PERFECT VOICE

PROFESSIONALTIS16
Installation
Manual
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PVPTis16IM
January, 2004

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Installation Reference Guide 1

Perfect Voice Professional Tis16 Installation
Reference Guide

A. H
ardware Installation
Hardware Installation

1. Unpack and Inspect the System

See page 7

2. Install BSIS for SMDI on CTX (If necessary)

See page 8

3. Program Telephone System

See page 8

4. Shut Down Telephone System

See page 12

5.
Install
Tis16
Card

See page 13

6. Restart System and Verify Tis16 is Working
See page 13

7.
Configure
the
System

See page 14

B. Set the Date and Time
A. Set the Date and Time

1. Press intercom & call the Perfect Voice Professional Tis16 system.

2. Log in to User ID 900 (administrator box).

3. Dial 2 to set the current Time.

4. Dial 3 to set the current Date.

See page 15
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B. Select th
B.
e Telephone System/Dialplan
Select the Telephone System

1. Press intercom & call the Perfect Voice Professional Tis16 system.

2. Dial 913.

3. Using Table A, select the telephone system option.

4. Enter the appropriate Confirmation Code

NOTE: Telephone system type may be changed at anytime without

affecting the User database.

See page 16, Table A

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2 Installation Reference Guide

B. Select th
C.
e Telephone System/Dialplan
Select the Dialplan

1. Press intercom and call the Perfect Voice Professional Tis16

system.

2. Dial 912

3. Using Table B, select the desired dialplan option.

4. Enter the appropriate Confirmation Code.

NOTE: The dialplan may not be re-configured without performing a new

installation.

See page 19, Table B

Set the Business Hours
D. Record System Greetings and Whattodos

1. Press intercom and call the Perfect Voice Professional Tis16

system.

2. Log in to User ID 980.

3. Press 5 to record current personal greeting(s).

4. Record greeting(s).

Set the Business Hours
E. Set the Business Hours
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1. Press Intercom & call the Perfect Voice Professional Tis16 system.

2. Enter 910.
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3. Enter 2 for Schedule.

4. Enter the weekday number, (using 1 for Monday, 2 for Tuesday, ...

or 8 for Weekdays).

5. Enter 1 to change the open time, or 2 to change the close time.

6. Enter the hour to open/close (0 to 23).

7. Enter the minute to open/close (0-59).

8. Press 1 to accept.

9. Press 1 to make changes effective.

See page 24
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Installation Reference Guide 3

Set the Business Hours
F. Set Single Digit Options
1. Press intercom and call the Perfect Voice Professional Tis16
system.
2. Log into the single digit User ID to change (Users 1 through 6).
3. After Login:
· If transfer only: Dial 5. Select 8. Enter the extension number
followed by pound.
· If audiotext: Dial 2. Select 5 to record audiotext information.
(To listen to recording, Dial 1)

See page 26
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4 Installation Reference Guide

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Introduction 5

Introduction
What is Perfect Voice Professional Tis16?
Perfect Voice Professional Tis16 is an integrated voice messaging and call routing system designed to work
with Toshiba Strata® CTX and DK telephone systems. Perfect Voice Professional Tis16 can perform a
number of tasks for callers and Users, which increase their productivity.
Perfect Voice Professional Tis16 is packaged entirely on a printed circuit board that resides in the host KSU.
The architecture of the system permits Perfect Voice Professional Tis16 to be connected directly to the
CTX/ DK system data bus. This enables Perfect Voice Professional Tis16 connectivity without the
traditional analog interfaces necessary for other voice processing systems.
System installation and initial configuration involves plugging in Perfect Voice Professional Tis16 to an
available card slot in the CTX or DK system. The Perfect Voice Professional Tis16 is programmed the
same as programming a RSTU card.
Configurations
Perfect Voice Professional Tis16 is available as a hard-drive system with 600 storage hours or as a flash-
based system with 10 to 17 storage hours

Users
Normal Users
Normal Users are those individuals who have a physical extension number on the telephone system that
directly corresponds to their User ID, or mailbox, on the Perfect Voice Professional Tis16 system. If the
called extension number is busy or does not answer, the caller is prompted to leave a message, enter another
extension number or press 0 to reach the operator. The Normal User and Outside Mailbox User IDs may be
two, three, or four digit numbers.
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Outside Mailbox Users
Outside Mailbox Users are those individuals who do not have a physical extension number on the telephone
system but who do have a mailbox on the Perfect Voice Professional Tis16 system. When a caller enters an
Outside User ID, Perfect Voice Professional Tis16 immediately plays the personal greeting for the mailbox
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and allows the caller to leave a message or dial another extension. The Normal User and Outside Mailbox
User IDs may be two, three, or four digit numbers.
Audiotext Mailbox
An Audiotext Mailbox is not associated with a specific telephone extension and does not take messages.
Instead, it plays a pre-recorded greeting that provides information to callers. The information could be
anything the company would like callers to have but does not necessarily need a person to say. Audiotext
boxes are useful in playing information to callers such as the company address, fax number, business hours
and general information.
Auto-Detect Users
Two Auto-Detect Users are pre-defined (990=fax extension, 991=TDD extension).
Single Digit Users
Single Digit Users available are 1, 2, 3, 4, 5, and 6. These Users may also be defined as audiotext boxes
and/or transfer boxes.

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August, 2003

6 Introduction

System Codes
Pre-Defined System Codes
The pre-defined system codes are as follows:
· System Access code: 7
· Hang-up, or Endcall code: 998
· Direct to take a Message: 997
· Direct to Personal Greeting: 8
· Directory Assistance: 9

What Perfect Voice Professional Tis16 Can Do For Callers
Perfect Voice Professional Tis16 can perform a number of tasks to enhance your company's
telecommunications environment for callers (A caller is an individual calling your company from an outside
line.)
· Answer an outside call and transfer the caller to an extension within your company.
· Answer an outside call and provide information by playing caller-selected pre-recorded messages.
· Allow a caller to leave a message for a User if the User is not available.
· After a caller records a message, he or she is presented with options to send the message, review the
message, re-record the message, add to the message, or discard the message. The caller may also
mark the message urgent or private. Marking the message urgent places that message before other
messages in the destination User's mailbox. Marking the message private prevents the User from
forwarding it to another User.
· Allow a caller to select another User, in the event that the originally selected User is not available.
· If a caller is calling from a rotary dial telephone or does not know how to use the system, Perfect
Voice Professional Tis16 can transfer the caller to an operator.
· If a caller does not know the extension (User ID) of the person he or she wishes to reach, he or she
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may select the directory assistance option (9) and spell the name of the person, instead.
· Detect Fax tones and transfer to a fax machine.
· Detect TTY/TDD tones and transfer to a TTY machine.
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What Perfect Voice Professional Tis16 Can Do For Users
Perfect Voice Professional Tis16 offers a large number of features for Users. (Users are defined on the
Perfect Voice Professional Tis16 system.)
· Allow a User to record a personal greeting that callers hear in the event that the User is not available
to answer their call.
· Inform a User that a new message has been left by lighting the message lamp on the User's
telephone.
· Allow a User to listen to messages left by callers or other Users.
· If a message was not marked private, allow a User to forward it to another User (or group of Users).
The message can be forwarded with or without a prefix recording. The prefix might say something
like, "Joann, would you please take care the problem that Mark is describing in the following
message."
· Allow a User to set up a list of other Users to whom a message can be easily sent or forwarded.
· If a User does not know the User ID of another User, he or she can select the directory assistance
option (9) and spell the name of the person, instead.
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Installation 7

Installation
This section provides the steps to install the Perfect Voice Professional Tis16 hardware and configure the
system.

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 Professional Technical training certification.
Training and experience in at least the general concepts of telecommunications.
Certified on the Toshiba Strata® CTX and/or DK telephone systems.
The ability to properly configure, install and remove circuit boards in a personal computer.

Required Materials
Anti-static wrist strap
BSIS card and serial cable (if SMDI is required on CTX telephone system)

Installation Overview
Step 1: Unpack and Inspect Perfect Voice Professional Tis16, page 7
Step 2: Install BSIS Card if using SMDI Integration on Strata CTX, page 8
Step 3: Program Telephone System, page 8
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Step 4: Shut Down Telephone System, page 12
Step 5: Install Perfect Voice Professional Tis16, page 13
Step 6: Restart Strata CTX or DK and Verify Perfect Voice Professional Tis16 Is Functioning Properly,
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page 13
Step 7: Configuring the System, page 14

Step 1: Unpack and Inspect Perfect Voice Professional Tis16
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.

WARNING: The battery on the Tis16 baseboard cannot be replaced in the field. Replacement of the battery
with an incorrect type creates the risk of explosion.

CAUTION
To ensure that the unit is not damaged during installation or maintenance, follow these precautions. Damage
may not always be immediately evident (e.g., no physical damage on the outside of the unit) and system
failure may result weeks or months later.
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8 Installation

Handle Tis16 with care. Mechanical shock from dropping, shaking, excessive force when seating
the board into the slot, rocking a connector on or other activities can severely damage the disk
assembly or the disk's printed circuit board.
Wear an anti-static wrist strap. It can also be re-used and left with the telephone system cabinet. An
electrostatic charge from your body can damage the drive or circuitry permanently.
Hold Tis16 by the edges or the knob on the control panel and never touch the board's surface.
Pressure on the printed circuit board or contaminants from your hands (e.g., skin oil, food particles,
hand lotion) can cause component failure.

Step 2: Install BSIS Card if using SMDI Integration on Strata CTX
N o t e
A BSIS card must be installed in the Strata CTX if using SMDI Integration.

Install and program serial card BSIS in the Strata CTX. The serial cable will be used to connect the BSIS
card to the Pinnacle Tis16.

Step 3: Program Telephone System
The telephone system programming should be completed in two stages. In the first stage, the extensions for
the Perfect Voice Professional Tis16 are programmed. The second stage of changes is not performed until
the Perfect Voice Professional Tis16 has been fully programmed and all training is complete. This stage,
often referred to as the cutover, is where you actually route and forward calls to the Perfect Voice
Professional Tis16.

Programming Toshiba Strata CTX Telephone Systems

Part I Station Programming (Programs 200, 209, 218)
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Part II (a) System Programming for IBS (Programs 579, 580)
Part II (b) System Programming for SMDI (Programs 579, 580, 804, 803)

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Part I Station Programming (Programs 200, 209, 218)

Program 200: Station Data Assignment

Setting for Voice Mail Ports1
Setting for Station Ports
15 Display DN
Enter Pilot DN for the VM Hunt Group2 Set to match station Prime DN
Leave this field Blank; do not enter
19 VMID Code
Set to match station Prime DN
anything!
Leave this field Blank; do not enter
22 MW to VM Port
Enter Pilot DN for the VM Hunt Group2
anything!

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Installation 9

Program 209: Hunt Groups
Create a hunt group that includes all voice mail ports (see Note 6 on Program 579:02 for IBS
Programming)

01 Hunt Method
Distributed
02 Pilot Number
Enter the Pilot DN for the Voice Mail Hunt Group2
04 Number to Display
Enter the Pilot DN for the Voice Mail Hunt Group2
07 DHG Auto Camp-on Enable

Program 218: Station Hunt Assignments
Add all Voice Mail Stations created in Program 200 to the Hunt Group created in Program 209

1. If the VM uses a Dedicated Notify Port (e.g. Port number 8 on a Four Port CDK does the notification),
then you must include that port in this program.
2. Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16
should all use the same Pilot Number.

Part II (a) System Programming for In-band Signaling (Programs 579, 580)

Program 579: System Voice Mail Data

Perfect Voice Professional Tis16
01 DID/DNIS VMID Option
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DN VMID
02 Cancellation Method for MW
Access Code Cancel 6
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07 Auto Cancel of VM and MW
Enable
10 Central VM Callback
Leave Blank!
11 CF All Call Record
Enter 8 (See note 3)
12 CF Busy Record
Enter 8 (See note 3)
13 CF No Answer Record
Enter 8 (See note 3)
14 Direct Call to VM
Enter 7 (See note 4)
15 Retrieve Messages
Enter 7 (See note 4)
16 Transfer Direct to VM DN
Enter Pilot DN 1

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10 Installation

Program 580: Voice Mail Port Data
01 Control Method
Select In-band
02 Send A/D Tone
Enable
03 Send B Tone
B Tone and Extension Number
04 End-to-End
Enable

1. Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16 should
all use the same Pilot Number.
2. The number the Pinnacle Voice Mail looks for can be changed in IBS Settings in the Admin program.
3. The number the Perfect Voice looks for can be changed in Screens (System » Integration)
4. The number the Perfect Voice looks for can be changed in Screens (Receptionist » Instance Setup » System
Access Code)
5. Integration for the PVO can be whatever you want; the "standard" is to use 7E in parameter #185, and 8E in
parameters #186 and #188.
6. If using a Dedicated Notify Port that is not part of the VM Hunt Group (program 209 and 218) then set to
Auto and Access Code Cancel. If you do not want to have the MWI automatically extinguished on access and
you are having problems with the MWI, then include the Dedicated Notify Port in the VM Hunt Group and set
call blocking on for that station port.
Part II (b) System Programming for SMDI (Programs 579, 580, 804, 803)
Program 579: System Voice Mail Data
01 DID/DNIS VMID Option
DN VMID
02 Cancellation Method for VM MW
Auto and Access Code Cancel
03 Message Desk Number
Enable
04 Output of CLASS/ANI and DNIS
Enable
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07 Auto Cancel of VM and MW
Enable
10 Central VM Callback
Enter Pilot DN 1
16 Transfer Direct to VM DN
Enter Pilot DN 1
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17 Length of VM ID
10

Program 580: Voice Mail Port Data
01 Control Method
Select SMDI
02 Send A/D Tone
Enable
04 End-to-End
Enable

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Installation 11

Program 804: Voice Mail Port Data
Select port you want to use for SMDI (1~4), use this in Program
00 BSIS Port Number
803:02
01 Port Speed
1200
02 Port Parity
Even
03 Data Bits
7 Bits
04 Flow Control
None
05 Wait Timer
1

Program 803: SMDI Port Assignments
00 Logical Device Number
Select 300 SMDI #0
01 Device Connection
RS232
02 Device Port Number
Select the Port configured in Program 804:00
1. Programs 200:15 (for voice mail ports), 200:22 (for station ports), 209:02, 209:04, 579:10, and 579:16
should all use the same Pilot Number.

Programming Toshiba Strata DK Telephone Systems

IMPORTANT: The trunk access codes for outbound calling is 9 for local line access.

N O T E
All transfers are blind.

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Following is a list of the hardware required by the telephone system to work with the Perfect Voice
Professional Tis16.
The telephone system must have an analog port/extension for each port of the system.
The telephone system must have sufficient DTMF receiver channels.
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RJ-11 telephone jacks must be installed within 2 feet of the Perfect Voice Professional Tis16
system. Perfect Voice Professional Tis16 interfaces to the telephone system by plugging a 2
conductor modular jack into the RJ-11.
Following is a list of the DK Series programs required to work with the Perfect Voice Professional Tis16.
Program 03 - correctly identify the common control card with K4RCU and QSTU, PESU, KSTU or
PSTU slots. Be sure to cycle the system power after changes in this program.
Program 10-2 - LED 02 (for DK16), LED 04, LED 06 and LED 11 must be turned on.
Program 12 - code 4 must be set to 1 (0.5 sec.).
Program 15 - codes 0, 3 and 5 must be on for all CO lines on the system.
Program 31 - LED 05, 09, 15, 16, 17, and 20 must be on for all ports on the Perfect Voice
Professional Tis16 system.
Program 33 - program the first Perfect Voice Professional Tis16 port to hunt to the second. The
second port to hunt to the third, etc. The last port in the hunt group should be the attendant position
or DSS console.
Program 35 - LED 19 must be on for all telephones on the system. LED 20 must be all for all
Perfect Voice Professional Tis16 ports on the system.
Program *40 Assign the Perfect Voice Professional Tis16 ports to a distributed hunt group
Program 81-89 - program the proper assignments for CO line ringing to station ports and/or the
Perfect Voice Professional Tis16 ports.
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12 Installation

N o t e
Program 10-3 for SMDI installations with Caller ID, Led 08, 11, 13, and 14 should be
turned on.

Every system should have a reliable method of bypassing the automated attendant. A common method for
bypassing Perfect Voice Professional Tis16 is to program delayed ring of the CO lines to the human
attendant. This method provides your customer with a convenient method of bypassing Perfect Voice
Professional Tis16 during periods of system maintenance.
Anything considered as part of the "final cutover" such as forwarding stations and routing trunk calls to
Perfect Voice Professional Tis16 should not be performed until all training and Perfect Voice Professional
Tis16 configuration is complete. All calls to extensions on the Perfect Voice Professional Tis16 system are
blind transfers with integration. Do Not use any type of call forwarding which includes busy because this
will cause collisions between the Perfect Voice Professional Tis16 attempting to reconnect to the caller and
the DK attempting to forward to the Perfect Voice Professional Tis16 at the same time.

All telephones should be programmed with the following features:
Call Forward-Busy/No Answer:
Set Call Forward-Busy/No Answer to the distributed hunt group by pressing:
<CALL FRWD> + (N)NN+<CALL FRWD>

Where (N)NN is the hunt group number, or
<INT>+#604+(N)NN+<SDS>+XX+REDIAL+SPKR Where XX=ring before forward timer
Voice Mail ID Codes:
Assign a User ID for message storage: <INTERCOM>#656+8(N)NN+<REDIAL>+SPKR
Assign a User ID for message retrieval: <INTERCOM>#657+7(N)NN+<REDIAL>+<SPKR>
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Where (N)NN is the User ID

Step 4: Shut Down Telephone System
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Turn off the main power switch to the Strata CTX or DK telephone system.

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Installation 13

Step 5: Install Perfect Voice Professional Tis16
1. Locate available slot for Tis16.
If there is not an available slot for Tis16, stop here. If a T1, DID or TIE line card needs to be relocated to
make room for Tis16, do so now. Make sure the necessary programming changes are made to account for
this move.

2. Install Perfect Voice Professional Tis16 according to the following steps.

N O T E
Allow Tis16 to sit at room temperature for at least 3 hours before applying any power.
Shipping can expose Tis16 to temperature extremes. Let Tis16 adjust to room
temperature to avoid any possible damage from condensation, etc.

Remove Tis16 from its protective package. Remember to handle the Tis16 card with care. Wear an
anti-static wrist strap and hold the card by its edges.
Move the battery jumper to the ON position.
OFF
ON
Gently pul the
jumper off...
...and place it over the
two pins next to ON.
OFF
ON

Insert the Tis16 PCB into the appropriate slot and apply firm, even pressure to ensure proper
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connection. CAUTION: Do not insert the board too slowly and make sure the board is pushed all
the way in or the key system may behave in an unexpected manner. In most cases, however, this
behavior will correct itself within a couple of minutes.
After installing, gently pull the card outward. You should feel a slight resistance. If you don't feel
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the resistance, apply pressure again.

Step 6: Restart Strata CTX or DK and Verify Perfect Voice Professional
Tis16 Is Functioning Properly
Each Tis16 has been preprogrammed at the factory for out-of-box operation on the telephone system. This
includes the integration and configuration parameters, and company greeting and instructions.
Turn on the main power switch to the Strata CTX or DK system. Let it proceed without any action
from you. The Power LED should turn green when the system is operational.
Dial the extension number for each port. Tis16 should (for each port) answer and play the default
company greeting ("Thank you for calling...").

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14 Installation

Step 7: Configuring the System
The following steps may be performed over the telephone. For more information on configuring the system
with the SCREENS interface, refer to the Perfect Voice Professional Installation & Maintenance Manual.
To configure Perfect Voice Professional Tis16, you must complete the following steps:
A. Set the System Date and System Time, page 15
B. Select the Telephone System, page 16
C. Select the Dialplan, page 19
D. Record the system greetings and whattodos, page 20
E. Set Business Hours, page 24
F. Set Single Digit Options, page 26

Perform Training, page 35

The following steps are optional (depending on system features and preferences)
G. Changing the Default Operator, page 29
H. Configure Auto-Transfer to Fax Extension, page 30
I. Configure Auto-Transfer to TDD Equipment, page 31
J. Configuring the System for SMDI, page 32
K. Pager Notification, page 33

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Installation 15

A. Set the System Date & System Time
The system date and time must be set for the system to operate properly. If the system date and time is not
set or the system has been reset, the following message plays: "The current system date is invalid."
Perform the following steps to set the system date and time.

Press Intercom and call the Perfect Voice

Professional Tis16 system.
Thank you for calling. If you have a

touch-tone phone . . .

Enter System Access Code: 7

Enter User ID: 900

System Administrator Menu:
Enter the Password for User 900.*
For the Current Date and Time,

press 1. To Change the System
Time, press 2 ....

Press 1 to review the current date and time.

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If satisfied
Press 2 to
Press 3 to

with the Date
change the
change the
and Time,
current Time.
current Date.

press 0 to
return to the

Whattodo.

Enter the new
Enter the new

Time.
Date.

*For security reasons, it is
24-hour format
YYMMDD
important that you change the

password. You may change
the password in User Setup.

When satisfied with the Time and Date, press 0 to
return to the Whattodo.

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16 Installation

B. Selecting the Telephone System Type
NOTE: The Perfect Voice Professional Tis16 is designed to work only with Toshiba Strata CTX or DK
telephone systems.
Selecting the Telephone System Type Using the Telephone
The first time you turn on the system, you will need to set the correct telephone system type for this
installation. Refer to Table A for the list of telephone system types and appropriate options that may be
selected.
Table A
Option
Confirmation
Telephone System Description
Message
Message
Integration
Number
Code
Light On Light Off
Code
Code
1
9016
Toshiba DK 16, 56, 96
63 +
64 +
DTMF
extension extension
2
9024
Toshiba DK 14, 16e, 40, 40i, 280,
#63 +
#64 +
DTMF
424, 424i
extension extension
Toshiba CTX 100, CTX 670
3
9424
Toshiba DK 40, 40i, 280, 424, 424i
SMDI
SMDI
SMDI
Toshiba CTX 100, CTX 670
(Rel. 3.X or
(Rel. 3.X or
(Rel. 3.X or
greater)
greater)
greater)
4
9008
Toshiba DK 8
63 +
64 +
DTMF
extension extension

Press Intercom and call the Perfect Voice Professional Tis16 system.

Thank you for calling. If you

Dial 913
have a touch-tone phone . . . I&M

(NOTE: If the telephone system has been programmed, you may need

to press ** to cancel auto-login before dialing 913.)

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Enter the appropriate telephone system Option Number from Table A.

Enter the appropriate Confirmation Code from Table A. Press # when

finished.

*WARNING: Perfect Voice
Professional Tis16 reboots

"Please wait." (Then you hear several tones)
immediately after the telephone

system type is selected. Allow
several minutes for the system

to boot before moving on to

dialplan configuration.
Hang up and wait for the system to reboot.*

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Installation 17

Selecting the Telephone System Using the SCREENS Interface
The SCREENS interface may also be used to import the telephone system. All the telephone systems
currently supported are stored in a zipped file named CFGFILE.ZIP located in the C:\RCPT\CFG directory
on the voice mail system. NOTE: Refer to Appendix A for information on connecting to the SCREENS
interface.
Perform the following steps to import the telephone system.
1. Unzip the CFGFILE.ZIP file to the C:\RCPT\CFG directory by typing ZIPX CFGFILE from the
C:\RCPT\CFG> prompt.
2. From SCREENS, select System Telephone System.
3. From the BROWSE screen, press the F10 key.
4. Follow the prompts to complete the import.

Example
Following is an example of the steps involved when importing a telephone system using SCREENS.
First, Unzip the CFGFILE.ZIP file to the C:\RCPT\CFG directory
From SCREENS, select System then select Telephone System

Telephone system parameters
may be imported or exported
from the BROWSE screen
using the F10 and F12
function keys. These
functions are only available
from the BROWSE screen.

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From the BROWSE screen (shown above), press the F10 key

· Press N if the desired telephone system is on the hard drive. You are then prompted to Enter LINE
TYPE to IMPORT.

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18 Installation

· From the list, enter TOS-STDK for the Line Type NAME.

· Press Y to import the telephone system parameters. You are prompted to Enter LINE TYPE to
IMPORT.

· Enter Line Type to import. You prompted to verify the import.

· Press Y to Import Now. You are prompted to verify the overwrite.

· Press Y to overwrite the existing line type. You are asked if you wish to apply to all channels.
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· In this example, we selected N. You are prompted to import call progress settings.

· NOTE: You may not want to overwrite the call progress settings. If you are unsure, press N. The
file may be moved or re-imported at a later time. In this example, we selected Y. You are
prompted to verify that you wish to overwrite existing file.

· You are prompted to verify integration. The integration screens depend on the telephone system
being imported.
· After you verify/select the integration, the telephone system import is complete.
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Installation 19

C. Selecting a Pre-configured Dialplan
It is important to pay close attention when selecting a dialplan. Be absolutely certain of the dialplan you
want before you begin this step. It is strongly recommended to use the 2 digit or 3 digit pre-configured
dialplans on all Toshiba telephone systems as they have been tailored for these systems. Table B illustrates
the dialplans available. You may select a pre-configured dialplan via the telephone, Admin Graphical
Manager, or SCREENS interface. If you wish to create a custom dialplan or add to the current dialplan,
refer to "Appendix B: Create a Custom Dial Plan".
NOTE: Once you have selected a pre-configured dialplan, it is not possible to select a different pre-
configured dialplan without accessing the User Directory in the SCREENS interface and pressing F7 to
delete the range of Users that have already been created. All local configuration information, personal
greetings, names, and messages will be lost. Single Digit Users may be configured as audiotext or
additional Audiotext Users may be added using Appendix C.

Table B
Option
Confirmation
Dialplan Description
Normal Users
Outside Users
Number
Code
1
1001
2 digit
10-59
600 649
2
2002
3 digit
100-199
600 649
3
3003
3 digit
200-299
600 649
4
4004
3 digit
300-399
600 649
6
6006
2 digit with SMDI
10 59
600 649
7
7007
3 digit with SMDI
100 199
600 649
8
8008
3 digit with SMDI
200 - 299
600 649
9
9009
3 digit with SMDI
300 - 399
600 649

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Press Intercom and call Perfect Voice Professional Tis16.

?

Dial 912

(NOTE: If the telephone system has been programmed,

press ** to cancel auto-login before dialing 912.)

Enter the pre-configured dialplan Option Number from

Table B.

Enter the appropriate confirmation code from Table B.

Press # when finished.

"Please wait." (Then you hear several tones)
You are placed at the main greeting. Hang up.
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20 Installation

D. Record System Greetings and Whattodos
Customized greeting and whattodo for open and closed mode operation should be recorded during the
installation process.*
The first prompt a caller hears when reaching the Perfect Voice Professional Tis16 is the greeting. The open
greeting is recorded in the personal greeting number 1 of User 980. The closed greeting is recorded in the
personal greeting number 3 of User 980. This prompt is heard only once during a call. The greeting should
welcome the caller and, like a human operator, confirm that the caller has reached the correct number.

"Thank you for calling ABC Company."
The greeting should also contain any additional information the caller should hear only once.

"Thank you for calling ABC Company. Our office is currently closed."
Immediately following the greeting, Perfect Voice Professional Tis16 plays the whattodo. The open
whattodo is recorded in the personal greeting number 2 for User 980. The closed whattodo is recorded in
the personal greeting number 4 of User 980. The whattodo informs the caller "what-to-do", or gives the
caller options.

"If you know the extension number of the person you wish to reach, please enter it

now. For directory assistance, press 9 or hold for assistance."
If single digit options are used, they should be included as part of the whattodo. There are several states
during the duration of a call in which the caller is brought back to the whattodo.
· After leaving a message
· After entering an invalid selection or extension number
· After pressing 0 to exit from User mode
· After listening to an audiotext message
When writing the script for the whattodo, three things should be kept in mind:
1. The whattodo is played immediately after the greeting, so the transition between the greeting and
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whattodo should flow smoothly.
2. Callers may eventually come back to the whattodo, so the whattodo must make sense without being
prefaced by the greeting.
3. It is tempting to offer the caller as many options as possible. However, most callers only want one
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thing. That is to talk to someone. Give the caller no more than three or four options in the
whattodo.
Refer to the System Greeting Scripts worksheet to record the greeting and whattodo for both open and
closed modes. All recordings should be made from a quiet environment.

*If you are familiar with how Perfect Voice Professional Tis16 greetings work, you may skip to "Recording
System Greetings" on page 22.
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System Greeting Scripts
Description Written Script
Open

greeting

(980-
Greeting 1)

Open

whattodo

(980-

Greeting 2)

Closed

greeting

(980-

Greeting 3)
Closed

whattodo

(980-

Greeting 4)

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Pre-Defined Users For Greetings and Whattodos
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All greetings and whattodos (daytime, nighttime, and emergency/temporary) are recorded from one User ID
User ID 980. The greetings and whattodos are recorded as individual greetings (UV1-UV4 and UV7-
UV8) for this User.

Greeting 1 (UV1): Daytime Greeting

Greeting 2 (UV2): Daytime Whattodo

Greeting 3 (UV3): Nighttime Greeting

Greeting 4 (UV4): Nighttime Whattodo

Greeting 5 (UV5): Holiday Greeting

Greeting 6 (UV6): Holiday Whattodo

Greeting 7 (UV7): Emergency Greeting

Greeting 8 (UV8): Emergency Whattodo

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22 Installation

Recording System Greetings
The process of recording of the greeting and whattodo for open, closed, or holiday mode is the same as
recording a personal greeting in a mailbox, only the User ID and password are different. All greeting and
whattodo messages (daytime, nighttime, and emergency) for the main company may be recorded in User ID
980. Follow this procedure to record the greetings.
Thank you for calling. If you have
Press Intercom and call Perfect Voice Professional Tis16.
a touch-tone phone . . .
NOTE: If the telephone system

has been programmed, you may
need to press ** to cancel auto-

login before dialing 7.
Enter System Access Code: 7

Enter User ID: 980

Enter the password for User ID 980.
Call Management Menu

To play current personal greeting,
press 1 ...

Scroll (by pressing 4 to the greeting number you wish to

record and press 5 to record.

Greeting 1: Daytime Greeting
Greeting 2: Daytime Whattodo

Greeting 3: Nighttime Greeting
Greeting 4: Nighttime Whattodo

Greeting 5: Holiday Greeting
Greeting 6: Holiday Whattodo

**Greeting 7: Emergency Greeting
**Greeting 8: Emergency Whattodo

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Record desired personal greeting (1, 2, 3, 4, 7, or 8).
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Press 1 to review the recording.

If you are not satisfied with
If you are satisfied with the
the recording, press 5 to

recording, press 0 to
record it again.
return to the whattodo.

NOTE: To activate a new open greeting and whattodo or holiday greeting, see "Manually
selecting Open and Closed mode".
**Greetings 7 and 8 will immediately override the current greeting until the next change from day or
night. This change may be done manually or scheduled.
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Installation 23

Manually Select the Open or Closed Mode
Once the greeting and whattodo for open and closed mode have been recorded, the new recordings may be
activated immediately using the following procedure for manually selecting open or closed mode.
Otherwise, the new recordings will play at their regularly scheduled time.

Press Intercom and call the Perfect
Thank you for calling. If you have a

Voice Professional Tis16 system.
touch-tone phone . . .
NOTE: If the telephone system has
been programmed, you may need
to press ** to cancel auto-login
before dialing 910.
Enter 910
Press 1 for Open or Closed mode.
To place the system in open mode,
press 1. To place the system in
closed mode, press 2. . .
To place in open mode, press 1,
To place in closed mode, press 2,
To place in holiday mode, press 3,
To place in workday mode, press 4.
You have selected ... If this is
correct, press 1. If this is not
correct, press 2.
If not correct, press 2.
If correct, press 1.
To cancel, press *.
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Please wait while your
?
changes are processed.
Beeps..... No Changes
Beeps..... Changes are
complete.
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24 Installation

E. Setting the Business Hours
Perfect Voice Professional Tis16 automatically schedules events to run on specific days of the week at
specific times. You may activate an event which places the system in open mode during normal hours of
operation (plays the open greeting and whattodo) and another event which places the system in closed mode
for after hours operation (plays the closed greeting and whattodo). Refer to the worksheet below while
activating open and closed modes.

NOTE: If you plan to use the same greeting/whattodo 24 hours a day, no adjustments
should be made to the scheduler.

Day
Open time for open greeting to
Closed time for closed greeting to
play
play
1 Monday

2 Tuesday

3 Wednesday

4 Thursday

5 Friday

6 Saturday

7 Sunday

8 Weekdays
-

Mon-Fri

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Installation 25

To set the business hours:

Thank you for calling. If you have a
Press Intercom and call the Perfect
touch-tone phone . . .
Voice Professional Tis16 system.
NOTE: If the telephone system has
been programmed, you may need
to press ** to cancel auto-login
before dialing 910.
Enter 910
Press 2 for Schedule.
Enter the weekday number you wish
to modify...
Enter the appropriate day number, using
1 for Monday, 2 for Tuesday, etc. or
8 for Weekdays
To change the open time, press 1,
or
To change the close time, press 2.
Please enter the hour to open/close.
Enter the hour from 0 to 23.
Please enter the minute to open/close.
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Enter the minute from 0 to 59.
The event change you have requested is ...
If this is correct, press 1. If this is not correct,
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press 2. To cancel, press the star key.
To accept the event change, press 1.
To make these changes effective, press 1. To add
more changes, press 2. To cancel all changes
press the star key.
To make additional
To make these
To cancel all
changes to this
changes effective,
changes, press *.
event, press 2.
press 1.
You will hear beeps
You are placed at
then "Done".
the whattodo.
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26 Installation

F. Setting Up Single Digit Users
Single Digit User IDs 1 through 6 may be set up to transfer callers to another extension (Transfer-Only) or
play an audiotext message to callers (Audiotext). A Single Digit User ID may be set up to both transfer to
an extension and play audiotext. However, only one of these functions will be active at a time, depending
on the call blocking status of the User ID (See "Single Digit Departmental Login").

Setting Up Transfer-Only Single Digit Users
Follow these steps to set up Transfer-Only Single Digit Users.

Thank you for calling. If you have a

Press intercom and call the Perfect Voice
Professional Tis16 system.
touch-tone phone . . .

NOTE: If the telephone system has
been programmed, you may need

to press ** to cancel auto-login

before dialing 7.
Enter System Access Code: 7

Enter Single Digit User ID (1-6).

Enter Password for Single Digit User ID.*

Press 5 for User Setup.

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Press 8 to Change Extension Number.

?

Enter the Extension Number.** Press #

When Finished.

Press 0 to return to the whattodo.

*For security reasons, it is important to change the password. You may change the password in User Setup.
**HINT: To remove the extension number, repeat the above steps. When prompted to enter the extension
number, simply press pound without entering an extension.

NOTE: When you enter an extension number for a Transfer-Only Single Digit User, you automatically de-
activate Call Blocking.

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Installation 27

Setting Up Single Digit Audiotext Users
Follow these steps to set up Single Digit Audiotext Users.

Thank you for calling. If you have a
Press intercom and call the Perfect Voice

touch-tone phone . . .
Professional Tis16 system.
NOTE: If the telephone system has

been programmed, you may need

to press ** to cancel auto-login

before dialing 7.
Enter System Access Code: 7

Enter Single Digit User ID (1-6).

Enter Password for Single Digit User ID.*

Press 2 for Call Management.

Press 5 to Record Audiotext Message.

Record Audiotext Message.

Press # When Finished.

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Press 1 to Listen to the Audiotext

Message.

?

Press 0 to return to the whattodo.

NOTE: If you have entered an extension number in User Setup for a Single Digit Audiotext User, the call
blocking feature is activated. You may now toggle this Single Digit User between Audiotext and Transfer
Only. If you have no plans of transferring with this User ID and you do not want to hear the call blocking
option, remove the extension. (See "Setting Up Transfer Only Single Digit Users".)

*For security reasons, it is important to change the password. You may change the password in User Setup.
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28 Installation

Single Digit Departmental Login
You may log a department "In" or "Out" with Single Digit Users. To implement, you should enter an
extension for the Single Digit User (See "Setting up Transfer Only Single Digit Users) and record an
audiotext message for the same Single Digit User (See "Setting Up Single Digit Audiotext Users"). With
single digit departmental login, anyone in the department may log the department in or out. When the
department is logged out, a custom recording (audiotext message) plays informing callers when they will be
back or what options they have available to them. Logging in or out is controlled by toggling the call
blocking setting of the Single Digit User.
For example, you may set up Single Digit User 2 to transfer to the Customer Service department at
extension 205. In addition, you record an audiotext message for Single Digit User 2 that informs callers of
Customer Service hours or other available options. When the Customer Service department is logged in
(call blocking disabled for Single Digit User 2), the call is transferred to extension 205. When the Customer
Service department is logged out (call blocking enabled for Single Digit User 2), callers hear the audiotext
message.

Call Blocking
Department
Single Digit User Action
Setting
Status
Off
Logged In
"Transfer Only" Call transfers to the extension.
Enabled
Logged Out
"Audiotext" Audiotext message plays until the
department is logged back in.

To Log the Department In or Out:

Press intercom and call the Perfect Voice
Thank you for calling. If you have a

Professional Tis16 system.
touch-tone phone . . .

NOTE: If the telephone system has

been programmed, you may need

to press ** to cancel auto-login
before dialing 7.

Enter System Access Code: 7
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Enter Single Digit User ID (1-6).

?

Enter Password for Single Digit User ID.*

Press 2 for Call Management.

Press 2 to Log in or Out.

(You are toggling the Call Blocking Status--Disable to Log
in or Enable to Log Out. Although this option may not be

spoken, pressing 2 will toggle call blocking.)

Press 0 to return to the whattodo.

*For security reasons, it is important to change the password. You may change the password in User Setup.
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Installation 29

G. Changing the Default Operator
The default Operator for Perfect Voice Professional Tis16 is User ID 0. Whether a caller dials 0 or does not
dial anything from the main greeting he or she is directed to the extension programmed for User ID 0.
Perfect Voice Professional Tis16 is pre-programmed with the extension 0 for User ID 0.
To change this, perform the following step:

Programming the Default Operator's Extension

Press intercom and call Perfect Voice Professional Tis16.

NOTE: If the telephone

system has been

programmed, you may

need to press ** to
Enter System Access Code: 7

cancel auto-login before
dialing 7.

Enter User ID: 0

Enter Password for User ID 0.

Press 9 to Back out of Message Management.

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Press 5 for User Setup.

Press 8 to change the Extension Number.
?

Enter Extension. When finished, press #.

Press 0 to return to the whattodo.

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30 Installation

H. Configure Auto-Transfer to Fax Extension
Perform the following steps to configure Perfect Voice Professional Tis16 to automatically transfer to a fax
extension when fax tone is detected.

Press intercom and call Perfect Voice Professional Tis16.

NOTE: If the telephone

system has been
programmed, you may

Enter System Access Code: 7
need to press ** to

cancel auto-login before
dialing 7.

Dial 990

Enter Password for User ID 990.

Press 5 for User Setup.

Press 8 to Change the Extension Number.

Enter Fax Extension. When finished, press #.

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Press 0 to return to the whattodo.
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Installation 31

I. Configure Auto-Transfer to TDD Equipment
Perform the following steps to configure Perfect Voice Professional Tis16 to automatically transfer to TDD
equipment when TDD tones are detected.

Press intercom and call Perfect Voice Professional Tis16.

NOTE: If the telephone
system has been

programmed, you may

need to press ** to
Enter System Access Code: 7
cancel auto-login before

dialing 7.

Dial 991

Enter Password for User ID 991.

Press 5 for User Setup.

Press 8 to Change the Extension Number.

Enter TDD Extension. When finished, press #.

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Press 0 to return to the whattodo.
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32 Installation

J. Configuring the System for SMDI
To enable SMDI integration you must first follow the steps in "Selecting the Telephone System Type" and
select option 3. An important factor when installing any SMDI system is the definition of the relationship
between the channel numbers (voice mail ports) and the Logical Terminal Numbers (LTN) (physical
extensions) they are connected to.
Channel #
LTN
Channel #
LTN
Channel #
LTN
Channel #
LTN
0

4

8

12

1 5 9 13
2 6 10 14
3 7 11 15

Press Intercom and call Perfect Voice Professional Tis16.

Dial 919

Enter Confirmation Code, followed by #: 5867#

To cancel, press star;
Enter channel number

Enter channel number.

Enter LTN Number

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Enter LTN Number (Extension) assigned to the channel.

You have selected [Channel number]
?

Beep [LTN Number]

If this is correct, press 1. If this is not
correct, press 2. To cancel, press star.

Press 2 if not
Press 1 if
Press * to

correct.
correct.
cancel.

Please wait. Beep Beep Beep Beep

You must start SMDI on COM1. Call the system, dial 978 then dial 978 again. Hang up after you

hear the beeps and whattodo. This disables Klinic and starts SMDI on COM 1. Refer to Appendix
. A, page A-2 for more information. NOTE: Perfect Voice Professional Tis16 reboots after this
step.
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Installation 33

K. Pager Notification
Pager notification may be activated for any User or Outside User ID on the Perfect Voice Professional
Tis16 system. If pager notification is active, the User's pager is activated for every new message every
day, twenty-four hours a day. The User may activate and deactivate pager notification from within their
User mailbox. When the User receives a new message, 9's will appear on the pager display. This is the
notification that there are messages in his or her Perfect Voice Professional Tis16 mailbox.

To activate/deactivate Pager Notification:

Log in to Mailbox.

Press 9 to back out of the Message

Management Menu and go to the Main
Menu.

Press 4 for Notify Management.

1
2
3
4
9
0

Notification
Enable Pager
Block all
Change
Return to
Log
Status
Notification
Notification
Notification
Main Menu
Out

Number

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Enter 7/10 digit

local pager
number. *

?

*NOTE: The pager number must be local. It is not necessary to place a 9 (Trunk Access Code) in the
notification dialstring.
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34 Installation

Notification Cycle
Moments after a message is left, the pager is called. If the User does not call in to pick up the new message,
the pager will be called approximately 10 minutes from the initial attempt. The delay between attempts
increases the longer the message goes un-retrieved. The delay continues, adding 10 minutes to each
attempt, not to exceed 1 hour between attempts. The table below contains an example of the paging cycle
for an un-retrieved message left at 9:00 AM.

Attempt
Accumulated Delay
Example
First
No delay
9:00 AM
Second
10 Minutes
9:10 AM
Third
20 Minutes
9:30 AM
Fourth
30 Minutes
10:00 AM
Fifth
40 Minutes
10:40 AM
Sixth
50 Minutes
11:30 AM
Seventh
60 Minutes
12:30 PM
Eighth
60 Minutes
1:30 PM
Ninth
60 Minutes
2:30 PM
Tenth
60 Minutes
3:30 PM

Note: All notification attempt schedules reset upon receipt of each new message. For this reason if you
receive a new message every 5 minutes, your pager will go off every 5 minutes for each new message.
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Installation 35

Training
Console Operator Training
The console operator plays a crucial role in many telecommunications environments. The console operator
should be comfortable with performing the following tasks.
· Transfer a caller to Perfect Voice Professional Tis16 (main greeting).
· Transfer a caller to a User's message box using 997.
· Transfer a caller to a User's personal greeting using 8.
· Explain the basic operation of the system to a caller (i.e. "...enter the person's extension...")
System Administrator Training
The System Administrator should understand at least the basics of how Perfect Voice Professional Tis16
operates. Familiarize the System Administrator with all features available to Users. Have the System
Administrator carefully review the System Administration section of this guide and answer any questions
the System Administrator may have.
The System Administrator is often your primary on-site contact. It is very important to get this person
comfortable with not only the administration of the system, but its usage as well. Users look to the System
Administrator as the person who knows the system's features and capabilities. If the System Administrator
is not comfortable with the system, your organization will end up fielding many more questions from the
site than necessary. This ultimately can lead to a dependence of site personnel on your organization to
perform basic System Administrator tasks.
The System Administrator should be comfortable with performing the following tasks.
· Reset a User who is no longer on the system
· Reset the password for a User
· Record personal greeting for audiotext announcement
· Record system greeting
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· Record system whattodo
· Place the system in open/closed mode
· Set Schedule
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36 Installation

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 political problems with getting the system
accepted. Since acceptance of the system, especially in the early stages of an installation is critical to its
success, proper training of the User community can be just as, if not more important than, the technical
aspects of the installation.
The system should be fully functional, but not yet on-line during the training period. Ideally, Users are
allowed to work with the system's capabilities (sending messages, recording personal greetings, etc.) for a
few days after training and before the final cutover.
Although most Users complete Quick Setup, which guides them through the process of setting up their
message box, all Users should be able to perform the following tasks manually:
· Select a personal greeting.
· Record a personal greeting.
· Listen to messages.
· Delete messages.
· Forward a message to another User.
· Send a message to another User.
· Setup pager notification.

Final Cutover
After Perfect Voice Professional Tis16 and the telephone system are fully configured and all parties are
familiar with the system, the final cutover can be performed. During this step, CO line calls may be routed
to Perfect Voice Professional Tis16 and User stations may be call-forwarded in a busy/ring-no-answer state
to Perfect Voice Professional Tis16.
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Users' telephones should be forwarded to the Perfect Voice Professional Tis16 system for internal coverage
on busy/ring-no-answer. Any internal User who calls an extension that is busy/ring-no-answer will be
forwarded to that User's message box.
You should stay in close contact with the site during this crucial period so that anything that was overlooked
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during the installation can be quickly taken care of. The console operator is an especially good source of
information about how the system is functioning and how well the caller community is accepting it.

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Installation 37

Troubleshooting
Symptom: The auto-attendant will not answer
Determine if there is a bad port:
From an internal station, call each port individually and note which one(s) are not answering.
If no ports answer:
a) Verify the system has power and has booted
b) Verify the ports have a pulse. Each port should blink every five seconds when idle.
If some ports do not answer, plug in a single line telephone (POTS) to the line(s) that do not
answer and call them:
a) If the single line phone rings and is able to take the call, you have a bad port on
Perfect Voice Professional Tis16.
b) If the single line phone does not ring, you have a bad port on the switch.
If all ports answer:
a) The hunt group is not working properly.
b) Users stations are not forwarded properly.
c) The trunks are not ringing into the Perfect Voice Professional Tis16 hunt group
properly.
If the last 2 ports do not answer:
a) Verify the system is a 4 port system.
Symptom: Pager notification is not functioning
Verify the paging service is working:
The first and easiest thing to check is that the paging service is working properly. Simply dial the pager
number and enter in several 9s because that is what the system is attempting to do.

I&M
Verify programming in the User ID having trouble:
When testing the User ID experiencing trouble, you always want to start with an empty mailbox. Delete all
messages in the mailbox. Call back and leave the User a message.
If the User ID does not give you the option to leave a message:
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a) The User must go through quick setup, or
b) The mailbox is full, or
c) The system if full and unable to take anymore messages.
If you are able to leave a message, log in to the User ID and verify the notify status:
a) Is Notification enabled for the User?
b) Is the notification number correct?
c) Make sure the notification number does not contain the 9 for outside line access.
Determine trunk access is working:
From Line 2 the system always dials 9 to gain trunk access. You must verify this is working
properly. Using a single line telephone on Line 2, go off hook and dial 9:
If no outside dialtone is detected:
a) The trunk access code programmed in the telephone system is something other than
9.
b) The extension Line 2 is plugged into has not been given trunk access privileges.
c) There is a problem with one or more of the trunks in the trunk group.
If dialtone is detected:
a) Verify User setting (above).
b) Line 2 may be busy processing calls and has not been given enough time to seize
the line and dial the pager.
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38 Installation

Symptom: Calls forwarded to voicemail go the main greeting rather than personal greeting
If the caller hears the main greeting:
a) Verify the User ID exists by trying to log in to it.
b) Verify the integration is being sent by listening on the line with a digit grabber or
test set to determine the telephone system is sending the integration string (DTMF
integration).
If caller hears several rings followed by the main greeting on an SMDI configuration, SMDI
link is not working:
a) Check
Cabling.
b) Verify telephone system programming.
c) Re-select telephone system type (see "Select the Telephone System Type").

Symptom: The auto-attendant will not successfully transfer calls.
Determine if the telephone system is capable of transferring calls:
Attempt the transfer with a single line phone on the same line the auto-attendant is using. Verify which port
on the auto attendant is not transferring calls.
If the transfer works, there is a bad port on the system.
If the transfer does not work:
a) The port on the telephone system may not be configured to allow transfers.
b) The port on the telephone system may be bad.
Some telephone systems do not support station to station transfers. In this case, only outside callers can take
advantage of the auto-attendant.

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System Administration 39

System Administration
Before You Begin
As the System Administrator, you play a key role in the every day operation of Perfect Voice Professional
Tis16. It is important that you understand at least the basics of how Perfect Voice Professional Tis16
operates. You should be familiar with all features available to Users. 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
Professional Tis16. Following are some examples of your basic duties as a System Administrator.
· Record the main system greeting and whattodo.
· Record any audiotext announcement.
· Train Users.
These procedures along with many others that you may need to perform are documented in step-by-step
detail later in this manual.
Questions and Answers
As the System Administrator, you are responsible for answering questions from Users. You should have a
relatively good working knowledge of how the system operates. You will also help new or inexperienced
Users become accustomed to using the system. Even if you don't immediately have an answer to someone's
question, you can easily get the answer from the Perfect Voice Professional Tis16 documentation, your
vendor's technical personnel and your own experience with the system.
User Training
Although Quick Setup takes most Users through the process of setting up their mailbox, all Users should be
able to perform at least the following tasks in order to benefit from the system. As the System
I&M
Administrator, you also need to be able to perform these tasks in order to best train your new personnel.
· Select a personal greeting.
· Record a personal greeting.
?
· Listen to messages.
· Delete messages.
· Forward a message to another User.
· Send a message to another User.
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40 System Administration

Problem Reporting
In the event that a User or caller reports a problem with the system, you 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 can be addressed by the vendor's technical
personnel. Some problems, especially those experienced just after the system is installed, can only be
resolved through cooperation between both parties, the vendor and your company.
I&M
?
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System Administration 41

System Administrator Menu
User ID 900 is the only User with administrative privileges. Below are the available options from the
System Administrator menu:

1 Play the Current Date and Time
This option plays the current date and time of the system.

2 Change System Time
This option allows the System Administrator to change the time on the system.

3 Change System Date
This option allows the System Administrator to change the system date.

4 Reset a Password
This option allows the System Administrator to change a User's password to the default password.

5 Activate/Disable Users
This option allows the System Administrator to disable a User from the dialplan or reactivate a
disabled User.

6 Reset User ID
This option enables the System Administrator to reset a User ID. The User's password, name, personal
greetings, messages, and mailbox options will be reset.

7 Available Recording Space
This option tells the System Administrator how much recording space is available.

8 Network Administration
This option prompts the System Administrator to record names for AMIS network sites.

9 Return to User Menu
This option returns the System Administrator to the User menu.

0 Log Out
This option logs the System Administrator out and returns him/her to the main system greeting.

I&M
* Replay Menu Options
To Access the System Administrator Menu

Press intercom and call Perfect Voice Professional Tis16.
?

NOTE: If the telephone
system has been

programmed, you may
Enter System Access Code: 7
need to press ** to

cancel auto-login before
dialing 7.

Enter User ID: 900

Enter the password for User ID 900.*

*For security reasons, it is important to change the password. You may change the password in User Setup.
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42 System Administration

Users on the Perfect Voice Professional Tis16
All Users must complete Quick Setup before they can receive messages. New messages will be purged after
2 weeks if not listened to. Saved messages will be purged 2 weeks after the day they were saved.
NOTE: Due to limited disk space, the maximum number of mailboxes allowed on the Perfect Voice
Professional Tis16 system is approximately 300.
Normal Users
The Normal Type of User is the most common type of User on the system. A User of this type is associated
with each person in your company who has a physical extension number on your telephone system. That
extension number directly corresponds to their User ID, or mailbox number, on the Perfect Voice
Professional Tis16 system.
If your Perfect Voice Professional Tis16 system is a primary attendant, a caller hears your main company
greeting and whattodo when the system answers. When a caller enters a User's extension number, Perfect
Voice Professional Tis16 places the caller on hold and dials the User's extension number. Perfect Voice
Professional Tis16 then listens for a ring signal. If the User does not answer the ringing phone, Perfect
Voice Professional Tis16 returns to the caller and plays the User's personal greeting. The caller may then
leave a message, enter another extension number, or press 0 to reach the operator.
If the caller chooses to leave a message, Perfect Voice Professional Tis16 records the message and turns the
message light on at the User's extension. When a User accesses their mailbox, Perfect Voice Professional
Tis16 turns the message light off on the extension.
2 personal greetings, 20 seconds in length
25 messages at 120 seconds in length
User mode starting menu is the Message Management Menu
Pager notification and message waiting light
Outside Users
I&M
The Outside Users are individuals in your company who do not have a physical extension number on the
telephone system, but need voice messaging service. The Outside User boxes function just like those of the
normal User. The only difference is that, since there is no telephone to transfer the caller to, Perfect Voice
Professional Tis16 immediately plays the personal greeting for this type of mailbox as soon as the caller
?
enters an Outside User ID.
Since Outside Users do not have physical extension numbers on the telephone system, it is their
responsibility to check frequently for new messages.
1 personal greeting, 20 seconds in length
25 messages at 120 seconds in length
User mode starting menu is the Message Management Menu
Pager notification
Standard Audiotext Users
This type of User is not associated with a person. A caller who selects a User of this type is not transferred
to an extension, nor is the caller allowed to leave a message for the User. Only a message plays, after which,
the caller is placed back to the whattodo. The audiotext message may be changed at any time by simply re-
recording the personal greeting for this User. The information recorded in the message could be your
address, your fax number, your business hours or any type of information you would like callers to have.
1 personal greeting, 60 seconds in length
No messages
User mode starting menu is the Call Management Menu
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System Administration 43

Single Digit Audiotext and Transfer-Only Users
This type of User is not associated with a person. Single Digit User IDs 1 through 6 may be set up to
transfer callers to another extension (Transfer-Only) or play an audiotext message to callers (Audiotext). A
Single Digit User ID may be set up to both transfer to an extension and play audiotext. However, only one
of these functions will be active at a time, depending on the call blocking status of the User ID.

Operator
The default Operator for Perfect Voice Professional Tis16 is User ID 0. Whether a caller dials zero or does
not dial anything from the main greeting he or she is directed to the extension programmed for User ID 0.
By default, the extension for User ID 0 is extension 0. You may select another extension.

Auto-Detect Users
These types of Users are not associated with a person. They allow you to configure Perfect Voice
Professional Tis16 to automatically transfer to a fax extension or TDD equipment when the appropriate tone
is detected.

Public Distribution Lists
Perfect Voice Professional Tis16 automatically generates 3 public distribution lists:
1. User ID 950 includes all Normal and Outside Users
2. User ID 951 includes all Normal Users
3. User ID 952 includes all Outside Users

An additional 7 public distribution lists (User IDs 953-959) may be created.

I&M
User Type Number of Personal
Max
Message
Login
Notification
Message
Personal
Greeting
Messages
Length
Start
Type
Expiration
Greetings
Length
Menu
?
Normal
2
20 secs
25
120 secs
Message
Light, Pager
Default
Mgt.
Outside
1
20 secs
25
120 secs
Message
Pager Only
Default
Mgt.
Audiotext 1 60
secs 0 N/A
Call
Mgt.
N/A N/A
Single
1 60
secs 0
N/A
Main N/A N/A
Digit
Menu
Operator 2 20
secs 25 60
secs
Message N/A Default
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44 System Administration

Activating Pager Notification
Pager notification may be activated for any User or Outside User ID on the Perfect Voice Professional
Tis16 system. If pager notification is active, the User's pager is activated for every new message every
day, twenty-four hours a day. The User may activate and deactivate pager notification from within their
User mailbox. When the User receives a new message, 9's will appear on the pager display. This is the
notification that there are messages in his or her Perfect Voice Professional Tis16 mailbox.

To activate/deactivate Pager Notification:

Log in to Mailbox.

Press 9 to back out of the Message

Management Menu and go to the Main
Menu.

Press 4 for Notify Management.

1
2
3
4
9
0

Notification
Enable Pager
Block all
Change
Return to
Log
Status
Notification
Notification
Notification
Main Menu
Out

Number

I&M

Enter 7/10 digit
?

local pager
number. *

*NOTE: The pager number must be local. It is not necessary to place a 9 (Trunk Access Code) in the
notification dialstring.
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System Administration 45

Notification Cycle
Moments after a message is left, the pager is called. If the User does not call in to pick up the new message,
the pager will be called approximately 10 minutes from the initial attempt. The delay between attempts
increases the longer the message goes un-retrieved. The delay continues, adding 10 minutes to each
attempt, not to exceed 1 hour between attempts. The table below contains an example of the paging cycle
for an un-retrieved message left at 9:00 AM.

Attempt
Accumulated Delay
Example
First
No delay
9:00 AM
Second
10 Minutes
9:10 AM
Third
20 Minutes
9:30 AM
Fourth
30 Minutes
10:00 AM
Fifth
40 Minutes
10:40 AM
Sixth
50 Minutes
11:30 AM
Seventh
60 Minutes
12:30 PM
Eighth
60 Minutes
1:30 PM
Ninth
60 Minutes
2:30 PM
Tenth
60 Minutes
3:30 PM

NOTE: All notification attempt schedules reset upon receipt of each new message. For this reason if you
receive a new message every 5 minutes, your pager will go off every 5 minutes for each new message.
I&M
?
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46 System Administration

Recording System Greetings and Whattodos
System Greetings
Customized greeting and whattodo for open and closed mode operation should have been recorded during
your installation process. The following information is offered for assistance should you wish to re-record
the greeting and whattodo.
The first prompt a caller hears when reaching the Perfect Voice Professional Tis16 is the greeting. The open
greeting is recorded in the personal greeting number 1 of User 980. The closed greeting is recorded in the
personal greeting number 3 of User 980. This prompt is heard only once during a call. The greeting should
welcome the caller and, like a human operator, confirm that the caller has reached the correct number.

"Thank you for calling ABC Company."
The greeting should also contain any additional information the caller should hear only once.

"Thank you for calling ABC Company. Our office is currently closed."
Immediately following the greeting, Perfect Voice Professional Tis16 plays the whattodo. The open
whattodo is recorded in the personal greeting number 2 for User 980. The closed whattodo is recorded in
the personal greeting number 4 of User 980. The whattodo informs the caller "what-to-do", or gives the
caller options.

"If you know the extension number of the person you wish to reach, please enter it

now. For directory assistance, press 9 or hold for assistance."
If single digit options are used, they should be included as part of the whattodo. There are several states
during the duration of a call in which the caller is brought back to the whattodo.
After leaving a message
After entering an invalid selection or extension number
After pressing 0 to exit from User mode
I&M
After listening to an audiotext message
When writing the script for the whattodo, three things should be kept in mind:
1. The whattodo is played immediately after the greeting, so the transition between the greeting and
?
whattodo should flow smoothly.
2. Callers may eventually come back to the whattodo, so the whattodo must make sense without being
prefaced by the greeting.
3. It is tempting to offer the caller as many options as possible. However, most callers only want one
thing. That is to talk to someone. Give the caller no more than three or four options in the
whattodo.
Refer to the System Greeting Scripts worksheet to record the greeting and whattodo for both open and
closed modes. All recordings should be made from a quiet environment.

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System Administration 47

System Greeting Scripts
Description Written Script
Open

greeting

(980-
Greeting 1)

Open

whattodo

(980-

Greeting 2)

Closed

greeting

(980-

Greeting 3)
Closed

whattodo

(980-

Greeting 4)

I&M

?
Pre-Defined Users For Greetings and Whattodos
All greetings and whattodos (daytime, nighttime, and emergency/temporary) are recorded from one User ID
User ID 980. The greetings and whattodos are recorded as individual greetings (UV1-UV4 and UV7-
UV8) for this User.
Greeting 1 (UV1): Daytime Greeting
Greeting 2 (UV2): Daytime Whattodo
Greeting 3 (UV3): Nighttime Greeting
Greeting 4 (UV4): Holiday Greeting
Greeting 5 (UV5): Holiday Whattodo
Greeting 4 (UV4): Nighttime Whattodo
Greeting 7 (UV7): Emergency Greeting
Greeting 8 (UV8): Emergency Whattodo

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48 System Administration

Recording System Greetings
The process of recording of the greeting and whattodo for open, closed or holiday mode is the same as
recording a personal greeting in a mailbox, only the User ID and password are different. All greeting and
whattodo messages (daytime, nighttime, and emergency) for the main company may be recorded in User ID
980. Follow this procedure to record the greetings.
Thank you for calling. If you have

Press Intercom and call Perfect Voice Professional Tis16.
a touch-tone phone . . .
NOTE: If the telephone system

has been programmed, you may
need to press ** to cancel auto-

login before dialing 7.
Enter System Access Code: 7

Enter User ID: 980

Enter the password for User ID 980.
Call Management Menu

To play current personal greeting,

press 1 ...
Scroll (by pressing 4) to the greeting number you wish to

record and press 5 to record.

Greeting 1: Daytime Greeting

Greeting 2: Daytime Whattodo
Greeting 3: Nighttime Greeting

Greeting 4: Nighttime Whattodo
Greeting 5: Holiday Greeting
Greeting 6: Holiday Whattodo

**Greeting 7: Emergency Greeting
**Greeting 8: Emergency Whattodo

I&M

Record desired personal greeting (1, 2, 3, 4, 7, or 8).
?

Press 1 to review the recording.

If you are not satisfied
If you are satisfied with the

with the recording, press
recording, press 0 to return
5 to record it again.
to the whattodo.

NOTE: To activate a new open greeting and whattodo or holiday greeting, see "Manually
selecting Open and Closed mode".
**Greetings 7 and 8 will immediately override the current greeting until the next change from day or
night. This change may be done manually or scheduled.
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System Administration 49

Holiday and Temporary Greetings and Whattodos
Holiday Greeting and Whattodo
The system allows you to play a different greeting during a holiday. Holiday greetings become active when
you place the system in "Holiday" mode. The holiday recordings will play until you place the system in
"Workday" mode. (See "Manually Select Open or Closed Mode".)
Holiday greetings and whattodos are recorded in User ID 980:
User 980 Greeting 5: Holiday Greeting
User 980 Greeting 6: Holiday Whattodo

Temporary Greeting and Whattodo
A Temporary greeting and whattodo is typically used if your company is closed due to inclement weather or
a some other reason. These recordings should explain when you will be back in operation and what options
the caller has at that time.
Temporary greetings become active as soon as you record them. These new recordings will play until the
next scheduled greeting change occurs. For example, if you plan to be closed on a Thursday, record your
temporary greeting just after the Thursday "open" greeting has loaded. Perfect Voice Professional Tis16
will play the temporary greeting/whattodo during the open hours. Perfect Voice Professional Tis16 will
automatically switch to the closed greeting after hours and play the regular open greeting on Friday.
Temporary greetings and whattodos are recorded in User ID 980:
User 980 Greeting 7: Temporary Greeting
User 980 Greeting 8: Temporary Whattodo
If the system does not have an open/closed schedule, you may record a temporary greeting and whattodo in
User ID 980 Greetings 3 and 4. Manually toggle the system from open to closed mode as needed. (See
"Manually Select Open or Closed Mode".)

I&M
Recording Greetings and Whattodos
Refer to "Recording System Greetings and Whattodos" for clarification of "greeting" and "whattodo" and
instructions on how to record them. Keep in mind you may only want to change the greeting or the
?
whattodo, it is not necessary to change both.
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50 System Administration

Manually Select the Open or Closed Mode
Once the greeting and whattodo for open, closed, or holiday mode have been recorded, the new recordings
may be activated immediately using the following procedure for manually selecting open, closed, holiday,
or workday mode. Otherwise, the new recordings will play at their regularly scheduled time.

Press Intercom and call the Perfect

Voice Professional Tis16 system.
Enter 910
Press 1 for Open or Closed mode.
To place the system in open mode,
press 1. To place the system in
closed mode, press 2. . .
To place in open mode, press 1,
To place in closed mode, press 2,
To place in holiday mode, press 3,
To place in workday mode, press 4.
You have selected ... If this is
correct, press 1. If this is not
correct, press 2.
If not correct, press 2.
If correct, press 1.
To cancel, press *.
I&M
Please wait while your
changes are processed.
Beeps..... No Changes
?
Beeps..... Changes are
complete.
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System Administration 51

Single Digit Audiotext Messages
The following are tips to assist in setting up and recording Single Digit Audiotext messages and to re-record
any message.
Each Single Digit audiotext recorded message is to give the caller a bit of information about
your company
Write the audiotext message script using the following worksheet
Secure someone to record the messages using a quiet environment
Follow the steps for recording the audiotext message
Audiotext Scripts
Instance User
ID Description
0

Script

Instance User
ID Description
0

Script

I&M

?

Recording Audiotext Scripts
To record Single Digit Options or standard audiotext Users, follow the steps above for recording the
greeting and whattodo. Substitute the Single Digit User ID or Standard User ID for the User ID in the steps
above. Again, by default, the password for these Users is the same as the User ID.
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52 System Administration

Change the System Date and Time
If necessary, you may adjust the date and time on the Perfect Voice Professional Tis16 system by using the
following procedure. You must change the system date and time when the system has been reset. If the
date and time have not been set, the following message plays: "The current system date is invalid."
To Change the System Date & System Time:

Press Intercom and call the Perfect
Thank you for calling. If you have a
Voice Professional Tis16 system.
touch-tone phone . . .
NOTE: If the telephone system has
been programmed, you may need to
press ** to cancel auto-login before
dialing 7.
Enter System Access Code: 7
Enter User ID: 900
System Administrator Menu:
Enter the password for User ID 900.
For the Current Date and Time,
press 1. To Change the System
Time, press 2 ....
Press 1 to review the current date and
time.
I&M
?
If satisfied
Press 2 to
Press 3 to
with the Date
change the
change the
and Time,
current Time.
current Date.
press 0 to
return to the
Whattodo.
Enter in the
Enter in the
new Time.
new Date.

24 hour format
YYMMDD
When satisfied with the Time and Date, press 0 to
return to the Whattodo.
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System Administration 53

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 Professional Tis16 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 Professional Tis16 system may be
networked to other Perfect Voice 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.

NOTE: To enable AMIS networking, contact Teleco Technical Support at 1-
800-755-1552.
Recording Site Names
Log in to Mailbox 900. (The beginning menu is the System Administrator menu.)
Press 8 to record network site name. You are given the following choices:

1 Review first site

5 Review
last
site

6 Select
site

9 Exit this menu

0 Log
out

* Replay
options
Press 1 to review first site. You will be given the following choices:
I&M

1 Review next site

2 Replay current site

3 Record site name
?

4 Delete
site
name

5 Review previous site

6 Select
site

9 Exit this menu

0 Log
out

* Replay
options
Press 3 to record site name.
After recording site name, press 1 to go to next site.
Press 3 to record next site name.

Proceed until all site names have been recorded.

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54 System Administration

Sending a Message to an AMIS User
To send a message to an AMIS User, perform the following steps:

Select 6 to send a new message.
Select 2 to record your message.
Record your message and press # .
Press 8 to select Network ID.
Enter Network ID & press #.
Enter the
Press ## for a listing of
appropriate
sites.
site number
and press #.
1
2
5
8
9
First Site
Current
Last Site Select Specific Exit
Next
Previous
Accept
Site
I&M
9 to accept.
?
You have selected . . .
Select 1 to send message.
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System Administration 55

Using and Configuring the Default Operator
The default Operator for Perfect Voice Professional Tis16 is User ID 0. Whether a caller dials 0 or does not
dial anything from the main greeting he or she is directed to the extension programmed for User ID 0.
Perfect Voice Professional Tis16 is pre-programmed with the extension 0 for User ID 0.
To change this, perform the following step:

Programming the Default Operator's Extension
NOTE: If the telephone

system has been
Press intercom and call Perfect Voice Professional Tis16.

programmed, you may
need to press ** to

cancel auto-login before

dialing 7.

Enter System Access Code: 7

Enter User ID: 0

Enter Password for User ID 0.

Press 9 to Back out of Message Management.

I&M

Press 5 for User Setup.

?

Press 8 to change the extension.

Enter Extension. When finished, press #.

In most installations, programming the default operator's extension is all that is required. However, you
may choose to customize the installation by enabling off-hours messaging for the default operator. There
are two steps involved in enabling messaging for the Default User:
1. Recording a personal greeting
2. Enabling call blocking.

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56 System Administration

Recording a Personal Greeting for the Default User's Mailbox
The personal greeting for the Default Operator should explain to the caller that they are in a general delivery
mailbox and that they should leave their name, company name, callback number and whom they are calling.
This greeting is only played when call blocking is enabled.

NOTE: If the telephone

Press intercom and call Perfect Voice Professional Tis16.
system has been
programmed, you may

need to press ** to

cancel auto-login before
dialing 7.

Enter System Access Code: 7

Enter User ID: 0.

Enter Password for User ID 0.

Dial 9 to Back out of Message Management.

Dial 2 for Call Management.

Dial 5 to Record Personal Greeting.
I&M
Record Personal Greeting. When finished, press #.
?
Dial 1 to Listen to the Personal Greeting.
If OK, Press 0 to Exit.
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System Administration 57

Enabling / De-Activating Operator Personal Greeting
The operator manually enables call blocking when no one is able to take calls at the operator position.

Press intercom and call Perfect Voic

e Professional Tis16.

NOTE: If the telephone

system has been

programmed, you may need
Enter System Acces
to press ** to cancel auto-

s Code: 7
login before dialing 7.

Enter User ID: 0

Enter Password for User
ID 0.

Dial 9 to Back Out of Mes

sage Management.

Dial 2 for Call Management.

Press 2 to Toggle Call Blocking Status.
(Even if this option is not spoken in the Call Management

Menu, pressing 2 will toggle call blocking.)

A common scenario is for the operator to turn call blocking on at night, disabling transfers to the operator's
extension and allowing the caller to leave a message in the operator's mailbox. It is the operator's
I&M
responsibility to disable call blocking during business hours so that callers may get through to a live person.

?
Retrieving messages From the Default Operator's Mailbox.
If call blocking has been enabled for User ID 0, messages will begin to accumulate in this box. It is the
operator's responsibility to pick up these messages.

Press intercom and call Perfect Voice Professional Tis16.
NOTE: If the telephone

system has been
programmed, you may need
Enter System Access Code: 7
to press ** to cancel auto-
login before dialing 7.
Enter User ID: 0
Enter Password for User ID 0.
Listen to Messages.
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58 System Administration

Public Distribution Lists
Perfect Voice Professional Tis16 automatically generates 3 public distribution lists:
1. User ID 950 includes all Normal and Outside Users
2. User ID 951 includes all Normal Users
3. User ID 952 includes all Outside Users

The System Administrator maintains these lists. You may create up to 7 additional public distribution lists
(User IDs 953-959) and record names for each list.

Maintaining or Creating New Public Distribution Lists
You may review list members, remove members from the distribution list, or add new Users to the
distribution list.

Press intercom and call Perfect Voice Professional Tis16.

NOTE: If the telephone

system has been
programmed, you may need

to press ** to cancel auto-
Enter System Acces

s Code: 7
login before dialing 7.

Enter Distribution List User ID: _______.

I&M
Enter the Password for the Use
r ID: _______.

?

1
2
3
4
5
7
8
9
0

Review Next Re-Review Remove All Remove Review Add New Add New
Exit
Log Out
or First
Current
Members
Current Last
User ID
Network ID

Member
Member
from List
Member

Member
to List
to List
from List

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System Administration 59

Recording Public Distribution List Names
You may record a name for each public distribution list.
Press intercom and call Perfect Voice Professional Tis16.
NOTE: If the telephone
system has been
programmed, you may need
to press ** to cancel auto-
Enter System Access Code: 7
login before dialing 7.
Enter Distribution List User ID: _____.
Enter the Password for the User ID: _____.
Press 9 to Return to the Main Menu.
Press 5 to Access User Setup.
Press 2 to Record Name.
Record Distribution List Name. Press # When Finished.
I&M
Press 0 to Exit.
?
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60 System Administration

Changing User Passwords
As the administrator of the system, you are responsible for the safe keeping of several User IDs. When the
system is installed, all passwords are the same as their corresponding User IDs. If security is an issue, it is
the System Administrator's responsibility to change passwords to the following User IDs.

User IDs
Description
0 Default
Operator
1 6
Single Digit Users
900 Administrator
980
Open and Close Greeting Recording
950 959
Public Distribution Lists Maintenance

Press intercom and call Perfect Voice Professional Tis16.

NOTE: If the telephone

system has been
programmed, you may need

to press ** to cancel auto-

Enter System Access Code: 7
login before dialing 7.

Enter User ID: _____.

I&M
Enter the Password for the User ID: _____.

?

Press 9 to Back Out to the Main Menu.

Press 5 to Access User Setup*.

Press 1 to Change the Password.

Enter New Password. Press # when finished.

(You may enter 1 to 8 digits. The password can't contain *

or #. Leading zeroes are ignored.)

Perfect Voice Professional Tis16
PVPTis16IM

Remote Diagnostics/Administration A-1

Appendix A: Remote Diagnostics/Administration
Initial Setting for Remote Communications
When the Perfect Voice Professional Tis16 boots, by default, the internal modem is initialized and the
CONSOLE port (COM 2) is active and set at 57600 baud.

Screens Remote Connection
Remote programming and maintenance can be accomplished by connecting to the internal modem. Call any
Voice Mail port and after it answers, dial #*#.

Remote Connection Diagram

Internal or external

modem with
Any Voice Mail
Phone line
communications
port

software

Screens Local Connection
Local programming and maintenance can be accomplished by connecting a laptop/PC to the CONSOLE
PORT (COM 2) of the voice mail system and typing in HELLO.
I&M
N O T E
Typing HELLO puts the Scheduler is on HOLD until you type BYE. (The Scheduler
is disabled while online so the system will work in conjunction with AGM.)
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Scheduled events will NOT run as long as you are in the "Hello" mode. Be sure
that you type BYE when you have finished programming/maintenance.

The basic materials required for the local connection are a laptop/PC and a standard 9 to 9 null modem
cable. NOTE: You cannot use the CONSOLE PORT (COM 2) and modem (COM 3) for Klinic/Admin
connection at the same time.

Local Connection Diagram

Voice Mail

(COM 2)
Serial port with

Null modem cable
communications

Start on
software
Console

port
Perfect Voice Professional Tis16
PVPTis16IM

A-2 Remote Diagnostics/Administration

Accessing SCREENS
To access the SCREENS interface, you must connect locally to COM 2 or dial in remotely.
****** You must type HELLO to access from COM 2 ******
To connect locally with your PC on COM 2:
1. Type
HELLO while connected to the CONSOLE port. (The port is kept at 57600 baud.)
To dial in remotely:
1. Call any Voice Mail port and after it answers, dial #*# to turn any port into a modem.

N O T E
To restore internal modem access and restart Scheduler, be
sure to type BYE upon ending your local COM 2 session.

Resetting or Initializing the Internal Modem on the Perfect Voice
Professional Tis16
To reset or initialize a modem on the Perfect Voice Professional Tis16, first dial the system. From the list
below, dial the appropriate code, followed by the confirmation code (the codes are the same). You will hear
"Please wait.... beep..beep..beep" followed by the Whattodo. Hang up at this time.

Code
Modem
Confirmation
Code
970
Local Connection on COM 2 at 9600
970
971
Local Connection on COM 2 at 57600
971
I&M
972
Hayes 2400 fixed internal modem (COM 3)
972
973
Local Connection on COM 2 at 19200
973
974
Local Connection on COM 2 at 38400
974
?
975
Local Connection on COM 2 at 115000
975
976
Hayes modem on COM 2 at 9600
976
977
Not used
Not used
978
Start SMDI on COM 1
978
NOTE: Perfect Voice Professional Tis16 reboots after
selecting this option.
979
Disable SMDI
979
NOTE: Perfect Voice Professional Tis16 reboots after
selecting this option.

Perfect Voice Professional Tis16
PVPTis16IM

Remote Diagnostics/Administration A-3

System Boot Options
When the system is first booted, the following options are available from a menu. If no selection is made,
the system defaults to option number 3.

Option
Menu Selection Action
Voice Mail State
1
Local Connection on COM 2 at 9600
Active
2
Local Connection on COM 2 at 57600
Active
3
Hayes 2400 Internal COM 3
Active
4
Update on COM 2 at 9600
Inactive
5
Update on COM 2 at 38400
Inactive
6
Update on COM 2 at 57600
Inactive
7
Update on COM 2 at 115000
Inactive
8
No KLINIC Console port only
Console port only/Inactive
9
No Autoexec Console port only
Console port only/Inactive

I&M
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Perfect Voice Professional Tis16
PVPTis16IM

A-4 Remote Diagnostics/Administration

Screens Access
Once a connection has been established to the system a password prompt will be displayed on the screen; at
this point the password "CALLHELP" should be entered. If the password prompt is not displayed then the
serial port initialization procedure should be repeated. See "Initialize the Port", page A- 2.
<--- K L I N I C --->
Password>

Upon successful entry of the password then system will default to the DOS prompt with the instructions "To
enter Advanced Menus type: SCREENS". Typing SCREENS will allow entry into the SCREENS
programming interface. For further details on the SCREENS interface please refer to the System
Configuration section of the Perfect Voice Installation and Maintenance manual. If DOS programming
is required, proceed without typing SCREENS (please refer to the Advanced Administration section of the
Perfect Voice Installation and Maintenance manual for further details). See diagram below.

I&M
To enter Advanced Menus type: SCREENS.
C:\>
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Perfect Voice Professional Tis16
PVPTis16IM

Remote Diagnostics/Administration A-5

Working Remotely
Connecting to a remote site running the Klinic software allows for total emulation of the host keyboard.
To emulate the Function key strokes on the host computer, extended keys must be setup on the remote PC.
All extended keystrokes, including the Control and Alt and Shifted versions of most keys can be executed
on the remote system by entering special sequences of standard ASCII characters. This sequence always
begins with an opening curly brace "{" and ends with a closing curly brace "}". For example, to enter a
PageDown on the remote system, enter {PGDN}. Upon receipt of the closing curly brace, Klinic "presses"
the appropriate key on the remote system.
The Control version of keys is created by simply adding a "C" at the beginning of the command. Therefore,
Control-PageDown would be entered as {CPGDN}. Likewise the Alt and Shift versions can be created by
adding an A or S to the command.
The following table lists the key codes available through Klinic. As mentioned above, adding a C, A or S to
the beginning of these codes causes the Control-ed, Alt-ed, and Shifted versions of these keys to be pressed.
The codes are not case-sensitive.

If you key in Klinic "presses"

If you key in Klinic "presses"
this locally... this key on the
this locally... this key on the
remote system.
remote system.
{F1}
F1
{F11}
F11
{F2}
F2
{F12}
F12
{F3}
F3
{PGUP}
PageUp
{F4}
F4
{PGDN}
PageDown
{F5}
F5
{HOME}
Home
{F6}
F6
{END}
End
{F7}
F7
{INS}
Insert
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{F8}
F8
{DEL}
Delete
{F9}
F9
{BREAK}
Break
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{F10}
F10

Sometimes the remote system appears to stop accepting keystrokes. This could be due to a high system load
or a noisy line. For the latter case, noise that looked like an opening brace character was received. To get
around this, press the closing brace character a few times until you see it echoed on the local screen. This
terminates whatever accidental extended key sequence was in progress. If the problem persists, try calling
back into the system on another line or at a lower baud rate.

Perfect Voice Professional Tis16
PVPTis16IM

A-6 Remote Diagnostics/Administration

File Transfers
Four programs are supplied with Perfect Voice Professional Tis16 to enable the transfer of files between the
local PC and remote Perfect Voice Professional Tis16 system. These programs send and receive files using
the XMODEM or ZMODEM file transfer protocol. The first character of the command specifics if you are
using Xmodem or Zmodem transfer protocol.
ZSEND
Initiate a ZMODEM file transfer to send a file from the Perfect Voice
Professional Tis16 system to the local PC.
ZRCV
Initiate a ZMODEM file transfer to receive a file from the local PC to the
Perfect Voice Professional Tis16 system.

If Zmodem transfers do not work, you can try Xmodem, using the commands below.
XSEND
Initiate an XMODEM file transfer to send a file from the Perfect Voice
Professional Tis16 system to the local PC.
XRCV
Initiate an XMODEM file transfer to receive a file from the local PC to the
Perfect Voice Professional Tis16 system.

To transfer a file, run the appropriate program by keying in the command from the Perfect Voice
Professional Tis16 system DOS system prompt, supplying the name of the file to send/receive as the only
command line argument. After keying in the "Z..." command on the Perfect Voice Professional Tis16
system, initiate the download/upload procedure in the communications software on the local PC. Configure
the download parameters on the local PC to use XMODEM file transfer protocol.

Disconnect
To disconnect from the remote system, type in the BYE command from any DOS prompt on the remote
I&M
system.
N O T E
Remember, the scheduler is on hold until you type BYE scheduled events will not
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run (greetings will not change) until you exit the "Hello" mode by typing BYE.
Perfect Voice Professional Tis16
PVPTis16IM

Remote Diagnostics/Administration A-7

Screens Connection
The system is equipped with a serial port to act as the programming port when the SCREENS programming
interface is required. When the system is booted-up, it will be configured for a modem connection at
9600bps/None/8/1.
In order to connect a device such as a laptop or PC equivalent, communication software with the settings of
9600bps/None/8/1 is required with a null modem cable to serve as the link between the two machines. A
straight through cable with a null modem adapter can serve as a substitute if a null modem cable cannot be
obtained.
The serial port is a standard 9 pin male RS232 connection therefore requires the null modem cable to be a
9pin female. The other end of the cable depends on the serial port of the programming terminal (most serial
ports equipped on personal computers are 9 pin males). If a custom cable is required or cross connections
must be used please refer to the following diagram for assembly instructions.

Null Modem Pinout DB9 to DB9 (female to female)

1
7
8

and

2
3

3
2

4
6

I&M

5
5

6
4
?

7
1

8
1

9
9

Perfect Voice Professional Tis16
PVPTis16IM

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Custom Dialplan B-1

Appendix B: Create a Custom Dialplan
You may create a custom dialplan for Perfect Voice Professional Tis16. You may create 2-digit, 3-digit, or
4-digit Users.

When creating a custom dialplan, keep several rules in mind:
Due to limited disk space, the maximum number of mailboxes allowed on the Perfect Voice
Professional Tis16 system is approximately 300.
Maximum Ranges: 10-69 (2-digit range), 100-699 (3-digit range), and 1000-6999 (4-digit range).
When entering a range of numbers, the Starting number and Last number of the range must
begin with the same lead digit. For example, 20 through 29, 200 through 299, or 2000 through
2999 are valid entries. 20 through 39, 200 through 499, or 2000 through 5999 are not valid. To
create Users 20 through 59, you must enter a single range at a time. First enter 20-29, then 30-39,
then 40-49, then 50-59.
When entering a range of numbers, the Starting and Last User in the range must be the same
length (2-digits, 3-digits, or 4-digits). For example, 30-39, 300-399, or 3000-3999 are valid
entries. 30-300 and 300-3000 are not valid entries.
Once you have established a range of Users for a specific leading digit, all subsequent additions
must be within the same extension length of that range. For example:

User Range
Leading
Locked-In
Invalid subsequent adds
Established
Digit
Extension
Length
30-39
3
2
300-399 (3-digits), 3000-3999 (4-digits)
400-499
4
3
40-49 (2-digits), 4000-4999 (4-digits)
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5000-5999
5
4
50-59 (2-digits), 500-599 (3-digits)

If a User already exists in a range, that User is skipped over in the creation of the range.
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Perfect Voice Professional Tis16
PVPTis16IM

B-2 Custom Dialplan

Press Intercom and call the Perfect
Voice Professional Tis16 system.

NOTE: If the telephone system has

been programmed, you may need to

Dial 912
press ** to cancel auto-login before

dialing 912.

Press 0

Press 9090#

Press 1 to add normal Users, or

Press 2 to add outside Users, or
Press 3 to add audiotext Users, or

Press 4 to add SMDI Users.

Enter starting number

Enter starting number of the range.

When finished, press #.

Enter last number

Enter last number of the range. When
finished, press #.

I&M

You have selected (starting number)

"beep" (last number). If this is
correct press 1...

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Press 1 if correct.
Press 2 if not correct.

Press 1 to make
Press 2 to make

changes
more changes.

effective.

"Please wait." (then
you hear several tones)

You are placed at the main
greeting. Hang up.
Perfect Voice Professional Tis16
PVPTis16IM

Database Worksheets C-1

Appendix C: Database Worksheets
User Lists : Pre-configured Dialplans
During the installation of your Perfect Voice Professional Tis16 system, the installing technician completed
worksheets for the Users. The following lists are supplied for you to maintain an updated listing of all of the
active Users.
Single Digit Worksheet
User ID
Name
Audiotext
Transfer-Only
Ext.
Y/N
Y/N
1

2

3

4

5

6

Auto-Detect Worksheet
User
Name Ext.
ID
990 Fax
Extension
991 TDD
Extension
I&M

Public Distribution Lists
User ID
Name
Ext.
?
950

All Normal & Outside
Users
951 All
Normal
Users
952 All
Outside
Users
953

954

955

956

957

958

959

Perfect Voice Professional Tis16
PVPTis16IM

C-2 Database Worksheets

Normal User Worksheet (2-Digit)
The pre-configured 2-digit Normal Users range from 10 to 59. Make additional copies of this worksheet as
needed.

User ID
Name
Pager Number
Ext.
0

0*

I&M

?

*Extension may be changed. See "Configuring the Default Operator".
Perfect Voice Professional Tis16
PVPTis16IM

Database Worksheets C-3

Normal User Worksheet (3-Digit)
Depending on the pre-configured dialplan you selected, the Normal Users may range from 100-199, 200-
299, or 300-399. Make additional copies of this worksheet as needed.

User ID
Name
Pager Number
Ext.
0

0*

I&M

?

*Extension may be changed. See "Configuring the Default Operator".
Perfect Voice Professional Tis16
PVPTis16IM

C-4 Database Worksheets

Outside User Worksheet
The pre-configured Outside Users range from 600 to 649. Make additional copies of this worksheet as
needed.

User ID
Name
Pager Number

I&M

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Perfect Voice Professional Tis16
PVPTis16IM

Installing Hyperterminal D-1

Appendix D: Installing Hyperterminal

Installing Hyperterminal Private Edition 4.0
Hyperterminal Private Edition 4.0 is available in the Technician's Tool Kit. Perform the following steps to
install Hyperterminal.

1. Turn on the computer and start Windows.
2. Insert the diskette into the appropriate disk drive.
3. Click the Start button and select Run. A dialog box appears. Click Browse.

4. From the appropriate disk drive, select Htpe4.exe and click Open.

5. The initial installation screen appears.
I&M
?

6. Select HyperTerminal Private Edition 4.0 and click Next. The next screen describes this edition.
Perfect Voice Professional Tis16
PVPTis16IM

D-2 Installing Hyperterminal

7. Click Next. The License Agreement screen is displayed.
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8. Select I accept the terms of the license agreement and click Next. You will be asked if you personally own
the computer where HyperTerminal is being installed.
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Perfect Voice Professional Tis16
PVPTis16IM

Installing Hyperterminal D-3

9. Answer appropriately and click Next.

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Perfect Voice Professional Tis16
PVPTis16IM

D-4 Installing Hyperterminal

. . . This page intentionally left blank . . .
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Perfect Voice Professional Tis16
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Software Updates E-1

Appendix E: Software Updates
For information on upgrading a Perfect Voice Professional Tis16 system:
1. Access Teleco's web page at www.teleco.com

2. Go to the Dealer section.
3. Click
on
Service
Bulletins

4. Enter
Answer as the
key search phrase.
5. Click
SUBMIT.

I&M

6. Select
applicable
documents.
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Perfect Voice Professional Tis16
PVPTis16IM

E-2 Software Updates

How Do I Know the Current Software Version?
The serial number is located on the back of the unit. At the C:\ prompt, enter type version.txt to display the
correct version number.

I&M
?
Perfect Voice Professional Tis16
PVPTis16IM

Terms F-1

Appendix F: Terms
Understanding the meaning of the following terms is the first step to understanding Perfect Voice
Professional Tis16.
caller .. ..... ..... ..... .....An individual calling your company from an outside line.
User ... ..... ..... ..... .....An individual who is defined on Perfect Voice Professional Tis16 system.
User ID ..... ..... ..... .....A two, three, or four-digit number assigned to each User. This is the number or
"extension" that a caller enters to select a User. The User ID is often the same
number as the User's telephone system extension number.
personal greeting .. .....The message heard by a caller when the User he is trying to reach is not
available. This message is normally by the User in his own voice. A personal
greeting might sound something like, "You have reached the voice mailbox of
Nancy Jones. I am not able to take your call at this time.....".
greeting .... ..... ..... .....The recorded message heard by callers after the system answers their call (i.e.
"Thank you for calling ABC Company...")
whattodo... ..... ..... .....The recorded message heard by callers immediately after the system plays the
greeting (i.e. "Using your touch-tone phone, please enter the extension of the
person you wish to reach...").
audiotext... ..... ..... .....A message heard by a caller after selecting certain single digit options (i.e.
"Our mailing address is 110 Oak Street...").
automated attendant...A function of Perfect Voice Professional Tis16 in which callers are transferred
to a User's extension after entering his or her User ID.
voice messaging .... .....A function of Perfect Voice Professional Tis16 in which messages are recorded
for a User or group of Users.
DTMF. ..... ..... ..... .....The tone generated by a touchtone telephone when one of its keypad digits is
I&M
pressed.
default operator.... .....The User to which a caller is transferred to if no selection is made from the
main greeting or whattodo.
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distribution list ..... .....A group of Users to whom a message can be easily sent or forwarded by
selecting a single number.
Directory assistance ....Offers callers who do not know your User ID the option of "spelling out" your
name by pressing the telephone keys that correspond to your last name.

Modes of Operation
Primary Attendant
When Perfect Voice Professional Tis16 is configured as the primary attendant, a caller who dials your
company's main telephone number is answered by the Perfect Voice Professional Tis16 system. The
automated attendant function allows the callers to enter a User ID and Perfect Voice Professional Tis16
processes the call based upon the User ID entered.
Secondary Attendant
When Perfect Voice Professional Tis16 is configured as the secondary attendant, a person answers a caller
who dials your company's main telephone number. However, if the caller dials a secondary or "back door"
telephone number, or if there is more call activity than the human attendant can handle, Perfect Voice
Perfect Voice Professional Tis16
PVPTis16IM

F-2 Terms

Professional Tis16 answers the call. The calls are then processed just as if the Perfect Voice Professional
Tis16 were a primary attendant.
Voice Messaging
In this mode, a call is directed to Perfect Voice Professional Tis16, because the User is not available to take
the call. Perfect Voice Professional Tis16 then records a message for the User. This is voice messaging.

Users
Normal Users
Normal Users are those individuals who have a physical extension number on the telephone system that
directly corresponds to their User ID, or mailbox, on the Perfect Voice Professional Tis16 system. If the
called extension number is busy or does not answer, the caller is prompted to leave a message, enter another
extension number or press 0 to reach the operator. The Normal User and Outside Mailbox User IDs may be
two, three, or four digit numbers.
Outside Mailbox Users
Outside Mailbox Users are those individuals who do not have a physical extension number on the telephone
system but who do have a mailbox on the Perfect Voice Professional Tis16 system. When a caller enters an
Outside User ID, Perfect Voice Professional Tis16 immediately plays the personal greeting for the mailbox
and allows the caller to leave a message or dial another extension. The Normal User and Outside Mailbox
User IDs may be two, three, or four digit numbers.
Audiotext Mailbox
An Audiotext Mailbox is not associated with a specific telephone extension and does not take messages.
Instead, it plays a pre-recorded greeting that provides information to callers. The information could be
anything the company would like callers to have but does not necessarily need a person to say. Audiotext
boxes are useful in playing information to callers such as the company address, fax number, business hours
and general information.
Auto-Detect Users
I&M
Two Auto-Detect Users are pre-defined (990=fax extension, 991=TDD extension).
Single Digit Users
Single Digit Users available are 1, 2, 3, 4, 5, and 6. These Users may also be defined as audiotext boxes
?
and/or transfer boxes.

System Codes
Pre-Defined System Codes
The pre-defined system codes are as follows:
· System Access code: 7
· Hang-up, or Endcall code: 998
· Direct to take a Message: 997
· Direct to Personal Greeting: 8
· Directory Assistance: 9
Perfect Voice Professional Tis16
PVPTis16IM

I&M
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430 Woodruff Road
Suite 300
Greenville, SC USA
29607
1-(864) 297-4401
www.teleco.com
PVPTis16IM

Revision 1.3
January, 2004

Document Outline