Atlas WAV Service manual

System Administrator’s Manual
Key System US
West Palm Beach, Florida
Legal Notice
Key System US reserves the right to make changes in product software, hardware, or documentation at any time, with no obligation to inform any persons or entities of such changes. Every attempt has been made to ensure the accuracy of this document. However, Key System US assumes no responsibility for any losses, whether electronic, financial, or other, that might accrue from inadvertent inaccuracies that the software or documentation might contain.
Some states or jurisdictions do not allow disclaimer of explicit or implicit warranties in certain situations. Therefore, this statement might not apply to you.
Copyright © 2000. Key System US. All rights under copyright reserved. The WAV engine is covered by patent pending and copyright protection. The contents of this document may not be duplicated by any means, whether electronic,
graphic, or mechanical, including, but not limited to, photocopying, recording, taping, or information recording and retrieval systems, for any purpose but the original purchaser's personal use, without prior written permission of Key System US.
Trademark Information
WAV, Key System US, and Atlas IIE are trademarks of KS Telecom Inc. All other trademarks are the property of their respective owners.
4910 Dyer Blvd., West Palm Beach, Florida 33407
Key System US
Table of Contents
CHAPTER 1 Overview of the WAV
The Purpose of this manual 1 Information Contained in this manual 1 Conventions used 2 Using the Atlas WAV 2 Starting the Atlas WAV 2 Exiting the Atlas WAV 2 Types of Screens in the Atlas WAV 3 Menu 3 List 3 Form 4 Confirmation Box 4 Information Box 5 Atlas WAV Runtime Help 5 Saving Your Changes 6
CHAPTER 2 Quick Guide to System Administration
Basic Atlas WAV Terms 1 System Administrator Responsibilities 2 Auto Attendant Greetings 2 Setting Up Atlas WAV Boxes 3 Programming a Subscriber or Department Box 3 Programming an Information Box 7 Programming a Group Box 9 Programming a Uniform Call Distribution Box 10 Programming a Visual Tree Box 11 Maintaining Your Atlas WAV 18
CHAPTER 3 The Automated Attendant
What is the Automated Attendant? 2 How Audio Menus Work 2 Setting Up the Automated Attendant 3 Programming the Hours of Operation 3 Defining Which Prompts to Play 3 Naming the Prompts to Play 4 Defining Times of Day to Play Prompts 4 Enabling Levels 4 Selecting Day of the Week 5 Copying Prompts to Different Days 5 Changing the Current Company 5 Saving Changes 5 Exiting the Hours of Operation Form 5 Recording Prompts 5 Defining Main Greeting Audio Options 6
CHAPTER 4 Setting Up a BASIC Atlas WAV System
Basic Information Requirements 2 Basic WAV Setup 2 Integrating the WAV to the Atlas Phone System 3 Programming the Atlas Phone System for WAV Operation 3 Voice Mail Ports 3 Station Hunt Group 4 Ringing Assignments 4 Entering System Administration 4 Logging On 5 Set Up the Operator 5 Edit Subscriber 6 Select As Operator 7 Set Type 7 Set up Company Fax Machine 9 Set Up Subscriber Mailboxes 11
Subscriber Setup 12 Activate Menu 14 Auto Station Log On 14 Activate Message Center 15 Gender Menu 16
Device Setup 16 Set Up Hours of Operation 18 Record Your Company Greetings 20 Dialing Options in the Main Menu 23
In Band General System Interface 24
Main Greeting 25
CHAPTER 5 Using Advanced WAV Features
Client Box 1 Information Box 1 Group Box 2 Uniform Call Distribution Box 5 Visual Tree Box 8 Call Control 11
CHAPTER 6 Atlas WAV Main Screen
Atlas WAV Main Screen 1
Main Dialog 2
File Menu 3 Password 3 Set Menu 4 Select Menu 4 Edit Menu 5 View Menu 5 Update Menu 6 Restart Menu 6
Schedule Menu 7
Channel Dialog 7
Channel Menu 7 Actions Menu 8 Prompts Menu 9
Schedule Dialog 9
File Menu 10 Edit Menu 10 Log Menu 11
CHAPTER 7 Atlas WAV Main Dialog – Edit / Subscriber Menu
Atlas WAV Main Dialog 1
Menu Bar 1
Edit Menu 2
Edit / Subscriber 2
Subscriber Setup Field Definitions 3
File Menu 4
Duplicate Subscriber 5
Select Menu 6
Company 6
Toll Restriction 7 Type Menu 7 Edit Menu 8
Device Setup 10
Field Definitions 10 Msg. Delivery Definitions 10 File Menu 11 Edit Menu 12 Transfer Type Menu 12 Define As Menu 13 Options Menu 14 Supervision Menu 14
Call Control 15
Field Definitions 15 File Menu 16 Select Menu 16 Reset Menu 17
Call Screening 17
Field Definitions 18 File Menu 19 View Menu 20 Prompts Menu 20 Sequence Menu 20
Call Routing 21
View Menu 21 Detail Tree 22
Expanded Detail Tree 22 Activate 23 Activate Message Center 24
VAX System 25
Auto Station Log On 26 Gender 27 Say 27
CHAPTER 8 Main Dialog Additional Edit Menus
Main Dialog Edit Menus 1
Schedule 1
Field Definitions 2 File Menu 2 Select Menu 3
Hours of Operation 3
Field Definitions 3 File Menu 4 Select Menu 4 Day of Week Menu 4 Copy From Menu 5
Holiday Schedule 5
File Menu 6 Select Menu 6 Clear Menu 7 Month Menu 7
In / Out Status 8
Field Definitions 8 File Menu 8
Company Database 9
Field Definitions 9 File Menu 10
Trunk Database 10
Field Definitions 11 File Menu 11
InnFone 11
CHAPTER 9 Main Dialog – Additional File / Edit Menus
Switch Integration 1
Field Definitions 2 Switch Integration Setup Symbols 5 File Menu 6 Setup Menu 6 Edit Menu 7
Tone Definition Tables 8
File Menu 9
Update Menu 9 Main Greeting 9
Field Definitions 10
File Menu 11
View Menu 12
Prompt Menu 12 Call Screening 13 In Band System Signaling 13
In Band Play Message Control 13 In Band Define Phone Numbers 13
Activate Menu 14
Voice Detection 14 Conference 15 VAX Call Back on Trunk 15
System Signaling Definitions 16 Main Greeting Signaling Definitions 18 Call Screening Signaling Definitions 19 Message Play Control Signaling Definitions 20 Define Phone Number Signaling Definitions 20
CHAPTER
1
Overview of WAV
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Purpose of this manual
This manual guides a system administrator in setting up and maintaining an Atlas WAV system after installation by a certified professional. This manual provides a valuable reference guide for making changes to the system.
Information contained in this manual
The chapters of this Atlas WAV contains the following information:
Chapter 1 explains how to maneuver through Atlas WAV. Chapter 2 is quick guide to system administrating. Chapter 3 explains what the Auto Attendant is and how to program the Atlas
WAV as an Auto Attendant.
Chapter 4 explains how to set up a basic Atlas WAV system. Chapter 5 describes some of the more advanced features. Chapter 6 describes the Atlas WAV Main Screen, Port Status Screens and
Scheduler screen.
Chapter 7 describes all forms, menus and lists found under the subscriber field.
Chapter 8 describes additional edit menus found in the main dialog. Chapter 9 describes additional edit menus found in the file area of the main dialog
and also explains all signaling definitions.
Chapter 10 contains troubleshooting information.
Chapter 11 contains technical tips about the Atlas WAV. Chapter 12 contains useful forms for planning your Atlas WAV system.
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Conventions
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Key Information
Lowercase x indicates a variable in a file, version, etc. ALL CAPS indicates a file or directory < italics > indicates a variable or place holder
example of a “path” that a user can follow to get
:
< > indicates a keyboard command such as < Enter > Lowercase bold
¤Note:
to a particular screen or field.
used for commands or data to be typed at the keyboard information that is vital to the success of a process a shortcut or helpful hint
æTip:
possible damage to equipment
I Caution:
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Note:
You must be logged into the system before exiting.
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The Atlas WAV is a computer telephony solution that integrates with Microsoft’s Windows operating systems. The Atlas WAV uses standard computer hardware to integrate electronic data and voice messages in an accessible format. In addition, The Visual CTI interface, a Windows based “visual voicemail” application, allows end users to initiate voicemail commands from the desktop.
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Starting the Atlas WAV
To start the Atlas WAV click on the Start button on the Windows toolbar, select Programs, select Key System US and then select AVM.
The second way you may start the program by clicking on Start, selecting Run and then typing in “C:\Program Files\Key System US\WAV”.
Exiting the Atlas WAV
To exit the system, select File from the main toolbar and then select Exit. The system will ask you if you are sure you want to shut down the system, select Yes.
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Note:
When you shut down the system it will end all calls currently in progress.
Types of Screens in the Atlas WAV
Figure 1-1: The System Exit Window
There are five type of graphical boxes, or screens, used in the Atlas WAV. These are menus, lists, forms, confirmation boxes and information boxes. These Windows type screens provide information about the system and contain fields where the installer or administrator may modify system parameters.
Menu
Offers choice among dissimilar items.
Can be navigated by using cursor movement keys or a
mouse.
You can jump to a line by typing the first letter of that line.
Any item that is enabled will have a check mark next to it.
Figure 1-2: Example of Menu
List
Offers a choice among like items.
Can be navigated by using cursor movement keys or a
mouse.
You can jump to a line by typing the first letter of that
line.
May have up or down arrows if lists extend beyond
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screen.
Figure 1-3: Example of a List
Form
Has Fields where you can enter or change information.
Fields can contain sub-menus.
Can be navigated using the TAB key or a mouse.
Has both read only information and variables.
Figure 1-4: Example of a Form
Confirmation Box
Appears when the system requests an input from the
administrator.
Offers a choice of Yes or No only.
Although confirmation boxes are referred to as needed,
they are not generally shown in this document.
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Figure 1-5: Example of a Confirmation Box
Information Boxes
Displays read-only information.
Has multiple levels. (Indicated by a “+” sign next to a
particular option.)
Figure 1-6: Example of an Information Box
Atlas WAV Runtime Help
The Atlas WAV was designed with a built in online help option. If you require information on any particular item of field simply select, or go to, that field and press the F1 key. This will bring up a help box on that particular item. You may also refer to the online manual for a more detailed explanation of that particular field/option.
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Saving Your Changes
Note:
If you make a mistake in a form you can simply close that form and the changes will be discarded if you have not saved them.
After you have finished editing parameters in a form or making changes on a menu, you must save your changes for them to take effect. To save your changes click on File, or press the <ALT> key followed by the <F> key, and then select Save, or press the <S> key. If you close the current screen before saving changes the changes will not be made to the system.
Atlas WAV Chapter 1 Page
CHAPTER
2
Quick Guide to System
Administration
1
This chapter is an overview of what you, as a system administrator, need to do to implement and maintain your Atlas WAV. If your system is new, you will be helping to lay out the basic system design and to plan how to route incoming calls. After the system is in place you will be responsible for making modifications and additions as you administer the system.
Before beginning, you need to understand a few basic terms used in the Atlas WAV.
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Group Box A type of mailbox that takes messages and Subscriber A type of mailbox that is used for a individual.
Department A type of mailbox used for a group of phones. Information A type of box that is used to provide pre-recorded
ACD A type of mailbox used to evenly distribute the Visual Tree A type of box used to create a “Tree” for callers to
Auto Attendant A set of prompts that are recorded to be
Greeting A message recorded by a box owner to be played PIN Number Allows box owners private access to their boxes
Log On/Off Allows private access to the system administration
Prompt A pre-recorded instruction played by the system
Acronyms
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uniformly distributes them to other boxes.
information to an outside caller.
call volume between several subscribers.
get to a more specific option. (i.e. Press 1 for
Technical Support… Press 1 for telephone
technical support or 2 for voicemail technical
support.)
played back to the outside callers when the
voicemail answers an incoming call.
when a caller reaches their mailbox.
and provides security for box owners’ messages.
and the installation and integration portions of the
Atlas WAV. Only authorized personnel should have
access to these passwords.
over a telephone to a box owner or caller.
S
CO Central Office CPE Customer Premise Equipment CTI Computer Telephone Integration DID Direct Inward Dial DTMF Dual Tone Multi Frequency PBX Private Branch Exchange
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POTS Plain Old Telephone System PSTN Public Switched Telephone Network SMDI Simplified Message Desk Interface SMDR Station Message Detailing Report
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Select:
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Hours of
Operation
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As a system administrator, you are responsible for the setup and continuing management of your Atlas WAV. Your duties include:
Helping the installer design your system.
Planning and implementing the Auto Attendant.
Planning and setting up Visual Trees.
Planning and setting up Subscribers and other type of boxes.
Recording greeting for the Auto Attendant as well as any other
Visual Trees and Information Boxes.
Maintaining and modifying the Atlas WAV.
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You can configure the Atlas WAV to work as an auto attendant to handle all of your incoming calls. When you set up the auto attendant, callers have the flexibility to choose where their calls will be directed. Callers may listen to pre-recorded Greetings, Information Boxes or Visual Tree Boxes. The auto attendant can be configured to allow for single digit dialing options if required and also allows the caller the opportunity to transfer to an operator. With the Voice Recognition option installed callers may simply ask for the person they wish to speak with.
To set up auto attendant greetings, you must first decide what prompts need to be recorded and select a name for each prompt. You can string together several prompts to form a greeting. For example you may want to have Good_Morning, Main_Day_Greeting for the morning greeting and Good_Afternoon, Main_Day_Greeting for the afternoon greeting. In this example the same main prompt is used just the first prompt is changed to indicate the time of day. There are six different levels of greetings per day, so you may have up to six different greetings on any given day of the week. For detailed information on setting up greetings, see “Setting Up the Auto Attendant” on page 3-3.
After you have programmed the greeting parameters, you also need to record the audio portion of your greetings.
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Subscriber and Department Boxes
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There are eight type of active boxes in the Atlas WAV. They are Subscriber, Client, Department, Information, Group Box, Automatic Call Distribution, Visual Tree and Extension Only.
Subscriber and Department boxes can be used for the following:
Programming a Subscriber or Department Box
You may either program an existing box or create a new box. When you select Edit – Subscriber a list of all boxes currently in the system is displayed on the screen. At this point you should either select one of the subscribers listed or select the close button on the top right corner of the list to create a new subscriber. To set up and customize a subscriber box, use the following forms and menus. The only difference between Subscriber and Department Boxes is that Department Boxes only allow for First name while Subscriber boxes allow for First and Last name.
Subscriber Setup Form
The Subscriber Setup Form contains general information about the box.
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Record and store messages from both inside and outside
callers.
Make and send messages to other box owners.
Give a copy of a message to another box owner.
Notify a box owner of newly received messages
Transfer a call to an extension.
Provide alternate call handling if an extension is busy or
doesn’t answer.
Forward callers to other subscribers automatically.
Subscriber Setup Form
Activate Menu
ActivateèMessage Center Menu
Type Menu
Call Control Form
Device Setup Form
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:
Screen Path:
Select:
• Edit à
• Subscriber à
• Choose Subscriber à
Or Close Choose
Subscriber Window For New Subscriber
Activate Menu
The Activate Menu allows you to enable or disable user features for the current subscriber box.
:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Activate From
Toolbar
Figure 2-1: The Subscriber Setup Form
Figure 2-2: The Activate Window
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ActivateèèMessage Center Menu
The Activateà Message Center Menu allows you to enable or disable options the user will have while inside their mailbox.
:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Activate From
Toolbarà
Select Message Center
Type Menu
The Type Menu allows you to select the type of box the current subscriber is. (Set this for either Subscriber or Department.)
:Screen Path:
Select:
Edità
Subscriberà
Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Type From
Toolbar
Figure 2-3: The Activate Message Center Menu
Figure 2-4: The Type Menu
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Message Call Control Form
The Message Call Control Form allows you to change message and call delivery for the current subscriber.
:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
• Select Edità
Select Message Call
Control
Device Setup Form
The Communications Link Form allows you to change advanced options of the call transfer features for the current subscriber. You
:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Edit From
Toolbarà
Select Communications
Link
may also create new devices for transfer purposes.
Figure 2-5: The Message Call Control Form
Figure 2-6: The Device Setup Form
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Client Boxes
Client boxes are currently not used for anything. They will eventually be used for speed dial type purposes through voicemail.
Information Boxes
Information boxes are used to provide information to a caller. This is in the form of a pre-recorded message. The information box can then transfer a caller to an extension after the message is played and/or take a message from the caller.
Programming an Information Box
You may either program an existing box or create a new box. When you select Edit - Subscriber a list of all boxes currently in the system is displayed on the screen. At this point you should either select one of the subscribers listed or select the close button on the top right corner of the list to create a new information box. To set up and customize an Information box, use the following forms and menus.
Subscriber Setup Form
Activate Menu
ActivateèMessage Center Menu
Type Menu
Device Setup Form
Subscriber Setup Form
The Voice Link Form contains general information about the box.
:
Screen Path:
Select:
• Edit à
• Subscriber à
• Choose Subscriber à
Or Close Choose
Subscriber Window For New Subscriber
Figure 2-7: The Subscriber Setup Form
Activate Menu
The Activate Menu allows you to enable or disable user features for the current subscriber box.
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:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Activate From
Toolbar
ActivateèèMessage Center Menu
The Activateà Message Center Menu allows you to enable or disable options the user will have while inside their mailbox.
:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Activate From
Toolbarà
Select Message Center
Figure 2-8: The Activate Menu
Figure 2-9: The Activate Message Center Menu
Type Menu
The Type Menu allows you to select the type of box the current subscriber is. (Set this for Information.)
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:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Type From
Toolbar
:Screen Path:
Select:
Edità
Subscriberà
Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Edit From
Toolbarà
Select Device Setup
Figure 2-10: The Type Menu
Device Setup Form
The Device Setup Form allows you to change advanced options of the call transfer features for the current subscriber. You may also create new devices for transfer purposes.
Figure 2-11: The Device Setup Form
Group Boxes
Group Boxes are used to distribute messages among a group of two or more boxes. The group box may contain all active subscribers and/or departments in the system. These type of boxes are popular in Customer Support departments to distribute messages to the technicians.
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Programming a Group Box
You may either program an existing box or create a new box. When you select Edit - Subscriber a list of all boxes currently in the system is displayed on the screen. At this point you should either select one of the subscribers listed or select the close button on the top right corner of the list to create a new Information box. To set up and customize an Information box, use the following forms and menus.
Subscriber Setup Form
The Subscriber Setup Form contains general information about the box.
:
Screen Path:
Select:
• Edit à
• Subscriber à
• Choose Subscriber à
Or Close Choose
Subscriber Window For New Subscriber
Subscriber Setup Form
ActivateèMessage Center Menu
Type Menu
Subscriber Group Selection List
Figure 2-12: The Subscriber Setup Form
ActivateèèMessage Center Menu
The Activateà Message Center Menu allows you to enable or disable options the user will have while inside their mailbox.
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:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Activate From
Toolbarà
Select Message Center
Type Menu
The Type Menu allows you to select the type of box the current subscriber is. (Set this for Group Box.)
Figure 2-13: The Activate Message Center Menu
:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Type From
Toolbar
Subscriber Group Selection List
The Subscriber Group Selection List allows you to add or remove subscribers from the group box.
Figure 2-14: The Type Menu
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Figure 2-15: The Subscriber Group Selection List
Uniform Call Distribution Boxes
Uniform Call Distribution Boxes are used to send callers to a group of two or more subscribers using a circular hunt method. This type of box is useful if you have a department(s) and you wish to evenly distribute calls among the personnel in that department.
Programming a Uniform Call Distribution Box
You may either program an existing box or create a new box. When you select Edit - Subscriber a list of all boxes currently in the system is displayed on the screen. At this point you should either select one of the subscribers listed or select the close button on the top right corner of the list to create a new Uniform Call Distribution box. To set up and customize an Uniform Call Distribution box, use the following forms and menus.
Subscriber Setup Form
Activate Menu
Type Menu
Uniform Call Distribution Selection List
Subscriber Setup Form
The Subscriber Setup Form contains general information about the box.
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:
Screen Path:
Select:
• Edit à
• Subscriber à
• Choose Subscriber à
Or Close Choose
Subscriber Window For New Subscriber
Activate Menu
The Activate Menu allows you to enable or disable user features for the current subscriber box.
Figure 2-16: The Voice Link Form
:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Activate From
Toolbar
Type Menu
The Type Menu allows you to select the type of box the current subscriber is. (Set this for Uniform Call Dist.)
Figure 2-17: The Activate Menu
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:Screen Path:
Select:
Edità
Subscriberà
• Choose Subscriberà
Or Close Choose
Subscriber Window For New Subscriberà
Select Type From
Toolbar
UniformCall Distribution Selection List
The Uniform Call Distribution Selection List allows you to add or remove subscribers in the Uniform Call Distribution group.
Figure 2-18: The Type Menu
Figure 2-19: The Uniform Call Distribution List
Visual Tree Boxes
Visual Tree Boxes allow you to set up a multiple level system. The system will play a pre-recorded audio menu offering callers options on how their call will be directed. The Visual Tree box allows you to have dial options for several different types system functions.
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Programming a Visual Tree Box
You may either program an existing box or create a new box. When you select Edit - Subscriber a list of all boxes currently in the system is displayed on the screen. At this point you should either select one of the subscribers listed or select the close button on the top right corner of the list to create a new Visual Tree box. To set up and customize a Visual Tree box, use the following forms and menus.
Subscriber Setup Form
Activate Menu
Type Menu
Visual Tree Interface Form
Subscriber Setup Form
The Subscriber Setup Form contains general information about the box.
:
Screen Path:
Select:
• Edit à
• Subscriber à
• Choose Subscriber à
Or Close Choose
Subscriber Window For New Subscriber
Activate Menu
The Activate Menu allows you to enable or disable user features for the current subscriber box.
Figure 2-20: The Subscriber Setup Form
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