VoiceTrak Avm Getting Started Manual

							5.  The telephone system must have the ability of passing DTMF (touch-tone) signals 
on internal calls. 
Connecting to the Telephone System 
Connections are made from the Voice Connection system to the telephone system 
through standard RJ14 jacks.  The voice boards are available in two and four port 
configurations and have either one or two telephone connectors on the back of the 
card.  Each connector supports two ports.  Plug the RJ14 from the telephone system 
into one of these connectors.  Repeat this operation for each connector on the Voice 
Connection system. 
Programming the Telephone System 
Assigning the Extensions 
Have the telephone system vendor provide the following from the telephone system. 
1.  Assign the extensions that will be connected to the Voice Connection system to 
the proper extension ports (ports capable of supporting standard 2500 sets or OPX 
circuits). 
If your telephone system allows, make 
sure that the extensions and UCD/Hunt 
group is designated as a voice mail 
group.  This will help insure proper 
integration signaling. 
2.  Assign the extensions to a linear hunt group.  If the Voice Connection system is 
to answer for more than one company or department, then a separate extension hunt 
group will be needed for each application. 
3.   Assign the central office lines that are to be answered by the Voice Connection 
system to ring at the extensions assigned to the Voice Connection system.  Refer to 
the section on Telephone Ringing Assignments, below. 
Telephone Ringing Assignments 
Voice Connection may be used to answer and direct calls to other extensions in the 
telephone system.  Their ringing assignments will vary from one application to 
another. 
Primary Answering Position 
When Voice Connection is assigned a primary answering position, the telephone 
system is programmed to direct all incoming calls to the Voice Connection System.   
1.  Program all of the incoming central office lines to ring the first extension 
assigned to the hunt group.   
2.  The DIL (Direct in Line), DID (Direct in Dial) or flexible ringing assignment 
features in the telephone system are used to direct the ringing. 
Secondary Answering Position 
When assigned as a secondary answering position, all incoming calls are answered 
by the attendant and then transferred to the proper extension in the telephone system.  
Callers that wish to leave a message in the voice mail system are transferred to the 
Voice Connection Getting Started Installation with the Telephone System  •  9  
						

							proper mailbox by the attendant.  A separate telephone number may be assigned to 
ring directly into Voice Connection so that a system user may retrieve their messages 
directly.  Voice Connection can also be used as an overflow answering position 
when the operator is busy with another call. 
1.  Assign the telephone extensions connected to the Voice Connection system to the 
linear hunt group previously created 
2.  Direct any central office lines that are to ring directly into Voice Connection to 
ring the first extension in this group. Direct the remaining lines to ring the operators 
telephone. 
3.  The DIL (Direct in Line), DID (Direct in Dial) or flexible ringing assignment 
features in the telephone system are used to direct the ringing. 
4.  If the Voice Connection is to be utilized as an overflow answering position, 
program the central office lines to ring the first extension in the hunt group using the 
delayed ringing feature in the telephone system. 
Night Answering Position 
The telephone system may be programmed to direct all calls to the Voice Connection 
system at night and/or on weekends or holidays. 
Integration with the Telephone System 
The Voice connection system is capable of full integration with telephone systems 
that provide in-band signaling.  Full integration occurs when a call that has been 
directed to an extension in the telephone system is automatically forwarded to the 
Voice Connection system when the extension is busy or does not answer.  When the 
call is transferred to Voice Connection information is sent to tell the Voice 
Connection system where the call came from.  The Voice Connection system will 
then automatically direct the call to the proper voice mailbox and the caller will hear 
the personal greeting.  Once a message has been recorded, the Voice Connection 
system will light a message waiting light if provided. 
In-band signaling is the ability of the telephone system to pass touch-tone 
information with the call. 
Signaling Information 
Extension 
Voice Connection will direct a call to a mailbox if the telephone system sends a 
DTMF tone before or after the extension number from where the call was 
transferred.  For this feature to work properly the user’s mailbox number must be the 
same as the extension number.  Enter the digit string sent by your telephone system 
in the Auto Attendant System Parameters database screen.  Refer to the System 
Programming and Database Layout section of this manual. 
Message Waiting Lamps 
Voice Connection will activate and deactivate message-waiting lights on telephone 
sets if so equipped.  Enter the activation and deactivation code in the database of the 
Voice Connection system. 
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							Programming the Sprint PROTEGE’ Telephone System 
If you are installing Voice Connection with the Sprint PROTEGE’ telephone system, 
the following program settings are recommended for full integration. 
Setting up a Voice Mail Group 
Setup a UCD group and program it with the following settings: 
1.   Set the Attribute for Integrated VM. 
2.   Identify the Member extension numbers that you will use in the Voice Mail UCD 
group. 
3.   Select Linear Hunting. 
4.   You may leave the timers at their default settings or change them if necessary for 
your application. 
Call Handling Settings 
Make the following changes in the Call Handling programming. 
1.   In Category 2 change the call abandon time for both active and held calls to 
reflect the CPC signal time (if provided) sent by the C.O. in your area.  This setting 
will normally be between 300 and 600 milliseconds. 
2.   In Category 2 set the VM dialing ratio to 120 for both the Tone Time and the Int-
Dgt Time. 
3.   In Voice Mail Function set the Prefix and Suffix  Codes for both Call Transfer 
and ICM/VM Button to blank (no entries). 
4.   In Voice Mail Function set the Disconnect Code to three stars (***). 
Identifying the Extensions. 
In the Extension section under Category 2 Port Type, set the extensions identified in 
your Voice Mail UCD group to V.M. 
C.O. Line Handling 
Make the following changes in the C.O. Line programming section. 
1.   In Category 1, set Call Abandon to yes for all C.O. lines in your telephone 
system. 
2.   In Ringing Position direct all C.O. lines to ring at the voice mail UCD hunt group 
directory number.  (UCD group 1 is 430).  This will direct all incoming calls to be 
answered by the voice mail system.  If you wish to use the voice mail as a secondary 
answering position, then you must direct calls to the voice mail UCD group directory 
number through alternate ringing position in the Ringing Position section of the 
Protege programming.  If you wish the voice mail to answer only at night then 
program the night ring to direct the calls to the voice mail UCD group directory 
number. 
Voice Connection Getting Started Installation with the Telephone System  •  11  
						

							Using Voice Connection as a Recorded 
Announcement Device for UCD Groups 
The Sprint PROTEGE’ can direct calls to the Voice Mail system while the call is in 
queue for a UCD station.  Each UCD group has two announcements available.  If 
you want to take advantage of this feature you must program the Overflow 
Destination in the UCD group programming to direct the call to the voice mail UCD 
group directory number. (UCD group 1 is 430.) 
The PROTEGE’ will send a recorded announcement number to the Voice 
Connection system when the overflow timer expires.  Each of the 24 UCD groups 
has two announcement numbers associated with the group.  One for Overflow 1 and 
one for Overflow 2.  UCD group 1 sends 00 for Overflow 1 and 24 for Overflow 2.  
UCD group 2 sends 01 for Overflow 1 and 25 for Overflow 2.  This pattern will 
continue all of the way to UCD group 24, which will send 23 for Overflow 1 and 48 
for Overflow 2. 
In the Voice Connection system you must program a Play Only/Voice Announce 
mailbox for each recorded announcement number that will be sent by the 
PROTEGE’ system.  After creating the mailboxes, record the announcements that 
you wish the caller to hear. 
Once you have set up this feature, callers in queue for a UCD station will be directed 
to the appropriate announcement and returned to their place in the queue after the 
announcement is played. 
Testing the Telephone System Connection 
Before you proceed, it is important that you test your telephone system setup.  
Performing these tests now will insure that the telephone system is working properly.   
Follow the steps in order.  Do not proceed to the next step until the current step is 
working properly. 
Remember:  To the telephone system, the voice mail is another standard 2500 set. 
1. Connect an industry standard 2500 set to the first extension in your voice mail 
hunt group. 
2. Call the pilot number for the group from another extension on the telephone 
system (if your telephone system does not use pilot numbers then call the 
number of the first extension in the group). 
3. Verify that the 2500 set is ringing. 
4. Repeat steps one through three for each telephone extension in your voice mail 
group.  If you are calling a pilot number you will have to busy out the extensions 
programmed to ring before the extension you are testing. 
5. Re-connect the 2500 set to the first extension in your group. 
6. Call the group pilot number or individual extension number from another 
extension on the telephone system. 
7. When the 2500 set rings, answer the call. 
8. Perform a hook flash and dial another extension on the telephone system.  Hang 
up after dialing.  This action should perform a blind transfer to the extension 
called. 
12  •  Contents Voice Connection Getting started   
						

							9. Verify the extension called is ringing. 
10. Answer the call.  You should be connected to the telephone that originated the 
call. 
11. If you have programmed the telephone system to answer incoming calls, place a 
call to one of the incoming Central Office lines that is programmed to ring at the 
voice mail. 
12. Verify that the 2500 set connected to the first extension in your group is ringing. 
13. If your telephone system provides integration through in-band signaling, choose 
an extension that has been programmed to forward calls to the voice mail. 
14. Place a call to the voice mail group from an extension or from an outside line 
programmed to ring at the voice mail. 
15.  When the 2500 set connected to the voice mail extension rings, answer the call. 
16. Perform a blind transfer  (refer to step 8) to the extension you selected in step 
13. 
17. DO NOT answer the call at the station where the call was transferred. 
18. If your telephone system is working properly, the 2500 set connected to the 
voice mail extension should start ringing after a short period of time (this will 
vary depending on the telephone system timing parameters). 
19. When the 2500 set connected to the voice mail rings answer the call.  You 
should hear a series of touch-tones when the call is answered. 
 
If all of the above steps are working properly, you may connect the Voice 
Connection system to the telephone extensions in your voice mail group. 
Programming the Voice 
Connection Database 
The information contained in this section is considered the minimum required 
to get your Voice Connection system up and running.  Only those fields 
considered essential to system operation will be covered.  A complete 
description of all fields is contained in the Installation and Technical manual. 
Voice Connection Getting Started Programming the Voice Connection Database  •  13  
						

							Starting Voice Connection for the First Time 
When you first start Voice Connection, you will be presented with a screen listing 
various telephone systems.  You are prompted to choose one of the menu items to 
proceed.  If your telephone system is listed then enter the associated item number.  If 
your telephone system is not listed choose “All Other Systems”. 
Read the information screens as they appear and then reset the Voice Connection 
system.  When Voice Connection restarts it will be configured for the telephone 
system that you selected and you will be presented with the Voice Connection main 
screen. 
The top of the screen will contain a menu bar and the bottom will contain icons 
representing the number of ports installed. 
If you are installing a system containing more or less than four (4) voice ports, refer 
to the installation and maintenance manual or call technical support for help in 
setting up the correct number of voice ports. 
 
Entering the system password 
 On the menu bar click the mouse on Config.  Click on Password for system access. 
 
Note: No changes are permitted until the System Password has been entered. The 
default Password is 0.  Click the mouse on Password for system access. The 
following screen will appear. 
Enter the Password and then click on Allow Access to enable system programming.  
  
You will be returned to the main screen.  Now when you select Config from the 
menu bar you will have access to all of the programming functions. 
14  •  Contents Voice Connection Getting started   
						

							 
System Parameters Setup 
The System Parameters contain information about the telephone system connected to 
Voice Connection.  This information is necessary to provide a smooth integration 
between the call processing system and the telephone system. 
The System Parameters also contains information about the default settings used 
throughout the Voice Connection system.  Installed modules and statistical 
information are also included in this section. 
 
To access the System Parameters Setup screens, click on System Parameters under 
Config and the following screen will appear. 
 
Verify the information contained in the following fields.  Make any corrections or 
entries as necessary. 
Changing the System Password 
You may want to change the system password at this time.  The system password 
must be entered to access the system manager program and when calling into the 
voice mail system to record system greetings  
Voice Connection Getting Started Programming the Voice Connection Database  •  15  
						

							Mailbox ID/DID Size 
The mailbox size is the number of digits a caller must enter to access a mailbox on 
your system.  This setting should correspond to the length of the extension numbers 
in your telephone system. (Normally 2 or 3) 
Notify Port No. 
The notification port performs all of the work necessary to notify users when 
messages are present in their mailbox.  We recommend that the notification port be 
set to the last extension appearance in your voice mail hunt group.  (Normally the 
highest voice port on your system 2, 4, 6, 8, etc.) 
Extension Size 
This field contains the number of digits a caller must enter to dial an extension on 
your telephone system. (Normally 2 or 3)  Please verify that this field contains the 
correct information for your telephone system. 
Outdial Prefix 
If your telephone system requires a code to be entered before making an outgoing 
call, you must enter the code in this field.  If no code is required then leave the field 
blank.  Please verify the default setting of “9” is correct.  A comma (,) represents a 
pause.   
Operator’s Extension 
Enter the extension number of your telephone operator or receptionist.  This is the 
extension number that Voice Connection will dial when a caller presses zero (0) 
while listening to a system prompt. 
Message Waiting Lamp  
The information contained in these fields is necessary if you want to activate the 
message waiting light on your telephone extensions.  This information is sent before 
(prefix) and or after (suffix) the telephone extension number causing the lamp to turn 
on or turn off.  Message waiting codes can be found in your telephone system 
technical manual. 
Please verify the information contained in these fields is correct.  If not enter the 
correct information.   
Phone Extensions Start with Digits 
Enter the first number used for calling extensions.  For example if your telephone 
extensions start with a 2 (201…..,etc.)  enter a 2 in one of the fields.  You may select 
two starting digits.  Entries in these fields will block the use of these digits in Combo 
mailboxes. 
 The remaining fields on this screen can be left at their default settings.  They may be 
modified to accommodate special circumstances.  A detailed description of each 
field can be found in the Installation and Maintenance manual. 
16  •  Contents Voice Connection Getting started   
						

							Mailbox Setup 
This section allows you to create and edit mailboxes.  The information you enter in 
this section will ultimately control the call flow through your system. 
Types of Mailboxes 
The Voice Connection System allows the user to set up the database by choosing 
mailbox types.  There are ten types of mailboxes available and they may be linked to 
provide complete flexibility in system design. 
A complete explanation of the types and examples for their use follows: 
Menu Mailbox 
Menu mailboxes are designed to allow callers to make choices and select a choice 
using a single digit.  When a menu mailbox is accessed the caller will hear a greeting 
listing the choices and the digit selection for each.  The system manager programs 
each choice to direct the caller to an extension or another mailbox. 
Menu mailboxes may be used for initial greetings thereby giving the caller the option 
of dialing “1” for sales, “2” for service, etc.  Menu mailboxes may be linked to other 
menu mailboxes, allowing the creation of elaborate tree structures.  They may also 
be linked to other types of mailboxes to allow the caller to receive information, leave 
messages or dial extensions. 
User Mailbox 
User mailboxes are designed to play a greeting and take messages.  This is the type 
of mailbox that is assigned to each employee or system user.  The mailbox is 
generally assigned to an extension and the users personal greeting is played when 
the extension is busy or not answered.  User mailboxes may also be assigned 
separately and used by employees, vendors or customers who do not have an office 
or telephone. 
Each user mailbox has three greetings.  Any greeting may be activated at any time by 
the mailbox owner.  Message notification to internal, external and beeper numbers is 
provided, and in addition, each user mailbox may have five distribution lists of ten 
mailboxes per list.  The mailbox owner may also be given the option to leave a 
broadcast message that will be delivered to all mailboxes on the system. 
Transfer Mailbox 
Transfer mailboxes are used to transfer callers directly to extensions.  A greeting is 
played and the mailbox waits for the caller to enter a pre-programmed number of 
digits.  Calls may be directed to extensions or other mailboxes.  A transfer mailbox 
may also be used for the main system greeting, when the callers are not given a menu 
of choices but are allowed to directly dial an extension. 
Distribution Mailbox 
These mailboxes are assigned to owners of user mailboxes who wish to establish 
distribution lists.  Each distribution mailbox allows the user to enter a message that 
will automatically be distributed to 48 other mailboxes. 
Distribution mailboxes are commonly used by managers and department heads to 
deliver the same message to multiple recipients without calling each individual 
mailbox. 
Voice Connection Getting Started Programming the Voice Connection Database  •  17  
						

							Broadcast Mailbox 
A broadcast mailbox is similar to a distribution mailbox.  However, messages that 
are recorded in this mailbox are distributed to all user mailboxes in the system.  Only 
one broadcast mailbox per system is required. 
Security is provided for accessing this mailbox.  The broadcast mailbox is activated 
through a user mailbox and that user must be assigned this privilege by the system 
administrator.  
Play Only Mailbox 
Play only mailboxes are used to provide information to callers.  Callers are not 
allowed to leave messages but may be given the option to dial other extensions or 
mailboxes.   
Audiotext Mailbox 
Audiotext mailboxes are traditionally used to provide extensive information to 
callers.  These mailboxes may be programmed to accept a different number of digits 
than the transfer mailbox.  This is particularly useful in applications that require the 
caller to enter a ticket number to receive information about car repairs, disposition of 
placed orders, elaborate tree structures, etc.  Audiotext mailboxes do not allow 
messages to be recorded. 
Directory Mailbox 
Directory mailboxes are used to allow the caller access to a system or department 
directory.  A directory mailbox allows the caller to enter the first three digits of a 
name.  The caller is then played a selection of names that match the letters entered 
and the caller may then dial the extension. 
Combo Mailbox 
Combo mailboxes are a combination of a transfer mailbox and a menu mailbox.  
This type of mailbox is normally used for main greetings and allows callers to enter 
an extension number or select a menu item. 
Fax Mailbox 
Fax mailboxes are used to list the location of the file that will be faxed to the caller 
when the mailbox is selected. 
Interview Mailbox 
Interview mailboxes allow you to ask the caller a series of questions and record their 
answers.  The answers may then be played back later.  This feature is also referred to 
as Forms in some voice mail systems.  Voice Connection can record up to 50 
questions in an interview mailbox. 
Recorded Announcement Mailbox 
These mailboxes can also be used for recorded announcement messages for callers 
waiting to be answered in a UCD group on the Protege’ or other telephone systems 
that allow use of this feature.  Recorded announcement mailboxes function the same 
as Play Only mailboxes except no DTMF entry is allowed. 
All mailboxes share some common features.  Every mailbox is password protected.  
Mailboxes that play greetings allow up to three greetings to be recorded.  The length 
18  •  Contents Voice Connection Getting started