Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-12The file is named EXAMPLE.IVR.  An example of the data file is shown in Figure 26-2.
123456, 3232, 10-08-1998, $459.20
445555, 6432, 10-08-1998, $7543.65
457856, 2568, 10-08-1998, $62352.00
547565, 2746, 10-08-1998, $4555.25907654, 4467, 10-08-1998, $2227.73453884, 9087, 10-08-1998, $78653.09Savings account
numberPIN
numberBalance Date
(Field 1)(Field 2)(Field 4)(Field 3)Figure 26-2   Format of Sample Data File
In the data file, note that:
· Spaces are ignored
· The dollar sign is optional in money fields
· Dates can be entered as shown above, or without the dashes
Step 4:  Create an IVR Box
IVR Box 5555 is created for this application example.  The name of the source file containing the
database data is specified as EXAMPLE.IVR.
In the FIELD TYPES fields (VP systems) / FIELD 1 IS x field (NTVP systems), field 1, a savings account
number (see Figure 26-2), is typed DIGITS. Field 2, the PIN number, is also typed as DIGITS.  Field 3, the
date of the last update, is typed as DATE.  Field 4, the balance, is typed as MONEY.
Step 5:  Set Up the Inputs
In this example application, two inputs are to be collected from callers: the caller’s savings account
number and the PIN number. Input 1 will be used for the savings account number, and Input 2 for the PIN
number.
The prompt for input 1 is recorded as:
“Please enter your savings account number.”
The prompt for input 2 is recorded as:
 “Please enter your PIN number.”
Later, when a caller responds to these prompts by entering his/her savings account number and PIN
number, the VP system stores the numbers as Input 1 and Input 2, respectively.  It then searches through
the data file, looking for a record that matches these inputs. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-13Refer back to the data file in Figure 26-2.  The VP system must be set up to determine it finds a database
match if the first field in the data file matches the savings account number entered by the caller, and the
second field in the data file matches the PIN number entered by the caller.
Think of this as A record matches if Field 1 of the data file is equal to Input 1 (the caller’s savings
account number), and Field 2 of the data file is equal to Input 2 (the caller’s PIN number).
To set up this rule in the IVR box, in the first A RECORD MATCHES IF  field, the option FIELD 1 is selected.
The next field is set to EQUAL TO.  The final field is set to INPUT 1.  This line now reflects the rule A
record matches if Field 1 is equal to Input 1.  The next line on this screen is set to FIELD 2 followed by
EQUAL TO followed by INPUT 2.  This completes the rule setup.
Step 6:  Set Up the Outputs
When a match is found, the VP system generates two outputs, the caller’s balance and the date on which
the information was last updated. This information must be properly voiced in the following format.
“Your savings account balance is [balance].  This information was updated on [date].”
To construct the above sentences, the following phrases must be recorded:
“Your savings account balance is” and “This information was updated on”
The first phrase is recorded in the IVR Box as output phrase 1 and the second as output phrase 2.
The IVR box is set up to play these phrases and the database values they relate to using the fields IF
MATCH FOUND…
Your account balance is [balance].  This information was updated on [date].Output phrase #1Field 4Output phrase #2Field 3
The first pair of fields (top and bottom) are set to PHRASE 1 (“Your savings account balance is”) and
FIELD 4.  The VP system now knows to say, “Your savings account balance is” and then read the
contents of Field 4 from the data file (see Figure 26-2).
The second pair of fields (top and bottom) are set to PHRASE 2 and FIELD 3, respectively.  The VP system
now knows to say, “Your savings account balance is,” followed by the balance from Field 4 of the data
file, followed by “This information was updated on,” followed by the contents of field 3 of the data file
(see Figure 26-2).
Once the VP system is set up to convey information to the caller, the remaining fields on the IVR BOX
screen must be completed to inform the VP system:
· What it is to do next after saying the information to the caller
· What it is to do if no match is found in the database file 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0026-1426.5 Speeding Searches Using Indexed FilesIt takes the VP system about 2 seconds to search through 1000 records in an IVR data file on a 386-33DX
PC running SMARTDRIVE. If you have an IVR data file containing several thousand records, you may find
that the VP System takes several seconds to perform database searches. To set up the system to process
the data files more efficiently (processing 100,000 records in 3 seconds), follow these steps:
1. Using the database software (or some other third-party application), sort the data file into ascending
order, based on the key field (the field that is most likely to be used during database searches).
2. Rename the file so that it has the extension .IDV. This extension informs the VP system that the file is
sorted.
3. Run the VRBINDEX program. VRBINDEX generates an index file. The index file has the same name as
the data file, but it has the extension .IXV.
4. Copy both the data file and the index file to the directory where you normally store the data files.
5. Run the VP system. In the IVR box, enter the name of the data file (with the .IDV extension).
26.5.1 Running VRBINDEX
If you run VRBINDEX with no parameters, you are prompted for any information required.  You can run
VRBINDEX with no parameters by opening a command prompt window, typing VRBINDEX then pressing
 from the \VM directory prompt.
If you want to run VRBINDEX in a batch file, you can supply information on the command-line as follows:
VRBINDEX -F(filename) -D(delimiter) -K(key-field)
For example, if you have a data file PRICES.IDV, which is comma-delimited, and the sorted field is field 4
(note that the fields are numbered 0, 1, 2, 3…), type the following line at the DOS prompt to generate an
index:
VRBINDEX -FPRICES.IDV -D, -K4
An index file PRICES.IXV is generated.
26.5.2 Notes on Delimiters
DOS does not allow the double-quote character as part of the information passed on the command-line.  If
the data file uses quotes as part of the field delimiter, use the letter q on the command-line to represent the
quotes. For example, if the data file is PRICES.IDV and the records are in quotes-comma-quotes format,
enter the following line:
VRBINDEX -FPRICES.IDV -Dq,q -K4
If the data file uses spaces as the field delimiter, use a single underscore character on the command-line to
represent any number of spaces. For example, if the data file is PRICES.IDV and the fields are separated by
spaces, enter the following line:
VRBINDEX -FPRICES.IDV -D_ -K4 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-127. Using the Talking Classifieds Module
Note:Refer to instructions in section 23 for information on installing the Talking Classifiedsmodule on VP systems.The Talking Classifieds module allows you to set up voice databases.  Callers can then choose one of
these databases and selectively search it based on the answers they input to question prompts.
The Talking Classifieds module adds the following features to the VP system:
· Listing boxes:  Offer the ability to build a voice database of listings that can be searched by
callers.
· Talking Classifieds reports:  Provide details regarding which Listing boxes were accessed by
callers and who listened to them.
· Password-protected remote access to Listing boxes:  Allows an agent (the person who owns
the Listing box) to call in to the VP system and change the recording or alter details about the
listing (the categories).
· Automatic allocation of mailboxes:  Allows customers to place their own classified listings
without the aid of an administrator.
27.1 Setting Up a Talking Classifieds ApplicationTo set up a Talking Classifieds application, you use two types of boxes on the VP system:
· Gateway box (this can be thought of as a heading in the Classifieds section of a newspaper)
· Listing box (this can be thought of as a single advertisement under a heading in the Classifieds
section of a newspaper)
You provide callers access to the Talking Classifieds module by routing calls to the Gateway Box.  This
box prompts the caller to answer questions that indicate the types of listings the caller is interested in. The
caller answers the questions using the keys on his/her touch-tone telephone.
When the caller answers all the questions in the Gateway Box, the VP system searches through all the
Listing boxes, looking for those that match the criteria specified by the caller when he/she answered the
Gateway box questions.  Each time a matching listing is found, the VP system plays the description
recorded in the Listing box for that.
Example Talking Classifieds Application
Janet Smith is a Real Estate agent with several listings in her portfolio.  A high percentage of her
incoming calls are from prospective clients who want to know what is currently available in a given price
range, area, etc. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-2Janet needs to screen these calls so she only has to speak to clients who are interested in one of her
listings.  The VP system Talking Classifieds module can perform this function.
First, Janet creates a database of her listings.  The database is simply a group of Listing boxes, all
associated with one Gateway box (see Figure 27-1).Gateway
box
Listing
box Listing
boxListing
boxListing
boxFigure 27-1   Layout of a Listing Box Database
To set up the Listing box database, Janet first creates a Gateway box (box 2000 in this example).  Inside
this Gateway box, she records up to four questions that are used to help callers specify the type of home
they are interested in.
She then creates several Listing boxes and associates each of these with Gateway box 2000.  Inside each
Listing box, she records a description of a particular listing and includes relevant information on the
property: price range, area, number of bedrooms, and property type (condominium, single-family, duplex,
etc.).
When a prospective client calls, the VP system answers and plays options Janet set up in a Routing box:
“Welcome to Janet Smith Realty.  For your convenience, we are now offering automatic access to our
home database.  If you want to take advantage of this, press 1 now, otherwise, please stay on the line, and
someone will be with you right away.”
When the caller presses 1 to use the Talking Classifieds feature, the Routing box routes the call to
Gateway box 2000.  The greeting Janet recorded in box 2000 then voices:
“Thank-you.
To hear a sample of our current listings, press 1
or, to select a specific price-range, area, etc.,
press 2.”
If the caller presses 1 at this point, the VP system accesses each Listing box associated with Gateway box
2000, playing the description recorded in each one in turn. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-3Assume, however, the caller is only interested in 3-bedroom, single-family homes that are east of town
and that cost less than $100,000.  He/she presses 2 to make the selections.  The VP system voices the first
of four search-criteria questions Janet recorded in the Gateway box:
“For properties below $60,000, press 1.
For properties between $60,000 and $90,000, press 2.
For properties between $90,000 and $100,000, press 3.
For properties between $100,000 and $120,000, press 4.
For properties above $120,000, press 5.
To include all properties, regardless of cost, press #.”
The caller presses 3 for properties between $90,000 and $100,000 (note that the caller can press 0 in
response to any question if he/she wants to hear the question again).  The VP system continues with the
second of the four search-criteria questions in the Gateway box:
“For properties inside the city limits, press 1.
For properties in the Byrum Woods area, press 2.
For properties north of town, press 3.
For properties east of town, press 4.
For all other properties, press 5.
To include properties from all areas, press #.”
The caller presses 4 for properties east of town.  The VP system continues with question three:
“Using the keys on your telephone, please enter the number of bedrooms you require.”
The caller enters 3, for 3 bedrooms.  The VP system continues with the final question:
“For apartments, press 1.
For duplexes, press 2.
For single-family homes, press 3.”
The caller presses 3.  The interview is now complete.
The VP system looks at each of Janet’s listings in turn and makes a note of those that match the
specifications given by the caller.  It then indicates how many matches it found:
“There are five listings that match your current choices.  Press 1 to hear the listings, or press 2 to make
new selections.”
If the caller presses 1 (to hear the listings), the VP system plays the first matching listing, for example:
“This beautiful single-family home in the Falls Lake area has forty feet of water frontage and its own
private dock.  A real bargain at only $97,500.  The owner is willing to negotiate.”
Once the description is finished, the VP system offers the caller the following choices:
“To move on to the next listing, press 1.
To choose a new price-range, area, etc., press 2.
If you wish to speak to the listing agent, press 3.
If you would like us to contact you, press 4.
To hear this description again, press 5.
To exit, press star.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-4The caller chooses 1 for the next listing.  The VP system plays the next matching listing:
“Overlooking the park, this modern single-family home...”
Again, the VP system offers the above choices at the end of recording.  This time, the caller is interested
in the house, and so he/she chooses 3, to speak to the agent.
The VP system looks at the Listing box database again to find the mailbox number of the agent who is
responsible for the listing.  It then calls the agent’s office.  If the call is answered, the VP system
announces:
“This is Janet Smith’s listing service calling.  I have a prospect for you.”
The VP system then transfers the call.
If the agent’s line is busy, or does not answer, the VP system goes back to the caller and offers to take a
message.  If the caller leaves a message, the VP system can use the normal message notification features
to call the agent’s office or page the agent until the message is delivered.
27.2 Setting Up a Gateway Box27.2.1 What Does a Gateway Box Do?
Hint:Think of the Gateway box as a heading in the Classifieds section of a newspaper.  Thinkof a Listing box as the individual advertisements under this heading.To provide a caller access to the Talking Classifieds feature, you set up the VP system to route the call to
the Gateway box.  When the Gateway box takes the call it:
1. Plays the instructions to the caller.
2. Asks for the caller’s name (if you enter the statement TCNAME in the VM.CFG configuration file, see
section 12).
3. Offers to play all the listings in the associated Listing boxes or allows the caller to answer up to 4
search-criteria questions to narrow search.
4. Asks each of the 4 questions in turn, allowing the caller to enter specific information about his/her
requirements.
5. (After all the questions have been asked and answered) Searches through all the Listing boxes,
looking for those that are associated to the Gateway box and that match the specifications entered by
the caller.
6. Tells the caller how many matching listings were found and offers the caller the option to listen to
them or to make new selections.
7. (If the caller chooses to listen to the listings) Plays each Listing box description in turn. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-5At the end of each description, the VP system offers the option to:
· Go on to the next matching listing.
· Change the current selections.  This option returns the caller to the questions recorded in the
Gateway box.
· Contact the listing agent.  This option routes the call to the box entered as the listing agent for this
Listing box.  This is typically a mailbox, but it can also be a Fax box or a Routing box.
· Mark the listing for more information (see section 27.5).
· Replay the listing.
· Exit.
When all the matching listings have been played, the VP system goes back to step 3.
27.2.2 Accessing the Talking Classifieds Gateway Box Screen
To access the Gateway box screen through the DOS-based VP system screen interface:
1. From the LINE STATUS screen, press .  The Main menu displays and you are prompted to enter
a system password.
2. Type 1234 then press  to log on using the default Technician level password.  You can
change both the Technician and Customer level passwords on the GENERAL INFORMATION screen.
3. From the Main menu, select BOX INFORMATION.  The Box Information menu displays.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select TC GATWAY. When
you have made necessary modifications to the screen, press  to save the changes. You return to
the Box Information menu.
To access the Gateway box screen through the NT-based VP system screen interface:
1. From the Windows NT desktop, double-click the DATABASE ADMINISTRATOR icon.  You are
prompted to enter a password.
2. Type 1234 then press  to log on using the default Technician level password.  You can
change both the Technician and Administrator level passwords on the GENERAL INFORMATION
screen.
3. Access the BOXES pull-down menu.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select TC GATWAY BOX.
When you have made any necessary modifications to the screen, click on the Save icon on the screen.
You return to the main screen. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-6Note:Field names and screen descriptions for both DOS-based and NT-based VP systemsscreens are presented in this section.  Each field description identifies the field name usedin both types of products.  Be advised that due to differences in the screen designbetween DOS-based and NT-based VP systems, the placement of fields on severalscreens vary slightly.  All fields on all screens are discussed in this section.Note:To locate the information on a particular field most easily, consult the Index to findthe page number of this document that contains the field description.27.2.3 Gateway Box Screen Field Descriptions
Be advised that due to differences in the screen design between DOS-based and NT-based VP systems,
the placement of fields on several system screens vary slightly.  To locate the information on a particular
field most easily, consult the Index to find the page number of this document that contains the field
description.
Fields used in DOS-based VP systems are prefaced below with VP, and fields used in NT-based VP
systems are prefaced with NTVP.  If the NTVP field resides on a certain tab on the screen or if the VP
field resides on a certain screen page, the tab or page is identified next to the field name.
Several field descriptions discuss setting fields to YES or NO settings.  In NT-based VP systems, this
equates to checking or un-checking the field’s checkbox, which you do by clicking on it.
     VP:Box Number
NTVP:Box Number
This field identifies the Gateway box number.  It cannot be changed from this screen.
     VP:Gateway Name
NTVP:Box Name
This field identifies the name of the Gateway box. The name is used for administration purposes only, and
it appears in the database listing.
     VP:Greeting Recorded
NTVP:Record Greeting button
This field indicates whether a greeting has been recorded for this Gateway box. On NT-based VP
systems, an existing recording is signified by a red light displaying on the button.
The greeting is played when the call first routes to this Gateway box.  This greeting typically provides an
introduction to the Talking Classifieds feature with some instructions on how it’s used.
On DOS-based VP systems, when you bring the cursor into this field, a menu appears, offering the option
to play, delete, copy, or record the greeting.  By selecting RECORD you can record the greeting via a
telephone line connected to the voice processing board.  To record the greeting, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the greeting.
To end the recording, press  again.  To hear the recording, select PLAY. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-7On NT-based VP systems, you can record the greeting by clicking on the Record Greeting button, then
using the controls on the Sound Recorder dialog box.  At the lower-right of the dialog, click on the circle
button to begin recording.  Click on the rectangle button (to the left of the circle button) to end the
recording.  See section 15 for more information on using the Sound Recorder dialog box.
     VP:Question 1, 2, 3, 4 Recorded
NTVP:Record Question 1, 2, 3, 4 buttons
These fields indicate whether Questions 1 through 4 are recorded.  On NT-based VP systems, an existing
recording is signified by a red light displaying on the button.
Questions 1 through 4 are played to the caller, to collect criteria from the caller that narrow the database
listings selected for play. (For example, if the database contains information on used cars, the first
question could ask callers to identify their target price-range: “For cars under $1000, press 1.  For cars
between $1000 and $5000, press 2.  For cars above $5000, press 3.”)
On DOS-based VP systems, when you bring the cursor into this field, a menu appears, offering the option
to play, delete, copy, or record the question.  By selecting RECORD you can record the question via a
telephone line connected to the voice processing board.  To record the question, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the
question.  To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the question by clicking on the Record Question buttons, then
using the controls on the Sound Recorder dialog box.  At the lower-right of the dialog, click on the circle
button to begin recording.  Click on the rectangle button (to the left of the circle button) to end the
recording.  See section 15 for more information on using the Sound Recorder dialog box.
VP:On Exit from Talking Classifieds Area
NTVP:On Exit
When the VP system plays a menu or a question, it expects a digit from the caller as a response.  If the
caller does not enter a digit, it usually indicates that he/she is confused or has disconnected.  This field
allows you to specify how you want the VP system to handle the call.  It is recommended that you send
the call to a Routing box that offers further assistance. Note that callers can exit from the Talking
Classifieds area by pressing *.
     VP:Box
NTVP:(Unlabeled Box field)
This field is valid only if the option in the corresponding field is set to GO TO BOX.  The field contains the
box number to which the call is to be routed.