Vodavi Starplus Automatic Voice Processing Technical Manual

							STARPLUS @ AVP TECHNICAL MANUALMODULES
It is a replica of what you will see when you edit your Menu Rout-
ing menus. Again, the idea is to put your thoughts on paper first.
When you make mistakes, they can be easily changed.
You will build and define menus from the Edit selection.
Highlight Menu Routing in the Modules sub menu and press [EN-
TER]. The Menu Routing sub menu 
wjll be presented.
PIRINT ~525100v+3.10aConfigurationModulesReportsUtilitiesHouseKeepingIIEsc: back a menu
Return: selects++:back a menutl:moves bar
n Menu Maintenance 
- is used to create, delete, or edit
menus
n Settings 
- is used to define the timers and counters that re-
set the menu state in the event of a caller time-out or series
of incorrect dial pad entries.
1.When you enter the menu, Menu Maintenance will be high-
lighted. Press [ENTER] again to display the Menu Routing
Maintenance menu.
Three maintenance options are available:
n Edit Menu 
- is used to edit a new or existing voice menu
n Create Menu 
- is used to create a new voice menu
n Delete Menu 
- is used to delete an existing voice menu
As with the other 
Starplus AVP modules, you must first create a
menu before you can edit it.
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B. CREATE MENUSelect Create from the Menu Maintenance menu and the Create
data entry screen will be presented.
PlAINT sn525100ConfigurationnodulesReportsUtilitiesv+3.10aHouseKeepingC. DELETE MENUEsc: back a menu
Return: selectstl: moves barBackSpace: edits
1.
2.Enter up to eight characters that describe the menu. The
name should be descriptively recognizable so that later you
can select it from a list and know what its about without look-
ing at it.For example, a menu that will be used as an introduction
when a call is first answered might be called INTRO, FIRST,
or LEAD-MNU. Note that all menus are automatically as-
signed a .MNU DOS extension. Also, any spaces are con-
verted to underscores.
After pressing 
[F9] you will be put into the edit screen. See
EDIT MENU in this section.
If you want to remove a menu that is no longer needed use the
Delete option.
PIAINT sn525100
ConfigurationtlodulesReportsUtilitiesV3.10.sHouseKeeping
1.Select Delete from Menu Maintenance and an inset listing of
existing menus will be presented.
2.Move the highlight bar to select the menu that is to be de-
leted and press [ENTER].
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							STARPLUS @ AVP TECHNICAL MANUALMODULES
D. EDIT MENUBe very careful with this option. Once a menu is deleted it is no
longer recoverable.
The Edit function is used to edit both new and existing menus. To
display the Edit screen select Edit from Menu Maintenance. An in-
set listing of existing menus 
Will be presented.
1.Highlight the menu that you wish to edit and press [ENTER].
The Edit Menu screen will be presented. If it is a new menu
being edited, the data entry fields will be blank. If it is an ex-
isting menu, entries will already be provided.
The Edit screen is made up of several sections. At the very top of
the screen is the name of the menu. Below this, the comment line
is used to enter a remark. This is usually a brief statement as to
the purpose of the menu. For example, description of product in-
formation or transfers of bank funds. It might also be used to re-
mind yourself of a special message like need to complete this by
Tuesday.
IIAINT sn525100ConfiaurationnodulesRePorts
-langUp Line-langUp Line-langUp Line-langUp Line-langUp Line-langUp Line
Esc: back 
a menuReturn: selectstl: moves barBackspace: edits
Below this, Previous Menu lists the menu that calls up this one (if
there is one).
2.Press [ENTER] to select from a list of menus.
If the menu does not yet exist, you can Create it by pressing
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[F9]. Otherwise, move the highlight bar to select the menu
and press Enter. 
[ESC]aborts the entry.
Next, is the Prompts field. Each menu has three special voice files:
w Introduction is played only once; when the caller enters the
menu and it is always played first. The introduction is often
a greeting or special message. For example, Thank-you for
calling The Corner Grocery..
n Description sometimes contains special information, but
usually is the main topic of the menu. It is played right after
the Introduction.
An example of a special message that changes regularly
might be, Don’t miss our special of the week; turkey cutlets
for twenty five cents a pound..
An example of a main topic is a product description. As-
sume there is a previous menu that says, Dial 1 for informa-
tion on product A, dial 2 for information on product B.... The
information on product A would be recorded in the Descrip-
tion prompt.
n Instructions 
- includes the basic instructions on how to use
this menu. This file is always played right after the Descrip-
tion.For example, Please dial 1 for administration, 2 for support,
3 for instructions or stay on the line and an operator will be
with you momentarily. Almost all menus have Instructions.
Usually the first menu in a multi-level structure has an Intro-
duction and Description. However, It is not mandatory to
have these prompt files and their existence is dependent
on the application design.
3.Move the highlight bar to Prompts and press [ENTER] to se-
lect from a list of previously created voice prompts.
If the prompt file has not yet been created do the following:
l Press 
[F9]
lEnter the name of the file and press [ENTER]. (Use a de-
scriptively recognizable name.)
Select Record Over from the Operations list and follow the screen
directions. (See 
Utilities\Recording Studio for complete instruc-
tions).
Note that all Introduction prompt files have an Hvx DOS exten-
sion, Description files have Mvx, and Instructions have Ivx.
The bottom part of the screen is concerned with Key Actions.
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							STARPLUS @ AVP TECHNICAL MANUALMODULES
E. KEY ACTIONSKey actions define the response that is invoked when a particular
key is selected.
Note!There is a field for each dial-pad key and a special field la-
beled time-out. The time-out field is used to describe what hap-
pens when the caller fails to do anything.
To define an action, move the highlight bar to select the key and
press [ENTER]. The following menu is displayed:
tlAINT sn525100v+3.10aConfigurationtlodulesReportsUtilitiesIHouseKeepingI
Fluto FlttendantVoice nessagingCustom llodulezHangup the Line
Play Description
Play Instruction
Say a 
nessageInvalid Key
I--lEsc: back a menuReturn: selects++: back a menutl: muves bar
1.Move the highlight bar to select an action and press [EN-
TER]. A description of the action appears next to the key.
n Run Another Menu 
- executes the menu selected.
n Auto Attendant 
- is used to transfer a call through either a
direct transfer, a request for the caller to enter an extension
number, or by means of a start key. If you select Auto Atten-
dant, 3 transfer options will be presented:
Direct Transfer 
- select this option to automatically route a
caller to a specific extension. Choose the appropriate exten-
sion from a listing of extensions that is presented when the
option is entered.
Request Extension 
- choose this option when you want
Starplus AVP to request that the caller enter a specific ex-
tension to which the transfer is to be made.
Start Key 
- choose this option to designate a specific key
to be the beginning digit of an extension number. For exam-
ple, if all of your office extensions begin with 1, 2, or 3, you
can set these specific keys as start keys. When a caller en-
ters the extension number, Menu Routing will automatically
know by the first key pressed that it is an extension and will
automatically pass the extension number to Auto Atten-
dant. Your instructions would read Enter the extension of
the person you wish to reach or press (for example) 4 for
sales,n Voice Messaging 
- is used to record the caller’s message
by either sending him directly to a default mailbox, request-
ing him to enter a mailbox number, or by means of a start
key. If you select Voice Messaging, 3 transfer options will
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be presented:
Direct Transfer 
- Select this option to automatically route a
caller to a specific mailbox. Choose the appropriate mail-
box form a listing that is presented when the option is en-
tered.Request Mailbox 
- chpose this option when you want Star-plus 
AVPto request that the caller enter a specific mailbox
to which the transfer is to be made.
Start Key 
- choose this option to designate a specific key
to be the beginning digit of an mailbox number. For exam-
ple, if all of your office mailboxes begin with 
1, you can des-
ignate this specific key as start keys. When a caller presses
1, Menu Routing will automatically know by the key
pressed that it is a mailbox number and will automatically
route the call. Your instructions would read, Enter the mail-
box number of the person you wish to reach, or press (for
example) 4 for sales
n Other Modules 
- allows you to select from a list of special
modules.
n Custom Modules 
- other modules that Starplus AVP sup-
ports.n Hang-up the Line 
- plays the message thank-you for call-
ing, and the caller is disconnected. For example, a menu
might include this option at the end of a list, press 1 for
sales, 2 for support, #to return to the previous menu, and 9
to disconnect.
n Play Description 
- replays the Description prompt followed
by the Instruction prompt. For example, to listen again to
the specials of the week, press 4”.
n Play Instruction 
- replays only the Instructions prompt. For
example, To hear this menu again press 
*.n Previous Menu 
- takes the caller back one menu as speci-
fied in the Previous Menu field at the top of the screen.
n Say a Message 
- can be any type of information. The mes-
sage is not restricted in recording length. Therefore, it can
be a brief description or a lengthy discussion. However, in
general, do not record main topics here. That information is
reserved for the Description prompt which has greater flexi-
bility.Note!The Instruction prompt file is always repeated right
after the Say message.
n Disable Key 
- pressing a key with this action has no affect
at all. It’s as if the key were never pressed.
n Invalid Key 
- plays the message invalid key, and then re-
peats the Instructions prompt.
n To Operator 
- transfer caller to operator by doing a blind
transfer to 0.
n Record Prompts 
- allows caller a caller to re-record
prompts for a menu. The caller, after pressing the key asso-
ciated with this action, is prompted for the system pass-
word 2275. The Introduction, Description, Instructions, or
-\: ’,i’
-j:;;
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							STARPLUS @ AVP TECHNICAL MANUALMODULES
F. SAMPLE MENUSany say file attached to a particular key can then be edited,
This feature is useful for menus that are changed often.
Let us take a look at a typical menu. The name of the 
menu,lntro,is at the top. There is no Previous Menu since this is the top level.
The Introduction is a file called Intro. It is played once when the
call is answered. There is no Description to this menu, just a set of
Instructions. As soon as a caller enters a menu the voice files are
played, one after the next. The caller can interrupt the message at
any time by pressing a key. Keys 
#1 , #2, and #3 are Auto Atten-
dant start keys. Anytime a caller presses one of these keys, 
Star-plus AVP will assume that it is the first digit-of an extension
number and will automatically route the call when the remaining
digits are entered.
flAINT ~1525100v+S.lOaConfigurationflodulesReportsUtilitiesHouseKeepingII
Ruto RttendantStartFIuto Rttendant
Auto Rttendant Start
I -- . 
-I-’ ---IEsc: back a menuReturn: selectstl: moves barBackSpace: edits
Key 
#7 is Voice Messaging alone, while the rest of the Auto Atten-
dant keys (Time-out, 0, 4, and 5) have extension numbers. This is
because key 
#5 is a transfer by requesting the caller for the exten-
sion number. The others involve direct transfers to departments.
For example, for sales dial 
3....Note that the * and # keys perform special editing functions and 0
sends the caller to a live operator.
The Time-out key, as well as the 
#O, key are direct transfers to the
operator. Key 
#4 and Key #5 are direct transfers to other exten-
sions. Key 
#7 will permit a caller to leave a voice message in any
specified mailbox.
Key 
#4 takes the caller to a secondary menu.
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The name of this menu is Product and it is accessed by pressing
key 
#4 from the Intro menu as described on the page before. The
Comment field describes the purpose of the menu..‘i.i:
NAINT sn525100v+3.10aConfigurationllodulesReportsUtilitiesIHouseKeepingI
flenu INTRO
nenu SPFIUP
BUoice llessaging2000-Hangup Line .
Esc:back a menuBackspace: edits
Neither an Introduction prompt nor a Description prompt is
needed. There isn’t any need for one. The purpose of this menu is
to find out what product information the caller is after: 
StarplusAVP. This is done by Instructions to press the appropriate key.
Note that the # key takes the caller back to the Intro menu.
Key 
#3 is Voice Messaging followed by a mailbox number. If you
look at the previous menu, Key 
#7 lists Voice Messaging alone.
The difference is that the previous menu sends the caller to voice
messaging and asks him to enter a mailbox number, while here
the caller is defaulted to a specific mailbox.
Key 
#9 allows the caller to disconnect.
Let’s look at a menu on a deeper level.
This menu is called 
Starplus AVP and it is accessed by pressing
#l from the Previous Menu, Product. This menu is concerned with
giving the caller detailed product information on the 
Starplus AVP
line.There is no Introduction, but there is a long Description. The 
func-
nAII4T sn525100v+3.10a
ConfigurationnodulesReportsUtilitiesIHouseKeeping1
Send toOperator
]iI
’ F--UP”‘-‘s ‘. *I
_.
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							STARPLUS@ AVP TECHNICAL MANUALMODULES
tion of the Description is to provide a general overview of 
StarplusAVP. This recording lasts for about two minutes. The instruction
prompt tells the caller how to use the menu and, of course, it is
played right after the Description. By recording the Description
and the Instruction separately, it is possible to replay the instruc-
tions without subjecting the caller to the long presentation on 
Star-plus AVP. That’s exactly what is accomplished by press the * key.
The Say action on keys 
#l #2, and #4 provides more detailed
product information. When Say is activated the associated voice
file is played followed by the instructions. It is interesting to note
that we could have defined these keys as other Menus and then
used the Description prompt to play a message. However, since
the instructions for each of those menus would have been the
same as this one, we opted to use Say in order to streamline the
menu design.
620.12 SETTINGSSelect Settings from the Menu Routing menu to display the follow-
ing:
tlAINT sn525100u+3.10aConfigurationtlodulesReportsUtilitiesHouseKeepingI
I
Esc:back a menuReturn: selects++:back a menutl:moves bar
These items are the default values if the retires/time-outs entries
on each menu are not entered.
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lMenu Retries: is the number of invalid entries allowed for
all menus if no retry value is entered on a menu. If this
number is reached the following prompt is played, Please
call the account supervisor for assistance and the call is
disconnected.
nAIt4T sn525100v+3.10aConfigurationnodulesReportsUtilitiesHouseKeeping1I
rflenu Rautin1flenu naintenance
IEsc: back a menuReturn: selectstl:BackSpace: edits
*Menu Time-out: is the maximum length of time the caller is
allowed to do nothing if no time out value is assigned on
the menu. If this value is exceeded, the instructions in the
Time-Out key action field are activated.
IIAINT sn525100v+3.10aConfigurationnodulesReportsUtilitiesHouseKeepingiI
nenu Retriesnenu Timeout
menu takes the default action.
This is only a default value.
Press ESC to 
save and exit.
Timeout:3 seconds
1.To set the these values, use the cursor Up/Dn arrow to incre-
ment or decrement the value.
Retry values can be set from 0 to 9 (recommended is 3).
Time-out values can range from 1 to 19 seconds (recom-
mended is 5 seconds).
2.[ESC] exits and saves your entry.
These values are the “defaults” in case the entries on each
‘3,
;’
.:menu are not entered. If there is a value in a menu, these pa-
; ’rameters are not utilized and the menu entry values are used.
lAuto Attendant is a canned menu provided with your Star-A. CANNED MENUS
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