Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-2Ask caller for inputsCall is routed to this
boxSearch the data fileMatch found?Say outputsDoneYesNoFigure 26-1  Typical Operation of an IVR Box
26.2.2 Accessing the IVR Box Screen
Note:Refer to section 29 for graphical illustrations of all VP system screens.To access the IVR box screen through the DOS-based VP system screen interface:
1. From the LINE STATUS screen, press .  The Main menu displays and you are prompted to enter
a system 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 BOX INFORMATION.  The Box Information menu displays.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select IVR BOX. When you
have made necessary modifications to the screen, press  to save the changes. You return to the
Box Information menu. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-3To access the IVR box screen through the NT-based VP system screen interface:
1. From the Windows NT desktop, double-click the DATABASE ADMINISTRATOR icon.  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 Administrator level passwords on the GENERAL INFORMATION
screen.
3. Access the BOXES pull-down menu.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select IVR BOX. When you
have made any necessary modifications to the screen, click on the Save icon on the screen.  You
return to the main screen.
Note:Field names and screen descriptions for both DOS-based and NT-based VP systemsscreens are presented in this section.  Each field description identifies the field name usedin both types of products.  Be advised that due to differences in the screen designbetween DOS-based and NT-based VP systems, the placement of fields on severalscreens vary slightly.  All fields on all screens are discussed in this section.Note: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.26.2.3 IVR Box Field Descriptions
Be advised that due to differences in the screen design between DOS-based and NT-based VP systems,
the placement of fields on several system screens vary slightly.  To locate the information on a particular
field most easily, consult the Index to find the page number of this document that contains the field
description.
On DOS-based VP systems, the IVR BOX screen consists of 3 pages:
· Page 1 contains general setup information and information about the data file.
· Page 2 is used to set up the input questions, and to set up the database search criteria.
· Page 3 is used to define how the output should sound when played back to the caller.
On NT-based systems, this information is housed on five tabs you can access on the IVR BOX screen.
Fields used in DOS-based VP systems are prefaced below with VP, and fields used in NT-based VP
systems are prefaced with NTVP.  If the NTVP field resides on a certain tab on the screen or if the VP
field resides on a certain screen page, the tab or page is identified next to the field name.
Several field descriptions discuss setting fields to YES or NO settings.  In NT-based VP systems, this
equates to checking or un-checking the field’s checkbox, which you do by clicking on it.
     VP:Box Number (Page 1, Page 2, Page 3, Page 4)
NTVP:Box Number
This is the IVR box number.  A box number can be anywhere between 1 and 9899 (boxes 9900 - 9999 are
reserved for the system).  You cannot change the box number on the screen.  To view a new box, use 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-4 (select a box number),  (previous IVR Box), or  (next IVR Box).  To add a new IVR box,
use  (add). (NT-based VP system users can also select from icons at the top of the screen.)
     VP:Box Name (Page 1 screen)
NTVP:Box Name
This field identifies the name of the IVR box. The name is used for administration purposes only, and it
appears in the database listing.
Note:By default, the VP system finds only the first matching record, and reads it to the caller.  Ifyou want the VP system to read more than one matching record to the caller, enter thenumber in the field THEN SEARCH FOR X MORE MATCHING RECORDS (see below).     VP:Greeting Recorded (Page 1 screen)
NTVP:Record Greeting button
This field identifies whether a greeting has been recorded for the IVR box. On NT-based VP systems, an
existing recording is signified by a red light displaying on the button.
The greeting is played as soon as a caller is routed to the IVR box.
On DOS-based VP systems, when you bring the cursor into this field, a menu appears, offering the option
to play, delete, copy, or record the greeting.  By selecting RECORD you can record the greeting via a
telephone line connected to the voice processing board.  To record the greeting, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the greeting.
To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the greeting by clicking on the Record Name 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.
The greeting can also be recorded remotely by the owner of the IVR box.  Note that once an IVR box has
been assigned an owner, the IVR box is allowed the same number of greetings as the owner mailbox, as
defined in the mailbox’s assigned class of service.  The greetings are numbered 0 through 9.
     VP:Owner (Page 1 screen)
NTVP:Owner
This field contains the mailbox number of the owner of the IVR box.  The owner has the ability to call in
to the system to re-record the IVR box greeting or select a different active greeting.  If you do not want to
offer the option to re-record the greeting remotely, or not more than one greeting is needed for this IVR
box, leave this field blank.
     VP:Max Secs Between Digits (Page 1 screen)
NTVP:Max Time to Wait Between Digits X Seconds
When the caller is entering digits (for example, his/her credit card number), the VP system does not know
in advance how many digits the caller is to enter.  If the caller pauses for the number of seconds listed in
this field, the VP system assumes that he/she has finished dialing.  For example, assume this field is set to
3.  If the caller enters 5551111 and then pauses for 3 seconds, the VP system assumes the number the 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-5caller attempted to dial is 5551111.  (To allow callers to immediately precede (without pausing) after
entering the requested number, instruct them to press # after entering the requested digits.  For example,
record the box greeting as, “Please enter your credit card number, followed by the pound key.”).
     VP:Bail-out Digits (Page 1 screen)
NTVP:Bail-out Digits
Bail-out digits allow a caller to cancel the IVR request.  If the caller presses the digit(s) listed in this field,
the VP system takes whatever action is specified in the field IF MATCH NOT FOUND.
Note:Although any digit 0 - 9, *, and # can be used as bail-out digits, it is recommended you donot use a single #.  In other parts of the VP system, # is used as an “end of dialing” digitthat allows frequent callers to speed the processing of their call.     VP:If Account Number Not Yet Entered (Page 1 screen)
NTVP:If Account Number Not Yet Entered area
If you do not intend to use a number previously collected during the call by an Account Number box to
search the database, choose CONTINUE here.
If you intend to use a number collected by an Account Number box to search the database, and the
number has not yet been collected, the VP system cannot perform the search.  To accommodate these
situations, choose GO TO BOX here and specify an Account Number box in the next field.  The VP system
routes the call to that Account Number box and prompts the caller to enter a specific number.  You must
then route the call from the Account Number box back to this IVR box on the ACCOUNT NUMBER BOX
screen.
     VP:Box (Page 1 screen)
NTVP:(Unlabeled Box field)
This field is valid only if the option in the corresponding field is set to GO TO BOX.  Enter the box to
which the call is to route if the caller has not entered a number in an Account Number box.
     VP:Filename (Page 1 screen)
NTVP:Name of File Containing Data (Data File tab)
This field contains the name of the database file containing the data.  The VP system searches this file.
The file should be in regular text format, with one record per line.  Fields within a record can be separated
using any delimiter.  If you do not include a path in the filename, the VP system assumes the file is in the
VP system directory.  By default this is \VM. (NT-based VP system users can select the Review File
button to view and edit the source file.)
     VP:Delimiter Between Fields (Page 1 screen)
NTVP:Delimiter Between Fields (Data File tab)
The file containing the data should be in regular text format, with one record per line.  Fields within a
record can be separated by any sequence of characters (this character sequence is called a delimiter).
Enter the delimiter characters here. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-6If the fields are separated by spaces, use the underline character (_) to represent spaces.
     VP:Field Types (Page 1 screen)
NTVP:Field X is (Data File tab)
Each field in a record represents a specific type of information (for example, money or a date).  Enter the
type of data each field represents.  This information is used by the VP system in two ways:
· When comparing the data input by the caller with the data in the file.
· When deciding how to voice the data in a field.  For example, if a field contains the number
121956, Table 26-1 shows how the VP system reads the contents of the field to the caller.Field TypeHow the VP System Interprets121956How the VP System Reads121956 to the CallerNOTHINGThe VP system says anything.DIGITS1-2-1-9-5-6“One-two-one-nine-five-six”NUMBER121,956“One hundred twenty-one thousand, nine
hundred fifty-six”
(Note that negative numbers are also allowed,
for example -123)MONEY$121,956.00“One hundred twenty-one thousand, nine
hundred fifty-six dollars, and no cents”DATE12-19-1956“December 19, 1956”TIME12:19:56“Twelve-nineteen PM”VOICE FILE\VM\M\Q956   or
\VM\M\Q956The VP system looks for a file with the name
121956 (in the directory where the greetings
are stored).  If it finds that file, it assumes it is
in voice file format, and it plays the file.Table 26-1  How the VP System Interprets a Field Containing 121956
Note:If you are using the VOICE FILE type, you can tell the VP system that the voice files arestored in another directory by using the IVRVOICEFILEPATH parameter in theconfiguration file VM.CFG.  See section 12 for more information on the configuration file.Note:If you are using the VOICE FILE type in a multi-lingual system, record each languageversion of the voice file.  Give the voice files the same name, but end each with thelanguage number.  For example, if you want to record the word “blue” in English(Language 1), French (Language 2), and Spanish (Language 3), name the filesBLUE.VO1, BLUE.VO2, and BLUE.VO3, respectively.In the IVR data file, use the filename BLUE.VO#.  The trailing # tells the VP system toinsert the language number that the caller is currently using. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-7Note:If you are using the VOICE FILE type, and you want to send a fax confirmation of theresults of the database search (see below), create a text file containing a written version ofthe voice file, and name it the same name as the voice file but with the extension .TXT.For example, if you recorded a voice file containing the word “blue,” and called the voicefile BLUE.VOX, create a text file in the same directory and name it BLUE.TXT.  This filecontains the text “blue.”  When the VP system assembles the information to create the fax,it inserts the contents of the BLUE.TXT file instead of the contents of BLUE.VOX.     VP:Prompt for Input # Recorded (Page 2 screen)
NTVP:Record Input # button (Recording Inputs tab)
This field indicates whether an input prompt has been recorded.  On NT-based VP systems, an existing
recording is signified by a red light displaying on the button.
The VP system can prompt the caller to enter up to 5 groups of digits, which it uses to search the database
file.  The VP system plays the prompts you record in each of these fields in turn, and stores the
information entered by the caller as Input 1, Input 2, Input 3, Input 4, and Input 5.
NoteUse the NOTE fields to enter a brief description of the purpose of each input prompt.These fields are not used by the VP system, they are there for your use only.If you are searching the database based only on a number collected by an Account Number box, do not
use these fields—simply route the call to the Account Number box.
On DOS-based VP systems, when you bring the cursor into this field, a menu appears, offering the option
to play, delete, copy, or record the prompt.  By selecting RECORD you can record the prompt via a
telephone line connected to the voice processing board.  To record the prompt, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the prompt.
To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the prompt by clicking on the Record Input 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.
     VP:A Record Matches if... (Page 2 screen)
NTVP:A Record Matches if field (Searching tab)
After collecting the required inputs, the VP system begins searching through the database file, one record
at a time, until it finds a matching record.  These fields tell the VP system what constitutes a matching
record.  For example, if the caller entered his/her Social Security Number as Input 1 above, and the
database file contains records in which field 3 is a Social Security Number, you define the match as:
FIELD 3isEQUAL TOINPUT 1.
If the caller is also asked for his/her personal identification number (PIN) as Input 2 above, and field 6 of
the database file contains PIN numbers, you can define a match as occurring only when both the Social
Security Number and PIN entered by the caller match those in the database file.  Do this by defining a
match as:
FIELD 3isEQUAL TOINPUT 1
andFIELD 6isEQUAL TOINPUT 2 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-8     VP:Output Phrase # Recorded (Page 3 screen)
NTVP:Output Phrase # Recorded (Recording Outputs tab)
Once a matching record has been found, the VP system constructs sentences to voice the required
information to the caller.  These sentences are built from elements including:
· The fields of the database file
· The account number stored for the call
· Pre-recorded phrases
Use these fields to generate any pre-recorded phrases you need.
The VP system plays each of these input prompts in turn, asking the caller for information.  The
information entered by the caller is stored as Input 1, Input 2, Input 3, Input 4, and Input 5.
On DOS-based VP systems, when you bring the cursor into this field, a menu appears, offering the option
to play, delete, copy, or record the phrase.  By selecting RECORD you can record the phrase via a
telephone line connected to the voice processing board.  To record the phrase, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the phrase.
To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the phrase by clicking on the Record Output 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.
The phrases are stored as PHRASE 1 through PHRASE 5, for use below.
Note:Use the NOTE fields to enter a brief description of the output phrase.  For example, youmay enter “Your balance is” in this field.The VP system copies the contents of the NOTE fields into a fax document, if you areusing the fax confirmation feature as described below.     VP:If Match Found, Say... (Page 3 screen)
NTVP:If Match Found, Construct… (Playing Results tab)
Once the VP system finds a matching record, it looks in these fields to determine what it should say to the
caller.  For example, if you want to say Output phrase 1 (recorded above), followed by the contents of
Field 4 of the database, you select PHRASE 1 and under it, FIELD 4 here.
     VP:And then Search for X More Matching Records (Page 3 screen)
NTVP:Then Search for Up to X More Matching Records (Playing Results tab)
Once the VP system has found a matching record and voiced all the information you defined above, it
repeats this process until it has found and reported as many records as you specify in this field.
     VP:And then (Page 3 screen)
NTVP:And then (Playing Results tab)
Once the VP system has found a matching record and voiced all the information you defined above, it
examines this field to decide what it should do next.  The options are: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-9OptionDescriptionRETURNGo back to the box that routed the call to this IVR box.SAY GOODBYESay, “Goodbye,” and then hang up.HANG UPHang up immediately.GO TOBOX  nGo to the box n specified.FIELD  nRead field n from the data file, and interpret it as a box
number.  Go to that box.TRANSFER TOBOX  n
Go to the box specified (same as GO TO BOX).FIELD  nRead field n from the data file, and interpret it as a
telephone number.  Transfer the call to that number.SEND FAX TOBOX  nCollect the output information into a fax document.  Place
the document in Fax box n, then route the call to that Fax
box.  (Requires the optional Fax Distribution module).FIELD  nCollect the output information into a fax document. Read
field n from the data file, and interpret it as a fax telephone
number.  Send the fax document to the fax telephone
number.  (This option uses the IVR fax distribution box
9986, so ensure you set up Fax box 9986 when using this
feature.  You must also have the optional Fax Distribution
module).     VP:If Match Not Found (Page 3 screen)
NTVP:If No Match Found (Playing Results tab)
If the VP system does not find a matching record in the database, it looks here to determine what to do
next.  Typically, you send the call to a Routing box, whose greeting tells the caller that the search was
unsuccessful and offers other call routing options.
     VP:Box (Page 3 screen)
NTVP:(Unlabeled Box field) (Playing Results tab)
This field is only used if the option in the corresponding field is set to GO TO BOX.  This field is usually a
Routing box, whose greeting tells the caller that the search was unsuccessful and offers other call routing
options.
26.3 Using Custom Prompts for IVRWhen playing the results of an IVR search, the VP system creates its response by playing a combination
of pre-recorded system prompts (for example, “dollars,” “July,” etc.), which are included in the VP
system, and custom phrases (for example, “That order was shipped on...”), which are recorded by the
installer or customer.  Since different people record these sets of voice files, the voiced output that results
may not sound professional.
You can re-record system prompts that IVR uses. During normal call processing, the VP system uses the
default system prompts. When processing an IVR box, it uses these re-recorded, custom system prompts. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-1026.3.1 Setting Up Custom Prompts
In the VM.CFG configuration file, add the following line:
IVR PROMPT LANGUAGE = 9
Record the following system prompts in Language 9 (see section 15):PromptContents8“Zero”9 through 17“One” ... “Nine”21“AM”22“PM”23 through 44“Ten” ... Thirty-one”45“Forty”46“Fifty”47 through 58“January” ... “December”78“No”85“And”191“Sixty”192“Seventy”193“Eighty”194“Ninety”195“Hundred”196“Thousand”213“Dollars”214“Cents”216“Million”220“Oh”262“Point”273“Negative”26.4 Setting Up an IVR ApplicationTo set up any IVR application, you follow these general steps:
1. Determine what inputs you require.
2. Determine what the caller should hear.
3. Create the data file.
4. Create the IVR box. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-115. Set up the inputs.
6. Set up the outputs.
Each of these steps is described in detail in the example below.
Step 1:  Determine What Inputs You Require
In this example, the caller must be prompted for his/her savings account number and PIN number.
Note:We will use the term savings account number here instead of just account number.  Asdiscussed throughout this manual, the account number can be used for several purposes,including IVR. For clarity, however, the VP system account number feature is not used inthis example.Step 2:  Determine What the Caller Should Hear
In this example, the VP system will be set up to inform the caller what his/her current balance is and
when this information was last updated.
Step 3:  Create the Data File
The VP system reads text files.  For this example application, each line of the text file must contain one
database record.  Within each record, fields can be separated by any delimiter.  In this example, a comma
is used as the delimiter.
The data file for this application must include the following fields:
· A savings account number.
· A PIN number.
· The date that the information was updated.
· The savings account balance.
The file format is as follows:
Field 1: Savings account number
Field 2: PIN number
Field 3: Date
Field 4: Balance