VoiceTrak Avm Getting Started Manual

							VoiceTrak  AVM 6 
Getting Started 
 
 
 
 
 
 
 
 
VoiceTrak, LLC 
 
5089-C Bristol Ind. Way 
Buford, GA 30518 
770-945-1776  •  770-945-8602 -fax: 
 
  
						

							Contents 
Using this Manual 3 
Theory of Operation 3 
Answering a Call........................................................................\
.................................3 
Checking for integration information........................................................................\
..4 
Playing the main greeting........................................................................\
....................4 
Processing the call........................................................................\
...............................4 
Transferring the call to an extension........................................................................\
...4 
Disconnecting when the caller hangs up.....................................................................5 
Installing Voice Connection 5 
Introduction........................................................................\
.......................................................5 
System Requirements........................................................................\
........................................6 
Installing the voice board........................................................................\
...................................6 
Installing the Board in the Computer...................................................................\
........6 
Installing the security device........................................................................\
.............................7 
Installing the Voice Connection software........................................................................\
..........7 
About the use of other utilities........................................................................\
............8 
Installation with the Telephone System 8 
Connecting to the Telephone System........................................................................\
................9 
Programming the Telephone System........................................................................\
.................9 
Assigning the Extensions........................................................................\
....................9 
Telephone Ringing Assignments........................................................................\
.........9 
Primary Answering Position........................................................................\
................9 
Secondary Answering Position........................................................................\
............9 
Night Answering Position........................................................................\
.................10 
Integration with the Telephone System........................................................................\
...........10 
Signaling Information........................................................................\
........................10 
Programming the Sprint PROTEGE’ Telephone System........................................................11 
Setting up a Voice Mail Group........................................................................\
..........11 
Call Handling Settings........................................................................\
.......................11 
Identifying the Extensions.........................................................................\
................11 
C.O. Line Handling........................................................................\
...........................11 
Using Voice Connection as a Recorded Announcement Device for UCD Groups...12 
Testing the Telephone System Connection........................................................................\
......12 
Programming the Voice Connection Database 13 
Starting Voice Connection for the First Time........................................................................\
..14 
Entering the system password........................................................................\
..........................14 
System Parameters Setup........................................................................\
.................................15 
Mailbox Setup........................................................................\
..................................................17 
Voice Connection Getting Started Contents  •  i  
						

							Types of Mailboxes........................................................................\
...........................17 
Accessing Mailbox Setup........................................................................\
..................19 
Adding Mailboxes........................................................................\
.............................19 
Editing Mailboxes........................................................................\
.............................20 
Editing Combo Mailboxes........................................................................\
.................20 
Editing a User Mailbox........................................................................\
.....................22 
Extension Setup........................................................................\
...............................................23 
Editing and Deleting Extensions........................................................................\
.......25 
Main Greeting Setup........................................................................\
........................................25 
Mailbox Selection........................................................................\
..............................26 
Creating and Assigning the Mailbox........................................................................\
.26 
Recording System Greetings 28 
Recording Greetings for System Mailboxes........................................................................\
....28 
Recording Directory Information........................................................................\
....................29 
Summary 29 
 
ii  •  Contents Voice Connection Getting started   
						

							Using this Manual 
This manual is intended to be a guide for installing and making Voice Connection 
operational under a minimum configuration.  Follow the sections in the order they 
appear.  It is important to complete all of the steps in each section and verify that 
everything is functioning properly at the end of each section. 
It is particularly important to verify proper operation of the telephone system before 
connecting the Voice Connection system.  Refer to Testing the Telephone System 
Connection in the Installation with the Telephone System section of this manual for 
details. 
If you encounter problems after completing all of the steps in this manual, contact 
Voice Connection technical support for assistance. 
Theory of Operation 
Voice Connection is a sophisticated call processing system housed in a personal 
computer.  The computer is connected to your telephone system through industry 
standard analog extensions.  Regardless of its sophistication, Voice Connection 
appears as a single line telephone connected to your telephone system.  Try to 
imagine the call processing system as no more than a person sitting at a single line 
telephone answering the telephone when it rings, transferring calls to other 
extensions and taking messages. 
This section will provide a brief description of how calls are processed by the Voice 
Connection system. 
Answering a Call 
When the telephone system directs a call to an extension connected to one of the 
ports in the Voice Connection system, ringing current is present.  Voice Connection 
Voice Connection Getting Started Using this Manual  •  3  
						

							detects the ringing current and begins counting the number of times the extension 
rings.  Your Voice Connection system is programmed to answer the call after a pre-
set number of rings (the default setting is one ring).  When the correct number of 
rings has been detected, the Voice Connection answers the call by coming off hook 
on the ringing port. 
Checking for integration information 
It is important that your telephone 
system be programmed to send the 
proper integration information. 
When the call is answered, Voice Connection will wait for integration information to
be passed from the telephone system.  The length of time Voice Connection waits is 
determined by the integration delay setting found in the system parameters (the 
default setting is one second). 
If information is received during this time, Voice Connection will route the call to a 
mailbox or other location as directed by the information received. 
Playing the main greeting 
If no information is received or if your telephone system sends C.O. line appearance 
information, the call is routed to the mailbox designated to receive the call.  This 
mailbox is identified in the auto attendant greeting setup programming.  Voice 
Connection sends the call to the mailbox associated with the day of the week and 
when received the mailbox will play the appropriate greeting for the time of day that 
the call was received. 
If no mailbox is assigned or no greeting is recorded in an assigned mailbox, a default 
greeting will play. 
Processing the call 
While the main greeting is playing and for a short period afterwards, Voice 
Connection is waiting to receive touch-tone digits.  When the caller enters a menu 
choice or other information, Voice Connection examines the information received.  
The information is first checked to determine if a valid extension was entered and if 
true transfer the call.  If a valid extension number was not entered, Voice Connection 
then determines if the information received is a valid mailbox and if true routes the 
call to the appropriate mailbox.  If neither condition is valid, the caller will receive 
an error message stating the entry was invalid. 
Transferring the call to an extension 
When Voice Connection determines the information entered is a valid extension, the 
call is transferred.  A brief description of the two types of call transfers follows. 
Blind Transfer 
This is the most common type of call 
transfer.  It allows the call processing 
system to receive another call on the 
voice port as soon as the transfer is 
completed. 
When a blind transfer occurs, Voice Connection performs a hook flash putting the 
caller on hold.  After a one second pause Voice Connection dials the extension 
number of the telephone that will receive the call and hangs up.  The telephone 
where the call was transferred will ring and when answered will be connected the 
calling party. 
It is important to realize that once Voice Connection hangs up, the call is under the 
control of the telephone system.  The call will remain under the control of the 
4  •  Contents Voice Connection Getting started   
						

							telephone system until the telephone system directs the call back to Voice 
Connection.   
Supervised Transfer 
Voice ports remain busy during this 
operation and are not available to 
receive another call until the call is 
answered or the calling party hangs 
up. 
When a supervised transfer occurs, Voice Connection performs a hook flash putting 
the caller on hold.  After a one second pause, Voice Connection dials the extension 
number of the telephone that will receive the call and monitors the line.  If the 
telephone answers the call, Voice Connection will detect the answer and hang up and
the caller will be connected to their party. 
If the telephone is not answered or is busy, Voice Connection will perform a hook 
flash retrieving the caller from hold and route them to the appropriate mailbox. 
Disconnecting when the caller hangs up 
Voice Connection is constantly monitoring the line while connected to a caller.  
Many telephone systems provide a disconnect signal to Voice Connection when a 
caller hangs up.  This signal can be in the form of a loop current drop, reorder (fast 
busy) tone or a DTMF digit.  When a recognized disconnect signal is received, Voice 
Connection will hang up immediately. 
If no signal is received from the telephone system, Voice Connection will time out 
and hang up.  The length of time will depend on the progress of the call within Voice 
Connection and may take as long as one minute. 
 
Installing Voice Connection 
Introduction 
Voice Connection is a complete automated attendant / voice mail system designed to 
provide reliable service through state of the art voice processing technology.  Voice 
Connection systems are available in both turn key and software only configurations.  
Turnkey systems are pre-configured at the factory and come complete with operating 
system software and Voice Connection software and hardware installed.  Expansion 
kits are available in two or four voice port configurations. 
 
Voice Connection is compatible with a variety of telephone switching systems.  
Voice Connection can also be installed as a stand-alone system connected directly to 
telephone central office lines. 
Voice Connection Getting Started Installing Voice Connection  •  5  
						

							The Voice Connection system can also provide Fax on Demand when optional 
hardware is installed. 
System Requirements 
• PC 386 DX33 or better 
• DOS 6.2 
• 1 Mb RAM for each voice port installed 
• Mouse 
• VGA Graphics 
• 1 Gig Hard Drive (will provide 45 hours of storage) 
• VGA Monitor (required only for programming the database) 
• Keyboard (required only for programming the database) 
 
 
 
Installing the voice board 
If you have purchase a turnkey system you may skip this section. 
Your Voice Connection System has been shipped with a voice board manufactured 
by Rhetorex, Inc.  The voice board acts as the interface between the telephone lines 
and the Voice Connection system.  Calls made to your voice mail system are 
answered by the voice boards, which then signal the call processing system that a 
call has been received.  The call processing system then plays the appropriate 
greeting message to the caller.  The voice board supplies the tones for outgoing calls.  
Call progress is also monitored by the voice board allowing it to detect ringing, busy 
and disconnect signals from the telephone lines. 
The voice boards are configured in both two and four port configurations, with each 
port connected to one telephone line.  The boards utilize industry-standard RJ14 
connectors, allowing two telephone lines for each connector. 
Follow steps outlined in this section when installing new voice boards or replacing 
defective boards. 
To order additional or replacement boards, call your local Voice Connection dealer.  
Installing the Board in the Computer 
Before installing the voice board in the computer make sure that the power is turned 
off and that the power cord has been unplugged from the back of the computer. 
1.  Remove the screws from the back of the computer. 
2.  Carefully remove the cover.   
3.  Locate a free bus slot that has an ISA (Industry Standard Architecture) or EISA 
(Enhanced Industry Standard Architecture) edge connector. 
6  •  Contents Voice Connection Getting started   
						

							4.  Carefully seat the board into the slot and fasten it into the computer.  Make sure 
the board is firmly seated and fastened.  If you have any doubts as to the firmness of 
the connection, DO NOT TURN THE POWER ON.  If necessary, remove the card 
and re-seat it before continuing.  
5.  Replace the cover, the screws and all cords. 
Note:  If you are installing more than one voice board in a system, additional 
board settings are necessary.  Refer to the Installation and Maintenance manual 
for details or contact Voice Connection technical support. 
Installing the security device 
Voice Connection is shipped with a security device that must be installed.  You will 
find the device in the envelope that contains the Voice Connection software.  
Retrieve the device from the envelope and attach it to the parallel port (this is the 
same location used for connecting a printer) on the back of the computer. 
Connect the monitor, mouse and keyboard before continuing. 
 
Installing the Voice Connection software 
If you purchase a turnkey system, you may skip this section. 
Voice Connection can only operate as 
a stand-alone system with no other 
programs running.  Therefore, we 
recommend that you start the 
installation with a newly formatted 
hard drive. 
If you have purchased a software or software and voice board package then you will 
need to install the Voice Connection software on your hard drive.  The software 
installation should only be done after all hardware and voice boards have been 
installed in the computer. 
1.  If the system does not have MS-DOS 6.22 installed then it must be installed 
before proceeding.  Install MS-DOS in a separate directory named DOS.  Please 
refer to the documentation received with your DOS software for proper installation. 
2.  Place the Voice Connection software disk 1 into the floppy drive. 
3.  From the root directory of the C: drive type A:\INSTALL. 
4.  The software will load automatically onto your hard drive.  Follow the prompts 
on the screen and change disks as necessary. 
5.  When all of the disks have been loaded, restart the computer by pressing the reset 
button or turning power off and back on again. 
6.  The system will restart and the main screen of Voice Connection will be 
displayed. 
7.  The database programming may now be entered. 
The software installation program will install several configuration files, including 
new config.sys, autoexec.bat and memory management files.  DO NOT change any 
of the settings or location of these files.  This can result in serious or total loss of 
system performance. 
Voice Connection Getting Started Installing Voice Connection  •  7  
						

							About the use of other utilities 
The installation of other Utility 
programs may void your warranty. Please note that Voice Connection has already provided for disk caching.  Therefore, 
the use of another disk caching utility such as SmartDrive will not only degrade the 
performance of your Voice Connection system but may cause it to become unstable 
under heavy use.  UNDER NO CIRCUMSTANCES CAN ANY DISK 
COMPRESSION PROGRAM SUCH AS DRIVE SPACE BE INSTALLED. 
 
 
 
 
 
Installation with the Telephone 
System 
Important:  Make sure that your test your telephone system setup.  Refer\
 to the 
section on Testing the Telephone Connection at the end of this section. 
Voice Connection is designed to work with telephone systems that are capable of 
supporting industry-standard touch-tone telephones (2500 set), such as the ones 
which, more likely than not, are installed in your home.  Incoming lines from the 
telephone company central office may also be plugged directly into the Voice 
Connection system. 
If you are installing Voice Connection with a business telephone system then the 
following conditions must be met: 
1.  The telephone system must be capable of supporting industry standard 2500 
telephones, either directly or through OPX circuits. 
2.  The telephone system must be capable of placing a call on hold from the 2500 set 
by momentarily depressing the hook switch or flash button. 
3.  After placing the call on hold, the telephone system must be able to transfer the 
call to another extension by dialing the extension number. 
4.  If the Voice Connection system is to be used to direct callers (day or night) then 
the telephone system must be capable of directing the incoming calls to ring on the 
extensions assigned to the Voice Connection system. 
8  •  Contents Voice Connection Getting started