Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-461234 to log in using the default Technician password.  (Passwords are specified on the GENERAL
INFORMATION screen in the Database Administrator application.)  The main screen of the Message Status
Viewer identifies the current count of each message type in each mailbox on the system.  Click on the
NextSet and PreviousSet buttons at the bottom of the screen to refresh the view with additional mailboxes
on the system.
To close the MESSAGE STATUS VIEWER, click on the close window icon at the top right of the dialog box.
7.10.8 Viewing VP System Reports (NT-based VP Systems)
NT-based VP systems include an extensive report generation package that allows system administrators
to generate reports and view them on any PC installed with Microsoft Excel 97/98.  (Note that Microsoft
Excel 97/98 is not included with the VP system.)
Starting with version 9.1 of the NT-based VP system, the reports package software is automatically
installed during the VP system software installation on the VP system PC.  If Microsoft Excel 97/98 is
also installed on the VP system PC, you can both generate reports and view reports on the VP system PC.
Whether or not Excel 97/98 is installed on the VP system PC, you can also view reports on a networked
client PC.  To do so, however, you must install the reports package client software on the client PC.
Note:  To show reports effectively, client computers must be Pentium 166 PCs or better with atleast 32 MB RAM.  Set monitor resolution to a minimum of 800 x 600 for best viewing.To install the reports package client software on a client PC:
1. From the client PC desktop, open Windows Explorer and select the option MAP NETWORK DRIVE
from the Tools menu.  In the Drive field, assign a drive letter to designate a drive on the client PC that
can be mapped.  In the Path field, type \\[VP SYSTEM]\REPORTS (where [VP SYSTEM] is the
name of the PC on which the VP system software is installed).  To continue, click on OK.
2. At the prompt to enter a password, type kvtlog.  If you are prompted to enter a user name, type
log.  To continue, click on OK.
3. Insert the VP system installation CD into the CD ROM drive of the client PC.  If the installation
routine automatically starts, cancel out of the installation on the first available screen.
4. Select the Start button from the Windows 95/98 or Windows NT desktop, then select Run.  The Run
dialog box displays.
5. In the OPEN field, type D:\REPORTS\SETUP.EXE (where D: is the drive letter of the CD Rom
drive.).
6. Follow the on-screen prompts to complete the installation.
Note that during installation, you are prompted to enter the Reports Location. Click on the Browse
button to locate the mapped drive letter you indicated in step 1.  Double-click to select it.  The full
name of the path to the reports database file DBREPORT.MDB displays in the Reports Location field.
Click on the Set button to accept the path as displayed.
To verify you established a link to the DBREPORT.MDB file and the file can be read by the client PC,
click on the Test button.  If the file cannot be located or read, an error message displays.  If you
receive an error, confirm you properly completed steps 1-2. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-47Once the installation process is complete.  The PC desktop is updated.  From the Start button, you can
now select Programs  Voice Messaging  View Reports option to view reports of data that is
automatically tabulated on the VP system PC each night.
Generating Reports
Each night, the VP system automatically compiles system report data in a Microsoft Access database file
named DBREPORT.MDB.  This file stores data for each day, up to one year.  In the first week of January
each year, the DBREPORT.MDB file is renamed DBREPORT.[YEAR].MDB (where [year] is the four-digit year
such as 1998), and the DBREPORT.MDB file is cleared to begin tabulation of current year data.
Note:Verify the option GENERATE LOG DATA FOR REPORTS is selected on the Miscellaneoustab of the GENERAL INFORMATION screen.  Reports cannot be generated if this optionis not selected.Accessing Reports
You can select to view reports from client PCs on which you have installed both the reports package
client software (as described in the previous procedure) and Microsoft Excel 97/98, or from the VP
system PC if Microsoft Excel 97/98 is also installed on the PC.  To view reports, you click on the Start
button and select Programs  Voice Messaging  View Reports.
Note:If you view reports from the VP system PC, call processing will be slowed as MicrosoftExcel is loaded and populated with report data.Note:  When Excel 97/98 opens the workbook, it prompts you to enable the macros within thefile.  Select the option to Enable Macros, otherwise data within the report cannot betabulated.No matter how you select to view reports, you are prompted to enter the VP system Administrator
password before you can view the system information. Enter the Administrator password that was valid
the previous evening (the last time the report data was compiled).
Once you enter the password, the VP system reads the data in the Microsoft Access database file
DBREPORT.MDB and opens a Microsoft Excel workbook file containing several worksheets.  Each
worksheet presents data for a specific report.
Setting up Report Defaults
On the first page of the workbook, you are prompted to enter the name of the company.  This name will
appear on all subsequent report worksheet pages on-screen and when reports are printed.  The STARTED
and LAST UPDATED fields on the first page identify the dates for which report data is available.  You
cannot change these fields.
Under the System Information heading on the first workbook page, the report identifies the number of
ports on the system and the total length of messages in hours and minutes that are currently stored.  This
area also displays the amount of time free for additional voice and fax message storage.  This figure helps
you quickly identify if the VP system is low on available storage space. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-48Under the Options heading on the first workbook page, you can modify settings that determine the report
time-frame information that will be included by default on report worksheets the next time you select to
view reports.  Note that although you modify the default view settings on this page, you can modify the
view settings on a report-by-report basis as many times as you like as you view specific report
worksheets.  You make these report-specific modifications using fields in the upper-right portion on the
worksheet screens.  When you modify report time-frame settings on a particular screen, you must also
select the Update button on the screen to re-draw it using the new settings you specified.
Viewing and Working with Reports
You can sort specific data on report worksheets and print the entire workbook or specific report
worksheets using standard Excel commands.  You can also use the Save As command on the file menu to
save the file to a drive or diskette.  (Refer to the Microsoft Excel documentation for additional
information.)
Note that while you view and work with the report, the data in the workbook is being read from the
Access database file DBREPORT.MDB on the VP system PC.  If you use the Save As command to save the
report under a different drive, directory, or filename, the workbook will no longer be reading the Access
database file, so you cannot modify report time-frame dates and re-generate screens within the report.
When you select to close the Excel file, you are prompted to Save your changes.  If you select the Yes
option, the VP system saves the name you entered for the company and the default view settings you
indicated on the first page of the workbook.
Customizing Reports
Once you access the report workbook, you can customize the presentation of data in each report by
changing options on the Reports Customization worksheet.  By changing information in the Revised
column of this worksheet, you can adjust the presentation of dates and times in the report and the names
assigned to fields on report worksheets.  The Default column indicates the standard settings shipped with
the Report Generation package.  You can set any data changes you make in the Revised column back to
the defaults by clicking on the Return Defaults button at the top of the Reports Customization worksheet
screen. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-49To change a field name or date/time presentation on a particular worksheet, you must first locate the line
on the Reports Customization worksheet on which you need to indicate the change in the Revised
column. Do this by scrolling down the Worksheet column to locate the worksheet containing the field you
want to change.  Look in the Field column to locate a reference to the field.  Indicate the change you want
to make in the Revised column.  Click on the Update button at the top of the screen to apply the change.
Be sure to review the worksheet with your revised entry.  In some instances, you may find you need to
adjust the revision you make because the revised entry does not fit properly onto the worksheet.
To customize the format of date and time displays:To display:Use this format:Months as 1-12MMonths as 01-12MMMonths as Jan-DecMMMMonths as January-DecemberMMMMDays as 1-31dDays as 01-31ddDays as Sun-SatdddDays as Sunday-SaturdayddddYears as 00-99yyYears as 1900-1999yyyyHours as 0-23hHours as 00-23hh 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-50To display:Use this format:Minutes as 0-59mMinutes as 00-59mmSeconds as 0-59sSeconds as 00-59ssUnderstanding Available NT-based VP System Reports
Note:  Samples of reports are provided in the System Supervisor and Subscriber Guide.Two types of reports are available with NT-based VP systems:
· System reports–Provide detail and summary statistics on port usage and call activity
· Mailbox reports–Provide detail and summary statistics on individual mailbox usage
There are 6 system reports:
· Class of Service
· Hourly Statistics
· Port Activity
· Port Contention
· Port Contention Trend – Monthly
· Port Contention Trend – WeeklyThere are 5 mailbox reports:
· Mailbox Information
· Mailbox Usage
· Message Delivery
· Login Failure
· Default Password
System Reports
Class of Service ReportDescription:  Displays the current setting for each feature included in each of the 8 available classes of
service (numbered 0 through 7), including any outdialing restrictions as well as digits that can be dialed
while holding.
Purpose:  Use this report to review the contents of all classes of service on a single screen (or piece of
paper).
Port Activity ReportDescription:  Provides call information for each VP system port.  As you view the report, you can modify
the range of dates to be included.
Purpose:  Use this report to monitor overall system performance, such as:
· Are there enough ports to handle all outbound activities (such as wake-up calls, message waiting
lamp calls, message delivery calls, etc.).
· What is the typical average call length?  If this number is exceptionally high or low, there may be
a technical problem (such as a bad voice board) or a design issue (such as increased call length 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-51resulting because callers are using a new question box or IVR application or because prompts in a
Routing box are confusing and callers take a long time to navigate through them).
Hourly Statistics ReportDescription:  Provides the average VP system call activity by hour.  You can optionally exclude
weekends or Sundays from the report.
Purpose:  Use this report to identify peak traffic periods (and potential bottlenecks).
Example:
A spike in the number of calls processed between a certain time period during the day may identify
increased traffic resulting from callers experiencing longer than normal hold times, and thus tying up VP
system ports for extended periods of time.  If a review of the Port Contention report shows that during
that same period 100% of the VP system ports are in use, it is likely that additional callers are receiving a
busy signal instead of being processed by the system.
Possible solutions:
· Increase the number of people answering calls during that period.
· Adjust call routing or provide additional staff training so calls are handled more efficiently and
ports are freed more quickly.
· Increase the ports on the system.
Port Contention ReportDescription:  Graphically displays the total amount of time the VP system experiences 50%, 75%, and
100% port contention, meaning all ports are busy or in use simultaneously.  (If a range of days is
specified, the information for the busiest day during that range is shown, and the date of that day is
identified above the graphic.)
Purpose:  Use this report to identify peak traffic time periods.  Note that if port contention at any hour is
nearing or at 100%, some callers to the company may be hearing a busy signal.  This indicates that either
additional ports need to be added or staffing, call routing, or other adjustments need to made as discussed
above under Hourly Statistics Report.
Port Contention Trend by Month ReportDescription:  Graphically displays by month the total amount of time the VP system experiences 50%,
75%, and 100% port contention, meaning all ports are busy or in use simultaneously.  (This report
displays to the right of the Port Contention report.)
Purpose:  Use this report to identify annual traffic trends or patterns (such as seasonal peaks and valleys
in call traffic, a gradual or dramatic growth pattern, etc.).
Port Contention Trend by Day of Week ReportDescription:  Graphically displays by day the total amount of time the VP system experiences 50%, 75%,
and 100% port contention, meaning all ports are busy or in use simultaneously.  (This report displays to
the right of the Port Contention Trend by Month report.) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-52Purpose:  Use this report to identify daily traffic trends or patterns (such as which days the business
generally experiences peaks and valleys in call traffic).
Mailbox Reports
Mailbox Information ReportDescription:  Provides general information about all mailboxes on the system.  (Using Excel 97/98
features, you can sort the report by name, box number, or number of messages.)
Purpose:  Use this report to view a summary listing of all mailboxes in the VP system.  The report can
also serve as an administration and troubleshooting tool.  You can:
· Compare at a glance the classes of service assigned to different users.
· Confirm that a group of mailboxes has been given access to VCM or see how many more VCM
licenses remain to be assigned (for example, if the total VCM users shown on the report is 48 and
50 licenses have been purchased, two licenses/seats are available).
· Identify potential opportunities for freeing storage space on the hard drive (by identifying
mailboxes with exceptionally large numbers of saved messages that may be able to be deleted).
· Identify old mailboxes that are no longer in use and can be deleted.
Mailbox Usage ReportDescription:  Provides detailed information on the use of system mailboxes for the current and previous
month. (On-screen options allow you to sort the report by name or box number.)
Purpose:  Use this report to track specific activity on how mailbox owners are using their mailboxes.  You
can also compare activity for the current and previous month.  Data on the report may identify subscriber
training requirements.  The report identifies:
· How frequently the subscriber accesses the mailbox
· Total messages received and sent by the mailbox
· The number of faxes received and sent by the mailbox
· Who is using VCM and to what extent
· Who is using outcalling and to what extent
· How often calls reach voice mail and why (for example, the mailbox owner does not answer or is
on the phone)
Message Delivery ReportDescription:  Provides a summary of all message delivery events by mailbox number.
Purpose:  The report can be very useful in controlling costs and to help secure the VP system.
Example:
Consider an employee who leaves the company.  As a field technician who was on the road much of the
time, the employee had his mailbox set up to deliver all his messages to his current field location 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-53(typically a long distance call).  When he left the company, no one deleted his mailbox.  The box still
receives company-wide broadcast messages, Group box messages, etc., and the messages are still being
delivered to his last long distance telephone number.
The report can also be used to help identify potential system security breaches that involve the message
delivery feature.
Login Failure ReportDescription:  Provides a list of all unsuccessful login attempts to system mailboxes.  An unsuccessful
login attempt occurs when a caller enters a mailbox number but fails to enter the valid password.
Purpose:  The report can be useful in identifying suspected security breaches of the VP system.
Default Password ReportDescription:  Provides information about mailboxes whose subscribers have not changed their password
since the mailbox was originally created or reassigned.
Purpose:  The report can be useful in identifying mailboxes that pose a security risk to the company, as
outside callers may gain subscriber access to the system more easily.
7.11 Understanding Supervisor FeaturesA mailbox can be provided Supervisor privileges in its assigned class of service by setting the
SUPERVISOR STATUS field to YES on the CLASS OF SERVICE screen (see section 4.10).
From any telephone, a Supervisor can call the VP system and:
· Add, delete, and modify mailboxes, Routing boxes, and Question boxes.
· Restore a mailbox that has been suspended.
· Disable a line, so that it will not answer incoming calls.
· Re-enable a line that has been disabled.
· Manually switch to Day Service, Night Service, or Lunch Service mode.
· Change the system broadcast message.
· Modify the system time and date.
· Use the teleparameter feature (see section 11 for details).
· Temporarily suspend a mailbox, so that the owner cannot open it to retrieve messages or use
mailbox features.
You can gain access to the Supervisor functions by opening the mailbox, and pressing 6 in response to the
Main menu prompt:
“To listen to the messages, press 1,
to send a message, press 2...etc.”
Press 6 for the Supervisor menu options:
“For Mailbox administration, press 1.
For Routing box administration, press 2.
For Question box administration, press 3.
For port administration, press 4. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-54To 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 system parameters, press 9.
To run first time setup, press 0.
Or, to exit, press #.”
Figure 7-5 shows the structure of the Supervisor menus.  Each of the options is described below.Enter the
digit1. Modify greeting
2. Record question
#. Exit1. Modify greeting
2. Modify routing
#. Exit1. Add
2. Delete
3. Modify#. Exit1. Add
2. Delete
3. Modify
#. ExitEnter box numberEnter box numberEnter box numberEnter port number1. Day service
2. Night service
3. Lunch service
#. ExitEnter the
question
numberEnter the
greeting
numberEnter the
greeting
number1. Mailbox functions
2. Routing box functions
3. Question box functions
4. Port functions
5. Broadcast functions
6. Night / day functions
7. System time
8. System date
9. System parameters
0. First time setup#. Exit1. Add
2. Delete
3. Modify
4. Suspend
5. Restore
6. Reset
#. Exit1. Disable a port
2. Enable a port
#. ExitFigure 7-5   Structure of Supervisor Menus
7.11.1 Performing Mailbox Administration
Mailbox administration allows you to call into the system from any phone to:
· Add or delete a mailbox 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-55· Change a mailbox greeting (the mailbox owner can also perform this function by logging into the
mailbox)
· Change a mailbox password (the mailbox owner can also perform this function by logging into
the mailbox)
· Change the call transfer, pager, and message notification numbers (the mailbox owner can also
perform this function by logging into the mailbox)
· Suspend a mailbox (rendering it inaccessible to the mailbox owner) and restoring access to a
suspended mailbox)
When you press 1 to select mailbox administration from the main Supervisor menu, the VP system
prompts you for the number of the mailbox you want to administrate.  Enter the mailbox number.  The VP
system repeats the number and asks you to confirm it.  Press 1 to confirm.  The VP system then plays the
Mailbox Administration menu:
“To add, press 1.
To delete, press 2.
To modify, press 3.
To suspend, press 4.
To restore, press 5.
To reset, press 6.
Or, to exit, press #.”
Adding a Mailbox
If you press 1 to add a mailbox, the VP system determines if the specified box number already exists. If it
does not already exist, the VP system creates the box and voices the Operation Completed prompt.
When the VP system creates a mailbox, it makes a copy of the prototype mailbox 9994.  Default
information set up in the prototype mailbox is copied to the newly created mailbox. (see section 5.5).
Once the mailbox is created, you can customize it over the telephone by choosing option 3 from the
Mailbox Administration menu, as described later in this section.
Deleting a Mailbox
If you press 2 to delete a mailbox, the VP system ensures the mailbox is not in use, and if not, deletes it.
It then voices the Operation Completed confirmation prompt.
Modifying a Mailbox
If you press 3 to modify a mailbox, the VP system opens the mailbox and voices the Options menu:
“To record the name, press 1.
To record the greeting, press 2.
To change the password, press 3.
To change the call transfer service, press 4.
To change the message notification service, press 5
To change the pager service, press 6.
Or, to return to the main menu, press #.”