Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-8The Problem
John Smith owns a delicatessen.  He has a number of customers who call in for lunch every week-day
around noon.  Sometimes they call in their orders early, which gives John time to prepare them before the
lunch-time rush. However, they often forget, so the orders have to be prepared while they wait at the
counter.  This is inefficient for both John and his customers.
The Solution
John uses the VP system to call each customer before lunch-time and to take his/her order.
To set up the application, John must consider two factors:
· How the VP system makes the outbound calls.
· How the VP system handles the call once it has been answered.
The Outbound Schedule
First, John collects his customers’ telephone numbers and places them in a text file he names LUNCH.LST.
The file is stored in the \VM directory.
Next, John accesses a TELEMARKETING BOX screen.
For BOX NAME, John enters LUNCH ORDERS.
Since he wants to run these calls indefinitely, he specifies 01-01-95 (some past date) for the date on which
calls are to start and 12-31-99 for the date on which calls are to stop.
John specifies the time at which calls are to start as 10:30 (AM).  Since there is no point in calling anyone
after lunch-time, he specifies 12:00 as the time at which calls are to stop.  This gives the VP system 1½
hours to make the calls. (If this is not enough time to call all his customers, he needs to use more
telephone lines).
Since there is no other period in the day during which he wants to call these customers, he leaves the
other calling time fields blank.
The LUNCH.LST file containing the telephone numbers is in the VP system directory, so John specifies the
default \VM as the directory containing the telemarketing files.  He enters LUNCH.LST as the name of the
source file containing the telephone numbers. Since he created the file himself, and each line contains
only a telephone number, he specifies that the phone numbers start at position 1 (START COL field on non-
NT-based VP systems) and he specifies that the maximum number of digits the VP system is to dial as 7.
(All numbers are 7-digit telephone numbers.)
John knows that he can dial all the numbers on his list, so he does not use the EXCLUDE fields (VP) /
NAME OF FILE CONTAINING DO NOT CALL NUMBERS field (NTVP).
To keep a log of how things went, he tells the VP system to generate a file called LUNCH.LOG, by entering
this filename in the RESULTS field (VP) / NAME OF FILE TO LOG TELEMARKETING CALL RESULTS field
(NTVP).
He sets the WAIT FOR ANSWER field (VP) / ASSUME NO ANSWER AFTER X RINGS field (NTVP) to 4 rings. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-9If a number is busy, he thinks the VP system should wait one minute before trying it again, so he sets the
RETRY BUSY NUMBER field (VP) / IF CALLED NUMBER DOES NOT ANSWER TRY AGAIN AFTER X MINUTES
field (NTVP) to 1 (minute).  If a number does not answer, then that person is probably away from his/her
desk, so John sets the corresponding no-answer field to 10 (minutes).
He decides to try each number a maximum of 3 times, so he sets the NUMBER OF RE-TRIES field to 3.
When the party answers, John wants them to hear the recorded message in Box 1000.  He specifies this in
the field ON ANSWER, GO TO BOX.
Since he does not work weekends, John does not want the VP system to make calls on those days, so he
sets the CALL ON fields for Saturday and Sunday to NO (in the NT-based VP system, he deselects the
fields).  He sets Monday through Friday to YES (in the NT-based VP system, he checks the fields).
(Actually, however, this entry is not necessary, as the VP system dials the complete list before the end of
the day, and re-starts each morning).
John has three telephone lines.  He wants to make sure there is always one line free on which he can make
calls, so he sets up the VP system to use lines 2 and 3 only.  He does this by placing lines 2 and 3 in line
group D, and selecting line group D as the line group to use for this Telemarketing Box.
Processing the Answered Call
John has told the VP system to send the call to Routing box 1000 once it has been answered.  He records
the following greeting in Routing box 1000:
“Hi, this is John at the deli.  If you’re planning on eating here today, press 1 to give me your order.  If
you want to hear today’s specials, press 2.”
Digit 1 routes to mailbox 2000, where the TRANSFER-TYPE is set to NO TRANSFER (see section 5 for
information on mailboxes and Routing boxes).  John records the greeting in mailbox 2000 as simply,
“Thank-you.”  So the VP system says:
“Thank-you, please speak after the tone.”
Digit 2 from Routing Box 1000 sends the caller to Routing Box 1001, in which John records descriptions
of the day’s specials.
Using the Application
Now, every morning, John must do only two things:
· Record a description of the day’s specials in Routing Box 1001.
· Reset the Telemarketing box 9970 to make the days calls by accessing it and pressing  (or
on NT-based VP systems, selecting the Restart button).
The VP system waits until 10:30 AM, then uses lines 2 and 3 to begin calling John’s customers.  As orders
arrive, John can call in to the VP system and retrieve the orders from mailbox 2000.
Note:  To stop a telemarketing job that is in progress, set all days to NO in the field CALL ON(DAY) (VP systems) / MAKE CALLS ON AREA (NTVP systems).  Next, press  toreset the box.  The job in progress will stop making outcalls. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0028-10 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0029-129. Program Screens
This section provides illustrations of VP system screens.  For information on accessing screens, refer to
procedures provided in sections 4 and 5.  Note that not all screens may be accessible on all VP systems.
29.1 DOS-based VP System—System Information Screens29.1.1 Automatic Mailbox Allocation Screen29.1.2 Business Hours Screen 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0029-229.1.3 Call Transfer Screen29.1.4 Class of Service Screen 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0029-329.1.5 Classifieds Gateway Screen29.1.6 Fax Setup Screen 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0029-429.1.7 Fax Distribution Restrictions Screen29.1.8 General Information Screen 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0029-529.1.9 Holiday Schedule Screen29.1.10 Line Information Screen 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0029-629.1.11 Other Customizations Screen29.1.12 Technical Information Screen 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/0029-729.2 DOS-based VP System—Box Setup Screens29.2.1 Account Number Box Screen29.2.2 ACD Box Screen