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User Guide

1. Message Connected to 165 213 89 179 2010 01 05 13 16 14 Reporting Indicates the report period This is the period between the date beginning when the report counters were last cleared and the date ending at the current date Created The date and time the report was actually created Calls The total number of calls that came in on a specific day of the week Total Count The percentage of all calls received on a specific day of the week Minutes The total connect time in minutes of all calls on a specific day of the week Port Utilization A listing of the days of the week and the percentage of calls handled by each day represented by the bar chart Site Information This page allows the system administrator to access helpful information about the site in which the IVM is installed This information becomes very useful long after the system installation has been completed O SAMSUNG Electronics Co Ltd 3 33 CHAPTER 3 Configuration Management These are only memo pages but it is recommended that these screens be filled out for all sites Having a record of all port connections helps make trouble shooting easier if it becomes necessary Status Screen The is the normal operating page for the IVM The Status Screen is a display only facility and shows information in real time relating to the current status of the IVM The following information is displayed 3 Ubigate BG YM
2. Message Connected to 165 213 89 179 2010 01 05 13 12 42 Reporting Indicates the report period This is the period between the date beginning when the report counters were last cleared and the date ending at the current date Created The date and time the report was actually created SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide The total number of calls listed by each Call Code Total Count The percentage of the calls of a particular Call Code Minutes The total connect time in minutes of all calls of a particular Call Code Port Utilization By Call Code A listing of the Call Code types and their port utilization by percentage 3 Ubigate BG VM Menu Tab Help iBG VM Tree Viewer k 7 9 5 By Hour TNMAA o 7 1 Open Block Table 7 2 Save Application A 7 4 Subscriber List Created 7 5 System Parameters 6A 6P 7 6Voice Studio Calls Total Count Minutes Port Utilization by Hour 7 7 Operating Utilities A 7 8 Override Mode 7 9 View System Report 7 9 1 By Application 7 9 2 To Subscribers 7 9 3 Messaging Activity 7 9 4 By Call Code 7 9 5 By Hour 7 9 6 By Port Number 7 9 7 By Day of Week gt E 7 10 Site Information Refresh Timer sec 15 x 7 11 Status Screen 7 12 MGI Parameter Calls Total Count Minutes Port Utilization by Hour a E a M
3. Message Connected to 165 213 89 179 2010 01 05 10 33 34 SAMSUNG Electronics Co Ltd 3 7 CHAPTER 3 Configuration Management This area of configuration is used to quickly view or edit the subscriber list You will see a list of subscribers along with their extension and mailbox number Creating a New Subscriber To create a new subscriber press Add button Type in the subscriber s last name enter a comma and type the subscriber s first name Then create or select the extension and mailbox for this subscriber The IVM stores the subscriber s name in last name firstname format When entering the subscriber s name this format should be followed Deleting a Subscriber To delete a subscriber choose a subscriber and press Delete button Exporting a Subscriber To export a subscriber choose a subscriber or subscribers and press Export Subscriber button System Parameters To access the System Parameters from the System Main Menu press System Parameters System Parameters include fields displaying the software release version number the authorized number of ports and options Other parameters control functionality for the whole system The first page mostly provides information only This information may be required during a technical support call SAMSUNG Electronics Co Ltd General 3 Ubigate BG VM Menu Tab Help BG VM ani Ubigate iBG
4. Salutation Prompts Description First prompt Second prompt l Third prompt Fourth prompt Fifth prompt Sixth prompt SALUTATION PROMPTS The prompt numbers to be spoken when the IVM answers a call in this mode The prompts are only spoken if the call uses the NEXT pointer or is a Direct Trunk DT call The prompts are spoken in sequence beginning with the prompt in the First position These should include prompts that are only spoken upon answering e g Thank you for calling ABC company and are not repeated for the duration of the call Allowable values include any four digit prompt number 1000 9999 If DTMF tones are entered while these prompts are being spoken they will be interrupted and the digits will be carried forward into the next menu block Query Block 3 114 Query blocks are used to create a voice questionnaire The IVM can be configured to ask the caller a series of questions record the caller s voice responses and combine the responses into single or multiple voice message s that is are placed into one or more specified mailbox es SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Common applications are order entry caller opinion surveys and information requests To send the voice response to more than one mailbox send the response to a list When the mailbox user reviews a message recorded by query blocks each of the responses i
5. 90000000000000000 ee if of of e G G pos www samsungne COPYRIGHT This manual is proprietary to SAMSUNG Electronics Co Ltd and is protected by copyright No information contained herein may be copied translated transcribed or duplicated for any commercial purposes or disclosed to the third party in any form without the prior written consent of SAMSUNG Electronics Co Ltd TRADEMARKS Ubigate BG IVM is a registered trademark of SAMSNUG Electronics All other company and product names may be trademarks of the respective companies with which they are associated This manual should be read before the installation and operation and the operator should correctly install and operate the product by using this manual This manual may be changed for the system improvement standardization and other technical reasons without prior notice If you have a question for the content of manual or want to obtain further information on the updated manual please contact the homepage below Homepage http www samsungdocs com O 2010 SAMSUNG Electronics Co LTD All rights reserved Ubigate BG IVM User Guide Co 6 eu INTRODUCTION Purpose Ubigate BG IVM User Guide describes the BG IVM s features and functions and provides configuration guide l Document Content and Organization This manual is composed of three Chapters one Annex and the Abbreviation CHAPTER 1 Introducing t
6. Message Connected to 165 213 89 179 2010 01 05 12 54 53 SAMSUNG Electronics Co Ltd 3 25 CHAPTER 3 Configuration Management Override Mode 3 26 The Override Mode bypasses control of the Schedule Table This allows the system administrator to immediately put a single port or group of ports in a specific mode This override will stay active on the specified ports until the system administrator reasserts the automatic schedule The Override Mode can be activated remotely by the system administrator Refer to Manual Mode Selection as well Ubigate BG YM Menu Tab Help BG VM m Tree Viewer 7 8 Override Mode g vma Pot MB 7 1 Open Block Table Scheduled E 7 2 Save Application Scheduled ME 72 schedule Table H 74 subscriber List E 7 5 system Parameters Scheduled o E 7 5voice Studio gt E 7 7 Operating Utilities E 8 Override Mode o E 7 9 view System Report o MB 7 10 Site Information E 7 11 status Screen 7 12 Mci Parameter Scheduled Message Connected to 165 213 89 179 2010 01 05 13 05 23 The Override Mode has one page which contains all parameters The parameters are grouped by category as follows This parameter specifies which port s are to be set active to a specific Mode block This field is used to pick which Mode block is to be asserted SAMSUNG Electronics Co Ltd Ubigate BG IVM User
7. SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Template Blocks To simplify creating multiple blocks of a given type the IVM provides a template for each type of block Templates have default values preset for many of their parameters You may change these default values and save the modified template or create a new block of that type by using the Save As option while preserving the original template Each time a block is created it will be initialized with the parameter values which are set in the template This is particularly useful when building mailbox and extension blocks for subscribers where many of the parameter settings will be uniform across subscribers O SAMSUNG Electronics Co Ltd 3 43 CHAPTER 3 Configuration Management Configuration Blocks Bye Block The BYE block is very simple Its purpose is to say good bye to a caller disconnect a call and free the port The only parameter is a prompt to be spoken before disconnecting There is only one Bye block available in the IVM but additional Bye blocks can be added Bye Block TEMPLATE BYE Bye Bye Block Controls Description if Label Name TEMPLATE BYE Disconnect Prompt 0051 Activity From To Calls Item Description Label Name The name of this block A block name can be any alphanumeric string of up to 16 characters including spaces A block name may not be the same as another block name MBX EXT
8. Extended Prompting enabled Directory TPublic User Mailbox greeting allowed Yes Subscriber password Retention days remaining D Delete all unheard copies ofa No Activity From To Msgs distributed Item VMS Group Label Name Number 3 78 Description VMS group The name of this block A block name can be any alphanumeric string of up to 16 characters including spaces A block name may not be the same as another block name MBX EXT or LIST numbers may not be duplicated within the same group The LIST Group Number is located to the left of the LIST block name Group numbers are convenient for organizing Lists into application specific groups In most applications the default value of 01 is normally used Values from 01 to 99 are valid You select which group the LIST block belongs to before you create the LIST block Group numbers for ECLASS EXTENSION MCLASS MAILBOX and LIST blocks generally are used for Multi Tenant environments The number representing this LIST It may not be the same as the number of any other LIST or Mailbox with in a particular subscriber group SAMSUNG Electronics Co Ltd Item Extension Mclass Language Send broadcast MSG allowed Extended prompting enabled Directory Public Directory User Mailbox greeting allowed Subscriber password Retention days remaining SAMSUNG Electronics Co Ltd
9. Message Connected to 165 213 89 179 2010 01 05 10 27 13 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Open Block Table The block table is used for building the IVM call routing applications This is the most frequently accessed area in the IVM and determines its behavior when it is routing calls All the prompts and options offered to callers are programmed here Because most of the configuration for any customer will usually be in the block Tables they will be explained in detail separately in the next section Ubigate BG YM Menu Tab Help BG VM Tree Viewer 7 1 Open Block Table B 7 1 3 8ye B 7 1 4 0ia E 71 5 Directory 71 7 Eclass E 7 1 8 Etension H 7 1 10List E 7 1 11 Mailbox E 7 1 12 Mclass 7 1 13 Menu B 7 1 14 Mode Be 7 1 15 Network Mailbox H 7 1 16 Port E 71 17 Query E 7 1 18 Speak E 7 1 19 Station E 7 2 Save Application H 7 3 Schedule Table 7 4 Subscriber List E 75 system Parameters o MB 7 6voice Studio o E 7 7 Operating Utilities 78 Override Mode o BB 7 9 view System Report o E 7 10 Site Information E 7 11 Status Screen Message Connected to 165 213 89 179 2010 01 05 10 29 51 Save Application If changes are made to the customer database they are live and immediate However they are not immediately saved to disk Saving the changes to disk will only take place if one of the following con
10. Operator The number of calls processed by this block during which the callers elected to go to the Operator and what percentage of the total calls this number represents Other option The number of calls processed by this block during which the callers elected to hear the other options and what percentage of the total calls this number represents Avg hold The total time in seconds that callers were holding for this extension time in sec Dividing this number by the Hold Count gives an approximation of the average hold time per caller i List Block A LIST is a special type of Mailbox block that is used to distribute copies of recordings to a predetermined list of mailboxes When a message is addressed to a LIST mailbox a copy of the message is sent to each of the member mailboxes A List block can also verify addressees and password protect information It can record a voice response or connect the recipient to the sender when authorized SAMSUNG Electronics Co Ltd 3 77 CHAPTER 3 Configuration Management Other LIST mailboxes may be members of this list thereby creating nested lists Members may be changed according to changes in the operating mode General List Block TEMPLATE LST General List Member Call Director General VMS Group Label Name TEMPLATE LST Number Extension Mclass Language List Controls Send broadcast MSG allowed
11. Wait for entry Retries on invalid Repeat on no entry Other Number Leave a message Hold Other options Operator Escape CHAPTER 3 Configuration Management Description The time in seconds that extensions in this ECLASS will wait for the caller to make an entry This parameter is in effect after prompts play requesting caller entry on a failed transfer This time begins after a prompt is spoken or after the last digit is pressed This parameter should be kept in the 3 5 second range to avoid long delays by the IVM The allowable input is 0 99 seconds The number of times from 0 to 99 that the IVM will allow the caller to reenter his password if an invalid password was entered The number of times from 0 to 9 that the IVM will repeat prompts if no entry is made by the caller This only effects prompts associated with the ECLASS block To make the system play a prompt O Leave a message at the tone after hearing an extension s call condition greeting this parameter should be set to 0 No digit is assigned for this This controls the ability of the IVM to allow callers reaching extensions to dial another extension This is a digit that a caller enters to indicate that they wish to leave a message Allowable digits are 0 9 but cannot be the same as the hold digit This is a digit that the caller enters when he or she elects to hold for an extension that is busy Allowable digits are 0 9 but cannot
12. When enabling e mail gateway for a subscriber make sure the MCLASS with the appropriate mail server is assigned MCLASS SAMSUNG Electronics Co Ltd 3 85 CHAPTER 3 Configuration Management Authorization Mailbox Block TEMPLATE MBX General Authorization Alerts MW amp AutoFoward E Mail Gateway Call Director Activity Authorization Forced messages allowed Workload manager CornmitmentiFollow up allowed Message grouping allowed Mailbox greeting allowed Yes Message alert control allowed Yes Extended prompting enabled Yes Auto play of new message enabled Yes Auto play of message info enabled Yes Item Forced messages allowed Workload manager Commit ment Follow up allowed 3 86 Description This option makes the mailbox capable of sending Forced Messages Forced Messages are messages that have either Reply Required or Delivery Imperative When a message is designated as Reply Required the messages recipient MUST reply to the message before the message can be saved or deleted When a message is designated as Delivery Imperative the IVM will take an extra step to deliver it The recipient s stored telephone numbers will be tried This allows access to the subscriber workload manager in the subscriber telephone interface It makes available option 1 dial 1 at the Subscriber Main Menu and will allo
13. When the No Answer greeting is not recorded the IVM advises the caller that the called party is not available and offers additional options to the caller A subscriber can set Call Blocking active using Access Manager Services After activating Call Blocking the subscriber is prompted to indicate how long blocking is to remain active This feature can be activated for a number of hours 1 to 9 for the end of the current business day for the beginning of the next business day for a day of the coming week for Monday through Sunday for a specific date for hour and minute or until further notice Call Forwarding Forward All Calls allows a subscriber to have their incoming calls answered by an associate at another internal extension it is not used to forward calls to an external telephone number To have calls connected to an external number the subscriber has to use the Designated Location Service When calls are forwarded to another associate s extension a caller entering the forwarder s extension number will immediately hear Transferring to Called Party s Name Calls are being forwarded to Associate s Name If the associate answers the call the associate will be prompted as to who the call is forwarded from This feature can be activated for a number of hours 1 to 9 for the end of the current business day for the beginning of the next business day for a day of the coming week for Monday through Sunday fo
14. Ltd Item ANSWER NO ANSR BUSY FBUSY ERROR Ubigate BG IVM User Guide Description The block that the IVM will execute next if the dialed number is answered Normally this pointer is left blank in which case the IVM will hang up after completing the call transfer The IVM goes immediately to a designated target block when a no answer condition is encountered The IVM goes immediately to a designated target block when a busy condition is encountered The IVM goes immediately to a designated target block when a fast busy is encountered The IVM goes immediately to a designated target block if an error signal is encountered after dialing the number N NOTE If an applicable pointer is not set or the supervision parameter is set to none the IVM will go on hook after dialing This is a typical situation for transferring callers to the console for assistance Directory Block A Directory block defines necessary information about how the system Dial by Name Directory will function Note that in order for the directory feature to properly work the included subscribers must have recorded their names and entered DTMF values for them This information includes the maximum number of digits that a caller may enter to search for an individual s name the maximum number of names matching a caller s entry and also whether or not to speak the extension number of the matching name to the called party Th
15. OPERATOR This is the target block that the IVM will pass control to if the caller presses the Operator digit while listening to the mailbox greeting or recording a message AUTO FWD This is the mailbox to forward new messages to when the time has expired in the Auto Forward Message After parameter The target must be another mailbox and may not point back to itself Activity Mailbox Block TEMPLATE MBX General Authorization Alerts MWI amp AutoFoward E Mail Gateway Call Director Activity Activity Data last accessed Activity Public Subscriber Totals Mailbox access count Message sent Message received Total connect minutes Current message count New messages Saved messages This page will keep track of this mailbox block s activity It contains the following statistics Three columns of statistics exist Outside or Public callers Call from other subscribers and Totals Item Description Date last The last time that the subscriber logged into this mailbox accessed Mailbox The number of times that someone other than the subscriber Public access count Callers accessed this mailbox and the number of times that the subscriber logged into this mailbox regardless of what functions they performed SAMSUNG Electronics Co Ltd 3 93 CHAPTER 3 Configuration Management Item Message sent Message received T
16. The initial password is 0000 Change the password in System Parameter page Input your passcode ls UbigateiB6 VM cola les Menu Tab Help BG VM Tree Viewer Message Connected to 165 213 89 179 2010 07 19 13 34 07 SAMSUNG Electronics Co Ltd 2 5 CHAPTER 2 Configuration Overview DTMF System Administration 2 6 Some system administration functions can be accessed by calling the IVM from a touch tone phone These administrative functions allow the system administrator to perform the following tasks 1 Edit system prompts 2 Edit create delete and modify subscribers 3 Change the operating mode Day Night etc 4 Shut the IVM down Accessing DTMF System Administration To access the DTMF system administration mode perform the following tasks f Call the IVM and from the main menu press the key followed by four zeros If you are answered by a prompt to enter your password you are in a mailbox and must first press to reach the main menu 2 When prompted enter the administration password specified in the system wide parameters You will be presented with the system administration menu Edit System Prompts In order to create or edit system prompts do the following tasks e Call the IVM and access the system administration menu e Press 1 to edit system prompts Follow the spoken instructions to edit system prompts At the
17. The number of times an administrator accessed the system from this menu Total count The total number of times that callers accessed this menu i Mode Block A mode block exists for each operating mode An operating mode is defined by a combination of port s and time It can be as simple as Day or Night mode or more complex e g a special mode that is in effect for port 2 and 3 between 9 23 AM and 7 41 PM on Mondays and Wednesdays A mode block is an entry point into a call routing solution for a particular operating mode and can contain an opening voice prompt which the IVM will speak when answering a call The main purpose of a mode block is to provide the IVM with an entry point into a call session and to direct it to other blocks depending on the type of call The mode block receives call information from the phone system speaks a salutation optional and then transfers control to the next block SAMSUNG Electronics Co Ltd 3 111 CHAPTER 3 Configuration Management 3 112 A mode can have only one mode block Every call reaching the IVM is identified by a call code A call code consists of two letters The first letter will indicate how the call arrived and will be D Direct Call A Forward All B Forward Busy N Forward No Answer or T Manual Transfer The second letter indicates the type of call and will be T trunk or S Station The IVM can direct the call to a different block for each different call co
18. This delivers a recorded voice message to a list of mailboxes It may contain other lists as members Mailbox Block This receives records sends and stores multimedia messages It contains default personal greeting name and password for a subscriber This block contains all the parameters for a mailbox including cell phone notification One usually exists for each phone on the system MClass Block This is a class of service block for mailboxes and contains additional permissions that apply to all mailboxes in this class Menu Block This speaks prompts to a caller and routes the call based on the caller entry The Auto Attendant main menu is an example of a menu block Mode Block This answers incoming calls for assigned port s by mode as assigned in the Schedule Table It collects and stores Call Data in appropriate call session memory registers It can speak salutation prompts Port Block This contains all parameters to connect and communicate with a device the IVM is directly attached to For most applications changes to this block are not required It is used to identify how a call is disconnected Query Block This sends a question statement in voice and expects to record a voice and or DTMF response It delivers recorded response to one or more mailboxes for transcription SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Speak Block The purpose of the speak block is to announce a prompt or system i
19. Y the new message that is to be Auto Forwarded will be discarded from this mailbox when the forwarding takes place If this parameter is set to N the mailbox will retain a copy of the message that is Auto Forwarded This parameter is only active when Enable Auto Forward parameter is set to Y The number of hours and or minutes before a new message is automatically forwarded to another mailbox Auto Forwarding is disabled if this parameter is left blank The range for this is from O no forward to 23 59 almost one day 3 89 CHAPTER 3 Configuration Management E Mail Gateway Mailbox Block TEMPLATE MBX General Authorization Alerts MI amp AutoFoward E Mail Gateway Call Director Activity E Mail Gate Way Enable E Mail Gateway support No From Deliver MSG Deliver MSG Deliver MSG Deliver MSG Deliver MSG 1 2 3 4 5 Notify Only Notify Only Notify Only Notify Only Notify Only Item Enable E Mail Gateway support From Deliver MSG 1 2 3 4 5 Notify Only Description This is a Y or N setting Y enables the e mail gateway for that subscriber s mailbox and N disables the functionality Put in the e mail address that the subscriber would like to receive Replies to if a recipient of a voice message from him or her wishes to reply via e mail When
20. and Notify Only Call Director Mailbox Block TEMPLATE MBX General Authorization Alerts MMI amp AutoFoward E Mail Gateway Call Director Activity Operating Mode 00 Default v Call Director Action Target Name Event MSG LEFT NOMSG LEFT GREET DTMF OPERATOR AUTO FWD O SAMSUNG Electronics Co Ltd 3 91 CHAPTER 3 Configuration Management Item Operating Mode MSG LEFT NOMSG LEFT ESCAPE GREET DTMF 3 92 Description lt indicates the mode name and number for which the displayed block pointers targets are active Each operating mode is given a unique number by the system Valid numbers are 01 99 and are assigned in sequence as new modes are created The mode number and name are associated with the block s pointers but not the block itself This allows each block to route calls to different destinations in different modes using different targets for the pointers various mode references For example the message left pointer might route callers to an operator during the Day mode but after 5 00 PM it would route them to a Bye block Pointers set in the default mode are always in effect unless the same pointer is set in the current operating mode The IVM will display Default Mode pointers in a block while viewing pointers in another mode The default mode pointers will be grayed out to denote that they are not in the c
21. and Objects configured together to create a call routing solution for specific member s of a Telecommunity Blocks Blocks are components used to build an individual customer application All call flow is programmed using these blocks Each block type has a specific function and can be chained together with other blocks to provide a complete call processing solution Bye Block Speaks a prompt usually Good bye then terminates the call session Dial Block This block is typically used for dial devices such as fax machines and modems or paging systems Any device where the power of having the functionality of a subscriber is not needed Directory Block This is a utility that sets up necessary parameters used in the subscriber s directory list EClass Block This is a class of service block for extensions and contains additional permissions that apply to all extensions in this class Extension Block This represents a subscriber to a caller It houses subscriber s settings personal greetings and call coverage controls such as call blocking and screening SAMSUNG Electronics Co Ltd 3 39 CHAPTER 3 Configuration Management 3 40 It contains caller option processor and designated location facility for routing callers to a subscriber s current telephone regardless of physical location Multiple subscribers each with their own extension object can effectively share a single telephone List Block
22. sec Message The number of days from 1 to 999 that unread messages will remain retention before being automatically discarded An individual message s day retention will be reset to this value each time the message is reviewed and saved This is now associated with the Adjust Message Retention parameter on the E Mail Gateway page When Adjust Message Retention is set to Y this parameter no longer applies Public Caller Interface MClass Block TEMPLATE MCL General I Public Caller Interface Outcan _ Prompts E Mail Gateway Call Director Public Caller Interface Wait for caller entry Retries if invalid entry Repeat prompts no entry Record silence timeout Digit for operator assistance Digit to skip greeting ojo j mnjo Digitto escape Digit log on as a user E 3 96 SAMSUNG Electronics Co Ltd Item Wait for caller entry Retries if invalid entry Repeat prompts no entry Record silence timeout Digit for operator assistance Digit to skip greeting Digit to escape Digit log on as auser ad ministration digit SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description This is the number of seconds from 1 to 99 that the IVM waits for an entry during the message editing and message retrieval operation The time begins at the moment that a prompt that requests an entry from the caller is spoke
23. when a caller is calling in from his or her cell phone and does not want to stay on the phone any longer than they have to so they can save minutes on their phone The IVM will beep once for a single message and twice if there is more than one message SAMSUNG Electronics Co Ltd Item Directory Public User Subscriber password Retention days remaining days Ubigate iBG IVM User Guide Description A Y in these parameters and the subscribers name recorded in the mailbox allows this object to be listed in either of the appropriate directories The public directory is the directory that callers access The user directory is the directory that subscribers access This field allows the mailbox password to be changed to the default digits to be specified by the default password in the System Wide Parameters or to be removed completely Inputs are DEFAULT or NONE In the IVM subscribers usually have both an extension block and a mailbox block but may have only one of them Since each of these blocks have a password option if different password values are entered in each of these blocks extension and mailbox the IVM will try to resolve these two password fields into one value The extension password will override the value in the mailbox field The number of days remaining before this block is automatically discarded during system maintenance This only applies to unused mailboxes x NOTE
24. 6 Voice Studio Mailbox blocks only y ME 7 7 Operating Utilities peeps ca create Network Mailbox blocks 7 7 1 Display User Log A 7 7 2 Display Error Log E 7 7 2 Activity Log E 7 7 4 shutDownvm 7 7 5 Subscriber Import E 7 7 5 Backup and Restore E 7 7 7 Clear Report Count E 7 7 8 initialize vw 7 8 0verride Mode o E 7 9 view system Report o E 7 10 Site Information E 7 11 Status Screen 7 1201 Parameter Both Ext and Mbx blocks Message Connected to 165 213 89 179 2010 01 05 12 37 17 1 Select Group Select the Group Number that the subscribers will be listed under Group Numbers are convenient for organizing large sets of subscribers into specific groups In such cases several subscribers may have the same extension or mailbox number or the organization may wish to restrict transfers between the different groups Because the IVM does not allow the same extension or mailbox number to be used more than once in a group and only allows transfers between members of the same group it is strongly recommended that all subscribers use Group 01 2 Select the txt file to import The file name can be any text file with extension txt O SAMSUNG Electronics Co Ltd 3 21 CHAPTER 3 Configuration Management 3 22 3 Select Subscriber Objects Select subscriber objects for easy importation of a large number of subscribers In the selec
25. 7 4 subscriber List seats a 7 5 System Parameters Subs Calls Calls to Subscribers Extensions o E 7 6 Voice Studio o a 7 7 Operating Utilities 7 8 0verride Mode E 7 9 View System Report 7 9 1 By Application 7 9 2 0 Subscribers E 7 9 3 Messaging Activity 7 9 48y call Code E 7 9 5 8y Hour 7 9 5 8y Port Number E 7 9 7 8y Day of Week amp BH 7 10 Site Information H 7 11 Status Screen 7 12 1 Parameter Refresh Timer sec 15 y Message Connected to 165 213 89 179 2010 01 05 13 08 33 Indicates the report period This is the period between the date beginning when the report counters were last cleared and the date ending at the current date Reporting Created The date and time the report was actually created SAMSUNG Electronics Co Ltd Subs Calls Ubigate BG IVM User Guide The total number of calls to the subscriber s extensions listed by how the calls were handled completed redirected rejected etc Calls To Subscribers A listing of how all calls to the subscribers were handled and their percentages For example 9 of all calls to subscribers were cases Extensions Total Subs Calls Caller Hold where the subscriber s extension was busy The total number of calls to the subscriber s extensions The total number of minutes callers were on hold Time Messaging Activity
26. Block TEMPLATE DAL General Information Call Director Operating Mode 00 Default v ANSWER NO ANSR Call Director _ Action Type Gp Target Name BUSY FBUSY Item Operating Mode Description This displays the Mode name and number for which the displayed block pointers targets are active Each operating mode is given a unique number by the system Valid numbers are 01 99 and are assigned in sequence as new modes are created Pressing ENTER at this field opens a mode target generator from which an existing mode name may be selected or a new name may be entered Entering a new name creates a new mode with its corresponding number The mode number and name are associated with the block s pointers but not the block itself This allows one block to route calls to different destinations in different modes using different targets for the pointers various mode references For example the No Answer pointer might route callers to an operator s extension in the Day Mode but after 5 00 PM it would route them to a Night Options menu in the Night Mode Pointers set in the Default mode are always in effect unless the same pointer is set in the current operating mode The IVM will display default mode pointers in a block while displaying pointers in another mode The default mode pointers will be grayed out to denote that they are not in the current mode SAMSUNG Electronics Co
27. Description Prompt for urgent delivery 0765 Description Prompt for call back 0766 Description Promptfor phone number 0767 Description Special Service Prompts Description Prompts for invalid entry 0768 Description Prompts for user available 0769 Description Prompt prior to transfer 0770 Description Conversation Record Controls Description Prompts prior to record 0771 Description Beep before recording No Prompt prior to record Used in the system wide record facility for a public caller leaving a message This field is left blank by default You may create a custom prompt The system prompt recorded for this field is prompt 0760 Prompt Played when a caller has chosen to record something when the disk indicating is full By default this prompt is Sorry The message storage unit is error full It may be changed to any other system prompt or you may replace it with a custom prompt SAMSUNG Electronics Co Ltd 3 99 CHAPTER 3 Configuration Management Item Prompt indicating discard Prompt indicating success Prompt for normal delivery Prompt for urgent delivery Prompt for call back Prompt for phone number Prompt for invalid entry Prompt for user available Prompt prior to transfer Prompt prior to record Beep before recording 3 100 Description Confirm
28. G 729a Multiframe 6 723 1 Multiframe 11802 1p Q Enable Disable 802 1 p priority 0 802 1 Q VLAN Tag TOS DTMF General Type D 00000000 Outband Message SAMSUNG Electronics Co Ltd Connected to 165 213 89 179 2010 11 11 10 25 17 3 35 CHAPTER 3 Configuration Management 3 36 Item Silence Suppression To RTP Gain To PCM Gain Jitter Minimum Jitter Maximum Jitter Adapt Prd Jitter Delete Length Codec G 711 Multiframe G 729a Multiframe G 723 1 Multiframe 802 1p Q Enable 802 1p priority 802 1Q VLAN Tag Description This parameter determines whether silence suppression is used This prevents transmission during the silence period of a call and conserves bandwidth when enabled PCM input gain value of DSP Direction is from PCM to Packet The range is 18 38 14 dB 6 dB This sets the quality of PCM voice from the VoIP DSP to the site Default is 32 0 dB This value selects the voice volume Direction is from Packet to PCM The range is 18 38 14 dB 6 dB Decides the minimum time to consider delay for jitter adjustment The range is 0 150 ms Decides the maximum time to consider delay for jitter adjustment The range is 30 200 ms The adaptation period controls the speed at which the jitter buffer can adapt downwards when current network condition allows The larger the value the slower t
29. Guide View System Report Management Information The IVM provides a large number of counters to track specific events occurring in an application and on a system wide basis This allows an administrator to quickly view activity and parameter value settings The IVM offers activity data and parameter value settings that provide management information on volume of calls call connect time messaging status and resource utilization Note that there are many applications that introduce complexity to the reporting process For instance blind transfers will generate a call record when the IVM answers and then another record when the station forwards or recalls 1 e two records are generated for one call Also the calculations are made by each module of software and may seem to be inconsistent sometimes For this reason we suggest you use these reports as a guideline only or to observe trends over time We can explain how each number is generated but because each application is different we may not be able to explain apparent inconsistencies By Application 3 Ubigate iBG VM Menu Tab Help BG VM Tree Viewer y 7 9 1 By Application g vma o BH 7 1 0pen Block Table 72 Save Application Reporting 7 3 Schedule Table Sea 7 4 Subscriber List eee a 7 5 System Parameters Calls Minutes Connected Callers Application Call Distribution o E 76voice Studio o E 7 7 Operating Utilities 7 8 override Mode 9 E 7 9 view System Re
30. Menu Tab Help BG VM Tree Viewer 7 11 Status Screen E vma Port Mode Active Block Status BY 7 1 Open Block Table E 7 2 Save Application 7 2 schedule Table H 74 subscriber List H 7 5 system Parameters o I 76voice Studio o BE 7 7 Operating Utilities estan iti Reporti 08 07 06 08 27 09 6 39AM g HB 7 9 view System Report ea E 7 9 1 8y Application SEIN CHOU H 7 9 2 To Subscribers Average Calls per Week a 7 9 3 Messaging Activity Directory Accesses E 7 9 4 8 Call Code H 7 9 6 8y Hour 7 9 6 8y Port Number a 7 9 7 By Day of Week Total Message Count 7 E 7 10 Site Information Avg Messages Mailbox 7 10 1 Customer Data Disk Space Available 710 2 System Provider H 710 3 Local CO Provider a 7 10 4 LD Provider E 7 11 Status Screen 71211001 Parameter Times All Ports Busy Number of Subscribers Message Connected to 165 213 89 179 2010 01 05 13 17 51 Port The Port column indicates the voice port number Mode The Mode Number column displays which mode the port is in Active Block This column displays which block is currently servicing a call as it gets directed through the call session Status The status column displays the current condition that the port is in Some examples are Idle Processing Transferring Messaging etc 3 34 SAMSUNG Electronics Co Ltd Calls To Date Average Calls Per Week Directory Accesses
31. Schedule Table Mode Specific Event Pointers When configuring any block that defines event targets exit points from the block the IVM will first ask you to select a mode This allows exit destinations to be different for each mode For example the next pointer might access an announcement informing callers of special daytime sales events in the Day Mode but after 5 00 p m it would pass control to a different announcement about evening shopping hours in the Night Mode The IVM does not support announcement feature Pointers set in the Default mode are always in effect unless the same pointer is set in another operating mode The IVM will display Default mode pointers in a block while displaying pointers in another mode The Default mode pointers will be grayed out to denote that they are not in the current mode Each operating mode is given an unique number by the system Valid numbers are 01 99 and are assigned in sequence as new modes are created Pressing ENTER at this field opens a pointer mode target generator from which an existing mode name may be selected or a new name may be entered Entering a new name creates a new mode with its corresponding number The mode number and name are associated with the block s pointers but not the block itself This allows one block to route calls to different destinations in different modes using different targets for the pointers various mode references
32. Time applies to both new and saved messages Each time a message is saved the Retention Time is reset Only messages that have not been accessed are automatically deleted SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Message Retrieve Any sent message may be canceled before the recipient receives it Any message that has been sent but not listened to by the recipient may be retrieved pulled back into the sender s mailbox If the message was independently sent to several subscribers each copy may be retrieved separately A message sent to a distribution list may be retrieved up to the time it is first played by any member of the list Retrieving a message from a distribution list pulls it back from all list members It may then be edited updated rerecorded deleted or sent to a different destination This capability is particularly useful 1f the sender incorrectly addresses one copy of a message to several subscribers or if a change in events makes the message no longer relevant Message Rewind When listening to a message you may rewind 5 seconds This is useful if you are looking for a specific piece of information like a phone number Message Save You may save any message Once saved it will remain as a saved message until it is manually deleted or until the message retention timer expires for unlistened messages Message Send From within your mailbox you may send a message to any other mailbox
33. Transfer No answer Connect Busy Rejected Error Conference Call Control Override Strings Initiate Setup Abort Tear down Item Description Transfer The digits string command to dial to place a caller on consultation hold when transferring a caller from one extension to another and get a dial tone No answer The digits string command that the system dials to abort a call transfer which resulted in a no answer condition Connect The digits string command to dial to complete a call transfer and connect the caller to the called party Busy The digits string command that the system dials to abort a call transfer which resulted in a busy signal Rejected The digits string command that the system dials to abort a call transfer if the called party rejects the call 3 126 SAMSUNG Electronics Co Ltd Item Error Initiate Set up Abort Tear down SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description The digits string command that the system dials to abort a call transfer if an error such as no dial tone occurs The digits string command used to initiate a conference call The digits string command used to set up a conference call after the second station answers The digits string command used to abort a conference call if the second station does not answer The digits string command needed to tear down a conference call and dr
34. Ubigate BG IVM User Guide Description The name of the extension that belongs to this list In many applications this parameter will be left blank This parameter s primary use is to set an extension block that is used as a Department extension When unanswered a caller leaves a message for the List The message will then be distributed to all the members of the List block The name of the mailbox class of service that defines operating characteristics for this List This is a language option You may select from any installed language and from that point on the LIST will respond to the authorized owner in the language selected Authorized owner means a user who has entered a valid password If the extension parameter is filled in the IVM will try to resolve these fields to a single value make them match If conflicting information is contained in these fields the extension block has priority and the LIST block will be automatically changed to match This selection is based on the order of the defined languages in language page of the System Wide Parameters If the languages are to be reordered added to or changed in language page of the System Wide Parameters then this field should be re entered Set this parameter to Y if this list is a subscriber administrator Otherwise set to N If this is set to Yes then broadcast messages will be allowed from this list box Set this parameter to Y to use the full set of the IVM menu
35. Voice Prompts Select Language None a a e e fe 9 Message Connected to 165 213 89 179 2010 01 05 10 41 39 Default This sets the default operating language of the system Language Key Code The key code is the digit entered by the caller and used by the IVM to identify a language selection This key code is used in a language selection menu and it must be built specifically for your application Select In order to install a language select the prompt to load and press Language save button The installed prompts will be displayed in the list If the prompts that you want is not available you have to upload it via management interface or ftp This will take a few minutes Thus do not turn off the system until the upload is completed All language selection is based on the order of the defined languages in WN this page If the languages are to be re ordered a new language is to be ee OTE added or an existing language is to be changed then the action should be executed first before any mailbox language options are set E mail Gateway The parameters set in the SMTP Server section on this page are used for sending mails to the address set in the Report field This e mail gateway is used for O SAMSUNG Electronics Co Ltd 3 11 CHAPTER 3 Configuration Management sending error reports to the on site or off site system administrator The
36. a station block which allows the IVM to dial This is particularly useful for unique stations that must be handled in a special way However this usually isn t necessary Station blocks contain a set of matching strings which allow the IVM to select an appropriate station block based on the kind of number being dialed all seven digit numbers four digit numbers beginning with 3 0 long distance numbers etc The IVM requires at least one station block to make supervised calls and you can create as many station blocks as desired O SAMSUNG Electronics Co Ltd 3 123 CHAPTER 3 Configuration Management 3 124 Station blocks can be specifically selected If an instruction to dial a number such as a message alert number both found in the mailbox block does not have a specific station block defined a station block will be automatically selected based on the number to dial See Matching Dial Strings for more on this subject There are five types of station blocks preset on the IVM Template Beeper Long Distance Off Premise and On Premise Each of these station block types comes with factory preset settings which should not be changed If you want to change any of these parameter settings press copy button and enter a new name for the block You now have a new station block Make the necessary parameter setting changes to the new block and assign it as necessary Save the original five station blocks with their factory defa
37. aborted and the caller will be returned to the IVM to follow the No Answer call condition rules for that subscriber This allows the subscriber to enter a list of up to 9 personal phone numbers where the subscriber can be reached Examples of this would be cell phone branch office home etc These numbers may be quickly entered into the designated location Alternate or positions 1 5 may be used by the find me feature See Stored Numbers A Y in this parameter allows the subscriber to use Extended Subscriber Prompting Extended Prompting plays all of the options available to a subscriber An N in this parameter disables the option and the IVM will play only the first three or four prompts 3 69 CHAPTER 3 Configuration Management 3 70 Additional Information Extension Block TEMPLATE EXT General Authorization Additional Information Caller Options Processor Call Director Activity Stored Numbers 1 2 3 Greeting Number Recorded Nurnber Record No answer Blocked Screening Busy Night Password set Name recorded Availability Schedule Stop ONIOFF Tuesday Wednesday Thursday Friday Saturday ofofofojojojo gt Item Stored Numbers Greeting Number Recorded Description This is a list of nine phone numbers where the subscriber can be reached Exampl
38. and sent to the mail server Adjust Message Retention must be set to Y for this parameter to take effect The selected range is from 0 to 999 MClass Block TEMPLATE MCL General Public Caller Interface OutCall Prompts E Mail Gateway Call Director Operating Mode 00 Default v Event MSG LEFT NOMSG LEFT Call Director Action Type Target Name ESCAPE GREET DTMF OPERATOR USER EXIT DIRECTORY SAMSUNG Electronics Co Ltd Item Operating Mode MSG LEFT NOMSG LEFT ESCAPE GREET DTMF OPERATOR USER EXIT DIRECTORY SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description Indicates the mode name and number for which the displayed block pointers targets are active Each operating mode is given a unique number by the system Valid numbers are 01 99 and are assigned in sequence as new modes are created The mode number and name are associated with the block s pointers not the block itself This allows one block to route calls to different destinations in different modes using different targets for the pointers various mode references For example the No Answer pointer might route callers to an associate s extension during the Day mode but after 5 00 PM it would route them to a mailbox during the Night mode Pointers set in the default mode are in effect unless overridden by the same pointer set in the current operati
39. and the mail server Based on the Local Domain Name and Domain ID the mail server can validate that it is accepting mails from this client Mail servers that are on a local LAN and that do not have Public IP addresses often do not require authentication 3 101 CHAPTER 3 Configuration Management 3 102 Item Attempts Retry interval Adjust message retention Message retention to use Call Director Description Number of tries that the IVM attempts to deliver an e mail message if it fails The default value is 3 After the last attempt fails the IVM will generate a failure report e mail and attempt to deliver it to the Report address assigned in System Wide Parameters This is how long the IVM will wait between failure attempts before trying to deliver an e mail message again N is the default setting This means that the IVM will leave the original voice message as New The subscriber can then go in and delete or save the voice message via the telephone interface at any time until the number of days specified in the Message Retention timer set on General page of the MCLass Y means that the IVM will follow the Message Retention to use value set below in place of the Message Retention set on General page Sets the number of days to retain the voice message as New after it sends it to the mail server A value of 0 means delete the original voice message immediately after it is picked up
40. be the same as the Digit to Leave Message Digit to Request Paging or Digit for other options This digit is active after a call transfer that results in a busy condition This is a digit that the caller enters to indicate that they wish options other than leaving a message or holding Allowable digits are 0 9 but cannot be the same as the Digit to Leave Message Digit to Hold or Digit to Request Paging This is a digit that the caller enters to transfer to an operator Control is passed to the block indicated by the Operator pointer This is a digit that the caller enters to exit immediately from the current process Control is passed to the block indicated by the Options pointer This digit is also used by a subscriber when exiting from the Extension menu Control is passed to the block specified by the USER EXIT pointer Allowable digits are 0 9 Q and SAMSUNG Electronics Co Ltd Prompts Ubigate BG IVM User Guide EClass Block TEMPLATE ECL General Prompts Hold Controls OutCall Call Director Target herald prompt Prompts and Digits Prompt Description 0739 Description Digit Forward herald prompt 0740 Description Blind xfer prompt 0701 Description Monitored xfer prompt 0702 Description Find me xfer prompt 0742 Description Call screening 0700 Description No answer prompt 0714 Description Busy prompt 0715 0716 Descr
41. block while viewing pointers in another mode The default mode pointers will be grayed out to denote that they are not in the current mode NO ENTRY The block that the IVM will execute next if the caller makes no entry in this menu INVALID The block that the IVM will execute next if the caller has made too many invalid entries determined by Retries allowed or a search on a value other than ENTRY failed to find a match FAXCALL The block that the IVM will execute next after hearing a FAX Tone This applies only when the FAX machine is an extension of the system User defined event pointers These are the event pointers that the user enters to customize the IVM functions They include all the entries below FAXCALL GOTO Specifies the next block to execute if the caller s entry matches the INPUT value PASS PASSWORD THEN GOTO Used only with menu blocks A password pointer is used to restrict access to a target block by requiring the caller to enter a password code before passing control to the target block TRANSLATIONS Translates caller entry telephone system or network integration information to the translated value specified The IVM then searches for a match using the translated value SEARCH Used only with menu blocks This type of ACTION uses the INPUT value to search a specified range of block types to find a block with a number that matches and then passes control to the block More th
42. different 5 e mail addresses for E message notification This is useful if the subscriber gets their e mail at many different locations or if the mailbox provides some types of service SAMSUNG Electronics Co Ltd 1 21 CHAPTER 1 Introducing the IVM 1 22 Voiceform Questionnaire Q amp A Features This feature allows the IVM to be used to conduct surveys or collect a response to a pre programmed questionnaire Answers are collated and stored in a specific mailbox es or the answers may be split into many different mailboxes These mailboxes and messages are administered by subscribers just like any other mailbox and message The subscriber simply logs in and listens to the message This is a useful tool any time you need to collect specific information from a caller and do not have an available staff member to take the call directly The answers are then listened to so that a paper or electronic form could be filled out by the subscriber listening to the message Multiple Response Destinations Caller responses during a Voiceform session can be routed to multiple mailboxes Any part of a caller s response may be distributed among several mailboxes For example a Voiceform session might be designed to process customer orders Portions of the caller s responses could be sent to an accounting mailbox for credit approval while the rest of the responses are routed to a shipping department mailbox to expedite the order Playback He
43. disconnected ret fal Message Connected to 165 213 89 179 2010 01 05 11 11 29 Port 4 TEXT N1 EXT 33031 O SAMSUNG Electronics Co Ltd 3 17 CHAPTER 3 Configuration Management 3 18 Display Error Log This is a log of all system errors and other information including startup and system daily maintenance The information supplied in this log includes VM breeding mailbox lost message file recovered IVM shutting down and other system information During system maintenance this log will be truncated Only the most recent 150 KB will be kept Ubigate BG YM Menu Tab Help BG VM n Tree Viewer 4 7 7 2 Display Error Log TIMAA Down a a gt E 7 1 0pen Block Table WARNING Wed Aug 5 12 47 49 2009 7 2 Save Application Thread MAINT had to be restarted at shutdown a l 7 ple ERROR Wed Aug 5 12 47 59 2009 E 7 5 System Parameters Thread MAINT had to be terminated at shutdown o E 7 5 voice Studio NOTICE Wed Aug 5 12 49 59 2009 2 E 7 7 Operating Utilities Block table os7100 vm dta BLOCK TBL successfully loaded 7 7 1 Display User Log NOTICE Wed Aug 5 12 49 59 2009 7 7 2 Display Error Log Total E 77 2activity Log voice ports available 6 E 77 4 ShutDownvm NOTICE Mon Dec 14 0 00 09 2009 E 7 7 5 Subscriber Import Independence day of USA is removed in Schedule table E 7 7 6 Backup and Restore NOTICE Mon
44. filled in with a valid e mail address the receiving party will see the sending subscriber s name as it appears in the mailbox Label name If left blank all voice messages sent by the subscriber will display VM in the From field of the receiving party s Inbox Enter the e mail address or addresses that the subscriber wishes to have E Message Delivery sent to A subscriber or mailbox can have up to 5 different e mail addresses assigned Enter the e mail address or addresses that the subscriber wishes to have E Message Notification sent to A subscriber or mailbox can have up to 5 different e mail addresses assigned E MAIL ADDRESS SYNTAX An e mail address can be entered in a couple of ways 3 90 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide The traditional e mail syntax is username mailserverdomain domainsuffix domain suffix com net org etc In this case the name entered as the mailbox label name will be displayed in the Inbox From field if the voice message was sent subscriber to subscriber If you do not want the recipient to see the label name as it is typed you can use the following syntax Firstname Lastname lt username mailserverdomain domainsuffix gt or Departmentname lt username mailserverdomain domainsuffix gt This applies to all fields that accept an e mail address e System Wide Parameters Report and Reply To e Mailbox block From Deliver MSG
45. in this parameter allows the subscriber to set call screening for their extension The IVM asks the calling party to speak his name before transferring the call and allows the called party to accept or reject the call when answered If the call is rejected the IVM will prompt the caller that their party is unavailable and allow them to dial another extension or leave a message Allowable inputs are Y for yes or N for no The enabled field shows if this option is currently set This setting must be Y to allow a subscriber to set this greeting This option can only be set by the subscriber if the extension has Greeting type of Basic Find Me is a feature that may be programmed by the subscriber as a high priority call connection method When this feature is set the IVM will begin to dial the first 5 numbers in the subscriber s stored number list until the subscriber is reached The enabled field shows if this option is currently set SAMSUNG Electronics Co Ltd Item Scheduling Intercept auto night intercept Retrieve public caller allowed Busy greeting allowed Alternate location allowed Store phone numbers allowed Extended prompting enabled SAMSUNG Electronics Co Ltd Ubigate iBG IVM User Guide Description Each subscriber if allowed by setting this parameter to Y may define a weekly availability schedule This schedule is used to automatically select a d
46. including spaces A block name may not be the same as another block name This prompt requests a voice response to be recorded by the caller It is followed by a short tone signal that indicates that the system is recording Valid entries are 1000 9999 with blank indicating say nothing Example Please speak your name at the tone beep This prompt is given after the response has been recorded It may simply say Thank you to acknowledge the response or prompt the caller to enter DTMF tones to playback change or confirm their response This prompt is played if a system error occurs The most common error condition is that the message storage disk is full Example Sorry The message storage unit is full Please hold the line for assistance This prompt is played to the caller when an invalid DTMF entry is made The number of times to repeat the query prompt if the caller does not begin speaking 0 9 The number of times to repeat the Exit Prompt if no DTMF has been dialed 0 9 Set this parameter to Y to immediately play back the caller response Otherwise set to N If set to Y a new message will be created for any subsequent queries during this call session If this is set to N the responses to any additional queries will be appended to the message created during this call session This prompt is used when the message is being played back It is followed immediately by the caller s recorded
47. manages these messages in the same manner as any other voice message Designated recipients of these messages may review save and forward them with comments using the complete range of voice mail features Callers engaged in a Voiceform dialogue may be routed to any and all system resources System Capacity Ports concurrent recording or listening sessions Message Storage 18 Hrs lt is the total recording time of the voice mail system and depends on the number of installed prompts Message retention 9999 days 0 9999 day Number of messages per 0 9999 0 9999 mailbox Max message length 0 9999 s 0 9999 s O SAMSUNG Electronics Co Ltd 1 23 CHAPTER 1 Introducing the IVM This page is intentionally left blank 1 24 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide CHAPTER 2 Configuration Overview Chapter 2 describes how to configure the IVM In order to use the IVM you must configure related setting in the BG system in advance Refer to the BG configuration guide for this information Auto Configuration The IVM is designed to simplify the installation procedure and to minimize setup time The following is configured automatically by exchanging information between the ICM running on the main system and the IVM Whenever extensions are created modified added deleted on the ICM ruming on the main system the changes are automatically applied to the IVM A mail box is also created automat
48. the value stored in the Forward Id register Input A B C E SAMSUNG Electronics Co Ltd Registers A LD Account Code B Call Back Value C Caller ID E IVM Port Extension Number A 1 ANNEX A Special Characters Used When Writing Dialing Instructions Input Registers F F Forward ID K K Key Value N N Number of New Messages in a Mailbox S S Number of Saved Messages in a Mailbox T T Trunk ID X X Extension Number Value 1 1 Value stored in Register 1 2 2 Value stored in Register 2 3 3 Value stored in Register 3 4 4 Value stored in Register 4 A 2 SAMSUNG Electronics Co Ltd ABBREVIATION Ubigate iBG IVM User Guide CO DND DNS DOW DSP DT DTMF GUI MAC MGI SAMSUNG Electronics Co Ltd Auto Attendant Central Office Do Not Disturb Domain Name System Day of Week Digital Signal Processor Direct Trunk Dual Tone Multi Frequency Graphic User Interface Integrated Call Management Identification Internet Protocol Integrated Voice Mail option card Media Access Control Media Gateway Interface ABBREVIATION P PCM RTP SMTP TOS VLAN VM VMS VolP Pulse Code Modulation Real Time Protocol Simple Mail Transfer Protocol Type of Service Virtual Local Area Network Voice Mail Voice Mailing System Voice over Internet Protocol SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide O 2010 SAMSUNG Electronic
49. the workload Their entire workload or a specific group can be reviewed Until Scheduling The Until Scheduling method is an easy way to schedule the termination of an IVM service relative to the time the service is set active Most of the services on the IVM give subscribers greater control over their communications by providing Until Scheduling The subscriber just sets a time for the service to terminate when activating it and does not have to worry about remembering to deactivate the service in the future The Until Scheduling options are a number of hours 1 to 9 the end of the current business day based on the subscriber s current availability schedule for the beginning of the next business day based on the subscriber s current availability schedule a day of the coming week Monday through Sunday a specific date hour and minute or until further notice Urgent Messages Messages left by and for subscribers may be flagged as Urgent Urgent messages are played first and notification may be configured to only alert you for these urgent messages SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Administration Features Activity Display While the IVM system is running a connected management interface will show useful statistics about the system e g number of calls average calls per week number of times all ports were busy total messages and space available Administrators Mailbox A subs
50. this extension block will take precedence NOTE QUE FULL Pointer N The lt QUE FULL gt Pointer may also be specified in the associated NOTE ECLASS block However the lt QUE FULL gt Pointer in the EXT block will take precedence O SAMSUNG Electronics Co Ltd 3 75 CHAPTER 3 Configuration Management 3 76 Activity Extension Block TEMPLATE EXT General Authorization Additional Information Caller Options Processor Call Director From Answered No answer Blocked Rejected Redirected Hold count Abandoned No response Left message Operator Other option Avg hold time in sec To This page will keep track of this extension block s activity It contains the following statistics Item From To Total Answered No answer Busy Description Indicates the period between the date when the Report Counters were last cleared and the current date It applies to all call counts in this report Shows the total number of calls that this block has processed during the period specified in the following range The number of calls processed by this block which were answered by the called party and what percentage of the total calls this number represents The number of calls processed by this block which encountered a ring no answer condition and what percentage of the total calls this number represents The number of calls processed by this block whic
51. to accept the transfer or they can press other digits to reject redirect or record a real time greeting that plays immediately to that caller Hold for Busy Station The IVM may be enabled to allow callers to hold for a busy station When a caller elects to hold the IVM places the caller in a Hold Queue If additional callers attempt to reach the busy extension and they choose to hold they can be informed of their position in the queue and the estimated hold time before being connected Callers given the option to hold may be limited When the limit is reached callers can be routed to other extensions or applications that have been configured to deal with this condition Multiple Personal Greetings 9 When a subscriber does not answer or accept a call the IVM will answer The IVM recognizes five different reasons why a subscriber does not answer a call We refer to these reasons as Call Coverage Conditions The IVM allows a subscriber to assign a different personal greeting to each Call Coverage Condition A condition should be considered a socket into which a personal greeting is plugged The greeting that gets plugged into each socket should offer caller options appropriate for that condition The IVM provides each subscriber nine 9 personal greetings labeled 1 through 9 A subscriber can assign plug in any greeting to any Call Coverage Condition However when a subscriber first logs on to the IVM personal greetings numbe
52. valid DTMF while listening to the List greeting If defined the Admin digit escape digit digit to skip the greeting and the operator digit are not considered valid for this pointer The target block is a menu The menu will perform a search operation to match the caller ENTRY to the INPUT value of a pointer or the number of an extension or a mailbox OPERATOR This is the block to go to if Operator assistance is requested Mailbox Block 3 82 The mailbox block is used to implement the voice mail messaging features on the IVM It also controls the operating characteristics specific to an individual mailbox such as whether the mailbox is announce only or if the subscriber has mailbox administration capabilities This block maintains the message notification details The mailbox is where a subscriber receives sends and manages messages The public caller may record a message after hearing a personal greeting from the mailbox user and choose to review re record send or discard his or her message Event pointers are used to provide flexibility to handle messaging differently for various modes of operation typically at different times of the day The mailbox group number is convenient for organizing mailboxes and or subscribers into application specific groups This number must be the same as the group number for the MClass used to control this block In most applications the default value of 01 is normally used Values from 01 to
53. web browser and enter the following URL https A B C D 60443 where A B C D is the IP address of the BG system Then the following will be displayed BG VM Windows Internet Explorer o 5 6E3a GO A 7 P i Favorites 3 Samsung mySingle A D dh y Pager Safetyy Toos amp iecvm a Ubigate IVM DM Samsung IVM Device Manager WU gt 2 Done A 3 Internet Protected Mode Off fay R10 SAMSUNG Electronics Co Ltd 2 3 CHAPTER 2 Configuration Overview Java Web Start Plug in Installation Java Web Start plug in should be installed to use the BG VM If it is not installed click Java Web Start plug in and then click the button Free Java Download to install the plug in TE jnva cor Java You Windows Intenet Explorer ss EE E Go me a 4 x B sing P e Favorites sip En y G o Pager Seye Tools Dv E java com Java You JAVA YOU DOWNLOAD P Internet Protected Mode On 10 a At least JRE 1 6 should be installed to use the iBG VM If an old version of JRE i e lower than the version 1 6 is installed remove it and install a new version 2 4 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Execution of iBG VM If Java Web Start plug in is installed in your browser the BG VM will be executed It will ask you to enter the system administrator password to login
54. 0 to 8 The default is 0 This affects both the GUI access and the TUI Telephony User Interface access For the GUI access this password gives the administrator access to all parameters It is the highest level password and enables the administrator access to shutting the system down For the TUI access this password along with the remote login procedure gives the administrator access to recording system prompts and overriding the scheduling by engaging a specific mode This password is also required to access System Wide Parameters Without this password you would not be able to set the other system level passwords The language page shows a list of all installed languages Languages are defined by Language and Locale or dialect 3 10 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide 3 Ubigate BG YM Menu Tab Help BG VM Tree Viewer 7 2 Save Application 7 3 Schedule Table 7 4 Subscriber List 7 5 System Parameters g a General Language E mail Gateway DNS o BH 7 1 Open Block Table E 7 2 Save Application Default Language Korean Korea H 72 Schedule Table an T Valea PYONIOTS BUDEOR E 7 4 Subscriber List A Se ee 7 5 System Parameters Language Locale Language Code Key Code o E 7 6 Voice Studio o MH 7 7 Operating Utilities E 7 8 override Mode o E 7 9 view system Report e E 7 10 Site Information H 7 11 status Screen 7 1201 Parameter Load
55. 3 Ubigate BG YM Menu Tab Help BG VM Tree Viewer 7 9 1 By Application 7 9 2 To Subscribers _7 9 3 Messaging Activity g vma o i 7 1 0pen Block Table E 7 2 Save Application 72 schedule Table H 74 subscriber List E 7 5 system Parameters o E 7 6 voice Studio o E 7 7 Operating Utilities 1 7 8 Overide Mode 9 E 7 9 view System Report 7 9 1 8y Application E 7 9 2 0 Subscribers E 7 9 3 Messaging Activity 7 9 4 6y Call Code E 7 9 5 8y Hour 7 9 6 8 Port Number E 7 9 7 8y Day of Week o E 7 10 Site Information H 7 11 status Screen 7 1201 Parameter Refresh Timer sec 15 w Reporting Created Mailbox Access Count Messages Received From Messages Sent From Mbxs No Messages Sent Current Messages Count New Messages Saved Messages Average Messages Mailbox Total Connect Minutes Disk Space Available MegaBytes Activity Public Subscriber Totals Message Connected to 165 213 89 179 Reporting Indicates the report period This is the period between the date beginning when the report counters were last cleared and the date 2010 01 05 13 12 04 Created Activity SAMSUNG Electronics Co Ltd ending at the current date The date and time the report was actually created The Message Activity types Several different cat
56. 5sa5 a Has AS RA 3 82 MG lassi Block ccoo altillo nen ves ieee 3 94 Menu Block cviccocoin ts 3 103 Mode BO k coca e bis 3 111 Query Blocks dbscatae diastase Genes alee ER a 3 114 Speak BlOCK 2 022 of scadiheodsoades elects AS E AATA 3 121 Station Block cocinada 3 123 ANNEXA Special Characters Used When Writing Dialing Instructions A 1 ABBREVIATION l SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide CHAPTER 1 Introducing the IVM Chapter 1 describes the IVM overview and specifications Overview The IVM Integrated Voice Mail option card provides Auto Attendant and Voice Mail service in Ubigate BG series routers It can operate as an Auto Attendant system only a Voice Mail system only or both e It can handle up to six concurrent calls Functional Overview The IVM performs two major software functions Auto Attendant and Voice Mail Auto Attendant The IVM Auto Attendant AA operates by automatically answering calls and playing one or more custom prompts to the caller along with some dialing instructions The caller may then press digits on the keypad to direct themselves to an appropriate person or department The Auto Attendant can answer calls with a pre recorded prompt and offer the caller several possible dialing options including dialing another extension number transferring to an operator accessing pre recorded information or connecting to voice mail system Voice Mail The
57. 99 are valid You select which group the mailbox block belongs to before you create the mailbox block In a Multi Tenant installation groups in the IVM can be used to partition the application between tenants SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide General Mailbox Block TEMPLATE MBX General Authorization Alerts MW amp AutoFoward E Mail Gateway Call Director Activity General VMS Group Label Name TEMPLATE MBX Number Extension Mclass Language Mailbox Controls Announce only mailbox Send broadcast MSG allowed User LIFO message ordering New message beep s Public Yes Directory E User Subscriber password Retention days remaining days Item Description VMS Group VMS group Label Name This is the name of this block A block name can be any alphanumeric string of up to 16 characters including spaces A block name may not be the same as another block name MBX EXT or LIST Numbers may not be duplicated within the same group The IVM stores the subscriber name in either lastname firstname or firstname lastname When entering a subscriber name it is suggested you follow one format or the other for the entire application If the name is entered as firstname lastname the IVM will not automatically re sort it to lastname firstname but the subscriber would still be abl
58. B 77 2Oisplay Error Log H 77 3Activity Log H 7 7 4 shutDownvm E 7 7 5 Subscriber import ME 7 7 6 Backup and Restore H 7 7 7 Clear Report Count 7 7 8 Initialize vm E 78 override Mode o E 7 9 view System Report o MB 7 10 Site Information 711 status Screen 7121101 Parameter Backup Restore Restore File Restore Message Connected to 165 213 89 179 2010 01 05 12 38 28 SAMSUNG Electronics Co Ltd 3 23 CHAPTER 3 Configuration Management Clear Report Count This clears all report counters Report counters can be found throughout the IVM block definitions and on the Status Screen This will not clear the total run time display in System Wide Parameters 3 Ubigate BG YM Menu Tab Help BG VM Tree Viewer y 7 7 7 Clear Report Count g vma Input Password o MB 7 1 Open Block Table Password E 7 2 Save Application 72 schedule Table 7 4 subscriber List H 7 5 system Parameters o E 7 6 voice Studio E 7 7 Operating Utilities 7 7 1 Display User Log 7 7 2 Display Error Log E 77 3 Activity Log E 7 7 4 shutDownvw E 7 7 5 Subscriber Import 7 7 6 Backup and Restore 7 7 7 Clear Report Count 7 7 8 0nitializo vm 7 8 override Mode gt 7 9 View system Report gt E 7 10 Site Information 7 11 Status Screen M
59. Dec 14 0 00 09 2009 7 7 7 Clear Report Count Block EXT 01 EXT 3303 created 77 81nitialize vm NOTICE Mon Dec 14 0 00 09 2009 L 7 pote am ai Bad or missing EXT file replaced El paren salia NOTICE Mon Dec 14 0 00 09 2009 A 7 11 Status Screen Block EXT 01 EXT 3304 created E 7 12 MGI Parameter NOTICE Mon Dec 14 0 00 09 2009 Block MBX 01 MBX 3304 created NOTICE Mon Dec 14 0 00 09 2009 MBX 01 TEMPLATE MBX extended data file replaced i 00010 200 a Message Connected to 165 213 89 179 2010 01 05 11 12 25 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Activity Log This screen provides a log of all of IVM activities These include changing to another mode IVM hanging up new call and call data or searching on caller ID or entry Everything the IVM performs is logged here During system maintenance this log will be truncated Only the most recent 150 KB will be kept 3 Ubigate BG YM Menu Tab Help BG VM m Tree Viewer 7 7 3 Activity Log g vma Down o BH 7 1 Open Block Table a gt a 7 2 Save Application 27 04 32 09 FF FF FF 7 3 Schedule Table IPC 4 32 08 96 0 Thu Aug 27 4 32 00 2009 E 74 subscriber List DB 4 32 13 40 0 SmtpMain Waiting for Packet InSession 0 I 7 5 System Parameters IPC 4 32 14 96 0 Receive REQ_ALIVE 27 7E 80 60 00 16 00 50 06 2E 00 FF 27 FF 00 o BY 76voice Studio E 9 BE 7 7 Operating Utilities PEPER FEFEFE FE PE E 77 1 Display Us
60. IVM User Guide Tree Viewer oe T NMAA 7 1 Open Block Table 7 2 Save Application 7 3 Schedule Table 7 4 Subscriber List 7 5 System Parameters 7 6 Voice Studio 7 7 Operating Utilities 7 8 Override Mode 7 9 View System Report 7 10 Site Information 7 11 Status Screen 7 12 MGI Parameter 4 K 7 5 System Parameters General E mail Gateway DNS Language T Version Display Startup Voice Ports Installed Maximum Subscribers Maximum E mail Gateway Subscribers Total Run Time Run Time Remaining Default Volume Level General Information System Timers Daily Maintenance System Password Subscriber Default Password Subscriber PSWD Min Length System Admin Message Version Display Startup Voice Ports Installed Maximum Subscribers Maximum E mail Gateway Subscribers Total Run Time Run Time Remaining Default Volume Level SAMSUNG Electronics Co Ltd Connected to 165 213 89 179 2010 11 11 10 00 12 Version information of VM AA application of IVM This is not the version of IVM whole S W package The date and time that the system starts to run The number of channels that can service VM AA simultaneously The maximum number mailboxes The number of extension blocks is not related to this The maximum number of subscri
61. IVM Voice Mail provides a message recording service when the called party is unavailable under various conditions busy no answer or all the time When calling an extension number the caller may be routed directly to the voice mail or transferred to the extension first depending on the configuration The voice O SAMSUNG Electronics Co Ltd 1 1 CHAPTER 1 Introducing the IVM mail will answer a call with a customized greeting recorded in a subscriber s mailbox owner s own voice The caller can then leave a message following a given instruction The subscriber mailbox owner can access the mailbox from any location with a DTMF enabled phone and retrieve his or her messages Many options are available to handle retrieval and recording of messages On the IVM e mail gateway functionality can be enabled to have voice mail messages sent to an e mail server virtually any e mail server that supports SMTP i Feature Description The IVM software is pre installed on the IVM when shipped from the factory All features in the IVM are configured with default values The BG VM tool can be used to modify default configuration The following is a brief description of each feature available in the IVM System Features Caller ID Compatible If a mailbox user subscribes to a Caller ID service provided by a service provider the IVM can handle the Caller ID data The Caller ID data appearing on phones is also saved in the voice mail box
62. M 712 161 Parameter Message Connected to 165 213 89 179 2010 01 05 12 40 54 3 24 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Initialize VM To restore the default configuration of the IVM select Operating Utilities and select Initialize VM menu from the WEB GUI This will restore default block configurations back to the factory preset settings and delete any existing mailboxes messages custom prompts and re recorded prompts 3 Ubigate BG YM Menu Tab Help BG VM z Tree Viewer _7 7 8 nitialize VM g vma o BH 7 1 Open Block Table meh E 7 2 Save Application Initialize VM 7 3 Schedule Table E 7 4 Subscriber List This operation will set up the system to original configuration 7 5 System Parameters This means that all the customization that was done will be REMOVED amp E 7 5Voice Studio In particular all the mailboxes and all messages in them will be DELETED ME 7 7 Operating Utilities After doing this the system should be restarted Do you want to continue 7 7 1 Display User Log MM 7 2 Display Error Log Continue B 773 Activity Log H 7 7 4 shutDownvm E 7 7 5 Subscriber Import 7 7 6 Backup and Restore 7 7 7 Clear Report Count 7 7 8 initialize vM 7 8 0verride Mode o E 7 9 view System Report o E 7 10 Site Information H 7 11 Status Screen 7121101 Parameter
63. O ENTRY Tran INVALID Goto QUE FULL Goto USER EXIT DIRECTORY Item Description Operating Mode This is used to select an operating mode for configuration of mode specific pointers Examples of operating modes are Day Night or Holiday This field does not set the operating mode for the system which is done in the schedule table This selection allows you to program different destinations called event pointers for each mode If you select Default it means all the time unless another mode is entered to override the default setting If you want the same setting to be in effect all the time simply program the default mode and leave the settings for all other modes blank MESSAGE This causes the IVM to go directly to the designated block if the caller chooses to leave a message This is usually an MCLASS block which routes the caller to a mailbox with the same number as the Extension block However it may be a DIAL block or Extension block if messages are to be taken by a secretary or separate voice mail system The IVM will ignore this pointer if the lt MSG gt pointer is set in the Extension block SAMSUNG Electronics Co Ltd 3 61 CHAPTER 3 Configuration Management Item OPTIONS OPERATOR ESCAPE NO ENTRY INVALID QUE FULL USER EXIT DIRECTORY Description When a transfer to an extension results in a busy or ring no answer condition the caller is given choices suc
64. Selection Prompts Description Press one 0118 Press two 0119 Press three 0120 Press four 0121 Press five 0122 Description Description Description Description Description Press six Accessed 0123 Description Directory Activity Target Found Escape No response Disconnect None Found gt This page contains a list of the prompts that the IVM plays to a caller when the directory feature is being used Item Enter name Target name prefix No matches found Invalid entry Press 9 for more names Press 0 for a new name Press to exit Description The prompt asking the caller to spell the called party s name For instance this is the prompt you would change if you want to ask the caller to enter the parties first name This is a prompt spoken in front of the target object s name To reach This is a prompt indicating that no matches were found This is a prompt indicating that the caller input is invalid This is a prompt offering the caller additional matches This is a prompt offering the caller an option to search for another name This is a prompt offering the caller an option to return to the previous menu SAMSUNG Electronics Co Ltd Item Press 1 8 Directory Activity Call Director Ubigate BG IVM User Guide Description This is u
65. Times All Ports Busy Number Of Subscribers Total Message Count Avg Messages Mailbox Disk Space Available MGI Parameter The average number of calls per week The total number of calls that the IVM has processed Ubigate iBG IVM User Guide The total number of callers that have accessed the directory The total number of times all ports have been busy The total number of subscribers on the system This is actually a mailbox count The total number of messages in the system This includes new and saved messages The average number of messages per mailbox The total disk space available in hours and minutes This menu is used to modify DSP parameters of the IVM module In most typical cases it is not recommended to modify them Only Samsung certified engineers should modify them in order to adapt the sysem to the operational environments 3 Ubigate iBG VM Menu Tab Help BG VM Tree Viewer y 7 12 MGI Parameter Erma e 7 1 0pen Block Table 7 2 Save Application 7 3 Schedule Table 7 4 Subscriber List 7 5 System Parameters 7 6Voice Studio 7 7 Operating Utilities 7 8 Override Mode 7 9 View System Report 7 10 Site Information 7 11 Status Screen 7 12 MGI Parameter Silence Suppression MGI Parameter To RPT Gain To PCM Gain Jitter Minimum Jitter Maximum Jitter Adapt Prd Jitter Delete Length Codec 6 714 muttiframe
66. a translation to indicate that the translated value should include the character which is in the position of the corresponding in the pointer INPUT value A dot is used in the translation value to indicate that the corresponding in the INPUT value should be discarded When searching for a match to a caller entry or for a particular pointer the IVM follows a consistent sequence Menu blocks require a more elaborate search than other blocks However the pattern is consistent It looks for the most specific match A direct digit match on an INPUT value takes precedence over a wild card match Also a wild card pointer with a lesser number of characters will precede one with a greater number A match on a pointer in the current mode of operation takes precedence over a pointer in the default mode MENU blocks search and give precedence in the following order Translation pointers e Other Pointers e Extensions e Mailboxes Activity This page shows the activity for this mailbox from the time the statistics were last set in Main Menu Operating Utilities Clear report count to the present time SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Menu Block TEMPLATE MNU General Menu Input Processor Activity Activity From To Abandoned Admin count Total count Item Description From To Activity period Abandoned Callers who hung up while in this menu Admin count
67. accesses to the system Information displayed includes Subscriber Logon Port Used Service Accessed Message Center Activities Greetings Recorded and all other User Activities During system maintenance this log will be truncated Only the most recent 150 KB will be kept 3 Ubigate BG YM Menu Tab Help BG VM Tree Viewer e 7 7 4 Display User Log g vma Down o BE 7 1 Open Block Table Mon Dec 14 0 26 13 2009 Port 1 EXT 01 EXT 3303 E 7 2 Save Application Subscriber Logon 7 3 T 7 eae Mon Dec 14 0 26 22 2009 Port 1 EXT 01 EXT 3303 H 7 5 System Parameters Caller disconnected o E 7 6 Voice Studio on Dec 14 0 28 09 2009 Port 2 EXT 01 EXT 3303 9 M 7 7 Operating Utilities Subscriber Logon 7 7 1 Display User Log on Dec 14 0 28 24 2009 Fort 2 EXT 01 EXT 3303 7 7 2 Display Error Log SAC L Caller disconnected a on Dec 14 0 28 34 2009 Port 3 EXT 01 EXT 3304 E 7 7 5 Subscriber Import Subscriber Logon 7 7 6 Backup and Restore on Dec 14 0 28 40 2009 Port 3 EXT 01 EXT 3304 E 7 7 7 Clear Report Count Caller disconnected 7 7 8 initiaize vm on Dec 14 0 28 43 2009 Port 4 EXT 01 EXT 3303 E 78 Override Mode Subscriber Logon i dosel on Dec 14 0 28 53 2009 Port 4 EXT 01 EXT 3303 E 7 11 Status Screen Message alert enabled for all messages 7121001 Parameter Mon Dec 14 0 29 05 2009 Port 4 EXT 01 EXT 3303 Message alert number set to lt 3304 gt on Dec 14 0 29 12 2009 Port 4 EXT 01 EXT 3303 Caller
68. ader Prompt Each response recorded by a caller in a Voiceform session can be prefaced by a playback header prompt which links the response to the question This feature helps in transcription of caller responses by providing reference markers within the caller s total response With playback headers when a caller skips a question the transcriber does not lose his or her place within the composite Voiceform message Team Transcription The IVM allows simultaneous multiple user access to Voiceform messages in a Transcription Mailbox When multiple access occurs the IVM assigns the user the next new message so that there is no duplication of transcription Unlimited Questions The maximum number of questions Voice Queries possible in a single Voiceform session 1s not bound by architectural constraints Voice Queries can be linked to form extended Voiceform transactions SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Voiceform Voiceform is an information collection and distribution facility which allows an organization to gather specific information efficiently An organization creates a series of questions called a script designed to elicit specific responses from a caller One question with its response constitutes a Voice Query and a complete set of questions is a Voiceform The responses generated during a dialogue are collected into one or more messages and delivered to designated transcription mailbox es The IVM
69. aller will be played a list of caller options that match the selections that have been allowed in EClass System Caller Options Digit Assignment These may include any or all of the following dial another number leave a message hold select other custom options or reach the operator If the greeting type is BASIC the caller may record custom greeting s according to the features allowed in extension block Authorizations The caller will still be able to access a list of caller options that match the selections that have been allowed in EClass System Caller Options Digit Assignment but the subscriber s greeting will have to announce these Additionally any other options that have been assigned in the extension Caller Options Processor Extension block Caller Option Processor page will be available to callers This column is used to describe what the caller will experience as a result of pressing the To Select column digit in the Caller Options Processor target generator The fields in this column are Event Pointers They are activated by the administrator at the time of installation of each mailbox The administrator sets the target values for each authorized Caller Option The EClass defines the System Caller Options and sets the targets for those options in the EXT block The System Caller Options can be overwritten by the administrator for each subscriber Type indicates the type of block targeted Gp represents the group num
70. ameter and field If you assign one then you can click to review or edit the Station block assigned This is the period between the date beginning when the report counters were last cleared and the date ending at the current date It applies to all call counts in this report This indicate the total number of calls this block has processed during the period specified in the following range This shows the number of calls processed by the block which were answered by the called party and what percentage of the total calls this number represents This shows the number of calls processed by this block which were unanswered resulted in Ring No Answer and what percentage of the total calls this number represents This shows the number of calls processed by this block which encountered a busy signal and what percentage of the total calls this number represents This shows the number of calls processed by this block which encountered a fast busy signal usually indicating that an invalid number was dialed or the destination returned fast busy in a DND condition and what percentage of the total calls this number represents This shows the number of calls processed by this block which encountered a signal or condition which the IVM could not recognize or which were terminated due to a processing error and what percentage of the total calls this number represents 3 47 CHAPTER 3 Configuration Management 3 48 Call Director Dial
71. an one block type may be searched at one time Valid block types to be searched are extensions and mailboxes searched in that order FILE This type of action provides for a large amount of input values for a specific menu to be stored in a database which is accessed at the time that the menu is executing It directs the IVM to search SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description the specified data base file located in the DTA directory of the hard disk for a match to the INPUT value The type of data file is pointer file that has the filename extension of PTR respectively This is used in applications that would otherwise require a very large number of individual event pointers to be programmed in a menu block Pointer PTR files are simple text files which may be produced on a word processor notepad or DOS editor PTR files are stored as TXT files Each line of a pointer file appears and acts exactly like a pointer on the IVM menu s input processor screen This operates as an extension to the input pointers on the menu block Also a single pointer file can be used for more than one menu block Type Is the three character abbreviation for the type of block targeted Below are a few examples MBX represents Mailbox EXT represents Extension MNU represents Menu Gp Group name Target Specifies the block to pass control to when the input value is matched Name with the input from t
72. ananns 2 3 DTMF System Administration oooococccccccccccccccinononnnnnnonononcncnononono eee e tant eee 2 6 Configuration Categories icccccecasciencunns rr a a tunes nceenanacecueden 2 8 Restoring the Factory Default Setting oooooooonnnncnnncccncnconnnnnnnnnnnnnrnnnrnrnrnnnnnnnas 2 8 Package UD A A 2 9 CHAPTER 3 Configuration Management 3 1 System Main Menu a als 3 1 Open Block Table cx e E E EE ieee tv EE aa 3 3 SAMSUNG Electronics Co Ltd V TABLE OF CONTENTS VI Save ADP ICA ION comico licitar t ninia 3 3 Schedule Table vocoder liga 3 4 SUbsSCEMbE ISE caco art bit 3 7 System Parameters one id Gunes ghee er a E a a 3 8 VOICE SUUGIO soz exc fected AS A AAA dint ade AA AST 3 15 Operating Utilitie S serie ta ads 3 16 OverridesMode 020 A A assi dt 3 26 View System Report vicio ade 3 26 Site INFOPMALON 422322 CO LE ANNO 3 33 Status Screen ai escc a eevee eae A a ada Waive 3 34 MGI Parametros ni A E aaa 3 35 Explanation of Default Configuration ooococcncccocococococonenencnnnnnnnnnnnnnnnararararnnns 3 38 Application DesidN eociociorosii r a ia ce 3 38 Import Basic CONCOptS micro ta iban tdi 3 39 Configuration BlOCKS coc a dd es 3 44 Bye BlOCk 2h wane dice lee roda rats 3 44 Dial Block ccoo a A da cord 3 44 Directory Block oi Ae 3 49 EClass Block ccoo a a A ede 3 54 Extension BlOCK civilidad tapar aE EDAD 3 62 List BlOCK A atten end ete e eae e tant Loe eae ae eve 3 77 Mailbox BloGk 25 5005 2
73. assword prompt 0011 Description Maximum caller entry digits 4 Wait for first entry digits 3 mid Key Value Append to KEY register Store KEY Value in uja OE 2 u B SAMSUNG Electronics Co Ltd Item Label Name Take INPUT from Store INPUT in Administra tion Escape SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description The name of this block A block name can be any alphanumeric string of up to 16 characters including spaces A block name may not be the same as another block name The value which the IVM uses to search INPUT values in the input processor on Menu Input Processor page ENTRY If a menu is expecting DTMF digits from the caller this should be set to ENTRY KEY The search is based on input that has been stored in the KEY register that existed upon entry to the current menu block After all lt TRANSLATION gt operations have been performed and a match has been found the new search value is stored in KEY register for later use CID FWDID TRUNK These are used in the menu blocks that handle system integration Direct Station and Trunk and Forward Station and Trunk These should not be changed For specialized applications you can create other menu blocks that can take input from these registers to use within the application Store the input to this menu in the CID FwdID TRUNK call session memory regist
74. ay or night greeting to play to callers During the time that the subscriber is available according to this schedule the call will be transferred to the extension block s dial number and the no answer greeting will play if recorded If the subscriber is not available according to this schedule the call will be transferred to the extension block s dial number and the extension night greeting will play if recorded This feature only affects subscribers who are using an availability schedule this must be allowed by a system administrator When the intercept feature is set and the subscriber is unavailable callers will not be transferred to the subscriber station Instead they will immediately hear the night message if recorded When this option is available a subscriber that accesses his or her mailbox while another caller is leaving a message will be given the opportunity to immediately connect with that caller Allows a subscriber to record a busy greeting This option can only be set by the subscriber if the extension has Greeting type of Basic If this is set to Yes then a subscriber can use the Access Manager Menu digit 4 from the Main Menu to set an alternate number where they can be reached This number can be an internal or external location When this feature is activated the IVM will perform a full supervised Confirmed transfer If there is no answer at the designated location the transfer will be
75. ber Call Director List Members 2 This page contains a list of the Mailbox blocks which messages left in this LIST block will be distributed to These mailbox blocks are referred to as Members Members may include other LIST blocks thereby creating nested lists A system administrator using the PC interface must enter the members contained in this list SAMSUNG Electronics Co Ltd Call Director Ubigate BG IVM User Guide List Block TEMPLATE LST General List Member Call Director Operating Mode Too Default lw Event MSG LEFT NOMSG LEFT ESCAPE GREET DTMF OPERATOR Call Director Action Type Gp Target Name Item Operating Mode MSG LEFT SAMSUNG Electronics Co Ltd Description It shows the mode name and number for which the displayed block pointers Targets are active Each operating mode is given a unique number by the system Valid numbers are 01 99 and are assigned in sequence as new modes are created The mode number and name are associated with the block s pointers but not the block itself This allows each block to route calls to different destinations in different modes using different targets for the pointers various mode references For example the No Answer pointer might route callers to an associate s extension during t
76. ber if appropriate and will always be 01 Target Name specifies the block to pass control to SAMSUNG Electronics Co Ltd Call Director Ubigate BG IVM User Guide Extension Block TEMPLATE EXT General Authorization Additional Information Caller Options Processor Call Director Activity Operating Mode 00 Default v Event Call Director Action Gp Target Name NO ANSR BUSY FBUSY BLOCKED ERROR MESSAGE OPTIONS OPERATOR ESCAPE NO ENTRY INVALID QUE FULL REMOTE FWD Item Operating Mode NO ANSR BUSY SAMSUNG Electronics Co Ltd Description Indicates the Mode name and number for which the displayed block Pointers Targets are active Each Operating Mode is given a unique number by the system Valid numbers are 01 99 and are assigned in sequence as new Modes are created The Mode number and name are associated with the block s Pointers not the block itself This allows one block to route calls to different destinations in different Modes using different targets for the pointers various Mode references For example the No Answer pointer might route callers to an associate s Extension during the Day Mode but after 5 00 PM it would route them to a mailbox during the Night Mode Pointers set in the default Mode are always in effect unless the same Pointer is set in the current Operating Mode The IVM will display default Mode pointers in a
77. bers that is allowed to use E Mail Gateway String of Hours Minutes The total time that the system runs The time that is allowed to run this system The choices are Quietest 2 3 Normal 4 5 Loudest Normal is the default for this parameter CHAPTER 3 Configuration Management Item Daily Maintenance Subscriber Default Password Subscriber PSWD Min Length System Admin Language Description This is the time when the system performs routine daily maintenance Daily maintenance will save the system tables and perform message purging Input must be specified in 24 hour time The default setting is 3 00 AM The digits used as the default settings for extension and mailbox passwords The digit input may be from 1 to 8 digits in length When a mailbox or extension password is reset this is the value that the password will be reset to The default setting is 0000 This parameter defines the minimum number of digits used in a subscriber s password A password can be equal to or larger than this value If this value is changed to a larger value on a running system subscribers will be forced to change their password to one that meets these requirements the next time they log in The system will prevent them from doing anything including listening to new messages until they first change their password to meet the minimum requirements If 0 is set there is no minimum password length Valid values can be set from
78. block while displaying pointers in another mode The default Mode pointers will be grayed out to denote that they are not in the current Mode The IVM goes immediately to the designated target block when a ring no answer condition is encountered It will not prompt the caller prior to doing this The IVM goes immediately to the designated target block when a busy condition is encountered It will not prompt the caller prior to doing this 3 73 CHAPTER 3 Configuration Management Item FBUSY BLOCKED ERROR MESSAGE OPTIONS OPERATOR 3 74 Description The IVM goes immediately to the designated target block when a fast busy condition is encountered lt will not prompt the caller prior to doing this The IVM goes immediately to the designated target block when call blocking is activated in the extension administration menu It will not prompt the caller prior to doing this The IVM goes immediately to the designated target block when an error is encountered during the transfer It will not prompt the caller prior to doing this This causes the IVM to go directly to the designated block if the caller chooses to leave a message for this extension The target is usually an MBX block However it may be another EXT or DIAL block If left unspecified in this block and the lt MSG gt pointer in the EClass block associated with it is set the IVM will attempt to find a mailbox with the same number as the extension If a ma
79. ch destination mailbox Forwarded messages may be re forwarded with additional introductions using the same procedure Message Length Controls Maximum message length can be set for each mailbox The default value for the maximum message length is 10 minutes It can be modified to up to 9 999 seconds Message Pause At any time while listening to your voice mail messages you can pause the playback Message Play Order Each mailbox may be set up to play messages in order of oldest first First In First Out FIFO or newest first Last In First Out LIFO Message Replay Messages may be replayed as many times as you like Message Reply When listening to your voice mail messages you may press one key to automatically leave a message for the person who left you a message this call return feature may always be used for internal calls and also outside calls if Caller ID is received and if the feature is allowed by the system administrator A subscriber may reply to a message sent by a public caller If the public caller requested a return call the IVM will play the message envelope and announce Callback Requested This means the public caller entered his or her telephone number into the mailbox with touch tone at the time he left the message Message Retention Time by Subscriber The length of time messages are stored prior to automatic purging may be set for each mailbox Retention Time can be set from 1 to 9 999 days Retention
80. criber designated as a Mailbox Administrator is given added functionality to be able to record and send a broadcast message when they log in Auto Delete Subscribers Unused subscribers are automatically deleted after a programmable period of disuse This prevents unauthorized users from High Jacking unused mailboxes Automatic Setup When the IVM is first installed a range of mailboxes matching the system s database is created This reduces set up time Back Up And Restore The customer database can be saved and restored at a later date This is useful in a number of maintenance scenarios Default Operation The IVM is designed to be ready to operate as soon as it is installed Password Security All administration is under password control to prevent unauthorized access Configuration On Site Or Remote By logging in from a touch tone telephone the designated system administrator can perform routine activities by using the System Administration Special Menu These activities include recording custom system prompts adding deleting modifying subscribers and switching scheduled modes of operation SAMSUNG Electronics Co Ltd 1 19 CHAPTER 1 Introducing the IVM 1 20 This makes routine administration easy and convenient If the BG system with the IVM is connected to the network with remote access permissions the management interface can be accessed from anywhere through internet Subscriber Adminis
81. criber has the option of accepting redirecting rejecting or recording a real time greeting for the call If the call is rejected it is considered to be a blocked call condition The call transfer is aborted pulling the call back and follows the extension block s blocked call condition rules This can be to play the subscriber s blocked Greeting if recorded to play Primary Greeting if recorded or to be directed to the Call Director to ask where to send the call for that call condition The digits that the extension user enters to gain access to the extension user menu In the IVM subscribers usually have both an Extension block and a Mailbox block but may have only one of them Since each of these blocks have a password option if different password values are entered in each of these blocks extension and mailbox the IVM will try to resolve these two password fields into one value The extension password will override the value in the mailbox field Valid entries for this field are NONE in which case no password is set and DEFAULT in which case password will be set to the default which is 0000 This field will not display the subscriber s password Entered if the subscriber has an access code used for long distance access This access code can be inserted in any dial string using SA If there is no entry entered here the system will automatically search the Station options for an appropriate Station b
82. ctor for the no answer event This sets the type of transfer that this extension block uses to transfer callers NONE BLIND TRANSFER The IVM transfers the call releases and doesn t wait for any subsequent condition PARTIAL Supervise for Busy IVM transfers the call and waits to see if it gets one valid ring If it hears a valid ring it releases and doesn t wait for any subsequent condition If it does not hear a valid ring it aborts the transfer pulling the call back and follows the Extension block s Busy call condition rules This can be to play the subscriber s Busy Greeting if recorded play their Primary Greeting if recorded or be directed to the Call Director to ask where to send the call for that call condition FULL SUPERVISED The IVM transfers the call and waits until the call is answered If the call is not answered NO ANSWER the call transfer is aborted pulling the call back and follows the extension block s No Answer call condition rules This can be to play the subscriber s Primary No Answer Greeting if recorded or be directed to the Call Director to ask where to send the call for that call condition Each of the next supervision levels are simply Full Supervision levels with added functionality beneficial for the subscriber being called PROMPT A prompted supervision level performs a Full Supervision call transfer If the call is answered the IVM plays the following prompt
83. d the IVM will proceed immediately to the block indicated by the lt ESCAPE gt pointer This will have no effect on responses to other queries recorded during the current call Query Block TEMPLATE QRY General Call Information Call Director Activity Operating Mode 00 Default v Event NO ENTRY ESCAPE Call Director Action Type 3 Target Name DISK FULL SAMSUNG Electronics Co Ltd Item Operating Mode NO ENTRY ESCAPE DISK FULL NEXT SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description Indicates the mode name and number for which the displayed block pointers targets are active Each operating mode is given a unique number by the system Valid numbers are 01 99 and are assigned in sequence as new modes are created The mode number and name are associated with the block s pointers not the block itself This allows one block to route calls to different destinations in different modes Pointers set in the default mode stay in effect unless overridden by the same pointer set in the current operating mode The IVM will display the default mode pointers in a block while viewing pointers in another mode The default mode pointers will be marked in blue grayed on a black and white monitor to denote that they were not set in the current mode but will operate as indicated The next block to go to if no response was recorded or if not confirmed and di
84. de The IVM applications may contain up to 99 different modes although this many are seldom necessary each corresponding to a particular style of organizational operation As the organization changes its behavior by changing work shifts scheduling inventory and other special events or conditions the VM automatically adjusts the call routing solutions required to meet callers needs Call Code Processor CallCode events represent call information that the IVM receives from the phone system They determine the next block to pass control to Mode Block Day Call Code Processor Prompt Label Name Day Mode Number Call Code Processor Call Code Processor Action Type Gp Target Name NEXT MNU DEFAULT BYE DT MNU DS MNU AT MNU AS MNU BT MNU BS MNU NT MNU NS MNU TT MNU TS MNU RC MNU Call Code SAMSUNG Electronics Co Ltd Item Label Name Mode Number NEXT DEFAULT DT DS AT AS BT BS NT NS TT TS RC Ubigate BG IVM User Guide Description The name of this block A block name can be any alphanumeric string of up to 16 characters including spaces A block name may not be the same as another block name The number is identified with the name of the mode The NEXT pointer will only be used if the IVM does not receive a call type IPC message when t
85. ditions is met The administrator reboots the system after gracefully exiting using Operating Utilities and Shutdown System The nightly maintenance runs This occurs every day at 3 am The administrator selects Save Application from the System Main Menu O SAMSUNG Electronics Co Ltd 3 3 CHAPTER 3 Configuration Management 3 4 The Save Application option forces the changes to be written to the disk immediately This will ensure that if the system loses power between the time that the changes are made and the nightly maintenance the changes will be preserved For saving this data the IVM locks its ports temporarily Any idle ports are immediately locked As ports become free they are also locked WARNING When all ports are locked the data will be saved and the ports will be placed back online Changes of the customer database and messages in a mailbox are not saved to disk immediately It takes one or ten minutes in worst case according the priority So shutdown the system gracefully or run Save Application before turning off the system The system will politely lock all ports before performing the save If any port is off hook or engaged in a call the system will wait until the caller hangs up before locking that port bigate iB O Menu Tab Help BG VM Tree Viewer f 7 2 Save Application Y g va o MB 7 1 0pen Block Table Gen Te E 2 Save Application ave r
86. e It is the responsibility of the installing technician to install and program the IVM to suit the customer s requirements This includes initial set up and creation of the customer database The technician will use the management interface to program and set up the IVM All system administration will be performed using a web management Some limited system administration can be performed via DTMF This is limited to recording system prompts entering subscriber administration changing the operating mode Day Night Holiday and Weather of the System and shutting down the system Subscriber A subscriber is someone who has an extension and or a mailbox on the IVM Each subscriber has control over individual options on his or her mailbox and extension settings Each subscriber mailbox owner will have privilege of setting or changing certain mailbox options The mailbox owner will use DTMF subscriber administration to change and set these options SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Configuration Tools Data may be entered and changed in the IVM using three methods These are the web management interface DTMF system administration and DTMF subscriber administration I Web Management Most of the configuration is achieved through the web management interface This is considered necessary for initial set up Connecting Web server A user can connect to the IVM GUI BG VM using a web browser Execute a
87. e caller begins it will terminate the recording just as with any other DTMF tone It is used to exit from the opening menu of the mailbox or List box user mode The IVM will use the lt USER EXIT gt pointer to determine where to go next Inthe mailbox or List box user mode the Escape digit is generally used as a cancel key to abort the current operation and return to the previous one The Administration digit controls the following functions Inthe mailbox or List public mode if entered at any time prior to the beep signaling which is the beginning of recording a message the IVM will switch immediately to the user mode requesting a password to be entered for the subscriber access to the mailbox 3 97 CHAPTER 3 Configuration Management 3 98 Item Description When sending a message recorded in the mailbox user mode prefacing the mailbox number with the Administration digit will request delivery confirmation Digit to escape SN Escape digit and Administration digit should not be set to the same digit NOTE OutCall MClass Block TEMPLATE MCL General Public Caller Interface OutCall Prompts E Mail Gateway Call Director Message Notification and Delivery Alert Controls Number of attemps Busy retry time No answer retry time Callback Authorization YIN Station Type On Premise Yes Off Premise Yes Long distance Yes Exc
88. e directory will search on extensions first If no match is found then it will search mailboxes SAMSUNG Electronics Co Ltd 3 49 CHAPTER 3 Configuration Management 3 50 Search Information Directory Block TEMPLATE DIR Search Information Prompts Call Director Label Name TEMPLATE DIR Input Controls Maximum entry digits Wait for first digit Wait for subsequent digits Repeat prompts if no entry Retries if no match Search Controls Maximum number of matches Search based on firstname Include unnamed objects Speak name on exit Speak key value on exit Verify before exit Search Targets Type Gp Type Type Gp EXT 1 MBX t Item Label Name Maximum entry digits Wait for first digit Wait for subsequent digits Repeat prompts if no entry Retries if no match Description This is the name of the block A block name can be any alphanumeric string of up to 16 characters including spaces A block name may not be the same as another block name This is the maximum number of digits the caller may enter to search for a target that a caller is trying to locate This is usually set to three because most people s names do not have the same first three letters This number can be between 1 and 10 This is the amount of time in seconds that the system waits for the caller to enter the first digit Th
89. e left at the default value all bits 0 if your network infrastructure does not support this method of bandwidth management DTMF General Type DTMF type is used to transmit and detect SAMSUNG Electronics Co Ltd 3 37 CHAPTER 3 Configuration Management Explanation of Default Configuration Application Design 3 38 Creating an application consists of linking appropriate blocks into a set of call control paths which for a particular caller or group of callers represents a call routing solution The number of control paths needed to establish a proper routing solution depends upon how many alternatives or variations the organization wishes to provide to satisfy anticipated needs of a caller s The default application is built using blocks Each block has a specific purpose and they are chained together to build an application This allows a caller to pass from one to the other as the call is processed The default configuration in the IVM has been designed to simplify installation and reduce the amount of time it takes to learn the application Many of the configuration options have been disabled or fixed at a default value When a call is answered it is processed by a number of blocks behind the scenes These blocks are hidden for the sake of simplicity The call is processed in the following way NEW CO Central Office CALLS New calls are answered by the PORT block which consult the SCHEDULE Table to see wh
90. e order of precedence For instance when the schedule table entries select the mode Date takes precedence over Day of Week DOW Each entry defines the start time for that specific mode The mode will continue until the next scheduled start time for a particular port In the example screen shown if an additional entry is made which selects Holiday Mode when Date 12 25 it will take precedence over the other records In other words the IVM will switch to Holiday Mode on December 25 at Midnight regardless what Day of Week it is The information contained within the Schedule Table screen shown in this section is for discussion and display purposes only One page contains the Schedule Table parameters The parameters are grouped by category as follows O SAMSUNG Electronics Co Ltd 3 5 CHAPTER 3 Configuration Management 3 Ubigate BG YM Menu Tab Help BG VM Tree Viewer 7 3 Schedule Table vma o 7 1 Open Block Table 7 2 Save Application Mode Name DateWeekday Add Delete 7 3 Schedule Table 7 4 Subscriber List 7 5 System Parameters 7 6 Voice Studio 7 7 Operating Utilities 7 8 Override Mode 7 9 View System Report 7 10 Site Information 7 11 Status Screen 7 12 MGI Parameter a Ports Date 2010 08 30 15 59 31 Description This is the mode block which will start the application To create a new mode press ADD button Select a new or exi
91. e to be accessed correctly from the directory However mixing and matching formats within an application would cause the list of blocks to appear to be out of order This format lastname firstname vs firstname lastname is only important because the directory feature will search on a specific field lastname or firstname If you did not put a comma after the lastname in the lastname firstname format or put a comma after firstname in the firstname lastname format the directory search would not be accurate and subscribers entered out of format could not be accessed from the directory SAMSUNG Electronics Co Ltd 3 83 Item Number Extension Mclass Language Announce only mailbox Send broadcast MSG allowed Use LIFO message ordering New message beep s CHAPTER 3 Configuration Management Description This is the number of the mailbox It cannot be the same as any other mailbox block or list block This is the number that is used to give the block a unique identity It is also the number that is used to call the mailbox and can be referred to as it s Key value The extension number to which the mailbox belongs This is the name of the mailbox class of service that defines operating characteristics for this mailbox This is a language option You may select from any installed language and from that point on the extension will respond to the auth
92. ecado 7 2schedule Table 74 subscriber List H 7 5 System Parameters This action requires all ports to be locked The system will lock each port as it becomes idle g a 7 6 Voice Studio Parts will remain locked during the save process Do you want to continue to save gt E 7 7 Operating Utilities H 7 8 override Mode o E 7 9 view System Report Continue o E 7 10 Site Information H 7 11 Status Screen 7 12 1 Parameter Ey u Connected to 165 213 89 179 010 01 05 10 30 58 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Schedule Table The Schedule Table determines when the IVM will automatically change its modes A mode is a set of operating rules set for a specific situation like DAY Mode or NIGHT Mode These changes may be based on Port Number Date Day of Week and Time of Day The Schedule Table contains one record for each scheduled change This selection of modes may be automatically set by the schedule table or manually overridden via a touch tone phone using the MANUAL MODE SELECTION function When a call comes in the schedule table is checked to find out which mode rules must be applied to the call session If the entry says DCS AUTO then the IVM will change between Mode 1 Day Mode and Mode 2 Night Mode whenever the phone system changes between Day and Night operation The IVM selects a mode from this schedule based on th
93. ed because the EClass General page assigned a specific digit to escape and allowed the feature for at least one call condition The extension block Caller Options Processor page will then show that escape has been assigned to that digit On this call director page you may assign any destination to this escape pointer The IVM goes immediately to the designated target block It will not prompt the caller prior to doing this NO ENTRY The IVM goes to the designated target block when the caller enters no input It will not prompt the caller prior to doing this The wait for input is located on General page of the EClass block INVALID The IVM goes immediately to the designated target block when a caller enters an invalid input The IVM will not prompt the caller prior to doing this General Page of the EClass block allows for multiple caller mistakes in a parameter called Retries on invalid input QUE FULL The next block to go to if the number of callers allowed to hold in queue is exceeded See EClass Hold Controls page REMOTE The Remote Forward pointer is used to display the target extension FWD when Call Forwarding is activated in the extension administration menu This feature can be set by the subscriber but must first be allowed by the system administrator See Call Screening MESSAGE Pointer N The MESSAGE pointer may also be specified in the associated ECLASS a block However the MESSAGE pointer in
94. egories are shown 3 29 CHAPTER 3 Configuration Management 3 30 Public The first column is the total number of public callers that accessed a particular type of Message Activity The second column is the percentage of public callers out of the total number of callers including subscribers that accessed a particular type of Message Activity The first column is the total number of subscriber callers that accessed a particular type of Message Activity The second column is the percentage of subscriber callers out of the total number of callers including public callers that accessed a particular type of Message Activity Subscriber Totals The total number of all callers that accessed a particular type of Message Activity By Call Code Ubigate BG YM Menu Tab Help BG VM Tree Viewer y 79 4 By Call Code g vma o MB 7 1 Open Block Table E 7 2 Save Application Reporting 72 schedule Table SET E 7 4 subscriber List aa a 7 5 Systern Parameters Calls Total Count Minutes Part Utilization by Call Code o E 7 6 Voice Studio o a 7 7 Operating Utilities E 7 8 0verride Mode 9 E 7 9 view System Report MM 7 9 1 8y Application MM 7 9270 Subscribers E 7 9 3 Messaging Activity 7 9 4 8y Call Code E 7 9 5 8y Hour H 7 9 5 8y Port Number E 7 9 7 By Day of Week amp i 7 10 Site Information H 7 11 Status Screen MB 7 12 m01 Parameter Refresh Timer sec 15 y
95. enu prompts 1 6 are spoken in succession and are normally used to prompt the caller for an entry Allowable inputs include any four digit prompt number 1000 9999 A blank entry means say nothing To use a different or custom prompt highlight the field to be changed and enter the desired prompt number The prompt spoken when no match is found during a menu search It normally notifies the caller that their entry is invalid and advises to try again The prompt which asks the caller to enter a password when appropriate The prompt is used when a caller has made an entry that requires a password for access to another block or perform an administrative function Indicates the maximum number of digits that the caller may enter in response to the menu prompts The allowable values are 1 16 This should be set to the length of the maximum valid entry in this menu If set greater the IVM will wait unnecessarily for additional digits to be entered If the caller enters more than the specified number of digits the excess will be carried forward to the next block This is the time in seconds from 0 to 99 that the IVM will wait for the caller to make an entry This timer begins after the last menu prompt has been spoken This is the time in seconds from 0 to 99 that the IVM will wait for the caller to make a subsequent entry This timer begins after the caller s first entry digit has been received and resets after each digit pre
96. epted Area Codes 1 2 3 900 Item Description Number of The number of attempts made to perform notification attempts Busy retry time The time between notification outcall attempts in minutes if the previous attempt returned a busy signal No answer The time between notification outcall attempts in minutes if the retry time previous attempt returned was not answered On Premise Set to Y to allow the subscriber to make on premise callbacks SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Off Premise Set to Y to allow the subscriber to make off premise callbacks Long distance Set to Y to allow the subscriber to make long distance callbacks Station Type Station block type to use for on premise off premise long distance callbacks Leave this field blank for the IVM to auto select Excepted Area Codes These 10 spaces are used to specify area codes that subscribers are not allowed to call Use this to restrict toll calls such as calls to 1 900 numbers Prompts MClass Block TEMPLATE MCL General Public Caller Interface OutCall Prompts E Mail Gateway Call Director Public Record Prompts Description Prompt prior to record 0760 Description Prompt indicating error 0761 Description Prompt indicating discard 0762 Description Prompt indicating success 0763 Description Promptfor normal delivery 0764
97. er Log IPC 4 32 14 96 0 Send ALIVE 54 7E 80 60 00 20 00 06 50 54 FF 00 FF 00 00 00 00 00 E 7 7 2 Display Error Log 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 B 7 7 3 Activity Log DB 4 32 17 00 0 Message storage utilization 31 7 7 4 ShutDownv DB 4 32 18 42 0 SmtpMain Waiting for Packet InSession 0 H 7 f lenta DB 4 32 23 44 0 SmtpMain Waiting for Packet InSession 0 E 7 7 7 Clear Report Count DB 4 32 28 46 0 SmtpMain Waiting for Packet InSession 0 B 7 7 8initialize vm DB 4 32 33 48 0 SmtpMain Waiting for Packet InSession 0 E 7 8 Override Mode IDB 4 32 38 50 0 SmtpMain Waiting for Packet InSession 0 o E 7 9view system Report DB 4 32 43 52 0 SmtpMain Waiting for Packet InSession 0 amp Y 7 10 Site Information IPC 4 32 44 46 0 Receive REQ_ALIVE 27 7E 80 60 00 16 00 50 06 2E 00 FF 27 FF 00 H 7 11 Status Screen FF FF FF FF FF FF FF FF 7121001 Parameter IPC 4 32 44 46 0 Send ALIVE 54 7E 80 60 00 20 00 06 50 54 FF 00 FF 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 DB 4 32 48 54 0 SmtpMain Waiting for Packet InSession 0 io Message Connected to 165 213 89 179 2010 01 05 11 13 09 SAMSUNG Electronics Co Ltd 3 19 CHAPTER 3 Configuration Management ShutDown VM Shutdown system does exactly what you would expect It will deactivate the IVM and shut down the application The IVM will not answer a telephone call until r
98. er for use as input to subsequent menu search This is used for basic system integration with the system The LANG Register is used to store the language option selected by the caller Normally the key is used as a prefix for signaling administrative functions When it is the first digit pressed it does not count as one of the digits pressed when compared to Maximum Caller Entry Digits In other words if a caller enters 123 it will count as a total of 3 digits Some applications may require restriction of administrative capabilities on specific ports or menus This can be accomplished by setting Administration digit value to blank in the menu blocks where administration is not allowed Allowable inputs are 0 9 FP Q a b c and d The Escape digit normally the Q key causes an immediate exit from a request for digit entry When the Escape digit is pressed the IVM will not wait for any subsequent digits to be pressed The INPUT value will include any digits entered before the Escape digit as well as the Escape digit itself 3 105 Item Prompts 1 6 Invalid condition prompt Request password prompt Maximum caller entry digits Wait for first entry digits Wait for subsequent digits Repeat prompts if no entry Retry if invalid condition CHAPTER 3 Configuration Management Description These are the voice prompts that the IVM speaks when the menu block is entered M
99. er rejects a screened transferred call from the IVM The system administrator can authorize the Call Screening feature per subscriber The Call Screening feature must be authorized in advance to have a Call Screening Greeting Stored Telephone Numbers A subscriber can store up to five telephone numbers where they can usually be reached This simplifies the Follow Me feature as it allows the subscriber to quickly activate commonly used settings Weekly Availability Schedule The Weekly Availability Schedule tells the IVM the days of the week and the hours of the day that a subscriber is normally available to take calls When the subscriber does not answer a call during those time periods the appropriate Day or Night greeting is played This schedule may be set by the administrator or the subscriber Voice Mail Features Auto Forward The Message Auto Forward feature allows messages left in one mailbox to be automatically forwarded to another mailbox if the message is not listened to The delay time before the message is forwarded is configurable between 00 00 immediately and 23 59 1 day After the message is forwarded it may be deleted or saved in the original mailbox The forwarded message when SAMSUNG Electronics Co Ltd 1 9 CHAPTER 1 Introducing the IVM accessed by the receiving subscriber will play this message was forwarded from forwarder s recorded name Auto Log In When calling Voice Mail the sys
100. es to use the uploaded file immediately 2 Do you want to reboot The progress bar displays the current state Transfer to IVM 15035392 39761920 bytes Progress bar will be closed if uploading is completed 2 10 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide CHAPTER 3 Configuration Management The following section describes all the configurable options and detailed functional definitions in the IVM features System Main Menu The system main menu provides easy access to the different areas of IVM configuration The specific areas can be accessed using the cursor controls or by selecting the designation letter The areas that can be accessed are A Open Block Table B Save Application C Schedule Table D Subscriber List E System Parameters F Voice Studio G Operating Utilities H Override Mode I View System Report e J Site Information K Status Screen L MGI Parameter SAMSUNG Electronics Co Ltd 3 1 CHAPTER 3 Configuration Management 3 Ubigate BG VM Menu Tab Help iBG VM Tree Viewer E 7 vaa o 7 1 0pen Block Table 72 Save Application 72 schedule Table 7 4 Subscriber List 7 5 System Parameters o E 7 6voice Studio o E 7 7 Operating Utilities BB 7 8 Override Mode gt E 7 9view system Report o E 7 10 Site Information 711 status Screen 7 12m01 Parameter
101. es of this would be cell phone branch office home etc These numbers may be quickly entered into the designated location Alternate or positions 1 5 may be used by the Find Me feature These numbers can be entered in this page or if allowed the subscriber may enter and edit them by setting the Stored Phone Numbers Allowed flag in Authorization page When a subscriber is using the Basic greeting type different greetings will play depending on different call coverage conditions When a subscriber has the Basic greeting enabled he or she will be able to access and program the Personal greeting menu from their telephone There are 9 personal greetings available and any greeting may be assigned to any call coverage condition The call coverage conditions are No answer Your telephone has rung but it did not answer Blocked A subscriber has blocked calls to their extension must be allowed by administrator Screening The subscriber has selected the call screening option must be allowed by the system administrator SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description Busy Your telephone is busy must be allowed by the system administrator Night The subscriber s personal availability schedule reports that the subscriber is an unavailable extension must be allowed by administrator If a subscriber has recorded only the greeting assigned to the No An
102. esignated as urgent message only Alert phone This is the phone number where you want to be notified of your new number messages if you have enabled message alert in your mailbox Delivery Enter the start and the end times for each day of the week that this Schedule subscriber should be notified of new messages Enter 2 digits for the hour 12 or 24 hour clock and 2 digits for the minute This schedule may also be set by the subscriber 3 88 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide MWI amp AutoFoward Mailbox Block TEMPLATE MBX General Authorization Alerts MWI amp AutoFoward E Mail Gateway Call Director Activity This mailbox has an MV Yes Message Waiting Indicators MWI number d Message Autoforward Enable autoforward Delete after forwarding Auto forward delay HH MM 0 0 Item This mailbox has an MWI MWI number Enable auto forward Delete after forwarding Auto forward delay HH MM SAMSUNG Electronics Co Ltd Description It notifies that a new message has arrived LCD LED and Tone are used for this end lt assigns an extension number to notify that a new message has arrived for this mailbox This option turns Auto Forward on When set any messages arriving in this mailbox will be automatically forwarded to the destination specified on Mailbox block Call Director page If this parameter is set to
103. essage Connected to 165 213 89 179 2010 11 10 16 46 02 Reporting Indicates the report period This is the period between the date beginning when the report counters were last cleared and the date ending at the current date Created The date and time the report was actually created The total number of calls that came in during a specific hour Total Count The percentage of all calls received during a specific hour SAMSUNG Electronics Co Ltd 3 31 CHAPTER 3 Configuration Management 3 32 Minutes The total connect time in minutes of all calls during a specific time period Port Utilization By Hour A listing of the time periods and their port utilization by percentage By Port Number 3 Ubigate BG YM Menu Tab Help BG VM Tree Viewer p 7 9 4 By Call Code 7 9 5 ByHour _7 9 6 By Port Number g vma o MB 7 1 Open Block Table E 7 2 Save Application Reporting BB 72 schedule Table FET 7 4 subscriber List reae A 7 5 Systern Parameters Calls Total Count Minutes Port Utilization o E 7 6voice Studio o a 7 7 Operating Utilities 7 8 0verride Mode 9 HB 79 view System Report 7 9 1 8y Application E 7 9270 Subscribers E 7 9 2 Messaging Activity 7 9 48y call Code E 7 9 5 8y Hour H 7 9 5 8y Port Number B 7 9 7 8y Day of Week o 7 10 Site Information 7 11 Status Screen 7 12 1 Parameter Refresh Timer
104. essing one key SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Date and Time Stamp Each message you receive will be stamped with the time and date of its arrival This information may be played to the subscriber before each message or may be played only on demand Each individual subscriber may set this option Delivery Imperative When a message is designated as Delivery Imperative the IVM will take extra steps to deliver it The recipient s stored telephone numbers will be tried Direct Messaging Quick Memo This feature makes it easier to leave messages for others in the office It allows a user to access mailboxes without dialing the extension number first and easily leave a message for anyone that has a mailbox Distribution Lists Lists of mailboxes may be set up and given a simple numeric identity Subscribers may use these lists to easily leave or transfer messages into multiple mailboxes simultaneously This list can include any number of subscriber mailboxes and other lists The IVM does not limit the number of lists that a subscriber can access When a message is sent to a list each mailbox on the list receives a copy The IVM s unique message management facilities make the process of distributing a copy to each mailbox on the list immediate even for very large lists Extended Prompting With Extended Prompting set active the IVM offers all prompts for the menu the subscriber has accessed When Extended Pro
105. estarted This is the preferred and recommended method of shutting down the IVM also referred to as a Proper Shutdown 3 Ubigate BG YM Menu Tab Help iBG VM Tree Viewer y 7 7 4 ShutDownVM g ovma Input Password o E 7 1 Open Block Table Password MM 72 save Application MM 72 schedule Table 7 4 subscriber List 7 5 system Parameters o MB 7 6voice Studio E 7 7 Operating Utilities 77 1 Display User Log MM 7 7 2 Display Error Log E 7 7 3 Activity Log E 7 7 4 ShutDownve E 7 7 5 Subscriber Import 7 7 6 Backup and Restore E 777 Clear Report Count H 77 8initialize vm 7 8 override Mode o E 7 9 view System Report o MB 7 10 Site Information E 7 11 Status Screen 712101 Parameter Message Connected to 165 213 89 179 2010 01 05 11 15 17 3 20 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Subscriber Import Subscriber Import provides an easy way to import large lists of subscribers into the IVM using a text file Use an existing text file listing all employees to quickly create an import file and perform the following instructions provided in the dialog screens 3 Ubigate BG YM Menu Tab Help BG VM Tree Viewer 7 7 5 Subscriber Import g vma al VM Submit pu E 7 1 0pen Block Table Group 1015 E 7 2 save Application import Text File E 7 4 subscriber List z E 7 5 system Parameters O Extension blocks only e E 7
106. etries on invalid entry Repeat on no entry Other Number System Caller Option NoAnsr Busy Yes FBusy Block Yes Error Yes Digit Leave a message Yes Yes Hold Other options Operator Escape Item VMS Group Label Name Extension Retention O SAMSUNG Electronics Co Ltd Description VMS group The first parameter is the block name A block name can also be referred to as the Label Name and can be any alphanumeric string of up to 16 characters including spaces A block name may not be the same as another block name MBX EXT or LIST numbers may not be duplicated within the same group The ECLASS group number is located to the left of the ECLASS block name Group numbers are convenient for organizing extensions into application specific groups This number must be the same as the group number for the extension blocks assigned to this ECLASS In most applications the default value of 01 is normally used Values from 01 to 99 are valid You select which group an ECLASS block belongs to before you create one Group numbers for ECLASS EXTENSION MCLASS MAILBOX and LIST blocks generally are used for Multi Tenant environments The number of days that an inactive extension or EXT block will be retained lt can be from 1 to 999 If an extension goes unused for the specified number of days it will be automatically deleted The default value is 60 days 3 55 Item
107. f the week Either the Date or Weekday column may be filled in If you should manage to make entries in both columns the IVM will resolve the conflict and automatically delete one of them You can select ranges such as MON FRI to cover week days only or SUN SAT to cover all seven days as used by SYSTEM AUTO Start The Hour and Minute when a change in mode should occur The hour must be specified in 24 Hr format i e 1 30 pm is entered as 13 30 Subscriber List To access the subscriber list from the System Main Menu press Subscriber List Then select a group number The default subscriber group is 01 You can have up to 99 different subscriber groups on the IVM These are KN typically useful in multi tenant environments but also serve other useful OTE applications where you need to isolate some members of an application from others 3 Ubigate BG VM Menu Tab Help BG VM Tree Viewer 7 2 Save Application 7 3 Schedule Table _7 4 Subscriber List g vma o BH 7 1 Open Block Table By acmnocue Tane Flo Emon E 7 4 Subscriber List Name EClass H 7 5 System Parameters o E 7 6 voice Studio o BH 7 7 Operating Utilities H 7 8 override Mode o E 7 9 view system Report e E 7 10 Site Information H 7 11 Status Screen 7121101 Parameter VMS Group 01 w Name w _ Search
108. for each message recorded on the voice mail This can be used for call back or simply for identifying the caller Fax Detection and Transfer The IVM can detect a fax call and transfer it to any extension in the system This feature can be enabled at any menu so that a fax call can be transferred to a destination related to the menu For instance if the feature is enabled in a menu offering choices for sales then the call would be sent to the sales department s fax machine but if it is enabled in a menu offering choices for the finance department then the call would be sent to the finance department s fax machine Flexible Numbering Plan An organization can assign an extension or a mailbox to any identification number from one to ten digits All of these resources can share the same identification numbering plan without conflict For example an organization can have in one IVM system an extension numbered 123 and a mailbox numbered SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide 123 In addition the IVM can distinguish between variable length identification numbers beginning with the same digit such as extension number 1 12 or 1234567890 Multiple Mailbox Support The IVM can in principle support up to 256 mailboxes although obviously having only the 6 port hardware places practical limits on the system according to the individual system traffic and type of application Operating Mode Oriented Call Processi
109. g enabled SAMSUNG Electronics Co Ltd 3 67 CHAPTER 3 Configuration Management Item Blocking Call forwarding Call screening Find me 3 68 Description Call blocking will prevent any calls from being transferred to your extension or designated location You may think of it as a DND feature It will override all call transfer instructions follow me forward find me etc but it will not override call screening A Y in this field allows the subscriber to set Call blocking for their extension An N in this field disables the option and it will not be spoken as an option in the extension user menu The enabled field shows if this option is currently set This setting must be Y to allow a subscriber to set this greeting This option can only be set by the subscriber if the extension has Greeting type of Basic A Y in this parameter allows the subscriber to remotely redirect calls to another extension An N in this parameter disables the option and it will not be spoken as an option in the extension user menu The enabled field shows if this option is currently set If you enable this feature here you must also assign a destination to the Remote Fwd pointer in the Extension block call director page When this feature is activated the IVM will perform a blind transfer and the control of the call will then be passed to the forward destination A Y
110. git to confirm response is set The next block to go to if the caller presses the Escape digit The next block to go to if a system error occurs The most common error condition is that the message storage disk is full The next block to go to after a response has been recorded and confirmed if digit to confirm response is set This should be the block containing the next question 3 119 CHAPTER 3 Configuration Management Activity Query Block TEMPLATE QRY General Call information Call Director I Activity E Activity From To Calls Abandoned NO Response ESCAPE Count Error Count NEXT Count Item From To Calls Abandoned NO Re sponse ESCAPE Count 3 120 Description Indicates the period between the date when the report counters were last cleared and the current date Applies to all call counts in this report The total number of calls that this block has processed during the period specified in the following range The number of callers who hung up during the time that they were connected to this block prior to completing the block s function and what percentage of the total calls this number represents The number of callers who did not record a response or make any entry while connected to this block and what percentage of the total calls this number represents The number of callers who pressed the Escape digit while connec
111. h as To leave a message press 1 to hold press 2 or for additional options press 3 This pointer determines the menu block which control will be passed to if the caller presses a digit for additional options This is the block that control is passed to if the caller presses 0 for the operator while listening to To leave a message press 1 to hold press 2 or for additional options press 3 This is the block to go to if a public caller presses the escape digit This is the block to go to if no entry is made within the ECLASS block when prompted This is the block to go to if an invalid entry is made within the ECLASS block when prompted The next block to go to if the number of callers allowed to hold in queue is exceeded See Max in hold queue parameter in the MODE block The IVM will ignore this pointer if the lt QUE FULL gt pointer is set in the Extension block The next block to go to if a subscriber presses star to exit from their extension administration menu It is recommended that the named block be the initial MENU block to allow the user to return to the beginning of the application This is the block to go to if the caller presses the digit associated with the Directory Assistance Extension Block The Extension block is one of the two blocks Extension Mailbox that describes the subscriber The Extension block controls the operating characteristics specific to the subscriber s ex
112. h encountered a busy signal and what percentage of the total calls this number represents SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description Blocked The number of calls which encountered call blocking set on this extension and what percentage of the total calls this number represents Rejected The number of calls processed as screened transfers which were rejected by the subscriber and the percentage of the total calls this number represents Redirected The number of callers redirected to another extension by the subscriber and the percentage of the total calls this number represents Hold count The number of callers who elected to hold after encountering a busy signal and the percentage of the total calls this number represents It includes callers who may have elected to hold and subsequently hung up prior to being connected Abandoned The number of calls processed by this block during which the callers have been disconnected without any options being selected and the percentage of the total calls this number represents No response The number of calls processed by this block during which the callers made no entry in response to the available options and what percentage of the total calls this number represents Left message The number of calls processed by this block during which the callers chose to record a voice mail message and the percentage of the total calls this number represents
113. h of the prompts control and parameters are located here See the EClass block for detailed information and operation This is a language option You may select from any installed language and from that point on the extension will respond to the authorized owner in the language selected Authorized owner means a user who has entered a valid password The mailbox block also has a language field and the IVM will try to resolve these fields so that they are identical If conflicting information is contained in these fields the Extension block has priority and the Mailbox block will be automatically changed to match This selection is based on the order of the defined languages in the System Wide Parameters described earlier If the languages are to be reordered added to or changed then this field should be re entered The actual number that the IVM will dial to complete the transfer The IVM associates two types of numbers with an extension the block identification number called the Key and the Dial Number The Key is the number that the caller enters for a particular called party s telephone The Dial Number is the number that the system database recognizes as one of its stations When the IVM receives the Key from the caller it transmits the Dial Number to the system to execute the transfer to the called party s telephone The Key and the Dial Number are usually the same but they can be different When they are different the extension
114. he Day mode but after 5 00 PM it would route them to a mailbox during the Night mode Pointers set in the default mode are always in effect unless the same pointer is set in the current operating mode The IVM will display the default mode pointers in a block while showing pointers in another mode The default mode pointers will be grayed out to denote that they are not in the current mode This is the block that the IVM will pass control to if the caller leaves a message The target block allows the caller the option of returning to the beginning of the application or may send the caller to the Bye block if the organization does not want to give the caller additional options 3 81 CHAPTER 3 Configuration Management Item Description NOMSG This is the block that the IVM will pass control to if the caller does not LEFT leave a message The target block may allow the caller the option of returning to the beginning of the application or sending the caller to the Bye block if the organization does not want to give the caller additional options ESCAPE This is the block that the IVM will pass control to if the caller presses the escape digit while listening to the List greeting or while leaving a message When the Escape digit is pressed the IVM will immediately exit the process that it s in and go to the block defined in this pointer GREET This is the block that the IVM will pass control to if the caller enters any DTMF
115. he IVM Describes the IVM overview and specifications CHAPTER 2 Configuration Overview Describes how to configure the IVM CHAPTER 3 Configuration Management Describes how to manage the IVM ANNEX A Special Characters Used When Writing Dialing Instructions ABBREVIATION Describes the acronyms used in this manual SAMSUNG Electronics Co Ltd l INTRODUCTION Conventions The following types of paragraphs contain special information that must be carefully read and thoroughly understood Such information may or may not be enclosed in a rectangular box separating it from the main text but is always preceded by an icon and or a bold title WARNING A Provides information or instructions that the reader should follow in order warning to avoid personal injury or fatality CAUTION A Provides information or instructions that the reader should follow in order CAUTION to avoid a service failure or damage to the system NOTE KN Indicates additional information as a reference EN CHECKPOINT Provides the operator with checkpoints for stable system operation Console Screen Output The lined box with Courier New font will be used to distinguish between the main content and console output screen text Bold Courier New font will indicate the value entered by the operator on the console screen Information for Product and Technical Support For questions regarding the product a
116. he call is first presented This parameter points to the next block that the IVM will execute after answering a call and speaking the prompts in the mode block Any DTMF digits entered in the mode block will be carried forward to the next menu block The default pointer of the mode block determines what to do if a condition occurs while operating in this mode and a pointer has not been set This is intended to be a backup precaution in the event of configuration error It is normally directed to a BYE block which will hang up This parameter will ONLY be referenced if an application is written with a hole within the application A hole would be defined as an event that occurs that an appropriate event pointer was not programmed to handle Direct call originating from a Trunk Direct call originating from a Station All calls forwarded originating from a Trunk All calls forwarded originating from a Station Forwarded on busy originating from a Trunk Forwarded on busy originating from a Station Forwarded on no answer originating from a Trunk Forwarded on no answer originating from a Station Manually transferred Trunk Call Manually transferred Station Call Record Call Request If no Call Code is given or the Call Code does not match any programmed the NEXT pointer is used SAMSUNG Electronics Co Ltd 3 113 CHAPTER 3 Configuration Management Prompt Mode Block Day Call Code Processor Prompt
117. he defined input source Input Value for User Defined Event Pointers The input value is a defined event pointer that directs the IVM to other blocks The input processor contains input pointers that determine which application block receives control of the call next Upon finding a match it examines the type of action specified in that pointer and passes control to the object named in the pointer s target These pointers may point to an object with or without requiring the caller to enter a password translate the input value to a new value or search a large array of objects for one matching the input value The input value can be any digits that are to be processed by the menu These can be digits dialed by the caller or digits passed from previous blocks The origin for these digits is determined by the contents of the input FROM field A question mark may be used as the INPUT value to apply to a set of caller entries An INPUT value of lt 2 gt will match any 3 digit entry beginning with the digit 2 An INPUT value of 4257 will apply to all 4 digit entries beginning with the digit 4 ending with the digits 57 and having any value in the second digit The Wild Card is placed in the INPUT value to indicate that any digit entered in that position will qualify as a match SAMSUNG Electronics Co Ltd 3 109 CHAPTER 3 Configuration Management 3 110 The character may also be used in
118. he jitter buffer adapts down when jitter decreases The value is programmed in milliseconds with a default of 10000 ms 10 seconds and a minimum value of 1000 ms 1 second When the jitter buffer grows past the deletion threshold frames exceeding the deletion threshold are deleted immediately Audio quality may be negatively affected This parameter is expressed in milliseconds and may be programmed from the value of the Max delay up to 500 ms It selects the audio codec of VoIP Packet It specifies the transmission interval time of the VoIP packet of G 711 codec It specifies the transmission interval time of the VoIP packet of G 729a codec It specifies the transmission interval time of the VoIP packet of G 723 1 codec Each created channel may be given its own Ethernet header provided that the Comcerto MAC address is unique When sending a payload Ethernet frame each channel uses its own Ethernet header if it has one This options enables or disables for 802 1p q including 802 1 VLAN and 802 1 Priority NOTE This options applies to RTP RTCP Set the 802 1 priority The range is 0 7 Set the VLAN tag The range is 0 4095 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide An 8 bit binary value that will be used by external routers switches etc that optionally supports TOS bit prioritization to identify the transport priority value of data packets generated by this system This value can b
119. ically when an extension is created in the ICM running on the main system The menu mode for the Day Night service will change automatically when the mode of the ICM changes There are four menu modes in the IVM Day Night Holiday and Bad weather modes where each mode has its own menus for services Quick Setup Although the set up process has been automated as much as possible the following must be performed manually e Record greetings for the Day Mode operation prompt number 1001 the Night Mode operation prompt number 1002 and optionally the Holiday and Bad Weather Modes prompt numbers 1003 and 1004 respectively e Give everyone the user instructions and have them enter a new personal password 7 1 record their name 7 2 enter their directory name Last and First names 7 3 and record both a Primary No Answer Greeting 5 1 and Mailbox Greeting 5 7 SAMSUNG Electronics Co Ltd 2 1 CHAPTER 2 Configuration Overview System Administration There are two levels of administration Individual or personal administration can be performed by each subscriber and system administration must be performed by the system administrator at a higher level for both subscribers and the system System Administrator A field technician who installs the system or the system administrator has ultimate authority over the operation of the IVM and can set or change all the options that require specialized knowledg
120. ich MODE block should take control of the call session The MODE block will then pass control to one of the MENU blocks based on call type This may have sounded complicated but is quite simple By default all of the configurations are done for you Most of the applications for a customer actually starts at the MENU block Knowledge of how the call is routed through the system will help you create more complex applications only when and or if necessary Depending on the current mode Day Night Holiday or Weather a custom company greeting is played and a caller is directed to any other block in the system based on the DTMF input The below call routing solution chart displays the communication links and connections between each of the blocks in the system FORWARDED CALLS Forwarded calls follow the same initial call flow as stated above Their call type is identified as a forwarded call and the call is passed to a MENU block that handles forwarded calls This MENU block does not speak to the SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide caller but simply looks at the Forward ID of the call and transfers the caller to an appropriate subscriber s personal greeting Based on the subscriber s greeting the caller may leave a message route himself or herself to another subscriber return to the main menu or simply hang up Import Basic Concepts The configuration concept of the IVM is a series of blocks Pointers
121. igit Assignment Administration and Escape digits should never be set to the same value NOTE Menu Input Processor Menu Block TEMPLATE MNU Menu Input Processor Activity Operating Mode 00 Default Ka No Menu Input Processor Action Type Gp Target name Goto BYE Goto BYE Goto DIR O SAMSUNG Electronics Co Ltd 3 107 CHAPTER 3 Configuration Management 3 108 Item Operating Mode Event Action Description Indicates the mode name and number for which the displayed block pointers targets are active Each operating mode is given a unique number by the system Valid numbers are 01 99 and are assigned in sequence as new modes are created The mode number and name are associated with the block s pointers not the block itself This allows one block to route calls to different destinations in different modes using different targets for the pointers various mode references For example the Invalid pointer might route callers to an operator s extension during the Day mode but after 5 00 PM it would route them to a Night Options menu during the Night mode Pointers set in the default mode stay in effect unless overridden by pointers set in the current operating mode The IVM will display default mode pointers in a
122. ilbox is not found the IVM will automatically create one If this parameter is not specified in this block and the EClass block associated with it the IVM will not present the caller the option to leave a message in the event of a busy or no answer for this extension This pointer is reached because the EClass General page assigned a specific digit to options and allowed the feature for at least one call condition The extension block page 3 of 5 will then show that Other Options has been assigned to that digit On this Call Director page you may assign any destination to this option s pointer This is used if a subscriber wants to offer callers an option to press a certain digit to route to a department or any other condition that may be programmed in the IVM The IVM goes immediately to the designated Target block It will not prompt the caller prior to doing this This pointer is reached because the EClass General page assigned a specific digit to operator and allowed the feature for at least one call condition The extension block page 3 of 5 will then show that Operator has been assigned to that digit On this call director page you may assign any destination to this operator pointer The IVM goes immediately to the designated target block It will not prompt the caller prior to doing this SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description ESCAPE This pointer is reach
123. ine mode changes per day for 366 consecutive days The administrator can manually override the schedule table at any time from a touch tone telephone or from a management interface SAMSUNG Electronics Co Ltd 1 3 CHAPTER 1 Introducing the IVM 1 4 For Holidays and Calendar of Events the Schedule Table can be used to schedule holiday and special event caller prompts to better inform and serve callers Synchronized Clock The IVM clock is responsible for providing each message with a date and time stamp This clock is always synchronized with the BG main system as is changing between day and night modes Auto Attendant Features Alphabetic Directory Multiple Callers who do not know an extension number in the system but do know a name may enter the first few letters of the person s name and be transferred to the person s extension number The IVM can store up to 1000 unique directory names and a caller can search subscribers using either the first or last name Auto Attendant Routing The Auto Attendant can transfer or route callers based on the digits they enter Callers may be transferred to station groups or the system directory to select a subscriber based on their name Automatic After Hours Answering The main Auto Attendant greeting changes from the day to the night greetings automatically when the system changes from day to night mode Multiple additional modes may be defined for special applications A
124. ing This feature allows a subscriber to address messages to other subscribers by name instead of by mailbox number eliminating the need to look up numbers or carry personal directories while traveling New Old Selection When you access your mailbox you may choose to listen to either new or old messages This makes it easier to find specific information contained in an old message without having to listen to all the new messages first Personal Mailbox Administration You may change settings for your mailbox any time you like For instance you can personalize the greeting that callers will hear your name password and notification options Private Confidential Messages A message can be marked Private A private message cannot be forwarded to another subscriber If the recipient of the private message attempts to forward the message he or she is informed that the message is private and may not be forwarded Reply Required A message marked for delivery as Reply Required cannot be saved or deleted until the recipient performs a voice reply to the message Retrieve Public Caller From Mailbox When a subscriber logs on they are notified if a caller is in their mailbox and the IVM offers to transfer the caller to the subscriber s designated location If the caller is identified the IVM will speak the caller s name If the subscriber elects to speak with the caller the caller is told that the subscriber is now available and tra
125. ing select Operating Utilities and select Initialize VM menu in the BG VM This will restore the factory default settings and delete any existing mailboxes messages and custom or re recorded prompts SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Package Update 1 Select Package Update In order to upgrade the IVM s firmware select Package Update in Menu tab of the BG VM Then the following window will pop up System Information Current version 1 0 6 4 Base version 1 0 0 Disk total 368640 Kbytes Disk used 74556 Kbytes Disk free 294084 Kbytes Update File File Information File is not selected 2 Select the file to update Click Select File and enter the name of the file to update If the file is selected firmware and base version will be displayed in File Information 2 Ubigate BG VM Package Upd System Information Current version 1 0 6 4 Base version 1 0 0 Disk total 368640 Kbytes Disk used 74556 Kbytes Disk free 294084 Kbytes Update File E UVMipkglivm_1 0 6 A tar File Information The corresponding firmware s version 1 0 6 4 The compatible base version 1 0 0 Upload O SAMSUNG Electronics Co Ltd 2 9 CHAPTER 2 Configuration Overview 3 Upload the package Click Upload button to start to upload the file To apply the uploaded file the BG system should be restarted For this you have to select Y
126. ing mailbox access security Multiple Subscriber Mailboxes Login Multiple subscribers may simultaneously logon to the same mailbox and access messages All mailbox functions are available to each subscriber Message playback is distributed The first subscriber logged on will hear the first message The second subscriber will first hear the second message and can access the first message after the first subscriber has finished The mailbox continues to be available to receive new messages regardless of the number of subscribers logged on This is useful if you wish to use a mailbox for transcription storage or order taking applications Multiple Subscriber Mailboxes Since extensions and mailboxes are separate and independent system resources a mailbox does not have to be defined in terms of an extension or an extension in terms of a mailbox in order for the IVM to associate them A subscriber s mailbox number need not match the subscriber s extension number though it typically does A subscriber can have multiple extensions within the system Each extension can be directed to one specific mailbox for taking messages This is also the case of departmental messaging where many subscribers share a common mailbox An extension may also be directed to a different mailbox at different times of the day or days of the week as in departments with rotating staffs SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Name Address
127. iption Description Block prompt 071 7 Description Error prompt 0718 Description Accept call 0708 Description Redirect call 0709 Description Reject call 0710 Description Realtime Greeting oza Description Item Target herald prompt Forward herald prompt Blind xfer prompt Monitored xfer prompt Find me xfer prompt Call screening No answer prompt Busy prompt SAMSUNG Electronics Co Ltd Description The prompt played during a transfer By default this is transferring to The prompt played when a call is forwarded By default this is forwarding to The prompt played during a blind transfer By default this is one moment please The prompt played during a monitored transfer By default this is Please hold while connect your call The prompt played during a find me operation By default this is Please hold while locate your party The prompt played during call screening By default this is Whose calling please The prompt played to a caller during an unanswered transfer By default this is I m sorry the call was not answered The prompt played when a caller is holding for a busy station By default there are two they are I m sorry the number is busy and Pm sorry the number is still busy 3 57 CHAPTER 3 Configuration Management Item Block p
128. is a virtual extension A virtual extension can be configured with the same set of call automation attributes as a regular extension lt is particularly useful when a group of people in an organization share a single telephone Each person in the group can be assigned his own Key in the IVM subscriber database The Dial Number however will be the same for each virtual extension SAMSUNG Electronics Co Ltd Item Alternate Number Supervision Level SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description This allows callers to enter a distinctive Key for each member of the group even though they ring the same telephone A call presentation prompt can be customized for each virtual extension subscriber for example Call for John Smith or Call for Jane Doe The IVM has a feature that a subscriber can enter an alternate location and all calls processed by the extension block will be transferred to this alternate number This number can be an internal number other extension or an external number like the subscriber s home number The designated location option must be set to Yes to use this feature When calls are transferred to a designated location alternate number the IVM will supervise the transfer i e it will monitor the call progress until the call is answered If the call is not answered it will be routed to the destination specified in this extension block s call dire
129. is is the amount of time in seconds that the system waits for the caller to enter the digits following his first entry digit This is the number of times that the system repeats prompts if the caller does not enter any digits This is the maximum number of names that a caller may enter if no match is found on the digits that the caller entered If this occurs it is considered an INVALID entry SAMSUNG Electronics Co Ltd Item Maximum number of matches Search based on first name Include unnamed objects Speak name on exit Speak key value on exit Verify before exit Type Gp SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description This is the number of names played to a caller if more than one name matches the entry The number can be between 1 and 8 When an extension is set up generally people are listed by last name comma and first name This parameter determines which part of the name label that will be searched for a match For example a name is entered in the subscriber list as Smith John If this value is set to N no the directory will search Smith If this value is set to Y yes the directory will search John If this parameter is set to YES search targets with no recorded name will be included in the directory listing to be played to a caller In this case the IVM announces the number of the search target This could for example be an extension or mailbox
130. lback Request Reminders Fax Messages Messages from a Specific Sender or Private Messages Individual Mailbox Greeting Each mailbox has its own associated individual greeting recorded in the subscriber s mailbox owner s voice This may be changed as frequently as you desire This only gets played if you do not have one of your call condition greetings recorded Individual Mailbox Name Each mailbox has its own associated individual name recorded in the mailbox Owner s voice Individual Mailbox Password Each mailbox has its own associated individual password selected by the user or system administrator This provides some security and prevents unauthorized access The password may be up to 8 digits long Maximum Number of Messages The maximum number of messages a mailbox can hold is 9 999 The maximum number of messages can be set for each mailbox Note that this is a software setting Maximum number of messages is also influenced by the size of the storage media number of subscribers maximum SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide message length settings and the length of the actual messages recorded and left on the system Message Address Verification After entering the mailbox number to which a message is being sent the IVM echoes the name of the recipient confirming the message is going to the intended subscriber The address verification is also played when the subscriber forwards an exis
131. ll type data received from the system The Bye block and the Station block do not have Call Directors as they are considered the end of a call control path Event Pointers A Call Director uses EVENT POINTERS to pass control of a call to the next block All EVENT POINTERS consist of an INPUT value an ACTION a Block TYPE and a TARGET An INPUT value is a collection of digits whether received from a caller via DTME telephone system or network integration information collected in the block An ACTION is that which takes place when input from a caller equals the O SAMSUNG Electronics Co Ltd 3 41 CHAPTER 3 Configuration Management 3 42 INPUT value TYPE is a type of block to pass control to There are five types of ACTIONS GOTO TRANSLATE PASSWORD SEARCH ON and FILE The TARGET is the name of the block to pass control to next Modes At any time of the day the IVM is in a specific operating mode This may be as simple as Day Mode business hour or Night Mode business closed or it can be very complex Special Mode for Port 2 Only on July 19th between 7 and 8 p m New modes may be added as needed The times that operating modes are effective are defined in the Schedule Table The behavior of the IVM when it answers a new call during each specific operating mode is defined in the Mode block The IVM can be made to change modes either manually by using special administrative commands or automatically as specified in the
132. llow standard MCLASS Message Retention Default is 9999 days e 0 Days Delete the voice mail message as soon as the e mail is sent 1 999 days Benefits e Store and archive voice mail messages in visible folders Voice mail messages can now easily be dragged and dropped into folders in the same way as e mail messages are organized and saved Voice mail messages are now essentially the same as any other e mail message Backups and message archives can be made when they are made for all other types of e mail messages e Add text notes and comments to use later as a reference Some if not all e mail clients will allow you to edit the e mail body with comments Some e mail clients will allow you to edit the subject field to help you find a particular message quickly in a large archive of messages e Callback numbers date and time stamp are easily displayed in the Subject field e Easily forward received voice messages to other subscribers that are not voice mail subscribers on your system There are two functionalities in the e mail gateway e E message delivery Voice Mail Messages wav are delivered to your e mail box with an appropriate attached file e E message notification You will receive an e mail with NO attachments notifying you that you have a voice mail message in your voice mail box Multiple E mail Addresses Each subscriber can have 5 e mail addresses for E message delivery and or
133. lock required to send the call This block is used to dial the Dial Number If there is an Alternate number it will select a Station block automatically SAMSUNG Electronics Co Ltd Item Auto Login Directory Public User Retention days remaining Authorization Ubigate BG IVM User Guide Description A Y in this parameter enables the subscriber to login without a password when logging in from their extension A Y in these parameters along with the subscribers name recorded in the mailbox allows this object to be listed in either of the appropriate Directories The Public directory is the directory that callers access while the User directory is the directory that subscribers access The number of days remaining before this block is automatically discarded during system maintenance if unused The range is 0 999 days An entry of O means indefinite Extension Block TEMPLATE EXT General Authorization Additional Information Caller Options Processor Call Director Activity Authorizations Allowed No Blocking anda No Allowed No Call forwarding Enabled No Allowed No Call screening Enabled No Allowed Find me Enabled Scheduling Intercept Retrieve public caller allowed Busy greeting allowed Alternate location allowed Store phone numbers allowed Extended promptin
134. ls to different destinations in different modes Pointers set in the default mode stay in effect unless overridden by the same pointer set in the current operating mode The IVM will display the default mode pointers in a block while viewing pointers in another mode The default mode pointers will be marked in blue grayed on a black and white monitor to denote that they were not set in the current mode but will operate as indicated NEXT This points to the next block that the IVM will execute after speaking the prompts If the next block is a menu any DTMF digits entered in the speak block will be carried forward to the menu block Station Block The station block contains all the information needed to call or transfer a caller to a particular phone number The bulk of the station block defines the various call progress signals It also contains any additional dial strings needed to reach a particular station like dialing 9 to access a trunk or adding digits after the call to activate a beeper One of the handiest features of the station block is the Call Progress Training facility This feature allows you to provide phone numbers and have the IVM call them to learn the ringback and busy signals automatically The IVM then adjusts the appropriate parameter settings in the station block according to the data collected by calling the provided numbers Blocks that reference a telephone number such as mailbox blocks must reference
135. mpt Number Language Length sec Recorded Description 3 16 Prompt Recording Studio Confirm English America Description This is the number of the prompt to be recorded or reviewed After entering a valid prompt number you will be presented with instructions to record or re record You may re record any prompt in the system but if you re record system prompts prompts below 1000 the original prompt will be lost This is a language option You may select from any installed languages and from that point the Voice Studio will interact with that language It indicates the length of the recording in seconds This parameter is automatically filled in by the IVM when a prompt is recorded It indicates the date that the recording was made or last updated Space is provided for entering the description of the prompt to be recorded Use this space to provide information on the intended usage of the recording The entered text has no effect on the actual recording However it is recommended that the recording should be the same as the text to make later editing or re recording easier SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Operating Utilities This page is used for accessing various display logs and system administrator facilities The utilities and parameters contained within the Operating Utilities are as follows Display User Log This log provides information on all user
136. mpting is not set active the IVM offers only the name of the menu the subscriber is accessing and the prompt For additional options press 0 External Number Notification When you have messages in your mailbox you may be alerted at your cell phone home phone or any other phone The IVM will make 3 attempts to contact you If it encounters a busy signal it will try again in 5 minutes If it encounters no answer it will try again in 15 minutes SAMSUNG Electronics Co Ltd 1 11 CHAPTER 1 Introducing the IVM 1 12 Future Delivery When a subscriber leaves a Self Memo Reminder Direct Message Quick Memo or any other message for another subscriber a future delivery date may be specified This is particularly useful if you use the reminder feature as a virtual to do list Delivery Scheduling options are for a number of hours 1 to 9 for the end of the current business day based on the subscriber s current availability schedule for the beginning of the next business day based on the subscriber s current availability schedule for a day of the coming week for Monday through Sunday or for hour and minute on a specific date Also for any message not yet delivered a subscriber can review modify and discard future delivery messages to be sent but not yet delivered Group and Sort Messages Prior to Play A subscriber can group for playback either new or saved messages Grouping categories are Urgent Cal
137. n Upon entry of the first digit the time is reset so that the caller has the full Wait for Caller Entry time to enter another digit This specifies the number of times from O to 99 that a caller may re enter his password if an invalid password was entered This also applies if a caller makes an invalid entry while recording editing a message The number of times from 1 to 99 to repeat prompts while the caller is recording editing a message If the caller does not respond to the prompts after this number of attempts the IVM will go to the next block specified by lt Pub Msg gt This is the amount of time in seconds that the IVM will listen to caller silence before assuming the caller has stopped talking The Operator digit when defined allows the caller while listening to the subscriber s personal greeting or recording a message to press a specific digit to transfer to the operator defined by the OPERATOR pointer The digit to skip the greeting when defined allows the caller while listening to the subscriber s personal greeting to enter a specific DTMF digit to skip the greeting and enter record mode The ESCape digit controls the following functions when using a mailbox In the mailbox public mode if entered while the mailbox greeting is being played or any time prior to the caller beginning to speak the message is canceled and the IVM exits the mailbox using the lt PUBESC gt pointer If entered after th
138. nd technical supports http www samsungnetwork com Il SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Revision History 12 2010 First edition SAMSUNG Electronics Co Ltd Il INTRODUCTION This page is intentionally left blank IV SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide TABLE OF CONTENTS INTRODUCTION l PUTDOSO nnrir a e a aaa E EEE EEE EEEE E TEENAA RENEE ends l Document Content and OrganizatiON oocococcccccciccccncncnconoconencncncncncncncnannnnnnananines l Conventions ersen E A E a EE II Console Screen OutpUt an eana e A E oaa E ASEE EENEN II Information for Product and Technical Support ooocccccccccnconcconccnoncnonnnnonancnnnnonanos II Revision A a aaa E E E E E E AEG E II CHAPTER 1 Introducing the IVM 1 1 OVER VIOW ahaaa aa esas ideal 1 1 Functional Overview 3 35 52 tens iberia raider cerda ira ede lids nd e EENE EDE SER EEEE NRR 1 1 Feature DeSCMPtON wis scciiic cosncaiiie iaso ennan aono oia 1 2 System Capachty vico onneni aea a d E eE Beledasasaneeias 1 23 CHAPTER 2 Configuration Overview 2 1 Aut Configuration roo a a ar oaia EKAA ENA a 2 1 QUICK Setup roio ra a EE a TAE E REEE 2 1 System AdMinisStratiON oooooocccccccccocccccocococoncnnnnnnnnonononcncncnnnnnrnrnrnrnananannininannns 2 1 CGonfig rati n TOONS rieira a a a a a a E 2 3 Web Management oococcccccncncccococococonononononannnnnnnnnncnnnn nena nennnnnnnnncncinananananan
139. nfiguration Management OutCall EClass Block TEMPLATE ECL General Prompts Hold Controls OutCall Call Director On premise Outcall Authorizations Onoff Station Block Selection Yes Off premise Yes Long distance Yes Excepted Area Codes Item On premise Off premise Long distance Excepted Area Codes 3 60 Description Set to Y to allow the subscriber to make on premise Outcalls The On Premise Station Type indicates Station type to use for on premise out calls If left blank the IVM will automatically select a Station type Set to Y to allow the subscriber to make local Outcalls The Off Premise Station Type indicates Station type to use for off premise out calls Leave blank for auto select Set to Y to allow subscriber to make long distance Outcalls The Long Distance Station Type indicates Station type to use for long distance out calls Leave blank for auto select These 10 spaces are used to specify area codes that subscribers may not call Use these settings to restrict toll calls such as calls to 900 numbers SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Call Director EClass Block TEMPLATE ECL General Prompts Hold Controls OutCall Call Director Operating Mode 00 Default v Call Director rent Action Target Name MESSAGE OPTIONS Goto OPERATOR Goto ESCAPE Goto N
140. nfirmation of digits entered by the caller or the contents of one of the call session memory registers This allows an administrator to create a scenario in which the caller enters their account number in a preceding menu block and the speak block plays The account number you entered is 4788235 If this is correct press 1 If not press 3 to re enter it This uses all three prompt positions The second one plays a confirmation of the number that the caller entered in the previous menu The third prompt implies a menu block function within the speak block which does not exist Instead an event pointer labeled Next has targeted a menu which receives control immediately following the end of the third prompt Options 1 and 3 are actually processed in this second menu block Speak blocks may be daisy chained to play an extended series of prompts SAMSUNG Electronics Co Ltd 3 121 CHAPTER 3 Configuration Management 3 122 The information contained within the speak block screen shown in this section is for discussion and display purposes only One page houses all speak block parameters The parameters are grouped by category as follows Speak Block TEMPLATE SPK Label Name TEMPLATE SPK First prompt CallerScript Description Prompt index Last prompt Description From To Total calls Operating Mode Event NEXT Caller Script 00 Default y Ac
141. nformation to the caller The speak block can contain two prompts in addition to the ability of announcing system information or register contents After announcing to the caller control is passed to another block based on the target of the NEXT pointer Station Block The station block is responsible for dialing When the IVM dials or transfers any calls it uses the station block All devices accessible via Touch Tone dialing on the IVM use at least one of these Each contains call progress information to monitor and processes calls to the associated device s Call Directors Call Directors are powerful tools used to connect the various blocks together All blocks that pass control of a call to another block use Call Directors Call Directors pass control of a call to the next block Which block they pass control to is dependent on certain conditions called events that have occurred within the current block Events may include no entry invalid entry no message left operator requested and user exit There are many possible events and they will vary depending on the type of block being programmed In a Menu block the Call Director is called the Menu Input Processor and also acts on data entered by a caller In an Extension block the Call Director is called the Caller Options Processor and also acts on data entered by a caller In a Mode block the Call Director is called the Call Code Processor and also acts on ca
142. ng The IVM can be configured to automatically change among up to 99 different customer operating modes based upon the time of day day of week or specific calendar date During an operating mode every aspect of the call automation application including port utilization caller scripts routing solutions and call coverage options can be customized to meet the organization s operating requirements IVM s schedule table automatically changes to the correct mode without human involvement Operating Mode Override Under exceptional circumstances such as adverse weather conditions and other organizational emergencies or when the office may be inaccessible the administrator can override the schedule table The administrator calls the IVM enters the administrative password and selects a new operating mode for any or all ports The new operating mode can be programmed for the circumstances or the administrator can simply record a new company greeting which explains the circumstances to callers Recordable System Prompts Although the IVM contains many prompts for general purposes some people may want to add or record some additional prompts This can easily be done using the built in voice studio Any prompt in the system can be re recorded Schedule Table The schedule table automatically controls system mode by individual ports time of day day of week and calendar date without human intervention It is capable of scheduling ninety n
143. ng mode The IVM will display default mode pointers in a block while viewing pointers in another mode The default mode pointers will be grayed out to denote that they are not in the current mode The block to go to after the caller has recorded and sent a message The block to go to if the caller did not leave a message The block to go to if the caller presses the Escape digit to escape from a mailbox the escape digit may be pressed anytime before the recording tone It is recommended that the named block be the initial MENU block This allows the caller to return to the main options that may include dialing another extension This is the block to go to if the caller enters any valid DTMF while listening to the mailbox greeting If defined the Administration digit escape digit digit to skip the greeting and the operator digit is not considered valid DTMF digits for this pointer The target block is a menu The menu will perform a search operation to match the caller ENTRY to the KEY value of a pointer or the number of an extension or a mailbox This is the block to go to if the caller presses the operator digit while listening to the mailbox greeting This is the block proceeded to if a mailbox user presses star Q to exit from their mailbox It is recommended that the named block be the initial MENU block to allow the user to return to the main options The block to go to if the caller presses the digit associated with di
144. nnounce Hold Position If callers are allowed to hold for a busy extension the IVM is able to intermittently inform the caller of their place in the queue Announce Hold Time If callers are allowed to hold for a busy extension the IVM is able to intermittently inform the caller of the estimated hold time before being answered SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Direct to Mailbox You may have mailboxes on the IVM system that do not have associated stations This is ideal if you have a small number of employees in your office but numerous employees outside the office that need to keep in contact Holiday and Special Events When your business closes because of a holiday or special event the IVM can provide a special appropriate prompting to your callers You may create specific holiday schedules so that this process works automatically Interruptible Voice Prompts At any time when a greeting is being played callers may dial a selection and the IVM will immediately respond It is not necessary to listen to all the options if you are a power user and know what you are doing Multiple Call Handling The IVM can answer and process up to 6 calls concurrently Multiple Language Support The IVM supports multiple languages Up to nine 9 languages can be supported concurrently Each subscriber can set a language for his or her own needs The default language is decided according to the country A lis
145. nsfers them to the subscriber s designated location If the subscriber elects not to retrieve the caller the subscriber can go about listening to other messages while that caller is leaving a message Return Receipt Certified Messages A subscriber may request to be notified when the recipient listens to a message After the message has been delivered and played back by the recipient a SAMSUNG Electronics Co Ltd 4 17 CHAPTER 1 Introducing the IVM confirmation receipt is placed in the new message queue of the sender s mailbox It contains the date and time that the message was played Self Memo Reminder Using this feature you can easily and quickly leave a reminder in your own mailbox This virtual notepad is available wherever there is a phone and can be set for immediate or future delivery This feature is useful for keeping track of your entire workload to schedule or serving as reminders for meetings Self Memo Reminder Categories If allowed by the system administrator a subscriber may designate the reminders they create as either a Commitment Follow Up or Task The individual meaning of these labels may vary from person to person Their intent is to provide a way of separating reminders into different categories These categories can be reviewed in the subscriber Workload Manager Subscriber Workload Manager This allows a subscriber to group reminders by a Commitment Follow Up or Task in order to better organize
146. number If this parameter is set to YES the selected object s name is played to a caller prior to exiting the directory If no name is recorded the selected object s number is played to the caller This could for example be an extension or mailbox number If this parameter is set to YES the selected object s number is played to the caller prior to exiting the directory If this parameter is set to YES the system requests the caller to confirm the object selection before transferring the caller to that object If it is set to NO confirmation is not needed This is a list of the block type priorities for this particular directory system to search By default the directory will search for extensions first and then mailboxes For each type that is entered you must select the group number of a group where the selected block type should be search for In almost all standard installations you will only search in group 01 3 51 CHAPTER 3 Configuration Management 3 52 Prompts Directory Block TEMPLATE DIR Search Information Prompts Call Director Directory Control Prompts Description Enter name Description Target name prefix 0132 No matches found 0128 Invalid entry 0131 Press 9 for more names 0126 Description Description Description Description Press 0 for new names 0129 Description o Press to exit 0130 Description
147. o all fields that accept an e mail address e System Wide Parameters Report and Reply To e Mailbox block From Deliver MSG and Notify Only DNS This is used to enter the domain name server address that the system refers to You have to enter this information to use domain name for the SMTP server of e mail gateway instead of its IP address 3 Ubigate BG YM Menu Tab Help BG VM Tree Viewer 7 2 Save Application 7 3 Schedule Table 7 4 Subscriber List _7 5 System Parameters E TMAA General Language E mail Gateway DNS E 7 1 Open Block Table E 7 2 Save Application pe Domain Name 7 3 Schedule Table OK H 7 4 subscriber List A A E 7 5 System Parameters Name Server List Delete o E 7 6 voice Studio K No Data o E 7 7 Operating Utilities E 7 8 override Mode o a 7 9 View System Report amp Y 7 10 Site Information H 7 11 status Screen MB 7 12 Mc1 Parameter Name Server Add 55102110110 Message Connected to 165 213 89 179 2010 01 05 10 46 49 SAMSUNG Electronics Co Ltd Voice Studio Ubigate BG IVM User Guide The Voice Studio is an utility for recording custom prompts To record a prompt with a telephone enter the extension number and press call button 3 Ubigate BG VM Menu Tab Help BG VM Tree Viewer 7 1 8 Extension _7 6 1 Prompt g
148. o digit hold prompt Description Description Hold Prompts 0727 No digit continue holding prompt 0728 Announce hold interval prornpt 0737 On Hold Information Message 2nd Announce hold position No Announce hold time Y es 3 58 SAMSUNG Electronics Co Ltd Item Max hold queue size Max hold time in minutes Require input every nth try Retry interval in seconds No digit hold prompt No digit continue holding prompt Announce hold interval prompt Announce hold position Announce hold time SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description The maximum number of callers allowed to hold in queue while waiting to be transferred to a WorkGroup member Once this parameter is exceeded the IVM will look at the Que Full or Expand event pointer to determine what action to take Allowable input ranges from 1 to maximum number of ports installed The maximum amount of minutes the caller will hold in queue while waiting to be transferred to a WorkGroup member Once this parameter is exceeded the IVM will look at the Que Full or Expand event pointer to determine what action to take Allowable input ranges from 1 to 99 minutes This allows the caller to remain on hold for a busy extension without pressing the hold digit for each retry interval This parameter specifies the number of retry intervals that the caller is not prompted to ente
149. oes not play again and the subscriber does not have to listen to all the dialing options The extended prompting is used to aid the new mailbox user If set to Y any new messages or those messages not saved will automatically begin to play when the subscriber logs in to their Subscriber Services Menu If this option is set the sender information and time will be automatically played for each message If this is not set to Y the caller can still get this information on demand by pressing 00 while a message is playing 3 87 CHAPTER 3 Configuration Management Alerts Mailbox Block TEMPLATE MBX General Authorization Alerts MW amp AutoFoward E Mail Gateway Call Director Activity Message Alert Message alertis currently on No Alert on urgent message only Alert phone number Delivery Schedule Stop ON OFF Sunday Monday Tuesday Wednesday Thursday Friday Saturday Message Alert allows the subscriber to be notified at an alternate number home cell phone etc of any new messages in their mailbox Item Description Message A Y in this field enables Message Alert capabilities for this mailbox alert is An N disables the Message Alert feature This parameter setting may currently on be overridden by the phone interface Alert on If this is enabled the IVM alerts the subscriber only if the message left urgent was d
150. on Examples 3 Match any four digit number beginning with 3 411 Match 411 only 2225000 Match any seven digit number ending in 5000 Match any three digit number A dial prefix instructs the IVM what DTMF to dial if any prior to the actual number Prefix examples include a tie line or trunk access code One example is shown in the off premise Station block as follows 9 tells the IVM to dial 9 and then pause before dialing the actual telephone number Enter any DTMF that must be dialed after the actual number This will usually be left blank but may include an account code or PBX feature code Beepers usually require some form of DTMF entry after the telephone number Set this parameter to Y to allow more than one port to transfer to the same station simultaneously This applies to blind transfer conditions only This can be applied to cases such as station groups and operator positions Not used Not used This is the maximum time of waiting for answers in seconds Number of ringback tones to decide that the callee does not answer Number of busy tones to decide that the callee is busy 3 125 CHAPTER 3 Configuration Management Item Description Silence duration Not used Max Time of Not used waiting for Silence Override Strings Station Block TEMPLATE STN General Override Strings Call Transfer DTMF Override Strings
151. op the second station 3 127 CHAPTER 3 Configuration Management This page is intentionally left blank 3 128 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide ANNEX A Special Characters Used When Writing Dialing Instructions These characters perform special functions when embedded in any dialing string Character 8 di H Description This is a flash hook which is critical for signaling on analog systems The comma is a one second pause The backslash is a four second pause T tells the port to switch to tone DTMF dialing This is the default Wait for answer On encountering this character the IVM will monitor the line for an answer from the called station before dialing any additional characters If no answer is detected within 6 ring back cycles or 3 busy cycles the call will be recalled The semicolon is wait for dial tone The IVM will wait up to twelve seconds for dial tone before dialing any additional characters If no dial tone is detected the call will fail This is useful in environments that may have a shortage of resources such as a limited number of trunk lines or DTMF receivers This is an instruction to dial in band Operate the hookswitch If on hook goes off if off hook goes on To tell the TVM to dial the value of a register you would put a dollar sign in front of the register variable I e C means dial the value stored in the Caller ID register F means dial
152. or LIST numbers may not be duplicated within the same group Disconnect The number of a prompt that the IVM speaks before disconnecting Prompt a call Allowable inputs are 0001 9999 with blank indicating say nothing 3 44 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Dial Block The functions of a DIAL block are to perform a dialing operation and then either release the call or branch to another block based on the outcome of the dialing operation This block is commonly used to transfer callers to an operator for assistance It does not have extensive automated attendant features of an Extension block However it is useful for transferring calls to another system such as a dictation system answering machine FAX machine MODEM and paging terminal It can also be used to facilitate special features that a telephone system may lack such as DISA Direct Inward System Access a feature which enables employees at remote locations e g their homes a telephone booth or a customer s office to use their company s system to process telephone calls or least cost routing of outgoing long distance calls DIAL blocks may also be used in conjunction with an Extension block to create various types of extension hunt groups This is accomplished by setting up Event Pointers in the blocks to hunt through designated extensions until an appropriate service provider is located Each Dial block is associated with a Sta
153. orized owner in the language selected Authorized owner means a user who has entered a valid password The extension block also has a language field and the IVM will try to resolve these fields to a single value make them match If conflicting information is contained in these fields the extension block has priority and the mailbox block will be automatically changed to match This selection is based on the order of the defined languages in language page of the System Wide Parameters If the languages are to be reordered added to or changed in page 3 of the System Wide Parameters then this field should be re entered A Y in this field designates this as an announcement only mailbox When a public caller accesses this mailbox it will play the greeting message and exit immediately without recording a message This may be used for bulletin boards and other applications After playing the greeting Ubigate IVM will pass control to the block defined by the lt No Msg Left gt pointer A Y in this field gives the mailbox user an ability to send a broadcast message to all subscribers on the system If set to Y messages are reviewed in Last In First Out order If set to N they are reviewed in First In Last Out order If set to Y the IVM will beep at the subscriber before requesting they enter their password when trying to log in The beep signifies whether they have messages or not This is useful
154. otal connect minutes Current message count New messages Saved messages Description The number of messages that this subscriber has sent regardless of destination The number of messages that this subscriber has received from Public Callers and from other subscribers The total amount of time connected to the mailbox The total number of messages in this mailbox listed according to those received from public callers and from other subscribers The current message count broken down to reflect how many have not been saved from both Public Callers and other subscribers The current message count from Public Callers and other subscribers reflecting how many have been saved MClass Block The MClass Class of Service block is a block containing many general 3 94 parameters effecting Mailbox or List block Each MClass block may be associated with one or several subscriber mailboxes Mailbox blocks or List blocks This information includes the maximum length of a message the number of days that messages will be retained the number of days that unused mailboxes will be retained Message Waiting Indication MWI dialing codes Message Alert and other parameters There is no limit to the number of Mailbox blocks that the MClass block may be associated with SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide MClass Block TEMPLATE MCL General Public Caller Interface Ou
155. other than voice you must set Use 32 Kbit s rate to Y This will guarantee the accurate playing back of DTMF entries in a voice format during the transcription of the message The maximum length of recorded response allowed 1 999 s This is the time that the IVM will wait for the caller to begin speaking a response to the query 1 9 s This is the time to wait for the caller to enter a DTMF tone in response to the exit prompt 1 99 s The time interval begins after the prompt has been played The DTMF digit that causes the IVM to play back the voice response just recorded to the caller The DTMF digit that will cause the IVM to repeat the query and allow the caller to change his or her response 3 117 CHAPTER 3 Configuration Management 3 118 Item Digit to confirm response Terminator digit Escape digit Call Director Description If this is set to a valid DTMF digit the IVM will automatically play back the response just recorded by the caller Then it plays the exit prompt which should ask the caller to confirm the response by pressing this digit Example Dial 3 to confirm your response or 2 to change it The digit to enter to indicate that the caller DTMF entry is complete This is usually the pound key If the caller presses this key typically at any time when a query or an exit prompt is played any response to this query that may have been recorded will be canceled an
156. owner on the system This makes it easy for any employee who is out of the office to send a message to another internal user Message Scan Message Scan allows a user who is retrieving his or her messages to scan through them The first few seconds of each message will be played This makes it easy to find a specific message Message Skip When listening to new messages if you a searching for a specific one you can skip over new messages This saves the message as a new message It is like picking one thing out of your in basket without disturbing all the others SAMSUNG Electronics Co Ltd 1 15 CHAPTER 1 Introducing the IVM Message Undelete The undelete feature of the IVM will allow you to retrieve messages that have been deleted The subscriber is allowed to Undelete a message any time before the next Daily Maintenance is performed By default the system performs Daily Maintenance everyday at 3 00 am Deleted messages are PERMANENTLY deleted after Daily Maintenance is finished Message Waiting Light Indication An indication on your IP phones tells you when you have new messages Additionally if the IP phone has a display it will show you the current new message status Minimum Password Length This option is set by the system administrator The setting range is from 0 No Minimum to 8 Digits This requires subscribers to set their password to less than the digit length specified This is useful for heighten
157. port E 7 9 1 8y Application H 7 9 2 To Subscribers H 7 9 2 Messaging Activity M 7 9 4 8 call Code H 7 9 5 8y Hour 7 9 6 8yPortNumber E 79 7 8yDay of Week o BY 7 10 Site Information 7 11 Status Screen 7121001 Parameter Refresh Timer sec 15 w Message Connected to 165 213 89 179 2010 01 05 13 06 42 SAMSUNG Electronics Co Ltd 3 27 CHAPTER 3 Configuration Management 3 28 Reporting It is used to indicate the report period This is the period between the date beginning when the report counters were last cleared and the date ending at the current date Created The date and time the report was actually created Calls The total number of calls serviced by an application type Minutes Total minutes that calls were connected to an application type Connected The total percentages of calls connected to an application type Callers Application A bar chart of the different applications and the percentages of calls Call that each application serviced IntraAppls is intra application which Distribution represents the calls who accessed more than one type of application To Subscribers 3 Ubigate BG VM DER Menu Tab Help BG VM Tree Viewer 7 9 1 By Application _7 9 2 To Subscribers _ g vma o MB 7 1 Open Block Table E 7 2 Save Application Reporting MM 72 schedule Table rasa
158. prompts Otherwise set to N A Y in this parameter and the recorded List name allows the listing in the Public Directory A Y in this parameter and the name recorded in the List allows the listing in the Voice Mail Directory When set to Y the caller is allowed to record a greeting for the LIST block Allows the lists password to be changed to the default digits specified by the default password in the System Wide Parameters or removed completely Inputs are DEFAULT or NONE The number of days remaining before this block is automatically discarded during system maintenance if there are no list members List blocks are not automatically deleted for lack of use as long as they contain members 3 79 CHAPTER 3 Configuration Management 3 80 Item Description Delete all If this parameter is set to Y the IVM will un deliver all unheard copies unheard of a message sent to this list after the first listener saves the message copies of From To Indicates the period between the date when the Report Counters were last cleared and the current date Msgs The total number of messages distributed to list members during the distributed period specified in the range below This will not apply to members of the list that are Network MBX members EN There is no way to un deliver a message sent to a Network MBX after it NOTE has been sent List Member List Block TEMPLATE LST List Mem
159. r a digit to indicate they wish to continue holding Allowable entry for this parameter is 1 99 If this parameter is set greater than 1 the IVM will default to hold on a busy condition if the caller enters no digit on the first busy condition This is the maximum number of seconds from 1 to 99 that the IVM waits when a caller elects to hold before re trying the extension A prompt that plays during caller hold options By default this is If you would like to hold please stay on the line A prompt that plays during caller hold options By default this is To continue holding please stay on the line A prompt that plays during caller hold options By default this is I will try that extension in a moment The system will advisee the caller of his position in the hold queue when selecting to hold for a busy extension There are two parameters for this feature 1st The Hold position will be played when the caller first begins to hold 2nd The Hold position will be played each time the IVM attempts to connect a call The system will advise the caller of the average hold time when selecting to hold for a busy extension if this feature is enabled There are two parameters for this feature 1st The Estimated hold time will be played when the caller first begins to hold 2nd The Estimated hold time will be played each time the IVM attempts to connect a call 3 59 CHAPTER 3 Co
160. r a specific date for hour and minute or until further notice is given Day Night Personal Greeting Night Personal Greeting works in conjunction with the subscriber s Weekly Availability Schedule SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide During the defined availability period the IVM will automatically play the Primary No Answer Greeting to callers unless the subscriber is busy on another call and has recorded a Busy Greeting or Call Blocking is set active and a Call Blocking Greeting is recorded During the time periods a subscriber is not scheduled available to take calls and does not have Call Blocking activated IVM plays the subscriber s Night Greeting if recorded Find Me When Find Me is set active the IVM attempts to deliver calls to the subscriber s designated location provided neither Call Blocking nor Forward All Call is active The IVM first tries to locate the subscriber at the subscriber s designated location Then if necessary it tries each of the subscriber s Stored Telephone Numbers until all numbers have been called After each stored telephone number is tried the IVM will prompt the caller that it is continuing to locate the subscriber If the IVM cannot locate the subscriber the subscriber s Call Blocking Greeting is played to the caller This feature can be activated for a number of hours 1 to 9 for the end of the current business day for the beginning of the next busines
161. rectory assistance 3 103 CHAPTER 3 Configuration Management Menu Block 3 104 The menu is used to speak something to the caller collect a caller s DTMF entry and pass control to another block A menu can accept entries from 1 to 16 digits in length The menu performs a search operation to match the caller ENTRY For example a menu prompt may be You may dial an extension directly or for sales press 1 for service press 2 If the caller presses 1 a pointer with an input value of lt 1 gt directs the caller to an extension group within the system called SALES If the caller entered 223 the menu may be configured to search for an extension or mailbox When a match is found the IVM looks to see if it should translate the input into a new value before performing the search The IVM then transfers control to a block defined in the target name field This is all done in the in the menu input processor General Menu Block TEMPLATE MNU General Menu Input Processor Activity Label Name TEMPLATE MNU Input Processor Operating Parameters Take INPUT from Store INPUT in ENTRY Digit Assignment Administration Escape Caller ENTRY Options and Other INPUT Parameters Description Description Description Description Prompt Description Description Description Invalid condition prompt 0009 Description Request p
162. red 1 2 3 4 and 5 are assigned to their respective Call Coverage Conditions No Answer Busy Fwd All DND Night and Call Screening The remaining four personal greetings labeled 6 through 9 are normally used as alternatives to the greetings assigned to these conditions Night Intercept This feature is used in conjunction with the subscriber s availability schedule When this feature is enabled and the subscriber is scheduled as unavailable callers are not transferred to the subscriber s extension Instead the IVM immediately plays the subscriber s Night Greeting if recorded Personal Customized Options Each subscriber may have different personal options played to callers SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide For example a caller may hold until the subscriber is available to take the call These options must be enabled by the system administrator Retrieve Public Caller From Hold When a subscriber logs on they are notified if a caller is holding and the IVM offers to transfer the caller to the subscriber s designated location If the caller is identified the IVM will speak the caller s name When the subscriber elects to speak with the caller he or she simply presses and hangs up If the subscriber elects not to speak with the caller the IVM immediately plays the subscriber s mailbox greeting Screened Rejected Personal Greeting This greeting plays to the caller anytime a subscrib
163. red as firstname lastname the IVM will not automatically re sort it to lastname firstname but the subscriber would still be able to be accessed correctly from the directory However by mixing different formats within an application would cause the list of blocks to appear to be out of order This format lastname firstname vs firstname lastname is important because the directory feature will search on a specific field lastname or firstname If you did not put a comma after the lastname in the lastname firstname format or put a comma after firstname in the firstname lastname format the directory search would not be accurate and subscribers entered out of format could not be accessed from the Directory 3 63 CHAPTER 3 Configuration Management 3 64 Item Number Mailbox Eclass Language Dial Number mailbox Description The number that must be entered by the caller in order to access the subscriber extension It does not necessarily have to be the same number dialed by the IVM when transferring to the extension This cannot be the same number of any other extension and is also referred to as the Key Value The mailbox corresponding to the subscriber Extension block Entering a Mailbox block here indicates that this extension owns the specified mailbox The name of the EClass block that contains the class of service information for this Extension Muc
164. response Valid entries are 1000 9999 with blank indicating say nothing The mailbox to which this response should be sent If the same mailbox was previously specified by another query block during the same call session and the parameter Last Query was set to N in the previous query block the voice response to the current query will be appended to the same voice message forming a composite message If the mailbox has not been used by another query block or the parameter Last Query was set to Y in the previous query block a new voice message will be created SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Call Information Query Block TEMPLATE QRY General Call Information Call Director Activity E _Caller Interface VOICE Take input from Maximum caller response 30 Wait for voice response Wait for DTMF response 3 3 Digit to play back response Digit to change response Digit to confirm response Digit Assignment Terminator digit Escape digit Item Take input from Maximum caller response Wait for voice response Wait for DTMF response Digit to playback response Digit to change response SAMSUNG Electronics Co Ltd Description This is a list of possible input types This will usually only be voice or in some cases DTMF Important Note If you are going to set any query block to take input from anything
165. rompt Error prompt Accept call Redirect call Reject call Realtime Greeting Hold Controls Description The prompt played to a caller when the subscriber has blocked their calls By default this is I m sorry that party is not available The prompt played in an error condition By default this is I m sorry that call did not go through This is the digit a called party enters to indicate that they will accept the call during a screened transfer Allowable digits are 0 9 A prompt will be played to the called party to remind them of the digit selection This is the digit a called party enters to indicate they wish to redirect a screened call to another extension Allowable digits are 0 9 A prompt will be played to the called party to remind them of the digit selection This is the digit a called party enters to indicate they wish to reject a call If the call is rejected the blocked greeting is played to the caller A prompt will be played to the called party to remind them of the digit selection This is the digit a called party enters to indicate they wish to record real time greeting After the recording it will be played to the caller EClass Block TEMPLATE ECL General Prompts Hold Controls OutCall Call Director Hold Controls Maximum hold queue size Maximum hold time Require input every Nth try 4 5 3 Retry interval in seconds 30 N
166. s Co LTD All rights reserved Information in this manual is proprietary to SAMSUNG Electronics Co Ltd No information contained here may be copied translated transcribed or duplicated by any form without the prior written consent of SAMSUNG Information in this manual is subject to change without notice E ELECTRONICS SAMSUNG DIGITalL everyone s invited Ubigate iBG IVM User Guide 0 www samsungnetwork com 1 i Homepage www samsungnetwork com GABD 000337 Ed 00
167. s day for a day of the coming week for Monday through Sunday for a specific date for hour and minute or until further notice is given A call transferred to a designated location is automatically a confirmed transfer The subscriber must press a digit to accept the transfer or they can press other digits to reject redirect or record a real time greeting that plays immediately to that caller Follow Me Off Premises Transfer Each subscriber may have their calls automatically forwarded to a designated location We call that location the subscriber s Designated Location A Designated Location can be an internal extension or an external telephone number It can be entered digit by digit or the subscriber can enter a Stored Telephone Number Index Digit representing the location of the appropriate number Whenever a subscriber sets his designated location to a number other than his extension number the IVM prompts How long do you want this number to be your designated location This feature can be activated for a number of hours 1 to 9 for the end of the current business day for the beginning of the next business day for a day of the coming week for Monday through Sunday for a specific date hour and minute or until further notice is given SAMSUNG Electronics Co Ltd 1 7 CHAPTER 1 Introducing the IVM A call transferred to a designated location is automatically a confirmed transfer The subscriber must press a digit
168. s played back in the order it was recorded preceded by a playback prompt if used to identify it The operation can be configured to offer callers the options of playing back changing or confirming their response with DTMF commands or it can be programmed so that it requires no DTMF entries at all When used in conjunction with menu blocks sequences can be created which involve both voice and DTMF responses e g Dial 1 to order nails or 2 to order bolts The operating modes in the Call Director section of the query block are used to provide the flexibility to handle calls differently for various modes of operation typically at different times of the day The Call Director uses event pointers to pass control of the call General Query Block TEMPLATE QRY General Call Information Call Director Activity Label Name TEMPLATE QRY Query Script Description Query prompt Description Query Script Repeat Query Repeat exit Auto replay Last query Transcription Description Mailbox O SAMSUNG Electronics Co Ltd 3 115 Item Label Name Query prompt Exit prompt Error prompt Invalid prompt Repeat Query Repeat exit Auto replay Last query Header prompt Mailbox CHAPTER 3 Configuration Management Description The name of this block A block name can be any alphanumeric string of up to 16 characters
169. s that a message has been erased By default this prompt is Message discarded It may be changed to any other system prompt or you may replace it with a custom prompt By default this prompt is Message sent It may be changed to any other system prompt or you may replace it with a custom prompt By default this prompt is To send your message with normal delivery press 1 It may be changed to any other system prompt or you may replace it with a custom prompt By default this prompt is To mark your message urgent press 2 It may be changed to any other system prompt or you may replace it with a custom prompt By default this prompt is To request a callback press 3 It may be changed to any other system prompt or you may replace it with a custom prompt By default this prompt is Enter the telephone number where you can be reached It may be changed to any other system prompt or you may replace it with a custom prompt By default this prompt is Invalid entry Try again It may be changed to any other system prompt or you may replace it with a custom prompt By default this prompt is is now available It may be changed to any other system prompt or you may replace it with a custom prompt By default this prompt is Please hold while connect your call It may be changed to any other system prompt or you may replace it with a custom prompt By default this promp
170. se SMTP server parameters are not used for subscriber E Message Delivery and or Notification See MCLASS SMTP Server settings for use with individual or groups of subscribers Ubigate BG YM Menu Tab Help BG VM Tree Viewer 7 2 Save Application 7 3 Schedule Table 7 4 Subscriber List 7 5 System Parameters g ma o MB 7 1 Open Block Table E 7 2 Save Application A 72 schedule Table H 74 subscriber List a 7 5 System Parameters General Language E mail Gateway DNS SMTP Server Host ID Port o E 7 6 Voice Studio gt E 7 7 Operating Utilities E 7 8 Override Mode gt E 7 9 view System Report o E 7 10 Site Information H 7 11 Status Screen B 7 12m01 Parameter SMTP User ID Password Domain Report Reply To TimeZone Daylight Saving Message Connected to 165 213 89 179 Port SMTP User ID Optional Password Optional Domain Optional 2010 01 05 10 42 22 Enter the IP address of the host mail server that the IVM will use to send the e mail error reports to the system administrator The default recommended port to use is 25 Most mail servers use port 25 for receiving and sending mails This is the User ID the IVM will use to log on to the mail server and identify itself as a client associated with sending mails This is the pas
171. sec 15 lz Message Connected to 165 213 89 179 2010 01 05 13 14 05 Reporting Indicates the report period This is the period between the date beginning when the report counters were last cleared and the date ending at the current date Created The date and time the report was actually created Calls The total number of calls that came in on a specific port Total Count The percentage of all calls received on a specific port Minutes The total connect time in minute of all calls on a specific port Port Utilization A listing of the ports and the percentage of calls handled by each port represented by a bar chart SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide By Day of Week 3 Ubigate BG YM Menu Tab Help iBG VM Tree Viewer 7 9 7 By Day of Week g vma o 9 7 1 Open Block Table E 7 2 Save Application Reporting 7 3 Schedule Table avd i 7 4 subscriber List tale a 7 5 Systern Parameters Calls Total Count Minutes Port Utilization o E 7 6 Voice Studio o E 7 7 Operating Utilities H 7 8 override Mode 9 E 7 9 view system Report 7 9 1 By Application E 7 9 2 T0 Subscribers BB 7 9 3 Messaging Activity 7 9 4 6y call Code 7 9 5 By Hour E 7 9 5 8y Port Number E 7 9 7 8y Day of Week o E 7 10 Site Information E 7 11 Status Screen 7121001 Parameter Refresh Timer sec 15
172. sed to briefly describe the prompt that is played to the caller and its associated prompt number This is a record of directory activity and may be used for system planning or troubleshooting Directory Block TEMPLATE DIR Search Information Prompts Call Director Operating Mode 00 Default Ly Event Call Director Action Type Gi Target Name ESCAPE MNU INVALID MNU NO ENTRY MNU Item Operating Mode ESCAPE SAMSUNG Electronics Co Ltd Description This is used to select an operating mode for configuring mode specific pointers Examples of operating modes are Day Night or Holiday This field does not set the operating mode for the system which is done in the schedule table This selection allows you to program different destinations called event pointers for each mode Choose the mode you would like to program If you select Default it means all the time unless another mode is entered to override the default setting If you want the same setting to be in effect all the time simply program the default mode and leave the settings for all other modes blank This is a block to go to if the caller presses the Escape digit to escape from an announcement the Escape digit may be pressed anytime 3 53 CHAPTER 3 Configuration Management Item Description during the play of an announcement It is recommended that the target block be the initial MENU block This allo
173. select any additional modes that may have been created 0 Automatic Scheduling automatically follow the system schedule table DTMF System Shut Down This allows you to do a proper shut down of the IVM when you do not have access the IVM via the web management and you need to reboot the IVM Here are the steps 7 Call the IVM and access the system administration menu Press 4 This is not be a spoken option 2 3 You will then be prompted to again enter the system administration password 4 Enter the system administration password default password is 0000 SAMSUNG Electronics Co Ltd 2 7 CHAPTER 2 Configuration Overview Configuration Categories When configuring the IVM there are three types of data subscriber options IVM administration options and Phone system options Subscriber Options These are options entered by a subscriber They are used to control the individual behavior of their mailbox Administration Options These are configuration options that are unique to a particular installation System Options This is a collection of the configuration options to make the IVM operate properly After the IVM is initialized you should make appropriate configuration changes in the ICM so that related configuration changes are applied to the IVM Please refer to the BG configuration guide for detailed information Restoring the Factory Default Setting In order to restore the factory default sett
174. ssed by the caller up to the Max Caller Entry value Indicates the number of times from 0 to 9 that the menu prompts are repeated if no entry is made by the caller The number of additional attempts that this menu allows if the caller makes an invalid entry The allowable inputs are 0 9 When retries are exhausted the IVM will exit the menu using the lt INVALID gt condition SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description Append to key register A Y in this parameter instructs the IVM to add the resulting KEY value to the previous KEY value stored in the KEY register The new KEY will only be appended if the search in the current menu was successful This is useful for applications where the caller is asked to enter DTMF usually one or two digits in response to a series of prompts menus Each response is first validated by matching an INPUT value and then added appended to the previous response After the final response is given the combined KEY value may be used by another menu to search for an extension or a mailbox If N is specified the previous KEY is cleared and replaced by the new value Store key value in Store the resulting KEY from the menu search in the CID FwdlD or TRUNK call session memory register for use as input to subsequent menu operations To change this value press ENTER to bring up a pick list of appropriate values Highlight and select one D
175. sting mode block The Mode Name column is automatically filled in To finish scheduling this mode fill in the rest of the line with the following information The port number 1 through 6 sets a mode change for a particular port If there are no other entries in the Schedule Table for this port it will run the specified mode continuously If this field is set to All this entry will be used by all ports which do not have specific port entries Ultimately the schedule is assigned to a port or group of ports If you have an entry for ALL ports to go into the Holiday Mode and an entry for ports 5 6 to go into the Emergency Service Mode at the same Date DOW Day of Week and or Time then ports 5 and 6 will not follow the mode setting set for ALL ports They will go into Emergency Service mode and stay there until a scheduled mode which includes or addresses ports 5 6 specifically is applied Month and day of month mm dd when the change of mode will occur If a date is entered in this field no option will be given to make an entry in the DOW Day of Week field This entry will take a higher order of precedence over records based on DOW only on the date specified Therefore to guarantee a particular mode setting over a three day period a date entry should be created for each day of that period SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Day of Week when a mode change is to occur regularly on specific day o
176. swer Call Coverage Condition then that greeting will play to callers for all Call Coverage Conditions No Answer Busy Blocked Night and Rejected Caller In this case the greeting should be very general Availability Schedule If allowed by setting Scheduling to Y a subscriber may define an availability schedule During the time a subscriber is available according to this schedule the call will be transferred to the extension block s dial number and the no answer greeting will play if recorded If the subscriber is not available according to this schedule the call will be transferred to the extension block s dial number and the extension night greeting will play if recorded Caller Options Processor Extension Block TEMPLATE EXT General Authorization Additional Information Caller Options Processor Call Director Activity Greeting jasc 7 x Event 5 Caller Options Processor Option Description To Select Type Gp Target name O SAMSUNG Electronics Co Ltd 3 71 CHAPTER 3 Configuration Management Item Greeting Option Description To Select Type Gp Target name 3 72 Description Two greeting options are available in the IVM Extension block They are NONE and BASIC If the greeting is NONE the subscriber may not record a greeting in their extension they may however if allowed record a mailbox greeting The c
177. sword associated with the IVM s User ID for logging into the mail server The Domain is used as part of the authentication process between the IVM and the mail server Based on the Local Domain Name and Domain ID the mail server can validate the client before accepting mails 3 12 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description Report If an e mail fails to be delivered or is rejected by the mail server sending an e mail stops after the total number of attempts parameter in the MCLASS has been exceeded a failure notification message is generated and sent to the recipient s entered in this field This is usually the on site system administrator or IT administrator The recipient could be an off site administrator as well Reply To Many mail servers will require a valid Reply To address E mails with a blank or non formatted Reply To could be considered SPAM and blocked by the server This parameter only applies to e mails that do not have a valid or known From address as in a public caller See the Mailbox block From parameter of an individual subscriber for creating valid From addresses for subscribers sending voice messages to other subscribers Time Zone This is used to select the Time Zone from the list associated with where the IVM is installed The default Time Zone is Eastern Standard Time Daylight This is used to honor Daylight Savings in e mail da
178. t is blank It may be changed to any other system prompt or you may replace it with a custom prompt Enables a beep to play prior to recording conversations SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide E Mail Gateway MClass Block TEMPLATE MCL General Public Caller Interface OutCall Prompts E Mail Gateway Call Director E Mail Gateway Host ID Port SMTP User ID Password Domain Attempts Retry Interval Adjust message retention Message retention to use Item Host ID Port SMTP User ID Password Domain SAMSUNG Electronics Co Ltd Description Enter the IP address of the host mail server used by the subscribers assigned this MClass The default recommended port to use is 25 Most mail servers look at port 25 for receiving and sending mail This is the User ID that the IVM will use to log on to the mail server and identify itself as a client associated with sending mail Mail servers that are on a local LAN and that do not have public IP addresses often do not require authentication This is the password associated with the IVM s User ID for logging into the mail server verifying that it is the client it said it was Mail servers that are on a local LAN and that do not have public IP addresses often do not require authentication The Domain is used as part of the authentication process between the IVM
179. t of available languages can be obtained and installed by your local authorized Samsung service provider Single Digit Call Routing A menu processor can be configured to recognize single digit routing options or use the same digit as the leading entry of a multi digit routing option For example in the menu processor 1 can be used to route a caller to the sales department and 103 to transfer the caller to a subscriber s extension Access Manager The Access Manager empowers the subscriber with control over how what when and where they wish to speak to their callers A subscriber may prevent calls from ringing at their extension or have the calls transferred to any other extension in the phone system transferred off site to any other phone number or screen the call before answering them Any of these conditions can be set to SAMSUNG Electronics Co Ltd 1 5 CHAPTER 1 Introducing the IVM 1 6 be active until a specified time The IVM can even be set with a high priority Find Me instruction so that the system will try to reach a subscriber at multiple locations Call Blocking While a subscriber has call blocking set active the IVM does not attempt to transfer a caller to the subscriber s extension Instead it immediately plays the subscriber s Call Blocking greeting if recorded If the Call Blocking greeting is not recorded the IVM plays the subscriber s primary No Answer greeting if recorded
180. tCall Prompts E Mail Gateway Call Director General VMS Group Label Name TEMPLATE MCL Message Center Controls Max greeting length 30 Mailbox retention 0 Maximum number messages 0 Maximum messages length sec 600 Message retention day 9999 Item VMS Group Label Name Max greeting length Mailbox retention Maximum number messages SAMSUNG Electronics Co Ltd Description VMS group This is the name of the MClass and is used to reference this block It must be a unique name and cannot be the same as any other MClass block Maximum duration that a subscriber can record greeting for a mailbox and List box This can be from 0 to 999 seconds Specifies the number of days from 1 to 999 for which an unused mailbox should be retained before being erased Maximum duration allowed from 0 to 999 seconds that a subscriber can receive and or save messages in his or her mailbox Zero means no limit Once the maximum has been met callers attempting to leave a message will be informed of the message storage unit full condition The subscriber will be informed of the message storage unit full condition immediately after entering his password 3 95 CHAPTER 3 Configuration Management Item Description Maximum Maximum duration allowed that a public caller can leave messages for messages a mailbox or List box from 1 to 999 seconds length
181. te stamp Saving The Default is Y Optional parameters are associated with authentication to the mail server Mail servers that are on a local network often do not require authentication x Report N If the LAN is down if the SMTP Server is down or for numerous other network failures it may not be possible for the IVM to notify the administrator of a failure NOTE Reply To Mails sent with this Reply To address should be blocked by the IT administrator or sent to a inbox that dumps it s data during preventative maintenance Keep in mind that voice messages sent by public callers cannot be replied to via e mail The only purpose for this parameter is to take care of the requirements dictated by some mail E MAIL ADDRESS SYNTAX An e mail address can be entered in a couple of ways A traditional e mail syntax is username mailserverdomain domainsuffix domain suffix can be com net org etc In this case the name entered as the mailbox label name will be displayed in the Inbox From field if the voice O SAMSUNG Electronics Co Ltd 3 13 CHAPTER 3 Configuration Management 3 14 message was sent from a subscriber to another subscriber If you do not want the recipient to see the label name as it is typed you can use the following syntax Firstname Lastname lt username mailserverdomain domainsuffix gt or Departmentname lt username mailserverdomain domainsuffix gt This applies t
182. ted to this block and what percentage of the total calls this number represents SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description Error Count The number of calls processed by this block which encountered a condition which the IVM could not recognize or were terminated due to a processing error and what percentage of the total calls this number represents NEXT Count The number of calls processed by this block during the duration of which the block completed its function and the caller was passed to the target of the next pointer and what percentage of the total calls this number represents i Speak Block The purpose of a speak block is to speak a prompt or system information to the caller A speak block contains two prompts in addition to speaking system information After speaking to the caller control is passed to another block based on the target of the NEXT pointer This block is commonly used to speak a salutation to the new caller and is useful for verifying caller input before passing control of the caller to the next block An administrator may select system prompts or customized prompts recorded in the Voice Studio in this block Up to three prompts may be played but only the first and third prompt positions in the sequence are prompts The second position speaks a unique index or register value which may be any one of the following current time today s date voiced co
183. tem can correctly identify you as the caller and ask for your password optional The benefits of this are that you do not have to identify yourself to the IVM it knows who is calling and what mailbox you want to access Auto Message Play Each subscriber may choose to select messages to play new or old or may configure their mailbox to automatically play new messages This is useful if you are in a situation where keystrokes must be kept to a minimum Broadcast If authorized a subscriber can broadcast a message to everyone in the system Any or all of the subscribers can be given this option By default no subscribers are authorized Call Back When listening to your voice mail messages you may press one key to automatically call back the person who left you the message This call back feature may be allowed for internal calls and or external calls Long distance may be either allowed or denied and specific area codes may be allowed or denied For external calls Caller ID is used and therefore must be received from the phone company Call Forward to Voice Mail Any station on the BG system may be forwarded to the IVM voice mail Forwarding types are Forward All Calls Forward Only When Busy Forward Only When No Answer or Forward When either Busy or No Answer Call Back Request Messages Messages may be flagged as Call Back Requested The caller can enter a specific number that will allow the subscriber to return the call by pr
184. tension This includes all the caller options and transfer instructions It is important to understand that in the IVM system the only function of a mailbox block is to take a message and perform notification 3 62 SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide All other subscriber features and options are provided by the extension block Extension Block TEMPLATE EXT General Authorization Additional Information Caller Options Processor Call Director Activity General VMS Group Label Name TEMPLATE EXT Number Mailbox Eclass Language Extension Controls Dial Number mailbox Alternate Number Supervision Lebel Subscriber Password Account code Station Auto Login Directory Public User Retention days remaining Day Item VMS Group Label Name SAMSUNG Electronics Co Ltd Description VMS group The name of this block A block name can be any alphanumeric string of up to 16 characters including spaces A block name may not be the same as another block name MBX EXT or LIST numbers may not be duplicated within the same group The IVM stores the subscriber name in either lastname firstname or firstname lastname When entering the subscriber name it is suggested that you follow one format or the other for the entire application If the name is ente
185. ters are 1 2 3 4 5 6 7 8 9 T X a b c d 8 y 5 and W You can also enter IVM registers containing numeric data When using register information as part of a dialing sequence the register character is always preceded by a sign This is how a call is handled when transferred Press ENTER to select one of the following options NONE This is a blind transfer A blind transfer indicates that once a Call is transferred the system no longer monitors the call for any subsequent condition PARTIAL This is used when the call is transferred and the system checks to identify if that line is busy FULL This is used when a call is transferred and the system stays on the line to make sure the call was answered or not answered NO ANSWER SAMSUNG Electronics Co Ltd Item Station Type From To Calls Answered No Answer Busy Count Fbusy Count Error Count SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description This is an area where call progress parameters are set up as referred to in the opening paragraphs of this block You can assign a necessary station type to fit appropriate conditions needed to be met If this parameter is left blank the IVM will select a station block based on the Station block s Matching Dialing Strings See Station blocks for information on this par
186. ting message Message Alert Notification Schedule The Weekly Notification Schedule tells the IVM the days of the week and the hours of the day that a subscriber wants to be notified of new messages at an alternate phone number This Schedule may be set by the administrator or the subscriber Message Counter Whenever you access your mailbox you are told the number of new and old messages You may selectively listen to the new or the old messages Message Delete When a message has been heard you may delete it Message Delivery Options At anytime prior to sending a message a subscriber can assign any or all of the following delivery options to a message Urgent Priority Return Receipt Certified Callback Request Private or Reply Required Message Fast Forward When listening to a message you may fast forward 5 seconds This is useful if you are looking for a specific piece of information like a phone number Message Forward With Append Messages received in your mailbox may be forwarded to other mailboxes or lists on the system A message may be forwarded to another subscriber or distribution list if a destination mailbox is configured The subscriber may record an introductory comment if desired The message header is modified to reflect SAMSUNG Electronics Co Ltd 1 13 CHAPTER 1 Introducing the IVM 1 14 the forwarding party and time Forwarding multiple copies allows the subscriber to record introductions for ea
187. tion Type Gp Caller Script Target Name Clear MNU Clear Item Label Name First prompt Prompt index Last prompt From To Total calls Description Label name The first prompt spoken to the caller Allowable inputs are 1000 9999 Blank indicates say nothing The system information spoken to the caller can be the system date or time the current key value or the value stored in the following registers CID FWDID TRUNK REG 1 etc If the speak block is used to only speak a salutation to the caller then this field is left blank The prompt spoken to the caller after the first prompt and or system information is spoken The allowable inputs are 1000 9999 Blank indicates say nothing Indicates the period between the date when the report counters were last cleared and the current date Applies to all call counts in this report Shows the total number of calls that this block has processed during the period specified in the following range SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description Operating Mode Indicates the mode name and number for which the displayed block pointers targets are active Each operating mode is given a unique number by the system Valid numbers are 01 99 and are assigned in sequence as new modes are created The mode number and name are associated with the block s pointers not the block itself This allows one block to route cal
188. tion block which can be used to provide circuit specific cadence filtering for unique remote off premises devices like answering machines fax machines tie lines auto attendant or voice mail systems excessively noisy trunks paging systems or even attendant consoles The Dial block can play a prompt to a caller prior to connecting a call and can activate a variety of other call processing or service provider objects based on the configuration of its event pointers For instance an answer pointer can be set to play customized prompts initiate a caller dialog or invoke menuing options after a call is answered SAMSUNG Electronics Co Ltd 3 45 CHAPTER 3 Configuration Management General Information Dial Block TEMPLATE DAL General Information Call Director Label Name TEMPLATE DAL To Transfer Description Prompt loo 16 Description Number Supervision NONE Station Type Activity From To Calls Answered No Answered BUSY Count FBUSY Count ERROR Count Item Prompt Number Supervision 3 46 Description The number of the prompt spoken to the caller before executing the specified dialing operation Allowable inputs are 0001 9999 Blank indicates say nothing for prompts numbers higher than 0999 This is a DTMF string required for dialing a telephone or an extension number Valid dialing charac
189. tion field enter one of the following e for Extensions e for Mailboxes for Both EXT amp MBX Create a text file or use any existing text file to import subscribers The file can be named user txt and include separate columns for the user name extension and or mailbox Only the subscriber list may be in the file The user txt file can look like the following e Sandy Parks 217 217 e Dusty Roads 222 202 e Sonny Skies 227 007 e Jane Doe 201 e John Doe 202 Review Import List Scroll through and review the subscriber list The list may not be edited at this point Accept it as is by pressing OK or reject the list by pressing the Cancel button All editing that may need to be done on the subscriber list must be done in the text file that the list was created in SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Backup and Restore This facility allows to backup and restore the configuration user mailboxes and customized prompts This does not support to backup and restore the recorded messages in users mailboxes You have to use ftp client program to do it The port number of ftp application is 60021 Ubigate BG YM Menu Tab Help BG VM Tree Viewer 7 7 6 Backup and Restore g vma o MB 7 1 Open Block Table E 7 2 Save Application 72 schedule Table BM 7 4 Subscriber List E 7 5 System Parameters amp E 76voice Studio E 7 7 Operating Utilities E 7 7 1 Display User Log
190. to the called party Transferring a call after the answering party says hello This is simply trying to identify that the call is being transferred by the IVM ANNOUNCE This supervision level is very similar to the Prompted supervision In this case the called party hears There 3 65 CHAPTER 3 Configuration Management 3 66 Item Subscriber Password Account code Station Description is a call for Extension 2001 or There is a call for Jane Doe After that the call is handled in the same manner as a Full Supervision transfer CONFIRM This level not only performs an Announced Supervision but also now allows the subscriber the option of accepting redirecting rejecting or recording a real time greeting for the call If the call is rejected it is considered to be a blocked call condition The call transfer is aborted pulling the call back and follows the extension block s blocked call condition rules This can be to play the subscriber s blocked Greeting if recorded to play Primary Greeting if recorded or to be directed to the Call Director to ask where to send the call for that call condition This level of supervision is automatically used in Designated location Follow Me and Find Me applications or whenever the Alternate Number Field is used SCREEN The system requests the name of the caller rings the subscriber and announces who is calling The subs
191. tration When logging into the System Administrator Menu the system administrator can access Subscriber Administration In Subscriber Administration the system administrator can add delete modify subscribers on the IVM system If the administrator selects to modify a subscriber he or she can default their password record their name enter their directory name enable disable extended prompting and record their Mailbox Greeting Subscriber Database A database of subscribers can be viewed at the administration terminal System Reports Many useful system reports are available from the administration terminal These may aid in traffic studies or detecting misuse Voice Prompted Configuration From any touch tone phone in the world the administrator can record custom prompts add delete modify mailboxes and change scheduled modes Voice Studio An included voice studio lets you re record any prompt in the system and even edit it for better sound E mail Gateway Features Adjustable Message Retention per Subscriber or a Group of Subscribers The system administrator can adjust the message retention of the original voice mail message at the setup time or any time For subscribers with the e mail gateway enabled message retention is calculated from the time when the e mail server receives an e mailed voice message The options are SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Do Not Adjust Message Retention and fo
192. ult settings for future reference and use General Station Block TEMPLATE STN General Override Strings T Label Name TEMPLATE STN Matching Dial Strings 2 Prefix and Suffix Prefix Suffix Transfer Controls Simultaneous xfers Internal station Monitor transfer Call Progress Parameters Max Time of Waiting for Answer 30 Rings for no answer la IBusy cycles for busy 3 Sience duration 5 Max Time of waiting for Silence 6 SAMSUNG Electronics Co Ltd Item Label Name Matching Dial Strings Prefix Suffix Simultaneous xfers Internal station Monitor transfer Max Time of Waiting for Answer Rings for no answer IBusy cycles for busy SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description Label name There are two ways for the IVM to select a station block The station is specifically selected by a mailbox or extension block or by automatic selection This Matching Dial String area is where the automatic selection takes place If a station block has not been explicitly assigned to a phone number the IVM will search all station blocks to locate the one most closely matching the number being dialed Station blocks can contain up to six matching dial strings These strings can include any digit which can be dialed and the wildcard character Zero would match the operator s extensi
193. urrent mode This is the block that the IVM will pass control to if the caller leaves a message The target block allows the caller the option of returning to the beginning of the application or sending the caller to the Bye block if the organization or individual does not want to give the caller additional options This is the block that the IVM will pass control to if the caller does not leave a message The target block may allow the caller the option of returning to the beginning of the application or sending the caller to the Bye block if the organization or individual does not want to give the caller additional options This is the block that the IVM will pass control to if the caller presses the escape digit while listening to the mailbox greeting or while leaving a message in the mailbox When the Escape digit is pressed the IVM will immediately exit the process that it s in and go to the block defined in this pointer This is the block that the IVM passes control to if the caller enters any valid DTMF while listening to the mailbox greeting If defined the Admin digit escape digit digit to skip the greeting and the operator digit are not considered valid for this pointer The target block is a menu block which performs a search operation to match the caller ENTRY to the INPUT value of a pointer or the number of an extension or a mailbox SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Item Description
194. very least you will probably need to create the following e Day Greeting Prompt 1001 e Night Greeting Prompt 1002 e Holiday Greeting Prompt 1003 e Emergency Bad Weather Greeting Prompt 1004 Only prompts higher than prompt 1000 may be recorded using the DTMF system administration To record prompts lower than prompt 1000 system prompts you must use the Voice Studio Administration Tool SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Subscriber Administration This allows you to add and delete subscribers e Call the IVM and access the system administration menu e Press 2 for subscriber information e Follow the spoken instructions to create or delete subscribers Manual Mode Selection This allows you to change the operating mode of the IVM You may select a specific mode as long as it has been defined as a mode or you may select automatic scheduling The change to a specific mode will remain in effect until you manually change it back to automatic scheduling You may select a mode for each port in the system according to the following steps e Call the IVM and access the system administration menu e Press 3 to manually set the mode e Follow the spoken instructions to change the port number e Follow the spoken instructions to change the operating mode according to the following list of options 1 Day Mode 2 Night Mode 3 Holiday Mode 4 Emergency Bad Weather Mode 5 99 To
195. vma o BH 7 1 Open Block Table a 7 2 Save Application 7 3 Schedule Table E 74 subscriber List H 7 5 System Parameters 9 BM 76voice Studio E 7 5 1 Prompt o E 7 7 Operating Utilities E 7 8 Override Mode o E 7 9 view System Report o MB 7 10 Site Information 711 status Screen 7121101 Parameter English America w Upload 1 1 68 gt gt Description Length sec Thank you for calling 1 An operator will be with you in a moment Our office hours are 8 AM to 5 PM Monday throu Our office is closed for the holiday Our office is closed due to emergency conditions If you know the extension of the person you are C To reach the sales department press 2 For the To leave a message in our after hours message Sorry that is not a valid entry Please try agai Sorry that is not a valid entry Please try again O Message Connected to 165 213 89 179 SAMSUNG Electronics Co Ltd 2010 01 05 11 07 31 3 15 CHAPTER 3 Configuration Management Prompt Recording Studio Prompt Recording Studio Prompt Number Language Length sec Recorded Description Item Pro
196. w the subscriber to group their reminders as Commitments Follow ups or Tasks If this is enabled subscribers can designate the reminders they create as either a Commitment Follow up or Task The individual meaning of these labels may vary from person to person Their intent is to provide a way of separating reminders into different categories These categories can be reviewed in the subscriber Workload Manager The Workload Manager must be Y to make Commitment Follow up Allowed work SAMSUNG Electronics Co Ltd Item Message grouping allowed Mailbox greeting allowed Message alert control allowed Extended prompting enabled Auto play of new message enabled Auto play of message info enabled SAMSUNG Electronics Co Ltd Ubigate BG IVM User Guide Description If this is enabled a subscriber may group messages for playback Reminders messages from a specific sender Urgent messages Call back messages and Private messages may all be grouped separately Reminders may be further sub divided in the Subscriber Workload manager When set to yes the caller is allowed to record a mailbox greeting When set to yes the caller is allowed to turn on and off the message alert and set the alert number A Y in this field enables the full length extended prompting to play to a subscriber the next time he or she logs into his or her mailbox Once the flag is set to N extended prompting d
197. ws the caller to return to the main menu The IVM does not support announce feature INVALID This is a block to go to if the caller enters data DTMF that is not recognized by the system NO ENTRY This is a block to go to if the caller is prompted to replay the announcement and does not enter anything The IVM does not support announce feature EClass Block 3 54 The ECLASS block is an expansion or extension of service parameters which pertain to an extension block All extension blocks are associated with one ECLASS block ECLASS blocks specify the voice prompts and operating parameters to be used when transferring calls to extension blocks and what to do in the event of a failed transfer ring no answer or busy It authorizes subscribers to make outbound calls There is no limit to the number of extension blocks that the ECLASS block may be associated with The operating modes in the Call Director section of the ECLASS block provide a flexibility to handle calls differently for various modes of operation typically at different times of the day The Call Director uses Event Pointers to pass control of the caller SAMSUNG Electronics Co Ltd General Ubigate BG IVM User Guide EClass Block TEMPLATE ECL General Prompts Hold Controls OutCall Call Director General VMS Group Label Name TEMPLATE ECL Extension Retention 0 Wait for entry Caller Input Controls R

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