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Maintenance and Troubleshooting

Troubleshooting

8-18

Strata CIX40 Voice Processing Programming Manual    7/06

Troubleshooting

This section discusses procedures to identify and correct faults within the Strata CIX40 Voice 
Processing system. Once faults are identified, it may be necessary to replace hardware 
components or make alterations, such as upgrades or configuration modifications, to the 
software of the system.

•

Diagnostics

 – GVPH has powerful troubleshooting tools. The following three files assist 

you in determining the source of a problem:

•

TRACE.OUT logs the GVPH’s activity.

•

STRATAGY.LOG contains information on how many channels (ports) the system 
started up with and the execution summary (tells you basically that all of your 
messages have a home), etc.

•

MSG.LOG logs all messages received and every mailbox that checks for messages 
along with the DMTF entered.

Determine Problem

Resolving problems will be much easier if you consider the following:

•

Check that all connecting cables are correctly and firmly attached. Loose cables can cause 
erroneous or intermittent signals. You may need to inspect the cables for loose wires and 
connectors for loose pins.

•

If a problem occurs while voice processing is functioning, document as much information 
concerning what is happening as possible. Once the information is obtained, shut the 
system down to prevent any extensive file corruption.

•

Remember to document what is happening. Write down what the system is doing and what 
actions you took, if any, immediately prior to and after the problem. 

•

Consider the simplest solution first. Ask yourself logical questions and consider the 
alternatives.

•

Which part of the system is operating erratically?

•

Can you connect with UADM2 Admin? Do you see any messages or random 
characters?

•

Do any of the indicator LEDs glow? Which ones? Do they stay on or do they blink? 

•

Check the LED indicators on the GVPH (

Table 8-4 on page 8-19

).

•

Make sure you are operating under the specified environmental conditions. These points 
serve as a guide. They are not definitive problem solving techniques. Some problems 
require the assistance of Toshiba Technical Support, but before you call, make sure of all 
the facts surrounding the problem.

Summary of Contents for Strata CIX GVPH

Page 1: ...July 2006 TOSHIBA Telecommunication Systems Division Voice Processing System GVPH Programming Manual UADM Software ...

Page 2: ...engineering or manufacturing methods may warrant CIX MA GVPH VA Version A1 July 2006 Copyright 2006 Toshiba America Information Systems Inc Telecommunication Systems Division All rights reserved No part of this manual covered by the copyrights hereon may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retrieval syste...

Page 3: ...Y RIGHTS THE WARRANTY OF YEAR 2000 COMPLIANCE AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE HOWEVER...

Page 4: ... the malfunc tion by TAIS or its authorized dealer with new or refurbished parts at their option If TAIS or one of its autho rized dealers does not replace or repair such parts the retail customer s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective and which are returned to TAIS through one of its authorized dealers within the war...

Page 5: ... Shutdown 1 7 Main Menu Options 1 9 Main Menu Field Descriptions 1 10 Chapter 2 Configure UADM2 Software Configuring UADM2 Software 2 2 Tools Utility 2 4 Toshiba Plug and Play 2 4 Telephone System Configuration 2 4 System Integration Patterns 2 4 System Configuration 2 5 Modify System Configuration Parameters 2 5 System Parameters 2 6 Serial Port Definition 2 17 Serial Port Definition Remote PC UA...

Page 6: ...s 3 12 Do Not Disturb 3 12 Extensions Scheduled 3 12 Fax Tone Detection 3 12 Future Delivery 3 12 Greeting 3 12 Greeting Company 3 13 Greeting Port Selectable 3 13 Greeting Restart 3 13 Group Partitions Call Blocking 3 13 Guest Users 3 13 Message Continuous Delete Playback 3 14 Message Copy 3 14 Message Copy with Delete 3 14 Message Date and Time Control 3 14 Message Length Control 3 15 Message No...

Page 7: ...eld Descriptions 4 5 Options Screen 4 8 Group Chains Screen 4 13 Info Status Screen 4 17 Auto Scheduling Menu 4 19 How the GVPH Uses Auto Scheduling Records 4 19 Access Exit the Auto Scheduling Menu 4 21 Auto Menu Options 4 21 Create Auto Scheduling Records 4 21 Modify Auto Scheduling Records 4 22 Disable Auto Scheduling Records 4 22 Auto Scheduling Menu Field Descriptions 4 23 Notify Menu 4 27 Ho...

Page 8: ...15 Auto Menu Examples 6 16 Time of Day Greetings 6 16 Holiday Greetings Same Day Each Year 6 19 Holiday Greetings Different Day Each Year 6 20 Extension Change 6 21 Chapter 7 System Reports View System User Activity 7 1 Main Menu Statistics 7 1 Users Menu Statistics 7 2 Listen to System Activity 7 2 Report Types 7 2 Log Information 7 2 Users Menu Information 7 3 Report Definitions 7 3 Create Repor...

Page 9: ...enance and Troubleshooting Strata CIX40 Voice Processing Programming Manual 7 06 v Filecopy 8 16 Troubleshooting 8 18 Determine Problem 8 18 Language Settings 8 19 GVPH Diagnostic Utilities 8 22 Automatic System Recovery 8 23 ...

Page 10: ...This page is intentionally left blank ...

Page 11: ...g system This chapter discusses how to start up use and shut down the UADM2 Admin software for maintenance and other functions More specifically this chapter discusses Access UADM2 Admin Compares the two methods for accessing the UADM2 Admin software locally or remotely Local Access Access UADM2 Admin software via a cable connecting the GVPH with a portable or desktop PC Remote Access Access GVPH ...

Page 12: ...e system Note Only UADM2 Admin can be used with the GVPH voice processing system Access UADM2 Admin Locally 1 From the DOS prompt C Uadmin20 type admin and press Enter The UADM2 Admin screen displays 2 Press Enter The UADM2 Admin software prompts for the system password 3 Type the password the default is Stratagy and press Enter If a modem is not detected UADM2 Admin establishes a direct connectio...

Page 13: ...n Disks as a backup copy and store them in a safe place Verify that voice processing is operational by making a test call into the system Access UADM2 Admin Remotely 1 From the DOS prompt C Uadmin20 type admin and press Enter The UADM2 Admin screen displays 2 Press Enter The UADM2 Admin software prompts for the system password 3 Type the password the default is Stratagy and press Enter If a modem ...

Page 14: ...xes and performing administrative functions In addition UADM2 Admin s online help provides clarification as needed Navigate the System Using the UADM2 Admin menus you can navigate the system to customize User ID mailboxes and perform administrative functions The Main Menu is the core of the program The administrative functions report generation system shutdown and filecopy are available from the M...

Page 15: ...le 1 2 Standard Keys Key Movement arrow Ø moves cursor to next field F1 provides help text Esc regresses one screen spacebar toggles Enable Disable On Off Yes No fields Page Up Down Users Menu scrolls User IDs Auto Notify Menus scrolls record summary information Tab moves cursor through fields Enter selects highlighted options Home moves cursor to first field End moves cursor to last field ...

Page 16: ...asis Voice processing provides two types of online help the help line and detailed help Help Line The help line automatically displays the information about the current field at the bottom of the screen Detailed Help Additional help is available for most of the fields To display the detailed help for a field highlight the field and press F1 Use the arrow keys to scroll through the information To e...

Page 17: ...ssword scheme to call into the system and shut it down 1 Using UADM2 Admin log on to the Strata CIX40 voice processing The UADM2 Admin Main Menu displays 2 Press Alt U The Users Menu Options screen displays 3 In the User ID field type 983 and press Enter The Options screen displays for box 983 4 Using the arrow down key place the cursor in the Security Code field 5 Type the new security code Note ...

Page 18: ...ersion Restarts voice processing Shutdown and Trace CURRENT Version Shuts down then restarts voice processing in the TRACE mode TRACE OUT file is created on GVPH s flash ROM memory See Trace on page 1 22 for details Shutdown and Start NEW Version Restarts voice processing if selected Shutdown and Start OLD Version Restarts voice processing if selected Shutdown SCANDISK and Restart Restarts voice p...

Page 19: ...e Chapter 4 Menus for information on using the Users Menu screens Reports Alt R generates reports See Run Report on page 1 5 for more information Shutdown Alt S shuts down the system See System Shutdown on page 1 7 in this chapter Tools Alt T uses the Filecopy Utility See Filecopy on page 1 16 in this chapter Date Time This option is not supported GVPH s date time is set by the Strata CIX40 clock ...

Page 20: ... Report on page 1 5 for more information Shutdown Press Alt S to shut down the GVPH system See System Shutdown on page 1 7 for more information Tools Press Alt T to use the Tool Utility See Filecopy on page 1 16 for more information Date Time Not Supported Quit Important This function quits the UADM2 Admin program and does not shut down the GVPH Press Alt Q The remote PC exits Admin and returns to...

Page 21: ...e is in military format 24 hour clock Started Date mm dd yy and time hh mm ss the system was last started Time is in military format 24 hour clock Shutdown The next date mm dd yy and time hh mm GVPH is scheduled to perform a scheduled shutdown for disk maintenance GVPH shuts down automatically and restarts Time is in military format 24 hour clock Faxes Not supported Port Port number of each port f...

Page 22: ...g message taking ANSWER Voice processing has detected an answer after dialing out transfer paging MENU Mailbox user menu choices are playing EXECUTE Executing program of a mailbox token programming CHAIN Done busy or RNA chain is being executed System accepting new incoming digits while greeting of a Mailbox is playing LOGIN User in process of logging on to Mailbox FIND Directory mailbox executing...

Page 23: ...ware Configure UADM2 Software 2 This chapter provides detailed information about configuring UADM2 software and discusses Configuring UADM2 software Toshiba Plug and Play Telephone System Configuration System Configuration System Parameters Simplified Message Desk Interface SMDI ...

Page 24: ...e fields Note Press F2 in the Serial Port and Baud Rate fields to display a pop up box with valid entries 4 To save your changes you must have the cursor in the last field i e Modem Init String and press Enter or the arrow down key or to exit without saving your changes press Esc at any time The program returns to the UADM2 Main screen Table 2 1 UADM2 PC Configuration Fields Field Description Defa...

Page 25: ...ntered connecting remotely turn these parameters off on the UADM2 PC modem Refer to your modem user guide for instructions Default AT F C1 D2L0Q0V0X0E1 where AT The command that tells the modem to come to Attention F Return to factory defaults Instructs the modem to use the factory set parameters C1 Data Carrier Detect DCD signal Set to on it indicates presence of a data carrier D2 Data Terminal R...

Page 26: ...he password the default password is Stratagy and press Enter See Tools on page 1 2 for a description of the menu options Toshiba Plug and Play The GVPH is pre installed as Strata CTX100 with SMDI 3 digit mailbox numbers Select Strata CTX670 Expanded for 4 digit mailbox numbers Telephone System Configuration GVPH is set with a fixed telephone system configuration and cannot be changed using this op...

Page 27: ...stem Configuration screen displays shown right The parameters are listed in alphabetical order The System Configuration Screen is split into two areas the left lists the actual parameters and their values the right lists context sensitive help for each parameter 2 Highlight the parameter by using the arrow or Page Up and Page Down keys Press Enter 3 Modify the parameter using the line editor at th...

Page 28: ...TED adpcm_pq NOT SUPPORTED area_office When SMDI is being used on a Centrex switch the value set in this parameter identifies which calls are from voice mail subscribers by specifying the first few digits e g area and office codes that are shared by all subscribers Example In this example the area_office parameter is set to 714583 When a call arrives from any telephone number with the first digits...

Page 29: ... recording you want if available Possible values valid User ID and valid port Default 411 enabled for all ports box_snd Sets the Direct Message User ID for all ports or for specified ports The Direct Message ID enables voice processing to record a message for a User ID without having to execute the Extension field and or hear the User ID s greeting This is particularly useful for an Operator trans...

Page 30: ...ff Except for Group field values this parameter operates in the same manner as the guest_defaults parameter Possible values valid User ID Default 997 dir_play_uid Directory search feature plays the User ID of the mailboxes that it finds True If a name recording is available the caller hears both the name recording and the digits for that person s User ID If a name recording is not available just t...

Page 31: ...me it will be discarded Possible values 0 1 2 3 9 0 filtering deactivated 1 100msec filtering transparent to users 2 200msec filtering mostly transparent to users 3 300msec filtering marginally transparent to users Default 0 dtmf_on Controls length the system plays the DTMF tones Example 20 is 2 sec 200 ms Possible values 10 20 90 units of 10 ms Default 20 2 sec error_box Box that receives a notif...

Page 32: ...ng Guest User IDs This initializes all new Guest User IDs with a minimum number of settings This is useful for setting default settings such as message light On Off Except for the Group field values operates the same way as the defaults_box parameter Possible values valid User ID Default 996 guest_max Highest numbered Guest User ID When used with the guest_min parameter limits the number of Guest ...

Page 33: ...s GVPH s system clock with the system clock of the supporting Strata CIX40 telephone system Default true Default is fixed and cannot be changed Note GVPH synchronizes the GVPH s system clock with the Strata CIX40 s system clock The KSU time displays at the top right corner of the Main Menu login_pound Voice processing prompts Finish by pressing the pound sign when requesting the User ID or the sec...

Page 34: ...s starting with the highest port to reserve for outbound notify ports This number must not exceed the total number of available ports When set the defined port does not accept incoming calls Important If the value is set to 0 GVPH attempts to use the highest numbered IDLE port The danger of this is that GVPH may inadvertently begin a notification on a port with an incoming call Possible values 0 2...

Page 35: ...ller ID never plays Possible values true false Default true play_skip Number of seconds to rewind or skip forward during message playback when a user presses or Possible values 1 99 seconds Default 5 please_hold System announces Please hold while I try that extension before transferring a caller True The system plays the above prompt False The system does not play the above prompt and immediately ...

Page 36: ... set using the box_snd parameter True You entered and the User ID s name recording plays False User ID s current greeting plays as if a Ring No Answer was received Possible values true false Default false shutdown Designated day and time voice processing performs automatic shutdown for flash drive maintenance The first value between the single quotes is the day of week where 0 Sunday4Thursday 1 Mo...

Page 37: ... Total number of minutes voice processing waits before blanking the Main Menu screen to prevent screen burn in Note This parameter only blanks the screen if the current screen is the Main Menu The advertising parameter contains the string that displays when the Main Menu screen is blanked Possible values 0 disabled 1 99 minutes Default 5 tmo_dtmf Amount of time voice processing waits to determine ...

Page 38: ... through a maximum time to wait for a response otherwise it could potentially wait forever This option defines the number of seconds to wait Possible values 2 3 99 Default 2 tmo_silence Maximum amount of silence time the system waits before deciding to finish a recording and hang up Possible values 3 15 seconds Default 4 tmo_sound Maximum amount of sound dial tone time the system waits before deci...

Page 39: ...ing is defined by this parameter Default 1 Default is fixed and cannot be changed serial_port2 NOT SUPPORTED stopbits1 Number of stop bits to use for logical serial port 1 Default 1 Default is fixed and cannot be changed stopbits2 NOT SUPPORTED Serial Port Definition Remote PC UADM2 admin_port In order for voice processing to communicate with the UADM2 PC connected to one of its serial ports voice...

Page 40: ...it before answering per port This is useful for those telephone systems that do not allow incoming lines to ring in a station hunt group or do not provide delayed ringing Also it may be used to set up backup answering for a secondary attendant operation Note There is a side effect When a user wants to pickup his messages he must wait the specified number of rings before voice processing answers Ex...

Page 41: ...pects when a caller dials a User ID beginning with two When changing this value make certain that it is still possible to log in and send messages to all existing User ID mailboxes that begin with this digit For example if there are five digit User ID mailboxes that begin with this digit then you should not set the value of this parameter less than five Check all User ID mailboxes including users ...

Page 42: ...e make certain that it is still possible to log in and send messages to all existing User ID mailboxes that begin with this digit For example if there are five digit User ID mailboxes that begin with this digit then you should not set the value of this parameter less than five Check all User ID mailboxes including users guests and reserved 411 990 etc Possible values 1 8 Default 8 fixed_len8 Maxim...

Page 43: ...ng into GVPH GVPH can use this status information to provide better call coverage and perform custom applications using the RNA and Busy Chain options There are four types of incoming packets A All Call Forwarded Calls N No Answer Forwarded Calls B Busy Forwarded Calls D Direct Calls Message Waiting is also enabled and disabled through this link An example of an SMDI packet is Note The above value...

Page 44: ...er where port 1 is connected The system assumes that the extension numbers are then connected in numerical order to the remaining ports Example 208 extension number of port in Strata CIX40 Default 220 smdi_port Logical serial port the GVPH uses for SMDI integration Default 1 Note Fixed value can not be changed smdi_pretimeout Maximum number of seconds that an SMDI packet can precede the forwarded ...

Page 45: ...ogramming 4 If Steps 1 2 and 3 were successful make another call from an internal extension that has a User ID assigned on the system to the forwarded extension and leave a message 5 Log on to the User ID that has the message The header information for the message should include the User ID number of the extension that left the message Play the message If these tests are successful the SMDI integr...

Page 46: ..._caller_id parameter is set to True Call Routing Based on Caller ID The GVPH can also play a specific greeting or route a call based on the telephone number received from the SMDI Caller ID information Each port on the GVPH system stores the K token s value individually so multiple ports can run this application simultaneously The value of the K token lasts for the duration of the call and is clea...

Page 47: ...Call processing control in voice processing involves User IDs chains groups menus and a token programming language Using these control structures you can define virtually any call handling method This chapter discusses User IDs Call processing control User ID mailboxes How voice processing processes User IDs and User ID mailboxes User IDs All of the GVPH User IDs are stored in a flat database All ...

Page 48: ...ication etc See the System Configuration parameter hot_box in Chapter 2 Configure UADM2 Software User ID 995 Future Delivery Stores all messages awaiting future delivery See the System Configuration parameter future_delivery in Chapter 2 Configure UADM2 Software User ID 996 Guest Defaults User ID voice processing uses for the default values when creating a new Guest User ID The field values are co...

Page 49: ...processing where to send a caller when there is a RNA at a User ID s extension Busy The Busy chain instructs voice processing where to send a caller when a User ID s extension is Busy Groups Groups control which User IDs a call may access Each User ID mailbox user can be a member of up to four groups To be able to access another User ID the caller User ID must share at least one group number with ...

Page 50: ... ID which would be an information box whose recording informs the caller that the telephone number was not the right length The User ID might then transfer control back to the original User ID to give the caller another chance to enter the correct number of digits Customizing Mailboxes Customizing User ID mailboxes involves defining User IDs using the following menus Users Menu The Users Menu cons...

Page 51: ...definitions 1 New Call The process starts with an incoming call Voice processing directs the call to the Company Greeting User ID 2 Company Greeting User ID Default User ID 990 The Company Greeting User ID plays the opening greeting Thank you for calling Voice processing determines whether the caller entered DTMF during the greeting Yes Voice processing directs the call to that DTMF and processes ...

Page 52: ...as if the caller has pressed Company Greeting User ID default is User ID 990 New Call Follow the User ID Done chain Hang Up Caller enters DTMF Yes Done Chain Done chain Thank you for calling dtmf_gate Is the configuration option dtmf_gate Process the User ID Does this User ID have a valid Done chain Operator User ID default is User ID 0 Process User ID 0 Operator No Caller Instructions User ID def...

Page 53: ...ters another User ID GVPH starts processing at that User ID If the User ID s Busy Hold is YES and the caller presses to hold GVPH starts a hold queue for the User ID If the caller does nothing GVPH continues Ring No Answer If the User ID s RNA chain is defined GVPH follows it Otherwise continues Greeting Plays the current greeting Store Messages Is Store Messages YES Copy Message To If Copy Messag...

Page 54: ...ting User ID No Voice processing places the call on transfer hold dials the digits in the User ID s extension field then proceeds to the Answer Busy or RNA condition as appropriate see Table 3 3 Table 3 3 Call Flow Answer Busy Ring No Answer Voice processing determines if ID Call is Yes Yes Voice processing plays the user s recorded name If the recording does not exist voice processing plays a ton...

Page 55: ...ssing starts a hold queue for this User ID Another User ID If the caller enters another User ID voice processing processes that User ID Nothing If the caller does nothing voice processing determines if Store Messages is YES Store Messages Voice processing determines if Store Messages is Yes Yes Voice processing records the caller s message Then determines if there is a Copy Message To mailbox No V...

Page 56: ...User ID Done chain is defined Yes Voice processing follows the User ID Done chain No Voice processing follows the Done chain of the Caller Instructions User ID Caller Instructions User ID Done Chain Voice processing follows the Done chain of the Company Greeting User ID default 990 Caller Instructions User ID Done Chain Voice processing follows the Done chain of the Caller Instructions User ID def...

Page 57: ...t time day or date Audiotex Call Screening toggle On or Off Company Greeting toggle On or Off Personal Greetings change the Personal Greeting that plays by time of day DND toggle On or Off Scheduled Extensions change where a call is transferred to when a caller dials the User ID from the voice processing automated attendant Message Notification Ring Duration number of rings when a call is transfer...

Page 58: ...o switch automatically to Call Screening mode and back again at a certain time day date using the Auto Scheduling Menu Call Transfer Mailbox Feature All voice processing call transfers are controlled by the User ID and Extension fields Users Menu Options screen Entering only the destination extension results in a supervised call transfer Other call transfer types are implemented with Tokens Note X...

Page 59: ...eter for the new destination extension of the fax machine The designated User ID accepts the fax tone and a blind transfer to the extension connected to the fax machine follows Future Delivery System wide Feature Dedicate a User ID default User ID 995 mailbox for storing all future delivery messages using the future_delivery parameter The messages stored in the mailbox cannot be deleted or played ...

Page 60: ...is correct the User IDs must be created and configured and their greetings recorded to give callers the desired information Greeting Restart Mailbox Feature After a caller has left a voice message for a User ID the call can either be transferred back to the initial company greeting User ID or the system can say Thank you for calling good bye and disconnect By default a caller is returned to the in...

Page 61: ...inutes Note The time period set is normally the length of a continuous recording Message Copy Mailbox Feature To enable this feature enter a User ID mailbox number in the Copy Message To field Users Menu Options screen Set the Store Messages field Users Menu Options screen to Yes Voice processing stores the message in both the accessed User ID mailbox and the User ID mailbox shown in the Copy Mess...

Page 62: ...eature is set to a default pause of 30 seconds To change the setting use the tmo_resume parameter system values are 0 255 Message Playback Control System wide Feature This feature is set to a default of five seconds To change the setting use the play_skip parameter possible values are 1 99 seconds Message Purging System wide Feature This feature defaults to disabled To enable it use the purge para...

Page 63: ...isabled To enable it set the Message Pending Users Menu Options screen field to On To reset the threshold time use the msg_pending_threshold default 5 seconds parameter values are 3 10 seconds Messages Urgent Mailbox Feature Set the Type field Notify Menu to URGENT to notify the user of urgent messages Multiple System Languages System wide Feature System Prompts English or Spanish System Greetings...

Page 64: ... This feature defaults to four maximum rings per call To reset this feature use the Maximum Rings field Users Menu Options screen Valid entries are 1 9 and 0 sets the ring duration to system default This value can also be changed automatically at a certain time day date using the Auto Scheduling Menu Screen Advertisement System wide Feature This feature is enabled defaults to five minutes To chang...

Page 65: ... space that remains on the flash ROM To receive notification when the threshold has been reached set User ID 999 s Type field Notify Menu to DISK Time intervals between notification alternate notification destinations etc can also be programmed using the Auto Scheduling Menu System Administrator s Mailbox System wide Feature See System Administrator Guide for information Token Programming System w...

Page 66: ...is User ID Security Code for Defaults Box 997 Since the Defaults Box s security code defaults to 997 any User ID created would have a default security code of User ID 997 For example User ID 234 s default security code would be 234997 If you change the Defaults Box s security code for example to 555 all new mailboxes created have the new default security code 234555 User ID Variable Fixed Length S...

Page 67: ...Menus See Auto Scheduling Menu on page 1 20 and Notify Menu on page 1 27 This chapter discusses Access and exit the menu Menu options Create modify copy or delete a mailbox Boxlist Users Menu field descriptions Access and Exit the Users Menu See Chapter 1 Access and Use UADM2 Admin for information about the Main Menu Access Users Menu 1 From the Main Menu press Alt U Voice processing prompts you f...

Page 68: ...r ID mailbox 1 From the Users Menu Options screen type a unique number in the User ID field and press Enter Voice processing initializes the remaining fields with the values specified in the Defaults Box User ID 2 To change any field settings place the solid color edit block that appears on the screen next to the field name Type the information in the field and press Enter or for some fields press...

Page 69: ...es the existing mailbox as a template to create the new mailboxes Notes l User s Information fields are not copied The User ID field contains the new User ID you specified Comment Extension and Directory Name fields are not defined If the Security Code field is defined in the Defaults Box User ID voice processing uses it instead of the User ID l All other Users Menu Options and Group Chains fields...

Page 70: ...s the User ID mailbox you want to delete Press Y The User ID is deleted BoxList This is a list of User ID mailboxes The User IDs appear in numerical order Each entry on the list contains the Comment Extension Name Directory Name 1 Directory Name 2 and Messages Messages Current field information For field definitions see Options Screen on page 4 8 View Existing User ID Mailboxes 1 Press Alt T A pop...

Page 71: ...Alt A to access the Auto Menu Notify Press Alt N to access the Notify Menu Table Press Alt T to select a table BoxList Press Enter to list all User ID mailboxes Esc EXIT Press Esc to exit the Users Menu and return to the Main Menu Pg Dn NEXT Press Page Down to view the next User ID mailbox PgUp PREV Press Page Up to view the previous User ID mailbox Options Press Alt O to access the current User I...

Page 72: ...in the Options screen Directory Name 1 and Name 2 fields as numeric digits For administration clarity it is advisable to change the digits to their alpha equivalents The directory works as follows If a caller wants to speak with Donna the caller would enter digits corresponding to these letters on the tone dialing telephone i e 36662 For the first User ID Directory Name field that matches the call...

Page 73: ...If a mailbox 234 is created the default security code for the new mailbox is 234997 The only exception to this rule is the security code for the Defaults Box User ID default 997 Its security code would be 997 If the security code of the Defaults Box User ID default 997 is changed only the mailboxes created after rebooting the system have the new default security code If the security code is set to...

Page 74: ... RNA Maximum Rings When transferring a call to the User ID the number of rings voice processing waits before determining a RNA status This option only works when voice processing is controlling the call transfer during a monitored or supervised transfer For example if the telephone is not answered within four rings voice processing may play this User ID s greeting and take a message or transfer th...

Page 75: ...een Calls Whether voice processing asks the caller to record his name before attempting a transfer to the user s extension enabling a user to accept decline or transfer the call On Voice processing asks the caller to record his name and then attempts to reach the user If the user answers voice processing plays that recording The user can press 1 to accept the call Voice processing connects the cal...

Page 76: ...ages is On Max Store Messages Maximum message length in seconds a caller is given when leaving a message Possible values 0 unlimited 1 999 seconds Default 180 180 seconds 3 minutes Copy Messages To User ID mailbox which receives a copy of this User ID mailbox s messages Note Messages can only be copied once Voice processing does not chain copy to multiple mailboxes If Store Messages is set to Yes ...

Page 77: ...om greetings The system default greeting is Please leave a message for name as per the user s name recording Possible values 0 1 7 Default 0 system greeting Max Current Greeting Maximum greeting length seconds for each custom greeting recorded by the user Whether the user can change the current greeting Possible values 0 user cannot record or change greetings 1 999 Default 45 Busy Message Greeting...

Page 78: ...time Slow Menu Length of time voice processing pauses between User ID mailbox menu choices when stating them to the user e g Main Menu options Yes Add extra time between menu choices No Do not add extra time Possible values Yes No Default No Record Name Whether the user can record his her name for playback identification to a caller Yes User can record his her name No User cannot record his her na...

Page 79: ...ge menu to outside callers Yes Before pressing to send a message outside callers can review re record append add destinations set urgent or private or cancel No Outside callers can only press to send a message Possible values Yes No Default Yes DSS Port Not Supported AMIS Options Not Supported Table 4 4 Options Screen Fields continued ...

Page 80: ...n we recommend that you program all chains to eventually end at System Administrator User ID 999 which defaults to disconnect H and never change the User ID 999 default Voice processing by enabling you to program chains provides the flexible call routing solutions needed for many varied customer applications If you create a loop when programming Voice processing with chains of User IDs all voice p...

Page 81: ...k up For example do not program User ID 200 Done chain to User ID 200 And do not program User ID 200 Done chain to User ID 201 and User ID 201 Done chain to User ID 200 etc Chain Done Instructs voice processing where to send a caller who remains on the line after leaving a message or after listening to an announcement only User ID mailbox blank Voice processing uses the Done chain of the Company G...

Page 82: ...s sharing one system For example suppose two companies share the same President Vice President and Controller and you would want them accessible to all companies but each company has a different Human Resources department that you may want to prevent caller access from one to the other Group 1 First of four groups Possible values 0 not in use 1 99 999 999 Default 1 Group 1 This is voice processing...

Page 83: ...ing selects User ID 0 typically the operator A special function User ID mailbox set up for customer service using menus might be defined as follows For Sales Assistance press 1 for Product Information press 2 for Service press 3 or press 0 for the operator The menu set up would look like 1 222 2 350 3 516 4 5 6 7 8 9 0 240 If the caller selects 1 Sales Assistance the call would be transferred to U...

Page 84: ...Time is in military format 24 hour clock Box Saved Date mm dd yy and time hh mm the User ID mailbox was last updated Time is in military format 24 hour clock Connected Secs Number of seconds callers have been connected to the mailbox since it was created User Secs Number of seconds users have been connected to the mailbox since it was created Message Statistics Message statistics for the User ID m...

Page 85: ...rocessing successfully completed a call transfer to the extension associated with this User ID since statistics were last reset Last Transferred Date mm dd yy and time hh mm of the last transfer Time is in military format 24 hour clock Logins Number of times the mailbox user accessed the mailbox for message retrieval or other mailbox functions since statistics were last reset Last Login Last time ...

Page 86: ...umber Destination defined in the Extension field Number of rings before taking a message for this extension The following concepts are the keys to understanding how voice processing uses Auto Scheduling records Voice processing waits for the right date time and day and then makes the specified changes The changes remain in effect until you either disable the Auto Scheduling record or another recor...

Page 87: ...Options Auto fields for the record highlighted in the Auto Record Summary modify Create Auto Scheduling Records Important When creating Auto Schedule records be careful that records do not overlap begin or end at the exact same time 1 In the Auto Record Summary section of the Auto Menu highlight the first available Disabled description line Note Use the PgDn and PgUp keys to move between lines 2 P...

Page 88: ...are asked if you want to overwrite the current auto record 5 Press Y Voice processing automatically transfers the data to the description line in the Auto Scheduling Record Summary highlighted in Step 1 Disable Auto Scheduling Records 1 In the Auto Scheduling Record Summary section of the Auto Menu highlight the appropriate Enabled description line Note Use the PgDn and PgUp keys to move between l...

Page 89: ... on page 1 1 User ID User ID mailbox number Comment Notation or reminder about the functions of this mailbox Security Code Password that permits the user access to the User ID mailbox Does not display Extension Programmed dial actions voice processing performs to transfer a call that has accessed the User ID i e Do Not Disturb is Off Includes transfer to a User ID mailbox a remote number or paging...

Page 90: ...the Week Restricted To until the first valid day is found regardless of the values in the Frequency of Change fields To program holidays that occur on different days each year such as Thanksgiving and Labor day define the Frequency of Change fields of as 11 months and 29 days restricted to the appropriate Days of the Week And Every Month s Number of months before the change re occurs at the time d...

Page 91: ...g rings when the record is active More specifically programmed dial actions voice processing performs after the change occurs to transfer a call that has accessed the User ID i e Do Not Disturb is Off For example ring a different extension after hours rather than during the day Possible values include User ID mailbox telephone extension Token Programming Language Default Users Menu s Extension val...

Page 92: ...n to transfer the call and hangs up Voice processing plays Your call is being transferred to and the name recording or the User ID of the extension where the call is being transferred Voice processing transfers the call to the new extension 4 to transfer the call without announcement The user dials the extension to transfer the call and hangs up Voice processing asks the caller to continue to hold...

Page 93: ...gent and panic are based on the action that activates the notification Notification methods are programmed using the Token Programming Language and include message waiting lights beepers pagers other telephones inside extensions or outside numbers and office paging systems By using available templates predefined notification instructions fields may be defined and assigned to one or more mailboxes ...

Page 94: ...ghlight the template you want using the Page Down and Page Up keys and press Enter Voice processing displays the template information in the appropriate Notify Record Options fields Access Exit the Notify Menu See Users Menu on page 1 1 for information about accessing and exiting the Users Menu Access the Notify Menu While viewing a specific User ID mailbox record press Alt N The Notify Menu displ...

Page 95: ...eld with the appropriate telephone number or information 5 Press Alt S You are asked if you want to add a new template 6 Type Y You are asked if you want to overwrite the Notify Record 7 Type Y again Voice processing adds this Notify record to the template database overwrites the default notification template with this information and automatically transfers the data to the description line in the...

Page 96: ...add Voice processing automatically transfers the data to the description line in the Notify Record Summary highlighted in Step 1 Disable Notify Records Templates 1 In the Notify Record Summary area of the Notify Menu highlight the appropriate Enabled description line Note Use the PgDn and PgUp keys to move between lines 2 Press the spacebar to toggle the Notify Record Options Enabled field to NO 3...

Page 97: ...nges to these fields must be made in the Users Menu see Users Menu on page 1 1 User ID User ID mailbox number Comment Notation or reminder about the function of the mailbox Security Code Password that permits the user access to the User ID mailbox Does not display Extension Programmed dial actions Voice processing performs to transfer a call that has accessed the User ID i e Do Not Disturb is Off ...

Page 98: ... YNYNYNN Possible values Y N Default Y From Start notification time hh mm Military format 24 hour clock e g 5 30 p m is represented as 17 30 Always less than To To specify 24 hours set From at 00 00 and To at 23 59 Default 00 00 To End notification time hh mm Military format 24 hour clock Always more than From To specify 24 hours set From at 00 00 and To at 23 59 Default 23 59 Notify After Number ...

Page 99: ...on attempts when new messages exist in this user s mailbox voice processing counts only successful tries i e successfully performing each action in the Method field Possible values 0 999 Default 1 Voice processing continues until the user has played every new message Table 4 12 Notify Menu Screen Fields continued ...

Page 100: ...sing stores the telephone number in the Method field token R User notified when the caller s telephone number is relayed to the user s beeper display or forwarded to a voice answered telephone Notification ends when the maximum number of tries Max Times has been reached PICKUP Turn off a message waiting light after a user has retrieved messages from his mailbox Notification begins after the user p...

Page 101: ...erent destinations during the day or week Important Using voice processing s User Notification option for his her User ID mailbox a user can enable or disable an existing Notify record and modify the contents of the record s Variable field Possible values blank telephone number extension Token Programming Language Default blank Method Programmed dial actions voice processing performs to notify the...

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Page 103: ...Language The Token Programming Language may be used in the following fields Users Menu s Extension Field Typically the Users Menu s Extension field contains the actual telephone station extension number for the corresponding User ID It may contain tokens Or it may be empty Auto s Extension Field The default value for the Auto record s Extension field is the value in the User s Extension field Howe...

Page 104: ... procedure In the case of the Method field voice processing does not attempt to access a port for an outbound notification call 1 1 Plays DTMF tone 1 2 2 Plays DTMF tone 2 3 3 Plays DTMF tone 3 4 4 Plays DTMF tone 4 5 5 Plays DTMF tone 5 6 6 Plays DTMF tone 6 7 7 Plays DTMF tone 7 8 8 Plays DTMF tone 8 9 9 Plays DTMF tone 9 0 0 Plays DTMF tone 0 Plays DTMF tone Plays DTMF tone A A Plays DTMF tone ...

Page 105: ...ge waiting light control creates the file LIGHT ON in the User ID s directory Used with the Y token to control voice mail s processing of tokens particularly in situations where voice processing should perform an action once regardless of the number of times the tokens are attempted A message waiting light that uses the same codes to turn on the light as it does to turn off the light i e a toggle ...

Page 106: ...e P D N Says plays the percentage of free flash ROM space as a number E Extension field replaced with the contents of the current User ID s Extension field Syntax E F User ID s Directory Name 1 Directory Name 2 or Comment field replaced with the contents of the Users Menu s Directory Name 1 Directory Name 2 or Comment field for the User ID Syntax F n uid where n Number representing one of the foll...

Page 107: ...S3 storage token 3 S13storage token 13 S4 storage token 4 S14storage token 14 S5 storage token 5 S15storage token 15 S6 storage token 6 S16storage token 16 S7 storage token 7 S17storage token 17 S8 storage token 8 S18storage token 18 S9 storage token 9 S19storage token 19 Each port has a unique set of twenty S tokens which do not conflict Therefore two different ports may use the same S token with...

Page 108: ...oftware Syntax X Y Current date replaced with the current date mmddyyyy This is the same format used in the P token for dates Syntax Y Example P Y D Says the current date month day year Z Current time replaced with the current time in 24 hour format hhmm This is the same format used in the P token for time Syntax Z Example P Z T Says the current time in 24 hour format hours minutes LEN Length repl...

Page 109: ...ID specified Voice processing continues standard processing at the User ID per the User ID mailbox processing diagram Chapter 3 How Voice Processing Operates Syntax G uid where uid User ID Example G 299 Goes to User ID 299 H Hang up process defines the specified uid as the uid that voice processing processes when it detects a hang up condition This is useful for performing cleanup and or exit rout...

Page 110: ... defined in the Done chain Syntax KC uid sec where uid Valid User ID Can be a variable sec Value to be compared with the security code Can be a variable Example KC 375 23456 Compares 23456 with the value of User ID 375 s security code If equal processes the next token Otherwise proceeds to the value defined in the Done chain KD Delete User ID mailbox message deletes the message in the specified me...

Page 111: ...the GVPH stores the value in field 2 of the callerid txt as S2 If no match is found the remaining values in the token string are ignored and the GVPH executes the Done chain KI Position of substring in string the KI token searches string for the first occurrence of substring The result of the search is the position of the substring within the string and it is stored as the variable Syntax KI subst...

Page 112: ...NOT SUPPORTED KV Delete record from a database for the file specified deletes the first record with the value in that field if any Voice processing assumes it is the name of an ASCII file with columns separated by commas Syntax KV file field value where file ASCII file with columns separated by commas comma delimited Valid DOS file name Can be a variable field ASCII file column number 1 is the val...

Page 113: ...ime the greeting plays waiting for the caller to press a DTMF If the caller presses 5 voice processing immediately continues processing at the User ID specified in the Menu 5 field If the caller makes no selection voice processing continues processing at the next token If the caller makes an invalid selection voice processing continues processing at the Done chain N Update database record the N to...

Page 114: ...the greeting R G3 S5 20 G3 Plays greeting 3 Please enter the number of key systems you want to order S5 Stores the caller s entry in variable S5 20 Waits 2 seconds 20 10 2 for DTMF after playing the greeting N ORDERS DOC 5 S1 9 S2 12 S5 Searches ORDERS DOC for the first record that has the value of S1 in field 5 Replaces the current value of field 9 with S2 Replaces the current value of field 12 w...

Page 115: ...Sn DTMF digits currently represented by the variable Sn where n is a number from 0 to 9 This is most effective for repeating the DTMF entered by a caller for confirmation Sn N DTMF digits currently represented by the variable Sn as a number where the range is assumed to be between 0 and 999 million Sn D DTMF digits currently represented by the variable Sn as a date where the format is assumed to b...

Page 116: ...or the current User ID use questions from other User IDs by specifying which User ID s greeting to access with a sign followed by the uid For example G7 123 would use greeting 7 from User ID 123 Syntax Q Gn E where Gn Greeting number range 1 7 E Groups the responses to the previous greetings as a single message Additional greetings or groupings Examples Q G1 G2 G3 G4 G5 G6 G7 G1 9000 G2 9000 Voice...

Page 117: ...mber for the current User ID range 1 7 Sm One of the S storage variables range 0 19 delay Time in tenths of seconds to wait for DTMF after playing the greeting range 0 99 If omitted defaults to 0 Example To prompt and have a caller enter a telephone number and have voice processing store that telephone number to be used later you could Record in greeting 1 Enter your telephone number Finish by pre...

Page 118: ...columns separated by commas comma delimited Valid DOS file name Can be a variable field ASCII file column number 1 is the value of the field before the comma Can be a variable item An alphanumeric string Can contain S variables Sn One of the S storage variables range 0 19 Examples A caller enters his customer number to hear his credit line R G1 S1 20 G1 Plays greeting 1 Please enter your customer ...

Page 119: ...to n rings for a voice to answer n T Wait up to n seconds to hear a dial tone Example W 3 P Waits up to 3 rings for a paging beeping system to answer You can use this to confirm that the paging company answered before playing DTMF to the paging company for pager notification of messages X NOT SUPPORTED Y Deletes file Syntax Y file where file Valid file name Can be a variable Example Y OLD TXT Dele...

Page 120: ...gives S1 the value of 753 Exists in file searches the specified file for the specified item Stratagy searches the file on a line by line basis and the item is found when it matches an entire line within the file If the item is found processing continues at the User ID specified if not processing continues with the next token For Holiday Greeting Application see Chapter 6 Customization Examples Syn...

Page 121: ...iables S0 S19 to the specified file Typically you would use this with the token which reads the S variables Note To avoid potential simultaneous access errors within the same User ID if you read with the token write with the token Syntax file where file ASCII file with columns separated by commas comma delimited Valid 8x3 DOS file name Can be a variable Note Maximum of 1 custom made file is taken ...

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Page 123: ... use for defining User ID Notify records This chapter provides examples grouped by menu i e Users Notify Auto of some of voice processing s capabilities Each example provides detailed information including the programming and how it works For examples that use the Token Programming Language each token is defined Note See Chapter 5 Token Programming for complete details about the Token programming ...

Page 124: ...u can create a status User ID that tells the number of messages waiting in several other User IDs Program Example In the following example Message User IDs 1000 2000 3000 Status User ID 9999 To program the example For User ID 9999 define the user s record to contain How It Works For each of the three User IDs the name recording associated with the User ID plays followed by the total number of mess...

Page 125: ...cial User ID 5222 Back door User ID 6222 System code to return to a caller placed on transfer hold F To program the example 1 Customize User ID 5222 by defining the Users record and recording the greeting 2 Define the user s record to contain 3 Access the User ID mailbox via telephone Record Greeting 1 There is an important call for David How It Works When voice processing tries to transfer a call...

Page 126: ...ack to Original Extension User ID Call pickup code 5 5 Telephone number to pick up call 240 To program the example 1 For User ID 5 Page Party define the user s record to contain 2 Access the User ID mailbox via telephone Record Greeting 1 has a call holding To pickup dial 5 5240 3 For User ID 500 Call Park Station define the user s record to contain Extension S0 P F 30 P U P P G1 F G 500 Suppresse...

Page 127: ...er ID stored in S0 This sends the caller back to the original User ID 8 Voice processing performs a hookflash and calls the original station again before taking a message Second User ID There is no simple way to directly take a message without calling a second time In order to do that a second User ID must be created for each station using this feature Each of these new User ID s have To make matt...

Page 128: ...he caller enters the digit voice processing accesses another User ID that contains the instructions in the proper language In order for callers to always access the proper language Caller Instructions User ID you can program voice processing to perform the following 1 If Spanish is selected remember the language selected 2 Before playing the default Caller Instructions User ID 991 determine which ...

Page 129: ...ecause whenever a new call is answered voice processing initializes the S tokens to empty string Therefore if the caller never presses 1 for Spanish the S1 is never set to the value SPANISH and control continues automatically from User ID 991 to User ID 992 Figure 6 1 shows how switching and maintaining languages works for this example When voice processing answers the call Company Greeting User I...

Page 130: ... voice processing follows the User ID s Done chain If invalid voice processing processes User ID 992 which determines that Spanish is being used S1 has the value SPANISH Voice processing then processes the Spanish Caller Instructions User ID 981 Company Greeting User ID default is User ID 990 New Call Caller presses S1 equals SPANISH S1 does not equal SPANISH NO YES Thank you for calling our compa...

Page 131: ...s RNA chain for normal call processing User ID 980 Holiday Greeting Greeting 2 plays Toshiba is closed for the holiday ASCII text file HOLIDAYS TXT lists all holiday dates Voice processing System Configuration s per Port Definitions box_grt parameter is configured to start at User ID 900 for all valid ports Note Token txt files are limited to 100Kbs To program the example 1 For User ID 900 Holiday...

Page 132: ...2 HOLIDAYS TXT and press Enter The file copies to the voice processing system s drive drive C The GVPH supports 20 token directory locations token01 token20 If the same file name is transferred more than once the token01 file location is used To configure the voice processing System Use the System Configuration option of the Configuration Utility to modify the Per Port Definition box_grt See Chapt...

Page 133: ...n his mailbox Program Example In the following example User ID 405 name recording Ken Number of new messages in User ID mailbox 405 3 To program the example Define the Notify record to contain How It Works Per the notification schedule voice processing 1 Dials the user s telephone number 2 Waits for a voice to answer 3 Says the user s recorded name Ken 4 Says the user s total number of messages an...

Page 134: ...hen the pager answers Relays the User ID Relays the total number of messages Relays the number of new messages For this example the following displays on the pager 405 5 3 Title enter title comment for identification Type NORMAL Variable digital pager s telephone number Method 9W 4 T V W 2 P U M N 9 Dials 9 for an outside line W 4 T Waits up to 4 seconds to hear dial tone V Dials the contents of t...

Page 135: ... the to designate a in the pager display To program the example Define the Notify record to contain How It Works When voice processing receives an Urgent call for this User ID voice processing 1 Dials the user s digital pager s telephone number 2 When the pager answers voice processing relays the User ID For this example the following displays on the pager 405 Title enter title comment for identif...

Page 136: ...he notification schedule voice processing 1 Dials the user s digital pager s telephone number 2 When the pager answers Relays the User ID Relays the caller s telephone number For this example the following displays on the pager 2765 5833700 Title enter title comment for identification Type RELAY Variable digital pager s telephone number Method 9W 4 T V W 2 P U R 9 Dials 9 for an outside line W 4 T...

Page 137: ...ou want to create three Notify records for one User ID Each record contains a different telephone number to call one for each of the three people who will potentially be notified To program the example 1 Define the first Notify record to contain Notify After 0 Continue Every 5 Max Times 0 2 Define the second Notify record to contain Notify After 15 Continue Every 5 Max Times 0 3 Define the third N...

Page 138: ...ood morning Thank you for calling Toshiba Greeting 3 plays Good afternoon Thank you for calling Toshiba The schedules morning greeting schedule starts at 8 00 a m Monday through Friday afternoon greeting schedule starts at 12 01 p m Monday through Friday evening greeting schedule starts at 5 01 p m Monday through Thursday weekend greeting schedule starts at 5 01 p m Friday To program the example S...

Page 139: ...01 12 01 p m Every Month s 0 Every Day s 1 Every Hour s 0 Every Minute s 0 Restricted To MTWTFSS YYYYYNN Extension leave blank Rings leave blank Do Not Disturb On Call Screening Off Greeting 3 Enabled Yes Change On date 08 15 2006 Change At time 17 01 5 01 p m Every Month s 0 Every Day s 1 Every Hour s 0 Every Minute s 0 Restricted To MTWTFSS YYYYYNN Extension leave blank Rings leave blank Do Not ...

Page 140: ...ions If a caller accesses User ID 990 Company Greeting during the afternoon 12 01 p m to 5 01 p m Monday through Friday voice processing 1 Plays User ID 990 s greeting 3 Company Greeting 2 Follows the User ID 990 chain to User ID 991 Caller Instructions If a caller accesses User ID 990 Company Greeting during the evenings 5 01 p m Monday through Thursday to 7 59 a m the next morning and weekends 5...

Page 141: ...day To program the example Scheduling the Christmas greeting includes defining the Auto record and recording the greeting for User ID 991 1 Define the Auto record as follows 2 Access the User ID mailbox via telephone Record Greeting 4 Our offices are closed December 25th to celebrate Christmas We wish you all a happy holiday season Please call back during regular business hours How It Works When D...

Page 142: ...are Greeting 1 plays Thank you for calling User ID 990 chains to User ID 991 The User ID 991 Caller Instructions assumptions are Thanksgiving greeting greeting 5 Start greeting time 8 01 a m Days greeting plays Thursday To program this example Scheduling the Thanksgiving greeting includes defining the Auto record and recording the greeting for User ID 991 1 Define the Auto record as follows 2 Acce...

Page 143: ... ID to automatically access a different telephone number for the user on a particular day of the week time of day etc by entering the telephone number in the Auto Record s Extension field Normally voice processing processes calls to the Users Menu Extension field however when a scheduled event occurs voice processing processes the calls using the Auto Record s Extension field For this example assu...

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Page 145: ...oubleshooting applications See Chapter 8 Maintenance and Troubleshooting for information View System User Activity You can track system and user activity on the voice processing system by viewing the Main and Users Menus respectively Main Menu Statistics The Main Menu displays shown at right the system activity statistics The menu provides Port activity and CPU usage Number of defined User ID mail...

Page 146: ...ts that provide information about the voice processing system and User ID mailboxes Log information using the XADM4 Admin Filecopy option to import a log file into a program on another PC see Log Information on page 1 2 for details Users Menu information using the XADM4 Admin Reports Menu Log Information If you need more system or User ID information voice processing provides the following logs Me...

Page 147: ...can view print or save the report to a file Viewing and printing is restricted to 80 characters across outputting to a file is not restricted Report Definitions Defining the contents of a report involves selecting the Report Definition Fields from the Reports Menu This report definition can be saved for future reports you want defined using this format and once saved can be used to generate a repo...

Page 148: ...ages Maximum from left to right the values for these fields would be User ID 1 Messages Maximum 3 Calls Last 2 4 Select Save by pressing Alt S Note Only report definitions which you plan on using again should be saved 5 Type RPT RPT and press Enter Note The report name is set for RPT RPT and you cannot enter anything else 6 When you have finished with the Reports Menu press Esc The Main Menu displ...

Page 149: ...mote PC using the XADM4 Admin software to view or print them 1 From the Reports screen create a report definition see Create Report Definitions on page 1 4 or load an existing definition see Load Exist Report Definition on page 1 4 The Report screen with the definition displays 2 Press Alt R 3 Type the range of User IDs you want to include in the report or leave both fields blank to access all Use...

Page 150: ... processors spreadsheets and databases 1 Place a formatted standard IBM compatible 3 5 inch 1 44 MB floppy disk in drive A of the XADM4 Admin PC 2 From the Main Menu press Alt T to select the Tools option 3 Select Filecopy form the Tools Menu 4 In the Source System field where the file currently resides press F2 to display a pop up box of selections Highlight PC and press Enter 5 In the Copy From ...

Page 151: ...he definition file name is RPT RPT this name is fixed and can not be changed Run Press Alt R to compile a report using the report definition you just created or loaded and the User ID range selected View Press Alt V to display the last report you ran Print Press Alt P to print the last report you ran Uses the default printer configuration of the Uadmin PC File Press Alt F to output the last report...

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Page 153: ...vely maintenance free The flash ROM memory device used in the voice processing unit contains no moving parts unlike traditional hard drives The UADM2 Admin software provides the utility and diagnostic programs to maintain and monitor the voice processing system This section discusses Tools Utility Available from the Main Menu this utility consists of procedures that Back up and restore databases a...

Page 154: ...ne System Configuration Toshiba Plug and Play and System Configuration options see Chapter 2 Configure UADM2 Software for details Figure 8 1 Navigating the Tools Menu Tools Menu select menu item Backup Utility Stratagy System Configuration Upgrade Stratagy Software Toshiba Plug and Play Restore Utility Retrieve Trace File Filecopy Telephone System Configuration Parameters 7363 Strata CIX w SMDI Ed...

Page 155: ...Note Messages cannot be backed up using this utility Refer to Chapter 1 Access and Use UADM2 Admin CAUTION During the Backup and Restore procedures voice processing cannot process calls When any Backup or Restore function is selected UADM2 Admin queries voice processing concerning calls currently in progress If calls are in progress UADM2 Admin asks if the calls can be terminated If call terminati...

Page 156: ...vailable disk space to accommodate the backup file Based on the GVPH s estimated Backup time shown on your screen use the calculations shown below to estimate the required disk space Transmitting at 9600 bps Bytes Per Second bps written to Admin PC hard disk 800 bytes Example If UADM2 Admin displays a five minute backup time and communication is at 9600 bps then 5 minutes 300 seconds 300 seconds x...

Page 157: ...directory 3 The directory defaults to C Uadmin20 BACKUP If you have the file s backed up to a different directory type over the default Press Enter Notes l Restoring files from the UADM2 Admin PC s floppy disk drive is not supported l Be sure to enter the complete path including the drive letter 4 Optional If you entered selection 2 Restore Names Greetings in Step 2 you are asked to enter a beginn...

Page 158: ...es To define the dial codes you must modify the telephone system dial code parameters System Integration Patterns Enables modification to the telephone system integration patterns Note The telephone system configuration is set using the pbx_type parameter see pbx_type on page 1 13 for details With this option preset dial codes for other manufacturers systems can be enabled or modified As an exampl...

Page 159: ... Telephone System Dial Codes Screen or further modifications to the dial codes are needed you can modify a dial code parameter 1 From the Tools menu press 4 The Telephone System Configuration screen displays 2 From the Telephone System Configuration screen press 1 The Telephone System Dial Codes screen displays 3 Use the arrow keys and or Page Up and Page Down keys to highlight the dial code param...

Page 160: ...ised call transfers to request the telephone switch reconnect the caller to Stratagy when The attempted extension rings and does not answer within a specified number of rings configurable per User ID in Users Menu Maximum Rings field Typical value F hookflash No change required Dial code to return to caller when there is a Busy The code Stratagy dials during supervised call transfers to request th...

Page 161: ...me telephone systems play a specific DTMF tone whenever a caller hangs up This provides faster hang up detection and call processing If your telephone system supports this feature enter the DTMF tone Typical value d No change required What to dial before dialing the User ID extension The code Stratagy dials after dial tone detection and before dialing the extension number Typical value left blank ...

Page 162: ...on strings that Stratagy should match Proceed to Define the Integration Strings Stratagy Matches on page 1 11 5 After making the change s press ESC The Telephone System Configuration screen displays 6 From the Telephone System Configuration screen press 1 The changes are transmitted to Stratagy and Stratagy is shut down and restarted By shutting down and restarting Stratagy the changes take effect...

Page 163: ...Telephone System Configuration screen displays 6 From the Telephone System Configuration screen press 1 The changes are transmitted to Stratagy and Stratagy is shut down and restarted By shutting down and restarting Stratagy the changes take effect or 2 The changes are transmitted to Stratagy but Stratagy is not shut down or restarted Until you restart Stratagy the changes do not take effect or 3 ...

Page 164: ... V token when used in conjunction with SMDI integration 1 Using any text editor create the DOS text file CALLERID TXT on the Stratagy Admin PC The format should be 9495833700 890 9495876798 890 where 9495833700 and 9495876798 are the Caller ID phone numbers 890 is the GOTO mailbox 2 Save this file as C CALLERID TXT 3 From the Stratagy Admin Main Menu press Alt T to access the Tools menu 4 Press 8 ...

Page 165: ...900 4 16 Press ESC 17 From the Stratagy System Config screen press 1 The changes are transmitted to Stratagy and Stratagy is shut down When the copy is complete this status box displays 18 Press any key to reboot Incoming calls are now routed to User ID mailbox 900 where Stratagy searches for a Caller ID match The example mailbox 900 looks like this Mailbox 900 Extension KFV CALLERID TXT 1 K 2 S2 ...

Page 166: ... The trace file name defaults to TRACE OUT From the Retrieve Trace File screen shown at right press Enter 3 Enter the directory where you want to copy the file The default is C UADMIN20 If you need a different directory type over the default Press Enter Be sure to enter the complete path If the directory already exists you are given the option of entering a new directory or overwriting the file Th...

Page 167: ...em activities including digits dialed and boxes executed Call Activity Log ins log outs messages received and messages retrieved Traffic Information concerning system load and possible problems caused by the load System Control flow between functions Error Abnormal conditions faults exceptions etc Threads Program processes Use the spacebar to toggle between Yes for inclusion of data or No for excl...

Page 168: ...M2 Admin PC for the file to be copied Parameters Limiting factors date time range channel information mailbox information Time From Starting date and time for trace data Enter in dd mm yy hh mm ss format Time To Ending date and time for trace data Enter in dd mm yy hh mm ss format Channels List Channel numbers When no numbers are entered all channels are included in the output Mailboxes List When ...

Page 169: ...py To field type Stratagy and the file name Note If a directory name is not entered Filecopy assigns the destination for the file to the UADM2 Admin directory 7 Press Enter when finished While voice processing copies the file a dialog status box displays shown at right When the copy is complete this status box displays shown right 8 Press any key to continue 3253 3254 ...

Page 170: ...ly and firmly attached Loose cables can cause erroneous or intermittent signals You may need to inspect the cables for loose wires and connectors for loose pins If a problem occurs while voice processing is functioning document as much information concerning what is happening as possible Once the information is obtained shut the system down to prevent any extensive file corruption Remember to docu...

Page 171: ...language Table 8 3 GVPH Jumper Settings Stratagy Configuration Language Setting Jumper Box 990 991 983 411 Prompt Language Greeting 1 Grerting 2 SW1 OFF English English then Spanish English SW1 ON Spanish Spanish then English Spanish Jumper Position Function SW2 OFF For using Admin PC default ON For use by Field Engineer SW3 NEW Program update latest default OLD Program update previous Table 8 4 L...

Page 172: ... ON Backup and Shutdown for Power Off Error ON Table 8 4 LED Indicators on the GVPH Process LED Pattern continued On Dark interval 0 2 sec One cycle 1 8 sec Shutdown complete Shutdown failed Dark On On Dark interval 0 2 sec One cycle 1 8 sec Backup and Shutdown for Power Off Shutdown complete Dark On Backup failed Dark On Shutdown failed One cycle 0 4 sec Each cycle 0 4 sec ...

Page 173: ...eshooting No Memory Card Installed Software Upgrade Table 8 4 LED Indicators on the GVPH Process LED Pattern continued On Dark interval 0 025 sec One cycle 0 225 sec Dark On Dark On When the download Part1 Part2 Finish Displays for five seconds is completre refer to power on display Part1 Part 2 Download Error Error Program Error ...

Page 174: ...Tools menu see Retrieve Trace File on page 1 14 To enable TRACE OUT 1 From the Main Menu press Alt s to select the shutdown function GVPH asks for the password 2 Enter the password the default is Stratagy and press Enter 3 From the Shutdown Menu highlight Shutdown and Trace CURRENT Version option Press Enter A dialog box displays asking you to confirm the shutdown 4 Press Y to continue GVPH shuts ...

Page 175: ... instructions 3 Press ESC The GVPH System Config screen displays 4 From the GVPH System Config screen press 1 to save your changes UADM2 Admin transmits the file to the GVPH 5 When complete press any key to continue The system starts logging the information to the MSG LOG file after GVPH restarts The DOS prompt displays 6 Optional Restart UADM2 Admin To copy MSG LOG 1 From the Tools menu press 8 T...

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Page 177: ... 3 11 box_snd parameter 2 7 boxlist 4 4 busy greetings 3 12 C call blocking 3 13 call processing control 3 3 chains 3 3 groups 3 3 menus 3 3 token programming language 3 3 call screening 3 10 4 26 call transfer 3 11 caller instructions user ID 991 3 2 calling party identification 2 23 3 10 cancel_busy_hold parameter 2 7 chains 3 3 3 11 cmt_maxlen parameter 2 7 3 12 company greeting 3 2 3 13 config...

Page 178: ...2 11 3 2 3 12 status 1 11 FIFO 3 16 4 12 filecopy 8 16 fixed length user ID parameters 2 19 fixed_len0 9 parameter 2 19 future delivery 3 12 parameter 2 9 user ID 995 3 2 3 12 future_delivery parameter 3 12 G gain_norm parameter 2 10 3 16 greetings 4 10 4 26 busy 3 12 company 3 10 3 13 current 4 11 holiday 6 9 6 19 6 20 personal 3 10 3 12 port selectable 3 13 restart 3 13 time of day 6 16 group pa...

Page 179: ...rder 4 12 pause during playback recording 3 16 pending 3 17 playback control 3 16 purging 3 16 queues 3 17 retrieval control 3 16 saved 3 17 statistics 4 17 store 4 10 urgent 3 17 volume 3 16 4 10 message pending 4 11 min_msg parameter 2 12 MSG LOG 8 23 copy 8 23 enable 8 23 msg_log parameter 2 12 msg_pending_threshold parameter 2 12 3 17 multiple system languages 3 17 N n_msg_scan parameter 2 12 ...

Page 180: ...max_prompt 2 11 min_msg 2 12 msg_log 2 12 msg_pending_threshold 2 12 3 17 n_msg_scan 2 12 n_ochan 2 12 3 16 3 19 n_rings 2 18 nam_maxlen 2 12 3 17 notify_restriction 2 12 3 19 parity1 4 2 17 partial_q_ok 2 12 password 2 13 pbx_type 2 13 per port definitions 2 18 play_caller_id 2 13 3 10 play_skip 2 13 3 16 please_hold 2 13 purge 2 13 3 16 security_max_length 2 14 3 20 security_min_length 2 14 3 20...

Page 181: ...ameter 2 14 3 20 security_min_length parameter 2 14 3 20 serial_port1 4 parameter 2 17 short_direct_send parameter 2 14 shut down procedure via telephone set 1 7 shutdown see system shutdown shutdown parameter 2 14 single digit menus 3 19 4 16 singular tokens 5 2 skip_name_announce parameter 2 14 SMDI calling party identification 2 23 3 10 integration 2 21 serial integration testing 2 23 smdi_base...

Page 182: ...5 17 G go to user ID 5 7 H hang up process 5 7 I if conditional 5 7 KB plays tone 5 7 KC compare security code 5 8 KD delete mailbox message 5 8 KF suppresses DTMF gate 5 9 KI position of substring 5 9 KL log in caller 5 9 KM soft modem 5 10 KR creates a recording 5 10 KT forwards calls 5 10 KV delete record 5 10 L switch system language 5 10 M audiotex menu 5 11 N update record 5 11 5 12 O timed ...

Page 183: ...greeting 3 2 3 13 991 caller instructions 3 2 994 fax tone detect 3 2 3 12 995 future delivery 3 2 3 12 996 guest defaults 3 2 3 14 997 defaults box 3 2 998 direct message 3 2 999 system administrator user ID 3 2 3 19 customization examples 6 1 fixed length parameters 2 19 how voice mail processes 3 5 mailboxes 3 4 3 8 4 2 copy 4 3 create 4 2 delete 4 4 modify 4 3 types control 3 4 information 3 4...

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