Panasonic KX-TVS320 Installation Manual

Panasonic

Voice Processing System

Installation Manual

Model KX-TVS220 KX-TVS320

KX-TVS120

Thank you for purchasing a Panasonic Voice Processing System, Model KX-TVS120/KX-TVS220/KX-TVS320. Please read this manual before installing, customizing, or operating the Voice Processing System.

Thank you for purchasing the Panasonic Model

Voice Processing System.

We are confident that it will provide your customer or client with many years of dependable service.

This Voice Processing System was especially tailored for the American environment. For example, it can be configured for English, a second language, or a third language:

System prompts—Recorded at the factory in English User 1 prompts—Record in any language you like User 2 prompts—Recorded at the factory in Spanish

These prompts guide subscribers and non-subscribers through specific VPS operations.

However, we would like to stress that for outside callers who merely need to be guided to an extension, a mailbox, or other destinations (e.g., a fax machine), they can be greeted by a Custom Service. This supports many languages as there are 12 keys on a touchtone phone and you can record up to 100 Custom Service menus. One twelfth of these menus can be recorded in one language if you desire. Another twelfth can be recorded in another language, and so on. Thus callers can be guided entirely in their native languages. For a multi-cultural United States, Custom Service is a truly powerful feature. Please see "Custom Service" in Appendix A1 SYSTEM FEATURES for more details.

Note

This product is only for connection behind a suitable PBX and should not be connected directly to the network.

Panasonic World Wide Web Address: http://www.panasonic.com

for customers in the United States or Puerto Rico.

2 Installation Manual

Important Information

SAFETY REQUIREMENTS

• Follow all product warnings, cautions, and instructions.

• Handle the unit carefully. Do not drop or otherwise expose the unit to physical shock.

• If the unit malfunctions, disconnect the unit from the telephone line and check the line by

reconnecting the telephone. If the telephone operates properly, have the VPS repaired by a qualified Panasonic Factory Service Technician.

• Install the unit so that the power cord is not obstructed in any way. Do not connect this unit to an extension cord.

• Keep the unit free of dust, moisture, condensation, high temperature exposure (more than 40 °C {104 °F}) and vibration. Do not expose the unit to direct sunlight.

• Mount the unit on a stable wall surface. Do not mount the VPS inside of a separate enclosure unless it is properly ventilated.

• Read all the information contained in this manual.

• This unit is designed to operate at one specific voltage and current setting. The proper

voltage and current required for this unit are listed on the product label.

• This unit is equipped with a 3-wire grounding plug. The plug will only fit into a grounded power outlet. Do not modify this plug in any way. If it cannot be inserted into the outlet, have the outlet replaced by a licensed electrician.

• Unplug and transport the unit to a service technician if the power supply cord is frayed or damaged, if the cabinet is cracked or broken, or when the unit has been exposed to moisture, has been dropped, or is not otherwise operating properly.

• Unplug the unit from its power source before cleaning.

• Do not block the vent slots and openings located on all sides of the unit.

• Do not disassemble this product. Dangerous electrical shock could result. The unit must

only be disassembled and repaired by qualified Panasonic Factory Service Technicians.

• Do not insert wires, pins, or any other material into the unit's vent slots or access points. This could result in electrical shock and serious unit malfunction.

• Do not install the unit near water or moisture, heating appliances, or electrical noise generating devices such as televisions, monitors, fluorescent lamps, or electric motors.

• Do not overload wall outlets. Overloaded outlets could result in fire and/or electrical shock.

• Do not use solvents, liquid cleaners, water, or abrasive powders to clean this unit. Use only

a damp soft cloth for cleaning.

• Do not use the telephone during a lightning storm or to report a gas leak in the vicinity of the leak.

Important Information

WARNING

TO PREVENT FIRE OR ELECTRICAL SHOCK, DO NOT EXPOSE THIS UNIT TO RAIN OR MOISTURE.

Installation Manual 3

Important Information

When you ship the product

Carefully pack and send it prepaid, adequately insured and preferably in the original carton. Attach a postage-paid letter, detailing the symptom, to the outside of the carton. DO NOT send the product to the Executive or Regional Sales offices. They are NOT equipped to make repairs.

Product service

Panasonic Factory Servicenters for this product are listed in the servicenter directory. Consult your authorized Panasonic dealer for detailed instructions.

The serial number of this product may be found on the label affixed to the bottom of the unit. You should note the serial number of this unit in the space provided and retain this book as a permanent record of your purchase to aid in identification in the event of theft.

MODEL NO.:

SERIAL NO.:

For your future reference

DATE OF PURCHASE

NAME OF DEALER

DEALER’S ADDRESS

DEALER’S TEL. NO.

WARNING

THIS UNIT MAY ONLY BE INSTALLED AND SERVICED BY QUALIFIED SERVICE PERSONNEL.

WHEN A FAILURE OCCURS WHICH RESULTS IN THE INTERNAL PARTS BECOMING ACCESSIBLE, DISCONNECT THE POWER SUPPLY CORD IMMEDIATELY AND RETURN THIS UNIT TO YOUR DEALER.

DISCONNECT THE TELECOM CONNECTION BEFORE DISCONNECTING THE

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Important Information

POWER CONNECTION PRIOR TO RELOCATING THE EQUIPMENT, AND RECONNECT THE POWER FIRST.

THIS UNIT IS EQUIPPED WITH AN EARTHING CONTACT PLUG. FOR SAFETY REASONS, THIS PLUG MUST ONLY BE CONNECTED TO AN EARTHING CONTACT SOCKET WHICH HAS BEEN INSTALLED ACCORDING TO REGULATIONS.

CAUTION

Danger of explosion if battery is incorrectly replaced.

Replace only with the same or equivalent type recommended by the manufacturer. Dispose of used batteries according to the manufacturer's instructions.

Note

Before you start setting or changing system parameters, we recommend that you turn off the Call Progression Mode with the OFLN command. While off, the power LED of the VPS will flash and the VPS will not answer any incoming call. After you finish programming, use the ONLN command to turn on the Call Progression Mode (normal operation). Please see

7.2.1 Off-line Set (OFLN) and 7.2.2 On-line Set (ONLN) for more details.

Trademarks

• HyperTerminal is either a registered trademark or a trademark of HILGRAEVE,

INCORPORATED in the United States and/or other countries.

• IBM is a trademark of International Business Machines Corporation in the United

States.

• Procomm Plus is either a registered trademark or a trademark of DATASTORM

TECHNOLOGIES, INC. in the United States and/or other countries.

• Smartcom is either a registered trademark or a trademark of Hayes Microcomputer

Products, Inc. in the United States and/or other countries.

• All other trademarks identified herein are the property of their respective owners.

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Important Information

F.C.C. REQUIREMENTS AND RELEVANT INFORMATION

Notify The Telephone Company

This equipment complies with Part 68 of the FCC rules and the requirements adopted by the ACTA. On the bottom of this equipment is a label that contains, among other information, a product identifier in the following format:

• US:ACJVM04BKX-TVS220 (KX-TVS120/KX-TVS220)

• US:ACJVM04BKX-TVS320 (KX-TVS320)

If requested, this number must be provided to the telephone company. Installation must be performed by a qualified professional installer. If required, provide the telephone company with the following technical information:

• The telephone numbers to which the system will be connected

• Make: Panasonic

• Model: KX-TVS120/KX-TVS220/KX-TVS320

• FCC Registration No.: found on the bottom of the unit

• Ringer Equivalence No.: 0.4B

• Facility Interface Code: 02LS2

• Service Order Code: 9.0F

• Required Network Interface Jack: RJ11C

Ringer Equivalence No. (REN)

The REN is used to determine the number of devices that may be connected to a telephone line. Excessive RENs on a telephone line may result in the devices not ringing in response to an incoming call. In most but not all areas, the sum of RENs should not exceed five (5.0). To be certain of the number of devices that may be connected to a line, as determined by the total RENs, contact the local telephone company. For products approved after July 23, 2001, the REN for this product is part of the product identifier that has the following format:

• US:ACJVM04BKX-TVS220 (KX-TVS120/KX-TVS220)

• US:ACJVM04BKX-TVS320 (KX-TVS320)

The digits represented by 04 are the REN without a decimal point (e.g., 03 is a REN of 0.3). For earlier products, the REN is separately shown on the label.

Telephone Service Problems

If this equipment causes harm to the telephone network, the telephone company will notify you in advance that temporary discontinuance of service may be required. But if advance notice isn't practical, the telephone company will notify the customer as soon as possible. Also, you will be advised of your right to file a complaint with the FCC if you believe it is necessary.

Changes in Telephone Company Communications Facilities, Equipment, Operations, and Procedures

The telephone company may make changes in its facilities, equipment, operations or procedures that could affect the operation of the equipment. If this happens the telephone company will provide advance notice in order for you to make necessary modifications to maintain uninterrupted service.

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Important Information

Trouble with this equipment

If trouble is experienced with this equipment, for repair or warranty information, please see the attached warranty, which includes the Servicenter Directory. If the equipment is causing harm to the telephone network, the telephone company may request that you disconnect the equipment until the problem is resolved.

Connection to the Party Line

Connection to party line service is subject to state tariffs. Contact the state public utility commission, public service commission or corporation commission for information.

Note This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference in which case the user will be required to correct the interference at his own expense.

CAUTION

Any change or modification made to the terminal equipment, not expressly approved by the manufacturer, could void the user's authority to operate this equipment.

Installation Manual 7

Table of Contents

1 VOICE PROCESSING SYSTEM OVERVIEW

1.1 WHAT THE VPS CAN AND CANNOT DO............................................................ 14

1.1.1 Why Voice Processing?.............................................................................................. 14

1.1.2 Basic Operations......................................................................................................... 14

1.1.3 VPS Limitations ......................................................................................................... 15

1.2 SYSTEM ADMINISTRATION, MANAGEMENT, AND USE.............................. 16

1.2.1 System Administration ............................................................................................... 16

1.2.2 System Management .................................................................................................. 16

1.2.3 Subscriber Use............................................................................................................ 16

1.3 SYSTEM BASICS ....................................................................................................... 17

1.3.1 General ....................................................................................................................... 17

1.3.2 System Components ................................................................................................... 17

1.3.3 Which Phone Systems are Compatible?..................................................................... 23

1.3.4 Installer Equipment and Software Requirements ....................................................... 24

1.3.5 Specifications .............................................................................................................24

1.3.6 Hardware .................................................................................................................... 25

1.3.7 Expansion Capabilities ............................................................................................... 25

1.3.8 Internal Modem Card (KX-TVS320 only)................................................................. 25

1.3.9 Recommendations for System Configuration ............................................................ 26

1.4 VOICE MAIL INTEGRATION ................................................................................ 28

1.4.1 General ....................................................................................................................... 28

1.4.2 Connection Examples—KX-TVS120 ........................................................................ 29

1.4.3 Connection Examples—KX-TVS220 ........................................................................ 31

1.4.4 Connection Examples—KX-TVS320 ........................................................................ 33

2 INSTALLATION

2.1 SAFETY PRECAUTIONS ......................................................................................... 38

2.1.1 Installation .................................................................................................................. 38

2.1.2 Wiring......................................................................................................................... 39

2.1.3 Environmental Requirements..................................................................................... 40

2.2 UNPACKING .............................................................................................................. 41

2.3 MOUNTING THE VPS ON THE WALL................................................................. 42

2.4 FRAME GROUND CONNECTION ......................................................................... 44

2.5 INSTALLATION STEPS ........................................................................................... 46

2.6 INSTALLING PORT EXPANSION CARDS: KX-TVS102 OR KX-TVS204 ...... 48

2.6.1 General ....................................................................................................................... 48

2.6.2 Installing the KX-TVS102 or KX-TVS204 Port Card ............................................... 49

2.7 CONNECTIONS ......................................................................................................... 52

2.7.1 Connecting to the PBX............................................................................................... 52

2.7.2 Opening the Ferrite Core and Cable Clip ................................................................... 52

2.7.3 Modular Plug Connection........................................................................................... 53

2.7.4 Port Cards ................................................................................................................... 53

2.7.5 Internal Modem Card (KX-TVS320 only)................................................................. 56

2.8 TERMINAL CONNECTION..................................................................................... 57

2.8.1 Requirements for Connecting Programming Terminal .............................................. 57

2.8.2 Connecting the RS-232C Cable.................................................................................. 57

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Table of Contents

2.8.3 RS-232C Signals .........................................................................................................58

3 INTEGRATING THE VPS WITH PANASONIC KX-T PHONE

SYSTEMS

3.1 GUIDELINES FOR INTEGRATION .......................................................................62

3.1.1 DPT or Inband Signaling?...........................................................................................62

3.1.2 Why Integration is Important ......................................................................................62

3.1.3 How the VPS and the PBX Communicate..................................................................62

3.1.4 PBX Requirements for Integration..............................................................................63

3.2 PBX PARAMETERS AND PORT SETTINGS ........................................................66

3.2.1 General Guidelines and Definitions ............................................................................66

3.2.2 RS-232C Settings ........................................................................................................66

3.2.3 Port Settings ................................................................................................................66

3.2.4 PBX Interface Parameters ...........................................................................................67

3.3 CONNECTING THE VPS WITH PANASONIC KX-T SERIES PBXs ................70

3.3.1 VPS Programming for Inband Integration ..................................................................70

3.3.2 KX-TA series Programming for Inband Integration via the Manager's Extension.....71

3.3.3 KX-TD500 Programming for Inband Integration .......................................................74

3.3.4 KX-TD816, KX-TD1232, KX-TA1232 and KX-TD308 Programming for Inband

Integration via the Manager's Extension....................................................................83

3.3.5 KX-TD816, KX-TD1232, and KX-TA1232 Programming for Inband Integration via

the Operating and Maintenance Tool.........................................................................84

3.3.6 KX-TD308 Programming for Inband Integration via the Operating and Maintenance

Tool............................................................................................................................87

4 INTEGRATING THE VPS WITH THE PANASONIC KX-T

DIGITAL PBX

4.1 GUIDELINES FOR DPT INTEGRATION ..............................................................92

4.1.1 Why DPT Integration is Important..............................................................................92

4.2 KX-TD500 PROGRAMMING FOR DIGITAL INTEGRATION ..........................94

4.3 CONNECTING THE VPS WITH THE PANASONIC KX-TD816, KX-TD1232,

KX-TA1232 AND KX-TD308 ..................................................................................103

4.3.1 KX-TD1232 Software Verification and Programming for DPT Integration via the

Manager's Extension................................................................................................103

4.3.2 KX-TD1232 Software Verification and Programming for DPT Integration via the

Operating and Maintenance Tool.............................................................................108

4.3.3 KX-TD308 Software Verification and Programming for DPT Integration via the

Manager's Extension................................................................................................111

4.4 COMMON DPT INTEGRATION FEATURES AND SETUP PROCEDURES ................. 117

4.4.1 Live Call Screening (LCS) Programming .................................................................117

4.4.2 Live Call Screening Password Assignment ..............................................................117

4.4.3 Live Call Screening Password Canceling .................................................................118

4.4.4 Live Call Screening Recording Mode Assignment via System Programming.........118

4.4.5 Live Call Screening Private/Hands-Free Mode Assignment via Station Programming ........... 119

4.4.6 Live Call Screening Assignment via PC Programming ............................................120

4.4.7 Live Call Screening Button Assignment via Station Programming..........................121

4.4.8 Live Call Screening Cancel Button Assignment via Station Programming..............121

4.4.9 Two-Way Recording Button Assignment via Station Programming........................122

4.4.10 Two-Way Transfer Button Assignment via Station Programming.........................123

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Table of Contents

4.4.11 Voice Mail Transfer Button Assignment via Station Programming ...................... 123

4.4.12 Button Assignment via PC Programming .............................................................. 124

4.4.13 Live Call Screening Activation .............................................................................. 126

4.4.14 Live Call Screening Password Control................................................................... 127

4.4.15 Two-Way Recording into Mailbox ........................................................................ 127

4.4.16 Two-Way Transfer into Mailbox............................................................................ 127

4.4.17 A Restriction on TWR/TWT Activation ................................................................ 127

5 CUSTOMIZING THE SYSTEM

5.1 STARTING UP .......................................................................................................... 130

5.1.1 Before Programming ................................................................................................ 130

5.1.2 Quick Setup .............................................................................................................. 130

5.1.3 Starting the Quick Setup........................................................................................... 131

5.2 PORT SETTING OPTIONS .................................................................................... 139

5.2.1 Custom Service Setting Example............................................................................. 139

5.2.2 Custom Service Features .......................................................................................... 140

5.2.3 Custom Service Programming.................................................................................. 142

5.2.4 Recording Menus...................................................................................................... 145

5.2.5 Checking Operation.................................................................................................. 145

5.2.6 Voice Mail ................................................................................................................ 145

5.2.7 Mailbox Groups........................................................................................................ 146

5.2.8 Extension Groups ..................................................................................................... 146

5.2.9 Interview Service...................................................................................................... 147

5.2.10 Automated Attendant.............................................................................................. 148

5.2.11 Department Dialing Service ................................................................................... 148

5.2.12 Operator Service..................................................................................................... 149

5.3 SETTING PORTS ..................................................................................................... 150

5.3.1 Port Service Menu .................................................................................................... 150

5.4 AUTOMATED ATTENDANT PARAMETERS.................................................... 152

5.4.1 Automated Attendant Menu ..................................................................................... 152

5.4.2 Department Dialing .................................................................................................. 152

5.4.3 Operator's Parameters............................................................................................... 153

5.5 SETTING MAILBOXES .......................................................................................... 156

5.5.1 Mailbox Setting Menu.............................................................................................. 156

5.5.2 Entering a Mailbox................................................................................................... 156

5.5.3 Deleting a Mailbox................................................................................................... 160

5.5.4 Password Reset......................................................................................................... 160

5.5.5 Mailbox Listing ........................................................................................................ 161

5.6 TRAINING THE SUBSCRIBER............................................................................. 162

6FINAL SETUP

6.1 MESSAGE MANAGER'S MAILBOX (Mailbox 9998)......................................... 164

6.1.1 Accessing the Message Manager's Mailbox............................................................. 164

6.1.2 Main Menu of Message Manager's Service.............................................................. 164

6.1.3 Company Greetings (Enter #6*9998,5,1)................................................................. 165

6.1.4 Custom Service Greetings (Enter #6*9998,5,4)....................................................... 165

6.1.5 Customizing User Prompts (Enter #6*9998,5,6) ..................................................... 165

6.2 SETTING UP MAILBOXES.................................................................................... 167

6.2.1 Recording Personal Greetings.................................................................................. 167

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Table of Contents

6.2.2 Recording the Owner's Name....................................................................................168

6.3 BACKING UP THE SYSTEM..................................................................................169

7 SYSTEM MAINTENANCE AND TROUBLESHOOTING

7.1 INITIALIZING THE SYSTEM ...............................................................................172

7.2 UTILITY COMMANDS............................................................................................174

7.2.1 Off-line Set (OFLN)..................................................................................................175

7.2.2 On-line Set (ONLN)..................................................................................................175

7.2.3 Set Password (PASS) ................................................................................................175

7.2.4 Set Time (TIME).......................................................................................................176

7.2.5 Print Reports at Specified Time (PSET) ...................................................................177

7.2.6 Error Log Display (ELOG) .......................................................................................178

7.2.7 Saving the System Data to the Backup Device (SAVE)...........................................180

7.2.8 Loading New or Saved Data to the VPS (LOAD) ....................................................182

7.2.9 Print All of the VPS Parameters (GPRN) .................................................................183

7.2.10 Program Version Display (VERS) ..........................................................................183

7.2.11 Custom Service Report (CREP)..............................................................................184

7.2.12 Custom Service Menu Access Count Clear (CCLR) ..............................................185

7.2.13 Message Waiting Lamp Retry Times (MWL) ........................................................185

7.2.14 Setting Minimum Recording Length (MRL) ..........................................................186

7.2.15 Modified Prompt List (MPLT)................................................................................186

7.2.16 Utility Command List (HELP)................................................................................187

7.2.17 Quick Setup (QSET) ...............................................................................................188

7.2.18 Circuit Condition Display (LMON) ........................................................................188

7.2.19 Touchtone Information Display (PUTD) ................................................................189

7.2.20 Wait for Caller ID (WCID) .....................................................................................190

7.3 SYSTEM REPORTS..................................................................................................191

7.3.1 Mailbox Assignments................................................................................................192

7.3.2 COS (Class of Service) Assignments........................................................................192

7.3.3 System Service Report ..............................................................................................194

7.3.4 Call Account Report..................................................................................................195

7.3.5 Port Usage Report .....................................................................................................195

7.3.6 Port Usage Statistics Clear........................................................................................196

7.3.7 Disk Usage Report ....................................................................................................197

7.3.8 Disk Usage Statistics Clear .......................................................................................198

7.3.9 Mailbox Usage Report ..............................................................................................198

7.3.10 Mailbox Usage Statistics Clear ...............................................................................199

7.3.11 Fax Call Report .......................................................................................................200

7.3.12 Fax Call Statistics Clear..........................................................................................200

7.4 REMOTE PROGRAMMING (KX-TVS320 Only) ................................................201

7.5 TROUBLESHOOTING GUIDE ..............................................................................203

7.6 SPECIFICATIONS....................................................................................................207

Appendix A SYSTEM FEATURES

A1 SYSTEM FEATURES ...............................................................................................210

Appendix B SYSTEM ADMINISTRATOR'S GUIDE

B1 SYSTEM NAVIGATION ..........................................................................................240

B2 SYSTEM ADMINISTRATION—MAILBOXES ....................................................245

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Table of Contents

B3 SYSTEM ADMINISTRATION—SETTING COS (CLASS OF SERVICE)

PARAMETERS........................................................................................................ 252

B4 SYSTEM ADMINISTRATION—PORT/TRUNK SERVICE .............................. 262

B4.1 Port Assignment........................................................................................................ 262

B4.2 Trunk Group Assignment ......................................................................................... 264

B5 SYSTEM ADMINISTRATION—SERVICE SETTINGS..................................... 267

B5.1 Automated Attendant Parameters............................................................................. 267

B5.2 Custom Service ......................................................................................................... 275

B5.3 Caller ID Call Routing Parameters........................................................................... 278

B6 SYSTEM ADMINISTRATION—SYSTEM PARAMETER SETTINGS ........... 281

B6.1 System Group Assignment ....................................................................................... 281

B6.2 Time Group Service.................................................................................................. 284

B6.3 Holiday Setting ......................................................................................................... 288

B6.4 Daylight Saving Time (DST).................................................................................... 290

B6.5 Prompt Setting .......................................................................................................... 291

B6.6 System Caller Name Announcement........................................................................ 293

B6.7 Other Parameters....................................................................................................... 294

B7 SYSTEM ADMINISTRATION—HARDWARE SETTINGS .............................. 306

B7.1 RS-232C Parameters................................................................................................. 306

B7.2 Port Setting ............................................................................................................... 307

B7.3 PBX Interface Parameters......................................................................................... 308

Appendix C SYSTEM MANAGER'S GUIDE

C1 ACCESSING THE SYSTEM MANAGER'S MAILBOX ..................................... 318

C2 SETTING UP MAILBOXES.................................................................................... 320

C3 SETTING COS (CLASS OF SERVICE) PARAMETERS ................................... 323

C4 SETTING THE SYSTEM CLOCK ......................................................................... 330

C5 CHANGING THE SERVICE MODE SETTING .................................................. 332

C6 CHANGING THE COMPANY GREETING SETTING ...................................... 334

C7 INITIALIZING THE INTERNAL MODEM (KX-TVS320 Only)....................... 336

C8 CHECKING SYSTEM USAGE (SYSTEM REPORTS)....................................... 337

C9 DELIVERING MESSAGES..................................................................................... 339

C10 CUSTOMIZING THE SYSTEM MANAGER'S MAILBOX ............................. 342

C11 LISTENING TO SYSTEM MANAGER MESSAGES ........................................ 343

Appendix D MESSAGE MANAGER'S GUIDE

D1 ACCESSING THE MESSAGE MANAGER'S MAILBOX .................................. 346

D2 MANAGING THE GENERAL DELIVERY MAILBOX ..................................... 348

D3 SETTING UP MESSAGE WAITING NOTIFICATION...................................... 350

D4 CUSTOMIZING THE MESSAGE MANAGER'S MAILBOX ............................ 353

D5 SETTING THE SYSTEM CLOCK ......................................................................... 355

D6 RECORDING MESSAGES...................................................................................... 357

D7 REMOTE CALL FORWARDING SET ................................................................. 362

D8 LIST OF PROMPTS FOR VOICE MAIL AND AA SERVICE .......................... 365

D9 LIST OF MODIFIABLE PROMPTS...................................................................... 368

Glossary

INDEX

........................................................................................................................... 421

.............................................................................................................................. 433

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VOICE PROCESSING SYSTEM OVERVIEW

Section 1

VOICE PROCESSING SYSTEM OVERVIEW

Installation Manual 13

VOICE PROCESSING SYSTEM OVERVIEW

1.1 WHAT THE VPS CAN AND CANNOT DO

1.1.1 Why Voice Processing?

The VPS handles incoming and outgoing calls. When a call comes in, it answers, forwards to appropriate extensions, takes and stores messages, and notifies subscribers when messages are left. Subscribers may send and transfer messages to other subscribers within the system. The VPS is easy to use, helping callers through the system with step-by-step voice prompts.

Unlike handwritten messages or those left with answering services, VPS messages are confidential; they are stored in a mailbox and retrieved only with the subscriber's password. Other advantages of the VPS are clarity and accuracy, which are commonly lacking with written messages. The messages come directly from the caller, in the caller's own voice. To further ensure accuracy, the system allows the sender to correct or change messages before saving them. Messages can be erased or transferred by the recipient.

1.1.2 Basic Operations

Greeting Callers:

The VPS greets callers with a prerecorded message that includes directions for leaving and editing messages. The VPS can list single-digit numbers for each available extension or mailbox. Callers who know the extension of the person they wish to reach may dial the extension number at any time. Callers with rotary phones are transferred to a preprogrammed destination (which is often an operator or the General Delivery Mailbox) to leave a message.

Sending Messages:

Callers can review and edit messages before leaving them in a mailbox. Subscribers can send messages to an individual or to several mailboxes at once. The message sender can then verify that the other subscriber has received the message.

Receiving Messages:

There are several different message notification methods that subscribers can use. They can choose to be notified by message waiting lamp, beeper, or a call from the system to another line. System programming determines whether a subscriber will be notified each time a message is left. (Subscribers can choose to receive message notifications differently depending on the time of day.) Mailbox parameters, which accommodate 5-100 messages, determine the maximum length of messages. If the system is connected using DPT Integration, subscribers can press a pre-assigned button to record conversations into their own mailboxes or other subscribers' mailboxes while talking on the phone. DPT Integration also allows subscribers to screen messages as they are being left, or intercept them if required.

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1.1.3 VPS Limitations

The VPS does not support:

UCD functions

UCD (Uniform Call Distribution) is a service that distributes calls evenly among extensions; when all extensions are unavailable, it returns to callers to say that all extensions are busy. Calls can be forwarded by the VPS to the KX-TD500/1232/816/308 floating number of a UCD group. The call then rings at the next available phone.

The VPS supports UCD functions with very limited capabilities. Because the incoming call is forwarded as an intercom path and not a DIL (direct in line), the following items will not work:

• time table

• overflow function

• DISA message from a DISA card

• IRNA

VOICE PROCESSING SYSTEM OVERVIEW

Integration with the wrong PBX or with certain Key Systems presents limitations to the VPS' standard functions. We do not recommend these systems for integration with the VPS. The

section 1.3.3 Which Phone Systems are Compatible? explains problems with compatibility.

Installation Manual 15

VOICE PROCESSING SYSTEM OVERVIEW

1.2 SYSTEM ADMINISTRATION, MANAGEMENT, AND USE

1.2.1 System Administration

System Administration is accomplished by the installer using terminal emulation software. It concerns setting and changing system parameters and diagnosing system problems.

1.2.2 System Management

Two system functions are performed by the customer: System Management and Message Management.

System Management concerns changing system parameters through the System Manager's Mailbox. Message Management concerns recording voice prompts through the Message Manager's Mailbox. These messages include Company Greetings, Company Name, Department Dialing menu, Custom Service menus, voice labels for System Group Distribution Lists, user prompts, multilingual selection menu and System Caller Names.

1.2.3 Subscriber Use

System users are called subscribers. Subscribers are assigned personal mailboxes which they can customize. Subscribers can record their names, record personal greetings, set covering extensions, record questions for an interview mailbox, set the message reception mode, set incomplete call handling status, set call transfer status, enter Personal Group Distribution Lists, set the message waiting lamp, and set notification by calling.

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1.3 SYSTEM BASICS

Panasonic

1.3.1 General

Initial Configuration and Expansion Capabilities

• The KX-TVS120 is initially configured with 4 ports and approximately 32 h of storage, and can be expanded to support 6 ports.

• The KX-TVS220 is initially configured with 4 ports and approximately 64 h of storage, and can be expanded to support 12 ports.

• The KX-TVS320 is initially configured with 4 ports and approximately 128 h of storage, and can be expanded to support 24 ports.

1.3.2 System Components

Main Cabinet—All Models

VOICE PROCESSING SYSTEM OVERVIEW

Power Indicator

Note

EIA port is at SELV.

RS-232C Connector

Ground Terminal

Fuse and fuse rating

AC Inlet

Power Switch

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VOICE PROCESSING SYSTEM OVERVIEW

Inside View of the Main Cabinet—KX-TVS120

Grounding Strap

Slot for an optional KX-TVS102 card

Power Indicator

SLOT 3

SLOT 2

SLOT 1

POWER

Note

Ports 1-6 are at TNV.

Inside View of the Main Cabinet—KX-TVS220

SLOT 3

SLOT 2

SLOT 1

Factory-installed KX-TVS204 card

Rotary Switch

3.5" Hard Disk Drive

Ferrite Core

Grounding Strap

Slots For Optional Port Cards

Rotary Switch

3.5 "Hard Disk Drive

Ferrite Core

Power Indicator

Note

Ports 1-12 are at TNV.

POWER

18 Installation Manual

Inside View of the Main Cabinet—KX-TVS320

VOICE PROCESSING SYSTEM OVERVIEW

SLOT 6MODEM SLOT 5 SLOT 4 SLOT 3 SLOT 2 SLOT 1

Internal Modem Card

Slots For Optional Port Cards

Factory-installed KX-TVS204 car

Grounding Strap

3.5" Hard Disk Drive

DIP Switch

Power Indicator

Note

Ports 1-24 are at TNV.

Ferrite Cores

Cable Clip

System Components

Power Indicator:

Indicates the system status: when flashing, the system is off-line (not ready to receive calls).

RS-232C Connector:

Connects an ASCII or VT terminal to the VPS that is necessary to program the system.

Ground Terminal:

Should be connected to a ground source with less than 1 resistance.

Fuse:

Protects the system from power line surges and should only be replaced with the same type. Please see the fuse socket on the cabinet for the value of the fuse.

AC Inlet:

Connects the power cable to an AC outlet dedicated to the VPS.

Power Switch:

Starts the system and begins the self-test.

SAFETY PRECAUTION: When making any connections or removing the cover, be sure the power switch is switched off.

Internal Modem Card—KX-TVS320:

Modem card for remote administration.

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VOICE PROCESSING SYSTEM OVERVIEW

MODE (DIP Switch)—KX-TVS320:

By setting one of the following positions and executing power down and up, you can achieve a desired result:

Position Additional Function

1•

0 Normal setting. (All switches in 0 position.)

2•

3•

4•

1•

Initializes RS-232C parameters.

2•

3•

RS-232C default parameters: 9,600, N, 8, 1

4•

1•

Auto Configuration is automatically executed and

2•

3•

all ports are set for Automated Attendant service.

4•

1•

Auto Configuration is automatically executed and

2•

3•

4•

all ports are set for Voice Mail service.

4Reserved.

Table 1

1•

Initializes the VPS. Clears all voice data (except

2•

3•

4•

User 1 and User 2 prompts) and returns all system parameters to the default setting.

1•

6 Test Mode (Hard Disk Drive Read/Write Test)

2•

3•

4•

7Reserved.

1•

Initializes the VPS. Clears all voice data and

2•

3•

4•

returns all system parameters to the default setting. CAUTION: User 1 and User 2 Prompts will be erased!

9-11 Reserved.

1•

12 All service prompts are set to System Prompts.

13 All service prompts are set to User 1 Prompts.

14 All service prompts are set to User 2 Prompts.

2•

3•

4•

1•

2•

3•

4•

1•

2•

3•

4•

15 Reserved.

* For Panasonic KX-T series telephone systems with DPT Integration. To change the position, use a pointed object, such as a pen, etc.

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VOICE PROCESSING SYSTEM OVERVIEW

MODE (Rotary Switch)—KX-TVS120 and KX-TVS220:

By setting one of the following positions and executing power down and up, you can achieve a desired result:

Table 2

Position Additional Function

0 Normal setting.

1 Initializes RS-232C parameters.

RS-232 default parameters: 9,600, N, 8, 1

2* Auto Configuration is automatically completed

and all ports are set for Automated Attendant service.

3* Auto Configuration is automatically completed

and all ports are set for Voice Mail service.

4Reserved

5 Initializes the VPS. Clears all voice data (except

User 1 and User 2 prompts) and returns all system parameters to the default setting.

6 Test Mode (Hard Disk Drive Read/Write Test)

7Reserved

8 Initializes the VPS. Clears all voice data and

returns all system parameters to the default setting. CAUTION: User 1 and User 2 Prompts will be erased!

9Reserved

* For Panasonic KX-T series telephone system with DPT Integration.

When setting the DIP/Rotary Switch to any position (except 0):

1. Disconnect the station wire(s) and wait a few minutes.

2. Turn the power switch off at the VPS.

3. Set the DIP/Rotary Switch.

4. Turn the power switch back on at the VPS.

5. Connect the station wire(s) to the VPS and wait approximately 5 min.

6. Return the DIP/Rotary Switch to position 0.

Grounding Strap:

Protects the printed circuit board from static electricity. (Ground) SAFETY PRECAUTION: Discharge any body static by touching the metal bar.

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VOICE PROCESSING SYSTEM OVERVIEW

Optional Port Cards:

The following types of port cards can be installed in the VPS.

• Four digital port expansion cards (KX-TVS204)

• Two digital/analog port expansion cards (KX-TVS102)

SLOT 2 of the KX-TVS120 is not available for installing the KX-TVS204 card.

KX-TVS102 consists of the following 2 cards:

• Telephone line interface card

• Digital processor (DSP) card

The telephone line interface transmits and receives analog and digital signals to and from the telephone line. The analog input signal is digitized at a sampling rate of 8 kHz to create a 16-bit digital signal.

The DSP has the following features:

• Voice Compression and Decompression

• Touchtone Detection

• Touchtone Generation

• Call Progress Tone Detection

KX-TVS204 consists of a telephone line interface and a DSP. The telephone interface of the KX-TVS204 transmits and receives ONLY digital signals with a Panasonic KX-TD or KXTA1232 Digital PBX. The DSP has the same features as the KX-TVS102.

Hard Disk Drive:

(One/system) Stores the proprietary system program, the system administration table, and the voice prompts; has the recording area for the messages from callers. (The hard disk is controlled by the central micro processor.)

Note: The actual Hard Disk Drive mounted on your VPS may look different from the one shown in the corresponding illustration provided in the beginning of this section.

CPU Board:

(One/system) Main processing unit for the system. Comprised of central microprocessor, ROM, dynamic RAM, system controller, DIP Switch (KX-TVS320) or Rotary Switch (KXTVS120 and KX-TVS220), and an RS-232C interface.

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VOICE PROCESSING SYSTEM OVERVIEW

1.3.3 Which Phone Systems are Compatible?

We recommend integration with the following Panasonic phone systems:

• Panasonic KX-TD500

• Panasonic KX-TD1232

• Panasonic KX-TA1232

• Panasonic KX-TD816

• Panasonic KX-TA series

• Panasonic KX-TD308

We cannot guarantee adequate integration of the VPS with other PBX systems or with Key Systems. If the customer does not have a recommended Panasonic PBX system, be sure that the system has the features listed below.

The PBX should have the following features for successful integration:

• Single line (tip/ring) port circuits (Some PBXs need an OPX card to provide this connection.)

• Station to station touchtone signaling

• Message Waiting Notification from an SLT (single-line telephone)

• Screened transfer from an SLT

• Message Waiting Notification on proprietary (multi-line) sets (message waiting lamp

accessed by dialing on/off codes)

If the PBX does not have these features, VPS operation will be limited.

See 3.1.4 PBX Requirements for Integration. You will find the following information about each feature listed:

• Description

• Limitations of the system without the feature

• Tests to determine whether the PBX has the feature

VOICE MAIL

The recommended Panasonic PBX systems have Follow-on ID and Inband Integration. When callers are transferred to an extension that is forwarded to Voice Mail, Follow-on ID sends callers directly to the mailbox. Without Follow-on ID, the caller would have to re-enter the mailbox number when connected to Voice Mail.

Touchtone Integration enables the VPS to recognize the current state of the call and improve its call handling performance. When enabled, the PBX informs the VPS of the status of the call (busy, answered, ringing, etc.) by sending a code with touchtones before sending the normal call progress tones. For example, when a caller hangs up before making a selection, the PBX sends # 9 to the VPS port that answered. This informs the VPS that the caller has hung up. Upon receiving these digits, the VPS goes on-hook and is ready to handle another call.

DPT Integration is available when the VPS is connected to a Panasonic KX-TD series or KX-

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VOICE PROCESSING SYSTEM OVERVIEW

TA1232 PBX (depending on the software version). This DPT Integration provides the VPS with more information than Touchtone Integration. This information enables the system to identify the extension number of the caller, know where from and why the call is forwarded, and recognize what the caller wants to do. Some features are available only with DPT Integration (Remote Call Forwarding Set, Live Call Screening, Two-Way Recording, TwoWay Transfer, Direct Mailbox Access, Intercom Paging, Auto Configuration, Caller Name Announcement [system/personal], Caller ID Call Routing, Personal Greeting for Caller ID, Time Synchronization with PBX).

1.3.4 Installer Equipment and Software Requirements

The installer must have a personal computer or data terminal equipped with terminal emulation software. We suggest that you use something like HyperTerminal by HILGRAEVE. Use the personal computer to program the VPS. Terminal emulation software enables the keyboard to be used as a data entry device.

While both the personal computer and data terminal are working, the personal computer allows screens to be saved in a file throughout the process. It is often helpful to retrieve these files later if technical support is needed.

1.3.5 Specifications

Voice Storage (approximate): • KX-TVS120: 32 h

Number of Mailboxes: • KX-TVS120: 62 Subscriber and 2 Manager

Number of Messages per Mailbox: 100 maximum (programmable)

Table 3

Compression Rate: 32 Kbps

Ports (maximum): • KX-TVS120: 6 ports

• KX-TVS220: 12 ports

• KX-TVS320: 24 ports

• KX-TVS220: 64 h

• KX-TVS320: 128 h

Custom Services: 100

Message Retention: 1 to 30 days or unlimited

Mailboxes

• KX-TVS220 and KX-TVS320: 1022 Subscriber and 2 Manager Mailboxes

Internal Modem (KX-TVS320 only): Maximum data transfer rate at 33600 bps.

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1.3.6 Hardware

KX-TVS120 KX-TVS220 KX-TVS320

VOICE PROCESSING SYSTEM OVERVIEW

Table 4

• One Hard Disk Drive

• One Port Card (KX-

TVS204)

• One Optional Port Card Slot for KX-TVS102 Card

• One RS-232C Connector

• One Rotary Switch

• One Hard Disk Drive

• One Port Card (KX-

• Two Optional Port Card

• One RS-232C Connector

• One Rotary Switch

1.3.7 Expansion Capabilities

Expansion requires additional port card(s): KX-TVS102 or KX-TVS204.

• The KX-TVS102 card has 2 digital/analog ports, and the ports are increased in increments of 2.

• The KX-TVS204 card has 4 digital ports, and the ports are increased in increments of 4.

Both the KX-TVS102 and the KX-TVS204 card can be installed in all models. (But SLOT 2 of the KX-TVS120 is not available for installing the KX-TVS204 card.)

TVS204)

Slots for KX-TVS102 and/or KX-TVS204 Cards

• One Hard Disk Drive

• One Port Card (KX-

TVS204)

• One Internal Modem Card

• Five Optional Port Card

Slots for KX-TVS102 and/or KX-TVS204 Cards

• One RS-232C Connector

• One DIP Switch (4-bit)

1.3.8 Internal Modem Card (KX-TVS320 only)

An internal modem card is installed in the KX-TVS320 prior to factory shipment. This card is necessary for programming and maintenance from remote locations.

The maximum data transfer rate of the internal modem is 33600 bps.

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VOICE PROCESSING SYSTEM OVERVIEW

1.3.9 Recommendations for System Configuration

General guideline: a ratio of 6/1 (for every 6 lines, 1 port). There are 2 questions to ask when considering how many ports are desirable:

• Are the ports answering all incoming calls or just forwarded/transferred calls?

• If they are answering incoming calls, how busy are the lines?

The guideline above (6/1) usually works well with moderate traffic. However, this may have to be modified for heavy traffic. Recommendations are outlined in the following charts.

Notes

• The KX-TVS120 can support a maximum of 6 ports.

• The KX-TVS220 can support a maximum of 12 ports.

• The KX-TVS320 can support a maximum of 24 ports.

PBX VPS

CO Lines Port

1-6 1

7-12 2 13-18 3 19-24 4 25-30 5 31-36 6 37-42 7 43-48 8 49-54 9 55-60 10 61-66 11 67-72 12 73-78 13 79-84 14 85-90 15 91-96 16

97-102 17 103-108 18 109-114 19 115-120 20 121-126 21 127-132 22 133-138 23 139-144 24

26 Installation Manual

VOICE PROCESSING SYSTEM OVERVIEW

One port may not support an Automated Attendant configuration with 5 CO lines. The preceding recommendations for Automated Attendant ports may have to be modified for heavy traffic.

VPSPBX

CO Lines Port

1-4 1 5-8 2

9-12 3 13-16 4 17-20 5 21-24 6 25-28 7 29-32 8 33-36 9 37-40 10 41-44 11 45-48 12 49-52 13

53-56 14 57-60 15 61-64 16

65-68 17 69-72 18 73-76 19 77-80 20 81-84 21 85-88 22 89-92 23 93-96 24

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VOICE PROCESSING SYSTEM OVERVIEW

1.4 VOICE MAIL INTEGRATION

1.4.1 General

DPT Integration

To the Panasonic KX-T series PBX that uses DPT Integration, the VPS ports look like digital extensions. The PBX thinks that the VPS is a digital phone, and the VPS mimics all actions of a digital set. Another advantage of DPT Integration is that the 2B+D communication provides 2 VPS ports for each Digital Station port. Communication between the VPS and the PBX through DPT Integration requires the proper software level in the PBX and 4-wire connections for each port. To communicate between the VPS and the PBX through DPT Integration, the PBX and VPS must be programmed to work together. DPT Integration is available when the VPS is connected to a KX-TD series and KX-TA1232 PBX with the proper software level.

Notes

To use DPT Integration, the lowest numbered jack of the VPS must be connected to the lowest numbered jack assigned as a Voice Mail Port Assignment in the PBX. See the DPT connection example(s) for your VPS model in the following section,

1.4.2 Connection Examples—KX-TVS120,

1.4.3 Connection Examples—KX-TVS220, or

1.4.4 Connection Examples—KX-TVS320.

Connect the other jacks to the VPS in the order of Voice Mail Port Assignment in the PBX.

Inband/None Integration

To the PBX, the VPS looks like SLT sets through standard single-line (tip/ring) telephone interfaces.

28 Installation Manual

1.4.2 Connection Examples—KX-TVS120

DPT Integration

For example, when you mount 1 KX-TVS204 card and 1 KX-TVS102 card, you can use 6 VPS ports in total by connecting 3 jacks of the KX-TD series or KX-TA1232 PBX to 3 jacks of the KX-TVS120.

Notes

• The KX-TA1232 supports a maximum of 4 jacks as VPS ports.

• SLOT 2 of the KX-TVS120 is not available for installing the KX-TVS204 card.

Connection Example (KTVS204 1, KX-TVS102 1, DPT Integration Mode)

VOICE PROCESSING SYSTEM OVERVIEW

PBX (KX-TD1232)

Jack 3

Jack 2

Jack 1

Assigned as DPT VPS ports

SLOT 1

KX-TVS120

SLOT 2

Port 5 Port 6

SLOT 1

Port 1 Port 2

SLOT 3

SLOT 2

SLOT 1

Telephone Line

Modular Jacks

Jack 4Jack 3

Jack 1

Jack 2

Port 3 Port 4

The lowest numbered jack on the slot.

Connect the odd-numbered jack on the KX-TVS102 card to your PBX (see the diagram above). The VPS will support 2 ports for the KX-TVS102 card, with only one jack connected.

Note

Do not connect the even-numbered jacks on the KX-TVS102 card.

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VOICE PROCESSING SYSTEM OVERVIEW

Inband/None Integration

Connection Example (KX-TVS102 2, Inband/None Integration Mode)

PBX (KX-TD1232)

Jack 4

Jack 3

Jack 2

Jack 1

SLOT 1

KX-TVS120

SLOT 2

SLOT 1

SLOT 3

SLOT 2

SLOT 1

Telephone Line

Modular Jacks

Jack 3

Port 3

Jack 1

Port 1

Jack 4

Port 4

Jack 2

Port 2

The lowest numbered jack on the slot.

Connect both jacks on each KX-TVS102 card to your PBX (see the diagram above). The VPS will support 2 ports for each KX-TVS102 card, with both jacks connected.

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