Vodavi Starplus Automatic Voice Processing Technical Manual

							STARPLUS @ AVP TECHNICAL MANUALAUTOMATED ATTENDANT OPERATION
SECTION 320
AUTOMATED ATTENDANT OPERATION
320.1INTRODUCTIONThe following drawing shows the menu structure for the auto-
mated attendant:
Change
PasswordTransfer Options
ScreeningHoldingCallForwarding
Transfer
Options Screening Holding
I 
“I1
extension
number
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							AUTOMATED ATTENDANT OPERATIONSTARPLUS @ AVP TECHNICAL MANUAL
A. SYSTEM ACCESSSystem access allows you to set and edit the special features that
come with the automated attendant. You access extension 
fea-tures like you do for voice messaging; by dialing into the system,
pressing the key, and then entering your password. However,
note that the key sequences are slightly different.-1‘;Y’to Access Extension
1 . Dial the internal extension;
or outside phone number;
3. Enter your ext number;
4. Enter your password:Maintenance
Mailbox maintenance:l Enter mailbox number
l Enter a 
[*Il Enter password
Extension maintenance:l Enter a 
[*Il Enter extension
l Enter password
1.Dial the internal extension or outside phone number of the
system.
2. Press the [*] key.
3. Enter your extension number.
The system will prompt you to, Please enter your password.
4. Enter your password.
This number is the initial password set by the system administra-
tor. Once you access the extension maintenance menu you hear
the following:
“To change password press 1, to change call options, screening,
or call holding press 2, to change call forwarding press 3.”
As a new user, you need to change your security code
^.
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							STARPLUS @ AVP TECHNICAL MANUALAUTOMATED ATTENDANT OPERATION
B. PASSWORDTo prevent unauthorized access to your extension feature set-
tings, you need to change the 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.
to Enter anew Password1. Pressto change your password
to record a new password
1.Press [l] for the password option.
Once the security code is entered, you can:
n press [l] to review itn press 
[2] record a new code
You should always record your own personal password for
security purposes.
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							AUTOMATED ATTENDANT OPERATIONSTARPLUS @ AVP TECHNICAL MANUAL
C. CALL TRANSFER
OPTIONSThe diagram below shows the transfer option selections. The Star-
plus AVP can transfer calls utilizing several methods. The user
can change these methods through extension maintenance.
supervisedunsupewised
Iimmediateforward
rto Set Call Transfer Option
1. Enter your extension number and password
to change Transfer Option
.
3. Press
to select Transfer Option4. Select Transfer Option
1.Press [2] for the call transfer option.
2.Press [l] to select transfer option.
When 
Starplus AVP forwards a call to your extension the transfer
can be:
PressFunctionSUPERVISED TRANSFER
UNSUPERVISEDTRANSFER
IMMEDIATE FORWARDING
H Supervised, Press [l] - Starplus AVP monitors the transfer.
If you do not answer, the call is forwarded.
n Unsupervised, Press 
[2] - Starplus AVP does not monitor
the transfer. The call is not forwarded in the event you do
not answer.
n Immediate Forward, Press 
[3] - Starplus AVP forwards the
call immediately without trying to reach the extension.
If the transfer is supervised or forwarded immediately, then you
need to select where the call will be forwarded to.
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							STARPLUS @ AVP TECHNICAL MANUALAUTOMATED ATTENDANT OPERATION
D. CALL SCREENING
leave as isIrThis feature prompts the caller for his name before transferring
the call. Then, you hear, 
“I have a call for Your 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. To change these op-
tions:
to Set Call Screening
1. Enter your extension number and password
2. Pressto change Screening Option3. Press 
jl 2 jiLrlrlito select Screening Option4. Select Screening Option
1.Press [2] for the call transfer option.
2.Press [2] to select screening option.
PressFunctionABORT leave as is
Select the screening option:
n On/Off, Press [I] to toggle.
n Abort, leave as is, Press 
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320-S 
						

							AUTOMATED ATTENDANT OPERATIONSTARPLUS @ AVP TECHNICAL MANUAL
E. CALL HOLDING
leave as isIThis 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.
-.\:;/’to Set Call Holding’
1. Enter your extension number and password
3. Pressto select Holding Option4. Select Screerjng Option
To change these options:
1.Press [2] for the call transfer option.
2.Press [3] to select holding option.
PressFunctionABORT leave as is
Select the holding option:
n On/Off, Press [I] to toggle.
n Abort, leave as is, Press 
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							STARPLUS @ AVP TECHNICAL MANUALAUTOMATED ATTENDANT OPERATION
F. CALL FORWARDINGThis 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.
1.Press [3] to select forward option.to Set Call Forwarding
1 . Enter your extension number and password
2. Press
3. Select Forwarding Option
PressFunction
Select forward option.
OFF forwarding disabledMAILBOX forward
EXTENSION forward
MENU forward
OUTSIDE NUMBER forward
n Forwarding Off, Press 
[l] - disables this feature and the call
is not forwarded.
w Forward to Mailbox, Press [2] - 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, Press 
[3] - forwards the call to an-
other extension; for example, a secretary or another sales
person.n Forward to Menu, Press 
[4] - provides the caller with a
menu of special options. For example, “For information on
Product XXX press 1 or press 2 to leave a message.”
w Forward to Outside Number, Press [5] - If you do pick up
the phone, the call is connected to an outside phone num-
ber, like your home or mobile telephone.
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							STARPLUS @ AVP TECHNICAL MANUALMENU ROUTING OPERATION
SECTION 330
MENU ROUTING OPERATION
330.1INTRODUCTIONThis feature allows you to build custom call processing applica-
tions so that callers may access information without the assis-
tance 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 by the user the system can
perform one of a number of actions. The caller could be trans-
ferred to an extension, the caller could receive an information an-
nouncement, the caller could be routed to voice messaging, etc.
Two terms need to be defined before going into the Menu Routing
feature, they are:
l Menu
l Action
A menu is a list of actions that is executed through touch tone key
pads. As an example, “to dial sales, press 1, to dial service, press
2”. A menu can have up to twelve (12) options each one corre-
sponding to a key on a standard telephone keypad plus one op-
tion for a default action.
A. PREPARATIONAn action is an instruction that is selected from the menu action
list. It tells the system how to respond when a specific key is
pressed. An action can invoke another module (for example, voice
messaging or bring up another menu in menu routing) or perform
a special feature (for example, play a prerecorded message).
Before you attempt to set up a complicated, multi-level menu, you
need to read this section of the manual first. It is important that
you understand the mechanics of building a Menu Routing menu.
Next, draft your ideas on a piece of paper. If you can, prepare a
draft flow chart to define your ideas. If your ideas are not yet suffi-
ciently organized to do this, jot them down on a piece of paper.
Don’t worry about a specific order, at this stage it is more impor-
tant to document your thoughts on paper so that alternatives won’t
be forgotten. Obviously, your drawing will depend on your applica-
tion and does not need to be as detailed. However, try to put your
concept in print so you have a blueprint that can be used to build
your system.
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							MENU ROUTING OPERATIONSTARPLUS @ AVP TECHNICAL MANUAL
To facilitate the create of the menus use a form like the one below.
-3It is a replica of what you will see when you edit your Menu 
Rout-MENU ROUTE DATABASE FORM
Menu Name
PROMPTSIntroduction
Description
Instruction
Password
.HVX
.Mfl
.IvxKEY ACTIONS
Time Out
ing menus. Again, the idea is to put your thoughts on paper first.
When you make mistakes, they can be easily changed.
1.Highlight Menu Routing in the Modules sub menu and press
[ENTER]. The Menu Routing sub menu will be presented. 330.2 MENU ROUTING
MAINT sn525100
ConfigurationtlodulesReportsUtilitiesv+3.10aHouseKeeping
.I--- ..*Esc: back a menuReturn: selectsI-t*: back a menutl: moves bar
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							STARPLUS @ AVP TECHNICAL MANUALMENU ROUTING OPERATION
lMenu Maintenance - is used to create, delete, or edit
menus
lSettings - is used to define the timers and counters that re-
set the menu state in the event of a caller time-out or se-
ries of incorrect dial pad entries.
When you enter the menu, Menu Maintenance will be highlighted.
2.Press [ENTER] again to display the Menu Maintenance
mode.
tlAINT sn525100v+3.10aConfigurationtlodulesReportsIUtilities HouseKeepingI
kintenanccreate 
nenuDelete flenu
IF-=- -I-’ -‘-- .
Esc: back a menuReturn: selects++: back a menutl: movez bar
A. CREATE
B. DELETEThree maintenance options are available:
lEdit Menu - is used to edit a new or existing voice menu
lCreate Menu - is used to create a new voice menu
lDelete 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. After you have created the menu the
actual menu design is done in Edit menu topic.
This command allows you to create a menu that does not cur-
rently exist.
1.Select Create from the Menu Maintenance menu and the
Create data entry screen will be presented.
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. Also, any spaces are converted to underscores.
3.After pressing [F9] you will be put into the edit screen.
See Edit in the following pages.
If you want to remove a menu that is no longer needed use the
Delete option.
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].
Be very careful with this option. Once a menu is deleted it is no
longer recoverable.
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