VoiceTrak Voice Mail Auto Attendant System User Guide
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![Page 2
Table of Contents
Introduction___________________________________________________________4
Technical Support______________________________________________________4
Documentation________________________________________________________________________\
____5
Internet:________________________________________________________________________\
_________5
Trademarks___________________________________________________________6
Components___________________________________________________________7
System...](http://img.usermanuals.tech/thumb/5742/86970/w64_voice-trak-install-maint_d-1.png "Page 2
Table of Contents
Introduction___________________________________________________________4
Technical Support______________________________________________________4
Documentation________________________________________________________________________\
____5
Internet:________________________________________________________________________\
_________5
Trademarks___________________________________________________________6
Components___________________________________________________________7
System...")
![Page 4
Global Parameters_____________________________________________________53
Custom Parameters____________________________________________________55
Page 1________________________________________________________________________\
__55
Page 2________________________________________________________________________\
__58
Tips, Troubleshooting and Solutions_______________________________________61
FAXTrak_____________________________________________________________64
Configuring the...](http://img.usermanuals.tech/thumb/5742/86970/w64_voice-trak-install-maint_d-3.png "Page 4
Global Parameters_____________________________________________________53
Custom Parameters____________________________________________________55
Page 1________________________________________________________________________\
__55
Page 2________________________________________________________________________\
__58
Tips, Troubleshooting and Solutions_______________________________________61
FAXTrak_____________________________________________________________64
Configuring the...")
![Page 5
Introduction
Thank you for choosing VoiceTrak for your call processing/voice mail nee\
ds.
The following guide provides an overview of system features and instructions on how to
accomplish routine system maintenance.
This document is intended for both the end user and the installing dealer. Most
VoiceTrak systems are shipped to the dealer with turnkey services provided. All
mailboxes, salutations, mapping and spoken names are loaded onto the sys\
tem. If you
received a turnkey...](http://img.usermanuals.tech/thumb/5742/86970/w64_voice-trak-install-maint_d-4.png "Page 5
Introduction
Thank you for choosing VoiceTrak for your call processing/voice mail nee\
ds.
The following guide provides an overview of system features and instructions on how to
accomplish routine system maintenance.
This document is intended for both the end user and the installing dealer. Most
VoiceTrak systems are shipped to the dealer with turnkey services provided. All
mailboxes, salutations, mapping and spoken names are loaded onto the sys\
tem. If you
received a turnkey...")
![Page 6
Dealers can call for technical support during normal business hours. C\
hoose the
“technical support” option from the main VoiceTrak greeting. Dealers calling after hours
should leave a message in the technical support mailbox that includes the name,
customer name, telephone number, system number, nature of the problem and whether
or not it is an emergency.
Other methods of dealer support available include:
Documentation
Check the VoiceTrak integration notes, if available, on the phone...](http://img.usermanuals.tech/thumb/5742/86970/w64_voice-trak-install-maint_d-5.png "Page 6
Dealers can call for technical support during normal business hours. C\
hoose the
“technical support” option from the main VoiceTrak greeting. Dealers calling after hours
should leave a message in the technical support mailbox that includes the name,
customer name, telephone number, system number, nature of the problem and whether
or not it is an emergency.
Other methods of dealer support available include:
Documentation
Check the VoiceTrak integration notes, if available, on the phone...")
![Page 8
C
omponents
VoiceTrak turnkey systems are shipped with the following components:
Computer--VoiceTrak is configured on a minimum 80486DX100 MHz mini tower
computer. The computer will house the appropriate Rhetorex audio processing
boards and modem for remote diagnostics (Classic), as well as hard dri\
ve.
Keyboard--A full-size keyboard is included with all systems.
Monitor--A VGA monitor is included.
Software--Diskettes containing the VoiceTrak software will be included. This...](http://img.usermanuals.tech/thumb/5742/86970/w64_voice-trak-install-maint_d-7.png "Page 8
C
omponents
VoiceTrak turnkey systems are shipped with the following components:
Computer--VoiceTrak is configured on a minimum 80486DX100 MHz mini tower
computer. The computer will house the appropriate Rhetorex audio processing
boards and modem for remote diagnostics (Classic), as well as hard dri\
ve.
Keyboard--A full-size keyboard is included with all systems.
Monitor--A VGA monitor is included.
Software--Diskettes containing the VoiceTrak software will be included. This...")
![Page 9
S
ystem Placement
Place VoiceTrak in an area that is CLEAN, DRY, ACCESSIBLE, WELL VENTILAT\
ED
and away from other electronic equipment.
VoiceTrak should probably not be installed in the telephone equipment ro\
om. These
rooms usually lack adequate ventilation, filtration and easy access. We highly
recommend that VoiceTrak be installed in an office area to monitor operation and allow
easy access for maintaining mailboxes and system backups.
The computer, keyboard and monitor should be...](http://img.usermanuals.tech/thumb/5742/86970/w64_voice-trak-install-maint_d-8.png "Page 9
S
ystem Placement
Place VoiceTrak in an area that is CLEAN, DRY, ACCESSIBLE, WELL VENTILAT\
ED
and away from other electronic equipment.
VoiceTrak should probably not be installed in the telephone equipment ro\
om. These
rooms usually lack adequate ventilation, filtration and easy access. We highly
recommend that VoiceTrak be installed in an office area to monitor operation and allow
easy access for maintaining mailboxes and system backups.
The computer, keyboard and monitor should be...")
![Page 10
L
oading VoiceTrak Software
Overview
Please skip this section if you purchased a turnkey system.
The following information provides step-by-step instructions for loading\
VoiceTrak
software onto a customer or dealer-supplied computer.
Important: If we did not sell it we will not support it! If the customer or dealer chooses to
purchase his own PC equipment, he also purchases the obligation of configuring and
supporting that system. A substantial service charge will be incurred if...](http://img.usermanuals.tech/thumb/5742/86970/w64_voice-trak-install-maint_d-9.png "Page 10
L
oading VoiceTrak Software
Overview
Please skip this section if you purchased a turnkey system.
The following information provides step-by-step instructions for loading\
VoiceTrak
software onto a customer or dealer-supplied computer.
Important: If we did not sell it we will not support it! If the customer or dealer chooses to
purchase his own PC equipment, he also purchases the obligation of configuring and
supporting that system. A substantial service charge will be incurred if...")
Budget & Classic Voice Mail Auto Attendant System By VoiceTrak LLC www.voicetrakvm.com
Table of Contents Introduction___________________________________________________________4 Technical Support______________________________________________________4 Documentation________________________________________________________________________\ ____5 Internet:________________________________________________________________________\ _________5 Trademarks___________________________________________________________6 Components___________________________________________________________7 System Placement______________________________________________________8 Loading VoiceTrak Software______________________________________________9 Overview________________________________________________________________________\ 9 Minimum Hardware Requirements__________________________________________________9 Software Requirements____________________________________________________________10 Audio Processing Boards__________________________________________________________10 Board Types________________________________________________________________________\ _____10 Installation________________________________________________________________________\ ______11 Software Installation______________________________________________________________11 Connecting VoiceTrak to Phone System____________________________________13 Accucall_____________________________________________________________14 Overview_______________________________________________________________________14 Instructions_____________________________________________________________________14 Entering Filters__________________________________________________________________16 Saving Your Work_______________________________________________________________16 Software Files________________________________________________________18 CONFIG.SYS____________________________________________________________________18 AUTOEXEC.BAT________________________________________________________________19 VOICE.BAT_____________________________________________________________________20 Other VoiceTrak Files_____________________________________________________________23 Rhetorex Files___________________________________________________________________25 System Backup_______________________________________________________26 Utilities______________________________________________________________26 PKUNZIP_______________________________________________________________________26 BROWSE.EXE__________________________________________________________________26 RDSPTEST_____________________________________________________________________27 © VoiceTrak VoiceTrak Administration Manual - Page 1 SCANDISK_____________________________________________________________________27
System Maintenance___________________________________________________28 Overview_______________________________________________________________________28 Password Levels__________________________________________________________________28 Keys That Work in All Menus______________________________________________________28 System Administrator___________________________________________________29 Introduction_____________________________________________________________________29 Accessing VoiceTrak______________________________________________________________29 Screen Access________________________________________________________________________\ ___29 Phone Access________________________________________________________________________\ ____29 Salutation Maintenance_________________________________________________31 Overview_______________________________________________________________________31 Setup________________________________________________________________________\ ___31 S Boxes________________________________________________________________________\ ________32 Recording Salutations_____________________________________________________________32 Department Maintenance_______________________________________________34 Department Setup________________________________________________________________34 Recording Departments___________________________________________________________35 Mailbox Mapping______________________________________________________35 Setup________________________________________________________________________\ ___35 Examples_______________________________________________________________________36 Mailbox Setup________________________________________________________43 Mailbox Types___________________________________________________________________43 N (Unsupervised User Mailbox)_____________________________________________________________43 R (Supervised User Mailbox)_______________________________________________________________43 I (Audiotext System Mailbox)_______________________________________________________________43 Z (Audiotext System Mailbox)______________________________________________________________44 J (Audiotext System Mailbox)_______________________________________________________________44 X (Fast Transfer Mailbox)__________________________________________________________________44 Y(Fast Transfer Mailbox with password)______________________________________________________44 S (Salutation System Mailbox)______________________________________________________________44 T (Time System Mailbox)__________________________________________________________________44 Q (Queuing System Mailbox)_______________________________________________________________44 O (Advanced Queuing Mailbox)_____________________________________________________________44 D (Disconnect System Mailbox)_____________________________________________________________45 W (Wats Mailbox- Dialed number transfer with password))_______________________________________45 Mailbox Configuration__________________________________________________46 Establishing Mailboxes Without Extensions___________________________________________51 Very Long Name Lists--An Alternative to Mapping____________________________________52 Technician___________________________________________________________53 Introduction_____________________________________________________________________53 © VoiceTrak VoiceTrak Administration Manual - Page 2
Global Parameters_____________________________________________________53 Custom Parameters____________________________________________________55 Page 1________________________________________________________________________\ __55 Page 2________________________________________________________________________\ __58 Tips, Troubleshooting and Solutions_______________________________________61 FAXTrak_____________________________________________________________64 Configuring the PC_______________________________________________________________64 Mapping________________________________________________________________________\ 65 FAXTrak Prompts_______________________________________________________________65 Creating Fax Documents__________________________________________________________66 Locating Fax Files on a Network____________________________________________________66 VoiceTrak Prompts____________________________________________________67 Limited Warranties_____________________________________________________74 Computer Equipment______________________________________________________________________74 Software________________________________________________________________________\ ________74 Rhetorex Audio Card______________________________________________________________________74 RMA Policy__________________________________________________________75 Hardware_______________________________________________________________________75 Returning Defective Hardware______________________________________________________________75 Shipping Damage________________________________________________________________________\ _75 RMA Procedure________________________________________________________________________\ __76 VoiceTrak License Agreement____________________________________________77 FCC Registration______________________________________________________78 Glossary_____________________________________________________________79 Index________________________________________________________________2 Rev.0997 © VoiceTrak VoiceTrak Administration Manual - Page 3
Introduction Thank you for choosing VoiceTrak for your call processing/voice mail nee\ ds. The following guide provides an overview of system features and instructions on how to accomplish routine system maintenance. This document is intended for both the end user and the installing dealer. Most VoiceTrak systems are shipped to the dealer with turnkey services provided. All mailboxes, salutations, mapping and spoken names are loaded onto the sys\ tem. If you received a turnkey system, or if your dealer has provided the turnkey se\ rvices, you may wish to skip ahead to the section on System Maintenance. Please contact the authorized VoiceTrak dealer listed on the main VoiceTrak screen if you have any questions. T echnical Support Technical support will be provided by the VoiceTrak dealer who sold and installed the system. Technical support will not be provided to the end user by VoiceTrak. This policy is implemented because of the complexity of integration between the VoiceTrak unit and phone system. As a practical matter, most voice mail problems \ are resolved through programming on the telephone system and not VoiceTrak. Having a dealer service the unit is therefore necessary. The name of the dealer responsible for the support of the VoiceTrak unit should be listed on the main VoiceTrak screen, along with a telephone number. If the system should stop functioning, please give the dealer the following information: All information on the debug window. This includes the system time and date, VoiceTrak version number, all stars and circles (ports) in use, any er\ ror messages, and all system messages on the screen. This information is necessary to determine the cause of the problem. DO NOT TURN THE POWER OFF OR RESET THE MACHINE until instructed to do so by the dealer. You may corrupt files! Never power down or reset \ the machine until first trying to exit VoiceTrak. © VoiceTrak VoiceTrak Administration Manual - Page 4
Dealers can call for technical support during normal business hours. C\ hoose the “technical support” option from the main VoiceTrak greeting. Dealers calling after hours should leave a message in the technical support mailbox that includes the name, customer name, telephone number, system number, nature of the problem and whether or not it is an emergency. Other methods of dealer support available include: Documentation Check the VoiceTrak integration notes, if available, on the phone system and make sure it is programmed properly. A technician will often change a p\ hone system feature for a customer and not realize the effect that change can have on the voice mail system. Review the integration notes! Also note that our integration notes are updated periodically. Internet: VoiceTrak hosts a web page on the World Wide Web at www.voicetrakvm.com.\ Technical documents and integration notes are available on the web site. You may also email us orders or tech questions at this address. [email protected] - Sales information e-mail [email protected] - To reach technical support e-mail © VoiceTrak VoiceTrak Administration Manual - Page 5
T rademarks VoiceTrak, FAXTrak and SchoolTrak are trademarks of VoiceTrak IBM, PC and AT are registered trademarks of International Business Machines Corporation. MS-DOS is a registered trademark of Microsoft Corporation. Rhetorex and Accucall are trademarks of Brooktrout Technology, Inc. SatisFAXtion is a trademark of Puredata and Intel Corporation. PKUNZIP and PKZIP are registered trademarks of PKWARE, Inc. Co-Session is a registered trademark of Triton Technologies Inc./Artisoft Other brand and product names are trademarks of the respective owners. © VoiceTrak VoiceTrak Administration Manual - Page 6
C omponents VoiceTrak turnkey systems are shipped with the following components: Computer--VoiceTrak is configured on a minimum 80486DX100 MHz mini tower computer. The computer will house the appropriate Rhetorex audio processing boards and modem for remote diagnostics (Classic), as well as hard dri\ ve. Keyboard--A full-size keyboard is included with all systems. Monitor--A VGA monitor is included. Software--Diskettes containing the VoiceTrak software will be included. This software has already been loaded on turnkey systems. Please store in a \ safe location. A turnkey disk with information pertinent to this installation may also be included. Activator Device--VoiceTrak software will not work unless the activator device is plugged into the parallel printer port on the back of the CPU. DO NOT LOSE THE ACTIVATOR DEVICE! YOU WILL BE CHARGED FOR A FULL SET OF SOFTWARE IF THIS DEVICE IS LOST OR STOLEN! Note that activator units are available as 2-port only, or as 2 to 20-port units. A 2-port activa\ tor will only work with 2 ports, regardless of the actual number of ports installed on the system. Administration Manual--This manual will be provided to the authorized VoiceTrak dealer, along with integration notes for the specific phone system and a document, Read Me First, which discusses initial system setup. User Guides--Ten User Guides will be shipped with each system. Additional User Guides are available from the dealer for a nominal charge. User Cards--Twenty User Cards are enclosed with each system. Additional User Cards are available from the dealer for a nominal charge. These cards easily fit a wallet or purse. Peripherals--Unused hardware components, hardware documentation, MS- DOS, etc. will also be included with the system. © VoiceTrak VoiceTrak Administration Manual - Page 7
S ystem Placement Place VoiceTrak in an area that is CLEAN, DRY, ACCESSIBLE, WELL VENTILAT\ ED and away from other electronic equipment. VoiceTrak should probably not be installed in the telephone equipment ro\ om. These rooms usually lack adequate ventilation, filtration and easy access. We highly recommend that VoiceTrak be installed in an office area to monitor operation and allow easy access for maintaining mailboxes and system backups. The computer, keyboard and monitor should be situated on a solid surface that will be left undisturbed. If the computer is located on the floor, make sure it will not be bumped by cleaning persons, etc. Do not store the keyboard on top of the mini tower. The hardware warranties may be voided if these instructions are not followed. A telephone extension must be located near the VoiceTrak system so that we may provide technical support. You must be able to talk and type at the same time. The operating environment must be consistently maintained with a temperature between 50 and 80 degrees Fahrenheit, and the non-condensing humidity should never exceed 80%. AC power must be between 110 volts and 120 volts, 60 cycles, connected through a three-prong grounding plug. Do not bypass the third grounding pin! VoiceTrak should be connected to a dedicated circuit. A BATTERY BACKUP IS HIGHLY RECOMMENDED! . The VoiceTrak unit should be the only unit on the battery backup. You will be charged for support calls that involve data loss or corruption caused by a power failure if your system\ is not protected by a battery backup unit. Purchasing a unit from us is not necessary, but we will provide pricing information upon request. Surge protectors and battery backup products do not guarantee that equipment and software will be protected from power fluctuations or lightning strikes. It is imperative that your data be backed up regularly for simple system restoration. A tape backup device is recommended. The tape backup should run automatically each night when VoiceTrak reorganizes. A tape backup unit will help ins\ ure against loss of critical messages if your system should fail. Purchasing a tape backup from VoiceTrak is not necessary, but we will provide pricing information upon\ request. © VoiceTrak VoiceTrak Administration Manual - Page 8
L oading VoiceTrak Software Overview Please skip this section if you purchased a turnkey system. The following information provides step-by-step instructions for loading\ VoiceTrak software onto a customer or dealer-supplied computer. Important: If we did not sell it we will not support it! If the customer or dealer chooses to purchase his own PC equipment, he also purchases the obligation of configuring and supporting that system. A substantial service charge will be incurred if hardware setup assistance or hardware support is required from VoiceTrak. Please consider that a voice mail system must function 24 hours a day, 365 days a year. The equipment you choose must be of a very high quality. Low-cost, low-quality machines will incur much igher real costs over the long run. h Minimum Hardware Requirements Computer Minimum 486 100Mhz using AMI BIOS* Memory 4MB RAM Hard Drive Minimum 200 IDE hard drive** Floppy Drive 1.44MB 3.5 Parallel Port Necessary for activator device Serial Port Necessary ONLY for RS-232 integrations Monitor VGA color or monochrome*** Keyboard Full size keyboard recommended Voice Boards Appropriate Rhetorex audio processing boards Battery Backup Power protection is highly recommended. *AWARD BIOS has a more complex setup but is an acceptable alternative to\ AMI BIOS if configured properly. **The hard drive size determines messaging time available. The VoiceTra\ k program consumes approximately 11 MB of disk space. Each hour of normal messaging consumes about 11 MB of disk space. A 200MB hard drive equals\ approximately 17 hours. *** VGA is necessary if remote diagnostics will be used. © VoiceTrak VoiceTrak Administration Manual - Page 9