Vodavi Starplus Automatic Voice Processing Technical Manual

							INTRODUCTIONSTARPLUS @ AVP TECHNICAL MANUAL
0 101 keyboard
. DOS 4.01
lDocumentation (1 Manual, 1 Administrators guide, 1 user
guide, 1 quick reference card)
These base units form the platform for the 
Starplus AVP. They are
high quality hardware components chosen for there trouble free
performance.
In addition to the above sizes, the 
Starplus AVP can be config-
ured as a custom unit. 
Starplus AVP custom units can be ordered
in port sizes from two(2) to twenty-four(24) and storage sizes of
three(3) to 
fifteen(l5) hours. These units both hardware and soft-
ware are configured individually.
B. VOICE BOARDS
(PORTS)The base units provide the basic platform and storage functions,
however, the voice boards must then be added to the base unit to
complete the hardware requirements. The voice boards are the in-
terface between the computer and the telephone system. The port
offerings for the 
Starplus AVP are:
l 2 ports
l 4 ports
. 6 ports
. 8 ports
Two types of voice boards are offered, a two (2) port version or a
four (4) port version. To obtain a six (6) port system, a two port
voice board as well as a four port voice board would be installed
in the system. There are typically three (3) slots in the enclosure
that may be used for voice boards. This means that a maximum of
twelve (12) ports can be obtained in the six slot enclosure. Three
voice boards each with four ports give a maximum of twelve ports.
DISK STORAGE
C. SYSTEM SIZE
The 
Starplus AVP is offered in three (3) or seven (7) hour storage
capacities. In addition, there is a 15 hour storage device available
also. The size of your disk drive is determined by the type of appli-
cation you are running. Applications involving voice messaging
and voice recording generally require the most disk storage
space. The storage time in the 
Starplus AVP takes into considera-
tion the drive space needed by the system software and DOS.
Specific factors that effect the amount of required storage include:
l Number of users
lNumber of messages per day
lAverage length of messages
lRetention period for each message
Starplus AVP can format about 55 minutes of voice recording per
10 meg of available disk space.
A good rule of thumb for applications involving voice messaging is
to allow 1 hour of storage (about 10 meg) for each 25 users.
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							STARPLUS @ AVP TECHNICAL MANUALINTRODUCTION
NUMBER OF PORTS
The 
Starplus AVP is offered in two (2), four (4), six (6), or eight (8)
port versions. The number of ports that your 
Starplus AVP system
needs can be estimated but not guaranteed. The number de-
pends on several factors. These include:
lThe Starplus AVP applications being run
l Time of day
lAverage length of call transaction
l Average and peak traffic load
_
lProbability of a busy signal
A conservative rule of thumb for voice messaging applications is
to estimate that each port supports 20 users.
There are, however, installations that support 75 users per port. In
environments where call routing is the primary operation, you can
estimate the amount of time needed to complete an average trans-
fer. If we assume that the amount of time to make a call transfer is
30 seconds, then a 4 port 
Starplus AVP system will be able to
route 8 calls per minute or about 480 per hour.
SOFTWARE
The standard software/hardware configurations for the 
StarplusAVP are:
l2port,3hour
l4port,3hour
l4port,7hour
l6port,7hour
l8 port, 7 hour
The 
Starplus AVP is not limited to the configurations listed above.
A custom system (both hardware and software) can be ordered.
This system can range from two to twenty-four ports and from 3 to
15 hours of storage.
D. OPTIONAL EQUIPMENT PRINTER
It is recommended that you use a parallel printer for your 
StarplusAVP application. Connect the printer to the software key on the
CPU board. Remember not to remove the software key or the
printer while the system is running.
POWER SUPPLY AND POWER SURGE PROTECTOR
For protection against transmission line fluctuations and power fail-
ures, install a power surge protector and UPS power supply.
These can be purchased from most computer dealers.
REMOTE PROGRAMMING OPTION
This allows remote programming of the 
Starplus AVP. The option
consists of a 2400 baud modem and the host end of Carbon Copy
communications software.
Issue 1, April 1992
100-5 
						

							INTRODUCTIONSTARPLUS @ AVP TECHNICAL MANUAL
F. INSTALLATION E. LOCATING THE
SYSTEMWhen choosing the location for the system consider such factors
as convenience, security, and environment. It is probably best to
place the system in the same room or close to the area where the
phone system is located. Provide a clean, relatively dust free
space with adequate ventilation. The room should have a stable
temperature and comply 
withthe computer manufacturer’s specifi-
cations.
‘-1,‘. 
,jThe computer needs to be connected to a reliable source of
power. Fluctuations in line voltage and power surges can impede
operation as well as damage the PC or its components.
There are several ways the 
Starplus AVP can be configured. Its in-
tended function will determine where it is installed in the tele-
phone network. The following are the most common installation
techniques.
BEHIND A 
STARPLUS PBX OR KEY TELEPHONE SYSTEM
This is the most common configuration. The 
Starplus AVP is in-
stalled behind the telephone system using single line (analog) ex-
tensions. These terminate at the voice boards on the back of your
Starplus AVP computer. The number of lines is dependent on the
size of your installation. All calls from the Central Office route
through the PBX first and then to 
Starplus AVP. When configured
in this manner, 
Starplus AVP supports the following:
lThe caller can be answered by a live operator and trans-
ferred to 
Starplus AVP for appropriate routing.
lAll calls can be answered directly by Starplus AVP for ap-
propriate routing.
lThe call is first directed to a live operator, but if the call is
not answered after a set number of rings the PBX can
send the call to 
Starplus AVP.
To help insure a smooth integration, the 
Starplus AVP contains
pre-defined settings for each of the 
Starplus phone systems. The
systems are the 
2448Ex, 96EX, SPD1428, SPD2856, and the
SPX. When connecting the 
Starplus AVP to a Starplus phone sys-
tem selecting one of these will load the correct interface settings.
Loading these settings automatically creates a list of mailboxes
and extensions to match the phone systems default programming
(SPX matches the default data disk shipped with the manual). The
correct feature prefixes and four (4) pre-defined class of services,
as well as loading the correct tone cadences for call analysis func-
tions.DIRECTLY TO THE PHONE LINE
The 
Starplus AVP can be connected to the phone lines directly, if
desired. This method is not as flexible as behind a phone system
but it is possible. The caller will have to manually enter the mail-
box number. Also, call transfers are not possible unless the lines
are 
centrex lines in which case transfers to other centrex lines is
possible.
.
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							STARPLUS @ AVP TECHNICAL MANUALFEATURE DESCRIPTION
SECTION 200
FEATURE DESCRIPTION
200.1INTRODUCTIONStarplus AVP is a powerful tool for telephone automation. The
AVP is capable of Voice Messaging, Auto Attendant, or Menu
Routing operation or any combination of these features.
200.2 VOICE
MESSAGING
A. PASSWORD
B. GREETING
C. RETRIEVING
MESSAGESVoice Messaging allows users to send and receive voice 
mes-sages. The following features are available with the Voice Mail
Module on the 
Starplus AVP.
To prevent unauthorized access to mailbox feature settings, each
mailbox can have its’ own password. The password can be
changed as often as you like. It is a four digit number unless you
are told otherwise by the system administrator. If you forget the
code, the administrator can reset it.
The greeting is a personal message that a caller hears when they
dial your mailbox. The greeting usually tells the caller that you are
not available, when you can be reached, and how to record a mes-
sage. If you do not record a personal message, the system plays
a default greeting.
When messages are retrieved, new messages are played back
before previously saved messages, and they are played in the or-
der they were received. The oldest message is played first. Fea-
tures can be accessed at any time. It is not necessary, to wait until
the end of the message. Note that if you hang up without doing a
delete or save, your messages are automatically saved in the
same state as they were when you accessed the mailbox.
After you have finished listening to the message the following op-
tions are available:
n Forward 
- Allows you to pass the message along to another
mailbox owner. To use this feature you must know the mail-
box number of the person you want to forward the mes-
sage to. An option of this is the ability to pass the message
along to another mailbox owner adding your own com-
ments (pre-amble) in front of the message. The person re-
ceiving the forwarded message will hear your pre-amble
followed by the forwarded message.
n Reply 
- Is used to respond directly to the person who left
you the message without having to enter a mailbox num-
ber. To use this feature, the message must have been sent
from another mailbox owner.
n Date/Time 
- Gives you the date and time that the message
was sent. The system automatically attaches this informa-
tion to each message.
Issue 1, April 1992
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							FEATURE DESCRIPTIONSTARPLUS @ AVP TECHNICAL MANUAL
E. STATE
F. MESSAGE
NOTIFICATION D. SENDING A MESSAGEThis allows users to record and send messages to other mailbox
users in the AVP system. The following features are available
when sending messages:
q Replay the message, allows you to listen to the message
you just recorded.
w Cancel the message, allows you to terminate the send op-
eration.n Re record the message, allows you to record the message
over again if you are not satisfied with the current one.
Messages may be sent to other mailboxes in the system or a list
of mailboxes called a distribution list..
The mailbox State determines how the system handles a call
when someone tries to leave a message. Usually, this means play-
ing the called party’s personal greeting and then prompting the
caller to leave a message. However, several other feature selec-
tions allow the call to be handled differently. The mailbox user
may change this through their mailbox access. This allows each
mailbox user to set up and maintain their own state preferences.
Below are the selections available and a description of what they
are used for:
w Normal - Plays personal greeting and then takes the
caller’s message.
w Off - disables the mailbox and caller hears, “This mailbox is
not available. Press 1 to try another mailbox or 0 for an op-
erator.”
w Greeting only - plays the personal greeting only and then,
“Press 1 to try another extension or 0 for an operator.”
n Forward to an extension 
- transfers the call to an extension
instead of taking a message.
n Forward to a mailbox 
- transfers the call to another mailbox
instead of this one. For example, in the evening a sales de-
partment might want messages left in a generic mailbox
with common password access.
w Forward to a menu - transfers the caller to a custom de-
signed menu with a number of selections.
This instructs the system to contact you on receipt of a message
by dialing an alternate phone number or activating a paging de-
vice. This allows you to receive your messages immediately or at
some set time when you are away from your office. The settings
may be changed by the user in their mailbox. This allows the user
to customize their notification schedule for maximum flexibility.
The following selections are available with notification:
w Play - is used to hear the current settings.
w Off/On - turns this feature off/on.
w Immediate/Timed - toggles the type of notification you want.
n Timed 
- is used to set the reminder time.
n Number 
- is used to set the number where you can be
reached. This number can be an internal extension, outside
phone number, or digital pager.
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							STARPLUS @ AVP TECHNICAL MANUALFEATURE DESCRIPTION
When the system calls you it will say, “I have a new message for
(Your Name). Please enter your password to accept the mes-
sage.” Of course, you can access your messages manually at any-
time. However, if you are expecting an important message or do
not plan to be in the office, this feature provides added flexibility.
If you are not available when the system tries to reach you, it will
redial periodically until you receive the message.
G. EDIT TIME PERIODEdit Time Period allows the mailbox owner to edit mailbox settings
for: Daytime, Evenings, Weekends, and Holidays. The items that
may be changed are the greeting, name, password, or the other
settings selection. These items can be different for all the time pe-
riods.H. DISTRIBUTION LISTSThis feature allows users to create a message and send it to a dis-
tribution list. A list may be up to twenty (20) mailboxes. There are
100 distribution lists in the system. The lists may be connected to-
gether to obtain more than 20 total mailboxes. To use this feature,
the Lists setting in Class of Service must have been set to either
Personal or System. The lists are set up in programming portion
of the system. The lists are set up as “pseudo” mailbox numbers.
For example, if the system mailbox numbers are 100-l 58, the dis-
tribution list numbers may be 500599. This enables a user to en-
ter a list number as they would a mailbox.
200.3AUTOMATED
AlTENDANTThis feature allows the AVP to answer calls and transfer them to
an extension based upon what digits the caller dialed. This re-
lieves the telephone load on receptionists. The caller can always
reach a live operator by dialing a programmed digit (usually 0). In
addition the auto attendant module can provide a company direc-
tory so that callers may dial by name to be transferred to the de-
sired party. This module also supports call screening. This
requests that callers say their name, the system will then call you
and play the person’s name. At this point you can accept or reject
the caller by dialing a digit.
A. SYSTEM ACCESSSystem access allows you to set and edit the special features that
come with the automated attendant.
B. PASSWORDYou access extension features like you do for voice messaging;
by dialing into the system, pressing the key, and then entering
your password.
To prevent unauthorized access to your extension feature set-
tings, the password can be changed as often as you like. It is a
four digit number unless you are told otherwise by the system ad-
ministrator. If you forget the code, the administrator can reset it.
C. TRANSFER OPTIONSWhen 
Starplus AVP forwards a call to your extension the transfer
can be one of three methods. The user may change these meth-
ods through extension maintenance. This allows the user to cus-
tomize their extension for maximum flexibility. The call transfer
methods are:
Issue 1, April 1992200-3 
						

							FEATURE DESCRIPTIONSTARPLUS @ AVP TECHNICAL MANUAL
n Supervised 
- Starplus AVP monitors the transfer. If you do
not answer, the call is forwarded.
D. CALL SCREENING
E. CALL HOLDING
F. CALL FORWARDING
H Unsupervised - Starplus AVP does not monitor the transfer.
The call is not forwarded in the event you do not answer.
n Immediate Forward 
- Starplus AVP forwards the call imme-
diately without trying to reach the extension.
If the transfer is supervised or forwarded 
immed‘iately, then you
need to select where the call will be forwarded to. There are sev-
eral forwarding options you can choose from. See the call forward
(Item F) for these options.
This feature prompts the caller for their name before transferring
the call. Then, you hear, “I have a call from (Persons Name).
Press 1 to accept the call or 2 to reject.” If the call is rejected, it is
handled in accordance with the forwarding instructions. This al-
lows you to screen all incoming calls to accept or reject calls.
This feature allows the caller to remain on hold if your extension is
busy. The caller hears, “That extension is busy. To hold press 1,
press 2 to select another extension, or 3 to leave a message.”
With call holding turned off, the call is handled in accordance with
the forwarding instructions.
This selection allows you to set how a call is handled on a super-
vised transfer or when the call transfer option is set to immediate.
These settings may be changed by the user through extension
maintenance for maximum flexibility.
n Forwarding Off 
- disables this feature and the call is not for-
warded.
n Forward to Mailbox 
- probably the most common use of this
feature. If you don’t answer the caller hears your personal
greeting and is prompted to leave a message.
n Forward to Extension 
- forwards the call to another exten-
sion; for example, a secretary or another sales person.
n Forward to Menu 
- provides the caller with a menu of spe-
cial options. For example, For information on Product XXX
press 1 or press 2 to leave a message.
n Forward to Outside Number 
- The call is connected to an
outside phone number, like your home or mobile telephone.
‘- 7:j\.:200.4 MENU ROUTINGThis feature allows you to build call processing applications so
that callers may access information without the assistance of a
live operator by dialing DTMF digits. Callers receive voice prompts
such as, “to dial sales, press 1, to dial service, press 2.” Based on
the digits dialed the system can perform one of a number of ac-
tions. The caller could be transferred to an extension, the caller
could receive an information announcement, the caller could be
routed to voice messaging, etc... The highlights of this feature are:
lMulti-level menus, the system allows any number of menu
levels to be created.
lThree recordings per menu, this allows three different
voice recordings to be associated with each menu. There
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t, April 1992 
						

							STARPLUS @ AVP TECHNICAL MANUALFEATURE DESCRIPTION
is an introduction prompt, description prompt, and a in-
struction prompt.
lTime-outs/Retries on a per menu basis. Retries and time
outs for user errors can be set on a per menu basis.
lEdit Prompt Feature. This allows the user to enter a menu
and change the prompts at any time. This is a password
protected function so that callers entering the menu cannot
access this without knowing the password. All three
prompts on each menu can be edited by the user. This al-
lows messages such as daily specials to be updated while
the main greeting (introduction prompt) can remain the
same.
200.5MULTI-TASKINGThis module is utilized on 386 PC based systems to allow on line
programming without taking the system off line. On standard 286
based machines the system must be taken off line in order to
make database changes. With the Multi-Tasking module the sys-
tem can still process voice messages while in the programming
mode. This is only available on custom systems.
This option allows the user to run several applications at once. It
uses a priority system to determine which applications receive the
most processor time. The priorities are setup in programming for
the multi tasker.
This option is described completely in Appendix D.
Issue 1, April 1992200-5 
						

							STARPLUS @ AVP TECHNICAL MANUALVOICE MESSAGING
SECTION 210
VOICE MESSAGING210.1 VOICE
MESSAGINGVoice Messaging allows users to send and receive voice 
mes-sages. The following features are available with the Voice Mail
Module on the 
Starplus AVP.
A. PASSWORD
B. GREETINGTo prevent unauthorized access to your mailbox feature settings,
the password can be changed as often as you like. It is a four digit
number unless you are told otherwise by the system administra-
tor. If you forget the code, the administrator can reset it.
The greeting is a personal message that a caller hears when they
dial your mailbox. The greeting usually tells the caller that you are
not available, when you can be reached, and how to record a mes-
sage. If you do not record a personal message, the system plays
the following canned message, “The person you have tried to
reach is unavailable. Your call is being answered by the 
StarplusAutomated Voice Processing system. After the tone, please leave
a message. When you are finished, hang-up, or press any key for
more options”.
C. RETRIEVING
MESSAGESWhen messages are retrieved, new messages are played back
before previously saved messages, and they are played in the or-
der they were received. The oldest message is played first. The
diagram below shows the features available while you are review-
ing the messages. Features can be accessed at any time. It is not
necessary, to wait until the end of the message. Note that if you
hang up without doing a delete or save, your messages are auto-
matically saved in the same state as they were when you ac-
cessed the mailbox.
After you have finished listening to the message the following op-
tions are available:
n Forward 
- Allows you to pass the message along to another
mailbox owner. To use this feature you must know the mail-
box number of the person you want to forward the mes-
sage to. An option off this feature is the ability to add your
introductory comments at the beginning of the message.
The person receiving the forwarded message hears your
comments then the forwarded message.
n Reply 
- Is used to respond directly to the person who left
you the message without having to enter a mailbox num-
ber. To use this feature, the message must have been sent
from another mailbox owner.
n Date/Time 
- Gives you the date and time that the message
was sent. The system automatically attaches this informa-
tion to each message.
Issue 1, April 1992
21 o-1 
						

							VOICE MESSAGINGSTARPLUS @ AVP TECHNICAL MANUAL
E. STATE
F. MESSAGE
NOTIFICATION D. SENDING A MESSAGEThis allows users to record and send messages to other mailbox
users in the AVP system. The following features are available
when sending messages:
n Replay the message, allows you to listen to the message
you just recorded.
m Cancel the message, allows you to terminate the send op-
eration.
m Re record the message, allows you to record the message
over again if you are not satisfied with the current one.
The mailbox State determines how the system handles a call
when someone tries to leave a message. Usually, this means
playing the called party’s personal greeting and then prompting
the caller to leave a message. However, several other feature se-
lections allow the call to be handled differently. Below are the se-
lections available and a description of what they are used for:
n Normal 
- Plays personal greeting and then takes the
caller’s message.
n Off 
- disables the mailbox and caller hears, “This mailbox is
not available. Press 1 to try another mailbox or 0 for an op-
erator.”n Greeting only 
- plays the personal greeting only and then,
“Press 
1 to try another extension or 0 for an operator.”
n Forward to an extension (option) 
- transfers the call to an
extension instead of taking a message.
n Forward to a mailbox 
- transfers the call to another mailbox
instead of this one. For example, in the evening a sales de-
partment might want messages left in a generic mailbox
with common password access.
n Forward to a menu 
- transfers the caller to a custom de-
signed menu with a number of selections.
These options can be changed by the mailbox user through their
mailbox access.
This instructs the system to contact you on receipt of a message
by dialing an alternate phone number or activating a paging de-
vice. This allows you to receive your messages immediately or at
some set time when you are away from your office. The user can
change the notification settings through their mailbox.
The following shows the available selections:
n Play 
- is used to hear the current settings.
n Off/On - turns this feature off/on.n Immediate/Timed 
- toggles the type of notification you want.
n Timed 
- is used to set the reminder time.
n Number 
- is used to set the number where you can be
reached. This number can be an internal extension, outside
phone number, or digital pager.
210-2Issue 1, April 1992