VoiceTrak Avm Installation And Manitenance Manual

							 
Do you want the receptionist to answer all calls? 
Do you want Voice Connection or the receptionist to answer overflow calls? 
Do you want your employees to call the voice mail system directly? 
Are all of your calls screened before they are transferred? 
If the receptionist will answer all calls, do you want the caller to be given the option 
of leaving a message or to be transferred to the voice mail? 
Will your telephone system transfer calls directly to the voice mail and pass 
information on where the call came from? 
Does your telephone system have message waiting lights on the telephones? 
Can you light the message waiting light by dialing a touch tone code? 
If message-waiting lamps can be activated, do you want Voice Connection to light 
them when messages are present in the users mailbox? 
How are your service calls handled after hours? 
Do service people have beepers? 
Do any other employees have beepers? 
How many departments does your organization have? 
Do you want calls to be transferred directly to any of these departments? 
Is there any repetitive information, such as hours, schedules or directions, that callers 
request frequently? 
Would you like Voice Connection to handle these calls? 
Do any of the routine requests (such as product info) require material to be faxed?  
Are there any other applications for Voice Connections Fax On Demand option? 
Do you have outside salespeople? 
Do you have outside service people?  How are they dispatched? 
When calls are answered by Voice Connection, do you want the callers to be played 
a menu of choices, or do you want them to only dial an extension or the operator? 
Would you like callers to access a company directory? 
Will Voice Connection answer calls for more than one company? 
Are there any audiotext applications (applications that require callers to enter digits 
to obtain information)?   
Do you want callers to receive a different greeting after hours or on weekends? 
Do you want callers to be given a menu of choices when they call after hours? 
If the receptionist answers calls during the day, do you want Voice Connection to 
answer them at night? 
Do you have any customers, clients or vendors that you would like to have a mailbox 
on your system? 
Do your department managers or supervisors sometimes need to distribute the same 
information to all of their people? 
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Planning the Layout 
After you have gathered the necessary information sketch out a flowchart of the call 
flow and fill in the programming sheets.  When selecting mailbox numbers, it is 
easier to keep them straight if you use a block of numbers for each type (100-199 
menu, 200-299 user, etc.).  Note:  Always determine the numbering scheme for 
the user mailboxes first.  It is strongly suggested that you assign users the same 
mailbox number as their telephone extension number.  Examine your flowchart 
and decide which type of mailbox should be used for each step.  It may help to 
review the section on Mailbox Types at this time. 
Caution:  Voice Connection gives you complete flexibility in chaining mailboxes 
together.  Care should be taken to insure that callers are not placed in loops 
with no exit. 
 
Examples 
In this section, two examples of typical installations will be given.  In the first 
example, the Voice Connection system will be used as a Primary Answering 
Position and callers will be given a menu of choices.  In the second example, Voice 
Connection will be used as a Secondary Answering Position during business hours 
and as a primary answering position for all other times.  Employees with user 
mailboxes can call the system directly to retrieve messages.  When calls are 
answered by Voice Connection, callers will be allowed to dial an extension or the 
operator. 
EXAMPLE ONE 
ACE Computers is a large computer company that sells both hardware and software.  
They also provide service on equipment.  The company wants the Voice Connection 
system to answer all calls 24 hours a day.   
 
Callers will be given a choice to dial an extension, connect to sales or service, 
receive product information via voice or fax, access a company directory or dial the 
operator. Hardware sales is located at extension 120 and software sales at extension 
125.  Service calls are taken at extension 130.  ACE would also like service 
customers to be able to check on the status of their system without tying up the 
technical department. 
Step One 
Draw a flowchart sketch of the layout and identify what type of mailbox to use for 
each step. 
 
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Step Two 
Assign mailbox numbers for all types and identify extension numbers for locations 
that will receive calls from the menu structure.  In our example, the telephone 
extensions are numbered from 100 to 199.  We will start by assigning the user 
mailboxes first, using the same numbering scheme. 
Pencil in the mailbox and extension numbers on your sketch. 
Step Three 
Draw a flowchart sketch of the layout and identify showing the type of mailbox and 
the mailbox number or extension number for each selection. 
 
 
Step Four 
Enter the information into the Voice Connection system. 
The information must now be entered into the Voice Connection database.  Referring 
to the section on System Programming and Database Layout, enter the 
information from the programming sheets.  When you have finished, refer to the 
section on Assigning and Editing Mailboxes and create all of the mailboxes for the 
system, using the programming work sheet for Mailbox Assignments as a guide for 
this step.  After the mailboxes have been created, edit each one by entering the 
appropriate information.  Refer to the Menu Mailbox Worksheet and the information 
in the Assigning and Editing Mailboxes section during this step.  Finally, refer to 
the section on Assigning and Editing Extensions and enter the telephone extension 
information. 
Step Five 
Write out all of the system greetings and record them. 
Menu Mailbox 200 (Main Greeting) 
Thank you for calling ACE Computers.  For Sales, press One, for Service, press 
Two, to dial an extension, press Three, for  product information, press Four.  Press 
pound for a company directory, press Zero for the operator, or just stay on the line 
and you will be connected. 
Menu Mailbox 201 (Sales) 
For hardware sales, press One.  For software sales, press Two. 
 
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Menu Mailbox 202 (Service) 
To check the status of your item being serviced, press One.  To place a service call, 
press Two. 
Menu Mailbox 203 (Product information) 
To receive FAX information, press One.  To listen to product descriptions, press 
Two. 
Audiotext Mailbox 500 (Invoice number) 
Please enter the last four digits of your service ticket number. 
Menu Mailbox 204 (FAX information) 
For product 1, press One.  For product 2, press Two. 
Menu Mailbox 205 (Voice information) 
For product 1, press One.  For product 2, press Two.  For product 3, press Three. 
Play Only Mailbox 1001 (Product 1 information) 
The ACE Pentium 175 is packaged as a complete turn-key system.  Included is a 3 
1/2 2.88 meg floppy drive, a ten-speed CD-ROM, a 2 gigabyte hard drive, 512 k 
pipeline cache, 32 megs of RAM, and a 20 XGA monitor. 
Similar recordings may be made for other product information.  Mailboxes reserved 
for service status may be recorded as the need dictates. 
Step Six 
Program the telephone system. 
Programming the telephone system for this example is simple and straight forward.  
Since Voice Connection is answering all calls, 24 hours a day, we only need to make 
two program changes.   
Assign the telephone extensions connected to Voice Connection to a  hunt group.  
When extensions are placed in a hunt group calls sent to the group will go to the first 
extension in the group that is not busy.  This allows calls to be answered by any free 
port on the Voice Connection system.  Only when all extensions in the hunt group 
are busy does the telephone system return a busy.  Your incoming lines from the 
telephone company work the same way. 
Program the incoming lines (C.O. lines) from the telephone company to ring the first 
extension in the hunt group assigned (connected to Voice Connection) in step 
number one.  This can be accomplished by assigning all of the incoming lines as 
Direct In Lines (DIL) to ring at the first extension in the hunt group.  If the telephone 
system does not have a DIL feature then program all of the incoming lines to ring the 
first extension in the hunt group with the Flexible Ringing Assignment feature. 
Note:  Some telephone systems may not have a hunt group feature or it may be 
difficult to assign all incoming lines to ring at one extension.  If you encounter this 
problem then try assigning each incoming line to ring a different extension attached 
to Voice Connection.  C.O. line one to port one, C.O. line two to port two, etc.  After 
you run out of ports, start over (C.O. line five to port one etc.). 
 
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EXAMPLE TWO 
FBN, Inc. is a smaller company that wants all calls answered by the receptionist 
during business hours.  They would like Voice Connection to answer the calls during 
non-business hours.  Employees should be able to dial directly into the voice mail 
system from outside of the office.  Callers wishing to leave messages will be 
transferred into the voice mail by the receptionist.  After hours callers may dial an 
extension, or leave messages in a company mailbox. 
Step One 
Draw a flowchart sketch of the layout and identify each type of mailbox, showing the 
mailbox number and/or extension number for each selection. 
 
Step Two 
Enter the information into the Voice Connection system. 
The information must now be entered into the Voice Connection database.  Referring 
to the section on System Programming and Database Layout, enter the information 
from the programming sheets.  When you have finished, refer to the section on 
Assigning and Editing Mailboxes and create all of the mailboxes for the system, 
using the programming worksheet for Mailbox Assignments as a guide for this step.  
After the mailboxes have been created, edit each one by entering the appropriate 
information.  Refer to the Assigning and Editing Mailboxes section during this step.  
Finally, refer to the section on Assigning and Editing Extensions and enter the 
telephone extension information. 
Step Three 
Write out all of the system greetings and record them. 
Mailbox 300 Main Greeting (transfer) 
Thank you for calling FBN, Inc.  If you are calling from a touch-tone telephone and 
know the extension number of the party you wish to reach, enter it now.  Press pound 
for a company directory.  Press Zero for the operator or stay on the line and you will 
be connected. 
Mailbox 301 Night Greeting (transfer) 
Thank you for calling FBN, Inc.  Our business hours are from 8:30 AM to 5:30 PM, 
Monday through Friday.  If you are calling from a touch-tone telephone you may dial 
an extension number at this time.  Press pound for a company directory, or hold and 
you will be connected to the main message center. 
 
 
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Step Four 
Program the telephone system. 
Because the system will answer differently during business hours than non-business 
hours and provide backup for the operator, the telephone system in this example 
requires more programming than the first example. 
Assign the extensions connected to Voice Connection to a hunt group as in example 
one. 
The telephone system will have a feature called Day Mode and Night Mode.  This 
feature allows you to make different telephones ring during the day than at night.  In 
the day mode, program all of the incoming lines to ring at the operators extension 
If the telephone system has a Delayed Ring Assignment feature, then program the 
first extension connected to Voice Connection as a delayed ringing assignment.  
With this feature, calls that ring at the operators extension longer than a preset 
amount of time will also ring on the extension assigned to Voice Connection.  Voice 
Connection will answer the call, thereby acting as a backup for the operator. 
In the Night Mode, program all of the incoming lines to ring the first extension 
connected to Voice Connection.  To accomplish this, use the same features as 
outlined in step two of example one. 
In our example, employees will be calling directly into Voice Connection to retrieve 
their messages.  To accomplish this, we need to assign one or more incoming lines to 
ring at Voice Connection in both the day and night mode.  Employees will call this 
line.  The line may be assigned to ring using the same features as outlined in step two 
of example one.  Note:  It is best to assign incoming lines that are not in the same 
central office hunt group as the lines being answered by the operator.  \
 
Otherwise, some calls that normally would go to the operator may be answered 
by Voice Connection. 
Fax on Demand 
If your Voice Connection system is equipped with the FAX on Demand option, 
callers may have information faxed directly to them from the Voice Connection 
system. The information that is faxed may be text file or a graphic file that has been 
faxed into the Voice Connection system. 
 
A complete set of documentation for the fax board installed in your system has been 
included. Please take the time to review this information and become familiar with 
its operation. 
 
 Fax on Demand  •  71  
						

							 
Fax Board Setup 
 
If your Voice Connection fax option was installed at the factory, then your fax board 
has been installed and configured for your system. If you are installing the fax board, 
please refer to the documentation included with the board for installation 
instructions. 
 
When configuring the fax software several options need to be set. Factory installed 
boards have these options preset and they should work with the great majority of 
installations. Should changes be necessary please consult your fax board 
documentation or call your dealer or Voice Connection customer support. Boards not 
installed at the factory will require some minor changes to the default configuration 
installed by the installation program. Listed below are the proper settings.  
All of the option tables that are listed are accessed through the Advanced Setup 
routine. To access this routine exit the Voice Connection system by clicking the 
mouse on the quit option under the files menu and selecting yes at the confirm 
prompt. 
• Select Configure FAX Software Options from the menu that appears. 
 
• After pressing the return key two more times you will be presented with the 
main OPTIONS menu. 
 
• Move the cursor to Advanced setup and press return. The following menu will 
appear. 
 
 
• Move the cursor to Advanced setup and press return. 
 
 Fax on Demand  •  72  
						

							 
The following screens represent the proper configuration for the Voice Connection 
fax board settings. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Fax on Demand  •  73  
						

							 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Fax on Demand  •  74  
						

							 
  
 
 
Loading Documents to be Faxed 
 
Documents may be loaded into the Voice Connection system from a FAX machine 
or by copying the files directly from a floppy disk. 
 
Receiving Faxed Documents from a FAX machine 
 
 
1. Create a FAX mailbox. 
2. Edit the FAX mailbox just created. 
3. Enter the name for this mailbox in the Name text box. 
4. Enter the Fax Filename in the Fax File Name text box. The following 
format must be used: FAXBACK\[filename]. 
5. Select the PCX Multi-Page Document Option. 
6. Click the mouse on the Enable Receiving Faxes Button. 
7. From your fax machine dial the number assigned to the fax modem. 
8. When the fax has been received, click the mouse on the Disable Receiving 
Faxes Button 
 Fax on Demand  •  75