User's Guide To Voice Mail System
Overview
This section discusses the workings of the Voice Mail system tree in more detail, and focuses on the usage of the tree objects. In the previous chapter, you saw how the existing tree looks and works, and you got a working idea of how the tree objects perform their allotted tasks. Now you will see how modifications to the tree structure affect the way the application works. When you change the structure of the system tree, you directly change the way it works.
When you have a system tree that you want to use but you want it to work slightly differently, you may quite often modify the existing objects in the tree to bring about these changes.
Modification of tree objects includes changing scripts and speeches, as well as changing the settings of an object's controls to alter the purpose of the tree object. In this chapter you will learn how to:
Terms
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Application |
An application is a program that you design, build, or otherwise modify so that it does what you want it to. We design programs, while you design applications. |
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Cancel |
This is a command that tells the system to cancel the current operation. This command is often an option when the current operation is suspended or delayed. |
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Local Phone |
The phone that is connected to your computer. It is this phone that you use to record your system speeches. Also, callers use this phone number when calling into your system. |
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Main speech |
This is the speech recorded on an object that the caller hears when they reach this object. |
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Program |
The actual software that runs on your computer. You use the System Editor 'program' to design your Voice Mail 'application'. |
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Retry |
This is a command that tells the system to perform an operation again. This command is often an option when the current operation is suspended or delayed. |
There are two types of speeches that you may record in Voice Mail: main speeches, and ID speeches. The main speech is commonly an informative message, and may be recorded on any tree object other than a Control Point. ID speeches normally identify the object's purpose, and this speech may be heard on a Prompt's auto-menu (if you are using them). You may record ID speeches for any tree object other than the System Greeting and Initial Prompt.
Changing an Object's Script and Main Speech
Changing an object's script and recorded speech is a simple process. You use this procedure to change scripts and speeches for any tree object with speech capabilities. The Record box appears in the same form regardless of the tree object, and only the script changes from object to object (i.e., the functionality remains the same, only the speeches and scripts differ). Use the following procedure to change a script and record a speech:
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You may also access a tree object by selecting it and pressing the e key. |
• First, double click the tree object you wish to modify in the system tree. • Move the mouse pointer to the Script field, then click on it. A small blinking line appears in the line of text. This blinking line is called the 'cursor', and it shows where your typing appears when you type in a field. |
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Remember that you may use the arrow keys (wyxz) to move the cursor around the field. The c key allows you to remove text from a line a character at a time. |
• Remove the existing text, or modify it as you see fit. • Now type the script for the speech you want to record. • Now you may record the script to replace the existing speech for this object. Click on the Record button, and the Record box appears as shown in Figure 37: |
Figure 37 - The Record box
• Get your announcer's voice warmed up, then click on the Record button. The status line displays the message "Please pick up handset", and you may pick up your local phone.
• A beep sounds, and the script begins scrolling up through the Script field (if the Auto Prompting option is enabled). Read the script as it goes by. When you finish recording, click the Stop button. The recording stops, and the length of the recording displays above the Speech position scroll bar. You may hang up your phone.
• To hear your new speech, pick up your phone and click the Play button. If you don't like the way the speech turned out or you 'tripped over your tongue', you may record the speech again.
• When you're satisfied with the speech, click the OK button. Your newly recorded speech replaces the previous speech. Clicking Cancel erases your speech and keeps the existing speech.
• After the Record box closes, you may then click OK on the object box to save your speech changes. Clicking Cancel at this point discards any changes to this object, including speech and script changes.
Changing an Object's Script and ID Speech
A variation on scripts and speeches is the recording of the ID speech. Instead of using the Script field and the Record button to record, you use the Description field and Record ID button. These controls appear on Mailboxes, Prompts, and Control Points. The text in the Description field acts as the script when you record the object's ID speech. As you may recall, an object's ID speech plays to a caller when the Auto-Menu function on a Prompt is activated. For this reason, it is important to record ID speeches.
Use the following procedure to change a tree object's ID speech:
• First, double click the tree object you wish to modify in the system tree.
• Move the mouse pointer to the Description field, then click on it. A small blinking line appears in the line of text. This blinking line is called the 'cursor', and it shows where your typing appears when you type in a field.
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Remember that you may use the arrow keys (wyxz) to move the cursor around the field. The c key allows you to remove text from a line a character at a time. |
• Remove the existing object name, or modify it as you see fit. • Now you may record the description to replace the existing ID speech for this object. Click on the Record ID button, and the Record box appears as shown in Figure 38:
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Figure 38 - The Record box
• Get your announcer's voice warmed up, then click on the Record button. The status line displays the message "Please pick up handset", and you may pick up your local phone.
• A beep sounds, and you read the ID description. When you finish recording, click the Stop button. The recording stops, and the length of the recording displays above the Speech position scroll bar. You may hang up your phone.
• To hear your new ID speech, pick up your phone and click the Play button. If you don't like the way the ID speech turned out or you 'tripped over your tongue', you may record the speech again.
• When you're satisfied with the ID speech, click the OK button. Your newly recorded ID speech replaces the previous ID speech. Clicking Cancel erases your ID speech and keeps the existing ID speech.
• After the Record box closes, you may then click OK on the object box to save your speech changes (or any other changes you've made). Clicking Cancel at this point discards any ID speech and script changes.
Disabling and enabling a tree object or its speech involves the use of the Enable controls on the object. This is a useful function if you want to close off a section of the tree. You can also use this function to suspend a specific service in your system tree. This section discusses the procedures necessary to disable and enable tree objects and their speeches, and why you might want to do so.
Disabling / Enabling Tree Objects
Concepts
Disabling a tree object comes in handy when you want to temporarily put an object 'out of commission' without deleting it. This means that you could later enable the object and use it again, whereas deleting the object removes it from the system tree. In practice, you could disable an old Mailbox owner's Mailbox, then get a new subscriber to become a Mailbox owner and enable it again. You could also close off a whole Mailbox group by disabling the Prompt that the Mailboxes branch from. (Although they wouldn't be disabled, their parent Prompt would be).
When you 'disable' a tree object, the application treats the object as if it weren't there. The advantage to this is that the object is still there (so you can use it later), whereas deleting the object removes the object from the system tree. Note that when you disable a tree object, the object's ID speech is not included in its parent's auto-menu. Also, the caller may not access a disabled tree object, even if they enter the touch tone for that object.
Procedures
Use the following procedure to disable or enable an object in the tree:
• Double click on the object in the system tree that you wish to enable/disable. The control box for that object appears.
• To disable an enabled object, you click the Enable check box. The "X" disappears from the check box, and the object is disabled.
• To enable a disabled object, click the Enable check box. An "X" appears in the check box, and the tree object is enabled.
• When you finish choosing a setting, click the OK button to save this setting and return to the system tree. If you do not wish to save these settings when you return to the system tree, click the Cancel button.
Concepts
Disabling the speech on a tree object means that the object performs each of is functions except playing the speech. Note that when you disable an object's speech, the object's ID speech is still included in an auto-menu. The system still knows the object is there, but that part of it (the speech) will be ignored. In the case of a Mailbox, the caller would just hear a tone, signifying that they may leave a message.
Procedures
Use the following procedure to disable/enable an object's speech:
• Locate the Enable Speech check box in the Script control group.
• To disable an enabled speech, you click the Enable Speech check box. The "X" disappears from the check box, and the main speech for this object is disabled.
• To enable a disabled speech, click the Enable Speech check box. An "X" appears in the check box, and the speech is enabled.
• When you finish choosing a setting, click the OK button to save this setting and return to the system tree. If you do not wish to save these settings when you return to the system tree, click the Cancel button.
Adding A Prompt To The System Tree
You would add a Prompt to a system tree when you need more space for Mailboxes that don't fit into any of the existing Mailbox groups, or if you sell a Mailbox or Mailboxes to someone who wants their own Mailbox group.
It is a simple procedure to add a Prompt to a system tree, but it requires a bit of forethought. Here are some rules for adding Prompts:
• You may not add a Prompt as a branch from a Mailbox or Control Point, or from the System Greeting. This means that you may add a Prompt as a branch from another Prompt, or from the Initial Prompt.
• If you add a Prompt to the tree, it must have at least one tree object branching off from it. Remember that a Prompt is a parent to other tree objects. Also a Prompt may lead to another Prompt, as long as that Prompt has a group of Prompts, Mailboxes and/or Control Points as its children.
Use the following procedure to add a Prompt to your system tree:
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• First, look at the Tree Object Tools located just above the Tool Button Ribbon to the left of the screen. Position the mouse pointer over the Prompt tree object. Notice that the Status line at the bottom of the screen displays the message "Drag and drop Prompt to insert". This means that to add a Prompt, you press and hold down the left mouse button (while the mouse pointer is on the object you wish to drag), then continue to hold it down while you move the object to where you want it. You then release the mouse button, and the object 'drops'. |
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• Drag the Prompt object to the area of the tree where you wish to add it. If an "X" appears on the Prompt object, then you can not place the Prompt object here. |
• When you get the Prompt where you want it, drop it by releasing the left mouse button. The Insert Tree Object box appears similar to the one shown in Figure 39:
Figure 39 - The Insert Tree Object box
• The number that currently appears in the Touch-Tone Number field is the default referential ID number for this object. If you wish to change the number, type the desired number in the field.
• Now click the OK button to insert the Prompt. If for some reason you decide not to insert the Prompt, you may click the Cancel button to abandon this add procedure.
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• After you add a Prompt, note the red "X" over the Prompt, and the designation New Prompt. The "X" indicates that this Prompt is invalid until you add 'children' (in the form of Mailboxes, Prompts, and/or Control Points) under the Prompt. When you do, the "X" disappears. The name New Prompt appears for each Prompt that you add, and remains as such until you enter a name in the Description field in the Prompt box. |
Configuring The Added Prompt
Now you need to 'configure' your newly added Prompt. Configuring is merely the process of setting the controls in the Prompt box so that the Prompt works the way you want it to. Use the following procedure to configure the newly added Prompt:
• To begin configuring, double click on the newly added Prompt. The Prompt box for the New Prompt appears as shown in Figure 40:
Figure 40 - The New Prompt box
• The Prompt Info control group displays the Prompt's ID number, and that the Prompt is enabled.
• To change the Description, click the Description field. Use the c and
keys to remove the existing text, then type the description of the Prompt.
• If you plan on using the auto-menu function for this Prompt, click on the Auto-Menu option. An "X" appears in the check box to the left of the Auto-Menu option when the auto-menu is active. (Remember that the auto-menu allows the caller to hear the objects under this Prompt as choices, and the corresponding numbers for these options also play.)
• If you intend for this Prompt to be run by a Branch Administrator, then you may wish to enable some (or all) of the Branch Administration controls. Using the Branch Password, the Branch Administrator could then control the Mailboxes under this Prompt.
The Branch Administration controls allow the Branch Administrator to do such things as broadcast a message to all the Prompt's children that are Mailboxes, retrieve all messages from all Mailboxes that are children of this Prompt, add Mailboxes to the Mailbox group, and enable or disable Mailboxes. It is up to you to decide how much (if any) control the Branch Administrator has. For more information on Branch Administrators, refer to "Chapter 10: Branch Administration".
• You may wish to record the ID speech for this Prompt. Click on the Record ID button on the right side of the Prompt box. The Record box appears similar to the one shown in Figure 41:
Figure 41 - The Record box
• Notice that the entry you made in the Description field appears in the Script Prompter. To record the ID speech for this Prompt, click the Record button. The message "Please pick up handset" appears on the status line at the bottom of the Record box.
• Pick up your phone. After the tone, record the ID that appears in the Script Prompter. When you finish recording, click the Stop button. The ID is now recorded.
• To hear the speech, click the Play button, then pick up your phone. If you wish to record the message again, follow the recording procedure above. If the message is fine, then click OK to return to the Prompt box.
• Now it's time to type the script for the Prompt speech. First, click the Enable Speech button in the bottom right corner of the Prompt box. An "X" appears in the check box, and the speech controls are enabled. If you don't click this button, you cannot record speech, play speech, or type the script.
• Click in the Prompt Script field. When the cursor appears, type your script.
• To record the Prompt speech, click the Record button in the Prompt Script control group (not the Record ID button). The record box appears as before, but the script is now the Prompt Script.
• To record the speech for this Prompt, click the Record button. The message "Please pick up handset" appears on the status line at the bottom of the Record box.
• Pick up your phone. After the tone, record the script that appears in the Script Prompter. When you finish recording, click the Stop button. The speech is now recorded.
• To hear the speech, click the Play button, then pick up your phone. If you wish to record the message again, follow the recording procedure above. If the message is fine, then click OK to return to the Prompt box.
• Now that the Prompt is configured, click the OK button on the Prompt box. Your newly created and functional Prompt appears in the system tree, similar to the one shown in Figure 42:
Figure 42 - The new Prompt
Notice that the Prompt's description appears to the right of the Prompt picture. This assists you in identifying the Prompt, as well as the other objects in the tree.
The red "X" on the Prompt picture means that this Prompt is invalid until you place tree objects under it. If we go back to the family tree model, you've got a parent without any children. Until the children are added to this parent, the system tree won't recognize this Prompt.
In most cases, you'll use Mailboxes as the children, but you may use a combination of Prompts, Mailboxes, and Control Points. If you decide to add Prompts, keep in mind that a Prompt can't be the end of a branch on the tree. You must end a branch with a Mailbox or Control Point.
Mailboxes
The primary purpose of a Mailbox is to allow callers to leave messages for the Mailbox owner. The owner of the Mailbox calls in to their Mailbox to retrieve their messages. A Mailbox may also be configured to forward left messages to a phone or beeper. You may also configure the Mailbox to hang up the phone or go to another object in the tree, after it completes its tasks.
Adding A Mailbox To The System Tree
You would add a Mailbox to a system tree whenever you get another subscriber to your system that wants a Mailbox. Mailboxes are very versatile tree objects, and may be placed almost anywhere. You could add a Mailbox to an existing Mailbox group, or it may stand alone.
It is a simple procedure to add a Mailbox to a system tree, but it requires a bit of forethought. Here is the rule for adding Mailboxes:
• You may not add a Mailbox as a branch from a Mailbox or Control Point, or from the System Greeting. This means that you may add a Mailbox as a branch from a Prompt, or from the Initial Prompt.
Use the following procedure to add a Mailbox to your system tree:
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• First, look at the Tree Object Tools located just above the Tool Button Ribbon to the left of the screen. Position the mouse pointer over the Mailbox tree object. Notice that the Status line at the bottom of the screen displays the message "Drag and drop Mailbox to insert". This means that to add a Mailbox, you press and hold down the left mouse button (while the mouse pointer is on the object you wish to drag), then continue to hold it down while you move the object to where you want it. You then release the mouse button, and the object 'drops'. |
• Drag the Mailbox object to the area of the tree where you wish to add it. If an "X" appears on the Mailbox object, then you may not place the Mailbox here.
• When you get the Mailbox where you want it, drop it by releasing the left mouse button. The Insert Tree Object box appears similar to the one shown in Figure 43:
Figure 43 - The Insert Tree Object box
• The number that currently appears in the Touch-Tone Number field is the default referential ID number for this object. If you wish to change the number, type the desired number in the field.
• Now click the OK button to insert the Mailbox. If for some reason you decide not to insert the Mailbox, you may click the Cancel button to abandon this add procedure.
• After adding the Mailbox to the system tree, it should now appear similar to the one shown in Figure 44:
Figure 44 - The newly added Mailbox
Note the designation New Mailbox next to the Mailbox picture. The name New Mailbox appears for each Mailbox that you add, and remains as such until you enter a name in the Description field in the Mailbox box. Note that the words are slightly lighter than the ones for the other Mailboxes. This is because this new Mailbox is not yet enabled. The number to the left of the description is the Mailboxes' touch tone number.
Configuring The Added Mailbox
Now you need to 'configure' your newly added Mailbox. Configuring is merely the process of setting the controls in the Mailbox box so that the Mailbox works correctly. Use the following procedure to configure the newly added Mailbox:
• To begin configuring, double click on the newly added Mailbox. The detailed information for the New Mailbox appears as shown in Figure 45:
Figure 45 - The New Mailbox
• The Mailbox Info control group displays the Mailboxes' ID number. The Enable check box is empty, meaning that the Mailbox is not enabled. Click the Enable check box so that an "X" appears. This tells us that the Mailbox is now enabled.
• To change the Description, click the Description field. Use the c and
keys to remove the existing text, then type the description of the Mailbox. This will most likely be the name of the Mailbox owner.
• Notice that there is a number in the Password field. The system randomly generates this password, then assigns it to the Mailbox. Each Password that the system assigns is different from the other Mailbox Passwords. If you wish, you may enter a different number into the Password field.
• The Message Limit field contains the default setting of 24. If you wish to use a bigger or smaller number for the message limit, you may enter that number into the Message Limit field.
• The Delete After __ Days field contains the default setting of 14. If you wish to allow the message to remain in the mailbox for more or less time, you may enter that number of days into the Delete After __ Days field.
• If you want this Mailbox to use Message Forwarding, you may click on the Enable Forwarding check box. An "X" appears in the check box, and the Message Forwarding control group is active. Since Message Forwarding is an advanced function of a Mailbox, refer to the chapter entitled "Advanced Functions and Features" for details.
• The next step is to record the ID speech for this Mailbox. Click on the Record ID button on the right side of the Mailbox. The Record box appears similar to the one shown in Figure 46:
Figure 46 - The Record box
• Notice that the entry you made in the Description field appears in the Script Prompter. To record the ID speech for this Mailbox, click the Record button. The message "Please pick up handset" appears on the status line at the bottom of the Record box.
• Pick up your phone. After the tone, record the ID that appears in the Script Prompter. When you finish recording, click the Stop button. The ID is now recorded.
• To hear the speech, click the Play button, then pick up your phone. If you wish to record the message again, follow the recording procedure above. If the message is fine, then click OK to return to the Mailbox information.
• Now it's time to type the script for the Mailbox greeting speech. First, click the Enable Speech button in the bottom right corner of the Mailbox box. An "X" appears in the check box, and the speech controls are enabled. If you don't click this button, you cannot record speech, play speech, or type the script.
• Click in the Mailbox Script field. When the cursor appears, type the script.
• To record the Mailbox greeting speech, click the Record button in the Mailbox Script control group (not the Record ID button). The Record box appears as before, but it now contains the Mailbox Script.
• To record the greeting speech for this Mailbox, click the Record button. The message "Please pick up handset" appears on the Status Line at the bottom of the Record box.
• Pick up your phone. After the tone, record the script that appears in the Script Prompter. When you finish recording, click the Stop button. The greeting speech is now recorded.
• To hear the greeting speech, click the Play button, then pick up your phone. If you wish to record the greeting speech again, follow the recording procedure above. If the greeting speech is fine, then click OK to return to the Mailbox information.
• Now take a look at the Upon Completion control group. The default setting for Mailboxes has the Hangup Phone option set, but you may choose to have the caller do something else. The common place to send the caller is back to a menu (i.e., a Prompt), either the Initial Prompt's menu or the last menu that this Mailbox falls under.
If you wish to use the Goto feature to send the caller to the parent of this Mailbox, click on Goto to activate it. The "*" (star) in this field is the default setting, and sends the caller back to the parent Prompt.
If you wish to send the caller back to the Initial Prompt, then delete the star (*) and type: 01 in the field.
• Now that the Mailbox is complete, click the OK button on the Mailbox. Your newly created and functional Mailbox appears in the system tree, similar to the one shown in Figure 47:
Figure 47 - The new Mailbox
Notice that the Mailboxes' description appears to the right of the Mailbox picture. This assists you in identifying the Mailbox, as well as the other objects in the tree.
Control Points
Control Points allow you to perform special functions. The primary function of a Control Point is to 'chain' the Voice Mail application to another ECS Phone application. This means that you may access part of another application through the Voice Mail system tree.
You can also use a Control Point to go to another tree object in the same system tree or hang up the phone. A Control Point may also act as a Touch Tone Directory.
Adding A Control Point To The System Tree
You would add a Control Point to a system tree whenever you want to add more functionality to your system tree. Control Points are very versatile tree objects, and may be placed almost anywhere. You could add a Control Point to a Mailbox group or under a Prompt, or it may stand alone.
It is a simple procedure to add a Control Point to a system tree, but it requires a bit of forethought. Here is the rule for adding Control Points:
• You may add a Control Point as a branch from a Prompt, or from the Initial Prompt only. This means that you may not add a Control Point as a branch from a Mailbox or another Control Point, or from the System Greeting.
Use the following procedure to add a Control Point to the existing tree:
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• First, look at the Tree Object Tools located just above the Tool Button Ribbon to the left of the screen. Position the mouse pointer over the Control Point tree object. Notice that the Status line at the bottom of the screen displays the message "Drag and drop Control Point to insert". This means that to add a Control Point, you press and hold down the left mouse button (while the mouse pointer is on the object you wish to drag), then continue to hold it down while you move the object to where you want it. You then release the mouse button, and the object 'drops'. |
• Drag the Control Point object to the area of the tree where you wish to add it. If an "X" appears on the Control Point object, then you may not place the Control Point object here.
• When you get the Control Point where you want it, drop it by releasing the left mouse button. The Insert Tree Object box appears similar to the one shown in Figure 48:
Figure 48 - The Insert Tree Object box
• The number that currently appears in the Touch-Tone Number field is the default referential ID number for this object. If you wish to change the number, type the desired number in the field.
• Now click the OK button to insert the Control Point. If for some reason you decide not to insert the Control Point, you may click the Cancel button to abandon this add procedure.
After adding the Control Point, it should now appear similar to the one shown in Figure 49:
Figure 49 - The newly added Control Point
Note the designation New Control Point next to the Control Point picture. The name New Control Point appears for each Control Point that you add, and remains as such until you enter a name in the Description field in the Control Point box. Note that the words are slightly lighter than the ones for the other tree objects. This is because this new Control Point is not yet enabled. The number to the left of the description is the Control Point's touch tone number.
Configuring The Added Control Point
Now you need to 'configure' your newly added Control Point, so that it may serve you as you wish. Configuring is merely the process of setting the controls in the Control Point box so that the Control Point works correctly.
Before you configure (or for that matter, add) a Control Point, you should have its purpose in mind. The Control Point could do many things, such as chain to another ECS phone application, then come back and either hang up or go to another object in the tree.
Use the following procedure to configure the newly added Control Point:
• To begin configuring, double click on the newly added Control Point. The Control Point box for the New Control Point appears as shown in Figure 50:
Figure 50 - The New Control Point Control Point box
• The Control Point Info control group displays the Control Point's ID number. The Enable check box is empty, meaning that the Control Point is not enabled. Click the Enable check box so that an "X" appears. This tells us that the Control Point is now enabled.
• To change the Description, click the Description field. Use the c and
keys to remove the existing text, then type the description of the Control Point.
• The next step is to record the ID speech for this Control Point. Click on the Record ID button on the right side of the Control Point box. The Record box appears similar to the one shown in Figure 51:
Figure 51 - The Record box
• Notice that the entry you made in the Description field appears in the Script Prompter. To record the ID speech for this Control Point, click the Record button. The message "Please pick up handset" appears on the status line at the bottom of the Record box.
• Pick up your phone. After the tone, record the ID that appears in the Script Prompter. When you finish recording, click the Stop button. The ID is now recorded.
• To hear the speech, click the Play button, then pick up your phone. If you wish to record the message again, follow the recording procedure above. If the message is fine, then click OK to return to the Control Point box.
• If you wish to chain this application to another ECS application, you may do so by clicking the Chain To control. When a black dot appears in the circle, the Chain To function is activated.
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• When using the Chain To function, you must tell the application which application to access, and then where to go in that application's system tree. To select a application to chain to, click the downward pointing arrow in the Chain To field. A listing of the ECS phone applications that you have appears, and you select the application to chain to by clicking it. |
• The Goto field to the right of the Chain To field allows you to access a certain object or part of the other application's system tree. Simply type the ID number of the object you want the caller to reach into the Goto field.
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An option button that has not been selected
An option button that has been selected |
• If you decide not to use the Chain To function, you may decide to use the List Touch Tone Directory option. You may activate this option by clicking on it. Once selected, a black circle appears within the white one. This option allows a caller to enter the first few letters of a Mailbox Description, using their phone buttons. If you enter Jones in the Description field, then the caller would press 56637, which are the numbers corresponding to the letters on their phone buttons. The system then plays all of the Mailboxes that begin with those letters. |
• If you do not want to use either of these Control Functions, you may activate the No Control Function control by clicking it.
• Now take a look at the Control Action control group. The default setting for Control Points is Goto, but you may choose to have the caller do something else. The common place to send the caller is back to a menu (i.e., a Prompt), either the Initial Prompt's menu or the last menu that this Control Point falls under.
If you wish to use the Goto feature to send the caller to the parent of this Control Point, click on Goto to activate it. The "*" (star) in this field is the default setting, and sends the caller back to the parent Prompt.
If you wish to send the caller back to the Initial Prompt, then delete the star (*) and type 01 in the field.
• If you wish to use the call transfer function, click on the Transfer Caller To radio button to activate it. Then press v or click on the entry field to move the cursor into it, and type in the control characters and phone number that you want callers transferred to.
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The call transfer function will only work if your application is running on a phone line that has conference calling capabilities. |
Now, if a caller goes to this control point, your program will dial the number you just entered into the Transfer Caller To field, and then, once the connection is made, your computer will hang up, leaving the caller on the line to the new number. If that number is busy, the caller will hear the busy signal, and can try back later. For more information on the Transfer Callers function, see the chapter on Advanced Functions and Features. |
• Now that the Control Point is complete, click the OK button on the Control Point box. Your newly created and functional Control Point appears in the system tree, similar to the one shown in Figure 52:
Figure 52 - The new Control Point
Notice that the Control Point's description appears to the right of the Control Point picture. This assists you in identifying the Control Point, as well as the other objects in the tree.
If you use the Chain To function, be aware that the caller only has access to the parts of the other application that you allow. It is best to send them to an area specially designed to hang up when their business there is done. When the application finds the Hangup Phone option in this other application, it returns the caller to the Control Point in this application. The application then completes any other tasks (Hangup Phone or Goto) on the Control Point.
The purpose of deleting tree objects is so you can get rid of unused sections of your system tree. This frees up space for other objects in the tree, and keeps things from getting complicated. Deleting a tree object removes it from the tree permanently, unless you use the Undo Delete command, or exit the application without committing the changes to the tree. If you don't want to remove a tree object from the tree but you don't want callers to reach it, you may 'Disable' the object. This means that it is still there, but is not currently in use.
Deleting Tree Objects
There are a number of ways to delete tree objects. Deleting Prompts, though, differs in one respect: When you delete a Prompt, you also delete any branches that come from that Prompt.
Use the following procedure to delete an object from the system tree:
• First, select the object you wish to delete so that a blue bar appears on that tree object. You may click the object to select it, or you may use the wy keys on your keyboard).
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You may also delete the object by selecting it and clicking the Prune button.
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• Now press the Delete key on your keyboard. The Advisory message appears as shown in Figure 53:
Figure 53 - The Advisory message |
• Clicking the No button cancels the deletion. For right now, though, click the Yes button to delete the tree object.
Note that the object (objects, in the case of a Prompt deletion) is gone. When a caller calls into the system, they will no longer be able to access the deleted object(s).
If you delete an object while viewing the tree using Full Expansion mode, you should also delete any Place Holders that lead to this object. For more information about Place Holders, refer to the "Advanced Functions And Features" chapter.
Undeleting Tree Objects
If you accidentally delete an object, don't worry. Fortunately, the application provides you with an Undo command that allows you to replace accidentally deleted tree objects. Providing that you haven't performed any other deletions after this one, you may use the Undo command from the Edit menu.
Use the following procedure to undelete an object:
• Locate the Menu bar at the top of the Voice Mail window. Click on the Edit menu heading, and the Edit menu appears as shown in Figure 54:
• Select the Undo (Delete) Command by clicking it. The deleted object reappears, exactly as it was before you deleted it.
Keep in mind that the Undo Delete function will not work if you deleted an object or (objects) after the one you wish to undelete. In other words, the Undo Delete function only works on the object or objects that you last deleted.
Also, the Undo Delete function will not work if you commit changes to the system tree. Once you commit any changes to the tree, the deleted object(s) cannot be retrieved.
When you finish designing, building, editing, or otherwise modifying the system tree, it's time to make these changes final. So far, all you've done was save the changes to the tree in the editing session. Now it's time to 'commit' the system tree. 'Committing' is simply the process of saving all of the changes you made in the current editing session to the system.
Once you commit the changes, the new system tree takes effect. You may even commit changes while the Voice Mail application is up and running. If a caller is in the system when you commit the changes, they are put 'on hold' while the system updates. While the caller waits, they hear the standard brand of elevator music that you normally hear when put on hold. When the system finishes updating, the caller returns to the system and may continue their tasks.
If a caller is in the system recording a speech, the system waits until they are done before committing the changes. An Advisory message appears, telling you that there is a caller in the system. You have the option of canceling the operation, or waiting until the caller is done recording their speech.
If a caller calls in while you are committing the changes, then the phone will continue to ring until the system is finished with the updates. When the updates are complete, the system responds and the caller may access the system normally.
Use the following procedure to commit the changes to your system tree:
• While viewing the system tree, click the File menu heading located on the Menu bar. The File menu appears.
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• Click the Commit Changes menu option. The mouse pointer turns into an hourglass while the application makes the necessary changes. If you have any applications running currently, then the Prepare to Commit box appears as shown in the margin. |
When the lines are available, the system commits the changes. When it finishes, you return to the system tree. You may now continue editing, or you may exit the application.
• If the system is busy (i.e., a caller is in the system), then an Advisory message appears, telling you that it is not possible to commit the changes at this time. You may cancel this operation by clicking the Cancel button on the Advisory message box, or you may wait until the system finds the lines needed to commit.
If you cancel the operation, the system does not commit the changes to the system tree. You must try again later. If the system is free (i.e., there is no caller in the system), then the changes are committed. If there is a caller in the system, then the Advisory message box appears again.
