s HiPath Xpressions Unified Messaging Automated Attendant User Guide
This manual describes the complete scope of HiPath Xpressions services. For reasons of HiPath Xpressions modularity, all features may not have been installed on your system and consequently, not all functions will be available as described.
Contents Contents 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 Creating a Call Processing Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 2.1 Call Processing Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 2.2 Call Transfer Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 3.2 Activating the Call Processing Application Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3 Call Processing Application Assistant – Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.1 Call Processing Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.2 Call Processing Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.3 System Settings . . . . . . . . . . . .
Introduction Automated Attendant/Call Processing 1 Introduction Call processing allows the operator of a call processing application to accept incoming calls automatically (24 hours a day, 7 days a week) and then forward them to predefined destinations using Caller Controlled Routing. Call processing offers callers a user interface which is very easy to use. Callers hear a greeting in which the options for selection are described.
Introduction Call Processing – System Overview 2 A31003-S2330-B692-3-7619, August 2003 HiPath Xpressions V3.
Introduction Call Processing Mailbox 2 Creating a Call Processing Application Although the actual call processing application can be changed quickly and easily with the CPAA, the announcement for a menu CPM must correspond exactly to the selection options offered, for example. In view of the fact that announcements must normally be of studio quality to ensure a professional image, a basic design must be created for the call processing application before announcement recording starts.
Introduction Call Transfer Type 2.2 Call Transfer Type The following call transfer types are supported: ● Call processing mailbox This provides for the combination of various call processing mailboxes. ● Predefined call number Call transfer to a predefined call number. An external number can also be predefined. ● Possible call number The "Connection With Number" default menu appears. The caller can enter the call number or be connected to the attendant.
Introduction Scheduled Start Points 2.4 Scheduled Start Points 2.4.1 Day/Night Mode via a PBX – Day/Night Switching This mode can be used with every PBX which implements day/night switching by forwarding a constant call number to two different call numbers (each number for day or night mode). Thus, two different dial-in numbers can be defined for one call number in the CPA for day/night mode in the PBX. Different start points can be defined within a CPA for different dial-in numbers for day/night mode.
Introduction Call Processing Languages 2.5 Call Processing Languages Each CPA can be configured in numerous languages as long as a CP system language has been installed. All installed CP system languages can be used in a CPA. For more information, see Section 2.5.1, "Call Processing – Default Language" and Section 2.5.2, "Language Set CPM". 2.5.1 Call Processing – Default Language The default CP language is the language in which the CPA is started for the first time.
Introduction Switching Language selection via different dial-in numbers: STARTGER Selection: Deutsch LANG = German Timeout INTRO STARTENG Selection: British English LANG = British English Timeout Language selection via the language menu: STARTGERENG push "1" for German prompts, SELGER „1“ LANG = German Timeout Selection: CP INTRO SELENG push "2" for English prompts „2“ LANG = British English Timeout 2.6 Switching 2.6.
Introduction Alternative Destination with Call Transfer 2.6.2 Procedure in the Event of Failed Switching If a connection setup has failed, the reason for the error is usually reported, e.g. "busy" or "RNA" (ring no answer). The standard error message outputs can be suppressed using buttons in the settings interface. In this way, a neutral error message (e. g.
Introduction Creating a Call Processing Application A design medium provides this to avoid timeout loops occurring in a CPA. See also Section 2.9, "Timeout Transfer Loops". 7 2.7.2 If the first alternative is not given, (in this situation, neither limits nor second alternatives can be entered), the function remains in the CPM for the duration of the runtime for failed call transfers.
Introduction Creating a Call Processing Application Call processing application structure: OPENGERMAN Selection: Deutsch LANG = German Timeout CONNECT OPENENGLISH Selection: British English LANG = British English Timeout Timeout Call transfer type: Closed Connection with predefined call number CLOSEDENGLISH Alternative destination 1: CONNECT LANG = British English Limit: 1 Timeout Closed MAILBOX CLOSEDGERMAN LANG = German Timeout Timeout Call transfer type: Mailbox in guest access mode EXIT
Introduction Timeout Transfer Loops 2.9 Timeout Transfer Loops Timeout transfer loops can occur if a caller does not answer (or stops answering) using DTMF inputs, but also does not replace the handset. The timeout call transfers take the caller into a loop within the CPA. To avoid leaving a connection in a timeout transfer loop endlessly, the maximum number of directly consecutive timeout call transfers from CPM to CPM can be set in the CPAA under System Settings.
Introduction Access Protection 2.10.1 Testing Function Messages The testing function outputs are usually self-explanatory. The explanation of the following messages may be helpful however. Timeout loops recognized: CPM1, ..., CPM3. This message describes a timeout transfer loop where CPM1 is the beginning of the loop and CPM3 is the end of loop in the example above. Another timeout call transfer is made from CPM3 to CPM1.
Introduction Deleting Announcements When uploading the messages, you must state whether it is a CPM-specific announcement or a system announcement. If it is a CPM-specific announcement, the relevant CPM must be selected. If it is a system announcement, the announcement file name must be entered (without the file name suffix ".PCM"). You must also set which language the announcement should be available in. 2.13 7 Deleting Announcements This function must be used with care.
Introduction Replacing System Announcements Announcement Announcement text Announcement file name A message is recorded using the call transfer type “Mailbox in guest access mode” or “Listen/Respond” mailbox and the recording is terminated or interrupted using the star. Push key 7 to listen to the message again. You can listen to this mes- BeginEightSec sage from the beginning again or listen to the last 8 seconds of the message. To listen to the message from the beginning, push 3.
Introduction Replacing System Announcements Announcement Announcement text A message is recorded using the call transfer type “Mailbox in guest access mode” or “Listen/Respond” mailbox and the recording is terminated or interrupted using the star. Then push 6 to delete the message. DeleteRecord1 You can cancel delivery of this message or re-record it. To cancel delivery, push … To record the message A message is recorded using the call again, push 1.
Introduction Replacing System Announcements Announcement Announcement text Announcement file name A message is to be recorded using the call The mailbox is full. No more MailboxFull messages can be recorded transfer type “Mailbox in guest access mode” or “Listen/Respond” mailbox and at the moment. the mailbox is full. A call number is entered and confirmed You entered ... due to the call transfer type “Possible call number” or “Mailbox in guest access mode".
Introduction Replacing System Announcements Announcement Announcement text Announcement file name A message is recorded using the call transfer type “Mailbox in guest access mode” or “Listen/Respond” mailbox and the recording is terminated or interrupted. ReplaySendDelete3 You may replay this message, indicate that you have finished recording it or delete it. To listen to the message again, push 7 and then 3. To end the recording, push ...
Introduction Fax Tone Recognition Announcement Announcement text An unknown number (number too long, no This number is unknown. internal number or number not available in the database) is entered and confirmed on the basis of the call transfer type “Possible call number” or “Mailbox in guest access mode". Announcement file name UnknownNumber System greeting You have reached the voice VoicemailSystem message information service. System greeting Welcome to Xpressions.
Introduction Setting Up and Editing "Listen/Respond" Mailboxes) The following can be given as the destination for the printed copies: ● Number of a fax device. If numerous faxes are sent at once, they are then sent to the device one after another by Xpressions. ● A hunt group for numerous fax devices ● Printer If a default fax mailbox has not been configured, the fax tone recognition has been deactivated. 2.
Introduction Activating a Call Processing Application – Assign the e script cpf.e to the Telematik protocol created. – Set the application name via the script parameter: – – AppName= Set the transfer type via script parameter: – if -bt is given as a parameter, a blind transfer will be performed; otherwise, a supervised transfer. Remark: If several parameters are used, separate them with spaces. ● WEB APL Settings – ● The CPAAWeb.
Introduction Statistics Function 2.20 Statistics Function The CPF can save interesting call processing data for each connection in a statistics file. The data can be used for analysis, for example, showing how often a CPM is selected, how long a caller spends in a CPA or which language the caller used last. 2.20.1 Activating the Statistics Function The statistics function is activated manually using the information about statistics classes and statistics subclasses.
Introduction Statistics Function The first two fields are for identifying call processing data and contain statistics classes and subclasses as described in Section 2.20.1, "Activating the Statistics Function", starting from the time the entry was created. Each of the following call-processing-specific fields consist of a name and the corresponding value in the form Field name=Field value.
Introduction Overview 3 Call Processing Application Assistant A prerequisite for the functions described below is that the Call Processing Application Assistant Intranet application has been installed on the Xpressions server. 3.1 Overview You can use the Web application HiPath Xpressions Call Processing Application Assistant, to create, modify and delete call processing applications. 3.1.
Introduction Overview 3.1.3 System Settings Resolution A resolution of at least 800 x 600 pixels is required. Cache and Proxy Server: Netscape Navigator/Internet Explorer Display problems may occur when using Call Processing Application Assistant with a proxy server or activated caching. This means that old data which is no longer valid is displayed. For this reason, caching should not be activated unless absolutely necessary.
Introduction Activating the Call Processing Application Assistant 3.2 Activating the Call Processing Application Assistant To start the Call Processing Application Assistant, start your Web browser and enter a WWW address using the following syntax: http:///cpaaweb where is the domain name of the Xpressions server (for example, www.myserver.de). ● Log in using your user name and Xpressions password. Click the Login button to log in.
Introduction Call Processing Application Assistant – Application 3.3 Call Processing Application Assistant – Application You can open the individual input forms of the Call Processing Application Assistant by clicking the relevant link. ● Under Call Processing Application, you can create, edit, test and delete these. ● Under Call Processing Mailbox, you can create, edit, test and delete these.
Introduction Call Processing Application Assistant – Application ● Click the Logout link to log off or quit the current Call Processing Application Assistant session. ● The listbox at the top right allows you to select one of the available languages. 3.3.1 Call Processing Application All available call processing applications are listed in the Call Processing Application dialog box. NEW in the example below is a call processing application.
Introduction Call Processing Application Assistant – Application Editing the Call Processing Application: Mailbox In the dialog box Editing the Call Processing Application, you can edit one of the call processing applications available. All existing dial-in numbers are listed with their Default Start CPMs. 901 New corresponds to a dial-in number with Default Start CPM. You can add new dialin numbers and edit or delete existing dial-in numbers. ● To add a new dial-in number, click New.
Introduction Call Processing Application Assistant – Application In the input field Fax mailbox name, you can enter the Xpressions mailbox name for a valid fax mailbox which applies to the current CPA. If this input field is left blank, the default fax mailbox is used. ● Push the Save button to save the modified data. ● Push the Back button to go back to the previous page.
Introduction Call Processing Application Assistant – Application ● Another Start CPM can be defined for the Closed or Break states by selecting a CPA Calendar and additional Start CPMs. The CPA Calendar is valid for the whole CPA and not for each dial-in number. ● Push the Save button to save the modified data. ● Push the Back button to go back to the previous page.
Introduction Call Processing Application Assistant – Application leted. If time-based (Closed or Break) Start CPMs are configured for this Standard Start CPM entry, these entries are also deleted (irrespective of which CPM is referenced as a time-based Start CPM). If a dial-in number of a CPA uses this CPM as a time-based Start CPM, the corresponding entry is deleted. All language versions associated with a CPM announcement are removed when a CPM is deleted.
Introduction Call Processing Application Assistant – Application Settings options of a "Listen Only" CPM: The number of times the greeting is repeated is defined in the Number of Retries input field. If the number is 0, the set announcement or playback pause is ignored. A system announcement can be selected as the CPM announcement to be played back. The name of the system announcement must be entered or selected in this case.
Introduction Call Processing Application Assistant – Application Additional settings options of a "Listen/Respond" CPM ● The maximum length of the answer to be recorded is defined in the Max. length of recorded answer input field. This can be between 10 and 999 seconds. ● The maximum number of answers to be recorded is defined in the Max. number of recordings input field. This can be between 0 and 999. If the input field is left empty, or filled with the value 0, the maximum number is not restricted.
Introduction Call Processing Application Assistant – Application Additional settings options for a Menu CPM: A call transfer type and where applicable a call transfer destination can be defined for the specified key in the section Key 0 to Key 9 or Key * and Key #.
Introduction Call Processing Application Assistant – Application Parameters buttons: If the appropriate Timeout Call Transfer Type is selected, clicking the Parameters button opens an additional window in which supplementary parameters are set. Depending on the type, the following parameters may be visible: – Output connection failure without details?: Fault report without details in the event of connection failure.
Introduction Call Processing Application Assistant – Application 3.3.3 System Settings General system settings: In the dialog box System Settings you can edit the settings for call processing applications. 36 – The Xpressions mailbox name must be entered in the Name of attendant input field. – The Xpressions mailbox name of the default fax mailbox must be entered in the Name of default fax mailbox input field. If a name is not entered, the fax tone recognition is deactivated.
Introduction Call Processing Application Assistant – Application – Enter the timeout time in seconds for standard menus in the Timeout for default menus input field. – Enter the timeout time in seconds for Announcements - Start/End in the Timeout for Announcements - Start/End input field. The timeout is for announcements interrupted by callers. After the timeout runtime, the announcement is output again from the beginning.
Introduction Call Processing Application Assistant – Application Uploading Announcements In the dialog box Uploading Announcements, there is an option to load announcements onto the Xpressions server. You can select between CPM announcement and System announcement. If you choose CPM announcement, the mailbox must be selected in the adjacent combo box. If you choose System announcement, the name of the system announcement must be entered or selected.
Introduction Call Processing Application Assistant – Application Deleting Announcements In the dialog box Deleting Announcements you have the option to delete announcements from the Xpressions server. 7 proceed with the utmost caution. Deleting an announcement can cause a system crash. All CPM announcements and System announcements available for selection are listed. Select an announcement from the lists.
Introduction Call Processing Application Assistant – Application Time Ranges/Day Definitions: In the dialog box Time Ranges/Day Definitions all day definitions available are listed. ???Free day, Short day and Long day are day definitions. You can create a new day definition and edit or delete an existing day definition. ● To create a new day definition, click New. ● To edit or delete, select one of the day definitions on the list and then click the corresponding button.
Introduction Call Processing Application Assistant – Application Editing the Day Definition: In the dialog box Editing the Day Definition you can edit an existing day definition. A day definition can include one or more time ranges with an associated state. All existing time ranges are listed with their state. 00:00-07:29 Closed is a time range with an associated state. The following states are possible: – Open – Closed – Pause ● You can add time ranges and edit or delete existing time ranges.
Introduction Call Processing Application Assistant – Application ● To add a new time range, click New. ● To edit or delete, select a time range on the list and then click the corresponding button. ● Push the Backbutton to go back to the previous page. Time Ranges/Calendar: In the dialog box Time Ranges/Calendar all calendars available are listed. CP Calendar is a calendar. Calendars are used with a CPA dial-in number. There is one Standard Start CPM for each dial-in number.
Introduction Call Processing Application Assistant – Application Editing the Calendar: In the dialog box Editing the Calendar you can edit an existing calendar. A calendar contains one or more calendar entries. A calendar entry consists of a weekday (or Other days) and a day definition. All existing calendar entries are listed. You can add calendar entries and edit or delete existing calendar entries. ● To add a new calendar entry, click New.
Introduction Editing/Linking a CPM 4 Example of a Call Processing Application You want to create a sample application. This sample application plays the system greeting twice, performs a timeout call transfer in another CPM and clears the connection after playing the announcement for exiting the system, also via a timeout call transfer. Sketch of the sample application: WELCOME Dial-in number EXIT Timeout Release Timeout 4.
Introduction Editing/Linking a CPM ● Under Timeout Call Transfer Type and Timeout Call Transfer Destination, you can define what should happen during a timeout. The link is set as follows: Call Processing Mailbox is selected as the type, and EXIT is entered as the destination. ● In this way, the call processing mailbox LISTENONLY plays the system announcement LISTENONLY twice and transfers the call to the CPM EXIT after the timeout. "EXIT" call processing mailbox: ● The Number of retries is set to 1.
Introduction Creating a CPA 4.2 Creating a CPA A new CPA called DEMOCPA is created via the CPAA. 4.3 Defining a CPA Start Point The dial-in numbers and Start CPMs are set on this page. After creating a call processing application, the page Adding a Dial-in Number appears. 46 A31003-S2330-B692-3-7619, August 2003 HiPath Xpressions V3.
Introduction Testing a CPA ● Clicking New opens another page: ● After entering a Dial-in number, selecting a Default Start CPM and clicking Add, this Dialin number/Default Start CPM pair is added to the CPA. 4.4 Testing a CPA After completing the CPA, it can be checked again. This can be done on the page Call Processing Application by selecting the CPA and clicking Test. 4.5 Activating a CPA After creating a call processing application using CPAA, it must be activated in Xpressions.
Introduction Activating a CPA – Assign the E-script cpf.e to the Telematik protocol created. – Set the application name via the script parameter: – AppName=DEMOCPA The exact name given within the CPAA must also be given as the application name for the CPA to be activated. 48 A31003-S2330-B692-3-7619, August 2003 HiPath Xpressions V3.
Introduction Testing a CPA ● Setting the number range for the Telematik protocol created – 4.6 The number range must contain the dial-in number(s) configured in the CPAA for the call processing application. Testing a CPA ● Select the CPA dial-in number. ● The system announcement welcome (= system greeting) is played three times. ● The system announcement goodbye (= exiting the system) is played three times. ● The connection is then cleared down.
Introduction Testing a CPA 50 A31003-S2330-B692-3-7619, August 2003 HiPath Xpressions V3.
Index Index 0 A Access protection 12 Alternative destinations 8 Attendant 36 Automated Attendant 1 Automated attendant console 1 C Calendar 30, 42 Call Processing Application 1 activating 19 editing 27 testing 30 Call Processing Application Assistant 1, 23 Call Processing Basic Settings 19 Call Processing Description 1 Call Processing Function 1 Call processing mailbox 1, 3 editing 30 Call Transfer Trigger 4 Call Transfer Type 1, 4 CPA 1 CPA Calendar 30 CPAA 1 CPD 1 CPF 1 CPM 1 CPM type "Listen Only" 32
Index Z2 A31003-S2330-B692-3-7619, August 2003 HiPath Xpressions V3.
*1PA31003-S2330-B692-3-7619* 1P A31003-S2330-B692-3-7619 The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract.
