Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-18PromptFilenameContents of Phrase1004RSUBSMNU.VOI“To hear listings which match your selections, press 1.  If you
would like to select a new price-range, area, size or other
option, press 2.”1005RGETNAME.VOI“In order for us to serve you better, you may - if you wish -
leave us your name and telephone number after the tone.”1006INFOTOGO.VOI“Thank you.  We will be in contact with you as soon as
possible.”
This prompt is played when a caller chooses option 4 in
response to prompt number 1002 above.1007RLTCHGOK.VOI“Thank you.  Those details have now been changed as
requested.”1008THEREIS.VOI“There is”1009THEREARE.VOI“There are”1010LS1MATCH.VOI“listing that matches your current choices”1011LS2MATCH.VOI“listings that match your current choices”1012ALOCNOMO.VOI“I’m sorry, there are no free mailboxes right now.  Please try
again later.”1013ALOCCANT.VOI“I’m sorry, we cannot allocate a new mailbox right now.
Please try again later.”1014ALOCMENU.VOI“To repeat this information, press 1.  For more information,
press 2.  Or to continue, press 3.”1015ALOCNMBR.VOI“Your new mailbox number is”1016ALOCPASW.VOI“and the password is”27.7.2 Modifying Existing Prompts
The following prompts, which are part of the standard VP system package, must be modified to include
the options for the Talking Classifieds 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 Required59WHICHBOX.VOIAdd option for Automatic allocation of mailboxes:  ” If you do
not have a Mailbox and would like for me to create one for
you, press star.”93GRTOPT.VOIAdd the listing box option (number 4):  ”...to change the
categories of a Listing box, press 4...”27.7.3 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.  These prompts were copied to the to \VM\P directory when the
Talking Classifieds module was installed.  Pre-recorded modified prompts have the same filenames as
their corresponding standard prompts, but they use a different file extension. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-19To copy a modified prompt to the active system, follow these steps:
1. If the system is a DOS-based VP system, shut it down if it is currently running.  For procedures, see
section 2.5.
2. Locate the text 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 59 with WHICHBOX.OP1, access a command prompt and type
the following command:
COPY \VM\P\WHICHBOX.OP1 \VM\P\WHICHBOX.VOI then press 
4. When you finish modifying prompts, re-start the VP system.PromptFilenameContents of Phrase59WHICHBOX.OP1“Please enter your mailbox number.  If you do not have a
Mailbox and would like for me to create one for you, press *.”93GRTOPT.OP1“To replay the greeting, press 1.
To re-record the greeting, press 2.
To delete the greeting, press 3.
To change the categories of a Listing box, press 4.
To choose a new greeting, press 5.
Or, to return to the Options menu, press #.” 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0027-20 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-128. Using the Outbound Telemarketing Module
Note:Refer to instructions in section 23 for information on installing the Telemarketing moduleon VP systems.The Outbound Telemarketing module allows you to use the existing VP system to perform outbound
telemarketing functions even while the VP system is acting as a voice mail or auto attendant.  The VP
system always gives precedence to incoming calls, but takes advantage of any idle time by making
telemarketing calls on lines not in use (or you can restrict it to use only certain lines on the system).
The VP system can do the job of up to five independently programmable automatic dialing machines,
depending on the number of lines you are using.  Each “machine” is represented by a Telemarketing box.
The 5 Telemarketing boxes are numbered 9970 through 9974.
You supply each Telemarketing box with a file of telephone numbers.  The VP system dials each of these
numbers in turn.  If a number is busy or does not answer, it is placed on a list to be tried again at a later
time.
If the called party does answer, the VP system can process the call by playing a message, transferring to a
live person, asking a series of questions, recording a message, or performing other functions.
The result of every call is documented in a log.  This log can be the regular VP system call log, or you can
set up the system to save the information to a separate file or send it to a printer.
You can also supply a list of telephone numbers that should not be called.  The VP system checks this list
before making each outbound call.
28.1 Setting Up a Telemarketing Box28.1.1 What Does a Telemarketing Box Do?
All scheduling and control of outbound calls is done via the 5 Telemarketing boxes (9970 through 9974).
The Telemarketing box is different from other boxes in that you cannot route callers to a Telemarketing
Box.  Instead, the Telemarketing box actually generates calls.
28.1.2 Accessing the Telemarketing Box
Note:Refer to section 29 for graphical illustrations of all VP system screens.To access the Telemarketing 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. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-22. 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 TELEMARKETING
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 Telemarketing 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 TELEMARKETING
BOX. When you have made any necessary modifications to the screen press  to save the
changes or 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.28.1.3 Telemarketing 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. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-3     VP:Box Number
NTVP:Box Number
This field indicates the box number.  Telemarketing boxes are numbered from 9970 through 9974.  This
field identifies which one of the five Telemarketing boxes is being displayed.  You cannot modify this
field.
     VP:Completed
NTVP:Job Complete
This field tells you whether the VP system has completed the out-dialing assignment.  The VP system sets
this field to YES when it has dialed every number in the list you supplied and when all busy / no-answers
have either been answered or have reached the maximum number of re-tries.  Once this field has been set
to YES, the VP system stops dialing out for this Telemarketing box.  When you supply a new list of
numbers, you should press  (Reset) to indicate that the VP system should start dialing again from the
top of the list. (NT-based VP system users can also reset the box by clicking the Restart button.)
     VP:Box Name
NTVP:Box Name
This field can be used to indentify a short description of the out-dialing assignment.
     VP:Use Lines in Group
NTVP:Use Lines in area
This field indicates to the VP system which lines it is allowed to use to make its outbound calls.  If you
are using the VP system as an incoming auto attendant or voice mail processor, you may want to reserve
some of the lines for incoming calls only.  To restrict the VP system to using, for example, only lines 3
and 4 for outbound calling, place lines 3 and 4 in a line group (such as Line Group B), then indicate the
line group here.  For more information on setting up line groups, see section 7.16.
     VP:Start Date
NTVP:Start Calling on this Date (When to Call tab)
This field indicates the date on which you want the VP system to start making calls.  The date must be
entered in month-day-year format, for example, enter 4-24-98 for April 24, 1998.
     VP:End Date
NTVP:Stop Calling on this Date (When to Call tab)
This field indicates the date on which you want the VP system to stop making calls.  The date must be
entered in month-day-year format, for example, enter 4-24-98 for April 24, 1998.
     VP:Start Time X ... Stop
NTVP:Start Calling at X … Stop at (When to Call tab)
Each Telemarketing box can be programmed to make calls only at specific periods during the day.  Up to
3 separate periods can be defined. Enter the time at which the VP system should begin making calls for
the first period of the day.  In the STOP field, enter the time at which the VP system should stop making
the calls.  The time must be entered in 24-hour format (for example, for 8:00 PM, enter 20:00). 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-4     VP:Call on (Day)
NTVP:Make Calls on area (When to Call tab)
You can specify on which days of the week the VP system should make its outbound calls. A YES beside
any day indicates the VP system is allowed to make its calls on that day.
Note:  To stop a telemarketing job that is in progress, set all days to NO.  Next, press  toreset the box.  The job in progress will stop making outcalls.     VP:Default Path
NTVP:Directory Containing Telemarketing Files (File names tab)
This field contains the sub-directory in which the VP system should look to find the files associated with
outbound-dialing.  These are:
· The file of telephone numbers to be called
· The file of numbers that should not be called (if such a file exists)
· The file in which the result of each call should be logged.  Each Telemarketing box can store the
results in a separate file.
If you leave this field blank, it defaults to the root directory of the disk on which the VP system is
running.
     VP:Source File
NTVP:Name of File Containing Telephone Numbers (File Names tab)
This field contains the name of the file that contains the telephone numbers you want to call.  Since each
Telemarketing box is independent of the others, do not use the same filename for more than one
Telemarketing box.  This would result in the numbers in the file being called more than one time. (NT-
based VP system users can select the Review File button to view and edit the source file.)
     VP:Start Col
NTVP:Telephone Number Start at Position (File Names tab)
This field corresponds to the above field.  When the VP system reads a line from the source file, the line
may contain numbers other than telephone numbers.  For example, the line may also have a Social
Security number or a Zip Code.  Use this field to tell the VP system in what column the telephone number
begins.  For example, consider the line:
John Smith 132 West 4th Street 555-1234 SS#123-45-6789.........111111111122222222223333...123456789012345678901234567890123...By placing the number 32 in the this field, the VP system knows to skip past the numbers in the address. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-5     VP:Max Digits
NTVP:Maximum Number of Digits to Dial (File Names tab)
In the above example, the VP system would start dialing after character position 31 on the line.  The VP
system allows letters and punctuation in telephone numbers (such as the dash between the 555 and the
1234) and knows to ignore them.  However, in this example, the VP system also ignores the space and the
SS.  Next it reads #123 in the Social Security number. Because these are valid digits, they are also dialed.
To prevent this “over-dialing” use the MAX DIGITS field to inform the VP system of the maximum number
of digits it should expect to find in a telephone number.  In this case, entering a 7 in this field causes the
VP system to dial correctly.
     VP:Exclude
NTVP:Name of File Containing “Do not Call” Numbers (File Names tab)
If there are telephone numbers that you never want the VP system to call during a telemarketing
campaign (for example, emergency numbers), place these numbers in a file, and enter the filename in this
field.  You define the path to this file elsewhere on this screen (see above).  The VP system checks every
outgoing call to ensure it does not dial one of the numbers in this file.
     VP:Results
NTVP:Name of File to Log Telemarketing Call Results (File Names tab)
The VP system stores the result of each call in a file. Each Telemarketing box can write results to its own
log file, or you can specify the same log file name in all five Telemarketing boxes. If you want the
outbound calls to be stored in the regular VP system log, along with incoming calls, pager calls, etc., then
the directory path you enter at the top of the screen should be set to \VM, and the filename VOICMAIL.LOG
should be specified in this field. If you want the log to be sent directly to a printer, enter the word
PRINTER in this field. Make sure the printer is switched on, is on-line, and is connected to the LPT1 port
on the computer.
     VP:Wait for Answer
NTVP:Assume No Answer After X Rings (Call Control tab)
Once the VP system has dialed a number, it waits for a specified period for an answer (provided it does
not detect a busy signal).  This field specifies how long it should wait before moving on to the next
number on the list.  Enter the number of rings to wait.
     VP:Retry Busy Number
NTVP:If Called Number is Busy, Try Again After X Minutes (Call Control tab)
If the VP system finds that a number is busy, it notes the number and tries it again later. This field
specifies the minimum interval (in minutes) between re-tries to a number that is busy.
     VP:Re-Try No-Ans Number
NTVP:If Called Number Does Not Answer, Try Again After X Minutes (Call Control tab)
If the VP system dials a number, but does not get an answer, it notes the number and tries it again later.
This field specifies the minimum interval (in minutes) between re-tries to a number that does not answer. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-6     VP:Number of Re-Tries
NTVP:Number of Times to Re-try Busy / No-Answer Numbers (Call Control tab)
If the VP system dials a number, but finds it busy or does not get an answer, it notes the number and tries
it again later at intervals specified in other fields.  The number of times the VP system re-tries the number
is specified in this field.
     VP:On Answer, Go to Box
NTVP:When Answer is Detected, Go to Box (Call Control tab)
Once the VP system determines that a called party has answered and that it is a real person (rather than an
answering machine) it processes the call by routing it to another box.  For example, this could be:
· A Routing box, playing a greeting and offering various menu selections (“Press 1 to hear about
our newest products, press 2 to speak to an operator...”)
· A mailbox, which could immediately transfer the call to a live operator
· A Question box, which would conduct an interview, etc.
     VP:Answering Machine Greeting Recorded?
NTVP:Answering Machine area
The VP system determines that a real person has answered by the length of the greeting.  Usually, a
person answers by simply saying, “Hello,” while a typical answering machine plays a longer greeting, for
example, “Hello, you have reached the Smith residence.  No one is here to take your call now, please
leave a message at the tone.”  If the VP system detects a short response, it assumes a live person has
answered the call.  If the system detects a long response, it assumes the call was taken by a machine.  If a
greeting is recorded in this field, the VP system plays it when it determines an answering machine has
answered.  If you do not want to use this feature, do not record a greeting in this field.  See section 28.2
for information on adjusting the answering machine parameters.
28.1.4 Specifying External Dial Rules
Depending on the source file telephone numbers, you may need to have the VP system add or delete
digits before placing calls.  For example, if the list contains a mixture of local and long distance numbers,
you need to define an Insert rule to add a “1” to the number when required.   If the list includes the area
code for every number, and you need to remove the local area code from certain numbers, you need to
define a Delete rule.
You specify external dial rules in the file DIALRULE.TXT in the \VM directory.  The procedure for building
these rules is detailed in section 7.25.  When you start an outbound telemarketing job, the VP system
checks for the existence of the DIALRULE.TXT file and, if the file does exist, follows the rules when
dialing.  There is no need to “flag” the existence of the dial rules as there is with the Fax Distribution
module on the FAX  SETUP screen. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-728.2 Detecting Answering MachinesWhen the VP system makes an outgoing telemarketing call, it listens to see if the called number is busy,
ringing, or is answered.  If the call is answered, the VP system analyzes the voice on the other end to
determine if the call has been answered by a real person or by an answering machine.
When a live person answers a ringing telephone, he/she normally gives a brief greeting (such as “Hello”),
followed by a pause, waiting for a response from the caller.  When an answering machine answers a call,
it usually plays a longer greeting before recording a message (for example, “Hello, this is Mary.  Sorry I
missed your call.  Please leave me a message at the tone…”).
The VP system uses these characteristics to determine if the call is answered by an answering machine.
The VP system breaks down the answer period into two stages:  STAGE A and STAGE B.  During STAGE A,
if the VP system detects a short silence (by default, 2 seconds), it assumes the call has been answered by a
live person.Stage A
Stage B
Called party answersIf the period of silence is not detected within STAGE A, the VP system assumes that an answering machine
is playing its message and waits for the end of the message (denoted by a long silence of about 3
seconds).  If the silence period is still not detected within STAGE B, the VP system plays the answering
machine greeting at the end of STAGE B anyway.
The following parameters are configurable in the configuration file VM.CFG (see chapter 12):
LENGTH OF SHORT SILENCE (default = 2 seconds)
LENGTH OF STAGE A (default = 5 seconds)
LENGTH OF LONG SILENCE (default = 3 seconds)
LENGTH OF STAGE B (default = 10 seconds)
To change any of these parameters, you must specify all of them as follows:
ANS MACHINE PARMS = w,x,y,z
where:w is the length of the short silence (in seconds)
x is the length of STAGE A (in seconds)
y is the length of the long silence (in seconds)
z is the length of STAGE B (in seconds)
28.3 Setting Up a Telemarketing ApplicationThis section details an example application of the Outbound Telemarketing module.