Vodavi Infostar Vx2 System Administrators Manual

							Auto Attendant 
1. If the screen is blank, enter the 3-character run code for your application (this is usually EXC) . The 
system prompts for confirmation. Press Y. The present programming is displayed. 
2. Move the cursor to the larger of the two fields for the port to be made an auto attendant port. 
3. Press the 
Fl key to clear the field. 
o If the port is to be used for “dial extension number”, enter AUTO 
1 0001. If the port is to be 
used for “dial extension number or spell subscriber’s name”, 
enter 
AUTOS OOOl.If the port is to 
be used for “dial mailbox number or spell subscriber’s name”, enter 
AUTOM 0001. 
NOTE: The programming for a standard voice mail port is TIME1 0001. 
4. 
Then press the RETURN key. 
5. Move the cursor to the next port to be programmed, and repeat the process. 
NOTE: Program only the ports that have hardware (telephone interface boards) installed. 
6. When all ports have been programmed, press the F5 key to save the information. 
7. Press Y when the system prompts for confirmation. Press the 
RETURN key to start the system. 
7.5 RECORD A GREETING 
The sign-on greeting is the first announcement callers hear when they reach the system. This greeting 
must contain information on how the caller is to proceed, and reassurance that if they do not dial 
anything, the call will be transferred to someone who can help. Until custom greetings are recorded, 
the system uses a standard greeting. The standard greeting used depends upon which of the tasks is 
programmed for the port. 
‘The system plays the following standard sign-on greeting for “ 
T AUTOS 0001 - dial extension number 
or spell subscriber’s name” : 
“Good Morning (Afternoon or Evening), to call an extension, dial the extension number 
now. Or, to spell a subscriber’s name, dial 1.” 
The following standard sign-on greeting is used for 
“T AUTO1 0001 - dial extension number only” : 
“Good Morning (Afternoon or Evening), dial the extension number of the person you are 
calling. To reach an operator, dial 0.” 
The system plays the following standard sign-on greeting for 
“T AUTOM 0001 - dial mailbox number 
or spell subscriber’s name” : 
“Good Morning (Afternoon or Evening). Dial the mailbox number of the person you are 
calling. If you are a subscriber, dial pound.” 
After the caller dials the extension number, the system plays: 
“Please hold while I transfer your call.” 
If a caller waits more than 3 seconds before dialing, the system plays the following message, then 
transfers the call. 
“I will transfer you to an operator, please hold.” 
INFOSTARIVX2 
System Administrator’s Manual 
revised 7191 7.3  
						

							Auto Attendant 
The system administrator may want the option of recording several different greetings for each time of 
the day to provide callers with information and instructions. The greeting list is composed of five se- 
lections: . 
Greeting 1 
Greeting 2 
Greeting 3 
Greeting 4 
Override Greeting 
The first four greetings can be programmed to play on any day of the week, and between certain 
hours. The fifth greeting is designed to override the programming of the first four greetings and is de- 
signed to deliver urgent information to the caller. The fifth greeting can be programmed to play on 
only one day, and plays all day. This programming is accomplished on the Company Parameters 
screen. 
[COMPANY PARAMETERS SCREEN] 
COMPANY CODE ) EXC Data Found 
MAILBOX 
MAILBOX LENGTH.........4 [4] 1..7 ACCESS CODE YIN LENGTH....4 [4] 1..9 
EXTENSION MAX LENGTH...4 [4] l..Q ACCESS CODE MAX LENGTH....4 [S] 1..9 
3ROUP CODE MAX LENGTH..2 [2] 1..4 SYSTEM GROUP RANGE....30:79 [ 30 791 PERSONAL GROUP RANCE..11:29 [ 11 
291 
1ST SYSTEM MANAGER BOX....[0005000] GENERAL DELIVERY BOX........[ 
2ND SYSTEM MANAGER BOX....[ -1 -1 
1ST GREETING......[ 
2ND GREETING......[ 
SCREEN TRANS [-] 
[FB]Clear [FS]Save [F6]Del [F7]Scroll [FI]Find [FB]P~~V [FlO]Next [Esc]Quit : 
Figure 7-2 Company Parameters Screen 
7.51 SAMPLE GREETINGS 
Greeting 1: 
“Good Morning. This is the XYZ Publishing Company. Please dial the number of the per- 
son you’re calling. To reach an operator, press zero.” 
Greeting 2: 
“Good Afternoon. You have reached the XYZ Publishing Company. Please dial the number 
of the person you’re calling. To reach an operator, press zero.” 
Greeting 3: 
“Good Evening. You have reached the XYZ Publishing Company. Please dial the number of 
the person you’re calling. To reach an operator, press zero.” 
7.4 INFOSTARIVX2 
System Administrator’s Manual 
revised 7191  
						

							Auto Attendant 
7.5.2 RECORDING SYSTEM GREETINGS 
Should you wish to customize the system greetings to meet your organization’s individual needs, you 
can record your owh system sign-on using a system administrator mailbox as follows: 
0 
1 Greetings + 2 Record -) I 
cl n Greeting 1 --) Record the 
# t System replays 
greeting, then press 0 
greeting 
cl 
2 Greeting 2 
q 3 Greeting 3 
cl 4 Greeting 4 
0 5 Override 
Greeting 
NOTE: Outside callers who have never encountered an auto attendant before should be 
given clear instructions on what to do when they reach the system. Customizing the system 
sign-on greeting permits you to give more explicit directions to the outside caller, e.g., 
“Please enter the last three digits of the number you are calling, or press zero for operator 
assistance. ” 
Once you have recorded a customized sign-on greeting, you still have the option of returning to the 
standard sign-on greeting or recording a new customized greeting at any time. 
7.5.3 PLAYING SYSTEM GREETINGS 
You may play any of the system greetings at any time. 
m + m Listen + a Greeting 1 + F;lf;,;ting 
2 
. n 
2 Greeting 
q 3 Greeting 3 
cl 4 Greeting 4 
0 5 Override 
Greeting 
7.5.4 ERASING SYSTEM GREETINGS 
You may erase any of the system greetings at any time. 
D - a Erase + a Greeting 1 
cl 2 Greeting 2 
cl 
3 Greeting 3 
0 
4 Greeting 4 
cl 
5 Override 
Greeting 
INFOSTARIKX2 7.5  
						

							Auto Attendant 
7.6 PROGRAM A MAILBOX FOR AUTOMATED ATTENDANT 
A group of mailbox types are available to use a mailbox as a starting point for automated attendant. 
A mailbox can be used as a starting point if a call is forwarded from the telephone system directly to 
a mailbox, or if the mailbox is a destination from a Custom Call Routing plan. 
The mailbox type defines the function of a mailbox. Create a mailbox with the desired mailbox type 
using the Mailbox Set-up screen. The following box types can be used as starting points for automated 
attendant: 
Type 400 calls to mailboxes with this type are routed to the starting point for Auto Attendant with- 
out spell by name. This is equivalent to “T AUTO1 0001” on the Run Dialogue screen. 
calls to mailboxes with this type are routed to the starting point for Auto Attendant with 
spell by name. This is equivalent to “T AUTOS 0001” on the Run Dialogue screen. 
calls to mailboxes with this type are routed to the starting point for non-subscriber voice 
mail. However, it prompts the caller to spell the subscribers name instead of asking for 
the mailbox number. This is equivalent to 
“T AUTOM 0001” on the Run DiaZogue 
screen. 
Type 401 
Type 402 
Type 403 
Type 404 
Type 405 
calls to mailboxes with this type are routed to the starting point for Auto Attendant. 
However, the mailbox personal greeting is played instead of the system greeting. 
calls to mailboxes with this type are routed to the starting point for Auto Attendant with 
spell by name. However, the mailbox personal greeting is played instead of the system 
greeting. 
calls to mailboxes with this type are routed to the starting point for non-subscriber voice 
mail using spell by name. However, the mailbox personal greeting is played instead of the 
system greeting. 
NOTE: If mailbox types 403, 404, or 405 are used, the sign-on greeting giving callers 
instructions must be recorded using the 
mailbox greeting. The system greetings (standard 
or customized) are not played with these type mailboxes. 
7.7 RECORDING A MAILBOX GREETING 
If mailbox types 400, 401, or 402 are used, either the standard system greeting or a customized greet- 
ing is played when a call is sent to mailboxes with these types. See Section 7.5 - Record A Greeting. 
To record a greeting for mailbox types 403, 404, or 405 the PersonaI Opfions menu of the mailbox is 
used. After the mailbox is created, access the mailbox and record an appropriate greeting. 
El-m Greetings + 2 Record --) 2 Mailbox - Record your 
Ll Cl --) # 
greeting 
mailbox greeting cl 
The maximum length of a mailbox greeting is determined by a class of service parameter set by the 
system administrator. 
7.6 INFOSTARIVX;! 
System Administrator’s Manual 
revised 7191  
						

							Auto Attendant 
7.8 TEST THE APPLICATION 
Before allowing external callers and employees to use this application, make sure each step of the 
application is tested: 
Call the system, and make certain the appropriate greeting is played. Enter an extension and see that 
the system transfers the call to the appropriate phone. When the phone rings, pick up the phone and 
ensure that the call is transferred. 
If you encounter problems, contact your local support representative. 
7.9 TRAIN SUBSCRIBERS AND OUTSIDE CALLERS 
Once the application is completed, it is critical to train callers and employees about the system’s auto 
attendant application before they first encounter it. Options for training include: 
l Formal training session 
l Voice messages to inform employees 
l Memos or letters 
In each form of training it is important to emphasize the benefits the caller will obtain from the new 
application. Often, if callers understand the benefits of a new process, they are much more willing to 
participate. 
Explain the benefits of automated attendant to both employees and outside callers bfore implement- 
ing the system. Outside callers should be informed that automated attendant allows them to reach a 
person more quickly, without waiting on hold. 
INFOSTARIVX2 
System Administrator’s Manual 
revised 7191 
7.7  
						

							Auto Attendant 
AUTOMATED ATTENDANT 
T AUTO1 0001 
4 
Caller dials: 
extension 
number - 
or 
l or 
n O- 
I or 
dials 
nothing 
I I 
dialed less than Call is transferred to extension using 
the transfer sequence found on the 
PBX Parameters screen followed by 
the number entered by the caller. 
{ Yes 
1 
r t 
. 
Call is transferred to the 
extension programmed as 
Operator on the Company 
Parameters screen. 
Yes 
/ 
7.8 
INFOSTARIEY2 
System Administrator’s Manual 
revised 7191  
						

							Auto Attendant 
AUTOMATED ATTENDANT 
T AUTOS 0001 
tl 1 
I 
or 
cl # 
I or 
* 
cl 
I or dialed less than 
length of extension Call is transferred to extension using 
the transfer sequence found on the 
PBX Parameters screen followed by 
+Yes , 
Caller is prompted to 
. spell the name of the 
person being called. 
Caller enters voice 
mail task as a 
+I subscriber. 
I 
Caller enters voice 
- mail task as a 
non-subscriber. 
A 
~- 1 the number entered by the caller. 
No Call is transferred to the 
extension programmed as 
c Operator on the Company 
Parameters screen. 
INFOSTARIW 7.9  
						

							Auto Attendant 
or 4 
Zaller di 
1 
mailbox 
number 
cl 1 
1 or 
cl # 
i or 
* 
n 
I or 
n 0 
I or 
dials 
nothinc 
I 
AUTOMATED ATTENDANT 
T AUTOM 0001 
als: 
dialed less than 
1 No 
I 1 
Caller is informed 
maibox does not 
exist and is 
transferred to the 
operator. 1 
Call is transferred to the 
extension programmed as 
Operator on the Company 
Parameters screen. 
Yes 
y 
7.10 INFOSTARIKX2 
System Administrator’s Manual 
revised 7/91  
						

							Section 8 - Custom Call Routing 
8.1 INTRODUCTION 
Voice messaging and automated attendant are basic functions of the INFOSTAR/VX2. The real power 
of the system is provided by Custom Call Routing or CCR. Using CCR, the VX2 system can answer a 
call, play a greeting (providing a list of destinations), and then wait for the caller to press a digit. The 
caller uses the dial pad of a DTMF telephone to select a destination. Based on the digit the caller 
presses, CCR then routes the call to the appropriate destination. CCR can be programmed to route 
the call even if the caller does not press a digit. CCR allows you to combine the call routing capabili- 
ties of your telephone system and the capabilities of the VX2 with single digit dialing. For example, 
have you ever called a company and were answered by a message similar to the one below. This is 
CCR at work. 
“Thank you for calling ABC Company. If you would like to place an order, press 
one. If you wish to ask a question about an order already placed, press two. If 
you wish to leave your name and address to receive a catalog, please press three. 
If you wish to speak with an operator, please press zero or stay on the line.” 
With a properly designed Custom Call Routing plan, your callers are promptly and courteously an- 
swered. They can then be routed to specific people, departments, prerecorded messages (bulletin 
board mailboxes), or subscriber mailboxes. Custom Call Routing can be used in a variety of ways: 
0 As an automated attendant to answer calls and transfer the caller to the desired extension num- 
ber or department. 
0 As a departmental answering position to direct callers to specific people, to leave messages for 
specific people, or to recorded information of interest to the caller. 
l As a directory to present callers with a menu of choices for listening to messages on different 
topics. 
l To circumvent unique problems integrating the VX2 with certain telephone systems. See Section 
8.2.4 - Special Considerations. 
These are only a few of the ways in which CCR can be used. A Custom Call Routing plan can be 
simple or complex depending on your business requirements. There are two basic components to 
CCR: 
CCR Mailbox This is where the destinations are programmed for each digit a caller may dial. CCR 
Mailboxes are programmed by the system administrator using the monitor and keyboard. Each CCR 
Mailbox has 7 messages/greetings/menus associated with it. 
Menu This is the recorded greeting used to give instructions/choices to the caller. There is one menu 
for each CCR Mailbox. Menus are recorded using the system administrator’s mailbox and the monitor 
and keyboard. 
NOTE: When creating the CCR plan, the first greeting (menu) is always programmed in 
record one message one. Use the next six messages in the first record before proceeding to 
the next CCR record. I 
INFOSTARIVX2 
System Administrator’s Manual 
revised 7191 8.1  
						

							Custom Call Routing 
The following steps are used to create a CCR plan: 
l Design the routing plan and menus (greetings) 
@ Program the plan into the system 
l Record greetings for each menu 
l Program the system to use the CCR plan 
o Test the routing plan. 
8.2 DESIGNING THE ROUTING PLAN 
The first decision you need to make is where you wish to route callers. Once you know where calls 
are to go, you can design a plan which permits a caller to reach the destination in the shortest, yet 
most logical, manner. A greeting/menu must be recorded for each CCR Mailbox used in the plan. A 
menu may include up to 12 choices, one for each digit of the DTMF dial pad of a telephone. 
Howev- 
er, you may wish to limit the choices to 9, and leave the digits q ,m and @ for specific uses. See 
Section 8.2.4 - 
Special Considerations before deciding to use digits a, q and @ in a menu. The 
next decision is on which days and at what times CCR is to be active, and how calls are to 
be han- 
dled when CCR is not active. CCR can be turned on/off based on the day of the week and the time 
of day. 
Once you have decided on the destinations available to a caller, it is best to draw a general diagram 
of the CCR plan. As the plan develops you can go back and add specific information. Use boxes to 
represent mailboxes/extension numbers and menus, and lines to represent call flow. For example: 
“Thank you for calling ABC Company. If you would like to place an order, press one. If you wish 
to ask a question about an order already placed, press two. If you wish to leave your name and 
address to receive a catalog, please press three. If you wish to speak with an operator, please 
press zero or stay on the line.” 
New Orders 1 
q 
Order Inquiry 2 
cl Customer Service 
Catalog 
Operator 
8.2.1 WHERE TO ROUTE CALLERS? 
There are 3 basic destinations available: 
Q CCR can transfer a call back to a number in the telephone system. This can be an extension 
number or an other number valid in the telephone system (e.g., a hunt group number). 
Q CCR can route a call to a mailbox within the VX2 system. This mailbox can be a subscriber 
mailbox, a bulletin board mailbox, or any other special application mailbox. The function of the 
mailbox is defined using 
the Mailbox Type. See Section 8.3.1 - Mailbox Types for more details. 
a CCR can send the call to another CCR Mailbox. A call is routed to another CCR Mailbox when 
you wish to have more than one menu presented to a caller. 
NOTE: CCR can route calls to any valid number in the telephone system not just an exten- 
sion number. If the telephone system is so equipped, calls can be routed to hunt groups, 
ACD groups, etc. . 
8.2 INFOSTARIKY2 
System Administrator’s Manual 
revised 7191