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.!! IARPLUs”AVP(Automated Voice Prdcessin,g)TECHNICAL MANUALMMUNICATIONSSTEMS
STARPLUS@ AVP TECHNICAL MANUAL .,.:. *. :Table of ContentsSECTION 100100.1100.2100.3INTRODUCTION . .MODULES .HARDWARE . . . . . .A. BASE UNITS .B. VOICE BOARDS (PORTS) .! .,,.,inC. SYSTEM SIZE .D. OPTIONAL EQUIPMENT .E. LOCATING THE SYSTEM .I,F.INSTALLATION .SECTION 200200.1200.2100-l1ocl-21m-31004 .100-4lo&.-;‘100-5100-5100-6FEATURE DESCRIPTION . .I/. . . ,. . . . . 200-INTRODUCTION . . . :. . . 200-lVOICE MESSAGING . . .;? . 200-lA. PASSWORD .i. . 200-lB. GREETING .:. ?, . 200-lC. RETRIEVING MESSAGES .:.;. . .200-lD. SENDING A MESSAGE. .200-2E. STATE .200-2F. MESSAGE NOTIFICATION .‘ . .‘. 200-2G. EDIT TIME PERIOD .200-3H. DISTRIBUTION LISTS .200-3AUTOMATED A-lTENDANT .200-3A. SYSTEM ACCESS.206-4B. PASSWORD . .200-4.C. TRANSFER OPTIONS . . . .! .-. . .- . 200-4, ,D. CALL SCREENING .;. .2im4”E. CALL HOLDING . . . i ; . . . ;zl)o;rd;:F. CALL FORWAEPING. .:;.“. . 2&4 :.MENU ROUTING. . . :.; . .:. *.’ “’ ’., . i . e&. 35:.‘ 3. ,MULTI-TASKING . . . i. .:.i . . .2m6 .200.3200.4200.5SECTION 210210.1INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .“. & .iSECTION 220220.1Issue 1, April 1992VOICE MESSAGING . .r. .”. ., . . . . . . . . . . ;.:.a%HVOICE MESSAGING . . .T.,. i .,, 210-5: .j.::A. PASSWORD . . . qkt. .B. GREETING .‘-‘:2tQ-tc. RETRIEVING MESSAGES . . . .2&sD. SENdiNG A MESSAGE . . .21’&2.E . S’iA’iE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . “2m-iF. MESSAGE NOTlFlCATtON . .: ::. . . . ii. . .- . . . . .,,. 2j&G. EDIT TIME PERIOD . :.y. ,y . y;.;,:: . . . 21e3,,.H. DISTRIBUTION LISTS . . .2x&iA U T O M A TE D&TTEN,DANT . . .:.:.L’ .‘. .,. .INTRODUCTION .A. SYSTliti ACCESS . r.:.:.::.L. . @.lji220-l.220--l. .II
TABLE OF CONTENTSSTARPLUS @ AVP TECHNICAL MANUAL.220- 1.220-l.220-2.220-2220-2B.PASSWORD. .C. TRANSFER OPTIONS. .D. CALL SCREENING .E. CALL HOLDING .F. CALL FORWARDING .SECilON 230MENU ROUTING. . . .‘.*. . . 230.1SECTION 300300.1INTRODUCTION. .230-lFEATURE OPERATION .300-IVOICE MESSAGING OPERATION .310.1310.2. . 230-lINTRODUCTION. .300- 1.I.: . . 300-lA. SOME BASICS. .300- 2B.GETTING STARTED. .SECTION 310,’-.31 o-1INTRODUCTION. .VOICE MESSSAGING .A. SYSTEM ACCESS. .B. RECORD NAME .C. PASSWORD . . ;:. .D. GREETING .E.RETRIEVING M E S S A G E S .F.SENDING A MESSAGE .G. REPLY TO SENDER .H. STATE .I.MESSAGE NOTIFICATION .i. .J.EDIT TIME PERIOD. .K.SEND MESSAGE TO DISTRIBUTION LIST. .31 O-l.31 O-l.31 O-2AUTOMATED AlTENdAiT OPEiATlON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320-l31 o-431 o-5.310-6.310-7310-9.310-10.31 O-l 1.310-12.310-14.310-15.:. .I’INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ;. . . . . . . . . . . ;.320-1A. SYSTEM ACCESS . . . .t .320-2.320- 3,. B. PASSWORD .CALL TRANSF,ER OPTIONS .320-4c.CALL SCREENING .320-5D.CALL HOLDING . . . . .320-6.320-7CALL FORWARDING .: . . .MENU ROUTING OPERATION . . . . . . .‘.SECTION 330330.1330.2J .1.330.34f.*330-l :INTRODUCTION . . . . . . . . . . . . . . . . . . . . v. . . . . . . . 1.: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330-IA. PREPARATION ,.: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33051MENU ROUTING . . . . . . . . . . . . . . . . . . . . . . ./. ::: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .*. 330-3A. CREATE . . . . . . . . . . . . . . . . . . . . . . . . ;: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ,:;.330-4330-4B. DELETE . . . . . . . . .d. * . . . . . . . . . . . . .* rn.C . E D I T . . . . . . . . . . . . . . . . . . . . . . . . . . .330 D. ,KEY ,ACTIONS . . . . . . . . . :: . . . . . . . :! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330-7E . SAMPLEM E N U S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .330-9SElTlNGS .’. . . ‘- . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .330-12.A. CANNED MENUS . . . . . . . . . . . . . . . . . . * . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . * . . . . . . . . . . . . . 330-13; s
STARPLUS @ AVP TECHNICAL MANUALI’.SECTION 600600.1600.2600.3SECTION 610610.1610.2610.3SECTION 620620.1620.2620.3Issue 1, April 1992DATABASETABLE OF CONTENTS.“.ADMINISTRATION .INTRODUCTION. .OPERATION .A. NON MULTI-TASKING SYSTEM. .B.MENU ITEMS. . .C. KEYBOARD COMMANDS . I. . .MULTI-TASKING . .A. INTRODUCTION .B. USING THE MULTI-TASK CONTROLLER SCREEN. .C. MULTITASKING PROGRAMMING. .CONFIGURATION 0-5.600-661 O-lINTRODUCTION. .A.REGISTRATION. .B.PHONE SYSTEM MENU .C. DIALING PREFIXES .D. FEATURE PREFIXES. .E.HANG UP DETECTION .F. AUTOMATIC DETECTION. .G. CONFIG.SYS FILE. .S Y S T E M .A. CALL OUT LINES. .B.LOGGING. .C. BLOCKAGE GROUPS. .D. RW&FF SPEED. .E. OTHER SETTINGS. .F.INPUT LENGTHS. .G. WORK HOURS . .H. VOICE CHANNELS. .LANGUAGE. .I.LOW LEVEL. .61 O-l.61 O-2.61 O-3.61 O-4.61 O-5.610-7.61 O-9.610-g.61 O-l 1.61 O-l 1.610-12.610-13.61 O-l 4.61 O-l 4.610-15MODULES . . . . . . . . . . . . . . . . . . . . . . . . .*.*.*.620-l6 l.? &-.610-k.610-17.610-17INTRODUCTION .620- 1GLOBAL SETTINGS .620- 1A. INITIATE CHANNELS. .620-2B. NUMBER OF RINGS ., ,. ., 620-4C. RETRIES AND TIME-OUTS . ;;. . :.:“:.-. . .620-5.D. CLASS OF SERVICE. . . .620-6E. SYNCHRONIZE PASSWORD .620-l 1DISABLE THANK YOU .F.620-l 1VOICE MESSAGING .620-l 2A. MAILBOX MAINTENANCE .620-l 2B. CREATE MAILBOX. .620-l 3C. CREATE RANGE .620-14D. EDIT MAILBOX .620-l 5E. TIMED SETTINGS .620-16F.DELETE MAILBOX.620-l 9G. DELETE RANGE .620-20IIIt
TABLE OF CONTENTS620.4620.5620.6620.7620.87 c,& 4j20.9.620.105.: . .; Vm 620.1132’. .G i,-,; 620.12STARPLUS @ AVP TECHNICAL MANUALSE-ITINGS .A. MESSAGE CLEANUP TIME. .B.QUICK JUMP KEY. .C. VOICE MESSAGING OPERATOR .D. 0 FOR OPERATOR. .E.SET MINIMUM RECORD. . en. .F.DELETE STATISTICS. . .G. STATISTICS ON/OFF .H. MESSAGE WAITING (RS232) .CUSTOM PROMPTS. .A. SELECT CUSTOM GREETING .I. .DISTRIBUTION LISTS .A. EDIT DISTRIBUTION LISTS. .B.CLEAR DISTRIBUTION LISTS .C. RECORD DESCRIPTIONS. .AUTO A-ITENDANT. .A. EXTENSION MAINTENANCE. .B. CREATE EXTENSION .C. CREATE RANGE .D. COPY MAILBOX INFORMATION .E.EDIT EXTENSION. .F. DELETE EXTENSION. .G. DELETE RANGE .SETTINGS .A. OPERATOR .B. 0 FOR OPERATOR .C. OUTSIDE TRANSFER .D. MAXIMUM HOLD COUNT .CUSTOM PROMPTS. .A. RECORD CUSTOM GREETING. .B.RECORD CUSTOM INSTRUCTIONS .COMPANY DIRECTORY .A. TOGGLE ON/OFF .B.INVOKING EXTENSION .C. SET KEYS NEEDED .D. INCLUDE NAMES. .E. TYPE OF DIRECTORY .F.BUILD DIRECTORY .MENU ROUTING .A. PREPARATION .B. CREATE MENU .C. DELETE MENU. .D. EDIT MENU .E.KEY ACTIONS .F.SAMPLE MENUS. .SElTINGS .A. CANNED MENUS .620-21.620-2 1.620-22.620-23.620-24.620-25620-25.620-2 5.620-25,620-26:.620-2 7.620-30.620-31.620-3 .620-42.620-43.620-43.620-4 .IVIssue 1, April 1992
STARPLUS@ AVP TECHNICAL MANUALSECTION 630630.1630.2630.3630.4630.5630.6SECTION 640640.1SECTION 650650.1Issue 1, April 1992TABLE OF CONTENTSREPORTS .630-lINTRODUCTION. .630- 1A. RANGE SETrINGS. .630-lSYSTEM REPORTS .630-3A. CHANNEL ACTlVlTi REPORT .630-3B. MAILBOX ACTIVITY REPORT .630-4C. EXTENSION ACTIVITY REPORT . .I .630-5D. MENU USAGE . DETAIL AND SUMMARY .630-6E.BLOCKAGE REPORT . DETAIL AND SUMMARY. . .630-7F. CALL-OUT ACTIVITY .:. . .630-gG.NOTIFICATION . . .630-10SE-lTINGS .630-12A. MAILBOX SETTINGS .,.630-l 2B.EXTENSION SETTINGS. .630-l 3C. MENU SETTINGS .630-14D. SYSTEM SElTINGS .630-15E. CHECK OUT .630-15DIRECTORIES .630-l 6A. MAILBOX DIRECTORY .630-16B.MAILBOX BY NAME .630-l 6C. EXTENSION DIRECTORY .630-l 7D. EXTENSION BY NAME .630-17LOGS .630- 18A. ERROR LOG .630-18B. SYSTEM LOG .630-18C. CUSTOM LOG- DETAIL .630-19D. CUSTOM LOG . SUMMARY. .630-l 9CURRENT MESSAGES .630-20A. MAILBOX MESSAGE . DETAIL. .630-20B. MAILBOX MESSAGE SUMMARY .630-21UTILITIES .640-lINTRODUCTION .A. RECORDING STUDIO .B. SCREEN TYPE .C. COLORS .D. SYSTEM .E. DATABASE CLEAN UP .F. UPDATE SETTINGS .640-4.640- 5.640- 6.640-6HOUSEKEEPING.650- 1INTRODUCTION .A. IMPORT DATA .B. PASSWORD .650- 1.650- 1.650-2.640- 1.640- 2.640-4
STARPLUS @ AVP TECHNICAL MANUALTABLE OF CONTENTSSTARPLUS@ AVP Issue Control SheetISSUE NUMBER1VIISSUE DATEApril 1992CHANGEInitial ReleaseIssue 1, April 1992
STARPLUS@ AVP TECHNICAL MANUALINTRODUCTIONSECTION 100INTRODUCTION100.1INTRODUCTIONThis manual is meant to be an instructional tool for system administrators and technicians. It describes how to install, program, andmaintain the various Starplus AVP applications.In this chapter we will discuss:lStarplus AVP operational concepts lThe Starplus AVP component moduleslSystem configuration and sizinglStarplus AVP hardware componentslAttaching Starplus AVP to your phone systemThe Starplus AVP is a family of call processing products designedto increase the productivity of your telephone system. The Starplus AVP is comprised of independent software modules that perform separate and distinct functions. These functions are VoiceMessaging, Auto Attendant, and Menu Routing. Voice Messagingallows users to send and receive messages. Auto Attendant allows callers to be directed to extensions without the need for alive operator. Menu Routing allows you to create custom mulattolevel menus that allow callers to be routed based upon DTMF responses entered by the caller. All Starplus AVP systems, regardless of port/hour capacity provide these three features. Thesystem can be set up so that callers may always have the optionto go to a live operator. The Starplus AVP has predefined settingsthat enable it to integrate with the Starplus telephone systemsquickly and easily. In addition, the Starplus AVP can integrate withother manufacturer’s phone systems and PBX’s.The Starplus AVP is a microcomputer (PC) based product withspecial voice boards installed. The voice boards are specializedhardware items that digitize human speech, store and retrievespeech files from the hard disk, and provide the interface betweenthe phone system and the computer. The voice boards enableStarplus AVP to answer the phone and play back recorded messages. A caller communicates with the Starplus AVP system bypressing keys on a touch-tone telephone. The Starplus AVP listens for this input and then makes an appropriate response.In a typical configuration, the Starplus AVP is connected to a Starplus telephone system via the SLT or OPX ports which connect tothe voice boards. When a call is sent from the phone system tothe computer, the Starplus AVP will answer the phone and greetthe caller. The call is then processed in terms of specific call handling procedures.Issue 1, April 1992100-l
INTRODUCTIONSTARPLUS@ AVP TECHNICAL MANUALThe Starplus phone system and the AVP integrate via In Band integration. This integration allows the phone system to send the extension number and other information to the AVP in the form ofDTMF digits before the caller is connected to the AVP system.This allows callers to go directly to the called person’s personalgreeting without the caller having to enter the mailbox number.For system users, this means by dialing the voice mail group codethey will be prompted to enter there password.The Starplus AVP is made up of several programming components. Each component has a specific function. The first five components are located in the database administration program andare accessed through it. The last two are run time screens thatare presented while the system is running. The programmingmode does not have to be entered to view these last two items.lConfiguration - is used to set the various parameters thatprovide the interface between the phone system and thecomputer.lModules - define the type of telephone automation thatStarplus AVP runs.lReports - provide complete administrative and management information that analyzes system performance anduse.lUtilities - are special functions that include a recording studio, diagnostics, screen color settings, and system upgrades.lHousekeeping - controls various disk management functions.lRun-Time Screens - show blockage, usage, and events inreal-time.lMulti-Tasking - allows other DOS programs to run on thesame PC as Starplus AVP. This can only be utilized on386 machines.The Starplus AVP combines the best of two worlds. It has easy-touse pull-down menus that provide a simple user interface. In addition, it has the underlying flexibility of a development languagethat provides a vehicle for the design and development of any telephone automation application you can imagine. Starplus AVP hasbeen designed with the ability to grow and expand with your business. -3,;’.;::. -’100-2Issue 1, April 1992
STARPLUS @ AVP TECHNICAL MANUAL100.2MODULESINTRODUCTIONThe Starplus AVP product line consists of software modules thatare designed to perform specific functions. Modules are telephoneautomation applications that have been written in a high level development language. The Starplus AVP is a platform for runningtelephone automation applications. We refer to Starplus AVP as aplatform because by itself it can do very little. It simply providesthe foundation for running the Modules. The modules providedwith each Starplus AVP system are the Voice Messaging, Auto Attendant, and Menu Routing modules.Modules run as stand-alone applications or they can be combinedto implement more sophisticated
The Starplus phone system and the AVP integrate via In Band in-tegration. This integration allows the phone system to send the ex-tension number and other information to the AVP in the form of DTMF digits before the caller is connected to the AVP system. This allows callers to go directly to the called person's personal
