VoiceTrak Voice Mail Auto Attendant System User Guide

							mailbox number lengths are more reliable and will result in faster 
connections.  See also Extension Length parameter at the top of 
Customer Parameters - Page 1 on the computer screen.  We 
STRONGLY recommend fixed length mailbox numbers. 
 
Distribution List Prefix  
Number When internal messages are sent to a distribution list they must be 
preceded by a digit.  If you use mailbox numbers which begin with a 
7, you must use a different digit as the prefix digit for distribution 
lists.  It is strongly recommended that you reserve the number 7 for 
distribution lists and begin mailbox numbers with 1, 2, 3, 4, 5 or 6. 
 
Administrator  
Password   Password assigned for administrator-level access.  Defaults at 
1234. 
 
Skipkey Digit defined to allow callers/users to “skip” personal greeting a\
nd 
proceed directly to the record tone. 
 
Dial By  
Name  Digit defined, system wide, to allow callers to access dial by name 
directory.
 
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Tips, Troubleshooting and Solutions 
 
 
  
Note: If VoiceTrak is running and you want to exit, NEVER just power down or reset the 
computer.  To exit VoiceTrak, touch the ALT key until the system asks for your 
password.   After you type the password and touch , a menu bar will appear.  
Select Main and press .  Two options are available for system shutdown:  Exit 
VoiceTrak while system idle or Exit VoiceTrak immediately.  Choose the option you 
desire.  You have safely stopped the system.  Any other shutdown will corrupt data files. 
 We very strongly recommend a battery backup unit, dedicated solely to the VoiceTrak 
PU. . C 
  
Note:  The vast majority of installations experience none of the problems mentioned in 
this guide.   
 
Always establish department mapping for each salutation. 
If you choose to add salutations (and most people will not) you must h\
ave a 
Department Mapping of Department Number 000 for EACH Salutation.  For 
example, if you add Salutation 05, you must have a Department entry for Root 
Salutation 05 and Department Number 000.  It is not necessary that you map any 
of the DTMF keys 1-9 in this mapping.  A blank entry is fine, but you mu\
st have 
an entry. 
 
VoiceTrak keeps saying, Im sorry.  I do not understand your request.  Please try 
again. 
The department mapping associated with the current salutation is either corrupt 
or was not entered 
OR 
The selected mailbox has not been entered into the system. 
 
Rhetorex driver wont load but EMM386.EXE loads OK. 
If you cant load the Rhetorex driver at this point but the EMM386.EXE driver is 
loading correctly, you may have a conflict with your video card.  Try th\
e following 
change: 
a) From the C:\C2C directory type CONFIGUR and press  
b) Note the setting for ENTRYPOINT.  It should be 6d or 6e. 
c) Touch F5 for the Symbols menu. 
d) Press the down arrow until you reach the line: 
The RDSP driver entry point is through software interrupt  
The interrupt should be set for 6d or 6e. 
e) Change the number from 6d to 6e, or from 6e to 6d. 
f)  Press F10 to return to the main menu. 
g) Press F10 to exit the program 
h) When asked, Save current changes? press Y  for yes. 
i) Re-boot the computer and see if this solves the conflict. 
j) If this doesnt work, try other interrupts which may be free. (60)\
 
 
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VoiceTrak wont answer the call. 
If you dont see data moving on the main screen and cant hear voices: 
√ Is VoiceTrak physically connected to your phone system?  MAKE SURE.  
Repeat this test for each PBX port you plan to use:  Connect a single li\
ne 
telephone to the PBX port.  Call that extension.  Does it ring?  Can you\
 
make calls from the extension?  Have you correctly connected to the 
VoiceTrak RJ14 ports?  Did a rodent chew through the base cord (it 
happens!) 
√ You may have another software conflict.  Use a text editor (like EDIT i\
n 
MS-DOS 6.2) to modify the file C:\C2C\VOICE.BAT.  One line should read 
set intlvl=5.  Try changing this line to set intlvl=2.  Save your changes and 
restart the system.  This may solve the problem.   
 
If you see data moving on the main screen but cant hear voices: 
√ You probably dont have an opening salutation.  VoiceTrak was shipped 
with a default salutation SAL000.VOX but you may have erased the file.  
Call VoiceTrak again and when you see the system answer on the screen \
touch the * key.  If you now hear voices you just need to configure the 
system.  (This means enter mailboxes, record salutations and establish \
mapping.) 
√ You may have an Expanded Memory conflict at location D000.  Did you 
see an error about RAM or ROM conflict within Page Frame?  Even if 
you didnt get the error your system MAY have the conflict.   
 
If you cant resolve the situation with these steps, please call our technical 
support department. 
 
Message waiting lamps wont light or extinguish. 
√ Are the correct codes entered in Setup/Custom Parameters? 
√ Are the right base cords attached to the correct VoiceTrak ports?  
VoiceTrak lights and extinguishes lamps from the last VoiceTrak port.  I\
f 
the base cords are not connected correctly, the port will not be available.  
Is the base cord damaged?  Test by switching base cords. 
√ Is the last VoiceTrak port connected to the phone system?  
√ Leave a message and monitor the screen to see if VoiceTrak is attempting\
 
to light the light. 
√ Can you connect a single line phone to the phone system port connected 
to the last VoiceTrak port and manually light the lights by dialing the light 
codes?  Inability to do this means there are problems with the phone 
system. 
  
Note:  If VoiceTrak is upgraded to include more ports, all message waiting lights must 
e cleared before installing the new Rhetorex board(s)! b 
                                                
Outcall notifications dont work. 
√ Has the information been entered correctly in the User/Mailbox screen?  
Remember that toll calls to pagers must be set up with an notify limit of 40. 
√ Does the VoiceTrak screen show that the outcall is being attempted?  
 
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							VoiceTrak will show the number being dialed and the state of the call--
answered or busy. 
√ Does the class of service on the phone system trunk allow outside calls?\
  
Can you connect a single line phone to the last VoiceTrak port and make \
the outcall manually? 
 
It may be necessary to monitor the port with a test set to determine the problem.   
 
Random Tips 
√ Mailbox numbers should be the same as extension numbers.   
   
Note: If your system supports message waiting lights or stutter tones, the mailbox 
number will be the number dialed.  For example, if you have entered mailbox 112, 
extension 123, and the message light on sequence is #E, VoiceTrak will dial #112 to 
activate the MWL.  
 
√ If the phone system is in the voice announce mode and youre using 
supervised transfers, it may be necessary to modify the dial string used\
 
when transferring calls.  Many phone systems require a 1 after the 
extension number.  The mailbox number may be 234, but the dial string 
may be 2341.  The 1 at the end of the extension number is necessary to 
force the phone to ring.  Check the documentation of the phone system if 
necessary.  Remember:  This is only necessary on SOME phone systems 
where intercom calls are in the voice announce mode, and VoiceTrak is \
using supervised transfers. 
√ The system administrator should record the spoken name and a generic 
greeting for each mailbox user (unless this was provided by VoiceTrak)\
.  
Experience shows that some people NEVER record a spoken name and 
greeting.  Most people will choose to re-record their spoken name and 
personal greeting in their own voice.  Encourage system users to 
personalize their mailbox as soon as possible.  
√ Always enter a FIRST AND LAST NAME for each mailbox entry.  If you 
dont want a name, enter ZZZ as the first name and ZZZ as the last name. 
 Blank entries may confuse the dial by name feature!   
√ VoiceTrak boots every night to reorganize the database files and perform 
other functions.  If MS-DOS 6.2 is used, use the SCANDISK 
program with the following execution line: 
C:\DOS\SCANDISK /NOSUMMARY /AUTOFIX 
This line will cause the SCANDISK program to fix any errors it finds and\
 
continue VoiceTrak operation.   
 
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							F
 
AXTrak 
 
FAXTrak is an optional add-on module available with VoiceTrak.  FAXTrak \
requires a 
special fax board and special VoiceTrak software.  FAXTrak allows caller\
s to transfer 
via VoiceTraks automated attendant to a special department.  From this department, 
callers may enter a document number, then follow the system instructions to enter their 
fax number.  
 
Some companies prefer to provide a master document list.  VoiceTrak uses\
 this 
approach.  Callers are prompted to enter the document number or press 1 for the 
master document.  After the caller receives the master document, he may \
call back in a 
request a specific document. 
 
A personal mailbox greeting can even include one-touch fax documents using the MB 
Dept feature.  The credit manager of a company could have a personal greeting which 
says, “This is Betty and I’m away from my desk right now.  To have a credit application 
sent to your fax machine, touch 1 now.  To have a master document list sent to your fax 
machine, touch 2.  To speak with our receptionist touch 0.  Otherwise, please leave a 
message and I’ll return your call as soon as possible.” 
 
Configuring the PC 
VoiceTrak can operate with the multiple drivers required for the Rhetorex board, fax 
board and network interface board -- but not all computers or technicians can make it 
happen.  Memory management is tricky and each computer system is unique.  We have 
provided, and will provide, information which works with equipment provided by us.  
Customers who provide their own PC equipment are on their own as it is not remotely 
possible to be acquainted with every PC ever built!  However, we service\
 and support 
what we sell. 
 
To configure the PC for use with the VoiceTrak fax service, first obtain a special version 
of VoiceTrak that includes the fax service capabilities. 
 
 
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							Mapping 
Map a keypress from the main salutation to transfer to a department.  The following 
action codes are available: 
 
Action Code F One-touch keypress to access specific document.  Only a few fax 
documents can be offered this way.  It makes sense to include only 
the most popular fax requested - typically the master document 
which lists all other fax documents. 
 
Action Code P Dial a three-digit number and add a fax to the selection list.  When 
the action code D is executed, the caller is prompted to enter a 3 
digit fax selection number.  If the fax document does not exist the 
caller will be informed. 
 
Action Code L (Used only with RFAX boards)  Replays the list of selected fax 
documents. 
 
Action Code S (Used only with RFAX boards)  Starts the fax sequence by 
prompting the caller to enter their fax number.  In the local calling 
area this should be a 7 digit number.  If the number is 7 digits or 
greater, the entry for Local Call will be added automatically.  This 
parameter is located on the Custom screen, page 2, and generally 
is set for 9, to obtain an outside line and pause.  If the caller 
enters a 10-digit number (toll call) the system will automatically add 
a 1 for long distance access, if one has not been entered by the 
caller.  If the caller enters 7702703884 the system will 
automatically change it to 9,17702703884. 
 
FAXTrak Prompts  
The following voice prompts are required and may be altered to fit your operation.  
Please see Phone Access, for information on how to re-record prompts. 
 
370 You must now enter your fax number.  Outside the Atlanta metro area enter your 
3 digit area code and 7 digit fax number followed by the pound sign.  In\
 the 
Atlanta metro area, dial your 7 digit fax number and the # sign. 
 
373 Was this the correct telephone number for your fax machine?  Touch 1 for\
 yes, 2 
for no. 
 
376 Please enter the document number.  If you are finished selecting documents 
touch the # sign. 
 
377 Im sorry.  The fax document number you selected is not in the system. 
 
521 Please press the start button on your fax machine.  (This prompt applies ONLY 
to the 4 port Rhetorex RFAX board, not the Intel board!) 
 
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							522 No faxes have been selected. 
 
523 The faxes you selected are... 
 
524 End of list. 
 
525 The fax documents you requested will be sent shortly.  FAXTrak will make two 
attempts to call if the fax machine is busy or not answered.  Thank you \
for using 
FAXTrak by VoiceTrak. 
 
Creating Fax Documents 
Documents must be converted or created using ASCII, PCX or DCX format and 
imported to the VoiceTrak machine.  Documents should be saved with a DCX or PCX 
extension and then copied to the C:\FAXDOCS or the network drive.   
 
Be sure your word processor can save documents in the PCX format, or tha\
t you have 
access to a software utility which can convert your documents to the PCX or DCX 
format.  
 
Locating Fax Files on a Network 
It is possible to locate the fax files on a file server.  The files shou\
ld be located in their 
own directory on the network.  If you wanted to use the F: drive and t\
he FAXSETUP 
directory, it would be necessary to add the following line to the VOICE.BAT file: 
SET FAXPATH=F:\FAXDOCS 
You may establish any valid path as the FAXTrak document path. 
 
Be sure adequate network rights to these files have been assigned. 
 
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							VoiceTrak Prompts 
 
 
These recordings may be re-recorded via telephone.  Access VoiceTrak and\
 touch **. 
 Enter the master password.  Touch 1 for Voice Prompt maintenance.  
 
Note:  These recordings were produced with professional equipment and 
recordings made via telephone will not have the same sound quality of the 
originals.  To discuss modification of these prompts, or recording customized 
greetings for your company, contact VoiceTrak at 770-945-17760. 
 
005 - Im sorry, that extension is busy.  Please try another extension, or touch zero for the operator. 
 
007 - Please hold while I transfer you to the switchboard operator. 
 
009 - Thank you for calling.  Goodbye. 
 
010 - Please hold while I try that extension for you.  (This prompt plays ONLY if the VoiceTrak customer 
parameter Transfer Prompt has been changed to 0.  If no prompt is de\
sired during a transfer, delete 
MESS010.VOX and change the Transfer Prompt parameter to 0. 
 
011 - Thank you, Im connecting your call to... 
 
012 - You’re the next caller in line.  Please hold while I dial the number for...   (Optional O box prompt) 
 
013 - I am transferring a call to your extension. 
 
014 - Im sorry, I did not understand your request.  Please try again. 
 
015 - Im sorry, that extension is busy.  Please try another extension, touch 0 for the operator or call back 
later. 
 
016 - Im sorry, there is no answer at that extension.  Please try another extension, touch 0 for the 
operator, or call back later. 
 
021 - You have no more messages. 
 
022 - Let me repeat your choices, so you may start over. 
 
024 - Please enter another extension, touch 0 for the operator, or call \
back later. 
 
035 - Whom may I say is calling?  Please state your name at the tone. 
 
040 - Please touch 2 to Accept this call, or 3 to Forward the call to voice mail. 
 
043 - There are... 
 
044 - There is ... 
 
045 - ...call ahead of you.  To remain on hold, touch the # sign.  To le\
ave a message, touch 3.  To 
disconnect, touch star. 
 
046 - ...calls ahead of you.  To remain on hold, touch the # sign.  To l\
eave a message, touch 3.  To 
disconnect, touch star. 
 
050 - Im sorry, that extension is busy.  To try another extension just dial the extension number.  If you 
 
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							dont know the extension, touch 8 for dial by name.  To remain on hold for this extension, touch the # sign. 
 To leave a message, touch 3.  To disconnect, touch star. 
 
052 - That extension is busy.  Touch the pound sign to remain on hold, 3 to leave a message, enter 
another extension, or touch star to exit. 
 
053 - ..notification entry.  Touch 1 to review, or 2 to proceed.  Touch the pound sign to exit. 
 
055 - Using the letters on your telephone, enter the first three letters of your parties first or last name.  For 
the letters Q or Z, use the number 1. 
 
057 - Im sorry, I did not recognize that name.  Using the letters on your telephone, enter the first three 
letters of your parties first or last name.  For the letters Q or Z, us\
e the number 1.  For more options, touch 
the pound sign. 
 
061 - Touch 1 for ... 
 
062 - Touch 2 for ... 
 
063 - Touch 3 for ... 
 
064 - Touch 4 for ... 
 
065 - Touch 5 for ... 
 
066 - Touch 6 for ... 
 
067 - Touch 7 for ... 
 
068 - Touch 8 for ... 
 
069 - Touch 9 for more options... 
 
070 - No one is available to take your call.  Please leave a message. 
 
075 - Im sorry.  There is no recording for that mailbox. 
 
080 - At the tone, leave your message.  When finished touch the pound sign for more options or hang up. 
 
080A - At the tone, leave your message.  When finished, touch the pound sign. 
 
082 - To send your message, touch #.  To hear your message, touch 1.  To\
 erase and record again, touch 
2.  To add more to this recording, touch 3.  To cancel this message, tou\
ch star. 
 
083 - To send your message, touch #.  To hear your message, touch 1.  To\
 add more to this recording, 
touch 3.  To cancel this message, touch star. 
 
085 - Are you still holding?  If so, please say yes at the tone. 
 
090 - Thank you.  Your message has been sent. 
 
102 - For new messages, touch 1.  For old messages, touch 2.  To send a message, touch 3.  For mailbox 
setup functions, touch 4.  For user options, touch 5. 
 
103 - Using the letters on your telephone, enter the first three letters of your parties first or last name.  For 
the letters Q or Z, use the number 1. 
 
105 - Im sorry, I did not recognize that name.  Using the letters on your telephone, enter the first three 
letters of your parties first or last name.  For the letters Q or Z, us\
e the number 1. 
 
 
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							108 - Im sorry, you do not currently have access to that feature.  Please see your system administrator. 
 
109 - Im sorry, that is not a valid entry. 
 
110 - You have ... 
 
112 - ... new messages 
 
113 - ... new message 
 
114 - ... old messages 
 
116 - ... old message 
 
121 - You have no more messages. 
 
122 - To review your message, touch 1.  To save this message touch #, or\
 to erase this message, touch 
star.  To transfer this message to another user, touch 8. 
 
123 - To save this message, touch #.  To erase this message, touch star.\
   
To review your message, touch 1.  While reviewing your messages, touch 5 to pause.  To rewind, touch 4. 
 To fast-forward, touch 6.  To reply, touch 7.  To transfer this message\
 to another user, touch 8.   
 
124 - Im sorry, you cant reply to an outside message. 
 
125 - ... received your message on ... 
 
132 - To send this message standard, touch 1.  To send this message certified touch 2. 
 
133 - Your message has been sent certified. 
 
134 - Message Saved. 
 
135 - Message Deleted. 
 
139 - To cancel this operation, touch *.  Please enter the next recipients mailbox number or touch pound 
to finish addressing. 
 
140 - Please enter the mailbox number of the person to receive this mess\
age. 
 
142 - That is an invalid mail box.  Please try again. 
 
143 - Begin speaking at the tone.  To review your message, touch 1.  To finish touch the pound sign. 
 
145 - To review your message, touch 1.  To erase and start over, touch *.  To send your message touch 
the pound sign. 
 
147 - Your message was too short and nothing was recorded.  Please try a\
gain. 
 
148 - Entry Deleted 
 
150 - You have ... 
 
152 - ...notification entries.  To review, touch 1.  To proceed, touch 2.  To exit, touch the pound sign. 
 
153 - ...notification entry.  To review, touch 1.  To proceed, touch 2.  To exit, touch the pound sign. 
 
155 - Blank. 
 
160 - To add an outcall entry, touch 1.  To modify, touch 2.  To delete, touch 3.  To exit, touch the pound 
 
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