Voice Response System (VRS)

UNIVERGE SV8100 Issue 8.01 Voice Response System (VRS) Enhancements With Version 3000 or higher system software, if an outside caller dials an invalid extension number when connected to the VRS Automated Attendant or calling in on a DISA trunk, the following new options are available to route these calls: Extension Number (e.g., operator) F-Route Dial (e.g., outside phone number) Description The PZ-VM21 daughter board provides the option for the Voice Response System (VRS) which gives the system voice recording and playback ability. The VRS CompactFlash card provides up to 100 system messages (General Message, Automated Attendant greetings, ACD messages, and the 900 Preamble). General Message provides a recorded message to which any user can listen Automated Attendant (Operator Assistance) answers incoming calls, plays a greeting to the caller and then lets the caller directly dial a system extension ACD Messages provides announcement and overflow messages for ACD groups Transfer to the VRS allows any extension user to Transfer their outside call to the VRS Voice Prompting Messages plays call and feature status messages to users 900 Preamble alerts callers using 900 lines of the cost and features of the pay-per-call service Time, Date and Station Number Check lets a multiline terminal extension user quickly hear a recording for the time, date, or the extension number VRS Messages The VRS allows you to record up to 100 VRS messages. You allocate these messages for Automated Attendant greetings, the General Message, ACD messages and the 900 Preamble message. The total storage time for all messages is approximately 45 minutes. The maximum duration for any message is two minutes this is not programmable. VRS messages are stored on a Compact Flash drive, and do not require battery back up. Any on-premise extension caller can listen, record and erase VRS Messages (unless restricted in programming). DISA and DID callers can listen and record VRS messages (unless restricted in programming). Voice Response System (VRS) 2-1765

Issue 8.01 UNIVERGE SV8100 General Message A General Message is a recorded message available to all callers. A General Message typically contains important company information that all employees should hear. To hear the General Message, an employee can go to any multiline terminal and press 4 (for General Message). You can restrict the ability to record the General Message in an extension Class of Service. This allows you to give recording ability to the System Administrator or Communications Manager, for example, but not any other employee. The Message Waiting LED at each telephone flashes when a new General Message is recorded. After the extension user listens to the message, the Message Waiting LED goes out. Park and Page When an extension user is away from their telephone, Park and Page can let them know when they have a call waiting to be answered. The Personal Greeting and Park & Page options can have up to 200 total messages (note that the Park & Page feature uses two messages). To enable Park and Page, the user records a Personal Greeting along with an additional Paging announcement. Park and Page then answers an incoming call and plays the Personal Greeting to the caller. The caller then listens to Music on Hold (if available) while the system broadcasts the recorded Paging announcement. When the extension user hears the Page, they can go to any telephone and use Directed Call Pickup to intercept the call. Refer to Call Forwarding on page 2-165, Paging, External on page 2-1053, Paging, Internal on page 2-1065, and Park on page 2-1071. Automated Attendant (Operator Assistance) Automated Attendant automatically answers outside calls, plays a recorded greeting and then lets the outside callers directly dial system extensions, Department Calling Groups and Voice Mail. Automated Attendant provides immediate answering and routing of outside calls without the need for an operator or dispatcher. Automated Attendant provides: Single Digit Dialing Single Digit Dialing allows Automated Attendant callers to dial extensions, Department Calling Groups, and Voice Mail by pressing a single digit. For example, your Automated Attendant can greet calls with, Thank you for calling. To place an order, dial 1. To check on an existing order, dial 2. To speak with an operator, dial 0. You can set up single digit dialing for each VRS Message programmed to answer outside calls via the Automated Attendant. This allows you to set up day/ night/holiday greetings or unique greetings for each incoming trunk. (Keep in mind that, with a default system, if you assign destinations to digits 3, 4 and 5, outside callers cannot dial system extensions.) Simultaneous Call Answering With VRS installed, the Automated Attendant can answer up to 16 calls simultaneously. Flexible Routing The outside caller can directly dial any system extension, Department Calling Group or Voice Mail. If the caller dials a busy extension, Automated Attendant allows them to dial another extension or wait for the busy extension to become free. 2-1766 Voice Response System (VRS)

UNIVERGE SV8100 Issue 8.01 Automatic Overflow Automatic Overflow can automatically redirect a call if it cannot go through. This can happen if all VRS ports are busy, if the called extension does not answer, or if the caller misdials or waits too long to dial. (This occurs if the caller is using a dial pulse telephone.) When the call overflows, it rings a designated Ring Group or the Voice Mail system. Programmable Automated Attendant Greetings You can record a different greeting for each trunk answered by the Automated Attendant. The greetings can be different in the day, at night or on holidays or weekends. You can also have a special greeting if the caller misdials. You record the greetings just the way you want. For example, Dial the 3-digit extension number you wish to reach, dial 500 for Sales or dial 600 for Customer Service. When assigning and recording Automated Attendant greetings, you can choose among the 100 VRS messages. VRS Waiting Message Using VRS Waiting Message, the system can automatically answer an incoming trunk call first (either a normal trunk or one designated for a department group) to let the outside caller hear a recorded message when the call is not answered in a programmed time. With this feature, the call keeps ringing at the same destination until it is answered or until other programming, takes affect. This feature can use up to two messages for an incoming call and the duration between the messages is programmable. These messages are repeated and, between these messages, either ring back tone or Music on Hold can be played. This feature has two different modes: Permanent Mode This mode sets the feature using system programming and is available for the following calls: Normal Incoming Call When the call is not answered or a user presses the VRS Waiting Message function key, this feature is initiated. The waiting message is played until other no-answer program (e.g. transfer to another incoming ring group or disconnect) takes affect. Designated Call for the Department Group When a department group receives a call from a DID, DIL, DISA or E&M trunk and all terminals in the group are busy, the call is put in a queue and VRS Waiting Message is also initiated. The waiting message is played until other no-answer program (e.g. transfer to another incoming ring group or disconnect) takes affect or a terminal becomes available to receive the department call. Manual Mode This mode can be programmed by pressing the VRS Waiting Message function key from a multiline terminal to set this feature for each incoming ring group. This mode can be used for normal incoming calls only. Voice Response System (VRS) 2-1767

Issue 8.01 UNIVERGE SV8100 The following programs are used to define the VRS Waiting Message feature and the trunk overflow: 11-10-20: Service Code Setup (for System Administrator) VRS - Record/Erase Message 15-07: Programmable Function Keys Automatic Answer with Delay Message Setup (Function Number 52) Function Key 52 can be used to enable the VRS Waiting Message feature when Program 22-01-10 is set to 1 (Changed by Manual Operation). Automatic Answer with Delay Message Start (Function Number 53) Function Key 53 can be used to play the VRS Waiting Message immediately when Function Key 53 + the ringing Trunk Appearance Key are pressed. 20-07-13: Class of Service Options (Administrator Level) VRS Record (VRS Msg Operation) 20-15-11: Ring Cycle Setup VRS Waiting Message Incoming Call 22-01-04: System Options for Incoming Calls DIL No Answer Recall Time 22-01-08: System Options for Incoming Calls DID Pilot Call No Answer Timer 22-01-10: System Options for Incoming Calls VRS Waiting Message Operation 22-01-11: System Options for Incoming Calls VRS Waiting Message Interval Time 22-08-01: DIL/IRG No Answer Destination 22-14-01~07: VRS Delayed Message for IRG 22-15-01~07: VRS Delayed Message for Department Group 25-07-02: System Timers for VRS/DISA VRS/DISA No Answer Time 25-07-03: System Timers for VRS/DISA Disconnect after VRS/DISA retransfer to IRG Transfer to the VRS Any extension user can Transfer their outside call to the VRS. This lets their caller take advantage of the Automated Attendant s extensive routing abilities. To Transfer the call, the user places the call on Hold, dials the unique VRS service code (set up in system programming : default 782), and hangs up. Voice Prompting Messages The VRS feature provides the system with Voice Prompting Messages. These Voice Prompting Messages tell the extension user the status or progress of their call. For example, if a user calls extension 300 when it is busy, they hear, Station 300 is unavailable, please dial a new station or dial 750 to wait. 2-1768 Voice Response System (VRS)

UNIVERGE SV8100 Issue 8.01 The following table shows the available Voice Prompting Messages. Table 2-118 Voice Prompting Messages Message No. Message This message will play when... 1-00 This is station A user dials 6 for the extension number. 1-01 Station A user dials 6 for the extension number. 1-02 Is busy, for callback dial A user is calling a busy extension. 1-03 All lines are busy, for callback dial A user dials 9 or 704 (+ trunk group) and all trunks are busy. 1-04 Please do not disturb A user calls an extension that has enabled Do Not Disturb. 1-05 Please hold on, all lines are busy, your call will be answered when a line becomes free. 1-06 Please hold on, your call is being rerouted 1-07 The lowest cost line is busy, please wait for the next one. 1-08 The number you have dialed is not in service. ACD message - refer to the UNIVERGE SV8100 Automatic Call Distribution Manual. Call Forwarding Off-Premise is rerouting your call. ARS tries to reroute the user s call and the least costly route is busy. User dials a Service Code that Class of Service prevents. 1-09 You have a message. An extension user has a Message Waiting to which they have not responded. 1-10 You have a message. An extension user has a Message Waiting to which they have not responded. 1-11 Your calls have been forwarded. An extension user has forwarded their calls. 1-12 Vacant number An extension user has dialed an extension that does not exist. 1-13 Is unavailable An outside caller dials an extension through the Automated 1-14 Please dial a new Attendant and the extension is busy. station 1-15 Or dial 1-16 To wait 1-17 To leave your number 1-18 Dial # to call you back at Voice Response System (VRS) 2-1769

Issue 8.01 UNIVERGE SV8100 Table 2-118 Voice Prompting Messages (Continued) Message No. Message This message will play when... 1-19 Enter your area code and telephone number An outside caller dials an extension through the Automated Attendant and the extension is busy. 1-20 Please enter your password 1-21 Please enter an account code A user tries to place a trunk call and Forced Account Codes are enabled. 1-22 Please start recording A user has dialed the code to record a VRS message. 1-23 Recording finished A user is recording a VRS message and they have exceeded the maximum allowed recording length. 1-24 Audio file is full There is no more space available in the VRS for storing messages. 1-25 To listen dial A user is trying to record a VRS message and the recording already 1-26 To erase dial exists. 1-27 To re-record dial 1-28 To save dial 1-29 To leave a message 1-30 Just a moment 1-31 Hello 1-32 Thank you 1-33 Good-bye 2-00 Oh A user dials 6 for the extension number or 8 for the time. 2-01 Dial 2-02 Star 2-03 Pound 2-04 Zero 2-1770 Voice Response System (VRS)

UNIVERGE SV8100 Issue 8.01 Table 2-118 Voice Prompting Messages (Continued) Message No. Message This message will play when... 2-05 One A user dials 6 for the extension number, 8 for the time and date or as 2-06 Two part of a spoken code (e.g., 714). 2-07 Three 2-08 Four 2-09 Five 2-10 Six 2-11 Seven 2-12 Eight 2-13 Nine 2-14 Ten 2-15 Eleven 2-16 Twelve 2-17 Thirteen 2-18 Fourteen 2-19 Fifteen 2-20 Sixteen 2-21 Seventeen 2-22 Eighteen 2-23 Nineteen 2-24 Twenty 2-25 Thirty 2-26 Forty 2-27 Fifty 2-28 Sixty 2-29 Seventy 2-30 Eighty 2-31 Ninety 2-32 Hundred Voice Response System (VRS) 2-1771

Issue 8.01 UNIVERGE SV8100 Table 2-118 Voice Prompting Messages (Continued) Message No. Message This message will play when... 2-33 Thousand 2-43 Message 2-44 Messages 2-64 January 2-65 February 2-66 March 2-67 April 2-68 May 2-69 June 2-70 July 2-71 August 2-72 September 2-73 October 2-74 November 2-75 December 2-76 Sunday A user dials 8 for the date. 2-77 Monday 2-78 Tuesday 2-79 Wednesday 2-80 Thursday 2-81 Friday 2-82 Saturday 2-83 The date is A user dials 8 for the date. 3-04 The time is A user dials 8 for the time. 3-05 AM 3-06 PM 2-1772 Voice Response System (VRS)

UNIVERGE SV8100 Issue 8.01 900 Preamble If the system has trunks that are part of a 900 (caller paid) service, the VRS can automatically play a recorded message when a user answers the call. This recorded message should describe the 900 service features and cost. The 900 Preamble ensures that the caller is always aware that they have accessed a 900 pay-per-call service. A system user cannot converse with the caller until the preamble message ends. If the caller hangs up before the message completes, they are not charged for the call. If the caller waits for the message to end, they can talk to a system user and call charging begins. The system answers as many 900 calls as there are available VRS ports. If a 900 calls comes in when all VRS ports are busy, the call does not appear on an extension until a VRS port is available. You can also use the 900 Preamble message to set up an Auto-Answer with Greeting application. When a receptionist answers a call, the VRS can play a preamble message such as, Welcome to ABC Company. How can I help you? When the caller replies, the receptionist answers, One moment please, and quickly extends the call to the desired party. This ensures that all incoming calls are answered quickly, courteously and consistently. Time, Date and Station Number Check If the system has a DSP daughter board installed for VRS, any multiline terminal user can find out the time, date or the extension number while their telephone is idle (on-hook). The time and date check saves the user time since they do not have to look for a clock or calendar. Hearing the extension number conveniently identifies non-display multiline terminals. To find out their extension number, the user can press 6 (for Number). To listen to the time and date, the user can press 8 (for Time/Date). Available with 64-Port Basic CD-CP00-US The VRS feature is available with the 64-port Basic CD-CP00-US (no feature Upgrade PAL chip required). The VRS feature requires a DSPII-U10 Unit attached to the CD-CP00-US with the optional VRS flash card installed. Although the DSPII-U10 Unit is recognized for this feature, it provides no additional tone resources (DTMF receivers, Caller ID receivers, or call progress tone detection). Conditions VRS record time is fixed at two minutes and cannot be changed. The Automated Attendant (VRS) can answer up to 16 calls simultaneously. If Synchronous Ringing is enabled, the Preamble message cannot be used. The maximum number of VRS ports is 16 when the PZ-ME50-US is installed on the CP00. If the PZ-ME50-US is not installed, the maximum number of VRS ports is eight. When the DISA/VRS Ring Group Transfer (Programs 25-03 and 25-04) is set to 104 (Speed Dial Bin), Speed dial will be treated as an internal call no matter what Program 13-01-01 is set to. If an outside number is needed, the trunk access code must be put into the speed dial bin. Voice Response System (VRS) 2-1773

Issue 8.01 UNIVERGE SV8100 The number of speech path channels on the CD-CP00-US (CPU) for the VM8000 (In Mail) and the VRS feature are shared and depends if the PZ-ME50 daughter board is installed. Without a PZ-ME50 daughter board installed the systems supports a maximum of eight channels for VRS and/or In-Mail. With a PZ-ME50 daughter board installed, the system supports a maximum of 16 channels for VRS and/or In-Mail. The maximum number of channels supported for In-Mail is eight. Default Setting Disabled System Availability Terminals None Required Component(s) CP00 with PZ-VM21 Daughter Board VM8000 InMail CompactFlash CPU License for VRS Related Features Transfer 2-1774 Voice Response System (VRS)