Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/007-86You can use the same technique to configure the VP system to play the current date.  Simply insert
[DATE] in front of the box name.
Note that a Routing box plays the time or the date, but not both.  If you want the system to voice both the
time and the date, simply chain two Routing boxes together with the first announcing the time and the
second announcing the date.  To program this, set up the first Routing box to state the time, and make the
following entries on that ROUTING BOX screen:
· Enter 0 in the NUMBER OF SECONDS TO WAIT FOR A DIGIT field.
· In the field IF NO DIGITS DIALED, select GO TO BOX, then enter the number of the Routing box you
have configured to say the date.
7.18 Placing Outgoing CallsIf a mailbox owner’s assigned class of service permits, the owner can log into his/her mailbox then have
the VP system place a call to another number.  This feature is similar to the DISA (Direct Inward System
Access) feature offered by many telephone systems.
Note:Before permitting outgoing calls in any class of service, be aware that any long distance(toll) calls placed by mailbox owners using this feature are charged to the Central Officelines used by the VP system.  To avoid unwanted charges, you can take one of twoactions:  1) Block the feature entirely in a class of service by entering NO in theOUTGOING CALLS ALLOWED field on the CLASS OF SERVICE screen.  This blocks onlythis service, not external call transfers (for example, if the mailbox is set to transfer calls toa cellular phone.  2) Use the class of service RESTRICTION fields to enter specificnumbers that the system is to block (for example numbers that start with 1976, 911, and1900).See section 4.10 for details on class of service.
7.18.1 Understanding the Outgoing Call Feature
To place an outgoing call, the mailbox owner opens his/her mailbox, then selects option 0 from the Main
menu.  The VP system prompts the mailbox owner to enter the telephone number to which the call is to
be made.  The system then makes a conference call to that telephone number using the three-way calling
capability of the telephone system.  The VP system remains on the line for the duration of the call (see
section 7.3).
Assume, for example, Mary Jones owns mailbox 7001.  Mary is out of town, but she wants to place a call
to a client in another state.  She simply calls her VP system on its toll-free number and routes to the voice
mail gateway.  The VP system says, “Please enter the mailbox number.”
Mary enters 7001.  The VP system says, “Please enter the password.”  Mary enters the password.  The
VP system replies:
“Mary Jones, you have three new messages.
To listen to the messages, press 1.
To send a message, press 2...”  and continues offering all the choices available on the Main menu. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-87Mary presses 0 to place an outgoing call.  The VP system says:
“Please enter the telephone number to which you wish to be connected.”
If you have created an external dial rule table DIALRULE.TXT (see section7.25), Mary simply enters the 7
or 10 digit telephone number.  If you have not created external dial rules, Mary must first dial the digit 1
if she is making a long distance call.
The VP system checks the number Mary enters against the restricted numbers in Mary’s assigned class of
service.  If the number is not restricted, the VP system says, “One moment please,” and dials the
sequence defined in the SEQUENCE TO INITIATE A TRANSFER - EXTERNAL field on the CALL TRANSFER
screen (VP systems) / PBX INFORMATION screen (NTVP systems).  Note this not an “outgoing call” as
defined in the sense of calls made to pagers or to light message waiting lamps, but it is a transfer to an
external number using the three-way conference feature.
The VP system then dials the telephone number Mary specified.  The system conferences Mary in on the
call by dialing the sequence defined in the field  SEQUENCE TO COMPLETE A THREE-WAY CALL on the
CALL TRANSFER screen (VP systems) / PBX INFORMATION screen (NTVP systems).
The call terminates when any of the termination events are detected.  Additionally, the VP system
interrupts the call at regular intervals, and asks the caller to press 1 if he/she wants to continue the call.  If
the caller does not press 1, the VP system assumes that the call has ended, and disconnects the line.
7.18.2 Using the Monitor Feature with Outgoing Calls
The Monitor feature provides two functions you can use to track usage of the outgoing call feature.
Monitor function 21 logs the mailbox number, the number dialed by mailbox owner, the VP system line
number used, and the time and date the call is placed.  Monitor function 3 logs the time and date the call
ends.
Monitor data can be output to a printer or to a file named VOICMAIL.MON.  You can use monitor output in
conjunction with third-party software to compile reports or billing information.  See section 7.1 and 7.2
for complete details on the Call Log and Monitor features.
7.19 Using Data Entry Question BoxesVP system Question boxes can be set up as data entry devices.  Once you define a Question box as a data
entry box, all answers collected by the box must be in the form of digits (no voice answers).  Digits
entered by the caller are stored in a file that can be printed or used in conjunction with other programs to
compile order-processing, statistics, or other data.  If you use the Question box as a data entry box, the
200-message limit does not apply.
7.19.1 Setting Up a Question Box for Data Entry
To set up a Question box as a data entry box, add the @ character in front of the Question box name on
the QUESTION BOX screen.  For example the name “INTERVIEW QUESTIONS” becomes “@INTERVIEW
QUESTIONS.”  Also, in the OWNER field, enter the number of the Question box itself.  If, for example, the 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-88Question box is number 6500, enter 6500 as the owner of the Question box (except when using more than
10 questions as noted below).
7.19.2 Using More than 10 Questions
Each Question box is limited to 10 questions. If you are using the data entry feature, you can ask more
than 10 questions by chaining several Question boxes together.  When you chain Question boxes together,
the first Question box the caller is routed to is known as the head of the chain. This box number is used in
the filenames containing the data (see the information on filenames below).
Assume, for example, you want to ask 25 questions on each call.  Question box 6500 asks questions 1-10,
Question box 6505 asks questions 11-20, and Question box 6510 asks questions 21-25.  During a call, the
caller is routed to Question box 6500 first, so this will be the head of the chain.  To set up the chain, you
follow these steps:
1. Configure all 3 Question boxes as data entry boxes by adding @ as the first character in the BOX
NAME field for each box.
2. Record an introductory greeting in box 6500 (if you need one).  Do not record a greeting in box 6505
or box 6510.
3. In all 3 boxes, set the OWNER field to 6500 (since 6500 is the head of the chain).
4. In box 6500, instruct the VP system to route the call to box 6505 after asking questions by setting the
GO TO BOX field to 6505.
5. In box 6505, instruct the VP system to route the call to box 6510 after asking questions by setting the
GO TO BOX field to 6510.
Once the VP system finishes asking all the questions in box 6500, it moves on to box 6505, then to box
6510.  When it has asked all the questions in all 3 boxes, it stores the answers in a file.  The filenames and
file formats are described below.
7.19.3 Specifying an Exit Digit
When you are using a data entry Question box, you cannot predict how many answers each caller will
provide.  For example, if the Question box is set up to collect orders from callers, you could allow a
single caller to place an order with 100 items by creating a series of 200 Question box questions (“Please
enter the item number,” “Please enter the quantity,” each asked 100 times).
If you specify an Exit digit(s) in each Question box, you can instruct callers in the Question box greeting
that they can end the question and answer session and continue the call at any point by entering the
digit(s) you specify.  You assign Exit digits are assigned on the QUESTION BOX screen, see section 5.6.
For example, the greeting may be worded as:
“You have reached the ACME Company automated order entry system.  Use the telephone keypad to
enter your account number, and the item number and quantity for each product you want to order.  You
may order up to 100 products.  When you are finished, you may press star or simply hang up.”
You can specify any combination of DTMF digits from 1 to 5 digits in length as the Exit digits.  In most
cases, it is recommended you simply use *.  Using digits 0 - 9 limits their use as entries for account 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-89numbers, quantities, etc., and because the # digit is generally used as an “end of dialing” character to
speed call processing, it is generally not a good digit to use as an Exit digit.
Once the caller dials the exit digit sequence, the call is immediately routed to the destination box shown
next to the AFTER QUESTIONS field.
7.19.4 Providing Confirmation Numbers
You can configure the VP system to automatically issue a confirmation number to each caller who
completes a Question box session.  The VP system issues a 4-digit numbers between 1000 and 9999 to
each caller (when 9999 is issued, the count resets, and the next caller receives confirmation number
1000):
“Your confirmation number is [number].  Press 1 to hear this number again.”
After the confirmation number is voiced, the VP system routes the call to the destination box shown next
to the AFTER QUESTIONS field.  The system also records the confirmation number as part of the record
written to the data file and/or printer.
By default, the VP system does not issue confirmation numbers.  To activate this feature, include the
parameter QBOX USE CONFIRM NUMBERS in the VM.CFG configuration file.
Note that since the confirmation numbers repeat after number 9000 is issued, you may want to be sure
you have the ability to search records for both the confirmation number and a date range.  Only this way
can you recall the record appropriate to a specific caller.  Consider, for example, that a Question box that
processes 1500 calls per week, repeats confirmation numbers approximately every 6 weeks.
7.19.5 Specifying Data Filenames
When a Question box is used for data entry, the data is stored in a file in the \DATA directory.  The name
of the file is DATAxxxx.QBX, where xxxx is the number of the Question box.  (If Question boxes are
chained together, the xxxx is the number of the head of the chain).
You can specify a different storage directory in the VM.CFG file using the parameter QBOX DATA PATH.
To keep the data files on another drive and directory, for example, M:\STATS, you enter the following line
in the VM.CFG file:
QBOX DATA PATH = M:\STATS
7.19.6 Selecting File Formats
Question box data collected from callers is stored in a text file format.  You can select one of two formats
for the output of the file:
· Vertical file format (default)
· Horizontal file format 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-90Vertical File Format
In the default Vertical format, each answer is stored on a separate line with the time and date displaying
above each set of answers.  For example, assume there are 3 questions in Question box 6900. Question 1
asks for the caller’s telephone number, Question 2 asks for the caller’s age, and Question 3 asks for the
caller’s Social Security Number.  After one call, the file DATA6900.QBX is created with the following
entries:
(blank line)
+++ 8-15-93 11:06:43
(1000)
777
5551212
45
555389999
+++
The first line is blank, to provide spacing between each set of answers. The second line contains a marker
(+++) and the date and time at which the call was processed.  The third line shows in parentheses the
confirmation number issued for this call (if this feature is in use).  The fourth line contains the account
number for the call, if it was collected (see section 7.23).  The next three lines (lines 5, 6, and 7) contain
the answers entered by the caller for questions 1, 2, and 3 respectively. The final line is a marker
indicating the end of the set of answers.
After a second call has been processed, the contents of the file are updated:
(blank line)
+++ 8-15-93 11:06:43
(1000)
777
5551212
45
346389999
+++
(blank line)
+++ 8-15-93 11:09:55
(1001)
654
5553444
32
211448888
+++
Horizontal File Format
The Horizontal file format is most useful if you plan to use third-party software such as a spreadsheet
program to sort and re-format the data.  With the Horizontal file format, each field is enclosed in
quotation marks and fields are separated by commas.  The Horizontal file format displays the information
in the previous example as follows:
“8-15-93”,”11:06:43”,”1000”,”7772”,”5551212”,”45”,”346389999”
“8-15-93”,”11:09:55”,”1001”,”654”,”5553434”,”32”,”211448888” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-91To set up the VP system to use the Horizontal file format, enter 2 in the first empty DEBUG field on the
OTHER CUSTOMIZATIONS screen (VP systems) / CUSTOM FLAGS screen (NTVP systems) (see section
4.11).
7.19.7 Printing Question Box Data
If a printer is connected to the LPT1 port on the VP system PC, you can set up the VP system to print
each set of Question box answers at the end of each call.  The data is also still written to the file as
described above.
By default, the VP system does not automatically print Question box answers. To activate this feature for
use with continuous feed printers, add the following line to the VM.CFG configuration file:
QBOX DATA PRINT
To activate this feature for use with single sheet feed printers (such as a laser printer), add the following
line to the VM.CFG file:
QBOX DATA PRINT EJECT
When this feature is used with single sheet feed printers, you can use pre-printed forms for the reports.
7.19.8 Archiving Collected Data
By default, the VP system adds data to the Question box data files until you delete them.  Alternatively,
you can indicate you want the data files to archive at the end of each day.  To specify daily archive, add
the following line to the VM.CFG file:
QBOX ARCHIVE
At midnight every night, the VP system moves that day’s data files into the archive directory
DATA\ARCHIVE.  Each data file filename is changed to indicate the date of the data.  The archive filename
format is:
xxxxmmdd.QBX
where:
xxxx is the Question box number
mm is the month
dd is the day
For example, data archived for Question box 6900 on August 26 is stored in the file
DATA\ARCHIVE\000826.QBX.
7.19.9 Confirming Data Entry Digits
If you set up the Question box to play back digit answers for confirmation, the caller is asked to press 1 to
indicate digits were entered correctly.  If the caller presses 1, the digits are stored.  If the caller presses 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-92some other digit, the VP system assumes the digits are incorrect, and prompts the caller to re-enter them.
If the caller does not enter a digit, the VP system assumes the digits are correct, and they are stored.
If, however, you want to configure the VP system so if a callers does not enter a digit at the confirmation
prompt, the system assumes the digits entered are incorrect, add the following line to the VM.CFG file:
QBOX POS CONFIRM
In this case, if the caller does not respond to a request to press 1, the VP system will not store the digits,
and instead, move on to the next question.
7.19.10 Summarizing Available OptionsVM.CFG OptionDescriptionDefaultQBOX DATA PATHSpecifies the path where collected
data is to be stored.DATAQBOX DATA PRINTTells the VP system to print a copy
of the collected data at the end of
each call to a continuous form
printer (must be connected to
LPT1).Printing is off.QBOX DATA PRINT EJECTTells the VP system to print a copy
of the collected data at the end of
each call to a single-sheet  printer
(must be connected to LPT1).Printing is off.QBOX POS CONFIRMIf the VP system asks the caller to
confirm an answer, then does not
detect a response, it discards the
digits.If no response, store the digits
anyway.QBOX ARCHIVETells the VP system to take each
day’s collected data and move it to
an archive directory.Do not archive the data, just keep
adding to the same file every day.QBOX USE CONFIRM NUMBERSTells the VP system to issue
confirmation numbers.No confirmation numbers issued.7.20 Setting Up TDD Device SupportThe VP system can communicate with Telecommunications Devices for the Deaf (TDD).  To set up this
feature, simply think of the tones generated by the TDD as a different language, and use the VP system’s
multilingual capabilities (see section 7.12).
7.20.1 Setting Up TDD Support on DOS-based VP Systems
On DOS-based VP systems, to set up the TDD system prompts, run the DOS-based VP system prompt
recording utility (see section 15), and choose Language 2.  When you select to record the first prompt, the 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-93VP system asks you to call in on line 1.  Make the call from a TDD in the normal manner.  Once the call
has been accepted by the VP system, you can start recording the prompts:
To record TDD prompts on DOS-based VP systems:
1. When you hear the tone to record, type the contents of the prompt from the TDD.
2. Press  on the computer keyboard when you have finished typing.
3. Repeat this procedure for each prompt you want to record.
You can record Routing box greetings, mailbox greetings, and other system prompts using this technique.
To make necessary TDD adjustments to the VM.CFG configuration file:
1. Indicate to the VP system that you are using more than one language, by including the following line
in the VM.CFG file (see section 12):
LANGUAGES=2
2. For each telephone line connected to the VP system, add a line in the VM.CFG file telling the VP
system not to ask the caller to choose a language:
FIXED LANGUAGE = , 1
3. Add a line to tell the VP system that it is providing TDD support:
TDD AUTO
This entry forces the VP system to play a TDD prompt after the initial greeting saying, “Press 8 for
TDD service.” (This prompt is not voice—it is TDD tones).  The VP system also assigns 8 as the
TDD digit.  When the VP system is in a Routing box, it responds to this digit by changing languages
to the next language (the TDD language).  The process flow is as follows:
While the VP system is playing a Routing box greeting, it is monitoring the line for digits from the
caller.  If the caller presses 8, the VP system looks at the field DESTINATION FOR DIGIT 8 in the
Routing box.  If this field contains a box number, the VP system routes to that box (routing takes
precedence over TDD operation).  However, if the DESTINATION FOR DIGIT 8 field does not contain a
box number, the VP system processes the 8 digit as a TDD digit.  It stops playing the greeting in the
current language and begins playing it in the next language.  If the caller was listening to Language 1,
the VP system begins playing Language 2.  Note that if the caller repeatedly presses 8, the VP system
remains in the same box, cycling through each language set up on the system has recorded.
See section12 options for more information on these VM.CFG file options.
7.20.2 Setting Up TDD Support on NT-based VP Systems
On NT-based VP systems, you must use an additional hardware component to set up TDD prompts.  This
piece of hardware allows you to connect the TDD device to the microphone port on the VP system PC,
thus allowing you to use the NTPROMPT recording utility to record TDD system prompts as you do
other system prompts.  For information on obtaining the required hardware and using it with the TDD
device to record TDD system prompts, contact technical support. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-94Once you enter TDD prompts on the VP system, you must also make adjustments to the VM.CFG
configuration file.  Do so as described in the preceding procedure.
7.21 Using the VP System as a Fax SwitchIf you have a fax machine connected to an extension of the telephone system, the VP system can
automatically transfer incoming fax transmissions to that extension.  The VP system recognizes fax tone
during the initial greeting and performs the immediate blind transfer to the fax extension.
The incoming caller must be informed that he/she should start the fax transmission as soon as the VP
system answers:
“Thank you for calling the ACME Company.  If you are sending a fax, please press Start now.
Otherwise, you may enter the party’s extension, or press star for a directory.”
Use the following instructions to make necessary system modifications for fax tone transfers.
7.21.1 Configuring Systems Using Rhetorex Boards
If the VP system is a DOS-based system using Rhetorex voice boards, note the following considerations
and complete the steps to add the fax tone to the ACCUCALL tone file.
The VP system must detect at least 3 cycles of incoming fax tone before initiating the transfer.  At the
most, this takes about 13 seconds.  You should make sure that the initial Routing box greeting is at least
that long to allow the VP system to detect an adequate sampling of the fax tone.  If you use a greeting
similar to that shown above to prompt callers to press the Start button on their fax machines, be sure to
include additional verbiage in the greeting that extends its length at least 13 seconds after the “press
Start” instruction.  Note that the VP system must detect all 3 cycles of fax tone during one single
greeting, therefore you cannot reach the 13 second rule by chaining two Routing box (and hence, Routing
box greetings) together.
To add the fax tone to the ACCUCALL tone file:
1. Exit the VP system program.  At the \VM prompt, type ACCUCALL then press .
2. From the MAIN MENU screen, press  (for Files) then enter the name of the file where the current
tone tables are recorded.  If you do not know the name of the file, temporarily exit ACCUCALL and
start the CONFIGUR program.  From CONFIGUR, you can view the filename.  Exit CONFIGUR,
restart ACCUCALL, and indicate the filename.
3. Press  again to load the file into the program.  When the file has loaded, you see the existing
tones displayed on the MAIN MENU screen.
4. Press  to go to the EDIT TONES screen.  Enter the following data:
NAMEFax Tone
TYPERing1
TERMINATINGYes
CADENCENo
FREQUENCY11080 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/007-95FREQUENCY2None
PCPMCODE16
ON TIME528 ms
ON MAX VAR592 ms12%
ON MIN VAR464 ms12%
OFF TIME2992 ms
OFF MAX VAR3376 ms13%
OFF MIN VAR2608 ms13%
5. Once you add these values, press  then  to add the tone.
6. After the tone has been added, press  to return to the MAIN MENU screen, then press  to
access the FILTERS screen.
7. On the Filters screen, add the frequency 1080 to the Filters table, and change the INBAND RATIO
parameter to -3db.  When these changes have been made, press  to return to the MAIN MENU
screen.
8. Save the information to the tone file by pressing  to see the original filename, then pressing
 to save the current data to that filename.
9. Exit the ACCUCALL program by pressing .
7.21.2 Modifying the Configuration File
To configure the VP system so it can function as a fax switch, you must make the following adjustment to
the VM.CFG configuration file (whether the system is using Dialogic or Rhetorex voice boards):
TONE = 16,x  (where x is the mailbox number being used to transfer calls to the fax machine)
See section 12 for VM.CFG information.  Setup considerations for this mailbox are detailed in the next
section.
Note:After saving the modifications to the VM.CFG file, you must re-boot the computer for thechanges to take effect.7.21.3 Creating a Fax Switch Mailbox
You must create a new mailbox (using the number just entered into the VM.CFG file) that transfers
incoming fax calls to the fax machine.  When you set up the fax switch mailbox, make the following two
entries on the MAILBOX screen:
· In the FIRST NAME field, enter the & symbol as the first character (for example, “&Fax”).  This
prevents the system prompt, “Please hold while I transfer the call...” from playing.
· In the TRANSFER TYPE field, select BLIND.