Panasonic Courier Manager Installation Manual
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PanaVoice Courier Installation Manual 80 IVR PROCESSING IVR PARAMETERS The Courier system offers simple IVR functionality. The most basic feature is claims processing, where an incoming caller, when prompted, can enter a claim number and retrieve a specific message that pertains to that number. This feature works quite well in car dealerships for example, where the service number can be given to a customer, and that customer can call into the Courier to find out the status of their vehicle. Courier can be set up to provide accurate, time and date stamped, information. The caller can then be connected to someone for more information, if necessary. When using this IVR application, an IVR Maintenance Administrator must be designated to perform various functions, and maintain the IVR messages. Every IVR Claim number can have a distinct message played when the caller enters their number. These messages are recorded by the IVR Administrator, and are recorded through a regular telephone on the switch. The IVR Administrator User Guide can be found. From the Courier OutLook Bar, under the Parameters Tab, click the IVR icon. The following menu appears: To set up this feature, you must also utilize the Audiotex Branching programming to properly guide the caller to the appropriate Information Only Mailbox where claim numbers can be entered. A single digit must be designated for callers to access information, i.e. “Press 4 to check on the status of your vehicle.” Under Audiotex IOM 999, the word IVR would be entered to the right of the number 4. LENGTH OF IVR NUMBER IN DIGITS – DEFAULT: 3 This field defines the digit length used for IVR inquiries (claim numbers). The IVR Number must correspond with an order number given to your customer. Click the appropriate number to set from two to nine digits.
PanaVoice Courier Installation Manual 81PASSWORD FOR IVR MAINTENANCE – DEFAULT: (BLANK) A separate password must be assigned that is different than the Main password. This password will be used by the designated IVR Administrator and will not allow access to other System Administrator functions. Four to nine digits are valid. This password is used when the IVR Administrator accesses the IVR maintenance through the telephone. EXTENSION NUMBER TO GO TO AFTER IVR INQUIRY – DEFAULT: (BLANK) After the incoming caller enters his/her claim number and listens to the information recording, the Courier can dial another extension, or the Courier can automatically transfer the caller to the extension set in this field. RETENTION DAYS FOR IVR STATUS MESSAGES – DEFAULT: 02 Status messages are the individual messages recorded to provide information to the incoming caller. This field will determine the amount of days you can leave these messages on the system. Enter the number of days by typing the number clicking and dragging to the desired number or clicking the right or left icons to increment one day at a time. VERIFY IVR NUMBER WHEN CHANGING STATUS – DEFAULT: ✱ ✱✱ ✱ Check to have the Courier audibly verify the IVR number that was dialed so that you can confirm you are recording the appropriate message. PLAY AS OF AND TIME ON IVR STATUS INQUIRIES – DEFAULT: ✱ ✱✱ ✱ Check, and when changing the status message, the Courier can play the time and date of the last status change for the particular IVR number being played. REPEAT IVR NUMBER TO CALLER ON STATUS INQUIRIES – DEFAULT: ✱ ✱✱ ✱ Check, to have the Courier repeat the IVR number when a caller enters a valid IVR number.
PanaVoice Courier Installation Manual 82 IVR NUMBER MAINTENANCE HOW TO UPDATE THE STATUS OF AN IVR NUMBER’S MESSAGE: ♦ Call Courier Voice Mail ♦ During the System Greeting, press the option number for IVR; the ♦ Pre-defined digit on the Audiotex list, stated in the System Greeting. ♦ Press * to hear the System Administration menu ♦ Enter the IVR Number Password. Courier plays: Press 1 to change the status of a number, 2 to record a custom message, 3 to hear the status of a number, or press the pound sign to exit. TO ACTIV ATE A PRE-RECORDED STANDARD MESSAGE: ♦ Press 1 to change the status of a number. Courier plays: Press 1 if the number is ready, 2 if the number is not ready, or 3 through 7 for special number messages. Pressing 1 activates the standard Ready Message. Pressing 2 activates the standard Not Ready Message Pressing 3, 4, 5, 6, or 7 activates a pre-recorded special message. TO RECORD A CUSTOM MESSAGE: ♦ Press 2 to record a custom message. Courier plays: Press 1 to change the status of a number, 2 to record a custom Message, 3 to hear the status of a number, or, press the pound sign to exit. Courier plays: Record your status message after the tone and press the pound sign when finished.
PanaVoice Courier Installation Manual 83Record the message you wish to leave for the specific number you are working with. Courier plays: Message recorded. Courier plays: Press 1 to hear it, 2 to re-record it, or, 3 to use it as is. Press the appropriate selection. TO HEAR THE CURRENT STATUS OF A NUMBER: ♦ Press 3 to hear the current status of a number. Courier plays the current status message of the number you entered. Courier plays: Press 1 to change the status of a number, 2 to record a custom message, 3 to hear the status of a number, or the pound sign to exit.
PanaVoice Courier Installation Manual 84 TRANSLATION NUMBERS This feature allows the Courier to direct incoming callers, based on an input code, to a distinct extension number. The codes can be varied from Social Security numbers, to account numbers, to zip codes, etc. This feature is particularly helpful in applications where you may advertise in a particular medium, and publish a number you want the incoming callers to dial once they have entered the system. You can then accurately direct that caller to a particular operator responsible for that geographic area for example. BROWSE From the Courier OutLook Bar, under the Translation Numbers tab, click the Browse icon. The following screen appears: This area provides the System Administrator the ability to browse the VMB Column (voice mailbox or extensions) for any previously defined translation numbers. GUIDELINES To see entries displayed on the next page (if any), use the scroll bar to the right of the screen, which appears when the screen is full. To change the extension number associated with a range of numbers: Click with the mouse to move to the extension number you want to change. Type over the current information and press the [Enter] key. Note: To delete a translation number and all related information, see Delete Translation Numbers.
PanaVoice Courier Installation Manual 85 ADD This area is used to create a Translation Table. From the Courier OutLook Bar, under the Translation Numbers tab, click the Add icon. The following screen appears: ENTER STARTING TRANSLATION NUMBER Use this field to define the starting number. ENTER ENDING TRANSLATION NUMBER Use this field to define the ending number. ENTER THE EXTENSION NUMBER This field defines the extension number or voice mailbox number incoming callers will be transferred to once the translation number defined above, has been entered. You must click ADD in order for entries to be added and appear on the Browse screen. ADDING TRANSLATION # (NUMBERS) This field acts as a visual status of the translation number or numbers being added. When the transaction is complete, this field will display “DONE”. LENGTH OF THE TRANSLATION NUMBERS
PanaVoice Courier Installation Manual 86 Decide the length of the code/translation number you want the incoming caller to use (social security number or account number for example). The translation number can be up to 20 digits long and must be numeric. DELETE These fields are used to delete Translation numbers. From the Courier OutLook Bar, under the Translation Numbers tab, click the Delete icon. The following screen appears: ENTER STARTING TRANSLATION NUMBER Use this field to define the starting number. ENTER ENDING TRANSLATION NUMBER Use this field to define the ending number. ENTER THE EXTENSION NUMBER This field defines the extension number or voice mailbox number incoming callers will be transferred to once the translation number defined above, has been entered. DELETING TRANS # This field acts as a visual status of the translation number or numbers being deleted. When the transaction is complete, this field will display “DONE”.
PanaVoice Courier Installation Manual 87 STATISTICS The Courier provides, as a standard feature, many valuable statistics about the system, and how it is being used. These statistics can help evaluate efficiencies within the system. From the Courier OutLook Bar, under the Statistics tab, click the View Statistics icon. The following screen appears: STATISTICAL REPORTS Statistical reports are run each Sunday morning after the Courier timed shutdown. Courier generates the following reports: (Traffic) System Usage Table Report (by ports) TRmmddyy.pr? MailBox Subscriber Report (by system) MRmmddyy.pr? System Statistics / Executive Summary Report (by ports) CRmmddyy.pr? Extension Report (by system) ERmmddyy.pr? Menu Report (by system) URmmddyy.prn mmddyy = month, day, year ? = 1 - 6 In order for the reports to make sense, the NAME, COMPANY, DIVISION and DEPARTMENT fields must contain pertinent information. Otherwise, they will all be thrown into a single group. The company in the line shown above defines how the reports will be paginated. The options are company, division and department. Your selection will depend on how the Courier is to be used.
PanaVoice Courier Installation Manual 88 Note that on the system shown, i.e. 24 ports, setting the page break on company will generate 25 separate reports, many of them multiple pages. If you set the page break on department, then the report will print on a large amount of paper. They are generated as print files, so there is no need to print them if you just wish to view the data. TRAFFIC This report shows the system usage by port, by the hour. The report shows the usage over a seven-day period, along with day, night, and 24 -hour totals. There is also a final page for each group of ports showing the busiest hours on each port by number of calls, and by time. It computes a utilization factor in percent. Finally, it will show if all ports were busy for some specified period of time. Note: When all ports are busy, the Courier cannot answer calls. If this number becomes large, it indicates that the system needs more ports. MAIL BOX SUBSCRIBER REPORT This report gives a list of all the user mailboxes including department and company name that the system extracts from the fields programmed in the Mailbox Setup Parameters. It shows message totals, and the last time they logged in to check messages. It details the total time of all the messages by user and also gives a total combined user message time. SYSTEM STATISTICS / EXECUTIVE SUMMARY REPORT (BY PORTS ) This report contains three separate sections: Automated Attendant / Call Breakdown, Automated Attendant / Subsequent Transactions and Message Center Traffic (For all ports). AUTOMATED ATTENDANT / CALL BREAKDOWN This is a listing of the number of calls handled by a particular method when a person first calls Courier. These are: Direct DialThe caller knew what extension number was wanted and entered it. Menu OptionThe caller used one of the menu options programmed into the Courier. Dial O OpenThe caller dialed the operator directly. No EntryThe caller waited until the Courier dropped them to the extension specified as the drop extension. This would include callers dialing from a rotary phone.
PanaVoice Courier Installation Manual 89 Log in to Msg CtrThe caller pressed * and their mailbox number to retrieve messages. Leave MessageThe caller pressed #” to skip the mailbox greeting and left a message. Dialed By NameThe caller used the Find Name function from the Audiotex List. Translation Number The caller went to an extension using a translation number. OtherAll the other ways a caller can get somewhere from the main greeting. AUTOMATED ATTENDANT / SUBSEQUENT TRANSACTIONS After a person has selected or defaulted to one of the options above, this is the subsequent choice that they made (if any): Busy ConditionThe caller received a “busy” after making their first selection. Ring No AnswerThe caller received a “ring-no answer” after making their first selection. Subsequent Direct DialThe caller keyed in another extension number after their first selection. Subsequent Dial 0The caller gave up after their first selection and dialed the operator. Subsequent Menu OptionThe caller made a menu option choice after their first selection. Example: Automated Attendant / Subsequent Transactions Busy Conditions 25 Ring No Answer 23 Subsequent Direct Dial 5 Subsequent Dial O 7 Subsequent Menu Option 0 MESSAGE CENTER TRAFFIC (FOR ALL PORTS) This is the overall message center traffic for all ports. This is for all ports since there is no way to trace how a person got to the Message Center. Number Messages LeftDefines how many messages were left. Number Messages RetrievedDefines how many messages were listened to and acted upon. Avg. Seconds per MessageThe average time of all the messages, in seconds.