SMVM 505 e

SOPHO VoiceManager 505
SYSTEM MANAGERS GUIDE
A Publication of PHILIPS BUSINESS COMMUNICATIONS HILVERSUM, THE NETHERLANDS Order No : Date : 9600 202 43101 June 2000
Great care has been taken to ensure that the information contained in this handbook is accurate and complete. Should any errors or omissions be discovered or should any users wish to make suggestions for improving this handbook, they are invited to send the relevant details to: PHILIPS BUSINESS COMMUNICATIONS PRODUCT QUALITY & SUPPORT P.O. BOX 32 1200 JD HILVERSUM THE NETHERLANDS PHILIPS COMMUNICATION SYSTEMS B.V. 2000. All rights are reserved. Reproduction in whole or in part is prohibited without the written consent of the copyright owner.
Using this guide
The System Managers Guide is designed to be used with the extensive online Help that accompanies the voice messaging system. These materials have been designed to help give you the information you need to do your tasks quickly. In general, the What is this? and Why do I need to do it? information is contained in the print documentation and the How do I do it? procedures are in online Help. The exceptions are procedures for installing, found in the Customer Engineer Manual. Use the System Managers Guide to learn how the system works and how you can set it up to meet your organizations needs. The voice messaging system is extremely versatile. You can combine features to
create as simple or full-featured a system as you need. Since the system is designed to grow with your needs, you may find yourself referring back to this guide as you maintain, expand, or fine-tune your system. This book is organized around these major tasks: Familiarizing yourself with the system, features, and console Training the users Maintaining the system
USING THIS GUIDE
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Contents
Using this guide ................................... iii

CHAPTER1
Using the system console ..................... 1 Signing in to the system ......................... 2 Viewing the Screen Menu ...................... 4 Moving around on a screen ................... 6 Selecting options and typing text ....... 10 Using online Help ................................. 14
CHAPTER2
Increasing message options with call routing to a personal secretary ..... 50 Notifying subscribers when messages arrive .................................... 51 Storing and saving messages ............... 52 Collecting information with Interview boxes .................................... 54 Using voice detection instead of touchtones ............................................ 56
CHAPTER4
What you need to know about your system ....................................... 17 Using system features .......................... 18 Using system IDs .................................. 20 Defining users ....................................... 24 Building the system with transaction boxes ................................. 26 Understanding transfer-greeting-action structure ............................................... 28 Customizing the opening greeting ...... 30 Playing music-on-hold prompts ........... 32
CHAPTER3
Training users ..................................... 59 Planning the training session ............... 60 Introducing the system to your organization ......................................... 62 Training subscribers .............................. 63 Training operators ................................ 64 Training other system managers .......... 65 Providing follow-up training ................ 66 Special topics for training .................... 67
CHAPTER5
What do you want the system to do? .............................. 33 Combining features to create the system you want .................................. 34 Setting schedules for handling calls ..... 36 Offering callers a directory of subscribers ............................................ 38 Routing callers quickly with one-key dialing ................................................... 40 Allowing callers to hold for busy extensions .................................... 42 Using greetings effectively ................... 44 Creating message groups .................... 46 Setting up message-taking options .................................................. 48
Maintaining your system .................... 77 Changing system settings by telephone ............................................. 78 Adding subscribers and guests ............ 80 Changing and removing subscribers and guests ......................... 82 Adding message groups ...................... 83 Changing and removing message groups ................................... 84 Adding transaction boxes .................... 85 Changing and removing transaction boxes ................................. 86 Changing the keypad map .................. 88
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CONTENTS
CHAPTER6
C H A P T E R 10
Expanding your system with transaction boxes ....................... 91 Evaluating your needs .......................... 92 Planning one-key dialing options ........ 94 Creating new transaction boxes .......... 96 Recording the new greetings ............... 98 Testing the new branch of the system .......................................... 100 Telling callers about the new branch ......................................... 102
CHAPTER7
Protecting your data ........................ 103 Backing up and restoring your data .. 104
CHAPTER8
Using reports to assess your system ..................................... 105 Creating reports ................................. 106 Viewing call activity ............................ 108 Viewing subscriber and group directory reports ................................ 112 Viewing call traffic summaries ............ 114 Determining the load on ports .......... 116 Viewing text files and previous reports ................................................ 118
CHAPTER9
Changing the system conversation .................................... 121 Overview ............................................ 122 Understanding the system conversation ....................................... 124 Identifying the prompt you want to change .................................. 128 Locating voice fields .......................... 130 Recording the new prompt ................ 136 Finding and recording unnumbered prompts ........................ 137
Using the Hospitality package .......... 139 Configuring general Hospitality settings ............................................... 140 Adapting the default guest settings ............................................... 141 Configuring wake-up calls ................. 142 Managing wake-up calls proactively .......................................... 143 Configuring the hotel guest directory ............................................. 144 Using Multilingual Guest Conversation ...................................... 145 Using Hospitality with your property management system ........... 146 Telling hotel guests about the guest messaging service .............. 148 Enrolling hotel guests in the voice messaging system .............................. 150 Checking hotel guests out of the system .......................................... 152 Retrieving a guests messages ........... 154 Deleting forgotten guest security codes ..................................... 155 Training hotel staff ............................. 156 Offering a hotel information service ................................................. 158 Planning information service menus ................................................. 160 Setting up transaction boxes for your information service ............... 162 Routing guests to the information service ............................. 166 Expanding your information service ................................................. 168 Setting up Help for new callers ......... 169 Setting up direct call transfers ........... 170 Working with advertisers ................... 172 Setting up remote recording of announcements for a business ....... 174
CONTENTS
CONTENTS
Building a multilingual information service ................................................. 176 Keeping your information service current ................................................ 177 Evaluating your information service ................................................. 178
Glossary ........................................... 179 Index ............................................... 201
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C H A P T E R 1
Using the system console
As system manager, you will set up and maintain the voice messaging system. Although you can do some of these tasks by telephone, you will do most of the initial work and much of the maintenance using the system console. This chapter describes how to sign in to the system and gives an overview of the console.
Signing in to the system ......................................... 2 Viewing the Screen Menu ...................................... 4 Moving around on a screen ................................... 6 Selecting options and typing text ....................... 10 Using online Help ................................................. 14
USING THE SYSTEM CONSOLE
Signing in to the system
The system can be maintained via HTML console screens that can be accessed and displayed with an internet browser (Netscape or Internet Explorer) running on the maintenance PC. Two ways of connections are possible with VM505: Dial-up SLIP connection with modems via serial line: To connect to the system make a call to the VM505 modem and start up a session of the browser. Select the IP address of the VM505. (The maintenance PC may be already configured in such a way that starting the browser will connect directly to the VM505 system.) Connection via a Local Area Network (Ethernet): Start a session of the browser and select the IP address of the VM505.
When a connection with the system is established the system will return with a log-on screen. Supply username and password. The system will then return with the banner screen. From the banner screen, you can reset any system port, view or change the system clock or shut down the voice messaging system.
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SIGNING IN TO THE SYSTEM
Log-on screen
Banner screen
Viewing the Screen Menu
From the banner screen the Screen Menu can be selected. Like other console screens, the Screen Menu contains common elements. You will always have a way to go back to the previous screen, and the screen name lets you know where you are. The Screen Menu contains links to all of the console screens you will use to set up or maintain the system. The console screens are grouped into eight types, and each type has a shortcut that lets you go directly to that group of screens. Application Setup Set up the default systemwide settings that the system applies when you add a new subscriber, guest, group, or box. Subscribers and Guests Add, change, or remove subscriber and guest records. Groups Add, change, or remove message or directory group records.
Call Handling Manage settings for how the system transfers or answers calls. Voice Prompts Review or change recorded information, which includes all of the prerecorded prompts in the system. Telephone System Setup Review or modify the telephone system setup options. Your installer will complete most of these settings. Reports View, print, or store information that the system collects on calls, ports, and users. Hospitality Review or modify specific hospitality information.
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VIEWING THE SCREEN MENU
When you select an option or menu item, a box appears around it. You can use any of these methods: Click the mouse cursor on the button, option, or menu item.
Screen Menu
On the Screen Menu you can view and change default system options, subscriber and guest records, message and directory groups, call handling options, voice pr ompts, and the telephone system options. Y ou can also prompts, You create and view reports.
Moving around on a screen
The top of each screen
At the top of each scr een is the scr een title. T o the right of the scr een screen screen To screen title is a toolbar with buttons you can use to see online Help or to complete a task quickly . quickly.
When a screen has several subscreens
If a screen has more options than can fit on one screen, you will see a list of additional scr een names below the toolbar . The name of the scr een screen toolbar. screen currently displayed is highlighted. Choose another screen title to view that screen.
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MOVING AROUND ON A SCREEN
Screen options
Each screen also has Reset and Save buttons. Choose Save to save the changes you make on the screen; choose Reset to cancel any new changes you have made.
MOVING AROUND ON A SCREEN
The search feature
Some select lists fill mor e than a single scr een. Y ou can choose the Display more screen. You More button to see the next page of data, or you can use the search featur e to find an item in the list. T ype the first few letters or numbers of the feature Type name or ID you want to find. Then choose Search.
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Selecting options and typing text
Each screen contains options and toolbar buttons. You will complete some or all of the options as you set up your system. You can use toolbar buttons to do specific tasks, such as finding subscriber records.
The toolbar buttons that appear depend on the screen and the tasks you can accomplish on it. The Help button always appears. Toolbar buttons appear at the top of each screen. The toolbar contains only the buttons that relate to the current screen. Some buttons only appear when you are viewing online Help.
Toolbar buttons and what they do

Button Description Shows online Help for the current console screen.
Returns to the current console screen.
Shows definitions for terms used in online Help.
Shows the table of contents for online Help.
Goes to the Screen Menu.
Goes to the Quick Edit screen, where you can quickly see and change several records.
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SELECTING OPTIONS AND TYPING TEXT
Toolbar buttons and what they do

Button Description Lets you change the current time and date on the system clock.
Shuts down the voice messaging system and starts up the Field Service Utilities.
Connects a telephone to the system console so you can record prompts and greetings.
Shows a list of current records for you to choose from.
Adds one or more subscribers, guests, or boxes.
Deletes the current subscriber, guest, or box.
Adds one or more members to the current group.
Deletes one or more members from the current group.
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Completing screen information

A B
C G D
F H
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A The system displays the name of the account or box in view. B Choose a button to perform the indicated command. C An edit box allows you to type information. Press ESC to clear the box. D A tab links you to another screen. Select a tab and press SPACEBAR or ENTER. E A voice field allows you to record, review, or erase a greeting. Select a voice field to go to the Edit Voice Recording screen. F Select the list box to display a list of choices, then select the choice you want. G Radio buttons indicate that you must select one choice among the options shown in that group. H Check boxes indicate that you can select as many choices as you want in that group.
Note The browser supports an auto-apply feature. If you change data on a screen and then move to another screen, such as Help, your changes will automatically be saved.
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Using online Help
The System Managers Guide is a handy resource for general and overview information, as well as for tips on maintaining the system and training users. If you are looking for specific information on completing a task, you will find it in online Help. When you are unsure of what to enter in a field, how to complete a screen, or the type of tasks you can do on a screen, online help is always available. Every screen has a Help button. When you choose the Help button, you see help for the screen you are currently viewing. To See online Help Go to the glossary See a list of all Help topics Return to the current console screen
Each Help topic contains a brief description of the screen and the tasks you can do. Some Help topics contain links to a glossary item or to another Help topic. You can also go to the Table of Contents for online Help at any time.
Do this Choose the Help button. Choose the Glossary button. Choose the Table of contents button. Choose the Back to console button. You can also press ALT+RIGHT ARROW.
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USING ONLINE HELP
Online Help is available for each screen
To exit online Help at any time, choose the Back to console button. If you have viewed several Help topics, you can choose the Previous Help topic button to return to the last topic you viewed.
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C H A P T E R 2
What you need to know about your system
Using system features ........................................... 18 Using system IDs ................................................... 20 Defining users ........................................................ 24 Building the system with transaction boxes ....... 26 Understanding transfer-greeting-action structure ................................................................. 28 Customizing the opening greeting ..................... 30 Playing music-on-hold prompts .......................... 32
WHAT YOU NEED TO KNOW ABOUT YOUR SYSTEM
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Using system features
The voice messaging system is made up of the automated attendant, voice mail, and audiotext.
Automated attendant
The system acts as a receptionist by handling and routing incoming calls.
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USING SYSTEM FEATURES
Voice mail
Allows external callers to leave recorded messages for subscribers, and subscribers to leave messages for each other. Voice mail can be used both when an operator is on duty to answer calls and when calls are handled by the automated attendant.
Audiotext
Uses recorded messages to deliver or collect information 24 hours a day. Each of these options has a variety of features you can use to design your system. This chapter covers the key concepts that will allow you to tailor the system to meet your organizations needs.
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Using system IDs
A system ID is a numeric code that the voice messaging system uses to uniquely identify subscribers, guests, transaction boxes, voice detect boxes, and interview boxes. The system also uses them to route calls to the proper extensions and mailboxes, and to link boxes for advanced call routing and audiotext. Each system ID must be unique. No two items can have the same system ID. Each system ID may be up to 10 digits long. To reduce confusion and ensure the maximum total number of available IDs, confirm that all of your IDs contain the same number of digits and that you allow enough digits for all entries. If the system uses a lettered rather than numbered keypad map, keep in mind that it is the touchtone numbers that make a system ID unique, not the corresponding letters. For example, you cannot use both SANDY and RANDY as system IDs because both are equivalent to 72639.
How the system listens for IDs

The system listens for system IDs on a digitby-digit basis. When a caller enters an ID, the system examines the first touchtone to see if it is a valid system ID. If not, the system adds the second touchtone, then checks to see if that combination matches a valid ID. This process is repeated for every touchtone until a match is found or until there are no more touchtones to check. This method of listening for system IDs provides quick responses because the system can go directly to the first available match. However, you must take care to ensure that you do not have a long ID that begins with digits that match a shorter ID. For example, you cannot have both 234 and 2345 as IDs. You can avoid this by making sure that all system IDs contain the same number of digits.
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USING SYSTEM IDS
System IDs
ID Personal ID Identifies Subscriber or guest How used Identifies the caller to the system and allows subscribers to listen to messages, leave two-way messages for others, and change their setup options. Guests use this ID to trade two-way messages with their hosts. This ID is usually created by adding an extra digit (for example, 9) to the front of each individuals extension ID. Think of this as the address for the voice mailbox. Callers dial this to reach a subscriber. This ID usually matches the telephone extension number, but if two subscribers share the same extension, they will have two different extension IDs. Callers dial these to reach a particular box. Box IDs are also used for automatic routing of calls and in one-key dialing menus. Callers using numeric directory assistance dial this to access a department or individual. Directory IDs are also used for automatic routing of calls. Subscribers use this to send a message to a numbered message group. Callers hearing the opening greeting dial this for the directory that allows them to reach individuals by spelling the names.
Extension ID
A subscribers mailbox
Box ID (boxs system ID)
Transaction boxes Interview boxes Voice detect boxes Operator box Public Interview box Directory menus and directory groups
Directory ID
Numbered Groups ID Automatic Directory ID
Message groups Automatic directory assistance
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USING SYSTEM IDS
Internal IDs
There may be occasions when you want to prevent callers from dialing a system ID directly. You can make an ID internal, or hidden, by using a dollar sign ($) as the first character of the ID. The dollar sign cannot be dialed from a touchtone keypad. The most common use of an internal ID is for routing callers to voice detect boxes, transaction boxes, or interview boxes. For example, the system comes with a Public Interview box with the system ID $PM. This ensures that callers never dial the Public Interview box directly, but they can be routed to it automatically when the operator is not available.
Default system IDs

The voice messaging system comes with certain default system IDs already set up for you. If you decide to change any of these, you must enter the new ID on all the screens where the old ID appears.
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USING SYSTEM IDS
Default system ID 0 (zero) 9696 72639 (sandy) Sandy Simmons, personal ID 9555 555 $PM $GREETING
For Operator System manager Default system manager Subscribers And Guests> Summary Guest of Sandy Simmons, Les Larson, personal ID Automatic Directory Assistance Public Interview box Opening greeting
Can be found in Application Setup>Operator Box Subscribers And Guests>Summary
Subscribers And Guests>Summary Application Setup>General Settings Call Handling>Interview Boxes Call Handling>Transaction Boxes
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Defining users
There are three types of system users: subscribers, guests, and external or unidentified callers. A subscriber is an enrolled user of the voice messaging system. Enrolled users include individuals in your organization as well as system managers. Each subscriber has a numbered mailbox or extension ID, and a personal ID. A guest is an individual who is hosted by a subscriber. A guest has a mailbox, a personal ID, and limited mail privileges. Guests can send two-way messages only to their host. An external caller is a subscriber or nonsubscriber who calls from outside the system. In other words, the call comes to the system through an external line rather than an extension. The voice messaging system identifies the caller as a subscriber if the caller enters a personal ID. If no ID is entered, the caller is an unidentified caller and has no system privileges. An unidentified caller hears a different conversation than a subscriber.
A system manager is a special kind of subscriber. This individual can change system settings by telephone and at the console. You give system manager access privileges to an individual in that persons Subscribers And Guests>Access Options screen.
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DEFINING USERS
T i p Assign guest status to customers who frequently call the organization or customers who require special attention.
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Building the system with transaction boxes
A transaction box is a key building block of the system. The transaction box is a special kind of mailbox that you use to set up call routing, create menus, or provide announcements of recorded information. Transaction boxes can be used for audiotext, automated attendant, and voice mail. A transaction box can be set up with two different operating modes, called day mode and night mode.
Your use of transaction boxes can be as simple or complex as you wish. Some organizations use transaction boxes to route callers to different departments, or to provide morning, afternoon, and evening greetings. Other organizations use transaction boxes to play detailed audiotext messages, route callers to menus, or route callers to interview boxes. The Call Handling screens of the console contain most of the transaction boxes. Each box has an owner, a name, and a unique system ID. The console screen shows which schedule the box follows.
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BUILDING THE SYSTEM WITH TRANSACTION BOXES
There are four special types of transaction boxes: Operator box Interview boxes Public Interview box Voice detect boxes
Public Interview box

The messages in this interview box are available only to subscribers with public message access. Typically, the Public Interview box is used to handle calls intended for the operator that go unanswered. You give one or more subscribers access to the box to ensure that these calls are handled.
Operator box
A special transaction box used exclusively for handling calls that go to your operator. You set up the Operator box in Application Setup.
Voice detect box

A special type of transaction box that allows callers to make selections by speaking rather than by pressing touchtone keys. You can create more than one voice detect box. When building your system, think about where you want each type of call to go and design the system accordingly.
Interview box
You can use this box to convey and collect information. For example, you can ask for names and addresses or take sales orders. Using a question and answer format, the system plays an introductory statement and a series of questions, then records the callers replies. You can create more than one interview box.
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Understanding transfer-greeting-action structure
Each call that comes into the voice messaging system is directed using a particular sequence. You set up this sequence using the transfer-greetingaction structure. For example, if you have set up an opening greeting, the system answers each incoming call, plays the greeting, and routes the call to an extension, fax machine, or other system ID. Transfer Whenever a call comes to a box in the voice messaging system, the system determines whether or not to physically connect, or transfer, the call to a telephone. The transfer option you select determines how the system attempts to complete the transfer. For example, you determine whether the voice messaging system will listen to see if the destination extension is ringing before transferring. If the system does not transfer the call, it proceeds directly to the greeting.
Greeting If transfer is turned off for the box, or if a transfer attempt fails, the system plays the greeting. The greeting determines what callers hear and what menu options they have. Action After the greeting is played, the action option determines what happens next. For example, the system might route the call to another box, route it to the operator, take a message, or end the call.
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UNDERSTANDING TRANSFER-GREETING-ACTION STRUCTURE
You will use this structure to set up call handling for subscribers, transaction boxes, voice detect boxes, interview boxes, the Operator box, and the Public Interview box. Online Help provides guidance in completing these console screens.
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Customizing the opening greeting
If you plan to have the automated attendant answer incoming calls during or after normal business hours, you can use an opening greeting transaction box. You can easily adjust the box for the unique needs of your organization. Note The opening greeting is a callers first contact with your organization. When recording or rerecording the default opening greeting, consider hiring a professional announcer.
Do you want callers to be able to leave messages for subscribers after hours? If so, use automatic directory assistance and mention its system ID (555) in the greeting in night mode as well as day mode. Do you have frequent callers that access the same features repeatedly? Mention in the opening greeting that they can make a touchtone selection at any time. Do all callers have touchtone service? If not, make sure that the system transfers callers who do not press any touchtones to a person or to an interview or message box. In addition, you can use voice detect in the opening greeting transaction box to allow call holding for callers without touchtone service.
For all sites

If you plan to adjust the opening greeting transaction box settings in any way, consider these options: Do you want to offer callers a one-key dialing menu? If so, you can specify the routing IDs in the Greeting And One-Key Dialing screen for the Opening Greeting transaction box. Remember to rerecord the greeting, giving the destination and the touchtone for each choice.
If you are installing a new system

An opening greeting transaction box (System ID $GREETING) is included with the voice messaging system. The box is set up with prerecorded day and night greetings. You can rerecord the greetings for your organization using a local connection, or over the telephone with the system manager conversation.
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CUSTOMIZING THE OPENING GREETING
In day mode, the box transfers incoming calls to the system operator (0). In night mode, the box transfers incoming calls to the public interview box ($PM). You can change the settings for the opening greeting transaction box in Call Handling> Transaction Box. All ports are set to use the opening greeting transaction box.
To add an opening greeting transaction box
1 Add the box (System ID $GREETING) in Call Handling>Transaction Box. 2 Record day and night greetings using a local connection. 3 Go to the Application Setup>Port Settings screen and type the box ID in Day Opening ID and Night Opening ID. 4 Edit the OP prompt set as follows: delete OP001 and OP003, and record a halfsecond of silence in OP002.
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Playing music-on-hold prompts
The system has 10 prompts available for playing music-on-hold to callers second in line or further back in the holding queue. (The first caller in the queue is on hold with the telephone system, rather than the voice messaging system, and hears the recording provided by the telephone system.) The prompt numbers are HD023 through HD032, located in the Holding (HD) prompt set. The first music-on-hold prompt comes with your system. It contains piano music by Mozart. You record additional music-onhold prompts in the same manner that you record other prompts and voice fields. If multiple music-on-hold prompts have been recorded, the system cycles through the prompts. When the voice messaging system finishes playing one music-on-hold prompt, it asks the caller if he or she wants to continue to hold, then plays the next music-on-hold prompt in the series. The system skips any prompts that have not been recorded.
When recording music-on-hold prompts, note that the length of the prompt determines the length of the holding cycle for callers in the holding queue. Prompts between 20 and 60 seconds work well. If the music-on-hold prompts are too short, the caller will be asked too frequently to press a tone to remain on hold. If they are too long, the caller may get tired of holding and disconnect. Tip The music-on-hold prompts can contain music of your choice, promotional messages, or information about your use of call holding.
See also Changing the system conversation ...... 121
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C H A P T E R 3
What do you want the system to do?
The voice messaging system contains many integrated features so that you can tailor it to meet your specific needs. Combining features to create the system you want ................................................................ 34 Setting schedules for handling calls .................... 36 Offering callers a directory of subscribers .......... 38 Routing callers quickly with one-key dialing ..... 40 Allowing callers to hold for busy extensions ..... 42 Using greetings effectively ................................... 44
Creating message groups .................................... 46 Setting up message-taking options .................... 48 Increasing message options with call routing to a personal secretary ........................... 50 Notifying subscribers when messages arrive ..... 51 Storing and saving messages .............................. 52 Collecting information with interview boxes ..... 54 Using voice detection instead of touchtones ..... 56
WHAT DO YOU WANT THE SYSTEM TO DO?
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Combining features to create the system you want
The voice messaging system features work together to create a flexible system that can grow with your organizations needs. You can use some or all of these features. When you first install the voice messaging system, you and the installer review what you want the system to do, and the installer sets up the features you specify. Some system managers prefer to get the basic system running quickly, then increase the capabilities after users are comfortable with the new system.
You determine what you want the system to do. If you want the system to simply record messages from callers and store the messages for easy retrieval, you can set up voice mail only. Or, you can assign more tasks to the voice messaging system. For example, the system can automatically answer incoming calls when no operator is present (automated attendant) or transfer a call to a particular extension (call forwarding).
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COMBINING FEATURES TO CREATE THE SYSTEM YOU WANT
You can set up your companys opening greeting with a menu of choices that quickly route callers to the person or department they want (one-key dialing), to a directory, or to an interview box where you can gather information or take orders 24 hours a day.
T i p To get an idea of the available features, read the topics in this section. Use the related console screen to set up each feature.
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Setting schedules for handling calls
Most organizations are not open 24 hours every day. In many cases, some departments have different work hours than others in the same organization. If you want the voice messaging system to handle calls differently depending on the day or time, you can use schedules. The system lets you set up to three schedules, each with two different modes of operation. Day mode The days and hours in which your organization is open or when standard telephone service is available. Day mode hours do not have to be normal daylight hours. Night mode The days or hours when your organization is closed or when standard telephone service is unavailable. Night mode is in effect for all the days or hours outside the day mode schedule.
You can also specify up to 18 holidays per year, during which the system remains in night mode for 24 hours. You can assign different schedules to specific system ports or transaction boxes. For example, a company with departments that work different hours can create one schedule for general business hours (Schedule 1), one for extended customer service hours (Schedule 2), and one for the order-taking department (Schedule 3). Calls for the customer service department, for example, may be handled by a port that you set up for Schedule 2, while calls for the order-taking department are handled by another port that you set up for Schedule 3. You can also assign a schedule to an operator box to control when calls are transferred to that operator.
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SETTING SCHEDULES FOR HANDLING CALLS
The system also contains a special schedule, Schedule 4, which remains in either day mode or night mode 24 hours a day. You set Schedule 4 to day or night mode at the console. You can use Schedule 4 when you have an automated function, such as an interview box, that does not need assistance from a live person. You can also use Schedule 4 for a department that is open 24 hours a day.
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Offering callers a directory of subscribers
A caller dials an extension number to reach a particular subscriber. If callers do not know the extension, they can still reach the correct individual without assistance from an operator by using automatic directory assistance or numeric directory assistance. The voice messaging system is already set up to use automatic (alphabetic) directory assistance. Automatic directory assistance lets a caller find a subscribers extension by spelling the first three letters of the persons name on a touchtone keypad. When the caller enters the letters, the system plays the name of the closest matching subscriber and awaits confirmation. If the system finds more than one match, it plays each possibility until the user selects one.
If your system is set up for telephone keypads without letters, or if you have callers whose keypads do not have letters, you can also provide numeric directory assistance. You set up numeric directory assistance by organizing subscribers by a common characteristic, such as department name, location, schedule, or by where their names fall in the alphabet. Often, numeric directories contain multiple layers or menus. For example, the opening greeting may give options for Sales and Customer Service. If a caller chooses Sales, the greeting then offers a choice of sales regions.
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OFFERING CALLERS A DIRECTORY OF SUBSCRIBERS
Tips
K
If you plan to use alphabetic directory assistance, enter each subscribers name in the Subscribers And Guests summary screens in a consistent format, such as last name, first name. You can have an unlisted subscriber who does not appear in the automatic directory. You set this up in that subscribers Access Options screen. You can use both automatic (alphabetic) directory assistance and numeric directory assistance in the same voice messaging system.
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Routing callers quickly with one-key dialing
When a call comes in, you want the voice messaging system to direct it to the correct destination quickly. One method is to create menus that allow callers to press one touchtone key to reach an extension. The one-key dialing feature is useful in both personal greetings and transaction boxes. Note One-key dialing is only available in the greeting for a subscribers mailbox or a transaction box.
In a one-key dialing menu, a single touchtone represents a full system ID. A caller can press a single key to route his or her call to another extension, the operator, or a transaction box. The most common use of a one-key dialing menu is the opening greeting transaction box, accompanied by a greeting (for example, For sales, press 1. For service, press 2.). Based on the callers touchtone response, the transaction box routes the caller to the system ID you specify. In the example above, you decide if callers pressing 1 are connected to the extension for the sales receptionist, to a directory of sales associates or regions, or to an interview box for taking sales orders.
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ROUTING CALLERS QUICKLY WITH ONE-KEY DIALING
Tips
K
When recording a greeting for a one-key dialing menu, state the destination first, then the one-key touchtone (for example, For sales, press 1). Always provide a way for callers who do not have touchtones to reach an operator. When you record a one-key dialing menu, provide a few seconds of silence at the end of the greeting to give callers time to choose. To use one-key dialing, callers must have touchtone telephones. However, you can also set up voice detect boxes that detect spoken responses rather than touchtones.
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Allowing callers to hold for busy extensions
If extensions on your system receive more than one call at a time, you can set up the system to let callers hold until the extension becomes free, instead of immediately playing the mailbox greeting and taking a message. This call holding feature is built into the voice messaging system and is separate from any call holding feature in your telephone system. Note Once the number of calls holding exceeds the limit you have established, additional callers will be transferred immediately to voice mail, where they can leave messages. This helps prevent your ports from being tied up with calls on hold.
The voice messaging system tells callers on hold how many callers are waiting before them and allows each caller to continue holding, leave a message, or try another extension. You can set up the system to play music and special messages to callers on hold. Again, these features are independent of any call holding features provided by the telephone system.
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ALLOWING CALLERS TO HOLD FOR BUSY EXTENSIONS
You can turn on call holding for individual subscribers, transaction boxes, the Operator box and voice detect boxes. You can also control whether subscribers can turn call holding for their own mailboxes on or off by telephone. In addition, you can limit the total number of calls holding for the entire system and for specific extensions.
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Using greetings effectively
Greetings let callers know they have reached the right number, encourage them to leave a message, or offer assistance or routing to another extension. There are three types of greetings: system, personal, and transaction box.
Personal greetings
Each subscriber can record two personal greetings. Subscribers can switch between the two personal greetings at any time using their personal message options. Standard greeting The greeting outside callers hear. Alternate greeting Used to notify callers of special circumstances, such as when a subscriber is on vacation or on a business trip.
System greetings
When callers first reach the voice messaging system, they hear the opening greeting. If you use schedules, your organization can have up to three opening greetings: Day greeting Plays during the days and times you have designated as normal business hours. Night greeting Plays during the days and times outside of those specified in your day schedule. Holiday greeting Plays on the days you specify in your holiday schedule.
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USING GREETINGS EFFECTIVELY
Transaction box greetings

Transaction box greetings are often used for audiotext announcements or for introductions to one-key dialing menus. Day greeting Plays during the days and times you have designated as normal business hours. Night greeting Plays during the days and times outside of those specified in your day schedule. Alternate greeting Can be used as a 24-hour-a-day greeting.
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Creating message groups
You can send the same message to several people at once by creating a message group. You can create systemwide message groups at the console, and subscribers can create their own groups by telephone. The subscriber who creates the group is the groups owner, but the system manager can also specify the group owner at the console. Since creating and changing groups is an easy task, you can quickly create groups, add and remove subscribers to the group as often as you want. The system may use either spelled-name message groups or numbered message groups. To reach a named group, subscribers select the message group by spelling its name on the telephone keypad. To reach a numbered group, subscribers must first press the numbered groups ID, then the three-digit group number.
The system uses two kinds of message groups. Private groups A private message group belongs to a single subscriber, called the owner. Only the owner can send messages to this groups members. Other members can hear a group message, but cannot send a message to the group. Open groups All approved subscribers on the system can send messages to open groups. Guests cannot be members of an open group.
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CREATING MESSAGE GROUPS
You can also choose how the messages are distributed: Dispatch distribution The first member to listen to the message is the only person who receives it. This is useful when a group of subscribers is equally responsible for a task, such as customer support. If you do not select the Dispatch distribution option, each member receives every message sent to the group. This is useful for announcements that each individual needs to hear.
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If the owner of an open group is deleted, group ownership is transferred to the system. The system comes with one open group, called ALL, which includes all subscribers on the system. Each member of the ALL group receives every message sent to the group. The owner of the ALL group is the system. ALL is updated automatically when you add or remove subscribers.
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Setting up message-taking options
Taking messages is a primary function of your system. You can set up different message-taking options for individual subscribers, and offer message taking in transaction or voice detect boxes. You can also allow callers to edit their messages or leave urgent messages. The voice messaging system handles calls by following the transfer-greeting-action sequence set up for a subscriber or box. In most cases, the voice messaging system first tries to transfer a call to the extension. If the line is busy or unanswered, the system plays a greeting and takes a message.
If you allow callers to leave a message, you can also: Allow callers to edit or review their messages Set a maximum message length (in seconds) Specify if callers can mark messages urgent
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SETTING UP MESSAGE-TAKING OPTIONS
You can also control the way the system handles unanswered calls to an extension. For example, you can specify that an extension or box does not take a message, or that it takes a message and then routes the caller to a directory menu. The system handles calls from within the system in a special way. Whenever subscribers enter personal IDs, they identify themselves to the system. When a subscriber sends a message to another subscriber, the system announces the callers name and offers the recipient a chance to respond to the message automatically and without dialing an extension. This two-way messaging feature facilitates quick communication between subscribers. Guests can leave twoway messages for their hosts.
You can also allow subscribers who are sending messages to use these message options: Request a return receipt Request future delivery Mark a message as private
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Increasing message options with call routing to a personal secretary

Some subscribers have incoming calls handled by a secretary or assistant. You can set up a transfer-greeting-action sequence for an individual subscriber to provide special routing of incoming calls. In this way, the system functions like a personal secretary. You set up a subscribers options in the Subscribers and Guests screen. This screen allows you to route unanswered calls to another extension or provide callers with one-key dialing options. Routing to another extension Delete the subscribers greeting and set Action after Greeting to route to a transaction box that transfers the call to another extension. This transaction box can also have a one-key dialing menu with additional options the caller can choose if the second extension is busy or unanswered. Providing a one-key dialing menu Set up a transaction box with the subscribers extension number as the box ID. Incoming calls to that extension are transferred to the transaction box, rather than to the subscribers mailbox. The transaction box can offer a menu of choices, such as taking a message, transferring to another subscriber, or immediately transferring to the operator. If the caller chooses to leave a message, for example, the transaction box then transfers the call to the subscribers mailbox where the message is recorded. You can combine these options for even more flexibility.
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Notifying subscribers when messages arrive
There are two ways that the system can alert a subscriber when a new message has arrived. As system manager, you can set up message notification options for each subscriber or box. Message waiting indicator The voice messaging system can tell a subscriber that a message is waiting. The indicator may be an indication light on the telephone, a distinctive dialtone, or a message on a display telephone. Message notification You can specify up to four telephone numbers (including a pager) that the system automatically dials to notify a subscriber of a waiting message. You can also specify the frequency of these calls and whether the system notifies the subscriber of all messages or only of urgent messages.
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Storing and saving messages
Some messages can be heard once and deleted. Others need to be saved for processing at a later date. As system manager, you decide how long a new (unheard) message is stored and how long an old (heard) message or an archived message is saved. When a new message arrives for a subscriber or guest, it is stored until it has been retrieved. Once it has been heard, it becomes an old message and is saved for a certain length of time. Normally, an old message is saved at least until midnight of the day it was received.
Subscribers may want to save some messages, however, to hear or respond to at a later date; subscribers can archive these messages. An archived message is saved for a longer period of days, weeks, or months. Each time the subscriber listens to the archived message, he or she must archive it again; otherwise, it is deleted. The longer the archive period, the more disk space will be used. In most cases, you or the installer set up these times when you install the system. You can change these settings for an individual subscriber.
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STORING AND SAVING MESSAGES
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You set the default number of days to store new (unheard) messages in Application Setup>General Settings. You set the default number of days to save old and archived messages in Default Subscriber Summary. Using seven days or fewer helps conserve disk space.
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Collecting information with interview boxes
You can give information to or collect information from callers even during nonbusiness hours using an interview box. An interview box can contain up to 20 questions or announcements. You add interview boxes at the console. Each interview box has an owner, a name, and a unique system ID. Messages left at an interview box are available only to the owner of the box.
If you are collecting information, set up the interview box to record responses to interview questions. The system can beep after each question to prompt callers to respond, and you can specify the recording length of each message. For example, a business could use interview boxes to take sales orders or to do market research. When the interview boxs owner retrieves the messages, the owner hears the callers replies with a beep separating each response.
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COLLECTING INFORMATION WITH INTERVIEW BOXES
Note If you need to collect information from callers that will be available to more than one person, use the Public Interview box. The Public Interview box is an interview box with messages available only to subscribers with public message access. (You set up public message access for subscribers.) T i p Use the first question of an interview box to give an introduction to the interview and to provide instructions. If you do not want callers to respond to the introduction, set the response time to 0 (zero) seconds.
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Using voice detection instead of touchtones
If your telephone system or service area includes callers without touchtone access, you can still offer callers menus and directories using voice detect. Voice detect allows callers to make choices or respond to prompts by saying Yes or by remaining silent for No. With voice detect, the system listens for spoken sound, not touchtones. Each voice detect box has an owner, a name, and a unique system ID. You can combine voice detect boxes with interview boxes to set up special call routing or audiotext to collect information from callers. The voice messaging system comes with one voice detect box already set up for you.
Setting up voice detect involves four main steps. Plan how you will use voice detect boxes Decide how many voice detect boxes you need and how callers will be routed to them. Decide whether you need any transaction boxes or interview boxes. Make a sketch to show how the boxes are related. Add the boxes to the system Set up call transfer, record names and greetings, and choose how the system handles callers who remain silent. Set up the opening greeting Route callers to the voice detect box by setting the Action to go to the boxs system ID. After you set up the voice detect box, test it Call the system and verify that the system handles the call correctly when you say Yes and when you remain silent.
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USING VOICE DETECTION INSTEAD OF TOUCHTONES
You may also set up voice detect call holding. Callers can say Yes instead of pressing a touchtone to indicate they want to hold for a busy extension. Voice detect call holding is available in voice detect boxes, transaction boxes, the Operator box and in the personal greetings of subscribers. T i p You may want to use a special naming convention for voice detect boxes to distinguish them from other transaction boxes. For example, start all voice detect box names with $V or reserve a range of system IDs for voice detect boxes.
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C H A P T E R 4
Training users
As system manager, you will need to respond to users questions and provide one-on-one assistance. This section will help you anticipate their questions and quickly address their needs.
Planning the training session ............................... 60 Introducing the system to your organization ..... 62 Training subscribers .............................................. 63 Training operators ................................................ 64 Training other system managers ......................... 65 Providing follow-up training ................................ 66 Special topics for training .................................... 67
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Planning the training session
The voice messaging system is extremely easy to use, but any new product requires training. Use these guidelines as a starting point and modify the training program to suit the unique needs of your organization. The more familiar you are with the product, the more effective you will be in training others. A thorough training program includes identifying the users, evaluating their needs, providing training sessions that meet those needs, and providing followup training and problem-solving.
The largest group that requires training is the subscribers. You may also have someone who serves as the operator for your organization, and some organizations have more than one system manager. Each of these users has unique needs that should be addressed in your training program. Your system has many features, but you need not teach them all at once. Your training will be more effective if you concentrate on the essential features that users need to begin using the system. As users become familiar with the basics, or as they develop special needs, you can provide additional training on advanced features. When training employees, ensure they understand that they are the crucial players in making the most of the new system for themselves and your customers.
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PLANNING THE TRAINING SESSION
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Designate one individual to provide help to subscribers. This can be you or another person, such as the installer. This individual sends updates and responds to questions from users. Train in small groups. The training sessions will be most effective if you limit the size of the class to no more than 15 users. Train using a speakerphone that can be set loud enough for everyone to hear. Hold the training session at a time and place that is free from interruptions.
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Introducing the system to your organization
You will need two tools to get started: a training checklist and an announcement to users. This checklist can help you plan your training program.
Item Training Subscribers Send announcement memo Distribute training guides Schedule training sessions Send a welcome group message Send a follow-up group message Training other system managers Schedule training session Schedule follow-up session Training operators Schedule training session Schedule follow-up session
Date Scheduled
Date Finished
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Training subscribers
The training session gives you a chance to meet with subscribers, demonstrate the system, and answer questions before they begin using the system. The goal of the training is to assure users that the system is easy to use. Demonstrate how to call the voice messaging system to set up personal options or retrieve messages. All subscribers need to do is listen to the system and answer the questions, using 1 for Yes and 2 for No. Demonstrate how to use quick option menus instead of using 1 for Yes and 2 for No. Demonstrate how to retrieve messages. Explain the order in which messages are listed.
Demonstrate how to respond to a message from another subscriber. Demonstrate how a subscriber turns call transfer on and off. If the system has directory assistance, dial the system ID for the directory and demonstrate how an external caller selects a subscriber from the directory. Take questions and encourage everyone to call the system to check their own new messages.
T i p Review the special topics at the end of this section for additional items to be covered in this or later training sessions. See also Quick Reference Card and User Manual!
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Training operators
Well-trained operators are critical to the effectiveness of the system. The operators talk to more callers than any other person in the organization, so their attitude has a tremendous influence on customer relations. The operators must know how to talk to callers about the system, and they must be able to use the system efficiently. The details of training operators depend on which telephone system your site has and how it is configured. However, there are several key points that must be covered at almost every site. The training should be held using a system identical to the one the operators use. Do not allow operators to handle actual calls during training. Forward calls to another person. The operator is an advocate for your voice messaging system. When discussing how to talk to callers about the system, ensure the operators understand its benefits. For example, the system answers on fewer rings, transfers more quickly, records long and detailed messages, and delivers messages in the callers own voice.
Teach the operators how to answer calls transferred from the system and from direct telephone lines. Sometimes there is no way to tell the difference between system transfers and direct calls. In this case, help the operators create a suitable greeting that can be used to answer any type of call. If the voice messaging system is used as an automated attendant, instruct the operators to tell callers the extension numbers to which they are being transferred. This will help educate frequent callers and lighten the operators call load. The operators must also know how to transfer calls to voice mailboxes. The timing of the transfer is important, so encourage the operators to practice. T i p Review the special topics at the end of this section for additional items to be covered in this or later training sessions.
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Training other system managers
Use a working voice messaging system, preferably one that is located away from your organization, such as the installers system. Review the information in this manual and provide the system managers with a demonstration of how to use the console. It is a good idea to train all system managers to record prompts. T i p Review the special topics at the end of this section for additional items to be covered in this or later training sessions.
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Providing follow-up training
During the first week of the voice messaging system operation, leave a group message for all subscribers asking them to call you with any questions or problems. Check for messages on a daily basis and reply promptly. Some subscribers may want to use the systems quick option menus instead of the Yes-and-No conversation. Let subscribers know that quick option menus are available.
After training a system manager or operator, be available to answer questions for several days. For system managers, it may be wise to split the training into two separate sessions one week apart. Ensure that the operator is comfortable with the system and check back within a week. When you enhance the system with new features or combinations of features, provide updates to the users and schedule additional training sessions if necessary.
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Special topics for training
Explaining voice mail etiquette

The voice messaging system may be the first contact a caller has with your organization. First impressions are important, so follow these guidelines to ensure that callers have a pleasant experience. Voice mail etiquette incorporates these fundamental principles: be informative, be polite, be friendly, give callers options, and above all, keep it simple. Apply these principles when recording greetings and prompts. It is a good idea to prepare customers and frequent callers for the new system. Send letters informing regular callers that you are installing a new voice messaging system to serve them better. Let them know how it will differ from your previous system. Give them tips on using the new system. Callers also need signposts along the way. For example, if they call after working hours, ensure your night greeting gives regular business hours and explains how to leave a message.
All callers deserve the best service. Ensure that your prompts are courteous and welcoming. Let them know right away they have choices, such as, You may dial 0 at any time to reach the operator. However, if you know your partys extension, you may dial it now. Be sure the system acknowledges callers at each step with prompts, such as, Thank you. Ill transfer you now. Ensure the recorded prompts and greetings sound professional, but also have a pleasant, human quality. Callers will be much more likely to listen to and follow the prompts. Try not to use more than one voice for prompts. Hearing one reassuring, friendly voice will make callers feel comfortable. How the prompts are phrased is also important. If you know your partys extension, you may dial it at any time sounds better than Dial the extension you are calling now.
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SPECIAL TOPICS FOR TRAINING
Callers need to feel they are in control. If they are given choices in a friendly, straightforward manner, they will make them confidently. Ensure callers know they have options: they can leave a message; they can reach an operator at any time; they can choose to hold; they can dial another extension if the one they have called is busy; they can repeat any prompt by pressing a certain touchtone; or they can return to their previous choice. They also need to know how to exit the system at any time. T i p Give callers no more than four choices at any one time. Make the first set of four those choices that are most often used.
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Teaching others to record prompts

It is useful to have someone available in your organization to record modifications and updates to the prerecorded prompts. The person making the recording must understand the importance of pauses when appropriate, adequate volume, and a friendly, not flat, intonation. Ideally, the persons tone and volume will be even and their intonation slightly exaggerated. The training session must also include the mechanics of how to record in local connect mode at the console. Sit with the person at the console and review the system features and console screens. The training session can be conducted in about one hour. However, the actual recording of all greetings, prompts, and names used in the system can take several hours.
Before making the actual recordings, ask the person to practice different prompts. Ask the person to listen to the recordings on the telephone, then have them adjust volume and tone as needed. Provide the person with lots of encouragement. If you make the recording session enjoyable, the prompts will reflect enjoyment and relaxation, helping callers feel comfortable.
T i p The voice messaging system comes with hundreds of standard prompts already recorded. These prompts are provided so that you can begin using your system as soon as possible. You will want to record an opening greeting specifically for your organization first, then record remaining prompts and messages, as needed.
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Explaining subscriber enrollment

The system offers two ways to enroll a subscriber: console enrollment and overthe-telephone enrollment. In console enrollment, the system manager enters information about each subscriber at the system console, including the complete spelled name, recorded name, personal ID, and extension ID. With this enrollment option, the subscriber is able to begin using the system immediately. In over-the-telephone enrollment, you set up a range of voice mailboxes for the extensions at your site and then ask subscribers to enroll themselves by telephone. When the subscriber initially calls the system and enters a personal ID, the system asks the subscriber to record a name, spell it for the automatic directory (if applicable), record a personal greeting, and enter a security code. Over-thetelephone enrollment can save you time and help subscribers learn about the system.
The enrollment option you choose will determine how you cover this step in your training sessions. T i p Delete unused voice mailboxes. A mailbox that the subscriber has never used or a mailbox set up for a subscriber who does not enroll is an unused mailbox. Check frequently to find out if new subscribers are promptly enrolling themselves by telephone, and encourage them to do so.
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Explaining the subscriber conversation

Subscribers call the voice messaging system from a touchtone telephone and identify themselves with their personal IDs and security codes. Most subscribers communicate with the system by answering a series of Yes-and-No questions. These questions let subscribers perform four basic tasks: Check new messages. Leave messages for others. Review old messages. Change setup options.
You decide which features a subscriber can change by telephone when you complete the Subscribers And Guests>Access Options console screen. T i p Subscribers can use quick keys to jump ahead in the conversation directly to a particular option. Some subscribers may want to hear quick option menus in place of the Yes-and-No conversation. You set up this option at the console.
Through setup options, subscribers can control many aspects of their setup, including: Record and switch between standard and alternate greetings. Create, edit, list, and delete message groups they own. Turn call transfer to their extension on or off, including changing the telephone number where calls are transferred. Turn call screening on or off (if available). Turn call holding on or off (if available). Change their message delivery telephone numbers and schedules. Change personal options, such as security code, recorded name, spelled name, and directory listing.
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Explaining security codes

Security codes protect subscribers voice mailboxes and the voice messaging system from inappropriate use. A security code differs from a personal ID in that the security code is known only to the subscriber. It is never displayed on screen or in reports. You are not able to select a subscribers security code. Only the subscriber can select the code, and only by telephone. A security code can be up to ten digits and should be something the subscriber can remember, but not something other people can guess.
You decide the number of retries a subscriber is allowed to enter a valid personal ID. You do this in Application Setup> General Settings. A subscriber is allowed only one try to enter a valid security code. Subscribers should change their security codes frequently. If a subscriber forgets a security code, you must delete the code at the console and ask the subscriber to call the system to set a new security code.
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Explaining message playback

A subscriber retrieves messages by calling the system and entering a personal ID and security code. A subscriber may redirect, save, or reply to messages, and control how the system plays them.
Description of the three message types

Message One-way Two-way Public message From External (unidentified) caller Subscriber Guest External caller or system To Subscriber Other subscribers or own guest Host subscriber Subscribers with public message access
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A public message is also a one-way message. A subscriber responds to a one-way message by hanging up and dialing the number of the caller. A subscriber can respond to a two-way message immediately without pressing a single key on the telephone. All messages, including one-way messages, can be redirected. The system tells the subscriber how many new messages are waiting and the source of each message. When a subscriber listens to new messages, the system reports the messages in the following order: Messages from other subscribers Messages from guests Messages from external (unidentified) callers Messages recorded by transaction boxes Messages recorded by interview boxes
If the subscriber has public message access, the system then plays: Messages recorded by the Operator box Messages recorded by the Public Interview box
The system plays messages marked urgent before playing nonurgent messages. The subscriber hears urgent messages in the order listed above before hearing any non-urgent messages.
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A list of touchtone keys that can be used to control how the system plays messages for subscribers (note: keys 0 and 3 are not used for message control)
Press 1 2 4 5 6 7 8 9 5 # To Skip to end of message Interrupt to redirect or delete message Slow down Raise or lower volume Speed up Back up several seconds Pause Fast forward several seconds Stop message and save as new Repeat last few seconds
T i p If Subscriber A tries to leave a message for Subscriber B and B has left an unheard message for A the system tells A that there are messages waiting and offers to play them. This ensures that A is up-todate before leaving a new message for B.
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C H A P T E R 5
Maintaining your system
After you plan and set up your system, you will have a few ongoing maintenance tasks, such as adding and deleting users or editing subscriber information.
Changing system settings by telephone ............ 78 Adding subscribers and guests ............................ 80 Changing and removing subscribers and guests .............................................................. 82 Adding message groups ...................................... 83 Changing and removing message groups ......... 84 Adding transaction boxes .................................... 85 Changing and removing transaction boxes ....... 86 Changing the keypad map .................................. 88
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Changing system settings by telephone
As system manager, you can change the system settings without having to sign in at a console. Simply call the system and sign in with your personal ID and security code. After you sign in, you will have a chance to check your messages and change your setup options. The system then begins a special series of questions called the system manager conversation. You can skip directly to the system manager conversation by pressing 0 (zero).
The system manager conversation consists of five questions. Each question has a short-cut key (shown next to the question in the list below) to skip to that set of options immediately. Would you like to change a mailbox? ( 4 ) Lets you add a new mailbox, see if a mailbox has a security code, delete security codes, reset the mailbox for a new user, and delete a mailbox. Would you like to change the opening greetings? ( 5 ) Lets you switch to or from the holiday mode, and change the day, night, or holiday greeting. Would you like to change the system schedule? ( 6 ) Lets you change the system clock and date settings, and change the current schedule.
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CHANGING SYSTEM SETTINGS BY TELEPHONE
Would you like to hear system information? ( 7 ) Lets you hear information about your system, such as what software version you are using. Would you like to change the operator mailbox? ( 8 ) Lets you assign the operators mailbox to an extension, set the fax extension, and turn fax notification on or off.
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Have ready the system ID for each group or subscriber you want to add or change. You can exit the conversation at any time by pressing 555 on your telephone.
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Adding subscribers and guests
As people come in to your organization, you will need to add them to the voice messaging system. There are four basic steps to adding a subscriber. Complete the subscriber default settings These options, located in Subscribers and Guests>Subscriber Defaults, include the default personal ID, subscriber conversation and access options, call handling, and message notification settings. When you add a subscriber, the system uses these default settings automatically. Add new subscribers one-by-one or as a range of extensions. You can add each subscriber individually, assigning a personal ID and extension, or you can add a range of extensions and then complete the missing options. If your organization uses a first name directory, you must type the subscribers first name in the Last name field and the subscribers last name in the First name field in Subscribers and Guests>Summary.
Enroll each subscriber. You can do this at the console, or you can let new users enroll themselves. If you have many people to enroll, you can add a range of extensions and let subscribers set up their mailboxes by telephone. Change settings on individual records. If needed, you can give an individual subscriber options different from the default settings. For example, if you added a range of extensions, the spelled name for each new subscriber appears as the extension number enclosed in brackets, such as {835}. You need to change it to the spelled name for each subscriber so that callers can find the individual in the automatic directory.
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ADDING SUBSCRIBERS AND GUESTS
Each subscriber can host one or more guests who have special message privileges with their hosts. When you add a guest, you assign the guest a personal ID.
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You can change the same settings for many subscribers or boxes at once using the Quick Edit screens. If you are going to add several subscribers at once, quickly review and, if necessary, revise the default subscriber settings. That way, each new subscriber you add will be set up with the settings you want. If you want to add just one subscriber, and the Default Subscriber settings are set as you want them, you can use the system manager conversation to add the subscriber from your desk.
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Changing and removing subscribers and guests
Occasionally, you will need to change subscriber or guest information. Whether the change is a subscribers name, a transfer to another extension, or removal of the subscriber record, you can quickly change and remove subscriber and guest information in Subscribers and Guests. You can also quickly delete or reset a mailbox. First, in Subscribers and Guests, locate the record that you want, and then change the information. Each subscriber screen has several subscreens of options. When you delete a subscriber, you also delete all private message groups, transaction boxes, and interview boxes that the subscriber owns. If the deleted subscriber owned an open message group, the open group is reassigned to the voice messaging system.
If you want to reassign a mailbox to another subscriber instead of deleting it, you can delete all of the messages in the mailbox and reset it to new. You can do this by telephone or at the console. Note The system cannot delete a subscriber or mailbox messages while any system port is active. Whenever you delete a subscriber, the console screen will be unavailable until all system ports have cleared.
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Adding message groups
By using message groups, you can send the same message to a group of people. The voice messaging system comes with the ALL group that includes all subscribers. You can create additional groups as you need them. Subscribers can create groups of their own or make changes to their groups by telephone. As system manager, you can create, change, or delete any group at the console, including those owned by you, another subscriber, or the system. In most cases, the person who creates a message group owns it, and that person can make changes to it by telephone. However, as system manager, you can make changes to any group at the console. A group can also be owned by the voice messaging system. The system ID for the system is SYSTEM. Groups owned by the system can only be changed by the system manager, only at the console.
You add message groups in Groups>Message Groups. When adding a message group, you need to decide how you want the group to function. Spelled name or numbered To reach a spelled name group, subscribers spell the first three letters of the name on the telephone keypad. For numbered groups, subscribers press a special system ID for numbered groups, plus the three-digit group number. Use numbered groups in situations where telephone keypads do not have letters. Private or open Only the owner of a private group can send messages to the group. Any subscriber can send messages to an open group. Dispatch distribution The first member to listen to the message is the only person who receives it. This is useful when a group of subscribers is equally responsible for a task, but only one person needs to respond, such as customer support. If you do not select Dispatch distribution, each member receives every message sent to the group. This is useful for announcements that each individual needs to hear.
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Changing and removing message groups
Group owners can make the following changes to their own groups by telephone: Add or delete group members. Change a groups name or number. Delete a group.
When someone deletes a message group, all messages addressed to the group, including pending messages, are also deleted.
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Adding transaction boxes
As you build your system or change how it works, you may need additional transaction boxes. You can add them one at a time or several at once. Before you add a box, you need to consider who will own it. You cannot change who owns the transaction box after it is created. Owners have control over the transaction box in several ways: Messages sent to the transaction box are available only to the owner. Owners can record the transaction box greetings by telephone. If an owner is deleted, the transaction box is also deleted. A transaction box cannot be reassigned to another subscriber.
For example, the sales receptionist can use his own personal ID to access personal mailbox messages, but he can also use the personal ID of the virtual subscriber to maintain or access messages left in a particular transaction box. If the receptionist leaves that position, the new receptionist can simply use the virtual subscribers personal ID to maintain the transaction box. Note The available number of mailboxes and transactions boxes may vary depending on the number of ports your system has.
Occasionally, you may want to create a transaction box that will be permanent. You do this by assigning it to a position, not a person. For example, you can create a transaction box for the Sales group, which can be owned by the sales receptionist, regardless of who actually occupies that position. In that case, you can create a virtual subscriber. A virtual subscriber has a system ID but not an extension.
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Changing and removing transaction boxes
If you want to fine-tune the way a transaction box works, you can do so at the console. The system manager can make any change to a transaction box except to change who owns it. If you remove a transaction box, make sure you remove all references to its system ID in the system. A transaction box owner can change the transaction box greetings by telephone. All other transaction box changes must be made by the system manager at the console.
Note With numeric access, the transaction box greeting cannot be recorded by telephone if the boxs system ID contains a dollar sign ($) or any symbol not found on a telephone keypad.
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CHANGING AND REMOVING TRANSACTION BOXES
To record transaction box greetings by telephone
1 Call the system. Enter your personal ID and security code. 2 Spell the first three letters of the transaction boxs name, or enter its system ID. The system tells you which greeting is currently active. 3 Respond as prompted to record the standard day and night greetings. Repeat this procedure to record the alternate greeting.
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Changing the keypad map
The location of letters on the telephone keypad can vary among different telephone manufacturers and different countries. For example, many countries use a numbersonly keypad. In the United States, some keypads do not show the letters Q and Z, while others may show them on the 1 key. The voice messaging system supports five keypad maps, shown on the next page. During installation, your installer selected the keypad map that best meets your organizations needs. You can check the current keypad map in Application Setup>General Settings. You will rarely need to change the active keypad map. You may, however, need to change the keypad map if your organization installs new telephones with a different keypad, or if another keypad map would better match the keypad used by most external callers.
Changing the keypad map

The following considerations can help you decide whether to change the keypad map and what keypad map to select. If you decide to change the active keypad map, contact your installer. Do you want to accommodate internal subscribers or external callers? Many organizations select the keypad map that matches the keypad on internal subscribers telephones. Others prefer to select the keypad map that best accommodates suppliers or clients, rather than internal staff. Do most callers use a numeric keypad? If most callers use a numeric keypad, you may want to select the numbersonly keypad map.
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CHANGING THE KEYPAD MAP
What do you want callers to hear? If the letters Q and Z do not appear on most callers keypads, you may want to consider using the Q=7, Z=9 keypad. If you use this keypad, callers leaving messages or using the automatic directory hear this message: Please press the first three letters of the persons last name. For Q, press 7. For Z, press 9. Please enter the letters now. If the letters Q and Z do appear on most callers keypads, consider selecting one of the other lettered keypad maps. Callers leaving messages or using the automatic directory hear this message: Please press the first three letters of the persons last name.
T i p Most keypads support a wildcard key. The wildcard key maps to any letter or digit, and callers can use it when they are unsure of a number or a spelling. For example, the numbers-only keypad uses the 1 key as a wildcard that subscribers can use to locate numbered message groups. Pressing 1-1-1 matches all numbered message groups. The Q=7, Z=9 keypad uses the 1 key as a wildcard. Pressing 7-1-1 matches all names that begin with P , Q, R, or S.
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C H A P T E R 6
Expanding your system with transaction boxes
This chapter presents a step-by-step process you can use at any time to design and create new branches for your voice messaging system.
Evaluating your needs .......................................... 92 Planning one-key dialing options ....................... 94 Creating new transaction boxes .......................... 96 Recording the new greetings .............................. 98 Testing the new branch of the system ............... 100 Telling callers about the new branch ................ 102
EXPANDING YOUR SYSTEM WITH TRANSACTION BOXES
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Evaluating your needs
Evaluating your needs is the first step in building a new branch for your voice messaging system. For example, calls to the Parts Department at the Beautiful Bicycle Company have been increasing, and the system manager wants the voice messaging system to route the calls Most callers want to place an order, ask about order status, or ask about parts prices and availability. The department employees want to stop taking calls at 4:00 P.M. so they can ship the days orders. A diagram of the system expansion plan shows how transaction boxes accommodate all of these needs. Each decision point for a caller is a transaction box. Each transaction box requires a greeting, and selection of call transfer and action-after-greeting functionality.
Steps to create the new Parts Department branch:

1 Draw a diagram of the system expansion plan 2 Create a new schedule 3 Plan three new one-key dialing menus 4 Set up four new transaction boxes 5 Plan and record greetings for each new box 6 Test the transaction boxes 7 Tell callers about the new branch
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EVALUATING YOUR NEEDS
System expansion plan

Hello. This is the Beautiful Bicycle Company. You may enter the extension number of the person you wish to speak to at any time during this message. For Sales, enter 1. For Service, enter 2. For Parts, enter 3. For a directory of Beautiful Bicycle employees, enter 555. Otherwise, please hold and an operator will assist you.
You have reached the Beautiful Bicycle Sales Department... You have reached the Beautiful Bicycle Service Department...
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Planning one-key dialing options
Creating a new schedule

In our example, the Parts Department takes calls on a slightly different schedule, closing an hour earlier than the rest of the Beautiful Bicycle Company. The system manager uses the Application Setup Schedule Settings screen to develop the new schedule. This schedule will be attached to the new Parts Department transaction boxes when they are built.
One-key dialing options

The system manager at the Beautiful Bicycle Company wants to give callers to the Parts Department three menu choices: placing a new order, checking on an orders status, and obtaining information. One-key dialing choice number 3 is used to route callers from the Opening Greeting transaction box to the main Parts Department transaction box. Additional one-key dialing choices in the main box route callers to the specific extension that handles new orders (choice number 1), order status (choice number 2), or parts information (choice number 3.) The system manager leaves zero (0) blank in one-key dialing setup so that 0 will always connect a caller to an operator.
See also Setting schedules for handling calls ....... 36
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PLANNING ONE-KEY DIALING OPTIONS
Opening Box, ID: Greeting Greeting For parts, enter 3.
One Key Dialing 1=S100 6= 2=R200 7= 3=P300 8= 4= 9= 5= 0=
Parts Department Box, ID: P300 Greeting One Key Dialing You have reached 1=P310 6= the Parts Depart2=P320 7= ment... 3=P330 8= 4= 9= 5= 0=
Parts Order Box, ID: P310 Call Transfer Greeting Yes All of our parts people are busy...
Action After Greeting Day: Go to operator
Parts Status Box, ID: P320 Call Transfer Greeting Yes For information about your order...
Action After Greeting Day: Take a message
Parts Query Box, ID: P330 Call Transfer Greeting No All of our parts people are busy...
Action After Greeting Day: Go to operator
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Creating new transaction boxes
Assign a transaction box owner

Multiple subscribers need ownership access to the Parts Department boxes, so the system manager creates a virtual subscriber who will own the new transaction boxes.
Select Action-after-Greeting
For Day callers, the system manager selects the Operator Action-after-Greeting to route callers who do not enter any digit, or who enter a digit that is not in the list of choices, or when the Order or Information extensions are busy. For Day callers routed to the Status box, as well as all Night callers, Take message allows them to leave a message after hearing the greeting.
Assign a unique system ID to each transaction box

The system manager at the Beautiful Bicycle Company assigns system IDs to transaction boxes so that all related boxes will be dis-played together at the console. The system IDs for the four new boxes all begin with P3. To allow for future expansion, the box IDs are assigned as P300, P310, P320, and P330.
Link the new main menu to the opening greeting

Add a one-key dialing option to the opening greeting, using the system ID for the new branchs first transaction box.
Select Call Transfer options

The system manager wants the Day Call Transfer option to ring the Parts Department extension before playing the day greeting for the Order, Status, and Information transaction boxes. The extension number is placed in the Transfer to field, and Await answer transfer type is selected. The Night transfer option is left blank, allowing the night greeting to play immediately for all of the boxes.
See also Using system IDs ........................................ 20 Understanding the transfer-greetingaction structure .......................................... 28 Adding transaction boxes ......................... 85
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CREATTING NEW TRANSACTION BOXES
System expansion worksheet

OPENING BOX, ID:
Instructions to add to Opening Greeting:
One-Key Dialing 1= 2= 3= 4= 5=
6= 7= 8= 9= 0=
BOX ID:
Call Transfer
G Day Transfer to G Night Transfer to Transfer type G Await answer G Wait for ringback G Release Rings Night
Greeting and One-Key Dialing

Day
Action-after-Greeting
Day G Take message G Say good-bye G Disconnect G Restart G Operator G Route to ID Night G Take message G Say good-bye G Disconnect G Restart G Operator G Route to ID
1= 2= 3= 4= 5=
6= 7= 8= 9= 0=
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Recording the new greetings
Callers learn about the options available to them through the greetings in the branchs transaction boxes. In our example, the system manager for the Beautiful Bicycle Company needs to plan and record the following greetings: An opening greeting that includes a one-key dialing choice for the Parts Department. (This recording is not put into place until the branch has been fully tested.) A Parts Department main greeting that offers a one-key dialing choice for each of the three menu options (place a new order, ask about the status of an existing order, or ask about the price and availability of specific items.) A day greeting for each transaction box that callers reach via their one-key dialing choice. Callers will hear this greeting if the extension is busy. A night greeting for each transaction box that allows callers to leave a message.
T i p When recording one-key dialing instructions, give the subject first, then the one-key option. For example, To place an order, enter 1.
See also Using greetings effectively ....................... 44
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RECORDING THE NEW GREETINGS
Hello. This is the Beautiful Bicycle Company... For Sales, enter 1. For Service, enter 2. For Parts, enter 3. Or for a directory...
You have reached the Beautiful Bicycle Parts Department. To place an order, enter 1. To ask about the status of an order, enter 2. To ask about prices and availability, enter 3.
All of our staff are busy with other customers. Please hold, and Ill transfer you to an operator.
Operator
All of our Parts Department staff are busy with other customers. For information about your order, leave a message with your name, telephone number, and the order number. Well return your call as soon as possible. To speak to an operator, enter zero.
Message
Operator
All of our Parts Department staff are busy with other customers. Please hold, and Ill transfer you to an operator.
Operator
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Testing the new branch of the system
Testing ensures that every transfer, greeting, and action works correctly. The system manager tests all of the options available to callers using the following method: 1 Call in as an external caller The system manager poses as an external caller to test all of the paths available in the new branch. 2 Test the first path Following one path to its conclusion, whether that is ringing an extension, leaving a message in a voice mailbox, reaching the operator, or saying goodbye, is followed under both Day and Night conditions. 3 Test the remaining paths Step 2 is repeated for all paths in the new branch.
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TESTING THE NEW BRANCH OF THE SYSTEM
Hello. This is the Beautiful Bicycle Company. You may enter the extension number of the person you wish to speak to at any time during this message. For Sales, enter 1. For Service, enter 2. For Parts, enter 3. Or for a directory of Beautiful Bicycle Company employees, enter 555. Otherwise, please hold and an operator will assist you.
You have reached the Beautiful Bicycle Sales Department... You have reached the Beautiful Bicycle Service Department... You have reached the Beautiful Bicycle Parts Department...
All of our Parts Department staff are busy handling other calls. Please hold... All of our staff are busy handling other calls. For information about your order... All of our Parts Department staff are busy handling other calls. Please hold...
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Telling callers about the new branch
To make the new Parts Department branch available to callers, the Beautiful Bicycle Companys system manager rerecords the opening greeting to add one-key dialing instructions for reaching the department.
Hello. This is the Beautiful Bicycle Company. You may enter the extension number of the person you wish to speak to at any time during this message. For Sales, enter 1. For Service, enter 2. For Parts, enter 3. Or for a directory of employees, enter 555. Otherwise, please hold and an operator will assist you.
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C H A P T E R 7
Protecting your data
You have spent a lot of time building your system, and it makes sense to protect it by backing up your data. You should back up all of the voice messaging system. If a problem occurs and you have a recent backup, you can recover quickly by restoring the files. Backups guard against hard disk crashes or loss of data. Backing up is also a good way to retain subscriber messages and save the system configuration before updating or making extensive changes.
Backing up and restoring your data .................. 104
PROTECTING YOUR DATA
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Backing up and restoring your data
See Customer Engineer Manual VM505 for backing up and restoring your data, or ask your local contact for more information.
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C H A P T E R 8
Using reports to assess your system
The voice messaging system provides information about your organizations incoming and outgoing telephone calls, as well as directory information about subscribers, groups, and boxes. You can use the information to help make decisions about your organization, such as staffing levels, productivity, and telephone hardware needs. This chapter discusses the types of reports you can create and gives examples of how you might use them to assess the current state of your system.
Creating reports .................................................. 106 Viewing call activity ............................................ 108 Viewing subscriber and group directory reports ................................................. 112 Viewing call traffic summaries ........................... 114 Determining the load on ports .......................... 116 Viewing text files and previous reports ............ 118
USING REPORTS TO ASSESS YOUR SYSTEM
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Creating reports
Creating a report is a simple task. If you choose to view the report on screen, it appears on a new screen. If you choose to copy the report to a text file, you can import it into your word processor or spreadsheet program to create styled reports or graphs or to keep an ongoing record of call traffic and system performance.
To create a report
1 Choose a report name from the Reports screen. 2 Choose how you want to view the report data: on-screen or as a text file. 3 Specify criteria to limit the report information. Some of the criteria are optional, such as choosing a specific port for the Busy Ports report, but some are required. For example, if you are running a usage report for an individual subscriber, you need to specify the subscribers name or ID.
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CREATING REPORTS
Tips
K
If you want the system to store call information for a longer period, you can change the Call report aging setting in Application Setup>General Settings. Although the system can store call information for 365 days, you might want to set the period to 31 days or less to conserve disk space. Depending on the systems size and call volume, a report can take several minutes to create. To retrieve the report files from the system, use the following sequence: Shutdown the VoiceManager application Start the Field Service Utilities (FSU) and connect to the VoiceManager Go to menu-option Download(s) and enter the filename of the file When the download has completed, restart the system.
See the Customer Engineer Manual VM505 for more information about retrieving files from the system, or ask your local contact for more information.
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Viewing call activity
If you want to see a detailed record of call activity for the entire system or for an individual subscriber, use the Call Log report. The Call Log report gives you a record of every call the voice messaging system answers, dials, or transfers. You can build the Call Log for the entire system, or for an individual subscriber or system ID. When you create the report, the system creates an ASCII text file called REPLOG.TXT, which you can import into a word-processing, database, and spreadsheet program to review in more detail.
The REPLOG.TXT file contains a record of each call placed to the system. Each record is divided into fields of data, separated by commas. Each call record in the REPLOG.TXT file is 82 characters long, including the commas between data fields and two control characters (Return and Line feed) ending each record. Text fields are surrounded by quotation marks; numeric fields are not.
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VIEWING CALL ACTIVITY
D E
A Port B Date (YY/MM/DD) C Time (HH:MM:SS) D Duration (seconds) E Origin
F Type of call G Status of call H System ID I Name of subscriber or box
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Descriptions of codes found on the Call Log report

Field Origin of call Description of abbreviated terms A C D Owner Guest Int Box Tran Box Msgbox Public Xfer op Xfer ID Restart Shutdown <Phone#> Answered incoming call/Collision Continued (call restarted) Dialed out Call from a subscriber Call from a guest Call for an interview box Call for a transaction box Call for a message box Public call Transfer to operator Operator ID transfer Voice messaging software restarted Voice messaging software stopped Voice messaging system placed a call but did not contact anyone, or dialed out to light a message indicator System failure occurred, fail codes in following three fields
Type of call
FAILURE
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Field Status of call
Description of abbreviated terms Busy Complete No answer No connect Intercept Incomplete No ID No msg Error Bad ID Bad SC Locked Dial out reached a busy tone Call completed successfully Dial out resulted in no answer Dial resulted in no connection Dial out resulted in intercept tone Dial out interrupted by local connect Dial out resulted in answer but no ID External caller hung up Error during call or ** pressed Caller entered an invalid ID Invalid security code Caller ID locked out
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Viewing subscriber and group directory reports
If you want to see the structure of the system, its subscribers, system IDs, message groups, and numeric directory assistance information, you will find the report you want in the Directory reports section of the Reports screen. You can run these directory reports: Directory Assistance All Subscribers All Extensions All Message Groups All Open Message Groups Groups Owned by Individual Subscriber Members in a Group Individual Subscriber or Guest in All Groups
T i p To quickly create a current list of subscribers, run the All Extensions report and copy it to a text file. Then, open the file in a word processing program.
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VIEWING SUBSCRIBER AND GROUP DIRECTORY REPORTS
Sample directory reports
Subscriber report
Group Membership report
Extension report
Directory Group List report
Group List report
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Viewing call traffic summaries
You can create usage reports for an individual guest, subscriber, extension ID, or system ID, or for the entire voice messaging system. You can create the report in either a bar graph or table format. Individual report, bar graph format Shows the percent of each hour that the person or box was using the voice messaging system. System report, bar graph format Shows the percentage of each hour that the voice messaging systems ports were in use, based on the total available time. (Each hour consists of 60 minutes multiplied by the number of available ports.) Individual report, table format Shows the total number of calls by system port and the number of minutes the calls lasted. System report, table format Shows, for each hour of the day, the total number of calls answered by each system port and the total number of minutes the calls lasted. The report also includes totals for day, night, and each 24-hour period.
Note For reports, Day refers to the hours between 6:00 A.M. and 6:00 P.M. and Night refers to the hours between 6:00 P.M. and 6:00 A.M. Tip When you run a usage report on a subscribers name or personal ID, the report shows all usage for that mailbox. However, to create a report that shows usage for a subscribers message box (calls from external callers), you must run the report by extension ID.
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VIEWING CALL TRAFFIC SUMMARIES
Sample usage reports
Bar graph, for an individual subscriber
Table, for the entir e system entire
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Determining the load on ports
If your telephone ports are full or nearly full during peak times, callers may receive a busy signal and calls will not get through. If you want to determine how often your ports were busy, you can run the Busy Ports report.
It also shows the average percentage of time the ports were busy during a specific time period. You can run the report for an individual port, or for all ports on the system.
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DETERMINING THE LOAD ON PORTS
The Busy Ports report
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Viewing text files and previous reports
You can use the Previous Report screen to display or copy reports you created earlier.
Whenever you create a report, the system creates a text file with the report results. When you run the report again, the system creates a new text file with the same name, replacing the old file.
File names for reports

Report Call Log reports All Subscribers Individual Subscriber BUSYPORT.TXT Directory Assistance All Subscribers All Extensions File name REPLOG.TXT REPLOG.TXT REPLOG.TXT Busy Port DIRASST.TXT SUBSCRIB.TXT EXTENSIO.TXT
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VIEWING TEXT FILES AND PREVIOUS REPORTS
Report All Message Groups All Open Message Groups Groups Owned by Individual Subscriber Members in a Group Individual Subscriber or Guest in All Groups Error Log report All Subscribers, Guests and System IDs Individual Entity
File name GROUPLIS.TXT GROUPLIS.TXT GROUPLIS.TXT GROUPLIS.TXT GROUPMEM.TXT MEMBERSH.TXT ERRLOG.TXT GRAPH.TXT or TABLE.TXT GRAPH.TXT or TABLE.TXT
Tip You can also use Previous Report to view or print any text file without leaving the voice messaging system console.
Previous Report screen
You can use Pr evious Report to see the curr ent version of a r eport or other text files. Previous current report
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C H A P T E R 9
Changing the system conversation
This chapter will help you customize the system conversation. Although you do not have to change the conversation, some features can be more effective if you do. For example, two organizations may want to share a single system, or one organization may want to offer service in more than one language.
Overview .............................................................. 122 Understanding the system conversation .......... 124 Identifying the prompt you want to change .... 128 Locating voice fields ........................................... 130 Recording the new prompt ................................ 136 Finding and recording unnumbered prompts ........................................ 137
CHANGING THE SYSTEM CONVERSATION
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Overview
Changing the conversation involves the following tasks. The topics in this chapter provide detailed information on accomplishing these tasks.
1 Understanding the system conversation. 2 Finding the number for the prompt you want to change. 3 Confirming that the new prompt works in all of the phrases that use it. 4 Locating the appropriate voice field on the console. 5 Recording the new prompt.
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OVERVIEW
Before changing the conversation or rerecording any prompts, make sure you have a copy of System Conversation, which contains lists of all prompts used in the conversation.
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Understanding the system conversation
To maintain the natural flow of your system conversation, it is important to understand how the different parts of the conversation work together before making any changes.
The phrase name that identifies this part of the conversation is: PH_Chk_WouldLikeToCheck One of the instructions in the phrase tells the system to check how many messages the subscriber has. If there is one new message, the phrase instructs the system to play prompt SL5: Would you like to check it? If there is more than one new message, the phrase instructs the system to play prompt SL51: Would you like to check them? The same prompt may be used at several different points in the conversation. In other words, the same prompt may be used by more than one phrase. If a prompt is used in more than one phrase, you should think about how the prompt is used in each phrase before rerecording it.
Phrases and phrase names

The system conversation consists of phrases and prompts. Whenever the system reaches a point in the conversation where it must play a recording, that location is marked with a unique phrase. This phrase is a set of instructions that tells the system which prompts to play at that point in the conversation. A prompt is the actual recording the system plays. Each phrase has a phrase name. For example, when the system reaches the part of the conversation where it must ask a subscriber if he or she would like to check new messages, the subscriber hears: Would you like to check [it\them]? [PH_Chk_WouldLikeToCheck]
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UNDERSTANDING THE SYSTEM CONVERSATION
Prompt sets
A prompt set is a group of prompts relating to a specific part of the conversation. Each prompt set is identified by a two-letter code. Each prompt in the prompt set has its own number. The complete prompt number contains the prompt set code followed by a three-digit number (for example, HD1). The prompt disks store prompts in separate sound files in the appropriate prompt sets subdirectory. For example, the first prompt in the Message Box prompt set is stored on Prompt Disk 3 as \MB\MB1 (the subdirectory followed by the complete prompt number).
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Prompt set codes

Prompt set code DR DS DT ER GL GR HD IN MB Prompt set name Directory Delivery Schedules Date & Time Error Messages Global Group Maintain Holding Integration Message Box Prompt set contents Played when external callers reach automatic or numeric directory assistance. Played when subscribers set message delivery schedules by phone. Played in time stamps and when subscribers use future message delivery. Played when certain system errors occur. Played in several parts of the system conversation (silence, beeps, on and off). Played when subscribers create change, or delete message groups. Played when callers hold for an extension (includes up to 10 music-on-hold prompts). Played to a subscriber who is using an LCD telephone with OAI integration. Played when external callers reach a subscribers voice mailbox, a transaction box, or an interview box.
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Prompt set code ME NM OP
Prompt set name Menus Numbers Opening Line
Prompt set contents Played when subscribers use menu mode. Played whenever a number is needed (message announcements, dates, and time stamps). Played in the opening if you are updating Replay Plus of installing a new system and you have not set up an opening greeting transaction box. Played when subscribers set special delivery options (urgent, private, return receipt, future delivery). Played when subscribers call the system to check messages. Not currently used. Played when subscribers change individual setup options. Played when subscribers leave messages for subscribers, guests, or message groups. Played for subscribers during first-time enrollment. Played when the system manager configures the voice messaging system over the telephone.
SD
Special Delivery
SL SM SP SR SS SY
Sub. Listen System Manager Subs. Options Sub. Record Sub. Setup System Administration
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Identifying the prompt you want to change
Before you rerecord a prompt, you must identify the prompts complete number. Identifying a prompt number depends on how you discovered the change you want to make. If you heard the part of the conversation you want to change while listening to the system conversation, you know the prompt text. If you find the part of the conversation you want to change by reviewing Table 3 (Identifying the prompts associated with a phrase name) in System Conversation, you know the phrase name.
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IDENTIFYING THE PROMPT YOU WANT TO CHANGE
To identify the prompt if you know the prompt text
1 Look up the prompt you want to change using the alphabetical prompt list in Table 1 (Finding a prompt by its text) in System Conversation. 2 Remember that the same prompt may be used in more than one phrase in the system conversation. Check which phrases use the prompt. If the prompt is used in only one phrase, go to step 3.
If the prompt is used in more than one phrase, look up each phrase in Table 3 (Identifying the prompts associated with a phrase name) in System Conversation. Make sure the new prompt you want to record works in each of these phrases.
3 Write down the complete prompt number for each prompt you want to change (for example, DR3), and go to the next topic.
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Locating voice fields
Each system prompt is accessed through a voice field on a console screen. Choose Voice prompts from the Screen Menu to access the Prompt Sets screen. You can access most prompts from the Prompt Sets screen.
Note Voice names, transaction box greetings, and interview box questions are located on the appropriate Subscribers And Guests, Call Handling, or Groups screens. The Operator box voice name and greetings are located in voice fields in Application Setup>Operator Box.
Select Prompt Set screen
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LOCATING VOICE FIELDS
Edit Prompt Set screen
B C
Each prompt set has a separate Edit Prompt Set screen
A The Default Day and Night voice fields display the original system prompts that came with your system. The system uses these default prompts on all ports, day and night, unless other prompts are specifically recorded for a particular port. The Description boxes display the prompt text. B When a voice field contains a recording, the field displays the duration of the recording. If a voice field does not contain a recording, the field displays a duration of 0:00.
C To view or record a different day or night prompt for a particular port, choose Show. D To move within a multipage prompt set, choose a navigation option. Note You can edit descriptions by typing over the text in the Description boxes. However, typing new text in the Description boxes does not change the prompt recording. Similarly, rerecording the prompt does not change the description.
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Prompt details
In addition to the Default Day and Night voice fields, which apply to all ports, each port has Day and Night voice fields. If you want the system to play special prompts for a particular port, or to use a different prompt for after-hours calls, you can s Day and Night voice fields. r ecor d pr ompts in that port ports ecord prompts These fields allow you to customize your prompts for different businesses or departments sharing a system, or to provide prompts in several different languages.
T i p If you want several ports, but not all, to play the same prompt, copy the prompt to the voice field for each of those ports.
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Prompt priorities
Prompts recorded in a ports Day and Night fields are played according to the following prioritization schedule.
Prompt priority in day mode 1st: Port Day prompt 2nd: Default Day prompt
Prompt priority in night mode 1st: Port Night prompt 2nd: Port Day prompt 3rd: Default Day prompt
In day mode, the system first looks for a prompt in a ports Day voice field. If no prompt is recorded in that voice field, the system plays the prompt recorded in the Default Day voice field.
In night mode, the system first looks for a prompt in a ports Night voice field. If no prompt is recorded in that voice field, the system looks in the ports Day voice field and plays the prompt recorded there. If no prompt is recorded in the Day voice field, the system plays the prompt recorded in the Default Day voice field.
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Notes
The system plays the default Night recording only when nothing is recorded in a ports Day and Night voice fields. When you record prompts in a ports Day and Night fields, the system bypasses the default Night field. For example, you might decide to record prompts in only the Port 1 Night and the Port 2 Day voice fields. During day mode, callers ringing in on Port 1 hear the Default Day prompt because no prompt is recorded in the Port 1 Day voice field. Callers ringing in on Port 2 hear the Port 2 Day prompt. During night mode, callers ringing in on Port 1 hear the Port 1 Night prompt. Callers ringing in on Port 2 hear the Port 2 Day prompt because no prompt is recorded in the Port 2 Night voice field. A voice field may contain the letters QP , which means the prompt can be used in Quick Play, a feature that speeds the systems conversation. On the Voice Prompts screen, only the prompts in the Default Day voice field can be used in Quick Play.
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Storing prompts on the VM505

When a prompt is recorded in a voice field other than the Default Day field, it keeps the same file name as the prompt stored in the Default Day field but uses a different file name extension. The file name extension indicates whether the prompt is played in Day mode (A for AM) or Night mode (P for PM), along with the number of the port (1, 2, 3, and so on) that plays the prompt.
For example, the first prompt in the Message Box prompt set is stored with the file name MB1 (Message Box prompt set, prompt number 1). If you make two new recordings for Port 2, the sound files for those Port 2 recordings are named MB1.A2 for the Day field and MB1.P2 for the Night field. Note Prompts stored in the Default Day field do not have a file name extension.
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Recording the new prompt
Choose the voice field you want to change, then select the appropriate option on the Edit Voice Recording screen. Record the new prompt using a local connection. You should not change the meaning of any individual prompt. For example, when you rerecord a prompt, use wording that is synonymous with the original. Remember: you cannot change the meaning of touchtones or change the design of other conversational features by rerecording prompts.
For example, the original prompt might contain this wording: Press 1 to hold; press 2 to leave a message. Do not rerecord the prompt as, Press 1 to leave a message; press 2 to hold. Rerecording the prompt does not change the functions of the 1 and 2 touchtones. Pressing 1 still places a caller on hold, and pressing 2 still offers the caller the option of leaving a message.
To record a new prompt
1 Select a recording option. 2 Choose local connect.
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Finding and recording unnumbered prompts
You can access most of the voice fields from the Prompt Sets screen. The voice messaging system includes additional prompts that are stored on other screens. These unnumbered prompts have a different type of MS-DOS file name and are not members of any prompt set.
You will find a list of the unnumbered prompts in System Conversation.

To re-record unnumbered prompts
1 Locate the voice field you want to change. 2 Rerecord the prompt using a local connection.
Note Rerecording unnumbered prompts by copying files to the voice fields is not recommended.
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C H A P T E R 10
Using the Hospitality package

NOTE:
This functionality may not be available in your system!
Configuring general Hospitality settings ......... 140 Adapting the default guest settings .................. 141 Configuring wake-up calls ................................. 142 Managing wake-up calls proactively ................ 143 Configuring the hotel guest directory .............. 144 Using Multilingual Guest Conversation ............ 145 Using Hospitality with your property management system .......................................... 146 Telling hotel guests about the guest messaging service ............................................... 148 Enrolling hotel guests in the voice messaging system ............................................... 150 Checking hotel guests out of the system ......... 152 Retrieving a guests messages ........................... 154 Deleting forgotten guest security codes .......... 155 Training hotel staff .............................................. 156
Offering a hotel information service ................. 158 Planning information service menus ................. 160 Setting up transaction boxes for your information service ............................................. 162 Routing guests to the information service ....... 166 Expanding your information service ................. 168 Setting up Help for new callers ......................... 169 Setting up direct call transfers ........................... 170 Working with advertisers .................................... 172 Setting up remote recording of announcements for a business ........................... 174 Building a multilingual information service ..... 176 Keeping your information service current ........ 177 Evaluating your information service ................. 178
USING THE HOSPITALITY PACKAGE
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Configuring general Hospitality settings
You can structure the guest messaging service to meet your organizations needs by specifying which messaging options are available for guests. You may want to limit the options available to keep the messaging service simple and to reduce training requirements.
When deciding which options to offer guests, consider these questions: Do you want external callers to be offered access to a hotel guest directory? The Hospitality package provides a voice messaging service for hotel guests that includes a guest directory. Access to the directory is controlled by a unique system ID. Guests can choose whether they are included. Room numbers are never given out by the voice messaging system. Do you want hotel guests to be able to schedule their own wake-up calls? This option allows guests to schedule and change one-time or daily wake-up calls via the system conversation. Do you want to offer hotel guests a system conversation language choice? The optional Multilingual Guest Conversation package offers guests a wide range of language choices.
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SYSTEM MANAGER S GUIDE
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Adapting the default guest settings
The Hospitality package allows you to choose the options available to all guests. These options are set on the Default Hotel Guest Summary screen. Any changes you make on this screen will affect only new guests. To change the settings for an individual guest, go to the Hotel Guest Summary screen for that guests room and select the options you want. The system automatically clears any special options and returns to the standard settings when the message box is reset for the next guest. When deciding what options to offer your guests, consider the following: Do you want guests to set their own security codes? This option allows a guest to set a security code, so that only the guest can access the message box. This security code does not appear on the console, and is not accessible to hotel staff. Do you want guests to record their own personal greetings? This option allows a guest to record a personal greeting for the room extension. If a guest does not record a personal greeting, the system plays the standard greeting.
How long do you want to store saved guest messages? Guests may save their messages after listening to them. The system will store these messages for the length of time you specify. Do you have a property management system (PMS) integration? If you have a PMS integration, you may be able to turn off guest messaging for an individual guest from the PMS. When you turn off guest messaging, the voice messaging system routes the guests calls to the hotel operator. Tip You can change the status of a guest who needs special attention to that of subscriber. Giving subscriber status to a guest allows the guest to use the voice messaging system in the same manner as a regular subscriber. When the guest checks out, remember to return the room to hotel guest status.
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Configuring wake-up calls
When configuring the Wake-Up Call feature, consider the following: Do you want guests to be able to schedule their own wake-up calls? If so, select Wake-Up Call feature on. How long should the system wait between an unanswered wake-up call and a retry? If a guest does not answer the initial wake-up call, the system can automatically post a subsequent wake-up call for some time in the future. The time delay between the initial wake-up call and the subsequent retry is configurable. Ten minutes generally gives guests an acceptable amount of time to answer a second call. If the interval is too long, guests may have insufficient time to meet their desired schedule. If the interval is too short, wake-up calls may be missed if the guest is in another room of the suite or is otherwise unable to take a call.
How many wake-up call retries will the system make? The number of subsequent retry calls is also configurable. Two retries generally is an acceptable number. Where should unanswered final retry wake-up call notifications be sent? Determine the system ID of the message box that will receive unanswered wakeup call notification. This message box should be dedicated solely to wake-up call notification, and set to notify via pager. Each message to this box will be designated urgent. The dedicated pager for this box can then be assigned to a hotel staff member for prompt investigation. Unanswered wake-up calls can alert hotel staff to a guests possible need for assistance.
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Managing wake-up calls proactively
There may be times when demand for wake-up calls is extremely high, such as during a large convention. During these times of peak demand, it is very important to proactively monitor system activity to ensure that guests are receiving the wakeup call service they need. Three reports are provided for management of wake-up calls. These reports help you during troubleshooting and to maximize guest satisfaction with the wake-up call service. Pending Wake-Up Calls This report lists all pending wake-up calls in the system queue. It helps the system administrator manage wake-up calls and track system utilization. It can also be used to schedule alternative wake-up call service if the system is unavailable. Always run this report before the system is brought down for maintenance. Wake-Up Call log This report lists all attempted wake-up call dialouts. It can be used as a troubleshooting tool to check when a wake-up call was made. When tracked over time, wake-up call usage patterns can be established and monitored.
Wake-Up Call Failures This report assists the system administrator in maximizing guest satisfaction with the wake-up call service. It lists wake-up calls that: Were scheduled more than 10 minutes prior to a guests requested time. A manual wake-up call can be considered if this situation arises. Went unanswered after the maximum number of retries. This condition also generates an urgent message to the designated pager number for immediate action. Expired before they could be made. A wake-up call will expire if it cannot be made within 10 minutes after its scheduled time. This report is the only notification for expired wake-up calls.
To maximize your system performance
1 If you want to record a custom wake-up call greeting, keep it short to maximize your system performance. The length of the wake-up call greeting affects the number of wake-up calls that the system can make per hour. 2 The maximum number of wake-up calls that the system can make per hour also depends on the number of dial-capable ports available on your voice messaging system. Wake-up calls are sent out only on ports configured as Answer/Dial out, Dial out only, Answer/Message, and Message only. Plan on three calls per minute per dial-capable port.
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Configuring the hotel guest directory
The Hospitality package provides a voice messaging service for hotel guests that includes a hotel guest directory. There are several options that you can set on the Hospitality Settings screen. When configuring the guest directory, consider the following: Do you want to use the hotel guest directory? The guest directory system ID must be set to activate the guest directory. New systems will ship with a default system ID for the guest directory. If your site decides not to use the guest directory, removing the system ID will turn it off. If the hotel guest directory will be used, the opening greeting must be set up to provide caller access via the guest directory system ID. This ID can be included in a one-key dialing menu, if desired. Guest directory inclusion preference is set by each guest through the guest enrollment conversation. The directory status of each guest can be viewed at the console. The default setting is Not included.
How do you want the system to obtain spelled guest names? A spelled guest name is required for a guest to be included in the guest directory. The guest may enter the name during enrollment, or the hotel staff can enter the guests name at the console. If your hotel has an integrated PMS system, the PMS may automatically send guest names to the guest directory. Do you want external callers to be transferred directly to a guests telephone if only one match is found? The hotel guest directory conversation asks external callers to identify the guest they are trying to reach by entering the first few letters of the guests last name. You may choose to allow direct transfers without confirmation if the system finds only one matching guest name in the directory, or you can require that outside callers confirm all selections of guest names.
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Using Multilingual Guest Conversation
If you have the optional Multilingual Guest Conversation package, one or more additional languages are installed on your system. This option allows hotel guests, and their external callers, to hear the system conversation in the guests language choice while in the guests message box. The first time guests dial the voice messaging system, the system asks them to choose a language. It offers the default system language first, then presents the other language choices in the order they were installed. A guests language choice remains in effect until the guest either changes it or checks out.
On the Hospitality Settings screen, you can set these Multilingual Guest Conversation options: Select Allow language choice to have the system offer new guests the option of selecting a language, and current guests the option of changing their language choice. Select Callers hear guest language choice if you want the language of the system prompts heard by outside callers to match the guests language choice, while in the guests message box.
Changing these settings after installation does not alter guest language choices currently in effect. Turning off Allow language choice prevents guests from making changes to language choices they made.
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Using Hospitality with your property management system

If Hospitality is integrated with your property management system (PMS), you may have special options available in your guest messaging service. Because special options vary depending on the brand and version of your PMS, determine if your PMS supports: Automatic guest messaging setup at check-in and checkout When a hotel guest is checked in on the PMS, the PMS integration automatically adds the room extension to the voice messaging system. You do not need to add room extensions by range on the voice messaging system. When a guest is checked out on the PMS, the PMS integration automatically saves any unheard messages to a special message box and removes that room extension from the system. When a new guest checks into the same room, the PMS integration creates a new voice mailbox for that guest. Automatic security code assignment If you choose to use automatic security code assignment, select Automatic security code assignment on the Hospitality Settings screen. The system will then assign the first few letters (usually four) of a guests last name as the security code. Staff should encourage guests to change this security code, however. Be sure Allow security codes is selected on the Default Hotel Guest Summary screen so that guests can change their security codes. The PMS integration can automatically assign security codes to hotel guests. The security code is usually the first four letters of the guests last name. Guest messaging disable You may be able to turn off guest messaging for an individual guest through the PMS. When guest messaging is disabled, the voice messaging system routes the guests calls to the hotel operator.
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USING HOSPITALITY WITH YOUR PROPERTY MANAGEMENT SYSTEM
Mailbox merge and room change If a hotel guest checks out of one room and moves into a vacant room, the PMS integration can record the move and transfer the guests messages to the new rooms voice mailbox. If the guest moves into a room already occupied by another guest, the PMS integration can merge the mailboxes by moving messages from the old rooms box to the occupied rooms box; the guests will share this mailbox. Mailbox modification Hotel staff can change a guests name or security code from the PMS. Message notification at checkout When a guest checks out, hotel staff can check the PMS to make sure the guest has received all messages.
Restore room The PMS integration allows hotel staff to undo a checkout and check the guest back into the same room. If a guest is accidentally checked out, or if a guest needs to check back into the hotel on the same day that the checkout was recorded on the PMS, the PMS integration restores any unheard messages and the guests personal settings, including the security code, personal greeting, and language choice. Restore room is available only if the guest checks back into the same room. Text message notification Guests receive a voice mail message notifying them that they have written messages or packages waiting at the front desk.
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Telling hotel guests about the guest messaging service

When guests check in, hotel staff should give them some basic information about the guest messaging service and its available options, so that they will feel comfortable with the service right away and make fewer calls for assistance. Each hotel room should contain a table tent card that tells guests how to save, delete, or repeat a message. When guests make their first call to the voice messaging system to retrieve messages, the guest conversation explains the available options and how to use them. Guests should receive information about: Hotel guest directory Guests can be included in the guest directory by recording their name during the enrollment conversation. Depending on the PMS integration, guests may also need to spell their name. Wake-up calls Guests can schedule their own daily or one-time wake-up calls. Language choice If you have the Multilingual Guest Conversation package, guests can hear the guest messaging conversation in the language of their choice. Personal greeting option Guests can record a personal greeting for callers.
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TELLING HOTEL GUESTS ABOUT THE GUEST MESSAGING SERVICE
Security code option Guests can set a security code so that no one else can access their mailboxes. If you have a PMS integration, you may have automatic security code assignment. Hotel staff should encourage guests to change their system-assigned security code. Message retrieval Guests can retrieve messages by calling the voice messaging system and entering a personal ID. If you allow guests to set security codes, they must also enter the code. Depending on the capabilities of your telephone system, guests may also retrieve messages by pressing a speed-dial key. Guests can also call the front desk or hotel operator, who can transfer them to their mailbox. Text messaging If you have a PMS integration, hotel guests may be able to receive a voice mail message when they have messages or packages at the front desk.
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Enrolling hotel guests in the voice messaging system

Once Hospitality is installed and guest room extensions are added to your system, you do not need to enroll individual guests when they check into your hotel. The system creates a mailbox and a personal ID for each guest room extension. The room extension, its mailbox, and the personal ID are immediately ready for use by a hotel guest. The personal ID is assigned to the room extension, rather than to an individual guest. When guests call the voice messaging system, the system uses the personal ID to identify the guests mailbox. You do not need to create a personal ID for each new hotel guest.
How the system creates a guest personal ID

A B C
638
8638
A Default guest ID The default guest ID is set on the Default Hotel Guest screen. If you change the default guest ID, verify that the new ID does not conflict with any others on the system. B Guest room extension Guest room extensions are entered into the system at the time of installation. C Guest personal ID The guest personal ID consists of the default guest ID followed by the guest room extension. It is displayed on the Hotel Guest Summary screen.
See also Using system IDs ........................................ 20 Defining users ............................................ 24
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ENROLLING HOTEL GUESTS IN THE VOICE MESSAGING SYSTEM
Guest name field

The Name field on the Hotel Guest Summary screen contains either the guest room number or a numeric representation of the guests name. If you have a PMS integration, the PMS may supply spelled guest names. Tip Using room numbers as the extension numbers will simplify use of the guest messaging service for both hotel staff and guests. Doing this allows each Hotel Guest Summary screen, which displays a guest room extension and its mailbox, to correspond to a guest room number.
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Checking hotel guests out of the system
Checking guests out of the guest messaging service is easy. Staff simply reset the rooms mailbox when a guest checks out of the hotel. Once the mailbox has been reset, the guest messaging service is immediately available to the next guest. When a mailbox is reset, the system clears any special options set by the previous guest (for example, a security code, personal greeting, or language choice). The system also creates a message storage box for any unheard messages. The extension ID and personal ID for the storage box are the same as the original extension ID and personal ID, except that they are preceded by an asterisk (*) and end with the day the message box was reset (typically checkout day).
The guests unheard messages are stored for the number of days specified in Store checked-out guest messages on the Hospitality Settings screen. The reset code is displayed on the Hospitality Settings screen. Instructions for using the code and resetting a message box are in the Front Desk Card.
Message box Extension ID 712
Message storage box *71203 (the guest checked out on the third day of the month) *871203
Personal ID
8712
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CHECKING HOTEL GUESTS OUT OF THE SYSTEM
If you have a PMS integration

A PMS integration adds additional capabilities to your guest messaging service: Automatic check-in and checkout When a guest is checked out on the property management system, the PMS integration automatically resets the rooms mailbox. Hotel staff do not need to reset the mailbox. Mailbox merge and room change If a guest decides to change rooms, the PMS integration can automatically transfer a guests messages to the new rooms mailbox. If a guest moves into a room already occupied by another guest, the PMS integration can merge the two mailboxes. Restore room Hotel staff can undo a checkout if a guest wants to check back into the same room or if the guest was accidentally checked out. As long as staff restore the room on the same day the checkout was recorded on the PMS, the PMS integration restores unheard messages along with any options the guest selected. Message notification at checkout When a guest checks out, hotel staff can check the PMS to make sure the guest has received all messages.
Tips
K
If you do not have PMS integration but want to check a guest back into the same room after resetting the rooms mailbox, you can restore the guests mailbox settings on the console. Delete the room from the system, then change the personal ID and extension ID in the guests mailbox to the rooms original IDs. This restores the room as well as the guests personal settings. Your site may find it easiest to have housekeeping staff reset guests mailboxes.
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Retrieving a guests messages
Guests can retrieve messages from their hotel rooms at any time by calling the voice messaging system. Your telephone system may also support additional options for guest message retrieval.
When guests call from outside the hotel, the front desk or hotel operator can transfer them to their mailboxes. Hotel staff can also retrieve unheard messages for checked-out guests. Instructions for transferring guests to their message box and retrieving messages after checkout are on the Front Desk Card.
If the telephone system supports Easy message access Message-waiting indication
Guests can Press one button on their room telephone to retrieve new messages Determine whether they have messages without calling into the guest messaging service
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Deleting forgotten guest security codes
Hotel guests may occasionally forget their personal security codes. When this happens, go to the Hotel Guest Summary screen and choose the Delete button. Select Security code, then press DELETE. You cannot see a guests security code on the console nor access it from anywhere in the system. After you delete the security code, the guest can call the voice messaging system and enter a new security code.
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Training hotel staff
Hotel staff should know enough about the guest messaging service to accomplish their assigned tasks easily and efficiently. They need to know how to perform the following tasks: Explaining the messaging service to guests Staff members should understand the guest messaging service well enough to explain clearly how it works. They also need to explain any options you decide to make available to guests, such as security codes, personal greetings, and language choice. Transferring guests to their mailboxes Front desk staff should know how to transfer guests to their mailboxes. Instructions are on the Front Desk Card.
Retrieving messages for a checkedout guest The staff should know that a guests unheard messages are stored when the guest checks out and that the mailbox is reset. Instructions for retrieving a guests messages after checkout are on the Front Desk Card. Resetting hotel guest mailboxes When a guest checks out, a hotel staff member must reset the rooms mailbox in order to make it available to the next guest. Instructions are on the Front Desk Card.
See also Using Hospitality with your property management system .............. 146
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TRAINING HOTEL STAFF
Overview
To help staff members understand how the guest messaging service works, you may want to lead them through this training exercise: 1 Select a guest room extension that you can use for practice. 2 Have a staff member pose as a hotel guest and practice the tasks associated with the guest enrollment conversation. 3 Have another staff member call the practice extension and leave a message. 4 Have the guest call the front desk, and a staff member transfer the guest to the mailbox. The guest should save the practice message after reviewing it. 5 Have the guest check out. Before resetting the mailbox, staff members should ask if the guest has checked for any new messages. 6 After checkout, have the guest call in and ask for messages. Another staff member can practice transferring the checked-out guest to the message storage box.
If you have a PMS integration, staff may need additional training on: Automatic check-in and checkout. Automatic security code assignment. Mailbox merge and room change. Restore room. Guest messaging disable.
Staff may also want to obtain a current list of all hotel guests. The Hotel Guests report can be created at any time, and either printed or viewed at the console.
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Offering a hotel information service
A hotel information service can meet a variety of needs, and you can easily adjust it as your needs change. You may want to provide information about hotel services, entertainment and dining, or transportation. You can also work with businesses that may want to place advertisements on your service. A hotel information service uses linked transaction boxes to offer announcements and other information to hotel guests. The service begins with a main menu that offers one-key dialing choices. Each choice branches to an announcement or to a menu containing additional one-key dialing choices. Using this basic structure, you can make your service as simple or as sophisticated as you wish.
A hotel information service is one way to use the transaction boxes of your voice messaging system. Transaction boxes are versatile and have many possible applications. Every menu or announcement in the information service is contained in a transaction box. You record the menu or announcement in the transaction boxs Day greeting, then set up the next set of links. When adding new menus or one-key dialing choices to your service, be sure to verify that the links lead the caller to the appropriate place. After an announcement, you may simply want the system to disconnect the caller.
See also Using system IDs ........................................ 20 Building the system with transaction boxes ............................................................ 26 Setting schedules for handling calls ....... 36 Routing callers quickly with one-key dialing .......................................................... 40 Expanding your system with transaction boxes ............................................................ 91
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OFFERING A HOTEL INFORMATION SERVICE
Welcome to the Inns Info Line. For general information on the hotel, enter 1. For other information, enter 2.
1 2
For information on hotel services, enter 1. To find out how to get somewhere in the hotel, enter 2. For information on schedules
For directions to destinations in the city, enter 1. For transportation options, enter 2.
1 2
For directions to the airport, enter 1. For directions to the shopping mall, enter 2.
1 2
To get a taxi, enter 1. For schedule and route information from FastTran, enter 2.
1 2
To get to the airport
To get to the shopping mall
Direct dial to Red Taxi
Direct dial to the FastTran information line
A The Main menu introduces the hotel information service and tells callers how to access the information they want. B Each submenu provides a list of additional choices. Be sure to tell callers which number to press for each choice.
C Announcements provide information to callers. After an announcement, you can give callers the option of returning to the Main menu, or you can have the system say good-bye and disconnect. D In an announcement, you can give callers the option of dialing a business directly from the information service.
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Planning information service menus
The first step in setting up an information service is planning how you want to use the service and what kind of announcements you want to offer. As you plan your information service, you may want to consider the following approach: 1 Write down a complete list of topics that might be of interest to hotel guests. 2 List the questions most frequently asked by your hotel guests. Consider making the answers to these questions topics in the information service. 3 Organize the topics into categories that you can use as submenus. Topics within each category can be developed into announcements.
Once you have a list of topics and possible submenus, the following guidelines can help shape your ideas into an effective, easy-to-use information service. Keep the menus simple Each menu should provide a short introduction, followed by a list of available choices. The main menu should introduce the information service and provide a brief explanation of the available information. Each submenu introduction should explain the category covered by that submenu. Any menu can offer either a list of announcement choices or a list of submenus. Remember that keeping menus short and simple makes it easy for hotel guests to move through the system on their first try.
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PLANNING INFORMATION SERVICE MENUS
Divide menu choices into easy-to-hear units Make the choices that you offer easy to understand over the telephone. In general, each menu should contain no more than three or four choices. If you find that one category contains more, group some of the choices together on a separate submenu. For example, rather than offering 12 choices under a heading called Entertainment, group the individual choices under submenus such as Family Activities, Night Life, and Tourist Attractions. Plan for a hotel guests errors If you use one-key dialing, decide how to handle callers who fail to press a digit, or who press one that is not in your list of choices. To make your service more user-friendly, you may want to route such callers to the hotel concierge for personal assistance.
Provide direct access to the operator It is a good idea to provide callers with one-key access to the hotel operator at all times. Consider reserving the 0 (zero) for a direct transfer to the hotel operator. Write a script Write a brief script for each menu and practice saying the words out loud. Check that the wording is clear and concise. Remember that hotel guests hear instructions, rather than read them. When listening to menu choices, callers find it easier to hear the option first, then the number selection (for example, For hotel services, press 1).
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Setting up transaction boxes for your information service

Once you plan your Main menu, submenus, and announcements, you are ready to set up the transaction boxes for your information service. You will set up a transaction box for the Main menu, each submenu, and each announcement. Each transaction box must have a name, an owner, a schedule, and a system ID.
Transaction box name

You may want to start all transaction box names with the same two or three letters, so they appear one after the other in the Select transaction box list.
Transaction box schedule

You can use any of the voice messaging systems four schedules for the information services transaction boxes. Keep in mind the following considerations when deciding which schedule to use: If you do not assign a schedule number to the transaction box, the box will follow the schedule assigned to the voice messaging port that takes the call. To ensure 24-hour availability, use Schedule 4.
Transaction box owner

The system manager often owns the information services transaction boxes, but any subscriber can own them. Remember these details when deciding ownership: If you delete a subscriber from the voice messaging system, you also delete all transaction boxes owned by that subscriber. To avoid accidentally deleting transaction boxes, assign them to a virtual owner, such as Information Service. The box owner receives any messages recorded in the transaction box. (Keep this in mind if you select the Take message option in Action after greeting.)
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SETTING UP TRANSACTION BOXES FOR YOUR INFORMATION SERVICE
System IDs
Use the following guidelines to plan the system IDs for the information service. Reserve a range of system ID numbers for the hotels exclusive use You want to avoid duplicating system ID numbers but also allow for the addition of future transaction boxes. This also makes it easier to organize your boxes and to distinguish them from other transaction boxes. Include a unique letter in each system ID The letter identifies the transaction box as one that is part of the information service (for example, you may want to begin each system ID with M for Menus).
Hide your information service transaction boxes As a general rule, start each system ID with a dollar sign ($) (for example, $M200), so that it cannot be dialed from a telephone. This prevents callers from accidentally dialing individual transaction boxes. Allow for growth in the system You may want to leave gaps in your numbering scheme so you can add transaction boxes at a later date. For example, instead of numbering a submenu set with system IDs $M110, $M111, $M112, and $M113, you may want to use $M110, $M120, $M130, and $M140. This allows you to add new submenus at the same level and still keep a consistent numbering scheme.
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Setting up the system IDs, greetings and one-key dialing for the menu and submenu transaction boxes
Main menu System ID: $M100 Welcome to the Inns Info Line. For general information on the hotel, press 1. For other information, press One-key dialing 1 $M200 2 $M300 3 4 5 6 7 8 9 00
A B
Hotel information submenu System ID: $M200 For information on hotel services, enter 1. To find out how to get somewhere in the hotel, enter 2. For information on schedules One-key dialing 1 $M210 2 $M220 3 $M230 4 5 6 7 8 9 00
Other information submenu System ID: $M300 For directions to destinations in the city, enter 1. For transportation options, enter 2. One-key dialing 1 $M310 2 $M320 3 4 5 6 7 8 9 $M100 00
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A Use a dollar sign ($) to keep the system IDs in your information service hidden. You can make the system ID for the Main menu transaction box a number that can be dialed if you want to allow callers to dial the service directly. B The greeting for each menu should let callers know where they are and tell them how to access the information they want. C Use one-key dialing menus to route callers to submenus or to announcements. Confirm that all of your one-key dialing menus are set up correctly.
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Routing guests to the information service
The Main menu is the gateway to the information service. The Main menu gives callers the categories of information available and identifies numbers for reaching the information. You have several methods available for routing guests to the Main menu. To route guests using this method Guests automatically hear the Main menu after checking for messages. After checking for messages, guests are offered the option of pressing a digit to access the information service. Do this In the Hospitality Settings screen, type the system ID for the Main menu in After message retrieval, route to ID. Set up a transaction box with a greeting that prompts guests to press a digit if they want to access the information service. In the one-key dialing field for that digit, type the system ID for the Main menu. And on the Hospitality Settings screen, type the system ID for this transaction box in After message retrieval, route to ID. Give the Main menu a system ID that functions like any other hotel extension. Guests dial different numbers to reach the information service and to retrieve messages. Be sure to tell guests the number of the information service as well as the number of the voice messaging system.
Guests can dial the information service at any time they want, without first having to check for messages.
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ROUTING GUESTS TO THE INFORMATION SERVICE
Depending on your telephone systems capabilities, you may be able to set up other ways for guests to reach the information services Main menu. Two common alternatives include speed-dial keys or a separate telephone number. Speed-dial keys Many guest room telephones have one or more programmable buttons that can be set up to allow hotel guests to reach the information service by pressing a single button. This can be set up using transaction box access or port-based access. Separate telephone number Hotel guests dial a particular number to reach the service. With this option, the information service must be set up with port-specific access.
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Expanding your information service
As you develop relationships with advertisers or want to add additional options for hotel guests, you can add this functionality at any time: Help for callers Special call routing Online interviews, using the voice messaging systems interview box Remotely controlled announcements Multilingual announcements
Note If you increase the size of your information service, be sure to confirm that your voice messaging system has enough available recording time to accommodate the growth.
See also Collecting information with interview boxes .......................................... 54
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Setting up Help for new callers
Most hotel guests find it easy to use an information service. You may want to provide a Help option in your service to provide callers with guidance on what the service is and how to use it. A Help option is simply a special set of submenus in your service that callers can easily reach from many places in the service. Set up each Help component in its own transaction box. Here are a few recommendations for setting up a Help option. Make it accessible from the Main menu A caller who is unfamiliar with information services needs guidance right away. Make it accessible with the same digit Offer the same one-key dialing digit to reach the Help menu from many other points in your information service. For example, you could use 5 to reach Help from any menu or announcement. Provide basic information on the services purpose and use For example: This information service is provided to make your stay more pleasant. In it, you may obtain information on the hotel and nearby amenities. You may press the number keys on your telephone at any time to make a selection. To reach the hotel operator, press zero at any time. To return to the beginning, press 1.
Use simple language for explanations Do not confuse callers (particularly guests from other countries) by using jargon or unusual words. Allow callers to go directly to the hotel operator From a Help option, you can give callers the ability to directly dial the hotel operator. This option is worthwhile for callers who cannot find the needed information or who are simply not comfortable using the system. In the transaction box where the Help text is recorded, use a one-key dialing option for direct access. Typically, the 0 (zero) is used for routing callers to the operator. Provide a route back to the Main menu In the transaction box where the Help text is recorded, use a one-key dialing option to route callers back to the Main menu. Enter the Main menus system ID in the one-key dialing menu.
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Setting up direct call transfers
A basic hotel information service contains menus that you set up to route callers to submenus and announcements. As you expand your service, you may want to transfer callers who select certain menu options to an internal extension or to an outside telephone number. Internal call routing Callers are transferred to another hotel extension (for example, to the concierge). Direct-dial option Callers are transferred to an outside number, such as an advertisers business.
Notes
If the voice messaging system sends a call to an outside number on a release transfer and the number does not answer, the call terminates. The caller is not returned to the hotel information service. The direct-dial option depends on certain capabilities of the telephone system. Keep in mind that the hotel is responsible for any long-distance tolls for calls transferred to an outside number with direct-dial.
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SETTING UP DIRECT CALL TRANSFERS
To set up direct call transfers
1 Create a new transaction box. It will be used to transfer callers to an internal extension or to an outside telephone number. 2 On the new transaction boxs Call Transfer screen, select both the Day and Night transfer options. 3 Type the destination number, either a hotel extension or an outside telephone number, in Transfer to. If an outside dial access prefix is required but is not set up on the Telephone System Setup screen, be sure to include it in the number.
4 Select the transfer type. For outside calls, select Release. 5 In the Intro for transfer voice field, record a greeting that informs callers their call is being transferred. 6 Go to the transaction boxes containing the submenus or announcements in which you want to offer the direct call transfer. In the appropriate one-key dialing edit box, type the newly created transaction boxs system ID.
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Working with advertisers
You can incorporate advertisements and service announcements for local businesses into your hotel information service. These announcements can provide valuable information to out-of-town hotel guests while also generating income for your hotel. A 24-hour information service is an effective way for advertisers to reach tourists and business travelers staying at your hotel. Sponsorship categories allow businesses to choose the level of visibility they want on your information service. You can also use sponsorship categories to structure your advertisement fee schedule.
Typical service categories

Complete service sponsorship One business is the information services primary advertiser and is featured in the Main menu, which all callers hear. Branch sponsorship A business sponsors a branch of the service to target a particular audience. For example, a ski shop might sponsor a submenu for ski conditions, transportation, and equipment. Service announcement with direct-dial A business sponsors an announcement offering callers the option of directly dialing the business. Service announcement A business sponsors one or more announcements in the service.
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WORKING WITH ADVERTISERS
Getting your information service started

Before contacting businesses about advertising on your information service, decide which sponsorship options you want to offer and how you want to work with the businesses: Which announcement methods will you offer? Businesses can provide a written script that you record in the appropriate transaction box, or they can remotely record and maintain their own announcements. What kind of rate schedule will you use? You can charge different rates for different levels of sponsorship. You can also base your rates on the length or type of announcement, or on how many callers hear the announcement.
Will you enroll advertisers on your voice messaging system? If you want to send advertisers voice mail messages on a regular basis, you can enroll them as guests of the system manager or advertising manager. Advertisers who remotely record their own announcements must be enrolled as regular subscribers so that they can own the transaction box containing their announcement. Note Advertisers you enroll as subscribers on your system become members of the All Subscribers message group. If you choose not to remove advertisers from the All Subscribers message group, caution hotel staff to avoid using this group to send companywide messages intended for employees only.
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Setting up remote recording of announcements for a business

You may want to allow a business to record and maintain its own announcements on the information service. To set up a business for remote control of announcements, set up a transaction box for the announcement, then follow these steps: 1 Enroll the business, or an individual from the business, as a regular subscriber on the voice messaging system. 2 Select the access options. To ensure proper access to the system and to maintain security, provide the appropriate class of service to the business subscribers. On the Subscribers and Guests Access Options screen, turn on the following options: 1 for Yes, 2 for No conversation Enroll when calling for the first time Explicit receipts as requested Greeting changes allowed The system is now ready for the business to call in to record its announcement. Be sure to go over the following items: Advise the subscriber to create a security code. Provide training on how to dial in and record the announcement. You may want to have the business subscriber practice dialing the system and recording a sentence or two. Assist the business in writing the actual script. Provide a blank worksheet with recording tips and instructions for recording remote-control announcements. Clarify ownership. Stress that the announcement belongs to the business. Its content and maintenance are entirely up to the business subscriber.
Turn off these options: Sending options by spelled name Subscriber messaging allowed Message review allowed Receives public messages
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SETTING UP REMOTE RECORDING OF ANNOUNCEMENTS FOR A BUSINESS
Worksheet for advertisers: Remote control announcement

Sponsor identification Sponsor name: Box ID: Box name: Instructions for remote control
1 Dial the information service at telephone number: 2 Enter your personal ID:
Tips for announcements

K K K K K K
Enter your security code:
Write concisely. Use complete information. Speak clearly. Record in a quiet area. Avoid lengthy pauses. Provide a telephone number for more information.
3 When the system asks if you want to leave any messages, enter 1 for Yes. Then, enter the first three digits of the transaction boxs name: 4 Answer the questions to record the standard day and night greetings, or to record an alternate greeting, or to switch between the standard and alternate greetings. The system records your announcement and deletes the old one. 5 To indicate you are finished recording, press 5. 6 If desired, you may review the announcement and, if needed, rerecord it. Follow the instructions provided by the system.
Maintenance Date tested: Update frequency:
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Building a multilingual information service
If your hotel has many guests who speak another language, you may want to offer the information service in multiple languages. You can create a multilingual information service by building parallel menus and announcements, with each branch of the service in a different language. The first transaction box in a multilingual information service should briefly introduce the service and offer guests a language choice. Each language choice corresponds to a one-key dialing option that routes callers to the appropriate branch of the service. When guests select a language, they hear the Main menu in the language of their choice.
T i p If you have the same menus and announcements in each of the services languages, set up your transaction box names and system ID numbers so you can easily determine which boxes are duplicated in other languages. Remember that a change in one languages menus or announcements may require a corresponding change in the other branches of your multilingual information service.
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Keeping your information service current
Keeping your information service announcements current is key to building guests interest in the service. Make sure that the staff member responsible for maintaining an announcement rerecords it when the information becomes inaccurate or outdated. For example, your hotel restaurant might provide an announcement listing weekly specials. The restaurant manager should be responsible for this announcements transaction box and record a new menu each week. The manager, as well as other transaction box owners, can record new announcements over the telephone.
Encourage advertisers to keep their announcements current. You can remind advertisers that their announcements will attract new customers only if they contain up-to-date information. Businesses may find it easier to record and maintain their own announcements remotely rather than sending updated scripts to you.
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Evaluating your information service
Periodically, you may want to evaluate how hotel guests are using your information service so that you can adjust the service if necessary.
To measure how many guests use each announcement To measure call activity
Create a Usage report for each transaction box you want to evaluate. If few guests reach an announcement or a branch of your service, you may want to reevaluate the usefulness of the information. If the menus seem confusing, you might also try rewording the recordings.
Create a Call log. This report can help you evaluate the total call activity in and out of the voice messaging system.
See also Creating reports ....................................... 106 Viewing call activity ................................ 108 Viewing call traffic summaries .............. 114
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Glossary
GLOSSARY
179
Glossary
A
ACTION
ARCHIVED MESSAGE
Any action the system takes when processing a call, for example, taking a message, routing to the operator, or saying good-bye.
ADDRESSING OPTIONS
Any message a subscriber listens to and then saves for a number of days. You set the number of days that messages are archived. All old or archived messages must be saved each time they are heard or they will be deleted. See also new message; old message.
AUDIO MESSAGING INTERCHANGE SPECIFICATION (AMIS)
Permission you give a subscriber to use certain message options. For example, the permission to label a message urgent or to forward a message to others.
ALTERNATE GREETING
A greeting for a voice mailbox, transaction box, or voice detect box that can be recorded and turned on over the telephone. The alternate greeting can be used as a 24hour-a-day greeting in place of the day greeting or night greeting. See also boxs greeting.
ANNOUNCEMENT
An analog standard used to facilitate communication between voice messaging systems. When adding new sites to your Rnet system, make sure that each office has a voice messaging system that supports the AMIS standard.
AUDIOTEXT
A recorded message that provides information to callers. A hotel information service records announcements in transaction boxes to offer information to guests. At the end of an announcement, the caller is given options or the system says good-bye and disconnects. See also information service, hotel.
Recorded information that is available to callers 24-hours-a-day about whatever your organization wants callers to hear. You can provide menus of information or other messages of your choosing, and you can use audiotext messages in transaction and interview boxes.
AUTOMATED ATTENDANT
A group of features that allows the voice messaging system to act as a receptionist to answer and route incoming telephone calls.
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AUTOMATIC CHECK-IN AND CHECKOUT, AUTOMATIC GUEST MESSAGING (PMS)
AUTOMATIC ROUTING
The Hospitality package, when integrated with a property management system (PMS), automatically adds a room extension to the voice messaging system when a hotel guest checks in. When the guest checks out, the PMS automatically saves any unheard messages to a special message box and removes that room extension from the system until a new guest checks into that room.
AUTOMATIC DIRECTORY ASSISTANCE
A process set up through transaction boxes to route callers through the voice messaging system to a specific ID after they hear the opening greeting. Use transaction boxes to route callers to menus (such as information service menus) or to interview boxes to gather information from the caller.
AUTOMATIC SECURITY CODE ASSIGNMENT (PMS)
With automatic directory assistance, callers reach a subscribers extension ID or a named message group by spelling the first three letters of the name on a touchtone keypad. See also numeric directory assistance; directory assistance.
AUTOMATIC REP LOG COLLECTION
A feature available when Hospitality is integrated with a property management system (PMS). The PMS automatically assigns security codes to hotel guests. The on/off option is on the Hospitality Settings screen. Guests can change their security code if you select the Allow security codes option on the same screen. A third field, Security code length, is activated if you select Automatic security code assignment; the default is four characters.
AWAIT ANSWER
An optional package that copies Call logs from off-site voice messaging systems to a central computer.
One of three types of call transfer. The system waits for the extension to be answered before completing a transfer to that extension. See also release, wait for ringback.
GLOSSARY
181
BC
B
BATCH DELIVERY
BUSY PORTS REPORT
A message delivery process in which the voice messaging system collects messages and then calls subscribers at regularly scheduled intervals to let them know they have messages. You set up the delivery intervals. One of three types of message delivery methods. See also each delivery; urgent delivery; message notification.
BOX ID
Create the Busy Ports report if you want to determine how often your ports are busy, whether your telephone ports are full or nearly full during peak times, and the average percentage of time the ports are busy during a specific time period. Create the report for an individual port or for all ports on the system.
C
The number a caller uses to reach a transaction box, interview box, operator box, or voice detect box. Also used for automatic routing of calls and in one-key dialing menus.
BOXS GREETING CALL HOLDING
You can set up the voice messaging system to let callers hold until the busy extension they are calling becomes free.
CALL LOG
A recorded greeting or menu of options in a transaction box. The box owner is responsible for recording the box greeting. Day greeting plays during the days and times you have designated as normal business hours. Night greeting plays during the days and times outside of those specified in your day schedule. You can use an alternate greeting as a 24-hour-a-day greeting.
Create the Call Log report (on the System Reports screen) to get a record of every call, whether in or out, that the voice messaging system answers, dials, or routes. Create the report for the entire system, or for an individual subscriber or system ID. For further analysis, you can import the report into most database and spreadsheet programs.
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CD
CALL ROUTING
D
DAY GREETING
Calls are routed through the voice messaging system without being transferred to the telephone system. See also call transfer.
CALL SCREENING
Plays during the days and times you have designated as normal business hours. See also alternate greeting; night greeting.
DAY MODE
Allows a subscriber to either accept a call or forward it to their voice mailbox after hearing information about the caller.
CALL TRANSFER
Calls are transferred to the telephone system which takes control of connecting the call to an extension. See also call routing.
CONSOLE ENROLLMENT
You can configure the system to handle calls differently during day mode and night mode hours. You define the days and hours when each mode operates. For example, you might define day mode as the hours when your organization is open. All other hours are assigned to night mode. See also holiday schedule; schedule.
DEFAULT
You enroll subscribers by entering information about each subscriber at the system console, including the complete spelled name, recorded name, personal ID, and extension ID. See also over-thetelephone enrollment; enrollment conversation.
CONVERSATION
The option the system uses if you do not select another option.
DIAL TONE DETECTION
The collection of prerecorded questions, choices, and responses that the system plays to guide callers through the voice messaging system.
Enables the voice messaging system to listen for a dial tone when initiating a dialout. Upon initiating a dialout for message waiting indication or message delivery, the system can listen to make sure a line is available. Dial tone detection is accomplished through a feature called General Tone Detection. See also General Tone Detection.
GLOSSARY
183
DIRECTORY ASSISTANCE
DIRECT-DIAL OPTION (HOSPITALITY)
Allows callers to reach a subscribers extension ID without speaking to an operator. Callers whose telephones have letters on their touchtone keys can use automatic directory assistance. Callers whose telephones do not have letters on their touchtone keys or who need other special directory assistance can use numeric directory assistance. See also automatic directory assistance; numeric directory assistance.
DIRECTORY GROUP
In a hotel information service announcement, you can give callers the option of dialing an outside number, such as a business or advertiser, directly from the information service. If the voice messaging system sends a call to an outside number on a Release transfer and the number does not answer, the call terminates.
DIRECTORY REPORTS
A group of subscribers listed in numeric directory assistance. You set up directory groups that list subscribers with a common characteristic, such as department, location, or schedule. When a caller requests numeric directory assistance, the system plays the names of the directory group members and their extensions.
DIRECTORY ID
Create these reports to see the structure of the system: its subscribers, system IDs, message groups, and numeric directory assistance. Create the report for everyone enrolled in the system, for all extension IDs, for message groups, or for numeric directory assistance.
DISPATCH
Callers use the directory ID to access numeric directory assistance.

DIRECTORY MENU
A message distribution option. If you select it, only the first member to hear the message receives it. If you do not select it, each member of the group receives the group message.
DTMF
A directory menu lists the names of directory groups or submenus. Use directory menus to automatically create one-key dialing menus for numeric directory assistance.
Dual-tone multifrequency. This is a technical term for true touchtones.
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E
EACH DELIVERY
EXTENSION
A message delivery process in which the voice messaging system calls subscribers each time they have a new message. See also batch delivery; urgent delivery; message notification.
EASY MESSAGE ACCESS
The actual telephone extension number of a telephone. An extension number may or may not be the same as its extension ID. See also extension ID.
EXTENSION ID
Subscribers can press one touchtone to retrieve new messages without pressing their personal IDs. Available only when the voice messaging system is integrated with your telephone system.
ENROLLMENT CONVERSATION
The number a caller uses to reach a subscribers voice mailbox. The extension ID is not always the same as the actual telephone extension number. For example, if two subscribers share the same extension, they will have different extension IDs for their separate voice mailboxes. See also extension.
You can configure the system to play a special enrollment conversation for new subscribers that lets them enroll themselves the first time they call the voice messaging system. See also console enrollment; overthe-telephone enrollment.
ERROR LOG REPORT
Create this report to see system errors, including the error code, the port on which the error occurred, and the date and time the error occurred. Use the Error Log report to identify system problems.
GLOSSARY
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FG
F
FRONT DESK CARD, GUEST MESSAGING
G
GENERAL TONE DETECTION (GTD)
The Front Desk Card contains instructions to assist hotel staff in understanding the guest messaging service and performing their duties associated with the system. It explains how to transfer guests to their message boxes, reset guest message boxes, and retrieve messages for a checked-out guest.
FUTURE MESSAGE DELIVERY
A feature in the voice messaging system used to determine the correct frequencies for dial tone, reorder tone, and busy tone. GTD is useful for telephone systems that do not provide immediate disconnect signaling; when GTD is turned on, the voice messaging system listens for dial tone, reorder tone, and busy tone.
GREETING
A subscriber can specify a future date and time for a message to be sent. This is often used to send automatic reminders to individuals or groups.
Any recorded announcement a caller hears. Greetings give information, welcome callers to the system, offer menu options, and offer a chance to leave a message. The opening greeting is what callers hear when they dial the main telephone number for your organization. A subscribers personal greeting is what callers hear when they reach a subscribers voice mailbox. A boxs greeting is a recorded greeting or menu of options in a transaction box. An internal greeting is the greeting internal callers hear when they reach a subscribers extension.
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GH
GROUP REPORT
H
HOLIDAY SCHEDULE
Create this report to show all message groups, the members of a particular group, the owners of private groups, and the groups to which a particular subscriber or guest belongs. See also directory reports.
GUEST
You can schedule up to 18 holidays per year, during which the system remains in night mode for 24 hours. See also day mode; night mode.
HOSPITALITY PACKAGE
A guest is an individual who is given limited subscriber privileges in the voice messaging system. A guest has a guest mailbox and can trade two-way messages with the subscriber who hosts him or her. A guest can be a member of the hosts private message groups. Guests cannot be members of open message groups.
GUEST MESSAGING DISABLE (PMS)
The optional Hospitality package offers special guest messaging service to hotels. You can use voice messaging system features, such as transaction boxes, to enhance your use of the Hospitality package. Hospitality uses a special guest conversation. See also information service, hotel.
HOST
If Hospitality is integrated with a property management system (PMS), this feature allows you to turn off guest messaging for an individual guest. The guests calls are then routed to the operator.
A subscriber who sponsors a guest in the voice messaging system. Some subscribers may want to give vendors or important customers special privileges within your organization by hosting them as guests.
GLOSSARY
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HI
HOTEL GUEST PERSONAL ID
INTERNAL CALLER
In the Hospitality package the system creates a message box and a personal ID for each guest room extension added to the system. (Unless you have a property management system (PMS) integration, guests are not enrolled by name in the guest messaging system.) The system creates the hotel guest personal ID using the default guest ID and the extension ID (typically the room extension number).
An individual who can be identified by the voice messaging system using an ID. Subscribers and guests who call from within the voice messaging system, or who enter their personal IDs when calling from outside the system, are internal callers.
INTERNAL GREETING
The greeting internal callers hear when they dial a subscribers extension.
INTERNAL ID
I
INFORMATION SERVICE, HOTEL
You can set up an information service using the Hospitality package. This service is built with transaction boxes and uses a decision tree structure consisting of menus and announcements to provide guests with helpful information over the telephone. Use the information service to offer regularly updated announcements, direct dial to an outside business, or conduct online interviews.
INSTALLER
You can hide a system ID to prevent callers from dialing it directly. Hide a system ID by adding a prefix, such as a dollar sign ($) character, that cannot be dialed.
INTERVIEW BOX
Interview boxes can contain up to 20 recorded questions. You can set the interview box to record responses to each of the interview questions. For example, a business could use interview boxes to take sales orders or do market research. See also transaction box.
IP ADDRESS
The individual who installs the voice messaging system for your organization. Typically, the installer sets up many options for the system, including ports and telephone setup.
Internet Protocol address. A numeric address (for example, 555.555.55.555) that represents the computers location on a network or the Internet. To access a computer from a browser over a network or the Internet, you must specify the IP address.
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L-M
L
LANGUAGE CHOICE (HOSPITALITY)
M
MAILBOX
The Multilingual Guest Conversation option in the Hospitality package allows you to install more than one language to use for system conversations. The system language is the first language installed, and it is always offered to the guest as the first language choice. Additional languages are offered in the order that they were installed. See also multilingual guest conversation.
LOCAL CONNECT
The voice messaging system stores messages from callers in a subscribers mailbox.
MAILBOX MERGE (PMS)
In local connect mode, you can record prompts or greetings using an internal telephone extension. You establish the local connection on the system console, then use a nearby extension to complete your recordings.
A special feature available when Hospitality is integrated with your property management system (PMS). If a hotel guest checks out of one room and moves into another room, the PMS integration can record the move and transfer the guests messages to the new rooms message box. The PMS integration can also merge the mailboxes of two occupied rooms.
MAILBOX MODIFICATION (PMS)
A special feature available when Hospitality is integrated with your property management system (PMS). Hotel staff can change the guests name or security code from the PMS.
MESSAGE GROUP
A list of subscribers and/or guests to whom a subscriber can send the same message. Any subscriber can be a member of any message group. Guests can only be members of private groups owned by their host subscriber. See also private message group; open message group.
GLOSSARY
189
MESSAGE NOTIFICATION
MESSAGE WAITING INDICATOR
The voice messaging system can call subscribers at any telephone number they specify when they have new messages. The system can also activate pagers and message waiting indicators.
MESSAGE NOTIFICATION AT CHECKOUT (PMS)
A feature on a telephone such as an indication light, a distinctive dial tone, or an LCD display that lets subscribers know when they have messages waiting.
MULTILINGUAL GUEST CONVERSATION
A special feature available when Hospitality is integrated with your property management system (PMS). When a guest checks out, hotel staff can check the PMS to make sure the guest has received all messages.
MESSAGE STACK
An optional feature of the Hospitality package. One or more additional languages are installed on your system; hotel guests may choose the language they wish to hear for guest messaging conversation. See also conversation; language choice.
MULTILINGUAL INFORMATION SERVICE
The collection of new, unheard messages listed by source in a subscribers mailbox.

MESSAGE STORAGE BOX
A Hospitality guest messaging service feature. If a hotel guest checks out and has any unheard messages, the system automatically creates a message storage box for those messages. The extension ID and personal ID are the same as the original IDs; however they are preceded by an asterisk (*) and end with the date the message box was reset.
A Hospitality guest messaging service feature. You can create a multilingual information service by building parallel menus and announcements, with each branch of the service in a different language. When guests select a language, they hear the main menu in that language. See also information service, hotel.
MULTIPORT SERIAL BOARD
This board provides the additional COM ports (IRQs) necessary when installing a serial telephone integration in addition to the property management system integration. Install the multiport serial board to the voice messaging system computer prior to installing the PMS package.
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N
NEW MESSAGE
NUMBERED GROUP
A message that has not yet been heard by the recipient. See also archived message; old message.
NETWORK ACCESS
Message groups that are identified by a three-digit group number instead of a name.
NUMBERED GROUPS ID
An optional package that enables you to use an Internet browser, such as Netscape or Internet Explorer, to access the voice messaging console from a separate computer.
NIGHT GREETING
To reach a numbered group, subscribers must first press the numbered groups ID, then the three-digit group number.
NUMERIC DIRECTORY ASSISTANCE
Plays during all days and times except those specified in your day mode.
NIGHT MODE
Numeric directory assistance allows callers to identify a subscribers extension ID by pressing numbers to move through a directory of subscribers. You group subscribers by directory groups and directory menus to set up this feature. See also automatic directory assistance; directory assistance; directory group; directory menu.
You can configure the system to handle calls differently during day mode and night mode hours. You define the days and hours when each mode operates. For example, you might define day mode as the hours when your organization is open. All other hours are assigned to night mode. See also holiday schedule; schedule.
GLOSSARY
191
O
OLD MESSAGE
OPERATOR BOX
A transaction box used exclusively for handling calls that go to your operator.
OUTSIDE CALLER
A message that has been heard, but not deleted or archived. You decide how long old messages are saved. All old or archived messages must be saved each time they are heard or they will be deleted. See also archived message; new message.
ONE-KEY DIALING
An outside caller is an individual calling from outside the voice messaging system. This may also be referred to as an unidentified caller. If a subscriber calls the system and does not enter a personal ID, that subscriber is treated as an outside caller.
OVER-THE-TELEPHONE ENROLLMENT
A method by which you allow callers to press one touchtone to reach certain system IDs.
ONE-WAY MESSAGE
A message left by an unknown caller. The recipient must dial the extension of the caller in order to reply. See also two-way message.
OPEN MESSAGE GROUP
You can configure the system to play a special enrollment conversation for new subscribers that lets them enroll themselves in the voice messaging system the first time they call the system. See also console enrollment; enrollment conversation.
OWNER
A message group to which all authorized subscribers can send messages. Guests cannot be members of an open group.
OPENING GREETING
The greeting that callers hear when they dial the main telephone number for your organization.
A subscriber or system manager who has control over a transaction box, voice detect box, interview box, or message group is its owner. If the owner is deleted, all transaction boxes, interview boxes, private message groups, guests, and fax boxes that he or she owns are also deleted. Only the owner can record by telephone a greeting for a transaction box or voice detect box.
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P
PERSONAL ID
PROPERTY MANAGEMENT SYSTEM INTEGRATION FEATURES
A unique system ID that identifies a subscriber or guest to the system.

PERSONAL SECRETARY
If a subscriber is unavailable, the system can route callers automatically to another extension, such as the subscribers secretary or assistant, or it can play a menu of other extensions that might be helpful to callers. This mechanism is called the personal secretary.
PROPERTY MANAGEMENT SYSTEM INTEGRATION
If the Hospitality package is integrated with your PMS, you may have special features available in your guest messaging service. The features availability depend on the brand and version of your PMS. See also automatic check-in and checkout; automatic guest messaging; automatic security code assignment; guest messaging disable; mailbox merge; mailbox modification; message notification at checkout.
PORT
A telephone line coming into the voice messaging system.

PREVIOUS REPORT
An optional package that allows a property management system and a voice messaging system to transmit data to each other over a serial link. It works in conjunction with the Hospitality package to provide automatic hotel guest voice mailbox management.
Use the Previous Report screen to display, copy, or print reports you created earlier. This feature is useful when you display a report on screen and later decide to print it. You can also use Previous Report to view or print any text file without leaving the voice messaging system console.
GLOSSARY
193
PR
PRIVATE MESSAGE GROUP
R
RECEIPT
A private message group allows only the groups owner to send a message to the group.
PROMPT
A record of a message one subscriber has left for another.

RECORDED NAME
A recording that is played at specific places in the system conversation.

PUBLIC INTERVIEW BOX
An interview box that handles callers who have not reached an operator or have not chosen any system ID. You may also choose to route other callers to this box. Messages collected here are public messages.
PUBLIC MESSAGES
The system plays the recorded name of a subscriber, guest, operator, or transaction box in prompts that require identification of the source or destination of a message or call. Also called voice name.
RELEASE
Messages collected in the Public Interview box or the operator box are public messages. These are distributed only to subscribers with public message access.
One of the three types of call transfer. The voice messaging system completes the transfer without checking whether the call is answered or whether there is a busy signal. See also await answer; wait for ringback.
REPLY TIME
The maximum time allowed to record an answer to an interview box question.
Q
QUICK OPTION MENU
An alternative to the Yes-and-No conversation, in which subscribers select menu options using touchtones.
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SCHEDULE
SERVICE ANNOUNCEMENT (HOSPITALITY)
Schedules determine how calls will be handled at different times and/or different days. You can define up to three different schedules for the system. In addition, you can use Schedule 4, which remains in either day mode or night mode 24 hours a day. You can set up certain subscriber mailboxes, transaction boxes, or ports to function on a particular schedule. See also holiday schedule; day mode; night mode.
SECURITY CODE
You can incorporate service announcements for local businesses in your hotel information service whereby the businesses sponsor one or more announcements. The announcements can also offer callers a direct-dial option to a business. See also direct-dial option.
SINGLE-EXTENSION ACCESS
A feature in Active Fax whereby callers can use a single extension number to leave either fax mail or voice mail for a subscriber.
SPELLED-NAME GROUP
Subscribers can set a security code so that no one else can access their message boxes. If you have the Hospitality package, you can also allow hotel guests to set a security code.
SERIAL TELEPHONE INTEGRATION
Message groups that are identified by a name that begins with three letters instead of three numbers. To reach a spelled-name group, subscribers select the group by spelling its name on the telephone keypad.
SPONSORSHIP (HOSPITALITY)
A feature that allows a telephone system to communicate with voice mail through a serial cable. Information typically transmitted includes forwarded and direct call IDs, and message waiting notifications.
An opportunity for local businesses to place announcements or advertisements in a hotel information service. You can set up several levels of sponsorship complete service, branch, service, or service with direct-dialto structure your advertisement fee schedule and allow businesses to choose the level of visibility they want. See also information service; service announcement.
GLOSSARY
195
STATION NUMBER (EXTENSION NUMBER)
SYSTEM ID
The number used by the telephone system to identify a particular physical extension. Same as extension number.
SUBSCRIBER
You assign a unique system ID for each subscriber, guest, interview box, transaction box, voice detect box, directory group, and directory menu. System IDs can include numbers, letters, or symbols.
SYSTEM MANAGER
Anyone enrolled in the voice messaging system is a subscriber. See also guest; system manager.
SUBSCRIBERS PERSONAL GREETING
The greeting callers hear when they reach a subscribers voice mailbox. See also alternate greeting; internal greeting.
SWITCH
The individual in an organization who sets up and maintains the voice messaging system. The system manager typically sets default options, adds and removes subscribers, controls access to certain parts of the system, trains operators, and backs up the system data. See also installer; subscriber.
SYSTEM MANAGER CONVERSATION
The telephone system is sometimes called the switch.

SYSTEM GREETINGS
When callers first reach the voice messaging system, they hear the opening greeting. If you use schedules, you can have two opening greetings. The day greeting plays during the days and times you have designated as normal business hours. The night greeting plays during the days and times outside of those specified in the day schedule.
The collection of prerecorded prompts, questions, choices, and menus that the system plays to the system manager to allow the system manager to maintain the system.
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TABLE TENT (HOSPITALITY)
TRANSFER
A physical connection of a call to a particular telephone.

TRANSFER-GREETING-ACTION
A stand-up brochure that gives guests easyto-use instructions for their hotel voice mail. Place table tents in the hotel guest rooms, next to the telephone.
TEXT MESSAGE NOTIFICATION
A feature of the PMS Integration package. Hotel guests receive a voice message stating that they have written messages or packages at the front desk.
TOUCHTONE
The three-part sequence by which every call routed to a message box is handled. Transfer determines if and how to physically connect a call to the destination telephone. If the transfer does not occur or the call is not answered, the greeting plays recordings and offers new options to the caller. After the greeting, the action is what the system does next, for example, takes a message or says good-bye.
TWO-WAY MESSAGE
Push-button telephones or push-button telephone keys, or the sound they make.

TOUCHTONE CALL HOLDING
Allows callers to choose whether or not to hold by pressing a touchtone.

TRANSACTION BOX
When both the sender and the recipient of a message are enrolled on the voice messaging system, the recipient can immediately reply to a message when prompted to do so by simply staying on the line. See also oneway message.
A type of box that you use to set up call routing, create menus, or provide audiotext announcements. See also voice detect box; interview box; Operator box; Public Interview box.
GLOSSARY
197
UV
U
URGENT DELIVERY
V
VIRTUAL SUBSCRIBER
A message delivery process in which the voice messaging system calls subscribers to notify them of new messages only when an urgent message has arrived. One of three types of message delivery methods. See also batch delivery; each delivery; message notification.
URGENT MESSAGE
You can create a virtual subscriber to serve as the owner of a collection of transaction boxes and/or message groups that you do not want to connect to a particular individual in your organization. Using virtual subscribers helps ensure that important boxes and groups are not inadvertently deleted.
VOICE DETECT
An urgent message is a message the caller has marked urgent. Urgent messages are listed first in a recipients message stack.
URL
With voice detect, the voice messaging system listens for spoken sounds, not touchtones.
VOICE DETECT BOX
Uniform Resource Locator. The string of characters (for example, http://www.activevoice.com) that describes the access method and the address of a resource on the Internet.
USAGE REPORTS
A kind of transaction box that allows callers to make choices or respond to prompts by saying Yes or by remaining silent for No.
VOICE DETECT CALL HOLDING
Run these reports to see how much the voice messaging system is being used hour by hour. Create a usage report for an individual subscriber, guest, extension ID, system ID, or the entire voice messaging system. You can display the information in a bar graph or table format.
Allows callers to choose to hold by saying Yes rather than by pressing touchtones.
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V-W
VOICE FIELD
You record prompts, recorded names, or greetings in voice fields.

VOICEMATE
VoiceMate is a voice messaging system that comes with all necessary hardware and software preinstalled.
VOICE NAME
Recorded name. The system plays the recorded name of a subscriber, guest, operator, or transaction box in prompts that require identification of the source or destination of a message or call. See also recorded name.
W
WAIT FOR RINGBACK
One of three types of call transfer. The voice messaging system waits for an extension to ring a certain number of times before transferring the call. See also await answer; release.
GLOSSARY
199
200
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Index
INDEX
201
Index
A
Action defined 28 Transfer-Greeting-Action sequence 28, 48, 50 ALL message group 47, 83 alternate greeting 44 Application Setup screen 4 archiving messages 52 audiotext defined 19 auto-apply feature 13 Automated attendant and opening greeting 30 defined 18 Automatic Directory Assistance 38
training for 174 using voice messaging for 172 Busy Ports report 116 buttons help 10 reset 7 save 7 search 8 toolbar 10
C
call activity viewing 108 call handling 36 setting up 29 subscriber 71 unanswered calls 49 Call Handling screen 4, 26 call holding 42 and voice detect 30, 56 customizing 43 call information, storing 107 Call Log report 108 call routing and Personal Secretary 50 Transfer-Greeting-Action sequence 28, 48, 50 call transfer. See transfer callers, identifying 49 choosing a menu item 4, 6, 7, 8 clock 2 codes for prompt sets 125 collect caller information 54 combining features 34 connections 2 console links to screens 4 shortcuts to screens 4, 6, 7, 8 signing in 2, 3
B
backing up data 104 bar graph reports 114 booklets, training 62 boxes and system IDs 20 description 131 interview 27 Operator 27 Public Interview 27 transaction 27, 85 voice detect 27 browser auto-apply feature 13 building the system 26 business announcement direct dial 172 getting started 173 level of sponsorship 172 ownership of 174 remote recording of 174 system enrollment 172
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CH
console screens navigating 10, 12 conversation, system manager questions 78 customizing prompts 128, 132 system conversation 124 voice messaging system 34
G
glossary, online 14 greetings defined 28 etiquette of 67 opening 28, 44 Transfer-Greeting-Action sequence 28, 48, 50 types of 44 with one-key dialing 41 groups directory 21 message 83 Groups screen 4 guest directory. See hotel guest directory guests 24 adding 80 identifying 20 removing 82
D
day greeting 44 day hours defined 114 day mode 26, 36 default settings, subscriber 80 system IDs 21 voice fields 130, 132 description boxes 130 directory assistance automatic 20 numeric 20, 38 reports 112 spelled 38 training 63 directory of subscribers 38 directory reports 112 dispatching groups 47
H
handling calls. See call handling hard disk storing prompts on 135 Help, Online 14, 15 hidden system IDs 22 Hold feature 42 See also call holding holiday greeting 44 hospitality features 140 hotel guest. See hotel guest: setup check out 152 default ID 150 default settings 80 direct call transfer 170 direct operator access 169 easy message access 154 forgotten security code 155
E
easy message access hotel guest 154 editing messages 48 educating callers and subscribers. See Training enrolling subscribers and guests 80 etiquette, voicemail 67
INDEX
203
HM
front desk card 154 Help setup 169 menu routing 169 message box setup 150 message retrieval 148, 154 message waiting indicator 154 name display 150 personal ID 150 report 157 reset security code 155 resetting mail boxes for 152 setup 141 subscriber status 141 table tent card 148 voice messaging enrollment 148 voice messaging training 148 hotel guest directory guest names 144 system ID 144 transfer to 144 direct operator access 169 Help setup 169 menu routing 169 hotel information service error handling 160 evaluation of 178 expanding 168 maintenance of 177 menu 162 multilingual 176 planning for 160 routing guests to 166 scheduling 162 setup 158 speed dial keys 166 submenu 162 transaction box, changing 162 transaction box, name of 162
transaction box, owner of 162 transaction box, system ID for 162 hotel staff training 156
IJ
identifying callers 49 identifying prompt numbers 129 identifying subscribers and guests 20 information collecting 54 storing 107 information service. See hotel information service internal system IDs 22 interview boxes 27 interview boxes identifying 20 uses of 54
K
keypad map, changing 88 keys, touchtone 75
L
list of subscribers 112 local connect mode and new prompts 136 recording in 69 logging in. See signing in
M
mailboxes after-hours access 30 deleting and resetting 82 maintenance backing up 104
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MP
maximum message length 48 menu item, choosing 4, 6, 7, 8 message message taking 48 notification 51 playback 73 types of 73 urgent 48, 74 waiting indicator 51 message box hotel guest 150 message groups adding 83 changing and removing 84 creating 46 message lamp. See message waiting indicator message retrieval hotel guest 154 message waiting indicator hotel guest 154 multilingual guest conversation 145 guest conversation, changing 145 hotel information service 176 music-on-hold 32
O
one-key dialing in opening greeting 30 routing callers quickly 40 transaction boxes 94 one-key dialing features 40 one-way message 74 Online Help described 14, 15 exiting 15 using 10 open message groups 46 opening greeting customizing 30 prerecorded greeting 30 transaction box 30, 31 using effectively 44 Operator box 27 operators, training 64 outside callers defined 24
P
password, subscriber and guest. See security code personal greetings 44 personal ID hotel guest 150 of guests 81 subscriber 72 vs. security code 72 personal secretary 50 phrase name 124, 128 PMS guest check-in 146 guest checkout 146 guest messaging 146 guest security code assignment 146
N
name display hotel guest 150 new prompts, recording 136 night greeting 44 night hours defined 114 night Mode 26, 36 notification of message 51 Numeric Directory Assistance 38
INDEX
205
PR
mailboxes 146 undo a transaction 146 ports determining load on 116 resetting 2 Previous Report screen 119 private message groups 46 prompt disk defined 125 prompt number defined 125 identifying 129 prompt priorities 133 prompt sets defined 125 field 135 prompts copying 132 customizing 128, 132 defined 124 disks 125 editing 131 etiquette of 67 filenames 135 multilingual 132 music-on-hold 32 phrase name 124, 128 recording 69, 128, 136 prompts, continued standard 69 stored on hard disk 135 storing on hard disk 135 text 128 unnumbered 137 voice field 131, 133 property management system. See PMS Public Interview box 27, 55 public message access 55
Q
QP 134 quick keys 71 quick option menus setting up 71 training 63, 66 Quick Play 134
R
recording prompts 69, 128, 136 recovering data 103 reports all extensions 112 bar graph 114 Busy Ports 116 Call Log 112 creating 106 directory 112 file names listed 118 previously created 118 run 106 table format 114 text files 118 usage 114 hotel guests 157 pending wake-up calls 143 wake-up call failures 143 wake-up call log 143 Reports screen 4 reset button 8 resetting ports 2 restoring data 104 retrieving messages 73 routing calls one-key dialing 40 with Personal Secretary 50 with transaction box 26
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S
Save button 7 saving messages 52 schedules customizing 36 holidays 36 Schedule 4 37 setting 36 transaction boxes 94 Screen Menu 4, 5 links to console screens 4 screens application setup 4 call handling 4, 26 groups 4 moving around on 6, 7, 8 navigating 10, 12 options 7 reports 4 Search feature 8 Sign-In 3 subscreens 6 subscribers and guests 4 telephone system setup 4 titles of 6 voice prompts 4 Secretary, Personal 50 security codes explained 72 hotel guest 155 security sign out 3 selecting options 4, 6, 7, 8, 10, 11, 12, 13 setting up your system 18 shortcuts to console screens 4, 6, 7, 8 shutting down the system 2, 3 Sign-In screen 3 signing in 2 signing out automatic 3
sound files 125 spelled name group 83 standard prompts 69 storing messages 52 subscreens 6 subscriber control of features 71 conversation 71 default settings 80 enrolling 70, 80 hotel guest as a 141 removing 82 security code 72 subscribers adding 80 creating list of 112 directory of 38 identifying 20 training 63 Subscribers and Guests screen 4 system conversation and call holding 42 customizing 124 defined 124 system expansion planning 92 using transaction boxes 91 system IDs and one-key dialing 40 default 22 hidden 22 internal 22 list of types 21 system manager training 65 system performance maximizing 143 system settings, changing 78 system setup 18
INDEX
207
TU
T
TAB key, using
4, 6, 7, 8 table reports 114 taking messages 48 telephone system without touchtone 56 Telephone System Setup screen 4 testing transaction boxes 100 text files, viewing 118 text, typing 10, 11, 12, 13 toolbar buttons 10 location of 6 Toolkit backup and restore tools 104 touchtone keys 30, 75 training booklets 62 customers and frequent callers 30, 67 etiquette 67 follow-up 66 hotel staff 156 operators 64 planning 60 subscribers 63 transaction boxes adding 85 call holding, activating 43 changing and removing 86 creating 96 defined 26 expanding your system with 91 greetings 44, 98 identifying 20 one-key dialing 40, 94 opening greeting 30 permanent 85 schedules 94
system expansion plan 92 system IDs 96 testing 100 worksheet 96 transfer answering transferred calls 64 defined 28 Personal Secretary and 50 Transfer-Greeting-Action sequence 28, 48, 50 troubleshooting wake-up calls 143 two-way message 73
U
unanswered calls, handling 49 unauthorized use, preventing 72 unnumbered prompts 137 unused voice mailboxes 70 updating Replay reconfigure greeting keys 31 transaction box limit 31 updating Replay Plus opening greeting transaction box, adding 31 urgent messages 48, 74 usage report 114 users defined 24
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VZ
V
voice detect and opening greeting 30 application of 56 boxes 41 voice detect boxes defined 27 identifying 20 voice field default 131, 133 locating 130 voice mail defined 19 voice messaging system customizing 34 setting up 19 shutting down 3 signing in 2, 3 starting 2 voice prompts screen 4
WZ
wake-up call management of 143 maximizing system performance 143 port setup 143 reports 143 retries 142 settings 142 troubleshooting 143 unanswered 142 worksheet system expansion using transaction boxes 96
INDEX
209
210
VM505

SMVM 505 e

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SOPHO VoiceManager 505

SYSTEM MANAGERS GUIDE

Using this guide

USING THIS GUIDE

Using this guide ................................... iii

SYSTEM MANAGERS GUIDE

Glossary ........................................... 179 Index ............................................... 201

SYSTEM MANAGERS GUIDE

Using the system console

USING THE SYSTEM CONSOLE

Signing in to the system

SYSTEM MANAGERS GUIDE

SIGNING IN TO THE SYSTEM

USING THE SYSTEM CONSOLE

Viewing the Screen Menu

SYSTEM MANAGERS GUIDE

VIEWING THE SCREEN MENU

USING THE SYSTEM CONSOLE

Moving around on a screen

The top of each screen

When a screen has several subscreens

SYSTEM MANAGERS GUIDE

MOVING AROUND ON A SCREEN

USING THE SYSTEM CONSOLE

MOVING AROUND ON A SCREEN

The search feature

SYSTEM MANAGERS GUIDE

USING THE SYSTEM CONSOLE

Selecting options and typing text

Toolbar buttons and what they do

Returns to the current console screen.

Shows definitions for terms used in online Help.

Shows the table of contents for online Help.

Goes to the Screen Menu.

SYSTEM MANAGERS GUIDE

SELECTING OPTIONS AND TYPING TEXT

Toolbar buttons and what they do

Shows a list of current records for you to choose from.

Adds one or more subscribers, guests, or boxes.

Deletes the current subscriber, guest, or box.

Adds one or more members to the current group.

Deletes one or more members from the current group.

USING THE SYSTEM CONSOLE

SELECTING OPTIONS AND TYPING TEXT

Completing screen information

SYSTEM MANAGERS GUIDE

SELECTING OPTIONS AND TYPING TEXT

USING THE SYSTEM CONSOLE

Using online Help

SYSTEM MANAGERS GUIDE

USING ONLINE HELP

Online Help is available for each screen

USING THE SYSTEM CONSOLE

SYSTEM MANAGERS GUIDE

What you need to know about your system

WHAT YOU NEED TO KNOW ABOUT YOUR SYSTEM

Using system features

SYSTEM MANAGERS GUIDE

USING SYSTEM FEATURES

WHAT YOU NEED TO KNOW ABOUT YOUR SYSTEM

Using system IDs

How the system listens for IDs

SYSTEM MANAGERS GUIDE