Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-57.13.2 Using Wildcard Characters in Translation Rules........................................................7-70
7.13.3 Storing the Calling Party’s Number..........................................................................7-70
7.13.4 Using Reason Codes................................................................................................7-71
7.13.5 Specifying Rules for Recording Calls........................................................................7-77
7.13.6 Specifying Digit Translation Based on Time of Day..................................................7-78
7.13.7 Specifying Digit Translation Based on Port Number..................................................7-79
7.13.8 Specifying Rules for Automatic Logon......................................................................7-79
7.14 Setting Up the Dial-by-Name Directory.............................................................................7-80
7.14.1 Using the Dial-by-Name Directory...........................................................................7-80
7.14.2 Keeping a Mailbox Out of the Dial-by-Name Directory.............................................7-81
7.14.3 Understanding Dial-by-Name Configuration Options.................................................7-81
7.15 Setting Up Database Lookups...........................................................................................7-83
7.15.1 Using Database Lookup to Route Calls.....................................................................7-83
7.15.2 Formatting Basic Database Lookup Files..................................................................7-83
7.15.3 Using Special Characters in a Database Lookup File..................................................7-85
7.16 Using Line Groups...........................................................................................................7-88
7.17 Including Time and Date Announcements..........................................................................7-90
7.18 Placing Outgoing Calls.....................................................................................................7-91
7.18.1 Understanding the Outgoing Call Feature..................................................................7-91
7.18.2 Using the Monitor Feature with Outgoing Calls.........................................................7-92
7.19 Using Data Entry Question Boxes.....................................................................................7-92
7.19.1 Setting Up a Question Box for Data Entry.................................................................7-92
7.19.2 Using More than 10 Questions..................................................................................7-92
7.19.3 Specifying an Exit Digit...........................................................................................7-93
7.19.4 Providing Confirmation Numbers.............................................................................7-94
7.19.5 Specifying Data Filenames.......................................................................................7-94
7.19.6 Selecting File Formats.............................................................................................7-94
7.19.7 Printing Question Box Data......................................................................................7-96
7.19.8 Archiving Collected Data.........................................................................................7-96
7.19.9 Confirming Data Entry Digits...................................................................................7-96
7.19.10 Summarizing Available Options.............................................................................7-97
7.20 Setting Up TDD Device Support.......................................................................................7-97
7.20.1 Setting Up TDD Support on DOS-based VP Systems................................................7-97
7.20.2 Setting Up TDD Support on NT-based VP Systems...................................................7-98
7.21 Using the VP System as a Fax Switch................................................................................7-99
7.21.1 Configuring Systems Using Rhetorex Boards............................................................7-99
7.21.2 Modifying the Configuration File...........................................................................7-100
7.21.3 Creating a Fax Switch Mailbox...............................................................................7-100
7.22 Setting Up Multiple Operator Mailboxes..........................................................................7-101
7.22.1 Providing Callers Access to the Operator Mailbox...................................................7-101
7.22.2 Selecting Operator Box Greetings...........................................................................7-101
7.23 Using Account Numbers.................................................................................................7-102
7.23.1 Collecting Account Numbers..................................................................................7-102
7.23.2 Using Account Numbers in System Operations........................................................7-103
7.24 Recording Calls..............................................................................................................7-104
7.24.1 Setting Up Call Recording......................................................................................7-104
7.24.2 Specifying Calls to be Recorded.............................................................................7-104 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-67.24.3 Troubleshooting Call Recording.............................................................................7-105
7.25 Specifying Dial Rules.....................................................................................................7-105
7.25.1 Using the Insert Rule.............................................................................................7-106
7.25.2 Using the Delete Rule............................................................................................7-106
7.25.3 Using the Append Rule..........................................................................................7-107
7.25.4 Understanding a Dial Rules Example......................................................................7-107
7.26 Setting up Network Messaging and External Call Transfers Between VP System Sites.......7-108
8. Using Hotel Integration Features....................................................................................8-1
8.1 Specifying Guest Boxes........................................................................................................8-1
8.2 Using the Wake-up Call Feature............................................................................................8-1
8.2.1 Scheduling Wake-up Calls...........................................................................................8-1
8.2.2 Making Wake-up Calls................................................................................................8-2
8.2.3 Administrating Wake-up Calls......................................................................................8-2
8.2.4 Resetting the Guest Mailbox During Room Check-in.....................................................8-3
8.3 Integrating with the PMS System..........................................................................................8-4
9. Troubleshooting the System...........................................................................................9-1
9.1 Using Test Equipment..........................................................................................................9-1
9.2 Performing Basic Troubleshooting........................................................................................9-2
9.3 Troubleshooting Display Problems (DOS-based VP systems).................................................9-5
9.4 Calling Technical Support.....................................................................................................9-7
9.5 Using the Trace Feature........................................................................................................9-7
10. Using Serial Administration Features on DOS-based VP Systems..................10-1
10.1 Installing KeyLink on a Kit System Host PC......................................................................10-1
10.2 Installing Necessary Software on a Remote PC..................................................................10-2
10.3 Connecting the Remote PC to the Host PC.........................................................................10-3
10.4 Transferring Files Between the Remote and Host PC..........................................................10-6
11. Using the Teleparameter Feature...............................................................................11-1
11.1 Using the Teleparameter Feature to Run PBX Setup (DOS-based VP Systems)....................11-1
11.2 Using the Teleparameter Feature to Adjust System Info, Box Setups, and VM.CFG Data.....11-4
12. Configuration File Options...........................................................................................12-1
13. Detecting Call-progress Tones...................................................................................13-1
13.1 Using Accucall for Rhetorex Boards in DOS-based VP Systems.........................................13-1
13.1.1 Running the Accucall Utility....................................................................................13-1
13.1.2 Starting Accucall.....................................................................................................13-2
13.1.3 Completing the Setup Screen...................................................................................13-2
13.1.4 Completing the Auto Run Screen.............................................................................13-4
13.1.5 Conducting Accucall Tests.......................................................................................13-4
13.1.6 Completing the Edit Tones Screen............................................................................13-5
13.1.7 Completing the Filters Screen................................................................................13-10
13.1.8 Completing the Run Screen....................................................................................13-10
13.1.9 Saving Accucall Tones to a File..............................................................................13-11
13.1.10 Modifying a Previously Saved File.......................................................................13-12 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-713.1.11 Adjusting the Rhetorex Configure File..................................................................13-12
13.2 Using Train for Dialogic Boards in DOS-based VP Systems.............................................13-13
13.2.1 Connecting Lines for Training to the Board.............................................................13-13
13.2.2 Running the Train Utility.......................................................................................13-13
13.2.3 Starting the PBXpert Program................................................................................13-14
13.2.4 Configuring the PBXpert Program..........................................................................13-14
13.2.5 Creating a New PBXpert Tone Definitions File (TSF File).......................................13-15
13.2.6 Consolidating PBXpert Tones................................................................................13-15
13.2.7 Testing the New PBXpert Tones............................................................................13-16
13.3 Using PBXpert for Dialogic Boards in NT-based VP Systems...........................................13-16
13.3.1 Connecting Lines for PBXpert/32 Training to the Board..........................................13-17
13.3.2 Running the PBXpert/32 Program on NT-based VP Systems....................................13-17
14. Making Backups.............................................................................................................14-1
14.1 Backing up DOS-based Systems to Diskette......................................................................14-1
14.1.1 Copying the AUTOEXEC.BAT and CONFIG.SYS Files...........................................14-1
14.1.2 Copying the Database and Setup Files.......................................................................14-2
14.1.3 Copying Greetings, Names, and Messages................................................................14-2
14.1.4 Automating the Backup Process on DOS-based VP Systems......................................14-3
14.2 Restoring Files on DOS-based Systems.............................................................................14-3
14.2.1 Restoring the AUTOEXEC.BAT and CONFIG.SYS Files..........................................14-4
14.2.2 Restoring the Database and Setup Files.....................................................................14-4
14.2.3 Restoring Names Greetings, Names, and Messages...................................................14-5
14.3 Backing up NT-based Systems..........................................................................................14-5
14.3.1 Automating the Backup Process on NT-based VP Systems........................................14-6
14.4 Restoring Files on NT-based Systems................................................................................14-6
15. System Prompts..............................................................................................................15-1
15.1 Recording System Prompts.............................................................................................15-15
15.1.1 Using RPROMPT and VPROMPT (DOS-based VP Systems)..................................15-16
15.1.2 Using NTPROMPT (NT-based VP Systems)..........................................................15-17
15.2 Using the Sound Recorder Dialog Box (NT-based VP Systems)........................................15-18
15.3 Preventing Certain Prompts from Playing.........................................................................15-19
15.4 Using Pre-Recorded Prompt Options...............................................................................15-19
16. Understanding File Organization...............................................................................16-1
17. Understanding VP System Integration.....................................................................17-1
17.1 Detecting Hang-Up..........................................................................................................17-1
17.2 Integrating with PBXs......................................................................................................17-2
17.3 Interfacing with PBXs without Voice Mail Integration........................................................17-4
18. System Error Messages................................................................................................18-1
19.Mapping Menu Options..................................................................................................19-1
20. Installing Voice Boards.................................................................................................20-1
20.1 Using Dialogic Voice Boards............................................................................................20-1 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-820.1.1 Dialogic Board Installation Considerations................................................................20-1
20.1.2 Installing a DIALOG/4 Board (DOS-based VP Systems)...........................................20-1
20.1.3 Installing a ProLine/2V Board (DOS-based VP Systems)...........................................20-4
20.1.4 Installing a D/41D Board (DOS-based VP Systems)..................................................20-6
20.1.5 Installing a D/41E Board (DOS-based VP Systems)..................................................20-8
20.1.6 Special Connection Notes For Two-Port Boards (DOS-based VP Systems).................20-9
20.1.7 Installing a D/41H Board (NT-based VP Systems).....................................................20-9
20.1.8 Installing a D160SC-LS Board (NT-based VP Systems)..........................................20-11
20.2 Using Rhetorex Boards...................................................................................................20-13
20.2.1 Rhetorex Board Installation Considerations.............................................................20-13
20.2.2 Configuring Rhetorex RDSP 208B (Duet ) and 408B (Quartet) Boards.....................20-15
20.2.3 Installing Rhetorex Boards in the Computer............................................................20-15
21. Installing Kit Systems....................................................................................................21-1
21.1 DOS-based VP System Requirements................................................................................21-1
21.2 Configuring the PC for the DOS-based VP System.............................................................21-1
21.3 NT-based VP System Requirements..................................................................................21-2
21.4 Configuring the PC for the NT-based VP System...............................................................21-2
21.5 Installing the Voice Processing Board................................................................................21-3
21.6 Installing the Key.............................................................................................................21-3
21.7 Installing DOS-based VP System Software........................................................................21-4
21.7.1 Selecting the Appropriate Installation Diskettes.........................................................21-4
21.7.2 Running the DOS-based VP System Installation Program..........................................21-4
21.7.3 Installing Optional Modules on a DOS-based VP System...........................................21-5
21.8 Using Disk Maintenance Utilities on DOS-based VP Systems.............................................21-5
21.8.1 Defragmenting Systems Using DOS 6.0 and Above...................................................21-5
21.8.2 Defragmenting Systems Using DOS 5 and Norton Utilities........................................21-6
21.8.3 Defragmenting Systems Using DOS 5 and Other Disk Maintenance Utilities...............21-6
21.8.4 Modifying the Automatic Maintenance Schedule on DOS-based VP Systems.............21-7
21.9 Installing NT-based VP System Software Components.......................................................21-7
21.9.1 Installing the NT-based VP System Software............................................................21-7
21.9.2 Installing Optional Modules on an NT-based VP System...........................................21-8
21.10 Using Disk Maintenance Utilities on NT-based VP Systems.............................................21-8
22. Installing and Using CTI Features..............................................................................22-1
22.1 Implementing VCM.........................................................................................................22-1
22.1.2 Setting up Subscriber Workstations to Use VCM.......................................................22-2
22.1.3 Adjusting Subscriber Mailboxes to Permit VCM Access............................................22-4
22.1.4 Using VCM.............................................................................................................22-4
22.2 Implementing Unified Messaging and E-mail Reader Version 10.1......................................22-5
22.2.1 Understanding Unified Messaging and E-mail Reader Requirements..........................22-5
22.2.2 Understanding How Unified Messaging and the E-mail Reader Function on the
LAN.................................................................................................................................22-6
22.2.3 Understanding the Installation and Setup Process....................................................22-10
22.2.4 Installing Unified Messaging and E-mail Reader Features on the VP System PC.......22-11
22.2.5 Setting up Unified Messaging and E-mail Reader Features on the VP System PC......22-12 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-922.2.6 Installing and Setting up Unified Messaging and E-mail Reader Features on a
Client PC........................................................................................................................22-16
22.2.7 Using Unified Messaging and E-mail Reader Features.............................................22-20
23. Installing Optional Modules.........................................................................................23-1
23.1 Activating Modules and Installing Module Prompts............................................................23-1
23.2 Installing Hardware/Software Required for Fax Modules....................................................23-2
23.2.1 Connecting the Telephone Lines to the Fax Boards....................................................23-3
23.2.2 Installing Satisfaxion Fax Boards..............................................................................23-4
23.2.3 Installing Satisfaxion Software and Configuring Each Board......................................23-5
23.2.4 Installing GammaLink Fax Boards...........................................................................23-7
23.2.5 Installing GammaLink Software and Configuring Each Board....................................23-8
23.3 Sharing Fax Ports...........................................................................................................23-11
23.4 Using Enhanced Fax Configurations................................................................................23-12
23.4.1 Using Fax Boards with Dedicated Telephone Lines.................................................23-12
23.4.2 Using a Third-Party Application to Send Faxes.......................................................23-13
24. Using the Fax Distribution Module............................................................................24-1
24.1 Setting up a Fax Box........................................................................................................24-1
24.1.1 Accessing the Fax Box Screen..................................................................................24-1
24.1.2 Fax Box Field Descriptions......................................................................................24-2
24.2 Setting up System Settings for Fax....................................................................................24-5
24.2.1 Accessing the Fax Setup Screen...............................................................................24-5
24.2.2 Fax Setup Screen Field Descriptions.........................................................................24-6
24.2.3 Setting up Fax Distribution Restrictions..................................................................24-10
24.3 Sending a Fax into a Fax Box..........................................................................................24-12
24.3.1 Sending a Document on Disk into a Fax Box...........................................................24-12
24.3.2 Sending a Document on Paper into a Fax Box.........................................................24-13
24.4 Retrieving a Fax from the VP System..............................................................................24-13
24.5 Setting Up Fax Broadcasting...........................................................................................24-16
24.6 Logging Fax Calls..........................................................................................................24-16
24.6.1 Using the General Call Log File..............................................................................24-16
24.6.2 Reviewing the Fax Log File....................................................................................24-17
24.7 Using Fax Distribution Prompts......................................................................................24-17
24.7.1 Using New Prompts...............................................................................................24-17
24.7.2 Modifying Existing Prompts...................................................................................24-18
24.7.3 Copying Pre-Recorded Modified Prompts...............................................................24-18
25. Using the FaxMail Module............................................................................................25-1
25.1 Configuring the System for FaxMail..................................................................................25-1
25.2 Sending a FaxMail Document...........................................................................................25-2
25.3 Retrieving Documents from a Mailbox..............................................................................25-3
25.4 Sending a FaxMail from an Open Mailbox.........................................................................25-5
25.5 Using New and Modified Prompts.....................................................................................25-6
25.5.1 Using New Prompts.................................................................................................25-6
25.5.2 Modifying Existing Prompts.....................................................................................25-6
25.5.3 Copying Pre-Recorded Modified Prompts.................................................................25-7 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-1026. Using the IVR Module....................................................................................................26-1
26.1 What is IVR?...................................................................................................................26-1
26.2 Setting Up an IVR Box.....................................................................................................26-1
26.2.1 What Does an IVR Box Do?....................................................................................26-1
26.2.2 Accessing the IVR Box Screen.................................................................................26-2
26.2.3 IVR Box Field Descriptions.....................................................................................26-3
26.3 Using Custom Prompts for IVR......................................................................................26-10
26.3.1 Setting Up Custom Prompts...................................................................................26-10
26.4 Setting Up an IVR Application........................................................................................26-11
26.5 Speeding Searches Using Indexed Files...........................................................................26-14
26.5.1 Running VRBINDEX............................................................................................26-15
26.5.2 Notes on Delimiters...............................................................................................26-15
27. Using the Talking Classifieds Module......................................................................27-1
27.1 Setting Up a Talking Classifieds Application......................................................................27-1
27.2 Setting Up a Gateway Box................................................................................................27-4
27.2.1 What Does a Gateway Box Do?...............................................................................27-4
27.2.2 Accessing the Talking Classifieds Gateway Box Screen.............................................27-5
27.2.3 Gateway Box Screen Field Descriptions....................................................................27-6
27.3 Setting Up a Listing Box...................................................................................................27-8
27.3.1 What Does a Listing Box Do?..................................................................................27-8
27.3.2 Accessing the Listing Box Screen.............................................................................27-8
27.3.3 Listing Box Screen Field Descriptions......................................................................27-9
27.4 Accessing a Listing Box Remotely..................................................................................27-11
27.5 Generating Talking Classifieds Reports...........................................................................27-12
27.5.1 Preparing the Talking Classifieds Report.................................................................27-12
27.5.2 Completing the Call History Screen........................................................................27-13
27.5.3 Printing the Talking Classifieds Report...................................................................27-14
27.6 Automatically Allocating Mailboxes................................................................................27-14
27.6.1 Accessing the Auto Allocation Screen....................................................................27-15
27.6.2 Automatic Allocation Screen Field Descriptions......................................................27-16
27.6.3 Setting Up Allocable Mailboxes.............................................................................27-17
27.6.4 Setting up Companion Listing Boxes for Automatic Allocation Mailboxes................27-18
27.7 Using Talking Classified Module Prompts.......................................................................27-19
27.7.1 Using New Prompts...............................................................................................27-19
27.7.2 Modifying Existing Prompts...................................................................................27-20
27.7.3 Copying Pre-Recorded Modified Prompts...............................................................27-20
28. Using the Outbound Telemarketing Module.................................................................28-1
28.1 Setting Up a Telemarketing Box........................................................................................28-1
28.1.1 What Does a Telemarketing Box Do?.......................................................................28-1
28.1.2 Accessing the Telemarketing Box.............................................................................28-1
28.1.3 Telemarketing Box Screen Field Descriptions...........................................................28-2
28.1.4 Specifying External Dial Rules.................................................................................28-7
28.2 Detecting Answering Machines.........................................................................................28-7
28.3 Setting Up a Telemarketing Application.............................................................................28-8 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-1129. Program Screens............................................................................................................29-1
29.1 DOS-based VP System—System Information Screens........................................................29-1
29.1.1 Automatic Mailbox Allocation Screen......................................................................29-1
29.1.2 Business Hours Screen.............................................................................................29-2
29.1.3 Call Transfer Screen................................................................................................29-2
29.1.4 Class of Service Screen............................................................................................29-3
29.1.5 Classifieds Gateway Screen.....................................................................................29-3
29.1.6 Fax Setup Screen.....................................................................................................29-4
29.1.7 Fax Distribution Restrictions Screen.........................................................................29-4
29.1.8 General Information Screen.....................................................................................29-5
29.1.9 Holiday Schedule Screen.........................................................................................29-5
29.1.10 Line Information Screen.........................................................................................29-6
29.1.11 Other Customizations Screen..................................................................................29-6
29.1.12 Technical Information Screen.................................................................................29-7
29.2 DOS-based VP System—Box Setup Screens.....................................................................29-7
29.2.1 Account Number Box Screen...................................................................................29-7
29.2.2 ACD Box Screen.....................................................................................................29-8
29.2.3 Directory Box Screen..............................................................................................29-8
29.2.4 Fax Box Screen.......................................................................................................29-9
29.2.5 Group Box Screen...................................................................................................29-9
29.2.6 Listing Box Screen................................................................................................29-10
29.2.7 IVR Box Page 1 Screen.........................................................................................29-10
29.2.8 IVR Box Page 2 Screen.........................................................................................29-11
29.2.9 IVR Box Page 3 Screen.........................................................................................29-11
29.2.10 Mailbox Page 1 Screen........................................................................................29-12
29.2.11 Mailbox Page 2 Screen........................................................................................29-12
29.2.12 Mailbox Page 3 Screen........................................................................................29-13
29.2.13 Mailbox Page 4 Screen........................................................................................29-13
29.2.14 Mailbox Page 5 Screen........................................................................................29-14
29.2.14 Question Box Screen...........................................................................................29-14
29.2.15 Routing Box Screen.............................................................................................29-15
29.2.16 Telemarketing Box Screen...................................................................................29-15
29.3 NT-based VP System System Information Screens...........................................................29-16
29.3.1 Automatic Mailbox Allocation Screen....................................................................29-16
29.3.2 Business Hours Screen...........................................................................................29-16
29.3.3 Class of Service Screen, Message Tab....................................................................29-17
29.3.4 Class of Service Screen, Greetings Tab...................................................................29-17
29.3.5 Class of Service Screen, Call Holding Tab..............................................................29-18
29.3.6 Class of Service Screen, Call Restrictions Tab.........................................................29-18
29.3.7 Custom Flags Screen.............................................................................................29-19
29.3.8 Fax Setup Screen, Miscellaneous Tab.....................................................................29-19
29.3.9 Fax Setup Screen, Wiring Tab................................................................................29-20
29.3.10 Fax Setup Screen, Restricted Numbers Tab...........................................................29-21
29.3.11 General Information Screen, Miscellaneous Tab....................................................29-21
29.3.12 General Information Screen, Directories Tab.........................................................29-22
29.3.13 General Information Screen, Security Tab.............................................................29-22
29.3.14 General Information Screen, Message Options Tab................................................29-23 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-1229.3.15 General Information Screen, Transfer Options Tab................................................29-23
29.3.16 Holidays Screen..................................................................................................29-24
29.3.17 Line Information Screen.......................................................................................29-24
29.3.18 PBX Information Screen, Miscellaneous Tab.........................................................29-25
29.3.19 PBX Information Screen, Call Transfer Sequences Tab..........................................29-25
29.3.20 Serial Port Setup Screen.......................................................................................29-26
29.3.21 Trace Setup Screen..............................................................................................29-26
29.4 NT-based VP System Box Setup Screens.........................................................................29-27
29.4.1 Account Box Screen..............................................................................................29-27
29.4.2 ACD Box / Customer Service Box Screen, General Tab...........................................29-28
29.4.3 ACD Box / Customer Service Box Screen, Queuing Options Tab.............................29-28
29.4.4 ACD Box / Customer Service Box Screen, Recorded Announcements Tab...............29-29
29.4.4 ACD Box / Customer Service Box Screen, Enhanced Tab........................................29-29
29.4.5 Directory Box Screen............................................................................................29-30
29.4.6 Fax Box Screen.....................................................................................................29-30
29.4.7 Group Box Screen.................................................................................................29-31
29.4.8 IVR Box Screen, Data File Tab..............................................................................29-31
29.4.9 IVR Box Screen, Recording Inputs Tab...................................................................29-32
29.4.10 IVR Box Screen, Recording Outputs Tab..............................................................29-33
29.4.11 IVR Box Screen, Searching Tab...........................................................................29-34
29.4.12 IVR Box Screen, Playing Results Tab...................................................................29-35
29.4.13 Listing Box Screen..............................................................................................29-35
29.4.14 Mailbox Screen, General Tab...............................................................................29-36
29.4.15 Mailbox Screen, Call Transfer Tab.......................................................................29-36
29.4.16 Mailbox Screen, Recording Tab............................................................................29-37
29.4.17 Mailbox Screen, Message Delivery Tab................................................................29-37
29.4.18 Mailbox Screen, Pager Tab..................................................................................29-38
29.4.19 Mailbox Screen, Distribution Lists Tab.................................................................29-38
29.4.20 Mailbox Screen, Hotel Tab...................................................................................29-39
29.4.21 Mailbox Screen, Enhanced Tab............................................................................29-39
29.4.22 Mailbox Screen, E-mail Tab.................................................................................29-40
29.4.23 Question Box Screen...........................................................................................29-40
29.4.24 Routing Box Screen.............................................................................................29-41
29.4.25 Talking Classifieds Gateway Box Screen..............................................................29-41
29.4.26 Telemarketing Box Screen, When to Call Tab.......................................................29-42
29.4.27 Telemarketing Box Screen, Call Control Tab.........................................................29-43
29.4.28 Telemarketing Box Screen, File Names Tab..........................................................29-44 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/001-11. Overview
1.1 What Does This Voice Processing System Do?In its simplest form, this voice processing system, or VP system as it is referred to as in this manual, acts
like a telephone receptionist.  It answers incoming calls and transfers them to the appropriate extension.  If
the called extension is not available (busy or no answer), the VP system offers to take a message or try an
alternative extension.
VP system functionality includes:
· Automated attendant features
· Voice mail features
These two functions work together to provide smooth call coverage for your application.
1.1.1 What is an Automated Attendant?
The VP system automated attendant features perform the tasks of a live attendant.  The following table
illustrates how.Live AttendantVP System Automated AttendantAnswers an incoming call by lifting telephone.Answers an incoming call by going “off-hook.”Greets the caller with a phrase such as, Welcome to
[XYZ Company].Greets the caller by playing a pre-recorded greeting
such as, Welcome to [XYZ Company].Asks to whom the caller wishes to speak.Plays a pre-recorded greeting that prompts the caller
to either dial the extension of the party they are trying to
reach or choose from a list of voiced options to route
the call to a specific department or group.Listens to the callers response.Listens to the digits dialed by the caller.Says, Please hold.Plays a pre-record phrase, Please hold...Calls the required extension by hook-flashing and
dialing the extension number.Calls the required extension by hook-flashing and
dialing the extension number.Listens for busy tone, ring tone, answer, etc.Listens for busy tone, ring tone, answer, etc.If the extension is busy, offers to let the caller hold.  If
the extension does not answer, offers to take a
message or try another extension.If the extension is busy, plays a pre-recorded prompt
offering the option to hold.  If the extension does not
answer, plays a pre-recorded prompt offering to take a
message or try another extension.1.1.2 What is Voice Mail?
The term voice mail refers to systems that can record a voice message and treat it like a mail message. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/001-2In a typical office environment, the live attendant takes a message from a caller and writes it down on a
piece of paper.  The attendant then places the slip in the recipient’s in-box or mailbox.  The box owner
then retrieves and reads the message placed in the box.
In contrast, the VP system records a message from a caller and places it in a voice mailbox.  The mailbox
owner can later retrieve the message by calling into the VP system and listening to the recording.  The
table below compares how the VP system processes voice messages compared to a live attendant. Live AttendantVP System Voice MailAttendant listens as the caller dictates his/her
message, writing it down on a piece of paper.VP system records the message as the caller
speaks.Attendant places the message slip in a mailbox
belonging to the recipient.VP system stores the voice message electronically in
the recipient’s voice mailbox.Attendant dials the code to turn on message waiting
lamp on the recipients telephone.VP system dials the code to turn on the message
waiting lamp on the recipients telephone.Recipient sees the message waiting lamp is on, and
retrieves message slips from the message mailbox.Recipient sees the message waiting lamp is on and
dials the VP system to retrieve messages.Recipient reads messages left on message slips.VP system plays messages recorded by callers in the
voice mailbox.1.2 Understanding the VP System Product DesignAll VP systems are designed using the Box concept.  A box contains a set of instructions that tells the
program what to do with a call it is handling.  By setting up the system to send calls to different boxes
created on the system, you can have it effectively process calls—including playing certain prompts or
greetings to callers, collecting information and messages from callers, and routing calls to certain
extensions based on digits dialed by callers.
Note:All VP system products use the same general software design, but each has differentlimitations on the number of boxes you can set up on the system and whether you haveaccess to certain optional modules.  Information provided in this manual is designed toaccommodate all VP system types.  Therefore, certain sections and procedures may notbe applicable to certain VP system users.  If you have questions regarding theavailability of a specific feature or option on a particular system, contact your salesrepresentative.1.2.1 Understanding Box Types
Routing boxes are used to answer incoming calls, play a list of options to callers, and route calls to a
specific mailbox based on the digits dialed by the caller. The mailboxes transfer calls to their associated
extensions and store messages for system subscribers, and they can 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.