VoiceTrak Avm Installation And Manitenance Manual
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contents
Introduction 1
Welcome to Voice Connection!........................................................................\
.........................1
Automated Attendant Features........................................................................\
..........................1
Voice Mail Features........................................................................\
...........................................2
FAX on...](http://img.usermanuals.tech/thumb/5742/86968/w64_voice-trak-avm-install-admin_d-1.png "Page 2
contents
Introduction 1
Welcome to Voice Connection!........................................................................\
.........................1
Automated Attendant Features........................................................................\
..........................1
Voice Mail Features........................................................................\
...........................................2
FAX on...")
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Night Answering Position........................................................................\
................17
Integration with the Telephone System........................................................................\
...........17
Signaling Information........................................................................\
........................17
Programming the Sprint PROTEGE’ Telephone System........................................................18
Setting up a Voice Mail...](http://img.usermanuals.tech/thumb/5742/86968/w64_voice-trak-avm-install-admin_d-2.png "Page 3
Night Answering Position........................................................................\
................17
Integration with the Telephone System........................................................................\
...........17
Signaling Information........................................................................\
........................17
Programming the Sprint PROTEGE’ Telephone System........................................................18
Setting up a Voice Mail...")
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Adding Extensions........................................................................\
............................51
Deleting Extensions........................................................................\
...........................52
Editing Extensions........................................................................\
.............................52
Recording System Greetings 54
Setting Up Interview Mailboxes........................................................................\...](http://img.usermanuals.tech/thumb/5742/86968/w64_voice-trak-avm-install-admin_d-3.png "Page 4
Adding Extensions........................................................................\
............................51
Deleting Extensions........................................................................\
...........................52
Editing Extensions........................................................................\
.............................52
Recording System Greetings 54
Setting Up Interview Mailboxes........................................................................\...")
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Creating Fax Mailboxes for documents copied from a Floppy Disk.........................76
Sending Fax Documents........................................................................\
..................................77
Example one........................................................................\
......................................77
Example two........................................................................\
......................................77
Running Accucall 78...](http://img.usermanuals.tech/thumb/5742/86968/w64_voice-trak-avm-install-admin_d-4.png "Page 5
Creating Fax Mailboxes for documents copied from a Floppy Disk.........................76
Sending Fax Documents........................................................................\
..................................77
Example one........................................................................\
......................................77
Example two........................................................................\
......................................77
Running Accucall 78...")
Voice Connection
AVM VER 6.xx Installation
and Maintenance Manual
VoiceTrak LLC
5089 C Bristol Industrial Way
Buford, GA 30518
770-945-1776
www.voicetrakvm.com
contents Introduction 1 Welcome to Voice Connection!........................................................................\ .........................1 Automated Attendant Features........................................................................\ ..........................1 Voice Mail Features........................................................................\ ...........................................2 FAX on Demand........................................................................\ ................................................3 V-Tree Structures....................................................................\ ...................................................3 Hardware Installation (Rhetorex Voice Board) 4 Overview........................................................................\ ...........................................................4 Board Installation................................................................\ .......................................................4 Assigning Port Addresses........................................................................\ ....................4 Changing Jumpers........................................................................\ ...............................5 Installing the Board in the Computer...................................................................\ ........5 Software Installation 6 Memory Management........................................................................\ ........................................7 Memory Management Software........................................................................\ ..........7 Memory Optimization Utilities........................................................................\ ...........7 About the use of other utilities........................................................................\ ............8 Configuring the Voice Board Software 9 Accessing the Configure File........................................................................\ .............................9 Main Menu........................................................................\ ..........................................9 Functions........................................................................\ ...........................................10 Ports........................................................................\ ...................................................10 Memory........................................................................\ .............................................11 File........................................................................\ .....................................................11 Symbols........................................................................\ .............................................12 Resource Allocation........................................................................\ ..........................12 Software Interrupt........................................................................\ ..............................12 Shared Memory........................................................................\ .................................12 Default Hook State........................................................................\ ............................12 Automatic Gain Control........................................................................\ ....................13 Bus Mode........................................................................\ ..........................................13 Hang-up Detection....................................................................\ .................................13 Whitenoise........................................................................\ .........................................13 Default Playback Gain........................................................................\ .......................13 Default Outdial Mode........................................................................\ ........................14 Default VOXLIMIT........................................................................\ ..........................14 Default Spikes........................................................................\ ...................................14 Default Dropouts........................................................................\ ...............................15 Country Dependent Defaults........................................................................\ .............15 Installation with the Telephone System 15 Connecting to the Telephone System........................................................................\ ..............16 Programming the Telephone System........................................................................\ ...............16 Assigning the Extensions........................................................................\ ..................16 Telephone Ringing Assignments........................................................................\ .......16 Primary Answering Position........................................................................\ ..............16 Secondary Answering Position........................................................................\ ..........17 Page i
Night Answering Position........................................................................\ ................17 Integration with the Telephone System........................................................................\ ...........17 Signaling Information........................................................................\ ........................17 Programming the Sprint PROTEGE’ Telephone System........................................................18 Setting up a Voice Mail Group........................................................................\ ..........18 Call Handling Settings........................................................................\ .......................18 Identifying the Extensions.........................................................................\ ................18 C.O. Line Handling........................................................................\ ...........................18 Using Voice Connection as a Recorded Announcement Device for UCD Groups...19 Types of Mailboxes 19 Menu Mailbox........................................................................\ ...................................19 User Mailbox........................................................................\ .....................................20 Transfer Mailbox........................................................................\ ...............................20 Distribution Mailbox........................................................................\ .........................20 Broadcast Mailbox........................................................................\ ............................20 Play Only Mailbox........................................................................\ ............................21 Audiotext Mailbox........................................................................\ ............................21 Directory Mailbox........................................................................\ .............................21 Combo Mailbox........................................................................\ .................................21 Fax Mailbox........................................................................\ ......................................21 Interview Mailbox........................................................................\ .............................21 Recorded Announcement Mailbox........................................................................\ ....21 System Programming and Database Layout 22 Main Menu........................................................................\ ......................................................22 File........................................................................\ .....................................................22 Options........................................................................\ ..............................................22 Windows........................................................................\ ............................................22 Config........................................................................\ ................................................23 System Programming........................................................................\ .......................................24 System Parameters........................................................................\ ............................24 Mailbox Setup........................................................................\ ...................................27 Telephone Extensions........................................................................\ ........................28 Auto Attendant Greeting Setup (Sprint Protege’).....................................................29 Auto Attendant Greeting Setup (All other Systems).................................................30 Stats........................................................................\ ...................................................30 Mailbox Statistics........................................................................\ ..............................31 Assigning and Editing Mailboxes........................................................................\ ....................31 Editing Mailboxes........................................................................\ .............................33 Fax Mailbox........................................................................\ ......................................34 Menu Mailbox........................................................................\ ...................................34 Audiotext Mailbox........................................................................\ ............................36 Play Only /Voice Announce Mailbox................................................................\ ........37 User Mailbox........................................................................\ .....................................39 Transfer Mailbox........................................................................\ ...............................41 Distribution Mailbox........................................................................\ ........................ 43 Broadcast Mailbox........................................................................\ ............................44 Directory Mailbox........................................................................\ .............................45 Combo Mailbox........................................................................\ .................................46 Interview Mailbox........................................................................\ .............................48 Recorded Announcement Mailbox........................................................................\ ....49 Using the Copy Feature........................................................................\ .....................50 Assigning and Editing Extensions........................................................................\ ...................51 Page ii
Adding Extensions........................................................................\ ............................51 Deleting Extensions........................................................................\ ...........................52 Editing Extensions........................................................................\ .............................52 Recording System Greetings 54 Setting Up Interview Mailboxes........................................................................\ ......................55 Recording Greetings and Questions........................................................................\ ..55 Sample Greetings........................................................................\ .............................................56 Menu Mailbox........................................................................\ ...................................56 Transfer Mailbox........................................................................\ ...............................56 User Mailbox........................................................................\ .....................................56 Assigning Main System Greetings 57 Mailbox Selection........................................................................\ ............................................57 Creating and Assigning the Mailbox........................................................................\ ...............59 Creating the Mailbox........................................................................\ .........................59 Assigning the Mailbox........................................................................\ ......................59 Recording the Greetings........................................................................\ ..................................60 Directory 60 Programming the Directory Mailbox........................................................................\ ...............60 Assigning Names to the Directory........................................................................\ ...................61 Recording Directory Information........................................................................\ ....................61 Assigning the Directory Mailbox...................................................................\ ..........................62 USER NAMES........................................................................\ ................................................62 Maintenance Utilities 63 Re-Installing or Upgrading Software........................................................................\ ...............63 Database Backup........................................................................\ .............................................63 Examples 64 Primary Answering Position........................................................................\ ..............64 Secondary Answering Position........................................................................\ ..........64 Overflow Answering Position........................................................................\ ...........64 Multiple Applications........................................................................\ ........................65 Answering Service........................................................................\ ............................65 Applications 65 How to Determine the Correct Setup for Your Installation.....................................................65 Gathering Information........................................................................\ .......................65 Planning the Layout........................................................................\ ...........................67 Examples........................................................................\ .........................................................67 EXAMPLE ONE........................................................................\ ...............................67 EXAMPLE TWO........................................................................\ ..............................70 Fax on Demand 71 Fax Board Setup........................................................................\ ..............................................72 Loading Documents to be Faxed........................................................................\ .....................75 Receiving Faxed Documents from a FAX machine................................................................75 Copying Files from a Floppy Disk....................................................................\ .......................76 Page iii
Creating Fax Mailboxes for documents copied from a Floppy Disk.........................76 Sending Fax Documents........................................................................\ ..................................77 Example one........................................................................\ ......................................77 Example two........................................................................\ ......................................77 Running Accucall 78 Generating the RING Tone........................................................................\ ...............80 Generating the BUSY Tone........................................................................\ ...............81 Generating the Reorder (Fast Busy) Tone.................................................................81 Adding the Tones to the Filter Table........................................................................\ .82 Saving the Tone File........................................................................\ ..........................82 User Guide 84 Introduction........................................................................\ .....................................................84 Getting Started........................................................................\ .................................................85 Configuring Your Mailbox for the First Time........................................................................\ .85 About Your Password............................................................................\ ....................87 Accessing Your Mailbox........................................................................\ .................................87 Main User Menu........................................................................\ ................................88 Retrieving Messages........................................................................\ ........................................89 Recording and Sending Messages........................................................................\ ...................90 Changing Your Password........................................................................\ ................................90 Changing Your Greeting........................................................................\ ..................................90 To Record a New Greeting........................................................................\ ................91 To Delete a New Greeting........................................................................\ .................91 To Change the Active Greeting........................................................................\ .........91 Restoring Erased Messages........................................................................\ ...............92 Managing Message Notification........................................................................\ ........92 Deactivating Message Notification........................................................................\ ...93 Activating Message Notification........................................................................\ .......93 Retrieving Messages when notified........................................................................\ ...93 Management of Distribution Lists........................................................................\ ...................93 Recording Your Name........................................................................\ .....................................94 Deleting a Broadcast Message........................................................................\ .........................94 SPECIAL INSTRUCTIONS FOR THE SPRINT PROTEGE................................................95 Accessing Your Mailbox........................................................................\ ...................95 Retrieving Messages........................................................................\ ..........................95 To Record and Send a Message to Another Mailbox................................................95 To Record a Telephone Conversation.......................................................................95 Glossary of Terms 97 Index 101 Page iv
Introduction Welcome to Voice Connection! Voice Connection is a full-featured automated attendant/voice mail system designed to provide reliable service for small to medium-size businesses. The system utilizes state-of-the-art voice processing technology and is expandable. Database configuration is a snap! Not only does Voice Connection run in an easy-to-use graphical interface to make system set-up fast, but it comes equipped with comprehensive, easy to follow documentation, not to mention quick and friendly customer support. Major features include classes of mailboxes, message notification, in-band signaling and Fax on Demand. The following is a brief overview of Voice Connections features. For more information, detailed instructions about usage, etc., please consult the appropriate chapter of the manual. Automated Attendant Features Automatic Greeting Change: Each port may be programmed with day and night greetings that will automatically change at pre-programmed times. Separate messages for each day of the week may also be recorded. Automatic Voice Messaging: Calls transferred by the Automated Attendant are set to be directed automatically to the voice messaging system under a busy or no-answer condition. Callers are informed of the status and are given the option to dial another extension or leave a message. Call Screening: When this feature is activated, callers are prompted to state their name after dialing the extension number. Voice Connection then calls the extension and announces the caller to the called party. The called party has the option to accept or reject the call. When a call is rejected, the caller is told there was no answer and is given the option of leaving a message or dialing another extension. Call Routing: Calls answered by Voice Connection may be routed to the correct party or department easily and efficiently. A flexible database structure allows you to create multiple level V-Tree menu structures. Callers with rotary phones, or callers who elect to hold without action are automatically directed to the operator. Directory: Callers are given the option of accessing a company directory. When the directory is accessed, the caller is prompted to enter the first three letters of the Introduction • 1
name of the person they are trying to reach. Once entered, Voice Connection will play back the name and extension number of all matches. Separate Greetings by Port: Each port in the Voice Connection System may be programmed to play a different greeting, allowing one system to be used by multiple companies or departments. User Programmable Greetings: Main system greetings may be recorded by the user through any telephone. Multiple greetings may be recorded and easily activated to handle special circumstances. Voice Mail Features Automatic Station Login: Depending on the telephone system, users may be automatically connected to their mailboxes when calling from their extensions. Beeper Notification: Voice Connection may be programmed to call and activate a beeper when messages are present in the mailbox. This feature is particularly useful for after-hours service applications. Broadcast Message: Selected users may be given the authority to leave Broadcast Messages. When a broadcast message is recorded, the message is automatically played to all system users when they access their mailbox, making it easy to keep an entire office informed and up to date. Call Hold: Callers reaching a busy extension are given the option to hold. The number and length of time the callers are allowed to hold are programmable. Class of Mailbox: There are ten different types of mailboxes to choose from, giving you the flexibility to customize your Voice Connection System for any application. Distribution Lists: Each user may assign up to five lists of 48 people each, allowing the same message to be distributed automatically without recording a separate message for each party. Guest Mailboxes: Mailboxes may be assigned to clients or guests on a temporary basis. Message Forwarding: Retrieved messages may be forwarded to another mailbox, allowing misdirected messages to be easily handled. Message Only Mailboxes: Employees located in remote locations may be assigned mailboxes allowing them to receive calls and maintain a presence at the main office. Message Only mailboxes may also be assigned to selected clients or vendors. Message Waiting Light Activation: With many telephone systems, Voice Connection will light the message-waiting lamp on the telephone when messages are present in the users mailbox. Message Notification: Users may program their mailbox to call any telephone, anywhere to notify them of messages. Multiple Greetings: Up to three greetings may be recorded for any mailbox, any one of which may be active at any time. The active greeting may be changed from any telephone, anywhere. Introduction • 2
Multiple Contacts per Call: Users are given the option of dialing another extension or mailbox after retrieving or leaving messages, allowing them to conduct all of their business in the system with just one telephone call. New / Saved Messages: Messages stored in the mailbox are automatically classified as new or saved. When a message is retrieved, the user is given the option to save or erase the message. When accessing their mailbox, users may choose to retrieve new, saved, or all messages. Password Security: Information in mailboxes is protected by a user-defined password. The password may be changed at any time from any location. Personal Greetings: Each mailbox user may record their own personal greeting that will be played to callers when their extension is not answered or busy. Play Only Mailbox: Mailboxes may be assigned as “Play Only”. This feature will allow the user to play information to the caller but will not allow the caller to leave a message. Restore Erased Messages: Messages that are accidentally deleted may be rescued during the calling session. Rewind, Hold and Fast Forward: While listening to messages, users may rewind, fast-forward or skip to the end of the message. Messages may also be paused by the user, in case they are interrupted during retrieval . Service Bureau: Voice Connection may be configured as a service bureau or answering service with personal greetings for every user. Skip Messages: While listening to messages, the user has the option to skip the current message and go on to the next one. Variable Length Password: Users may assign a private password for their mailbox from one to four digits in length. FAX on Demand Information in text or graphic format may be stored in the Voice Connection System and faxed to callers at their request. With this feature, callers may direct themselves to receive product information, shipping schedules, forms, consumer information...... The list is endless, and finding access to the right information is easy with Voice Connections V-Tree structure. The automating of routine requests for information will have an immediate and positive effect on cost savings and productivity, not to mention the improved image and high level of customer service it will provide for any organization. V-Tree Structures V-Trees allow databases to be programmed so that information can be directed or linked from one level to another without limitation. Voice Connection uses this technology to allow the customer to tailor their system to their needs, create precise call routing functions. Introduction • 3
Hardware Installation (Rhetorex Voice Board) Overview If you have purchased a turnkey system, no hardware installation is necessary. Any modifications to a turnkey system will risk voiding your warranty. Your Voice Connection System has been shipped with a voice board manufactured by Rhetorex, Inc. The voice board acts as the interface between the telephone lines and the Voice Connection system. Calls made to your voice mail system are answered by the voice boards, which then signal the call processing system that a call has been received. The call processing system then plays the appropriate greeting messageto the caller. The voice board supplies the tones for outgoing calls. Call progress is also monitored by the voice board allowing it to detect ringing, busy and disconnect signals from the telephone lines. The voice boards are configured in both two and four port configurations, with each port connected to one telephone line. The boards utilize industry-standard RJ14 connectors, allowing two telephone lines for each connector. Follow steps outlined in this section when installing new voice boards or replacing defective boards. To order additional or replacement boards, call your local Voice Connection dealer. Board Installation Assigning Port Addresses Voice boards are assigned addresses allowing them to communicate with the computer. Each board installed in the system must be assigned a different address. The boards are shipped from the factory with a default configuration for address 300. The address may be changed, which means you must select the correct address for the board you are installing and change the jumpers on that board to reflect the new address. The following table contains the correct address settings for the boards in your Voice Connection System. If you are changing the address on the board, you are installing select the correct address from the table and then refer to the section on changing jumpers. Hardware Installation (Rhetorex Voice Board) • 4
Changing Jumpers Referring to the figure below, locate the address jumpers on the voice board. Refer to the above figures to correctly configure the jumpers for each board. Connect the pins vertically with a jumper as shown. Installing the Board in the Computer Before installing the voice board in the computer make sure that the power is turned off and that the power cord has been unplugged from the back of the computer. 1. Remove the screws from the back of the computer. 2. Carefully remove the cover. 3. Locate a free bus slot that has an ISA (Industry Standard Architecture) or EISA (Enhanced Industry Standard Architecture) edge connector. 4. Carefully seat the board into the slot and fasten it into the computer. Make sure the board is firmly seated and fastened. If you have any doubts as to the firmness of Hardware Installation (Rhetorex Voice Board) • 5