Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/005-68     VP:Offer Options After
NTVP:Offer Other Options After X Announcements (Queuing Options tab)
While a call is in the queue, the VP system plays a series of pre-recorded announcements to the caller
(these are typically music or commercials).  At the end of each announcement, the VP system tries the
extension again.  If it is busy, the next announcement is played to the caller.
After a number of announcements, the VP system goes back to the caller and offers the option to remain
on hold, speak with an operator, or try another extension.  This field allows you to specify the number of
announcements that are to play before the VP system offers these options to the caller.
     VP:If Caller Does Not Want to Remain in Queue
NTVP:If Caller Does Not Want to Queue (Queuing Options tab)
While a call is in queue, the VP system periodically goes back to the caller and offers the option to remain
on hold, speak with an operator, or try another extension.  If the caller chooses to try another extension,
the VP system performs whatever action you specify in this field.  For example, you could send the call to
a Routing box that offers the caller the chance to try another extension.  Also, on DOS-based VP systems,
if there are no extensions in the ACD group (for example, everyone logged out of the group at closing
time), calls routed to the ACD box / Customer Service box take whatever action is specified here.
     VP:(No such field)
NTVP:If There Are No Extensions Active (Queuing Options tab)
If there are no extensions in the ACD group (for example, everyone logged out of the group at closing
time), calls routed to the ACD box / Customer Service box take whatever action is specified here.
     VP:Box
NTVP:(Unlabeled Box field) (Queuing Options tab)
This field is valid only if the option the corresponding field was set to GO TO BOX.  This field contains the
box number to which the call is to be routed if all extensions are busy or if there are no extensions
(mailboxes in versions 10.1x and higher) in the ACD box / Customer Service box.
     VP:Queue Announcement x Recorded
NTVP:Record Announcement buttons (Recorded Announcements tab)
While a call is in the queue, the VP system plays a series of pre-recorded announcements to the caller
(these are typically music or commercials).  At the end of each announcement, the VP system tries the
extension again.  If it is busy, the next announcement plays to the caller.
To play announcements, the VP system first looks in these fields to determine if you have recorded
announcements for this ACD box / Customer Service box.  If you have, the VP system uses them.  If
there are no announcements recorded for this ACD box / Customer Service box, the VP system plays the
default hold prompt (prompt 146).
If you have recorded more than one announcement for this ACD box / Customer Service box, the VP
system plays each announcement in turn.  If the call is at the head of the queue, the VP system pauses at
the end of each announcement and tries to find a free extension.  If the call is not at the head of the queue,
the VP system plays each announcement in turn.  When it reaches the last recorded announcement, it goes
back to the first and restarts the cycle. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-69On 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 announcement.  By selecting RECORD you can record the
announcement via a telephone line connected to the voice processing board.  To record the
announcement, 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 announcements by clicking on the Record Announcement
buttons, 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:(No such field)
NTVP:Agent Wrap-up Time (Enhanced tab)
This field 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 field identifies
the amount of time (in seconds) that the ACD agent’s phone is to remain idle (no additional calls will be
transferred to it) after each call is completed.  This idle time allows the agent to perform any necessary
administrative tasks associated with each call (logging information about the call into a database, for
example).
5.11 Setting up an Account Number Box5.11.1 What Does an Account Number Box Do?
The VP system can collect an “account number” for each call and use that number in various places.  For
example, if the caller records a message, the account number is stored with the message.  The account
number can be any sequence of digits, such as a telephone number, Zip Code, or a customer account
number.
See section 7.23 for more detailed information on account numbers.
The VP system can collect the account number for the call several ways.  If the telephone system sends
the calling party number at the beginning of a call, you can have the VP system store that number as the
account number.  You can also collect account numbers by setting up an Account Number box.
If you route the call to an Account Number box, the VP system prompts the caller to enter his/her account
number (Zip Code, telephone number, or any other identifying number you want the system to collect).
When the caller enters the digits, the VP system stores them as the account number for the call. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-705.11.2 Account Box Screens
DOS-based VP System Account Box ScreenNT-based VP System Account Box Screen5.11.3 Account Number 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. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-71     VP:Box Number
NTVP:Box Number
This field displays the Account Number 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 Account Number box), or
 (next Account Number box).  If you want to add a new Account Number 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
The field contains the name of the Account Number box.  The name appears on the database listing and is
used for record keeping.
     VP:Greeting Recorded
NTVP:Record Greeting button
This field indicates whether a greeting has been recorded for the Account Number box.  On NT-based VP
systems, an existing recording is signified by a red light displaying on the button.
The greeting is played as soon as a caller is routed to the Account Number box.  A typical greeting is:
“Please enter your account number.”
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:Owner
NTVP:Owner
This field contains the mailbox number of the owner of the Account Number box.  The owner has the
ability to call into the system to re-record the Account Number box greeting.  If you do not want to offer
this option, leave this field blank.
     VP:Minimum Number of Digits Required
NTVP:Minimum Number of Digits in Account Number
When the caller has entered digits to indicate his/her account number, the VP system consults this field to
determine whether the digits entered represent a valid account number.  If the caller entered too few
digits, the VP system says, “That was not a valid entry,” and can (optionally) ask the caller to re-enter the
number.  Use this field to specify the minimum number of digits that are necessary for a valid account
number. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-72     VP:Maximum Number of Digits Allowed
NTVP:Maximum Number of Digits in Account Number
When the caller has entered digits to indicate his/her account number, the VP system consults this field to
determine whether the digits entered represent a valid account number.  If the caller entered too many
digits, the VP system says, “That was not a valid entry,” and can (optionally) ask the caller to re-enter the
number.  Use this field to specify the maximum number of digits that can constitute a valid account
number.  The VP system allows account numbers up to 30 digits.
     VP:Number of Seconds to Wait for a Digit
NTVP:Number of Seconds to Wait for a Digit
Once the VP system has finished playing the box greeting, it waits for the caller to begin entering digits.
If the caller enters no digits within the amount of time specified in this field, the VP system assumes the
caller has finished dialing.  For example, if this field is set to 3 and the caller enters 5555 then pauses 3
seconds, the VP system assumes that the account number is 5555 and continues processing the call.  (To
speed call processing, you can inform callers to press # after entering their number, “Please enter your
account number, followed by the pound key.”  Once the system detects the # key, it immediately
continues processing the call, without pausing to detect additional digits.
     VP:If Acct Number Already Collected For This Call
NTVP:If Account Number Already Collected area
Every time you route the call to an Account Number box, the VP system consults this field to determine
what it is to do if it has already collected an account number for this call.  If the VP system has not yet
collected an account number, it plays the greeting for this box and continues as normal.  If it has already
collected an account number, it performs the action indicated in this field.  The options are:OptionAction IndicatedUSE EXISTING NUMBERThe VP system does not ask for the account number again,
and instead, uses the account number that was already
collected.  The system then performs whatever action is
specified in the field IF VALID ACCOUNT NUMBER
ENTERED.ASK FOR NUMBER AGAINThe VP system plays the Account Number box greeting,
prompting the caller to enter the account number again.     VP:Repeat Account Number for Verification
NTVP:Play Back the Number for Confirmation
If this field is set to YES, the VP system repeats the entire account number back to the caller. This allows
the caller to verify he/she entered the digits correctly. For example:
“The number is 5557700, if this is correct, press 1.”
If the caller presses any digit other than 1, the VP system prompts the caller to enter the number again.
The caller may attempt to enter the number as many times as specified in the following field. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-73     VP:If Invalid Account Number Entered, Allow X More Attempts
NTVP:If Invalid Account Number Entered, Allow X More Attempts
If the caller does not verify the account number when prompted or if he/she entered too many or too few
digits, the VP system prompts the caller to re-enter the number.  The caller may attempt to re-enter the
number as many times as specified in this field.
     VP:And Then X
NTVP:And Then X
If the caller does not verify the account number when prompted or if he/she entered too many or too few
digits, the VP system prompts the caller to re-enter the number.  The caller may attempt to re-enter the
account number the number of times specified in the corresponding field.  If the caller does not enter a
valid number in the number of attempts specified, the VP system takes 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 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 has not entered a valid account number after the
pre-defined number of attempts.
     VP:If Valid Account Number Entered
NTVP:If Valid Account Number Entered
Once the caller enters a valid account number, the VP system takes 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. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/005-74     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 enters a valid account number. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-16. Calling Into a Mailbox
6.1 Identifying Yourself as the Mailbox OwnerWhen you call in to the VP system, you are treated as an outside caller and you can leave messages,
transfer to an extension, and access features available to outside callers.  To listen to the messages in a
mailbox, you must identify yourself to the VP system as the mailbox owner by logging into the mailbox.
To log into a mailbox, you must access the voice mail gateway by calling into system box 9992.
Normally, you access this system box via a Routing box.  By default, on all Routing boxes set up on the
system, the # key routes callers who press it to box 9992 (the gateway box).  If you set up additional
Routing boxes, it is strongly recommended that you retain the 9992 setting beside the # key on Routing
box setup screens.  This way, a caller can press # from almost anywhere in the system to access the voice
mail gateway, which provides access to system mailboxes.
You can also access the voice mail gateway by pressing # when the VP system is playing the greeting for
a mailbox (for example, “Hi, this is Mary.  Sorry I cant take your call.  Leave me a message after the
tone…”).  (You can use a digit other than # to provide this access, see section 12 for information.)
When your call is routed to the voice mail gateway (box 9992), the VP system prompts you to enter your
mailbox number.  Once you enter a valid mailbox number, the system prompts you for the password to
the mailbox.  Once you enter the valid password, you gain access to the mailbox, including all the
messages it stores.
Hint:If the VP system pauses for a few seconds after you finish entering the password, pressthe # key.  This informs the VP system you have finished dialing.If everyone on the system uses passwords of the same length, indicate the length usingthe MAX PASSWORD LENGTH parameter in the VM.CFG file.  By specifying thisparameter, you tell the VP system to continue processing the call as soon as a passwordof the specified length is dialed.  See section 12 for information.If the password entered is invalid, the VP system asks the caller for the mailbox and password up to two
more times.  If the correct password is not entered during the second or third attempt, the VP system
says, “Good-bye,” and disconnect the call.
If you press # once when asked for the password, the VP system assumes you do not want to log in to the
mailbox.  The system then looks to the field WHEN EXITING OPEN MAILBOX, GO TO BOX in the class of
service assigned mailbox and routes the call as indicated in the field. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-26.2 Completing the New User Tutorial6.2.1 Tutorial Contents
The first time a new owner opens his/her mailbox, the VP system provides a brief tutorial session that
explains a few basic functions, then allows the owner to record his/her name and personal greeting and
select a password.  The tutorial text and functionality is described below.Tutorial PartTutorial TextKeypress ResultsTutorial
Introduction“Welcome to your new mailbox.
In order to familiarize you with
your new mailbox, we would like
to briefly describe some of its
features.  You may exit from this
tutorial at any time by pressing
the pound key.”If you press #, the tutorial stops and the system voices
the mailbox Main menu.  Pressing # does not
permanently remove the tutorial, the next time you log
into the mailbox the tutorial starts again.
If you press *, the tutorial stops and the system voices
the mailbox Main menu.  Pressing * does permanently
disable the tutorial.  It will not be played the next time you
log into the mailbox.Recording
Your Name“There are times when I need to
say your name.  For example,
when the system is about to
transfer a call to your extension,
the caller will hear:  Please hold
while I transfer your call to Mary
Jones.  I need to record your
name.  Press 1 if you would like
to record your name.  Otherwise,
press 2.”If you press 1, the system prompts you to record your
name.  After recording the name, the system voices it
back to you and allows you to accept the recording or re-
record or delete it.
If you press 2, the VP system does not prompt you to
record a name and proceeds to the next step in the
tutorial.
If you press # or * the tutorial ceases as described
above, and the VP system voices the mailbox Main
menu.
Note:Until the mailbox owner records his/her name,
the VP system substitutes the prompt, “that extension” as
a default.Recording
Your Greeting“If you are not able to answer
your phone, I will play your
personal greeting to the caller.
Your greeting should sound
something like this:  Hello, this is
Mary.  Im sorry I cannot take
your call right now.  If you would
like to leave me a message,
press 1, or press 3 if you would
like to speak to someone else.
Once you have recorded your
greeting, you can change it at
any time.  Press 1 if you would
like to record your personal
greeting now.  Otherwise, press
2.”If you press 1, the VP system prompts you to record your
greeting (if the mailbox is allowed multiple greetings in its
assigned class of service, the greeting recorded here is
greeting 0).  After the system records the greeting, it
plays it back to you and allows you to accept it or re-
record or delete it.
If you press 2, the VP system does not prompt you to
record a greeting and proceeds to the next part of the
tutorial.
If you press # or * the tutorial ceases as described above
and the VP system voices the mailbox Main menu.
Note:Until the mailbox owner records his/her greeting,
the VP system substitutes the system default greeting
“...is not available right now.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/006-3Tutorial PartTutorial TextKeypress ResultsEntering a
Password“To protect your privacy, you will
be asked to enter your password
each time you open your
mailbox.  This prevents
unauthorized callers from gaining
access to your messages.  You
should change your password
frequently.  If you would like to
change it now, press 1.
Otherwise, press 2.”Note: By default, each new mailbox uses the mailbox
number as the initial password.
If you press 1, the VP system prompts you to enter a
new password up to the maximum number of digits
allowed by the system (defined by the VM.CFG
parameter MAX PASSWORD LENGTH, see section 12).
When you enter a new password, the VP system repeats
the digits and asks for confirmation.  You can accept the
new password or select to enter a different password.
If you press 2, the tutorial does not prompt you to enter a
new password, and the default password is retained.
If you press # or *, the tutorial ceases as described
above, and the VP system voices the mailbox Main
menu.
Note:When creating new mailboxes, you can elect to
assign no password to mailboxes instead of the default
password, which is the mailbox number.  Do this by
entering 0000 in the mailbox PASSWORD field.  The
mailbox owner will not be asked for a password until
he/she assigns one.  Use this option with caution, since
anyone can listen to the mailbox owners messages until
he/she assigns a password.Including Your
Name in the
System
Directory“If you would like to be included
in the dial-by-name directory,
press 1.  Otherwise press 2”.If the LAST NAME field of the mailbox on the MAILBOX
screen is blank (or if it consists entirely of digits), the VP
system offers you the option to have your name included
in the system’s directory, which is available to callers
attempting to access a specific party.
If you press 1, the VP system prompts you to indicate the
numbers on the telephone keypad corresponding to the
letters that spell out the first 3 letters of your last name.
Once you enter the numbers (letters), the VP system
repeats them.
If you press 2, your name is not included in the dial-by-
name system directory.
If you press # or *, the tutorial ceases as described
above, and the VP system voices the mailbox Main
menu.
Note:If there is no name recorded for this mailbox, it
will not be included in the directory.Concluding
the tutorial“Thank you for taking part in the
tutorial.  The tutorial will be
repeated each time you open
your mailbox.  If you would like to
cancel it, press the star key now.”If you press *, the tutorial is disabled for the mailbox.  If
you press nothing, the mailbox Main menu plays and the
tutorial will repeat the next time you log into the mailbox.