Front Cover.doc

Installation &
Maintenance
Manual
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Release 4.5
Revision 1.5
July, 2003

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CHAPTER 1
Introduction

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Introduction
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Section

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1 - Introduction
You should read this document before installing, reinstalling or making changes to the system. You
should become familiar with the Perfect Voice Office Pro features, the system set up and
configuration.
Overview
Perfect Voice Office Pro is a full-featured voice and call processing software product designed to
meet corporate needs with seamless telephone integration and LAN connectivity on a 32-bit
platform.
Every business, regardless of size, needs to communicate information quickly and efficiently to
compete in today's business environment. With Perfect Voice Office Pro, an organization can truly
streamline its inter-office communication by providing superior applications that give the flexibility
to excel in today's competitive climate.
The Perfect Voice Office Pro system uses software, a personal computer and speech processing
boards to automatically process telephone calls. Perfect Voice Office Pro answers telephone calls,
manages spoken messages, notifies Users of messages, transfers calls, and makes calls to deliver or
retrieve information.
The automated attendant feature in Perfect Voice Office Pro may also provide access to company
directories, automatic transfer of callers using rotary phones to a receptionist, after-hours answering
and holiday greetings. The attendant can screen callers for the User, provide music or product
messages while a caller is on hold in queue, and redirect a call either before it is transferred to an
extension or if the extension is busy or not answered.
Perfect Voice Office Pro can eliminate telephone tag, inaccurate messages, and lost messages. Voice
messaging allows a mailbox owner to receive, send, delete, skip, redirect, review, and update
messages. Users may pause, fast-forward, and rewind messages during playback; send copies of
messages to other Users; and confirm message reception.
Perfect Voice Office Pro is a menu-driven system with voice prompts. Through the use of voice
prompts, Perfect Voice Office Pro conveys available options. Users may interrupt the prompts by
pressing the telephone keypad button for an option before the voice prompt is finished.
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The Perfect Voice Office Pro's sophisticated multilingual feature makes it the perfect product for
today's global economy. Business has no borders or official language. Perfect Voice Office Pro may
be set up to communicate in up to nine simultaneous languages, providing companies the corporate
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services traditionally found in only large corporations.

Voice Messaging
Users may leave, retrieve, save, delete, and forward messages, change personal greetings, and record
new greetings from any touch tone telephone 24 hours a day. Perfect Voice Office Pro provides
added security with complete password protection to access an individual's mailbox.

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Introduction
Automated Attendant
The Automated Attendant increases call processing capabilities within a company. Perfect Voice
Office Pro answers incoming calls and transfers them to the appropriate extensions. It performs
promptly, courteously, and professionally 24 hours a day, 7 days a week. Valuable customers
won't have to spend time waiting to be transferred but a live operator is always available for those
who may need special assistance. For sales, order desk, accounts payable, shipping, and many other
departments, the Automated Attendant significantly accelerates caller connection. It can be used full
time or only as required, such as during peak calling periods, overflow situations, after hours, lunch
breaks, holidays, etc. Callers who don't know their party's extension number may access directory
assistance. The attendant can screen callers for the user, provide music or product messages while
the caller is on hold, and redirect a call either before it is transferred to an extension or if the
extension is busy or not answered. Perfect Voice Office Pro can connect callers to users who are
offsite by giving callers direct access to the user's cellular, home telephone, or branch office. It gives
callers single digit access to departments or individuals and direct access into a full-featured
audiotext menu. It can answer in multiple languages, and continue in the caller's language if the call
is transferred to a mailbox.

The Automated Attendant maximizes telephone line efficiency and is far more economical than
direct-inward-dialing services. It improves customer service and employee satisfaction by enabling
callers to get directly to the person with whom they wish to speak.

Voice Menus
Perfect Voice Office Pro voice menus are used to design full-featured custom designed call routing
applications. Global PIN numbers may be used to identify particular callers throughout the system
for routing purposes. Through the use of voice menu audiotext "trees", messages can be pre-
recorded to provide important information. Callers may then leave responses using the Perfect Voice
Office Pro IVR functions. Voice menus ensure that callers get the information they need, at anytime,
without any assistance. The information is available to them 24 hours a day 7 days a week.
Voice menus may be used to create industry-specific solutions such as banking applications,
education, insurance, and hospitality.

Perfect Voice Office Pro Gives You the Power To:
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Depending on how Perfect Voice Office Pro and users are configured, below are some of the
powerful features of the system.
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System Administrators
Perform administrative functions utilizing the user-friendly Windows interface or the
telephone keypad
Set up multi-tenanting for multiple company, or department applications. This includes
independent greetings, holidays, languages, business hours, operators, etc.
Assign single digit caller options and day / night operators.
Custom-program call routing applications with full-featured audiotext.
Create global schedules that may be applied to voice menus, e-mail, call routing tables, or
PIN routing tables.
Customize mailbox templates for users
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Assign a personalized operator for each mailbox.
Create customized Classes of Service for mailboxes
Get online help, administration, diagnostics, and reporting.
Users
Record up to 99 personalized greetings to answer incoming calls.
Record personal greetings in more than one language.
Record telephone conversations.
Create up to 99 individual distribution lists per user.
Control message play back with pause, rewind, fast forward, & skip messages functions.
Mark messages as urgent or certified for return receipt verification.
Block calls to user's extension.
Screen calls to user's extension.
Announce calls to user's extension before the caller is transferred.
Login or out of the system. "Logged in" status allows transfers. Logged out status does not
ring the extension and plays the "Gone Home" greeting.
Turn time and date stamp of messages on or off.
Have flexible internal or external message notification.
Have Unified Messaging via E-Mail.
Send text messages to other network users.
Callers
Use directory assistance to search by user's name.
Review and/or re-record messages before sending.
Mark messages as urgent before sending.
Page a user through the telephone system intercom.
Announce calls through the telephone system intercom.
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CHAPTER 2

Installation

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Installation
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Section

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1 - Installation Checklist

Complete Pre-Installation Worksheets

· Transfer Parameters

· Message Light Parameters
· Intercom Paging Parameters
· Inband Signaling Parameters (if used)
· User Directory
· Business Hours
· Company Greetings Scripts
· Mailbox Class of Service
See Installation, pages 5-11

Unpack and Inspect the System
See Installation, page 12

Placement of the System
See Installation, page 12

Assemble & Set Up the System
· Test the AC Outlet
· Install UPS
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· Install Sentinel Key
· Connect Telephone Lines
· Enter Dealer and Site Information
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· Log on/off Perfect Voice Office Pro
· Change the passwords
· Set up Network
See Installation, pages 13-38

Verify Integration Parameters
See Installation, page 39-77

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Configure the Database
At a minimum, the following must be completed. For more detailed information and
setting up specific features, refer to the Database Configuration section.
· Company Configuration
· Set up Class of Service(s)
· Create User Mailboxes

See Database Configuration

Program the Telephone System
See Installation, page 78

Install the Desktop Interface
See Installation, page 81

Testing
See Installation, page 86

Perform Training
· System Administrator
· End User
· Console Operator

See Installation, page 87
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Perform Final Cutover
See Installation, page 88
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Section

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2 - Before You Begin
Manage the Customer's Expectations
The management of the customer's expectations begins with the salesperson's first contact with the
customer and continues through the entire installation and acceptance process. The best tools for managing
the customers' expectations are product knowledge and communication with the customer. A pre-
installation meeting with the customer that includes a detailed discussion of how the system will be
configured should be held to help effect a smooth transition.
Although the customer may be intimately familiar with the communications problems at his site, he may
not know much about how Perfect Voice Office Pro can solve those problems. Armed with a thorough
understanding of Perfect Voice Office Pro's capabilities and the customer's problems, the installer is the
one in a position to engineer the best possible telecommunications solution. If the installer allows the
customer to engineer the solution, it may result in a partial solution and possibly a solution that cannot be
supported.
Use All Available Expertise
If a customer brings up issues that are beyond the scope of your immediate expertise, confirm your
speculations about a solution before making a commitment. Refer to other expertise within your company,
your Regional Sales Manager or Teleco Technical Support for answers to any questions you may have
about the product.
If you are not directly responsible for the telephone system to which the Perfect Voice Office Pro will be
interfacing, try to coordinate directly with the interconnect in charge. The installation of Perfect Voice
Office Pro requires a great deal of coordination between the programming of the telephone system and the
configuration of Perfect Voice Office Pro. The interconnect in charge should have access to the telephone
system manufacturer's technical support resources. No matter who is responsible for the telephone system
programming, make certain the customer's telephone system can be configured properly to match the
features desired by the customer on the Perfect Voice Office Pro. Even the most basic features of any
voice processing system depend on the ability of the telephone system to be configured appropriately.
Get All the Parties Involved
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Although the person who makes the decision to implement Perfect Voice Office Pro into his operation may
take it seriously, the individual responsible for actually implementing the solution may not. This individual
may work as an employee or may work as a contractor. It is important for everyone to recognize the
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significance of the changes to their organization as a result of the efforts of all parties.
For many sites, especially those sites that have never had voice processing before, Perfect Voice Office Pro
will change the way their business works, often in more ways than expected. A similar situation is evident
when a business purchases a computer system to do their accounting, replacing adding machines and hand-
written ledgers with spreadsheet software. Although many of the old problems will, by definition,
disappear, new problems may arise, especially if the technology is not handled properly or taken seriously.
Much of the success of any installation rests on the training and understanding of the key people in the
organization.

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Verify the Capabilities of the Customer's Telephone System
Even though the Perfect Voice Office Pro system has been shipped configured for the telephone system
identified on the sales order, the telephone system must be configured for proper interfacing with the
Perfect Voice Office Pro. For example, if the telephone system is to be programmed to forward busy calls,
some features of Perfect Voice Office Pro cannot be used such as Call Screening. Make sure your
customer's telephone system can be configured properly to match the features desired by the customer.
Installer Requirements
The installer plays a key role in the successful installation of the voice processing hardware and software.
In addition to performing the actual work of installing the product, the installer acts as a liaison between
the customer, telecommunications companies, and Teleco Technical Support. An installer is required to
have skills and experience in at least the basics of telephony and computer technology, including the
following:
Perfect Voice Office Pro Technical training certification.
Training and experience in at least the general concepts of telecommunications.
Expertise on the customer's telephone system or ready access to such expertise, including
telephone system documentation.
The ability to properly use analog telephone line monitoring equipment (see required equipment
below) and generate test calls to the system.
The ability to properly configure, install and remove circuit boards in a personal computer.
The ability to identify the basic components of a personal computer system, including the
motherboard, audioboard, video controller, etc.
A basic understanding of how to identify or specify a file in a Windows file system, specifically an
understanding of the meaning of a drive, directory, filename and extension.
Required Equipment
The installer must be equipped with the following tools to competently install Perfect Voice Office Pro:
Analog telephone line monitoring device (butt set with digit grabber is preferred)
Analog telephone line splitter
Industry standard single line 2500 set (or butt set)
Basic tools (screwdriver, pliers, cutters, etc.)
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Spare cables (modem, AC power, line cords, etc.)
Punch-down tool
Cable toner and amplifier
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Formatted floppy disks
Equipment For Remote Access
Much of the ongoing maintenance and changes to the system can be performed remotely. Using industry-
standard remote communications software, a technician may make changes to the system without being on
site. To perform these tasks remotely, the installer needs the following equipment:
A personal computer with a minimum of Windows 3.X and PC Anywhere 2.X and supporting a
serial port or internal modem. NOTE: Windows 95 and PC Anywhere 32 are strongly
recommended.
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A modem capable of communicating at a speed of at least 14400 baud. The remote
communications software supplied with the Perfect Voice Office Pro supports modems capable of
transmission rates between 14400 and 33600 baud.
A modem is provided with all systems and sites without modem access are subject to denial of support
services from Teleco Technical Support.
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Section

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3 - Getting Started
Before you assemble the Perfect Voice Office Pro system, you should fill out the pre-installation
worksheets below, verify that you received the necessary materials, and prepare the site.
Complete the Pre-Installation Worksheets
Before beginning the installation of Perfect Voice Office Pro, insure that the pre-installation
worksheets provided on the next few pages are completed. These worksheets help to verify telephone
system parameters, prepare the User Directory, identify company business hours, write scripts for the
company greetings, and specify the features for most Users.

Transfer Parameters Worksheet

Default
Enter
Parameter
Description
Value
Value
162-Default Rings
3
Number of rings before system returns a no answer.

163-Blind Transfer
&,
Sequence to place caller on Hold and perform a blind transfer - This
Protocol
parameter instructs Perfect Voice Office Pro on the sequence it should

follow to place a caller on hold before attempting a transfer to the
operator.
The following Special Characters may be used (& - Flash Hook and, -
Pause).
164-Supervised
&,
Sequence to place caller on Hold and perform a supervised transfer -
Transfer Protocol
This parameter instructs Perfect Voice Office Pro on the sequence it

should follow to place a caller on hold before attempting a transfer.
The following Special Characters may be used (& - Flash Hook and , -
Pause)
165-No Answer
&,
Sequence to return to caller in the event of a no answer.
Release

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166-Busy Release
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Sequence to get caller back in the event of a busy - This parameter
instructs Perfect Voice Office Pro on the sequence it should follow to

get a caller back when it encounters a no-answer condition.
The following Special Characters may be used (& - Flash Hook and , -
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Pause).
167-Transfer
<blank> Sequence to connect a call If your telephone system requires a connect
Connect Protocol
code (a code that must be dialed when connecting a transferred call),

here is where you would define it.
The following Special Characters may be used (& - Flash Hook and , -
Pause).
168-Handsfree
<blank> Sequence to connect a call - If your telephone system requires a connect
Announce Protocol
code (a code that must be dialed when connecting a transferred call),

here is where you would define it.
The following Special Characters may be used (& - Flash Hook and , -
Pause).
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Message Light Parameters Worksheet

Default
Enter
Parameter
Description
Value
Value
350-Message Light
Toshiba
This is the dialing string to activate the message-waiting lamp. Place
ON Code
#63E
an E where the Extension number would be in the string.
354-Message Light
Toshiba
This is the dialing string to deactivate the message lamp. Place an E
OFF Code
#64E
where the Extension number would be in the string.

Auto Attendant Parameters Worksheet

Default
Enter
Parameter
Description
Value
Value
146-Administrator
9999
This is the password to access the system administrator level.
Password

147-Installer
12345
This is the password to access the Installer level. It allows access to
Password
the System Parameters screens.

156-Paging Access
<blank>
This is the sequence to place a caller on hold, and access the intercom
Code
paging system, if applicable.
157-Paging Release
<blank>
This is the sequence to get the caller back after performing intercom
Code
paging, if applicable.
158-Paging Delay
<blank>
This is the time the system waits after paging before the call is
transferred.

Voice Mail Parameters Worksheet

Default
Enter
Parameter
Description
Value
Value
160-Minimum
4
Identifies the minimum message length for messages, in seconds.
Message Length

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Inband Parameters Worksheet

Default
Enter
Parameter
Description
Value
Value
182-Inband
0 Tells
Perfect Voice Office Pro that the system being integrated uses
Signaling
inband signaling. 1=Yes, 0 = No.
183-Inband Delay
1
The time that Perfect Voice Office Pro waits to hear incoming inband
signals. If no signals are heard in this time, Perfect Voice Office Pro
forwards to the Main Greeting. Value is specified in seconds
184-Inband Login
0
When the user accesses their mailbox, a password is required to access
Password
messages and features. This parameter activates the password
protection.
0 = Ask for Password, 1 = Don't Ask.
NOTE: This parameter is also used for SMDI.
185-Inband Login
0
The code sent by the telephone system to automatically Login to a
Code
mailbox to access messages and features. This is also known as "Auto
Station Login.
186-Inband Internal
<blank> The inband signal sent by the telephone system to indicate a no-answer
No Answer
condition on an internal call. This code tells Perfect Voice Office Pro
to send the caller to the Mailbox Greeting.
187-Inband
<blank> The inband signal sent by the telephone system to indicate a no-answer
External No Answer
condition on an external call. This code tells Perfect Voice Office Pro
to send the caller to the Mailbox Greeting.
188-Inband Internal
<blank> The inband signal sent by the telephone system to indicate a busy
Busy
condition on an internal call. This code tells Perfect Voice Office Pro
to send the caller to the Mailbox Greeting.
189-Inband
<blank> The inband signal sent by the telephone system to indicate a busy
External Busy
condition on an external call. This code tells Perfect Voice Office Pro
to send the caller to the Mailbox Greeting.
190-Inband Outside
<blank> Identifies What C.O. line that an inbound call has come in on. This
C.O. Call
code is only used for telephone systems that have C.O. line
identification.
191-Inband Invalid
<blank> The code that forces Perfect Voice Office Pro to go on hook. If your
Code 1
telephone system sends `garbage' codes to Perfect Voice Office Pro to
check line status, you may enter these codes here to indicate a hang-up
condition.
192-Inband Invalid
<blank> The code that forces Perfect Voice Office Pro to go on hook. If your
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Code 2
telephone system sends `garbage' codes to Perfect Voice Office Pro to
check line status, you may enter these codes here to indicate a hang-up
condition.
195-Inband
10
Identifies the maximum number of digits that the telephone system
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Maximum Digits
sends.
196-Number of
2
The number of digits sent to identify the incoming C.O. line.
Digits in C.O. String
197-Caller ID
10
The number of digits sent in Caller ID for inband calling.
Length

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User Directory Worksheet

Mailbox
Class of
Ext.
Last Name
First Name
Department
Number
Service

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Business Hours Worksheet
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Company Greetings Script

Description Prompt
Written script (Be sure to get all scripts approved before recording)
#
Morning Greeting

(Plays from
midnight to noon)
Afternoon

Greeting (Plays
from noon to six (6)
PM)
Evening Greeting

(Plays from six (6)
PM to midnight)
Closed Greeting

(Plays whenever
the Business hours
indicate that the
business is closed)
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N O T E
If the company is only open until 5:00 PM, the Closed Greeting begins to play at
5:00 PM. The Evening Greeting is never played.

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Mailbox Class of Service Worksheet

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Unpack and Inspect the System
Before unpacking, make certain that none of the shipping containers were damaged during shipment.
Do not open any damaged shipping containers. Contact your shipping agent for appropriate claims.
With Perfect Voice Office Pro, you should receive the following.

Materials Checklist:
Main system unit (PC) with Perfect Voice Office Pro software already installed
Keyboard
Perfect Voice Office Pro CD (pre-loaded)
Rhetorex or Intel audioboard(s) installed in the main system (quantity based on order)
Installation & Maintenance Manual on electronic media
Quick Reference Cards
User Guides
Hardware key (required for operation of system)
Windows NT/2000 Package (pre-loaded)
AC power cable for main system unit

Placement of Perfect Voice Office Pro
The Perfect Voice Office Pro system requires a stable horizontal surface, like any other computer system.
A sturdy table is ideal. Do not "temporarily" place the system somewhere it should not be. For example,
Perfect Voice Office Pro should never be placed on top of an air conditioning unit, filing cabinet, or
cardboard box.
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As with any electronic equipment, the system's environment should be near room temperature, with no
strong fluctuations in temperature or humidity and well ventilated. Dust can also be a problem, especially
on sites where there is construction activity in the same area. If this is the case, remove Perfect Voice
Office Pro and clean the area before reinstalling.
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Radio frequency interference (RFI) is rarely a problem, but has been known to damage electronic
equipment. Be sure the system is not placed near any strong sources of RFI, especially power transformers
or radio transmitting equipment.

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Section

4

4 - Assembling and Setting Up the
System
Checklist:
Test the AC Outlet
Install the Uninterruptable Power Supply (UPS)
Install the Sentinel Key
Connect the Telephone Lines
Set up the Network

Test the AC Outlet

N O T E
Before installing and powering telecom equipment, make certain that the outlet
being used for installation is wired correctly and provides acceptable voltage and
resistance readings. Failure to complete this step can cause system damage, poor
protection or degraded system performance. Tests should only be performed by a
qualified technician using a digital multimeter.

The Outlet Configuration
There are three slots in a standard 120VAC outlet:
Hot: The hot conductor delivers energy to the load (telephone system) through the smaller vertical
slot (See below). It connects to a fuse or breaker at the service panel.
Neutral: The neutral conductor is grounded and completes the circuit from the load (telecom system)
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to the service panel. It is typically referred to as the system ground and is the longer vertical slot.
Ground: The ground conductor is the hole below the two vertical slots (hot and neutral) and provides
a path for fault current between the load (telecom system) and earth. It is also known as the equipment
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ground.

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Is the Outlet Acceptable?
The following steps aid the technician in determining the AC outlet's acceptability. This test does not
determine the quality or condition of the power at the outlet relative to transient noise, sags, surges,
etc.

WARNING: Do not take these readings during lightning or thunderstorm activity.

1. Measure the AC voltage between the Hot and Neutral using the AC voltage scale. This
reading should be approximately 115VAC + 10VAC.
2. Measure the AC voltage between the Hot and the Ground using the AC voltage scale. This
reading should be approximately 115VAC + 10VAC. The readings in step 1 and step 2 should
be very close to the same.
3. Measure the AC voltage between the Neutral and the Ground using the AC voltage scale.
This reading should be less than 2VAC.
4. Measure the resistance between the Neutral and the Ground using the resistance scale. A
reading of 0.5 OHM or less is recommended.

N O T E
If the readings are acceptable as outlined in steps 1-4 above, the telecom system and
the Total Protection can be installed. If these readings are not acceptable, a qualified
electrician should be contacted to correct the condition. Again, failure to follow
these steps may result in system damage, poor protection or degraded system
performance.
Install the Un-interruptable Power Supply
The use of an un-interruptable power source (UPS) is strongly recommended. It significantly increases
the life expectancy of electronic equipment. The UPS should be supplied by a properly grounded,
isolated circuit.
Be sure that no other equipment is using the same circuit, especially vending machines, microwave
ovens, laser printers, fax machines, copiers, or other devices that can cause or generate excessive
current. This applies even if an UPS will be used. An exception applies to the telephone system. If
possible, make sure the telephone system uses the same properly grounded, isolated power circuit.
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N O T E
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Refer to your UPS manual for more information on UPS use and setup.

Install the Sentinel Key
The sentinel serves as a copy-protection device. This sentinel key MUST be connected to the LPT1
parallel port on your PC at all times to avoid software failure. Be sure the parallel port is properly
installed and configured as LPT1

IMPORTANT: Make sure all connections are secured before you turn on the power.

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WARNING:
Teleco strongly recommends against the connection of a printer to the sentinel, because the amount of
information sent through the sentinel to the printer could cause the sentinel to burn out. All
warranties are voided if a sentinel burns out as a result of the dealer or client connecting a
printer to the sentinel. If the sentinel burns out for this reason, the dealer or client must
purchase a new sentinel to operate the system.

Connect Telephone Lines
The voice board has two RJ-14 jacks. Each carries two telephone lines. The left-most connector
on the first board (Address 300H) is for channels 1 and 2; the connector on the right is for
channels 3 and 4. Channels 1 and 3 are the inside pair of wires and channels 2 and 4 are the
outside pair.

Labels on the CPU identify the following connections:

Device Connection
Point(s)
3-conductor AC power cable
corresponding connection on the back of the
system at the power supply

surge-protected AC power source (UPS
recommended)
male 15-pin male display monitor
female 15-pin video controller card
cable
(card may also have female 25-pin connector)
3-conductor display monitor power
surge-protected AC power source or directly
cable
off back of system power supply
Keyboard cable
round connector at the back of the system off
(if applicable)
the motherboard

Voice Board Connections
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Complete telephone system connections by plugging the line cords into their corresponding RJ-14
jacks on the Rhetorex or Intel voice board. The jacks are arranged in sequence with lowest port
(channel) number starting at the top.
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Section

5

5 - Enter Dealer and Site Information
You should enter the dealer and site information using the System Configuration Utility.

To access the System Configuration Utility:
· Select Start, Programs, Perfect Voice Office Pro, then PVO Configuration Wizard.
· Click Run Configuration.
· This screen appears. You may modify sections individually by highlighting the section on the
left side of the screen and clicking Modify, or click the Wizard button to edit every section.

To edit an

individual option,

select it on the left

side of the screen.

The current

settings appear on

the right side of the

screen. To edit,

click the Modify
button.

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Enter the Dealer Information
The Dealer Information screen displays the current Dealer Information, including Dealer Name,
Contact Name, and the Dealer's Telephone Number. To edit this information, click Modify, enter the
desired values, then click OK.

· Dealer Name: Enter the name of the dealer that installed the Voice Mail System.
· Contact Name: Enter the specific person at the Dealer that end users should call for support.
· Phone: Enter the telephone number that end users should call when they have questions.
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Enter the Site Information
The Site Information screen displays the current Site Information, including modem number, fax
number, and e-mail address. To edit this information, click Modify, enter the desired values, then click
OK.

Name: Enter the Company Name where the Voice Mail system is being installed.
Remote Maintenance Number: Enter the telephone number of the modem that is installed in
the PC. This can be a direct line or an extension.
Fax Number: Enter the Fax Number of the site.
E-Mail: Enter the e-mail address of the site.
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6

6 - Logging on/Off the System
When you first begin the Perfect Voice Office Pro system, you will not have access to any of Perfect
Voice Office Pro's other screens. To access these other screens, you must log on to the system with
either the System Administrator or Installer password. To make any modifications to the Perfect
Voice Office Pro system, you must log on with one of these passwords.
To Log on to Perfect Voice Office Pro:
From the Main Menu, Select "File", select "Log on". (You may also press the F11 key.)
Password Screen
Enter your password.

Below are the default passwords for the System Administrator and Installer level.

Default Password
Typically Accessed By...
Access Examples

9999 System
Administrator
· allows routine maintenance

·
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does not allow access to parameter section
· hides all passwords in each mailbox

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12345 Installer
· allows access to every area of the Perfect
Voice Office Pro system for modifications
and testing

The password may be a maximum of 15 digits. For security, as your password is entered, asterisks (*)
are shown in place of each digit entered to prevent others from seeing the password.

NOTE: If the passwords do not work, contact Teleco Technical Support.
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Logging off of Perfect Voice Office Pro
When you log off of the Perfect Voice Office Pro system, the first level of security is restored. This
ensures that no unauthorized changes can be made to the system.
From the Main Menu, Select "File", select "Log off" (You may also press the F12 key)

N O T E
Once the Installer has configured the system, the Installer must change the Installer
password and log off the system so that no one can access the Parameters section. If
you wish to log on to the system again, use the System Administrator's password.

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Section

7

7 - Changing System Passwords
The Installer should change the System Administrator and Installer passwords.
To change the passwords:
From the Main Menu, Select "File", select "Log on" (You may also press the F11 key)
Enter the Installer's password.
From the Main Menu, click on the Parameters button.
Select the "Auto-Attendant" tab.
Change the Administrator
and Installer passwords.
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Parameter 146 is the System Administrator password and Parameter 147 is the Installer password.
Choose the appropriate parameter (#146 and/or #147) and enter the desired password.
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NOTE:
The password must be numeric characters only. It cannot contain alpha characters.
Click on "Save", then "Exit".
Test to see that the new password (s) works. Log off and then log on again with the new
password.

N O T E
The Installer and System Administrator passwords must be different. If both levels
have the same password, the Perfect Voice Office Pro system defaults to the System
Administrator level. This means that the Installer will not be able to access the
system parameters.
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Section

8

8 - Startup Options
Following is a list of Perfect Voice Office Pro startup options. IMPORTANT: The desired option
must be added to the program line in three places: the Desktop, Startup group, and Program group.
Startup option

dk

Teleco/Toshiba SMDI supports Caller ID

 smdi
Centrex no Caller ID

mci

NEC SMDI supports Caller ID

ns
Northstar with Intel supports Caller ID

sx
Mitel no Caller ID

s1
Northern Telecom SL1 2116 set emulation no Caller ID

nonet
Disable
networking

fax
Enable fax-on-demand and fax mail

To add an argument to the program line:
1. Right-click
the
Perfect Voice Office Pro icon on the Desktop, in the Startup group, and the
Program group*
2. Select
Properties
3. Select
the
Shortcut tab
4. At the end of the Target field information, type a space then the option. Below is an example of
thefax argument.
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*To access the Startup group and Programs group, right-click the Start button. Select Open. From the
"Start Menu", double-click Programs. Double-click Startup and right-click the Perfect Voice Office
Pro icon. Repeat steps 2-4 above. Double-click Programs and right-click the Perfect Voice Office
Pro icon. Repeat steps 2-4.

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Section

9
9 - Dialstring Codes
The telephone keypad values for the special characters utilized by the telephone system and the Perfect
Voice Office Pro system are as follows:

Name
Character
Telephone
Code

Flash Hook

&

*1

Pause

,

*2

Extension

E

*3

Sender's Extension

S

*4

C.O.

C

*5

Mailbox

M

*6
Code
for
Inband $ *7

Underscore

_

*8

Blank

-

*9
Pound
# *0

Star

*

**
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Section

10

10 - Setting up the Network
N O T E
To properly set up the network for Perfect Voice Office Pro, you need the assistance
of the site's Network Administrator. Ensure that the Network Administrator or IS
Consultant is available BEFORE setting up the network and before calling Technical
Support.

Also ensure that you have the Windows NT/2000 CD and the complete set of Perfect
Voice Office Pro installation software.

If you are unfamiliar with networks or network terminology, review "What is a Network" below
before proceeding. Acronyms and Definitions of network terms are included in the Appendix. If you
are familiar with networks, skip to the next page.

What is a Network?
A network is an interconnection of computers and other devices for the purpose of sharing files, data,
programs, and other resources (such as printers). There are many variations of networks. The two
main types are peer-to-peer and client/server. These are described below:

Peer-to-Peer
A peer to peer network is a group of workstations that share data and resources, and have a common
purpose.

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Client/Server
A client/server set up involves one computer (the server) containing the resources, and one or more
workstations (also referred to as clients) accessing the server (sending requests) to receive data. The
Perfect Voice Office Pro system and the Desktop Interface is a client/server relationship, where the
Voice Mail is the server and the Desktop Interface is the client. Perfect Voice Office Pro and the
Desktop Interface may also operate as peer-to-peer network.

RPC
RPC (Remote Procedure Call) is a protocol that one program can use to request a service from a program
located in another computer in a network without having to understand network details.

When program statements that use RPC are compiled into an executable program, a stub (small program
routine that substitutes for a longer program) is included in the compiled code that acts as the representative
of the remote procedure code. When the program is run and the procedure call is issued, the stub receives
the request and forwards it to a client runtime program in the local computer. The client runtime program
has the knowledge of how to address the remote computer and server application and sends the message
across the network that requests the remote procedure. Similarly, the server includes a runtime program and
stub that interface with the remote procedure itself. Results are returned the same way.

DCOM
DCOM (Distributed Component Object Model) is a set of Microsoft concepts and program interfaces in
which client program objects can request services from server program objects on other computers in a
network. DCOM is based on the Component Object Model (COM), which provides a set of interfaces
allowing clients and servers to communicate within the same computer. DCOM is Microsoft's approach to a
network-wide environment for program and data objects.

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Data Access
The Desktop Interface uses the RPC (Remote Procedure Call) access method with DCOM (Distributed
Component Object Model). When the client sends a request to the database on the voice mail server, the
request passes through the DCOM object to the proxy/stub on the client PC (see figure below). This utility,
in turn, contacts the proxy/stub on the server and sends the request. On the server, the request is passed
through the DCOM server to the database; the result is returned using the same method.

The DCOM Object on the client is responsible for passing data to and from the proxy/stub DLLs on both
the client and the server. These proxy/stub DLLs on both the client and server are responsible for
communication between the client and the server (through TCP/IP). The DCOM server runs functions and
methods from the database, and then receives the result and passes it to the client.

CODEBASE Engine
Common Database
Message
Exchange
CODEBASE Engine
Local (Personal) Database
(TCP/IP
(Notes, Contact)
Winsock)
CODEBASEVB.dll
DCOM Object
DCOM Server
(dbcln.dll)
(esnavmam.exe)
Proxy/Stub
Proxy/Stub
(dbsvrps.dll)
(dbsvrps.dll
Desktop Interface
Server
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Guidelines for Setting up the Network
You may refer to the following guidelines when setting up the network environment.
· Step 1: Determine the network type.
· Step 2: Set up the TCP/IP protocol for your particular network.
· Step 3: Install the transport management utility.
· Step 4: Perform common tasks for all network types.
· Step 5: Test the network connection.

Step 1: Determine the network type
Perfect Voice Office Pro is designed to run on a Windows 2000 network. This is the most ideal setting
to ensure that it runs and configures smoothly. It will also run on a Windows 95 or 98 network.
Determine the type you are using before continuing.

Step 2: Set up the Protocols for Your Particular Network
After determining the type of network environment, you should set up the TCP/IP for your particular
network. The following pages describe how to configure the PCs that run Perfect Voice Office Pro
and the Desktop Interface.

Configuring TCP/IP Under Windows 95/98
The TCP/IP network protocol is an integral part of Perfect Voice Office Pro. All Perfect Voice Office
Pro systems are shipped with TCP/IP installed, and use it to communicate with Desktop user
workstations. Every time a new message is received, a mailbox opened, a message played, etc., etc., a
packet of information is sent via TCP/IP between the Perfect Voice Office Pro system and the User's
workstation. If TCP/IP is not correctly configured at the system or workstation, Caller ID and message
notification screen pops will not function. Improper configuration can also result in faulty system
operation during the nightly maintenance cycle.

Configuring TCP/IP for Perfect Voice Office Pro is a straightforward process. Follow the steps below
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to ensure a successful installation.

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For Networks That Already Use TCP/IP...
If the workstations on the network already have TCP/IP loaded, it is only necessary to configure the
Perfect Voice Office Pro system to match the rest of the workstations. The best way to proceed is to
check with the network administrator to determine the following:

If Static IP Addresses Are Used:
Ask the network administrator for an IP address for the Perfect Voice Office Pro system. The
address includes both the IP address and a subnet mask used by all workstations on the network.

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If Addresses Are Assigned Automatically By DHCP:
Networks running TCP/IP may assign IP addresses automatically by using a DHCP server. The
DHCP server assigns from a range of valid addresses that it is configured to use. Ask the network
administrator for a static IP address for the Perfect Voice Office Pro system. The
administrator then sets a reservation for that address in the DHCP server so that it is not assigned
to any other workstation.

N O T E
Shut down Perfect Voice Office Pro before proceeding.

Configuring TCP/IP Under Windows 95/98 when TCP/IP is already installed
1. Right-click the Network Neighborhood Icon and select Properties.
2. On the Configuration tab, select the TCP/IP Protocol and
select Properties.

3. On the IP Address tab, select Specify an IP
Address.
4. Enter the IP address and submask provided by the
network administrator. Ensure that it matches the
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subnet mask assigned to all the other PCs in the
workgroup.
5. Click OK.
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6. Windows asks if you wish to reboot the system.
Click OK to reboot. Be sure that the Perfect Voice
Office Pro application has been shutdown before
rebooting. If Perfect Voice Office Pro is still
running, you must shut it down first and then reboot.

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When TCP/IP Is Not Installed on The Network...
1. Right-click the Network Neighborhood Icon and select Properties.
2. On the Configuration page, click the Add button. You see the dialog box shown below.

3. Select Protocol and click Add.

4. Scroll through the list of vendors and
select Microsoft. Then select TCP/IP
in the listing on the right side.

5. Click OK to complete the selection.
6. Click OK again to close the Network
Properties dialog box.
7. Windows 95 prompts you for the CD-
ROM if it is needed. After it installs
the required files, Windows asks
whether you want to restart the
system. Click OK to complete the
installation process.

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Configuring TCP/IP Under Windows NT/2000
The TCP/IP network protocol is an integral part of Perfect Voice Office Pro. All Perfect Voice Office
Pro systems are shipped with TCP/IP installed, and use it to communicate with Desktop user
workstations. Every time a new message is received, a mailbox opened, a message played, etc., etc., a
packet of information is sent via TCP/IP between the Perfect Voice Office Pro system and the User's
workstation. If TCP/IP is not correctly configured at the system or workstation, Caller ID and message
notification screen pops will not function. Improper configuration can also result in faulty system
operation during the nightly maintenance cycle.

Configuring TCP/IP for Perfect Voice Office Pro is a straightforward process. Follow the steps below
to ensure a successful installation.

For Networks That Already Use TCP/IP...
If the workstations on the network already have TCP/IP loaded, it is only necessary to configure the
Perfect Voice Office Pro system to match the rest of the workstations. The best way to proceed is to
check with the network administrator to determine the following:

If Static IP Addresses Are Used:
Ask the network administrator for an IP address for the Perfect Voice Office Pro system. The
address includes both the IP address and a subnet mask used by all workstations on the network.

If Addresses Are Assigned Automatically By DHCP:
Networks running TCP/IP may assign IP addresses automatically by using a DHCP server. The
DHCP server assigns from a range of valid addresses that it is configured to use. Ask the network
administrator for a static IP address for the Perfect Voice Office Pro system. The
administrator then sets a reservation for that address in the DHCP server so that it is not assigned
to any other workstation.

N O T E
Shut down Perfect Voice Office Pro before proceeding.
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Configuring TCP/IP Under Windows NT/2000 when TCP/IP is already installed
1. Right-click the Network Neighborhood
Icon and select properties.
2. On the Configuration tab, select TCP/IP
Protocol and click Properties.

3. On the IP Address tab, select Specify an IP
Address.

4. Enter the IP address, subnet mask, and
default gateway provided by the network
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administrator. Ensure that it matches the
subnet mask assigned to all the other PCs
in the workgroup.

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5. Click OK.

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Configuring TCP/IP Under Windows NT/2000 when TCP/IP is not Installed on the
Network
1. Right-click the Network Neighborhood Icon and select Properties.

2. On the Configuration page, click the Add button. You will see the dialog box shown below.

3. Select TCP/IP in the listing.

4. Click OK to complete the selection.

5. Click OK again to close the Network Properties dialog box.

6. Windows NT/2000 prompts you for the CD-ROM if it is needed. After it installs the required files,
Windows asks whether you want to restart the system. Click OK to complete the installation
process.
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Considerations for Windows 95, 98 and 2000
Selecting An IP Address
Once it is installed, configuring TCP/IP support is easy. Just select the TCP/IP entry in the Network
Properties box and click the Properties button. You'll see a dialog box similar to the one shown
below. The pages in this dialog box allow you to set the addresses and other TCP/IP properties for
your machine

IP addresses are actually composed of four numbers separated by periods. Each number must be in a
valid range from 0 to 255. You can use up to the first three numbers to represent your organization,
and the remaining number represents your computer. To simplify things, you can use 100.100.100.1
for the first computer, 100.100.100.2 for the second, and so on. The subnet mask numbers define the
meaning of the IP addresses on your network, and allow only two numerical values. A value of 255
indicates an organization entry; a value of 0 denotes a workstation. All workstations on the network
must have the same subnet and organization numbers before they can communicate. The only number
unique to each workstation is the portion of the IP address reserved for the workstation by the subnet
mask.

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The first 3 numbers
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Unique number (0-255) for
identify the
each workstation.
organization.
Last number of subnet
The first 3 numbers
indicates position of unique
are 255, reserving
workstation number in IP
the first 3 numbers of
address.
the IP address for the
organization.
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Step 3: Install Session Q
The Session Q program is located in the Startup Group on the Perfect Voice Office Pro system. This
program handles communication between the Perfect Voice Office Pro server and desktops. Session Q
is the transport management utility that makes better use of the ninety-seven (97) TCP connections
limitation of Windows 95 by using connections only as needed, so that, in total, more that 97
connections are possible.
Session Q manages sessions and closes user connections periodically as they become idle, in order to
make room for incoming and outgoing initiated connections. Either Session Q or the User can initiate a
connection when some information is available for sending. The information should be queued as the
connection is established and service, account, session identification and connect-back information are
exchanged. Multiple users (with the same or different account) on a single host can connect to a
service through Session Q. As well, multiple users from different hosts may use the same account.

SessionQ provides the following features:
· SessionQ acts as a security field between the system and the network to ensure that if anything
should happen to the network, the voice mail system will not be affected.
· SessionQ validates packets that are received from the network before they are passed to the
voice mail system.
· SessionQ manages LAPTalk functionality, a feature that allows sending of alphanumeric
messages to a pager from a Perfect Voice Office Pro desktop, and LANTalk, the sending of
text messages from one Perfect Voice Office Pro desktop to another.

N O T E
SessionQ is required if the Desktop Interface is to be used.

IMPORTANT: The SessionQ program must run at all times. It needs to remain
in the system startup group.

Using SessionQ
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To access SessionQ, select Start -- Programs -- Perfect Voice Office Pro -- SessionQ from the main
Windows screen.

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When Session Q is running, an icon similar to this appears in the
bottom right-hand corner beside the clock.

To edit SessionQ settings, right-click the SessionQ icon. The following menu
is available. You may access Connections Info, Session Info, Options,
About, or Exit from this menu. The same options are also available when
you select SessionQ Central.

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Session Q Central
Session Q Central is the Control Panel for the Session Q utility. When you select Session Q Central,
the following screen appears.

Connections Info
When you select Connections Info, the following screen appears.

`Takes Picture' of
Clears Trace

the current screen
screen and
and opens second

restarts it
window with data

Allows you to set
filter con
dition
Opens second
for Tr ace
duplicate window

List of active
sessions
Details of session
based on
Trace screen;
selection from the
shows session
Trace screen
activity
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Activates /
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deactivates
scrolling on
Trace screen
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Sessions Info
When you select Sessions Info, the following screen appears.

`Takes Picture' of
Clears Trace
the current screen

screen and
and opens second

restarts it
window with data

Allows you t o set
filter condition
for Tr

ace
Opens second

duplicate window

List of active

sessions
Details of session

based on
Trace screen;
selection from the
shows

session
Trace screen
activity

Activates /
deactivates
scrolling on
Trace scree
n

Filters
The Filter Config screen is displayed when you click the
Filter Trace... button on the Connections Info or
Sessions Info screen. The Filter Config screen allows
you to specify a range of mailboxes to limit the Trace
Data to. Choose the field to search, the condition to
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search by (>, <, >=, not =, etc.), and the criteria to search
by. Select No Filter to clear the filter.

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The Filters option is useful when you are troubleshooting.
It allows you to limit the display to a particular user or
group of users in order to determine what is happening at their particular workstation(s) at any given
time.

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Options
When you select Options, a configuration menu is displayed. A description of the fields follows.

Startup Tab
On the Start Up tab, you specify the screens you want to
be opened when the system starts up. Check the
appropriate box(es).

Connections Tab
The Connections tab shows the settings that are
adjustable for the connections.
· Maximum Connections: This specifies the
maximum number of connections that may be
opened at any time. (Range is 3-90)
· Connections Keep Available: This field specifies
the maximum number of connections to keep
available at any one time. The purpose is to leave
sessions open for new users.
· Reconnect Queue Check Interval: This field
specifies the length of time (in milliseconds) to wait
before attempting to connect to client.
· Reconnect Retries: This field specifies the number
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of times to retry to connect back to each client if
client is busy before terminating the client's position
in queue.
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VM Service Tab
The VM Service tab controls settings on services
performed by the Voice Mail.
· Share Name: This field indicates share name of
voice mail directory (default = blank). To
provide additional network security, you should
enter VM$ in this field and in the actual
Windows share screen (see "Common Tasks for
All Network Types and Environments"). If you
specify the share name here, it is not necessary
to enter it in the desktop configuration. If you
need to change the share name later, you only
have to change it on the Perfect Voice Office Pro
server; not the desktops.
· New Call Active Duration (secs): This field specifies the length of time (in seconds) to retry
screen notification of a new call on busy network.

Trace Tab
The Trace tab controls Trace screen settings that can
be adjusted.
· Auto Save Trace Log: This field indicates
whether or not to automatically write the Trace
activity to a log file. The file created is
SQDDMMHH.TRC, where DDMMHH
represents Day Month, Hour.
· Maximum Trace Items in Memory: this field
specifies the maximum number of lines to
display in the Connections Info or Sessions Info
screens.

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Step 4: Common Tasks for all Network Types and Environments
1.
On Perfect Voice Office Pro Server: Set the drive where Perfect Voice Office Pro is installed
(C: drive is the default) on the computer to a full access Share Level.
· Right click on Network Neighborhood.
· Select Properties.
· Select the Access Control tab.
· Specify Share-level Access Control and click OK.

2.
Verify the share name for the installation of the Desktop interface. The default share name is
VM.*
· Go to Windows Explorer.
· Right-click on Drive C (C:)
· Select Sharing...
· Select the Sharing tab.
· Select Shared As: and verify that the
Share Name is VM

*Adding $ to VM ($VM) hides shared directories from
users on the network. Refer to "VM Service Tab" in
the Session Q section. It is recommended that you
enter $VM as the Share Name.

Step 5: Verify the Network Connection
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After the computers have been configured, it is necessary to verify the network connection:
Start up the Desktop Interface on the client PC. A red square appears in the top right hand corner
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of the Desktop Interface screen. Within a few seconds, that box disappears. If the red box does
not disappear, this is an indication that the network is not configured properly. If this is the case,
verify all of the settings again. Double-check all of the settings (including IP address, if applicable,
and the Perfect Voice Office Pro Server Name).

Finding the Computer Name
A common cause of "No answer from partner" errors is the wrong computer name. To find the
computer name, click on the properties of the Network Neighborhood and select the
identification tab.
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Section

11
11 - Verify System Parameters
N O T E
Perfect Voice Office Pro is shipped pre-configured for Teleco/Toshiba telephone
systems. If Perfect Voice Office Pro is integrating with a different telephone system,
the Telephone Integration Utility and Accucall call analysis program must be run.
Refer to the Appendix for more information on Accucall.

What is Integration?
Integration enhances the level of communication between Perfect Voice Office Pro and the telephone
system and results in more efficient use of both systems. Callers and Users of an integrated voice
messaging system find it easier to use and more intuitive than non-integrated systems.
In an integrated configuration, the telephone system is programmed to be "aware" that a voice
messaging system is connected to it. As far as the telephone system is concerned, the Perfect Voice
Office Pro extensions are no longer single-line analog stations but voice processing ports. Calls
directed to Perfect Voice Office Pro are accompanied by information from the telephone system about
the source and status of the call. For example, this information may tell Perfect Voice Office Pro that
the call was forwarded from a ring-no-answer extension as well as from what extension it was
forwarded. This allows Perfect Voice Office Pro to place the caller into the appropriate state and the
caller immediately hears that person's personal greeting.
Another advantage of voice messaging integration with some telephone systems is apparent when a
User calls Perfect Voice Office Pro from his or her desk. The telephone system provides Perfect Voice
Office Pro with information about the calling party's extension number and the fact that it is a direct
call. Typically, Perfect Voice Office Pro is programmed to immediately prompt the User for his or her
password since the caller most likely wants to go into User mode.
There are a variety of methods for integrating telephone systems with Perfect Voice Office Pro. Some
telephone systems offer no integration at all while others offer only minimal information. The two
most common methods of integration include in-band signaling (IBS) and out-of-band signaling
(OBS).
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In Band Signaling (IBS)
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In a telephone system that supports IBS integration, sequences of DTMF digits (integration strings) are
sent to Perfect Voice Office Pro by the telephone system. For example, a call may be forwarded from
extension 201 to Perfect Voice Office Pro if that extension did not answer. Soon after Perfect Voice
Office Pro answers, the telephone system provides the DTMF tone sequence, *41*201. Please
remember, this is a hypothetical case. This sequence of "*41*" is referred to as pilot, or steering
digits and indicates the call was forwarded under a ring-no-answer situation. The next three digits
indicate the extension number of the called party. Perfect Voice Office Pro would interpret the digits
appropriately and play User 201's personal greeting.
Most IBS integration digit strings are sent soon after Perfect Voice Office Pro answers a call. IBS
digits indicating a hang-up can be sent at any point during the processing of the call. Perfect Voice

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Office Pro responds to this signal, terminating the call as quickly as possible, thus freeing up the port
for other calls.
The telephone system manufacturer and model determine the level of IBS integration that is available.
For example, some telephone systems are able to distinguish whether a forwarded call is a no answer
or a busy situation and then provide this information to Perfect Voice Office Pro, while other phone
systems do not. Some phone systems offer information about whether the call originated from outside
the telephone system or from the station side, while other phone systems make no distinction. It is
important to understand these differences and what type of IBS information is available to the Perfect
Voice Office Pro system.
"Simple" IBS
Simple IBS is similar to more conventional IBS in that the call information comes in the form of
sequences of DTMF digits. However, unlike conventional IBS, simple IBS only offers the extension
number of the station from which the call was forwarded. No steering or trailing digits accompany the
User's extension number. This can make it difficult to distinguish between an extension number
entered by a person wanting to be transferred to that person's extension and one entered by the
telephone system as part of a normal integrated call. However, if properly configured, Perfect Voice
Office Pro operates correctly.
Out-of-Band Signaling (OBS)
With a configuration using OBS, information about a call is sent as a packet of character data to
Perfect Voice Office Pro over a serial link (RS-232). Using this data packet, Perfect Voice Office Pro
places the call into the appropriate state. Like IBS, the information contained in the data packet
specifies the calling and/or called party's extension number and the reason for the call. Unlike IBS, this
information may be sent just before or just after Perfect Voice Office Pro receives the call.
With OBS, all packets come over the same physical, serial link. The data in the packet also contains
information, which associates it with a particular channel. In addition to answering the call, Perfect
Voice Office Pro checks to see if there is an incoming packet associated with that channel. Once the
packet is identified, other information about the call can be obtained. Because OBS is data passed over
a serial link, the format of the information can vary. The most common format of OBS signaling is
Simple Message Desk Interface (SMDI).

SMDI Integration
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Most central offices and some larger telephone systems offer serial ports that can provide information
in SMDI format to Perfect Voice Office Pro. Although other telephone systems may not offer a direct
SMDI link, the information can be generated by a third party device that performs set emulation or
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protocol conversion.
Direct Link: A serial link from the telephone system is the most straightforward method of achieving
SMDI integration. For example, the Teleco UST1424DK telephone system has a serial interface that
provides SMDI packet information to Perfect Voice Office Pro. All that is needed is the physical cable
to connect the two. Most central offices are also equipped to provide SMDI information through
Centrex, or Essex, service. Since the actual telephone switching equipment is located far from the
Perfect Voice system, this link is accomplished with a dedicated modem link.
Protocol Converter: Sometimes, the telephone system generates information that is not in SMDI
format. In these situations, an external device called a protocol converter may be used to convert the
proprietary information from the telephone system into SMDI format that the Perfect Voice Office Pro
is able to interpret.
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Set Emulation: Some telephone systems do not provide a serial interface at all. In these situations, the
information needed to construct an SMDI packet may be obtained from a digital set interface.
Integrated calls are sent directly to a digital set extension. This station is controlled by a device that is
capable of reading information in the display of the digital set and operating the set. Information about
the call received is obtained by reading the display and the call is transferred to a Perfect Voice Office
Pro extension. An SMDI packet, whose contents are based on the information read from the display, is
generated and sent to Perfect Voice Office Pro over the serial link of the set emulator.

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Verify the System Parameters
From the Main Menu:
Log in at the Installer level
Click the Parameters button
From your pre-installation worksheet and telephone system documentation, verify that the system
parameters are correct.

N O T E
If you change a parameter, you must click the Save button for each tab screen. For
example, if you change the Installer password on the Auto-Attendant tab, you must
save that change before accessing another tab such as Voice Mail.

System Parameters are preset based on the telephone system specified on the Perfect
Voice Office Pro order. Verify the parameters marked with an asterisk (*). Many of the
following parameters should NOT be changed. They are included for reference only.

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Verify Auto Attendant Parameters - (144 to 158)
144 - Extension Length

DEFAULT = 3
Extension length, in digits. Valid extensions may be 2 to 8 digits.
145
-
Time-Out DEFAULT = 10
Number of seconds before disconnect upon no response.
*146 Administrator Password

DEFAULT = 9999
This parameter specifies the password to access the system administrator level.
*147 - Installer Password

DEFAULT = 12345
This parameter specifies the password to access the Installer level. It allows
access to the System Parameters screen.
148 Reserved
DEFAULT = 0
Reserved. This must be set to zero
*149

Multiple
Messages
DEFAULT = 0
If set to 0, callers are able to try other extensions after leaving a message. If set to
1, callers hear "Thank you, good-bye" after leaving a message.
*150

Notify
User
of
Transfer

DEFAULT = 1
Controls play of "One Moment, You have a call." prompt upon connecting. 0 =
Off, 1 = On.
151

Alternate
Star
DEFAULT = BLANK
Alternative DTMF for *. Used in telephone systems with the asterisk key
reserved for other functions such as speed-dial or re-dial.

152

Alternate
Pound

DEFAULT = BLANK
Alternate DTMF for #. Used in telephone systems with the POUND key

reserved for other functions such as speed-dial or re-dial.
153

Inter-Digit
Delay

DEFAULT = 2
Delay in seconds between entering DTMF.

154

Reorganization
Time

DEFAULT = 0300
Hard disk reorganization time, in military time. If set to 0000, Reorganization
will be skipped
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*155

Fixed
Length DEFAULT = 1
If set to 1, all mailboxes are same length. If set to 0, then mailboxes can be
variable lengths. Valid Range is 2 to 4 digit Mailbox Numbers.
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*156 Paging Access Code
DEFAULT = &, #30
This parameter specifies the code the system needs to dial to place caller on hold,
and access Intercom paging system.
*157 Paging Release Code
DEFAULT = &,
This parameter specifies the code the system needs to dial to get the caller back
after performing intercom paging.
*158 Paging Delay
DEFAULT = BLANK
This is the time the system waits after paging before transferring the call.

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Verify Voice Mail Parameters - (159 to 161)

159 Days to Save Messages
DEFAULT = 14
Default number of days to save old messages.

*160 Minimum Message Length
DEFAULT = 2
This parameter identifies the minimum message length for messages, in seconds.
161 Distribution Access Key
DEFAULT = *
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Digit to use to send messages to distribution lists.

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Fax Parameters - (300 to 317)

300 Fax on Demand
DEFAULT = 0
Set to 1 to activate fax on demand; otherwise, set to 0.
301 Local Area Code 1
DEFAULT = BLANK
Your local area code 1.
302 Local Area Code 2
DEFAULT = BLANK
Your local area code 2.
303 Local Area Code 3
DEFAULT = BLANK
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Your local area code 3.
304 Local and Toll Area Code 1
DEFAULT = BLANK
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The area code in your region that is both local and long distance 1. Note that for
parameters 304 and 305, you must create a DOS text file in the WINVM
directory that includes the local exchanges. The filename should be aaa.fax
where "aaa" is the local and toll area code.
305 Local and Toll Area Code 2
DEFAULT = BLANK
The area code in your region that is both local and long distance 2.
306 Code to Access Outside Line
DEFAULT = 9,
This is the code dialed for the Fax on Demand system to access an outside line.

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Fax Parameters - (300 to 317) continued
307 Code to Access a Toll Line
DEFAULT = 9,1
The code dialed for the Fax on Demand system to access a toll line.
308 Number of Digits in Area Code
DEFAULT = 3
The number of digits in the area code.
309 Number of Digits in Telephone Number
DEFAULT = 7
The number of digits in the telephone number in your area.
310 Fax Directory
DEFAULT=\FAXOUT
The directory where the fax documents are stored.
311 Dialing Suffix
DEFAULT = BLANK
This is any numbers that must be dialed after long distance numbers.
312 Reserved

313 Ask for Extension Number

Set to 0 to enable, 1 to disable. If enabled, the system prompts for an extension
number when the caller is requesting a document through Fax on Demand. The
number that the caller enters is placed in the "To:" filed on the fax header.
314 Fax Pickup Code

This is only valid for certain telephone systems. It specifies the digits the fax
card uses to pick up a parked call.
315 Default Fax Number

This is the default fax number where faxes are printed when another number has
not been specified.
316 Default Fax Mailbox

This is the default mailbox for faxes. Faxes that have not been addressed to
specific mailboxes are sent to this mailbox.
317 Fax Park Code

This field is not yet implemented. This is the code to park a fax.
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Verify Transfer Parameters (162-169)

*162 Default Rings
DEFAULT = 3
This parameter specifies the number of rings before system returns no answer.
*163 Blind Transfer Protocol
DEFAULT = &,
Sequence to place a caller on hold and perform a blind transfer. This parameter
specifies the sequence the system should follow to place a caller on hold before
attempting a transfer to the operator. The following special characters may be
used (& - Flash hook and , -Pause).
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*164 Supervised Transfer Protocol
DEFAULT = &,
Sequence to place a caller on hold and perform a supervised transfer. This
parameter specifies the sequence the system should follow to place a caller on
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hold before attempting a transfer. The following special characters may be used
& - flash hook, and - pause).
*165 No Answer Release
DEFAULT = &,
This parameter specifies the code the system needs to dial to return to caller in
the event of a no answer.
*166 Busy Release
DEFAULT = &,
This parameter specifies the sequence the system should follow to get a caller

back when it encounters a busy condition. The following special characters may
be used & - flash hook, and , - pause).

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Verify Transfer Parameters (162-169) continued
*167 Transfer Connect Protocol
DEFAULT = BLANK
Digit that must be used to connect a supervised call. If the telephone system
requires a connect code (a code that must be dialed when connecting a
transferred call), enter the code here.
*168 Handsfree Announce Protocol
DEFAULT=E1,
Sequence to dial a caller and announce over a telephone speaker.
169 Call Pickup Protocol

Sequence to dial to pick up a parked call.

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FOR REFERENCE ONLY: Disconnect Parameters - (174 to 181)

174 Silence Detection
DEFAULT = 3
Maximum length of silence considered a disconnect, in seconds.
175 Noise Detection
DEFAULT = 4
Maximum length of noise such as dial tone considered a disconnect.
176 High Cadence for Fast-Busy Detect
DEFAULT = 990
Fast busy detect high, in msec.
177 Low Cadence for Fast-Busy Detect
DEFAULT = 980
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Fast busy detect low, in msec
178 Grunt Detection
DEFAULT = 0
Enable Grunt detect: 1 = On, 0 = Off.
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179 Grunt Threshold
DEFAULT = 8000
Determines noise threshold for Grunt, if on. The default for Rhetorex is 8000
but it can be set to 6000 if using 6KHz compression. The default for Intel is 500.
180 Hang-up String
DEFAULT = D
String which forces hang-up.
181 Hang-up Delay
DEFAULT = 1
This is the maximum time allowed between hang-up strings for a valid hang-up.

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Verify Inband Parameters - (182 to 197)

182 Inband Signaling
DEFAULT = 1
This specifies whether the telephone system being integrated uses inband

signaling.
0 = No, 1 = Yes
183 Inband Delay
DEFAULT = 1
This parameter specifies the number of seconds that the system will wait
for the first digit of a possible inband (DTMF) integration packet. The
Inband Delay timer begins after the Offhook Delay (Global Parameter #10)
has expired. If the first digit of the inband packet arrives after the Inband
Delay timer has expired, integration will not function properly.
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This timer also acts as the interdigit timer for the inband integration packet.
Once the system has begun to collect the inband signals, this parameter
specifies the maximum pause that is allowed between the inband digits.
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(The time limit for acceptance of inband digits is 8 seconds.)
If the telephone system has a configurable inband timer, it should be set as
short as possible to improve inband performance.
184 Inband Login Password
DEFAULT = 0
When the User accesses his/her mailbox internally, a password is required

to access messages and features. If this parameter is set to "Yes" (0), the
system does not prompt for the password. If set to "No" (1), the system
prompts for the password. Ask for password: 0 = Yes, 1 = No.
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Verify Inband Parameters - (182 to 197) continued

185 Login Code
E = Recipient's mailbox
number
This is the code sent by the telephone system to automatically log in to a
S = Sender's mailbox number
mailbox to access messages and features. This is also known as auto
C = incoming line number
station login.
X = Ignore

I = Caller ID
186 Internal No-Answer Code
E = Recipient's mailbox
number
This specifies the inband signal sent by the telephone system to indicate a
S = Sender's mailbox number
no-answer condition on an internal call. This code tells Perfect Voice
C = incoming line number
Office Pro to send the caller to the mailbox greeting.
X = Ignore
I = Caller ID
187 External No-Answer Code
E = Recipient's mailbox
number
This specifies the inband signal sent by the telephone system to indicate a
S = Sender's mailbox number
no-answer condition on an external call. This code tells Perfect Voice
C = incoming line number
Office Pro to send the caller to the mailbox greeting.
X = Ignore
I = Caller ID
188 Internal Busy Code
E = Recipient's mailbox
number
This specifies the inband signal sent by the telephone system to indicate a
S = Sender's mailbox number
busy condition on an internal call. This code tells Perfect Voice Office Pro C = incoming line number
to send the caller to the mailbox greeting.
X = Ignore
I = Caller ID
189 External Busy Code
E = Recipient's mailbox
number
This specifies the inband signal sent by the telephone system to indicate a
S = Sender's mailbox number
busy condition on an external call. This code tells Perfect Voice Office
C = incoming line number
Pro to send the caller to the mailbox greeting.
X = Ignore
I = Caller ID
190 - C.O. Call Code
E = Recipient's mailbox
number
This parameter identifies what C.O. line an inbound call came in on. This
S = Sender's mailbox number
code is only used for telephone systems that have C.O. line identification.
C = incoming line number
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X = Ignore
I = Caller ID
191 Invalid Code 1

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Certain telephone systems include codes that may interfere with inband
signals. Enter the code in this field.
192 Invalid Code 2

Certain telephone systems include codes that may interfere with inband
signals. Enter the code in this field.
193 Reserved Code 1

194 Reserved Code 2

195 Max Digits
DEFAULT = 5
Maximum number of digits sent through inband signaling.

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196 - CO Digit Length

Number of Digits sent to identify the incoming CO line.
*197 Caller ID Length
DEFAULT=10
Number of Digits sent in Caller ID for Inband Calling

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Verify Notification Parameters (170 to 173)

170 Outside Line Access
DEFAULT = 9,
Dial string for local outside line.
171 Start Port for Notify
DEFAULT = LAST
This specifies the lowest port enabled for outdial notification. The system
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begins notification from the "End Port for Notify" and works down to this
port as ports become available. Outdial notification includes MWI, pager,
and telephone. You may enter FIRST, LAST, or a number.
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172 End Port for Notify
DEFAULT = LAST
This specifies the highest port enabled for outdial notification. The system
begins notification from this port and works up to the "Start Port for
Notify" port as ports become available. Outdial notification includes
MWI, pager, and telephone. You may enter FIRST, LAST, or a number.
173 Outcall Retry Interval
DEFAULT = 15
This field specifies the default number of minutes between retries to

attempt to place the outcall notification. This may be overridden within
the mailbox. If the mailbox value is left blank, the system uses this value
as the default.

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Verify Message Light Parameters - (350 to 360)

*350 Message Light ON Code

Dial string to activate message-waiting light. Place an E to represent the
extension number in the dialing string.
351 Number of ON Retries

Number of times to retry the message waiting light on, after the initial try.
352 ON Retry Interval

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Number of minutes between retries for message waiting on.
353 Light ON for All

Light message waiting lights for all messages. If set to 0, only the first
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message triggers lights. If set to 1, message lights light for all messages.
*354 Message Light OFF Code

Dial string to turn off message waiting light. Place an E to represent the
extension number in the dialing string.
355 Number of OFF Retries

Number of times to retry the message waiting light off, after the initial try.
356 OFF Retry Interval

Number of minutes between retries for message waiting off.
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Verify Message Light Parameters - (350 to 360)
357 Light OFF for All

Extinguish message-waiting lights for all messages. If set to 0, lights are
extinguished for the first message. If set to 1, lights extinguish for all
messages.
358 Light OFF on Last

If set to 1, the system waits until there are no new messages before turning
the message waiting light off.
359 Wait for Dial Tone

If set to 1, when the system goes off hook, it checks for dialtone first. If no
dialtone is detected, it returns to the company greeting.
360 Lamp Schedule Interval
With SMDI, this value should
How often the system checks ports set to notify to see if it needs to
be 2. Without SMDI, this
perform an outcalling event (in seconds).
value should be 8.

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FOR REFERENCE ONLY: Global Parameters - (001 to 023)
NOTE: If changes are made to global parameters, the system must be restarted.

1 Flash Character
DEFAULT = &
Character in a dialing string that causes a flash hook to occur.

2 Flash Duration
DEFAULT = 50 (10 msec
Duration of Flash Hook, in 10 msec increments.
increments)

3 Pause Duration
DEFAULT = 100 (10 msec
Duration of pause time to send a pause in a dialing string, in 10 msec
increments)
increments.

4 Digitization Rate
DEFAULT = 8000
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Digitizing rate in Hz.
5 Scheduler Time
DEFAULT = 20
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Scheduler time slice, expressed as the maximum number of timer ticks,
expressed in twentieth (1/20) of a sec, before the driver must return control
to the program 50 msec increments.
6 Pulse Break Interval
DEFAULT = 6 (10 msec
Pulse Dialing break interval, in 10 msec increments.
increments)
7 Pulse Make Interval
DEFAULT = 4 (10 msec
Pulse Dialing make interval, in 10 msec increments.
increments)
8 Pulse Interdigit Delay
DEFAULT =10 (10 msec
Pulse Dialing inter-digit delay, in 10 msec increments.
increments)
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FOR REFERENCE ONLY: Global Parameters - (001 to 023) Continued
9 Tone Inter-digit Delay
DEFAULT = 5 (10 msec
Tone Dialing inter-digit delay, in 10 msec increments.
increments)
10 Offhook Delay
DEFAULT = 50 (10 msec
This is the time (in 10 msec increments) that the system waits after going
increments)
off hook before it "looks for" incoming signals.
11 Ring On

Minimum Ring ON interval to detect an incoming ring, in 100 msec
increments.
12 Ring Off

Minimum Ring OFF interval to detect an incoming ring, in 100 msec
increments.
13 Ring Delay
DEFAULT = 80
Delay after which ring count is reset, in 100 msec increments.
14 Silence Debounce
DEFAULT = 4 (10 msec
Silence message de-bounce interval in 10 msec increments.
increments)
15 Reserved Field
DEFAULT = 0
Reserved, MUST BE SET TO ZERO
16 Tone Duration
DEFAULT = 10 (10 msec
Duration of dialed DTMF tone, in 10 msec increments.
increments)
17 Pulse Max Make

Maximum time for PD make, in msec.
18 Pulse Min Make

Minimum make interval for valid loop pulse digit, in msec.
19 Pulse Min Break

Minimum break interval for valid loop pulse digit, in msec.
20 Pulse Min Interdigit

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Minimum inter-digit pulse time, in msec.
21 Loop Current Time
DEFAULT = 30 (10 msec
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Minimum time loop current must be off before loop current CST can be
increments)
generated, in 10 msec increments.
22 Record Tone Length

Record DTMF filter time, in msec.
23 Record Tone Edge
DEFAULT = 0
Record DTMF event edge selection. 1 = event detection on trailing edge of
tone,
2 = event detection on leading edge of tone.

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Channel Internal Parameters (400 to 426) Rhetorex

400 Max Start Silence

Specifies the duration of the longest valid silence period that PCPM waits for at the
DEFAULT =
beginning of an outbound analysis. If the initial silence duration exceeds this value,
524272 (16-msec units)
PCPM considers that no tone is present on the line.

This value should be greater than the value for Sound Dropout and also greater than
the maximum silence period of any tone in the tone table.
Valid Range is 1 through 524272 in milliseconds

401 Max Start Sound

Specifies the duration of the longest valid sound period that PCPM waits for at the
DEFAULT =
beginning of an outbound analysis. If the initial sound duration exceeds this value,
4992 (16-msec units)
PCPM considers that no tone is present on the line.

This value should be greater than the value for Sound Spike and also greater than the
maximum silence period of any tone in the tone table.
Valid Range is 1 through 524272 in milliseconds

402 Min Speech

Specifies the minimum duration of voice that must be present on the line for PCPM to DEFAULT = 48 (msec)
consider the call answered.
Valid Range is 1 through 1048560 in milliseconds

403 PCPM Delay

Specifies the amount of time that PCPM waits after outbound PCPM starts before it
DEFAULT = 0
begins to analyze tones. This parameter allows the application to specify an amount of
time tat PCPM waits for the audio on the line to stabilize.

For example, some switches send a few spurious signals before the ringback (or busy)
signal starts. In such cases, set the PCPM Delay value to a non-zero value to avoid
detecting false answer conditions that the spurious signals can trigger.
Valid Range is 1 through 1048560 in milliseconds, 0 represents no delay

404 Start Segment

Specifies the deglitched segment that PCPM analysis starts on. A segment is either a
DEFAULT = 0
period of silence or a period of sound on the line. It is considered deglitched once its
duration exceeds the threshold specified by the value in the Sound Dropout or Sound
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Spike field.

PCPM analysis normally starts as soon as the function is called. However, older
switches can generate some signals on the line during an outbound call that are not
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part of the ringback tone. If this happens, you should increase this segment value to a
value greater than zero.

If a value other than zero is specified for Start Segment, the PCPM algorithm
considers the first segment to be the first sound segment it receives. This eliminates
the uncertainty caused by not knowing whether there will be a silence period
preceding the first tone.
Valid Range is 1 through 255, 0 represents Start PCPM Immediately

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405 Max Rings

Specifies the number of ringback cycles that PCPM waits for before it terminates
DEFAULT = 4 (ring cycles)
analysis and returns this tone's ID. If the number of ringback cycles exceeds this
value, PCPM considers the call unanswered. Ringback tones differ from non-ringback
tones in that PCPM must wait several cycles after detecting a ringback tone before it
terminates to give the called party a chance to answer the call. Non-ringback tones, on
the other hand, must be detected as fast as possible.
Valid Range is 1 through 255

406 Min Cycles

Specifies the minimum number of full cycles of a non-ringback-type tone that PCPM
DEFAULT = 2 (ring cycles)
must detect before it terminates analysis and returns this tone's ID.

Ringback tones differ from non-ringback tones in that PCPM must wait several cycles
after detecting a ringback tone before it terminates to give the called party a chance to
answer the call. Non-ringback tones, on the other hand, must be detected as fast as
possible.
Valid Range is 1 through 255

407 Sound Spike

Specifies the maximum duration of a sound signal that PCPM analysis considers a
DEFAULT = 112 (msec)
glitch (spike) on the line. If the amount of time PCPM detects sound on the line does
not exceed the value for this parameter, this sound signal is considered a spike (noise)
and PCPM ignores it. The duration of the spike is added to the duration of the silence
that PCPM was previously detecting.

The value for Sound Spike should be less than the duration of all sound elements that
are a part of frequency-only tones.
Valid Range is 1 through 4080 in milliseconds

408 Sound Dropout

Specifies the maximum duration of a silence signal that PCPM analysis considers a
DEFAULT = 112 (msec)
glitch (dropout) on the line. If the amount of time PCPM detects the absence of sound
(silence) on the line does not exceed the value for this parameter, this absence of
sound is considered a temporary and unexpected loss of signal (a dropout) and PCPM
ignores it. The duration of the dropout is added to the duration of the sound that
PCPM was previously detecting.

This value should be less that the duration of all silence elements in the tone table.
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Valid Range is 1 through 4080 in milliseconds

409 PVC Spike

Specifies the maximum duration of a voice signal that PCPM analysis considers a
DEFAULT = 16 (msec)
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glitch (spike) on the line. If the amount of time PCPM detects voice on the line does
not exceed the value for this parameter, this voice signal is considered a spike (noise)
and PCPM ignores it. The duration of the spike is added to the duration of the absence
of voice segment that PCPM was previously detecting.

This value should be less than the value for Min Speech.
Valid Range is 1 through 4080 in milliseconds

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410 PVC Dropout

Specifies the maximum duration of a voice signal that PCPM analysis considers a
DEFAULT = 16 (msec)
glitch (spike) on the line. If the amount of time PCPM detects the absence of voice on
the line does not exceed the value for this parameter, this absence of sound is
considered a temporary and unexpected loss of signal (a dropout) and PCPM ignores
it. The duration of the dropout is added to the duration of the sound that PCPM was
previously detecting.
Valid Range is 1 through 4080 in milliseconds
411 Term Spike

Specifies the maximum duration of a frequency signal that PCPM considers a glitch
DEFAULT = 32 (msec)
(spike) during background PCPM. This PCPM analysis operates while other voice
processing activities (play, record, or wait for digit) are ongoing to determine whether
the line receives any user-specified tones.

If the amount of time PCPM detects a certain frequency on the line does not exceed
the value for this parameter, the frequency is considered a spike (noise) and PCPM
ignores it. The duration of the spike is added to the duration of the silence that PCPM
was previously detecting.

This value should be less than the duration of all sound elements of terminating tones
in the tone table.
Valid Range is 1 through 4080 in milliseconds

412 Term Dropout

Specifies the maximum duration of a loss of frequency that PCPM analysis considers
DEFAULT = 160
a glitch (dropout) on the line. If the amount of time PCPM detects a loss of frequency
on the line does not exceed the value for this parameter, this loss of frequency is
considered a temporary and unexpected loss of signal (a dropout) and PCPM ignores
it. The duration of the dropout is added to the duration of the frequency that PCPM
was previously detecting.

The value for Term Dropout should be less than the duration of all silence elements of
terminating tones in the table.
Valid Range is 1 through 4080 in milliseconds

413 Frequency Lock

Specifies the length of time for the detection algorithm to detect a frequency and
DEFAULT = 32
determine that it is the tone's main frequency, it uses this frequency to analyze a
segment's characteristics.
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The value for Frequency Lock needs to be less than the duration of all sound elements
in the tone table that contain a frequency (excluding cadence-only and frequency-only
tones). This value also needs to be less than the value of Sound Spike.
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Valid Range is 1 through 4080 in milliseconds

414 Max Frequency Shifts

Defines the maximum number of times that the receive frequency can change before
DEFAULT = 5 (shifts)
PCPM detects another valid frequency (or silence). If PCPM detects more than this
number of frequency shifts, it considers that voice is present on the line and assumes
the call is answered. The frequency shift count is reset every time a frequency (or
silence) becomes valid (exceeds the spike or dropout threshold).
Valid range is 1 through 255 (Do not use 0)

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415 Max Frequency Drops

Defines the maximum number of times that a frequency can drop before PCPM
DEFAULT = 5 (drops)
detects another valid frequency (or silence). If the number of frequency drops exceeds
this value, PCPM considers the call answered.

The PCPM algorithm defines a frequency drop as the detection of a silence sample
(16 msec) that turns out to be part of a glitch (meaning the silence period does not
exceed the duration specified by Sound Dropout). The frequency drop count is reset
every time a frequency (or silence) becomes valid (exceeds the spike or dropout
threshold).
Valid range is 1 through 255 (Do not use 0)
416 Max Unmatched Seg.

Specifies the maximum number of segments that can be received that do not match
DEFAULT = 3 (unmatched
any part of a tone in the tone table. A segment is a period of sound or a period of
segments)
silence of a certain duration. Unlike the frequency shift and frequency drop counters,
the unmatched segment counter is not reset when a valid frequency or silence period
is detected.
Valid range is 1 through 255 (Do not use 0)

417 Frequency Cover
DEFAULT = 70 (%)
Specifies the percentage of a segment duration that a frequency must cover for PCPM
analysis to consider the segment valid. PCPM analysis compares the duration of the
sound segment with the duration of the detected frequency, if any. When the
frequency covers less than the specified percentage of segment duration, PCPM
analysis considers the call answered.
Valid Range is 1 through 100 (Do not use 0)

418 PCPM Optimize
DEFAULT = 1
Specifies a value that determines whether to optimize PCPM analysis for voice or
tone detection. When this value is set to optimize PCPM analysis for voice detection,
the algorithm becomes much more sensitive to detecting a voice signal and considers
most deviations from a clear signal as a potential voice signal. In particular, PCPM
analysis uses the values for Frequency Cover, Max Frequency Drops, Max Frequency
Shifts, and Max Unmatched Segments to detect voice and does not use these values
when PCPM is optimized to detect tones.

If PCPM analysis is performed on noisy lines, or cadence-only tones are present in
the tone table, se this parameter's value to 0 to avoid detecting false answer
indications. If there is a cadence-only tone in the tone table, PCPM Optimize must be
I&M
set to 0.
Valid Range is 0 (optimize for tone detection) or 1 (optimize for voice detection)

419 Ignore Frequency Dev.
DEFAULT = 1
?
Specifies a value that determines whether PCPM disregards or considers small
frequency deviations. Setting this parameter to True (1) is equivalent to dynamically
adjusting the PCPM filter parameters. This value allows PCPM to still consider
samples good even though they do not satisfy specified criteria. When this parameter
is set to False (0), deviations are counted as frequency shifts. This value makes PCPM
analysis much more sensitive to noise on the line and can lead to false reports of call-
answered conditions for noisy lines.
Valid Range is 0 (False count deviations as frequency shifts) or 1 (True Ignore
small frequency deviations)

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420 Enable Ringback Tracking

Specifies a value that allows the outbound PCPM function to detect call-answered
DEFAULT = 1
conditions faster based on changes in the characteristics of ringback tones.

When PCPM detects a ringback tone and the parameter's value is set to True (1),
PCPM assumes that any change in this tone signals a call-answered condition. PCPM
constantly monitors the signal on the line to identify any change in the signal (change
of cadence, break in cadence or change of frequency) and reports a call-answered
condition as soon as it detects a change. Setting this value to False (0) causes PCPM
to wait for other events (voice or unmatched segments) before it considers the call
answered.
Valid Range is 0 (False wait for other events to consider the call answered) or 1
(True consider the call answered after detecting any change of signal
characteristics)
421 Enable PVC

Specifies a value that determines use of a proprietary PVC algorithm to detect the
DEFAULT = 1
presence of a human voice on the line. Enabling this feature provides a faster and
more reliable method of detecting call-answered situations.
Valid Range is 0 (False disables use of the PVC algorithm) or 1 (True enables use
of the PVC algorithm)

422 Enable Answer Analysis

Specifies a value that enables analysis of answer characteristics. When enabled, this
DEFAULT = 0
type of analysis returns parameters that allow the application to distinguish different
types of greetings (for example, a greeting spoken by a live person, a business
receptionist, or an answering machine). If enabled, the greeting (answer) is analyzed
until a termination condition is met.

Answer analysis only starts if the PCPM algorithm determines that the call has been
answered due to presence of voice on the line. If answer analysis is disabled (the
parameter is set to False), PCPM returns an indication of answer as soon as it
identifies one.
Valid Range is 0 (False Disables answer analysis) or 1 (True Enables answer
analysis)

423 Max Answer Analysis
DEFAULT = 125 (2
Specifies the maximum amount of time to run answer analysis. If answer analysis
seconds)
runs for this amount if time without detecting the amount of voice or silence specified
by Max Answer Voice or Max Answer Silence (below), it terminates.
I&M
Valid Range is 1 through 65535 in 16 msec increments (Do not use 0).

424 Max Answer Voice
DEFAULT = 496 (msec)
Specifies the maximum amount of continuous voice that answer analysis can accept.
?
If the voice duration exceeds this value, PCPM terminates.
Limitation: The value for Max Answer Voice should be less than the value for Max
Answer Analysis.
Valid Range is 1 through 1048560 (Do not use 0).

425 Max Answer Silence

Specifies the maximum amount of continuous silence that answer can accept. If the
DEFAULT = 496 (msec)
silence duration exceeds this value, PCPM terminates.
Limitation: The value for Max Answer Silence should be less than the value for Max
Answer Analysis.
Valid Range is 1 through 1048560 (Do not use 0).

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426 - WbEnergy
DEFAULT = 32 (-45 dB)
Minimum amount of energy that a signal (wide band) must have for PCPM analysis
to consider it a sound sample. If the signal level does not meet this minimum value,
PCPM analysis considers the sample a silence. This parameter, together with the
values for Sound Spike and Sound Dropout, dictate how PCPM identifies tone
cadences.

For lines with a low noise level, you can adjust this parameter value to avoid
detecting false answer indications. Lines that experience a significant noise level
might require additional adjustments in the tone table to avoid false detection.
Valid Range is 1 (-60 dB) through 32767 (-15dB).
Each time you double this value, you add 3 dB to the energy threshold. Each time you
halve this value, you subtract 3 dB from the energy threshold. The value for 15 dB is
an exception to these rules: the value for 15 dB is 1 less than twice the value for 18
dB.

Channel External Parameters (430 TO 456) Rhetorex

430 Max Start Silence

Specifies the duration of the longest valid silence period that PCPM waits for at the
DEFAULT =
beginning of an outbound analysis. If the initial silence duration exceeds this value,
524272 (16-msec units)
PCPM considers that no tone is present on the line.

This value should be greater than the value for Sound Dropout and also greater than
the maximum silence period of any tone in the tone table.
Valid Range is 1 through 524272 in milliseconds

431 Max Start Sound

Specifies the duration of the longest valid sound period that PCPM waits for at the
DEFAULT =
beginning of an outbound analysis. If the initial sound duration exceeds this value,
4992 (16-msec units)
PCPM considers that no tone is present on the line.

This value should be greater than the value for Sound Spike and also greater than the
maximum silence period of any tone in the tone table.
Valid Range is 1 through 524272 in milliseconds
I&M

432 Min Speech

Specifies the minimum duration of voice that must be present on the line for PCPM to DEFAULT = 48 (msec)
consider the call answered.
?
Valid Range is 1 through 1048560 in milliseconds

433 PCPM Delay

Specifies the amount of time that PCPM waits after outbound PCPM starts before it
DEFAULT = 0
begins to analyze tones. This parameter allows the application to specify an amount of
time tat PCPM waits for the audio on the line to stabilize.

For example, some switches send a few spurious signals before the ringback (or busy)
signal starts. In such cases, set the PCPM Delay value to a non-zero value to avoid
detecting false answer conditions that the spurious signals can trigger.
Valid Range is 1 through 1048560 in milliseconds, 0 represents no delay

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434 Start Segment

Specifies the deglitched segment that PCPM analysis starts on. A segment is either a
DEFAULT = 0
period of silence or a period of sound on the line. It is considered deglitched once its
duration exceeds the threshold specified by the value in the Sound Dropout or Sound
Spike field.

PCPM analysis normally starts as soon as the function is called. However, older
switches can generate some signals on the line during an outbound call that are not
part of the ringback tone. If this happens, you should increase this segment value to a
value greater than zero.

If a value other than zero is specified for Start Segment, the PCPM algorithm
considers the first segment to be the first sound segment it receives. This eliminates
the uncertainty caused by not knowing whether there will be a silence period
preceding the first tone.
Valid Range is 1 through 255, 0 represents Start PCPM Immediately

435 Max Rings

Specifies the number of ringback cycles that PCPM waits for before it terminates
DEFAULT = 4 (ring cycles)
analysis and returns this tone's ID. If the number of ringback cycles exceeds this
value, PCPM considers the call unanswered. Ringback tones differ from non-ringback
tones in that PCPM must wait several cycles after detecting a ringback tone before it
terminates to give the called party a chance to answer the call. Non-ringback tones, on
the other hand, must be detected as fast as possible.
Valid Range is 1 through 255

436 Min Cycles

Specifies the minimum number of full cycles of a non-ringback-type tone that PCPM
DEFAULT = 2 (ring cycles)
must detect before it terminates analysis and returns this tone's ID.

Ringback tones differ from non-ringback tones in that PCPM must wait several cycles
after detecting a ringback tone before it terminates to give the called party a chance to
answer the call. Non-ringback tones, on the other hand, must be detected as fast as
possible.
Valid Range is 1 through 255

437 Sound Spike

Specifies the maximum duration of a sound signal that PCPM analysis considers a
DEFAULT = 112 (msec)
glitch (spike) on the line. If the amount of time PCPM detects sound on the line does
I&M
not exceed the value for this parameter, this sound signal is considered a spike (noise)
and PCPM ignores it. The duration of the spike is added to the duration of the silence
that PCPM was previously detecting.

?
The value for Sound Spike should be less than the duration of all sound elements that
are a part of frequency-only tones.
Valid Range is 1 through 4080 in milliseconds

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438 Sound Dropout

Specifies the maximum duration of a silence signal that PCPM analysis considers a
DEFAULT = 112 (msec)
glitch (dropout) on the line. If the amount of time PCPM detects the absence of sound
(silence) on the line does not exceed the value for this parameter, this absence of
sound is considered a temporary and unexpected loss of signal (a dropout) and PCPM
ignores it. The duration of the dropout is added to the duration of the sound that
PCPM was previously detecting.

This value should be less that the duration of all silence elements in the tone table.
Valid Range is 1 through 4080 in milliseconds

439 PVC Spike

Specifies the maximum duration of a voice signal that PCPM analysis considers a
DEFAULT = 16 (msec)
glitch (spike) on the line. If the amount of time PCPM detects voice on the line does
not exceed the value for this parameter, this voice signal is considered a spike (noise)
and PCPM ignores it. The duration of the spike is added to the duration of the absence
of voice segment that PCPM was previously detecting.

This value should be less than the value for Min Speech.
Valid Range is 1 through 4080 in milliseconds

440 PVC Dropout

Specifies the maximum duration of a voice signal that PCPM analysis considers a
DEFAULT = 16 (msec)
glitch (spike) on the line. If the amount of time PCPM detects the absence of voice on
the line does not exceed the value for this parameter, this absence of sound is
considered a temporary and unexpected loss of signal (a dropout) and PCPM ignores
it. The duration of the dropout is added to the duration of the sound that PCPM was
previously detecting.
Valid Range is 1 through 4080 in milliseconds
441 Term Spike

Specifies the maximum duration of a frequency signal that PCPM considers a glitch
DEFAULT = 32 (msec)
(spike) during background PCPM. This PCPM analysis operates while other voice
processing activities (play, record, or wait for digit) are ongoing to determine whether
the line receives any user-specified tones.

If the amount of time PCPM detects a certain frequency on the line does not exceed
the value for this parameter, the frequency is considered a spike (noise) and PCPM
ignores it. The duration of the spike is added to the duration of the silence that PCPM
was previously detecting.
I&M

This value should be less than the duration of all sound elements of terminating tones
in the tone table.
Valid Range is 1 through 4080 in milliseconds
?

442 Term Dropout

Specifies the maximum duration of a loss of frequency that PCPM analysis considers
DEFAULT = 160
a glitch (dropout) on the line. If the amount of time PCPM detects a loss of frequency
on the line does not exceed the value for this parameter, this loss of frequency is
considered a temporary and unexpected loss of signal (a dropout) and PCPM ignores
it. The duration of the dropout is added to the duration of the frequency that PCPM
was previously detecting.

The value for Term Dropout should be less than the duration of all silence elements of
terminating tones in the table.
Valid Range is 1 through 4080 in milliseconds

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443 Frequency Lock

Specifies the length of time for the detection algorithm to detect a frequency and
DEFAULT = 32
determine that it is the tone's main frequency, it uses this frequency to analyze a
segment's characteristics.

The value for Frequency Lock needs to be less than the duration of all sound elements
in the tone table that contain a frequency (excluding cadence-only and frequency-only
tones). This value also needs to be less than the value of Sound Spike.
Valid Range is 1 through 4080 in milliseconds

444 Max Frequency Shifts

Defines the maximum number of times that the receive frequency can change before
DEFAULT = 5 (shifts)
PCPM detects another valid frequency (or silence). If PCPM detects more than this
number of frequency shifts, it considers that voice is present on the line and assumes
the call is answered. The frequency shift count is reset every time a frequency (or
silence) becomes valid (exceeds the spike or dropout threshold).
Valid range is 1 through 255 (Do not use 0)

445 Max Frequency Drops

Defines the maximum number of times that a frequency can drop before PCPM
DEFAULT = 5 (drops)
detects another valid frequency (or silence). If the number of frequency drops exceeds
this value, PCPM considers the call answered.

The PCPM algorithm defines a frequency drop as the detection of a silence sample
(16 msec) that turns out to be part of a glitch (meaning the silence period does not
exceed the duration specified by Sound Dropout). The frequency drop count is reset
every time a frequency (or silence) becomes valid (exceeds the spike or dropout
threshold).
Valid range is 1 through 255 (Do not use 0)

446 Max Unmatched Seg.

Specifies the maximum number of segments that can be received that do not match
DEFAULT = 3 (unmatched
any part of a tone in the tone table. A segment is a period of sound or a period of
segments)
silence of a certain duration. Unlike the frequency shift and frequency drop counters,
the unmatched segment counter is not reset when a valid frequency or silence period
is detected.
Valid range is 1 through 255 (Do not use 0)

447 Frequency Cover
DEFAULT = 70 (%)
I&M
Specifies the percentage of a segment duration that a frequency must cover for PCPM
analysis to consider the segment valid. PCPM analysis compares the duration of the
sound segment with the duration of the detected frequency, if any. When the
frequency covers less than the specified percentage of segment duration, PCPM
?
analysis considers the call answered.
Valid Range is 1 through 100 (Do not use 0)

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448 PCPM Optimize
DEFAULT = 1
Specifies a value that determines whether to optimize PCPM analysis for voice or
tone detection. When this value is set to optimize PCPM analysis for voice detection,
the algorithm becomes much more sensitive to detecting a voice signal and considers
most deviations from a clear signal as a potential voice signal. In particular, PCPM
analysis uses the values for Frequency Cover, Max Frequency Drops, Max Frequency
Shifts, and Max Unmatched Segments to detect voice and does not use these values
when PCPM is optimized to detect tones.

If PCPM analysis is performed on noisy lines, or cadence-only tones are present in
the tone table, se this parameter's value to 0 to avoid detecting false answer
indications. If there is a cadence-only tone in the tone table, PCPM Optimize must be
set to 0.
Valid Range is 0 (optimize for tone detection) or 1 (optimize for voice detection)

449 Ignore Frequency Dev.
DEFAULT = 1
Specifies a value that determines whether PCPM disregards or considers small
frequency deviations. Setting this parameter to True (1) is equivalent to dynamically
adjusting the PCPM filter parameters. This value allows PCPM to still consider
samples good even though they do not satisfy specified criteria. When this parameter
is set to False (0), deviations are counted as frequency shifts. This value makes PCPM
analysis much more sensitive to noise on the line and can lead to false reports of call-
answered conditions for noisy lines.
Valid Range is 0 (False count deviations as frequency shifts) or 1 (True Ignore
small frequency deviations)

450 Enable Ringback Tracking

Specifies a value that allows the outbound PCPM function to detect call-answered
DEFAULT = 1
conditions faster based on changes in the characteristics of ringback tones.

When PCPM detects a ringback tone and the parameter's value is set to True (1),
PCPM assumes that any change in this tone signals a call-answered condition. PCPM
constantly monitors the signal on the line to identify any change in the signal (change
of cadence, break in cadence or change of frequency) and reports a call-answered
condition as soon as it detects a change. Setting this value to False (0) causes PCPM
to wait for other events (voice or unmatched segments) before it considers the call
answered.
Valid Range is 0 (False wait for other events to consider the call answered) or 1
(True consider the call answered after detecting any change of signal
I&M
characteristics)

451 Enable PVC

Specifies a value that determines use of a proprietary PVC algorithm to detect the
DEFAULT = 1
?
presence of a human voice on the line. Enabling this feature provides a faster and
more reliable method of detecting call-answered situations.
Valid Range is 0 (False disables use of the PVC algorithm) or 1 (True enables use
of the PVC algorithm)

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452 Enable Answer Analysis

Specifies a value that enables analysis of answer characteristics. When enabled, this
DEFAULT = 0
type of analysis returns parameters that allow the application to distinguish different
types of greetings (for example, a greeting spoken by a live person, a business
receptionist, or an answering machine). If enabled, the greeting (answer) is analyzed
until a termination condition is met.

Answer analysis only starts if the PCPM algorithm determines that the call has been
answered due to presence of voice on the line. If answer analysis is disabled (the
parameter is set to False), PCPM returns an indication of answer as soon as it
identifies one.
Valid Range is 0 (False Disables answer analysis) or 1 (True Enables answer
analysis)

453 Max Answer Analysis
DEFAULT = 125 (2
Specifies the maximum amount of time to run answer analysis. If answer analysis
seconds)
runs for this amount if time without detecting the amount of voice or silence specified
by Max Answer Voice or Max Answer Silence (below), it terminates.
Valid Range is 1 through 65535 in 16 msec increments (Do not use 0).

454 Max Answer Voice
DEFAULT = 496 (msec)
Specifies the maximum amount of continuous voice that answer analysis can accept.
If the voice duration exceeds this value, PCPM terminates.
Limitation: The value for Max Answer Voice should be less than the value for Max
Answer Analysis.
Valid Range is 1 through 1048560 (Do not use 0).

455 Max Answer Silence

Specifies the maximum amount of continuous silence that answer can accept. If the
DEFAULT = 496 (msec)
silence duration exceeds this value, PCPM terminates.
Limitation: The value for Max Answer Silence should be less than the value for Max
Answer Analysis.
Valid Range is 1 through 1048560 (Do not use 0).

456 - WbEnergy
DEFAULT = 32 (-45 dB)
Minimum amount of energy that a signal (wide band) must have for PCPM analysis
to consider it a sound sample. If the signal level does not meet this minimum value,
PCPM analysis considers the sample a silence. This parameter, together with the
values for Sound Spike and Sound Dropout, dictate how PCPM identifies tone
I&M
cadences.

For lines with a low noise level, you can adjust this parameter value to avoid
detecting false answer indications. Lines that experience a significant noise level
?
might require additional adjustments in the tone table to avoid false detection.
Valid Range is 1 (-60 dB) through 32767 (-15dB).
Each time you double this value, you add 3 dB to the energy threshold. Each time you
halve this value, you subtract 3 dB from the energy threshold. The value for 15 dB is
an exception to these rules: the value for 15 dB is 1 less than twice the value for 18
dB.

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FOR REFERENCE ONLY: Channel Other Parameters (460 TO 486)
Rhetorex

460 Max Start Silence

Specifies the duration of the longest valid silence period that PCPM waits for at the
DEFAULT =
beginning of an outbound analysis. If the initial silence duration exceeds this value,
524272 (16-msec units)
PCPM considers that no tone is present on the line.

This value should be greater than the value for Sound Dropout and also greater than
the maximum silence period of any tone in the tone table.
Valid Range is 1 through 524272 in milliseconds

461 Max Start Sound

Specifies the duration of the longest valid sound period that PCPM waits for at the
DEFAULT =
beginning of an outbound analysis. If the initial sound duration exceeds this value,
4992 (16-msec units)
PCPM considers that no tone is present on the line.

This value should be greater than the value for Sound Spike and also greater than the
maximum silence period of any tone in the tone table.
Valid Range is 1 through 524272 in milliseconds

462 Min Speech

Specifies the minimum duration of voice that must be present on the line for PCPM to DEFAULT = 48 (msec)
consider the call answered.
Valid Range is 1 through 1048560 in milliseconds

463 PCPM Delay

Specifies the amount of time that PCPM waits after outbound PCPM starts before it
DEFAULT = 0
begins to analyze tones. This parameter allows the application to specify an amount of
time tat PCPM waits for the audio on the line to stabilize.

For example, some switches send a few spurious signals before the ringback (or busy)
signal starts. In such cases, set the PCPM Delay value to a non-zero value to avoid
detecting false answer conditions that the spurious signals can trigger.
Valid Range is 1 through 1048560 in milliseconds, 0 represents no delay

464 Start Segment

Specifies the deglitched segment that PCPM analysis starts on. A segment is either a
DEFAULT = 0
I&M
period of silence or a period of sound on the line. It is considered deglitched once its
duration exceeds the threshold specified by the value in the Sound Dropout or Sound
Spike field.

?
PCPM analysis normally starts as soon as the function is called. However, older
switches can generate some signals on the line during an outbound call that are not
part of the ringback tone. If this happens, you should increase this segment value to a
value greater than zero.

If a value other than zero is specified for Start Segment, the PCPM algorithm
considers the first segment to be the first sound segment it receives. This eliminates
the uncertainty caused by not knowing whether there will be a silence period
preceding the first tone.
Valid Range is 1 through 255, 0 represents Start PCPM Immediately

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465 Max Rings

Specifies the number of ringback cycles that PCPM waits for before it terminates
DEFAULT = 4 (ring cycles)
analysis and returns this tone's ID. If the number of ringback cycles exceeds this
value, PCPM considers the call unanswered. Ringback tones differ from non-ringback
tones in that PCPM must wait several cycles after detecting a ringback tone before it
terminates to give the called party a chance to answer the call. Non-ringback tones, on
the other hand, must be detected as fast as possible.
Valid Range is 1 through 255

466 Min Cycles

Specifies the minimum number of full cycles of a non-ringback-type tone that PCPM
DEFAULT = 2 (ring cycles)
must detect before it terminates analysis and returns this tone's ID.

Ringback tones differ from non-ringback tones in that PCPM must wait several cycles
after detecting a ringback tone before it terminates to give the called party a chance to
answer the call. Non-ringback tones, on the other hand, must be detected as fast as
possible.
Valid Range is 1 through 255

467 Sound Spike

Specifies the maximum duration of a sound signal that PCPM analysis considers a
DEFAULT = 112 (msec)
glitch (spike) on the line. If the amount of time PCPM detects sound on the line does
not exceed the value for this parameter, this sound signal is considered a spike (noise)
and PCPM ignores it. The duration of the spike is added to the duration of the silence
that PCPM was previously detecting.

The value for Sound Spike should be less than the duration of all sound elements that
are a part of frequency-only tones.
Valid Range is 1 through 4080 in milliseconds

468 Sound Dropout

Specifies the maximum duration of a silence signal that PCPM analysis considers a
DEFAULT = 112 (msec)
glitch (dropout) on the line. If the amount of time PCPM detects the absence of sound
(silence) on the line does not exceed the value for this parameter, this absence of
sound is considered a temporary and unexpected loss of signal (a dropout) and PCPM
ignores it. The duration of the dropout is added to the duration of the sound that
PCPM was previously detecting.

This value should be less that the duration of all silence elements in the tone table.
I&M
Valid Range is 1 through 4080 in milliseconds

469 PVC Spike

Specifies the maximum duration of a voice signal that PCPM analysis considers a
DEFAULT = 16 (msec)
?
glitch (spike) on the line. If the amount of time PCPM detects voice on the line does
not exceed the value for this parameter, this voice signal is considered a spike (noise)
and PCPM ignores it. The duration of the spike is added to the duration of the absence
of voice segment that PCPM was previously detecting.

This value should be less than the value for Min Speech.
Valid Range is 1 through 4080 in milliseconds

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470 PVC Dropout

Specifies the maximum duration of a voice signal that PCPM analysis considers a
DEFAULT = 16 (msec)
glitch (spike) on the line. If the amount of time PCPM detects the absence of voice on
the line does not exceed the value for this parameter, this absence of sound is
considered a temporary and unexpected loss of signal (a dropout) and PCPM ignores
it. The duration of the dropout is added to the duration of the sound that PCPM was
previously detecting.
Valid Range is 1 through 4080 in milliseconds

471 Term Spike

Specifies the maximum duration of a frequency signal that PCPM considers a glitch
DEFAULT = 32 (msec)
(spike) during background PCPM. This PCPM analysis operates while other voice
processing activities (play, record, or wait for digit) are ongoing to determine whether
the line receives any user-specified tones.

If the amount of time PCPM detects a certain frequency on the line does not exceed
the value for this parameter, the frequency is considered a spike (noise) and PCPM
ignores it. The duration of the spike is added to the duration of the silence that PCPM
was previously detecting.

This value should be less than the duration of all sound elements of terminating tones
in the tone table.
Valid Range is 1 through 4080 in milliseconds

472 Term Dropout

Specifies the maximum duration of a loss of frequency that PCPM analysis considers
DEFAULT = 160
a glitch (dropout) on the line. If the amount of time PCPM detects a loss of frequency
on the line does not exceed the value for this parameter, this loss of frequency is
considered a temporary and unexpected loss of signal (a dropout) and PCPM ignores
it. The duration of the dropout is added to the duration of the frequency that PCPM
was previously detecting.

The value for Term Dropout should be less than the duration of all silence elements of
terminating tones in the table.
Valid Range is 1 through 4080 in milliseconds

473 Frequency Lock

Specifies the length of time for the detection algorithm to detect a frequency and
DEFAULT = 32
determine that it is the tone's main frequency, it uses this frequency to analyze a
I&M
segment's characteristics.

The value for Frequency Lock needs to be less than the duration of all sound elements
in the tone table that contain a frequency (excluding cadence-only and frequency-only
?
tones). This value also needs to be less than the value of Sound Spike.
Valid Range is 1 through 4080 in milliseconds

474 Max Frequency Shifts

Defines the maximum number of times that the receive frequency can change before
DEFAULT = 5 (shifts)
PCPM detects another valid frequency (or silence). If PCPM detects more than this
number of frequency shifts, it considers that voice is present on the line and assumes
the call is answered. The frequency shift count is reset every time a frequency (or
silence) becomes valid (exceeds the spike or dropout threshold).
Valid range is 1 through 255 (Do not use 0)

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475 Max Frequency Drops

Defines the maximum number of times that a frequency can drop before PCPM
DEFAULT = 5 (drops)
detects another valid frequency (or silence). If the number of frequency drops exceeds
this value, PCPM considers the call answered.

The PCPM algorithm defines a frequency drop as the detection of a silence sample
(16 msec) that turns out to be part of a glitch (meaning the silence period does not
exceed the duration specified by Sound Dropout). The frequency drop count is reset
every time a frequency (or silence) becomes valid (exceeds the spike or dropout
threshold).
Valid range is 1 through 255 (Do not use 0)

476 Max Unmatched Seg.

Specifies the maximum number of segments that can be received that do not match
DEFAULT = 3 (unmatched
any part of a tone in the tone table. A segment is a period of sound or a period of
segments)
silence of a certain duration. Unlike the frequency shift and frequency drop counters,
the unmatched segment counter is not reset when a valid frequency or silence period
is detected.
Valid range is 1 through 255 (Do not use 0)

477 Frequency Cover
DEFAULT = 70 (%)
Specifies the percentage of a segment duration that a frequency must cover for PCPM
analysis to consider the segment valid. PCPM analysis compares the duration of the
sound segment with the duration of the detected frequency, if any. When the
frequency covers less than the specified percentage of segment duration, PCPM
analysis considers the call answered.
Valid Range is 1 through 100 (Do not use 0)

478 PCPM Optimize
DEFAULT = 1
Specifies a value that determines whether to optimize PCPM analysis for voice or
tone detection. When this value is set to optimize PCPM analysis for voice detection,
the algorithm becomes much more sensitive to detecting a voice signal and considers
most deviations from a clear signal as a potential voice signal. In particular, PCPM
analysis uses the values for Frequency Cover, Max Frequency Drops, Max Frequency
Shifts, and Max Unmatched Segments to detect voice and does not use these values
when PCPM is optimized to detect tones.

If PCPM analysis is performed on noisy lines, or cadence-only tones are present in
the tone table, se this parameter's value to 0 to avoid detecting false answer
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indications. If there is a cadence-only tone in the tone table, PCPM Optimize must be
set to 0.
Valid Range is 0 (optimize for tone detection) or 1 (optimize for voice detection)

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479 Ignore Frequency Dev.
DEFAULT = 1
Specifies a value that determines whether PCPM disregards or considers small
frequency deviations. Setting this parameter to True (1) is equivalent to dynamically
adjusting the PCPM filter parameters. This value allows PCPM to still consider
samples good even though they do not satisfy specified criteria. When this parameter
is set to False (0), deviations are counted as frequency shifts. This value makes PCPM
analysis much more sensitive to noise on the line and can lead to false reports of call-
answered conditions for noisy lines.
Valid Range is 0 (False count deviations as frequency shifts) or 1 (True Ignore
small frequency deviations)

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480 Enable Ringback Tracking

Specifies a value that allows the outbound PCPM function to detect call-answered
DEFAULT = 1
conditions faster based on changes in the characteristics of ringback tones.

When PCPM detects a ringback tone and the parameter's value is set to True (1),
PCPM assumes that any change in this tone signals a call-answered condition. PCPM
constantly monitors the signal on the line to identify any change in the signal (change
of cadence, break in cadence or change of frequency) and reports a call-answered
condition as soon as it detects a change. Setting this value to False (0) causes PCPM
to wait for other events (voice or unmatched segments) before it considers the call
answered.
Valid Range is 0 (False wait for other events to consider the call answered) or 1
(True consider the call answered after detecting any change of signal
characteristics)

481 Enable PVC

Specifies a value that determines use of a proprietary PVC algorithm to detect the
DEFAULT = 1
presence of a human voice on the line. Enabling this feature provides a faster and
more reliable method of detecting call-answered situations.
Valid Range is 0 (False disables use of the PVC algorithm) or 1 (True enables use
of the PVC algorithm)

482 Enable Answer Analysis

Specifies a value that enables analysis of answer characteristics. When enabled, this
DEFAULT = 0
type of analysis returns parameters that allow the application to distinguish different
types of greetings (for example, a greeting spoken by a live person, a business
receptionist, or an answering machine). If enabled, the greeting (answer) is analyzed
until a termination condition is met.

Answer analysis only starts if the PCPM algorithm determines that the call has been
answered due to presence of voice on the line. If answer analysis is disabled (the
parameter is set to False), PCPM returns an indication of answer as soon as it
identifies one.
Valid Range is 0 (False Disables answer analysis) or 1 (True Enables answer
analysis)

483 Max Answer Analysis
DEFAULT = 125 (2
Specifies the maximum amount of time to run answer analysis. If answer analysis
seconds)
runs for this amount if time without detecting the amount of voice or silence specified
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by Max Answer Voice or Max Answer Silence (below), it terminates.
Valid Range is 1 through 65535 in 16 msec increments (Do not use 0).

484 Max Answer Voice
DEFAULT = 496 (msec)
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Specifies the maximum amount of continuous voice that answer analysis can accept.
If the voice duration exceeds this value, PCPM terminates.
Limitation: The value for Max Answer Voice should be less than the value for Max
Answer Analysis.
Valid Range is 1 through 1048560 (Do not use 0).

485 Max Answer Silence

Specifies the maximum amount of continuous silence that answer can accept. If the
DEFAULT = 496 (msec)
silence duration exceeds this value, PCPM terminates.
Limitation: The value for Max Answer Silence should be less than the value for Max
Answer Analysis.
Valid Range is 1 through 1048560 (Do not use 0).

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486 - WbEnergy
DEFAULT = 32 (-45 dB)
Minimum amount of energy that a signal (wide band) must have for PCPM analysis
to consider it a sound sample. If the signal level does not meet this minimum value,
PCPM analysis considers the sample a silence. This parameter, together with the
values for Sound Spike and Sound Dropout, dictate how PCPM identifies tone
cadences.

For lines with a low noise level, you can adjust this parameter value to avoid
detecting false answer indications. Lines that experience a significant noise level
might require additional adjustments in the tone table to avoid false detection.
Valid Range is 1 (-60 dB) through 32767 (-15dB).
Each time you double this value, you add 3 dB to the energy threshold. Each time you
halve this value, you subtract 3 dB from the energy threshold. The value for 15 dB is
an exception to these rules: the value for 15 dB is 1 less than twice the value for 18
dB.

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FOR REFERENCE ONLY: Channel Internal Parameters (400 - 417) 
Intel

400 Start Delay

The delay (in msec) after dialing has been completed and before starting analysis for
DEFAULT = 250 (msec)
Cadence Detection, Frequency Detection, and Positive Voice Detection.

401 Continuous No Signal

The maximum time (in msec) of silence (no signal) allowed immediately after
DEFAULT = 40000 (msec)
Cadence Detection begins. If exceeded, a no ringback is returned.

402 Loop Current Delay

The delay (in msec) after dialing has been completed and before beginning Loop
DEFAULT = 4000 (msec)
Current Detection. A value of 1 indicates to Disable Loop Current Detection.

403 Loop Current Delay 1

The delay (in msec) after Loop Current Delay detects a transient drop in loop current
DEFAULT = 100 (msec)
and before Call Analysis returns a connect to the application.

404 Hello Edge

The point at which a connect will be returned to the application.
DEFAULT = 2
Valid Range 1 (rising edge immediately when a connect is detected) or 2 (falling
edge after the end of the salutation.

405 Continuous Nonsilence

The maximum length (in msec) of the first or second period of nonsilence allowed. If
DEFAULT = 6500 (msec)
exceeded, a no ringback is returned.

406 Nonsilence Busy

The number of nonsilence periods (in addition to the number of rings before no
answer detection) to wait before returning a busy. Negative values a valid.
DEFAULT = 0

407 Intercept Mode Flag

This parameter enables or disables SIT-Frequency Detection, Positive Voice
DEFAULT = 5
Detection (PVD), and/or Positive Answering Machine Detection (PAMD), and selects
the mode of operation for Frequency Detection.

408 Number Before Beginning

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Number of nonsilence periods (rings) before analysis begins.
DEFAULT = 1

409 Maximum Answer

The maximum allowable length (in msec) of Answer Size. When Answer Size
DEFAULT = 10000 (msec)
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exceeds Maximum Answer, a connect is returned to the application.

410 Answer Deglitcher

The maximum silence period (in msec) allowed between words in a salutation. This
DEFAULT = -1 (msec)
parameter should be enabled only when you are interested in measuring the length of
the salutation. A value of 1 indicates to disable this condition.

411 Dial Tone Present

Length of time (in msec) that a dial tone must be continuously present.
DEFAULT = 1000 (msec)

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412 Dial Tone Not Present

Maximum length of time (in msec) to wait before declaring dial tone failure.
DEFAULT = 3000 (msec)

413 Dial Tone Debounce

Maximum gap (in msec) allowed in an otherwise continuous dial tone before it is
DEFAULT = 100 (msec)
considered invalid.

414 PAMD Fail Time

Maximum time (in msec) to wait for Positive Answering Machine Detection or
DEFAULT = 4000 (msec)
Positive Voice Detection after a cadence break.

415 Minimum PAMD Ring

Minimum allowable ring duration (in msec) for Positive Answering Machine
DEFAULT = 1900 (msec)
Detection.

416 No Answer

Length of time (in msec) to wait after first ringback before deciding that the call is not DEFAULT = 30000 (msec)
answered.

417 Maximum Inter-ring Delay

Maximum time (in msec) to wait between consecutive ringback signals before
DEFAULT = 8000 (msec)
deciding that the call has been connected.

FOR REFERENCE ONLY: Channel External Parameters (430-447) - Intel

430 Start Delay

The delay (in msec) after dialing has been completed and before starting analysis for
DEFAULT = 250 (msec)
Cadence Detection, Frequency Detection, and Positive Voice Detection.

431 Continuous No Signal

The maximum time (in msec) of silence (no signal) allowed immediately after
DEFAULT = 40000 (msec)
Cadence Detection begins. If exceeded, a no ringback is returned.

432 Loop Current Delay

The delay (in msec) after dialing has been completed and before beginning Loop
DEFAULT = 4000 (msec)
Current Detection. A value of 1 indicates to Disable Loop Current Detection.

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433 Loop Current Delay 1

The delay (in msec) after Loop Current Delay detects a transient drop in loop current
DEFAULT = 100 (msec)
and before Call Analysis returns a connect to the application.

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434 Hello Edge

The point at which a connect will be returned to the application.
DEFAULT = 2
Valid Range 1 (rising edge immediately when a connect is detected) or 2 (falling
edge after the end of the salutation.

435 Continuous Nonsilence

The maximum length (in msec) of the first or second period of nonsilence allowed. If
DEFAULT = 6500 (msec)
exceeded, a no ringback is returned.

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436 Nonsilence Busy

The number of nonsilence periods (in addition to the number of rings before no
answer detection) to wait before returning a busy. Negative values a valid.
DEFAULT = 0

437 Intercept Mode Flag

This parameter enables or disables SIT-Frequency Detection, Positive Voice
DEFAULT = 5
Detection (PVD), and/or Positive Answering Machine Detection (PAMD), and selects
the mode of operation for Frequency Detection.

438 Number Before Beginning

Number of nonsilence periods (rings) before analysis begins.
DEFAULT = 1

439 Maximum Answer

The maximum allowable length (in msec) of Answer Size. When Answer Size
DEFAULT = 10000 (msec)
exceeds Maximum Answer, a connect is returned to the application.

440 Answer Deglitcher

The maximum silence period (in msec) allowed between words in a salutation. This
DEFAULT = -1
parameter should be enabled only when you are interested in measuring the length of
the salutation. A value of 1 indicates to disable this condition.

441 Dial Tone Present

Length of time (in msec) that a dial tone must be continuously present in 10 msec
DEFAULT = 1000 (msec)
units.

442 Dial Tone Not Present

Maximum length of time (in msec) to wait before declaring dial tone failure.
DEFAULT = 3000 (msec)

443 Dial Tone Debounce

Maximum gap (in msec) allowed in an otherwise continuous dial tone before it is
DEFAULT = 100 (msec)
considered invalid.

444 PAMD Fail Time

Maximum time (in msec) to wait for Positive Answering Machine Detection or
DEFAULT = 4000 (msec)
Positive Voice Detection after a cadence break.

445 Minimum PAMD Ring

Minimum allowable ring duration (in msec) for Positive Answering Machine
DEFAULT = 1900 (msec)
Detection.
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446 No Answer

Length of time (in msec) to wait after first ringback before deciding that the call is not DEFAULT = 30000 (msec)
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answered.

447 Maximum Inter-ring Delay

Maximum time (in msec) to wait between consecutive ringback signals before
DEFAULT = 8000 (msec)
deciding that the call has been connected.

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FOR REFERENCE ONLY: Channel Other Parameters (460-477) - Intel

460 Start Delay

The delay (in msec) after dialing has been completed and before starting analysis for
DEFAULT = 250 (msec)
Cadence Detection, Frequency Detection, and Positive Voice Detection.

461 Continuous No Signal

The maximum time (in msec) of silence (no signal) allowed immediately after
DEFAULT = 40000 (msec)
Cadence Detection begins. If exceeded, a no ringback is returned.

462 Loop Current Delay

The delay (in msec) after dialing has been completed and before beginning Loop
DEFAULT = 4000 (msec)
Current Detection. A value of 1 indicates to Disable Loop Current Detection.

463 Loop Current Delay 1

The delay (in msec) after Loop Current Delay detects a transient drop in loop current
DEFAULT = 100 (msec)
and before Call Analysis returns a connect to the application.

464 Hello Edge

The point at which a connect will be returned to the application.
DEFAULT = 2
Valid Range 1 (rising edge immediately when a connect is detected) or 2 (falling
edge after the end of the salutation.

465 Continuous Nonsilence

The maximum length (in msec) of the first or second period of nonsilence allowed. If
DEFAULT = 6500 (msec)
exceeded, a no ringback is returned.

466 Nonsilence Busy

The number of nonsilence periods (in addition to the number of rings before no
answer detection) to wait before returning a busy. Negative values a valid.
DEFAULT = 0

467 Intercept Mode Flag

This parameter enables or disables SIT-Frequency Detection, Positive Voice
DEFAULT = 5
Detection (PVD), and/or Positive Answering Machine Detection (PAMD), and selects
the mode of operation for Frequency Detection.

468 Number Before Beginning

Number of nonsilence periods (rings) before analysis begins.
DEFAULT = 1
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469 Maximum Answer

The maximum allowable length (in msec) of Answer Size. When Answer Size
DEFAULT = 10000 (msec)
exceeds Maximum Answer, a connect is returned to the application.
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470 Answer Deglitcher

The maximum silence period (in msec) allowed between words in a salutation. This
DEFAULT = -1
parameter should be enabled only when you are interested in measuring the length of
the salutation. A value of 1 indicates to disable this condition.

471 Dial Tone Present

Length of time (in msec) that a dial tone must be continuously present.
DEFAULT = 1000 (msec)

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472 Dial Tone Not Present

Maximum length of time (in msec) to wait before declaring dial tone failure.
DEFAULT = 3000 (msec)

473 Dial Tone Debounce

Maximum gap (in msec) allowed in an otherwise continuous dial tone before it is
DEFAULT = 100 (msec)
considered invalid.

474 PAMD Fail Time

Maximum time (in msec) to wait for Positive Answering Machine Detection or
DEFAULT = 4000 (msec)
Positive Voice Detection after a cadence break.

475 Minimum PAMD Ring

Minimum allowable ring duration (in msec) for Positive Answering Machine
DEFAULT = 1900 (msec)
Detection.

476 No Answer

Length of time (in msec) to wait after first ringback before deciding that the call is not DEFAULT = 30000 (msec)
answered.

477 Maximum Inter-ring Delay

Maximum time (in msec) to wait between consecutive ringback signals before
DEFAULT = 8000 (msec)
deciding that the call has been connected.

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12

12 - Program the Telephone System
Perfect Voice Office Pro interfaces and integrates with many telephone systems. Although the information
in this section applies to most installations, it should only be used as a general guideline. For specific
information on any telephone system, consult your Regional Sales Manager or Teleco Technical Support.
Telephone system programming should be performed in two stages.
1. In the first stage, the extensions for the automated attendant are programmed along with any other
changes that have a minimal impact on the operation of your customer's telecommunications (without
automated attendant).
2. The second stage of changes is not performed until Perfect Voice Office Pro has been fully configured
and all training is complete. This stage, often referred to as the cutover, is where you actually route and
forward calls to the automated attendant.
This section covers those tasks that should be performed in the first stage of telephone system
programming. But first, a brief list of telephone system requirements is noted.
Hardware Requirements
Following is a list of the hardware capabilities required by a telephone system to work with Perfect Voice
Office Pro:
· The telephone system must have the capacity of providing an analog port/extension for each port
of the Perfect Voice Office Pro system.
· The telephone system must have sufficient DTMF receiver channels to handle high traffic
simultaneous call transfers.
· RJ-14 telephone jacks must be installed within 2 feet of the Perfect Voice Office Pro system.
Perfect Voice Office Pro interfaces to the telephone system by plugging a 4-conductor modular
line cord into the RJ-14.
· A dedicated station or trunk port must be available for remote maintenance purposes.
Software/Programming Requirements
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Following is a list of the software capabilities required by a telephone system to work with Perfect Voice
Office Pro:
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The telephone system must have the capability of programming the analog station ports/extensions
for the Perfect Voice Office Pro system into a station hunt group.
Trunks must be able to be routed directly to the hunt group containing the Perfect Voice Office
Pro analog stations, bypassing the console or main answering position.
Calls must be able to be transferred from an analog station by means of a switch hook and/or
DTMF access code and retrieved in a busy or unanswered state by means of a switch hook and/or
DTMF access code.
The telephone system must have the ability to bypass Perfect Voice Office Pro during times when
the Perfect Voice Office Pro system is brought down for maintenance. Typical bypass capabilities
may be a selectable day/night mode that sends incoming traffic to the Perfect Voice Office Pro
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hunt group during the night mode. Traffic is sent directly to the console or other in-house
answering position when the day mode is selected.
Perfect Voice Office Pro communicates through tone digits entered from the telephone keypad. It
is necessary that both analog and digital phones, including the console, on the telephone system
provide or have access to station-to-station signaling (DTMF generation).
Automated Attendant Extensions
The automated attendant/voice messaging extensions are usually programmed into a hunt group or UCD
group. If Perfect Voice Office Pro is configured as the primary attendant, incoming trunk calls are routed
to this hunt group. If possible, either include the console station as the last member of the hunt group or
program calls to overflow to the console station. This ensures the proper handling of calls during peak and
service periods.
Automated attendant extensions should be programmed not to receive any call-waiting or camp-on tones.
Often, a Data Class of Service (for modems) is suitable for this purpose. Notify extensions also require this
if "call at desk" type of notification is used.
Automated attendant extensions require access to many DTMF receivers. A non-blocking situation is
ideal. If receivers are not already available, Perfect Voice Office Pro cannot transfer the call. By default,
the system is programmed to check for dialtone before attempting to perform a call transfer. If no DTMF
receivers are available at that time, Perfect Voice Office Pro informs the caller that all circuits are busy and
to try their call again later.
In some configurations, Perfect Voice Office Pro may perform supervised transfers. Make sure the transfer
recall time and the hold recall time (also referred to as call forward time, call coverage time, etc.) is
programmed to be greater than that configured for Perfect Voice Office Pro to pull the call back.
Outdial Notification Extension
All of the Perfect Voice Office Pro extensions are usually responsible for answering calls, transferring
calls, and recording messages. The last channel of the Perfect Voice Office Pro ports is also configured to
perform outdialing for new message notification.
Ensure that the Notify extension is configured with the appropriate outdial capabilities. Consider whether
or not notifications will be made via a long distance call. The trunk access codes required by the telephone
system for both local and long distance dialing must be entered in the Outcalling Parameters of the Perfect
Voice Office Pro. This port may also perform message lamp Notification and should be considered when
configuring the class of service for this port.
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Integration Parameters
If the telephone system supports integration, configure its parameters appropriately. If you aren't familiar
with the telephone system's integration capabilities, consult the manufacturer's documentation. If Perfect
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Voice Office Pro was ordered with the proper information on the telephone system, it is pre-configured for
the appropriate type of integration.
Bypass Mode
Every system should have a reliable method of bypassing the automated attendant. A common method for
bypassing Perfect Voice Office Pro is to program (1) a night mode on the telephone system that routes
calls to the Perfect Voice Office Pro hunt group, and (2) a day mode which routes calls to the human
attendant. This method provides your customer with a convenient method of bypassing Perfect Voice
Office Pro during periods of system maintenance. Night mode is preferred for Perfect Voice Office Pro
operation, since many telephone systems automatically come back up in night mode after an extended
power outage.

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Another method of bypassing Perfect Voice Office Pro is to program each Perfect Voice Office Pro
extension to forward all calls to the operator console. This may have to be done by plugging in a 2500 set
into each extension and executing the call forwarding code. Since call forwarding may interfere with the
function of the hunt group, this and any other method of bypassing Perfect Voice Office Pro should be
verified.

Other Modifications
Some telephone system programming tasks should be delayed until other tasks are completed. Anything
considered as part of the "final cutover" should not be performed until the training of the System
Administrator and the End Users and any necessary modifications to the Perfect Voice Office Pro
configuration are completed. This includes at least the following:
Forwarding stations to Perfect Voice Office Pro.
Routing trunk calls to Perfect Voice Office Pro.
Changing call coverage paths to Perfect Voice Office Pro.

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Section

13

13 - Install the Desktop Interface
The Desktop PC interface of Perfect Voice Office Pro simplifies the way Users handle messages. From
the desktop PC (which must be connected to the LAN), Users have access to their voice messages as
well as information about each call and contact. Although the Desktop PC interface may be
implemented with only a telephone, to take full advantage of it, the PC should be equipped with a
multimedia sound device such as a sound card, speakers, and a microphone. These devices allow the
User to listen and record messages faster and easier than with only a telephone. Perfect Voice Office
Pro is pre-configured for 5 desktop Users. More desktop Users may be added.

N O T E
The Perfect Voice Office Pro server must be installed and connected to the network
before installing the desktop software. Refer to "Setting Up the Network" earlier in
this section for more information on the network settings for the desktop client PC.
In addition, the User must be enabled as a desktop User. To enable, on the system,
select the appropriate mailbox, select the "Personal Options" tab and select "Desktop
User".

Install the Desktop Software
1. Insert Disk 1 into the CD-ROM drive. The Welcome dialog appears.
2. Click Next. The License Agreement dialog appears.
3. Select I Agree and click Next. The Choose Software dialog appears.
4. Select Client Software and click Next. The Client Software dialog appears.
5. Select the Desktop, Call Manager Forms, and Copy Client installs to network location and
then click Next.
6. The Welcome dialog appears. Click Next.
7. The License Agreement dialog appears. Select I Agree and click Next.
8. The Type of Installation dialog appears. Select New Installation and click Next.
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9. The Select Destination dialog appears. Select the destination to install to and click Next.
10. The Ready to Install dialog appears. Click Next.
11. The installation begins. When the installation is complete, the Config dialog appears. At this point
you can select the Data Access type. There are three options:
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RPC
UNC
Drive Mapping
To configure for RPC:
In the Data Access drop-down list, select RPC.
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If RPC is selected, DCom must be configured. Please see "Configuring DCOM on
the Server" for more information.

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In the Protocol drop-down list, select TCP/IP.
In the Server IP Address, enter the PVO Pro server IP address.
Select the Use SessionQ checkbox and click OK.
To configure for UNC:
In the Data Access drop-down list, select UNC.
In the Voicemail Server Name field, enter the voicemail server name.
In the Data Share Name field, enter the drive where the system files reside that you want to
share.
In the Protocol drop-down list, select TCP/IP.
In the Server IP Address field, enter the PVO Pro server IP address.
Select the Use SessionQ checkbox and click OK.
To configure for Drive Mapping:
In the Data Access drop-down list, select Drive Mapping.
In the Data Drive drop-down list, select the drive to use.
In the Voicemail Server Name field, enter the voicemail server name.
In the Protocol drop-down list, select TCP/IP.
In the Server IP Address field, enter the PVO Pro server IP address.
Select the Use SessionQ checkbox and click OK.

12. When the configuration of the Data Access type is complete, the "Installation Complete" dialog
appears. Click OK to finish.
13. The Installation Wizard begins the Call Manager Forms installation.

Installing Call Manager Forms
1. The Call Manager Forms Welcome dialog appears. Click Next.
2. The License Agreement dialog appears. Select I Agree and click Next.
3. The Features dialog appears. Select the Call Manager and Outlook Forms checkboxes and click
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4. Next.
5. The Destination Directory dialog appears. Select the destination directory to install to and click
Next.
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6. The Ready to Install dialog appears. Click Next.
7. The installation begins. The Options for Telephony Groupware dialog appears.
In the Data Access drop-down list, select RPC.
In the Voicemail Server IP Address field, enter the voicemail server IP address.
In the Voice Format drop-down list, select the voice format to use.
In the Fax Viewer field, enter your default fax viewer application.
Select the New Call Popup (Popup interface displaying caller) and Use Phone Formatting
(Formats phone number with hyphens) checkboxes.
Select the PIM Integration
o None or Goldmine If you select None or Goldmine, proceed to step 8.
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o ACT! Or Maximizer If you select ACT! Or Maximizer, select the Auto Add
Record on Not Found field if you want to add all new contacts not found in your
current contact database. Proceed to step 8.
o Outlook If you select Outlook, select the Auto Add Record on Not Found field if
you want to add all new contacts not found in your current contact database. Select
Search Public Contacts if you want to search your existing public folders for
contacts. Select Eliminate New Call Popup, if found if you want to eliminate pop
ups from Outlook. Proceed to step 8.
o Custom ActiveX--If you select Custom ActiveX, enter the ActiveX Class Name.
This is used for custom applications for caller ID. Proceed to step 8.

8. The Install VoiceFax Messaging Outlook Form dialog appears. Click OK. Press Enter three times
when the Outlook warning dialogs appear. Click OK.
9. The Choose Profile dialog appears. Leave the Profile Name as set by default and click OK.
10. The Digital Signature Not found dialog appears. Click Yes.
11. The Found New Hardware Device dialog appears.
12. The Digital Signature Not Found (unimodem) appears. Click Yes.
13. The Installation Completed dialog appears. Click Finish. The Call Manager, Outlook Forms, and
CTI Dialer installation is complete.
Caution: Following the install of Lan-LinX and Call Manager Forms, the administrator of the
machine must give users the permission to use the applications. To do this:
Setting the Desktop permission:
In the Windows Explorer, navigate to c:\Programs Files.
Right-click the folder and select Properties.
Select the Security tab, and select the Allow checkbox corresponding to the Full Control
permission.
Click Apply and then OK. The permission is now set.

Setting the Groupware Forms permission:
In the Windows Explorer, navigate to c:\Programs Files.
Right-click the InxplyrOL folder and select Properties.
Select the Security tab, and select the Allow checkbox corresponding to the Full Control
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permission.
Click Apply and then OK. The permission is now set.
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Configuring DCOM on the Server
DCOM server is a utility that is required in order for the Perfect Voice Office Pro server to connect
with the Desktop clients. If the Desktop Interface is not going to be used, it is not necessary to install
this utility.

After Perfect Voice Office Pro is installed, the installation program registers the DCOM server by
adding the following string to the registry: esnavmam.exe /RegServer

1. First, run the DCOM configuration program C:\WINNT\SYSTEM32\DCOMCNFG.EXE (for
Windows NT/2000 systems) or C:\WINDOWS\SYSTEM\DCOMCNFG.EXE (for Windows 95
and 98) by selecting Start, Run from the main Windows screen and typing DCOMCNFG.

2. If the DCOM registration was successful, the list of applications that appears will contain the
string: esnavmam.
3. Highlight the esnavmam string and select the
Default Properties tab. Ensure the following
parameters are set:
· Enable Distributed COM on this computer must
be checked;
· Enable COM Internet Services on this computer
must be checked;
· Default Authentication Level is Connect;
· Default Impersonation Level is Identify.
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· The others parameters will remain unchecked.
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4. When these values are set, select the Default Security tab.
A screen similar to this appears.
· Under the Default Access Permissions, add a new
User called Everyone (if not already added) and set
the Access Type as Allow Access.
· Under the Default Launch Permissions, add a new
User called Everyone (if not already added) and set
the Access Type as Allow Launch.

5. Under the Default Configuration Permissions, add a
new User called Everyone (if not already added) and
set the Access Type as Full Control. Then, add another
User called Interactive (if not already added) and set
the Access Type for this User as Full Control.

6. Once the User has been properly configured, select
the Default Protocols tab. In the list of DCOM
protocols, ensure that Connection-oriented
TCP/IP exists and is the first item if multiple
entries exist. If Connection-oriented TCP/IP does
not exist, click the Add button and select it. To
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make the Connection-oriented TCP/IP option the
first in the list, use the "Move Up" button as
needed.
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7. Once this is finished, return to the Applications
tab and click on the button Properties.
8. On the General tab, set Authentication Level as
Default.

9. Select the Location tab. Ensure that the option Run
application on this computer is checked, and all
other options on this tab are unchecked.

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10. Select the Security tab. On this screen, ensure
that the following options are selected:
· Use default access permissions
· Use default launch permissions
· Use custom configuration permissions

11. Select the Identity tab. Ensure that The interactive
user is selected. Click the Apply button, then the OK
button.

The DCOM server configuration is completed. Shut down
your computer and restart it. Perfect Voice Office Pro will
automatically launch upon Startup.

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14 - Testing the System
N O T E
You should test all connections and configuration before beginning the training. If
you want to do supervised calls and you encounter problems while testing, you may
need to perform call analysis. Refer to the Appendix for details on performing call
analysis.

Test

Expected Action
Place an Outside Call to:
· No-Answer Station
Hear No-Answer mailbox greeting

· Busy Station*
Hear Busy mailbox greeting

· DND Station
Hear Busy mailbox greeting

· Screening Station answered*
Hear Screening dialog

· Screening Station busy*
Hear Screening dialog

· Screening Station No-Answer*
Hear Screening dialog

· Hang-up during Company greeting
Disconnect

· Hang-up during transfer to Operator
Disconnect

· Hang-up during No-Answer Greeting
Disconnect

Place an Inside Call to:
· No-Answer Station
Hear No-Answer mailbox greeting

· Busy Station*
Hear Busy mailbox greeting

· DND Station
Hear Busy mailbox greeting

Check Screen Pops for:
· Outside Call

· New Message

Check Message Lamps
· New Message
Lamp on

· No New Messages
Lamp off

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*if applicable
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15 - Training
System Administrator Training
The System Administrator is the primary on-site contact. It is very important to ensure that this person
feels comfortable with both the administration of the system and its usage. Users will look to the System
Administrator as the person who knows the system's features and capabilities. Lack of a well trained,
confident System Administrator will result in overdependence upon the technical personnel of the
installing dealer to perform system administrative tasks. The best method for training the Administrator is
to involve the person during the configuration of the system. This helps with familiarization of the
interface as well as lending assistance in determining certain system parameters. Every menu and
submenu of the Perfect Voice Office Pro interface should be explained and the Administrator should feel
comfortable with at least the following tasks:
Record system prompts and company greetings
Add a new User to the system
Record audiotext announcements
Adding holidays
Generate reports

User Training
The User is the most important person on every site. An untrained User community results in
dissatisfaction and frustration with the system. This, in turn, can lead to serious problems in getting the
system accepted politically. Since acceptance of the system, especially in the early stages of usage, is
critical to its success. Proper training is, in many ways, just as important as the technical aspects of the
installation.
During User training, the system should be fully functional, but not "on line" to outside callers. User
training sessions should be scheduled to include a step by step instruction on the features of the system
using the Quick Reference Cards as a guideline. Users should be encouraged to make copies of the card
for their home and desk area and to carry the card with them at all times. Ideally, the Users should be
given a day or two after their training sessions to familiarize themselves with the features before final cut
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over. This time may be used to send messages to each other, record personal greetings, etc. Although the
tutorial takes most Users through the process of activating their message box, all Users should be able to
perform at least the following tasks in order to benefit from the system:
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Select a personal greeting
Record a personal greeting
Listen to messages
Delete messages
Send a message to another User
Forward a message to another User

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Console Operator Training
The console operator plays a crucial role in many telecommunications environments. The console
operator should be comfortable with at least the following tasks:
Transfer a caller to Perfect Voice Office Pro (main greeting)
Transfer a caller to a User's mailbox
Quickly leave a message for a User if a caller does not want to use the system
Explain the basic operation of the system to a caller (i.e., "....enter the person's extension...")

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16 - Final Cutover
After Perfect Voice Office Pro and the telephone system are configured, any necessary modifications to the
configuration have been completed and the System Administrator and Users have been fully trained, the
final cutover can be performed.
Whether the system will be used as a primary, secondary or overflow attendant, CO lines may now be
routed to Perfect Voice Office Pro. Users' extensions may now be forwarded to the Perfect Voice Office
Pro.
Close contact needs to be kept with the site during this crucial period so that anything that was overlooked
during the installation can be quickly taken care of. The console operator and the System Administrator
are especially good sources of information during this period about how the system is functioning and how
well it is being accepted the Users and the caller community.

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17 - Teleco Technical Support
Teleco is committed to providing you with the best support in the industry. Every authorized dealer is
entitled to free technical support. For assistance, call between 8:30 A.M. and 8:30 P.M. Eastern Time,
Monday through Friday (Technical Support is unavailable from 12:30-1:30 PM Eastern Time on these
days.). Extended pager service is available for emergencies only from 8:30 A.M. until 8:30 PM Eastern
Time on Saturday and Sunday. In either case, a Technical Support Engineer is available during these time
periods to assist with any problems.
The assistance provided by Teleco Technical Support is significantly enhanced when you participate in the
troubleshooting process. In some cases, Teleco Technical Support will not be able to provide any help
without on-site assistance. Unless you are specifically told otherwise, do not expect Teleco Technical
Support to take care of the problem without your participation.
Before Calling Technical Support
Before calling Teleco Technical Support, ensure the following:
Make sure the problem that is being reported can be reproduced.
If the problem is intermittent, try to determine if the problem is traffic or port related.
Make sure all cable connections are secure.
To expedite a solution to the problem, gather the following information about the site:
Perfect Voice Office Pro version number
The number of ports.
Telephone system manufacturer, model and software version.
Original installation date of system.
Any recent changes to the telephone system or the Perfect Voice Office Pro system.
Procedure for accessing the modem (i.e. telephone system extension number, mailbox number,
etc.)
Extension numbers of the Perfect Voice Office Pro ports
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If you are an authorized dealer, technical support on Perfect Voice Office Pro and other voice processing
products may be obtained by calling 1-800-755-1552. As a certified technician, you will have been
furnished with a dealer code and a personal PIN to access the tech support department queue. Support for
other Teleco products can be obtained by calling 864-297-4401 (fax: 864-297-9983). Please note that
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systems with no modem access are subject to a denial of support services.
If you are not an authorized dealer, or if you do not meet the minimum requirements for free technical
support, you may purchase a block of support time. Call 864-297-4401, and select extension 280 for
pricing and terms.

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CHAPTER 3
Database

Configuration

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Database Configuration

1

Section

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1 - Introduction To System
Administration
What is Perfect Voice Office Pro?
Perfect Voice Office Pro is a voice processing system that functions with the telephone system to
enhance the organization's overall telecommunications environment. Perfect Voice Office Pro is a
unified messaging solution. System Administrative functions may also be performed via touchtones
on the telephone keypad or mouse clicks on the Windows interface from the Perfect Voice Office
Pro server.
Before You Begin
The System Administrator plays a key role in the everyday operation of Perfect Voice Office Pro. It
is important that the System Administrator understand at least the basics of how Perfect Voice Office
Pro operates. The System Administrator should be familiar with all features available to Users and
completely understand the User Guide before covering the material in this manual.
Basic System Maintenance
As mentioned above, the System Administrator performs a key role in the operation of Perfect Voice.
Following are some examples of the basic duties as a System Administrator.
Add a new User to the Perfect Voice Office Pro system.
Record an audiotext announcement.
Generate reports showing basic system information such as call counts, port usage, message
counts, available messaging space, etc.
Understand how to record the system greetings.
Questions and Answers
The System Administrator is responsible for answering questions from Users and having a working
knowledge of how the system operates. The System Administrator also helps new or inexperienced
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Users become accustomed to using the system. Answers can be found in a variety of sources,
including at least the following:
Perfect Voice Office Pro Installation and Maintenance manual
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The End User Guide
Contact with the vendor's technical personnel
Personal experience with the system

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Problem Reporting
In the event that a User or caller reports a problem with the system, the System Administrator and/or
the vendor's technical personnel work to determine the cause of, and solution to the problem. The
cause of a problem may be one or more of the following:
User error
Insufficient training
Incorrect system configuration
Faulty hardware
Faulty software
The System Administrator plays a central role in separating those issues that can be addressed within
the organization (i.e. training, User error, etc.) and those issues that need to be addressed by the
vendor's technical personnel. A complete description of the situation is vital in determining the
problem and the solution. Information should be gathered as to when the situation occurred, who
was involved (caller and/or User), what occurred and how the system was being used at the time.
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Section

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2 - Steps for First-Time System
Configuration
Referring to the worksheets that you completed in the Installation section, follow the steps below to
configure the Perfect Voice Office Pro system.

Define the Company
1. Define the Company or
Create the Company or Companies and assign the appropriate
Companies.
Operator and Greetings. Set up the Business Hours, Single

Digit Options, and Multilingual options, if any.

2. Set up the Classes of Service.
Set Up the Classes of Service

Set up the necessary Classes of Service. Remember to

accommodate phantom mailboxes, multilingual users, the
operator, and special departmental considerations.

3. Add the mailboxes.

Add the Mailboxes.

Enter the first name and last name for every mailbox.
See Section 7 Mailbox

4. Create the Voice Menus.
Create the Voice Menus.

Based upon requirements, define any Voice Menus, schedules,
See Section 10 Voice Menus
special greetings, or Call Routing that is required.

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5. Record Greetings, Verify Call
Routing, and Test the system.
Recording, Verifying, Testing
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Record Company Greetings and get Users to record their own
mailbox greetings. Verify that calls are being routed to the
appropriate locations, and test that the Voice Mail system
performs as required.

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3 - The Main Menu
When the Perfect Voice Office Pro system starts for the first time, the Main Menu appears. This
screen shows basic system information as well as user-friendly buttons allowing access to mailboxes
(Mailbox), Classes of Service (Classes), company (Company), audiotext menus (Voice Menu), and
system parameters (Parameters).

The system date is displayed.

The current time is
Verify that this is the correct date.
displayed.
To change the system date, refer to

Commands option under the

System drop-down menu.

Mailbox Allows viewing, creating, and editing of mailboxes. See Section 7.
Classes Allows viewing, creating, and editing of Classes of Service. See Section 6.
Company Allows viewing, creating, and editing of Companies. See Section 5.
Voice Menu Allows viewing, creating, and editing of Voice Menus. See Section 10.
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Parameters Allows viewing and editing of system parameters. See Installation section of this
manual.

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4 - Logging On/Off and Shutting Down
Perfect Voice Office Pro
Logging on to Perfect Voice Office Pro:
When you first begin the Perfect Voice Office Pro system,
you will not have access to any of Perfect Voice Office
Pro's other screens. To make any modifications to the
Perfect Voice Office Pro system, you must log on to the
system with the System Administrator's password.
To Log on:
From the Main Menu, Select "File", select "Log
on" (You may also press the F11 key)
Enter your password

The default password for the System Administrator is 9999. The Installer should have changed the
password. The System Administrator level allows routine maintenance to the system. It does not
allow access to the system parameters screen.

Logging off of Perfect Voice Office Pro
When you log off of the Perfect Voice Office Pro system, the first level of security is restored. This
ensures that no unauthorized changes can be made to the system.
To Log off:
From the Main Menu, Select "File", select "Log off" (You may also press the F12 key)

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Shutting Down Perfect Voice Office Pro
From the Main Menu, Select "File", select "Shutdown" or select "System - Commands" and
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click "Shutdown". The screen below appears. You may shut down immediately (Exit Now)
or wait until no ports are active (Wait for end of Activity). Choosing to wait makes idle
voice mail ports unavailable and prevents the system from cutting off callers.

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5 - Company
The Company screen allows single or multiple companies with multiple configurations to be set up
on a single Perfect Voice Office Pro system.

N O T E
At least one company must be entered for the Perfect Voice Office Pro system to
function properly.

To Access Company:
From the Main Menu, select the Company button. The Company screen is displayed.

This option allows the
system to answer using
special holiday
greetings. See
"Holidays" later in this
section for more
This option allows the
system to answer calls
in up to nine different
languages. Refer to
"Multi-Lingual" later in
this section for more
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information.
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These tabs allow you
to specify how the
system handles
incoming calls, set
company business
hours, designate single
digit options, and set
up company greetings

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Company
For the Perfect Voice Office Pro system to function properly, you must enter at least one company.
The day and night operator fields must also be set up to activate the auto attendant.
Name
Enter the company name. This name is used to associate Users to a particular company when there
are two or more companies sharing the same Perfect Voice Office Pro system. If Perfect Voice Office
Pro is configured for only one company, this field will not affect any function of the system.
However, if the system is configured for more than one company, the company name must be
entered in the mailbox screen exactly as it is entered here. Misspellings result in unreliable
operation. The system uses the first 8 characters of this field.
Phone #
Enter the company telephone number. Hyphens and brackets are acceptable. This field is not used by
the system, so it may be left blank.
Day Operator
Enter the mailbox number of the Day Operator (Receptionist). This allows callers to transfer to this
extension when they press zero (0) to speak to an operator. The number that is entered here MUST
be a valid mailbox number. The Perfect Voice Office Pro system uses the mailbox number to retrieve
the extension number to dial.
Night Operator
Enter the mailbox number of the Night operator, if there is one. If there is no night operator, enter the
mailbox number of the day operator. This transfers callers to the Day Operator's mailbox when the
Day Operator is Logged Out. The number that is entered here MUST be a valid mailbox number.
The Perfect Voice Office Pro system uses the mailbox number to retrieve the extension number to
dial.
Number of Languages
This field specifies the number of languages installed on your particular Perfect Voice Office Pro
system. Perfect Voice Office Pro may operate with up to nine (9) different languages. A value must
be entered here if your system has more than one language. If your system has only one language,
you must leave this field blank.
N O T E
Perfect Voice Office Pro comes with English as the default language. All other
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language modules must be purchased and installed separately. Please contact a
Teleco dealer for information about obtaining additional language modules.

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Fax Extension
The company fax machine no longer requires its own dedicated line. Enter the fax machine
extension number to which your fax machine is connected. When an automatic or polling fax call
reaches the main company greeting, the Perfect Voice Office Pro system identifies the incoming fax
tone and transfers the call to this fax extension.
N O T E
A mailbox MUST be created with the same mailbox number as the fax extension.
The extension must be entered in both the Extension field on the Mailbox screen
and the Fax Extension field on the Company screen.

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Company: Holidays
The Holidays parameter is a flexible feature that allows you to specify holidays so that an
appropriate greeting can be played on that day. You may enter as many holiday dates as you need.
Click on the Holidays button on the Company screen. The below screen appears.

N O T E
When the Company starts with a Voice Menu, the Holidays will only take effect if
the Prompt field says Company. This tells the Voice Menu to use the Prompt field
defined on the Greetings tab of the Company screen, and to check if the current
day is a holiday.

Adding a Holiday
To add a holiday, click on the Add button on the Holiday Greeting screen. The below Calendar
screen appears.
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Specify the date of the holiday and the greeting number associated with it. Choose the appropriate
prompt that corresponds to the holiday in question.
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N O T E
You may record a new prompt for each holiday you add to reflect the appropriate
holiday's greeting or record a generic holiday message that may be used for all
holidays. To record these greetings refer to "Recording System Prompts and
Company Greetings".

Company: Multi-Lingual
You may have a single Perfect Voice Office Pro system operating with up to nine (9) different
languages that callers may choose from.
To set up a multilingual environment:
Enter the number of languages in the "Number of Languages" field on the Company screen.
Click the Multi-Lingual button on the Company screen. The below screen appears.

From the drop down list, select the types of languages. There are many language modules to
choose from. Please contact your dealer for more information on the language modules.

Language
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For each additional language module that your Perfect Voice Office Pro uses, select the appropriate
language choice on the multi-lingual screen as shown above. This identifies which languages are
available on the system.
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Prompt
The prompt number is a three-digit number between 001 and 999. Please note that these prompt
numbers are the same as your Company Greetings. Please be sure not to use the same
numbers. To record these prompts, please refer to "Recording System Prompts and Company
Greetings".
Operator
This field allows you to specify an operator for this language. It overrides the default operator.

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Multi-Lingual Considerations
Perfect Voice Office Pro functions differently when it is configured to operate in the multi-lingual mode.
It is important to understand how the Perfect Voice Office Pro system answers calls in standard mode and
in multi-lingual mode. Initially, all calls are handled the same way. When a call comes into the PBX, it
is routed to a hunt group (or some sort of call routing group that rings one of the free Perfect Voice Office
Pro ports). When the port starts ringing, Perfect Voice Office Pro begins to count the rings. Depending
on whether or not the company is in open or closed mode, the system looks at the appropriate incoming
rings.
When the specified number of rings has been reached, the Perfect Voice Office Pro system goes off hook.
It waits 0.5 seconds and then begins listening for inband signals for one full second (these values are the
default settings that may be modified). The inband signal that the system is reading at this time is the
C.O. Line identification (if available). The C.O. identification can be used to identify calls to different
companies configured on the system. See Line Answering later in this section for more details about
Multi-Company (Tenanting). Approximately 1.5 seconds after going off-hook, the system plays the Main
Company Greeting. At this time, the Perfect Voice Office Pro system begins to act differently depending
on whether it is in the Standard mode or the Multi-Lingual mode.
Standard Mode:
When only one language is being used (Standard) the appropriate Greeting plays (Morning,
Afternoon, Evening, or Closed) during which time callers may dial extension numbers, select
Single digit options, press # to access mailbox options, press * o access the company
directory, or # * to access the System Administrator menu. If the caller does nothing,
the system transfers the caller to the Day or Night Operator two seconds after the main company
greeting ends.

Multi-Lingual Mode:
When Perfect Voice Office Pro is configured to operate in Multi-Lingual mode, it operates the
same as standard mode until it begins to play the main company greeting. At this point, the
Morning, Afternoon, Evening, and Closed Greeting are no longer used to offer options to the
callers. The Perfect Voice Office Pro system requires the caller to select a language in order to
continue. These language greetings should welcome the caller and ask them to select the language
that they would like to be served with. The Perfect Voice Office Pro system then waits for the
caller to make a selection.

No Single digit options are available to the caller at this time. The caller may, however, dial a
desired extension number but he or she will be served in the default language (English by
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default). Once the caller selects a language, the Multi-Lingual greeting is then played.

The Multi-Lingual Greeting that plays is the prompt programmed on the Language screen. The
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Multi-Lingual greeting offers the caller all of the options that would be given to a caller in
Standard mode.

If a caller selects a language other than the default language, the call progress for this caller is
supervised to ensure that in the event that the caller is transferred back to the main greeting, the
Perfect Voice Office Pro system continues to play options in the language chosen by the caller.
All calls that are transferred using the default language will use the supervision specified in the
Class of Service.
The number specified in the "Number of Languages" field controls the number of fields provided
to you on the Multi-lingual screen. Select only the languages that have already been installed. If
these language modules have not been installed, nothing plays.
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Company: Incoming Status Tab
The Incoming Status Tab specifies how the Perfect Voice Office Pro system handles incoming calls.

Rings
Open
This parameter specifies the number of rings before the Automated Attendant answers a call during
the open office hours. A value of one (1) intercepts calls quickly.
Closed
This parameter specifies the number of rings before the Automated Attendant answers a call during
the closed office hours. A value of one (1) intercepts calls quickly.
Line Answering
"Line Answering" parameters define how the telephone system and the voice mail / auto attendant
system ports are utilized. If Perfect Voice Office Pro is set up for only one company, follow the
outline for a single company. For multiple companies, follow the outline for multiple companies.
CO Lines
This field specifies the number of CO lines dedicated to the particular company.
Single Company Configuration: When there is only one company, there is no need to dedicate any
C.O. lines. This field should be left blank.
Multiple Company Configuration: When more than one company is sharing the same telephone
system, it is possible to set up the system with "Floating Ports". This means that both companies
share the same Inbound Ports. However, the C.O. Lines used by each company must be identified so
that the Perfect Voice Office Pro system knows which company greeting to play. For example, if you
have two companies using a four port system and each company has two incoming C.O. Lines,
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dedicate C.O. Lines one (1) and two (2) for Company A, and dedicate C.O. Lines three (3) and four
(4) for Company B. Both companies will use Inbound Ports one (1) to four (4).
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N O T E
If your telephone system does not have CO Line identification, you may simulate
CO line identification. Set up the CO lines to ring into real extensions that are
programmed to forward all calls to Perfect Voice Office Pro. On the "Inband
Parameters" screen, enter the inband that you would normally receive from a
forwarded extension into the Parameter 190 "CO Call Code". On the Company
screen, enter the extension number of this forwarded extension in the C.O. Lines
field.
For example, Extension 123 is to be used to identify a call for company A. The
code sent by the telephone to Perfect Voice Office Pro is 99E. In parameter 190,
enter 99E. On the Company screen, in the C.O. Lines field, enter From: 123 and
To: 123.
IMPORTANT: Companies must be listed sequentially according to C.O. Line
Number whenever multitenanting based on C.O. Line Number is used.

NOTE: If your telephone system does not have CO line identification,
and you do not simulate it properly, all calls will default to the settings
in the LAST COMPANY in your company list.

Inbound Ports
This field identifies the number of ports the system uses to receive incoming calls.
All Company Configurations: Enter the number of ports that the system uses to receive incoming
calls in this field. For example, if you have a four port system, enter one (1) and four (4) in the From
and To fields respectively.
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Alternate Method of Multiple Company Configuration
Many telephone systems do not provide C.O Line identification; however, it is still possible to configure
the system with multiple companies by assigning a specific voice port to a particular company. All calls
received by this port will be answered by that particular company's greeting.
NOTE: This method dedicates your voice ports directly to each company. The number of possible
companies is limited to the number of voice cards that fit in the system.

Special Considerations:
When using this method, the system must be able to access at least one voice port to perform several tasks.
The most common of these tasks is Message Waiting Indication. When a message is received or retrieved,
an inband code is sent to the telephone system that activates/deactivates an extension's message waiting
indicator.
It is best to dedicate the last port for all notification functions. Do NOT assign this port to a company.

Port Assignment:
You must assign the port numbers for each company to answer. For example, if you have three companies
sharing a 4 port system, you should dedicate port one to company A, port two to company B, and port three
to company C. Port four should be dedicated to Message Notification.

To assign these values on company A, enter 1 in the `To" and "From" fields. For company B, enter 2 in the
same fields, and enter 3 for the company C.

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Company: Business Hours Tab

This designates your company's office hours. These business hours are used in conjunction with the
Greeting Times to play the appropriate greeting. To select the desired business hours, use the
<TAB> key and move the cursor to the intended box or click on the desired box. The time must be in
military format (i.e. - 5:00 PM is 1700 hours). Input the four (4) digit start and stop time for each
day of the week to indicate your regular business hours. Leave the field blank if the office is closed.
For example, suppose the normal business hours are 8:30 AM to 5:30 PM, Monday through Friday.
You would enter Monday (From): 0830 (To): 1730. To enter the same times for the rest of the
week, press [Tab] down through Tuesday, Wednesday, Thursday, and Friday. The information you
entered for Monday is automatically entered for those days. Leave the From and To fields for
Saturday and Sunday blank. When these fields are left blank, the system remains in closed mode
(which was the last event on Friday) until the next scheduled event (open mode) occurs on Monday
morning.

Company: Single Digit Options Tab

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"Single digit options" is used in conjunction with the company greetings to allow callers to transfer
to a desired department or individual by dialing only a single digit (1 through 9). For example, the
company greeting might say, "Good morning, you have reached ABC company...for the sales
department press one (1)...for technical support press two (2)." In the single digit option field, enter
the appropriate mailbox number. If the sales department is Mailbox 101 and technical support is
102, you would enter 101 in single digit number one (1) and enter 102 in single digit number two (2)
and so on. If you do not wish to use this function, leave these fields blank.

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Below are the special values that may be entered in the single digit options fields to offer additional
options to callers. NOTE: Some telephone systems may have predefined features programmed to the
# and * keys.

*
The asterisk may be entered in any of the nine single digit options fields to allow
access to Directory Assistance. By default, the directory may be accessed by
pressing the asterisk during the main company greeting. For example, if the
asterisk is entered in single digit options field 9, a caller may then access the
directory by dialing 9 from the main greeting.

#E# "#E#" may be entered in any of the nine single digit options fields to allow
callers to be transferred directly to the personal greeting of any mailbox. By
default, when a caller reaches the main company greeting and presses: # an
extension number #, he or she is transferred directly to the personal greeting of
that User's mailbox. For example, if #E# is entered in single digit options field
7, a User may transfer directly to a mailbox greeting by entering <7> + the
extension number.

FAX "FAX" may be entered in any of the nine single digit options fields to allow
callers to send a fax to a User. The caller will be prompted to enter the extension
of the person to send the fax to. (The system must be configured for fax mail.)

NOTE: Please ensure that the Single digit number that you assign to these special keys is
NOT the same as the first digit of any mailbox. This exception is only for these special key
assignments.

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Company: Greetings Tab

The Greetings Tab is very important. It is responsible for playing your company greetings. Two
steps are required to set up the greetings.
1. The company greetings must be recorded. Refer to "Performing System Administration with
the Telephone Keypad" for details. You may record the company greetings after you
complete the settings on this screen.
2. Enter the prompt number of each system salutation for each time of day. If you recorded
your morning prompt: "Good morning, you have reached ABC company..." as prompt
number 001, this prompt number must be entered in the Morning field. Enter the correct
prompt number for each time of day (Morning, Afternoon, Evening, and Closed).

N O T E
The Morning Greeting plays from midnight until noon, the Afternoon Greeting
plays from noon until six (6) PM, and the Evening Greeting plays from six (6) PM
until midnight. The Closed Greeting plays whenever the Business Hours indicate
that the company is closed. Also note, if your company is only open until five (5)
PM, the Evening Greeting is never played.
To change the Evening Greeting time, you must edit the PERFECT.INI file.

Start With Voice Menu
This field specifies the voice menu to be played instead of the company greeting. When there are
multiple companies, each company will have its own voice menu, so enter the voice menu dedicated
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to the company chosen. If multiple schedules are required, refer to "Creating Menu Schedules" later
in this section.
N O T E
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Single digit options do not apply when a voice menu is active. If a voice menu is
specified, it overrides the single digit options.

IMPORTANT: You may only specify a prompt number or a voice menu. Do not enter both
for the same field.
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Section

6
6 - Mailbox Classes of Service
A Class of Service defines features and functions for mailboxes assigned to a specific Class of
Service. Features include recording limits, message expiration, notification, transfer supervision,
transfer options, and mailbox options.
To Access:
From the Main Menu, select Classes
You may view, add, delete, or edit Classes of Service. The system may have been shipped
with some Classes of Service already set up. Click the First, Prev, Next, and Last buttons to
view Classes of Service.
Select the options you wish to activate for this Class of Service. Always click the "Save"
button before exiting any screen.

IMPORTANT: When you delete a Class of Service, the mailboxes associated with it are re-
assigned to Class of Service 1.

N O T E
Once the features have been selected in the Class of Service, Users have the option
to enable or disable many of these features. These include Call Screening, Call
Queuing, Call Blocking, Pre-Transfer Paging, Post-Transfer Paging,
Login/Logout, Call Forwarding, Notification, and Message Forwarding. These
settings may be changed by the User when he or she calls into their mailbox and
accesses the "Options" menu. The System Administrator may activate features for
individual Users and not allow them to disable these features. To do this, enable
the feature on the User's status screen but disable the feature in the Class of
Service.

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Class of Service: Storage Field Descriptions
This section of the Mailbox Class of Service screen assigns storage limitations for each User
associated with this Class of Service. For example, the System Administrator may limit the number
of new and saved messages allowed, the length of a message, and the number of days a message can
be saved for a given mailbox.

Max Messages
This field specifies the maximum number of messages (including new, saved, and messages deleted
that day) that is allowed for the mailboxes associated with this Class of Service. The maximum
messages value should be based on the needs of the User(s). It is a good idea to allow more than
enough message storage space for each User to ensure that no messages get lost because a mailbox is
too full.
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N O T E
Every ten megabytes of hard drive space is equal to one hour of voice message
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storage.

Max. Msg Length
This field determines the length of time that a caller is allowed to record a voice message. This
number is specified in seconds. This value should be set higher than the anticipated message length
to ensure that callers are not disconnected in the middle of their messages.
Max Greeting Length
This field specifies the maximum number of seconds that a mailbox greeting may be. Typically the
default (180 seconds) is sufficient for most applications but if there is a mailbox that provides
lengthy information to callers, this time may need to be increased.
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Days to Save New Messages
This field specifies the number of days to save new messages. Messages that have not been tagged
by the User as "Saved" remain on the system for the period of time specified in this field.
Days to Save Old Messages
This field specifies the number of days to save old messages. Messages that have been tagged by the
User as "Saved" remain on the system for the period of time specified in this field.
Class of Service: Notification Field Descriptions
This section of the Mailbox Class of Service screen dictates what notification features are allowed
for this Class of Service. They include turning on message-waiting lights, allowing beeper
notification, allowing telephone notification, and limiting access to toll lines for long-distance
notification.
Message Lights
This field activates or deactivates message lights or LCD screens after a message has been sent to a
mailbox. Activate this feature for message waiting lights.
N O T E
If you have some telephone sets that provide for message waiting lights and some
that do not, make sure that separate Classes of Service are assigned for each type
of set. Deactivate this field for the Class of Service that does not support message-
waiting lights.
If you have any mailboxes that do not have a corresponding telephone extension
(i.e., phantom mailboxes that are used for voice menus, guest mailboxes, etc.) do
not enable this feature because there are not message lights to activate.

Light On Code
This field contains the code used to activate the message waiting lights on the telephone set. If this
field is left blank (default), the Perfect Voice Office Pro system uses the code contained in the
system parameters to activate message waiting lights.
Light Off Code
This field contains the code used to deactivate the message waiting lights on the telephone set. If
this field is left blank (default), the Perfect Voice Office Pro system uses the code contained in the
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system parameters to activate message waiting lights.
Beeper
Activate this feature to allow the Perfect Voice Office Pro system to notify a User via beeper, voice
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pager, or alphanumeric pager when a message is recorded in the User's mailbox. For more
information about beeper notification, please refer to "Mailbox: Notification-Set up Outcalling
Options for a User".
Outcall
If this field is activated, the Perfect Voice Office Pro system notifies a User at a specified telephone
number when a message is recorded in the User's mailbox. If the telephone number is long distance,
then the "Long Distance" box must also be checked to allow long distance dialing.
Long Distance
When this box is activated, the Perfect Voice Office Pro system allows long distance telephone
numbers to be dialed for notification.

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Class of Service: Transfer Supervision Field Descriptions
This section of the Mailbox Class of Service screen dictates how calls are transferred. Only one
transfer option may be selected for each Class of Service.

None
When "None" is activated, the system transfers calls to extensions without supervising the call (blind
transfer). In this case, a caller being transferred to an extension is placed on hold while the Perfect
Voice Office Pro system dials the desired extension. The caller is then released to the telephone
system. From this point, the telephone system controls the call. Calls are forwarded to Perfect Voice
Office Pro only if the telephone system has the capability to forward calls on a Busy or a No-Answer
condition. If a user activates a feature that requires supervision, such as screening, the system
automatically switches to a Busy/No-Answer supervision for that user only.
Busy
When "Busy" is activated, the Perfect Voice Office Pro system supervises the call while the caller is
being transferred to the extension. If the extension is busy, the system detects the busy tone and the
caller is instructed to leave a voice message. However, if the extension is not busy and a ring signal
is heard, the caller is released to the telephone system. From this point, the telephone system
controls the call. Calls are forwarded to Perfect Voice Office Pro only if the telephone system has
the capability to forward calls on a No-Answer condition.
Busy/NA
When "Busy/NA" is activated, the Perfect Voice Office Pro system supervises the transfer of calls to
the desired extension. Perfect Voice Office Pro checks for both the busy and the no answer
conditions and informs the caller of the options available to them when either situation arises. Using
this type of transfer supervision makes the Perfect Voice Office Pro system less efficient because the
port being used is not able to receive any additional calls while Perfect Voice Office Pro is
supervising the call.
Language
When the Perfect Voice Office Pro system is configured with more than one language, the system
must remember what language a caller has selected during various types of transfers. In order for
Perfect Voice Office Pro to remember, it must be configured to supervise for language. This type of
transfer supervision is similar to the Busy/No-Answer supervision in that the port being supervised is
not able to receive any additional calls while Perfect Voice Office Pro is supervising the call.
Class of Service: Transfer Options Field Descriptions
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This section of the Mailbox Class of Service screen dictates what transfer options are allowed for
each mailbox Class of Service. To make selections, click in the appropriate box to [X] activate or [ ]
deactivate the option.
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Call Screening
If this feature is activated, the Perfect Voice Office Pro system instructs callers who wish to transfer
to an extension to state their name at the tone. Before the call is transferred, the User hears the
caller's name followed by the system prompt: "To accept the call press 1 , to send the call to
another extension, press 2 ; to send the caller to your mailbox, press # ." If the User rejects
the call, the caller hears a no-answer message and is given the choice of trying another extension,
leaving a voice mail message, or dialing the operator's extension. If the User redirects the call, he or
she presses 2 and the destination extension number, then hangs up to transfer the call.
Call Forwarding
This feature allows a User to have all calls redirected to another extension. If the call is not
answered by the forwarding extension, it is forwarded back to the original User's mailbox. If this
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feature is activated, the mailbox number of the User to have calls forwarded to should be entered in
the "Forwarding To" field of the Mailbox Status screen.
Class of Service: Transfer Options Field Descriptions

Call Blocking
If this feature is activated, callers are forwarded directly into a mailbox without ringing the
extension. It is only available when calls are transferred from the auto attendant.
Busy Hold
When an extension is busy and the "Busy Hold" option is activated, callers are given the option to
hold for the extension, leave a message for that extension, or to try another extension. While on
hold, callers may leave a voice message by pressing *.
N O T E
This feature is only available on telephone systems that provide a busy tone. Most
telephone sets with multiple extension appearances do not produce a busy tone.

Call Queuing
If this feature is activated, incoming calls are placed in a queue if an extension is busy. Callers are
informed of their position in the hold queue and given opportunities to either continue to hold or
leave a voice message.
N O T E
This feature is only available on telephone systems that provide a busy tone. Most
multiple telephone sets do not produce a busy tone.

Forced Messaging
This feature prompts the caller to press any key to leave a message. The mailbox does not
automatically begin recording after the greeting. When a mailbox is associated with a Class of
Service with this feature activated, the caller hears the User's personal greeting and is then prompted
to press 5 to leave a message. This forces the caller to press a digit in order to leave a message.
When this feature is activated, it should help to eliminate short blank messages.
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Pre-Paging
If "Pre-Paging" is activated, a User is paged before the call is transferred. When a caller requests an
extension, the caller is put on hold and the Perfect Voice Office Pro system pages the User. The
system waits for a definable period of time (default is 5 seconds) and transfers the caller to the
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desired extension.
Post Paging
If "Post-Paging" is activated, the User is paged after call transfer. When a caller transfers to an
extension that is busy or is not answered the caller is forwarded to the User's mailbox. In the User's
personal greeting, he or she can offer callers the predefined option to page them over the telephone
intercom system (i.e. "To page me press 4"). Callers are only informed of the paging feature in the
User's personal greeting. The system does not have a pre-recorded prompt.
Get Caller ID
When this is activated, the User receives a call control pop-up screen when he or she receives an
incoming call.

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Local Area Paging
If "Local Area Paging" is activated, it allows the User to implement local area paging. If a caller
chooses to activate the User's pager, the User may pick up the incoming call from any telephone.
Paging Code
The paging code is only entered in this field if either "Pre-Paging" or "Post Paging" has been
activated for this Class of Service. You may designate different paging zones for different Classes of
Service.
Rings
When using Transfer Supervision option "Busy/NA", this is the ring count before forwarding the
caller to the mailbox. Note that the telephone system overrides all systems. If the telephone system
is set up to forward calls after 4 rings, the Rings field must be less than the telephone system value
for proper operation.
Class of Service: Mailbox Options Field Descriptions
This section of the Mailbox Class of Service screen lists what options the mailboxes in this Class of
Service receive. To make selections, click in the appropriate box to [X] activate or [ ] deactivate the
option.

Distribution List
This option allows Users to send the same message to multiple mailboxes.
Directory
Directory access allows Users to be listed in directory assistance. The dial by name directory is set
up in alphabetic order with respect to the User's last name. Callers may listen to the company
directory when they reach the auto attendant by pressing the * key. If any particular User does not
wish to be listed in the directory, another Class of Service may be set up with this feature
deactivated.
N O T E
All mailboxes are automatically entered into the complete company directory. To
remove a name from the complete company directory, inform the User that they
must delete the name prompt recorded in their own mailbox. Remember that if the
name prompt is blank or deleted, any other options that use the name recording
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will be affected (paging, distribution lists, forward, etc.)

Confirmation
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This option allows you to review the date and time a message was received and the date and time the
recipient listened to the message (for internal Users only).
Auto Login/Logout
When either "Auto Login" or "Auto Logout" is activated, a four-digit field appears. Enter the time in
military format in the four-digit field. For example, if a group of Users always leaves the office at a
certain time, activate "Auto Logout" and specify the time. Callers hear the "Gone Home" greeting
of these Users at the specified time each day.
Un-Erase Messages
Erased messages may be recovered any time on the same day that they are erased. All erased
messages are permanently deleted during the nightly cleanup of the message database. To un-erase
messages(during the same day that they were erased), the User must access the Perfect Voice Office
Pro menu and press 6
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Login / Logout
All mailboxes may exist in one of two states: "Logged In" which is when the User is in the office
and "Logged Out" which is when the User has left the office for the day. When this field is activated,
Users have the option to either log in or log out. When this feature is deactivated, the mailbox
remains in either a Logged In or a Logged Out state.
Shared Mailbox
This feature changes the way a caller uses Auto Station Login. When this feature is activated and the
User performs an Auto Station Login (i.e. presses a key for message retrieval), Perfect Voice Office
Pro prompts for the mailbox number. If this field were not activated, the system would accept the
inband extension number as the mailbox number and ask the User to enter their password. This
feature allows Installers to set-up scenarios with more than one mailbox associated to one extension
number. It can also make it easier for the receptionist to transfer callers directly into Users'
mailboxes.
Confirm Delete
When this is activated, Users are prompted to press 9 to confirm deletion of a message. This helps to
prevent accidental deletion of important messages.
N O T E
If "Un-Erase Messages" is activated, any message that is erased may be un-erased
during the same day. You should only have "Confirm Delete" or "Un-Erase
Messages" activated for all Users. Both are not necessary.
Class of Service: Mailbox Options Field Descriptions

Administrator
If the mailbox User is a System Administrator, this field must be checked. A System Administrator
has access to many functions, including the ability to create, edit, and delete mailboxes, and to record
system and personal prompts. When this feature is active, Users associated with this Class of Service
may access the System Administrator menu by logging into their mailbox and pressing *.
Record Conversation
This feature allows Users to record a telephone conversation. The feature is selected from the Caller
ID screen before the User takes the call.
Forced Tutorial
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If selected, a User belonging to this Class of Service will not be able to pick up messages until he or
she completes the tutorial.
Net Popup
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If selected, Users belonging to this Class of Service and who have the Desktop interface can send
LAN and LAP pop-up text messages to other Users on the network who are also configured for Net
Popup.
Multilingual
This feature allows Users to record personal greetings in more than one language. The User is
prompted to select the language.
Guest Mailbox
If this field is activated, Users belonging to a Class of Service hears a simplified message menu.
New messages play automatically. The simplified menu is as follows: 1 to listen to new messages, 2
to listen to saved messages, 3 to send a new message, 4 to record personal greeting, 5 to record

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name, 6 to change password, and 0 to back out. This option is typically used with hospitality
packages.
Hide on Send List
If selected, Users belonging to this Class of Service are not displayed in the "send" list on the
Desktop interface.
Mailbox Language
This field specifies the default language Users hear when picking up messages.
Caller Language
This field specifies the default language that the caller is greeted with if he or she does not choose a
language at the automated attendant.

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Section

7

7 - Creating, Deleting, and Editing
Mailboxes
This section describes how to create, delete, and edit mailboxes. It also includes a detailed
description of Mailbox Configuration.
To Access Mailbox features:
From the Main Menu, click the Mailbox button
The below screen appears

Click Reset to delete
greetings and messages
Scroll through mailboxes
for this mailbox.

using these buttons.

Click the Create

button to add new
mailboxes.

Click these

"Navigation"
buttons to access
the User's

notification
schedules,
class of service
details,
or distribution lists.

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To immediately "go to" a particular mailbox, press the
Ctrl and G key on the keyboard at the same time. Enter
the mailbox number you wish to open and click OK.

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Creating Mailboxes
To create either a single or multiple mailboxes:
Click on the Create button from the Mailbox menu
(or select Mailbox, then Create from the top line
of the Main Menu).
Enter the appropriate information on the Create
Mailbox screen.
o Mailbox Template: You may wish to create a
"Typical User" template to copy from. If so,
first create a single mailbox with the
specifications you want "typical" Users to
have. When you use this mailbox as your
template, the following major features are
duplicated throughout the range that is created:
Class of Service, LIFO/FIFO, Tutorial, Auto
Forward Mailbox, Operator,
Company Name, Department, Auto Forward Delay,
Password, Auto Forward Delete or Keep, Call Blocking, Screening, Voice Menu, Call
Forwarding, Say Date, Voice Menu Name, Queuing/Pre-Paging/Post-paging/Login.
o Voice Menu Template: The Voice Menu Template may be used to assign an existing
voice menu to a range of mailboxes. Choose a voice menu from the drop-down list.
NOTE: If you do not assign a voice menu template, the default voice menu is used.
o Lowest Mailbox, Highest Mailbox: Enter the range of mailboxes that you wish to
create by entering the lowest mailbox number in the "Lowest Mailbox" field and the
highest number in the "Highest Mailbox" field. To create a single mailbox, simply enter
the same number for both the "Lowest Mailbox" and "Highest Mailbox" fields and click
"OK", or you may leave the "Highest Mailbox" field empty. Mailboxes may be up to 8
digits.
o Class of Service: Select a "Class of Service" to associate these mailboxes to and click
"OK". If you do not specify a Class of Service, the mailbox is assigned to Class of
Service 1. There are 99 available Classes of Service.
Click OK to create mailboxes. The greater the number of mailboxes that you are creating,
the longer it takes.
When mailbox creation has been completed, a warning screen appears. Press [Enter] when
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this message appears.

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Deleting or Resetting Mailboxes
There are two ways to "delete" a mailbox deleting and resetting. Both methods have advantages
and disadvantages. Please review these carefully so that you are aware of the differences.

Physically Delete a Mailbox/Keep the Personal greetings
This method physically deletes the mailbox from the database. All greetings (No-Answer, Busy,
Gone Home, and Name) still exist in the GRT directory. This allows you to re-create a corrupted
mailbox and not have to re-record the personal greetings.
N O T E
All greetings (*.GRT) and name recording in the GRT directory will be removed if
the corrupted mailbox is not re-created before the Reorg program is run.

To delete an unwanted mailbox from the database:
Scroll through the mailboxes by using the First, Prev, Next, and Last buttons on the
Mailbox screen or the [Page Up] and [Page Down] keys on your keyboard.
When you have selected the unwanted mailbox, click the Delete button to remove it from the
database. When this procedure is complete, the Mailbox field displays the next available
mailbox number.

Keep the Mailbox/Delete the Greetings and Messages
When you use this method, the mailbox is NOT physically deleted from the database but all
greetings (No-Answer, Busy, Gone Home, and Name recording) are deleted. This allows the old
mailbox to be re-initialized for a new User without having to go to DOS to delete greetings and
messages.

To delete the greetings and messages:
Scroll through the list of mailboxes until the selected mailbox number appears in the
Mailbox field.
Click the Reset button.
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Editing Mailboxes
When you edit a mailbox, you enter information about an individual User such as Extension, Last
Name, First Name, Password, Company, Department, and Class of Service. In addition, you specify
information on the "Personal Options", "Transfer Options", "Message Forwarding", "Alternate
Spelling", "Other Options", and "LAP Options" tabs.

Extension
This field specifies the actual telephone extension number that Perfect Voice Office Pro dials when a
call is dialed through Perfect Voice Office Pro. When a mailbox is created, the extension number is
set to the same value as the mailbox number by default. You may enter values that are different
from the mailbox number. For example, Mailbox 100 may be programmed with Extension number
234. When a caller enters Perfect Voice Office Pro and dials mailbox 100, the Perfect Voice Office
Pro system dials 234 to the telephone system and rings extension 234.
In addition, it is possible to enter numbers (and characters) in the extension field to have Perfect
Voice Office Pro dial out on a Centrex line and have callers transferred via "Central Office" directly
to anywhere in the world. You MUST have Centrex lines in order to be able to transfer a caller
through "Central Office" over the incoming call C.O. Line. For example, in the extension field of
mailbox 100: #4518005551212 is entered. When a caller reaches Perfect Voice Office Pro and dials
100 (Caller on a Centrex line), the Perfect Voice Office Pro system dials #45 (to access a C.O.
transfer via Centrex) followed by the telephone number. Since the number is dialed over the same
Centrex line, BELL makes the transfer at the C.O. Perfect Voice Office Pro is then dropped from the
loop and all ports are free to receive incoming calls. If you do not wish for Perfect Voice Office Pro
to dial an extension (possibly because there is no telephone at a particular extension), you must
enable Do-Not-Disturb on the mailbox status screen.
N O T E
This is the only place that the actual extension number is used. All other fields or
prompts that ask for extensions are referring to the Perfect Voice Office Pro
mailbox number. If the mailbox is not associated with an actual extension, be sure
that the Class of Service for these mailboxes does not have message lights
activated.

Password
All mailboxes are created with a default password set to 1111. When the system is logged on using
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the Installer's password, the actual password appears in this field. However, for security reason,
when the System Administrator logs on using their password, the field appears as ****. If a User
forgets their password, the System Administrator may re-enter the default password (1111) and
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allow the User to access their mailbox and re-enter a new password.
N O T E
Passwords cannot begin with 0 (zero). Passwords should be at least 3 digits long.
The maximum length is 15 digits. If the telephone system has a Hang Up Code
(e.g. 999), be sure that no one uses 999 in their password.

Class of Service
The Class of Service defines the options that are associated with a particular mailbox. The Class of
Service may be any number between 1 and 99.
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Last Name
Enter the User's last name in this field. If the User's last name is larger than the visible field, the
information is rolled-over out of sight but it is all stored in memory. When callers use Directory
Assistance to transfer to an extension, Perfect Voice Office Pro uses the spelling in this field to
identify the User and to transfer the caller to the appropriate extension. See "Mailbox: Alternate
Spelling Tab" in this section.
First Name
Enter the User's first name in this field. Unlike the "Last Name", this information is not used by
Directory Assistance.
Company
If Perfect Voice Office Pro is configured for multiple companies, this field identifies which company
this particular User is associated with. Enter the first eight characters identical to those set up on the
particular Company screen. This allows Perfect Voice Office Pro to play the proper Company
greeting if a caller transfers back to the auto attendant. If Perfect Voice Office Pro is configured for
only a single company, then this field can be left blank.
(The Company field should be exactly the same as the company name in the company screen, a
space is considered a character.)
Department
This field allows you to differentiate between departments within the company. The System
Administrator only uses this information for reference and reports.

Mailbox: Personal Options Tab
Select the "Personal Options" tab to specify the User's personal operator, control whether the time
and date stamp plays after every message, select the message playback order, turn on the new User
tutorial, and authorize the Desktop Interface (to be released) which allows User to use a Windows
PC to manage their mailbox.
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Personal Operator
This field is optional but, if selected, a mailbox number is required. This mailbox is recognized as
the operator for this individual. When this feature is activated, a caller gets the individual's personal
greeting. However, when the caller presses zero (0) to transfer to the secretary, he or she is
transferred to the mailbox specified in this field. If this field is left blank, callers pressing zero are
transferred to the Day or Night Operator specified on the Company screen.
Alternate Extension
This information has not yet been added to the manual.

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Say Date
All messages are tagged with time and date stamp. If this field is set to "Yes", the User hears the
time and date stamp after every message. If set to "No", the time and date stamp does not play.
Please note that Users may still hear the time and date stamp by pressing three on the telephone
keypad after listening to a message.
Message Playback
Users may listen to messages in two orders:
FIFO (First In, First Out): FIFO plays the oldest message first and the newest message last.
LIFO (Last In, Last Out): LIFO plays the newest message first.

MSS User
This is an MSS User.
MSS Receive Emails
This User may receive emails using MSS.
MSS Receive Faxes
This User may receive faxes using MSS.
Tutorial On
By default, this option is activated when a new mailbox is created. This option helps all new Users
initialize their mailbox by prompting them to enter a new password, record their name prompt, three
different personal greetings and enter the first three letters of their first name to be added to the
directory. The tutorial plays the first time the User calls into their mailbox. If the User exits the
tutorial before completion, the System Administrator may reset the option by selecting the tutorial
box on the mailbox screen. The next time the User accesses the mailbox, the tutorial plays again.
N O T E
Selecting "Forced Tutorial" in the Class of Service ensures that the User completes
the tutorial before being given access to their mailbox.

Desktop User
This option is only selected if you are planning to install the Desktop interface on the desktop
computer associated with this extension.
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DID Trunk
If the telephone system sends additional digits other than the User's extension number (such as DID
or virtual trunk numbers), enter the number in this field. This field accepts up to 3 digits between 001
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and 255.
Active Greeting
This field specifies which mailbox greeting is playing. When "Default" is selected, the system plays
the 3 pre-configured greetings (no-answer, busy, and gone home). If an optional greeting is playing
for this mailbox, the greeting number is in this field.

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Mailbox: Transfer Options Tab
Select the "Transfer Options" tab to display the User's call screening, call queuing, call blocking,
pre-transfer paging, post-transfer paging, logged in, call forwarding, forwarding to, voice menus, and
local area paging settings.

Call Screening
When this feature is activated, all incoming calls are screened by the system before they are
transferred to the extension. Callers are prompted to state their name after the tone. When the call is
transferred to the extension, the User hears the caller's name and then decides to take the call,
transfer it to another extension, or reject it.

The User has the following choices:
Press 1 to accept call,
Press 2 to redirect call to another extension, or
Press # to send the caller to his or her mailbox.

Call Queuing
If this feature is activated, incoming calls are placed in a queue if an extension is busy. Callers are
informed of their position in the hold queue and given opportunities to either continue to hold or
leave a voice message.

The caller has the following options:
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Press 1 to try another extension,
Press 2 to remain on hold,
Press 5 to leave a message, or
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Press * to exit.
All callers on hold hear a pre-recorded music file (MESS500.VOX) that is included with Perfect
Voice Office Pro. You may wish to record your own on-hold messages for your callers to listen to
while waiting in the holding queue. You may use as many or as few on-hold messages as you wish
but message 500 MUST exist.
You have ten (10) available voice files you may use. They are System Prompts numbers 500 to 509.
Remember that system prompt 500 (MESS500.VOX) already exists with one (1) minute of music. If
you record over this file, it will be lost.
Three additional pre-recorded music on-hold files are included with the Perfect Voice Office Pro
system. The file names are MUSIC15.VOX (which contains 15 seconds), MUSIC30.VOX (30
seconds), and MUSIC45.VOX (45 seconds). You may replace MESS500.VOX with one of these

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files. If you do not wish to use this option or if any of the message files (501 to 509) are not
recorded, callers in the holding queue will hear message 500.
If you are using multiple messages, you must use consecutive message files (i.e. message 500, 501,
502, etc.). If you choose to use this option, each successive caller in the holding queue will hear a
different message. The first caller hears message 500, the second caller hears message 501, and so
on.
N O T E
This feature is only available on telephone systems that provide a busy tone. Most
multiple telephone sets do not produce a busy tone. To use this option, you must
record your On-Hold messages. Refer to "Recording System Prompts and
Company Greetings".

Call Blocking
If this feature is activated, all callers are routed directly into the User's voice mailbox. Users may
activate this feature when they do not want to accept any calls at their extension. This option is only
available when the auto attendant makes the transfer.
N O T E
If the mailbox is being used as a Phantom mailbox (the mailbox does not have its
own extension on the telephone system), the Call Blocking feature must be
activated to prevent Perfect Voice Office Pro from trying to dial an invalid
extension number. Dialing invalid extension numbers causes some PBXs to
produce error messages, take ports out of Service, and even disconnect callers.

Pre Transfer Page
If Pre-Transfer Page is activated, a User is paged over the telephone intercom before the caller is
transferred to the extension. The caller is put on hold and the system pages the user. The system then
waits for a definable period (default = 5 seconds) and transfers the caller to the desired extension.
Post Transfer Page
If Post Transfer Page is activated, the system pages the User's name after the caller is transferred to
the User's extension and there is no answer. The User must inform the caller, in the no-answer and
busy greetings, to press 4 to have the call announced over the intercom. This option is a built-in
feature of every mailbox.
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N O T E
This feature must be activated in the Class of Service in order for the User to
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utilize this option.

Logged In
When the User activates this feature, the system identifies the User as being present in the office and
plays their "No-Answer" greeting if the telephone is not answered. If the feature is not activated, the
system assumes that the User has left the office for the day and plays the User's "Gone Home"
greeting.
Call Forwarding
When this feature is activated, the User's calls are forwarded to another extension. The User may
want to use this feature when away from the office and would like all calls answered by someone
who is handling his/her affairs while absent. This extension number is entered into the "Forwarding
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To" field below. If the forwarding extension is not available to receive the call, the Perfect Voice
Office Pro system sends the caller to the original mailbox.
Forwarding To:
This field appears when Call Forwarding is activated. It should contain the mailbox number that the
User wishes his/her calls to forward to when call forwarding is activated.
Voice Menu
When this feature is activated, the User's calls are answered with a customized voice menu that
offers callers a variety of choices. Select a voice menu from the drop down list. Refer to
"AudioText/Voice Menus" for features and setup instructions.
LAP Message Notify
If selected, the system activates the User's LAP pager for new messages. The LAP pager is
activated for new messages even if "Off" (below) is selected.
Local Area Paging
If this option is activated, a caller may choose to activate the User's beeper.
"Before"
If "Before" is selected, the beeper is activated before all incoming calls only.
The User may then pick up the call from any telephone.
"After"

During the User's personal greeting, the caller may dial a digit to activate the
User's beeper. If "After" is selected, a Voice Menu must be created that
specifies the digit for activating the User's pager. The Voice Menu field must
also be selected and the Voice Menu name must be entered on the Transfer
Options tab.
"Both"

The beeper is activated before the call is transferred and the caller may activate
it after the transfer from the voice menu.

"Off"

Local Area Paging is not activated for this User.

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Mailbox: Message Options Tab
Select the Message Options tab from the Mailbox menu.

Message Forwarding
Similar to Call Forwarding, Message Forwarding allows the User to forward messages to another
extension. All new messages may be forwarded to another mailbox after a specified period of time
so that calls may be promptly returned. This feature may be used in conjunction with Call
Forwarding.

Forward Messages to:
In this field, enter the mailbox number to have messages forwarded to. If you choose not to use this
feature, simply leave this field blank. Messages may also be forwarded to off-site (AMIS) mailboxes
by entering the mailbox number, star, and the AMIS site number. For example, to forward messages
to mailbox 2404 at site 10, you enter 2404*10.
After (HHMM)
In this field, enter the amount of time to wait before forwarding a message. The Time is specified as
Hours, Minutes and must be 4 digits long. For example, 0005 would forward after 5 minutes and
0100 would forward after 1 hour. A value of 0000 forwards the message immediately.
Delete After Forward
If this field is set to "Yes", after a message has been forwarded, it is deleted. To save the original
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message, set this field to "No".
Notification
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This field determines whether or not to notify the User via the outcalling schedules. It is very
important if the User is utilizing call notification. In order to access the Notification options from
the mailbox screen, this feature must be set to "All"; otherwise, the "Notification" button will be
deactivated.
Voice/Email
This field determines whether or not to notify the User via the outcalling schedules for new voice
and/or email messages. It is very important if the User is utilizing call notification. In order to access
the Notification options from the mailbox screen, this feature must be set to "All"; otherwise, the
"Notification" button will be deactivated.
"None"

If "None" is selected, call notification is turned off. The system won't try to
notify the User.
"All"

The User is notified of all new messages via the outcalling schedules.
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"Urgent Only" The User is notified only for those messages that have been tagged as urgent.
Notify for fax
If checked, the User will be notified of new faxes.
Cascading

If "Cascading" is selected, the system notifies the User via the outcalling schedules for each new
message. If it is not selected, the system notifies the User for the first message. The system will not
notify for subsequent messages until the User checks his or her mailbox for messages.
For example, suppose a User receives a new message at 2:00 PM and has three notification
schedules. Whether or not "Cascading" is selected, the system notifies the User via the schedules.
Suppose that the User does not check his or her messages, and, at 3:00 PM, he or she receives
another message. If "Cascading" is selected, the system notifies the User of the second message. If
"Cascading" is not selected, the system will not notify the User of any new subsequent messages
until the User checks his or her mailbox.

Mailbox: Alternate Spelling Tab
This field allows you to input up to four different alternate spellings for the User's name to be used
in the company directory. Only the first three letters are required for each alternate spelling. The
system does not use the name entered in the "First Name" field for the company directory. You
should enter the first three letters of the User's first name in the alternate spelling field so that callers
can use first names as well as last names when accessing the directory.

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N O T E
"Directory" must be an active feature in the Class of Service to register users in the
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corporate directory. Any values entered in Alternate Spelling will be removed is
the "Directory" is not activated.

When entering alternate spellings in Users' mailboxes, please note the
following:
Do not enter the same spelling for the last name in the alternate spellings. For example, if the User's
last name is "Smith", do not enter "Smi" as an alternate spelling. If you do, when you save the
mailbox settings and then return to check the settings, you will notice that the "Smi" is deleted.
Also, please note that some alternate spellings are actually dialed the same way by callers. For
example, Mike Nike may be a User who wishes to have alternate spellings of his name for the

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directory. Because his first and last name are so close, a caller would dial either one the same way:
MIK=645 or NIK=645. Both the "M" and "N" appear on the six key.
Using ASR (Automatic Speech Recognition)
When accessing a company directory using ASR, the default settings for a User are:
o Last name
o First name
o Firstname Lastname

If any of these names are spoken wile accessing the company directory, the system will forward the
caller to the appropriate user extension. To use different name, add alternate spellings by using the
Alternate spelling tab.
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Mailbox: Other Options Tab
The Other Options tab is used when the system is configured for MAPI integration and unified
messaging. With MAPI integration, the User can be set up to receive an e-mail notification when he
or she receives a new voice or fax message. The actual voice or fax file may be attached to the e-
mail message.

E-Mail Options
Username
In this field, enter the User's e-mail name. For example: Chris Nicholson.
E-Mail Address
Enter the User's e-mail address in this field. For example: cnicholson@abc.com.
Send E-Mail with New Messages
If selected, the User will be notified with an e-mail of new voice mail messages.
Attach Voice File to Message
If selected, the voice mail message is sent (in the ADPCM format) and attached to the e-mail
message. The User will be able to play the message directly from the e-mail notification through the
Message Player (which converts it to a WAV format) if he or she is out of the office.
Fax Mail Options
Default Fax Number
In this field, enter the default fax number for this User. If this field is left blank, the system uses the
number entered in the fax parameters.
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N O T E
This option is only available to Desktop Users.
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Send E-Mail with New Faxes
If selected, the User will be notified with an e-mail of new fax messages.
Attach Fax File to Message
If selected, the fax message is converted to a .dcx file and attached to the e-mail message. The User
will be able to print the message directly from the e-mail notification if he or she is out of the office.

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Mailbox: Other Options Tab (continued)

Scheduling Options for Fax and E-Mail
Apply Schedule
If selected, a global e-mail schedule may be assigned to this User. (This overrides the Schedule
button. If you wish to set up an individual schedule, click the Schedule button.) The schedule
applies to both e-mail and fax messages. For more information on setting up global e-mail
schedules, refer to "Creating Menu Schedules" later in this section.
Schedule
Use this button to assign a personal schedule to this User. This button
displays this screen, which allows you to specify the days you want to
receive e-mail notification of voice and/or fax mail messages. If the
Voice or Fax File is attached to the message, you may also specify
whether or not to delete the messages from the server.

N O T E
If you choose to delete the message after send from the Schedule screen, the
message is deleted from the Perfect Voice Office Pro system. In order to keep a
copy of the message, you must select Attach Voice File to Message or Attach
Fax File to Message.

Global and personal schedules apply to both fax and e-mail messages. Keep
in mind that if you choose to send an e-mail notification for new voice or fax
messages and the schedule specifies to delete the message after sending the e-
mail notification, you must attach the actual voice or fax file to the message to
be able to access it.

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Mailbox: LAP Options Tab

Local Area Paging Code
In this field, enter the capcode located on the User's pager.
Pager Baud Rate
Specify the correct baud rate of the User's pager.
Pager Type
Indicate the type of pager for the User.

Refer to "Local Area Paging" in the Optional Applications section for more information on
implementing L.A.P.

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Mailbox: Notification Set up Outcalling Options For a User
When a message is left in a mailbox, Perfect Voice Office Pro uses the information from this screen
to notify the User. There are ten different calling schedules (0 9), all or none of which can be used
for each mailbox. The system starts with schedule number zero (0).
Select Edit-Notification or the Notification button from the Mailbox menu. The "Outcalling
Schedules" screen appears which enables you to set up outcalling options for an individual User's
mailbox.

Schedule
There are ten schedules numbered from 0 to 9. Zero (0) has the highest priority and is called first,
nine has the least priority and is contacted last.
N O T E
The very first notification schedule MUST be zero. If this schedule is empty, the
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Perfect Voice Office Pro system does not look for any other schedule.

Beeper/Phone
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Select beeper or telephone. This option determines how Perfect Voice Office Pro calls a User when
they have a message. When the notification schedule is configured to call the User on a beeper, the
Perfect Voice Office Pro system dials the entered telephone number, including pauses. When the
time out occurs, the Perfect Voice Office Pro system sends the voice or DTMF message (see "Phone
Number" below for special dialing options). When the notification schedule is scheduled to call you
on a telephone, the Perfect Voice Office Pro system dials the number the same way as for the beeper
notification. When the Perfect Voice Office Pro system receives a connect signal, it asks the User to
enter a password. When the correct password is entered, it plays the mailbox main menu which
informs the User of new and saved messages and gives all of the same mailbox options as the User
would receive if he or she were picking up messages from inside the office.
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# (Phone Number)
This field contains the telephone number that the Perfect Voice Office Pro system dials to notify
Users. Simply enter the phone number, including ones and area codes if necessary, with no hyphens
(-) or spaces between the numbers. It is not necessary to add the code to secure an outside line (i.e,.
9).
Standard Beeper: If a Standard Beeper is used, it may be necessary to add a few delays or
pauses (,) after the telephone number to allow time for the paging service to play their greeting
before the Perfect Voice Office Pro system sends the notification message (e.g.
18645551212,,,,). This example allows approximately eight seconds for the paging company's
greeting to play before sending the message.
Alphanumeric Pager: If an alphanumeric pager is used, callers may leave their telephone
number, which will be sent to the pager. In order to have the telephone number sent, enter E
after the pager number and commas. The mailbox number and number of new messages is
displayed on the pager.
Voice Pager: If a voice pager is used, messages may be sent directly to the pager. In order to
have messages sent to the pager, enter the letter M after the telephone number and commas (e.g.
18645551212,,,,M).
N O T E
For this option, timing is extremely important. You may have to adjust the number
of pauses until you find the appropriate setting.

Day - Start/End:
This field identifies when the calling schedule is valid. The values for the "Day" may be entered two
ways:
Enter as calendar dates (i.e. January 1 to December 31 is entered as 0101 to 1231).
Enter as days of the week (i.e. Monday to Friday is entered as *100 to *500). Monday is considered
the first day of the week (*100) and Sunday is the last (*700).
N O T E
The "Start" day must be "lower" than the "End" day. For example, do not enter
*600 to *200.
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Time - Start/End
This field identifies what times the calling schedule is active. This value is entered in military
format. For example, if the User wishes to be notified between 5:00 PM and 10:00PM, the values
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are entered 1700 and 2200.
Busy, No Answer
These values specify how many minutes the Perfect Voice Office Pro system waits after receiving a
busy or a no answer before retrying the number. If no value is entered for the "Busy" and "No
Answer" fields, the system defaults to fifteen minutes.
Call it
The Call it field specifies the number of times the system retries notification for this schedule before
giving up and trying the next outcalling schedule.

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Mailbox: Distribution Lists
The distribution list screen allows you to view, create, and edit specific distribution lists for the User.
Enter the number of the distribution list you wish to view and press [Enter]. Each User mailbox may
hold up to 99 distribution lists.
Select the Distribution Lists button from the Mailbox menu.
Use the Prev and Next buttons to scroll through the distribution lists or enter the distribution
list number in the List Number field and press [Tab].
To add distribution list members, you may enter a mailbox number in the Mailbox field and
click the Add button. If you wish to select a mailbox from the Mailbox Directory, you may
click the Add button first. To delete members, you may enter the mailbox number in the
Mailbox field and click Delete or highlight the unwanted mailbox from the list and click the
Delete button.

Number
This field contains the distribution list number. Each mailbox may have up to 99 distribution lists
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Mailbox
This is the field where the mailboxes for the distribution lists are added and deleted. To add a new
mailbox to the list, enter the mailbox number in this field and click the "Add" button. The mailbox
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number appears on the distribution screen. To delete a mailbox from this list, enter the mailbox
number in the "Mailbox" field and click the "Delete" button. Notice that the unwanted number is
now gone from the distribution screen.
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Creating a Broadcast Distribution List
You may create a mailbox(es) to be used as broadcast distribution list(s).

To create a broadcast distribution list:
1. Create a phantom mailbox. A phantom mailbox is a mailbox that is in a Class of Service separate
from other mailboxes and has no capabilities except Login and Call Blocking.
2. On the Transfer Options tab, select Call Blocking.
3. Click the Distribution Lists tab and create Distribution list number 1.
4. Add all desired mailboxes. NOTE: Be sure not to add the same mailbox number that includes
this distribution list. For example, if you created mailbox 500 in step #1, make sure that it is not
listed in distribution list number 1.
5. Select the Message Forwarding tab. Enter *1 in the "Forward Messages to:" field, which means
distribution list 1. The "After" field should remain at 0000 if the members of the list exceed 40;
otherwise, delays may be experienced with the delivery of the message as well as message light
delays on the voice mail system due to the number of records that have to be updated. Select No
for "Delete After Forward".
6. Assign this mailbox to the pre-defined Broadcast Distribution List Class of Service. If your
system does not have a pre-defined Broadcast List Class of Service, create a new Class of Service
and set it up to delete messages after one day. Set the Days to Save Old and Days to Save New
field to one (1) so that the message will automatically be deleted from the mailbox the following
day. To keep the message for longer periods, adjust the number of days to save accordingly so
that messages will be automatically deleted.
7. Tell Users that, to send messages to this distribution list, send it to the mailbox you created. The
message is automatically forwarded to everyone entered in the list.

When the Sender is a Member of the Global Distribution List
If a message is sent from a mailbox to a global distribution mailbox, and the sender of the message is
a member of the distribution list, the message will not be delivered to that member. The system
automatically skips over that mailbox.

Limitation - Urgent Messages
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When sending a message internally from a User's mailbox to a global distribution mailbox, the
message cannot be marked as urgent. Since message forwarding is used to deliver the message, the
urgent tag is removed when the message is forwarded the second time. That is, the global
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distribution mailbox receives the urgent message, however when it forward to the distribution list,
the urgency is removed.

To send an urgent message, the message must be left directly in the global distribution mailbox and
marked as urgent there.

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Section

8
8 - System
The System drop-down menu gives access to many useful accessories. This Section describes these
accessories.

These Accessories include:
The Parameters Screen. System parameters may only be accessed at the Installer level.
(Refer to the Installation section).
The Trace Screen, which is used like a digit grabber to troubleshoot system problems.
The Commands window allows you to enter a limited number of DOS commands without
shutting down the system.
The Status screen used to supply information about the current status of Perfect Voice Office
Pro.
The Debug screen used to set Perfect Voice Office Pro in a debug mode to record all Perfect
Voice Office Pro activities. When selected, more information appears on the Status screen.
The Utilities screen which enables you to run reorg, set up SMTP MAPI mode, and view
Message status.

System: Trace
The trace function provides the ability to monitor all incoming and inband codes to the voice mail
system for debugging purposes. While the Trace screen is displayed, everything that appears on the
trace screen is logged to a file called TRACE.LOG. Trace.log is located in //winvm/logs. If the
process that is being traced scrolls through the screen too quickly to read, the contents of the Trace
may be viewed using any text-editing program such as Notepad or Wordpad. Note that the Trace
screen should be closed before viewing it. The Reset box will clear the Trace Screen, and delete the
file TRACE.LOG, where all trace activities are logged. The Exit box is used to close and exit the
Trace Screen. All of the information that came through the screen is written to a file (TRACE.LOG)
that overwrites itself each time the Trace Screen is opened.
On the right side of the screen, you may specify to trace the activities off all ports or individual ports.
A Scroll bar is also available to view the activities that have been previously traced.
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System: Commands
Turns on
Debug.
Shuts down
the system.

Enter Command
The "Enter Command" field is an interface between the Perfect Voice Office Pro system and the
DOS operating system. It allows you to enter DOS commands without shutting down the Perfect
Voice Office Pro system. After entering your desired commands (see below), click the Execute
Button.
Date:
Sets the system date. The default is the date set by the operating system.
Syntax: DATE mm-dd-yy
For example: DATE 08-14-97. The date is now set for August 14, 1997.

Time:
Sets the system time.
Syntax: TIME hh:mm, where hh:mm are entered in military format.
For example: TIME 13:45. The time is now set to 1:45 PM.

Drop:
Terminates line activity on all ports or a specific port. The caller is instantly disconnected. The
port is ready to answer another call.
Syntax: DROP n, where n is the port number.
For example: DROP 2. All communication on port 2 is immediately terminated.

Refresh:
The Refresh command re-lights or extinguishes message lights for all mailboxes.
Syntax: REFRESH

Start / Stop:
The Start and Stop command puts a certain port in and out of service.
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Syntax: STOP n and START n, where n is the port number.
For example: To put port 1 out of service, enter STOP 1

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LampOn or LampOffx:
Allows you turn Message indicators on or off. (X = Extension) For LampOn to operate, the
target mailbox must have at least one new message before the command is executed.

Shutdown
When there is a need to exit Perfect Voice Office Pro, select the "Shutdown" option from the
Commands Screen. You may shut down immediately (Exit Now) or wait until no ports are active
(Wait For end of Activity). Choosing to wait prevents the system from cutting off callers or possibly
corrupting data

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System: Status
The Status Screen shows detailed activity of the startup process.

The "Clear Status" button resets the number of calls to zero and clears the activity window on the
left.
There are two progress indicator bars below the activity box. These bars indicate the progress of re-
indexing Database files. The first indicator shows the percentage of the current Database that has
been re-indexed and the second indicator shows the total progress.

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System: Debug
When Debug is selected, the status screen shows more detailed information. The trace information
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is written to the TRACE.DAT file in the C:\WINVM directory.

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System: Utilities
Three options are available from the System-Utilities menu:
1. Reorg
2. Message
Status
3. SMTP
Properties

System-Utilities-Reorg
The Utilities Reorg option displays the status of the reorganization utility.
Resetting Databases
If it becomes necessary to reset a database (due to data corruption), thereby clearing all of the data in
the database, simply shut down the Voice Mail system (File, Shutdown, Wait for End of Activity),
then go into Windows Explorer and delete the associated database file, then restart the Voice Mail
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system. The databases are listed below.

Mailboxes
Includes the screen data in all mailboxes and
MAILBOX.DBF
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their associated outcall notification schedules
OFFSITE.DBF

Messages
Includes all messages associated with the
MSGFILE.DBF
mailboxes

Companies
Includes all data on the company screen except
COMPANY.DBF
holiday data

Holidays
Includes the holiday schedules on the company
HOLIDAY.DBF
screen

Notification
Includes the pending schedules to light message
NOTIFY.DBF
lights and outcall to a pager, telephone or e-mail
address

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Dial by Name
Includes the dial by name directory that allows
DBNAME.DBF
Directory
callers to select the digits associated with the
User's name.

Distribution
Includes the distribution lists associated with the
DISTFILE.DBF
Lists
mailboxes

System-Utilities-Message Status
The Message Status utility allows you to find detailed status reports of messages within a mailbox. In
the Message Status dialog, enter the mailbox number in the Mailbox field. A list of all messages
related to the mailbox will appear, defining when the messages were deleted, sent, the sender, date
and time. To determine the order in which the messages are listed, click FIFO (first in first out) or
LIFO (last in first out).

System-Utilities-SMTP Properties
The SMTP utility is used to setup integrated messaging with Perfect Voice Office Pro. In the SMTP
Properties dialog:
o SMTP Server Address: Enter the Perfect Voice Office Pro server IP address.
o SMTP TCP/IP Port: Enter the TCP/IP port number.
o SMTP Store Path: Enter the path to where the SMTP store is.
o SMTP Polling Interval: Enter the interval in which SMTP is to poll (in milliseconds).
o SMTP Account: Enter the SMTP account name.
o SMTP Password: Enter the SMTP password.
o SMTP Log Level: Enter the SMTP log level.
o SMTP Keep Sent Items drop-down list: Select Yes to instruct the system to keep sent
items.
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o Convert to GSM Wave checkbox: Select to send messages in GSM Wave format,
enabling the listening of voice messages from any Windows Media Player compatible
software.
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Section

9

9 - View
Selecting "View" from the main menu provides three or four options:
The Port Activity screen that shows the activity on each port.
The Mailbox Status screen which indicates whether a User is logged in or out of the office.
The Fax Status screen (if fax is installed).
Call Routing Tables which allow you to map incoming telephone numbers through Caller
ID or PIN numbers to specific extensions.

View: Port Activity
From the main menu select View, then choose Port Activity. The Port Activity Screen displays each
port numerically and the activity associated with it. It also provides general information on the total
calls received, total transfers, and total messages left on a daily basis. All of this information may be
set to zero by clicking the "Reset Counts" button.
You may highlight each port individually by clicking on the desired port, then click the right mouse
button. A pop-up window appears and you may choose from the following options:
Trace: This option displays the Trace Screen showing the activity of the selected port.
Disable: This option disables a port for usage, and is normally utilized for testing purposes.
Enable: This option enables the port for usage. It works in conjunction with "Disable"
command. It is normally utilized for testing purposes.
Drop: This command drops all activity on the specified port. It is normally utilized for
testing purposes.

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View: Mailbox Status
The Mailbox Status Screen provides an easy way to check whether a User is logged into his or her
mailbox. To search fields, select the desired field from the drop-down list in the "Search by:" box
and enter the text you wish to search for in the "Containing text:" field.

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You may select a mailbox by clicking on the desired mailbox number to highlight it and right-mouse
click in this area. A pop-up menu provides the following options:
Edit: The Mailbox Screen is displayed which allows you to edit this particular mailbox.
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Delete: This option removes this particular mailbox from the system.
Information: This option provides information on the mailbox. This information includes the
name of the User associated with this mailbox, their extension, as well as the Class of
Service and the Company the mailbox is associated with.

To close this screen, select "View" from the top menu bar and click "Mailbox Status". The check
mark beside it disappears.

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View: Fax Status
This screen displays the status of
faxes (if fax is installed.)
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View: Call Routing Tables
Perfect Voice Office Pro allows you to create call routing tables that map callers based on Caller ID
or PIN numbers. Call Routing tables may be associated to a schedule which allows you to route
numbers to different extensions (Caller ID) or submenus (PIN) at different times, on different days.
Perfect Voice Office Pro checks the schedule and if the current day and time fall within the valid
time frame, the call is routed accordingly. Refer to "Creating Menu Schedules" later in this section
for more information on Menu Schedules.

If you create a Call Routing Table for a Caller ID, when that incoming telephone number is picked
up by Caller ID, Perfect Voice Office Pro routes that call directly to the extension you specify in the
table. Caller ID mapping may be done at many different levels:
By specific 10-digit telephone numbers
By area code
By area code and city exchange

Call Routing tables based on a PIN number allow you to route a caller to a sub menu number in any
V-Menu.

To access Call Routing Tables:
From the Main Menu, select View, then
choose Call Routing Tables.
Type: Caller ID tables are designated as
"ID"and PIN number tables are designated
as "Pin".
Destination: The destination for Caller ID is
an extension and the destination for a PIN
number is a Sub Menu Number.
Number: The Number for Caller ID is a telephone number and for PIN the number is the
PIN number.
Schedule: If a schedule is applied to the table, the schedule number is displayed. "No"
means that the table does not have a schedule.
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To add a Call Routing Table:
1. Click the Add button from the Call Routing Table screen.
2. The Add screen appears. For the Applies To: field, specify Caller ID or PIN number. Enter
the appropriate information and click OK.

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Adding a Caller ID Routing Table:
For Caller ID, enter the Mailbox Number and the Phone Number
you wish to route to that mailbox. Caller IDs may be mapped by a
specific 10-digit telephone number, area code or city exchange (see
below). You may enter a name in the Associated Name field or
apply a schedule to this Caller ID routing table.

Mapping by Area Code or City Exchange
You may map telephone numbers to a specific extension by area code or city exchange by entering
a wildcard (*) in the Phone Number field of the "Add" screen.

To map by area code, enter:
864*******

To map by city exchange, enter: 864555****

You may also route all area codes that begin with 8 to a specific extension by entering 8********
or 86 by entering 86********. Note that you may not enter a wildcard between two real numbers
(8*4******). Once a wildcard is used, all remaining digits must be wildcards.

Adding a PIN Number Routing Table:
For a PIN routing table, you must first create the appropriate call routing table and then create the V-
Menu(s) that will include the "Get PIN Number" action as one of the options.

Create the Call Routing Table:
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Enter the Pin Number and the sub menu number (Menu Number)
that you wish to route that Pin to. You may enter a name in the
Associated Name field. Select Apply Schedule and enter the
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schedule number if you wish to have the PIN number routed
differently at certain times. (Refer to "Creating Menu Schedules"
later in this section for more information.)

IMPORTANT: You must also create the V-Menu(s) that
contain the sub menu number specified in the call routing table.

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Create the V-Menu(s):
In the appropriate V-Menu, specify Get PIN Number as the action for the desired option.
Perform the following:
Specify and record the Action Prompt. In the adjacent box, enter the number of retries the
caller will have to enter a correct PIN number. The action prompt re-plays this number of
times.
In the box labeled "Invalid", enter a sub menu number level that the caller will go to if he or
she does not enter a valid PIN number in the number of attempts allowed.
Create the appropriate Sub Menu Number level specified in the call routing table.

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Section

10
10 - Voice Menus
Voice Menus give you the ability to customize company greetings and individual mailboxes to meet
special needs. Menus may be created inside a mailbox from which callers may access options to
leave or obtain information. Company greetings can offer callers the option to transfer themselves to
specific departments, leave messages, or obtain company information such as address, telephone
number, fax number, or office hours. By using Voice Menus, you are able to customize how Perfect
Voice Office Pro answers and directs callers through the system.

Since voice menus offer so much flexibility, it is impossible to describe all of the possible
applications. It is extremely important that you keep in mind the following:
Plan the voice menu. Use the Voice Menu Worksheets at the end of this section to design the
Voice Menu.
When recording the prompts, mention all options available to callers.
Always allow callers to exit at any time or return to a previous menu.
Test the voice menu thoroughly. Try all options to ensure that everything works as you
intended.
To Access:
From the Main Menu, select V-Menus
The Voice Menu Entry Form screen appears.

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1 - Naming a Voice Menu and Assigning Options
Move to the top box on the Voice Menu screen. You may enter the name of a voice menu using
standard DOS form (any name consisting of up to eight (8) characters or numbers). You may name a
particular voice menu using a number (such as 100) or using a name (such as JOHN).

Listing of
voice menus

This is the name of

the voice menu.
Select Allow
Extension Dialing

to allow the caller
Each voice menu
to transfer to an
may have up to 99
extension while in
sub menus. These
this voice menu.
fields specify the
Timeout specifies
sub menu number,
the maximum time,
prompt, and the
in seconds, that
number of attempts
may elapse
the caller will have
between dialed
to select a valid
digits for the
option (Retries).
system to
recognize the digits
Actions may be assigned to 0-9,
* or #.
as an extension.
D specifies the default action.
This will occur if the caller does

not select another option.

Voice Menu Name
The name of the Voice Menu file that you are working with appears in this text box at the top of this
screen. Every Voice Menu may have up to ninety-nine sub-menus. This Tree Name appears on every
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level of this voice menu.
Use Schedule
If the Voice Menu is being activated according to specific schedule, this box should be checked and
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the schedule number should be entered in the box that appears beside it. Use Schedule box only
appears on Sub Menu Number 1 of the V-Menu. For more information on menu schedules, refer to
"Creating Menu Schedules" later in this section.
Allow Extension Dialing
If selected, the caller is able to transfer to an extension while in this voice menu. This is related to
the Timeout field.
Timeout
This value specifies the number of seconds without a response that may elapse before the default
action occurs. The default value is 3. A value of 0 is not allowed; however, if you wish for the
default action to happen immediately, you may enter -1.
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Sub Menu Number
Each Voice Menu file may have up to ninety-nine (99) sub-menus. When in the Sub Menu Number
box, you may either enter a number using the keyboard or use the arrow keys on the keyboard to
select from the list of ninety-nine (99) menus.

NOTE: You MUST begin with Sub Menu Number one (1). Perfect Voice Office starts all Voice
Menus with Sub Menu Number one.

Sub Menu Prompt
This field specifies the prompt that plays when a caller accesses this
voice menu. Select the appropriate Sub Menu Prompt from the drop-
down list.
· Salutation: Salutation prompts are located in the SALUTE
directory. This directory includes the Company Greetings and
additional prompt numbers you may record. Enter the prompt number, which may be any 3-digit
number between one and nine hundred and ninety-nine (001-999). Be sure not to select a number
that is already assigned to a Company Greeting.
You must record this prompt the same way that you record your company greetings. See
"Recording System Prompts and Company Greetings" in this manual.
N O T E
Salutation prompts (Company Greetings, Voice Menu prompts, and Voice Menu
questions) are exclusive from other System Prompts. Voice Menu prompts and
company greetings are stored in the same directory (SALUTE) so the prompt
numbers that you choose for the voice menus cannot be the same as the company
greetings. Refer to the company menu to see company greeting prompt numbers.
System prompts are stored in a separate directory (WINVM) so you do not have to
be concerned with the prompt numbers assigned to regular system prompts.
Company: This plays the current company greeting.
Mailbox: This plays the active greeting of the mailbox that the voice menu is associated
with.
Optional: This plays an optional greeting of the mailbox that the voice menu is associated
with. Enter the number of the optional mailbox greeting. This is only applicable if the
Voice Menu is attached to a Mailbox.
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None: No prompt plays.
Sub Menu Retries
This specifies the number of attempts that the caller has to select a valid option. If the caller does not
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select anything, the system repeats the sub menu prompt the number of retries specified in this field
before it performs the default action.

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2 - Building Your Voice Menu
Now that you have selected a Voice Menu Name, a Sub Menu Number and a Sub Menu Prompt
Number, you may build your voice menu by assigning actions to the menu. When you are satisfied
with the voice menu, click OK.
N O T E
You may setup a voice menu to default to a particular action by placing the action
on line D in the voice menu window.

Action
Actions may be assigned to 0-9, #, or *. An action should also be assigned to D, the default. The
default action occurs if the caller does not select another options. Select the desired action from the
drop-down list. The Action list contains all of the options for the voice menus. These options may
be used in a variety of ways to customize how calls are answered. Some of the actions require
additional information to be entered. See the appropriate action for a list of the additional
information required. The actions listed below are explained fully on the next several pages.
None
Send to Mailbox
Send to Menu
Ask Question
Send to Directory
Send to Login
Send to Main Greeting
Ask for Password
Disconnect
Get Transfer Mailbox
Send Requested Fax
Send Predefined Fax
Send Voice Mail Record Tone
Send to Voice Mail
LAP Current Mailbox
Page Current Mailbox
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Beep Caller Phone Number
Get Transfer Phone Number
Record Conversation
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Go to Express Voice Mail
Get PIN Number
Get Caller ID Info
Get Destination from DB
Send to Requested Voice Mailbox
Send to Operator

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Action: Send to Mailbox

Use this option to allow callers to transfer to the extension associated with this option.
Additional information: Enter a mailbox number in the box labeled "Mailbox".

Action: Send to Menu

Use this option to transfer callers to another sub menu level in this voice menu. This option
facilitates multi-level voice menus. Every voice menu can have up to ninety-nine (99) sub-menus.
Additional information: Enter a menu number (1-99) in the box labeled "Next Menu".

Action: Ask Question

Use this option to obtain information from callers. When this option is selected, callers hear a pre-
recorded question. Perfect Voice Office Pro stores the response to the question in the specified
mailbox and then transfers the caller to the next voice menu. To ask several questions, use this action
in the next menu. All answers are joined together and stored as one message in the specified
mailbox.

Additional information: Enter a mailbox number in the box labeled "Mailbox". Enter a menu number
in the box labeled "Next Menu". Enter the question prompt number in the box labeled "Action
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Question".

N O T E
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The Questions, Voice Menu prompts and the Company Greetings are all stored in
the same directory (SALUTE). Be sure that you do not select a number already
assigned to a Voice Menu prompt or Company Greeting. Refer to the Company
Menu to see company greeting prompt numbers.

Action: Send to Directory
This option allows callers to transfer themselves to directory assistance.

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Action: Send to Login
This action allows callers to access mailboxes to retrieve and send messages. The caller is asked to
enter the mailbox number to be transferred to and then asked to enter the mailbox password to
retrieve messages.

Action: Send to Main Greeting
This action transfers callers to the Company Main Greeting. This option transfers callers back to the
point where they first called the Perfect Voice Office Pro system.

Action: Ask for Password

This action restricts access to sensitive areas of the voice menu. Callers selecting this option must
enter correct password to get to the next menu level.
Additional information:
Enter a password in the box labeled "Password".

Enter a menu number in the box labeled "Next Menu".
N O T E
The caller is given three opportunities to enter a correct password before the
system terminates the connection.

Action: Disconnect
This action allows callers to disconnect from the Perfect Voice Office Pro system.

Action: Get Transfer Mailbox
Use this action to allow callers to transfer directly from within the voice menu to a desired extension.
When a caller selects this option from a voice menu, a second prompt, which must be recorded,
should tell callers to "Enter the extension number of the person that you wish to speak with." The
system then tries to transfer to the desired extension.
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Additional information: Enter the Prompt number in the box labeled "Action Prompt".

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Action: Send Requested Fax (available with fax module)
This action prompts the User to enter the document number of the fax document. The system also
prompts the caller to enter their fax machine number including area code.
Additional information: Enter a menu number in the box labeled "Next Menu".

Action: Send Predefined Fax (available with fax module)
When you use this action, the system does NOT prompt the User to enter a document number. The
system sends the document number entered on this screen. The system prompts the caller to enter
their fax machine number including area code.
Additional information: Enter a FAX document number.

Enter a mailbox number in the box labeled "Mailbox".

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Action: Send to Voice Mail Record Tone
This action sends the caller directly to the Beep to begin recording a message in the mailbox that the
voice menu is configured on. This option does not play another greeting before the caller hears the
beep to begin recording.

Action: Send to Voice Mail
Use this option to play the no-answer greeting or gone home greeting of the mailbox that the voice
menu is configured on. This option plays the greeting and then a trailer message (MESS080.VOX)
that informs the caller to record the message after the tone and to press # when finished for more
options.

Action: Lap Current Mailbox
When a caller selects this option, Perfect Voice Office Pro activates the User's pager. The User may
then pick up the call from any telephone.

Action: Page Current Mailbox
This option acts just like Post-Transfer Paging. When a caller selects this option, they are placed on
hold while Perfect Voice Office Pro makes an intercom page announcement. After paging, the caller
is transferred to the User's extension. If the User does not take the call, the caller is transferred back
to voice menu.

Action: Beep Caller Phone Number
This option acts just like Send Beeper Message, an option that is available in all mailboxes. A caller
selecting this option is prompted to enter his/her phone number using the telephone keypad. The
DTMF digits that are entered are then sent to the User's Alphanumeric pager.
N O T E
The User must have an Alphanumeric pager that is configured in the Notification
of the User's mailbox.

Action: Get Transfer Phone Number
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This action prompts the caller to enter a telephone number to transfer to.
Additional information: Enter the required prefix for accessing an outside line in the box labeled
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"Prefix".

Action: Record Conversation
This option is available on PBXs only, and acts like a barge in conference. If the telephone system
does not offer a "record conversation" option, the option puts the caller on hold, simulates a
conference call with the specified mailbox, and records the conversation.
Additional information: Enter a mailbox number in the box labeled "Mailbox".

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Action: Goto Express Voice Mail
This action allows callers to transfer directly to a mailbox, hear the name recording (not the greeting)
followed by a beep, and leave a message.
Additional information: Enter a mailbox number in the box labeled "Mailbox". Enter a language
number in the box labeled "Language".

Action: Get PIN Number

This action allows callers to enter a PIN number. A PIN number call routing table must be set up
and the appropriate sub menu or nothing will happen when the caller enters the PIN number. The
call routing table directs the caller to the sub menu in this voice menu.
Additional information: Enter the prompt number in the box labeled "Action Prompt". In the
adjacent box, enter the number of retries the caller will have to enter a correct PIN number. The
action prompt will re-play this number of times. In the box labeled "Invalid", you must enter a sub
menu number level that the caller will go to if he or she does not enter a valid PIN number in the
number of attempts allowed.

Action: Get Caller ID
This option prompts the caller to enter their telephone number. The number entered is then
displayed as Caller ID on the User's desktop.

Action: Get Destination from DB
This is used with the Active X module and it will pass information to the pop-ups.

Action: Send to Operator
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This will send the caller to either the personal o perator oaf a mailbox or the default company
operator.

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Action: Send to Requested Voice Mailbox
This caller will be prompted for the mailbox that they wish to go to and the call will be transferred
directory to the greeting of that mailbox without ringing the telephone.

3 - Assigning a Schedule to the Voice Menu
If the voice menu will be activated based upon a schedule, select "Use Schedule" and enter the
schedule number in the field that appears. To view the schedule, select Mailbox -- Menu Schedule
from the Main Menu. Refer to "Creating Menu Schedules -- Voice Menu Schedules" for more
information.
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4 - Activating Your Voice Menu
The Voice Menu may be activated at either the Mailbox level or the Company level.
Mailbox Level
To activate the voice menu, On the "Transfer
Option Tab" in the Mailbox screen of the
individual mailbox, select the "Voice Menu"
option. Select the desired voice menu from
the drop-down list.

Company Level
On the Greetings Tab in the Company screen of the individual company, select the "Start with Voice
Menu" option. Click on the drop-down menu and select the name of the voice menu file to use.

N O T E
When the Company starts with a voice menu, the Holidays will only take effect if
the Prompt field says Company. This tells the Voice Menu to use the Prompt
defined on the Greetings tab of the Company screen and to check if the current day
is a holiday.

5 - Recording Voice Menu Prompts
Once a voice menu is created and all options desired are added, the prompts and questions must be
recorded.
Choosing a Prompt Number:
Salutation prompts (Company Greetings, Voice Menu prompts, and Voice Menu questions) are
exclusive from regular System Prompts. Salutation prompts are stored in the SALUTE directory. The
prompt number may be any 3-digit number between one and nine hundred ninety-nine (001-999).
However, the SALUTE directory includes the Company Greetings and additional prompt numbers
you may record. Be sure not to select a number that is already assigned to a Company Greeting or
another recording. Refer to the company menu to see company greeting prompt numbers.
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System prompts are stored in a separate directory (WINVM) so you do not have to be concerned
with the prompt numbers assigned to regular system prompts.

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Recording the Prompt:
It is recommended that you write a script to ensure that you offer all of the options for every menu.
You must record this prompt the same way that you record your company greetings. See "Recording
System Prompts and Company Greetings" in this manual.

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Demonstration Voice Menu
Since voice menus offer so much flexibility, it is impossible to describe all of the possible
applications. For the purpose of simplicity and clarity, the following demonstration shows several
useful applications:
N O T E
Plan your voice menu
When recording the prompts, mention all options available to callers.
Always allow callers to exit at any time or return to a previous menu.
Test the voice menu thoroughly. Try all options to ensure that each
prompt and action works as you intended.

Example A: Enhancing Direct Department Access
Direct department access may be obtained without the use of Voice Menus by entering the extension
of the particular department in the Single digit field of the Company Screen. However, you may wish
to enhance this function with voice menus for each department, allowing callers to select particular
extensions, place orders, obtain company information, etc.
Steps:
1. Design the Voice Menu
2. Create the Voice Menu
3. Attach the Voice Menu to a Mailbox
4. Permit callers to access the Voice Menu

Step 1: Design the Voice Menu
Decide EXACTLY what callers will hear at each level, and what will happen with each option
chosen. Decide what each greeting will say (one greeting will be required at each level), and assign it
a greeting number. Some standards should be kept in mind when designing the Menu:
Keep the options in sequential order. For example:
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DON'T: "Press two for Technical Support, or one for Sales."
DO: "Press one for Sales, or two for Technical Support."
Always allow an option to exit the Voice Menu. Whether the default is Send to Main
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Greeting or Disconnect, ensure that callers will not get caught in "Voice Mail Jail".

Our design is as follows:
At the Main Greeting, callers will hear GREETING NUMBER: 100: "Thank you for calling the
ABC Company. If you know your party's extension, please enter it now. Press one (1) for the Sales
Department, or two (2) for Technical Support. For a complete directory press *, or remain on hold to
speak with an operator."

Press 1 for Sales Department:
If Callers press 1 for Sales, they will be offered the following options: GREETING NUMBER: 101
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"Press one (1) to place an order automatically. Press two (2) for Canadian Sales. Press three (3) for
US Sales. To repeat these options, press 9."
Press 1 to place an order:
If Callers press one (1) to place an order, they will be asked the following questions:
"Please state your name now."GREETING NUMBER: 103
"Please state your address now."GREETING NUMBER: 104
"Please state your Purchase Order Number now."GREETING NUMBER: 105
"Please state the item reference number now."GREETING NUMBER: 106
"Please state your telephone number now."GREETING NUMBER: 107
Press 2 for Canadian Sales:
If Callers press two (2) for Canadian Sales, they will be transferred directly to Extension 110.
Press 3 for US Sales:
If Callers press three (3) for US Sales, they will be transferred directly to Extension 112.

Press 2 for Technical Support:
If Callers press 2 for Support, they will be offered the following options: GREETING NUMBER
102 : "Press one (1) to leave a message for the technician on call. He will be paged and will return
your call within the hour. If your call is of a more urgent nature, press two (2) to page the technician
directly. Otherwise, press # to return to the previous menu."

Step 2. Create the Voice Menu
There will actually be two (2) Voice Menus. The first will be called SALES, and the second will be
called SUPPORT.
Sales
Option one (1) is place an order, so we will ask a series of questions (listed above), record them all in
one mailbox (each answer is appended to the previous one and stored as one message in Mailbox
200) and send callers to the next sub-menu until all of the questions have been asked. Options two
(2) and three (3) in the Sales Menu indicate to send callers to the various Sales departments. For this
example, we are sending callers directly to extensions to speak with a live person, so we choose the
Send to Mailbox option and enter the mailbox number of the person associated with the desired
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extension. Option one (1) sends the caller to the Voice Mail of Mailbox 205, which is the Technical
Support Mailbox for this example. The caller then hears a greeting and leaves a message. A
notification schedule will be attached to this mailbox that notifies the on-call technician. Option two
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(2) prompts the caller to enter his/her phone number, and the technician is paged on his beeper with
the entered number. The caller can exit the menu by pressing pound (#) to return to the Main
Greeting. Set the default (D) option to Send to Main Greeting. This is to ensure that callers do not get
trapped in "Voice Mail Jail".

Step 3: Attach Each Voice Menu to a Mailbox
Now that the Voice Menus are created, they must be attached to a mailbox. We will assign Voice
Menu SALES to Mailbox 800, and SUPPORT to Mailbox 801. These two mailboxes are phantom
mailboxes. A phantom mailbox is a mailbox with no physical extension. These mailboxes must be in
their own Class of Service, with the following options:

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Message Lights DISABLED
Call Blocking Enabled (and activated)
Login/Logout Enabled (and Logged In activated)
The Transfer options tab for each of these Mailboxes will be as follows:
Notification on the Transfer Options tab associated with Mailbox 801 (SUPPORT) will be set set to
All. This is because the option Beep Caller Phone Number is provided. Verify in the Class of Service
associated with this mailbox that, although message lights are DISABLED, Beeper and Outcall are
ENABLED. A notification schedule must also be set up in this mailbox (801) to outcall to a beeper.
The Voice Menu will refer to this schedule to perform the Beep Caller Phone Number option.

Step 4: Permit Callers to Access the Voice Menu
The final step is to allow users to access the Voice Menu. Refer to the Company Greeting prompt in
the design (Step 1).
Option one (1) is transfer to the Sales department, so we are actually transferring to Mailbox 800,
which defaults to the Voice Menu, and likewise for the Support Menu. This setup is declared on the
Company Screen in the Single Digit Option.
For Single Digit 1, enter 800.
For Single Digit 2, enter 801.
TIP: To allow Callers to dial an extension directly while they are in the Voice Menu, activate the
check box that says Allow Extension Dialing.

Example B: Personal Voice Menu
Voice Menus can be created for individual Users, or a general voice menu can be created that will be
attached to a group of mailboxes.
Steps:
1. Design the Voice Menu
2. Create the Voice Menu
3. Attach the Voice Menu to a Mailbox
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Step 1: Design the Voice Menu
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Our design is as follows:
When callers reach your mailbox, they will hear your personal greeting: MAILBOX PERSONAL
GREETING: "I can't come to the phone right now. I am either away from my desk or on another
line. To try me on my cellular phone, press 1. To speak with another representative, press 2. To page
me over the intercom, press 3. To transfer to the receptionist, pres 0; to access the company directory
press (*); otherwise, stay on the line to leave me a message."
If Callers press (1) for your cellular phone, they are transferred to phantom mailbox 802 that is set up
to perform a Centrex transfer to your cellular phone.
If Callers press two (2) to speak with another representative, they are sent back to the main company
greeting to enter another extension.
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If Callers press three (3) to send you a fax, the fax card receives the fax through the Fax Mail utility
(Fax Mail must be installed for this option to work).
If Callers press (0) to speak with the receptionist, they are transferred to mailbox 100.
If Callers press (*), they are sent to the dial-by-name directory.
Step 2. Create the Voice Menu
To identify this voice menu, it will be named MBX500, since it will be attached to mailbox 500 for
this scenario.
Step 3: Attach Each Voice Menu to a Mailbox
The next step is to attach the voice menu to mailbox 500 so that callers are greeted with it when they
reach the mailbox. The Transfer options tab mailbox 500 will be as follows:
Activate Post Transfer Paging (Remember that if you offer the option for callers to page you,
post-transfer paging must be activated in your mailbox):
Activate Logged in
Activate Voice Menu and select MBX500

Example C: Starting with a Voice Menu and Using a Schedule
This example assumes that the company is open Monday through Sunday, but requires a different
menu on Thursdays, and yet another on Fridays, due to the shifts that are assigned to the employees.
Therefore, a schedule will be used to accommodate this. Saturday through Wednesday, menu 1 of
voice menu ABCCO will greet callers. Thursday, menu 2 of voice menu ABCCO will greet callers,
and Friday, menu 3 of voice menu ABCCO will greet callers.

Steps:
1. Design the Voice Menu.
2. Create the Voice Menu.
3. Create the Schedule.
4. Permit Access to the Voice Menu.
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Step 1: Design the Voice Menu
Our design is as follows:
When callers reach the main company greeting, regardless of the day of the week, or whether or not
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the company is open or closed, they will hear GREETING NUMBER 120:
"Thank you for calling the ABC Company. If you know your party's extension, please enter it now.
If this is an emergency, press one (1) to page the technician on call. For a company directory press
(*); otherwise, please remain on the line to speak with the receptionist."
Press 1 to page the technician
If they press (1) to page the technician on call on any day between Saturday and Wednesday, they
are transferred to mailbox 400, the on-call technician's mailbox.
If they press (1) to page the technician on call on Thursday, they are transferred to mailbox 410, the
on-call technician's mailbox for that day.
If they press (1) to page the technician on call on Friday, they are transferred to mailbox 425, the on-
call technician's mailbox for that day.

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Step 2. Create the Voice Menu
To identify this voice menu, it will be named ABCCO, since it is used for the entire ABC Company.
Create SubMenu 1:
Option 1-Action Send to Mailbox 400
Option *-Send to Directory
Option D-Send to Mailbox 100

Create Sub Menu 2:
Option 1-Action Send to Mailbox 410
Option *-Send to Directory
Option D-Send to Mailbox 100

Create SubMenu 3:
Option 1-Action Send to Mailbox 425
Option *-Send to Directory
Option D-Send to Mailbox 100

Step 3: Create the Schedule
To access the schedule, select Menu Schedules from the Mailbox menu on the main screen. Since
Menu 1 is the default menu, it is not necessary to define the time frame when Menu 1 will be active.
Simply select the days and define the hours for both Thursday (Menu Number 2) and Friday (Menu
Number 3).

Step 4: Permit Access to the Voice Menu
Finally, to let callers access the menu, ensure that it is activated on the company screen by selecting
it from the drop down list on the Greetings tab in the Start With Voice Menu column.
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Voice Menu Worksheets
Voice Menu:

Sub Menu Number:

Sub
Option# -- Action
Password
Next
Mailbox Action Sub Menu Prompt
Menu
Menu
Question
 Prompt
1 -
2 -
3 -
4 -
5 -
6 -
7 -
8 -
9 -
0 -
# -
* -
D -
Prompt/Question #____: ___________________________________________________________
_________________________________________________________________________________

Voice Menu:

Sub Menu Number:

Sub
Option# -- Action
Password
Next
Mailbox Action Sub Menu Prompt
Menu
Menu
Question
 Prompt
1 -
2 -
3 -
4 -
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5 -
6 -
7 -
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8 -
9 -
0 -
# -
* -
D -
Prompt/Question#____:____________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________

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Section

11

11 - Creating Global Menu Schedules
Menu schedules allow you to create exception tables that can be associated to Company templates,
mailbox templates and regular voice menus. The system allows a company to create up to 99 global
schedules. Each schedule allows you to create up to 10 different exceptions. Each exception can be
used for:
Voice menu Schedules
E-Mail Schedules
Caller Routing Table (Caller ID and PIN Number)

Menu schedules may be accessed from the Main Menu. Select Mailbox from the top-line menu and
select Menu Schedules.

The Schedule screen appears. As mentioned above, schedules may be applied to Voice Menus, E-
Mail, or Call Routing Tables. The last column changes depending on what the schedule applies to.
For Voice Menus, the last column is "Menu Number", E-Mail - "Delete (Y/N)", and Call Routing
Table - "Destination".

N O T E
Each schedule number can have only one function. For example, Schedule 1 can
be for a voice menu or E-mail or Call Routing.

Voice Menu Schedules
Applying Menu Schedules to Voice Menus allows you to allocate exceptions based on day of the
week and time of day. This is illustrated in the following example.

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Menu Schedule for Voice menus-Example:
1. First create a Voice Menu. In this voice
menu from Monday to Friday, callers have
the option to leave a message for the User,
try the User on their mobile, or send a fax.
NOTE: Click Use Schedule to map this
Voice Menu to a global Menu Schedule you
will create. This Voice Menu is mapped to
Menu Schedule 1.

2. Create Menu #2 (the exception menu
for this Voice Menu). Menu Number 2
for the CHRIS Voice Menu specifies the
default action to be to transfer to a
mailbox. This mailbox includes the
outdial code and number of the User's
home.

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3. Create the Menu Schedule. On Saturday to Sunday, we want calls to be directly routed to the
User's home between 8 AM and 5 PM. The global Menu Schedule includes an exception
schedule for Saturday and Sunday.

In this example the Menu schedule would be set up to have:

From
To
From
To
Menu
Saturday
Sunday
0800 1700 2

From the top-line menu bar of the Main
Menu, select Mailbox, select Menu
Schedules.
For "Schedule Applies To:", select Voice
Menu.
Enter the appropriate information in the
columns. This Menu Schedule tells the
voice menu associated to it to use menu
number 2 in the voice menu CHRIS on
Saturday and Sunday from 8 AM to 5 PM.
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E-Mail Schedules
E-mail schedules may only be used if Perfect Voice Office Pro is configured for MAPI integration.
You may create E-Mail schedules to schedule when the system will send voice and fax mail
messages to the Users e-mail. Rather than setting up individual delivery schedules for every User,
you may set up global templates and associate it to individual Users using the "Apply Schedule"
option on the Mailbox: Other Options tab.

Menu Schedule for E-Mail -Example:
1. First, create a global e-mail deliver schedule
within the Menu schedule form. We will set
up Perfect Voice Office Pro to deliver all voice
and fax messages to the User's e-mail from
Monday to Friday, 24 hours a day and to delete
the original message off the Perfect Voice Office
Pro system after the e-mail delivery.
From the top-line menu bar of the Main
Menu, select Mailbox, select Menu
Schedules.
For "Schedule Applies To:", select E-Mail
Schedule. Note that the last column
changes from "Menu Number" for Voice
Menus to "Delete (Y/N)" for E-Mail
Schedules.
Enter the following information in the appropriate columns:

From
To
From
To
Delete
(Y/N)
Monday Friday
0000 2359 Y

2. Apply the Schedule to the User's mailbox.
To assign the E-Mail schedule to a User's
mailbox:
From the Main Menu, select the Mailbox
button, select the Other Options tab.
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Under "E-Mail Options", enter the
Username and E-Mail Address of the
User. Select "Send E-Mail with New
Messages". Since we chose to delete the
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original message from voice mail in the E-
Mail Schedule, select "Attach Voice File to
Message" to attach it to the e-mail
message. Select "Apply Schedule" to
apply the E-Mail Schedule just created.
Since we created Schedule 1, enter 1 in the
box that appears. NOTE: Schedules apply
to both voice mail and fax mail messages. If you choose to "Send E-Mail with New Faxes",
you must also attach the fax file to the message in order to access it, since the schedule
specifies to delete after sending.

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Call Routing Table Schedules
Menu schedules may also be used to create exemptions for the Call Routing tables in Perfect Voice
Office Pro. Call Routing Tables may be accessed by selecting "View Call Routing Tables" from
the top-line menu bar of the Main Menu. For more information on how to create a Call Routing
Table, refer to "View-Call Routing Tables" earlier in this section. If Call Routing Tables are used to
associate telephone numbers to specific mailboxes or PIN numbers to specific sub menu numbers,
Menu Schedules may be created to allocate exception times when these numbers will be routed to
other specific extensions or sub menu numbers automatically.

Menu Schedule for Call Routing Table-Example:
In this example, we have created a call routing table to route all telephone numbers in the 864 area
code to mailbox 101. We want to route these calls to mailbox 102 Monday through Saturday from
12:00 PM to 1:00 PM.

1. First create a Menu Schedule to apply to the Call
Routing Table.
From the top-line menu bar of the Main Menu,
select Mailbox, select Menu Schedules.
For "Schedule Applies To:", select Call Routing
Table. Note that the last column changes from
"Menu Number" for Voice Menus, or "Delete
(Y/N)" for E-Mail Schedules, to "Destination" for
Call Routing Tables.
Enter the following information in the appropriate
columns:

From
To
From
To
Destination

Monday Saturday 1200 1300 102

2. Apply the Menu Schedule to the Call Routing Table for Mailbox 101.
From the top-line menu bar of the Main Menu, select
View, select Call Routing Tables.
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Select Add to create the Caller ID Routing Table for
Mailbox 101. Enter the Mailbox Number and the Phone
Number you wish to route to mailbox 101. Select "Apply
Schedule" and enter 1 since we created Schedule 1 for
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this Call Routing Table.
Click OK.

NOTE: The Menu Schedule would be similar for a PIN Number Routing
Table. However, the "Destination" would be a different Sub Menu
Number rather than a mailbox number.

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Section

12
12 - Performing System Administration
over the Telephone
The following section outlines System Administrator functions performed using a telephone keypad.
Although Perfect Voice Office Pro is designed with a comprehensive set of system screens, it is also
possible to perform many of the system's administrative functions via a telephone. Prompts guide
you through these functions.
N O T E
Make sure you read through this section to familiarize yourself with the remote
functions that Perfect Voice Office Pro offers before you use these features.
Accessing the System Administrator Menu
To access the System Administrator menu, perform the following steps:
Pick up your telephone handset and dial the extension that Perfect Voice Office Pro is
connected to.
When you hear the Main Company Greeting, press the # key.
Press the * key.
Enter the System Administrator Password (Default - 9999) when prompted.

N O T E
You may have multiple System Administrators; however, only one System
Administrator may access the system administrative functions at one time.
The System Administrator Menu
In the System Administrator menu, the following options are available:

Press 1 to Configure Mailboxes

Press 2 to Configure Classes of Service
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Press 3 for System Parameters*

Press 4 for System Prompts
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Press 5 for Company Maintenance

Press 9 to Check Faxes

Press 0 to Return to the Auto-Attendant
Press
#
to
Disconnect

*The system parameters option is only available when you log in with the Installer password.

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Create or Delete Mailboxes
Press 1 at the System Administrator's Main Menu to create or delete mailboxes. Once in this menu
you are prompted for the following.

"Enter the first mailbox." Enter the lowest mailbox number in the list.
"Enter the last mailbox." Enter the highest mailbox number. To work with a single
mailbox, enter the same mailbox number as the first mailbox. If you make a mistake, press
star (*) to return to the previous menu.
HINT: Creating a range of mailboxes automatically creates sequentially numbered
mailboxes. You may always delete any unwanted mailboxes later.
"To create the range of mailboxes, press 1; Delete range, press 3."
Press 1 to Create Mailboxes:
If you press 1 to create mailboxes, you are prompted to:
o "Enter the two digit Class of Service for these mailboxes." Enter the mailbox Class of
Service number to describe the features assigned to the mailbox(es) you created. There is
a short pause after you enter this value while the system creates the mailbox(es).
o You receive mailbox creation confirmation and are transferred to the System
Administrator Main Menu.
Press 3 to Delete Mailboxes:
If you press 3 to delete mailboxes, the system prompts you to:
o "To confirm deletion of these mailboxes, press 1, or press star to return to the previous
menu." When you press 1, there is a short pause.
o You receive mailbox deletion confirmation and are transferred to the System
Administrator Main Menu.

N O T E
When deleting mailboxes, all prompts, messages, and settings are removed. When
Reorg is run (default time is 3:00 AM), all prompts and messages are permanently
removed and cannot be recovered.

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Configure Class of Service
Press 2 at the System Administrator's Main Menu to review or modify Class of Service settings.
Once in this menu, you receive the following prompts:

"Enter the two Digit Class of Service number to change; to return to the main menu, press
star." Enter the number of the desired Class of Service.
"Press 1 to review this Class of Service, press 2 to change." To review the settings for the
selected Class of Service, press 1. To change the settings, press 2.
Press 2 to change:
If you press 2 to modify the Class of Service settings, you are prompted to "Press 1 for yes,
press 2 for no" for each of the following Class of Service settings:
"Allow Message lights"
"Allow Beeper Message Delivery"
"Allow Phone Message Delivery"
"Allow Long Distance Message Delivery"
"Allow Call Screening"
"Allow Call Forwarding"
"Allow Call Blocking"
"Allow Busy Hold"
"Allow Call Queuing"
"Allow Pre-Transfer Paging"
"Allow Post-Transfer Paging"
"Allow Distribution Lists "
"Allow Directory Registration"
"Allow Message Confirmation"
"Allow Message Recovery"
"Allow Login/ Logout"
"Allow Access to Administrator Functions"
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"Enter Maximum number of messages allowed"
"Enter Maximum message length"
"Enter Maximum days to save message"
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"Enter Maximum rings for Call Progress"
"For No Transfer Supervision, press 1; For Busy Only Supervision, press 2; For
Busy No Answer Supervision, press 3; For Multilingual Supervision, press 4"
"Enter mailbox language number"

Press * to exit the System Administrator's Main Menu.

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System Parameters
Press 3 at the System Administrator's Main Menu to modify the System Parameters. (The System
Parameters option is only available when you log in with the Installer password.) Once in this menu
the following prompts are available:
"Enter the parameter number, followed by the new value for that parameter. Press
pound when complete." For example, if you wish to change the Extension Length of the
mailboxes (Parameter 144) in the system to two (2), after the prompt press [144] followed by
[2] followed by [#].
When you have finished entering the new parameters, press # to return to the System
Administrator Main Menu. Press # to exit the System Administrator Main Menu.

N O T E
The system does not confirm the entered value. The same prompt is played back
after each entry. All parameters MUST be entered as three (3) digits. Parameter
twelve (12) MUST be entered - 012.

The telephone keypad values for the special characters utilized by the telephone system and the
Perfect Voice Office Pro system are as follows:

Name
Character
Phone
Code

Flash Hook

&

*1

Pause

,

*2

Extension

E

*3

Sender's Extension

S

*4

C.O.

C

*5

Mailbox

M

*6
Code
for
Inband $ *7

Underscore

_

*8

Blank

-

*9
Pound
# *0
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Star

*

**

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When you have finished entering the new parameters, press # to return to the System
Administrator Main Menu. Press * to exit the System Administrator Main Menu.

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Recording System Prompts and Company Greetings
Pressing 4 at the Main Menu gives you the following options.
"For System Prompts, press 1; For Company Greetings, press 2." The System Prompts
are the prerecorded messages listed in the Appendix. The actual prompt files are located in
the WINVM directory. The Company Greetings are the personal salutations that callers hear
when they call your company (i.e. - Good morning...you have reached the ABC company...)
as well as voice menu prompts. These prompts are located in the SALUTE directory.
Press 1 to Record System Prompts:
When you press 1 to Record System Prompts, you are prompted to:
"Please enter the three digit system prompt to review." Refer to the Appendix for System
Prompts and their prompt number.
You now hear the System Prompt you have chosen. When the playback ends, the following
options are available: "To accept, press 1; review press 2; re-record prompt, press 3;exit,
press star (*)."
NOTE: "Record" deletes and replaces the original prompt.
Press 3 to record. After the tone, begin speaking in a clear, slow voice. When you finish,
press #.
The new prompt automatically plays for your review. When the prompt ends, you are asked
to choose one of the following options:
"To accept press 1; review press 2; re-record press 3; exit, press star (*)".
If you are satisfied, press 1. If you are not, re-record the prompt by pressing 3.
If you are satisfied and accept the recording, you are transferred to the System
Administrator's Main Menu.

Press 2 to Record Company Greetings:
When you press 2 to Record Company Greetings, you are prompted to:
"Please enter the three digit Company Greeting to create or review."

N O T E
The Company greetings are prompts set up on the Company Menu. The numbers
you use MUST be entered on the Company Menu in the Greeting Times/Prompts
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section of the screen. In addition, voice menu prompts are created by pressing 2.

You now hear the Company Greeting/Voice Menu prompt you chose, if it was previously
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recorded.
When the recording ends (if a greeting was previously recorded), you are asked to choose
one of the following: "To accept press 1; review press 2; re-record press 3; exit, press
star (*)".
NOTE: "Record" deletes and replaces the old greeting/prompt (if one was recorded).
Press 3 to record. After the tone, begin speaking in a clear, slow voice. When you finish,
press <#>. HINT:
Try to eliminate all background noise. If possible, use a telephone
within your office. Accessing Perfect Voice Office Pro through outside lines may result in
additional background noise.
The new greeting/prompt automatically plays for your review. When it ends, you are
prompted to select one of the following options: "To accept press 1; review press 2; re-
record press 3; exit, press star (*)".

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If you are satisfied, press 1. If you are not, re-record the prompt by pressing 3.
If you are satisfied, and accept the recording, you are transferred to the System
Administrator's Main Menu.

Change the Holiday Greeting
Press 5 at the System Administrator's Main Menu to change the Holiday Greeting menu. Once in
this menu you are prompted for the following:
"Please enter the two digit Company number." Enter the number of the company that
you wish to modify.
"To listen to existing holidays press 1; add a holiday, press 2; delete a holiday press 3;
return to the previous menu press star (*)." Press 1 to review the dates and greeting
numbers of existing holidays on this particular company, press 2 to input a new holiday date
and prompt number, and press 3 to remove an existing holiday date and prompt number.

Press 1 to listen to existing holidays:
If any holidays exist, Perfect Voice Office Pro plays the date and greeting number of each
holiday assigned to this particular company.

Press 2 to add a holiday:
When you press 2 to add a holiday, you are prompted for the following:
o "Enter the 4 digit Holiday date, Month then Day." For example, Christmas Day
(December 25) would be entered 1225.
o "Enter the 3 digit Holiday Salutation." For example, if you wish to use Prompt 10, it
would be entered 010.
N O T E
When adding holidays, please remember that you MUST record the Holiday
Salutation. To record these salutations, please refer to "Recording System Prompts
and Company Greetings".

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Press 3 to delete a holiday:
When you press 3 to delete a holiday, you are be prompted for the following:
"Enter the 4 digit Holiday date to delete, Month than Day." For example, to remove
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Christmas Day (December 25) from the holiday list, enter 1225.
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Optional
A

pplications

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Section

1
1 - Enabling AMIS Networking
Audio Messaging Interchange Specification, or AMIS, is a series of standards that enables voice
messaging systems produced by different vendors to network or inter-network. Before AMIS,
systems from different vendors could not exchange voice messages. AMIS has two specifications:
AMIS-Digital and AMIS-Analog. The Perfect Voice Office Pro system is AMIS-Analog compatible.
The AMIS-Analog specification calls for the use of DTMF tones to convey control information and
transmission of the message itself in analog form. This means that the Perfect Voice Office Pro
system may be networked to other Perfect Voice Office Pro systems and/or other vendors' voice
messaging systems that are also AMIS-Analog compatible. With AMIS networking, Users from
different locations can communicate as if they are all on the same voice mail system.
To set up an AMIS system, follow these simple steps:
Step 1: Design the Network
Step 2: Enable AMIS Networking With the System Configuration Wizard
Step 3: Add and define AMIS network sites

Step 1: Design the Network
Before you build your network site database, you need to decide which type of network you want to
create and gather information about each site. There are two basic approaches for building your
network site database. It is recommended that you create a controlled network.
Controlled Network: A controlled network is one in which an administrator knows where
every site is located and manually registers all network sites. Under this scenario, each location
has a unique site number and all sites have an identical network site database with regard to the
numbering plan. The advantage to this method is that a single list of site numbers may be
distributed to every secondary site just as you would a phone list.
Open Network: An open network is one in which the network site database is built
automatically. When any AMIS-compatible system calls a site for the first time, during the
"handshake", the new site is added to the local site's network site list. The newly registered sites
are added to the list counting backwards from 999. This means that the system administrator has
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no control over which site number is assigned to a newly registered site.
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Below are steps for creating a controlled network:
1. Make a list of your network sites using the AMIS Network Sites worksheet located at the
end of this section. Include site number, name, location, and System ID #.
2. Identify access codes from each site to the other sites. Example: It is a long distance call
when Oakland calls London; it is a local call when San Francisco calls Oakland, etc. See
below.
Site 1: Oakland
* 1. Oakland
2. London
3. San Francisco
Site 1
Oakland
Long Distance
Local
Site 3
Site 2
S. Francisco
London
Long Distance
Site 3: San Francisco
Site 2: London
1. Oakland
1. Oakland
2. London
*2. London
* 3. San Francisco
3. San Francisco
*Indicates Local Site

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Step 2 - Enable AMIS Networking With the System Configuration
Wizard
To implement AMIS Networking, the PERFECT.INI file must be modified. The System
Configuration Wizard modifies the PERFECT.INI file for AMIS.
NOTE: The sentinel key must also be enabled for AMIS Networking.
From the Desktop of Perfect Voice Office Pro, Select Start
Select Programs -- Perfect Voice Office Pro PVOConfiguration Wizard
Highlight AMIS Settings
Click the Modify button
Set the AMIS Installed setting to Yes
Set the AMIS Initial Delay setting to 3
Save the changes and exit

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Step 3: Adding and Defining AMIS Network Sites
Log on to Perfect Voice Office Pro
Click the Company drop-down menu and select A.M.I.S.
Referring to the completed worksheets included at the end of this section, fill in the
necessary information

General Information
Fields listed under General Information refer to the remote AMIS site.

Site Number
This field designates a unique number of this AMIS site. Every network site is assigned a unique
number from 1-999. This is used to reference site records.
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Description
This field is a description of the site. Typically, it is the company name of the site.
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Location
This field designates where the site is located. Typically, it is the City and State for U.S. locations
and City and Country for international locations.
Site ID Number
This field identifies the system ID number of the remote site. AMIS has strict guidelines on the
format of a system ID. It is composed of three numeric fields using the characters 0-9 and each field
is terminated with a # (pound sign). The maximum length of the System ID Number is 18 characters
and the minimum is 3 characters. There are two types of System ID Numbers, public and private.
Public System ID Numbers are for all sites that can be direct dialed using the public telephone
network. These ID numbers are always in the format of ccc#nnn#sssssss#, where the value "ccc" is
the international country code (1-4 digits), the value of "nnn" is the national significant number (area
or city code of 0-14 digits) and the value of "sssssss" is a local subscriber number of 0-14 digits. All
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locations in North America must use the format of 1#aaa#sssssss# where "aaa" is the area code and
"sssssss" is the local telephone number.
Private System ID Numbers are for all sites that are accessible through a private network or behind a
PBX. These always have the format 0##nnnnnnn# where "nnnnnnn" is a site defined number. The
site-defined number is typically the extension number of the site. The value "nnnnnnn" can be from
0-14 digits.
Callback Number
This field defines the dialstring, or number, to be dialed to call this site. This number should include
any necessary access numbers (1 or 011); however, do not include the trunk access code (usually 9,).
Access Codes
This field identifies whether the call is to a private, local, long distance, or international number. The
choices for Access Codes are: Private Number

Local Number

Long
Distance
Number

International Number

AMIS Parameters
Fields listed under AMIS Parameters refer to the local AMIS site.
LoopBack Request ID
This field designates the AMIS loopback test number for this site. For LOCAL sites, this defines the
loopback test for incoming calls from other sites. For example, 987654 may be the loopback request
ID.
Admin Message User ID
This field defines the User ID to receive messages that can not be delivered or messages that can not
be returned. The default value for this field is blank. If the field is left blank, then these types of
messages are deleted. This field is only used for LOCAL sites, not for REMOTE sites.
System ID Number
This field identifies a unique string that identifies this site to all other sites that it may ever contact
and also identifies the callback telephone number. AMIS has strict guidelines on the format of a
system ID. It is composed of three numeric fields using the characters 0-9 and each field is
terminated with a # (pound sign). The maximum length of the System ID Number is 18 characters
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and the minimum is 3 characters. There are two types of System ID Numbers, public and private.
Public System ID Numbers are for all sites that can be direct dialed using the public telephone
network. These ID numbers are always in the format of ccc#nnn#sssssss#, where the value "ccc" is
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the international country code (1-4 digits), the value of "nnn" is the national significant number (area
or city code of 0-14 digits) and the value of "sssssss" is a local subscriber number of 0-14 digits. All
locations in North America must use the format of 1#aaa#sssssss# where "aaa" is the area code and
"sssssss" is the local telephone number.
Private System ID Numbers are for all sites that are accessible through a private network or behind a
PBX. These always have the format 0##nnnnnnn# where "nnnnnnn" is a site defined number. The
site-defined number is typically the extension number of the site. The value "nnnnnnn" can be from
0-14 digits.

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AutoAdd NEW Sites
If this field is set to Y (YES), sites that are not registered are automatically added to the network
database. The Description of auto-added sites shows the date the site was auto-added. The newly-
added site takes the highest available site number.
Digit Timeout: For Send/For Receive
These fields specify the total length of time to wait for all digits before timeout occurs.
Packet Delay: For Send/For Receive

These fields specify the length of time to wait between packets before timeout occurs.

AMIS Options
Journal Sessions?
If this field is checked, then information about this session will is logged to a disk file. Incoming
calls are kept in the file "C:\WINVM\AMIS000.LOG". Outbound calls are kept in the file
"C:\WINVM\AMISnnn.LOG", where "nnn" is the site number. If this is a local site, then this
applies to all incoming and outbound calls to or from this site. If this is a remote site, then this
applies to all outbound calls to this site. If not checked, then journaling is disabled for this site.
Accept Incoming
If this field is selected, then incoming network calls from any REMOTE site are accepted. If it is not
selected, then calls from any REMOTE site are rejected causing the REMOTE site to return the
messages to the senders.
Accept Broadcast ID
If this field is selected, then incoming network calls may access public broadcast lists. If it is not
selected, then incoming messages for public broadcast will be rejected.
End Record Any
If this field is selected, then recording of incoming messages will terminate on any DTMF tone. This
is an AMIS compatible value. However, this causes any messages that contain partial DTMF tones
to be rejected. The default is for this field to remain unselected. This causes any DTMF tones other
than a valid "*" tone to be ignored. This field should remain unselected.
Place Outbound
If this field is selected, calls may be placed to this remote site. If it is not selected, calls will not be
placed to this remote site. If not selected, the Send and Forward options in the User Mode menus
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will not allow the selection of this remote site as a destination for a message.
Ask for Special
THIS FIELD IS NOT YET IMPLEMENTED. If this field is selected, upon calls placed to this
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remote site, Perfect Voice Office Pro will verify the version of networking being used on the remote
site. If the version is the same as that of Perfect Voice Office Pro, then enhanced AMIS protocol will
be used to communicate between the systems. If it is a different version of networking, then Perfect
Voice Office Pro will use the standard version of AMIS to communicate. If calls to this remote site
fail, and the site is using a different version, then unselecting this field will cause Perfect Voice
Office Pro to only use standard AMIS networking when communicating with this site.
New Messages to Send
THIS FIELD IS NOT YET IMPLEMENTED. If this field is selected, then network management
automatically checks to see if this site has messages waiting for delivery. Selecting this field forces
a re-check for outbound messages. If this field is not selected, outbound delivery attempts are
cancelled until more messages are queued.
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Send Site Name
THIS FIELD IS NOT YET IMPLEMENTED. If this field is selected, then the site name is
transmitted as part of the AMIS message. If not selected, then no name is transmitted.
Unlisted Site
THIS FIELD IS NOT YET IMPLEMENTED. This field defines whether this site is listed in the
Network Assistance Menu. Network Assistance is used to assist in selecting a site number and is
available in User Mode when sending or forwarding a message. It is invoked by selecting 0 as the
site number. Selecting this field defines this remote site as unlisted. If the field is unselected, the
site is listed.
Consec Fails Stop
THIS FIELD IS NOT YET IMPLEMENTED. This field is used to shutdown outbound calling to
this site if there are too many consecutive failures. When the number of consecutive failures reached
this value, then the field New MSGS to Send? will be set to "N". The consecutive failures count is
only reset to zero when the called site acknowledges a network call, or when the operator clears the
count.
Minimum Recall
THIS FIELD IS NOT YET IMPLEMENTED. This field specifies the number of minutes, which
must elapse before attempting a second, and ensuing, outbound calls to this site. The time between
ensuing recalls is increased by this value with each retry until the number of recalls the value in the
Maximum Recall field. For example, if this field is set to 2, then Perfect Voice attempts a second
call 2 minutes after the first, four minutes after the second, etc. until the number of minutes in the
Maximum Recall field is reached. Retries continue within the value of the Maximum Recall field
until the Consecutive Fails Stop value is reached.
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Optional Applications

Maximum Recall
This field specifies the maximum number of minutes between retries of outbound calls until the
value of Consecutive Fails Stop is reached.
Msg Send Exp Hours
THIS FIELD IS NOT YET IMPLEMENTED. This field defines the expiration time period of
messages waiting to be sent via the network. Any undelivered message that has reached expiration is
marked as expired and non-deliverable and be returned to the sender (or to the LOCAL site
operator). Setting this value too low causes messages to be returned unnecessarily. Setting this
value to 0 disables the expiration option. The default value for this field is 24 hours.
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AMIS Network Sites Worksheet
Site Name Location
System
ID
#
CallBack
#
Number

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Section

2
2 - Local Area Paging (L.A.P)
This feature allows Users to be paged on a beeper when they receive a call or a new message. L. A.
P. can be especially useful for Users that are often away from their desk or out of range of the
operator overhead/PBX page. Users can pick up the call from any telephone. This section presents
the steps needed to install the paging transmitter system, modify the PERFECT.INI file on the
Perfect Voice Office Pro system, enable L. A. P. on a per User basis, and assign the phantom DN to
the User's extension. Perform the following steps to set up L.A.P.:
Step 1: Complete the Licensing Agreement
First, complete the licensing agreement included in the paging transmitting package. The WaveLinks
paging system, when used in the United States, is subject to the rules and regulations of the FCC.
Step 2: Install the Paging Transmitter
Your WaveLinks Computer Controlled Paging System includes a Transmitter Unit, A "Rubber
Duck" Antenna, a Right Angle Antenna Adapter, a PC Adapter, a Power/COM Adapter Cable, and a
Power Brick. To install the paging system, perform the following steps:
1. Attach the "Rubber Duck" antenna to the Transmitter Unit. The Right Angle Antenna
Adapter is available for proper antenna positioning. In normal paging operations, the
paging transmitter antenna should be oriented in a vertical position to maximize the
paging range.
NOTE: Do not attempt to operate the paging system without the antenna connected to the
paging transmitter because damage to the paging transmitter may occur.
2. Plug the PC adapter into an available DB9 serial port on the back of the Perfect Voice
Office Pro system PC. If the DB9 serial port is not available, you need a DB25 to DB9
adapter, which is available from most computer supply companies.
3. Plug the Power/COM Adapter Cable into the DB9 female connector on the Transmitter
Unit.
4. Connect the PC Adapter and the Power/COM Adapter Cable.
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5. Connect the Power Brick and the Power/COM Adapter Cable. Plug the Power Brick into
a 110 VAC power outlet. The red colored PWR/BAT LED indicator on the Transmitter
Unit should be illuminated when power is properly applied.
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For more details on the paging system, refer to the "On-Site Controlled Paging System Handbook"
enclosed with your transmitter.
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Step 3 - Enable L.A.P. With the System Configuration Wizard
To implement Local Area Paging (L.A.P.), the PERFECT.INI file must be modified. The System
Configuration Wizard modifies the PERFECT.INI file for L.A.P.
NOTE: The sentinel key must also be enabled for L.A.P.
From the Desktop of Perfect Voice Office Pro, Select Start
Select Programs -- Perfect Voice Office Pro PVO Configuration Wizard
Highlight Local Area Paging
Click the Modify button

When you click the Modify button, a screen similar to this appears.
Set Integration with LAP to Yes
Click Configure to edit the Port Settings
· Set Com Port to 2
· Set Baud Rate to 9600
· Set Data Bits to 8
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· Set Parity to None
· Set Stop Bit(s) to 1
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· Click OK
· Click OK on the "Local Area Paging" screen

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Step 4 - Configure L.A.P for Each Mailbox
There are a number of possible configurations that can be used for L.A.P. These are listed and
described below.
Page User for all incoming calls.
Page User at the caller's request. If the caller requests that the User be paged, the call may
be transferred back to the User's extension or a phantom DN for pick up.

NOTE: When a mailbox is set up for L.A.P., the beeper is activated for all messages as well as
incoming calls.

IMPORTANT: To allow L.A.P., make sure that the Local Area Paging option is checked in the
Mailbox Class of Service.
Set up User to be Paged for All Incoming Calls
If a User is to be paged for all incoming calls, the capcode, baud rate, and pager type must be
completed on the mailbox LAP Options tab and "Before" must be selected on the Transfer Options
tab.
For example, to set up mailbox 270 for L.A.P where the User is paged for all incoming calls:

Log on to Perfect Voice Office Pro.
Select Mailbox.
Go to the mailbox 270.
Select the LAP Options tab and fill
in the necessary information: Local
Area Paging Code (This is the
capcode that is printed on the back
of the pager), Pager Baud Rate,
and Pager Type. NOTE: If the
capcode contains leading zeroes, it
may not be necessary to enter them
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as part of the number.
Select the Transfer Options tab.
Select "Before" to activate L.A.P.
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When "Before" is selected, the
beeper is activated before all
incoming calls. The User may then
pick up the call from any telephone.

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Set up User to be Paged at the Caller's Request--Transfer Call Back to the
User's Extension
If the User is to be paged at the caller's request, a Voice Menu must first be created that specifies the
digit for activating the User's pager. The call is then transferred back to the User's extension for
pick up. The capcode, baud rate, and pager type must be completed on the mailbox LAP Options tab.
On the Transfer Options tab, "After" must be selected, the Voice Menu field must be selected and
the Voice Menu name entered.

For example, to set up Mailbox 270 to be paged at the Caller's request and the call transferred back
to the User's extension:

Create Voice Menu for Mailbox 270:
Log on to Perfect Voice Office
Pro.
Select V-Menus.
Enter a menu name and click Edit.
The Audiotext Entry screen is
displayed.

Select Mailbox for the Sub Menu Prompt field. This plays the active mailbox greeting.
Highlight the digit you wish to use to
activate the LAP pager. (In this
example, when the caller presses 1, the
User's pager is activated.) For Action,
select "LAP Current Mailbox" and
enter the mailbox number in the
Mailbox field.
IMPORTANT: Be sure to assign a
default ("D") action.

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NOTE: Using Voice Menus overrides
the built-in options (1 to try another
extension, 2 to try the extension again,
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3 to send a beeper message, 4 to page
over the intercom, * to disconnect, and
# to skip to the beep.) To make these
options available, they must be
specified in the Voice Menu.

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Optional Applications

Set up Mailbox 270 for LAP:
For example, to set up mailbox 270 for L.A.P, perform the following steps:
Log on to Perfect Voice Office Pro.
Select Mailbox.
Go to the mailbox 270.
Select the LAP Options tab and fill
in the necessary information: Local
Area Paging Code (This is the
capcode that is printed on the back
of the pager), Pager Baud Rate,
and Pager Type. NOTE: If the
capcode contains leading zeroes, it
may not be necessary to enter them
as part of the number.

Select the Transfer Options tab.
Select "After" or "Both" to activate
L.A.P.
Activate "Voice Menu" and enter
the Voice Menu Name.

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Set up User to be Paged at the Caller's Request--Transfer Call to the User's
Phantom DN
If the User is to be paged at the caller's request, a Voice Menu must first be created that specifies the
digit for activating the User's pager. The call is then transferred back to the phantom DN for pick up
(The Phantom mailbox must exist on Perfect Voice Office Pro). The capcode, baud rate, and pager
type must be completed on the phantom mailbox LAP Options tab. On the phantom mailbox
Transfer Options tab, "Before" must be selected. On the User's main mailbox Transfer Options tab,
the Voice Menu field must be selected and the Voice Menu name entered.

For example, to set up Mailbox 270 to be paged at the Caller's request and the call transferred to the
User's phantom DN (570):

In this example, 570 is the phantom DN for 270.
Create Voice Menu for Mailbox 270:
Log on to Perfect Voice Office Pro.
Select V-Menus.
Enter a menu name and click Edit.
The Audiotext Entry screen is
displayed.

Select Mailbox for the Sub Menu
Prompt field. This plays the active
mailbox greeting.
Highlight the digit you wish to use
to activate the LAP pager. (In this
example, when the caller presses 1,
phantom DN 570 rings and the
User is paged.) For Action, select
"Send to Mailbox" and enter the
phantom DN in the Mailbox field.
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IMPORTANT: Be sure to assign
a default ("D") action.

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NOTE: Using Voice Menus
overrides the built-in options (1 to
try another extension, 2 to try the
extension again, 3 to send a beeper
message, 4 to page over the
intercom, * to disconnect, and # to
skip to the beep.) To make these options available, they must be specified in the Voice
Menu.

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Optional Applications

Set up Mailbox 570 for LAP:
For example, to set up mailbox 570 for L.A.P, perform the following steps:

Log on to Perfect Voice Office Pro.
Select Mailbox.
Go to the mailbox 570.
Select the LAP Options tab and fill in the
necessary information: Local Area Paging
Code (This is the capcode that is printed on
the back of the pager), Pager Baud Rate, and
Pager Type.

Other
Select the Transfer Options tab. Select
Options
"Before" to activate L.A.P.

Set up Mailbox 270 for LAP with Phantom 570:
Select the Transfer Options tab. Select
Other
"Off". Activate "Voice Menus" and enter the
Options
Voice Menu name.
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Release 4.5