Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0017-2setting the DISCONNECT DIGIT SEQUENCE field to the appropriate value on the TECHNICAL
INFORMATION screen (DOS-based VP systems) / PBX INFORMATION screen (NT-Based VP
systems).
Note:If you are sing Dialogic boards, the disconnect digit sequence can be only one-digitlong.Call Progress Tones
If the VP system is recording a message, the presence of dial tone, busy tone, etc. on the line is
interpreted as the caller having disconnected.  Presence of dial tone automatically triggers a disconnect
by the VP system.  If the telephone system generates an interrupted tone to indicate disconnect (busy
tone, fast busy, error tone, etc.), you must program the voice processing board to detect this tone as a
hang-up indication.
Absence of Touch-Tones
When a call is routed through various Routing boxes, the caller may hang up at any time without being
detected.  To ensure a line does not remain in use longer than necessary, program each Routing box so,
if no digits are dialed by a caller, the VP system drops the call after a few seconds.  Do this by setting
the field IF NO DIGITS DIALED to HANG UP.  Be advised, however, that because the system may
receive calls from callers using rotary phones (which cannot generate touch-tones), the initial box
answering each line should be set up to use the voice detection feature (see section 5.7).
Hint:Rather than hang up immediately if no digits are dialed in a Routing box, it may bemore acceptable to route the call to another Routing box that asks the caller to pressa key to continue.  If no digit is dialed within this box, the VP system can drop the call.Routing the call this way gives the caller another chance to continue, in case he/shewas confused or distracted.  If the VP system detects a digit, it can then continueprocessing the call by routing it on to another box.17.2 Integrating with PBXsThe single most important consideration when connecting the VP system to the telephone system is
whether the telephone system provides voice mail integration using either in-band or out-of-band
signaling.  There are several programming decisions you must make based on this information, and the
VP system will not operate properly without specific programming.
Out-of-Band Signaling
The VP system can integrate with any telephone system using out-of-band signaling, provided the
signaling adheres to industry standard Simplified Message Desk Interface (SMDI) protocol.  Out-of-
band signaling via SMDI requires special optional VP system software, and documentation on this is
provided with the software. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0017-3In-Band Signaling
In-band signaling consists of standard DTMF tones (0 - 9 and A - D) that are sent by the telephone
system immediately after the VP system goes off-hook to answer a call.  These signals fall into three
main categories:
· Station Identifier Digits
· Reason Codes
· C.O. Line (Trunk) Identifier Digits
If any of the above types of in-band signaling are used, you must program the VP system to provide an
initial pause.  This is a short time period, usually 1 or 2 seconds, between the time the VP system
answers a call by going off-hook and the beginning of the initial greeting.  See section 4 for information
on programming the initial pause.
Once you set up the initial pause “window” for the various in-band signals, you must determine in what
cases the signals are sent and how the VP system is to treat them.
Station Identifier Digits
Station identifier digits are sent to the VP system in several circumstances.  If the system transfers a
call to a busy or a ring-no-answer station and the TRANSFER TYPE field on the MAILBOX screen for the
mailbox is set to BLIND or WAIT FOR ANSWER, the telephone system must return the unanswered call to
the VP system and provide in-band station identifier digits to inform the VP system from what station
the call is returning (for more information, see section 5.5).
Station identifier digits are also sent when one station within the telephone system calls another station
(an internal or intercom call) and that party is either using or away from the phone.  If the calling
party is to have access to the called party’s mailbox to leave a message, the called party’s phone must
be set to forward on busy and/or ring-no-answer to the VP system and to provide station identifier
digits.  Without the station ID’s, the calling party does not receive the personal greeting of the called
party, but the main greeting instead.
Station identifier digits are also used with direct calls.  A direct call is one made from the telephone
system to the VP system by a mailbox owner who wants to access his/her mailbox.  A direct call may
be made by dialing the number of the voice mail hunt group or, on some phone systems, by using a DSS
or Auto Log-on button.  When a mailbox owner places a direct call, some telephone system
automatically send the caller’s extension number and also may send additional digits to enable auto log-
on.  These additional digits fall into a category called Reason Codes.
Reason Codes
Some telephone systems send additional digits along with extension numbers when a call is forwarded
to the VP system.  These additional digits are called Reason codes because they explain why the call
has been sent to the VP system.  The terminology used by each telephone system varies, but the most
common reasons for a call to be sent to voice mail are:
· Forwarded on no-answer
· Forwarded on busy 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0017-4· Forwarded all calls
· Direct call
· Message retrieval (auto log-on)
· Recall
These Reason codes may be sent before or after the station identifier digit.  Sometimes the codes and
their placement are fixed by the telephone system, and sometimes you can make modifications.  Not all
telephone systems have the ability to send Reason codes.
C.O. Line Identifier Digits
C.O. line identifier digits are used only in special cases where the VP system is being used as an auto
attendant and different C.O. lines must be answered with different initial greetings.  If you are not
using the auto attendant feature or if the auto attendant answers every line with the same initial
greeting, the C.O. identifier digits are not needed and should be disabled within the telephone system.
See section 7.13 for more information.
Using Translation File TRANS.TXT
It is usually necessary to build a DTMF tone translation table.  This table is located in a text file called
TRANS.TXT in the \VM directory.  The number and type of entries required in this table varies
depending on the telephone system and on the requirements of the installation.  A complete description
of the digit translation feature is found in section 7.13.
Note:If the VP system is not properly processing calls involving in-band DTMF tonesreceived during the initial pause, it is usually because the TRANS.TXT file has notbeen built correctly.  See section 7.13.17.3 Interfacing with PBXs without Voice Mail IntegrationIf the telephone system does not have voice mail integration capabilities, the VP system can still
provide excellent quality auto attendant and voice mail service with just a few limitations.  When using
auto attendant, every call transfer must be monitored for ringing, busy, and answer (refer to section 5.5
for information on specifying call transfer types).  This means the VP system’s ports must handle more
of the call transfer process and devote more time to the process.  If the telephone system is handling a
high volume of calls, you may need more ports than would be necessary with full integration.
Because without full integration you must use certain call transfer types, the call transfer process takes
a few seconds longer from the time the VP system first answers an incoming call to the time it is
successfully transferred to the called party.  Again, this is because the VP system must monitor each
step of the call to insure the called party has answered the call (without in-band signaling, the telephone
system cannot automatically return a ring-no-answer call to the called party’s mailbox).
Without full voice mail integration, internal (intercom) calls to busy or ring-no-answer stations cannot
be automatically forwarded to a mailbox owner’s personal greeting. Also, auto log-on is usually not
available unless the telephone system provides user-programmable intercom speed dialing. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0017-5Call Progress Tone Detection
For the VP system to properly process calls, it must be able to recognize certain call progress tones,
such as ringing tone, busy tone, fast busy (or re-order) tone, etc.  This tone recognition is a function of
the voice processing board.
The VP system software includes a default tone recognition program that usually functions well if the
telephone system uses industry standard call progress tones.  If, however, the telephone system has
non-standard tones or tones in addition to those mentioned above, you need to teach the voice board to
recognize the tones.
Included with the VP system software is a utility program designed to perform this function.  This
program instructs the voice board to place calls to numbers on the telephone system you select.  By
doing so, the board learns to recognize the frequency and cadence of certain tones (such as the tones
emitted when a call is placed to a ringing phone, to a busy phone, to a phone in Do-Not-Disturb mode,
etc.).
See section 13 for complete instructions on running the call progress tone detection program for the
model of voice processing board in the system. 
						

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							INSTALLATION AND MAINTENANCE MANUAL 4/0018-118. System Error Messages
This section lists all the system error messages generated by the VP system.  When an error message
displays on the screen, it is also written it to a log file called ERROR.LOG.
Note: To check for file corruption (an action suggested if you encounter several of the errormessages discussed below), run a disk maintenance utility.  On DOS-based systems, useSCANDISK or CHKDSK. On NT systems, use the DISKEEPER program.  For moreinformation on using disk maintenance programs, refer to section 21.0101Cannot open softkey definitions file “”
(For systems with LCD / soft-key integration only.) The VP system tried to open the file that defines the
messages to be displayed on the caller’s telephone.  It was unable to find the file. Copy the file from the
VP system CD or diskettes.
0102Error  on line  of softkey definitions file 
(For systems with LCD / soft-key integration only.) The VP system tried to read the file that defines the
messages to be displayed on the caller’s telephone.  It found an error in the file. Copy the file from the VP
system CD or diskettes.
0201Mailbox  in invalid state
This is an internal error.  If the problem persists, contact technical support.
0202Cannot create batch file “” for setup
While using the teleparameter feature to configure the system to work with a specific PBX, the VP system
was unable to create an internal file that it needs. Make sure the hard disk is not full.  If a file of the same
name already exists, delete it and try again.
0301Mailbox  in invalid state
This is an internal error.  If the problem persists, contact technical support.
0302Cannot open parameter file “”
The VP system was unable to open the file that contains information it requires for the teleparameter
feature.  Copy the file from the VP system CD or diskettes.
0303Error  in parameter file ()
While reading the file that contains information it requires for the teleparameter feature, the VP system
encountered an error.  The file is probably corrupt.  Copy the file from the VP system CD or diskettes. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0018-20401Read Error is  Reported from Message Database (Box )
This error is encountered while reading the file MDTABASE.DVM, containing information on the messages
held in each mailbox.  If the problem persists, check the hard drive for errors.  If you do not have a
backup, delete the file, and run MSGAUDIT to allow the VP system to rebuild it.
0402Number of  Messages Went to  For Box 
While updating the count of messages for the specified box, the VP system realized that the count was not
valid.  The VP system fixed the problem automatically, so no action is required.
0601Unknown Box-Type () in Database
During initialization, the VP system found bad data in the box database file (BDTABASE.DVM).  This is
normally due to disk problems.  Run the SCANDB utility to delete all invalid boxes.
0602Cannot Open Database-Display Window
The VP system was unable to display the database on the screen.  This is normally due to a shortage of
memory.
0603Cannot Open File 
The VP system was unable to open the specified file.  Check that the FILES statement in the CONFIG.SYS
file is set to at least 40 (FILES=40).
0701Cannot Open History File 
The VP system was unable to prepare a Talking Classifieds report, as it could not find the file containing
the call history information.  Make sure the file is on the disk.
0801Attempt to Delete Box  from Empty List
An internal error occurred while deleting a box.  Exit from the VP system to DOS, and reset the
computer.  If the problem persists, contact technical support.
0802Unable to Find Box  on List, for Deletion
An internal error occurred while deleting a box.  Exit from the VP system to DOS, and reset the
computer.  If the problem persists, contact technical support.
0901Cannot Update Telemarketing Table for Box 
This error is encountered while attempting to update internal tables for the telemarketing feature.  If the
error repeats, exit to DOS, and restart the program. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0018-30902Internal Error Number 
This is an internal logic error.  Report this problem to technical support.
0904Cannot Delete Box 
This error is encountered while attempting to delete the specified box.  You cannot delete reserved system
boxes (those numbered between 9900 and 9999).  Exit to DOS, and try the operation again.
0905Invalid Database Modification Request () for Box 
The VP system was unable to process a request to modify the database.  This error occurs only if the VP
system is operating in a multitasking environment, such as DESQVIEW.
0906Cannot Incorporate Box  into Database
The VP system was unable to process a request to modify the database.  This error occurs only if the VP
system is operating in a multitasking environment, such as DESQVIEW.
0908Cannot Create Question Box Directory 
The VP system was unable to create the DOS directories required while adding a Question box to the
database.
0909Error  Creating Message-Info Buffer for Box 
While adding the specified box to the database, the VP system was unable to allocate space in the
message-information file MDTABASE.DVM.  Exit to DOS, and try the operation again.  Make sure the file
is not corrupted and is not write-protected.
0913Cannot Read System Database File
An error occurred while the VP system was attempting to read the database file SDTABASE.DVM.  Exit to
DOS, and start the VP system again.  If the problem persists, check the hard drive for problems.
0914AUDIT Cannot Fix Box Information for Box 
During its automatic audit of the database, the VP system found some inconsistencies in the information
relating to the specified box.  In this case, the inconsistencies were of such a nature that the VP system
was unable to automatically fix it.  Check the box yourself, for any obvious problems.  If the problem
persists, delete the box, and add it again.
0915Invalid Box-Type () for Box  (Position )
While accessing the database, the VP system encountered a box whose type (Mailbox, Routing, Question,
etc.) was not valid.  Exit to DOS, and run the program again.  If the problem persists, delete the box, if 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0018-4possible.  If you cannot delete the box using the VP system program, try deleting it using the SCANDB
utility provided (from the DOS command line, type SCANDB -D).
0917AUDIT Had to Adjust Box  in Database
While performing its automatic audit of the database, the VP system found some inconsistencies relating
to the specified box.  The VP system was able to fix this error automatically.  No further action is
required.
0923Cannot Create Call-History File 
The VP system maintains a file of information about recent calls to the Talking Classifieds database.
During start-up, the VP system checks to make sure the file exists.  If it does not exist, the VP system
attempts to create it.  This error message means that the VP system was unable to create the file.  Check
the hard drive.  Make sure it is not full.  Run the program again, and watch for errors.
0924Cannot Create Telemarketing Control File 
The VP system maintains files of information about the progress of telemarketing calls—one file per
Outbound Telemarketing box.  During start-up, the VP system checks to make sure the files exist.  If one
does not exist, the VP system attempts to create it.  This error message means that the VP system was
unable to create the file.  Check the hard drive.  Make sure it is not full.  Run the program again, and
watch for errors.
0926Cannot Add Box to Database - Too Many Boxes
This error is encountered while attempting to add the specified box to the database.  If you are running the
demonstration program, the VP system allows a maximum of 25 boxes in the database.  If you are not
running the demonstration program, exit to DOS and try again.
0928This Version is Limited to  Boxes
This error is encountered while attempting to add the specified box to the database.  You are running a
version of the program that allows only the specified number of boxes.
0929Cannot Delete - This Box Owns Question Box 
You are attempting to delete a mailbox that is the owner of at least one Question box.  You should assign
another owner to the Question box, or delete the Question box before deleting this mailbox.
0930Warning: Had to Add System Box  to Database
The VP system requires certain reserved system boxes to exist in the database for proper operation.
During start-up it checks that these boxes exist.  If a required box does not exist, the VP system
automatically creates it.  No further action is required.  This error is normally due to a missing database
file.  Other error messages probably display. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0018-50931Unable to Initialize Database
One or more of the VP system database files (files with the extension .DVM) is missing or corrupted.  This
error messages is usually preceded by another error message identifying the missing or corrupt file(s).
0932Small Office Version Supports Up to  Boxes of This Type
The maximum number of boxes of this type has been reached in this VP system version.  Verify there are
no boxes of this type that are not used and can be deleted.
933Database Not Compatible (Database Version = )
This version of the VP system is not compatible with the database.  If you have just upgraded the system,
be sure to run the database conversion utility provided.
935Unable to add box  to internal list
An error occurred while the VP system was attempting to add a new box.  This is an internal error.  Check
the ERROR.LOG file to see if any other errors were reported at the same time, as these might identify what
the original problem was.
1101Error Closing File in Module , Position 
This is an internal error.  Normally no further action is required.  If this error occurs frequently, contact
technical support.
1301Cannot Open Source File  to Copy It
The VP system was attempting to make a copy of the specified file, but was unable to open it.  Check that
the file exists.
1302Cannot Open Destination File  For File-Copy
The VP system was attempting to make a copy of a file.  The new copy was to be given the specified
name.  However, the VP system was not able to create a file with that name.  Check that a read-only file
of the same name does not exist.  Make sure (networks only) that the VP system is allowed to write to the
specified directory.
1303Play / Record Filename is Blank, But Handle Not Null (Line )
This is an internal error encountered during a play or record operation.  If the problem persists, contact
technical support.
1306Invalid Class-of-Service Category (Data = y)
This is an internal error.  Normally no further action is required.  If this error occurs frequently, contact
technical support.