Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-76**xxx=xxx*,#,??
The two question marks represent a wildcard password, and they instruct the VP system to bypass the
password provided the PASSWORD field in the mailbox also begins with two question marks (a password
of 1234 is entered as ??1234 on the mailbox’s MAILBOX screen).
Note:When including the password bypass characters in the translation rule, remember, thatanyone calling from extension 123 can access the messages in mailbox 123, withouthaving to enter a password.  Also remember that the feature does not function properlyunless you modify the PASSWORD field on the MAILBOX screen for each mailbox byincluding ?? before the entry in the field.7.14 Setting Up the Dial-by-Name DirectoryThe Directory box (box 9998) provides callers access to the VP systems dial-by-name directory feature.
To allow callers to use the dial-by-name directory box feature, you must provide access to Directory box
9998 via system Routing boxes.  By default, this is done by setting the DESTINATION FOR DIGIT * on each
ROUTING BOX screen to 9998.
7.14.1 Using the Dial-by-Name Directory
A caller uses the dial-by-name directory by spelling the last name of the party using the letters on the
telephone keypad (for Q and Z, callers are instructed to use the number 1).  The VP system looks for a
name that matches the letters, then says the name and asks for confirmation.  For example:
“Mike Smith.  If this is the person you want, press 1.”
If more than one name matches the letters entered by the caller, the VP system says each name in turn and
asks for confirmation.  As each person’s name is played, the caller can press 1 to be transferred to that
person, press 2 to skip to the next name (this also happens if the caller does not press any key), press 3 to
try a different spelling, or press # to exit from the directory area.  If the caller presses #, the VP system
takes whatever action is specified on the DIRECTORY BOX screen in the field IF NAME NOT FOUND.
When the caller presses 1 to transfer to a person, the VP system (by default) voices the called party’s
mailbox number, then transfers the call.  For example:
“The  number is 4127.  Please hold for Mike Smith.”
You can modify the configuration of the dial-by-name directory, so the mailbox number is not voiced.
This is discussed below.
7.14.2 Keeping a Mailbox Out of the Dial-by-Name Directory
If you do not want a mailbox owner’s name and mailbox number to be included in the dial-by-name
directory, enter an @ symbol as the first letter of the name entered in the LAST NAME field of the
MAILBOX screen.  For example, to keep Mary Jones out of the dial-by-name directory, access the
MAILBOX screen for her mailbox, and change the LAST NAME field from “Jones” to “@Jones.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-77Also, be advised that if no name is recorded for a mailbox, the mailbox is not included in the directory.
7.14.3 Understanding Dial-by-Name Configuration Options
The following options are available to customize the operation of the dial-by-name directory.
Complete Directory Listing
You can configure the VP system so it provides callers the option of hearing a complete listing of all
mailboxes on the system.  The caller accesses this feature by pressing * during the Directory box greeting.
You can enable or disable this feature on the DIRECTORY BOX screen (section 5.9).
Announce Mailbox Number
You can configure the VP system to announce the mailbox number of the party the caller selects from the
dial-by-name directory.  If you set up the system to announce the called party’s mailbox number, the
caller can note it for future reference.  You can enable or disable this feature on the DIRECTORY BOX
screen (see section 5.9).
Last Name / First Name Option
By default, the dial-by-name directory feature is set up to prompt callers to enter the first few letters of the
called party’s last name.  You can, however, configure the system to search based on the letters of the
called party’s first name.  Last or first name use is set on a system-wide basis.  To use the first name in
place of the last name, you must make the following changes to the VP system:
· For every person who is to be listed in the dial-by-name directory, reverse the entry of his/her names
in the mailbox FIRST NAME and LAST NAME fields. The person’s first name should be entered in the
LAST NAME field and vice versa.
· Change the greeting in Directory box (box 9998) to request the caller enter letters of the called party’s
first name.  This greeting is located in the \VM\M directory.  The file has the filename GT009998.GRT
(if you are using the multilingual features, see section 16 for the location of voice files in various
languages).  Pre-recorded optional greetings are listed below, or you can record a new Directory box
greeting using the same keyboard access method available for all boxes.
Number of Letters to Request
By default, the VP system asks the caller to enter 3 letters of the called party’s last name.  You can
configure the system to prompt the caller for fewer or more digits by changing the field MAXIMUM
NUMBER OF DIGITS on the DIRECTORY BOX screen.  Note that the entry specified here represents the
maximum number of keypresses the system collects from a caller.  The VP system still attempts to find a
match if the caller enters fewer digits.  The fastest search, however, occurs when the caller enters the
exact number of digits requested. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-78Directory Box 9998 Greetings
The following 4 pre-recorded options are available for use as the dial-by-name directory greeting.  All
files are located in the VM\M directory.  You can make one of the available options active in the system by
copying it over the default greeting.  For example, you can activate option 3 by accessing the \VM\M
directory from a command prompt and typing:
COPY  GT009998.OP3  GT009998.GRTOptionFilenameContents of greetingDefaultGT009998.GRT“Enter the first three letters of the last name of the party you wish to
speak with.  Use the one button for Q and Z, or press star for a complete
directory.”Option 1GT009998.OP1“Enter the first three letters of the last name of the party you wish to
speak with.  Use the one button for Q and Z.”Option 2GT009998.OP2“Enter the first three letters of the first name of the party you wish to
speak with.  Use the one button for Q and Z, or press star for a complete
directory.”Option 3GT009998.OP3“Enter the first three letters of the first name of the party you wish to
speak with.  Use the one button for Q and Z.”Note:If you want to use first names in the dial-by-name directory instead of last names, followthese steps:1.In each mailbox, insert the owner’s last name in the FIRSTNAME field, and the first name in the LAST NAME field.2.Replace the Directory box greeting as described above.3.Copy over prompt 228 with the optional version you selected above by accessing the \VM\M directory from a command prompt and typing the command:COPY GT09998.GRT  C:\VM\P\SPELNAME.VOI7.15 Setting Up Database LookupsThe VP system has the ability to accept up to 20 digits from the caller, then match these digits to an entry
in a specific database.  Based on the contents of the database file, the VP system can then perform the
following functions:
· Route the caller to a system box (mailbox, Routing box, Question box, etc.)
· Allow a caller to dial a particular digit sequence a pre-determined number of times, after which
that sequence is no longer be valid (discussed below in the section detailing the explanation point
(!) as a special character)
· Allow callers to rapidly access any location or feature within the VP system by assigning “speed
dial” digit strings (discussed below in the section detailing the colon (:) as a special characters) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-79All databases used with the VP system database lookup feature must be text (ASCII) files, containing one
digit string and a box number on each line.  Each line can also include special characters to expand the
capabilities of the associated Routing box.
7.15.1 Using Database Lookup to Route Calls
To route incoming calls based on the contents of a database lookup file:
1. Construct a database file indicating the keypresses callers can enter and the resulting boxes to which
the calls should route. Save the file using a conventional filename (1 to 8 character filename plus a 1
to 3 digit extension). See a DOS manual for information on files and filenames.  (See below for
information on constructing the database file.)
2. Create a Routing box.
3. For the name of the Routing box, enter the name of the associated database file.
4. Select DATABASE LOOKUP in the Routing box field ROUTE CALL BASED ON.
5. Send calls to this Routing box to access the database.  This Routing box is accessed in the same
manner as any system Routing box.  It can be an Initial Box (as designated in the LINE INFORMATION
screen), can be programmed as a DESTINATION FOR DIGIT in another Routing box, as the destination
in a GO TO BOX field, etc.
When a Routing box uses a database lookup file to route calls, the DESTINATION FOR DIGIT fields are not
used.  Therefore, if you want callers to have access to an operator by dialing 0, for instance, then 0 must
be included in the database lookup file.
7.15.2 Formatting Basic Database Lookup Files
The first line of a database lookup file must be entered using the following format:
default=XXXX, not found=YYYY, default digits=zzzzzzz
where:
XXXX is a box number (up to 4 digits)
YYYY is a box number (up to 4 digits)
ZZZZ is a sequence of up to 20 digits (or the word “ACCOUNT” indicating the account number
stored for the call)
The rest of the lines in the file must be formatted as follow:
ddddddddd,bbbb
where:
ddddd is a string of digits (up to 20) that may be dialed by the caller
bbbb is a box number (up to 4 digits).
The ddddd digits can include wildcard characters, as described below. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-80You can leave out the comma and the box number (just enter the digits dddddd as described above).  If
you do, the VP system treats the digits as a default entry.  Default entries are handled as described in step
2 below.
When the VP system has finished collecting digits from the caller, it opens the database file specified on
the box setup screen and looks for a matching set of digits. One of 5 things can happen:Outcome of SearchAction Taken by the VP SystemThe caller did not enter any digitsThe VP system substitutes the DEFAULT DIGITS from the
first line of the file, then performs the database lookup.No match is foundThe VP system routes the caller to the NOT FOUND box
number listed on the first line of the file.A match is found, but there is no comma
and/or box number on that lineThe VP system routes the caller to the DEFAULT box
number from the first line of the file.A match is found, and there is a comma and
box number on the lineThe VP system routes the call to the box number following
the comma.A match is found, there is a comma and box
number on the line, plus a colon, followed by
extra digitsThe VP system routes the call to the box number following
the comma, then it acts as if the extra digits were dialed by
the caller, taking the appropriate action.The following example shows a database lookup file using 5-digit Zip Codes (and no special optional
characters) to route calls.  Line explanations are shown to the right or the lines.
default=800, not found=805, default digits=34231
0,888Callers dialing 0 are  routed to box 888
33444,3000Callers entering this Zip Code are routed to box 3000
34231,3001Callers entering this Zip Code are routed to box 3001
33442Callers entering this Zip Code are routed to default box 800
32222Callers entering this Zip Code are routed to default box 800
Note:If you enter the word “ACCOUNT” for the default digits (DEFAULT DIGITS=ACCOUNT),the VP system uses the account number as the default digits if the caller does not enterany digits.  See section 7.23.  For example, if the caller’s telephone number was collectedautomatically at the beginning of the call using SMDI, and it was stored as the accountnumber, the VP system uses the caller’s telephone number in a database lookup ifDEFAULT DIGITS=ACCOUNT option.7.15.3 Using Special Characters in a Database Lookup File
The Pound (#) Character
Since a caller may dial up to 20 digits in a database lookup Routing box, it is useful to inform the caller in
the Routing box greeting that he/she can press # at the end of the dialing sequence.  The VP system
processes the digits immediately, instead of waiting for additional digits:
“Please enter the account number, followed by the pound sign.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-81By default, the VP system considers # to be an “end of dialing” signal.  If you need to use the # as a
normal DTMF digit, for example to send a caller to the voice mail gateway, you must enter the custom flag
number 32768 in one of the CUSTOM fields of the OTHER CUSTOMIZATIONS screen (VP systems) /
CUSTOM FLAGS screen (NTVP systems) (see section 4.11).  By specifying custom flag number 32768, you
can then enter # in the database lookup file as a digit, such as:
#,9992
You will need to enter this custom flag and the entry shown above if box owners are to have access to
their mailboxes when their call into the system is Routed through a database lookup Routing box.  You
must include this entry in the database lookup file since the DESTINATION FOR DIGIT fields on the
ROUTING BOX screen are not active in a database lookup Routing box.
If you specify custom flag 32768 on the OTHER CUSTOMIZATIONS screen (VP systems) / CUSTOM FLAGS
screen (NTVP systems), # is no longer considered an “end of dialing” signal, so you should not instruct
callers to press # at the end of dialing.
The Exclamation Point (!) Character
If you include ! as the final character of an entry in a database lookup file, the entry can be accessed only
once by a caller, then is automatically deleted.
Assume, for example, you are using the VP system to allow readers of a newspaper’s Classified
advertisements to call in and access a listed box number.  This box is used to provide a description to the
caller and/or allow the caller to leave a message.  As the owner of the VP system, you have charged the
mailbox owner an up-front fee good for 25 replies to his/her classified advertisement.  You would then
program 25 identical entries in the database lookup table for access to this mailbox:
5276,1002!
5276,1002!
5276,1002!
5276,1002!
5276,1002!
etc.
Each time an outside caller reaches this database lookup Routing box and enters the code 5276, he/she is
routed to mailbox 1002, then that entry in the database lookup file is deleted.  When all 25 entries have
been deleted, the box owner’s pre-paid service discontinues, and the caller is routed to the NOT FOUND
box.  In that box, you record a message such as:
“I’m sorry, that box is no longer in service.”
The Semi-Colon (;) Character
You can add comments to lines in the database lookup file and specify that they are to be ignored during
lookup operations by placing them to the right of the ; character on a line.  For example:
56423,217;Jones, Fred 316 Main St. Anytown, USA (813) 555-1212
The name, address, and phone number to the right of the ; character are comments in the file that are
ignored during database lookup operations.  In this example, these comments identify the individual who
was assigned account number 56423 by the company using this feature. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-82The Colon (:) Character
You can add a : character to an entry in a database lookup file to create “speed dialing” digit strings (also
referred to as macros) for various VP system functions.
Assume, for example, there is a mailbox owner who recorded six different personal greetings—one for
each weekday and one for the weekend.  This mailbox owner changes greetings each morning to activate
the proper one for the day.  These are the steps he/she takes to change the active greeting:
1. Press # to access the voice mail gateway (box 9992).
2. Enter the mailbox number.
3. Enter the password.
4. Press 3 for the Options menu.
5. Press 2 for the Change greeting menu.
6. Press 5 to select a new active greeting.
7. Enter the greeting number (0 through 9).
8. Press # to return to the Options menu.
9. Press # to return to the Main menu.
10. Press # to exit the open mailbox.
To automate this process for the mailbox owner, you can create a database lookup Routing box, then
assign a single digit “speed dial” code to the box, which activates a macro dialing string specified in it.
The procedure is described below.
Assume the mailbox owner’s mailbox is 101 and the password is 6377.  First, you create the database
lookup file.  In the file, you assign a digit for each day of the week.  For purposes of this example, assume
this digit is the same as the greeting number for each day.  If the mailbox owner recorded Monday’s
greeting as greeting 0, for example, then 0 is the speed dialing digit for Monday.
The database lookup entry for Monday is as follows:
0,9992:101,6377,3,2,5,0,#,#,#
This entry stipulates that once the mailbox owner reaches this Routing box, he need only dial 0 to invoke
a macro that changes the greeting to greeting 0, which is the Monday version.  When the owner dials 0
from the database lookup Routing box, the call routes to the voice mail gateway 9992, and the VP system
“speed dials” the rest of the digit string, which includes the mailbox number, password, and key sequence
normally entered to invoke the Monday greeting then exit the box.
In the above case, the digit string consists of:
101(the mailbox number)
6377(the password)
3(for the Options menu)
2(for the Greeting options menu)
5(to select a new active greeting)
0(to select greeting zero, the Monday greeting)
#,#,#(to exit the open mailbox)
To create speed dialing digits for the rest of the week, you make additional entries to the database file,
modifying the first digit (the speed dialing code) and the greeting number selected for the day.
Now assume, you need to provide this mailbox owner an additional feature in this database lookup
Routing box—an ability to alternate the number in the TRANSFER TO field on the mailbox’s MAILBOX
screen between the mailbox owner’s inside extension number and home telephone number. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-83Digits 0 through 6 are now used as speed dialing codes to activate Monday through Friday and weekend
greetings.  Therefore, you can use digit 7 as a speed dial digit that activates call transfers to the internal
extension and 8 as a speed dial digit that activates call transfers to the home telephone number (5551212).
The two entries you add to the database lookup file are:
7,9992:101,6377,3,4,1,101,#,#,#
8,9992:101,6377,3,4,1,5551212,#,#,#
When setting up speed dial entries, keep in mind that the digits specified after the colon must correspond
exactly to the keypresses the mailbox owner would make to manually execute the action once the owner
accessed the voice mail gateway and heard the prompt, Please enter the mailbox number.”
Other programming considerations:
· You can specify speed dialing codes that are more than one digit in length.  To invoke a greeting
recorded for use on “snow” days by a school, for example, a school administrator can set up a
speed dialing macro that is invoked when he/she presses the numbers corresponding to the letters
‘s-n-o-w’ on the phone keypad.  You can use speed dialing codes that are up to 20 digits (but
longer codes tend to defeat the purpose of the speed dialing feature.
· Any number of mailbox owner’s can be given access to a database lookup Routing box, but it is
recommended that each mailbox owner be assigned his/her own database lookup Routing box.
This way, the box and its database lookup file can be customized for an individual owner (with
mailbox number and password) and it can be updated when necessary, without disrupting other
mailbox owner’s who would otherwise share the box.
· If the telephone system does not provide a positive means of disconnect, you can include a hang-
up box at the end of each speed dial entry.  This way, when a mailbox owner accesses a database
lookup Routing box, presses a speed dial code to invoke a macro, then just hangs up, the call is
routed to a box that hangs-up the call once the macro executes.
· If disconnect supervision is not an issue, you can choose not to include in each macro the # digit,
which backs the call out through system menus.  By ending the dialing string with the last
command—for example, 2 to make greeting two the active greeting—you allow the VP system to
play the confirmation prompt.  In this example, the caller hears:
“Your current greeting is 2…”
Wildcard Characters in Digits
You can set up database lookup files that include wildcard characters.  Wildcard characters serve as
placeholders in the database lookup string, each character indicating “match any digit entered at this
point.”  The wildcard characters you can specify are S, T, U, V, W, X, Y, and Z.
Assume, for example, a database lookup file includes the following line:
333xxx:200
If the caller enters 333000 or 333498, the call goes to box 200.
Now assume you want to each caller’s area code and phone number (a 10-digit number), but you want to
route the call based only on the area code (the first three digits).  You enter the following line in the
database lookup file: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-84xxxyyyzzzz,200:xxx
In this example, all calls go to box 200.  Once in box 200, the VP system re-dials the first three digits of
the ten-digit number the caller entered previously.  The call is routed from box 200 using these three
digits.
7.16 Using Line GroupsThere are several VP system features that require the system to place outgoing calls (for example, turning
message waiting lamps on and off, calling a pager service, placing message delivery calls).  To make
these calls, you must allow the system to access one or more of the VP system lines.
Note:The actions the VP system takes to place an outgoing call differ from those taken whenthe system transfers a call, even if the number the call is transferred to is an externalphone number.You can specify which lines the VP system is to use to make outgoing calls by modifying entries on the
LINE INFORMATION screen.  To allow the system to use a particular line or lines when making any type of
outgoing call, set the field OUTGOING CALLS ALLOWED? to YES for the lines the system is to use.
To identify specific lines that the system is to use for certain outgoing calls, you place lines in line
groups. The VP system has 4 available line groups: A, B, C, and D.  Each line on a system can be placed
in any line group or can be placed in several or no line groups.
To place a line in a line group, access the LINE INFORMATION screen.  This screen displays information on
the first 8 lines on the system (press  to see the next set of 8 lines if the system has more than 8 lines
or use the scroll bar on NT-based VP systems.).  The right portion of the screen indicates which lines
belong to which line groups.  To place line 3 in line group B, for example, press  until the cursor
is in column B, and in the third row, then set the field to YES (check the box on NT-based VP systems).
Note:Assigning a line to a line group (entering YES in the line group A, B, C, or D column)overrides a NO entry in the OUTGOING CALLS ALLOWED field.You can use line groups in two general ways:
· Allow the VP system to place most outgoing calls using any of several lines (by entering YES in
the OUTGOING CALLS ALLOWED? field), and specify a certain line group(s) only to those calls that
you want to restrict to certain lines.  Use this technique if there are only a few types of calls you
want to restrict to certain lines.
· Force all outgoing calls to use only certain lines (by entering NO for all lines in the OUTGOING
CALLS ALLOWED? field), and specify a certain line group(s) to be used for each type of outgoing
call the system is to make.  Everywhere in the system where you specify an outgoing call number
the system is to dial, you indicate whether and which line group the system is to use by including
the line group in a set of braces{}before the number (for example, {A}5551212).
Assume the VP system has 8 lines, and all outgoing calls are to use any of the 8 lines with the exception
of pager calls, which are to use only lines 7 and 8.  On the LINE INFORMATION screen, you select YES in
the OUTGOING CALLS ALLOWED? field for all 8 lines.  This way, any outgoing call can use any line.  Next,
you assign lines 7 and 8 to line group A by entering YES in the line group A column across from lines 7 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-85and 8.  Finally, on the screens on which you enter pager numbers, you use the format {A}xxxxxxx.  For
example:
{A}5551212
Note:When pager numbers are changed remotely by mailbox owners, the VP system allows thepager number to be changed, but retains the line group setting.For any other outgoing call types (message waiting lamps, etc.) there is no need to specify a line group in
the number.  These call types default to using any of the 8 lines.
If you prefer to designate specific lines for each type of outgoing call, set up the VP system so the largest
group of outgoing calls uses the default line group setup.  This way, the number of entries you must
customize is minimized.
For example, assume again, the VP system has 8 lines.  The system is to use lines 1 - 4 to make calls that
turn on and off message waiting lights.  On the LINE INFORMATION screen, you set the OUTGOING CALLS
ALLOWED? to YES for lines 1 - 4 and to NO for lines 5 - 8.  Now, you need only enter the message
waiting codes on the MAILBOX screen for each mailbox.  You do not have to specify a line group, since
those calls will be made only on lines 1 - 4.
Now you can restrict other outgoing calls to certain line groups.  To restrict pager notification to use only
lines 5 and 6, for example, you can place line 5 and 6 in line group A, then include {A} before every
pager number entered on the system.  To restrict message delivery to use lines 7 and 8, you can place
lines 7 and 8 in line group B, then include {B} before the telephone number in each message delivery
CALL field.
Note:If on the LINE INFORMATION screen a line is included in a particular line group (A, B, C,or D), the NO entry in the OUTGOING CALLS ALLOWED? field is overridden when thesystem attempts to dial an outgoing call using the line group code shown in braces, forexamples {A}5551212.Note:If you set up the Outbound Telemarketing module to place outgoing calls, you shouldalways assign the lines you want the system to use to a line group, then enter this linegroup letter In the TELEMARKETING BOX screen.  If you do not specify certain lines, thesystem may use all lines to place outbound calls, thus halting other call traffic.7.17 Including Time and Date AnnouncementsYou can configure the VP system to say the current time and/or date at almost any point in a call.
To configure the VP system to say the time, you simply create a Routing box and include the word TIME
inside brackets [ ] at the beginning of the box name.  The VP system plays the Routing box greeting then
announces the current time.
Assume, for example, you create Routing box 2000 and specify the name as [TIME]Current time.  You
then record the greeting, “The time here at the XYZ Company is.”  When a call routes to box 2000, the
VP system plays the greeting, then plays the current time, for example:
“The time here at the XYZ Company is twelve twenty-six PM.”