Key Voice Voice Processing SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE Everything Your Business Calls For
NOTICE NOTICE TO END USER: CAREFULLY READ THE FOLLOWING TERMS AND CONDITIONS. USE OF THE SOFTWARE CONTAINED IN THIS PACKAGE CONSTITUTES YOUR ACCEPTANCE OF THESE TERMS AND CONDITIONS AND AGREEMENT TO ABIDE BY THEM. If you do not agree with the terms and conditions of this Agreement, return the package and its entire contents to the location where you obtained it for a refund. In return for acquiring a license to use the Key Voice Technologies Inc.
Information in product documentation is subject to change without notice, and does not represent a commitment on the part of Key Voice Technologies Inc. No part of Key Voice manuals may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, for any purpose other than the purchaser's personal use, without the written permission of Key Voice Technologies, Inc. Products mentioned in this documentation that are not manufactured by Key Voice Technologies, Inc.
LIMITED WARRANTY The initial hardware and software of all Key Voice Technologies, Inc. (“Key Voice”) products accompanying this installation manual shall be referred to collectively herein as the “Product”. NonKey Voice products are warranted solely by the manufacturer in accordance with the manufacturer’s warranty, and are sold by Key Voice “as is”.
LIMITATION OF LIABILITY WITHOUT EXPANDING UPON THE FOREGOING WARRANTY, THE MAXIMUM LIABILITY OF KEY VOICE UNDER ANY WARRANTY, STATUTORY, EXPRESS OR IMPLIED, IS LIMITED TO THE PURCHASE PRICE OF THE PRODUCT.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Table of Contents 1. Performing System Supervisor Tasks .....................................................1-1 1.1 What Does the VP System Do?....................................................................................1-1 1.1.1 What is an Automated Attendant?........................................................................1-1 1.1.2 What is Voice Mail?...........................................................................................
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Mailbox Screen, General Tab (NT-based VP Systems) .......................................... 1-76 Mailbox Screen, Call Transfer Tab (NT-based VP Systems).................................. 1-77 Mailbox Screen, Recording Tab (NT-based VP Systems) ...................................... 1-78 Mailbox Screen, Message Delivery Tab (NT-based VP Systems) .......................... 1-79 Mailbox Screen, Pager Tab (NT-based VP Systems)..................................
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2.6.9 Retrieving a Message Already Sent to Another Mailbox...................................2-20 2.6.10 Logging into and out of ACD Boxes................................................................2-20 2.7 Listening to Question Box Answers...........................................................................2-21 2.8 Changing Languages in a Mailbox.............................................................................2-22 2.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 1. Performing System Supervisor Tasks Once the installing technician sets up the VP system at a site, an on-site system supervisor must be appointed to perform day-to-day system maintenance tasks. This document defines the tasks a system supervisor may need to perform and details the procedures for completing each task.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Live Attendant VP System Automated Attendant Asks to whom the caller wishes to speak. Plays a pre-recorded greeting that prompts the caller to either dial the extension of the party they are trying to reach or choose from a list of voiced options to route the call to a specific department or group. Listens to the caller’s response. Listens to the digits dialed by the caller. Says, “Please hold.” Plays a pre-record phrase, “Please hold...
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Live Attendant VP System Voice Mail Attendant places the message slip in a mailbox belonging to the recipient. VP system stores the voice message electronically in the recipient’s voice mailbox. Attendant dials the code to turn on message waiting lamp on the recipient’s telephone. VP system dials the code to turn on the message waiting lamp on the recipient’s telephone.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 This document discusses how you can make modifications to mailboxes and Routing boxes, which are the two most commonly used box types. Because these other types of boxes are used in conjunction with more intricate system setups, adjusting their functionality is best left to a certified VP system technician. Therefore, if you find you need to adjust the operation of any boxes other than mailboxes or Routing boxes, contact your VP system technician.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Possible System Supervisor Tasks Description Keyboard Input Required? Creating, modifying, and deleting subscriber mailboxes. Each employee (or group of employees) who uses the VP system to record voice mail messages in a mailbox or forward calls to other phone or extension numbers is assigned a mailbox on the system. As employees join and leave the company, their associated mailboxes must be created or deleted.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Possible System Supervisor Tasks Description Keyboard Input Required? The VP system can be set up to play different greetings and to process calls differently according to the time of day each call is received. Three different modes can be set up on the system: Day Service, Lunch Service, and Night Service. Each service mode is assigned a specific time segment of the day.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Possible System Supervisor Tasks Description Modify the greeting played by a Routing box. When a call comes into the VP system, it is processed by a Routing box, which plays a greeting to the caller and may offer the caller options on how the call can proceed (“Press 2 for Sales,” for example).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Possible System Supervisor Tasks Description Adjusting subscriber access to system features, including preventing subscribers from dialing certain telephone numbers. You can modify the VP system features to which a group of subscribers is permitted access by modifying the class of service assigned to the subscribers.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2. To access the Supervisor menu, press 6 (this option is not voiced).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 1. Add 2. Delete 3. Modify 4. Suspend 5. Restore 6. Reset #. Exit Enter box number Enter box number 1. Mailbox functions 2. Routing box functions 3. Question box functions* 4. Port functions 5. Broadcast functions 6. Night / day functions 7. System time* 8. System date* 9. System parameters* 0. First time setup* #. Exit Enter box number 1. Add 2. Delete 3. Modify #. Exit 1. Modify greeting 2. Modify routing #. Exit 1. Add 2. Delete 3. Modify #.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 1.3.1 Creating, Modifying, or Deleting a Mailbox over the Telephone You can create, modify, or delete a mailbox using options on the Mailbox Administration menu.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 To Exit Press # 4. To add a new the mailbox to the system, press 1. The system adds the new mailbox to the mailbox database. All default settings in the mailbox are set to the default parameters settings specified in prototype mailbox 9994. The default password for the mailbox is the same as the mailbox number. 5. To delete the mailbox from the system, press 2. The system deletes the mailbox from the mailbox database. 6.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 To Exit Press # Follow the prompts to complete the procedure. 9. To record a personal greeting for the mailbox, press 2. You can record up to 10 personal greetings for the mailbox (numbered 0 through 9). (Note that each mailbox owner can also log into the mailbox and complete this task—this does not need to be performed by a system supervisor.) 10.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 13. The system voices a prompt identifying the current call transfer set up, then voices the options: Press 1 if you would like to change the number Press * to turn this feature on or off, or Press # if you are satisfied Follow the prompts to complete the procedure. 14. To change the message notification feature, press 5.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 18. To review messages scheduled for future delivery, press 7. (Note that each mailbox owner can also log into the mailbox and complete this task—this does not need to be performed by a system supervisor.) 19.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 To issue a broadcast message: 1. From the Supervisors menu, press 5 for System Broadcast Message. The system voices the following options: To Hear the Current Broadcast Message Press 1 To Re-record the Broadcast Message Press 2 To Delete the Broadcast Message Press 3 To Exit Press # 2. To record a broadcast message, press 2. Follow the prompts to complete the procedure. 1.3.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 4. To shut down a port, press 1 to disable it. If you disable a port, all calls using that port are immediately terminated. 5. To enable a port that is currently shut down, press 2. 1.3.4 Temporarily Forcing the System into Day, Lunch, or Night Service Mode over the Telephone A system supervisor can override the regular Day Service, Lunch Service, or Night Service mode by forcing the VP system into another mode.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 1.3.5 Modifying the Greeting Played by a Routing Box over the Telephone Note: Only the mailbox that is designated as the “Owner” of the Routing box (the Owner box is specified on the Routing box’s setup screen) can make changes to the Routing box. Therefore, you must log into the owner’s mailbox (if this is different than the supervisor mailbox) over the phone, before you can make changes to the Routing box.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Box Greeting Number Greeting To record Routing box greetings or change currently active greetings: 1. From a telephone, call into voice mail and log into the mailbox that is designated as the owner of the Routing box. The system voices the Main menu: “To listen to your messages press 1. To send a message press 2. To change your options press 3.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2. Press 3 to change options.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 all the call routing options that are currently provided in the greeting so you can restate the appropriate call routing options in the new greeting you record (for example, “…Press 2 for Sales…”). Note that you can modify the single-digit call routing options by following the procedure provided later in this section. 7. To re-record the greeting, press 2. The system prompts you to enter the number of the greeting you want to re-record.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Note: Only the mailbox that is designated as the “Owner” of the Routing box (the Owner box is specified on the Routing Box setup screen) can make changes to the Routing box. Therefore, you must log into the owner’s mailbox (if this is different than the supervisor mailbox) over the phone, before you can make changes to the Routing box. When prompted for the box number you want to modify, you can then indicate the Routing box number. 1.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 5. When prompted, press 1 to confirm the number you entered or press # if the number you entered was incorrect. Once you press 1 to confirm, the system voices the Routing Box administration menu options: To Add Press 1 To Delete Press 2 To Modify Press 3 To Exit Press # 6. To make modifications to the Routing box, press 3. The system voices the options: To Change the Greeting Press 1 To Change the Routing Press 2 To Exit Press # 7.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Once you access this menu, be advised that you must not press # to exit it, since the # key invokes a change to the destination for the pound key. If you want to return to the previous menu, simply make no entry when you hear the special routing options prompt. 1.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 To access screens through the NT-based VP system screen interface: 1. From the Windows NT desktop, double-click the VP DATABASE icon. You are prompted to enter a password. 2. Type the password then press to log on to the VP system. The Main screen displays. The following illustration shows the structure of the NT-based VP system menus.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 1.4.1 Creating, Modifying, or Deleting a Mailbox through VP System Screens You can create, modify, or delete a mailbox using options on VP system screens. Through the screen interface, intricate technical modifications can be made to the mailbox that cannot be made through the VP system telephone interface. This guide includes instructions on making on-screen entries in fields that do not require an in-depth knowledge of the VP system.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Select button and choose the number of the box you want to modify or delete. The box displays on-screen. To delete the box, verify you are viewing the box you want to delete, then select the Delete button. When you are prompted to confirm the deletion, select the Yes button. For information on making modifications to fields on this screen, consult the information provided below and the program’s online help file (accessible by pressing ). 4.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 call to that number. The mailbox number can be the same as its owner’s extension number, or it can be different. For example, an arbitrary range of mailbox numbers 5100 through 5109 can transfer calls to extensions 20 through 29. Hint: For setup and system maintenance ease, create mailboxes with numbers that match the extensions to which they transfer calls.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 transferred. For information on selecting or modifying a transfer type, consult the VP system technician. VP: To (Page 1 screen) NTVP: Transfer to (Call Transfer tab) This field contains the number to which the VP system transfers the calls that route to this mailbox. The owner of the mailbox can call in and remotely change the number in the TO: field (unless the number is enclosed in brackets).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 YES, the VP system transfers calls to the specified number. If the field is set to NO, the VP system does not transfer calls, but takes messages instead. VP: Transfer Schedule (Page 1 screen) NTVP: During This Schedule (Call Transfer tab) If the mailbox transfer type is any value other than NO TRANSFER, this field indicates when calls to this box are transferred. The options are: Schedule ALWAYS Result Calls to this mailbox are transferred at all times.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 If the password is enclosed in brackets [ ], it cannot be changed remotely by the mailbox owner. If the password begins with two question marks (for example, ??1234), the VP system ignores the question marks when checking the password (the user enters 1234 when asked for the password. VP: Name Recorded (Page 1 screen) NTVP: Name button This field indicates whether the mailbox owner has recorded his/her own name.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 • When the VP system calls the owner to deliver his/her new messages (message notification): “Message for [name]. Press 1 if you would like to hear your messages.” • When another mailbox owner uses the send message feature to send a message to this box. The VP system plays the name for this box and asks for confirmation: “[Name]—if this is correct, press 1.” • When the directory feature is being used.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 The personal greeting is played when a caller is routed to the mailbox and any of the following occur: • • • The VP system attempts to transfer the call, but the called number does not answer The transfer type is set to NO TRANSFER The transfer-bypass feature is used If no personal greeting is recorded, the VP system plays the default greeting prompt: “[Name] is not available right now.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 NT-based VP system users can view and modify the classes of service by clicking on the Review Class of Service button. VP: Restricted - Client Of (Page 1 screen) NTVP: Restricted Access (General tab) If a valid mailbox number is entered into this field, the VP system treats this mailbox as a restricted mailbox.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: Pager Number (Page 2 screen) NTVP: Pager Number (Pager tab) This field indicates the telephone number of the paging service. The mailbox owner may change the number remotely. Normally, access codes for outside lines are not required here. To restrict pager calls to use lines in a particular line group, enter the letter (A, B, C, or D) of the line group in braces { } before the telephone number (for example, {A}5551212).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Note: This field is used to tell the VP system how long to wait between calls to the paging service. VP: Call Schedule (Page 2 screen) NTVP: Activate Pager During These Times (Pager tab) The pager notification feature follows a time schedule. The options are: Schedule ALWAYS DAY SERVICE NIGHT SERVICE SCHEDULE A, B, C, or D Result Pager notification is available at all times.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 • WAIT FOR A DIGIT This option is to be used only if the mailbox owner instructs the caller to choose an option in the personal greeting. This option provides the caller more time to enter a digit. If the caller does not enter a digit, the VP system then takes whatever action is specified in the field AFTER LEAVING MESSAGE.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Note: If the PAGER TYPE is DISPLAY / DIGITAL and the Pager notification service is currently turned off (either manually or due to the call schedule), callers hear the system prompt, “I’m sorry, I am unable to page that party right now,” and the call continues by taking whatever action is specified in the AFTER LEAVING MESSAGE field (VP systems) or AFTER RECORDING MESSAGE field (NTVP systems).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 greeting or menu, or it is the mailbox number of an individual taking calls for this mailbox owner. VP: After Leaving Message (Page 2 screen) NTVP: After Recording Message (Recording tab) You have the following options: Option GO TO BOX SAY GOODBYE Action Indicated Allows the call to route to another box. The new box number is entered in the next field. The VP system says, “Good-bye,” then hangs up.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: If Call is via D.I.D., Play Greeting in Language (Page 2 screen) NTVP: Use Language (General tab) This field indicates the language that callers hear when a call is routed to this mailbox via D.I.D. This entry is required, since the D.I.D. digits are received before the VP system is able to ask the caller which language he/she wants to use. Consult the VP system installation technician for information on completing this field.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 NT-based VP system users can view and modify the schedules defined for the mailbox by clicking on the View Schedules button. Message Delivery This section describes each field associated with the message delivery feature. VP: Call (Page 2 screen) NTVP: Call (Message Delivery tab) This field contains the telephone number the VP system is to call to inform the mailbox owner that there are new message in his/her mailbox.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: Schedule (Page 2 screen) NTVP: During X (Message Delivery tab) This field indicates when the VP system is to deliver messages to this number. The options are: Schedule Result ALWAYS This number is called any time there are new messages in the mailbox. DAY SERVICE This number is called only during Day Service, as defined on the BUSINESS HOURS screen.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Option Action Indicated URGENT MSGS ONLY The VP system delivers only messages marked as urgent. Non-urgent messages are not delivered. ALL MESSAGES The VP system delivers all messages sent to the mailbox. Setting this field to DISABLED overrides the field indicating the schedule. The owner of a mailbox can call in remotely and turn his/her message delivery feature ON or or change the first number to be called.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: Hotel Guest Privileges Only (Page 4 screen) NTVP: Hotel Guest Privileges Only (Hotel tab) When set to YES, this field restricts the options available to the mailbox. When the mailbox owner opens his/her mailbox, the only options are listening to his/her messages or scheduling a wake-up call.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 1.4.2 Creating, Modifying, or Deleting a Group Box through VP System Screens Group distribution lists, which are defined in a Group box, provide subscribers an easy way to send one message they record to multiple individuals, without specifying each individual recipient’s extension.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2. Select GROUP BOX from the Boxes menu. 3. Select the New button at the top of the screen to create a new box. When prompted, enter the number of the box you want to create. The VP system displays the new box. To modify or delete an existing box, select the Select button and select the number of the box you want to modify or delete. The box displays on-screen.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 the screen. To view a new box, use keys (select a box number), (previous Group box), or (next Group box). To add a new Group box, press (add). (NT-based VP system users can also select from icons at the top of the screen.) VP: Name Recorded NTVP: Record Name button This field identifies whether the name of the Group box has been recorded. On NT-based VP systems, an existing recording is signified by a red light displaying on the button.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: List of Members NTVP: (Unlabeled List of Members area) These fields indicate the current members of the Group box. To add a mailbox to the group, enter the mailbox number on this list. To delete a mailbox from the group, move the cursor to the mailbox number to be deleted, and delete the number from the field. A Group box can contain up to 50 members.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 To modify the company business hours through the DOS-based VP system screen interface: 1. From the Main menu, select SYSTEM INFORMATION. The Box Information menu displays. 2. Highlight BUSINESS HOURS from the menu then press . The BUSINESS HOURS screen displays. 3. Modify the business hours on the BUSINESS HOURS screen.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Note: All times must be entered in 24-hour format—for example, enter 8:00 PM as 20:00). If prompts171, 172, and 173 are recorded on the VP system, the initial greeting (as programmed in the LINE INFORMATION screen) is automatically preceded with the appropriate prompt. Prompt 171, “Good morning…” is voiced from midnight until noon. Prompt 172, “Good afternoon…” is voiced from Noon until the time set in the field Change “Good Afternoon “ to “Good Evening.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 The VP system is now advised of the New Year’s holiday. Each time a call arrives on January 1, the VP system routes the call to box 8500. Note: Holiday greetings are in effect for the entire 24-hour period of the calendar day. To complete this example, Routing box 8500 must be created. You add Routing boxes by accessing the ROUTING BOX screen. Press to add a Routing box and type 8500 in the window that displays.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 1.4.5 Modifying the Greeting Played by a Routing Box through VP System Screens Before modifying any Routing box greetings, refer to section 1.3.5 for information on the Routing box setups on the VP system and Routing box greetings. Note that if you use the following procedure to change the greeting in a Routing box, you must update the Routing box call routing structure to relay new instructions to the caller.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: Greeting Recorded NTVP: Record Greeting button This field identifies whether a greeting has been recorded for the Routing box. On NT-based VP systems, an existing recording is signified by a red light displaying on the button. The greeting is played as soon as a caller is routed to the Routing box. On DOS-based VP systems, when you bring the cursor into this field, a menu appears, offering the option to play, delete, copy, or record the greeting.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Note that if you use the following procedure to change the single-digit call routing set up, you must update the Routing box greeting to relay new instructions to the caller. Use the procedure presented earlier in this section to update the greeting as necessary. To modify call routing through the DOS-based VP system screen interface: 1. From the Main menu, select BOX INFORMATION. The Box Information menu displays. 2.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 The field descriptions provided below identify the function of certain fields on the ROUTING BOX screen. Be advised that due to differences in the screen design between DOS-based and NT-based VP systems, the placement of fields on several system screens vary slightly. Fields used in DOS-based VP systems are prefaced below with VP, and fields used in NTbased VP systems are prefaced with NTVP.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 If a digit is dialed, the VP system checks the field DIGIT RECEIVED, WAIT FOR MORE DIGITS: * If this field is set to NO, the VP system immediately attempts to route the call based on the single digit dialed. If the DESTINATION FOR DIGIT field contains a valid box number, the call is immediately sent to the new box.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 If the caller dials any digit while the Routing box greeting is playing, the VP system stops the greeting and routes the call based on the day (not based on the digit dialed). CALL SEQUENCE NUMBER The VP system plays the Routing box greeting. Once the greeting ends, the call immediately routes to the box specified in one of the digit destination fields, in numerical order.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Day Service mode, the call routes to the box associated with DESTINATION FOR DIGIT 1. During Night Service mode, the call routes to the box associated with DESTINATION FOR DIGIT 2, etc., as shown in the table below.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 There are 8 classes of services (0 through 7) that can be set up then applied to mailboxes on the VP system. Two of them are pre-configured on the system. Class of service 0 is assigned by default to the prototype mailbox 9994, which serves as a template for every mailbox that you create on the system. Class of service 7 is assigned supervisor mailbox privileges by default.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Be advised that due to differences in the screen design between DOS-based and NT-based VP systems, the placement of fields on several system screens vary slightly. Fields used in DOS-based VP systems are prefaced below with VP, and fields used in NTbased VP systems are prefaced with NTVP. If the NTVP field resides on a certain tab on the screen or if the VP field resides on a certain screen page, the tab or page is identified next to the field name.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Routing boxes on the system. Because you usually set up Routing boxes with at least 2 greetings, this parameter must be set to at least 2 in the supervisor mailbox class of service. VP: Maximum Greeting Length NTVP: Maximum Greeting Length (Greetings tab) When a mailbox owner calls in to re-record his/her personal greeting, the VP system limits the length of the new greeting to the value entered in this field. The default setting is 60.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: Automatically Delete NEW Messages After X Days NTVP: Automatically Delete NEW Messages After X Days (Messages tab) Note: Use this parameter with caution. Improper use may cause important messages to be lost. The VP system deletes new messages from mailboxes belonging to this class of service after the number of days you specify. A new message is one the mailbox owner has not yet listened to.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: Access to P.A. NTVP: Callers Can Page via PA System When a caller is listening to a mailbox owner’s greeting, one of the features the VP system offers is the option to have the call announced over the P.A. system. Use this field to allow or deny access to the P.A. feature for callers to mailboxes belonging to this class of service. The default setting is YES.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: When Exiting Open Mailbox, Go To Box NTVP: When Exiting Open Mailbox, Go To Box When a mailbox owner has logged in to his/her box, has concluded listening to messages, changing options, etc., and has selected to exit from the Main menu, this field tells the VP system where to send the call. VP system users should retain the default setting in this field as 821.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 VP: While In Queue, Say Position In Line NTVP: While in Queue Announce Position in Line (Call Holding tab) While a caller is in the queue, holding for an extension, the VP system can keep him/her informed on the progress of the call. If you set this field to YES, the VP system announces to the caller: “That extension is still busy. You are number [#] in line. If you would prefer to leave a message, press 1, or to speak with an operator, press 0.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Note: The time between tries to a busy extension is determined by the length of each hold prompt recorded. The prompt supplied with the VP system (prompt 146) is approximately 30 seconds.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2. Using a Mailbox as a Subscriber 2.1 Identifying Yourself as the Mailbox Owner When you call in to the VP system, you are treated as an outside caller and you can leave messages, transfer to an extension, and access features available to outside callers. To listen to the messages in a mailbox, you must identify yourself to the VP system as the mailbox owner by logging into the mailbox.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 If you press # once when asked for the password, the VP system assumes you do not want to log in to the mailbox. 2.2 Completing the New User Tutorial The first time a new owner opens his/her mailbox, the VP system provides a brief tutorial session that explains a few basic functions, then allows the owner to record his/her name and personal greeting and select a password. The tutorial text and functionality is described below.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Tutorial Part Recording Your Greeting Entering a Password Tutorial Text Keypress Results “If you are not able to answer your phone, I will play your personal greeting to the caller. Your greeting should sound something like this: ‘Hello, this is Mary. I’m sorry I cannot take your call right now. If you would like to leave me a message, press 1, or press 3 if you would like to speak to someone else.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Tutorial Part Including Your Name in the System Directory Tutorial Text Keypress Results “If you would like to be included in the dial-by-name directory, press 1. Otherwise press 2”. If the last name field of the mailbox on the mailbox screen is blank (or if it consists entirely of digits), the VP system offers you the option to have your name included in the system’s directory, which is available to callers attempting to access a specific party.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 The VP system then plays the Main menu, offering you various options: Note: Not every system or mailbox has access to every option. “To listen to your messages, press 1. To send a message, press 2. To change your options, press 3. To listen to questionnaire answers, press 4. (heard only if mailbox owns a Question box) To change languages, press 5. (heard only if multi-lingual capability is in use) For supervisor functions, press 6.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Message menu 8. Rewind 9. Fast forward 0. Pause 1. New message 2. Old messages *. Get Faxmail * #. Exit Enter box number to which message should be sent, or press star for directory. Options menu Main Voice menu 1. Listen to messages 2. Send a message 3. Change options 4. Listen to questionnaire answers 5. Change languages 6. Supervisor functions 7. Fax * 9. Short-cut to new messages 0. Place an outgoing call 1. Change name 2. Change greeting 3.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2.4 Listening to Messages If you press 1 from the Main menu to listen to messages, the VP system asks you whether you want to hear new messages (those you have not heard before) or saved (old) messages (those you have heard before, but have not yet deleted): “For new messages, press 1. For saved messages, press 2. Or, to exit, press #.” If you make no choice, or choose # to exit, the VP system returns you to the Main menu.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 • If the message was sent by another mailbox owner from within his/her mailbox, the VP system says the name of the sender, for example, “From Ted Smith” (see note below). • If the message was manually forwarded, the VP system says who the original recipient was, for example, “This message was forwarded from Mary Jones” (see note below).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2.4.2 Selecting Options Between Messages Each time the VP system plays a message, it ends by offering you the following choices: “To replay the message, press 1. To save and play the next message, press 2. To save the message as new, press 3. To delete the message, press 4. To adjust the volume, press 5. For more options, press 6. Or to exit, press #.” Each option is defined below. If you do not press a digit, the VP system returns you to the Main menu.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 • More Options—The VP system offers the following options: “To forward a copy of this message, press 1. To reply to the message, press 2. To speak with the sender of the message, press 3. To delete the message, press 4. To hear the time and date of the message, press 5. Or to exit, press #.” Note: • The VP system offers options 2 and 3 only if it has enough information to perform the functions (see the description of these options below).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Note: • The reply to message option is available only if a message was sent by another mailbox owner from within his/her open mailbox (the sender has logged in to his/her mailbox and chosen option 2, Send a message, from the Main menu).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 to automatically play the message time and date at the beginning or end of the message on the OTHER CUSTOMIZATIONS screen (VP systems) / GENERAL INFORAMTION screen (NTVP systems). 2.5 Sending a Message If you press 2 from the Main menu to send a message, the VP system prompts you to indicate the box number. You can send a message to any mailbox or Group box, or to several mailboxes or Group boxes.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 If you press 1, the VP system asks you to record your message after the tone. Once you record the message, the VP system offers the following options: Digit 1 Function Send Description Send the message. You are offered the following sending options: 1. Send with normal delivery (the default). 2. Send as an urgent message. Urgent messages are played first. 3. Send as a private message. Private messages cannot be forwarded. 5.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Digit * Function Schedule Description Schedule this message for delivery at a future time and date. The VP system prompts you to enter the time and date for delivery of the message, then plays back the information you entered for confirmation. Choosing this option takes the place of pressing 1 (send), which would deliver the message immediately. 2.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2.6.1 Recording a Name If you press 1 from the Options menu to record a name in the mailbox, the VP system plays the current recording of the name and prompts you to change it: “To replay your name, press 1. To re-record your name, press 2. To delete your name, press 3. Or, to exit, press #.” If you press 1, the VP system plays the current recording of the name, then plays the menu again.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 If you enter a number for a box that you do not own, the VP system says, “I’m sorry, you do not own that box.” then re-plays the Options menu. If you enter a number of a box that you do own, the VP system plays the following menu: “To replay the greeting, press 1. To re-record the greeting, press 2. To delete the greeting, press 3 To select a new active greeting, press 5. Or, to exit, press #.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Note: If the class of service assigned to the mailbox allows multiple greetings (ranging from 0 to 9), record greeting 0 first since this is the active greeting by default. You can then record additional greetings 1 through 9, as allowed by the class of service. 2.6.3 Changing a Password If you press 3 from the Options menu to change your password, the VP system prompts you to enter a new password.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 like to change the number.” If the call transfer service is currently disabled (off), you hear the prompt, “Your calls are currently being transferred to voice mail. Press 1 if you would like to change the number.” Press * to toggle the call transfer service on (callers are transferred to the telephone) and off (callers hear the mailbox greeting immediately).
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 To change the message notification number, use the technique described above for changing the call transfer service. To toggle the message notification feature on or off, press *, also as described above. Note: This option allows you to change the first telephone number the VP system calls to inform you that you have new messages. You can also toggle message notification on and off using this option. 2.6.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 If you do not have any messages scheduled for future delivery, or after you have listened to all of the future delivery messages, the VP system says, “You have no [more] messages scheduled for future delivery,” 2.6.8 Changing the Personal Distribution Lists If you press 8 from the Options menu to change a personal distribution list, the VP system prompts you through the process of making personal distribution list modifications.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 Once the VP system adds the extension you specified to or deletes it from the ACD group, the system voices the confirmation prompt, “Extension [number] has been [added to / deleted from] ACD group [name].” 2.7 Listening to Question Box Answers If the mailbox owns one or more Question boxes, you can press 4 to listen to answers recorded as messages in the mailbox.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 The same basic message play features apply when you are listening to Question box answers as when you listen to regular messages. Press 1 to replay the entire set of answers, press 2 to save the set as an old set and proceed to the next set of answers, press 3 to save the set as a new set of answers, and press 4 to delete the answers.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER. 1 2.10 Exiting a Mailbox If you press # from the Main menu to exit, the VP system closes the mailbox and routes your call to a new box. To determine where to send your call, the VP system looks at the CLASS OF SERVICE screen in the field WHEN EXITING OPEN MAILBOX, GO TO BOX.
SYSTEM SUPERVISOR AND SUBSCRIBER GUIDE 9.0 VER.
