NEC EliteMail Vms/Elitemail Limited Job Specifications Manual
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2 - 48Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited Should Outside Callers Mark Messages Urgent? Select how the system marks the priority of messages left in the Public Interview Box. Select Yes to automatically mark all messages from outside callers urgent. Select No to leave messages from outside callers unmarked. Select Ask if you want the system to ask outside callers if the message should be marked urgent. Action after last question Decide what action you want the voice mail system to take after asking the questions. The most common choices are Say Good-bye or Hang up. The possible actions are as follows: Transfer to operator Transfer the caller to the operator. Say Good-bye The system says, “If you need further assistance, press the pound key now. Thank you and good-bye” and hangs up. Hang up The system hangs up, without saying good-bye. Go to another ID The system routes the caller to another System ID. If you choose this option, enter the System ID. Restart the call Return the caller to the opening greeting.
EliteMail VMS/EliteMail Limited Issue 1
Job Specifications Manual2 - 49
Table 2-13 Sample Worksheet 13 – The Public Interview Box
Worksheet
13The Public Interview Box
Page 1 of 3
The Public Interview Box is a special interview box owned by the system. When no operator is on duty, it can
collect messages from callers who don’t know where to send their message. The messages are delivered to
all subscribers with public message access. There is only one Public Interview Box and it cannot be removed
from the system. If you are not using the Public Interview Box, skip this worksheet.
Write in the questions to be asked the caller and the maximum time allowed for the caller answer.
System ID for Public Interview Box
$PM
Other
QuestionMax. Response
(in seconds)
1. Who is calling, please? 6
2. Who are you trying to reach? 6
3. What is this in reference to? 9
4. At what number can you be reached? 9
5. What additional message would you like to leave? 45
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
Should outside callers be allowed to mark messages urgent?
Yes
No
Ask
Action after last question
Say Goodbye then hang up
Transfer call to operator
Restart the call at the opening greeting
Route the call to another subscriber or transaction box (use Go-to-ID ->)
Hang up (The system does not say anything after the last question.)
Transaction Directory, Public Interview
2 - 50Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited SECTION 14 W ORKSHEETS 14 & 15: M ENUS AND I NTERVIEWS MAPBy using transaction boxes, voice detect boxes, and interview boxes, you can set up the voice mail system to do more than transfer calls to subscriber telephones. You can offer menus to allow callers to select between departments, directories of services, or submenus. You can route callers to interview boxes, ask a series of questions, then route them to another transaction box. You can create practically unlimited special applications. For details, refer to the EliteMail VMS/EliteMail Limited Technician Guide. Use Worksheets 14 and 15 to plan and create special call routing applications using transaction boxes and interview boxes. Use Worksheet 14, to draw a picture of the overall flow and structure of the application transaction boxes and interview boxes. Then use Worksheet 15: Menus and Interviews List to write down the System IDs, names, and owners of all the transaction boxes, voice detect boxes, and interview boxes you need. Also indicate if the box routes callers to other System IDs, and if it uses one-key dialing. After you plan the overall scheme for your application, use copies of Worksheet 16 and Worksheet 17, to enter the specific requirements you have for each transaction box, voice detect box, or interview box. The following application example should give you a feel for how you could use transaction boxes for call routing.
EliteMail VMS/EliteMail Limited Issue 1 Job Specifications Manual2 - 51 Table 2-14 Sample Worksheet 14 – Menus and Interviews Map Worksheet 14Menus & Interviews Map Use this sheet to draw a map or diagram of any personnel directories, information menus, or special call routing you use in your application. You can then use the Menus & Interviews List worksheet to list the transaction boxes required for this part of your application. Thank you for calling FloppySoft. For Support, press 200. For Accounting, press 300. For product information, press 400. For Sales, press 500. Otherwise, please stay on the line and an operator will be right with you. 200 Technical Support Box 500 Sales Box 400 Product Information Box 300 Accounting Box If the caller presses To other boxes depending on selection To accountants extension 200300500400 To other boxes depending on selection To each sales person in turn
2 - 52Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited Example A Directory of Departments FloppySoft Corporation is used as an example name for a software company that plays this opening greeting for callers: “Thank you for calling FloppySoft. For Technical Support, press 200. For Accounting, press 300. For product information, press 400. For Sales, press 500. Otherwise, please stay on the line and an operator will be right with you.” Each selection in this menu corresponds to a System ID for a transaction box. In this example, the Technical Support transaction box with System ID 200 routes calls for a specific FloppySoft product, depending on the selection the caller makes. Refer to Figure 2-1 FloppySoft Menus and Interviews Map.. Figure 2-1 FloppySoft Menus and Interviews Map Thank you for calling FloppySoft. For Support, press 200. For Accounting, press 300. For product information, press 400. For Sales, press 500. Otherwise, please stay on the line and an operator will be right with you. 200 Technical Support Box 500 Sales Box 400 Product Information Box 300 Accounting Box If the caller presses To other boxes depending on selection To accountants extension 200300500400 To other boxes depending on selection To each sales person in turn
EliteMail VMS/EliteMail Limited Issue 1
Job Specifications Manual2 - 53
Table 2-15 Sample Worksheet 15 – Menus and Interviews Map
Worksheet
15Menus & Interviews List
Page 1 of 4
List here the transaction boxes or interview boxes you need to complete the application features designed in the previous
worksheet. Make as many copies of this worksheet as you need. For each box listed here, you should also complete an indi-
vidual
Transaction Box or Interview Box worksheet.
System ID
200 Name Technical support Box
Owner Jonathan Winter
Transfer?
Yes, to Ext. # ____
NoGreeting
None
Press 1 for network, 2 for
database, or 3 for
Spreadsheet (pause).
Use One-Key DialingAction after Greeting
Say - bye
System ID
300 Name
Accounting
Owner Lisa Smith
Transfer?
Yes, to Ext. # 213
NoGreeting
None
I’m sorry, our accountant is
not available. Please leave
a message.
Use One-Key DialingAction after Greeting
Take a message
System ID
400 Name
Product Information Box
Owner Jonathan Winter
Transfer?
Yes, to Ext. # ____
NoGreeting
None
For network, press 1. For
database, press 2. For
Spreadsheet, press 3.
Use One-Key DialingAction after Greeting
Say-bye
System ID 500
Name
Sales Box
Owner Bob Thompson
Transfer?
Yes, to Ext. # 212
NoGreeting
None
Thank you! I’ll transfer you
to the next available repre-
sentative.
Use One-Key DialingAction after Greeting
Go to 501
Transaction Directory
2 - 54Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited SECTION 15 W ORKSHEET 15: M ENUS AND I NTERVIEWS LISTEach Technical Support department transaction box routes calls to a hunt group. If technicians are unavailable, the voice mail system takes a message. Refer to Figure 2-2 FloppySoft Technical Support Menu Boxes. Figure 2-2 FloppySoft Technical Support Menu Boxes Press 1 for NetWork, 2 for DataBase, or 3 for SpreadSheet (pause). 200 Technical Support Transfer none One key dialing: 1> 201 2> 202 3> 203Say-bye GreetingAction Im sorry, all our technicians are answering other calls. Please hold and Ill connect you to an operator. 201 NetWork Support Transfer Ext. 125 Go to 0Greeting Action Im sorry, all our technicians are answering other calls. Please hold and Ill connect you to an operator. 202 DataBase Support Transfer Ext. 138 Go to 0Greeting Action Im sorry, all our technicians are answering other calls. Please hold and Ill connect you to an operator. 203 SpreadSheet Support Transfer Ext. 126 Go to 0Greeting Action
EliteMail VMS/EliteMail Limited Issue 1 Job Specifications Manual2 - 55 The System ID 300 transaction box rings the company accountant. If the accountant does not answer, the voice mail system takes a message. Refer to Figure 2-3 FloppySoft Accounting Transaction Box. System ID 400 is a transaction box linked to a series of transaction boxes in much the same way that the Technical Support department transaction boxes are linked together. Refer to Figure 2-4 FloppySoft Product information and Ordering Menu Boxes. The difference is that while the Technical Support department uses transaction boxes to route calls to the hunt groups, the product information line uses transaction boxes to provide information on each of its products. Figure 2-3 FloppySoft Accounting Transaction Box Im sorry, our accountant is unavailable. Please leave a message. 300 Accounting Transfer Ext. 213 Take-msgGreetingAction
2 - 56Fill in the Worksheets Issue 1 EliteMail VMS/EliteMail Limited Figure 2-4 FloppySoft Product information and Ordering Menu Boxes Press 1 for NetWork, 2 for DataBase, or 3 for SpreadSheet (pause). 400 Product Information Transfer none One key dialing: 1> 401 2> 402 3> 403Say-bye GreetingAction Voted Product of the Year by Network Today magazine, FloppySoft Network Management is the perfect tool for any office using personal computers.To order NetWork, press 1. 401 NetWork Information Transfer none Go to 400Greeting Action FloppySoft DataBase is a full-featured, robust database program. To order FloppySoft DataBase, press 1. 402 DataBase Information Transfer noneGreeting Action One key dialing: 1> 404 One key dialing: 1> 404 FloppySofts SpreadSheet is an arithmetically dynamic spreadsheet. To order SpreadSheet, press 1. 403 SpreadSheet Information Transfer none Go to 400Greeting Action One key dialing: 1> 404 404 Order Interview Box What product would you like to order? Question 1: What is your telephone number? Question 2: What is your shipping address? Question 3: To what purchase order number should this be billed? Question 4: Go to 400
EliteMail VMS/EliteMail Limited Issue 1 Job Specifications Manual2 - 57 System ID 500 is a transaction box that is linked to several other transaction boxes. Refer to Figure 2-5 FloppySoft Sales Hunt Group Boxes. Each box routes calls to a specific sales representative. Incoming callers who do not dial the number of a specific representative are routed to the first transaction box in the chain. The first box attempts to route the caller to a sales representative. If the sales representative is not available, the voice mail system routes the caller to the next transaction box in the chain, that repeats the attempt.