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Voice menus 5-3
Overview
Standard 1.0 Voice Services Application Guide January 1998
A voice menu offers a maximum of 12 actions to the caller (one
for each key on the telephone keypad). There are three standard
menu functions and nine functions which can be customized.
G100597
Extension
dialing
Name
dialing
Visiting
hours
Pharmacy Nursing Food services
Specific
department
(2nd-level
menu)
Blood donor
clinic
First-level voice menu
“You have reached General Hospital.
If you know the extension of the person
you want to speak to, press 1...”
- Meridian Mail 1
- P0875903 2
- Publication histor 5
- Contents 7
- 3 Voice announcements 3-1 8
- 4 The thru-dial service 4-1 9
- 5 Voice menus 5-1 9
- 6 Automated attendants 6-1 10
- 7 Voice forms 7-1 11
- 8 Time-of-day controllers 8-1 12
- A Worksheets A-1 13
- Chapter 1 15
- Maintenance features 17
- Procedure: 17
- Determining which 17
- Typographic conventions 18
- Administration level 19
- Screen examples 19
- Overview of Voice Services 22
- Announcements 23
- Thru-dial services 24
- Time-of-day controllers 27
- Voice menus 29
- Standard key functions 32
- Automated attendants 33
- Leave a message 35
- Information services 35
- Announcement only 36
- Information menus 36
- Fax menus 36
- Voice prompt 37
- Remote activation 37
- Choosing a speaker 38
- Voice forms 39
- Fax on Demand 40
- Tip: Using the Find Function 41
- The solution 47
- Mixed live and 47
- The problem 47
- Announcement only The problem 49
- Information menu The problem 49
- Chapter 2 51
- Identifying timeout values 56
- Short disconnect 58
- Voice menu examples 59
- “Goodbye” 60
- Identifying business hours 65
- Identifying holidays 66
- Restrictions 69
- Chapter 3 73
- Voice announcements 3-3 75
- 3-4 Voice announcements 76
- Key Result 76
- A voice announcement scenario 77
- Revert DN 78
- Update password 78
- Process for planning 80
- Announcement 80
- Definition Worksheet 80
- Voice announcements 3-9 81
- Scripting the announcement 82
- Voice announcements 3-11 83
- Choosing passwords 85
- Silent disconnect 86
- Voice announcements 3-17 89
- 3-18 Voice announcements 90
- 3-20 Voice announcements 92
- Adding a new announcement 96
- Recording the announcement 100
- Result: 101
- Introduction 103
- Direct access 103
- Testing the announcement 106
- Section C 107
- Multi-customer 108
- Chapter 4 113
- Overview 114
- What is a thru-dial service? 115
- ATTENTION 116
- Left pad characters 117
- The thru-dial service 4-7 119
- Thru-dial examples 120
- Solution 121
- 4-10 The thru-dial service 122
- Security issues 123
- 4-12 The thru-dial service 124
- Monitoring for hackers 125
- 4-14 The thru-dial service 126
- Section A 127
- Security warning 128
- Process for planning a 128
- Thru-Dial Definition 129
- Worksheet 129
- Choosing a thru-dial ID 130
- Choosing a thru-dial title 131
- Identifying the revert DN 132
- Identifying passwords 133
- Select an update password 134
- (multilingual systems only) 135
- 4-24 The thru-dial service 136
- Dial fixed length DN 137
- Dial variable length DN 137
- Name dialing 137
- Name dialing example 137
- Name dialing requirement 138
- Dial by number or by 138
- The name dialing prefix 138
- Record the dialing 139
- How to suppress the 141
- Exceptions 141
- Definition 142
- Suppressing the 142
- Scripting the greeting 142
- The thru-dial service 4-31 143
- IF the dialing method is 143
- IF THEN 143
- 4-32 The thru-dial service 144
- IF THEN 144
- Script the custom 145
- System greetings 145
- 4-34 The thru-dial service 146
- Permission codes 147
- Permission codes: 9911 147
- 4-36 The thru-dial service 148
- Indirect access 149
- Scenario 149
- 4-38 The thru-dial service 150
- Section B 151
- 4-40 The thru-dial service 152
- The screen 154
- Field descriptions 158
- The thru-dial service 4-49 161
- Testing the thru-dial service 167
- 4-56 The thru-dial service 168
- Chapter 5 175
- Voice menus 5-3 177
- 5-4 Voice menus 178
- Key Function 178
- Voice menus 5-5 179
- Voice Menu 182
- Procedure 183
- 5. new product information 184
- 5-12 Voice menus 186
- See Also 187
- Configuring the other 187
- 5-14 Voice menus 188
- 5-16 Voice menus 190
- Character Function 190
- The access password 191
- Maximum length 191
- The update password 191
- 5-18 Voice menus 192
- Purpose of the menu 193
- 5-20 Voice menus 194
- Voice menus 5-21 195
- Description 196
- Default setting 196
- Voice menu choices 198
- Voice menus 5-25 199
- 5-26 Voice menus 200
- TD—Time-of-day control 201
- EM—Express messaging 201
- 5-28 Voice menus 202
- VM—Voice messaging 203
- Example: 203
- PM—Prompt maintenance 203
- GS—Greetings service 203
- 5-30 Voice menus 204
- Voice menus 5-31 205
- FIM—Fax item maintenance 206
- Assigning actions to 206
- PP—Play prompt 207
- RV—Call revert DN 207
- RP—Repeat menu choices 207
- MM—Return to main menu 207
- DS—Disconnect 208
- Voice menus 5-35 209
- Menu action Related fields 209
- Voice menus 5-39 213
- 5-40 Voice menus 214
- 5-42 Voice menus 216
- Definition screen 221
- 5-48 Voice menus 222
- Adding a voice menu 224
- Voice menus 5-55 229
- Testing the voice menu 230
- 5-58 Voice menus 232
- Chapter 6 239
- Basic automated attendant 241
- 6-4 Automated attendants 242
- Automated attendants 6-5 243
- Automated attendants 6-7 245
- 6-8 Automated attendants 246
- Automated attendants 6-9 247
- Flowchart showing 248
- 6-14 Automated attendants 252
- Automated attendants 6-15 253
- Nested time-of-day controls 257
- 6-20 Automated attendants 258
- Business Days Mon through Fri 261
- 6-24 Automated attendants 262
- Chapter 7 263
- Voice forms 7-3 265
- Typical voice form 266
- Using voice forms 267
- The transcriber 268
- Notification features 268
- System engineering 269
- 7-8 Voice forms 270
- Application scenarios 271
- 7-10 Voice forms 272
- Before you begin 275
- Voice forms 7-15 277
- Flowcharting the application 279
- Whole Form 280
- At Each Field 280
- Voice forms 7-19 281
- Answer length limit 282
- Additional requests 282
- Access to the form 282
- Create a list of steps 283
- Flowchart 286
- The introductory 287
- Instructional prompts 287
- Number sign to stop recording 287
- Zero (0) for assistance 288
- Organization of the form 288
- Information required on-hand 289
- Confirmation 289
- General guidelines for 290
- The farewell greeting 290
- Testing your 291
- See also 292
- MWI notification 293
- 7-32 Voice forms 294
- Voice forms 7-33 295
- Notification by voice message 296
- Identify the voice 299
- 7-38 Voice forms 300
- Voice forms 7-39 301
- 7-40 Voice forms 302
- Voice forms 7-41 303
- Defining No Answer fields 304
- Determine whether the 305
- Defining Voice Answer fields 306
- Voice forms 7-45 307
- Identify whether the 308
- Voice forms 7-47 309
- Using one generic 311
- Using a number of 311
- 7-50 Voice forms 312
- Recording the 314
- Record as you define fields 314
- Choosing the speaker 315
- 7-54 Voice forms 316
- Incomplete recordings 318
- 7-60 Voice forms 322
- Fields screen 327
- Inserting a new field 328
- Testing the voice form 337
- 7-76 Voice forms 338
- 7-78 Voice forms 340
- 7-84 Voice forms 346
- 7-94 Voice forms 356
- Voice forms 7-95 357
- Keep good records 360
- Monitor operational 360
- Managing transcriber activity 361
- Transcribing voice forms 364
- Voice forms 7-103 365
- Managing response IDs 367
- 7-108 Voice forms 370
- Chapter 8 371
- Time-of-day controllers 8-3 373
- Business or off-hours 374
- Time-of-day controllers 8-5 375
- Time-of-day controllers 8-7 377
- 8-8 Time-of-day controllers 378
- 8-10 Time-of-day controllers 380
- Time-of-day controllers 8-11 381
- 8-12 Time-of-day controllers 382
- Off-hours 383
- Identify the business 383
- Record the service IDs 384
- Identify the time-of 385
- 8-16 Time-of-day controllers 386
- 8-18 Time-of-day controllers 388
- 8-26 Time-of-day controllers 396
- Risk of data loss 397
- 8-28 Time-of-day controllers 398
- Chapter 9 405
- Activation session 415
- Chapter 10 417
- How this report relates 420
- Services Detail report 420
- Monitoring voice menus 420
- Disk Usage Detail 421
- Appendix A 423
- Worksheets 424
- ❑ Call Answering ❑ 425
- ❑ Yes ❑ 425
- Holidays 426
- ❑ Name ❑ Both ❑ 429
- ❑ Variable ❑ 429
- Voice Form Sequence Worksheet 434
- No Answer Field Worksheet 437
- A-22 Worksheets 444
- Appendix B 445
- Sample sessions 446
- Sample transcriber 448
- “Response deleted.” 450
- Index--6 456
- Reader Response Form 457
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