VRT II User Manual for 3.5 and greater
Contents
1. sesenta 53 Appendix A System Setup amp Testing Guide eese A 1 Appendix B Making Cables for the VRT ll eese B 1 Appendix C Re recording Voice C 1 Appendix D VET D 1 Setting up the VRT II System Managers What s in This Section for You In this section you ll learn to Set up CS accounts for VRT II users Set up passcards for VRT II users Add new VRT II event codes Overview The Voice Response Terminal VRT Il is a complete hardware and software communications system that provides a way for service technicians alarm dealers and customers to access the Central Station and Service computer system from a remote location using a touch tone telephone This allows a service technician alarm dealers or a subscriber to control and update the status of an account such as placing the account on and off test without the intervention of a CS operator What You Will Need To install each VRT II you will need VRT II personal computer monitor and keyboard Dialogic voice card This may already have been installed for you by MAS Analog telephone cable Data cable If you wish to make your own cable refer to Appendix B One computer port on the host Central Station computer system Make a note of the port number you usefor future2. 5 You will be prompted to enter a resolution code Enter the appropriate resolution code then press 3E If the resolution code you entered is valid the VRT II will inform you that the resolution code was successfully logged If the resolution code you entered is not valid or cannot belogged the VRT II will inform you that it cannot log that resolution code Voice Response Terminal VRT Il Using the VRT Il 39 Changing Another Ticket To change to another subscriber s account follow these steps 1 2 Log onto the VRT At theM ain M enu press 2 to go to the Ticket M enu At the Ticket M enu press 6 to choose the Change Ticket option If you select the option of changing to another ticket you will be prompted to enter the subscriber s account number If the account number you enter is valid you will hear the subscriber s account information then you ll be prompted to enter a ticket number Enter the ticket number You will hear the ticket s status your status and the mail status for that ticket as described in TICKET MENU Functions 40 Using the VRT II Voice Response Terminal VRT Il Voice Mail The VRT II allows you to hear or to leave voice mail about a particular account or ticket to leave message for another VRT II user or to hear your messages Listening to Voice Mail Messages When you access the option to hear voice mail messages you will be informed of the number of messages there are for you
3. 42 Using the VRT II Subscribers Accessing the VRT Il iiie eec err ec e o ee oe re eer ee oe us 45 Aborting an Alartn tee ee elettrici brenda nce t nece te been De t eere HER Eds 46 Placing Your Account on tein natnra snas tatnen 46 Clearing Your Account From Test sss eene trennen ennt trennen ettet etate nnn 47 Managing the VRT Il System Monitoring Communication between the VRT and the Host sees 49 Monitoring Communication between the VRT and Dialogic Voice Card 49 Writing the Operations Log Window to a File ssssesssssseseeeeenneneene nennen nnne nennen nnns 49 Resetting a Telephone 50 Shutting Down the VRT 50 Purging and Repairing M essage Files sse nnne nnne nnne trennen 51 Troubleshooting 1 52 Modifying the FIG VSP File sess nennen nennen tne nntntn treten tnit tne retener tenni nnns 52 Changing Between COM 1 COM 2 nete entren nnne ene 53 Changing the Wait Time for Host Responses nennen nennen nnn nnns 53 Modifying Call Transfer 53 Saving Modifications to the CON FIG VSP File
4. 6 Insert the DOS installation diskette into the diskette drive and power up the system As the DOS installation procedures run you need to set the following a Choose the desired drive to install DOS b Set the correct date and time C Choose the option Do not run the DOS shall d Choose the option Allocate all free hard disk space Appendix A 6 Voice Response Terminal VRTII 7 After the installation is complete the DOS prompt will be displayed Install the VRT II software as described in Setting up Your VRT II Software 8 After the VRT II software has been installed you may test the VRT on a host system To prepare the system for testing perform the following steps a Install one end of the host cable into the COMM port you selected and the other end into the host system b Plug the phone box into the loop start card C Plug phone lines into the jacks on the phone box when you wish to dial into the VRT An adapter cable is required to convert the RJ 14 telephone jack into two RJ 11 telephone jacks Voice Response Terminal VRT II Appendix A 7 Notes Appendix A 8 Voice Response Terminal VRTII Appendix B Making Cables for the VRT Il This section describes the how to make cables to connect the VRT II PC with a host computer IBM RS 6000 Host VRT 25 Pin Female Concentrator 25 Pin Female M 4 5 jumpered p 6 8 20 jumpered IBM RS 6000 Host VRT 9 Pin Female Concentrator 25 Pin Female V
5. Monitoring Automation Systems VRT Il User Manual For Versions 3 5 and greater Monitoring Automation Systems 101 Academy Suite 100 Irvine CA 92612 714 737 7800 VRT II Users Manual Versions 3 5 and greater July 1998 Copyright M onitoring Automation Systems 1998 NOTICE Monitoring Automation Systems MAS has produced this document for the use of its personnel and customers The information contained herein is the property of MAS and the contents shall not be reproduced in whole or in part without the written consent of MAS In no event shall MAS be liable for any incidental indirect special or consequential damages whatsoever arising out of or related to this document or the information contained herein even if MAS has been advised knew of or should have known of the possibility of such damages Contents Setting up the VRT Il System Managers What s in This Section for YOU ssssssssessseseseeeenenne nne 1 eau EE 1 What You WITTEN Ged os 1 Setting up the VRT II strat 2 Installing the VRT II Software ssessssesseseeesessesnetn enne tn ante tns tn enean etes n sth atras tn natn teens tren etras 3 hanging System etre dace eee 6 Preparing Your CS System for VRT 1 11 Setting up Each VRT II for Com
6. SUN Systems RECEIVER TYPE DESCR VRTII VRTII INPUT PROCESSING PROGRAMS CSOVRTII BAUD CHAR PARITY STOP 9600 8 N 10 12 Setting Up the VRT II Voice Response Terminal VRT Il The remaining fields on Screen 958 do not have to be completed in order for the VRT II to function correctly Screen 954 Receiver Definition Update For Data General AO S V S based systems set up Screen 954 as shown below The RECEIVER NUMBER and CONSOLE PORT NUMBER should be the port number to which the VRT II is connected In the example shown below the VRT 11 would be connected to port 12 on the host system Data General AOS VS based Systems RECEIVER TYPE DESCR VRTIH BAUD CHAR PARITY STOP 9600 8 N 10 CONSOLE CHAR CMD LINE NO SIGNAL WARNING TIME CONSOLE PORT NUMBER UPDATE For IBM RS 6000 systems and Sun systems you must disable the VRT II s assigned port before you may continue For D ata General AViiON systems you must delete the VRT II s assigned port before you may continue Please call MAS support staff if you need assistance Then set up Screen 954 as shown below The prt Field should be the tty number to which the VRT II is connected In the example below the VRT II is connected to tty 12 Screen 956 CS Generation and Restore Install Changes After you ve set up each VRT II on Screen 954 Receiver D efinition U pdate you re ready to use Screen 956 to complete the process of adding your VRT II to your CS system A
7. TEST RESULTS MENU Functions You may review test results only for accounts that are currently on test To review the test results for the selected account follow these steps LogontotheVRT II 2 AttheM ain M enu press 1 to go to the Account M enu 3 AttheAccount M enu press 2 to go to the Test Results M enu 4 AttheTest Results enu you will be prompted to select from the following options To hear a list of zones tripped during the test First you ll hear the list of zones then you ll hear the list of zones that require a restoral Thelist of zones you hear will not be given in any particular order and does not tell you the number of times the zone was tripped I To hear a list of the signals received during the test First you ll hear a list of the zones tripped in chronological order then you ll hear the list of zones that require a restoral To hear a list of zones that were not tripped during the test e First you ll hear a list of zones that are required to be tested but were not tripped during the test B To hear a list of zones that require a restoral You ll hear the list of zones that require a restoral To dear all unrestored zones To return to the A ccount M enu e v Voice Response Terminal VRT Il Using the VRT II 31 Clearing a Test To clear the selected account from test follow these steps 1 2 Log onto the VRT At ain M enu press 1 to go to the Ac
8. Manu 12384587 8 8 On Test Test Results Zone Menu Menu Menu Review History 1 2 Place Extend List List List on Test Test Signals Untripped Unrestored Received Zones Zones 8 Enter Account Ticket Account and or Ticket 8 Menu Mail M First Tims T 1 2 126 7 8 Change Account Ticket Mail Hear Resolution and Ticket Menu Account Mail Hear Record Ticket Mail Ticket Mail Record Account Mail Change User Status Transfer to the Operator 8 User Mail Menu Hear User Mail Record User Mail Voice Response Terminal VRT Il Using the VRT Il 43 Notes 44 Using the VRT II Voice Response Terminal VRT Il Using the VRT Il Subscribers This section describes how your customers may access your CS system using the VRT II The subscriber may usethe VRT II to abort an alarm place his account on test or dear his account from test For a subscriber to be able to access his account using the VRT II you must assign a passcard to the subscriber s account Passcards are assigned to a subscriber s account on Screen 46 P asscard U pdate When the subscriber calls the VRT II he will be prompted to enter his user number The user number is the subscriber s CS account number The VRT II will check for the TKEY value in the srvPe Field on Screen 42 Account U pdate for subscriber s CS account If TKEY is not entered in the Field the VRT II wil
9. Then you will be presented with the following options To transfer to an operator press 0 To exit press 9 Press the key that corresponds to the option you wish to use If you press 0 you will hear the following message If you press 9 you will hear the following message Thank you for using the VRT Good bye Please wait while I transfer you to an operator The caller will be transferred to a CS operator The caller is disconnected Placing Your Account on Test If your account is not on test when you access the VRT you will hear the following options To place your system on test press 1 To transfer to an operator press 0 To exit press 9 Press the key that corresponds to the option you wish to use If you press 1 you will hear the following message Your system is on test until lt date time gt Thank you for using the VRT Good bye The account is placed on test then the caller is disconnected 46 Managing the VRT Il If you press 0 you will hear the following message Please wait while I transfer you to an operator The caller will be transferred to a CS operator If you press 9 you will hear the following message Thank you for using the VRT Good bye The caller is disconnected without placing the account on test Voice Response Terminal VRTII Clearing Your Account From Test If your account is on test when you access the VRT you will hear the following message Yo
10. 1 99 feo Recorded silence This is used to insert pauses in VRT speech Voice Response Terminal VRT Il Appendix C 1 Listening to a Prompt Press P to listen to a prompt Enter the prompt number from the list and it will be played Recording a Prompt Press R to record aprompt Enter the prompt number to re record confirm that you want to overwrite the existing prompt by pressing Y then press the Space key to begin recording Speak the text of the prompt then press the Space key to end the recording Press P and re enter the prompt number to review the new prompt Editing a Prompt The E command can be used to edit a prompt this is commonly used to remove excess silence from before and after a prompt Exiting When you are finished listening to and recording prompts press Esc You will either return to DOS or to the VRT menu depending on where you came from Note All voice prompts are stored in the file FE_RUN VSP VAP You will want to save a backup copy of this file somewhere so you can restore it if your system crashes or after installing a VRT update from MAS You may atthis time need to record your version of new prompts added by MAS You should install the update run VBASE and L ist all prompts to a file print the file and compare it to the previous version to identify new prompts Then restore your prompt file VSP VA P and record the new prompts Appendix C 2 Voice Response Terminal VRT Il App
11. II will give you current information for the subscriber s account as described in ACCOUNT MENU Functions If you have not already accessed a ticket using the Ticket M enu you will be prompted to enter a ticket number A ticket number may contain up to seven digits Enter the ticket number followed by If the ticket number you entered is valid for the selected subscriber s account the VRT II will give you thefollowing information The status of the ticket The status of a ticket may be one of the following Outstanding Active Cleared Closed Canceled Complete No service employees have been assigned to the ticket One or more service employees have been assigned to the ticket All of the service employees have been cleared from the ticket but the ticket has not been closed All service employees were cleared or recalled from the ticket and it has been closed All service employees were recalled from the ticket and it has been canceled No billable labor was performed The ticket has been closed and passed to Billing Receivables for invoicing Your status on the ticket Your status on a ticket may be one of the following U nassigned Assigned En Route On Site Cleared R ecalled You have not been assigned to the ticket You have been assigned to the ticket You areon your way to the customer s site You have arrived at the customer s site You have completed the job and are lea
12. abort the purge process and return to the menu ARE YOU SURE YOU WANT TO DELETE THESE RECORDS Enter Y to begin purging the selected voice mail messages If thefile has been corrupted then it will be simultaneously repaired as the system is purging the records Once the process is complete you will return to the menu Enter N to abort the purge process and return to the menu Note If you want only to repair the files without deleting any records then specify a cutoff date that wouldn t purge any messages and continue with the purge process by entering Y in the subsequent prompts For example enter 700101 as the cutoff date Because it s unlikely that any messages exist before January 1 1970 nothing will be purged and the system will only repair the message files Voice Response Terminal VRT Il Managing the VRT II 51 Troubleshooting Communications When the VRT is running it will send a keep alive message to the H ost every 30 seconds If it does not receive a response to the keep alive it will indicate that the host is down and will speak an error message to any caller Similarly if the host computer does not receivethe keep alive periodically it will indicate Receiver not Responding on Screen CS 031 You can instruct the VRT to retry the keep alive by entering U1 If the VRT and Host are not communicating you should check that the cable is plugged into the correct COM port that you entered during installation and that the
13. account limits VRT II user s access to that installer s accounts only If the VRT II user needs to access more than one installer s accounts you may use the wildcard installer code for TELCOLN This allows you to usean asterisk asa wildcard valuein TELCOLN For example if the VRT II user needs to access installers 100 through 199 enter 0000001 in TELCOLN Makesure you enter 9 characters in this field ALT ID Oneof the following data entry options must be activated for you by MAS Method 1 The CS account number will be automatically converted to a numeric code that uniquely identifies the subscriber s account The numeric code is displayed as the ALT ID If the CS account number cannot be converted to a unique ALT ID the message D KEY will be displayed Method 2 In ALT ID you may enter an alphanumeric code that uniquely identifies the subscriber s account If the ALT ID code you enter has already been assigned to another account the message D UP KEY will be displayed Method 3 In ALT ID you may enter an alphanumeric code that is not unique to the subscriber s account Warning Because the ALT ID is used by the VRT II to identify a subscriber s account the VRT II cannot access accounts that have been assigned the same ALT ID Voice Response Terminal VRT Il Setting Up the VRT II 19 Assigning Passcards for VRT II Users In addition to the special CS account each VRT II user must be assigned a passcard Passcar
14. expired at 3 30 p m then the VRT would respond by saying 3 30 p m Voice Response Terminal VRT Il Setting Up the VRT Il 9 CUSTOMER TRANSFER DIAL STRING If a subscriber has access to the VRT you might use this field if you want subscribers to go to a different extension than everyone else who accesses the VRT This entry is typically O to transfer to the operator but you may enter any string of digits and characters If no entry is madein this field then the entry made in the STANDARD TRANSFER DIAL STRING field will be used when the user presses ALLOW ACCESS TO ACCOUNTS OUT OF SERVICE Enter Y if you want users to be able to access accounts that are currently out of service Enter N if you do not want accounts that are currently out of serviceto be accessed ABORT TRANSFER DIAL STRING This option is a custom option and not part of the standard VRT product 10 Setting Up the VRT II Voice Response Terminal VRT Il Preparing Your CS System for VRT Il The following screens of your CS System are affected by VRT II Screen 42 Account U pdate Screen 46 U pdate Screen 51 Event Code U pdate Screen 58 Passcard Level U pdate Screen 67 VRT Action Event Code Entry V iew Screen 101 Processing Options Screen 107 Out of Service Category aintenance Screen 110 On Test M aintenance Screen 901 Receiver R edundancy lt Screen 954 Receiver Definition U pdate
15. in the VRT CLEAR REST RES field on Screen 101 Processing Options You may also enter 0 and event code 3981 VRT Clear Unrestored Zones will be used e On Screen 51 Event Code U pdate set up event code 3981 VRT Clear Unrestored Zones if it does not already exist If you specified another event code in the VRT CLEAR REST RES field on Screen 101 then you will need to set up that event code on Screen 51 To disallow this feature and prevent users from clearing unrestored zones using the VRT II enter 1 in the VRT CLEAR REST RES field on Screen 101 Setting up VRT Passcard Levels In order for a subscriber or a technician to be ableto access VRT he she must be assigned a valid passcard level In Screen 58 Passcard Level U pdate you can define the passcard levels that will determine who can access the VRT The field is used to determine which passcard levels can be used for VRT passcards Y ou may enter one of the following values in this field A Customer Alarm user may access the VRT II to abort alarm signals however the user Abort Only may not access the VRT II to place an account on test or dear an account from test B Both A bort and The user may access the VRT II to place an account on test clear an VRT Access account from test or abort alarm signals Y VRT Access The user may access the VRT II to place an account on test or clear an Except A bort account from test however the user may not access the VRT II to a
16. other end is plugged into the correct Host port If you find that you entered the wrong COM port during installation shut down the VRT and exit to DOS Modify the CONFIG VSP file as described in Modifying the CONFIG VSP File Modifying the CONFIG VSP File The CONFIG VSP file helps to control communication done by the VRT II PC In order to be ableto communicate properly you may need to modify the CONFIG VSP file To modify the CONFIG VSP file shut down the VRT by pressing Q and exit to DOS by pressing 7 The file is located on the VRT II PC intheFE RUN directory To modify the CONFIG VSP file type EDIT CONFIG VSP and press Enter CAFE RUNVEDIT CONFIG VSP Use the Page Page Down and arrow keys to move around the file Modifications you may wish to make are described in the following sections 52 Managing the VRT Il Voice Response Terminal VRTII Changing Between 1 and COM2 To communicate on COM 1 the line PHOSTCOM 4 3F8 needs to be appended to the end of this file For COM2 this line must be removed or converted to a remark statement by placing an asterisk at the beginning of the line For Host Cable on COM1 PHOSTCOM 04 3F8 For Host Cable on COM2 PHOSTCOM 04 3F8 Changing the Wait Time for Host Responses PH OST 01 01 01 04 0 1 30 0 E 9600 N 8 1 013 A 013 The highlighted value represents the number of seconds the PC will wait for host responses You may wish to increasethis time if the
17. reference Two standard electrical outlets We recommend using an uninterruptible power supply UPS outlet if available The outlets should be positioned close to the intended location of the VRT II A small screwdriver VRT II Program and Voice Diskette s Voice Response Terminal VRT II Setting Up the VRT Il 1 Setting up the VRT Il Hardware Follow the steps listed below to install your VRT II hardware 1 8 9 Install the Dialogic voice card s if MAS has not already done so For instructions on how to install the Dialogic voice card refer to Appendix A Set up the PC and monitor Plug the monitor into the PC Plug the keyboard into the PC Plug analog telephone lines into the RJ 11 telephone jacks in the 12 line adapter box or into the adapter cable plugged into the end of the 4 line Dialogic voice card s The adapter cable converts an RJ 14 telephone jack into two RJ 11 telephone jacks Connect the free end of the telephone cable to the telephone jack outlet Connect the data cable to the serial port on the back of the PC Note whether the cable is plugged into COM 1 or COM2 Connect the free end of the cable to the appropriate port on your main computer Plug the power cord on the PC and monitor into standard electrical outlets Turn on the PC and the monitor 10 Install the II software as described in the remainder of this section 2 Setting Up the VRT Il Voice Response Terminal VRT Il Ins
18. the secondary transmitter If you choose to place a list of zones on test or to select only zones that are not to be placed on test follow the steps listed below 1 Enter azonenumber If the zone is for a secondary transmitter press the key after entering the zone number 2 Press the pound sign 3 Continue to enter zones in this manner until you have entered the list of zones to be placed on test or the exception list When you are prompted to enter another zone simply press For an initial test the VRT II then prompts you to enter an on test category The on test category is a number between 1 and 20 and describes the type of testing being done or the reason for thetest Enter the appropriate on test category and press After you press the VRT II will inform you whether or not you were successful in placing the selected zones on test or in extending the test How to Extend a Test LogontotheVRT Il 2 AttheM ain M enu press 1to go to the A ccount M enu 3 AttheAccount M enu press 1to go to the On Test M enu 4 AttheOn Test M enu press 2 to extend the current test for the selected account 5 TheVRT will ask you to enter the number of hours that you want the account to remain on test Enter the length of the test in hours and press After you press the VRT II will inform you whether or not you were successful in placing in extending the test 30 Using the VRT II Voice Response Terminal VRT Il
19. w the DB25 connector 1 12line card and ribbon cable 1 Sentinel 1 Multiple RJ 11 connector box phone box 1 Host system port to serial port cable host cable 1 Concentrator adapter cable if necessary DOS installation diskettes VRT II installation diskettes Assembly 1 Install the provided terminator chip in the Terminator Socket on the 12 line card the card without a DB25 connector on the back 2 Take 12 line card and set the IRQ jumper block JP1 and the Interrupt Terminator Block JP7 as follows Switch Configuration Place a jumper on the fourth 4th set of pins from the left of the block IRQ5 Note that IRQ3 is the default and must be ol Jumper installed For the location of these jumper blocks see Figure A 3 Voice Response Terminal VRT Il Appendix A 5 Figure A 3 PCM EXPANSION BUS CONNECTOR BASE VO SWITCH BLOCK SW4 I TERMINATOR SOCKET IRQ JUMPER BLOCK JP1 INTERRUPT TERMINATOR BLOCK 3 Attach the ribbon cable provided to the 12 line card Remove the case from the PC and install this card in the second slot 4 Take the loop start card the one with the DB25 connector on the back install the provided terminator chip and install this card in the top slot Attach the ribbon cable from the 12 line card to this card 5 Close the machine Attach the monitor cable and keyboard to the system Attach the sentinel to the LPT1 port
20. your Central Station uses the MAS Service software and you want to allow callers to perform service related functions using the VRT Enter NO to disablethe service functions INSTALLATION CATEGORY O DISABLED Enter 0 zero to indicate that the VRT should always prompt the caller for a test category when placing an account on test Enter a category from 1 to 20 to indicate that if the account s start date is zero or is today then do not prompt the caller for the test category but usethe category entered here If the start date is not zero and is not today the caller will still be prompted to enter a category Voice Response Terminal VRT II Setting Up the VRT Il 7 ACCESS FAILURES BEFORE DISCONNECTION Enter the number of times the VRT will allow the caller to enter an invalid user number or password before hanging up from 1 to 9 PRE TEST CATEGORY O DISABLED Enter a category from 1 to 20 to be used when placing an account in pre test mode This modeis typically used to verify that an account s panel has been programmed with the correct account number When in pre test mode a single zone is on test usually a customer test signal After placing an account in pre test mode a technician sends the customer test signal then calls the VRT to ensure its receipt This avoids the problem of anormal alarm signal being sent to the wrong account and consequently being dispatched on This feature is only available if the Central Station Host is us
21. RT II Voice Response Terminal VRT Il The LeveL Field is used to determine the type of access the technician or installer has to the VRT 11 A passcard level may be assigned one of four levels of VRT access They are Customer Alarm The user may access the VRT II to abort alarm signals however the user Abort Only may not access the VRT II to place an account on test or dear an account fromtest This option is a custom feature and not part of the VRT standard product Both A bort and The user may access the VRT II to place an account on test clear an VRT Access account from test or abort alarm signals This option is a custom feature and not part of the VRT standard product VRT Access The user may access the VRT II to place an account on test or clear an Except Abort account from test however the user may not access the VRT II to abort alarm signals NoVRT Access The user may not access an account using the VRT II system You need not enter any value in the ExPIRE Field The RELATION NOTE 1 NOTE 2 PHONET PHONE2 and CALL LISTS Fields are used with the Call List feature available with CS 5 50 Refer to your CS Instruction M anual for further information about these fields Note If you want to allow a service technician to access the accounts for several installers and you cannot use the Wildcard feature in the TELCO LN field of Screen 42 to designate the range of installer accounts the service technician may access you ma
22. Screen 956 CS Generation and Restore Install Changes Screen 958 CS M aster Receiver Type D efinition The following sections describe how each of these screens are used with the VRT II system The screens listed below were used by the original VRT system but are not required for the VRT II Screen 65 Alpha N umeric Conversion Screen 66 VRT Speech Download 69 VRT Account N umber Creation Voice Response Terminal VRT Il Setting Up the VRT II 11 Setting up Each VRT Il for Communication Each VRT II must be set up on the screens listed below Screen 958 CS M aster Receiver Type D efinition Screen 954 Receiver Definition U pdate Screen 956 CS Generation and Restore Install Changes Screen 958 CS Master Receiver Type Definition In order to work properly your VRT II must be set up on Screen 958 The following tables list the critical fields on Screen 958 that must contain an entry in order for your VRT II to function properly and the appropriate setting for that field Use the appropriate setting based on the type of computer system you use Data General AOS VS based System INPUT PROCESSING PROGRAMS CONSOLE CHAR CMD LINE CHAR ON ULC 8BT CPL 134 OFF EBO EB1 WRP NO SIGNAL WARNING TIME TIMEOUT VALUE STATUSUPDATE EXPANDED FORMAT AVAILABLE The remaining fields on Screen 958 do not have to be completed in order for the VRT II to function correctly IBM RS 6000 Data General AViiON
23. System for additional information about setting up event codes Contact MAS if these event codes are already being used by your CS system for another purpose Description Read to VRT II Users The TYPE Field determines the description that will be heard by a VRT II user when a zone that has been assigned the event code is tripped The standard VRT types that may be assigned to an event code are listed in Appendix E Testing Required or Not Allowed for Zone You may designate zones event codes that must be tripped whenever an account is placed on test If the zone is not tripped while the account is on test the account cannot be cleared from test You may also designate zones event codes that may not be tripped whenever an account is placed on test If the zone is tripped while the account is on test the account cannot be cleared from test This feature must be activated for you by MAS If you wish to require that a zone be tested whenever an account is placed on test enter an R in the VRT CLRTEST Field on Screen 51 Event Code U pdate If you wish to require that a zone not be tested whenever an account is placed on test enter an N in thevRT CLRTEST Field on Screen 51 Event Code U pdate 16 Setting Up the VRT II Voice Response Terminal VRT Il Determining if Users Can Clear Unrestored Zones Using VRT II Zones that require a restoral may be cleared using the VRT II If you wish to use this feature e Enter an event code
24. T II answers you will hear the pre recorded greeting and will be prompted to enter your user number Enter your VRT II user account number followed by the pound sign 3 Next you will be prompted to enter your password Enter your VRT II user account passcode number followed by If the user number and password are valid you will be informed if you have any voice mail next you will hear the Main M enu options If the user number and password you entered are not valid you will be prompted to enter them again Entering Alphabetic Characters If your VRT II account number password or any subscriber account numbers contain alphabetic characters you may enter the alphabetic characters as follows 1 Press the star key 2 Press the key marked with the appropriate letter 3 Press either 1 2 or 3 depending on the position of the letter on the key For example to enter the letter A you would enter 21 on the touch tone keypad because A is located on key 2 and it is the first letter on key 2 You must follow these steps for each letter For example to enter LR3 you would enter 53 723 on the touch tone keypad Note Regardless of their location on the telephone enter 11 for the letter and 12 for the letter Z If the letters appear on any other keys ignore them for the purposes of designating other letters For example always use 73 to enter S even if PQRS is shown on key 7 Since Q is addressed b
25. T Il Appendix A 3 Figure 2 Ste En n IT dli EET REG mnnc 2 Install the cards in two available slots 3 Closethe machine Attach the monitor cable and keyboard to the system Attach the sentinel to the LPT1 port 4 Insert the DOS installation diskette into the diskette drive and power up the system As the DOS installation procedures run you need to set the following a Choose the desired drive to install DOS b Set the correct date and time c Choose the option Do not run the DOS shell d Choose the option Allocate all free hard disk space 5 After the installation is complete the DOS prompt will be displayed Install the VRT II software as described in Setting up Your VRT II Software 6 After the VRT II software has been installed you may test the VRT on a host system To prepare the system for testing perform the following steps a Install one end of the host cable into the COMM port you selected and the other end into the host system b Plug phone lines into the jacks on the back of the 4 line boards when you wish to dial into the VRT An adapter cable is required to convert the RJ 14 telephone jack into two RJ 11telephone jacks Appendix A 4 Voice Response Terminal VRTII VRT 11 12 Line System Setup amp Testing Guide What You Will Need For the assembly of the VRT II you will need 1 PC with monitor and keyboard or compatible PC 1 Loop start card the card
26. The VRT II will also inform you of these special situations Alarm Status If the account is in alarm status you will be notified of the corresponding alarm priority U nrestored Z ones If the account is not on test but has unrestored zones you will hear a list of zone s that need to be restored On Test If the account is on test the VRT II will tell you the on test category and when the test is scheduled to end You will not be informed if the account is not on test On Runaway The VRT II will inform you if the account is on runaway O ut of Service If the account is out of service the VRT II will tell you the out of service category V oice M ail The VRT II will inform you if there is any voice mail for the account Voice Response Terminal VRT Il Using the VRT Il 27 From the A ccount M enu you may choose one of the following options H E BI JB ia Go to the On Test M enu From the On Test M enu you may place selected zones or all zones at the subscriber s site on test Go to the Test Results M enu From the Test Results M enu you may review test results for zones that are currently on test for a selected account Clear the test This option allows you to take the zones for the selected account off test Go to the ZoneM enu From the ZoneM enu you may review alist of zones for the selected subscriber s site Review event history This option allows you to listen to event history for a selected accoun
27. Voice Response System Run Voice System Log Reports Clear Voice System Log Files Record Vocabulary Edit a File Configure a CPC Purge Repair Message Files Exit Press a number from the above options DO NOT press Enter after your selection Press 1to restart the VRT 1 2 3 4 5 6 7 8 Press 4 to rerecord the voice prompts For more information on how this function is performed refer to Appendix C Re Recording Voice Prompts Press 7 to purge and repair the voice mail message files For more information on how this function is peformed refer to the section on the following page titled Purging and Repairing M essage Files Press 8 to exit to DOS Options 2 3 5 and 6 are not currently used 50 Managing the VRT Il Voice Response Terminal VRTII Purging and Repairing Message Files If you select option 7 to purge and repair voice mail message files you will be led through the following prompts ENTER THE CUTOFF DATE ASYYMMDD OR CONTROL C TO EXIT Specify the date that will determine which voice mail messages will be deleted All messages dated before this date will deleted For example if you enter 980101 all messages dated before January 1 1998 will be deleted To exit the purge process press CTRL4C and you will return to the menu REMOVE ALL ENTRIES DATED BEFORE YYMMDD Enter Y to continue with the purge process The system will count the number of records that will need to be deleted Enter N to
28. ange Enter the date then press Note If the CS system uses the North American date format the date is entered as MMDDYY Example To enter June 14 in the North American date format press 0614 If the CS system uses the European date format the date is entered as DDM MYY Example To enter June 14 in the European date format press 14065 You do not need to enter the year To enter today s date press then press 38 Using the VRT II Voice Response Terminal VRT Il 7 You will be prompted to enter the time of the status change Enter the appropriate time using the 24 hour clock followed by Note Example To enter 3 30 p m you would press 1530 To enter the current time press then press If the status you selected is valid the VRT II will inform you of your new status If the status you entered is not valid or cannot be changed the VRT II will inform you that it cannot change your status In most cases the VRT II will inform you of the reason your status cannot be changed If you are the last employee to be cleared from a ticket you will be prompted to close the ticket If you are the last employee to be recalled from a ticket you will be prompted to cancel the ticket Logging a Resolution to a Ticket Log onto theVRT Il 2 AttheM ain M enu press 2 to go to the Ticket M enu 3 AttheTicket M enu select the appropriate account and ticket 4 Press2tolog a resolution to the selected ticket
29. ard disk 6 Once all of the files have been transferred the ardware Setup window will be displayed On the H ardware Setup window the first field is used to indicate how many phone lines can be plugged into your VRT Enter either 4 8 or 12 Contact MAS if you re not sure how many phone lines your VRT system supports In the second field indicate which serial port the host cable is connected to press Lif itis connected to COM 1 2for COM 2 In the third field press I if your PC isatrueIBM computer Press C if it is a compatible IBM done The VRT uses expanded memory to communicate with the Dialogic voice card and because subtle differences exist in the way memory is used on IBMs vs dones the VRT must know which you have TheVRT will likely lock up if this field is incorrect Voice Response Terminal VRT II Setting Up the VRT Il 3 7 After you enter the above options another window will display the following options If you areinstalling the VRT software for the first time or if you have new voice diskettes insert Voice Diskette 1 in drive A and press Enter If you have installed theV RT software before and you only havea new Program Diskette press Escape to exit installation now Insert Voice Diskette 1 and press Enter or press Esc to exit If you press Enter the voice files will be extracted from the diskettes onto the hard drive 8 Finally alast window will inform you that your computer needs to be reboote
30. bort alarm signals N No VRT Access The user may not access an account using the VRT II system Note Options A and B are custom features and not part of the standard VRT product Voice Response Terminal VRT II Setting Up the VRT Il 17 Setting up an Audit Trail for VRT Actions You may track the actions entered by each service technician using the VRT II This feature is optional and is not required for the VRT II to function properly To track the action entered by service technicians you must perform the following steps 1 Setup event codes that correspond to the VRT actions listed below If you do not wish to track one of the actions listed do not set up an event code for that action Valid User Logins Invalid User Logins Valid Account Logins Invalid Account Logins Reset Trip Counters Clear Restoral Needed Place Account On Test Clear Test Report Account Test History Report History Validate Service Ticket Update User Status Log Resolution to Ticket Cancel Ticket Close Ticket 2 On Screen 67 VRT Action Event Code Entry V iew link the appropriate event code with each VRT action If you do not want to track a particular action leave the EVENT CODE field blank for that action 3 After setting up or changing event codes on Screen 67 you must restart the VRT II to enable the new changed event codes TheVRT II is stopped and restarted the same as you wou
31. count M enu At the Account M enu press 3 to go to the Clear Test M enu At the Clear Test M enu you ll be asked to confirm that the account is to be taken off test You may not be ableto take an account off test if one or more zones require a restoral The VRT II will inform you whether or not you were successful in taking the account off test If you were not successful in taking the account off test because of zones requiring restoral you will hear a list of the zones that need restoral Note You may beallowed to clear an account having unrestored zones refer to Changing System Options for more information 32 Using the VRT II Voice Response Terminal VRT Il ZONE MENU Functions To review the zones at the selected subscriber s site follow these steps 1 2 3 Log onto the VRT II Atthe M ain M enu press 1 to go to the Account M enu At the Account M enu press 4 to go to the Zone M enu At the Zone enu you will be prompted with the following options To hear a complete list of zones If you choose the option to list all zones a list of all zones set up for the subscriber s site will be read back To hear a list of zones that are currently on test If you choose the option to list only the zones on test you will hear a list of only the zones at the subscriber s site that have been placed on test To return to the Account M enu Voice Response Terminal VRT Il Using the VRT Il 33 Listening t
32. d Press Enter and it will be rebooted automatically 9 When the VRT boots up you will be asked if you want to start the VRT system Press Y to start the VRT or N to exit to DOS 10 When you press Y to start up the VRT first the Dialogic voice card is initialized The message System D ownload is displayed as this is performed When the download is complete the VRT screen will be displayed and many messages will scroll through the Operations Log portion of the screen 4 Setting Up the VRT II Voice Response Terminal VRT Il Figure 1 1 VRT JI COPYRIGHT C 1993 MONITORING AUTOMATION SYSTEMS All Rights Reserved VSP 5 15 3 OPERATIONS LOG DBEM Pause word 500 ofs 1929044 for 13717 DBEM Number of message files currently equals 1 int lvl 5 type 41 Mem Seg D000 1 Bd vers 61 Bufsize 512 num chn VOICE SYSTEM IS RESET available memory 108112 bytes VSP initialized Start Time 11 15 98 09 09 Current Time 09 10 2 3 4 Line 1234 5678 9012 3456 7890 1234 5678 9012 3456 7890 1234 5678 Status Lines Active Version 3 5 0 Total Calls To Stop Press Q and Enter For assistance call 949 737 7800 11 When the message V SP INITIALIZED is displayed in the Operations Log portion of the screen the VRT II is ready to receive calls Voice Response Terminal VRT Il Setting Up the VRT II 5 Changing System Options Review the system options listed below to determine how you want y
33. ds are assigned to VRT II users on Screen 46 Passcard U pdate MAS Passcard Update CS 046L CS 101010 S Installer 101010 WEST COAST ALARM COMPANY WEST COAST ALARM COMPANY 19162 RIVERSIDE SUITE 103 ORANGE Sequence 1 Type S M S Passcode 1 Name HARRISON WARDS Long Name Relation Phone 1 949 737 7800 x Phone 3 Note 1 09 5 Note 3 Phone 2 x Phone 4 Note 2 Note 4 Level 1 OPEN AT ANY TIME Phone 5 Expires Note 5 User 2 Call Lists 1 Passcard PI Stave N ext M ore P revious DEL SH ort O ver or Figure 1 2 In cs enter the VRT II user s account number After the account number is entered the user s name address and installer information is immediately displayed Enter a number in the SEQUENCE Field In the TYPE Field you may enter either S or M to designate the passcard as a site passcard or master passcard respectively Site passcards are most commonly used In the PASSCODE Field enter the passcard holder s identification code The code may be alphanumeric e g 4235 SILVER or A B98 however we recommend that the passcard identification code be entirely numeric as the user will enter the code using a telephone keypad In the name Field enter the VRT II user s name The first 10 characters will be used to identify this user when history is logged to a CS account therefore you should enter the user s name so that the first 10 characters uniquely identify him 20 Setting Up the V
34. ed to using the VRT II to move through the various menus and to enter information you ll be able to type ahead or enter the appropriate series of keys without listening to all of a menu s options Voice Response Terminal VRT II Using the VRT Il 25 MAIN MENU Functions From the M ain M enu you have the following five options Go to the Account M enu From the Account M enu you may place subscriber s account on or off test you may hear the results of your tests you may list the zones at a subscriber s site and you may listen to or leave voice mail about the subscriber s account Go to theTicket M enu From theTicket M enu you may changethe status on a service ticket you may record a resolution to a ticket and you may listen to or leave voice mail about the ticket Go to the U ser M ail M enu At the User M ail M enu you may listen to voice mail that other users have sent to you or you may leave voice mail for another user Transfer to the operator 26 Using the VRT Il Voice Response Terminal VRT Il ACCOUNT MENU Functions When you initially access the A ccount M enu you will be prompted to enter a subscriber s account number Enter the subscriber s account number followed by the pound sign If the account number you entered is valid the VRT Il may respond with the subscriber s CS account number and or telephone number so you can verify that you are accessing the correct account
35. endix D VRT Types 1 Fire Alarm 2 Fire Trouble 3 Fire Industrial Supervision 4 Industrial Supervision 5 Perimeter Burglar Alarm 6 Interior Burglar Alarm 7 Test Timer 8 Low Battery 9 Power Failure 10 Hold Up 11 Duress 12 Panic 13 Miscellaneous 14 Vault 15 Emergency 16 Abort 17 Restore 18 Automatic Teller Machine 19 Tamper 20 Open 21 Close 22 Burglar alarm 23 Burglar Trouble 24 System Trouble 25 Communications 26 Medical 27 Panic 28 Duress 29 VRT Signal 30 Supervisory Trouble 31 Restoral 32 None 33 Passcode Signal 34 Operator Action 35 Customer Rep on Premises Voice Response Terminal VRT Il On Test Action Cause Equipment or A pplication Cause Damage or Power Cause Telco False Fire Alarm Cause Fire Operator Command UCS Signal Undefined Zone Guard on Premises Service on Premises Guard off Premises Service off Premises Service Action Equipment Bypass Abort Nightwatch Alarm Nightwatch Signal Irregular Open Irregular Close Late Open Late Close BA Response Guard Dispatch Customer Rep off Premises Cause Unknown Cause Customer Education Cause Schedule Cause Storm Cause Attach Ticket Issued Line Security Alarm Receiver Signal Appendix D 1 Notes 2 Appendix D Voice Response Terminal VRT Il
36. ering Account Numbers for Site Accounts and Subaccounts senes 25 5 Er EE 25 MAIN MENJU FUNTON S rient ettet eee eatur etr retenta De ne Rente nr abre nda 26 ACCOUNT MENU EUFCEODS i reet tdt e i ee t t ee et 27 ON TEST MENU FURCHODS terrre ente etre Ue e te ai i 29 How to Place anm Account on Rest ias eerie e re eret teed eee erede te eret aat 29 How t Extend a HE T 30 TESTRESUETS MENU FUNRGIONS tete t ei ie Aa cte 31 Clearing te eee 32 ZONE MENJU EUICHODS ier eee 33 Listening to Event HIStON aai 34 Changing Another Accounts anni es rc atte e RA A eG Gade 35 ante dams sme 36 Changing Y our Status on a nenne trennen tnter 38 Logging a Resolution to a Ticket esssssssssssssseseeeeee nennen tnter tnter 39 CharngingAnothier s oc tei ic ats o cem eti ia a t ec ede 40 VOICE 41 Listening to Voice Mail Messages ia 41 Leaving Voice Mail M lt lt
37. host CS system processes slowly Modifying Call Transfer Parameters PTRANSFERDELA Y 20 00 Whenever a call is transferred by your phone system the phone system will placethe call on hold hook flash before dialing an extension Thefirst highlighted value represents the length of time to pause between a hook flash and dialing in tenths of seconds After the extension has been dialed the phone system will hang up to releasethe call to the extension The second highlighted value represents the amount of time to pause between dialing and hanging up in tenths of seconds PTRANSFERTYPE DIALSW 66 0 The highlighted value in the line above represents the duration of the hook flash in 66ths of a second 33 H alf second Saving Modifications to the CONFIG VSP File To save modifications to the CON FIG VSP file hold down the ALT key and press F then press S To exit the editor and return to DOS press ALT F then X To restart the VRT enter START To start the VRT from scratch after a reboot enter VRT Voice Response Terminal VRT Il Managing the VRT II 53 Notes 54 Managing the VRT Il Voice Response Terminal VRTII Appendix VRT Il 4 Line System Setup amp Testing Guide What You Will Need For the assembly of the VRT II you will need 1 IBM PC with monitor and keyboard or compatible PC 1 4line Dialogic Voice card 1 Sentinel 1 Host system port to serial port cable host cable 1 Concentrat
38. ing CS 5 50 or later Enter 0 zero to disable this feature CLEAR TEST AUTHORIZATION Enter TIME to have the VRT speak the current time when clearing account tests Enter RANDOM to have four digit random authorization number spoken Enter BOTH to hear the time and authorization number Enter NONE for neither ASK EXTEND TEST HOURS Enter YES to have the VRT prompt callers for the number of hours when extending account tests Enter NO to havetheVRT use the default number of hours for the current test category Note When test is extended it is changed to expire x hours from now as opposed to expiring x hours from when it was to expire where x is either the number of hours entered or the default for the test category STANDARD TRANSFER DIAL STRING FROM ANY MENU Enter the number or extension to be dialed when a user presses 0 zero from any menu This is typically O to transfer to the operator but may be any string of digits and characters 8 Setting Up the VRT II Voice Response Terminal VRT Il DIGITS FOR SPECIAL USERS O DISABLED Enter 0 zero if you are running standard VRT software without any custom scenarios If you are running a custom scenario enter the number of digits for user numbers that are to be diverted to your custom scenario from 1 to 10 SPECIAL USER MAXIMUM ENTRY TIME SECONDS Enter 0 zero if you are not running a custom scenario or enter the number of seconds to be used in your custo
39. l prompt the subscriber with the Subscriber Scenario The subscriber will be prompted to enter his password If the subscriber enters a valid password from Screen 46 the VRT II will prompt the subscriber as described below Note Thesubscriber scenario is available only with VRT II version 3 4 and greater Accessing the VRT Il VRT Prompt Action Expected of Caller Hello you ve reached the Central Station The caller enters his system number and then presses the Enter your system number then press pound pound key Enter your password then press pound The caller enters his password and then presses the pound key If the account number or password is invalid That system number password combination is invalid The caller may be prompted to re enter his system number and password or he may be disconnected as described below If the caller has tried unsuccessfully 3 times to access the VRT II Thank you for using the VRT Goodbye The caller is disconnected Voice Response Terminal VRT Il Managing the VRT II 45 After you ve successfully accessed your account you may be presented with the following options e Abortan alarm e Place your account test e Hear the results of the test in progress and clear the test if all zones were restored Aborting an Alarm If your account is in alarm when you access the VRT and the alarm may be aborted you will hear the following message The alarm has been aborted
40. ld a receiver using Screen 952 Enable D isable Receivers and Screen 932 Startlog Start R eceiver Programs 4 When a service technician enters a VRT action that is linked with an event code the event code is logged to event history for the installer account to which the service technician is assigned 18 Setting Up the VRT II Voice Response Terminal VRT Il Setting up Accounts for VRT Il Users On Screen 42 ccount U pdate set up a CS account for each installer or service technician that will access your CS system using the VRT II Refer to Setting up a Subscriber Account in your CS Instruction manual for more information about Screen 42 In setting up aVRT II user s account pay special attention to these fields on Screen 42 cs P Only primary CS account numbers are used by the VRT II Account numbers entered in the cs s Field are not used by VRT II For simplicity an installer s CS account number should be the same as his installer code number from Screen 54 Installer File U pdate e UDF1 A service employee s CS account number should be the same as his employee code from Screen 566 Service Employee U pdatg If the service employee s CS account is not the same as his employee code enter his employee code in the 1 Field on Screen 42 srYPE Enter TKEY in Field to allow the subscriber to access his account on your CS system using the VRT II INSTALLER The installer code entered for the
41. m scenario for its specific purpose from 1 to 999 NUMBER OF EVENTS PER HISTORY BLOCK This allows you to listen to account history regardless of the account s test status This value determines how many events are read from the host at one time and must be between 3 and 20 CONTINUALLY UPDATE ACCOUNT DURING CALL Enter YES if you want the VRT to reread account status and zone information during a single call Enter NO if you want the VRT to read the account information just once per call If you re not sure enter YES this makes the VRT more real time system SPEAK VOICE MAIL DATE TIME Enter YES if you want the date and time that each voice mail message was recorded to be spoken when listening to voice mail Enter NO to disable the date time speech CUSTOMER TEST CATEGORY O DISABLED If you are running VRT II version 3 1 0 or later you can enable the Customer or subscriber scenario by entering an appropriate test category for subscriber tests here Enter 0 to disable the customer scenario See Subscriber Scenario for more information about the subscriber scenario MILITARY TEST EXPIRE TIME FOR CUSTOMERS Enter Y to indicate that you want the VRT to speak the expire time for tests in the Military Time Format For example if the test expired at 3 30 p m then the VRT would respond by saying 15 30 Enter N to indicate that you want the VRT to speak the expire time for tests in the Standard Time Format For example if the test
42. munication sese ennt nnt 12 Using the Pre test 14 Using the Out of Service Feature tn strane tree inttr atre 14 Rie NE n 15 Preparing VRTI Event Codes ence age un de itr ia d rd ee tert de 16 Determining if Users Can Clear Unrestored Zones Using VRT Il sse 17 Setting up VRT Passcard Eevels ere nee etre a ceat aeuo reae 17 Setting up an Audit Trail for VRT Actions ssssssssssssseseeeneeneenetnetne nnne nennen nnne nnne 18 Setting up Accounts for VRT Il Users sssssssssssssseeseseeenene instet ennt etnies tren strate teens tnter nnns 19 Assigning Passcards for VRT I 20 Using the VRT Il Technicians and Installers Whiats tn This Sect on FOE YOU c o icto e dee eei tor tette et nee ecient eee cien 23 Accessing the CS System Using the VRT 11 tnnt nnne trennen trennen entren nnns 24 Entering Alphabetic Characters stretta 24 Entering Special Characters ccecccccssscesceceeeeseeeceeesseeseseseaeseeeesecaeeassaseaeeassassassecassaeasaesesseseaseaseesseeeseeneaeas 25 When An Account or May Not Accessed 25 Ent
43. o Event History To review the event history for a subscriber s account follow these steps 1 N B Log onto the VRT Atthe ain M enu press 1 to go to the Account M enu At the Account M enu press 5 to go to the Review History M enu AttheReview History M enu the first block of history will beread Then you will be prompted to select from the following options To restart at the beginning of the event history To repeat a block of event history To skip to the next block of event history To skip a single event To return to the A ccount M enu 34 Using the VRT Il Voice Response Terminal VRT Il Changing Another Account To change to another subscriber s account follow these steps 1 2 Log onto the VRT Atthe ain M enu press 1 to go to the Account M enu At the Account M enu press 6 to choose the Change A ccount option You will be prompted to enter the new subscriber s account number If the account number you enter is valid you will hear the phone number on test runaway out of service and voice mail status for that account as described in ACCOUNT MENU Functions Voice Response Terminal VRT Il Using the VRT II 35 TICKET MENU Functions If you have not already accessed an account using the Ticket M enu you will be prompted to enter an account number when you initially access the Ticket M enu Enter the subscriber s account number followed by the pound sign The VRT
44. oice Response Terminal VRT II Appendix B 1 Data General AOS VS Host VRT 25 Pin Female System 25 Pin Female Data General AOS VS Host VRT 9 Pin Female System 25 Pin Female Data General AViiON Host VRT 25 Pin Female Concentrator 25 Pin Male Data General AViiON Host VRT 9 Pin Female Concentrator 25 Pin Male Appendix B 2 Voice Response Terminal VRT Il Appendix Re recording Voice Prompts To re record voice prompts shutdown the VRT by pressing Q then press 4 at the menu The screen will clear and you will be prompted to call into any line or enter the line number Call into the VRT as you normally would and the following menu will be displayed Recording Menu Play Prompt Record Prompt Edit Prompt Delete Prompt Annotation Edit List Annotations Write to a File Get from a File Sampling Rate Input Annotation Compress Regain x of nnnnnnn bytes Esc End Session List the Prompts Press L to list all prompts You can either have them displayed on the screen or written to a file If you plan to re record many prompts we recommend sending them to a file and printing the file for easier reference The following table shows how each range of prompts is used 108 300 Menus questions and messages 325 350 371 400 500 599 301 324 Descriptions for out of service categories 1 24 351 370 Descriptions for on test categories 1 20 401 499 Descriptions for the VRT types
45. or adapter cable if necessary DOS installation diskettes VRT II Program and Voice diskettes Assembly 1 On 4 line card the IRQ Jumper Block JP1 Interrupt Terminator Block JP7 and DIP switch set SW 1 must be set up as follows Switch Configuration Place a jumper on the fourth 4th set of pins from the left of the block IRQ5 Note that IRQ3 is the default and must be changed Jumper installed OFF OFF OFF OFF For the location of these jumper blocks see Figure A 1 Voice Response Terminal VRT Il Appendix A 1 Figure 1 St E n pooonoor dli 5 BET DUEHERFHA BN 2 Next open the machine and install the 4 line card in the top slot 3 Closethe machine Attach the monitor cable and keyboard to the system Next attach the sentinel to the LPT1 port 4 Insert the DOS installation diskette into the diskette drive Turn the power for the monitor and CPU Asthe DOS installation procedures run you need to set the following a Choose the desired drive to install DOS b Set the correct date and time Choose the option Do not run the DOS shell d Choose the option Allocate all free hard disk space 5 After the installation is complete the DOS prompt will be displayed Install the VRT II software as described in Setting up Your VRT II Software 6 After the VRT II software has been installed you may test the VRT on a host system To prepare the system for testing perfo
46. or for the account or ticket you selected Next the messages will be played in the order received After each message you will be offered the following options To repeat the message you just heard To delete the message you just heard listen to the next message To return to the previous menu When you have listened to all of your messages or all of the messages for the sel ected ticket or account you will return to the previous menu Voice Response Terminal VRT Il Using the VRT Il 41 Leaving Voice Mail Messages When you access the option to record a voice mail message you will be instructed in how to leave message If you are leaving voice mail for another user you ll be prompted to enter his user number before you record a message Generally the steps for leaving voice mail are as follows Press 1 to begin recording the message You should begin speaking after the tone 2 When you ve finished recording the message press the pound sign 3 You may then do one of the following Review the message you just recorded After reviewing the message you must approve delete or re record your greeting or review it again Re record the message Delete the message you just recorded Approve the message and return to the previous menu Your message will be sent when you approve it 42 Using the VRT Il Voice Response Terminal VRT Il VRT II Installer Service Technician Scenario Account
47. our VRT II to function for each of the scenarios described You may access these options as follows 1 Atthe Operations Log screen of the VRT II type and press Enter 2 A DOS prompt will be displayed 3 AttheDOS prompt type SETUPVRT and press Enter 4 A screen will bedisplayed with thefirst page of parameters e You may usethe arrow keys to move from field to field and press Page Up or Page Down to view other pages e Tochange a parameter highlight the appropriate field and enter the new choice Possible choices are displayed at the end of each prompt within square brackets To save your changes and exit the program press the F10 function key e To exit without saving press Esc MAXIMUM MESSAGE LENGTH SECONDS Enter the maximum length for a voice message in seconds from 1 to 999 MAXIMUM SILENCE UNTIL RECORDING CUTOFF SECONDS Enter the number of seconds of silence the VRT will wait before terminating voice message recording You can also press pound to terminate recording ACCOUNT CONFIRMATION CS ALT ID OR NONE Enter C if you want the VRT to confirm the account by responding with the CS Enter A if you want the VRT to confirm the account by responding with the Alt ID entered for the account Enter N if you do not want the VRT to confirm the account number you have specified DOES HOST REQUIRE CERTAIN ZONES TRIPPED Enter YES if certain account zones must be tripped to allow atest to be cleared Thi
48. rm the following steps a Install one end of the host cable into the COMM port you selected and the other end into the host system b Plug the phone lines into the jack on the back of the 4 line board when you wish to dial into the VRT An adapter cable is required to convert the RJ 14 telephone jack into two RJ 11 telephone jacks Appendix A 2 Voice Response Terminal VRTII VRT Il 8 Line System Setup amp Testing Guide What You Will Need For the assembly of the VRT II you will need 1 PC with monitor and keyboard or compatible PC 2 Aline Dialogic Voice card 1 Sentinel 1 H ost system port to serial port cable host cable 1 Concentrator adapter cable if necessary DOS installation diskettes VRT II Program and Voice diskettes Assembly 1 Each of the 4 line cards must be set up in a different manner The IRQ Jumper Block JP1 Interrupt Terminator Block JP7 and DIP switch set SW1 need be configured on each card The following table lists the proper settings Configuration Configuration Board 1 Board 2 Place a jumper on the fourth 4th set of Place a jumper on the fourth 4th set of pins from the left of the block IRQ5 pins from the left of the block IRQ5 Note that IRQ3 is the default and must be Note that IRQ3 is the default and must be changed changed OFF OFF OFF OFF OFF OFF For the location of these jumper blocks see Figure A 2 Voice Response Terminal VR
49. rvice categories 14 Setting Up the VRT II Voice Response Terminal VRT II The On Test Feature The On test feature allows you to temporarily suspend alarm monitoring for a selected account however the signals generated for the account will be logged to the account s history When you wish to resume monitoring for the subscriber s account you may take the account off test If you use the On Test feature and want to use the VRT II to place accounts on test you must set up the following test categories on Screen 110 On Test Category M aintenance On Test Categories sever s _ Refer to Setting up Your CS System for additional information about setting up on test categories Voice Response Terminal VRT Il Setting Up the VRT II 15 Preparing VRT Il Event Codes Before you begin using the VRT II you must follow the steps outline below to prepare event codes to be used by the VRT II e Verify and or add three event codes to your CS system e Assign VRT types to event codes The VRT type determines the description that will be heard by a VRT II user when a zone that has been assigned the event code is tripped e Indicate whether testing is required or not allowed for event codes This step is optional Additional Event C odes Add the following event codes to Screen 51 Event Code U pdate 22 Clear test by VRT 26 On test by VRT 3980 Test Reset 3981 VRT Clear Restoral Required Refer to Setting up Your CS
50. s feature is only supported if your Central Station is running CS version 5 50 or greater Enter NO to disable this feature 6 Setting Up the VRT Il Voice Response Terminal VRT Il RESERVED FOR INTERNAL PROGRAM USE This field must be 0 zero PHONE VALIDATION Enter SPEAK if you want the VRT to speak the phone number of each account you enter Enter the word ENTER if you want the VRT to prompt you to enter the phone number as an additional form of account validation you can enter either the last seven digits or the full ten digit phone number but you will only be allowed to access the account if the phone number you enter is correct Enter NONE to indicate neither of these options LAST MESSAGE NUMBER MAINTAINED BY PROGRAM This number is used to track voice messages stored on the hard disk Do not change it unless directed to do so by MAS CLEAR TEST WITH UNRESTORED ZONES Enter YES to allow callers to clear tests even though an account may have one or more zones unrestored In this case the VRT will prompt the caller to enter the number of minutes within which all zones are expected to be restored It then instructs the Host to create an expected event for the restores and clear the test Enter NO to disallow clearing tests with unrestored zones ALLOW LIST OF ZONES ON TEST Enter YES to allow callers to place list of zones on test Enter NO to restrict callers to placing all zones on test TICKET MENU ENABLED Enter YES if
51. t Change to another account Go to the Account M ail M enu This option allows you to listen to voice mail for a selected account Return to the M ain M enu Transfer to the operator Hang up 28 Using the VRT Il Voice Response Terminal VRT Il ON TEST MENU Functions To begin clear or extend a test follow these steps 1 Log onto the VRT II 2 AttheM ain M enu press 1to go to the Account M enu 3 At the Account M enu press 1 to go to the On Test M enu 4 AttheOn Test M enu you will be prompted to select from the following options To place the account on test To extend the current test To return to the Account M enu How to Place an Account on Test To place an account on test follow these steps Log onto the VRT AttheM ain M enu press 1 to go to the Account M enu At the Account M enu press 1to go to the On Test M enu AttheOn Test M enu press 1to placethe selected account on test You will be prompted to select from the following options To place all zones on test To enter a list of zones to place on test To enter a list of zones to not place on test To place a group of zones on test To enter a group of zones to not place on test To return to the On Test M enu FF Ww N p wj In nm Voice Response Terminal VRT II Using the VRT II 29 You will be asked if you want to place zones on test for both the primary and secondary transmitter for the primary transmitter only or for
52. t the command line of Screen 956 type GEN ERATE or GO whichever applies Caution If you are prompted to initialize init the ring files enter Voice Response Terminal VRT II Setting Up the VRT II 13 Using the Pre test Feature The Pre test Feature allows you to place a zone on test and test the zone before placing an account on test The Pre test Feature allows you to specify the maximum length of time allowed between the pre test signal and the time the account is placed on test To activate the pre test feature specify the maximum length of time allowed between the pretest signal and the time the account is placed on test in the vRT PRE TEST WINDOW on Screen 901 R eceiver Redundancy Options The maximum number of minutes allowed between pre test and on test is 99 minutes Using the Out of Service Feature The Out of Service Feature allows you to temporarily suspend monitoring service for a selected account that is all incoming signals for the account are ignored When you wish to resume monitoring for the subscriber s account the account may be placed back into service If you use the Out of Service feature and want to use the VRT II to place accounts out of service you must set up the following out of service categories on Screen 107 O ut of Service Category M aintenance Out of Service Categories C a O s e Refer to Setting up Your CS System for additional information about setting up out of se
53. talling the VRT Il Software Follow the steps listed below to install your VRT II software if the software has not already been installed by MAS 1 Insert the VRT II Program Diskette into the PC s floppy drive In the example that follows the floppy drive designation A is used If you arenot using floppy drive substitute the appropriate drive letter 2 Atthe DOS prompt type A INSTALL and press Enter 3 After a few seconds a window will display a page of text This is the READ ME file Y ou may use the arrow keys Page Up and Page Down to scroll through thefile If a printer is connected to the PC s parallel port 1 you may print the READ ME file by holding the Ctrl key and pressing P 4 When you are ready to continue the installation press Esc The READ ME window disappears and the M ain Installation window is displayed On theM ain Installation window the first field is used to indicate which drive the software will installed on The default is C If you wish to install the software on drive C just press Enter Otherwise press the letter of the desired drive The second field asks if you want to install the entire VRT system Press Enter to indicate YES The remaining options can be used to selectively install specific portions of the VRT system but should only be used at the direction of MAS 5 When you are ready to begin installation press Enter A window will display file names as they are extracted to the h
54. ur system is on test until lt date time gt If any signals were received you will also hear The following signals were received lt signal 1 gt lt signal 2 gt lt signal n gt If any zones are unrestored you will hear the If all zones were restored you will hear the following options following message To take your system off test press 1 The following zones are unrestored To transfer to an operator press 0 zone 1 zone 2 gt zone n Thank To exit press 9 you for using the VRT Good bye The caller is disconnected If you press 1 you will hear the following If you press 9 you will hear the message following message Your system is no longer on test Thank you for using the VRT Thank you for using the VRT Good Good bye bye The test is not cleared and the caller is The test is cleared then the caller is disconnected disconnected Voice Response Terminal VRT Il Managing the VRT II 47 Notes 48 Managing the VRT Il Voice Response Terminal VRTII System Manager Managing the VRT Il System Monitoring Communication between the VRT and the Host To monitor communications between the VRT II PC and the host press I then press ENTER Each command transmitted will be displayed in the Operations Log portion of the screen preceded by the letters Tx Each response received will be shown preceded by Rx VRP I Copyright C 1993 Monitoring Automation Systems All Rights Reser
55. ved VSP 51 3 Command L Operations Log VOICE SYSTEM IS RESET Available Memory 55776 bytes VSP initialized Sending keep alive to host 1 Tx 11 vl0 1 11 00 ht svl4 0 Rx hl1 00 RSP KA 0 Start Time 09 22 93 10 35 Current Time d 2 3 4 Line 1234 5678 9012 3456 7890 1234 5678 9012 3456 7890 1234 5678 Lines Active Version 3 5 0 Total Calls To Stop Press Q and Enter For assistance call 949 737 7800 Monitoring Communication between the VRT and Dialogic Voice Card Press V then ENTER to monitor communication between the PC and the Dialogic voice card All commands sent and responses received will be displayed in the Operations Log window Writing the Operations Log Window to File To dump the contents of the Operations Log window to a disk file called OPERATOR LOG Press then ENTER If you call MAS with a problem the support person will likely have you reproduce the problem with the OPERATOR LOG file open and the and or V modes active then print and fax the fileto assist in identifying the problem Voice Response Terminal VRT Il Managing the VRT Il 49 Resetting a Telephone Line To reset or manually hang up a phone line press R followed by the line number then press ENTER For example to reset line three enter R3 Shutting Down the VRT Il PC To shut down the VRT press Q then ENTER Oncethe VRT has been shut down press ENTER and the following menu will be displayed Run
56. ving the customer s site You did not complete the job and are leaving the customer s site No billable labor was performed You have been assigned to the same ticket twice without having been cleared or recalled from one of the assignments Whether there is any voice mail for the ticket 36 Using the VRT Il Voice Response Terminal VRT Il From the Ticket M enu you may choose one of the following options Change your status on the ticket Log a resolution to the ticket Change to another ticket Go to the Ticket M ail M enu Transfer to the operator Hang up NES Voice Response Terminal Il Using the VRT Il 37 Changing Your Status a Ticket You will not be able to change your status on a ticket if the ticket s status is closed completed or canceled If your current status on the ticket is unassigned cleared or recalled you may only change your status to assigned If your current status on the ticket is unclear you may not change your status To change you status on a ticket follow these steps 1 Log onto the VRT II 2 AttheM ain M enu press 2to go to theTicket M enu 3 At theTicket M enu select the appropriate account and ticket 4 Press 1to change your status on the selected ticket 5 You will be asked to enter your new status You may choose from the following 1 Assigned 2 En Route 3 On site 4 Cleared 5 Recalled 6 You will be prompted to enter the date of the status ch
57. y entering 11 you would ignore it s position on the keypad thus making S position 3 24 Using the VRT II Voice Response Terminal VRT Il Entering Special Characters If your VRT II account number passcard any subscriber account numbers contain special characters you may enter the special characters as follows 01 hyphen or dash 02 space 03 period or full stop 13 forward slash When An Account May or May Not Be Accessed If there is a particular subscriber account that you do not want the technician or installer to access using the VRT you may enter NOAC in thesrvpk field in Screen 42 for that account If this entry is made for an account then that account may not be accessed by anyone using the VRT Additionally if a site is currently armed based on the schedule defined for schedule 1 then that account may not be accessed by anyone using the VRT Entering Account Numbers for Site Accounts and Subaccounts If you enter a site account number all subaccounts linked to the site account will be placed on test or cleared from test whichever you choose If you enter a subaccount number followed by the star key the selected subaccount and all related subaccounts will be placed on test or cleared from test whichever you choose If you enter a subaccount number only the selected subaccount will be placed on test or cleared from test whichever you choose Shortcuts After you ve become accustom
58. y link the technician to the installer s accounts using passcards Access the service technician s account on Screen 46 Set up a passcard for each installer whose accounts the service technician may access using the following format in the PASSCODE field enter IN ST immediately followed by the installer s code For example if you wanted the technician to be able to access all accounts assigned to installer 100 you would enter IN ST 100 in the PAssCODE field Voice Response Terminal VRT Il Setting Up the VRT II 21 Notes 22 Setting Up the VRT II Voice Response Terminal VRT Il Using the VRT Il Technicians and Installers What s in This Section for You If you re a service technician or installer this section shows you how to use the VRT II to perform the following tasks e Access the CS system using the VRT II e Place a subscriber s account on test e Review test results e Takea subscriber s account off test e List the zones at a subscriber s site e Change your status on a service ticket e Record a resolution to a service ticket e Leave or listen to voice mail about an account or a ticket e Leavevoice mail for another user or listen to their own voice mail Voice Response Terminal VRT Il Using the VRT Il 23 Accessing the CS System Using the VRT You can use the VRT II to access the CS system by following the steps outlined below Call the VRT II from any touch tone phone 2 When the VR
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