User's Guide To Voice Mail System
Overview
Now that you've experimented with the system tree and you know your way around it a little better, you may feel that the existing system tree does not suit your purposes. You may wish to have a simple system that has a few Mailbox groups and some independent Mailboxes. Conversely, you may want a more complex system tree that allows callers to choose from any number of different Mailboxes and Mailbox groups. You could conceivably design and build a system with Mailbox groups inside other Mailbox groups, maintained by a number of different Branch Administrators. Generally, more Mailboxes and Mailbox groups means more income for you.
Whichever way you want to go, this is the place to start really designing and building your system tree, or modifying the existing system tree. At this point you should have a pretty firm grasp of the basic purpose and functionality of the tree objects, as well as how they work in the system tree.
The chapter shows you how to:
Terms
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Tree Depth |
This is simply the number of options under a Prompt. The deeper a list of options is, the better the chances are that the caller will not remember the listed options. |
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Tree Level |
This is a measure of branch complexity in the system tree. The more levels a system tree has, the better the chances are that the caller becomes lost. |
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Trial-and-error Method |
This is a method of learning in which you experiment with the thing you are learning. If you make a mistake, you correct it and learn from it. |
This section contains procedures that you may use to modify and customize the system tree that we shipped to you. These procedures allow you to configure the existing system tree so that you may get it up and running. You may wish to go through these procedures for practice purposes, and you may exit (without committing the changes) when you finish practicing. You might also decide to combine some or all of these customizing features to make a diverse system for your callers.
The Express Setup
The 'express setup' allows you to run the application 'bare-bones' style. This setup involves disabling the Harrison Realty Mailbox group, as well as modifying the individual Mailboxes that are direct children of the Initial Prompt. You may add more Mailboxes as they are needed. You may use this setup when you get your first few Mailbox owners.
Use the following procedure to configure the system tree for the 'express setup':
• First, double click the Harrison Realty Prompt. When the Prompt box appears on the screen, click the Enable check box so that the check box is empty. This means that this Prompt is disabled. Click the OK button to return to the system tree.
• Double click the System Administrator Mailbox. When the Mailbox information appears, click the Enable Forwarding check box, so that the check box is empty. This means that the Forwarding features are disabled. Click the OK button to return to the system tree.
• Next, double click the Tom Becket Mailbox. When the Mailbox information appears, enter the name of the new Mailbox owner into the Description field.
• Record a new ID speech for this Mailbox by clicking the Record ID button. When the Record box appears, click the Record button, pick up your local phone, and begin recording. When you finish recording, click the Stop button. Click the OK button to save the speech and return to the Mailbox information.
• Now click on the Mailbox Script field. Remove the old text, and replace it with the new text for this Mailbox owner. You may then record the greeting speech for the Mailbox owner. They may access their Mailbox later and change their greeting speech if they wish.
• While viewing this Mailbox information, write down the Mailbox ID and the Password. You'll need to give these to your new Mailbox owner, along with the Mailbox owner instruction sheet (found in the Appendix).
• When you finish, click the OK button. The Mailbox control box closes, and the changes to the object save.
• Next, double click the Arthur Dent Mailbox. When the Mailbox information appears, enter the name of the new Mailbox owner into the Description field.
• Record a new ID speech for this Mailbox by clicking the Record ID button. When the Record box appears, click the Record button, pick up your local phone, and begin recording. When you finish recording, click the Stop button. Click the OK button to save the speech and return to the Mailbox information.
• Now click on the Mailbox Script field. Remove the old text, and replace it with the new text for this Mailbox owner. You may then record the greeting speech for the Mailbox owner. They may access their Mailbox later and change their greeting speech if they wish.
• While viewing this Mailbox information, write down the Mailbox ID and the Password. You'll need to give these to your new Mailbox owner, along with the Mailbox owner instruction sheet (found in the Appendix).
• When you finish, click the OK button. The Mailbox control box closes, and the changes to the object save.
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If you are only practicing at this point, do not commit these changes. |
• To save these changes to the system tree, click the File menu heading on the menu bar. Click the Commit Changes option. The application then saves your changes. |
At this point, the system tree is ready to go. When the caller calls in, they hear the System Greeting, then the system instructions and the auto-menu on the Initial Prompt. They may then choose the Mailbox in which they wish to leave a message. The Mailboxes' greeting speech plays, and the caller may leave their message. When the caller finishes leaving their message, they hang up. The system also hangs up and the call ends.
Adding a Mailbox Group
You use this procedure any time that you need to add a group of Mailboxes to your system. The most common use for a Mailbox group is when you have a group of subscribers that want their own series of Mailboxes. This is common when you have Mailbox owners that belong to the same company, club, or other organization.
If you used the express setup to design your system tree, you may simply enable the existing Mailbox group, change the necessary object descriptions, scripts and speeches, and then add and configure any other Mailboxes as required.
You may use the following procedure to add a Mailbox group to your system tree:
• First, drag the Prompt object from above the Tool Button ribbon to the area of the tree where you wish to add the Mailbox group. If an "X" appears on the Prompt object, then you may not place the Prompt here. You will most likely place the Mailbox group as a branch from the Initial Prompt, unless you are placing this new Mailbox group in another Mailbox group.
• When you get the Prompt where you want it, drop it by releasing the left mouse button. The Insert Tree Object box appears.
• 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. Click the OK button to insert the Prompt.
• 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 the Mailboxes.
• Now drag the Mailbox object to the new Prompt and drop it. When the Insert Tree Object box appears, click the OK button. The new Mailbox appears under the newly added Prompt. Continue to add Mailboxes to this Mailbox group until you have enough for all of the Mailbox owners in this group.
• Now you may configure the Prompt and the Mailboxes in this Mailbox group. Make sure to write down the Mailbox ID's and Passwords for each Mailbox in the group. If this Mailbox group will have a Branch Administrator, you need to write down the Prompt's ID and Password also.
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If you are only practicing at this point, do not commit these changes. |
• To save these changes to the system tree, click the File menu heading on the menu bar. Click the Commit Changes option. The program then saves your changes. |
Now this Mailbox group is ready to go. You may add new Mailboxes to this group as necessary. When the caller calls in to this Mailbox group, they first reach the Prompt. They may then choose which Mailbox in which they wish to leave a message.
Configuring a Mailbox Group for a Sales Hotline
Previously we've discussed Mailbox groups as a group of Mailbox owners. However, it is also possible to have only one person who owns a mailbox group. This Mailbox owner would also be the Branch Administrator for all of their Mailboxes. An example of such a setup is that of a real estate agent who has a number of properties to show. The agent would have a Mailbox in their group for each property. Being the Branch Administrator for their group, the agent could use the Group Retrieve function on the Prompt to retrieve all of the messages left in all of the Mailboxes. It is up to you, the System Administrator, to give them this power.
This configuration method is useful whenever a Mailbox owner is selling a number of things and wants callers to leave information, such as phone numbers, price bids or offers, etc.. You would simply set them up as the Branch Administrator of their Mailbox group, and give them the necessary abilities for the job. This may include allowing them to add, enable, or disable Mailboxes, as well as the Group Retrieve function. The agent would then publish the Voice Mail system number, and the numbers necessary to reach a particular Mailbox in the Mailbox group. This has been a very popular use for Mailbox groups with Center Owners over the years.
Use the following procedure to configure a Mailbox group so the agent has control of their Mailboxes:
• First, double click the parent Prompt of the Mailbox group. When the Prompt box appears, look at the Enable Group check boxes in the Prompt Info control group. These are the controls that give the agent their power.
• To allow the agent to retrieve messages from all Mailboxes in their group, click the Enable Group Retrieve check box. An "X" appears in the check box when this control is activated.
• If you want to allow the agent to add Mailboxes to their Mailbox group, then click the Enable Group Add check box. An "X" appears in the check box when this control is activated.
• To allow the agent to enable or disable Mailboxes in their Mailbox group, click the Allow Branch Enable/Disable check box. An "X" appears in the check box when this control is activated.
• When you finish configuring the Prompt, click the OK button. The Prompt box closes, and the changes to the object save.
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If you are only practicing at this point, do not commit these changes. |
• To save these changes to the system tree, click the File menu heading on the menu bar. Click the Commit Changes option. The program then saves your changes. |
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Be sure to give the Branch Administrator the instruction sheets necessary for them to properly control their Mailbox group. These instructions appear in Appendix B. |
Depending on the options you chose, the Branch Administrator may have a little or a lot of power over their Mailbox group. In the case of the real estate agent, they will probably have more. Be aware that if you allow the agent to add Mailboxes, they could potentially add as many as they want. Some Center Owners prefer to have the agent contact them, then the Center Owner can add the Mailboxes. |
In cases where a Branch Administrator governs a number of individual's Mailboxes, the Branch Administrator tends to have less power over Mailboxes, depending on the relationship between the Branch Administrator and the Mailbox owners. Quite often, the Branch Administrator in such a case would be able to broadcast messages, but not retrieve potentially personal messages from Mailboxes.
Making and Using a System Administrator Mailbox
A System Administrator Mailbox is just like any other Mailbox. However, the System Administrator uses this Mailbox as a sort of 'housekeeping' aid. Any problems or questions that a Mailbox owner or caller has can be left as messages in the System Administrator's Mailbox. This Mailbox also makes your system seem more user-friendly to the users of your system.
You may also think of the System Administrator Mailbox as a 'suggestion box', where Mailbox owners and callers can ask about certain options or Mailbox upgrades. If a Mailbox owner wants to upgrade their Mailbox so that it can hold more messages, they can alert you as to their needs.
If you are using the example system we shipped to you, you may simply activate the existing System Administrator Mailbox, change the speeches, and configure the rest of the controls as you see fit. If you need to create a System Administrator Mailbox, you may use the following procedure to do so:
• Drag the Mailbox object from the area above the Tool Button ribbon to the Initial Prompt and drop it. When the Insert Tree Object box appears, you may assign the Mailbox a Touch Tone Number, or you may use the default setting. When you finish, click the OK button. The new Mailbox appears as a child of the Initial Prompt, along with its Touch Tone Number and the designation New Mailbox.
• To begin configuring, double click on the newly added Mailbox. The Mailbox box for the New Mailbox appears.
• 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: System Administrator
• 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.
• 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.
• Click the Record button, and 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, and you now click the OK button to save the ID and 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.
• Click in the Mailbox Script field. When the cursor appears, type the script. The scrip should tell the caller the purpose of this Mailbox.
• To record the Mailbox greeting speech, click the Record button in the Mailbox Script control group. The Record box appears.
• Click the Record button, and 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, and you click OK to return to the Mailbox information.
• Now that the Mailbox is complete, click the OK button on the Mailbox.
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If you are only practicing at this point, do not commit these changes. |
• To save these changes to the system tree, click the File menu heading on the menu bar. Click the Commit Changes option. The program then saves your changes. |
Allowing a Non-Touch Tone Caller to Leave a Message
This is a matter of courtesy for those people calling into your system using a non-touch tone (rotary) phone. If you have a System Administrator Mailbox in your system tree, you can route these callers to your Mailbox and they may leave a message.
Use the following procedure to route non-touch tone callers to a Mailbox, so that they may leave a message:
• While viewing the system tree, double click the Initial Prompt object in the tree. The Initial Prompt box appears.
• Move the mouse pointer to the No TT Jump field, and click it. A cursor appears in the field. Remove any existing number in this field, and type the Mailbox ID of the Mailbox you want the non-touch tone caller to reach, such as the ID for the System Administrator Mailbox.
• Click the OK button, and you return to the system tree.
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If you are only practicing at this point, do not commit these changes. |
• To save this change to the system tree, click the File menu heading on the menu bar. Click the Commit Changes option. The program then saves your change. |
When a non-touch tone caller calls in, they hear the System Greeting speech, then the Initial Prompt speech. Since the Initial Prompt asks the caller to press a button (and the caller of course can't), they wait. The system realizes that the caller hasn't pressed a touch tone, and it sends the caller to the object that matches the object ID in the No TT Jump field. The caller reaches a Mailbox, hears the Mailbox greeting speech, then leaves a message. They hang up, and the system hangs up.
It is a good idea to tell your non-touch tone callers in the Initial Prompt's Main speech that the system is designed for touch tone phones, and that they should stay on the line to leave a message for the System Administrator.
As you are no doubt beginning to see, the system tree is a very dynamic structure. It allows you to perform a vast number of tasks, in any number of combinations. As you master the system tree, you will most likely begin to design your own system trees, based on the tasks you wish to have your system perform.
When you begin to build your system tree, you should map the structure out a bit. This allows you to see how everything goes together, and you can design a better system.
Designing Your Tree
When designing your system tree, you should give some consideration to the tree's 'levels' and 'depth'. By 'level', we mean level of branch complexity. How many buttons does the caller press to get somewhere? The more levels a system tree has, the better the chances are that the caller becomes lost. Figure 55 illustrates the idea of depth and levels:
Figure 55 - The system tree, showing depth and levels
As a general guideline, your Voice Mail system tree should not need to exceed four levels. As you can see, the example tree only has two levels (not counting the System Greeting and Initial Prompt, as you don't have to press buttons to get to them). This allows the caller to move around easily, and keeps them close to the originating level.
'Depth' is simply the number of options under one Prompt. Normally, a caller can handle a menu that is four or five items deep. Anything past that, and the caller begins to forget the options.
Sometimes you may find that adding a level can simplify a deep (lengthy) Mailbox group. If you had a Mailbox group of ten or more Mailboxes and you could find a logical way to divide them, it may simplify things for the caller.
Building Your Tree
When you finish planning your system tree, it is time to build it. There are many ways that you may go about building your system tree. We've found that following these steps makes the building and configuring process simple and efficient:
Step 1: Drag and drop all of the necessary tree objects into place. This means that you complete the looks of the system tree before configuring any of the tree objects. This allows you to concentrate on the system structure.
Step 2: Once you complete the system tree, you now edit and configure each of the tree objects. As you configure each one, make sure that you know the function and purpose of the object and that the object fulfills its purpose.
Step 3: Record the speeches and ID speeches for each of the objects. Make sure to use the scripts you created during the configuration and editing process. The script ensures that you'll know what to record and where.
Step 4: Commit the changes to the system tree. This means saving the system you made so that callers may call into your system.
These four easy steps allow you to deal with the four biggest chunks of system design separately and in a logical order. Also, you may design your system using the 'trial-and-error' method, allowing you to experiment with the tree objects so that you may better understand how they relate. When you're experimenting with system design, keep in mind that you don't have to commit these changes. This familiarity through experimentation allows you to become comfortable with the system tree and how it works.
Testing Your Tree
Once your system tree is ready to go, you should be the first person to call your system. This allows you to test the flow of the system, and ensure that everything is working properly. Testing also eliminates the chance of a caller calling in and having problems with your system. Not only should you make sure that everything is working correctly, you should also make sure it runs smoothly. If the system is too complex or there is not enough information to lead the caller where they want to go, you should consider restructuring your tree to accommodate your users.
The Monitor program is a portion of the Business Manager program that allows you to perform a 'Local launch'. This means that you click the Local Launch button on the Monitor box, then the system uses the local phone as if a caller were calling into the system. You play the part of the caller, listening to messages and pressing buttons on your phone. This is a very valuable testing tool. For more information on local testing, refer to your Business Manager manual.
Managing Your Tree
After you design, build, test, and run your system tree, you need to start thinking about system tree maintenance. This involves adding and deleting Mailboxes other tree objects, as well as adding functionality to Mailboxes and Giving Branch Administrators control of Mailbox groups.
You should also periodically ask yourself "Does my system tree structure suit its tasks?" If it doesn't, it may be time to change the structure. Being a dynamic structure, the system tree lends itself well to changes and modifications.