PANASONIC Voice Mail User Guide

Voice Processing System

Installation Manual

VOICE PROCESSING SYSTEM

POWER

KX-TVS50

Model

KX-TVS80

Thank you for purchasing a Panasonic Voice Processing System, Model KX-TVS50/KX-TVS80. Please read this manual before installing, customizing, or operating the Voice Processing System.

Thank you for purchasing the Panasonic Model

KX-TVS50/KX-TVS80 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 by the factory in English User 1 prompts—Record in any language you like User 2 prompts—Record in any language you like

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 su pports many languages as there are 12 keys on a touchtone phone an d you can record up to 10 0 Custom Ser vice menus. One t welf th of the se me nus can b e recor ded in one language if yo u desire. Another twe lfth can be recor ded in anot her lang uage, and s o on. Thus callers can b e guided entirely in their nati ve languag es. For a mult i-cultural United St ates, Custom Service is a truly powerful feature. Please see "Custom Service" in Appendix A1 SYSTEM FEATURES for more details.

Note

This product is on ly for connection behind a suitable PBX and should not be co nnected 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 te lep hone . If the telephone operates pr ope rl y, have the VPS repaired by a qualified Panasonic Factory Service Technician.

• Insta ll the unit so that the power cord is not obstruc ted in an y 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 inform ation 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 equ ipp ed wit h a 3-wi re gr ound ing plug. The plug will only fit into a grounde d power outlet. D o 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 i s cracked or bro ken, 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 the front and top 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 sol vent s, liquid cl eaners, w ater, or abrasiv e po wders to clean this uni t. 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 a nd send it pre paid, adequately insured and p referably in th e 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 back 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 SERVED 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

4 Installation Manual

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.

• I BM is either a re gister ed trademar k or a trade mark of Inte rnationa l Business Machines

Corporation in the United States and/or other countries.

• 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.

Installation Manual 5

Important Information

TELEPHONE COMPANY AND F.C.C. REQUIREMENTS AND RESPONSIBILITIES

Notify 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-TVS50/KX-TVS80

• 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

Connection to the Telephone Line

The VPS unit must not be connected to coin operated telephone lines. Contact the telephone company before connecting this unit to a party line.

Telephone Service Problems

The telephone compan y may temporari ly discontin ue service if the VPS causes prob lems with the telephone networ k. Discontinued service usual ly occurs after prior notif ication. When prior notification is not practical, the telephone company must:

• Promptly notify the customer of the temporarily discontinued service.

• Provide the customer with an opportunity to correct the situation or problem.

• Inform the customer of the right to bring a complaint to the Federal Communication

Commission pursuant to the procedures set forth in Subpart E of Part 68 of the FCC Telephone Equipment Rules.

Telephone Network and Terminal Equipment compatibility

Availability of Telephone Interface Information

When requested by the customer, the telephone company must provide the following information:

• technical information concerning interface parameters.

• technical information not specified in FCC rules such as the number of ringers that

can be connected to a particular telephone line.

Changes in Telephone Company Communications Faci lities, Equi pment, Operati ons, and Procedures

The telephone company may make changes to its communication facilities, equipment, operations, or procedures, when such action is reasonably required in the operation of its business, and is not inconsistent with FCC rules (FCC Telephone Equipment Rules, Part

68). The custo mer shall be given adequate notice in writin g when changes will:

6 Installation Manual

Important Information

• render the customer's equipment incompatible with telephone company communications

• require modification or alteration of customer terminal equipment

• materially affect customer terminal equipment use or performance

Adequate notice provides the customer with the opportunity to make any necessary alteration s in order to maintain uninterrupted serv ice.

Note This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to Part 15 of t he FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordanc e with the instru ctions , may cause har mful interference to radio communications. However, there is no guarantee that interference will not occur in a partic ular install ation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures.

— Reorient or relocate the receiving antenna. — Increase the separation between the equipment and receiver. — Connect the equipment into an outlet on a circuit different from that to which

the receiver is connected.

— Consult the dealer or an experienced radio/TV technician for help.

Ringer Equivalence No. (REN)

Customers, before connecting terminal equipment to the telephone network, shall upon request of the Telephone Company , inform the T elephone Compan y of the parti cular line(s) to which such connection is mad e, the F.C.C. registration number (see the labe l on the back of the unit) and ringer equivalence number (REN) of the registered terminal equipment. The REN is useful in determining the quantity of devices you may connect to your telephone line and st ill hav e all of those d evices r ing when your tel ephone number is call ed. In most, but not all areas, the sum of t he REN's of all de vic es connected to one line shoul d not exceed five (5.0). To be certain of the number of de vi ces you may conn ect to your li ne, as determined by the REN, you s hould c ontact your local tele phone company to determine the maximum REN for your calling area.

CAUTION

Any change or modif ication made to the terminal equipmen t, not expr e ssly appr o ved by the manufacturer, could void the user's authority to operate this equipment.

When programming and/or making test calls to emergency numbers:

• Remain on the line and briefly explain to the dispatcher the reason for the call.

• Perform these tests during off-peak hours, such as early morning or late evening.

Installation Manual 7

Table of Contents

1 VOICE PROCESSING SYSTEM OVERVIEW

1.1 WHAT THE VPS CAN AND CANNOT DO ............................................................ 16

1.1.1 Why Voice Processing? .............................................................................................. 16

1.1.2 Basic Operations......................................................................................................... 16

1.1.3 VPS Limitations ......................................................................................................... 17

1.2 SYSTEM ADMINISTRATION, MANAGEMENT, AND USE............................... 18

1.2.1 System Administration............................................................................................... 18

1.2.2 System Management .................................................................................................. 18

1.2.3 Subscriber Use ............................................................................................................ 18

1.3 SYSTEM BASICS ....................................................................................................... 19

1.3.1 General ....................................................................................................................... 19

1.3.2 System Components................................................................................................... 19

1.3.3 Which Phone Systems are Compatible?..................................................................... 21

1.3.4 Installer Equipment and Software Requirements....................................................... 23

1.3.5 Specifications.............................................................................................................. 23

1.3.6 Hardware .................................................................................................................... 23

1.3.7 Flash Memory Expansion Capabilities (KX-TVS50 only) ........................................ 23

1.3.8 Recommendations for System Configuration............................................................. 24

1.4 DIGITAL INTEGRATION......................................................................................... 25

1.4.1 General ....................................................................................................................... 25

1.4.2 APT Integration............................................................................................ ......... ..... 25

1.4.3 Connection Example—APT Integration .................................................................... 25

1.4.4 DPT Integration............................................................................................ ......... ..... 26

1.4.5 Connection Example—DPT Integration .................................................................... 26

2 INSTALLATION

2.1 SAFETY PRECAUTIONS ......................................................................................... 28

2.1.1 Installation.................................................................................................................. 28

2.1.2 Wiring......................................................................................................................... 29

2.2 UNPACKING............................................................................................................... 30

2.3 MOUNTING THE VPS ON THE WALL ................................................................. 31

2.4 FRAME GROUND CONNECTION ................................ ......... ......... ....................... 32

2.5 INSTALLATION STEPS............................................................................................ 33

2.6 INSTALLING AN OPTIONAL EXPANSION MEMORY CARD (KX-TVS52) T O

THE KX-TVS50 ............................ ......... ......... ........................................................... 35

2.6.1 General ....................................................................................................................... 35

2.6.2 Installing the KX-TVS52 ........................................................................................... 35

2.7 CONNECTIONS ......................................................................................................... 37

2.7.1 Connecting to the PBX............................................................................................... 37

2.7.2 Opening the Ferrite Core............................................................................................ 37

2.7.3 Connection for APT Integration................................................................................. 38

2.7.4 Connection for DPT Integration................................................................................. 38

2.7.5 Connection for Non-APT/DPT Integration................................................................ 39

2.8 TERMINAL CONNECTION..................................................................................... 40

2.8.1 Requirements for Connecting Programming Terminal .............................................. 40

2.8.2 Connecting the RS-232C Cable.................................................................................. 40

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Table of Cont ents

2.8.3 RS-232C Signals.........................................................................................................42

3 INTEGRATING THE VPS WITH PANASONIC KX-T PHONE

SYSTEMS

3.1 GUIDELINES FOR INTEGRATION........................................................................44

3.1.1 APT/DPT or Inband Signaling?..................................................................................44

3.1.2 Why Integration is Important ......................................................................................44

3.1.3 How the VPS and the PBX Communicate..................................................................44

3.1.4 PBX Requirements for Integration..............................................................................45

3.2 PBX PARAMETERS AND PORT SETTINGS.........................................................48

3.2.1 General Guidelines and Definitions ............................................................................48

3.2.2 RS-232C Settings........................................................................................................48

3.2.3 Port Settings .................................... ............................................................................48

3.2.4 PBX Interface Parameters ...........................................................................................49

3.3 CONNECTING THE VPS WITH PANASONIC KX-T SERIES PBXs................. 52

3.3.1 VPS Programming for Inband Integration ..................................................................52

3.3.2 KX-T123211D Software Verification and Programming for Inband Integration .......53

3.3.3 KX-TA Series Programming for Inband Integration via the Manager’s Extensio n ....55

3.3.4 KX-TD500 Programming for Inband Integration with KX-TVS80 ...........................58

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

Integration via the Manager’s Extension ...................................................................67

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

the Operating and Maintenance Tool.........................................................................68

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

Tool ............................................................................................................................71

4 INTEGRATING THE VPS WITH THE PANASONIC KX-TA

SERIES PBX AND KX-TD SERIES PBX

4.1 GUIDELINES FOR DIGITAL INTEGRATION......................................................76

4.1.1 Why Digital Integration is Important..........................................................................76

4.2 CONNECTING THE VPS WITH THE PANASONIC KX-TA624.........................78

4.2.1 KX-TA624 Software Verification and Programming for Digital Integration via the

Manager’s Extension..................................................................................................78

4.3 KX-TD500 PROG RAMMING FOR DIG I TAL INTEGRATION WIT H KX-TVS80...........84

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

KX-TA1232 AND KX -TD308.....................................................................................92

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

Manager’s Extension..................................................................................................92

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

Operating and Maintenance Tool................................................ ...............................97

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

Manager’s Extension................................................................................................100

4.5 COMMON DIGITAL INTEGRATION FEATURES AND SET UP PROCEDURES ......... 105

4.5.1 Live Call Screening (LCS) Programming.................................................................105

4.5.2 Live Call Screening Password Assignment...............................................................105

4.5.3 Live Call Screening Password Canceling..................................................................106

4.5.4 Live Call Screening Recording Mode Assignment via System Programming .........106

4.5.5 Live Call Screening Private/Hands-Free Mode Assignment via Station Programming............ 107

4.5.6 Live Call Screening Assignment via PC Programming............................................108

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Table of Contents

4.5.7 Live Call Screening Button Assignment via Station Programming......................... 109

4.5.8 Live Call Screening Cancel Button Assignment via Station Programming............. 109

4.5.9 Two-Way Recording Button Assignment via Station Programming........................ 110

4.5.10 Two-Way Transfer Button Assignment via Station Programming......................... 111

4.5.11 Voice Mail Transfer Button Assignment via Station Programming....................... 112

4.5.12 Button Assignment via PC Programming .............................................................. 112

4.5.13 Live Call Screening Activation................................................. ......... ..................... 114

4.5.14 Live Call Screeni ng P a ssw or d Control................................................................... 115

4.5.15 Two-Way Recording into Mailbox ......................................................................... 115

4.5.16 Two-Way Transfer into Mailbox............................................................................. 115

4.5.17 A Restriction on TWR/TWT Activation ................................................................ 115

5 CUSTOMIZING THE SYSTEM

5.1 STARTING UP........................................................................................................... 118

5.1.1 Before Programming................................................................................................ 118

5.1.2 Quick Setup.............................................................................................................. 118

5.1.3 Starting the Quick Setup........................................................................................... 119

5.2 PORT SETTING OPTIONS .................................................................................... 126

5.2.1 Custom Service Setting Example............................................................................. 126

5.2.2 Custom Service Features............................................................ ......... ..................... 128

5.2.3 Custom Service Programming............................................................................... ... 129

5.2.4 Recording Menus...................................................................................................... 132

5.2.5 Checking Operation......................................... ......... ......... ....................................... 132

5.2.6 Voice Mail.................................................................................................................132

5.2.7 Mailbox Groups........................................................................................................ 133

5.2.8 Extension Groups ..................................................................................................... 133

5.2.9 Interview Service...................................................................................................... 134

5.2.10 Automated Attendant.............................................................................................. 135

5.2.11 Department Dialing Service....................................................................... ............ 135

5.2.12 Operator Service..................................................................................................... 136

5.3 SETTING PORTS..................................................................................................... 137

5.3.1 Port Service Menu.................................................................................................... 137

5.4 AUTOMATED ATTENDANT PARAMETERS ..................................................... 139

5.4.1 Automated Attendant Menu..................................................................................... 139

5.4.2 Department Dialing.................................................................................................. 139

5.4.3 Operator’s Parameters............................................................................................... 140

5.5 SETTING MAILBOXES.......................................................................................... 143

5.5.1 Mailbox Setting Menu.............................................................................................. 143

5.5.2 Entering a Mailbox................................................................................................... 143

5.5.3 Deleting a Mailbox................................................................................................... 147

5.5.4 Password Reset......................................................................................................... 147

5.5.5 Mailbox Listing........................................................................................................ 148

5.6 TRAINING THE SUBSCRIBER............................................................................. 149

6FINAL SETUP

6.1 MESSAGE MANAGER'S MAILBOX (Mailbox 998) ........................................... 152

6.1.1 Accessing the Message Manager’s Mailbox............................................................ 152

6.1.2 Main Menu of Message Manager’s Service........................................ ......... ......... ... 152

6.1.3 Company Greetings (Enter #6*998,5,1)—KX-TVS80 only.................................... 153

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Table of Cont ents

6.1.4 Recording the Company Name (Enter #6*998,5,2)—KX-TVS80 only...................153

6.1.5 Custom Service Greetings (Enter #6*998,5,4)..........................................................153

6.1.6 Customizing User Prompts (Enter #6*998,5,6) ........................................................154

6.2 SETTING UP MAILBOXES.....................................................................................155

6.2.1 Recording Personal Greetings...................................................................................155

6.2.2 Recording the Owner’s Name ...................................................................................156

6.3 BACKING UP THE SYSTEM..................................................................................157

7 SYSTEM MAINTENANCE AND TROUBLESHOOTING

7.1 INITIALIZING THE SYSTEM ...............................................................................160

7.2 UTILITY COMMANDS............................................................................................162

7.2.1 Off-line Set (OFLN)..................................................................................................163

7.2.2 On-line Set (ONLN)..................................................................................................163

7.2.3 Set Password (PASS).................................................................................................163

7.2.4 Set Time (TIME).......................................................................................................164

7.2.5 Print Reports at Specified Time (PSET)....................................................................165

7.2.6 Error Log Display (ELOG).......................................................................................166

7.2.7 Saving the System Data to the Backup Device (SAVE)............................................168

7.2.8 Loading New or Saved Data to the VPS (LOAD).....................................................170

7.2.9 Print All of the VPS Parameters (GPRN) .................................................................171

7.2.10 Program Version Display (VERS)...........................................................................171

7.2.11 Custom Service Report (CREP) ..............................................................................172

7.2.12 Custom Service Menu Access Count Clear (CCLR) ..............................................173

7.2.13 Message Waiting Lamp Retry Times (MWL).........................................................173

7.2.14 Setting Minimum Recording Length (MRL) ..........................................................174

7.2.15 Modified Prompt List (MPLT)................................................................................174

7.2.16 Utility Command List (HELP)................................................................................175

7.2.17 Quick Setup (QSET) ...............................................................................................176

7.2.18 Circuit Condition Display (LMON)........................................................................176

7.2.19 Touchtone Information Display (PUTD).................................................................176

7.2.20 Wait for Caller ID (WCID)......................................................................................178

7.3 SYSTEM REPORTS..................................................................................................179

7.3.1 Mailbox Assignments................................................................................................180

7.3.2 COS (Class of Service) Assignments........................................................................180

7.3.3 System Service Report.......................................................................... ....................182

7.3.4 Call Account Report................................................... ...............................................183

7.3.5 Port Usage Report .................................... ......... ......... ...............................................184

7.3.6 Port Usage Statistics Clear........................................................................................184

7.3.7 Flash Memory Usage Report.....................................................................................185

7.3.8 Flash Memory Usage Statistics Clear.......................................................................186

7.3.9 Mailbox Usage Report ..............................................................................................186

7.3.10 Mailbox Usage Statistics Clear...............................................................................187

7.3.11 Fax Call Report .......................................................................................................188

7.3.12 Fax Call Statistics Clear..........................................................................................188

7.4 TROUBLESHOOTING GUIDE...............................................................................189

7.5 SPECIFICATIONS ....................................................................................................193

Appendix A SYSTEM FEATURES

A1 SYSTEM FEATURES................................................................................................196

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Table of Contents

Appendix B SYSTEM ADMINISTRATOR'S GUIDE

B1 SYSTEM NAVIGATION........................................................................................... 226

B2 SYSTEM ADMINISTRATION—MAILBOXES.................................................... 230

B3 SYSTEM ADMINISTRATION—SETTING COS (CLASS OF SERVICE)

PARAMETERS ........................................................................................................ 237

B4 SYSTEM ADMINISTRATION—PORT/TRUNK SERVICE............................... 247

B4.1 Port Assignment................................................................................... ......... ............ 247

B4.2 Trunk Group Assignment.......................................................................................... 249

B5 SYSTEM ADMINISTRATION—SERVICE SETTINGS ..................................... 252

B5.1 Automated Attendant Parameters............................................................................. 252

B5.2 Custom Service......................................................................................................... 260

B5.3 Caller ID Call Routing Parameters........................................................................... 263

B6 SYSTEM ADMINISTRATION—SYSTEM PARAMETER SETTINGS............ 266

B6.1 System Group Assignment ....................................................................................... 266

B6.2 Time Service............................................................................................................. 269

B6.3 Holiday Setting......................................................................................................... 273

B6.4 Daylight Saving Time (DST).................................................................................... 275

B6.5 Prompt Setting .......................................................................................................... 276

B6.6 System Caller Name Announcement........................................................................ 278

B6.7 Other Parameters....................................................................................................... 279

B7 SYSTEM ADMINISTRATION—HARDWARE SETTINGS................................ 291

B7.1 RS-232C Parameters................................................................................................. 291

B7.2 Port Setting ............................................................... ................................................ 292

B7.3 PBX Interface Parameters......................................................................................... 293

Appendix C SYSTEM MANAGER'S GUIDE

C1 ACCESSING THE SYSTEM MANAGER'S MAILBOX...................................... 302

C2 SETTING UP MAILBOXES.................................................................................... 303

C3 SETTING COS (CLASS OF SERVICE) PARAMETERS .................................... 306

C4 SETTING THE SYSTEM CLOCK......................................................................... 313

C5 CHANGING THE SERVICE MODE SETTING................................................... 315

C6 CHANGING THE COMPANY GREETING SETTING (KX-TVS80 ONLY).... 317

C7 CHECKING SYSTEM USAGE (SYSTEM REPORTS) ....................................... 318

C8 DELIVERING MESSAGES..................................................................................... 320

C9 CUSTOMIZING THE SYSTEM MANAGER'S MAILBOX................................ 323

C10 LISTENING TO SYSTEM MANAGER MESSAGES......................................... 324

Appendix D MESSAGE MANAGER'S GUIDE

D1 ACCESSING THE MESSAGE MANAGER'S MAILBOX................................... 326

D2 MANAGING THE GENERAL DELIVERY MAILBOX...................................... 327

D3 SETTING UP MESSAGE WAITING NOTIFICATION....................................... 329

D4 CUSTOMIZING THE MESSAGE MANAGER'S MAILBOX............................. 332

D5 SETTING THE SYSTEM CLOCK......................................................................... 334

D6 RECORDING MESSAGES...................................................................................... 336

D7 REMOTE CALL FORWARDING SET .................................................................. 341

D8 LIST OF PROMPTS FOR VOICE MAIL AND AA SERVICE........................... 344

D9 LIST OF MODIFIABLE PROMPTS...................................................................... 347

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Table of Cont ents

Glossary INDEX

............................................................................................................................399

...............................................................................................................................411

Installation Manual 13

Table of Contents

14 Installation Manual

VOICE PROCESSING SYSTEM OVERVIEW

Section 1

VOICE PROCESSING SYSTEM OVERVIEW

Installation Manual 15

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, f orw a rds to appropriate e xtensions, takes and stores messag es, and notif ies su bscribers whe n 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 p hone s ar e t ra nsf er red 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 indi vid ual or to s ev e ral mailbox es at once. The mess age sender can then v erif y 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. (Subscri bers can choose to recei ve messag e notificat ions differ ently depending on the time of day.) Mailbox parameters, which ac commodate 5- 100 messa ges, determine th e maximum length of messages. I f the system is conne cted using Digit al Integrati on, subscribers can press a pre-assigned button to record conversations into their own mailboxes or other subscribers' mail boxes while talking on the phon e. Di git al Integration also allows subscribers to screen messages as they ar e being left, or intercept them if required .

16 Installation Manual

1.1.3 VPS Limi ta tio ns

The VPS does not support:

UCD functions

UCD (Uniform Call Distribution) is a service that distributes calls evenly among extensions; when all extens ions are unav ailable, it returns to cal lers to say that all e xtensions are busy . Calls can be forwarded by the VPS to the KX-TD1232/816/308/500 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 n ot recommend these systems for integration with the VPS. The

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

Installation Manual 17

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 em ulation 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 incl ude Compa ny Greetings, Company Name, Department Dial ing menu, Custom Service menus, voic e labels for System Group Distr ibution Lis ts, 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.

18 Installation Manual

1.3 SYSTEM BASICS

1.3.1 General

The KX-TVS50 is initially configured with 2 ports and 2 h of storage; the KX-TVS80 is initially configured with 2 ports and 6 h of storage.

1.3.2 System Components

Main Cabinet

AC Inlet

Power Indicator

POWER

VOICE PROCESSING SYSTEM

VOICE PROCESSING SYSTEM OVERVIEW

MODE (DIP Switch) Port 1

Port 2 Ferrite Core Ground Terminal

RS-232C Connector

Note

EIA port is at SELV.

Inside View of the Main Cabinet

KX-TVS50 KX-TVS80

Memory Card

Position for Optional Expansion Memory Card

Memory Card

Master

Slave

Installation Manual 19

VOICE PROCESSING SYSTEM OVERVIEW

System Components

AC Inlet:

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

Power Indicator:

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

MODE (DIP Sw itch):

(Check the status of this switch only at start-up.) Provides the following additi onal functions:

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

Table 1

•1

Auto Configuration is automatically executed and all ports are

•2

•3

set for Automated Attendant service.

•4

•1

Auto Configuration is automatically executed and all ports are

•2

•3

set for Vo ice Mail service.

•4

4Reserved.

1•

Initialize s the VPS. Clears all voice data (exc ept User 1 and

2•

3•

4•

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 returns all system

2•

3•

parameters to the default setting.

4•

CAUTION: User 1 and User 2 Prompts will be erased!

9Reserved.

•1

Auto Configuration is automatically executed and all ports are

10*

11*

•2

•3

set for Automated Attendant service.

•4

•1

Auto Configuration is automatically executed and all ports are

•2

•3

set for Vo ice Mail service.

•4

1•

All service prompts are set to System P rompts (factory-r ecorded

13 All service prompts are set to User 1 Prompts (not recorded).

2•

3•

4•

English prompts).

1•

2•

3•

4•

20 Installation Manual

VOICE PROCESSING SYSTEM OVERVIEW

Table 1

Position Additional Function

1•

14 All service prompts are set to User 2 Prompts (not recorded).

2•

3•

4•

15 Reserved.

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

For Panasonic KX-TA624 telephone system with APT Integration.

* To change the position, use a pointed object, such as a pen, etc.

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

1. Disconn ect the station wire(s) an d wait a few minutes.

2. Disconnect the AC cord from the VPS.

3. Set the DIP Switch.

4. Connect the AC cord to the VPS.

5. Connect the station wire(s) to the VPS and wait approximately 3.5 min.

6. Return the DIP Switch to position 0.

Ground Terminal:

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

RS-232C Connector:

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

Memory Card:

(One/system) Stores the proprietary system program, and the voice prompts (about 30 min worth); has the capacity to record approximately 2 h (KX-TVS50) or 6h (KX-TVS80) of messages from callers.

Optional Expansion Memory Card (for the KX-TVS50):

The KX-TVS52 can expand the flash memory capacity of the KX-TVS50 by 2 h.

1.3.3 Which Phone Systems are Compatible?

We recommend integration with the following Panasonic phone systems:

• Panasonic KX-TA624

• Panasonic KX-TD308

• Panasonic KX-TD1232

• Panasonic KX-TD816

• Panasonic KX-TA1232

Installation Manual 21

VOICE PROCESSING SYSTEM OVERVIEW

• Panasonic KX-TD500 (Available for the KX-TVS80 only)

• Panasonic KX-T336

• Panasonic KX-T123211D

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 In tegration. 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 Panaso nic PBX syst ems ha v e Fol lo w- on ID and Inba nd 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.

Digital (APT/DPT) Integration is available when the VPS is connected to a Panasonic KXTA624 or other Panasonic KX-T ser ies digi tal PBX (depe nding on the so ftw are v er sion) . This Digital Integration provides the VPS with more information than T ouchtone Integration. This information enable s the system to identif y the extension num ber of the caller , know where fr om and why the call is forwarded, and recognize what the caller wants to do. Some features are available only with Digital Integration (Remote Call Forwarding Set, Live Call Screening, Two-Way Recording, Two-Way 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).

22 Installation Manual

VOICE PROCESSING SYSTEM OVERVIEW

1.3.4 Installer Equipment and Software Requirements

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

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

1.3.5 Specifications

Table 2

Ports: 2 ports

Voice Storage (approximate): • KX-TVS50: 2 h

• KX -TVS80: 6 h

Custom Services: 100

Message Retention: 1 to 30 days or unlimited

Number of Mailboxes: • KX-TVS50: 30 Subscriber and 2 Manager

Mailboxes

• KX -TVS80: 62 Subscriber and 2 Manager Mailboxes

Number of Messages per Mailbox: 100 maximum (programmable)

1.3.6 Hardware

• 1 (KX-TVS50) or 2 (KX-TVS80) Flash Memory Card(s).

• 1 Optional Flash Memory Position for KX-TVS52 card (KX-TVS50 only)

• 2 Telephone Inputs (RJ11C)

• 1 RS-232C Connector

• 1 DIP Switch (4-bit)

1.3.7 Flash Memory Expansion Capabilities (KX-TVS50 only)

Expansion of the flash memory capacity requires an optional expansion memory card (KXTVS52). The KX-TVS50 initiall y h as 2 h memory. The KX-TVS52 increases the capa ci ty by 2 h.

Installation Manual 23

VOICE PROCESSING SYSTEM OVERVIEW

1.3.8 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:

• Ar e the ports answering all incoming calls or just forwarded/transferred call s?

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

The guideline abo ve ( 6/1) usuall y works wel l with modera te traf f ic. Ho we ver , this may ha v e to be modified for heavy traffic. Recommendations are outlined in the following charts.

Table 3

CO Lines Port

1-6 1

7-12 2

One port may not support an Automated Attendant configuration with 5 CO lines. The preceding recommendat ions for Automated At tendant ports may ha ve to be modi fied for he avy traffic.

Table 4

CO Lines Port

1-4 1 5-8 2

24 Installation Manual

1.4 DIGITAL INTEGRATION

1.4.1 General

There are 2 types of Digital Integration: APT Integration and DPT Integration. APT Integration is available when the VPS is connected to a KX-TA624. DPT Integration is available when the VPS is connected to a KX-TD or KX-TA1232 digital PBX.

1.4.2 APT Integration

To the Panason ic KX-TA624, the VPS ports look l ik e prop ri etar y telepho nes. The PBX think s that the VPS is a proprietary telephone, and the VPS mimics all actions of a proprietary telephone. Communication bet ween the VPS and the PBX through digital inte gration r equires the proper software level in the PBX and 4-wire connections for each port. To communicate between the VPS and the PBX through APT Integration, the PBX and VPS must be programmed to work together.

VOICE PROCESSING SYSTEM OVERVIEW

1.4.3 Connection Example—APT Integration

For example, you can connect jack 7 of the KX-TA624 to Port 1 of the VPS with a 4-wire connection (see dia gram be low). This connection c reate s 1 Voice Mail extension and c an onl y answer 1 call. This means tha t a ful ly-conf igured 2-port s ystem requ ires 2 j acks fr om the PBX.

VPS

KX-TA624

When APT Integration is acti vate d, a single ex tension jack pr ovides 1 sin gle-lin e interfa ce at a Port on the VPS. For exa m ple , when 1 l ine cor d (4 wi re) is connected to Port 1 on the VPS, 1 extension is provided.

Port 1 Extension 107

Port 2 Extension 108

Installation Manual 25

VOICE PROCESSING SYSTEM OVERVIEW

1.4.4 DPT Integration

To the Panasonic KX-T seri es PBX that uses DPT Integration, the VPS ports look li ke digital extensions. The PBX think s that the VPS is a digital phone , and the VPS mimics al l actions of a digital set. Anot her advanta ge of digital i ntegration i s that the 2B+D communicat ion provides 2 VPS ports for each Digital Station port. Communication between the VPS and the PBX through digital 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.

1.4.5 Connection Example—DPT Integration

For example, you can connect jack 15 of the KX-TD1232 to Port 1 of the VPS with a 4-wire connection (see diagram below). This connection creates 2 Voice Mail extensions and can simultaneously an swer 2 call s. Thi s means t hat a full y-configured 2-port syst em req uires only 1 jack from th e PBX.

VPS

KX-TD1232

When DPT Integration is activated, a single extension jack provides 2 single-line interfaces at a Port on the VPS. For example, when 1 line cord (4 wire) is connected to Port 1 on the VPS, 2 extensions are provided.

Port 1 Extensions 165 and 166

26 Installation Manual

INSTALLATION

Section 2

INSTALLATION

Installation Manual 27

INSTALLATION

2.1 SAFETY PRECAUTIONS

Please read the following precautions before installing the VPS.

2.1.1 Installation

The VPS needs to be mounted on a wall. Improper placement of the system may result in malfunction, noise, or discoloration. Avoid installing the VPS in the following places:

• in direct sunlight; in hot, cold, or humid places

• in new areas where there are thermal springs, etc . (where sulfuric gas ma y dama ge the

equipment or contacts).

• where shocks or vibrations are frequent or strong.

• in dusty places or places where water or oil may come in contact with the unit.

• near high frequency generating devices such as sewing machines, elevators or electric

welders.

• on or near computers, telexes, or other office equipment; near microwave ovens or air conditioners. (Idea lly , the VPS sho uld not be in the room with these items and should be at least 1.8 m {6 feet} away from televisio ns.)

Do not obstruct the areas aro und the PBX and the VPS. Both re quire space abo ve for cool ing and space on the sides for maintenance and inspection.

28 Installation Manual

2.1.2 Wiring

• To assure good quality telephone connection, it is recommended new and modifications to existing installation of customer premise wiring shall use solid twisted pair copper conductors with minimum 24 gauge that comply with the electrical specifications for Category 3 wiring as detailed in ANSI/EIA/TIA-570A Building Wiring Standards.

• Do not wire the telephone c able para llel to an A C power sour ce , computer, etc. If cables a re run near those wires, shield them with metal tubing or use shi elded cables and grou nd the shields.

• Use protectors if running cables on the floor. Avoid running cables under carpets.

• Avoid sharing a 120 V A C power supply for comput ers, tele xes, and ot her off ice eq uipment

with the VPS. Induction noise from such equipment may interrupt the VPS operation.

When making any connections or removing the cover, be sure the power switch is turned off.

When installing telephone wiring, basic safety precautions should always be followed to reduce the risk of fire, electric shock and injury to persons, including the following:

• Never install telephone wiring during a lightning storm.

• Never install telephone j acks in wet locatio ns unless the jack i s specif ically designed for

wet locations.

• Never touch uninsula ted telepho ne wires or t erminals unl ess the tel ephone line has been

disconnected at the netw or k in te rface.

• Use caution when installing or modifying telephone lines.

INSTALLATION

Note

If you live i n an area th at can have frequent po wer f ailures, we strongly reco mmend that you purchase a suitable UPS (unint erruptibl e po wer suppl y) for yo ur VPS (and PBX if needed) . The power rating of your VPS may be found in the specifications.

Installation Manual 29

INSTALLATION

2.2 UNPACKING

Unpack the box and check the items below.

Table 5

Main Unit 1 AC Cord 1 Screws (Wall Mounting) 3 Anchor Plugs (Wall Mounting) 3

30 Installation Manual

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