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PREFACE

This book is a guide to: features and benefits of the VoiceManager series of announcement, voice and integrated messaging system; possible limitations or boundaries, either for voice systems in general or for a specific VoiceManager system; conditions that must be met before a VoiceManager system can be successfully installed.

It also provides information about such things as: installation and servicing processes and responsibilities; support facilities and options; documentation and training.

This book does not provide: a detailed technical description of any messaging system; a user guide for any messaging system; an installation manual for any messaging system.

Use of this Book This book should be read by those who: are involved with the sales of messaging systems; want an overview of the functionality, features and benefits of the messaging systems that can be supplied by PBC; want to work out which messaging system can best fulfil a customer's requirements.

Disclaimer: Our products are subject to continual development and improvement. Therefore, while the information in this document was complete and accurate in June 1999, additions or modifications to the products or the sales/licensing after that date may cause changes to the technical and functional specifications or to the sales and licensing conditions. This document should not be used as the only source of information for a business tender. No rights can be derived from it. For up-to-date information relating to sales of PBC messaging systems, please use Prophix. Prophixis a Windows application that assists in specifying an offered configuration.

1.
1.1.

Philips Messaging Systems


Introduction

There's a strong and growing drive in today's business environment to improve customer service and cut costs. And this applies across the board; it's as relevant in banking as it is in healthcare, education, and transportation. At the same time, customers are also demanding more from their suppliers in the way of service. They rightly expect to be treated courteously and effectively and on a 24 hours a day, seven days a week basis. More and more, companies are recognising that the world-wide telephony network in combination with messaging systems and voice processing applications provides the enabling technology to help them realise these goals: Announcement servers provide essential information to callers, even after hours and during vacation periods, and can also be used to make waiting for a response more pleasant. Messaging systems ensure that all calls reach the person to whom they are addressed at the earliest possible moment, even if that person is away from the desk at the time of the call. Voice processing allow callers to speak to the telephone system just as if it were a human and can transform the humble telephone into a bank terminal, an information desk, a catalogue order terminal, or even a ticket office without needing to call on a human operator. Unified messaging systems provide users with fax and e-mail system access and control options, in addition to basic voice messaging and announcement services, and allows each user to control of their own messaging environment, via an application running on the user's PC.

1.2.

Messaging systems available from PBC

The following ranges of messaging/voice management systems are available from PBC: VoiceManager 100 range - A range of dedicated Integrated Announcement Servers (IAS) that run on PCBs integrated into the iS3000 system unit. VoiceManager 500 range - A large range of messaging servers, ranging from a iS3000 PCBbased model offering basic messaging services (voice messaging, automatic attendant and audiotex) to stand-alone models that connect to both the iS3000 ISPBX/network and the Local Area Network (LAN) and offer complex unified messaging functionality (which adds full voice mail and fax capabilities) and a CTI interface. VoiceManager 810 system - A sophisticated stand-alone messaging server that connect to both the iS300 ISPBX/network and a LAN. The range offers not only unified messaging services (voice messaging, automatic attendant, audiotex, e-mail and fax) and a CTI

interface, but also interactive voice response services such as text-to-speech conversion and voice recognition options. The following tables provide a brief overview of the systems in each range. More detailed information about each system can be obtained from the following sections of this manual. VoiceManager 100 range Hardware Model Description iS3000 VM110 The VoiceManager 110 is an add-on for all SOPHO-S systems peripheral (PR640, 200, 205, 300, 730 and 735) and for a SOPHO iS3000 board series ISPBX (SSW740, 800 and Call@Net). Its main application areas support: - recording voice messages; - supporting personal announcements; - storing up to 255 voice messages; - playing back voice messages; - back-up of voice messages to a PC; - diverting incoming calls, after an announcement is played; - individual announcements for individuals or groups; - announcements on information lines; - night answering services for the exchange; - wake-up announcements in hospitality environments; - Music-on-Hold and Music-on-COB (Camp-on-Busy); - trunk announcements. Announcements may be played continuously or synchronized with calls. Up to three announcements may be concatenated and played in sequence.Calls can be transferred to the operator or a selected extension after the announcement cycle completes. VM150 The VoiceManager 150 is an add-on for a SOPHO iS3000 series ISPBX (SSW740, 800 and Call@Net). Its main application areas support: - recording voice messages; - storing up to 255 voice messages; - playing back voice messages; - back-up of voice messages to a PC; - night answering services for the exchange; - Music-on-Hold and Music-on-COB (Camp-on-Busy); - trunk announcements. Announcements may be played continuously or synchronized with calls.

VoiceManager 500 range Hardware Model iS3000 peripheral VM505 board

Stand-alone PC VM560 connected to LAN and iS3000 ISPBX

VM560 TeLANophy

VM580

Description Provides smaller organisations with an integrated messaging solution delivering an easy-to-use and sophisticated voice mail, automatic attendant and audiotex system. Because it is implemented as software running on a peripheral board in the iS3000 system module, the VM505 is fully integrated into the iS3000 functionality. A VM505 system is easily customised to cater for the unique needs of the organisation and may be configured for an unlimited number of mailboxes. Can be integrated with the hotel's Property Management System (PMS) so that the guest mailbox can be started and stopped automatically when the guest checks in and out. A system for organizations that require a messaging system that unifies the standard VM5xx voice messaging, automatic attendant and audiotex functions with E-mail, and optionally, multi-lingual services, FaxMail or Fax-on-Demand services. All voice, e-mail, or fax messages for a given user are collected in, and accessible via, a single mailbox. A sophisticated unified messaging system implemented as a PC software application, TeLANophy combines the capabilities of the local area network and computer communications with the functionality of the telephone system and the VM560 to allow registered users to retrieve and make their voice, fax and e-mail messages via any telephone or networked computer, on- or offsite. A feature-rich voicemail and automated unified messaging system for large businesses, the VM580 runs on an industry-standard PC as a native 32-bit system under Microsoft Windows NT. A text-to-speech capability is available as an option for Microsoft Exchange mail. A VM580 may have from 4 to 128 messaging ports, and supports a potentially unlimited number of mailboxes and transaction boxes.

VoiceManager 810 Hardware Description Stand-alone unit connected to LAN A highly sophisticated Interactive Voice Response and iS3000 ISPBX (IVR) system that uses leading-edge technologies, such as voice recognition and text-to-speech conversion, to automate business transactions, integrate telephone transactions with a database and/or provide essential services in a call-centre environment, including callscreening and caller identification. The VM810 covers the telephone-computer integration needs of small- to medium-sized organizations. It can have from 2 to 12 ports when used in conjunction with an analog telephony system, and from 2 to 30 when used in a digital system.

2.
2.1.

System Descriptions
VoiceManager 100 Series

SOPHO VoiceManager 100 series comprises two models: Model 110 is the standard announcement server; Model 150 adds sophisticated automated operator services and ACD announcements.

Both models run on an Integrated Announcement Server (IAS) peripheral controller board (PCB) which is physically integrated into a SOPHO i3000 ISPBX. The IAS is also fully integrated into the telephony functions of the ISPBX; it can answer and transfer calls, perform other telephony activities and make announcements, all automatically. It can also issue wakeup calls and play music to callers while they wait for a response from am operator or extension user.

2.2.

Common VM100 series functionality

The information in this section applies to all models in the VoiceManager 100 series. The following sections contain information relevant to individual models within the series. Licences VoiceManager 100 series systems require a licence for every announcer port that is to be used, regardless of how many announcement ports can be supported by the VM model and ISPBX configuration. IAS port assignments for VM100 systems Each IAS has 30 ports, allowing up to 30 announcements to be in use simultaneously. However, the actual number of announcements that can be in use simultaneously is dependent of two factors: the VoiceManager model and the ISPBX configuration. Per model, the following port allocations and uses are possible: - VoiceManager 110 - one (1) dedicated port for recording and play-back checks; - a maximum of either 13 or 29 ports for announcements, depending on ISPBX configuration; - each port is assigned a specific function (personal announcements, music-on-hold, information line, and so on) - other functions cannot use that port even if their own port is busy; - a port assigned to personal announcements may be used by more than one user. - VoiceManager 150 - a maximum of either 14 or 30 ports, depending on ISPBX configuration; - all ports are general purpose-no dedicated recording port is required; - ports are dynamically assigned, allowing any function to use any port on demand and

providing a more flexible and efficient system. Management & maintenance An announcement manager package, IAS-Manager, is used to manage and maintain the IAS. The IAS-Manager program runs on an industry-standard personal computer, which may be connected to the IAS either directly, via a V.25 cable, or via a dial-up connection. If a dial-up connection is used, a single PC running IAS-Manager can be used to manage several ISA boards. IAS-Manager provides the following management and maintenance functions: - Recording control; - Creation of initial personal announcements; - Play and erase recorded announcements; - Back-up announcements to the PC disk; - Restore pre-recorded (backed-up) announcements to the system; - Report the status of the VM system, including an overview of installed memory, free memory, number of announcements (including their recording date, duration, 40 character identification text, owner identifier); - Usage statistics reporting, indicating how often the announcements were used since a last reset date. Security in multi-user environments Announcements can be created by different users for different groups of applications. Multi-user access is protected by a password mechanism. Passwords are held, in encrypted form, in the IAS itself.

2.3. 2.3.1.

VoiceManager 110 VM110 hardware and software

A VM110 package has the following three elements: The Integrated Announcement Server (IAS) hardware; The IAS application software (IASA), which runs on the IAS; The management and maintenance package, IASA-Manager, which runs on an industrystandard personal computer.

Once the IAS has been programmed (via the IASA-Manager), the VM110 operates completely autonomously - it answers calls, makes announcements and transfers callers to alternative destinations. The VM110 may be configured with either 13 or 29 announcer ports, depending on the iS3000 configuration. Both configurations also provide a single dedicated recording and playback port. Each of the announcements ports is set up to play announcements in one, and only one, of the following ways: Continuous playback (required for Music On Hold, for example);

Synchronous operation (announcement starts when the call is picked up) with the following transfer options: - To the operator; - To an extension. Synchronous operation with optional repetition of announcements, followed by call termination when the repetition sequence is completed. One, two or ten repeats may be specified.

Each of the ports on the IAS can provide announcement services to a number of extensions. The actual number of extensions supported by one port depends on the traffic per extension and the allowed maximum waiting time until an external caller gets the announcement. Up to 100 users are supported and up to 255 announcements can be stored. Per-user controls can be specified for the maximum number of announcements and total duration for all messages. Each user is allocated a personal directory which contains information about each stored announcement, including identification of the owner of this announcement and the destination of the transfer. A common directory is also available. The service engineer has automatic access to the directories of all users. User set-up and function activation is simple. All that is required is that the user must record a personal announcement, on any telephone set, and activate follow-me to the announcer port.

2.3.2.

VM110 port attributes

Each VM110 ports has the following attributes: A port number (associated with one of the 29 user ports). A text identifying the function to which the port is assigned. The owner ID (more than one user many be associated with each port). A list of up to three announcements, or the definition PER for personal announcement. Specification and activation of the operation that is to be carried out after the announcement is played, which may be one of the following: - Continuous playback (for operations such as Music On Hold). - Synchronous operation with transfer options to either the operator or extension. - Synchronous operation with repetition of the announcement(s) (1, 2 or 10 times) and termination afterwards.

2.3.3.

VM110 functionality

Each VM110 system provides the following functionality: Personal announcements Extension users can record their own 'personal' announcement. When the user is absent, this personal message can be played to callers. When the VM110 answers an incoming call, it checks the destination extension number and plays the corresponding personal announcement. Optionally, the announcement may be followed by automatic transfer of the caller to (for example) the operator or a secretary. Information lines VoiceManager offers two information line options: - Continuous information lines, which play an announcement loop containing information such as changed company numbers, information about products, or the menu of the day in a hotel; - Synchronized information lines, where the start of the information announcement is synchronized with the start of the call. The port can be programmed to transfer the caller automatically to a helpdesk when more information is required. To avoid congestion at the announcer port, multiple ports can be put in a group arrangement, with automatic distribution of the call to an idle port. Wake-up services for hospitality environment Multi-language wake-up announcements may be set up. At a specified time, the guest will be called by the ISPBX. When the call is answered, the guest is connected with the VM110, which plays the wake-up announcement in the applicable language. Music The continuous announcement capabilities of the VM110 can be used to provide music to waiting callers in the following circumstances: - Music On Hold (MOH): When callers are put on hold by either operator or extension users (when they go into enquiry), music is provided to the waiting caller; - Music on COB (Camp On Busy): Calls that are directed to internal callers with a COB queue receive music during the 'Camp-on' waiting interval. The repeating options make it possible to use the available memory very efficiently, offering continuous music without interruptions. Night assistance to callers The normal night operator functionality of the iS3000 series allows calls to be routed to special night extensions. Adding VM110 functionality allows external callers to obtain information outside office hours, and, optionally, to have the VM110 transfer the call to the night extension when the announcement ends. Trunk announcements The VM110 can provide announcements on trunks. Announcement recording

Personal messages can be recorded from any telephone set, without assistance of the announcement manager package. Dialogue between the user and the VM110 allows the user to hear the current personal message before recording a new one. Extra speech memory can be added to the IAS to increase the number of available announcements, up to a total of 255. Recorded announcements can be checked with the playback function and an identification text can be added. A tape recorder or CD player can be connected to the audio input connector of a business telephone or SuperVisor, allowing music to be recorded for the Music On Hold or Music on COB functions. Announcement concatenation The VM110 can play up to three consecutive announcements without any pause between them. This series of announcements can be repeated, if required, for example, to provide continuous play-back of a Music On Hold music source.

2.4. 2.4.1.

VoiceManager 150 VM150 hardware and software

A VM150 package has the following three elements: The Integrated Announcement Server (IAS) hardware; The IAS application software (IAS), which runs on the IAS; The management and maintenance package, IASA-Manager, which runs on an industrystandard personal computer.

Once the IAS has been programmed (via the IASA-Manager), the VM110 operates completely autonomously - it answers calls, makes announcements and transfers callers to alternative destinations. Up to 100 users are supported and up to 255 announcements can be stored. Per-user controls can be specified for the maximum number of announcements and total duration for all messages. Each user is allocated a personal directory which contains information about each stored announcement, including identification of the owner of this announcement and the destination of the transfer. A common directory is also available. The service engineer has automatic access to the directories of all users. User set-up and function activation is simple. All that is required is that the user must record a personal announcement, on any telephone set, and activate follow-me to the announcer port.

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2.4.2.

VM150 ports

The VM150 may be configured with either 14 or 30 announcer ports, depending on the iS3000 configuration. Ports are dynamically assigned to announcements, as required. Thus, an announcement may be playing at one or more ports at the same time, or not at all if there is no demand. Each of the ports on the IAS can provide announcement services to a number of extensions. The actual number of extensions supported by one port depends on the traffic per extension and the allowed maximum waiting time until an external caller gets the announcement.

2.4.3.

VM150 functionality

Each VM150 system provides the following functionality: Music The continuous announcement capabilities of the VM150 can be used to provide music to waiting callers in the following circumstances: - Music On Hold (MOH): When callers are put on hold by either operator or extension users (when they go into enquiry), music is provided to the waiting caller; - Music on COB (Camp On Busy): Calls that are directed to internal callers with a COB queue receive music during the 'Camp-on' waiting interval. This option requires the iS3000 to be running SSW805 or Call@Net. Night assistance to callers The normal night operator functionality of the iS3000 series allows calls to be routed to special night extensions. Adding VM150 functionality allows external callers to obtain information outside office hours, and, optionally, to have the VM150 transfer the call to the night extension when the announcement ends. Trunk announcements The VM150 can provide announcements on trunks and on some unsuccessful DDI reasons, including: - DDI fail calls. A different announcement can be given for the following DDI fail types: DDI to busy extension, DDI dialling timeout, DDI to non-existent number and All other DDI fail reasons. - Successful: DDI calls, non-DDI calls and calls to the operator A-queue. - Station calls for ACD group; - Night announcement for ACD group; - Delay message for ACD group. Announcement recording Recording is under control of the announcement manager package.

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2.5.

VoiceManager 500 Series

The VoiceManager 500 series consists of the following models, all of which integrate seamlessly with the iS3000 ISPBX: VoiceManager 505 - implemented as a PCB in the iS3000 system module, the VM505 fully integrates the messaging system with the ISPBX functionality. The VM505 can be supplied with two, four or eight ports; the configuration can be upgraded remotely. The VM505 can support up to 300 mailboxes, subject to the number of ports installed and the network loading. The VM505 enables hotels and similar establishments to provide their clients with voice mail facilities during their stay, as well as access (via the audiotex functions) to such things as hotel information and daily menus. VoiceManager 560 - implemented on an industry-standard tower PC linked to the ISPBX, the VM560 may have from two to 36 ports. It can support up an unlimited number of mail, fax and transaction boxes, subject to the network loading. The VM560 functions in true multi-lingual mode and can optionally add FaxMail and Fax-on-Demand functions to the standard VoiceManager functions. VoiceManager560 with TeLANophy - the addition of the TeLANophy software package to the basic VM560 produces a highly sophisticated messaging server system, integrating the telephone messaging functions available through the ISPBX with LAN-based e-mail and other computer communications functions. VoiceManager 580 - implemented on Windows NT server hardware and available in 48 and 128 ports versions, the VoiceManager 580 is suitable for large enterprises requiring unlimited mail, fax and transaction boxes. The VM580 supports Active Directory LDAP, TAPI 3.0, TAPI/WAV and Directstream interfaces, in addition to providing standard VoiceManager messaging functions and optional fax capabilities. The VM580 provides very strong Back Office functionality, as it can be integrated with the Microsoft Exchange server and IIS. Integration with Microsoft Outlook and text-to-speech conversion of Microsoft Exchange e-mail is available and support for IP telephony is possible. Administration is via a simple, easy-to-learn HTML interface. VoiceManager 500 series systems are available with interface cards supporting from 2 to 64 voice ports and from 1 to 4 fax ports. The number of ports determines the number of mailboxes and users, so the user community can be increased by upgrading the number of ports. Port upgrades are easy, provided allowance has been made for the necessary expansion slots when the original system was ordered. The systems can support from 12 to an unlimited number of mailboxes, and the largest configuration can support up to 3000 concurrent voice mail sessions. In addition, VoiceManager systems will support an unlimited number of programmable transaction boxes, allowing their voice mail, automatic attendant and audiotex functions to be used by any other

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application running on the same network. Adding options is often as simple as upgrading a license, and can be done in moments.

2.6.

Common VM500 series functionality

All models in the VM500 series provide the following messaging functions: voice mail/messaging, to receive, store and playback telephone messages for individual registered users; an Automated Attendant, to act as a 24-hour operator, receiving and routing calls as a firstline response or when the operator is not available; Audiotex, to enable announcements. All VM500 systems offer sophisticated features and yet remain easy to use. They have a unique, conversational user interface - the system asks simple questions which the user answers by pressing 1 for Yes, 2 for No. This interface enables novice users to use all the features with ease. To speed up operation, more experienced users can interrupt the questions and enter 1 or 2 in advance (dial ahead) or use speed keys to jump directly to specific menu options. The system only contains a few system-wide parameters; most are set on mailbox level. As a result, users can customise their VoiceManager environment, instead of being forced to use the system's default settings. The systems also help users getting started, via the subscriber self-enrolment script, which reduces the workload of the system manager. The following sub-sections provide more detailed information about the functionality and the optons of each of the systems in the VM500 series; in particular, information is provided about any system-specific capabilities. Where relevant, differences between the systems are also described.

2.7.

VoiceManager 505

The VoiceManager 505 is designed for small- and medium-sized organisations that require an economically priced system providing: a full-feature voice mail/auto attendant system for up to 300 users; a full-featured audiotex system; a limited number of customised audiotex and call routing applications; a voice-mail solution to integrate into their SOPHO iS3000 ISPBX; the potential to upgrade incrementally from a small (2-port) system to a large (8-port)

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system; hospitality functions; Property Management System (PMS) integration.

2.7.1.

VM505 hardware and software

The VM505 is implemented as a PCB in an iS3000 ISPBX, which may provide two, four or eight ports. It fully integrates VoiceManager voice mail, automated attendant and audiotex functionality with the ISPBX functionality. The number of mailboxes the VM505 can support is theoretically unlimited; actual availability is determined by a combination of the applications that are being used and the amount of use for each type of application. The following table provides an indication of the number of mailboxes that may be found practical in situations of light, medium or heavy use. Ports 2 4 8 Light use 150 250 350 Medium use 100 150 300 Heavy use 75 100 200

Because the VM505 is directly connected to the back-plane of an iS3000 system module, the upper limit on the number of calls (traffic) that a VM505 can handle is determined by the iS3000.

2.7.2.

VM505 functionality

Automated Attendant When non-DDI trunks are used, incoming calls must be answered by a receptionist, who then routes them to the appropriate extension - a costly and time-consuming process which has the additional drawback that, when there is no receptionist available, a caller cannot be transferred to an extension. The Automated Attendant is the perfect solution for these problems. It behaves like an automatic receptionist, answering incoming calls and routing the calls to the appropriate extension. The caller will hear a company greeting after which the caller can dial the extension number of the person or department he wants to reach. If the caller does not know the extension number, either automatic directory assistance can be offered or the caller will be routed to the operator for 'live' assistance. The automated attendant function can be programmed to answer all incoming calls (primary call answering) or used as a backup when the operator is busy and doesn't answer within a specified number of rings (secondary answering). Being fully automatic, this function minimises call waiting time. It reduces the workload of the operator so who can then provide better service to callers that really need 'live

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assistance' or attend to more urgent tasks. Because the automated attendant is operational 24 hours a day, it can be used to provide operator service outside office hours or when no operator is available. Voice Mail The terms "voice mail" and "voice messaging" are not interchangeable - they refer to two different applications: Call Answering and (Intentional) Messaging. The VM505 provides both call answering and voice messaging services to its subscribers (users who have a mailbox on the voice mail system). - Call Answering: When the called party is busy , or does not answer the telephone, the caller is automatically routed to the voice mailbox of the called party. The caller will hear a personal greeting and is prompted to leave a message. - (Intentional) Messaging: This offers subscribers the possibility to record voice messages and send them to other subscribers or to a group of subscribers without ringing their extensions. After listening to the message, the recipient can reply immediately to the message or redirect the message to other subscribers. The voice messaging function is not limited to telephone sets within the organisation. Subscribers can send and retrieve voice messages from any DTMF telephone. When a new messages arrives, the voice-mail system notifies the subscriber. Notification is possible in more than one way. This depends on the features provided by the subscriber's telephone set, including via a message waiting lamp or special ring. Voice-mail ensures that all calls are always answered and that important messages are received, regardless of the time of day or the presence of the recipient. It allows people to communicate without immediately talking to each other, thus eliminating 'telephone tag'. It saves message-taking time on behalf of colleagues and, at the same time, it eliminates incomplete and inaccurate messages handed over by colleagues. Audiotex Audiotex offers callers access to pre-recorded information 24 hours a day. After listening to menu options, callers use the keypad of their telephone to select the item they want to hear. Audiotex is an efficient way of providing information over the telephone. It frees employees from answering routine questions so they can perform other tasks and the information can be accessed 24 hours a day. Examples of information that can be distributed beneficially via audiotex are cinema programs, weather forecasts, office opening hours or airline flight information.

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Note: Audiotex is not the same as IVR (Interactive Voice Response). IVR is a term that is usually reserved for systems that have a connection with a host computer or database which stores the information that is retrieved or entered through the IVR system. The information is often caller-specific. In Audiotex, the information is pre-recorded and stored in the VM505 itself. The VM505 does not support connection to host computers or databases! The VoiceManager 810 system offer full IVR functionality. Integrated functionality The VM505 provides full integration of the Automated Attendant, Voice Mail and Audiotex functions. As a result, they are easy to combine into a single application that can be tailored to meet the needs of a particular organisation. For example, a service department may use a combination of the Audiotex facility and the Automated Attendant to "qualify" a call to ensure that it will be submitted to the correct specialist. The integrated application is made available to users via a transaction box, which is described hereafter. Transaction boxes A transaction box is a multifunctional, programmable mailbox that can be used for programming call transfers, building audiotex menus or taking messages in any sequence. It is the universal building block used to build customised applications. In principle there is no limit in the number of transaction boxes. However, in practice, a limit of 100 is likely on a VM505 system, based on the storage capacity of the Flash disk. Subscriber self-enrolment New subscribers personalise their voice mailboxes record their name, spell their name, record a personal greeting and set a security code by telephone. Personalised greetings Users may record two separate personal greetings, a standard greeting and an alternate greeting. The two separate greetings allow users to record a new greeting for holidays, vacations or other special occasions, without having to delete their standard greeting. Remote access to voicemail Subscribers can access their voice mailbox from any remote DTMF telephone. All functions and features accessible from the subscriber's own telephone are also accessible from the remote telephone. For example, the subscriber can use a remote telephone to turn message delivery on or off, or change the delivery options, as well as to retrieve messages. Message delivery & handling Messages can be delivered to any telephone - home, work extension, pager or mobile telephone. Each subscriber can have up to four separate telephone numbers and dial-out schedules. The message delivery options can be sequential for each telephone number and programmed by the subscriber. A message can be cancelled after sending (provided the recipient has not opened it) or redirected after reception to one or more other subscribers. Received messages can be

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archived. Call distribution to multiple recipients Up to 10 distribution lists can be created on the system, to allow a subscriber to send a voice-mail message to several people from one call. Access to the distribution lists is controlled by the administrator. Special delivery options Users have the option to mark messages with one or more of the following special delivery options: urgent, private, future and return receipt requested. Subscribers can also change or add to the special delivery settings of a message after it is sent. - Urgent. Messages marked with urgent will be heard first, before regular messages. Urgent messages from other subscribers and guests are played before urgent messages from outside callers. The system also tells subscribers how many new messages are marked urgent. - Private. Private messages cannot be redirected to other subscribers. - Future. The sender can mark the message for delivery at a later date and time. - Return receipt requested. The sender of the message is told when the recipient has heard the message. Return receipts & receipt summaries Receipt summaries tell the sender whether any or all of the messages sent a particular subscriber have been opened, and whether the recipient has left the sender any messages. Return receipts give subscribers detailed information about each message that is sent, including exactly when (date and time) the recipient opened the message. For a group message, return receipts tell when everyone in the group opened the message (or for dispatch groups, who heard the entire message and when). The sender receives the message receipt as soon as the recipient listens to any part of the message, even if the recipient saves the message as new. Once the recipient has opened a message, the sender cannot cancel the message or change its delivery options. Call screening The VM505 can screen calls to a subscriber. The system asks the caller's name and announces it before transferring the call to the subscriber. Subscribers can turn call screening on and off by telephone. After hearing the caller's name, the subscriber can press "1" to accept the call or "2" to transfer the call to his/her voice mailbox. Note: This feature is not available on the following sets: C211, P171, P271, S271, ErgoLine D310. Call holding Call holding gives a caller the option to hold for a busy extension to become available. The system can place callers on hold, inform them of their position in the holding queue, and update this information periodically. Subscribers can turn call holding on and off by telephone. In addition, the system administrator can restrict certain subscribers to be able to turn call holding on and off. Up to nine different on-hold prompts can be recorded for callers waiting in a subscriber's queue. Prompts can be recorded to play information or

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music. Alpha directory with automatic transfer to subscriber When an outside caller enters the first three letters of the desired party's last name, the system automatically dials that extension number. Callers are told the extension number for future reference. Individual subscribers can control, by telephone, whether they are listed in the directory. Voice-detect voicemail interface Voice-detect allows outside callers to use the voice-mail system by speaking, instead of pressing keys. Caller makes choices or responds to prompts by saying Yes or remaining silent for No (grunt detect: system only distinguishes between speech and the absence of speech). Voice-detect call holding lets callers without tone telephones hold by saying "Yes" instead of pressing "1" or remaining silent for "No". Message storage The voice messages are stored on a flash-disk. Thus, the size of the flash disk minus stored programs and prompts determines the message storage capacity. The VM505 has 16 to 18 hours of storage capacity in total. The required storage capacity for a given installation is mainly determined by the voice mail application. Automated attendant and audiotex will not affect the storage estimates to any great extent. When the number of minutes of message storage left on the system is equal or less than a value specified by the system manager, the system asks subscribers to delete unnecessary messages. System management Selected system errors are communicated to the system manager via a message left verbally by the voice-mail system. The system offers five types of on-line reports - usage reports, directory reports, a busy port report, a call log and an error log. Reports can be viewed on-line, sent to a printer or exported, for example to a Microsoft Excel file. The system manager can change settings quickly via an intuitive, easy-to-use telephone conversation with the VM505 system. In addition, the Quick Edit feature provides an easy way to add or change some of the most common multiple subscriber features on the same screen. The system manager can press the "local connect" button and enter the extension number to make a connection with the system for playback or recording of prompts. The VM505 automatically calls that extension. The "graceful shutdown" feature allows the system manager to close off each port as it becomes available and then shut the entire system down without cutting off callers or subscribers. System management console The console interface for the system manager is based on HTML (HyperText Mark-up Language) which has been popularised by the World Wide Web. The HTML interface is an intuitive, easy to use point-and-click interface. VM505 offers the following methods for accessing its console: - Remote access via HTML and the Internet; - Remote access via HTML and the Intranet (LAN); - Direct link to a laptop PC via serial cable (with HTML interface);

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- Local or remote access via system manager's conversation. Remote maintenance Every VM505 system includes an on-board Ethernet connection and remote maintenance software. The remote maintenance software is enabled when the system is licensed. This functionality is used to link the VM505 system to an off-site PC, thus enabling remote access to the HTML system administration screens, via a standard browser program. It enables support and problem solving to be provided without an on-site visit, by allowing: - an off-site service engineer to monitor and adjust the VM505's operation remotely; - the system manager to perform system administration from any PC connected to the LAN. Remote maintenance can also be performed via FTP (Ethernet) or via a modem connected to a serial port. On-line documentation All the VM505 documentation is available on-line at the HTML console. Information is organised by topic and detailed information about each field is provided. Update functionality The number of ports on a VM505 can be upgraded by sending a new license string to the PCB via a modem connection or the internet. General hospitality functions The following general hospitality functions are provided: - support for wake-up calls; - date/time stamps on all messages; - guest directory, accessible by external callers. Optional multi-lingual package provides auto-attendant conversations for external callers in any mix of the following languages: Arabic, Brazilian Portuguese, Danish, Dutch, French, German, Italian, Mandarin Chinese, Spanish, Swedish, UK English and US English. Guest mail functions The following guest mail functions are provided: - Easy-to-use mailboxes for guests; - Guest mailbox security via access codes/passwords; - Guests may record a personal greetings message for their mailbox; - Automatic storage of unheard messages when the guest checks out. Optional multi-lingual package provides guest mailbox prompts in any mix of the following languages - Arabic, Brazilian Portuguese, Danish, Dutch, French, German, Italian, Mandarin Chinese, Spanish, Swedish, UK English and US English. PMS integration A VM505 can optionally be integrated with most of the commonly-used Property Management Systems, including Fidelio (LAN), CLS, HIS and Lodgistix. Subject to the functionality of the PMS, the following general hospitality functions can be provided: - Automatic set-up and activation/deactivation of guest mailboxes when the guest checks in/out;

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Mailbox disable, to route all calls to the operator; Automatic password assignment; Automatic language assignment; Automatic notification at check-out if the guest has unheard messages; Automatic transfer of mailbox if the guest's room is changed; Front desk staff can change a guest name or password from within the PMS; Check-out can be undone, restoring a guest to the room and all parameters (password, security code, personal greeting, language choice) to the associated mailbox; A guest can be notified that the front-desk is holding a letter, message or package for them.

2.8.

VoiceManager 560

The VoiceManager 560 provides a feature-rich voice mail and automated messaging system for large businesses. It is available in two models: the VM560 standard and the VM560 with TeLANophy. Both models run on industry-standard desktop or tower PCs, and support between four and 64 messaging ports. For either implementation, the number of mailboxes and transaction boxes that can be supported is unlimited. However, the number of concurrent mailbox users that can be supported depends on the number of ports and the intensity of use. When more than 16 ports are fitted, at least 500 users can access voice mailboxes at the same time (depending on traffic).

2.8.1.

VM560 basic functions

Basic functionality The VM560 has the same basic functions as the VM505 system: - VoiceMail; - Automatic Attendant; - Audiotex. Automatic Attendant - added functionality The Automatic Attendant on the VM560 has two items of added functionality: - Call Screening: before forwarding an incoming call to an extension, the system asks the caller's name, then privately replays this to the user, allowing the user to decide whether to take the call immediately or have it transferred to their mailbox. - Call Holding: if a called extension is busy, the system offers the caller the option of holding until the extension is free. If the caller accepts this option, the system informs them of the number of people in the queue for the extension and their own place in that queue. Information about the queue is updated from time to time and the updated information is relayed to the waiting caller. Options

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The following optional components are available: - FaxMail: receives and stores a user's faxes in a mailbox similar to a voice mailbox. The system will notify the user when a new fax message is received. The user then can treat the message just like a voice mail message - retrieve it when required, send it for printing on any fax machine, forward it to another person, or keep it for later disposition. - Fax-on-Demand: allows a business to create a library of standard documents from which a caller can select one or more documents for automatic transmission to any specified fax machine. Documents in the library are available 24 hours a day, and are therefore accessible to callers around the world at the times most convenient to them. In addition, because the entire service is automatic - from document selection to fax transmission - not only is the time required to obtain a standard document reduced but the need for 24-hour operator service is reduced or even removed entirely, leading in potential reductions in time and personnel costs. - TeLANophy: see VoiceManager 560 with TeLANophy. Multi-lingual functionality The VM560 provides true multi-lingual support. In addition to the standard personal greeting which may, of course, be recorded in any language, the system provides the following general multi-lingual support facilities: - Each mailbox may be assigned a language of its own - when the mailbox owner calls the system to collect voice mail, the system automatically switches all prompts into the selected language. - A Language Selection Box can be added to the front-end of the system to allow incoming callers to select the language in which system prompts will be heard - when this option is implemented, all callers are routed to the language selection box where they can select the required language from a menu. Customer-personalised greetings, menus & notes The opening greeting, menus and information notes transmitted by the audiotex application or the automated attendant are always recorded by the customer, and therefore, like a voice mail user's personal greeting, can easily be made available in any language - or languages - of choice. Simple, friendly, customisable user interface The VM560 offers sophisticated features and is still easy to use. The system helps users getting started, via the subscriber self-enrolment script, which reduces the workload of the system manager. The VM560 has a unique, conversational user-interface - the system asks simple questions which the user answers by pressing 1 for Yes, 2 for No. This interface enables novice users to use all the features in the system with ease. Experienced users can speed up operation by setting up speed keys to jump directly to specific menu options or entering, in advance, the entire set of numbers corresponding to the choices that would be made at each level of the menu tree (dial ahead). The system only contains a few system-wide parameters; most are set on mailbox level. As a result,

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users can customise their VoiceManager environment, instead of being forced to use the system's default settings. Programmable transaction boxes Programmable transaction boxes allow businesses to create customised applications containing elements of voice mail, automated attendant or audiotex functions. Within a transaction box, voice mail, automated attendant and audiotex are not separate modules but are closely integrated. Functions or applications do not need to be allocated to specific ports, although this is possible. All ports are used to answer all type of calls providing more efficient port usage.

2.8.2.

VoiceManager 560 with TeLANophy

TeLANophy combines all the functionality of the VM560 and the local telephone system, and operates them from a PC. It uses the capabilities of the messaging agent installed on the PC (for example, Novell GroupWise, Lotus cc: Mail, Microsoft Outlook or the MS Windows '95 messaging service). TeLANophy also integrates the entire functionality of the VM560 with the corporate local area network (LAN). It establishes a communication pathway between the VM560 and PC workstations attached to the LAN, and provides unified messaging and complete call management to the desktop PC. TeLANophy makes managing a complex messaging environment easier, by organising all the user's messages - voice mail, e-mail and fax - into a universal mailbox. Users control all their voice mail, e-mail and fax messages from a networked PC via the MS-Windows graphical user interface (GUI) or from a telephone anywhere in the world.

Figure 2-1 VM560 with TeLANophy

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2.8.3.

Basic functions of the VM560 + TeLANophy

TeLANophy has the following standard operational capabilities: Unified messaging - E-Mail Notify/Delivery - E-Mail Notify/Delivery lets you know when new e-mail, fax or voice messages arrive. Information is provided about each message. E-Mail Notify/ Delivery alerts the user to newly delivered voice and fax messages as well as to e-mail in the inbox. - E-Mail Reader - This module uses text-to-speech conversion to allow the user to listen to any e-mail message. It also plays any .WAV file that may be attached to an e-mail or fax (a voice message, for example). Replies to messages can also be recorded as a .WAV file, for sending a voice mail message or as an e-mail attachment. In conjunction with the ViewFax application, the E-mail Reader can fax e-mail messages to any fax machine. - Messaging/Groupware Integration - TeLANophy can integrate seamlessly with e-mail/ groupware applications such as Microsoft Exchange/Outlook 97, Novell GroupWise 5.0 and Lotus cc:Mail so users can access voice, fax and e-mail from a single universal inbox. The result is a significantly enhanced yet intuitive interface that users can understand and use immediately. Voicemail Voicemail messages appear in the messaging agent's inbox window as an e-mail message with a different (voicemail) icon. Double-clicking on the voice message plays it through the telephone or soundcard of the PC. E-mail E-mail is viewed through TeLANophy in exactly as it would ordinarily be viewed through the e-mail interface provided by the installed agent, whether that is the Windows '95 inbox, Microsoft Outlook, Novell GroupWise, or Lotus cc: Mail. Fax (mail) The ActiveFax application allows incoming faxes to be viewed in the same way as e-mail messages. They can be forwarded, printed, attached to a voicemail message, and forwarded to colleagues. Compound messages A compound message is an e-mail message with a voice annotation and/or fax attached to it. TeLANophy sends the voice message as a .WAV file (which may be played via a PC soundcard) and the fax as a .TIF file (which may be viewed through an internet browser).

2.8.4.

VM560 + TeLANophy options

Optional functions delivered by TeLANophy on the VM560 include: ViewMail

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ViewMail makes voice and fax messages available at a glance and can sort them in any order. The intuitive Microsoft Windows interface shows the sender's name, subject and the date and time messages were sent, which allows messages to be prioritised easily and responded to immediately. Messages are managed with a few mouse clicks. Intuitive buttons let the user hear, leave, reply, redirect, archive and delete them instantly, and they can be rewound, paused and fast-forwarded during playback. On multimedia PCs, ViewMail even lets the user control messages without picking up the telephone, by using a sound device to play and record messages. ViewMail for Microsoft Messaging (VMM) Whether MS Exchange, Outlook or the Windows Messaging Inbox is being used, VMM provides access to voice and fax mail along with e-mail, giving the user complete control over messages from their desktop PC or any touch-tone telephone. VMM has all the easyto-use features of Exchange and Outlook, including drop down menus, toolbar buttons, context sensitive help, and tool tips and takes advantage of important Exchange and Outlook features so that data from messages can be used with other applications. This makes managing tasks and appointments, organising information and sharing it with others easier than ever. Intuitive VCR-style buttons are used for playing messages and a click on the Rewind, Pause, or Fast Forward buttons allows the user to move quickly through messages. Messages, including voice and fax messages, can be redirected to any subscriber or group of subscribers. Voice and fax messages can be attached to e-mail messages; the voice message attachments are forwarded as WAV files and the fax message attachments as TIF files. ViewFax ViewFax sends faxes directly to a ViewMail or ViewMail for Microsoft Messaging inbox instead of a fax machine, thus allowing faxes to be sent or received even if a fax machine is unavailable. This option provides on-screen access to faxes plus the ability to send faxes to any printer, which saves time, improves fax handling, and ensures hard copies are never misplaced or removed from the fax machine without the recipient knowing. Urgent messages can be responded to instantly and using the most appropriate means -- return fax, voice, or e-mail. In addition, documents can be redirected to other subscribers and groups or deleted without printing them, and fax activities can be tracked accurately from the PC. Each fax is stored automatically until required. The document is viewed by clicking on the ViewFax button; each page of the fax is displayed separately. Any part of the contents can be copied and pasted into another document. A voice attachment can be played by clicking on the Play button. With ViewFax's Print-to-Fax capabilities, you can send faxes anywhere without leaving your desk. You simply load the Print-to-Fax driver in your available printers. To fax a document, you then select the Print commands from the application you're working in and choose the Print-to-Fax driver. Print-to-Fax also integrates with many popular personal database applications, so you can deliver a fax to any contact in just a few seconds. E-Mail Integration

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The optional e-mail integration packages: - give users 24-hour two-way access to e-mail messages from any touch-tone telephone via an intuitive telephone interface; - allow users to respond to e-mail messages while they are out of the office; - provide information about e-mails and attachments, including file names and sizes; - allow the user to play attached audio files; - where applicable, display e-mail messages (including attachments) via the Microsoft Messaging agent (Outlook, Exchange, etc) or cc:Mail display windows.

2.9.

VoiceManager 580

The VoiceManager 580 provides a feature-rich voice mail and automated messaging system for large businesses. Its functions can be accessed by users of both analog and digital telephones.

2.9.1.

VM580 hardware

The VM580 runs on an industry-standard desktop or tower PC, providing a high level of scalability, dependability and speed. It supports between four and 128 messaging ports, and offers businesses the possibility of extending their telephony functions to support the multimedia environment of IP (Internet Protocol) telephony. The number of mailboxes and transaction boxes that can be supported is unlimited. However, the number of concurrent mailbox users that can be supported depends on the number of ports and the intensity of use. When more than 16 ports are fitted, at least 500 users can access voice mailboxes at the same time (depending on traffic).

2.9.2.

VM580 software

The VM580 runs as a native 32-bit system under Microsoft Windows NT and provides an Active Directory LDAP, together with support for TAPI 3.0, TAPI/WAV, and DirectStream. It runs as an integrated Exchange and Active Fax server, which uses the Exchange database and ensures a very high level of Back Office integration. A text-to speech capability is available for Microsoft Exchange e-mail in English. VM580 functions are well integrated with Microsoft Outlook (English-language environments only). Maintenance is via a simple administration package running on a HTML console.

2.9.3.

VM580 functionality

Windows NT integration

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The VM580 runs under Windows NT 2000 as a fully-integrated Exchange and Active Fax server. As a result, the VM580's functionality integrates well with MS Back Office products, as well as with MS Outlook. APIs & protocol support The VM580 supports the Active Directory LDAP, TAPI 3.0 and TAPI/WAV and DirectStream data transfer protocols. Support for Internet Protocol (IP) telephony, including multi-media functions, is built-in. Basic functionality The VM580 has the same basic functions as the other VM500 series systems: VoiceMail, Automatic Attendant andAudiotex. VoiceMail - extra features In addition to the standard features of VM500 series e-mail, the VM580 provides a textto-speech capability for Microsoft Exchange e-mails in English. Automatic Attendant - call screening & holding The Automatic Attendant on the VM580 includes: - Call Screening - before forwarding an incoming call to an extension, the system asks the caller's name, then privately replays this to the user, allowing the user to decide whether to take the call immediately or have it transferred to their mailbox. - Call Holding - if a called extension is busy, the system offers the caller the option of holding until the extension is free. If the caller accepts this option, the system informs them of the number of people in the queue for the extension and their own place in that queue. Information about the queue is updated from time to time and the updated information is relayed to the waiting caller. Multi-lingual functionality The VM580 provides true multi-lingual support. In addition to the standard personal greeting which may, of course, be recorded in any language, the system provides the following general multi-lingual support facilities: - Each mailbox may be assigned a language of its own - when the mailbox owner calls the system to collect voice mail, the system automatically switches all prompts into the selected language. - A Language Selection Box can be added to the front-end of the system to allow incoming callers to select the language in which system prompts will be heard - when this option is implemented, all callers are routed to the language selection box where they can select the required language from a menu. Personalised greetings, menus & notes The opening greeting, menus and information notes transmitted by the audiotex application or the automated attendant are always recorded by the customer, and therefore, like a voice mail user's personal greeting, can easily be made available in any language - or languages - of choice. Simple, friendly, customisable user interface The VM580 offers sophisticated features and is still easy to use. The system helps users

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getting started, via the subscriber self-enrolment script, which reduces the workload of the system manager. The VM580 has a unique, conversational user-interface - the system asks simple questions which the user answers by pressing 1 for Yes, 2 for No. This interface enables novice users to use all the features in the system with ease. Experienced users can speed up operation by setting up speed keys to jump directly to specific menu options or entering, in advance, the entire set of numbers corresponding to the choices that would be made at each level of the menu tree (dial ahead). The system only contains a few system-wide parameters; most are set on mailbox level. As a result, users can customise their VoiceManager environment, instead of being forced to use the system's default settings. Programmable transaction boxes Programmable transaction boxes allow businesses to create customised applications containing elements of voice mail, automated attendant or audiotex functions. Within a transaction box, voice mail, automated attendant and audiotex are not separate modules but are closely integrated. Functions or applications do not need to be allocated to specific ports, although this is possible. All ports are used to answer all type of calls providing more efficient port usage. Administration & maintenance VM580 administration tasks take place via a HTML console which is both easy to learn and simple to use. A remote maintenance option is available.

2.9.4.

VM580 options

The following optional components are available: ActiveFax integration The VM580 can act as an ActiveFax server. FaxMail Receives and stores a user's faxes in a mailbox similar to a voice mailbox. The VM580 will notify the user when a new fax message is received. The user then can treat the message just like a voice mail message - retrieve it when required, send it for printing on any fax machine, forward it to another person, or keep it for later disposition. Fax-on-Demand Allows a business to create a library of standard documents from which a caller can select one or more documents for automatic transmission to any specified fax machine. Documents in the library are available 24 hours a day, and are therefore accessible to callers around the world at the times most convenient to them. In addition, because the entire service is automatic - from document selection to fax transmission - not only is the time required to obtain a standard document reduced but the need for 24-hour operator service is reduced or even removed entirely, leading in potential reductions in time and

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personnel costs.

2.10.

VoiceManager 810

2.10.1. VM810 hardware & architecture


Each VM810 system has three major components: The application server defines the computing environment in which the VM810 software resides and provides centralised management and control, as well as optional secure voice storage. The application server can be a personal computer or a workstation. It interfaces to the port server, via a command link on Ethernet. The port servers are intelligent voice processing peripherals, each providing call and speech processing, as well as voice storage. Interfaced to either a CO- or PBX-based, telephone system, these units answer calls, process and store speech, all under the direction of commands coming from software on the application server across a command link. An Ethernet-based, high-speed network is used to control the port servers and transfer voice files between the port servers and the application server, as well as among the VM810s port servers themselves.

Shown hereafter is an inside look at the basic VM810 port server architecture, with the Ethernet LAN linking the port servers which, in turn, interface directly to a public or private telephone network.

Figure 2-2 VM810 port server architecture. The VM810 is a so-called folded system, containing both application and port server in one physical site. Using this technique, up to four port servers, with 48 ports each, can be supported by each application server. Further scaling is accomplished by adding more application servers and port servers. In all configurations, the VM810 system interfaces to the application server via an Ethernet LAN connector. The Ethernet card provides a networking capability between the application server and port server, as well as between any number of

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port servers themselves. Because of the open architecture, voice, telecommunications, and computing technologies can easily be integrated within the system at the board level. The VM810 uses a highly scaleable, Windows NT-based, voice processing platform that facilitates the operation, administration and development of a wide range of Interactive Voice Response (IVR) applications, including automated attendant, audiotex, voice messaging and fully automated business transactions with database integration. Thanks to the client/server architecture, its systems can be networked to expand without any limitations. The VM810 is available in a desktop/tower version (VM-810) or an industrial multi-slot rack model (VM-810R). Each desktop/tower VM810 supports from two to 12 ports in an analog environment and from two to 30 ports in a digital environment, while a VM810R can support up to 36 analog ports and up to 90 digital ports. A 14 inch monitor, keyboard and mouse are supplied as standard, as are hard and floppy disk drives. Optional extras include a DAT drive for backups and a larger monitor. Software Raid 1 and Raid 5 can be made available as options, by adding additional disks and using NT Diskmanager software. An external modem is required if the remote maintenance option is to be used. A 4- or 8-port fax board, supporting up to 48 concurrent fax sessions, may be fitted to the basic VM810 hardware. Fax is a 'shared' device on the SC-bus. No external cabling required. Scheduled faxing , hot fax, broadcast etc are supported. VM810s allow call-conferences of two to eight parties. For connecting two parties only, no additional hardware is required. When there are more then two parties to be connected or an audio source (music on hold) must be made available, an MSI board is required. VM810 systems support pulse detection. The detection is done by hardware and is a 'shared' device on the SC-bus. No cabling is required. In pulse mode, each digit on a telephone keypad is uniquely represented by a series of pulses or clicks, separated by pauses of a particular duration. When a pulse mode call comes in, the pulse detection board detects both the number of pulses and interval between pulses. An uninterruptable power supply (UPS) can be provided for any VM810 system. In the case of VM810-R units, up to four units can be connected to a single UPS.

2.10.2. VM810 telephony interfaces


A VM810 system can connect to practically any telephone system, through either analog or digital lines and its multi-threaded 32-bit run-time environment will not only meet the rigorous demands of round-the-clock telephony applications but also give users access to the widest

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possible range of telephony hardware technology. VM810 applications have complete control of the PBX/key system functionality, including automatic transfer, dial-out prefixes, hold, pick-up, park, hang-up detection, caller ID, ANI, DNIS, DID, SMDI and light message lamps. In addition, VM810 applications can retrieve data from distributed databases and merge the information into voice or fax output. The telephony interface of a VM810 system requires a training digit to initialise pulse detection for each call. The training digit sets the mode (DTMF or pulse) for the call, and establishes a reference point for identifying additional digits. VM810 systems use (zero) as a default training digit because zero contains the maximum number of pulses and pauses and therefore provides the most accurate results. DTMF detection can be disabled when a pulse mode call comes in but both are allowed at the same time. If the remote maintenance option is taken, a country-specific external modem is required.

2.10.3. VM810 host integration


Host integration is typically configured to support 3270, SNA, VT100, or SQL access to hostbased databases. A typical VM810 platform voice response system is shown below. The configuration includes: application server, providing centralised system administration and control and supporting application creation and execution; multiple VM810 port servers, providing call handling, voice processing and voice storage functions; Ethernet network for file transfer and host integration; command link channels for: - communication of control data; - responses between the VM810 and Application Server. host integration via a 3270 communications link.

In this configuration, the majority of the real-time voice processing takes place in the VM810 units. The application server is not involved in real-time distribution or storage of voice data. Additional capacity is provided by the modular addition of ports and VM810s.

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Figure 2-3 VM810 host integration. All systems can be configured with built-in redundancy such that at least 50% of total system capacity is maintained across any single component failure. Growth capability is achieved by modular upgrade of application servers, disk storage, additional communication links, and additional voice processing units.

2.10.4. VM810 series functions


A VoiceManager 810 system can: provide sophisticated Interactive Voice Response (IVR) functions, which enable callers to interact with a computer system to enter or retrieve user-specific information; be used for installations varying in size from 4 lines to an almost infinite amount; connect to practically any telephone system, analogue or digital; be integrated with practically any type of IT infrastructure; manage the creation and operation of telephony applications; provide an easy-to-use IVR application generator, requiring minimal investment and low operational costs.

Access to user functions is via a 'conversation' - a series of spoken commands issued by the

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caller in response to aural cues from the VM810 - which provides an interface similar to the '1 for Yes; 2 for No' menu systems implemented in the audiotex functions of VoiceManager 100 and 500 series models. A VM810 system can provide its users with telephone access into a specific database system, for transaction processing or information provisioning. It offers automated solutions to organisations dealing with frequent similar database questions or modifications by external callers. Information extracted from the computer system is presented to the user via a message synthesised from pre-recorded voice segments. Interactive Voice Response - audiotex, query & transaction system IVR is characterised by a high access rate to stored voice messages and a relatively low rate of storage of new voice messages, plus an interactive host with a local database such as a mainframe or a local relational database. The stored voice messages comprise system prompts and application messages typically closely linked to the application itself. For these systems, the VM810 is configured to maintain all voice storage on its port servers. VM810 units are connected by an Ethernet network to support rapid distribution of stored voice messages between voice processing units and to support the backup and restoration of voice data on an application server. In multiple port server configurations, the voice data on each VoiceManager 810 port server will typically be largely identical. Voice messaging functions The VM810 provides a wide range of generic voice functions including: - Announcements/information lines; - Automated Attendant voice messaging; - Automated Attendant fax messaging; - Audiotex; - Text-to-speech translation; - Speech recognition; - Multiparty conferencing (in Normal, Monitor, Coach, Pupil or Input-only modes); - Outbound dialling; Voicemail boxes Mail, mailbox and distribution list manipulation is supported via an internal database mechanism. This function allows developers to create applications with mailbox support extremely rapidly. Features include: - extensible database records to add customised features; - text-to-speech (TTS) function to convert fax and email messages to voice; - database record manipulation via the built-in SQL database PowerBlocks; - automatic delivery of messages to distribution lists in the background without copying mail;

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- high-level PowerBlocks allow automatic playback of all the mail in a mailbox. Fax functionality The VM810 accepts outgoing faxes in various file formats, including ASCII, TIFF and PDX. Incoming faxes are stored in TIFF (class 3) file format. VM810 fax PowerBlocks allow developers to create corporate fax transmission to relay messages to vast audiences. Hardcopy information on request, with flexible fax-on-demand systems, can also be provided. Fax applications VM810 supports a number of fax applications including: - Fax-on-demand; - Fax-back; - Dynamic Fax; - Fax-transmission; - FaxVision. FaxMail This option allows the VM810 to receive and store a user's faxes in a mailbox similar to a voice mailbox. The VM810 will notify the user when a new fax message is received. The user then can treat the message just like a voice mail message - retrieve it when required, send it for printing on any fax machine, forward it to another person, or keep it for later disposition. Fax-on-Demand The Fax-on-Demand option allows a business to create a library of standard documents from which a caller can select one or more documents for automatic transmission to any fax machine. Documents can be selected and retrieved 24 hours a day, and are therefore accessible to callers around the world at the times most convenient to them. In addition, because the entire service is automatic - from document selection to fax transmission - not only is the time required to obtain a standard document reduced but the need for 24-hour operator service is reduced, leading in potential reductions in time and personnel costs. FaxVision FaxVision is a WYSIWYG (what you see is what you get) data-integrated fax publishing tool for VM810. It supports all common graphical formats, resident fonts, type sizes and styles, and allows its users to create aesthetically appealing fax documents in an intuitive, design environment. With FaxVision, users can create appealing fax documents in an intuitive, WYSIWYG design environment. It supports all common graphics formats, resident fonts, type sizes and styles. It also includes the tools to create common design elements like lines, fills and tables. FaxVision designer makes it easy to use any information from enterprise clientserver and host-based databases in attractive individually customised fax documents. The designer is seamlessly integrated into the VM810 graphical development environment. FaxVision's publishing tools allow anyone to combine text, graphics, and variable data -

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merged on the fly from enterprise databases or host terminal sessions - in pre-rasterised documents for rapid and wide distribution. FaxVision is fully integrated into the development environment. Applications created via this tools can be installed on any VM810 runtime system with fax hardware installed. FaxVision can be used to create applications that include: - FAX on demand; - One- or two-phone-call fax; - Complete database integration; - FAX broadcast, complete with distribution list maintenance utility; - FAX mail; - Send and receive on same or different phone lines; - Dynamically allocate fax lines while your application is running; - Fax scheduling; - Custom cover sheets and page headers; - Graphically-designed fax documents, including use of the custom fonts; - Embedded data from databases. When working with a database, FaxVision permits the user to put data into columns, automatically resize data/text fields for variable sizes, and to format numbers, dates and strings. Call conferencing A VM810 supports conferences of 2 to 8 parties. For connecting 2 parties only, no additional hardware is required. When there are more then 2 parties to be connected or an audio source (music on hold) must be made available, an MSI board is required. One call-conferencing board can support up to 32 conference calls. Each cal can connect from 2 to 8 parties. A conference is created within an application by means of a Create Conference PowerBlock. A participant can be added to the conference with the Add to Conference PowerBlock, which is also used to select the participation mode for that participant. Supported modes for conferencing: - Normal - In normal mode, a participant is able both to hear and to speak to all of the other conference participants. - Monitor - In monitor mode, a participant can listen in on a conference but cannot speak. This mode allows a person to monitor a conference without interrupting it. - Coach - In coach mode, a participant who is designated as a 'coach' can listen to everyone in the conference, but can speak only to a participant designated as a 'pupil' Only the pupil can hear the coach. Typically, a training supervisor uses coach mode, and an agent uses pupil mode. - Pupil - In pupil mode, the pupil can be heard by all parties in the conference. The pupil is the only conference participant who can hear the coach. Typically, the pupil is the agent.

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Note: A conference may include only one coach and one pupil at any given time. - Input Only - In Input Only mode, a conference participant can speak to the conference but cannot hear anyone else in the conference. Input Only mode is analogous to a public address system in which a person can address the conference but no response is required. Call centre applications The VM810 architecture enables a VM810 to run call centre applications. These can route calls and send related data in tandem to the desktop via on-screen pop-up windows. This provides employees with vital information to process calls faster and more effectively. Users can intelligently monitor and filter calls in the desktop environment and forward them to voicemail, a holding queue, or another phone. In combination with the SOPHO ContactCentre series of call centre solutions, it can provide dynamic queue announcements. Multi-lingual capabilities Its applications can support multiple languages simultaneously, and the speech-recognition software supports several languages, including English, French, German, Dutch and Spanish. Prompt recorder/editor The integral graphical prompt recorder/editor, in conjunction with any SoundBlaster card, enables the user to generate professional quality prompts on-line. Graphical user-interface The VM810's graphical, object-oriented user-interface allows cost-effective application development, and it has features that allow the on-board applications to be easily customised to your requirements.

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