Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-967.22 Setting Up Multiple Operator Mailboxes7.22.1 Providing Callers Access to the Operator Mailbox
Whenever callers are in certain Routing boxes or in mailboxes, you can provide them the option of
speaking with an operator.  It is strongly recommended you provide operator access from every possible
Routing box and mailbox.  By doing so, you make callers more comfortable with the VP system by
ensuring them they can exit to a “live” attendant at virtually any time.
· Routing Box Operator Access—In every Routing box that routes calls based on either Digits
Dialed or Database Lookup, you can give callers the option to press 0 to reach an operator.  For
Routing boxes using Digits Dialed routing, specify the mailbox to which the VP system is to send
“operator” calls in the field DESTINATION FOR DIGIT 0.  Be sure to inform callers of the operator
access option in the greeting voiced by the Routing box.  You can specify the same operator
mailbox in several Routing boxes or you can specify a unique mailbox on each ROUTING BOX
screen.  For information on setting up Routing boxes based on Database Lookup (and providing
access to an operator in Routing boxes set up this way), see section 7.15.
· Mailbox Operator Access—When callers are listening to a mailbox owner’s personal greeting
(or the system default greetings if no personal greeting is recorded), you can give them the option
to press 0 to reach an operator (see section 5.5 for a list of all options available to callers while
listening to a mailbox greeting).  The destination mailbox for the operator access option is
determined by the mailbox’s assigned class of service.  Each class of service can designate an
Operator box for both Day Service and Night Service mode (as specified on the BUSINESS HOURS
screen).  Since there are 8 available classes of service, you can specify up to 16 different operator
mailboxes (eight in for the Day Service mode and 8 for the Night Service mode).  Or you can
specify the same operator mailbox in multiple classes of service.  See section 4.10 for more
information on setting up classes of service.
7.22.2 Selecting Operator Box Greetings
A default operator mailbox is included with the VP system database as mailbox 888.  You can use this
box as the operator mailbox throughout the system, or you can create another or additional operator
boxes.  If you set up other operator mailboxes, you can copy the default greeting used in box 888 to these
other boxes.  The file you copy, GT000888.GRT, and two other files containing prompts relating to the
operator feature are shown below.TypeFilenameContentsOperator NameNM000888.NAM“The Operator”Default Operator
GreetingGT000888.GRT“The Operator is unavailable right now.  To try another
extension, press 3, or stay on the line to leave a message.”Operator Greeting
Option 1GT000888.OP1“The Operator is unavailable right now.  To try another
extension, press 3, or press 1 if you would like to leave a
message.”These voice files are located in the \VM\M directory.  To copy the default operator box greeting in mailbox
888 to a new mailbox, for example, mailbox 100, access the \VM\M prompt and type: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-97COPY  GT000888.GRT  GT000100.GRT  
To use the Option 1 greeting in either the default operator mailbox 888 or another box you create, access
the \VM\M prompt and copy the file GT000888.OPT.  For example, to copy the Option 1 greeting over the
default greeting for box 888, type:
COPY  GT000888.OPT  GT000888.GRT  
See section 16 for complete information on how the VP system names and stores the system’s voice files.
Note:In the sample database shipped with the VP system, the operator mailbox 888 is set up torecord a message immediately after playing the greeting (see above).  If you do not wantthe system to record a message automatically, use the Option 1 prompt for the greeting inthe mailbox, and set the Operator mailbox AFTER PLAYING GREETING field to WAITFOR DIGIT.  The VP system takes a message only if the caller presses 1 in response tothe greeting.7.23 Using Account NumbersEach call can have an account number associated with it.  The account number can be the caller’s
telephone number, the caller’s account number, etc. At the beginning of the call, the account number is
blank.  Once an account number has been collected, it is stored for the duration of the call.
7.23.1 Collecting Account Numbers
There are several ways to collect the account number for the call:
· If the telephone system supplies the identity of the caller via DTMF, the VP system can store this
as the account number.
· If the telephone system supplies the identity of the caller via a serial-link (for example, Centrex
SMDI), the VP system can store this as the account number.
· You can configure the VP system to ask the caller to dial his/her account number (using an
Account Number box, as described in section 5.11).
Collecting the Account Number as DTMF
If the calling party’s telephone number is supplied as part of a sequence of DTMF digits at the beginning
of the call, you can use the digit translation file TRANS.TXT to tell the VP system to use the telephone
number as the account number.
For example, assume the telephone system sends the following digit sequence at the beginning of the call:
*5551234#2545#  where 5551234 is the calling party’s number and 2545 is the called extension
You add the following line to the TRANS.TXT file to tell the VP system that the first number is to be stored
as the account number: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-98*xxxxxxx#yyyy#=yyyy*,*:CALLER=x
See section 7.13 for more information on digit translation and the TRANS.TXT file.
Collecting the Account Number from the Serial Link
When the VP system analyzes start-of-call data packets on the serial link, it converts each packet to
DTMF digits, which are then used by the TRANS.TXT file.  An example TRANS.TXT file set up to translate
serial link packets is as follows:
A#X#=X*,*
B#X#=X*,*
C#X#=X*,*
AY#X#=X*,*
BY#X#=X*,*
CY#X#=X*,*
DXD=X,*,#
If you want to use the calling party’s telephone number as the account number, you modify the file as
follows:
A#X#=X*,*
B#X#=X*,*
C#X#=X*,*
AY#X#=X*,*:CALLER=Y
BY#X#=X*,*:CALLER=Y
CY#X#=X*,*:CALLER=Y
DXD=X,*,#:CALLER=X
See section 7.13 for more information on digit translation and the TRANS.TXT file.
7.23.2 Using Account Numbers in System Operations
A call’s account number can be used in several places by the VP system:
· If the caller leaves a message during the call, the account number is stored with the message.  The
mailbox owner hears the account number.  If this is a telephone number, the owner can choose to
have the VP system transfer to that number.
· The account number can be used as input for the Routing box database lookup feature.  Add the
words DEFAULT DIGITS=ACCOUNT at the end of the first line in the data file.  See section 7.15 for
more information on the database lookup feature.
· The account number is stored as part of Question box data entry information.
· The account number is stored in the log file.
· The account number is displayed with the call in VCM.
· The account number can be used as input in IVR applications.
· The account number is included on Talking Classifieds reports. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-99· On an outbound telemarketing call, the called number is stored as the account number in the log
file.
7.24 Recording CallsYou can use the VP system to record calls.  Recordings are stored as messages in the mailbox owner’s
mailbox.  You can set up the VP system to record every call, or you can select which calls you want the
system to record.
7.24.1 Setting Up Call Recording
Note:The call recording feature functions only on telephone systems that are capable ofperforming three-way conferences.To set up the call recording feature in a mailbox, access the CALL TRANSFER screen (VP systems) / PBX
INFORMATION screen (NTVP systems), and verify the field SEQUENCE TO TRANSFER A THREE-WAY CALL
is completed accurately.
Access the MAILBOX screen for the mailbox in which you are activating the call record feature.  If you
want the mailbox to record every call, set the field RECORD CONVERSATION to YES.  If you want the
mailbox owner to choose which calls are to be recorded, and also change the field TRANSFER TYPE to
SCREEN.
7.24.2 Specifying Calls to be Recorded
The VP system can record only calls that were transferred to the extension by the VP system.
If you set up the mailbox to record every call, the mailbox owner takes no action to record calls
transferred to his/her extension.  All calls are recorded and stored as messages in the mailbox.
If you set up the mailbox to provide the caller the option of recording a call, when the mailbox owner
receives a call, the VP system places the caller on hold and plays the call screening prompt to the mailbox
owner:
“I have a call for you.
Press 1 to take the call.
Press 2 if you would like me to take a message.
Press 3...”
At this prompt, the mailbox owner can press 6 to initiate the call record feature.  If the mailbox owner
does not want to record the call, he/she presses 1 to take the call without recording it.
When the VP system is to record a call, it transfers the call then looks in the field SEQUENCE TO
TRANSFER A THREE-WAY CALL on the CALL TRANSFER screen (VP systems) / PBX INFORMATION screen
(NTVP systems).  It dials this sequence and remains on the line.  The calling party, called party, and VP
system are conferenced together.  The VP system records the conversation and stores it as a message in
the mailbox. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-1007.24.3 Troubleshooting Call Recording
If you encounter problems with the call record feature, verify the telephone system can conference the 3
parties together at the appropriate point in the call.  For example, if the mailbox is using the transfer type
WAIT FOR RING, the VP system performs these steps:
1. Hook-flash to place the caller on hold.
2. Dial the called extension, and listen for a call-progress tone.
3. If the called extension is not busy, attempt to conference the ringing extension with the calling party
(by dialing the sequence in the field SEQUENCE TO TRANSFER A THREE-WAY CALL).
Try these steps yourself from a single-line telephone to confirm the telephone system allows the call to be
conferenced.  If it does not, you may not be able to use the recording feature.  For additional information,
contact customer support.
7.25 Specifying Dial RulesWhen the VP system is making an outgoing call, it often does not know if the number it is dialing is
complete.  This may occur when the system is making:
· An outgoing call for a mailbox owner as described in section 7.18 and the VP system asked the
caller to enter the telephone number.
· A telemarketing call (as part of the optional Outbound Telemarketing module) and the VP system
gets the telephone number from an external file.
· A fax distribution call (as part of the optional Fax Distribution module) and the VP system asks
the caller to enter the number of his/her fax machine.
In these cases, the VP system needs to determine if:
· The number contains an area code
· The area code is necessary for the call to placed from the location the VP system is dialing
· A prefix set of digits must be added to the number.
You can inform the VP system when to insert digits and remove digits from a number it is to dial by
creating the file DIALRULE.TXT.  Each time the VP system is about to make one of the call types listed
above, it looks for a file with this name.  If the file exists, the VP system scans the file for information on
whether digits are to be inserted into or removed from the number.
The file should be a standard text file, containing the rules for dialing as specified below.  There are 3
types of rules: Insert rule, Delete rule, and Append rule.  The DIALRULE.TXT file can contain several rules
of each type.
7.25.1 Using the Insert Rule
The Insert rule tells the VP system to insert certain digits when it sees a number beginning with the
specified digit sequence.  The Insert rule format is as follows: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-101+abc
digits
digits
digits
.
where:
abc are the digits to be inserted (up to 20 digits)
digits are the digits users might dial that require the insertion of the abc digits
(the letter X in this field represents “any digit”)
Note that the rule ends with a line containing a single period.
7.25.2 Using the Delete Rule
The Delete rule tells the VP system to delete a certain number of digits when it sees a number beginning
with the specified digit sequence.  The Delete rule format is as follows:
-n
digits
digits
digits
.
where:
-n is the number of digits to be deleted from the beginning of the dialed number
digits are the digits users might dial that require leading digits to be deleted
(the letter X in this field represents “any digit”)
Note that the rule ends with a line containing a single period.
7.25.3 Using the Append Rule
The Append rule tells the VP system to append certain digits to the end of a number when it sees a
number beginning with the specified digit sequence.  The Append rule format is as follows:
:abc
digits
digits
digits
.
where:
abc are the digits to be appended (up to 20 digits)
digits are the digits users might dial that require the abc digits to be appended
(the letter X in this field represents “any digit”)
Note that the rule ends with a line containing a single period. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-1027.25.4 Understanding a Dial Rules Example
Assume the VP system is located in an area where the following dialing rules apply:
· The local area code is 919.
· Calls to numbers outside the 919 area code must be prefixed with a 1.
· Calls to most locations within the 919 area code require that 919 digits are not included
(exceptions are listed below).
· Calls to numbers that are within the 919 area code, but that begin with 555, are toll calls and must
be prefixed with a 1.
· Calls to numbers that are within the 919 area code, but that begin with 432, must include the 919
digits.
To convey this information to the VP system, you create the file DIALRULE.TXT and include the following
information:
+1Denotes the beginning of Insert rule.
xxx-xxx-xxxTells the VP system to insert a 1 for all 10-digit numbers.
555-xxxxTells the VP system to insert a 1 for all 10-digit numbers beginning with 555.
.Denotes the end of the rule.
-4Denotes the beginning of the Delete rule.
1 919 xxx xxxxTells the VP system to delete the leading 4 digits from 10-digit numbers beginning with
1919.
.Denotes end of rule.
+1919Denotes the beginning of the Insert rule.
432-xxxxTells the VP system to insert digits 1-919 for all 7-digit numbers beginning with 432.
.Denotes end of rule.
Note that the order of these rules is important, since the VP system processes each rule in turn, modifying
the original telephone number as it goes.
Using this example, assume the caller enters the number 919-222-1234 as the number of his/her fax
machine.  The VP system examines the first rule in the file, and sees that all 10-digit numbers should be
prefixed by a 1.  It changes the number to 1-919-222-1234.  Now the VP system examines the second
rule, which states that 10-digit telephone numbers beginning with 1919 should be stripped of their first 4
digits.  The VP system deletes the first 4 digits, and the new number is 222-1234.  The VP system
examines the last rule, which states that 7-digit numbers beginning with 432 should be prefixed by the
digits 1919.  Since the number is 222-1234, the rule is not applied.
7.26 Setting up Network Messaging and External Call
Transfers Between VP System SitesVP systems can perform network messaging and external call transfers between VP systems across
locations. Using these features, you can set up VP systems at multiple sites so subscribers at each location
can: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-103· Send messages from their boxes directly to mailboxes at other sites
· Forward messages to mailboxes across sites
· Include mailboxes across sites in group distribution lists
· Transfer calls made to one location into mailboxes (or to extensions) at other sites (provided the
phone system allows external call transfers)
To set up network message delivery and/or external call transfers between sites, you configure all sites to
use the same mailbox structure, assigning unique mailbox numbers to each subscriber across all sites to
be networked.  You then indicate special entries in the MESSAGE DELIVERY and/or TRANSFER TO fields in
the mailboxes at each site that are assigned to owners at other sites.  The following scenario illustrates the
general setup steps.
Assume you are networking together 4 sites, each of which has 100 subscribers who need mailboxes
(totaling 400 subscribers).  Assume also, that the extension number used by each subscriber is the same as
the subscriber’s mailbox number.
To set up network messaging and external call transfers across sites:
1. At each site, create 400 mailboxes (the total number of subscribers to be “networked”).
2. At each site, assign each mailbox to a subscriber within the four sites.  Assign the same mailbox
number to the same subscriber at each site.  For example, Mary Jones, who works at site A, is
assigned mailbox 105 on the VP system installed at each of the four sites, even though she only
works at site A.
3. At each site, set up the mailboxes that belong to subscribers who work on-premises at the site to
transfer calls directly to the extension number belonging to the subscriber (you can do this by entering
X in the Transfer To field).  Set up any other mailbox features as required by the subscriber.
4. At each site, set up the mailboxes that belong to subscribers who work off-premises at the other 3
sites as follows:
In the first Message Delivery field of each external subscriber’s MAILBOX screen, specify digits and
characters so when a message is received in the mailbox the VP system:
1) Dials the phone number of the voice mail gateway at the off-premise site where the subscriber
(assigned the mailbox) works
2) Pauses to allow the VP system at that site to answer the phone (the pause is signified by entering
a series of commas in the field)
3) Dials the number of the corresponding mailbox at the site, then dials the transfer bypass digits
(usually **), then dials 11 to bypass the mailbox’s personal greeting.  This sequence transfers the
call directly into the mailbox at the site where the subscriber works
4) Dials the special character V, to deliver the message from the mailbox placing the message
delivery call into the mailbox that was just accessed
Now, when a subscriber at one site sends a message to a mailbox that is assigned to a subscriber who
works at another site, the mailbox dials the message delivery number, placing a call to the recipient
subscriber’s VP system and delivering the message to the recipient subscriber’s mailbox on that
system. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-104In the Transfer To field of each external subscriber’s MAILBOX screen, specify digits and characters
so when a call is routed to the mailbox, the VP system:
1) Places an external call, dialing the phone number for the off-premise site’s voice mail gateway.
2) Pauses to allow the VP system at that site to answer the phone
3) Dials the number of the corresponding mailbox at that site
This way, a call received at one site for an off-site worker is transferred to the VP system at the
worker’ true site—then onto the recipient’s mailbox and extension number at that site.
Note:  Entering this information in the TRANSFER TO field does not ensure external call transferswill be performed.  The external call transfer feature must also be supported by thetelephone system.  Consult the phone system documentation for information.With this configuration, all sites essentially communicate as one VP system.  Subscribers can call and
message other subscribers using the same program features and functions, regardless of whether all
parties are on the same site or across multiple sites.
See section 5.5 for information on entering information in the MESSAGE DELIVERY and TRANSFER TO
fields on MAILBOX screens.
Configuration Considerations
Be advised of the following points when setting up applications that use network messaging and external
call transfers between sites:
· The number of commas you include in MESSAGE DELIVERY and TRANSFER TO fields to indicate
pauses in dialing varies between systems and setups.  Test applications you set up thoroughly to
ensure you include the appropriate number of pause characters in the dialing sequences.
· Whenever an external call transfer is placed, the caller experiences a lengthy pause as the system
dials the number for the other VP system, pauses for the system to answer, then transfers to the
mailbox then the extension.  Some callers may be find the lengthy pause excessive and
subsequently hang up. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/008-18. Using Hotel Integration Features
8.1 Specifying Guest BoxesEach guest room typically has its own mailbox. However, you normally do not want to offer the same full
range of VP system options to hotel guests as you do to the staff.  For example, you probably do not want
guests to be able to change their call transfer number or message notification number.
To restrict the options available to a mailbox, set the field HOTEL GUEST PRIVILEGES ONLY to YES on the
mailbox’s MAILBOX screen.
When a guest opens his/her mailbox, he/she hears:
“To listen to your messages, press 9.
For saved messages, press 8.
Or to schedule a wake-up call, press *.”
This limited menu makes it easy for hotel guests to use the core messaging features of the VP system.  If
you want to further restrict these options, you can prohibit guests from saving and replaying messages.
To do so, use the procedure below.
To limit guest features to new messages and wake-up calls:
1. Add the following line to the VM.CFG configuration file (see section 12 for more information):
MENU.MAIN.QUICK OLD = X
2. Use the prompt recording utility to re-record prompt 264 so that it says:
“To listen to your new messages, press 9.
Or to schedule a wake-up call, press *.”
8.2 Using the Wake-up Call Feature8.2.1 Scheduling Wake-up Calls
A guest can set up the VP system to phone his/her room at a specific time. This feature is typically used
to schedule wake-up calls.  A guest schedules a wake-up call using the procedure identified below.
To schedule a wake-up call:
1. Log into the mailbox in the normal manner.  The VP system plays the main guest menu:
“To listen to your messages, press 9.
For saved messages, press 8.
Or to schedule a wake-up call, press *.”