Key Voice Voice Processing System Installation And Maintenance Manual

							Key Voiceâ
Voice Processing
SYSTEM
INSTALLATION
AND
MAINTENANCE âEverything Your Business Calls For 
						

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							REVISION HISTORYVersionChangesOwnerDate4/00Updated to reflect functionality enhancements
incorporated into the NT-based VP system
release 10.2 and the DOS-based VP system
release 8.3.  Sections affected:  2, 5, 10, 12,
15, 20, 21, 22, 23.Serena Smith04-10-2000 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-1Table of Contents
1. Overview...............................................................................................................................1-1
1.1 What Does This Voice Processing System Do?......................................................................1-1
1.1.1 What is an Automated Attendant?................................................................................1-1
1.1.2 What is Voice Mail?....................................................................................................1-2
1.2 Understanding the VP System Product Design.......................................................................1-2
1.2.1 Understanding Box Types............................................................................................1-2
1.2.2 Understanding the Default Database.............................................................................1-4
1.2.3 Understanding Product Differences..............................................................................1-6
1.2.4  Understanding the Services and Applications in NT-based VP Systems.........................1-7
1.3 Accessing DOS-based VP System Menu Options.................................................................1-15
1.4 Accessing NT-based VP System Menu Options....................................................................1-16
2. Preparing the System........................................................................................................2-1
2.1 Understanding Available System Setup Techniques................................................................2-1
2.2 Connecting the VP System to the Telephone System..............................................................2-3
2.2.1 Connecting Directly to the Telephone Lines..................................................................2-3
2.2.2 Connecting to a PBX or Key System............................................................................2-3
2.2.3 Connecting the Serial Cable Between the VP System and PBX......................................2-5
2.2.4 Making Local Connections to the Board.......................................................................2-6
2.3 Moving Greetings, Prompts, Messages, and Mailboxes from DOS-based to NT-based VP
Systems....................................................................................................................................2-7
2.4 Adding Features and Ports....................................................................................................2-9
2.4.1 Understanding Special Activation Codes to Add Features and Ports...............................2-9
2.4.2 Entering a Renew Code...............................................................................................2-9
2.4.3 Entering SWITCHES.TXT, LOGINS.TXT, PBXLINK.TXT, and NUMLINES.TXT
Activation Codes...............................................................................................................2-11
2.5 Starting the VP System, Logging in, and Shutting It Down...................................................2-12
2.6 Upgrading VP Systems to the Latest Software Versions........................................................2-14
Upgrading DOS-based VP Systems....................................................................................2-14
Upgrading NT-based VP Systems.......................................................................................2-14
2.7 Collecting Information Needed for New VP System Setups..................................................2-15
2.7.1 Application and User Setup Information......................................................................2-15
2.7.2 Phone System Information.........................................................................................2-26
2.8 Understanding the New VP System Setup Steps...................................................................2-28
2.9 Accessing the NT-based VP System Database Administrator Application (DBA) from a
Networked PC.........................................................................................................................2-28
2.10 Using Microsoft Exchange Administrator to Modify NT-based VP System Mailboxes..........2-29
3. Running the PBX Setup Utility........................................................................................3-1
4. Setting up System Information.......................................................................................4-1
4.1 Integration Defaults Set by the Setup Utility...........................................................................4-1
4.2 Using Technical Bulletin Information....................................................................................4-1
4.3 Accessing System Information Screens.................................................................................4-2 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-24.4 Setting Up the General Information Screen............................................................................4-3
4.4.1 General Information Screen Field Descriptions..............................................................4-5
4.5 Setting Up the Line Information Screen...............................................................................4-15
4.5.1 Line Information Screen Field Descriptions.................................................................4-16
4.6 Setting Up the Business Hours Screen.................................................................................4-17
4.6.1 Business Hours Screen Field Descriptions...................................................................4-18
4.7 Setting Up the Holiday Schedule Screen..............................................................................4-19
4.8 Setting up the Call Transfer Screen (DOS-based VP System) / PBX Information Screen
(NT-based VP Systems)...........................................................................................................4-20
4.8.1 Call Transfer Screen / PBX Information Screen Field Descriptions...............................4-22
4.9 Setting up the Technical Information Screen (DOS-based VP Systems).................................4-27
4.9.1 Technical Information Screen Field Descriptions.........................................................4-27
4.10 Setting up Class of Service Screens...................................................................................4-29
4.10.1 Class of Service Screen Field Descriptions................................................................4-32
4.11 Setting Up the Other Customizations Screen (DOS-based VP Systems)...............................4-37
4.11.1 Other Customizations Screen Field Descriptions........................................................4-38
4.12 Setting up Diagnostic Menu Options (NT-based VP Systems).............................................4-41
4.12.1 Diagnostic Menu Option Descriptions.......................................................................4-41
5. Specifying Box Information.............................................................................................5-1
5.1 What is a Box?....................................................................................................................5-1
5.2 Viewing the Current Box Setup on the System (DOS-based VP Systems)................................5-2
5.3 Accessing Box Information Screens......................................................................................5-2
5.4 Understanding Reserved Boxes.............................................................................................5-4
5.5 Setting up a Mailbox............................................................................................................5-4
5.5.1 What Does a Mailbox Do?...........................................................................................5-4
5.5.2 Understanding the Prototype Mailbox (9994)................................................................5-5
5.5.3 Mailbox Screens.........................................................................................................5-7
5.5.4 Mailbox Screen Field Descriptions.............................................................................5-11
5.5.5 Resetting a Mailbox...................................................................................................5-36
5.5.6 Using the Demo Mailbox 9993...................................................................................5-36
5.6 Setting up a Question Box...................................................................................................5-36
5.6.1 What Does a Question Box Do?.................................................................................5-36
5.6.2 Question Box Screens................................................................................................5-39
5.6.3 Question Box Field Descriptions................................................................................5-39
5.7 Setting up a Routing Box....................................................................................................5-44
5.7.1 What Does a Routing Box Do?...................................................................................5-44
5.7.2 Understanding Routing Box 800, 801, and 821............................................................5-46
5.7.3 Specifying Routing Box Owners................................................................................5-46
5.7.4 Routing Box Screens.................................................................................................5-47
5.7.5 Routing Box Screen Field Descriptions.......................................................................5-47
5.8 Setting up a Group Box.......................................................................................................5-54
5.8.1 What Does a Group Box Do?.....................................................................................5-54
5.8.2 Group Box Screens...................................................................................................5-55
5.8.3 Group Box Field Descriptions....................................................................................5-55
5.9 Setting up a Directory Box..................................................................................................5-57
5.9.1 What Does a Directory Box Do?................................................................................5-57 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-35.9.2 Directory Box Screens...............................................................................................5-59
5.9.3 Directory Box Field Descriptions................................................................................5-59
5.10 Setting up an ACD Box / Customer Service Box................................................................5-62
5.10.1 What Does an ACD Box / Customer Service Box Do?...............................................5-62
5.10.3 ACD box / Customer Service Box Screens................................................................5-64
5.10.4 ACD Box / Customer Service Box Field Descriptions................................................5-66
5.11 Setting up an Account Number Box...................................................................................5-71
5.11.1 What Does an Account Number Box Do?.................................................................5-72
5.11.2 Account Box Screens...............................................................................................5-72
5.11.3 Account Number Box Field Descriptions..................................................................5-73
6. Calling Into a Mailbox........................................................................................................6-1
6.1 Identifying Yourself as the Mailbox Owner...........................................................................6-1
6.2 Completing the New User Tutorial........................................................................................6-2
6.2.1 Tutorial Contents.........................................................................................................6-2
6.2.2 Options for the Tutorial................................................................................................6-4
6.3 Understanding the Main Menu..............................................................................................6-4
6.4 Listening to Messages..........................................................................................................6-6
6.4.1 Listening to New Messages.........................................................................................6-7
6.4.2 Listening to Saved (Old) Messages...............................................................................6-7
6.4.3 Selecting Options Between Messages...........................................................................6-7
6.5 Sending a Message.............................................................................................................6-10
6.6 Changing Mailbox Options.................................................................................................6-11
6.6.1 Recording a Name.....................................................................................................6-12
6.6.2 Recording a Greeting.................................................................................................6-12
6.6.3 Changing a Password................................................................................................6-13
6.6.4 Changing the Call Transfer Service............................................................................6-14
6.6.5 Changing the Message Notification Service................................................................6-15
6.6.6 Changing the Pager Service.......................................................................................6-15
6.6.7 Reviewing Messages Scheduled for Future Delivery....................................................6-15
6.6.8 Changing the Personal Distribution Lists.....................................................................6-16
6.6.9 Retrieving a Message Already Sent to Another Mailbox...............................................6-16
6.6.10 Logging into and out of ACD Boxes.........................................................................6-16
6.7 Listening to Question Box Answers....................................................................................6-17
6.8 Changing Languages in a Mailbox.......................................................................................6-17
6.9 Using Supervisor Mailbox Options......................................................................................6-18
6.10 Placing an Outgoing Call from a Mailbox..........................................................................6-18
6.11 Exiting a Mailbox.............................................................................................................6-18
7. Using Major Features.........................................................................................................7-1
7.1 Using Call Logs...................................................................................................................7-1
7.1.1 Understanding the Call Log..........................................................................................7-1
7.1.2 Specifying Call Log Formats (DOS-based VP Systems)................................................7-2
7.2 Using the Monitor................................................................................................................7-3
7.3 Performing Call Transfers....................................................................................................7-5
7.3.1 Understanding Call Transfers.......................................................................................7-5
7.3.2 Understanding Transfer Types.....................................................................................7-5 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/00TOC-47.3.3 Understanding Call Transfer Results.............................................................................7-6
7.3.4 Specifying Call Transfer Types....................................................................................7-9
7.3.5 Detecting Call-Progress Tones...................................................................................7-12
7.3.6 Using the Transfer Bypass Feature.............................................................................7-12
7.3.7 Prompting Callers for Their Names............................................................................7-14
7.3.8 Using Different Greetings for Busy and No-Answer....................................................7-15
7.3.9 Using Three-way Calling...........................................................................................7-16
7.3.10 Troubleshooting the Call Transfer Feature................................................................7-17
7.4 Setting Up ACD Groups.....................................................................................................7-19
7.4.1 Understanding ACD Group Operation........................................................................7-20
7.4.2 Putting a Call in the Queue........................................................................................7-20
7.4.3 Playing Announcements to Queued Calls....................................................................7-21
7.4.4 Logging In and Out of an ACD Group........................................................................7-22
7.5 Setting Up Paging..............................................................................................................7-24
7.5.1 Setting Up Tone Pagers.............................................................................................7-24
7.5.2 Setting Up Digital Pagers...........................................................................................7-27
7.5.3 Setting Up Voice Pagers............................................................................................7-31
7.5.4 Setting Up a Schedule for Paging................................................................................7-31
7.5.5 Troubleshooting Pager Functions................................................................................7-32
7.6 Setting Up Message Delivery..............................................................................................7-33
7.7 Working with Service Modes..............................................................................................7-35
7.8 Announcing a Call Over the Public Address System.............................................................7-37
7.9 Setting Up Call Queuing.....................................................................................................7-39
7.10 Viewing VP System Status Screens...................................................................................7-41
7.10.1 Understanding the Line Status Screen (DOS-based VP Systems)................................7-41
7.10.2 Viewing Available Line Status Screen Displays (DOS-based VP Systems).................7-45
7.10.3 Viewing the Message Status Display (DOS-based VP Systems).................................7-45
7.10.4 Viewing the Incoming Call Summary Display (DOS-based VP Systems)....................7-46
7.10.5 Viewing the Outbound Telemarketing Status Display (DOS-based VP Systems).........7-46
7.10.6 Understanding the Voice Mail Viewer Application (NT-based VP Systems)...............7-46
7.10.7 Understanding the Message Status Viewer Application (NT-based VP Systems).........7-47
7.10.8 Viewing VP System Reports (NT-based VP Systems)...............................................7-48
7.11 Understanding Supervisor Features...................................................................................7-55
7.11.1 Performing Mailbox Administration..........................................................................7-57
7.11.2 Performing Routing Box Administration...................................................................7-59
7.11.3 Performing Question Box Administration..................................................................7-60
7.11.4 Performing Port Administration................................................................................7-62
7.11.5 Sending Broadcast Messages...................................................................................7-62
7.11.6 Switching to Day Service or Night Service Mode......................................................7-63
7.12 Using the Multilingual Feature..........................................................................................7-64
7.12.1 Understanding the Multilingual Feature....................................................................7-64
7.12.2 Switching Between Languages.................................................................................7-64
7.12.3 Recording Multilingual System Prompts...................................................................7-65
7.12.4 Modifying the VM.CFG Configuration File for Multilingual......................................7-67
7.12.5 Understanding D.I.D. Considerations........................................................................7-67
7.13 Setting Up the Digit Translation File (TRANS.TXT)..........................................................7-67
7.13.1 Understanding Digit Translation...............................................................................7-68