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REPLAY

VERSION 3.0

REPLAY PLUS
®

VERSION 6.70 / 6.71

TECHNICIAN ’S
GUIDE

SM-300671-TECH
T ECHNICIAN’S GUIDE

First Edition

Copyright © 1997 Active Voice Corporation. All rights


reserved.

Active Voice, EasyMade, Replay, and VoiceMate are


registered trademarks of Active Voice Corporation.
Active Fax is a trademark of Active Voice Corporation.
Other brand and product names used herein are trade-
marks of their respective owners.

The entire program and user interface including the


structure, sequence, selection, and arrangement of the
dialog, the exclusively “Yes” and “No” choices repre-
sented by “1” and “2,” and each dialog message, are
protected by copyrights registered in the United States and
by international treaties.

Protected by one or more of the following United States


patents: 5,070,526; 5,488,650; 5,434,906; 5,581,604;
5,533,102; 5,568,540; 5,625,676.

Active Voice Corporation


Seattle, Washington
U.S.A.
Contents

CHAPTER•1 CHAPTER•5

Before you begin ................................. 1 Adding optional packages or


New features in this version ................... 2 hardware to an existing system ........ 41
Using this guide ..................................... 6 Where to begin .................................... 42
Installing hardware components .......... 44
CHAPTER•2 Reprogramming the system key and
Assembling a kit ................................ 11 installing the software .......................... 46
Computer requirements ....................... 12 Connecting the systems ....................... 48
Preparing the hard disk ........................ 14 Running the reconfiguration
Installing hardware components .......... 16 program ............................................... 49
Installing the voice messaging
software ............................................... 18 CHAPTER•6

Fundamental system features ........... 51


CHAPTER•3 Planning a basic system ....................... 52
Installing VoiceMate or System IDs ........................................... 54
an assembled kit ............................... 21 The transfer-greeting-action
Installing and testing the system key ... 22 structure ............................................... 56
Programming the telephone system .... 26 Transfer types ....................................... 58
Testing the analog extensions .............. 28 Dialing external telephone numbers .... 60
Connecting the telephone system
and the voice messaging system ......... 30 CHAPTER•7

Verifying that all ports answer .............. 31 Configuring general


system settings ................................. 63
CHAPTER•4 Using the worksheets ........................... 64
Updating an existing voice Enabling the voice messaging
messaging system ............................. 33 system to communicate with your tele-
Verifying the current software phone system ....................................... 65
version ................................................. 34 Configuring system-wide options ........ 66
Computer and hardware Recording the site information ............ 68
requirements ........................................ 35 Changing the keypad map ................... 70
Verifying available recording time
and memory ......................................... 36 CHAPTER•8

Backing up the voice messaging Setting up the basic application ........ 73


system .................................................. 37 Using the worksheets ........................... 74
Updating the voice messaging Setting up the opening greeting
software ............................................... 38 transaction box .................................... 76
Where opening greeting options Setting up automatic directory
appear .................................................. 40 assistance ............................................. 80
Setting up numeric directory
assistance ............................................. 82

CONTENTS iii
CONTENTS

Setting up the Operator box ............... 88 Updating Remote Maintenance on


Setting up the Public Fax box .............. 92 the support computer ........................ 157
Configuring settings for public Getting started on the support
messages ............................................. 98 computer ........................................... 158
Setting up the voice ports .................. 100 Disabling the mouse .......................... 159
Setting up system schedules .............. 106 Configuring the support computer’s
phone book ....................................... 160
CHAPTER•9 Making a connection .......................... 164
Setting up voice mail Suspending and resuming a
for subscribers ................................. 111 Remote Maintenance session ............ 166
Using the worksheets ......................... 112 Ending a connection .......................... 167
Setting up the default subscriber Transferring files ................................. 168
screens ............................................... 114 Managing files .................................... 172
Configuring call transfer settings ....... 116 Editing files ........................................ 174
Configuring the options for action Restarting the host computer ............ 175
after greeting and messages ............. 120 Tracking Remote Maintenance
Configuring message notification sessions with the billing log ............... 176
and delivery options .......................... 122 Using TOPTIONS ............................... 180
Configuring access options ................ 126
Deciding how to enroll subscribers .... 130 C H A P T E R • 12

Adding subscribers ............................ 132 The optional Laptop Access


Assigning system manager status ...... 134 package ........................................... 185
Setting up message groups ............... 136 Laptop Access requirements .............. 186
Providing personal call handling Configuring a phone book entry ........ 187
for guests ........................................... 140 Using Laptop Access .......................... 188

C H A P T E R • 10 C H A P T E R • 13

Backing up the system .................... 143 The optional Network Access


Deciding which files to back up ......... 144 package ........................................... 191
Deciding when to back up files .......... 146 Network Access overview .................. 192
Backing up with Toolkit ...................... 147 Accessing the console from an
Internet browser ................................ 193
C H A P T E R • 11

Remote Maintenance ...................... 149 C H A P T E R • 14

Remote Maintenance overview .......... 150 Setting up the Hospitality


Preparing both computers ................. 152 package ........................................... 195
Configuring a host computer’s Customizing general Hospitality
phone book entry .............................. 154 settings .............................................. 196
Installing Remote Maintenance on Configuring default hotel guest
the support computer ........................ 156 settings .............................................. 200

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CONTENTS

Adding hotel guest mailboxes ........... 206 Adding and setting up personal
Building a hotel information fax boxes ............................................ 244
service ................................................ 207 Setting up fax mail notification
Installing the Multilingual Guest and delivery ....................................... 246
Conversation package ....................... 208
C H A P T E R • 17

C H A P T E R • 15 Setting up the optional Rnet


Installing the optional PMS package ........................................... 249
Integration package ........................ 211 Assembling local and remote site
Using this chapter .............................. 212 information ......................................... 250
Verifying PMS requirements and Configuring a local site ...................... 252
features .............................................. 213 Configuring remote site default
Verifying serial port requirements ...... 214 settings .............................................. 253
Identifying settings for the software Adding remote sites .......................... 254
installation .......................................... 216 Testing the Rnet setup ....................... 256
Connecting the systems: PMS
Integration only .................................. 220 C H A P T E R • 18

Connecting the systems: PMS The optional Automatic Replog


Integration with serial telephone Collection package .......................... 257
integration ......................................... 222 Preparing the remote sites ................. 258
Connecting the systems: PMS Installing Automatic Replog
Integration with Hitachi/WelCOMM Collection ........................................... 259
telephone system ............................... 226 Setting up Automatic Replog
Hitachi/WelCOMM: Setting up Collection ........................................... 260
the voice messaging system .............. 228 Downloading Call logs ....................... 262
Setting up hotel guest security Extracting Call logs ............................ 264
codes ................................................. 229 Configuring settings remotely ........... 265
Testing integration features ............... 230
C H A P T E R • 19

C H A P T E R • 16 Troubleshooting .............................. 267


Setting up the optional Active Fax Troubleshooting the hardware ........... 268
package ........................................... 235 Resolving fax tone detection
Setting up the fax ports ..................... 236 problems ............................................ 269
Configuring general fax delivery Resolving tone detection problems ... 270
options ............................................... 238 Troubleshooting Remote
Changing the retry fax delivery Maintenance ...................................... 274
pattern ............................................... 240 Troubleshooting Network Access ...... 278
Restricting the dialing area for Troubleshooting Hospitality ............... 280
fax-on-demand .................................. 242 Troubleshooting the PMS
Integration ......................................... 282

CONTENTS v
CONTENTS

Resolving communication
parameters problems for a
PMS Integration ................................. 288
Troubleshooting Active Fax ............... 292
Troubleshooting Rnet ......................... 298

APPENDIX•A

Hardware IRQ and base address


settings ............................................ 305

APPENDIX•B

Console access software ................. 309

APPENDIX•C

Hardware documentation ................ 313

Index ............................................... 351

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C H A P T E R • 1

Before you begin

New features in this version ................................. 2

Using this guide ..................................................... 6

BEFORE YOU BEGIN 1


New features in this version

Replay 3.0® offers the following new Greeting keys replaced


features: Transaction boxes replace Greeting keys,
allowing more flexibility in handling
Graphical interface calls.
A graphical user interface replaces the
character-based screens. Reprogrammable system key
When adding optional packages or
Documentation hardware to your system, you can now
Documentation includes online Help, reprogram your current system key
the Technician’s Guide, and the System instead of returning the key for a re-
Manager’s Guide. These three resources placement.
explain how to install, plan, and use the
voice messaging system. Toolkit
The Toolkit utility is now standard,
Mouse offering you a variety of operating
A mouse is now required to navigate the system maintenance utilities that
new interface. perform functions such as disk
defragmentation, disk check, and
Faster modem backup.
A 14,400-baud modem is now used for
Remote Maintenance. Earlier versions
used a 2,400-baud modem.

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NEW FEATURES IN THIS VERSION

Reconfiguration utility Network Access


The new Reconfiguration utility makes With this optional package, you can use
it easy to change settings in the voice Netscape Navigator or Microsoft Internet
messaging system’s configuration files. Explorer to access the voice messaging
system screens over a LAN (local area
Remote Maintenance network), WAN (wide area network), or
Remote Maintenance is included with all the Internet.
voice messaging systems.
Automatic Replog Collection
Monitor, mouse, and keyboard This optional package allows you to
A monitor, mouse, and keyboard can be use a central computer to copy Call logs
purchased as an optional package. PS/2, from remote voice messaging systems.
serial, and bus mouse devices are
available.

Laptop Access
The optional Laptop Access package
allows you to connect a second com-
puter (typically a laptop) to the voice
messaging computer to perform system
maintenance. Laptop Access is designed
for voice messaging systems that do not
have a monitor, mouse, and keyboard.

BEFORE YOU BEGIN 3


NEW FEATURES IN THIS VERSION

Replay® Plus 6.71 offers all the features that Monitor and keyboard no longer
are new to Replay 3.0 and the following required
additional features: Both monitor and keyboard are op-
tional, since you can perform system
Frequency-based call progress maintenance by using the system
Where available, Bicom voice boards manager conversation, a LAN connec-
can now be used in the voice messaging tion, a modem connection, or Laptop
system. Bicom boards offer frequency- Access.
and cadence-based call progress func-
tionality. Monitor, PS/2 mouse, and keyboard
A monitor, PS/2 mouse, and keyboard
System manager conversation can be purchased as an optional
You can use the system manager conver- package.
sation to maintain your system over the
telephone.

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NEW FEATURES IN THIS VERSION

Bus mouse available


A bus mouse is available with updates
and kits in cases where a serial mouse
causes hardware conflicts.

Optional Hospitality package


The Hospitality package includes the
new Wake-Up Call, Guest Directory, and
optional Multilingual Guest Conversa-
tion features.

BEFORE YOU BEGIN 5


Using this guide

The chapters and topics that you use in the Optional packages
Technician’s Guide depend on the type of
✆ Active Fax
installation you are doing and whether or
not you are installing one or more optional ✆ Additional system languages
packages.
✆ Automatic Rep Log Collection
As you follow the procedures for your type
✆ Hospitality
of installation, look for symbols that stand
for the optional packages you are installing. ✆ Laptop Access
When you see these symbols, complete the
✆ Multilingual Guest Conversation
instructions in the paragraph below the
symbol before continuing with the ✆ Network Access
installation.
✆ PMS Integration
✆ Rnet
✆ Tape Backup

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USING THIS GUIDE

Overview: Installing a voice messaging Overview: Installing VoiceMate


system from a kit
1 Follow the procedures in Chapter 3,
1 Follow the procedures in Chapter 2, “Installing VoiceMate or an assembled
“Assembling a kit,” to verify that the kit,” to make connections between the
computer meets hardware requirements voice messaging computer and other
and to install the software. systems.

2 Follow the procedures in Chapter 3, 2 Follow the procedures in Chapters 6, 7,


“Installing VoiceMate® or an assembled 8, and 9 to configure options on the
kit,” to make connections between the voice messaging screens.
voice messaging computer and other
systems. 3 If you are installing optional packages,
refer to the following table.
3 Follow the procedures in Chapters 6, 7,
8, and 9 to configure options on the 4 Follow the procedures in Chapter 10,
voice messaging screens. “Backing up the system,” to make a
backup copy of your system files.
4 If you are installing optional packages,
refer to the following table.

5 Follow the procedures in Chapter 10,


“Backing up the system,” to make a
backup copy of your system files.

BEFORE YOU BEGIN 7


USING THIS GUIDE

Overview: Updating the voice Overview: Adding optional packages to


messaging system to Replay 3.0 or an existing system
Replay Plus 6.71
1 Follow the procedures in Chapter 5,
1 Follow the procedures in Chapter 4, “Adding optional packages or hardware
“Updating an existing voice messaging to an existing system.”
system.”
2 Refer to the following table to
2 Follow the procedures in Chapter 10, determine whether you need to
“Backing up the system,” to make a configure options on the voice
backup copy of your system files. messaging screens for the optional
package you are installing.

3 Follow the procedures in Chapter 10,


“Backing up the system,” to make a
backup copy of your system files.

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USING THIS GUIDE

References for configuring optional packages


Optional package Resource
Active Fax Chapter 16, “Setting up the optional Active Fax package”
Hospitality Chapter 14, “Setting up the optional Hospitality package”
PMS Integration The following topics in Chapter 15, “Installing the optional
PMS Integration package”:
“Hitachi/WelCOMM: Setting up the voice messaging system”
(if the PMS Integration uses the Hitachi/WelCOMM package)
“Setting up hotel guest security codes”
“Testing integration features”
Rnet Chapter 17, “Setting up the optional Rnet package”

BEFORE YOU BEGIN 9


C H A P T E R • 2

Assembling a kit

This chapter describes how to assemble a voice Computer requirements ...................................... 12


messaging kit on a computer purchased from an
outside vendor. Preparing the hard disk ....................................... 14

Installing hardware components ......................... 16

Installing the voice messaging software ............ 18

ASSEMBLING A KIT 11
Computer requirements

The voice messaging system must be Note Active Voice® cannot guarantee
installed on a personal computer that meets software compatibility with equipment
the minimum requirements. Additional provided by a separate vendor. The vendor
requirements are needed for some optional is responsible for troubleshooting and
packages. configuring any hardware not purchased
from or approved by Active Voice.
Minimum requirements
❑ 2–8 voice port system: 386SX/40 CPU Tips
with 4 MB RAM
◆ You can improve performance by
❑ 12–16 voice port system: 386DX/33 with purchasing a computer with a faster
8 MB RAM CPU.
(a 486DX2/66 is strongly recommended)
◆ When purchasing a computer, consider
❑ A D000 memory segment available for the supplier’s reliability, reputation, and
voice boards ability to provide effective technical
support and customer service.
❑ MS-DOS version 6.22 or higher, includ-
ing a manual and the installation disks ✆ Additional requirements for Active Fax
❑ Monitor, mouse, and keyboard (only for ❑ 8 MB total RAM for 6–16 voice port
installation and maintenance) systems
❑ VGA video adapter that supports stan- ❑ One or more ISA, full-length expansion
dard VGA mode 640 x 480 slots to accommodate the fax boards
❑ One parallel port ✆ PMS Integration
Before continuing with the installation,
❑ Enough ISA, full-length expansion slots
verify that the property management
❑ Approved internal or external modem system meets requirements by reading
for Remote Maintenance (all Active Voice “Verifying PMS requirements and
modems are approved) features” in Chapter 15, “Installing the
optional PMS Integration package.”
❑ 3.5-inch, 1.44 MB high-density disk drive
designated as A
❑ One-partition hard disk with a 700 KB/
sec or faster data transfer rate and access
time of 17 msec or less

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COMPUTER REQUIREMENTS

Installation and maintenance activities Criteria for approved modems


that require a monitor, mouse, and
If you purchase a modem from a source
keyboard
other than Active Voice, it must meet the
• Installing voice messaging software following criteria:
from disks
• 100% Hayes compatible
• Isolating hardware problems
• 14,400 baud or higher
• Performing a backup or restore from a
Note External modems require a serial
disk
port with 16550 UART support. Refer to
• Diagnosing, repairing, or optimizing the Appendix A, “Hardware IRQ and base
hard disk address settings” to verify that IRQ levels
are correct for the modem.
Determining hard disk size requirement
Tip Modems with speeds faster than 14,400
The hard disk must be large enough to store baud can improve your system’s perfor-
the voice messaging system, MS-DOS, and mance if both modems in the connection
all anticipated recordings. Use the following are capable of higher speeds.
data when calculating the necessary hard
disk size:
• The voice messaging system and
MS-DOS use 20 MB
• One hour of recording time uses about
10 MB.

ASSEMBLING A KIT 13
Preparing the hard disk

You must prepare the hard disk to work Notes


correctly with the voice messaging system.
• Setting the MS-DOS clock to local time
The hard disk in the computer you purchase is very important since the voice mes-
may meet all or some of the requirements saging system uses this clock to create
in the following checklist. You can either use time stamps for messages, delete old
the MS-DOS and computer manuals to messages, and perform other
verify the status of your hard disk, or you time-sensitive functions.
can use the following procedure to ensure
• The voice messaging system does not
that the hard disk is properly prepared.
function properly with Windows 95. If
your computer has Windows 95 installed
Requirements for a properly prepared
on it, you may want to use the following
hard disk
procedure to ensure that your hard disk
❑ The hard disk is partitioned as a single is ready.
volume.
❑ The hard disk is formatted.
❑ MS-DOS 6.22 or higher is installed.
❑ The DriveSpace utility is not installed.
❑ The MemMaker utility has not been
used.
❑ The MS-DOS clock is set to the local
time.

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PREPARING THE HARD DISK

Warning! All data on the hard disk will be


deleted if you use the following procedure
to prepare your hard disk.

To prepare the hard disk

1 Insert MS-DOS Disk 1 into drive A and 7 Wait about two minutes while the
press the computer’s reset button. MS-DOS Install program automatically
creates one partition and formats the
2 When the message “Starting MS-DOS”
hard disk.
appears, press F5 to bypass the auto-
matic install process. 8 At the System Settings screen, verify
that the “Date/Time” field displays the
3 At the command prompt A:\, type FDISK
correct time and date. Adjust the time
and press ENTER.
and date, if needed.
4 Delete all partitions that currently exist
9 Follow the on-screen prompts to
on the hard disk.
continue installing MS-DOS 6.22.
5 Exit the FDISK utility.
Note After installing MS-DOS, do not use
6 Press the computer’s reset button. the DriveSpace or MemMaker utilities.

ASSEMBLING A KIT 15
Installing hardware components

Before installing the voice messaging Overview


software, you must verify hardware inter-
rupt (IRQ) levels and install necessary 1 Identify which hardware components
hardware components. you must install.
Every voice messaging system requires
one or more voice boards and a modem.
Some optional packages require addi-
tional hardware.

2 Verify that no IRQ conflicts exist.


For each hardware component required,
verify that IRQ levels are correct. Refer to
the table in Appendix A, “Hardware IRQ
and base address settings.”

3 Install each hardware component.


Refer to Appendix C, “Hardware docu-
mentation” for detailed procedures on
installing each hardware component.

See also
Hardware IRQ and
base address settings ............................... 305
Hardware documentation ........................ 313

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INSTALLING HARDWARE COMPONENTS

Optional packages that require additional hardware


✆ Active Fax ✆ PMS Integration
You must install a fax board. Each fax You may need to install a multiport
board supplies one fax port on the voice serial board or a bus mouse. Refer to
messaging system. the topic “Verifying serial port require-
ments,” in Chapter 15, “Installing the
✆ Network Access
optional PMS Integration package” to
You must install a network interface
determine whether you must add one
card.
of these hardware devices.
✆ Tape Backup
You must install the tape drive hardware.
For details, see “Using tape backup” in
Appendix C, “Hardware documentation.”

ASSEMBLING A KIT 17
Installing the voice messaging software

The installation program installs the voice Software installation requirements


messaging software, Remote Maintenance,
❑ Your computer meets the minimum
and all optional packages (except Multilin-
requirements.
gual Guest Conversation) at one time. You
do not need to install each optional package ❑ Your hard disk is properly prepared.
separately.
❑ There are no IRQ level conflicts.
❑ All necessary hardware components
are installed.

The system key

A The system key plugs into the B If a device (for example, a printer cable)
computer’s parallel port. Without the is already plugged into your computer’s
system key, the voice messaging system parallel port, you must unplug the
only operates as a demonstration unit. device, plug the key into the parallel
port, and reconnect the device into the
female end of the key.

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INSTALLING THE VOICE MESSAGING SOFTWARE

✆ Multilingual Guest Conversation


To install the voice messaging software
If you are installing the optional Multi-
lingual Guest Conversation package, 1 Plug the system key into the parallel port
first install the voice messaging software. and tighten the screws to firmly attach
Then install this optional package by the key.
following the instructions in “Installing
2 Insert the Install disk into drive A. Do
the Multilingual Guest Conversation
not insert the disk into drive B.
package” in Chapter 14, “Setting up the
optional Hospitality package.” 3 At the command prompt, type
A:\INSTALL. Press ENTER.
✆ Network Access
If you are installing the optional Net- 4 Enter the necessary information when
work Access package, make sure you prompted. Insert the remaining disks as
have the IP address for the voice mes- prompted.
saging system. You must type this
5 When you see the Configuration Sum-
address when prompted during the
mary screen, press CTRL+ALT+DELETE to
installation program.
restart the voice messaging system.
✆ PMS Integration
Note The installation program prompts
If you are installing the optional PMS
you to name a directory where the voice
Integration package, fill out the work-
messaging software files are installed. This
sheet as described in the topic “Identify-
guide assumes that you use the default
ing settings for the software installation”
directory C:\VMAIL. If you use a different
in Chapter 15 before installing the voice
directory name, you must substitute that
messaging software.
name whenever this guide refers to
✆ Tape Backup C:\VMAIL.
If you are installing the optional Tape
Backup package, you must run the
confidence test after the voice messaging
system installation is complete. For
details, see “Using tape backup” in
Appendix C, “Hardware documentation.”

ASSEMBLING A KIT 19
C H A P T E R • 3

Installing
VoiceMate or an
assembled kit

This chapter describes how to install VoiceMate Installing and testing the system key ................. 22
or an assembled kit at the installation site.
Programming the telephone system .................. 26

Testing the analog extensions ............................ 28

Connecting the telephone system


and the voice messaging system ........................ 30

Verifying that all ports answer ............................. 31

INSTALLING VOICEMATE OR AN ASSEMBLED KIT 21


Installing and testing the system key

Note If you are installing an assembled The system key must be properly installed
kit, the system key is already installed. before the voice messaging system can
Continue the installation by referring to answer calls. The system will only operate
“Programming the telephone system” later as a demonstration copy without the system
in this chapter. key.

The system key

A The system key plugs into the B If a device (for example, a printer cable)
computer’s parallel port. Without the is already plugged into your computer’s
system key, the voice messaging system parallel port, you must unplug the
only operates as a demonstration unit. device, plug the key into the parallel
port, and reconnect the device into the
female end of the key.

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INSTALLING AND TESTING THE SYSTEM KEY

To connect the system key To test the system key

1 With the computer off, locate the 1 Turn on the computer. Watch as several
computer’s parallel port. messages appear on the screen and the
voice messaging system starts.
2 If there is a cable (for example, a printer
cable) connected to the parallel port, 2 Verify that the key is properly installed.
disconnect it.
If the words DEMONSTRATION COPY,
3 Plug the male end of the system key into SYSTEM KEY NOT FOUND appear on
the parallel port. the system’s Banner screen, the system
key is not properly installed.
4 Tighten the screws to firmly attach the
key to the parallel port.
5 Reconnect the cable to the system key, if
applicable.

INSTALLING VOICEMATE OR AN ASSEMBLED KIT 23


INSTALLING AND TESTING THE SYSTEM KEY

To troubleshoot if the system starts as a demonstration copy

1 Verify that the label on your system 4 If the system still starts as a demonstra-
key matches the number of ports and tion copy, look for another parallel port
optional packages (if any) installed on the voice messaging computer. If
on your system. there is more than one parallel port, put
the system key on that port and start the
2 Verify that the system key is firmly
computer again. If the computer starts as
connected to the parallel port.
a regular (not demonstration) unit, then
3 Exit to DOS by choosing “Shut down” continue with the next step in the
on the Banner screen. Press installation.
CTRL+ALT+DELETE to restart the system.
5 If the system still starts as a demonstra-
If the system starts as a regular (not
tion copy, contact Technical Support.
demonstration) unit, then continue
with the next step in the installation.

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INSTALLING AND TESTING THE SYSTEM KEY

✆ PMS Integration To set the IP address


Before continuing with the installation,
1 At the command prompt, go to the
verify that the property management
directory where the voice messaging
system meets requirements by reading
software is installed (C:\VMAIL).
“Verifying PMS requirements and
features” in Chapter 15, “Installing the 2 Type RECONFIG and follow the
optional PMS Integration package.” on-screen prompts.
✆ Network Access 3 When prompted, type the IP address
If you are installing the optional Net- of the voice messaging computer.
work Access package, you must set the
IP address of the voice messaging
computer. Use the following procedure
to set the address.

INSTALLING VOICEMATE OR AN ASSEMBLED KIT 25


Programming the telephone system

As you program the telephone system, keep To program the telephone system
in mind that the voice messaging system
offers several features that take advantage 1 Define the hardware
of special capabilities found on your You must tell the telephone system
telephone system: software which boards and other special
telephone system hardware you have
• Message Waiting Indication via message
added or enabled.
waiting lamps or special dial tones
• Automatic Call Forwarding to your 2 Assign the extension numbers and hunt
personal greeting groups
Program which extension numbers will
• Easy Message Access via programmable
ring the voice messaging system through
keys at each extension
the analog ports. As you do this, you will
also program the hunting order for these
extensions.
When programming the hunt group, we
recommend a terminal hunt rather than
a circular or call distribution hunt group.
This is because voice messaging ports
are typically set up so that the first ports
handle incoming calls while the last port
handles tasks which require the voice
messaging to dial out (for example,
lighting lamps and delivering mes-
sages). With this setup, a terminal group
assists the ports in performing their jobs
effectively and efficiently, because
incoming calls will usually go to the first
few ports, leaving the last port open to
handle outdialing tasks.

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PROGRAMMING THE TELEPHONE SYSTEM

When programming, you must also 3 Program external routing


assign a “hunt group access code” or Program which external lines (if any)
“group hunting code” for the voice will route to the voice messaging system
messaging system. This code is the via the telephone system’s analog ports.
number, dialed in-house, that rings Specify the hunting order or, if you are
the voice messaging system. using “pooled ringing” as described
above, ring all external lines to all
Program what you want to happen to
voice messaging ports.
calls when all voice messaging ports are
busy. Incoming calls may be forwarded
4 Define the voice messaging extension
to an attendant or operator, or may get a
ports
busy signal or ringback until one of the
The services you have to define or
ports becomes available.
activate vary depending on the inte-
The voice messaging system can also gration. If you are using special voice
use pooled ringing. To activate pooled messaging integration software, you
ringing, set the “Rings to answer field” may program the voice messaging ports
for all ports to 0 on the Application as voice messaging extensions. Other-
Setup>Port Settings page. Then, program wise, program them as analog
all lines that the voice messaging system extensions.
will answer to ring all of the voice
messaging system ports. That way,
when a call comes in, the voice messag-
ing system answers, which signals the
telephone system to stop sending
ring voltage to the other ports.

INSTALLING VOICEMATE OR AN ASSEMBLED KIT 27


Testing the analog extensions

The voice messaging system connects to To test each analog extension


the telephone system as a series of analog
telephone extensions. Test the analog 1 Test whether the telephone system
extensions before you connect the tele- recognizes DTMF (touchtones)
phone lines to the voice messaging system. From the test telephone, dial a tele-
This ensures that the telephone system is phone set. If you can reach the tele-
programmed correctly. phone set, then the telephone system is
recognizing DTMF (touchtone) signaling
To perform these tests, you will need a
through the test telephone’s analog
standard analog telephone set with a ringer.
extension.
This is the test telephone. Use the test
telephone to simulate the voice messaging
2 Test external line access
system’s actions. You may need a line
From the test telephone, access an
splitter to separate two analog extensions
external line. Dial an external telephone
carried by the RJ-14 telephone line.
number. If you reach the number, the
voice messaging system can access
external lines for message delivery.

Setting up equipment for testing analog extensions

External lines

Analog
extensions

Operator console

Telephone system Line Voice messaging system


splitter

Telephone sets Test telephone

28 TECHNICIAN’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71


TESTING THE ANALOG EXTENSIONS

3 Test ringing Access an external line, then dial the


Go to a telephone set and dial the test number external callers would dial to
telephone’s extension. If the test tele- reach the voice messaging system. If
phone rings, then the telephone system the test telephone rings, then external
is generating a ring signal on that analog routing is set up correctly. Answer the
extension. test telephone. Flash the test telephone’s
hook switch, dial a telephone set, listen
4 Test whether the telephone sets transmit for ringing, then disconnect. Verify that
DTMF (touchtones) the call is transferred to the new tele-
From the test telephone, dial a tele- phone set you dialed.
phone set. Have someone answer the
For each analog extension that only
extension and press a key. If you can
answers calls from telephone sets, go
hear the tone, then the telephone
to a telephone set and dial the test
system is transmitting DTMF (touch-
telephone’s extension. When the test
tone) signaling to the analog extension.
telephone rings, answer it. Flash the test
Repeat this test by calling the test
telephone’s hook switch, dial another
telephone from each type of telephone
telephone set, listen for ringing, then
set on the telephone system (for ex-
disconnect. Verify that the call is trans-
ample, analog, feature set, operator’s
ferred to the new telephone set you
console).
dialed.
5 Test external line routing and switchhook
6 Move the test telephone to the next
transfers
voice messaging extension, and repeat
For each analog extension that answers
tests 1 through 5 for each analog
external calls, go to a telephone set.
extension.

INSTALLING VOICEMATE OR AN ASSEMBLED KIT 29


Connecting the telephone system and the voice
messaging system

You must plug the telephone lines into ✆ Network Access


the jacks at the back of the voice boards. Plug the LAN (local area network) cord
Different voice boards have different into the voice messaging computer’s
connections. For details, see Appendix C, network interface card.
“Hardware documentation.”
✆ PMS Integration
For Remote Maintenance, connect an You must refer to the appropriate topic
additional extension to the voice messaging in Chapter 15, “Installing the optional
system’s modem. PMS Integration package” for making
additional connections between the
✆ Active Fax
voice messaging system and a telephone
You must connect one telephone
system or property management system.
extension to each fax board. For details
The topic you refer to depends on
on how to connect the type of fax board
whether you are using a serial telephone
you are using, see Appendix C, “Hard-
integration, the Hitachi/WelCOMM
ware documentation.”
package, or a PMS Integration only.

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Verifying that all ports answer

To verify that all ports answer

1 Using a telephone near the voice mes-


saging system console, call each analog
extension connected to the voice mes-
saging system.
2 Go to the Banner screen and watch the
port status indicator to verify which
voice messaging system port answers
your calls.

Port status indicators

A C
D
B

A When a port is not in use, the port’s C When the port is in use, a message
status setting appears. appears to indicate what action is
occurring on the port. For example, on
B The number of ports installed on your
port 3, the voice messaging system has
system will appear.
transferred a call to the opening box.
D This port is transferring a call to exten-
sion 345.

INSTALLING VOICEMATE OR AN ASSEMBLED KIT 31


C H A P T E R • 4

Updating an
existing voice
messaging
system

Verifying the current software version ............... 34

Computer and hardware requirements .............. 35

Verifying available recording


time and memory ................................................ 36

Backing up the voice messaging system ........... 37

Updating the voice messaging software ........... 38

Where opening greeting options appear .......... 40

UPDATING AN EXISTING VOICE MESSAGING SYSTEM 33


Verifying the current software version

You can update from the following software


To verify the current software version
versions:
At the Banner screen, press F5.
• Replay version 2.5 or higher
• Replay Plus version 1.2 or higher
Note If the version is lower, or if the
version number is not displayed, contact
your Active Voice representative.

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Computer and hardware requirements

This version of the voice messaging system ✆ Additional requirements for Active Fax
software must be installed on a personal
❑ A 2–4 port system with the Active Fax
computer that meets the minimum require-
package installed requires 4 MB.
ments. Additional requirements are needed
for some optional packages. ❑ A 6 or more port system with the Active
Fax package installed requires 8 MB.
Minimum requirements
✆ PMS Integration
❑ MS-DOS version 6.22 or higher. If your system does not currently have
the optional PMS Integration package
❑ 2–8 voice port system: 386SX/40 CPU
installed, and you are adding this
with 4 MB RAM.
package during the update, check to see
12–16 voice port system: 386DX/33 with
that the property management system
8 MB RAM
meets requirements by reading “Verify-
(a 486DX2/66 is strongly recom-
ing PMS requirements and features” in
mended).
Chapter 15, “Installing the optional PMS
❑ An approved internal or external, 100% Integration package.”
Hayes-compatible modem, 14,400 baud
Note If you are adding one or more
or higher (all Active Voice modems are
optional packages to an existing system at
approved).
the same time you are updating the voice
❑ The system must not be using the MS- messaging software, refer to “Installing
DOS DoubleSpace or DriveSpace hardware components” in Chapter 5,
utilities. “Adding optional packages or hardware to
an existing system.” Install any required
❑ The system must not be using the
hardware components before continuing
MemMaker utility.
with the update.
Note External modems require a serial
port with 16550 UART support. Refer to
Appendix A, “Hardware IRQ and base
address settings” to verify that IRQ levels
are correct for the modem.

UPDATING AN EXISTING VOICE MESSAGING SYSTEM 35


Verifying available recording time and memory

To update the voice messaging software, Memory


the upper-right corner of the Banner screen
If your system has up to 8 voice ports, the
must show at least 70 minutes (approxi-
total memory must be 4096K or higher.
mately 12 MB) of available recording time,
Otherwise, the total memory must be at
plus enough free recording time to store
least 8192K.
messages, boxes, names, and greetings. You
can increase your system’s resources by: Note If you need to add memory to a
computer purchased from Active Voice, refer
• Having subscribers delete old messages.
to “Adding memory” in Appendix C, “Hard-
• Optimizing your system’s hard disk to ware documentation.”
speed installation. If you use Toolkit,
select “Hard disk tools” from the Toolkit ✆ Active Fax
main menu and select “Optimize hard If your system has 2-4 voice ports, the
disk now.” Otherwise, run your own total memory must be 4906K or higher.
optimization utility. Otherwise, the total memory must be at
least 8192K.

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Backing up the voice messaging system

Make a complete backup of the system,


including any system prompts you have
created for your unique situation. For
information explaining how to back up your
system, see the documentation which came
with the earlier version of the software. For
systems using the optional Tape Backup
package, see the documentation for those
packages.

See also
Backing up the system ............................. 143

UPDATING AN EXISTING VOICE MESSAGING SYSTEM 37


Updating the voice messaging software

If you are updating from a version ✆ Multilingual Guest Conversation


earlier than Replay Plus 6.7 or If you are installing the optional Multi-
Replay 3.0 lingual Guest Conversation package,
first update the voice messaging soft-
You must return the existing system key to
ware. Then install this optional package
Active Voice for credit.
by following the instructions in “Install-
ing the Multilingual Guest Conversation
If you are updating from Replay 3.0 to package” in Chapter 14, “Setting up the
Replay Plus 6.71 optional Hospitality package.”
You must reprogram your current system ✆ PMS Integration
key. The reprogramming instructions are on If your voice messaging software
the Upgrade Card, which is shipped with the currently includes an earlier version of
voice messaging system’s update disks. the optional PMS Integration package, or
if you are adding the PMS Integration
✆ Network Access
package as a part of the update, you
If you are installing the optional Net-
must fill out the worksheet as described
work Access package, make sure you
in the topic “Identifying settings for the
have the IP address for the voice mes-
software installation” in Chapter 15,
saging system. You must type this
“Installing the optional PMS Integration
address when prompted during the
package,” before installing the voice
update procedure.
messaging software.

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UPDATING THE VOICE MESSAGING SOFTWARE

Note If you are updating from Replay 2.5


To update the voice messaging software
to Replay Plus 6.71, the default system
1 Verify that the new or updated system manager, Sandy Simmons, is not created.
key is installed in the voice messaging Instead, two system managers are created.
computer’s parallel port. These are called SYSMGR and TECH. If you
changed the system manager or technician
2 Insert the disk labeled Install Disk
passwords on the Replay 2.5 system, then
Update into the A drive.
the two system managers that are created
3 At the command prompt, go to will be the same as these passwords.
C:\VMAIL.
4 Type A:INSTALL. (You must install the Configuration changes after update
software from drive A.)
• The original CONFIG.SYS file is
5 When prompted, choose to update an renamed CONFIG.000, and a new
existing system. CONFIG.SYS file is set up for optimal
use with the voice messaging system.
6 Answer all questions, insert disks as
prompted, and follow other on-screen • The original AUTOEXEC.BAT file is
instructions. renamed AUTOEXEC.000 and a new
AUTOEXEC.BAT file is installed.
7 When the process is complete, choose
the option to restart the voice mail • If necessary, the R.BAT file is renamed to
software. VM.BAT.
8 After updating the software, verify that
the voice messaging system is still Changes to existing subscribers’
detecting hangup supervision (GTD) settings
and call progress signals accurately. If
If you are updating from a software version
the system is not detecting these signals
earlier than Replay Plus version 2.0R1, the
correctly, refer to “Resolving tone
following change affects existing subscrib-
detection problems” in Chapter 19,
ers:
“Troubleshooting.”
• If a subscriber has the T access code
(traditional order for the system conver-
sation), the installation process clears
the “Use original version conversation”
option for that individual subscriber’s
Access Options screen.

UPDATING AN EXISTING VOICE MESSAGING SYSTEM 39


Where opening greeting options appear

This topic explains where to look on the If you are updating from Replay
new console for fields relating to the
The opening greeting and Greeting keys,
opening greeting.
previously accessed by telephone using the
system manager conversation, now appear
If you are updating from Replay Plus on the console as transaction boxes. To view
these boxes, go to the Screen menu and
Opening greeting prompts previously
choose Call Handling>Transaction Boxes.
recorded in lines 10, 11, and 12 of
The opening greeting will be displayed as
EasyMade® Application Setup Page 2 now
the transaction box named “$GREETINGS.”
appear as the “Opening line” prompt set on
The former Greeting keys will now be
the Voice Prompts>Prompt Sets screen. To
displayed as the transaction boxes named
view each prompt, choose “Opening line
91001 through 91009.
(OP)” on the Prompt Sets screen. Lines 10,
11, and 12 are displayed as Prompts OP001, Note Replay 3.0 has a limit of 15 transac-
OP002, and OP003, respectively. tion boxes. If the total number of Greeting
keys plus transaction boxes on the updated
System IDs typed in the “ID if no TTs” field
system is greater than 15, the update erases
(line 13) of EasyMade Application Setup
all Greeting keys. If any Greeting keys are
Page 2 now appear on the Application
not displayed as transaction boxes, you may
Setup>Port Settings screen in the fields
need to reconstruct your opening greeting
“Night opening ID” and “Day opening ID.”
after the update. If you are not sure how the
limit affects you, call Sales Support.

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C H A P T E R • 5

Adding optional
packages or
hardware to an
existing system

Where to begin .................................................... 42

Installing hardware components ......................... 44

Reprogramming the system key and


installing the software .......................................... 46

Connecting the systems ...................................... 48

Running the reconfiguration program ............... 49

ADDING OPTIONAL PACKAGES OR HARDWARE TO AN EXISTING SYSTEM 41


Where to begin

If you are adding one of the optional


packages or hardware components listed
in the following table, go to the specified
resource for installation steps instead of
referring to the steps in this chapter.

Optional package or hardware Resource


Multilingual Guest Conversation Chapter 14, “Installing the Multilingual
Guest Conversation package”
Telephone System Integration The Telephone System Integration Guide
A new type of voice board Appendix C, “Hardware documentation”

✆ PMS Integration
Before continuing with the installation,
verify that the property management
system meets requirements by reading
“Verifying PMS requirements and
features” in Chapter 15, “Installing the
optional PMS Integration package.”

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WHERE TO BEGIN

Overview: Adding an optional package


or hardware to an existing system
These steps explain the general procedure
for adding an optional package or hardware
to an existing system. Specific steps are
described later in this chapter.

1 Install the hardware components.


Some optional packages require addi-
tional hardware. Refer to Appendix C,
“Hardware documentation” for the
installation steps.

2 Reprogram the system key and/or install


software.
To make the additional software acces-
sible to the voice messaging system, you
must reprogram the system key and/or
install the software from a disk.

3 Connect the systems.


Some optional packages require that
you make connections between the
voice messaging computer and other
systems.

4 Run the reconfiguration program.


Some optional packages require that
you change the voice messaging
system’s configuration files.

ADDING OPTIONAL PACKAGES OR HARDWARE TO AN EXISTING SYSTEM 43


Installing hardware components

Refer to the following tables to determine Note Active Voice cannot guarantee
whether the package you are adding software compatibility with equipment
requires additional hardware. provided by a separate vendor. The vendor
is responsible for troubleshooting and
Complete the hardware tasks for each
configuring any hardware not purchased
optional package you are installing before
from or approved by Active Voice.
continuing to the next topic in this chapter.
For each hardware component required,
verify that IRQ levels are correct by referring
to Appendix A, “Hardware IRQ and base
address settings.”

Optional packages available with Replay 3.0 and Replay 6.71 systems
Optional package or Hardware task Where to go
hardware
Network Access package Install a network card Appendix C, “Hardware
documentation”
Additional voice boards Install voice boards Appendix C, “Hardware
(new voice boards must documentation”
be same type as current
boards)
Additional system None
language
Tape Backup package Install the tape drive “Using tape backup” in
Appendix C, “Hardware
documentation”
Extended Toolkit None

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INSTALLING HARDWARE COMPONENTS

Optional packages available for Replay Plus 6.71 systems only


Optional package or Hardware task Where to go
hardware
Hospitality package None
PMS Integration package Install a bus mouse or “Verifying serial port
multiport serial card, if needed requirements” in Chapter
to meet serial port require- 15, “Installing the optional
ments PMS Integration package”
Active Fax package 1. Verify that the computer “Computer requirements”
meets the requirements for the in Chapter 2, “Assembling
Active Fax package. a kit”
2. Install the fax boards. Appendix C, “Hardware
documentation”
Additional fax ports on a Install the fax boards Appendix C, “Hardware
system that already has documentation”
Active Fax package
Rnet None

✆ PMS Integration
If you are adding the optional PMS
Integration package during the update,
verify that the property management
system meets requirements by reading
“Verifying PMS requirements and
features” in Chapter 15, “Installing the
optional PMS Integration package.”

ADDING OPTIONAL PACKAGES OR HARDWARE TO AN EXISTING SYSTEM 45


Reprogramming the system key and
installing the software

After installing the hardware, you must Task A: Reprogram the system key
reconfigure your system. For some pack-
• Active Fax package
ages, you reconfigure the system by repro-
gramming the system key. For other pack- • Additional voice boards (new voice
ages, you must install additional software boards must be the same type as the
from a disk. For the Active Fax and PMS current boards)
Integration packages, you must do both
• Hospitality package
tasks.
• Network Access package
Look at the following lists of packages and
hardware to determine which tasks you • PMS Integration package
must complete. Then refer to the detailed
• Rnet package
procedures in this topic to complete the
tasks.
Task B: Install software from a disk
✆ PMS Integration
• Active Fax package [Fax Board Disk]
If you are installing the optional
PMS Integration package, fill out the • Additional system language [Language
worksheet as described in the topic Disks]
“Identifying settings for the software
• Extended Toolkit [Extended Toolkit Disk]
installation” in Chapter 15 before
installing the voice messaging software. • PMS Integration package [PMS Disk]
• Tape Backup package [Tape Backup
Disk]

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REPROGRAMMING THE SYSTEM KEY AND INSTALLING THE SOFTWARE

To reprogram the system key

Use the reprogramming instructions that


appear on the Upgrade Card.

To install the software

1 Insert the optional package disk into


drive A.
2 At the command prompt, go to the
C:\VMAIL directory and type A:INSTALL.
Press ENTER.
3 Follow the on-screen prompts.
4 When the process is complete, press
CTRL+ALT+DELETE to restart the voice
messaging computer.

ADDING OPTIONAL PACKAGES OR HARDWARE TO AN EXISTING SYSTEM 47


Connecting the systems

If you are adding any of the following ✆ Active Fax or additional fax ports
packages or hardware, you must make Connect one telephone extension to
connections between the voice messaging each fax board.
computer and other systems.
✆ Additional voice boards
• Active Fax package Plug the telephone lines into the jacks at
the back of the voice boards. For details
• Additional fax ports on a system that
about connections for your type of voice
already has the Active Fax package
board, see Appendix C, “Hardware
• Additional voice boards documentation.”
• Network Access package ✆ Network Access
Plug the LAN (local area network) cord
• PMS Integration package
into the voice messaging computer’s
network interface card.
✆ PMS Integration
You must refer to the appropriate topic
in Chapter 15, “Installing the optional
PMS Integration package” for instruc-
tions on how to make a serial connec-
tion between the voice messaging
system and a telephone system or
property management system. The topic
you refer to depends on whether you are
using a serial telephone integration, the
Hitachi/WelCOMM package, or a PMS
Integration only.

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Running the reconfiguration program

The reconfiguration program allows you


To run the reconfiguration program
to change certain settings for the system’s
configuration files without having to do a 1 At the command prompt, go to
complete installation. C:\VMAIL.
2 Type RECONFIG and press ENTER.
Run the reconfiguration program for
these options only 3 Follow the on-screen prompts. If the
prompt does not apply to an optional
• Additional fax ports on a system that
package you are adding, keep the
already has the Active Fax package
previous setting and continue to the
• Additional voice boards on a system next question.
(voice boards must be of the same type
as the current boards) 4 If you are adding the Network Access
• Network Access package package:
When prompted, type the IP address of
Note The on-screen prompts offer the the voice messaging system.
choice of changing a setting or keeping the
previous setting. The previous setting is If you are adding fax ports:
always displayed immediately after the When prompted, select the total number
prompt. If you want to keep a previous of fax ports installed.
setting, verify that you select that setting 5 When the process is complete, press
from the list or type the setting before CTRL+ALT+DELETE to restart the voice
moving to the next question. messaging system.

ADDING OPTIONAL PACKAGES OR HARDWARE TO AN EXISTING SYSTEM 49


C H A P T E R • 6

Fundamental
system features

Planning a basic system ....................................... 52

System IDs ............................................................ 54

The transfer-greeting-action structure ............... 56

Transfer types ....................................................... 58

Dialing external telephone numbers ................. 60

FUNDAMENTAL SYSTEM FEATURES 51


Planning a basic system

It is crucial that you spend time with the Audiotext


customer planning what features and This component of the voice messaging
options the system will have before you system allows you to make recorded
set up the voice messaging system. information available to callers. You can
set up menus that allow callers to press a
One of the first decisions to make is which
touchtone key to listen to recorded
voice messaging functions the customer
information, or you can set up the
wants to use. There are four main functions:
system to interview callers and collect
voice mail, automated attendant, audiotext,
information.
and fax detect.
Fax detect, routing, and notification
Voice mail
The voice messaging system can be set
This component of the voice messaging
up to detect incoming faxes and auto-
system allows external and internal
matically route them to a fax machine.
callers to leave recorded messages for
The system can also notify certain
subscribers.
subscribers that a fax has arrived.
Automated attendant
The automated attendant allows the
voice messaging system to function as
a receptionist by performing functions
such as the following:
• Greeting callers and transferring
them to a subscriber’s extension
• Providing directory assistance
• Placing a caller on hold if the
person’s extension is busy
• Screening calls by announcing who
the caller is before transferring the
caller to an extension

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PLANNING A BASIC SYSTEM

After deciding what functions the voice Note The Technician’s Guide provides
messaging system will perform, you and instructions for setting up the voice mail,
your customer can plan details about the automated attendant, and fax detect func-
system setup. Plan the details on paper by tions. Refer to the System Manager’s Guide,
using the worksheets to record your deci- Chapter 8, “Expanding your system with
sions about how the system will be set up. transaction boxes,” for instructions on
Then transfer these decisions to the setting up audiotext menus by using
console. transaction boxes.

FUNDAMENTAL SYSTEM FEATURES 53


System IDs

A system ID is a string of digits the voice System ID criteria


messaging system uses to identify a sub-
• Each system ID must be unique.
scriber, a guest, a transaction box, or some
other entity. • System IDs can vary in length, but can be
no more than 10 characters.
As you set up the customer’s voice messag-
ing system, you must create system IDs. The • A shorter system ID cannot duplicate the
following lists explain criteria for system first digits of a second, longer system ID.
IDs and the planning strategies for using For example, 234 and 2345 are not
them. unique to the system.
• System IDs that are created by spelling
words with a lettered keypad are trans-
lated into their corresponding touch-
tones. Therefore, Randy and Sandy are
not unique because they both translate
to the system ID of 72639.

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SYSTEM IDS

Planning strategies for system IDs Do you want system IDs that callers
cannot dial from a telephone?
How many system IDs do you need? If so, create a system ID beginning with
The number of digits you plan to have a dollar sign ($). Since the dollar sign
in a system ID determines the possible cannot be entered from a telephone
number of unique IDs. For example, keypad, callers cannot enter the
a three-digit ID plan provides 1,000 system ID.
unique system IDs, whereas a five-digit
ID plan provides 100,000. Should you assign a range of IDs for a
particular purpose?
Is the system ID for the Operator box a For example, consider reserving a
single digit, such as “0”? specific range of IDs (6100–6199) to be
If the system ID for the Operator box is a used as guest personal IDs.
single digit, no other ID can begin with
that digit, so the total number of avail-
able IDs decreases. For example, a
three-digit ID plan would only provide
900 unique system IDs.

FUNDAMENTAL SYSTEM FEATURES 55


The transfer-greeting-action structure

The transfer-greeting-action structure is Greeting


used for several key components of the The greeting is the recording that plays
voice messaging system, including sub- when call transfer is turned off or when
scriber boxes, transaction boxes, the a call is not successfully transferred to an
Operator box, and the Public Fax box. extension (because the line is busy or
there is no answer). The greeting gives
The following gives an overview of how this
the caller information or invites the
structure handles a call that is routed to a
caller to leave a message.
box.
Action
Transfer
After the system plays the greeting, it
Call transfer can be turned on or off.
takes the action you specify. You can
When a call is routed to a box where
choose from any of the options listed
call transfer is turned off, the system
in the table. Typically, after the greeting
immediately plays the box’s greeting. If
plays, the system takes a message.
transfer is turned on, the voice messag-
ing system tries to transfer the call to the
telephone extension you specify. You
must specify a transfer type (“Await
answer,” “Release,” “Wait for ringback”)
when call transfer is on, and the number
of rings the system waits before consid-
ering the call unanswered.

See also
Transfer types ............................................. 58

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THE TRANSFER-GREETING-ACTION STRUCTURE

Actions the system can take after playing the greeting


Option Action
Take message The system takes a message.
Say good-bye The system says “If you need further assistance, press #.
Good-bye.” Then it disconnects.
Disconnect The system disconnects.
Restart The system routes the caller to the opening greeting.
Operator The system routes the caller to the operator.
Route to ID The system routes the caller to a system ID that you specify.

Transfer-greeting-action structure

Transfer

Transfer is ON Transfer is OFF

Voice messaging Voice messaging system sends


system transfers caller to the greeting
caller to the
extension
Greeting

“Hello, you have reached…”

Action after greeting

Take message
Say goodbye
Disconnect
Restart
Operator
Route to ID

FUNDAMENTAL SYSTEM FEATURES 57


Transfer types

When call transfer is turned on for a box, The transfer type you choose depends on:
you must specify a transfer type. If you
• Whether you want to use the call holding
choose “Await answer” or “Wait for ringback”
feature.
as a transfer type, you must also specify the
number of rings the voice messaging • Whether you want to use the call screen-
system waits before considering an ing feature.
extension to be unanswered.
• What telephone system features you
decide to use.

Call transfer types


Transfer type Description Automated attendant
features available
Await answer The voice messaging system puts the caller on Call screening
hold and dials the extension. It then monitors (if the call is
the call’s progress. If the line is busy or there is answered)
no answer, the voice messaging system puts Call holding
the caller through to the greeting. (if the line is busy)
Release The voice messaging system puts the caller on None
hold, dials the extension, and then releases the
call to the telephone system.
Wait for The voice messaging system puts the caller on Call holding
ringback hold and dials the extension. If the line is busy, (if the line is busy)
the voice messaging system puts the caller
through to the greeting. If the line is not
answered, the voice messaging system
releases the call to the telephone system.

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TRANSFER TYPES

Different systems handle a busy or unanswered call, depending on transfer type

Call Transfer is ON

Call is not answered

Busy or no answer

Await answer Wait for ringback Release

Busy No answer Busy No answer Busy No answer

Call Call
holding holding

Call goes through to personal greeting The telephone system handles the call

Outcome determined by telephone system

FUNDAMENTAL SYSTEM FEATURES 59


Dialing external telephone numbers

Many telephone systems require that a Two ways to set up the system to dial
special digit be dialed—typically 9—for external numbers
callers to access an external line. This digit
is called the outdial access code. Specify a global outdial access code
When you set up the voice messaging
When the voice messaging system needs
system to work with your telephone
to access an external line (for example,
system, a global outdial access code is
when the system dials a subscriber’s home
specified automatically (usually 9). This
number to deliver messages), it also
code appears on the Telephone System
must dial this code.
Setup screen in the “Outdial access”
field. When this field is filled in, the
system automatically adds the field’s
setting to every dialing string that is
longer than the number of digits speci-
fied in the “Override outdial length
default/digits” field. This field is on the
Telephone System Setup>Integration
Options screen.

Add the outdial access code to each


external dialing string
If you do not specify an outdial access
code on the Telephone System Setup
screen, you must include the code at the
beginning of each external dialing string.
Note Adding a comma (,) to the beginning
of a dialing string disables the automatic
addition of an outdial access code, regard-
less of the way any other fields are filled in.

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DIALING EXTERNAL TELEPHONE NUMBERS

Special dialing characters you can include as part of an external telephone


number
Character Effect
, (comma) By default, inserts a one-second pause during dialing.
; (semicolon) By default, inserts a three-second pause during dialing.
& (ampersand) Performs a hookswitch flash. This is commonly used to
access special features on your telephone system.
% (percent) Performs a long hookswitch flash (by default, goes on hook
for two seconds, then off hook again). On most telephone
systems, this is equivalent to hanging up and redialing a call.
On some telephone systems, this is used for recall.
P Switches to pulse dialing. The voice messaging system uses
tone dialing by default. To use pulse dialing throughout your
system, you must prefix all dialout telephone numbers with P.
T Switches to tone dialing. This character is used only when a
call must be dialed by pulses, then switched during the call
to tone (for example, to give a credit card call on a pulse
exchange).
Q Performs a disconnect.

FUNDAMENTAL SYSTEM FEATURES 61


C H A P T E R • 7

Configuring
general system
settings

Using the worksheets ........................................... 64

Enabling the voice messaging system to


communicate with your telephone system ........ 65

Configuring system-wide options ....................... 66

Recording the site information ........................... 68

Changing the keypad map .................................. 70

CONFIGURING GENERAL SYSTEM SETTINGS 63


Using the worksheets

Overview
The following procedure explains how to
use the worksheets in this chapter to help
plan and set up your voice messaging
system.

1 Make decisions about how to configure


different options.
Each topic explains options you can
configure. Discuss these different
options with the customer and decide
how to configure them to best meet the
organization’s needs.

2 Record your decisions on the worksheet.


Use the worksheets to record decisions
that you and the customer make.

3 Transfer the information from the


worksheet to the console.
At the console, go to the screen that
corresponds to the worksheet and
transfer the information. Use online
Help to learn more about specific
options and tasks related to customizing
the voice messaging system.

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Enabling the voice messaging system to
communicate with your telephone system

The voice messaging system needs to know


To enable the voice messaging system to
what telephone system you are using so the
communicate with your telephone system
two systems can communicate
1 Go to the Telephone System Setup
Your voice messaging system can automati-
screen.
cally set itself up to work with your tele-
phone system if you use the following 2 Choose the “Select telephone system”
procedure. button.
3 Follow the on-screen prompts.
PMS Integration (Alert)
4 When asked whether you would like to
If you are installing the optional PMS initialize all parameters, choose “Yes.”
Integration package and are using a Hitachi
telephone system with the WelCOMM
package installed on it, follow the proce-
dure described in the topic “Hitachi/
WelCOMM: Setting up the voice messaging
system,” in Chapter 15.

CONFIGURING GENERAL SYSTEM SETTINGS 65


Configuring system-wide options

The Application Setup>General Settings


A The number of days the system saves
screen contains a number of options that
messages or Call logs on the hard disk
apply throughout the voice messaging
before deleting them.
system. The defaults for these options are
automatically set during installation. You B The field that displays the system’s
can adjust these options as needed. keypad map code. You can change the
default keypad map by using the REMAP
utility.
C The fields that allow you to define
schedules for running utilities.
D The options that activate the automatic
directory and determine whether callers
are automatically transferred to an
extension when the touchtone keys
they enter match only one listing in
the directory.
E The system ID that subscribers enter
before pressing the first three numbers
of a numbered message group’s name.
F The fields that define how many times a
caller can dial an invalid ID before being
routed to a specified ID such as the
operator’s extension.
G The options that control various settings
related to messages and recordings.
H The minimum number of minutes
remaining on the hard disk at which
point the system requests that subscrib-
ers delete unnecessary messages.
I The codes you can specify for special
options.

See also J Each subscriber’s personal ID that the


Online Help: Selecting the system’s system notifies when certain system
general settings errors occur.
Changing the keypad map ......................... 70

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CONFIGURING SYSTEM-WIDE OPTIONS

Worksheet 1: General Settings

Global Settings
A Maximum message life Call report aging Active keypad: B
days days

C Operating System Settings


Daily OS surrender at Weekly OS Monthly OS
surrender at surrender at
on on (day of the month)

D System IDs
ID for Alpha Directory ❑ Auto transfer to extension System ID for numbered E
when only one match groups

Recording Settings
Maximum screening Maximum ID attempts Route bad ID attempts
recording to
seconds F
❑ Beep when recording Time to wait for recording Maximum subscriber to
G begins to begin subscriber message
seconds seconds
Amount to skip back/ Pause length to end Pause length to end
forward on rewind/fast- messages shorter than 30 messages longer than 30
forward seconds seconds
seconds seconds seconds
H Disk full warning when minutes left

Miscellaneous Settings
I Startup Options Voice error notices to J
Personal ID(s)

CONFIGURING GENERAL SYSTEM SETTINGS 67


Recording the site information

Record basic information about the site and A Company name of the site where the
telephone system so it is easily accessible to voice messaging system is installed.
a technician.
B Name and phone number of the contact
person at the site, usually the system
manager.
C Telephone number that external callers
use to reach the voice messaging system.
Leave this field blank if the voice mes-
saging system will only answer for-
warded calls.
D Number of external lines that the voice
messaging system will answer.
E Published telephone numbers (other
than the external line pilot number) that
external callers dial to reach the system.
Include 800 numbers and service
numbers.
F The extension or telephone number
subscribers dial to reach the voice
messaging system internally. This
number is also called the “master
hunt group number.”

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RECORDING THE SITE INFORMATION

Worksheet 2: Site Information

A Site name

B Contact Phone

C Trunk pilot number Total trunks answered D

E Alternate trunk numbers

F Voice mail pilot number

CONFIGURING GENERAL SYSTEM SETTINGS 69


Changing the keypad map

You can change the active keypad map after


installation if a different keypad map would
better match the keypad used by most
external callers.

System ID conflicts
After changing the keypad map with the
REMAP utility, system IDs may no longer
be unique. If remapping causes system ID
conflicts, the REMAP utility displays an error
message and creates a record of the con-
flicts in the file REMAP.LOG. You must
resolve all ID conflicts before the REMAP
utility will change the keypad map.

Keypad maps

QZ on the 0 key QZ on the 1 key Q= 7, Z= 9 keys Numbers only Cosmos (Sweden)


ABC DEF QZ ABC DEF ABC DEF ABC DEF GHI

GHI JKL GHI JKL GHI JKL JKL MNO PQR

PRS TUV WXY PRS TUV WXY PRS TUV WXY STU VWX YZ

QZ ÄÖÔ

W ildcard=1 No W ildcard
W ildcard = 1 W ildcard = 0 W ildcard = 1 (for groups only)

See also
Configuring system-wide options ............. 66

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CHANGING THE KEYPAD MAP

To change the keypad map

1 On the Banner screen, choose “Shut


down.”
2 At the command prompt, change to the
C:\VMAIL directory.
3 Type REMAP and press ENTER.
4 When the REMAP utility menu appears,
type the number of the keypad map you
want and press ENTER.
5 When you see the message that
the REMAP utility has successfully
remapped the key pad, press
CTRL+ALT+DELETE to restart the system.

6 Go to the Application Setup>General


Settings screen and verify that the correct
keypad map appears.

CONFIGURING GENERAL SYSTEM SETTINGS 71


C H A P T E R • 8

Setting up the
basic application

Using the worksheets ........................................... 74

Setting up the opening greeting


transaction box ..................................................... 76

Setting up automatic directory assistance ......... 80

Setting up numeric directory assistance ............ 82

Setting up the Operator box ............................... 88

Setting up the Public Fax box ............................. 92

Configuring settings for public messages ......... 98

Setting up the voice ports ................................. 100

Setting up system schedules ............................ 106

SETTING UP THE BASIC APPLICATION 73


Using the worksheets

Overview 2 Record your decisions on the


worksheets.
The following steps describe how to use this
Use the worksheets to record decisions
chapter’s worksheets to plan and set up the
that you and the customer make about
voice messaging system.
how you want to set up the voice mes-
saging system.
1 Decide how to configure different
options.
3 Transfer the information from the
Each topic describes options you can
worksheets to the console.
configure. Discuss these options with the
At the console, go to the screen that
customer and decide how to configure
corresponds to the worksheets and
them to best meet the organization’s
transfer the information. Use online
needs.
Help to learn more about specific
options and tasks related to customi-
zing the voice messaging system.

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USING THE WORKSHEETS

Worksheet 6: Public Fax box

Public Fax Box


Fax ID Voice name

Transfer Action

Transfer to fax machine at 345 Action


Transfer type Take message
Await answer Say good-bye
Wait for ringback Disconnect
Release Restart
Rings Operator
Route to ID

Ask for voice annotation


Announce fax if no annotation

Public Fax Box Holding

Allow holding when line is busy


Touchtone holding
Voice-detect holding

SETTING UP THE BASIC APPLICATION 75


Setting up the opening greeting transaction box

The opening greeting transaction box is Overview: Modifying the Opening box
what the voice messaging system uses to
If the system uses the automated attendant
greet callers. It also offers them options
feature to answer incoming calls, you must
such as to be transferred to an extension, to
modify the Opening box for your customer’s
listen to a directory listing, or to be trans-
organization. Use Worksheet 3 to record
ferred to an operator.
your decisions about the opening greeting
Every system has a default opening greeting transaction box.
transaction box called the Opening box. By
default, all voice messaging ports are set up 1 Specify a schedule for the box.
to answer incoming calls with the greetings
stored in this box. You can customize this 2 Write the greeting.
box to meet your customer’s needs.
3 Decide how to handle callers who do not
Default settings for the Opening box press a touchtone key during the
greeting.
• The box’s system ID is $GREETING.
• The box contains prerecorded day and
night greetings.
• Callers who do not press a touchtone
key during the greeting are transferred to
the operator when the system operates
in day mode (during business hours)
and to the Public Interview box ($PM)
when the system operates in night mode
(after business hours).

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SETTING UP THE OPENING GREETING TRANSACTION BOX

Worksheet 3: The opening greeting transaction box

APPLICATION SETUP>OPERATOR BOX

Name: Opening box (default)

System ID: $GREETING (default) Schedule


A
❑ Day greeting
B

❑ Night greeting

Action after greeting (Day mode) Action after greeting (Night mode) D

❑ Take message ❑ Take message


❑ Say good-bye ❑ Say good-bye
❑ Disconnect ❑ Disconnect
❑ Restart ❑ Restart
❑ Operator ❑ Operator

Route to ID ❑
Route to ID

A Schedule
B Day greeting
C Night greeting
D Action after greeting

SETTING UP THE BASIC APPLICATION 77


SETTING UP THE OPENING GREETING TRANSACTION BOX

Schedule Consider structuring each greeting as


three parts
Decide what schedule you would like to use
for the opening greeting box. Specifying a
Part 1: Welcome the callers
schedule lets you define when the opening
The greeting welcomes the callers.
greeting box is in day mode or night mode.
For example, it might say:
This way, you can greet and handle callers
Thank you for calling <the organization’s
one way during business hours (day mode)
name>.
and a different way after business hours
(night mode).
Part 2: Tell the callers what options are
If you do not indicate a schedule for the available
opening greeting transaction box, the The greeting explains what options are
system uses the schedule assigned to available to callers. It might tell callers
the port that answers the call. how to reach an extension, how to access
directory assistance, or how to send a
fax. The available options depend on
Day greeting and Night greeting
how you set up the various system
Decide how to word the day and night features. Keep this section of the greet-
greetings and record your decisions on ing simple and clear. Do not include
Worksheet 3. Callers form their first impres- more than four options.
sion of the organization by the way they are For example, this part of the day greeting
treated when the system answers their calls, might say:
so it is important to carefully plan the If you are calling from a touchtone phone,
greetings. you may enter the extension at any time. If
you don’t know the extension, press 555 for
a directory. To listen to a menu of addi-
tional options, press 1 now.

See also
The transfer-greeting-action structure ...... 56
Setting up the voice ports ........................ 100
Setting up system schedules .................... 106

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SETTING UP THE OPENING GREETING TRANSACTION BOX

Part 3: Explain what action the system Action after greeting


takes if callers do not press any
Decide how the system responds if a caller
touchtone keys
does not press a touchtone key after listen-
The greeting needs to explain what
ing to the greeting. Explain the action you
happens if callers do not select an
choose in the greeting that callers hear.
option. This part of the greeting relates
to how you configure the “Action after Tip During business hours, you may
greeting” field. For example, if you want to route the caller to the operator for
choose “Operator” as the “Action after personal assistance. After business hours,
greeting” setting, then the last part of the you may want to route the callers to a
greeting might say: system ID where they can leave a message
Otherwise, please stay on the line and an (for example, the Operator box).
operator will be with you.
Note To enable the Opening box to greet
Tip Consider hiring a professional
callers, you must set up the system’s voice
announcer to record the day and night
ports to answer incoming calls with the
greetings.
opening greeting box. On Worksheet 8, be
sure to write the system ID for the Opening
box ($GREETING) in the “Day Opening ID”
and “Night Opening ID” fields for each
voice port that will answer by using the
Opening box.

SETTING UP THE BASIC APPLICATION 79


Setting up automatic directory assistance

Some callers may not know the extension


To set up the system for an automatic
for a person they are trying to reach. The
directory
automatic (alphabetical) directory provides
a list of subscriber names and extensions. 1 On the Screen menu, choose Application
Callers can learn the extension of a sub- Setup>General Settings.
scriber by accessing the directory and
2 In the “ID for alpha directory” field, type
pressing the first three letters of the
the system ID that you want callers to
subscriber’s last name or first name,
enter to reach the automatic directory.
as directed.
3 Verify that the active keypad map is
Only subscribers who meet the following
lettered. The active keypad map is
criteria will be listed in the automatic
displayed in the upper-right corner of
directory:
the General Settings screen.
• A voice name is recorded for the sub-
4 Verify that subscribers meet criteria for
scriber.
being listed in the directory.
• An extension ID appears on the
5 Follow the procedure for setting up the
subscriber’s Summary screen.
automatic directory by first name or last
• The “List in automatic directory” check name.
box is selected on the subscriber’s
Note If subscribers are allowed to access
Access Options screen.
their setup options, then they can use the
• The subscriber’s name, as it appears on system conversation to turn the directory
the Subscribers and Guests Summary listing on and off for themselves.
screen, must begin with a letter.

See also
Setting up numeric
directory assistance ................................... 82

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SETTING UP AUTOMATIC DIRECTORY ASSISTANCE

Setting up automatic directory by first


To set up automatic directory by first name
name or last name
1 Shut down the voice messaging system.
You can set up the automatic directory so
that callers must press the first three letters 2 Insert Prompt disk 1 into drive A.
of the subscriber’s first name or last name.
3 At the command prompt, go to C:\VMAIL
and copy the first name prompts from
To set up automatic directory by last name Prompt disk 1 to the voice messaging
system’s language directory.
Record the opening greeting to include
directions for accessing the directory. For For example, for U.S. English, type
example, if you use 222 as the system ID for XCOPY A:\1STNAME\*.* PROMPT\US /S
accessing the directory, you might include /V. Then press ENTER.
the following in your opening greeting: If
4 Repeat steps 2 and 3 for each language
you don’t know the extension of the person
disk set and subdirectory.
you are calling, press 222 for a directory of
employees. 5 Record the opening greeting to include
directions for accessing the directory.
For example, if you use 222 as the
system ID for accessing the directory,
you might include the following in
your opening greeting:
If you don’t know the extension of the
person you are calling, press 222 for a
directory of employees.
6 Press CTRL+ALT+DELETE to restart the
voice messaging system.
7 On the Select Subscribers and Guests
screen, make sure that each subscriber’s
name appears in the format <first name>
<last name>.
Note If you add subscribers one by one at
the console, you must type the subscriber’s
first name in the “Last name” field and the
subscriber’s last name in the “First name”
field.

SETTING UP THE BASIC APPLICATION 81


Setting up numeric directory assistance

Numeric directory assistance allows exter- 4 When planning the opening greeting,
nal callers to press numbers instead of include instructions for accessing
letters to look up a subscriber’s extension. numeric directory assistance.
This option is useful if the majority of
external callers have telephone keypads 5 If you are not grouping subscribers by
with numbers only. department, rerecord prompt DR008.
Note Numeric directory assistance must
6 Test numeric directory.
be set up and maintained at the console.
Unlike automatic directory assistance,
group members cannot remove themselves Plan the structure for your numeric
from the directory by accessing their setup directory menu
options by telephone.
With numeric directory assistance, you must
group subscribers by a common character-
istic such as department or the first letter of
Overview
a last name. These groupings are called
These steps provide an overview for setting “directory groups.”
up numeric directory assistance.
After dividing subscribers into directory
groups, you create a directory menu. The
1 Plan the structure of the numeric
directory menu associates a touchtone with
directory.
a group, so callers can press a touchtone key
to select a group and hear a listing of all
2 Record information about each directory
names and extensions in that group.
group on worksheet 4a and transfer the
information to the console. Tip It may help to sketch a flowchart that
shows how many directory groups are
3 Record information about the directory accessible from the directory menu and
menu on worksheet 4b and transfer the which touchtone corresponds to each
information to the console. group.

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SETTING UP NUMERIC DIRECTORY ASSISTANCE

Example of a numeric directory assistance structure

Opening greeting

“Thank you for calling…

If you don’t know the extension of the person you are


calling, enter 411.”

Numeric Directory Assistance, ID: 411

“For sales, enter 1. For customer support, enter 2.”

Directory group: Sales Directory group: Customer support

“You may dial the extension at any time. “You may dial the extension at any time.”

Roger Fuller 423 Ray Donaldson 255


Pat Wu 186 Brenda Nguyen 661
Jay Xavier 412 Denis Bronson 532
…” …”

Note The voice messaging system comes


with two default directory groups (Sales and
Shipping) and one default directory menu
(Numeric directory). You can use these
existing directory groups and directory
menu as a starting point when building
a numeric directory that works for your
customer’s application.

SETTING UP THE BASIC APPLICATION 83


SETTING UP NUMERIC DIRECTORY ASSISTANCE

Record decisions about directory Voice name


groups Record the name you want callers to
hear when they are given a menu of
For each directory group you create, write
directory group choices. For example, if
the following information on a copy of
the recorded name of the first directory
worksheet 4a.
group is Technical Support, the system
says:
Directory group name
For Technical Support, press 1.
Specify a name that describes the group.
Members’ names
Directory ID
List subscribers who belong to the
If you want to allow callers to access the
directory group.
directory group directly by entering a
system ID, specify the optional system
ID for the directory group.

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SETTING UP NUMERIC DIRECTORY ASSISTANCE

Worksheet 4a: Directory Groups

GROUPS>DIRECTORY GROUPS

A Directory group name

B Directory ID

C Voice name

D Members’ names

A Directory group name


B Directory ID
C Voice name
D Members’ names

SETTING UP THE BASIC APPLICATION 85


SETTING UP NUMERIC DIRECTORY ASSISTANCE

Record decisions about the directory Plan the opening greeting


menu
After building the numeric directory assis-
Write the following information about the tance, you must tell callers how to reach it.
directory menu on Worksheet 4b. When planning the opening greeting,
include instructions that tell callers the
Directory menu name system ID they must enter to reach
Specify a name for the directory menu. numeric directory assistance.

Directory ID
Specify a system ID for the directory
menu. This is the system ID callers enter
to hear the menu of directory group
choices. The directory ID for the default
directory menu is 411.

Voice name
Write the recorded name for the direc-
tory menu.

Directory name
Assign a directory group to each
touchtone key. The recorded menu that
callers hear when accessing the directory
menu is built by using the information
in this field. For example, if the directory
group with the recorded name Technical
Support is assigned key 1, and a direc-
tory group with recorded name Sales is
assigned key 2, then if a caller accesses
the directory menu, the system says:
For Technical Support, press 1. For Sales,
press 2.

See also
Setting up automatic
directory assistance .................................... 80

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SETTING UP NUMERIC DIRECTORY ASSISTANCE

Worksheet 4b: Directory Menu

A Directory menu name


B Directory ID
Voice name C
Key Directory Name D
1
2
3
4
5
6
7
8

A Directory menu name C Voice name


B Directory ID D Directory name

When to rerecord prompt DR008 Test the numeric directory


If you are not grouping subscribers by Call the system. When you hear the opening
department, you must rerecord prompt greeting, dial the system ID you specified
DR008. This prompt introduces the first for the directory menu. Then select each
directory menu by saying: This directory choice from the directory menu. Verify that
will help you find a person’s extension by the system routes you to the correct direc-
their department. Rerecord this prompt to tory group.
introduce the directory menu by the group-
ing characteristic you are using. For direc-
tions on rerecording prompts, see the
System Manager’s Guide, Chapter 11,
“Changing the system conversation.”

SETTING UP THE BASIC APPLICATION 87


Setting up the Operator box

The voice messaging system comes with a Overview


special transaction box called the Operator
box. You can set up this box so callers can 1 Specify the system ID, voice name and,
press a touchtone key, usually 0 (zero), if necessary, the alternate IDs for special
during any greeting and be transferred to operators and the voice mail system
the operator’s extension for assistance. You schedule number for the Operator box.
can also set up this box to collect messages
when the operator is not available. Use the 2 Specify the transfer action and holding
worksheet to record your decisions about options for the Operator box.
how the Operator box handles callers.
3 If needed, set up the box to handle
callers who are not successfully
transferred to the operator’s extension.

A System ID
B Voice name
C Transfer action
D Holding
E Greeting and Action after greeting

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SETTING UP THE OPERATOR BOX

Worksheet 5: Operator box

System Operator
A System ID Voice Name B
Alternate System IDs for Special Operators Schedule No.
on Each Port

C Call Transfer Greeting Action After Greeting


E
❑ Day Transfer to Day ❑ Day Route to ID
Night
❑ Night Transfer to ❑ Night Route to ID
Alternate
Transfer type ❑ Use Day/Night Greeting
❑ Take message ❑ Use Alternate Greeting
❑ Say good-bye
❑ Disconnect
❑ Restart
❑ Operator
❑ Route to ID
Rings

Call Transfer

Transfer introduction ❑ Allow holding when line is busy D


❑ Touchtone holding
❑ Voice-detect holding

Transfer Options

❑ Beep when connected ❑ Don’t ask for identification


❑ Confirm before connecting ❑ Ask for name
❑ State who the call is for ❑ Ask for name, save with message

SETTING UP THE BASIC APPLICATION 89


SETTING UP THE OPERATOR BOX

System ID
To transfer callers to the operator’s extension:
The touchtone keys that callers press to
1 Select the “Transfer to” check box for
reach the Operator box are known as the
each mode during which the operator is
system ID. Usually the system ID is one
available. For example, if the operator is
touchtone key, such as 0 (zero), but you can
only available when day mode is active,
use any touchtone keys you want. If you do
select the “Day transfer to” check box
use one touchtone key for the Operator box
only.
system ID, remember that no other system
IDs can begin with this digit. 2 For each mode that the operator is
available, type the operator’s extension
in the “Transfer to” field. Usually this
Voice name
extension is 0.
Decide what recorded name you would like
3 Select a transfer type.
for the Operator box. The default voice
name is Operator. 4 If you select “Await answer” or “Wait for
ringback” as a transfer type, write the
number of rings the voice messaging
Transfer action
system waits before it considers the
During the hours when an operator is call to be unanswered. The minimum
available (usually during business hours number is three. The recommended
when day mode is active), you can transfer value is three or four.
callers to the operator’s extension for per-
5 Under “Transfer introduction” write
sonal assistance. If you do not set up the
what you would like callers to hear
Operator box to transfer callers, they will
before they are transferred to the
immediately hear the greeting and the
operator. For example, you may want
system will take the action you specify
callers to hear the words: An operator
in the “Action after greeting” field.
will be right with you. If you do not
specify a transfer introduction, callers
will hear: I’ll transfer you now.

See also
System IDs .................................................. 54
Transfer types ............................................. 58

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Holding Greeting and Action after greeting


If you want to allow a caller to hold when If the operator is not available to take a call,
the operator’s extension is busy, select the the system plays a greeting and then takes
“Allow holding” check box. You can also the action specified in the “Action after
specify a call holding type. greeting” section of the Operator box. If you
want to set up the box to handle calls that
• Select “Touchtone holding” if callers
are not successfully transferred, you must
press a touchtone key to hold.
configure the “Greeting” and “Action after
• Select “Voice-detect holding” if callers greeting” sections of the Operator box just
say “Yes” to hold. as you would for any transaction box. For
instructions on setting up these sections of a
Note To use the holding feature, the call
transaction box, see System Manager’s Guide,
transfer type must be “Await answer” or
Chapter 8, “Expanding your system with
“Wait for ringback.”
transaction boxes.”

SETTING UP THE BASIC APPLICATION 91


Setting up the Public Fax box

With the Public Fax box, you can set up the Overview
voice messaging system to detect when a fax
is coming in, transfer the incoming fax to a 1 Decide whether you want to set up
fax machine, and notify a subscriber that a the system for manual fax detection,
fax has arrived. This feature eliminates the automatic fax detection, or both.
need for a dedicated telephone line to the
fax machine. 2 Use Worksheet 6 to record how you
want to set up the Public Fax box.
Note To use the Public Fax box, the fax
machine must be set up as an extension
3 Connect the fax machine.
on the telephone system.
Connect the fax machine to the tele-
phone extension that is specified in the
“Transfer to fax machine at” field on the
Application Setup>Public Settings
screen.

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SETTING UP THE PUBLIC FAX BOX

4 Set the CNG option. Types of fax detection


For the voice messaging system to
recognize a fax tone, you must specify Manual fax detection
fax tone parameters in the “Startup With manual fax detection, the person
options” field on the Application sending the fax must use a fax machine
Setup>General Settings screen. In the with a speaker or handset. The person
“Startup options” field, type CNG = <x>, dials the telephone number from a fax
<y>, <z>, where x = frequency, machine’s telephone keypad and mon-
y = frequency deviation, and z = time itors the progress of the call. When the
deviation. If you want to use the default voice messaging system answers, the
fax tone parameters (1100, 50, 15), type caller enters the fax ID for the Public Fax
CNG in the “Startup options” field. box. The system transfers the call to the
fax machine’s extension. When the caller
5 If you use manual fax detection, mention hears the fax machine tone, he or she
the fax ID in the opening greeting. presses the SEND button to begin
When you plan the opening greeting, be transmitting the fax.
sure to tell callers the ID they must enter
to send a fax. Automatic fax detection
The person sending the fax dials the
telephone number and initiates the fax
transmission immediately. The voice
messaging system answers the call and
hears the fax tone. It immediately
transfers the call to the fax machine’s
extension.

SETTING UP THE BASIC APPLICATION 93


SETTING UP THE PUBLIC FAX BOX

Worksheet 6: Public Fax box

Public Fax Box

A Fax ID Voice name B

Transfer Action

C ❑ Transfer to fax machine at Action D


❑ Transfer type ❑ Take message
❑ Say good-bye
❑ Await answer
❑ Disconnect
❑ Wait for ringback
❑ Restart
❑ Release
❑ Operator
❑ Route to ID
Rings

❑ Ask for voice annotation E


❑ Announce fax if no annotation

Public Fax Box Holding

F ❑ Allow holding when line is busy ❑ Touchtone holding


❑ Voice-detect holding

A Fax ID D Action
B Voice name E Notification of faxes
C Transfer F Holding

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SETTING UP THE PUBLIC FAX BOX

Fax ID Transfer
Record the unique system ID for the Public To set up the Public Fax box to transfer faxes
Fax box. to the fax machine’s extension, you must do
the following:
For manual fax detection, the fax ID cannot
have the dollar sign ($) at the beginning of • Select the “Transfer to fax machine at”
the ID, since callers sending manual faxes check box and type the fax machine’s
must enter the system ID during the open- extension in the adjacent field.
ing greeting.
• Select a transfer type.
• If you select “Await answer” or “Wait for
Voice name
ringback” as a transfer type, write the
This is the fax box’s recorded name. The number of rings the voice messaging
default voice name is: The Public Fax box. system waits before it assumes the fax
machine is not going to answer the call.
For “Wait for ringback,” the number of
rings must be at least three.

SETTING UP THE BASIC APPLICATION 95


SETTING UP THE PUBLIC FAX BOX

Action Notification of faxes


Decide what action you want the system When a fax comes in, a public message
to take if the transfer to the fax machine is is left in the Public Fax box. This message
unsuccessful (for example, the fax machine notifies subscribers who have public mes-
is busy and call holding is not allowed). For sage access that a fax has arrived. This
details about each option, see “The transfer- public message can be a system-generated
greeting-action structure” in Chapter 6, announcement, a personal voice message
“Fundamental system features.” (for manual faxes), or a combination of the
two, depending on how you set up the
following fields.

Ask for voice annotation


If you are using manual fax detection,
you can select this option to have the
system ask callers to record a message
describing the fax and to whom it is
directed. This voice annotation is added
to the public message that is left in the
Public Fax box when a fax arrives.
This option does not apply to automatic
fax detection.

See also
The transfer-greeting-action structure ...... 56
Transfer types ............................................. 58
System IDs .................................................. 54
Configuring settings for
public messages ......................................... 98

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SETTING UP THE PUBLIC FAX BOX

Announce fax if no annotation Holding


If you are using manual fax detection,
The “Allow holding” check box only applies
you can select this option to have the
to manual faxes. Select this box if you want
system leave a public message when
to allow callers to hold when the fax
a caller does not include a voice
machine is busy. You can also specify
annotation.
a call holding type:
If you are using automatic fax detection,
• Select “Touchtone holding” if callers
select the “Announce fax if no annota-
press a touchtone key to hold.
tion” check box. When this option is
selected, the system always leaves a • Select “Voice-detect holding” if callers
public message in the Public Fax box say “Yes” to hold.
to announce that a fax has arrived.
Note To use the holding feature, the call
transfer type must be “Await answer” or
“Wait for ringback.”

SETTING UP THE BASIC APPLICATION 97


Configuring settings for public messages

You can use Worksheet 7 to specify how Only subscribers with the “Receives public
long you want the system to save public messages” or “Notified of public messages“
messages. check boxes selected on the Subscriber>
Access Options screen can listen to public
A public message is any message left in
messages.
these boxes:
• Operator box
• Public Fax box
• Public Interview box

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CONFIGURING SETTINGS FOR PUBLIC MESSAGES

Worksheet 7: Public Messages

Public Messages
A Public message Hold Time days

B Public Message Archive Time days

A The number of days the system B The number of days the system
saves a public message that has saves a public message that is
been listened to but not archived. archived. Archived messages older
Public messages older than this than this number of days are deleted
number of days are deleted at at midnight.
midnight.

SETTING UP THE BASIC APPLICATION 99


Setting up the voice ports

You can set up the voice messaging system Overview


ports to answer incoming calls or to dial out
to deliver messages or to activate message 1 Specify a status setting for each port.
waiting indicators.
2 For ports set to answer incoming calls,
After deciding how a port will function,
configure the “Rings” field.
you can specify other options about the
port. Record your decisions about how to
3 Specify a schedule, Day opening ID, and
set up each voice port on the worksheet.
Night opening ID.

4 Specify the station number that will dial


the port.

5 Specify the voice mail system schedule


number the port will follow.

6 Select the Digi-Trap, Forwarded calls,


or Local connect options as needed.

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SETTING UP THE VOICE PORTS

Worksheet 8: Voice port settings

Port Status Rings Day Night Station Schedule Dig/Fwd/Local


Opening Opening
ID ID

Default ❑ /❑/ ❑
1 ❑ /❑/ ❑
2 ❑ /❑/ ❑
3 ❑ /❑/ ❑
4 ❑ /❑/ ❑
5 ❑ /❑/ ❑
6 ❑ /❑/ ❑
7 ❑ /❑/ ❑
8 ❑ /❑/ ❑

SETTING UP THE BASIC APPLICATION 101


SETTING UP THE VOICE PORTS

Status Tip Incoming calls are handled more


quickly if you set up the least busy port to
Select a status setting for each port. Con-
activate message waiting indicators or to
sider the following questions when making
deliver messages. Typically this is the
your decision.
highest numbered port on the voice
messaging system.
Are you using the automated attendant
feature?
If the voice messaging system is
relied on to answer some or all incom-
ing calls, make sure enough ports are set
to answer the highest volume of incom-
ing calls you expect.

Are enough ports set to handle incoming


calls and to accommodate call holding?
If you set up subscriber mailboxes to
allow call holding, keep in mind that a
port cannot take other incoming calls
while a caller is holding.

Do you plan to use the message delivery


option?
If ports are used to deliver messages,
keep in mind that a port can be tied up
for long periods while subscribers listen
to their messages.

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SETTING UP THE VOICE PORTS

Available settings for “Status”

Status Description
Answer only Voice port is used to answer incoming calls only.
Answer/dial out Voice port is used to answer incoming calls. When there are no
incoming calls, the port dials out to activate message waiting
indicators and deliver messages.
Answer/lamps Voice port is used to answer incoming calls. When there are no
incoming calls, the port dials out only to activate message
waiting indicators.
Answer/messages Voice port is used to answer incoming calls. When there are no
incoming calls, the port dials out only to deliver new messages.
Busy Voice port remains off-hook. This status is used when you are
testing the port or temporarily have it off -line.
Dial out only Voice port is used to dial out to activate message waiting
indicators and to deliver new messages.
Lamps only Voice port is used to dial out only to activate message waiting
indicators.
Messages only Voice port is used to dial out only to deliver new messages.
DID n digits Voice port is used to answer direct-inward-dial (DID) calls,
where n represents the number of DID digits expected on the
port.

SETTING UP THE BASIC APPLICATION 103


SETTING UP THE VOICE PORTS

Rings Day opening ID and Night opening ID


For ports that have one of the following Specify the system ID for the box containing
status settings, you need to specify the the greeting that you want. If nothing is
number of rings you want the system to specified for a port, the default ID is used.
wait before answering an incoming call.
• Answer only Station number
• Answer/dial out Specify the telephone extension number for
each voice port.
• Answer/lamps
• Answer/messages

See also
Setting up system schedules .................... 106

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SETTING UP THE VOICE PORTS

Schedule Telephone system information


Indicate what schedule each port uses. The Some telephone systems require that
system uses Schedule 1 unless you type a the same port be used to turn a message
different schedule number in the “Schedule” waiting indicator on and then off. For these
field. telephone systems, only one port can be set
to one of the following status settings:
“Answer/dial out”; “Answer/lamps”;
Digi-Trap, Forwarded calls, Local
“Dial out only”; “Lamps only.”
connect
Specify any options that apply to the port.
If you are using a digi-trap, select the setting
“Dig.” Set at least one port to “Local
connect.”

SETTING UP THE BASIC APPLICATION 105


Setting up system schedules

You can define hours and days during Overview


which the voice messaging system operates
in day mode or night mode. In general, day 1 Define Schedule 1.
mode refers to regular business hours and
night mode refers to the hours and days 2 Specify whether the 24-hour schedule
your customer’s organization is closed. will be in day mode or night mode.
You define day mode and night mode by
3 Specify any holiday dates during which
setting up schedules. A schedule allows you
you want the system to operate in night
to set up the voice messaging system to play
mode for 24 hours.
different greetings or to take different
actions based on what day or hour the
4 Indicate special considerations for
call comes through.
daylight saving time.

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SETTING UP SYSTEM SCHEDULES

Worksheet 9: System schedules

A Schedule 1

From Until

❑M ❑T ❑W ❑ Th ❑F ❑S ❑ Su

From Until

❑M ❑T ❑W ❑ Th ❑F ❑S ❑ Su

From Until

❑M ❑T ❑W ❑ Th ❑F ❑S ❑ Su

❑ Ignore holidays

B Schedule 4

❑ Day ❑ Night

C Holidays (24-hour night mode) Use MM/DD format

D Daylight Saving Time

❑ Automatically adjust to daylight saving time

Daylight saving time starts on Ends on Hour adjustment

A Schedule 1 C Holidays
B Schedule 4 D Daylight saving time

SETTING UP THE BASIC APPLICATION 107


SETTING UP SYSTEM SCHEDULES

Schedule 1 The hours and days you do not specify as


day mode are automatically considered
Identify what hours and days define
night mode. In the example above, night
regular business hours (day mode) for your
mode would be before 9 A.M. and after 6 P.M.
customer’s organization and record this
Monday through Friday, before 8 A.M. and
information on the worksheet. For example,
after 12 NOON on Saturday, and 24 hours on
if regular business hours are 9 A.M.–6 P.M. on
Sunday.
Monday through Friday and 8 A.M.–12 NOON
on Saturday, you would record it on You can also specify how you want the
Worksheet 9 as shown in the following schedule to operate on the dates you define
example. as holidays.
• If you want the schedule to automati-
cally change to night mode for 24 hours
on holidays, do not select the “Ignore
holidays” check box.
• If you want the schedule to operate as
usual on holidays, select the “Ignore
holidays” check box.

Day Mode Schedule


From ___9 am___ until ___6 pm___
M T W Th F S Su

From ___8 am___ until ___12 noon___


M T W Th F S Su

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SETTING UP SYSTEM SCHEDULES

Note The voice messaging system lets you Holidays


define up to three different schedules that
You can specify up to 18 days on which the
you can assign to different voice ports or
voice messaging system operates in night
transaction boxes. Make copies of the
mode for 24 hours. Record the day and
worksheet if you want to set up more
month in the spaces provided. You must
than one schedule.
adjust the dates for holidays which fall on
a different date each year.
Schedule 4
Daylight saving time
Schedule 4 stays in one mode 24 hours a
day, 365 days a year. You can choose Record whether you want the voice mes-
whether it is always in day mode or night saging system to automatically adjust its
mode. internal clock for daylight saving time. If
you decide to adjust for daylight saving
time, type the dates when daylight saving
time starts and ends. Also specify the
number of hours for the adjustment.

SETTING UP THE BASIC APPLICATION 109


C H A P T E R • 9

Setting up voice
mail for
subscribers

Using the worksheets ......................................... 112 Configuring access options ............................... 126

Setting up the default subscriber screens ....... 114 Deciding how to enroll subscribers .................. 130

Configuring call transfer settings ...................... 116 Adding subscribers ............................................. 132

Configuring the options for action after Assigning system manager status ..................... 134
greeting and messages ..................................... 120
Setting up message groups .............................. 136
Configuring message notification and
delivery options .................................................. 122 Providing personal call handling
for guests ............................................................ 140

SETTING UP VOICE MAIL FOR SUBSCRIBERS 111


Using the worksheets

Overview 1 Make decisions about how to configure


different options.
The following explains how to use the
Each topic explains options you can
worksheets in this chapter to help you plan
configure. Discuss these different
and set up the voice messaging system.
options with the customer and decide
how to configure them to best meet the
organization’s needs.

2 Record your decisions on the worksheet.


Use the worksheets to record decisions
that you and the customer make.

3 Transfer information from the worksheet


to the console.
At the console, go to the screen that
corresponds to the worksheet and
transfer information. Use online Help
to learn more about specific options
and tasks related to customizing the
voice messaging system.

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USING THE WORKSHEETS

Worksheet 11: Subscribers: Call Transfer

Transfer Action Holding


Transfer calls to 713 Allow holding when line is busy
Transfer type
Touchtone holding
Await answer Voice-detect holding
Wait for ringback

Release
Rings 3

Transfer Options Screening Options

Beep when connected Beep when connected

Confirm before connecting Confirm before connecting

State to whom the call is directed State to whom the call is directed

Don’t ask for identification Don’t ask for identification

Ask for name Ask for name

Ask for name, save with message Ask for name, save with message

Use transfer options Use screening options

SETTING UP VOICE MAIL FOR SUBSCRIBERS 113


Setting up the default subscriber screens

The five default subscriber screens make Overview: Setting up voice mail
it easy to set up mailboxes for subscribers.
These screens contain options for setting up 1 Configure the “personal ID” field on the
different voice mail functions. Every new Default Subscriber screen.
subscriber is created with the settings from Configure this field only if you want to
the default subscriber screens, so it is best create personal IDs based on extensions.
to set them up before you enroll subscrib-
ers. You can always customize individual 2 Configure the five default subscriber
subscriber settings later. screens.
Use the topics and worksheets in this
chapter to configure the default sub-
Creating a unique personal ID for each
scriber with settings that represent the
subscriber
way most subscribers will be configured.
Each subscriber must have a unique
personal ID. A fast and effective way to 3 Add Subscribers.
create unique personal IDs is to add a
digit to the beginning of each subscriber’s 4 Customize each individual subscriber’s
extension. For example, if the extension is screens.
345, then the personal ID would be 9345 (9 Use the topics and worksheets in this
+ 345). This method is beneficial because it chapter to change a subscriber’s indi-
makes it easy for subscribers to remember vidual settings, as needed.
their personal ID.
The most efficient method for setting up
personal IDs based on extensions is to
use the “Personal ID” field on the Default
Subscriber Summary screen. Simply write
the prefix digit (for example, 9) followed by
an X in this field.

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SETTING UP THE DEFAULT SUBSCRIBER SCREENS

Worksheet 10: Default personal ID

Name Default Subscriber

Personal ID

Default subscriber as template

Subscribers added and customized

SETTING UP VOICE MAIL FOR SUBSCRIBERS 115


Configuring call transfer settings

You must decide how you want the voice Transfer Action
messaging system to handle calls that are
On the worksheet, record whether or not
transferred to a subscriber’s mailbox.
you want the voice messaging system to
transfer callers to a telephone extension.
If you want the system to transfer calls to
the subscriber’s telephone extension:
• Select the “Transfer calls through to”
check box and write X in the field.
• Select a transfer type.
• If you select “Await answer” or “Wait for
ringback” as a transfer type, write the
number of rings the voice messaging
system waits before it assumes the call
is not being answered.
If you do not want the system to transfer
calls to a telephone extension (the caller
goes directly to the greeting), do not select
the “Transfer calls through to” check box.
If you turn off call transfer, callers may leave
a message in a subscriber’s voice mailbox,
but they cannot reach a subscriber’s exten-
sion without going through the operator.

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CONFIGURING CALL TRANSFER SETTINGS

Worksheet 11: Subscribers: Call Transfer

A Transfer Action Holding B


❑ Transfer calls to ❑ Allow holding when line is busy
Transfer type ❑ Touchtone holding
❑ Await answer ❑ Voice-detect holding
❑ Wait for ringback
❑ Release
Rings

Transfer Options Screening Options C


❑ Beep when connected ❑ Beep when connected
❑ Confirm before connecting ❑ Confirm before connecting
❑ State to whom the call is directed ❑ State to whom the call is directed
❑ Don’t ask for identification ❑ Don’t ask for identification
❑ Ask for name ❑ Ask for name
❑ Ask for name, save with message ❑ Ask for name, save with message

❑ Use transfer options ❑ Use screening options

A Transfer Action
B Holding
C Transfer Options and Screening
Options

SETTING UP VOICE MAIL FOR SUBSCRIBERS 117


CONFIGURING CALL TRANSFER SETTINGS

Holding
If a caller is transferred to a busy extension,
the voice messaging system can offer callers
the option of holding. Select “Allow holding
when line is busy” if you want to use this
holding option. You can also specify a call
holding type to accommodate callers with
either touchtone telephones or rotary
telephones.
• Select “Touchtone” if callers press a
touchtone key to hold.
• Select “Voice-detect holding” if callers
say “Yes” to hold.
Note To use the holding feature, the call
transfer type must be “Await answer” or
“Wait for ringback.”

See also
The transfer-greeting-action
structure ...................................................... 56
Transfer types ............................................. 58
Configuring access options ..................... 126

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CONFIGURING CALL TRANSFER SETTINGS

Transfer Options and Screening Options


Record how the voice messaging system
handles the transfer to the telephone
extension.
You can specify two sets of transfer options.
You specify one under “Transfer Options”
and another under “Screening Options.”
After configuring the two sets, you indicate
which set is currently active by selecting
“Use Transfer Options” or “Use Screening
Options.” Subscribers can also use the
system conversation to change which set is
active, provided they are not restricted from
changing setup options on the Subscribers>
Access Options screen.

SETTING UP VOICE MAIL FOR SUBSCRIBERS 119


Configuring the options for action after greeting
and messages

You must decide how you want the system Message Options
to handle a call after the caller hears the
You can set up the system to offer callers
greeting and after the caller leaves a mes-
thechance to review and edit their messages
sage. You can also define certain message
before sending them, and you can specify a
options. Record your decisions on the
limit on the length a message can be.
worksheet.
You can also set up the system to automati-
cally mark all external calls as urgent or give
Action after greeting
callers the option of marking messages
Decide what action you want the system to urgent.
take after the greeting is played. Usually the
action is to take a message.
Message Life
You can set time limits for saving old
Action after message
messages and archived messages on the
If you select “Take message” as the action hard disk. If you write 0, messages are saved
after the greeting, then you must decide until midnight of the day they are sent.
what action the system takes after the
• Old messages are messages that the
message is recorded.
subscriber has listened to.
• Archived messages are messages the
subscriber wants to save.

See also
The transfer-greeting-action
structure ...................................................... 56

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CONFIGURING THE OPTIONS FOR ACTION AFTER GREETING AND MESSAGES

Worksheet 12: Subscribers: Action after greeting

A Action after greeting Action after message B

Action Action
❑ Take message ❑ Say good-bye
❑ Say good-bye ❑ Disconnect
❑ Disconnect ❑ Restart
❑ Restart ❑ Operator
❑ Operator
Route to ID Route to ID

C Message Options Message Life D

❑ Caller can edit/review message Days to save old messages

Maximum message length seconds Days to save archived messages


❑ Mark all messages urgent
❑ Do not mark messages urgent
❑ Ask to mark messages urgent

A Action after greeting C Message Options


B Action after message D Message Life

SETTING UP VOICE MAIL FOR SUBSCRIBERS 121


Configuring message notification
and delivery options

You can set up the way the system notifies Message waiting indication
subscribers that they have messages
You can activate a message waiting
waiting. There are two methods. You
indicator at the subscriber’s extension
can use one method or both, depending
or at another extension.
on each subscriber’s needs.
• To activate a message waiting indicator
Message waiting indication at the subscriber’s extension, select the
With this type of notification, the system “Use message lamp” check box and write
activates a lamp or plays a special X in the “Message lamp extension” field.
dialtone to indicate that messages are
• To activate a message waiting indicator
waiting. Subscribers must dial the voice
at an extension other than the sub-
messaging system to retrieve messages.
scriber’s extension, select the “Use
message lamp” check box and write the
Message delivery
extension number in the “Message lamp
With this type of message notification,
extension” field.
the voice messaging system dials a
telephone number or extension to
deliver messages. When a person
answers the call, the system offers to
play the messages. Message delivery is
helpful when you need to work away
from your desk or if your extension does
not have message waiting indicators.

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CONFIGURING MESSAGE NOTIFICATION AND DELIVERY OPTIONS

Worksheet 13: Subscriber: Notification and Delivery

A Message Waiting Indication

❑ Use message lamp Message lamp extension

Message Delivery
C
Work Phone From Until Rings every minutes
❑ M ❑ T ❑ W ❑ Th ❑ F ❑ S ❑ Su Batch delay minutes
❑ Each batch urgent

Home Phone From Until Rings every minutes


B ❑ M ❑ T ❑ W ❑ Th ❑ F ❑ S ❑ Su Batch delay minutes
❑ Each batch urgent D

Pager Phone From Until Rings every minutes


❑ M ❑ T ❑ W ❑ Th ❑ F ❑ S ❑ Su Batch delay minutes
❑ Each batch urgent

Spare Phone From Until Rings every minutes


❑ M ❑ T ❑ W ❑ Th ❑ F ❑ S ❑ Su Batch delay minutes
❑ Each batch urgent

A Message Waiting Indication C Delivery schedule


B Delivery telephone numbers D Delivery intervals

SETTING UP VOICE MAIL FOR SUBSCRIBERS 123


CONFIGURING MESSAGE NOTIFICATION AND DELIVERY OPTIONS

Message delivery telephone numbers Message delivery schedule


You can specify up to four different delivery Specify the hours and days during which
telephones. For each delivery telephone you want delivery attempts to occur. You can
you want to set up, select the check box and specify a different schedule for each mes-
write the telephone number, including any sage delivery telephone.
special dialing characters that the system
must dial to reach the delivery telephone.

See also
Dialing external telephone numbers ........ 60
Setting up the voice ports ........................ 100
Online Help: Setting up subscriber
default notification
Online Help: Setting up a subscriber’s
message notification options

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CONFIGURING MESSAGE NOTIFICATION AND DELIVERY OPTIONS

Message delivery intervals For example, you can set up a delivery


interval for four rings every 30 minutes with
You can set parameters that define how
a batch delay of 0 minutes, and the last field
the system attempts deliveries during the
on the right set to “Each.” With this type of
specified schedule. The parameters you can
configuration, each time a new message
set up include the following:
arrives, the system dials the telephone
• How many rings the system waits for an number and attempts delivery. It waits four
answer before considering the delivery rings before considering the delivery
attempt to be unsuccessful attempt unsuccessful because the telephone
is not answered. If a delivery attempt is
• How long the system waits before retry-
unsuccessful, the system waits 30 minutes
ing the delivery after an unsuccessful
before attempting delivery again. However,
delivery attempt
if a new message arrives during that 30
• How long the system delays before minutes, the system immediately attempts
making an initial attempt to deliver delivery.
messages (applies to batch delivery
only)
• Whether all messages or only urgent
messages trigger an immediate delivery
attempt

SETTING UP VOICE MAIL FOR SUBSCRIBERS 125


Configuring access options

You can configure options that define how Addressing options


the system conversation is played to the
Select “Return receipt request” to allow the
subscriber and which voice messaging
subscriber to request a return receipt on a
system capabilities subscribers can use.
subscriber-to-subscriber message.
Use worksheet 14 to record which access
options you want to apply to subscribers. Select “Urgent messages” to allow the
subscriber to mark messages urgent.
The system manager access option (in the
Miscellaneous Options group) is discussed Select “Private messages” to allow the
in the topic “Assigning system manager subscriber to mark messages as private.
status.” Private messages cannot be redirected.
Select “Future delivery” to allow the sub-
Conversation preference scriber to request that a message be deliv-
ered at a specified time.
Select “Play new messages hands-free,” to
have the system conversation announce Select “Redirection of messages” to allow
and play messages without asking the the subscriber to redirect messages to other
subscriber to press a touchtone key to subscribers.
confirm that they want to hear messages.
Otherwise, the conversation asks the
subscriber to press a touchtone key to
confirm that they want to listen to each
message.
Select “Announce message length” to have
the conversation announce the message
length before playing the message.

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CONFIGURING ACCESS OPTIONS

Worksheet 14: Subscriber: Access options

A Conversation Receipts B

❑ 1 for “yes,” 2 for “no” conversation ❑ Receipts summary


❑ Menu mode conversation ❑ Explicit receipts as requested
❑ Play new messages hands-free ❑ All messages with explicit receipts
❑ Announce message length

C Setup Options Addressing Options D

❑ Enroll when calling for the first time ❑ Return receipt request allowed
❑ Restricted from changing setup ❑ Urgent messages allowed
❑ Greeting changes allowed ❑ Private messages allowed
❑ Call holding changes allowed ❑ Future delivery allowed
❑ Redirection of messages allowed

E Sending Options Miscellaneous Options F

❑ By spelled name System Manager:


❑ By extension ❑ List in automatic directory
❑ Restrict from sending messages ❑ Message review allowed
❑ Subscriber messaging allowed ❑ Receives public messages
❑ Open group messages allowed ❑ Notified of public messages

A Conversation preference D Addressing options


B Receipts E Sending options
C Setup options F Miscellaneous options

SETTING UP VOICE MAIL FOR SUBSCRIBERS 127


CONFIGURING ACCESS OPTIONS

Receipts Sending options


Select “Receipt summary” if you want the Select “By spelled name” to have the
subscriber to receive a summary of every subscriber identify the message recipient by
message sent. The summary tells whether entering the first three letters of the person’s
the recipient has heard any or all of the name.
messages, and whether the person left the
Select “By extension” to have the subscriber
sender any messages. It does not specify
identify the message recipient by entering
which messages were received, nor when
the extension ID.
they were received.
Select “Restrict from sending messages”
Select “Explicit receipts as requested”
to prevent subscribers from sending
to allow a subscriber to request a more
messages to guests, groups, or other
detailed receipt, which includes the time
subscribers.
a message was delivered and read.
Select “Subscriber messaging allowed” to
Select “All messages with explicit receipts” if
permit subscribers to send messages to
you want the subscriber to receive detailed
anyone. If this option is not selected, the
receipt information for every message sent.
subscriber can send messages to their own
guests, but to no one else.
Select “Open group messages allowed” to
permit subscribers to send messages to an
open message group.

See also
Setting up automatic
directory assistance .................................... 80
Adding subscribers ................................... 132
Setting up message groups ...................... 136

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CONFIGURING ACCESS OPTIONS

Setup options Miscellaneous options


Select “Enroll when calling” to have the Select “List in automatic directory” to have
subscriber self-enroll over the telephone the subscriber listed in the automatic
the first time they call the system. directory.
Select “Restricted from changing setup” to Select “Message review allowed” to have the
prevent the subscriber from changing any system conversation prompt the subscriber
setup options. to review their old messages.
Select “Greeting changes allowed” to allow Select “Receives public messages” to allow
the subscriber to change their personal the subscriber to listen to messages in the
greeting. Public Fax box, Public Interview box, and
Operator box.
Select “Call holding changes allowed” to
allow the subscriber to turn call holding on Select “Notified of public messages” to
or off for their own extension. have the system deliver public messages to
subscribers who have message delivery
Tip If the personal greeting is the only
enabled on their Subscribers>Notification
option you want subscribers to change,
and Delivery screens.
select the “Restricted from changing setup”
and “Greeting changes allowed” check
boxes.

SETTING UP VOICE MAIL FOR SUBSCRIBERS 129


Deciding how to enroll subscribers

Enrollment is the process of registering Two methods for enrolling subscribers


each subscriber with the voice messaging
system. Once enrolled, the system recog- First-time enrollment
nizes a subscriber as a valid entity. Decide Subscribers complete the five following
how you want to accomplish enrollment tasks over the telephone the first time
before adding subscribers. they call the voice messaging system. To
activate first-time enrollment, you must
go to the Default Subscriber>Access
Options screen and select the “Enroll
when calling for the first time” check
box before adding new subscribers.

Enroll all subscribers at the console


You can complete the first four of the
following tasks at the console. The
security code must be set by the sub-
scriber over the telephone.

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DECIDING HOW TO ENROLL SUBSCRIBERS

Enrollment consists of five tasks


• Recording a voice name
• Spelling the subscriber’s name
• Indicating whether the subscriber
is listed in the directory
• Recording a greeting
• Setting a security code

SETTING UP VOICE MAIL FOR SUBSCRIBERS 131


Adding subscribers

After deciding how the default subscriber 3 Add subscribers.


will be set up, collect the names and exten- If you are using the automatic directory
sions of all subscribers. Then add by first names, make sure subscriber’s
the subscribers at the console or by tele- names are entered in first name/last
phone by using the system manager’s name format during enrollment. If you
conversation. add subscribers one by one at the con-
sole, you must type the subscriber’s first
name in the “Last name” field and the
Overview
last name in the “First name” field.
1 Record each subscriber’s name and
4 Customize the individual subscriber
extension on Worksheet 15: Subscriber
screens, as needed.
List.
5 If you are not using first-time enroll-
2 Verify that the default subscriber
ment, it is a good idea to complete the
screens are set up correctly.
following tasks at the console for each
The default subscriber screens need to
subscriber: record a voice name, type
be filled in with settings that apply to
the subscriber’s name, and indicate
most subscribers.
whether the subscriber is listed in the
If you are using first-time enrollment, directory.
verify that the “Enroll when calling for
Tip If subscribers spell their names over
the first time” check box is selected on
the telephone, the console displays the
the Default Subscriber>Access Options
name as a letter followed by numbers. To
screen.
make maintaining the system easier for the
system manager, type each subscriber’s
name at the console.

See also
Online Help: Adding a subscriber

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ADDING SUBSCRIBERS

Worksheet 15: Subscriber List

Subscribers
Extension ID Last name First name

SETTING UP VOICE MAIL FOR SUBSCRIBERS 133


Assigning system manager status

During the installation, the system manager You must assign system manager status at
helps you plan how the system should be the console so this person is authorized to
set up. After installation, the system man- perform certain functions. Only a subscriber
ager is the on-site person responsible for with system manager status can sign in at
the daily management of the voice messag- the console or access the system manager
ing system. conversation to perform management
functions such as the following:
• Changing system fields
• Creating, modifying, or deleting
subscribers and transaction boxes
• Changing voice prompts by using
a local connection at the console

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ASSIGNING SYSTEM MANAGER STATUS

Identifying a system manager


To assign system manager status at the
console ◆ The organization may have already
selected a system manager for you to
1 Go to the Subscriber and Guests Sum-
work with. If not, ask your primary site
mary screen for the subscriber who is
contact to select one.
the system manager.
◆ The system manager must have
2 Under “Access Options,” select the
adequate time to be trained and to
“System manager” check box.
handle system manager functions such
3 Choose “Save.” as training subscribers and maintaining
the system.
Tip Consider having two subscribers with
system manager status, so one is always ◆ The system manager must be familiar
available. with the needs of the staff and the
organization.
◆ The system manager must have basic
computer skills.

SETTING UP VOICE MAIL FOR SUBSCRIBERS 135


Setting up message groups

Message groups allow subscribers to send Message group options


one message to a group of people. The
Decide how you want to configure each
voice messaging system comes with the All
of the following options for the message
System Users group, a system-owned group
group, and record your decisions on
that includes all subscribers. Your customer
Worksheet 17.
may want you to set up additional message
groups. • Group owner
• Group name
• Group type
• Voice name
• Distribution type
• Group members

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SETTING UP MESSAGE GROUPS

Worksheet 16: Message groups

A Group owner Group name B

❑ System ❑ Spelled name


❑ Subscriber ❑ Numbered name
System ID for numbered groups

C Group type Distribution type E


❑ Private ❑ Broadcast
❑ Open ❑ Dispatch
D Voice name

Group members F

A Group owner D Voice name

B Group name E Distribution type

C Group type F Group members

SETTING UP VOICE MAIL FOR SUBSCRIBERS 137


SETTING UP MESSAGE GROUPS

Group owner Group name


Decide who owns the group. There are two You must choose the type of naming
types of ownership. convention you want to use for a group. The
voice messaging system can use both types
System as owner of naming conventions.
Groups owned by the system are always
open groups (groups that any autho- Spelled names
rized subscriber can send a message to). This convention is appropriate when
They can only be changed by the system subscribers have lettered telephone
manager at the console. keypads. The message group’s name
must begin with at least three letters, for
Subscriber owner example “Tech 222.” Subscribers send
Groups owned by subscribers can be messages to the group by pressing the
created over the telephone (by the first three letters of the name on their
subscriber) or at the console (by the telephone keypad.
system manager). The owner can modify
the group over the telephone or the Numbered names
system manager can make changes at This convention is appropriate when
the console. subscribers have telephone keypads
with numbers only. The message group
Note If you delete subscribers who
name begins with three numbers, for
own message groups, any private groups
example “111 Technical Support.” A
(groups that only an owner can send
name that begins with numbers is not a
messages to) they own are deleted also.
system ID, so need not be unique.
The voice messaging system becomes the
owner for any open groups they own. If you use numbered names for groups,
you must specify a special system ID
Tip You may want to assign ownership that is used to send messages to these
of a group to a virtual subscriber. A virtual types of groups. Subscribers send
subscriber is a system ID that typically does messages to these groups by pressing
not have an extension. Since a virtual the special system ID before pressing
subscriber is not linked to a person (sub- the group number. You configure this
scriber) who may leave the organization, system ID in the “System ID for num-
you would never need to delete it. bered groups” field on the Application
Setup>General Settings screen.

See also
Configuring system-wide options ............. 66

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SETTING UP MESSAGE GROUPS

Note You can have more than one mes- Distribution type
sage group with the same spelled name or
For each group you create, you must decide
numbered name. Subscribers choose the
how messages are distributed to group
correct group by listening to the group’s
members. There are two distribution
recorded name, just as they do when
methods.
choosing between subscribers with the
same last name.
Broadcast
Each group member receives the
Tip It is best not to use 1 or 0 in any group
message. This is useful for announce-
number since the system treats these as
ments that all group members need to
wildcard numbers.
hear.

Dispatch
Group type
Only the first person to listen to the
If the owner is a subscriber, decide whether message receives the message. This is
the group is open or private. If the owner is useful if each person in the group is
the system, the group is automatically an equally responsible for completing a
open group. task, such as responding to a customer
service request.
• Private groups are groups to which only
the owner can send messages.
Group members
• Open groups are groups to which
any authorized subscriber can send Record the names of subscribers who
messages. belong to a group. Any subscriber can be
part of a group. Guests can be members of a
group that is private and owned by their
Voice name
host.
Decide what the voice name (recorded
name) is for the group.

SETTING UP VOICE MAIL FOR SUBSCRIBERS 139


Providing personal call handling for guests

The voice messaging system can be set Guest personal ID


up to provide a subscriber with a way to
For each guest, record the unique system ID
leave and retrieve two-way messages with
that the guest uses to access messages the
frequent external callers. These special
host subscriber has left for him or her. The
external callers are called guests. They are
host can also use this personal ID to
enrolled in the voice messaging system and
address messages to the guest.
authorized to exchange two-way messages
with a specified subscriber. Guests can only
trade messages with their host subscribers. Allow urgent messages?
Use the worksheet to record information You can specify whether a guest is allowed
about subscribers who want to host guests. to mark a message urgent.

Host subscriber
Record the names of subscribers who want
to share two-way messages with guests.

Guest names
Write the guests’ names for each host. A
subscriber can have an unlimited number
of guests.

See also
Online Help: Adding subscribers and guests

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PROVIDING PERSONAL CALL HANDLING FOR GUESTS

Worksheet 17: Guests

A Host subscriber Guest names Guest personal ID C


B

D ❑ Allow urgent messages?

A Host subscriber C Guest personal ID

B Guest names D Allow urgent messages?

SETTING UP VOICE MAIL FOR SUBSCRIBERS 141


C H A P T E R • 10

Backing up
the system

Deciding which files to back up ....................... 144

Deciding when to back up files ........................ 146

Backing up with Toolkit ..................................... 147

BACKING UP THE SYSTEM 143


Deciding which files to back up

The Toolkit utility offers different levels of The backup level you choose also depends
backups, so you can back up all or part of on what media (tape or floppy disks) you
the voice messaging system files. You can are saving the data on. Since some backups
also back up other hard disk files such as are large, it may not be efficient to save the
the MS-DOS operating system files. The data on floppy disks.
type of backup you choose depends on
Note Using floppy disks as the backup
what data you want to be able to restore
media requires that a person be on site to
quickly.
insert new disks into drive A for the dura-
tion of the backup.

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DECIDING WHICH FILES TO BACK UP

Different types of backups available through Toolkit


Type of backup What this backup type stores Media recommendation
All hard disk files Every file on the computer’s A tape backup or other high-
hard disk. This includes all capacity storage device is strongly
voice mail files, incoming recommended. If you use floppy
messages, MS-DOS operating disks, backing up a 30-hour (330
system files, and Toolkit. MB) hard disk can require over
100 disks.
Voice mail and All voice mail files and A tape backup or other high-
messages incoming messages. capacity storage device is strongly
recommended. If you use floppy
disks, this type of backup can
require over 100 disks.
Voice mail only All voice mail files (voice A tape backup or other high-
messaging software, custom- capacity storage device is recom-
ized greetings and voice mended. Using floppy disks for
names, audiotext, and this type of backup usually
mailbox database). It does requires 15–30 disks.
not include incoming
messages.
Custom greetings All greetings, voice names, A tape backup or other high-
audiotext, and mailbox capacity storage device is recom-
database. mended. Using floppy disks for
this type of backup usually
requires 15–30 disks.
Messages All incoming messages and A tape backup or other high-
the mailbox database. capacity storage device is strongly
recommended. This type of
backup usually requires a large
number of floppy disks.
Mailbox database Only the mailbox database. Both types of media are accept-
able. This type of backup usually
fits on one floppy disk.

BACKING UP THE SYSTEM 145


Deciding when to back up files

There are several occasions when backing


up your customer’s system is crucially
important:
• After you have installed and set up a new
system
• Before and after updating the voice
messaging software to a new version
• Before and after adding optional pack-
ages to an existing voice messaging
system

Recommended backup types for different backup media


When you should back up data Tape Floppy disk
After installation All hard disk files Voice mail only
Before major software updates All hard disk files Voice mail and messages (could
use over 100 floppy disks)
After major software updates All hard disk files Custom greetings
Before adding optional packages All hard disk files Voice mail and messages(could
use over 100 floppy disks)
After adding optional packages All hard disk files Custom greetings

See also
Deciding which files to back up ............. 144

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Backing up with Toolkit

The voice messaging system cannot answer


To back up files by using Toolkit
any calls or take messages while backing up
files. Before starting to back up the files, set 1 On the Banner screen, shut down the
the telephone system to forward all calls to voice messaging system.
the operator or schedule the backup for
2 When asked whether you want to access
after business hours.
the Toolkit menu, type Y.
3 Follow the on-screen instructions for
backing up the files.

BACKING UP THE SYSTEM 147


C H A P T E R • 11

Remote
Maintenance

Remote Maintenance overview ........................ 150 Making a connection ......................................... 164

Preparing both computers ................................ 152 Suspending and resuming a Remote


Maintenance session ......................................... 166
Configuring a host computer’s phone
book entry .......................................................... 154 Ending a connection ......................................... 167

Installing Remote Maintenance on the Transferring files ................................................ 168


support computer .............................................. 156
Managing files ................................................... 172
Updating Remote Maintenance on the
support computer .............................................. 157 Editing files ........................................................ 174

Getting started on the support computer ....... 158 Restarting the host computer ........................... 175

Disabling the mouse ......................................... 159 Tracking Remote Maintenance sessions


with the billing log ............................................ 176
Configuring the support computer’s
phone book ........................................................ 160 Using TOPTIONS .............................................. 180

REMOTE MAINTENANCE 149


Remote Maintenance overview

Remote Maintenance allows you to trouble- You can perform the following tasks by
shoot and maintain a customer’s voice using Remote Maintenance:
messaging computer from a second, off-site
• View and update the host computer’s
computer. The two computers, referred to as
screens
the host computer and support computer,
communicate over a modem connection. • View and download the host computer’s
files
• Dial bulletin board services to gather
information or download files

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REMOTE MAINTENANCE OVERVIEW

Remote Maintenance connection between the support and host computers

Support computer Host computer


• Used to troubleshoot problems on the • Runs the voice messaging system
host computer
• Has the host version of Remote Mainte-
• Has the remote version of Remote nance installed on it
Maintenance installed on it
• Cannot have voice messaging system
installed on it

REMOTE MAINTENANCE 151


Preparing both computers

Verify that both computers are ready for a Host Computer Requirements
Remote Maintenance session by checking
❑ A 100% Hayes-compatible modem,
the requirements and completing the tasks
14,400 baud or faster, is installed.
described in this topic.
VoiceMate packages come with the
approved modem installed.
❑ An analog telephone line is connected
to the computer’s modem.
❑ The host version of Remote Mainte-
nance is installed on the computer.
(Remote Maintenance is automatically
installed with the voice messaging
system.)

See also
Configuring the host computer’s
phone book entry ..................................... 154
Installing Remote Maintenance on the
support computer ..................................... 156
Configuring the support computer’s
phone book .............................................. 157

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PREPARING BOTH COMPUTERS

Host Computer Task Support Computer Tasks

• Configure the host computer’s phone 1 Install the remote version of Remote
book entry. Maintenance.

Support Computer Requirements 2 Configure the support computer’s phone


book.
❑ A 100% Hayes-compatible modem,
14,400 baud or faster, is installed. Note A support computer that uses Remote
Maintenance version 6.1j can successfully
❑ An analog telephone line is connected to
connect with a host computer that uses
the computer’s modem.
Remote Maintenance version 4.0e.
Note A DOS system with no mouse driver
installed is the most reliable operating
system for the support computer.

REMOTE MAINTENANCE 153


Configuring a host computer’s phone book entry

The host computer’s phone book entry How to configure the host computer’s
is configured when you install the voice phone book entry
messaging system. Refer to the following
procedures if you need to change settings. Login and password
Type the login and password the support
computer must use to access the host
computer, or use the default values.
These values are case sensitive and must
be exactly the same on the host and
support computer’s phone books.

Port
Choose the COM port that is assigned to
the modem. Usually, this is COM2.

Baud
If you are using a 14,400 modem, set the
“Baud” field to 19,200. Remote Mainte-
nance uses this higher baud rate to
provide higher throughput for 14,400
modems. If the modem is a speed other
than 14,400 baud, specify the modem’s
actual baud rate.

Modem
Specify the modem type. If your modem
type is not listed, choose “Hayes
Extended.”

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CONFIGURING A HOST COMPUTER’S PHONE BOOK ENTRY

To configure the host computer’s phone book


entry

1 Go to the C:\HOST directory on the host


computer. Type PHONE and press
ENTER .

2 Select “Default” from the phone book list


and press F3.
3 Type the login and password.
4 Press PAGE DOWN.

5 Press P to select the COM port that is


assigned to the modem.
6 Press B to choose the modem speed.
7 Press M to view a list of modem types.
Select the modem type and press ENTER.
8 Press F10 to save your changes.
9 Return to the command prompt and
press CTRL+ALT+DELETE to restart the
computer.

REMOTE MAINTENANCE 155


Installing Remote Maintenance on
the support computer

Before installing the software, make sure


To install Remote Maintenance on the support
you are ready for the installation by check-
computer
ing the support computer’s requirements in
the topic “Preparing both computers.” 1 Look at the modem and determine
which COM port it uses. You will be
prompted for this value during the
installation.
2 Go to the command prompt C:\.
3 Insert the Remote/Dealer Disk in drive A
and type A:INSTALL. Press ENTER.
4 Follow the on-screen prompts.

See also
Preparing both computers ....................... 152

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Updating Remote Maintenance on
the support computer

You can update Remote Maintenance on


To update the support computer’s Remote
the support computer from version 4.0e to
Maintenance to version 6.1j
version 6.1j. Before updating the software,
record the following information: 1 Go to the directory where the current
version of Remote Maintenance is
• The COM port for the modem
installed (for example, C:\REMOTE).
• The type of modem installed
2 Insert the Remote/Dealer Disk version
• The login name, password, and phone 6.1j into drive A and type A:INSTALL.
number for each phone book entry set Press ENTER.
up for a host computer
3 When asked if you want to update
Remote Maintenance, type Y and press
ENTER .

4 Follow the on-screen prompts.


5 Reconfigure the support computer’s
phone book by adding the default
phone book entry and a phone book
entry for each host computer.

See also
Configuring the support computer’s
phone book .............................................. 160

REMOTE MAINTENANCE 157


Getting started on the support computer

The support version of Remote Mainte- You do not need to reload Remote Mainte-
nance is a terminate-and-stay-resident nance unless you restart the computer or
(TSR) program. You must load it into the use the SUNLOAD command.
support computer’s memory before you
can use it. You can run other programs on
the computer when you are not using it
and access it as needed by pressing a
simple key combination.

Loading, unloading, accessing, and exiting Remote Maintenance


If you want to Place the cursor here Do this
Load the program The root directory of drive C Type RR. Press ENTER.
Access the Main Menu Any DOS directory Press ALT+LEFT SHIFT.
Or
Any Remote Maintenance screen
Exit to DOS Any Remote Maintenance screen Press F10 repeatedly.
Unload the Remote The directory where the Remote Type SUNLOAD, and
Maintenance from the Maintenance files are located; press ENTER.
computer’s memory usually this is C:\REMOTE Or
Shut down the computer.

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Disabling the mouse

Using a mouse on the support computer


To turn off mouse operation
during Remote Maintenance connections
may cause instability on the host computer. 1 From the Main menu, press F9 to choose
Turn off mouse operation by using the “Options Menu.”
following procedure.
2 Press F1 to choose “Hardware Menu.”
Note If you installed Q release version
3 Press the SPACE BAR to change Remote
Q20272 (Dealer Remote Maintenance 6.1j)
Mouse Operation to “No.”
on the support computer, Remote Mouse
Operation is already set to “No.” The Q 4 Press F10 to save your changes.
release number appears on the disk.

REMOTE MAINTENANCE 159


Configuring the support computer’s phone book

Before making a connection, you must Overview


create a phone book for the support com-
These overview steps describe the general
puter. This phone book stores information
procedure for setting up a support com-
you need to make a connection with a host
puter’s phone book. Step 1 is required. Step
computer.
2 is optional.
Information needed to create a phone
1 Set up the default phone book entry.
book
This entry stores the basic communi-
• The basic communications settings used cations settings used by the support
by the support computer (COM port, computer. When you create a new entry
baud, modem type) all settings in the default phone book are
copied to the new entry.
• Phone number for each host computer’s
modem
2 Create a phone book entry for each
• Login and password for each host host computer.
computer For each host computer, create a phone
book entry that stores the information
needed to connect with that host site.

3 Refer to the table to configure phone


numbers.

See also
Making a connection ................................ 164
Getting started on the
support computer ..................................... 158

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CONFIGURING THE SUPPORT COMPUTER’S PHONE BOOK

To configure the default phone book entry

1 From the Main menu, press F2 to choose 6 Press B to choose the correct modem
“Call Menu.” speed. If you are using a 14,400-baud
modem, choose 19,200. Otherwise,
2 Press F3 to choose “Phone Book Menu.”
choose the modem’s actual baud rate.
3 Select “Default” from the phone book list
7 Press M to view a list of modem types.
and press F3.
8 Select the modem type the support
4 Press PAGE DOWN.
computer uses. If your modem is not
5 Verify that the number in the “Port” field listed, choose “Hayes Extended.” Press
is the same as the COM port you speci- F10 to save your changes.
fied when you installed Remote Mainte-
nance. To change the value, press P.

REMOTE MAINTENANCE 161


CONFIGURING THE SUPPORT COMPUTER’S PHONE BOOK

To create a phone book entry for a host computer

1 From the Main menu, press F2 to choose 6 If the host computer uses a different
“Call Menu.” password and login from the default
values, type the password and login
2 Press F3 to choose “Phone Book Menu.”
used. These two fields are case-sensitive
3 Press F1 to add a new phone book entry. and must exactly match the same fields
in the phone book entry on the host
4 Type a name for the host computer. For
computer.
example, type the name of the company
that owns the host computer. Press 7 Press F10 to save your changes.
ENTER .
8 Repeat steps 3–6 for each host computer
5 Type the phone number for the host that the support computer must call.
computer.

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CONFIGURING THE SUPPORT COMPUTER’S PHONE BOOK

Configuring the telephone number


When typing the telephone number for the
host computer’s modem, use the following
criteria:
• It can be up to 35 characters.
• Any character accepted by Hayes-
compatible modems is valid.
• Hyphens are ignored.

Sample entry for the “Phone” field: 9,2065551234,,,,111


Character Meaning
9 The digit dialed to reach an external line from within the telephone
system
, A two-second delay
2065551234 The area code and telephone number
,,,, An 8-second delay
111 The modem’s extension number

REMOTE MAINTENANCE 163


Making a connection

When you make a connection between Three options for connecting with the
the two computers, the support computer’s host computer
monitor displays what appears on the host
computer’s monitor. You navigate the host Call menu
computer’s screens with the support Use this option if you have multiple
computer’s keyboard. host computers and have configured a
separate phone book entry for each one.
Note Keystrokes from the host computer’s
keyboard only affect the host computer;
Voice switch
they do not affect the support computer.
Use this option when the host
computer’s modem cannot be dialed
Decide which of the following options best
directly (for example if an operator must
supports your situation. Then follow the
transfer the call to the modem’s exten-
related procedure to make a connection.
sion). A telephone handset must be
connected to the support computer’s
modem to use this option.

Quick connect
Use this option if you have only one
host computer or if you prefer to type a
telephone number each time you make
a connection.

See also
Configuring the support
computer’s phone book ........................... 160

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MAKING A CONNECTION

To call a host computer by using the Call To call a host computer by using the Quick
Menu option Connect option

1 From the Main menu, press F2 to choose 1 From the Main menu, press F1 to choose
“Call Menu.” “Quick Connect.”
2 Select the phone book entry of the host 2 Type the host computer’s telephone
computer you want to call. number in the “Enter Telephone Num-
ber” field. Include any special dialing
3 Press F1.
characters.
4 Wait about 30 seconds for a connection.
3 Press ENTER.
The host computer’s screen appears.
4 Wait about 30 seconds for a connection.
The host computer’s screen appears.
To call a host computer by using the Voice
Switch option

1 Go to the Main menu.


2 Using a telephone connected to the
support computer’s modem, dial the
company phone number for the host
computer you are connecting with.
3 Immediately after you are transferred
to the extension for the host computer’s
modem, press F7. (Do not wait to hear
the modem tone.)
4 Wait about 30 seconds for a connection.
The host computer’s screen appears.

REMOTE MAINTENANCE 165


Suspending and resuming a
Remote Maintenance session

Suspending a Remote Maintenance session


To suspend or resume a Remote Maintenance
allows you to use other programs on the
session
support computer without disconnecting
with the host computer. 1 From the Main menu, press F8 to choose
“Support Menu.”
Important points about suspending a
2 Press F1 to choose “Suspend/Resume.”
session
• Always remember to resume a sus-
pended session and properly disconnect
from the host computer. Failing to do so
may inadvertently trigger an abrupt
restart of the host computer.
• You continue to incur long-distance
charges if connected via a long-distance
call.
• During a suspended session, the support
computer no longer controls the host
computer.

See also
Ending a connection ................................ 167

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Ending a connection

You must disconnect properly from the host


To disconnect from the host computer
computer. If you do not disconnect by using
the procedure below, one of the following From the Main menu, press F6 to choose
may occur: “Hangup.”
• The host computer’s phone line is not
released.
• The host computer immediately restarts.
Callers using the voice messaging
system are disconnected.

REMOTE MAINTENANCE 167


Transferring files

You can transfer a copy of a file from one Overview


computer to the other during a Remote
Maintenance session. The original file 1 Set the file transfer options.
remains on the source computer’s hard
disk. During most file transfers, the voice 2 Transfer the files by using the File Menu
messaging system can continue to answer screen.
calls.
3 Change directories.
If you want to transfer or view any of the
If necessary, change the directory on the
following files, you must shut down the
support or host computer.
voice messaging system and go to the
command prompt.
• Database files (AV*.* files)
• Executable files (*.EXE)
• The current day’s REPLOG*.* file

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TRANSFERRING FILES

The File Menu screen is where file transfers are initiated

E
A B

D C

A Local side D The destination files


The left side of the File Menu screen lists This is the list of files where the cursor
the directory and files on the computer is not placed. It displays the directory
you are sitting at (usually this is the where the files are being transferred to.
support computer).
E The destination arrow
B Host side This arrow points to the destination side
The right side of the File Menu screen of the screen. The arrow changes direc-
lists the directory and files on the tion depending on which side of the
computer you are remotely connected screen the cursor is placed.
with (usually this is the host computer).

C The source files


The source files are always on the side of
the screen where you place the cursor.
This list contains the files you want to
transfer.

REMOTE MAINTENANCE 169


TRANSFERRING FILES

Setting file transfer options


To set file transfer options
There are three file transfer options that
1 From the Main menu, press F3.
affect how files are transferred. Set these
options according to the way you want file 2 Press F2 to choose “Call Menu.”
transfers to occur.
3 Press F8 to choose “Options.”
File compression 4 Set the file transfer option as needed
This option must always be set to “Off.” by highlighting it and pressing the
SPACE BAR.
Overwrite verify
5 Press F10 to save your changes.
When this option is set to “On,” you are
prompted to confirm a file transfer if the
transferred file replaces an existing file
with the same name.

Overwrite duplicate files


This option allows you to control
whether or not the system replaces
an existing file with a transferred file
that has the same name. The possible
settings are “Always” (always replace
an existing file with a transferred file),
“Older” (only replace an existing file if it
is older than the transferred file), and
“Never” (never replace the existing file).

See also
Managing files .......................................... 172

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TRANSFERRING FILES

To transfer files To change directories

1 From the Main menu, press F3. 1 Place the cursor on the side of the File
Menu screen where you want to change
2 Change to the directory where the
the directory.
source files exist.
2 Press F2.
3 Place the cursor on the side of the screen
where the source files are displayed. 3 Press F3 to select “Change Drive/
Directory.”
4 Tag each file to be transferred by placing
the cursor on the file and pressing 4 Type the name of the drive and directory
ENTER . to which you want to change. Press
ENTER.
5 Confirm that the arrow centered
between the two sides is pointing
toward the destination side.
6 Verify that the directory displayed on the
destination side is where you want to
transfer the files.
7 Verify that the “Files selected” field at the
bottom of the screen displays the correct
number of files to be transferred.
8 Press F1 to start the transfer.
9 Verify that the transfer is complete by
confirming that the “Percent Complete”
field displays “100%.”

REMOTE MAINTENANCE 171


Managing files

From the File Menu screen, you can do the


To delete files
following tasks for either the support or
host computer: 1 At the File Menu screen, place the cursor
on the file you want to delete.
• Delete files
2 Press ENTER to tag the file.
• View files
3 Press F2.
• Make new directories
4 Press F6.
5 Follow the on-screen prompts to delete
the file.

See also
Transferring files ....................................... 168

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MANAGING FILES

To view files To make a directory

1 At the File Menu screen, place the cursor 1 At the File Menu screen, place the cursor
on the file you want to view. on the side of the screen where you want
to create a new directory.
2 Press ENTER to tag the file.
2 Verify that the drive and directory
3 Press F2.
displayed is the one for which you want
4 Press F5 to scroll through the file con- to create a new directory.
tents. Press the SPACE BAR to pause or
3 Press F2.
restart scrolling.
4 Press F4 to select “Make directory.”
5 Type the directory name and press
ENTER .

REMOTE MAINTENANCE 173


Editing files

You can edit files on the host computer


To edit a file by using TED.EXE during a
during a Remote Maintenance session. The
Remote Maintenance session
editing tool you use cannot require use of
the ALT key. 1 Go to the directory of the file you want to
edit on the host computer.
Note You can use the ALT key while view-
ing the host computer’s voice messaging 2 Type TED <file name>.<extension>. Press
screens. However, to ensure a reliable ENTER .
connection, the ALT key is disabled while
3 Edit the file as needed. Press F7 to save
viewing the host computer’s DOS window.
changes and exit.
TED.EXE is an editing tool that does not Note “Special keyboard handling” is a
require function keys. This tool is located in field on the host computer that controls
the C:\VMAIL directory. To access the online whether the host computer recognizes a
Help for TED.EXE, type TED TED.DOC from function key when pressed on the remote
any directory on the host computer. computer while in the DOS window. This
field should always be set to “No.”

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Restarting the host computer

At times, you may need to restart the host


To restart a host computer from the support
computer during a Remote Maintenance
computer
session. For example, if the voice messaging
system is not answering calls, and no one is 1 Shut down the voice messaging system
at the site to restart the host computer, you and go to the host computer’s command
can use this procedure to bring the system prompt.
back on line.
2 Press ALT+LEFT SHIFT to access the
When you restart the host computer re- Remote Maintenance Main menu.
motely, the Remote Maintenance connec-
3 Press F8 to choose “Support Menu.”
tion is terminated. Wait about two minutes
for the voice messaging system to start 4 Press F3 to choose “Host Reboot.”
before reestablishing a connection.
5 Type Y and press ENTER to confirm. The
host computer restarts and the connec-
tion to the host computer is terminated.
6 Press F10 to exit.

REMOTE MAINTENANCE 175


Tracking Remote Maintenance sessions with
the billing log

You can track information about Remote Tip Since the billing log is a text file, you
Maintenance sessions by using the billing can import this file into a database, spread-
log feature. The billing log stores the sheet, or word processing program to
following information about each format or examine the data.
connection:
• Name and telephone number of the host Characteristics of the billing log file
computer
• It is a text file consisting of fixed-length
• Identification code of the person who records.
conducted the session
• Each record contains 10 fields that store
• Comments about the session information about a single Remote
Maintenance connection.
• The date the call occurred
• Each record is separated by a carriage
• The start time, end time, and elapsed
return.
time of the connection
• The file is stored in the C:\REMOTE
directory on the support computer.

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TRACKING REMOTE MAINTENANCE SESSIONS WITH THE BILLING LOG

Each record’s fields in the billing log file

Field Description
Operator ID Three alphanumeric characters that identify who conducted the
Remote Maintenance session.
Name The name of the host computer as it appears in the support
computer’s phone book entry for that host computer.
Description The field used to keep notes about the session. You can type up to 27
characters.
Telephone The host computer’s telephone number as it appears in the support
number computer’s phone book entry.
Direction of the The computer initiating the call. “ORIG” indicates that the support
connection computer made the call. “RCVD” indicates that the support computer
received a call from the host computer.
Date The date the call was made in MMDDYY format.
Day of week The weekday the call was made, where 1 = Monday, 2= Tuesday, and
so on.
Start time The time the connection was made.
End time The time the connection ended.
Elapsed time The total time of the Remote Maintenance connection.

REMOTE MAINTENANCE 177


TRACKING REMOTE MAINTENANCE SESSIONS WITH THE BILLING LOG

Overview
To turn on the billing log
This overview explains the general proce-
1 From the Main menu, press F8.
dure for tracking Remote Maintenance
sessions with the billing log. The following 2 Press F2 to select “Billing log.”
detailed procedures give specific instruc-
3 Type a name or use the default name
tions on how to use the billing log.
SESSION.LOG for the billing log file.
Then press ENTER.
1 Turn on the billing log.
While the billing log is on, a new record 4 Type a three-character operator ID.
is added to the billing log each time you
5 Make a connection with a host computer.
make a connection with a host computer.

2 Update the billing log file when you


disconnect with a host computer.
Each time you disconnect from a host
computer, you are prompted to update
the record that contains information
about that connection.

3 Turn off the billing log.

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TRACKING REMOTE MAINTENANCE SESSIONS WITH THE BILLING LOG

To update the billing log when you end a To turn off the billing log
connection
1 From the Main menu, press F8.
1 Press F6 to disconnect from the host
2 Press F2 to select “Billing log.”
computer.
3 When you see the message “Billing LOG
2 When prompted, update the “Operator
is Active! Turn it off[Y/N]?,” press Y.
ID,” “Name,” and “Description” fields as
needed.
Tip You can type comments about the
session in the “Description” field.

REMOTE MAINTENANCE 179


Using TOPTIONS

Remote Maintenance includes an additional


To check the TOPTIONS settings
program called TOPTIONS that gives your
computer the ability to emulate an asyn- 1 Make sure you are at the command
chronous terminal. The TOPTIONS program prompt in the directory used by the
lets you connect with mini- or mainframe remote software.
computers or bulletin board services (BBS).
2 Type TOPTIONS and press ENTER. The
Before using TOPTIONS, complete these Terminal Emulation Options screen
two tasks: appears.
• Check the TOPTIONS settings. 3 To select a field, type the corresponding
letter. For example, to change the
• Set up a phone book entry.
“Terminal Emulated” field, press A.
4 To change the entry, press the corre-
sponding letter.
5 Press F10 to save your changes and exit
to DOS.

See also
Configuring the support computer’s
phone book .............................................. 160

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USING TOPTIONS

To set up a TOPTIONS phone book entry To call a BBS or other computer by using
TOPTIONS
1 Access the Phone Book Entry screen.
1 Start Remote Maintenance if it is not
2 In the “Name” field, type the name of the
already running. Make sure you are at
BBS you want to connect to.
the command prompt in the directory
3 Complete the rest of the entry as usual. used by the Remote Maintenance
software.
4 Complete the COM Port section of the
screen. 2 Type RR and press ENTER.
5 Press T to select the “Term” field. 3 Press ALT+LEFT SHIFT to display the Main
menu.
6 Press T repeatedly to display VT100.
4 Press F2 to choose “Call Menu.”
7 Press F10 to save.
5 Highlight the phone book entry you set
up in the previous section.
6 Press F1 to start dialing. A box appears,
identifying both the host and the calling
parameters in use: COM port, baud rate,
and so on. Note the message “Dialing!”
that appears at the bottom of the screen.
7 Wait approximately 30 seconds for a
connection. Note the message “Connect
14,400” that appears at the bottom of the
screen.
8 Follow the directions presented from the
host computer.

REMOTE MAINTENANCE 181


USING TOPTIONS

The following procedures cover the most


To access the Terminal menu
commonly used functions available when
connected in a TOPTIONS session: During a connection by using TOPTIONS,
press ALT+M.
• Accessing the terminal menu
• Transferring files to another computer
To transfer files to the other computer from
• Transferring files to your computer yours

• Ending a connection 1 During the connection, complete any


steps needed to prepare the other
computer to receive the transfer.
2 Press ALT+M to access the Terminal
menu.
3 Press F1 to choose “Send XMODEM.”
4 In the box that appears, type the file
name and press ENTER. If the file
is not in the current directory, type a
full DOS path. For example, type
C:\VMAIL\REPLOG6.9. Then press
ENTER .

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USING TOPTIONS

To transfer files from the other computer to To disconnect from the other computer
yours
1 Press ALT+M to access the Terminal
1 During the connection, complete any menu.
steps needed to prepare the other
2 Press F6 to choose “Hang Up.”
computer to send.
2 Press ALT+M to access the Terminal
menu.
3 Press F2 to choose “Receive XMODEM.”
4 In the box that appears, type the file
name and press ENTER. If the computer
is not currently in the directory where
you want to save the file, type a full
DOS path. For example, type
C:\REMOTE\<new file name>. Then
press ENTER.
Note File transfer through TOPTIONS uses
the XMODEM protocol.

REMOTE MAINTENANCE 183


C H A P T E R • 12

The optional
Laptop Access
package

Laptop Access requirements ............................ 186

Configuring a phone book entry ...................... 187

Using Laptop Access ......................................... 188

THE OPTIONAL LAPTOP ACCESS PACKAGE 185


Laptop Access requirements

The optional Laptop Access package Before using the optional Laptop Access
provides a Remote Maintenance connection package, make sure you have the following
between a host computer and a support components ready.
computer through a serial cable instead
of through a modem. For host computers Laptop Access components
that do not have a keyboard, monitor, and
❑ A serial cable
mouse, Laptop Access can be used to install
VoiceMate and to accomplish some mainte- ❑ 9-to-25 pin adapters, as needed for the
nance tasks. Refer to Appendix B, “Console serial connection
access software” for a list of maintenance
❑ A Laptop Access disk with write-protect
functions you can accomplish with Laptop
tab closed
Access.
Requirements for the host computer
Laptop Access disk with write-protect ❑ One available serial port
tab closed
Requirements for the support computer
❑ One available serial port
❑ A VGA monitor
❑ A remote version of Remote Mainte-
nance 6.1j installed

See also
Console access software .......................... 309
Configuring a phone book entry ............. 187

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Configuring a phone book entry

Before initiating the connection, create a


Laptop Access phone book entry on the
support computer by using the following
procedure.

To configure a phone book entry for Laptop Access

1 At the command prompt, type RR. 8 Press PAGE DOWN.

2 Press ALT+LEFT SHIFT. 9 Then press P to select the number of the


COM port that is assigned to the serial
3 From the Main menu, press F2 to choose
port on the support computer.
“Call Menu.”
10 Press B to set the “Baud” field to 19,200.
4 Press F3 to choose “Phone Book Menu.”
11 Press M and select “Direct Connect” from
5 Press F1 to add a new phone book entry.
the list of modem types. Press ENTER.
6 In the “Name” field, type LAPTOP and
12 Press F10 to save your changes.
press ENTER.
7 In the “Login” and “Password” fields,
type the login and password for the host
computer. These two fields are case-
sensitive and must exactly match the
same fields in the default phone book
entry on the host computer.

THE OPTIONAL LAPTOP ACCESS PACKAGE 187


Using Laptop Access

You can perform the following tasks by


To start Laptop Access
using Laptop Access:
1 Plug one end of the serial cable into the
• View and update the host computer’s
serial port on the host computer and the
screens.
other end into the serial port on the
• Run the disk diagnostics to check the support computer.
integrity of the files.
2 Verify that the write-protect tab is closed
• Manage the files on the computer’s on the Laptop Access disk.
hard disk.
3 Insert the disk into the host computer’s
Note The host computer cannot answer drive A.
calls or take messages while you are using
4 Press the reset button on the host
Laptop Access. Forward all calls to the
computer.
operator or use Laptop Access when there
is no call traffic on the voice messaging 5 Wait for a beep that is immediately
system. followed by the cessation of disk activity
in drive A. This takes about two minutes.
6 When you hear the beep, load Remote
Maintenance on the support computer by
typing RR at the command prompt C:\.
7 Press ALT+LEFT SHIFT to access the Main
menu.
8 From the Main menu, press F2.
9 Select the phone book entry you set up for
Laptop Access and press F1.
10 Choose an option from the Direct Con-
nect menu.

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USING LAPTOP ACCESS

To view and update the host computer’s voice To run the disk diagnostics
messaging screens
1 From the Direct Connect menu, choose
1 From the Direct Connect menu, choose the option for the type of disk diagnos-
“Start voice mail with Direct Connect.” tics you want to run.
2 The host computer restarts and discon- 2 Follow the on-screen prompts.
nects from the support computer.
3 At the Main menu on the support To manage files on the host computer’s hard
computer, press F6 to release the serial disk
connection.
1 From the Direct Connect menu, choose
4 Wait two minutes while the voice “Go to DOS prompt.”
messaging system restarts. The host
2 Use DOS commands to view, modify,
computer beeps once to signal that it is
copy, move, or delete files.
ready to be reconnected with the sup-
port computer.
To end a Laptop Access session
5 When you hear the beep, press ALT+LEFT
SHIFT to access the Remote Maintenance 1 At the command prompt C:\, type
Main menu. DCMENU and press ENTER.
6 From the Main menu, press F2. 2 Choose “End Direct Connect” from the
Direct Connect menu.
7 Select the Laptop Access phone book
entry and press F1. 3 Remove the Laptop Access disk from
drive A.
8 The host computer’s screen appears on
the support computer’s monitor. 4 Press the reset button on the host
computer.
Note If a host computer is not restarted
at the end of a Laptop Access session, the
modem is not able to answer a Remote
Maintenance call.

THE OPTIONAL LAPTOP ACCESS PACKAGE 189


C H A P T E R • 13

The optional
Network Access
package

Network Access overview ................................. 192

Accessing the console from an Internet


browser ............................................................... 193

THE OPTIONAL NETWORK ACCESS PACKAGE 191


Network Access overview

The optional Network Access package


enables you to use an Internet browser,
such as Netscape or Internet Explorer, to
access the voice messaging console from a
separate computer. With Network Access,
you can accomplish the following tasks:
• View the voice messaging console
• Maintain mailboxes
• View the Call log and other reports

See also
Console access software .......................... 309

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Accessing the console from an Internet browser

The screen saver on the voice messaging Tip You can view two or more voice
computer must be activated before you messaging screens at the same time. For
can access the console from an Internet example, you can view an online Help topic
browser. Press ALT+X on the voice messaging and the screen it explains. To view two
system’s keyboard to activate the screen screens simultaneously in Netscape Naviga-
saver. tor, choose “New web browser” on the File
Menu. In Internet Explorer, choose “New
window” on the File Menu.
To access the voice messaging console from an
Internet browser
Notes
1 On a separate computer, start an Internet
browser, such as Netscape Navigator or • Choose the “Save” button to apply
Internet Explorer. changes to the system. Auto-Apply only
operates when making changes at the
2 At the browser’s location or address line,
voice messaging computer’s console.
type the IP address in the following
format: • To move to different voice messaging
screens by using an Internet browser,
http://XXX.XXX.XXX.XXX
use the hot spots provided on the
3 When prompted, type the Personal ID screens. Shortcut keys (for example,
and security code of a subscriber with ALT+A) can only be used at the voice
system manager status, or type the messaging computer’s console.
default system manager ID, SANDY.
• When viewing the console with a
browser, the voice messaging system’s
Banner screen displays two options:
“Console access” and “Activity reports.”
Choose “Console access” to go to the
Screen menu. Choose “Activity reports”
to go to the Reports screen. Real-time
port status can only be viewed at the
voice messaging computer’s console.

See also
Troubleshooting Network Access ............ 278

THE OPTIONAL NETWORK ACCESS PACKAGE 193


C H A P T E R • 14

Setting up the
Hospitality
package

The Hospitality package provides a voice Customizing general Hospitality settings ........ 196
messaging service for hotel guests. This chapter
Configuring default hotel guest settings ......... 200
contains worksheets to use when you meet with
the hotel’s system manager to plan the Hospital- Adding hotel guest mailboxes ......................... 206
ity configuration process.
Building a hotel information service ................ 207

Installing the Multilingual Guest


Conversation package ...................................... 208

SETTING UP THE HOSPITALITY PACKAGE 195


Customizing general Hospitality settings

Customization of the Hospitality package


begins at the Hospitality Settings screen.
This screen is divided into three sections:
System, Hotel Guest Conversation, and
Wake-Up Call. Use these worksheets to
guide the hotel’s system manager through
the decision-making process for Hospitality
options.

System options
Field name Description Your setting
Tall Hotel feature on Select Tall Hotel if your site has more than On
nine guest floors, or uses a guest room Off
numbering system that duplicates the first
digits of guest room numbers.
Second delay If Tall Hotel is selected, indicate the number
of seconds that the system waits for addi-
tional digits during ID collection. The
default is two seconds.
Hotel Guest Enable use of the Hotel Guest Directory by
Directory ID setting this ID. If the Hotel Guest Directory
is used, configure the opening greeting to
allow callers access to the directory.

See also
Chapter 6, Fundamental
system features ........................................... 51
Chapter 8, Setting up the
basic application ........................................ 73

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CUSTOMIZING GENERAL HOSPITALITY SETTINGS

System options
Field name Description Your setting
Auto transfer to When there is only one guest name that On
extension when only matches the name entered by an external Off
one match caller, automatically transfer the caller to
the guest’s extension.
Code for resetting Choose the code used to reset a hotel
hotel guest message guest’s voice mailbox for the next guest.
boxes The default code is 636.
Code for transfer- Choose the code used to transfer former
ring hotel guests hotel guests to a message storage box,
after checkout where they can review any unheard mes-
sages after checkout. The default code is
654.
Store checked-out Determine how long the system will store
guest messages checked-out guest messages. The default is
three days.

SETTING UP THE HOSPITALITY PACKAGE 197


CUSTOMIZING GENERAL HOSPITALITY SETTINGS

Hotel Guest Conversation options


Field name Description Your setting
After message Choose a system ID to automatically route
retrieval, route to ID hotel guests to a transaction box after they
have retrieved their messages.
Allow language Allow guests to choose a language from the On
choice purchased Multilingual Guest Conversation Off
options.
Callers hear guest If “Allow language choice” is selected, allow On
language external callers to hear the guest’s chosen Off
language.
Allow spelled name Allow guests to change the spelling of their On
changes name in the Hotel Guest Directory. Off

Automatic security Allow the system to automatically assign On


code assignment security codes to hotel guests. This field is Off
only applicable to PMS integrations that
offer security code assignment.
Security code length If “Automatic security code assignment” is
selected, determine the length of hotel guest
security codes. Four digits is the default
setting.

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CUSTOMIZING GENERAL HOSPITALITY SETTINGS

Wake-Up Call options


Field name Description Your setting
Wake-Up Call Allow guests to set their own Wake-Up Calls. On
feature on Off
Greeting adminis- Determine the system ID to administer the
tration ID wake-up call greeting.
Greeting Record a custom wake-up call greeting, or
use the default greeting. The greeting must
be at least two seconds in length.
Rings Set the number of times a guest telephone
rings for wake-up calls. Ensure that this
number is less than the number of rings
that the telephone system waits before
forwarding a call to voice mail. This pre-
vents unanswered wake-up calls from
forwarding to the guest’s mailbox.
Retries Determine the maximum number of wake-
up call retry attempts.
Minute intervals Set the time delay between an unanswered
wake-up call and a subsequent retry
attempt.
ID to notify for Select the ID for unanswered final wake-up
unanswered wake- call retry notification. This message box
up calls should only receive wake-up call
notifications.

SETTING UP THE HOSPITALITY PACKAGE 199


Configuring default hotel guest settings

After decisions have been made about the


overall use of the Hospitality package, the
Default Hotel Guest Summary screen can
be configured. This screen, and additional
detail screens, determine the initial settings
for each hotel guest. The four categories of
default hotel guest information are: Default
Hotel Guest, Call Handling, Action after
Greeting, and Notification and Delivery.
Use these worksheets to guide the hotel’s
system manager through the decision-
making process for these hotel guest
settings.

Default hotel guest options


Field name Description Your setting
Default guest ID Define the convention that the system uses
to create each hotel guest’s unique personal
ID. The default setting is 8.
Action Select the action the system will take after
the greeting.
Route to ID If the action after the greeting is “Route to
ID,” choose an ID to receive the call.

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CONFIGURING DEFAULT HOTEL GUEST SETTINGS

Default hotel guest options


Field name Description Your setting
Store saved Determine how long the system will store a
messages hotel guest’s saved messages. The default is
two days.
Use message lamp Allow use of the message waiting indicator On
for hotel guest telephones. Off
Current lamp status Set the current message waiting indicator On
status. Off
First-time enroll- Allow hotel guests to hear the system On
ment enrollment conversation. Off
Allow security code Allow hotel guests to set and change their On
changes security code. Off
Allow personal Allow hotel guests to record and change On
greeting changes their personal greeting. Off
In Hotel Guest Set the default guest inclusion status in the On
Directory Hotel Guest Directory. Off

SETTING UP THE HOSPITALITY PACKAGE 201


CONFIGURING DEFAULT HOTEL GUEST SETTINGS

Call handling options


On the Default Hotel Guest Call Handling
Screen, you can set these options:

Field name Description Your setting


Transfer calls Allow transfer of calls to hotel guests. On
Off
To If calls are not transferred by the system to
the guest, determine the telephone exten-
sion to receive transferred calls.
Transfer type Select the transfer type. The default setting
is “Await answer.”
Rings Rings is used differently by the system,
depending on the “Transfer type” selected:
• “Release” – leave this field blank.
• “Wait for ringback” – the call will be re-
leased after the number of rings specified.
• “Await answer.” – the call will be recalled
after the number of rings specified, and the
caller will be advised that the guest is not
available.
Ensure that “Rings” is less than the number of
rings that the telephone system waits before
forwarding a call to voice mail. This prevents
unanswered calls from forwarding directly to
the guest’s mailbox.

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CONFIGURING DEFAULT HOTEL GUEST SETTINGS

Tall Hotel Integration option


If “Tall Hotel feature on” has been selected
on the Hospitality Settings screen, a specific
integration option string may be entered on
the Telephone System Setup screen:

Field name Description Your setting


Integration option This option enables the telephone system TIA,,,
string to differentiate between similar extension
numbers of different lengths (for example,
110 and 1102.) This setting is required for
Mitel and AT&T telephone sysetems when
the Tall Hotel feature is turned on, and it
may be used with other telephone systems
if needed.

SETTING UP THE HOSPITALITY PACKAGE 203


CONFIGURING DEFAULT HOTEL GUEST SETTINGS

Action after greeting options


On the Default Hotel Guest Action After
Greeting screen, you can set the following
options:

Field name Description Your setting


Action after greeting Select the action the system performs after
the caller hears the guest’s greeting.
(Action after If “Action after greeting” is set to “Route to
greeting) Route ID,” enter the system ID to receive the call.
to ID
Action after message Select the action the system performs after a
caller leaves a message for a guest.

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CONFIGURING DEFAULT HOTEL GUEST SETTINGS

Field name Description Your setting


(Action after If “Action after message” is set to “Route to
message) Route ID,” enter the system ID to receive the call.
to ID
Caller can edit/ Determine if external callers can edit and On
review message review their messages after recording. Off
Maximum message Choose the maximum guest message
length length. The default is 90 seconds.
Days to save old Determine the number of days the system
messages saves guest messages that have been
listened to, but not archived. The default is
zero.
Days to save Determine the number of days the system
archived messages saves guest messages that have been
archived. The default is two days.

SETTING UP THE HOSPITALITY PACKAGE 205


Adding hotel guest mailboxes

The hotel guest mailboxes you create are


To add hotel guest voice mailboxes
affected by the options set on the Default
Hotel Guest Summary screen. Before adding 1 On the Screen menu, choose Default
mailboxes, verify that the default guest ID Hotel Guest.
and access options are set correctly.
2 Select the “Add” button.
Note The optional PMS Integration pack-
3 On the Add Hotel Guests screen, follow
age automatically creates a hotel guest
the on-screen instructions to add hotel
voice mailbox at check-in. Do not follow
guests.
this procedure if you are using the optional
PMS Integration package.

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Building a hotel information service

The system manager may want to provide The building block of an information
hotel guests with a hotel information service is the transaction box. Transaction
service. This service consists of menus and boxes let you design and build information
announcements that provide hotel guests services that can offer:
with helpful information by telephone.
• Regularly updated announcements
• One-key dialing to external businesses
• Recorded interview questions that
collect information from callers

See also
System Manager Guide: Using the Hospitality
Feature

SETTING UP THE HOSPITALITY PACKAGE 207


Installing the Multilingual Guest
Conversation package

The optional Multilingual Guest Conversa-


A To verify disk space
tion package offers hotel guests a choice of
languages for the system conversation. Each language requires 1.5 MB of free disk
These steps provide the procedures for space (10 minutes of recording time). For
installing the Multilingual Guest Conversa- example, if you are installing three lan-
tion package. If you are installing a new guages, you need 30 minutes of available
VoiceMate, perform step C only. For all recording time.
other installations, follow the complete
1 Go to the Banner screen at the local
procedure.
console.
2 Verify that the “Available” field displays
at least 10 minutes for each language
you plan to install.

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INSTALLING THE MULTILINGUAL GUEST CONVERSATION PACKAGE

B To install the Multilingual Guest C To activate the Multilingual Guest


Conversation package Conversation package

Install each additional language in the 1 Go to the Screen menu and choose
order that you want the system to offer “Prompt sets.”
the language choices to hotel guests. The
2 Choose “Select language” and verify that
original system language is always offered
each language you installed is listed.
first.
3 Go to the Hospitality Settings screen.
1 Go to the C:\VMAIL directory.
4 Select “Allow language choice.”
2 Insert the HVM Prompt Disk 1 into
drive A. 5 Select “Callers hear guest language,” if
desired.
3 Type A:INSTALL
4 Follow the on-screen prompts.
5 When the process is complete, press
CTRL+ALT+DELETE to restart the voice
messaging system.

SETTING UP THE HOSPITALITY PACKAGE 209


C H A P T E R • 15

Installing the
optional PMS
Integration
package

Using this chapter .............................................. 212 Connecting the systems: PMS Integration
with Hitachi/WelCOMM telephone system ..... 226
Verifying PMS requirements and features ....... 213
Hitachi/WelCOMM: Setting up the voice
Verifying serial port requirements .................... 214 messaging system .............................................. 228

Identifying settings for the software Setting up hotel guest security codes ............. 229
installation ........................................................... 216
Testing integration features .............................. 230
Connecting the systems: PMS
Integration only .................................................. 220

Connecting the systems: PMS Integration


with serial telephone integration ...................... 222

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 211


Using this chapter

As you follow the instructions for overall You will not use all the topics in this chapter.
installation, updating, or enhancement The topics that you refer to depend on:
inthe first five chapters of the Technician’s
• The type of installation you are doing
Guide, you will be led to additional topics in
(kit, VoiceMate, update, or enhance-
this chapter to complete the steps required
ment).
to install the optional PMS Integration
package. • Whether the voice messaging system
uses a serial telephone system
integration.
• Whether the voice messaging system is
integrated with a Hitachi telephone
system that has the WelCOMM package
installed on it.
For additional information about how the
optional PMS Integration package affects
the overall installation steps, refer to “Using
this guide” in Chapter 1.

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Verifying PMS requirements and features

The property management system Available integration features


(PMS) must meet certain requirements to
The optional PMS Integration package
integrate successfully with the voice mes-
offers a wide variety of integration features.
saging system. Verify the following before
Only those features supported by your PMS
continuing with the integration:
will be available after you install the
optional package.
PMS requirements
Note Property management system
❑ The brand of PMS must be supported by
vendors frequently change system features.
the optional PMS Integration package.
While every effort is made to ensure accu-
Contact your Active Voice representative
racy and completeness in the information
if you have questions about this require-
about available PMS features, we do not
ment.
assume responsibility for any errors or
❑ The PMS must have a voice message omissions in this documentation. For the
interface installed. Contact your PMS most current information, contact your
manufacturer if you have questions Active Voice representative.
about this requirement.

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 213


Verifying serial port requirements

The optional PMS Integration package If the voice messaging system uses a
requires one available serial port on the serial mouse
voice messaging computer. If the voice
If your system currently uses a serial
messaging system’s serial ports are already
mouse, you can install a bus mouse and
used by a serial mouse or a serial telephone
make the serial port available for the
integration, you must make a serial port
optional PMS Integration package. You can
available by installing a bus mouse or
purchase an approved bus mouse from
adding a multiport serial board.
Active Voice.
Note Before installing a bus mouse or
multiport serial card, refer to Appendix A,
If the voice messaging system includes
“Hardware IRQ and base address settings”
a serial telephone system integration
to verify that the IRQ settings are correct for
all hardware devices used on the voice If the voice messaging system includes both
messaging system. a serial telephone integration and a prop-
erty management system integration, you
must install a multiport serial board so the
computer has an available serial port for
each integration.
You can purchase an approved multiport
serial board from Active Voice, or from
another source. Follow the instructions in
Appendix C, “Hardware documentation,” to
install a board purchased from Active Voice.
Otherwise, refer to the following tasks to
install the board.

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VERIFYING SERIAL PORT REQUIREMENTS

Note Active Voice cannot guarantee Tasks to complete if the multiport serial
successful communications between the board is not purchased from Active
PMS and the voice messaging system if you Voice
use a multiport serial board that is not
❑ Verify that the board has 16550 UART
purchased from Active Voice. The vendor is
support.
responsible for troubleshooting and
configuring any hardware not purchased ❑ Set one port on the board to IRQ11, base
from or approved by Active Voice. address 120 (hexadecimal). This port
will be referred to as COM11 throughout
this guide.
❑ Disable additional ports on the board.
❑ Install the board into an expansion slot
on the voice messaging computer.

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 215


Identifying settings for the software installation

You will be prompted to specify system PMS serial port


settings when you install the optional PMS
Record the serial port used for the PMS
Integration software. Determine what these
Integration. The serial port you use de-
settings are and record them on the PMS
pends on whether you are also using a
Integration Worksheet before installing the
serial telephone integration.
software.
• Select COM1 if the voice messaging
system has no serial telephone
integration.
• Select COM11 if the voice messaging
system has a serial telephone
integration.

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IDENTIFYING SETTINGS FOR THE SOFTWARE INSTALLATION

Four PMS communication parameters The PMS used in the integration


If you are not using the Hitachi/WelCOMM Record the name of the PMS used in the
package, select the settings for 1. baud rate, integration.
2. parity, 3. data bits, and 4. stop bits used by
the PMS. Contact the PMS representative for
this information.
If you are using the Hitachi/WelCOMM
package, select the settings for the baud
rate, parity, data bits, and stop bits used by
the Hitachi telephone system. Refer to the
Hitachi documentation or contact the
Hitachi representative for this information.

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 217


IDENTIFYING SETTINGS FOR THE SOFTWARE INSTALLATION

PMS Integration Installation Worksheet

PMS serial port


Choose the serial port for the integration:
❑ COM1. Use COM 1 if the voice messaging system has no serial telephone integration
❑ COM11. Use COM11 if the voice messaging system has a serial telephone integration

Four PMS communication parameters


Choose the settings used by the PMS. If you are using the Hitachi/WelCOMM package, select
the settings used by the Hitachi telephone system.

Baud rate Parity Data bits Stop bits


❑ 300 ❑ None ❑7 ❑0
❑ 1200 ❑ Even ❑8 ❑1
❑ 2400 ❑ Odd ❑2
❑ 9600

The PMS used in the integration

Write the name of the PMS. If you are using the Hitachi/WelCOMM package, write Hitachi.

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IDENTIFYING SETTINGS FOR THE SOFTWARE INSTALLATION

Where settings are stored


The settings you specify during the software
installation are stored in the files and
directories described in the following table.
If you need to change these settings after
the software installation, refer to “Resolving
communication parameters problems for a
PMS Integration,” in Chapter 19.

File name Directory Settings the file contains


SBPMS.INI C:\VMAIL The baud rate, parity, data bits, and stop
bits used by the PMS (or the Hitachi
telephone system, if you are using the
Hitachi/WelCOMM package).
PMS.INI C:\VMAIL The name of the PMS used (also called
the PMS protocol).

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 219


Connecting the systems: PMS Integration only

This topic describes how to connect the Hardware components included with
PMS with the voice messaging system optional PMS Integration package
through a serial link when you are not using
• RS-232 serial link cable
a serial telephone system integration or the
Hitachi/WelCOMM package. • 25-to-9 pin adapters
• Null modem adapter
• Loopback tester (used to test the serial
connection)
Depending on how the PMS is wired, you
may need a null modem adapter on the RS-
232 serial link cable.

Wiring information for the RS-232 serial cable

9-Pin Connection 25-Pin Connection

Pin Function Pin Function


2 Receive 2 Transmit
3 Transmit 3 Receive
5 Signal ground 7 Signal ground

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CONNECTING THE SYSTEMS: PMS INTEGRATION ONLY

To connect the voice messaging system with


the PMS

1 Plug one end of the RS-232 serial link


cable into the serial port (COM1) on the
voice messaging computer. Use the
screws on the cable to secure the serial
link.
2 Plug the other end of the RS-232 serial
link cable into the serial port on the
PMS. Use the screws on the cable to
secure the serial link.

Connecting the voice messaging system and the PMS

Property Management System (PMS) Voice Messaging System

RS-232 Serial Link

Null Modem Adapter (may be needed for


some property management systems)

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 221


Connecting the systems: PMS Integration with
serial telephone integration

This topic describes how to connect the Hardware components included with
voice messaging computer with the PMS optional PMS Integration package
when the voice messaging system also
• RS-232 serial link cable
supports a serial telephone integration.
• 25-to-9 pin adapters
• Null modem adapter
• Loopback tester (used to test the serial
connection)
Depending on how the PMS is wired, you
may need a null modem adapter on the RS-
232 serial link cable.

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CONNECTING THE SYSTEMS: PMS INTEGRATION WITH SERIAL TELEPHONE INTEGRATION

Wiring information for the RS-232 serial cable


9-Pin Connection 25-Pin Connection
Pin Function Pin Function
2 Receive 2 Transmit
3 Transmit 3 Receive
5 Signal ground 7 Signal ground

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 223


CONNECTING THE SYSTEMS: PMS INTEGRATION WITH SERIAL TELEPHONE INTEGRATION

Note When connecting the telephone


To connect the voice messaging system and
system and the voice messaging system, do
the PMS
not plug the link from the telephone system
1 On the voice messaging computer, plug into the voice messaging system’s multiport
one end of the RS-232 serial link cable serial board. Refer to the Telephone System
into the correct serial port (COM11) on Integration Guide for instructions on con-
the multiport serial board. Use the necting the telephone system and the voice
screws on the cable to secure the serial messaging system.
link.
2 Plug the other end of the same RS-232
serial link cable into the serial port on
the PMS. Use the screws on the cable to
secure the serial link.

Connecting the serial link to COM11 on an Active Voice multiport serial board

A
B

A COM11
B Multiport serial board

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CONNECTING THE SYSTEMS: PMS INTEGRATION WITH SERIAL TELEPHONE INTEGRATION

Connecting a voice messaging system with a PMS and a telephone system

Property Management System (PMS) Voice Messaging System

Adapter (if needed)

RS-232 Serial Link


Connect to COM11 on the multiport
serial board

Data Link RS-232 Serial Link


(on some systems) Connect to COM 1 on the
voice messaging system

Telephone System

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 225


Connecting the systems: PMS Integration with
Hitachi/WelCOMM telephone system

This topic describes how to connect the Hardware components included with
voice messaging computer with a Hitachi optional PMS Integration package
telephone system that has the WelCOMM
• RS-232 serial link cable
software installed on it.
• 25-to-9 pin adapters
Before connecting the two systems,
• Null modem adapter
verify the following
• Loopback tester (used to test the serial
❑ The Hitachi telephone system has the
connection)
WelCOMM software installed.
Depending on how the PMS is wired, you
❑ Message integrity is disabled on the
may need a null modem adapter on the RS-
Hitachi telephone system.
232 serial link cable.
❑ The PMS and the Hitachi/WelCOMM
telephone system are connected.

Wiring information for the RS-232 serial cable

9 Pin Connection 25 Pin Connection


Pin Function Pin Function
2 Receive 2 Transmit
3 Transmit 3 Receive
5 Signal ground 7 Signal ground

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CONNECTING THE SYSTEMS: PMS INTEGRATION WITH HITACHI/WELCOMM TELEPHONE SYSTEM

To connect the voice messaging system with the Hitachi/WelCOMM telephone system

1 Plug one end of the RS-232 serial link 2 Plug the other end of the RS-232 serial
cable into the serial port (COM1) on the link into the serial port on the Hitachi
voice messaging computer. Use the labeled Data I/O. Use the screws on the
screws on the cable to secure the serial cable to secure the serial link.
link.

Connecting the voice messaging system and the Hitachi/WelCOMM telephone


system

Voice Messaging System Property Management System

Hitachi Telephone
Telephone
System with WelCOMM
Package installed

RS-232 Serial Link RS-232 Serial Link

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 227


Hitachi/WelCOMM: Setting up the voice
messaging system

If you are using a Hitachi telephone system


To set up the voice messaging system
that has the WelCOMM software installed on
it, you must set up the voice messaging 1 Sign in to the voice messaging system.
system to communicate with the Hitachi
2 On the Screen menu, choose “Telephone
system.
System Setup.”
3 Choose the “Select telephone system”
button. When prompted, type HIT for the
first three letters of the telephone
system.
4 Choose “Hitachi5000 W/PMS.”
5 When asked if you would like to initial-
ize all parameters, choose “Yes.”
6 Verify that “Hitachi 5000 W/PMS” dis-
plays in the top third of the Telephone
System Setup>System Integration
screen.

Verifying that the voice messaging system is set up to communicate with the
Hitachi

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Setting up hotel guest security codes

With the optional PMS Integration package Security code length


installed, the voice messaging system offers
If security codes are used, confirm the
two basic methods for assigning security
“Security code length” on the Hospitality
codes:
Settings screen.
• The PMS automatically assigns a secu-
rity code.
• The hotel guest assigns a security code.
Use the following table to configure these
options.

Selecting security code options

Methods for assigning security Hospitality Settings Default Hotel Guest


codes screen screen
The PMS automatically assigns a Allow security codes Automatic security
security code, and the hotel guest code assignment
can change the security code.
The PMS automatically assigns a Allow security codes Automatic security
security code, and the hotel guest code assignment
cannot change the security code.
A security code is not automati- Allow security codes Automatic security
cally assigned, but the hotel code assignment
guest can set a security code.
No security codes are allowed. Allow security codes Automatic security
code assignment

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 229


Testing integration features

After installing and setting up the optional Test requirements


PMS Integration package, verify that the
❑ Access to the voice messaging system
integration features are functioning cor-
console
rectly. Use the following procedures to test
the most common integration features. ❑ A hotel guest telephone that has a
message waiting indicator (needed only
Perform tests only for integration features
if testing message waiting indication)
that your PMS supports.
Note It may take several minutes for the
serial link to transmit data between the PMS
and the voice messaging system. If the
information you are trying to verify does
not appear on the voice messaging screens,
wait a few minutes and try verifying the
information again.

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TESTING INTEGRATION FEATURES

To test automatic guest messaging setup at To test text message notification (if the PMS
check-in offers this feature)

1 Check in a test guest at the PMS console. 1 At the PMS console, indicate that a text
message has arrived for the test guest.
2 Go to the voice messaging system
console and sign in. 2 Go to the voice messaging system
console and sign in.
3 On the Screen menu under Hospitality,
choose “Hotel Guests.” 3 On the Screen menu under Hospitality,
choose “Hotel Guests.”
4 On the Select Hotel Guest screen, choose
the extension of the test guest’s room. 4 On the Select Hotel Guest screen, choose
the extension of the test guest’s room.
5 Verify the Hotel Guest Summary screen
settings for the test guest. 5 Verify that the words “Text Message
Waiting” display in the upper-right
corner of the test guest’s Hotel Guest
Summary screen.
6 Dial the voice messaging system to
check messages as if you were the test
guest.
7 Verify that you hear one of the following
prompts during message retrieval:
There is a message waiting for you at the
front desk, and in your voice mailbox…
Or:
There is a message waiting for you at the
front desk, but you currently have no
voice mail messages.

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 231


TESTING INTEGRATION FEATURES

To test message waiting indication (if the PMS offers this feature)

1 Dial the hotel’s main telephone number 6 On the Select Hotel Guest screen, choose
as if you were an external caller. the extension of the test guest’s room.
2 Depending on how the hotel’s voice 7 On the upper-right corner of the test
messaging system is set up to answer guest’s Hotel Guest Summary screen,
external calls, either dial the test guest’s verify that the “New messages” field
extension or ask the operator to connect displays a value greater than 0 and that
you to the test guest’s extension. the value after the equal sign is greater
than 0:00.
3 When you reach the test guest’s voice
mailbox, leave a message that is at least 8 On the same screen, verify that “On” is
five seconds long. selected for the “Current lamp status.”
4 Go to the voice messaging system 9 Go to the test guest’s hotel room and
console and sign in. verify that the telephone’s message
indicator is activated.
5 On the Screen menu under Hospitality,
choose “Hotel Guests.”

See also
Troubleshooting the PMS Integration .... 282
Resolving communication parameters
problems for a PMS Integration .............. 288

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TESTING INTEGRATION FEATURES

To test automatic guest checkout

1 At the PMS console, check out the test 5 On the test guest’s Hotel Guest Summary
guest according to the PMS screen, verify that the “Personal ID” field
manufacturer’s instructions. displays the following string of charac-
ters:
2 Go to the voice messaging system
console and sign in. * <Default Guest ID> <extension number>
<day of checkout on the PMS>
3 On the Screen menu under Hospitality,
choose “Hotel Guests.” For example, for a hotel guest with
extension 245 who checked out on
4 On the Select Hotel Guest screen, choose
December 10th, the “Personal ID” field
the extension of the test guest’s room.
would contain *824510 (assuming the
Default Guest ID is 8).
6 On the test guest’s Hotel Guest Summary
screen, verify that the “Extension ID”
field displays an asterisk (*) followed by
the extension number.

INSTALLING THE OPTIONAL PMS INTEGRATION PACKAGE 233


C H A P T E R • 16

Setting up the
optional Active
Fax package

The optional Active Fax package provides two Setting up the fax ports ..................................... 236
voice messaging features: fax mail and fax-on-
demand. Configuring general fax delivery options ........ 238
Fax mail enables callers to send a fax directly
Changing the retry fax delivery pattern ........... 240
to a subscriber’s fax box. Subscribers can
direct the fax mail to a fax machine at their
Restricting the dialing area for
convenience.
fax-on-demand ................................................... 242
Fax-on-demand enables callers to request
delivery of documents directly to their fax Adding and setting up personal fax boxes ...... 244
machine. Callers select the document from
a fax library that is created by the system Setting up fax mail notification
manager. Subscribers can also use the fax and delivery ........................................................ 246
library to send documents to customers and
business contacts.

SETTING UP THE OPTIONAL ACTIVE FAX PACKAGE 235


Setting up the fax ports

You must fill in the Fax Port Settings screen Filling in the Fax Port Settings screen
so the fax ports can communicate with the for each fax port
telephone system and perform one or more
of the following functions: Station Number
Type the telephone system extension
• Deliver a fax from the fax library or
number that is connected to the fax port.
personal fax box to a fax machine
• Receive incoming fax mail Status
Choose a fax port status setting from the
• Accept documents that are being submit-
list.
ted to the fax library

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SETTING UP THE FAX PORTS

Available settings for “Status”


Status Description
Send faxes The fax port is used only to deliver fax mail or fax-on-
demand faxes to a fax machine.
Receive faxes The fax port is used only to accept incoming faxes for fax
mail.
Send and receive faxes The fax port is used to accept incoming faxes for fax
mail. If no faxes are coming in, the port becomes
available for delivering fax mail or fax-on-demand faxes
to a fax machine.
Fax library submission The fax port is used only to accept document submis-
sions for the fax library for the fax-on-demand feature.
Use this setting only when faxing documents for submis-
sion to the fax library. Immediately change “Status” to one
of the other settings when you have completed faxing
your document submissions.

Tips
◆ If you are using both the fax mail and
fax-on-demand features, and have only
one fax port, you must set that port’s
status to “Send and receive faxes.”
◆ If you want to ensure that fax-on-
demand faxes are delivered promptly,
dedicate one port to the “Send” status
setting.

SETTING UP THE OPTIONAL ACTIVE FAX PACKAGE 237


Configuring general fax delivery options

There are two types of fax delivery. Options you can change on the Fax
Delivery Setup screen
Fax mail delivery
You can define the general settings for both
The voice messaging system delivers a
types of fax delivery on the Fax Delivery
subscriber’s fax mail to a fax machine.
Setup screen, including:
The fax telephone number is specified
on the subscriber’s Fax Handling screen • The information that appears on the top
or in the conversation. of a faxed page
• The parameters controlling how the fax
Fax-on-demand delivery
board communicates with the telephone
The system delivers a fax from the fax
system
library to a fax machine. The caller
specifies the fax telephone number. • The page limit for fax mail and fax-on-
demand deliveries
• The limit on the number of documents
that can be requested from the fax
library

See also
Changing the retry fax delivery
pattern ....................................................... 240
Restricting the dialing area for
fax-on-demand ........................................ 242

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CONFIGURING GENERAL FAX DELIVERY OPTIONS

Fax Delivery Setup screen

E
A
B F
C
D

A The text or numbers that appear at the D The number of seconds the fax board
top of every fax delivered to a fax waits for a fax tone (Digital Information
machine. Usually you type the telephone Signal) after dialing out.
number that callers dial to send a fax to
E The maximum number of documents a
your system.
caller may request from the fax library
B The check box that determines whether on a single call. The recommended
information other than what is specified value is three to five.
in the “Send Station ID” field appears at
F The maximum number of pages the
the top of every fax the system delivers.
system will deliver at one time for fax
Select this check box if you want addi-
mail or fax-on-demand (excluding the
tional information, such as date and
cover sheet). For example, if a fax mail
time sent, to print at the top of the fax.
document consists of 30 pages, and this
C The sequence of digits required for the field is set to ten, the document will be
fax ports to access an external telephone delivered to the fax machine in three
line (for example, 9). Do not type a batches consisting of ten pages each.
semicolon (;) in this field, because it
interferes with the process of dialing fax
telephone numbers. Use commas (,) to
insert pauses.

SETTING UP THE OPTIONAL ACTIVE FAX PACKAGE 239


Changing the retry fax delivery pattern

If the voice messaging system dials a fax Adjust these three fields to change how
machine that is busy or unavailable, it the system performs retry attempts
makes several attempts to resend the fax
before quitting and logging an error mes- Maximum number of repeated attempts
sage. The pattern the system uses to attempt per set
resending a fax is defined by three fields on The number of times the system repeat-
the Fax Delivery Setup screen. edly attempts to deliver the fax before it
pauses. A set is one group of non-
The default settings for these three fields
interrupted attempts. For example, if this
should work for your system. However, you
field setting is three, the system dials the
may need to adjust the settings in certain
fax machine three times in a row without
situations. For example, if the system
pausing.
delivers a high volume of fax mail to only
one fax machine, you may want to increase
Delay between each set of immediate
the number of sets (a group of uninter-
attempts
rupted attempts) the system performs
Number of minutes the system pauses
before quitting.
between each set of noninterrupted
attempts before it tries again to deliver
the fax.

Number of sets before quitting


Number of sets the system dials before
quitting and logging an error message.

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CHANGING THE RETRY FAX DELIVERY PATTERN

The default retry strategy that the system uses when a fax machine is busy or out
of paper.

Fax System dials the number


If busy, system redials
immediately

If still busy, system


waits 3 minutes

System dials the number Three


If busy, system redials grouped
immediately attempts

If still busy, system


waits 3 minutes

If requested fax mail,


System dials the number
system sends error
If busy, system redials
message to
immediately
subscriber’s fax box.
Subscriber can choose
to resend fax mail until
the error message If still busy, system
becomes old stops redialing

If fax on demand, system


sends error message to
Call Log

SETTING UP THE OPTIONAL ACTIVE FAX PACKAGE 241


Restricting the dialing area for fax-on-demand

To control long-distance charges, you can Requirements


limit fax-on-demand deliveries to local or
To use North American SmartDialing, the
restricted long-distance numbers within the
voice messaging system must be:
United States or Canada. You do this by
using the North American SmartDialing • Located within the United States or
feature. Canada.
With North American SmartDialing, you • Delivering fax-on-demand faxes only
must specify your local area code and local within the United States or Canada.
exchanges. Then you configure the software
Note If you want the voice messaging
to allow or disable fax-on-demand deliver-
system to deliver faxes outside Canada or
ies outside these local prefixes.
the United States, you cannot use North
American SmartDialing.

The three parts of a telephone number


Overview
A B C
1 Activate North American SmartDialing.
On the Fax Delivery Setup screen, select
the “Use North American SmartDialing
206 555 1234 feature” check box.

2 Configure the six options that define the


A Area code
calling parameters.
B Exchange On the Fax Delivery Setup screen
under the heading North American
C Station code
SmartDialing, configure the six options
used to set the type of calling restriction
you prefer. For details, refer to the
following table.

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RESTRICTING THE DIALING AREA FOR FAX-ON-DEMAND

Configuring options to restrict calling areas for fax-on-demand deliveries


Option To allow local calls To allow long- To allow all long-
only distance calls only distance calls
within the home area
code
Home area Type your local area Type your local area Type your local area
code code. code. code.
Call outside Clear the check box. Clear the check box. Select the check box.
home area code
Prefix for other Leave this field blank. Leave this field blank. Type the appropriate
area code prefix, usually 1 or
the long distance
carrier’s access code.
Call nonlocal Clear the check box. Select the check box. Select the check box.
exchange
Prefix for Leave this field Type the appropriate Type the appropriate
nonlocal blank. prefix, usually 1 or 1 prefix, usually 1 or 1
exchanges plus the area code. plus the area code.
Local exchanges Type all three-digit Type all three-digit Type all three-digit
exchanges that are exchanges that are exchanges that are
local calls from the local calls from the local calls from the
system’s location. system’s location. system’s location.

SETTING UP THE OPTIONAL ACTIVE FAX PACKAGE 243


Adding and setting up personal fax boxes

You can add personal fax boxes in two ways: Creating a unique personal fax box ID
• Create personal fax boxes when you add Each subscriber’s fax box must have a
new subscribers. unique personal fax box ID. The best way to
create this is to add a digit to the beginning
• Add a personal fax box for an existing
of each subscriber’s extension. For example,
subscriber.
if the extension is 345, then the personal fax
Note You cannot delete personal fax boxes box ID might be 7345 (7 + 345). This method
after you create them without deleting the makes it easy for subscribers to remember
entire subscriber. their fax box ID.
The best method for creating personal fax
box IDs based on extension numbers is to
configure the “Default fax ID” field on the
Default Subscriber>Fax Handling screen
with a prefix digit (for example, 7) followed
by an X.
Note If the “Default fax ID” field on the
Default Subscriber>Fax Handling screen
contains a value, then the system creates a
personal fax box when you add a new
subscriber. However, if this field is blank,
the system does not create a personal fax
box when you add a subscriber.

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ADDING AND SETTING UP PERSONAL FAX BOXES

To add personal fax boxes for new subscribers To add a personal fax box for an existing
subscriber
1 Go to the Default Subscriber>Fax
Handling screen. 1 Go to the existing subscriber’s Summary
screen.
2 Type a fax box ID pattern in the “Default
fax ID” field. For example, type 7X to 2 Choose the “Add” button.
create personal fax box IDs that are
3 Choose “Personal fax box.”
based on subscribers’ extensions.
4 When prompted, type a unique fax ID.
3 Configure options on the Default
Subscriber>Fax Handling screen with 5 Go to the subscriber’s Fax Handling
settings that represent the way most screen and customize settings as
subscribers will want their Fax Handling needed.
screens set up.
4 Add the subscribers.
5 Customize settings on subscribers’ Fax
Handling screens as needed.

SETTING UP THE OPTIONAL ACTIVE FAX PACKAGE 245


Setting up fax mail notification and delivery

The voice messaging system provides Descriptions of typical delivery


several notification and delivery options for methods
personal fax mail. You can configure these
options on the Subscriber>Fax Handling Immediate fax delivery with notification
screen. Faxes are delivered to a fax machine as
soon as they arrive in the personal fax
Notification options box. Subscribers know they have a fax
because the system announces the fax
• During message retrieval, the voice
during message retrieval.
messaging system announces to sub-
scribers that they have fax mail.
Fax delivery only upon request with
• Callers can leave a voice annotation with notification
the fax they are sending. Subscribers During message retrieval, the system
hear this annotation during message announces that a fax is in the personal
retrieval. fax box and the subscriber can request
that the fax be delivered. If the sub-
Delivery options scriber does not request delivery, the
fax remains in the personal fax box.
• The system delivers a fax immediately
upon arrival. Warning! If you clear the “Announce fax if
no annotation” check box, you must select
• The system delivers a fax according to a
the “Fax delivery” check box and specify a
schedule you define.
fax telephone number and delivery sched-
• The system delivers a fax only when a ule. Otherwise the system will neither
subscriber requests delivery through the announce nor deliver the fax, and the
system conversation. subscriber will have no way of knowing
that personal fax mail was received.

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SETTING UP FAX MAIL NOTIFICATION AND DELIVERY

To configure Immediate fax delivery with notification


Option Setting
Ask for voice annotation Clear the check box.
Caller can edit/review message Clear the check box.
Announce fax if no annotation Select the check box.
Fax delivery Select the check box.
Phone Type the fax machine telephone number.
Delivery schedule Type 12:00 AM in the “From” field.
Type 11:59 PM in “Until” field. Select each day of the week.
___ Rings every ___ minutes Type 4 in the “Rings” field and 10 in the
“minutes” field.
Batch delay Type 0.
Type of delivery Select “Each.”

To configure fax delivery only upon request with notification


Option Setting
Ask for voice annotation Select the check box.
Caller can edit/review message Optional.
Announce fax if no annotation Select the check box.
Fax delivery Clear the check box.
If this check box is cleared, faxes are deliv-
ered only when a subscriber requests
delivery through the system conversation.
Phone Type the fax machine telephone number.

SETTING UP THE OPTIONAL ACTIVE FAX PACKAGE 247


C H A P T E R • 17

Setting up the
optional Rnet
package

Assembling local and remote


site information .................................................. 250

Configuring a local site ...................................... 252

Configuring remote site default settings ......... 253

Adding remote sites ........................................... 254

Testing the Rnet setup ...................................... 256

SETTING UP THE OPTIONAL RNET PACKAGE 249


Assembling local and remote site information

An Rnet setup consists of multiple voice The first step in configuring an Rnet setup is
messaging systems which deliver and to assemble the information for each site
receive messages to and from each other. and determine which sites you need to set
Rnet can be used with any voice messaging up to communicate with each other. Begin
system that uses the AMIS analog protocol. this task by completing the Rnet Planning
Worksheet for your local site. Then, for that
Each system in the setup is called a site. The
local site, fill in the information for each of
on-site voice messaging system is called the
the remote sites with which it will commu-
local site. Every other system with which it
nicate.
communicates is called a remote site. Note
that the terms “local site” and “remote site” After planning the Rnet setup for your local
are relative, depending on which voice site, check with the system managers at the
messaging system you use as a point of other sites to make sure they have coordi-
reference. nated the installation for their voice mes-
saging systems.
This version of Rnet is compatible with all
versions of Active Voice voice messaging
systems that use the Rnet feature package.

An Rnet setup between three systems

Company ABC: Seattle Company ABC: London

Local site: Seattle Local site: London

Remote sites: London and Remote site: Seattle


New York

Company ABC: New York

Local site: New York

Remote site: Seattle

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ASSEMBLING LOCAL AND REMOTE SITE INFORMATION

Local site information


Site name

Site identification number Country code Area code Phone number

Should this site accept incoming Rnet calls? ❑ Yes ❑ No


Should this site allow outgoing Rnet calls? ❑ Yes ❑ No
System manager name
System manager telephone number

Remote site information


Site name

Site identification number Country code Area code Phone number

Maximum number of failed calls before delivery attempts stop


Should local site accept messages from this remote site? ❑ Yes ❑ No
Should local site deliver messages to this remote site? ❑ Yes ❑ No

Message delivery
Phone #1 ❑ From Until rings every
Phone number ❑M ❑T ❑W ❑ Th ❑F ❑S ❑ Su minutes

System manager name


System manager telephone number

SETTING UP THE OPTIONAL RNET PACKAGE 251


Configuring a local site

Each voice messaging system in the Rnet


To configure a local site
setup must be set up as a local site before it
can communicate with any other systems. 1 Sign in to the voice messaging system
Refer to the information collected on the console.
Rnet Planning Worksheet to configure your
2 At the Screen menu, choose Rnet>Local
local voice messaging system as a local site.
Site Setup.
3 Type the site identification number in
the “Country code,” “Area code,” and
“Telephone number” fields. These three
fields make up the number the local site
uses to identify itself to the remote sites
when it is attempting to deliver mes-
sages to them.
4 Select the “Accept incoming network
calls” check box if you want the local site
to receive messages from remote sites.
5 Select the “Allow outgoing network calls”
check box if you want the local site to
deliver messages to remote sites.
6 Choose “Save.”
7 If the local site is set up to deliver
messages, verify that at least one port
on the Application Setup>Port Settings
screen is set to one of the following
status settings: “Dial out only,” “Answer/
Dial out,” “Messages only,” or “Answer/
Messages.”
Note Be sure to share your system’s site
identification number with system manag-
ers at remote sites. These system managers
must type your site identification number in
the “Country code,” “Area code,” and “Tele-
phone number” fields of the Remote Site
screen when they set up your system as a
remote site.

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Configuring remote site default settings

Each local site communicates with at least


To configure the remote site default settings
one other site. Some local systems may
deliver and receive messages to and from 1 Sign in to the voice messaging system
multiple remote sites. console.
If the local voice messaging system cannot 2 At the Screen menu, choose
get through, it returns any messages it was Rnet>Remote Site Defaults.
attempting to deliver to the local subscrib-
3 In the “Maximum failed calls.” field, type
ers who sent the message.
the maximum number of times you want
To make adding multiple remote sites the local site to attempt to call a remote
easier, you can define default settings for site before quitting because it cannot get
new remote sites on the Rnet>Remote Site through (for example, the line is busy or
Defaults screen. After adding a remote site the remote site does not establish the
based on these default settings, you can AMIS protocol).
customize the settings for that site.
4 Select “Accept messages from remote
site” if the default is that the local site
will receive messages from remote sites.
5 Select “Deliver messages to remote site”
if the default is that the local site will
send messages to remote sites.
6 In the “Delivery schedule” field, type the
hours during which the local site will
attempt delivery to remote sites. Use
HH:MM format. Select the days of the
week on which deliveries will occur.
7 In the “Rings per attempt” field, type
the number of rings that the local voice
messaging system waits for the remote
site to answer.
8 In the “Minutes between attempts” field,
type the number of minutes that the
local site waits between attempts to
deliver the messages.
9 Choose “Save.”

SETTING UP THE OPTIONAL RNET PACKAGE 253


Adding remote sites

The local site will only accept messages


from or deliver messages to sites that have
been set up as remote sites on the local
voice messaging system console. Refer
tothe information collected on the Rnet
Planning Worksheet to configure your local
voice messaging system’s remote sites.
You must set up at least one remote site
before the local voice messaging system
attempts to deliver or receive any Rnet
messages.

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ADDING REMOTE SITES

To set up a remote site

1 Sign in to the voice messaging system. 8 Select the “Accept messages from remote
site” if you want the local site to receive
2 At the Screen menu, choose
messages from the remote site.
Rnet>Remote Sites
9 Select the “Deliver messages to remote
3 Choose “Add.”
site” if you want the local site to send
4 In the “Site name” field, type the name messages to the remote site.
of the remote site. You may use letters
10 Select the Phone #1 box and type the
or numbers.
number that the local site must dial to
5 Type the site identification number for deliver messages to the remote site.
the remote site in the “Country code,” Type the area or city code and number
“Area code,” and “Telephone number” in the following format: 1,206-5551234.
fields. These numbers must be identical
You must type a telephone number in
to the numbers that appear in the same
the Phone #1 or Phone #2 field. This
fields on the Local Site Setup screen at
telephone number does not have to be
the remote site’s voice messaging
the same as the numbers typed in the
console.
“Country code,” “Area code,” and “Tele-
These numbers are not the numbers that phone number” fields for the remote
the local site uses to dial the remote site. site.
They are the string of digits which the
11 Change the delivery schedule for the
remote site uses to identify itself as a
remote site if you want it to be different
valid remote site when it is calling in
than the default delivery schedule. You
to the local site.
may also set up a second telephone
6 Choose “Add.” number and delivery schedule for the
site.
7 In the “Maximum failed calls” field, type
the number of times you want the local 12 Choose “Save.”
site to attempt to call the remote site
13 Repeat steps 2–11 to set up an Rnet>
before quitting because it cannot get
Remote Site screen for each remote site
through.
that will communicate with the local
voice messaging system.

SETTING UP THE OPTIONAL RNET PACKAGE 255


Testing the Rnet setup

After setting up the local voice messaging


To verify that Rnet is properly set up
system, check with the system managers at
the remote sites to verify that they also have 1 For each remote site, check that
set up their systems. Follow the basic steps you have entered the correct delivery
below to test the Rnet setup from your local telephone number by calling the num-
system. ber using a telephone. Verify that the
correct remote site’s voice messaging
system answers the call.
2 Using Rnet, leave a message for the
system manager at each of your remote
sites. Request that he or she reply to
your message. If you receive a reply to
the message, you know that your local
site is delivering and accepting mes-
sages to and from the remote site.
For details on sending a message using
Rnet, see the System Manager’s Guide,
Chapter 14, “Using Rnet to communicate
with remote offices.”

See also
Troubleshooting Rnet .............................. 298

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C H A P T E R • 18

The optional
Automatic
Replog Collection
package

Preparing the remote sites ............................... 258

Installing Automatic Replog Collection .......... 259

Setting up Automatic Replog Collection ........ 260

Downloading Call logs ..................................... 262

Extracting Call logs ........................................... 264

Configuring settings remotely .......................... 265

THE OPTIONAL AUTOMATIC REPLOG COLLECTION PACKAGE 257


Preparing the remote sites

Before installing Automatic Replog Collec- ❑ Verify that the “Modem speed” (baud),
tion, make a list of the remote sites and “Login ID,” and “Password” fields are
complete the following tasks for each site identical to the same fields set for the
computer: central computer.
The maximum modem speed at
❑ Specify the time for a daily OS (Operating
which Automatic Replog Collection will
System) surrender on the voice messaging
operate is 9600 baud. For the remote site
computer.
computers, you set these fields on the
The daily OS surrender causes a site
Remote Maintenance Default Phone
computer to create an archive file
Book Entry screen. For details, see
containing all Call logs (REPLOGd.m)
“Configuring a host computer’s phone
that currently exist on the computer’s
book entry” in Chapter 11, “Remote
hard disk. You specify the time for a daily
Maintenance.”
OS surrender on the Application Setup:
General Settings screen.
❑ Specify the maximum age (in days) that a
Call log can be before the voice messag-
ing system deletes it from the hard disk
at midnight.
This value is set in the “Call report
aging” field on the Application Setup:
General Settings screen. A new archive
file is created daily and only contains
Call logs that are not older than the
maximum age specified in the “Call
report aging” field.

See also
Configuring settings remotely ................. 265

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Installing Automatic Replog Collection

Before installing the Automatic Replog


To install Automatic Replog Collection on the
Collection package on the central computer,
central computer
verify that the computer meets the following
requirements: 1 Insert the Automatic Replog Collection
disk into drive A.
❑ An anti-virus program is installed on the
computer. 2 At the C:\ prompt, type A:\INSTALL.
❑ The computer is using an MS-DOS 3 Follow the on-screen instructions.
version between 5.00 and 6.22 or Win-
dows 95.

Notes
• If you want to use Automatic Replog
Collection on a central computer that
is using Windows 95, you must copy
the file COMMAND.COM from
C:\WINDOWS to C:\. (Do not delete
or move the file from C:\WINDOWS.)
• Automatic Replog Collection will not
run reliably in a DOS Window under
Windows 3.1.

THE OPTIONAL AUTOMATIC REPLOG COLLECTION PACKAGE 259


Setting up Automatic Replog Collection

The first session of Automatic Replog


To run the initial session of Automatic Replog
Collection that you run will not download
Collection
any Call logs. Instead, it will accomplish the
following: 1 Run the anti-virus program.
• The central computer communication 2 At the C:\ prompt, type GETLOGS.
settings will be configured.
3 You will be prompted to enter communi-
• The database containing site informa- cation settings only the first time you
tion will be set up. type GETLOGS. Each subsequent time
that you type GETLOGS, you will go
• A revised DAILY.BAT file will be loaded
directly to the Main menu.
onto the remote site computers. This file
initiates the process that archives the 4 When prompted, type the COM port and
Call logs each time the site’s computer modem speed for the central computer’s
performs a daily OS surrender. modem.
The recommended modem port is
COM2. You can always reset the COM
port and modem speed later by choos-
ing “Set modem speed and security”
from the Main menu. The modem speed
(baud), login ID, and password you type
for the central computer must be identi-
cal to the same fields specified on the
Remote Maintenance Default Phone
Book Entry screen for each site com-
puter. The maximum modem speed at
which Automatic Replog Collection will
operate is 9600.

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SETTING UP AUTOMATIC REPLOG COLLECTION

5 When prompted, type the login ID and 10 Press ESC to return to the Main menu.
the password.
11 Choose “Set up next gathering.” You will
6 Select “Choose/add/delete sites” from be prompted to specify whether or not
the Main menu. you want to dial out immediately or at
a later time.
7 Press INSERT to add the first site.
If you choose to delay the initial dialout,
8 When prompted, type a description,
Automatic Replog Collection prompts
telephone number, and ID for the site.
you to type the year, month, day, hour,
See the following guidelines when
and minute of the scheduled dialout.
determining these fields:
Leave the computer on until after the
Description: The description can be dialout time.
up to 30 characters in length and may
On the first contact with a site, the central
include any printable symbol and
computer checks to see if the necessary
spaces.
software is installed on each site com-
Phone number: The telephone number puter. If the software is not installed at a
can be up to 30 characters long, and may site, Automatic Replog Collection installs
contain digits, pound symbols [#], star it and then terminates the connection
symbols [*], commas [,], and hyphens [-]. with that site.
ID: The ID must be unique for each site. 12 After the connection is terminated, a
It can be a maximum of eight characters status report appears. Press ESC to return
in length and may contain any digits. All to the Main menu.
Call logs for a given site will be down-
loaded to the following directory, where
SITEID is the ID typed in this field:
C:\LOGS\GETLOGS\SITEID.
9 After you have added sites to the data-
base, select each site by pressing
SPACEBAR .

THE OPTIONAL AUTOMATIC REPLOG COLLECTION PACKAGE 261


Downloading Call logs

After running the initial session of Auto- Note Remote site computers that have
matic Replog Collection, both computers diagnostic traces turned on may have large
are prepared to download reports. Call logs. Automatic Replog Collection
decreases download time by automatically
filtering diagnostic information from Call
logs before archiving them.

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DOWNLOADING CALL LOGS

To download Call logs using Automatic Replog Collection

1 At the C:\ prompt, type GETLOGS. When dialing begins, sites are dialed
one after the other until the central
2 From the Main menu, choose “Set up
computer has called all selected sites.
next gathering.”
If the central computer was not able to
3 Press SPACEBAR to highlight all sites contact a site, or if an interruption
from which you would like to download occurred during file transfer, the com-
the archived Call logs. An asterisk will puter retries each site for a maximum
appear to the left of the selected entries. of three times.
4 Press ENTER. 6 After gathering the archived Call logs,
run the anti-virus program.
5 Follow the on-screen prompts to
download reports immediately, or to Warning! The archived Call logs, since they
schedule the download for a later date are executable files, can bring any virus on
and time. the site computer to the central computer
when the files are transferred. Be sure to run
the anti-virus program regularly.

THE OPTIONAL AUTOMATIC REPLOG COLLECTION PACKAGE 263


Extracting Call logs

All archive files containing Call logs follow


To extract the archive file containing Call logs
a naming convention of RLYYMMDD.EXE,
where YY stands for the last two digits of the 1 Go to C:\GETLOGS\LOGS\SITEID,
year, MM the month, and DD the day on where SITEID is the ID you entered
which the log archive was downloaded. when setting up the sites in the database.
Each file is downloaded to a directory called
2 Type RLYYMMDD, where YY stands for
C:\GETLOGS\LOGS\SITEID, where SITEID
the last two digits of the year, MM the
is the ID you entered when adding the sites
month, and DD the day on which the
to the database.
archive file was downloaded.
Since the archive file containing the Call
For example, if Automatic Replog
logs is in a compressed format, you must
Collection downloads an archive file
extract the files before you can examine the
for a site with ID 2195 on December 16,
daily Call logs. When daily Call logs are
2001, go to C:\GETLOGS\LOGS\2195,
extracted from the archive file, they are
and type RL011216.EXE.
named RPTLOGd.m, where d is the day and
m is the month that the Call log was created
on the site computer.

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Configuring settings remotely

The “Remote to a site” choice on the Main


To configure settings remotely
menu allows you to connect with a site and
control that site’s voice messaging console. 1 From the Main menu, choose “Remote
This option is useful for setting the “Daily to a site.”
OS surrender” and “Replog aging period”
2 Select the site. Dial out to the site will
for new sites. You cannot download files
begin immediately. After connecting, the
using this option.
central computer’s monitor will be blank
for a brief moment before displaying the
voice messaging console at the remote
site.
3 Set up the site’s voice messaging screens
as needed.
4 To disconnect, press ALT+ESC. Quitting
the session will not reboot the site
computer.
Note The ALT+LEFT SHIFT key used to access
the Remote Maintenance Main menu is not
supported by Automatic Replog Collection.

THE OPTIONAL AUTOMATIC REPLOG COLLECTION PACKAGE 265


C H A P T E R • 19

Troubleshooting

Troubleshooting the hardware ......................... 268

Resolving fax tone detection problems ........... 269

Resolving tone detection problems ................. 270

Troubleshooting Remote Maintenance ........... 274

Troubleshooting Network Access .................... 278

Troubleshooting Hospitality ............................. 280

Troubleshooting the PMS Integration .............. 282

Resolving communication parameters


problems for a PMS Integration ....................... 288

Troubleshooting Active Fax .............................. 292

Troubleshooting Rnet ........................................ 298

TROUBLESHOOTING 267
Troubleshooting the hardware

Troubleshooting a kit Handling defective hardware


If you experience trouble while installing a If you believe the hardware is defective, call
kit on a computer you have purchased from Technical Support from the customer’s site.
another source, check the following: A Technical Support person can suggest
additional tests for you to try. If the part is
❑ Check that you received all of the
determined to be defective, you may
hardware on the bill of materials.
request a returned material authorization
❑ Check that all cables are correctly (RMA) to receive credit for hardware that
connected. you purchased from Active Voice.
❑ With the computer turned off, check that
each voice board is firmly seated and RMA requirements
correctly aligned in its slot.
Technical Support needs the following
❑ With the computer turned off, check that information before issuing an RMA. The first
all ribbon cables are correctly connected two items are printed on a tag attached to
to the floppy drives, hard disk, and disk the fan on the back of the voice messaging
controller card. computer.
❑ Check all installation steps, starting with ❑ The serial number
“Computer requirements.”
❑ The PCL number
❑ A description of the problem and what
Troubleshooting VoiceMate
troubleshooting you have attempted
If you experience trouble while installing a
VoiceMate system from Active Voice, check
the following:
❑ Check that you received all the hardware
on the bill of materials.
❑ Check that all cables are correctly
connected.
❑ Check all installation steps, starting with
“Installing and testing the system key.”

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Resolving fax tone detection problems

Problem Solution
The system is not detecting the fax If you have updated your voice messaging system
tone. to a newer version, the values which were previ-
ously in the “Startup options” field (found on the
Application Setup>General Settings screen) have
been overwritten by the installation program. Go
to Application Setup>General Settings and retype
the parameters which existed before the update.

TROUBLESHOOTING 269
Resolving tone detection problems

The parameters that define hangup supervi- Typical symptoms of a voice messaging
sion tones (GTD) and call progress param- system that is experiencing difficulty
eters are automatically configured when interpreting hangup supervision tones
you specify the telephone system on the include:
Telephone System Setup screen. Occasion-
• The system records hangup supervision
ally, these parameters need to be adjusted
tones at the end of a message.
for the telephone system you are using.
• The system does not disconnect directly
Typical symptoms of a voice messaging
after a caller hangs up.
system that is experiencing difficulty
interpreting call progress include: • The system does not detect when a caller
disconnects before transferring to an
• The system releases calls to a busy
extension.
signal when the transfer type is set to
“Await answer” or “Wait for ringback.” • The system goes off-hook for message
delivery or to activate message waiting
• The system releases calls to a ringback
indicators, but instead of dialing out, it
signal when the transfer type is set to
plays the opening greeting. The Banner
“Await answer.”
screen displays the word “Collision” for
• The system places callers on hold but the port.
does not connect them to a message box.
If your voice messaging system has
Then it either drops the line or returns to
difficulty interpreting tones, you can run a
the opening greeting.
utility that automatically updates the voice
messaging system with new tone param-
eters. Refer to the following table to deter-
mine which utility to use.

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RESOLVING TONE DETECTION PROBLEMS

If you are using this and the system is experiencing use this utility to reconfigure
type of voice board: problems with the following: the parameters:
Dialogic Call progress USECPC
Dialogic Hangup supervision GTDETECT
Bicom Call progress or hangup CP
supervision

TROUBLESHOOTING 271
RESOLVING TONE DETECTION PROBLEMS

Requirements for running a utility


To use the USECPC utility
❑ Set up a test telephone within reach of
1 Exit to DOS and go to the directory
the system console.
where the voice messaging software is
❑ Verify that call forwarding is not set on installed (usually this is C:\VMAIL).
the test telephone.
2 Type USECPC and press ENTER.
❑ Verify that the voice board driver is
3 Follow the on-screen instructions for
loaded into the computer’s memory.
running the Ring Test or the Busy Test.
To verify the driver is loaded, go to the
These two tests set up the parameters
command prompt and type MEM/C/P.
the voice messaging system uses to
Verify that “Driver” appears in the list.
detect a ringback or busy tone. If you are
Note The voice messaging system will not performing the Ring Test, do not pick up
be able to answer calls or take messages the test telephone’s receiver during the
while you run these utilities. test. If you are performing the Busy Test,
create a true busy tone on the test tele-
phone by calling the test telephone’s
extension and answering the call. Leave
the test telephone off-hook.
4 After completing the test cycles, USECPC
displays a summary of the signals it
analyzed.
5 If you want to update the voice messag-
ing system automatically with the
parameters determined from the test,
select Yes when you see the prompt: “Do
you want to update your AVSWITCH.AVD
right now?”

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RESOLVING TONE DETECTION PROBLEMS

To use the GTDETECT utility To use the CP Utility

1 Exit to DOS and go to the directory 1 Exit to DOS and go to the directory
where the voice messaging software is where the voice messaging software is
installed (usually this is C:\VMAIL). installed (usually this is C:\VMAIL).
2 Type GTDETECT and press ENTER. After 2 Type CP and press ENTER.
the computer reboots, a menu is dis-
3 Follow the on-screen instructions to
played.
learn either hangup supervision tones
3 Select the tone you want the voice (GTD) or call progress tones.
messaging system to learn. You can
4 For each test, you will be prompted to
choose “Switch ReOrder,” “Switch Busy,”
type the extension of the tone source. If
or “Switch Dialtone.”
you are detecting Switch Busy tone, take
4 You will be prompted to type the exten- the test telephone off-hook and type the
sion number of the tone source. If you extension of the test telephone. If you
are detecting Switch ReOrder tone, type are detecting Switch RingBack, type the
an invalid extension number. If you are extension of the test telephone. Do not
detecting Switch Busy tone, take the test pick up the test telephone’s receiver
telephone off-hook and then type the during the test. If you are detecting
extension of the test telephone. If you Switch ReOrder tone, type an invalid
are detecting Switch Dialtone, do not extension number. If you are detecting
type an extension number. Switch Dialtone, do not type an exten-
sion number. When the voice messaging
5 The test is complete when the monitor
system is finished learning the tone, the
displays the menu again. After a success-
tone parameters will display.
ful test, an option will be added to the
menu that allows you to save the tone 5 To automatically update the voice
detection parameters to a file. If you messaging system with parameters
want to automatically update the voice determined from the tone detection
messaging system with the parameters process, you must type the tone
determined from the test, choose the name, when prompted. Hangup
option to save the file. supervision parameters are saved in
AVSWITCH.GTD. Call progress param-
eters are saved in AVSWITCH.BTD.

TROUBLESHOOTING 273
Troubleshooting Remote Maintenance

Problems with the support computer

Problem Solution
During a restart, the There is a COM port conflict.
computer stops respond-
Try removing or disabling any mouse or expansion boards
ing completely.
such as a serial I/O board or a voice board which may be
using the same COM port as the modem. If this is not pos-
sible, try assigning the modem to another COM port. To
change the COM port or IRQ on most modems, you must
change jumpers or dip switches. If you do reassign the
COM port, follow the procedure in “Configuring the support
computer’s phone book” to modify the “Port” field in
the support computer’s default phone book entry.
The message “Unsuccess- There are several possible sources for this:
ful connection attempt”
• Check the telephone number used in the phone book
appears when attempting
entry. Make sure the number is correct.
to establish a connection.
• A faulty telephone line may have been used.
• The host computer may have the telephone line installed
in the wrong jack on the modem.
• The host computer may have a defective modem.

If none of these describes the problem, see


the table entitled “Problems with either
version.”

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TROUBLESHOOTING REMOTE MAINTENANCE

Problems with the host computer

Problem Solution
The computer stops There is a COM port conflict.
responding completely
Try removing or disabling any expansion boards such as an
during a restart. While
SIO board or a voice card which may be using the same COM
restarting the voice mail
port as the modem. If this is not possible, try assigning the
software, the computer
modem to another COM port by reconfiguring the software.
freezes after displaying
the copyright message. If a serial integration is involved, try running the SYSCHK
utility.
Connection not A modem must be installed and properly working for the
established. system to function.
If you are using an internal modem, make sure that a modem
is correctly installed in the computer. If you are sure a modem
is correctly installed, check the modem’s COM port assignment
to ensure that it is correct. If you are using an external modem,
make sure it is turned on. Look for indicator lights and check
the On/Off switch.
Also, make sure the telephone number you are using on the
support computer to dial the host computer is correct. Check
that other information in the support computer’s phone book
entry for this host computer is accurate. Check the baud rate,
COM port, modem type, and so on.
The message “Unsuc- No modem is installed, or it is installed incorrectly.
cessful Wait-Dial-In
The host software has not been set up correctly. Verify that the
Setup” appears when
“Port” field in the default phone book entry displays the COM
system starts up.
port that is assigned to the modem (usually this is COM2).

If none of these describes the problem, see


the table entitled “Problems with either
version.”

TROUBLESHOOTING 275
TROUBLESHOOTING REMOTE MAINTENANCE

Problems with either version


Problem Solution
Remote Maintenance acts The modem is not assigned to the correct COM port.
as though no modem is
If you are using an internal modem and are sure it is in-
installed.
stalled, check the modem’s COM port assignment to ensure
that it is correct.
File transfer fails. There is a poor telephone connection between the host
and support computers.
Check that phone cord connections are not loose and call
again to establish a better connection.
The computer freezes for No modem is installed, or it is installed incorrectly.
about 15 seconds every
Make sure that the host computer’s default phone book entry
minute or so, during which
contains the accurate baud rate, modem type, and so on. For
time all keystrokes are
details, see “Configuring a host computer’s phone book
ignored.
entry” in Chapter 11, “Remote Maintenance.”
Still experiencing prob- You may have chosen the wrong COM port when you set
lems, even though the up Remote Maintenance.
modem is installed and
Make sure the “Port” field of the default phone book entry
set to the correct COM
specifies the same number as the modem’s COM port. Check
port.
the phone book entry for accurate baud rate, modem type,
and so on.

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TROUBLESHOOTING REMOTE MAINTENANCE

Still having problems?


If you still have problems, see the trouble-
shooting section in the documentation
accompanying the modem, or contact
Technical Support.

TROUBLESHOOTING 277
Troubleshooting Network Access

If you have problems using an Internet Verify the following items


browser to access the voice messaging
❑ The LAN (local area network) connection
screens, refer to the following checklist
is active.
for troubleshooting suggestions.
❑ The LAN cord is plugged into the voice
messaging computer’s network interface
card.
❑ The network interface card is configured
for IRQ10, base address 300 hexa-
decimal.
❑ The following drivers are loaded:
LSL, ODIPKT, and NE2000.
To verify that the drivers are loaded,
go to the command prompt and type
MEM/C/. Make sure the drivers are
listed in the table that appears.
To load the drivers, go to the command
prompt and type NETLOAD.

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TROUBLESHOOTING NETWORK ACCESS

❑ The System Information screen displays


“Web” in the “Options” field. If “Web”
does not appear in the “Options” field,
you must reprogram your system key by
following the instructions on the Up-
grade Card, or return the key to Active
Voice for a replacement.
❑ The IP address is set correctly on the
voice messaging computer. For details
on viewing and changing the IP address,
see “Running the reconfiguration
program” in Chapter 5, “Adding
optional packages or hardware to an
existing system.”
❑ The IP address is typed in the following
format on the browser:
http://XXX.XXX.XXX.XXX
❑ The voice messaging system’s monitor is
displaying the screen saver.

TROUBLESHOOTING 279
Troubleshooting Hospitality

Consult these tables for assistance in


resolving Wake-Up Call, Guest Directory,
and Tall Hotel issues.

Wake-Up Call
Problem Solution
Wake-up calls are made Create the Wake-Up Call Log report to determine the time
much earlier than the difference between the requested times and the actual
guest’s requested times. times of the wake-up calls for the problem days.
Check the wake-up call greeting length. If this greeting has
been changed, and is longer than six seconds, suggest a
shorter greeting to the system manager.
If the wake-up call greeting length is the same as, or similar
to, the default greeting, there may be insufficient port capacity
to handle the call volume. You can:
• Add more ports with dial-out capability.
• Set one port to “Message only,” so that it won’t interfere
with message waiting indicators.
If the problem still exists, or no additional ports are available,
create the Busy Ports report and call Active Voice Technical
Support to request assistance balancing system demand with
port capacity.

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TROUBLESHOOTING HOSPITALITY

Hotel Guest Directory


Problem Solution
Guest names are missing Causes for guest names missing from directory include:
from the Hotel Guest
• Guests chose not to be in the directory.
Directory.
• Guests did not record their names for the directory.
• No name was entered in the system by the guest, hotel
staff, or the PMS.

Tall Hotel
Problem Solution
Calls or messages to Verify the circumstances of the misdirected calls by creat-
guests occupying rooms in ing the Call Log report for the days that the misdirected
floors 10 and above are calls occurred.
intermittently misdirected
Verify that under Hospitality Settings, “second delay” is set to
to other guest rooms.
at least two seconds.
Check to see if the misdirected calls could be the result of
hotel employees anticipating system instructions and enter-
ing numbers prior to the actual system instructions to do so.
If this appears to be a likely cause, suggest the system man-
ager provide additional training for hotel staff members.
Transfers to short exten- Verify that the “Integration option string” on the Telephone
sions fail, or callers System Setup screen is set to TIA,,,
remain on hold without a
transfer attempt.

TROUBLESHOOTING 281
Troubleshooting the PMS Integration

When troubleshooting a PMS Integration, The Serial Output To File feature


you can use the Serial Line Monitor or the
The Serial Output To File feature logs
Serial Output To File feature to diagnose the
information about data packets that are
problem.
being transmitted between the PMS and the
voice messaging system to a text file named
The Serial Line Monitor PMSIO.DAT. This file is located in C:\VMAIL.
The Serial Line Monitor displays characters Note When using this feature, characters
that represent the data packets being will appear on the Banner screen only if you
transmitted between the PMS and the voice have also activated the Serial Line Monitor.
messaging system. These characters appear
on the lower-half of the Banner screen.
To turn the Serial Line Monitor on and off
• The bright characters represent data
packets sent from the PMS. 1 At the voice messaging system’s Banner
screen, press ALT+8. The message “Serial
• The dim characters represent the data
Line Monitor is on” appears.
packets sent from the voice messaging
system. 2 To turn the Serial Line Monitor off, press
ALT+8 again.

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TROUBLESHOOTING THE PMS INTEGRATION

To turn the Serial Output To File feature on To verify that the serial port is sending and
and off receiving serial packets

1 At the voice messaging system’s Banner 1 On the voice messaging system, plug the
screen, press ALT+0. The message “Serial loopback tester into the serial port that is
Output To File is on” appears. being used for the PMS Integration.
2 To turn off the Serial Output To File 2 At the Banner screen, turn on the Serial
feature, press ALT+9. Line Monitor by pressing ALT+8.
3 Press ALT+2 to request a resynch.
4 Verify that the Serial Line Monitor
displays a serial packet being sent and
received.

TROUBLESHOOTING 283
TROUBLESHOOTING THE PMS INTEGRATION

Problem Solution
When the Serial Line Verify that communication parameters on the voice messag-
Monitor is turned on, ing system are set correctly. For details, see “Resolving
characters appear on communication parameters problems for a PMS Integration.”
the screen when you If you still experience problems with the integration, refer to
check in a guest, but no the solution described for the problem, “Some PMS features
hotel guest is created do not work.”
on the voice messaging
system
When the Serial Line Make sure the systems are connected correctly. For details,
Monitor is turned on, refer to the appropriate topic in Chapter 15, “Installing the
no characters appear optional PMS Integration package.” The topic you refer to
on the screen depends on whether you are using a PMS Integration only,
a serial telephone integration, or the Hitachi/WelCOMM
package.
No communications Hardware:
If you are updating an existing voice messaging system, verify
that you have plugged the system key into the parallel port
on the voice messaging system computer.
Make sure that the serial link used with the PMS Integration is
firmly connected to COM1 (if no serial telephone integration) or
COM11 (if a serial telephone integration is also being used) on
the voice messaging system.
Depending on how your PMS is wired, the serial link may
require a null modem adapter. For details, refer to the note in
“Connecting the systems: PMS Integration only.”
If you are using a multiport serial board, verify that you have set
the dip switches correctly for it. See the separate Serial Board
Notes in Appendix C, “Hardware documentation.” If you used a
serial board purchased separately from the PMS Integration,
follow the manufacturer’s instructions to set it up to use the
hardware interrupt and base address settings listed in Appendix
A, “Hardware IRQ and base address settings.”
Test your cable for defects by using a replacement serial link
cable.

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TROUBLESHOOTING THE PMS INTEGRATION

Problem Solution
No communications Software:
Verify that the software version on the voice messaging
system is correct. Go to the voice messaging system’s Banner
screen and choose “Version.” Look for HVM PMS, which
indicates that the Hospitality Package (HVM) and the PMS
Integration (PMS) are both installed.
Check that you have the correct version and release of the
PMS.INI file.
Check that the SBPMS.INI file on the voice messaging system
has the identical communication parameters as those used by
the PMS. For details, see “Resolving communications parameter
problems for a PMS Integration.”
Use a text editor to check the PMS.INI file on the voice
messaging system. Check that the correct protocol is displayed
at the beginning of the file. If the PMS.INI file is not the correct
file for your protocol, locate the correct file name in the
C:\VMAIL\PMSINI directory or on the PMS disk. Look for the
.INI file that matches your PMS protocol (for example, the CLS
protocol file name is CLS.INI). Copy the file that contains the
correct protocol to the C:\VMAIL directory. Be sure to name the
file PMS.INI.
Verify that the PMS is set up for a voice messaging integration.
To determine this, see the PMS documentation or contact the
PMS manufacturer.

TROUBLESHOOTING 285
TROUBLESHOOTING THE PMS INTEGRATION

Problem Solution
Intermittent Make sure that the serial link cable used with the PMS
communications Integration is firmly connected to the voice messaging
system and the PMS.
Test your cable for defects by using a replacement serial link
cable.
Some PMS features do not work
Use a text editor and check the PMS.INI file on the voice
messaging system. Verify that the beginning of the file displays
the correct protocol used for your PMS, depending on what
you are using with your PMS Integration.
The PMS.INI file may be corrupt. Either replace the file with a
backup version or copy the correct one from the PMS disk. If
you copy the file from the disk, locate the correct file name on
the disk. Look for the .INI file that matches your PMS protocol
(for example, for the CLS protocol, the file name is CLS.INI).
Copy the file that contains the correct protocol to the C:\VMAIL
directory. Be sure to name the file PMS.INI.
Data is being sent from The PMS is not sending information properly to the voice
the voice messaging messaging system. For troubleshooting steps, see your PMS
system to the PMS, but documentation or contact the PMS manufacturer.
not from the PMS to the
Verify that there are no hardware interrupt (IRQ) conflicts
voice messaging system
between the multiport serial board and any other device.
Verify that the dip switches are set correctly for the multiport
serial board. See the separate Serial Board Notes in Appendix
C, “Hardware documentation.” If you use a serial board
purchased separately from the PMS Integration, follow the
manufacturer’s instructions to set it up to use the hardware
interrupt and base address settings listed in Appendix A,
“Hardware IRQ and base address settings.”

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Problem Solution
“I’m sorry, I did not hear Wait several minutes. In some situations, it may take a few
your selection ” plays minutes after check-in before the PMS sends the new guest’s
when a recently checked- information to the voice messaging system.
in guest tries to use voice
If Easy Message Access is used with the PMS Integration, make
mail
sure that it is set up correctly. Easy Message Access is available
on some telephone systems and provides message retrieval
via programmable speed-dial keys at each extension. Verify
that the telephone system is correctly programmed and that
the voice messaging system is correctly set up for use of Easy
Message Access. For details on Easy Message Access, see the
Telephone System Integration Guide.
Problems with the Make sure that the devices do not conflict; that is, that the
installed serial telephone serial board added for the PMS Integration does not have a
system integration hardware conflict with any system hardware. For additional
troubleshooting steps, see the Telephone System Integration
Guide.

Technical Support
If you need to contact Technical Support for ❑ Telephone number for the Remote
help with the PMS Integration, please be on Maintenance modem’s extension
site and have the following information
❑ PMS software used, including version
ready before calling:
and release identification
❑ Description of the problem
❑ Brand of property management system
❑ Name of the voice messaging system
❑ If integration to the PMS is through a
software and version
telephone system, the brand and release
❑ Type of telephone system number of the system
❑ System key serial number

TROUBLESHOOTING 287
Resolving communication parameters problems
for a PMS Integration

The following four communication param- Overview


eters must be set to the same value on both
This overview explains the general proce-
the voice messaging system and the PMS.
dure for resolving communication param-
The settings for these parameters are
eters problems for a PMS Integration. Refer
located in the voice messaging system’s
to the following detailed procedures for
SBPMS.INI file:
specific instructions.
• Baud rate
1 Determine the settings for the
• Parity
communication parameters used by
• Data bits the PMS (or the Hitachi/WelCOMM
telephone system).
• Stop bits
Note If the voice messaging system 2 Verify the settings for the communi-
is integrated with the PMS through the cation parameters used by the voice
Hitachi/WelCOMM telephone system, the messaging system.
four communication parameters must be
the same on both the voice messaging 3 If needed, change the settings for the
system and the Hitachi telephone system. communication parameters on the voice
messaging system so they are the same
as those used by the PMS (or the
Hitachi/WelCOMM telephone system).

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Communication parameters in the SBPMS.INI file


[Board]

IRQ= 3
numPorts= 1
isrBitMask= 0
isrMode= 0

[Port1]
number= 7
address= 2f8
statusAdr=
baud= 2400
flowControl= none
parity= none
dataBits= 8
stopBits= 1
bitMask= 1
rcvLen= 200
xmitLen= 200

; eof

TROUBLESHOOTING 289
RESOLVING COMMUNICATION PARAMETERS PROBLEMS FOR A PMS INTEGRATION

To determine settings for the communication To verify settings for the communication
parameters used by the PMS (or the Hitachi/ parameters used by the voice messaging
WelCOMM telephone system) system

1 Refer to the PMS Integration Installation 1 At the command prompt, go to the


Worksheet that was completed during C:\VMAIL directory.
the installation of the optional PMS
2 Use a text editor to open the SBPMS.INI
Integration package.
file.
2 If you did not complete this worksheet,
3 Locate the parameters circled in the
obtain the PMS communication param-
illustration of the SBPMS.INI file. Do not
eters by contacting the PMS repre-
add spaces or press ENTER while you are
sentative.
viewing settings.
If the voice messaging system is inte-
4 Verify that the setting for each parameter
grated with the PMS through the Hitachi/
is identical to the same setting for the
WelCOMM telephone system, obtain the
parameter used by the PMS (or the
communication parameters by contact-
Hitachi/WelCOMM telephone system).
ing the telephone system representative
or by viewing the Hitachi configuration
files.

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RESOLVING COMMUNICATION PARAMETERS PROBLEMS FOR A PMS INTEGRATION

To change settings for the communication


parameters on the voice messaging system

1 At the command prompt, go to the


C:\VMAIL directory.
2 Use a text editor to open the SBPMS.INI
file.
3 For each parameter that must be
changed, delete its current setting.
Delete only the setting, not the
parameter name.
4 Type the correct setting. Do not add
spaces or press ENTER.
5 Save your changes.

TROUBLESHOOTING 291
Troubleshooting Active Fax

This topic describes procedures to follow if Troubleshooting an update or a kit


you encounter problems with the optional
❑ Look at the bill of materials to make sure
Active Fax package. Always document
that you received all the hardware.
changes you make to the voice messaging
system. ❑ Refer to Appendix C, “Hardware docu-
mentation” to verify that the fax board(s)
is correctly installed and configured.
Problems during installation
If you experience trouble during installa- Troubleshooting VoiceMate
tion, check each of the following:
❑ Look at the bill of materials to confirm
that you received all the hardware.
❑ Verify that all cables are connected
correctly.
❑ With the computer turned off, make sure
that each voice and fax board is firmly
placed and correctly aligned in its slot.

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TROUBLESHOOTING ACTIVE FAX

Active Fax problems


Problem Solution
No fax communica- Verify that the correct fax port station number has been typed
tions. Faxes are not in the “Station number” field on the Fax Port Settings screen.
being delivered or
Verify that the “Status” field on the Fax Port Settings screen is
received.
set up properly for each port. If you assigned a status to one or
more ports but that status is not displayed on the screen, the fax
dispatcher program might not have loaded properly. Wait until
after business hours, when no voice or fax ports are busy, and
restart the voice messaging system. After you have restarted the
system, verify that the correct status setting is displayed in the
“Status” field and try sending or receiving a fax.
If problems persist, go to the voice messaging system directory
(typically this is C:\VMAIL) and type RECONFIG. Answer the on-
screen prompts to set up all configuration files correctly. If the
problem persists, contact Technical Support.
Custom fax mail logo is Make sure your fax mail logo file is saved as a standard mode
coming out “stretched” Group 3 TIFF file. If it is saved as a fine mode file, save the
on the fax mail cover file in standard mode and copy it to the voice messaging
sheet. system directory as described in the System Manager’s Guide.
Fax board is not The telephone extension on the telephone system has the
answering. wrong type of connector. Some fax boards require an RJ-11C
single-pair adapter.

TROUBLESHOOTING 293
TROUBLESHOOTING ACTIVE FAX

Problem Solution
Fax mail deliveries to an Call the fax number and verify that you hear fax tone. If you
external fax machine are do not hear a fax tone, the fax number is incorrect. Type the
not working. correct number.
Verify that the “Outdial access sequence” field on the Fax
Delivery Setup screen contains the number that must be
dialed to reach an external line.

Fax mail cover sheet is Go to the subscriber’s Summary screen and type the name
not addressed. in the “Name” field.
Fax mail is not delivered Have the subscriber call the voice messaging system and
to the fax machine after access setup options to verify that the fax delivery telephone
the subscriber requests number is the correct number for the fax machine. The
fax delivery. subscriber may have changed delivery to go to an external
line, rather than a number at your organization.

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Problem Solution
Callers are on hold and If the system has only one fax port, check that the status
cannot get through to a fax is set to “Send and receive faxes.” If the system has one
machine. fax port and the problem persists, you need to add
additional fax ports. Contact your representative for
information.
If your system has more than one fax port, make sure that
at least one fax port is set to a status which will receive
faxes (“Receive faxes” or “Send and receive faxes”).
“I’m sorry, I can’t receive a fax Verify that the correct fax port station number has been
at this time.” typed in the “Station number” field on the Fax Port
Settings screen. Verify that the system key is firmly
This plays when a caller tries
plugged in to the parallel port.
to deliver a fax message or
perform another fax mail The fax dispatcher program may need to be reloaded. Wait
function,or: until after hours when no voice or fax ports are busy, then
restart the voice messaging system. Send or receive a fax to
“I’m sorry, I can’t deliver a fax
test the system.
at this time.”
If there is still a problem, you may not have the correct key,
This plays when a subscriber
or the key may be defective.
tries to deliver a fax message
to a fax machine.
No answer when trying to You must temporarily change a fax port status to receive
call the system to submit a the document submission to the fax library. Set a fax
document to the fax-on- port status to “Fax library submission.” When you are
demand fax library finished submitting the document(s), reset the fax port
to its original status setting.

TROUBLESHOOTING 295
TROUBLESHOOTING ACTIVE FAX

Problem Solution
Personal fax box cannot be deleted. To delete a personal fax box you must
delete the subscriber. However, you can
make personal fax boxes inaccessible. To
do this, go to the subscriber’s Fax Handling
screen and type $ at the beginning of the
subscriber’s Fax ID.
The system fails to transfer callers Verify that the correct telephone system
sending fax mail messages. Callers hear: extension number is typed in the “Station
number” field on the Fax Port Settings
“I’ll transfer you to a fax machine now.
screen.
When you hear the fax tone, press the Start
button on your fax machine.”
After this, callers hear the opening greeting
after a long pause.

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Problem Solution
Trimming the top of fax library originals This capability works with faxes originating
is not working when adding documents only from CCITT Group 3 fax devices. Use a
to the fax library. Group 3 device to transmit the new docu-
ment to the fax-on-demand library.
M189-3 E9-0 D0 appears on the Banner Verify that the correct telephone system
screen or the Call log. extension number is typed in the “Station
number” field on the Fax Port Settings
screen.
M238-36 E9-0 Dx appears on the Banner A caller tried to transmit a fax to the system,
screen or the Call log. but no fax port was properly set up to
answer the call. At least one fax port needs
to be set to “Receive faxes” or “Send and
receive faxes.” For details on status settings,
see “Setting up the fax ports” in Chapter 16,
“Setting up the optional Active Fax package.”
The Fax Port Settings screen does not Go to the voice messaging system directory
display the same number of ports as (typically this is C:\VMAIL) and type
there are fax boards installed. RECONFIG. Answer the on-screen prompts.

TROUBLESHOOTING 297
Troubleshooting Rnet

This topic offers suggestions for trouble-


shooting common Rnet problems.
Note After troubleshooting any problem,
reset “Current number of failures” to 0
(zero) on the Remote Sites screen. This
field records the number of times an error
condition occurred since the last successful
communication with the site. If this number
is equal to the number set for “Maximum
failed calls,” the local site will not send
messages to the remote site.

General use problems


Problem Solution
Local site is not dialing out at the specified Verify that the “Phone #1” check box
message delivery time. is selected. If you are using a second
delivery telephone number, verify that
“Phone #2” is selected also.
Local site is still not dialing out, even Type 0 in the “Current number of fail-
though I have solved a problem that was ures” field on the Remote Sites screen.
stopping message delivery on a remote site. This resets the remote site to active
status.

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TROUBLESHOOTING RNET

Last Call Status Messages


Each time a local site attempts to deliver
voice messages to a remote site, a status
message is displayed in the “Last call status”
field on the corresponding Remote Sites
screen. Each status message is described
in the table below. When a status message
is displayed, indicating that a problem
occurred during message transfer, steps
to resolve the problem are also given.

Last Call Status Problem Solution


Message
Bad Local ID The local site was attempting to Look at the “Country code,”
deliver messages to the remote “Area code,” and “Telephone
site, but the remote site rejected number” on the Local Site
the local site ID because the Setup screen on the local voice
identification number the local messaging system’s console.
voice messaging system used Next, ask the remote site’s
did not match the identification system manager to tell you the
number stored on the remote “Country code,” “Area code,”
site’s voice messaging console. and “Telephone number” on
the Remote Sites screen for the
local voice messaging system.
The two sets of numbers must
be identical. If they are not
identical, change one set.
Disk Full The hard disk on the remote site Contact the system manager at
is full and cannot accept any new the remote location. Have him
messages. or her urge subscribers to
review and delete messages
from the remote system.

TROUBLESHOOTING 299
TROUBLESHOOTING RNET

Last Call Problem Solution


Status
Message
Frame Error One of the sites detected a data Adjust the local voice messaging
frame error during message system’s touchtone sensitivity. To
delivery to the remote site. The adjust touchtone duration on the
AMIS Messaging Package evalu- voice messaging system, modify
ates each message’s data frame the settings for Dialout DTMF
during receipt to make sure it is Duration on the Telephone System
complete. The data frame is a Setup screen. For other brands of
series of signals sent in an AMIS- voice messaging systems, use the
standard syntax. If the frame is appropriate part of the applica-
incomplete or has the wrong tion. If the problem persists, test
sequence, the message cannot the line for low-level DTMF
be received. The AMIS Messaging volume by using a digit-grabber.
Package makes three attempts to
receive it. Frame errors generally
result from touchtone-related
problems on either the local or
remote site. The touchtones are
not of sufficient volume or
duration.
No Answer This message appears any time If you repeatedly get this error,
the local site cannot make a verify that you have the correct
connection with a remote site delivery telephone number for the
because of a busy signal or ring- remote site. Try calling the remote
no-answer at the remote site. site during the specified delivery
times and check if the lines are
busy or not answering. Make as
many calls as necessary to validate
that the remote site is answering
with reasonable certainty.
No Error This confirms that message
delivery was completed success-
fully.

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TROUBLESHOOTING RNET

Last Call Problem Solution


Status
Message
Site Aborted The remote site terminated Contact the system manager at the
the local site’s delivery attempt remote site to determine the
because of problems at the source of the problem.
remote site or problems
during transmission.
Not Accepting The remote site is not accepting Call the system manager at the
incoming calls from the local site. remote site. Check that your local
This occurs if the remote site has site has been entered into the
specified that it is not accepting remote site’s voice messaging
incoming calls from any network system. Also check that “Accept
sites. incoming network calls” has been
selected on the remote site’s Local
Site Setup screen.
Protocol Error Protocol errors may result from Communications cannot take
either syntax errors or a software place under these circumstances.
version that does not adhere to Check with the system manager at
the latest AMIS standards. the remote site to confirm that the
two systems are using software
versions which both adhere to the
latest AMIS standards. If problems
persist, contact Technical Support.
Record Error The remote site encountered an Adjust the local voice messaging
error when attempting to record system’s touchtone sensitivity. To
the message. This may result adjust touchtone duration on the
from a problem with the local voice messaging system, modify
voice messaging system, or an the settings for “Dialout DTMF
interruption in telephone system duration” on the Telephone
communications. System Setup screen. For other
brands of voice messaging sys-
tems, use the appropriate part of
the application. If the problem
persists, test the line for low-level
DTMF volume by using a digit-
grabber.

TROUBLESHOOTING 301
TROUBLESHOOTING RNET

Last Call Problem Solution


Status
Message
Screened The remote site is not accepting This may not actually be a prob-
calls from this local site. lem. Ask the remote site’s system
manager to look at the Remote
Sites screen that is set up for this
local system. If “Accept messages
from remote site” is cleared, then
the local system is restricted from
delivering messages to the remote
site. To lift this restriction, have the
system manager at the remote site
select the box.
Timeout After waiting for the AMIS-stan- Contact the system manager at
dard period of time, the AMIS the remote system. Check that the
Messaging Package received no other system is running properly
data or reply. The AMIS Messaging and that communications were not
Package does attempt to resume interrupted.
communications, but disconnects
if no reply signal is returned.
Version Error The remote site is expecting the This error message should never
local site to use an extension to the occur between two Active Voice
AMIS protocol. systems. If the remote site is not
an Active Voice system, check with
the manufacturer of the remote
site’s system to verify that it can
use the AMIS analog protocol.

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TROUBLESHOOTING RNET

Last Call Problem Solution


Status
Message
Wrong The local system is not getting the Verify that you have entered the
Number expected tone response after it correct delivery telephone number
connects with the remote site’s for the remote site. When the
system. delivery telephone number that
the local system dials is answered,
the local voice messaging system
sends a “C” tone and says, “Please
press 1 to disconnect.” If a person
answers the telephone and
presses 1, the voice messaging
system considers this call a wrong
number. In general, when the local
voice messaging system dials out
to a remote site and detects a
connection, it expects a “D” tone
in response to the “C” tone that it
sends. If the voice messaging
system receives no “D” tone, or if it
receives anything else, it classifies
the call as a wrong number, sets
the “Number of failures” field to
the maximum value, and does not
dial that remote site again.

TROUBLESHOOTING 303
A P P E N D I X • A

Hardware IRQ
and base address
settings

Hardware IRQ and base address settings ....... 306

HARDWARE IRQ AND BASE ADDRESS SETTINGS 305


Hardware IRQ and base address settings

The following table describes the IRQ


settings and base addresses for all hardware
devices that the voice messaging system
uses. Refer to this table when installing a
hardware device to prevent the use of an
IRQ and base address that are already in
use.

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HARDWARE IRQ AND BASE ADDRESS SETTINGS

Device I/O port base address IRQ


Bus mouse 3A0 hexadecimal IRQ15
DS-100 multiport serial card (PMS Integra- 120 hexadecimal (COM11) IRQ11
tion with serial telephone integration)
LPT1 (system key) 0378 hexadecimal IRQ7
Modem 02F8 hexadecimal (COM2) IRQ3
NE2000 NIC 300 hexadecimal IRQ10
PS/2 mouse Not applicable IRQ12
Serial port 03F8 hexadecimal (COM1) IRQ4
VB-PC Integration 220 hexadecimal IRQ11
D4x voice board Not applicable IRQ5
D81A voice board 340 and 344 hexadecimal IRQ5

HARDWARE IRQ AND BASE ADDRESS SETTINGS 307


A P P E N D I X • B

Console access
software

Console access software .................................... 310

CONSOLE ACCESS SOFTWARE 309


Console access software

Tasks allowed Remote Laptop Network Access


Maintenance Access
Install the voice messaging system from
disks
Isolate hardware problems
Edit CONFIG.SYS and AUTOEXEC.BAT Yes Yes
View the port status in real time Yes Yes
Run ScanDisk to diagnose the hard disk Yes Yes
Run D40CHK to diagnose the voice Yes Yes
boards
Run DBFIX, DBCHK, and other utilities Yes Yes
to diagnose the Database
Edit files in DOS Yes Yes
Maintain mailboxes Yes Yes Yes

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CONSOLE ACCESS SOFTWARE

Tasks allowed Remote Laptop Network Access


Maintenance Access
Transfer files Yes Yes
View the Call log and other reports Yes Yes Yes
View serial activity (PMS) Yes Yes

Change the quiet threshold Yes Yes Only if using


Bicom boards
Run the Call Progress utility Yes Yes
Toolkit options:
Start the voice messaging system
Backup or restore a floppy Yes
Diagnose and repair a hard disk Yes
Optimize a hard disk
Schedule hard disk optimization
Use the maintenance tools

CONSOLE ACCESS SOFTWARE 311


A P P E N D I X • C

Hardware
Documentation

HARDWARE DOCUMENTATION 313


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Index

INDEX 351
Index

Special characters automated attendant


, (comma) 61 described 52
$ used in system IDs 55 setting up system to use 76
$GREETING 76 setting up voice ports 102
$GREETINGS 40 transfer types for 58
% (percent) 61 automatic directory assistance
& (ampersand) 61 accessing 80
; (semicolon) 61, 239 activating 66
0 (zero), to reach operator 88 automatic transfer to extension 66
24-hour schedule 109 by first name 81, 132
25-to-9 Pin connection, wiring information 220 by last name 81
described 80
listing subscriber in 129
A
setting up 80
Access Options screen 39, 126
vs. numeric directory assistance 82
accessing external line 60
Automatic Replog Collection
Action After Greeting screen 120
anti-virus program requirement 259
actions after greeting 57
Call Report Aging field 258
Active Fax
configuring communication parameters 260
adding to existing system 8
configuring settings remotely 258
connecting fax board 30, 48
downloading Call logs 262
hardware requirements 17, 45
extracting archived call log reports 264
memory requirements 12, 36
installing 259
setting up 235
loading DAILY.BAT 260
adapters
MS-DOS version requirement 259
null modem 220, 284
OS surrender 258
video 12
preparing remote sites 265
ALT key, special considerations 174
running an initial session 260
ampersand (&) 61
setting up the site information database 260
analog extension, voice port 27
specifying archiving time 258
archive file, Call logs 264
system requirements 259
audiotext
verifying phone book settings 258
backing up 145
AVSWITCH.*, updating 273
described 52
Await answer 58
setting up menus 53
auto-apply 193
AUTOEXEC.000 39

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B–C

B C
backup Call log
floppy disk vs. tape 144 downloading from remote sites 262
recommendations 145 fax-on-demand error message 241
using Toolkit 144 number of days saved 66
when to make one 146 Call menu option 164
bad ID, how system handles 66 call progress
“Bad local ID,” Rnet status message 299 frequency-based 4
Banner screen troubleshooting 270
“Collision,” port status message 270 call screening
M189-3 E9-0 D0 appears 297 configuring transfer types for 58
M238-36 E9-0 Dx appears 297 described 52
baud rate setting up for subscriber 119
configuring for Automatic Replog Call Transfer screen 116
Collection 258, 260 calling area, restricting for fax-on-demand 243
configuring for PMS Integration 219 check-in, testing PMS Integration 231
Laptop Access, configuring for 187 checkout, testing PMS Integration 233
modem requirements 13 circular hunt groups vs. terminal hunt
PMS Integration, configuring for 291 groups 26
Remote Maintenance, clock, configuring for system 14
configuring for 154, 161 CNG option 93
BBS, connecting with 181 “Collision,” port status message 270
Bicom voice board 4 COM ports
billing log 179 Automatic Replog Collection 260
bulletin board service (BBS) 183 hardware assignments 306
bus mouse 214, 306 PMS Integration 216
busy Remote Maintenance 154, 161
extension 58 comma (,)
fax machine 96, 240 to insert pause 61, 239
busy tone, recorded in message 270 to override access code 60
communication parameters
for Automatic Replog Collection 258, 260
for PMS Integration 217
communication settings
for PMS Integration 291
for Remote Maintenance 155, 161
communications not occurring, PMS 284

INDEX 353
C–D

computer demonstration copy, system key not


configuring IP address 25 found 23, 24
kit requirements 12 dial out, voice port settings 103
no monitor and keyboard 3 dial tone, recorded in message 270
update requirements 35 dialing characters
CONFIG.000 39 interferring with fax delivery 239
configuration, changing 49 list of 61
connection dialing external line 60
LAN 30, 48 DID, voice port setting 103
telephone system 28 digit-trap 105
with PMS 220 dip switches 286
conversation direct-inward-dialing (DID), voice port
changing for subscribers 126 setting 103
fax mail 247 directories 171, 173
system manager 4 directory groups 83
traditional order 39 Directory Groups screen 84
using to change directory listing 80 directory listing, changing 80
Conversation screen 126 directory menu 83
cover sheet, logo stretched 293 Directory Menu screen 86
CP utility 270, 273 disconnect
inserting 61
system not detecting 270
D
disconnecting from host computer 167
DAILY.BAT 260
disk defragmentation, using Toolkit 2
day mode 78, 106
disk diagnostics 2, 189
Default fax ID 244
disk full, notifying subscribers 66
default hotel guest, worksheet 200
“Disk full,” Rnet status message 299
default phone book entry 154,161
disk, not write-protected 186
default subscriber
dispatch, message distribution 139
described 114
distribute messages 139
setting up mailboxes 114
DoubleSpace 35
setting up personal fax boxes 244
downloading Call logs from remote sites 257
Default Subscriber Summary screen 114
drivers
defective hardware 268
for Network Access 278
deleting
for voice boards 272
message group owners 138
DriveSpace 14, 35
messages (hard disk is full) 66
duplicate file names 170
personal fax boxes 244

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E–F

E F
edit messages 120, 247 fax board
enrollment 129, 130 connecting 30, 48
error messages installing 17, 45
“Collision” on Banner screen 270 waiting for fax tone 239
demonstration copy, system key not fax delivery
found 23 limiting fax-on-demand requests 239
fax mail not delivered 241 limiting page count 239
M189-3 E9-0 D0 297 resending faxes 240
M238-36 E9-0 Dx 297 restricting dialing area 243
Rnet 299 setting up for personal fax mailbox 247
errors, notifying subscribers 66 Fax Delivery Setup screen 241
exchange 242 fax detect
Extended Toolkit, installing 44 automatic vs. manual 93
Extension ID field and PMS Integration 233 setting up system for 92
extension number troubleshooting 269
addressing messages by 128 Fax Handling screen 246
as part of personal fax box ID 244 fax ID, Public fax box 95
as part of personal ID 114 fax library, limiting number of requested
assigning to fax ports 236 documents 239
busy 58 fax machine
transfer calls to 116 busy 96, 240
external callers connecting for Public Fax box 92
exchanging two-way messages 140 transferring faxes to 95
reviewing messages 120, 247 fax mail
telephone number for system 68 adding personal fax mailboxes 245
transferring to extension 116 deleting personal fax mailboxes 244
with different telephone keypads 70 delivered upon request 247
external lines delivery options 247
accessing through fax ports 239 described 235
accessing through voice ports 60 error mesage when not delivered 241
programming for system 27 high volume of 240
pulse dialing vs. tone dialing 61 immediate delivery 247
special dialing characters 61 limiting page count 239
telephone number for system 68 notifying subscriber of 247
testing 29 setting up fax ports for 237
extracting Call log files 264 subscriber is not notified of 246
Fax Port Settings screen 236

INDEX 355
F–H

fax ports G
accepting fax library submissions 237 General Settings screen
adding to existing system 45 automatic directory assistance 80
setting up 237 Automatic Replog Collection 258
fax tone described 66
fax board waiting for 239 message groups 138
system detects 92, 93 general tone detection 270
system is not detecting 269 greeting
fax-on-demand actions after greeting 57
delivery options 239 described 56
described 235 transferring caller to 116
error message when fax not delivered 241 Greeting keys 40
limit on documents requested 239 group hunting code 27
restricting dialing area 243 GTD (general tone detection) 270
setting up fax ports for 237 GTDETECT utility 270, 273
faxes guests 140
changing headers 239 See also hotel guests
limiting for fax-on-demand delivery 239
logo stretched 293
H
system automatically detects 92
hangup supervision, troubleshooting 270
transferring to Public Fax box 95
hard disk
voice annotation 96
backing up 145
FDISK 15
full 66
features, PMS Integration package 213
increasing available space 36
File Menu screen, described 169
kit requirements 12, 14
files
optimizing 36
deleting 172
partitioning and formatting 14
editing 174
saving messages on 66, 120
managing with Laptop Access 189
update requirements 35
overwriting duplicates 170
hardware
transferring 182
adding to existing system 42
viewing 173
IRQ and base address assignments 306
first name, directory assistance by 81, 132
kit requirements 16
floppy disks 144
optional package requirements 17
formatting, hard disk 15
PMS Integration 215
“Frame error,” Rnet status message 300
programming telephone system 26
frequency-based call progress 4
returning for credit 268
full, hard disk is 66
troubleshooting 268

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H-J

Hitachi/WelCOMM hotel guests


communicating with voice messaging setting up security codes 229
system 228 testing PMS Integration features 230
communication settings 291 Hotel Guests Summary screen 230
connecting the systems 227 hotel information service
message integrity 226 set up 207
setting communication parameters 217 transaction box 207
holding hunt group number 68
configuring transfer type for 58 hunt groups 26
for fax machine 97
for operator 91
I
for subscriber 118
ID if no TTs 40
setting up voice ports 102
incoming calls
touchtone vs. voice-detect 91, 97, 118
number of rings to wait 104
holiday schedule 109
setting up voice ports 102
home telephone, deliver messages to 122
installing
hookswitch flash 29, 61
Automatic Replog Collection 259
Hospitality, adding to existing system 8
kit 7
system options worksheet 196, 197
MS-DOS 15
troubleshooting 280
optional packages 6, 8
host computer
PMS Integration software 219
configuring phone book entry 155
VoiceMate 7
connecting with support computer 165
Integration Options screen 60
described 151
integration software 27
disconnecting from 167
integrations, serial port requirements 215
login and password 154, 162, 187
interface software, PMS 213
more than one 164
interrupt conflicts, avoiding 306
no direct line to modem 164
invalid ID, how system handles 66
restarts abruptly 167
IP address
telephone line not released 167
configuring for computer 25, 49
transferring files 171
typing at internet browser 193
troubleshooting 275
IRQ assignments 306
unsuccessful wait-dial-in setup 275
hotel guest action after greeting, worksheet 204
hotel guest call handling, worksheet 202 J
hotel guest conversation, worksheet 198 jacks, connecting to 30
hotel guest directory, troubleshooting 281
hotel guest mailboxes
adding 206
PMS integration 206

INDEX 357
I–M

K logo stretched 293


keyboard and monitor long-distance calls, restricting for fax
system does not have 3 delivery 243
tasks that require 13 loopback tester 283
keypad maps
changing 71
M
code displayed 66
M189-3 E9-0 D0 297
kits
M238-36 E9-0 Dx 297
computer requirements 12
mailboxes
hardware requirements 16
adding 132
improving performance 12
setting up 114
installation overview 7
maintenance utilities, scheduling 66
installing software 19
master hunt group number 68
troubleshooting 268, 292
MemMaker 14, 35
memory
L adding 36
languages, adding to existing system 44 kit requirements 12
Laptop Access 189 update requirements 35
last call status messages 299 menus
last name for numeric directory assistance 86
addressing messages by 128 setting up with audiotext 53
directory assistance by 81 message delivery
lettered keypad, system IDs 54 configuring voice ports 102
limit setting up 122
calling area for fax-on-demand 243 message groups
fax page count 239 numbered name vs. spelled name 138
number of faxes from library 239 open vs. private 139
line splitter 28 ownership 138
local calls, restrict fax delivery to 243 sending messages to 138
local ID, rejected by remote site 299 setting up 136
local site system ID 66
not delivering messages 298 message integrity, Hitachi/WelCOMM 226
setting up for Rnet 252 message waiting indication
login and password activating 122
Automatic Replog Collection 258 setting up voice ports 102
Laptop Access 187 testing PMS Integration 232
Remote Maintenance 154, 162

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M–N

messages multilingual guest conversation


announce length 126 activation of 208
backing up 145 installation of 208
broadcast vs. dispatch 139 multiport serial board
delaying delivery of 126 connecting with PMS 224
forwarding 126 IRQ assignment 306
global settings 66 requirements 214
in Public Fax box 96 multitasking, during Remote Maintenance
limiting length 120 session 166
marking urgent 120, 126
notifying subscribers of 122
N
number of days saved 66
NETLOAD 278
private 126
Netscape Navigator 3, 193
reviewing and editing 120, 247
Network Access
saved and archived 120
adding to existing system 44
time stamp 14
configuring the IP address for VoiceMate 25
Microsoft Internet Explorer 3, 193
hardware requirements 17, 44
modem
making LAN connection 30, 48
cannot dial directly 164
troubleshooting 278
external, requirements for 13, 35
using 192
IRQ assignment 306
verifying key activation 279
not answering 189
network interface card 44, 306
Remote Maintenance requirements 13
new features
telephone number, formatting 163
Replay 3.0 2
type not listed 154, 161
Replay Plus 6.71 4
mouse devices
night mode 78, 106
bus vs. serial 214
no answer
disabling on support computer 159
at subscriber’s extension 58
IRQ assignments 306
when submitting fax library documents 295
types available 3
“No answer,” Rnet status message 300
mouse driver, Remote Maintenance 153
no communications, PMS Integration 284
MS-DOS
“No error,” Rnet status message 300
backing up 145
no recording time, notifying subscribers 66
DoubleSpace 35
North American SmartDialing, setting up 243
DriveSpace 35
“Not accepting,” Rnet status message 301
FDISK utility 15
Notification screen 122
installing 15
Null modem adapter 284
MemMaker 14, 35
null modem adapter 220
memory requirement 13
version requirement 12

INDEX 359
N–P

numbered keypad optional packages


message groups 138 adding to existing system 42
setting up a directory 82 as part of installation 6
numeric directory assistance 82 available with Replay 3.0 44
rerecording prompts 87 available with Replay Plus 6.71 45
setting up 82 hardware requirements 17, 44
kit 18
list of 6
O
OS surrender 66, 258
off-hook, voice ports 103
outdial access code 60
open message groups 139
Override outdial length default digits field 60
opening greeting
overwriting files 170
day mode and night mode 78
ownership, message groups 138
how update affects 40
no touchtone pressed 79
planning examples and tips 78 P
planning for directory assistance 86 pager, deliver messages to 122
planning for Public fax box 93 parallel port, used by printer 18, 23
setting up 76 partitions, hard disk 14
setting up voice ports 79, 104 pause
operating system, Windows 95 259 between fax delivery attempts 240
operator inserting 61
messages for 88 when dialing fax number 239
not available 91 PCL number 268
transferring callers to 57, 88 percent (%) 61
Operator box performance, improving computer’s 12
function 79 Personal ID field and PMS Integration 233
system ID 55 personal IDs, creating for subscribers 114
setting up 88 phone book entry
Operator Box screen 88 Automatic Replog Collection 258
Operator ID, prompted for 179 configuring for host computer 155
optimizing hard disk 36 configuring for support computer 162
default 161
Laptop Access 187
play new messages hands-free 126
PMS, hotel guest mailbox 206

360 TECHNICIAN’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71


P-R

PMS Integration public messages


adding to existing system 8 described 98
communication settings 291 in Public Fax box 96
connecting systems 227 notifying subscriber of 129
delayed data transmission 230 saved 99
Extension ID and Personal ID 233 Public Settings screen 92, 98
features available 213 pulse dialing vs. tone dialing 61
hardware requirements 220
installing software 219
Q
PMS.INI and SBPMS.INI 219, 285
Quick connect option 164
protocol 217, 285
security codes 229
serial mouse vs. bus mouse 214 R
serial port requirements 215 real time port status 31, 193
setting communication parameters 217 receipts for messages 126
testing features 233 receive, pin assignment 220
troubleshooting 282 RECONFIG command 49
PMS Integration with serial telephone integration reconfiguration program 49
connecting the systems 225 “Record error,” Rnet status message 301
installing software 216 recording time 13, 36
serial port conflicts 214 recordings, global settings 66
PMS.INI 219, 285 refund, for hardware 268
pooled ringing, activating 27 Release 58
Port Settings screen REMAP command 70
described 100 REMAP.LOG 70
pooled ringing 27 Remote Maintenance
Replay Plus updates 40 accessing Main menu 158
port status, real time 31, 193 choosing modem type 154
printer cable and parallel port 18, 23 computer requirements 153
private, marking messages as 126 configuring host computer phone book
private message groups 139 entry 155
prompt, rerecording for numeric directory 87 configuring support computer’s phone
property management system. See PMS book 162
“Protocol error,” Rnet status message 301 connecting telephone line 30
protocol, PMS 217, 285 deleting files 172
Public Fax box 92 disconnecting 167
editing files 174
ensuring stable connection 153
host computer vs. support computer 151

INDEX 361
R-S

Remote Maintenance continued problems sending and receiving


initiating a connection 165 messages 298
installing on support computer 156 setting up a local site 252
loading into memory 158 setting up remote sites 254
login and password 154, 162 testing the Rnet setup 256
modem connection vs. serial connection 186 troubleshooting 298
modem not answering 189 Rnet Local Site Setup screen 252
modem requirements 153 Rnet Remote Site Default Settings screen 253
restarting support computer 175 Rnet Remote Sites screen 254, 298
suspending a session 166 rotary telephone, holding 118
tracking sessions 176 RPTLOGd.m 264
transferring files 182 171 RR command 158
unloading from memory 158
updating support computer 157
S
version 4.0e 153
Sandy Simmons, not created 39
viewing DOS window 174
SBPMS.INI 219, 288
viewing files 173
schedules
remote sites
message delivery 124
setting up for Automatic Replog
setting up 106
Collection 258
voice ports 105
setting up for Rnet 254
scheduling maintenance utilities 66
reorder tone, recorded in message 270
screen saver, activating 193
Replay 2.5, updating from 39
“Screened,” Rnet status message 302
Replay 3.0/Replay Plus 6.71
security codes
new features 2
for hotel guests 229
optional packages available with 44
for subscriber 131
retry
semicolon (;) 61
sending faxes 241
semicolon(;), interferring with fax delivery 239
sending Rnet messages 253
Serial Line Monitor 282
returning hardware for refund 268
serial link
review messages 120, 247
delayed data transmission 230
rings, system waits on incoming calls 104
testing 283
RJ-14 telephone line 28
wiring information 220
RMA (returned material authorization) 268
serial mouse, with PMS Integration 214
Rnet
serial number, on VoiceMate 268
adding to existing system 8
Serial Output To File 283
AMIS protocol 250, 301
last call status messages, described 298
planning the setup 250

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S

serial ports screening and transfer options 119


IRQ assignments 306 setting up mailboxes 114
not enough 215 transferring calls to mailbox 116
testing 283 virtual 138
SESSION.LOG 178 Subscribers And Guests screens
setup options, changing 129 Access Options, after updating system 39
shortcut keys 193 Access Options, described 126
signal ground, pin assignment 220 Action After Greeting screen 120
“Site aborted,” Rnet status message 301 Call Transfer 116
Site Information screen 68 Conversation 126
software Fax Handling 246
adding to existing system 46 Notification 122
installing for kit 18 SUNLOAD command 158
installing for PMS Integration 216 support computer
updating 38 configuring a phone book 162
special keyboard handling 174 connecting with host computer 165
speed, improving computer’s 12 described 151
startup options, fax detect code 93 installing Remote Maintenance 156
station number, assigning to voice ports 104 restarting host computer 175
status stability 153
fax ports 237 transferring files 171
Rnet delivery 298 troubleshooting 274
voice ports 102 updating Remote Maintenance 157
subscribers switchhook transfers, testing 29
adding 132 SYSMGR 39
as message group owners 138 system errors, notifying subscribers 66
assigning system manager status 134 system IDs
changing conversation 126 conflicts 70
configuring access options 126 described 54
default 114 fax ID 95
directory listing 80 guest personal ID 140
enrolling 129, 130 hidden 55, 95
exchanging messages with external invalid 66
callers 140 numbered message groups 138
holding 118 Operator box 90
how update affects 39 personal fax box IDs 244
notifying of system errors 66 personal IDs 114
public messages access 98, 129 planning 55

INDEX 363
S–T

system key programming 26


connecting 18, 23 testing connection with voice messaging
IRQ assignment 306 system 28
not found 23 using special features 26
parallel port conflict 18, 23 Telephone System Setup screen 60, 65, 228
reprogrammable 2 terminal hunt group vs. circular hunt groups 26
troubleshooting 284 testing
updating voice messaging system 38 PMS Integration features 233
system manager 39, 134 Rnet deliveries 256
system manager conversation 4, 134 serial link 283
System Schedules screen 106 system key 23
telephone system programming 28
text message notification, testing 231
T
time, configuring clock 15
T access code 39
time stamp on messages 14, 15
tall hotel
“Timeout,” Rnet status message 302
integration option 203
tone dialing vs. pulse dialing 61
troubleshooting 281
tone parameters, updating 270
tape backup
Toolkit
adding to existing system 44
accessing 147
hardware requirements 17, 44
backing up with 144
installing, kit 19
functions 2
vs. floppy disk backup 144
optimizing hard disk 36
tape drive, when to install for kit 17
TOPTIONS 183
TECH 39
touchtone, holding 91, 97, 118
Technical Support 287
touchtone keys, opening greeting 79
TED.EXE 174
Transaction Box Summary screen 76
telephone, enrolling from 129
transaction boxes
telephone integration software 27
building menus 53
telephone lines 30
for opening greeting 76
telephone number
formerly Greeting Keys 40
at top of fax 239
hotel information service 207
configuring for modem 163
transfer action, off vs. on 56
the three parts of 242
transfer options for subscribers 119
telephone system
transfer types 58
communicating with voice messaging
transfer-greeting-action structure 56
system 65
transferring caller to subscribers extension or
connecting with voice messaging system 30
greeting 116
integration 287
transferring files 171
master hunt group number 68

364 TECHNICIAN’S GUIDE REPLAY 3.0 • REPLAY PLUS 6.70 / 6.71


T–V

transmit, pin assignment 220 utilities


troubleshooting DoubleSpace and DriveSpace 35
Active Fax 292 for resolving tone detection 270
call progress and general tone detection 270 MemMaker 35
demonstration copy, system key not reconfiguration program 49
found 24 REMAP 70
fax detection problems 269 scheduling 66
hardware 268 TED 174
hospitality 280
hotel guest directory 281
V
Network Access 278
version
PMS Integration 282
compatibility for Remote Maintenance 153
Remote Maintenance 274
compatibility for Rnet 250
tall hotel 281
new features 2
wake-up call 280
updating voice messaging system 8
twenty-four-hour schedule 109
viewing 34
two-way messages, exchanging with external
version 4.0e, Remote Maintenance, updating
callers 140
from 157
“Version error,” Rnet status message 302
U VGA video adapter 12
unaddressed fax mail cover sheet 294 virtual subscribers 138
unavailable, operator 91 voice annotation, with faxes 96, 246
uncompressing Call logs 264 voice boards
updating adding new type 42
configuration files 39 adding same type 44
Greeting keys gone 40 Bicom, frequency-based call progress 4
Remote Maintenance 157 connecting 30
voice messaging system 8 IRQ assignment 306
Upgrade card 38, 47 resolving tone detection problems 270
urgent messages 120, 126 verifying driver in memory 272
USECPC utility 270, 272 voice mail 52, 114

INDEX 365
V-Z

voice messaging system Voice switch option 164


adding optional packages 8 voice-detect, holding 91, 97, 118
automated attendant 76 VoiceMate
backing up 144 configuring IP address 25
configuring for telephone system 65 installing 7
configuring IP address 25 troubleshooting 268
connecting with PMS 227
connecting with telephone system 30
W
day mode vs. night mode 106
Wait for ringback 58
dialing external telephone number 60
wake-up call
faxes, automatically routing 92
troubleshooting 280
hardware requirements, kit 16
worksheet 199
installing software, kit 19
wildcard numbers 139
master hunt group number 68
Windows 95 14, 259
modem not answering 189
wiring information, 25-to-9 pin 220
number of external lines 68
worksheet
planning with customer 52
default hotel guest 200, 201
restarting remotely 175
hospitality system options 196, 197
schedules 106
hotel guest action after greeting 204
starts as demonstration copy 23
hotel guest call handling 202
telephone number for external callers 68
hotel guest conversation 198
testing telephone system connection 28
wake-up call 199
transferring calls 56
write-protect tab 186
troubleshooting remotely 150
wrong ID, how system handles 66
updating 8
“Wrong number,” Rnet status message 303
voice ports
answering with opening greeting 79
as analog extensions 27 X–Z
assigning station numbers 104 XMODEM protocol 183
circular hunt groups vs. terminal hunt
groups 26
display “Collision” 270
pooled ringing 27
routing calls when busy 27
setting off-hook 103
setting up 100
testing 28, 31

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