Telrad Digital Emagen Unified Messaging System Manual

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Normal operation mode
These fields determine which mode the selected department will op-
erate in Normal conditions. Each mode can contain different main 
greetings, different operators and different script routings.
When in Automatic mode, 
emaGEN responds by routing the calls 
according to the internal clock and the working hours table described 
below.
When set manually for Day, Night, Lunch or Emergency Mode, 
ema-
GEN
 routes the calls based on the specific set of instructions for the 
current operating mode.
Holiday operation mode
Refer to above Normal Operation Mode. The entry in this field will go 
into effect based on the Holiday schedule Site -> Holidays.
Start with script - Day/Lunch/Night
emaGEN will start executing this script instead of playing the nor-
mal main menu. This option allows for complex menus.
The override integration with script will force the system to answer 
every call with a script, even if the call is received internally with in-
tegration.
No response mailbox - Day/Lunch/Night
This field is used to tell 
emaGEN where to transfer a caller who 
does not or cannot respond to an 
emaGEN prompt with DTMF 
tones. For example, if the caller is not calling from a Touch Tone tele-
phone. Leaving this field empty causes 
emaGEN to hang up on the 
Action:Enter department/tenant number.
Legal values:Day, Night, Lunch, Automatic, Emergency
Default:Automatic
Action:Select from the drop box.
Legal values:Day, Night, Lunch, Automatic, Emergency
Default:Automatic
Action:Select from the drop box.
Legal values:any valid script mailbox number in system 
Default:Blank
Action:Select from the drop box – only valid script 
mailboxes will be displayed. 
						

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caller.
Operator mailbox - Day/Lunch/Night
This field contains the Operators mailbox number. The extension 
number of the operator should be entered when defining this mailbox 
(in Mailbox administration), and so when a transfer to an operator 
is requested, 
emaGEN tries the extensions specified for this mail-
box (in case there is more than one extension specified, 
emaGEN 
will try all the specified extensions).
Rings before answer Day/Night
This field determines the number of times the port receives ringing 
before 
emaGEN will answer. Use the arrow keys to move between 
the Day/Night fields.
Language default/Alternate
This field determines which languages are used by 
emaGEN. The 
choices in this field determine which language is the default one and 
which language is the alternate one. If an alternate language is used, 
in addition to a default language, the entry in the next field will deter-
mine an activating digit.
NOTE
In order to make the system truly multi-lin-
gual, all 
emaGEN prompts should be
recorded in the desired languages.
Legal values:any mailbox number in system 
Default:Blank
Action:Select from the drop list.
Legal values:any mailbox number in system 
Default:Blank
Action:Select from the drop box.
Legal values:1-9 / 1-9
Default:1/1
Action:Enter the number of rings for day/night 
mode.
Legal values:Language default/Alternate Language
Default:English/English
Action:Select from the drop box. 
						

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Language digit
If an alternate language is being used, any time while listening to the 
opening message a caller can select this digit and toggle between 
the two languages.
NOTE
It is important to make mention of this digit
when recording the opening message.
WARNING 
Do not conflict with other entries in the con-
version table!!!
10.3 DEPARTMENT --> PROPERTIES DIRECTORY MODE
Play directory
These fields are used to control the directory assistance list feature. 
In addition to the lookup directory assistance, in which a caller can 
dial the digits of the  party’s name, 
emaGEN also contains an option 
to play the entire list of mailbox owners and their mailbox number. Af-
ter pressing the Directory assistance key field (usually 9 - or as se-
lected in Site --> Settings --> Special Keys), the caller may press # 
to listen to the list. This option can be used in two ways:
Pre-recorded file: The system administrator can record a file for 
each department (291.eng for department 1, 292.eng for depart-
ment 2 etc.). This file contains the recording of the list of names 
and mailbox numbers of all department members.
List: 
emaGEN plays the list of names of all mailboxes and the 
mailbox number according to the internal database. Owners who 
wish not to be included in the list may enter a space before the 
first and last name in Mailbox administration, and 
emaGEN 
will skip their name when playing the list.
To deactivate the directory assistance and use only a pre-recorded 
list of names, use the Prerecorded only option. As soon as 9 is 
pressed for directory assistance, the directory list is played. If the 
List only option is selected, the system  will automatically play the 
mailbox list.
When using the Normal option, the caller will be prompted to enter 
Legal values:1..9
Default:7
Action:Select from the drop box. 
						

							Section 10:  DEPARTMENTS
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a three digit entry. The # key will not be active.
When using the Prerecorded and List options, the caller will be 
prompted to enter a three digit entry or press the # key to listen to a 
list of names.
When using the Prerecorded only and List only options, the caller 
will hear a list of names. There will be no further input of digits. 
10.4 DEPARTMENT --> WORKING HOURS
Figure 10-2    Department --> Working Hours screen
Opening
This is the time that the Day Mode starts.
Leaving this field with an entry of 00:00 tells 
emaGEN to stay in pre-
vious operating mode continuously.
Legal values:Normal, Prerecorded, List, Prerecorded only, 
List only
Default:Normal
Action:Click the button.
Legal values:12:00AM – 11:59 PM
Default:08:00 AM
Action:Select a time. 
						

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Lunch time
This is when the Lunch period begins. If not used, enter 12:00AM.
Lunch over
This is the time that the Lunch period ends.
Closing
This is the time that the Night Mode starts.
10.5 DEPARTMENT --> PROPERTIES CONVERSION TABLE
[1], [2],...[9] -- Single digit dialing
Each of these fields instructs 
emaGEN to transfer the call to a spe-
cific mailbox or script mailbox in response to a single digit keyed by 
the caller. The conversion table is used in conjunction with the Con-
version table timeout field (Site --> Settings --> System Parame-
ters). If the time-out is reached after one digit is pressed, 
emaGEN 
checks the conversion table to verify the digit has a corresponding 
mailbox. 
Application: You can direct callers to special application files, cre-
ated using the system application generator (the “Gen”).
Legal values:12:00AM – 11:59 PM
Default:12:00AM
Action:Select a time.
Legal values:12:00AM – 11:59 PM
Default:12:00AM
Action:Select a time.
Legal values:12:00AM – 11:59 PM
Default:
Action:Select a time.
Legal values:Any valid mailbox number
Default:Blank
Action:Select from the drop box. 
						

							Section 10:  DEPARTMENTS
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10.6 DEPARTMENT --> DIRECTORY ASSISTANCE
Figure 10-3    Department --> Directory Assistance screen
The Directory Assistance screen is used for two purposes:
 Speech recognition Automated Attendant
 Key Press Directory Assistance
Names can be imported from the mailbox list, and you can also enter 
new names into this list and associate them with mailboxes.
10.6.1 Speech recognition automated attendant
You can define for each name in this table, based on the operation 
mode of the system, to which mailbox the call be routed and in which 
manner. 
Use the action field to determine if the call should be transferred to 
the owner’s extension, take a message for this mailbox or enter as 
an owner.
For example, you can define that upon recognition of the word “Jim” 
the call will be transferred to mailbox 102, upon recognition of the  
						

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words “message Jim” the call will be transferred to mailbox 102 to 
leave a message, and upon recognition of  the  words “user Jim” the 
caller will be prompted to enter the password in mailbox 102.
You may define multiple names pointing to the same mailbox. By this 
you can have the same user be accessed through their first name, 
last name or any combination as well as nicknames or department 
names.
10.6.2 Key press directory assistance
When callers request the directory assistance feature, 
emaGEN 
checks this table for matches. Only the Day table is used for Key 
Press Directory Assistance, and the Action field does not play a part.
You may define multiple names pointing to the same mailbox. By this 
you can have the same user be accessed through their first name, 
last name or any combination as well as nicknames or department 
names.
10.6.3 Adding and removing names
To add a new name:
1. Click the [NEW] button.
2. Add the required name.
To display the full list of names:
 Click the [SAVE] button.
To get existing names from the mailboxes of the current department:
 Click the [IMPORT MAILBOXES] button
To remove a name:
1. Click the Remove check box alongside the name.
2. Click the [SAVE] button.
To remove all names:
1. Click the Clear All hyperlink.
2. Click the [SAVE] button. 
						

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10.7 SETTING UP SPEECH RECOGNITION
NOTE
In order to assure proper functioning of the
Speech Recognition feature, it is recom-
mended that adequate memory be installed
in the 
emaGEN-PC. 
128 MB memory should be added to an
emaGEN-PC with an initial memory of 128
MB, for every four additional voice ports
installed in the system -- when upgrading
from the initial four voice ports.
Speech recognition works by training the system to recognize names 
and pronunciations. It is speaker independent, so you only need to 
train the system once for each name. However, in some cases ac-
cents can influence the recognition and it is recommended to train 
the system specifically for those names that are not recognized with 
the original accent.
There are three steps to setting up the speech recognition engine:
1. Defining all the names the system is to recognize.
2. Recording the names and adding to the pronunciation table.
3. Defining for each recognized name:
 which mailbox it corresponds to and 
 by which method to open that mailbox.
See Section 10.6.1.
10.7.1 Defining names
From any of the Site Parameters screens, click the Speech Recog-
nition folder link. 
The Speech Recognition screen -- shown in Figure 10-4, below -- ap-
pears. 
						

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Figure 10-4    Site --> Speech Recognition screen
On this screen, you can add and remove names to/from the list. 
Add all the names you would like to add to the pronunciation list. 
Each name corresponds to a prompt number, which you use to 
record the name through the phone (see Section 10.7.2, below). 
Names should be entered without spaces. 
Examples:
 To add the name “John” to the table, select a prompt number 
and type: 
                                JOHN
 To add the name “John Wayne” to the table, select a prompt 
number and type:
                            JOHNWAYNE
 To add the expression “User John” to the table, select a 
prompt number and type: 
                             USERJOHN
 
 
  
						

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10.7.2 Adding names to the pronunciation table
1. Call into the system and enter as an administrator.
2. Select option 9 from the administration menu – Speech recogni-
tion.
You will then be prompted to enter a file number. These numbers 
correspond to the numbers you entered in the Directory Assis-
tance table in Section 10.6, above.
After selecting the file number, you can record it, add to pronun-
ciation file, remove from the pronunciation file or listen to the 
name you recorded.
3. First record the name 
and then 
-- press 2 to add the name to the pronunciation file. 
The system will confirm the name was added successfully or 
wasn’t added. 
4. If the name was not added (this may be due to an unclear pro-
nunciation): 
-- rerecord it 
and 
-- try to add it again.