Vodavi Infostar Vx2 System Administrators Manual

							Custom Call Routing 
PARTS DEPARTMENT 
And finally the Parts department: 
, 
1. Enter EXC for the company. The cursor moves to CCR. 
2. Enter the number of the record to be programmed (in this case it is 1) , and press the RETURN key. 
The cursor moves to Msg #. 
3. Enter the number of the message (menu/greeting) to be programmed (in this case it is 4). The system 
should display the message, “Information not found, press 4 to continue.” Press the RETURN 
key. 
4. Using the RETURN key to move around the screen, enter the information shown in Figure 8-8. 
5. When all desired fields are complete, press the F5 key to save. The system prompts for confirmation. 
Press Y to save the information, and N to return to the screen and change something. We will record 
the message for this menu later. 
[CCR MAILBOX SCREEN] 
CCR[OOOOOOl] MSG#[I] 
MSC MUST BE HEARD (Y/N) 
[Nl OPEN [ 
-1 L:- - : ] FROM/TO 
OTHER TIMES COT0 [-][ 
-1 L-1 
GET INPUT 
I [I]IE][314o -I[-] 1 [21[El[3145- I LI T 131 LI [III 
1 [41[-I[- 1 I-1 1 151 Ll I- IL1 1 I~l[-l[- I I-1 I 
[71 [-I [ -1 t-1 [81 f-1 [ -1 L-1 [Ql [-I [ 
-1 L-1 
[*I t-1 t 
-1 t-1 [Ol [El [3001-1 t-1 [#I I-][ -1 t-1 
[C] COT0 NEXT CCR BOX [D] DIAL EXT. SCREENED 
[M] GOT0 MAILBOX [E] DIAL EXT. NOT SCREENED 
ERRORS 
MAX WRONG KEY ERRORS...[2] 
MAX TIME OUT ERRORS......[l] 
MAX ERRORS I-][ 
-1 t-1 MAX TIME OUT [-I[ -1 [-I 
q [F3]cLEAR [FJ]SAVE [FB]DEL [F~]~cR~LL [FB]FIND [m]PREv [F~O]NEXT [ESC]QUIT = 
Figure 8-8 CCR Mailbox For Parts Greeting/Menu 
What this screen tells the system to do is: 
If the caller presses a 1, route the call to telephone system extension 3140. 
If the caller presses a 2, route the call to telephone system extension 3145. 
If the caller presses a 0, route the call to telephone system extension 3001 which is the system opera- 
tor. 
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							Custom Call Routing 
8.9.7 RECORD GREETINGS FOR THE BULLETIN BOARD MAILBOXES 
Mailbox 2001 is the bulletin board mailbox used to give customers directions to reach ABC Cars. 
Mailbox 2002 is the bulletin board mailbox to be used as the after hours greeting. 
NOTE: The system must be on line to record the greetings. 
To record bulletin board greetings for a mailbox, call the mailbox as a subscriber, enter the mailbox’s 
access code, select Personal Options, and follow the prompts to record an appropriate greeting. 
8.9.8 RECORD THE CCR MENU/GREETINGS 
After the system has been programmed, a greeting must be recorded for each of the record/messages. 
The greeting for each menu is recorded using both the system administrator’s mailbox and the CCR 
Mailbox programming screen of the record/message number. Use the diagram of the plan to keep 
track of which greetings belong with each CCR menu. To record a greeting: 
If you have been programming the system off line, perform the first 3 steps. If the system is already 
on line begin with step 4. 
1. From the Main Menu press the F3 key, then press 
1. The Run Dialogue screen appears. 
2. Press the 
F5 key, and then press Y to confirm. 
3. Press the RETURN key to put the system on line. 
4. Press the 
F8 key. The On Line Programming screen appears. 
5. Press the 
I key. The CCR Mailbox screen appears. 
6. Select CCR Mailbox 
1 and message number 1. The F9 and FlO keys can be used to scroll through the 
CCR Mailboxes. 
7. Call the system from a nearby touch tone telephone. 
8. When the system answers, press 
q . 
9. Enter the system administrator’s mailbox number and access code. 
10. Press a for greetings and 
q for record. The system is ready to record the greeting for the CCR 
Mailbox and message number displayed on the monitor. 
11. Make certain CCR 0000001 Msg# 1 is displayed on the screen. Record a greeting similar to the follow- 
ing, then press 
El. 
“Welcome to ABC Cars. If you wish new car sales, press one. For used car sales, press 
two. For parts department, press four. For service, press five. For directions to ABC Cars, 
press six. To reach an operator, press zero. If you are using a rotary telephone, please stay 
on the line and someone will assist you.” 
12. Display CCR 0000001 Msg# 2 on the screen. Record a greeting similar to the following (yes, it is the 
same greeting as the Msg# l), then press a. 
“Welcome to ABC Cars. If you wish new car sales, press one. For used car sales, press 
two. For parts department, press four. For service, press five. For directions to ABC Cars, 
press six. To reach an operator, press zero. If you are using a rotary telephone, please stay 
on the line and someone will assist you.” 
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							Custom Call Routing 
13. Display CCR 0000001 Msg# 3 on the screen. Record a greeting similar to the following, then pressm. 
“New Car Sales: For information on Chrysler cars, press one. For Ford cars, press two. 
For GM cars, press three.” 
14. Display CCR 0000001 Msg# 4 on the screen. Record a greeting similar to the following, then press a. 
“Parts Department. For information on the price of a part or availability, press one. To 
check on an order previously, placed press two.” 
At this point the system is programmed for CCR operation. The last task to be accomplished is to 
program the system ports to route calls to Custom Call Routing rather than normal voice mail. This is 
accomplished on the 
Run Dialogue screen. 
8.9.9 PROGRAM RUN DIALOGUE SCREEN 
Program the Run Dialogue with the starting point for this example (T CCRBX 0001): 
1. 
2. 
3. 
4. 
5. Take the system off line (press F4, F7, and then ESCAPE). The system prompts “START SHUT- 
DOWN PROCESS (Y/N)?” 
Press the Y key. The system displays 
the Run Dialogue screen. 
Using the 
RETURN key to move the cursor, enter T CCRBX 0001 to route calls to CCR Mailbox 1 
message 1. The 
Fl key may be used to clear a field. 
Enter the new starting point for each of the system ports. 
When all the ports have been programmed, save the information by pressing F5 and then Y. Press the 
RETURN key, to place the system on line. 
i-1 1 
23 t --i [-I[ 24 t -3 
02/04/91 12:29 
8.25 
Figure 8-9 Run Dialogue Screen Programmed For CCR 
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							Custom Call Routing 
8.10 EXAMPLE 3 - CCR AS AN AUTO ATTENDANT 
Custom Call Routing can also perform the same tasks as the automated attendant feature by using special 
mailbox types. Let’s take Example 2 and modify it such that if the caller knows the extension number of the 
person they want to reach, they can dial it as soon as the VX2 system answers the call. 
In Example 2, digit 3 was reserved on the main menu. This was because 3 is the leading digit in the 
telephone system extension numbers. There are three modifications to be made: 
l A mailbox must be created to accept the input to CCR and route it to the auto attendant tasks. 
0 The main CCR menu must be programmed with the new mailbox. 
0 The main CCR menu greeting must be changed so callers know they can dial an extension num- 
ber. 
8.10.1 CREATE THE MAILBOX 
Create a mailbox with a mailbox type of 14. This is a special type used when Custom Call Routing is 
to be used as an auto attendant. The DTMF digit on the CCR menu used to reach this type mailbox 
is taken as the leading digit in the extension number. The system waits for the remaining digits to be 
dialed (based on the number of digits in an extension number from the 
PBX Parameters screen) then 
transfers the call to that extension. This example will use mailbox 2014 as the type 14 mailbox. 
8.10.2 MODIFY THE FIRST CCR MAILBOX 
If the system is off line system, from the Main Menu press the Fl key, then press 4. If the system is 
on line system, press FS, then I.The 
CCR MaiZbox screen appears. CCR 1 Msg# 1 should appear. If 
not, use the F9 or FlO key to display CCR 1 MS@ 1. Add mailbox 2014 to both the weekday main 
menu (CCR 1, Msg# 1) and the Saturday main menu (CCR 1, Msg# 2). 
1. Use the RETURN key to move the cursor to 
the digit 3 field, and enter M 2014, then press the 
RETURN key. 
2. Press the F5 key to save the information. The system prompts for confirmation. Press Y to save, or N 
to return to the screen and change something. 
[CCR MAILBOX SCREEN] 
CCR[OOOOOOl] MSC#[l] 
MSG MUST BE HEARD (Y/N) 
[Nl OPEN [23456 ] [07:00 - 22:00] FROM/TO 
OTHER TIMES-&TO [C][OOOOOOl][2] 
GET INPUT 
[l][c][ooooool][3] 
[21[El[4oI 
[43[c][ooooool][4] [51 [El [3155-l l-1 [61 [Ml [000~00~1 Ll 
[71[-I[ -1 L-1 [al [-I[ -1 L-1 IDI L-1 [ -1 I-1 
[*I WI [00020~21 l-1 
[Ol [El [3ccl-1 l-1 [#I [Ml [00020~~1 i-1 
[C] GOT0 NEXT CCR BOX [D] DIAL EXT. SCREENED 
[M] GOT0 MAILBOX 
[E] DIAL EXT. NOT SCREENED 
MAX WRONG KEY ERRORS...[2] MAX TIME OUT ERRORS.... 
MAX ERRORS [-I[ 
-I[-1 jFY  MAX TIME OUT [-I[ 
c [F~IcLEAR [F~]SAVE [FG]DEL [F7]scRoL~ [F8]FIND [m]PREv [FIOINEXT [ESC]QUIT : 
Figure 8-10 Weekday Main Menu With Mailbox 2014 Added 
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							Custom Call Routing 
8.10.3 CHANGE THE CCR MENU/GREETINGS 
The weekday and Saturday greeting must be recorded with instructions including dialing an extension 
number. The greetirig for each menu is recorded using both the system administrator’s mailbox and 
the CCR Mailbox programming screen of the record/message number. 
If you have been programming the system off line, perform the first 3 steps. If the system is already 
on line begin with step 4. 
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. 
9. 
10. 
11. 
12 From the Main Menu press the F3 key, then press 1. The Run Dialogue screen appears. 
Press the F5 key, and then press Y to confirm. 
Press the RETURN key to put the system on line. 
Press the F8 key. The On Line Programming screen appears. 
Press the I key. The CCR Mailbox screen appears. 
Select CCR Mailbox 1 and message number 1. The F9 and FlO keys can be used to scroll through the 
CCR Mailboxes. 
Call the system from a nearby touch tone telephone. 
When the system answers, press a. 
Enter the system administrator’s mailbox number and access code. 
Press 
q for greetings and q for record. The system is ready to record the greeting for the CCR 
Mailbox and message number displayed on the monitor. 
Make certain CCR 000000 1 Msg# 1 is displayed on the screen. Record a greeting similar to the follow- 
ing, then press m. 
“Welcome to ABC Cars. If vou know the extension number of the Derson vou are calline, 
dial it now. If you wish new car sales, press one. For used car sales, press two. For parts 
department, press four. For service, press five. For directions to ABC Cars, press six. To 
reach an operator, press zero. If you are using a rotary telephone, please stay on the line 
and someone will assist you.” 
Display CCR 0000001 Msg# 2 on the screen. Record a greeting similar to the following (yes, it is the 
same greeting as the Msg# l), then press 
q . 
“Welcome to ABC Cars. If vou know the extension number of the person you are calling, 
dial it now. If you wish new car sales, press one. For used car sales, press two. For parts 
department, press four. For service, press five. For directions to ABC Cars, press six. To 
reach an operator, press zero. If you are using a rotary telephone, please stay on the line 
and someone will assist you.” 
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							Custom Call Routing 
CCRMAILBOX[ 1 [ 
, RECORD 
MESSAGE # 
OPEN [ 1 r: - : 1 
- 
DAYS OF FROM TO 
THE WEEK 
DESTINATION 
MUST HEZAR ENTIRE GREETING u (Y or N) WRONG KEY ERRORS u 
TIME OUT ERRORS U 
When caller 
dials: Route call to: Description - Where the call is routed & why 
cl 
1 
uL---lu 
C,M,D,E 
0 5 
UUU 
cl 6 
LlL--Ju 
pi-J (Ll-IU ( 
C - Go to next CCR box 
M - Go to mailbox 
GREETING/MESSAGE: 
D - Transfer to extension screened 
E - Transfer to extension not screened 
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							Section 9 - Outdial 
. 
9.1 INTRODUCTION 
The system uses the optional outdial feature to call subscribers and notify them that a new message 
has been received in their mailbox. Subscribers can control how they want this feature to work. 
A 
subscriber specifies: 
0 The telephone number where they can be reached. This number may be a telephone system (or 
Centrex) extension, a local or long distance telephone number, or the telephone number and 
dialing sequence of a pager. 
NOTE: If the telephone number is a PBX extension, be aware of call forwarding. The 
outdial call should not be call forwarded back to the VX2. Otherwise, the outdial message 
will be recorded as a new message. Make certain the timer for call forward - no answer is 
longer than the VX2’s timer for an unanswered call (default value is 4 rings). 
l An alternate telephone number. 
0 The type of message that causes an outdial call. A subscriber can specify either all new messages, 
or only priority new messages. In addition, a subscriber can limit outdialing to messages from a 
member of a group list, or from a particular mailbox. 
0 How long the system waits after the message has been received before placing the outdial call. 
0 A schedule of when the system is allowed to call the subscriber. 
0 The number of times the system is to attempt to reach the subscriber. 
9.2 MAILBOX USER 
A subscriber controls the outdial feature via telephone using the message notification portion of the 
Personal Options menu. 
Each mailbox user may establish 2 outdial schedules and an override schedule for weekdays and for 
weekends. Schedules 1 and 2 can be programmed to accommodate time gaps in the same day. For 
example, 
I want the system to call me at home from 6:00 am to 8:00 am and then again from 6:OO 
pm to 8:OO pm. Schedule 3 is the override schedule. 
When a subscriber selects outdialing (4 under Personal Options) the system tells the user if outdial is 
active. If a user has activated Schedule 3 (the override schedule), the system will tell the user that 
too. 
The system allows each mailbox user to specify up to 9 outdial bins (numbered l-9), each of which 
can contain an extension number, telephone number, or pager sequence. Each outdial bin may con- 
tain up to 46 digits. A mailbox user may enter a pause (required in some pager sequences) by enter- 
ing *. 
A user may specify an alternate bin number. If the system fails to reach a user at the primary bin 
destination after the programmed number of attempts, it will automatically attempt to notify the user 
at the alternate bin destination using the same number of attempts. If after this, the system still has 
not reached the user, no further attempts are made. 
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							Outdial 
9.3 SYSTEM ADMINISTRATIQN 
As system administrator, you program each mailbox to allow outdialing using the Mailbox Set-up 
screen. You can also setup and/or review the outdial schedule for a subscriber via the monitor and 
keyboard using the 
Mailbox Bin Number screen and Outdial Schedule screen. You should record the 
company name which is used as part of the outdial greeting. This is accomplished using the system 
administrator’s mailbox. 
9.3.1 RECORDING THE COMPANY NAME FOR OUTDIAL GREETING 
You should record the company name which is used as part of the outdial greeting using a system ad- 
ministrator mailbox. As soon as an outdial call is answered the system plays, “This is the (recorded 
company name) voice mail system with a message for (recorded mailbox name). If you are an opera- 
tor, please transfer this call to (recorded mailbox name). If (recorded mailbox name) cannot be 
reached at this number, please dial star, and please have (recorded mailbox name) call the (recorded 
company name) voice mail system. If you are (recorded mailbox name), dial your access code now.” 
If there is no recorded Company name, or if the name has been erased, the greeting is still played, 
but without the Company name, “This is the voice mail system with a message for (recorded mailbox 
name). If you are an operator, please transfer this tail to (recorded mailbox name). . .” 
To record the Company name: 
cl 
1 Greetings - 2 Record - 7 
cl L-l Company --) Record the 
# -m 
Name name, then press 0 System replays 
name 
9.3.2 PLAYING THE COMPANY NAME 
You may play the company name at any time. 
0 
1 Greetings - 1 Listen - 7 
cl cl FaiEany + System plays 
company name 
9.3.3 ERASING THE COMPANY NAME 
You may erase the company name at any time. 
e 1 Greetings - 3 Erase - 7 
0 
0 Company 
Name 
9.4 SYSTEM PROGRAMMING FOR OUTDIAL 
The programming of the outdial schedule can be done either by the mailbox user via telephone, or by 
the system administrator using the monitor and keyboard. 
The Mailbox Bin Number screen is used to 
program the users’ telephone numbers. 
The Outdial Schedule screen is used to program the user’s 
schedule. 
The Outdial Parameters screen is used to program the maximum number of retires and the 
time between retries. The 
Mailbox Set-up screen is used to allow each mailbox to use the outdial fea- 
ture. 
The PBX Functions screen is used to tell the system which port(s) to use for outdial calls. 
NOTE: The instructions given are for programming the system off line. Each of the screens 
mention in the preceding paragraph can be programmed on line. 
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							Outdial 
9.4.1 BBX FUNCTIONS SCREEN - OUTDIAL 
The PBX Functions screen is used to integrate the message waiting indication (MWI) and outdial fea- 
. 
tures. There are several screens are already defined for certain telephone systems. These systems are 
listed in Section 2.3 Auto Integration. If you are connecting the VX2 system to a telephone system 
not listed, this screen should be created (using the same 3-character PBX code as used for MWI) for 
use with outdial. 
The PBX Functions screen is used to designate which ports are to be used to place outdial calls. If no 
screen is programmed (for OCL), or if there are no entries in the Use Port field, outdial will use all 
ports in the system to place outdial calls. If the Use Port field is to be programmed, up to 4 ports can 
be programmed to place outdial calls. 
NOTE: It may not be desirable to leave the Use Ports field blank for a system with large 
group lists whose members are programmed for outdial. One message to such a group list 
would utilize every port in the system to place outdial calls. 
From the Main Menu, press the F4 key, then press 3. The PBX Functions screen appears. See Figure 
9-1. The ESCAPE key can be used at any time while in this screen to return to the Main Menu. 
[PBX FUNCTION SCREEN] 
I 
PBX CODE IDS 
FUNCTION OCL 
II 
DTMF SET ON...,... 
SET OFF..,... 
DATA SET ON ....... 
SET OFF ...... 
FLAGS ........ 
L-1 i-1 L-1 I-1 [-I Ll 
USE PORT .... 
[3-l 14-I L-1 L-1 
[FB]Clear [F5]Save [FG]D~~ [FI]Scroll [FB]Find [F9]Prev [FlO]Next [Esc]Quit 
Figure 9-l Example PBX Functions Screen Using Ports 3 and 4 For Outdial 
At the top of the screen in the left corner is a place to enter the telephone system code. This is a 
3-character code used to define which telephone system the VX2 system is being integrated with. This 
code must be the same code used on the Line Set-up screen and the PBX Parameters screen (System 
code and PBX code are the same thing). 
NOTE: The F9 and FlO keys can be used to scroll back and forth through the records. 
1. -Enter the 3-character system (PBX) code. For example, IDS for the EXECUTONE IDS. The cursor 
moves to Function. 
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							Outdial 
2. Enter OCL. The system prompts for confirmation. Press Y. The present PBX Functions programming 
is displayed. 
, 
3. Press the down arrow key until the cursor reaches Use Port. 
4. Enter the port number(s) which are to be used for outdial. 
Press the RETURN key after each entry. If 
no ports are entered, the system uses all ports for outdial. 
5. Press the 
FS key to save the screen. The system prompts for confirmation. Press Y if all information is 
correct. Press N to cancel the request to save the information. 
NOTE: In software versions prior to release 2.0, if a change is made to a PBX Function 
screen, and the change is saved, the corresponding PBX Parameter screen must also be 
saved (even if no changes were made to this screen). 
9.4.2 MAILBOX SET-UP SCREEN 
The Mailbox Set-up screen must be programmed for each mailbox that is to use the outdial feature. 
Access the screen from the Main Menu (with the system off line) by pressing 
Fl and then 2. For 
each mailbox to use outdial, program the OUT DIAL ALLOWED field to Y (yes). See Figure 9-2. 
CAUTION: Do NOT use the CONTROL and C key combination to move around the 
Mailbox Set-up screen. 
[MAILBOX SCREEN] 
CMP L-1 BOX[ -1 I 
SET BY [-I 
gzg- 
.NEW USER TUTORIAL.[-] GUEST 
7 [II CCR INPUT........[-] GUEST 
: t-i  GUEST _ 
DEPARTMENT........[ 
-1 ATTEND EXT 
SPELL NAME........[ 
i 
q [FB]Clear [Fb]Save [FB]Del [F7]Scroll [FB]Find [F9]Prev [FlO]Next [Esc]Quit : 
Figure 9-2 Mailbox Set-up Screen 
9.4.3 MAILBOX BIN NUMBER SCREEN 
ADDING A BIN NUMBER 
The Mailbox Bin Number screen is used to program the user’s telephone numbers. There are 5 fields 
to be programmed on the screen. From the Main Menu press the 
Fl key, press 8, press 7, then 
press 2. The Mailbox Bin Number screen appears. See Figure 9-3. If there is an existing record, it is 
displayed. Press F3, and then Y to clear the screen. If there are no existing records, the screen is 
blank. 
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