NEC EliteMail Vms/Elitemail Limited Technician Guide

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 25 - 11
Delete the messages for 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  until you highlight All Messages, and press 	
.
5. Press 	
 to confirm.
SECTION 6 
V
OICE DETECT 
O
PENING GREETING To route callers to your voice detect application, you must set up your
opening greeting. To do this, sign in to the system. 
to view
Application screen Page 2. Figure 25-5 Sample Opening Greeting Routing
to a Voice Detect Box shows how to route callers through the 
$VOICE
default voice detect box. In this example, voice detect is only used during
Day Mode.
Set up the opening greeting for voice detect
1. To move callers quickly through to the first voice detect box, your
opening greeting should include only an Intro and Action statement.
For example:
“Hello, this is (organization name). If you’re calling from a touchtone
telephone, you may enter the extension number anytime. If you don’t
know the number, press 411 for a directory.”
In the ACTION field of the $Greeting Box, enter the System ID of
 the
first voice detect box in the application.
2. Make sure the greeting of the first voice detect box an outside caller
reaches clearly explains the caller options.   For example:
“
Or to speak with an operator, please say Yes after the beep and
someone will be right with you....“
The system automatically plays a beep at the end of the greeting to
help callers know exactly when to speak. 
						

							25 - 12Voice Detect Issue 3 EliteMail VMS/EliteMail Limited
SECTION 7 
T
EST THE VOICE 
D
ETECT APPLICATIONAlways test a voice detect application after you set it up. Call the system
and check that the system handles the call correctly when you say Yes
and when you remain silent.
A voice detect box uses advanced digital signal processing technology to
distinguish between sound and silence. However, because of noisy
telephone lines, background noise, or other noises made by the telephone
system, the voice mail system may occasionally react as if the caller
spoke, even if the caller remains silent. Also, if a caller speaks very softly,
sometimes the voice mail system may not hear the caller, and instead
reacts as if the caller remained silent.
Take these factors into account when you test the voice detect application.
Try varying the volume of your voice, and calling the voice mail system
from a noisy room. You may also raise or lower the number of seconds the
system waits for a spoken answer. If you need additional assistance,
contact Technical Support.
SECTION 8 
S
ET UP VOICE DETECT 
C
ALL HOLDINGThis feature lets callers queue up for a busy extension by saying Yes
instead of pressing a touchtone. Call holding only works with call transfer
On, and Await Answer or Wait for Ringback call transfer. 
You may set voice detect call holding on any screen that has the Holding?
field by setting the field to Vo x
. For details, refer to Chapter 2 Section 1
Call Hold on page 2-1.
SECTION 9 
C
ONTROL HOW LONG 
THE SYSTEM WAITS 
FOR SPEECHYou can control the number of seconds the system waits for an outside
caller to speak. To do this, use the Max time to wait for voice
 field on
Line 29 of Switch Setup screen Page 3. By default, the system waits 3
seconds for the caller to speak. Refer to Figure 25-6 Maximum Time to
Wait for Voice Field.   
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 25 - 13
Figure 25-6   Maximum Time to Wait for Voice Field
Change the time outside callers can wait before speaking
1. Sign in to the system, and press 	
-# to view the Switch Setup
screen.  Press 
 to view Page 3.
2. Press  until you highlight the Max time to wait for voice
 field.
3. Enter the number of seconds to wait, and press 	
.
SECTION 10  
E
XAMPLE OF AN 
A
DVANCED VOICE 
D
ETECT APPLICATIONThe XYZ Corporation uses an advanced voice detect application to route
calls. Refer to Figure 25-7 Example of Advanced Call Routing Using Voice
Detect. Most calls at XYZ are for the Sales Department. Many callers do
not have touchtone keypads on their telephones, so XYZ has set up the
system to accommodate them and touchtone callers.
During XYZ opening greeting, the system tells touchtone callers to press
an extension number or 411 for a directory. If no touchtones are pressed,
the system immediately routes callers to a voice detect box and gives
them an opportunity to say Yes to move through the system. 
Callers who say Yes are asked if they want the Sales Department. A caller
who again says Yes is then transferred to the Sales Department extension
number. If the Sales Department extension is busy, the caller can hold by
saying Yes.
 
Callers who remain silent are routed to another voice detect box. This box
asks callers to say Yes to speak with an operator. Otherwise, the system
assumes the caller is no longer on the line, and disconnects.














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							25 - 14Voice Detect Issue 3 EliteMail VMS/EliteMail Limited
This example uses three special boxes: $OPERATOR, $HANGUP, and
$SALES. The $OPERATOR box is a voice detect box. $HANGUP and
$SALES are transaction boxes. 
The $OPERATOR voice detect box asks the caller to say Yes again, to
confirm presence on line before the call is routed to the Operator Box. The
$HANGUP transaction box is used in $OPERATOR box Silence field. If
the caller remains silent, the system assumes the caller is no longer on the
line, routes the caller to the $HANGUP box (with the Action field Hangup)
and hangs up. The $SALES transaction box is used to transfer callers to
the Sales Department. It also offers voice detect call holding if the Sales
Department extension is busy.
While this example only lets callers say Yes to reach one department, you
could offer more departments in your application. For example, you could
offer the Sales Department first, Customer Service second, and
Accounting third. Callers say Yes to select a department, or remain silent
to hear the next option.
Figure 25-7 Example of Advanced Call Routing Using Voice Detect
Opening Greeting:
“Thank you for calling XYZ 
Corporation! If calling from a
touchtone telephone, enter the 
extension anytime. If you don’t
know the extension, dial 411 for
a directory.”Press touchtones to try an
extension number or dial 411
for directory assistance.
Action: GotoID
$VOICE
System ID: $VOICE
Voice detect greeting: “To make
 choices without touchtones, say
Yes after the beep. Or remain
silent and an operator will be
right with you.” 
System ID: $V1
“To reach Sales, say Yes after
the beep. Or remain silent and
an operator will be right with
you.”   
System ID: $SALES:
Transfer to Sales extension.
Holding set for voice detect (Vox)
Greeting: “We’re sorry we missed your
call. Leave a message and we will call.”
Action: Take-msgSilence
Say Yes
Say YesSilenceSystem ID: $HANGUP
Transfer: No
Greeting: 1 sec. silence
Action: Hangup Silence
System ID: $OPERATOR
“To confirm that you want
yes after the beep.”  to speak to an operator say
Say Yes
System ID: 0
Route to Operator Box 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 25 - 15
Also refer to:
Chapter 2 Section 1 Call Hold on page 2-1
Chapter 6 Interview Boxes
Chapter 11 Opening Greeting
Chapter 12 Operator Box
Chapter 15 Recording Voice Fields
Chapter 17 Schedules
Chapter 18 Screens for the application screens
Chapter 24 Transaction Boxes 
						

							Reference26 - 1
Back Up and Restore
 

The backup and restore functions of EliteMail VMS/EliteMail Limited are
largely self-functioning.  CoSession is used when a technician performs
manual backup or restore functions.
CoSession, a communication software tool available from NEC, is used for
EliteMail to perform all configuration, maintenance and backup functions.
SECTION 1 
I
NTRODUCTIONEliteMail VMS/EliteMail Limited has no access to secondary storage devices
for backup.  This new method is provided to perform database archive and
system backup.
SECTION 2 
D
EFINITIONSThe following definitions apply:
Backup
Backup is the transfer of all system data to offsite storage.  In most
cases, the data from EliteMail  is backed up to a support PC.
Archive
Archive is the transfer of system database and user greetings to a
second location on the EliteMail board.
SECTION 3 
A
RCHIVE FEATUREDescription
The goal of database archive is to allow a system that has suffered
catastrophic data loss or other failure to restore itself to working condition.
EliteMail VMS/EliteMail Limited retains a default system database and the two
most recent databases.
EliteMail checks daily to determine if the database should be archived.  If
necessary, the system builds a compressed file containing the system
database and all user greetings.  The compressed file is then moved to the
ARCHIVE
 directory on the EliteMail hard drive.
During bootup, EliteMail determines if an archived database should be
restored.  If necessary, the system purges unusable data from the working
directories and restores a database from the ARCHIVE
 directory.  
						

							26 - 2Back Up and Restore Issue 3 EliteMail VMS/EliteMail Limited
Archive is not a replacement for the total system backup described below.
The conditions that can damage data in the working directories can also
damage the archive, but this is less likely.
Feature Input/Output
Archive
This feature requires a list of input files to be archived and a time for
archival.  When the system time reaches the archival time, the voice
processing system (VPS) exits to DOS, compresses the list of files, and
copies the archive file to the ARCHIVE directory.  The time required to
perform this procedure is indeterminate because of the variable factors.
After competing archive, the system reboots and the VPS starts again
.
Restore
The VPS restores the archive database if the system is rebooted and
quality checks of the active database fail.  Conditions that can cause
failure include deletion of critical database files or corruption of the hard
drive.  EliteMail VMS/EliteMail Limited first attempts to restore the most
recent database archive (DBBACK1.ARC).
If this file does not exist in the ARCHIVE directory or restore fails, EliteMail
next attempts to restore the second most recent database archive
(DBBACK2.ARC).
If this restore also fails, the system cannot be repaired autonomously.
After each restore attempt, the system is rebooted, and the database is
checked again.
The system manager can request a restore of either archive or the factory
defaults by exiting to the DOS prompt and executing one of the batch files
in the UTILITY directory (RESTORE1.BAT, RESTORE2.BAT, or
DEFAULTS.BAT). 
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 26 - 3
User Interface
Archive
The system manager sets the time to archive the database files from the
console.  He enters time and day archive in the Daily, Weekly, and
Monthly surrender to DOS fields on the application general settings
screen.
When the system reaches the time to archive, it exits to DOS and performs
the command set to archive the database.  A new database archive file is
created and then copied to the ARCHIVE directory as the current file to
move the previous archive to second most recent.
The following archive error conditions may be encountered by EliteMail
VMS/EliteMail Limited:
Unable to create new database archive
This could be caused by lack of disk space or missing database or
system files.  EliteMail aborts the operation, reboots the system, and
logs an error message.
Unable to move existing database archive to second place
This could be caused by lack of drive space or general drive failure.
EliteMail aborts the operation, reboots the system, and logs an error
message.
Unable to copy new database archive to the ARCHIVE directory
This could be caused by lack of drive space or general drive failure.
EliteMail aborts the operation, reboots the system, and tries to log an
error message.
Corruption of the hard drive subsystem
This major error usually results in an unusable system that probably
does not return to normal operation after rebooting.  Console
maintenance is usually required.
Restore
EliteMail VMS/EliteMail Limited can restore the default database or either
of the two most recent archives using one of the following methods:
The first method is fully autonomous.  When restarted, EliteMail
examines the working directory database, and, if the database is
missing or damaged beyond repair, it deletes remnants of corrupt
data from the drive and dearchives the data from the ARCHIVE
directory.  When restoring, the system uses the most recent
database archive if one exists.  If a database archive does not exist
on the drive, the default database is restored. 
						

							26 - 4Back Up and Restore Issue 3 EliteMail VMS/EliteMail Limited
The second method requires the technician to initiate restore by
attaching to the system using CoSession, exiting voice mail
application to DOS, and running one of three batch files (Archive 1,
Archive 2, or Defaults). The technician must verify that all data should
be replaced by archived data. Selected data is dearchived into the
working directories, and the system is rebooted.
Operational Criteria 
This feature must reliably and consistently shut down the VPS, copy
database files from one directory to another, reboot the system, and start
the VPS again.
This feature must perform its functions in a maximum of 5 minutes.
Customers do not tolerate a VPS that is unavailable for longer time
intervals.
This feature must accurately restore the archived database including
personal names and user recordings but excluding messages and
modified system prompts that existed when the database was archived.
SECTION 4 
B
ACKUP FEATUREDescription
The backup feature saves the entire state of the voice processing system
at time of backup.  Archiving only stores part of the database, but backup
saves executable files, the entire database, and all messages, greetings,
and voice names from the system.
Feature Input/Output
Backup is performed manually, and the technician must connect to
EliteMail VMS/EliteMail Limited through the serial port connection.  VPS
cannot be running during backup, and the procedure is not available
through technician conversation.
User Interface
Backup uses CoSession to provide access to the EliteMail system and
uses CoSession script feature to perform the system backup.  All EliteMail
systems are shipped with CoSession software that provides script ability.
A script driven utility allows the technician to perform either a backup or
restore and configure communications between the support PC and
EliteMail.  
						

							EliteMail VMS/EliteMail LimitedIssue 3
Reference 26 - 5
Begin the backup/restore function
1. Connect to EliteMail VMS/EliteMail Limited using CoSession.
2. Exit to DOS from voice mail application on EliteMail.
3. At Utility Menu, select option 3.
4. Press Alt key and left Shift simultaneously.
5. To hang up, press 
9.
6. To exit, press 
0.
7. At the C:/Remote Prompt, enter backup, and press 	
. 
After the backup and restore utility is working, a screen is displayed with
the following information:
1. Backup System
2. Restore System
3. Configure
X. Exit
Enter Selection:
The technician enters the number (or X) for the option.  Options are
individually discussed below.
Backup
The utility prompts: Please specify the directory where the backup files
should be stored.  If a directory is not entered or the technician presses
ESC, the Main Menu is displayed.  When a directory is entered, one of the
following cases occurs:
The directory does not exist
The utility asks if the directory should be created (Y/N).
If Y is answered, the directory is created and  backup continues.  
If N is answered, the utility returns to the directory prompt.
The directory exists but contains a previous backup
The utility asks if all data in the directory can be overwritten (Y/N). 
If Y is answered, backup continues. 
If N is answered, the utility returns to the directory prompt.