Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0024-18PromptFilenameContents of Phrase67MAINMENX.OP3“Main menu.
To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3.
To listen to questionnaire answers, press 4.
To input a fax document, press 7.
Or to exit, press #.”67MAINMENX.OP4“Main menu.
To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3.
To listen to questionnaire answers, press 4.
To change languages, press 5.
To input a fax document, press 7.
Or to exit, press #.”67MAINMENX.OP5“Main menu.
To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3.
To listen to questionnaire answers, press 4.
For supervisor functions, press 6.
To input a fax document, press 7.
Or to exit, press #.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0025-125. Using the FaxMail Module
Note:Refer to instructions in section 23 for information on installing the FaxMail module on VPsystems.The VP system optional FaxMail module is designed to function much like a traditional fax machine used
to receive incoming faxes with 3 exceptions:
· Every person in the company can have their own “personal” fax machine.  Incoming faxes are
stored as documents on the VP system disk accessible only by a mailbox owner through his/her
mailbox.
· Mailbox owners are notified immediately that they have received a fax via the mailbox
notification features (message waiting lamps, pagers, message delivery, etc.).
· Mailbox owners may retrieve their fax documents from any fax machine anywhere in the world,
and also forward copies of the fax to any other fax machine.
25.1 Configuring the System for FaxMailWhen you set up the Fax Distribution module to equip the VP system for sending fax documents, you
configure the feature for SAME CALL faxing or CALLBACK faxing.  One of the considerations is whether or
not the caller is on a line that is equipped with a companion fax board.
When equipping the VP system to receive fax documents, incoming FaxMail calls must always be able to
access a fax board.  There are three methods to accomplish this:OptionsDescriptionSet up the system to share
fax portsSee section 23 for information on sharing fax ports.  This is the
recommended technique.Install a fax board for each
VP system portOn DOS-based VP systems, this is practical only for a system with
up to four ports, since that is the maximum number of fax boards
that can be installed.Dedicate one or more ports
for the FaxMail serviceThis requires you to publish a telephone number that callers dial
to send a fax to a mailbox owner’s mailbox.  Incoming C.O. calls
to this number terminate directly to dedicated VP system ports
(ports not used for normal voice mail or automated attendant
service). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0025-225.2 Sending a FaxMail DocumentAs with any type of fax service, you must inform callers how to send faxes to mailboxes on the VP
system. You can provide VP system callers any of the following sets of dialing instructions:
· Dial the telephone number, and send the fax immediately.
· Dial the telephone number, specify the mailbox, then send the fax.
· Dial the telephone number, specify the mailbox, leave a voice message, then send the fax.
Each of these is described below.
Dial the Telephone Number, and Send the Fax
When the VP system answers a call, it can detect the fax tone from a sending fax machine and store the
fax as a message in the FAX GENERAL DELIVERY mailbox.  By default, this is mailbox 888.  You can
change this default in the configuration file VM.CFG using the FAX GENERAL DELIVERY option.  For
example, if you want these faxes to be stored in mailbox 4123, include the following line in the VM.CFG
file:
FAX GENERAL DELIVERY = 4123
Dial the Telephone Number, Specify the Mailbox, then Send the Fax
Using this option, the caller would:
1. Dial the published number for the VP system and wait for it to answer.
2. Enter the mailbox number of the person to whom the fax should be sent.
3. Immediately press *8 to tell the VP system not to try to transfer to the extension associated with the
mailbox number and to indicate a fax is to be sent.
Note:Consult section 7.3 for information on the transfer bypass feature.  On some systems, thetransfer bypass digit * may need to be dialed prior to the mailbox number.4. Press START on the fax machine when prompted.
The VP system stores the fax document as a message in the mailbox.
Dial the Telephone Number, Specify the Mailbox, Leave a Voice Message, then Send the
Fax
Hint:If these dialing instructions are provided to callers, replace system prompt 155 with an“empty” file (see section 15 for this procedure).  If you use the alternate “speed dialing”method described later in this section, this action is not necessary.Using this option, the caller would:
1. Dial the published number for the VP system and wait for it to answer. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0025-32. Enter the mailbox number of the person to whom the fax should be sent.
3. Immediately press * to tell the VP system not to try to transfer to the extension associated with the
mailbox number, but to immediately take a message (see transfer bypass information in section 7.3).
The VP system plays the mailbox owner’s personal greeting.
Note:Consult section 7.3 for information on the transfer bypass feature.  On some systems, thetransfer bypass digit * may need to be dialed prior to the mailbox number.4. Press 7 to indicate he/she wants to record a voice message and send a FaxMail message.
5. Record a voice message when prompted.  This is typically a short description of the FaxMail
document being attached to the message.
6. Press # when he/she has finished speaking.
7. Press START on the fax machine when prompted.
The VP system stores the fax message and voices message in the specified mailbox.
25.3 Retrieving Documents from a MailboxMailbox owners are notified of FaxMail messages the same way they are notified of voice mail (via
message waiting lamps, paging, and message delivery).  When mailbox owners call in to retrieve their
messages, they are informed of any new FaxMail messages are also in their mailbox. After logging in to a
mailbox, the mailbox owner hears a prompt such as, “You have 4 news messages.  There are fax
documents with 2 of your new messages.”
The mailbox Main menu then plays, “To listen to your messages, press 1.  To send a message, press 2...”
etc.
If you press 1 to listen to messages, the VP system voices any message recorded with the FaxMail then
plays the following message retrieval options:
“If you would like to select this document to be retrieved during this call, press 7.  To replay the message,
press 1.  To save and hear the next message, press 2.  To save this message as new, press 3...” etc.
Select from the options:
· Press 7 to “tag” the document for retrieval at this time.
· Press 2 to move on to the next new message.  The FaxMail document is retained as a saved
message and remains in the mailbox for retrieval at a later time (if the mailbox class of service is
set to automatically delete old messages after a certain number of days, FaxMail documents are
also be deleted after that time).
· Select any other valid option from this menu (forward a copy of the FaxMail message to another
mailbox, for example). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0025-4If you press 7 to mark this FaxMail document for retrieval, you must indicate whether the document is to
be retrieved during the same call or after the VP system calls back a number you indicate.  Each of these
options is described below.
Same Call Retrieval
To retrieve a FaxMail message during the same call, you must be calling from a fax machine or must be
on a line that is connected to a fax board (or fax-port sharing must be enabled).  Also, the system must
allow same-call fax retrieval (see the FAX SETUP screen).  If same-call fax retrieval is allowed in the
system, you hear the following prompt:
“If you are calling from a fax machine, press 1.”
If you are calling from a fax machine and press 1, the VP system announces how many additional
FaxMail documents you are allowed to request on this call (also set on the FAX SETUP screen).  The
system then plays the menu heard between each new message:
“To replay the message, press 1.
To save and hear the next message press 2.
To save the message as new, press 3. ...” etc.
To receive the fax document at this time, press * from this menu.  You are prompted, “Press the
start/send button on the fax machine.”
Note:If the line you are connected to does not have a fax board attached, the VP system says,“One moment please,” and transfers you to a voice mail port that does have a fax boardattached.  The call then continues as normal.  If there are no free fax-enabled ports, youare offered the option to hold until one becomes available.To continue hearing other messages, press 2 from this menu.  The next message plays.  When all of the
new messages have played, you return to the Main menu:
“To listen to messages, press 1.
To send a message, press 2.
To change your options, press 3. ...” etc.
Press 1 to hear the message menu:
“To listen to new messages, press 1.
To listen to saved messages, press 2.
To begin receiving the fax documents you have selected, press *.
Or to return to the Main menu, press #.”
To retrieve the fax document at this time, press *.  You are prompted, “Press the start/send button on the
fax machine.”
Callback Retrieval
If you are not calling from a fax machine and you are not on a line that is connected to a fax board (and
fax-port sharing is not enabled), you must arrange for the VP system to call a fax machine to deliver a
FaxMail message after you exit the open mailbox.  When the VP system asks, “If you are calling from a 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0025-5fax machine, press 1 if not press 2,” press 2.  The VP system prompts you to specify the phone number of
a fax machine:
“Please enter the phone number of your own fax machine now.”
This telephone number can be located anywhere that is not restricted by the long-distance dialing plan.
Once you enter a number, the VP system confirms the number, then plays:
“That fax will be sent when you hang up.”
Next, the system voices the menu normally heard between each new message:
“To replay the message, press 1.
To save and hear the next message press 2.
To save the message as new, press 3. ...” etc.
You may continue to play back any additional new messages.  If you select any additional FaxMail
documents for retrieval, the VP system does not repeat its request for sending information.
Once all messages are played, the mailbox owner then hears, “You have no more new messages.”
Next, the mailbox Main menu plays:
“Main menu.
To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3. ...” etc.
Simply exit the mailbox at the Main menu.  Once you disconnect, the VP system queues the fax to be sent
to the callback number you entered.
25.4 Sending a FaxMail from an Open MailboxIn addition to sending a FaxMail document as an outside caller (as described in section 25.2), a mailbox
owner can also send FaxMail documents to other mailbox owners on the system from his/her open
mailbox.  Of course, the mailbox owner must be placing the call from a fax machine and be calling on a
VP system port that is connected to a fax board connected (or fax-port sharing must be enabled).
To send a fax from within a mailbox, from the mailbox Main menu, press 2 to send a message. Record a
brief message introducing the fax you are sending, then press # to end the recording.
The Sending Options menu plays:
“To send this message, press 1.
To replay the message, press 2.
To re-record the message from the beginning, press 3...”
Option 7 allows you to add a FaxMail document.  If you press 7, you hear the system prompt:
“Please press the start/send button on your fax machine now.”
To include the fax with the message you recorded, press the fax machine’s START button and hang up. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0025-625.5 Using New and Modified Prompts25.5.1 Using New Prompts
The following new prompts are copied to the prompts directory when the FaxMail module is installed.
By default, the prompt directory is \VM\P.PromptFilenameContents of Phrase1112FAXNOTE.VOI“Please record a short description of your document.”1113FAXFAIL.VOI“Im sorry, we are unable to receive your document at this time”1114HASFAX.VOI“There are fax documents with”1115OFNEWMSG.VOI“of your new messages.”1116MSGISFAX.VOI“This message contains a fax document.”1117KEYTOTAG.VOI“If you would like to select this document to be retrieved during
this call, press 7.”1118NOFAXAVL.VOI“I’m sorry, all fax channels are busy right now.  If you would like to
wait until a channel becomes free, press 1.”1119FAXIVR.VOI“If you would like us to send you a fax copy of this information,
press 1.”
(used for sending a fax copy of information obtained via the IVR
feature).25.5.2 Modifying Existing Prompts
The following prompts that are part of the standard VP system package must be modified to include the
options for the FaxMail module. The phrase that needs to be added is shown below.  A few of the most
commonly used versions of these prompts have been pre-recorded and are described below. You can use
these pre-recorded modified prompts by copying them onto the system, or you can re-record the prompts
that must be modified using procedures detailed in section 15.PromptFilenameModification Required3MBOXMENU.VOIAdd FaxMail option (number 7):  “...If you are calling from a fax
machine and would like to send this party a fax, press 7...”68LSTNMENU.VOIAdd FaxMail option (digit *):  “...To begin receiving the fax
documents you have selected, press *...”71LNEWSUBM.VOIAdd FaxMail option (digit *):  “...To begin receiving the fax
documents you have selected, press *...”165MSGOPCNF.VOIAdd FaxMail option (digit 7):  “...To add a Fax mail document to
this message, press 7...”260MBOXMEN2.VOIAdd FaxMail option (digit 7):  “...If you are calling from a fax
machine and you would like to send this party a fax, press 7...” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0025-725.5.3 Copying Pre-Recorded Modified Prompts
The following prompts were pre-recorded and can be used to replace the existing prompts supplied with
the standard VP system software package.  By default, these prompts were copied to the \VM\P directory
when the Fax Distribution module was installed.  Pre-recorded modified prompts have the same filenames
as their corresponding standard prompts, but they use a different file extension.
To copy a modified prompt to the active system, follow these steps:
1. Shutdown the VP system if it is currently running.
2. Locate the prompt you want to use in the following table and make a note of the filename.
3. Copy the file over the prompt with the .VOI file extension.  (You may want to first rename the .VOI
prompt an extension .OLD, so if you ever want to revert back to it, the prompt is still available.)  For
example, to replace the existing prompt 3 with MBOXMENU.OP2, access a command prompt and type
the following command:
COPY \VM\P\MBOXMENU.OP2 \VM\P\MBOXMENU.VOI then press 
4. When you finish modifying prompts, re-start the VP system.PromptFilenameContents of Phrase3MBOXMENU.OP2“If you would like to leave a message, press 1.
If you would like to try another extension, press 3.
If you are calling from a fax machine and would like to send this party a
fax, press 7.
Or, to speak to an operator, press 0.”3MBOXMENU.OP3“If you would like to leave a message, press 1.
If you would like to try another extension, press 3.
To have your call announced over our P.A. system, press 5.
If you are calling from a fax machine and would like to send this party a
fax, press 7.
Or, to speak to an operator, press 0.”260MBOXMEN2.OP2“If you would like to leave a message, press 1.
If you would like to have your party paged, press 2.
If your would like to try another extension, press 3.
If you are calling from a fax machine and you would like to send this
party a fax, press 7.
Or, to speak to an operator, press 0.”260MBOXMEN2.OP3“If you would like to leave a message, press 1.
If you would like to have your party paged, press 2.
If you would like to try another extension, press 3.
To have your call announced over our P.A. system, press 5.
If you are calling from a fax machine and would like to send this party a
fax, press 7.
Or, to speak to an operator, press 0.”68LSTNMENU.OP1“Message menu.
To listen to new messages, press 1
To listen to saved messages, press 2.
To begin receiving the fax documents you have selected, press *.
Or to return to the main menu, press #.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0025-8PromptFilenameContents of Phrase71LNEWSUBM.OP1“To replay the message, press 1.
To save and hear the next message, press 2.
To save the message as new, press 3.
To delete the message, press 4.
To hear the time and date of the message, press 5.
To forward a copy of this message to someone else, press 6,1.
To reply to this message, press 6, 2.
To transfer to this party, press 6, 3.
To begin receiving the fax documents you have selected, press *.
Or, to return to the main menu, press #.”165MSGOPCNF.OP2“To send this message, press 1.
To replay the message, press 2.
To re-record the message from the beginning, press 3.
To cancel the message, press 4.
If you would like to be notified when your party has received this
message, press 5.
To send this message to several mailboxes, press 6.
To add a Fax mail document to this message, press 7.
To schedule this message to be sent at a future time and date, press *.”165MSGOPCNF.OP3“To send this message, press 1.
To replay the message, press 2.
To re-record the message from the beginning, press 3.
To cancel the message, press 4.
If you would like to be notified when your party has received this
message, press 5.
To send this message to several mailboxes, press 6.
To add a Fax mail document to this message, press 7.
To resume recording from the point where you stopped, press 8.
To play back the last few seconds of your message, press 9.
To schedule this message to be sent at a future time and date, press *.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-126. Using the IVR Module
Note:Refer to instructions in section 23 for information on installing the IVR module on VPsystems.26.1 What is IVR?Interactive Voice Response (IVR) is a feature that allows a caller to enter a number that the VP system
uses to search a database.  Typical applications are banking-by-phone, where a caller enters an account
number to hear his/her balance, and inventory-stocking, where a caller enters a part number to hear
whether or how many of a certain part are in stock.
26.2 Setting Up an IVR Box26.2.1 What Does an IVR Box Do?
An IVR box collects caller input then conducts the database search.  To allow a caller to use an IVR
application, you simply route the call to an IVR box.
When a call routes to an IVR box, the VP system prompts the caller to input answers to one or several
questions, then uses the input to conduct the database search.  If the IVR box finds a database record that
matches the inputs given by the caller, it reads the appropriate information from the database.  (If several
matching records exist, you can specify how many of them the VP system is to read to the caller).
The database must be a text file with one record per line.  Fields within a record can be separated using
any delimiter.  If you have an existing database (for example, one stored in dBase or Oracle), you can
often use the existing database management tools to export the data as a text file.
When a call is routed to an IVR box, it follows the actions shown in Figure 26-1.