VoiceTrak Voice Mail Auto Attendant System User Guide

							k eyboard and four must be entered from the phone. 
 
Notify Limit 
Restricts the number of digits that may be dialed for an outcall notification  
Defaults to 7.  VoiceTrak automatically detects if the call is being made to a 
digital pager, so it is not necessary to increase the notify limit to accommodate 
the additional digits.  VoiceTrak also automatically detects toll-free n\
umbers so 
that mailboxes may be restricted to 7, but still allow outcall to the 800 number. 
 
2-6 Limits calls to internal extensions. 
7   Allows local calls and 1-800 calls. 
8 Allows local toll calls (1xxxyyyy) 
11 Allows full toll calls. 
 
Retry  
The number of minutes before VoiceTrak will attempt to retry an outcall \
notification if the message has not been retrieved. Can be defined from 5 to 99 
minutes.  This will override the Custom Parameter setting. 
 
MWL 
Y (default) if VoiceTrak will light a light when a message has been le\
ft.  N for no.  
Use N for those mailboxes not tied to extensions or for those extensions that do 
not have message waiting lights.  (Improves system efficiency.) 
 
 
Digital Pagers 
Dial strings to notify digital pagers are set up to access an outside CO line, dial 
the digital pager, pause, send an identifying string to identify the mailbox, then 
disconnect.  A typical entry for mailbox 100 would be: 
9,2554050;100*100*100# 
In this example, 9 is the number dialed to access an outside line, a com\
ma is a 
pause, 2554050 is the pager number, ; tells VoiceTrak to wait until it detects an 
answer by the pager company, * is a space and # is the terminating code \
used 
by most digital pagers. 
Outcall notifications for digital pagers may also be established from the 
telephone.  The following special characters are valid when establishing\
 an 
outcall notification from the phone: 
*0 & / Hook Flash (Not recommended) 
*1 , / Pause 
** */Space code used by some digital pagers 
*8 ;/Split digits for call to digital pager 
*9 #/Terminating code used by most pagers 
 
VoiceTrak will attempt to call the pager when a new message has been lef\
t and 
continue to call the pager until the message has been retrieved.  The duration 
between attempts is set in the Retry field.  If VoiceTrak calls a pager \
and detects 
that the pager is not answered or busy, the outcall will be placed in a queue and 
attempted until an answered condition has been met. 
 
 
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Two additional characters may be added to the end of the dial string.  The “N”  
						

							character turns off VoiceTrak line monitoring.  This means VoiceTrak wil\
l not 
monitor the line for ringing, busy or answer conditions.  This is necess\
ary with 
more and more pager systems. 
 
The “S” character tells VoiceTrak to dial the number a single time only.   
 
Voice Pagers 
VoiceTrak can call a voice pager, play the message, save the new message\
 and 
not call again until another message is received.  Voice pager entries must be 
made from the keyboard and are as follows: 
9,2554040V (V identifies the pager as a voice pager) 
 
National Paging Systems 
VoiceTrak can call 800 pagers, wait for a connection, send the PIN number, 
pause, send the identifier and disconnect.  A typical entry would be: 
9,180055521234;12345,,100*100*100# 
Note that 12345 is the PIN number and 100*100* is the display. 
 
If the customer wished to disable line monitoring (which is quite likel\
y with  
newer pager equipment), the string could be: 
9,180055521234;,,,,,12345,,100*100*100#N 
 Experimentation is probably necessary. 
 
Other Extensions 
If the phone system does not support message waiting lamps or stutter to\
nes, 
VoiceTrak may be designed to call an extension and notify the user a mes\
sage 
has been left.  A typical entry would be:   100 
 
Phone Numbers 
VoiceTrak can call a phone number.  A typical entry is:  2554050 
  
Note that a seven-digit number does not require a dial string to access an outside line, 
s long as the correct dial sequence is defined in Setup/Custom Parameters. a 
 
Cascade Feature 
 If VoiceTrak will call multiple numbers until the message is retrieved, all entries should 
include 9999 for date start/stop and time start/stop.  This is a useful feature for service 
people on call or to insure that emergency messages are retrieved. 
 
VoiceTrak will attempt the number listed in the first field and continue down the list of up 
to five numbers, until the message is retrieved.  The amount of time between attempts 
is defined in the Retry field. 
 
Establishing Mailboxes Without Extensions 
Some companies employ a workforce outside of the office that requires mailboxes not 
tied to phone extensions.  To set up mailboxes for these employees: 
√ Enter a unique mailbox number in a numerical series different from the 
extension numbers on the phone system. 
 
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							√ Leave the extension field blank.   
√ Enter the box type so that it matches the other box types on the system. 
√ Enter a first and last name of the boxholder if you wish him to be liste\
d in 
dial by name. 
√ DND Status must be set for Y 
√ DND Change Allow must be set for N. 
√ Set MWL for N. 
√ All other parameters can be set for the default values. 
 
 
Very Long Name Lists--An Alternative to Mapping 
 
Companies employing a large workforce that wish to give callers a list of  the names 
and extensions of employees can do so through I boxes (see above.)  Se\
t up an option 
from the root salutation to make a one-touch keypress to hear a directory.  Map the 
keypress to transfer to an I box.  Record the I box greeting to list all employees and the 
mailbox number to dial to reach them. 
 
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							Technician 
 
 
Introduction 
The following information can be accessed only through the Technician le\
vel password. 
 Most settings should not be changed.  If changes are made, please docum\
ent change 
made, date and reason.  A changed parameter may have unpredictable results with 
your particular phone system. 
 
Global Parameters  
Changes should never be made to Global Parameters unless instructed by V\
oiceTrak.  
Global Parameters control systemwide features for integration with the phone system. 
Default values are found in parentheses. 
 
Flash Character (&) Dial string flash hook character.   Causes a system 
flash hook.  
Flash Duration  (50) Duration of ONHOOK state during flash hook.  
Expressed in 10 ms ticks:  50 x 10 ms = .5 sec.  Change 
only as a last  resort if the phone system cant be modified!  
Pause Duration  (200) Dial string pause duration.  A dial string pause is 
caused from a , in the dial string.  Example:  &,   
Expressed in 10 ms ticks:  200 x 10 ms = .2 secs.  
Pulse Break  (6) Duration of break interval during pulse dial.  Expressed 
in 10 ms ticks:  6 x 10 ms = 60 ms.  
Pulse Make  (4) Duration of make interval during pulse dial.  Expressed in 10 ms 
ticks:  4 x 10 ms = 40 ms (.4 sec).  
Pulse Delay(100)  Interval between pulse digits.  Expressed in 10 ms ticks:  100 
x 10 ms = 1 sec.  
DTMF Delay  (5) Interval between DTMF digits during tone dialing.  Expressed in 
10 ms ticks:  5 x 10 ms = 50 ms.  
Offhook Delay (50) Delay before posting offhook event.  Expressed in 10 
ms ticks:  50 x 10 ms = .5 secs. While forwarding a call to 
VoiceTrak, a small number of phone systems send DTMF 
tones very quickly after VoiceTrak has answered and it 
may be necessary to reduce this number to 10 or 20. 
Minimum In Ring (3) Minimum duration of inbound ring ON for valid ring.  
Expressed in 100 ms ticks:  3 x 100 ms = .3 secs.  
Minimum In RingOff (5)Minimum duration of inbound ring OFF for valid ring.  
Expressed in 100 ms ticks:  5 x 100 ms = .5 secs.  
Ring Reset  (80) Maximum no ring signal before RINGS (Fcn_7) is 
reset.  Expressed in 100 ms ticks: 80 x 100 ms = 8 secs. 
 
 
Minimum Silence (4) Minimum duration of silence for sound to silence 
 
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							transition information event.  Expressed in 10 ms ticks: 4 x 
10 ms = .4 sec.  
DTMF On  (10) Duration of DTMF tone when dialing.  Be sure this is 
compatible with your telephone system.  Expressed in 10 
ms ticks: 10 x 10 ms = .1 sec.  
Minimum Pulse On (2)Minimum duration ON for valid loop pulse digit.  
Expressed in 10 ms ticks: 2 x 10 ms = .2 sec.  
Minimum Silence (2) Minimum duration OFF for valid loop pulse digit.  
Expressed in 10 ms ticks: 2 x 10 ms = .2 sec.  
Minimum Digit 
Separation  (25) Minimum separation OFF for valid loop pulse digit.  
Expressed in 10 ms ticks: 25 x 10 ms = .25 sec.  
Lc Off   (-1) Minimum duration loop current off to generate event 
20.  Default is -1.  Expressed in 10 ms ticks: 25 x 10 ms = 
.25 sec.  
  
Note:  The Lc Off parameter should be used if VoiceTrak is connected directly to 
telephone company (CO) lines or to a PBX which sends a loop current drop upon 
disconnection.  For example, if VoiceTrak is connected to standard CO lines, and a 
caller calls the system and hangs up the phone while listening to a message, the phone 
company will supply a brief drop in loop current.  VoiceTrak can read that \
drop on loop 
current and terminate the call instantly instead of waiting for a time out.   The Panasonic 
DBS also provides an analog card with loop current drop.  Set the VoiceTrak parameter 
for the same value specified on the DBS. If VoiceTrak is connected directly to phone\
 
company lines (without a phone system) or to a phone system which has this capability, 
set LcOff = 10.  The Prostar 56/120 provides DTMF disconnect - do not us\
e Lc Off with 
he 56/120. t 
 
Max Pulse On (50) Maximum duration ON for valid loop pulse digit.  
Expressed in 10 ms ticks: 50 x 10 ms = .5 sec.  
 
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							Custom Parameters 
Two pages of Custom Parameters are available.  To access page 2, press t\
he Page 
Down key.  
Page 1 
Custom Parameter Menu Screen - Page 1 
Mailbox  
Length Sets the default mailbox length for your VoiceTrak system.  If all 
extensions are the same length (2 to 4 is typical), set this 
parameter.  (See also Custom Parameters, page 2 Fix/Var Box 
Num.)  All mailboxes should be the same length.  The mailbox 
number should be the same as the extension number.   
 
Timeout Number of seconds before system disconnect upon no response.   
 
Technician 
Password Technician password, up to 15 numerical digits.  This password is 
required to enter the menu system (when the ALT key is pressed).  
System default is 9999.  A long password should be used for 
security and your password should never be less than seven digits. 
 Consider a telephone number or Social Security number.  Entering 
VoiceTrak via this password allows access to all menus. 
 
Default  
Drop Ext The systemwide mailbox dialed if callers touch the 0 key or make 
no response during the initial salutation.  Important:  The 
Department Mapping screen entry supersedes this entry.  The 
Default Drop Ext. is an optional default.  If both the DTMF digit 0 
entry and the Default Drop Ext. on this screen are left blank, 
VoiceTrak will play the opening salutation, say Thank you for 
calling, goodbye and disconnect the caller if no action is taken by 
the caller.  All functions operate while the salutation plays.  This 
feature may be helpful if night messages in the drop box are not 
desired. 
Ring No  
Answer Number of rings at an extension before callers are directed to voice 
mail.  Individual mailbox setting overrides this default.  Only applies 
to R (supervised) transfers.  N (unsupervised) transfers are 
controlled by the phone system. 
 
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							Hold  Sequence to place a caller on hold.  In most cases, a flashhook 
followed by a pause.  Almost always set for &, 
 
No Answer  
Return Sequence to return to a holding caller when the extension has not 
been answered.  (Supervised transfers only.)  In most cases, a 
flashhook followed by a pause.  Listed as &, 
 
Busy  
Return  Sequence to return to a holding caller when the extension is busy.  
(Supervised transfers only.)  In most cases, a flashhook followed by 
a pause.  Listed as &, 
Return  
Destination After a caller completes a transaction with the system, he can be 
prompted to continue or the system can hang up.  
  
Note:  If your telephone system is old and does not provide a termination tone if a caller 
hangs up, your drop operator may receive dead calls if this is set to zero.  We 
ecommend a setting of 1.   r 
0 = Returns to ACTION TO TAKE prompt. 
1 = Returns to Thank you for calling. Goodbye. prompt. 
 
Fastbusy  
Action 0 = Hang up on fast busy detect, 4 = Off 
 
Transfer  
Prompt Controls play of, Im transferring a call to your extension during 
supervised R type calls.   0 = Off and 1 = On.  If this feature is 
turned on, the caller will hear, Im transferring your call to... + th\
e 
spoken name.  The system user will hear, Im transferring a call to 
your extension.  If this feature is turned off, the system user will be 
connected to the caller immediately without a prompt.  The caller 
will hear MESS000.VOX, which is a non-existent prompt.  If 
desired, you can record MESS000.VOX with a special message. 
 
Retrieve Message  
Key  In most cases, the * button is used by subscribers to enter their 
individual mailbox.  When the * is pressed, VoiceTrak prompts for 
the mailbox number and password.  In some phone systems the * 
key is used for other purposes.  This parameter allows use of an 
additional DTMF key to enter the mailbox setup area.  
 
 Call Queue  When call queue is turned on, callers will be informed of their place 
in line while waiting for busy extensions.  This feature can reduce 
the efficiency of your system and increase your long distance costs 
on toll-free 800 telephone numbers.  We recommend 1 for off.  This 
function only applies with R (supervised) mailboxes.    0=On  1=Off. 
 
Department  
 
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							Digit  Digit dialed to send caller to previous menu.  The digit 9 is 
recommended unless mailboxes or extensions must begin with 9.  
Make sure mailboxes do not begin with the digit chosen for this 
function. 
 
Maximum Record  
Time  Maximum record time allowed for each message, in seconds.  180 
is good.  You may use up to 999 seconds. 
 
Max  
Silence Maximum length of silence in seconds to be considered a 
disconnect, typically during a record session.  If there is silence for \
this length of time, the system will terminate the recording. 
 
Max Noise Maximum length of noise in seconds to be considered a 
disconnect. 
 
Days to Keep  
Message Master message purge control, set to the number of days a 
message is held before automatic system purge.  This is a 
systemwide parameter affecting all mailboxes. 
 
 DTMF 
 Disconnect Allows definition of DTMF digit to signal disconnect.  More than one 
 digit may be defined, but must be calculated using help screen. 
 
 Direct  
Insertion When calls are forwarded to VoiceTrak from a station, we prefer 
that the phone system can send # plus the station number.  This 
tells VoiceTrak to play the personal greeting of the called party and 
not ring the station.  If the # key cant be used because of the 
phone system, another vacant key may be assigned with this 
parameter.  The DTMF tone selected must not conflict with 
RETRIEVE MSG KEY or DEPT DIGIT (both on this menu screen).  
Note that the # key is also used to disconnect from VoiceTrak.  
While the opening salutation plays, pressing the # key will start the 
recording Thank you for calling, goodbye.  If a mailbox is dialed 
during the Thank you... prompt, the caller will hear the personal 
greeting of the mailbox dialed.  This allows us to get double duty 
from the # key.   
 
This same sequence of # + extension can be used by the 
switchboard operator to manually forward callers to a personal 
greeting.  However, this presents three problems.  First, the 
operator may delay too long between pressing the # key and dialing 
the station disconnecting the caller.  Second, the operators tend to 
panic when they hear the Thank you... Goodbye prompt.  Third, 
the caller doesnt hear the first portion of the personal greeting 
because the phone system must still connect the call.   
 
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An alternative approach is the ability to dial the mailbox number 
then press the * key.  This provides a slight pause, then begins 
playing the personal greeting.  An operator can manually transfer a 
caller to a VoiceTrak mailbox by following these steps:  Confirm the 
caller wishes to leave a voice mail message, press the appropriate 
hold or transfer key, dial VoiceTrak, when the salutation begins to 
play dial the mailbox number and press *, then hang up.  VoiceTrak 
will provide a slight pause which allows the calling party to connect, 
then begin playing the personal greeting. 
 
Inter Digit  
Delay  Delay in seconds between entering DTMF and termination. 
Page 2 
Custom Parameter Menu Screen - Page 2 
 
Reorganize  
Time  Hard disk reorganize time, in military time.  Example:  3:00 am = 
0300, 3:00 pm = 1500.  We recommend 0100, which is 1:00 a.m. 
 
Local Call Sequence to obtain an outside line, usually 9,. 
 
Outcall  
Retry  Time in minutes between standard outcall retries.  Used with 
Outcall Notification feature.  Note that each mailbox has an 
individual outcall retry setting which overrides this setting. 
 
Message Light  
On  PBX dial string sequence to turn on the message waiting light.  
Individual mailbox setup outcall variable must be set to equal or 
exceed the number of digits required for this to occur.  Setup of this 
feature may require trial and error for a particular PBX.  You must 
know the sequence to activate the message waiting light for a 
proprietary PBX phone set from a single line telephone.  A sample 
sequence is *4E.  This sequence dials *, 4 and the mailbox 
number.  (This sample is for the Panasonic DBS system.) 
 
Message Light  
Off   PBX dial string sequence to turn off the message waiting light.  
Individual mailbox setup outcall variable must be set to equal or 
exceed the number of digits required for this to occur.   This feature 
may require trial and error for a particular PBX.  You must know the 
sequence to deactivate the message waiting light for a proprietary 
PBX phone set from a single line telephone.  A sample sequence is 
*5E.  This sequence dials *, 5 and the mailbox number.   
 
Grunt  This parameter is used to prevent dead calls from going to the 
default operator.  On PBXs that do not provide loop current, a dead 
 
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							call will yield either silence or dial/reorder tone.  If your PBX yields 
silence, set the grunt to 1 (ON).  This setting will query the caller \
to 
determine if he is still on the line before transferring.  If your switc\
h 
yields dial/reorder tone, set grunt to 0 (OFF).  This setting will 
transfer the call if it detects silence, or disconnect if dial/reorder 
tone is detected.  Important:  We strongly suggest this be set to 1.  \
 
Threshold  
Grunt  Determines noise threshold for grunt, if on (set to 1).  Range from 
100 to 9,999.  Important:  Set to 9000. 
 
Digit Trap  Used for certain phone systems.  Provides a window of silence 
when VoiceTrak answers.  If a mailbox number is dialed during the 
silence, caller is sent to personal greeting.  If the same mailbox 
number is dialed after the silence ends, the caller will be transferred \
to the extension.  The number entered controls the amount of 
silence.  Dont play with this parameter! 
 
Min Record  
Length Sets the MINIMUM recording length for messages, in seconds.  
Messages shorter than this parameter are discarded.  This should 
be set for at least three seconds to avoid transferring dead calls to 
the operator. If callers leave a message that is shorter than the time 
allotted in this parameter, they will hear Im sorry.  Your message 
was too short and nothing was recorded.  Please try again. after 
hitting the # sign.  Adjust the parameter accordingly or instruct 
callers in the personal greeting to leave detailed messages. 
 
Operator  
Transfer Normally blank.  If transfer to an operator uses a different protocol, 
set this to the dial string setting for that action. 
 
DND  
Override 0 = Override the Do-Not-Disturb setting on an individual mailbox to 
invoke an outcall notify.  1 = Do not override the Do-Not-Disturb 
setting on an individual mailbox to invoke an outcall notify.  
Important:  Set to 0 if message waiting lights are used.  If no 
message waiting lights are available on your phone system, set to 1 
and use an outcall notification to the extension to inform the 
subscriber of new calls.  When the box is set for Do Not Disturb = 
On, VoiceTrak will NOT call the extension (or other outcall 
numbers) to inform the subscriber of new messages. 
 
Fixed / Variable Box  
Number Allows variable length mailbox numbers.  If set to 1, all mailbox 
lengths equal the Mailbox Length set in the Global Parameters 
Menu, Mailbox Length option.  If set to 0, variable length mailbox 
numbers can be used.  Note that variable length mailbox numbers 
can increase connect time while the system times out.  Fixed 
 
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