Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/004-6     VP:(See Other Customizations screen for comparable field)
NTVP:Display Mailbox Passwords on Screen (Miscellaneous tab)
  When the VP system displays the MAILBOX screen on the PC screen, there is a field PASSWORD that
contains the mailbox owner’s password.  If you do not want the password to display on the screen, choose
NO here.  The PASSWORD field will be filled with stars.  You can still access the PASSWORD field, and
change the password if required, but you cannot view the current password.
     VP:If Call Lasts More Than x Minutes, Go to Box
NTVP:If Call Lasts More Than x Minutes, Go to Box (Miscellaneous tab)
This field allows you to limit the amount of time that a call remains in the VP system.  For standard voice
mail / automated attendant operation, caller activity is usually limited to transferring to an extension or
leaving message in a mailbox (you can limit the amount of time for a message in the class of service
assigned to the mailbox).  There may be some cases, however, when you want to prevent callers from
spending an unlimited amount of time on a single call.  Some examples are:
· Call queuing—If you are allowing the VP system to queue calls to busy stations, you may want to
limit the maximum amount of time that a caller can hold.  In normal operation, the system returns
to the calling party after a pre-determined number of tries to a busy extension and asks if he/she
wants to remain on hold.  If you do not set a time limit here, the caller can request to remain on
hold for an unlimited amount of time.
· Talking classifieds—If the system includes the optional Talking Classifieds module, you may
want to limit the time a caller may “browse” through the listings.
  When you enter a time in the MINUTES field, the VP system keeps track of each incoming call.  When the
maximum time limit has been reached, the VP system completes the current operation (such as playing a
prompt or greeting, recording a message, etc.), routes the caller to the box specified in the re-route to box
field.  This is typically a Routing box with a greeting such as:
  “I’m sorry, you have exceeded the maximum allowed time for this call. Please call again at a later time.”
  You can set up this box to disconnect the call after playing the greeting, or you can have it transfer the
call to a live operator.
Note:When the MINUTES field is set to zero (0), this feature is disabled and there is no timelimit in effect.  Callers may stay connected to the VP system as long they stay on the line.     VP:(See Technical Information screen for comparable field)
NTVP:Automatically Update All MWI Lamps at (Miscellaneous tab)
  Some telephone system automatically cancel all message waiting lamps at a pre-set time (such as
Midnight).  Also, many telephone systems do not restore the state of message waiting lamps following a
power failure.  You may program the VP system to automatically re-send the message waiting lamp ON
sequence for every mailbox with new messages, and the OFF sequence for every mailbox with no new
messages, once each day at this time.  The following limitations must be considered:
· The VP system may need to make dozens or even hundreds of calls to update all message waiting
lamps on the system.  The time you enter here should be at the time of lowest activity on the
system. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-7· On DOS-based VP systems, the time set here should not conflict with the daily EXIT TO DOS
TIME (see below).
Some telephone systems do not allow unnecessary added MESSAGE WAITING ON indications to be set.
  If you are not experiencing problems with message waiting lamps, leave this field blank.  Intermittent
performance of message waiting lamps may be caused by problems that are not related to the use of this
feature.
Note:If you have only an occasional problem with message waiting lamps (such as a powerfailure), you can invoke the message waiting update manually.  From the main screen,press  simultaneously.  The update process begins, and you see an advisorymessage on the screen that the update is running. To cancel the update before itcompletes, press .     VP:Number of Boxes to Log
NTVP:Number of Boxes to Track in Log (Miscellaneous tab)
  In the call logging record for each call, the VP system stores an audit trail of all the boxes the caller
accessed during the call.  The default is for the VP system to store only the first 9 boxes, but you can set
this number to any value between 1 and 99.  The VP system includes this number of boxes in every call
record in the log file.  If the call used fewer boxes than the number you specify here, the VP system
includes a blank box number in the log file for each missing box.  If the log information is being sent to a
file, each box number is enclosed in quotation marks, including the blank boxes.
     VP:(See Call Transfer screen for comparable field)
NTVP:Digits that Mean YES in Response to a Yes/No Question (Miscellaneous tab)
There are several occasions when the VP system asks the caller for confirmation.  For example, when the
caller enters his/her pager callback number, the VP system repeats it and says, “If this is correct, press 1.”
All digits you list in this field are considered “Yes” answers.  Any other key is treated as “No.”  Be
advised that entries in this field affect all boxes set up on the system, not just a particular box.
If you choose to use another number instead of 1 to mean “Yes,” you must re-record the prompts that
specify the number ‘1’ and change them to ask for the new number (see section 15).  This includes
prompts voiced in the following situations:
· Sending a message from within an open mailbox.  The VP system says the recipient’s name, and
then voices the prompt, “If this is correct, press 1.”
· During a message notification call.  The VP system waits for the called party to answer, then
says, “Message for [name]. Press 1 if you would like to hear your messages.”
· During a three-way call.  To ensure the call is still active, the VP system periodically comes on
the line and says, “Excuse me, please press 1 if you wish to continue your call.”
     VP:(See Other Customizations screen for comparable field)
NTVP:Display Mail-Box Passwords on Screen (Miscellaneous tab)
  When the VP system displays the MAILBOX screen on the PC screen, there is a field PASSWORD that
contains the mailbox owner’s password.  If you do not want the password to display on the screen, choose 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-8NO here.  The PASSWORD field will be filled with stars.  You can still access the PASSWORD field, and
change the password if required, but you cannot view the current password.
     VP:Number of Lines Detected
NTVP:(No such field)
  This field cannot be change from the keyboard.  The VP system examines the hardware in the computer,
counts the number of voice processing boards installed, and counts the number of lines each board can
accommodate.  It then displays the maximum number of lines here.
     VP:Automatically Exit to DOS at
NTVP:(No such field)
  DOS-based VP systems need to perform various maintenance tasks on a regular basis, such as de-
fragmenting the PC’s hard disk.  To perform these tasks, it needs to exit to DOS.  Use this field to specify
a time that the VP system can automatically exit to DOS each day.  It is important to choose a time of the
day when the system is least busy (for example, 2:00 AM) and enter that time in this field to make the
feature active (if you enter 00:00 in this field, this feature is disabled).  The automatic exit to DOS feature
is important for two reasons:
· When the VP system exits to DOS and re-loads, an AUDIT DATABASE program runs and checks
the integrity of the voice prompts and system boxes.
· Every Wednesday, a batch file is programmed to run a hard disk drive defragmenting program.
This keeps the VP system running at its peak operating performance.  The batch program may
take up to 30 minutes or more to run.
  When the program exits to DOS to perform maintenance functions, you can schedule it to perform other
tasks, such as backups.  Program these other tasks to be called from the DISKM.BAT file.
     VP:Store Call Log to
NTVP:(No such field)
When you move the cursor to this field, a menu displays, offering options for the call logging feature.
You can turn call logging off or send the output to a printer or to a file.
If you select to send logs to the printer, verify:
· The printer is attached to LPT1 on the PC.
· The printer is turned on and is on-line.
· The printer is set to perform a CARRIAGE-RETURN and LINE-FEED when it receives a line feed
character (such as an automatic carriage-return).  Consult the printer documentation for
information on adjusting these settings.
If you choose to store call logs to a file, the VP system creates a file called VOICMAIL.LOG in the \VM\LOG
directory.  All log information is written to that file.  At midnight each night, the contents of
VOICMAIL.LOG are transferred to another file in the subdirectory \LOG for long-term storage.  The name of
the long-term storage file is based on the month and day.  On February 15, for example, the daily log file
is stored as VOICEMAIL.LOG.  At midnight, the contents of VOICEMAIL.LOG are copied to the file
0215.LOG, and the file VOICEMAIL.LOG is cleared to record the log of calls on February 16.  At midnight 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-9on February 16, the contents of VOICEMAIL.LOG are copied to the file 0216.LOG, and VOICEMAIL.LOG is
cleared to record the log of calls on February 17.
Up to one year’s worth of information can be stored.  After that, the VP system begins over-writing the
previous year’s log files.
    VP: (No such field)
NTVP:  Generate Log Data for Reports
Select this option to allow the VP system to tabulate data on all incoming and outgoing calls in a log file.
This data can then be used to generate several system reports, viewable using the Reports Generation
Package (see section 7.10).
All log information is written to the file VOICMAIL.LOG in the \VM\LOG directory.  At midnight each night,
the contents of VOICMAIL.LOG are transferred to another file in the subdirectory \LOG for long-term
storage.  The name of the long-term storage file is based on the month and day.  On February 15, for
example, the daily log file is stored as VOICEMAIL.LOG.  At midnight, the contents of VOICEMAIL.LOG are
copied to the file 0215.LOG, and the file VOICEMAIL.LOG is cleared to record the log of calls on February
16.  At midnight on February 16, the contents of VOICEMAIL.LOG are copied to the file 0216.LOG, and
VOICEMAIL.LOG is cleared to record the log of calls on February 17.
Up to one year’s worth of information can be stored.  After that, the VP system begins over-writing the
previous year’s log files.
     VP:Max Calls on On-Screen Graph
NTVP:(No such field)
  One of the on-line displays is a set of graphs showing the number of incoming calls received per hour for
the current and previous day.  You can specify the maximum value for the vertical scale on the graph.  If
you set this value to 0, the VP system automatically chooses the best scale, according to the number of
calls received.
     VP:(See Technical Information screen for comparable field)
NTVP:Stop Recording After X Seconds of Silence (Message Options tab)
  When the VP system is recording a message, it determines that the caller has finished speaking if he/she
remains silent for a specific interval.  Use this parameter to specify how many seconds of silence the VP
system should detect before ending recording.  If you enter 0 in this field, silence detection is disabled.
Note:If the telephone system does not provide positive disconnect (DTMF tones or a break inloop current), you may experience silent messages in mailboxes when a caller hangs upbefore leaving a message.  You may use a combination of this parameter and theparameter MINIMUM MESSAGE in the configuration file VM.CFG to minimize these“blank” messages.  Use caution when setting the NUMBER OF SECONDS OF SILENCE TOEND RECORDING parameter.  If this time is set too short, you may stop recording caller’smessages when they are simply pausing for a moment.  See section 12 for information on the MINIMUM MESSAGE parameter. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-10     VP:(See Technical Information screen for comparable field)
NTVP:Disconnect if More than X Seconds of Continuous Sound Detected (Message Options tab)
  While the VP system is recording a message, it is monitoring the line for dial tone (continuous non-
silence).  If dial tone is detected, the VP system assumes the caller has hung up, and stops recording.  This
field lets you specify how many seconds of continuous non-silence needs to be detected before the system
assumes it is dial tone.
Note:If you set this number too low, a caller who pauses and says “aaaahhhh” could trigger thedial tone detection.  If you set the number too high, 15 seconds, for example, the C.O. orPBX might remove the dial tone before it has been on the line long enough to be detected.     VP:Seconds for Fast-Forward/ Rewind Operations
NTVP:Fast-Forward/Rewind Should Jump by X Seconds (Message Options tab)
  When a mailbox owner is listening to his/her messages, he/she can use the fast-forward and rewind
functions.  Fast-forward forwards the message by a pre-defined number of seconds.  Rewind reverses the
message that number of seconds. Use this field to specify the number of seconds for both operations.
     VP:(See Other Customizations screen for comparable field)
NTVP:Play Message Time and Date (Message Options tab)
  When a mailbox owner is listening to his/her messages, one of the options is to press 5 to hear the time
and date that the message was received.  Use this field to control the play of the time and date of each
message.  The choices are:
· WHEN CALLER ASKS—The mailbox owner must press 5 to hear time and date
· BEFORE EACH MESSAGE—The time and date is played automatically before each message
· AFTER EACH MESSAGE—The time and date is played automatically after each message (this is the
default)
     VP:Digits to Get a Line on External Call
NTVP:(See PBX Information screen for comparable field)
  If the VP system is working behind a key system or a PBX, enter the sequence of digits it should dial to
get an outside (C.O.) line when calling an external number.  This number is typically a 9 followed by a
pause (9,).
Note:The digits in this field are not involved when the VP system is making an external calltransfer.  They are only used when it places an outgoing external call (for pagernotification or message delivery, for example).  See section 7.3 for information on externaltransfers.     VP:(See Other Customizations screen for comparable field)
NTVP:When Called Party Answers, Play His/Her Name (Transfer options tab)
  This field affects only mailboxes using the WAIT FOR ANSWER or SCREEN transfer type.  If this field is set
to YES, when the called party answers, the VP system announces the call.  The standard format is one of
the following: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-11  “I have a call for you, [name].”
  “Call from [calling party’s name] for [name].”  (if the option to get the caller’s name is active)
  This prompt is useful if an extension receives calls from more that one mailbox and you want it to be
answered with the correct name of the called party.  For example, several mailbox owners could change
their call transfer service to send their calls to a central answering point (see section 5.1).  The person
receiving these calls can now hear who these calls are for and answer with a personalized greeting such
as, “Mr. Smith’s office,” “Mr. Jones’ office,” etc.
  Setting this field to NO causes the VP system to omit the called party’s name and simply announce the
call.  The format is one of the following:
  “I have a call for you.”
  “Call from [calling party’s name].”  (if the option to get the caller’s name is active)
     VP:(See Call Transfer screen for comparable field)
NTVP:Max Duration of 3-Way Call (Transfer Options tab)
  Since the VP system has to stay on the line for the entire duration of a three-way call, it has to know when
both parties have finished their conversation, so it can hang up and release the line.  To guard against the
event that the end of the conversation is not detected, the VP system will come on the line after the
amount of time you specify here, and prompt the parties to confirm that at least one of them is still on the
call.  It does this by playing the prompt, “Excuse me, press 1 if you wish to continue your call.”  If either
party presses 1, the timer resets and the call can proceed.  If no digit is dialed, the VP system disconnects
the call.
     VP:No such field
NTVP:Use Enhanced ACD Features (Transfer Options tab)
  This feature is available on VP system versions 10.1x and higher.  If the phone system supports enhanced
ACD integration, check this box to activate these features.  Enhanced ACD integration:
· Allows you to specify on CUSTOMER SERVICE BOX screens that call hunting is to start from the
longest idle extension
· Allows the VP system to identify non-idle agent extensions before attempting a call transfer
(speeding call processing)
· Provides LCD display of queue statistics
· Allows agents to log into and out of an ACD group via the LCD controls on their phone
  For additional information on enhanced ACD integration and the phone systems that support it, contact a
VP system sales representative.
     VP:(See Other Customizations screen for comparable field)
NTVP:When Called party Answers, Announce the Call (Transfer Options tab)
  This parameter affects only the mailboxes using transfer type WAIT FOR ANSWER.
  When using the WAIT FOR ANSWERtransfer type, the VP system does not connect the calling and called
parties until it confirms that the called party has answered.  This is done two ways: 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-12· Voice is detected on the line
· A break in the cadence of the ringback tone is detected (see section 13)
  This process may take 1 to 2 seconds from the time that the called party goes offhook to answer an
incoming call.  Under normal operating conditions, the VP system informs the called party that it has
detected answer by playing the system prompt:
  “I have a call for you.”
  Setting this parameter to NO prevents the prompt from playing. A short tone plays in its place (system
prompt 166).
Note:Users should be made aware that when they first go off hook and answer an incomingcall, the calling party does not hear their initial answer (since the VP system does notconnect the call until it detects the answer).     VP:(See Other Customizations screen for comparable field)
NTVP:Maximum Box Length When Caller is Dialing (Transfer Options tab)
  Box numbers in the VP system may be 2, 3, or 4 digits long (for example, you may have a mailbox 10, a
mailbox 100, and a Routing box 1000).  To speed up call processing, you may use this parameter to
define the maximum box length that a caller might dial.  Entering a number less than 4 does not mean you
cannot have any 4-digit boxes in your system, just that any 4-digit boxes can not be dialed directly by a
caller.
  For example, if the telephone system uses only 3-digit extensions, you will probably have corresponding
3-digit mailboxes.  In this case, enter 3 for MAXIMUM BOX LENGTH.  When a caller dials a 3-digit mailbox
number, the VP system processes the call immediately, not waiting for a fourth digit.
  In this example, you can still use 4-digit box numbers on the system, especially for other box types, such
as Routing boxes, provided that these boxes are accessed in a way other than the caller dialing the box
number.  For example, you may use 4-digit Routing boxes as the initial boxes indicated on the LINE
INFORMATION screen, in the Routing box DESTINATION FOR DIGIT fields, in any system GO TO BOX field,
etc.
Note:If the system has Routing box numbers that are longer than the MAXIMUM BOXLENGTH parameter, the greeting can only be recorded by using the computer keyboard.Owners of Routing boxes are not able to remotely record or change a greeting becausewhen the VP system prompts the box owner to enter the box number of the greetinghe/she wants to change, the owner is not be able to dial more than the number of digitsdefined in MAXIMUM BOX LENGTH.Defining the Paths for the VP System Files
  When VP system software is installed, the system automatically stores the files in the directory \VM and
several sub-directories under \VM.  You may move some of the file types to other directories (if required
by your application) by setting a new path in the following fields.  Note that changing the path here does
not move any of the existing files stored in the current path—you must manually move the files.  If you choose to place files in a directory other than the default shown, you must indicate the complete
path here.  For information on indicating paths, consult documentation for the operating system. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-13     VP:Path for Prompts
NTVP:Path for Prompts (Directories tab)
  When the VP system is about to play a system prompt (such as, “Please hold for…” or, “That extension
is currently unavailable…”), it looks for the speech file that contains that prompt.  The system prompts
are stored by default in the directory \VM\P.  However, you can store them elsewhere if you use this field
to tell the VP system where to find them.
     VP:Path for Greetings
NTVP:Path for Greetings (Directories tab)
  When the VP system is about to play a box greeting (“For Sales, press 1, for Service, press 2,” or, “Hi,
this is Mary.  Please leave me a message after the tone...”), it looks for the speech file that contains that
greeting.  The box greetings are stored by default in the directory \VM\M.  However, you can store the
greetings elsewhere if you use this field to tell the VP system where to find them.
     VP:Path for Messages
NTVP:Path for Messages (Directories tab)
  When the VP system is about to play a mailbox message to the owner of the mailbox, it looks for the
speech file that contains that message.  The mailbox messages are stored by default in the directory
\VM\M.  However, you can store them elsewhere if you use this field to tell the VP system where to find
them.
     VP:Path for Question Box Voice Files
NTVP:Path for Question Box Voice Files (Directories tab)
  Question box questions and answers are stored by default in the directory \VM\M.  However, you can use
this field to tell the VP system to store them in another directory.  Changing the path here for the
questions and answers does not affect where Question box greetings are stored, which is the same path as
that used for all other system greetings.
     VP:Path for Call Log Information
NTVP:Path for Call Log Information (Directories tab)
  If you selected FILE for the VM.CFG parameter STORE CALL LOG TO:, the VP system normally records this
information in files stored in the sub-directory VM\LOG.  You may use this field to tell the VP system to
use another directory.  Note that log files are automatically archived for one year, so you must have
sufficient disk space available or you must periodically delete the files.  See section 7.1 for more
information on the call log.
  For additional information on files, see section 16.
4.5 Setting Up the Line Information Screen  The LINE INFORMATION screen is divided into columns, and each row contains the information for one of
the VP system’s ports.  If the VP system has more lines than are displayed on the screen, you can display
the additional lines by pressing  or the previous 8 lines by pressing the . (NT-based VP system
users can also scroll to see all line information.) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-14Be 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.
Line Information Screens (DOS-based VP Systems)Line Information Screen (NT-based VP Systems)4.5.1 Line Information Screen Field Descriptions
     VP:Initial Box (Day Service, Night Service, Lunch Service)
NTVP:Initial Box (Day Service, Night Service, Lunch Service)
  When a call is first answered, the VP system checks the date and time to see if the business is open (in
Day Service mode).  To make this determination, it consults the BUSINESS HOURS screen. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-15  If the VP system is in Day Service mode, it reads the box number from this field, and routes the call to
that box.  This box is typically a Routing box that plays a “welcome” greeting and offers various options
to the caller.  The same process is applied when the system is in the Lunch Service mode or Night Service
mode.
     VP:Rings to Answer
NTVP:Rings to Answer
  The VP system answers incoming calls after the number of rings specified in this field.  You can set this
parameter for Day, Night, and Lunch Service modes.
  If the telephone system rings all the VP systems ports simultaneously for each incoming call, set the value
in this field to 99.  This tells the VP system to answer on one port, then pause to see if the other ports stop
ringing.  If they do not, the VP system answers on another port (as there must have been at least two calls
ringing in), and pauses again, etc.
Note:If you have problems with the operation of this feature, adjust the pooled ring time (seesection 12).     VP:Outgoing Calls Allowed
NTVP:Outgoing Calls Allowed
  If this field is set to NO for a particular line, the VP system does not use that line when it is making
outgoing calls, to call a paging service, to perform message notification, and to set or clear message-
waiting lamps, for example.
Note:The settings in this field are ignored for any call that is made within a specific line groupyou have set up.     VP:Line Groups
NTVP:Line Groups
Use these fields to specify which lines belong to which line group.  Each line group can contain zero, one,
or several lines, and each line can belong to zero, one, or several line groups.  For more information on
line groups, see section 7.16
4.6 Setting Up the Business Hours Screen  Use the BUSINESS HOURS screen to define the Day Service mode period and Lunch Service mode period.
By default, any period not defined as part of Day Service or Lunch Service is considered part of Night
Service mode.
  The VP system automatically switches between Day Service mode, Night Service mode, and Lunch
Service mode based on the times you enter in these fields.
Note:A system supervisor has the ability to call into the system and override these times,forcing the system into Day Service or Night Service at any time.