Vidicode Anuncio PRI, Anuncio BRI, Anuncio ISDN II User Manual

Voice Server Anuncio

Voice Server Anuncio Voice Server Anuncio

Voice Server Anuncio

for ISDN II & PRI

for ISDN II & PRIfor ISDN II & PRI

for ISDN II & PRI

Manual

ManualManual

Manual

V2.

V2.V2.

V2.1111

VC2007

Recorder

RecorderRecorder

Recorder----keys desktop model

keys desktop modelkeys desktop model

keys desktop model

Record Backward Stop Pause/Play Forward Skip

Recorder keys 19” model

Recorder keys 19” modelRecorder keys 19” model

Recorder keys 19” model

On the 19” model the numerical keys and the recorder keys are combined. This is possible because depending on the selected procedure the function of the keys is always obvious.

About the recorder keys on all models

About the recorder keys on all modelsAbout the recorder keys on all models

About the recorder keys on all models

During recording and playback the recorder keys have the standard recorder key functions.

Otherwise the and keys can be used to scroll through a selection of recordings, numbers in a number list or through a settings

menu. The key will always exit the current operation. When editing text they function as explained in the table of the alpha-numerical functions below.

Function

FunctionFunction

Function----keys desktop model

keys desktop modelkeys desktop model

keys desktop model

Function keys 19” model

Function keys 19” modelFunction keys 19” model

Function keys 19” model

Alfa

AlfaAlfa

Alfa----numerical functions

numerical functionsnumerical functions

numerical functions

Care and Maintenance

Care and MaintenanceCare and Maintenance

Care and Maintenance

Keep the Voice Server dry. If it gets wet, wipe it dry immediately with a soft, clean cloth. Liquids might contain minerals that corrode the electronic circuits.

Use and store the Voice Server only in temperature conditions between 0 and 40 degrees Celsius. Temperature extremes can shorten the life of electronic devices and distort or melt plastic parts.

Keep the Voice Server away from excessive dust and dirt.

Do not use aggressive chemicals, cleaning solvents or strong detergents to clean the Voice Server.

Contents

ContentsContents

Contents

1 Introduction .................................................................. 10

1.1 Basic functions....................................................................10

1.1.1

Call Transfer and Call Queue................................................10

1.1.2

Call Statistics..........................................................................11

1.2 Network .............................................................................. 11

1.3 Pass Through connection system......................................11

2 Installation .................................................................... 13

2.1 What is in the box? ............................................................ 13

2.2 Connecting the power supply...........................................14

2.2.1

On the desktop model ..........................................................14

2.2.2

On the 19” model..................................................................14

2.3 Connecting the ISDN lines ................................................. 15

2.3.1

Connecting to Basic Rate ISDN .............................................18

2.3.2

Connecting to E1 Primary Rate ISDN ...................................20

2.4 Connect the network ......................................................... 21

2.5 Disconnecting ISDN............................................................21

3 Voice server configuration software ........................... 22

3.1 Attendant List.....................................................................22

3.1.1

Time table..............................................................................23

3.2 Transfer Actions .................................................................26

3.3 System messages ...............................................................27

4 Getting started on configuration................................. 29

4.1 Operation basics.................................................................29

4.1.1

Function keys.........................................................................29

4.1.2

Soft keys ................................................................................29

4.1.3

Frequently used key indicators ............................................30

4.1.4

Save Changes ........................................................................30

4.2 ISDN procedures.................................................................30

5 System configuration....................................................32

5.1 Opening the System menu................................................32

5.2 Call Statistics.......................................................................32

5.3 Answering time..................................................................32

5.4 No Answer Timeout ........................................................... 33

5.5 Connection..........................................................................33

5.6 Total lines ...........................................................................33

5.7 Protect the Voice Server with a Password ....................... 34

5.8 Remove Password protection ...........................................35

5.9 Set the Clock.......................................................................35

5.10

Set the Language ............................................................36

6 Configuration of the Ethernet interface...................... 37

6.1 Network active ................................................................... 37

6.2 FTP active ............................................................................ 38

6.3 FTP user...............................................................................38

6.4 FTP password......................................................................39

6.5 FTP server port ...................................................................39

6.6 DHCP server ........................................................................ 40

6.7 IP address............................................................................40

6.8 IP subnet mask ...................................................................41

6.9 Gateway..............................................................................41

6.10

IP name ............................................................................42

6.11

E-mail ...............................................................................42

6.12

Reply address ..................................................................43

6.13

SMTP server IP address...................................................43

6.14

SMTP-server port ............................................................44

6.15

Domain name ..................................................................44

6.16

DNS server .......................................................................45

6.17

NTP server........................................................................46

6.18

NTP port...........................................................................46

6.19

GMT correction................................................................47

6.20

Telnet ...............................................................................47

6.21

Service timer....................................................................48

6.22

Monitor active.................................................................48

7 The Attendant list......................................................... 49

7.1 More about the Attendant list..........................................51

8 Transfer messages ........................................................54

8.1 Direct Connect and Notification messages ...................... 54

8.2 Call Queue Transfer Messages .......................................... 56

8.2.1

Introduction to Call Queues .................................................56

8.2.2

Configuration of the Call Queue..........................................58

8.2.3

More about Call Queues.......................................................60

9 System messages ..........................................................63

10 Acknowledgements.................................................65

10.1

Guarantee........................................................................65

10.2

Liability ............................................................................65

11 Appendix A Call Statistics........................... 66

11.1

Example of the customer support department............ 66

11.2

The example of many unanswered calls ......................67

11.3

Call Statistics when the Voice Server is in service .......67

11.4

VC Reports software.......................................................67

11.4.1

Introduction to the report software ................................68

11.4.2

Filtering and searching......................................................68

11.4.3

Statistics .............................................................................69

12 Index.........................................................................72

1 Introduction

The main features of the Anuncio are: Call Queuing, Call Transfer and Call Statistics.

There are two PC programs available: One to configure the Voice Server Anuncio over the network and another for the Call Statistics, to analyse and produce displays as graphic or numeric charts.

The set up of the Voice Server can be done with the Voice server Configuration software or on the keyboard on the VS itself. For more complex settings however, it is recommended to use the special Voice server Configuration software. This software is connected with the Anuncio through the LAN and is easy to use.

The Anuncio is normally connected between the NT (network termination point) and the PBX. However, the Anuncio can also operate "stand alone", connected only to the NTP or behind a PBX on a suitable ISDN extension card.

Voice Server Anuncio is made for basic rate (BRI) or primary rate (PRI) ISDN lines. There are three types available as desktop (BRI only) or 19” models:

• Voice Server PRI for one E1 line for up to 30 channels

• Voice Server BRI for two S0 lines for up to 4 channels

• Voice Server BRI for four S0 lines for up to 8 channels

A Voice Server always has an internal drive and a network interface.

This manual applies to all variations of the Voice Server Anuncio. The operation is kept almost the same between models.

1.1 Basic functions

The Anuncio provides all common announcer services used in telephone systems:

1.1.1 Call Transfer and Call Queue

The Anuncio can transfer a call to an extension. This can be automated and influenced by the schedule or based on the selection in the call attendant menu. When a call is transferred this can be announced with a spoken message. When stations are busy the Voice Server can create a queue of callers waiting to be served. The caller will be informed about

the progress that he makes in the queue. In between he can listen to music or spoken information.

1.1.2 Call Statistics

A Voice Server is usually bought to cope with an existing problem in the handling of telephone calls. Many problems however are unknown. Quite often it is unknown how many calls remain unanswered and how they are distributed over departments or times of the day. To come up with a good solution it is important that you analyse the data of a certain period, of departments, etc.

After installing the Anuncio it is important to keep track of the call statistics. When you create a call queue for example and the callers have to wait too long in the queue you will loose them.

1.2 Network

The Anuncio features an Ethernet interface. It can be connected to a PC or computer network through the Ethernet interface. With its own IP address it will act as an FTP-server from which files can be downloaded using any FTP client.

The network interface has many applications: The Anuncio can be configured and controlled from a PC in the network. For many users this will be the preferred way to configure the Anuncio. Configuration software for PC’s with Microsoft Windows is included with the product or can be downloaded from our website www.vidicode.com.

1.3 Pass Through connection system

A Voice Server will be connected between the public telephone network and your telephone system. All ISDN channels pass through the internal bus of the Anuncio and it can take control at any time. Pass Through is also occasionally called In-Line. As a consequence of the pass through connection the Anuncio can also intercept the D-channel and therefore control signalling between the telephone system and the network. This is used to filter numbers sent by the PBX so that they are not sent to the line. It can be used to capture commands from the user to the recorder which has several applications that will be explained in this manual. Because of pass through mode the Anuncio is equipped with loopthrough relays to prevent disrupting telephone communication in case of a power failure or another malfunction. The loop-through relays then

close to fall back into passive mode and ongoing telephone calls are not disconnected.

2 Installation

2.1 What is in the box?

The following parts are supplied with your Voice Server Anuncio:

19” model PRI

Mains cable (not available for Switzerland and Australia) ISDN cable with two RJ45 connectors Brackets with screws for rack mount This manual

Desktop model BRI

Mains power supply adapter and cable 2 or 4 ISDN cable with two RJ45 connectors (2 meter) 2 or 4 ISDN cable with two RJ45 connectors (30 centimetres) 2 or 4 ISDN T-adapters Headset This manual

19” model BRI

Mains cable (not available for Switzerland and Australia) 2 or 4 ISDN cable with two RJ45 connectors (2 meter) 2 or 4 ISDN cable with two RJ45 connectors (30 centimetres) 2 or 4 ISDN T-adapters Brackets with screws for rack mount Headset This manual

2.2 Connecting the power supply

2.2.1 On the desktop model

The Anuncio desktop model is only available for the BRI version and is powered through an AC power adapter. It does not have an On/Off switch; the Voice Server is turned on by connecting the power supply.

2.2.2 On the 19” model

Use the supplied mains cable. The Anuncio does not have an On/Off switch; it is turned on by connecting the power supply. In some countries (Switzerland, Australia) no mains cable is supplied because it is not available in the country of manufacture (The Netherlands). Any standard computer mains cable will do.

2.3 Connecting the ISDN lines

Voice Server Anuncio desktop model

Voice Server Anuncio desktop model Voice Server Anuncio desktop model

Voice Server Anuncio desktop model

1. Menu keys

2. Display

3. Function keys

4. Speaker

5. Alfa-Numerical keys

6. CryptoCard reader (not used)

7. CD Drive (unavailable)

8. Recorder keys

9. Speakerphone key

10. Volume adjustment

Voice Server Anuncio Desktop model ISDN II Connections

Voice Server Anuncio Desktop model ISDN II ConnectionsVoice Server Anuncio Desktop model ISDN II Connections

Voice Server Anuncio Desktop model ISDN II Connections

1. Power

2. Loudspeaker

3. Microphone

4. RS232 serial connection

5. Ethernet/LAN

6. ISDN BRI 4

7. ISDN BRI 3

8. ISDN BRI 2

9. ISDN BRI 1

Voice Server Anuncio ISDN II 19” model

Voice Server Anuncio ISDN II 19” modelVoice Server Anuncio ISDN II 19” model

Voice Server Anuncio ISDN II 19” model

1. CD-drive (unavailable)

2. Internal loudspeaker

3. Menu keys

4. Display

5. Function keys

6. Alfa-Numerical / Recorder keys

7. Loudspeaker

8. Microphone

9. RS232 serial connection

10. Ethernet/LAN

11. ISDN BRI 4

12. ISDN BRI 3

13. ISDN BRI 2

14. ISDN BRI 1

Voice Server Anuncio PRI 19”model

Voice Server Anuncio PRI 19”modelVoice Server Anuncio PRI 19”model

Voice Server Anuncio PRI 19”model

1. CD-drive (unavailable)

2. Internal loudspeaker

3. Menu keys

4. Display

5. Function keys

6. Alfa-Numerical / Recorder keys

7. Loudspeaker

8. Microphone

9. RS232 serial connection

10. Ethernet/LAN

11. ISDN PRI Out

12. ISDN PRI In

2.3.1 Connecting to Basic Rate ISDN

The Voice Server BRI is connected in series between the NT1 line port and other equipment

Per line you have received a T-splitter a long 8 wire ISDN cable and a short 8 wire ISDN cable. Take the line of your existing equipment from the NT1 box and connect it to the NT port of the splitter. Use one cable to connect the port labelled “ISDN” on the splitter with the port labelled ISDN 1 on the Voice Server. Connect the port of the splitter labelled TE with the NT1 box. Make the same connections for the ports ISDN 2, 3 and 4. The figure is an example of a possible setup of the Voice Server BRI.

Connections ISDN II

Connections ISDN IIConnections ISDN II

Connections ISDN II–––– desktop model

desktop model desktop model

desktop model

Connections ISDN II

Connections ISDN IIConnections ISDN II

Connections ISDN II–––– 19” model

19” model 19” model

19” model

2.3.2 Connecting to E1 Primary Rate ISDN

The Voice Server PRI is connected in series to the E1 ISDN line between the line port and other equipment. With the Voice Server you have received a cable with two RJ45 connectors. This cable is used to connect the Voice Server PRI to the wall socket. The existing cable can be used to connect the Voice Server PRI to the PBX as is shown in the figure below.

Connections Anuncio PRI

Connections Anuncio PRI Connections Anuncio PRI

Connections Anuncio PRI –––– 19” model

19” model 19” model

19” model

2.4 Connect the network

The network is connected using a generic network cable. This cable is not supplied with the product.

2.5 Disconnecting ISDN

In all of the situations pictured above, you are leading the telephone lines through the Voice Server. This means that you temporary disconnect the telephone system from the network. Therefore you may want to connect the voice server after office hours. When you have connected the Voice Server you must check if the telephone can be used again for external calls. If you have followed the instructions this should not be a problem. The Voice Servers assumes the most common wiring pattern. Especially with a Primary Rate line the wiring might be different because wiring is not specified as part of the ISDN standard. If there is a problem, nothing will be damaged but you may need assistance from your dealer to provide the correct cable.

3333 Voice server configuration

Voice server configurationVoice server configuration

Voice server configuration software

softwaresoftware

software

The easiest way to configure the Voice Server Anuncio is using the Voice server Configuration software. However, the Anuncio System setup has to be done first, on the Anuncio itself. Please read Chapters 4 and 5 and follow the instructions, after that, return to this chapter.

The software is on the CD and starts automatically when the CD is entered in the CD drive of the PC. The installation key is provided with the software. This is what you will see after the Voice server Configuration software is installed.

3.1 Attendant List

Please read Chapter 7.1 for detailed information on the Attendant list. The Attendant List is a list of phone numbers that are handled by the Announcer, each entry in the Attendant List has 2 fields, a phone

+ 51 hidden pages

Vidicode Anuncio PRI, Anuncio BRI, Anuncio ISDN II User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual