Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-827.3 Setting Up a Listing Box27.3.1 What Does a Listing 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.The Listing box houses information on each individual listing.  When a caller has answered the questions
in the Gateway box, the VP system searches through all the Listing boxes associated with that Gateway
box (in numerical order), looking for all that contain answer specifications that match the answers
indicated by the caller in the Gateway box.  If matches are found, the VP system prompts the caller to
listen to the descriptions recorded in the Listing boxes.
27.3.2 Accessing the Listing Box Screen
To access the Listing 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 LISTING BOX. When
you have made necessary modifications to the screen, press  to save the changes. You return to
the Box Information menu.
To access the Listing 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 LISTING 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 4/0027-9Note: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.27.3.3 Listing 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 below 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 Listing box number.  It cannot be changed from this screen.
     VP:Listing Agent
NTVP:Listing Agent
This field normally identifies the mailbox number of the agent who owns this listing.  When a caller has
heard the listing and chooses option 3 (to speak to the agent), the VP system routes the call to the box
entered in this field.  Although this is typically a mailbox, you could also enter a Fax box number or a
Routing box number here.
     VP:Description
NTVP:Description
This field is used to provide a brief text description of the listing. In the case of a real estate application,
for example, this field typically identifies the address of the property.  This field is used in the Talking
Classifieds report (see section 27.5).
    VP:Notes
NTVP:Notes
This field allows you to specify additional notes about the listing. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-10VP:Cross-Ref Number
NTVP:Cross-Reference Number
This field allows you to enter specific cross-reference information to cross-reference the listing to account
numbers or other boxes.  This field displays in the Talking Classifieds report.
     VP:Description Recorded
NTVP:Record Greeting button
This field indicates whether a description has been recorded for this Listing box.  On NT-based VP
systems, an existing recording is signified by a red light displaying on the button.
In the case of a real estate application, for example, the recording is typically a description of the
property.  This is the information the caller hears while listening to the listings.
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 description.  By selecting RECORD you can record the description via a
telephone line connected to the voice processing board.  To record the description, select RECORD, press
, and call into voice mail line 1.  When voice mail answers, select RECORD and speak the
description.  To end the recording, press  again.  To hear the recording, select PLAY.
On NT-based VP systems, you can record the description 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
NTVP:Category for Question 1, 2, 3, 4
The VP system uses these fields when searching through the Listing boxes, looking for those that match
the caller’s choices.  In the real estate application example discussed earlier, question 1 prompts callers to
indicate the price-range of interest.
Assume that the listing being entered in this Listing box has a price of $95,000.
Question 1 was recorded in the Gateway box as:
“For properties under $90,000, press 1.
For properties between $90,000 and $100,000, press 2.
For properties between $100,000 and $120,000, press 3.
For properties above $120,000, press 4.
To hear all listings regardless of price-range, press #.”
The VP system must match this listing if the caller presses 2 (between $90,000 and $100,000) in response
to question 1.  You specify this match by entering 2 in the QUESTION 1 field  here.
If you want the VP system to match on this listing regardless of the caller’s response to question 1, enter
99 in this field(s).  (If you are changing this value remotely, you indicate the 99 entry by inputting # as the
value for the question.  See section 27.4 for details). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-11VP:Talking Classifieds Gateway Box
NTVP:Talking Classifieds Gateway Box
This field identifies the Gateway box with which this Listing box is associated.
27.4 Accessing a Listing Box RemotelyThe owner of a Listing box can call in to the VP system from any touch-tone telephone and change the
recorded description and/or categories for the Listing box.  If the owner is a Routing box or a Fax box,
then the owner of that box can perform the changes.
To access a Listing box remotely:
1. The box owner places a call to the VP system and opens his/her mailbox.  The VP system plays the
main menu:
“To listen to your messages, press 1.
To send a message, press 2.
To change your options, press 3.
Or, to exit, press #.”
2. The box owner chooses option 3 to change options.  The VP system plays the Options menu:
“To record your name, press 1.
To record your greeting, press 2.
To change your password, press 3.
To change your call transfer service, press 4.
To change your message notification service, press 5.
To change your pager service, press 6.
To exit, press #.”
3. The box owner chooses option 2 to change greeting.  The VP system asks the caller to indicate the
number of the box whose greeting is to be changed.
4. The box owner enters the Listing box number.  The VP system plays the current description, and
offers the option to change it:
“To replay your greeting, press 1.
To re-record your greeting, press 2.
To delete your greeting, press 3.
To change the categories of a Listing box, press 4.
To exit, press #.”
5. The box owner chooses option 2, to re-record the description and follows the prompts, speaking after
the tone and pressing any key when he/she has finished.  The VP system plays the greeting options
again:
“To replay your greeting, press 1.
To re-record your greeting, press 2.
To delete your greeting, press 3.
To change the categories of a Listing box, press 4.
To exit, press #.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-126. The box owner chooses option 4 to change matching categories.  The VP system plays question 1.
7. The box owner enters the new value for question 1 in the Listing box.  The box owner can press #
instead of a number to signify that the answer a caller provides to this question in the Gateway box is
always considered a match to question1 in this box, no matter what value the caller enters.
8. The VP system plays questions 2 through 4, each time allowing the box owner to enter the value to be
used in the Listing box for that question.
9. The VP system confirms that the categories have been changed.
27.5 Generating Talking Classifieds ReportsIn addition to the regular call-logging feature in the VP system, the Talking Classifieds feature allows you
to generate a separate report.  This new report lists each call that accessed any Gateway box, and lists the
Listing boxes that were accessed by the caller.
There are two general steps required to generate the Talking Classifieds report:
· Prepare the report
· Print the report
27.5.1 Preparing the Talking Classifieds Report
If you are using the TCNAME parameter in the VM.CFG configuration file (see section 27.2), the VP system
records the name of each caller who accesses any of the Talking Classifieds gateways.  To convert the
recorded name to text that can be printed on a report, you use the CALL HISTORY screen.
To access the Call History 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 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 SYSTEM INFORMATION.  The System Information menu displays.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select CLASSIFIEDS.  The
VP system displays the Talking Classifieds menu.
5. Select PREPARE REPORT.  The VP system displays the CALL HISTORY screen. When you have made
necessary modifications to the screen, press  to save the changes.  You return to the System
Information menu.
To access the Call History screen through the NT-based VP system screen interface:
[Report generation capabilities on NT-based VP systems, including accessing the Call History screen, are
currently under development and will be available with an upcoming release.] 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-1327.5.2 Completing the Call History Screen
Using the CALL HISTORY screen, you can scroll through all the calls in the call-history file (all the calls
that accessed the Talking Classifieds Gateway boxes).
Use the menu available on the screen to play the caller’s name, and then type the name (and telephone
number if recorded) into the appropriate fields.  The VP system uses these fields when printing the
Talking Classifieds report.
Note the box information in the lower portion of the screen.  This shows all the Listing Boxes accessed by
the caller.  An asterisk (*) beside a Listing box means that the caller chose option 4 (more information)
after listening to that listing.  These boxes and the asterisks are listed in the Talking Classifieds report.
The call-history file stores up to 500 calls.  You should delete the call records regularly, after generating a
report.  (Use the  or  keys on the CALL HISTORY Screen).
27.5.3 Printing the Talking Classifieds Report
To print the Talking Classifieds report 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 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 SYSTEM INFORMATION.  The System Information menu displays.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select CLASSIFIEDS.  The
VP system displays the Talking Classifieds menu.
5. Select PRINT REPORT.  The VP system sends the report to the printer.
To print the Talking Classifieds report though the NT-based VP system screen interface:
[Talking Classifieds report generation capabilities on NT-based VP systems are currently under
development and will be available with an upcoming release.]
27.6 Automatically Allocating MailboxesYou can set up a Talking Classifieds application to allow callers to create a Listing box, define its criteria
and record its message, then add it to the other Listing boxes available on the system—all without the
intervention of the system administrator.  To allow a caller to add a Listing box, you set up the VP system
to first automatically allocate a mailbox to the caller.  The mailbox “owns” a Listing box that is also
automatically generated with it.  The caller sets up this Listing box by calling into the system as a
mailbox owner, and following system prompts to modify his/her mailbox’s associated Listing box.
Note that mailboxes that are automatically allocated to callers are restricted in functionality, so they can
only communicate with the Listing box they own.  This prohibits the owners of automatically allocated
mailboxes from interacting through voice mail with other employees who have mailboxes on the VP 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-14system.  Automatically allocated mailboxes can also be programmed to be de-allocated after a preset
number of days.  When the box is de-allocated, so is its associated Listing box.
Before anyone can use the automatic allocation feature, you must enter system information on the AUTO
ALLOCATION screen.
27.6.1 Accessing the Auto Allocation Screen
Note:Refer to section 29 for graphical illustrations of all VP system screens.To access the Auto Allocation 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 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 SYSTEM INFORMATION.  The System Information menu displays.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select CLASSIFIEDS.  The
VP system displays the Talking Classifieds menu.
5. Select AUTOMATIC ALLOCATION.  When you have made necessary modifications to the screen, press
 to save the changes. You return to the System Information menu.
To access the Auto Allocation 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 System pull-down menu.
4. Select the OPTIONAL FEATURES option, then from the menu that displays, select TALKING
CLASSIFIEDS.
5. From the menu that displays, select AUTOMATIC ALLOCATION.  When you have made any necessary
modifications to the screen, click on the Save icon on the screen.  You return to the main screen.
Note: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. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-1527.6.2 Automatic Allocation 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:Allow Callers to Allocate Mailboxes Automatically
NTVP:Allow Callers to Allocate Mailboxes Automatically
This field turns the automatic allocation feature ON or OFF.
     VP:Digits to Use to Automatically Allocate a Mailbox
NTVP:Digit to Use to Automatically Allocate a Mailbox
This field assigns the digit to be dialed within the voice mail gateway box (9992) to begin the allocation
process.  The default digit is *.
     VP:General “Help” Information Recorded
NTVP:Record Help button
This field indicates whether Help information has been recorded.  On NT-based VP systems, an existing
recording is signified by a red light displaying on the button.
Use this field to record application-specific Help information.  A caller who has just allocated him/herself
a new mailbox can reach this Help by pressing 2 from the menu that is played immediately after being
given the new password.
Record help using the same techniques you use to record Gateway box questions and Listing box
descriptions.
     VP:Automatically De-Allocate Mailbox After X Days
NTVP:Automatically De-Allocate Mailbox After X Days
You can set up the system to automatically de-allocate mailboxes after a pre-defined number of days.
When a mailbox is de-allocated, it is once again available for assignment to a new owner.  Entering 0
(zero, the default) in this field disables this feature (mailboxes remain on the system unless manually
deleted.)
     VP:Re- Start Counter Each Time Mailbox is Opened
NTVP:Restart Timer Each Time Mailbox is Opened
You can use this field to modify how the previous field functions.  If you enter YES in this field,
mailboxes are only automatically de-allocated after the assigned number of days if they are unused for
that time period (the mailbox owner has not logged into his/her mailbox). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-16For example, if you enter 5 days in the previous field and if the owner does not log in to his/her mailbox
within 5 days after the original allocation, the mailbox is de-allocated.  However, each time the owner
does log into the mailbox, the counter re-sets and he/she has an additional 5 days before the box is de-
allocated due to inactivity.
If 0 is entered in the previous field, this field is inactive.
VP:Delete Any Existing Messages When Allocating Box
NTVP:Delete Existing Messages When Allocating Mailbox
If you are using the automatic de-allocation feature, a mailbox that is automatically de-allocated may have
messages that the previous owner has not deleted.  When the mailbox is returned to the pool of allocable
boxes, this field allows you to specify whether any messages in the box are deleted before the box is re-
allocated.
     VP:If Unable to Allocate a Mailbox, Go to Box
NTVP:If Unable to Allocate a Mailbox, Go to Box
If the VP system is unable to allocate a new mailbox to a caller (for example, if there are no more boxes
available), a system prompt plays, “I’m sorry, there are no free mailboxes right now.  Please try again
later.”  The call is routed to the box specified in this field.
27.6.3 Setting Up Allocable Mailboxes
After setting up the AUTOMATIC ALLOCATION screen, you need to identify the mailboxes that can be
allocated.
To define allocable mailboxes:
1. Create a range of mailboxes to be available for automatic allocation.  In the RESTRICTED access field
of each mailbox, enter 9988.  This code restricts the mailbox so it can communicate only with its
associated Listing box.
2. When an incoming call is received, and the caller wants to allocate him/herself a mailbox, you must
set up a method to route this caller to the voice mail Gateway box (9992).  For example, you could
have a Routing box greeting such as:
“Thank you for calling the XYZ Hotline.
To hear listings, press 1.
To record your own listing, press pound.”
3. Once the caller routes to the Gateway box, he/she hears the prompt:
“Please enter your mailbox number.  If you do not have a mailbox and would like to be assigned one,
press star.”
4. If the caller presses *, the VP system locates an available mailbox previously set up for allocation.  It
then generates a random 4-digit password and plays the password to the new box owner.  The owner
then has the opportunity hear the password again, hear more information (recorded as the help
information on the AUTOMATIC ALLOCATION screen), or open his/her mailbox: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-17“To repeat this information, press 1.
For more information, press 2.
Or, to continue, press 3.”
If the caller presses 3, he/she hears the tutorial for first-time mailbox users (if this feature is in effect
on the system (see section 6).
27.6.4 Setting up Companion Listing Boxes for Automatic Allocation Mailboxes
For each mailbox created for the Automatic Allocation feature, you should create a companion Listing
box.  The box numbers of the Listing boxes should be easily associated with the companion mailbox.  For
example, if you create a range of allocable mailboxes with box numbers 400 to 499, then the companion
Listing boxes could be 1400 to 1499.
By closely associating companion Listing box numbers with their automatic allocation mailboxes, you
can inform new mailbox owners how to determine their Listing box number when they are automatically
assigned a mailbox.
Enter the associated mailbox number in the LISTING AGENT field of each companion mailbox.  This makes
the mailbox the “owner” of the Listing box, and the mailbox owner can access the Listing box to record
the greeting and/or change the Listing box categories.  Also, when other callers listen to this Listing box
and press 3 to transfer to the listing party, their call is transferred to the companion mailbox, where the
caller can leave a message.
See Section 27.4 for detailed instructions on how mailbox owners can access and modify a Listing box.
27.7 Using Talking Classified Module Prompts27.7.1 Using New Prompts
The following prompts are used by the Talking Classifieds module:PromptFilenameContents of Phrase1000NOMORLST.VOI“I’m sorry, there are no more listings in that category.”1001RLTNOLST.VOI“I’m sorry, there are no listings in that category.”1002ONEFRMOR.VOI“To hear the next listing, press 1.  To choose a new price-
range, area, size or other option, press 2.  To speak to the
agent, press 3.  If you would like us to send you more
information, press 4.  To re-play this listing, press 5.  You
may exit at any time by pressing the * key.”
If you offer option 4, make sure that you set the system up to
ask for the caller’s name and telephone number.1003RMAINMNU.VOI“To hear a selection of our listings, press 1.  If you would like
to select a particular price-range, area, size or other option,
press 2.”