Vidicode Professional Telephone Answering Machine Manual

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 31 Switching the timetable on and off  
The PTAM only works according to the timetable when it has been switched to  
‘AWAY’.  This means the timetable can be switched off by switching the PTAM 
to ‘HOME’. It will not switch itself on automatically again.  
It is possible to program the PTAM not to answer when switched to ‘AWAY’. This 
can be done by filling in XXX in the timetable (with *). 
If a day or a date has not been filled in on the timetable, the PTAM will function 
as a normal answering machine that day. 
4.2 System messages and options, voice response. 
All spoken messages are called ‘system messages’, and can be numbered from 001 
to 999.  All numbers above 400 and the numbers of the welcome messages 300, 
351 to 379 are free to be used. After a system message has been spoken in, one 
can indicate which key the caller should press during or after the conversation 
to achieve a certain result. This is an example of a system message: 
 
This is the telephone answering machine of Vidicode; to continue in English press 
1, to continue in German press 2. 
 
If the number of this system message were 401, the next message in English 
could be in system message 500, and the message in German in 600. 
 
The welcome messages are system messages, too, with the numbers 300 
(welcome message 0) and 351 to 379 reserved for them.   
 
How to record a system message 
Select ‘announcements’, next the softkeys ‘WELCOME’ followed by ‘SYSTEM’. 
Then press the number you have selected. The display might look like this 
 
 
System message 600 
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 32
SELECT DELETE STOP
 
The message can now be recorded, or, if there is an existing message, it can be 
listened to and re-recorded if necessary.   
How to fill in the options  
Press ‘SELECT’ if you are satisfied with the message. Now the corresponding 
messages can be filled in under 0 to 9,*, #, ?, and !   The question mark and 
exclamation mark offer particular options. 
An optional exclamation mark will result in the caller not having to press a key, 
the PTAM continuing straightaway with its next assignment. 
The optional question mark implies that the PTAM will continue with its next 
assignment, unless a key has been pressed. The most common assignment in a 
daytime scenario would be for the caller to be connected through to the 
telephonist, and in a nighttime scenario for the caller to be asked to leave a 
message. 
When there is no reaction to a message, or the caller presses 0, the message will 
be repeated, giving the caller the chance to make the correct choice the second 
time. 
Special options 
When you enter 0 to 9 instead of the number of the systems message the key 
press of the caller will have the following special effects: 
1 Causes nothing to happen after selection (dangerous)  
2 Records a message   
3 Gives the opportunity to key in a number (sequence of digits). The 
number will be stored. 
4 Speaks the last number filled in  
5 Connects with ‘telephone number 1’, see also 5.10  
6 Connects with ‘telephone number 2’, see also 5.10  
7 Lets the telephone bell ring for somebody to answer   
8 Asks for a password for external management and listening in    
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 33 9 Breaks off the connection  
0  Clears the selection, so  pressing the key will have no effect 
Special actions such as connecting through (to the telephonist) are often 
attached to a message without an option (add the referral at the ‘!’). When, for 
instance, a spoken menu contains the statement: “to be connected to the 
telephonist, type 3”, the caller referred to 3 may hear a message such as” You 
are being connected” . From this last message you fill in by the referral to ! for 
example 5 for connection through to the telephonist.  
Voice Response scenarios 
With the help of referrals attached to the system messages, a relatively 
complex process can be programmed. The PTAM has been especially designed to 
provide concise information or to receive requests for information outside office 
hours. Callers dislike complex and longwinded menus. A few words of advice 
follow: 
• Draw the welcome message and all submenus on paper first, and write out 
the messages. Check if everything tallies, and make sure there are no 
options which have no outcome for the caller. 
• Avoid choices that are too complex. It too many options are read out, the 
callers will forget the first ones. 
• Avoid complex outcomes. Successful voice response scenarios are small and 
simple.  
• We advise you to let the caller make no more than 3, and preferably 2 
choices.   
• First mention the option, and then the key to press, e.g.: 
  For information about fax machines, choose 1  
  For information about telephone exchanges, choose 2 
• Offer help to the caller who still has on old-fashioned dial telephone, and  
connect callers who don’t make a choice through to the telephonist, or let 
them leave a message. 
 
  
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 34
4.3 Connecting through calls 
The PTAM can transfer callers to two telephone numbers, either internal or 
external. This is done by the PTAM via the following procedure: 
• Press the ‘Connect’  key (hook flash or earth flash) 
• Choose the number   
• Wait a moment    
• Disconnect    
This transfer possibility is meant for callers who cannot handle voice response. 
The PTAM does not stack calls. This is done on purpose: if the PTAM were to 
stack calls, the PTAM would need adjusting to characteristics of the 
switchboard in various ways, which would make the PTAM too complicated. If you 
would like calls to be stacked, with or without voice response, you are advised to 
review some other products of Vidicode, the ARGUS Call Attendant and the 
ARGUS Telecommunication Centre respectively, which have been specially 
designed for this purpose. 
We have the following advice for internal transfer of calls: 
- Have a telephonist receive the call. She will usually be quick to answer, and 
as it is an internal call, the caller will hear the telephone ring while waiting.   
- Use the timetable to ensure that callers are only transferred if there is 
somebody present to answer the telephone. Give them the opportunity to 
leave a message outside office hours. 
4.4 Working with the information obtained via Voice Response 
Voice response offers you the possibility of sorting messages on the basis of the 
options chosen by the user. This could be especially useful for a company, 
allowing callers to ask information about a range of products. We also know of a 
GP using it to split his messages in demands for repeat prescriptions, and 
requests to be called back.  
Sorting messages  
The choices made by the user are saved in a searchcode.  If one is interested in 
finding the users who first pressed a two and then a three, press the 
searchcode 23* when listening to the requests for information and the PTAM 
will reproduce all the messages from people interested in this product.  
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 35 Numbers pressed  
As was mentioned earlier in this chapter, the PTAM can also record numbers, 
which will be shown on the display, but stored as messages. If you offer callers 
the option of typing in numbers after pressing key 3 and key 4, it is enough to 
select code 34*, for all the numbers typed in to appear.  An application of this 
that we see frequently is to list phonenumbers of people who want to be rung 
back. 
  
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 36   
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 37
5 Configuration   
5.1 Introduction  
The functionkey ‘configuration’ starts a program with which the configuration of 
the Call Recorder can be changed. There are two groups of settings: one for the 
system, and one for the timetable. The timetable has been discussed before.  
When the key is pressed for the first time, the display will show: 
 
Configure
NEXT TABLE STOP
 
Press the ‘NEXT’ softkey to enter a program with which a number of setup 
preferences can be changed. 
 
The function of the softkeys when changing the settings  
The softkeys always have the same three functions:  
NEXT      Choose the next setting  
CHANGE   Select this menu function and change the setting  
STOP    Exit, the changes have been made 
 
The use of the recorder keys in the menu   
The menu is operated by the softkeys under the display, their functions being 
shown at all times. During their use some of the recorder keys have another 
meaning, allowing experienced users to operate even faster.  
    Choose previous menu function 
    Exit the menu, the changes have been made (STOP) 
  Select this menu function and change the setting (CHANGE)  
  Choose the next menu function (NEXT)    
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 38  
Starting the VU meter 
The VU meter is started by pressing the ‘memorecorder’ function key.  It gives a 
graphic representation of the recording level, to facilitate choosing threshold 
values for turning on and turning off. It will only operate when recording 
automatically, and is based on the level of sound detected. 
The VU meter will be discussed at the end of the chapter. 
5.2 Use of the password 
The next two menu functions are for programming the password, which can be 
switched on or off for internal use, but is essential for remote use.  
One reason to use your password internally would be to prevent unauthorized 
people from walking into your office, listening to your recordings, and changing 
your settings. When the password is activated, the PTAM will ask you for your 
password when you want to listen to recordings. 
Switching the password on and off   
With ‘CHANGE’  the  ‘Password Active’ can be changed from ‘No’ to ‘Yes’, or the 
other way round. 
Entering the Password    
Press ‘CHANGE’ and the password can be changed.  
You can choose your own (numerical) password, with a length from 1 to 7 
numbers. 
Confirm your choice with ‘STORE’ or cancel it with ‘CANCEL’. 
 
Be aware – very important: 
When the password has been activated, it is not possible to de-activate it 
without entering the same password again. Activate the password only when you 
have noted it down, or are sure you have remembered it. At delivery the 
password is: 0000       
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 39 If the password is entered incorrectly three times, the system will block entry 
for 15 minutes. If you have forgotten your password you will have to contact 
your supplier.  
When access is closed the display will show: 
 
Access denied
For 15 minutes STOP
 
5.3 The clock   
The next menu function is for setting the clock.   
The day of the weeks can be set with the numeric keyboard:  
1=Sunday, 2=Monday, 3=Tuesday, 4=Wednesday, 5=Thursday, 6=Friday and 7 is 
Saturday. 
If an incorrect date and/or time is entered the system will not accept it. 
The ‘>>’ and ’
						

							Handleiding PTAM  ©-1998 Vidicode Datacommunicatie BV 40 At delivery this function is switched off.  
5.6 Ringing settings  
When the PTAM is going to be used as a telephone, the ringing sound can be 
programmed. 
Ringing variation   
Ringing variation programmes the number of bleeps the PTAM gives for one ring, 
and how long they will last. 
Ringing frequency  
Each ring consists of a series of double tones. With this parameter the 
frequencies of these tones can be set.  
Ringing volume 
The sound level of the ringing is adjusted with this function. The correct way to 
switch off ringing is to switch the volume to 0.  
5.7 Use of speaker when answering machine is on 
It is possible to listen in when somebody is using the answering machine. The 
speaker options are ‘on’ and ‘off’.  When this function is switched ‘on’, the 
speaker will automatically be turned on when a message is being spoken into the 
answering machine, giving you the chance to take the call after all.  
5.8 Minimum and maximum length of message  
Both a minimum and a maximum length of message can be set on the answering 
machine.  
The minimum time can be set between 1 and 255 seconds; its function is to stop 
the machine from recording a message if the caller puts the phone down when he 
hears the beep. 
The maximum time can be set between 30 and 7650 seconds, or even be 
switched off, so that there is no time limit to the message. Setting a long time 
does not pose the PTAM any problem, as it automatically stops recording when 
the caller stops speaking or disconnects.