Key Voice Voice Processing System Supervisor And Subscriber Guide

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-2Live AttendantVP System Automated AttendantAsks to whom the caller wishes to speak.Plays a pre-recorded greeting that prompts the
caller to either dial the extension of the party they
are trying to reach or choose from a list of voiced
options to route the call to a specific department
or group.Listens to the caller’s response.Listens to the digits dialed by the caller.Says, “Please hold.”Plays a pre-record phrase, “Please hold...”Calls the required extension by hook-flashing
and dialing the extension number.Calls the required extension by hook-flashing and
dialing the extension number.Listens for busy tone, ring tone, answer, etc.Listens for busy tone, ring tone, answer, etc.If the extension is busy, offers to let the caller
hold.  If the extension does not answer, offers
to take a message or try another extension.If the extension is busy, plays a pre-recorded
prompt offering the option to hold.  If the
extension does not answer, plays a pre-recorded
prompt offering to take a message or try another
extension.1.1.2 What is Voice Mail?
The term voice mail refers to systems that can record a voice message and treat it like a mail
message.
In a typical office environment, the live attendant takes a message from a caller and writes it
down on a piece of paper.  The attendant then places the slip in the recipient’s in-box or
mailbox.  The box owner then retrieves and reads the message placed in the box.
In contrast, the VP system records a message from a caller and places it in a voice mailbox.
The mailbox owner can later retrieve the message by calling into the VP system and listening
to the recording.  The table below compares how the VP system processes voice messages
compared to a live attendant.Live AttendantVP System Voice MailAttendant listens as the caller dictates his/her
message, writing it down on a piece of paper.VP system records the message as the caller
speaks. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-3Live AttendantVP System Voice MailAttendant places the message slip in a mailbox
belonging to the recipient.VP system stores the voice message
electronically in the recipient’s voice mailbox.Attendant dials the code to turn on message
waiting lamp on the recipient’s telephone.VP system dials the code to turn on the
message waiting lamp on the recipient’s
telephone.Recipient sees the message waiting lamp is on,
and retrieves message slips from the message
mailbox.Recipient sees the message waiting lamp is on
and dials the VP system to retrieve messages.Recipient reads messages left on message slips.VP system plays messages recorded by callers
in the voice mailbox.All VP systems are designed using the Box concept.  A box contains a set of instructions that
tells the program what to do with a call it is handling.  By sending calls to different boxes
created on the system, the system effectively processes calls—including playing certain
prompts or greetings to callers, collecting information and messages from callers, and routing
calls to certain extensions based on digits dialed by callers.
When you use the automated attendant capabilities in the VP system, the system uses Routing
boxes to answer incoming calls, play a listing of options to callers, and route each call to a
specific mailbox (or another type of box on the system) based on either digits dialed by the
caller or on other criteria the technician defined when the system was set up.  The mailboxes
transfer calls to their associated extensions and store messages for system subscribers.  Each
mailbox can also be set up to forward calls to another phone or extension number, deliver
messages to another phone or pager, play one of 10 pre-recorded greetings to callers, screen
calls, queue calls when the extension is busy, or record call conversations.
In addition to Routing boxes and mailboxes, the standard VP system provides several other
types of boxes:
· Question box
· Directory box
· Account Number box
· Group box
· ACD box 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-4This document discusses how you can make modifications to mailboxes and Routing boxes,
which are the two most commonly used box types.  Because these other types of boxes are
used in conjunction with more intricate system setups, adjusting their functionality is best left
to a certified VP system technician.  Therefore, if you find you need to adjust the operation of
any boxes other than mailboxes or Routing boxes, contact your VP system technician.
Note:All VP system products use the same software design, but each hasdifferent limitations on the number of boxes allowed on the system andwhether the system includes an attached keyboard and monitor, whichallows a system supervisor to make modifications from the system’s PC unit.Information provided in this manual is designed to accommodate all VPsystem types.  Therefore, certain sections and procedures may not beapplicable to certain VP system users.1.2 Understanding Supervisor ResponsibilitiesThe tasks a system supervisor may need to periodically perform are summarized in the table
below.  The procedure for completing each of these tasks is detailed in this guide.
Note that most administrative functions can be performed by the system supervisor over the
telephone, by simply calling into the VP system and logging into a supervisor mailbox.  Other
functions, however, must be performed from the VP system PC because they require the
supervisor to make adjustments to fields on VP system program screens.
Some VP systems do not include a keyboard and monitor.  Therefore, functions on these
systems that require screen modifications cannot be completed by the system supervisor.  If a
particular task requires keyboard input, it is identified as such in the table below.  If you
cannot complete a particular task you must perform because the system does not include a
keyboard and monitor, contact the VP system technician. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-5Possible SystemSupervisor TasksDescriptionKeyboard InputRequired?Creating,
modifying, and
deleting subscriber
mailboxes.Each employee (or group of employees) who
uses the VP system to record voice mail
messages in a mailbox or forward calls to other
phone or extension numbers is assigned a
mailbox on the system.  As employees join and
leave the company, their associated mailboxes
must be created or deleted.  If an employee’s
need to access certain system features
changes, his/her mailbox may need to be
modified.  Mailboxes must also be modified
when employees want to change numbers the
system uses in conjunction with its message
delivery and pager notification features.For certain
modifications only
(such as modifying the
second through fifth
message delivery
phone or pager
number).Creating and
maintaining group
distribution lists.Group distribution lists provide subscribers an
easy way to send one message they record to
multiple individuals, without specifying each
individual recipient’s extension.  Though a
subscriber can set up 1-4 personal distribution
lists specific to his/her needs in his/her mailbox,
many organizations also set up group
distribution lists that can be used by all
company employees.  A group list a company
maintains may, for example, contain the names
of all company employees, of all employees in a
particular department, of all employees that
work a specified shift, etc.  As employees join or
leave an organization, these group distribution
lists must be updated.Yes.  Group
distribution lists cannot
be created by system
supervisors by calling
into the system over
the telephone.Issuing broadcast
messages.The broadcast message feature provides
system supervisors a technique for easily
distributing information messages to all
mailboxes on the VP system.  Only a system
supervisor has access to this feature.No.  Broadcast
messages are created
by calling into the
system over the
telephone.Disabling ports.
Re-enable ports.Should a telephone line or port be
malfunctioning, the VP system technician may
request that the system supervisor disable the
line until it can be serviced.No.  Ports are disabled
only by calling into the
system over the
telephone. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-6Possible SystemSupervisor TasksDescriptionKeyboard InputRequired?Temporarily
forcing the VP
system into Day,
Lunch, or Night
Service mode.The VP system can be set up to play different
greetings and to process calls differently
according to the time of day each call is
received.  Three different modes can be set up
on the system:  Day Service, Lunch Service,
and Night Service. Each service mode is
assigned a specific time segment of the day.
Calls received within a mode’s time segment
are routed to a particular box, which plays a
particular greeting.  Many systems, for instance,
have calls route to a different box that plays an
Office Closed greeting during the Night Service
hours.  From time to time it may be necessary
for the system supervisor to force the VP
system to temporarily process calls according to
a service mode that is other than the current
mode (to extend the Lunch hour mode for
example).No.  The system is
temporarily forced into
a particular mode by
calling into it over the
telephone.Modifying
designated
company business
hours.A system supervisor may need to change the
hours associated with the Day Service, Lunch
Service, and Night Service modes (explained
above).  If, for example, the company extends its
business hours from 5:00 PM to 6:00 PM during
a particular time of the year, the system
supervisor may need to extend the Day Service
hours (during which the system routes calls to a
box that plays an Office Open greeting) to last
until 6:00 PM.Yes.  System
supervisors must adjust
the Business Hours
screen.Modifying
designated
company holidays.Up to 20 holiday dates can be defined on the
system.  On each holiday, calls can be routed to
a special Routing box, in which you can record
a specific holiday greeting.  From time to time,
especially from year to year, you may need to
add, modify, or delete specified holiday dates.Yes.  System
supervisors must
modify the scheduled
dates from the
keyboard. (Supervisors
can record holiday
greetings over the
telephone, however.) 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-7Possible SystemSupervisor TasksDescriptionKeyboard InputRequired?Modify the
greeting played by
a Routing box.When a call comes into the VP system, it is
processed by a Routing box, which plays a
greeting to the caller and may offer the caller
options on how the call can proceed (“Press 2
for Sales,” for example). You may need to
modify the greeting played by a particular
Routing box, if for example, you want to
customize the greeting played by the Routing
box that answers calls on a particular holiday or
if you need to add or eliminate a routing option
voiced to callers (such as, “Press 5 for
Customer Service”).No.  Either interface
can be used.Modify the routing
in a Routing box.As discussed above, when a call comes into the
VP system, it is processed by a Routing box,
which plays a greeting to the caller and may
offer the caller options on how the call can
proceed (“Press 2 for Sales,” for example). You
may need to add or eliminate a routing option
available to callers (such as, “Press 5 for
Customer Service”) or modify the box to which
the call is routed when callers select the option
(you may want to send the call to mailbox 399
instead of 395, for example).  When you change
single-digit key routing, you must also change
the greeting voiced by the routing box, as
discussed above.No. Either interface
can be used to modify
single-digit call routing.
Note that you can
modify the routing
technique (routing
based on day of week,
call sequence, etc.),
only through the
screen interface. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-8Possible SystemSupervisor TasksDescriptionKeyboard InputRequired?Adjusting
subscriber access
to system
features, including
preventing
subscribers from
dialing certain
telephone
numbers.You can modify the VP system features to
which a group of subscribers is permitted
access by modifying the class of service
assigned to the subscribers.  Making class of
service modifications allows you to also prevent
the VP system from dialing certain phone
numbers, such as long distance numbers, when
making outgoing calls from a subscriber’s
mailbox.  Outgoing calls may be made by the
VP system to deliver messages to a subscriber,
page a subscriber, or because the subscriber
called into the mailbox and selected an option to
have the system place an outgoing call.Yes.  System
supervisors must
adjust the Class of
Service screen.1.3 Calling into a Supervisor Mailbox to Perform
Supervisor FunctionsTo access system supervisor functions by calling into the system, you must log into a
supervisor mailbox.  A supervisor mailbox is any mailbox that has been assigned supervisor
privileges in the mailbox’s assigned class of service.  (The mailbox’s assigned class of
service defines the features and options to which the mailbox owner is permitted access.)
Consult with the technician who installed the VP system for a list of which mailboxes have
been assigned supervisor privileges.
To log into a supervisor mailbox from the telephone and access supervisor functions:
1. From a telephone, call into voice mail and log into a supervisor mailbox.  The system
voices the Main menu:
“To listen to your messages press 1.  To send a message press 2.  To change your options
press 3.” 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-92. To access the Supervisor menu, press 6 (this option is not voiced).  The system voices the
Supervisor menu options:
Supervisor MenuFor Mailbox AdministrationPress 1For Routing box AdministrationPress 2For Question box AdministrationPress 3For Port AdministrationPress 4To Change the System Broadcast MessagePress 5To Change the voice mail Day / Night ServicePress 6To Change the System TimePress 7To Change the System DatePress 8To Modify System ParametersPress 9To Perform First Time SetupPress 0To ExitPress #The following illustration shows the structure of the Supervisor menus.  Supervisor menu
options are described below. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-10Enter the
digit1. Modify greeting
2. Record question
#. Exit1. Modify greeting
2. Modify routing
#. Exit1. Add
2. Delete
3. Modify
#. Exit1. Add
2. Delete
3. Modify
#. ExitEnter box numberEnter box numberEnter box numberEnter port number1. Day service
2. Night service
3. Lunch service
#. ExitEnter the
question
numberEnter the
greeting
numberEnter the
greeting
number1. Mailbox functions
2. Routing box functions
3. Question box functions*
4. Port functions
5. Broadcast functions
6. Night / day functions
7. System time*
8. System date*
9. System parameters*
0. First time setup*
#. Exit1. Add
2. Delete
3. Modify
4. Suspend
5. Restore
6. Reset
#. Exit1. Disable a port
2. Enable a port
#. ExitStructure of Supervisor Menus
* IMPORTANT:Select and modify these options ONLY under the guidance of a VPsystem technician.  This guide does not include information onworking with these options.  Using these options incorrectly mayimpair the ability of the VP system to effectively process calls andperform messaging functions. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-111.3.1 Creating, Modifying, or Deleting a Mailbox over the
Telephone
You can create, modify, or delete a mailbox using options on the Mailbox Administration
menu.  Specifically, you can use this menu to:
· Add or delete a mailbox
· Change a mailbox greeting (the mailbox owner can also perform this function by
logging into the mailbox)
· Change a mailbox password (the mailbox owner can also perform this function by
logging into the mailbox)
· Change the call transfer, pager, and message notification numbers (the mailbox
owner can also perform this function by logging into the mailbox)
· Suspend a mailbox (rendering it inaccessible to the mailbox owner) and restoring
access to a suspended mailbox)
To create, modify, or delete a mailbox over the telephone:
1. From the Supervisors menu, press 1 for Mailbox Administration.
2. When prompted, enter the number of the mailbox you want to add, modify, or delete.
The system voices the number back to you.
3. When prompted, press 1 to confirm the number or press # if the number you entered was
incorrect.  Once you confirm, the system voices the Mailbox menu options:
Mailbox MenuTo AddPress 1To DeletePress 2To ModifyPress 3To SuspendPress 4To RestorePress 5To ResetPress 6