VoiceTrak Voice Mail Auto Attendant System User Guide

							Press 1 to re-record system prompts.    
 
Important Note:  All system prompts are set as read only when shipped.  This 
prevents accidental erasure.  You must unprotect the prompts before the 
recordings can be changed.   
 
1.  Exit VoiceTrak. 
2.  At C2C:\, type CD PROMPTS  
3.  At C2C:\PROMPTS>, type ATTRIB *.*  -R  
4.  At C2C:\PROMPTS>, type CD ..  
5.  At C2C:\, type C2C  
 
System will restart and prompts can now be recorded.  Prompts can 
be obtained by calling VoiceTrak. 
 
Enter system setup as explained above and then dial the prompt number 
followed by the * to listen or # to record.  After recording prompts: 
 
1.  Exit VoiceTrak. 
2.  At C2C:\, type CD PROMPTS  
3.  At C2C:\PROMPTS>, type ATTRIB *.* +R  
4.  At C2C:\PROMPTS>, type CD .. 
5.  At C2C:\, type C2C  
 
Press 2 to record spoken names.  This is an expeditious way to record all spoken 
names during initial setup.  Enter the mailbox number, begin recording at the 
tone and touch # when finished.  Continue recording all spoken names. 
 
Press 4 for department recording maintenance.  See Recording Departments. 
 
Press 5 for salutation recording maintenance.  See Recording Salutations. 
 
Press 6 to set the system date and time. 
1 plays the current system date. 
2 plays the current system time. 
3 sets the current date in six- or eight-digit format. 
8 sets the current system time in four- or six-digit format. 
  
Note:  The system time/date may also be set by using MS-DOS commands.  Exit 
VoiceTrak and type TIME .  Using the format listed, enter the current time and 
press .  Follow the same procedure by typing DATE and follow the above 
structions. in 
 
 
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							Salutation Maintenance 
 
 
Overview 
Salutations are the main greetings callers hear when they call the system.  One 
salutation can be programmed to play 24 hours a day, 365 days a year, or\
 multiple 
salutations can be programmed to play based on time, date, day or port called.  Turnkey 
systems shipped to the customer will include all recordings and salutati\
ons requested 
prior to installation.    Most companies using full or overflow auto attendant usually opt 
to have an open and closed salutation.  Companies using auto attendant a\
fter hours 
usually opt to have one salutation play 24-hours a day. 
 
Salutations are defined by two-digit numbers. The following choices are available: 
00 Default salutation shipped with systems.  It is recommended that the 
closed salutation for the company be defined as salutation 00 that pla\
ys 
seven days a week, 24-hours a day.  Other defined salutations will 
overwrite this salutation. 
01-79 Salutation numbers with all features. 
80-89 Voice mail ports only.  When the mailbox number is dialed from one of 
these ports, VoiceTrak will not attempt to ring an extension, but will 
transfer directly to the mailbox personal greeting regardless of the DND 
setting for that box.  This is an alternative approach for phone systems\
 
that are capable of forwarding a caller to voice mail, but cant include\
 a 
prefix digit in the forwarding sequence.  
90-99 Salutations defined in this range will play the greeting, then disconnect the 
caller.  No input will be allowed by the caller.  Some companies use thi\
s 
for after-hours technical support lines, or 800 numbers, thereby reducin\
g 
toll charges. 
Setup 
Develop scripts for the salutation(s).  Determine when the salutations will play.  If you 
have multiple companies using VoiceTrak, determine which ports will play\
 which 
salutations.  Also see S Boxes, for an alternative approach.   
 
Access VoiceTrak and choose Mapping/Salutation Maintenance from the pull\
down 
menus.  Press  until you see the Salutation Maintenance screen. 
 
Sal Number  The salutation number assigned. 
Board Channel The board port on which the salutation will play.  If ports 
are not being split for different companies, set for 00. 
Day On   The day the salutation will begin  playing.  Expressed as a 
date (Jan. 1=0101, Dec. 21=1221) or a day: 
*100=Sunday 
*200=Monday 
*300=Tuesday 
*400=Wednesday 
 
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							*500=Thursday 
*600=Friday 
*700=Saturday 
Time On  The time the salutation will begin playing.  Expressed in 
military time (IE 8:00 a.m.=0800, 8:00 p.m. = 2000.) 
Day Off  The day the salutation will stop  playing.  Expressed as a 
date (Jan. 1=0101, Dec. 21=1221) or a day: 
(See Day On for codes:  *100=Sunday, etc.) 
Time Off  The time the salutation will stop playing.  Expressed in 
military time (IE 8:00 a.m.=0800, 8:00 p.m. = 2000.) 
 
S Boxes  
S boxes can provide an efficient way to route callers to the correct salutation if multiple 
companies share a VoiceTrak system.   THE PHONE SYSTEM MUST SUPPORT 
DIRECTING INCOMING CALLS TO A HUNT GROUP OR STATION THAT CAN THEN 
FORWARD TO A SPECIFIC VOICETRAK MAILBOX.  If you are unsure if the phone 
system supports this feature, please contact your dealer. 
 
If the phone system does not support this feature, the S box feature will not work. 
 
To set up: 
 
1. Establish a phone system hunt group (or phone system  extension) and direct 
the incoming calls to this hunt group.  
 
2. Forward the hunt group (or extension) to a specific mailbox set up in 
VoiceTrak.   
 
3. Establish a VoiceTrak S-type mailbox. (See User/Mailbox for instructions on 
how to set up a mailbox.)  The extension field will contain the number of the 
desired salutation. 
 
4. Enter the salutation number in Mapping/Salutation Maintenance.  It is not 
possible to define the time or days/dates an S Salutation  will play, si\
nce calls 
directed to this box are controlled by the phone system.  Day On/Off should 
be defined as 0000 and times on/off should also be defined as 0000. 
 
Salutation recording is accomplished in the normal manner, from system s\
etup.   
 
It is possible to repeat this process as necessary, and the limitations on the number of 
companies that can be established will probably be based on the number of hunt groups 
available on your phone system. 
 
Recording Salutations 
Salutations are recorded via the telephone. 
 
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							1. Call into the VoiceTrak system and then press **. 
2.  Enter the master password. 
3.  You will then be advised that you have selected system setup and given a list 
of options.  Choose option 5, then option 1 for salutation recording 
maintenance. 
4.  Enter the two-digit salutation number followed by the # to record or * to hear 
the salutation if you have already made a recording. 
5.  When you are satisfied with the recording, press the # to exit. 
 
  
Note:  Do not attempt to record salutations while the system is running.  Callers will hear 
you recording, which can be very embarrassing!  Also, changes made to the salutation 
maintenance screen will not take effect immediately.  
 
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							Department Maintenance 
 
 
Department mapping determines where callers will be transferred if they press keys 
while hearing a salutation.  EVERY SALUTATION MUST HAVE A CORRESPONDING 
DEPARTMENT MAPPING.  All departments begin at the 000 level and proceed 
accordingly, with three-digit numbers assigned. 
 
Mapping can also be developed from the mailbox.  Please see Mailbox Mapping. 
Department Setup 
Determine what options callers will be given during the main salutation.\
  Use a turnkey 
worksheet and develop scripts and trees for each salutation. 
 
Access VoiceTrak and choose Mapping/Salutation Maintenance from the pulldown until 
you see the Menus.  Salutation Maintenance screen.  
 
Enter the root salutation number to be mapped.  EVERY SALUTATION MUST HAVE A 
CORRESPONDING DEPARTMENT MAPPING, even if the caller will not be given 
the option to transfer to extensions or departments.  Enter the department number. 
 A warning box will appear asking if you would like to add a new record.\
  Press Y. 
DTMF Key  The keypress corresponding to the telephone touch-tone 
pad. If nothing is mapped for the DTMF key, the caller will 
hear, Im sorry.  That is not a valid entry. 
Action Code  Determines what type of transfer will be made. 
M Transfer to a mailbox or mailbox recording. 
D Transfer to another department. 
A  Transfer to a department of recorded audiotext 
information, then return to opening salutation.  
(Please see I Boxes for an easier approach.) 
H  Transfer to a recorded department of audiotext 
information and disconnect after message played.  
(Please see I Boxes for an easier approach.) 
F  FAXTrak ONLY.  Fax one document only.  Pressing 
this key will prompt you to enter a fax number at the 
tone and then send the document defined in 
destination. 
P  FAXTrak ONLY.  Fax documents picked.  Pressing 
the key will route callers to FAXTrak Press  
prompts to begin entering document numbers, etc.  
No destination is defined.  
 
@ Transfer to a function number. Valid function numbers 
are: 
30 Thank you for calling goodbye. 
55 Dial by name. 
 
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400 ”Please enter your extension number.”  
(Just like pressing * from the main  
						

							greeting.) 
Destination  Where the caller will be transferred when he chooses the 
keypress.  Enter the mailbox number, not the extension 
number (if they are not the same), the department number 
if the caller will be given another directory of choices or the 
function number. 
 
 
  
Note:  The DTMF entry for 0 defines the drop operator where the caller will transfer if 
he presses 0 or stays on the line without interacting with the system. A different drop 
operator can be defined for each salutation, department or mailbox (see Mailbox 
Mapping).  Settings here override the Drop Operator defined in the Setup/Custom menu 
screen.  If no drop operator is defined, callers pressing 0 or staying on the line will be 
disconnected after the salutation is played.    
  
Note:  Dial-through, the ability of callers to bypass salutations or personal greetings  by 
entering mailbox numbers, is available from salutations and mailbox greetings. Dial-
through is NOT available from department recordings.   Customers can only access the 
one-touch mailboxes/departments defined for the keypresses in the department.  A 
caller can choose a one-touch keypress from a mailbox greeting based on the mapping 
for the salutation in effect when the caller was transferred to the mailbox or by 
esignating mapping based on the mailbox.  Please see Mailbox Mapping. d 
 
Recording Departments 
Department recordings are accomplished from the telephone. 
1. Call into the VoiceTrak system and then press **.   
2. Enter the master password. 
3. You will then be advised that you have selected system setup and given a 
list of options.  
4. Choose 4 for department recording maintenance. 
5. Enter the root salutation number for the department mapping. 
6. Touch 1 for department recording maintenance. 
7. Enter the department number followed by the # to record or * to hear. 
8. When you are satisfied with the recording, press the # to exit. 
 
Mailbox Mapping  
Mapping may also be designated from one or several mailboxes.  This allows mailbox 
users to define one-touch keypresses for transfers from individual mailboxes or 
audiotext boxes, different from the department maps.    It also allows one-touch fax 
access for users of FAXTrak. 
 
Setup 
Access the mailbox from which mapping will be established.  Define the department 
number (can be a unique number exclusively for the mailbox or other groups of 
 
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							mailboxes) in the MB Dept field on the Mailbox Setup Screen. 
 
From Mapping/Department Maintenance, establish a salutation MB with the department 
number listed as the number defined above in the mailbox setup screen.  Fill in the 
blanks accordingly. 
 
DTMF Key  The keypress corresponding to the telephone touch-tone 
pad. If nothing is mapped for the DTMF key, the caller will 
hear, Im sorry.  That is not a valid entry. 
Action Code  Determines what type of transfer will be made. 
M Transfer to a mailbox or mailbox recording. 
D Transfer to another department.   
Note: Mailboxes may be mapped to transfer to another salutation or department for the 
salutation.   The Action Code should be D with the destination as the fi\
ve-digit number 
that identifies the root salutation and the department number (ie root salutation 00, 
department number 000 would be defined as 00000.  Root salutation 00, department 
umber 100 would be 00100.) n 
A  Transfer to a department of recorded audiotext 
information, then return to opening salutation.  
(Please see I Boxes for an easier approach.) 
H  Transfer to a recorded department of audiotext 
information and disconnect after message played.  
(Please see I Boxes for an easier approach.) 
F  FAXTrak ONLY.  Fax one document only.  Pressing 
this key will prompt you to enter a fax number at the 
tone and then send the document defined in 
destination. 
P  FAXTrak ONLY.  Fax documents picked.  Pressing 
the key will route callers to FAXTrak prompts to begin 
entering document numbers, etc.  No destination is 
defined.  
 
@ Transfer to a function number. Function numbers are: 
30 Thank you for calling goodbye. 
55 Dial by name. 
400 ”Please enter your extension number.”  (Like pressing 
* from the main greeting.) 
 
Destination  Where the caller will be transferred when he chooses the 
keypress.  Enter the mailbox number, not the extension 
number (if they are not the same), the department number 
if the caller will be given another directory of choices, the  
function number or the salutation/department number. 
Examples 
Department Mapping 
The XYZ Company uses VoiceTrak for full automated attendant with FAXTrak\
 and 
offers callers different options, based on the time of the day (open/closed hours.)  Here 
is how the system would be mapped. 
 
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Open salutation: Thank you for calling the XYZ Company.  If you know you\
r partys 
extension number, please dial it now.  To find your party using dial by name, press 8.  
For the sales department press 1.  For customer service press 2.  For directions to our 
office, press 3.  To speak with an operator, press 0 or stay on the line. 
 
When callers press 1 for the sales department, they will hear: 
For John Smith, press 1. 
For Sally Jones, press 2. 
For Mary Martin, press 3. 
For Jack Best, press 4. 
For Sam Adams, press 5. 
To speak with an operator, press 0. 
 
Closed salutation:  Thank you for calling the XYZ Company.  The offices \
are closed.  If 
you know your partys extension number, you may dial it now to leave a m\
essage.  To 
find your party using dial by name, press 8.   To leave a message in the\
 companys 
general mailbox, press 0 or stay on the line. 
 
The salutation maintenance screen would appear as follows, where salutat\
ion 00 is the 
closed salutation and salutation 01 is the open salutation (assuming bu\
siness hours are 
Monday through Friday from 9 a.m. to 5 p.m.) 
 
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 Salutation Maintenance 
 VoiceTrak  
 
 
Sal  Board Day Time Day Time 
Number Channel On On Off Off 
 
00  00 *100 0000 *700 2400 
01  00 *200 0900 *600 1700  
  
 
 
 
 
   
 
 
 
 
 
 
 Abort Program  Next Field     Help 
 Save      Previous Field       General Help   
 
 
 
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							The department maintenance screens would appear as follows: 
 
Closed salutation:   
 
 
 
 
 
                                     Department Maintenance 
  VoiceTrak  
 
Root Number 00 Department Number 000 
 
DTMF Action Destination Dept. or 
Key Code Destination Mailbox (not extension) 
0 M 100 
1 
2 
3 
4 
5 
6 
7 
8 
9 
    
 Abort Program  Next Field  Help 
 Save     Previous Field    General Help 
 
 
 
In the closed salutation, callers are given only three options:  Touch 0 or stay on the line 
to leave a message in the company mailbox;  dial the partys extension; or use dial by 
name by touching 8.  Since VoiceTrak automatically defaults to recognize 8 as the dial 
by name digit, it is not necessary to map this keypress.  The above example only 
requires one mapping--0 to designate where a call will be transferred if the caller 
presses 0 or stays on the line.  In this example, callers will transfer to mailbox 100. 
 
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