NEC EliteMail Vms/Elitemail Limited Technician Guide

							Reference25 - 1
Voice Detect
 

This feature allows callers to make choices or respond to prompts by saying
Yes or remaining silent. The system listens for spoken sound, not touchtones.
Outside callers can use the voice mail system by speaking, even if they do not
have touchtone telephones. 
You can use voice detect boxes to set up special call routing applications or
special audiotext applications. You can combine voice detect boxes with
interview boxes to collect information from callers.
You may also set up voice detect call holding. Callers can say Yes to
indicate they want to hold for a busy extension. Voice detect call holding is
available on voice detect boxes, transaction boxes, the Operator Box, and on
Personal Directory pages. You can also set voice detect call holding for new
subscribers on Application screen Page 5.
SECTION 1 
V
OICE DETECT 
B
OXESThe voice detect feature uses a special transaction box, called a voice detect
box, that is similar to a normal transaction box, except that callers make
selections by voice. Voice detect boxes are stored in the Transaction
Directory. Each system is shipped with one sample voice detect box (System
ID $VOICE) already added.
To view the sample voice detect box, sign in to the system.  Press 	
- to
view the Transaction Directory.  Press 
 repeatedly or use the Jump
command to display the sample voice detect box. Refer to Figure 25-1 Sample
Voice Detect Box.  
Figure 25-1   Sample Voice Detect Box















		
 










 	 
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							25 - 2Voice Detect Issue 3 EliteMail VMS/EliteMail Limited
Each box has a name, a unique System ID, and an owner. The owner
name is displayed in the Voice detect box of field in the upper-right
corner of the screen. The sample voice detect box recorded name is The
Voice Detect Box.
 The owner of the voice detect box receives messages
left in the box.


If a subscriber is deleted from the system, voice detect boxes owned by that
subscriber are also deleted.
The Schedule # field determines which system schedule the box follows
(1, 2, 3 or 4). Set the system schedules on Application screen Page 4. For
details, refer to Chapter 17 Schedules.
If you do not enter a schedule in the Schedule # field, the box follows the
schedule of the port that answered the call.
SECTION 2 
H
ANDLE CALLS WITH A 
V
OICE DETECT BOXA voice detect box handles incoming calls as follows:
1. If call transfer is on, the voice mail system first tries to transfer the call
to the telephone number or extension listed. 
2. If the call is not answered within a specified number of rings (or if call
transfer is off), the system plays the greeting for the box. During the
greeting, the system listens for touchtones. If the caller presses a
touchtone, the system takes the action set in the box Action field.
3. After playing the box greeting, the system plays a beep to let the
caller know when to speak. 
4. If the caller speaks, the system routes the caller to the System ID in
the Vo i c e® field. If the caller says nothing, the system routes the
caller to the System ID in the Silence® field.
Use these fields to control incoming calls to a voice detect box:
Transfer Day?/Nite?
Use these fields to turn call transfer on or off for Day Mode and Night
Mode. If either field is Yes, enter the telephone number or extension
the system should transfer calls to. The transfer number may be
different for Day and Night Modes.  
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 25 - 3
Call Transfer Type
This unlabeled field, below the Nite? field, sets the way the voice
mail system transfers calls to the NEC telephone system and can be:
Await-Ans (Await Answer), Release, or Wait-Ring (Wait for
Ringback). For details on the call transfer types, refer to Chapter 2
Section 2 Call Transfer on page 2-11 and Section 3 Screen Calls on
page 2-16. For details on call transfer options, refer to Appendix C
Call Transfer Options.
Holding?
In most cases
, if you allow outside callers to hold for a voice detect
box, you should set this field to 
Vo x. This lets callers say Yes to hold.
Greeting Day:/Nite:/Alt:
This section controls the voice detect box greetings. A voice detect
box can have three separate recorded greetings. The fields display
how many seconds each greeting lasts. If the voice detect box has a
spelled name or System ID that can be dialed by telephone, the
subscriber that owns the voice detect box can record all three
greetings and switch between the active Day or Night greeting and
the alternate greeting. The System Manager can also record any
voice detect box greeting at the console using a local connection.
The system automatically plays a beep after playing a voice detect
box greeting.
If you do not want the system to play a greeting, copy silence into the
voice detect box greeting fields. For steps, refer to Chapter 15
Recording Voice Fields.


The greeting does not have to be an actual greeting. It can be any
message. However, it should clearly explain caller choices.
The sample voice detect box ($VOICE) is shipped with this Day
greeting:
“If your telephone does not have a touchtone keypad, you may
continue by using your voice. To do this, you say Yes for yes, or
remain silent for no. To continue by using your voice, say Yes.
Otherwise, remain silent to go to the operator.” 
						

							25 - 4Voice Detect Issue 3 EliteMail VMS/EliteMail Limited
Action Day:/Nite:
In a voice detect application, the Action is taken only if the caller
presses a touchtone during the voice detect box greeting. If you
decide to set an Action for the voice detect box, the Actions you can
choose are:
GGo to system ID
HHangup
OTransfer to operator
RRestart
SSay good-bye
TTake a message
Refer to Appendix B Action Codes for complete descriptions of these
codes.
The fields in the Action section operate the same as those in
Transaction Boxes. For details, refer to Chapter 24 Transaction
Boxes.
Voice Selection
• Voice
Use this field to set how the system routes a caller who says
Ye s .  
• Silence
Use this field to set how the system routes a caller who remains
silent. 


You must put a valid System ID in the Voice and Silence fields
If you want the system to take an action after playing a voice detect
box greeting, add a transaction box set for the action. Put the
transaction box System ID in the 
Silence field. That way, the system
verifies that the caller is still on the line before the system takes an
action.

Avoid putting the operator System ID in the Silence field on a
voice detect box
It is best to route callers to another voice detect box that asks the
caller to say Yes when still on the line and wanting to speak to an
operator. 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 25 - 5
SECTION 3 
S
ET UP A VOICE 
D
ETECT APPLICATIONTo set up a voice detect application
1. Plan the voice detect application 
Decide how many voice detect boxes you need, and how callers are
routed to them. Each voice detect box offers two choices; the caller
can say Yes or remain silent. Decide whether or not you need
transaction boxes or interview boxes in the application. Make a
sketch to show how the boxes are related.
2. Add the boxes to the system 
Set up call transfer, record names and greetings, and choose how
the system should handle callers who do not answer Yes. Avoid
putting the operator System ID in any voice detect box Silence
 field.
Instead, set the Silence
 field to route callers to another transaction
box which routes callers to the operator, or provides another action.
3. Set up the opening greeting
Route callers to the voice detect box by setting the Action
 field to go
to the box System ID.
4. After you set up the complete voice detect application, test it 
Call the system and verify that the system handles the call correctly
both when you say Yes, and when you remain silent. Take each
possible path through the voice detect application to verify that the
prompts are clear, and that the system handles callers the way you
want it to. 
						

							25 - 6Voice Detect Issue 3 EliteMail VMS/EliteMail Limited
Example: Use Voice Detect for Operator Transfers
You can use the voice detect feature to verify that a caller is still on the line
before the caller reaches the Operator Box. With voice detect, the system
asks a caller to say Yes before the call is routed. To do this, add a special
voice detect box and delete the Otherwise prompt in the opening greeting.
You also add a special transaction box to set the system to hang up if the
caller is no longer on the line. Refer to Figure 25-2 Using Voice Detect
Before Routing Callers to the Operator Box.  
Figure 25-2   Using Voice Detect Before Routing Callers to the Operator Box
Opening Greeting: ($Greeting)
“Thank you for calling WYZ
  Corporation
 
System ID: $VOICE
Otherwise to speak to an operator, 
please say Yes after the beep, and
someone will be right with you.”

System ID: 0
Route to the Operator Box
Press touchtones to try an
extension number or
dial 411 for directory
assistance.
ACTION: $VOICE
System ID: $HANGUPSilence
Tr a ns f er : N o
Greeting: 1 sec. silence
Action:     Hangup If you are calling from a touchtone
telephone, enter the extension
anytime.  If you don’t know the 
number, dial 411 for a directory.
  
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 25 - 7
Use voice detect before routing callers to the Operator Box
1. Add a voice detect box and a transaction box to handle calls for the
operator
For details, refer to Chapter 24 Transaction Boxes.
For the voice detect box:
Record a name and greeting. Tell callers to say Yes to reach the
operator. The system automatically plays a beep after playing a
voice detect box greeting so callers know when to speak. For
example: “
Otherwise, to speak with an operator, please say Yes after
the beep and someone will be right with you...“
.
Set the Voice field to 0. Set the Silence field to the System ID for a
transaction box that hangs up if the caller remains silent. (For
example, $HANGUP.) 
For the transaction box:
Record a name. To keep the system from playing a default greeting,
copy the SILENCE prompt into the Day greeting field. Set the
Transfer? field to No, and set the Action field to Hangup. 
2. Set up the opening greeting
This is crucial for the application to work. Set the ACTION field in the
$Greetings Box to route the call to the voice detect box.
3. Test how the system routes callers to the Operator Box
Call the system and verify that calls are correctly handled when you
say Yes and when you remain silent. Verify that the prompts are
clear, and that the system routes callers to the Operator Box.
Figure 25-3   Sample Voice Detect Box for Routing Calls to Operator Box















		
 










 	 
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							25 - 8Voice Detect Issue 3 EliteMail VMS/EliteMail Limited
Figure 25-4 Sample Transaction Box Used in a Voice Detect Application
Figure 25-5   Sample Opening Greeting Routing to a Voice Detect Box















		
 










 	 
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							EliteMail VMS/EliteMail LimitedIssue 3
Reference 25 - 9
SECTION 4 
A
DD A VOICE DETECT 
B
OXThe System Manager adds voice detect boxes one at a time at the system
console. A range of voice detect boxes cannot be added.


When you add voice detect boxes, the system copies the values in the
Transfer and 
Action sections of the transaction box or voice detect box on
the screen. If an interview box is on screen instead, the voice detect box
uses the default values for new subscribers, as entered on Application
screen Page 5.
1. Sign in to the system, and press 	
- to view the Transaction
Directory.
2. Press 
 for the Add Menu.
3. Press    to highlight Voice Detect box,
 and press 	
.
4. Press  to add the box for the System Manager. 
5. Press  to add the box for a different subscriber. Enter the owner
last name and press 	
.  Press 	
 when the system
displays the name you want.
6. Enter the box System ID, and press  	
.
7. Enter the box name. The name may contain numbers or letters, but
may not be left blank.


The box name serves two functions:
• The first three characters (digits or letters) of the box name can
be used by the box owner to access the box and record the box
greetings over the telephone again. 
• Transaction boxes and voice detect boxes are sorted together
on the Transaction Directory Screen by box name or by System
ID. You may want to use a special naming convention for voice
detect boxes to keep them sorted together on-screen. For
example, you could start all voice detect box names with V or
VDetect, or reserve a range of System IDs for voice detect
boxes.
Record a Name for the Voice Detect Box
After adding a voice detect box, you should record a name for the
box. The system plays the box name to the subscriber that owns the
box when introducing messages left in the box and when changing
its greetings. If you do not record a name, the system reads the box
System ID in its place. 
						

							25 - 10Voice Detect Issue 3 EliteMail VMS/EliteMail Limited
Record a Greeting for the Voice Detect Box
You can record the greeting or announcement you want callers to
hear when they reach this voice detect box. When the standard
greeting is active, but not recorded, the system plays one of these
default standard greetings:
“ is not available right now.”
“ is on the telephone now.”
When the alternate greeting is active but not recorded, the system
plays the default alternate greeting:
“ is out today.”
To help callers know exactly when to speak, the system plays a beep
automatically after playing a voice detect box greeting.
SECTION 5 
D
ELETE A VOICE 
D
ETECT BOX OR ITS 
M
ESSAGESYou can delete a voice detect box, or just the box messages. 
Delete a voice detect box
1. Sign in to the system, and press 	
- to view the Transaction
Directory.
2. Press 
 repeatedly (or use the Jump command), to display
the voice detect box you want to delete.
3. Press 
.
4. Press 	
 to confirm. 
5. Delete all references to the box. Remove System ID from any Voice
or Silence
 field and from the Action
 field of any opening greeting
box.


When you delete a subscriber from the system, you also delete voice
detect boxes for that subscriber.