Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-8     VP:Fax 1 is Connected to Line
NTVP:  Fax Port 1 is Connected to Voice Port (Wiring tab)
Fax boards and the voice boards share telephone lines.  Any fax board can be connected to any telephone
line.  Use this field to tell the VP system to which line fax board 1 is connected.  Enter 0 if fax board 1 is
not used.
     VP:Fax X is Connected to Line
NTVP: Fax Port X is Connected to Voice Port (Wiring tab)
If you are using more than one fax channel, use these fields to indicate to the VP system to which lines
fax channels 2 through 16 are connected.  Enter 0 to indicate that a particular fax channel is not in use.
Note:The remaining fields of the FAX SETUP screen and the external dial rules define how theVP system dials the callers fax machine.  If the system is connected to a key system,PBX, or Centrex, the same rules specified in the field DIGITS TO GET A LINE ONEXTERNAL CALL (GENERAL INFORMATION screen (VP systems) / PBXINFORMATION screen (NTVP systems) apply.  If, for example, you have Centrex servicewith 4-digit extensions and the callers fax machine is on an extension at another location,the VP system does not insert a 9.  If another caller leaves a 7 or 10 digit callbacknumber, the system inserts a 9 plus any other modifications as explained below.     VP:Digits to Strip From Callback Number
NTVP:Digits to Strip from Callback Number (Miscellaneous tab)
When a caller is entering the number of his/her fax machine, he/she will probably enter the area code.  To
prevent the VP system from dialing the local area code, enter it in this field.  Before making a call, the VP
system checks the leading digits of the number it is about to dial.  If these digits match the digits in this
field, then the VP system strips them from the number.  For example, if the local area code is 305, and the
caller enters the fax number as 305-555-1234, the VP system dials 555-1234 when making the call.
Note:If you need to modify the number entered by the caller in some other way (for example, ifyou need to strip out the area code only for certain calls or you need to prefix a 1 oncertain 7-digit numbers), enter EXT in this field, to tell the VP system to look for a filecontaining this information.  The VP system looks in the VP system directory—by defaultthis is \VM —for the file DIALRULE.TXT.  You must create this file, and enter theinformation (see section 7.25).     VP:Prefix a Digit-1 For Long-Distance
NTVP:Insert a ‘1’ for Long-Distance (Miscellaneous tab)
Note:If you entered EXT in the previous field (for external dial rule), this field is not used andshould be left blank.In the North American numbering plan, a caller must dial a 1 before making a long-distance call.  If you
set this field to YES, then the VP system counts the number of digits in the callback number.  If there are
exactly 10 digits (area code plus telephone number), the VP system automatically inserts the digit 1 in
front of the number.  Note that the VP system strips off the local area code entered in the previous field
first, before counting the digits. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-9     VP:If Call Fails, Try X More Times
NTVP:If Call Fails, Try X More Times (Miscellaneous tab)
When the VP system makes an outgoing fax call, it monitors the call to see if the fax was transmitted
successfully. If not, it can retry up to the number of times specified in this field.
     VP:At Intervals of X Minutes
NTVP:At Intervals of X Minutes (Miscellaneous tab)
If the called fax machine is busy or does not answer, you can program the VP system to make several
attempts to get through. Use this field to tell the system how long it should wait before trying again.
While waiting, the VP system continues processing other queued fax requests.
     VP:Path for Fax Distribution Documents
NTVP:Directory for Fax Distribution Documents (Miscellaneous tab)
Indicate where you want to store the fax distribution documents.  Each time you add a new fax document,
it is stored in this location.  The default is the \VM\M directory.
     VP:Path for Fax-Mail Documents
NTVP:Path for Fax-Mail Documents (Miscellaneous tab)
If you are using the optional FaxMail module, indicate the path where you want for the incoming fax
documents to be stored.  The default is the \VM\FAXMAIL directory.  See section 25 for details on the
FaxMail module.
24.2.3 Setting up Fax Distribution Restrictions
When callers are retrieving documents using the callback method, the VP system requests them to enter
the telephone number of their own fax machine.  You may use fax restriction fields to restrict certain area
and / or office codes, or to restrict “nuisance” calls (911, 1900, etc.).
NT-based VP system users can access fax restriction fields on the Restricted Numbers tab of the FAX
SETUP screen.  DOS-based VP system users access fax restriction fields using the following procedure:
To access the Fax Restriction screen through the DOS-based VP system screen interface:
1. From the VP system main screen, press .  The Main menu displays, and you are prompted to
enter a password.
2. Type 1234 then press  to log on using the default Technician level password.  You can
change both the Technician and Customer level passwords on the GENERAL INFORMATION screen.
3. From the Main menu, select SYSTEM INFORMATION.  The System Information menu displays.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select FAX RESTRICTIONS.
When you have made necessary modifications to the screen, press  to save the changes. You
return to the System Information menu. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-10Note:The field name used in both the DOS-based VP systems and NT-based VP systems isidentified with each field description.  Fields used in DOS-based VP systems are prefacedwith VP, and fields used in NT-based VP systems are prefaced with NTVP.  If the NTVPfield resides on a certain tab on the screen or if the VP field resides on a certain screenpage, the tab or page is identified next to the field name.To locate the information on a particular field most easily, consult the Index to findthe page number of this document that contains the field description.     VP:Restriction Type
NTVP:Restriction Type (Restricted Numbers tab
This field identifies the restriction type. The options are (NTVP system options are worded slightly
differently):OptionDescriptionALLOW ONLY THESEThe VP system prohibits all calls except those to numbers
indicated in the following fields.  This is the most secure
form of restriction, since you can restrict calls to individual
area codes, area code / office code combinations, or even
individual telephone numbers.BLOCK ONLY THESEThe VP system allows all calls except those to numbers
indicated in the following fields.  Typically, you block calls to
the operator (0), calls to 911, calls to 1-900 numbers, and
calls to 976 and 1-976 numbers.     VP:Digits
NTVP:Digits (Restricted Numbers tab)
These fields allow you to define up to 20 digit sequences that should be blocked or allowed (depending
upon what you selected for RESTRICTION TYPE).  The VP system looks at each DIGITS field to determine if
any entry matches the callback number entered by the caller.  If the callback number begins with any of
the digit sequences entered in these fields, the VP system considers this a match and allows or blocks the
call.
Note:The VP system looks for a match in the Digits field based on the callback number enteredby the calling party before any digit prefixing, digit stripping, or external dial rules areapplied.  Even though the system prompts the caller to enter only his/her area code andtelephone number, you must allow for the case where the caller also enters a 1.Therefore, to provide a positive block for 900 numbers, for example, you need to enterboth 900 and 1900 in a Digits field.Be advised that the VP system looks for a match for only the digits you have entered.  For example, if you
selected BLOCK ONLY THESE and you entered 1900 in one of the DIGITS FIELDS, 1-900-555-1212,  1-900-
123-4567, and 1-900-111-2222 are all considered matches and these callback numbers are blocked.
Telephone number 1-901-555-1212 is not considered a match and is allowed.
If you enter the digit 0 in one of the DIGITS fields, the VP system considers all numbers beginning with 0
to be matches.  This would include 0, 00, 0+ and 011+ calls. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-1124.3 Sending a Fax into a Fax BoxThe document you want to place in a Fax box may exist in one of two forms:
· A file on the computer disk
· A document on paper
24.3.1 Sending a Document on Disk into a Fax Box
Note:On DOS-based VP systems, documents must be stored in the .PCX file format.  On NT-based VP systems, documents must be stored in .TIF file format.To send a document on disk into a Fax box:
1. Access the FAX BOX screen as described in section 24.1.
2. Complete all fields using information provided earlier in this section.
In the FILENAME field, indicate the complete filename of the document.  Include the directory path
before the filename if you are storing the document file in a directory other than the default set on the
FAX SETUP screen). Do not store documents on diskette in the diskette drive, as access time is
significantly slowed.
3. Press  to exit from the Fax box.
Note:  On NT-based systems, you can use the Fax from the Desktop feature in VCM to faxa document created in a Microsoft Windows application directly into a Fax box(requires VCM version 2.1.7 or higher).  To do so, access the document in the MicrosoftWindows application. Print the document as you would if you were faxing it from thedesktop (select FAX FROM THE DESKTOP as the printer).  When the FaxDrv screendisplays, de-select the FAX COVER PAGE option and clear the FROM, TO, COVERSHEET, SIGNATURE, and LOGO fields.  Select the TO VM FILE option.  Select the Sendbutton to transmit the document.  On the FAX TO FILE screen, check the FAXDIRECTORY ON VOICE MAIL option.  Type the filename of the document (do not changethe default directory shown unless necessary).   Complete steps 1-3 above to indicate thefilename you typed on the appropriate FAX BOX screen.Be advised that if you follow the procedure to fax a paper document into a fax box, the VPsystem automatically creates a file in which the document is stored.  If, in this procedure,you do not indicate a specific filename, the file is named using the following convention:FX00xxxx.FAX, where xxxx is the box number (if the box number is less than 4 digits,include leading zeros so the filename is 8 characters in length plus the extension).  Forconsistency, you may want to follow this convention when you type a filename for adocument you send into a fax box through VCM.You have now placed the document in the Fax box. Callers are able to access the document by routing to
the Fax box in the same way they route to any other box (for example, by entering the Fax box number or
making the appropriate selection in a Routing box). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-1224.3.2 Sending a Document on Paper into a Fax Box
To send a document on paper into a Fax box:
1. Access the FAX BOX screen as described in section 24.1.
2. Complete all fields using information provided earlier in this section.
In the FILENAME field, you can indicate the complete name of the file in which you want to store the
fax document on the system.  Include the directory path before the filename if you want to store the
document file in a directory other than the default set on the FAX SETUP screen, which is the \VM\M
directory.
If you leave the FILENAME field blank, the VP system will automatically name the document file it
creates using the following convention: FX00XXXX.FAX, where XXXX is the box number (if the box
number is less than 4 digits, leading zeros are included so the filename is 8 characters in length plus
the extension).
Specify GRAPHICS as the document type.
3. Press  to exit from the Fax box.
The Fax box has now been created.  Now you must fax the document into the box.
1. From a fax machine, call in to the VP system on a line to which a fax board is connected (or on any
line, if fax-port sharing is enabled).
2. When the VP system answers, open the mailbox assigned as the owner of the Fax box (by routing to
the voice mail gateway, then entering the mailbox number and password).
3. The VP system plays the Main menu.
“To listen to your messages, press 1.
To send a message, press 2.
To change your options...”
4. Press 7 for fax options.  The VP system prompts you for a Fax box number.
5. Enter the Fax box number.  The VP system verifies you are the owner of the Fax box, then plays the
document name and number for confirmation.
6. Press 1 to confirm this is the correct Fax box.  The VP system prompts you to press START on the fax
machine.
7. Press the START button to fax the document into the VP system.  The document is accepted by the VP
system and placed in the specified Fax box.
24.4 Retrieving a Fax from the VP SystemTo give a caller access to a document, simply route the call to the Fax box containing the document.  The
VP system plays the document name to confirm the caller’s selection.  Once the caller has confirmed the
document is the one he/she wants to receive, the VP system determines how it is going to send this and
other documents ordered during the call. Figure 24-1 shows how the VP system makes its determination: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-13Is fax board connected to
this line?Is fax-port sharing
enabled?Is fax-port sharing
enabled?Send documents at end of
this call
(as part of this call)Ask caller if he/she is
calling from a fax machineAsk caller for number of
his/her fax machineAt end of call, make an
outgoing call to caller’s fax
machineIs fax board connected to
this line?Explain to caller that fax
cannot be sentHow is the field labeled
HOW TO TRANSMIT FAXES
set in Fax Setup screen?NoNoNoNoYesYesYesYesFax machine Not a fax machineSame call always OfferoptionCall back alwaysFigure 24-1   Determining How to Send Fax Documents to the Caller
Assume, for example, John Smith has two documents he wants to make available to the public, a price list
and a product catalog. These exist on paper, so he follows the steps outlined above to place them in Fax
boxes 4000 and 4001 respectively.
Also assume John has set the following options on the FAX SETUP screen:
Fax cover page preferences:Default
How to transmit faxes:Offer option
Max faxes we will send per call:4
A customer, Mary, calls in for a price list and hears the greeting recorded in Johns initial Routing box. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-14“Welcome to Smith Products.  If you know the extension number of the person to whom you want to
speak, please dial it now. If you would like us to fax you a price list, dial 4000, or for a product catalog,
dial 4001.  Otherwise, stay on the line, and an operator will be right with you.”
Mary dials 4000.  The VP system routes the call to Fax box 4000 then plays the document name recorded
by John when he set up this Fax box.  The VP system then asks Mary to confirm her choice:
“Smith Products summer price list. If this is correct, press 1.”
Mary presses 1 to confirm that this is the document she wants.  The VP system looks at the field on the
FAX SETUP screen and sees that it should offer the caller the option of having the documents transmitted
on this call or via a callback.  The VP system prompts Mary to indicate whether she is calling from a fax
machine:
“If you are calling from a fax machine, please press 1.”
Mary is calling from a regular telephone, so she presses 2 (or does nothing), to tell the VP system that she
is not calling from a fax machine.  The VP system now knows it must send the documents by making an
outgoing call to the callers fax machine, so it asks for the telephone number:
“Please enter the telephone number of your own fax machine now.”
Mary enters the telephone number 555-1234.  The VP system asks Mary to confirm the number:
“The number is 555-1234.  If this is correct, press 1.”
Mary confirms this is the correct number.  Since the VP system will be sending the default cover page
(see assumptions above), it can insert an identifying number (for example, an extension number) into the
cover page.  The VP system gives Mary the option to include this information:
“If you have an extension number, please enter it now.”
Mary can enter up to 10 digits.  The VP system then indicates that it will send the document:
“That fax will be sent when you hang up.”
It then tells Mary how many more documents she can order during this call:
“You may order up to 3 more fax documents.”
John has configured Fax box 4000 to go to another Routing box when the caller requests no more faxes.
The VP system routes the call to that Routing box, and the call continues as normal. At the end of the call,
the VP system places the fax request on a queue for the fax board. The fax(es) will be sent when this
request gets to the top of the queue.
When Marys request reaches the top of the queue, the VP system examines the telephone number that
Mary entered.  Before dialing the number, the VP system may need to add digits or remove digits.  For
example, assume Mary is in area code 305 and the VP system is also in area code 305.  When Mary
entered her fax telephone number, she may have included the area code (305-555-1234).  If  John has
configured the VP system to strip area code 305 from entered numbers, the VP system dials only 555-
1234.
Alternatively, assume Mary is in a different area code such as 919.  She enters her fax number as 919-
555-1234.  Because this is a different area code, the VP system must dial a 1 first.  To accommodate this
situation, John must indicate during setup that the VP system should prefix all 10-digit numbers with a 1. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-15These two settings are sufficient for most applications.  However, there are occasions when the telephone
network requires you to prefix some 7-digit numbers with a 1.  Also, there are occasions when you are
required to include the area code in the dialed number, even when dialing within the same area code.
If you install the VP system in an area where these factors apply, you need to provide the VP system with
extra information (as explained earlier in this section), so it knows when to prefix digits and when to
remove digits.
24.5 Setting Up Fax BroadcastingIf you want the VP system to send a fax document to several fax machines, you can use the Fax
Distribution module in conjunction with the optional Outbound Telemarketing feature package.
To broadcast a fax document, there four general steps:
1. Create a text file containing a list of the fax telephone numbers you want the VP system to dial.
2. Create a Fax box containing the fax document to be transmitted.
3. Include the following statement in the configuration file VM.CFG:
FASTFAX
4. Set up a Telemarketing box to process the list of numbers (see section 28).  Enter the number of the
Fax box created in the ON ANSWER, GO TO BOX field of the Telemarketing box.
24.6 Logging Fax Calls24.6.1 Using the General Call Log File
When you use the fax distribution module, the general call log file (VOICMAIL.LOG) includes an entry for
outgoing fax calls.  This entry is denoted by F in the CALL TYPE field of the log.  The AUDIT TRAIL fields
indicate which faxes (Fax boxes) were sent.
Note that this call type log record is generated only for those documents transmitted using the fax
callback option.  If the fax documents were sent using the same-call method, the Fax boxes display in the
incoming-call record only.
Also note that this log indicates that a call was made, it does not indicate whether or not the fax was
successfully transmitted. The fax log file (see below) gives details about the result of the transmission.
24.6.2 Reviewing the Fax Log File
The VP system keeps a log of all outgoing fax calls. The log file includes the time and date of the call, the
destination fax number, the contents of the To and From fields, and the result (for example, Success,
Busy, etc.). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-16If an EXPORT PATH is defined in the VM.CFG file, the log file is stored there, under the name VMFAX.LOG.
If no export path is defined, the file is stored in the same directory as the general call log files (by default,
the \VM\M directory).  At midnight each night, the VMFAX.LOG file is renamed to FAXmmdd.LOG, where
mm is the current month, and dd is the day that has just ended. For example, at midnight on July 23, the
VMFAX.LOG file is renamed to FAX0723.LOG. A new VMFAX.LOG is generated as soon as a new fax call is
made on July 24.
24.7 Using Fax Distribution Prompts24.7.1 Using New Prompts
The following prompts are used by the Fax Distribution module:PromptFilenameContents of Phrase1100FAXCONF.VOI“That fax will be sent when you hang up.”1101FAXCANCL.VOI“That fax will not be sent.”1102ENTERFAX.VOI“Please enter the number of your own fax machine now.”1103MAXFAXES.VOI“Im sorry, you have already ordered the maximum number
of faxes.”1104NOTFAXLN.VOI“This line does not offer fax service.”1105FAXDONE.VOI“To receive your fax documents now, press 1.  Or to
continue, press 2.”1106FAXMACHN.VOI“If you are calling from a fax machine, press 1.  If not press
2.”1107ENTERFID.VOI“If you have an extension number, please enter it now.”1108FAXORDER.VOI“You may order up to”1109FAXMORE.VOI“more fax document.”1110FAXESMOR.VOI“more fax documents.”1111FAXPRESS.VOI“Please press the START button on your fax machine, and
then hang up.”24.7.2 Modifying Existing Prompts
The following prompts, which are part of the standard VP system package, must be modified to include
the options for the Fax Distribution module.  The phrase that needs to be added is shown below.  A few of
the most commonly used versions of these prompts have been pre-recorded and are described below. You
can use these pre-recorded modified prompts by copying them onto the system, or you can re-record the
prompts that must be modified using procedures detailed in section 15. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-17PromptFilenameModification Required65MAINMENU.VOIAdd fax option (number 7)...”... to input a fax document, press
7...”67MAINMENX.VOIAdd fax option (number 7)...”... to input a fax document, press
7...”24.7.3 Copying Pre-Recorded Modified Prompts
The following prompts were pre-recorded and can be used to replace the existing prompts supplied with
the standard VP system software package.  These prompts were copied to the \VM\P directory when the
Fax Distribution module was installed.  Pre-recorded modified prompts have the same filenames as their
corresponding standard prompts, but they use a different file extension.
To copy a modified prompt to the active system, follow these steps:
1. Shutdown the VP system if it is currently running.
2. Locate the prompt you want to use in the following table and make a note of the filename.
3. Copy the file over the prompt with the .VOI file extension.  (You may want to first rename the .VOI
prompt an extension .OLD, so if you ever want to revert back to it, the prompt is still available.) Copy
the file. For example, to replace the existing prompt 65 with MAINMENU.OP3, access a command
prompt and type the following command:
COPY \VM\P\MAINMENU.OP3 \VM\P\MAINMENU.VOI  then press 
4. When you finish modifying prompts, re-start the VP system.PromptFilenameContents of Phrase65MAINMENU.OP3“Main menu.
To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3.
To input a fax document, press 7.
Or to exit, press #.”65MAINMENU.OP4“Main menu.
To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3.
To change languages, press 5.
To input a fax document, press 7.
Or to exit, press #.”65MAINMENU.OP5“Main menu.
To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3.
For supervisor functions, press 6.
To input a fax document, press 7.
Or to exit, press #.”