ATT AUDIX Voice Power Release 2.1.1 Guide

							Feature and Planning Review
Automated Attendant Administration
The Automated Attendant provides a spoken menu of selections that
a caller can activate by pressing buttons on his or her Touch-Tone
telephone.
Setting up the Automated Attendant requires careful planning.
n
n
There are separate Day and Night Services.
The Day and Night Services may each have multiple levels of
selection. For example, one (or more) of the selections on a menu
can result in another lower-level menu rather than in a call transfer.
In addition to separate menus, hours of operation may be specified
for Day and Night Service for each day of the week.
Holidays may be specified. (None are assumed.) On holidays,
Night Service is provided around the clock regardless of the day
of the week.
A spoken script must be created for each menu and
announcement.
You will need to plan carefully and write all this administrative information
on FORM G, FORM H, and FORM I, You should write voice menus and
announcements on FORM J and FORM K.
For more information on Automated Attendant topics, see the
AT&T AUDIX
TM Voice Power Planning Guide and Forms.  
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							Feature and Planning Review
Holiday Administration  
Write each holiday on FORM G in the Planning Guide.  Keep the following in mind:
n  On holidays, Night Service is provided around the clock regardless
of the day of the week.
n  No holidays are assumed. The original list of holidays has none
listed.
n  YOU can have up to 40 holidays listed. Use more than one form if
necessary.
n  You can list holidays up to ten years in advance.
n  Holidays do not automatically repeat. You must list each holiday for
each year. The system automatically deletes the date for a past
holiday  to remind you to administer the holiday for the next year.
Since there is no change function, you must remove the past
holiday and then add it again for the next year.
Hours of Operation  
Next, specify the day and night hours of operation on FORM H in the
Planning Guide.
n  For each day of the week, you can specify the hours of operation of
either the Day Service or the Night Service. The remaining hours of
that day of the week will have the service that you did not specify.
For example, to specify day service during normal business hours
on Monday, specify: Mon Day 9:00 am 5:00 pm. In this
example, from midnight to 9:00 am and from 5:00 pm to midnight,
Night Service will be provided.
n  On holidays, Night Service is provided around the clock, regardless
of the day of the week.
Refer to the Switch Notes for your specific switch for any exceptions to
the hours of operation.
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							Feature and Planning Review
Menu Definition  
Next, define the two sets of menus, one for Day Service and one for Night
Service, on FORM I in the Plannlng Guide. Each service has a main menu
and may have submenus at lower levels. A maximum of 99 submenus
can be defined for each service.
n
n
nOne copy of FORM I should be completed for each menu being
defined.
It maybe useful to draw an organization-type chart to help keep
track of submenus and levels.
Be aware that using more than three menu levels may result in
caller frustration.
The following actions can be used:
Transfer
transfers the call to the given extension or
telephone number. This will usually be a hunt
group number for a department.
Annplays the announcement whose identifier is
given. After the announcement is played, the
caller is disconnected.
Menu
continues with the submenu whose identifier is
given.
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							Feature and Planning Review
Prompt
Extcauses the Automated Attendant to request
that the caller enter an extension number or
name to be transferred to. Prompt, cannot be
used on the same menu with Ext.
NOTE:
Pressing the {#} key at any time has the same
effect as the Prompt action. However, the
action of pressing 
{#} can be used on the
same menu as Ext.
is used to directly dial (without a prompt)
any extension beginning with the digit just
announced on the spoken menu. Ext cannot
be used at the same menu with Prompt.
Voice Menus and Announcements   
Finally, after all menus are defined, use FORM J in the Planning Guide to
write out the voice prompts for each menu. Then write any
announcements on FORM K in the Planning Guide.
n   If the Touch-Tone Gate is used for Day or Night Service, the caller
will hear the Touch-Tone Gate message before the main menu.
(The Touch-Tone Gate message is discussed in the Customizing
Voice Prompts section of this chapter.) If the Touch-Tone Gate is
not used, the first thing the caller will hear is the main menu,
Therefore, when the Touch-Tone Gate is not used, the opening
statement of the main menu should identify your company and
greet the caller.
n   Start each menu with an opening statement explaining the menu.
The main menu opening statement might identify the company
while a submenu opening statement might identify the department.
n   The order you use on the menu to present choices is arbitrary, but
it is usually easier for the caller if you present numbered choices in
sequence.
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							Feature and Planning Review
n
n
nPresent the choice before indicating the digit (or letter). It is easier
for the caller than remembering each digit while he or she waits to
find out what it is for. For example, say, “For the sales department,
press 1 now,” rather than saying, “Press 1 for the sales
department.”
Include a prompt telling the caller how to change the default
addressing mode at the Automated Attendant. If asked to enter an
extension, the caller can press 
{*}{A} to change to the                 
name-addressing mode. The caller then enters the name followed
by 
{#}. If asked for a name, the caller can press {*}{A} to change to
the extension-addressing mode. The caller then enters the
extension followed by 
{#}.
n  You may wish to tell callers they can transfer at any time by
pressing 
{#}. Once {#} is pressed, the caller is prompted for an
extension number or name, depending on how the addressing
mode is set.
n  If the caller presses {*}{L} while a menu is playing, the caller is sent
to the previous menu. If the caller presses 
{*}{M} while a menu is
playing, the caller is sent to the main menu. These keys will not
work whi!e an announcement is playing.
n  Reserve the digit 0 for a transfer to the operator or attendant. It
should come at the end of the menu rather than at the beginning.
n  The closing statement should be used to help the caller who is
confused.
FORM J contains examples at the bottom.
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							Feature and Planning Review
Customizing Voice Prompts
AUDIX Voice Power provides the ability to customize messages and
announcements. For the Call Answer and Voice Mail Services, you may
specify your own custom messages, and whether to use the custom
messages or the system default messages. For the Automated Attendant,
you may specify the Touch-Tone Gate messages and the good-bye
message. For the information Service and Message Drop Services, you
must specify the announcements to be used.
Write your Custom messages on FORM L in the Planning Guide. Use one
form for each custom message. On the top of the form, check the box for
the kind of message you are customizing. Write the new message on the
bottom of the form.
The defautt messages for each service are provided cm the back of
FORM L.
For more information on customized voice prompts, see the
AT&T AUDIX™ Voice Power Planning Guide and Forms.
Call Answer Service Messages
The Call Answer Service has a greeting message and a good-bye
message. Y
OU can create your own custom greeting and good-bye
messages.
The default greeting message informs the caller that the call is being
answered by AUDIX Voice Power and that the caller may record a
message.
individual subscribers may create a personal, customized message and
specify that it be used when AUDIX Voice Power answer their telephone
instead of the message you define.
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							Feature and Planning Review
Voice Mail Greeting Message
The Voice Mail Service has a greeting message that informs the caller
that the call has reached AUDIX Voice Power. You can create your own
custom greeting message.
Automated Attendant Messages
The Automated Attendant Service allows separate Touch-Tone Gate
messages for Day and Night Service and has a good-bye message
that can be customized. The Touch-Tone Gate messages (Automated
Attendant) are used oniy when the Touch-Tone Gate is active. (The
Touch-Tone Gate setting maybe different for Day and Night Service.)
If the Touch-Tone Gate is active, the caller is prompted to press the
{1} button. If the tone is detected, the main menu is played. If the tone
is not detected within the specified time, the specified action is taken
(may be different for day and night):
n transfer to attendant
n leave a message in the generai mailbox
n disconnect after good-bye message
When the Touch-Tone Gate is not active, the main menu for the Day or
Night Service is played immediately,
Information Service Announcement
The Information Service enables a business to play a prerecorded
message to a variety of callers. Callers hear the recorded announcement,
but are not given the opportunity to transfer to another extension or to
leave a message. A custom Information Service announcement should
always be recorded if the information Service is used.
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							Feature and Planning Review
Message Drop Messages
The Message Drop Service is used to gather information. The caller is
expected to leave a message. Both a greeting and a good-bye message
can be customized.
As callers are not given the opportunity to transfer to another extension or
direct a message to a particular individual, you should record this
message to be meaningful for your business application.
Temporary Closure Greeting Message
The Temporary Closure feature has a greeting message that informs the
caller that the office has been temporarily closed. The temporary closure
message can be recorded and selected remotely so that it can be used for
special circumstances such as days when the roads are impassable.
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							Administering
AUDIX Voice Power
3
Entering AUDIX Voice Power Data   
This chapter describes the procedure used to enter data from the forms
completed when you planned your system.
NOTE:
Y
OU use your keyboard to fill in forms displayed on the screen.
If you are not familiar with keyboard operations and on-screen
forms, refer to Appendix A, User Interface lnformation, for basic
instructions.
You should use the comprehensive instructions and planning forms that
accompany the AT&T AUDIX™ Voice Power Planning Guide and Forms
to describe your system. If you have not yet implemented the system
planning forms, do so NOW before continuing. Have your completed
formsready as you proceed through this chapter.
NOTE:
Be sure to update the forms in the Planning Guide as you make
changes during ongoing administration.
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							Administering AUDIX Voice Power
Logging In
Before you can enter data, you must log in and move to the
AUDIX Voice Power menu.
To log in, follow these steps:
1.
2.
3.
4.  
5.At the Iogin prompt, type audix and press {Enter}.
At the password prompt, type your password and press {Enter}.
(For security reasons, your password does not appear on the
screen as you type it in,)
— The User Login menu appears.
At the User Login menu, move the cursor to Voice System
Administration, and press {Enter}.
— The Voice System Administration menu appears.
At the Voice System Administration menu, move the cursor to
Application Package Administration and press  {Enter}.
— The Application Package Administration menu appears.
At the Application Package Administration menu, move fhe cursor
to AUDIX Voice Power and press {Enter}.
— The AUDIX Voice Power menu appears.
NOTE:
If you are not entering data, always return to the
Console Login: prompt as a security measure.
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