NEC Infoset 408 Vm Voice Processing System Managers Guide

							InfoSet 408 System Manager’s Guide   5 - 5
Issue 1   NEC  Am eric a , I nc.
To  e d it  y o ur  m es sa ge  grou ps: 
						

							Issue 1NEC America, Inc.
5 - 6 InfoSet 408 System Manager’s Guide


Stops recording messages


Notifies the system manager that the system is out of recording
time


Notifies callers leaving messages that the system is out of
recording time
To prevent running out of recording time, regularly monitor the available
recording time in the system information summary of the system
manager’s conversation. When the available recording time approaches
15 minutes, remind subscribers to delete all unnecessary messages.
To check the system information summary:
1. Access the system manager’s conversation.
2. Select action 
7 and then 
4, and listen to the system information
summary.
Refer to:
Using the System Manager’s Conversation on page 1-3 
						

							Expanding Your System With Call Routing 6 - 1
Expanding Your System 
With Call Routing

 
SECTION  1  OFFERING CALL ROUTING
With call routing, callers can press a single touchtone key during a
greeting to: 


Transfer to an extension.


Hear an audio message.


Choose from a submenu of options.
You can assign and activate call-routing keys by following the system
manager’s conversation. The opening greeting acts as a main menu,
telling callers what action each call-routing key provides. The following
example is typical of how organizations use the opening greeting to tell
callers about call routing.
1.1 Why Use Call Routing?
Call routing lets you customize your InfoSet voice messaging
system to meet the specific needs of your organization. Some
of the ways you might use call routing include:
Opening Greeting:
“Hello. Thank you for calling the Omni Company.  If you are calling from 
a touchtone phone, you may dial an extension at any time. 
To place an order, press
1; for directions to the Omni Company, press
2; for a 
description of products and services, press
3.  
Otherwise, please stay on the line and an operator will be right with you.” 
						

							Issue 1NEC America, Inc.
6 - 2 InfoSet 408 System Manager’s Guide


Directing routine calls to departments (For Sales, press 1
.
For Support, press2
.)


Presenting audio messages to answer frequently asked
questions. (For business hours and directions to our
company, press 1
).


Providing an alternative extension directory when callers
are not likely to have letters on their telephone keypads. 
For example, callers can press 1 for directory assistance and
then choose from a submenu to narrow their search. (For last
names that start with A through G, press 1
. For H through P,
press 2
. For Q through Z, press 3
). You create the directory by
recording a list of names and extensions as an audio
message. When callers hear the extension they want, they
can dial the number immediately.
1.2 How Call Routing Works
The system listens for call-routing keys during the opening
greeting and during any audio message reached by a call-
routing key. At these times, callers may press any call-routing
key set to route to a subscriber’s extension or to a call-routing
box that you designate. Call-routing boxes can perform one of
several actions, including playing an audio message, offering
a submenu of additional call-routing options, or taking a
message. 
SECTION 2  EVALUATING YOUR NEEDS
Before you set up call routing, diagram how you want call routing to work
for your voice messaging system. For example, calls to the Omni
Company have been increasing, and the system manager wants the
voice messaging system to route the calls. Most callers want to place an
order, ask for directions, or ask about available products and services.
The diagram on the following page shows how call routing
accommodates all of these needs. The opening greeting tells callers
what action each call-routing key provides. Greetings for each call-
routing box detail the additional call-routing options available to the caller.  
						

							InfoSet 408 System Manager’s Guide 6 - 3
Issue 1NEC America, Inc.
Call Routing Diagram
 
“Hello. This is the Omni Company. You may enter the extension number of the 
person you wish to speak to at any time during this message. 
To place an order, press 1. 
For directions to the Omni Company, press 2.
For a description of products and services, press 3.
Otherwise, please hold and an operator will assist you.”



  
“You have reached 
the Omni Sales 
Department. To 
place an order...”“The Omni Com-
pany is located ...”“For a description of Omni 
Company products and 
services...”


“ ...”
“...”
“ ...” 
						

							Issue 1NEC America, Inc.
6 - 4 InfoSet 408 System Manager’s Guide
SECTION 3  PLANNING CALL ROUTING
Use the Call Routing Planning Worksheet to record call-routing key
assignments and draft the opening and call-routing box greetings that
you will record when you set up call routing for your voice messaging
system. You can also use the worksheet to plot the system’s default
action when a caller enters an invalid call-routing key or does not press a
key after hearing a greeting. 
Steps for setting up call routing:
1. Complete the Call Routing Planning Worksheet on the following
page.
2. Set up call-routing keys for the opening greeting. Set up call-routing
keys for each call-routing box that will offer a submenu of additional
call-routing options.
3. Change the default actions for each call-routing greeting (optional).
4. Record greetings for call-routing boxes. Rerecord the opening
greeting for day (and night if desired) to reflect available call-routing
keys.
5. Test call-routing keys.
Note:Avoid assigning call-routing keys that begin with the same digit as
subscriber extensions. For example, avoid using 1 as a call-
routing key when extensions range from 10-19.
Complete the Opening Greeting portion of the Call
Routing Planning Worksheet, and then make a copy of
the worksheet for each call-routing box you plan to
include in your call-routing setup.
Keep greetings simple. Guide callers to the right person
or information clearly and quickly. If the choices are clear
and short, callers will find your call-routing keys easy to
use.
Tell callers the choice or destination first, and then the
key to press (For Sales, press 
1...).  
						

							InfoSet 408 System Manager’s Guide 6 - 5
Issue 1NEC America, Inc.
Call Routing Planning Worksheet 
 OPENING GREETING 
 Day greeting:
Night greeting: 
 Default action Call-routing key assignments
 Day
Night
(note extension or call-routing box number)
 
  Take message  
  Take message1= 6=
 
  Say good-bye  
  Say good-bye2= 7=
 
  Disconnect  
  Disconnect3= 8=
 
  Restart conversation  
  Restart conversation4= 9=
 
  Operator  
  Operator5= 0=  operator
 
  Route to extension: ________  
  Route to extension: ________
 CALL-ROUTING BOX
Number
: ________ Reached from:
 
  Opening greeting
 

  Call-routing box number: _______
 Day greeting:Night greeting:
 Default action Call-routing key assignments
 Day
Night
(note extension or call-routing box number)
 
  Take message 
  Take message1= 6=
 
  Say good-bye  
  Say good-bye2= 7=
 
  Disconnect  
  Disconnect3= 8=
 
  Restart conversation  
  Restart conversation4= 9=
 
  Operator  
  Operator5= 0=  operator
 
  Route to extension: ________
  Route to extension: ________ 
						

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SECTION 4  ASSIGNING CALL ROUTING KEYS
You can use touchtone keys one through nine (1-9) as call-routing keys
for the opening greeting and for any call-routing box you choose to
include. Do not use zero (0) as a call-routing key. It should be reserved
for routing callers to the operator.
You can assign a call-routing key to route to a subscriber ’s extension or
to a call-routing box. Call-routing boxes are numbered 01-20.
To assign call routing keys:
1. Access the system manager’s conversation.
2. Select action 9.
3. Perform either of the following actions:
Select action 4 to set up call-routing keys for the opening greeting.
OR
Select action 5 to set up call routing for a call-routing box, and then
enter the two-digit call-routing box number as prompted.
4. Select action 4 to assign call-routing keys.
5. Enter the call-routing key number you wish to assign.
6. Select 1 to change the call-routing key assignment.
7. Follow the system prompts to assign a call-routing key to an
extension or to a call-routing box.
Note:When you use a call-routing key to route callers to an extension,
be sure that a mailbox exists for the extension.
SECTION 5  CHANGING DEFAULT ACTIONS 
After the opening greeting or a call-routing box greeting is played, the
system automatically routes to the operator daytime callers who enter an
invalid call-routing key or who do not press any key. At night, the system
prompts such callers to leave a message. 
						

							InfoSet 408 System Manager’s Guide 6 - 7
Issue 1NEC America, Inc.
If you like, you can change the day and night default action for each
call-routing greeting to one of the following actions:


Take a (public) message


Route to the operator


Route to another extension


Return to the opening greeting


Say good-bye


Disconnect the caller
To change default actions:
1. Access the system manager’s conversation.
2. Select action 9.
3. Perform either of the following actions:
Select action 4 to change default actions for the opening greeting.
OR
Select action 5 to change the default actions for a call-routing box,
and then enter the 2-digit call-routing box number as prompted.
4. Select action 5.
5. Follow the system prompts to change default actions for day or night
mode.
Refer to:
Determining the System Schedule on page 2-7
Setting Up Your System Schedule on page 3-4
SECTION 6  RECORDING NEW GREETINGS
Callers learn about the call-routing options available to them through the
opening greeting and call-routing box greetings. Once you have set up
call routing for your system, you will need to record the following
greetings: 
						

							Issue 1NEC America, Inc.
6 - 8 InfoSet 408 System Manager’s Guide


A day greeting for each call-routing box that callers reach by
using a call-routing key.


A night greeting for each call-routing box. (This is optional. If no
night greetings are recorded for a call-routing box, the system
plays the day greeting.)


A new opening greeting for day and night to provide callers with
the main menu of call-routing keys. (These recordings are
completed last.)
To record call-routing box greetings:
1. Access the system manager’s conversation.
2. Select action 9.
3. Select action 5 and enter the two-digit call-routing box number as
prompted.
4. Select action 6 to record a day greeting; or to record a night
greeting, select action 7.
5. Select action 1 to change your greeting.
6. Follow the system prompts to record greetings for day or night
mode.
7. When you are finished recording, press 
Q.
Refer to:
Recording Your Opening Greeting on page 3-3
Provide a few seconds of silence at the end of a greeting to
give callers time to choose a call-routing key.
If you make a mistake while recording, press the pound key
(#) to stop recording and begin again.
To pause while recording, press 
8. To continue recording,
press 8 again.