Key Voice Voice Processing System Installation And Maintenance Manual

							INSTALLATION AND MAINTENANCE MANUAL 4/004-16  Before programming the system’s BUSINESS HOURS, see section 7.7 for a complete discussion of Day
Service, Night Service, and Lunch Service modes.
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.
Business Hours Screens (DOS-based VP Systems)Business Hours Screens (NT-based VP Systems)4.6.1 Business Hours Screen Field Descriptions
  For each day of the week, enter the opening and closing times for the business.  If the business is closed
all day, enter 00:00 in both the DAY SERVICE BEGINS and DAY SERVICE ENDS fields.  This places the VP
system in the Night Service mode for that entire day. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-17  If the business is open 24 hours on a particular day, enter 00:00 for the DAY SERVICE BEGINS time and
24:00 for the DAY SERVICE ENDS time.
Note:All times must be entered in 24-hour format—for example, enter 8:00 PM as 20:00).  The Lunch Service mode may be used for a variety of purposes.  See section 7.7.
     VP:Change “Good Afternoon “ to “Good Evening” at
NTVP:Change “Good Afternoon” to “Good Evening” at
  If you have recorded system prompts 171, 172, and 173, the initial greeting (as programmed in the LINE
INFORMATION screen) is automatically preceded with the appropriate prompt.  Prompt 171, “Good
morning…” is voiced from midnight until noon.  Prompt 172, “Good afternoon…” is voiced from Noon
until the time set here.  At this time prompt 173, “Good evening…” is voiced until midnight.
If you have not recorded prompts 171, 172, and 173, you can ignore this field.  These prompts are not pre-
recorded, since they should be recorded in the same voice as the initial greetings for best quality and
continuity.
4.7 Setting Up the Holiday Schedule Screen  Besides having the VP system answer calls differently at different times of the day, you can have the
system answer calls in a special way during various holidays.  For example, on New Year’s day, the
company may be working with a smaller staff, so they may want the system to greet customers with:
  “The XYZ Company wishes all its customers a Happy New Year.  Our service personnel are not available
today, but will be back as usual tomorrow.  For Sales, press 1, or press 0 to speak to an operator.”
  You may pre-define up to 20 holiday dates.  For each holiday, you can specify a different greeting or a
different call routing scheme.  During the holiday, the VP system uses the greeting and call routing
scheme you have defined.
  The following programming example shows how to set up a New Year’s holiday greeting to play on
January 1.
  Access the HOLIDAY SCHEDULE screen and select JANUARY as the month, then enter 1 to indicate the first
day of the month.  In the field INITIAL BOX, enter a spare box number (which will be set up later in this
example).  In this example, box number 8500 is used.
  The VP system is now advised of the New Year’s holiday.  Each time a call arrives on January 1, the VP
system routes the call to box 8500, ignoring all service periods assigned on the LINE INFORMATION
screen.
Note: Holiday greetings are in effect for the entire 24-hour period of the calendar day.  To complete this example, Routing box 8500 must be created.  You add Routing boxes by accessing the
ROUTING BOX screen (see section 5.7).  Press  to add a Routing box and type 8500 in the window 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-18that displays.  Once you create a Routing box, you can record a greeting in it (in this example, a New
Year’s specific holiday greeting) and set up the various routing options as described in section 5.7.
Holiday Schedule Screen (DOS-based VP Systems)
 Holiday Schedule Screen (NT-based VP Systems)
 4.8 Setting up the Call Transfer Screen (DOS-based VP System) /
PBX Information Screen (NT-based VP Systems)On the CALL TRANSFER screen (VP systems) / PBX INFORMATION screen (NTVP systems) you describe to
the VP system how to transfer calls using the telephone system.  Many of the entries on this screen are
preset when you run the Setup utility and specify a telephone system.  If you were able to select the
specific phone system with which you are working when you ran the Setup utility, you probably do not
need to adjust default entries made on these screens. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-19Note:In the following field descriptions, there are references to INTERNAL and EXTERNAL calltransfers.  The VP system determines that a transfer is INTERNAL if there are 6 or fewerdigits in the telephone number it is to dial.  If there are more than 6 digits in the number,the VP system assumes the transfer is EXTERNAL.  You can change this default from 6to any other number by entering the appropriate command in the configuration fileVM.CFG.  See section 12.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.
Call Transfer Screen (DOS-based VP Systems)PBX Information Screens (NT-based VP Systems) 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-204.8.1 Call Transfer Screen / PBX Information Screen Field Descriptions
     VP:Sequence to Initiate a Transfer (Internal / External)
NTVP:Sequence to Initiate a Transfer (Internal / External) (Call Transfer Sequence tab)
When the VP system is about to attempt a call transfer, it reads this field to determine how to initiate a
transfer on the telephone system.  The normal sequence is a hook-flash followed by a pause.  The digits 0
through 9 and the characters * and # are dialed as they appear.  You can also include the following special
characters in these fields:CharacterAction IndicatedPUse pulse (also known as ‘rotary’) dialing.TUse tone dialing (the default).,Short pause (duration can be changed on the TECHNICAL
INFORMATION screen (VP systems) / PBX INFORMATION screen
(NTVP systems).  The default is 1 second).%Medium pause (equal in length to 4 commas).LLong pause (equal in length to 8 commas).!Hook-flash.XThe VP system replaces the X with the box number of the mailbox
performing the transfer.FThe VP system replaces the F with the digits in the TRANSFER TO field
of the mailbox performing the transfer.\FLong hook-flash (4 seconds, Rhetorex systems only).Any other
characterCan be used for punctuation and is ignored. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-21     VP:Sequence to Complete a Transfer (Internal / External)
NTVP:Sequence to Complete a Transfer (Internal / External) (Call Transfer Sequence tab)
Once the VP system calls the party to which the call is to be transferred and determines the transfer is
successful (see section 7.3), it reads this field to decide how to connect the two parties.  It dials whatever
sequence you enter in this field, then hangs up.  Typically, this field is left blank, instructing the VP
system to simply hang up.
The same special characters are available here as described above.
     VP:Sequence to Transfer a Three-Way Call (Internal / External)
NTVP:Sequence to Transfer a 3-Way Call (Internal / External) (Call Transfer Sequence tab)
This field is similar to the previous field, but is used if the call is being transferred using three-way calling
(see section 7.3).  Once the VP system calls the party to which the call is to be transferred and determines
that the transfer is successful, it reads this field to decide how to connect the two parties.  It dials whatever
sequence you enter in this field, then remains on the line for the duration of the call.  Enter the sequence
the VP system needs to dial to conference all three parties together (a single hook-flash on most telephone
systems).
If you choose to record the conversation, the VP system also uses the sequence indicated in this field to
complete the transfer.
The same special characters are available here as described above.
     VP:Sequence to Return from Busy (Internal / External)
NTVP:Sequence to Return from Busy (Internal / External) (Call Transfer Sequenced tab)
If the VP system encounters a busy phone when it is transferring the call (except when performing a
BLIND transfer), it returns to the caller and offers to place the caller on hold, or it plays the personal
greeting in the mailbox.  To determine how to return to the caller, the VP system consults this field, and
dials the digit sequence it contains (one or two hook-flashes on most systems).
     VP:Sequence to Return from No-Answer (Internal / External)
NTVP:Sequence to Return from No-Answer (Internal / External) (Call Transfer Sequence tab)
If the VP system is performing a supervised transfer (WAIT FOR ANSWER or SCREEN) and encounters a no
answer condition, it returns to the caller and plays the personal greeting in the mailbox. To know how to
return to the caller, the VP system consults this field and dials the digit sequence it contains (one or two
hook-flashes on most systems).
     VP:Sequence to Return from Call Screening
NTVP:Sequence to Return from Call Screening (Call Transfer Sequence tab)
If a party receiving a screened transfer chooses not to accept the call, the VP system consults this field
and dials the sequence it contains.  Note that this is a different than when the VP system cancels a transfer
due to a busy or no answer condition, in that the called party answered the call and chose not to speak
with the calling party.  The sequence typically indicated in this field is two hook-flashes (the first hook-
flash creates a momentary three-way conference, the second hook-flash releases the called party and
retains the calling party on the line).  The calling party then receives the call handling treatment selected
by the called party. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-22Note:Be certain to test this sequence properly.  If this sequence is not correct, the called andcalling parties may be connected, even though the called party has chosen not to take thecall.     VP:Detect Dial Tone
NTVP:Wait for Dial Tone When Making a Call (Miscellaneous tab)
When the VP system goes off-hook to make an outgoing call (for example, to call a paging service), it
listens for dial tone.  If it does not hear dial tone within 5 seconds, it assumes that it must have picked up
just as a call was coming in (encountered a “call-collision”)  Therefore, it treats the call as a normal
incoming call by playing the initial greeting.
Some PBXs and key systems do not provide dial tone, or their dial tone is not standard.  The VP system
can detect most of the various types of dial tone, but you can disable this detection feature if the VP
system cannot detect the dial tone on a particular system.  If you enter NO in this field, the VP system
does not listen for dial tone when making outgoing calls.  Instead, it goes off-hook and pause 3 seconds
before dialing.
Note:Because of the “call-collision” protection feature, verify you do not allow any outgoing callson lines that are not connected.  For example, if the VP system is equipped with 8 portsbut at present you have only 6 lines connected, any outgoing call attempt on anunconnected line will cause the VP system to try to process an incoming call on that line.     VP:(See General Information screen for comparable field)
NTVP:Digits to Get a Line on External Call (Miscellaneous tab)
  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 placing an outgoing external call (for pager notificationor message delivery, for example).  See section 7.3 for information on external transfers.     VP:(See Technical Information screen for comparable field)
NTVP:Disconnect Digit Sequence (Miscellaneous tab)
  Some PBXs and key systems generate a sequence of touch tone (DTMF) digits to let the voice mail
system know when a caller hangs up.  If the telephone system you are working with can do this, enter the
digits here.  If the telephone system does not provide this feature, leave this field blank.
     VP:(See Technical Information screen for comparable field)
NTVP:Hook-flash Length (Miscellaneous tab)
  When the VP system hook-flashes (for example, to transfer a call), the length of the hook-flash is
determined by the value in this field.  Most telephone systems accept a hook-flash of between 350 and
650 milliseconds.  If in doubt, contact the vendor of the telephone equipment or the local telephone
company. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-23  If you change this value, you must exit the system and re-boot the computer for the change to take effect.
     VP:(See Technical Information screen for comparable field)
NTVP:Pause Length (Miscellaneous tab)
  When you enter a comma in a digit sequence (for example, the digit sequence to initiate a transfer), the
VP system interprets the comma as a pause and stops dialing for an interval.  This field defines (in
milliseconds) how long this interval is to be.
  If you change this value, you must exit the system and re-boot the computer for the change to take effect.
     VP:(See Other Customizations screen for comparable field)
NTVP:On Answer, Pause for X Seconds, Waiting for PBX Digits (Miscellaneous tab)
  When the VP system answers an incoming call, it waits the number of seconds defined in this field before
playing the initial greeting.  This pause allows for the transmission of voice mail integration digits (either
in the form of in-band DTMF or out-of-band serial data) from the telephone system to the VP system.
This field must be set when the VP system is connected to any type of telephone system with voice mail
integration.  The typical entry in this field is 1 second.
  Set this field to 0 if the telephone system does not have voice mail integration.
     VP:Detect Call-Progress Tones
NTVP:(No such field)
Some PBXs and key systems do not provide standard call-progress tones (such as ring back tone, busy
tone, etc.).  If the VP system is not transferring calls correctly, it may be because it cannot detect the call-
progress tones on the system.  Run the call-progress tone training utility described in section 13.
Though it is not recommended, you can turn off call-progress tone detection.  If you turn detection off,
you must set the call transfer type to SCREEN in each mailbox.  With this setup, when the VP system
transfers a call, it does not listen for tones.  Instead, it dials the number and immediately begins repeating:
“I have a call for you.  Press 1 to accept the call, press 2 if you would like me to take a message...”
This message repeats the number of times you set in the RINGS TO ANSWER field (VP SYSTEMS) /
ASSUME NO-ANSWER AFTER X RINGS field (NTVP systems) of the mailbox.  If no digit is pressed after the
prompt has played the specified number of times, the VP system treats the call as a no answer call, returns
to the caller as normal, and plays the mailbox greeting.
Note:The call queuing feature is not available when call-progress tone detection has beenturned off.  See section 13 for more information.     VP:Use Transfer Bypass Digit
NTVP:Transfer Bypass Digit Arrives area (Miscellaneous tab)
Use this field to specify whether you want to use the transfer-bypass feature and whether the transfer
bypass digit is to be expected as the first or last digit with the mailbox number.  The transfer bypass
feature is described in section 7.3. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-24     VP:Digits that Mean YES When Asking for Confirmation
NTVP:(See General Information screen for comparable field)
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 will be considered as “Yes” answers.  Any other key will be 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:Max Time for Three-Way Call
NTVP:(See General Information screen for comparable field)
  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.
4.9 Setting up the Technical Information Screen (DOS-based VP
Systems)Many of the entries on this screen are preset when you run the Setup utility and specify a telephone
system.  If you were able to select the specific phone system with which you are working when you ran
the Setup utility, you probably do not need to adjust default entries made on this screen.
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. 
						

							INSTALLATION AND MAINTENANCE MANUAL 4/004-25Technical Information Screen (DOS-based VP Systems)4.9.1 Technical Information Screen Field Descriptions
     VP:Disconnect Digit Sequence
NTVP:(See PBX Information screen for comparable field)
  Some PBXs and key systems generate a sequence of touch tone (DTMF) digits to let the voice mail
system know when a caller hangs up.  If the telephone system you are working with can do this, enter the
digits here.  If the telephone system does not provide this feature, leave this field blank.
     VP:Hook-flash Length
NTVP:(See PBX Information screen for comparable field)
  When the VP system hook-flashes (for example, to transfer a call), the length of the hook-flash is
determined by the value in this field.  Most telephone systems accept a hook-flash of between 350 and
650 milliseconds.  If in doubt, contact the vendor of the telephone equipment or the local telephone
company.
  If you change this value, you must exit the system and re-boot the computer for the change to take effect.
     VP:Pause Length
NTVP:(See PBX Information screen for comparable field)
  When you enter a comma in a digit sequence (for example, the digit sequence to initiate a transfer), the
VP system interprets the comma as a pause and stops dialing for an interval.  This field defines (in
milliseconds) how long this interval is to be.
  If you change this value, you must exit the system and re-boot the computer for the change to take effect.
     VP:Number of Seconds of Silence to End Recording
NTVP:(See General Information screen for comparable field)
  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.