Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/005-58The greeting is played as soon as a caller is routed to the Directory box, and it should instruct the caller to
spell out the first few letters of the person’s last name (maximum of 7).  If no greeting is recorded, the
default greeting is used (see above).
On DOS-based VP systems, when you bring the cursor into this field, a menu appears, offering the option
to play, delete, copy, or record the greeting.  By selecting RECORD you can record the greeting via a
telephone line connected to the voice processing board.  To record the greeting, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the greeting.
To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the greeting by clicking on the Record Greeting button, then
using the controls on the Sound Recorder dialog box.  At the lower right of the dialog, click on the circle
button to begin recording.  Click on the rectangle button (to the left of the circle button) to end the
recording.  See section 15 for more information on using the Sound Recorder dialog box.
     VP:Number of Times to Play Greeting
NTVP:Number of Times to Play Greeting
While the VP system is playing the Directory box greeting, it is also monitoring the line to detect if the
caller dialed a digit.  If no digit is detected by the time the VP system finishes the greeting, it repeats the
greeting the number of times specified in this field.  For example, if you enter 2 in this field the VP
system plays the greeting two times before taking the action specified in the IF NO DIGITS DIALED field
(VP systems) / IF NO DIGITS ENTERED field (NTVP systems).
     VP:Max Number of Digits to Collect
NTVP:Maximum Number of Digits to Accept
Once the VP system has asked the caller to spell the name of the requested party, it keeps accepting digits
until it reaches the number of digits specified in this field, or until the caller stops dialing, whichever
happens first.  If you use the default value (3 digits), the VP system begins its search of the database as
soon as the caller enters the first 3 letters of the person’s name.  If the caller enters only 2 digits (letters),
the VP system pauses for a few seconds to ensure the caller has finished dialing.  It then begins the
search, using the digits that were entered.
Be advised that if you set this field to a low number, such as 3, and the caller enters additional digits, for
example, 4, the VP system treats the additional digit(s) as a response to its prompt  “[Name], if this is the
person you want, press 1.”  For this reason, it is recommended you keep the number in this field higher
than the number of digits you expect callers to dial, thus allowing the VP system to determine when the
caller has finished entering digits.
     VP:If No Digits Dialed
NTVP:If No Digits Entered
If the caller has not entered a digit by the time the VP system finishes playing the Directory box greeting
the specified number of times, the VP system executes whatever action is specified in this field. The
options are:OptionAction IndicatedGO TO BOXAllows the call to route to another box.  The new box number is
entered in the next field.SAY GOODBYEThe VP system says, “Good-bye,” then hangs up. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-59OptionAction IndicatedRETURNThe VP system goes back to the previous box that handled this
call (usually a Routing box).HANG UPThe VP system immediately terminates the call by going on-hook.     VP:Box
NTVP:(Unlabeled Box field)
This field is valid only if the option in the corresponding field is set to GO TO BOX.  This field contains the
box number to which the call is to be routed if the caller does not enter a digit.
     VP:If Name Not Found
NTVP:If Name Not Found
Once the caller has entered the digits, the VP system begins searching for all names that match the given
letters.  The VP system plays each name in turn, asking if it is the correct one.  If no match is found, or if
the caller answers NO in response to all the matching names, the VP system performs whatever action is
specified in this field.  The options are:OptionAction IndicatedGO TO BOXAllows the call to route to another box.  The new box number is
entered in the next field.SAY GOODBYEThe VP system says, “Good-bye,” then hangs up.RETURNThe VP system goes back to the previous box that handled this
call (usually a Routing box).HANG UPThe VP system immediately terminates the call by going on-hook.     VP:Box
NTVP:(Unlabeled Box field)
This field is valid only if the action in the corresponding field is set to GO TO BOX.  It contains the box
number to which the call is to be routed if the VP system was unable to find the correct name.
     VP:Say Box Number Before Transferring
NTVP:Announce Extension Number Before Transferring the Call
If this field is set to YES, the VP system voices the mailbox number of the called party before transferring
the call.  Setting the field to NO disables this feature, and the VP system simply transfers the call, without
saying the mailbox number. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-60     VP:Allow Complete Directory Listing
NTVP:Allow * to Play All Names in Directory
If this field is set to YES, a caller can hear the name of every mailbox owner included in the directory by
pressing * when asked to spell out the party’s name.  To prevent callers from having this option, set this
field to NO.
See section 7.14 for additional information on the VP system’s directory feature.
5.10 Setting up an ACD Box / Customer Service BoxNote:The ACD box is referred to as the Customer Service box in VP system versions 10.1xand higher.5.10.1 What Does an ACD Box / Customer Service Box Do?
The ACD box / Customer Service box provides a level of Automatic Call Distribution (ACD)
functionality, even if the telephone system does not have ACD or hunt-groups.  In the ACD box /
Customer Service box, you specify a list of extension numbers.  When a call is routed to the ACD box /
Customer Service box, the VP system hunts through the list for a free extension and transfers the call to
that extension.  Figure 5-4 shows how a typical call can be handled by an ACD box / Customer Service
box. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-61Try next
extension in listPlay music or
recorded
announcementsTransfer the
call to the
extensionSend call to
another boxSend call to
operatorTry extensions
againFirst in queue?Say all agents
are busySay queue
positionIs someone
already in
queue?Offer optionsTried all
extensions?Call is routed
to this boxYesNoFigure 5-4  Typical Operation of an ACD box / Customer Service box
When a call is routed to an ACD box / Customer Service box, the VP system immediately transfers the
call to the first extension in the box’s list of extensions.  If that extension is busy, the VP system tries the
next extension etc., until all extensions have been tried.  Once a non-busy extension has been found, the
VP system transfers the call to that extension and releases itself from the call.
If all extensions are busy, the VP system places the call in a queue, plays a series of pre-recorded
announcements to the caller, and keeps the caller informed of his/her position in the queue. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-62Individuals can add or remove their extensions to and from the ACD box / Customer Service box.
Typically, they do so by dialing special code (see section 7.4 for details on logging into and out of and
ACD box / Customer Service box).
5.10.3 ACD box / Customer Service Box Screens
DOS-based VP System ACD Box ScreenNT-based VP System ACD Box / Customer Service Box Screens 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-63 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-645.10.4 ACD Box / Customer Service Box Field Descriptions
Be advised that due to differences in the screen design between DOS-based and NT-based VP systems,
the placement of fields on several system screens vary slightly.  To locate the information on a particular
field most easily, consult the Index to find the page number of this document that contains the field
description.
Fields used in DOS-based VP systems are prefaced below with VP, and fields used in NT-based VP
systems are prefaced with NTVP.  If the NTVP field resides on a certain tab on the screen or if the VP
field resides on a certain screen page, the tab or page is identified next to the field name.
Several field descriptions discuss setting fields to YES or NO settings.  In NT-based VP systems, this
equates to checking or un-checking the field’s checkbox, which you do by clicking on it.
     VP:Box Number
NTVP:Box Number
This field displays the ACD box / Customer Service box number.  A box number can be any number
between 1 and 9899 (boxes 9900 - 9999 and 0 are reserved for the system).  You cannot change this field
on the screen.  To view a different box, use keys  (select a box number),  (previous ACD box /
Customer Service box), or  (next ACD box / Customer Service box).  If you want to add a new ACD
box / Customer Service box, press  (add).  (NT-based VP system users can also select from icons at
the top of the screen.)
     VP:Box Name
NTVP:Box Name
This field identifies the name of the ACD box / Customer Service box.  The name appears on the database
listing and is used for record keeping.
By default, every ACD box / Customer Service box is included in the VP system’s directory.  If you do
not want the ACD box / Customer Service box to be included in the directory, insert the @ symbol in
front of the box name (for example “SALES” is changed to “@SALES”).
     VP:Box Name Recorded
NTVP:Record Name button
This field indicates whether a name has been recorded for the ACD box / Customer Service box.  On NT-
based VP systems, an existing recording is signified by a red light displaying on the button.
The recorded ACD box / Customer Service box name is used in the directory, as in:
“The sales department.  If this is correct, press 1.”
On DOS-based NT systems, when you bring the cursor into this field, a menu appears offering the option
to play, delete, copy, or record the name.  By selecting RECORD you can record the name via a telephone
line connected to the voice processing board.  To record the name, select RECORD, press , and call
into voice mail line 1.  When voice mail answers, select RECORD and speak the name.  To end the
recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the name by clicking on the Record Name button, then using
the controls on the Sound Recorder dialog box.  At the lower right of the dialog, click on the circle button 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-65to begin recording.  Click on the rectangle button (to the left of the circle button) to end the recording.
See section 15 for more information on using the Sound Recorder dialog box.
     VP:Owner
NTVP:Owner
This field contains the mailbox number of the owner of the ACD box / Customer Service box.
Individuals with extensions (VP system versions 10.0x and lower) or mailboxes (VP system versions 10.1
and higher) that are included in the ACD box / Customer Service box use this mailbox when they want to
log themselves into or out of the ACD box / Customer Service box.
For example, assume the owner of ACD box / Customer Service box 1000 is mailbox 2222.  If an
extension owner wants to be listed as a member of ACD box / Customer Service box 1000, he/she calls
into the VP system, logs into mailbox 2222, selects 3—Options menu from the main menu, then presses 0
for ACD options.  The VP system then prompts the extension owner for the ACD box / Customer Service
box number and asks whether the extension is to be logged into or out of that ACD box / Customer
Service box.
     VP:Operator Box (Day)
NTVP:Day Operator Box
While a caller is in the ACD queue, he/she can press 0 at any time to get out of the queue and speak with
an operator.  If the caller presses 0 while the system is in Day Service mode, the VP system routes the call
to the box listed in this field.  Typically, this box is a mailbox that is set up to transfer the call to a live
operator.
     VP:Operator Box (Night)
NTVP:Night Operator Box
While a caller is in the ACD queue, he/she can press 0 at any time to get out of the queue and speak with
an operator.  If the caller presses 0 while the system is in Night Service mode, the VP system routes the
call to the box listed in this field.  Typically, this box is a mailbox that is set up to transfer the call to a
live operator.
     VP:Extn
NTVP:Number
On DOS-based VP systems, these fields contain the numbers of extensions currently included in the call
rotation for the box.  The VP system dials each of these extensions in turn, looking for one that is not
busy.  Up to 12 extensions can be listed in a single ACD box.  Each mailbox owner can add his/her
extension to the list in the ACD box or remove it from the list.  See section 7.4 for more information on
how to add or remove extensions.
On NT-based systems, these fields contain the numbers of mailboxes currently included in the call
rotation for the box.  The VP system dials the number specified in the TO field of each of these mailboxes
in turn, looking for one that is not busy.  Up to 50 mailboxes can be included in a single ACD box /
Customer Service box.  Each mailbox owner can add his/her mailbox to the list in the ACD box /
Customer Service box or remove it from the list.  See section 7.4 for more information on how to add or
remove mailboxes.
If the NT-based VP system supports advanced ACD integration features and the USE ENHANCED ACD
FEATURES option is checked on the GENERAL INFORMATION screen, the NUMBER fields contain the 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-66numbers of mailboxes that are able to log in and log out of the call rotation for the box.  On these
systems, this listing is static—it does not update as agents log in and log out of rotation.  When an agent
logs on to his/her mailbox and selects the ACD softkey to put the telephone in ACD mode, the VP system
takes note of the extension from which the agent is calling.  The system then uses that extension number
as the number it dials when it wants to direct a call to the agent.  This functionality allows any agent to
use any telephone to participate in call rotations.
     VP:When Trying an Extension
NTVP:When Trying an Extension area (General tab)
When a call is routed to the ACD box / Customer Service box, the VP system tries each extension in turn,
looking for one to which it can transfer the call.  This field tells the VP system how to determine when to
transfer the call.  The options are:Transfer OptionResultTRANSFER IF FREEThis is the recommended option.  The VP system dials the extension
number and listens to see if it is busy.  If it is busy, the VP system moves
on to the next extension.  If it is not busy, the VP system transfers the call
to that extension (without waiting for an answer).ALWAYS TRANSFERThe VP system dials the extension number, pauses for a second, then
transfers the call, whether or not the extension is busy or free.TRANSFER IF
ANSWEREDThe VP system dials the extension number and listens to see if it is busy.
If the extension is busy, the VP system moves on to the next extension.
If the extension is not busy, the VP system continues to monitor the call to
see if the called extension answers.  If the extension answers, the VP
system transfers the call.  If the extension does not answer within a pre-
defined period, the VP system moves on to the next extension.
This method is not as efficient as the TRANSFER IF FREE method, as the
VP system has to remain on the line while waiting for the extension to
answer.     VP:Rings to Answer
NTVP:Transfer if Answered within X Rings (General tab)
This field is effective only if TRANSFER IF ANSWERED transfer option is selected.  When the VP system
dials the extension number and determines the extension is not busy, it continues to monitor the call to see
if the called extension answers.  If the extension does not answer within the number of rings specified in
this field, the VP system moves on to the next extension.
     VP:Start Hunting From
NTVP:Start Hunting From area (General tab)
When a call is routed to the ACD box / Customer Service box, the VP system begins hunting for a non-
busy extension.  Use this field to tell the VP system with which extension it is to start hunting:ExtensionAction TakenFIRST EXTENSIONThe VP system always starts hunting from the first extension listed
in the ACD box / Customer Service box. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-67ExtensionAction TakenNEXT EXTENSIONThe VP system keeps a record of which extension handled the
previous call and starts hunting from the extension following that
one.  This ensures that calls are distributed evenly among the
extensions in the ACD box / Customer Service box.LONGEST IDLE
EXTENSIONThis option is available only if the system supports advanced ACD
integration features and the USE ENHANCED ACD FEATURES
option is checked on the GENERAL INFORMATION screen.  The
VP system identifies non-idle extensions before attempting a call
transfer (speeding call processing).     VP:If All Extns Busy
NTVP:If All Extensions Busy area (Queuing Options tab)
Use this field to tell the VP system what to do if it is not able to find a free extension.  The options are:OptionAction IndicatedQUEUE THE CALLThe VP system informs the caller that all extensions are busy and
that his/her call has been placed in a queue.  It will (optionally) tell
the caller his/her position in the queue.  NT-based VP system users
can specify that option in this area.  DOS-based VP system users
must use the SAY POSITION IN LINE field on this screen.  While
the call is queued, the VP system plays pre-recorded
announcements to the caller.GO TO BOXThe VP system routes the call to the box you specify in the
corresponding field.  This can be a Routing box that offers other
options to the caller or a mailbox that transfers the call to a pre-
defined overflow extension.     VP:Box
NTVP:(Unlabeled Box field) (Queuing Options tab)
This field is valid only if the option in the corresponding field is set to GO TO BOX.  This field contains the
box number to which the call is to be routed if all extensions are busy.
     VP:Say Position in Line
NTVP:(No such field.)
While a call is in the queue, the VP system keeps the caller informed on the progress of the call.  If you
set this field to YES, the VP system announces to the caller his/her position in the queue:
“[ACD box / Customer Service box name] is still busy.  You are number [number] in line. If you would
prefer to speak with an operator, press 0, or for other options, press 1.”
If you set this field to NO, the VP system says:
“[ACD box / Customer Service box name] is still busy.  If you would prefer to speak with an operator,
press 0, or for other options, press 1.”