VoiceTrak Avm Installation And Manitenance Manual

							 
2.  The telephone system must be capable of placing a call on hold from the 2500 set 
by momentarily depressing the hook switch or flash button. 
3.  After placing the call on hold, the telephone system must be able to transfer the 
call to another extension by dialing the extension number. 
4.  If the Voice Connection system is to be used to direct callers (day or night) then 
the telephone system must be capable of directing the incoming calls to ring on the 
extensions assigned to the Voice Connection system. 
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.   
 Installation with the Telephone System  •  16  
						

							 
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 
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 
 Installation with the Telephone System  •  17  
						

							 
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. 
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 
 Installation with the Telephone System  •  18  
						

							 
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. 
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 
que 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 que for a UCD station will be directed to 
the appropriate announcement and returned to their place in the que after the 
announcement is played. 
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 
 Types of Mailboxes  •  19  
						

							 
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. 
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.  
 Types of Mailboxes  •  20  
						

							 
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 
of the greeting and the amount of time for message recording is controlled by each 
individual mailbox.  As an option callers may be allowed to dial other extensions or 
mailboxes from each mailbox type. 
Please refer to the programming section in this manual for complete details on how 
to assign and program these mailboxes. 
 Types of Mailboxes  •  21  
						

							 
 
System Programming and 
Database Layout                 
This section outlines the programming and operation for the Voice Connection 
system. To use the section properly, refer to the picture of the screen you are 
programming and enter the information in each field referring to the explanations 
given. 
Main Menu 
The Main Menu is the initial screen that appears when Voice Connection is started.  
All system programming and information begins with this screen.  Placing the mouse 
on each item will access the sub-menu for that item.  The sections that follow detail 
each item in the sub-menu and also contain detailed information about the associated 
data entry screens. 
File 
About  contains information about Voice Connection. 
  Note: This option is not available 
until the SYSTEM PASSWORD has 
been entered. ( click the mouse on 
Password for system access under 
config on the main menu. The Default 
Password is 0.  
Quit  Allows you to exit the Voice Connection program and access the Maintenance 
Menu. 
 
Options 
Virtual Mem.  Displays information about system memory.  Used by technical 
support. 
Windows 
Tile  Displays a separate window for each voice port.  The information displayed 
within this window is used by technical support.  This window configuration should 
not be used when Voice Connection is in the normal operating mode. 
 System Programming and Database Layout  •  22  
						

							 
Icon  Displays an icon for each port at the bottom of the screen.  Pictures on the icon 
will change from time to time.  This window configuration should be displayed 
under normal operating conditions. 
Config 
 
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.  
  
 
System Parameters   Accesses the screen for system voice mail parameters.  These 
parameters are system wide settings that affect all mailboxes and their operation. 
Mailbox Setup  Accesses the screen for creating and editing mailboxes in the 
system. 
Telephone Extensions  Access the screen for assigning and editing telephone 
extension numbers. 
Auto Attendant Greeting Setup  Assigns the mailbox that will play the main 
greeting when calls are answered by Voice Connection. 
 
 
 
 System Programming and Database Layout  •  23  
						

							 
 
 
System Programming 
System Parameters 
 
Note:  Voice Connection is available pre-programmed for many popular telephone 
systems.  If you have specified a system, this information may have already been 
entered. 
Rings to Answer  Enter the number of times the telephone lines connected to Voice 
Connection will ring before the Automated Attendant answers the call. 
Rings for No Answer  Enter the number of times that an individual extension will 
ring when Voice Connection performs a supervised transfer.  When this number of 
rings is reached, Voice Connection will reconnect to the caller and play the 
appropriate greeting for the mailbox. 
Nb. Auto Att. Lines  Enter the number of voice ports present in your Voice 
Connection system. 
Operator’s Extension  Enter the extension number for the telephone that you want 
calls transferred to when a caller presses “0” for the operator.  This may be any 
extension in your telephone system.   
System Password  Enter a four digit number that will be used by the system 
administrator to access and change system mailboxes.  The number entered must 
be followed by the pound (#) key.  The default system password is 0#. 
Nbr. Of Times to Hold   Enter the number of times that you will allow callers to 
hold for extensions that are busy.  The call hold option is controlled on an individual 
extension basis.  Refer to the Assigning and Editing Extensions in this section of the 
manual for details.  Caution should be taken when assigning this parameter, to keep 
 System Programming and Database Layout  •  24  
						

							 
the amount of time that a voice port is busy to a minimum.  The hold feature will 
only work on supervised transfers. 
Max Hold Time   If the hold feature is activated, enter the amount of time before 
Voice Connection will retry the busy extension.  The hold feature will only work 
on supervised transfers. 
Notify Port No.  Enter the number of the port that will handle the message 
notification calls.  This information is particularly important when message waiting 
lights are to be activated, because many telephone systems require that the same 
extension that turned on the light turn it off. 
Outdial Prefix  Enter the digit required by your telephone system to access central 
office lines.  Voice Connection uses these lines to place message notification calls to 
beepers or external telephones and faxing information.  The default code is 9.  Enter 
9 in this field unless you have programmed your telephone system for a different 
code.  If the telephone system has been programmed for a different code, enter the 
code programmed (up to 3 digits) in this field. 
System Broadcast Mailbox  Enter the number of the mailbox that you will assign to 
broadcast messages to all system users.  If a message is left in this mailbox then all 
users will hear the message when accessing their mailbox.  The default setting is 
999. 
Mailbox / DID Size  Enter the number of digits that callers will enter to access your 
user mailboxes.  Mailbox numbers larger or smaller than this parameter are not 
affected when sent through system database programming.  If your system is 
receiving DID calls to Voice Connection then enter the number of digits that Voice 
Connection receives from the DID circuits.  This number is normally set at 3.  Note:  
If you set this number larger than the number dialed, a pound must be en\
tered 
after the last digit dialed. 
Longest Message Record Time  This is a global setting for the amount of time that 
each message may be recorded before the system automatically cuts off the 
recording.  The number of seconds of recording time that you wish to allow is 
entered here.  This parameter may be overridden for an individual mailbox when the 
mailbox is created.  The default time for this parameter is 180 seconds. 
Shortest Message Time  Any message with a duration less than this setting Will 
Not Be Saved. The default setting is 5 seconds. 
Longest Greeting  Time  This parameter sets the global time in seconds that a 
personal greeting may be recorded for each mailbox.  The time entered here may be 
overridden when the individual mailbox is created.  The default setting for this 
parameter is 60 seconds or 1 minute. 
Pause Duration  Enter the amount of time in milliseconds that the system will pause 
and wait for dial tone, etc.  1000 milliseconds = 1 second.  The scale used is 1 = 10 
milliseconds.  Therefore, the default amount of 100 is equal to one (1) second.  The 
time entered in here will represented by a comma (,) in database programming.  
Refer to the section on Hold Sequences. 
Flash Duration  Enter the amount of time in milliseconds that your telephone 
system requires for a hook flash.  Refer to your telephone system documentation for 
this information.  Remember that a scale of 1 = 10 milliseconds is used. 
System Directory Mailbox  Enter the mailbox number created for the system 
directory .  The directory mailbox number must be entered before callers will have 
access to the directory feature.  
Directory Search By Last Name  This is the default setting, and will allow callers 
to enter the first three letters of a last name.  Voice Connection will then look for a 
 System Programming and Database Layout  •  25