Teleco Perfect Voice Tis 16 Installation Manual

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PVTis16S3IM

Revision 1.28

November, 2011

Installation

Manual

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PERFECT VOICE TIS16S3 INSTALLATION REFERENCE GUIDE..............1

INTRODUCTION .............................................................................................5

What is Perfect Voice Tis16 Series 3?......................................................................... 5

Configurations..........................................................................................................................................5

Users..............................................................................................................................5

System Codes ............................................................................................................... 6

What Perfect Voice Tis16S3 Can Do For Callers........................................................6

What Perfect Voice Tis16S3 Can Do For Users..........................................................6

INSTALLATION ..............................................................................................7

Installer Requirements.................................................................................................. 7

Required Materials...................................................................................................................................7

Installation Overview .................................................................................................... 7

Step 1: Unpack and Inspect Perfect Voice Tis16S3 ................................................... 7

Battery............................................................................................................................8

Step 2: Install BSIS Card if using SMDI Integration on Strata CIX............................ 8

Step 3: Program Telephone System............................................................................ 8

Programming Toshiba Strata CIX Telephone Systems...........................................................................8

Step 4: Shut Down Telephone System...................................................................... 11

Step 5: Install Perfect Voice Tis16S3......................................................................... 12

1. Locate available slot for Tis16S3......................................................................................................12

2. Install Perfect Voice Tis16S3 according to the following steps. ........................................................ 12

Step 6: Restart CIX and Verify Perfect Voice Tis16S3 Is Functioning Properly..... 12

Step 7: Configuring the System................................................................................. 13

A. Set the System Date & System Time..................................................................... 14

B. Selecting the Telephone System Type ................................................................. 15

Selecting the Telephone System Type Using the Telephone................................................................15

C. Selecting a Pre-configured Dialplan ..................................................................... 16

D. Record System Greetings and Whattodos........................................................... 17

System Greeting Scripts........................................................................................................................18

Pre-Defined Users For Greetings and Whattodos.................................................................................18

Recording System Greetings.................................................................................................................19

Manually Select the Open or Closed Mode...........................................................................................20

E. Setting the Business Hours................................................................................... 21

To set the business hours:.....................................................................................................................22

F. Setting Up Single Digit Users ................................................................................ 23

Setting Up Transfer-Only Single Digit Users .........................................................................................23

Setting Up Single Digit Audiotext Users ................................................................................................24

G. Changing the Default Operator ............................................................................. 26

Programming the Default Operator’s Extension....................................................................................26

H. Configure Auto-Transfer to Fax Extension .......................................................... 27

I. Configure Auto-Transfer to TDD Equipment ......................................................... 28

J. Configuring the System for SMDI.......................................................................... 29

K. Pager Notification................................................................................................... 30

Notification Cycle...................................................................................................................................31

L. Directory Assistance .............................................................................................. 32

Search Directory Assistance by First or Last Name..............................................................................32

Set up Users for Directory Assistance...................................................................................................33

Additional fields related to Directory Assistance....................................................................................34

TRAINING .....................................................................................................35

Console Operator Training......................................................................................... 35

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System Administrator Training.................................................................................. 35

User Training............................................................................................................... 36

FINAL CUTOVER..........................................................................................36

TROUBLESHOOTING ..................................................................................37

SYSTEM ADMINISTRATION........................................................................39

Before You Begin........................................................................................................ 39

Basic System Maintenance........................................................................................ 39

Questions and Answers ............................................................................................. 39

User Training............................................................................................................... 39

Problem Reporting......................................................................................................40

SYSTEM ADMINISTRATOR MENU .............................................................41

To Access the System Administrator Menu ............................................................. 41

USERS ON THE PERFECT VOICE TIS16S3...............................................42

Normal Users............................................................................................................... 42

Outside Users.............................................................................................................. 42

Standard Audiotext Users .......................................................................................... 42

Single Digit Audiotext and Transfer-Only Users ...................................................... 43

Operator.......................................................................................................................43

Auto-Detect Users.......................................................................................................43

Public Distribution Lists............................................................................................. 43

ACTIVATING PAGER NOTIFICATION.........................................................44

Notification Cycle........................................................................................................ 45

RECORDING SYSTEM GREETINGS AND WHATTODOS..........................46

System Greetings........................................................................................................ 46

System Greeting Scripts............................................................................................. 47

Pre-Defined Users For Greetings and Whattodos.................................................... 47

Recording System Greetings..................................................................................... 48

Holiday and Temporary Greetings and Whattodos.................................................. 49

Holiday Greeting and Whattodo.............................................................................................................49

Temporary Greeting and Whattodo.......................................................................................................49

Recording Greetings and Whattodos.....................................................................................................49

Manually Select the Open or Closed Mode............................................................... 50

Single Digit Audiotext Messages............................................................................... 51

Audiotext Scripts......................................................................................................... 51

Recording Audiotext Scripts...................................................................................... 51

CHANGE THE SYSTEM DATE AND TIME..................................................52

To Change the System Date & System Time:........................................................... 52

USING AND CONFIGURING THE DEFAULT OPERATOR.........................53

Programming the Default Operator’s Extension ...................................................... 53

Recording a Personal Greeting for the Default User’s Mailbox .............................. 54

Enabling / De-Activating Operator Personal Greeting............................................. 55

Retrieving messages From the Default Operator’s Mailbox.................................... 55

PUBLIC DISTRIBUTION LISTS....................................................................56

Maintaining or Creating New Public Distribution Lists............................................ 56

Recording Public Distribution List Names................................................................ 57

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CHANGING USER PASSWORDS ............................................................... 58

MUSIC ON HOLD AND BACKGROUND MUSIC ........................................ 59

Hardware Requirements ............................................................................................. 59

Enable Music on Hold/Background Music ................................................................ 59

Disable Music on Hold/Background Music ............................................................... 59

Customizing Music on Hold/Background Music ...................................................... 60

Changing the File After the System has Started ...................................................... 60

APPENDIX A: REMOTE DIAGNOSTICS/ADMINISTRATION ...................... 1

Network Connection ..................................................................................................... 1

Directions for Use .................................................................................................................................... 1

Using Network Connection for File Transfers .......................................................................................... 2

Connecting via Internal Modem ................................................................................... 3

Accessing SCREENS .............................................................................................................................. 3

Using Klinic .............................................................................................................................................. 4

File Transfers ........................................................................................................................................... 5

Resetting or Initializing the Internal Modem on the Perfect Voice Tis16S3 ............................................. 5

Connecting Locally via Console Port .......................................................................... 6

Accessing SCREENS .............................................................................................................................. 7

System Boot Options ............................................................................................................................... 7

Using Klinic .............................................................................................................................................. 8

File Transfers ........................................................................................................................................... 9

APPENDIX B: CREATE A CUSTOM DIALPLAN ......................................... 1

APPENDIX C: DATABASE WORKSHEETS ................................................. 1

User Lists : Pre-configured Dialplans ......................................................................... 1

Single Digit Worksheet ................................................................................................. 1

Auto-Detect Worksheet ................................................................................................. 1

Public Distribution Lists ............................................................................................... 1

Normal User Worksheet (2-Digit) ................................................................................. 2

Normal User Worksheet (3-Digit) ................................................................................. 3

Outside User Worksheet ............................................................................................... 4

APPENDIX D: INSTALLING HYPERTERMINAL .......................................... 1

Installing Hyperterminal Private Edition 4.0 ............................................................... 1

APPENDIX E: SET UP AND ACTIVATE EMAIL NOTIFICATION ................ 1

1. Run C:\EM-SETUP.BAT and Edit Email.bat to Activate Network Connection ..... 1

2. Edit Socket.cfg file ................................................................................................ ... 1

3. Add Email Address to User Record(s) ................................................................... 3

4. Change Setting for Attaching Voicemail to Email Notification ............................ 3

APPENDIX F: CALL RECORD ..................................................................... 1

Programming and Using Call Record .......................................................................... 1

Station Programming ............................................................................................................................... 1

Programming the live-record beep (if required) ....................................................................................... 1

Using Call Record .................................................................................................................................... 1

APPENDIX G: TERMS .................................................................................. 1

Modes of Operation ....................................................................................................... 1

Users .............................................................................................................................. 2

System Codes ............................................................................................................... 2

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ETL LISTED

CONFORMS TO UL STD. 60950-1

CERTIFIED TO CAN/CSA C22.2 NO. 60950-1

Installation Reference Guide

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Perfect Voice Tis16S3 Installation Reference Guide

A. Hardware Installation

1. Unpack and Inspect the System See page 7

2. Install BSIS for SMDI on CIX (If necessary) See page 8

3. Program Telephone System See page 8

4. Shut Down Telephone System See page 11

5. Install Tis16S3 Card See page 12

6. Restart System and Verify Tis16S3 is Working See page 12

7. Configure the System See page 13

B. Set the Date and Time

1. Press intercom & call the Perfect Voice Tis16S3 system.

2. Log in to User ID 900 (administrator box).

3. Dial 2 to set the current Time.

4. Dial 3 to set the current Date.

B. Select the Telephone System

B. Select the Telephone System/Dialplan

1. Press intercom & call the Perfect Voice Tis16S3 system.

2. Dial 913.

3. Using Table A, select the telephone system option.

4. Enter the appropriate Confirmation Code

NOTE: Telephone system type may be changed at anytime without affecting the User database.

Hardware Installation

. Set the Date and Time

See page 14

See page 15, Table A

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Installation Reference Guide

C. Select the Dialplan

B. Select the Telephone System/Dialplan

1. Press intercom and call the Perfect Voice Tis16S3 system.

2. Dial 912

3. Using Table B, select the desired dialplan option.

4. Enter the appropriate Confirmation Code.

NOTE: The dialplan may not be re-configured without performing a new installation.

D. Record System Greetings and Whattodos

Set the Business Hours

1. Press intercom and call the Perfect Voice Tis16S3 system.

2. Log in to User ID 980.

3. Press 5 to record current personal greeting(s).

4. Record greeting(s).

E. Set the Business Hours

Set the Business Hours

1. Press Intercom & call the Perfect Voice Tis16S3 system.

2. Enter 910.

3. Enter 2 for Schedule.

4. Enter the weekday number, (using 1 for Monday, 2 for Tuesday, … or 8 for Weekdays).

5. Enter 1 to change the open time, or 2 to change the close time.

6. Enter the hour to open/close (0 to 23).

7. Enter the minute to open/close (0-59).

8. Press 1 to accept.

9. Press 1 to make changes effective.

See page 16, Table B

See page 17

See page 21

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F. Set Single Digit Options

Set the Business Hours

1. Press intercom and call the Perfect Voice Tis16S3 system.

2. Log into the single digit User ID to change (Users 1 through 6).

3. After Login:

• If transfer only: Dial 5. Select 8. Enter the extension number

followed by pound.

• If audiotext: Dial 2. Select 5 to record audiotext information.

(To listen to recording, Dial 1)

See page 23

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Introduction

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Introduction

What is Perfect Voice Tis16 Series 3?

Perfect Voice Tis16 Series 3 is an integrated voice messaging and call routing system designed to work with the Toshiba CIX software version 4.1 or higher telephone system(s). Perfect Voice Tis16S3 can perform a number of tasks for callers and Users, which increase their productivity.

Perfect Voice Tis16S3 is packaged entirely on a printed circuit board that resides in the host KSU. The architecture of the system permits Perfect Voice Tis16S3 to be connected directly to the CIX system data bus. This enables Perfect Voice Tis16S3 connectivity without the traditional analog interfaces necessary for other voice processing systems.

System installation and initial configuration involves plugging in Perfect Voice Tis16S3 into an available card slot in the CIX system that is programmed as a BSLU/BSLS card.

NOTE

Perfect Voice Tis16S3 will NOT work on CIX40 or CTX28.

Configurations

Perfect Voice Tis16S3 is available as a flash-based system with 140 storage hours.

Users

Normal Users Normal Users are those individuals who have a physical extension number on the telephone system that

directly corresponds to their User ID, or mailbox, on the Perfect Voice Tis16S3 system. If the called extension number is busy or does not answer, the caller is prompted to leave a message, enter another extension number or press 0 to reach the operator. The Normal User and Outside Mailbox User IDs may be two, three, or four digit numbers.

Outside Mailbox Users Outside Mailbox Users are those individuals who do not have a physical extension number on the telephone

system but who do have a mailbox on the Perfect Voice Tis16S3 system. When a caller enters an Outside User ID, Perfect Voice Tis16S3 immediately plays the personal greeting for the mailbox and allows the caller to leave a message or dial another extension. The Normal User and Outside Mailbox User IDs may be two, three, or four digit numbers.

Audiotext Mailbox An Audiotext Mailbox is not associated with a specific telephone extension and does not take messages.

Instead, it plays a pre-recorded greeting that provides information to callers. The information could be anything the company would like callers to have but does not necessarily need a person to say. Audiotext boxes are useful in playing information to callers such as the company address, fax number, business hours and general information.

Auto-Detect Users Two Auto-Detect Users are pre-defined (990=fax extension, 991=TDD extension).

Single Digit Users Single Digit Users available are 1, 2, 3, 4, 5, and 6. These Users may also be defined as audiotext boxes

and/or transfer boxes.

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Introduction

System Codes

Pre-Defined System Codes The pre-defined system codes are as follows:

 System Access code: 7  Hang-up, or Endcall code: 998  Direct to take a Message: 997  Direct to Personal Greeting: 8  Directory Assistance: 9

What Perfect Voice Tis16S3 Can Do For Callers

Perfect Voice Tis16S3 can perform a number of tasks to enhance your company’s telecommunications environment for callers (A caller is an individual calling your company from an outside line.)

 Answer an outside call and transfer the caller to an extension within your company.  Answer an outside call and provide information by playing caller-selected pre-recorded messages.  Allow a caller to leave a message for a User if the User is not available.  After a caller records a message, he or she is presented with options to send the message, review the

message, re-record the message, add to the message, or discard the message. The caller may also mark the message urgent or private. Marking the message urgent places that message before other messages in the destination User’s mailbox. Marking the message private prevents the User from forwarding it to another User.

 Allow a caller to select another User, in the event that the originally selected User is not available.  If a caller is calling from a rotary dial telephone or does not know how to use the system, Perfect

Voice Tis16S3 can transfer the caller to an operator.

 If a caller does not know the extension (User ID) of the person he or she wishes to reach, he or she

may select the directory assistance option (9) and spell the name of the person, instead.

 Detect Fax tones and transfer to a fax machine.  Detect TTY/TDD tones and transfer to a TTY machine.

What Perfect Voice Tis16S3 Can Do For Users

Perfect Voice Tis16S3 offers a large number of features for Users. (Users are defined on the Perfect Voice Tis16S3 system.)

 Allow a User to record a personal greeting that callers hear in the event that the User is not available

to answer their call.

 Inform a User that a new message has been left by lighting the message lamp on the User’s

telephone.

 Allow a User to listen to messages left by callers or other Users.  If a message was not marked private, allow a User to forward it to another User (or group of Users).

The message can be forwarded with or without a prefix recording. The prefix might say something like, “Joann, would you please take care the problem that Mark is describing in the following message.”

 Allow a User to set up a list of other Users to whom a message can be easily sent or forwarded.  If a User does not know the User ID of another User, he or she can select the directory assistance

option (9) and spell the name of the person, instead.

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Installation

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Installation

This section provides the steps to install the Perfect Voice Tis16S3 hardware and configure the system.

Installer Requirements

The installer plays a key role in the successful installation of the voice processing hardware and software. In addition to performing the actual work of installing the product, the installer acts as a liaison between the customer, telecommunications companies, and Teleco Technical Support. An installer is required to have skills and experience in at least the basics of telephony and computer technology, including the following:

 Perfect Voice Technical training certification.  Training and experience in at least the general concepts of telecommunications.  Certified on the Toshiba CIX telephone systems.  The ability to properly configure, install and remove circuit boards in a personal computer.

Required Materials

 Anti-static wrist strap  BSIS card and serial cable (if SMDI is required on CIX telephone system)

Installation Overview

Step 1: Unpack and Inspect Perfect Voice Tis16S3, page 7 Step 2: Install BSIS Card if using SMDI Integration on Strata CIX, page 8 Step 3: Program Telephone System, page 8 Step 4: Shut Down Telephone System, page 11 Step 5: Install Perfect Voice Tis16S3, page 12 Step 6: Restart CIX and Verify Perfect Voice Tis16S3 Is Functioning Properly, page 12 Step 7: Configuring the System, page 13

Step 1: Unpack and Inspect Perfect Voice Tis16S3

Before unpacking, make certain that none of the shipping containers were damaged during shipment. Do not open any damaged shipping containers. Contact your shipping agent for appropriate claims.

CAUTION

To ensure that the unit is not damaged during installation or maintenance, follow these precautions. Damage may not always be immediately evident (e.g., no physical damage on the outside of the unit) and system failure may result weeks or months later.

 Handle Tis16S3 with care. Mechanical shock from dropping, shaking, excessive force when seating

the board into the slot, rocking a connector on or other activities can severely damage the disk assembly or the disk’s printed circuit board.

 Wear an anti-static wrist strap. It can also be re-used and left with the telephone system cabinet. An

electrostatic charge from your body can damage the drive or circuitry permanently.

 Hold Tis16S3 by the edges. When inserting the card into the cabinet, only press on the card’s

edge. When removing the card from the cabinet, use the attached loop strap. Never touch the board’s surface. Pressure on the printed circuit board or contaminants from your hands (e.g., skin

oil, food particles, hand lotion) can cause component failure.

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Installation

Battery

CAUTION – Battery Replacement

The Tis16S3 battery can ONLY be replaced with a 3 volt Lithium coin battery, number CR2032. There is a risk of explosion if the incorrect battery is used. Dispose of used battery according to the battery manufacturer’s instructions.

Step 2: Install BSIS Card if using SMDI Integration on Strata CIX

Note

A BSIS card must be installed in the Strata CIX if using SMDI Integration.

Install and program serial card BSIS in the Strata CIX. The serial cable will be used to connect the BSIS card to the Pinnacle Tis16S3.

Step 3: Program Telephone System

The telephone system programming should be completed in two stages. In the first stage, the extensions for the Perfect Voice Tis16S3 are programmed. The second stage of changes is not performed until the Perfect Voice Tis16S3 has been fully programmed and all training is complete. This stage, often referred to as the cutover, is where you actually route and forward calls to the Perfect Voice Tis16S3.

Programming Toshiba Strata CIX Telephone Systems

 Part I – Station Programming (Programs 200, 209, 218) 

Part II (a) – System Programming for IBS (Programs 579, 580)



Part II (b) – System Programming for SMDI (Programs 579, 580, 804, 803)

Part I – Station Programming (Programs 200, 209, 218)

Program 200: Station Data Assignment

02 Station Type SLT DKT 03 Circuit Type Voice mail Extension 15 Display DN 19 VMID Code 22 MW to VM Port

23 Mailbox Selection

Setting for Voice Mail Ports1

Enter Pilot DN for the VM Hunt Group Leave this field Blank; do not enter anything! Set to match station Prime DN Leave this field Blank; do not enter anything! Enter Pilot DN for the VM Hunt Group

Select between Auto Input and Manual Input for Voice Mail Call record.

Set to match station Prime DN

Setting for Station Ports

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Program 209: Hunt Groups

Create a hunt group that includes all voice mail ports (see Note 6 on Program 579:02 for IBS Programming)

01 Hunt Method

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Installation

02 Pilot Number 04 Number to Display 07 DHG Auto Camp-on

Enter the Pilot DN for the Voice Mail Hunt Group Enter the Pilot DN for the Voice Mail Hunt Group Enable

Program 218: Station Hunt Assignments

Add all Voice Mail Stations created in Program 200 to the Hunt Group created in Program 209

1. If the VM uses a Dedicated Notify Port (e.g. Port number 8 on a Four Port CDK does the notification), then you must include that port in this program.

2. Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16 should all use the same Pilot Number.

Part II (a) – System Programming for In-band Signaling (Programs 579, 580)

Program 579: System Voice Mail Data

Perfect Communicator Tis16S3

01 DID/DNIS VMID Option

02 Cancellation Method for MW

07 Auto Cancel of VM and MW

10 Central VM Callback 11 CF – All Call Record 12 CF – Busy Record 13 CF – No Answer Record 14 Direct Call to VM 15 Retrieve Messages 16 Transfer Direct to VM DN

DN VMID

Access Code Cancel

Enable Leave Blank!

Enter 8 Enter 8 Enter 8 Enter Enter Enter Pilot DN

(See note 3)

(See note 4)

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Program 580: Voice Mail Port Data

01 Control Method 02 Send A/D Tone 03 Send B Tone 04 End-to-End

07 VM to VM Call Blocking

Select In-band Enable B Tone and Extension Number Enable

Blocking

to set this to Non Blocking.)

(If you experience problems with integration on Busy and DND calls, you may need

1. Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16 should all use the

same Pilot Number.

2. The number the Voice Mail looks for can be changed in IBS Settings in the Admin program.

3. The number the Voice Mail looks for can be changed in Screens (System » Integration)

4. The number the Voice Mail looks for can be changed in Screens (Receptionist » Instance Setup » System Access Code)

5. Integration can be whatever you want; the “standard” is to use 7E in parameter #185, and 8E in parameters #186 and

#188.

6. If using a Dedicated Notify Port that is not part of the VM Hunt Group (program 209 and 218) then set to Auto and Access Code Cancel. If you do not want to have the MWI automatically extinguished on access and you are having

problems with the MWI, then include the Dedicated Notify Port in the VM Hunt Group and set call blocking on for that station port.

Part II (b) – System Programming for SMDI (Programs 579, 580, 804, 803)

Note

The slot occupied by PV Tis16 Series3 should be programmed as a BSLU/BSLS card.

Program 579: System Voice Mail Data

01 DID/DNIS VMID Option 02 Cancellation Method for VM MW 03 Message Desk Number 04 Output of CLASS/ANI and DNIS 05 Calling Number Digits Sent to VM 07 Auto Cancel of VM and MW 09 LCD Control of Voice Mail

10 Central VM Callback

16 Transfer Direct to VM DN

17 Length of VM ID

DN VMID Auto and Access Code Cancel Enable Enable Enable Enable Enable

Enter Pilot DN

(Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04,

579:10, and 579:16 should all use the same Pilot Number.)

Enter Pilot DN

Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04,

(

579:10, and 579:16 should all use the same Pilot Number.)

(Must be enabled to allow CTX Call Record feature)

Program 580: Voice Mail Port Data

01 Control Method 02 Send A/D Tone 04 End-to-End

07 VM to VM Call Blocking

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Select SMDI Enable Enable

Blocking

(If you experience problems with integration on Busy and DND calls, you may need to set this to Non Blocking.)

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Program 804: Voice Mail Port Data

00 BSIS Port Number

Installation

Select port you want to use for SMDI (1~4), use this in Program 803:02

01 Port Speed 02 Port Parity 03 Data Bits 04 Flow Control 05 Wait Timer

Program 803: SMDI Port Assignments

00 Logical Device Number 01 Device Connection 02 Device Port Number

1200 Even 7 Bits None 1

Select 300 SMDI #0 RS232 Select the Port configured in Program 804:00

Step 4: Shut Down Telephone System

Turn off the main power switch to the Strata CIX telephone system.

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Step 5: Install Perfect Voice Tis16S3

1. Locate available slot for Tis16S3.

If there is not an available slot for Tis16S3, stop here. If a T1, DID or TIE line card needs to be relocated to make room for Tis16S3, do so now. Make sure the necessary programming changes are made to account for this move.

2. Install Perfect Voice Tis16S3 according to the following steps.

NOTE

Allow Tis16S3 to sit at room temperature for at least 3 hours before applying any power. Shipping can expose Tis16S3 to tem perature extremes. Let Tis16S3 adjust to room temperature to avoid any possible damage from condensation, etc. Ensure that the battery is secure before installation.

CAUTION – Battery Replacement

 Remove Tis16S3 from its protective package. Remember to handle the Tis16S3 card with care.

Wear an anti-static wrist strap and hold the card by its edges.

 Insert the Tis16S3 PCB into the appropriate slot and apply firm, even pressure to ensure proper

connection. CAUTION: Do not insert the board too slowly and make sure the board is pushed all the way in or the key system may behave in an unexpected manner. In most cases, however, this behavior will correct itself within a couple of minutes.

 After installing, gently pull the card outward. You should feel a slight resistance. If you don't feel

the resistance, apply pressure again.

Step 6: Restart CIX and Verify Perfect Voice Tis16S3 Is Functioning Properly

Each Tis16S3 has been preprogrammed at the factory for out-of-box operation on the telephone system. This includes the integration and configuration parameters, and company greeting and instructions.

 Turn on the main power switch to the CIX system. Let it proceed without any action from you. The

Power LED should turn green when the system is operational.

 Dial the extension number for each port. Tis16S3 should (for each port) answer and play the default

company greeting (“Thank you for calling…”).

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Step 7: Configuring the System

The following steps may be performed over the telephone. For more information on configuring the system with the SCREENS interface, refer to the Perfect Voice Professional Installation & Maintenance Manual.

To configure Perfect Voice Tis16S3, you must complete the following steps:

A. Set the System Date and System Time, page B. Select the Telephone System, page C. Select the Dialplan, page D. Record the system greetings and whattodos, page E. Set Business Hours, page F. Set Single Digit Options, page Perform Training, page

The following steps are optional (depending on system features and preferences)

G. Changing the Default Operator, page H. Configure Auto-Transfer to Fax Extension, page I. Configure Auto-Transfer to TDD Equipment, page J. Configuring the System for SMDI, page K. Pager Notification, page

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Installation

A. Set the System Date & System Time

The system date and time must be set for the system to operate properly. If the system date and time is not set or the system has been reset, the following message plays: “The current system date is invalid.”

Perform the following steps to set the system date and time.

Press Intercom and call the Perfect Voice

Tis16S3 system.

Enter System Access Code: 7

Thank you for calling. If you have a touch-tone phone . . .

Enter User ID: 900

Enter the Password for User 900.*

Press 1 to review the current date and time.

System Administrator Menu:

For the Current Date and Time, press 1. To Change the System Time, press 2 ….

If satisfied

with the Date

and Time, press 0 to

return to the

Whattodo.

Press 2 to

change the

current Time.

Press 3 to

change the

current Date.

*For security reasons, it is important that you change the password. You may change the password in User Setup.

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Enter the new

Time.

24-hour format

When satisfied with the Time and Date, press 0 to

return to the Whattodo.

Enter the new

Date.

YYMMDD

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B. Selecting the Telephone System Type

NOTE

The Perfect Voice Tis16S3 is designed to work only with Toshiba Strata CIX software version 4.1 or higher telephone systems.

Selecting the Telephone System Type Using the Telephone

The first time you turn on the system, you will need to set the correct telephone system type for this installation. Refer to Table A for the list of telephone system types and appropriate options that may be selected.

Table A

Installation

Option

Number

Confirmation

Code

Telephone System Description Message

2 9024 Toshiba CIX 100, 670

(Release 4.1)

3 9424 Toshiba CIX 100, 670

(Release 4.1)

Press Intercom and call the Tis16S3 system.

(NOTE: If the telephone system has been programmed, you may need

to press ** to cancel auto-login before dialing 913.)

Dial 913

Enter the appropriate telephone system Option Number from Table A.

Enter the appropriate Confirmation Code from Table A. Press # when

finished.

“Please wait.” (Then you hear several tones)

Hang up and wait for the system to reboot.*

Light On

Code

#63 +

extension

SMDI

(Rel. 3.X or

greater)

Message

Integration

Light Off

Code

#64 +

DTMF

extension

SMDI

(Rel. 3.X or

greater)

Thank you for calling. If you have a touch-tone phone . . .

*WARNING: Perfect Voice Tis16S3 reboots immediately after the telephone system is selected. Allow several minutes for before moving on to dialplan configuration.

SMDI

(Rel. 3.X or

greater)

the system to boot

type

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C. Selecting a Pre-configured Dialplan

It is important to pay close attention when selecting a dialplan. Be absolutely certain of the dialplan you want before you begin this step. It is strongly recommended to use the 2 digit or 3 digit pre-configured dialplans on all Toshiba telephone systems as they have been tailored for these systems. Table B illustrates the dialplans available. You may select a pre-configured dialplan via the telephone, Admin Graphical Manager, or SCREENS interface. If you wish to create a custom dialplan or add to the current dialplan, refer to “Appendix B: Create a Custom Dial Plan”.

NOTE: Once you have selected a pre-configured dialplan, it is not possible to select a different preconfigured dialplan without accessing the User Directory in the SCREENS interface and pressing F7 to delete the range of Users that have already been created. All local configuration information, personal greetings, names, and messages will be lost. Single Digit Users may be configured as audiotext or additional Audiotext Users may be added using Appendix C.

Table B

Option

Number

1 1001 2 – digi 2 2002 3 – digi 3 3003 3 – digi 4 4004 3 – digi 6 6006 2 – digit with SMDI 10 – 59 600 – 649 7 7007 3 – digit with SMDI 100 –199 600 – 649 8 8008 3 – digit with SMDI 200 - 299 600 – 649 9 9009 3 – digit with SMDI 300 - 399 600 – 649

Confirmation

Code

(NOTE: If the telephone system has been programmed,

press ** to cancel auto-login before dialing 912.)

Enter the pre-configured dialplan Option Number from

Enter the appropriate confirmation code from Table B.

Dialplan Description Normal Users Outside Users

10-59 600 – 649 100-199 600 – 649 200-299 600 – 649 300-399 600 – 649

Press Intercom and call Tis16S3.

Dial 912

Table B.

Press # when finished.

“Please wait.” (Then you hear several tones)

NOTE:

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Changes will not become active until the next call into the system. Please hang up and call back

into the system to verify changes.

You are placed at the main greeting. Hang up.

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D. Record System Greetings and Whattodos

Customized greeting and whattodo for open and closed mode operation should be recorded during the installation process.*

The first prompt a caller hears when reaching the Perfect Voice Tis16S3 is the greeting. The open greeting is recorded in the personal greeting number 1 of User 980. The closed greeting is recorded in the personal greeting number 3 of User 980. This prompt is heard only once during a call. The greeting should welcome the caller and, like a human operator, confirm that the caller has reached the correct number.

“Thank you for calling ABC Company.” The greeting should also contain any additional information the caller should hear only once. “Thank you for calling ABC Company. Our office is currently closed.” Immediately following the greeting, Perfect Voice Tis16S3 plays the whattodo. The open whattodo is

recorded in the personal greeting number 2 for User 980. The closed whattodo is recorded in the personal greeting number 4 of User 980. The whattodo informs the caller “what-to-do”, or gives the caller options.

“If you know the extension number of the person you wish to reach, please enter it

now. For directory assistance, press 9 or hold for assistance.”

If single digit options are used, they should be included as part of the whattodo. There are several states during the duration of a call in which the caller is brought back to the whattodo.

• After leaving a message

• After entering an invalid selection or extension number

• After pressing 0 to exit from User mode

• After listening to an audiotext message

When writing the script for the whattodo, three things should be kept in mind:

1. The whattodo is played immediately after the greeting, so the transition between the greeting and

whattodo should flow smoothly.

2. Callers may eventually come back to the whattodo, so the whattodo must make sense without being

prefaced by the greeting.

3. It is tempting to offer the caller as many options as possible. However, most callers only want one

thing. That is to talk to someone. Give the caller no more than three or four options in the whattodo.

Refer to the System Greeting Scripts worksheet to record the greeting and whattodo for both open and closed modes. All recordings should be made from a quiet environment.

*If you are familiar with how Perfect Voice Tis16S3 greetings work, you may skip to “Recording System Greetings” on page

19.

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System Greeting Scripts

Description Written Script

Open greeting (980Greeting 1)

Open whattodo

(980Greeting 2)

Closed greeting

(980Greeting 3)

Closed whattodo

(980Greeting 4)

Pre-Defined Users For Greetings and Whattodos

All greetings and whattodos (daytime, nighttime, and emergency/temporary) are recorded from one User ID – User ID 980. The greetings and whattodos are recorded as individual greetings (UV1-UV4 and UV7UV8) for this User.

 Greeting 1 (UV1): Daytime Greeting  Greeting 2 (UV2): Daytime Whattodo  Greeting 3 (UV3): Nighttime Greeting  Greeting 4 (UV4): Nighttime Whattodo  Greeting 5 (UV5): Holiday Greeting  Greeting 6 (UV6): Holiday Whattodo  Greeting 7 (UV7): Emergency Greeting  Greeting 8 (UV8): Emergency Whattodo

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Recording System Greetings

The process of recording of the greeting and whattodo for open, closed, or holiday mode is the same as recording a personal greeting in a mailbox, only the User ID and password are different. All greeting and whattodo messages (daytime, nighttime, and emergency) for the main company may be recorded in User ID

980. Follow this procedure to record the greetings.

Press Intercom and call Tis16S3.

Enter System Access Code: 7

Enter the password for User ID 980.

Enter User ID: 980

Scroll (by pressing 4 to the greeting number you wish to

record and press

Greeting 1: Daytime Greeting Greeting 2: Daytime Whattodo Greeting 3: Nighttime Greeting Greeting 4: Nighttime Whattodo Greeting 5: Holiday Greeting Greeting 6: Holiday Whattodo **Greeting 7: Emergency Greeting **Greeting 8: Emergency Whattodo

5 to record.

Thank you for calling. If you have a touch-tone phone . . . NOTE: If the telephone system has been programmed, you need to press ** to cancel autologin before

Call Management Menu

To play current personal greeting, press 1 …

dialing 7.

may

Record desired personal greeting (1, 2, 3, 4, 7, or 8).

Press 1 to review the recording.

If you are not satisfied with

the recording, press 5 to

record it again.

If you are satisfied with the

recording, press 0 to

return to the whattodo.

NOTE: To activate a new open greeting and whattodo or holiday greeting, see “Manually selecting Open and Closed mode”.

**Greetings 7 and 8 will immediately override the current greeting until the next change from day or night. This change may be done manually or scheduled.

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Manually Select the Open or Closed Mode

Once the greeting and whattodo for open and closed mode have been recorded, the new recordings may be activated immediately using the following procedure for manually selecting open or closed mode. Otherwise, the new recordings will play at their regularly scheduled time.

Press Intercom and call the Perfect

Voice Tis16S3 system.

Enter 910

Thank you for calling. If you have a touch-tone phone . . . NOTE: If the telephone system has been programmed, you to press ** to cancel auto-login before dialin

910.

may need

Press 1 for Open or Closed mode.

To place in open mode, press 1,

To place in closed mode, press 2,

To place in holiday mode, press 3,

To place in workday mode, press 4.

If not correct, press 2.

To place the system in open mode, press 1. To place the system in closed mode, press 2. . .

You have selected … If this is correct, press 1. If this is not correct

If correct, press 1. To cancel, press *.

Please wait while your changes are processed.

ress 2.

Beeps….. No Changes

Beeps….. Changes are

complete.

NOTE: Changes will not become active until the next call into the system. Please hang up and call back

into the system to verify changes.

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E. Setting the Business Hours

Perfect Voice Tis16S3 automatically schedules events to run on specific days of the week at specific times. You may activate an event which places the system in open mode during normal hours of operation (plays the open greeting and whattodo) and another event which places the system in closed mode for after hours operation (plays the closed greeting and whattodo). Refer to the worksheet below while activating open and closed modes.

NOTE: If you plan to use the same greeting/whattodo 24 hours a day, no adjustments should be made to the scheduler.

Day Open time for open greeting to

play

1 Monday 2 Tuesday 3 Wednesday 4 Thursday 5 Friday 6 Saturday 7 Sunday 8 Weekdays -

Mon-Fri

Closed time for closed greeting to play

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To set the business hours:

Press Intercom and call the Perfect

Voice Tis16S3 system.

Enter 910

Thank you for calling. If you have a touch-tone phone . . . NOTE: If the telephone system has been programmed, you to press ** to cancel auto-login before dialin

910.

may need

Press 2 for Schedule.

Enter the appropriate day number, using

1 for Monday, 2 for Tuesday, etc. or

8 for Weekdays

To change the open time, press 1,

To change the close time, press 2

Enter the hour from 0 to 23.

Enter the minute from 0 to 59.

Enter the weekday number you wish to modify…

Please enter the hour to open/close.

Please enter the minute to open/close.

The event change you have requested is … If this is correct, press 1. If this is not correct, press 2. To cancel, press the star key.

To make additional

changes to this

event, press 2

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To accept the event change, press 1.

To make these

changes effective,

press 1

You will hear beeps

then “Done”.

To make these changes effective, press 1. To add more changes, press 2. To cancel all changes

ress the star key.

To cancel all

changes, press *

You are placed at

the whattodo.

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F. Setting Up Single Digit Users

Single Digit User IDs 1 through 6 may be set up to transfer callers to another extension (Transfer-Only) or play an audiotext message to callers (Audiotext). A Single Digit User ID may be set up to both transfer to an extension and play audiotext. However, only one of these functions will be active at a time, depending on the call blocking status of the User ID (See “Single Digit Departmental Login”).

Setting Up Transfer-Only Single Digit Users

Follow these steps to set up Transfer-Only Single Digit Users.

*For security reasons, it is important to change the password. You may change the password in User Setup. **HINT: To remove the extension number, repeat the above steps. When prompted to enter the extension

number, simply press pound without entering an extension.

NOTE: When you enter an extension number for a Transfer-Only Single Digit User, you automatically deactivate Call Blocking.

Press intercom and call the Perfect Voice

Tis16S3 system.

Enter System Access Code: 7

Enter Single Digit User ID (1-6).

Enter Password for Single Digit User ID.*

Press 5 for User Setup.

Press 8 to Change Extension Number.

Enter the Extension Number.** Press #

When Finished.

Press 0 to return to the whattodo.

Thank you for calling. If you have a touch-tone phone . . . NOTE: If the telephone system has been programmed, you to press ** to cancel auto-login before dialin

may need

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Setting Up Single Digit Audiotext Users

Follow these steps to set up Single Digit Audiotext Users.

NOTE: If you have entered an extension number in User Setup for a Single Digit Audiotext User, the call blocking feature is activated. You may now toggle this Single Digit User between Audiotext and Transfer Only. If you have no plans of transferring with this User ID and you do not want to hear the call blocking option, remove the extension. (See “Setting Up Transfer Only Single Digit Users”.)

*For security reasons, it is important to change the password. You may change the password in User Setup.

Press intercom and call the Perfect Voice

Tis16S3 system.

Enter System Access Code: 7

Enter Single Digit User ID (1-6).

Enter Password for Single Digit User ID.*

Press 2 for Call Management.

Press 5 to Record Audiotext Message.

Record Audiotext Message.

Press # When Finished.

Press 1 to Listen to the Audiotext

Press 0 to return to the whattodo.

Message.

Thank you for calling. If you have a touch-tone phone . . . NOTE: If the telephone system has been programmed, you to press ** to cancel auto-login before dialin

may need

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Single Digit Departmental Login

You may log a department “In” or “Out” with Single Digit Users. To implement, you should enter an extension for the Single Digit User (See “Setting up Transfer Only Single Digit Users) and record an audiotext message for the same Single Digit User (See “Setting Up Single Digit Audiotext Users”). With single digit departmental login, anyone in the department may log the department in or out. When the department is logged out, a custom recording (audiotext message) plays informing callers when they will be back or what options they have available to them. Logging in or out is controlled by toggling the call blocking setting of the Single Digit User.

For example, you may set up Single Digit User 2 to transfer to the Customer Service department at extension 205. In addition, you record an audiotext message for Single Digit User 2 that informs callers of Customer Service hours or other available options. When the Customer Service department is logged in (call blocking disabled for Single Digit User 2), the call is transferred to extension 205. When the Customer Service department is logged out (call blocking enabled for Single Digit User 2), callers hear the audiotext message.

Call Blocking

Setting

Department

Status

Single Digit User Action

Off Logged In “Transfer Only” – Call transfers to the extension.

Enabled Logged Out “Audiotext” – Audiotext message plays until the

department is logged back in.

To Log the Department In or Out:

Press intercom and call the Perfect Voice

Tis16S3 system.

Enter System Access Code: 7

Enter Single Digit User ID (1-6).

Enter Password for Single Digit User ID.*

Press 2 for Call Management.

(You are toggling the Call Blocking Status—Disable to Log

in or Enable to Log Out. Although this option may not be

spoken, pressing 2 will toggle call blocking.)

Press 2 to Log in or Out.

Press 0 to return to the whattodo.

*For security reasons, it is important to change the password. You may change the password in User Setup.

Thank you for calling. If you have a touch-tone phone . . . NOTE: If the telephone system has been programmed, you to press ** to cancel auto-login before dialin

may need

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G. Changing the Default Operator

The default Operator for Perfect Voice Tis16S3 is User ID 0. Whether a caller dials 0 or does not dial anything from the main greeting he or she is directed to the extension programmed for User ID 0. Perfect Voice Tis16S3 is pre-programmed with the extension 0 for User ID 0.

To change this, perform the following step:

Programming the Default Operator’s Extension

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Enter User ID: 0

Enter Password for User ID 0.

Press 9 to Back out of Message Management.

Press 5 for User Setup.

NOTE: If the telephone system has been programmed, you need to press ** to cancel auto-login before dialing 7.

may

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Press 8 to change the Extension Number.

Enter Extension. When finished, press #.

Press 0 to return to the whattodo.

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H. Configure Auto-Transfer to Fax Extension

Perform the following steps to configure Perfect Voice Tis16S3 to automatically transfer to a fax extension when fax tone is detected.

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Dial 990

Enter Password for User ID 990.

Press 5 for User Setup.

Press 8 to Change the Extension Number.

Enter Fax Extension. When finished, press #.

NOTE: If the telephone system has been programmed, you need to press ** to cancel auto-login before dialing 7.

may

Press 0 to return to the whattodo.

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I. Configure Auto-Transfer to TDD Equipment

Perform the following steps to configure Perfect Voice Tis16S3 to automatically transfer to TDD equipment when TDD tones are detected.

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Dial 991

Enter Password for User ID 991.

Press 5 for User Setup.

Press 8 to Change the Extension Number.

Enter TDD Extension. When finished, press #.

Press 0 to return to the whattodo.

NOTE: If the telephone system has been programmed, you need to press ** to cancel auto-login before dialing 7.

may

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J. Configuring the System for SMDI

To enable SMDI integration you must first follow the steps in “Selecting the Telephone System Type” and select option 3. An important factor when installing any SMDI system is the definition of the relationship between the channel numbers (voice mail ports) and the Logical Terminal Numbers (LTN) (physical extensions) they are connected to.

Channel # LTN Channel # LTN Channel # LTN Channel # LTN

You must start SMDI on COM1. Call the system, dial 978 then dial 978 again. Hang up after you hear the beeps and whattodo. This disables Klinic and starts SMDI on COM 1. It is very important that you

HANGUP when you hear the beeps or the process will not be complete. Refer to Appendix A for more information. NOTE: Perfect Voice Tis16S3 reboots after this step.

Press Intercom and call Perfect Voice Tis16S3.

Dial 919

Enter Confirmation Code, followed by #: 5867#

Enter channel number.

Enter LTN Number (Extension) assigned to the channel.

You have selected [Channel number] Beep [LTN Number]

If this is correct, press 1. If this is not

correct, press 2. To cancel, press star.

Press 2 if not

correct.

Please wait. Beep Beep Beep Beep

Press 1 if

correct.

Press * to

cancel.

To cancel, press star; Enter channel number

Enter LTN Number

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K. Pager Notification

Pager notification may be activated for any User or Outside User ID on the Perfect Voice Tis16S3 system. If pager notification is active, the User’s pager is activated for every new message every day, twenty-four hours a day. The User may activate and deactivate pager notification from within their User mailbox. When the User receives a new message, 9’s will appear on the pager display. This is the notification that there are messages in his or her Perfect Voice Tis16S3 mailbox.

To activate/deactivate Pager Notification:

Press 9 to back out of the Message

Management Menu and go to the Main

Menu.

Press 4 for Notify Management.

Notification

Status

Enable Pager

Notification

Block all

Notification

Change

Notification

Number

Return to

Main Menu

Log Out

*NOTE: The pager number must be local. It is not necessary to place a 9 (Trunk Access Code) in the notification dialstring.

Enter 7/10 digit

local pager

number. *

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Notification Cycle

Moments after a message is left, the pager is called. If the User does not call in to pick up the new message, the pager will be called approximately 10 minutes from the initial attempt. The delay between attempts increases the longer the message goes un-retrieved. The delay continues, adding 10 minutes to each attempt, not to exceed 1 hour between attempts. The table below contains an example of the paging cycle for an un-retrieved message left at 9:00 AM.

Attempt Accumulated Delay Example

First No delay 9:00 AM Second 10 Minutes 9:10 AM Third 20 Minutes 9:30 AM Fourth 30 Minutes 10:00 AM Fifth 40 Minutes 10:40 AM Sixth 50 Minutes 11:30 AM Seventh 60 Minutes 12:30 PM Eighth 60 Minutes 1:30 PM Ninth 60 Minutes 2:30 PM Tenth 60 Minutes 3:30 PM

Note: All notification attempt schedules reset upon receipt of each new message. For this reason if you receive a new message every 5 minutes, your pager will go off every 5 minutes for each new message.

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L. Directory Assistance

When callers don’t know their party’s extension, they may use Directory Assistance to connect to the correct person. The caller uses the telephone keys to “spell out” a user’s name. Tis16 Series2 may be configured to allow callers to either spell out the last name only (default setting), first name only, or the first or last name to reach the User.

Search Directory Assistance by First or Last Name

To change the default setting (which allows callers to search by last name only):

 Log in to SCREENS  Select RECEPTIONIST  Select INSTANCE SETUP  Select the Instance for which you would like to change Directory Assistance to use first or last

name.

 Go to Screen 3 and press F4  Edit the DirectAssist Prompt field. This field may be set to 0, 1, or 3.

o 0: When DirectAssist Prompt is set to 0, callers may search by last name only. 0 is the

default setting.

o 1: When DirectAssist Prompt is set to1, callers may search by first name only. o 3: When DirectAssist Prompt is set to 3, callers may search by first or last name.

 Press F10 to save changes.  You must completely exit SCREENS for this setting to become active.

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Set up Users for Directory Assistance

The first time Users log into the system, they are placed into Quick Setup, which must be completed before they can receive messages. One of the steps in Quick Setup prompts the User to spell his or her name for Directory Assistance, just as a caller would. When the Instance is configured for searching on first or last name, Users are prompted to “enter (up to) the first six letters of your first name, followed by a zero, then enter (up to) the first six letters of your last name…”

The Directory Assistance listing may also be configured from SCREENS.

 Log in to SCREENS  Select RECEPTIONIST  Select USER DIRECTORY  Go to Screen 1, press F4  Edit the DirectoryName field: Enter first0last (User’s first name, zero, User’s last name) in this

field to search by first or last name. The letters you enter in this field will automatically be converted to the corresponding numbers in the Directory Num field. (The Directory Num field cannot be modified directly.)

 Press F10 to save changes.

Directory Num

This field indicates the numeric sequence associated with the assistance listing specified by the User during Quick Setup or User Setup. This field cannot be modified directly from SCREENS, but can be modified indirectly by entering information into the field. Likewise, this field can be specified directly from Quick Setup or User Setup. The letters are translated into numeric digits as follows.

Directory Name field spelling or the directory

Directory Name

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Additional fields related to Directory Assistance

Instance – Screen 3 DirectAssistifNo NAM?: This field specifies whether or not to list this User ID in Directory Assistance if

no name is recorded.

Instance – Screen 2 Directory Assist: This field specifies the selection made by callers and Users to access directory assistance.

This code can be entered from any point in the system where the system requests a User ID. The default value is 9.

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Training

Console Operator Training

The console operator plays a crucial role in many telecommunications environments. The console operator should be comfortable with performing the following tasks.

 Transfer a caller to Perfect Voice Tis16S3 (main greeting).  Transfer a caller to a User’s message box using 997.  Transfer a caller to a User’s personal greeting using 8.  Explain the basic operation of the system to a caller (i.e. “...enter the person’s extension...”)

System Administrator Training

The System Administrator should understand at least the basics of how Perfect Voice Tis16S3 operates. Familiarize the System Administrator with all features available to Users. Have the System Administrator carefully review the System Administration section of this guide and answer any questions the System Administrator may have.

The System Administrator is often your primary on-site contact. It is very important to get this person comfortable with not only the administration of the system, but its usage as well. Users look to the System Administrator as the person who knows the system’s features and capabilities. If the System Administrator is not comfortable with the system, your organization will end up fielding many more questions from the site than necessary. This ultimately can lead to a dependence of site personnel on your organization to perform basic System Administrator tasks.

The System Administrator should be comfortable with performing the following tasks.

 Reset a User who is no longer on the system  Reset the password for a User  Record personal greeting for audiotext announcement  Record system greeting  Record system whattodo  Place the system in open/closed mode  Set Schedule

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User Training

The User is the most important person on every site. An untrained User community results in dissatisfaction and frustration with the system. This, in turn, can lead to serious political problems with getting the system accepted. Since acceptance of the system, especially in the early stages of an installation is critical to its success, proper training of the User community can be just as, if not more important than, the technical aspects of the installation.

The system should be fully functional, but not yet on-line during the training period. Ideally, Users are allowed to work with the system’s capabilities (sending messages, recording personal greetings, etc.) for a few days after training and before the final cutover.

Although most Users complete Quick Setup, which guides them through the process of setting up their message box, all Users should be able to perform the following tasks manually:

 Select a personal greeting.  Record a personal greeting.  Listen to messages.  Delete messages.  Forward a message to another User.  Send a message to another User.  Setup pager notification.

Final Cutover

After Perfect Voice Tis16S3 and the telephone system are fully configured and all parties are familiar with the system, the final cutover can be performed. During this step, CO line calls may be routed to Perfect Voice Tis16S3 and User stations may be call-forwarded in a busy/ring-no-answer state to Perfect Voice Tis16S3.

Users' telephones should be forwarded to the Perfect Voice Tis16S3 system for internal coverage on busy/ring-no-answer. Any internal User who calls an extension that is busy/ring-no-answer will be forwarded to that User’s message box.

You should stay in close contact with the site during this crucial period so that anything that was overlooked during the installation can be quickly taken care of. The console operator is an especially good source of information about how the system is functioning and how well the caller community is accepting it.

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Troubleshooting

Symptom: The auto-attendant will not answer

 Determine if there is a bad port:

From an internal station, call each port individually and note which one(s) are not answering.

¾ If no ports answer:

a) Verify the system has power and has booted b) Verify the ports have a pulse. Each port should blink every five seconds when idle.

¾ If some ports do not answer, plug in a single line telephone (POTS) to the line(s) that do not

answer and call them:

a) If the single line phone rings and is able to take the call, you have a bad port on

Perfect Voice Tis16S3.

b) If the single line phone does not ring, you have a bad port on the switch.

¾ If all ports answer:

a) The hunt group is not working properly. b) Users stations are not forwarded properly. c) The trunks are not ringing into the Perfect Voice Tis16S3 hunt group properly.

¾ If the last 2 ports do not answer:

a) Verify the system is a 4 port system.

Installation

Symptom: Pager notification is not functioning

 Verify the paging service is working:

The first and easiest thing to check is that the paging service is working properly. Simply dial the pager number and enter in several 9s because that is what the system is attempting to do.

 Verify programming in the User ID having trouble:

When testing the User ID experiencing trouble, you always want to start with an empty mailbox. Delete all messages in the mailbox. Call back and leave the User a message.

¾ If the User ID does not give you the option to leave a message:

a) The User must go through quick setup, or b) The mailbox is full, or c) The system if full and unable to take anymore messages.

¾ If you are able to leave a message, log in to the User ID and verify the notify status:

a) Is Notification enabled for the User? b) Is the notification number correct? c) Make sure the notification number does not contain the 9 for outside line access.

 Determine trunk access is working:

From Line 2 the system always dials 9 to gain trunk access. You must verify this is working properly. Using a single line telephone on Line 2, go off hook and dial 9:

¾ If no outside dialtone is detected:

a) The trunk access code programmed in the telephone system is something other than

b) The extension Line 2 is plugged into has not been given trunk access privileges. c) There is a problem with one or more of the trunks in the trunk group.

¾ If dialtone is detected:

a) Verify User setting (above). b) Line 2 may be busy processing calls and has not been given enough time to seize

the line and dial the pager.

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Symptom: Calls forwarded to voicemail go the main greeting rather than personal greeting

¾ If the caller hears the main greeting:

a) Verify the User ID exists by trying to log in to it. b) Verify the integration is being sent by listening on the line with a digit grabber or

test set to determine the telephone system is sending the integration string (DTMF integration).

¾ If caller hears several rings followed by the main greeting on an SMDI configuration, SMDI

link is not working:

a) Check Cabling. b) Verify telephone system programming. c) Re-select telephone system type (see “Select the Telephone System Type”).

Symptom: The auto-attendant will not successfully transfer calls.

 Determine if the telephone system is capable of transferring calls:

Attempt the transfer with a single line phone on the same line the auto-attendant is using. Verify which port on the auto attendant is not transferring calls.

¾ If the transfer works, there is a bad port on the system. ¾ If the transfer does not work:

a) The port on the telephone system may not be configured to allow transfers. b) The port on the telephone system may be bad.

Some telephone systems do not support station to station transfers. In this case, only outside callers can take advantage of the auto-attendant.

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System Administration

Before You Begin

As the System Administrator, you play a key role in the every day operation of Perfect Voice Tis16S3. It is important that you understand at least the basics of how Perfect Voice Tis16S3 operates. You should be familiar with all features available to Users. Completely understand the User Guide before covering the material in this manual.

Basic System Maintenance

As mentioned above, the System Administrator performs a key role in the operation of Perfect Voice Tis16S3. Following are some examples of your basic duties as a System Administrator.

 Record the main system greeting and whattodo.  Record any audiotext announcement.  Train Users.

These procedures along with many others that you may need to perform are documented in step-by-step detail later in this manual.

Questions and Answers

As the System Administrator, you are responsible for answering questions from Users. You should have a relatively good working knowledge of how the system operates. You will also help new or inexperienced Users become accustomed to using the system. Even if you don’t immediately have an answer to someone’s question, you can easily get the answer from the Perfect Voice Tis16S3 documentation, your vendor’s technical personnel and your own experience with the system.

User Training

Although Quick Setup takes most Users through the process of setting up their mailbox, all Users should be able to perform at least the following tasks in order to benefit from the system. As the System Administrator, you also need to be able to perform these tasks in order to best train your new personnel.

 Select a personal greeting.  Record a personal greeting.  Listen to messages.  Delete messages.  Forward a message to another User.  Send a message to another User.

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System Administration

Problem Reporting

In the event that a User or caller reports a problem with the system, you and/or the vendor’s technical personnel work to determine the cause of, and solution to the problem. The cause of a problem may be one or more of the following.

 User error  Insufficient training  Incorrect system configuration  Faulty hardware  Faulty software

The System Administrator plays a central role in separating those issues that can be addressed within the organization (i.e. training, User error, etc.) and those issues that can be addressed by the vendor’s technical personnel. Some problems, especially those experienced just after the system is installed, can only be resolved through cooperation between both parties, the vendor and your company.

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System Administrator Menu

User ID 900 is the only User with administrative privileges. Below are the available options from the System Administrator menu:

1 Play the Current Date and Time

This option plays the current date and time of the system.

2 Change System Time

This option allows the System Administrator to change the time on the system.

3 Change System Date

This option allows the System Administrator to change the system date.

4 Reset a Password

This option allows the System Administrator to change a User’s password to the default password.

5 Activate/Disable Users

This option allows the System Administrator to disable a User from the dialplan or reactivate a disabled User.

6 Reset User ID

This option enables the System Administrator to reset a User ID. The User’s password, name, personal greetings, messages, and mailbox options will be reset.

7 Available Recording Space

This option tells the System Administrator how much recording space is available.

8 Network Administration

This option prompts the System Administrator to record names for AMIS network sites.

9 Return to User Menu

This option returns the System Administrator to the User menu.

0 Log Out

This option logs the System Administrator out and returns him/her to the main system greeting.

* Replay Menu Options

To Access the System Administrator Menu

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Enter User ID: 900

NOTE: If the telephone system has been programmed, you need to press ** to cancel auto-login before dialing 7.

may

*For security reasons, it is important to change the password. You may change the password in User Setup.

Enter the password for User ID 900.*

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System Administration

Users on the Perfect Voice Tis16S3

All Users must complete Quick Setup before they can receive messages. New messages will be purged after 2 weeks if not listened to. Saved messages will be purged 2 weeks after the day they were saved.

NOTE: Due to limited disk space, the maximum number of mailboxes allowed on the Perfect Voice Tis16S3 system is approximately 300.

Normal Users

The Normal Type of User is the most common type of User on the system. A User of this type is associated with each person in your company who has a physical extension number on your telephone system. That extension number directly corresponds to their User ID, or mailbox number, on the Perfect Voice Tis16S3 system.

If your Perfect Voice Tis16S3 system is a primary attendant, a caller hears your main company greeting and whattodo when the system answers. When a caller enters a User’s extension number, Perfect Voice Tis16S3 places the caller on hold and dials the User’s extension number. Perfect Voice Tis16S3 then listens for a ring signal. If the User does not answer the ringing phone, Perfect Voice Tis16S3 returns to the caller and plays the User’s personal greeting. The caller may then leave a message, enter another extension number, or press 0 to reach the operator.

If the caller chooses to leave a message, Perfect Voice Tis16S3 records the message and turns the message light on at the User’s extension. When a User accesses their mailbox, Perfect Voice Tis16S3 turns the message light off on the extension. Below are the default settings for Normal Users. These settings may be changed using the SCREENS interface.

 2 personal greetings, 20 seconds in length  25 messages at 120 seconds in length  User mode starting menu is the Message Management Menu  Pager notification and message waiting light

Outside Users

The Outside Users are individuals in your company who do not have a physical extension number on the telephone system, but need voice messaging service. The Outside User boxes function just like those of the normal User. The only difference is that, since there is no telephone to transfer the caller to, Perfect Voice Tis16S3 immediately plays the personal greeting for this type of mailbox as soon as the caller enters an Outside User ID.

Since Outside Users do not have physical extension numbers on the telephone system, it is their responsibility to check frequently for new messages. Below are the default settings for Outside Users. These settings may be changed using the SCREENS interface.

 1 personal greeting, 20 seconds in length  25 messages at 120 seconds in length  User mode starting menu is the Message Management Menu  Pager notification

Standard Audiotext Users

This type of User is not associated with a person. A caller who selects a User of this type is not transferred to an extension, nor is the caller allowed to leave a message for the User. Only a message plays, after which, the caller is placed back to the whattodo. The audiotext message may be changed at any time by simply rerecording the personal greeting for this User. The information recorded in the message could be your address, your fax number, your business hours or any type of information you would like callers to have. Below are the default settings for Standard Audiotext Users. These settings may be changed using the SCREENS interface.

 1 personal greeting, 60 seconds in length

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 No messages  User mode starting menu is the Call Management Menu

Single Digit Audiotext and Transfer-Only Users

This type of User is not associated with a person. Single Digit User IDs 1 through 6 may be set up to transfer callers to another extension (Transfer-Only) or play an audiotext message to callers (Audiotext). A Single Digit User ID may be set up to both transfer to an extension and play audiotext. However, only one of these functions will be active at a time, depending on the call blocking status of the User ID.

Operator

The default Operator for Perfect Voice Tis16S3 is User ID 0. Whether a caller dials zero or does not dial anything from the main greeting he or she is directed to the extension programmed for User ID 0. By default, the extension for User ID 0 is extension 0. You may select another extension.

Auto-Detect Users

These types of Users are not associated with a person. They allow you to configure Perfect Voice Tis16S3 to automatically transfer to a fax extension or TDD equipment when the appropriate tone is detected.

Public Distribution Lists

Perfect Voice Tis16S3 automatically generates 3 public distribution lists:

1. User ID 950 includes all Normal and Outside Users

2. User ID 951 includes all Normal Users

3. User ID 952 includes all Outside Users

An additional 7 public distribution lists (User IDs 953-959) may be created.

The table below lists the default settings for User mailboxes. You may change these settings in SCREENS.

User Type Number of

Personal

Greetings

Normal 2 20 secs 50 120 secs Message

Outside 1 20 secs 50 120 secs Message

Audiotext 1 60 secs 0 N/A Call Mgt. N/A N/A

Single

Digit

1 60 secs 0 N/A Main

Personal Greeting

Length

Max

Messages

Message

Length

Start

Mgt.

Notification

Type

Light, Pager Default

Pager Only Default

N/A N/A

Message

Expiration

Operator 2 20 secs 25 60 secs Message N/A Default

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System Administration

Activating Pager Notification

To activate/deactivate Pager Notification:

Press 9 to back out of the Message

Management Menu and go to the Main

Menu.

Press 4 for Notify Management.

Notification

Status

Enable Pager

Notification

Block all

Notification

Change

Notification

Number

Return to

Main Menu

Log Out

*NOTE: The pager number must be local. It is not necessary to place a 9 (Trunk Access Code) in the notification dialstring.

Enter 7/10 digit

local pager

number. *

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Notification Cycle

Attempt Accumulated Delay Example

NOTE: All notification attempt schedules reset upon receipt of each new message. For this reason if you receive a new message every 5 minutes, your pager will go off every 5 minutes for each new message.

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System Administration

Recording System Greetings and Whattodos

System Greetings

Customized greeting and whattodo for open and closed mode operation should have been recorded during your installation process. The following information is offered for assistance should you wish to re-record the greeting and whattodo.

“If you know the extension number of the person you wish to reach, please enter it

now. For directory assistance, press 9 or hold for assistance.”

If single digit options are used, they should be included as part of the whattodo. There are several states during the duration of a call in which the caller is brought back to the whattodo.

 After leaving a message  After entering an invalid selection or extension number  After pressing 0 to exit from User mode  After listening to an audiotext message

When writing the script for the whattodo, three things should be kept in mind:

1. The whattodo is played immediately after the greeting, so the transition between the greeting and

whattodo should flow smoothly.

2. Callers may eventually come back to the whattodo, so the whattodo must make sense without being

prefaced by the greeting.

3. It is tempting to offer the caller as many options as possible. However, most callers only want one

thing. That is to talk to someone. Give the caller no more than three or four options in the whattodo.

Refer to the System Greeting Scripts worksheet to record the greeting and whattodo for both open and closed modes. All recordings should be made from a quiet environment.

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System Greeting Scripts

Description Written Script

System Administration

Open greeting (980Greeting 1)

Open whattodo

(980Greeting 2)

Closed greeting

(980Greeting 3)

Closed whattodo

(980Greeting 4)

Pre-Defined Users For Greetings and Whattodos

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Recording System Greetings

The process of recording of the greeting and whattodo for open, closed or holiday mode is the same as recording a personal greeting in a mailbox, only the User ID and password are different. All greeting and whattodo messages (daytime, nighttime, and emergency) for the main company may be recorded in User ID

980. Follow this procedure to record the greetings.

Press Intercom and call Tis16S3.

Enter System Access Code: 7

Thank you for calling. If you have a touch-tone phone . . . NOTE: If the telephone system has been programmed, you need to press ** to cancel auto-

in before dialing 7.

may

Enter User ID: 980

Enter the password for User ID 980.

Call Management Menu

To play current personal greeting, press 1 …

Scroll (by pressing 4) to the greeting number you wish to

record and press 5 to record.

Record desired personal greeting (1, 2, 3, 4, 7, or 8).

Press 1 to review the recording.

If you are not satisfied

with the recording, press

5 to record it again.

If you are satisfied with the recording, press 0 to return

to the whattodo.

NOTE: To activate a new open greeting and whattodo or holiday greeting, see “Manually selecting Open and Closed mode”.

**Greetings 7 and 8 will immediately override the current greeting until the next change from day or night. This change may be done manually or scheduled.

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Holiday and Temporary Greetings and Whattodos

Holiday Greeting and Whattodo

The system allows you to play a different greeting during a holiday. Holiday greetings become active when you place the system in “Holiday” mode. The holiday recordings will play until you place the system in “Workday” mode. (See “Manually Select Open or Closed Mode”.)

Holiday greetings and whattodos are recorded in User ID 980:

 User 980 – Greeting 5: Holiday Greeting  User 980 – Greeting 6: Holiday Whattodo

Temporary Greeting and Whattodo

A Temporary greeting and whattodo is typically used if your company is closed due to inclement weather or a some other reason. These recordings should explain when you will be back in operation and what options the caller has at that time.

Temporary greetings become active as soon as you record them. These new recordings will play until the next scheduled greeting change occurs. For example, if you plan to be closed on a Thursday, record your temporary greeting just after the Thursday “open” greeting has loaded. Perfect Voice Tis16S3 will play the temporary greeting/whattodo during the open hours. Perfect Voice Tis16S3 will automatically switch to the closed greeting after hours and play the regular open greeting on Friday.

Temporary greetings and whattodos are recorded in User ID 980:

 User 980 – Greeting 7: Temporary Greeting  User 980 – Greeting 8: Temporary Whattodo

If the system does not have an open/closed schedule, you may record a temporary greeting and whattodo in User ID 980 – Greetings 3 and 4. Manually toggle the system from open to closed mode as needed. (See “Manually Select Open or Closed Mode”.)

Recording Greetings and Whattodos

Refer to “Recording System Greetings and Whattodos” for clarification of “greeting” and “whattodo” and instructions on how to record them. Keep in mind you may only want to change the greeting or the whattodo, it is not necessary to change both.

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Manually Select the Open or Closed Mode

Once the greeting and whattodo for open, closed, or holiday mode have been recorded, the new recordings may be activated immediately using the following procedure for manually selecting open, closed, holiday, or workday mode. Otherwise, the new recordings will play at their regularly scheduled time.

Press Intercom and call the Perfect

Voice Tis16S3 system.

Enter 910

Press 1 for Open or Closed mode.

To place in open mode, press 1,

To place in closed mode, press 2,

To place in holiday mode, press 3,

To place in workday mode, press 4.

If not correct, press 2.

To place the system in open mode, press 1. To place the system in closed mode, press 2. . .

You have selected … If this is correct, press 1. If this is not correct

If correct, press 1. To cancel, press *.

Please wait while your changes are processed.

ress 2.

Beeps….. No Changes

NOTE:

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Beeps….. Changes are

complete.

Changes will not become active until the next call into the system. Please hang up and call back

into the system to verify changes.

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Single Digit Audiotext Messages

The following are tips to assist in setting up and recording Single Digit Audiotext messages and to re-record any message.

 Each Single Digit audiotext recorded message is to give the caller a bit of information about

your company

 Write the audiotext message script using the following worksheet  Secure someone to record the messages using a quiet environment  Follow the steps for recording the audiotext message

Audiotext Scripts

Instance User ID Description

Script

Instance User ID Description

Script

Recording Audiotext Scripts

To record Single Digit Options or standard audiotext Users, follow the steps above for recording the greeting and whattodo. Substitute the Single Digit User ID or Standard User ID for the User ID in the steps above. Again, by default, the password for these Users is the same as the User ID.

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System Administration

Change the System Date and Time

If necessary, you may adjust the date and time on the Perfect Voice Tis16S3 system by using the following procedure. You must change the system date and time when the system has been reset. If the date and time have not been set, the following message plays: “The current system date is invalid.”

To Change the System Date & System Time:

Press Intercom and call the Perfect

Voice Tis16S3 system.

Enter System Access Code: 7

Enter User ID: 900

Enter the password for User ID 900.

Press 1 to review the current date and

time.

Thank you for calling. If you have a touch-tone phone . . . NOTE: If the telephone system has been programmed, you press ** to cancel auto-login before dialing 7.

System Administrator Menu:

For the Current Date and Time, press 1. To Change the System Time, press 2 ….

may need to

If satisfied

with the Date

and Time,

press 0 to

return to the

Whattodo.

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Press 2 to

change the

current Time.

Enter in the

new Time.

24 hour format

When satisfied with the Time and Date, press 0 to

return to the Whattodo.

Press 3 to

change the

current Date.

Enter in the

new Date.

YYMMDD

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Using and Configuring the Default Operator

To change this, perform the following step:

Programming the Default Operator’s Extension

NOTE: If the telephone

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Enter User ID: 0

Enter Password for User ID 0.

Press 9 to Back out of Message Management.

Press 5 for User Setup.

Press 8 to change the extension.

In most installations, programming the default operator’s extension is all that is required. However, you may choose to customize the installation by enabling off-hours messaging for the default operator. There are two steps involved in enabling messaging for the Default User:

1. Recording a personal greeting

2. Enabling call blocking.

Enter Extension. When finished, press #.

system has been programmed, you need to press ** to cancel auto-login before dialing 7.

may

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System Administration

Recording a Personal Greeting for the Default User’s Mailbox

The personal greeting for the Default Operator should explain to the caller that they are in a general delivery mailbox and that they should leave their name, company name, callback number and whom they are calling. This greeting is only played when call blocking is enabled.

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Enter User ID: 0.

Enter Password for User ID 0.

Dial 9 to Back out of Message Management.

Dial 2 for Call Management.

NOTE: If the telephone system has been programmed, you need to press ** to cancel auto-login before dialing 7.

may

Dial 5 to Record Personal Greeting.

Record Personal Greeting. When finished, press #.

Dial 1 to Listen to the Personal Greeting.

If OK, Press 0 to Exit.

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Enabling / De-Activating Operator Personal Greeting

The operator manually enables call blocking when no one is able to take calls at the operator position.

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Enter User ID: 0

Enter Password for User ID 0.

Dial 9 to Back Out of Message Management.

Dial 2 for Call Management.

(Even if this option is not spoken in the Call Management

A common scenario is for the operator to turn call blocking on at night, disabling transfers to the operator’s extension and allowing the caller to leave a message in the operator’s mailbox. It is the operator’s responsibility to disable call blocking during business hours so that callers may get through to a live person.

Press 2 to Toggle Call Blocking Status.

Menu, pressing 2 will toggle call blocking.)

NOTE: If the telephone system has been programmed, you to press ** to cancel autologin before

may need

dialing 7.

Retrieving messages From the Default Operator’s Mailbox.

If call blocking has been enabled for User ID 0, messages will begin to accumulate in this box. It is the operator’s responsibility to pick up these messages.

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Enter User ID: 0

Enter Password for User ID 0.

Listen to Messages.

NOTE: If the telephone system has been programmed, you to press ** to cancel autologin before

dialing 7.

may need

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System Administration

Public Distribution Lists

Perfect Voice Tis16S3 automatically generates 3 public distribution lists:

1. User ID 950 includes all Normal and Outside Users

2. User ID 951 includes all Normal Users

3. User ID 952 includes all Outside Users

The System Administrator maintains these lists. You may create up to 7 additional public distribution lists (User IDs 953-959) and record names for each list.

Maintaining or Creating New Public Distribution Lists

You may review list members, remove members from the distribution list, or add new Users to the distribution list.

Review Next

or First

Member

Re-Review

Current

Member

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Enter Distribution List User ID: _______.

Enter the Password for the User ID: _______.

Remove All

Members from List

Remove

Current

Member

m List

Review

Member

Last

Add New

User ID

to List

Add New

Network ID

to List

NOTE: If the telephone

system has been programmed, you to press ** to cancel autologin before dialing 7.

Exit

Log Out

may need

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Recording Public Distribution List Names

You may record a name for each public distribution list.

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

Enter Distribution List User ID: _____.

Enter the Password for the User ID: _____.

Press 9 to Return to the Main Menu.

Press 5 to Access User Setup.

Press 2 to Record Name.

Record Distribution List Name. Press # When Finished.

Press 0 to Exit.

System Administration

NOTE: If the telephone system has been programmed, you to press ** to cancel autologin before dialing 7.

may need

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System Administration

Changing User Passwords

As the administrator of the system, you are responsible for the safe keeping of several User IDs. When the system is installed, all passwords are the same as their corresponding User IDs. If security is an issue, it is the System Administrator’s responsibility to change passwords to the following User IDs.

User IDs Description

0 Default Operator 1 – 6 Single Digit Users 900 Administrator 980 Open and Close Greeting Recording 950 – 959 Public Distribution Lists Maintenance

Press intercom and call Perfect Voice Tis16S3.

Enter System Access Code: 7

NOTE: If the telephone system has been programmed, you to press ** to cancel autologin before

may need

dialing 7.

Enter User ID: _____.

Enter the Password for the User ID: _____.

Press 9 to Back Out to the Main Menu.

Press 5 to Access User Setup*.

Press 1 to Change the Password.

(You may enter 1 to 8 digits. The password can’t contain *

Enter New Password. Press # when finished.

or #. Leading zeroes are ignored.)

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Music on Hold and Background Music

The Tis16S3 system has two line-level “RCA” audio jacks (labeled BGM and MOH) to provide music/message-on-hold and/or background music. At system boot-up, the driver (C:\AUDIO\MARSLIB.EXE) looks for specific files in the D:\MESG folder. If they exist, audio output will be enabled. Generic audio files are located at C:\AUDIO,which can be copied to one or both of the following locations: D:\MESG\BGM.RMS (the file for the BGM port) and D:\MESG\MOH.RMS (file for the MOH port).

Hardware Requirements

 A three-foot male-to-male RCA/phono cable is provided with this system to connect from the MOH or

BGM port on the Tis16S3 to the MOH port on the CIX. If you need a longer cable, a six-foot cable may be purchased online.

NOTE – International User Only

Any external source connected to the Music on Hold (MOH) port must be isolated using an authorized and approved Line Isolation Unit (LIU).

Enable Music on Hold/Background Music

NOTE: The Tis16S3 hardware was recently updated to support 16-kHz sampled audio. The new systems are distinguishable by the inclusion of a RESET button and LED indicators on the LAN interface. Please read the next section carefully.

There are two generic MOH/BGM audio files included with the system. They are in the C:\AUDIO directory:

 C:\AUDIO\MOH16.RMS is for the newest hardware that supports 16-kHz sampled audio playback. It

is to be used on new hardware only; using it on the older hardware will cause it to play at half-speed.

 C:\AUDIO\MOH.RMS is for the original hardware that supports 8-kHz sampled audio playback. It is

to be used on old hardware only; using it on the new hardware will cause it to play at double-speed.

 No harm will come to the system if the wrong file is used. If the playback sounds incorrect, try the

other file.

To enable Music on Hold/Background Music:

 Use the command TDLIB /TH- to stop the BGM and MOH output. NOTE: It is important to stop the

BGM/MOH output before changing the file(s). Failure to do so may cause the system to become unstable and halt operation.

 Music on Hold: At the DOS prompt, type:

 COPY C:\AUDIO\MOH16.RMS D:\MESG\MOH.RMS

- or -

 COPY C:\AUDIO\MOH.RMS D:\MESG\MOH.RMS

 Background Music: If the hardware supports both MOH and BGM, at the DOS prompt, type:

 COPY C:\AUDIO\MOH16.RMS D:\MESG\BGM.RMS

- or –

 COPY C:\AUDIO\MOH.RMS D:\MESG\BGM.RMS

NOTE: Copy the file to BGM.RMS only if the hardware supports both MOH and BGM. Copying the file on non-supporting hardware may cause the system to lockup.

 Perform a warm boot or use TDLIB /TH to re-start the BGM and MOH output.

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System Administration

Disable Music on Hold/Background Music

 Use the command TDLIB /TH- to stop the BGM and MOH output. NOTE: It is important to stop the

BGM/MOH output before changing the file(s). Failure to do so may cause the system to become unstable and halt operation.

 Music on Hold: At the DOS prompt, type: DEL D:\MESG\MOH.RMS  Background Music: At the DOS prompt, type: DEL D:\MESG\BGM.RMS  Perform a warm boot or use TDLIB /TH to re-start the BGM and MOH output..

Customizing Music on Hold/Background Music

If you would like to use your own custom recording for music on hold, please contact technical support for help with conversion into the proper format for Tis16S3. Please be sure to let them know which hardware version you have. If you are not sure which version of hardware you have, technical support will be able to assist you.

Changing the File After the System has Started

To change the file after the system has started, use the following procedure:

 Use the command TDLIB /TH- to stop the BGM and MOH output. NOTE: It is important to

stop the BGM/MOH output before changing the file(s). Failure to do so may cause the system to become unstable and halt operation.

 Copy the new file to the proper location given above.  Use TDLIB /TH to re-start the BGM and MOH output.

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Appendix A: Remote Diagnostics/Administration

To perform diagnostics or administration, you may connect to the Tis16S3 in one of the following ways:

 Network Connection, page A-1  Internal Modem, see page A-3  Console Port, see page A-6

Network Connection

When the full-time network connection is enabled, a special program called RCS can be used to access the voice-mail system command prompt. RCS is available on the Teleco Website as “PVP-RCS.ZIP”. Unzip the files onto your PC (e.g. C:\RCS or some other preferred location). The RCS program is run from the command prompt, however, you may create a shortcut on the desktop.

N O T E

The unit is shipped with the network connection activated and can be accessed at IP address 192.168.254.252.

Directions for Use

 On the voice-mail system, use the command DHCPSTAT to find IP address (xxx.xxx.xxx.xxx) in use.  On your PC, use one of these commands:

o For WindowsXP systems: RCS-XP xxx.xxx.xxx.xxx o For Windows2000 systems: RCS2000 xxx.xxx.xxx.xxx

 The default username is „su‟ and the default password is „su‟ (both are all lower-case).

These can be changed in the file C:\TCPIP\SOCKET.UPW on the voice-mail system.

 Once connected, there is no need to type HELLO like when connected via the console port or modem.  Use CTRL-ALT-X to end RCS session, there is no need to type BYE.

NOTES

 It is possible to use RCS and a console port or modem connection at the same time.  You are encouraged to exit RCS when you are not using it.  RCS does not require HELLO, however, to ensure that the Scheduler is always running

properly, you are encouraged to type BYE before exiting from the RCS connection.

 Background tasks, suck as e-mail or maintenance may cause RCS to disconnect.  Some background tasks, such as e-mail processing, may prevent RCS from immediately displaying

information. You may wait for the background task to complete, or you may exit and re-enter RCS at a later time. If you exited RCS during the use of FTP (discussed in the next section, Using Network Connection for File Transfers), you will have to press a key to get the menu to show up.

 Unlike HyperTerm, HyperAccess, RCS does not have a Scroll-Back feature. To overcome this, you can

pipe output to a file and use IVIEW to review the data. For example, to review a long directory listing:

C:\RCPT>DIR > VIEW.TXT this will redirect the directory output to the file VIEW.TXT C:\RCPT>IVIEW VIEW.TXT

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I&M

Remote Diagnostics/Administration

Using Network Connection for File Transfers

When using the console port or modem, File Transfers were performed using ZSEND (to transfer files from the voice-mail) and ZRCV (to transfer files to the voice-mail). These commands, which are actually batch files, use a program called FTRANS. This program relies on a background process called KLINIC, which provides access to the internal DSP modem and, after you type HELLO, to the console port.

RCS does not provide KLINIC the ability to access the Network Interface; therefore, FTRANS cannot perform transfers over that connection. Any attempt to use FTRANS would try to use the console port or modem, if they are active. But when the full-time network connection is enabled, File Transfers can be handled via FTP. This has a tremendous speed advantage over the console port and modem connections.

RCS is not required to perform FTP transfers. As long as the full-time network connection is present, FTP transfers can be initiated using the console port or modem connection. If you do use RCS to initiate the FTP transfer, you are encouraged to disconnect RCS for the duration that FTP is running. An active RCS connection may have a negative impact on the speed of FTP transfers; however, it will still be much faster than transfers performed over the console port or modem connection.

A small FTP server program (C:\TCPIP\FTPD.EXE) is used for file transfers. FTPD will root to the drive that it was executed from. It does not matter what directory or folder you are in, FTPD will always root itself to the root of that drive. Before running FTPD, you should run DHCPSTAT to find the IP address of the voice-mail system. You also need to remove AFORMS to ensure there is enough memory.

Example: If you need to transfer files from anywhere on the “D:” drive:

D:\>DHCPSTAT D:\MESG>DHCPSTAT D:\>AFORMEXT …or… D:\MESG>AFORMEXT D:\>FTPD D:\MESG>FTPD

Use Internet Explorer or any other FTP software to connect to the voice-mail’s IP address. The default username is ‘admin’ and the default password is ‘admin’ (both are all lower-case). These can be changed in the file C:\TCPIP\SOCKET.UPW on the voice-mail system.

When you are done with your file transfer(s), use the connection to the voice-mail system (RCS, console port, or modem) to press any key for the FTPD command menu:

C close LISTEN D Dos shell S status X exit

Choose X to exit, you may see:

Active sessions Press Ctrl A to abort them, any other key to continue…

Press CTRL-A to exit and then reload AFORMS (example, D:\>AFORMS).

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Remote Diagnostics/Administration

I&M

Connecting via Internal Modem

When the Perfect Voice Tis16S3 boots, by default, the internal modem is initialized and the CONSOLE port (COM 2) is active and set at 57600 baud. Remote programming and maintenance can be accomplished by connecting to the internal modem. Call any Voice Mail port and after it answers,

Remote Connection Diagram

dial #*#.

A-3

Internal or external

modem with

communications

software

Any Voice Mail

port

Phone line

Accessing SCREENS

1. Call any Voice Mail port and after it answers, dial #*# to turn any port into a modem. Once a

connection has been established to the system, a password prompt is displayed on the screen. (Making a remote modem connection while the e-mail process (EMAIL.BAT) is running will not immediately give the PASSWORD prompt. Allow time for the e-mail process to finish and the PASSWORD prompt will appear. The modem will stay connected during the wait. Depending on how many messages need to be sent, wait time may exceed several minutes.)

2. Type CALLHELP at the password prompt. (If the password prompt is not displayed, you should reset

the modem. See “ A-

5. Upon successful entry of the password the DOS prompt displays with the instructions “To enter

Advanced Menus type: SCREENS”.

Resetting or Initializing the Internal Modem on the Perfect Voice Tis16S3” on page

To enter Advanced Menus type: SCREENS. C:\>

3. Type SCREENS at the DOS prompt to launch the SCREENS programming interface. For further

details on the SCREENS interface please refer to the System Configuration section of the Perfect Voice Installation and Maintenance manual. If DOS programming is required, proceed without

typing SCREENS (please refer to the Advanced Administration section of the Perfect Voice Installation and Maintenance manual for further details).

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I&M

Remote Diagnostics/Administration

Using Klinic

Connecting to a remote site running the Klinic software allows for total emulation of the host keyboard. To emulate the Function key strokes on the host computer, extended keys must be setup on the remote PC.

All extended keystrokes, including the Control and Alt and Shifted versions of most keys can be executed on the remote system by entering special sequences of standard ASCII characters. This sequence always begins with an opening curly brace “ PageDown on the remote system, enter the appropriate key on the remote system.

The Control version of keys is created by simply adding a “C” at the beginning of the command. Therefore, Control-PageDown would be entered as adding an A or S to the command.

The following table lists the key codes available through Klinic. As mentioned above, adding a C, A or S to the beginning of these codes causes the Control-ed, Alt-ed, and Shifted versions of these keys to be pressed. The codes are not case-sensitive.

{“ and ends with a closing curly brace “}”. For example, to enter a

{PGDN}. Upon receipt of the closing curly brace, Klinic “presses”

{CPGDN}. Likewise the Alt and Shift versions can be created by

If you key in this locally...

{F1} {F2} {F3} {F4} {F5} {F6} {F7} {F8} {F9}

{F10}

Sometimes the remote system appears to stop accepting keystrokes. This could be due to a high system load or a noisy line. For the latter case, noise that looked like an opening brace character was received. To get around this, press the closing brace character a few times until you see it echoed on the local screen. This terminates whatever accidental extended key sequence was in progress. If the problem persists, try calling back into the system on another line or at a lower baud rate.

Klinic “presses” this key on the remote system.

F1 F2 F3 F4 F5 F6 F7 F8 F9

F10

If you key in

this locally...

{F11} {F12} {PGUP} {PGDN} {HOME} {END} {INS} {DEL} {BREAK}

Klinic “presses” this key on the remote system.

F11 F12

PageUp

PageDown

Home

End

Insert

Delete

Break

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Remote Diagnostics/Administration

I&M

File Transfers

Two programs that use the ZMODEM file transfer protocol are supplied with Perfect Voice Tis16S3 to enable the transfer of files between the local PC and remote Perfect Voice Tis16S3 system.

ZSEND Initiate a ZMODEM file transfer to send a file from the Perfect Voice Tis16S3

system to the local PC.

ZRCV Initiate a ZMODEM file transfer to receive a file from the local PC to the

Perfect Voice Tis16S3 system.

To transfer a file, run the appropriate program by keying in the command from the Perfect Voice Tis16S3 system DOS system prompt, supplying the name of the file to send/receive as the only command line argument. After keying in the “Z...” command on the Perfect Voice Tis16S3 system, initiate the download/upload procedure in the communications software on the local PC.

Resetting or Initializing the Internal Modem on the Perfect Voice Tis16S3

To reset or initialize a modem on the Perfect Voice Tis16S3, first dial the system. From the list below, dial the appropriate code, followed by the confirmation code (the codes are the same). You will hear "Please

wait.... beep..beep..beep" followed by the Whattodo. Hang up at this time.

A-5

Code Modem Confirmation Code

970 Local Connection on COM 2 at 9600 970 971 Local Connection on COM 2 at 57600 971 972 Hayes 14400 fixed – internal modem (COM 3) 972 973 Local Connection on COM 2 at 19200 973 974 Local Connection on COM 2 at 38400 974 975 Local Connection on COM 2 at 115000 975 976 Hayes modem on COM 2 at 9600 976 977 Not used Not used 978 Start SMDI on COM 1

NOTE: Perfect Voice Tis16S3 reboots after selecting this option.

979 Disable SMDI

NOTE: Perfect Voice Tis16S3 reboots after selecting this option.

NOTE: After entering the

confirmation code, you will

hear beeps. You must hang up

when you hear the beeps or the

process will not be completed.

NOTE: After entering the

confirmation code, you will

hear beeps. You must hang up

when you hear the beeps or the

process will not be completed.

978

979

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Remote Diagnostics/Administration

Connecting Locally via Console Port

When the Perfect Voice Tis16S3 boots, by default, the internal modem is initialized and the CONSOLE port (COM 2) is active and set at 57600 baud.

Local programming and maintenance can be accomplished by connecting a laptop/PC to the CONSOLE PORT (COM 2) of the voice mail system and typing in HELLO.

NOTE

Typing HELLO puts the Scheduler on HOLD until you type BYE. (The Scheduler is disabled while online so the system will work in conjunction with AGM.) Scheduled

events will NOT run as long as you are in the “Hello” mode. Be sure that you type

BYE when you have finished programming/maintenance.

The basic materials required for the local connection are a laptop/PC and a standard 9 to 9 null modem cable. NOTE: You cannot use the CONSOLE PORT (COM 2) and modem (COM 3) for Klinic/Admin connection at the same time.

Local Connection Diagram

Voice Mail

(COM 2) Start on

Console

Null modem cable

ort

Serial port with

communications

software

The system is equipped with a serial port to act as the programming port when the SCREENS programming interface is required. When the system is booted-up, it will be configured for a modem connection at 9600bps/None/8/1. In order to connect a device such as a laptop or PC equivalent, communication software with the settings of 9600bps/None/8/1 is required with a null modem cable to serve as the link between the two machines. A straight through cable with a null modem adapter can serve as a substitute if a null modem cable cannot be obtained.

The serial port is a standard 9 pin male RS232 connection therefore requires the null modem cable to be a 9pin female. The other end of the cable depends on the serial port of the programming terminal (most serial ports equipped on personal computers are 9 pin males). If a custom cable is required or cross connections must be used please refer to the following diagram for assembly instructions.

Null Modem Pinout DB9 to DB9

(female to female)

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Remote Diagnostics/Administration

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Accessing SCREENS

****** You must type HELLO to access from COM 2 ******

To connect locally with your PC on COM 2:

1. Type HELLO while connected to the CONSOLE port. (The port is kept at 57600 baud.)

NOTE

To restore internal modem access and restart Scheduler, be sure to type BYE upon ending your local COM 2 session.

System Boot Options

When the system is first booted, the following options are available from a menu. If no selection is made, the system defaults to option number 3.

Option Menu Selection Action Voice Mail State

1 Local Connection on COM 2 at 9600 Active

A-7

2 Local Connection on COM 2 at 57600 Active 3 Internal DSP Modem on COM 3 Active 4 Update on COM 2 at 9600 Inactive 5 Update on COM 2 at 38400 Inactive 6 Update on COM 2 at 57600 Inactive 7 Update on COM 2 at 115000 Inactive 8 No KLINIC – Console port only Console port only/Inactive 9 No Autoexec – Console port only Console port only/Inactive

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I&M

Remote Diagnostics/Administration

Using Klinic

The Control version of keys is created by simply adding a “C” at the beginning of the command. Therefore, Control-PageDown would be entered as adding an A or S to the command.

{“ and ends with a closing curly brace “}”. For example, to enter a

{PGDN}. Upon receipt of the closing curly brace, Klinic “presses”

{CPGDN}. Likewise the Alt and Shift versions can be created by

If you key in this locally...

{F1} {F2} {F3} {F4} {F5} {F6} {F7} {F8} {F9}

{F10}

Klinic “presses” this key on the remote system.

F1 F2 F3 F4 F5 F6 F7 F8 F9

F10

If you key in

this locally...

{F11} {F12} {PGUP} {PGDN} {HOME} {END} {INS} {DEL} {BREAK}

Klinic “presses” this key on the remote system.

F11 F12

PageUp

PageDown

Home

End

Insert

Delete

Break

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Remote Diagnostics/Administration

I&M

File Transfers

Two programs that use the ZMODEM file transfer protocol are supplied with Perfect Voice Tis16S3 to enable the transfer of files between the local PC and remote Perfect Voice Tis16S3 system.

ZSEND Initiate a ZMODEM file transfer to send a file from the Perfect Voice Tis16S3

system to the local PC.

ZRCV Initiate a ZMODEM file transfer to receive a file from the local PC to the

Perfect Voice Tis16S3 system.

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Remote Diagnostics/Administration

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Custom Dialplan

I&M

Appendix B: Create a Custom Dialplan

You may create a custom dialplan for Perfect Voice Tis16S3. You may create 2-digit, 3-digit, or 4-digit Users.

When creating a custom dialplan, keep several rules in mind:

 Due to limited disk space, the maximum number of mailboxes allowed on the Perfect Voice

Tis16S3 system is approximately 300.

 Maximum Ranges: 10-69 (2-digit range), 100-699 (3-digit range), and 1000-6999 (4-digit range).  When entering a range of numbers, the Starting number and Last number of the range must

begin with the same lead digit

999 are valid entries. 20 through 39, 200 through 499, or 2000 through 5999 are not valid. To

2 create Users 20 through 59, you must enter a single range at a time. First enter 20-29, then 30-39, then 40-49, then 50-59.

 When entering a range of numbers, the Starting and Last User in the range must be the same

length (2-digits, 3-digits, or 4-digits). For example, 30-39, 300-399, or 3000-3999 are valid

entries. 30-300 and 300-3000 are not valid entries.

 Once you have established a range of Users for a specific leading digit, all subsequent additions

must be within the same extension length of that range. For example:

. For example, 20 through 29, 200 through 299, or 2000 through

B-1

User Range

Established

30-39 3 2 300-399 (3-digits), 3000-3999 (4-digits)

400-499 4 3 40-49 (2-digits), 4000-4999 (4-digits)

5000-5999 5 4 50-59 (2-digits), 500-599 (3-digits)

 If a User already exists in a range, that User is skipped over in the creation of the range.

Leading

Digit

Locked-In

Extension

Length

Invalid subsequent adds

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I&M

Custom Dialplan

Press 1 to make

changes

effective.

“Please wait.” (then you hear several tones)

Press Intercom and call the Perfect

Voice Tis16S3 system.

Dial 912

Press 0

Press 9090#

Press 1 to add normal Users, or

Press 2 to add outside Users, or

Press 3 to add audiotext Users, or

Enter starting number

Enter starting number of the range.

When finished, press #.

Enter last number

Enter last number of the range. When

finished, press #.

You have selected (starting number) “beep” (last number). If this is correct

Press 1 if correct. Press 2 if not correct.

Press 2 to make

more changes.

NOTE: If the telephone system has been programmed, you press ** to cancel auto-login before dialing 912.

ress 1…

may need to

You are placed at the main

greeting. Hang up.

PVTis16S3IM

NOTE: Changes will not become active until the next call into the system.

Please hang up and call back into the system to verify changes.

Database Worksheets

I&M

Appendix C: Database Worksheets

User Lists : Pre-configured Dialplans

During the installation of your Perfect Voice Tis16S3 system, the installing technician completed worksheets for the Users. The following lists are supplied for you to maintain an updated listing of all of the active Users.

Single Digit Worksheet

User ID Name Audiotext

Y/N 1 2

3 4 5 6

Transfer-Only

Y/N

Ext.

C-1

Auto-Detect Worksheet

User

990 Fax Extension 991 TDD Extension

Public Distribution Lists

User ID Name Ext.

950 All Normal & Outside

951 All Normal Users 952 All Outside Users 953 954 955

Name Ext.

Users

956 957 958 959

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Database Worksheets

Normal User Worksheet (2-Digit)

The pre-configured 2-digit Normal Users range from 10 to 59. Make additional copies of this worksheet as needed.

User ID Name Pager Number Ext.

0 0*

*Extension may be changed. See “Configuring the Default Operator”.

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Database Worksheets

I&M

Normal User Worksheet (3-Digit)

Depending on the pre-configured dialplan you selected, the Normal Users may range from 100-199, 200299, or 300-399. Make additional copies of this worksheet as needed.

User ID Name Pager Number Ext.

0 0*

C-3

*Extension may be changed. See “Configuring the Default Operator”.

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Database Worksheets

Outside User Worksheet

The pre-configured Outside Users range from 600 to 649. Make additional copies of this worksheet as needed.

User ID Name Pager Number

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Installing Hyperterminal

I&M

Appendix D: Installing Hyperterminal

Installing Hyperterminal Private Edition 4.0

Hyperterminal Private Edition 4.0 is available in the Technician’s Tool Kit. Perform the following steps to install Hyperterminal.

1. Turn on the computer and start Windows.

2. Insert the diskette into the appropriate disk drive.

3. Click the Start button and select Run. A dialog box appears. Click Browse.

D-1

4. From the appropriate disk drive, select Htpe4.exe and click Open.

5. The initial installation screen appears.

6. Select HyperTerminal Private Edition 4.0 and click Next. The next screen describes this edition.

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Installing Hyperterminal

7. Click Next. The License Agreement screen is displayed.

8. Select I accept the terms of the license agreement and click Next. You will be asked if you personally own

the computer where HyperTerminal is being installed.

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9. Answer appropriately and click Next.

Installing Hyperterminal

D-3

10. Specify where to install HyperTerminal Private Edition and click Next.

11. Click Proceed.

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Installing Hyperterminal

12. Click Finish.

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Installing Hyperterminal

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Setting Up HyperTerminal Private Edition 4.0

It is recommended that you create 2 template files:

1. For Remote Connections.

2. For Direct Connections.

The template file(s) will allow you to map the keys and modify properties one time. Then you may easily create specific customer files by saving the template file under another name and editing the telephone number.

To start HyperTerminal:

• Click the Windows Start button – select Programs.

• Select Accessories – HyperTerminal.

• Double-click the HyperTerminal icon.

D-5

Creating a Remote Connection Template

1. Access HyperTerminal as described above. After the “splash” screen, this screen appears.

2. Enter Remote Connection Template for the Name and click OK.

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Installing Hyperterminal

3. Enter a telephone number (no dashes) and click OK.

4. Click Modify.

5. On the Connect To tab, click Configure.

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6. Select the maximum speed your system will support and

click OK.

7. On the Settings tab, set Emulation to VT100 and

click OK.

8. Click Cancel.

Installing Hyperterminal

D-7

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Installing Hyperterminal

9. Now you need to map the keys for the Remote Connection Template.

• From the top-line menu, select View—Key Macros

• Click New to map a new key.

• In the Key field, you press <Insert> on

your keyboard, then press the key you wish to map (for example press <Insert> <F1>). Then in the Action box, enter the appropriate action, specifying keys with braces ({ }). For example, press <{> <F> <1> <}> on the keyboard.

Below is a list of the keys you need to map. For more information on how key-mapping works, see

“Working Remotely” earlier in this appendix. When complete, click OK.

If you key in this locally...

{F1}

{F2}

{F3}

{F4}

{F5}

{F6}

{F7}

{F8}

{F9}

{F10}

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Klinic “presses” this key on the remote system.

F10

If you key in

this locally...

{F11}

{F12}

{PGUP}

{PGDN}

{HOME}

{END}

{INS}

{DEL}

{BREAK}

Klinic “presses” this key on the remote system.

F11

F12

PageUp

PageDown

Home

End

Insert

Delete

Break

I&M

10. When the keys are mapped you need to

save this session. From the top-line menu, select File – Save. The next time you access HyperTerminal the new session will be displayed.

Installing Hyperterminal

D-9

Create New Session Based on the Remote Connection Template

Now that you have created a template for remote connections, you can use the template to create new files. There are two ways to do this. You may copy and paste the template to a new session or Save as the template to a new session.

To copy:

• From the HyperTerminal window (above), right-click the Remote Connection Template icon and

select Copy. Then right-click in the window and select Paste. A copy will appear in the window. You may rename the copy (perhaps to a customer name) by right-clicking the copy and selecting Rename. Then you need to open the new file and modify the telephone number. The key-mapping and other modifications will be copied from the template.

To Save As:

• Open the template file. From the top-line menu, select File-Save As. Save the file to a different name.

Again, edit the telephone number and save.

NOTE

To edit the telephone number, select File-Properties.

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Installing Hyperterminal

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Email Notification

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I&M

Appendix E: Set up and Activate Email Notification

The Email Notification feature sends the user an email when he or she receives a new voicemail message. The email is a text message that contains the Caller ID and urgency of the voicemail. By default, the email will also contain the actual voicemail attached as a GSM-compressed .wav file. To send the email without the attachment, see “4. Change Setting for Attaching Voicemail to Email Notification”.

N O T E

If you are using a modem or direct connection, you need to be in HELLO mode to use the editor. (RCS connections do not require HELLO mode.)

1. Run C:\EM-SETUP.BAT and Edit Email.bat file to Activate Full-Time Network Connection

The em-setup.bat file creates the necessary directories, sets the scheduler jobs for the current date, launches the editor for Email.bat and socket.cfg, and reboots the system.

 At the C: \email> prompt, type em-setup  The email.bat file is automatically opened in the editor.  After running em-setup, the email.bat file is opened in the editor.

 Press F4 and go to the vm2em line. Replace mail.yoursmtp.com with the correct SMTP server and

voicemail@yourdomain.com with the address of the sending email box. Be sure to leave the „–s‟ and „–f‟ in the command line.

Using the example below, only make changes to the red portion of the command:

vm2em -smail.yourdomain.com -fvmemail@yourdomain.com

If you are using sender authentication:

vm2em -smail.yourdomain.com -fvmemail@yourdomain.com -ausername –ppassword

If you are not using e-mail notification at this time, you may leave the information as-is.

 Ask your email administrator if the SMTP server requires authentication. Plain and Login type

authentication are supported. If your server requires authentication, type the User ID and Password after the information you entered for voicemail@yourdomain.com. If authentication is not required, leave these blank.

 Press F10 to save the changes, then press ESC to exit the editor. The socket.cfg file is then opened.

2. Edit Socket.cfg file

After saving the email.bat file, the socket.cfg is opened in the editor. The socket.cfg file contains the setup for the TCP/IP parameters. In the SOCKET.CFG editor screen, press F4 to enter edit mode. You will notice some new information, near the bottom of the screen in the last section. This allows RCS to work for Remote Maintenance over the network. Do not make any changes to that section.

Follow the appropriate directions below, depending on whether your network uses DHCP or static ip addresses.

The system is, by default, configured with a static IP address (192.168.254.252) to match the default static IP address range of the Toshiba CIX/SYSTEM. If you want to configure the system for DHCP or change the static IP address you will need to make the necessary changes to the SOCKET.CFG file.

 Press [F4] to enter “EDIT” mode.  Make the desired changes to the SOCKET.CFG file (see the examples below). If no changes are

necessary, proceed to the next step.

 Press [F10] to save the changes, then press [ESC] to exit the editor.

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 The system will complete the setup and reboot when you exit the editor.

Below is the default SOCKET.CFG file:

# Packet driver settings

# IP Address for DHCP #ip address 0.0.0.1 This line is inactive because of the hash (#) at the beginning

# IP Address for Toshiba ip address 192.168.254.252 This line sets the IP address to 192.168.254.252

#route add default if0 192.168.1.1 This line is inactive because of the hash (#) at the beginning #domain server 192.168.1.1 This line is inactive because of the hash (#) at the beginning

Configure for DHCP

To set the system for DHCP, remove the hash (#) from the first „ip address‟ line above and add a hash to the

second line as shown below:

# Packet driver settings

# IP Address for DHCP ip address 0.0.0.1 Removed the hash (#) from the beginning of this line

# IP Address for Toshiba #ip address 192.168.254.252 Added the hash to the beginning of this line

#route add default if0 192.168.1.1 This line is inactive because of the hash (#) at the beginning #domain server 192.168.1.1 This line is inactive because of the hash (#) at the beginning

Change the Static IP Address

If you want to change the Static IP address, change the information highlighted below to match the necessary information for the system:

# Packet driver settings

# IP Address for DHCP #ip address 0.0.0.1

# IP Address for Toshiba ip address 192.168.254.252 Enter the IP address required by site

route add default if0 192.168.1.1 Remove the # and enter the Default Gateway for the site domain server 192.168.1.1 Remove the # and enter the DNS server address for the site

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E-3

Two COS records have been created for email notification:  Send with voicemail attached: Notify COS 400 is used to detect a new message and email a

notification to the user‟s email with a wav file of the voicemail attached.

 Send without voicemail: Notify COS 401 is used to detect a new message and email a notification

that does not include the voicemail wav file.

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3. Add Email Address to User Record(s)

 Log in to SCREENS  Select RECEPTIONIST

 Select USER DIRECTORY

 Select the desired user record(s), go to Screen 2, press F4 and enter the user‟s email address in the

IVR Data or EMAIL field.

Email Notification

4. Change Setting for Attaching Voicemail to Email Notification

By default, Notify COS 400 is “enabled for use”, which means the wav file will be attached to the email notification. To send email notification without the wav file attachment, Notify COS 400 must be disabled and Notify COS 401 must be enabled for use:

 Log in to SCREENS  Select NOTIFY

 Select NOTIFICATION

 Select Notify COS 400 – Voicemail to Email w/Attachment  On Screen 1, press F4 and edit the “Enabled for Use?” field to N.  Select Notify COS 401 - Voicemail to Email -Without Attachment  On Screen 1, press F4 and edit the “Enabled for Use?” field to Y.

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Call Record

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Appendix F: Call Record

Programming and Using Call Record

Call Record allows users to record telephone conversations. The recorded conversation will be saved as a message in the specified mailbox. Telephones may be set up for automatic or manual record mode. If your state requires that a beep play during the recording, please follow the instructions below for programming the live-record beep.

NOTE

In order to use call record, the system must be using SMDI Integration.

Station Programming

For each station that will be set up for Call Record, you must program the record and pause/resume buttons. You must also program the station for automatic or manual record mode.

 Program Record and Pause/Resume Buttons onto each station.  Program the station to use either Automatic or Manual record mode. (Mailbox Selection: Program

4 Field 23).

F-1

Programming the live-record beep (if required)

If your state requires that a beep play while recording a telephone conversation, you need to program Perfect Voice Tis16S3 to play a live-record beep:

 Log into SCREENS  Select Receptionist  Select User Directory  Go to Screen 2, press F4  Edit the Application or ID field. This field specifies how often (in 1 0ths of a second) the live-

record beep plays while recording a call on Perfect Voice Tis16S3 system. If this field is set to 0, no beep is played. The recommended value for this field is 200. This will play the beep every 20 seconds.

Using Call Record

If using Automatic record mode:

 After the call is established, press RECORD on the telephone. The recordings will be placed into

the default mailbox for the extension.

If using Manual record mode, recordings may be placed in the default mailbox or in an alternate mailbox specified by the User:

 After the call is established, press RECORD + “#” to place the recording in the default mailbox.  After the call is established, press RECORD + <Mailbox Number> + # to record into alternate

mailbox.

While recording, you may press the Pause/Resume button to temporarily stop the recording. Press the button again to continue recording. Press RECORD key to end recording. Recording will automatically end when the call is terminated.

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Appendix G: Terms

Understanding the meaning of the following terms is the first step to understanding Perfect Voice Tis16S3.

caller .. ..... ..... ..... .....An individual calling your company from an outside line.

User ... ..... ..... ..... .....An individual who is defined on Perfect Voice Tis16S3 system.

User ID

..... ..... ..... .....A two, three, or four-digit number assigned to each User. This is the number or

“extension” that a caller enters to select a User. The User ID is often the same number as the User’s telephone system extension number.

Terms

G-1

personal greeting

greeting

whattodo

audiotext

automated attendant...A function of Perfect Voice Tis16S3 in which callers are transferred to a User’s

voice messaging

DTMF

default operator

distribution list

Directory assistance ....Offers callers who do not know your User ID the option of “spelling out” your

.... ..... ..... .....The recorded message heard by callers after the system answers their call (i.e.

... ..... ..... .....The recorded message heard by callers immediately after the sy stem play s the

... ..... ..... .....A message heard by a caller after selecting certain single digit options (i.e.

. ..... ..... ..... .....The tone generated by a touchtone telephone when one of its keypad digits is

.. .....The message heard by a caller when the User he is trying to reach is not

available. This message is normally by the User in his own voice. A personal greeting might sound something like, “You have reached the voice mailbox of

Nancy Jones. I am not able to take your call at this time.....”.

“Thank you for calling ABC Company...”)

greeting (i.e. “Using your touch-tone phone, please enter the extension of the person you wish to reach...”).

“Our mailing address is 110 Oak Street...”).

extension after entering his or her User ID.

.... .....A function of Perfect Voice Tis16S3 in which messages are recorded for a User

or group of Users.

pressed.

.... .....The User to which a caller is transferred to if no selection is made from the

main greeting or whattodo.

..... .....A group of Users to whom a message can be easily sent or forwarded by

selecting a single number.

name by pressing the telephone keys that correspond to your last name.

Modes of Operation

Primary Attendant When Perfect Voice Tis16S3 is configured as the primary attendant, a caller who dials your company’s

main telephone number is answered by the Perfect Voice Tis16S3 system. The automated attendant function allows the callers to enter a User ID and Perfect Voice Tis16S3 processes the call based upon the User ID entered.

Secondary Attendant When Perfect Voice Tis16S3 is configured as the secondary attendant, a person answers a caller who dials

your company’s main telephone number. However, if the caller dials a secondary or “back door” telephone number, or if there is more call activity than the human attendant can handle, Perfect Voice Tis16S3 answers the call. The calls are then processed just as if the Perfect Voice Tis16S3 were a primary attendant.

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Terms

Voice Messaging In this mode, a call is directed to Perfect Voice Tis16S3, because the User is not available to take the call.

Perfect Voice Tis16S3 then records a message for the User. This is voice messaging.

Users

Normal Users Normal Users are those individuals who have a physical extension number on the telephone system that

Outside Mailbox Users Outside Mailbox Users are those individuals who do not have a physical extension number on the telephone

Audiotext Mailbox An Audiotext Mailbox is not associated with a specific telephone extension and does not take messages.

Auto-Detect Users Two Auto-Detect Users are pre-defined (990=fax extension, 991=TDD extension).

Single Digit Users Single Digit Users available are 1, 2, 3, 4, 5, and 6. These Users may also be defined as audiotext boxes

and/or transfer boxes.

System Codes

Pre-Defined System Codes The pre-defined system codes are as follows:

• System Access code: 7

• Hang-up, or Endcall code: 998

• Direct to take a Message: 997

• Direct to Personal Greeting: 8

• Directory Assistance: 9

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Teleco Perfect Voice Tis 16 Installation Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Perfect Voice Tis16S3 Installation Reference Guide

Introduction

What is Perfect Voice Tis16 Series 3?

Configurations

Users

System Codes

What Perfect Voice Tis16S3 Can Do For Callers

What Perfect Voice Tis16S3 Can Do For Users

Installation

Installer Requirements

Required Materials

Installation Overview

Step 1: Unpack and Inspect Perfect Voice Tis16S3

Step 2: Install BSIS Card if using SMDI Integration on Strata CIX

Step 3: Program Telephone System

Programming Toshiba Strata CIX Telephone Systems

Part I – Station Programming (Programs 200, 209, 218)

Program 200: Station Data Assignment

Program 209: Hunt Groups

Program 218: Station Hunt Assignments

Part II (a) – System Programming for In-band Signaling (Programs 579, 580)

Program 579: System Voice Mail Data

Program 580: Voice Mail Port Data

Part II (b) – System Programming for SMDI (Programs 579, 580, 804, 803)

Program 579: System Voice Mail Data

Program 580: Voice Mail Port Data

Program 804: Voice Mail Port Data

Program 803: SMDI Port Assignments

Step 4: Shut Down Telephone System

Step 5: Install Perfect Voice Tis16S3

1. Locate available slot for Tis16S3.

2. Install Perfect Voice Tis16S3 according to the following steps.

Step 6: Restart CIX and Verify Perfect Voice Tis16S3 Is Functioning Properly

Step 7: Configuring the System

A. Set the System Date & System Time

B. Selecting the Telephone System Type

C. Selecting a Pre-configured Dialplan

D. Record System Greetings and Whattodos

System Greeting Scripts

Pre-Defined Users For Greetings and Whattodos

Recording System Greetings

Manually Select the Open or Closed Mode

E. Setting the Business Hours

To set the business hours:

F. Setting Up Single Digit Users

Setting Up Transfer-Only Single Digit Users

Setting Up Single Digit Audiotext Users

G. Changing the Default Operator

Programming the Default Operator’s Extension

H. Configure Auto-Transfer to Fax Extension

I. Configure Auto-Transfer to TDD Equipment

J. Configuring the System for SMDI

K. Pager Notification

Notification Cycle

L. Directory Assistance

Search Directory Assistance by First or Last Name

Set up Users for Directory Assistance

Additional fields related to Directory Assistance

Training

Console Operator Training

System Administrator Training

User Training

Final Cutover

Troubleshooting

Symptom: The auto-attendant will not answer

Symptom: Pager notification is not functioning

Symptom: Calls forwarded to voicemail go the main greeting rather than personal greeting

Symptom: The auto-attendant will not successfully transfer calls.

System Administration

System Administrator Menu

Users on the Perfect Voice Tis16S3

Normal Users

Outside Users

Standard Audiotext Users

Single Digit Audiotext and Transfer-Only Users

Operator