Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-26· Select WAIT FOR DIGIT if you want to force the caller to press 1 to leave a message.  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.
If the caller does not press 1, no message is recorded.
The other after-greeting options are not valid when programming a Tone pager using MESSAGE
DELIVERY.
2. Move the cursor to the first field of the MESSAGE DELIVERY section.  This is the first of five CALL
fields.  You can place the telephone number of a Tone pager in any of these five fields, but the first
field is the only one that can be changed remotely (see section 7.6).
When you use the MESSAGE DELIVERY section to call a Tone pager, the VP system dials the number
and, when it detects an answer, it plays the system prompt, “Message for [name].  Press 1 to listen to
the messages.”  The prompt repeats the number of times specified by the VM.CFG parameter NOTIFY
REPS  (see section 12).  Since this call is being answered by a paging service and not a live person, we
must depend upon the paging service to terminate the call.  This is usually not a problem, but if you
find that pager calls programmed in the MESSAGE DELIVERY section are holding the line until all of
the prompt repetitions have played, you may need to force the disconnect by adding a few pauses
followed by the letter H (for hang up) after the number in the CALL field.  For example,
5551212,,,,,,H
In this example, the VP system dials the number, pause 6 seconds (the default value for 6 commas),
then hangs up.  Note, however, that the letter H can only be entered from the keyboard, and cannot be
added to the pager number if it is changed remotely.
Note:When using the MESSAGE DELIVERY section to page, the VP system is not listening forcall-progress tones (such as ringing or busy tones) during the pauses before hang-up.Therefore, every call is considered a successful call, even if the pager service was busy ordid not answer.The guidelines for using line groups and access codes are the same as when you use the PAGER
NUMBER field to program Tone pagers, as discussed in earlier in this section.
3. You can enter a different pager number in each of the five CALL fields.  For example, if the company
had an on-call technician, you may want him/her to be paged 3 times at intervals of 30 minutes for
each new message received in his/her mailbox.  You may enter his/her pager number in the first CALL
field and his supervisor’s pager number in the second CALL field.
If the on-call technician checks his/her messages and clears his/her mailbox of all new messages
before his/her cycle of pages is completed, the supervisor is not be paged.  If he/she does not, the VP
system proceeds with the next number on the list, the supervisor’s number.
You can use a variation of this programming technique if there are two shifts of on-call technicians.
You enter each of their pager numbers in the CALL fields, choose the number of times to repeat each
page, then select a schedule from the pop-up menu in the SCHEDULE field.  Each CALL number can be
assigned its own schedule (see MAILBOX screen information in section 5.5).
Refer to section 7.6 for additional information on programming these fields. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-277.5.2 Setting Up Digital Pagers
Unlike Tone pagers, activating Digital pagers is a two-step process—dialing the pager service, then
sending DTMF tones.  To program Digital pagers, you should use the PAGER NUMBER area on the
MAILBOX screen.  This area provides you with more parameters you can use to “fine tune” the paging
operations.  It is also possible to use the MESSAGE DELIVERY section of the mailbox to program Digital
pagers.  The programming and available options for each area are discussed in the following two sections.
Programming Digital Pagers in the PAGER NUMBER Section
By programming the Digital 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 identify when the box owner is to be paged.
· Having the system prompt the caller to enter a callback number, which is relayed to the pager.
· Having the system ask the caller to leave the message, then having the mailbox number
automatically sent as the callback number to the pager.
To program a digital 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
7.6).  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 Digital 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 make to the paging service.
The number of unsuccessful calls (for example, calls that reach a line that is busy) is determined by
the VM.CFG parameter PAGER RETRY  (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 the number of 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). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-288. Move the cursor to the AFTER PLAYING GREETING field.  Choose under what circumstances you want
the mailbox owner to be paged and what information you want the callback number to contain.
Select one of the following options:
· Select PAGE IMMEDIATELY if you want the VP system to prompt the caller to enter his/her
callback number then page the mailbox owner each time he/she receives a call.  The mailbox
owner’s personal greeting should contain wording such as:
“This is [name].  I’m sorry I’m not available right now, but if you leave the telephone number, I
will be paged, and I’ll call you back as soon as possible.”
When the greeting ends, a system prompt plays requesting that the caller enter his/her callback
number (no voice message is recorded):
“Please dial your own telephone number now.”
Note:If the VP system has collected an account number for the call, it offers to send the accountnumber to the pager. For example, “The number which will be displayed on the pager is444-2345. If this is correct, press 1.”  If the caller does not press 1, the system says,“Please dial your own telephone number now,” and it waits for the caller to enter thenumber.When the caller has entered the number, the VP system repeats the number then asks for
confirmation.  For example:
“The number which will be displayed on the pager is 5551212.  If this is correct, press 1.  If not,
press pound.”
If the caller presses #, he/she is given a chance to enter the number again.  If the caller presses 1,
the VP system plays the prompt:
“That party will be paged right away.”
If the caller does not press 1, the system default is not to send a page.  If you want the system to
send a page even if the caller does not press 1, you can enter the parameter ASSUME PAGE
CONFIRM in the VM.CFG file (see section 12).
· Select RECORD IMMEDIATELY, if you want to give the caller the option of paging the mailbox
owner (with a call-back number, not a voice message).  The mailbox owner’s personal greeting
should contain 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’ll get back to you as soon as possible.  If this is an urgent call, press 2 now and enter the
telephone number.  I will be paged immediately and call you right away.”
If the caller does nothing, the VP system simply records his/her message, but does not initiate a
page.  If the caller presses 2, he/she is prompted to enter a callback number.  The same sequence
of accepting the digits, replaying them, and asking for confirmation (as described earlier) then
follows. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-29Note:If the VP system has collected an account number for the call, it offers to send the accountnumber to the pager. For example, “The number which will be displayed on the pager is444-2345. If this is correct, press 1.”  If the caller does not press 1, the system says,“Please dial your own telephone number now,” and it waits for the caller to enter thenumber.· Select RECORD THEN PAGE if you want the system to take a voice message from the caller and
page the mailbox owner.  The mailbox owner’s greeting should contain 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.”
The VP system records the caller’s message as usual, but does not ask for the caller to enter
his/her callback number.  Instead, the account number collected during the call is used as the
callback number, if an account number has been collected.  If an account number was not
collected, the mailbox owner’s box number is sent as the callback number.
· Select WAIT FOR DIGIT, if you want to force the caller to choose an option.  The mailbox owner’s
greeting should contain wording such as:
“This is [name].  I’m sorry I’m not available right now.  Press 1 if you would like to leave me a
message.  If the call is urgent, please press 2.  I will be paged right away and return the call.”
If the caller does not press any digit, no message is recorded and no page is sent.
You can also 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.
Additional Parameters for Digital Pagers
There are additional parameters available in the system configuration file VM.CFG you can use to
configure the VP system to operate with the Digital paging service (see section 12 for details on
programming).  These apply only to pagers programmed in the PAGER NUMBER field, not to those set up
in the MESSAGE DELIVERY section.
· CALL-PROGRESS TONE DETECTION
Normally, the VP system monitors the line for busy tone and ringing tone when calling a pager
service.  In most circumstances at least one cycle of ringing tone is heard before the paging
service answers.  When the VP system recognizes that ringing has stopped, it assumes the paging
service has answered, and it sends the callback DTMF digits.  There are some cases where the
ringing tone is never heard, or is only heard sometimes.  In this case, you may need to disable call
progress tone detection and substitute a timer, using the parameter PAGE TIME in the configuration
file.
· PREFIXING THE CALLBACK NUMBER
This parameter allows the VP system to automatically insert extra information before the
callback number.  Usually additional digits are not required.  However, if the paging
service answers with a short recording (such as, “Please enter the telephone number”),
you may need to add extra pauses before the callback number to prevent the VP system 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-30from sending the callback digits prematurely.  Use the PAGER PREFIX parameter in the
configuration file.
· APPENDING TO THE CALLBACK NUMBER
If you need to automatically insert any additional digits (such as #) or pauses at the end of
the callback number and before disconnect, use the PAGER APPEND parameter in the
configuration file.
Programming Digital Pagers in the MESSAGE DELIVERY Section
You use the MESSAGE DELIVERY fields of the MAILBOX screen to program Digital pagers in much the
same way as you use them to program Tone pagers.  The one item you must add is a callback number
(usually the mailbox number), since with Tone pagers, no callback number is collected from the caller,
only a voice message is.  A typical callback number sequence might be:555-1212 ,,,,,,5000#HPager number to be called6-second pause
Mailbox number (as the
callback number)
to the pager
Hang-up immediately after dialing
this sequence Pound to signal end-of-numberNote:When using a dialing plan like that shown above, the VP system is not listening for call-progress tones (ringing or busy tones) during the long pause (L).  Therefore, every call  isconsidered a successful call, even if the pager service was busy or did not answer.Keep in mind that a mailbox owner can change only the first of the CALL numbers remotely, and he/she
cannot enter the H (hang up) character by calling in remotely.
For both the pager notification feature and the message delivery feature, if there are no free lines when the
VP system tries to make the call to the paging service, the VP system keeps trying at 10-second intervals
for about 10 minutes.
Again, remember that only paging programmed in the PAGER NUMBER field can detect a busy signal on
the line after dialing the pager service.  If the pager service is busy often during peak periods of the day,
do not program paging in the MESSAGE DELIVERY section unless you program the page to repeat several
times.
7.5.3 Setting Up Voice Pagers
Voice pagers cannot be programmed using the PAGER NUMBER field.  They must be set up in the
MESSAGE DELIVERY section.  The programming for Voice pagers is discussed in section 7.6. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-317.5.4 Setting Up a Schedule for Paging
When using either the PAGER NUMBER field or the MESSAGE DELIVERY section’s CALL fields to program a
pager, you can set up a schedule identifying when the mailbox owner is to be paged.  The options include:ScheduleResultALWAYSThe mailbox owner is paged with calls to this mailbox at all times.DAY SERVICEThe mailbox owner is paged only during Day Service, as defined in
the BUSINESS HOURS screen.NIGHT SERVICEThe mailbox owner is paged only during Night Service, as defined
in the BUSINESS HOURS screen.SCHEDULE A, B, C, or DThe mailbox owner is paged only during the schedule as defined
on the MAILBOX PAGE 3 screen (VP systems) / by pressing the
View Schedules button (NTVP systems).7.5.5 Troubleshooting Pager Functions
Use the general steps provided below as guidelines for troubleshooting pager functions.
Pager Not Being Activated
1. Verify that the enabling field in the PAGER NUMBER or MESSAGE DELIVERY section is set to YES.
2. Verify the SEQUENCE OF DIGITS TO GET AN OUTSIDE LINE field on the GENERAL INFORMATION screen
(VP systems) / PBX INFORMATION screen (NTVP systems) is correct and that the INTERNAL parameter
in the VM.CFG file is correct.
3. Verify that the SCHEDULE you have selected is correct.
4. Leave a new message in the mailbox (choose the option to page if required).
Monitor the LINE INFORMATION screen.  The VP system should attempt to make the outgoing page
call within a few seconds.
Monitor the line with a DTMF digit display unit or a test set.  The VP system should dial the same
sequence as would a live person.  This is typically a 9 (to get an outside line), a short pause, then a
seven-digit pager number.  If you do not hear the proper dialing sequence, re-check the data entry.
5. If the pager is programmed in the PAGER NUMBER field, verify that at least one cycle of ringing tone
is heard before the pager service answers.  If not, you must configure the VP system to not listen to
call-progress tones.  Do this using the PAGE TIME parameter in the VM.CFG file (see section 12).
Pager is Activated, But Callback Number is Missing or Incorrect
1. If you programmed the pager in the PAGER NUMBER field and you are using call progress tone
detection, the VP system may be sending the callback digits too soon after the pager service answers. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-32Use the PAGER PREFIX parameter in the VM.CFG file to insert the proper number of pauses before the
callback number.
2. If you disabled call progress tone detection and are using only fixed timing parameters, verify that
calls to the pager service use exactly the same time frame on every call.  If so, you may need to adjust
the entry for the PAGE TIME parameter.
3. If you are using a pager service that has required you to disable call progress tone detection and at
some times it is possible that the pager service number is busy, then you must set the number of times
to call to more than 1.  (With call progress tone detection off, the VP system cannot detect busy and
considers a call to a busy number as successful.  By sending the page more than once, you increase
the odds that the number is not busy.
7.6 Setting Up Message DeliveryYou can configure the VP system to call you when you have new messages in the mailbox.  These calls
can be placed to any telephone, to a telephone answering machine, or to a voice pager.  The MAILBOX
screen (see section 5.5) contains the fields you use to set up this feature.
To set up message delivery in a mailbox:
1. DOS-based VP systems:  On the MAILBOX PAGE 2 screen, in the field CURRENTLY ENABLED, choose
ALL MESSAGES or URGENT MESSAGES ONLY.
NT-based VP systems:  On the MAILBOX screen, MESSAGE DELIVERY tab, in the DELIVER THESE
MESSAGES area, choose ALL MESSAGES or URGENT MESSAGES ONLY.
2. In the CALL field, enter the telephone number the VP system is to call to deliver messages.  There are
5 CALL fields, so you can specify up to 5 different numbers that the VP system is to attempt to deliver
messages.
3. Set up the INTERVAL field and REPEAT field (VP systems) / TIMES field (NTVP systems) as described
in section 5.5.
Deciding When to Call
When a message is deposited into the mailbox, the VP system examines the information specified in the
MESSAGE DELIVERY section to determine whether it should call out to deliver the message.  Figure 7-3
shows how the VP system makes this determination.
Note:The VP system can call 5 different telephone numbers, at different times (as specified onthe MAILBOX screen).  Each of these telephone numbers and time combinations is calleda rule.  When a message arrives in a mailbox, the VP system applies all 5 rules whendetermining which number to call. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-33Is feature disabled?Have we called this
number enough
times?Is the CALL number
blank?Has the INTERVAL time
elapsed since the previous
call?Message arrives in
MailboxIs this message
urgent?All rules completed
for today?Are we within the
SCHEDULE times
for this rule?Try again laterMake the callFinished with this
message for todayTry another ruleIs Mailbox
configured to deliver
URGENT messages
only?NoYesYesNoNo YesYesYesYes NoNoNoYesNoYesNoFigure 7-3   How the VP System Decides When and Where to Deliver a Message 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-34Making the Call
When the VP system makes the call to deliver a message, it listens for an answer.  As soon as it detects
that the call has been answered, it begins repeating:
“Message for [name].  Press 1 if you would like to hear the messages.”
Note:There are several places within the VP system where the caller is asked to press a certainkey to confirm that a particular option is correct (for example, when a caller enters a call-back telephone number to be sent to a digital pager, the VP system repeats the number tothe caller and asks him/her to press a particular digit to confirm that the number iscorrect).  By default, the confirmation digit is 1, and any other digit means NO.  You canchange this to allow any other digit to mean YES or any one of a group of digits to mean‘Yes.’  To do this, access the field DIGITS THAT MEAN YES WHEN ASKING FORCONFIRMATION on the CALL TRANSFER SCREEN (VP systems) / GENERALINFORMATION screen (NTVP systems).  Enter all digits you want the system to accept asa YES response.The VP system repeats this announcement 5 times, then hangs up.  You can change the number of times
the VP system is to repeat the announcement in the VM.CFG file (see section 12).
If the called party presses 1, the VP system asks for the mailbox password (to verify that it is the mailbox
owner who answered the call).  After the mailbox owner enters the password, the VP system voices a
prompt such as:
“You have 2 new messages and 3 old messages.
To listen to the messages, press 1.
To send a message, press 2…”
The owner can now press 1 to listen to his/her new messages.
When setting up message delivery, if you include M (for answering machine) as the last character in the
telephone number, the VP system plays the prompt, “Message for...” the specified number of times, then
starts playing back each message in turn without requiring a password.
If you include V (for voice pager) as the last character in the telephone number, the VP system begins
playing the message immediately upon detecting an answer.
Note:If the mailbox owner is using a voice pager, he/she should advise callers of the time limitallowed for voice pages in the mailbox’s personal greeting.  This limitation is typically 10 -15 seconds.7.7 Working with Service ModesYou can set up the VP system to handle calls differently after office hours and on weekends by setting up
the BUSINESS HOURS screen.
On the screen enter the opening time, closing time, and lunch times of the business for each day of the
week.  Enter each time in 24-hour format (for example, enter 8:00 PM as 20:00). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-35If the business is open 24 hours on a particular day, enter 0:00 as the DAY SERVICE BEGINS time and 24:00
as the DAY SERVICE ENDS time.
If the business is closed all day on a particular day, enter 0:00 as both the DAY SERVICE BEGINS and DAY
SERVICE ENDS time.  The VP system stays in Night Service mode that entire day.
You can use the Lunch Service period as a true lunch hour (for example, noon to 1:00 PM) or as a
different day part (for example, a second shift from 5:00 PM to 11:00 PM).  This is described later in this
section.
When the VP system answers an incoming call, it consults the LINE INFORMATION screen to determine
which initial box to use.  If the system is in Day Service mode, the VP system directs the call to the box
specified in the INITIAL BOX - DAY SERVICE column for the particular line. During Lunch Service mode,
the call is directed to the box specified in the INITIAL BOX - LUNCH SERVICE column for the particular line.
All times not defined on this screen as being part of the Day Service mode or Lunch Service mode are, by
default, considered to be Night Service mode.
The time lines in Figure 7-4 show two typical uses of BUSINESS HOURS screen programming.
DayserviceendsNight
servicebeginsNight
service
ends
Day
servicebeginsDay
serviceendsLunch
serviceendsNight
serviceendsNight
servicebeginsDay
servicebeginsLunch service
begins12:00 noonMidnight8:00 AM5:00 PM1:00 PM8:00 AMLunch
servicebeginsLunch service
endsFigure 7-4   Two Uses for Lunch Service
The top time line illustrates a typical use of the BUSINESS HOURS screen for a business that opens at 8:00
AM, closes between Noon and 1:00 PM, then is open again from 1:00 PM to 5:00 PM.  A caller hears the
same initial greeting during the morning and afternoon open hours, a “closed for lunch greeting” during
the noon hour, and a “closed for the day” greeting at night.