VoiceTrak Avm Installation And Manitenance Manual

							 
Sample Greetings 
Provided in this section are examples of some typical greetings that may be recorded 
and used in the Voice Connection system.  Sample greetings are given for Menu 
mailboxes and Transfer mailboxes for both the day and night.  A sample greeting is 
also given for a User mailbox. 
Menu Mailbox 
Day greeting 
Thank you for calling Ace Computers.  For Sales, press One, for Service, press 
Two, to dial an extension number, press Three.  Press Pound for a company 
directory.  Press Zero for the operator, or hold and you will be transferred to the 
operator. 
Night Greeting 
Thank you for calling Ace Computers.  Our business hours are 9 AM to 5 PM, 
Monday through Friday.  If you need emergency service, please press One, to dial an 
extension, press Two.  Press Pound for a company directory,  or press Zero or stay 
on the line to leave a message at the message center. 
Transfer Mailbox 
Day Greeting 
Thank you for calling Ace Computers.  If you are calling from a touch-tone 
telephone and know the extension number of the party you wish to reach, please 
enter it now.  Otherwise, press pound for a company directory, press zero for the 
operator or hold and you will be connected. 
Night Greeting 
Thank you for calling Ace Computers.  Our business hours are from 9 AM to 5 PM, 
Monday through Friday.  You may dial an extension number or press pound for a 
company directory.  If you would like to leave a message at the message center, 
please press Zero, or hold and you will be connected. 
User Mailbox 
Hi, this is John Smith, extension 101.  I am unable to answer your call at this time, 
so please leave your name, number, and a brief message, and I will return your call 
as soon as possible.  Thank you. 
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Assigning Main System Greetings 
The main system greeting (the one callers hear when Voice Connection answers) 
must be assigned to each port.  Greetings must be assigned for day and night as well 
as days of the week.  With Voice Connection you have the flexibility to assign a 
different greeting to each port.  Different greetings may be assigned for different 
days or time of day. 
Main greetings are generally assigned to Combo Mailboxes, Menu Mailboxes or 
Transfer Mailboxes.  In this section you will find a description for assigning 
mailboxes and greetings for each of these types of mailboxes. 
Mailbox Selection 
Before you select the type of mailbox for your main greeting, you must first 
determine how the calls will be routed after the call has been answered by the Voice 
Connection system.  Each type of mailbox offers you different options.  A brief 
description of each follows. 
Transfer Mailbox  Transfer mailboxes give callers the option to enter the extension 
number for the desired party, to dial the operator, or to access the company directory.  
If the caller chooses not to enter any information, they will be routed to the 
destination entered in the Next Action field of the transfer mailbox.  This destination 
is normally the attendants extension. 
 
 
 
 
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Menu Mailbox  Menu Mailboxes offer the caller a choice of items (e.g., for Sales 
press One, for Service press Two, etc.) that, when selected, will automatically route 
the caller to the proper extension or mailbox.   While the caller also has the option to 
either dial the operator or access the company directory, they cannot dial directly in 
to an extension, being limited to the menu of choices that the mailbox has been 
programmed with.  If the caller chooses not to enter any information, they will be 
routed to the destination entered in the Next Action field, the same as for a Transfer 
Mailbox. 
 
Combo Mailbox  Combo Mailboxes combine the features of both the Transfer and 
Menu mailboxes.  Callers may elect to dial an extension number or select from a list 
of choices, while also having the option to dial the operator, or access a company 
directory.  If the caller chooses not to enter any information, they will be routed to 
the destination entered in the Next Action field. 
 
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Creating and Assigning the Mailbox 
Creating the Mailbox 
After you have selected the type of mailbox that will act as your main greeting, you 
will need to create, edit, assign and record the greetings for the mailbox.   
1  Select Mailbox Setup from the Config Menu. 
2  When the mailbox listbox appears click the mouse on ADD. 
3  Assign a number for the mailbox. 
4  Enter the type of mailbox to be created. 
5  Create the mailbox. 
After you have created the mailbox, select EDIT and enter the appropriate 
information.  Refer to the section on System Programming and Database Layout for 
an explanation of the fields. 
Assigning the Mailbox 
After the mailbox has been created, it must be assigned as the main greeting for each 
port or trunk number. 
1.  Select Auto Attendant Greeting Setup from the Config Menu. 
2.  Enter the appropriate range of ports or trunk numbers. 
3.  Enter the appropriate mailbox that will act as the main greeting for each day of 
the week. 
4. Click the mouse on the Write button. 
 
 
 
 
 
 
 
 
 Assigning Main System Greetings  •  59  
						

							 
Recording the Greetings 
Refer to the section of this manual on Recording System Greetings and record the 
greetings for each mailbox that has been assigned as a main greeting. 
You must record at least one greeting 
(greeting number one) for each 
mailbox.  If no time of day changes are 
entered, then greeting number one will 
play at all times. 
Make sure you enter the time in a 24 
hour format (5pm is 1700). 
Each of the three types of mailboxes allows three greetings to be recorded.  These 
greetings may be automatically activated and deactivated based on the time of day.   
A common practice is to record the day greeting as greeting number one and the 
night greeting as greeting number two.  The beginning time for normal business 
hours and greeting one is entered on the first line.  The ending time for the normal 
business hours and the starting time of greeting number two is entered on the second 
line.  If the normal hours are from 9 AM to 5 PM then greeting one will play from 9 
AM to 5 PM and greeting two will play from 5 PM until 9 AM the next morning.    
If desired, greeting number three may also be used.  Voice Connection allows you to 
have 3 greetings with 4 different time of day changes for each mailbox. 
When this greeting is activated, it will 
override all time of day changes and 
continue to play until deactivated. 
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 the Override greeting box (normally greeting 
number 3).  You may now call, record, and activate this greeting at any time from 
any telephone.   
Directory 
For callers that do not know which extension number to dial, Voice Connection has a 
directory feature. If this feature is activated, callers are given the option to access the 
directory by pressing the pound (#) key on their telephone.  The caller will then be 
prompted to enter the first three letters of their party’s name. 
Programming the Directory Mailbox 
Before the directory feature can be used a directory mailbox must be created. 
1.  Select Config, Mailbox Setup. 
2.  Click the mouse on the Add button. 
3.  Enter the mailbox number and select “I” for type. 
4.  Create the mailbox by clicking the Create button. 
5.  Once the mailbox has been created, highlight the mailbox number on the list and 
click edit. 
6.  When the mailbox screen appears, enter the mailbox name in the Name field 
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7. In the Digits Expected field, enter a number from 1 to 9.   
The number you enter here must be equal to the number of digits in your extension 
numbers. 
8.  Do not enter any other information at this time. 
9.  Click on the Write button to exit. 
Assigning Names to the Directory 
Please make every effort to assign the 
same number to the mailbox and 
extension.  If the user does not have an 
extension then any mailbox may be 
used. 
After the directory mailbox has been created and programmed, the names must be 
added.  This is accomplished in two steps.  First the names will be entered by editing 
the user mailboxes and then the names and extension numbers will be recorded.  
Refer to the section on Recording Directory Information.   
1.  Select Config, Mailbox Setup. 
2.  Highlight the first user mailbox displayed. 
3.  Click on the Edit button. 
4.  If you have not already done so, enter the user name in the Name field.  Enter the 
last name first, if the directory is to be accessed by last name, or the first name first if 
the directory is to be accessed by first name. 
5.  Click the mouse on the Add To Directory button.   
6.  The name will automatically be added to the directory. 
7.  Repeat the above steps for all user mailboxes. 
To change a directory listing from one name to another, you must first delete the 
old name from the directory.  To do this, you must follow all the steps up to 
number three, above, and then, instead of clicking on the Add To Directory button, 
click on the Delete From Directory button.  Then, enter the new name in the 
appropriate fields, and click on the Add To Directory button.  
 
Recording Directory Information 
The directory information must now be recorded for playback to the caller.  To do 
this you must access the Voice Connection as the system manager. 
1.  Call the extension number that is assigned to the Voice Connection System.   
2.  When the system answers, press the star key.  When the system asks for a 
mailbox number, press the pound key. 
3.  You will then be prompted to enter the system password.   You must enter a 
pound after entering the system password. 
4.  Once the password is entered, you will be given a menu of choices.  
5.  Choose “Record Directory Information.”  You will then be prompted for a 
mailbox number.  
6. Enter the number of the mailbox for the user that is to be listed in the directory.   
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7.  When you hear the tone, record the information for this user (e.g., For John 
Smith dial 123). 
8.  Press any key after the information has been recorded to stop recordin\
g. 
9.  You will then be prompted for the next mailbox number. 
Repeat the above steps for all names to be added to the directory. 
Assigning the Directory Mailbox 
Before Voice Connection can access a directory, the directory mailbox must be 
assigned. 
 
1.  Select System Parameters from the Config Menu. 
2.  Enter the directory mailbox number  
3.  The directory may be searched by first or last name; the default option is last 
name.  If you desire to have the directory search by first name you must click on the 
Select box to deactivate the last name search.  Then you must edit the user mailboxes 
by removing and then re-adding all of the names to the directory. 
The default recording for the directory will ask the caller to enter the first 3 letters of 
the last name.  The digit 1 is used for Q and Z.  If this prompt is acceptable then no 
further action needs to be taken. 
If the default prompt, is not acceptable then a new prompt may be recorded for this 
mailbox.  Refer to the section on Recording System Greetings for this procedure. 
USER NAMES 
Voice Connection allows the mailbox owner or the system manager to record the 
name associated with this mailbox.  Mailbox owners may record their name by 
pressing  when listening to the user menu.   
System managers may record names by accessing Voice Connection and entering the 
system password.  When the menu is played, select  and enter the mailbox 
number at the prompt.  Record the name for that mailbox after the beep.   
Once the names have been recorded the caller will hear the name after dialing the 
extension number (e.g., “Transferring to John Smith.”). 
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Maintenance Utilities 
Re-Installing or Upgrading Software 
The main program for the Voice connection system has been loaded at the factory 
and initial software installation is unnecessary; however, in the unlikely event of 
catastrophic failure (power surge, equipment malfunction, etc.), each system is 
supplied with a set of back-up diskettes.  Also, future enhancements in the software 
will be provided to you on a set of diskettes with full instructions on the installation 
procedure. 
In the event that it becomes necessary to re-install or update the system software, 
please use the following procedure: 
1.  Click on the Quit option of the Main Menu bar. 
2.  The Voice Connection system will ask for confirmation. 
3.  Select Yes. 
4.  If you are prompted to Compress Disk Now and Reboot? choose No.   
A menu with several options will appear.  If you are upgrading the 
software, select Upgrade and follow the prompts on the screen.  If 
you are reinstalling the software, select Re-Install and follow the 
prompts on the screen.             
Database Backup 
Backup of the system database is highly recommended, after the initial database 
programming is complete.  Additional backups should be performed after every 
change in the database information.  To make backup copies, perform the following 
steps: 
1.  Click the mouse on the Quit button on the Main Menu screen. 
2.  The Voice Connection system will ask for confirmation. 
3.  Select Yes. 
4.  If you are prompted to Compress Disk Now and Reboot? choose No. 
When the Voice Connection Maintenance Menu appears, select Backup (1 or 2, 
depending) and follow the instructions on the screen. 
 
 Maintenance Utilities  •  63  
						

							 
Examples 
Primary Answering Position 
When Voice Connection is configured as the primary answering position, all calls 
received by the telephone system are directed to Voice Connection.  Voice 
Connection answers the calls and plays a greeting.  The callers may then direct 
themselves to the proper extension or department within the organization.  If the 
called party does not answer, then the caller will be given the option of leaving a 
message. 
Under this configuration, the incoming C.O. lines are in one Hunt Group and all lines 
are programmed to ring the Voice Connection extensions via the DIL or Flexible 
ringing assignment features.  In the event that all Voice Connection extensions are 
busy, the telephone system should be programmed to direct the incoming calls to 
another extension via the delayed ringing feature. 
Secondary Answering Position 
Some companies prefer to have first time callers answered by an operator.  In this 
case, the Voice Connection system is configured as a secondary answering position. 
Regular callers and employees can be given another number that is answered by 
Voice Connection where they can be directed to the desired extension and leave a 
message when the called party does not answer.  The operator has the ability to 
transfer callers to the correct mailbox when the requested party does not answer. 
Under this configuration, the incoming C.O. lines are divided into two Hunt Groups.  
One group is assigned to ring at the operators telephone while the other group is 
assigned to ring at the Voice Connection extensions.  Both DIL and Flexible ringing 
assignments can be used to accomplish this. 
Overflow Answering Position 
With this option, all incoming calls are answered by the operator.  However, should 
the operator not answer a call within a pre-set amount of time the call is answered by 
the Voice Connection system. 
Under this configuration, the incoming C.O. lines can be in one Hunt Group.  
However, do not forget that unless at least one line is programmed to be answered by 
the Voice Connection system, employees outside of the office cannot call directly 
into Voice Connection to check their messages.  Therefore, it is advisable to have 
incoming C.O. lines in more than one group. 
 
 
 Examples  •  64  
						

							 
Multiple Applications 
Voice Connection may be configured to answer calls for more than one company or 
department.  Each port within Voice Connection can be programmed to play a 
different greeting.   
Under this configuration, incoming C.O. lines are divided into the number of Hunt 
Groups necessary to accomplish the multiple applications. 
Answering Service 
Voice Connection can be used as an answering service remotely or within an office 
that sub-leases space to tenants for a varying period.  
Under this configuration, tenants or customers are assigned DID numbers that 
terminate in the Voice Connection system.  When a call is received and answered, 
the caller hears the personal greeting of the individual. 
Applications 
How to Determine the Correct Setup for Your Installation 
Call flow through Voice Connection is an important consideration.  First, you must 
determine what your applications are and then select the proper flow for each 
application.  If your system is poorly set up, people risk being sent in circles without 
ever being able to talk to anyone, or even to get where it is they need to go for the 
information they want!  A system which is properly set up will not only handle calls 
more efficiently, but create a much more professional image, while a poorly set up 
system can cause frustration and loss of clientele.  From the initial greeting to the 
time your client hangs up the line, everything in the system should be clear, concise, 
and should quickly get your callers where they need to go. 
Gathering Information 
Talk to as many people in your organization as possible.  Ask questions.  Find out 
how they handle telephone calls;  ask for their opinions on how they would like to 
have their calls processed.  Taking the time to do this before programming the 
system can save you a good deal of effort once the system is installed. 
The following questions are intended as a general guide for you to follow when you 
gather your information: 
Do you want Voice Connection to answer all calls? 
 Applications  •  65