VoiceTrak Voice Mail Auto Attendant System User Guide

							 
 
 
 Department Maintenance 
  VoiceTrak  
 
Root Number 01 Department Number 000 
 
DTMF Action Destination Dept. or 
Key Code Destination Mailbox (not extension) 
0 M 100 
1 D 200 
2 M 150 
3 M  400           
4 D   201 
5 
6 
7 
8 
9 
 
 
 
 
 
 
 
Abort Program  Next Field  Help 
Save   Previous Field   General Help 
 
 
 
Open salutation:  In the above example, callers will transfer to mailbox 100 if they press 
0 or do nothing; department 200 (see below) if they choose 1 for the sales department; 
mailbox 150 if they press 2 for customer service; I box 400 if they press 3 for directions 
to the company; and department 201 (FAXTrak) if they press 4.  (See instructions on 
FAXTrak for information on how to set this up.) 
 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  40    
						

							 
 
 
 Department Maintenance 
  VoiceTrak  
 
Root Number 01 Department Number 200 
 
DTMF Action Destination Dept. or 
Key Code Destination Mailbox (not extension) 
0 M    160 
1 M 161 
2 M 162 
3 M  163           
4 M 164 
5 M 165 
6 
7 
8 
9 D 000 
 
 
 
 
 
 
 
  Abort Program    Next Field  Help 
  Save   Previous Field   General Help 
 
 
 
The above example defines where callers will transfer if they have pressed 1 from the 
open salutation and then choose a keypress for a particular salesperson.\
  Note that the 
operator defined for this department is not the same as the company operator.  
VoiceTrak can route callers to different operators for different departments.  If the caller 
presses 1, they will transfer to mailbox 161 for John Smith; 2 to 162 fo\
r Sally Jones; 3 to 
163 for Mary Martin; 4 to 164 for Jack Best; 5 to 165 for Sam Adams. 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  41    
						

							Mailbox Mapping 
In the above example, callers transferring to John Smith’s mailbox (161) will hear the 
following personal greeting: 
 
“Hi.  This is John Smith.  I will be out of the office until March 31, but you may leave a 
message at the tone or choose from one of the following options: To speak to another 
sales rep, press 1.  To receive a list of current specials via your fax machine, press 2.  
To listen to directions to our office, press 3.  To find your party using dial by name, 
press 4.  To speak with an operator, press 0.” 
 
 
  Department Maintenance 
          VoiceTrak  
 
 
 
Root Number MB  Department Number 161 
 
DTMF Action  Destination Mailbox or 
Key Code  Destination Dept. (not extension) 
0 M  160 
1 M  162 
2 F  301 
3 M  400 
4 @  55 
5 
6 
7 
8 
9 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  42    
						

							Mailbox Setup 
This section will give a description of mailbox types, instructions on maintenance and 
how to setup mailboxes.  Please refer to the User Guide for more specific information 
on mailbox setup.  Mailboxes will already be entered on turnkey systems.  IF YOU 
NEED TO MODIFY THE MAILBOX USERS NAME, YOU MUST DELETE THE OLD 
MAILBOX AND RE-ENTER WITH THE NEW INFORMATION.  Failure to do this may 
result in dial by name database corruption. 
 
Mailbox Types 
The following mailbox types are available: 
 
N (Unsupervised User Mailbox) 
When dialed, this type of mailbox will transfer the caller to the station without 
monitoring the phone line for ringback or busy tones.  Should be used on\
ly on 
phone systems that allow calls to call forward back to VoiceTrak with th\
e 
inclusion of follow-on ID (also referred to as trailing digits.  See Glossary.)  The 
best box type to use, if possible, since the VoiceTrak ports are cleared during the 
transfer process and the call does not have to be monitored for busy/no \
answer 
conditions.   
 
R (Supervised User Mailbox) 
When dialed, this type of mailbox will monitor the line for ringback and\
 busy 
tones, and listen for a human voice to answer during the transfer proces\
s.  
Necessary on older phone systems that do not allow calls to be forwarded\
 to 
voice mail with the inclusion of trailing digits.  VoiceTrak must monitor the call 
and hold the port to await for information from the phone system as to the state 
(busy/no answer) of the call.  More VoiceTrak ports may be necessary f\
or phone 
systems requiring R mailboxes.  Advantages:  call screening; callers can remain 
on hold for busy extensions; and the number of times a phone will ring b\
efore 
forwarding to the personal greeting can be controlled by mailbox.  
Disadvantages:  Slower transfers; called party must say hello twice (on most 
phone systems); system stays busier and may require more ports. 
I (Audiotext System Mailbox) 
Mailbox designed to provide recorded information that is easy to record and 
maintain.  I boxes play the recorded information (*.GR1) then either return the 
caller to the main salutation, or transfer to another mailbox listed in the “Forward 
To” field.  While the recording is playing, callers may dial through to another 
extension or press the skip key to advance to the next message.  I mailboxes 
cant receive or retrieve information.  Passwords for I mailboxes must be entered 
from the screen.  To record I boxes:  Access VoiceTrak and enter * plus \
the 
mailbox number.  Because the box has been established as an I box, Voice\
Trak 
will immediately prompt you to enter a password and then proceed to the record 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  43    
						

							tone. 
 
Z (Audiotext System Mailbox) 
Same as I mailbox, but caller allowed to leave a message.  Z mailboxes must be 
sponsored to other N or R mailboxes so that messages may be retrieved.  \
(Useful for real estate applications so messages for several properties will be left 
in one box.)  See I box for information on how to record. 
 
J (Audiotext System Mailbox) 
Same as I mailbox, but disconnects caller after message has been played. See I 
box for information on how to record. 
 
X (Fast Transfer Mailbox) 
Transfers to extension immediately with no informational prompts, releases call 
and does not monitor for call state.  Useful for transfers to fax machin\
es, 
modems, etc.  Many dealers establish an X box for the VoiceTrak modem so 
remote maintenance is simplified. 
 
Y(Fast Transfer Mailbox with password) 
Same as X mailbox, but caller is prompted to enter a password for access\
.  
Provides additional level of security for modem access. 
 
S (Salutation System Mailbox) 
See S boxes under Salutation Setup.  This box is also used on the Samsun\
g 
56/120 to forward overflow calls to the main salutation. 
 
T (Time System Mailbox) 
When dialed, plays the system time. 
 
Q (Queuing System Mailbox) 
Calls transferred to Q box will play personal greeting 1, then transfer to the 
number defined in the extension field. 
 
O (Advanced Queuing Mailbox) 
Transfers (and alerts) callers based on their position in the queue. Callers will 
hear a recording (the mailbox personal greeting) and a transfer will be initiated. 
 
If other calls are in the queue, the caller will hear MESS047.VOX or 
MESS048.VOX.  “There is(are) “X” call(s) ahead of you.  To remain on hold do 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  44    
						

							nothing.  Your call will be handled in the order in which it was received.”  The 
caller will hear a random recording of MESS501.VOX through MESS507.VOX. 
 
If no other calls are in the queue or the caller becomes the oldest caller in the 
queue, the caller will hear, “Thank you. I’m connecting your call \
to .” 
 
If the call is transferred to the station and a busy signal is encountered, the caller 
will hear MESS051.VOX.  “All agents are assisting other customers.  Your call is 
next in line.  Please stay on the line and you will be connected shortly.”   
 
D (Disconnect System Mailbox) 
Similar to X box, but monitors call for busy/no answer state.  Upon receipt of the 
state, plays message then disconnects.  This box is used for application\
s where 
messages will not be left, but the caller must know if the station was not 
answered or was busy. 
 
W (Wats Mailbox- Dialed number transfer with password)) 
When dialed, the user is prompted to dial the password, then is prompted to dial 
a telephones number followed by a pound sign.  VoiceTrak then executes a\
 
flash, dials the numbers in the “Forward To” field, then dials the number input by 
the caller.  This may be used for internal calls (DISA with a password), external 
calls on WATS lines, or beeper numbers without giving out the actual beeper 
number. 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  45    
						

							Mailbox Configuration   
 
 
Access VoiceTrak and choose User/Mailbox from the pulldown menus. 
 
Press  and a blank mailbox setup screen will appear. Enter the mailbox number 
and press .  You will then be advised if the mailbox does not exist and be asked 
if you would like to add a mailbox.  Respond accordingly.  Fill in the f\
ollowing fields 
accordingly: 
  
Note: After entering Box Type, default values for all mailboxes will be set by pressing 
F10.  However, you must enter a first or last name in the Name field and an alternate 
spelling for the first name if the ALT Spell field, if you wish to have the mailbox included 
 dial by name.  You must also add a password if the box is to be password protected. in 
 
Extension 
The physical phone extension to ring when the mailbox number is dialed. It is 
strongly recommended that this number match the mailbox number.  Some 
phone systems require an additional code after the extension number to force the 
extension to ring instead of making an off-hook voice announcement.  Mes\
sage 
waiting lights are keyed off the mailbox number, not the extension number.  
Therefore, if the mailbox number does not match the extension number, a 
message waiting light will not be lit. 
 
Box Type 
See preceding descriptions. 
 
Rings 
Can be set only for R box types.  Default is 4.  Mailbox parameter overrides 
Custom Parameter. 
 
Name 
Mailbox name.  Two fields available.  VoiceTrak automatically adds the first three 
letters of the last name to the dial by name database.  You must add the first 
three letters of the first name in the Alt. Spell field.  Once this information is 
entered, you may not make changes by typing over the entries.  YOU MUST \
DELETE AND RE-ENTER BOXES that require changes to this field.  If users do 
not wish to be in the dial by name directory, precede the last name with XXX. 
 
Password 
The unique password for this mailbox.  The password can be entered from \
the 
screen only by accessing VoiceTrak via the Technician level password.  
Passwords are also not visible on the screen unless VoiceTrak was access\
ed via 
the Technician level password.  Can be entered via the telephone. 
 
  
Note:  ALL mailboxes should be password protected.  Turnkey systems ship with the 
passwords matching the box number.  Encourage users to change passwords 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  46    
						

							im mediately and to do so regularly. 
 
Greet Length 
The number of seconds allowed for recording personal greetings.  Defaults to 
120.  May be set as high as 999. 
 
DND Status 
Do Not Disturb Status.  If set to N, VoiceTrak will attempt to ring the extension.  If 
set to Y, VoiceTrak will immediately transfer the caller to the personal greeting.  
Must be set to Y for mailboxes not tied to extensions.  Set to F if Forward To 
feature is to be used (see below).  Can be controlled from the phone. 
 
DND Change Allow 
Controls whether or not the DND status can be changed via telephone.  Defaults 
to Y. Must be set to N for mailboxes not tied to extensions. 
 
Screening Status 
Determines whether callers will be queried as to their name prior to tra\
nsfer.  
Defaults to N.  Can be controlled via the phone. If screening status is Y in an R 
box, callers will be asked to state their name.  VoiceTrak will make t\
he transfer 
and announce the name to the mailbox holder.  The mailbox holder will th\
en be 
asked to accept or reject the call.  Rejected calls are forwarded to voi\
ce mail.  If 
screening status is to be used with N boxes, it must be accomplished via\
 the 
overhead paging of the phone system.  The paging must be turned on for t\
he 
mailbox (see below). As with R boxes, VoiceTrak will query the caller \
for his 
name. VoiceTrak will play the spoken name of the mailbox being called and then 
the name of the calling party.  If the mailbox holder chooses not to accept the 
call, he doesnt answer and the call forwards to the personal greeting of the mail 
box. 
 
Screen Allow 
Determines whether box holder will be allowed to use call screening. 
 
 
Fwd To 
Think of the Fwd To field as a much larger extension field to understand the 
actual use.  It does the same thing but provides more room. 
 
Fwd To can be used to transfer a caller to a different extension or to a\
n offsite 
location (dependent upon the capabilities of the phone system.)  DND Status 
must be set for F.  The Box Type must by X or N if the caller is transfe\
rred to an 
outside number.   
 
Sample use 1:  If the phone system is installed behind Centrex lines, the system 
could transfer a call using Centrex.  The forward to field would be: , .  To blind transfer a call on a Pa\
nasonic 
DBS, the code would be:  87,xxxyyyy.  The same transfer on a Prostar 56/120 
would be:  49,xxxyyyy. 
 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  47    
						

							Sample use 2:  If the phone system supports transferring an intercom call to an 
outside line and dialing a phone number, Forward To could be similar to \
9,xxxxxxx.  (Most phone systems dont allow this capability.)   
 
Sample use 3:  If the phone system identifies the attendant console as 0 and 
wont allow a two- or three-digit extension number, a mailbox can be established 
that is forwarded to 0.   
 
If mailboxes need to be restricted so that users may only retrieve and save or 
delete messages, RESTRICT may be added to this field.  This feature is typically 
used for hotel / motel applications. 
 
Sponsor Box 
Messages that appear in the mailbox will be transferred automatically to\
 the 
mailbox listed in the sponsor field, and the appropriate message waiting light will 
be lit.  Z boxes must be sponsored.  The spoken name of the sponsored box will 
play prior to the actual message when messages are retrieved. 
 
MB Dept 
Designates what department map the mailbox will follow.  Please see Mailbox 
Mapping. 
 
Alt. Spelling 
If mailbox users wish to be listed in the dial by name directory, the first three 
letters of the first name must be entered here.  Also enter any possible spelling 
alternatives.  VoiceTrak automatically picks up the first three letters of the last 
name.  Leave blank if mailbox holder does not wish to be in dial by name\
. 
 
Message Status 
Total, new and old messages in the mailbox. 
 
Auto Forward/DND 
Automatically places a mailbox in Do Not Disturb or forwards the mailbox to the 
destination defined in Fwd To field.  This feature may be set only from \
the 
screen.  Choose from one of the following options: 
 
1 - Forward the calls to the destination defined in Fwd To field, seven \
days a 
week at times defined in Start Time/Stop Time (see following). 
 
2 - Forward the calls to the destination defined in Fwd To field, Monday\
 through 
Friday at times defined in Start Time/Stop Time (see following). 
 
3 - Place mailbox in Do Not Disturb at times defined in Start Time/Stop Time (see 
following), seven days a week. 
 
4 - Place mailbox in Do Not Disturb at times defined in Start Time/Stop Time (see 
following), Monday through Friday. 
 
6 - Feature turned off. 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  48   
  
						

							Start Time 
Time, expressed in military format,  Auto Forward/DND will begin. 
 
Stop Time 
Time, expressed in military format,  Auto Forward/DND will end. 
 
Example: XYZ Company offers technical support to customers Monday throug\
h 
Friday, from 9 a.m. to 5 p.m.  Callers use the auto attendant to transfer to the 
technical department.  The VoiceTrak mailbox assigned to the technical 
department is 100.  The following parameters would be set so that after-hour 
callers would transfer immediately to a closed greeting: 
Auto Forward/DND   3 
Start Time 1701 Stop Time 0900 
 
Zone Page During Call Transfer 
VoiceTrak can be configured to announce the spoken name of the called party 
over the speakers on the phone system if the phone system supports this 
feature.  This is a useful feature for users who arent always at their desk, but 
dont want to miss calls. 
To implement:   
Enter Y for Y/N 
Enter the phone system page code. (See dealer for more information.  
Codes vary based on phone system and software levels.) 
  
Note:  If VoiceTrak appears to be cutting off part of the spoken name during the page, 
dd a comma in the mailbox screen at the end of the phone system page code. a 
 
Outcall Notification 
When a message is left in a mailbox, VoiceTrak can notify the mailbox holder of 
the pending message.  The notification may be accomplished via a digital\
 or 
voice pager, another extension or phone number.  VoiceTrak can be 
programmed to call a series of pagers when the message has been left.  O\
r, 
VoiceTrak may be setup to call different numbers based on the time of da\
y.  
Descriptions of the fields found in the outcall notification section of the mailbox 
screen are: 
Date Start  The date the outcall notification will begin.  Outcalls are typically set 
to call 365-days a year, 24-hours a day. 
 
Date Stop  The date the outcall notification will stop. 
 
Time Start  The time, in military format, the outcall will begin. 
 
Time Stop  The time, in military format, the outcall will stop. 
 
Telephone Num To Call  The telephone number to dial for notification.  If the 
number is not exactly 7 digits long, the sequence to get an outside line is 
required (typically 9,). 
  
Note:  A total of nine outcall entries may be listed.  Five can be entered from the 
 
© VoiceTrak  
 VoiceTrak Administration Manual - Page  49