Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-56You can customize the mailbox by following the prompts to make necessary modifications.
Suspending a Mailbox
If you press 4 to suspend a mailbox, the VP system marks the mailbox as suspended, then voices the
Operation Completed prompt.
A suspended mailbox can still take messages and perform call transfers.  However, when the owner
attempts to open the mailbox to retrieve his/her messages, he/she is told by the VP system:
“I’m sorry, this box has been taken out of service temporarily.”
Restoring a Mailbox
If you press 5 to restore a mailbox, you remove it from its suspended state.  The owner can once again
open the box to retrieve messages.
7.11.2 Performing Routing Box Administration
Routing box administration allows you to call into the system from any phone to:
· Add or delete a Routing box
· Change a Routing box greeting
· Change the routing within a Routing box
When you press 2 to select Routing box administration from the main Supervisor menu, the VP system
asks for the number of the Routing box you want to administrate.  Enter the Routing box number.  The
VP system repeats the number, and asks you to confirm it.  Press 1 to confirm.  The VP system then plays
the Routing Box Administration menu:
“To add, press 1.
To delete, press 2.
To modify, press 3.
Or, to exit, press #.”
Adding a Routing Box
If you press 1 to add a Routing box, 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.
Once the Routing box is created, you can customize it over the telephone by choosing option 3 from the
Routing Box Administration menu, as described later in this section.
Deleting a Routing Box
If you press 2 to delete a Routing box, the VP system ensures the Routing box is not in use, and if not,
deletes it.  It then voices the Operation Completed prompt. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-57Modifying a Routing Box
If you press 3 to modify a Routing box, the VP system voices the Routing Box Options menu:
“To change the greeting, press 1.
To change the routing, press 2.
Or, to exit, press #.”
If you press 1 to change the greeting, the VP system plays the following menu:
“To replay the greeting, press1.
To re-record the greeting, press2.
To delete the greeting, press 3.
To choose a new greeting, press 5.
Or, to exit, press #.”
You can change the greeting by following the prompts to make the necessary modifications.  Note that
selecting option 5 has no effect unless the owner of the Routing box is assigned a class of service that
allows multiple greetings.
If you press 2 to change the routing, the VP system plays the following menu:
“For digit 0 through 9, enter the digit.
Or press * for special routing options.”
Once you have selected a digit, the VP system identifies the current routing set up for that digit:
“The current destination is [box number].  If you would like to change this, press 1, otherwise press #.”
To change the call routing, enter a new box number to which the calls will be routed when the caller
enters the specified digit.
7.11.3 Performing Question Box Administration
Question box administration allows you to call into the system from any phone to:
· Add or delete a Question box
· Change a Question box greeting
· Change the questions within a Question box
Adding a Question Box
If you press 1 to add a Question box, 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.
Once the Question box is created, you can customize it over the telephone by choosing option 2 or 3 from
the Question Box Administration menu, as described later in this section. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-58Deleting a Question Box
If you press 2 to delete a Question box, the VP system ensures the Question box is not in use, and if not,
deletes it.  It then voices the Operation Completed prompt.
Modifying a Question Box
If you press 3 to modify a Question box, the VP system voices the Question Box Options menu:
“To change the greeting, press 1.
To record a question, press 2.
Or, to exit, press #.”
If you press 1 to change the greeting, the VP system plays the following menu:
“To replay the greeting, press1.
To re-record the greeting, press 2.
To delete the greeting, press 3.
To choose a new greeting, press 5.
Or, to exit, press #.”
You can change the greeting by following the prompts and making the necessary modifications.  Note
that option 5 has no effect unless the owner of the Question box is assigned a class of service that allows
multiple greetings.
If you press 2 to record a question, the VP system prompts you for the question number.  Enter the
question number (1 - 9 or 0 for question 10).  The VP system plays the current question as it is recorded
and prompts you:
“To replay, press1.
To re-record, press2.
To delete, press 3.
Or, to exit, press #.”
You can change the question by following the prompts and making the necessary modifications.
7.11.4 Performing Port Administration
If you want to prevent the VP system from answering calls on one or more of its ports, you can disable
the port(s) over the telephone.  To disable a port, select option 4 from the Supervisor menu.  The VP
system asks for the port number.  Enter the number of the port you want to disable.  The VP system
repeats the number you entered and asks you to confirm it.  Press 1 if the number is correct.  The VP
system then prompts you to indicate what action you want to take with the port:
“To disable, press 1.
To enable, press 2.
Or, to exit, press #.”
If your press 1, the VP system marks the port as disabled and does not use the port to answer incoming
calls or generate outgoing calls.  Once the port is disabled, the VP system voices the Operation
Completed prompt. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-59If you press 2 to enable a port, the VP system re-enables the previously disabled port.
7.11.5 Sending Broadcast Messages
A broadcast message is heard by all mailbox owners when they open their mailbox.  The broadcast
message can only be recorded by a mailbox owner with Supervisor privileges.  This type of message is
different from any other message in the VP system in the following ways:
· The broadcast message does not activate any mailbox notification services (message waiting
lamps, pagers, etc.).
· The mailbox owner’s New and Old message counts are not affected by a broadcast message.
· The broadcast message is sent to all mailboxes. It is not possible to select which mailboxes are to
receive the broadcast message.
Note:Due to the above characteristics of a broadcast message, users may find it moreadvantageous to use a Group box to send a message to multiple individuals (see section5.8).Once a supervisor records a broadcast message, it is played to each mailbox owner the next time he/she
opens his/her mailbox.  The message is played only one time to each mailbox owner (the next time an
owner logs in to his/her mailbox, the broadcast message is not repeated).
To access the Broadcast Message menu, press 5 from the main Supervisor menu.  The VP system voices
the following menu:
“To hear the current broadcast message, press 1.
To re-record the broadcast message, press 2.
To delete the broadcast message, press 3.
Or, to exit, press #.”
If you press 1, the current broadcast message is played.  If there is no broadcast message recorded on the
system, you hear the system prompt:
“There is currently nothing recorded.”
In either case, you return to the Broadcast Message menu.
If you press 2 to record a new broadcast message, you hear the prompt, “Please speak after the tone.”
Record the message, then press # to end recording.  You can review and re-record the message until you
are satisfied with its contents.  The new broadcast message replaces the old one (if one existed).  Only one
broadcast message can be recorded on the system at a time.  The message is stored in the file
BROADCST.MS1, where 1 represents the language number.
If you press 3, you delete the currently recorded broadcast message. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-607.11.6 Switching to Day Service or Night Service Mode
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.
To force the VP system into Day Service, Lunch Service, or Night Service mode, press 6 from the main
Supervisor menu.  The VP system identifies the mode it is currently in, for example:
“The voice mail system is currently in Day Service mode.”
The VP system then provides the option to switch to another service mode:
“To change the voice mail system to Day Service mode, press 1.
To change the voice mail system to Night Service mode, press 2.
To change the voice mail system to Lunch Service mode, press 3.
Or to exit without making any changes, press #.”
You can force the VP system into any of the service modes as required.
Note:The current service mode is displayed in the top-left corner of the Line Status display.  Ifthe VP system was forced into the current mode, the mode name is enclosed in brackets.For example, DAY SERVICE indicates the VP system is in Day Service mode inaccordance with the time of day.  [DAY SERVICE] indicates the VP system is in DayService mode because the Supervisor forced it into that mode.7.12 Using the Multilingual Feature7.12.1 Understanding the Multilingual Feature
The VP system can process calls in up to 9 different languages.  For the VP system to fully support a
language, you must ensure that:
· The system prompts have been recorded in that language
· Each box has a greeting recorded in that language
· The VM.CFG indicates the number of languages you are using with the parameter LANGUAGES = n
(see section 12)
· You have modified prompts 65, 66, and 67 to include the multilingual options (see section 15 for
information on selecting optional pre-recorded prompts) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-617.12.2 Switching Between Languages
At the beginning of a call, you can allow the caller to select a language or you can have the VP system
select a language automatically.  During the call, you can offer the caller the option to change to another
language at almost any time.
Selecting a Language at the Beginning of the Call
Note the following considerations regarding language selection at the start of the call:
· You can set up the VP system to allow the caller to choose the language.  This is the default
operation.  When the VP system answers the call, it immediately voices the options recorded in
prompt 135:
“Press 1 for English or 2 for Spanish.”
You can re-record prompt 135 if it does not match the languages you are using.
· You can set up the VP system to automatically choose a specific language for any or all of its
lines.  If you do this, the VP system does not ask the caller to choose a language.  To have the VP
system automatically select a language, modify the parameter FIXED LANGUAGE in the VM.CFG
file (see section 12).  For example, if you have a 4-line system, and you want the VP system to
answer lines 1 and 2 in English (Language 1) and lines 3 and 4 in Spanish (Language 2), you add
the following lines to the VM.CFG file:
FIXED LANGUAGE=1,1
FIXED LANGUAGE=2,1
FIXED LANGUAGE=3,2
FIXED LANGUAGE=4,2
Though the system answers with a specific language, the caller still has the option to change to
another language, as described below.
Selecting a Language During the Call
Note the following considerations regarding language selection during the call:
· Callers can switch to another language in any Routing box.  You simply define a digit that causes
the VP system to change languages during the call.  This is the TDD digit.  To define a TDD
digit, modify the TDD DIGIT parameter in the VM.CFG file (see section 12).  For example, to define
9 as the digit that should invoke a different language, add the following line in the VM.CFG file:
TDD DIGIT=9
If the caller dials 9 while in a Routing box, the VP system looks to see if the digit 9 has a
destination assigned to it (see section 5.7).  If so, the routing takes precedence, and the VP system
does not change languages.  If the digit 9 does not have a destination assigned to it, the VP
system uses the 9 as the TDD digit and switches to the next language.
Assume, for example, the VP system is using 3 languages, and the caller is currently listening to
Language 1.  If the caller presses 9 while in a Routing box, the VP system starts playing the
Routing box greeting again in Language 2.  If the caller presses 9 again, the VP system repeats 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-62the greeting in Language 3.  If the caller presses 9 one more time, the VP system repeats the
greeting in Language 1... etc.
· A mailbox owner can switch languages when he/she has opened his/her mailbox.  If the mailbox
owner has opened his/her mailbox and is listening to the Main menu, he/she can choose option 5
to switch to a different language.  Option 5 switches between languages the same way as the TDD
digit does, as described above.
7.12.3 Recording Multilingual System Prompts
As an application example, assume you are setting up a system to process calls in English, French, and
Spanish.
Use the prompt recording utility to record the system prompts (see section 15).  When you start the
program, it defaults to Language 1 (in our example, this is English).  Anything you record is recorded as
Language 1.  To record the French set of prompts:
· On a DOS-based VP system, select NEW LANGUAGE from the menu displayed on the utility
program screen.  Language 2 becomes the default language (everything you record now is
recorded as Language 2).  When you want to record Spanish prompts, select NEW LANGUAGE
again, to move on to Language 3.
· On an NT-based VP system, select Language 2 on the RECORD SYSTEM PROMPTS screen.
Language 2 becomes the default language (everything you record now is recorded as Language
2).  When you want to record Spanish prompts, select Language 3, to move on to Language 3.
By default, the system prompts for Language 1 reside in the directory \VM\P directory.  The prompts for
Language 2 reside in the subdirectory \VM\P\L2.  The prompts for Language 3 prompts reside in the
subdirectory \VM\P\L3, etc.  See section 16 for more information on how the VP system organizes its files.
Recording Greetings for Individual Boxes
On the MAILBOX screen (see section 5.5), you can record greetings for a mailbox.
On DOS-based VP systems, when you move the cursor to the GREETING RECORDED field, a menu
appears, offering the option to play or record the greeting.  If you select PLAY or RECORD on a
multilingual VP system, the VP system asks you which language you want to use (1-9).  Enter a number
between 1 and 9 to select the language.
On NT-based VP systems, you can record greetings by clicking on the Record Greeting button, then using
the controls on the Sound Recorder dialog box.  At the lower-right of the dialog, click on the circle button
to begin recording.  Click on the rectangle button (to the left of the circle button) to end the recording.
See section 15 for more information on using the Sound Recorder dialog box.
Note:On DOS-based VP systems, the YES / NO in the GREETING RECORDED field reflectsonly whether greeting 0 of Language 1 has been recorded.  On NT-based VP systems,the light on Greeting Recorded button reflects only whether greeting 0 of Language 1 hasbeen recorded.Since each mailbox can be allowed (by class of service) up to 10 greetings (0 - 9) and the VP system
supports up to nine languages, a single mailbox could have up to 90 recorded greetings. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-63Recording Box Greetings Remotely
When you call into the VP system to re-record the greeting (see section 6.6), it records and plays the
greeting (or the active greeting, if this box has multiple greetings) in the current language.  The current
language is the one you chose at the start of the call.  You can change the current language by selecting
option 5 from the Main menu once you open the mailbox.  The VP system then records and/or plays the
greeting in the new current language.
While the VP system is processing a call, it tries to use the language chosen by the caller.  However, in
some cases, it may not be able to.  For example, if Mike Smith has recorded his mailbox greeting in
English and French, but the caller is using Spanish, the VP system cannot play Mike’s Spanish greeting.
In this case, it plays the default Spanish greeting:
“[Mike Smith] is not available right now.  If you would like to leave a message, press 1.  To try another
extension, press 3...”  (Prompts 2 and 3 in Spanish)
Routing box greetings can be recorded using the techniques described above by the Routing box owner,
or they can be recorded from the VP system computer (see section 15). If a Routing box has greetings
only in English and French, but the caller is using Spanish, the VP system defaults to playing the
Language 1 version of the greeting (in this case, English).
7.12.4 Modifying the VM.CFG Configuration File for Multilingual
Edit the VM.CFG configuration file to indicate the number of languages you are using on the system.  Do
this by adding the following line anywhere in the file:
LANGUAGES = n
(where n is the number of languages)
As discussed earlier, by default, every line into the VP system is answered with a prompt that requests the
caller choose a language.  If you want a particular line to not offer the language selection prompt and
always answer in a particular language, enter the following in the VM.CFG file:
FIXED LANGUAGE = x, y
(where x is the line number and y is the new default language for that line)
7.12.5 Understanding D.I.D. Considerations
If you use D.I.D., the VP system receives the D.I.D. digits before it is able to prompt the caller which
language it is to use.  Since D.I.D. digits usually correspond to a mailbox number, the VP system has an
option in each mailbox that allows you to specify which language the VP system should use when a call is
routed to the mailbox via D.I.D.  See section 5.5 for more information. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-647.13 Setting Up the Digit Translation File (TRANS.TXT)If the VP system is connected to a telephone system that uses voice mail integration (in-band DTMF
signaling or out-of-band serial data), or you are connected to Direct Inward Dial (D.I.D.) central office
lines, you may need to add digits to, delete digits from, or convert digits in the packet of digits sent by the
telephone system to the VP system.  You do this by specifying translation rules in a text file named
TRANS.TXT.
Note: When run the PBX Setup utility and specify the phone system, the Setup programdownloads a default TRANS.TXT file created specifically for the phone system youselected.  This TRANS.TXT file functions adequately for most installations.  Use theinformation in this section to make any adjustments you may find are necessary.TranslationrulesVoice mail
systemPBX
or
Central OfficeTranslated digits DigitsFigure 7-6  Translating Digits from the PBX or C.O.
Note:It is important to note that the translation rules discussed in this section and specified inthe TRANS.TXT file apply only for the first few moments after the VP system answers anincoming call, before it plays the initial greeting.  The time when translation rules apply isdefined in the INITIAL PAUSE field on the OTHER CUSTOMIZATIONS screen (VPsystems) / PBX INFORMATION screen (NTVP systems) (see section 4.11).  The rules fordigit translation do not apply during any other portion of the call.When the VP system detects incoming digits during the INITIAL PAUSE,  it collects andstores them.  The VP system then consults the translation table stored in the fileTRANS.TXT.  If TRANS.TXT does not exist, the VP system processes the digits as usual.Each line you specify in TRANS.TXT is called a translation rule.  A translation rule describes how the VP
system is to translate a pattern of incoming digits.  The format of a translation rule is as follows:
RECEIVED DIGITS = NEW DIGITS
For example, if the telephone system sends the digits 123 and the VP system is to treat these as 9, the
translation rule reads:
123=9 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-657.13.1 Understanding Digit Translation
Integration digit signals are sent as part of 3 general categories:
· Station identifier digits
· Reason codes
· C.O. line (trunk) identifier digits
This section discusses when you need to use translation rules and how you do so.
Note:When the VP system is connected to a telephone system using voice mail integration, themailbox number and the number specified in the TRANSFER TO field for each mailbox arein most cases the same.The first and most frequent use of digit translation rules applies when the TRANSFER TYPE field in a
mailbox is set to WAIT FOR RING or BLIND.  In these cases, the telephone system must return busy and/or
ring-no-answer calls to the VP system, and it must include, at minimum, the extension number of the
station forwarded to voice mail.  For example:
· The VP system answers a new incoming call, and the caller enters 146 as the called party’s
extension number.
· The VP system looks at mailbox 146 and blind transfers the caller to extension 146 (see section
7.3 for complete details on the call transfer process).
· Extension 146 rings, but no one is there to answer the call.  The telephone system is programmed
to call forward-no answer that extension to the VP system.
· The VP system answers the call, which has been forwarded no-answer from extension 146.  The
telephone system then sends DTMF digits 146.
Consider what now happens if no digit translation rule is specified.  The VP system has answered a
ringing line and has received the digits 146.  To the VP system, this looks the same as another new call.
It has received a valid mailbox number, so the VP system attempts to transfer the call to mailbox 146.
However, this is not a new call.  It is one that has already been transferred once and not answered.
Therefore, you do not want the VP system to transfer the call again, you want the VP system to
immediately play to the caller mailbox 146’s personal greeting.
To specify this as the action the VP system is to take, you specify the following translation rule in the
TRANS.TXT file:
146=146*
The left side of the equation represents digits received from the telephone system during the initial pause,
and the right side of the equation identifies how the VP system is to translate these digits.  In this
example, the VP system is instructed that when the digits 146 are received during the initial pause, it is to
repeat those digits and add * at the end.  The * is the transfer bypass digit, which instructs the VP system
to bypass any further attempt to transfer this call, and instead, to play the mailbox owner’s personal
greeting.