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Cost Proposal – Criminal Information System Solution and Intelligence Management System Solution for the State of Nebraska

Sealed Cost Proposal

ATTN: Robert Thompson or Ruth Gray State Purchasing Bureau 301 Centennial Mall South, Mall Level Lincoln, NE 68508

DataWorks Plus Contact: Dan Pastorini (832) 237-7774 [email protected]

RFP #: 2935Z1 Due Date: 6/30/09 Due Time: 2 PM CIS and IMS Solutions

Technical Response

ORIGINAL

ATTN: Mr. Paul Anderson Contract Administrator San Diego Assn. of Governments 401 B Street, Suite 800 San Diego, CA 92101

DataWorks Plus Contact: Todd Pastorini (925) 240-9010

[email protected]

RFP #: 5002014 Due Date: 5/14/09 Due Time: 11 AM Middleware Solution

Cost Proposal – Middleware Solution Automated Regional Justice Information System (ARJIS) A JPA Administered by San Diego Association of Governments (SANDAG)

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Cost Proposal – Portal Solution Automated Regional Justice Information System (ARJIS) A JPA Administered by San Diego Association of Governments (SANDAG)



[email protected]

RFP #: 5002014 Due Date: 5/14/09 Due Time: 11 AM Portal Solution

COPY


[email protected]

RFP #: 5002014 Due Date: 5/14/09 Due Time: 11 AM Portal Solution

SEALED COST

Cost Proposal – Portal Solution Automated Regional Justice Information System (ARJIS) A JPA Administered by San Diego Association of Governments (SANDAG)


INSTALLATION

MANUAL

PERFECT VOICE EMBEDDED SYSTEMS INSTALLATION & MAINTENANCE

Table of Contents

INTRODUCTION .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

1 Introduction ...................................................................................................................13 1.1 What is Perfect Voice? ..................................................................................................................... 13 1.2 Modes of Operation ......................................................................................................................... 13 1.3 What Perfect Voice Can Do For Callers ............................................................................................. 14 1.4 What Perfect Voice Can Do For Users ............................................................................................... 14

1.4.1 Other Functions...........................................................................................................................................14

INSTALLATION .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2 Installation .....................................................................................................................19 2.1 Overview of Hardware Options ........................................................................................................ 19 2.2 Step 1: Unpack and Inspect Perfect Voice ......................................................................................... 20 2.3 Step 2: Install BSIS Card if Using SMDI Integration ............................................................................ 20 2.4 Step 3: Program Telephone System .................................................................................................. 21

2.4.1 CIX/CTX Station Programming (Programs 200, 209, 218)...............................................................................21 2.4.1.1 Program 200: Station Data Assignment ..................................................................................................21 2.4.1.2 Program 209: Hunt Groups ....................................................................................................................21 2.4.1.3 Program 218: Station Hunt Assignments ................................................................................................22

2.4.2 CIX/CTX System Programming for IBS (Programs 579, 580) ...........................................................................22 2.4.2.1 Program 579: System Voice Mail Data ...................................................................................................22 2.4.2.2 Program 580: Voice Mail Port Data ........................................................................................................22

2.4.3 CIX/CTX System Programming for SMDI (Programs 579,580)........................................................................23 2.4.3.1 Program 579: System Voice Mail Data ...................................................................................................23 2.4.3.2 Program 580: Voice Mail Port Data ........................................................................................................23 2.4.3.3 Program 804: Voice Mail Port Data (Not necessary for CIX40 and CTX28)................................................24 2.4.3.4 Program 803: SMDI Port Assignments (Not necessary for CIX40 and CTX28) ...........................................24

2.4.4 Programming Toshiba Strata DK Telephone Systems (Flash8 & Tis16-Series 2 Only) ......................................24 2.5 Step 4: Shut Down Telephone System ............................................................................................... 25 2.6 Step 5: Install Perfect Voice Hardware .............................................................................................. 26

2.6.1 Flash 8 Hardware Installation .......................................................................................................................26 2.6.1.1 Flash 8: Connect the AC Power Adapter .................................................................................................26 2.6.1.2 Flash 8: Connect the Telephone System .................................................................................................27 2.6.1.3 Flash 8: Placement of the System ..........................................................................................................28

2.6.2 Printed Circuit Board Hardware Installation (Octet, Tis16 Series 2, Tis216 Series 3) .......................................28 2.6.2.1 Locate available slot for the Board. ........................................................................................................28 2.6.2.2 Insert the Board and Make Connections ................................................................................................28

2.7 Step 6: Restart CIX/CTX/DK and Verify Perfect Voice Is Functioning Properly ..................................... 29 2.8 Step 7: Configuring the System ......................................................................................................... 30

2.8.1 Configuring the System via the Telephone....................................................................................................30 2.8.3 Set the System Date and System Time via the Telephone .............................................................................31 2.8.4 Select the Telephone System Type via the Telephone ...................................................................................32 2.8.5 Select a Pre-Configured Dialplan via the Telephone ......................................................................................33 2.8.6 Recording System Greetings ........................................................................................................................34

2.8.6.1 Manually Select the Open or Closed Mode via the Telephone ................................................................35 2.8.7 Setting the Business Hours...........................................................................................................................36 2.8.8 Setting Up Single Digit Users via the Telephone ............................................................................................37

2.8.8.1 Setting Up Transfer-Only Single Digit Users ............................................................................................37 2.8.8.2 Setting Up Single Digit Audiotext Users ..................................................................................................38 2.8.8.3 Single Digit Departmental Login .............................................................................................................39

2.8.9 Changing the Default Operator via the Telephone ........................................................................................40 2.8.10 Configure Auto-Transfer to Fax Extension via the Telephone ....................................................................41 2.8.11 Configure Auto-Transfer to TDD Equipment via the Telephone ................................................................42 2.8.12 Configuring the System for SMDI via the Telephone .................................................................................43


2.8.13 Pager Notification ...................................................................................................................................44 2.8.13.1 Activate/Deactivate Pager Notification via the Telephone ......................................................................44 2.8.13.2 Notification Cycle ..................................................................................................................................45

2.9 Directory Assistance......................................................................................................................... 46 2.9.1 Search Directory Assistance by First or Last Name ........................................................................................46 2.9.2 Set up Users for Directory Assistance ...........................................................................................................47

2.9.2.1 Additional fields related to Directory Assistance ....................................................................................48

SYSTEM CONFIGURATION .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

3 SCREENS Interface .........................................................................................................51 3.1 Accessing SCREENS .......................................................................................................................... 51

3.1.1 Levels ..........................................................................................................................................................51 3.1.2 Logging In ....................................................................................................................................................52

3.2 Screens Menu Basics ........................................................................................................................ 53 3.2.1 Browse Mode Basics ....................................................................................................................................54

3.2.1.1 Browse Mode Function Keys..................................................................................................................55 3.2.2 View Mode Basics........................................................................................................................................56

3.2.2.1 View Mode Function Keys .....................................................................................................................57 3.2.3 Edit Mode Basics .........................................................................................................................................58

3.2.3.1 Edit Mode Function Keys .......................................................................................................................59 3.2.3.2 Editing Fields - Pop-Up Menus ...............................................................................................................59

3.2.4 Add Mode Basics .........................................................................................................................................60 3.2.4.1 Add Mode Function Keys .......................................................................................................................61

4 Main Menu ....................................................................................................................62

5 Receptionist ...................................................................................................................63 5.1 Receptionist - User Directory ............................................................................................................ 64

5.1.1 Field Descriptions – User Directory – Screen 1 ..............................................................................................64 5.1.2 Field Descriptions – User Directory – Screen 2 ..............................................................................................71 5.1.3 Field Descriptions – User Directory – Screen 3 ..............................................................................................74 5.1.4 Field Descriptions – User Directory – Screen 4 (View Mode Only) .................................................................77 5.1.5 Field Descriptions - Adding a New User ID ....................................................................................................78 5.1.6 Creating New Users Using the Copy Command .............................................................................................79

5.1.6.1 Example – Creating a New Record Using the Copy Command .................................................................79 5.2 Receptionist - Instance Setup ........................................................................................................... 81

5.2.1 Field Descriptions – Instance Setup – Screen 1 .............................................................................................82 5.2.2 Field Descriptions – Instance Setup – Screen 2 .............................................................................................83 5.2.3 Field Descriptions – Instance Setup – Screen 3 .............................................................................................85 5.2.4 Field Descriptions – Instance Setup – Screen 4 .............................................................................................87

5.3 Receptionist - Message Information ................................................................................................. 90 5.3.1 Field Descriptions ........................................................................................................................................91

5.4 Receptionist - List Management ....................................................................................................... 93 5.4.1 Field Descriptions ........................................................................................................................................93

5.5 Receptionist - Parameters ................................................................................................................ 94 5.5.1 Field Descriptions – Parameters – Screen 1 ..................................................................................................94 5.5.2 Field Descriptions – Parameters – Screen 2 ..................................................................................................96

6 Notify .............................................................................................................................99 6.1 Notify - Notification ....................................................................................................................... 100

6.1.1 Field Descriptions – Notification Event Records – Screen 1 ......................................................................... 100 6.1.2 Field Descriptions - Notification Event Records – Screen 2 - View Mode Only .............................................. 102

6.2 Notify - Class of Service .................................................................................................................. 103 6.2.1 Field Descriptions – Class of Service – Screen 1........................................................................................... 103 6.2.2 Field Descriptions – Class of Service – Screen 2........................................................................................... 106 6.2.3 COS Operators........................................................................................................................................... 106 6.2.4 COS Database Variables ............................................................................................................................. 109

6.3 Notify - Schedules .......................................................................................................................... 111 6.3.1 Field Descriptions – Notification Schedules – Screen 1 ................................................................................ 111


6.4 Notify - Parameters ....................................................................................................................... 113 6.4.1 Field Descriptions – Notification Setup Parameters – Screen 1 .................................................................... 113

7 System ......................................................................................................................... 116 7.1 System - Channels .......................................................................................................................... 117

7.1.1 Field Descriptions - Channels – Screen 1 .................................................................................................... 117 7.2 System - Telephone System ............................................................................................................ 120

7.2.1 Field Descriptions – Telephone System - Screen 1 ...................................................................................... 120 7.2.2 Field Descriptions – Telephone System - Screen 2....................................................................................... 123

7.2.2.1 With Call Screening ............................................................................................................................. 123 7.2.2.2 No Call Screening ................................................................................................................................ 124

7.2.3 Field Descriptions – Telephone System - Screen 3....................................................................................... 126 7.2.3.1 Outbound Dialing and Notification....................................................................................................... 126

7.3 Importing Telephone Systems ........................................................................................................ 128 7.3.1 Importing Telephone Systems .................................................................................................................... 128

7.4 System - Integration....................................................................................................................... 131 7.4.1 What is Integration? .................................................................................................................................. 131 7.4.2 In Band Signaling ....................................................................................................................................... 131

7.4.2.1 “Simple” IBS ........................................................................................................................................ 131 7.4.3 Out-of-Band Signaling ................................................................................................................................ 132

7.4.3.1 SMDI Integration ................................................................................................................................. 132 7.4.4 Field Descriptions - IBS Integration – Screen 1 ............................................................................................ 133 7.4.5 Field Descriptions - IBS Integration – Screen 2 ............................................................................................ 135 7.4.6 Field Descriptions - SMDI Integration – Screen 1......................................................................................... 138 7.4.7 Field Descriptions - SMDI Integration – Screen 2......................................................................................... 139

7.5 System - Serial Services .................................................................................................................. 142 7.5.1 Extension – LTN – Channel Relationship Worksheet.................................................................................... 142 7.5.2 Field Descriptions – Serial Services – Screen 1 ............................................................................................ 143 7.5.3 Field Descriptions – Serial Services – Screen 2 ............................................................................................ 145 7.5.4 Serial Services – Screen 3: Statistical / Error Information screen ................................................................ 147

8 Utilities ........................................................................................................................ 148 8.1 Utilities - Task Manager – Non-Functional ...................................................................................... 148 8.2 Utilities - Scheduler ........................................................................................................................ 149

8.2.1 Available Events ........................................................................................................................................ 149 8.2.2 Field Descriptions – Scheduler ................................................................................................................... 150

8.3 Utilities - Set Password................................................................................................................... 153 8.3.1 Field Descriptions – Set Password .............................................................................................................. 153

OPTIONAL APPLICATIONS .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

9 L. A. P. – Local Area Paging .......................................................................................... 157 9.1 Complete the Licensing Agreement ................................................................................................ 157 9.2 Install the Paging Transmitter ........................................................................................................ 157 9.3 How to Implement L. A. P. on a Toshiba DK/CTX/CIX Phone system ................................................. 158

9.3.1 Set up Com port for L. A. P. ........................................................................................................................ 158 9.3.2 Set up Telephone System Parameters for L. A. P. ........................................................................................ 158 9.3.3 Set up Users for L. A. P. .............................................................................................................................. 158 9.3.4 Enable L. A. P. on a per User Basis .............................................................................................................. 158 9.3.5 Set Up Alternate ID .................................................................................................................................... 159 9.3.6 Assign Phantom DN to the User’s Extension ............................................................................................... 159

9.4 Troubleshooting L. A. P. ................................................................................................................. 160 9.4.1 The Transmitter does not seem to be transmitting: .................................................................................... 160 9.4.2 The Packet is being sent but the pager is not going off: .............................................................................. 160

10 Toshiba Caller ID ....................................................................................................... 161 10.1 Highlights ...................................................................................................................................... 161 10.2 What is required ............................................................................................................................ 161 10.3 Limitations..................................................................................................................................... 161


11 Creating Audioforms Applications ............................................................................ 162 11.1 Basic Script Rules ........................................................................................................................... 162 11.2 Branches and Labels ...................................................................................................................... 162 11.3 Comments ..................................................................................................................................... 163 11.4 Format Specifiers and String Variables ........................................................................................... 163 11.5 Pieced Speech ................................................................................................................................ 164 11.6 Command List ................................................................................................................................ 165 11.7 Command Summary ...................................................................................................................... 165

SYSTEM ADMINISTRATIO N .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

12 Introduction to System Administration .................................................................... 175 12.1 Before You Begin ........................................................................................................................... 175 12.2 Duties of a System Administrator ................................................................................................... 175

12.2.1 Basic System Maintenance .................................................................................................................... 175 12.2.2 Questions and Answers ......................................................................................................................... 175 12.2.3 Problem Reporting ................................................................................................................................ 175

12.3 Common User Types ...................................................................................................................... 176 12.3.1 Type U Users (person) ........................................................................................................................... 176 12.3.2 Type D Users (audiotext) ....................................................................................................................... 176 12.3.3 Type B Users (public distribution list) ..................................................................................................... 176 12.3.4 Type T Users (single digit menu options) ................................................................................................ 177

12.4 Pre-Defined Users .......................................................................................................................... 177 12.4.1 User Templates ..................................................................................................................................... 177 12.4.2 Aforms User ......................................................................................................................................... 177 12.4.3 System Greeting Users .......................................................................................................................... 178

13 Change a User's Password ........................................................................................ 179 13.1 Change a User’s Password via SCREENS ......................................................................................... 179 13.2 Change a User’s Password via Telephone ....................................................................................... 179

14 Limiting User Options in User Mode ........................................................................ 180 14.1 Purpose ......................................................................................................................................... 180 14.2 Steps for Limiting User Options ...................................................................................................... 180

15 Designating Administrative Authority ...................................................................... 181 15.1.1 Enable Administrative access for a User................................................................................................. 181

16 Create an Alternate Listing for Directory Assistance ................................................ 182 16.1 Add an Alias User ID for alternate directory listing.......................................................................... 182

17 Add Pager Notification for a User ............................................................................. 183 17.1 Create Pager Notification ............................................................................................................... 183 17.2 Add Notification Event Record for a User ........................................................................................ 183

18 Distribution Lists ...................................................................................................... 184 18.1 Create a Public Distribution List ...................................................................................................... 184 18.2 Configure a Departmental Distribution List ..................................................................................... 184 18.3 Create a Public Distribution List to contain all Users ....................................................................... 185 18.4 Modifying a Distribution List via the Telephone .............................................................................. 185 18.5 Modifying a Distribution List via SCREENS ...................................................................................... 185 18.6 Generate a Distribution List Report ................................................................................................ 185

19 Recording System Greetings and Whattodos ........................................................... 186 19.1 Greetings and Whattodos .............................................................................................................. 186 19.2 Compose open and close scripts ..................................................................................................... 186 19.3 Record Greetings ........................................................................................................................... 187 19.4 Activate Greetings ......................................................................................................................... 188 19.5 Emergency Greeting and Whattodo ............................................................................................... 188

19.5.1 Compose Scripts ................................................................................................................................... 188


19.5.2 Record Greetings .................................................................................................................................. 188 19.5.3 Return to Normal Operation ................................................................................................................. 188

20 Audiotext Messages ................................................................................................. 189 20.1 Add an Audiotext User ID record to the database ........................................................................... 189

20.1.1 Record the Audiotext Message .............................................................................................................. 189

21 Adding or Changing Scheduler Queue Events ........................................................... 190 21.1 Identify Functions to be Added ....................................................................................................... 190 21.2 Back Up Original Version of Batch File ............................................................................................ 190 21.3 Create or Change the Batch File ..................................................................................................... 190 21.4 Test Batch File ............................................................................................................................... 190 21.5 Make a Backup Copy...................................................................................................................... 190 21.6 Add New Event to the Scheduler Queue .......................................................................................... 190

22 Holiday Operation .................................................................................................... 191 22.1 Compose Holiday Scripts ................................................................................................................ 191 22.2 Record Holiday Scripts ................................................................................................................... 191 22.3 Customize the Holiday.Bat File if You Want to Use the Nighttime Mailbox ...................................... 191

22.3.1 Editing the HOLIDAY.BAT file ................................................................................................................. 192 22.3.2 Schedule When the Holiday Greeting Begins ......................................................................................... 192

22.4 Return to Workday Mode............................................................................................................... 193 22.4.1 Editing the WORKDAY.BAT file: ............................................................................................................. 193 22.4.2 Schedule When the Holiday Greeting Ends ............................................................................................ 193

23 Creating Reports ....................................................................................................... 194

24 Creating Single Digit Menu Options ......................................................................... 206 24.1 What is a T Box? ............................................................................................................................ 206 24.2 How to Build a Multilevel Menu Tree .............................................................................................. 206

24.2.1 Design the tree ..................................................................................................................................... 206 24.2.2 Add the T Boxes: ................................................................................................................................... 207

25 System Administration via the Telephone ............................................................... 208 25.1 System Administrator Menu ........................................................................................................... 208 25.2 Change System Time or Date ......................................................................................................... 209

26 Music on Hold and Background Music ..................................................................... 210 26.1 Hardware Requirements ................................................................................................................ 210 26.2 Enable Music on Hold/Background Music ....................................................................................... 210

26.2.1 To enable Music on Hold/Background Music: ........................................................................................ 210 26.3 Disable Music on Hold/Background Music ...................................................................................... 211 26.4 Customizing Music on Hold/Background Music .............................................................................. 211 26.5 Changing the File after the System has Started ............................................................................... 211

ADVANCED ADMINISTRAT ION .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

27 Create a Batch File .................................................................................................... 215 27.1 Determine Purpose of Batch File .................................................................................................... 215 27.2 Write the Batch File ....................................................................................................................... 215 27.3 Test the Batch File ......................................................................................................................... 215 27.4 Insert the Batch File in Scheduler .................................................................................................... 215

28 DOS Command Line Utilities..................................................................................... 216 28.1 Command List ................................................................................................................................ 216

28.1.1 BEEP ..................................................................................................................................................... 217 28.1.2 CHECKMEM .......................................................................................................................................... 217 28.1.3 CHKSUM ............................................................................................................................................... 217 28.1.4 CHKXMS ............................................................................................................................................... 217 28.1.5 CPMAGC ............................................................................................................................................... 218 28.1.6 CPMLOAD ............................................................................................................................................. 218 28.1.7 CPMPLAY .............................................................................................................................................. 218


28.1.8 DATETIME............................................................................................................................................. 218 28.1.9 DELAY ................................................................................................................................................... 219 28.1.10 DELTREE ............................................................................................................................................... 219 28.1.11 DSKSPACE ............................................................................................................................................. 219 28.1.12 FILECPY ................................................................................................................................................. 219 28.1.13 GETCPU ................................................................................................................................................ 220 28.1.14 GETOPT ................................................................................................................................................ 220 28.1.15 GETYESNO ............................................................................................................................................ 221 28.1.16 MAJORDOS ........................................................................................................................................... 221 28.1.17 MAPMEM ............................................................................................................................................. 221 28.1.18 REMOTE ............................................................................................................................................... 221 28.1.19 SCHED .................................................................................................................................................. 223 28.1.20 SENDMSG ............................................................................................................................................. 224 28.1.21 SETBCAST ............................................................................................................................................. 224 28.1.22 SETCHAN .............................................................................................................................................. 225 28.1.23 SETNTFY ............................................................................................................................................... 225 28.1.24 SETRCPT ............................................................................................................................................... 225 28.1.25 SETUDT................................................................................................................................................. 226 28.1.26 TRACECPY ............................................................................................................................................. 226 28.1.27 TRCFILT................................................................................................................................................. 227 28.1.28 WARMBOOT ......................................................................................................................................... 227

29 Batch File Descriptions ............................................................................................. 227 29.1 Quick Commands ........................................................................................................................... 227 29.2 Diagnostic Tools ............................................................................................................................ 228

30 Backing up the System ............................................................................................. 229

31 Creating On Hold Messages ...................................................................................... 230 31.1 File Naming and Playback Logic ..................................................................................................... 230 31.2 Hold Time Considerations .............................................................................................................. 230

31.2.1 Caller Options During Hold .................................................................................................................... 230

32 Eliminating DTMF Detection Problems ..................................................................... 231

33 Eliminating Phantom Calls to the Default User ........................................................ 232 33.1 What are Phantom Calls? .............................................................................................................. 232 33.2 Check IBS programming ................................................................................................................. 232 33.3 Check the audio driver configuration file ........................................................................................ 233 33.4 Consider grunt detection ................................................................................................................ 233 33.5 Enable grunt detection ................................................................................................................... 233

34 Generating Short Term Diagnostic Trace .................................................................. 234 34.1 What is TRACE? ............................................................................................................................. 234 34.2 Before Beginning ........................................................................................................................... 234 34.3 Delete any existing Trace File ......................................................................................................... 234 34.4 Configure Trace Output Parameters ............................................................................................... 234 34.5 Enable trace .................................................................................................................................. 234 34.6 Reproduce the Problem Situation ................................................................................................... 235 34.7 Disable Trace ................................................................................................................................. 235 34.8 Reading the Trace File .................................................................................................................... 235

35 User File Naming Conventions.................................................................................. 238 35.1 Message Files ................................................................................................................................ 238 35.2 Name Files ..................................................................................................................................... 238 35.3 Personal Greeting Files .................................................................................................................. 238 35.4 Temporary Files ............................................................................................................................. 238

36 Multilingual Setup .................................................................................................... 240 36.1 Basic Approach .............................................................................................................................. 240 36.2 Create Language Instance Record .................................................................................................. 240 36.3 Configure Users ............................................................................................................................. 241


36.4 Configure the Type L Language User .............................................................................................. 241 36.5 Record Audiotext ........................................................................................................................... 241

37 Solving Notification Problems .................................................................................. 242

38 Call Transfer and Forwarding Problems ................................................................... 243

APPENDIX .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245

Appendix 1 - Pre-Installation Worksheets .......................................................................... 247 Channel Setup ............................................................................................................................................ 247 Telephone System Setup ............................................................................................................................. 247 Receptionist and Notify Setup ..................................................................................................................... 248 “Typical User” Template ............................................................................................................................. 248 Event Schedules ......................................................................................................................................... 249 Standard Greeting Scripts ........................................................................................................................... 249 Audiotext Scripts ........................................................................................................................................ 250 User Directory ............................................................................................................................................ 251 SMDI Worksheet ........................................................................................................................................ 252 Database Worksheets ................................................................................................................................ 253

User Lists : Pre-configured Dialplans ........................................................................................................................ 253 Single Digit Worksheet ............................................................................................................................................ 253 Auto-Detect Worksheet .......................................................................................................................................... 253 Public Distribution Lists ........................................................................................................................................... 253 Normal User Worksheet (2-Digit) ............................................................................................................................. 254 Normal User Worksheet (3-Digit) ............................................................................................................................. 255 Outside User Worksheet ......................................................................................................................................... 256

Appendix 2 –Setup Codes for Telephone Systems .............................................................. 257

Appendix 3: Remote Diagnostics / Administration ............................................................ 260 Connect to Perfect Voice via the Network ................................................................................................... 260

Connecting.............................................................................................................................................................. 260 Disconnecting ......................................................................................................................................................... 260 Using Network Connection for File Transfers............................................................................................................ 261

Connect to Perfect Voice via Internal DSP Modem....................................................................................... 263 Limitations .............................................................................................................................................................. 263 Accessing SCREENS .................................................................................................................................................. 263 Using Klinic ............................................................................................................................................................. 264 File Transfers .......................................................................................................................................................... 265 Initializing Local Console and Remote Access Communications ................................................................................. 266

Connect to Perfect Voice via Console Port (Local Connection) ...................................................................... 267 Limitations .............................................................................................................................................................. 267 Required Materials for Local Connection ................................................................................................................. 267 Connect your PC/Laptop to the Perfect Voice System Using Null Modem Cable ........................................................ 267

Custom Cable or Cross Connections .................................................................................................................... 268 To connect locally with your PC on COM 2 ........................................................................................................... 268

System Boot Options ............................................................................................................................................... 268 Using Klinic ............................................................................................................................................................. 269 File Transfers .......................................................................................................................................................... 270

Appendix 4: Installing Hyperterminal ................................................................................. 271 Installing Hyperterminal Private Edition 4.0 ................................................................................................ 271 Setting Up HyperTerminal Private Edition 4.0 ............................................................................................. 275 Creating a Remote Connection Template .................................................................................................... 275 Create New Session Based on the Remote Connection Template ................................................................. 279

Appendix 5: Create a Custom Dialplan ................................................................................ 280

Appendix 6: Set up and Activate Email Notification ........................................................... 282 1. Run C:\EM-SETUP.BAT and Edit Email.bat file to Activate Full-Time Network Connection ........................ 282 2. Edit Socket.cfg file ................................................................................................................................. 283


SOCKET.CFG Configuration Directions ...................................................................................................................... 283 Configure for DHCP ............................................................................................................................................. 283 Configure for Static IP Address ............................................................................................................................ 284

3. Add Email Address to User Record(s) ...................................................................................................... 284 4. Change Setting for Attaching Voicemail to Email Notification ................................................................. 285 BULLETIN: SENDMAIL Program for Latest Internet Protocol Support ........................................................... 286 BULLETIN: Problem with Timestamp on Voice Mail Generated E-mail Message ........................................... 287

Problem .................................................................................................................................................................. 287 Solution .................................................................................................................................................................. 287 Time Zone Table ...................................................................................................................................................... 288

Appendix 7: Call Record and Call Monitor .......................................................................... 289 Programming and Using Call Record........................................................................................................... 289

Station Programming .............................................................................................................................................. 289 Programming the live-record beep (if required) ....................................................................................................... 289 Using Call Record .................................................................................................................................................... 289

Programming Call Monitor ......................................................................................................................... 290 Station Programming .............................................................................................................................................. 290 Using Call Monitor................................................................................................................................................... 290

Appendix 8: Terms .............................................................................................................. 291 Modes of Operation ................................................................................................................................... 291 Users ......................................................................................................................................................... 292 System Codes ............................................................................................................................................. 292

INTRODUCTION

Introduction


1 Introduction

1.1 What is Perfect Voice? Perfect Voice is a voice processing system which functions with the telephone system to enhance the organization’s overall telecommunications environment. Depending on the capabilities of the telephone system, and how it and the Perfect Voice are configured, many productivity-enhancing functions are available for Callers and Users. Perfect Voice can decrease the amount of time people in the organization spend on the telephone. Just as important, Callers also spend less time on the telephone. Perfect Voice is available 24 hours a day, seven days a week and 365 days a year to answer the telephone. It can be programmed to do different things at different times, like at night or on weekends. It can be programmed to answer different telephone lines with different messages. While most people are limited to handling only one call at a time, Perfect Voice can process multiple calls simultaneously. It can record messages from Callers for Users who are unavailable to take a call. It can allow Callers to select pre-recorded messages which contain information about the organization. Perfect Voice also allows Users to send the same message to a list of Users and it informs the User when a Caller has left a message. Understanding the meaning of terms is the first step to understanding Perfect Voice, so please review Appendix 8: Terms on page 291.

1.2 Modes of Operation

Primary Attendant When Perfect Voice is configured as the primary attendant, a Caller who dials the company’s main telephone number is answered by Perfect Voice. A selection by the Caller results in their being transferred to a User’s extension. This is an automated attendant function of the Perfect Voice.

Secondary Attendant When Perfect Voice is configured as the secondary attendant, a Caller who dials the company’s main telephone number is answered by a person. However, if the Caller dials a secondary or “back door” telephone number, or if there is more call activity than the human attendant can handle, Perfect Voice answers the call. A selection by the Caller results in a transfer to the User’s extension. This is also an automated attendant function of Perfect Voice.

Voice Messaging In this mode, a call is directed to Perfect Voice, because the User is not available to take the call. Perfect Voice then records a message for the User. This is the voice messaging function of Perfect Voice.

Audiotext In this mode, a Caller’s selection to Perfect Voice results in the playback of a pre-recorded message. The Caller is not given the opportunity to leave a message. In other words, the Caller only hears a pre-recorded message and does not leave a message. This is also referred to as an audio bulletin board.

Combination For most sites, a combination of modes is used. For example, Perfect Voice can function as a secondary attendant during normal business hours. After hours, the system might function as primary attendant, since there is no human attendant. The same system might also have audiotext messages providing information about the latest product offerings.

Introduction


1.3 What Perfect Voice Can Do For Callers Depending on the capabilities of the telephone system and how the voice system is configured, Perfect Voice can perform a number of tasks to enhance a company’s telecommunications environment for Callers.

Answer an outside call and transfer the Caller to an extension within the company.

Answer an outside call and provide information by playing Caller-selected pre-recorded messages.

Allow a Caller to leave a message for a User if the User is not available.

After a message is recorded, a Caller may be presented with options to send the message, review the message, re-record the message, add to the message, or discard the message. The Caller can also mark the message private, preventing the User from forwarding it to another User, or urgent, placing this message ahead of others in playback.

Allow a Caller to select another User, in the event that the originally selected User is not available.

Allow a Caller to hold and retry later if the User’s extension is busy.

If a Caller is dialing from a rotary dial telephone or is not familiar with the system, Perfect Voice can transfer the Caller to an operator.

If a Caller does not know the extension (User ID) of the person he wishes to reach, he can select the directory assistance option (usually 9) and spell the name of the person, instead.

1.4 What Perfect Voice Can Do For Users Perfect Voice offers a large number of features for Users. The availability of some of these features depends on the capabilities of the telephone system and how the voice system is configured.

Allow a User to record a personal greeting which Callers hear in the event the user is not available to answer their call.

Inform a User that a new message has been recorded by lighting a message lamp, calling the User, activating a digital pager, etc. Urgent messages may be notified separately of normal delivery options.

Allow a User to listen to messages left by Callers or other Users.

If a message was not marked private, allow a User to forward it to another User (or group of Users). The message can be forwarded with or without a prefix recording. The prefix might say something like, “Joann, would you please take care of the problem that Mark is describing in the following message.”

Allow a User to set up a list of other Users to whom the same message can be easily sent or forwarded.

If a User does not know the User ID of another User, the User can select the directory assistance option (usually 9) and spell the name of the person, instead.

When a User gets a new voicemail message, an email including the Caller ID, urgency of the voicemail, and the actual voicemail attached can be sent to the User as well.

1.4.1 Other Functions

Perfect Voice can change the system greeting and whattodo based on the time of day and day of week. For example, outside regular business hours, Perfect Voice might be configured to say

Introduction


something like, “Thank you for calling ABC Company. Our regular business hours are Monday through Friday from 8:00 AM till 5:00 PM...”

Perfect Voice provides reporting capabilities.

Perfect Voice may be configured, through the use of the Audioforms option, to question Callers and record the Callers' responses.

Perfect Voice can function in multiple languages.

Introduction


INSTALLATION

Installation


2 Installation This section provides general installation instructions for the following systems:

Perfect Voice Flash8

Perfect Voice Octet

Perfect Voice Tis16 Series 2

Perfect Voice Tis16 Series 3 For more detailed Installation instructions, refer to the individual Installation & Maintenance manual for your specific hardware.

2.1 Overview of Hardware Options Perfect Voice software can be installed on multiple hardware platforms. Perfect Voice Flash 8 is a self-contained system, which is usually mounted on a wall/placed on flat surface and then connected to the telephone system. Flash 8 systems do not require a keyboard, monitor, or laptop connection for system operation. Octet, Tis16 Series 2, and Tis16 Series 3 systems are printed circuit boards, which are installed into a slot in the telephone system. Following is a table describing some of the differences between Octet, Tis16 Series 2, and Tis16 Series 3.

Octet Tis16 Series 2 Tis16 Series 3 Printed circuit board

Direct connection to CIX system data bus

Flash-based 70, 140, & 560 storage hours

Printed circuit board Direct connection to CIX/CTX/DK data bus

Flash-based

70, 140, & 560 storage hours

Printed circuit board Direct connection to CIX system data bus

Flash-based

140 storage hours

Toshiba CIX, 4.2 software or higher Toshiba CIX/CTX and DK Toshiba CIX, 4.1 or higher

Will not work on CIX40 or CTX28

Programmed as LVMU card

Programmed as RSTU/BSTU card

Exceptions: CIX-40 systems - program as GVPH CIX-28 systems - program as GVMU

Programmed as BSLU/BSLS card

BSIS card not needed.

A BSIS card must be installed in the Strata CIX/CTX if using SMDI integration.

BSIS not required for CIX40 and CTX 28

A BSIS card must be installed in the Strata CIX if using SMDI integration.

Not necessary to select the telephone system when installing Perfect Voice Octet.

Station Programming

(Programs 200, 209, 218)

System Programming for SMDI (Programs 579, 580)

No programming for CIX40 and CTX28

Other systems: Station Programming

(Programs 200, 209, 218)

System Programming for IBS (Programs 579, 580)

System Programming for SMDI

(Programs 579, 580)

Programming for Strata DK

Station Programming (Programs 200, 209, 218)

System Programming for IBS

(Programs 579, 580)

System Programming for SMDI (Programs 579, 580)

Installation


2.2 Step 1: Unpack and Inspect Perfect Voice Before unpacking, make certain that none of the shipping containers were damaged during shipment. Do not open any damaged shipping containers. Contact your shipping agent for appropriate claims.

Handling Instructions – Octet, Tis16 Series 2, Tis16 Series 3 To ensure that the unit is not damaged during installation or maintenance, follow these precautions. Damage may not always be immediately evident (e.g., no physical damage on the outside of the unit) and system failure may result weeks or months later. Handle with care. Mechanical shock from dropping, shaking, excessive force when seating the board into the slot, rocking a connector on or other activities can severely damage the disk assembly or the disk’s printed circuit board. Wear an anti-static wrist strap. It can also be re-used and left with the telephone system cabinet. An electrostatic charge from your body can damage the drive or circuitry permanently. Hold card by the edges. When inserting the card into the cabinet, only press on the card’s edge. When removing the card from the cabinet, use the attached loop strap. Never touch the board’s surface. Pressure on the printed circuit board or contaminants from your hands (e.g., skin oil, food particles, hand lotion) can cause component failure.

CAUTION: The battery can ONLY be replaced with a 3 volt Lithium coin battery, number CR2032.

There is a risk of explosion if the incorrect battery is used. Dispose of used battery according to the battery manufacturer’s instructions.

2.3 Step 2: Install BSIS Card if Using SMDI Integration Depending on the telephone system, you may need to install a BSIS card if your system will be using SMDI integration. See the following to determine whether you need to install a BSIS card:

Flash 8: A BSIS card MUST be installed in the Strata CIX/CTX if using SMDI integration. Flash8 is not recommended for use on CIX40 and CTX 28.

Octet: BSIS card not needed.

Tis16-Series 2: A BSIS card MUST be installed in the Strata CIX/CTX if using SMDI integration. BSIS is not required for CIX40 and CTX 28, since they use Backplane SMDI.

Tis16-Series 3: A BSIS card must be installed in the Strata CIX if using SMDI integration. If you need to install a BSIS card:

Install and program serial card BSIS in the Strata CIX/CTX system.

The serial cable will be used to connect the BSIS card to the Tis16-Series 2/Tis16-Series 3.

Installation


2.4 Step 3: Program Telephone System

NOTE You do not need to program the CIX40 and CTX28 telephone systems because they are pre-programmed to match the Tis16 Series 2.

The telephone system programming should be completed in two stages. In the first stage, the extensions for the Perfect Voice are programmed. The second stage of changes is not performed until the Perfect Voice has been fully programmed and all training is complete. This stage, often referred to as the cutover, is where you actually route and forward calls to the Perfect Voice. Toshiba Telephone System Programming can be divided into:

CIX/CTX Station Programming (Programs 200, 209, 218)

CIX/CTX System Programming for IBS (Programs 579, 580) - Does not apply to Octet

CIX/CTX System Programming for SMDI (Programs 579,580)

Strata DK System Programming - Flash8 & Tis16 Series 2 systems only

2.4.1 CIX/CTX Station Programming (Programs 200, 209, 218)

2.4.1.1 Program 200: Station Data Assignment

Setting for Voice Mail Ports1 Setting for Station Ports

02 Station Type SLT DKT

03 Circuit Type Voice mail Extension

15 Display DN Enter Pilot DN for the VM Hunt Group2 Set to match station Prime DN

19 VMID Code Leave this field Blank; do not enter anything! Set to match station Prime DN

22 MW to VM Port Leave this field Blank; do not enter anything! Enter Pilot DN for the VM Hunt Group2

23 Mailbox Selection Select between Auto Input and Manual Input for Voice Mail Call record.

2.4.1.2 Program 209: Hunt Groups Create a hunt group that includes all voice mail ports. (See Note 6 on IBS Programming: Program 579:02 – Cancellation Method for MW. Note reads: If using a Dedicated Notify Port that is not part of the VM Hunt Group (program 209 and 218) then set to Auto and Access Code Cancel. If you do not want to have the MWI automatically extinguished on access and you are having problems with the MWI, then include the Dedicated Notify Port in the VM Hunt Group and set call blocking on for that station port.)

01 Hunt Method Distributed

02 Pilot Number Enter the Pilot DN for the Voice Mail Hunt Group2

04 Number to Display Enter the Pilot DN for the Voice Mail Hunt Group2

Installation


07 DHG Auto Camp-on Enable

1. If the VM uses a Dedicated Notify Port (e.g. Port number 8 on a Four Port CDK does the notification), then you must include that port in this program.

2. Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16 should all use the same Pilot Number.

2.4.1.3 Program 218: Station Hunt Assignments Add all Voice Mail Stations created in Program 200 to the Hunt Group created in Program 209

2.4.2 CIX/CTX System Programming for IBS (Programs 579, 580)

NOTE This step is not applicable to Octet systems.

2.4.2.1 Program 579: System Voice Mail Data

01 DID/DNIS VMID Option DN VMID

02 Cancellation Method for MW Access Code Cancel 6

07 Auto Cancel of VM and MW Enable

10 Central VM Callback Leave Blank!

11 CF – All Call Record Enter 8 (See note 3)

12 CF – Busy Record Enter 8 (See note 3)

13 CF – No Answer Record Enter 8 (See note 3)

14 Direct Call to VM Enter 7 (See note 4)

15 Retrieve Messages Enter 7 (See note 4)

16 Transfer Direct to VM DN Enter Pilot DN 1

2.4.2.2 Program 580: Voice Mail Port Data

01 Control Method Select In-band

02 Send A/D Tone Enable

03 Send B Tone B Tone and Extension Number

04 End-to-End Enable

07 VM to VM Call Blocking Blocking (If you experience problems with integration on Busy and DND calls, you may need to set this to Non Blocking.)

1. Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16 should all use the same

Pilot Number. 2. The number the Voice Mail looks for can be changed in IBS Settings in the Admin program. 3. The number the Voice Mail looks for can be changed in Screens (System » Integration) 4. The number the Voice Mail looks for can be changed in Screens (Receptionist » Instance Setup » System Access Code) 5. Integration can be whatever you want; the “standard” is to use 7E in parameter #185, and 8E in parameters #186 and #188.

Installation


6. If using a Dedicated Notify Port that is not part of the VM Hunt Group (program 209 and 218) then set to Auto and Access Code Cancel. If you do not want to have the MWI automatically extinguished on access and you are having problems with the MWI, then include the Dedicated Notify Port in the VM Hunt Group and set call blocking on for that station port.

2.4.3 CIX/CTX System Programming for SMDI (Programs 579,580)

NOTE The slot occupied by Perfect Voice Tis16-Series 2 should be programmed as a RSTU/BSTU card, with the following exceptions: - For CIX-40 systems, the slot occupied by Perfect Voice Tis16-Series2 should be

programmed as a GVPH card.

- For CIX-28 systems, the slot occupied by Perfect Voice Tis16-Series2 should be programmed as a GVMU card

The slot occupied by Perfect Voice Tis16-Series 3 should be programmed as a BSLU/BSLS card. The slot occupied by Perfect Voice Octet should be programmed as an LVMU card.

2.4.3.1 Program 579: System Voice Mail Data

01 DID/DNIS VMID Option DN VMID

02 Cancellation Method for VM MW Auto and Access Code Cancel

03 Message Desk Number Enable

04 Output of CLASS/ANI and DNIS Enable

05 Calling Number Digits Sent to VM Enable

07 Auto Cancel of VM and MW Enable

09 LCD Control of Voice Mail Enable (Must be enabled to allow CTX Call Record feature)

10 Central VM Callback

Enter Pilot DN

(Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16 should all use the same Pilot Number.)

16 Transfer Direct to VM DN

Enter Pilot DN

(Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16 should all use the same Pilot Number.)

17 Length of VM ID 10

2.4.3.2 Program 580: Voice Mail Port Data

01 Control Method Select SMDI

02 Send A/D Tone Enable

04 End-to-End Enable

07 VM to VM Call Blocking Blocking (If you experience problems with integration on Busy and DND calls, you may need to set this to Non Blocking.)

Installation


2.4.3.3 Program 804: Voice Mail Port Data (Not necessary for CIX40 and CTX28) This step is not necessary for CIX40 and CTX28 systems.

00 BSIS Port Number Select port you want to use for SMDI (1~4), use this in Program 803:02

01 Port Speed 1200

02 Port Parity Even

03 Data Bits 7 Bits

04 Flow Control None

05 Wait Timer 1

2.4.3.4 Program 803: SMDI Port Assignments (Not necessary for CIX40 and CTX28) This step is not necessary for CIX40 and CTX28 systems.

00 Logical Device Number Select 300 SMDI #0

01 Device Connection RS232

02 Device Port Number Select the Port configured in Program 804:00

2.4.4 Programming Toshiba Strata DK Telephone Systems (Flash8 & Tis16-Series 2 Only) IMPORTANT: The trunk access codes for outbound calling is 9 for local line access.

NOTE All transfers are blind.

Following is a list of the hardware required by the telephone system to work with the Perfect Voice Tis16S2.

The telephone system must have an analog port/extension for each port of the system.

The telephone system must have sufficient DTMF receiver channels.

RJ-11 telephone jacks must be installed within 2 feet of the Perfect Voice Tis16S2 system. Perfect Voice Tis16S2 interfaces to the telephone system by plugging a 2 conductor modular jack into the RJ-11.

Following is a list of the DK Series programs required to work with the Perfect Voice Tis16S2.

Program 03 - correctly identify the common control card with K4RCU and QSTU, PESU, KSTU or PSTU slots. Be sure to cycle the system power after changes in this program.

Program 10-2 - LED 02 (for DK16), LED 04, LED 06 and LED 11 must be turned on.

Program 12 - code 4 must be set to 1 (0.5 sec.).

Program 15 - codes 0, 3 and 5 must be on for all CO lines on the system.

Program 31 - LED 05, 09, 15, 16, 17, and 20 must be on for all ports on the Perfect Voice Tis16S2 system.

Program 33 - program the first Perfect Voice Tis16S2 port to hunt to the second. The second port to hunt to the third, etc. The last port in the hunt group should be the attendant position or DSS console.

Installation


Program 35 - LED 19 must be on for all telephones on the system. LED 20 must be all for all Perfect Voice Tis16S2 ports on the system.

Program *40 – Assign the Perfect Voice Tis16S2 ports to a distributed hunt group

Program 81-89 - program the proper assignments for CO line ringing to station ports and/or the Perfect Voice Tis16S2 ports.

Note Program 10-3 for SMDI installations with Caller ID, Led 08, 11, 13, and 14 should be turned on.

Every system should have a reliable method of bypassing the automated attendant. A common method for bypassing Perfect Voice Tis16S2 is to program delayed ring of the CO lines to the human attendant. This method provides your customer with a convenient method of bypassing Perfect Voice Tis16S2 during periods of system maintenance. Anything considered as part of the “final cutover” such as forwarding stations and routing trunk calls to Perfect Voice Tis16S2 should not be performed until all training and Perfect Voice Tis16S2 configuration is complete. All calls to extensions on the Perfect Voice Tis16S2 system are blind transfers with integration. Do Not use any type of call forwarding which includes busy because this will cause collisions between the Perfect Voice Tis16S2 attempting to reconnect to the caller and the DK attempting to forward to the Perfect Voice Tis16S2 at the same time.

All telephones should be programmed with the following features:

Call Forward-Busy/No Answer:

Set Call Forward-Busy/No Answer to the distributed hunt group by pressing:

<CALL FRWD> + (N)NN+<CALL FRWD> Where (N)NN is the hunt group number, or

<INT>+#604+(N)NN+<SDS>+XX+REDIAL+SPKR Where XX=ring before forward timer

Voice Mail ID Codes:

Assign a User ID for message storage: <INTERCOM>#656+8(N)NN+<REDIAL>+SPKR

Assign a User ID for message retrieval: <INTERCOM>#657+7(N)NN+<REDIAL>+<SPKR>

Where (N)NN is the User ID

NOTE Flash 8 works with additional telephone systems. Please refer to the Perfect Voice Flash 8 Installation manual for additional telephone programming information.

2.5 Step 4: Shut Down Telephone System Turn off the main power switch to the Strata CIX/CTX or DK telephone system.

Installation


2.6 Step 5: Install Perfect Voice Hardware Hardware installation steps vary depending on whether you are installing Flash 8 or one of the printed circuit board options (Octet, Tis16 Series 2, Tis16 Series 3). Please refer to the appropriate section(s) below.

2.6.1 Flash 8 Hardware Installation

2.6.1.1 Flash 8: Connect the AC Power Adapter The use of an uninterruptable power source (UPS) is strongly recommended. The UPS significantly increases the life expectancy of electronic equipment. The UPS should be supplied by a properly grounded, isolated circuit. Be sure there is no other equipment using the same circuit, especially vending machines, microwave ovens, laser printers, fax machines, copiers, or other devices that can draw a lot of current. This applies even if a UPS will be used. An exception applies for the telephone system. If possible, make sure the telephone system uses the same properly grounded, isolated power circuit. Secure the AC power adapter. The appropriate connection point should be clearly labeled at the back of the system. Do not power up the system until the AC power adapter is securely and properly connected.

The following connections should be noted.

Device Connection Point(s)

AC power adapter Corresponding connection on the back of the system at the power supply

surge-protected AC power source (UPS recommended)

Installation


2.6.1.2 Flash 8: Connect the Telephone System

Analog extension modular jacks (RJ-11 type), capable of supporting single line telephone sets should be installed within 2 feet of Perfect Voice Flash 8.

One single line extension is required for each Perfect Voice Flash 8 port.

Label each extension jack clearly with its physical extension number.

Complete telephone system connections by plugging the RJ-11 cords into the corresponding RJ-11 jacks on the back of the unit. You should install the RJ-11 jacks so that you will have access to the outer pair of wires for ports 5 thorough 8. Ports 5 – 8 require the 4 port daughter card Note that the RJ-11 cords do not have to be connected before powering up the system; they can be connected or disconnected at any time.

If the daughter card is added later, and the 1-4 jacks were originally wired to use the middle pair only, then use the individual 5, 6, 7, and 8 jacks. Remember that 4 pin line cords are required for access to ports 5-8 when using the 1-4 jacks. Line Settings:

Line 1: Rcpt Only (Incoming calls only).

Line 2: Notify + Rcpt (Incoming and outgoing calls). This port is shared between Notify and Receptionist. This port is responsible for all notification including pagers and message waiting lights. After terminating an outbound call, control of the port returns to Receptionist.



NOTE: Remote Access is available on all ports by pressing #*# when the system answers. Refer to Appendix 3: Remote Diagnostics / Administration for more information.

On the first four ports, the middle pair of wires represents ports 1, 2, 3, & 4, while the outer pair of wires represents ports 5, 6, 7, & 8.

Installation


2.6.1.3 Flash 8: Placement of the System The Perfect Voice Flash 8 system may be placed on any sturdy, flat surface; however, it is preferable to mount it on the wall as described below.

Locate the unit so that the LEDs are not blocked from view.

As with any electronic equipment, the system’s environment should be well ventilated and near room temperature, with no strong fluctuations in temperature or humidity.

Make sure the area is free from dust before installing.

Radio frequency interference (RFI) is rarely a problem, but has been known to damage electronic equipment. Be sure the system is not placed near any strong sources of RFI, especially power transformers or radio transmitting equipment.

NOTE: Make sure there is two inches of free space all around the unit to ensure adequate ventilation.

WALL MOUNTING: Do not mount directly to wall. Unit should be mounted to a secured piece of ½” plywood with #6 x ½” Wood Screw with Round Head.

2.6.2 Printed Circuit Board Hardware Installation (Octet, Tis16 Series 2, Tis216 Series 3)

2.6.2.1 Locate available slot for the Board. If there is not an available slot for Octet, Tis16-Series 2, or Tis16-Series 3 board, stop here. If a T1, DID or TIE line card needs to be relocated to make room for the card, do so now. Make sure the necessary programming changes are made to account for this move.

NOTE: The Tis16-Series 2 for CIX40/CTX28 will fit into only one slot in the telephone system.

2.6.2.2 Insert the Board and Make Connections

Allow the board to sit at room temperature for at least 3 hours before applying any power. Shipping can expose the board to temperature extremes. Let it adjust to room temperature to avoid any possible damage from condensation, etc. Ensure that the battery is secure before installation. (NOTE: The battery can ONLY be replaced with a 3 volt Lithium coin battery number CR2032. There is a risk of explosion if the incorrect battery is used. Dispose of the used battery according to the battery manufacturer’s instructions.)

Remove the board from its protective package. Remember to handle with care. Wear an anti-static wrist strap and hold the board by its edges.

Insert the board into the appropriate slot and apply firm, even pressure to ensure proper connection.

CAUTION: Do not insert the board too slowly and make sure the board is pushed all the way in or the key system may behave in an unexpected manner. In most cases, however, this behavior will correct itself within a couple of minutes.

(Remember, the Tis16-Series 2 for CIX40/CTX28 will fit into only one slot.)

After installing, gently pull the card outward. You should feel a slight resistance. If you don't feel the resistance, apply pressure again.

Installation


Make the additional connections. Refer to the figure below for more information about Tis16-Series 2 for CIX 40 connections.

Tis16S2 for CIX40 Connections

2.7 Step 6: Restart CIX/CTX/DK and Verify Perfect Voice Is Functioning Properly

Each Perfect Voice system has been preprogrammed at the factory for out-of-box operation on the telephone system. This includes the integration and configuration parameters, and company greeting and instructions.

Turn on the main power switch to the CIX/CTX/DK system. Let it proceed without any action from you. The Power LED should turn green when the system is operational.

Dial the extension number for each port. Perfect Voice should (for each port) answer and play the default company greeting (“Thank you for calling…”).

Installation


2.8 Step 7: Configuring the System Next, you need to configure the system. You may use the telephone instructions listed on the following pages, or the SCREENS interface to configure the system.

2.8.1 Configuring the System via the Telephone This process includes several steps, including, but not limited to:

Set the System Date and System Time via the Telephone – page 31

Select the Telephone System Type via the Telephone – page 32 (This step is not necessary for Tis16-Series 2 with CIX40 and CTX28 or Octet systems.)

Select a Pre-Configured Dialplan via the Telephone – page 33 (This step is not necessary for CIX40 and CTX28 systems.)

Recording System Greetings – page 34

Setting the Business Hours – page 36

Setting Up Single Digit Users via the Telephone– page 37

o Setting Up Transfer-Only Single Digit Users– page 37

o Setting Up Single Digit Audiotext Users– page 38

o Single Digit Departmental Login– page 39

Changing the Default Operator via the Telephone– page 40

Configure Auto-Transfer to Fax Extension via the Telephone– page 41

Configure Auto-Transfer to TDD Equipment– page 42

Configuring the System for SMDI via the Telephone– page 43

Activate/Deactivate Pager Notification via the Telephone– page 44

Installation


2.8.3 Set the System Date and System Time via the Telephone The system date and time must be set for the system to operate properly. If the system date and time is not set or the system has been reset, the following message plays: “The current system date is invalid.” Perform the following steps to set the system date and time.

Press intercom and call the Perfect Voice system.

Enter System Access Code: 7

Enter System Administrator User ID: 900

Enter the Password for User 900

Press [1] to review the current date and time.

If satisfied with the Date and Time, press [0] to

return to the Whattodo.

Press [2] to change the current Time.

Enter the new Time. (24-hour format)

When satisfied , press [0] to return to the Whattodo.

Press [3] to change the current Date.

Enter the new Date. YYMMDD


Installation


2.8.4 Select the Telephone System Type via the Telephone

NOTE: This step is not necessary for:

Perfect Voice Tis16-Series 2 withCIX40 and CTX28 systems

Perfect Voice Octet systems The first time you turn on the system, you will need to set the correct telephone system type for this installation. Refer to the table below for the list of telephone system types and appropriate options that may be selected.

Option

Number

Confirmation Code

Telephone System Description Message Light On Code

Message Light Off Code

Integration

1 9016 Toshiba DK 16, 56, 96 63 + extension 64 + extension DTMF

2 9024 Toshiba DK 14, 16e, 40, 40i, 280, 424, 424i Toshiba CIX/CTX 100, 670

#63 + extension #64 + extension DTMF

3 9424 Toshiba DK 40, 40i, 280, 424, 424i Toshiba CIX/CTX 100, 670

SMDI (Rel. 3.X or greater)



4 9008 Toshiba DK 8 63 + extension 64 + extension DTMF

5 7227 Partner ACS (Flash 8 only) -- -- DTMF

6 6677 Merlin Legend (Flash 8 only) -- -- DTMF

WARNING: Perfect Voice reboots immediately after the telephone system type is selected.

Allow several minutes for the system to boot before moving on to dialplan configuration.


Dial 913 (If the telephone system has been programmed, you may need to press ** to cancel auto-login before

dialing 913)

Enter the appropriate telephone system Option Number from the table. (Options 5 & 6 apply to Flash8 only.)

Enter the appropriate telephone system Confirmation Code from the table. Press # when finished.

"Please wait" (Then you hear several beeps) -- Hang up and wait for the system to reboot.

Installation


2.8.5 Select a Pre-Configured Dialplan via the Telephone

NOTE: This step is not necessary for Perfect Voice Tis16-Series 2 withCIX40 and CTX28 systems

It is important to pay close attention when selecting a dialplan. Be absolutely certain of the dialplan you want before you begin this step. It is strongly recommended that you use the 2 digit or 3 digit pre-configured dialplans on all Teleco, Toshiba, and Avaya telephone systems as they have been tailored for these systems. The following table lists the available dialplans. You may select a pre-configured dialplan via the telephone, Admin Graphical Manager, or SCREENS interface. If you wish to create a custom dialplan or add to the current dialplan, refer to Appendix 5: Create a Custom Dialplan on page 280.

NOTE: Once you have selected a pre-configured dialplan, it is not possible to select a different pre-configured dialplan without accessing the User Directory in the SCREENS interface & pressing [F7] to delete the range of Users that have already been created. All local configuration information, personal greetings, names, and messages will be lost. Single Digit Users may be configured as audiotext or additional Audiotext Users may be added using Appendix 6.

Option

Number

Confirmation Code

Dialplan Description Normal Users Outside Users

1 1001 2 – digit 10-59 600 – 649

2 2002 3 – digit 100-199 600 – 649

3 3003 3 – digit 200-299 600 – 649

4 4004 3 – digit 300-399 600 – 649

6 6006 2 – digit with SMDI 10 – 59 600 – 649

7 7007 3 – digit with SMDI 100 –199 600 – 649

8 8008 3 – digit with SMDI 200 - 299 600 – 649

9 9009 3 – digit with SMDI 300 - 399 600 – 649


Dial 912 (If the telephone system has been programmed, you may need to press ** to cancel auto-login

before dialing 912)

Enter the pre-configured dialplan Option Number from the table. (1-5 not available for Octet.)

Enter the appropriate Confirmation Code from the table. Press # when finished.

"Please wait" (Then you hear several beeps) -- You are placed at the main greeing -- Hang up.

Installation


2.8.6 Recording System Greetings The process of recording of the greeting and whattodo for open, closed, or holiday mode is the same as recording a personal greeting in a mailbox, only the User ID and password are different. All greeting and whattodo messages (daytime, nighttime, and emergency) for the main company may be recorded in User ID 980. Follow this procedure to record the greetings.

NOTE: To activate a new open greeting and whattodo or holiday greeting, see “Manually selecting Open and Closed mode”.

From a quiet environment, press intercom and call the system.


Enter User ID: 980

Enter the Password for User ID 980.

Scroll by pressing [4] to the greeting number you wish to record.

Greeting 1: Daytime Greeting Greeting 2: Daytime Whattodo Greeting 3: Nighttime Greeting Greeting 4: Nighttime Whattodo Greeting 5 Holiday Greeting Greeting 6: Holiday Whattodo *Greeting 7: Emergency Greeting *Greeting 8: Emergency Whattodo *Greetings 7 & 8 will immediately override the current greeting until the next change from day or night. This change may be done manually or scheduled.

When you hear the greeting number you wish to record, press [5]

Record the desired greeting.

Press [1] to review the recording.

If you are not satisfied with the recording, press [5] to record it

again.

If you are satisfied with the recording, press [0] to return to

the whattodo.

Installation


2.8.6.1 Manually Select the Open or Closed Mode via the Telephone Once the greeting and whattodo for open and closed mode have been recorded, the new recordings may be activated immediately using the following procedure for manually selecting open or closed mode. Otherwise, the new recordings will play at their regularly scheduled time.

NOTE: Changes will not become active until the next call into the system. Please hang up and call the system to verify changes.

Press intercom and call Perfect Voice.

Enter 910.

Press [1] for Open or Closed mode.

To place in Open mode, press [1]

To place in Closed mode, press [2],

To place in Holiday mode, press [3]

To place in Workday mode, press [4]

If not correct, press [2] If correct, press [1]

"Please wait while your changes are

processed"

Beeps--Changes are complete

To cancel, press [*]

Beep--No Changes

Installation


2.8.7 Setting the Business Hours Perfect Voice automatically schedules events to run on specific days of the week at specific times. You may activate an event which places the system in open mode during normal hours of operation (plays the open greeting and whattodo) and another event which places the system in closed mode for after-hours operation (plays the closed greeting and whattodo). Refer to the worksheet below while activating open and closed modes.

NOTE: If you plan to use the same greeting/whattodo 24 hours a day, no adjustments should be made to the scheduler.

Day Open time for open greeting to play Closed time for closed greeting to play

1 Monday

2 Tuesday

3 Wednesday

4 Thursday

5 Friday

6 Saturday

7 Sunday

8 Weekdays -

Mon-Fri

Installation


2.8.8 Setting Up Single Digit Users via the Telephone Single Digit User IDs 1 through 6 may be set up to transfer callers to another extension (Transfer-Only) or play an audiotext message to callers (Audiotext). A Single Digit User ID may be set up to both transfer to an extension and play audiotext. However, only one of these functions will be active at a time, depending on the call blocking status of the User ID (See “Single Digit Departmental Login”).

2.8.8.1 Setting Up Transfer-Only Single Digit Users Follow these steps to set up Transfer-Only Single Digit Users.

NOTE: When you enter an extension number for a Transfer-Only Single Digit User, you automatically de-activate Call Blocking.



(If the telephone system has been programmed, you may need to press ** to cancel auto-login before dialing 7.)

Enter Single Digit User ID (1-6).

Enter the password for Single Digit User ID.*

Press [5] for User Setup.

Press [8] to Change Extension Number.

Enter the Extension Number. Press [#] when finished.

(To remove the extension number, when prompted to enter the extension number, press [#] without entering an extension.)

Press [0] to return to the whattodo.

Installation


2.8.8.2 Setting Up Single Digit Audiotext Users Follow these steps to set up Single Digit Audiotext Users.

NOTE: If you have entered an extension number in User Setup for a Single Digit Audiotext User, the call blocking feature is activated. You may now toggle this Single Digit User between Audiotext and Transfer Only. If you have no plans of transferring with this User ID and you do not want to hear the call blocking option, remove the extension. (See “Setting Up Transfer Only Single Digit Users”.)

*For security reasons, it is important to change the password. You may change the password in User Setup.






Press [2] for Call Management.

Press [5] to record audiotext message.

Record the audiotext message. Press [#] when finished.

Press [1] to listen to the audiotext message.


Installation


2.8.8.3 Single Digit Departmental Login You may log a department “In” or “Out” with Single Digit Users. To implement, you should enter an extension for the Single Digit User (See “Setting up Transfer Only Single Digit Users) and record an audiotext message for the same Single Digit User (See “Setting Up Single Digit Audiotext Users”). With single digit departmental login, anyone in the department may log the department in or out. When the department is logged out, a custom recording (audiotext message) plays informing callers when they will be back or what options they have available to them. Logging in or out is controlled by toggling the call blocking setting of the Single Digit User. For example, you may set up Single Digit User 2 to transfer to the Customer Service department at extension 205. In addition, you record an audiotext message for Single Digit User 2 that informs callers of Customer Service hours or other available options. When the Customer Service department is logged in (call blocking disabled for Single Digit User 2), the call is transferred to extension 205. When the Customer Service department is logged out (call blocking enabled for Single Digit User 2), callers hear the audiotext message.

Call Blocking Setting

Department Status

Single Digit User Action

Off Logged In “Transfer Only” – Call transfers to the extension.

Enabled Logged Out “Audiotext” – Audiotext message plays until the department is logged back in.

*For security reasons, it is important to change the password. You may change the password in User Setup.






Press [2] for Call Management.

Press [2] to log In or Out.

(You are toggling the Call Blocking status. Log in=disable; Log out=enable. Although this option may not be spoken, pressing [2] will toggle call blocking.)


Installation


2.8.9 Changing the Default Operator via the Telephone The default Operator for Perfect Voice is User ID 0. Whether a caller dials 0 or does not dial anything from the main greeting he or she is directed to the extension programmed for User ID 0. Perfect Voice is pre-programmed with the extension 0 for User ID 0. To change this, perform the following step:




Enter User ID 0.

Enter the password for Single Digit User ID 0.

Press [9] to back out of Message Management.


Press [8] to change the extension number.

Enter Extension. When finished, press [#]


Installation


2.8.10 Configure Auto-Transfer to Fax Extension via the Telephone Perform the following steps to configure Perfect Voice to automatically transfer to a fax extension when fax tone is detected.




Dial 990.

Enter the password for 990.



Enter Fax Extension. When finished, press [#]


Installation


2.8.11 Configure Auto-Transfer to TDD Equipment via the Telephone Perform the following steps to configure Perfect Voice to automatically transfer to TDD equipment when TDD tones are detected.




Dial 990.

Enter the password for 990.



Enter TDD Extension. When finished, press [#]


Installation


2.8.12 Configuring the System for SMDI via the Telephone

NOTE: This step is not necessary for:

Perfect Voice Tis16-Series 2 withCIX40 and CTX28 systems

To enable SMDI integration you must first follow the steps in “Selecting the Telephone System Type” and select option 3. An important factor when installing any SMDI system is the definition of the relationship between the channel numbers (voice mail ports) and the Logical Terminal Numbers (LTN) (physical extensions) they are connected to.

Channel # LTN Channel # LTN Channel # LTN Channel # LTN

0 4 8 12

1 5 9 13

2 6 10 14

3 7 11 15

IMPORTANT: You must start SMDI on COM1. Call the system, dial 978, then dial 978 again. Hang

up after you hear the beeps and whattodo. This disables Klinic and starts SMDI on COM 1. It is very important that you HANGUP when you hear the beeps or the process will not be complete. Refer to Appendix 3: Remote Diagnostics / Administration on page 260.


Dial 919.

Enter Confirmation Code, followed by [#]: 5867#

Enter channel number.

Enter LTN Number (extension) assigned to the channel.

Press [2] if not correct. Press [1] if correct.

"Please wait. Beep Beep Beep

Press [*] to cancel.

Installation


2.8.13 Pager Notification Pager notification may be activated for any User or Outside User ID on the Perfect Voice system. If pager notification is active, the User’s pager is activated for every new message every day, twenty-four hours a day. The User may activate and deactivate pager notification from within their User mailbox. When the User receives a new message, 9’s will appear on the pager display. This is the notification that there are messages in his or her Perfect Voice mailbox.

2.8.13.1 Activate/Deactivate Pager Notification via the Telephone

Log in to Mailbox.

Press [9] to back out of the Message Management Menu and go to the Main Menu.

Press [4] for Notify Management.

[1] Notification

Status

[2] Enable Pager Notification

[3] Block all

notification

[4] Change

Notification Number

Enter 7/10 digit local pager number.

(The pager number must be local. It is not necessary to place a 9 (trunk

access code) in the notification dialstring.)

[9] Return to

Main Menu

[0] Log Out

Installation


2.8.13.2 Notification Cycle Moments after a message is left, the pager is called. If the User does not call in to pick up the new message, the pager will be called approximately 10 minutes from the initial attempt. The delay between attempts increases the longer the message goes un-retrieved. The delay continues, adding 10 minutes to each attempt, not to exceed 1 hour between attempts. The table below contains an example of the paging cycle for an un-retrieved message left at 9:00 AM.

Attempt Accumulated Delay Example

First No delay 9:00 AM

Second 10 Minutes 9:10 AM

Third 20 Minutes 9:30 AM

Fourth 30 Minutes 10:00 AM

Fifth 40 Minutes 10:40 AM

Sixth 50 Minutes 11:30 AM

Seventh 60 Minutes 12:30 PM

Eighth 60 Minutes 1:30 PM

Ninth 60 Minutes 2:30 PM

Tenth 60 Minutes 3:30 PM

NOTE: All notification attempt schedules reset upon receipt of each new message. For this reason if you receive a new message every 5 minutes, your pager will go off every 5 minutes for each new message

Installation


2.9 Directory Assistance When callers don’t know their party’s extension, they may use Directory Assistance to connect to the correct person. The caller uses the telephone keys to “spell out” a user’s name. Perfect Voice may be configured to allow callers to either spell out the last name only (default setting), first name only, or the first or last name to reach the User.

2.9.1 Search Directory Assistance by First or Last Name To change the default setting (which allows callers to search by last name only):

Log in to SCREENS

Select Receptionist>Instance Setup

Select the Instance for which you would like to change Directory Assistance to use first or last name.

Go to Screen 3 and press [F4]

Edit the DirectAssist Prompt field. This field may be set to 0, 1, or 3.

o 0: When DirectAssist Prompt is set to 0, callers may search by last name only. 0 is the default setting.

o 1: When DirectAssist Prompt is set to1, callers may search by first name only.

o 3: When DirectAssist Prompt is set to 3, callers may search by first or last name.

Press [F10] to save changes.

You must completely exit SCREENS for this setting to become active.

Installation


2.9.2 Set up Users for Directory Assistance The first time Users log into the system, they are placed into Quick Setup, which must be completed before they can receive messages. One of the steps in Quick Setup prompts the User to spell his or her name for Directory Assistance, just as a caller would. When the Instance is configured for searching on first or last name, Users are prompted to “enter (up to) the first six letters of your first name, followed by a zero, then enter (up to) the first six letters of your last name…”

The Directory Assistance listing may also be configured from SCREENS.

Log in to SCREENS

Select Receptionist>User Directory

Go to Screen 1, press [F4]

Edit the DirectoryName field: Enter first0last (User’s first name, zero, User’s last name) in this field to search by first or last name. The letters you enter in this field will automatically be converted to the corresponding numbers in the Directory Num field. (The Directory Num field cannot be modified directly.)

o Directory Num: This field indicates the numeric sequence associated with the Directory Name field spelling or the directory assistance listing specified by the User during Quick Setup or User Setup. This field cannot be modified directly from SCREENS, but can be modified indirectly by entering information into the Directory Name field. Likewise, this field can be specified directly from Quick Setup or User Setup. The letters are translated into numeric digits as follows.

Press [F10] to save changes.

Installation


2.9.2.1 Additional fields related to Directory Assistance Instance – Screen 3

DirectAssistifNo NAM?: This field specifies whether or not to list this User ID in Directory Assistance if no name is recorded.

Instance – Screen 2 Directory Assist: This field specifies the selection made by callers and Users to access directory assistance. This code can be entered from any point in the system where the system requests a User ID. The default value is 9.

System Configuration


SYSTEM CONFIGURATION



3 SCREENS Interface The SCREENS interface is an easy-to-use, menu-driven utility that controls the voice processing system and how it will function. This section describes the options that may be accessed through the SCREENS interface. While configuring the system, keep in mind those items that will customize the Perfect Voice system for the customer’s needs.

3.1 Accessing SCREENS To access SCREENS, type SCREENS from any DOS prompt. It is not necessary to be in the root directory of the C: drive. The SCREENS command can be executed from any DOS prompt as long as the system has started normally.

Example: Type SCREENS at any DOS prompt: C:\> SCREENS

Press [Enter] After pressing [Enter], you will be prompted to log into SCREENS. The “Sessions” count indicates the total number of times SCREENS has been accessed (at any level).

3.1.1 Levels SCREENS offers multiple levels of control and access. Each access level has its own password. Anyone with access at a given level can change the password for that level. In general, lower numbered access levels offer less control and higher numbered access levels offer more control. Access levels other than 3, 4, and 5 are reserved and are generally not used by anyone other than Technical Support. The access levels applicable to this manual are summarized below. Note that, for security reasons, no level of access allows you to view a User’s password.

Access Level

Default Password Typically Accessed By...

Access Examples

0 Installer allows Quick Setup of Perfect Voice

2 VIEWONLY Assistant allows only view mode of screens

3 OPERATOR Supervisor allows addition of User records to the system

does not allow viewing of message file names or deletion of messages

does not allow changes in System screens



Access Level

Default Password Typically Accessed By...

Access Examples

4 MANAGER System Administrator allows addition of User records to the system

allows viewing of message file names and deletion of messages

allows changes to the dialplan

does not allow changes in

System screens

5 PLEASE Installer allows addition of User records to the system

allows viewing of message file names or deletion of messages

allows changes in System screens

6 TASKS Installer allows changes to file and message paths

3.1.2 Logging In

At the Which Level?: prompt, enter the desired access level as explained in the “Levels” section and press [Enter].

You will then be prompted for the PASSWORD. Enter the password associated with the access level as explained in the “Levels” section and press [Enter].



3.2 Screens Menu Basics After successfully logging into the SCREENS program, the Main Menu is displayed. This is the first of many available menus.

In reference to the menus, the following points are worth noting.

All submenus have four modes:

o Browse

o View

o Add

o Edit

The [Esc] key will return to the previous menu.

The Main Menu is the first menu encountered when logging into SCREENS and it is the last screen before logging out.

A function key summary appears in the lower portion of the display. The most important function key to remember is the one for Help: [F1]. The definitions of many function keys are consistent throughout all parts of SCREENS. For example, [F1] always means Help for the currently selected option.

An option can be selected by moving to the option with the arrow keys until it is highlighted and pressing [Enter], or by pressing the letter indicated with the option.

A short description of the currently selected option appears in the highlight line just above the function key summary. Often, the meaning of the currently selected option can be determined by reading this short description.



3.2.1 Browse Mode Basics Browse mode usually contains a listing with only limited, summary information. Following is what the Browse screen for the User Directory might look like.

The word, BROWSE appears in the upper right portion of the display, indicating that this is Browse mode as opposed to VIEW, EDIT, or ADD mode.

The title of the menu appears in the upper middle portion of

the display. In this example, the title is USER DIRECTORY.

The previous menu level is shown in the upper left portion of the display.

A summary of available function keys is located at the bottom of the screen. Refer to

the following table for more information.



3.2.1.1 Browse Mode Function Keys

Key Name Description

F1 Help Display help text about what information is displayed for each record as well as functions in Browse mode.

F2 Add Add a new record (i.e. a new User) to the database. For more information, please refer to Section 3.2.4: Add Mode Basics on page 60.

F3 Delete Delete the currently highlighted record (i.e. a User who is no longer with your company).

F4 Edit Edit (change the parameters of) the currently highlighted record. For more information, please refer to Section 3.2.3: Edit Mode Basics on page 58.

F5 Find Locate a specific record.

F6 Copy Create a new record or block of records. Use the currently highlighted record as the default template. For more information, please refer to Section 5.1.6: Creating New Users Using the Copy Command on page 79.

F7 Cut Delete a record or block of records.

F8 Undo Replace the previously Deleted record from this session and go into Add mode for a new record.

F9 Zoom Remove function key icons from the bottom of the display, which allows the display of more records at a time. Pressing F9 again will return icon options.

F10 F10 toggles between screens. It is dependent upon the currently-displayed screen.



Esc Quit Exit Browse mode and return to the previous menu screen.

Page Down Next Browse the next set of records and highlight the first one of that set.

Page Up Previous Browse the previous set of records and highlight the first one of the set.

Ctrl-Page Down

Last Browse the last set of records, highlighting the very last record in that set.

Ctrl-Page Up First Browse the first set of records, highlighting the very first record in that set.

Home Top Highlight the first record in the current display.

End Bottom Highlight the last record in the current display.

Enter Select View the currently highlighted record.



3.2.2 View Mode Basics If [Enter] is pressed while highlighting a User ID record, you will enter the View mode, which provides more details about the record. View Mode may include multiple screens. For example, the following record has four screens of information.

The word VIEW appears in the upper right portion of the

display, indicating that this is View mode as opposed to

BROWSE, EDIT, or ADD mode.



The current screen number and total number of screens

are displayed at the upper left.

A summary of available function keys is located at the bottom of the screen. Refer to the following table for more

information.



3.2.2.1 View Mode Function Keys


F1 Help Display help text about the meanings of each of the record parameters as well as the functions available in View mode.

F2 Add Add a new record (i.e. a new User) to the database. For more information, please refer to Section 3.2.4: Add Mode Basics on page 60.

F3 Delete Delete the currently displayed record (i.e. a User who is no longer with your company).

F4 Edit Edit (change the parameters of) the currently displayed record. . For more information, please refer to Section 3.2.3: Edit Mode Basics on page 58.

F5 Find Locate a specific record.

F6 Copy

Create a new record or block of records. Use the currently displayed record as the default template. For more information, please refer to Section 5.1.6: Creating New Users Using the Copy Command on page 79.

F7 Cut Delete a record or block of records.

F8 Undo Replace the previously Deleted record from this session and go into Add mode for a new record.




Esc Quit Exit View mode and return to the previous Browse screen.

Page Down Next View the next record. If this is the last record, view the first record.

Page Up Previous View the previous record. If this is the first record, view the last record.

Ctrl-Page Down Last View the last record.

Ctrl-Page Up First View the first record.

Home Top Highlight the first record in the current display.

End Bottom Highlight the last record in the current display.

Enter More View the next screen for the currently displayed record, or, if the current screen is the last screen, view the first screen of the next record.



3.2.3 Edit Mode Basics To edit a record, press [F4] while in View mode, or press [F4] after highlighting the desired record from a Browse screen. Edit mode looks similar to View mode, especially if you are using a monochrome monitor; however, you can only access and modify fields from edit mode, not view mode. Depending upon the access level, you may not be allowed to modify some fields. To display field-specific help, highlight the field and press [F1].

The word EDIT appears in the upper right portion of the

display, indicating that this is View mode as opposed to BROWSE, VIEW, or ADD

mode.



The current screen number and total number of screens

are displayed at the upper left.

A summary of available function keys is located at the bottom of the screen. Refer to

the following table for more information.



3.2.3.1 Edit Mode Function Keys


F1 Help Display help text about the currently highlighted field. This is an important function when editing.

F4 Keys Provide help on functions which are available while in Edit mode.

F10 Save Save current changes and return to VIEW mode.

Esc Quit Exit Edit mode and return to the previous screen without saving any changes. A confirmation of this action is required.

Page Down Next Save current changes and Edit the next record. If this is the last record, Edit the first record.

Page Up Previous Save current changes and Edit the previous record. If this is the first record, Edit the last record.

Ctrl-Page Down

SameNext Works just like Page Up, except that the position on the next record is the currently highlighted field.

Ctrl-Page Up SamePrev Works just like Page Down, except that the position on the previous record is the currently highlighted field.

Enter Accept Accept the current field settings and move to the next field. If this is the last editable field, save the changes to the current record and Edit the next record.

3.2.3.2 Editing Fields - Pop-Up Menus While editing some fields, a pop-up menu, which indicates the possible choices for the field, will be displayed. For example, when editing the Transfer Type field for a User ID record, a pop-up menu of the possible options is displayed. Following is an example of a pop-up menu.

To select an item from the pop-up menu, press Home or End until the appropriate item is highlighted. Then press Enter or an arrow key to move to the next field in the record. In the example above, to change the Transfer Type from “UseDefault” to “Blind Xfer”, you should press the End key three times to highlight “Blind Xfer”. When the proper choice is highlighted, press Enter. Some selections may be entered directly if the appropriate value is known. For example, the “H” key could be pressed to enable blind transfers on this record.



3.2.4 Add Mode Basics

NOTE: There are two methods for adding a record to a database: the Add mode and the Copy command. The preferred method is to use the Copy command [F6] and then to customize the new record as required. To learn more about using the Copy function, refer to Section 5.1.6: Creating New Users Using the Copy Command on page 79.

The Add function is available from both Browse and View modes. When the Add function [F2] is selected, Perfect Voice prompts you to select the User Type for the new record.

Highlight the desired User Type and press [Enter]. After you select the User Type, the new record will be displayed in Add mode.

Default field values for the new record are based on the User’s Instance Setup Parameters. Multiple screens may be required to access all the information in a record. For example, a User ID record has up to three screens of information that needs to be completed in Add mode.

Note that the Instance, User ID, and User Type fields can only be edited while in Add mode. These fields are not accessible while in Edit mode. Add mode is similar to Edit mode. The following table is a summary of the Add mode function keys.



3.2.4.1 Add Mode Function Keys


F1 Help Display help text about the currently highlighted field. This is an important when defining a field.

F4 Keys Provide help on functions which are available while in Add mode.

F10 Save Save current changes. The notification pop-up is displayed.

Esc Quit Exit Add mode and return to the previous screen without saving any changes. A confirmation this choice is required.

Page Down Next Save the newly configured record and Add another new record.

Page Up Previous Save the newly configured record and Add another new record.

Ctrl-Page Down

SameNext Not applicable

Ctrl-Page Up SamePrev Not applicable

Enter Accept Accept the current field settings and move to the next field. If this is the last field that can be edited, save the changes to the newly configured record and Add another new record.



4 Main Menu Each main menu option offers submenu options from the pull-down menus.

The main menu options and sub-options are:

Receptionist o User Directory – See Section 5.1: Receptionist - User Directory on page 64. o Instance Setup – See Section 5.2: Receptionist - Instance Setup on page 81. o Message Information – See Section 5.3: Receptionist - Message Information on page 90. o List Management – See Section 5.4: Receptionist - List Management on page 93. o Parameters – See Section 5.5: Receptionist - Parameters on page 94.

Notify o Notification See Section 6.1: Notify - Notification on page 100. o Class of Service – See Section 6.2: Notify - Class of Service on page 103. o Schedules– See Section 6.3: Notify - Schedules on page 111. o Parameters– See Section6.4: Notify - Parameters on page 113.

System o Channels – See Section7.1: System - Channels on page 117. o Telephone System – See Section7.2: System - Telephone System on page 120. o Integration – See Section 7.4: System - Integration on page 131. o Serial Services – See Section 7.5: System - Serial Services on page 142.

Utilities o Scheduler – See Section 8.2: Utilities - Scheduler on page 149. o Set Password – See Section 8.3: Utilities - Set Password on page 153.

NOTE: If not enough memory is available when logging into SCREENS, Notify will automatically be removed from memory. When logging out of SCREENS, Notify will be loaded back into memory. If a message does not appear that Notify has reloaded automatically, type the command NTFYSSTRT from any DOS prompt.



5 Receptionist Receptionist menu options include User Directory, Instance setup, Message Information, List Management, and Parameters.

Key Name Meaning

D User Directory Browse the User ID records. Select this option to add a User to the system or change an existing User’s settings.

For more information please see Section 5.1: Receptionist - User Directory on page 64.

I Instance Setup Browse Perfect Voice’s Instance Setup (Global) parameters.

For more information please see Section5.2: Receptionist - Instance Setup on page 81.

M Message Information Browse Users’ Message Information.

For more information please see Section

L List Management Browse a summary of all distribution lists on the system.


P Parameters Enable, Disable, or View trace and journal files.




5.1 Receptionist - User Directory Perfect Voice is a User ID-based call processing system. The User Directory of Receptionist identifies each User on the system and the parameters that govern how the User ID will function. Prior to adding Users to the database, the Instance Setup parameters must be defined so that each User added to the system will assume the defaults selected in the Instance Setup Parameters.

5.1.1 Field Descriptions – User Directory – Screen 1

Instance This field specifies the Instance to which this User belongs. This must be an existing Instance number. This field can only be specified when adding a new record. It cannot be edited after the record has been created.

User ID This field specifies the one to eight digit number used by callers and other Users to access this User. For example, this is the “extension” that callers enter to reach this User. Valid ranges for this field

To Access:

Log into SCREENS


Use the User Directory to:

Add a new User to the System

Remove a User from the system

Change a User’s automated and voice messaging settings

View a User’s message summary information and notification status.



range from 0 to 99,999,999. This field can only be specified when adding a new record. It cannot be edited after the record has been created.

User Type This field describes the basic configuration of this User record. Note that for some User Types, certain fields are meaningless and are therefore, not accessible. The valid User Types are described below:

U Normal User or Audiotext (fixed language) This is your normal, or standard, type User. This User type is normally associated with a person in an organization, including those who only use the automated attendant (transfer only) or voice messaging (i.e., guest mailboxes) functions.

D Audiotext (current language) This User type is used to define an audiotext User ID. Note that the audiotext speech file resides in the current Instance speech path. This means that the audiotext can automatically track any caller-selected language changes. Changing the audiotext speech can be as simple as recording the personal greeting for the type D User.

A Alias ID This specifies an “Alias” type User. Callers or Users who enter an Alias User ID are processed exactly as if they entered the Alternate ID field associated with the Alias User ID record.

I IVR Gateway to Application (Channel Sharing) Selecting a type I User causes control of the channel to be taken over by another application. This is used when setting up an Audioforms application.

T Single Digit Menu Items Single Digit Menu Options are allowed to be defined from this User. The second screen of this User type defines which specific DTMF digits are linked to which specific User ID. For additional information on how to create single digit menu options, refer to Section 24: Creating Single Digit Menu Options on page 206 in the System Administration section of this manual.

B Broadcast ID (Public List) or Custom Recording This User type is used to define a public broadcast distribution list. When a User sends or forwards a message to this User (Message Management options 5 and 6), the message is actually sent to all Users on the type B User’s private distribution list 0. A type B User exists solely to provide a mechanism for Users on the system to broadcast messages to a group of other Users without having to maintain their own private distribution list. Examples of public distribution lists include “everyone in Sales.” The System Administrator is responsible for maintaining the list when necessary (i.e., staffing changes in the Sales department). Note that callers can never select a type B User as the destination for a message.

N Branch to another Instance (Menu Trees) Selection of a type N User changes the call’s Instance parameters to those specified in the Alternate Instance field of the type N User record. This results in a replacement of all Instance parameters, including the dialing plan and language parameters. Refer to the Alternate ID field description for more information.

L Change Language Selection of a type L User changes only the language parameters (system prompts and audiotext) without changing the dialing plan parameters. The new language parameters are loaded from the Instance specified in the Alternate Instance field of the type L User record.



GENERAL SETUP Fields

User Name This field normally specifies the name of the User. It is not a required field, except for reporting purposes.

Department This field normally specifies the department associated with the User. It is not a required field, except for reporting purposes and departmental distribution list creation.

Directory Name This field is used to compose the directory assistance "number", used in name searches. This can be letters A-Z (case insensitive) or numbers 0-9. If letters are used, they are converted to numbers in the Directory Num field. The name should match system configuration of first or last name preferences directory.

Directory Num This field indicates the numeric sequence associated with the Directory Name field spelling or the directory assistance listing specified by the User during Quick Setup or User Setup. This field cannot be modified directly from SCREENS, but can be modified indirectly by entering information into the Directory Name field. Likewise, this field can be specified directly from Quick Setup or User Setup. The letters are translated into numeric digits as follows.

These letters translate to… These letters translate to… These letters translate to…

Q,Z 1 G,H,I 4 P,R,S 7

A,B,C 2 J,K,L 5 T,U,V 8 D,E,F 3 M,N,O 6 W,X,Y 9

NOTE: If multiple matches are found, a list of user choices will be presented.

Coverage Type This field specifies the type of call coverage for this User. A User can be configured for one of three basic types of call coverage: none, personal assistant, or automatic call coverage. Personal Assistance (manual call coverage) allows callers to select a personal assistant. From the personal greeting the caller can enter a programmable access code (typically "1") to obtain additional assistance. Typically this is a secretary or co-worker set up as a Type U User ID, but it can be set to any type of User ID. If the personal assistant is not available, a system message is played instead of re-playing the personal greeting. Only one personal assistant can be configured per User ID. Up to three coverage points can be configured. The primary coverage point is specified in the Alternate ID

field. The secondary and tertiary coverage points are defined in the More Coverage fields. In the event that the end of the chain is reached with no answer, the original User ID's personal greeting will play and the message is placed in the original User ID’s mailbox. Automatic Call Coverage can be configured to take action if Call Blocking is Enabled, if a call to it returns Busy, or if a call to it is Ring No Answer. Personal assistant and automatic call coverage require supervised transfers.

Alternate ID The meaning of this field depends on the User type, although when used, it almost always indicates a User ID. The meaning of the field for each User type is summarized below. For User types D,L,B, and I, this field has no meaning.



U This field specifies the primary coverage point if any sort of call coverage is enabled. If personal assistant coverage is enabled for this User, this field specifies the User ID of the personal assistant. If automatic call coverage is enabled, this field specifies the first coverage point. If no coverage is enabled, this field is ignored for type U Users.

A This field specifies the User ID to assume when the original User ID is entered. For example, consider the case where User 123 is a type A User with the Alternate ID set to 456. If a caller enters 123, the call is processed exactly as if the caller entered 456. This is a required field for type A Users.

N This field specifies how the call is processed just after a caller selects the type N User. All new Instance parameters, including language and dialing plan parameters, go into effect when this User is selected. Based on the information in this field, the call is then placed into one of three possible settings.

Field is blank: The new Instance greeting.

Field contains an asterisk (*): The new Instance whattodo.

Field contains a User ID: The new Instance and the User ID are assumed.

More Coverage This is actually a pair of fields that only applies to type U Users with automatic call coverage enabled. The first field specifies the User ID associated with the second coverage point and the second field specifies the User ID associated with the third coverage point.

Alternate Instance The meaning of this field depends on the User type and, when it is used, always indicates an Instance number. For User types D,A,B, and I, this field has no meaning.

U This field indicates the Instance from which language parameters will be loaded when a caller selects the User ID. This enables the User to be associated with a language that is different from that of the current Instance. The alternate language goes into effect for any cases where the User ID is entered from caller mode, including automated attendant, integration, logging in, etc.

N This field specifies the Instance from which all parameters will be loaded when a caller selects the User ID. This results in a complete change in Instance parameters, including dialing plan and language parameters.

L This field specifies the Instance from which only language parameters will be loaded. After the type L User is selected, the new language parameters go into effect and the call is placed into the whattodo.

End Call After? This field specifies whether or not to override the Instance default value of Endcall?. If this field is set to 'D' (DEFAULT), the instance default is used. If it is set to 'A' (ASK), then the caller will be asked if they wish to continue this call. If set to 'Y' (YES) then the call will be terminated. If set to 'N' (NO) then the call will return to the WHATTODO prompt.



AUTO ATTENDANT

Extension This field specifies the physical extension or dialstring for this User ID. This is usually identical to the user's physical extension number (the actual telephone system extension number). This is what gets substituted for the "@" in the Line Parameter database dialstrings. It is also used by NOTIFY to perform "Notify Desk" or "Message Waiting lamp", with the variable $(UDT:EXTENSION). For some applications, more complex dialstrings may be used, in particular, dialstrings that perform switch-hook flash ("S") or hang-up ("H").

To perform a blind transfer, DO NOT use the old style of appending a YH to the extension. Instead, set the TRANSFER TYPE to H.

The following are the dialstring characters used by Perfect Voice:

Character Meaning

1, 2, 3, 4, 5, 6, 7, 8, 9, *, 0, #, A, B, C, D These specify the corresponding DTMF.

X This specifies a 55 ms pause

Y This specifies a 500 ms (1/2 second) pause

Z This specifies a 1 second pause

P This causes a switch to pulse dialing. No actual dialing is performed until the next dialing character is received. For example, to pulse dial 456, specify P456 as the dialstring.

T This causes a switch to DTMF tone dialing. No actual dialing is performed until the next dialing character is received. For example, to tone dial 456, specify T456 as the dialstring. Note that by default, Perfect Voice dials DTMF tones. This dialstring character should only be used if pulse dialing was previously done.

S This specifies a switch-hook. The time of the switch-hook is specified in the driver configuration file with the FLASHTIME command in terms of 55 ms clock ticks. The resulting switch-hook time is precise to within +0 and -55 ms.

E This specifies a high precision switch-hook whose timing is 110 ms and is precise to within +4 ms.

F This specifies a high precision switch-hook whose timing is 500 ms and is precise to within +4 ms.

G This specifies a high precision switch-hook whose timing is 750 ms and is precise to within +4 ms.

Q This causes Perfect Voice to immediately go on-hook.

H This specifies a hang up.



Transfer Type This field specifies the type of transfer used by the automated attendant when directing calls to this User. The available transfer types include the following:

D Use the default transfer type specified in the Telephone System Setup database.

A Supervise all calls.

B Supervise only calls where a busy signal is detected. All other calls are treated as a blind transfer.

H Blind transfer all calls.

T Partially supervise calls using call progress tones. Only a DTMF tone will release call.

P Use the setting specified in the Telephone System Setup database. (Used for L.A.P.)

V Used for overhead paging and for optional call park location (phone system dependent).

Note that the transfer type setting is not used under certain circumstances. For example, if Call-Screening is enabled, transfer type A is assumed. Also, if the letters H or Q appears anywhere in the extension field, a blind transfer will result, even if Call-Screening is enabled.

Extension Owner? This field specifies whether or not the ITF packet matches by extension [P/Q] or User ID [M/N]. If set to 'Y' (YES), then an Integration ITF pattern that uses the "p" or "q" feature (search by extension first), will check this User ID record during the extension search. If a match is not found, then a User ID search will be performed. Set this is 'N' (NO) to exclude this extension number from the search.

In other words, set this to 'Y' (YES) if this User ID has exclusive ownership of the specified extension and should be included in User ID searches by extension, otherwise set this to 'N' (NO).

Blocking Enabled? This field specifies the current state of the Call Blocking feature for this User ID. If 'Y' (YES) then Call Blocking is ON (Enabled), no calls will be placed to the extension, and all attempted transfers will be immediately treated as Ring-No-Answer. This field must be 'Y' (YES) if the extension field is blank. The value 'N' (NO) means that Call Blocking is OFF (Disabled) and call transfers will be attempted to the extension. An asterisk indicates that this setting may be changed from User Mode. Some Notification Classes of Service also check this field.

ScreeningEnabled? This field specifies the current state of the Call Screening feature for this User ID. If 'Y' (YES) the Call Screening feature is ON (Enabled), Callers will be asked to leave their name, and the called extension will be presented with the Call Screening Menu when they answer. The value 'N' (NO) means that Call Screening is OFF (Disabled), and normal call transfers will be used. An asterisk indicates that this setting may be changed from User Mode. Note: Call Screening will ONLY be performed if Call Blocking is OFF (Disabled), and the Transfer Type is "A" (Supervise for Answer) or "T" (Supervise for DTMF Tone).

XFER RNA seconds This field specifies the number of seconds Perfect Voice will ring a telephone on a supervised transfer before returning to the calling party. If left blank, the default value from Telephone System Parameters menu will be used. This field only applies to non-screened calls and transfer types A and T.



SCRN RNA seconds This field specifies the number of seconds Perfect Voice will ring a telephone on a screened transfer before returning to the calling party. If left blank, the default value from Telephone System Parameters menu will be used. This field only applies to calls using call screening and transfer types A and T.

RNA goes to Busy This field specifies how to handle a call in the event that this User's extension is Ring-No-Answer (the Answer Time-out expires). This field only applies to TRANSFER TYPE "A" and TYPE "T" Users. If this field is set to 'N' (NO), then the caller will hear the current personal greeting. This is the Default setting. If this field is set to 'Y' (YES), then the caller is placed into the BUSY state and the caller will hear a message identical to that which would result from the detection of a busy signal. This is useful for call queuing applications. Note, the caller will never hear a personal greeting unless Call Blocking is activated.

Intelligent Que? This field determines the action to be taken if an extension is determined to be BUSY. The available

settings are:

N (No Queue) No Intelligent Queuing is used for this User. Take message on Timeout.

M (Que/GMesg) Intelligent Queuing for multiple telephones is enabled. If queued callers do not select an option from the Queuing menu, the default action is to take a message.

H (Que/GHold!) Intelligent Queuing for multiple telephones is enabled. If queued callers do not select an option from the Queuing menu, the default action is to continue holding.

X (Que/SMesg) Intelligent Queuing for a single telephone is enabled. If queued callers do not select an option from the Queuing menu, the default action is to take a message.

S (Que/SHold!) Intelligent Queuing for a single telephone is enabled. If queued callers do not select an option from the Queuing menu, the default action is to continue holding.

CAUTION: Setting the value of this field to H or S can cause channels to remain off-hook after callers “give up” and disconnect. Do not use this setting without CO supervised disconnect and a telephone system that reliably sends disconnect to Perfect Voice.

NOTE: The Intelligent queuing OPTIONS M, H, X, and S require a call TRANSFER type of "A"=Full Supervision, "B"=Busy Supervision, or "T"=DTMF Tone Supervision.

Announce Call? This field specifies whether or not calls are announced to the person answering a supervised call from Perfect Voice. The person answering the call hears, “Call for...” followed by the name of the User selected by the caller. Enabling this feature slows the call transfer process, but may be useful if more than one User shares the same telephone extension.



Beeper Pager ID This field specifies the Local Area Paging (L.A.P.) pager ID code from 1 to 9999999 as marked on the pager. May also include code for pager type and baud rate code. Leave blank to disable. Refer to Section 9: L. A. P. – Local Area Paging on page 157 in the Optional Applications section for more information on L.A.P.

Voice Paging ID This field specifies the extension number that is announced on the overhead paging system. Leave blank to disable.


PERSONAL GREETING

Number Allowed This field specifies the maximum number of personal greetings that the User may select or record from Call Management Option 4. The default is 2, the maximum is 9. If set to 2, the User can select (rotate through) 0=System default, 1=personal #1 (.UV1), or 2=personal #2 (.UV2).

Current Selection This field indicates the currently selected personal greeting number. 0 indicates system default greeting, 1-9 indicate a custom greeting. This field is NOT limited by Number Allowed. An Asterisk indicates that the User may change this value from User Mode.

Maximum Length This field specifies the maximum number of seconds a User is allowed to record for each personal greeting.

Block DTMF? If this field is set to “Y”, receptionist will ignore ALL DTMF entered by a caller while the personal greeting of this User is playing. If set to “N”, normal DTMF detection is enabled during the personal greeting. The default is “N”.



File Name Specify specific file name for greeting. Can be set to use an imported custom prompt. This will prevent the greeting from being changed over the phone.

File Path If the file above is not in the default greeting directory, specify the full directory path in this field.

MISC SETUP

Statistics Level This field controls the level of statistics (call count) maintained for this User.

0= use the Instance default

1= no statistics

2= basic statistics

3= all statistics

Note: Generating more statistics means more disk I/O and a slower functioning and responding system.

Name Recorded? This field specifies whether the name file has been recorded for this User ID. If set to 'Y' (YES), the system will try to play the recorded name for this User ID in "You Have Selected" prompts. If set to 'N' (NO), the system plays the User ID number. This field automatically changes to YES when the User records his/her name. (The username recording is kept in the Dialplan Instance message path; the file name is the User ID padded with leading zeros to 8 digits, and the extension is .NAM)

Application or ID: This field specifies the default Fax Mail identification number for options [2] and [3].

IVR Data or EMAIL: For type "U" User IDs this is used for special notification applications. For EMAIL notification this is the EMAIL address for this User ID.

MESSAGE RECORDING

Caller VoiceMsgs? This field specifies whether callers are allowed to leave messages for this User. If set to N, this User may still receive messages from other Users on the system (see Message Limit, below).

Maximum Seconds This field specifies the maximum number or seconds that an outside caller is allowed to record when leaving a message for this User. If this field is blank, then the value specified in Receptionist: Instance Setup for the current Instance is used.

CarbonCopy ID This field specifies the User ID that automatically receives a copy of each caller message for this User. Only caller messages that are not marked private are copied to the Carbon Copy User ID; no internal messages that are sent or forwarded to this User from another User are copied. A prefix



alerting destination User ID of intended User ID is attached. If this field is blank, the feature is disabled. To enable, set this to the ID of the message box to receive a copy. This can be a User ID (User Type U or I), in the range 0 to 99999999, with pooling disabled. Carbon Copy is useful for situations where a message needs to be copied to a supervisor, archive message box, or multiple sites.

Mesg Pool ID This field specifies the User ID that is to receive all messages recorded for this User ID, including all internal messages that are sent or forwarded from another User. To enable message pooling, set this to the ID of the message box to receive all messages. This can be a local User ID in the range 0 to 99999999, and must be User Type U or I, with pooling disabled. If Message Pooling is enabled, then this User will NEVER have messages, and will not be able to access MESSAGE MENU from User Mode. Also, message pooling can ONLY be enabled if this User has no messages (message box is empty). Message Pooling is useful for situations where a User owns more than one User ID. In these situations, the User can have messages from all but one of the User IDs pooled to a single User ID (at a single site). This simplifies the retrieval of messages from multiple User IDs.

Messages if New User? This field defines whether a User who is still in New User state may receive messages.

Message Limit This field specifies the maximum number of messages this User is allowed to have at one time. The maximum allowable is 2000 messages. If this field is blank, the value is that defined in the Instance Setup parameters. Set this field to 0 to disable ALL messaging for this User ID. Note: If Message Pooling is enabled, then this field is ignored. If the Pooling ID is a local User ID, then the Message Limit for the Pooling ID is used.

Notify Enabled? This field specifies whether notification is enabled for this User. Note that this User must also have a Notification Event Record in order for the notification feature to function. Note: If Message Pooling is enabled, then this field is ignored. If the Pooling ID is a local User ID, then the Notify Enabled

value for the Pooling ID is used.

New Msg Expiration This field specifies the length of time a new (unheard or urgent) message will remain the User’s mailbox before it is automatically deleted. A pop-up menu lists the available options. This field may be specified in business days (1b, 2b, etc.) which do not include Saturday and Sunday, days (1d, 2d, etc.), weeks (1w, 2w, etc.) or months (1m, 2m, etc.) If this field is set to 0, then the value entered in Instance Setup is used. The value of blank means never delete. No warning or notice is provided to the owner, and deleted message cannot be retrieved. Messages are deleted after midnight (00:00) of the day following expiration.

Sav Msg Expiration This field specifies the length of time after a saved (heard or old) message was last listened to before it will automatically be deleted. The same values as described in New Message Expiration apply.



Lst Msg Expiration This field specifies the length of time after a distribution list message (urgent, new or saved) was placed in the User’s mailbox that it will automatically be deleted. The same values as described in New Message Expiration apply.


Login Password This field specifies the password for this User. By default, the password for a new User matches the User ID. The password can be any numeric value from 1 to 99,999,999. Although SCREENS will not display the password, the System Administrator can change it when necessary. Passwords are only valid with type U, T, I, F, B, and D User IDs.

LGI Action Type Specifies action to be taken on ITF integration type LGI. Refer to System, Integration Setup for definitions of the available options when Perfect Voice receives an internal direct call from a User.

Login Start Menu When the User logs in to the system, this is the first menu heard.

Caller Mode Dial? If this field is set to “Y” (yes), callers may direct dial this User ID from the greeting or whattodo. If set to “N” (no), this User ID may only be accessed from User Mode (the User is not available from the greeting or whattodo). The default is “Y”.

COPY Prototype? If this field is set to “Y” (yes), this User ID will be included in the prototype list in the copy function. If set to “N”, this User ID will not show in the list but it may still be used.



USERMODE OPTIONS

New User Menus? If this field is “Y”, then force the User into Quick Setup after login until Quick Setup is complete.

[1] Mesg Menu If this field is set to “Y”, then this User is allowed access to the Message Menu.

[2] Call Menu If this field is set to “Y”, then this User is allowed access to the Call Menu.

[3] List Menu If this field is set to “Y”, then this User is allowed access to the List Menu.

[4] Notify Menu If this field is set to “Y”, then this User is allowed access to the Notify Menu.

[5] Setup Menu If this field is set to “Y”, then this User is allowed access to the Setup Menu.

[7] Quick Menu If this field is set to “Y”, then this User is allowed access to the Quick Setup Menu.

[8] Admin Menu If this field is set to “Y”, then this User is allowed access to the Administration Menu.

MESSAGE MENU

Playback LIFO? This field specifies the order in which messages are played back to the User in Message Management. If set to “Y”, the messages are played back in last-in-first-out order. If set to “N”, the messages are played back in chronological order.

Advanced Msg Opt? This field defines a User’s access to advanced messaging options. If set to “Y”, then the User is allowed advanced options from the Message Menu. The default value is “Y”.

Send/Fwd/Rev Opt? If this field is “Y”, then the User is allowed to use the forward, send, and review message features in Message Menu. The default value is “Y”.

Send/Fwrd Bcast? This field specifies whether the User will be allowed to send a message and/or forward a message to a List. The default value is “Y”.

Msg Delivery Opt? This field defines the User’s access to the message delivery options of private, certified, urgent and future delivery. The default value is “Y”.



ADM Reset Enable? This field specifies whether or not this User ID can have both its password and all default values reset from the System Administration menu.

Announce EMAIL? If the value of this field is set to “Y”, an E-Mail address is set and MHS Mail is enabled and the system will check for new E-Mail when the User accesses Message Management. If new E-Mail messages exist, the system will play E-Mail announcements.

CALL MENU

[2]Call Block Op? This field specifies whether or not the User has the ability to change the call blocking (do-not-disturb) setting from Call Management.

[3]Call Screen Op? This field specifies whether or not the User has the ability to change the screening setting from Call Management.

[4]PerGrt Select? If this field is set to “Y”, then the User may change the personal greeting selection using options [4] or [7].

[6] [7] [8] Options? If the value of this field is set to “Y”, then the User may directly select which personal greeting they wish to use [7] or record [8].

SETUP OPTIONS

DirNm Changeable? This field specifies whether or not the User will be allowed to change the Directory Num field from Quick Setup or User Setup.

Change Extn Num? Setting this field to “Y” allows the extension number to be changed via the telephone.



5.1.4 Field Descriptions – User Directory – Screen 4 (View Mode Only) The following fields are available only while viewing a User ID (View Mode).

USER MESSAGE INFORMATION SUMMARY

New User Setup Complete? This field specifies if the User has made through the Quick Setup program.

Voice Messages in mailbox This field indicates the current number of messages for this User.

Notification Status This field indicates the current status of Notification for this User ID. The possible states are: Disabled No notification will be attempted. New Notification is enabled for this User ID, but the User has not yet been notified. Idle Notification is enabled for this User ID, but there are no new messages. Active Notification is enabled for this User ID and notification attempts are in progress.

Start Date This field indicates the date and time that the User was created or the call count for this User ID was set to 0.

Call Count This field indicates the number of times this User ID was selected by callers. The value after the / is the number of full days since the call count was set to 0.

Total Logins (Sessions) This field indicates the number of times this User successfully logged in to User Mode.

Total Login Time (Seconds) This field indicates the total number of seconds that this User was in User Mode.

Total Messages from Callers This field indicates the total number of caller messages received by this User.



Total Messages from Users This field indicates the total number of internal messages received from other Users.

Last Message Number Used: This field indicates the last message number used by this User. The number may be from 1 to 9,999.

DISTRIBUTION LISTS

Private List #0-9 These fields represent each of the 10 personal distribution lists for this User ID. The value displayed designates the number of members (Users) for each list. If a list does not contain any members, then the value will display “Empty”.

Member of This field indicates how many distribution lists contain this User ID as a member.

5.1.5 Field Descriptions - Adding a New User ID The following fields are available only while adding a new User ID (Add Mode). After adding a new record, the below pop-up screen appears.

Notify At Desk? If this field is set to Y, a Notification Event Record will be created for this User using the “Call at Desk COS” value entered in the Notification Setup Parameters.

Notify MsgLamp? If this field is set to Y, a Notification Event Record will be created for this User using the two values entered in the “Message Waiting Lamp COS” in the Notification Setup Parameters.

Pager? If this field is set to Y, a Notification Event Record will be created for this User using the “Call Pager COS” value in the Notification Setup Parameters.

Pager Phone Num This field specifies the telephone number to be called if Pager? is set to Y. This number will be placed in the Notification Event Record for this User when it is created.

NOTE: Do not use hyphens or brackets when entering the pager number.

When using the Add function [F2] to create a new User ID record, a Notification Event record (or records) for that User may also be created. To configure a User for new message notification after using another method to create the record (i.e., the Copy function), the Notification Event records may be created manually from the Notification Event Records menu.



5.1.6 Creating New Users Using the Copy Command As mentioned earlier, there are two methods for adding a new record to a database:

Add mode (refer to Section 3.2.4: Add Mode Basics on page 60).

Copy Command Copy is the preferred method because Perfect Voice includes four User prototype/template records, which can be copied when creating new Users. Available prototype (template) records are 961 Normal User Prototype, 962 Outside User Prototype, 963 Audiotext Prototype, and 964 SMDI User Prototype.

961 Normal User Prototype 961 Normal User Prototype can be used as a template for adding standard Users. When adding a large group of mailboxes, use this User as a starting point for the copy.

962 Outside User Prototype 962 Outside User Prototype can be used as a template for adding mailbox-only Users. Users copied from this prototype will not perform any transfers.

963 Audiotext Prototype 963 Audiotext Prototype can be used as a template for adding audiotext Users. Users copied from this prototype will not perform any transfers or take any messages.

964 SMDI User Prototype 964 SMDI User Prototype can be used as a template for adding standard SMDI Users.

NOTE: These Users should be edited prior to using the copy command to ensure that all the Users are created with the appropriate parameters. Refer to the field descriptions in the previous section to define the parameters for each of these pre-defined Users on the system, then use the Copy command [F6] to create the User database.

5.1.6.1 Example – Creating a New Record Using the Copy Command In this example, we will create a User ID record for extension 200 by copying the 961 Normal User Prototype record.


While in Browse mode, highlight the 961 Normal User Prototype record as shown below.



Press [F6] to Copy. A window will appear in the middle of the display screen similar to the following:

Note that “961” is displayed in the COPY FROM – User ID field. On the right side of the screen, enter the first User ID to create in the COPY TO - First User ID field and enter the last User ID to create in the COPY TO - Last User ID field.

In this example only a single User ID is being added. Therefore, we entered 200 for both the First User ID and Last User ID fields.

After completing the Copy operation, edit the new User ID record. Define those fields that are unique to the new User (i.e. User name, directory name, etc.).



5.2 Receptionist - Instance Setup An Instance on the Perfect Voice system is an environment that identifies the following:

a unique set of Users

unique greeting and whattodo file names

a unique dialplan

various timers

a unique default message path for all subsequently added Users

a unique default User It is very important that each Instance be added and its parameters set properly before adding any Users to the Instance. Although most installations of Perfect Voice operate with only a single Instance, one system can easily accommodate multiple Instances. One common application for multiple Instance systems is tenant sharing. Just as tenant sharing on telephone systems, the Perfect Voice system is shared by more than one group of Users at the same site. For example, a single building housing a dentist’s office and a doctor’s office could share the same telephone system and Perfect Voice system. Each office would be associated with its own separate Instance. The doctor’s office could be set up as Instance 0 and the dentist’s office could be set up as Instance 1. Calls to one set of channels would be treated as Instance 0 and would hear a specific greeting and whattodo for the doctor’s office. Any message left for Users in Instance 0 would be recorded in a message directory defined by the message path for that Instance. Calls to another set of channels would be treated as Instance 1 where callers would hear a specific greeting and whattodo for the dentist’s office. Any message left for a User in Instance 1 would be recorded in a message directory defined by the message path for Instance 1. In effect, each Instance could function as if it were a separate system; however, a gateway between instances can be created. The maximum number of Instances available on the Perfect Voice system is 32,767.

To Access:

Log into SCREENS

Select Receptionist>Instance Setup

Use Instance Setup to:

Add a new Instance to the system

Delete an Instance from the system

Change existing parameters of an Instance on the system

View the parameters of an Instance on the system



5.2.1 Field Descriptions – Instance Setup – Screen 1

Instance Number This field specifies the unique identifier for this Instance. The value of this field can range from 0 to 32767.

Description This field describes the use for this Instance, such as the company name or application.

LANGUAGE

Default User ID This field specifies the User ID, usually the “operator”, to assume if a caller does not make a selection during the Whattodo. This is necessary for rotary dial callers who are not able to access Users through the use of DTMF tones. The default User ID must also exist in the User Directory. For most systems, the default User ID is one that belongs to someone who will always be available to take a call, such as the operator. If that person is not available (such as after hours), the default User ID can be placed on Call Block. This allows rotary callers the ability to leave a message.

[0] Default User ID? If this field is set to 'Y' (YES), then the digit [0] is treated as a language/instance dependent alias that selects the DEFAULT USER ID. If this is set to 'N' (NO), then the digit [0] is treated as a User ID in the current dialplan instance. The default is 'N' (NO).

TDD Detect UserID This field specifies the User ID to transfer to if TDD tone is detected.

Fax Detect UserID This field specifies the User ID to transfer to if fax tone is detected.

Greeting Filename This field specifies the fully qualified file name of the Greeting speech file.

WhatToDo Filename This field specifies the fully qualified file name for the Whattodo speech file.



Speech Prompt Path This field specifies the path to the directory which contains all the speech prompts.

Custom Prompt Path This field specifies the path to the directory which contains custom RMS prompts.

Play Date Time Fmt Select the format for Date/Time playback during message retrieval. The default value is Day of Week, Month/Day/Year, and Time in 12-hour format.

Highest Count It is recommended that you do not adjust this field with the assistance of technical support. This field specifies the highest speakable number by the system for message counts. The upper limit will depend on the count library that is installed. The default value is 25.

Menu Auto “PRESS”? When set to “Y”, the playback of “Press” will be appended during menu prompts. For example, “Press one for call management, press two for…” This prompt may be suppressed by setting this field to “N”.


DIALING PLAN

System Access This field specifies the selection made by Users to access User Mode from the greeting/whattodo.

Hang-up/Endcall This field specifies the selection made by callers and Users to terminate a call to the system. This code can only be entered from the greeting/whattodo or the personal greeting.

Direct Voice Message This field specifies the selection made by callers and Users to quickly leave a message for a User without ringing his extension. This code can only be entered from the greeting/whattodo or the personal greeting.



Direct Pers. Greet This field specifies the selection made by callers and Users to access the personal greeting for a User without ringing his extension. This code can only be entered from the greeting/whattodo.

Force Modem Answer This field specifies the digits to be pressed to force modem answer.

Direct LAP UserID This field specifies the DTMF digits that callers can press to perform a L.A.P. page. To disable this feature, leave this field blank.

Directory Assist This field specifies the selection made by callers and Users to access directory assistance. This code can be entered from any point in the system where the system requests a User ID. The default value is 9.

Personal Assistant This field specifies the selection made by callers to reach a User’s personal assistant (assuming the User is configured for a personal assistant) while listening to the User’s personal greeting.

Statistics Default This field specifies the level of statistics that are kept for each User.

LGI Action Default This field specifies the action to be taken for the ITF function of LGI. Refer to System, Integration Setup for definitions of the available options when Perfect Voice receives an internal direct call from a User.

LAP Xmitter SysID This field specifies the system ID of the L.A.P. transmitter. If set to “*”, the system uses the first available transmitter. If this field is left blank, the system uses the transmitter with the lowest system ID number.

Voice Record Path This is a required field which will be used for all subsequently-added user records to determine the path to the directory containing caller messages. In other words, at the time a new user record is added, MESSAGE PATH fields of that user record will reflect this default. This path is also used for all recorded names (*.NAM files), all personal greetings (*.UVn), all temporary call screening names temp files for message management , FAX documents (*.FXn), and FAX control files (*.FCn). It is suggested that the files reside on a drive or partition which does not contain database files. It is also very important that this field be unique for each instance. A suggested convention is to make the directory name reflect the actual instance number. For example, Instance 1 would be associated with message directory D:\MESG\1\. If you leave this field BLANK, the path will be computed for you.



MAX ID LENGTHS

Lead Digit 0-9 Each of these fields displays the lead digit used in this Instance’s dial plan, including all User IDs and system codes (above). Also shown is the maximum number of digits for each set of User IDs and system codes that begin with the indicated lead-digit.


TIMING AND CONTROL

Play TUNE Before GRT? If this field is set to “Y”, then a musical tune will play upon the start of every new call to this Instance. If set to “N”, no tune will be played. Playing a tune at the beginning of every call makes it apparent to callers that they have reached an automated attendant.

After Whattodo Wait This required field specifies the maximum number of seconds Perfect Voice waits after playing the whattodo before starting the STILTHER timer. Normally, this field is set to a value between 1 and 5. This is a "silent" time for entering a User ID before defaulting to the Operator. Any DTMF entered will cancel this wait and start User ID input with Additional Digits timer. Only Hangup detection is enabled. To keep pulse phone callers and other non-dialers from waiting too long, the total time of Whattodo prompt + After Whattodo Wait + Still There Wait should be only 15 to 25 seconds.

Play STILTHER.RMS? This field specifies whether the STILTHER.RMS file is played after the After Whattodo Wait timer expires. If 'Y' for yes, caller hears: "To speak to the Operator please say yes after the tone". If the caller is “still there” they hear this prompt followed by a tone, after which they say yes (or anything), triggering a transfer to the Default User ID (provided GRUNT detection is enabled). If 'N' for no, the file is not played and Still There Wait should be set to 1.

Still There Wait This field specifies the maximum number of seconds to wait during Grunt Detection. For more information on Grunt Detection, refer to the Advanced Administration section of this manual.



Play Name on XFER? This field specifies whether Perfect Voice plays the User’s name just before a call transfer. If set to Y, the caller hears, “Transferring to...” followed by the User’s name. If set to N, the caller only hears the prompt, “Please hold”.

After Busy Options This field specifies the maximum number of seconds a caller has to make a selection between the end of the busy options and the default action taken by Perfect Voice.

Busy Hold Retry Time This field specifies the amount of time in seconds that Perfect Voice waits between attempts to try a busy or queued extension. If Perfect Voice on-hold messages are used with this system, set this field to 0. For more information about on-hold messages, refer to the Advanced Administration section of this manual.

After Screen Menu This required field specifies the maximum number of seconds a User has to respond to Perfect Voice screening prompts (reject the call, accept the call, etc.). If the User has not made a choice when the clock elapses, the call is rejected.

After Personal Greet This required field specifies the maximum number of seconds a caller has to make a selection between the end of a User’s personal greeting and the beginning of message recording. If a User is not allowed messaging, the number of seconds before the caller is returned to the whattodo.

Play LEAVEUNV On Record? This field specifies whether or not to play the recording “Leave your message after the tone, press # for future options”. If this is set to No, then all you will get is a BEEP after the personal greeting.

Endcall? (Default) This field specifies the Instance default action to be taken after a message is left by a caller or the personal greeting has played for a User with no messaging. If set to Y, Perfect Voice ends the call. If set to N, Perfect Voice returns the caller to the whattodo. A third option is A for “ASK”, where the caller is asked to press a digit in order to continue the call. This field only applies if the User ID’s End Call After field is set to D.

Auto Play First Mesg? If this field is set to “Y” (yes), when entering the Message Menu, the first message automatically plays.

Power Play New Mesgs If this field is set to “Y” (yes), power play of new messages begins when entering the Message Menu.

* Message Pause Time This field specifies the amount of time the system pauses after a User presses * during playback of a message.



After Usermode Menu This required field specifies the maximum amount of time in seconds allowed for a User to specify an option while in User Mode after a prompt plays. If no action is taken, Perfect Voice logs out the User and terminates the call. A value of 10 seconds is recommended

Until First Digit This field specifies the maximum amount of time in seconds to wait after a system prompt for the first DTMF tone to be entered. This applies in most cases where Perfect Voice prompts for DTMF input. A notable exception is after the whattodo (see After Whattodo Wait above).

Additional Digits This field specifies the maximum amount of time allowed between DTMF tones for a single selection.

Play UserId If No Name? This field specifies whether or not to play the User ID number if no name is recorded.

Direct Assist if No Name? This field specifies whether or not to list this User ID in Directory Assistance if no name is recorded.

Direct Assist Prompt This field defines which of the 10 directory assistance instruction prompts will be played when directory assistance is selected.

0 = asks for Last Name

1 = asks for First Name

2 = asks for Directory Entry

3-9 = custom prompts

For additional information on Directory Assistance Prompts, refer to the Advanced Administration section (page 213) of this manual.




MESSAGE AND RECORDING

Add User - LIFO Mode? This field specifies the default LIFO flag for new Users that are added to the system. When set to “Y”, the message playback order for new users added to this instance will be last in, first out (LIFO – newest messages first). When set to “N”, the message playback order for new users added to this instance will be first in, first out (FIFO – oldest messages first). Message playback settings can be changed at the user level.

Add User - Max Messages This field specifies the default maximum number of messages allowed for new Users that are added to the system.

Message Review? This field specifies whether message review is allowed for outside callers after recording a message for a User. If set to Y, callers are allowed to review, re-record or append to the message before sending it. Callers also have the option of marking the message as private or urgent.

Min Dsk Secs for Record This field specifies the minimum amount of disk space in seconds that must be available before starting a recording.

DEFAULT MSG EXPIRATION

New Message Expiration This field specifies the length of time a new (unheard or urgent) message will remain the User’s mailbox before it is automatically deleted. A pop-up menu lists the available options. This field may be specified in business days (1b, 2b, etc.) which do not include Saturday and Sunday, days (1d, 2d, etc.), weeks (1w, 2w, etc.) or months (1m, 2m, etc.) If the field in the User Directory record is set to 0, then this value will be used. The value of blank means never delete. No warning or notice is provided to the owner, and deleted message cannot be retrieved. Messages are deleted after midnight (00:00) of the day following expiration.

Sav Message Expiration This field specifies the length of time after a saved (heard or old) message was last listened to before it will automatically be deleted. The same values as described in New Message Expiration apply.

Lst Message Expiration This field specifies the length of time after a distribution list message (urgent, new or saved) was placed in the User’s mailbox that it will automatically be deleted. The same values as described in New Message Expiration apply.

MAXIMUM RECORDING TIMES -

Who's Calling This field specifies the maximum number of seconds allowed for a caller to record his name after selecting a User with Call-Screening enabled.

Personal Name This field specifies the maximum number of seconds allowed for Users to record their name file.



Personal Greeting This field specifies the default maximum number of seconds allowed for Users to record each of their personal greetings. This field represents the default value to use for PERSONAL GREETING - Maximum Length on newly added User IDs.

VM Messages This field specifies the maximum number of seconds allowed for Users to record a prefix to a forwarded message, or a new message while in Message Management. This value applies to all internal messaging for all Users.

Caller Messages This field specifies the maximum number of seconds allowed for recording of messages from callers. This field represents the default value to use for MESSAGE RECORDING - Maximum Length on newly added User IDs.

END RECORD SILENCE TIMES -

Who's Calling This field specifies the number of seconds of silence required to end the recording used during the recording of a caller’s name after selecting a User with Call-Screening enabled.

Personal Name This field specifies the number of seconds of silence required to end the recording of a User’s name in User mode (User Setup or Quick Setup).

Personal Greeting This field specifies the number of seconds of silence required to end the recording of a User’s personal greeting.

VM Messages This field specifies the number of seconds of silence required to end the recording of internal messages (forwarding prefixes or new messages sent from Message Management).

Caller Messages This field specifies the number of seconds of silence required to end the recording of caller messages.



5.3 Receptionist - Message Information

The Browse screen lists all messages. Information on the Browse screen includes the Instance, User ID, User Name, Number, Status of the Message (Saved, New, Urgent, or Deleted), and the Creation Date and Time of each message. The “…” in the Status column indicates that this message was one of the following:

Original distribution message where all copies have not yet been deleted by the recipient(s)

Sent message that has not been deleted by the recipient(s)

Original message pooled to another mailbox that has not been deleted by the recipient(s)

Original message forwarded to another mailbox(es) that has not been deleted by the recipient(s)

To Access:

Log into SCREENS

Select Receptionist>Message Information

Use Message Information to:

View message component information for Users on the system, including: o Caller messages o Forwarded messages o Forwarding prefixes o New messages sent to more than one User



5.3.1 Field Descriptions

NOTE: The fields on this screen may change without notice. Below is a general description of the fields that may be displayed. This screen is used primarily by Teleco Technical Support.

Instance This field indicates the Instance number of the User associated with this message component.

User ID This field indicates the User ID of the User associated with this message component.

Message Number/Secs This field specifies the unique number assigned to this message component and the duration (in seconds) of the message.

References For message components that may require multiple copies (i.e., a message that was forwarded to a list of Users), this field indicates the number of copies that are not deleted.

Message Type This field specifies the type of message component:

0 A message received from a caller for this User.

1 A forward prefix from this User.

2 A message sent by this User.

3 A message sent or forwarded from another User to this User.

4 A certified message acknowledgment.



Message Status This field specifies the status of the message component:

0 A message component not accessible by this User.

1 A new, unheard message component.

2 A message component that has been listened to.

5 A new unheard message component, marked for erase.

6 A message component that has been listened to, marked for erase.

Delivery Options This field specifies any special delivery options associated with this message component such as Certified, Private, Urgent, Carbon Copy, sent from a distribution list or external (sent with SENDMSG).

Message Timestamp This field specifies the date and time the message component was created.

LastHeard Timestamp This field specifies the date and time that the message component was listened to.

Recording File Name This field specifies the complete file name of the message component.

Misc Information This field specifies the duration of the message component in seconds followed by the method of recording termination (i.e., silence or DTMF).

From User/Network ID If applicable, this field indicates the User ID of the User who sent or forwarded the message component.

Next Msg in Chain If applicable, this field indicates the original message number of the message component.



5.4 Receptionist - List Management

5.4.1 Field Descriptions

Dialplan Instance This field is the DIALING PLAN Instance that contains the list owner’s User ID. Both the number and description for the Instance are displayed.

Owner User ID This field designates the User ID that “owns” this distribution list entry. The number, name, and department for this User ID are displayed.

Owner List Number This field specifies the owner’s list number.

Member ID This field designates the “member” of the OWNER’S User ID’s list. If this is a User ID, and it is in the same Dialplan Instance then the number, name and department for this member are displayed.

To Access:

Log into SCREENS

Select Receptionist>List Management

Use List Management to:

Add a private or public distribution list to the system

Delete a private or public distribution list

Review the members of a private or public distribution list



5.5 Receptionist - Parameters

5.5.1 Field Descriptions – Parameters – Screen 1

Comments This field is for any descriptions or comments that the installer may wish to make.

TRACE

Path This is the disk drive and directory where all trace files will be placed.

Enable Trace? Trace specifies whether or not Receptionist activity trace information will be performed. This value can be overridden by the per-channel value below. Set this to "Y" (Yes) to Enable. This field should

To Access:

Log into SCREENS

Select Receptionist>Parameters

Use Parameters to:

Select which activities to send to a journal

Enable, disable, or view trace and journal files

Enable trace on a per- channel basis



contain "N" unless directed otherwise by Technical Support personnel. This field may also be changed with the RCPTDIAG {#,*} program or by typing TRACEON or TRACEOFF.

Trace to Screen? If this field is set to "Y" (YES) all enabled trace information will be displayed to the monitor screen. If set to "N" (NO) then trace information will NOT be displayed. The default value is "Y" (YES).

Trace to File? If this field is set to "Y" (YES) all enabled trace information will be written to the file TRACE.LOG or TRACE_nn.LOG in the selected path (See "FILE PER CHANNEL?" fields below). If set to "N" (NO) then trace information will NOT be written to disk. The default value is "N" (NO).

Required Disk Mins If the amount of available disk space on the Trace drive drops below this value, measured in disk minutes, then "TRACE TO FILE" will automatically be set to "N" (NO). The default is 2 minutes (approximately 1 MB).

File Per Channel? If this field is set to "Y" (YES) then the file names for trace information are TRACE_nn.LOG, where "nn" is the channel number. If set to "N" (NO), then the file name for all trace information is TRACE.LOG (See "TRACE TO FILE?" above). The default value is "Y".

Disable Date? If this field is set to "Y" (YES) then the DATE header for will be disabled. The default value is "N" (NO) which means DATE headers are always included. Typically this is only set to YES to reduce the amount of trace information.

Fast Trace? If this field is set to "Y" (YES) then all "low-level" trace information will be disabled. The default value is "N" (NO) which will always include all trace information. Typically this is only set to YES to reduce the amount of trace information.

Idle + timer Trace? If this field is set to “Y” (yes), the channel idle and timer information are output to the trace file.

SPCH Path on RMS? If this field is set to “Y” (yes), the complete speech path of the system prompt (.rms file) is shown in the trace file. (This may be necessary if using multiple languages.)

Virtual Chan Trace If this field is set to “Y” (yes), virtual (non-audioboard) channels are output to the trace file.

Cnn (C00-C23) This field allows custom control of trace information on a per-channel basis. Normally this is set to " " (Default), which indicates that trace on this channel is controlled by the "ENABLE TRACE?" field. If set to "Y" (YES), then trace is ALWAYS enabled for this channel. If set to "N" (NO), then trace is always DISABLED for this channel.



5.5.2 Field Descriptions – Parameters – Screen 2

JOURNALING

Path This is the disk drive and directory where all journal files will be placed. Normally this is ALWAYS set to "D:\". Note: This path is also used for SMDR/SMDI files.

Journal to File? If this field is set to "Y" (YES) then usage journaling will be performed. The enabled record type(s) will be written to the file RCPT_USE.LOG in the specified path.

Channel Records? If this field is set to "Y" (YES, default), and Journaling is set to "Y" (YES), then write the following record types to the Journal file.

INI: Receptionist Initialization

COF: Channel OFF-Hook/Answer

CIN: Channel Integration Pattern

CRP: Channel Rotary Detect OK

CRF: Channel Rotary Detect FAIL

CON: Channel ON-Hook/Hangup

HIT: Disconnect IBS+TMO

HIP: Disconnect IBS+MATCH

HRW: Disconnect REC+WINK

HWW: Disconnect WINK

HCP: Disconnect CPM HANGUP



User ID Records? If this field is set to "Y" (YES, default), and Journaling is set to "Y" (YES), then write the following record types to the Journal file.

LGF: Login Failed - Security

LGX: Login Failed - Already In

LGI: Login Successful

LGO: Logout

Whattodo Records? If this field is set to "Y" (YES, default), and Journaling is set to "Y" (YES), then write the following record types to the Journal file.

LNG: Language User ID (L)

INS: Instance User ID (N)

IVR : IVR User ID (I)

ATX: AudioText User ID (D)

FOD: FaxDoc User ID (F)

DND: CallBlock User ID (U)

TBX: Menu Play User ID (T)

TBO: Menu Opt User ID (T)

USR: UserBox User ID (U)

Fax Records? If this is set to "Y" (YES, default), and Journaling is set to "Y" (YES), then write the following record types to the Journal file.

FRL: Fax Receive Lost!

FRF: Fax Receive Failure!

FRX: Fax Receive OK

FSR: Fax Send Retry!

FSF: Fax Send Failure!

FSX: Fax Send OK

Attendant Records? If this is set to "Y" (YES, default), and Journaling is set to "Y" (YES), then write the following record types to the Journal file.

LAP: Lap Call Page

XFR: Call Transfer

BSY: Busy Menu



Message Records? If this is set to "Y" (YES, default), and Journaling is set to "Y" (YES), then write the following record types to the Journal file. These are written whenever the message counts (Urgent, New, Saved) change for a User ID. The information tells Instance, User ID, and Counts.

MSX: Re-Computed at Login

MSL: UserMode Logout

MSG: New Message from Caller

MSU: New Message from User ID

MSH: Message Heard

MSD: Message Deleted

MSZ: Admin Reset

Other Records? If this is set to "Y" (YES, default), and Journaling is set to "Y" (YES), then write the following record types to the Journal file

TIM: Administrator changed System TIME

DAT: Administrator changed System DATE

KLN: Klinic Modem Share

DFO: Default Operator

DAS: Directory Assistance

REC: Recording End

DSK: Recording Space Change



6 Notify Notify enables Users on the system to be notified of new messages that have been received. The system has pre-defined methods of Notification that can be assigned to each User. The method of Notification should be based upon the User’s needs and lifestyle. The pre-defined methods of Notification include:

Calling the User at the desk

Calling the User at a telephone number outside the site

Calling a pager number

Lighting a message lamp on the User’s telephone The different methods and valid time ranges are defined by a Class of Service and there are different means of Notification within each method. The Class of Service definitions should be reviewed during the pre-installation meeting with the customer and a decision made as to how each User will be notified of new or urgent messages. The following information includes the procedures and steps in creating Notification Event Records, using an existing Class of Service or creating a new Class of Service, schedules for Notification and how to create new schedules and defining the parameters for Notification, including defining the default method of Notification for all newly created Users.



6.1 Notify - Notification A Notification Event Record (NER) must be created for each User that is to be notified of new messages received. The NER is based upon the User ID in the User Directory of the Receptionist. The NER includes the User ID, the Class of Service for Notification and any specific telephone numbers that Notify must dial when notifying the User such as a pager telephone number and a PIN number. Multiple Notification Event Records may be created for a User based upon time of day and the day of the week. A User may also be allowed to change the telephone number at which the User is notified when Notification is using an outdial method.

6.1.1 Field Descriptions – Notification Event Records – Screen 1

Receptionist Instance This field specifies the Instance to which the User belongs.

User ID This field specifies the User to which notification is being added.

User Name This field specifies the Name of the User.

To Access:

Log into SCREENS

Select Notify>Notification

Use Notification to:

Enable notification for a User

View the status of a User’s notification

Modify methods of notification



Enabled for Use? If this field is set to “Y” (yes), the event record is enabled. If set to “N” (no), the event record is disabled.

New Messages Received COS This field specifies the notification COS to use when performing message notification for this Notification Event Record (NER). The COS number, in turn, indicates the method, time frame, and frequency of notification. This field must specify a valid COS from the Class of Service database.

Pager or Outside Number This field specifies the pager, outside telephone number, or L.A.P. pager capcode. This is a dialstring (specific to this NER) which is accessible through the COS action string for this NER. If the COS being accessed is for a LAP pager, you would enter the "cap" code or pager id here. The dialstring is accessible by the COS action string through the use of the expressions. It is only used if this NER is associated with a COS that performs outdial notification. If this NER is associated with the Pager with PIN COS, enter the pager service telephone number in this field.

NOTE: Do not use hyphens or brackets when entering the pager number.

Pager PIN Number This field is used with the Pager with PIN COS and specifies the User’s PIN. The number in this field is dialed by Perfect Voice after calling the paging service. This field also specifies the baud rate and pager type of the L.A.P. pager. Refer to Section 9: L. A. P. – Local Area Paging on page 157 in the Optional Applications section of this manual.

Messages Picked up COS This field specifies the COS to use after the User picks up his messages. This field is normally used only for an NER associated with message lamp notification. In that case, it specifies the COS that turns off a message lamp.



6.1.2 Field Descriptions - Notification Event Records – Screen 2 - View Mode Only These fields are only available while in View Mode.

Notify Status This field indicates the status of the Notify Enabled? field for the User.

Notified This field indicates whether the User has new messages that need to be picked up.

Tries Counter This field indicates the number of times Notify has attempted to notify the User, using this NER.

Last Attempt This field indicates the last date and time that this NER was used to notify the User of new messages.

Next Attempt This field indicates the date and time after which a notification, using this NER will be attempted (assuming a notification is still necessary by then).



6.2 Notify - Class of Service There are several pre-defined Classes of Service for Notification. Those classes within the 1XX series of numbers define how Notification will call a User at their extension on the telephone system. Those classes within the 2XX series of numbers define how Notification will call a User at a telephone number outside the telephone system. For COS numbers from 250 to 299, the telephone number is changeable via the user mode. The 5XX series of numbers define how a User with a pager will be notified. The 7XX COS numbers define local area paging (LAP). The 9XX series of numbers define what method Perfect Voice will use to light a message lamp at a User’s extension on the telephone system.

6.2.1 Field Descriptions – Class of Service – Screen 1

Class of Service Number This field specifies a unique identifier that is associated with a notification method.

Description This field specifies a brief description of the notification method. The description entered should be concise, describing the method, time frame, and the frequency of notification.

To Access:

Log into SCREENS

Select Notify>Class of Service

Use Class of Service to:

Modify parameters for an existing method of notification

Create a new method of notification



Schedule Number This field specifies the Notification Schedule number to use. It must specify an existing Notification Schedule number from the Notification Schedules database. The Notification Schedule, in turn, specifies which days of the week on which the notification method is used. It also specifies the time range for those days.

Restart COS if New Msg? If this field is set to “Y” (YES), then each new message will restart the try timers and try counters. If this is set to N (NO), then additional new messages received (while new message notification active) will NOT restart the timers and counters.

Delay Until First Try This field specifies the number of minutes to wait after a new message is received by the User before the first notification attempt. Note that this timer is reset upon receipt of the last new message (or last login to message management), before performing the first notification.

Delay Until Retry This field specifies the minimum number of minutes that must elapse before attempting to notify the User the second time. This does not indicate the exact amount of time between the previous and next attempt, but rather the minimum amount of time that must elapse between notifications. Note that the value of this field must be less than or equal to the Maximum Retry Delay

field in order for this feature to work properly.

Maximum Retry Delay If 0, then Notify will always wait at least "Delay Until Retry Time" minutes before retrying a notification attempt. If not 0, then each retry delay will be increased by "Delay Until Retry Time" minutes. For example, if "Delay Until Retry Time" is 5 minutes, then the FIRST retry will be after 5 minutes; the SECOND retry will be 10 minutes after the first; the THIRD retry will be 15 minutes after the second, etc.

Maximum Tries This field specifies the maximum number of notification attempts for this COS after receiving a new message. After these many attempts, notifications associated with this COS will cease until another new message is received. For Users with multiple NER’s, this field has no effect on the notifications from other NER’s.

Check Call Blocking? This field specifies whether or not to honor the User’s Call Blocking feature setting when performing a Call-at-Desk type of notification. If this field is set to Y, the notification is only performed if the User’s Call Blocking feature is disabled. If this field is set to N, the notification is performed regardless of the Users Call Blocking feature setting.

Check Notify-Enable? This field specifies whether or not to check the user settable notify flag. If set to No, then even if the user states that they do not want to be notified, this COS will still notify them of new messages.

Perform for EACH NewMsg? If this field is set to Y (Yes), this COS will be performed ONCE and ONLY ONCE for each new message. This setting is typically used for PAGER and some special Message Waiting (MWI) types. If this is set



to N (NO), then this COS will be performed for each "new messages exist" request. The default setting is No.

Single Notification? This field specifies whether to stop the notification sequence after a successful notification attempt. If this field is set to Y and a notification attempt was successful, no additional notifications are attempted, even if new messages are received. After the User picks up the new messages, new messages will result in new notification attempts.

If this field is set to N, each additional new message will reinitialize the notification process. This COS is typically used in situations where the telephone system access code to turn on message lamp is the same as that to turn it off.

Urgent Only Activation? This field specifies whether the User will only be notified for messages received as urgent, or will be notified for all new messages.

Require NER:NUMBER If this field is set to Y (YES), then this COS will only be performed if the Notification number (OUTSIDE or PAGER) in the NER is non-blank. If this is set to N (NO), then the Notification number in the NER will not be checked. The default setting is No.

Require NER:UNUMBER If this field is set to Y (YES), then this COS will only be performed if the De-Notification number (PIN NUMBER) in the NER is non-blank. If this is set to N (NO), then the De-Notification number in the NER will not be checked. The default setting is No.

Require UDT:EXTENSION If this field is set to Y (YES), then this COS will only be performed if the Extension number in the User ID is non-blank. If this is set to N (NO), then Extension number in the User ID will not be checked. The default setting is Yes.



6.2.2 Field Descriptions – Class of Service – Screen 2

Action> These fields are line reference numbers for editing purposes. Before saving changes, all actions will be sorted using this field. To move an action to a different position, just change its index number to fit at the desired location. The reference numbers are NOT stored in the database, and are ONLY used for ease of editing and sorting.

To move action 50 to between patterns 10 and 20, just change action 50's number to 15 (or any value 11-19).

6.2.3 COS Operators The action string for a Notify Class of Service (COS) offers a powerful tool for defining what actions Notify takes to notify a User. This section provides a summary of the action string operators and their operands. A familiarity with these is necessary to produce a specialized notification Class of Service. An operator consists of a single character followed immediately by a set of square brackets, “[ ]” which enclose the operand(s). Following is a summary for each operator along with a description of its associated operands.

NOTE: Operators and operands must be in upper case.

Operator: B Output BGM jack

Description: Output audio to BGM jack during Notify event. This output will temporarily stop any BGM music or message output during the notification event.

Operands: Specific link (LNK) file that includes list of audio file(s) to be played.

Example: D:\BGM\PLAYLIST.LNK

Operator: D dialstring

Description: This operator controls dialing.

Operands: dialstring: This operand specifies the dialstring characters to dial. There is an implied off-hook at the beginning of each D[ ] command. The dialstring operand can contain any combination of dialstring characters or database



variables as long as the total number or characters dialed does not exceed 32. See the section entitled Dialstrings for a complete description of available dialstring characters.

Example: D 5551212 causes Notify to dial the telephone number, 555-1212.

Example: D $(UDT:EXTENSION) causes Notify to dial the User’s extension number (for more on database variables, see below).

Operator: H Output MOH jack

Description: Output audio to MOH jack during Notify event. This output will temporarily stop any MOH music or message output during the notification event.

Operands: Specific link (LNK) file that includes list of audio file(s) to be played.

Example: D:\MOH\PLAYLIST.LNK

Operator: P speech file1, speech file2, speech file3, etc.

Description: This operator controls the playback of speech files.

Operands: speech file1, etc.: This operand specifies the name of one or more speech files to play. Separate each file name with a comma. If no path information is supplied, the Speech Path specified in Notify Setup is assumed. If no file extension is specified, the default file extension of .NMS is assumed.

Example: P UHAVMESG causes Notify to play the file, C:\SPCH\UHAVMESG.NMS.

Operator: W event,seconds

Description: This operator controls whether Notify proceeds with the action string based on whether the specified event is received within the specified time. If the event is not received within the specified time, execution of the action string is terminated; no other operators past this one are executed and the notification is not flagged as successful.

Operands: event: This operand specifies the event to wait for. The event is specified as a letter. The following letters constitute valid events.

A Answer pattern match

D Dialtone pattern match

G Grunt pattern match

T DTMF tone

W Wait

seconds: This operand specifies the maximum time in seconds Notify waits for the event.

NOTE: If no time is specified, the system will use the “Notify Extension Wait” time specified in Telephone System Parameters.

Example: W D,5 causes Notify to wait no more than 5 seconds to match dial tone.



Operator: L device_index, flag, station

Description: This operator controls the output of SMDI-formatted MWI packets for either setting or clearing MWI.

Operands: device_index: This operand specifies the device index for SMDI output. This is almost always set to 0.

flag: This operand specifies whether the MWI is set or cleared. Use a value of 1 to set MWI and a value of 0 to clear the MWI.

station: This operand specifies the extension number for which the MWI is set or cleared. Notify automatically formats the extension number (padding it on the left side with zeros to 7 characters) to match SMDI format.

Example: L 0,1,123 causes Notify to send an SMDI-formatted MWI packet which results in extension 123’s MWI being set.

Operator: M

Description: The “M” (login) action is used for same-call message retrieval. Notify must be in shared channel mode (RCPT+NTFY or NTFY+RCPT). This transfers the channel back to Receptionist and skips to the “Enter Password” voice prompt.

Operands: none

Operator: O device, template_file

Description: This operator controls the output of ASCII text to a file or device. Special symbols in a template file are substituted with notification information to create a unique file for this notification.

Parameters: device: This operand specifies a DOS filename or device for output.

template_file: This operand specifies the name of the template file. An example template file is found in C:\RCPT\MESGSLIP.FMT.

Example: O CON,C:\RCPT\MESGSLIP.FMT causes Notify to substitute symbolic information in the file, C:\RCPT\MESGSLIP.FMT and send the output to CON (the display).

Operator: T New Threshold

Description: This operator allows you to set a different threshold. It is designed primarily for use by Teleco Engineering.

Operands: none

Operator: X

Description: This operator indicates to Notify that the notification was successful and that no further notifications are necessary until a new message is received. This normally occurs at the end of an action string that performs notification for which positive receipt of the notification can be determined. For



example, if Notify calls a User at his desk and detects an answer, the notification can be considered successful.

Operands: none

Operator: Z Output to LCD (Toshiba)

Description: Sends message count information to Toshiba LCD phone display.

Operands: Only specific COS Database Variables are allowed (see example).

Example: 0,$(U:NEWMSGS),$(U:URGMSGS),$(U:OLDMSGS),$(U:EXT) will display

number of new, urgent, and saved messages on the Toshiba LCD phone display.

6.2.4 COS Database Variables In addition to hard-coded values, variables representing database information may be included as operands in an action string. These variables represent information that is specific to the current User ID, NER or telephone system. This allows standardization of system-wide Class of Service definitions without sacrificing User-specific information. The database variable format is as follows. Note that a dollar sign and an open parenthesis always precede the variable expression and a closed parenthesis always terminates the variable expression.

NOTE: These must be in upper case.

$(SOURCE:FIELD)

SOURCE specifies the database from which the information is obtained. Choices include the following.

NER Notification Event Record

UDT User Directory

LIN Telephone System Setup (“line” information)

NOTE: SOURCE may be abbreviated (“N” for NER, “U” for UDT, and “L” for LIN).

“FIELD” specifies which field within the database to use. Choices include the following:

$(UDT:USER_ID) the User ID associated with the User.

$(UDT:USER80) the User ID associated with the User, padded with leading 0s to 8 digits.

$(UDT:INSTANCE) the Instance number associated with the User.

$(UDT:EXTENSION) the Extn of the User (physical extension or dialstring), with any trailing non-numeric characters removed

$(UDT:DIALSTR) the complete Extn field.

$(UDT:NAME) the fully qualified file specification of the User’s recorded name file.

$(UDT:UNV) the fully qualified file specification of the User’s current personal greeting.



$(UDT:MPATH) the Messaging Path (message recording path) for the User.

$(UDT:XNAME) the Description for the User.

$(UDT:XDEPT) the Department for the User.

$(UDT:XDBN) the DirectoryName directory name for the User.

$(UDT:SHARE) the e-mail/shared data for the User

$(UDT:NEWMSGS) the number of unheard messages for the User.

$(UDT:OLDMSGS) the number of heard messages for the User.

$(UDT:ALLMSGS) the total number of messages for the User.

$(UDT:URGMSGS) the number of urgent messages for the User.

$(NER:NUMBER) the Pager or Outside Number in the NER. (See NER:LOCAL and NER:LONG)

$(NER:LOCAL) same as NER:NUMBER, but only dial if the telephone number meets one of the following requirements. Note that 950, 976 and 555 exchanges are excluded.

seven digit, toll free local call

ten digit, 1-800 toll free number

$(NER:LONG) same as NER:NUMBER, but only dial if the telephone number meets one of the following requirements. Note that 950, 976 and 555 exchanges are excluded, as are 1+x00 (excluding 1-800).

seven digit, toll free local call

ten digit, 1-800 toll free number

eight digit 1+ call (same area code long distance), or

ten digit, 1+ long distance number.

$(NER:UNUMBER) the Pager Pin Number in the NER.

$(LIN:LOCAL) the Trunk Access LOCAL dialstring to access a local trunk or trunk group.

$(LIN:LONG) the Trunk Access LONG dialstring to access a long distance trunk or trunk group.

$(LIN:ACNT) the Account Code LDIST dialstring to dial (usually after a long-distance number is dialed).

$(LIN:MWION) the Message Waiting ON dialstring to set the MWI for an extension.

$(LIN:MWIOFF) the Message Waiting OFF dialstring to clear the MWI for an extension.

$(LIN:PAGE1) the Overhead Paging dialstring to access the overhead paging in zone 1.

$(LIN:DESK) the dialstring to call at desk

$(LIN:ICOM) the dialstring to access the intercom dialtone

$(LIN:AWAIT) the number of seconds to wait for an answer after dialing

$(LIN:DWAIT) the number of seconds to wait for offhook dialtone

$(MSG:STAMP) the international date and time

$(MSG:HRMN) the international hour and minute of the message



$(MSG:FROM) the sender of the message

$(MSG:SECS) the number of seconds in this message

$(MSG:NUMBER) the internal message number

6.3 Notify - Schedules Each Notification Schedule includes:

a schedule number

the days of the week and the time period on those days that the schedule is in effect

There are four pre-defined schedules. However, these schedules may be modified to reflect the work schedule of the customer site or new schedules may be created using the add command in the schedule screen. No two events may be scheduled for exactly the same time, events must be scheduled a minimum of one minute apart.

6.3.1 Field Descriptions – Notification Schedules – Screen 1

To Access:

Log into SCREENS

Select Notify>Schedules

Use Schedules to:

Modify time of day or days of week for an existing notification schedule

Create a notification schedule



Schedule Number This field specifies a unique identifier for this notification schedule.

Description: This field specifies a brief description of this notification schedule.

Begin Time (HRS:MINS): This required field specifies the beginning time for the time period during which the notification is valid for the indicated days.

End Time (HRS:MINS): This field specifies the ending time for the time period during which the notification is valid for the indicated days. Time is configured in 24 hour periods. It would require two records to accomplish notification from 10:00 pm to 6:00 am; one configured for 10:00 p.m. to 11:59 p.m. and one configured for 12:00 am to 6:00 am.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday These fields specify the days of the week on which notifications can occur. Y indicates that the notification is performed on the indicated day during the time period specified by Begin Time and End Time fields.



6.4 Notify - Parameters Notify Parameters define how Notify will function on the system, including:

how often Notification will be active (Idle Wait timer)

the time between events for all Users to be notified within that cycle of Notification

the speech path Notification will use if speech files are to be played upon connect

the ability to enable or disable the trace function for diagnostics

the definition of the default Class of Services for new Users added to the system

6.4.1 Field Descriptions – Notification Setup Parameters – Screen 1

Comments This field allows for a comment to be entered by the installer.

To Access:

Log into SCREENS

Select Notify>Parameters

Use Parameters to:

Enable or disable logging of notification events and specify the output log file

Enable or disable Notify diagnostic trace and output trace device or file

Change the default path in which to find Notify prompts

Change the default Class of Service numbers to assume when adding a new User ID to the User Directory



Max ConcurrentChn This field specifies the maximum number of channels that can be used at the same time (concurrently) for notification. It is recommended that you enable notification on all channels, but set this field to a smaller value than the total number of channels. This will ensure that some channels will always be available for Receptionist, which will allow a notification-heavy system to still function as an auto-attendant. For example, if you have an 8-channel system, enable notification for all 8 channels, but set this field to “6”. Given this scenario, a maximum of 6 channels will be used for notification, which would leave 2 channels available for Receptionist.

Check All Users This field specifies how many notification cycles (looking for changes only) the system will wait before parsing all records (changed or not). This is also known as the refresh cycle. Adjusting this setting up or down may alleviate notification delays.

Off-Hook Wait This field specifies the minimum number of seconds that Notify must wait after going on-hook before going off-hook again. This helps prevent call collisions with incoming automated attendant calls on a busy system.

Enable Trace? This field specifies whether or not Notify activity trace information will be displayed during the operation of Notify. This field should contain "N" unless directed otherwise by Technical Support personnel. This field can also be changed with the SETNTFY program Or by typing NTFYTON.

Trace Output Dev This field specifies the name of the file or device to which diagnostic trace output is sent. Trace information may be sent to a file (i.e. D:TRACE\NTFYTRC.LOG) or the screen (*). Do not change the value of this field except under the strict supervision of Technical Support personnel.

Append to Log? This field specifies whether notification logging information is generated. Notify logging information is not the same as Notify trace information. The purpose of logging information is to record the times and dates of Notify startups and notification attempts. This field should not be changed without consulting a certified Perfect Voice technician.

Log File Name This field specifies the name of the file or device to which log information is sent. This field should not be changed without consulting with Technical Support.

Speech Path This field specifies the default path to use for Notify speech files. If no path information is supplied in the COS action string, this path is assumed.

Default COS These fields specify the default COS numbers to assume when adding a new NER to the Notification Event Record database.



Call At Desk COS This field specifies the default Call-at-Desk type COS number to assume when adding a new User ID to the User Directory.

Note that this only applies to cases where the Add function (F2) is used to create a record in the User Directory database. Only then is the Call-at-Desk COS field available in the User ID record. This information is then used to automatically add an NER to the Notification Event Record database.

MesgWait Lamp COS These fields specify the default Message Lamp type COS numbers to assume when adding a new User ID to the User Directory.

Note that this only applies to cases where the Add function (F2) is used to create a record in the User Directory database. Only then is the MesgWait Lamp COS field available in the User ID record. This information is then used to automatically add an NER to the Notification Event Record database.

Call Pager COS This field specifies the default Call Pager type COS number to assume when adding a new User ID to the User Directory.



7 System System options allow you to configure how the Perfect Voice system functions in relation to the telephone system. Topics include:

the activated channels on the Perfect Voice system and how they will function

how the telephone system will interface or integrate with the Perfect Voice

details on configuring IBS or SMDI integration between the Perfect Voice system and the telephone system



7.1 System - Channels System - Channels options allow you to define:

how many channels are active on the system

what applications run on each channel

what language each channel will function in when going off hook.

NOTE: Changes to the channels will not take effect until the next reboot of the system.

7.1.1 Field Descriptions - Channels – Screen 1

Channel Number This field specifies a unique identifier for this Perfect Voice channel.

To Access:

Log into SCREENS

Select System>Channels

Use Channels to:

Add a channel

Remove a channel

Change or review the default language for a channel

View the extension number associated with a channel



Description This field specifies a description of how this channel is used. This is not a required field.

Extn/Access Number This field specifies the telephone system extension number to which this channel is connected.

Telephone Sys Type This field specifies the Line Type from the Telephone System Setup database to use for this channel. This is usually set to 0, the index of the only record in the Telephone System Information database.

Dialplan Instance This field specifies the instance number to assume after answering a call. This controls which User IDs are available to the caller immediately after the call is answered.

Language Instance This field specifies the language instance number to assume after answering a call. If this field is non-blank, the language parameters of this instance are used. The language parameters include all instance parameters except for those related to the DIALING PLAN (screen 2 of 4 in Instance Setup).

Channel Usage This field specifies which application or applications are assigned to the channel. Valid applications are described below.

Unassigned (2) Channel not assigned to any standard applications.

Notify ONLY (4) Channel dedicated to Notify functions only.

Notify & Rcpt (6) Channel shared between Notify and Receptionist. After terminating a call, control of the channel returns to Notify. If ring is received on this channel, control of the channel is passed back to Receptionist.

Rcpt ONLY (7) Channel dedicated to Receptionist functions only.

Rcpt + Ntfy (8) Channel shared between Receptionist and Notify. After terminating a call, Notify returns control of the channel to Receptionist.

SMDI - LTN Number If Integration is enabled for this channel, set this field to the LTN or telephone system extension of this channel. This is REQUIRED for SMDI services, and optional for IBS integration. For SMDI systems, setting this field to blank (or to an invalid value) will disable integration on this channel. You can use the SMDI setup options to display data packets, LTN information, or to setup this field.

New Call Training If this field value is set to “Y”, then callers will be prompted (TRAINING.RMS) to enter a digit after the Greeting plays, but before the Whattodo plays. This feature is used to “train” the audioboard for dial-pulse detection. Note: Only the Rhetorex audioboard can support pulse detection. The default setting is “N”.

Ring Group Number This field allows for support for telephone systems that use ring groups instead of hunt groups. All channels assigned to the same ring group on the telephone system should be defined as the same ring group on the Perfect Voice system. Up to three ring groups can be supported. The available



ring group numbers are 1,2 and 3. If access is direct or with hunt group ringing, then this field must be left at the default setting of 0.

Ring to Answer on This allows delayed answer. The value specifies which logical ring to answer on. A value of 1 answers on the first ring, a value of 2 answers on the second, etc. Be sure that the RING CYCLE and RING MULTI parameters are set correctly in the Telephone System setup parameters. If the telephone system sends double ring or triple ring, this can count as a single ring or a multiple ring depending on RING CYCLE and RING MULTI. For integrations that send data BEFORE the first ring (Sopho or 3100), set this value to 0 to answer on receipt of data.

ON-hook Idle Time When a channel is on-hook (in RCPT), this parameter determines how often housekeeping and channel sharing and functions should be performed. Typically this is 30 or 60 seconds on channels shared between RCPT and NOTIFY, and 120 seconds on channels dedicated to RCPT only.



7.2 System - Telephone System Telephone System enables you to define how the Perfect Voice system will communicate with the telephone system. The parameters which must be addressed include:

thresholds

DTMF duration

timers for notify and the automated attendant

dialstring needed to transfer calls and to return from transfers

dialstring and access codes the Perfect Voice must use for outbound dialing and notification

7.2.1 Field Descriptions – Telephone System - Screen 1

To Access:

Log into SCREENS

Select System>Telephone System

Use Telephone System to:

Change or review the default transfer type for the system

Change or review the default number of seconds for the automated attendant to ring a User’s extension

Disable or enable wait-for-dialtone

Change the call processing dialstrings, including those for MWI notification and de-notification

Change the local and long distance trunk group access codes for message notification



Line Type Number This field specifies a unique identifier for this phone system (usually 0).

Description This field describes the name and model of the telephone system.

Line Type Name This field specifies the 8 character name associated with this telephone system. This field cannot be edited. It is only informational.

CPM THRESHOLDS

Hang-up This field specifies the sensitivity setting to use during hang-up detection. This setting should be the same as that listed in the C:\RCPT\RCPT.CFG file.

Voice Recording This field specifies the sensitivity setting to use while recording messages. This setting should be the same as that listed in the C:\RCPT\RCPT.CFG file.

Tone (Dialing) This field specifies the sensitivity setting to use while supervising a call transfer. This setting should be the same as that listed in the C:\RCPT\RCPT.CFG file.

Grunt Detection The sensitivity setting used during grunt detection. This setting should be the same as that listed in the C:\RCPT\RCPT.CFG file. For more information on grunt detection, refer to the Advanced Administration section (page 213).

DTMF DURATIONS

Silence This field specifies the minimum detection duration during silence. All DTMF tones shorter than this time will be ignored.

Prompt Playback This field selects the minimum DTMF duration, in milliseconds, for DTMF detection during system prompts and personal greetings. All DTMF tones shorter than this time will be ignored.

Message Playback This field specifies the minimum detection duration during message review or message playback. All DTMF tones shorter than this time will be ignored.

Recording This field specifies the minimum detection duration during recording. All DTMF tones shorter than this time will be ignored.



TIMERS

Off-hk Dialtone This field specifies the maximum time in seconds that the system waits to detect dialtone after going off-hook to perform outdialing.

Xfer Dialtone This field specifies the maximum time in seconds that the automated attendant waits to detect dialtone after placing the caller on hold, but before dialing the User’s extension.

Deflt Xfer Type This field specifies the Transfer Type to assume for a User if that User is configured for a Transfer Type of D. The following is a list of valid transfer types.

A Supervise all calls and wait for Answer (default). Only release call on Answer.

B Supervise all calls, return to calling party if busy, blind transfer if ring.

H Blind transfer all calls. Release immediately after dialing extension #.

T Supervise all calls, complete transfer only upon DTMF tone from called party.

P Use the setting specified in the Telephone System Setup database. (Used for LAP).

V This is used for overhead paging & phone systems that allow an optional call park location.

Ntfy Exten Wait This field specifies how long the system will wait for an answer when notifying a User of new messages with a Call-At-Desk notification class of service. This is used in the action string variable $(LIN:TRYING). Setting this field to 0 disables wait for answer.

Xfer Exten Wait This field specifies the number of seconds to wait for an answer when supervising a call to a User whose Xfer RNA seconds field is set to 0. If the User’s Xfer RNA seconds field is set to a non-zero value, this field is not used.

Park Exten Wait This field specifies the number of seconds to wait for an answer when supervising a call to a User whose Park RNA seconds field is set to 0. If the User’s Park RNA seconds field is set to a non-zero value, this field is not used.

Scrn Exten Wait This field specifies the number of seconds to wait for an answer when supervising a call to a User whose Scrn RNA seconds field is set to 0. If the User’s Scrn RNA seconds field is set to a non-zero value, this field is not used.

SYSTEM TIMERS

Ring Volt Cycle This field specifies the maximum number of seconds to wait after receiving a ring, before resetting ring count. This is used with delayed answer (See CHANNEL SETUP ring wait). If the telephone system sends a ring (voltage pulse) every 4 seconds, set this to 5. The typical values are 1-10 seconds.



Ring Volt Multi This field specifies the number of seconds to ignore (additional) rings after receiving a (first) ring. This is used with delayed answer to count double or triple rings as a single logical ring (See CHANNEL SETUP ring wait). If the telephone system sends <RING>+1second+<RING>+4seconds, set this to 2 (one second longer then the shorter delay). The typical values are 0-10 seconds, and NOT longer then RING CYCLE seconds.

Flash (S) Time This field specifies the duration in milliseconds of a switch-hook flash or “S” dialstring character. This value should be the same as that found in the C:\RCPT\RCPT.CFG file. If this value is set to 0, then Receptionist will not adjust the flash time, and will use the current value, typically from RCPT.CFG. Flash time is set in 55 millisecond increments, and accuracy is + or - about 10 milliseconds.


7.2.2.1 With Call Screening

BEFORE DIALING EXTENSION

Trying (No WAIT) This field specifies the dialstring used by Perfect Voice to place a caller on hold and try the extension of a User. This parameter only applies to Users with Call-Screening enabled. Note that this dialstring is not used if the "Wait for Dialtone" feature is enabled. See the notes in the configuration file, RCPT.CFG, for information on the value of this field. Do not change this field from the recommended value except under the strict supervision of Technical Support.

Dial Tone Wait This field specifies the dialstring used to place a caller on hold and wait for transfer dial tone. This parameter only applies to Users with Call-Screening enabled.



Dial Tone Received This field specifies the dialstring used to call the User’s extension after successfully detecting dial tone during a call transfer. This parameter only applies to Users with Call-Screening enabled.

No Dial Tone Return This field specifies the dialstring used to regain a connection with the caller in the event that dial tone was not detected during a call transfer. This parameter only applies to Users with Call-Screening enabled.

AFTER DIALING EXTENSION

No-Answer Return This field specifies the dialstring used to regain a connection with the caller in the event that the User did not answer the telephone a call transfer. This parameter only applies to Users with Call-Screening enabled.

Busy Return This field specifies the dialstring used by Perfect Voice to regain a connection with the caller in the event that a busy signal was detected during a call transfer. This parameter only applies to Users with Call-Screening enabled.

Hang-Up Return This field specifies the dialstring used by Perfect Voice to regain a connection with the caller in the event that the User, as part of the Call-Screening process, rejects the call and hangs up.

Connect on Answer This field specifies the dialstring used by Perfect Voice to connect the caller to the User in the event that the User, as part of the Call-Screening process, accepts the call. There are three available options: H=Hang up; H0=Do not release the call without IBS hang-up or quick hang-up code (Example 998); H1=Hang up and play speech file connect.rms on answer.

7.2.2.2 No Call Screening

BEFORE DIALING EXTENSION

Trying (No Wait) The field specifies the dialstring used by Perfect Voice to place a caller on hold and try the extension of a User. This parameter only applies to Users with Call-Screening disabled.

Dial Tone Wait The field specifies the dialstring used to place a caller on hold and wait for transfer dial tone. This parameter only applies to Users with Call-Screening disabled.

Dial Tone Received The field specifies the dialstring used to call the User’s extension after successfully detecting dial tone during a call transfer. This parameter only applies to Users with Call-Screening disabled.



No Dial Tone Return This field specifies the dialstring used to regain a connection with the caller in the event that dial tone was not detected during a call transfer. This parameter only applies to Users with Call-Screening disabled.

AFTER DIALING EXTENSION

No-Answer Return This field specifies the dialstring used to regain a connection with the caller in the event that the User did not answer the telephone and a busy signal was not detected during a call transfer. This parameter only applies to Users with Call-Screening disabled.

Busy Return This field specifies the dialstring used to regain a connection with the caller in the event that a busy signal was detected during a call transfer. This parameter only applies to Users with Call-Screening disabled.

Blind Transfer This field specifies the dialstring used to complete a call transfer after dialing the extension of a User whose Transfer Type evaluates to “H”. It is also used to complete a call transfer after dialing the extension of a User whose transfer type evaluates to “B” and ringback is detected. This field is typically set to the dialstring, “H”.

Connect on Answer This field specifies the dialstring used by Perfect Voice to connect the caller to the User in the event that an answer is detected while transferring a call to a User with Call Screening disabled.




7.2.3.1 Outbound Dialing and Notification

OUTSIDE/CO CALLS

Intercom Dialtone This field specifies the dialstring used to access the telephone system’s intercom dialtone. This is typically set to the shortest pause dialstring character, “X”.

Local Access prefix This field specifies the dialstring character used to access a local trunk or trunk group for outdial notification. This is typically set to the dialstring character, “9”.

LDist Access prefix This field specifies the dialstring character used to access a long distance trunk or trunk group for outdial notification. This is typically set to the dialstring character, “9” or “9Z1”.

LDist Access suffix This field dialstring is used to dial a suffix to a trunk call. This is typically an accounting code required after a toll call is dialed. This can be used in Notify COS Action Strings with $(L:ACNT).

Intnl Access prefix This is the dialstring used to dial the trunk access code to obtain Central Office dialtone so that an international telephone number can be called. For most telephone systems in the US, this is “9Z011” or “8Z011”. For many European countries, this is “0Z0”.

Intnl Access suffix This field specifies the suffix to be dialed after dialing an international telephone number. Usually this is an account number or a credit card number which typically would contain one or two Z’s used as pauses.

INTERNAL NOTIFICATION

Message Waiting ON This field specifies the dialstring used to enable message waiting indicators (MWI). This field usually specifies the dialstring used to turn on message waiting lamps or stutter dialtone for this telephone



system. The “@” symbol is substituted with the dialstring specified by the Extension field of the User

ID record.

Message Waiting OFF This field specifies the dialstring used to disable message waiting indicators (MWI). This field usually specifies the dialstring used to turn off message waiting lamps or stutter dialtone for this telephone system. The “@” symbol is substituted with the dialstring specified by the Extension field of the User

ID record.

Call At Desk This field specifies the dialstring used to call a User after detecting intercom dial tone. This applies to Call-at-Desk notification classes of service only. The “@” symbol is substituted with the dialstring specified by the Extension field of the User ID record. This field usually only contains only this character, although some telephone systems require an additional digit to disable hands-free answer.

CALL CONTROL

Ring/Offhook This is the dialstring to be used upon receiving an incoming ring and going off hook.

Overhead/PBX Paging This field specifies the dialstring needed on the telephone system to perform paging (overhead or handset) notification.

Park1 Call on Exten This field specifies the code to park call at extension (used for local area paging – LAP).

Park2 + Page on Exten This field specifies the code to park and page call at extension (used for overhead paging). This is limited to low volume applications since only one station at a time may access paging.

Park Busy Return This field specifies the dialstring to return to caller if park is busy (recall).

Park Pickup/Answer This field specifies the dialstring to pick up the parked call (answer).

Primary Serial Link This specifies the primary SMDI type. Some telephone systems have two different SMDI types. For example, Toshiba has a standard SMDI and a proprietary SMDI. During Quick Setup, if there is a primary and/or alternate SMDI type, you will be given the option to set-up SMDI. If there is no primary or alternate, you do not get that option.

Alternate Serial Link This specifies the secondary SMDI type. See above.



7.3 Importing Telephone Systems Telephone system parameters may be imported from the BROWSE screen using the [F10] function key ([F10] is hidden). The Configurator/SMDI diskette included with the system software contained a zipped file with all the American telephone systems currently supported. The files on this diskette were installed during the installation process and are stored in the RCPT/CFG directory on the hard drive of the system. Telephone systems may be imported from the hard drive or a diskette.

7.3.1 Importing Telephone Systems Following is an example of importing a telephone system:

Select System>Telephone System

From the BROWSE screen (shown above), press the [F10] key. [F10] is a hidden option that is not shown on the screen.

Press N if the desired telephone system is on the hard drive. You are then prompted to Enter LINE TYPE to IMPORT. All supported telephone systems are pre-loaded; however the pop-up menu displays only 20 telephone systems.

You may scroll through the list using the [Home] and [End] keys on the keyboard. If the correct telephone system is not listed in the pop-up menu, refer to the Appendix for a complete listing of available telephone systems that work Perfect Voice. From the list, enter the corresponding “Quick Setup Code”.



Press Y to import the telephone system parameters. You are prompted to Enter LINE TYPE to IMPORT.

Enter Line Type to import. You prompted to verify the import.

Press Y to Import Now. You are prompted to verify the overwrite.

Press Y to overwrite the existing line type. You are asked if you wish to apply to all channels.

In this example, we selected N. You are prompted to import call progress settings.

NOTE: You may not want to overwrite the call progress settings. If you are unsure, press N. The file may be moved or re-imported at a later time. In this example, we selected Y. You are prompted to verify that you wish to overwrite existing file.



You are prompted to verify integration. The integration screens depend on the telephone system being imported.

After you verify/select the integration, the telephone system import is complete.



7.4 System - Integration

7.4.1 What is Integration? Integration enhances the level of communication between Perfect Voice and the telephone system and results in more efficient use of both systems. Callers and Users of an integrated voice messaging system find it easier to use and more intuitive than non-integrated systems. In an integrated configuration, the telephone system is programmed to be “aware” that a voice messaging system is connected to it. As far as the telephone system is concerned, the Perfect Voice extensions are no longer single line, analog, stations but voice processing ports. Calls directed to Perfect Voice are accompanied by information from the telephone system about the source and status of the call. For example, this information may tell Perfect Voice that the call was forwarded from a ring-no-answer extension as well as from what extension it was forwarded. This allows Perfect Voice to place the caller into the appropriate state and the caller immediately hears that person’s personal greeting. Another advantage of voice messaging integration with some telephone systems is apparent when a User calls Perfect Voice from their desk. The phone system provides Perfect Voice with information about the calling party’s extension number and the fact that it is a direct call. Typically, Perfect Voice will be programmed to immediately prompt the User for his password since the caller most likely wants to go into User mode. There are a variety of methods for integrating telephone systems with Perfect Voice. Some telephone systems offer no integration at all while others offer only minimal information. The two most common methods of integration include in-band signaling (IBS) and out-of-band signaling (OBS).

7.4.2 In Band Signaling In a telephone system that supports IBS integration, sequences of DTMF digits (integration strings) are sent to Perfect Voice by the telephone system. For example, a call may be forwarded from extension 201 to Perfect Voice if that extension did not answer. Soon after Perfect Voice answers, the telephone system provides the DTMF tone sequence, *41*201. Please remember, this is a hypothetical case. This sequence of “*41*” is referred to as pilot, or steering digits and indicates the call was forwarded under a ring-no-answer situation. The next three digits indicate the extension number of the called party. Perfect Voice would interpret the digits appropriately and play User 201's personal greeting. Most IBS integration digit strings are sent soon after Perfect Voice answers a call. IBS digits indicating a hang-up can be sent at any point during the processing of the call. Perfect Voice responds to this signal, terminating the call as quickly as possible, thus freeing up the port for other calls. The level of IBS integration that is available is determined by the telephone system manufacturer and model. For example, some telephone systems are able to distinguish whether a forwarded call is a no answer or a busy situation and then provide this information to Perfect Voice, while other phone systems do not. Some phone systems offer information about whether the call originated from outside the telephone system or from the station side, while other phone systems make no distinction. It is important to understand these differences and what type of IBS information will be available to the Perfect Voice system.

7.4.2.1 “Simple” IBS Simple IBS is similar to more conventional IBS in that the call information comes in the form of sequences of DTMF digits. However, unlike conventional IBS, simple IBS only offers the extension



number of the station from which the call was forwarded. No steering or trailing digits accompany the User’s extension number. This can make it difficult to distinguish between an extension number entered by a person wanting to be transferred to that person’s extension and one entered by the telephone system as part of a normal integrated call. However, if properly configured, Perfect Voice will operate correctly.

7.4.3 Out-of-Band Signaling With a configuration using OBS, information about a call is sent as a packet of character data to Perfect Voice over a serial link (RS-232). Using this data packet, Perfect Voice places the call into the appropriate state. Like IBS, the information contained in the data packet specifies the calling and/or called party's extension number and the reason for the call. Unlike IBS, this information may be sent just before or just after Perfect Voice receives the call. With OBS, all packets come over the same physical, serial link. The data in the packet also contains information which associates it with a particular channel. In addition to answering the call, Perfect Voice checks to see if there is an incoming packet associated with that channel. Once the packet is identified, other information about the call can be obtained. Because OBS is data passed over a serial link, the format of the information can vary. The most common format of OBS signaling is Simple Message Desk Interface (SMDI).

7.4.3.1 SMDI Integration Most central offices and some larger telephone systems offer serial ports that can provide information in SMDI format to Perfect Voice. Although other telephone systems may not offer a direct SMDI link, the information can be generated by a third party device that performs set emulation or protocol conversion.

Direct Link: A serial link from the telephone system is the most straightforward method of achieving SMDI integration. For example, the Intecom S/80 telephone system has a serial interface that provides SMDI packet information to Perfect Voice. All that is needed is the physical cable to connect the two. Most central offices are also equipped to provide SMDI information through Centrex, or Essex, service. Since the actual telephone switching equipment is located far from the Perfect Voice system, this link is accomplished with a dedicated modem link.

Protocol Converter: Sometimes, the telephone system generates information that is not in SMDI format. In these situations, an external device called a protocol converter may be used to convert the proprietary information from the telephone system into SMDI format which the Perfect Voice is able to interpret.

Set Emulation: Some telephone systems do not provide a serial interface at all. In these situations, the information needed to construct an SMDI packet may be obtained from a digital set interface. Integrated calls are sent directly to a digital set extension. This station is controlled by a device that is capable of reading information in the display of the digital set and operating the set. Information about the call received is obtained by reading the display and the call is transferred to a Perfect Voice extension. An SMDI packet, whose contents are based on the information read from the display, is generated and sent to Perfect Voice over the serial link of the set emulator.



The RCPT.ITF file identifies the type of integration of the system and defines either the IBS or SMDI parameters which control the integration. “I” or “S” may be entered to create a new IBS integration file or SMDI integration file respectively.

7.4.4 Field Descriptions - IBS Integration – Screen 1

To Access:

Log into SCREENS

Select System>Integration

Use Integration to:

Modify IBS or SMDI Integration parameters

Add new integration parameters after a telephone system upgrade

Create a new integration file



IBS INFORMATION

Input file name This field contains the name portion of the integration file, specified in the previous screen. This field should only be changed if a new integration file is being created.

Description This field describes the integration file. It typically contains the name of the telephone system for which this integration file is used.

Greeting Delay This field specifies the amount of time to wait after answering a call before playing the greeting. Setting this to a non-zero value may improve IBS packet detection for IBS-integrated calls.

No Integration TMO This field specifies the maximum amount of time allowed for the telephone system to send IBS integration information after Perfect Voice answers a forwarded call. After this time elapses, Perfect Voice only interprets IBS packets that indicate a hang-up. All other IBS packets are interpreted as caller-entered information.

IBS Interdigit This field specifies the maximum time between digits within an IBS integration packet.

ET/UIL Ack Wait This field specifies the maximum amount of time to wait for an acknowledgment from the phone system after answering a call, but before playing the greeting. This field only applies to systems utilizing ET-1000 integration.

Delivery Mode This field specifies the way that integration from the telephone system will be delivered. There are two ways: it can be delivered, either BEFORE the channel goes OFF-HOOK (answers) or AFTER the channel goes OFF-HOOK. Typically, most IBS integrations are OFF-HOOK, then integration DATA. There are a few exceptions: Reverse IBS - Philips Sopho, European Caller ID,



7.4.5 Field Descriptions - IBS Integration – Screen 2

Index This field is used only to sequence the IBS packet definitions. Upon first entering Edit mode, Perfect Voice numbers the packet index for each packet as 10 greater than the previous. The actual packet number simply specifies the order in which the packets are read by Perfect Voice, with the most commonly received packets appearing early in the sequence. To insert a new packet definition between two others, specify an index between that of the other two packets. Teleco ships all Perfect Voice systems with the appropriate integration file in the RCPT.ITF for the telephone system.

Type This field specifies the integration packet type. Following is a list of the available integration packet types and the state associated with each. Setting this field to BLANK will DELETE the pattern.

(DID) General Options:

GRE The call is sent to the main system greeting.

WHA The call is sent to the menu that plays after the system greeting.

(DID) Options for USERMODE access:

999 The caller hears, "Please enter your User code." This is equivalent to the caller entering the System Access Code (7 by default) from the main system greeting or whattodo.

SEC The caller hears, “Enter your password..” The requested password is the one associated with the caller's extension. This is the equivalent to the caller entering the System Access Code (7 by default), followed by his User Code. This normally only occurs when a User has dialed the Perfect Voice system directly from the station side of the telephone system.

LGI This logs the caller directly into either the default User mode (which is SEC, see above) or if the default is LGI with a LGI code it will log the caller in without prompting for a password. Naturally, this is for non-standard applications only



where security is not an issue. Depends on USER setting of LGI Action (m,p). (GRE,WHA,999,SEC,LGI,99H,SEH,LGH).

(DID) Options for "take message" only:

997 The caller hears, "To leave a message, enter the person's extension now." This is equivalent to the caller entering the Direct Message Code (997 by default) from the main system greeting or whattodo.

MSG The caller hears, “You have selected . . . ,” followed by the User's name file, followed by, “Leave your message at the tone.” The User is assumed to be the one associated with the extension from which the call was originally forwarded. This is equivalent to the caller entering the Direct Message Code (997 by default), followed by the User's extension. This usually occurs when a caller has been forwarded to Perfect Voice in a ring-no-answer situation.

MSI The same as MSG, but the caller is calling from an internal extension.

(DID) Options for direct to User ID:

EXT The caller hears the User’s personal greeting and, if eligible, is asked to leave a message. The User is assumed to be the one associated with the extension from which the call was originally forwarded. This usually occurs when an external caller has been forwarded from a User's extension to Perfect Voice in a ring-no-answer situation.

DEX This is identical to the EXT state.

OPR Same as EXT, but the caller is prompted for the User ID (like 996), then told to hang up.

BEX The caller hears, "You have selected . . . ," followed by the User's name file, followed by, "That extension is in use. To leave a message, press 1. To hold, press 2 . . . etc." The User is assumed to be the one associated with the extension from which the call was forwarded. The caller hears options that are the same as if the call was supervised and Perfect Voice detected a busy signal.

BIN This is identical to the BEX state but the caller is calling from an internal extension.

(DID) Options for direct to User ID Message:

UVx Direct to personal greeting number "x" of User ID if the specified personal greeting has not been recorded, then the default personal greeting will be used. If the personal greeting is number 0, or the personal greeting has not been recorded, then the default system greeting will be used. If messaging is enabled for this User ID, then a message will be taken.

(DID) Custom options for some integrations:

END Invalid DID information. End call immediately. (Philips,vm calling vm,AT&T System 25)

DID Use originate(m,p) information as destination. Treat caller-id as DID destination.



(IBS DID) DTMF Exclusion patterns:

LED All IBS integration must begin (lead) with one of the DTMF's specified in the pattern. If the first DTMF is not one of these, then this DTMF is NOT part of IBS, and is a user dialed digit.

NOT This is NOT an IBS pattern, and must have been dialed by caller.

Note: SMDI does NOT use DTMF exclusion patterns.

(IBS HANGUP) Options for end call and disconnect:

HAN Perfect Voice hangs up, terminating the call, while not dialing.

HXX Perfect Voice hangs up, terminating the call, anytime. Use this if IBS is sent while caller is on HOLD. (Toshiba)

HND Perfect Voice hangs up, terminating the call, with DTMF blocking. Use this if IBS must be intercepted and blocked. ( Iwatsu, AT&T System 25, TIE, Onyx, Win)

HAL Hangup Detected - DRIVER LEVEL. This enables low (driver) level detection of HANGUP. This overrides and IBS hangup parameters in RCPT.CFG. If the driver detects this pattern, it will send a WINK transaction to the application. This is used to provide IBS hangup for applications like AFORMS, NOTIFY, AUDIOED, and VPFAX.

Note: Hangup is ALWAYS IBS, even for SMDI configurations.

(IBS DID) Custom options for some integrations:

UBU Caller was busy, with ET-1000 protocol (n). Play Busy options.

URN Caller did not answer, with ET-1000 protocol (n). Play current personal greeting.

MID User ID Check, with MATRA protocol (n). Acknowledge and hangup.

IGN Ignore this pattern, AND do not pass these digits to RCPT.

(IBS DID) Progress DTMF Tones:

IDT Telephone system returned a DTMF for dialtone.

IBY Telephone system returned a DTMF for busy.

IRE Telephone system returned a DTMF for reorder.

IND Telephone system returned a DTMF for Do-Not-Disturb.

IRB Telephone system returned a DTMF for Ringback.

IBR Telephone system returned a DTMF for Ring or Busy.

IAN Telephone system returned a DTMF for Answer.

INA Telephone system returned a DTMF for No-answer.

IXX Ignore DTMF patterns.



Pattern This field specifies the integration patterns sent to the Perfect Voice system by the telephone system. The DTMF digits or SMDI data within the pattern define in which state the call will be placed.

7.4.6 Field Descriptions - SMDI Integration – Screen 1

Input file name This field contains the name portion of the integration file, specified in the previous screen. This field should only be changed if a new integration file is being created.

Description This field describes the integration file. It typically contains the name of the telephone system for which this integration file is used.

Greeting Delay This field specifies the delay between going off-hook and the playback of the GREETING. Set this to 0 to immediately play GREETING at off-hook. If GREETING starts to play before integration is received, then set this to the number of tics to delay. For ON-HOOK IBS and most SMDI, set this to 0. For all other integrations, set this to the longest time it takes to receive integration information after going off-hook

No Integration TMO This field specifies determines how long (in tics) Receptionist will wait for an SMDI packet, before giving up. For Ericson MD-110 SMDI, this timer starts at OFF-HOOK, for all other SMDI, this timer starts at receipt of a RING. NOTE: Setting this to 0 enables DIAGNOSTIC MODE, and Receptionist will prompt for SMDI input from the PC KEYBOARD and NOT from SMDI SERVICES (COM port driver).

Hangup Interdigit This field sets the maximum amount of time, in tics, that Receptionist will wait between Hangup DTMF digits received. This field is typically kept as short as possible, since this minimizes the chance of treating caller dialed digits as HANGUP. This field is typically set to 9 (500 milliseconds). Note, if one pattern is a subset of another, an Inter-digit time-out is required for the shorter pattern to



match. For example, if patterns "*999" and "*9" are defined, then "*9" will require an Inter-digit time-out in order to match.

SMDI Re-check Receptionist will check for an SMDI packet every time a RING is detected. Receptionist can ALSO check for a packet every "n" tics. Set this to 0 to only check on RING. Set this to 18 to check for a packet once every second and on every RING, the maximum amount of time to wait for an acknowledgment from the phone system after answering a call, but before playing the greeting. This field only applies to systems utilizing ET-1000 integration.

Delivery Mode This field specifies the way that integration from the telephone system will be delivered. There are two ways that integration from the telephone system can be delivered, either BEFORE the channel goes OFF-HOOK (answers) or AFTER the channel goes OFF-HOOK. Typically, most SMDI integrations are integration DATA, then OFF-HOOK. There are a few exceptions: Reverse SMDI- Ericsson MD110.

7.4.7 Field Descriptions - SMDI Integration – Screen 2

Type This field specifies the function code describing the receptionist action that is performed when the corresponding pattern string is matched. Setting this field to BLANK will DELETE the pattern.

(DID) General Options:

GRE The call is sent to the main system greeting.

WHA The call is sent to the menu that plays after the system greeting.

(DID) Options for USERMODE access:

999 The caller hears, "Please enter your User code." This is equivalent to the caller entering the System Access Code (7 by default) from the main system greeting or whattodo.



SEC The caller hears, “Enter your password..” The requested password is the one associated with the caller's extension. This is the equivalent to the caller entering the System Access Code (7 by default), followed by his User Code. This normally only occurs when a User has dialed the Perfect Voice system directly from the station side of the telephone system.

LGI This logs the caller directly into either the default User mode (which is SEC, see above) or if the default is LGI with a LGI code it will log the caller in without prompting for a password. Naturally, this is for non-standard applications only where security is not an issue. Depends on USER setting of LGI Action (m,p). (GRE,WHA,999,SEC,LGI,99H,SEH,LGH).

(DID) Options for "take message" only:

997 The caller hears, "To leave a message, enter the person's extension now." This is equivalent to the caller entering the Direct Message Code (997 by default) from the main system greeting or whattodo.

MSG The caller hears, “You have selected . . . ,” followed by the User's name file, followed by, “Leave your message at the tone.” The User is assumed to be the one associated with the extension from which the call was originally forwarded. This is equivalent to the caller entering the Direct Message Code (997 by default), followed by the User's extension. This usually occurs when a caller has been forwarded to Perfect Voice in a ring-no-answer situation.

MSI The same as MSG, but the caller is calling from an internal extension.

(DID) Options for direct to User ID:

EXT The caller hears the User’s personal greeting and, if eligible, is asked to leave a message. The User is assumed to be the one associated with the extension from which the call was originally forwarded. This usually occurs when an external caller has been forwarded from a User's extension to Perfect Voice in a ring-no-answer situation.

DEX This is identical to the EXT state.

OPR Same as EXT, but the caller is prompted for the User ID (like 996), then told to hang up.

BEX The caller hears, "You have selected . . . ," followed by the User's name file, followed by, "That extension is in use. To leave a message, press 1. To hold, press 2 . . . etc." The User is assumed to be the one associated with the extension from which the call was forwarded. The caller hears options that are the same as if the call was supervised and Perfect Voice detected a busy signal.

BIN This is identical to the BEX state, but the caller is calling from an internal extension.



(DID) Options for direct to User ID Message:

UVx Direct to personal greeting number "x" of User ID if the specified personal greeting has not been recorded, then the default personal greeting will be used. If the personal greeting is number 0, or the personal greeting has not been recorded, then the default system greeting will be used. If messaging is enabled for this User ID, then a message will be taken.

(DID) Custom options for some integrations:

END Invalid DID information. End call immediately. (Philips,vm calling vm,AT&T System 25)

DID Use originate(m,p) information as destination. Treat caller-ID as DID destination.

(IBS DID) DTMF Exclusion patterns:

LED All IBS integration must begin (lead) with one of the DTMF's specified in the pattern. If the first DTMF is not one of these, then this DTMF is NOT part of IBS, and is a user dialed digit.

NOT This is NOT an IBS pattern, and must have been dialed by caller.

Note: SMDI does NOT use DTMF exclusion patterns.

(IBS HANGUP) Options for end call and disconnect:

HAN Perfect Voice hangs up, terminating the call, while not dialing.

HXX Perfect Voice hangs up, terminating the call, anytime. Use this if IBS is sent while caller is on HOLD. (Toshiba)

HND Perfect Voice hangs up, terminating the call, with DTMF blocking. Use this if IBS must be intercepted and blocked. ( Iwatsu, AT&T System 25, TIE, Onyx, Win)

HAL Hangup Detected - DRIVER LEVEL. This enables low (driver) level detection of HANGUP. This overrides and IBS hangup parameters in RCPT.CFG. If the driver detects this pattern, it will send a WINK transaction to the application. This is used to provide IBS hangup for applications like AFORMS, NOTIFY, AUDIOED, and VPFAX.

Note: Hangup is ALWAYS IBS, even for SMDI configurations.

Pattern This field specifies the integration patterns sent to the Perfect Voice system by the telephone system. The DTMF digits or SMDI data within the pattern define in which state the call will be placed.



7.5 System - Serial Services An important factor when installing any SMDI system is the definition of the relationship between the Perfect Voice channels, the physical extension numbers they are connected to, and the Logical Terminal Numbers (LTN) assigned to incoming data packets. The relationship between the LTNs and the Perfect Voice channel numbers is defined in Channels, System. The relationship between the LTN and the physical extension is done through telephone system, protocol converter, or set emulator programming.

7.5.1 Extension – LTN – Channel Relationship Worksheet Before beginning an SMDI installation, use the table below to define the relationship. List all the Perfect Voice integrated channel numbers in the right column and fill in the associated telephone system extension number in the left column and assign an LTN to each channel accordingly. Note that LTN 0 is not valid; the numbering begins with 1. Since Perfect Voice channels begin at 0, it is likely that a Perfect Voice channel number will not match its associated LTN. Finally, when programming the telephone system, protocol converter, or set emulator use the information from the first two columns. The LTN and extension number relationship must match that on the worksheet.

Telephone System Extension Number of Channel

Logical Terminal Number (LTN) Perfect Voice Channel Number



7.5.2 Field Descriptions – Serial Services – Screen 1

CONFIGURATION

LAP Xmitter Type This field specifies the LAP transmitter brand. (0=WaveLinks, 1=Connexions)

SMDI Protocol Type This indicates the type of protocol in use on ALL data links (COM ports). This indicates the type of protocol to use for SMDI services. SMDI (Simple Message Desk Interface) services means some combination of the following features:

CALL Integration - information about incoming calls

MWI Service - set and clear Message Waiting Indicators

Feature Activation - Extension has Enabled/Disabled Feature

Mailbox verification - Check to see if Extension has Mailbox

Date Time - Synchronize PC and Telephone System

Keep Alive - Verify the link is still working

To Access:

Log into SCREENS

Select System>Serial Services

Use Serial Services to:

Set up link or links to serial interface devices



NOTE: SMDR services are typically independent of SMDI services. SMDR (Station Message Detail Recording) is text (ASCII) data from the telephone system. It is usually in a printer format, output only, and is delivered after the reported event occurs. Almost all telephone systems provide SMDR call accounting information. Also, many telephone systems can also use the SMDR port for upload, download, and reporting of configuration information. (To take advantage of this feature, use the TERMINAL ACCESS option from the MAIN MENU). If SMDI services are NOT IN USE, then select "*SMDI Not Used". If SMDI services ARE IN USE, select the protocol from the list. If you change the linktype, you will be asked if you want to select the defaults for the new protocol. Enter 'Y' (YES) to select default link values, enter 'N' (NO) to keep existing settings. If the new linktype uses a different TSR, a system reboot will be required for changes to take effect. For more information, select [F1] HELP from DESCRIPTION field or MODEM SIGNALS field.

SMDI Comments This is a general description of the type of SMDI you are using.

SMDI MaxPacket Age This controls the lifetime of a data packet. If a packet of data is not retrieved within this many ticks, it will be discarded.

Audio Channel LTN Number (C#00 -- C#23) An LTN (Logical Terminal Number) is the number that the telephone system will use to reference a specific voice channel. The numbering sequences for LTNs vary based on the SMDI Protocol type that is specified. Once you have selected the appropriate SMDI type, edit the LTN field and press F1 for help on how to number the LTN Audio Channel Numbers. Specifying BLANK denotes NO LTN and NO integration on selected channels.



7.5.3 Field Descriptions – Serial Services – Screen 2

NOTE: Any time you make changes to COM port settings or move a COM port, you may need to do a hard reboot of the system. (Turn the system off and then turn it back on.)

Enabled Usage This field selects the protocols to be used on this link. The available options are:

Disabled - Not in service

SMDI only – Only used for serial integration

SMDR only - Only used for ASCII Data Collection

SMDI+SMDR – Only used if SMDI and SMDR are on the same link

SMDI+LOGB – Only used to collect SMDI in a BINARY Collection format for debugging purposes

LOGB only - Only used for BINARY Data Collection

LAP only - Only used for Paging Transmitter

LAP+LOGB - Paging Transmitter and BINARY Collection

The number of enabled links should be 1 - 4, and each enabled link must have its own COM port. COM ports cannot be shared. Be aware that a link has several names:

The column on the display screen (LINK A-D). Most systems only enable LINK A.

The number assigned only to ENABLED links (0-3). Most systems only have LINK A enabled for use with System ID 0.

The PC COM PORT NUMBER (1-4) servicing this link. Most systems use COM1 or COM2.

The assigned link SYSTEM ID for reference (0-99). Most systems use 0.

The number of links supported depends on the Integration type.



COM Port Number This field specifies the PC COM port to be used for this link. Each Enabled link requires a separate COM port. Use Option [F10] from VIEW display to determine which COM ports are equipped on this PC. For detailed information on the COM ports on the PC, use function [F8].

IRQ Number This field specifies the IRQ number assigned to this COM port. For detailed information on the COM ports on the PC, use function [F8].

Baud Rate (BPS) This field controls the data speed of the COM port.

Parity and Size This field controls the format of data bytes transmitted and received. This MUST be set to the same values programmed in the telephone system communications port. The supported options are:

8 bits + No parity + 1 stop (default) 7 bits + Even parity + 1 stop 7 bits + Odd parity + 1 stop 7 bits + Mark parity + 1 stop 7 bits + Space parity+ 1 stop

Check Modem Sigs This field determines if modem signals (from DCE) are required for normal operation of the link.

XON/XOF Enabled? This field determines if Xon/Xoff signals are required for normal operation of this link. If the telephone system SMDR port supports character flow control (XON/XOFF), then set this to 'Y' (YES). If character flow control is not used, set this to 'N' (NO).

Voice Channel Len This is the number of digits in a received LTN number.

Rec’d Exten Len This is the number of digits in a calling party number (ANI or CPID) - not used with the Voice Bridge.

Called Exten Len This is the number of digits in a called party number (DNIS or CPID) - not used with the Voice Bridge.

System ID Number Features utilizing a serial link reference this field. Message Waiting Indicators (MWI) reference the number to identify the link MWI activity is done on.

NOTE: This field should NOT be changed: Link A should remain System ID 0; Link B = 1, Link C = 2, and Link D = 3.

Channel LTN Type This field is used to identify if the channel LTN will include different message desk numbers or system link numbers along with the standard LTN.



7.5.4 Serial Services – Screen 3: Statistical / Error Information screen

The above screen gives statistical and error information. If you need more detail on what the errors or statistics are, contact Teleco Technical Support.



8 Utilities The Utilities section defines those functions used to maintain the Perfect Voice system. Utilities menu includes:

setup and maintenance of the Scheduler

8.1 Utilities - Task Manager – Non-Functional

To Access:

Log into SCREENS

Select Utilities>Task Manager

Use Task Manager to:

Task Manager is non-functional. Selecting this option will prompt you to exit SCREENS and use TASKS.



8.2 Utilities - Scheduler The following information describes how the Scheduler program works and how events are setup in the scheduler queue. The event queue is the operating basis for Scheduler. An event consists of a command (a DOS command, batch file, Receptionist utility, etc.) and various scheduling parameters. Items such as date, time, days and frequency are some of the parameters recognized by the Scheduler. The scheduler queue dictates the Scheduler operation. The queue is a list of events in their scheduled order. The first event in the queue is the next event to be executed. When that event is performed, the events in the queue will be rearranged. The event that was second will now be first, and the one now completed will be repositioned in the queue according to its rescheduling parameters. If it was a one-time only event, it will be deleted after execution. Anytime an event is executed, added, or deleted, the queue is rearranged.

8.2.1 Available Events The default database contains seven events: MAINTAIN, DAYTIME, NITETIME, AGCMESG, AGCNAME, HOLIDAY, and WORKDAY. On the BROWSE screen, you see:

The description (Jobname) of the event: Event 2 is DAYTIME

The date, day, and time that the event is scheduled to run: DAYTIME is scheduled to run on Monday, 12-31-2001 at 8:00am

The style of the event: DAYTIME is style “B” (see Field Descriptions for definitions of styles)

Which days of the week it may run: DAYTIME may run every day, Monday through Friday

The DOS command that executes the event: C:\UTIL\DAY.BAT executes DAYTIME

To Access:

Log into SCREENS

Select Utilities>Scheduler

Use Scheduler to:

Schedule an event (a batch file) to run once or on a regular basis

Remove a previously scheduled event

Change the parameters for a scheduled event



NOTE: F5 adjusts the date only for the highlighted event.

8.2.2 Field Descriptions – Scheduler

Job Name This field specifies a one word description of the event to be run.

Description This field specifies up to a 40-character description of this event.

Scheduled Date This field specifies the next valid date on which this event is scheduled to run.



Scheduled Time This field specifies the time of day at which this event is scheduled to run. Be sure to specify “p” (PM) for events scheduled to run after 12:00 noon, if a 12-hour time format is used.

Schedule Style This field specifies the schedule style to use. Following is a list of the valid schedule styles.

B This style of event runs at the specified time on all valid days. This is the default style for events. The event is rescheduled at the very start of the event so if the system is rebooted while a style B event is running, that event will not run again until its next valid day. It is not necessary for a B style event to return to a DOS prompt in order to be rescheduled. NOTE: To schedule an event to run only one time, such as Holiday.bat, make sure that Repeat On Days is set to “N”.

C This style of event runs at the specified time on all valid days. This style event is rescheduled after it successfully runs so if the system is rebooted while a C style event is running, Perfect Voice attempts to rerun the event immediately after the system has restarted. Events that change system greeting and whattodo, which are critical to the correct operation of the system, should be scheduled as C style events. Events of this style must return to a DOS prompt in order to be rescheduled. The insertion of control-C is performed prior to the reschedule command to ensure that it returns to a DOS prompt.

D This style of event runs every “n” minutes on all valid days. The time between events is specified in the After +Minutes field. The typical use for this type of event is an event that checks for changing conditions such as events that adjust volume of new messages or that scan for TDD tones in messages. Events of this style must return to a DOS prompt in order to be rescheduled. Therefore, control-C is performed prior to the reschedule command.

N This style of event is NOT automatically rescheduled. The assumption is that the batch file will perform its own rescheduling. This style is for the advanced user that wants complex scheduling using the SCHED/RES command. The REPEAT DAYS and INCREMENTAL MINUTES fields are not used.

After + Minutes This field specifies the minimum amount of time in minutes that must elapse between the time a D style event completes execution and when it executes again for the next iteration.

Event Number This field indicates the current position of the event in the scheduler queue.

Performed This field indicates the number of times this event has been run since it was first scheduled.

Last Startup This field indicates the last date and time that this event was run.



Repeat On Days This is a set of seven fields, one for each day of the week. It specifies on which days of the week this event may run. Note that these fields are ignored for style N events.

Command> This field specifies the DOS command line to execute for this event. To avoid confusion, specify the complete command file name, including path and file extension information.



8.3 Utilities - Set Password

8.3.1 Field Descriptions – Set Password

Level This field indicates the current authorization level.

Logins This field indicates the number of times someone successfully logged in to this authorization level.

Fails This field indicates the number of times someone attempted, but failed to log in to this authorization level.

Last Time This field indicates the last date and time someone successfully logged in to this authorization level.

Last Fail This field indicates the last date and time someone attempted, but failed to log in to this authorization level.

PW Change This field indicates the last date and time someone changed the password for this level. Note that this may predate the installation date of the system.

WHICH LEVEL? This field specifies the authorization level for which the password is to be changed. Each level has access to modify its specific password, or the password of any lower level.

To Access:

Log into SCREENS

Select Utilities>Set Password

Use Set Password to:

Change the password for an access level to SCREENS



PASSWORD This field specifies the current password for the authorization level chosen from the previous screen.

NEW PASSWORD This field specifies the new password for the authorization level chosen from the previous screen.

VERIFY NEW This field re-specifies (for confirmation) the new password for the authorization level chosen from the previous screen.

Optional Applications


OPTIONAL APPLICATIONS



9 L. A. P. – Local Area Paging This feature allows Users to be paged on a beeper when they receive a call and are away from their desk. L. A. P. can be especially useful for Users that are often away from their desk or out of range of the operator overhead/PBX page. Users can pick up the call from any phone. This section presents the steps needed to install the paging transmitter system, set up the COM port on the Perfect Voice system, set up telephone system parameters for the Toshiba DK/CTX/CIX phone system, enable L. A. P. on a per User basis, and assign the phantom DN to the User’s extension.

9.1 Complete the Licensing Agreement First, complete the licensing agreement included in the paging transmitting package. The WaveLinks paging system, when used in the United States, is subject to the rules and regulations of the FCC.

9.2 Install the Paging Transmitter Your WaveLinks Computer Controlled Paging System includes:

Transmitter Unit

“Rubber Duck” Antenna

Right Angle Antenna Adapter

PC Adapter

Power/Comm Adapter Cable

Power Brick To install the paging system, perform the following steps:

Attach the “Rubber Duck” antenna to the Transmitter Unit. The Right Angle Antenna Adapter is available for proper antenna positioning. In normal paging operations, the paging transmitter antenna should be oriented in a vertical position to maximize the paging range.

NOTE: Do not attempt to operate the paging system without the antenna connected to the paging transmitter because damage to the paging transmitter may occur.

Plug the PC adapter into an available DB9 serial port on the back of the Perfect Voice system PC. If the DB9 serial port is not available, you need a DB25 to DB9 adapter which is available from most computer supply companies.

Plug the Power/Comm Adapter Cable into the DB9 female connector on the Transmitter Unit.

Connect the PC Adapter and the Power/Comm Adapter Cable.

Connect the Power Brick and the Power/Comm Adapter Cable. Plug the Power Brick into a 110 VAC power outlet. The red colored PWR/BAT LED indicator on the Transmitter Unit should be illuminated when power is properly applied.

For more details on the paging system, refer to the “On-Site Controlled Paging System Handbook” enclosed with your transmitter.



9.3 How to Implement L. A. P. on a Toshiba DK/CTX/CIX Phone system

9.3.1 Set up Com port for L. A. P.

Select System>Serial Services

On Screen 1, specify the appropriate L.A.P. transmitter in the LAP Xmitter Type field

On Screen 2, set the Enabled Usage field to LAP Only

When prompted, enter Y to use the defaults for the particular transmitter you selected

9.3.2 Set up Telephone System Parameters for L. A. P.

Select System> Telephone System

On Screen 3, set the Park1 Call on Exten field to %@ (This is the default setting.)

9.3.3 Set up Users for L. A. P. Following is an example of how L. A. P. works on a Toshiba DK/CTX/CIX phone system for User ID 200 who is set up for L. A. P., with an Alternate ID 500:

Caller dials extension 200, does not get an answer, call forwards to voice mail.

Caller hears personal greeting: “. . . if you want to page me, press 1 . . .” (“1” is the digit set up for Personal Assistant)

Caller presses 1 to page User

o User’s pager is activated

o Extension 500 (Phantom DN) rings

Two possible scenarios:

o User picks up page by pressing: Intercom #5#2Phantom DN extension #

o Page is not picked up. Phantom DN 500 call forwards to voice mail and caller hears the personal greeting for Alternate ID 500 which says something like “I was unable to pick up my page, please leave a message . . .” (Messages for Alternate ID 500 are pooled to the primary extension, 200, so User can retrieve all messages from one box.)

9.3.4 Enable L. A. P. on a per User Basis


Select User (in example above, User 200)

On Screen 1, edit the following fields of the primary extension.

Coverage Type Set Coverage Type to Personal Assistant.

Alternate ID Set Alternate ID to the User ID to be used for paging. This field specifies the primary User ID for automatic call coverage, or the personal assistant for manual call coverage. (In the example, this is User ID 500)

Record greeting for primary User ID, adding the paging option



9.3.5 Set Up Alternate ID


Add User ID that will be used as the Alternate ID for the above User. (In the example, add User ID 500)

Edit the following fields on Screen 1 and 2:

Screen 1

Transfer Type Select Park1 as the Transfer Type.

Beeper Pager ID Enter in the baud rate code + pager type code + capcode of the beeper this user will use.

Baud Rate Codes: 5=512 bps (Tone/Vibe pagers)*

1=1200 bps

2=2400 bps (Alphanumeric pagers)*

Pager Type Codes: 1=One Beep (tone/vibe only pagers)

2=Two Beeps (all pager types)

3=Three Beeps (all pager types)

4=Four Beeps (tone\vibe only pagers)

5=Alphanumeric

6=Numeric

Capcode: This is the code that appears on the beeper itself.

Example: For an alphanumeric beeper with a baud rate of 2400 bps and a capcode of 0001419, you enter: 250001419.

* The current baud rate for tone/vibe pagers is 512 bps and for numeric and alphanumeric pagers, 2400 bps.

Screen 2

Mesg Pool ID Enter the User’s primary extension number here. This field is an optional field that specifies where ALL messages for this User should be placed. To ENABLE message pooling, set this to the ID of the message box to receive all messages.

Record the appropriate personal greeting for Alternate User ID

9.3.6 Assign Phantom DN to the User’s Extension

Program the Phantom DN to appear on the telephone. (Program 39)

Program the User’s phone to have ownership of the Phantom DN. (Program *33)

Program the Phantom DN to call forward to voice mail. NOTE: Make sure that the transfer recall time is greater than the call forwarding timer. (Program 37)



9.4 Troubleshooting L. A. P.

9.4.1 The Transmitter does not seem to be transmitting:

Did you do a hard reboot of the system after you enabled the link/COM port for L. A. P. ?

Use F6 from Serial Services to send a packet from the transmitter to activate the pager (s).

Verify that you are plugged into the appropriate COM port and that you have the correct IRQ for that COM port.

In Serial Services, press F9 to view COM status. Unplug the transmitter and plug it back into the COM port: look for changes.

If COM port and IRQ are correct, try a different COM port to verify that you do not have a bad COM port. (Be sure to do a hard reboot if you change the COM port.)

Verify that Local Paging is enabled on the key. (If this is a field upgrade, Teleco Technical Support must get remote access to your system to make the key change.

9.4.2 The Packet is being sent but the pager is not going off:

Verify that the baud rate, pager type and capcode are entered correctly.

Make sure that the pagers are not too close to the transmitter. The transmitter may be overdriving the pager if the pagers are to close.



10 Toshiba Caller ID Perfect Voice with SMDI integration may be configured to provide Caller ID information to Users on telephone systems with Caller ID capability. For example, when an outside caller leaves a message in a voice mail box, Perfect Voice plays back the calling party’s 10-digit phone number as part of the message time and date stamp. If LAP (Local Area Paging) is implemented with Caller ID, the calling party’s number is displayed on the pager, so regardless of where the User is in the building, they know who is calling. Special integration patterns may be set up to route incoming calls to special mailboxes, transaction boxes, or dialplans, allowing better service to customers. A limited amount of inbound sorting may be done based on area code and/or phone number of calling party. Refer to the System Administration section for more information.

10.1 Highlights

Toshiba DK/CTX/CIX Caller ID supported on direct calls to voice mail

Ten digit extension length supported

Caller ID information played back in message envelope

Area code routing This feature allows Caller ID information to be played to the User as part of the message envelope.

10.2 What is required

Caller ID service from central office on all incoming trunks.

R3 phone system software and hardware.

SMDI voice mail integration in use.

10 digit ITF file format (provided with 4.3 as TSRSMDI.ITF)

10.3 Limitations

Perfect Voice must be programmed on the second ring to allow Central Office caller ID information to be passed to the phone system.

Caller ID information is only passed to the first station to answer the call, therefore:

o Calls forwarded due to a busy or ring no answer condition will not be accompanied by the Caller ID information, nor will a subsequent message contain this information.

Caller ID should not be confused with DID, ANI or DNIS. These features are currently not supported.



11 Creating Audioforms Applications Audioforms is a program used in conjunction with the automated attendant and voice messaging part of Perfect Voice. With Audioforms, a flexible, script-driven interactive voice response application can be quickly developed and tested, using the same system as the rest of Perfect Voice. Callers wishing to select the application do so by selecting a type I User ID. Control of the Perfect Voice channel is then passed from Receptionist to Audioforms and the appropriate script. Audioforms supports the following applications and more.

Prompt the caller with a series of questions and concatenate the recorded answers into a single message. The message may contain caller speech, selected pre-recorded files, caller-entered DTMF information translated to spoken prompts, or any combination of these pieces.

Validate caller-supplied DTMF input to be a certain number of digits, within a range of values or a valid time expression.

Check for the existence of a file.

Delete a file.

Output caller-entered information to a text file. The file can be created (overwriting the old version) or appended to.

Execute a DOS command

NOTE: When using Audioforms, not all options may be used concurrently due to memory considerations. This is particularly true when Rhetorex boards are installed.

11.1 Basic Script Rules The following rules apply for Audioforms script files.

Blank lines and all text following a "!" or ";" are ignored.

Commands may be upper or lower case.

All leading and trailing white space is ignored.

All white space (space, tab) between arguments is treated as a single space.

11.2 Branches and Labels Labels provide reference points within a script to which command execution can be directed. For example, the following command directs command execution (or “branches”) to the label, 1000.

B 1000 ; branch past greeting & play ; whattodo

P D:\SPEHCNG\GREETING.RMS ; play the greeting

1000 P D:\SPEHCNG\WHATTODO.RMS ; play the whattodo

Labels are optional and are integers 0 - 9999. Note that leading zeros are ignored.

Labels do not need to be in numeric order.

Each label value can only be defined once.

Labels may be defined without a command.



Audioforms provides command to check whether or not the previous command executed successfully. Most commands provide this option. After executing one of these commands, a return flag is set indicating success or failure. For example, consider the command that checks for the existence of a file called D:\MESG\00000123.UV1. Success indicates that the file exists and failure indicates that it does not. In this example, if the file does not exist, execution is directed to label 2000. If the file exists, execution simply continues with the command following the conditional branch statement.

C D:\MESG\00000123.UV1 ; check for the User's personal greeting

BF 2000 ; if the file's not there, skip next line

P D:\MARKET\REPLACE.SPH ; play "this file will be deleted"

2000 D D:\MESG\00000123.UV1 ; delete the file

Audioforms allows branching on success as well as failure, along with a lot of other conditions. See the Bn command summary.

11.3 Comments Like any source code, an Audioforms script should be well commented. The developer of the script is often the one who benefits most from this practice. If nothing else, it forces the script developer to think about and document the exact logic of the application. Comments are simply everything else after a semicolon or exclamation mark. Comments can start in any column on a script line. A comment may appear on the same line as a command (after the command),or it may appear alone on a script line. Following are some examples of Audioforms comments.

; This is a comment

; This is another comment

B 1000 ; the "B" command on this line will work

; the "B" command on this line won't work B 1000

11.4 Format Specifiers and String Variables Audioforms allows the use of up to 10 string variables numbered from 0-9. The string variable number is referenced in a “format specifier.” The format specifier may contain, among other text, a percent sign character, ‘%’, followed by other format parameters. The percentage character and other format parameters are substituted with the appropriately formatted string number. See the example below. Format parameters include the following.

%%................................interpreted as single percent character

%d ................................convert to decimal, and substitute

%nd ..............................convert to decimal, minimum field width "n"

%.xd ..............................convert to decimal, maximum field width "x"

%n.xd ............................convert to decimal, min width "n" and max width "x"

%0nd ............................convert to decimal, leading zeros, min width "n"

%-nd .............................convert to decimal, left justify, min width "n" Note that if the number is greater than 32000, you must place an "l" before the "d" ("ld" instead of "d")

%s .................................substitute exact string



%ns ...............................substitute exact string, minimum field width "n"

%.xs ..............................substitute exact string, maximum field width "x"

%n.xs ............................substitute exact string, min width "n" and max width "x"

%0ns .............................substitute exact string, leading zeros, min width "n"

%o ................................convert string to octal integer and substitute

%x .................................convert string to hex (lowercase) integer and substitute

%X ................................convert string to hex (uppercase) integer and substitute

%#o ..............................convert string to octal integer and sub leading 0

%#x ...............................convert string to hex (lowercase) integer sub leading 0x

%#X ..............................convert string to hex (uppercase) integer sub leading 0X

For the following example, if string variable number 6 is “123” (caller-entered information), the character string, “123” would be substituted in place of %08d, causing the command to check for the existence of a file with the name D:\MESG\00000123.UV1.

C6 D:\MESG\%08d.UV1 ; check for the User's personal greeting

11.5 Pieced Speech A series of files can be played in sequence, based on the characters of a string variable. For example, suppose a caller entered 123. Audioforms allows the script developer to easily play the following files in sequence, resulting in the caller hearing, “one two three”.

C:\SPCH\DIGIT1.RMS

C:\SPCH\DIGIT2.RMS

C:\SPCH\DIGIT3.RMS This is illustrated in the following script fragment.

M C:\SPCH\DIGIT ; define file prefix

N .RMS ; define file suffix

P C:\SPCH\ENTERUSR.RMS ; "Enter your User ID..."

G0 3 5 2 "" ; get up to 3 digits of caller input

V0 0 200 5 ; number must be between 0 and 200

P C:\SPCH\SELECTED.RMS ; "You have selected..."

P0 ; play the speech files for digits



Assuming the caller entered “123”, Audioforms constructs and plays the files defined by each digit in the string. For each digit, the file name is constructed by appending the digit to the digit and appending the suffix to that. Therefore for the digit 1, the filename is constructed by concatenating the following three strings.

“C:\SPCH\DIGIT” + “1” + “.RMS” = “C:\SPCH\DIGIT1.RMS”

11.6 Command List Following is a brief listing of the available Audioforms commands. Those commands followed by an ‘n’ allow a reference to a string variable number in the command parameter. Those commands followed by an ‘x’ require a number to determine the “flavor” of the command. Those commands marked with an ‘*’ set a return flag which can be evaluated with the Bn command.

Ax .................................alter destination RCPT Instance or User ID.

Bx .................................conditional Branch to label.

Cn .................................*check if file exists

Dn .................................*delete file

Fn .................................*append output text data to log File

Gn .................................*get string (DTMF) from caller

In ..................................*append (insert) speech file to temp recording

Ln .................................*set logging file name OR Klinic job name

M .................................set default file path (prefix) for speech files.

N ..................................set default file extension (suffix) for speech files.

Pn .................................*play speech file

R ..................................*record/append from caller to temp recording

S ..................................set diagnostic trace level 0-4.

U ..................................set "cancel" and "end" DTMF digits

Vn .................................*validate string

W .................................wait and check for single DTMF digit.

Xx .................................end script and return to receptionist.

Yn .................................*close temp recording and append to speech file

Zn .................................set string to value.

11.7 Command Summary Following is a detailed description of the available Audioforms commands. Command variations with the phrase “fmt” are those which require modification by the inclusion of a string number (i.e. Pn to play a speech file)



Ax id

Description: This command specifies the return Instance or User ID to assume on exit. It only applies if the X2 command is used to exit the script. Note that Audioforms does not verify the existence of the Instance and/or User ID.

Parameters: id the Instance or User ID, based on the command variation (optional)

Variations: The meaning of the parameter depends on the value of ‘x’ as shown.

A0 n Set return Instance to “n” = 0-65534.

A1 n Set return User ID to “n” = 0-99999999.

A0 Set return Instance to original value.

A1 Set return User ID to original value.

Return Flag not implemented

Bn lbl

Description: This command controls branching in a script. Branching may be unconditional, based on the return code from the previous command, the caller’s input DTMF or lack thereof. See the W command for more on caller-input DTMF.

Parameters: lbl the label number in the script

Variations: B lbl Always branch to label (unconditional).

BW lbl Branch to label if Wink is detected.

BH lbl Branch to label if Hangup is detected.

BF lbl Branch to label if Failure (error) on last command.

BS lbl Branch to label if Success (no error) on last command.

B0 lbl Branch to label if "W" command DTMF is [0].










B* lbl Branch to label if "W" command DTMF is [*].

B# lbl Branch to label if "W" command DTMF is [#].

BA lbl Branch to label if "W" command DTMF is [A].

BB lbl Branch to label if "W" command DTMF is [B].

BC lbl Branch to label if "W" command DTMF is [C].

BD lbl Branch to label if "W" command DTMF is [D].

BX lbl Branch to label if "W" command any DTMF detected.



B~ lbl Branch to label if "W" command DTMF timeout (no DTMF).


Cn filename

Description: This command checks for the existence of a file.

Parameters: filename the name of the file to check for (optional)

Variations: The optional parameter is either an explicit speech filename or a format specifier which translates to a speech filename.

C Close and check for existence of RCPT temporary recording file.

C filename Check for existence of “filename”.

Cn “fmt” Check for existence of filename specified by format string.

Return Flag Failure: File does not exist.

Success: File exists.

Dn filename

Description: This command deletes a file.

Parameters: filename the name of the file to delete (optional)

Variations: The optional parameter is either an explicit filename or a format specifier which translates to a filename.

D Delete the RCPT temporary recording file.

D filename Delete the file named “filename”.

Dn “fmt” Delete the file specified by format string..

Return Flag Failure: File does not exist or is write-protected.

Success: File was deleted.

Fn string

Description: This command appends text to the current log file/device.

Parameters: string the string to append to the log file.

Variations: The optional parameter is either an explicit string or a format specifier which translates to a string. Output is not written to the file until a newline character is received. A newline character is specified by a \n. At that point, the log file is opened, appended to with the buffered information and immediately closed.

F string Append “string” to the log file.

Fn “fmt” Append the string specified by the format string to the log file.

Return Flag Failure: unable to open file or append data, a serious error

Success: text was appended to log file



Gn max first more quit

Description: This command gets a complete DTMF string from the caller and places it in the string number specified by ‘n’.

Parameters: max the maximum number of digits to accept for this command

first the maximum time in seconds to wait for the first DTMF

more the maximum time in seconds to wait between DTMF digits

quit a quoted string of one or more DTMF digits which terminates the entry and results in a failure return

Variations: none

Return Flag Failure: no digits were received or quit string was encountered as part of input

Success: DTMF digits were received successfully; no quit string encountered

In filename

Description: This command appends the specified speech file to the current temporary recording

Parameters: filename the name of the file to append to the temp recording (optional)

Variations: The parameter is an explicit filename or format specifier which translates to a filename.

I filename Append “filename” to the current recording.

In “fmt” Append the filename specified by the format string to the current recording.

In Append the filenames specified by the string number to the current recording (see Piecing Speech).

Return Flag Failure: unable to locate filename or filenames

Success: the file or files were appended successfully to the temp recording

Ln filename

Description: This command specifies the logging file or device. It also can specify the KLINIC scheduler as the log output. This is the mechanism for executing a DOS command from an Audioforms application. The command will be performed before any pending scheduler events, even if the scheduler is not started.

Parameters: filename the name of the file to send log output to

Variations: The parameter is usually an explicit filename or a format specifier which translates to a filename. It may also be an expression which causes logging output to go to the KLINIC scheduler as an immediate event.

L filename Set the log file to the indicated filename.

Ln “fmt” Set the log file to that specified by the format string.

L *description Set the log file to the KLINIC scheduler. Description is 1-8 characters associated with the immediate event.



Ln “fmt” Set the log file to the KLINIC scheduler, but only if “fmt” starts with an “*” and contains no more than 8 characters for the description (see above).

Return Flag Failure: unable open output file for append or, if KLINIC scheduler is specified, KLINIC is not loaded.

Success: the file can be successfully opened for append or, if KLINIC scheduler is specified, KLINIC is loaded.

M filename

Description: This command specifies the default file prefix for speech files. It can be used to define a default path, or, in the case of pieced speech, it can be used to define the path and first portion of the filename and/or extension.

Parameters: none

Variations: The optional parameter is either an explicit path or a format specifier which translates to a path.

M Use path from script.

M “” No default path.

M “.” Use CURRENT speech path.

M “*” Use MESG path (from temp file).

M “path” Use specified path.

M “format” Use formatted path with variable substitution.


N filename

Description: This command specifies the default file suffix for speech files. It is often used to define a default file extension.

Parameters: none

Variations: The optional parameter is either an explicit extension or a format specifier which translates to an extension.

N “” No default extension.

N “ext” Use specified extension.

N “format” Use formatted extension with variable substitution.


Pn filename

Description: This command specifies the name of the speech file to play.

Parameters: filename the name of the file to play (optional)

Variations: filename.

P filename Play “filename”.

Pn “fmt” Play the filename specified by the format string



The parameter is either an explicit filename or a format specifier which translates to a Pn Play the filenames specified by the string number (see Piecing Speech).

Return Flag Failure: unable to locate filename or filenames

Success: the file or files were played successfully

R prompt max endsilence endDTMF

Description: This command records up to “max” seconds of speech into the temporary file. The recording is terminated if “endsilence” seconds of silence or “endDTMF” digit is detected. Just prior to the recording, the speech file, “prompt” is played. The size of this file must be a multiple of 8192 bytes.

Parameters: prompt the file played just prior to recording, usually RECDBEEP.RMS

max the maximum time in seconds to record

endsilence the maximum amount of silence to record before terminating the recording.

endDTMF the DTMF which terminates the recording

Variations: none

Return Flag Failure: zero-length recording unable to create output file (out of disk space?)

Success: a non zero-length recording was successfully created

S tracelevel

Description: This command specifies the diagnostic trace level. Higher trace levels generate more information.

Parameters: tracelevel the diagnostic trace level from the following list.

0 default for channel

1 errors only

2 messages

3 source trace and messages

4 full engineering trace

Variations: none

Return Flag not implemented.

U cancel end

Description: This command specifies the default DTMF digits used to cancel and end input DTMF strings.

Parameters: cancel the default DTMF digit that cancels DTMF input (default is *)

end the default DTMF digit that ends DTMF input before reaching the maximum number of digits, without having to time out. (default is #)

Variations: none




Vn min max type

Description: This command performs validation checking of a string variable. The type of validation, specified by the “type” parameter, determines how “min” and “max” are interpreted.

Parameters: min depends on the value of the type parameter (see below)

max depends on the value of the type parameter (see below)

type the value of this parameter determines what kind of validation is performed on the string variable

Variations: Vn min max 0 type=0: Checked to see if string variable number n is no less than “min” and no more than “max” digits in length.

Vn min max 1 type=1: Strip off the first character of string variable number n and checked to see if it is no less than “min” and no more than “max” digits in length.

Vn min max 2 type=2: String variable number n is checked to see if it is all numeric characters.

Vn min max 3 type=3: String variable number n is checked to see if it is numeric and checksums to modulo 7. “min” and “max” are ignored.

Vn min max 4 type=4: String variable number n is checked to see if it is a valid hour/minute time. It must be between 0 and 2359 and last two digits must be always between 0 and 59.

Vn min max 5 type=5: String variable number n is checked to see if it is numeric and is between “min” and “max”. This validation method is most commonly used for basic range checking.

Vn min max 6 type=6: String variable number n is decremented by 1 and checked to see if it is less than “min”. “max” is ignored.

Vn min max 7 type=7: String variable number n is incremented by 1 and checked to see if it is more than “max”. “min” is ignored.

Return Flag Failure: The specified check fails, or string is not an integer (types 1-5)

Success: The specified check passes.

W time

Description: This command waits “time” seconds for a single DTMF digit after the current recording finishes playback. If 0 is specified, no waiting is done. This command is placed just before a B command which branches upon receipt of a single DTMF digit.

Parameters: time the amount of time to wait in seconds.

Variations: none




Xx

Description: This command terminates execution of the script and returns control of the channel back to the RCPT. If a message file was recorded and the variation specifies it, the message is sent to the AFORMS User ID based on that User ID’s settings.

Parameters: none

Variations: X Save message and perform User ID default endcall option.

X0 Save message and transfer caller to the default Operator.

X1 Save message and transfer caller to whattodo.

X2 Save message and transfer caller to User ID specified with Ax command (may be another AFORMS User).

X3 Save message and end call.

X4 Save message and transfer caller to main system Greeting.

X5 Save message and transfer caller to Security. (see Ax command)


Yn filename

Description: This command copies the current temporary recording to “filename”. If “filename” already exists, the temporary file is appended to it. The temporary recording is not deleted. To delete it, use the D command.

Parameters: filename the name of the file to copy the temp recording to

Variations: The parameter is either an explicit filename or a format specifier which translates to a filename.

Y filename Copy/append to “filename”.

Yn “fmt” Copy/append to the filename specified by the format string

Return Flag Failure: unable to create new file or append to existing file

Success: the file was copied/appended to successfully

Zn string

Description: This command assigns a string to a string variable.

Parameters: string the string to assign to the string variable

Variations: none

Return Flag: not implemented

Introduction


SYSTEM ADMINISTRATION

System Administration


12 Introduction to System Administration

12.1 Before You Begin The System Administrator plays a key role in the everyday operation of Perfect Voice. It is important that the System Administrator understand at least the basics of how Perfect Voice operates. The System Manager should be familiar with all features available to Users and completely understand the User Guide before covering the material in this manual. It is important that you understand the terms listed in Appendix 8: Terms on page 291.

12.2 Duties of a System Administrator

12.2.1 Basic System Maintenance As mentioned above, the System Administrator performs a key role in the operation of Perfect Voice. Following are some examples of the basic duties as a System Administrator.

Add a new User to the Perfect Voice system.

Change new message notification parameters for a User.

Record an audiotext announcement.

Generate reports showing basic system information such as call counts, port usage, message counts, available messaging space, etc.

Understand how to record the main system greeting and main system whattodo.

Maintain public distribution lists. These procedures along with many others are documented in step-by-step detail later in this section of the manual. A review of the System Configuration section of this manual will assist in the understanding of the SCREENS menus.

12.2.2 Questions and Answers The System Administrator is responsible for answering questions from Users and having a working knowledge of how the system operates. The System Administrator will also help new or inexperienced Users become accustomed to using the system. Answers can be found in a variety of sources, including at least the following:

Perfect Voice Installation and Maintenance manual

The End User Guide

Contact with the vendor’s technical personnel

Personal experience with the system

12.2.3 Problem Reporting In the event that a User or caller reports a problem with the system, the System Administrator and/or the vendor’s technical personnel work to determine the cause of, and solution to the problem. The cause of a problem may be one or more of the following:

User error

Insufficient training

Incorrect system configuration

Faulty hardware

Faulty software



The System Administrator plays a central role in separating those issues which can be addressed within the organization (i.e. training, User error, etc.) and those issues which need to be addressed by the vendor’s technical personnel. Some problems, especially those experienced just after the system is installed can only be resolved through cooperation between both parties. In either case, a complete description of the situation is vital in determining the problem and the solution. Information should be gathered as to when the situation occurred, who was involved (caller and/or User), what occurred and how the system was being used at the time.

12.3 Common User Types Perfect Voice allows for a number of different User types. Each User type is associated with a letter. For example, the most common User type is U. The User types that you deal with most often are listed below. Note that this is only a partial list of available User types; a complete list of User types is described in System Configuration.

12.3.1 Type U Users (person) This is the most common type of User on the system. This is the standard, or normal, User type. A User of this type is associated with each person in the company who has a physical extension number on the telephone system. This type of User is set up for automated attendant and/or voice messaging. Type U Users can be configured in a variety of different ways to allow automated attendant, voice messaging, both or neither. Following are the parameters most often customized for a Type U User. Note that this is a partial list only; a more complete description of the User parameters can be found in System Configuration.

User Name: the User’s full name

Department: the User’s department (for reporting purposes)

MESSAGE RECORDING- Max Msg Length: maximum time for callers to leave a message

12.3.2 Type D Users (audiotext) This type is not associated with a person. A caller who selects a User of this type is not transferred to an extension, nor is the caller allowed to leave a message for the User. Only a message plays, after which, the caller is returned to the whattodo. The audiotext message may be changed at any time by simply re-recording the type D User’s personal greeting. For example, a company may want to play a message that offers the caller, 1) General company information, 2) Directions to the office, or 3) The full business address and phone number. Each one of these caller options would be configured as a D type User. The personal greeting for each of the Users would be recorded to play the specific information for that topic to the caller. This method saves valuable time of employees who normally would have to give the information to a caller.

12.3.3 Type B Users (public distribution list) A User of this type exists only to provide a list of Users to whom a message can be easily sent or forwarded by selecting a single User ID. A message sent or forwarded to a type B User is really sent to the type B User’s private distribution list number 0. Callers are not allowed to select this User. For example, when a User wants to forward one of his messages to everyone in the Sales department, he might select 725, a type B User as the destination of his message. This causes the message to be sent to everyone in User 725’s private list number 0.



12.3.4 Type T Users (single digit menu options) This type of User allows Single Digit Menu options to be defined from this User ID. These single digit options may be selected by the caller from the personal greeting of this User. For example, when a caller to an automobile dealership is prompted to press 1 for Sales (Type T User), the personal greeting for User ID 1 then prompts the caller to press 1 for new car sales or press 2 for used car sales. The additional single digit options of 1 and 2 are defined User ID 1. Type T Users may be linked to other Type T Users to create menu layering. Refer to “Creating Single Digit Menu Options” in this section for more information.

12.4 Pre-Defined Users Perfect Voice comes pre-configured with some special User IDs in Instance 0. Some of the Users supplied with Perfect Voice make recording greetings easier while others are used as templates for building the database.

12.4.1 User Templates Perfect Voice includes four User prototype/template records, which can be copied when creating new Users. Available prototype (template) records are 961 Normal User Prototype, 962 Outside User Prototype, 963 Audiotext Prototype, and 964 SMDI User Prototype.

961 Normal User Prototype 961 Normal User Prototype can be used as a template for adding standard Users. When adding a large group of mailboxes, use this User as a starting point for the copy.

962 Outside User Prototype 962 Outside User Prototype can be used as a template for adding mailbox-only Users. Users copied from this prototype will not perform any transfers.

963 Audiotext Prototype 963 Audiotext Prototype can be used as a template for adding audiotext Users. Users copied from this prototype will not perform any transfers or take any messages.

964 SMDI User Prototype 964 SMDI User Prototype can be used as a template for adding standard SMDI Users.

12.4.2 Aforms User

910 (Open /Close Aform) This User exists only to provide an easy way to manually place the system in open or close mode without using the keyboard.



12.4.3 System Greeting Users User IDs 980-983 provide a simple way of recording all greeting and whattodo messages. The following greetings may be recorded for User IDs 980 - 983:

Greeting 1 (UV1): Daytime greeting message.

Greeting 2 (UV2): Daytime whattodo message.

Greeting 3 (UV3): Nighttime greeting message.

Greeting 4 (UV4): Nighttime whattodo message.

Greeting 5 (UV5): Holiday greeting message.

Greeting 6 (UV6): Holiday whattodo message.

Greeting 7 (UV7): Emergency greeting message.

Greeting 8 (UV8): Emergency whattodo message.

980 (Main Instance Greetings) This User exists solely to provide an easy and secured way of recording the greeting and whattodo messages for the main company. Because it is a type B User, callers are not allowed to select this User.

981-983 (Alternate Greetings) These Users exist solely to provide an easy and secured way of recording per-channel greeting and whattodo messages.

NOTE: These User IDs should not be removed from the system except under the direction of a qualified technician. Many of the system functions assume the existence of these Users.



13 Change a User's Password Some Users may change the password to the mailbox, then forget the new password. Other times, a User ID may need to be reassigned to a new User. In both cases, the password for the User ID needs to be reset by the System Administrator to give access to the mailbox. The password for any User on the system may be reset either through the SCREENS interface or via the telephone by the System Administrator.

13.1 Change a User’s Password via SCREENS

Log in to SCREENS


Select Screen 3 of the User ID to be reset and press [F4] to Edit.

Set the Login Password field to the User ID (default).

Press [F10] to save.

13.2 Change a User’s Password via Telephone Users with access to Administrative Menu may follow these steps.

Call the system (from within the building).

Enter the system access code (the default is 7).

Enter User ID.

Enter Password.

Enter 8 for Administrative Menu.

Enter 4 to reset a User’s password.

Enter User ID for password reset.

The Users password will be reset to match their User ID.



14 Limiting User Options in User Mode

14.1 Purpose Limiting the options available to Users in User mode is an effective method for managing the system. Some reasons for limiting options are:

Simplifying User mode

Tailoring mailboxes for specific tasks

Controlling abusive Users

Preventing a feature from being activated/deactivated in error

14.2 Steps for Limiting User Options

Log in to SCREENS


Select Screen 3 of the User ID to be changed.

Press [F4].

Edit the desired fields. Refer to Section 5.1.3: Field Descriptions – User Directory – Screen 3 on page 74 for descriptions of each field. (Tip: For Users only having message lamp notification (no pagers) set Notify Menu to N.)



15 Designating Administrative Authority System Administration, in a limited capacity, can be accessed over the telephone. Allowing more than one User access to the Administration Menu gives the System Administrator a backup in the event that they are not available to perform their duties. For example, if a User has lost their password and the Administrator is not available, an Alternate Administrator could (from their own mailbox) reset the Users password. From the Administrative Menu you are given the ability to do the following:

Change system time.

Change system date.

Reset any User’s password.

Reset a User ID (If User has Admin Reset Enabled)

Check available disk space.

15.1.1 Enable Administrative access for a User

Log in to SCREENS


Select Screen 3 the User ID to be changed.

Press [F4] and edit the Admin Menu? Field to Y. This will allow the User access to the Administrator menu. (When the field is set to N, Users will hear the time and date stamp.)



16 Create an Alternate Listing for Directory Assistance Each User can have multiple alternate name spellings available from Directory Assistance. To provide a User with multiple name spellings, you need to create an Alias User ID record, which references the main User ID record. The listing of this Alias User ID with Directory Assistance contains the alternate spelling of the User’s name. In this procedure, the Alias User ID refers to this Alias User ID record while the Main User ID refers to the original User ID. The original User ID and the exact alternate spelling of the User’s name must be identified. Choose an “Alias” User ID number, taking into account the system’s dial plan. For example, if there are no 800 series User IDs and there are no plans to have 800 series User IDs on the system, you may want to select User ID 801 as the “Alias” User ID. The exact number really doesn’t matter, as long as it does not conflict with any other planned numbers in the dial plan. For more information on dial plans, refer to the Installation section of the manual for your particular hardware.

16.1 Add an Alias User ID for alternate directory listing

Log in to SCREENS


Press [F2] to Add a User.

Edit the Alias User ID record, paying special attention to the following fields:

o User Type: set to “A” (Alias to another User ID)

o Directory Name: enter the alternate name spelling

o Alternate ID: the User’s Main User ID

Press [F10] to save the changes.

Copy the Main User’s Name Recording to the Alias User record. This can be done with the following command sequence from the DOS system prompt. Substitute “mmm” with the main User ID and “aaa” with the Alias User ID. Note that the number of zeros preceding either User ID in this command must be equal to eight minus the number of digits in the User ID. For this example, the User ID is three digits in length, so the number of zeros is five.

D:

CD \MESG

COPY 00000mmm.NAM 00000aaa.NAM

Enable Name Recording Playback. Key in the following command substituting the Alias User ID for “aaa”.

SETUDT /INSTANCE=0 /USER=aaa /NAMEREC=Y



17 Add Pager Notification for a User Users may be notified by pager when they receive a new message. In addition to pager notification, Users may also be notified via:

message lamp activation at the desk

call to an inside number

call to an outside number

17.1 Create Pager Notification To create pager notification, identify the User ID and the User’s pager telephone number, then select the default (290) or customized pager class of service.

Log in to SCREENS

Select Notify>Class of Service

Select the default (290) or customized pager class of service

17.2 Add Notification Event Record for a User

Log in to SCREENS


Press [F2] to add a new NER

Fill in the appropriate fields

Press [F10] to save

NOTE: There should be no hyphens in the field containing the pager or outside telephone number or in the field containing the pager PIN number.



18 Distribution Lists Users who send a message to a public list could, instead, set up their own personal distribution list that would contain the User IDs of everyone in the Sales Department. Unfortunately, whenever someone joined or left the Sales Department, everyone would have to edit their private list for the Sales Department. Creating the Sales Department as a public list has the advantage of being centrally maintained. Only one list, that of the type B User (User ID 725 in the example) needs to be changed. The creation of a public list includes selecting the User ID to be assigned to the list and a list of Users for the public list (i.e. all Users in the Sales Department).

18.1 Create a Public Distribution List

Log in to SCREENS


Use the Add function [F2] to create a new User ID record. Be sure to specify the following fields as shown. Do not change any other fields from their default value.

o User Type: B for Broadcast User

o User Name: Enter the “name” of the public list (i.e. “Sales Dist. List”)

After creating the type B User ID, log in as the new User (the password defaults to the same number as the User ID). New Users are automatically placed into Quick Setup after logging in the first time. While in Quick Setup, be certain to address the following:

o Password: Set this to whatever you feel provides adequate security.

o Name recording: Record this to state what the list represents (i.e. “Sales Department distribution list”).

o Personal greeting: It is not necessary to make this recording.

o Listing with directory assistance: Set this up accordingly (i.e. spell out “SALES”)

After going through Quick Setup, select List Management (3) and add all the Users to the list.

18.2 Configure a Departmental Distribution List It is possible to configure a distribution list to contain all Users in a department. A public distribution list or a type U User’s private distribution list can be configured in this manner. However, this task should be performed only by someone who is familiar enough with DOS to enter a command from the DOS system prompt.

From the DOS system prompt, enter the following command, making the appropriate substitutions.

SETBCAST /INSTANCE=aaa /USER=bbb /LIST=ccc /DEPT=ddd aaa is the instance number. bbb is the User ID whose list you want to contain all Users in a department. ccc is the list number (when modifying public lists, use 0 or skip this qualifier altogether) ddd is the Department as it appears in the User ID record.

When the command completes, a message will appear indicating what actions were taken.



18.3 Create a Public Distribution List to contain all Users

From the DOS prompt, type TASKS

Choose Option 8

Select Option 2 ‘Configure a public list to contain all Users’ and press [Enter]

Enter the new User ID that you just created when prompted. This public distribution list, or broadcast list, will include all Users on the system. This method should not be used if the system has Users that are not “owned” by someone. Unwanted User IDs must be deleted from the public distribution list in List Management. Note that this method completely rebuilds the public distribution list from scratch, replacing the previous list of Users with a completely new one. This method can therefore be used to periodically “refresh” the public list.

18.4 Modifying a Distribution List via the Telephone Modifying a public list is like managing a private distribution list. Simply log in as the type B User and select List Management. List Management for a public distribution list automatically accesses list number 0, which contains the User IDs associated with this public distribution list. From the List Management menu, the following tasks can be performed.

Review the Users on the list.

Add Users to the list.

Remove Users from the list.

18.5 Modifying a Distribution List via SCREENS

Log in to SCREENS

Select Receptionist>List Management

Refer to Section 5.4: Receptionist - List Management on page 93 for details on using List Management.

18.6 Generate a Distribution List Report

From the DOS prompt, type TASKS

Choose Option 4

Select 3

A report of all private and public distribution lists will be generated and displayed on the screen. The report is an ASCII file named C:\RCPT\DLL.LST and may be downloaded for sharing or printing.



19 Recording System Greetings and Whattodos Perfect Voice is configured to play different greetings in day and night mode. These greetings are usually set up during installation; however they may be re-recorded at any time. The steps to do this are listed below.

19.1 Greetings and Whattodos The main greeting for both day and night mode is broken into two sections known as the “Greeting” and “Whattodo”. The Greeting is only heard once during a call, followed immediately by the Whattodo (the Whattodo is a list of options available to the caller). The Whattodo may be heard at several points throughout the call.

19.2 Compose open and close scripts Compose the scripts for daytime and nighttime Greetings and Whattodos before recording. Use the worksheets found in Appendix 1 - Pre-Installation Worksheets: Standard Greeting Scripts on page 249. When writing the script for the whattodo, three things should be kept in mind:

The whattodo is played immediately after the greeting, so the transition between the greeting and whattodo should flow smoothly.

Callers may eventually come back to the whattodo, so the whattodo must make sense without being prefaced by the greeting.

It is tempting to offer the caller as many options as possible. However, most callers only want one thing – that is to talk to someone. Give the caller no more than three or four options in the whattodo.

Greeting – Heard Once – Followed Immediately by the Whattodo

Example:

Thank you for calling ABC Company…

Whattodo – List of Options – May be Heard at Several Points Throughout the Call

Examples:

If you know the extension of the person you are calling you may enter it at any time…

for a directory of individuals, press 9…

hold for assistance…



19.3 Record Greetings

The process of recording the greeting and whattodo for open, closed, or holiday mode is the same as

recording a personal greeting in a mailbox, only the User ID and password are different. All greeting

and whattodo messages (daytime, nighttime, and emergency) for the main company may be recorded

in User ID 980. Follow this procedure to record the greetings.

From a quiet environment, press intercom and call the system.


Enter User ID: 980

Enter Password

Press [4] to play current personal greeting

Press [4] to scroll to next greeting.

You may continue to press [4] to scroll

through the greetings. When you

hear the greeting number you wish to

record, press [5]

Press [5] to record current greeting.

Press [6] to delete any greeiting.

Enter the number of the greeting you wish

to delete (1-8).

Press [7] to choose greeting.

Listen to the greeting.

Press [5] to record greeting.

Press [8] to record any greeting.

Enter the number of the greeting you wish

to record (1-8).

Record greeting.

Available Personal Greetings Greeting 1: Daytime Greeting Greeting 2: Daytime Whattodo Greeting 3: Nighttime Greeting Greeting 4: Nighttime Whattodo Greeting 5: Holiday Greeting Greeting 6: Holiday Whattodo Greeting 7: Emergency Greeting Greeting 8: Emergency Whattodo

System access code and Passwords may be changed for security purposes.

Greetings 7 and 8 will immediately override the current greeting until the next change from day or night. This change may be done manually or scheduled.

NOTE: Per-channel greetings may be recorded using the same steps as above. To record per-channel greetings, use User IDs 981-983.



19.4 Activate Greetings Once the recordings are completed, they must be activated by placing the system into day and night mode.

Call the system and dial 910

Follow directions and select open or closed mode.

19.5 Emergency Greeting and Whattodo During bad weather or any other circumstance that forces a site to be closed without warning, you may record the system greeting without having to actually be on-site. This is a very powerful feature and should be used with caution. Unlike a normal system greeting, there may not be time to approve the greeting script (unless it is done in advance). And unlike a normal system greeting, the change is immediate. The moment you finish the recording, it goes into effect. The emergency greeting is recorded as a personal greeting for a pre-defined User ID. Recording this User’s greeting replaces the standard system greeting. The pre-defined User IDs for emergency greeting and whattodo are summarized below.

Emergency Greeting: Greeting number 7

Emergency Whattodo: Greeting number 8

19.5.1 Compose Scripts Normally it is sufficient to re-record only the greeting. However, the mechanism to re-record the whattodo is also provided. Take a few moments to compose the script before recording the file.

19.5.2 Record Greetings Follow this procedure to record the daytime greeting.

Call the system.

Enter the system access code 7*.

Enter User ID 980.

Enter Password 980*.

Enter 1 to listen to the current daytime greeting.

Enter 5 to record the daytime greeting.

Repeat these steps for the following User ID: Emergency Whattodo - User ID 980 Password 980*

Call the system after completing the procedure and verify that the appropriate speech plays.

19.5.3 Return to Normal Operation The next time a normal system greeting change is scheduled to occur or processed by hand (manually open/close), the Emergency Greeting/Whattodo will be erased and the normal Open/Close Greeting will start playing automatically. If you wish to continue with an emergency greeting, you must re-record that greeting just after the time of the next scheduled normal greeting change.



20 Audiotext Messages As explained earlier, audiotext messages are those recordings available to callers to give them information that is normally repeated by a human, usually the operator. The use of audiotext messaging will free up the time of those employees who usually spend an inordinate amount of time on the telephone giving callers such information as the company address, directions to the company, the hours of operation, the fax number, etc. The creation of audiotext messages includes an approved script, a person to record the script and the creation of the Instance and User ID to be associated with the audiotext message.

20.1 Add an Audiotext User ID record to the database

Log in to SCREENS


An audiotext User ID may be added to the system using the Add command [F2] or by highlighting the default audiotext User ID (963) and using the Copy command [F6].

Pay special attention to the following fields, and leave all other fields at their default value.

o Instance: the instance associated with the audiotext User (usually 0)

o User ID: the selection callers will make to hear the audiotext message

o User Type: D

20.1.1 Record the Audiotext Message After creating the type D User ID, log in as the new User (the password defaults to the same number as the User ID). New Users are automatically placed into Quick Setup after logging in the first time. While in Quick Setup, be certain to set the following:

Password: Set this to whatever you feel provides adequate security.

Name recording: Record this to state what the User represents (i.e. “Monthly Sales Special”).

Personal greeting: Have the script reader record the audiotext message here.

Listing with directory assistance: Set this up accordingly (i.e., spell out “SPECIAL”)



21 Adding or Changing Scheduler Queue Events If you are not comfortable with DOS, get some help from someone who is.

21.1 Identify Functions to be Added Functions such as switching between day and night mode and nightly maintenance are done by automatically running a batch file according to a pre-determined schedule. If you wish to change or perform additional maintenance functions, you may either modify the existing batch file or create another one. For example, to modify the nightly maintenance routine, make changes to MAINTAIN.BAT in the C:\UTIL directory. For a complete list of pre-defined batch files see the Advanced Administration section of this manual. Lay out the DOS commands to be used in the batch file. For more information on DOS command utilities that are used to control Receptionist, refer to the Advanced Administration section of this manual.

21.2 Back Up Original Version of Batch File If you choose to modify the pre-existing batch file, make a backup copy of it first. Store the backup copy in another directory and set the READ-ONLY attribute bit, using the DOS ATTRIB command. For example, before changing MAINTAIN.BAT, the following command sequence might be issued.

C: CD \UTIL XCOPY MAINTAIN.BAT SAFE\*.ORG ATTRIB SAFE\MAINTAIN.BAT +R

21.3 Create or Change the Batch File Using IEDIT, write or make the changes to the batch file. Be sure to put comments in the batch file explaining your actions.

21.4 Test Batch File Manually execute the batch file and verify that the results of its execution are correct.

21.5 Make a Backup Copy Copy the batch file to another directory in case you or someone else accidentally loses the working copy. For example, a backup copy of the modified version of MAINTAIN.BAT could be saved using the following command sequence.

C:

CD \UTIL

XCOPY MAINTAIN.BAT SAFE\*.NEW

21.6 Add New Event to the Scheduler Queue If the event is a new one, log into SCREENS, select Utilities and then Scheduler. Add (F2) the event, paying special attention to the Command field. This should contain the fully qualified batch filename, including the drive, directory and file extension (.BAT). For example, an additional nightly batch file, named NIGHT2.BAT stored in C:\UTIL would have the Command field set to C:\UTIL\NIGHT2.BAT.



22 Holiday Operation Perfect Voice can be configured to work differently for a holiday or any other scheduled company closing (i.e. closing for inventory). The steps are listed below.

22.1 Compose Holiday Scripts Compose and get approval for the upcoming holiday greeting and whattodo scripts.

22.2 Record Holiday Scripts Follow this procedure to record the holiday greeting.

Log in as the Main Greeting User (User ID 980)

Select Call Management (If new install, call management is automatically selected for you.)

Select Greeting Number 5 (Holiday Greeting)

Re-record the current personal greeting (option 5), reading the script for the holiday greeting.

Verify the recording by selecting 1 to play the current personal greeting. If necessary re-record the greeting.

Repeat the above steps for Greeting Number 6 (Holiday Whattodo). If you do not want to change the whattodo, copy the Greeting Number 2 (Daytime Whattodo) file or the Greeting Number 4 (Night Whattodo) file to the Greeting Number 6 (Holiday Whattodo) file.

22.3 Customize the Holiday.Bat File if You Want to Use the Nighttime Mailbox

The following is the default HOLIDAY.BAT file. If the DAY.BAT and NIGHT.BAT files have been modified for a nighttime mailbox, you need to edit HOLIDAY.BAT if you want to use the nighttime mailbox during holiday operation.

@if NOT "%ECHOSET%=="" echo %ECHOSET% cls echo. echo. Replace the current GREETING and WHATTODO with the holiday version echo. rem echo. Setup for Night time Default mailbox rem SETRCPT /INSTANCE=0 /DEFUSER=940 rem SETUDT /INSTANCE=0 /USER=0 /NODISTURB=Y rem SETUDT /INSTANCE=0 /USER=0 /UNAVAIL=2 rem Set Instance to play holiday greeting (personal greeting 5 & 6) setrcpt /INSTANCE=0 /GREETING=D:\MESG\00000980.UV5 /WHATTODO=D:\MESG\00000980.UV6 setrcpt /INSTANCE=91 /GREETING=D:\MESG\00000981.UV5 /WHATTODO=D:\MESG\00000981.UV6 setrcpt /INSTANCE=92 /GREETING=D:\MESG\00000982.UV5 /WHATTODO=D:\MESG\00000982.UV6 setrcpt /INSTANCE=93 /GREETING=D:\MESG\00000983.UV5 /WHATTODO=D:\MESG\00000983.UV6



setrcpt /INSTANCE=94 /GREETING=D:\MESG\00000984.UV5 /WHATTODO=D:\MESG\00000984.UV6 setrcpt /INSTANCE=95 /GREETING=D:\MESG\00000985.UV5 /WHATTODO=D:\MESG\00000985.UV6 setrcpt /INSTANCE=96 /GREETING=D:\MESG\00000986.UV5 /WHATTODO=D:\MESG\00000986.UV6 setrcpt /INSTANCE=97 /GREETING=D:\MESG\00000987.UV5 /WHATTODO=D:\MESG\00000987.UV6 echo. echo. echo. Holiday greeting will be played until the "WORKDAY" command is issued. echo. echo. Enter the command WORKDAY to return to normal operation. echo. echo.

22.3.1 Editing the HOLIDAY.BAT file

At the DOS prompt, type: IEDIT C:\UTIL\HOLIDAY.BAT

Remove the remark (“rem”) from the following lines as necessary: o rem SETRCPT /INSTANCE=0 /DEFUSER=940 o rem SETUDT /INSTANCE=0 /USER=0 /NODISTURB=Y o rem SETUDT /INSTANCE=0 /USER=0 /UNAVAIL=2

Removing the “rem” from these three command lines in the batch file will set the default to User ID 940, set call blocking for User ID 0 and set the current personal greeting for User ID 0 to number 2.

22.3.2 Schedule When the Holiday Greeting Begins

From SCREENS, select Utilities>Scheduler

Highlight the HOLIDAY event and press [F6] to Copy the holiday event to the queue.

An “Add” screen is displayed. You are prompted to enter a new Jobname.

Edit the event, paying attention to the following fields. Leave the other fields at their default value.

o Jobname: HOLIDAY

o Description: Holiday procedure for xxx (“xxx” is Labor Day, Christmas, etc.)

o Scheduled Date: the first date on which you want the holiday procedure to take effect

o Scheduled Time: the time at which you want the holiday procedure to take effect (usually one minute after the NIGHT.BAT scheduled time)

NOTE If you made any changes to HOLIDAY.BAT, you may need to add this event for each day during the holiday period. If this is the case, make the additional events identical to the one defined above, setting the Scheduled Date (and, if necessary, Scheduled Time) fields appropriately.



22.4 Return to Workday Mode The following is the default WORKDAY.BAT file. Edit this file to return to the workday greeting.

@if NOT "%ECHOSET%=="" echo %ECHOSET%

CLS

setrcpt /INSTANCE=0 /GREETING=D:\MESG\GREETING.RMS /WHATTODO=D:\MESG\WHATTODO.RMS

rem SETRCPT /INSTANCE=0 /DEFUSER=0

rem SETUDT /INSTANCE=0 /USER=0 /NODISTURB=N

rem SETUDT /INSTANCE=0 /USER=0 /UNAVAIL=1

echo.

echo.

echo. Normal operations have been restored

echo.

22.4.1 Editing the WORKDAY.BAT file:

At the DOS prompt, type: IEDIT C:\UTIL\WORKDAY.BAT

Remove the remark (“rem”) from the following lines:

o rem SETRCPT /INSTANCE=0 /DEFUSER=0

o rem SETUDT /INSTANCE=0 /USER=0 /NODISTURB=N

o rem SETUDT /INSTANCE=0 /USER=0 /UNAVAIL=1

Removing the “rem” from these three command lines in the batch file will set the default User to User ID 0, remove call blocking for User ID 0 and set the current personal greeting for User ID 0 to number 1.

22.4.2 Schedule When the Holiday Greeting Ends Schedule the event that places the system back in normal mode.

From SCREENS, select Utilities>Scheduler

Copy [F6] the workday event to the queue, paying attention to the following fields. Leave the other fields at their default value. (This event is normally only scheduled once.)

o Jobname: WORKDAY

o Description: Return to normal operations

o Scheduled Date: the date on which you want normal operations to resume

o Scheduled Time: the time at which you want the holiday procedure to take effect (usually one minute before the DAY.BAT scheduled time)



23 Creating Reports Several reports may be created from Task Manager. After a report is generated, it is displayed on the screen and written to C:\RCPT. The file name of the report is an acronym of the report description with an .LST extension. A description of the fields in each report is available on the last page of each report.

NOTE Task Manager is accessed by typing TASKS at the DOS prompt.

Below is a listing of available reports.

Report Description Report File Name

Receptionist Setup rsu.lst

Phone System Configuration psd.lst

User Directory Manager Information by User ID udi.lst

User Directory Manager Information by Department/Name udm.lst

User Directory Usage by User ID udu.lst

User Directory Usage by Department and Calls udg.lst

User Directory Usage by Department and Calls (simple) use.lst

User Directory Parameters and Privileges by User ID udp.lst

User Directory Dialstring Usage by Dialstring udd.lst

User Directory Unavailable Message Information unv.lst

User Message Summary by Message Count ums.lst

User Messages (Unheard) by User ID and Department umn.lst

User Messages (Heard) by User ID and Department umo.lst

User Message Detail by User ID umd.lst

User Message Detail by Date and Time umt.lst

User Message Events Cross Reference ume.lst

User Message Record Completion Status umr.lst

Distribution Lists by Owner User ID and List Number dll.lst

Distribution Lists by Member User ID dlm.lst

User Notification Events Summary for all Users une.lst

Notification Event Record Summary by COS ner.lst



Receptionist Setup: RSU.LST

This report provides instance setup parameter details for each instance, such as system access codes and maximum record times.

04/15/97 RECEPTIONIST SETUP REPORT Page 1

(rsu 16ay96)

--------------------------------------------------------------------------------

**** Receptionist Instance 0, TELECO INC.

Trace=Yes to device D:\TRACE\TRACE*.LOG

System Access: 999 Direct Message: 997 Hangup: 998

Direct Assist: 9 Direct PersGrt: 996 PersAsst: 1

Default User ID: 0 (Longest UserID:4 )

GREETing file: D:\MESG\GREETING.RMS

WHATTODO file: D:\MESG\WHATTODO.RMS

SPeeCH path: C:\SPCH\

Default MESG path: D:\MESG\

End Who's Calling Silence Time: 2 Max Who's Calling Time: 10

End Personal Mesg Silence Time: 2 Default Max Personal Msg Time: 240

End Leave Message Silence Time: 4 Default Max Leave Msg Time: 120

Answer After Ring: Restart After Message: Yes

Timeouts - Interdigit timer: 3

Action - Default user: 4 Answer - Non Screening: 15

Action - Screening Resp: 2 Answer - Screening: 15

Action - Busy take mesg: 4 Busy Retry Wait: 20

Action - Unavl take msg: 0 Entry - Security Code: 10

Action - Still There: 1 Entry - UserMode Idle: 10

Linetype=0 TOSHIBA STRATA - 280

---- Dialstrings when SCREENING enabled ---- Dialstrings when No-SCREENING

*Trying Extension. SY@ *Trying Extension. SY!@

Hold,get Dialtone SX Hold,get Dialtone SX

Trying w/Dialtone @ Trying w/Dialtone !@

Trying noDialtone SX Trying noDialtone SX

No Answer Return. SX No Answer Return. SX

Busy Return...... SX Busy Return...... SX

Hung Up Return... SZZ Blind Xfer....... YH

Transfer......... H Transfer......... H

No Answer Timeout 15 seconds No Answer Timeout 15 seconds

---- Dialtone wait =4 secs (* = dialstring not used)

Thresholds: Grunt= 100 Hangup= 55 Tone= 95 Voice= 115

Chan 0 Linetype 0 0

Chan 1 Linetype 0 0

Chan 2 Linetype 0 0

Chan 3 Linetype 0 0

Chan 4 Linetype 0 0

Chan 5 Linetype 0 0

Chan 6 Linetype 0 0

Chan 7 Linetype 0 0

Chan 8 Linetype 0 0

Chan 9 Linetype 0 0

Chan10 Linetype 0 0

Chan11 Linetype 0 0

---- Total Channels allocated to instance = 12



Phone System Configuration: PSD.LST

This report provides information on the phone system type and the associated dialstrings.

4/15/97 PHONE SYSTEM CONFIG REPORT Page 1

(psd 16ay96)

--------------------------------------------------------------------------------

Linetype=0 TOSHIBA STRATA - 280

*Trying Extension. SY@ *Trying Extension. SY!@

Hold,get Dialtone SX Hold,get Dialtone SX

Trying w/Dialtone @ Trying w/Dialtone !@

Trying noDialtone SX Trying noDialtone SX

No Answer Return. SX No Answer Return. SX

Busy Return...... SX Busy Return...... SX

Hung Up Return... SZZ Blind Xfer....... YH

Transfer......... H Transfer......... H

Grunt= 100 Hangup= 55 Tone= 95 Voice= 115 Dialtone Wait=4

User Directory Manager Information By User ID: UDI.LST

This report provides a listing of all Users on the system, including department, extension number, and User Type.

--------------------------------------------------------------------------------

04/15/97 USER DIRECTORY MANAGER REPORT Page 5

(udi 21ay96)

Userid Username Department Directory UserType Dialstring

--------------------------------------------------------------------------------

**** Receptionist Instance 0 TELECO INC.

Userid: User ID being reported (1-8 digits)

Username: Name or description for this User ID

Department: Department name

Directory: Dial-By-Name

UserType: User ID type

Dialstring: Phone system dialstring or Alias User ID ("?" if no dialstring and user not locked on Call Block)



User Directory Manager Information By Department/Name: UDM.LST

This report provides a listing of all Users on the system, including department, extension number, and User Type, sorted by Department.

--------------------------------------------------------------------------------

04/15/97 USER DIRECTORY MANAGER REPORT Page 5

(udm 21ay96)

Userid Username Department Directory UserType Dialstring

--------------------------------------------------------------------------------

**** Receptionist Instance 0 TELECO INC.



Department: Department name

Directory: Dial-By-Name


Dialstring: Phone system dialstring or Alias User ID ("?" if no dialstring and user not locked on Call Block)

User Directory Usage by User ID: UDU.LST

This report summarizes how a User is managing their mailbox. For example, it includes the total number of messages in the mailbox and the call screening setting.

--------------------------------------------------------------------------------

04/15/97 USER DIRECTORY USAGE REPORT Page 5

(udu 21ay96)

Userid Username UserType Pooling CBK Scr Nam Unv Msgs

--------------------------------------------------------------------------------



UserType: User ID type (U=User, A=alias, D=directory, B=broadcast, I=IVR)

Pooling: Pooling ID

CBK: Call Block setting (.=not allowed, -=not enabled, D=enabled, L=locked)

Scr: Call screening setting

Nam: Name has been recorded

Unv: Current unavailable message

Msgs: Total messages in message box



User Directory Usage by Department and Calls: UDG.LST

This report gives statistics on how many calls and messages the User has received as well as how many times they have logged in to their mailbox, sorted by department. Calls are also averaged based on a five day work week.

--------------------------------------------------------------------------------

04/15/97 USER DIRECTORY DEPT USAGE REPORT Page 6

(udg 21ay96) Receptionist Instance 0

Userid Username Type Alias/Pool Login msgs calls days wdays cb

--------------------------------------------------------------------------------

******** Totals for All Receptionist instances

******** Users=180 Act=161 Msgs=599 Calls=350480 Cd=1040 Cb=1442



Type: User ID type (U=user, A=alias, D=directory, B=broadcast, I=IVR)

Alias/Pool: Alias-for User ID or pooled-to User ID

Login: Total logins count

Msgs: Total messages received count

Calls: Total calls count

Days: Days since total counts started

Wdays: Business days since total counts started

CB: Estimated calls per business day (Mon-Fri, 5 day weeks)

Summary Line

Users: Total User IDs in group

Act: Total User IDs in group with messages or calls (Active)

Msgs: Total messages being kept by group

Calls: Total calls divided by maximum days gives average calls per day

Cd: Estimated total calls per day (Mon-Sun, 7 day weeks)

Cb: Estimated total calls per business day (Mon-Fri, 5 day weeks)

User Directory Usage by Department and Calls (Simple): USE.LST

This report gives statistics on how many calls and messages the User has received as well as how many times they have logged in to their mailbox. --------------------------------------------------------------------------------

04/15/97 DEPARTMENT CALL SUMMARY Page 4

2

Userid Username cmsg umsg logins calls days wdays avg

--------------------------------------------------------------------------------

******** Users=159 Total Inquiries=323716 Inquiries/day=966 /Sday=1338



cmsg: Caller messages

umsg: User messages

Logins: Total Logins count

Calls: Total calls count

Days: Days since total counts started

Wdays: Business days since total counts started

Avg: Average per the seven day week



User Directory Parameters and Privileges by User ID: UDP.LST

This report provides a listing of the parameters and features the User is authorized to use.

--------------------------------------------------------------------------------

04/15/97 USER DIRECTORY PARAMETER REPORT Page 5

(udp 21ay96)

Userid Username UserType Ali/Pool CBK SCR RNA RES unvs sec msgs sec

--------------------------------------------------------------------------------


Username: Name or description for this userid

UserType: User ID type (U=User, A=alias, D=directory, B=broadcast, I=IVR)

Ali/Pool: Alias or pooling User ID (1 to 8 digits)

CBK: Call Block allowed (CBK=yes, -=no, LOK=locked)

Scr: Screening allowed (SCR=yes, -=no )

RNA: Hold on Ring-No-Answer (RNA=yes, -=no)

RES: Restart After Message (RES=yes, END=no, -=default)

unvs: Number of unavailable messages allowed

sec: Maximum length of each unavailable message in seconds

msgs: Number of messages allowed

sec: Maximum length of each Message in seconds



User Directory Dialstring Usage by Dialstring: UDD.LST

This report provides the call blocking and call screening settings for each User.

--------------------------------------------------------------------------------

04/15/97 USER DIRECTORY DIALSTRING REPORT Page 5

(udd 21ay96)

Dialstring Userid Username Do-Not-Disturb Screening

--------------------------------------------------------------------------------

Dialstring: Phone system dialstring (substituted for @ in system dialstrings)



Do-Not-Disturb: CALL BLOCK setting (.=n/a, -=not enabled, CBK=enabled,

LOK=Locked)

(If "CBK" or "LOK" then extension will not be called)

Screening: SCREENING setting(.=n/a, -=not enabled, SCR=enabled, LSC=Always)

(If "SCR" or "LSC" then SCREENING dialstrings are used)

Dialstring Symbols:(maximum dialstring length is 33 characters)

0 1 2 3 4 5 6 7 8 9 dial touchtone (DTMF) or Pulse

# * dial touchtone (DTMF) or Pulse

A B C D dial touchtone (DTMF) or Pulse

T P touchtone dialing (default) or pulse dialing

E F G high-accuracy switchhook (flash) in pulse mode

@ replaced by the per user dialstring

S perform switchhook (flash)

H hangup (go on-hook)

H1 play "connecting" then hangup

H0 silently stay on line and watch for hangup pattern

X wait for brief time ( 40 ms silence)

Y wait for one half second ( 500 ms silence)

Z wait for one full second (1000 ms silence)



User Directory Unavailable Message Information: UNV.LST

This report provides the number of allowed personal greetings and the currently selected personal greeting for each User.

--------------------------------------------------------------------------------

04/15/97 USER DIRECTORY PERSONAL GREETING REPORT Page 5

(unv 20ay96) Receptionist Instance 0

Userid Description Type Num Sec Cur Flag Filespec

--------------------------------------------------------------------------------

**** Receptionist Instance 0 TELECO INC. 240 D:\MESG\

Userid: Userid being reported (1-8 digits)

Description: Name or description for this User ID

Type: User ID type (U=user, A=alias, D=directory, B=broadcast)

Num: Number of personal greetings allowed (0 - 9, "." if not allowed)

Sec: Maximum duration of each personal greeting in seconds

Cur: Currently selected personal greeting (0 - 9)

Flag: Flag (?=invalid ext, *=single ext, %=other User ID, #=other path)

Filespec: File Specification. If no file applies then blank.

User Message Summary by Message Count: UMS.LST

This report provides the total number of urgent, new, and saved messages for each User as well as the maximum record time for the mailbox.

--------------------------------------------------------------------------------

04/15/97 USER MESSAGE SUMMARY REPORT Page 4

(ums 21ay96)

Userid Username UserType Urg+New+Sav Max Sec Cmsg Umsg Next

--------------------------------------------------------------------------------

**** Instance 0 TELECO INC. 120


Username: Name or description for this userid

UserType: User ID type (U=user, I=Ivr)

Urg: Total URGENT messages in message box

New: Total NEW messages in message box

Sav: Total SAVED messages in message box

Max: Maximum messages allowed

Sec: Maximum message length in seconds

Cmsg: Total messages received from outside callers

Umsg: Total messages received from other users

Next: Next Message Number (mod 9999)



User Messages (Unheard) by User ID and Department: UMN.LST

This report provides information on new messages that have not been listened to.

--------------------------------------------------------------------------------

04/15/97 USER NEW MESSAGES REPORT Page 3

(umn 20ay96) Receptionist Instance 0

Userid MsgNm Sender MsgNm Seconds Date Day Time Wait

--------------------------------------------------------------------------------


MsgNm: Message number of this message (000-999)

Sender: If sent from user mode, this is userid of originator

MagNm: If sent from user mode, this is original message number

Seconds: Length of this message in seconds

Date\Day: Creation date of this message (as year month day weekday)

Time: Creation time of this message

Wait: Days message has been waiting

User Messages (heard) by User ID and Department: UMO.LST

This report provides information on saved messages that have been listened to but have not been deleted.

--------------------------------------------------------------------------------

04/15/97 USER SAVED MESSAGES REPORT Page 13

(umo 20ay96) Receptionist Instance 0

Userid MsgNm Sender MsgNm Seconds Date Day Time Wait

--------------------------------------------------------------------------------



Sender: If sent from user mode, this is User ID of originator

MagNm: If sent from user mode, this is original message number

Seconds: Length of this message in seconds

Date\Day: Creation date of this message (as year month day weekday)

Time: Creation time of this message

Wait: Days message has been waiting

User Message Detail by User ID: UMD.LST

This report provides a summary of messages, sorted by User ID.



User Message Detail by Date and Time: UMT.LST

This report provides a summary of messages, sorted by date and time.

--------------------------------------------------------------------------------

04/15/97 USER MESSAGE DETAIL BY TIME REPORT Page 22

(umt 20ay96) Receptionist Instance 0

Userid MsgNm TS Origid MsgNm Cpy Secs Time Message Filespec

--------------------------------------------------------------------------------



T: Message Type (.=leave mesg FROM non-user, R=mesg Received FROM user)

(S=mesg Sent TO user, F=prefix for mesg Forwarded TO user)

S: Status of received mesg(-=deleted, H=heard not deleted, +=new msg not heard)

Origid: If sent from user mode, this is User ID of originator

MsgNm: If sent from user mode, this is original message number

Cpy: Number of copies (User IDs accessing this message)

(number of "+" and "H" messages on this line and following)

Secs: Length of this message in seconds

Time: Creation time of this message (in hour:minute:second am/pm)

Message Filespec: If no file applies, then blank. If standard file name, then just path.

If non-standard file, then full file specification.

User Message Record Completion Status: UMR.LST

This report shows whether a message was forwarded to a mailbox, the originating User ID, and the terminating information.

--------------------------------------------------------------------------------

04/15/97 USER MESSAGE DETAIL BY RECORD STATUS Page 22

(umr 20ay96)

Inst Userid MsgNm TS Origid MsgNm Secs Time Flags Reason DTMF

--------------------------------------------------------------------------------

Inst: Instance number



T: Message Type (.=leave mesg FROM non-user, R=mesg Received FROM user)

(S=mesg Sent TO user, F=prefix for mesg Forwarded TO user)

S: Status of received mesg(-=deleted, H=heard not deleted, +=new msg not heard)

Origid: If sent from user mode, this is userid of originator

MsgNm: If sent from user mode, this is original message number

Secs: Length of this message in seconds

Time: Creation date & time of this message (in hour:minute:second am/pm)

Flags: Record Flags (Overrun, DTMF, Goodmsg, Appended)

Reason: Reason (Silence, Dtmf, disk FULL, Max message length)

DTMF: Terminating DTMF (or blank)



Distribution Lists by Owner User ID and List Number: DLL.LST

This report provides a breakdown of a User’s distribution lists.

-------------------------------------------------------------------------------- 04/15/97 DISTRIBUTION LIST By LIST REPORT Page 9

(dll 20ay96)

Userid Username Department UserType

--------------------------------------------------------------------------------

Userid: User ID of owner (leading dots)

User ID of list members (indented)

Username: Name for this User ID

Department Department name for this User ID

UserType: Usertype for this User ID + pooling flag (P= pooling enabled)

Distribution Lists by Member User ID: DLM.LST

This report displays every distribution list a particular User is a member of.

--------------------------------------------------------------------------------

04/15/97 DISTRIBUTION LIST By MEMBER REPORT Page 12

(dlm 20ay96)

Userid Username Department UserType List

--------------------------------------------------------------------------------

Userid: User ID of member

User ID of list owner (indented)

Username: User ID name

Department: User ID department name


List: List number (0,1,2,3,4,5,6,7,8,9)



User Notification Events Summary for All Users: UNE.LST

This report provides information on the types of notification a User is allowed. A summary of the class of service, schedule number, and information on pending notifications is also included.

--------------------------------------------------------------------------------

04/15/97 NOTIFICATION EVENT REPORT Page 5

(une 20ay96) Receptionist Instance 0

Userid Username UserType N Msgs COS S# PUC S# OL Tries LastTry Next

--------------------------------------------------------------------------------




N: Notify status (.=Enab/not pend, n=Enab/new, *=Enab/pending, D=Disabled)

Msgs: Number of NEW messages in message box

COS: Class-Of-Service for NEW message left

S#: Schedule number for NEW message COS

PUC: Class-Of-Service for message pick-up

S#: Schedule number for message pick-up COS

O: Once only flags (O=once, .=many)

L: Message Waiting Light (#=new mesg/notify/ON, .=pickup mesg/De-notify/OFF)

Tries: Notification tries ("max" if at maximum)

LastTry: Month day hour minute of last notification

Next: Seconds until next notification attempt (if pending)

User Notification Event Record Summary by COS: NER.LST

This report displays the class of service and schedule number for a User’s notification type.

--------------------------------------------------------------------------------

04/15/97 NOTIFICATION EVENT REPORT Page 3

(ner 20ay96) Receptionist Instance 0

Userid Username Usertype COS Sched PUC Sched

--------------------------------------------------------------------------------




COS: Class-Of-Service for NEW message left

Sched: Schedule number for NEW message COS

PUC: Class-Of-Service for message pick-up

Sched: Schedule number for message pick-up



24 Creating Single Digit Menu Options

24.1 What is a T Box? T boxes (or Transaction boxes) may be used to make a single or multi-level menu tree, offering the caller the option to navigate through the menu with single digit selections. Each level or decision box in a menu tree is represented by a T Box.

24.2 How to Build a Multilevel Menu Tree

24.2.1 Design the tree Don’t even begin a menu tree without first graphically drawing out a flow chart.

Each level or decision box in a menu tree is represented by a T box, where the caller has the following choices:

o Dial 0 - 9, *, or #

o Make no selection (timeout) These choices may link to the following:

Another T Box

A Normal User ID

An Access code defined in Instance Setup:

System Access: (7)

Hangup: (998)

Direct Message: (997)

Directory Assistance: (9)

Direct Personal Greeting: (8)

Number the boxes in the diagram with the corresponding T Box User ID.



24.2.2 Add the T Boxes:

Log in to SCREENS


Press [F2] to add the User ID, selecting “Single Digit Menu” as the User type. (You can also use [F6] to copy the T Box Template – User ID 958 in the User Directory.)

Enter the Instance and User ID based on the Flow Chart you created in the previous step.

Enter the corresponding link (or go to) for each caller option on Screen 2 of 3.

For example:

The above example yields the following results:

Translation Table

Caller Response Value System Response

Caller Dials 0 0 Process User ID 0

Caller Dials 1 205 Process User ID 205

Caller Dials 2 # Treat the 2 as the first digit of User ID and return to Whattodo

Caller Dials 3 9 Access directory assistance

Caller Dials 9 749 Process User ID 749 (which may go back to previous T Box)

Caller Dials * 998 Hang Up

Any other digit blank Flush digits and replay T Box greeting

No response * Go to Whattodo

Greetings in each T Box inform the caller of their options.

NOTE # can be used with or without an extension. For example, #200 would allow extension dialing, but pressing just a 2 will go to 200.



25 System Administration via the Telephone

25.1 System Administrator Menu In addition to the keyboard and SCREENS interface, System Administration may be performed via the telephone. To access the System Administrator Menu:

Call the Perfect Voice system

Log in to the User ID with System Administrator privileges

The following available options are available from the System Administrator menu:

[1] PLAY THE CURRENT DATE AND TIME This option plays the current date and time of the system.

[2] CHANGE SYSTEM TIME This option allows the System Administrator to change the time on the system.

[3] CHANGE SYSTEM DATE This option allows the System Administrator to change the system date.

[4] RESET A PASSWORD This option allows the System Administrator to change a User’s password.

[6] RESET USER ID This option enables the System Administrator to reset a User ID.

[9] RETURN TO USER MENU This option returns you to the User menu.

[0] LOG OUT This option logs you out and returns you to the main system greeting.

[*] REPLAY MENU OPTIONS



25.2 Change System Time or Date If necessary, the date and time on the Perfect Voice system may be adjusted using the following procedure.

Call the Perfect Voice system.


Enter System Administrator User ID: 900

Enter the Password

Press [1 to review the current date and time.

If satisfied with the Date and Time, press [0] to

return to the Whattodo.

Press [2] to change the current Time.

Enter the new Time. (24-hour format)


Press [3] to change the current Date.

Enter the new Date. YYMMDD




26 Music on Hold and Background Music The Flash 8, Octet, Tis16-Series 2, ad Tis16-Series 3 systems have two line-level “RCA” audio jacks (labeled BGM and MOH) to provide music/message-on-hold and/or background music. At system boot-up, the driver (C:\AUDIO\MARSLIB.EXE) looks for specific files in the D:\MESG folder. If they exist, audio output will be enabled. Generic audio files are located at C:\AUDIO,which can be copied to one or both of the following locations: D:\MESG\BGM.RMS (the file for the BGM port) and D:\MESG\MOH.RMS (file for the MOH port).

26.1 Hardware Requirements A three-foot male-to-male RCA/phono cable is provided with this system to connect from the MOH or BGM port to the MOH port on the CIX/CTX. If you need a longer cable, a six-foot cable may be purchased online.

NOTE – International User Only Any external source connected to the Music on Hold (MOH) port must be isolated using an authorized and approved Line Isolation Unit (LIU).

26.2 Enable Music on Hold/Background Music NOTE:

The hardware was recently updated to support 16-kHz sampled audio. The new systems are distinguishable by the inclusion of a RESET button and LED indicators on the LAN interface. Please read the next section carefully.

There are two generic MOH/BGM audio files included with the system. They are in the C:\AUDIO directory:

C:\AUDIO\MOH16.RMS is for the newest hardware that supports 16-kHz sampled audio playback. It is to be used on new hardware only; using it on the older hardware will cause it to play at half-speed.

C:\AUDIO\MOH.RMS is for the original hardware that supports 8-kHz sampled audio playback. It is to be used on old hardware only; using it on the new hardware will cause it to play at double-speed.

No harm will come to the system if the wrong file is used. If the playback sounds incorrect, try the other file.

26.2.1 To enable Music on Hold/Background Music:

Use the command TDLIB /TH- to stop the BGM and MOH output. NOTE: It is important to

stop the BGM/MOH output before changing the file(s). Failure to do so may cause the system to become unstable and halt operation.

Music on Hold: At the DOS prompt, type:

o COPY C:\AUDIO\MOH16.RMS D:\MESG\MOH.RMS - or -

o COPY C:\AUDIO\MOH.RMS D:\MESG\MOH.RMS

Background Music: If the hardware supports both MOH and BGM, at the DOS prompt, type:



o COPY C:\AUDIO\MOH16.RMS D:\MESG\BGM.RMS - or –

o COPY C:\AUDIO\MOH.RMS D:\MESG\BGM.RMS

NOTE: Copy the file to BGM.RMS only if the hardware supports both MOH and BGM. Copying the file on non-supporting hardware may cause the system to lockup.

Perform a warm boot or use TDLIB /TH to re-start the BGM and MOH output.

26.3 Disable Music on Hold/Background Music

Use the command TDLIB /TH- to stop the BGM and MOH output. NOTE: It is important to stop the BGM/MOH output before changing the file(s). Failure to do so may cause the system to become unstable and halt operation.

Music on Hold: At the DOS prompt, type: DEL D:\MESG\MOH.RMS

Background Music: At the DOS prompt, type: DEL D:\MESG\BGM.RMS

Perform a warm boot or use TDLIB /TH to re-start the BGM and MOH output.

26.4 Customizing Music on Hold/Background Music If you would like to use your own custom recording for music on hold, please contact technical support for help with conversion into the proper format. Please be sure to let them know which hardware version you have. If you are not sure which version of hardware you have, technical support will be able to assist you.

26.5 Changing the File after the System has Started To change the file after the system has started, use the following procedure:

Use the command TDLIB /TH- to stop the BGM and MOH output. NOTE: It is important to stop the BGM/MOH output before changing the file(s). Failure to do so may cause the system to become unstable and halt operation.

Copy the new file to the proper location given above.

Advanced Administration


ADVANCED ADMINISTRATION



27 Create a Batch File A batch program is a text file that contains a series of commands that DOS carries out when you type its name at the command prompt or add the batch program as an event in the Scheduler queue of Perfect Voice. DOS commands and batch commands can be used in all batch programs. If you are not comfortable with DOS, get some help from someone who is before performing this task.

27.1 Determine Purpose of Batch File After determining why the batch file is needed, determine what functions the batch file will perform. Plan out the DOS commands to be used in the batch file. For more information on DOS command utilities that are used to control Receptionist, refer to the following section on DOS Command Line Utilities. If using 6.22 version of MS-DOS, on-line help is available on all MS-DOS commands by typing the following command from any command prompt: help

27.2 Write the Batch File It would be beneficial to someone who may be viewing the file in the future to include comments in the batch file explaining the actions. For more information on editing files, refer to the DOS manual supplied with the system.

27.3 Test the Batch File Any batch program that is created should be tested for correctness by manually executing the batch file. Execute the batch program by typing the name of the file at any DOS command line then either access SCREENS or call the Perfect Voice system to verify that the results of its execution are correct.

27.4 Insert the Batch File in Scheduler The batch file may be inserted into the queue of the Scheduler if the purpose of the batch file is to change the functions of the system or Users on a periodic basis. Refer to Scheduler in the System Configuration section of this manual for more information on scheduling an event.



28 DOS Command Line Utilities This section provides information about various utilities supplied with Perfect Voice. These utilities are used in some of the batch files supplied with Perfect Voice. They can also be used to further enhance and customize a system.

28.1 Command List

C:\UTIL\BEEP.COM . ............Make the PC speaker beep.

C:\UTIL\CHECKMEM.EXE .....Check the availability of conventional RAM.

C:\UTIL\CHKSUM.EXE ..........Calculate a 16-bit CRC for file(s).

C:\UTIL\CHKXMS.EXE ..........Check the availability of XMS RAM.

C:\UTIL\DATETIME.EXE .......Display the current date and time.

C:\UTIL\DELAY.COM ............Pause foreground processing momentarily.

C:\UTIL\DELTREE.COM ........Delete files and directories from a path.

C:\UTIL\DSKSPACE.COM ......Check on the availability of disk space.

C:\UTIL\FILECPY.EXE ............Copy a file with prompting.

C:\UTIL\GETCPU.EXE ...........Inquire CPU processor type.

C:\UTIL\GETOPT.COM .........Inquire User options.

C:\UTIL\GETYESNO.COM .....Inquire User response to Y/N question.

C:\UTIL\MAJORDOS.COM ....Inquire major DOS version number.

C:\UTIL\MAPMEM.EXE ........Display map of conventional memory usage.

C:\UTIL\PREBACK.EXE..........Calculate bytes required for a backup.

C:\UTIL\SHUTDOWN.BAT ....Gracefully shuts down the system. Stops any new calls from being processed.

C:\UTIL\TRACECPY.EXE ........Copy RAMdrive trace information to permanent file.

C:\UTIL\TRCFILT.EXE............Filter single channel information from trace file.

C:\UTIL\WARMBOOT.COM ..Perform a warmboot of the system.

C:\AUDIO\CPMAGC.EXE ......Adjust the volume level of a speech file.

C:\AUDIO\CPMLOAD.EXE ....Load audioboard device driver parameters.

C:\AUDIO\CPMPLAY.EXE .....Play a speech file to the PC speaker.

C:\AUDIO\REMOTE.EXE .......Configure remote communications parameters.

C:\AUDIO\SCHED.EXE ..........Configure scheduler parameters.

C:\RCPT\SENDMSG.EXE .......Send a speech file to a User as a message.

C:\RCPT\SETBCAST.EXE .......Add all Users in an Instance to a distribution list.

C:\RCPT\SETCHAN.EXE ........Set Perfect Voice channel parameters.

C:\RCPT\SETNTFY.EXE .........Set Perfect Voice notification parameters.

C:\RCPT\SETRCPT.EXE .........Set Perfect Voice automated attendant parameters.

C:\RCPT\SETUDT.EXE...........Set Perfect Voice User ID parameters.



28.1.1 BEEP

Usage: C:\UTIL\BEEP.COM <frequency> <beep_time> <silence_time> <repeat>

Description: Make the PC speaker generate a tone, repeating if desired.

Parameters: frequency: the frequency of the tone to generate in Hertz.

beep_time: the time duration of each tone component in ms. silence_time: the time duration of each silence component in ms. repeat: number of times to repeat tone/silence cycle

Exit error-levels: Exit error levels are defined as follows.

0 = no errors.

not 0 = syntax error on command line

28.1.2 CHECKMEM

Usage: C:\UTIL\CHECKMEM.EXE <kbytes>

Description: Check to see if there are kbytes kilobytes of free contiguous conventional memory.

Parameters: kbytes: number of kilobytes to check for

Exit error-levels: Exit error levels are defined as follows:

0 = no errors.

not 0 = specified conventional memory is not available

28.1.3 CHKSUM

Usage: C:\UTIL\CHKSUM.EXE <file_spec> /S

Description: Calculate and display the 16-bit CRC for the file or files specified by file_spec. If more than one file matches the file specification (wildcard in spec or /S specified), a group CRC is also calculated.

Parameters: file_spec a: file specification for a one or more files (wildcards allowed)

/S: search for matching files in subdirectories, too.

Exit error-levels: Exit error levels are defined as follows:

0 = no errors.

not 0 = syntax or other error

28.1.4 CHKXMS

Usage: C:\UTIL\CHKXMS.EXE <kbytes>

Description: Check to see if there are kbytes kilobytes of free XMS memory.

Parameters: kbytes number of kilobytes to check for


0 = no errors.

not 0 = specified XMS memory is not available



28.1.5 CPMAGC

Usage: C:\AUDIO\CPMAGC.EXE <infile> <outfile> <dB_level>

Description: Adjust the volume level of a speech file.

Parameters: infile: The input speech file to adjust.

outfile: The output, adjusted speech file.

dB_level: The format of this parameter can be one of three types. If the parameter is preceded by a +, the volume of the speech file is increased by dB_level dB: If the parameter is preceded by a -, the volume of the speech file is decreased by dB_level dB. If neither appears, and this parameter is specified, the volume level of the speech file is brought up (or down) to -dB_level dB.


0 = output file created with no errors.

not 0 = error encountered during processing

28.1.6 CPMLOAD

Usage: C:\AUDIO\CPMLOAD.EXE <infile>

Description: Configure the audioboard device driver with CPM patterns, default thresholds, IBS definitions, etc. from a configuration file.

Parameters: infile: The input configuration file to use (usually C:\RCPT\RCPT.CFG).


0 = no errors.


28.1.7 CPMPLAY

Usage: C:\AUDIO\CPMPLAY.EXE <infile>

Description: Plays the speech file, infile to the PC speaker.

Parameters: infile: The input speech file to play.


0 = no errors.


28.1.8 DATETIME

Usage: C:\UTIL\DATETIME.EXE

Description: Display the current system date and time, including the weekday.

Parameters: none

Exit error-levels: not implemented



28.1.9 DELAY

Usage: C:\UTIL\DELAY.COM <delay_time>

Description: Delay foreground processing for at least delay_time seconds. If a key is pressed during the delay period, processing continues with the next line in the batch file.

Parameters: delay_time the minimum delay time in seconds


28.1.10 DELTREE

Usage: C:\UTIL\DELTREE.COM <path>

Description: Delete all files in path along with all files and directories below path. When done, remote the lowest level directory in path, too. If a read-only file is encountered, processing stops. Previously deleted files are not recovered.

Parameters: path the path from which all files and directories are deleted.


0 = no errors.

1 = Not successful, path not found

2 = Not successful, read-only file encountered

3 = Not successful, syntax error or other failure

28.1.11 DSKSPACE

Usage: C:\UTIL\DSKSPACE.COM /parameter1=value1 /parameter2=value2, etc.

Description: Check on how much disk space is available on a hard drive. Space can be specified in minutes of messaging or kilobytes.

Parameters: /DRIVE=<d> Specify drive number to check.

/MINUTES=<n> Specify space to check for in minutes. /KBYTES not allowed if this qualifier is used.

/KBYTES=<n> Specify space to check for in kilobytes. /MINUTES not allowed if this qualifier is used.


0 = requested space is available on drive

1 = requested space is not available on drive

2 = syntax or other error

28.1.12 FILECPY

Usage: C:\UTIL\FILECPY.EXE

Description: This program prompts the User for the two files required to perform a copy, the file being copied and the file being copied to. If the output file already exists, the User is prompted to confirm overwrite. If the output file is write-protected, or if the destination disk drive does not have enough space, the program fails.

Parameters: none




28.1.13 GETCPU

Usage: C:\UTIL\GETCPU.EXE

Description: This program determines the processor type and returns an error level based on it.

Parameters: none

Exit error-levels:

86 = 8088/8086 processor

286 = 80286 processor



28.1.14 GETOPT

Usage: C:\UTIL\GETOPT.COM "prompt"

Description: This program prompts the User for an option and returns an error level based on the pressed key. This allows batch programs to present a list of numbered options with the ECHO command and prompt the User for a selection. The error return from this command is then evaluated to determine the option selected.

Parameters: prompt the prompt string, enclosed in quotes

Exit error-levels:

0 = User pressed 0

1 = User pressed 1

2 = User pressed 2

3 = User pressed 3

4 = User pressed 4

5 = User pressed 5

6 = User pressed 6

7 = User pressed 7

8 = User pressed 8

9 = User pressed 9

11 = User pressed F1












23 = User pressed Esc



28.1.15 GETYESNO

Usage: C:\UTIL\GETYESNO.COM "prompt? Y/N"

Description: This program prompts the User for a Yes/No answer and returns an error level based on the letter pressed. This allows batch programs to present a Yes/No question prompt the User for an answer. The error return from this command is then evaluated to determine the answer.

Parameters: prompt? the prompt string, enclosed in quotes asking for Y or N response

Exit error-levels:

0 = User selected “No”

1 = User selected “Yes”

2 = User selected something other than “Yes” or “No”

28.1.16 MAJORDOS

Usage: C:\UTIL\MAJORDOS.COM

Description: This program determines the major MS-DOS version and returns it in the error level.

Parameters: none

Exit error-levels: the major MS-DOS version number

28.1.17 MAPMEM

Usage: C:\UTIL\MAPMEM.EXE

Description: This program provides a brief summary of conventional memory usage.

Parameters: none


28.1.18 REMOTE

Usage: C:\AUDIO\REMOTE.EXE /parameter1=value1 /parameter2=value2, etc.

Description: Configure Klinic’s remote communications parameters.

Parameters: TSR Control

/INIT Startup Remote Access capabilities.

/CONNECT Force LOGIN (override password) if in Password

/LGI Same as /CONNECT.

/DISCONNECT Force Hang-up current remote session.

/LGO Same as /DISCONNECT.

/WHAT Just display the status of the REMOTE TSR

/VERBOSE Show details of transactions



To Suspend or resume all COMx port activity:

/STOP suspends all remote activity until a /START is given.

/HOLD Same as /STOP.

/START resumes remote activity until a /HOLD is given.

/RESUME Same as /START.

Communications Configuration

/PASSWORD=<pw> Specify the password (1-8 characters) for remote access.

/TRY=<n> Specify maximum password fails until shutdown.

/HAYES Use HAYES AT and modem signals. (Default)

/MDM Use Only modem signals. (async network)

/LOCAL Use Only DSR signal (null modem).

/ANSI=<n> Specify ANSI driver compatibility mode 0 (Default) or 1.

Additional Communications Configuration Qualifiers for /HAYES

/RING=<n> Specify rings to wait before answer. (Default=2)

/BELL Answer with BELL 212A carrier (USA) (Default)

/B212A Same as /BELL

/CCITT Answer with CCITT V.22 carrier (International)

/V22 Same as /CCITT

COM port Configuration qualifiers

/D8N byte size is 8 bits and NO parity bit. (Default)

/D7E byte size is 7 bits and Even parity bit.

/D7O byte size is 7 bits and Odd parity bit.

/D7S byte size is 7 bits and Space (0) parity bit.

/D7M byte size is 7 bits and Mark (1) parity bit.

/SB2 byte has 2 stop bits. (Default=1 stop bit)

/SPD Specify baud rate (300,1200,2400) (Default 2400) (3600,4800,7200,9600,12000,14400,19200)

/SPEED=<n> Same as /SPD

/BAUD=<n> Same as /SPD

/SET Change/Reset COM using /COM and /IRQ

/COM=<n> Specify COM port to configure or check (1=3F8,2=2F8,3=3E8,4=2E8)

/IRQ=<n> Specify IRQ for COM port (2-5) (default COM1/3=4 COM2/4=3)



Real Time Status Line

/SRW=<n> Specify row for pop-up status line. (0-24)

/SCL Specify column for pop-up status line. (0-79)

/OFF turn OFF pop-up status line.

/MONO turn ON pop-up status in Black/White

/COLOR turn ON pop-up status in Color (if color controller)


0 = no errors.


28.1.19 SCHED

Usage: C:\AUDIO\SCHED.EXE /parameter1=value1 /parameter2=value2, etc.

Description: Configure Klinic’s scheduler parameters.

Parameters: Scheduler Control

/HOLD suspends execution of events until a /START is given.

/STOP Same as /HOLD.

/START restart execution of events until a /HOLD is given.

/UPDATE Schedule the first (oldest) event in the queue.

/WHAT Just display the status of the Scheduler.

/OUTPUT=<fn> directs /LOG messages to <fn> file.

/MONO display pop-up window in Black/White

/COLOR display pop-up window in Color (if color controller)

QUEUE Control

/DELETE deletes the event specified by /CMD or /NAME.

/INSERT Insert event defined by time, /NAME and /CMD.

/RESCHEDULE Update first event in queue with /NAME and/or /CMD qualifiers.

/LIST Display a listing of all events in the queue.

/QUEUE=<fn> Explicit specification of queue name (testing only)

/LOG Prints the top event in the queue file to the log

Event Action Control

/NAME=<text> specifies the name of this event.

/CMD="text" specifies the text of the command to execute at the event.

Event Scheduling Control

/STYLE=<x> Re-scheduling type {ABCD}. Default=C.

/INCMIN=<n> If Style=D, reschedule every "n" minutes.



/DAYS=xxxxxxx Automatic reschedule days. Where x= Y/N, Mon-Sun.

/NOW incremental date/times based on NOW instead of scheduled.

/ABS=<datetime> specifies absolute date/time as MM/DD/YY;HH:MM for event.

/DATE=<date> specifies absolute date as MM/DD/YY for an event.

/TIME=<time> specifies absolute 24-hour time of day as HH:MM for an event.

/TIME=<time> specifies absolute 12-hour time of day as HH:MMx for an event.

/AFTER=<time> schedules event HH:MM from current time as HH:MM in event.

/TOMMORROW schedules for scheduled date + 1 day.

/WEEK schedules for scheduled date + 1 week.

/NEXT_MONTH schedules for scheduled date + 1 month.

/DAY specifies reschedule on <day> at the same time. day may be /MONDAY /TUESDAY ... /SUNDAY

/LAST specifies a date of the last day of the month.


0 = no errors.


28.1.20 SENDMSG

Usage: C:\RCPT\SENDMSG.EXE /parameter1=value1 /parameter2=value2, etc.

Description: Send a speech file to a User as a message.

Parameters: /INSTANCE=<n> Specify Instance of User to send message to.

/USER=<n> Specify User ID to send message to.

/MESG=<fname> Specify complete message filename to send as a message.

/URGENT Mark as urgent

/PRIVATE Mark as private

/CANCEL Cancel notification of message.

/ARC Send message file only if archive bit is set, then clear archive bit

/LASTMESG=<n> Force next message number value


0 = no errors.


28.1.21 SETBCAST

Usage: C:\RCPT\SETBCAST.EXE /parameter1=value1 /parameter2=value2, etc.

Description: Add all Users in an Instance to a distribution list. This can used to add all Users to a type B User’s list 0 (the public list) or to any one of the 10 private lists for a type U User. The Users added to the distribution list can be restricted to only those whose User ID records contain a specified department.

Parameters: /INSTANCE=<n> Specify Instance of User to work with.

/USER=<n> Specify User ID to work with.



/LIST=<n> Specify the list number to change (default=0)

/DEPT=<name> only add Users whose DEPARTMENT field is name.

/CLEANUP Clean up distribution lists (older systems only)


0 = no errors.


28.1.22 SETCHAN

Usage: C:\RCPT\SETCHAN.EXE /parameter1=value1 /parameter2=value2, etc.

Description: Change Channel Setup database parameters.

Parameters: /CHANNEL=<n> Specify the channel number to work with.

/INSTANCE=<n> Specify the main Instance number for channel.

/LANGUAGE=<n> Specify the language Instance number for channel.

/RINGWAIT=<n> Specify the number of rings to wait before answering a call on channel.

/TRACE=Y,N,D Specify trace setting for channel.


0 = no errors.


28.1.23 SETNTFY

Usage: C:\RCPT\SETNTFY.EXE /parameter1=value1 /parameter2=value2, etc.

Description: Change Notify Setup Parameters

Parameters: /TRACE=Y,N Specify trace flag

/LOGNAME=<fname> Specify log filename

/LOGFLAG=Y,N Specify whether or not logging is performed.

/SPCHPATH=<path> Specify notification speech path


0 = no errors.


28.1.24 SETRCPT

Usage: C:\RCPT\SETRCPT.EXE /parameter1=value1 /parameter2=value2, etc.

Description: Change Instance Setup Parameters

Parameters: /INSTANCE=<n> Specify Instance number to work with.

/DEFUSER=<n> Specify default User ID

/GREETING=<fname> Specify GREETING filename

/WHATTODO=<fname> Specify WHATTODO filename

/STILTHER=Y,N Specify STILTHER.RMS playback

/GRUNTSEC=<n> Specify Still There Wait value

/RESTART=Y,N Specify Endcall setting



/TRACE=Y,N Specify TRACE flag

/MEXP Set new/old/list message expiration to 0.


0 = no errors.


28.1.25 SETUDT

Usage: C:\RCPT\SETUDT.EXE /parameter1=value1 /parameter2=value2, etc.

Description: Change User ID Parameters

Parameters: /INSTANCE=<n> Specify Instance number of User to work with.

/USER=<n> Specify User ID to work with.

/INIT Reset statistics for User (if call count is not 0).

/EXTENSION=<xxx> Specify extension dialstring for User.

/NODISTURB=Y,N Specify do not disturb setting for User.

/SCREENING=Y,N Specify call-screening setting for User.

/UNAVAIL=<n> Specify current personal greeting number for User.

/MESSAGES=Y,N Specify Caller Messaging? flag for User.

/MAXMSGS=<n> Specify message count quota for User.

/NAMEREC=Y,N Specify personal name recorded flag for User.

/ALTID=n Change the Alternate User ID.

/ALTIN=n Change the Alternate instance.

/UPG41 Reset PAGING and COVERAGE fields.

/XFERTYPE=A,B,H,T,D Set transfer type.

/MEXP Set new/old/list message expiration to 0.

/MSGPATH=PATH Specify the message path of the User.


0 = no errors.


28.1.26 TRACECPY

Usage: C:\UTIL\TRACECPY.EXE <infile> <outpath> <min_bytes>

Description: This program copies trace log information from infile and places it in outpath, naming the output file according to the next filename in the sequence. After copying the file, the original trace log file is deleted. No copy is performed if less than min_bytes of space exists on the target drive.

The output files are named according to the month and date of the month. If this command is run more than once a day (usually this is the case), the file extension reflects the sequence number. For example, the first file copied from December 16 is TRACEK16.L01. The second file in the sequence is TRACEK16.L02 and so on.

Parameters: none



Exit error-levels: 0 = no errors

1 = Source trace file not found.

2 = Rename doesn't work, couldn't open source trace file.

3 = Dest dir not found, can't get size of dest drive

4 = Not enough space on target drive

28.1.27 TRCFILT

Usage: C:\UTIL\TRCFILT.EXE /parameter1=value1 /parameter2=value2, etc.

Description: This program extracts the trace information for a specific channel from a trace log file. It is useful in decreasing the size of the trace log file to speed file transfers. It can also help in making the trace easier to read.

Parameters: /INPUT=<infile> the input trace log file

/OUTPUT=<outfile> the output trace log file

/CHANNEL=<n> the channel number for which trace messages are extracted

Exit error-levels: 0 = no errors

1 = no matching trace information found in input trace file

2 = syntax error on command line

28.1.28 WARMBOOT

Usage: C:\UTIL\WARMBOOT.COM

Description: This program warmboots the system. Note that for some sites, this may hang the system without restarting it. Never execute this program remotely without having someone on site whom you can reach to boot the system manually.

Parameters: none


29 Batch File Descriptions

29.1 Quick Commands

DAY Sets the system in day mode

NIGHT Sets the system in night mode.

HOLIDAY Sets the system in Holiday mode

WORKDAY Sets the system in workday mode

HOLD Holds the scheduler

LIST Lists the scheduler queue

BACKITUP Backup batch job

IEDIT Used to edit any text file 64K or shorter

IVIEW Used to view a text file

IVIEWEND Used to view a text file from the end of the file.

USERID Changes the word password to guest room



29.2 Diagnostic Tools

NTFYTOFF Turns off notify trace

NTFYTON Turns on notify trace

TRACEOFF Turns receptionist trace off

TRACEON Turns receptionist trace on

TRCPY Copies the trace information from ramdrive to harddisk

BYE Logs out of remote mode

FILES Displays the active files and applications

MAINTAIN Runs the maintenance batch job

STOPIDE +? Generates hard drive and disk key information



30 Backing up the System A backup can be made by manually downloading the following files:

C:\RCTP\DB*.DAT

D:\MESG\*.*



31 Creating On Hold Messages While processing a call from a busy or queued extension, the voice system offers callers the option to hold and retry later. If the caller selects to hold, the system may be configured to play a sequence of pre-recorded speech files. The speech files may contain promotional messages, music or anything else that lends itself to being subdivided into short segments.

31.1 File Naming and Playback Logic Up to 100 audio segments may be created. The segments reside in the same directory as other system speech (i.e. C:\SPCH). The files are named BUSYWT0.RMS, BUSYWT1.RMS, BUSYWT2.RMS, BUSYWT3.RMS, and so on. After system restart, a channel is set to play BUSYWT0.RMS when a caller selects to hold during the busy or queuing menu. The second time a caller selects to hold, the file, BUSYWT1.RMS is played. Each time a caller selects to hold, the next file in the sequence is played. This continues until the next file in the sequence cannot be found, at which time BUSYWT0.RMS is again played and the sequence is restarted. The sequence is not restarted when a new call is received. Instead, the sequence just picks up from where the last call left off. For information on how to record custom speech files, refer to the System Administration section of this manual.

31.2 Hold Time Considerations With on-hold messages, the hold time is a function of the time required to play back each message plus this field (seconds). The value of Busy Hold Retry Time (under Instance Setup in SCREENS) should be set to 1. You may want to keep the lengths of the on-hold recordings consistent to provide consistent hold periods.

31.2.1 Caller Options During Hold You may want to provide verbal instructions to the caller as part of the on-hold message. The following are options available to the caller during the hold period.

A caller may press # to skip past the hold period.

A caller may press 0 to reach the default User (operator) or the User’s Personal Assistant.

The caller may press * to go back to the main greeting (to try another extension).

If the User for whom the caller is holding has messaging privileges, the caller may press 1 to leave a message during the on-hold message



32 Eliminating DTMF Detection Problems The ability of Perfect Voice to properly detect DTMF tones is controlled by many factors, some of which may or may not be under the control of the Perfect Voice installer. Following is a list of these factors along with a suggested way of correcting the problem.

Cause of DTMF detection problems Action to correct

High volume level of outgoing speech (i.e. greeting, etc.).

Re-record the greetings.

Signal loss through the originating telephone system, originating central office, long distance service, local central office, and telephone system to which Perfect Voice is connected.

Work with all parties to document and resolve signal loss for each leg of the circuit.

DTMF quality from calling party. This is usually indicated by an isolated complaint. If so, suggest alternate equipment.

DTMF duration settings in SCREENS. The minimum expected DTMF during silence, prompt and message playback or recording in Telephone System Parameters may need to be adjusted from the default settings. These settings supersede the ‘D’ parameter setting and DTMF_ACTION qualifiers in the RCPT.CFG if the microcode of the VP4E II board is 04JUL95 or later.



33 Eliminating Phantom Calls to the Default User

33.1 What are Phantom Calls? If no DTMF tones are entered during the main greeting, Receptionist automatically transfers the call to the default User. If, however, Receptionist detects a disconnect at any time during a call, the call is terminated as quickly as possible. A phantom call is defined as a trunk call transferred to the default User from Receptionist even though the caller has already hung up. This results from information not being presented to Receptionist to indicate that the caller has hung up. This information may come to Receptionist from the telephone system in the form of IBS digits and/or CPM tones. To signal a disconnect condition to Receptionist, the telephone system must receive information from the Central Office. Ideally, the information is also received in a timely manner. The timing or even the existence of this signal from the Central Office usually depends on the grade of service associated with the trunks and the type of switch at the Central Office. For example, loop-start trunks from an older Central Office may not even signal the disconnect at all, while ground start trunks will almost always signal the disconnect immediately. After detecting the disconnect signal from the Central Office, the telephone system normally presents a wink, IBS hang-up digits and/or CPM tones (i.e. reorder tone) to Receptionist. A wink and IBS hang-up digits can be detected and acted upon by Receptionist at almost any time during the call process. CPM tones indicating hang-up may not be acted upon immediately as outgoing speech can sometimes interfere with its detection. Even so, if the telephone system presents a wink, IBS digits and/or CPM tones to indicate a disconnect condition soon after the caller hangs up, it should be possible to virtually eliminate phantom calls. If the Central Office is slow to signal the disconnect condition, the call may end up at the default User anyway. In these situations, it is a matter of how much time elapses between the moment the caller hangs up and when Receptionist sends the call to the default User. For example, a phantom call may or may not be generated if the caller hangs up at the following times.

immediately after the system answers

sometime during the main greeting

just before the end of the main greeting

immediately after reaching a User’s personal greeting

sometime during a User’s personal greeting

just before the end of a User’s personal greeting Note that a phantom call is not generated if a User hangs up while logged into User Mode. Instead, Receptionist simply times out, while waiting for a response and terminates the call.

33.2 Check IBS programming If the telephone system is capable of sending IBS digits, ensure that Receptionist and other applications have been configured appropriately. For Receptionist, check the IBS patterns to see that a “HXX” pattern exists to match the digit string sent by the telephone system. For more information on IBS pattern definitions, refer to System Menu: Integrations menu in the System Configuration section of this manual.



33.3 Check the audio driver configuration file If the telephone system sends only CPM tones to indicate a disconnect condition, and the software has been upgraded from an earlier version of Perfect Voice, verify the audio driver configuration file is the latest version. The latest version of the configuration file for the telephone system may be obtained from Teleco Technical Support. If the configuration file is the latest version, contact Teleco Technical Support for more assistance.

33.4 Consider grunt detection If the telephone system is not capable of detecting the disconnect signaling from the central office or if the central office does not present the disconnect signal at all or in a timely manner, configure the system to use grunt detection. Grunt detection is not as effective as true disconnect signaling, but will reduce the number of phantom calls. A system using grunt detection does not unconditionally transfer a caller to the default User. Instead, the caller is asked to confirm his presence by speaking. Before transferring a call to the default User, the system plays the following prompt. “To speak with the operator, please say ‘yes’ after the tone.” If the caller responds by saying, “yes”, the call is transferred to the default User. In reality, if the caller says anything at all, including, “no”, the call is transferred. In other words, the caller only needs to make a sound (thus the term, grunt detection). Before enabling grunt detection, check with the customer. Some customers are sensitive about this feature and do not want it, even if it means a reduction in the number of phantom calls. Explain how grunt detection functions and that it is easily enabled and disabled.

33.5 Enable grunt detection To enable grunt detection, access SCREENS. Select the Receptionist Menu, then Instance Setup. Using the edit (F4) feature, set the following field values for each Instance.

Still There Wait: set to 4

Play STILTHER.RMS?: set to Y Listen in with a line monitor and ensure that Receptionist handles the call appropriately. Check all of the timing cases listed above for both a trunk and a station call.



34 Generating Short Term Diagnostic Trace

34.1 What is TRACE? At times, it may be necessary to gather diagnostic information to help troubleshoot a system. This diagnostics information is referred to as a trace. This trace data provides information about system behavior during the course of one or more calls. The information is in ASCII form, so it can be printed or viewed on the screen. Each of the voice system’s major software components can be configured to generate trace output. Receptionist trace, for example, records the DTMF digits pressed by a caller, the channel number, the name of each speech file being played back, the DTMF digits dialed by the system, and much more. Notify trace provides information about why a notification failed or why it was not even attempted. Trace output can be directed either to the screen or a file. Note the caution below regarding the configuration of trace output. CAUTION: Enabling trace output may severely affect the performance of a system. In some

situations, system failure could result if proper procedures are not followed. This section describes the procedures for gathering short term trace information.

34.2 Before Beginning This procedure assumes that the problem situation can be reproduced when necessary. The basic procedure is to enable trace output, reproduce the problem situation and quickly disable trace output. The goal is to minimize trace output, which, in turn, minimizes its effect on system performance.

34.3 Delete any existing Trace File From the DOS system prompt, key in the following command: DEL D:\TRACE\TRACE*.LOG

34.4 Configure Trace Output Parameters To gather Receptionist trace information, in SCREENS, select Receptionist Menu, then Instance Setup. To gather Notify trace information: in SCREENS, select Notify, then Setup Parameters.

Edit (F4) the appropriate Instance, setting the following fields as specified.

o Enable Trace?: N

34.5 Enable trace Key in only ONE of the following commands from any DOS prompt if trace is going to the screen.

TRACEON (use this command to enable Receptionist trace)

NTFYTON (use this command to enable Notify trace)



34.6 Reproduce the Problem Situation After enabling trace, reproduce the problem situation. Be as quick as possible without compromising the quality of the test to minimize the impact of trace on system performance.

34.7 Disable Trace Key in the appropriate command from any DOS prompt.

TRACEOFF (use this command to disable Receptionist trace)

NTFYTOFF (use this command to disable Notify trace) The file, D:\TRACE\TRACE*.LOG contains the trace information about the problem in question. This ASCII file can be handled just as you would any other ASCII file. It can be viewed on the screen, copied to a floppy disk and printed, or imported into a word processing document. To view a log file, type IVIEW D:\TRACE\TRACExx.LOG, where xx is the specific log file to view.

34.8 Reading the Trace File The following text is an example of a test call captured with Receptionist trace in which the operator transferred a caller into the system using the Direct Message code of “997” followed by the User ID (221). Each line of the Receptionist trace file contains the time, the channel number C#XX, the Instance {X} followed by the state of the channel and any incoming ring or tones.

(09:35:27.64) C#00 {0} IDLE + tmr_2<ffff> => <(3)>

CK_DB, CPMOFF OXFR, CTMR 0, CTMR 1, CTMR 2, STMR 2=240s, wait...

<-----96 04 22----->

(09:38:41.91) C#00 {0} IDLE + RING(425) => <(1)> <[WHATTODO]>

CK_DB, CTMR 2, GOIFRING, *OFFHOOK(1)* <(25)> CPMOFF CTMR 1, SYSTMR 1=18t,

wait...

(09:38:42.46) C#00 {0} WHATTODO + DTMF=====[9] => {1st-DID}

<(5)> <[GETUSRID]>

CANCO CPMOFF CTMR 2, CTMR 1, CTMR 0, STMR 0=3s, GDIG, <[GETDIGS]> wait...

(09:38:42.90) C#00 {0} GETDIGS + DTMF=====[9] => <(35)>

CANCO CTMR 0, GET2ND, STMR 0=3s, wait...

(09:38:43.23) C#00 {0} GETDIGS + DTMF=====[7] => <(35)>

CANCO CTMR 0, GET2ND, <[GETUSRID]> GOTXUSER <(56)> <[MSG_997]> PFILE

{Play C:\SPCH\entercli.RMS} {eof 0} pause(eof)...

(09:38:43.40) C#00 {0} MSG_997 + eof-play<3:0> ->

pause(eoo)...

(09:38:43.56) C#00 {0} MSG_997 + DTMF=====[2] => <(57)>

CANCO {Can 0:0} CPMOFF CTMR 0, STMR 0=3s, GDIG, <[GETDIGS]> wait...

(09:38:43.73) C#00 {0} GETDIGS + DTMF=====[2] => <(35)>

CANCO CTMR 0, GET2ND, STMR 0=3s, wait...



(09:38:43.89) C#00 {0} GETDIGS + DTMF=====[1] => <(35)>

CANCO CTMR 0, GET2ND, <[MSG_997]> GOTXUSER {udG! 221} {0,00000221,U} {umG! 5}

{msg ok} <(58)> <[NOTAVL]> CTMR 2, SYSTMR 2=0t, pause(tmr_2)...

(09:38:44.00) C#00 {0} NOTAVL + tmr_2<ffff> =>

PSELNM, <(254)> PFILE {Play C:\SPCH\selected.RMS} {eof 0} pause(eof)...

(09:38:44.11) C#00 {0} NOTAVL + eof-play<1:1> ->

S6IFPNAM {+Playf D:\MESG\00000221.NAM} pause(eof)...C:\SPCH

(09:38:48.12) C#00 {0} NOTAVL + eof-play<10:0> =>

PFILE {+Play C:\SPCH\val_user.RMS} *FNF* pause(eof)...

(09:38:48.23) C#00 {0} NOTAVL + eof-play<0:0> ->

GOTORTRN <()> PFILE {+Play D:\SPCHENG\leave997.RMS} pause(eof)...

(09:38:50.21) C#00 {0} NOTAVL + eof-play<2:0> =>

NEWACTS <(198)> NEWSTATE <[BLOCKING]> PFILE {+Play C:\SPCH\recdbeep.RMS}

pause(eof)...

(09:38:51.20) C#00 {0} BLOCKING + eof-play<1:0> =>

CMSGREC {Create D:\MESG\MESG00.SPH} RECORD {M=3 Fh=5 Max=240 Sil=4 D:=43017}

CPMREC {55,119} pause(eoo)...

(09:38:59.33) C#00 {0} BLOCKING + eoo-play =>

NEWSTATE <[TAKE_MSG]> wait...

(09:39:02.40) C#00 {0} TAKE_MSG + eor=====[D]<2:8> => *HANGUP {D}

<(194)> <[ENDCALL]>

CPMOFF EOR_CMS, {DTrim} *CLOSE* {No-GD} GOIFRAPL, GOIFMESG, NEWACTS <(205)>

PFILE {Play C:\SPCH\nomsglft.RMS} {eof 0} pause(eof)...

(09:39:02.62) C#00 {0} ENDCALL + disconct -> *IGNORE*

(09:39:02.62) C#00 {0} ENDCALL + eof-play<1:5> ->

GOTOGBYE <(6)> FLSHDTMF PFILE {+Play C:\SPCH\goodbye.RMS} {eof 10800}

FLSHDTMF pause(eof)...


(09:39:02.73) C#00 {0} ENDCALL + eof-play<2:1> ->

FLSHDTMF pause(eoo)...


(09:39:06.52) C#00 {0} ENDCALL + eoo-play =>

ENDCALL *ONHOOK(0)* {25 secs} {umP} {udP! 221} {clear} <[IDLE]> CTMR 2,

SYSTMR 2=0t, wait...

(09:39:06.58) C#00 {0} IDLE + tmr_2<ffff> => <(3)>



CK_DB, CPMOFF OXFR, CTMR 0, CTMR 1, CTMR 2, STMR 2=240s, wait...

The following text is an example of Notify trace. The trace file will contain information on each cycle of notification. The @idle_wait...:30 line indicates the idle wait timer set in the Setup Parameters. Between each @idle_wait line is information as to the notification attempts to Users. Receptionist will advise Notify of any User that has new messages whether or not Notify is enabled for the User. Such is the case in this example with regard to User 405. Notify is not enabled for this User, so the report that no NER record was found is not a problem. Notify for User 437 uses the SMDI classes of service for activating and deactivating message lamps.

(Apr 25 16:54:38) n-- @idle_wait...: 30

(Apr 25 16:55:09) n-- =UMSG (ack) NEWMSG: Instance 0 Userid 405

(Apr 25 16:55:09) n-- +USER NEW-MSG for: Instance 0 Userid 405

(Apr 25 16:55:09) n-- ?NER no records found (Err:101 Fil:11)

(Apr 25 16:55:09) n-- -USER No NERs! Set Userid idle

(Apr 25 16:55:09) n-- UMSG (clr) re-write ok

(Apr 25 16:55:10) n-- @idle_wait...: 30

(Apr 25 16:55:41) n-- =UMSG (ack) NEWMSG: Instance 0 Userid 437

(Apr 25 16:55:42) n-- +USER NEW-MSG for: Instance 0 Userid 437

(Apr 25 16:55:42) n-- COS 950 - Starting Try 1 (O)

(Apr 25 16:55:42) n-- >>SMDI: 1,1,$(UDT:EXTENSION)

(Apr 25 16:55:42) n-- *SMDI Sysid=1, MWI=ON, Station=0000282

(Apr 25 16:55:42) n-- *Send was successful

(Apr 25 16:55:42) n-- COS 950 - Action Status = 0

(Apr 25 16:55:42) n-- NER re-write ok

(Apr 25 16:55:42) n-- @after_action_wait...: 5

(Apr 25 16:55:47) n-- -USER Some still waiting. Set Userid to RETRY

(Apr 25 16:55:50) n-- +USER new-msg for: Instance 0 Userid 437

(Apr 25 16:55:50) n-- COS 950 - Maximum Tries

(Apr 25 16:55:50) n-- -USER All Maxed. Set Userid idle

(Apr 25 16:55:50) n-- UMSG (clr) re-write ok

(Apr 25 16:55:52) n-- @idle_wait...: 30

NOTE: For assistance on interpreting any trace file, contact Teleco Technical Support.



35 User File Naming Conventions

35.1 Message Files Message files can be classified into the following categories.

a message left when the User is not available.

a forwarding prefix to a forwarded message or new message sent to another User or group of Users.

a message left for a User by another application. The path in which a message file is normally stored is specified by the Messaging Path, defined in the User ID record (usually D:\MESG). The file name is based on the User ID. It is 8 characters, front-padded with zeros. If the message is left by a caller, the naming convention is based on the target User ID. If the message is recorded by a User from Message Management, the naming convention is based on the sending (or forwarding) User ID. For example, a message left for User ID 123 by a caller has the name 00000123. A message sent by User ID 123 to another User or group of Users also has the name 00000123, as would the prefix to a message forwarded by User ID 123. The file extension is a 3 character alpha numeric value representing the message number.

35.2 Name Files The path in which a User’s name file is stored is specified by the Record Path, defined in the Instance Setup database (usually D:\MESG). The file name is based on the User ID. It is 8 characters, front-padded with zeros. For example, the name file for User ID 123 is 00000123. The file extension is .NAM.

35.3 Personal Greeting Files The path in which a User’s personal greeting files are stored is normally specified by the Record Path, defined in the Instance Setup database (usually D:\MESG). However, if the PERSONAL GREETING - File Path field in the User ID record is non-blank, that path is used. The file name is normally based on the User ID. It is 8 characters, front-padded with zeros. For example, the file name for User ID 123 is 00000123. However, if the PERSONAL GREETING - File Name field in the User ID record is non-blank, that name is used. The file extension is normally .UVX, where ‘X’ represents the personal greeting number. For example,

the file containing personal greeting number 1 has a file extension of .UV1. However, if the PERSONAL GREETING - File Name field contains an extension expression, that extension is used. Note that if this is the case, the User does not have the option of recording more than one personal greeting.

35.4 Temporary Files Applications do not record directly to a target file, but to a temporary file instead. If the recording is successful, the application then renames the file appropriately. If the named file already exists, the old version is deleted first. The temporary file name is based on the channel number and resides in the messaging directory for the Instance, usually D:\MESG.



Perfect Voice records the spoken name of the caller in call-screening to a temporary file named SUBJxx.SPH, where “xx” represents the channel number. For example, the recording for a caller’s name on channel 3 would be named SUBJ03.SPH. This file is deleted at the end of a call. In a similar naming convention, Perfect Voice records a caller or User’s message (including a User’s personal greeting and name recording) to a temporary file named MESGxx.SPH. This file also resides in the message path specified in Instance Setup.



36 Multilingual Setup Perfect Voice provides powerful multi-lingual features which allow the system to easily be configured for use with multiple languages. Except for verifying speech recordings, it is not necessary to speak a foreign language to set up Perfect Voice with multi-lingual capabilities. Check with the manufacturer about the availability of foreign language system prompts.

36.1 Basic Approach The basic approach to creating the language Instance record is to use the main Instance as a template, modifying only those parameters which are unique to the language. For example, in addition to changing the speech library, you may wish to set the Default User to be the User ID of someone who speaks the foreign language. Almost all of the language Instance’s parameters go into effect when an alternate language or a User associated with an alternate language is selected. The following Instance parameters do NOT go into effect after selecting an alternate language or a User associated with an alternate language. These are all parameters from Screen 2 in the Instance Setup database.

System Access

Hangup/Endcall

Direct Message

Direct Pers.Greet

Directory Assist

Personal Assistant

Enable Trace?

Trace Output Device

Record Path These parameters remain the same as those in the main Instance. All other Instance parameters go into effect after selecting an alternate language or a User associated with an alternate language. At a minimum, the Speech Path field of the Instance Setup database should be modified to reflect the path to system prompts in that language.

36.2 Create Language Instance Record Create a new Instance Setup record, using the main Instance as a template. Copy the main Instance record to the language Instance record, using the Copy function (F6). Edit the new Instance records and consider changing at least the following fields.

Default UserID: Consider setting this to a User who speaks the language.

Greeting Filename: Record this, using the translated script for the main system greeting.

WhatToDo Filename: Record this, using the translated script for the main system whattodo.

Speech Prompt Path: Set this to the path containing the foreign language versions of the system prompt files.

Play Date Time Fmt: Consult someone fluent with the language about the proper date and time format.



36.3 Configure Users For those Users configured for a foreign language, simply set the Alternate Instance field (not the Instance field) to the foreign language Instance number. Do not add new Users to the language Instance. Users who speak the foreign language are still placed in the main Instance. Note that for multi-lingual Users, it's best to set up more than one User ID, one for each language. This greatly reduces confusion on the part of callers. Configure all the User IDs to transfer calls to the same telephone extension number. You may also want to turn on Call Announce for the User IDs to inform the User of the caller’s language. If necessary, message from all User IDs may be pooled to a single User ID. When a User defined for a foreign language is selected, the foreign language versions of the system prompts take effect. This happens in the following contexts.

Context Result

main greeting or whattodo

If the User is set up for call transfer, the caller hears “Please hold” or “Transferring to...” in the foreign language.

997+User ID The prompt, “Enter the User’s extension...” after selecting 997 is played in the main Instance language. After selecting the User ID, the language switches and the caller hears “You have selected...” in the foreign language.

999+User ID The prompt, “Enter your User ID...” after selecting 999 is played in the main Instance language. After selecting the User ID, the language switches and the User hears “Enter your password...” in the foreign language. All User mode prompts remain in the foreign language. This can be helpful when picking up messages left by speakers of the foreign language.

Integrated Call If the User ID indicated by the integration information is a foreign language User, the language is automatically switched.

If the foreign language User is selected by a non-foreign language User (who is in User mode) as a member of a distribution list or as the destination of a message, etc., the language does not switch.

36.4 Configure the Type L Language User This User exists in the main Instance solely to provide a mechanism for callers to switch languages without having to select a User who is associated with another language. Add the language User to the main Instance as a type L User with the Alternate Instance field set to the language Instance.

36.5 Record Audiotext If the audiotext User is set up as type D, recording audiotext is very simple. Call the system and select the appropriate type L language User ID. This changes the system speech library. Log in as the audiotext User and record the audiotext message. Since the message is stored in the system prompt library path, the original version of the audiotext message is not overwritten. Instead a new version is placed in the foreign language speech path.



37 Solving Notification Problems Many of the calls to Teleco Technical Support involve problems with notification. Listed below are some of the more commonly reported symptoms and their possible solutions. Following the suggested solutions may expose the problem and a call to Technical Support may not be necessary.

Symptom: Message waiting lamps will not light if User receives a new message. Solutions:

Verify that there is a NER (Notification Event Record) for the User. If no NER exists for the User, create a NER with the correct COS (Class of Service) to light the message lamp on the User’s telephone.

Verify that the MWI on and the MWI off codes in the Telephone System parameters (screen 3 of 3) are correct for the telephone system in use. If the codes are not correct, edit the fields and enter the correct the codes.

Verify that Notify is enabled in the User record in Receptionist/User Directory.

Symptom: Pagers are not activated for new messages received. Solutions:

Verify that there is a NER (Notification Event Record) for the User. If no NER exists for the User, create a NER with the correct COS (Class of Service) to outdial to the User’s pager.

Verify that there are no hyphens in the telephone number or PIN for the pager.

Verify that the COS assigned to the User is the correct type of pager COS (i.e., LOCAL for a local pager number, LONG for a long distance pager number, etc.)

Verify that the notify port on the telephone system has access to CO lines.

Verify that the trunk access codes in the Telephone System parameters are correct for the telephone system programming.

Dial the pager manually to verify the timing parameters in the COS action string are correct (i.e., pauses needed after dialing the number and before entering the callback number).

While watching notify trace or the channel monitor, listen to the notify port on a test set or a digit grabber to hear and or see exactly what is happening.

Verify that Notify is enabled in the User record in Receptionist/User Directory.



38 Call Transfer and Forwarding Problems If it appears that supervised calls are not transferred properly, or calls are not forwarded properly to the Perfect Voice system, refer to the following paragraphs for possible solutions to the problem.

Symptom: Callers do not hear the User’s personal greeting if the User does not answer. Solutions:

If the transfer is supervised and the caller only hears ringing, then Perfect Voice detected a false answer for some reason. Check the RCPT.CFG file in C:\RCPT to be certain it is for the correct telephone system. An incorrect telephone configuration file may be “listening” for a ring cadence that is different from the ring cadence on the telephone system.

If the transfer is supervised and the caller only hears ringing, check the trying dialstring in Telephone System parameters. Many telephone systems require that an additional digit be dialed after the extension number, “@”, to toggle between voice first and tone first calls. The Perfect Voice system needs to hear ring, busy tone on transfers. If the telephone system is programmed for voice first calls, then Perfect Voice will not hear ring or a busy and will assume the called party answered.

If the transfer is blind and the caller only hears ringing, then the telephone is not forwarded to the Perfect Voice system.

Symptom: Callers hear the main company greeting, not the User’s personal greeting, if the User does not answer. Solutions:

If the transfer is supervised, and the caller hears ringing before the main company greeting, then Perfect Voice detected a false answer and the transfer recall timer on the system sent the caller back to the originating port. Follow the steps above to clear the problem.

If the transfer is blind, and integration is used, then the phone is not forwarded or is not forwarded properly. Verify that the call forward “steering digit” (called voice mail ID code on most telephone systems) is programmed properly on the telephone system for that extension. If SMDI integration is being used, check the SMDI setup parameters in SMDI Services to verify that the logical terminal number programming and the extension length programming is correct.

Symptom: Callers hear the speech prompt “All circuits are busy” after an attempted transfer. Solutions:

The Perfect Voice port does not have dialtone. Use a test set or a single line phone in the jack to verify that there is no internal dialtone when the port goes off-hook. If there is no dialtone, the port on the single line card is bad or the DTMF receiver card is missing or is bad. Replace the appropriate card in the telephone system.

The Perfect Voice system is not matching the expected dialtone in the RCPT.CFG file. Verify that the “Xfer Dialtone” field in System/Telephone System is set to 5 seconds. If it is set to 5 seconds and continues to fail, set the field to 0. Note: This field should only be set to 0 if the telephone system will consistently give the voice ports internal dialtone immediately following a switch hook to initiate a transfer.



APPENDIX

Appendix


Appendix 1 - Pre-Installation Worksheets

Channel Setup Channel Number

Extension Number

Auto Attendant?

Outdial Notification?

Default Instance

Language Instance

Ring to Answer on

0

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

Telephone System Setup Most common call transfer type for automated attendant calls. (indicate one)

Blind Transfer (H)

Supervise Busy (B)

Supervise All (A)

Supervise DTMF (T)

Default number of seconds to wait during supervised transfer.

Default number of seconds to wait when notifying User by calling at desk.

Appendix


Receptionist and Notify Setup Maximum number of messages for most Users.

Maximum message length for most Users.

Default Notify COS number for most Users.

Call-at-Desk Notify COS number for most Users.

Message lamp Notify COS number for most Users.

Pager Notify COS number for most Users.

“Typical User” Template Transfer type verify type D

Call Blocking enabled? (Hold all calls)

Call-Screening enabled? (Screen all calls)

Default number of seconds to wait during supervised transfer.

Enable Call Queuing?

End call after caller leaves message?

Maximum time (in seconds) for a caller to leave a message.

Maximum number of messages allowed.

Allow New mailboxes to receive messages before New User Setup complete?

Enable notification?

Allow Users to list themselves on Directory Assistance?

Allow User to change Call Blocking setting?

Allow User to change Call-Screening?

Appendix


Event Schedules Open (daytime) hours of operation Closed (nighttime) hours of operation

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

Standard Greeting Scripts Description Written Script (be sure to get all scripts approved before recording)

Daytime greeting

Daytime whattodo

Nighttime greeting

Nighttime whattodo

Appendix


Audiotext Scripts

Instance User ID Description

Script


Script


Script

Appendix


User Directory Inst. User ID Name Department Ext. Call At

Desk? Msg.

Lamp? Pager Tel. #

Appendix


SMDI Worksheet Before beginning an SMDI installation, use the table below to define the relationship. List all the Perfect Voice integrated channel numbers in the right column and fill in the associated telephone system extension number in the left column and assign an LTN to each channel accordingly. Note that LTN 0 is not valid; the numbering begins with 1. Since Perfect Voice channels begin at 0, it is likely that a Perfect Voice channel number will not match its associated LTN. Finally, when programming the telephone system, protocol converter, or set emulator use the information from the first two columns. The LTN and extension number relationship must match that on the worksheet.

Telephone System Extension Number of Channel

Logical Terminal Number (LTN) Perfect Voice Channel Number

Appendix


Database Worksheets

User Lists : Pre-configured Dialplans During the installation of your Perfect Voice system, the installing technician completed worksheets for the Users. The following lists are supplied for you to maintain an updated listing of all of the active Users.

Single Digit Worksheet User ID Name Audiotext

Y/N Transfer-Only

Y/N Ext.

1

2

3

4

5

6

Auto-Detect Worksheet

User ID Name Ext.

990 Fax Extension

991 TDD Extension

Public Distribution Lists

User ID Name Ext.

950 All Normal & Outside Users

951 All Normal Users

952 All Outside Users

953

954

955

956

957

958

959

Appendix


Normal User Worksheet (2-Digit) The pre-configured 2-digit Normal Users range from 10 to 59. Make additional copies of this worksheet as needed.

User ID Name Pager Number Ext.

0 0*

*Extension may be changed. See “Configuring the Default Operator”.

Appendix


Normal User Worksheet (3-Digit) Depending on the pre-configured dialplan you selected, the Normal Users may range from 100-199, 200-299, or 300-399. Make additional copies of this worksheet as needed.

User ID Name Pager Number Ext.

0 0*

*Extension may be changed. See “Configuring the Default Operator”.

Appendix


Outside User Worksheet The pre-configured Outside Users range from 600 to 649. Make additional copies of this worksheet as needed.

User ID Name Pager Number

Appendix


Appendix 2 –Setup Codes for Telephone Systems Following is a list of telephone systems that work with Perfect Voice. When specifying a new telephone system, you will need the information from the Setup Code column. A current, detailed telephone interface guide is available from Teleco’s website at www.teleco.com.

Manufacturer Model Setup Code

CENTREX Centranet STD-CTRX

CENTREX Centrex STD-CTRX

CENTREX Centron STD-CTRX

CENTREX Essex STD-CTRX

COMDIAL Comdial 1432 CMD-1410




COMDIAL Comdial 2000 STD-1855 The integration file is not

available for this selection.

COMDIAL Comdial ExecuTech XE/XL CMD-ETXE

COMDIAL Impact (or DigiTech, or DXP) CMD-DXP

COMDIAL Comdial DSU CMD-DSU

CORTELCO ITT ECS-56, ECS-136 ITT-ECS

CORTELCO ITT System 3100 ITT-3100

CORTELCO Millennium (and Compact) ITT-3100

CORTELCO SR1000 SSS-SR10

EAGLE Eagle One EGL-ONE

ERICSSON MD110 ERC-MD11

ERICSSON Prodigy ERC-PROD

EXECUTONE Encore CX-408/816 CON-EXC1



EXECUTONE Isoetec 18,24,36,66,96,120 ISO-EZ96

EXECUTONE Isoetec IDS 108,228,432,648 IS0-228

GTE/FUJITSU F9600S,VS,ES, MS/M, XL FUJ-9600

GTE/FUJITSU Focus 960E, Focus 960S FUJ-F960

GTE/FUJITSU Focus100 FUJ-F100

GTE/FUJITSU SCBS FUJ-STAR

GTE/FUJITSU Starlog I, II FUJ-STAR

GTE/FIJITSU Focus 1, 11 & 111 FUJ-I123

HARRIS 20-20 MAP,M,L/LH, LX HAR-2020

INTECOM IBX S/80 ICM-S80

IWATSU ZT-D 816,824/1632,2464 IWA-ZTD

IWATSU Omega IV/EX 616,824/1648, 1232/2464 IWA-2464

IWATSU ADIX, ADIX-M IWA-ADIX

KANDA EKN-616, 2464 KAN-2464

LUCENT Definity 1 LUC-SY75



LUCENT Dimension LUC-2000

LUCENT Merlin 1030 & 3070 LUC-MLII

LUCENT Merlin II LUC-MLII

Appendix



LUCENT Merlin Legend LUC-LEGD

LUCENT Partner LUC-PTNR

LUCENT Partner II LUC-PTNR

LUCENT System 25 LUC-SY25



MACROTEL MT-80D MAC-MD80

MACROTEL MTX-32x128 MAC-MTX

MITEL Panther II 820,1032/1632, 2064 MTL-PTHR

MITEL SX5,10 MTL-SX1

MITEL SX50 MTL-SX50

MITEL SX100,200 MTL-SX2

MITEL SX200D ONS MTL-SX1D

MITEL SX200D MTL-SX1D

MITEL SX200 Light ONS MTL-SX1D

MITEL SX200 Light MTL-SX1D

MITEL SX2000 MTL-SX2

NAKAYO DKX 32, 38 NAK-DKX

NEC Electra 1648 NEC-1648

NEC Electra Mark II NEC-MKII

NEC Electra Professional I NEC-EPRO

NEC Electra Professional II NEC-EPRO

NEC Neax 1400 NEC-NX14

NEC 2000 IVS NEC-NX14

NEC 2000 IVS NEC-NX24

NEC Neax 2400 NEC-NX24

NITSUKO (TIE) Onyx VS, III, IV TIE-ONYX

NITSUKO 124I/384I NTK-124I

NORTEL Norstar NOR-NORS

NORTEL Meridian 1 NOR-SL1

NORTEL Meridian SL-1 NOR-SL1

NORTEL Meridian SL-1 NOR-SL1

NORTEL SL-100 NOR-S100

PANASONIC KX-T30810, KX-T61610 PAN-KXT

PANASONIC KX-T123211D PAN-KXT

PANASONIC KX-TD1232 PAN-DGTL

PANASONIC DBS PAN-DBS

SAMSUNG 56ex/120mx PRO-STAR

SAMSUNG Prostar DCS PRO-STAR

SIEMENS BCS ROLM 8000 Series CBX RLM-CBX

SIEMENS BCS ROLM 9000/9751 Series CBX RLM-CBX or RLM-9751

SIEMENS BCS ROLM 9751 Release 9006I RLM-9751

SIEMENS BCS ROLM 9200 BCS (210 & 230) RLM-9200

SIEMENS BCS ROLM 9720 (Redwood) RLM-9200

SIEMENS BCS SD 192 SIE-S192

SIEMENS BCS SD 80 SIE-SD80

SIEMENS BCS EMS 601 SIE-601

SPRINT Answer ITT-3100

SPRINT Premier ESP 612/1224/2460 PRM-ESP

Appendix



SRX System One SRX-V43

SUN MOON STAR DKTS 12/32/64, mini and Plus SMS-DKTS

TADIRAN Coral I/II/III TAD-CORL

TELRAD Key bx 816/2464 TEL-KYBX TEL-KYBC

TELRAD Digital KeyBx TEL-DKBX

TELRAD Digital 400/9600 TEL-DGTL

TOSHIBA Strata S, VI, XII and XX TOS-STII

TOSHIBA Strata Se, Vie, XIIe and Xxe TOS-STII

TOSHIBA Strata DK 24, 56, 96 TOS-STDK

TOSHIBA Strata DK8, DK16 TOS-STDK

TOSHIBA Strata DK280, DK16e TOS-STDK

TOSHIBA Strata DK280 TOS-STDK

TOSHIBA Perception I, II TOS-PIIV or TOS-PIIE

TOSHIBA Perception e, ex TOS-PIIV or TOS-PIIE

VODAVI Starplus VOD-STAR

WALKER Poets, Poets Plus WKR-POET

WIN 24D WIN-124D

WIN 36D WIN-124D

WIN 100D WIN-100D

Appendix


Appendix 3: Remote Diagnostics / Administration To perform diagnostics or administration, you may connect to the Flash 8, Octet, Tis16-Series 2, or Tis16-Series 3 in one of the following ways:

Connect to Perfect Voice via the Network – page 260

Connect to Perfect Voice via Internal DSP Modem – page 263

Connect to Perfect Voice via Console Port (Local Connection) – page 267

Connect to Perfect Voice via the Network

NOTE You need to run C:\EM-SETUP.BAT (from Appendix 6: Set up and Activate Email Notification: 1. Run C:\EM-SETUP.BAT and Edit Email.bat file to Activate Full-Time Network Connection on page 282) in order to "activate" a full-time network connection.

When the full-time network connection is enabled, a special program called RCS can be used to access the voice-mail system command prompt. RCS is available on the Teleco Website as “PVP-RCS.ZIP”. Unzip the files onto your PC (e.g. C:\RCS or some other preferred location). The RCS program is run from the command prompt, however, you may create a shortcut on the desktop.

Connecting

On the voice-mail system, use the command DHCPSTAT to find IP address (xxx.xxx.xxx.xxx) in use.

On your PC, enter the appropriate command (depending on your operating system) at the DOS prompt:

o For WindowsXP systems: RCS-XP xxx.xxx.xxx.xxx

o For Windows2000 systems: RCS2000 xxx.xxx.xxx.xxx

Enter the username and password. The default username is su and the default password is su (both all lowercase). You may change the username and password in the file C:\TCPIP\SOCKET.UPW on the voice-mail system.

Once connected, there is no need to type HELLO like when connected via the console port or modem.

Disconnecting

Press [CTRL]+[ALT]+[X] to end RCS session.

NOTES It is possible to use RCS and a console port or modem connection at the same time.

You are encouraged to exit RCS when you are not using it.

RCS does not require that you type HELLO; however, to ensure that the Scheduler is always running properly, you are encouraged to type BYE before exiting from the RCS connection.

Background tasks, such as e-mail or maintenance may cause RCS to disconnect.

Appendix


Some background tasks, such as e-mail processing, may prevent RCS from immediately displaying information. You may wait for the background task to complete, or you may exit and re-enter RCS at a later time. If you exited RCS during the use of FTP (discussed in the Using Network Connection for File Transfers section), you will have to press a key to get the menu to show up.

Unlike HyperTerm or HyperAccess, RCS does not have a Scroll-Back feature. To overcome this, you can pipe output to a file and use IVIEW to review the data. For example, to review a long directory listing:

C:\RCPT>DIR > VIEW.TXT this will redirect the directory output to the file VIEW.TXT C:\RCPT>IVIEW VIEW.TXT

Using Network Connection for File Transfers When using the console port or modem, file transfers are performed using ZSEND (to transfer files from the voice-mail) and ZRCV (to transfer files to the voice-mail). These commands, which are actually batch files, use a program called FTRANS. This program relies on a background process called KLINIC, which provides access to the internal DSP modem and, after you type HELLO, to the console port. RCS does not provide KLINIC the ability to access the Network Interface; therefore, FTRANS cannot perform transfers over that connection. Any attempt to use FTRANS would try to use the console port or modem, if they are active. But when the full-time network connection is enabled, File Transfers can be handled via FTP. This has a tremendous speed advantage over the console port and modem connections. RCS is not required to perform FTP transfers. As long as the full-time network connection is present, FTP transfers can be initiated using the console port or modem connection. If you do use RCS to initiate the FTP transfer, you are encouraged to disconnect RCS for the duration that FTP is running. An active RCS connection may have a negative impact on the speed of FTP transfers; however, it will still be much faster than transfers performed over the console port or modem connection. A small FTP server program (C:\TCPIP\FTPD.EXE) is used for file transfers. FTPD will root to the drive that it was executed from. It does not matter what directory or folder you are in, FTPD will always root itself to the root of that drive. Before running FTPD, you should run DHCPSTAT to find the IP address of the voice-mail system. You also need to remove AFORMS to ensure there is enough memory. Example: If you need to transfer files from anywhere on the “D:” drive:

D:\>DHCPSTAT D:\MESG>DHCPSTAT D:\>AFORMEXT …or… D:\MESG>AFORMEXT D:\>FTPD D:\MESG>FTPD

Use Internet Explorer or any other FTP software to connect to the voice mail’s IP address. The default username is ‘admin’ and the default password is ‘admin’ (both are all lower-case). These can be changed in the file C:\TCPIP\SOCKET.UPW on the voice-mail system.

Appendix


When you are finished with your file transfer(s), use the connection to the voice-mail system (RCS, console port, or modem) to press any key for the FTPD command menu:

C close LISTEN D Dos shell S status X exit

Choose X to exit, you may see:

Active sessions Press Ctrl A to abort them, any other key to continue…

Press CTRL-A to exit and then reload AFORMS (example, D:\>AFORMS).

Appendix


Connect to Perfect Voice via Internal DSP Modem All Perfect Voice systems are shipped with modem emulation on every channel. The modem is accessed by calling the Perfect Voice system and dialing #*# when the call is answered. Remote programming and maintenance can be accomplished by connecting to the internal DSP modem.

Limitations

During the entire remote session, calls will not be processed on the channel used for In Line support.

A modem connection may not be possible for sites utilizing VoIP or other types “data compression” trunks. The increasing use of VoIP technology is making modem connections obsolete.

Accessing SCREENS

Call any Voice Mail port and after it answers, dial #*# to turn any port into a modem.

Once a connection has been established to the system, a password prompt is displayed on the screen. (Making a remote modem connection while the e-mail process (EMAIL.BAT) is running will not immediately give the PASSWORD prompt. Allow time for the e-mail process to finish and the PASSWORD prompt will appear. The modem will stay connected during the wait. Depending on how many messages need to be sent, wait time may exceed several minutes.)

Type CALLHELP at the password prompt. (If the password prompt is not displayed, you should re-initialize the DSP modem. See Initializing Local Console and Remote Access Communications on page 266.

Upon successful entry of the password the DOS prompt displays with the instructions “To enter Advanced Menus type: SCREENS”.

Type SCREENS at the DOS prompt to launch the SCREENS programming interface. For further details on the SCREENS interface please refer to the System Configuration section. If DOS programming is required, proceed without typing SCREENS and refer to the Advanced Administration section for further details.

To enter Advanced Menus type: SCREENS.

C:\>

Any Perfect Voice Voice Mail

Port (modem emulation is

on every channel)

Phone line

Remote Connection via Internal DSP Modem

Internal or external modem with

communications software

See Appendix 4: Installing Hyperterminal (Hyperterminal is a type of communications software)

Appendix


Using Klinic Connecting to a remote site running the Klinic software allows for total emulation of the host keyboard. To emulate the Function key strokes on the host computer, extended keys must be setup on the remote PC. All extended keystrokes, including the Control and Alt and Shifted versions of most keys can be executed on the remote system by entering special sequences of standard ASCII characters. This sequence always begins with an opening curly brace “{“ and ends with a closing curly brace “}”. For

example, to enter a PageDown on the remote system, enter {PGDN}. Upon receipt of the closing curly brace, Klinic “presses” the appropriate key on the remote system. The Control version of keys is created by simply adding a “C” at the beginning of the command. Therefore, Control-PageDown would be entered as {CPGDN}. Likewise the Alt and Shift versions can be created by adding an A or S to the command. The following table lists the key codes available through Klinic. As mentioned above, adding a C, A or S to the beginning of these codes causes the Control-ed, Alt-ed, and Shifted versions of these keys to be pressed. The codes are not case-sensitive.

If you key in this locally...

Klinic “presses” this key on the remote system.



{F1} F1 {F11} F11

{F2} F2 {F12} F12

{F3} F3 {PGUP} PageUp

{F4} F4 {PGDN} PageDown

{F5} F5 {HOME} Home

{F6} F6 {END} End

{F7} F7 {INS} Insert

{F8} F8 {DEL} Delete

{F9} F9 {BREAK} Break

{F10} F10

Sometimes the remote system appears to stop accepting keystrokes. This could be due to a high system load or a noisy line. For the latter case, noise that looked like an opening brace character was received. To get around this, press the closing brace character a few times until you see it echoed on the local screen. This terminates whatever accidental extended key sequence was in progress. If the problem persists, try calling back into the system on another line or at a lower baud rate.

Appendix


File Transfers The FTRANS.EXE program supplied with Perfect Voice enables the transfer of files between the local PC and remote Perfect Voice system. These commands send and receive files using the XMODEM or ZMODEM file transfer protocol. The first character of the command specifics if you are using XMODEM or ZMODEM transfer protocol. Following are the batch files that use the FTRANS.EXE program.

XSEND Initiate an XMODEM file transfer to send a file from the Perfect Voice system to the local PC.

XRCV Initiate an XMODEM file transfer to receive a file from the local PC to the Perfect Voice system.

ZSEND Initiate a ZMODEM file transfer to send a file from the Perfect Voice system to the local PC.

ZRCV Initiate a ZMODEM file transfer to receive a file from the local PC to the Perfect Voice system.

Alternately, instead of using the above batch jobs, you may use the following direct commands:

FTRANS /S filename Initiate a ZMODEM file transfer to send a file from the Perfect Voice system to the local PC.

FTRANS /R Initiate a ZMODEM file transfer to receive a file from the local PC to the Perfect Voice system.

To transfer a file, run the appropriate program by keying in the command from the Perfect Voice system DOS system prompt, supplying the name of the file to send/receive as the only command line argument. After keying in the “X...” command on the Perfect Voice system, initiate the download/upload procedure in the communications software on the local PC. Configure the download parameters on the local PC to use XMODEM file transfer protocol.

Appendix


Initializing Local Console and Remote Access Communications

To reset or initialize the local console or modem, first dial the system.

From the list below, dial the appropriate code, followed by the confirmation code (the codes are the same).

Code Modem Confirmation Code

970 Local Connection on COM 2 at 9600 970


972 Internal DSP modem (COM 3) 972




976 Hayes modem on COM 2 at 9600 976

977 Not used Not used

978 Start SMDI on COM 1

NOTE: Perfect Voice reboots after selecting this option.

978

NOTE: After entering the confirmation code, you will hear

beeps. You must hang up when you hear the beeps or the process will

not be completed.

979 Disable SMDI

NOTE: Perfect Voice reboots after selecting this option.

979

NOTE: After entering the confirmation code, you will hear

beeps. You must hang up when you hear the beeps or the process will

not be completed.

To reset the internal DSP modem, enter 972, then 972.

You will hear "Please wait.... beep...beep...beep" followed by the Whattodo. Hang up at this time.

Appendix


Connect to Perfect Voice via Console Port (Local Connection) When Perfect Voice boots, the CONSOLE port (COM 2) is active and set at 57600 baud. Local programming and maintenance can be accomplished by connecting a laptop/PC to the CONSOLE PORT (COM 2) of the voice mail system and typing in HELLO.

NOTE Typing HELLO puts the Scheduler on HOLD until you type BYE. (The Scheduler is disabled while online so the system will work in conjunction with AGM.) Scheduled events will NOT run as long as you are in the “Hello” mode.

Be sure that you type BYE when you have finished programming/maintenance.

Limitations

During the entire remote session, calls will not be processed on the channel used for In Line support.

Scheduled events will not run as long as you are in “Hello” mode.

You cannot use the CONSOLE PORT (COM 2) and modem (COM 3) for Klinic/Admin connection at the same time.

Required Materials for Local Connection The basic materials required for the local connection are:

a laptop/PC

a standard 9-to-9 null modem cable.

Connect your PC/Laptop to the Perfect Voice System Using Null Modem Cable

The Perfect Voice system is equipped with a serial port to act as the programming port when the SCREENS programming interface is required. In order to connect a device such as a laptop or PC equivalent, communications software (such as Hyperterminal, HyperAccess, or ProComm) with the settings of 57600bps/None/8/1 is required with a null modem cable to serve as the link between the two machines. A straight through cable with a null modem adapter can serve as a substitute if a null modem cable cannot be obtained. The serial port is a standard 9-pin male RS232 connection; therefore, the null modem cable needs to be a 9-pin female. The other end of the cable depends on the serial port of the programming terminal (most serial ports equipped on personal computers are 9-pin males).

Voice Mail (COM 2)

Start on Console

port

Null modem cable

Local Connection Diagram Serial port with

communications software

See Appendix 4: Installing Hyperterminal (Hyperterminal is a type of communications software)

Appendix


8 1 7

2 3

3 2

4 6

5 5

6 4

7 1

8 1

9 9

&

Null Modem Pinout

DB9 to DB9

(female to female)

Custom Cable or Cross Connections If a custom cable is required or cross connections must be used, please refer to the following diagram for assembly instructions.

To connect locally with your PC on COM 2

Type HELLO while connected to the CONSOLE port. (The port is kept at 57600 baud.)

NOTE To restore internal modem access and restart Scheduler, be sure to type BYE upon ending

your local COM 2 session.

System Boot Options When the system is first booted, the following options are available from a menu. If no selection is made, the system defaults to option number 3.

Option Menu Selection Action Voice Mail State

1 Local Connection on COM 2 at 9600 Active

2 Local Connection on COM 2 at 57600 Active

3 Internal DSP Modem on COM 3 Active

4 Update on COM 2 at 9600 Inactive




8 No KLINIC – Console port only Console port only/Inactive

9 No Autoexec – Console port only Console port only/Inactive

Appendix


Using Klinic Connecting to a remote site running the Klinic software allows for total emulation of the host keyboard. To emulate the Function key strokes on the host computer, extended keys must be setup on the remote PC. All extended keystrokes, including the Control and Alt and Shifted versions of most keys can be executed on the remote system by entering special sequences of standard ASCII characters. This sequence always begins with an opening curly brace “{“ and ends with a closing curly brace “}”. For

example, to enter a PageDown on the remote system, enter {PGDN}. Upon receipt of the closing curly

brace, Klinic “presses” the appropriate key on the remote system. The Control version of keys is created by simply adding a “C” at the beginning of the command. Therefore, Control-PageDown would be entered as {CPGDN}. Likewise the Alt and Shift versions can be created by adding an A or S to the command. The following table lists the key codes available through Klinic. As mentioned above, adding a C, A or S to the beginning of these codes causes the Control-ed, Alt-ed, and Shifted versions of these keys to be pressed. The codes are not case-sensitive.





{F1} F1 {F11} F11

{F2} F2 {F12} F12



{F5} F5 {HOME} Home

{F6} F6 {END} End




{F10} F10

Sometimes the remote system appears to stop accepting keystrokes. This could be due to a high system load or a noisy line. For the latter case, noise that looked like an opening brace character was received. To get around this, press the closing brace character a few times until you see it echoed on the local screen. This terminates whatever accidental extended key sequence was in progress. If the problem persists, try calling back into the system on another line or at a lower baud rate.

Appendix


File Transfers The FTRANS.EXE program supplied with Perfect Voice enables the transfer of files between the local PC and remote Perfect Voice system. These commands send and receive files using the XMODEM or ZMODEM file transfer protocol. The first character of the command specifies if you are using XMODEM or ZMODEM transfer protocol. Following are the batch files that use the FTRANS.EXE program.

XSEND Initiate an XMODEM file transfer to send a file from the Perfect Voice system to the local PC.

XRCV Initiate an XMODEM file transfer to receive a file from the local PC to the Perfect Voice system.

ZSEND Initiate a ZMODEM file transfer to send a file from the Perfect Voice system to the local PC.

ZRCV Initiate a ZMODEM file transfer to receive a file from the local PC to the Perfect Voice system.

Alternately, instead of using the above batch jobs, you may use the following direct commands:

FTRANS /S filename Initiate a ZMODEM file transfer to send a file from the Perfect Voice system to the local PC.

FTRANS /R Initiate a ZMODEM file transfer to receive a file from the local PC to the Perfect Voice system.

To transfer a file, run the appropriate program by keying in the command from the Perfect Voice system DOS system prompt, supplying the name of the file to send/receive as the only command line argument. After keying in the “X...” command on the Perfect Voice system, initiate the download/upload procedure in the communications software on the local PC. Configure the download parameters on the local PC to use XMODEM file transfer protocol.

Appendix


Appendix 4: Installing Hyperterminal

Installing Hyperterminal Private Edition 4.0 Hyperterminal Private Edition 4.0 is available in the Technician’s Tool Kit. Perform the following steps to install Hyperterminal.

1. Turn on the computer and start Windows.

2. Insert the diskette into the appropriate disk drive.

3. Click the Start button and select Run. A dialog box appears. Click Browse.

4. From the appropriate disk drive, select Htpe4.exe and click Open. 5. The initial installation screen appears.

6. Select HyperTerminal Private Edition 4.0 and click Next. The next screen describes this edition.

Appendix


7. Click Next. The License Agreement screen is displayed.

8. Select I accept the terms of the license agreement and click Next. You will be asked if you personally own the computer where HyperTerminal is being installed.

Appendix


9. Answer appropriately and click Next.

10. Specify where to install HyperTerminal Private Edition and click Next.

11. Click Proceed.

Appendix


12. Click Finish.

Appendix


Setting Up HyperTerminal Private Edition 4.0 It is recommended that you create 2 template files:

For Remote Connections.

For Direct Connections. The template file(s) will allow you to map the keys and modify properties one time. Then you may easily create specific customer files by saving the template file under another name and editing the telephone number.

To start HyperTerminal:

Click the Windows Start button – select Programs.

Select Accessories – HyperTerminal.

Double-click the HyperTerminal icon.

Creating a Remote Connection Template

1. Access HyperTerminal as described above. After the “splash” screen, this screen appears.

2. Enter Remote Connection Template for the Name and click OK.

Appendix


3. Enter a telephone number (no dashes) and click OK.

4. Click Modify.

5. On the Connect To tab, click Configure.

Appendix


6. Select the maximum speed your system will support and click OK.

7. On the Settings tab, set Emulation to VT100 and click OK.

8. Click Cancel.

Appendix


9. Now you need to map the keys for the Remote Connection Template.

From the top-line menu, select View—Key Macros

Click New to map a new key.

In the Key field, you press <Insert> on your keyboard, then press the key you wish to map (for example press <Insert> <F1>). Then in the Action box, enter the appropriate action, specifying keys with braces ({ }). For example, press <{> <F> <1> <}> on the keyboard.

Below is a list of the keys you need to map. For more information on how key-mapping works, see “Working Remotely” earlier in this appendix. When complete, click OK.





{F1} F1 {F11} F11

{F2} F2 {F12} F12



{F5} F5 {HOME} Home

{F6} F6 {END} End




{F10} F10

Appendix


10. When the keys are mapped you need to save this session. From the top-line menu, select File – Save. The next time you access HyperTerminal the new session will be displayed.

Create New Session Based on the Remote Connection Template Now that you have created a template for remote connections, you can use the template to create new files. There are two ways to do this. You may copy and paste the template to a new session or Save as the template to a new session. To copy:

From the HyperTerminal window (above), right-click the Remote Connection Template icon and select Copy. Then right-click in the window and select Paste. A copy will appear in the window. You may rename the copy (perhaps to a customer name) by right-clicking the copy and selecting Rename. Then you need to open the new file and modify the telephone number. The key-mapping and other modifications will be copied from the template.

To Save As:

Open the template file. From the top-line menu, select File-Save As. Save the file to a different name. Again, edit the telephone number and save.

NOTE To edit the telephone number, select File-Properties.

Appendix


Appendix 5: Create a Custom Dialplan You may create a custom dialplan for Perfect Voice. You may create 2-digit, 3-digit, or 4-digit Users. When creating a custom dialplan, keep several rules in mind:

Due to limited disk space, the maximum number of mailboxes allowed on the Perfect Voice system is approximately 300.

Maximum Ranges: 10-69 (2-digit range), 100-699 (3-digit range), and 1000-6999 (4-digit range).

When entering a range of numbers, the Starting number and Last number of the range must begin with the same lead digit. For example, 20 through 29, 200 through 299, or 2000 through 2999 are valid entries. 20 through 39, 200 through 499, or 2000 through 5999 are not valid. To create Users 20 through 59, you must enter a single range at a time. First enter 20-29, then 30-39, then 40-49, then 50-59.

When entering a range of numbers, the Starting and Last User in the range must be the same length (2-digits, 3-digits, or 4-digits). For example, 30-39, 300-399, or 3000-3999 are valid entries. 30-300 and 300-3000 are not valid entries.

Once you have established a range of Users for a specific leading digit, all subsequent additions must be within the same extension length of that range. For example:

User Range Established

Leading Digit

Locked-In Extension Length

Invalid subsequent adds

30-39 3 2 300-399 (3-digits), 3000-3999 (4-digits)

400-499 4 3 40-49 (2-digits), 4000-4999 (4-digits)

5000-5999 5 4 50-59 (2-digits), 500-599 (3-digits)

If a User already exists in a range, that User is skipped over in the creation of the range.

Appendix



Dial 912

Press [0]

Press 9090#

Press [1] to add normal users, or

Press [2] to add outside Users, or

Press [3] to add audiotext Users, or

Press [4] to add SMDI Users

Enter starting number of the range. When finished, press [#]

Enter the last number of the range. When finished, press [#].

Press [1] if correct.

Press [1] to make changes effective.

"Please wait", then you hear several beeps. You are placed at the main

greeting. Hang up.

Press [2] to make more changes.

Press [2] if not correnct.

NOTE: Changes will not become active until the next call into the system. Please hang up and call back into the system to verify changes.

Appendix


Appendix 6: Set up and Activate Email Notification The Email Notification feature sends the user an email when he or she receives a new voicemail message. The email is a text message that contains the Caller ID and urgency of the voicemail. By default, the email will also contain the actual voicemail attached as a GSM-compressed .wav file. To send the email without the attachment, see “4. Change Setting for Attaching Voicemail to Email Notification”.

NOTE If you are using a modem or direct connection, you need to be in HELLO mode to use the editor. (RCS connections do not require HELLO mode.) Please note the two bulletins at the end of this section (BULLETIN: SENDMAIL Program for Latest Internet Protocol Support on page 286 and BULLETIN: Problem with Timestamp on Voice Mail Generated E-mail Message on page 287).

1. Run C:\EM-SETUP.BAT and Edit Email.bat file to Activate Full-Time Network Connection

The em-setup.bat file creates the necessary directories, sets the scheduler jobs for the current date, launches the editor for Email.bat and socket.cfg, and reboots the system.

At the C: \email> prompt, type em-setup

NOTE If you encounter a "Not Enough Memory Available" error, type AFORMEXT before the EM-SETUP command. If symptom persists, then reboot the system and select option 6 during the startup menu. This will put the system in HELLO mode, but will not load the V-mail system (the system will be off-line and unable to take calls during this process). This will allow EM-SETUP to run properly. As a part of EM-SETUP, system will reboot to restore functionality.

The email.bat file is automatically opened in the editor.

After running em-setup, the email.bat file is opened in the editor.

o Press F4 and go to the vm2em line. Replace mail.yoursmtp.com with the correct SMTP server and [email protected] with the address of the sending email box. Be sure to leave the ‘–s’ and ‘–f’ in the command line.

Using the example below, only make changes to the red portion of the command: vm2em -smail.yourdomain.com [email protected]

If you are using sender authentication: vm2em -smail.yourdomain.com [email protected] -ausername –ppassword

If you are not using e-mail notification at this time, you may leave the information as-is.

Appendix


o Ask your email administrator if the SMTP server requires authentication. Plain and Login type authentication are supported. If your server requires authentication, type the User ID and Password after the information you entered for [email protected]. If authentication is not required, leave these blank.

o Press [F10] to save the changes, then press ESC to exit the editor. The socket.cfg file is then opened.

2. Edit Socket.cfg file After saving the email.bat file, the socket.cfg is opened in the editor. The socket.cfg file contains the setup for the TCP/IP parameters.

In the SOCKET.CFG editor screen, press [F4] to enter edit mode. You will notice some new information, near the bottom of the screen in the last section. This allows RCS to work for Remote Maintenance over the network. Do not make any changes to that section.

Follow the appropriate directions below, depending on whether your network uses DHCP or static ip addresses.

SOCKET.CFG Configuration Directions

Press [F4] and go to the ip address line.

Make the desired changes (see the examples below). If no changes are necessary, proceed to the next step

Press [F10] to save the changes, then press [ESC] to exit the editor.

The system will complete the setup and reboot when you exit the editor.

Below is the default SOCKET.CFG file:

# Packet driver settings # IP Address for DHCP #ip address 0.0.0.1 This line is inactive because of the hash (#) at the beginning # IP Address for Static IP ip address 192.168.254.252 This line sets the IP address to 192.168.254.252

#route add default if0 192.168.1.1 This line is inactive because of the hash (#) at the beginning

#domain server 192.168.1.1 This line is inactive because of the hash (#) at the beginning

Configure for DHCP To set the system for DHCP, remove the hash (#) from the first ‘ip address’ line above and add a hash to the second line as shown below:

# Packet driver settings # IP Address for DHCP ip address 0.0.0.1 Removed the hash (#) from the beginning of this line

Appendix


# IP Address for Static IP #ip address 192.168.254.252 Added the hash to the beginning of this line #route add default if0 192.168.1.1 This line is inactive because of the hash (#) at the beginning

#domain server 192.168.1.1 This line is inactive because of the hash (#) at the beginning

Configure for Static IP Address If you want to change the Static IP address, change the information highlighted below to match the necessary information for the system:

# Packet driver settings # IP Address for DHCP #ip address 0.0.0.1 Added the hash (#) to the beginning of this line # IP Address for Static IP ip address 192.168.254.252 Change this IP address to the one required by site

route add default if0 192.168.1.1 Remove the # and enter the Default Gateway for the site domain server 192.168.1.1 Remove the # and enter the DNS server address for the site

NOTE When removing the # to activate an IP address option, please remember to add the hash (#) to the other 'ip address' line you wish to deactivate. This is important because only one 'ip address' command will be valid

3. Add Email Address to User Record(s)

Log in to SCREENS


Select the desired user record(s), go to Screen 2, press F4 and enter the user’s email address in the IVR Data or EMAIL field.

Appendix


4. Change Setting for Attaching Voicemail to Email Notification

By default, Notify COS 400 is “enabled for use”, which means the wav file will be attached to the email notification. To send email notification without the wav file attachment, Notify COS 400 must be disabled and Notify COS 401 must be enabled for use:

Log in to SCREENS


Select Notify COS 400 – Voicemail to Email w/Attachment

On Screen 1, press F4 and edit the “Enabled for Use?” field to N.

Select Notify COS 401 - Voicemail to Email -Without Attachment

On Screen 1, press F4 and edit the “Enabled for Use?” field to Y.

Two COS records have been created for email notification:

Send with voicemail attached: Notify COS 400 is used to detect a new message and email a notification to the user’s email with a wav file of the voicemail attached.

Send without voicemail: Notify COS 401 is used to detect a new message and email a notification that does not include the voicemail wav file.

Appendix


BULLETIN: SENDMAIL Program for Latest Internet Protocol Support Important: You need to be running release 5.0.4 or 5.0.5 before installing this software. If you are not running at least 5.0.4 and install an update after you install this software, you will overwrite the new SENDMAIL.EXE with an older version! As the internet community continues to fight SPAM and security threats, the methods for sending e-mail is becoming increasingly complicated. Extended (Enhanced) SMTP (ESMTP) and associated protocols like Transport Layer Security (TLS) and Sender Authentication are features that were not supported in the existing Perfect Voice Embedded Systems Voice Mail to E-Mail mechanism. We are pleased to announce the availability of a new SENDMAIL program for the DOS based PV Embedded systems. This new software supports many of the new protocols and has been extensively tested with Google’s Gmail™ service as a transport. In fact, Gmail™ would be the recommended transport to use if you are having problems getting the customer’s existing e-mail server to cooperate. There is no need to change the customer’s own e-mail accounts to Gmail™, just create a Gmail™ account for the Voice Mail System to use for sending the messages. This update is currently available on the Teleco Customer Service website (https://dealers.teleco.com) in the Technical Services Downloads section. Download the file SENDMAIL.ZIP.

Included in this ZIP file are directions on installing and configuring the new SENDMAIL program. Please read the documentation before attempting the update process. Please be aware that this update is rather large, so be sure to follow the steps for checking available disk space before installing.

NOTE: If you are not having any problems with a site's voicemail to e-mail feature, then it is not necessary to perform this update!

If you have any questions, please contact Technical Support.

https://dealers.teleco.com/

Appendix


BULLETIN: Problem with Timestamp on Voice Mail Generated E-mail Message

Problem E-mails generated by the Voice-Mail to E-Mail feature shows an incorrect time. For example, the time may show the message being sent five hours earlier than the actual delivery time for those in the Eastern Time Zone. This problem is created because the MAKEMAIL process (which generates the RFC-2822 formatted e-mail for delivery by SENDMAIL) is using a now obsolete date format; the date does not include a time zone offset. Many e-mail clients will assume that the originator time zone is the same as the local time zone when this offset is missing; however, an increasing number of them interpret the missing offset as ‘0000’ for GMT.

Solution If your customer’s e-mail client is exhibiting this problem, we have a recommended change to the EMAIL.BAT file. The MAKEMAIL program supports the TZ environment variable, which allows it to append the time zone offset to the message header. It is not recommended to make this change for customers who are not exhibiting this problem; however, no harm will come from doing so. Please consult the appropriate Installation & Maintenance manual for instructions on editing this file. If you have any questions, please contact Technical Support. Changes are shown in blue. It is important to make both changes. Leaving the TZ variable set when e-mail is not in use could have unknown and adverse effects on other voice-mail functions. Example given is for the Eastern Time Zone. If you are not in the Eastern Time Zone, please consult the Time Zone Table on the following page.

aformext

if errorlevel 1 goto abort_try

c:

cd \tcpip

D:

CD \MESG

SET TZ=EST5EDT

vm2em -smail.yourdomain.com [email protected]

SET TZ=

c:

cd \tcpip

:abort_try

Aforms

Appendix


Time Zone Table

Eastern Time Zone EST5EDT

Central Time Zone CST6CDT

Mountain Time Zone MST7MDT

Arizona MST7

Pacific Time Zone PST8PDT

Alaska AST9

Alaska - Aleutian Islands AST10ADT

Hawaii UCT10

United Kingdom GMT0BST

Italy MET-1METDST

South Africa SAST-2

Australia (Broken Hill and South Australia) CST-9:30CDT

Australia (Lord Howe Island) LHT-10:30LHDT

Australia (NSW, Capitol Territory, Victoria) EST-10EDT

Australia (Northern Territory) UCT-9:30

Australia (Queensland) UCT-10

Australia (Tasmania) TST-10TDT

Australia (Western) UCT-8

New Zealand NZST-12NZDT

New Zealand (Chatham Island) CIST-12:45CIDT

Appendix


Appendix 7: Call Record and Call Monitor

Programming and Using Call Record Call Record allows users to record telephone conversations. The recorded conversation will be saved as a message in the specified mailbox. Telephones may be set up for automatic or manual record mode. If your state requires that a beep play during the recording, please follow the instructions below for programming the live-record beep.

NOTE In order to use call record, the system must be using SMDI Integration.

Station Programming For each station that will be set up for Call Record, you must program the record and pause/resume buttons. You must also program the station for automatic or manual record mode.

Program Record and Pause/Resume Buttons onto each station.

Program the station to use either Automatic or Manual record mode. (Mailbox Selection: Program 203 Field 23).

Programming the live-record beep (if required) If your state requires that a beep play while recording a telephone conversation, you need to program Perfect Voice to play a live-record beep:

Log into SCREENS


Go to Screen 2, press F4

Edit the Application or ID field. This field specifies how often (in 1 0ths of a second) the live-record beep plays while recording a call on Perfect Voice system. If this field is set to 0, no beep is played. The recommended value for this field is 200. This will play the beep every 20 seconds.

Using Call Record If using Automatic record mode:

After the call is established, press RECORD on the telephone. The recordings will be placed into the default mailbox for the extension.

If using Manual record mode, recordings may be placed in the default mailbox or in an alternate mailbox specified by the User:

After the call is established, press RECORD + “#” to place the recording in the default mailbox.

After the call is established, press RECORD + <Mailbox Number> + # to record into alternate mailbox.

While recording, you may press the Pause/Resume button to temporarily stop the recording. Press the button again to continue recording. Press RECORD key to end recording. Recording will automatically end when the call is terminated.

Appendix


Programming Call Monitor Perfect Voice allows Users to listen to messages over their telephone speaker AS the caller is recording it in voice mail. Users may intercept the call or allow it to remain in voice mail.

NOTE Call Monitor is only available for CIX40 and CTX28 systems.

Station Programming

Program “Call Monitor” button onto phone.

Using Call Monitor To enable call monitor:

While the telephone is idle, press the Call Monitor button.

Enter the mailbox password followed by the “#” key.

The Call Monitor button LED will light steady red.

When call monitor is enabled and a caller is leaving a message, the Call Monitor button LED will flash red.

Press the Call Monitor button once to monitor the caller.

At this time, the message will play over the telephone speaker as the caller is recording it in voice mail.

While the caller is being monitored, the User may:

o Press Call Monitor to intercept the call.

o Press RLS (hang-up) to end call monitoring of caller.

Appendix


Appendix 8: Terms Understanding the meaning of the following terms is the first step to understanding Perfect Voice.

caller An individual calling your company from an outside line.

User An individual who is defined on Perfect Voice system.

User ID A two, three, or four-digit number assigned to each User. This is the number or “extension” that a caller enters to select a User. The User ID is often the same number as the User’s telephone system extension number.

personal greeting The message heard by a caller when the User he is trying to reach is not available. This message is normally recorded by the User in his own voice. A personal greeting might sound something like, “You have reached the voice mailbox of Nancy Jones. I am not able to take your call at this time.....”.

greeting The recorded message heard by callers after the system answers their call (i.e. “Thank you for calling ABC Company...”)

whattodo The recorded message heard by callers immediately after the system plays the greeting (i.e. “Using your touch-tone phone, please enter the extension of the person you wish to reach...”).

audiotext A message heard by a caller after selecting certain single digit options (i.e. “Our mailing address is 110 Oak Street...”).

automated attendant A function of Perfect Voice in which callers are transferred to a User’s extension after entering his or her User ID.

voice messaging A function of Perfect Voice in which messages are recorded for a User or group of Users.

DTMF The tone generated by a touchtone telephone when one of its keypad digits is pressed.

default operator The User to which a caller is transferred to if no selection is made from the main greeting or whattodo.

distribution list A group of Users to whom a message can be easily sent or forwarded by selecting a single number.

Directory assistance Offers callers who do not know your User ID the option of “spelling out” your name by pressing the telephone keys that correspond to your last name.

Modes of Operation Primary Attendant When Perfect Voice is configured as the primary attendant, a caller who dials your company’s main telephone number is answered by the Perfect Voice system. The automated attendant function allows the callers to enter a User ID and Perfect Voice processes the call based upon the User ID entered.

Appendix


Secondary Attendant When Perfect Voice is configured as the secondary attendant, a person answers a caller who dials your company’s main telephone number. However, if the caller dials a secondary or “back door” telephone number, or if there is more call activity than the human attendant can handle, Perfect Voice answers the call. The calls are then processed just as if the Perfect Voice were a primary attendant.

Voice Messaging In this mode, a call is directed to Perfect Voice, because the User is not available to take the call. Perfect Voice then records a message for the User. This is voice messaging.

Users Normal Users Normal Users are those individuals who have a physical extension number on the telephone system that directly corresponds to their User ID, or mailbox, on the Perfect Voice system. If the called extension number is busy or does not answer, the caller is prompted to leave a message, enter another extension number or press 0 to reach the operator. The Normal User and Outside Mailbox User IDs may be two, three, or four digit numbers.

Outside Mailbox Users Outside Mailbox Users are those individuals who do not have a physical extension number on the telephone system but who do have a mailbox on the Perfect Voice system. When a caller enters an Outside User ID, Perfect Voice immediately plays the personal greeting for the mailbox and allows the caller to leave a message or dial another extension. The Normal User and Outside Mailbox User IDs may be two, three, or four digit numbers.

Audiotext Mailbox An Audiotext Mailbox is not associated with a specific telephone extension and does not take messages. Instead, it plays a pre-recorded greeting that provides information to callers. The information could be anything the company would like callers to have but does not necessarily need a person to say. Audiotext boxes are useful in playing information to callers such as the company address, fax number, business hours and general information.

Auto-Detect Users Two Auto-Detect Users are pre-defined (990=fax extension, 991=TDD extension).

Single Digit Users Single Digit Users available are 1, 2, 3, 4, 5, and 6. These Users may also be defined as audiotext boxes and/or transfer boxes.

System Codes Pre-Defined System Codes The pre-defined system codes are as follows:

System Access code: 7

Hang-up, or Endcall code: 998

Direct to take a Message: 997

Direct to Personal Greeting: 8

Directory Assistance: 9

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