Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-16How Three-way Calling Functions
If you tell the VP system to use three-way calling (in the field USE THREE-WAY CALLING? on the
MAILBOX screen), the VP system begins the sequence exactly the same as with a normal call transfer (it
puts the calling party on hold, and dials the TRANSFER TO number).  Once the called party has answered,
the VP system must perform an action (usually a hook-flash) to conference all three parties.  This action
is defined in the field SEQUENCE TO TRANSFER A THREE-WAY CALL on the CALL TRANSFER INFORMATION
(VP systems) / PBX INFORMATION screen (NTVP systems).  At this time, the VP system must remain
connected with the two outside parties for the duration of the call.
Terminating a Three-way Call
During the time that the VP system is a party in the three-way conference, it is continually monitoring the
line for an indication that the call has ended.  Because the use of three-way calling involves valuable
system resources (two C.O. lines and a voice mail port), the VP system has a built in feature that ensures
the conference is disconnected as soon as possible after the completion of the call.
The VP system interrupts the conversation at regular intervals, and prompts:
“Press 1 if you wish to continue your call.”
If a digit 1 is not detected, the VP system assumes the parties have hung up and frees the lines for other
calls.  You can define how often the VP system is to interrupt the conversation by accessing the CALL
TRANSFER SCREEN (VP systems) / GENERAL INFORMATION screen (NTVP systems), going to the field
MAX DURATION FOR A 3-WAY CALL, and entering (in minutes) the interval between interruptions.
7.3.10 Troubleshooting the Call Transfer Feature
The first rule in troubleshooting is to isolate the problem.  If the VP system is not transferring calls
correctly, the problem lies with either the telephone system or the VP system.
Hint:Remember, the VP system is connected to industry-standard analog lines (2500-type) andperforms call transfers exactly as a person using a telephone instrument would do.To determine if a problem relates to the telephone system or the VP system:
1. Disconnect the VP system from the telephone system.
2. Connect a regular telephone to the line where the VP system was connected.
3. Have someone (referred to here as Party A) call in to that line.
4. When the telephone rings, pick up the telephone, to answer the call.
5. Try to transfer the call to the telephone to which the VP system was unable to transfer (referred to
here as Party B).  Note the sequence of actions you perform to do this, and note any tones you hear
during the transfer.
6. The Party B telephone should ring.  Have someone pick up the ringing telephone and speak to you.
You should be able to hold a two-way conversation. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-177. Try to connect Party A to Party B and drop out of the call yourself.  Note the sequence of actions you
perform to do this.
8. Verify that Party A and Party B are able to hold a two-way conversation.
9. Repeat step 5 in a scenario where Party B is busy, and note the sequence of actions you had to
perform to get back to Party A.
10. Repeat step 5 in a scenario where Party B does not answer, and note the sequence of actions you had
to perform to get back to Party A.
If you were able to transfer the call as described above, then the telephone system is able to perform
transfers successfully.  The next step is to make sure the VP system knows how to perform transfers
on this telephone system.
11. Go to the CALL TRANSFER screen (VP systems) / PBX INFORMATION screen (NTVP systems)  (see
section 4.8).  In the field SEQUENCE TO INITIATE A TRANSFER, enter the sequence you performed in
step 5 above.  This sequence is typically a hook-flash (entered as !) and a pause for dial-tone (entered
as ,) then the telephone number.  Note that you do not enter the telephone number in the SEQUENCE
TO INITIATE A TRANSFER field, since the VP system gets the telephone number from the TRANSFER TO
field of the mailbox’s MAILBOX screen.
12. In the field SEQUENCE TO COMPLETE A TRANSFER, enter the sequence of actions you performed in
step 7.  The VP system dials this sequence, then hangs up to complete the transfer.  If you simply had
to hang up to connect Party A to Party B, then leave the SEQUENCE TO COMPLETE A TRANSFER field
blank.
13. Determine the steps necessary to cancel the transfer if the called station is busy or does not answer
and return to the calling party.  Enter this information in the SEQUENCE TO RETURN FROM BUSY and
SEQUENCE TO RETURN FROM NO ANSWER fields.  Typically, this is a hook-flash (!) and a pause (,).
14. Now that the VP system knows how to transfer calls on the telephone system, test the system again.
It is recommended that you connect a monitoring device to the line, so you can hear exactly what the
VP system hears during the transfer.
If the VP system gets as far as ringing the Party B telephone, but does not connect the call, or the call
is connected even though the line was busy or no one answered, the problem is the VP system does
not recognize the ringback tone and busy tone on the telephone system.  Refer to section 13 for
information on how to train the VP system to recognize these tones.
Troubleshooting Unsuccessful Call Attempts
A successful call transfer as defined here occurs when the called party answers his/her phone and is
connected to the calling party.  An unsuccessful call transfer occurs when the called party’s phone is busy
or the phone rings but goes unanswered.  In these circumstances, the calling party is to be handled as you
have specified during system setup.  Troubleshooting techniques provided here address situations
involving:
· Calls to ring-no-answer stations using the transfer type of  WAIT FOR RING
· Calls to busy and/or ring-no-answer stations using the transfer type BLIND. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-18In these cases, the VP system drops out of the call before confirming an answer.  It is the responsibility of
the telephone system to return the calling party to the voice mail system.  Troubleshooting this function
depends upon the method being used to return the caller to the VP system:
· Transfer re-call timer—This is usually the least desirable method to return unsuccessful calls to
voice mail.  The calling party can usually only return to the system initial greeting and usually
returns to the exact port on the VP system that initiated the transfer.  Problems usually arise when
another call is in progress on that port at the time that the re-call occurs.  If the telephone system
is unable to queue the returning call, then the calling party hears a busy signal.  In these scenarios,
the only option is to disable the re-call feature in the telephone system, or extend the timer to its
maximum.
· Call forwarding without voice mail integration—If the telephone system does not have voice
mail integration capabilities but does offer the call forward on busy and/or no-answer feature, you
can still take advantage of many VP system features.  If this method is not functioning properly,
check the following:
*Is the VP system configured with a sufficient number of ports to handle the volume of both
new calls and calls forwarded by a busy/ring-no-answer condition?
*Are the system telephones programmed to forward to the lead or pilot number of the voice
mail hunt group?
*Are callers to busy/ring-no-answer stations to receive a unique greeting (other that the main
initial greeting)?  If so, you must have dedicated VP system ports (connected to station ports
in a separate hunt group) that are programmed (on the LINE INFORMATION screen) to answer
with the proper greeting.
Call Forwarding Using Voice Mail Integration with In-Band Signaling
More information on troubleshooting voice mail in-band signaling is provided in section 7.13.  A few
basic steps are outlined here:
1. Verify the exact sequence of DTMF tones sent by the telephone system for both the busy and ring-no-
answer conditions.
2. Determine if the in-band DTMF tones are sent by the telephone system immediately upon answer by
the VP system or whether there is a delay.  If there is a delay, how long is it?
3. Check the programming of the INITIAL PAUSE on the OTHER CUSTOMIZATIONS screen (VP systems) /
PAUSE FOR X SECONDS on the PBX INFORMATION screen (NTVP systems).  The pause time may not be
long enough to accommodate the receipt of tones.
4. Check the programming of the transfer bypass feature.
5. Review the contents of the digit translation table TRANS.TXT (section 7.13).
7.4 Setting Up ACD GroupsIf the telephone system does not support Automatic Call Distribution (ACD) groups, you can use the VP
system to provide a form of this functionality. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-19You can define as many ACD groups as necessary, and you can chain ACD groups together. If all
extensions in a group are busy, the VP system can re-route the call, take a message, offer alternatives, or
place the call on a queue, playing specific messages for each queue position.
An administrator can add participants to the ACD group or remove participants from the group via his/her
telephone.  This allows the administrator to dynamically re-allocate employees as required (for example,
people in the Sales ACD group can be easily moved to the Order-Taking ACD group by making one call
into the system).
You can also allow each member of the ACD group to log in and out of the group as required.
Each ACD group is created using an ACD box (VP system versions 10.0 and lower) / Customer Service
box (VP system versions 10.1 and higher).  See section 5.10 for information on setting up an ACD box /
Customer Service box.  Since there are several options for the ACD box / Customer Service box, this
section describes how the ACD feature typically operates.
Setting up Enhanced ACD Integration
  Starting with VP system version 10.1x, with certain phone systems, the VP system can provide enhance
ACD integration features.  Enhanced ACD integration:
· Allows you to specify on CUSTOMER SERVICE BOX screens that call hunting is to start from the
longest idle extension
· Allows the VP system to identify non-idle agent extensions before attempting a call transfer
(speeding call processing)
· Provides LCD display of queue statistics on agent telephones
· Allows agents to log into and out of an ACD group via the LCD controls on their phone
· Provides a configurable length of “wrap-up” time after each call, so upon hang-up, an agent’s
extension will remain idle so the agent can complete additional call processing tasks.
For information on setting up enhanced ACD integration on phone systems that support it, consult the VP
system technical bulletin for the specific phone system.
7.4.1 Understanding ACD Group Operation
Note:The ACD box is referred to as the Customer Service box in VP system versions 10.1xand higher.When a call is routed to an ACD box / Customer Service box, the VP system checks to see if there is
anyone else queued for that ACD group.  If so, the VP system places the caller at the end of the queue.
If there is no one else queued for the ACD group, the VP system attempts to transfer the call to the first
extension in the group.  If the extension is free, the VP system releases the call to that extension and is
finished with the call.  If the extension is busy, the VP system tries the next extension, then the next, etc. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-20Note:After determining that an extension is busy, the VP system pauses for one second beforetrying the next extension. This pause allows the system to detect error tones, disconnecttones etc.  If you want to give the VP system more time to detect these tones, adjust theACD PAUSE time in the configuration file VM.CFG (see section 12).If there are no free extensions, the VP system puts the call in a queue.
7.4.2 Putting a Call in the Queue
When the VP system finds that all extensions are busy, it puts the call in a queue and informs the caller:
“All agents are busy.  You are number [number] in line.  If you would like to try a different extension,
press 1.  Or press 0 if you would like to speak with the operator.”
If the caller chooses option 1, the VP system looks at the ACD BOX / CUSTOMER SERVICE BOX screen and
performs the option specified in the field IF CALLER DOES NOT WANT TO REMAIN IN QUEUE.
If the caller chooses option 0, the VP system looks at the ACD BOX / CUSTOMER SERVICE BOX screen, and
routes the call to the box specified in the field OPERATOR BOX (DAY) or OPERATOR BOX (NIGHT).
If the caller does not press a digit, the VP system assumes the caller wants to remain in the queue, and it
plays a series of pre-recorded announcements, as described in the next section.  While the call is in the
queue and the caller is listening to the pre-recorded announcements, he/she always has the option to press
0 or 1 as described above.
7.4.3 Playing Announcements to Queued Calls
While the call is in the queue, the VP system plays a series of pre-recorded announcements to the caller.
The system looks for these announcements in two places:
· If the announcements have been recorded for this ACD box / Customer Service box (see section
5.10), then the VP system uses these announcements.
· If no specific announcements are recorded for this ACD box / Customer Service box, the VP
system plays a generic music-on-hold prompt (prompt 146). You may record up to 100 different
hold prompts.
The VP system plays each announcement in turn.  When it reaches the last recorded announcement, it
goes back to the first one and repeats the cycle.
At the end of each announcement, the VP system checks to see if this caller is first in the queue:
· If the caller is first in queue—The VP system tries the extensions again, looking for one that is
free.  If there are no free extensions, the VP system informs the caller of his/her position in the
queue and offers the options again:
“All agents are still busy.  You are number one in line.  If you would like to try a different
extension, press 1.  Or press 0 if you would like to speak with the operator.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-21· If caller is not first in queue—Once the VP system has played a pre-defined number of
announcements, it informs the caller of his/her position in the queue and offers the options again:
“All agents are still busy.  You are number [number] in line.  If you would like to try a different
extension, press 1.  Or press 0 if you would like to speak with the operator.”
If the caller does not press any digit, the VP system assumes that he/she wants to remain on hold and the
cycle continues another rotation.
When the VP system goes back to the caller for the sixth time, informing him/her of his/her position in
the queue, it tells the caller that he/she must enter a digit to remain in the queue.
“All agents are still busy.  You are number [number] in line.  If you wish to remain on hold, press 2.  If
you would like to try a different extension, press 1.  Or press 0 if you would like to speak with the
operator.”
If the caller does not press a digit, the VP system assumes the caller does not want to remain on hold and
performs the action specified on the ACD BOX / CUSTOMER SERVICE BOX screen in the field IF CALLER
DOES NOT WANT TO REMAIN IN QUEUE.  This functionality is designed as a safeguard, moving the call
onward and eventually freeing the port in the event the caller has hung up, and the telephone system does
not offer a reliable disconnect signal.
Note:If you want the VP system to always assume that the caller wants to remain in the queue,add the following line to the configuration file VM.CFG (see section 12):ASSUME HOLD = 997.4.4 Logging In and Out of an ACD Group
Logging in to an ACD group adds an extension to that group, so the VP system will try to send ACD calls
to that extension.  If an extension is logged in to an ACD group, it displays in NUMBERS field on the ACD
BOX screen (see section 5.10).
Logging out of an ACD group means removing an extension from that group, so the VP system will not
try to send ACD calls to that extension.  If an extension is not logged in to an ACD group, it does not
display in the NUMBERS field shown on the ACD BOX screen (see section 5.10).
Note:If the VP system is set up to use enhanced ACD integration fields, the functionality of theNUMBERS field varies from that described above.  See section 5.10 for details.To add or remove an extension to or from an ACD Box / Customer Service Box:
1. Call in to the VP system.
2. Log into the mailbox that is the owner of the ACD box / Customer Service box to be modified.
3. Choose option 3 from the Main menu.
4. Choose option 0 from the Options menu.
5. Choose option 1 from the ACD group administration menu. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-226. Enter the ACD box / Customer Service box number.
7. Enter the extension number.
8. Press 1 to add the extension to the ACD group, or press 2 to remove the extension from the ACD
group.
9. Listen to the confirmation, and hang up.
You can shorten this procedure using the database lookup feature (see section 7.15).  By setting up an
ACD database lookup application, you can provide each member of the ACD group with a specific ID
number he/she is to enter to log in and log out of the call rotation.  The following procedure illustrates
how you set up this application:
Assume there are 5 extensions that are members of ACD group 4444.  The extension numbers are 100,
101, 102, 103, and 104.
1. Create a mailbox to be the owner of ACD box / Customer Service box 4444.  Assume this is mailbox
2000.
2. Enter 5678 as the password for mailbox 2000.
3. Call in to the VP system, and open mailbox 2000.  When the tutorial starts, disable it by pressing *.
4. Hang up.
5. Display ACD box / Customer Service box 4444 on the VP system screen, and go to the field OWNER.
Enter 2000 in this field.  Mailbox 2000 is now the owner of ACD box / Customer Service box 4444.
6. Create a Routing box, box 2001 in this example.  This box will serve as the database lookup box.
7. Display Routing box 2001 on the VP system screen.  In the NAME field, enter the name of the file that
will house the lookup information, ACDLOGON.DAT in this example.
8. In the field ROUTE DIGITS BASED ON, choose DATABASE LOOKUP.
9. Record a short greeting for Routing box 2001.
10. Using a text editor program, create a text file named ACDLOGON.DAT.  For this example application,
the contents of the file are as follows:
default=800, not found=800
100*,9992:2000,5678,3,0,4444,1,100
1009,9992:2000,5678,3,0,4444,2,100
101*,9992:2000,5678,3,0,4444,1,101
1019,9992:2000,5678,3,0,4444,2,101
102*,9992:2000,5678,3,0,4444,1,102
1029,9992:2000,5678,3,0,4444,2,102
103*,9992:2000,5678,3,0,4444,1,103
1039,9992:2000,5678,3,0,4444,1,103
104*,9992:2000,5678,3,0,4444,1,104
1049,9992:2000,5678,3,0,4444,2,104
11. Return to the VP system. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-2312. In the initial Routing box, set the DESTINATION FOR DIGIT 8 field to route callers to box 2001.
Now ACD members can log into and out of the ACD group using a few simple keystrokes:
To log in:
· Call in to the VP system
· Dial 8, followed by the extension number, followed by a *
To log out:
· Call in to the VP system
· Dial 8, followed by the extension number, followed by a 9
7.5 Setting Up PagingThe VP system supports Tone, Digital, and Voice pocket-pagers.  Each of these pagers work slightly
differently.  Each is programmed differently and has different operational options.  Before setting up
paging, collect the following information:
· Which of the three types of pagers will be used?
· When does each subscriber want to be paged (always or only at certain times)?
· Who is to control whether or not a mailbox owner is paged (the caller or the mailbox owner)?
· What process is involved to manually complete the page—what call-progress and other tones are
heard, is a recorded message played?
· Is the process to manually complete a page always the same (do you always receive just 1 cycle
of ringing tone before the pager service answers, or does it sometimes require a longer period)?
Is the paging service number ever busy?
Note:Unless you have your own pager service (a paging transmitter connected to an extensionof the key system or PBX), the VP system places an external call to the paging service.For the pager notification feature to function properly, you must program the DIGITS TOGET A LINE FOR AN EXTERNAL CALL field on the GENERAL INFORMATION screen(VP systems) / PBX INFORMATION screen (NTVP systems), and define the parameterMAX INTERNAL in the VM.CFG configuration file (see section 12).7.5.1 Setting Up Tone Pagers
Tone pagers are perhaps the easiest to program, since the relaying of other information (DTMF tone or
voice) is not involved.  Most of the time Tone paging involves simply dialing the pager service, waiting
for answer, pausing a few seconds, then hanging up.  Therefore, you may choose to program a Tone pager
either in the PAGER NUMBER section or the MESSAGE DELIVERY section of each MAILBOX screen. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-24Programming Tone Pagers in the PAGER NUMBER Section
By programming the tone pager in the PAGER NUMBER section, you have the option of:
· Paging the mailbox owner with each new message left in his/her mailbox.
· Paging the mailbox owner only when the caller chooses the page option.
· Allowing the mailbox owner to call in to remotely change the pager number and turn the service
on and off.
· Set up a schedule to identifying when the box owner is to be paged.
To program a Tone pager in the PAGER NUMBER section:
1. Select the MAILBOX screen.
2. Enter the telephone number of the paging service (you can change the number remotely, see section
6.6)  Normally, access codes for outside lines are not required here (see the note at the beginning of
this section).  If you want to restrict pager calls to use lines in a particular line group, enter the letter
(A, B, C, or D) of the line group in braces { } before the telephone number (for example,
{A}5551212, see section 7.16 for more information).  Press .
3. Select Tone as the PAGER TYPE.  The pager type options are NONE, TONE PAGER, and DIGITAL PAGER.
4. Identify the number of times the VP system is to make successful calls to the paging service.  The
number of unsuccessful calls (for example, a call reaching a busy line) is determined by the parameter
PAGER RETRY in the configuration file (see section 12).  You may want to set this field to 2 or more
times if, for example, the pager has “dead zones,” and you want to ensure the mailbox owner receives
at least one of several pages.
5. If you set the previous field to 2 or more, identify the interval, or minutes between calls. This refers to
successful pager calls.  If a pager call is unsuccessful, the VP system automatically re-tries every few
seconds.
6. Select the schedule of times the mailbox owner is to be paged.  See section 5.5 for more information.
7. Set the ENABLED field to YES to turn the pager service on and set it to NO to turn the service off.
This field can be changed from the PC keyboard or remotely by the mailbox owner (see section 6.6).
8. In the AFTER PLAYING GREETING field identify under what circumstances the mailbox owner is to be
paged. Select one of the following options:
· Select PAGE IMMEDIATELY to indicate the mailbox owner is to be paged each time a new
message is received in his/her mailbox.  The mailbox owner’s personal greeting should be
recorded with wording such as:
This is [name]. I’m sorry I’m not available right now, but if you leave a message at the tone,
I will be paged immediately and return the call.”
· Select RECORD IMMEDIATELY, if you want to give the caller the option of paging the mailbox
owner.  The mailbox owner’s personal greeting should be recorded with wording such as:
“This is [name].  I’m sorry I’m not available right now, but you may leave me a message at
the tone.  If this is an urgent call, please press 2 now and I will be paged immediately.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-25If the caller does not press 2, the VP system simply records his/her message.  If the caller
presses 2, the VP system records his/her message, then immediately begins the paging
process.
· Select WAIT FOR DIGIT if you want to force the caller to choose an option.  The mailbox
owner’s personal greeting should be recorded with wording such as:
“This is [name].  I’m sorry I’m not available right now.  Press 1 to leave me a message, or
press 2 to leave an urgent message and I will be paged right away.”
If the caller does not press any digit, no message is recorded and no page is sent.
You can choose to offer any other valid option(s) to the caller in the greetings such as:
“...press 3 to return to the main menu, press 0 for the operator...” etc.
Programming Tone Pagers in the MESSAGE DELIVERY Section
By programming the Tone pager in the MESSAGE DELIVERY section, you have the option of:
· Paging the mailbox owner with each new message left in his/her mailbox.
· Paging the mailbox owner only when the caller chooses the page option.
· Allowing the mailbox owner to call in to remotely change the pager number (even to a telephone
number) and turn the service on and off.
· Set up a schedule to identify when the box owner is to be paged.
· Specifying more than one pager number, or specifying both pager numbers and regular telephone
numbers to increase the mailbox owner’s chances of being reached with messages.
A major difference in using the MESSAGE DELIVERY section to activate pagers is that you can not offer
callers the option to page or to just leave a message.  The option, “Press 2 to have me paged” applies
only to a pager programmed in the PAGER NUMBER field.
Note:The PAGER NUMBER fields and the MESSAGE DELIVERY fields are two independent VPsystem features.  Before proceeding, see section 7.6 to familiarize yourself with themessage notification feature.To program a Tone pager in the MESSAGE DELIVERY section:
1. In the AFTER PLAYING GREETING field identify under what circumstances the mailbox owner is to be
paged.  Select one of the following options:
· Select RECORD IMMEDIATELY, if you want the caller to simply begin recording at the tone.
The mailbox owner’s personal greeting should be recorded with wording such as:
“This is [name].  I’m sorry I’m not available right now, but you may leave me a message at
the tone.
The VP system records his/her message.