VoiceTrak Avm Installation And Manitenance Manual

							 
THE SYSTEM GREETING ASKS CALLERS TO ENTER THE FIRST 
THREE LETTERS OF THE LAST NAME. 
Max Greeting Length  Enter the length in seconds that the Greeting can be 
recorded.  Note:  Enter information in this field only if the system-wide global 
parameter for this setting is not long enough. 
Write Button  Click the mouse on this button if the displayed information is correct 
and Voice Connection will automatically enter the information into the database. 
Cancel Button  Click the mouse on this button to exit this screen without saving 
changed information. 
Next Button  Clicking the mouse on this button will automatically write the 
information for this screen into the database and display the screen for the next 
mailbox in numerical order. 
Prev Button  Clicking the mouse on this button will automatically write the 
information for this screen into the database and display the screen for the previous 
mailbox in numerical order. 
 
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. 
 
Operator  Enter the extension where a call will be transferred when the caller 
presses O for the operator.  This may be any extension in your telephone system.  
Note:  The default operator extension is defined in the System Parameters. No 
entry is required unless you desire a different operator destination for\
 this 
mailbox.  An entry here will override the default operator extension.  This 
feature can be used to direct calls to different attendants when the Voice 
Connection is answering calls for multiple companies.  The feature can also be 
used to direct calls to personal or departmental secretaries. 
 System Programming and Database Layout  •  46  
						

							 
Name  Enter the name of the mailbox.  Information entered here will be displayed 
when the mailbox is assigned elsewhere in the database and the verify button is 
pressed. 
Greeting   Combo mailboxes can be used as main greetings or as part of a V-Tree 
structure for directing callers.  Voice Connection allows each combo mailbox to have 
three greetings that may be controlled by time of day changes.  Record the greetings 
referring to the section on Recording System Greetings.  When you record a greeting 
you may either activate the greeting or leave the old greeting active.  The time of day 
will control which greeting is active.  Enter the time of day (using a 24 hour clock) 
that the greeting will start playing and then enter the greeting number to play.  If only 
one time of day is entered then that greeting will play at all times.  A zero(0) is 
considered a blank field.  GREETING NUMBER ONE (1) MUST BE 
RECORDED AND WILL ACT AS THE DEFAULT GREETING IF NO TIME 
OF DAY CHANGES ARE PROGRAMMED. 
Override Greeting Number  One of the greetings may be used as an override 
greeting.  When active this greeting will play regardless of the time of day.  This 
feature is useful for unusual circumstances, such as an early closing due to weather 
or other emergency.  To use this feature enter  a greeting number in this box.  The 
greeting may be activated remotely from any telephone or by selecting the Override 
Scheduled Greeting Times checkbox. 
Mailbox Active  Does not apply. 
Max Greeting Length  Enter the time in seconds that a greeting for this mailbox can 
be recorded.  Enter this information only if the global system wide setting for this 
parameter needs to be overridden. 
Route Directly to MBX  When this option has been selected and the extension 
option Transfer calls directly to mailbox after hours has been selected, calls for 
that extension will be transferred directly to the mailbox. ( see page 8-39 )    
MBX/EXT  Enter the destination mailbox or extension number where the caller will 
be transferred when the associated DTMF key is pressed.  Digits entered in the 
telephone extension field in the Automated Attendant System Parameter screen will 
be blocked for entry on this screen.  This allows callers to enter extension numbers 
or a menu selection. Voice Connection allows you to direct calls differently for each 
greeting.  For example, if you want calls directed differently during the day  than at 
night, you would enter the extension information under the appropriate greeting 
numbers for each.   
Next Action  Enter the destination where the call will be transferred  if the caller 
presses no keys.  If nothing is entered in this box the caller will be transferred to the 
operator.  A different next action may be programmed for each greeting. 
Verify Button  When this button is clicked with the mouse the information typed in 
the name field for the mailbox number assigned will display under Name.   
Write Button  Click the mouse on this button if the displayed information is correct 
and Voice Connection will automatically enter the information into the database. 
Cancel Button  Click the mouse on this button to exit this screen without saving 
changes. 
Next Button  Clicking the mouse on this button will automatically write the 
information for this screen into the database and display the screen for the next 
mailbox in numerical order. 
Prev Button  Clicking the mouse on this button will automatically write the 
information for this screen into the database and display the screen for the previous 
mailbox in numerical order. 
 System Programming and Database Layout  •  47  
						

							 
Interview Mailbox 
For Detailed instructions on Interview Mailboxes, see Recording System Greetings. 
Interview mailboxes allow you to ask the caller a series of questions and record their 
answers.  The answers may then be played back later.  Voice Connection can record 
up to 50 questions in an interview mailbox. 
 
Operator  Enter the extension where a call will be transferred when the caller 
presses O for the operator.  This may be any extension in your telephone system.  
Note:  The default operator extension is defined in the System Parameters. No 
entry is required unless you desire a different operator destination for\
 this 
mailbox.  An entry here will override the default operator extension.  This 
feature can be used to direct calls to different attendants when the Voice 
Connection is answering calls for multiple companies.  The feature can also be 
used to direct calls to personal or departmental secretaries. 
Name  Enter the name of the mailbox.  Information entered here will be displayed 
when the mailbox is assigned elsewhere in the database and the verify button is 
pressed. 
Password  Enter a 4 digit password that the user will enter to retrieve messages and 
perform mailbox maintenance.  You may leave this field blank allowing the user to 
assign their own password. 
Play Default Greeting  When active, callers will hear a default greeting after 
hearing the personal greeting recorded for this mailbox and before messages are 
recorded.  If you do not want this greeting to play, allowing messages to be recorded 
immediately after the personal greeting is played, then you must deactivate this 
feature.   
Next Action  Enter the destination where the call will be transferred  if the caller 
presses no keys.  If nothing is entered in this box the caller will be transferred to the 
operator.  A different next action may be programmed for each greeting. 
Greeting 1, 2, 3  This mailbox can have 3 greetings any one of which may be active.  
Refer to the section on Recording Greetings.  Caution:  Do not activate any 
greeting from this screen until the greeting has been recorded.   
Max Greeting Length  Enter the length in seconds that the Greeting can be 
recorded.  Note:  Enter information in this field only if the system-wide global 
parameter for this setting is not long enough. 
 System Programming and Database Layout  •  48  
						

							 
Max Message Record Length  Enter the length in seconds that a message can be 
recorded.  Note:  Enter information in this field only if the system-wide global 
parameter for this setting is not long enough. 
Write Button  Click the mouse on this button if the displayed information is correct 
and Voice Connection will automatically enter the information into the database. 
Cancel Button  Click the mouse on this button to exit this screen without saving 
changes. 
Next Button  Clicking the mouse on this button will automatically write the 
information for this screen into the database and display the screen for the next 
mailbox in numerical order. 
Prev Button  Clicking the mouse on this button will automatically write the 
information for this screen into the database and display the screen for the previous 
mailbox in numerical order. 
  
Recorded Announcement Mailbox 
Recorded Announcement only mailboxes are used to provide information to callers.  
Callers are not allowed to leave messages. These mailboxes can also be used for 
recorded announcement messages for callers waiting to be answered in a UCD group 
when the telephone system allows. 
 
Operator  No entry required. 
Name  Enter the name of the mailbox.  Information entered here will be displayed 
when the mailbox is assigned elsewhere in the database and the verify button is 
pressed. 
Greeting 1, 2, 3  This mailbox can have 3 greetings any one of which may be active.  
Refer to the section on Recording Greetings.  Caution:  Do not activate any 
greeting from this screen until the greeting has been recorded. 
Max Greeting Length  Enter the length in seconds that the Greeting can be 
recorded.  Note:  Enter information in this field only if the system wide global 
parameter for this setting is not long enough. 
 System Programming and Database Layout  •  49  
						

							 
Next Action  Enter the destination where the call will be transferred  if the caller 
presses no keys.  If nothing is entered in this box the caller will be transferred to the 
operator.  A different next action may be programmed for each greeting. 
Options On  Does not apply. 
Mailbox Active  Does not apply. 
Write Button  Click the mouse on this button if the displayed information is correct 
and Voice Connection will automatically enter the information into the database. 
Cancel Button  Click the mouse on this button to exit this screen without saving 
changes. 
Next Button  Clicking the mouse on this button will automatically write the 
information for this screen into the database and display the screen for the next 
mailbox in numerical order. 
Prev Button  Clicking the mouse on this button will automatically write the 
information for this screen into the database and display the screen for the previous 
mailbox in numerical order.  
Using the Copy Feature 
You may change the features of one user mailbox or a group of user mailboxes with 
the Copy feature.  To activate this feature click the mouse on the Copy Button on the 
mailbox setup screen.  The following screen will be displayed.   
 
1.  Enter the mailbox number or range of numbers in fields one and two.  If you are 
only changing the features of one mailbox then no entry is needed in field number 
two. 
2.  Select the features that you would like active for this mailbox or group of 
mailboxes.  If the feature is checked active the feature will be activated in the 
mailboxes.  If the feature is not checked as active the feature will be deactivated in 
the mailboxes.  Caution:  Changing the features here will override the present 
settings in the mailboxes. 
3.  Click on the Change button to change the features. 
4.  Click on the Cancel button to exit without making changes. 
 System Programming and Database Layout  •  50  
						

							 
Assigning and Editing Extensions 
Before Voice Connection can transfer a call to an extension in the telephone system, 
you must assign the extension number in the database.  Several options are available 
that allow flexibility in the way the call is handled by the automated attendant 
portion of Voice Connection. 
Access Telephone Extensions from the System Programming menu.  The following 
screen will be displayed. 
 
Add Button  Used when new extensions are to be added to the database. 
Delete Button  Used when extensions are to be deleted from the database. 
Edit Button  Used to change the parameters for an extension. 
Quit Button  Closes this window. 
The following screens are accessible form this screen. 
Adding Extensions 
Add Button  Click the mouse on the add button to assign a new extension number.  
           
Extension  Enter the extension number to be assigned or the first extension in a 
range of extensions. 
To Extension  Enter the number of the last extension number in the range of 
extensions.  Leave this field blank if only one extension is being created. 
Mailbox  Enter the user mailbox number where callers will be sent if there is no 
answer or the station is busy.  If a range of extension numbers is being created the 
 System Programming and Database Layout  •  51  
						

							 
mailbox number for each extension will be the same as the extension number.  Enter 
NA if no mailbox is to be associated with this extension. 
Always blind transfer  Select this option if you wish calls to this extension to be 
transferred without supervision. Some telephone systems will recall to the voice mail 
on a busy or no answer condition and send the appropriate information to Voice 
Connection to  insure that the call is placed into the mailbox associated with this 
extension. 
Enable Call Screening  Select this option if you want calls transferred to this 
extension to be screened.  THIS OPTION WILL ONLY WORK IF A 
SUPERVISED TRANSFER IS PERFORMED. 
Allow hold for busy (when supervised transfer)  Select this option if you want the 
caller to be given the option to hold when encountering a busy condition at the 
extension.  THIS OPTION WILL ONLY WORK IF A SUPERVISED 
TRANSFER IS PERFORMED. 
Play Options Menu No Answer  (when supervised transfer)  Under normal 
operation a caller will be connected directly to the voice mailbox and hear the 
personal greeting when an extension  does not answer.  If the caller does not wish to 
leave a message they may press zero and receive other options.  As an option Voice 
Connection can be configured to inform the caller that the extension is not answering 
and at that time be given the option to leave a message or dial another extension.  If 
you wish to activate this option click the mouse button on this box.   THIS OPTION 
WILL ONLY WORK IF A SUPERVISED TRANSFER IS PERFORMED. 
Transfer Calls Directly to MBX, after hours  When this option has been selected 
and the Route Directly to MBX option  has been selected, calls for that extension 
will be transferred directly to the mailbox. ( This option is available in Menu, 
Combo, and Transfer mailboxes Only. )   
Create  Click the mouse on this button if the displayed information is correct and 
Voice Connection will automatically enter the information into the database. 
Cancel Button  Click the mouse on this button to exit without adding the extension 
to the database. 
Deleting Extensions 
Highlight an extension number and click the mouse on the delete button to delete the 
extension from the database.  Voice Connection will ask for confirmation before 
deleting. 
Editing Extensions 
Edit Button  Highlight an extension number and click the mouse on the edit button.  
Selecting this option will allow you to change the extension dialing parameters. 
 System Programming and Database Layout  •  52  
						

							 
  
Mailbox  Enter the user mailbox number where callers will be sent if there is no 
answer or the station is busy.  
Always blind transfer  Select this option if you wish calls to this extension to be 
transferred blindly or unsupervised.  Many telephone systems will recall to the voice 
mail on a busy or no answer condition and send the appropriate information to Voice 
Connection to insure that the call is placed into the mailbox associated with this 
extension. 
Enable Call Screening  Select this option if you want calls transferred to this 
extension to be screened.  THIS OPTION WILL ONLY WORK IF A 
SUPERVISED TRANSFER IS PERFORMED. 
Allow hold for busy (when supervised transfer)  Select this option if you want the 
caller to be given the option to hold when encountering a busy condition at the 
extension.  THIS OPTION WILL ONLY WORK IF A SUPERVISED 
TRANSFER IS PERFORMED. 
Play Options Menu No Answer  (when supervised transfer)  Under normal 
operation a caller will be connected directly to the voice mailbox and hear the 
personal greeting when an extension  does not answer.  If the caller does not wish to 
leave a message they may press zero and receive other options.  As an option, Voice 
Connection can be configured to inform the caller that the extension is not answering 
and at that time be given the option to leave a message or dial another extension.  If 
you wish to activate this option click the mouse button on this box.   THIS OPTION 
WILL ONLY WORK IF A SUPERVISED TRANSFER IS PERFORMED. 
Transfer Calls Directly to MBX, after hours  When this option has been selected 
and the Route Directly to MBX option  has been selected, calls for that extension 
will be transferred directly to the mailbox. (This option is available in Menu, 
Combo, and Transfer mailboxes Only.)   
Cancel Button  Click the mouse on this button to exit this screen without saving 
changed information. 
Write Button  Click the mouse on this button if the displayed information is correct 
and Voice Connection will automatically enter the information into the database. 
 System Programming and Database Layout  •  53  
						

							 
Recording System Greetings 
Voice Connection comes with system prompts already recorded.  However, greetings 
or prompts for system mailboxes such as menu and transfer must be recorded at the 
time of installation.  Though these greetings may be recorded from any telephone, 
you are required to enter Voice Connection as the system manager to record them. 
1. Call the Voice Connection system.  
2.   When your call is answered, press the star (*) key. 
3.           Voice Connection will prompt you for your mailbox number.   
                   Note: Do NOT enter your Mailbox Number. 
4. Press the pound (#) key. 
5. You will be asked to enter the system password. 
6. Enter the current password (The default password is 0#). 
If you have changed the system password, you must enter the new password at 
this time.  The pound (#) key MUST be pressed after the password has b\
een 
entered. 
7. Select one (1) to Edit System Mailboxes. 
8. Enter the number of the system mailbox that you wish to record.   
9. Press one (1) to record a new greeting. 
10. Start recording at the beep.  Press pound (#) when finished.  
11. You may then: 
 Press (1) to review your greeting; 
 Press (2) to save your greeting; 
 Press (3) to re-record your greeting. 
Make sure you accept the greeting and activate the greeting before you exit. 
13. You will then be returned to the Main System Manager Menu.  
14. Repeat this procedure for each greeting to be recorded. 
Refer to the section Assigning System Greeting Mailboxes for further information.  
Voice Connection allows you to record three greetings for each mailbox, any one of 
which may be active at a time.  If you wish to record additional greetings or activate 
a different greeting, follow the above procedures to access the mailbox.  Make the 
proper choice at the menu. 
 Recording System Greetings  •  54  
						

							 
Setting Up Interview Mailboxes 
Interview Mailboxes ask the caller a series of questions that may then be retrieved 
later by accessing the mailbox.  You may have as many interview mailboxes as you 
like, and may record up to fifty questions in each one.  Detailed instructions about 
setting up Interview mailboxes from beginning to end follow.   
1.  At the Voice Connection main screen click Config, then Mailbox Setup. 
2.  From Mailbox setup, click on the Add button. 
3.  Enter the interview mailbox number, and then enter V under Mailbox Type. 
4.  Click on the Create button. 
5.  Highlight the Mailbox by clicking on it, and then click the Edit button. 
6.  Enter the name of the Mailbox under the name field, and, if you wish to override 
the system-wide defaults, enter your desired maximums (in seconds) under the Max 
Greeting Length and Max Message Length.  Only do this if either the questions or 
the answers are going to be particularly long; otherwise, you may leave these fields 
blank. 
7.  If you want the caller to go somewhere besides the Main Menu when they are 
done, enter the extension you wish them to go to in the Next Action field. 
8.  Click on the Write button. 
Voice Connection does come with system prompts already recorded, including a 
default greeting for the Interview Mailbox.  You may still wish to record your own, 
though; it is recommended that you listen to the default greeting first.   
Recording Greetings and Questions 
Even if you do not decide to change the default greeting for the Interview mailbox, 
you still need to record the questions.  Detailed instructions for both of these actions 
follow. 
 1.  Call the Voice Connection system, and access the Interview mailbox. 
 2.  When the default greeting begins, press the pound (#) key. 
 3.  You will be prompted for your password. 
 4.  Enter the current password (the default is #).     
 5.  Select four (4) to Record a New Greeting. 
  1.    Select your greeting number (One through Three). 
   2.    Record your new greeting, and press (#) when you are done. 
3 You will be returned to the Interview mailboxs Main Menu. 
6 If you want to record the questions, press two (2). 
You may record over previously 
recorded questions by entering the 
question number and recording at the 
beep. 
7 To record question one, press (1).  For question two, press (2), etc.  
Starts speaking at the beep and press the pound (#) key when you are 
finished recording.  When you have recorded all of your questions, 
press the star (*) key to exit to the main menu of the Interview 
Mailbox. 
 
 Recording System Greetings  •  55