Installing And Programming The Digital Voice Announce Equipment On The DXP, DXP Plus, And FX Series Systems

Transcription

1 R Installing And Programming The Digital Voice Announce Equipment On The DXP, DXP Plus, And FX Series Systems Digital Voice Announce Equipment The digital voice announce device (DVA) is an optional line-powered unit that connects to a digital station port and plays prerecorded voice prompts and dialing instructions to incoming callers on the direct inward system access (DISA) lines. Currently, DISA is the only feature to take advantage of the DVA s voice prompting capability; therefore, for the DVA to function, you must have DISA lines assigned and programmed. The maximum number of DVA units you can install is limited only by the number of digital station ports. Once you connect the DVA to a digital station port, the DVA identifies itself to the system you do not have to do any programming. Nor is it necessary for you to program the system to send DTMF or ringing signals to activate the DVA because DISA programming determines the DVA s actions. When you use a DVA in conjunction with DISA, the system automatically answers the DISA lines and guides the callers with DVA-originated voice prompts. A DVA accepts and stores up to four recorded messages, with a total maximum recorded time for all messages of two minutes. Using system attendant programming, you can divide this two-minute period as necessary among the four messages or use the entire two minutes for one message. These prerecorded messages play during an in-process call and prompt callers to dial a single digit to reach a particular intercom number or feature code. For each message type, you can assign up to ten intercom numbers or feature codes and assign a single access digit to each of these intercom numbers. Each message type has a two-digit system index number (for example: 10 = Welcome Greeting 1, 11 = Welcome Greeting 2, and so forth). You use this index number to identify the messages when you record them. Many of the messages have a single-digit group option number appended to their names (for example: Welcome Greeting 1, Day Main Menu 1, and so forth). You, use this message group number to place messages for a particular category of caller together (all group 1 messages for sales calls, all group 2 messages for service calls, and so forth). You assign a message group to a DISA line based on the line s DISA voice option. Group 1 messages correspond with DISA voice option 1, group 2 messages with DISA voice option 2, group 3 messages with DISA voice option 3 and group 4 messages with voice option 4. You assign a voice option, and thus a message group, to a DISA line. This manual has been developed by Comdial Corporation (the Company ) and is intended for the use of its customers and service personnel. The information in this manual is subject to change without notice. While every effort has been made to eliminate errors, the Company disclaims liability for any difficulties arising from the interpretation of the information contained herein. The information contained herein does not purport to cover all details or variations in equipment or to provide for every possible contingency to be met in connection with installation, operation, or maintenance. Should further information be desired, or should particular problems arise which are not covered sufficiently for the purchaser s purposes, contact Comdial, Inside Sales Department, Charlottesville, Virginia Printed in U.S.A. IMI /98

2 Installing and Programming The DVA IMI DVA Application A company with several departments reserves all group 1 messages for the sales department and reserves all group 2 messages for the customer service department. The company attendant records the group 1 and 2 message to have meaning for the sales and customer service departments. The system programmer assigns DISA lines 1, 2, and 3 to the sales department and DISA line 4, 5, and 6 to the customer service department. He or she also programs DISA line 1 3 to have voice option 1 and DISA line 4 6 to have voice option 2. All of this allows callers to DISA line 1 3 to receive and respond to messages associated with the sales department and callers to DISA line 4 6 to receive and respond to messages associated with the customer service department. Sales Department DISA Line 1/DISA Voice Option 1 DISA Line 2/DISA Voice Option 1 DISA Line 3/DISA Voice Option 1 DVA 1 Group 1 Message DVA 2 Group 1 Message DVA 3 Group 1 Message Customer Service Department DISA Line 4/DISA Voice Option 2 DISA Line 5/DISA Voice Option 2 DISA Line 6/DISA Voice Option 2 DVA 4 Group2 Message DVA/DISA Application You can enhance the security of DISA by using the DVA. The system connects to the incoming call based on the programmed DISA parameters and the DVA plays the appropriate prompts to cause the caller to dial the following codes: DISA access code, authorization code, feature access code. Main Number nnn-nnnn DVA Index Number 10 "Welcome Greeting" "You have reached the ABC company. You may dial an extension at any time, or dial 9 for advanced feature access." pause 1=DISA access code DVA Index Number 31 "Password Prompt" "Dial your authorization number now." pause DVA Index Number 33 "Dial Feature" "Dial the feature access code now." pause 2 Installing and Programming the DVA

3 IMI Installing and Programming The DVA DVA Auto Attendant With Single Digit Menu Application The DVA functions as an automatic attendant by giving callers single-digit dialing options. The digital communications system connects to the incoming call based on the programmed DISA parameters and the DVA plays the appropriate voice prompts to the caller such as: welcome greeting, day main greeting menu choices, recall busy, recall no answer. Main Number nnn-nnnn DVA Index Number 10 "Welcome Greeting 1" "You have reached ABC company." "Dial 1 for service." "Dial 2 for advanced features." "Dial 3 for assistance." 1=(Group ITCM #) 2=(DISA Access) 3=(Station Number) Service Department DVA Index Number 31 "Password Prompt" "Dial your authorization code." Station Number All phones ring and flash group ITCM. DVA Index Number 33 "Password Prompt" "Dial your feature access code." Installing and Programming the DVA 3

4 Installing and Programming The DVA IMI DVA/Tracker Paging System Application The DVA gives callers single digit dialing access to the Tracker Paging System. The system connects to the incoming call based on the programmed DISA parameters and the DVA plays the appropriate voice prompts to the caller such as: welcome greeting, day main greeting menu choices, recall busy, recall no answer. Main Number nnn-nnnn DVA Index Number 10 "Welcome Greeting 1" "You have reached ABC company." Index Prompt 14 "Day/Night Menu 1" "If you are calling from a touch-tone phone, and you know the extension of the party you wish to reach, you may dial it at any time. Index Prompt 22 "Recall No Answer 1" "I'm sorry, that extension doesn't answer. Dial 1 to track that person. Dial 2 to leave a message with the attendant. Dial 3 to leave a voice mail message." 1=*8 2=Extension Number 3=Voice Mail Port number Index Prompt 26 "Recall Busy 1" "I'm sorry, that extension is busy. Dial 1 to track that person. Dial 2 to leave a message with the attendant. Dial 3 to leave a voice mail message." 1=*8 2=Extension Number 3=Voice Mail Port number 4 Installing and Programming the DVA

5 IMI Installing and Programming The DVA Defining DVA Messages The available DVA messages include the following categories DVA Index Number Message Type Message Definition Welcome Greetings 1 4 Messages that identify company or department to caller Day Main Menus 1 4 System plays these messages during normal business hours Night Main Menus 1 4 System plays these messages during close of business hours Recall No Answer 1 4 System plays these messages when the called station does not answer Recall Busy 1 4 System plays these messages when called station does not answer. 30 Please Hold System plays this message to callers when they page their called party. 31 Password Prompt This message prompts callers to enter password for access to advanced DISA features 32 Account Code System plays this message to callers who request line groups on systems that require forced account code entry 33 Dial Feature This message plays after the caller enters password for advanced DISA features Day Routing 1 4 If the system cannot provide DISA callers with the Night Routing 1 4 requested service, it plays this message. 42 Reminder Prompt DISA Callers who are allowed to access advance system features receive this message if they are making a line to line connection through the system. The message periodically prompts them to dial a code to continue the connection. 43 Digit Collection This message prompts callers to dial a code before the system routes their call. When used with telephony services, this dialed code causes a screen showing caller s identification and data to appear on computer at called station s location. System plays the message requesting the dialed entry after a welcome message and before a day menu message. Digit collection message plays first if there is no welcome message and plays after the default routing extension if there is no day menu message. The caller dialed digits also show on the called station s display Installing and Programming the DVA 5

6 Installing and Programming The DVA IMI Battery Operation The DVA derives its operating power from the station port; however, the DVA also has an internal battery for supplying power to the memory that holds the stored messages. In the event that the system loses power or is disconnected, the battery provides back-up power to save the stored messages. CAUTION If battery power is lost, the currently stored messages will be lost. In this case, you will need to format and reprogram the DVA. Formatting clears the DVA channels and prepares them to accept new message. The battery has a charge time of 48 hours and a discharge time of one hour. When replacing the battery, use one with the following specifications: Output 8.4 volts, 100 mah Type sealed, rechargeable Ni-Cd battery Model Varta V7/8R (Varta Batteries Inc, 300 Executive Blvd, Elmsford, NY 10523) WARNING Dispose of the used battery in accordance with local and state regulations covering safe disposal of Ni-Cd rechargeable batteries. Installing The DVA To install the DVA in the digital communications system, 1. Position the DVA in a convenient location. 2. Connect the DVA to a digital station port using a standard two-wire line cord. 3. Connect a customer-supplied tape recorder (optional) to the music interface jack. You can use the connections for either audio source music on hold (MOH) or background music (BGM). 6 Installing and Programming the DVA

7 IMI Installing and Programming The DVA To Digital Station Board To Services Board Typical Station Connector Block Audio Tape Recorder dcon001 DVA01 PWR IN USE RESET Station Jack Pin-Out Pin 1 No Connection Pin 2 No Connection Pin 3 Tip 1 Pin 4 Ring 1 Pin 5 No Connection Pin 6 No Connection STATION TAPE IN { CLIP TERMINALS 25-Pair Male To Female Cable (Typical) To Common Equipment Cabinet Connecting The DVA Installing and Programming the DVA 7

8 Installing and Programming The DVA IMI DISA-Specific Programming DISA-specific programming accomplishes the following tasks: enables extensions where day/night DISA calls will be routed when call routing is necessary, enables proprietary voice mail to receive DISA calls and route the calls to a dedicated mailbox that holds the appropriate greetings, selects access lockout time (the amount of time that the line remains locked out from use after invalid conditions occur such as, when a caller repeatedly dials an invalid authorization code), selects the time-out period for DISA extensions that ring without answer (RNA), selects the maximum time-out period for the reminder tone that sounds during an in-process call when the DISA caller is using an outside line and the system has no disconnect supervision. This tone sounds at set intervals to remind the caller that he or she must dial a code (any single digit) or be disconnected within 10 seconds, selects the option to either route a DISA call or drop it after a caller dials an invalid authorization code. To perform DISA-specific programming, 1. Go to LINES, then select DISA CONFIGURATION. 2. Click on the DAY ROUTE EXTENSION box. The DISA Day Route Extension box appears. 3. Select the day route extension number from the list and click OK. 4. Click on the NIGHT ROUTE EXTENSION box. The DISA Night Route Extension box appears. 5. Select the night route extension number from the list and click OK. 6. Type voice mail Routing ID (up to eight digits) in the Voice Mail Routing ID box. 7. Select an access lockout time from the Access Lockout Time drop down menu. 9. Select RNA rings from the RNA Rings drop down menu Use the Maximum Reminder Timeout drop down menu to select a timeout period. 11. Select ROUTE or DROP from Route/Drop Invalid Address drop down. 12. Click APPLY to add the changes to the database. NOTE: Remember that you must save the VMMI database for these changes to become permanent. 8 Installing and Programming the DVA

9 IMI Installing and Programming The DVA Enabling Or Disabling DISA Lines Use the following programming instructions to enable or disable DISA capability. Also, use the DISA Voice Options 1 through 4 to select digital voice announce (DVA) messages. For example, selecting DISA voice option 2 will cause welcome greeting 2, day main menu 2, night main menu 2, recall no answer 2, and recall busy 2 prompts to play whenever a DISA line is supported by DVA. To enable or disable DISA lines on a line-by-line basis, 1. Go to LINES, LINE PROGRAMMING, then select LINE ATTRIBUTES. 2. Select the line for which you wish to enable DISA, then select LINE TYPE SPECIFIC. 3. In the Line Type Specific dialog, check the DISA box. 4. Use the Voice Options drop down to select a voice option. 5. Click APPLY. 6. You can enable or disable DISA on a line-by-line basis by repeating steps 1 5. To copy DISA programming from one line to other lines, (To perform this procedure, you must already have at least one line programmed with the features you wish to copy.) 1. Go to LINES, then COPY LINE PROGRAMMING. 2. Click on the DESTINATION LINES button. The Line Copy Destination Lines dialog appears. 3. Highlight the lines in the Available Lines box to which you wish to assign programming. Click ADD (or ADD ALL) to move these lines to the Selected Destination Lines box. Click OK. 4. In the Source Line box of the Copy Line Programming menu, highlight the line you wish to use as a programming source for the lines you have selected to receive programming. 5. Click the COPY LINE button. 6. Click APPLY. NOTE: Remember that you must save the VMMI database for these changes to become permanent. Installing and Programming the DVA 9

10 Installing and Programming The DVA IMI Setting Day 1, Day 2, and Night Ringing Begin and End Times Use this procedure to set the begin and end times of the day 1, day 2, and night ringing time periods. To set the night ringing times, 1. Go to SYSTEM and select PARAMETERS, OPTIONS In the Ringing Times box, enter the begin and end times (in the HH:MM format) for Day 1, Day 2, and Night. 3. Type times in 24 hour format (hh:mm) and press ENTER. 4. Click APPLY. Programming Intercoms For DVA Messages You can assign up to 10 intercom numbers to each DVA message. Each intercom number assigned to a DVA message can have a single-digit access code (either a feature code or an intercom number) assigned to it. For example, if you have installed a Tracker Paging System, you can program the Tracker Pager access code ( 8) to an appropriate DVA message. Assigning a single-digit access code to the Tracker option, will enable a caller to press that button and track the person they are calling. The DVA will then prompt the caller to enter a callback number which will appear in the tracked person s pager display. To program intercom numbers to DVA messages, 1. Go to PERIPHERALS and select VOICE/DVA. 2. From the list at the top of the menu, select a message to which you wish to assign a single-digit access code for incoming callers to use. 3. Use the Digital Assignments drop down menu to select an access code. 4. Click on the Extension button. The Select Intercom Number box appears. 5. Select the intercom number you wish to assign to the feature and click OK. 6. Click on the FEATURE button. The Select Feature Code box appears. 7. Scroll through the list of available features and make your selection. Click OK. The access code the incoming caller will use to access that feature now appears in a box to the right of the Feature button. 8. Click APPLY to put these changes in the database. Click CLEAR to discard the changes you have made. NOTE: Remember that you must save the VMMI database for these changes to become permanent. 10 Installing and Programming the DVA

11 IMI Installing and Programming The DVA Obtaining DVA Status Reports Use this programming procedure to obtain DVA status information (voice digit translation, voice allocation by DVA, voice allocation by message, and voice resource analysis). To print DVA status reports, 1. Go to the FILE drop down menu in the upper left corner of the screen and select PRINT. 2. Select VOICE/DVA and click OK. 3. Enter the range of pages you wish to print, or select ALL for all pages, and click OK. Recording The DVA Messages You must record the messages the DVA will play to callers. You do this in one of two ways: either by delivering them from the telephone handset at the attendant station or by playing the contents of a tape recording into the DVA memory. Each DVA stores up to four messages. The total message storage time is two minutes and you can divide this time as necessary among the four messages or use the entire two minutes for one message if needed. CAUTION The system shares the messages among all installed DVAs. You do not control which DVA stores which message. For example, if you make eight different recordings with two DVAs, the system distributes the messages in both units. If someone later removes one unit from service, the only messages that will play are those stored in the remaining DVA. To record a DVA message, 1. Press INTERCOM and dial # Choose voice source, dial 1 to recite message into handset, dial 2 to play tape recorded message into music-on-hold jack, dial 3 to play tape recorded message into background music jack, dial to choose message type. NOTE: As soon as you perform the next step, the two-minute timer starts running. 3. Dial 1 9 to choose how many copies of the message will be stored on the DVA. (Each DVA will only store one copy of a particular message. For example, if you wish to store four copies of a message, you must have at least four DVAs.) 4. Recite your message. OR Press the PLAY button on the tape recorder to start a recorded message. 5. Press # to end message. 6. Listen as system automatically plays the message for verification at the attendant station. 7. Press # to stop verification playback. 8. Repeat steps 2 8 until you ve recorded all messages. Installing and Programming the DVA 11

12 Installing and Programming The DVA IMI Editing The DVA Messages After you have created DVA message, you can play, copy, and delete them as necessary using the following attendant programming. To play a DVA message, 1. Press INTERCOM and dial # Dial to choose message type. 3. Listen as system automatically plays the message for verification at your attendant station. 4. Press # to stop verification playback. 5. Dial to choose next message type to hear. To copy a DVA message, 1. Press INTERCOM and dial # Dial to choose message type. 3. Dial 1 9 to choose number of times to copy message. 4. Dial to choose next message type to copy. NOTE: If there are more than two DVAs connected to the system, the system automatically selects the DVA that will receive the copied message. Likewise, the system automatically selects the DVA that it uses for playing back the message to a caller. Additional DVAs become a shared resource for the system s memory and are not dedicated to particular lines. To delete a DVA message, 1. Press INTERCOM and dial # Dial to choose message type. 3. Dial 937 to confirm delete or dial to deny delete. To completely erase all DVA messages (format the DVA). 1. Press INTERCOM and dial # Dial the 2- or 3-digit DVA port number (01 480). 3. Dial 937 to confirm formatting. OR Dial to deny formatting. 4. Dial to choose the next DVA port to format. OR Press SPEAKER to exit DVA programming. R Charlottesville, Virginia World Wide Web: