Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-36The bottom time line illustrates an alternate method of using the BUSINESS HOURS screen, setting up 3
separate time periods throughout the day.  A caller receives one greeting from 8:00 AM until Noon, a
second greeting from Noon to 5:00 PM, and a third greeting from 5:00 PM until 8:00 AM.
In either case, you define which greeting is to play by selecting an Initial box (usually a Routing box) for
each line during each time period and recording the greeting in each of those boxes.  Select the Initial box
on the LINE INFORMATION screen.
Independent of this programming, you can set up the VP system to automatically insert an appropriate
day period announcement before the greeting in the initial box is played (“Good morning,” “Good
afternoon,” or “Good evening”).  These phases are system prompts 171, 172, and 173 and are not pre-
recorded.  If you want to use any or all of them, they should be recorded by the same person that you use
to record the greeting in the Initial box.  See section 15.
You can select a time when the VP system should switch from the “Good afternoon” prompt to the
“Good evening” prompt (the “Good morning” prompt time is fixed to play between Midnight and
Noon).
Supervisor Control of Day and Night Service
 A system supervisor can override the regular Day Service, Lunch Service, or Night Service mode by
forcing the VP system into another mode.  The VP system switches to the new service mode and remains
in that mode until it is time for the system to automatically switch out of that mode and into another.  For
example, assume that Day Service mode runs from 8:00 AM until 5:00 PM and Lunch Service mode runs
from noon until 1:00 PM.  If the supervisor calls in at 9:00 AM (the VP system is in Day Service mode)
and forces the VP system into Night Service mode, the VP system remains in Night Service mode until
noon.  It then automatically switches to Lunch Service mode.
For information on how a supervisor can override the Day Service and Night Service modes, see section
7.11.
7.8 Announcing a Call Over the Public Address SystemWhen a call is routed to a mailbox, the VP system attempts to transfer the call.  If the called party does
not answer, or is busy, the VP system plays the mailbox owner’s personal greeting (or the default greeting
if none is recorded).  An example of a personal greeting is:
“Hi this is John.  Sorry I missed the call.  Leave me a message after the tone, and I will get back to you as
soon as possible.”
At this point, you can give the caller the option to have the call announced over the company’s public
address (P.A.) system (also referred to by some as a paging system).  A caller can elect to have the party
paged by selecting option 5 while listening to the mailbox greeting.  A mailbox owner who wants to
provide callers with this option, should inform the caller of its availability in the mailbox’s personal
greeting.  For example:
“...If you would like to have me paged over our PA system, please press 5...”
The class of service assigned to the called party’s mailbox must allow access to the P.A. system for
callers to be able to use this feature.  If the caller presses 5 to have the mailbox owner paged over the P.A. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-37system (and the class of service assigned to the mailbox permits access to the P.A. system), the VP
system:
1. Places the caller on hold.
2. Dials the P.A. system.
3. Announces the call.
4. Goes back to the caller, and ask him/her to wait a moment.
5. Transfers the call to the mailbox owner’s extension.
The called party can now pick the call up from his/her extension by going to the actual extension or, if
available on the telephone system, performing a “directed call-pickup.”
To set up the P.A. feature on the VP system, you must enter the following information about the P.A.
system:
· The sequence the VP system needs to dial to place the caller on hold, and call the P.A.
· If the P.A. is busy, the sequence dialed by the VP system to get back to the caller to inform
him/her
· After the P.A. system has answered, and the call has been announced, the sequence the VP
system dials to get back to the caller to inform him/her
You enter the dialing sequences to perform these functions in the VM.CFG, under the parameters PA.INIT,
PA.BUSY, and PA.CANCEL, respectively.  See section 12.
When the P.A. system answers, the VP system voices says:
“There is a call [name].  Please dial the pick-up code for your extension.”
This prompt repeats this announcement a pre-defined number of times, then transfers the call to the
extension number.  The number of times the VP system repeats the prompt is 3 by default.  You can
change this number by modifying the parameter P.A. REPEATS in the VM.CFG file.
The paged party can go to his/her telephone and wait for the VP system to re-transfer the call or he/she
can wait a few moments after the page has completed (to give the VP system time to re-transfer the call),
then dial the code for a directed call pick-up.
If the called party does not answer the page, the caller is re-directed to the called-party’s mailbox where
the caller can leave a message, try another extension, etc.
Some telephone systems also offer a “call park” feature.  With call parking, the paged party can dial the
pick-up code to retrieve a parked call before the page has completed.  If call parking is not available, the
paged party must wait until the paging completes and the VP system has transferred the caller back to the
paged party’s telephone.
A disadvantage of call parking, however, is that with most telephone systems, if the page is not answered,
the calling party recalls to the main greeting, not the mailbox owner’s personal greeting.
If you use the call park feature, reserve the park location exclusively for the VP system.  Also re-record
prompt 152 to instruct the paged party how to answer the parked call.  (Consult the telephone system
documentation and see section 4.12.) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-38Call parking involves the following sequence of events:
1. The caller is placed in call park.
2. The VP system dials the P.A. system and announces the call the required number of times.
3. The VP system hangs up, completing the process.
4. The paged party either answers the page by dialing the call park retrieval code or does not answer.  If
the called party does not answer, the caller is returned to the main VP system greeting by the park
recall timer.
You program steps 1 and 2 using the VM.CFG parameter PA.INIT.  Step 3 is controlled by the parameter
P.A. CANCEL.  Since in most cases, this step involves simply hanging up, you simply specify the
parameter as PA.CANCEL = H (H indicating hang-up).
Finally, specify an entry for the parameter P.A. BUSY.  Your entry should indicate the sequence the VP
system must dial to return to the caller in the event the call park location is busy.
Note:Before programming the paging parameters in VM.CFG, connect a single-line telephoneset or a test set to one on the voice mail ports and test the sequences described above.Make notes on each step you must perform (what you dial to put the caller on hold, whatdo you dial to access the P.A. system, etc.). See section 12 for a list of the specialcharacters available when you specify these sequences.If you are not using the PA feature, it is recommended you disable the PA feature completely.  To do so,
enter the following line in the VM.CFG file:
MENU.MBOX.PA = X
Once the P.A. call announcing feature is disabled, if a caller presses 5 during the mailbox greeting, the VP
system takes whatever action you specified in the field IF CALLER CHOOSES OTHER OPTIONS on the
MAILBOX screen.
7.9 Setting Up Call QueuingThis section discusses call queuing as it relates to calls transferring to a mailbox with a busy extension.
For information on how calls are queued for ACD groups, see section 7.4.
The call queuing feature is available to mailboxes using the WAIT FOR ANSWER, WAIT FOR RING, and
SCREEN transfer types.  It is not available to mailboxes using the transfer type BLIND.
When call queuing is set up for a mailbox, if the VP system tries to transfer a call to the mailbox’s
extension, and that extension is busy, the VP system offers the caller the option to hold (provided the
number of lines already holding for the extension has not reached the limit specified in the class of service
assigned to the mailbox).  The caller hears a prompt such as:
“[Name] is busy.  You are number [number] in line.  If you would prefer to leave a message, press 1, or
to try another extension, press 3.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-39If the caller selects the option to leave a message, the VP system plays the mailbox greeting and processes
the call in the normal manner.  If the caller chooses to try another extension, the VP system takes the
action specified in the IF CALLER CHOOSES OTHER OPTIONS field of the mailbox’s MAILBOX screen.
If the caller does not press a digit, the VP system assumes that he/she wants to remain on hold.  The
system plays a short recording, which is the system hold prompt 146.  You may record up to 100 different
hold prompts.  At the end of each recording, the VP system checks to see if this caller is first in line for
the called extension.  If so, the VP system tries calling the extension again to see if it is still busy.
If the extension is now free, the VP system transfers the call in the normal manner.  If the extension is still
busy, the VP system keeps playing the hold prompts and re-trying the extension up to a pre-defined
number of times.  This number is defined in the class of service assigned to the mailbox in the field TRY
EXTENSION X TIMES BEFORE GOING BACK TO CALLER.  Once the VP system reaches the pre-defined
number of times, it goes back to the caller and says:
“[Name] is still busy.  You are number [number] in line.  If you would prefer to leave a message, press 1,
or to try another extension, press 3.”
If the caller selects to remain on hold, the VP system resumes playing the hold-prompts, and the cycle
repeats.  If multiple hold prompts are recorded on the system, the caller hears each prompt in turn until all
prompts have all played, then the cycle begins again with the first hold prompt.
Note:While the caller is listening to any of the hold prompts, he/she can press a valid key at anytime to leave a message, try another extension, speak to an operator, etc. See section 5.5for the complete list of options.  You also can limit the number of options available to thecaller while he/she is in the hold queue by modifying the field DIGITS ALLOWED WHILEHOLDING in the class of service assigned to the mailbox.When the VP system has gone back to the caller the sixth time, it asks the caller to press the digit 6 if
he/she wishes to remain on hold:
“[Name] is still busy.  You are number [number] in line.  If you wish to remain on hold, press 6.  If you
would prefer to leave a message, press 1, or to try another extension, press 3.”
This time, if the caller does not press a digit, the VP system does not assume that he/she wants to hold.
Instead, it removes the caller from the queue and plays the mailbox greeting.  The system uses this call
handling technique to guard against the possibility that the caller hung up while on hold, and the hang up
was not detected.  You can modify the point at which the VP system transfers the call to the mailbox
greeting by adjusting the ASSUME HOLD parameter in the VM.CFG file (see section 12).
Note:You can disable the call queuing feature for a particular mailbox by indicating that zerolines are allowed to hold for the mailbox in its assigned class of service (see section 4.10).Note:You can prevent the system from announcing a caller’s position in the queue (for example,“You are number 2 in line”) by adjusting the field ANNOUNCE QUEUE POSITION? in theclass of service assigned to the mailbox (see section 4.10). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-40For more information on call queuing, also refer to:
· The NUMBER OF LINES ALLOWED TO HOLD field and NUMBER OF RE-TRIES BEFORE RETURNING TO
CALLER fields (VP systems) / TRY EXTENSION X TIMES field (NTVP systems) on the CLASS OF
SERVICE screen.
· Section 15, for information on optional pre-recorded system prompts and the system hold
prompts.
· Section 4.11 for information on customizing system prompts.
7.10 Viewing VP System Status Screens7.10.1 Understanding the Line Status Screen (DOS-based VP Systems)
When the Line Status screen is displayed, you can perform several actions.  These actions and their
associated keys are summarized in Table 7-2 and described in more detail below.KeyFunctionDescriptionESCExitExits the VP system program.PgUpNext mailboxesDisplays the next 50 mailbox / messages.PgDnPrevious mailboxesDisplays the previous 50 mailbox / messages.F1HelpDisplays Help information.F2DisconnectDisconnects the specified line.F3Change displayChanges the display:  Logo -> Messages -> Calls.F4Go offhookTakes a line off-hook (for example, for testing).F5Previous 12 linesDisplays the status of the previous 12 lines.F6Next 12 linesDisplays the status of the next 12 lines.F7Reset countsResets the call counters to 0.F8Not usedF9Not usedF10DatabaseAccess the VP system database.Ctrl-F1MW refreshRefreshes all message waiting lamps.Ctrl-F2MW cancelCancels update of message waiting lamps.Ctrl-F3ResetResets a mailbox.Ctrl-F4Not usedCtrl-F5Adjust clockMoves the PC clock back 1 hour.Ctrl-F6Adjust clockMoves the PC clock forward 1 hour.Ctrl-F7Adjust clockMoves the PC clock backward 1 minute. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-41KeyFunctionDescriptionCtrl-F8Adjust clockMoves the PC clock forward 1 minute.Ctrl-F9Not usedCtrl-F10TestGenerates a dummy error message, for testing.Alt-F1Not usedAlt-F2Trace to fileSends diagnostic trace information to file TRACE.LOG.Alt-F3Trace to printerSends diagnostic trace information to a printer.Alt-F4Version infoDisplays version information.Alt-F5TraceTurns diagnostic trace on/off.Alt-F6Display memoryShows the amount of free memory remaining.Alt-F7
through
Alt-F10Not usedTable 7-2   Keys Available on Line Status Screen
Exit to DOS 
Pressing the  key instructs the VP system that you want to exit the program.  Before allowing you
to exit, the VP system asks you for the database password.  The default Technician password is 1234.
(Passwords are specified on the GENERAL INFORMATION screen).
The password can be entered in either upper or lower case.  As you enter the password, the VP system
displays an asterisk (*) for each letter you type.  This prevents anyone from learning the password by
watching the screen as you type.  If you enter the password correctly, the VP system begins its clear-down
sequence.  The VP system does not answer subsequent incoming calls and waits for all existing calls to
clear.  When all calls have ended, the VP system exits to DOS.  While waiting for the calls to clear, you
can press  to terminate the calls immediately.
Help 
Pressing  displays the Help screen.  On some VP systems, you may notice that when the Help screen
is displayed, the “beating heart” stops, and the on-screen clock is not updated.  The system is still running
normally, it is simply not updating the screen information.  The clock and heart return to normal when
you exit the Help screen.
Terminate the Call On One Specific Line 
Pressing  terminates the call on one specific line.  When you press , the VP system asks you
which line to disconnect.  Enter the line number, then press  (or press  to cancel the
request). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-42Change Display Mode 
Pressing  switches the display between the Logo screen, Message Status screen, and Incoming Call
screen (also the Outbound Call Activity screen if you are using the optional Outbound Telemarketing
module).
Taking a Line Off-Hook 
Pressing the  key takes a line off-hook (for testing, etc.).  When you press , the VP system asks
you which line to take off-hook.  Enter the line number, then press  (or 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-43The message waiting lamp refresh can also be set to execute daily at a pre-determined time.  See section
4.9 for details.
Resetting a Mailbox 
Pressing  informs the VP system that you want to reset a mailbox.  If you press  the VP
system asks you which mailbox you want to reset.  Enter the mailbox number, then press  or press
 to cancel the request.
When you reset a mailbox, the following things happen:
· All messages are deleted from the mailbox.
· The tutorial is enabled.
· All personal greetings are deleted.
· The password is reset to a default password (copied from the prototype mailbox).
· The mailbox is removed from the dial-by-name directory.
For more information on resetting the mailbox, see section 7.11.
Adjusting the PC Clock
Use the following keys to adjust the PC’s clock:
· —rewinds the clock 1 hour.
· —advances the clock 1 hour.
· —rewinds the clock 1 minute.
· —advances the clock 1 minute.
Display Software Versions 
You can display certain information about the software currently running in the system by pressing .  An Advisory displays on the screen in the area below the Line Status area of the screen.  The
display contains the following information about the system:
· The VP system software version number, displayed, for example:V:9.0
· The release level of the version, displayed, for example:R:2
· The software level of the voice board driver, displayed, for example:H:5.38
· The software level of the operating system, displayed, for example:DOS:6.22
7.10.2 Viewing Available Line Status Screen Displays (DOS-based VP Systems)
The fields discussed below are common to all the screen displays.  When the VP system is displaying the
Line Status screen (the main screen), you can press  to select 1 of 3 different displays:
· The VP system logo
· The Mailbox Status screen
· The Incoming Call Summary screen 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-44Message-Space Remaining
The VP system calculates how much free space is left on the hard disk.  It then calculates how many
minutes of speech will fit in this space.  The result is displayed on the screen.  This figure is re-calculated
and re-displayed every 60 seconds.  If the amount of storage space remaining falls below 5 minutes, the
VP system displays a warning message and makes a beeping sound every 30 seconds.  If the amount of
space remaining falls below 2 minutes, the VP system stops taking messages and advises callers that the
system is full.
Activity on Each Line
The VP system displays the activity for each line on the system.  The number in parentheses is the
number of incoming calls received on that line since the counters were last reset.  (You can reset the call-
counters to zero by pressing ).  The rest of the line displays information such as the box number
being processed, the name of the box, and the current activity (recording message, entering password,
etc.).  If a line is disabled by a supervisor (see section 7.11), the status displays in bright flashing
characters and a solid “block” symbol displays beside the line number.
7.10.3 Viewing the Message Status Display (DOS-based VP Systems)
This display lets you see at a glance which mailboxes have messages.  If the system contains more than
50 mailboxes, you can scroll through the display using the  and  keys on the
keyboard.
Each mailbox displays according to how many old and new messages it has:Display ScreenAppearanceNumber of New MessagesNumber of Old MessagesNormalNoneNoneBrightNone1 or moreFlashingLess than 10Reverse-video10 or more7.10.4 Viewing the Incoming Call Summary Display (DOS-based VP Systems)
The Incoming Call Summary display shows the number of incoming calls answered by the VP system
yesterday and today.  Each vertical bar on the graph represents the number of calls answered for that hour
of the day.
Note:A flashing bar indicates that the number of calls received in that hour was greater than themaximum value on the vertical axis.  This will never happen if you allow the VP system toautomatically adjust the vertical axis (do this by entering 0 in the field MAX CALLS FORON-SCREEN GRAPH on the GENERAL INFORMATION screen). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-457.10.5 Viewing the Outbound Telemarketing Status Display (DOS-based VP
Systems)
If you are using the Outbound Telemarketing optional module, a fourth status screen is available, showing
the real-time activity of the program.  Each line in the VP system that is placing outbound telemarketing
calls displays the current status of the call in progress.  If there are more than 8 lines in the system, you
can use the  and  keys to display the next and previous group of lines.  The fields
shown within each box are:
· DIAL: The telephone number dialed for the call
· PROG:  The current state of the call (dialing, ringing, playing greeting, etc.)
· BOX:  The outbound telemarketing box associated with this call
· Totl:  The total calls placed on this line for the current job
See section 28 for more information.
7.10.6 Understanding the Voice Mail Viewer Application (NT-based VP Systems)
You can view line activity and inbound and outbound call counts on NT-based VP systems by accessing
the Voice Mail Viewer application.  To launch this program, click on the VOICE MAIL VIEWER icon from
the Windows NT desktop.  At the password entry prompt, enter 1234 to log in using the default
Technician password.  (Passwords are specified on the GENERAL INFORMATION screen of the Database
Administrator application.)  The main screen of the Voice Mail Viewer identifies the line activity and
inbound and outbound call counts for each port on the system.
From the Tools menu on the VOICE MAIL VIEWER screen, you can:
· Activate the Trace feature (see section 9.5 for information)
· Manually disconnect a port (any active call is immediately terminated)
· Reset the inbound and outbound call counters for each port
· Reset a mailbox back to its defaults (specified in prototype mailbox 9994)
· Manually invoke a refresh of all message waiting indicator lamps on the system (ensures they are
properly reflecting the status of each mailbox’s new message queue)
From the History menu on the VOICE MAIL VIEWER screen, you can:
· View the error log file
· Clear the error log file
For more information on system errors, see section 18.
To close the Voice Mail Viewer application, click on Exit from the File pull-down menu on the main
VOICE MAIL VIEWER screen.
7.10.7 Understanding the Message Status Viewer Application (NT-based VP
Systems)
You can view the number of Old and New messages currently stored in each mailbox on NT-based VP
systems by accessing the Message Status Viewer application.  To launch this program, click on the
MESSAGE STATUS VIEWER icon from the Windows NT desktop.  At the password entry prompt, enter