Section 10. 5
Contents
1. DIAL BY NAME Menu and then any 1 to 4 digits representation of the name DANNy i e 3 3 2 3 2 6 or 3 2 6 6 followed by e To dial via Automated Attendant Dial By Name to HENSon by dialing 3 and any 1 to 4 digit representation of the name HENSon i e 4 4 3 4 3 6 or 4 3 6 7 followed by Thus an external caller who knows a subscriber by either a first name or last name may ring the destination extension without needing to know the corresponding directory number The Automated Attendant Dial By Name feature is accessible whenever the regular automated attendant feature is accessed i e from the MAIN Menu BUSY Menu NO ANSWER Menu and the DIRECTORY MESSAGES Menu When a caller dials 3 from one of these menus she enters the Automated Attendant Dial By Name feature and hears the following opening message Dial the first one two three or four as programmed letters of the subscriber s name For the letter Q dial 7 for Z dial 9 To terminate dialing dial Dial 0 for the operator for the previous menu When a caller dials a name there are two possible results e She dials an unambiguous name e She dials an ambiguous name The Automated Attendant Dial By Name feature begins call data processing when one of three situations occur e Number entry reaches the name prefix maximal length of digits definition as defined on the SYSTEM PARAMETERS Screen e An interdigit timeout occurs2. e The key is pressed Section 10 SPECIAL PROGRAMMING CONSIDERATIONS Dialing An Unambiguous Name CALLER IMAGEN Wants to speak with Danny does not remember Danny s directory number and so dials 3 and using Automated Attendant Dial By Name DAN Consults its Automated Attendant Dial By Name database and finds that 326 corresponding to DAN is the prefix of exactly one name and is linked to directory number 428 IMAGEN transfers the caller to extension 428 If programmed the system confirms Your call is being transferred to Danny Otherwise the caller hears One moment please Dialing An Ambiguous Name CALLER IMAGEN CALLER IMAGEN Wants to speak with Bruce Hill does not remember his directory number and so dials the preprogrammed digit for Automated Attendant Dial By Name and then BR Consults its database finds that 27 corresponding to BR is a prefix of four names since there are entries for BROWn BOB BROWn CHARley BRONstein ALEXander and HILL BRUCe in the data base each associated with a different directory number It plays the following message There are some subscribers with that name BOB BROWN of extension 455 Dial 1 to transfer to the played extension 2 to play the next name O for the operator to return to the previous menu dials 2 Plays BRUCE HILL of extension 777 Dial 1 to transfer to the played extension 2 to play the next name etc The name messa
3. it is accessed from a non EX2 station the feature can only process a unique match directory name A unique match occurs when the name dialed by the user is the prefix of one and only one name in the designated telephone directory Remember that the numbers spelling the name are dialed from the telephone dialpad and thus any number can represent numerous prefixes Also remember that the user accesses each directory separately and that if there are several SDBN directories she must access the correct one to find the desired match Setting up directories appropriately can help to ensure unique matches for almost all users Section 10 SPECIAL PROGRAMMING CONSIDERATIONS If the match within the directory is not unique the system sends a retry tone to the user of a non EX2 station and she must complete the call a different way At an EX2 station however the station displays a data screen containing the non unique matching names Or if there are no name matches it displays the appropriate page of entries where the name would have been had it existed If for example a user attempting to contact a party named DAVID GOLDSTEIN belonging to the directory titled EXTERNAL and enters 465 for GOL the listing as shown in Figure 10 1 would appear EXTERNAL Name keys Name keys EE GOLDFARB AV GOLDSTINR E EE GOLDFARB RO GOLDT AVI OOOO 3 EE GOLDSTEIN A GOLDT MEIR EEE GOLDSTEIN C GOLDT RONI E EEE GOLDSTEIN D G
4. OLDT SARA EEE lt PREV gt lt DETAIL gt m7 Next page gt lt HI LO gt lt Previous page Figure 10 1 SDBN Directory Name display She can page up or down through the directory by pressing down the lt HI LO gt button to the right or left until the desired name is located She can also have the system dial any name displayed by pressing the softkey next to the name Pressing the DETAIL softkey and then a name softkey instructs the program to display the Electronic Business Card display shown in Figure 10 2 From this display the user can read the information lines for each person in the directory and if the line includes a phone number have the system dial it by pressing the adjacent number key GOLDSTEIN DAVID Number keys Number keys Mm HOME 212 523 4567 ii EE WORK 212 523 7777 E ir 212 252 3778 EE Mmmm CLUB 212 252 3838 EE 7 212 252 3839 EEE Mmm lt PREV gt Next details gt lt HI LO gt lt Previous details Figure 10 2 Electronic Business Card display 10 9 83 130 8050 H Issue 1 10 4 3 Programming For additional information relating to the operation of SDBN and the View Directories feature on the EX2 station see the Electronic Business Card Installation and Programming manual or the appropriate User Guides You program the SDBN directories via a special program SDBN Programming This program runs under the
5. Section 10 SPECIAL PROGRAMMING CONSIDERATIONS 10 1 GENERAL This section explains the special considerations which the System Administrator should take into account for optimal programming of e Automated Attendant Dial By Name e Automated Interview e Automated Attendant External Call Forwarding e System Dial By Name 10 2 AUTOMATED ATTENDANT DIAL BY NAME 10 2 1 Description The Automated Attendant Dial By Name feature allows an external caller to reach an extension by dialing the name of the extension owner instead of the extension number More precisely the caller dials the prefix of the first or last name of the person sought The length of this prefix can be from one to four digits as defined in the SYSTEMS PARAMETER Screen of IMAGEN programming You can define per DN up to 16 sets of first and last names and up to 256 name pairs for the system as a whole The caller is able to dial the extension by dialing any prefix of a name associated with the extension For example if you associate with directory number 428 belonging to DANNY HENSON the names DANNy and HENSon whenever an external caller wants to use this feature to dial Danny she has three options e To dial via the regular automated attendant to extension 428 by dialing 1 4 2 8 10 1 83 130 8050 H Issue 1 10 2 2 Operation 10 2 e To dial via Automated Attendant Dial By Name to DANNY by dialing the preprogrammed digit to enter to the
6. Windows operating system on a separate computer After you create them you need to copy these directories over to the IMAGEN PC hard disk to the DBN subdirectory within the IMAGEN directory You must turn off IMAGEN in order to copy over the System Dial By Name directories you have created Refer to the Electronic Business Card Installation and Programming manual for a complete description of the programming process and the various parameters involved 10 5 AUTOMATED ATTENDANT EXTERNAL CALL FORWARD 10 5 1 10 10 Description The Automated attendant External call forward feature enables calls from outside the DIGITAL system to be forwarded via the automated attendant to an external destination Therefore an IMAGEN mailbox subscriber with no internal extension can receive outside calls on an external number Subscribers that do maintain internal extensions can also use this feature for diverting calls to either an external or internal location or to their mailbox when their extension is busy or goes unanswered The subscriber s external number is defined as one of the Mailbox Follow me numbers as shown in the MAILBOX PARAMETERS Screen Figure 7 10 If the mailbox has been programmed accordingly the Automated Attendant Service parameter is set to External the external number is a non pager number then all outside calls will be forwarded by IMAGEN to the subscriber s external destination External Follow me numbe
7. ard disk Part of your responsibility in setting up 10 7 83 130 8050 H Issue 1 10 4 2 Operation 10 8 directories may be to ensure the maximum possible number of unique matches for all system users Note that the contents of a directory are not limited to telephone numbers although this would be the typical implementation As another application for example you could establish an online help directory for your organization SDBN requires the use of a protection plug provided with the software and attached to the parallel port at the back of the IMAGEN PC computer Each DIGITAL family of systems station user can utilize SDBN in one of two ways e DIAL BY NAME A user dials the digits corresponding to a name prefix and finishes dialing by pressing In cases where there are more than one directory she has to indicate the directory number in which the prefix is located as well If the dialed prefix is found to have a unique match with a specific DN the KSU dials the corresponding telephone number regardless of the user station type If there is not a unique match then the system gives a retry tone unless the station is EX2 type e VIEWING A user with an EX2 expanded display station is able to view IMAGEN directory entries on her station s display and then have the system dial in accordance with her instructions You can use the System Dial By Name feature from all DIGITAL family of systems stations However when
8. ays the INTERVIEW QUESTIONS Menu message Please select a message number from 1 to 9 or to exit and transfers to the INTERVIEW Menu RECORDER Dials 1 to record the first interview question The recording process proceeds accordingly as for other message recording the only difference being that control returns to the INTERVIEW QUESTIONS Menu when the recording of each question is over NOTE As question 9 marks the end of the interview it would perhaps be more appropriate to record a concluding message here rather than a question In this case you would record the final interview question as question number 8 Playing the interview answers The person responsible for gathering interview responses can hear all the responses by entering the dedicated interview mail box IMAGEN plays back the answers in the same order that they were recorded After every answer there will be a beep and if there was no recorded answer for a interview question that was asked only the beep will be heard for that answer 10 6 10 3 3 Programming Section 10 SPECIAL PROGRAMMING CONSIDERATIONS You must program certain Application Generator parameters to implement the following Interview feature aspects e IMAGEN access from interview The system can be programmed to allow the caller to perform other activities after the interview process e Interview access from IMAGEN The interview process can be started from within IMAGEN by dialing a p
9. ge is always played The extension number is optionally played depending on programming in the SYSTEM PARAMETERS Screen of IMAGEN 10 3 83 130 8050 H Issue 1 10 2 3 Feature notes IMAGEN If there is no name recorded for the destination cont mailbox then the feature plays the mailbox number regardless of how the Announce DN during Auto Att D B N parameter is set in system programming CALLER Dials 1 for BRUCE HILL IMAGEN Plays One moment please and transfers the call to extension 777 BRUCE s extension just as if the caller had dialed 1 7 71 71 If the caller hears all the ambiguous names by continuously pressing the digit 2 and there are no more names in the matching list IMAGEN then plays the message There are no more names in the matching list If there is no match at all in the data base the caller hears the message The name you have dialed is not defined and IMAGEN replays the opening message The characters Q and Z do not appear on the telephone keypad The feature associates Q with 7 and Z with 9 so as not to exclude subscribers with rare names for example Zachary Quayle In case the name is an ambiguous match and the ambiguity is between names associated with the same DN only one of the names will be selected Plan your Dial By Name programming to minimize or eliminate this possibility The Automated Attendant Dial By Name feature operates in the same manner for all tenants If IMAGEN i
10. he person is unavailable The message is repeated up to three times SUBSCRIBER Upon hearing the above announcement dials 2 IMAGEN Instructs the DIGITAL system to connect both external lines and disconnects IMAGEN from the call CALLER Commences conversation with Nathan 10 5 3 Feature Notes Auto attendant External call forwarding will not forward calls to a pre programmed pager unit destination number nor can the user camp on to an externally forwarded destination The IMAGEN port that is utilized for Auto attendant Dial By Name dialing is retained for call forward dialing the feature does not require seizure of an additional port 10 11 83 130 8050 H Issue 1 10 12 As the process of forwarding a call to an external line may take time the system hold time programmed in the DIGITAL system should be set to a maximum of 50 seconds This provides the system with time to react in case there is no answer at the external destination Once the receiving party presses 2 to accept the call however the connection is immediate If the incoming call enters on a PABX or Centrex line and the external forwarding destination is also a PABX or Centrex extension IMAGEN uses the same incoming line to transfer the call to the external location In this case the seizure of an additional outside line is not necessary and invoking the system s Trunk patch feature is not required As the External call forward feat
11. rogrammed digit from IMAGEN e Interview timeout The maximum time in seconds allowed for a single interview answer can be defined Programmed in the SYSTEM PARAMETERS screen See Section 7 7 above For Application Generator programming details see IMAGEN Application Generator User manual Cat No 76 110 0560 H 10 4 SYSTEM DIAL BY NAME 10 4 1 Description System Dial By Name SDBN is an optional DIGITAL KEY BX and DIGITAL 400 system feature supported through IMAGEN It enables any internal caller to reach a desired party by entering the first of up to six letters of her last name If the DN belongs to a department the caller enters the first letters of the department name SDBN is somewhat similar to the Automated Attendant Dial By Name feature serving external callers described in Section 10 2 above SDBN however is a much more extensive feature as described both below and in the separate Electronic Business Card Installation and Programming manual The internal caller enters the name of the desired party using the telephone dialpad buttons according to the standard letter number arrangement ABC 2 DEF 3 etc with Q being linked to 7 and Z to 9 As System Administrator you must build directories of telephone numbers which enable internal callers to use the SDBN feature You do this via the separate SDBN Programming program which runs under Windows You then copy these directories to the IMAGEN PC h
12. rs can also be programmed by a subscriber from the telephone Refer to the IMAGEN User guides for details If there is no answer at the external destination as well the automated attendant informs the calling party accordingly and Section 10 SPECIAL PROGRAMMING CONSIDERATIONS transfers him to the subscriber s mailbox where he may leave a message The External call forwarding feature is activated whether the outside caller dials the extension numerically or accesses it by using the Dial By Name feature Single digit dialing or Caller ID routing 10 5 2 Operation Automated attendant External call forwarding is activated automatically by IMAGEN in accordance with programming in the MAILBOX AUTOMATED ATTENDANT PARAMETERS Screen as shown in Figure 7 10a Activating External Call Forward SUBSCRIBER Nathan Smith maintains mailbox 252 but has no internal extension His mailbox is programmed to forward all calls to an external telephone number CALLER Dials via the automated attendant to mailbox 252 thereby triggering the External call forward instruction IMAGEN Plays the following message Thank you One moment please places the caller on hold and dials the external destination number When the call is answered the system announces to the destination subscriber This is an automated call transfer for Nathan Please dial 2 if you wish to answer the call 3 if the person is unknown or 4 if t
13. s serving more than one tenant there must be a common Dial By Name directory Pressing 0 while dialing of a name other than as the first digit does not transfer the caller to the operator but plays instead the message The name you have dialed is not defined 10 3 AUTOMATED INTERVIEWS 10 3 1 10 4 Description The Automated Interview feature involves the Automated Attendant asking a series of pre recorded questions to a caller and recording the answers There are a maximum of eight interview questions followed by a ninth question which is a 10 3 2 Operation Section 10 SPECIAL PROGRAMMING CONSIDERATIONS closing question to the caller After playing the closing question IMAGEN disconnects the caller without waiting for any answer as per system default programming Up to nine different interviews can be programmed The recording process You may program certain trunks as interview trunks in configuration programming Whenever the system receives a call on the trunk it begins the automated interview procedure For each interview IMAGEN links together all the answers into one question file which is stored in preprogrammed interview mailboxes Up to 16 interview mailboxes may be programmed Every interview question has a number from 1 to 9 and is recorded separately You record questions using Option 4 of the Record System Greetings Questions option of the SYSTEM ADMINISTRATION Menu from any DIGITAL family of sys
14. tems or DTMF telephone IMAGEN plays all recorded interview questions in their given order during the course of an interview Any gaps between recorded interview questions are skipped For example if only questions 1 2 and 5 are recorded only these three questions are asked and questions 3 and 4 are skipped The automated interview feature adds a beep after every answer in order to distinguish between the answers If the caller skips an answer only the beep will be heard The caller terminates her answer to any of the interview questions by pressing If an interview question is not answered for at least five seconds the same question is asked again If the question is still not answered IMAGEN disconnects the caller and stops the interview 10 5 83 130 8050 H Issue 1 Recording interview questions The recording process is as follows RECORDER Dials 4 from the SYSTEM ADMINISTRATION Menu SYSTEM The SYSTEM GREETING menu is played RECORDER Dials 4 from the SYSTEM GREETING menu SYSTEM Instructs to select the number of the desired interview to be edited recorded 1 9 RECORDER Selects the desired interview number 1 9 SYSTEM Plays an edit menu Play 1 for edit 9 to re record all RECORDER Dials 1 to edit one or more interview questions but not all of them or dials 9 to delete all the interview questions and record new ones Also dial 9 if recording questions for the first time SYSTEM Pl
15. ure allows for calls to be forwarded to long distance destinations you should be alert to the possibility of toll abuse by unscrupulous users
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