555-7001-325 Meridian Mail Voice Services Application Guide Product release 12 Standard 1.
P0875903
Meridian Mail Voice Services Application Guide Publication number: Product release: Document release: Date: 555-7001-325 12 Standard 1.0 January 1998 © 1994, 1996, 1998 Northern Telecom All rights reserved Printed in the United States of America Information is subject to change without notice. Northern Telecom reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. Nortel, DMS, DMS SuperNode, DMS-STP, and MAP are trademarks of Northern Telecom.
iii Publication history January 1998 Standard 1.0 Issue of the Meridian Mail Release 11 Voice Services Application Guide. November 1996 Standard 1.0 issue of the Meridian Mail Release 11 Voice Services Application Guide. Standard 1.
iv Standard 1.
Contents 1 Overview of Voice Services 1-1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Typographic conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . Multi-customer versus single-customer systems. . . . . . . . . . Maintaining your Voice Services . . . . . . . . . . . . . . . . . . . . . 1-2 1-4 1-5 1-6 Section A Description of Voice Services 1-7 Overview of Voice Services . . . . . . . . . . . . . . . . . . . . . . . . . 1-8 Announcements .
vi Contents to accept networking calls . . . . . . . . . . . . . . . . . . . . . . . . . . Identifying whether update logging is required . . . . . . . . . Identifying business hours. . . . . . . . . . . . . . . . . . . . . . . . . . Identifying holidays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring the Voice Services Profile . . . . . . . . . . . . . . . Configuring the class of service . . . . . . . . . . . . . . . . . . . . .
Contents vii 4 The thru-dial service 4-1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 What is a thru-dial service? . . . . . . . . . . . . . . . . . . . . . . . . . . 4-3 How a thru-dial service handles calls . . . . . . . . . . . . . . . . . . 4-6 Thru-dial examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-8 Security issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-11 Monitoring for hackers . . . . .
viii Contents Section A Planning a voice menu 5-7 Overview of planning a voice menu . . . . . . . . . . . . . . . . . . . 5-8 Identifying and ranking the order of the menu items . . . . . . 5-9 Creating a diagram of the voice menu application . . . . . . . 5-11 Identifying and configuring the services that will be included in the voice menu . . . . . . . . . . . . . . . . . . . . . . . . . 5-13 Choosing a voice menu ID and title . . . . . . . . . . . . . . . . . . 5-14 Identifying the revert DN . . . . .
Contents ix Leave-a-message auto attendant . . . . . . . . . . . . . . . . . . . . . Time-of-day controlled automated attendant . . . . . . . . . . . Nested time-of-day controls . . . . . . . . . . . . . . . . . . . . . . . . Mixed live and automated attendants . . . . . . . . . . . . . . . . . 7 Voice forms 6-13 6-17 6-19 6-22 7-1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Using voice forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
x Contents Providing training/support and making the service available to customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-77 7 7 Section C Modifying or deleting voice forms 7-79 Overview of modifying or deleting voice forms . . . . . . . . . Viewing a voice form definition . . . . . . . . . . . . . . . . . . . . . Modifying a voice form while it is in service . . . . . . . . . . . Modifying a voice form while it is out of service . . . . . . . . Moving a field . . . . . . . . .
Contents xi Adding a time-of-day controller . . . . . . . . . . . . . . . . . . . . . 8-22 Making the time-of-day controller accessible . . . . . . . . . . . 8-24 Testing the time-of-day controller. . . . . . . . . . . . . . . . . . . . 8-27 Section C Modifying or deleting a time-of-day controller8-29 Overview of modifying or deleting a time-of-day controller8-30 Modifying a time-of-day controller. . . . . . . . . . . . . . . . . . . 8-31 Deleting a time-of-day controller . . . . . . . . . . . . . . . .
xii Standard 1.
Chapter 1 Overview of Voice Services In this chapter Overview 1-2 Typographic conventions 1-4 Multi-customer versus single-customer systems 1-5 Maintaining your Voice Services 1-6 Section A: Description of Voice Services 1-7 Section B: Application scenarios 1-29
1-2 Overview of Voice Services Overview Overview Introduction This chapter provides an overview of how the various voice services work. The later chapters describe in more detail how to plan these applications and set them up on the system. If Voice Menus is installed The voice services available to you depend on the Meridian Mail features that are installed.
Overview of Voice Services 1-3 Overview Maintenance features Two additional features are available to help you maintain your voice services: • • Procedure: Determining which features are installed voice prompt maintenance remote activation To check whether you have Voice Menus, Voice Forms, or Fax on Demand installed on your system, follow these steps. Starting Point: The Main Menu Step Action Standard 1.0 1 Select General Administration. 2 Select General Options.
1-4 Overview of Voice Services Typographic conventions Typographic conventions The following typographic conventions are used throughout this document: • • • Standard 1.0 Softkeys are referred to in a procedure by using the label of the softkey (as displayed on a screen) enclosed by square brackets (for example, [Exit], [OK to Delete]). Keyboard keys are referred to in a procedure using the label of the key enclosed by angle brackets (for example, <1>, <2>, ).
Overview of Voice Services 1-5 Multi-customer versus single-customer systems Multi-customer versus single-customer systems Introduction The screen examples in this manual are taken from both singlecustomer and multi-customer systems. This section discusses some of the differences between voice services administration on a multi-customer system versus a single-customer system.
1-6 Overview of Voice Services Maintaining your Voice Services Maintaining your Voice Services Do the following to keep your voice services up to date: • • • Standard 1.0 Keep your voice services worksheets so that you have an outline of your voice services available if you ever need to update them. Monitor the use of your voice services and make adjustments as necessary. See Chapter 10, "Monitoring voice services".
Overview of Voice Services Section A 1-7 Description of Voice Services In this section Standard 1.
1-8 Overview of Voice Services Overview of Voice Services Overview of Voice Services Introduction Standard 1.0 This section provides descriptions of Voice Services features, and some tips for implementing these features.
Overview of Voice Services 1-9 Announcements Announcements Introduction An announcement is recorded information that is played to callers. An announcement can be a stand-alone service (and is, therefore, directly dialed), or it can be indirectly accessed through a voice menu or time-of-day controller. Example The following is an example of a basic announcement service accessed when the caller dials the announcement DN. Caller dials the announcement access DN.
1-10 Overview of Voice Services Thru-dial services Thru-dial services Introduction A thru-dial service performs basic call handling. Its primary function is to prompt a caller for an extension number and then place a phone call. Alternatively, you can create a thru-dial service that prompts a caller for a person’s name, in which case the caller spells out the name using the telephone keypad. You can also give the caller the option to enter either an extension number or a name.
Overview of Voice Services 1-11 Thru-dial services Example The following is an example of a basic thru-dial service accessed when the caller dials the thru-dial DN. Caller dials the thru-dial service access DN. Thru-dial service “Thank you for calling Nadir Enterprises. If you know the extension of the person you wish to speak to, enter the extension number followed by number sign. If you do not know the extension number, press 0 to connect to an operator.
1-12 Overview of Voice Services Thru-dial services • a thru-dial service that allows in-house calls and ESN calls or long distance calls These types of thru-dial services are created by specifying which dialing codes are restricted and which codes are permitted. In the first example, 9 would be a restricted dialing code. This would prevent callers from dialing 9 to make local calls, 90 for operator-assisted calls, 91 to make long-distance calls, or 9011 to make international calls.
Overview of Voice Services 1-13 Time-of-day controllers Time-of-day controllers Introduction A time-of-day controller routes calls to a particular voice service (an announcement, a thru-dial service, a voice menu, another time-of-day controller, a voice form, or a fax item) based on the day and the time of day that a call is received. A time-of-day controller has three defined time periods—one for business hours, one for off-hours, and another for holidays.
1-14 Overview of Voice Services Time-of-day controllers Example The following is an example of a basic time-of-day controller accessed when the caller dials the time-of-day controller DN. Caller dials the time-of-day controller access DN during off-hours. Time-of-day controller Business hours ' ' ' ' ' Voice menu Off-hours ' ' ' ' ' Announcement A Holiday ' ' ' ' ' Announcement B Announcement A “Thank you for calling Nadir Enterprises. Our offices have closed for the day.
Overview of Voice Services 1-15 Voice menus Voice menus Introduction A voice menu presents callers with a series of choices or menu actions. A voice menu typically consists of a greeting, which identifies your organization to the caller, followed by a list of items from which the caller can choose by pressing one of the numeric keys on the caller’s telephone keypad. Voice menus can be comprised of only one voice menu (singlelevel), or can include choices that invoke other voice menus (multilevel).
1-16 Overview of Voice Services Voice menus If the VMUIF interface is installed on the system, the following action is also possible: • connect the caller, who is a dial pulse user of voice messaging, to the greeting service in order to change his or her personal greeting (this service does not require any keypad input) If the Voice Forms feature is installed, the following actions are also possible: • • connect the caller to a voice form connect the caller (a transcriber) to the transcription service
Overview of Voice Services 1-17 Voice menus Example The following is an example of a voice menu accessed when the caller dials the voice menu DN. Caller dials the voice menu access DN. First level voice menu. “Thank you for calling Nadir Enterprises. If you know the extension of the person you want to speak to, press 1. If you know the name of the person you want to speak to, press 2. If you would like directions to our location, press 3. If you would like information about our new products, press 4.
1-18 Overview of Voice Services Standard key functions Standard key functions Introduction The following key functions are standard in all applications. 0 = Attendant revert At any time in any voice service, a caller who presses 0 is connected to the Revert DN which may be a live attendant. A different Revert DN can be specified for each voice service you create. This should always be an option (at least during business hours) for callers who need to speak to a live attendant.
Overview of Voice Services 1-19 Automated attendants and information services Automated attendants and information services Introduction The four voice services that are bundled with the Voice Menus feature package—announcements, thru-dial services, time-ofday controllers, and voice menus—in addition to fax items and voice forms (if these features are installed), are used as building blocks to create both simple and more complex applications that may involve a number of voice services.
1-20 Overview of Voice Services Automated attendants and information services the person he or she wants to call. The caller then enters the number or name and the call is placed. If the caller does nothing or presses 0, the call is routed to the Revert DN, which may be an attendant. This version of the automated attendant is useful for organizations whose employees have the same likelihood of being called.
Overview of Voice Services 1-21 Automated attendants and information services calls. The announcement informs callers that the premises are closed, states business hours, and then disconnects. Leave a message This type of automated attendant is similar to the announcement-only type, except that it allows callers to leave messages for persons they are trying to reach. Like the announcement-only type of automated attendant, it is used as an after-hours attendant.
1-22 Overview of Voice Services Automated attendants and information services • to provide callers with up-to-date information, thus reducing the amount of time spent by internal users or external callers seeking frequently changing information All information services are created using one or more of announcements, voice menus, and time-of-day controllers. The following are examples of the types of information services that can be created.
Overview of Voice Services 1-23 Voice prompt maintenance and remote activation Voice prompt maintenance and remote activation Introduction There are two additional services, voice prompt maintenance and remote activation, which are part of the voice menus feature package. Voice prompt maintenance Voice prompts (greetings, announcements, menu choices) can be recorded from the administrative terminal using the [Voice] softkey.
1-24 Overview of Voice Services Choosing a speaker Choosing a speaker Introduction Announcements, thru-dial services, and voice menus all include voice recordings. Part of your responsibility is to choose an appropriate speaker to record these prompts. Remember that no matter how well your applications are designed, if the recorded voice you use is unpleasant or difficult to understand, reaction to your voice services will not be positive.
Overview of Voice Services 1-25 Voice forms Voice forms Introduction A voice form is the electronic equivalent of a paper form. It is “filled out” by callers who dial a special number which connects them to the voice form. (Alternatively, callers can be connected to a voice form through a voice menu or time-of-day controller.) Voice forms are intended to help fulfill an organization’s information-gathering needs.
1-26 Overview of Voice Services Fax on Demand Fax on Demand Introduction Standard 1.0 The Fax on Demand feature is described in detail in the Fax on Demand Application Guide (NTP 555-7001-327).
Overview of Voice Services 1-27 Tip: Using the Find Function Description Many of the Voice Services Administration screens have either a [Find] or [Find Subset of VSDNs/Services] softkey. Use this softkey to retrieve a particular voice service definition or a listing of voice service definitions that meet particular search criteria. For details, refer to the Meridian Mail System Administration Guide for your platform. Standard 1.
1-28 Overview of Voice Services Tip: Using the Find Function Standard 1.
Overview of Voice Services Section B 1-29 Application scenarios In this section Standard 1.
1-30 Overview of Voice Services Overview of application scenarios Overview of application scenarios Introduction Standard 1.0 This section provides examples of when you might want to use one of the voice services. These examples should help you decide which service is appropriate for your needs.
Overview of Voice Services 1-31 Examples of automated attendants Examples of automated attendants Introduction This section provides examples of different types of automated attendants, and scenarios where the different types of attendants might be useful. Basic automated attendant The problem A large department deals mainly with long-term clients who know the extension numbers of the staff with whom they want to communicate.
1-32 Overview of Voice Services Examples of automated attendants The solution A voice menu (automated attendant with menu choices) is created. After dialing the agency’s publicly listed number, the caller hears a courteous greeting followed by a list of department names followed by a one-digit number to enter in order to call that department.
Overview of Voice Services 1-33 Examples of automated attendants people give up calling after finding the personnel department’s line continually busy. The department would like to be sure of receiving information from all interested applicants and, in order to weed out unsuitable applicants, would like to be able to expand on the information given in the published advertisements without tying up the department’s phones. The solution A 24-hour, 7-day-a-week number is advertised.
1-34 Overview of Voice Services Examples of automated attendants hours, or to connect to a voice form in order to verbally fill in a problem ticket. If the technician selects the voice form, he or she is asked a series of questions to which he or she responds verbally. When the voice form is transcribed, the information is passed on to the appropriate person. Standard 1.
Overview of Voice Services 1-35 Examples of information services Examples of information services Introduction This section provides examples of different types of information services, and scenarios where the different types of information services might be useful. Announcement only The problem There is an upcoming Christmas party. The receptionist is being flooded with questions about the date, the time, the location, and directions. The solution An announcement service is created.
1-36 Overview of Voice Services Examples of information services each followed by a number. When they enter the number of the item in which they are interested, they hear a second-level menu listing the topics related to the item they chose. After making a choice from this menu, a third-level menu allows callers to select the specific piece of information they need to access.
Chapter 2 Setting up Meridian Mail for Voice Services In this chapter Overview 2-2 Section A: Voice Services Profile 2-3 Section B: Display options 2-21
2-2 Setting up Meridian Mail for Voice Services Overview Overview Introduction This chapter explains how to set up the Voice Services Profile and the Display Options. Perform these steps prior to setting up your voice service applications. The Voice Services Profile is a profile of basic system parameters that affect voice services, such as the maximum length for recordings and timeout values that determine how long the system waits for a response during a voice menu or automated attendant application.
Setting up Meridian Mail for Voice Services Section A 2-3 Voice Services Profile In this section Overview of the Voice Services Profile 2-4 Identifying timeout values 2-6 Determining maximum prompt sizes 2-12 Identifying whether any voice services will be used to accept networking calls 2-13 Standard 1.
2-4 Setting up Meridian Mail for Voice Services Overview of the Voice Services Profile Overview of the Voice Services Profile Introduction Prior to setting up your voice service applications, you need to set up system parameters for these voice services. The Voice Services Profile screen is where you define these parameters.
Setting up Meridian Mail for Voice Services 2-5 Overview of the Voice Services Profile Worksheet Standard 1.0 Make a copy of the Voice Services Profile Worksheet in Appendix A, “Worksheets.” As you plan the voice services profile, fill in the worksheet. Then, when you are ready to configure the profile in Meridian Mail, all you will have to do is copy the information into the system. You will also have a written record of the voice services profile.
2-6 Setting up Meridian Mail for Voice Services Identifying timeout values Identifying timeout values Introduction There are three different timeout values to define: command entry, short disconnect, and record. These timeouts determine how long the system will wait if there is no caller response before taking some sort of action (such as disconnecting the caller from a service or playing a delayed prompt).
Setting up Meridian Mail for Voice Services 2-7 Identifying timeout values • • • Standard 1.0 then disconnect the call. This timeout is not used when an announcement is accessed from a voice menu. In this case, the announcement is played once, and then the caller is returned to the menu and follows what is defined as the delayed response. Callers are not really expected to provide input in an announcement.
2-8 Setting up Meridian Mail for Voice Services Identifying timeout values time. If the system times out again, the caller is transferred to the revert DN that is defined in the session profile. The default is 3.5 seconds. You can choose a value between 1.0 and 5.0 seconds. Note: If you are using a voice menu to accept AMIS networking calls, set this timeout to the maximum allowed value of five seconds. If this field is set to less than five seconds, an AMIS call may be prematurely disconnected.
Setting up Meridian Mail for Voice Services 2-9 Identifying timeout values Voice menu examples The following examples show how these timeout values are used in a voice menu. In these examples, the Command Entry timeout is set to 3.5 seconds and the Short Disconnect timeout value is 10 seconds. Initial no response in a voice menu. Caller dials voice menu access DN. Voice menu greeting is played. Caller does not respond. System waits 3.5 seconds (Command Entry).
2-10 Setting up Meridian Mail for Voice Services Identifying timeout values Delayed response in a voice menu. Caller dials voice menu access DN. Caller is prompted for an access password. Caller enters the password. The menu greeting is played. Caller does not respond. System waits 3.5 seconds (Command Entry). The Delayed Response action as defined in the voice menu is taken. Caller does not respond. System waits 3.5 seconds (Command Entry).
Setting up Meridian Mail for Voice Services 2-11 Identifying timeout values You will notice that in a voice menu, callers are given a number of chances to respond. If the caller has provided an initial response and then delays in providing further input, the system waits x seconds (the amount of time specified as the Command Entry timeout). The system takes the action defined for Initial No Response in the voice menu definition.
2-12 Setting up Meridian Mail for Voice Services Determining maximum prompt sizes Determining maximum prompt sizes Introduction There are two separate values to define: one for announcements and one for other recordings. Maximum prompt sizes for announcements This parameter determines the maximum allowed recording length for announcements only. It does not affect thru-dial greetings or voice menu recordings. Consider how long your announcements are likely to be.
Setting up Meridian Mail for Voice Services 2-13 Identifying whether any voice services will be used to accept networking calls Identifying whether any voice services will be used to accept networking calls Description This step is applicable only if AMIS or Enterprise networking (or both) is installed. Instead of creating a special VSDN for the AMIS or Enterprise networking service, voice menus or thru-dial services can be used to accept incoming AMIS or Enterprise networking calls.
2-14 Setting up Meridian Mail for Voice Services Identifying whether update logging is required Identifying whether update logging is required Description When update logging is enabled, a SEER is generated whenever a VSDN entry, announcement, thru-dial service, time-of-day controller, voice menu, voice form, or fax item is added, modified, or deleted. This is a method of keeping track of any changes made to DNs and services.
Setting up Meridian Mail for Voice Services 2-15 Identifying business hours Identifying business hours Description What are the regular business hours? The hours specified in the Voice Services Profile screen are used as defaults in time-ofday controller definitions. You will notice that in the Voice Services Profile, there is no way to indicate “odd” hours. For example, the organization may be open on Saturdays between 10:00 and 3:00, yet you can only specify one set of business hours.
2-16 Setting up Meridian Mail for Voice Services Identifying holidays Identifying holidays Description This step is necessary if you will be defining and using a timeof-day controller. If this is the case, identify the holidays that are observed by your organization (that is, the holidays for which the organization closes). Up to 20 holidays can be defined. This allows different services to be used for holidays versus business hours or off-hours. Holidays are defined in the following manner: 1.
Setting up Meridian Mail for Voice Services 2-17 Configuring the Voice Services Profile Configuring the Voice Services Profile Introduction This section describes how to configure the Voice Services Profile. Make sure you have your worksheet on hand. Procedure: Defining the voice services profile To define the voice services profile, follow these steps. Starting Point: The Main menu or the Customer Administration menu (multi-customer systems) Step Action 1 Select Voice Administration.
2-18 Setting up Meridian Mail for Voice Services Configuring the Voice Services Profile Step Action 6 Enable update logging if you want a SEER to be generated whenever a DN or service is added, modified, or deleted. 7 Specify the default business hours. 8 Define each holiday on which the organization is closed. Scroll the screen to access additional fields. 9 Choose step 9a to save the changes or 9b to cancel. a. Use [Save].
Setting up Meridian Mail for Voice Services 2-19 Configuring the class of service Configuring the class of service Introduction In a Call Answering session, one of two personal greetings may be played to a caller if a mailbox user’s phone is busy: • • the mailbox user’s personal verification the mailbox user’s mailbox number Restrictions This feature is available only to MMUI mailbox subscribers.
2-20 Setting up Meridian Mail for Voice Services Configuring the class of service Standard 1.
Setting up Meridian Mail for Voice Services Section B 2-21 Display options In this section The Set Display Options screen Standard 1.
2-22 Setting up Meridian Mail for Voice Services The Set Display Options screen The Set Display Options screen Introduction The Set Display Options screen allows you to define how information is sorted and displayed on the voice services administration screens.
Chapter 3 Voice announcements In this chapter Overview 3-2 How the announcement service handles calls 3-3 A voice announcement scenario 3-5 Section A: Planning an announcement 3-7 Section B: Configuring an announcement 3-19 Section C: Modifying or deleting an announcement 3-35
3-2 Voice announcements Overview Overview Introduction An announcement is a recorded message that is played automatically to callers. Announcements are the simplest of voice services, yet they can be very effective in providing specific and important information for callers. Announcements do not take input from callers—they simply provide information for the callers. Why use announcements? Announcements can be used to off-load employees from answering commonly asked questions.
Voice announcements 3-3 How the announcement service handles calls How the announcement service handles calls Introduction This section details what a caller will experience when reaching an announcement service. Callers can access an announcement either directly by dialing the DN associated with the announcement, or indirectly through a voice menu or time-ofday controller.
3-4 Voice announcements How the announcement service handles calls If the caller hangs up or presses keys The caller, of course, may hang up after hearing the announcement once, or at any time while connected to the announcement service. The system detects that the caller has disconnected and waits a specified timeout period before disconnecting. The timeout is defined in the Command Entry timeout field in the Voice Services Profile.
Voice announcements 3-5 A voice announcement scenario A voice announcement scenario Introduction The following scenario illustrates the advantages of using a voice announcement to satisfy business communication needs. Scenario At Peer Enterprises, almost everyone is interested in the status of the printers. This information must be current to be useful, so it may need to be updated a number of times a day. Solution The system administrator decides to create an announcement.
3-6 Voice announcements A voice announcement scenario Revert DN The revert DN is the extension number, set when configuring the announcement, that will ring if a caller hits the 0 key when the announcement is played. In this case, setting the revert DN allows employees to report printer problems to the person responsible for both maintaining the printers and updating the printer hotline announcement.
Voice announcements Section A 3-7 Planning an announcement In this section Standard 1.
3-8 Voice announcements Overview of planning an announcement Overview of planning an announcement Introduction Once you have identified information which you would like to deliver using the announcement service, the next stage is to plan how best to create the announcement. With announcements, like all the voice services, planning is important. Investing time up front planning voice services will pay dividends when actually configuring the different services.
Voice announcements 3-9 Overview of planning an announcement By using the worksheet, you ensure that you have an accurate written record of all your announcements. Whenever you change an announcement, fill in a new worksheet so that you always have the most up-to-date version on file. Standard 1.
3-10 Voice announcements Scripting the announcement Scripting the announcement Introduction Once you have determined the purpose of your announcement and how it is to be accessed, you can script the announcement. Remember that an announcement is a single recording. There is no separate recorded greeting that will be played before the announcement. All pertinent information (company name, business hours, and so on) needs to be included in the announcement recording.
Voice announcements 3-11 Choosing an announcement ID and title Choosing an announcement ID and title Announcement ID The announcement ID identifies the announcement within your system. The ID number must be unique among all voice service definitions. The ID can be up to eight digits in length and must consist of the numeric digits 0 to 9 only.
3-12 Voice announcements Identifying the revert DN Identifying the revert DN Introduction A revert DN is optional, though recommended. When callers press 0 during playback, they are routed to the revert DN if you have specified one. If no revert DN is specified, callers will hear the following message if they press 0: “That selection is not recognized.” The revert DN can be up to 30 characters in length. The following characters are acceptable.
Voice announcements 3-13 Choosing passwords Choosing passwords Introduction Each announcement can have two passwords associated with it: an access password and an update password. Both are optional. The access password Use an access password to restrict caller access to an announcement. This can be used in the case of classified information to ensure that only those who are authorized to hear the announcement can gain access.
3-14 Voice announcements Silent disconnect Silent disconnect Introduction When silent disconnect is enabled, the system “Good-bye” prompt is not played when a caller is disconnected from the announcement. If your Meridian Mail system is a front end for call center applications, this allows announcements to be integrated into the call center where high volumes of inbound calls are given a variety of treatments.
Voice announcements 3-15 Setting the number of times the announcement plays Setting the number of times the announcement plays Introduction There are two values for defining the number of times an announcement is played. One defines the number of times the announcement is played to direct access callers. The other defines the number of times the announcement is played when it is accessed through a voice menu.
3-16 Voice announcements Choosing the language for system prompts (multilingual systems only) Choosing the language for system prompts (multilingual systems only) Description Standard 1.0 This is necessary only if more than one language is installed on the system. If this is the case, select the language in which system prompts are to be played. (Note that this is not a translation of the announcement.
Voice announcements 3-17 Identifying how the announcement will be accessed Identifying how the announcement will be accessed Introduction As previously mentioned, callers can access an announcement either directly or indirectly. How the caller accesses the announcement affects both how the announcement is configured and the actual recorded announcement. Because many factors depend on how the announcement is accessed, it is a good idea to determine how callers will access the message first.
3-18 Voice announcements Identifying how the announcement will be accessed Indirect access through a voice menu A caller accesses an announcement indirectly by choosing the announcement option from a voice menu. While connected to the announcement, the caller is able to leave the announcement and return to the voice menu. When creating an announcement for access through a voice menu, it is not necessary to include a welcoming greeting in the announcement.
Voice announcements Section B 3-19 Configuring an announcement In this section Standard 1.
3-20 Voice announcements Overview of configuring an announcement Overview of configuring an announcement Introduction This section outlines the steps required to add a voice announcement. Refer to your Announcement Definition Worksheet in Appendix A, “Worksheets,” as you follow the procedures in this section.
Voice announcements 3-21 Overview of configuring an announcement the Main Menu (applicable to single-customer systems) and the Customer Administration menu (applicable to multi-customer systems). ATTENTION Do not perform voice services administration during the nightly DR audit. At 3:30 a.m. every day, an audit of the DR directory is performed. Do not add, modify, or delete voice service definitions during this audit.
3-22 Voice announcements The Announcement Definitions data menu The Announcement Definitions data menu Introduction The Announcement Definitions data menu lists all the configured announcements on the system. From this screen you can also do the following: • • • The screen Standard 1.
Voice announcements 3-23 The Announcement Definitions data menu Procedure: Accessing To access the Announcement Definitions data menu, follow the screen these steps. Starting Point: The Main menu or the Customer Administration menu (on multi-customer systems) Step Action 1 Select Voice Administration. Result: The Voice Administration menu is displayed. 2 Select Voice Services Administration. Result: The Voice Services Administration menu is displayed. 3 Select Announcement Definitions.
3-24 Voice announcements Adding a new announcement Adding a new announcement Introduction Standard 1.0 This section and the sections that follow describe how to create a new announcement service. This process involves the following steps: 1. adding a new announcement definition 2. recording the announcement 3. making the announcement accessible 4.
Voice announcements 3-25 Adding a new announcement Procedure: Adding an announcement definition Adding an announcement definition requires that you input the information from the Announcement Definition Worksheet into the Meridian Mail system. Have your worksheet nearby as you follow these steps. To add an announcement definition, follow these steps. Starting Point: The Voice Services Administration menu Step Action 1 Select Announcement Definitions.
3-26 Voice announcements Adding a new announcement Field descriptions The following fields appear in the Add an Announcement Definition screen. Announcement ID Description The Announcement ID must be a unique number. On a multi-customer system, the ID only needs to be unique in the customer group. Title Description The announcement Title should indicate what the announcement does. For example, an announcement related to current printer status might be called “Printer Hotline.
Voice announcements 3-27 Adding a new announcement Number of times to play if accessed via a menu Description This field applies only to announcements accessed through a voice menu. This field specifies the number of times an announcement will play before the caller is returned to the voice menu. Announcement Recorded (Voice) Description This read-only field shows if the announcement has been recorded. No means the announcement has not been recorded. Language for prompts Description Standard 1.
3-28 Voice announcements Recording the announcement Recording the announcement Introduction This section describes the process for recording an announcement. An announcement cannot be recorded until it has been defined as described in the section“Adding a new announcement” on page 3-24. How to record announcements Announcements can be recorded in one of two ways: from the administration terminal using the [Voice] softkey, or from a remote DTMF telephone set using the Voice Prompt Maintenance service.
Voice announcements 3-29 Recording the announcement Procedure: Recording the announcement with the [Voice] softkey You can record the announcement from two screens: the Add an Announcement Definition Screen or the View/Modify Definition screen. Both screens are accessed from the corresponding softkeys available from the Announcement Definitions data menu. To record the announcement, follow these steps.
3-30 Voice announcements Recording the announcement Step Action 5 At the sound of the beep, record the announcement. When finished recording, press the [Stop] softkey. Result: The following softkeys are redisplayed. Note: The recording stops automatically if you exceed the Maximum Prompt Size or the Record Timeout set in the Voice Services Profile. 6 Follow step 6a to review the announcement, or step 6b to disconnect the call. a.
Voice announcements 3-31 Making the announcement accessible Making the announcement accessible Introduction You can make an announcement accessible to callers in one of three ways: • • • Direct access direct access indirect access through a voice menu indirect access through a time-of-day controller Callers access the announcement by dialing a special DN that connects them directly to the announcement.
3-32 Voice announcements Making the announcement accessible Procedure: Making an announcement directly accessible Starting Point: The Voice Services Administration menu Step Action 1 Select Voice Services-DN Table. Result: The Voice Services-DN Table is displayed. 2 Press the [Add] softkey. Result: The Add DN Information screen appears. 3 Enter the Access DN. This is the number that callers will dial to access the announcement.
Voice announcements 3-33 Making the announcement accessible Step Action 4 Enter AS in the Service field. Result: An additional field, Announcement ID, is displayed. 5 Enter the announcement ID in the Announcement ID field. 6 Enter a comment. Note: This step is optional, but a comment that identifies the announcement is useful here. 7 Indirect access through a voice menu Press the [Save] softkey to save the VSDN Table. Callers dial the DN of a voice menu.
3-34 Voice announcements Testing the announcement Testing the announcement Introduction It is important to test the announcement before you make the announcement service available to callers. Testing simply involves making sure the announcement works as you intended. Testing the announcement When you have finished configuring the announcement and have defined the VSDN through which it will be accessed, test it.
Voice announcements Section C 3-35 Modifying or deleting an announcement In this section Standard 1.
3-36 Voice announcements Overview of modifying or deleting an announcement Overview of modifying or deleting an announcement Introduction This section provides procedures for modifying and deleting announcements. Multi-customer administration On multi-customer systems, you can modify and delete announcements at either the system or customer administration level. Standard 1.
Voice announcements 3-37 Modifying an announcement Modifying an announcement Introduction You can modify an announcement in three different ways: • • • Modify the announcement definition. Update the announcement recording. Modify the access to the announcement. While an announcement is being updated, the old version of the announcement is still played to callers. The new version takes effect after the updated announcement has been saved.
3-38 Voice announcements Modifying an announcement Step Action 4 Press the [View/Modify] softkey. Result: The View/Modify an Announcement Definition screen is displayed. For a description of the fields in this screen, see “Field descriptions” on page 3-26. 5 Modify the announcement definition as required. 6 Modify the voice recording if required. Use the [Voice] softkey. 7 If you are satisfied with the information you have entered, press the [Save] softkey.
Voice announcements 3-39 Deleting an announcement Deleting an announcement Introduction Announcements are deleted from the Delete an Announcement Definition screen. The fields in this screen are read-only. If the announcement is currently being modified through the voice prompt maintenance service, you cannot delete the announcement until it has been saved.
3-40 Voice announcements Deleting an announcement Step Action 4 Press the [Delete] softkey. Result: The announcement definition is displayed under the heading Delete an Announcement Definition, and new softkeys are displayed. This screen is displayed so that you can see which announcement definition you have selected to delete. 5 Review the announcement definition to make sure you are deleting the right announcement.
Chapter 4 The thru-dial service In this chapter Overview 4-2 What is a thru-dial service? 4-3 How a thru-dial service handles calls 4-6 Thru-dial examples 4-8 Security issues 4-11 Monitoring for hackers 4-13 Section A: Planning a thru-dial service 4-15 Section B: Configuring a thru-dial service 4-39 Section C: Modifying or deleting a thru-dial service 4-57
4-2 The thru-dial service Overview Overview Introduction A thru-dial service performs basic call handling. Thru-dial services allow callers to direct their own calls. Their primary function is to prompt a caller for an extension number and then place the call to that number. Alternatively, you can create a thru-dial service that prompts a caller for a person’s name, in which case the caller spells out the name using the telephone keypad.
The thru-dial service 4-3 What is a thru-dial service? What is a thru-dial service? Introduction A thru-dial service performs basic call handling. Its primary function is to prompt a caller for an extension number and then place a phone call. Types of thru-dial services A thru-dial service places a call from Meridian Mail for the caller. The thru-dial service must be controlled to limit the ability of callers to make unauthorized calls from Meridian Mail.
4-4 The thru-dial service What is a thru-dial service? Restricting access to thru-dial services that allow long distance calls The access numbers of thru-dial services that allow long distance calling are generally not published to everyone, but only to select personnel. You can also protect these thru-dial services by defining an access password. The thru-dial service can only be accessed if the caller enters this password. ATTENTION Apply restriction codes to all thru-dial services.
The thru-dial service 4-5 What is a thru-dial service? Left pad characters If the thru-dial service is going to be used to dial extensions of the same length and with the same starting digits (for example, network calls that always begin with the same site prefix), you can specify a string of left pad characters. If left pad characters are defined, the thru-dial service inserts these characters in front of the numbers entered before dialing the DN.
4-6 The thru-dial service How a thru-dial service handles calls How a thru-dial service handles calls Introduction This section details what a caller experiences when using a thrudial service. The service can be reached from a voice menu, a time-of-day controller, or directly.
The thru-dial service 4-7 How a thru-dial service handles calls Caller dials the thru-dial service access DN. Thru-dial service “Thank you for calling Nadir Enterprises. If you know the extension of the person you wish to speak to, enter the extension number followed by number sign. If you do not know the extension number, press 0 to connect to an operator. If you have a rotary phone, please wait on the line and someone will be with you shortly.” The caller enters a user's extension number.
4-8 The thru-dial service Thru-dial examples Thru-dial examples Introduction This section provides two examples of how you might use a thru-dial service to make dialing easier or more efficient. Use this section to provide you with ideas on how to design your thru-dial service. Then follow the steps in Section A: Planning a thru-dial service on page 4-15.
The thru-dial service 4-9 Thru-dial examples “If you know your party’s extension, start dialing now.” Of course, you may need a greeting before the instruction and an option for callers who do not know the extension of the person they wish to call. Solution To create this service, you build a voice menu front end and set the menu options which correspond to the first number of any local DNs to a unique thru-dial service.
4-10 The thru-dial service Thru-dial examples Extending the quick dial thru-dial service To make the quick dial service functional for all callers, you need to include the following: • • Standard 1.
The thru-dial service 4-11 Security issues Security issues Introduction Because thru-dial services allow callers to dial calls directly from Meridian Mail, thru-dials are a potential site for system abuse by legitimate Meridian Mail users or phone hackers. Use the security features available to you in Meridian Mail and you can all but eliminate the risk of system abuse.
4-12 The thru-dial service Security issues • • • • Standard 1.0 Identify the organization’s thru-dial policies. Make sure the organization understands the advantages and disadvantages of allowing thru-dial access, especially when that access allows outbound calling. Review the Restriction/Permission Lists screen. Four sets of restriction/permission codes are defined in the Restriction/Permission Lists screen (at the system administration level for multi-customer systems).
The thru-dial service 4-13 Monitoring for hackers Monitoring for hackers Introduction You can monitor all or specific thru-dials by setting the Monitor all Thru-Dials during Monitoring Period field in the Voice Security Options screen to the appropriate option. When thrudials are attempted during the specified monitoring period, a class 106 SEER is issued to indicate the Calling DN and the destination of the thru-dial.
4-14 The thru-dial service Monitoring for hackers Standard 1.
The thru-dial service Section A 4-15 Planning a thru-dial service In this section Overview of planning a thru-dial service 4-16 Choosing a thru-dial ID 4-18 Choosing a thru-dial title 4-19 Identifying the revert DN 4-20 Identifying passwords 4-21 Choosing the language for system prompts (multilingual systems only) 4-23 Determining the dialing method 4-24 Identifying whether left pad characters are required 4-28 Identifying whether the prompt/greeting should be suppressed 4-29 Standard 1
4-16 The thru-dial service Overview of planning a thru-dial service Overview of planning a thru-dial service Introduction This section outlines the process for planning a thru-dial service. Once you have identified the need for a particular thru-dial service, the next stage is to carefully plan how best to create the service. With a thru-dial service, like all the voice services, planning is important.
The thru-dial service 4-17 Overview of planning a thru-dial service 10. Identify the necessary restriction/permission codes. 11. Identify how the thru-dial service will be accessed. Thru-Dial Definition Worksheet The Thru-Dial Definition Worksheet is found in Appendix A, “Worksheets.” This worksheet is a valuable aid to help plan and maintain thru-dials. The worksheet contains all the information you require to configure each thru-dial service. As you plan your thru-dial, fill in the worksheet.
4-18 The thru-dial service Choosing a thru-dial ID Choosing a thru-dial ID Introduction The thru-dial ID identifies the thru-dial within your system. The ID number must be unique among all voice service definitions. Maximum length and valid digits The ID can be up to eight digits in length and must consist of the numeric digits 0 to 9 only.
The thru-dial service 4-19 Choosing a thru-dial title Choosing a thru-dial title Introduction The thru-dial title provides an identifier that you will easily be able to recognize. It should be descriptive enough to identify the purpose of the service. Example A thru-dial service designed to permit only overseas calls for company executives might be called “Exec Overseas.” Maximum length and valid characters The title can be up to 29 characters in length.
4-20 The thru-dial service Identifying the revert DN Identifying the revert DN Introduction A revert DN is required. Callers are routed to the revert DN when they press 0 during playback. Maximum length and valid characters The revert DN can be up to 30 characters in length. The following characters are acceptable.
The thru-dial service 4-21 Identifying passwords Identifying passwords Introduction This section deals with the access and update passwords. The access password restricts access to the thru-dial service. The update password, if defined, both enables and controls the use of the Voice Prompt Maintenance service for updating the thrudial prompts. The access password If you define an access password, callers must enter the correct password to use the thru-dial service.
4-22 The thru-dial service Identifying passwords The update password must be between 4 and 16 numeric characters in length. Spaces are not allowed. The update password can be 0 to 16 numeric characters in length for a customer that uses VMUIF and is a residential service. Select an update password Specify an update password and record it in the Thru-Dial Definition Worksheet. Keep the Thru-Dial Definition Worksheets secure so that the password remains private. Standard 1.
The thru-dial service 4-23 Choosing the language for system prompts (multilingual systems only) Choosing the language for system prompts (multilingual systems only) Description Standard 1.0 If you have multiple languages on your system, you need to specify the language for the system prompts. This is necessary only if more than one language is installed on the system. If this is the case, select the language in which all system prompts are to be played.
4-24 The thru-dial service Determining the dialing method Determining the dialing method Introduction Depending on how you configure the thru-dial service, callers can reach the person they wish to reach by dialing • • • the extension number of the person (extension dialing) the name of the person they want to reach (name dialing) either name dialing or extension dialing The dialing method you choose affects the greeting that you record because the greeting must include instructions on how to place a c
The thru-dial service 4-25 Determining the dialing method Dial fixed length DN To reach John if the DN length is fixed at four, the caller hears a prompt: “Please enter the number of the extension of the person you wish to dial. If you need assistance just press zero.” The caller responds by dialing 7673, and the call is routed to John’s extension. The zero option sends callers to the Revert DN if one is specified. In this scenario, it is likely the Revert DN is the DN of a live attendant.
4-26 The thru-dial service Determining the dialing method What if there are matching names? If more than one name matching the digits dialed is found, Meridian Mail prompts the caller to enter more of the name if he or she knows it. For example, if the caller has entered SMITHJ, there may be more than one person matching this pattern. The caller is asked to specify more of the first name until a unique match is found.
The thru-dial service 4-27 Determining the dialing method Name dialing requirement To choose dial by name, name dialing and name addressing must be enabled. Check the Voice Messaging Options screen (for the customer group if yours is a multi-customer system) to verify that this feature is enabled if you want to allow callers to dial by name. Record the dialing method On the thru-dial worksheet, record the following: • • • Standard 1.
4-28 The thru-dial service Identifying whether left pad characters are required Identifying whether left pad characters are required Introduction If the dialing method is by number only (extension dialing), you can use left pad characters to reduce the number of digits callers have to dial. Left pad characters are prefix digits that are automatically placed before whatever digits the caller dials. The following example shows how left pad characters can make dialing easier.
The thru-dial service 4-29 Identifying whether the prompt/greeting should be suppressed Identifying whether the prompt/greeting should be suppressed Introduction If you are setting up a thru-dial service that is accessed through a voice menu, you may find that playing a thru-dial greeting is redundant (see the scenario described on page 4-8). How to suppress the greeting You can suppress the greeting by setting the Suppress Prompt field to Yes on the Add a Thru-Dial Definition screen.
4-30 The thru-dial service Scripting the thru-dial greeting Scripting the thru-dial greeting Introduction This section outlines the greetings required for a thru-dial service. There are a number of system greetings, one of which plays if a custom greeting is not recorded. Definition The thru-dial greeting is played when a caller connects to the thru-dial service.
The thru-dial service 4-31 Scripting the thru-dial greeting Dialing method Standard 1.0 The dialing method determines both how the caller must enter the data for the thru-dial service to place the call, and the thrudialer greeting, so that the caller can correctly enter the information. The following tables show how the dialing method affects the data input.
4-32 The thru-dial service Scripting the thru-dial greeting Greetings for external callers It is important to consider how the thru-dial service is to be accessed and who the intended users are when scripting a greeting. The following are points to consider based on the intended users of the thru-dial service. The following table outlines some of the requirements for greetings for thru-dialers intended for external callers.
The thru-dial service 4-33 Scripting the thru-dial greeting Script the custom prompt Write the thru-dial prompt on a piece of paper. Reword it until you are satisfied with it. When you are ready to fill in the ThruDial Definition Worksheet, copy the final copy of the script into the worksheet. System greetings If you do not record a custom greeting, then a system greeting is played to callers. The following table lists the system prompts that play. Standard 1.
4-34 The thru-dial service Identifying the restriction/permission codes Identifying the restriction/permission codes Introduction As system administrator, you are responsible for taking all necessary precautions to prevent security breaches. Thru-dial services, if not adequately protected, are a potential target for unauthorized persons to abuse the Meridian Mail system. Review the Security Issues section before planning your restriction permission codes.
The thru-dial service 4-35 Identifying the restriction/permission codes Permission codes Any digits that are not in the restriction codes list are allowed. In addition, if you enter digits in the permission codes set that are also present in the restricted codes set, then they are allowed. In this way, the permission codes set allows you to define exceptions to the restriction codes set.
4-36 The thru-dial service Identifying how the thru-dial service will be accessed Identifying how the thru-dial service will be accessed Introduction Callers can access a thru-dial service in one of three ways: • • • directly indirectly through a voice menu indirectly through a time-of-day controller The purpose of the thru-dial service will suggest the appropriate method of access.
The thru-dial service 4-37 Identifying how the thru-dial service will be accessed Indirect access through a time-of-day controller You can direct calls to a thru-dial service at certain times of the day by creating a time-of-day controller which connects callers to a thru-dial service during specified times. Scenario Suppose that at your office the telephone attendant leaves the office at 4:30, but many other workers remain longer.
4-38 The thru-dial service Identifying how the thru-dial service will be accessed Standard 1.
The thru-dial service Section B 4-39 Configuring a thru-dial service In this section Standard 1.
4-40 The thru-dial service Overview of configuring a thru-dial service Overview of configuring a thru-dial service Introduction This section outlines the steps required to add a thru-dial service. Refer to your Thru-Dial Definition Worksheet (see Appendix A, “Worksheets”) as you follow the procedures in this section.
The thru-dial service 4-41 Overview of configuring a thru-dial service Customer Administration menu (applicable to multi-customer systems). ATTENTION Do not perform voice services administration during the nightly DR audit. At 3:30 a.m. every day, an audit of the DR directory is performed. Do not add, modify, or delete voice service definitions during this audit.
4-42 The thru-dial service The Thru-Dial Definition data menu The Thru-Dial Definition data menu Introduction The Thru-Dial Definition data menu lists all the configured thru-dial services on the system. From this screen, you can also do the following: • • • The screen Standard 1.
The thru-dial service 4-43 The Thru-Dial Definition data menu Procedure: Accessing To access the Thru-Dial Definitions data menu, follow these the screen steps. Starting Point: The Main menu or the Customer Administration menu (on multi-customer systems) Step Action 1 Select Voice Administration. Result: The Voice Administration menu is displayed. 2 Select Voice Services Administration. Result: The Voice Services Administration menu is displayed. 3 Select Thru-Dial Definitions.
4-44 The thru-dial service Adding a new thru-dial service Adding a new thru-dial service Introduction Procedure: Adding a thru-dial definition This section and the sections that follow describe how to create a new thru-dial service. This process involves the following steps: 1. adding a new thru-dial definition 2. recording the necessary prompts 3. making the thru-dial service accessible 4.
The thru-dial service 4-45 Adding a new thru-dial service Step Action 3 Fill in the fields using the information recorded on your thru-dial worksheet. 4 If you are satisfied with the information you have entered, press the [Save] softkey. Otherwise, press [Cancel] to discard the information. Result: Whether you save or cancel, you are returned to the Thru-Dial Definitions screen. The screen Standard 1.0 The following is an example of the Add a Thru-Dial Definition screen with data.
4-46 The thru-dial service Adding a new thru-dial service Field descriptions The following fields appear in the Add a Thru-Dial Definition screen. Thru-Dial ID Description The Thru-Dial ID must be a unique number. Title Standard 1.
The thru-dial service 4-47 Adding a new thru-dial service Description The thru-dial Title should indicate what the thrudial does. For example, a thru-dial service allowing overseas calls might be called “Overseas-restricted.” Revert DN Description The DN to which callers are transferred under particular circumstances. Access Password Description The access password restricts access to the thrudial service.
4-48 The thru-dial service Adding a new thru-dial service DN Length Description This field is displayed only if the selected dialing method is Number. The choices for this field are Fixed and Variable.
The thru-dial service 4-49 Recording the thru-dial prompt Recording the thru-dial prompt Introduction This section describes the process for recording the prompt for the thru-dial service. The prompt cannot be recorded until the thru-dial service has been defined as described in “Adding a new thru-dial service” on page 4-44.
4-50 The thru-dial service Recording the thru-dial prompt Procedure: Recording the prompt with the [Voice] softkey You can record the thru-dial prompt from two screens: the Add a Thru-Dial Definition screen or the View/Modify Definition screen. Both screens are accessed from the softkeys available at the Thru-Dial Definitions data menu. To record the prompt, follow these steps.
The thru-dial service 4-51 Recording the thru-dial prompt Step Action 5 At the sound of the beep, record the prompt. When finished recording, press the [Stop] softkey. Result: The following softkeys are redisplayed. Note: The recording stops automatically if you exceed the Maximum Prompt Size or the Record Time-out set in the Voice Services Profile. 6 Follow step 6a to review the prompt, or step 6b to disconnect the call. a.
4-52 The thru-dial service Making the thru-dial service accessible Making the thru-dial service accessible Introduction You can make a thru-dial service accessible to callers in one of three ways: • • • Direct access direct access indirect access through a voice menu indirect access through a time-of-day controller Callers access the thru-dial service by dialing a DN that connects them directly to the service.
The thru-dial service 4-53 Making the thru-dial service accessible Step Action 2 Press the [Add] softkey. Result: The Add DN Information screen appears. 3 Enter the Access DN. This is the number that callers will dial to access the thru-dial service. Get the DN from your switch administrator, or print the directory number block (DNB) at the switch to obtain an unused DN. Note: The Access DN cannot match a mailbox number. 4 Enter TS in the Service field.
4-54 The thru-dial service Making the thru-dial service accessible “Identifying whether left pad characters are required” on page 4-28. Also, see Chapter 5, "Voice menus". Indirect access through a time-of-day controller You can set up a time-of day controller that directs calls to a thru-dial service. Set up the thru-dial service first. Then create a new time-of-day controller, or modify an existing one, to direct calls to the thrudial service.
The thru-dial service 4-55 Testing the thru-dial service Testing the thru-dial service Introduction It is important to test the thru-dial service before you make the announcement service available to callers. Testing simply involves making sure the thru-dial service works as you intended. Testing the thru-dial service When you have finished configuring the thru-dial service and have defined the VSDN through which it will be accessed, test it.
4-56 The thru-dial service Testing the thru-dial service Standard 1.
The thru-dial service Section C 4-57 Modifying or deleting a thru-dial service In this section Standard 1.
4-58 The thru-dial service Overview of modifying or deleting a thru-dial service Overview of modifying or deleting a thru-dial service Introduction This section provides procedures for modifying and deleting thru-dial services. Multi-customer administration On multi-customer systems, you can modify and delete thrudial services at either the system or customer administration level. Standard 1.
The thru-dial service 4-59 Modifying a thru-dial service Modifying a thru-dial service Introduction You can modify a thru-dial in three ways: • • • Modify the thru-dial definition. Update the thru-dial prompts. Modify the access to the thru-dial service. While a thru-dial service is being updated, the old version of the thru-dial service is still available to callers. The new version takes effect when the updated thru-dial service has been saved.
4-60 The thru-dial service Modifying a thru-dial service Step Action 4 Press the [View/Modify] softkey. Result: The View/Modify a Thru-Dial Definition screen is displayed. For a description of the fields in this screen, see “The screen” on page 4-45. 5 Modify the thru-dial definition as required. 6 Modify the voice recording if required. Use the [Voice] softkey. 7 If you are satisfied with the information you have entered, press the [Save] softkey. Otherwise, press [Cancel] to discard the changes.
The thru-dial service 4-61 Deleting a thru-dial service Deleting a thru-dial service Introduction Thru-dial services are deleted from the Delete a Thru-Dial Definition screen. The fields in this screen are read-only. If the thru-dial is being modified through the voice prompt maintenance service, you cannot delete the thru-dial service until it has been saved.
4-62 The thru-dial service Deleting a thru-dial service Step Action 4 Press the [Delete] softkey. Result: The thru-dial definition is displayed under the heading Delete a Thru-Dial Definition, and new softkeys are displayed. This screen is displayed so that you can see which thru-dial definition you have selected to delete. 5 Review the thru-dial definition to make sure you are deleting the right thru-dial service.
Chapter 5 Voice menus In this chapter Overview 5-2 Modifying and maintaining voice menus 5-6 Section A: Planning a voice menu 5-7 Section B: Configuring voice menus 5-41 Section C: Modifying or deleting a voice menu 5-59
5-2 Voice menus Overview Overview Introduction A voice menu offers callers choices. When a caller activates a voice menu, a courteous greeting is played followed by a list of options and the corresponding key that the caller must press to make a selection. For example: “Thank you for calling the University of XYZ. To find out how to register for classes, press 1. For our part-time programs, press 2. To speak with the student registrar, press 3. For student record inquiries, press 4.
Voice menus 5-3 Overview First-level voice menu “You have reached General Hospital. If you know the extension of the person you want to speak to, press 1...” Extension dialing Name dialing Visiting hours Pharmacy Specific department (2nd-level menu) Nursing Blood donor clinic Food services G100597 A voice menu offers a maximum of 12 actions to the caller (one for each key on the telephone keypad). There are three standard menu functions and nine functions which can be customized. Standard 1.
5-4 Voice menus Overview Standard menu functions Custom menu functions The following function keys are standard for all voice menu services. Function 0 Operator Revert The caller is transferred to the revert DN that has been defined in the voice menu definition. This revert DN can be different for each voice menu if necessary. If the revert DN is not defined, the following message is played when a caller presses 0: “That selection is not recognized, please make another choice.
Voice menus 5-5 Overview • • transfer the caller to the Revert DN activate the voice prompt maintenance service If the VMUIF interface is installed, you can also do the following: • connect the caller to the greetings service so that the caller can update his or her personal greeting (intended for dial pulse users since this service requires no keypad input) If Voice Forms are installed, you can also do the following: • • activate a voice form prompt the caller for a voice form ID in order to transc
5-6 Voice menus Modifying and maintaining voice menus Modifying and maintaining voice menus Introduction Modifying and maintaining a voice menu service involves the following steps: 1. Monitor the use of the voice menu using operational measurements. See Chapter 10, "Monitoring voice services". 2. Retain your original voice menu worksheets in case you need to later modify the voice menu. 3. Update the voice menu when necessary. 4. Delete the voice menu when it is no longer needed.
Voice menus Section A 5-7 Planning a voice menu In this section Overview of planning a voice menu 5-8 Identifying and ranking the order of the menu items 5-9 Creating a diagram of the voice menu application 5-11 Identifying and configuring the services that will be included in the voice menu 5-13 Standard 1.
5-8 Voice menus Overview of planning a voice menu Overview of planning a voice menu Introduction Planning a voice menu service involves the following steps. 1. Identify and rank the order of the menu items. 2. Create a diagram of the voice menu application. 3. Identify and configure the services that will be included in the voice menu. 4. Choose a voice menu ID and title. 5. Identify the revert DN. 6. Identify necessary passwords. 7. Script the voice menu greeting. 8.
Voice menus 5-9 Identifying and ranking the order of the menu items Identifying and ranking the order of the menu items Introduction The first step in voice menu planning is to decide which options you want to present to callers and in what order. Procedure To identify and rank menu items, follow these steps. Step Action Example 1 Identify the choices that will be made available to callers.
5-10 Voice menus Identifying and ranking the order of the menu items Standard 1.0 4. full address and fax number 5. new product information 6.
Voice menus 5-11 Creating a diagram of the voice menu application Creating a diagram of the voice menu application Introduction Once you have decided what the menu items and choices are going to be, it is a good idea to draw a diagram of the voice menu application. Since voice menus can get quite complex, it is important for you to have the big picture. This step is recommended for even the simplest voice menus.
5-12 Voice menus Creating a diagram of the voice menu application In this example, another voice menu for “new products” has to be planned. All submenus should also be planned separately, complete with diagrams and worksheets. The main menu diagram shows how all the submenus (and other services) are organized at the highest level. Standard 1.
Voice menus 5-13 Identifying and configuring the services that will be included in the voice menu Identifying and configuring the services that will be included in the voice menu Introduction Identify which actions invoke other services.
5-14 Voice menus Choosing a voice menu ID and title Choosing a voice menu ID and title Introduction The voice menu ID is a reference number that identifies the voice menu within the system. The voice menu title is more descriptive than the ID and allows the administrator to more easily identify the voice menu (for example, in Operational Measurements reports). ID requirements The ID must be unique among all other service definitions.
Voice menus 5-15 Identifying the revert DN Identifying the revert DN Introduction The revert DN is the phone number to which callers are transferred when they press 0. The revert DN can include special characters that serve particular functions, as explained below in “Revert DN maximum length.” A revert DN should be defined. If no revert DN is specified, callers hears the following message if they press 0: “That selection is not recognized. Please make another selection.
5-16 Voice menus Identifying the revert DN Allowable characters The following characters are acceptable: Character Function 0–9 Dialed digits # Dialed if present in the field * 3-second pause in dialing $ Formatting purposes only () Formatting purposes only _ Formatting purposes only (underscore) - Formatting purposes only (hyphen) spaces Formatting purposes only The formatting characters can be used to make the screen display easier to read.
Voice menus 5-17 Identifying necessary passwords Identifying necessary passwords Introduction Each voice menu can have two passwords: an access password and an update password. Both are optional. The access password Use an access password to restrict caller access to a voice menu.
5-18 Voice menus Scripting the voice menu greeting Scripting the voice menu greeting Introduction The voice menu greeting is the first prompt that callers hear when they are connected to a voice menu. Purpose of the greeting The purpose of this greeting is to do the following: • • • Example: menu greeting Identify your organization to let callers know where the call is being answered. Inform callers to wait on the line if they have a rotary phone.
Voice menus 5-19 Scripting the menu choices prompt Scripting the menu choices prompt Introduction The menu choices prompt explains the options that are available to the caller and solicits an action, after which the system waits for the caller to press a key. This prompt is played • • • • • Purpose of the menu choices prompt The purpose of this prompt is to do the following: • • Standard 1.
5-20 Voice menus Scripting the menu choices prompt - Example times out and transfers the caller to the revert DN that has been defined for the voice menu.) If this is not a first-level menu, this prompt should also inform callers that they can press <#> to return to the previous menu. The following is an example of a menu choices prompt: “To dial the extension of the person you want to speak to, press 1. To hear the latest weather report, press 2. To talk to the broadcaster, press 3.
Voice menus 5-21 Scripting the menu choices prompt Diagram This flowchart illustrates a possible call sequence to show you when the various menu prompts are played. Caller dials the voice menu access number. The voice menu greeting is played. The menu choices prompt is played. Caller presses * to listen to menu choices again. The caller makes a selection which connects him to a voice menu. The menu choices prompt for voice menu 2 is played. The caller presses #.
5-22 Voice menus Identifying whether silent disconnect is required Identifying whether silent disconnect is required Description When silent disconnect is enabled, the system “Good-bye” prompt is not played when a caller is disconnected from the voice menu. If your Meridian Mail system is a front end for call center applications, this allows voice menus to be integrated into the call center where high volumes of inbound calls are given a variety of treatments.
Voice menus 5-23 Identifying the language for system prompts (multilingual systems only) Identifying the language for system prompts (multilingual systems only) Description Standard 1.0 This is necessary only if more than one language is installed on the system. If this is the case, select the language in which all system prompts are to be played. (Note that this is not a translation of the voice menu prompts.
5-24 Voice menus Assigning a menu action to keys 1 to 9 Assigning a menu action to keys 1 to 9 Introduction Using your ordered list of menu items, identify the corresponding menu actions. For example, if callers are to press 1 to dial an extension, this is the thru-dial service. Therefore, in the voice menu definition, the thru-dial service must be assigned to key 1. If your voice menu has less than nine items, it is recommended that you assign an action to those numeric keys that are not used.
Voice menus 5-25 Assigning a menu action to keys 1 to 9 Example The following example shows the actions that are assigned to the nine keys of our sample voice menu.
5-26 Voice menus Assigning a menu action to keys 1 to 9 connected to a thru-dial service that is set up for dialing by number only. CL—Call If you want a call to be placed to a specific DN when a key is pressed, assign the call function to that key. Identify the calling number. Example: Callers are instructed to press <2> if they require technical support. When <2> is pressed, a call is placed to the customer support number (extension 2445).
Voice menus 5-27 Assigning a menu action to keys 1 to 9 TD—Time-of-day control If a time-of-day controller is associated with a key in a voice menu, the caller is routed to a particular service (as defined in the time-of-day control definition), depending on the day (holiday or non-holiday) and time of day (business hours or offhours). Identify the ID of the time-of-day controller. (If the time-of-day controller has not yet been configured, create it and assign a time-of-day control ID to it.
5-28 Voice menus Assigning a menu action to keys 1 to 9 2. When the key is pressed, the caller is prompted to enter a mailbox number. When a caller enters the extension, he or she hears the personal greeting of the mailbox owner and is prompted to leave a message after the tone. This type of service allows callers to leave messages directly in the mailbox of the person for whom the message is intended. The following fields may also appear when defining a DN for express messaging: • • Standard 1.
Voice menus 5-29 Assigning a menu action to keys 1 to 9 • The shortened DN is expanded out to the full System Addressing Length using the expansion digits in this field. The expansion digits in this example would be 598. When a caller specifies the DN 2339, it is expanded to 5982339. Enforce Prefix If expansion digits are used, you can also enable a feature called Enforce Prefix. If Enforce Prefix is implemented, callers will not be allowed to enter a DN that conflicts with the expansion digits.
5-30 Voice menus Assigning a menu action to keys 1 to 9 The greetings service allows callers to update their personal greeting using a simplified interface that requires no keypad input. The service simply prompts callers to speak at certain times to record a new greeting. Note: This service is primarily intended for users with rotary phones. However, rotary phone users cannot access it from a voice menu. Therefore, there must be a VSDN configured for this service in the VSDN table.
Voice menus 5-31 Assigning a menu action to keys 1 to 9 Possible actions if HVS is installed The following two actions can be included in a voice menu if Hospitality Voice Services (HVS) is installed (not available for Meridian Mail GP systems). HM—Hospitality messaging If Hospitality is installed, this option is available instead of Voice Messaging. It allows users in a hospitality system to log on to their mailboxes from a voice menu. Identify whether autologon should be enabled.
5-32 Voice menus Assigning a menu action to keys 1 to 9 planned and configured separately and then can be incorporated in voice menus. See the Fax on Demand Application Guide (NTP 555-7001-327) for information about creating fax items. Identify the ID of the fax item that is to be transmitted to callers. Example: Instead of providing directions to your office in the form of an announcement, you decide to draw a map and create a fax item out of it.
Voice menus 5-33 Assigning a menu action to keys 1 to 9 another choice.” Since this prompt is not very friendly and does not provide much information, it is generally recommended that you assign PP or RV to any extra (undefined) keys. PP—Play prompt If this action is associated with a menu key, a custom prompt (recorded by the administrator) is played. This allows you to create your own custom error messages and instruct the caller what to do if an invalid key was pressed.
5-34 Voice menus Assigning a menu action to keys 1 to 9 DS—Disconnect If this action is assigned to a menu key, the caller is disconnected from the current voice menu when that key is pressed. If Silent Disconnect is set to No, the caller hears a system prompt (“Good-bye”) before being disconnected. If Silent Disconnect is set to Yes, the caller is disconnected from the current voice menu without hearing the “Good-bye” prompt.
Voice menus 5-35 Assigning a menu action to keys 1 to 9 Summary of menu actions and related fields The following table summarizes the actions that you can assign to any one of the numeric keys (1 to 9). For each menu action, any required or optional fields (such as service IDs) are listed.
5-36 Voice menus Identifying the initial no response action Identifying the initial no response action Description In addition to defining an action for the keys 1 to 9, you must specify the action that should be taken if there is no initial response on the part of the caller within a certain amount of time. This amount of time is defined as the Command Entry timeout value in the Voice Services Profile.
Voice menus 5-37 Identifying the delayed response action Identifying the delayed response action Description A delayed response means that the caller is slow in responding to a prompt (by pressing a key on the telephone keypad). Delayed Response is different from Initial No Response, in that it is used only if the caller has already provided keypad input (therefore, it is known that the caller has a touch-tone phone), but is now delaying in providing subsequent input.
5-38 Voice menus Identifying how the voice menu will be accessed Identifying how the voice menu will be accessed Description Identify how the voice menu will be accessed by callers. A voice menu can be accessed in one of the following ways: • • • • • Standard 1.0 directly; the caller dials the VSDN of the voice menu. directly, as a call forward from a DN. indirectly, through another voice menu application. The published number connects the caller to a voice menu.
Voice menus 5-39 Identifying how the voice menu will be accessed Standard 1.
5-40 Voice menus Identifying how the voice menu will be accessed Standard 1.
Chapter 5 Voice menus Section B 5-41 Configuring voice menus In this section Standard 1.
5-42 Voice menus Overview of configuring a voice menu Overview of configuring a voice menu Introduction This section outlines the steps required to add a voice menu service. Refer to your Voice Menu Definition Worksheet as you follow the procedures in this section. Process for adding a voice menu service Adding a voice menu service involves the following steps: Voice Menu Definitions screen 1. Add a new voice menu definition. 2. Record the voice menu greeting and menu choices prompts. 3.
Voice menus 5-43 Overview of configuring a voice menu Starting points for procedures On multi-customer systems, customer administration screens are invoked from the Customer Administration menu. Therefore, the starting point for some procedures refer to both the Main Menu (applicable to single-customer systems) and the Customer Administration menu (applicable to multi-customer systems). ATTENTION Do not perform voice services administration during the nightly DR audit. At 3:30 a.m.
5-44 Voice menus The Voice Menu Definitions data menu The Voice Menu Definitions data menu Introduction The Voice Menu Definitions data menu lists all the configured voice menus on the system. From this screen, you can also do the following: • • • The screen Standard 1.
Voice menus 5-45 The Voice Menu Definitions data menu Procedure: Accessing To access the Voice Menu Definitions data menu, follow these the screen steps. Starting Point: The Main menu or the Customer Administration menu (on multi-customer systems) Step Action 1 Select Voice Administration. Result: The Voice Administration menu is displayed. 2 Select Voice Services Administration. Result: The Voice Services Administration menu is displayed. 3 Select Voice Menu Definitions.
5-46 Voice menus Adding a voice menu Adding a voice menu Introduction Procedure This section and the sections that follow describe how to create a new voice menu service. This process involves the following steps: 1. Add a new voice menu definition. 2. Record the necessary greetings and prompts. 3. Make the voice menu accessible. 4. Test the voice menu. Adding a voice menu definition requires that you input the information from the Voice Menu Definition Worksheet into the Meridian Mail system.
Voice menus 5-47 Adding a voice menu The screen Standard 1.0 The following is an example of the Add a Voice Menu Definition screen.
5-48 Voice menus Adding a voice menu Standard 1.
Voice menus 5-49 Adding a voice menu Field descriptions The following fields appear in the Add a Voice Menu Definition screen. Voice Menu ID Description The voice menu ID must be a unique number. Title Description The voice menu title should indicate what the voice menu does. Revert DN Description The DN to which callers are transferred under particular circumstances. Access Password Description The access password restricts access to the voice menu service.
5-50 Voice menus Adding a voice menu Greeting Recorded (Voice) Description This read-only field shows whether the voice menu greeting has been recorded. You can add a voice menu greeting by selecting the [Voice] softkey while your cursor is positioned in this field. For details, see “Recording the voice menu greeting, menu choices prompt, and play prompts” on page 5-51. Menu Choices Recorded (Voice) Description This read-only field shows if the menu choices have been recorded.
Voice menus 5-51 Recording the voice menu greeting, menu choices prompt, and play prompts Recording the voice menu greeting, menu choices prompt, and play prompts Introduction The menu greeting and the menu choices prompt can be recorded in one of two ways: from the administration terminal using the [Voice], or from a remote DTMF telephone set using the voice prompt maintenance service.
5-52 Voice menus Recording the voice menu greeting, menu choices prompt, and play prompts Step Action 4 Pick up the telephone handset. Result: The following recording softkeys are displayed. 5 Press the [Record] softkey. Result: A beep sounds when it is OK to record. 6 At the sound of the beep record the prompt. When finished recording, press the [Stop] softkey. Result: The following softkeys are redisplayed.
Voice menus 5-53 Making the voice menu accessible Making the voice menu accessible Introduction You can make a voice menu accessible to callers in one of three ways: • • • direct access indirect access through another voice menu indirect access through a time-of-day controller Direct access Callers access the voice menu by dialing a special DN that connects them directly to the voice menu.
5-54 Voice menus Making the voice menu accessible Step Action 2 Press the [Add] softkey. Result: The Add DN Information screen appears. 3 Enter the Access DN. This is the number that callers dials to access the voice menu. Get the DN from your switch administrator, or print the directory number block (DNB) at the switch to obtain an unused DN. Note: The Access DN cannot match a mailbox number. 4 Enter MS in the Service field. Result: An additional field, Voice Menu ID, is displayed.
Voice menus 5-55 Making the voice menu accessible Indirect access through another voice menu Callers dial the DN of the first-level voice menu. The menu you are creating is a menu action (a submenu) of the main menu and is accessed when the caller presses the appropriate key. The VSDN of the main menu is entered in the VSDN table since the submenu is accessed from the main menu.
5-56 Voice menus Testing the voice menu Testing the voice menu Introduction Standard 1.0 Call the menu service (or time-of-day controller) VSDN and test every menu action. Have your diagram and worksheet in front of you to verify that the correct actions are taken. For items that do not work, return to the definition screen and correct the mistake. If, for example, the wrong service is accessed, you probably entered the wrong service ID in the voice menu definition.
Voice menus 5-57 Creating personal voice menus Creating personal voice menus Introduction Voice menus can be created specially for particular users who require more options than the standard call answering options that are presented to callers (to leave a message or press 0 for assistance). These are known as personal voice menus. Discuss with your user the various actions that are required and determine an appropriate design. The user’s DN is entered as a voice service DN in the VSDN table.
5-58 Voice menus Creating personal voice menus Standard 1.
Voice menus Section C 5-59 Modifying or deleting a voice menu In this section Standard 1.
5-60 Voice menus Overview of modifying or deleting a voice menu Overview of modifying or deleting a voice menu Introduction This section provides procedures for modifying and deleting voice menus. Multi-customer administration On multi-customer systems, you can modify and delete voice menus at either the system or customer administration level. Standard 1.
Voice menus 5-61 Modifying a voice menu Modifying a voice menu Introduction While a voice menu is being updated, the old version of the voice menu is still played to callers. The new version takes effect when the updated voice menu has been saved. Tip: Modifying the recorded greeting and prompts You can modify the recorded greeting and prompts from any touch-tone phone using the Voice Prompt Maintenance service. See Chapter 9, "Voice prompt maintenance and remote activation".
5-62 Voice menus Modifying a voice menu Step Action 4 Press the [View/Modify] softkey. Result: The View/Modify a Voice Menu Definition screen is displayed. For a description of the fields in this screen, see “Field descriptions” on page 5-49. 5 Modify the voice menu definition as required. 6 Modify the voice recording if required. See the procedure in “Recording the voice menu greeting, menu choices prompt, and play prompts” on page 5-51.
Voice menus 5-63 Deleting a voice menu Deleting a voice menu Introduction Voice menus are deleted from the Delete a Voice Menu Definition screen. The fields in this screen are read-only. If the voice menu is being modified through the voice prompt maintenance service, you cannot delete the voice menu until it has been saved.
5-64 Voice menus Deleting a voice menu Step Action 4 Press the [Delete] softkey. Result: The voice menu definition is displayed under the heading Delete a Voice Menu Definition, and new softkeys are displayed. This screen is displayed so that you can see which voice menu definition you have selected to delete. 5 Review the voice menu definition to make sure you are deleting the right voice menu.
Chapter 6 Automated attendants In this chapter Overview 6-2 Basic automated attendant 6-3 Automated attendant with menu choices 6-6 Announcement-only automated attendant 6-11 Leave-a-message auto attendant 6-13 Time-of-day controlled automated attendant 6-17 Nested time-of-day controls 6-19 Mixed live and automated attendants 6-22
6-2 Automated attendants Overview Overview Introduction An automated attendant is a service that automatically answers calls within a predefined number of rings, with no assistance from a live attendant (operator). It then allows callers to reach an extension by prompting the caller to enter the extension number or name, or it offers other services such as announcements or voice menus choices.
Automated attendants 6-3 Basic automated attendant Basic automated attendant Introduction The most basic automated attendant uses only the thru-dial service. When a caller reaches the basic automated attendant, a prompt for the extension number or name is played. The caller then enters the number or name and the call is placed. If the caller does nothing, the call is routed to a live attendant.
6-4 Automated attendants Basic automated attendant 5. Only internal extensions are permitted—no off-switch calls are allowed (the existing OnSwitch restriction/permission set is applied to the thru-dial service). 6. The thru-dial greeting is as follows: “Thank you for calling Peer Enterprises. If you would like to speak to the receptionist, or if you have a rotary-dial phone, please wait on the line and someone will be with you shortly.
Automated attendants 6-5 Basic automated attendant Example The following flowchart shows the call sequence for this basic automated attendant. Caller dials main number to Peer Enterprises. Call terminates on a dummy ACD queue (or hunt group). Call is forwarded to the Prime Voice Messaging Queue. Call is sent to the VSDN table. VSDN TABLE DN 1001 SERVICE TS ID 100 COMMENT Internal only Call is sent to the Thru-Dial Service (with the ID 100).
6-6 Automated attendants Automated attendant with menu choices Automated attendant with menu choices Introduction This version of an automated attendant can be configured to let callers choose to be routed to predefined numbers rather than enter an extension number or name. This type of automated attendant is useful for organizations that have people or departments receiving a high volume of calls.
Automated attendants 6-7 Automated attendant with menu choices Example Nadir International receives many calls for sales representatives and for product servicing. Because a large percentage of callers are first-time callers, they are not familiar with people’s names or extensions.
6-8 Automated attendants Automated attendant with menu choices 2. Menu choices prompt “To talk to a sales representative, press 1. To talk to a customer service representative, press 2. To dial the extension number or name of the person you would like to reach, press 3. If you need assistance, press 0.” 3. Key 1 Key 1 is set up to call the sales representative. The action is Call (CL) and the number is the extension number (4389) of the sales representative. 4.
Automated attendants 6-9 Automated attendant with menu choices “Please enter a number from 1 to 3 on your telephone keypad. To hear the menu choices again, press star. If you require assistance, please press 0.” Since the caller has provided keypad input, you know that the caller has a touch-tone phone. 9. The receptionist’s number is used as the revert DN in case callers require assistance. 10. No access password is required since all callers must be able to access the service. 11.
6-10 Automated attendants Automated attendant with menu choices Flowchart showing setup This flowchart shows the path a call takes when accessing an automated attendant with menu choices. Caller dials main number to Nadir International. Call terminates on a dummy ACD queue (or hunt group). Call is forwarded to the Prime Voice Messaging Queue. Call is sent to the VSDN table. DN 1001 VSDN TABLE COMMENT SERVICE Nadir main menu MS ID 200 Call is sent to the voice menu service. KEY 1 Call Ext.
Automated attendants 6-11 Announcement-only automated attendant Announcement-only automated attendant Introduction The announcement-only automated attendant plays a single recorded announcement to the caller. The caller’s options are to listen to the announcement and hang up, or dial 0 for assistance (if a revert DN is defined for the announcement). Example Nadir International shuts down completely after hours so that there is no one there to take calls.
6-12 Automated attendants Announcement-only automated attendant Flowchart showing setup This flowchart shows the path a call takes when accessing an announcement-only automated attendant. Employee calls the printer hotline number. Call terminates on a dummy ACD queue (or a line DN). Call is forwarded to the Prime Voice Messaging Queue. Call is sent to the VSDN table. VSDN TABLE DN 5500 SERVICE AS ID 409 COMMENT Printer Hotline Call is sent to the Announcement Service.
Automated attendants 6-13 Leave-a-message auto attendant Leave-a-message auto attendant Introduction This type of automated attendant is similar to the announcement-only type, except that it allows callers to leave messages for persons they are trying to reach. Like announcement-only, it is used as an after-hours attendant. Example As with Nadir International in the previous example, the Orlando Trust Company shuts down during off-hours and there is no one to answer calls.
6-14 Automated attendants Leave-a-message auto attendant long enough to hear these instructions if you include it in the menu greeting. (As soon as the caller hears “press 2,” the caller may not wait for additional information and will press 2 right away.) If you provide these instructions after the caller has pressed 2, he or she will be sure to hear them. 2. Menu Choices Prompt “To leave a message for someone whose extension you know, press 1.
Automated attendants 6-15 Leave-a-message auto attendant 7. Delayed Response If a caller has provided keypad input but is now delaying in providing a subsequent response, the following prompt (PP) is played: “Please press 1 or 2 on your telephone keypad to make a choice. To hear the menu choices again, press star.” 8. No access password is required since all callers must be able to access the service. 9.
6-16 Automated attendants Leave-a-message auto attendant Flowchart showing setup This flowchart shows the path a call takes when accessing a leave-a-message style automated attendant. Caller dials main number to the Orlando Trust Company (after-hours night service). Call terminates on a dummy ACD queue (or hunt group). Call is forwarded to the Prime Voice Messaging Queue. Call is sent to the VSDN table.
Automated attendants 6-17 Time-of-day controlled automated attendant Time-of-day controlled automated attendant Introduction An organization may decide that different automated attendants are required at different times of the day. For example, an automated attendant offering menu choices during the day would be appropriate, but at night when there is no one in the office, an announcement-only attendant would be better. This situation can be handled through time-of-day controls.
6-18 Automated attendants Time-of-day controlled automated attendant Flowchart showing setup This flowchart shows the path a call would take in this example. Caller dials main number to Nadir International (NXX-2000). Call terminates on a dummy ACD queue (or hunt group). Call is forwarded to the Prime Voice Messaging Queue. Call is sent to the VSDN table.
Automated attendants 6-19 Nested time-of-day controls Nested time-of-day controls Introduction If you have a single facility (for example, a single DID queue) serving multiple departments with different business hours, you can nest several time-of-day controllers in order to meet the needs of all departments. Example Burroughs and Bowles Inc. has four departments with different business hours, and they are all served by a single DID queue. Department A’s business hours are between 8:00 a.m.
6-20 Automated attendants Nested time-of-day controls Setup You must program a separate time-of-day control for each department. In this example, you end up with four different time-of-day controls. For each time-of-day control, configure the following: 1. Business-Hours Service ID Menu service ID for the department 2. Off-Hours Service ID Time-of-Day Control ID of the following department 3. Holiday Service ID Announcement-only service ID.
Automated attendants 6-21 Nested time-of-day controls Flowchart showing setup This flowchart shows the path a call would take in this example. Caller dials published number (NPA)-NXX-2000. Call terminates on a dummy ACD queue (or line DN) 2000. Call is forwarded to the Prime Voice Messaging Queue.
6-22 Automated attendants Mixed live and automated attendants Mixed live and automated attendants Introduction When an organization has a receptionist, an automated attendant is useful for handling overflow calls and for handling calls when the receptionist is unavailable (after hours, lunch breaks, and so on). Example The Orlando Trust Company has a receptionist available; however, during peak periods, she is sometimes unable to answer all calls. At night, no one is in the office.
Automated attendants 6-23 Mixed live and automated attendants Flowchart showing setup This flowchart shows the path a call would take in this example. Caller dials main number to the Orlando Trust Co. (NXX-2000) Call terminates on attendant console. Call is sent to DN 2000 due to overflow or by night service. Call is forwarded to the Prime Voice Messaging Queue. Call is sent to the VSDN table.
6-24 Automated attendants Mixed live and automated attendants Standard 1.
Chapter 7 Voice forms In this chapter Overview 7-2 Using voice forms 7-5 System engineering 7-7 Application scenarios 7-9 Section A: Planning a voice form 7-11 Section B: Configuring a voice form 7-51 Section C: Modifying or deleting voice forms 7-79 Section D: Monitoring and transcribing voice forms 7-97
7-2 Voice forms Overview Overview Introduction This chapter discusses how to plan, create, and maintain voice forms. Multi-customer systems On a multi-customer system, the Voice Forms service is accessible only from the customer administration level. Adding, modifying, and deleting voice forms must be done at the customer administration level. Definition: voice form A voice form is the electronic equivalent of a paper form.
Voice forms 7-3 Overview • • • customer satisfaction surveys registrations for a convention ordering tickets to an event You might use a voice form to collect the following types of information from your employees: • • • • • • notification of change of address suggestion box nominating employee of the month application for benefits registration for company picnic employee surveys Voice forms can enhance your organization’s ability to reach customers, potential clients, and employees by making service
7-4 Voice forms Overview Example: Typical voice form The following is an example of the structure of a typical voice form. Caller connects to voice form. Introductory greeting. General instructions. Ask for callers name. Caller records name. Ask for address and phone number. Caller records address and phone number. Ask for credit card information. Caller records credit card information. Ask for catalog item # and quantity. Caller records catalog item and quantity desired.
Voice forms 7-5 Using voice forms Using voice forms Introduction The use and implementation of a voice form has three principal stages: 1. The voice form is planned, designed, and configured. 2. Customers, potential clients, or employees call the voice form to provide the necessary information. 3. The information collected by the voice form is transcribed and processed.
7-6 Voice forms Using voice forms The transcriber When a caller completes a voice form and hangs up, the caller’s response is stored in Meridian Mail. It is the transcriber’s responsibility to listen to the caller’s response and process the information. You may even have an entire department of transcribers who are dedicated to transcribing voice forms. Transcribers should be trained by the administrator and have access to the Meridian Mail Voice Forms Transcriber User Guide (P0875902).
Voice forms 7-7 System engineering System engineering Introduction Before you configure any voice forms on your system, you have to consider whether your current system configuration is capable of supporting this feature. Determining system size Review your system size and configuration with a qualified engineer. This is especially important if you are also using voice menus, because both voice menus and voice forms take a significant portion of storage space.
7-8 Voice forms System engineering If the system becomes full while you are in the process of creating voice forms (or menus, or both), contact your Nortel support organization. They will probably have to reassign your menus and forms to another volume. Standard 1.
Voice forms 7-9 Application scenarios Application scenarios Introduction A voice form can be a stand-alone application that a caller dials directly, or it can be part of a larger voice menu application in which it is one of many menu options. The following scenarios are intended to give you an idea of how voice forms can be used. You may already have some ideas of your own about how you would like to implement voice forms in your organization.
7-10 Voice forms Application scenarios day after several new ads appear in the newspapers, and potential applicants get frustrated when they cannot get through to staff. The department wants to receive information from all interested applicants and would like to get more detailed information from applicants before calling back. You could help solve this problem by creating an automated attendant.
Voice forms Section A 7-11 Planning a voice form In this section Standard 1.
7-12 Voice forms Overview of planning a voice form Overview of planning a voice form Introduction Even the simplest of voice forms requires some planning before it can be configured. Be sure to plan the voice form on paper first. You should have a good overall picture of how the voice form will work before you begin to configure it. Process for planning a 1. voice form service Identify the need for a voice form application. 2. If a paper form already exists, obtain a copy. If not, draw a copy of it.
Voice forms 7-13 Overview of planning a voice form create a professional-sounding application because they will take care to ensure a high standard and consistency in the style and tone in which prompts are written. They will also have contacts with professionals who have been trained in speaking (such as actors). Smaller applications (and those that are internal to the organization, such as staff surveys) can probably be scripted by the administrator.
7-14 Voice forms Identifying whether a voice form application is required Identifying whether a voice form application is required Introduction The first step in creating a voice form application is recognizing the need for one. Use the following guidelines to determine where information-gathering needs can be met with voice forms. 1.
Voice forms 7-15 Identifying whether a voice form application is required be more convenient for your customers? If information is gathered over the phone, could a voice form do the job as well or better? Also, look at how the collected information is currently processed. For example, is the information transferred to a database? Being aware of these issues will help you identify how the transcription process might work. You may need to design the voice form to support this process.
7-16 Voice forms Obtaining or drawing a copy of the form Obtaining or drawing a copy of the form If you are going to create a voice form to replace a paper form, get a copy of the form. If there is no existing paper form, imagine what it would be like and draw a copy for yourself. This will give you a good starting point for the design process. Introduction For longer, more complex forms, group together similar questions.
Voice forms 7-17 Flowcharting the application Flowcharting the application Introduction Get your notepad and a copy of the Voice Form Sequence Worksheet. In this step, you will take the written form and either draw a flowchart or simply put it into a numbered sequence or list. You will use your list to verify whether the order is sound and logical, and to spot any “information holes” (did you forget to ask a question or provide an instruction to the caller?).
7-18 Voice forms Flowcharting the application None If you select None, callers are not asked to confirm any of their answers. Whole Form If you select Whole Form, callers are asked to confirm their answers when the confirmation marker is reached. When you select Whole Form as the confirmation mode, it does not mean that callers will automatically be asked to confirm each question in the voice form. The confirmation mode simply indicates where confirmation should occur.
Voice forms 7-19 Flowcharting the application each question. You decide which specific questions are to be included in the confirmation process when you are defining the particular fields. This is described in detail later on. If you select At Each Field as the confirmation mode, and a caller has just answered a question that is marked for confirmation, the caller hears the following: “Your answer will now be played back to you so that you can confirm it.
7-20 Voice forms Flowcharting the application for each field that needs to be confirmed. However, you will not be able to play the caller’s initial answer back. Your prompt should say something like: “If the new address you provided was correct, say YES. If not, please tell us the correct address.” Note: Solution 1 is a very laborious process. Solution 2 is recommended. Solution 2: At the end of the form, insert a single step that allows callers to correct any of their answers.
Voice forms 7-21 Flowcharting the application • • Create a list of steps Callers dial into a voice menu service. One of the options in the voice menu connects the caller to the voice form when selected. If you have a number of voice forms to be made available, you may be able to group some of them together and create a voice menu application as a front end. (For example, “To order Product A, press 1. To order Product B, press 2.
7-22 Voice forms Flowcharting the application 3. requests are examples of Voice Answer fields. They require the caller to respond. (See“Composing greetings, prompts, and instructions” on page 7-25 for more information about the types of greetings and instructions you may have to include in your voice form.) For each No Answer field, make a copy of the No Answer Field Worksheet. For each Voice Answer field, make a copy of the Voice Answer Field Worksheet.
Voice forms 7-23 Flowcharting the application Prompt (Field Name) Answer? Confirm? 1 Welcome no 2 General instructions no 3 Date of address change yes no 4 Name yes no 5 Social insurance number yes no 6 Old street address, city, province, postal code yes no 7 Old telephone number (and area code) yes no 8 New street address, city, province, postal code yes yes 9 New telephone number (and area code) yes yes 10 Caller confirms new address and phone number no* 11 Than
7-24 Voice forms Flowcharting the application Flowchart If you prefer to follow the structure of an application by using a flowchart, refer to this sample flowchart. In this example, ovals represent prompts and rectangles represent points of confirmation. Caller connects to voice form. Welcome. General instructions. Get date that change goes into effect. Get name. Get social insurance number. Get old address, apt., city, prov/state, postal/zip code. Get old telephone #. Get new address, apt.
Voice forms 7-25 Composing greetings, prompts, and instructions Composing greetings, prompts, and instructions Introduction When using a voice form, callers cannot see the instructions or blank spaces as they can with a paper form. Therefore, these elements need to be provided verbally. Ask yourself what the caller needs to know in order to fill in the form.
7-26 Voice forms Composing greetings, prompts, and instructions disconnection) is carried out immediately. This makes it faster for callers to complete a form since they do not have to wait until the time specified in the Answer Length Limit field has expired. Appropriate wording would be “After answering a question, press number sign to stop recording. You will either be presented with the next question or asked to confirm your answer.
Voice forms 7-27 Composing greetings, prompts, and instructions Information required on-hand Will you be asking for any information that the caller may not have on hand? For example, if you require a bank account number, the caller may not have this information handy and may have to look for it. If you suspect that callers may not have all of the necessary information on hand, include a prompt at the beginning of the voice form to point out the information they will need to complete the voice form.
7-28 Voice forms Composing greetings, prompts, and instructions General guidelines for creating instructional prompts You can combine all necessary instructions into one single announcement. When a number of these prompts are played back one after the other, the only silence that separates them is any silence that was recorded along with the prompt itself.
Voice forms 7-29 Composing greetings, prompts, and instructions Testing your sequence When you have finished, the best way to see if your entire form works is to read each individual script aloud to someone. As you do so, write down the responses. Do not let the person responding to the form see the scripts or your copy of the written form. Ask your colleague for feedback on the flow of the form and the instructions/prompts.
7-30 Voice forms Identifying how transcribers will be notified—overview Identifying how transcribers will be notified—overview Introduction The Voice Forms feature offers the following methods for notifying transcribers that a response has been recorded for a voice form: • • • Turn on the MWI on a specified phone when a new response is recorded.
Voice forms 7-31 MWI notification MWI notification Introduction This section discusses the MWI method for notifying transcribers. MWI method for new responses Use the MWI method if the transcriber is not a voice messaging user. When this method is used, the MWI of a specified phone is turned on when a response is recorded for a voice form. However, if untranscribed responses already exist for the voice form, then the MWI is not turned back on.
7-32 Voice forms MWI notification MWI will be turned on at the appropriate phone based on whether the voice form response is new or “special.” Requirements for the MWI method The paragraphs that follow discuss requirements for transcribing voice forms based on the number of voice forms and the number of transcribers. One form with multiple transcribers If more than one person will be transcribing the same form, a central telephone can be installed, allowing everyone to see the message waiting indicator.
Voice forms 7-33 MWI notification Identify the new responses SMDI link name (for MSM or GP) This is necessary only for MSM or Modular GP systems. This is the name of the simplified message desk interface link in the hardware database which should be used for setting the MWI for new responses. Check the SMDI data port screen using Hardware Administration to determine the setting. Identify the special responses SMDI link name (for MSM or GP) This is necessary only for MSM or Modular GP systems.
7-34 Voice forms Notification by voice message Notification by voice message Introduction This section discusses the notification message method for notifying transcribers. Notification message method If the transcriber is a voice messaging user, then use the notification message method. When this method is used, a notification message is sent to a specified mailbox when a response is recorded for a voice form.
Voice forms 7-35 Notification by voice message If the transcriber does not want to receive notification for every voice mail received, you can do the following: Worksheet 1. In the Voice Form Definition Worksheet, specify that the notification message should be tagged as urgent. 2. Set up the remote notification to notify the transcriber only when urgent voice mail is received.
7-36 Voice forms If no method of notification is used If no method of notification is used Introduction If you use neither the MWI method nor the notification message method, then transcribers need to check the voice forms on a regular basis to check for new responses. Scenario If you cannot provide separate telephone sets to your transcribers or simply find it too unwieldy, an alternative solution is to assign a number of transcribers to a specific group of voice forms.
Voice forms 7-37 Identifying the general characteristics of the form Identifying the general characteristics of the form Introduction For each voice form that you create, fill out a Voice Form Definition Worksheet to define the general characteristics of the voice form application. There is a blank copy of this worksheet in Appendix A, “Worksheets.” Voice form characteristics can be classified into three groups: general form characteristics, caller characteristics, and transcriber characteristics.
7-38 Voice forms Identifying the general characteristics of the form Come up with some sort of numbering scheme so that when you look at an ID, you know that it belongs to a voice form. For example, if all of your voice menus are numbered 333xxx, you may want to number your voice forms 444xxx. Choose a title Choose a title for the voice form. Ensure that it is descriptive enough of the form’s purpose to allow you to easily recognize which voice form application you are dealing with.
Voice forms 7-39 Identifying the general characteristics of the form situation, you could enter 100 as the maximum value so that only the first 100 caller responses are recorded. Identify the overflow handling DN This DN is used when the maximum number of untranscribed responses is reached. If the limit has been reached or surpassed, callers who try to access the voice form are transferred to the overflow handling DN.
7-40 Voice forms Identifying the general characteristics of the form Stop If this option is selected, the voice form stops playback after each answer is played. The transcriber must use the Play or Skip Forward command to go to the next answer. Delay This delay is specified in deciseconds. If this option is selected, playback pauses for the amount of time you have specified. The system then automatically resumes playback and goes on to the next answer. A decisecond equals one tenth (1/10th) of a second.
Voice forms 7-41 Identifying the general characteristics of the form voice form. You should, therefore, have already chosen your confirmation mode. Identify the default revert DN This is the DN to which callers are transferred if there is a problem accessing the voice form or if they explicitly ask to be transferred to an attendant by pressing 0. The DN may be from 1 to 30 characters in length using the following characters: 0–9, #, *, (,), -, _, $ (however, the DN cannot start with $).
7-42 Voice forms Defining No Answer fields Defining No Answer fields Introduction This section describes the parameters that have to be configured for No Answer fields. You fill out one No Answer Field Worksheet per field (see the following). As you fill out these worksheets, keep the Voice Form Definition Worksheet next to you as you will probably refer to it several times. Assign a name to the field Choose a name for the field.
Voice forms 7-43 Defining No Answer fields Determine whether the If the caller hangs up while listening to this field prompt, should response should be the system save the response (all of the answers recorded so far, saved if the caller if any) or discard it? hangs up This should be given some consideration. If you want to be informed of all calls made to the voice form (complete and incomplete), set this field to Yes for all fields in the voice form.
7-44 Voice forms Defining Voice Answer fields Defining Voice Answer fields Introduction This section describes the parameters that have to be configured for Voice Answer fields. You fill out one Voice Answer Field Worksheet per field. As you fill out these worksheets, keep the Voice Form Definition Worksheet next to you as you will probably refer to it several times. Assign a name to the field Choose a name for the field.
Voice forms 7-45 Defining Voice Answer fields forms or a transcriber if he or she is usually situated at his or her telephone set. Disconnect If this option is selected, the call is disconnected if the caller does not record an answer. The system plays “Goodbye” before disconnecting. (Do not mistake this with the Action After Field disconnect.
7-46 Voice forms Defining Voice Answer fields the silence until the maximum answer length limit has been reached. It is generally recommended that you do not record silence for two reasons: 1. Rotary phone users cannot press # (number sign) to go to the next question. This means that they have to wait a considerable amount of time between their recorded answer and the next question. 2.
Voice forms 7-47 Defining Voice Answer fields Determine whether the If the caller hangs up while listening to this field prompt, should response should be the system save the response (all of the answers recorded so far, saved if the caller if any) or discard it? hangs up This should be given some consideration. If you want to be informed of all calls made to the voice form (complete and incomplete), set this field to Yes for all fields in the voice form.
7-48 Voice forms Identifying the service through which the voice form will be accessed Identifying the service through which the voice form will be accessed Introduction Decide how the voice form will be accessed by callers. A voice form can be accessed in one of three ways: • • • Directly The caller dials a DN that has been dedicated to the voice form and is immediately connected to the voice form application. The VSDN of the voice form is the published number.
Voice forms 7-49 Identifying the transcription service DN Identifying the transcription service DN Introduction Once you have completed your first voice form, you will have to define a VSDN for the transcription service. To transcribe a form, you must first access the transcription service, much like you access voice messaging to retrieve voice messages. You can either configure one generic transcription service, or you can create a number of transcription services.
7-50 Voice forms Identifying the transcription service DN Standard 1.
Chapter 7 Voice forms Section B 7-51 Configuring a voice form In this section Standard 1.
7-52 Voice forms Overview of configuring a voice form Overview of configuring a voice form Introduction With the planning phase behind you, the majority of your work is already done. The worksheets that you completed are outlines of the Meridian Mail administration screens you will be using to configure your voice form application. Now it is just a matter of copying the data in your worksheets directly into the system, recording the prompts you have scripted, and testing the service.
Voice forms 7-53 Overview of configuring a voice form Record after the fields are defined This is the recommended procedure for lengthy or complex applications. It can take quite a while just to define the fields which tends to break up the flow of the recordings. By having 90 percent of the configuration process complete before you record, you (and the speaker) can totally focus on the recording process, and the recording can be done in one session.
7-54 Voice forms Guidelines for configuring voice forms Guidelines for configuring voice forms Introduction The following steps are necessary to configure a voice form in Meridian Mail. 1. Add a new voice form definition. If there is an existing voice form on your system that is similar to the form you want to create, consider copying the existing voice form and then modifying any fields or recordings as required. For details, see “Copying a voice form definition” page 7-91. 2. Insert new fields. 3.
Voice forms 7-55 Guidelines for configuring voice forms ATTENTION Do not perform voice services administration during the nightly DR audit. At 3:30 a.m. every day, an audit of the DR directory is performed. Do not add, modify, or delete voice form definitions during this audit.
7-56 Voice forms The Voice Forms definitions data menu The Voice Forms definitions data menu Introduction The Voice Form Definitions data menu lists all the configured voice forms on the system.
Voice forms 7-57 The Voice Forms definitions data menu A voice form application cannot be used if there are incomplete recordings. You may have to check the Voice Forms definitions screen from time to time to verify the forms that are loaded, as well as to check which forms are incomplete and, therefore, nonfunctional. Accessing the screen To access the Voice Forms definitions data menu, follow these steps.
7-58 Voice forms Adding a new voice form definition Adding a new voice form definition Introduction If you are creating your first voice form, or if the required application is significantly different from other existing voice form applications, you will need to add a new voice form definition. If the voice form is similar to an existing voice form, consider copying an existing voice form and then modifying it. See “Copying a voice form definition” on page 7-91.
Voice forms 7-59 Adding a new voice form definition Step Action 3 Press [Add New Form]. Result: The Add a Voice Form Definition screen is displayed. See the screen example starting on page 7-59. The screen Standard 1.0 4 Fill in the screen using the information recorded on your Voice Form Definition Worksheet. 5 To define the voice form fields, continue with the procedure in “Inserting a new field” on page 7-61.
7-60 Voice forms Adding a new voice form definition Standard 1.
Voice forms 7-61 Inserting a new field Inserting a new field Introduction This section describes how to add fields to a voice form. Worksheets You will need the New Field Worksheets for No Answer Fields and the New Field Worksheets for Voice Answer Fields that you filled out while planning your voice form. You will have one worksheet per field. Simply enter the values from these worksheets into the Insert a New Field screen. Note: You can define up to 150 fields for a single voice form application.
7-62 Voice forms Inserting a new field Step Action If some fields have been defined already, the message at the bottom of the screen and the softkeys change as follows. 2 If this is the first field to be added to the voice form, go to step 2a. For subsequent fields, go to step 2b. a. Position the cursor on the marker (if it is present). If there is no marker, position the cursor on the marker. b.
Voice forms 7-63 Inserting a new field Step Action 5 Select the Field Type. Result: Your selection will affect the screen display. If you select [No-Answer], the Insert New Field screen appears as follows. Result: If you select [Voice-Answer], the Insert New Field screen will appear as follows. 6 Standard 1.0 Fill in the required information (according to your New Field worksheets).
7-64 Voice forms Inserting a new field Step Action 7 For Voice Answer fields, record the field names and field prompts. For instructions, see “Recording field names and field prompts” page 7-67. Notes: 1. If you are using a professional to record the prompt, or if this is a long voice form and you want to record all prompts in one session, this step can be done later.
Voice forms 7-65 Inserting a new field Field descriptions for the List of Fields screen The following read-only fields are displayed on the List of Fields screen. Title Description This serves to remind you of the voice form definition you have selected to modify. Field Name Description This is the name of the existing field. Type Description This field indicates whether an answer is expected for the field. There are, therefore, two types of fields: • No Answer fields play only a prompt.
7-66 Voice forms Inserting a new field Name Rec. Description This field indicates whether a recording of the field name has been made. Only Voice Answer fields can have field names recorded. This name is announced to callers during confirmation and to transcribers during transcription. Modified Description Markers An asterisk (*) in this field indicates that the field has been modified at any time since this voice form has been opened for editing. Two markers can appear in the Type field.
Voice forms 7-67 Recording field names and field prompts Recording field names and field prompts Introduction For each Voice Answer field in the form, you must record both a field name and a field prompt. For each No Answer field, you only need to record a field prompt. The field name is played to transcribers during transcription if the Field Name is used as the field separator. It is also played to callers during Whole Form confirmation. You can record the field name as you define each field.
7-68 Voice forms Recording field names and field prompts Step Action 6 At the sound of the beep, record the prompt or greeting. When finished recording, press the [Stop] softkey. Result: The following softkeys are redisplayed. Note: The recording stops automatically if you exceed the Maximum Prompt Size or the Record Time-out set in the Voice Services Profile. 7 To review or rerecord the prompt, go to step 7a.
Voice forms 7-69 Saving the voice form definition Saving the voice form definition Introduction Follow the procedure in this section to save the voice form when you are finished adding or modifying fields for this session. If the confirmation mode is Whole Form, make sure the marker is positioned correctly. Procedure To save the voice form definition, follow these steps. Starting Point: The List of Fields screen Step Action 1 Press [Close Fields].
7-70 Voice forms Making the voice form accessible Making the voice form accessible Introduction Once a voice form has been created, it can be made accessible for testing and for callers in one of three ways: • • • direct access indirect access through a voice menu indirect access through a time-of-day controller Direct access Callers access the form by dialing a special DN that connects them directly to the voice form.
Voice forms 7-71 Making the voice form accessible Step Action 2 Press the [Add] softkey. Result: The Add DN Information screen appears. 3 Enter the Access DN. This is the number that callers dial to access the voice form. Get the DN from your switch administrator, or print the directory number block (DNB) at the switch to obtain an unused DN. Note: The Access DN cannot match a mailbox number. 4 Enter VF in the Service field. Result: An additional field, Voice Form ID, is displayed.
7-72 Voice forms Making the voice form accessible Indirect access through a time-of-day controller You can set up a time-of-day controller that directs calls to a voice form. Set up the voice form first. Then create a new time-of-day controller, or modify an existing one, to direct calls to the voice form. For instructions on planning and creating a time-of-day controller, see Chapter 8, "Time-of-day controllers". Standard 1.
Voice forms 7-73 Defining a VSDN for the transcription service Defining a VSDN for the transcription service Introduction After you have created your first voice form application, define a DN for the transcription service in the VSDN table. You can have one generic transcription service that is used by all transcribers to log on to all voice forms. Procedure To define a VSDN, follow these steps. Starting Point: The Voice Services Administration menu Step Action 1 Select Voice Services-DN Table.
7-74 Voice forms Defining a VSDN for the transcription service Step Action 6 Enter a comment. This step is optional. However, if you choose to create a separate VSDN for each voice form or for a group of voice forms, then a comment may help distinguish the different transcription services. The comment appears beside the Transcription ID on the VSDN table. 7 Standard 1.0 Press the [Save] softkey to save the VSDN table.
Voice forms 7-75 Testing the voice form Testing the voice form Description When you have finished configuring a voice form and have defined a DN for the form and the transcription service, test it before making it available. Test the caller interface and the transcriber interface. If you have to make any modifications to the voice form based on your testing, be sure to test the form again.
7-76 Voice forms Testing the voice form Modify the voice form definition as required, save it, and conduct a backup to save this most recent version. (If voice forms are stored on VS1, only a partial backup is required. If voice forms are saved on any other volume, you will have to do a full backup.) Update your worksheets and file them for future reference. Standard 1.
Voice forms 7-77 Providing training/support and making the service available to customers Providing training/support and making the service available to customers Introduction If this is the first voice form implemented for the organization, or if this voice form is for a new group of transcribers, you will have to provide training for the transcribers before cutting over to the voice form. For detailed information about the transcription process, see “Transcribing voice forms” page 7-102. 1.
7-78 Voice forms Providing training/support and making the service available to customers Standard 1.
Chapter 7 Voice forms Section C 7-79 Modifying or deleting voice forms In this section Standard 1.
7-80 Voice forms Overview of modifying or deleting voice forms Overview of modifying or deleting voice forms Introduction After testing your voice form, you will probably discover that modifications are necessary to make the voice form work properly or more smoothly. Depending on the application, you may also need to modify a voice form on a regular basis in order to keep it up-to-date. This section provides methods for modifying your voice forms. Multi-customer administration Standard 1.
Voice forms 7-81 Viewing a voice form definition Viewing a voice form definition Introduction This section describes how to view a voice form definition in read-only mode. If you intend to modify the voice form, see “Modifying a voice form while it is in service” on page 7-82, or “Modifying a voice form while it is out of service” on page 7-84. Procedure To view a voice form in read-only mode, follow these steps.
7-82 Voice forms Modifying a voice form while it is in service Modifying a voice form while it is in service Introduction When you use the [Modify In-Service] softkey, the voice form stays active and available to callers while you are modifying it. Incoming calls to the form and existing caller responses are not affected. What you can modify However, because the form is still functional, you can only make simple changes to it that do not affect its structure.
Voice forms 7-83 Modifying a voice form while it is in service Step Action 5 Press [Open Fields] if you want to modify any of the field definitions. Otherwise, go to step 10. Result: If you pressed [Open Fields], the List of Fields screen is displayed. 6 7 Move the cursor to the field definition that you want to modify and press to select it. Press [View/Modify Field]. Result: The View/Modify Field screen is displayed.
7-84 Voice forms Modifying a voice form while it is out of service Modifying a voice form while it is out of service Introduction When you use the [Modify Out-of-Service] softkey, the voice form is taken out of service while you are modifying it. While a voice form is out-of-service, you can make any changes you wish. Callers that try to connect to the form are told that the form is not available at this time and to try calling again at a later time.
Voice forms 7-85 Modifying a voice form while it is out of service 5. Modifying the voice form while it is out of service Reassign the announcement VSDN back to the voice form. To modify a voice form while it is out of service, follow these steps. Starting Point: The Voice Form Definitions screen Step Action 1 Position the cursor on the voice form definition that you want to modify and press to select it. 2 Press [View/Modify].
7-86 Voice forms Modifying a voice form while it is out of service Step Action 9 Make the necessary changes, including rerecording the field prompt and field name if required. For instructions on recording, see “Recording field names and field prompts” on page 7-67. 10 To save the field definition, go to step 10a. If you do not want to save the field definition, go to step 10b. a. Press [Save].
Voice forms 7-87 Moving a field Moving a field Introduction It may be necessary to move some fields if you decide that the application would flow more smoothly by changing the order of voice form fields. The marker can be moved to a different location in the field list but cannot be modified or deleted. This enables you to place additional questions after the confirmation field.
7-88 Voice forms Moving a field Step Action 7 Press [Done] to continue, or [Cancel] to cancel the operation. Result: If [Done] is pressed, the field is moved to the specified location. Whether you press [Done] or [Cancel], the Move Field softkeys are removed from the screen and the original List of Fields softkeys are displayed. 8 To move another field, repeat steps 2 to 7. 9 Press [Close Fields]. Result: The View/Modify a Voice Form Definition screen is displayed.
Voice forms 7-89 Deleting a field Deleting a field Introduction Once you have created your voice form application, you may discover that certain fields are not very effective or that they have become obsolete with time. The [Delete Field] on the List of Fields screen allows you to remove fields that are no longer needed. Procedure To delete a field, follow these steps.
7-90 Voice forms Deleting a field Step Action 5 Repeat steps 2 to 4 if you want to delete more fields. 6 Press [Close Fields]. Result: The View/Modify a Voice Form Definition screen is displayed. 7 Press [Save] to save the entire voice form definition, including fields and recordings. Result: The Voice Form Definitions screen is displayed. Standard 1.
Voice forms 7-91 Copying a voice form definition Copying a voice form definition Introduction If the voice form application you are about to create is similar to an existing one, you may want to copy the existing definition, and then modify only those fields that need to be changed. Depending on the length of the voice form, this method can save you a lot of time.
7-92 Voice forms Copying a voice form definition Step Action 1 Select Voice Form Definitions. Result: The Voice Form Definitions screen is displayed. 2 Position the cursor on the voice form definition that you want to copy and press to select it. 3 Press the [Add/Copy] softkey. Result: A new set of softkeys is displayed. 4 Press [Copy Form]. Result: The Copy a Voice Form Definition screen is displayed.
Voice forms 7-93 Copying a voice form definition Step Action 7 Move the cursor to the field definition that you want to modify and press to select it. 8 Press [View/Modify Field]. Result: The View/Modify Field screen is displayed. 9 Make the necessary changes, including rerecording the field prompt and field name if required. For instructions on recording, see “Recording field names and field prompts” on page 7-67. 10 To save the field definition, go to step 10a.
7-94 Voice forms Deleting a voice form definition Deleting a voice form definition Introduction This section describes how to remove an existing voice form definition from the system. During the procedure, the Delete a Voice Form Definition screen is displayed so that you can view the voice form definition and confirm that it is really the one you want to delete. The fields in this screen are read-only.
Voice forms 7-95 Deleting a voice form definition Standard 1.0 1. Create an appropriate announcement. For instructions on creating an announcement, see Chapter 3, "Voice announcements". 2. Reassign the VSDN for the voice form to the announcement service. 3. Transcribe any existing responses. See the Meridian Mail Voice Forms Transcriber User Guide (P0875902). (You can ask the transcriber to do this step.) 4. Delete the voice form. 5.
7-96 Voice forms Deleting a voice form definition Procedure To delete a voice form definition, follow these steps. Starting Point: The Voice Administration menu Step Action 1 Select Voice Form Definitions. Result: The Voice Form definitions screen is displayed. 2 Position the cursor on the voice form definition that you want to delete and press to select it. 3 Press the [Delete] softkey. a. If there are untranscribed responses for this form, the following softkeys are displayed.
Chapter 7 Voice forms Section D 7-97 Monitoring and transcribing voice forms In this section Standard 1.
7-98 Voice forms Overview of monitoring and transcribing voice forms Overview of monitoring and transcribing voice forms Introduction This section discusses how to monitor and manage your voice forms. Keep good records Make sure all worksheets are kept up-to-date and filed. Whenever a change is made to a voice form, always update the worksheets. You may also want to keep a master list of all the voice forms on your system for quick reference.
Voice forms 7-99 Managing transcriber activity Managing transcriber activity Introduction Transcribers should be guided regarding the frequency with which they transcribe responses. As the number of untranscribed responses is allowed to accumulate, the amount of free disk space decreases significantly and you may reach full capacity.
7-100 Voice forms Conducting random caller surveys Conducting random caller surveys Introduction Standard 1.0 If the voice form is a permanent feature, it is a good idea to conduct random caller surveys, perhaps once a month, to see if caller needs have changed. Find people who can be “callers” and have them access the voice form. Ask them to complete the caller survey. Determine if the callers’ needs have changed and if the voice form is, therefore, in need of maintenance.
Voice forms 7-101 Conducting transcriber feedback forums Conducting transcriber feedback forums Introduction If the voice form is a permanent feature, arrange meetings with your transcribers occasionally to see how things are going. Bring your operational measurement reports if necessary. Look for the following: • • • Standard 1.0 Has the department changed the way it operates? If so, this may change the way transcribers are managing the transcription process.
7-102 Voice forms Transcribing voice forms Transcribing voice forms Description When a caller has completed a voice form and hangs up, the response is saved in Meridian Mail. If you use one of the notification features described in “Identifying how transcribers will be notified—overview” on page 7-30, then the transcriber is notified that the voice form has new untranscribed responses. The transcriber knows to log on to the voice form.
Voice forms 7-103 Transcribing voice forms If no notification methods are used If you choose not to use any notification features, transcribers are not notified automatically of new responses. Instead, they simply have to log on to the voice form on a regular basis in order to check for new responses. In this case, you have to direct your transcribers regarding the frequency with which they should transcribe responses.
7-104 Voice forms Processing the information collected by a voice form Processing the information collected by a voice form Introduction It is up to the organization to identify how it compiles the data it collects from voice forms. Your organization probably has specific processes for compiling data.
Voice forms 7-105 Managing response IDs Managing response IDs Introduction When a caller completes a call into a voice form, the caller’s response is assigned a response ID. Each voice form has its own independent response numbering plan. For example, you have two voice forms: a credit card application and a customer survey. The first response that is recorded for the credit card application voice form is numbered 1, the second is numbered 2, and so on.
7-106 Voice forms Managing response IDs copy a new voice form ID, deleting the original voice form, and then reassigning the original voice form ID to the copy. As far as the system is concerned, a new voice form has been created and response ID numbering is set to zero. Procedure To reset response ID numbers, follow these steps. Starting Point: The Voice Administration menu Step Action 1 Select Voice Form Definitions. Result: The Voice Form Definitions screen is displayed.
Voice forms 7-107 Managing response IDs Step Action 10 Press [Add/Copy]. Result: A new set of softkeys is displayed. 11 Press [Copy Form]. Result: The Copy a Voice Form Definition screen is displayed. 12 13 Enter the original voice form ID. Also fill in the new and special responses MWI notification DNs, the Send Notification to Mailbox field, and the Tag Message as Urgent field as you did in the original voice form. Press [Save]. Result: The Voice Form Definitions screen is displayed.
7-108 Voice forms Managing response IDs Standard 1.
Chapter 8 Time-of-day controllers In this chapter Overview 8-2 What is a time-of-day controller? 8-3 Maintaining time-of-day controllers 8-6 Section A: Planning time-of-day controllers 8-9 Section B: Configuring a time-of-day controller 8-17 Section C: Modifying or deleting a time-of-day controller 8-29
8-2 Time-of-day controllers Overview Overview Introduction A time-of-of day controller passes calls to other existing voice services. The voice service that is selected depends on the day (business day versus holiday) and the time of day. In other words, you can set up a time-of-day controller to pass calls to voice services that are appropriate for that day or that time of day.
Time-of-day controllers 8-3 What is a time-of-day controller? What is a time-of-day controller? Introduction This section describes the time-of-day controller from the administrator’s perspective, and illustrates how calls to a time-of-day controller are handled.
8-4 Time-of-day controllers What is a time-of-day controller? Business or off-hours If it is not a holiday, the time-of-day controller checks the defined business hours. If the call has arrived during business hours, the service associated with business hours is activated. If the call has arrived outside of the defined business hours, the service associated with the off-hours is activated. The process is outlined in the following flowchart. Standard 1.
Time-of-day controllers 8-5 What is a time-of-day controller? Voice Menu KEY 1 VOICE SERVICES PROFILE Holiday? YES NO Check business hours ACTION TD Check holiday schedule ANNOUNCEMENT ID MENU ID THRU-DIAL ID VOICE FORM ID TOD 100 HOLIDAY SERVICE ID BUSINESS DAYS MON TUE WED THU FRI BUSINESS HOURS MONDAY 8:30 TO 5:00 TUESDAY 8:30 TO 5:00 WEDNESDAY 8:30 TO 5:00 THURSDAY 8:30 TO 5:00 FRIDAY 8:30 TO 5:00 SATURDAY NO SUNDAY NO Are We Open? NO OFF HOURS ID YES BUSINESS HOURS ID G100596 Standard
8-6 Time-of-day controllers Maintaining time-of-day controllers Maintaining time-of-day controllers Introduction After you have created your time-of-day controllers, you must maintain them. Maintaining a time-of-day controller essentially involves • • • monitoring its use (see Chapter 10, "Monitoring voice services") changing the services associated with the three time periods when necessary keeping holiday definitions up to date in the Voice Services Profile (see “Voice Services Profile” on page 2-3).
Time-of-day controllers 8-7 Maintaining time-of-day controllers simply update Announcement 2009 to something like: “Thank you for calling the Orlando Trust Company. Our office is closed for Columbus Day. We will be open again tomorrow at 8:30. Please call back then and enjoy this holiday.” In this manner, one announcement (Announcement ID 2009) will always be your holiday service. Rather than updating the time-of-day controller, you update the announcement.
8-8 Time-of-day controllers Maintaining time-of-day controllers Standard 1.
Time-of-day controllers Section A 8-9 Planning time-of-day controllers In this section Standard 1.
8-10 Time-of-day controllers Overview of planning time-of-day controllers Overview of planning time-of-day controllers Introduction Once you have identified a use for a time-of-day controller which you would like to make available to callers, the next stage is to plan how best to create the service. With time-ofday controllers, like all the voice services, planning is important. Investing time up front planning voice services will pay dividends when actually configuring the different services.
Time-of-day controllers 8-11 Overview of planning time-of-day controllers in a new worksheet so that you always have the most up to date version on file. Standard 1.
8-12 Time-of-day controllers Identifying the business hours and holidays Identifying the business hours and holidays Introduction Holidays and regular business hours are defined in the Voice Services Profile screen. Off-hours are defined as the hours which are not holidays or business hours and, as such, are not specifically defined.
Time-of-day controllers 8-13 Identifying the business hours and holidays each business day. For example, Saturday can be defined as a business day with business hours from 10:00 to 16:00, and Wednesday can be defined as a non-business day because you are closed each Wednesday to go golfing. Off-hours Off-hours are not explicitly defined. Instead, you specify non-business days in the time-of-day control definition.
8-14 Time-of-day controllers Identifying and configuring the necessary voice services Identifying and configuring the necessary voice services Introduction Identify the type of service that will be activated during • • • business hours off-hours holidays Will it be a voice menu, an announcement, a thru-dial service, a voice form, or a fax item? If the service already exists, find its corresponding service ID. If it does not yet exist, design it, create it, and assign an ID to it.
Time-of-day controllers 8-15 Identifying the time-of-day control ID Identifying the time-of-day control ID Introduction The time-of-day control ID identifies the time-of-day controller within the system. This number must be unique among all other service definitions. (For multi-customer systems, the ID need only be unique within the customer group. For example, ID 2334 can be used in customer groups x and y.
8-16 Time-of-day controllers Identifying how the time-of-day controller will be accessed Identifying how the time-of-day controller will be accessed Introduction Callers can access a time-of-day controller in one of three ways: • • • directly indirectly through a voice menu indirectly through another time-of-day controller The purpose of the time-of-day controller will suggest the appropriate method of access.
Time-of-day controllers Section B 8-17 Configuring a time-of-day controller In this section Standard 1.
8-18 Time-of-day controllers Overview of configuring a time-of-day controller Overview of configuring a time-of-day controller Introduction This section outlines the steps required to add a time-of-day controller. Refer to your Time-of-Day Control Definition Worksheet (found in Appendix A, “Worksheets”) as you follow the procedures in this section. Process for adding a time-of-day control service Adding a time-of-day control service involves the following steps: 1.
Time-of-day controllers 8-19 Overview of configuring a time-of-day controller Starting points for procedures On multi-customer systems, customer administration screens are invoked from the Customer Administration menu. Therefore, the starting point for some procedures refer to both the Main Menu (applicable to single-customer systems) and the Customer Administration menu (applicable to multicustomer systems). ATTENTION Do not perform voice services administration during the nightly DR audit. At 3:30 a.
8-20 Time-of-day controllers The Time-of-Day Control Definitions data menu The Time-of-Day Control Definitions data menu Introduction The Time-of-Day Control Definition data menu lists all the configured time-of-day controllers on the system. From this screen you can also do the following: • • • The screen Standard 1.
Time-of-day controllers 8-21 The Time-of-Day Control Definitions data menu Procedure: Accessing the screen To access the Time-of-Day Control Definitions data menu, follow these steps . Starting Point: The Main menu or the Customer Administration menu (on multi-customer systems) Step Action 1 Select Voice Administration. Result: The Voice Administration menu is displayed. 2 Select Voice Services Administration. Result: The Voice Services Administration menu is displayed.
8-22 Time-of-day controllers Adding a time-of-day controller Adding a time-of-day controller Introduction Standard 1.0 This section and the sections that follow describe how to create a new time-of-day controller. This process involves the following steps. 1. Add the time-of-day control definition in Meridian Mail. 2. Make the time-of-day controller accessible through direct access, a voice menu, or another time-of-day controller. 3. Test the time-of-day controller.
Time-of-day controllers 8-23 Adding a time-of-day controller Procedure: Adding a time-of-day control definition Adding a time-of-day control definition requires that you input the information from the Time-of-Day Control Definition Worksheet into the Meridian Mail system. Have your worksheet nearby as you follow these steps. To add a time-of-day control definition, follow these steps. Starting Point: The Voice Services Administration menu Step Action 1 Select Time-of-Day Control Definitions.
8-24 Time-of-day controllers Making the time-of-day controller accessible Making the time-of-day controller accessible Introduction You can make a time-of-day controller accessible to callers in one of three ways: • • • direct access indirectly through a voice menu indirectly through another time-of-day controller Direct access Callers access the time-of-day controller by dialing the VSDN of the time-of-day controller.
Time-of-day controllers 8-25 Making the time-of-day controller accessible Step Action 2 Press the [Add] softkey. Result: The Add DN Information screen appears. 3 Enter the Access DN. This is the number that callers dial to access the time-of-day controller. Get the DN from your switch administrator, or print the directory number block (DNB) at the switch to obtain an unused DN. Note: The Access DN cannot match a mailbox number. 4 Enter TD in the Service field.
8-26 Time-of-day controllers Making the time-of-day controller accessible Indirect access through a voice menu Callers dial the DN of a voice menu. The time-of-day controller is accessed when the caller presses the appropriate key. You can either add a time-of-day controller to an existing voice menu, or create a new voice menu to serve as a front end to a number of time-of-day controllers. See Chapter 5, "Voice menus".
Time-of-day controllers 8-27 Testing the time-of-day controller Testing the time-of-day controller Introduction When you have finished configuring the time-of-day controller and have defined the VSDN through which it will be accessed, test it before making it available. Dial the DN which accesses the time-of-day controller during business hours. Are you connected to the right service? If not, check the service ID that is associated with business hours.
8-28 Time-of-day controllers Testing the time-of-day controller To test holiday routing, create a holiday with today’s date and the call access DN of the time-of-day controller. Modify the time-of-day control definition, if necessary, and save it. See the following section for details. Update your worksheet and file it for future reference. Standard 1.
Time-of-day controllers Section C 8-29 Modifying or deleting a time-ofday controller In this section Standard 1.
8-30 Time-of-day controllers Overview of modifying or deleting a time-of-day controller Overview of modifying or deleting a time-of-day controller Introduction This section provides procedures for modifying and deleting time-of-day controllers. Multi-customer administration On multi-customer systems, you can modify and delete timeof-day controllers at either the system or customer administration level. Standard 1.
Time-of-day controllers 8-31 Modifying a time-of-day controller Modifying a time-of-day controller Introduction While a time-of-day controller is being updated, the old version of the time-of-day controller is still available to callers. The new version takes effect when the updated timeof-day controller has been saved. Procedure To modify a time-of-day controller, follow these steps. Starting Point: The Voice Services Administration menu Step Action 1 Select Time-of-Day Control Definitions.
8-32 Time-of-day controllers Modifying a time-of-day controller Step Action 5 Modify the time-of-day control definition as required. 6 If you are satisfied with the information you have entered, press the [Save] softkey. Otherwise, press [Cancel] to discard the changes. Result: Whether you save or cancel, you are returned to the Time-of-Day Control Definitions screen. Standard 1.
Time-of-day controllers 8-33 Deleting a time-of-day controller Deleting a time-of-day controller Introduction Time-of-day controllers are deleted from the Delete a Timeof-Day Control Definition screen. The fields in this screen are read-only.
8-34 Time-of-day controllers Deleting a time-of-day controller Step Action 4 Press the [Delete] softkey. Result: The time-of-day control definition is displayed under the heading Delete a Time-of-Day Control Definition, and new softkeys are displayed. This screen is displayed so that you can see which time-of-day control definition you have selected to delete. 5 Review the time-of-day control definition to make sure you are deleting the right time-of-day control service.
Chapter 9 Voice prompt maintenance and remote activation In this chapter Overview 9-2 Defining the voice prompt maintenance DN 9-4 Updating voice menu prompts 9-6 Updating announcement and thru-dial greetings 9-7 Remote activation 9-8
9-2 Voice prompt maintenance and remote activation Overview Overview Introduction The Voice Prompt Maintenance service allows you to record announcements, thru-dial service greetings, and voice menu prompts from a remote touch-tone telephone. This means that you do not have to be at the administration terminal to update recordings. This is especially useful for recordings that are updated frequently or if the administration terminal is in a noisy location which interferes with the recording quality.
Voice prompt maintenance and remote activation 9-3 Overview maintenance service, or (b) use remote activation to change the service that is accessed when the number is dialed. Of course, you need some sort of announcement already recorded (see the following section). If you choose to change the thru-dialer greeting, you must remember to change it back to the original greeting once the office is open.
9-4 Voice prompt maintenance and remote activation Defining the voice prompt maintenance DN Defining the voice prompt maintenance DN Introduction The procedure in this section explains how to define the DN you will use to access the voice prompt maintenance feature. Procedure To define the voice prompt maintenance DN, follow these steps. Starting Point: The Voice Services Administration menu Step Action 1 Select Voice Services-DN Table. Result: The Voice Services-DN Table is displayed. Standard 1.
Voice prompt maintenance and remote activation 9-5 Defining the voice prompt maintenance DN Step Action 2 Press the [Add] softkey. Result: The Add DN Information screen appears. 3 Enter the Access DN. This is the number that callers dial to access the voice prompt maintenance service. Get the DN from your switch administrator, or print the directory number block (DNB) at the switch to obtain an unused DN. Note: The Access DN cannot match a mailbox number. 4 Enter PM in the Service field.
9-6 Voice prompt maintenance and remote activation Updating voice menu prompts Updating voice menu prompts Introduction The procedure in this section explains how to update voice menu prompts. Procedure To update voice menu prompts, follow these steps. Starting Point: A DTMF telephone set Step Action 1 Dial the Voice Prompt Maintenance Service DN. Result: The system prompts you for an ID. 2 Enter the ID of the voice menu you want to modify and press #.
Voice prompt maintenance and remote activation 9-7 Updating announcement and thru-dial greetings Updating announcement and thru-dial greetings Introduction The procedure in this section explains how to update announcement and thru-dial greetings. Procedure To update announcements and thru-dial greetings, follow these steps. Starting Point: A DTMF telephone set Step Action 1 Dial the Voice Prompt Maintenance Service DN. Result: The system prompts you for an ID.
9-8 Voice prompt maintenance and remote activation Remote activation Remote activation Introduction The Remote Activation service allows you to switch voice services (voice menus, announcements, thru-dialers, time-ofday controllers, voice forms, or the fax information service), off-site through a standard DTMF telephone set. This is done by reassigning a service’s VSDN entry. For example, in the case of a storm, you (along with most of the office personnel) may be stranded at home due to the bad weather.
Voice prompt maintenance and remote activation 9-9 Remote activation Note: If the password field is left blank, this effectively disables the remote activation service itself. Therefore, to temporarily disable remote activation, you do not have to delete the RA service from the VSDN table. You should also create a complete listing of all voice menu services. Keep a copy of the list at home (or wherever you will be calling from to make changes). Make sure the place you choose to keep it is secure.
9-10 Voice prompt maintenance and remote activation Remote activation Step Action 5 Enter the password, up to 16 numeric characters in length, that users must know to use the remote activation service. 6 Enter a comment. Note: This step is optional, but a comment that identifies the service is useful here. 7 Press the [Save] softkey to save the VSDN Table.
Voice prompt maintenance and remote activation 9-11 Remote activation When you check the Voice Services-DN Table, you notice that in the Comments field for those services that were changed, a message, “Changed by RA,” appears. The Service field displays the service that was associated with the DN during the Remote Activation session. Standard 1.
9-12 Voice prompt maintenance and remote activation Remote activation Standard 1.
Chapter 10 Monitoring voice services In this chapter Overview 10-2 Monitoring operational measurements 10-3
10-2 Monitoring voice services Overview Overview Introduction Standard 1.0 This section discusses how to use operational measurements reports to monitor how your voice services are being used.
Monitoring voice services 10-3 Monitoring operational measurements Monitoring operational measurements Introduction There are a number of operational measurements reports that will help you monitor how your voice services are being used. These include • • • Services Summary report Services Detail report Disk Usage Detail report When a new voice service application is introduced, it is especially important to monitor it on a daily basis.
10-4 Monitoring voice services Monitoring operational measurements hour. See the “Operational Measurements” chapter in the System Administration Guide for more details. How this report relates The Services Summary report is useful for determining whether to voice services voice services in general are generating a lot of traffic.
Monitoring voice services 10-5 Monitoring operational measurements reporting period. This report helps you to decide if a voice menu is structured efficiently. For example, if you notice that the later menu options are being accessed more often than the first two or three options, you should rearrange the menu items so that the most popular menu item is the first choice, and so on. If a voice form has been integrated within a voice menu, this report may provide additional information for voice forms.
10-6 Monitoring voice services Monitoring operational measurements Generate this report periodically to monitor the volume on which voice services are stored. Since a large number of voice service applications can potentially take up a lot of space, it is important that you notice potential shortage problems as early as possible. As a guideline, if the voice space used percentage is over 80 percent, monitor the volume carefully.
Appendix A Worksheets In this appendix Worksheets A-2 Voice Services Profile Worksheet page 1 of 2 A-3 Announcement Definition Worksheet A-5 Thru-Dial Definition Worksheet page 1 of 2 A-6 Time-of-Day Control Definition Worksheet A-8 Voice Menu Definition Worksheet page 1 of 3 A-9 Voice Form Sequence Worksheet A-12 Voice Form Definition Worksheet page 1 of 2 A-13 No Answer Field Worksheet A-15 Voice Answer Field Worksheet page 1 of 2 A-16 Caller Survey page 1 of 2 A-18 Transcriber Surve
A-2 Worksheets Worksheets Introduction Standard 1.0 This appendix contains a blank copy of each of the worksheets required in the planning stages of various types of voice services. Make copies of these worksheets so that you always have a blank original.
A-3 Worksheets Voice Services Profile Worksheet Prompt Treatment: Normal ❑ page 1 of 2 Call Answering ❑ Choose Normal if you want callers to hear a mailbox user’s personal verification if the line is busy. Choose Call Answering if you want callers to hear the mailbox user’s phone number instead. Timeouts Command Entry: ____________________ seconds Enter a value between 1.0 and 5.0 seconds. The default is 3.5 seconds. Short Disconnect: ____________________ seconds Enter a value between 1.
A-4 Worksheets Voice Services Profile Worksheet page 2 of 2 Holidays # Start Date (mm/dd/yy) End Date (mm/dd/yy) Start Time (hh:mm) Comments 1 ____________ _______________ _______________ _________________________ 2 ____________ _______________ _______________ _________________________ 3 ____________ _______________ _______________ _________________________ 4 ____________ _______________ _______________ _________________________ 5 ____________ _______________ _______________ ____
A-5 Worksheets Announcement Definition Worksheet Announcement ID: _________________________ The ID number you have assigned to the announcement. This number can be up to 8 digits long and must be unique among service IDs. Title: ________________________________________________________________________ The title of the announcement (up to 29 characters). Revert DN: __________________________________________________________________ (Optional.
A-6 Worksheets Thru-Dial Definition Worksheet page 1 of 2 Thru-Dial ID: _________________________________________________________________ The ID you have assigned to the Thru-Dial service. The number can be up to 8 digits long and must be unique among service IDs. Title: _______________________________________________________________________ The title of the Thru-Dial service. The title can be up to 29 characters long.
A-7 Worksheets Thru-Dial Definition Worksheet Dial by: Number ❑ Name ❑ Both page 2 of 2 ❑ The method by which callers can dial. (If Dial by Number) DN Length: Fixed ❑ Variable ❑ Choose Fixed if all DNs are of the same length. Choose Variable if they are of varying lengths. If Fixed: Digits: _______ Left Pad: ______ Suppress Prompt: No ❑ Yes ❑ Digits is the number at which the DN length is fixed.
A-8 Worksheets . Time-of-Day Control Definition Worksheet Time-of-Day Control ID: ________________________________________________________ The ID you have assigned to this time-of-day controller. This number can be up to 8 digits long and must be unique among service IDs. Business Hours Service ID: _________________ Type of Service: ____________________ The ID of the service that will be activated during business hours.
A-9 Worksheets Voice Menu Definition Worksheet page 1 of 3 Voice Menu ID: _______________________________________________________________ The ID you have assigned to this voice menu. The number can be up to 8 digits long and must be unique among service IDs. Title: _______________________________________________________________________ The title of the voice menu. The title can be up to 29 characters long. Revert DN: __________________________________________________________________ (Optional.
A-10 Worksheets Voice Menu Definition Worksheet page 2 of 3 Menu choices: ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ _________________________________________________
A-11 Worksheets Voice Menu Definition Worksheet page 3 of 3 Key Action Comment 1 _____ _____________________________________ __________________ 2 _____ _____________________________________ __________________ 3 _____ _____________________________________ __________________ 4 _____ _____________________________________ __________________ 5 _____ _____________________________________ __________________ 6 _____ _____________________________________ __________________ 7 _____ __
A-12 Worksheets Voice Form Sequence Worksheet For Voice Form: ______________________________________________________________ Page _____ Step Prompt (Field Name) Standard 1.
A-13 Worksheets Voice Form Definition Worksheet F: page 1 of 2 Voice Form ID: _______________________________________________________ This is a unique Voice Services ID. It is not the VSDN. F: Title: _______________________________________________________________ T: Transcription Password: _______________________________________________ If you do not want transcribers to require a password to access the form for transcription, leave blank.
A-14 Worksheets Voice Form Definition Worksheet T: page 2 of 2 Default Field Separator Delay: Stop No ❑ Yes ❑ Delay ______ deciseconds During transcription, should playback stop after an answer is played, or should it delay for a number of deciseconds between each response? This gives the transcriber time to process the answer.
A-15 Worksheets No Answer Field Worksheet Field Name: _______________________________________________ Field Prompt: ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ _______
A-16 Worksheets Voice Answer Field Worksheet Field Name: page 1 of 2 _______________________________________________ Field Prompt: ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ___________________________________________________________________
A-17 Worksheets Voice Answer Field Worksheet No Answer Handling: NextField ❑ page 2 of 2 Revert ❑ Disconnect ❑ Repeat ❑ Choose the action that should be taken if the caller does not record an answer once the field prompt is played. NextField: the next field prompt is played. Revert: the caller is transferred to the revert DN specified for this field. Disconnect: the call is disconnected.
A-18 Worksheets Caller Survey page 1 of 2 For Voice Form ID: ____________________________________________________________ Title: _______________________________________________________________________ 1 Was the voice form easy to use? If not, please explain. 2 Were you given all the instructions necessary to be able to use the form effectively? If not, explain.
A-19 Worksheets Caller Survey page 2 of 2 For Voice Form ID: ____________________________________________________________ Title: _______________________________________________________________________ 7 Did you have enough time to answer all the questions? If not, which questions did not allow enough time? 8 Did the voice form take too long to complete? Would this dissuade you from using it? 9 Were you able to revert out of the voice form and speak to someone if you needed to? 10a Were you unexpe
A-20 Worksheets Transcriber Survey page 1 of 2 For Voice Form ID: ____________________________________________________________ Title: _______________________________________________________________________ 1 Were you able to access the transcription service? If not, which part did not work? Access number ❑ Password ❑ Other ❑ If other, please explain.
A-21 Worksheets Transcriber Survey page 2 of 2 For Voice Form ID: ____________________________________________________________ Title: _______________________________________________________________________ 4 After the header or envelope, what happened? ❑ ❑ There was a delay. It continued automatically and played back the first field.
A-22 Standard 1.
Appendix B Sample voice form sessions In this appendix Sample sessions B-2 Sample caller session B-2 Sample transcriber session B-4
B-2 Sample voice form sessions Sample sessions Sample caller session The following is an example of how a caller session would run. In this example, the caller has a touch-tone phone and confirmation mode is Whole Form. 1. A caller dials the number published to submit an address change. This directly connects the caller with the voice form. The introductory greeting is played, followed by some caller instructions.
B-3 Sample voice form sessions 4. “Please speak your old phone number, starting with the area code. When you are finished, press number sign.” The caller says: “519-555-1001” and then presses number sign. 5. “Please speak your new address. Include the street, city, state or province, and zip or postal code.” The caller says “90 Weatherview Avenue, London, Ontario L5E 1Z3” and then presses number sign. 6. “Please speak your new phone number.” The caller says: “519-555-8290.” 7.
B-4 Sample voice form sessions “If this is correct, press 1. To rerecord the answer, press 2.” The caller presses <1>. 10. The good-bye greeting is played. “Your new address will be entered in our files. Thank you for shopping at Laing’s.” 11. Sample transcriber session The caller is disconnected. The following is a sample that has been run through a transcription session. In this example, transcription parameters are configured as follows.
B-5 Sample voice form sessions 5. Either the header or the envelope is played. In this example, the envelope is played, containing the following information: response status, form name, response number, date and time recorded. “New, address change, response one, recorded October 31st at 11:13 a.m.” 6. The first field name is played followed by the caller’s recorded answer. The answer is followed by a delay during which the transcriber transcribes the answer.
B-6 Sample voice form sessions finishing with this response, the transcriber presses <7><6> to delete it. “Response deleted.” 8. Standard 1.0 The transcriber is finished transcribing responses and hangs up.
Index A announcement-only automated attendants description, 1-20, 6-11 example, 1-32 information services description, 1-22 example, 1-35 announcements adding a VSDN for direct access, 3-32 deleting, 3-39 description, 1-9 ID, 3-11 indirect access through a time-of-day controller, 3-33 indirect access through a voice menu, 3-33 language for system prompts, 3-16 making it accessible, 3-17 modifying, 3-37 number of times to playback, 3-15 passwords access, 3-13 update, 3-13 revert DN, 3-12 scripting, 3-10 sile
Index--2 I indirect access announcements through time-of-day controller, 3-33 information menus information services description, 1-22 example, 1-35 information services announcement-only, 1-22 example, 1-35 fax menus description, 1-22 information menus description, 1-22 example, 1-35 overview, 1-21 transcription service, 5-30 voice forms service, 5-30 voice menu service, 5-26 voice messaging, 5-29 mixed live and automated attendant example, 1-33 mixed live and automated attendants description, 1-21, 6-22
Index--3 associating a different service with an existing VSDN, 9-10 description, 1-23 overview, 9-8 reports Disk Usage Detail report, 10-5 Services Detail report, 10-4 Services Summary report, 10-3 revert DN announcements, 3-12 thru-dial services, 4-20 voice forms, 7-41, 7-42, 7-45 voice menus, 5-15 S speaker choosing for voice services, 1-24 T thru-dial services accessing the thru-dial definitions data menu, 4-43 adding a thru-dial definition, 4-44 adding a VSDN for direct access, 4-52 deleting, 4-61 de
Index--4 choosing the speaker, 7-53 confirmation for rotary phones, 7-19 CONFIRMATION marker, 7-66 confirmation mode description, 7-17 defining general characteristics, 7-37 delay after header, 7-40 deleting a field, 7-89 deleting a voice form definition overview, 7-94 procedure, 7-96 END OF FORM marker, 7-66 envelope header, 7-40 example, 7-4 field separator delay, 7-39 flowcharting the application, 7-17 guidelines for configuring, 7-54 how callers will access the form, 7-20 ID, 7-37 identifying need for v
Index--5 recording from remote location, 1-23 updating from a remote location, 1-23 voice services profile business hours, 2-15 configuring, 2-17 holidays, 2-16 networking calls, 2-13 planning, 2-4 timeout values, 2-6 update logging, 2-14 Standard 1.
Index--6 Standard 1.
Reader Response Form Meridian Mail 12 Voice Services Application Guide NTP 555-7001-325 Tell us about yourself: Name: Company: Address: Phone: Occupation: 1. What is your level of experience with this product? New User 2. Experienced Programmer Reference Problem solving How do you use this book? Learning 3. Intermediate Procedural Did this book meet your needs? Yes No If you answered No to this question, please answer the following questions. 4.
m r m o r F o F e s e n s o n p o ssp e e R R r e r d e a d e RRea
Meridian Mail Voice Services Application Guide Toronto Information Products Nortel 522 University Avenue, 14th Floor Toronto, Ontario, Canada M5G 1W6 1994, 1996, 1998 Northern Telecom All rights reserved Information is subject to change without notice. Northern Telecom reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. Nortel, DMS, DMS SuperNode, DMS-STP, and MAP are trademarks of Northern Telecom.
