Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-6· WAIT FOR ANSWER—The VP system monitors the call for all possible outcomes (call is
answered, line is busy, or ring-no-answer) and has options available for each possible outcome.
· SCREEN—Same as WAIT FOR ANSWER with the added feature of allowing answered calls to be
accepted or rerouted by the answering party.
· BLIND—The VP system transfers the call unconditionally (even if the line is busy) and drops out
of the call.  Unless some further action is taken by the telephone system, the VP system has
finished with this caller and does not know the outcome of the call.
7.3.3 Understanding Call Transfer Results
The results of a call transfer depend upon the transfer type selected.
· NO TRANSFER—The caller always receives the mailbox owner’s active personal greeting (if one
has been recorded) or a system default prompt (if a personal greeting has not been recorded).  The
caller has several available options (see section 5.5).
· WAIT FOR ANSWER—There are 3 general possibilities:
*The called party answers.  The VP system announces the call, then disconnects.
*The called party is busy.  The VP system cancels the transfer, announces to the caller that the
station is busy and offers options (section 7.9).  You can disable call queuing by placing the
mailbox in a Class of Service that allows zero calls to hold (see section 4.10).
*The called party does not answer.  The VP system cancels the transfer after the specified
number of rings and plays either the active personal greeting or the system default greeting.
· SCREEN—Same as WAIT FOR ANSWER, except when the call is announced, the called party has
the option to accept or reroute the call.  If the call is rerouted, the calling party either receives the
mailbox owner’s active personal greeting (or the system default prompt if no greeting is recorded)
or is transferred to another mailbox in the system.
· WAIT FOR RING—If the called station is busy, the call is handled exactly the same as with WAIT
FOR ANSWER.  If ringing is heard on the line, the VP system completes the transfer and drops out
of the call.  If the called party subsequently answers, he/she is connected immediately to the
calling party with no call announcing or call screening. If the called party does not answer, the
outcome depends on the capabilities of the telephone system.  There are 4 general possibilities:
*The telephone system has no forward-no-answer capabilities.  The caller hears ringing untilhe/she decides to hang up.  This scenario usually occurs only when the VP system is
connected directly to a standard C.O. line.
*The telephone has unanswered call transfer-recall capabilities, but does not offer voice mailintegration.  At the expiration of the telephone system transfer-recall timer, the call isreturned to the VP system, which answers with the same initial greeting all new calls receive.
*The telephone system has the forward-no-answer feature, but does not offer voice mailintegration.  You can choose to forward the unanswered calls to a live person, or you canforward them back to the VP system where, depending on how you configure the system, 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-7they receive the same initial greeting as new calls or a general secondary greeting (such as,
“I’m sorry, the party is not available...”).
*The telephone system has the forward-no-answer feature with voice mail integration.Unanswered calls can still be forwarded to a live person, but they can also be forwarded to a
mailbox on the VP system, which answers each call with the mailbox owner’s active personal
greeting, or to any other valid box type in the system (a Routing box, for example).  See also
section 7.13.
· BLIND—The VP system transfers the call unconditionally, and the telephone system is totally
responsible for the final outcome of the call.  Again, there are 4 general possibilities:
*The telephone system has no forward-busy or forward-no-answer capabilities.  The callersimply hears busy or ringing tone until he/she hangs up.
*The telephone has unanswered call transfer-recall capabilities, but does not offer voice mailintegration.  At the expiration of the telephone system transfer-recall timer, the call isreturned to the VP system, which answers with the same initial greeting as all new calls.
*The telephone system has the forward busy and forward-no-answer features, but does notoffer voice mail integration.  You can choose to forward the unanswered calls to a liveperson, or you can forward them back to the VP system where, depending on how you
configure the system, they receive the same initial greeting as a new calls or a general
secondary greeting (such as, “I’m sorry, the party is not available...”).
*The telephone system has the forward-busy and forward-no-answer features with voice mailintegration  Both types of calls can still be forwarded to a live person, but they can also beforwarded to a mailbox on the VP system, which answers each call with the mailbox owner’s
active personal greeting, or to any other valid box type in the system (a Routing box, for
example).  See also section 7.13.
The following table summarizes the available configuration options.  For simplicity, some options such as
Reason codes (section 7.13) are omitted.Telephone System Capabilities RequiredTransfertypeCall resultWhat youwant tohappenNormal callprogresstonesUnansweredcall recalltimer onlyCall fwd -nointegrationCall fwdwithintegrationWAIT FORANSWERAnsweredAnnounce
callXBusyQueue the
callXPersonal
greetingXNo answerPersonal
greetingXSCREENAnsweredAnnounce
call and offer
optionsXBusyQueue the
callX 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-8Telephone System Capabilities RequiredTransfertypeCall resultWhat youwant tohappenNormal callprogresstonesUnansweredcall recalltimer onlyCall fwd -nointegrationCall fwdwithintegrationPersonal
greetingXNo answerPersonal
greetingXWAIT FORRINGAnsweredConnectXBusyQueue the
callXPersonal
greetingXNo answerPlay general
“not
available”
greetingXXPersonal
greetingXBLINDAnsweredConnectXBusyPlay general
“not
available”
greetingXXPersonal
greetingXNo answerPlay general
“not
available”
greetingXXPersonal
greetingXTable 7-1   Call Transfer Cross-reference
7.3.4 Specifying Call Transfer Types
There are 2 main areas of programming that affect the call transfer process:
· Parameters in the CALL TRANSFER INFORMATION and OTHER CUSTOMIZATIONS screen (VP
systems) / PBX INFORMATION screen (NTVP systems) as described in section 4.
· The individual mailbox screens, where you can tailor the call transfer options to suit the particular
mailbox owner, as described in section 5.5.
The next few sections follow the call transfer process and describe the options in detail. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-9The Call Transfer Process Begins
When a call is routed into a mailbox, the VP system attempts to transfer the call to the number specified
unless one of the following conditions is met:
· TRANSFER TYPE field of the mailbox is set to NONE.
· Transfer Bypass feature has been invoked.
· Call Transfer feature has been turned off remotely (see section 6.6)
· Call arrived outside the mailbox call transfer schedule times (see section 5.5)
If any of these conditions are met, the mailbox owner’s active personal greeting is played and the call
proceeds as described in section 5.5.
If none of these conditions are met, the VP system attempts to transfer the call.  Before the caller is put on
hold, there are several options:
· System default option.  The VP system plays the prompt:
“Please hold while I transfer the call to John Smith.”
· Individual mailbox @ option. Placing the @ symbol before the mailbox owner’s first name on the
MAILBOX screen causes the VP system to play the prompt:
“Please hold while I transfer the call to that extension.”
· Individual mailbox & option.  Placing the & symbol before the mailbox owner’s first name on the
MAILBOX screen prevents any prompt and/or the name from being played.  The caller is simply
put on hold.
· System-wide option.  You can prevent the mailbox owner’s name from ever being played to any
caller prior to a transfer by entering NO in the field WHEN CALLED PARTY ANSWERS, PLAY
HIS/HER NAME? on the OTHER CUSTOMIZATIONS screen (VP systems) / GENERAL INFORMATION
(VPNT systems).  The VP system plays the prompt:
“Please hold while I transfer the call.”
Next, the VP system looks at the number in the TRANSFER TO field of the mailbox, counts the number of
digits in the number, and determines whether this is an internal or external transfer.  The system
determines this by comparing the number of digits counted to the number specified by the MAX INTERNAL
parameter in the system configuration file (see section 12).
If the number of digits in the TRANSFER TO field is less than or equal to the number defined by MAX
INTERNAL, then the VP system treats the transfer as internal.  If the number of digits is greater, the
transfer is treated as external.
Note:Do not confuse the sequence of events that occur when the VP system makes an externaltransfer with the event sequence when the VP system originates an outgoing call (forexample, for paging and message notification).The VP system then looks at the appropriate column (INTERNAL or EXTERNAL) on the CALL TRANSFER
SCREEN (VP systems) / PBX INFORMATION screen (NTVP systems) and reads the field SEQUENCE TO
INITIATE A TRANSFER.  It dials this sequence of characters (typically “hook-flash, pause” for an internal
transfer,  “hook-flash, pause, the digit 9, pause” for an external transfer). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-10The VP system then dials the number indicated in the field TRANSFER TO on the MAILBOX screen.  This
field can contain the digits 0 through 9, characters *, and #, and the special characters listed in section
5.5.
Note:If the telephone system has more than one access code for external transfers (forexample, “9” for local calls, “81” for WATS lines, “82” for tie-lines, etc.) these codes mustbe included in the TRANSFER TO field (for example, 9,5551234).Once the VP system has dialed the complete number, it looks at the TRANSFER TYPE specified for the
mailbox.  If the TRANSFER TYPE is BLIND, the VP system pauses for a few seconds (to give the host
telephone system time to do its processing), then disconnects, allowing the host telephone system to take
control of the call.  If the TRANSFER TYPE is not BLIND, the VP system handles the transfer by listening
for a tone to decide whether the called party is busy or ringing (these tones are referred to as call-progress
tones).
Called Party is Busy
If busy tone is detected, then the VP system cancels the transfer and returns to the caller.  It does this by
looking at the CALL TRANSFER SCREEN (VP systems) / PBX INFORMATION screen (NTVP systems), in the
field SEQUENCE TO RETURN CALLER FROM BUSY.  The VP system dials this sequence to return to the
caller.  The special characters described above also apply here.  A typical sequence is a hook-flash, or
with some Centrex systems, two hook-flashes (such as ‘!,!’).
If the number of lines currently holding has reached the limit allowed for this extension, or if this mailbox
has been denied call queuing (both determined by Class of Service), the caller hears the mailbox owner’s
active personal greeting.  Otherwise, the VP system offers the caller the option to hold.
Called Party Rings
If the TRANSFER TYPE is WAIT FOR RING, once ringing tone or voice is heard on the line, the VP system
completes the transfer by following the instructions in the field SEQUENCE TO COMPLETE A TRANSFER of
the CALL TRANSFER SCREEN (VP systems) / PBX INFORMATION screen (NTVP systems).
If the transfer type is WAIT FOR ANSWER or SCREEN, and there is no answer after a certain number of rings
(specified in the field RINGS TO ANSWER on the MAILBOX screen), then the VP system goes back to the
caller and plays the mailbox owner’s active personal greeting.  It does this by looking at the CALL
TRANSFER SCREEN (VP systems) / PBX INFORMATION screen (NTVP systems), in the field SEQUENCE TO
RETURN FROM NO ANSWER.  The VP system dials this sequence, then plays the greeting.  The special
characters described above also apply here.  A typical sequence is a hook-flash, or with some Centrex
systems, two hook-flashes (such as “!,!”).
Called Party Rings and Answers
The following applies only if the transfer type is WAIT FOR ANSWER or SCREEN.
The VP system detects that the called party has answered if either:
· The break between rings is longer that normal
· Voice is detected on the line (for example, the called party says “hello”) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-11When answer has been detected, the VP system examines the TRANSFER TYPE field defined for the
mailbox once again.  If TRANSFER TYPE is WAIT FOR ANSWER, then the transfer is considered successful.
The VP system announces the call.  The system default is the prompt:
“I have a call for you, [Name].”
If you have selected not to play the called party’s name (on the OTHER CUSTOMIZATIONS screen (VP
systems) / GENERAL INFORMATION screen (NTVP systems)), the announcement is:
“I have a call for you.”
The VP system then completes the transfer by looking on the CALL TRANSFER SCREEN (VP systems) / PBX
INFORMATION screen (NTVP systems), in the field SEQUENCE TO COMPLETE A TRANSFER.  If the way to
complete a transfer is to hang up, this field is usually blank.
If the transfer type is SCREEN, the VP system gives the called party the choice of accepting the call or
redirecting it with several options.  The called party can:
· Press 1 to accept the call, and the parties are connected.  The VP system completes the transfer as
described above and drops out of the call.
· Press 2 to redirect the caller to the mailbox owner’s active personal greeting.
· Press 3 to redirect the caller as specified in IF CALLER CHOOSES OTHER OPTIONS field on the
MAILBOX screen.
· Press 4 plus a greeting number digit 0 – 9 to redirect the caller to the greeting number selected,
provided the mailbox owner is allowed multiple greeting and the greeting number selected has
been recorded.
· Press 5 plus a valid box number to redirect the caller to that box.
· Press 6 to accept the call (as with pressing 1).  The VP system remains on the line and records the
conversation.  The recorded conversation is stored as a message in the called party’s mailbox.
If the called party presses 6, the VP system completes the transfer by dialing the digits in the field
SEQUENCE TO TRANSFER A THREE-WAY CALL on the CALL TRANSFER SCREEN (VP systems) / PBX
INFORMATION screen (NTVP systems).  If the called party presses a redirect option (2-5), the VP system
cancels the transfer as specified in the field SEQUENCE TO RETURN FROM CALL SCREENING on the CALL
TRANSFER SCREEN (VP systems) / PBX INFORMATION screen (NTVP systems).  The calling party is then
redirected and the called party is disconnected.
7.3.5 Detecting Call-Progress Tones
The VP system can detect most call-progress tones.  However, some key systems and PBXs provide non-
standard ringing, busy, and re-order tones.  In these cases, the VP system must be “trained” to recognize
the tones. See section 13.
There may be instances when the VP system cannot be trained to recognize the phone system’s call
progress tones.  In these instances it is possible to instruct the system to stop listening for the call progress
tones.  This should be done only as a last resort, as certain VP system features, such as call queuing, are
lost when call progress tone detection is disabled. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-12To turn off call-progress tone detection, access the CALL TRANSFER screen (VP systems) / PBX
INFORMATION screen (NTVP systems) and move the cursor to the field DETECT CALL PROGRESS TONES.
Set the value of this field to NO.  Next, set the TRANSFER TYPE field on MAILBOX screens to SCREEN.
In this mode, once the VP system has dialed the transfer number, instead of listening for ringing or busy
tones, it immediately begins playing the prompt:
“I have a call for you.  Press 1 to accept the call, press 2 if you would like me to take a message .... I have
a call for you, press 1...”
The VP system repeats this message several times, listening for a touch-tone to be entered.  If no touch-
tone digit is received, the VP system returns to the caller and plays the mailbox owner’s active personal
greeting.  The number of times the VP system repeats the message is specified on the MAILBOX screen in
the RINGS TO ANSWER field (VP systems) / ASSUME NO ANSWER AFTER X RINGS field (NTVP systems).
7.3.6 Using the Transfer Bypass Feature
There are two ways that the transfer bypass feature is used:
· Manual transfer bypass
· Automatic transfer bypass
Manual Transfer Bypass
There are times when a caller wants to leave a message in a mailbox without having the VP system
attempt to transfer the call to the mailbox owner (and ring the mailbox owner’s extension).
A caller (internal or external) can bypass the call transfer feature by dialing a * at the beginning or end of
the mailbox number.  Instruct the VP system whether to expect the * at the beginning or end of the
number by completing the field USE TRANSFER BYPASS DIGIT on the CALL TRANSFER screen (VP systems)
/ PBX INFORMATION screen (NTVP systems). Select one of the 3 options:Menu optionMeaningNONEDo not use the transfer-bypass feature.FIRST DIGITExpect the transfer-bypass digit to arrive before the mailbox number.LAST DIGITExpect the transfer-bypass digit to arrive after the mailbox number.  This is the
default setting.Note:Refer to Automatic Transfer Bypass, next in this section and section 7.13 before selectinga choice for the TRANSFER BYPASS DIGIT field.Assume that the VP system in the XYZ company is set up to expect the * as the last digit. Mr. Smith calls
XYZ company and asks to speak to Ms. Jones on extension 319.  The operator knows that Ms. Jones is on
vacation, but has a mailbox (319).  To transfer the call directly to Ms. Jones’ mailbox:
· The operator dials the VP system.
· The VP system answers the call and begins playing the greeting in the initial box for the line. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-13· The operator dials 319*.
· The VP system routes the call to mailbox 319, then plays the prompt “You may transfer the call
now.”
· The operator hangs up.  Mr. Smith is connected to the VP system and hears Ms. Jones’ active
personal greeting.
Note:The system prompt “You may transfer the call now,” is inserted as confirmation that thetransfer bypass is successful (a valid mailbox number was dialed and the VP systemunderstands the instructions).  Although the you can configure the system so this promptis not voiced, it is recommended that you retain the prompt for manual transfer bypasscalls.  If the operator is not expecting confirmation and mis-dials the number, then hangsup, the caller could be lost.Automatic Transfer Bypass
Automatic transfer bypass is available only if the telephone system has voice mail integration capabilities.
Only in-band signaling is discussed here.  Out-of-band signaling (typically via the PC serial port) requires
an optional software package, which is supplied with specific documentation and instructions.
If a call is transferred to a ring-no-answer station using the transfer type WAIT FOR RING, or if a call is
transferred to either a busy or ring-no-answer station using the transfer type BLIND, a telephone system
with in-band signaling can be set to 1) forward unanswered calls back to the VP system and 2) transmit
the called station’s extension number to the VP system via DTMF tones.
As with manual transfer bypasses, the call is to go directly to the mailbox owner’s personal greeting
without completing the call transfer process.
You set up an automatic transfer bypass by creating a digit translation table.  By using the table, the VP
system analyzes incoming DTMF tones to determine whether they belong to a mailbox, and if so,
automatically adds the transfer bypass digit.  See section 7.13 for information on building the digit
translation table.
How to Choose the Transfer Bypass Digit
The VP system uses the * digit and the placement LAST DIGIT as default transfer bypass settings.  These
defaults work well with most telephone systems.  When setting up the transfer bypass feature, use these
defaults and the example translation tables shown in section 7.13.  Should you need to modify these
defaults, consider the following points:
· A digit other than * can be used as the transfer-bypass digit (see section 12).
· If you select LAST DIGIT on the CALL TRANSFER screen (VP systems) / PBX INFORMATION screen
(NTVP systems), the transfer bypass digit cannot conflict with the system dialing plan.  If the
system had, for example, both 3 and 4 digit mailbox numbers and you chose “1” as the transfer
bypass digit, the VP system cannot tell the difference between dialing mailbox 138 then 1 for
transfer bypass, and dialing mailbox 1381.  Using * for transfer bypass (the default) does not
cause this conflict.
You can eliminate the prompt, “You may transfer the call now,” by entering the transfer bypass
digit twice (for example, 319 * *). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-14· If you select FIRST DIGIT on the CALL TRANSFER screen (VP systems) / PBX INFORMATION screen
(NTVP systems), you cannot use that same digit as a DESTINATION FOR DIGIT choice in the initial
Routing box (the menu choice would override the transfer bypass feature).  Verify the
DESTINATION FOR DIGIT field beside the digit you have chosen for the transfer bypass digit is
blank on the ROUTING BOX screen.
You can eliminate the prompt, “You may transfer the call now,” by replacing it with an “empty”
voice file.  See section 15 for information.
The FIRST DIGIT option generally cannot be used when the VP system is connected to a telephone
system that sends voice mail integration digits.
7.3.7 Prompting Callers for Their Names
If you are using transfer types WAIT FOR ANSWER or SCREEN, you can configure the VP system so that it
asks for the caller’s name before attempting to transfer a call.  To set up this option, set the field GET
CALLER’S NAME? to YES on the MAILBOX screen.
Note:Selecting the transfer type SCREEN does not automatically set up the system to ask forthe caller’s name.  You must adjust the MAILBOX screen.Once this option is active for a mailbox, when a caller enters the mailbox number, the VP system plays
the system prompt:
“Please speak your name so I may announce who is calling.”
The system then records the response and inserts the caller’s name within the appropriate call-announcing
prompt.  If the transfer type is set to WAIT FOR ANSWER, the called party hears:
“I have a call for you [mailbox owner’s name] from [recorded caller’s name].
If the transfer type is SCREEN, a similar prompt plays followed by:
“Press 1 to accept the call, press 2 if you would like me to take a message...”
By default, the VP system gives the caller 4 seconds to record his/her name.  You can change the time
allowed.  Refer to section 12 (XFER NAME TIME).
7.3.8 Using Different Greetings for Busy and No-Answer
You can set up the system to play a different personal greeting to callers based on whether the caller
encounters a busy extension or a ring-no-answer extension.  To do this, you use the multiple greetings
feature of the mailbox:
To Set Up the Multiple Greetings Feature:
1. Set the Class of Service for the mailbox to allow 2 greetings (the VP system numbers these 0 and 1).
2. Instruct mailbox owners to use greeting 0 as the ‘no answer’ greeting, and use greeting 1 as the ‘busy’
greeting. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-153. Instruct mailbox owners to record greeting 0 using a statement such as:
“Hello, this is [name].  I’m sorry I am not available to take the call. If you would like to leave me a
message, press 1.”
4. Instruct mailbox owners to record greeting 1 using a statement such as:
“Hello, this is [name].  I’m on another call right now.  If you would like to leave me a message, press
1.”
5. In-band (DTMF) integrations:  If part of the integration packet indicates why the call transfer did
not complete (for example, the packet includes a Reason code), you can use the digit translation
feature to specify which personal greeting the VP system should play for each Reason code.  For
more information, see section 7.13.
Non In-band integrations:  Add the following lines to the configuration file VM.CFG:
GREETING.NO ANSWER=0
GREETING.BUSY=1
See section 12 for more information on the VM.CFG configuration file.
7.3.9 Using Three-way Calling
What is Three-way Calling?
In general, three-way calling is simply a conference call involving 3 parties.  In this context, one of the
parties is the VP system, which should be part of the call only as long as necessary for it to perform its
call processing functions.  During normal call transfer functions, a three-way call may exist for just a few
seconds, when the VP system performs the SEQUENCE TO COMPLETE A TRANSFER.  There are some cases,
however, when limitations of the telephone system require the VP system to remain a part of the call for
the entire duration of the call.
You may need to use the three-way calling feature in three cases:
· The VP system is connected directly to Central Office lines.
If the system is connected directly to a residential (R1) line, single business (B1) line, or multiple
business lines assigned to a multi-line hunt group, it is likely that the call transfer service is not
available (this limitation does not apply to Centrex service).  You may, however, be able to order
the three-way calling service.
· The VP system is connected to a key system or PBX with trunk-to-trunk restrictions.
Many key systems and PBXs allow the VP system to set up a three-way conference that consists
of two outside parties connected to C.O. lines (trunks) and the VP system as the third, internal
station party, but they will not allow the VP system to drop out of the call leaving the two
outside parties connected (a trunk-to-trunk connection).  If this is the case with the telephone
system, you will need to use the three-way calling feature.
· When you have asked the VP system to record a conversation.
The VP system can optionally record the conversation when it performs a call transfer (see
section 7.24).  In this case, it must remain on the line, so it automatically uses the sequence in the
field SEQUENCE TO TRANSFER A THREE-WAY CALL.