NEC EliteMail Vms/Elitemail Limited Technician Guide

							Reference11  -  1
Opening Greeting
 		
The opening greeting is the system greeting for outside callers. Like other
parts of the system conversation, the opening greeting has phrases and
prompts. Here is a sample opening greeting:
“Hello, EliteMail Messaging System. If you are calling from a touchtone
telephone, you may enter the extension anytime. If you don’t know the
extension, press 411 for a directory. Otherwise, please stay on the line and an
operator will be right with you.”
Because this greeting is often the first contact people have with your
organization, you may want to customize the opening greeting to announce
your organization name and greet callers in the official voice.
SECTION 1 
T
HE OPENING 
G
REETING 
P
ROMPTSUnlike other parts of the system conversation, the prompts used in the
opening greeting phrases are not
 used in any other system phrase. You can
record these prompts again without affecting any other phrases in the system.
These special, unique prompts are stored in the Day/Nite voice fields in the
$Greeting transaction directory. 
In most applications, the voice mail system answers every incoming call the
same way, regardless of which port the call comes in on. Refer to Figure 11-1
Opening Greeting Prompts.  
   
Figure 11-1  Opening Greeting Prompts

















 		






 	    




  	 	  	  	  	  
           
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							11 - 2Opening Greeting Issue 3 EliteMail VMS/EliteMail Limited
Each column on this screen represents one port. Line 11, the Opening
Greeting Box ID is the message box that contains the Day/Night opening
greeting.
The bottom half of the screen shows the port-specific options set.
Display Additional Ports
Only Ports 1~4 are displayed on the screen. If the system has more than 4
ports, press 	
-
 to view the settings of the next 4 ports. 
SECTION 2 
U
SE THE VOICE 
D
ETECT FEATURE Use the voice detect feature to handle callers who can’t enter touchtones.
These callers are routed to a voice detect transaction box that allows them
to respond to prompts by saying Yes or remaining silent. Using voice
detect changes the opening greeting structure. For details, refer to
Chapter 25 Voice Detect.
SECTION 3 
R
OUTE OUTSIDE 
C
ALLS TO SPECIFIC 
M
ESSAGE BOXA specific trunk or group of trunks may be answered by separate message
boxes. This is especially useful when the voice mail system is being
shared by multiple companies. For example: One company uses trunks
1~4; another company uses trunks 5~8. Each company uses separate
message boxes for their opening greeting. For more information, refer to
TRUNK MAPPING
 in Appendix F Integration Option Codes. 
SECTION 4 
THE AVPRMPT FILEEach time the system is turned on or restarted, it reads a special
configuration file that keeps track of the system prompts and controls
whether the system looks for prompts individually on the hard disk or in the
Quick Play file. 
This file, called AVPRMPT, has a different file extension and subdirectory
location for each language the system uses. 
Refer to the table below to find out the extension and subdirectory for the
AVPRMPT file used by the system.


The PROMPT subdirectory is stored in the directory with voice mail software
(
e.g., C:\VMAIL\PROMPT\US\AVPRMPT.US). If the system uses a
language other than those listed in the table, the language subdirectory
uses a different 2-letter name. 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 11 - 3
Figure 11-2   AVPRMPT Subdirectory Location and Filename
Each AVPRMPT file has sections that list the prompts in each prompt set.
Each section contains a command (
QP=) that defines which prompts in the
prompt set should be used for Quick Play. Figure 11-3 Sample Part of
AVPRMPT File shows a few lines from an AVPRMPT file.
Figure 11-3   Sample Part of AVPRMPT File
Each time the system is restarted, it reads the AVPRMPT file for each
language, and copies each Quick Play prompt into another file called
QP.IDX (Quick Play index). Then, instead of searching through the hard
disk each time it needs to play a Quick Play prompt, the system plays it
directly from the QP.IDX file. This significantly speeds the flow of the
conversation.


Only prompts recorded as 
Day for
 All Ports are listed in the AVPRMPT file
and may be indexed as Quick Play prompts.
Each prompt in the set is listed by number, followed by a brief description.
The first prompt shows Monday with a trailing emphasis. The description
following the prompt number displays on the Voice Prompt Editor Screen,
in the Description column. Each description is limited to 255 characters.


If you edit the description of a prompt in the AVPRMPT file, you change the
description displayed on the Voice Prompt Editor Screen. If you change the
description on the Voice Prompt Editor Screen, you also change the text in
the AVPRMPT file. Changing the description does 
not affect the recording.
LANGUAGEPROMPT SUBDIRECTORY AND 
FILENAME
Australian English PROMPT\AU\AVPRMPT.AU
United Kingdom English PROMPT\UK\AVPRMPT.UK
United States English PROMPT\US\AVPRMPT.US
[DT]
SetName=DT-Date & Time
QP=20-34
PromptMax=42
1=Monday (trailing)
2=Tuesday (trailing)
3=Wednesday (trailing)      
4=Thursday (trailing)       
5=Friday (trailing)      
6=Saturday (trailing)       
7=Sunday (trailing)       
						

							11 - 4Opening Greeting Issue 3 EliteMail VMS/EliteMail Limited
Change the Prompts Used for Quick Play
You can edit the QP= command in the AVPRMPT file to change which
prompts are used in Quick Play, or use one of these 3 AVPRMPT files
shipped with the system:
AVPRMPT.ENV
Includes the prompts used most often by most systems. Includes
prompts for date and time stamps, sending and retrieving messages,
reviewing old messages, and many prompts used for setup options.
This is the AVPRMPT file used by most systems.
AVPRMPT.2M
Includes all of the prompts in AVPRMPT.ENV, plus several more
commonly-used prompts, to create approximately a 2MB QP.IDX file. 
AVPRMPT.ALL
Includes all of the prompts on the system, including those installed
with any feature packages. You must have enough storage space on
the hard disk to use all the system prompts in Quick Play.
These 3 files have the Quick Play commands for each prompt set already
defined. All you have to do to use one of these files is copy it to the system
AVPRMPT file location (
e.g., C:\VMAIL\PROMPT\US\AVPRMPT.US).
 
Use AVPRMPT file Shipped with the System
1. At the Banner Screen, press  then press  to exit the system. 
Enter a System Manager ID, and press 	
.
2. Change to the subdirectory containing system prompts (
e.g., enter 
CD PROMPT\US, and press 	
).
3. Use the DOS COPY command to copy one of the AVPRMPT files 
shipped with the system to the AVPRMPT file used by your system. 
(
e.g., enter COPY AVPRMPT.2M AVPRMPT.US, and press 
	
). 
4. Press 	
-/
	-

 to restart the system.
Exiting to DOS disconnects all calls in progress. 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 11 - 5
Use Your Own List of Prompts in Quick Play
You can also use your own list of prompts in Quick Play. To do this, you
change the prompts defined for Quick Play on the 
QP= lines in the
AVPRMPT file. If you do this, choose only the prompts the system uses
most often, or the prompts that are combined with other prompts, such as:
“Recorded... at   am/pm.” “For no reply, press 2,
otherwise I’ll record your message now.”
 
1. Exit the voice mail software. To exit the software, at the voice mail 
system Banner Screen, press  then press . Enter a System 
Manager ID, and press  	
.
2. Make a backup copy of the AVPRMPT file. For example, change to 
the prompt subdirectory, then enter COPY AVPRMPT.US 
AVPRMPT.OLD, and press 	
. (This makes it easier to restore 
the original AVPRMPT file later if needed.)
3. Using a text editor, edit the AVPRMPT file.
4. Search for the correct prompt set, using the set 2-letter code. (
e.g., 
search for HD to find the call holding prompt set).
5. Find the line beginning with 
QP= (look below SetName).
6. Change the 
QP= line to one of the following:
7. Repeat step 4 for every prompt set with prompts you want in Quick 
Play. When you finish editing, save the AVPRMPT file.
8. Press 	
-/
	-

 to restart the system. QP=ALLUse all the prompts in the prompt set in Quick Play.
QP=NONEDo not use any prompts in the prompt set in Quick Play.
QP=
nUse prompt numbers listed. List prompts individually,
separated by comma (
e.g., QP=1,4,26,43), or use hyphen
for range of numbers (
e.g., 
QP=12-33). You can also use
a combination (
e.g., QP=1,3,5-7,10). To find out a prompt
number, scroll through the list under the prompt set.
Exiting to DOS disconnects all calls in progress 
						

							11 - 6Opening Greeting Issue 3 EliteMail VMS/EliteMail Limited
Figure 11-4 Sample Music-on-Hold Prompts Used in Quick Play shows
how to change the AVPRMPT file so that the music-on-hold prompts
(holding prompts 23-32) are used in Quick Play.
Turn Off Quick Play
You can turn off the Quick Play feature by setting
 
QP=NONE for every
prompt set listed in the AVPRMPT file. 
When you turn off the Quick Play feature, the system does not create the
QP.IDX file when you turn on or restart the system. Instead of using the
QP.IDX file to play prompts, the system searches the hard disk for each
individual prompt as needed.
Figure 11-4  Sample Music-on-Hold Prompts Used in Quick Play
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							EliteMail VMS/EliteMail LimitedIssue 3
Reference 11 - 7
 
1. Exit the voice mail software. To exit the software, at the voice mail 
system Banner Screen, press  then press . Enter a System 
Manager ID, and press 	
.
2. Make a backup copy of the AVPRMPT file. (This makes it easier to 
restore the original AVPRMPT file later if necessary.) For example, 
change to the prompt subdirectory, then enter:
3.COPY AVPRMPT.US AVPRMPT.OLD, and press 	
 
4. Using a text editor, edit the AVPRMPT file as follows:
5. Search for every occurrence of QP=.
6. Change the QP=line to QP=NONE.
7. Save the AVPRMPT file and exit the text editor. 
8. Press 	
-/
	-

 to restart the system.
Also Refer To:
Chapter 3 Directory Assistance
Chapter 4 Faxes and the Public Fax Box
Chapter 12 Operator Box
Chapter 13 Port Applications
Chapter 14 Public Interview Box and Public Messages
Chapter 15 Recording Voice Fields
Chapter 17 Schedules
Chapter 24 Transaction Boxes
Chapter 25 Voice Detect
Exiting to DOS disconnects all calls in progress. 
						

							Reference12 - 1
Operator Box
 	

An automated attendant cannot completely replace a human operator. The
voice mail system provides a special Application Screen, called the Operator
Box, for handling calls that go to the operator. 
Use the Operator Box to define the operator extension, call transfer settings,
greetings, and actions the system should take when the operator is
unavailable. Decide how the system handles callers after hours. Create
multiple operators, by setting up a new transaction box for each operator.
This topic describes how to set up the Operator Box. Refer to Figure 12-1
Operator Box on Application Screen Page 3. With a few differences, the
Operator Box is a transaction box for the operator. Most of the Operator Box
features are described in detail in Chapter 24 Transaction Boxes.
Figure 12-1    Operator Box on Application Screen Page 3
SECTION 1 
T
HE OPERATOR 
S
YSTEM IDThe default System ID for the Operator Box is zero, but you can change it. The
Operator Box System ID may or may not be the same as the operator actual
telephone extension. The operator actual telephone extension number is
entered in the Transfer
 section fields: Day? Yes® and Nite? Yes®.

















		 	

	




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							12 - 2Operator Box Issue 3 EliteMail VMS/EliteMail Limited
If the caller does not press any touchtones while listening to the opening
greeting, the system automatically takes the action set in the action field of
the $Greeting transaction directory.
If the caller presses the Operator Box System ID (typically zero) while
listening to the opening greeting, or anytime the system is listening for an
ID, the system connects the caller to the operator.
The operator can also be accessed from an opening greeting box,
transaction box, voice detect box, or interview box by setting the box
Action field to GotoID® and including the Operator Box System ID.
Assign the Operator Mailbox to an Extension
You can use the telephone to assign the operator mailbox to any
extension.
1. Call the system and sign in with your Personal ID and security code.
2. Press 0 to skip to the System Manager conversation.
3. Press  to skip to the operator mailbox options.
SECTION 2 
T
RANSFER, 
GREETING,
 
A
CTIONAfter a caller has accessed the Operator Box, the box takes control of the
call along the same Transfer®Greeting®Action sequence. This structure,
fully documented in Transaction Boxes and summarized here, shows the
screen where you set up this structure.
Transfer
For daytime business hours, set daytime transfer to Yes and enter the
operator actual telephone extension number after the arrow. The system
then attempts to connect a caller directly to the operator. For nighttime
hours, set nighttime transfer to No and record a Night greeting explaining
that the caller has reached your office after normal business hours. 
The following call transfer options apply only if call transfer is Ye s:
Release
This is the best call transfer type to use for transferring calls to the
operator. Calls arrive at the operator console as direct trunk calls. 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 12 - 3
Await Answer
Await-Ans is used when the operator does not answer calls. If the
operator does not answer a call routed through the voice mail system
after the designated number of rings, the voice mail system plays the
Operator Box greeting and performs the designated action. Set the
number of rings the system should wait to 7 or 8 rings.
Wait for Ringback 
For Wait-Ring, the voice mail system puts the caller on hold and dials
the operator extension. If the extension rings the number of times
specified in the Rings field, the voice mail system releases the call to
the NEC telephone system.
If the operator extension answers while the voice mail system is
counting rings, the voice mail system puts the call through. If the
extension is busy, the voice mail system plays the Operator Box
greeting and takes the specified action. 
Call Transfer Fields
You can control how calls are transferred to the operator with this field. For
details refer to Chapter 2 Section 2 Call Transfer on page 2-11 and
Section 3 Screen Calls on page 2-16. 
Although you can use any call transfer option for the Operator Box, to
speed call transfers to the operator, you should not use the Confirm,
Introduce, Message Screen, or Screen options. 
The options are:
A Announce
C Confirm
D Dialtone detection
I Introduce
M Message screen
S Screen
For details, refer to Appendix C Call Transfer Options.
Greeting
The Operator Box greetings are stored in the Greeting section of the
screen. If a transfer to the operator telephone extension is not successful,
the system plays the active greeting, and then takes the specified action. 
The Operator Box greetings can  be recorded only by the System Manager
at the console. They cannot be recorded by telephone.