Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/006-146.6.4 Changing the Call Transfer Service
If you press 4 from the Options menu to change the call transfer service, the VP system announces the
current state of the service.  If the service is currently enabled (on), you hear the prompt, “Your calls are
currently being transferred to [number].  Press 1 if you would like to change the number.”  If the call
transfer service is currently disabled (off), you hear the prompt, “Your calls are currently being
transferred to voice mail.  Press 1 if you would like to change the number.”
Press * to toggle the call transfer service on (callers are transferred to the telephone) and off (callers hear
the mailbox greeting immediately).  After you press *, the VP system voices a confirmation prompt
indicating the current state of service.
Press 1 if you want to enter a new call transfer number.  The VP system asks you for the new number,
“Please enter the new number.”  Once you enter the new number, the VP system plays the confirmation
prompt, “Your calls are currently being transferred to [number].”  Press # to accept the number and
return to the Options menu, or press 1 to enter a different number.
Note:Mailbox owners are barred from modifying the call transfer number if the number isenclosed in brackets [ ] on the MAILBOX screen.When you specify a call transfer number, you can enter the following special characters:
· ### is interpreted as a hook-flash.
· *** is interpreted as a pause.  The default length of the pause is equal to one comma (,).  To
remotely enter a longer pause, enter ****** (6 stars), or change the REMOTE PAUSE parameter in
the VM.CFG configuration file (see section 12).
You may enter the number of a telephone outside of the telephone system, provided the telephone system
supports this feature and the VP system has been programmed to perform external transfers (see section
7.3).  Long distance (toll) numbers can be restricted in the mailbox owners assigned class of service.
6.6.5 Changing the Message Notification Service
If you press 5 from the options menu to change the message notification feature, the VP system informs
you of the current state of the feature, “Your message notification feature is [telephone number],” or,
“Your message notification feature is off.  Press 1 to change the number or press pound if youre
finished.”
To change the message notification number, use the technique described above for changing the call
transfer service.  To toggle the message notification feature on or off, press *, also as described above.
Note:This option allows you to change the first telephone number the VP system calls to informyou that you have new messages.  You can also toggle message notification on and offusing this option.  (See section 7.6 for details on the message notification feature.)  Beadvised that you cannot change the second or subsequent message notification numbersremotely.  You must access the mailbox’s MAILBOX screen. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-156.6.6 Changing the Pager Service
If you press 6 from the Options menu to change the pager service, the VP system informs you of the
current state of the feature, “Your pager service is [telephone number],” or, “Your pager service is off.
Press 1 to change the number or press pound if youre finished.”
To change the pager service, use the technique described above for changing the call transfer service.  To
toggle the pager service feature on or off, press *, also as described above.
6.6.7 Reviewing Messages Scheduled for Future Delivery
If you press 7 from the Options menu to review future delivery messages, the VP system plays
information about the next message you have scheduled for future delivery, “Message for [receiving
mailbox owners name] [date] at [time],” or, “You have no messages scheduled for future delivery.”
If you currently have messages scheduled for future delivery, the VP system plays the following menu of
options:
“To listen to the message, press 1.
To hear the next message, press 2.
To cancel the message, press 4.
Or, to exit, press #.”
You can only listen to or cancel future delivery messages from this menu.  If the contents of the message
are not satisfactory you must delete the message, then return to the Main menu and press 2 to re-record
and reschedule the message.
If you do not have any messages scheduled for future delivery, or after you have listened to all of the
future delivery messages, the VP system says, “You have no [more] messages scheduled for future
delivery,”
6.6.8 Changing the Personal Distribution Lists
If you press 8 from the Options menu to change a personal distribution list, the VP system prompts you
through the process of making personal distribution list modifications.  This option allows you to add
mailboxes to or remove mailboxes from a personal distribution list.
6.6.9 Retrieving a Message Already Sent to Another Mailbox
If you press * from the Options menu to retrieve a previously sent message, the VP system prompts you
to enter the recipient’s mailbox number.  If the mailbox contains messages you have sent, and the mailbox
owner has not yet listened to those messages, the VP system plays each one.  After each message plays,
the VP system allows you to skip it, re-play it, re-record it, or delete it. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-166.6.10 Logging into and out of ACD Boxes
If you press 0 from the Options menu for ACD administration, the VP system asks you to indicate the
number of the ACD box you want to modify.  Enter the ACD box number.  The VP system voices the
following options:
“To add an extension to this ACD group, press 1.
To remove an extension, press 2.
To exit, press #.”
If you select option 1 or 2, the VP system asks you for the extension number.
Note:Enter an extension number, not a mailbox number.  The numbers listed in the ACD boxare extension numbers.Once the VP system adds the extension you specified to or deletes it from the ACD group, the system
voices the confirmation prompt, “Extension [number] has been [added to / deleted from] ACD group
[name].”
For more information on ACD groups, see section 7.4.
6.7 Listening to Question Box AnswersIf the mailbox owns one or more Question boxes, you can press 4 to listen to answers recorded as
messages in the mailbox.  If you press 4 from the Main menu to listen to answers, the VP system asks you
whether you want to listen to new or old questionnaire answers:
“For new questionnaire answers, press 1.
For old questionnaire answers, press 2.
Or, to exit, press #.”
When you select option 1 or 2, the VP system searches through all the Question boxes owned by the
mailbox and plays any old or new messages it finds.
Note:Questionnaire answers are arranged in sets, with each set consisting of the answerssupplied to the questions (1 through n) recorded in the Question box.While the VP system plays back a set of answers, you can press 8 to replay the last answer.  You can also
press 9 to skip forward to the next answer and press 0 to pause the playback.  To resume playback you
have paused, press 0 again or wait 30 seconds and the VP system will automatically resume playback.
After an entire set of questionnaire answers has played, the VP system voices the following options:
“To replay the message, press 1.
To play the next message, press 2.
To save the message as new, press 3.
To delete the message, press 4.
For message time and date, press 5.
To exit, press #.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-17The same basic message play features apply when you are listening to Question box answers as when you
listen to regular messages.  Press 1 to replay the entire set of answers, press 2 to save the set as an old set
and proceed to the next set of answers, press 3 to save the set as a new set of answers, and press 4 to
delete the answers.  When you have listened to all sets of answers, the VP system plays the system
prompt, “You have no more [new / old] messages.”
Note:You cannot forward a Question box answer to another mailbox.6.8 Changing Languages in a MailboxNote:This option is not in effect unless you are using multiple languages (see section 7.12).If you press 5 at the Main menu, the VP system switches to the next language.  For example, assume that
the first language on the system is English, the second language is French, and the third language is
Spanish.  If you are listening to the Main menu in English, and you press 5, the VP system restarts the
menu again in French.  French is now the current language for the call.  All menus and prompts are
played in French.  If you record a greeting, it should be in French.
If you go back to the Main menu, and press 5 again, the VP system starts playing the Main menu in
Spanish.  Spanish is now the current language for the call.  All menus and prompts are played in Spanish.
If you record a greeting, it should be in Spanish.
6.9 Using Supervisor Mailbox OptionsIf you have Supervisor privileges (defined by the class of service assigned to the mailbox), you can press
6 from the Main menu to access the Supervisor voice menu.
The Supervisor voice menu has the following options:
“For mailbox administration, press 1.
For Routing box administration, press 2.
For Question box administration, press 3.
For port administration, press 4.
To change the system broadcast message, press 5.
To change the voice-mail day / night service, press 6.
To change the system time, press 7.
To change the system date, press 8.
To change the system parameters, press 9.
To run first time setup, press 0.
Or, to exit, press #.”
See section 7.11 for more information on each of these options. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-186.10 Placing an Outgoing Call from a MailboxIf you press 0 from the Main menu to place an outgoing call, the VP system checks the class of service
assigned to the mailbox to verify this feature is available to you.  If it is not, the VP system says, “Im
sorry, that was not a valid entry.”
If you are authorized to use the outgoing call feature, the VP system prompts you for the number to
which you want to be connected, and it places a conference (three-way) call to that number.  For more
information on three-way calling, see section 7.18.
6.11 Exiting a MailboxIf you press # from the Main menu to exit, the VP system closes the mailbox and routes your call to a new
box.  To determine where to send your call, the VP system looks at the CLASS OF SERVICE screen in the
field WHEN EXITING OPEN MAILBOX, GO TO BOX. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-17. Using Major Features
In NT-based VP systems, certain fields and screens have names that differ from those in DOS-based VP
systems.  In this section, field or screen names that are followed by (VP systems) refer to DOS-based
systems.  Field or screen names that are followed by (NTVP systems) refer to NT-based VP systems.
Also, topics in this section sometimes reference setting certain 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.
Note:Refer to section 29 for graphical illustrations of all VP system screens.7.1 Using Call Logs7.1.1 Understanding the Call Log
The VP system keeps a record of all incoming and outgoing calls.  The record is called the call log.
On NT-based VP systems, the call log file is used to generate system and mailbox usage reports, which
you can view using the Report Generation client software.  For information on using this report
generation feature, see section 7.10.8.
On DOS-based VP systems, you can specify whether you want call log information to be written to a file
or printed on a printer attached to the VP system PC.  Use the procedure detailed below to specify how
you want the call log information to be output.
To specify where the log is to be output on DOS-based VP systems:
1. From the VP system main screen, press .  The Main menu displays, and you are prompted to
enter a password.
2. Type 1234 then press  to log on using the default Technician level password.  You can
change both the Technician and Customer level passwords on the GENERAL INFORMATION screen.
3. From the Main menu, select SYSTEM INFORMATION.  The System Information menu displays.
4. Select GENERAL from the System menu.  The GENERAL INFORMATION screen displays.
5. Move the cursor to the field STORE CALL LOG TO.  From this field, you can make an output selection.
To send the log to a printer, select PRINTER and verify:
· The printer is attached to LPT1 on the PC.
· The printer is turned on and is on-line. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-2· The printer is set to perform a CARRIAGE-RETURN and LINE-FEED when it receives a line feed
character (such as an automatic carriage-return).  Consult the printer documentation for
information on making these settings.
To store the log in a file, select STORE LOG INFORMATION IN FILE.  The VP system creates a file called
VOICMAIL.LOG in the \VM\LOG directory.  All log information is written to that file.  At midnight each
day, the contents of VOICMAIL.LOG are transferred to another file in the directory \VM\LOG for long-
term storage.  The name of the long-term storage file is based on the month and day.  On February 15,
for example, the daily log file is stored AS VOICEMAIL.LOG.  At midnight, the contents of
VOICEMAIL.LOG are copied to the file 0215.LOG, and the file VOICEMAIL.LOG is cleared to record the
log of calls on February 16.  At midnight on February 15, the contents of VOICEMAIL.LOG are copied
to the file 0216.LOG, and VOICEMAIL.LOG is cleared to record the log of calls on February 17.
Up to one year’s worth of information can be stored.  After that, the VP system will begin over-
writing the previous year’s log files.
Note:Storing log files to disk can use a large amount of the disk space.  Make sure that the harddisk drive is large enough, or plan a schedule to periodically delete the log files.7.1.2 Specifying Call Log Formats (DOS-based VP Systems)
A sample DOS-based VP system log file entry displaying information for one call is shown below.
1 I 8-16-90 14:04:05 8-16-90 14:12:22 556-1234 2125551212 Busy 800 400Figure 7-1   Log entry for one call when printed on a report
Reading from left to right, the fields represent:FieldDescription1The line on which the call originated or was receivedIIncoming call.  Other valid characters for this field are:
I – Incoming call
P - Outgoing pager call
M - Outgoing message-notification call
W - Message waiting lamps - turning on or off
L - Used with VCM only
F - Used with Fax module only
T - Used with Telemarketing module only
Z - Wake-up call8-16-90Date the call started.10:04:05Time the call started.8-16-90Date the call ended.14:12:22Time the call ended.555-1234Number dialed (for call transfer, message notification, etc.) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-3FieldDescription2125551212Account number for the call (see section 7.23)BusyOutcome of outgoing call.800 400Audit trail showing up to 99 boxes used by the call.  The number of boxes to be traced is
configurable on the GENERAL INFORMATION screen.If log information is stored to a file, each field of the above information is enclosed in quotes and
separated from the next field by a comma (see Figure 7-2).  This format makes the log file compatible
with popular database and spreadsheet programs.
“1”,”I”,”8/16/90”,”14:04:05”,”8/16/90”,”14:12:22”,”5561234”,”2125551212” .... ...”Busy”,”800”,”400”Figure 7-2   Log entry as it displays in file
Note:If the log files contain long strings of empty quotes, reduce the number of boxes the VPsystem should log on each call.  You specify this number on the GENERALINFORMATION screen.  When recording the audit trail of boxes used by the call, the VPsystem generates a box number enclosed in a set of quotes for as many boxes as youspecify on the GENERAL INFORMATION screen.  If a call uses fewer boxes than thenumber you specified to be logged, the VP system includes the remaining boxes as blankentries enclosed in quotes.7.2 Using the MonitorThe Monitor feature allows you to obtain a more detailed account of the minute-by-minute activity within
the VP system.  When activated, Monitor records each of the following activities, writing special records
to the log file VOICMAIL.MON in the \VM\LOG directory.Record typeID#DescriptionEvent name in log fileMove to new box1The call was routed to the given box.Goto boxStart of call2Start of a call.Start callEnd of call3End of a call.End callDigits dialed4A sequence of digits was dialed.DialingCall-progress result5The disposition of a call (busy, no-answer, etc.) was
determined.Call resultStart of recording6A message, greeting, name, etc. is about to be
recorded.Start recordRemote password
change7Owner called in and changed his/her mailbox
password.Chg passwordTransfer number
changed8Owner called in and changed his/her Call Transfer
number.Chg xfer num 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-4Record typeID#DescriptionEvent name in log fileMessage notification
number changed9Owner called in and changed his/her Message-
Notification number.Chg notif numPager number
changed10Owner called in and changed his/her pager number.Chg page numMailbox being
opened11The given mailbox was opened successfully.Open MailboxInvalid password12An invalid password was entered to attempt to open
the mailbox.Bad passwordEnd of recording13Recording of message, name, etc. has finished.Stop recordMessage recorded14A message was recorded in the given mailbox.Add msgMessage deleted15A message was deleted from the given mailbox.Delete msgDisk-space
remaining16Generated at midnight every night.  Shows amount of
free disk space.Message spaceAccess to database
lookup file17A caller was sent to a Routing box that uses the
database lookup feature.DB lookupCall to digital pager18Records the callback number sent to a display
(digital) pager.Callback numTrack allocations19A new mailbox was automatically allocated by the
Talking Classified module.Auto allocateTrack de-allocations20A mailbox was automatically de-allocated by the
Talking Classifieds module.Auto de-allocTandem call21A mailbox owner has placed an outgoing call from
his/her open mailbox.Relay callACD call22The VP system has attempted to transfer a call to an
extension or mailbox in the specified ACD group.ACD callChange wake-up
time23The wake-up time for the specified box has been
changed. See section 8.2 for more information.Wakeup timeChange wake-up
state24The wake-up state for the specified box has been
changed. See 8.2 for more information.Wakeup stateTo enable the Monitor feature for all of the events, add a line containing the word  MONITOR to the
configuration file VM.CFG (see section 12).  To enable the Monitor feature for only specific events, enter
the following line in the configuration file:
MONITOR = n  where n is the ID number of the event to be monitored
For example, to monitor messages being left for mailboxes and invalid passwords, add the following two
lines to the configuration file:
MONITOR = 14
MONITOR = 12
The first line instructs the VP system to monitor the arrival of mailbox messages (14), and the second line
instructs it to monitor invalid password entries (12). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-5Each monitor event displays as a separate line in the file VOICMAIL.MON, and each has the following
format:
“MON“,”n”,”date”,”time”,”event_name”,”data1”,”data2”,”data3”
where:
 n = line number
date = date on which event happened
time = time at which event happened
event-name = event name as shown in above table
data1 = first unit of information about event
data2 = second unit of information about event
data3 = third unit of information about event.
Note that not all Monitor events contain all 3 data units.
7.3 Performing Call Transfers7.3.1 Understanding Call Transfers
The call transfer feature allows the VP system to act as an attendant, answering the calls and transferring
them to the appropriate extensions.  Since the VP system is connected to analog 2500-type station lines, it
performs exactly the same actions as a live person does using a standard telephone instrument.  To set up
the VP system so it transfers calls properly, you must answer two basic questions based upon the specific
installation:
· How do you want transferred calls to be handled when the called party answers, the called party
is busy, and the called party does not answer (ring-no-answer)?
· Does the telephone system connected to the VP system have voice mail integration capabilities
(such as in-band or out-of-band signaling)?
Because of the VP system’s many features, there are several possible call transfer options.
7.3.2 Understanding Transfer Types
· NO TRANSFER—The VP system does not attempt to transfer the call to the mailbox owner’s
extension.  Instead, the VP system immediately plays the active personal greeting and offers to
take a message.
· WAIT FOR RING—The VP system dials the mailbox owner’s extension, and monitors the line
only for call progress tones.  If the line is busy, the transfer is canceled and the same options are
available as with WAIT FOR ANSWER and SCREEN.  If ringing is heard, the VP system completes
the transfer and drops out of the call.  Unless some further action is taken by the telephone
system, the VP system does not know the final outcome of this call (for example, whether the call
was answered).