Vodavi Starplus Automatic Voice Processing Technical Manual
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. !!$IARPLUs” AVP (Automated Voice Prdcessin,g) TECHNICAL MANUAL MMUNICATIONS STEMS
STARPLUS @ AVP TECHNICAL MANUAL SECTION 100 100.1100.2 100.3 SECTION 200 200.1200.2 200.3 200.4 200.5 SECTION 210 210.1 iSECTION 220 220.1 Table of Contents> ..,..:. *. :INTRODUCTION &+.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..“.........INTRODUCTION ................................................................................................100-l MODULES ......................................................................................................... 1 ocl-2HARDWARE ................................................................~........~.......~........~.~~........1 m-3A. BASE UNITS .......................................................................................1004..B. VOICE BOARDS (PORTS) ! 100-4................................................................C. SYSTEM SIZE ,,. ,, in.....................................................................................lo&.-;‘D. OPTIONAL EQUIPMENT .....................................................................100-5 E. LOCATING THE SYSTEM I,.................................................................100-5 F. INSTALLATION ..................................................................................100-6 FEATURE DESCRIPTION .I/. .................................................,.~.~~.~....~.......200-I INTRODUCTION ..............................................................................~.~.~:..~.~.........200-l VOICE MESSAGING ............................................................................;?~...........200-l A. PASSWORD i......................................................................................200-l B. GREETING .........................................................................:.~?,~...........200-l C. RETRIEVING MESSAGES .................................................:.;............200-l D.SENDINGAMESSAGE.. ...................................................................200-2E. STATE ................................................................................................200-2 F. MESSAGE NOTIFICATION ............................................‘~...~.‘..............200-2 G.EDIT TIME PERIOD.............................................................................200-3 H. DISTRIBUTION LISTS ........................................................................200-3 AUTOMATED A-lTENDANT..............................................................................200-3 A. SYSTEM ACCESS. .............................................................................206-4B. PASSWORD .......................................................................................200-4.C. TRANSFER OPTIONS ...........................!~......-...~......~..-......................200-4,_,D. CALL SCREENING .................................;...........2im4”...............................E. CALL HOLDING .........................................................i~;;.......................;zl)o;rd;:-F. CALL FORWAEPING :;...............................“..........................................2&4 :. *’ “’’MENU ROUTING...................:..;....:............................................,................i........MULTI-TASKINGe&.$35:.‘ 3 .. , ...............................i...................................:.i..........................2m6.... VOICE MESSAGING..........;.:VOICE MESSAGING.......r............................~....”............................~....,~a%H... ..................................................T......,........................>i,, 210-5.......A. PASSWORD: .j.:: .......................................................................................qktB. GREETING......................................................................................................‘-‘:2tQ-t..c. RETRIEVING MESSAGES...................................................................2&sD. SENdiNG A MESSAGE.......................................................................21’&2.. E. S’iA’iE............~...~.~.~.~.~.~.~.~.~~~.~.~...~~.~.~~.~.~.~.~.~.~.~.~.~.~.~~.~~.~.~.~“2m-i...............F. MESSAGE NOTlFlCATtON.......: ::................ii.............-............... .,,._ 2j& G.EDIT TIME PERIOD.....................:.y..,y.....y;.;,::.........................................._.....21e3H. DISTRIBUTION LISTS,,...............................................~............................2x&i....AUTOMATED &TTEN,DANT...........~.:.:.L’~.................‘..~................,[email protected] ................................................................................................220-lA. SYSTliti ACCESS..............r..:.:.::..L.. .................................................220--l Issue 1, April 1992. . I
TABLE OF CONTENTSSTARPLUS @ AVP TECHNICAL MANUAL SECilON 230 230.1SECTION 300 300.1SECTION 310 310.1310.2 B.PASSWORD.......................................................................................220- 1 C.TRANSFER OPTIONS.. .....................................................................220-l D.CALL SCREENING............................................................................220-2 E.CALLHOLDING.................................................................................220-2F. CALL FORWARDING .........................................................................220-2 MENU ROUTING ......~......~..‘....*..................................=........................~.~...230-l INTRODUCTION.. ..............................................................................................230-lFEATURE OPERATION ........................................................................300-I INTRODUCTION.. ..............................................................................................300- 1 A.SOMEBASICS............................................................. .I.: ...................300-l B.GETTINGSTARTED.......................................................................... ...300- 2 ,’-....+ .: . . VOICE MESSAGING OPERATION ..................................................31 o-1INTRODUCTION.. ..............................................................................................31 O-lVOICE MESSSAGING.......................................................................................31 O-l A.SYSTEM ACCESS.. ...........................................................................31 O-2B. RECORD NAME ................................................................................. 31 o-4C. PASSWORD .........................................................................................31 o-5D. GREETING .........................................................................._...;:.........310-6 E.RETRIEVINGMESSAGES................................................................310-7 F.SENDING A MESSAGE......................................................................310-9 ....G.REPLY TO SENDER...........................................................................310-10 H.STATE................................................................................................31 O-l 1 I.MESSAGE NOTIFICATIONi...310-12I’........................................................... J.EDIT TIMEPERIOD.. .........................................................................310-14 K.SEND MESSAGE TO DISTRIBUTIONLIST......................................310-15AUTOMATED AlTENdAiT OPEiATlON. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320-l INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ;. . . . . . . . . . . ;.320-1 A. ,. B. c. D..SYSTEM ACCESS ...........t..................................................................320-2 PASSWORD.......................................................................................320- 3CALL TRANSF,ER OPTIONS.............................................................320-4 CALL SCREENING............................................................................320-5CALL HOLDING .................................................................................320-6CALL FORWARDING ..:......................................................................320-7SECTION 330MENU ROUTING OPERATION . . . . . ..~........................~.......‘................330-l : 330.1 *INTRODUCTION . . . . . . . . . . . . . . . . . . . . v . . . . . . . . 1.: . . . . . . . . . . . . . . . ~ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330-IA. PREPARATION ,...............: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33051330.2MENU ROUTING . . . . . . . . . . . . . . . . . . . . . . .../.. ::: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..*................. 330-3A. CREATE . . . . . . . . . . . . . . . . . . . . . . . . ;: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ,:;...330-4 _J .B. DELETE. . . . . . . . . ..d....................... * . . . . . . . . . . . . . * rn........................................... 330-4. C. EDIT . . . . . . . . . . . . . . . . . . . . . . . . . . ..~....~~~...............~...............................................330+D. ,KEY ,ACTIONS. . . . . . . . . :: . . . . . . . :! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330-7E. SAMPLE MENUS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...330-9330.3 SElTlNGS .’ ‘- . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330-12..4A. CANNED MENUS; s 1. f. . . . . . . . . . . . . . . . . . * . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . * . . . . . . . . . . . . . 330-13.
STARPLUS @ AVP TECHNICAL MANUALTABLE OF CONTENTS._“. I’ . SECTION 600 600.1600.2 600.3 SECTION 610 610.1610.2 610.3 SECTION 620 620.1620.2 620.3DATABASE ADMINISTRATION .......................................................600-l INTRODUCTION.. ..............................................................................................600-lOPERATION ......................................................................................................600-2 A.NONMULTI-TASKINGSYSTEM.......................................................600-2 B.MENUITEMS.....................................................................................600-3 C.KEYBOARDCOMMANDS....I............................................................600-4MULTI-TASKING ...............................................................................................600-4 A.INTRODUCTION................................................................................600-4 B.USING THE MULTI-TASK CONTROLLER SCREEN........................600-5 C.MULTITASKING PROGRAMMING....................................................600-6CONFIGURATION ....................................................................................61 O-lINTRODUCTION.. ..............................................................................................61 O-l A.REGISTRATION.. ...............................................................................61 O-2 B.PHONESYSTEMMENU...................................................................61 O-3C. DIALING PREFIXES ..........................................................................61 O-4 D.FEATUREPREFIXES.. ......................................................................61 O-5 E.HANGUPDETECTION.....................................................................610-7 F.AUTOMATICDETECTION.................................................................61 O-9 G.CONFIG.SYS FILE.............................................................................610-g SYSTEM............................................................................................................61 O-l 1 A.CALL OUT LINES.. ..............................................................................61 O-l 1 B.LOGGING...........................................................................................610-12 C.BLOCKAGE GROUPS.......................................................................610-13 D.RW&FF SPEED.. ................................................................................61 O-l 4 E.OTHER SETTINGS............................................................................61 O-l 4 F.INPUTLENGTHS...............................................................................610-15G. WORK HOURS ..................................................................................6 l.?$&--H.VOICE CHANNELS............................................................................610-k I.LANGUAGE........................................................................................610-17 LOWLEVEL.. .....................................................................................................610-17MODULES . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..~..............*..*............*......................................620-l INTRODUCTION ................................................................................................620- 1GLOBAL SETTINGS ........................................................................................ ..620- 1 A.INITIATECHANNELS.. ......................................................................620-2B. NUMBER OF RINGS ..................................................................,~~~,..~ .,620-4 C.RETRIES AND TIME-OUTS..........................;;.........................:.:“:.-.....620-5. D.CLASS OF SERVICE.. .......................................................................620-6 E. SYNCHRONIZE PASSWORD ...........................................................620-l 1 F.DISABLE THANKYOU......................................................................620-l 1VOICEMESSAGING .........................................................................................620-l 2 A.MAILBOXMAINTENANCE ................................................................620-l 2 B.CREATEMAILBOX............................................................................620-l 3C. CREATE RANGE ...............................................................................620-14 D.EDIT MAILBOX..................................................................................620-l 5 E.TIMEDSETTINGS.............................................................................620-16 F.DELETE MAILBOX.............................................................................620-l 9 G. DELETE RANGE ................................................................................620-20 tIssue 1, April 1992III
TABLE OF CONTENTSSTARPLUS @ AVP TECHNICAL MANUAL 620.4 620.5 620.6 620.7 620.8 7 c,& 4j20.9 .620.10 5 .:... ; Vm 620.11. .32’ .. .. G< i, -,;~~620.12 SE-ITINGS.........................................................................................................620-21 A.MESSAGE CLEANUP TIME.. .......................................................... ..620-2 1 B.QUICK JUMPKEY.. ...........................................................................620-22 C.VOICEMESSAGINGOPERATOR....................................................620-23 D.0FOROPERATOR.............................................................................620-24 E.SET MINIMUMRECORD.............en....................................................620-25 F.DELETESTATISTICS........................................................................620-25 G.STATISTICS ON/OFF........................................................................620-2 5 H.MESSAGE WAITING(RS232) ...........................................................620-25CUSTOM PROMPTS.. ......................................................................................,620-26 A.SELECT CUSTOM GREETING....................................I.................:..620-2 7DISTRIBUTION LISTS .......................................................................................620-30 A.EDIT DISTRIBUTION LISTS..............................................................620-31 B.CLEARDISTRIBUTIONLISTS..........................................................620-3 2 C.RECORDDESCRIPTIONS.. .............................................................,620-33AUTO A-ITENDANT..........................................................................................-620-34 A.EXTENSION MAINTENANCE...........................................................,620-35 B.CREATEEXTENSION.......................................................................620-36 C.CREATERANGE...............................................................................620-37 D.COPYMAILBOXINFORMATION......................................................620-37 E.EDIT EXTENSION..............................................................................620-38 F.DELETEEXTENSION........................................................................620-42G. DELETE RANGE ................................................................................620-43SETTINGS .........................................................................................................620-43A. OPERATOR .......................................................................................620-4 4B. 0 FOR OPERATOR ............................................................................620-45C. OUTSIDE TRANSFER .......................................................................620-46 D.MAXIMUM HOLD COUNT.................................................................620-47CUSTOMPROMPTS.. .......................................................................................620-48 A.RECORDCUSTOMGREETING.......................................................,620-49 B.RECORDCUSTOMINSTRUCTIONS...............................................620-51COMPANY DIRECTORY ...................................................................................620-52 A. TOGGLE ON/OFF ..............................................................................620-54 B.INVOKINGEXTENSION....................................................................620-54C. SET KEYS NEEDED ..........................................................................620-55 D.INCLUDE NAMES..............................................................................620-55 E.TYPE OF DIRECTORY......................................................................620-56 F.BUILD DIRECTORY...........................................................................620-57MENU ROUTING ...............................................................................................620-58A. PREPARATION ..................................................................................620-58 B.CREATEMENU.................................................................................620-60 C.DELETEMENU..................................................................................620-60D. EDIT MENU .......................................................................................,620-61 E.KEY ACTIONS...................................................................................620-63 F.SAMPLEMENUS...............................................................................620-65 SElTINGS.........................................................................................................620-68A. CANNED MENUS 620-69.............................................................................. . IVIssue 1, April 1992
STARPLUS @ AVP TECHNICAL MANUAL TABLE OF CONTENTS SECTION 630 630.1630.2 630.3 630.4 630.5 630.6 SECTION 640 640.1SECTION 650 650.1REPORTS .....................................................................................................630-l INTRODUCTION.. ............................................................................................ ..630- 1 A.RANGE SETrINGS............................................................................630-lSYSTEM REPORTS ..........................................................................................630-3 A. CHANNEL ACTlVlTi REPORT..........................................................630-3 B.MAILBOX ACTIVITY REPORT..........................................................630-4C. EXTENSION ACTIVITY REPORT .........................I............................630-5 D.MENU USAGE.DETAIL AND SUMMARY.......................................630-6 E.BLOCKAGE REPORT.DETAIL AND SUMMARY............................630-7F. CALL-OUT ACTIVITY ..............................................................:..........630-gG. NOTIFICATION ..................................................................................630-10 SE-lTINGS.........................................................................................................630-12A. MAILBOX SETTINGS .......................................................................,.630-l 2 B.EXTENSIONSETTINGS....................................................................630-l 3C. MENU SETTINGS ..............................................................................630-14D. SYSTEM SElTINGS..........................................................................630-15 E. CHECK OUT ......................................................................................630-15 DIRECTORIES ...................................................................................................630-l 6 A. MAILBOX DIRECTORY .....................................................................630-16 B.MAILBOX BY NAME..........................................................................630-l 6 C.EXTENSIONDIRECTORY ................................................................630-l 7 D.EXTENSION BY NAME .....................................................................630-17 LOGS .................................................................................................................630- 18A. ERROR LOG ......................................................................................630-18B. SYSTEM LOG ....................................................................................630-18C. CUSTOM LOG- DETAIL .....................................................................630-19 D.CUSTOMLOG.SUMMARY..............................................................630-l 9CURRENT MESSAGES ....................................................................................630-20 A.MAILBOXMESSAGE.DETAIL..........................................................630-20B. MAILBOX MESSAGE SUMMARY .....................................................630-21UTILITIES .....................................................................................................640-l INTRODUCTION ................................................................................................640- 1A. RECORDING STUDIO .......................................................................640- 2B. SCREEN TYPE ..................................................................................640-4C. COLORS ............................................................................................640-4D. SYSTEM .............................................................................................640- 5E. DATABASE CLEAN UP .....................................................................640- 6F. UPDATE SETTINGS ..........................................................................640-6HOUSEKEEPING .....................................................................................650- 1INTRODUCTION ................................................................................................650- 1A. IMPORT DATA ...................................................................................650- 1B. PASSWORD .......................................................................................650-2Issue 1, April 1992
TABLE OF CONTENTSSTARPLUS @ AVP TECHNICAL MANUAL STARPLUS@ AVP Issue Control SheetISSUE NUMBERISSUE DATECHANGE 1April 1992Initial Release VIIssue 1, April 1992
STARPLUS @ AVP TECHNICAL MANUALINTRODUCTION SECTION 100 INTRODUCTION 100.1INTRODUCTIONThis manual is meant to be an instructional tool for system admin- istrators and technicians. It describes how to install, program, and maintain the various Starplus AVP applications. In this chapter we will discuss: lStarplus AVP operational concepts - lThe Starplus AVP component modules lSystem configuration and sizing lStarplus AVP hardware components lAttaching Starplus AVP to your phone system The Starplus AVP is a family of call processing products designed to increase the productivity of your telephone system. The Star-plus AVP is comprised of independent software modules that per- form separate and distinct functions. These functions are Voice Messaging, Auto Attendant, and Menu Routing. Voice Messaging allows users to send and receive messages. Auto Attendant al- lows callers to be directed to extensions without the need for a live operator. Menu Routing allows you to create custom mulatto level menus that allow callers to be routed based upon DTMF re- sponses entered by the caller. All Starplus AVP systems, regard- less of port/hour capacity provide these three features. The system can be set up so that callers may always have the option to go to a live operator. The Starplus AVP has predefined settings that enable it to integrate with the Starplus telephone systems quickly and easily. In addition, the Starplus AVP can integrate with other manufacturer’s phone systems and PBX’s.The Starplus AVP is a microcomputer (PC) based product with special voice boards installed. The voice boards are specialized hardware items that digitize human speech, store and retrieve speech files from the hard disk, and provide the interface between the phone system and the computer. The voice boards enable Starplus AVP to answer the phone and play back recorded mes- sages. A caller communicates with the Starplus AVP system by pressing keys on a touch-tone telephone. The Starplus AVP lis- tens for this input and then makes an appropriate response. In a typical configuration, the Starplus AVP is connected to a Star-plus telephone system via the SLT or OPX ports which connect to the voice boards. When a call is sent from the phone system to the computer, the Starplus AVP will answer the phone and greet the caller. The call is then processed in terms of specific call han- dling procedures. Issue 1, April 1992100-l
INTRODUCTIONSTARPLUS @ AVP TECHNICAL MANUAL The Starplus phone system and the AVP integrate via In Band in- tegration. This integration allows the phone system to send the ex- tension number and other information to the AVP in the form of DTMF digits before the caller is connected to the AVP system. This allows callers to go directly to the called person’s personal greeting without the caller having to enter the mailbox number. For system users, this means by dialing the voice mail group code they will be prompted to enter there password. The Starplus AVP is made up of several programming compo- nents. Each component has a specific function. The first five com- ponents are located in the database administration program and are accessed through it. The last two are run time screens that are presented while the system is running. The programming mode does not have to be entered to view these last two items. lConfiguration - is used to set the various parameters that provide the interface between the phone system and the computer. lModules - define the type of telephone automation that Starplus AVP runs. lReports - provide complete administrative and manage- ment information that analyzes system performance and use. lUtilities - are special functions that include a recording stu- dio, diagnostics, screen color settings, and system up- grades. lHousekeeping - controls various disk management func- tions. lRun-Time Screens - show blockage, usage, and events in real-time. lMulti-Tasking - allows other DOS programs to run on the same PC as Starplus AVP. This can only be utilized on 386 machines. The Starplus AVP combines the best of two worlds. It has easy-to-use pull-down menus that provide a simple user interface. In addi- tion, it has the underlying flexibility of a development language that provides a vehicle for the design and development of any tele- phone automation application you can imagine. Starplus AVP has been designed with the ability to grow and expand with your busi- ness. . -3 ,;’ .;::... -’ 100-2Issue 1, April 1992
STARPLUS @ AVP TECHNICAL MANUALINTRODUCTION 100.2 MODULESThe Starplus AVP product line consists of software modules that are designed to perform specific functions. Modules are telephone automation applications that have been written in a high level de- velopment language. The Starplus AVP is a platform for running telephone automation applications. We refer to Starplus AVP as a platform because by itself it can do very little. It simply provides the foundation for running the Modules. The modules provided with each Starplus AVP system are the Voice Messaging, Auto At- tendant, and Menu Routing modules. -Modules run as stand-alone applications or they can be combined to implement more sophisticated call processing routines. For ex- ample, Auto Attendant can answer a call and transfer it to the proper extension. If the called party is unavailable, the voice mes- saging module (Voice Messaging) can record the caller’s mes- sage.Menu Routing allows modules to be run from voice menus. A menu gives the caller a selection of choices to choose from. For example, the caller might hear the following: “Thank you for calling, please . ..‘I“Dial 1 for sales.“, “Dial 2 for customer support.“, “Dial 3 for prod- uct information.“,“Dial 4 to find a dealer in your area.” Menus can also be multi-leveled. To use the above example, if a customer dials 4 to find a dealer, he might hear the following: “To locate a dealer, please “, “Dial 1 for retail dealers.“, “Dial 2 for wholesale dealers.” The system takes action based upon the digits dialed and what that digit is programmed for. 100.3 HARDWARE A. BASE UNITSThe Starplus AVP base hardware is offered in two (2) platforms, a three (3) hour’base unit or a seven (7) hour base unit. These base units include the following components: lAT 286 12 Mhz CPU card with two (2) megabytes RAM (random access memory) lSix (6) slot PC enclosure l3.5” Floppy drive and diskette holder l40 Megabyte (3 hour) or 80 Megabyte (7 hour) SCSI hard drive lMonochrome video card l SCSI controller card l Monochrome monitor Issue 1, April 1992 100-3