Mitel Voice Processing Solutions Instructions Manual

							1MESA Forms Manuai 
Over&w ....................................................................................... l-l 
Inside a MESA Forms Application ................................................ l-2 
MESA Forms Call Flow.. .............................................................. I-3 
Playback and Transcription.. ......................................................... 14 
Tree Mailboxes and MESA Forms ................................................ 14 
MESA Forms FCOS Configuration .............................................. 
l-5 
LMESA Forms FCOS Bits ........................................................... 1-j 
MESA Forms D&auk FCOSs.. .................................................. l-6 
MESA Forms Lirnkations ............................................................. l-6 
Task List 
General Procedures 
Detailed Procedures 
. . . 
III  
						

							-MESA Forms is an optional voice forms feature for VoiceMemo systems that allows 
callers to leave messages in a way that simulates written information on paper forms. 
Applications in&de: 
e 
Order enuy 
* Questionnaires 
e 
Routine requests for information 
* 
Overflow for busy ACD (Automatic Call Distributor) groups 
Callers accessing a MESA Forms application automaticaIly move through a series of 
prerecorded questions. The system waits for the caller to record an answer before 
moving on to the next question. System users can then log into a singIe mailbox and 
listen to the sequence of answers. 
A sample MESA Forms session for ordering forms might go as follows: 
LMESA Form: 
CaJ.ler: 
MESA Form: 
Caller: 
MESA Form: 
Caller: 
MESA Form: 
Caller: 
MESA Form: 
You have reached tbe cily govermnent form.5 se7vices Piease answer 
the 
folowing quest&s w have fo7ms maiied to you: 
P~~e~tet~e~~eQrtbey~eof~~. - 
I need an application for a small business license. 
(After each response the caller can press X or wait for the system 
to go on to the next prompt.) 
Heasestateyou7j2inanzeand~ellyourkzstnameafie7tbetone~ 
Eric Meissner. M-E-I-S-S-N-E-R. 
Phzse state your maiiing aa%ess, inchding zip code, afir tbe tone. 
4210 Monterey Road, San Francisco, California, 91010 
Phase state a phone nun&- where you can be reached during 
business bows. hzcb!e tbe area co&. 
kea code 415, 555-1234 
You will receive your fom in tbe mail witbin a week. Tbank you 
$7 calling. Good-be.  
						

							MESA Forms Manual 
A TicaI MESA F orms 
application uses &ree types of VoiceMemo mailboxes: 
* A Rotational mailbox rhar plays an 
initial greering and roures the call to 
one of several remplate mailboxes 
0 Template mailboxes wirh disrribution iis= &a1 conrain Greet-kg Only 
mailboxes and thar collect the recorded answers to the questions 
* Greering Only mailboxes &at comain the “questions” &a1 callers hear 
The sample MESA Form on the previous page would have a srrucrure similar KO thar 
shown in Figure 1. 
T Mailbox 200 (Template) y 
- No Greeting - 
(This mailbox will hoid the responses 
to the questions.) 
Distribution List 01 containing: 
mailbox 20 I, mailbox 202, 
< mailbox 203, mailbox 204 1 
x PIeme state the name or the type ofform. 
Please state your mailing adress, 
Mailbox 204 (Greeting Only) 
Please state a phone number where you 
can be reached during business hours. 
 Inchuie the area coak / 
ailbox Configuration 
l-2  
						

							L&E-SA Forms ~Manua.l 
Note that Figure 1-l is simplified to show only a single Template mailbox. In actual 
operation, a MESA Forms application needs enough Template mailboxes to hold all 
caller responses (see ulMESA Forms Limitations,” below). 
Distribution list 
01 in the Rotational mailbox must contain all of the Template 
mailboxes. The first Template mailbox must have a distribution list 01 that contains 
the Greeting Only mailboxes for the iMESA Form. The Rotational mailbox will pass 
control of each call to the first Template mailbox until that mailbox is full- It then 
passes calls to th.e second template.mailbox, and so forth. Figure l-2 shows this 
aspect of the sample MESA Forms application. 
f 
Mailbox 100 (Rotational; 
Distribution List 0 I : 
mailbox 200 
mailbox 300 
L mailbox 400 
Call 19-35 
7 
lailbox 200 (Template) 
Distribution List 01: 
mailbox 20 1 
mailbox 202 
mailbox 205 
mailbox 204 Note: Template mailbox 200 is fkil asker 
18 
calls. See “MESA Forms Limitations.” 
i&e l-2 Multiple Tern 
The numbered steps below illustrate the sequence and interaction of the maiiboxes in 
a MESA Forms call. 
1. A caller dials a DID number or an extension number that corresponds to 
the Rotational mailbox. 
2. The system plays the greeting recorded in the Rorational mailbox. 
3. The Rotational mailbox ttansf=s conuol of the call to one of the 
Template mailboxes. 
4. The system plays the greeting in the first Greeting Only mailbox defined 
in distribution lisr 01 of the first Temulate maiibox. 
l-3  
						

							The system records the caller’s response. 
The system repeats steps 4 and 5 for each Greeting Only mailbox in 
distribution list 
01 of the first TempIate mailbox- 
After recording the last caller response, the system plays a standard good- 
bye message or presents the caller with further options, depending on the 
FCOS settings of the Template mailbox. 
AC the end of the call,. the system deposits all of the responses into the 
Template mailbox as a single message. 
~&E.SA Forms ~hhxx.xai 
5. 
6. 
7. 
8. 
The Rotational mailbox serves as a single point of entry for retrieving all caller 
responses stored in any of the Tempiare mailboxes. A transcriber can listen to caller 
responses by logging in to the MESA Forms Rotational mailbox, which retrieves the 
stored responses from &f the Tempiate mailboxes in its distribution list 0 1. 
After login, the system prompts the transcriber to select either Unplayed or Saved 
messages. The number of messages reflects the number of callers that responded to 
any of the questions- When playing back the messages, the system separates 
responses to each question with a “bloop” sound. Transcribers can save and replay 
the messages, and can pause, skip forward, and skip backward during playback. 
The system plays back responses in chronological order- Thus, it pIays back all 
responses stored in the first Template mailbox be&ore playing the responses from 
other Template mailboxes. More than one person can call imo the Rotational 
mailbox’at the same time to transcribe mWFsages. 
MESA Forms is compatible with the autoplay fature (FCOS bit j2). With this 
feature enabled, a transcriber can listen to alI responses withour having to press the l? 
key on the telephone to advance through the messages. (Transcribers must still press 
K or D KO keep or discard the messages.) 
Note: To retrieve MESA Forms messages, a transcriber calls the 
Rotational mailbox, not the template mailboxes. 
re xes 
Tree mailboxes allow callers to press telephone keys to choose from several options, 
and can be used either b&ore or after a MESA Forms application. 
When a Tree mailbox precedes a LMESA Forms Rotational mailbox9 callers can select 
akernatives 
KO fi&ng out the MESA Form, such as transferring KO a he arrendanx or 
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							MESA Forms Manual 
leaving a message in another mailbox. By setting the Rotational mailbox as the first 
mailbox in distribution list 0 1 and including feature bit 
120 (Default to First Child 
of Tree Mailbox) in the Tree mailbox FCOS, callers with rotary dial phones are 
automatically transferred to the MESA Form where they are prompted with the first 
question. 
If the last mailbox in distribution list 01 of a MESA Forms Template mailbox is a 
Tree mailbox, callers can select additional options after completing a MESA Form. 
(The Template mailbox must contains FCOS bit 
139.) The Template mailbox plays 
the greeting of th e 
T ree mailbox, then allows callers to select from the choices listed 
in the greeting. This way callers can return to a Uhigher menu” or hold/transfer for 
live assistance. Again, if the FCOS for the Tree mailbox contains bit 120, callers 
with rotary phones can be automatically transferred to a specific exrension or 
mailbox. 
The VoiceMemo software includes a predefmed FCOS for use with -MESA Forms, 
and predefined FCOSs for Rotational and Tree mailboxes. There are also several 
individual FCOS bits that allow some flexibili~ in conf&ring MESA Forms. 
Fcmns 
The FCOS bits that are useful in -MESA Forms applications are: 
135 D&es template mailbox 
A mailbox with this feature plays the greetings stored in its child 
mailboxes, sequentially, and records a response after each greeting- 
136 Don’t say “End of M 
When set to On for a Template mailbox, the system does not say UEnd 
of message” after each message is played or recorded. 
138 Don’t say “Message complete” 
When set to On for a Template mailbox, the system does not say 
“Recording complete” after each message is recorded. 
139 Template assume last greet mailbox FCOS 
When set 
KO On for a Template mailbox, the Template mailbox assumes 
the FCOS values of the last mailbox in distribution list 01 after playing 
the greeting, and call fl ow is altered accordingly. For example, if the last 
mailbox is a tree or chain mailbox, the caller can continue to interact 
with the system after completing the MESA Form. 
When bit 
139 is set to Off for a Template mailbox, callers always hear, 
“Thank 
you for callin g, good-bye,” aker completing the MESA Form. 
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							&MESA Forms Manual 
149 J-..og into template through rotational mailbox - 
When set to On for a Rotational mailbox, a transcriber can call into the 
Rotational mailbox and automaticaily pick up the masages from all 
Template (child) mailboxes. 
ESA Forms Defauif FCOSs 
Default FCOS 16 contains all of the feature bits necessary for a Template maiIbox. 
Optionally, you can add bit 139 to allow callers to access other options after 
completing a MESA Form. 
Default FCOS 17 is predefined for a standard Rotational mailbox. Add fature bit 
149 for Rotational mailboxes that are used in MESA Forms. 
Default FCOS 06 contains all of the feature bits necessary for the Greeting Only 
mailboxes that play the questions to MESA Forms callers. 
Default FCOS 1.5 is predefmed to support Tree mailboxes. As an option, you can 
add feature bit 120 so that callers with rotary phones are automatically moved to the 
first Template (child) mailbox. 
A 
MESA Forms application can generate a lot of responses from callers, and these 
responses must be transcribed and taken off of the AN system or they will fill up the 
available voice storage. The MESA Forms application has some built-in limits to 
reduce the chances of this happening. . . - 
e f 
. 
. 
1-G Each MESA Forms application can have a maximum of 190 TempIate 
mailboxes. -.b 
There can be no more than 73 questions (Greeting Only mailboxes) in 
distribution list 01 of the first Template mailbox. The other Tempiate 
mailboxes in the MESA Form do not need a copy of the distribution list; 
the system uses the distribution list in the first TempIate mailbox. 
Each Tempiate mailbox can store a maximum of 73 responses Since 
most MESA Forms consist of several questions, each caller leaves several 
responses. If a MESA F orm has four questions, a single Template 
mailbox can store responses from 18 ca!lers (73+4= 
18+ 1). 
MESA Form Rotational mailboxes automaticaUy rotate on full. You 
cannot assign the Index or Period type of rotation.  
						

							MESA Forms ~kianual 
. 
The system deposits caller responses in the firsr Template mailbox until 
ir is full, th.en it roEares to the second Ternplace mailbox, and so on. Ir 
cycles &rough all of the Template mailboxes before again purring 
responses in &e first Template mailbox. 
If all Template mailboxes in a MESA Forms application are fLl1, callers hear, “I’m 
sorry, I cannot deliver your message now- Piease uy again later-” 
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