Cadence Voice/fax Mail General Description Manual
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TABLE OF CONTENTS GENERAL DESCRIPTION PART DESCRIPTION PAGE 1 SYSTEM OVERVIEW 1.1 GENERAL DESCRIPTION ................................................................. 1.1 1.2 SYSTEM INTEGRATION .................................................................... 1.3 1.3 GENERAL SPECIFICATION .............................................................. 1.3 1.4 POWER REQUIREMENTS ................................................................. 1.4 1.5 DATABASE BACKUP AND RESTORE (CMU) ................................... 1.4 2 HARDWARE DESCRIPTIONS 2.1 CADENCE MOTHERBOARD ............................................................ 2.1 2.2 CADENCE HARD DISK DRIVE .......................................................... 2.1 2.3 CADENCE 4 CHANNEL VOICE PROCESSING MODULE ................ 2.1 3 FEATURES 3.1 GENERAL FEATURES ....................................................................3.1.1 3.2 AUTO ATTENDANT FEATURES ....................................................3.2.1 3.3 VOICE MAIL FEATURES ................................................................3.3.1 3.4 ADMINISTRATION FEATURES ......................................................3.4.1 3.5 FAX FEATURES ..............................................................................3.5.1 CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION TABLE OF CONTENTS JULY 1999
1.1 PART 1. SYSTEM OVERVIEW 1.1 GENERAL DESCRIPTION The CADENCE Voice Mail System is a digitally integrated Auto Attendant, Voice Mail and Fax System on a self contained circuit card. CADENCE is available in two models, the CVM8A and the CVM16A. Each card is comprised of three main components, the single board computer (motherboard), one 2.5” hard disk drive (HDD) and one or more voice processing modules. CVM8A (Figure 1–1) The CVM8A card comes standard with four (4) channels to process four simultaneous calls. Shown here without the plastic cover, this card can be expanded to eight (8) channels by simply plug- ging in one additional four (4) channel Voice Pro- cessing Module (VPM). This card plugs directly into the DCS and DCS 50si telephone systems. Only one (1) CADENCE CVM8A can be installed per system. CVM16A (Figure 1–2) The CVM16A card comes standard with four (4) channels to process four simultaneous calls. This card can be expanded to sixteen (16) channels by simply plugging in up to three (3) additional four (4) channel Voice Processing Module (VPM). This card plugs directly into the DCS 400si telephone sys- tems. Because CADENCE is integrated into the data bus of the telephone system it commu- nicates directly with the telephone system’s processor. Therefore installation time is mini- mized, operation is streamlined and many features can be implemented that are not normally possible with a stand alone Voice Mail, Auto Attendant system. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 1 SEPTEMBER 1998
1.2 The CADENCE system provides three basic functions: Auto Attendant, Voice Mail and Fax. Each of these component parts may be used individually or in combination. AUTO ATTENDANT CADENCE can be configured to handle phone calls automatically, or through a reception- ist. When handling calls automatically (also called automated attendant operation), the system greets callers with a pre-recorded, time of day dependent, welcome message. Callers are then given the option to enter an extension number, search through the name directory for the proper extension, select from a single digit menu (if configured), or trans- fer to an operator. Other options such as audiotext and fax on demand menus are avail- able. Once the CADENCE transfers the call, it can monitor the progress of all calls to let callers know whenever a desired extension is busy, or unattended. Then, callers may select to leave a message for that extension, send a fax, transfer to another extension, or transfer to an operator. Other options, such as paging, are also available. VOICE/FAX MAIL Voice Mail is a messaging system that allows callers to leave and retrieve recorded mes- sages. If your phone is not answered callers may be routed to your mailbox where they will be greeted by your personal greeting. They can then leave a message or a private fax for you. Voice Mail also allows you to: a) Access a mailbox on the system (with password security) to retrieve private mes- sages or faxes. b) Manage the contents of a mailbox. c) Send a message to a group of other mailboxes. d) Be notified in several different ways when a new message has been received in your mailbox. NOTE: Fax features are available in CADENCE version 1.1 or later. FAX ON DEMAND The fax on demand system allows callers to access CADENCE and retrieve information to their fax machine. This can be on the same call or they may request it to a different fax machine. Single or multiple documents may be requested. Any one channel at a time on each Voice Processing Module can be used for fax record or playback. This means that a DCS or DCS 50si can have up to 2 channels of fax and the DCS 400si can have up to 4 channels of fax. NOTE: Fax features are available in CADENCE version 1.1 or later. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 1 JULY 1999
1.3 PROGRAMMING CADENCE can be programmed in either of two ways, each can be accomplished on site or remotely. DTMF Using the touch tone dial pad on any telephone, programming changes can be made quickly and effectively. This method of administration is unmatched for ease, speed and convenience. PC INTERFACE For those who prefer a graphical interface, a PC can be connected either directly or remotely via a modem. Administrative changes can be made via screen and keyboard. Industry standard PC software can be used and the entire CADENCE database can be saved to the PC’s hard disk drive for back up. The PC should use Windows™ 95 or better. 1.2 SYSTEM INTEGRATION The CADENCE can be installed on the DCS 50si, DCS or DCS 400si. All communication with this card is accomplished through the DCS back plane using out of band signaling. This eliminates the need for DTMF signaling and improves the accu- racy and speed of operation. It also places fewer burdens on the phone system DSP resources and eliminates the need to purchase additional SLT cards. All these problems are common with tip and ring PC based systems. The direct connection to the DCS phone system allows for applications like one touch conversation record, answer machine emulation and interactive keyset displays and soft keys. 1.3 GENERAL SPECIFICATION i s 0 5 S C D d n a S C Dis 0 0 4 S C D s l e n n a h c f o r e b m u N8r o 461 r o 2 1 , 8 , 4 e m i t e g a r o t s e g a s s e M e c i o Vy l e t a m i x o r p p A s r u o h 0 0 1y l e t a m i x o r p p A s r u o h 0 0 1 s e x o b l i a m r e s u f o r e b m u N00 0 1 o t p U00 0 1 o t p U s e x o b l i a m p u o r g f o r e b m u N00 0 1 o t p U00 0 1 o t p U s e x o b l i a m e d a c s a c f o r e b m u N00 0 1 o t p U00 0 1 o t p U s e x o b t x e t o i d u a f o r e b m u N00 0 1 o t p U00 0 1 o t p U x o b l i a m r e p s e g a s s e m f o r e b m u N55 2 o t p U55 2 o t p U s l e n n a h c x a f f o r e b m u N2o t p U4o t p U CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 1 JULY 1999
1.4 POWER REQUIREMENTS See the individual phone system documentation for details. 1.5 DATABASE BACKUP AND RESTORE (CMU) Each CADENCE card includes the CADENCE Maintenance Utility (CMU). This program loads on a Windows 95™ machine or better and is used for all file transfers to and from CADENCE. This program is not necessary if all you want to do is make online changes. CADENCE Maintenance Utility (CMU) provides the following utilities: 1. Backup of CADENCE configuration database and message database. 2. Restore of CADENCE configuration database and message database. 3. Sending files to the CADENCE system. 4. Receiving files from the CADENCE system. 5. Receiving of Event Log file, Mailbox Information Data file, and System Information Data file. 1.4 CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 1 JULY 1999
2.1 PART 2. HARDWARE DESCRIPTIONS The CADENCE Voice Processing System is comprised of three modular parts: the Motherboard, Hard Disk Drive and Voice Processing Module. Each of these parts can be quickly removed and/or replaced. This permits easy trouble shooting and simple up- grades. 2.1 CADENCE MOTHERBOARD (SBC) This is the main circuit card that is installed in the appropriate DCS phone system. It is basically a PC on a card and is commonly referred to as a Single Board Computer (SBC). It contains the main processor, low level software control, and proprietary digital interface for the DCS data bus. A removable 2.5” Hard Disk Drive (HDD) and one or more Voice Processing Modules (VPM) are installed on the motherboard. There are two LEDs positioned on the front of both the CVM8A and CVM16A cards, they are the ACT (Activity) LED and the HDD LED. Both provide specific hardware and traffic status indications. Both cards have a serial (DB-9) connector and a parallel (DB-25) connector that are used to program the system and upload/download files as needed. 2.2 CADENCE HARD DISK DRIVE This serves as the storage device for the system program (voice mail software), customer database, generic and customized prompts and customer messages and faxes. Approxi- mately 100 hours of voice messaging is supported on this device. 2.3 CADENCE 4 CHANNEL VOICE PROCESSING MODULE This unit is a small plug in the daughterboard that provides 4 simultaneous channels or “paths” into the CADENCE system. The total number of channels required varies with each customer according to the number of users, amount of traffic and specific applica- tion. The same Voice Processing Module (VPM) is used for both systems. The CADENCE CVM8A for the DCS and DCS 50si can accommodate up to 2 of these modules (up to 8 channels including 2 channels of fax). The CADENCE CVM16A for the DCS 400si can accommo- date up to 4 of these modules (up to 16 channels including 4 channels of fax). Note: Fax features are available in version 1.1 or later. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 2 JULY 1999
PART 3. FEATURES 3.1.1 In the following list of features certain combinations may not be possible, for example a mailbox cannot use PARK and PAGE and ANSWER MACHINE EMULATION at the same time. 3.1 GENERAL FEATURES AUTOMATIC DAY / NIGHT CHANGE AUTOMATIC MESSAGE PURGE CALLER ID COMPATIBLE HOLIDAY SCHEDULE INTELLIGENT QUEUING INTERACTIVE KEYSET DISPLAY INTERRUPTIBLE VOICE PROMPTS IVR READYMODULAR EXPANSION MOH SUPPLY MULTI LANGUAGE SUPPORT RE RECORD PROMPTS REAL TIME CLOCK SYSTEM GREETINGS VOICE / FAX MAILBOXES AUTOMATIC DAY / NIGHT CHANGE CADENCE can operate in either the day mode or the night mode. A different greet- ing will play in each case. This day / night change can occur manually, according to an internal CADENCE schedule or whenever the DCS night key is pressed. AUTOMATIC MESSAGE PURGE A feature that will automatically delete old voice mail messages. The range for this setting is 0 to 254 days or unlimited. Each mailbox may have a different time limit. This is used to prevent disk drive space from being used by old messages that users may not delete. New messages will not be purged. Any mailbox can be excluded from this automatic purge. CALLER ID COMPATIBLE If your DCS telephone system is equipped for Caller ID, and this service is pur- chased from the phone company, the Caller ID (CID) information will be collected for each voice mail message you receive. This information is used in the display keyset on your DCS system and also allows you to return a call to the number that left you the message using only one keystroke. HOLIDAY SCHEDULE Voice Mail can switch to a holiday mode automatically. Up to 30 holidays can be defined, each with its own set of system greetings (Welcome Message, System Greeting Part 1, Single Digit Menu, and System Greeting Part 2). Holidays may also be forced to the closest weekday or specified as multiple days. INTELLIGENT QUEUING CADENCE may be programmed to transfer callers to a station or group of stations. If the stations are busy CADENCE will inform the callers and place them on hold until a station becomes available. If multiple callers are waiting, they will be an- swered in the order they were received. While waiting the callers can be played CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 SEPTEMBER 1998
music or recorded announcements from CADENCE. Up to 100 separate messages can be played in sequence or a message may be repeated until the call is an- swered. Between these announcements the caller can be told how many callers are ahead of them in the queue. INTERACTIVE KEYSET DISPLAY Because of the integrated design of CADENCE, full use is made of the display keysets, 32 character display and three soft keys, mailbox status, administration and message playback controls are all supported. See the Keyset User Guide for more details. INTERRUPTIBLE VOICE PROMPTS Allows the experienced voice mail user to proceed with voice messaging without listening to all options included in the voice mail system prompt. Power users can simply dial over the prompts. IVR READY Interactive Voice Response (IVR) is a technology that allows Voice Response Units (Auto Attendant and Voice Mail Systems) to exchange information with external computer systems. This can result in external computer programs controlling the operation of Auto Attendant / Voice Mail Systems or Auto Attendant / Voice Mail Systems interacting with databases that reside on Host computer systems. Ex- amples of these would be online banking, reservations, or airline information. CADENCE software is ActiveX compliant. This means that customized applica- tions can be developed in C++, Visual Basic or Java, and these applications running on a Host Windows™ 95, 98 or NT machine can take control of CADENCE. The sophistication and complexity of the IVR application is for most part depen- dent only on the imagination of the host IVR application programmer. MODULAR EXPANSION CADENCE comes equipped with 4 channels. It is expanded in 4 channel incre- ments. The DCS and DCS 50si CADENCE can be expanded up to 8 channels. The DCS 400si CADENCE can be expanded up to 16 channels. MOH SUPPLY With the CADENCE it is possible to create your own customized Music On Hold source. This can be your own music or informative announcement. Callers to the DCS phone system who are placed on hold can be connected to this sound file. Up to 100 MOH sound files may be recorded. Whenever a sound file is selected it will play in a continuous loop through a dedicated CADENCE channel. MULTI LANGUAGE SUPPORT Allows the incoming caller to select an alternate language for the voice prompts. Up to nine languages are supported but not all are available at this time. Check with your installing company for language availability. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 SEPTEMBER 1998 3.1.2
3.1.3 CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 JULY 1999 Once a language option is selected it will be set for the duration of the call. All system prompts will be played in the selected language. RE RECORD PROMPTS The system has all the necessary recordings and prompts to work right out of the box. However ANY prompt can be re-recorded in your own voice. REAL TIME CLOCK A time clock keeps track of the date and times that all messages and faxes are received. This date and time information is derived from the DCS system so you never again have to worry about the system clock and the voice mail clock being different. SYSTEM GREETINGS The customized system greetings automatically change according to the DAY, NIGHT, SPECIAL or HOLIDAY operating modes. Additionally these greetings can be assigned for each C.O. line. This arrangement provides maximum flexibility for auto attendant operation. SYSTEM REPORTS Several reports are available on the system administration terminal. Additionally system files can be downloaded as .CSV files and formatted using any .CSV com- pliant database or spreadsheet program to produce professional management reports. Additionally, using the included report generator, reports can be created for system information, corporate directory, group members, calls answered by CADENCE channel, calls answered by extension, abandon call report and mes- sage traffic. VOICE / FAX MAILBOXES Up to 1000 mailboxes can be configured on the CADENCE. This provides essen- tially the same functionality as having 1000 answer machines, but with the added advantages of individual password security, fax capability, and message transfer options. For more information on mailbox capability see the CADENCE User Guide.
3.2.1 3.2 AUTO ATTENDANT FEATURES CALL TRANSFER BLIND / NON SUPERVISED BUSY OVERRIDE CALL QUEUING CALL SCREENING DAY TRANSFER ONLY FOLLOW ME NOTIFY BEFORE CONNECT SUPERVISEDDIAL BY NAME EXTENSION NUMBER CONFIRMATION GREETINGS BY TRUNK NUMBER OPERATOR TRANSFER PARK AND PAGE SINGLE DIGIT DIALING CALL TRANSFER Each mailbox may be set up with unique attributes that determine how a call is transferred to each station. Options include: BLIND / NON SUPERVISED When a call is transferred to a station CADENCE can transfer and release the call to ring at the station, this is the normal and fastest method. BUSY OVERRIDE Each mailbox owner has the option to have transferred Camp on to their station if they are already on a call. The camped on call will appear on the keyset’s 2 nd call button. CALL QUEUING Callers to a busy station or station group will be told their places in queue and will be offered the options to wait or leave a message. This is programmable per mail- box and may apply to a group mailbox or an individual mailbox. CALL SCREENING CADENCE can be programmed to ask the caller to speak his/her name and then play the name to the requested destination before the call is released. The desti- nation has a choice of accepting or rejecting the call. Rejected calls go to another programmable destination, station, station group or any voice mailbox. This fea- ture is not available if the station is busy. DAY TRANSFER ONLY Calls are only transferred to your station during the day mode, in night mode calls are sent directly to your voice mailbox. FOLLOW ME If the follow me option is set, mailbox owners calls will be transferred to the pro- grammed number. If there is no answer at the number called, the call will go to the voice mailbox. CADENCEGENERAL DESCRIPTION GENERAL DESCRIPTION AND SYSTEM ADMINISTRATION PART 3 MARCH 1999