Key Voice Voice Processing System Supervisor And Subscriber Guide

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-52Note:All times must be entered in 24-hour format—for example, enter 8:00 PM as20:00).  If prompts171, 172, and 173 are recorded on the VP system, the initial greeting (as
programmed in the LINE INFORMATION screen) is automatically preceded with the appropriate
prompt.  Prompt 171, “Good morning…” is voiced from midnight until noon.  Prompt 172,
“Good afternoon…” is voiced from Noon until the time set in the field Change “Good
Afternoon “ to “Good Evening.”  At this time prompt 173, “Good evening…” is voiced until
midnight.
If prompts 171, 172, and 173 are not recorded on the system, you can ignore this field.  These
prompts are not pre-recorded, since they should be recorded in the same voice as the initial
greetings for best quality and continuity.  Consult the VP system installation technician for
information on completing this field.
1.4.4 Modifying Company Holidays through VP System
Screens
  Besides having the VP system answer calls differently at different times of the day, you can
have the system answer calls in a special way during various holidays.  For example, on New
Year’s day, the company may be working with a smaller staff, so they may want the system
to greet customers with:
  “The XYZ Company wishes all its customers a Happy New Year.  Our service personnel are
not available today, but will be back as usual tomorrow.  For Sales, press 1, or press 0 to
speak to an operator.”
  You may pre-define up to 20 holiday dates.  For each holiday, you can specify a different
Routing box to which calls will be sent.  During the holiday, the VP system uses the greeting
and call routing scheme you have defined in that Routing box.
  The following programming example shows how to set up a New Year’s holiday greeting to
play on January 1.
  Access the HOLIDAY SCHEDULE screen and select JANUARY as the month, then enter 1 to
indicate the first day of the month.  In the field INITIAL BOX, enter a spare box number (which
will be set up later in this example).  In this example, box number 8500 is used. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-53  The VP system is now advised of the New Year’s holiday.  Each time a call arrives on
January 1, the VP system routes the call to box 8500.
Note:Holiday greetings are in effect for the entire 24-hour period of the calendarday.  To complete this example, Routing box 8500 must be created.  You add Routing boxes by
accessing the ROUTING BOX screen.  Press  to add a Routing box and type 8500 in the
window that displays.  Once you create a Routing box, you can record a greeting in it (in this
example, a New Year’s specific holiday greeting) and set up the various routing options as
described in this guide.
Note:See section 1.4.9 for screen illustrations.To modify the designated company holidays through the DOS-based VP system
screen interface:
1. From the Main menu, select SYSTEM INFORMATION.  The Box Information menu
displays.
2. Highlight HOLIDAY SCHEDULE from the menu then press .   The HOLIDAY
SCHEDULE screen displays.
3. Modify the company holidays on the HOLIDAY SCHEDULE screen.  When you have made
necessary modifications to the screen press  to save the changes.
To modify the designated company holidays through the NT-based VP system screen
interface:
1. From the Main screen, access the SYSTEM pull-down menu.
2. Select  HOLIDAY SCHEDULE from the menu.  The HOLIDAY SCHEDULE screen displays.
3. Modify the company holidays on the HOLIDAY SCHEDULE screen.  When you have made
necessary modifications, select the Save button to save the changes. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-541.4.5 Modifying the Greeting Played by a Routing Box through
VP System Screens
Before modifying any Routing box greetings, refer to section 1.3.5 for information on the
Routing box setups on the VP system and Routing box greetings.
Note that if you use the following procedure to change the greeting in a Routing box, you
must update the Routing box call routing structure to relay new instructions to the caller.  Use
the procedure presented earlier in this section to update the greeting as necessary.
To modify a Routing box greeting through the DOS-based VP system screen interface:
1. From the Main menu, select BOX INFORMATION.  The Box Information menu displays.
2. Highlight ROUTING BOX from the Boxes menu then press .
3. Enter the box number you want to modify, then press .  The box’s setup screen
displays.
4. Adjust the greeting using the ROUTING BOX screen field discussed below.  When you
have made necessary modifications, press  to save the changes.
To modify a Routing box greeting through the NT-based VP system screen interface.
1. From the Main screen, access the BOXES pull-down menu.
2. Select ROUTING BOX from the Boxes menu.
3. Select the Select button and choose the number of the box whose greeting you want to
modify.  The box displays on-screen.
4. Adjust the greeting using the ROUTING BOX screen field discussed below.  When you
have made necessary modifications, select the Save button to save the changes.
1.4.6 Recording a Greeting through the Routing Box Screen
The field description provided below identifies how you record a greeting from the Routing
box screen. The field used in DOS-based VP systems is prefaced below with VP, and field
used in NT-based VP systems is prefaced with NTVP. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-55     VP:Greeting Recorded
NTVP:Record Greeting button
This field identifies whether a greeting has been recorded for the Routing 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 Routing 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 Greeting
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.
The greeting can also be recorded remotely by the owner of the Routing box.  Note that once
a Routing box has been assigned an owner, the Routing 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 - 9.
Once the VP system has finished playing the greeting, it may optionally play the time or date,
depending on the contents of the BOX NAME field.
1.4.7 Modifying the Routing in a Routing Box through VP
System Screens
The VP system can be set up to voice greetings to callers that include single-digit call routing
options, such as, “Press 2 for Sales…”  On a system set up this way, a call is transferred to a
certain mailbox when the caller presses 2 during or after the greeting.  You can control the
digit(s) callers can dial and the route their calls will subsequently take using the following
procedure. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-56Note that if you use the following procedure to change the single-digit call routing set up, you
must update the Routing box greeting to relay new instructions to the caller.  Use the
procedure presented earlier in this section to update the greeting as necessary.
To modify call routing through the DOS-based VP system screen interface:
1. From the Main menu, select BOX INFORMATION.  The Box Information menu displays.
2. Highlight ROUTING BOX from the Boxes menu then press .
3. Enter the box number you want to modify, then press .  The box’s setup screen
displays.
4. Make changes to the ROUTING BOX screen to modify the call routing used when calls are
sent to this box. For information on modifying fields on this screen, consult the
information provided below and the program’s online help file (accessible by pressing
).  When you have made necessary modifications, press  to save the changes.
To modify call routing through the NT-based VP system screen interface:
1. From the Main screen, access the BOXES pull-down menu.
2. Select ROUTING BOX from the Boxes menu.
3. Select the Select button and choose the number of the box you want to modify or delete.
The box’s setup screen displays.
4. Make changes to the ROUTING BOX screen to modify the call routing used when calls are
sent to this box. For information on modifying fields on this screen, consult the
information provided below and the program’s online help file (accessible by pressing
).  When you have made any necessary modifications, select the Save button to save
the changes.
Working with the Routing Box Screen
Note:See section 1.4.9 for screen illustrations. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-57The field descriptions provided below identify the function of certain fields on the ROUTING
BOX screen.  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.
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.
     VP:Route Call Based On
NTVP:Route Call Based On area
There are 5 techniques you can use to route calls:
· Based on the digit(s) dialed by the caller
· Based on the day-of-week (Sunday, Monday, etc.) the call is received
· Based on the call’s sequence number (first call goes to box [number], second call
goes to box [number], etc.).
· Based on the results of a database lookup
· Based on whether the VP system is in Day Service, Lunch Service, or Night Service
mode or the call is received on a defined holiday
DIGITS DIALED
While the VP system is playing the Routing box greeting, callers can press a key at any
time to make a selection from the menu, or they can dial a mailbox directly.  When the
caller presses a key, the VP system immediately stops playing the greeting and processes
the dialed digit.
If the caller does not dial a digit and the end of the greeting is reached, the VP system
pauses to wait for a response, then, if no response (DTMF or spoken word) is detected, the
system performs whatever action is specified in the field IF NO DIGITS DIALED. 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-58If a digit is dialed, the VP system checks the field DIGIT RECEIVED, WAIT FOR MORE
DIGITS:
*If this field is set to NO, the VP system immediately attempts to route the call
based on the single digit dialed.  If the DESTINATION FOR DIGIT field contains a
valid box number, the call is immediately sent to the new box.  This means that
menu selections take priority over extension numbers (for example, if the
DESTINATION FOR DIGIT 1 is a valid box, the caller cannot dial mailboxes
beginning with a 1, as the VP system routes the call as soon as it received the
first 1 in the extension number).
*If this field is set to YES, the VP system waits to see if the caller is dialing a
sequence of digits (for example, entering a box number).  If additional digits are
detected, and they correspond to a valid mailbox, Routing box, etc., the call is
routed to that box.  If only one digit is detected, the VP system consults the
DESTINATION FOR DIGIT fields and routes the call to the box specified.  Since the
VP system must wait for additional digits, call routing is not executed as quickly
as when this field is set to NO.
DAY-OF-WEEK
The VP system plays the Routing box greeting.  Once the greeting ends, the call
immediately routes to the box specified in one of the digit destination fields.  On NT-
based VP systems, routing is as indicated on the Routing box screen.  On non-NT-based
VP systems, routing is as follows:Day on WhichCall is ReceivedBox to Which Call is RoutedSundayBox specified in DESTINATION FOR DIGIT 1 fieldMondayBox specified in DESTINATION FOR DIGIT 2 fieldTuesdayBox specified in DESTINATION FOR DIGIT 3 fieldWednesdayBox specified in DESTINATION FOR DIGIT 4 fieldThursdayBox specified in DESTINATION FOR DIGIT 5 fieldFridayBox specified in DESTINATION FOR DIGIT 6 fieldSaturdayBox specified in DESTINATION FOR DIGIT 7 field 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-59If the caller dials any digit while the Routing box greeting is playing, the VP system stops
the greeting and routes the call based on the day (not based on the digit dialed).
CALL SEQUENCE NUMBER
The VP system plays the Routing box greeting.  Once the greeting ends, the call
immediately routes to the box specified in one of the digit destination fields, in numerical
order.  On non-NT-based VP systems, the first call to the Routing box goes to the box
specified in the field DESTINATION FOR DIGIT 1.  The second call goes to the box
specified in the field DESTINATION FOR DIGIT 2, etc.  When the VP system reaches digit 0
(or encounters a digit for which no box is specified), it repeats the cycle starting with
digit 1.Call NumberBox to Which Call Will Be RoutedFirst call to this boxBox specified in DESTINATION FOR DIGIT 1 fieldSecond call to this boxBox specified in DESTINATION FOR DIGIT 2 fieldThird call to this boxBox specified in DESTINATION FOR DIGIT 3 fieldFourth call to this boxBox specified in DESTINATION FOR DIGIT 4 fieldFifth call to this boxBox specified in DESTINATION FOR DIGIT 5 fieldetc.etc.If the caller dials any digit while the Routing box greeting is playing, the VP system stops
the greeting and routes the call based on call number (not based on the digit dialed).
DATABASE LOOKUP
The VP system has the ability to accept up to 20 digits from the caller and use these to
look up a database entry.  The system converts these digits to a box number, based on the
contents of the database.  The VP system then routes the call to that box.  For information
on routing calls based on database lookup, contact the VP system installation technician.
DAY/NIGHT SERVICE
The VP system plays the Routing box greeting.  Once the greeting ends, the call
immediately routes to the box specified in one of the digit destination fields, based on the
VP system’s current service mode.  On non-NT-based VP systems, if the VP system is in 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-60Day Service mode, the call routes to the box associated with DESTINATION FOR DIGIT 1.
During Night Service mode, the call routes to the box associated with DESTINATION FOR
DIGIT 2, etc., as shown in the table below.Service ModeBox to Which Call is RoutedDAY SERVICEBox specified in DESTINATION FOR DIGIT 1 fieldNIGHT SERVICEBox specified in DESTINATION FOR DIGIT 2 fieldLUNCH SERVICEBox specified in DESTINATION FOR DIGIT 3 fieldHOLIDAY SERVICEBox specified in DESTINATION FOR DIGIT 4 fieldIf the caller dials any digit while the Routing box greeting is playing, the VP system stops
the greeting and routes the call based on the service mode (not based on the digit dialed).
     VP:Destination for Digit fields
NTVP:Destination for Digit fields
While the VP system is playing the Routing box greeting, the caller can press a key at any
time to make a selection.  When the caller presses a key, the VP system immediately stops
playing the greeting and consults these fields to see where the call is to be routed.
Traditionally, the VP system uses the # key to allow mailbox owners to access the voice mail
gateway (box 9992).  Therefore, it is strongly recommended you program DESTINATION FOR
DIGIT # as 9992 in every Routing box so mailbox owners can access the gateway at any time.
Though you can program any other digit as the voice mail gateway, all user documentation is
written based on you using the # key.
1.4.8 Adjusting Subscriber Access to Features through VP
System Screens
Each mailbox on the system is assigned a class of service.  The class of service assigned to
the box dictates which VP system features the mailbox owner has access to and how he/she
can use those features.  To control a subscriber’s (or a group of subscribers’) access to certain
system features, you modify the class of service assigned to the mailbox.  (Note that the class
of service modifications you make affect all mailboxes assigned that class of service.) 
						

							SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 11-61There are 8 classes of services (0 through 7) that can be set up then applied to mailboxes on
the VP system.  Two of them are pre-configured on the system.  Class of service 0 is assigned
by default to the prototype mailbox 9994, which serves as a template for every mailbox that
you create on the system.  Class of service 7 is assigned supervisor mailbox privileges by
default.
You can view and change the class of service number assigned to a mailbox by accessing the
MAILBOX SETUP screen for the mailbox.  Refer to information provided earlier in this section
for procedures on modifying a mailbox.
To modify the classes of service set up on the system through the DOS-based VP
system screen interface:
1. From the Main menu, select SYSTEM INFORMATION.  The Box Information menu
displays.
2. Highlight CLASS OF SERVICE from the menu then press .   The CLASS OF SERVICE
screen displays.
3. Make changes to the CLASS OF SERVICE screen to modify classes of service you assign to
mailboxes. For information on modifying fields on this screen, consult the information
provided below and the program’s online help file (accessible by pressing ).  When
you have made necessary modifications, press  to save the changes.
To modify the classes of service set up on the system through the NT-based VP
system screen interface:
1. From the Main screen, access the SYSTEM pull-down menu.
2. Select  CLASS OF SERVICE from the menu.  The CLASS OF SERVICE screen displays.
3. Make changes to the CLASS OF SERVICE screen to modify classes of service you assign to
mailboxes. For information on modifying fields on this screen, consult the information
provided below and the program’s online help file (accessible by pressing ).  When
you have made necessary modifications, select the Save button to save the changes.
Working with the Class of Service Screen
Note:See section 1.4.9 for screen illustrations.