User's Guide To Voice Mail System
Overview
This chapter discusses the concepts of the System Editor that you use to build and maintain your Voice Mail application. You will become familiar with the various objects used as the building blocks of your own system. The manual explains how it works and how you use the editor to create, configure and manipulate that object. Specifically, this chapter explains to you:
Terms
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Clipboard |
A special storage area in Windows that temporarily stores cut or copied information, such as text or speech files. |
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Control |
A graphic representation on a box that you use to perform a function or feature. A control may be a field, check box, or button. |
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Default |
Any preset or preselected item, control, or field. Most commonly, the default setting of a control is the normal or recommended setting. |
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Menu Bar |
This contains a list of menu headings. Clicking on a menu heading displays the menu corresponding to the selected menu heading. The menu options relate to the menu heading they fall under. |
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Object ID Number |
A number used to identify tree objects in the tree. The ID number of an object is the sum of all touch tones a caller would press to get to that object from the Initial Prompt. |
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Tool Button Ribbon |
This is a vertical display of buttons that allow you to edit and modify the tree. These buttons correspond to menu commands located under the menu headings on the tool bar. |
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Tree Objects |
These are the components you use to make your system. There are three types of tree objects you may use: Prompts, Mailboxes, and Control points. These three objects allow you to design your entire Voice Mail system. |
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Work Area |
This portion of the program window displays the existing tree structure for your Voice Mail system. |
When we say 'Tree', we're referring to the structure of your Voice Mail application as it appears in the work area. Think of your system tree as a family tree -- a family tree has branches, and so does the system tree of your Voice Mail application. Keeping with this visualization, you can see that this matriarchal family tree has mothers, grandmothers, great grandmothers, daughters, grand-daughters, nieces, and so on. Figure 14 illustrates this comparison of the family tree to the system tree:
Figure 14 - The Family tree and the System Tree
As with any family tree, all of the children spring from their ancestors. These children have children, and the tree begins to branch and grow.
To carry the family tree analogy a step further, a family tree has a main ancestor from which branches of relatives grow. From those branches, other branches grow, and branches grow from those branches, and so on. The Voice Mail system works the same way. Knowing this, let's look at the Voice Mail tree again:
Figure 15 - The Voice Mail system tree
You can see why the structure is called a tree. All ECS Phone applications share this structure. This tree structure then is a representation of how a caller would use touch-tones to move around the system.
For Example: Suppose a caller calls into the example Voice Mail system. The first thing they hear is the welcome speech on the System Greeting object. They then hear the first menu on the Initial Prompt (Menu). At this point, the caller has a number of choices: They can press the "1" key to leave a message for the Administrator of the system, "2" to access the Harrison Realty Mailbox group, "3" to leave a message for Tom Becket, "4" to leave a message for Arthur Dent, and "99" to exit the system. Figure 16 shows the caller's progress in the tree so far:
Figure 16 - The caller's progress in the tree
The Initial Prompt is a type of Prompt, and a Prompt waits for a touch tone before it does anything. The caller decides to press 1, which means they move to the tree object of the same number. This is the System Administrator Mailbox, as shown in Figure 17:
Figure 17 - The caller moves to the System Administrator Mailbox
At this point, the caller listens to the Greeting speech on the System Administrator Mailbox. This speech tells the caller to leave a message that includes a number they can be reached at.
The caller hears a beep after this speech, and they leave a message. When they finish, they hang up.
This is how a typical call works. It's as simple as pressing a few buttons, then leaving a message in the appropriate box. A more complicated call may involve the caller moving to a Mailbox within a Mailbox Group. This means that the caller may have to choose from another menu or two before actually leaving a message.
There are two permanent tree objects that act as originating ancestors for the system tree, and three objects that you may use to create 'branches' in the Voice Mail system tree. We'll discuss the purpose of each of these elements, and how they work in the system tree.
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System Greeting - This object appears in the tree in the upper left corner of the Work area (it's that small blue rectangle with an "S" on it). This is the first object in the tree that callers reach when they call into the system. The System Greeting usually contains a speech that welcomes the caller to the system, as well as some system controls. This is a permanent object in the tree. |
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Initial Prompt - This tree object appears as a small red folder, located directly under the System Greeting. Normally, you record instructions for callers using the system, onto this object, as well as a menu of options. This tree object is also a permanent object in the tree. |
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Prompt - This object allows you to do a number of things, but its basic purpose is to prompt the caller for a touch-tone response. A Prompt commonly acts as a menu for its children (i.e. branches coming from this Prompt branch). You may also configure a Prompt to allow a Branch Administrator to control a Mailbox group using this Prompt. A Prompt appears as a small green folder. |
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Mailbox - This tree object's basic purpose is to store the messages that callers leave for the Mailbox owner. You may also configure the Mailbox to limit the number of stored messages, delete old messages, and to use message forwarding. The Mailbox object appears as a small brown rectangle with an "M" on it. |
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Control Point - A Control Point appears as a small pink rectangle with a "C" on it. Control Points allow you to perform special functions. Its primary function is to 'chain' to another ECS Phone application. This means that you may access part of another application through the Voice Mail system tree. |
Now that you've been introduced to the tree objects, you know their purpose. This section now builds upon the previous discussions by stating the rules and details of each object and its controls. This section also relates each of these objects to the example system tree we shipped to you.
The System Greeting
As stated previously, the System Greeting is the first thing the caller hears when they call into the system. Think of it as a sort of welcome mat at the front door of your system.
The Details
Figure 18 shows how the System Greeting box appears:
Figure 18 - The System Greeting box
The parts and purpose of the System Greeting box are as follows:
Next Prompt - This field allows you to enter the 'address', or object ID of the next tree object you wish to activate. Normally, this is set to "01", which is the address of the Initial Prompt object (this is the default setting). This means that after this object finishes its task (this includes playing a recorded speech), it goes then to the Initial Prompt tree object. This field is 'number specific', which means that you may only enter numbers into this field.
Ring Count Before Answering - This field allows you to set the number of times your phone rings before answering and starting your Voice Mail system. This field is 'number specific', which means that you may only enter numbers into this field.
Maximum Announcement Time - This field allows you to set the maximum amount of time a mailbox greeting speech can be. The entry is made in seconds, so '240' would be four minutes for the Mailbox greeting. If you do not want to limit the time, you may leave this field blank. This field is 'number specific', which means that you may only enter numbers into this field.
Forwarding Interval in minutes - If you are using call forwarding, this field allows you to enter the interval (in minutes) between forwarding retries. The initial forwarding of the message is performed right after the caller leaving the message hangs up. If the forwarded message is not received (i.e., the line is busy, or unanswered, or the message is not accepted), then the retries begin at the chosen interval. This field is 'number specific', which means that you may only enter numbers into this field.
Maximum Recording Time - This field allows you to set the maximum amount of time a mailbox records a left message. The entry is made in seconds, so '120' would be two minutes for the caller to leave a message in a Mailbox. If you do not want to limit the time, you may leave this field blank. This field is 'number specific', which means that you may only enter numbers into this field.
Forwarding Retries - In this field, you may enter the number of times that each message left is forwarded. If all of the retries are used, then the message simply remains in the Mailbox where it was left. This control only works if message forwarding is being used. This field is 'number specific', which means that you may only enter numbers into this field.
Enable Speech - Clicking on this check box allows you to enable or disable the speech associated with this object. If an "X" appears in the box, the speech is 'enabled', meaning that it plays to a caller. If the box is left blank the speech is 'disabled', meaning that no message plays to a caller. When you disable a speech, the Play and Record buttons turn a sort of gray color. This signifies that the speech is disabled, and therefore may not be played or recorded. Also, you may not change the script of a disabled speech.
Script - You use this field as part of the speech recording procedure. This field, when activated, allows you to enter as much text as you wish. This text acts as a 'script' for the speech when you record. This eliminates the need for a bunch of hand-written speech notes cluttering your desk. We'll talk more about recording speech later.
Play button - Clicking on this button allows you to play the speech associated with the object, if the object has a speech recorded for it. This is useful if you want to hear a speech recorded for this object.
Record button - This button allows you to begin recording speech for a tree object. We'll talk more about recording speech later.
OK button - This button confirms the settings on the object. If you made any changes, the changes save and you return to the tree view.
Cancel button - This button allows you to avoid saving any changes and return to the tree view. You use this button when you've made some changes that you decide not to keep, and you want the tree object to return to its original format.
Status line - This is the area at the bottom of the box that displays notes pertaining to the parts of the box. For instance, you can move the mouse pointer to a control on the box and receive information pertaining to the function or purpose of that control.
In The Example System Tree
Looking at the System Greeting box in the example system tree (Figure 18), we can see that the current setup answers the phone after the second ring, plays the greeting speech, then goes to the Initial Prompt. The 'behind the scenes' controls allow for a maximum announcement time of 240 seconds (4 minutes), a maximum recording time of 120 seconds (2 minutes), a message forwarding interval of five minutes, and ten message forwarding retries.
Initial Prompt (menu)
Our discussion of the System Greeting now takes us to the Initial Prompt object. This object, like the System Greeting, is a permanent tree object. Figure 19 shows the Initial Prompt box so you can take a closer look:
Figure 19 - The Initial Prompt box
The Details
Description - This field contains the information that describes the function of the object (i.e., the object's name). This text also appears in the system tree, to the right of the object.
Enable Auto-Menu - This check box controls whether or not the Initial Prompt reads a list of choices. This list is composed of the recorded ID speeches for each object on this branch of the tree (i.e., a direct child of this parent Prompt) . If an "X" appears in the box, then the auto-menu is enabled and works normally. If the check box is empty, then the auto-menu is disabled (and thus, doesn't play an auto-menu). The Auto Menu function saves you the trouble of recording a menu as a speech. Also, the auto-menu changes automatically to reflect changes in the tree structure.
No TT Jump - This field allows you to handle callers who call into your Voice Mail system using a non-touch tone (rotary) phone. They may not use the system to its full extent, so this option allows them to get at least something out of your system. It is quite acceptable to route the non-touch tone caller to a system Mailbox, giving them the opportunity to leave a message. This field is 'number specific', which means that you may only enter numbers into this field.
Enable Speech - Clicking on this check box allows you to enable or disable the speech associated with this object. If an "X" appears in the box, the speech is 'enabled', meaning that it plays to a caller. If the box is left blank the speech is 'disabled', meaning that no message plays to a caller. When you disable a speech, the Play and Record buttons turn a sort of gray color. This signifies that the speech is disabled, and therefore may not be played or recorded.
Script - You use this field as part of the speech recording procedure. When the Enable Speech check box contains an "X", this field allows you to enter as much text as you wish. This text acts as a 'script' for the speech when you record. This eliminates the need for a bunch of hand-written speech notes cluttering your desk. We'll talk more about recording speech later.
Play button - Clicking on this button allows you to play the speech associated with the object, if the object has a speech recorded for it. This is useful if you want to hear a speech recorded for this object.
Record button - This button allows you to begin recording speech for a tree object. We'll talk more about recording speech later.
OK button - This button confirms the settings on the object. If you made any changes, the changes save and you return to the tree view.
Cancel button - This button allows you to avoid saving any changes and return to the tree view. You use this button when you've made some changes that you decide not to keep, and you want the tree object to return to its original format.
Status line - This is the area at the bottom of the box that displays notes pertaining to the parts of the box. For instance, you can move the mouse pointer to a control on the box and receive information pertaining to the function or purpose of that control.
In the Example System Tree
Looking at the Initial Prompt information, you may deduce the purpose of this tree object: When the caller reaches this tree object, they hear the instructional speech recorded for this object (the script for this speech appears in the Prompt Script field). They then hear the auto-menu, which plays a menu of the Mailboxes and Prompts the caller may access. The auto-menu also tells the caller which numbers to press on their phones to access these messages.
Currently the No TT Jump field contains a "1". This is the ID number for the System Administrator Mailbox. This means that a non-touch tone caller can at least leave a message for the System Administrator regarding the nature of their call. The ID number of an object is the sum of all of the touch tones you would press to get to the object from the Initial prompt.
At this point, the touch-tone caller could branch to one of five places. The auto-menu on the Initial Prompt gave the caller the following choices:
"System Administrator, 1; Harrison Realty, 2; Tom Becket, 3; Arthur Dent, 4; Hang up and leave the system, 99."
Prompts
A Prompt's primary job is to wait for a touch-tone, then go to the object that corresponds to that touch-tone. You may also use a Prompt to control a Mailbox group, as a Branch Administrator would. Figure 20 shows how the Prompt box appears:
The Details
Description - This field contains the information that describes the function of the object (i.e., the object's name). This text also appears in the system tree, to the right of the object.
Play ID button - This button allows you to play the ID speech for the Prompt. Playing is discussed in the section entitled "The Play Box".
Record ID button - This button allows you to record the ID speech for the Prompt. The system uses this speech so that this object may be identified on a parent's auto-menu. Recording is discussed in the section entitled "The Record Box".
Enable Auto-Menu - This check box controls whether or not the Prompt reads a list of options. This list of choices is composed of the recorded ID speeches for each object on this branch of the tree (i.e., a direct child of this parent Prompt) . If an "X" appears in the box, then the auto-menu is enabled and works normally. If the check box is empty, then the auto-menu is disabled (and thus, doesn't play an auto-menu). The Auto Menu function saves you the trouble of recording a menu as a speech. Also, the auto-menu changes automatically to reflect changes in the tree structure.
Enable Group Broadcast - This check box allows you to enable a Branch Administrator to make 'Group Broadcasts'. This means that the Branch Administrator could call in and leave the same message in every Mailbox that is below the parent Prompt.
Enable Group Retrieve - This check box allows you to enable a Branch Administrator to retrieve any and all messages in the Mailboxes that are direct children of the Prompt.
Enable Group Add - This check box allows you to enable a Branch Administrator to add Mailbox tree objects to their Mailbox group. This means that the added Mailbox would be a child of this Prompt.
Allow Branch Enable/Disable - This check box allows you to enable a Branch Administrator to enable or disable any or all of the Mailboxes in its Mailbox group.
Branch Password - This field allows you to enter a password that a Branch Administrator would use to access the system. You may use from one to ten numbers for the branch password. The Branch Administrator uses this password when they call in to remotely modify their branch of the system. This field is 'number specific', which means that you may only enter numbers into this field.
Enable Speech - Clicking on this check box allows you to enable or disable the speech associated with this object. If an "X" appears in the box, the speech is 'enabled', meaning that it plays to a caller. If the box is left blank the speech is 'disabled', meaning that no message plays to a caller. When you disable a speech, the Play and Record buttons turn a sort of gray color. This signifies that the speech is disabled, and therefore may not be played or recorded.
Script - You use this field as part of the speech recording procedure. When the Enable Speech check box contains an "X", this field allows you to enter as much text as you wish. This text acts as a 'script' for the speech when you record. This eliminates the need for a bunch of hand-written speech notes cluttering your desk. We'll talk more about recording speech later.
Play button - Clicking on this button allows you to play the speech associated with the object, if the object has a speech recorded for it. This is useful if you want to hear a speech recorded for this object.
Record button - This button allows you to begin recording speech for a tree object. We'll talk more about recording speech later.
OK button - This button confirms the settings on the object. If you made any changes, the changes save and you return to the tree view.
Cancel button - This button allows you to avoid saving any changes and return to the tree view. You use this button when you've made some changes that you decide not to keep, and you want the tree object to return to its original format.
Status line - This is the area at the bottom of the box that displays notes pertaining to the parts of the box. For instance, you can move the mouse pointer to a control on the box and receive information pertaining to the function or purpose of that control.
In the Example Tree
There is only one Prompt in the example system tree, and it is the Harrison Realty Prompt. The caller reaches this Prompt by pressing the 2 key at the Initial Prompt. Figure 21 shows the settings for this Prompt's controls:
Figure 21 - The Harrison Realty Prompt's settings
This Prompt is enabled, so callers may access it. When the caller reaches this Prompt, they hear the introductory speech corresponding to the text in the Script field. The Auto-Menu function is currently enabled, so the caller hears the list of Mailboxes in this group. The caller may go to any of the five Mailboxes under this Prompt by pressing the key on their phone that corresponds with the desired Mailbox.
Mailboxes
Let's view the details of a Mailbox:
Figure 22 - The Mailbox
The main purpose of the Mailbox tree object is to allow callers to leave messages. The Mailbox stores these messages, and the Mailbox owner may later access his or her Mailbox and retrieve their messages.
The Mailbox box is divided into six groups of buttons and fields. These groups of controls pertain to Mailbox information, left messages, message forwarding, what happens when the object finishes its tasks, other settings, and the Mailbox script and speech. Let's look at the controls in these groups.
The Details
Description - This field contains the information that describes the function of the object (i.e., the object's name). This text also appears in the system tree, to the right of the object.
Include in TT Directory - The Include in TT Directory check box is an advanced feature in the Voice Mail application. For more information on this setting, refer to the section in this manual entitled "Advanced Functions and Features".
Play ID button - This button allows you to play the ID speech for the Mailbox. Playing is discussed in the section entitled "The Play Box".
Record ID button - This button allows you to record the ID speech for the Mailbox. The system uses this speech so that this object may be identified on a parent Prompt's auto-menu. Recording is discussed in the section entitled "The Record Box".
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You can select either the Goto option or the Hangup Phone option, but never both. If you select one option, the black dot appears in the corresponding circle. At the same time, the black dot in the other circle disappears, thereby unselecting the corresponding option. |
Hangup Phone - This option, when selected, tells the application to hang up the phone after completing the tasks for this Mailbox. |
Password - This field allows you to enter a password that the Mailbox owner would use to access their Mailbox, either to retrieve left messages or to record a Mailbox greeting speech. You may use from one to ten numbers for the Mailbox password.
Message Limit - This field allows you to enter the maximum number of messages that may be left in this mailbox. This field is 'number specific', which means that you may only enter numbers into this field.
Delete After __ Days - This field allows you to determine how long (in terms of days) your Voice Mail system will retain messages in the Mailbox before deleting them. You must enter data in this field if you want messages deleted. If you leave this field blank, then the messages will not automatically delete. This field is 'number specific', which means that you may only enter numbers into this field.
Enable Forwarding - When enabled, this check box allows the system to forward a message left in a Mailbox to a phone or beeper. If an "X" appears in the check box, then call forwarding is enabled.
Voice, Beeper, Display, Disabled - These are the different settings for the Enable Forwarding control. The Voice control allows you to forward the message in voice form to the phone number listed in the Phone field. The Beeper control tells the system to dial the Mailbox owner's beeper, notifying them that they have a call. The Display control tells the system to forward the system phone number to the Mailbox owner's display beeper, so they know they have a message in their Mailbox. You may choose only one of these controls at a time. The currently active control has a black dot in the circle to its left.
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Default dialing prefixes and suffixes may appear on Mailboxes. These default settings appear if you have entered numbers into the Dialing Prefix and Dialing Suffix fields on the Global Settings box in the Business Manager program. For more information on these controls or the Global Settings box, refer to the User's Guide to Business Manager. |
Prefix - This field allows you to enter any numbered code that would come before the forwarding phone number. Many offices and corporations use a dialing code before the phone number to ensure that the call goes to an outside line. This field is disabled when the Long Distance control is enabled. This field is 'number specific', which means that you may only enter numbers into this field. Suffix - This field allows you to enter any numbered code that would come after the forwarding phone number. Many offices and corporations use a billing code after the phone number to ensure that the call is charged to the correct person. This field is disabled when the Long Distance control is enabled. This field is 'number specific', which means that you may only enter numbers into this field. |
Long Distance - This check box determines whether or not the message forwarding will call long distance numbers. If an "X" appears in the check box, then this control is enabled. If this control is enabled, you will also notice that the Prefix and Suffix controls are disabled. Therefore, any prefix, suffix, or other dialing code must be entered into the Phone field.
Phone - This field allows you to enter the phone number that the message will be forwarded to (provided that message forwarding is enabled). This field is 'number specific', which means that you may only enter numbers into this field.
Left Messages - This field displays the date and time of all messages left in this Mailbox. If the word Old appears next to the message, then the message has been listened to. You may select a message to play or delete by clicking on the desired message.
Play Left Messages button - This button allows you to play messages left in this Mailbox. You simply select a message to play, then click this button and pick up your local phone.
Delete Left Messages button - This button allows you to remove messages left in this Mailbox. You simply select a message to delete, then click this button. The designation DEL appears to the left of the message, indicating that it will be deleted when you exit the mailbox by clicking the OK button.
Script - You use this field as part of the speech recording procedure. This field allows you to enter as much text as you wish. This text becomes the 'script' for the speech when you record. This eliminates the need for a bunch of hand-written speech notes cluttering your desk. We'll talk more about recording speech later.
Play button - Clicking on this button allows you to play the speech associated with the object, if the object has a speech recorded for it. This is useful if you want to hear a speech recorded for this object.
Record button - This button allows you to begin recording speech for a tree object. We'll talk more about recording speech later.
OK button - This button confirms the settings on the object. If you made any changes, the changes save and you return to the tree view.
Cancel button - This button allows you to avoid saving any changes and return to the tree view. You use this button when you've made some changes that you decide not to keep, and you want the tree object to return to its original format.
Status line - This is the area at the bottom of the box that displays notes pertaining to the parts of the box. For instance, you can move the mouse pointer to a control on the box and receive information pertaining to the function or purpose of that control.
In the Example Tree
There are eight Mailboxes in the example system tree, and they are divided into two groups. The first Mailbox, the System Administrator Mailbox, is there to allow callers and Mailbox owners to leave messages for the System Administrator. The other two Mailboxes that are children of the Initial Prompt are owned by individuals. The other five Mailboxes are children of the Harrison Realty Prompt, and are a separate Mailbox group.
The System Administrator and Individual Mailboxes
These Mailboxes are direct children of the Initial Prompt. Figure 23 shows these Mailboxes as they appear in the example system tree:
Figure 23 - The Initial Prompt and its Mailboxes
These Mailboxes are configured to do nearly the same thing. The only real difference comes in when you look at the Message Forwarding settings and Message Limit control.
System Administrator Mailbox - Figure 24 shows the System Administrator Mailbox:
Figure 24 - The System Administrator Mailbox
The caller would press the 1 key at the Initial Prompt to access this Mailbox. Looking at this Mailbox, you can see that the caller who reaches this mailbox hears the System Administrator's greeting speech and can then leave a message. When the caller finishes leaving their message, the Mailbox hangs up (as instructed by the activated Hangup Phone control) .
Some things worth noting are the controls in the Settings and Message Forwarding control groups. The Message Limit field is set to "99", which is the maximum setting for this control. By allowing a large number of messages to be left, the System Administrator can make sure that they receive all important messages. Also, the Delete After field contains "99", which is the maximum for this field. This allows the System Administrator plenty of time to get all of their messages.
Also, the Enable Forwarding control is active, the Voice control for Message Forwarding is selected, and the System Administrator's phone number at work appears in the Phone field. This means that any message left in their Mailbox forwards to the System Administrator's work phone.
Tom Becket Mailbox - Figure 25 shows the information for the Tom Becket Mailbox:
Figure 25 - The Tom Becket Mailbox
The caller would press the 3 key at the Initial Prompt to access this Mailbox. Looking at this Mailbox, you can see that the caller who reaches it hears the Mailbox owner's greeting speech, and then the caller may leave a message. When the caller finishes recording their message, they hang up and the system hangs up. If the message limit time is reached, the system also hangs up. This is your basic 'no-frills' Mailbox. The numbers in the Message Limit and Delete After _ Days fields are the default settings for these fields (i.e., values Automatically set by the system). The system also generates the Mailbox Password, but this may be changed by the System Administrator.
Arthur Dent Mailbox - This individual's Mailbox appears as shown in Figure 26:
Figure 26 - the Arthur Dent Mailbox
This box appears similar to the Tom Becket Mailbox, and only the Object ID, Password, Description, and Script are different. The function of this Mailbox is once again the 'no-frills' Mailbox.
The Harrison Realty Mailbox Group
Figure 27 shows the Mailboxes that branch from the Harrison Realty Prompt:
Figure 27 - The Harrison Mailboxes
Since each of these Mailboxes are very similar (only the ID's, Passwords, Descriptions, Scripts, and speeches are different), let's look at the function of this Mailbox group as a whole.
First, the caller presses 2 on their phone to get to this Mailbox group. They hear the Main speech on the Harrison Realty Prompt, which explains the workings of this Mailbox group. The Prompt's auto-menu plays the Mailbox choices to the caller, and they may leave a message for one of the realty agents. Notice that the first Mailbox is labeled Harrison Mailbox, general. This is so a caller can leave a general message for Harrison Realty, as opposed to a message for an agent.
Control Points
The purpose of the Control Point is to control the flow of events in the system tree. Not only does a Control Point allow you to go to another part of the tree, it also allows you to go to another ECS Phone application. Figure 28 shows the Control Point box:
Figure 28 - The Control Point box
The Details
Description - This field contains the information that describes the function of the object (i.e., the object's name). This text also appears in the system tree, to the right of the object.
Play ID button - This button allows you to play the ID speech for the Control Point. Playing is discussed in the section entitled "The Play Box".
This option will only work if the phone line that you are running your program on supports conference calling. For more information about using this control, see the chapter on "Advanced Functions and Features."
Record ID button - This button allows you to record the ID speech for the Control Point. The system uses this speech so that this object may be identified on a parent's auto-menu. Recording is discussed in the section entitled "The Record Box".
Chain To - This control that allows you to 'chain' the Voice Mail application to another ECS Phone application. 'Chaining' is simply linking one ECS Phone application to another, to utilize the special properties of another application. This comes in handy when you want to include a function in Voice Mail that appears in another ECS Phone application. Chaining is an advanced feature of the ECS Phone applications, and is discussed in the "Advanced Functions And Features" section in this manual.
Goto (For Chaining) - This field relates to the Chain To field. This field allows you to enter the ID number of an object in the application you chain to, so that the caller goes right to this object.
List Touch Tone Directory - This advanced option allows the caller to bypass the normal menu structure of the system so that they may search for an object by description. This option is used more commonly in a complex system tree that contains long menus of options. If you decide to use this option, refer to the "Advanced Functions And Features" section for details.
No Control Function - This option allows you to avoid selecting a control function, meaning the Chain To or List Touch Tone Directory controls.
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You may select either the Goto option or the Hangup Phone option, but never both. |
Goto - The Goto option allows you to go to another part of the tree. By activating the Goto option and entering a tree object's ID number (which is like its 'address' in the tree), the caller then goes to that object when this object finishes. Hangup Phone - This option, when selected, tells the application to hang up the phone after completing this Control Point's tasks. |
Transfer Caller to - This option, when selected, transfers the caller to another number. Then the application hangs up, leaving the caller connected to the new number. The application will then answer the next incoming call. In order to use this function with your application, you must have conference calling. For more information on this feature, see the chapter on "Advanced Functions and Features."
OK button - This button confirms the settings on the object. If you made any changes, the changes save and you return to the tree view.
Cancel button - This button allows you to avoid saving any changes and return to the tree view. You use this button when you've made some changes that you decide not to keep, and you want the tree object to return to its original format.
Status line - This is the area at the bottom of the box that displays notes pertaining to the parts of the box. For instance, you can move the mouse pointer to a control on the box and receive information pertaining to the function or purpose of that control.
In the Example Tree
The caller accesses the Exit System Control Point by pressing the 99 on their phone. Take a closer look at the Exit System Control Point:
Figure 29 - The Exit System Control Point
The first thing you should notice is that this Control Point has "99" as its ID number. The reason for this is so the caller won't accidentally exit the system by pressing a single touch tone.
The only activated control on this object it the Hangup Phone control. When the caller reaches this tree object, the system hangs up the phone.
The purpose of the Exit System Control Point is to give the caller a place to hang up (knowing it's safe to do so at an option called Exit System). You could make a system without a hang up point, but the caller might feel funny about just hanging up. The Exit System Control Point just makes hanging up a more comfortable procedure for the caller. If you decide not to provide your callers with a place to hang up, make sure at least tell them something like "You may hang up at any time during this call to exit this service". A message like this would best be placed with system instructions (like those found on the Initial Prompt).
Another reason for including a hang up Control Point is for using the Chain To function in the Combination Application. This hang up point allows the system to 'unchain' from the current application, and return to the Combination Application. The Combination Application is discussed in more detail in the User's Guide to Business Manager manual.
A tree object's ID number allows you to locate that object when you remotely access your system. Also, ID's allow you to know where an object is in the system tree.
If you look at your system tree, you'll notice that each object in the tree has a picture, number, and description associated with it. The number is the relative location of the object.
If you double click a tree object to view the detailed information box, you'll notice that in some cases the ID number for that tree object is different. This is because the ID Number is an absolute reference number for that card.
To illustrate this idea of relative and absolute ID's, let's look at the example tree in Figure 30:
Figure 30 - The example system tree
Looking at the Harrison Mailbox, general Mailbox, we see that its relative number is "11". This means that it has this ID relative to its Mailbox group. Now let's look at the detailed information for the Harrison Mailbox, general Mailbox:
Figure 31 - The Harrison Mailbox, general Mailbox
As you can see, the Mailbox ID is "211". This is the absolute Reference Number for this tree object. No other tree object may use this number (the application simply won't allow it). Due to the ID's uniqueness, it is this number that you use as a Reference Number when using the remote access part of the Voice Mail System Editor.
The maximum length of any object's ID is ten digits. If you feel the need for more, then your tree structure is too complex.
Also, consider that there is no rule that says an object's relative ID can only be a single digit. If this were the case, then you could only have ten objects at any level (1, 2, 3, 4, 5, 6, 7, 8, 9, 0). This would limit a Mailbox group to ten Mailboxes. In some cases, this is a good thing; a lengthy menu of items may wear on the caller and most callers can only handle four to five options on a menu.
The Script Editor is a large field that appears at the bottom of Mailboxes and Prompt boxes, as well as the Initial Prompt box. You use this field as part of the speech recording procedure. This field allows you to enter as much text as you wish. This text becomes the 'script' for the speech when you record. This eliminates the need for a bunch of hand-written speech notes cluttering your desk. Figure 32 shows an example of the Script Editor:
Figure 32 - The Script Editor
The white area of the box accepts text, as long as the Enable Speech option is active (i.e., the check box contains an "X"). The scroll bar along the right side of the text field allows you to move up and down through the text.
When you move the mouse pointer into the Script Editor field, the mouse pointer changes from an arrow to a script editing cursor. Figure 33 Shows this change:
Figure 33 - Mouse pointer change in the Script Editor
When you click anywhere in this field, a cursor appears. You may use the mouse to place the cursor where you want in a body of text.
The following is a list of keys you may use to perform certain movement and editing functions in the Script Editor:
|
Key or Key Combination |
Effect or Function |
|
Up Arrow |
Moves the cursor up through the text, one line at a time. |
|
Down Arrow |
Moves the cursor down through the text, one line at a time. |
|
Right Arrow |
Moves the cursor to the right, one character at a time. |
|
Left Arrow |
Moves the cursor to the left, one character at a time. |
|
PgUp |
Moves the cursor up one page (screen section). |
|
PgDn |
Moves the cursor down one page (screen section). |
|
Home |
Moves the cursor to the beginning of the current line. |
|
End |
Moves the cursor to the end of the line. |
|
Delete |
Deletes the characters to the right of the cursor, one character at a time. |
|
|
Deletes the characters to the left of the cursor, one character at a time. |
|
Ctrl+Home |
Moves the cursor to the absolute beginning of the text. |
|
Ctrl+End |
Moves the cursor to the absolute end of the text. |
|
Ctrl+ C |
Copies the selected (highlighted) text to the Clipboard. |
|
Ctrl+ X |
Cuts the selected (highlighted) text from the Script Editor to the Clipboard. |
|
Ctrl+ V |
Pastes the text in the Clipboard to the cursor's current location in the text. |
You use the Script Editor any time that you may record a speech (other than the ID speech).
The Record box is the box that appears when you click the Record button or the Record ID button on a Prompt box or Mailbox. You also see the Record box if you click the Record button on the Initial Prompt box, or the Record ID button on a Control Point box. You use this box to record the descriptions and speeches for your tree objects. Figure 34 shows how the Record box appears in the application:
Figure 34 - The Record box
The fields and controls on the Record box are as follows:
Auto Prompting - Enabling this feature allows the text to automatically scroll up through the Script Prompter.
Lines/Sec (for Auto Prompting) - This option allows you to adjust how fast the Auto Prompting scrolls through the text in the Script Prompter. This is represented by lines of text per second. The default setting for this field is 0.40 lines per second.
Speech Position - This display indicates how much of the speech time has elapsed out of the total length of the recording. The display shows the position minutes and seconds. This function is used primarily during playback to locate a certain section of the speech.
Length of Recording - This is a display of the total time the speech takes to play to a caller. The display shows the speech length in minutes and seconds.
Speech Scroll Bar - This is a graphical representation of the Speech Position display. The left of the scroll bar is the beginning of the speech, and the right is the end of the speech. You may move the scroll box by dragging it to the desired location on the scroll bar. This function is used primarily during playback to locate a certain section of the speech.
Play button - This button allows you to play the recorded speech.
Replay button - This button allows you to replay a speech from the beginning.
Stop button - This button allows you to stop the recording or playback of a speech.
Record button - This button allows you to begin recording a speech.
Transfer button - This button allows you to move a speech out to the Paste Buffer. This allows you to then move the speech to another tree object in the system tree. For more information on this advanced recording feature, refer to the "Advanced Functions and Features" section.
Replace button - This button allows you to move a speech from the Paste Buffer to a tree object in the Voice Mail application. For more information on this advanced recording feature, refer to the "Advanced Functions and Features" section.
.WAV Copy button - This button allows you to save a speech to a file, so that you can use a sound editing program, if you have one, to edit the speech. For more information on this advanced recording feature, refer to the "Advanced Functions and Features" section.
.WAV Paste button - This button allows you to copy a speech to a file back into your Voice Mail application (or even another ECS phone program). For more information on this advanced recording feature, refer to the "Advanced Functions and Features" section.
OK button - This button confirms the settings on the Record box, and also saves the speech you recorded. If you made any changes to the speech, the changes save and you return to the current tree object box.
Cancel button - This button allows you to avoid saving any changes and return to the detailed view of the current tree object. You use this button when you've made some changes that you decide not to keep, and you want the tree object's recording to return to its original format.
Status line - This is the area at the bottom of the box that displays notes pertaining to the parts of the box. For instance, you can move the mouse pointer to a control on the box and receive information pertaining to the function or purpose of that control.
The Play box is the box that appears when you click the Play button or the Play ID button on a Prompt box or Mailbox. You also see the Play box if you click the Play button on the Initial Prompt box, or the Play ID button on a Control Point box. You use this box to play back the descriptions and speeches you recorded for your tree objects. Unlike the Record box, you may not record any speech in the Play box. Figure 35 shows how the Play box appears in the application:
Figure 35 - The Play box
The fields and controls on the Play box are as follows:
Length of Recording - This is a display of the total time the speech takes to play to a caller. The display shows the speech length in minutes and seconds.
Speech Scroll Bar - This is a graphical representation of the Speech Position display. The left of the scroll bar is the beginning of the speech, and the right is the end of the speech. You may move the scroll box by dragging it to the desired location on the scroll bar. This function is used primarily during playback to locate a certain section of the speech.
Play button - This button allows you to play the recorded speech.
Replay button - This button allows you to replay a speech from the beginning.
Stop button - This button allows you to stop the playback of the speech.
Transfer button - This button allows you to move the current speech out to the Windows Clipboard for sound editing purposes. For more information on this advanced recording feature, refer to the "Advanced Functions and Features" section.
.WAV Copy button - This button allows you to save a speech to a file, so that you can use a sound editing program, if you have one, to edit the speech. For more information on this advanced recording feature, refer to the "Advanced Functions and Features" section.
Close button - This button allows you to close the Play box after playing the desired speech. Once you close the Play box, you return to the detailed view of the current tree object.
Status line - This is the area at the bottom of the box that displays notes pertaining to the parts of the box. For instance, you can move the mouse pointer to a control on the box and receive information pertaining to the function or purpose of that control.
The Insert Tree Object box appears whenever you add or paste a tree object to your system tree, or move an object to another part of the tree. Figure 36 shows how the Insert Tree Object box appears on the screen:
Figure 36 - The Insert Tree Object box
The parts of the Insert Tree Object box are as follows:
Reference Number - This tells you what the ID number of the inserted object is in relation to the tree. Remember that an object's ID is like its address in the system tree.
Touch Tone Number - The number that appears in this field is the number you would press from the appropriate menu to get to this object. The number that currently appears in this field is the default setting for this object (based on the other object ID's in this group). If you decide to change this number, make sure not to use a number that is the same as another object on the same auto-menu. If you do, the application displays a message telling you the number is in use.
Item Types - This control group determines which type of tree object to insert at the chosen location. A black dot appears in the circle to the left of the currently selected option. This indicates that this type of tree object is the object to add. You may click on another option if you wish to add a different tree object than the one currently selected.
OK button - This button confirms the settings on the Insert Tree Object box. The object you chose then appears in the system tree.
Cancel button - This button allows you to avoid adding the tree object to the system tree. The Insert Tree Object box closes, and nothing is added to the system tree.
Status line - This is the area at the bottom of the box that displays notes pertaining to the parts of the box. For instance, you can move the mouse pointer to a control on the box and receive information pertaining to the function or purpose of that control.
