Chapter 8: The Access Box
What is an Access Box?
The Access Box is a basic component of your voicemail system which leads callers from one point to another. They can present a greeting to the caller, then move the caller on to another box according to the call routing you have defined and the keys the caller presses. You will set up Access Boxes throughout your call routing to act as signposts and guides to lead callers to their final destinations. When the phone line is answered by your system, it will typically play for the caller a greeting that has been saved in an Access Box.
Important: The initial box that callers are routed to does not have to be the lowest-numbered box on your system, and it does not have to be an Access Box. The initial box is determined by the settings in the Switch Information window, which is accessed through the Switch command in the MAINTAIN menu. All phone lines can be routed to the same initial box, or each line can be independently set to answer with the box of your choice.
The Access Box that you designate as your initial Access Box presents the first greeting that callers will hear, and also determines the options callers will have to move to other points in your call routing.
It is possible to find out how many times an access box has been heard. This can also be useful information to tell you how many calls have been taken on a given line. You need to set 'log=yes' in your \winnt\stplus.ini file. That will send all system activity to a file called current.dbf. To have the counts for boxes sent to that file, set 'logboxtime'=yes. You will need to close and re-open the program for the setting to take effect and for the system to begin logging the information. You can then call in and enter the User Phantom. When asked for the mailbox number, enter the access box number. When asked for the password, enter the password for the Client Box that owns the access box. Remember if you have loops set to more than one, or if the access box defaults to itself, you may have a higher count, as the same caller could have listened to the box play more than once.
If you want to have call counts per line, have an access box as the very first box that does not repeat and that the caller cannot hear again on the same call.
More information on the log files is available in Chapter 24 on Logging and Reports.
Box Number
If you do not select a box number when creating a new box, the system will automatically assign a number to the new box. When you create a new box you can select any number or range of numbers for your new box(es) between 0 and 999,999,999 as long as those numbers are not used by existing boxes on your system. If you try to create a box with the same number as an existing box you will receive an error message which says that the box number you have chosen is a duplicate, invalid, or out of range. You may need to review existing box numbers using the Box Finder Icon (Magnifying Glass) to find all box numbers in use on your system.
Box Name
You may give each Access Box a name or describe its function in the Box Name field. Boxes can later be found by information you enter in the Box Name field. It is recommended that you keep your descriptions short, because the box name will be displayed in the Status Line of the Chat Status window so that you can easily follow each caller's progress through the system.
Client
Each box has a Client owner which is allowed to modify the box or change greetings through remote access. If a Client is not otherwise defined in this field the owner is assumed to be the default Client (Client 0). You can double-click in the field to access the Client Finder screen. If you have created other Client Boxes you can assign a different Client to a box by double-clicking on the Client of your choice. When using remote access you can enter an Access Box number when prompted for a Mail Box number, and enter the Client password. You will then be given the option to modify the Access Box greeting.
Default Routing
The Default Routing instructs the system where to take the caller if no key is entered within the time allowed (the Maximum Wait, in seconds, you have entered in the Tweaks window). The caller is automatically directed to the box number indicated in the Default Routing field after the box greeting has been played the selected number of times. You can set the number of times the greeting will play before the default routing takes effect by entering a value Max Number Of Loops field, which is found in the Tweaks submenu.
Default Routing can perform several important functions. For example, you can set your Access Box to play the greeting twice, and if the caller still has not made a selection you could default the caller to another Access Box which explains that keys must be pressed within the time allowed.
Name
Click on this button to record a name for the currently selected box. You will want to record an identifying name that the system will use for this box. This is the name that will be played to identify a particular box when it is accessed remotely by the system supervisor.
For instructions on how to record, see "Recording Names, Greetings, Messages and Prompts" in Chapter 3.
Greeting
Click on this button to record a greeting for this box. The greeting is the voice announcement that is associated with this Access Box. The greeting usually delivers information to the caller, then lists key options the caller may use to move through the system. For example, a greeting might say, "Hello, you have reached the ABC Company. Press 1 for accounting, 2 for desktop publishing, or 3 for engineering".
For instructions on how to record, see "Recording Names, Greetings, Messages and Prompts" in Chapter 3.
Use Multiple Greetings
By default, the program plays the greeting you have recorded using the above method. That is the most common setup. If you want the access box to have the capability to house multiple greetings, you need to check the 'use multiple greetings' field, enter number 1 in the 'active greeting' field, and record the greeting there. Once you have checked 'use multiple greetings' the greeting you may have recorded using the above 'Greeting' button will no longer be used. You need to record multiple greetings in order. Number 1, number 2, etc. You cannot just record number 5. After recording your different greetings, you are able to choose the 'active greeting' at the screen. Then, if you want to change to another greeting remotely, you can call in thru the User Phantom, enter the access box number and the password for the Client that owns the access box. You will be prompted to choose another greeting number. This can be a useful tool if you live in an area that is prone to serious weather conditions. You could easily call in and change your initial greeting from #1 "Thank you for calling the ABC Company" to greeting #2 which could have been pre-recorded as "You have reached the ABC Company. We are closed today due to a snowstorm". It is important to note that whatever tweaks, and/or digits set up in the access box will still be in effect. Only the actual recorded greeting will change.
Tweaks (submenu)
The Tweaks submenu lets you set advanced options and is designed to cover a wide range of circumstances which might arise when a caller enters an Access Box. (For example, what will happen if a caller does not press any keys, or hangs up before the Access Box greeting finishes playing?) The Tweaks submenu will allow you to customize the detailed functions of each Access Box.
What are "Tweaks"?
A "tweak" is a term used to describe the detailed settings of an Access Box. For example, in the Tweaks submenu you can define the maximum Number Of Times the Access Box greeting will repeat before following the default routing. Or the Wait Delay, which is the amount of time the system will wait for a keystroke before following the default routing. Or the Maximum Number Of Digits an Access Box will accept from callers.
In addition to modifying call routing, you can also set the Tweaks submenu to allow an Access Box to play the Time and/or Date to the caller. If you have the optional temperature module you can even set an Access Box to announce the current temperature! This is an excellent option for entrepreneurs who are offering a time and temperature service and selling electronic advertising to local merchants for profit.
Tweaks define exactly how each Access Box will perform, so it is important to understand all of the options available to you within the Tweaks submenu. The following is a description of these options.
Maximum Loop
The Maximum Loop specifies how many times the Access Box greeting will play before the caller either presses a routing key, presses an incorrect key and is routed to an error message, or takes no action and is routed to the box specified in the Default Routing field. The minimum value for Maximum Loop field is 1. If you set up an Access Box to deliver a Greeting Only, you would set the Maximum Loop to 1 so that immediately following the Access Box greeting the caller would be taken to the box indicated in the Default Routing field. For most other purposes 3 repetitions should be sufficient.
Maximum Wait
The Maximum Wait is the number of seconds (between 1 and 9) you would like to give the caller to press touch-tone keys after hearing the Access Box greeting. If the caller does not press a key within the wait time you have specified, the Access Box will either repeat the greeting (if more loops remain), or move the caller on to the box indicated in the Default Routing field. Do not set to zero.
Minimum Digits
This is an important field that defines how many digits an Access Box should expect to receive from the caller before assuming that the entry is complete.
Let's consider why this is so important. Let's say you are setting up an Access Box to allow the caller to be sent directly to either a certain department or to a specific Mail Box number. We'll assume that we would like to send the caller to Sales if a 1 is pressed (Box 200), or to Customer Service if 2 is pressed (Box 201). We also want to give the caller the option to go directly to Mail Box 5000 or 6000.
To accomplish this, we need to set the Minimum Digits to 1 (because we want to accept entries of just 1 key) and the Maximum Digits to 4 (because we want to wait to see if the caller is going to enter a four-digit Mail Box number. We will need to use the Add Keys button to add this key routing information. In Add Keys you would enter the 1 key and give it a destination of Box 200. You would then add the 2 key and give it a destination of Box 201. Now add box 5000 and 6000 as keys, and check the Direct Mapping to Box option. For this example you would also check the Full Range and Accept Tones options.
The Access Box will process a single key entry, if possible, but only after waiting to see if any more digits are going to be entered.
Maximum Digits
This field is used to help callers move efficiently through the routing process. After the caller has pressed the maximum number of digits you have specified, the software will recognize the caller's entry as complete and take immediate action rather than waiting for a certain number of seconds to elapse.
For example, if you have presented the caller with a simple menu in the Access Box greeting (Press 1 for marketing, 2 for accounting, 3 for engineering.) then you would set the Maximum Digits to 1. The system would attempt to process the caller's request immediately upon receiving a single key input.
If you are setting up an Access Box to accept a 4-digit user Mail Box number, you would set the Maximum Digits to 4. (Note: If you only intend to allow a 4-digit Mail Box number, the Minimum Digits would also need to be set to 4.)
Incoming Digits:
You may have automatic incoming digits for caller-id (called ANI on t-1's) or for DNIS operation. If so, please see below, as well as the section on DID. If you have neither of these, you will check 'None'.
Caller ID
Note: Caller ID is an option and requires a special voice board that allows for the information sent from the phone company to be read.
Caller ID can be used to route calls based on the area code, prefix, and/or last four digits of a caller's telephone number. This is possible because the voice board captures the caller's phone number as a call comes in. Typically, Caller ID would be used to route calls as they enter your system, but be aware that Caller ID information is available throughout the duration of a phone call. You could send callers to any destination and then, in your routing tree, use an Access Box set up for Caller ID to route callers to different destinations based upon their phone number (or parts thereof).
The caller-id information comes down the line AFTER the first ring, so you must set your lines for 2 rings to answer - under Maintain, Switch, then EACH individual line.
Click on the Setup button to bring up the Caller ID Control window. In this window, check the digit positions you would like to use for routing the caller. The digits from the digit positions you select will be entered just as if the caller had entered them manually in response to this Access Box. If you will be using the three-digit area code or three-digit prefix digit positions you will want to set Minimum Digits and Maximum Digits to 3. If you will be using the last four digit positions you will want to set the Minimum Digits and Maximum Digits to 4. You will need to define the box routing (using Add Keys) that will utilize the information available from the Caller ID hardware.
Information received from the Caller ID hardware is saved in the TRACE_*.LOG files if you are saving trace files, and can be read with any text reader. (See Display Activity in Chapter 20.) When you have 'log=yes' in the \winnt\stplus.ini file, all system acitivity is sent to the current.dbf file. Code numbers are assigned for each action which are listed in the 'Codes" field. The caller id phone number is entered in the 'Dialed' field and the caller's name is entered in the 'Description' field. More information on the log files is available in Chapter 24 Logging and Reports.
Note: If the caller has Caller ID blocking there will not be any usable information available for call routing. You may need to design your call routing in such a way that callers can alternatively enter routing information manually.
DNIS - this is the phone number that the person called to reach your system. Some T-1 lines provide this information. You could get may different phone numbers from the phone company. Each phone number could be routed to a different box on your system. You will indicate in the \winnt\stplus.ini file which digits to grab from the DNIS phone number provided. Then, in the DNIS buffer dialog box, choose which of those number to use. If you choose DNISlength=4 in the ini file, you would check the FIRST 4 boxes in this windows.
This option is basically the same as DID. (Direct Inward Dialing). See that section for further information.
Contest Counts
This option allows the system to count how many callers have passed through an Access Box. By checking the Contest Counts check box you activate all of the count-related options found below the Contest Counts option.
You could use this feature if you intend to run a contest in which every "nth" caller receives a prize. You could set up Contest Counts to count callers, and upon reaching the caller number of your choice, the selected caller could be routed to a different Access Box, Mail Box, or a live person to be awarded the prize.
Maximum Count
This is linked to the Contest Counts option. If Contest Counts is checked, the Maximum Count field determines the caller number you would like to treat differently. For example, if you enter 50 in this field, when the 50th caller enters this Access Box the call will be routed to the box number indicated in the Upon Max Goto field (see Upon Max Goto, below).
Upon Maximum
There are two different settings for this option:
Stop - This tells the system to stop counting once the Maximum Count is reached and the specified caller is routed to the box number specified in the Upon Max Goto field.
Multiples - If you check this option, the system will take special routing action with the caller number you specify, and every caller number thereafter that is a multiple of the Maximum Count, according to your routing instructions in the Upon Max Goto field. For example, the system could take special routing action with callers 50, 100, 150, etc.
Note: When the system reaches the Maximum Count value, or a multiple of this value if Multiples is selected, the usual greeting for this Access Box will be skipped, and the caller will be routed immediately to the box specified in the Upon Max Goto field.
Say Current Count
Check this box if you would like each caller to hear his call number. The system will say, for instance, "You are caller 22". This allows callers know where they stand in the contest, or how many other people have called about that 1971 Yellow Volkswagen Bug. The contest count will immediately follow the Access Box greeting.
Upon Max Goto
In this field you will enter the number of the box you would like the selected caller to be routed to when the Maximum Count is reached. The box you specify in this field is the box to which lucky callers will be sent. If you are unsure where you would like the caller to go, you can double-click on this field to bring up the Box Finder screen, which will allow you to select from the existing boxes on your system.
Full Range
The Full Range section of the Tweaks box is so named because each of the options available here sets a unique type of limit on the "full range" of touch-tone keys (0-9, *, and #). Notice that the Access Box display window will change depending upon the Full Range options currently selected. Full Range settings include the following options:
Accept Tones - This option allows the caller to enter touch-tone key information while the Access Box greeting is being played and be routed immediately without having to listen to the entire Access Box greeting.
This setting only allows callers to enter key options which are defined in the Add Keys display on the main screen of the Access Box. The Accept Tones option is affected by the settings in the Minimum Digits, Maximum Digits, and Maximum Wait fields in the Tweaks submenu, and also the Inter-Digit Delay setting in the Switch screen, which can be accessed using the Switch command in the DISPLAY menu. (See Switch in Chapter 20.)
The following is an example of how you might use the Accept Tones option. Say, for instance, that you are setting up a simple voicemail system with only five Mail Boxes on the system, numbered 1001 to 1005 consecutively. In your main menu you could give the caller single-key options (press 1 for Accounting, press 2 for Marketing), and also give the caller the option of going directly to a four-digit Mail Box number. This is accomplished by using the Add Keys button to add the single-key menu options as usual, and also using the Add Keys button to add each individual Mail Box number you would like to make accessible from this main menu. You must first create the Mail Boxes you would like to make directly accessible, then enter each Mail Box number as follows: In the Add Keys window, enter the number of a Mail Box you would like to make directly accessible in both the Lower Key and Upper Key fields. Now, be sure to check the Direct Mapping To Box option.
Note: You would not use the Accept Tones option if you have some new or important information in your Access Box greeting that you need callers to hear. To force callers to listen to the entire greeting use the Greeting Only option.
Digit Range - By checking this option you are requiring that the caller must press a number of keys which falls into the Minimum Digits and Maximum Digits range you have established on the left-hand side of the Tweaks window.
You would use Digit Range if you want all box numbers within a given number of digits range accessible from an Access Box, but don't want to enter individual box numbers using Add Keys. For example, if you set Minimum Digits to 1 and Maximum Digits to 3, boxes numbered from 0 to 999 would be directly accessible. If you set Minimum Digits to 4 and Maximum Digits to 4, boxes numbered from 1000 to 9999 would be directly accessible.
It is important to note that any valid box number within the specified digit range is accessible, not just Mail Boxes. To limit access to only Mail Boxes on your system, you could make all Mail Boxes 4-digit numbers and set Minimum Digits to 4 and Maximum Digits to 4. Then set up your routing boxes as being 1, 2, or 3 digits in length.
Note: If you use the Digit Range option you will not be able to assign specific keys using Add Keys. You will notice that after checking this option, the Add Keys display on the main screen of the Access Box displays the selected digit range only, and no longer allows the addition of specific keys.
Greeting Only - By checking this option the caller will not be able to press any key to exit the Access Box before hearing the entire greeting.
Next Call - This feature is used to distribute calls evenly over a number of boxes that you designate. To use this feature, check Next Call and click on the OK button to exit the Tweaks window. Notice that the labels above the Keys display area at the bottom of the Access Box window will change. Instead of reading "KEY, BOX, TYPE, and NAME" as usual, they now read "CALL, BOX, TYPE, and NAME". Now when you use the Add Keys button you will be indicating which box each caller will be sent to in rotation.
To set up a call rotation, click on the Add Keys button in the Access Box window. The Add Keys window will appear. Enter the number 1 in the Lower Key field (indicating caller #1), and enter the total number of boxes you would like in your rotation in the Upper Key field. Now enter a destination box for the first call in the rotation in the Destination field. You can always double-click on this field to bring up the Box Finder screen if you are unsure of where you would like to send the first call. Now click the Save button to exit the Add Keys window. You will now see that the number of new entries in the Keys display area is equal to the number of boxes you requested to be in your rotation, and they will all be routed to the box you indicated for the first call. To finish setting up the rotation, select the line which contains the entry for call 2 in the Keys display (the 2nd call to reach this Access Box) and click on the Mod Keys button. Now change the Destination for this call to the 2nd box in your rotation. Save your changes, and continue to route each CALL listed in the Keys display area to a different box in your desired rotation.
When callers enter this Access Box, the first caller will go to the first box you have indicated, the second caller will go to the second box, etc. After one caller has been sent to each box in your rotation, the rotation process will start over again from the beginning.
Note: Call rotation is a powerful feature and should not be overlooked. Note:You could use this feature to route calls to salespersons. It routes one call to each salesperson until they've all received a call, then starts the rotation sequence all over again. This assures that calls are spread around equally.
Entrepreneurs can also make good use of this feature. Say, for example, that you would like to run a time and temperature service and you would like to play advertising for local merchants in rotation. You could sign up advertisers and assure each that they will receive equal exposure to callers. To accomplish this, set up an Access Box to route callers to each advertiser's Access Box in a rotation, which would be set to Greeting Only. An advertiser's box could present a recorded sales message and then route the caller on to another Access Box to hear the local time and temperature.
Announcements
If you select the Announcements feature, you activate the announcement-related options which appear below the Announcements check box. You may select as many or as few announcement options as you like. Note that if Announcements is checked, the recorded Access Box greeting will not be played for this Access Box. This means that if you check Announcements and do not select any of the announcement options, this Access Box will send the caller to the box specified in the Default Routing field without playing message or announcement.
The Announcement options are described below:
Date - Check this option if you would like the date spoken to callers as they enter this Access Box. The date will be spoken in the format of month/day/year (example: November 12, 1995).
European Format - Check this option if you would like callers to hear the date in the European format of day/month/year (example: 12 November, 1995).
Time - The time option plays the time according to your system clock. If this option is selected the time will play before the Access Box greeting and any other announcement options that may be selected.
Temperature - Check this option if you would like callers to hear the current temperature upon reaching this Access Box. This feature will only function properly if you have purchased and installed the optional temperature hardware probe, which connects to your computer's serial port.
(tweaks continued after temperature information) to click to next tweak listing 'click here'
WINDOWS NT VOICE PROGRAM TEMPERATURE PROBE INSTALLATION INSTRUCTIONS:
To use the temperature probe with the Windows NT Voice Program, please follow these steps:
1) Completely install the Windows NT Voice Program.
2) Plug the temperature probe onto your com port.
3) Close the Windows NT Voice Program, do not minimize it.
3) use any editor to open the \winnt\stplus.ini file
Find the line in the Main section that reads TempPort= change the line to read as follows: TempPort=COM2 (hit the tab key, not the spacebar) enter a ; You will enter whatever com port number you have available, where you have plugged the probe
5) Open the Voice Program and look under Maintain, then Display Activity for Line 1. You should see Thermometer Init=
If it says Thermometer Init=OK: The probe is installed correctly and you can proceed to set up an Access Box with the tweaks set to Temperature. When you call in and go that box, you will hear the program automatically tell you the temperature that the probe has detected.
If it says Thermometer Init=ERROR: The probe is not installed correctly. Please check the com port you have set and test it by using your mouse on that port. If the mouse works ok, the probe should work ok. If the mouse does not operate with that com port, you will need to find an available com port. There may be an interrupt conflict (typically com 1 and com 3 use the same irq and com 2 and com 4 use the same irq, usually 3 and 4). Please check your Windows Control Panel. If you need additional assistance in this area, please contact your computer hardware manufacturer to find an available com port.
Quick-start for Time/Temperature
Many people want to quickly set up a basic system for time and temperature, which utilizes rotating advertisements. For a simple system use the following steps. You can then integrate your scenario into a more complex routing system later.
Create a new access box 500 Set the tweaks for time/temp default to hang-up
create a new access box 501 set the tweaks for full range, greeting only default to 500 record a greeting as "this is advertisement #1"
create a new access box 502 set the tweaks for full range, greeting only default to 500 record a greeting as 'this is advertisement #2"
create a new access box 503 set the tweaks for full range, next call in the bottom window, modify the keys (calls) so that the number 1, (first call) is set for destination 501, number 2 (second call) is set for destination 502
Under Maintain, Switch, double click on line 1 and enter the destination as box 503.
You can now either call in, or use the green arrow to simulate an incoming call. Your first call you should hear: "advertisement #1" time/temp hang-up
Your second call you should hear: "advertisement #2" time/temp hang-up
You can continue to make as many advertisement 'greeting only access boxes' as you want. Just remember to go back to your 'next call access box' and add the information to the bottom window.
Standard call flow will route the caller based upon their touchtone presses, but the Tweaks options in the Access box provide much more flexibility. Callers can be automatically routed to other boxes based on 'time of day', 'day of week', or simply by 'next call'. 'Next call' routing means the first caller to that box goes to the destination for the number 1 in the lower window of the access box screen, the second caller to the destination for number 2, etc. When the last number in the box has been visited, it will cycle back to 1.
If you have 20 ads on your system, each advertiser will get an equal 1/20 of the callers hearing their ads.
You can combine the 'next call' tweak on one access box, access boxes set for 'greeting only' (the advertisements), and the 'time' and 'temperature' on another access box. Then each of the callers hears a different ad, but after the ad they ALL go the same 'time and 'temperature' box. (routing scheme on left)
The tweaks option also enables you to establish a contest so the nth caller will get routed to a special box where they can be given a price or be transferred to a live operator. This is especially useful in a radio station.
The quality of the recorded voice advertising is the key to establishing the credibility of your talking ads service. That is why you need to record these greetings with the SoundSet and VFEdit package. We suggest that you do not allow customers to record their own ads over the telephone because it will sound very poor to others and reflect badly on your service.
Time Settings (24 Hour Time, Day of Week, Day of Month, Day of Year) - These options allow for callers to be routed based upon the hour of the day, the day of the month and/or the day of the year. You can nest boxes to play a particular greeting on September 28 at 6 p.m. ('day of year box' would have destination to a 'time of day' box). After changing the tweaks and clicking on Save,you will notice the main Access Box window headings will change from "KEY, BOX, TYPE, and NAME" to "YEAR, BOX, TYPE, and NAME", or 'TIME, BOX, TYPE, AND NAME", depending upon the option you choose.
You will now add a number of new call routing definitions using the Add Keys window. This is easiest to explain with an example. If you check the first time option of 24 Hour Time, you can define a different call routing path for each hour of the day. This is done by entering the Add Keys window and entering 1 in the Lower Key field and 24 in the Upper Key field. If you try to enter a number larger than 24 you will receive an error indicating that your Upper Limit entry is "An Invalid Number". This is because you have chosen the 24 Hour Time option and there are only 24 hours in a day. Next, check the Destination option and enter a default box number for callers to be sent to in the Destination box. After clicking Save in the Add Keys window you should now see 24 new entries in the Keys display area of the Access Box. You can now use the Mod Keys button to change the Destination box for each of the 24 hours. You may change those you wish to change, and the remainder will be sent to the default Destination box you indicated when you created the 24 CALLS in the Add Keys window.
What if you only wanted to change your call routing for one hour a day - perhaps your lunch hour from 1:00pm to 2:00pm? You could do this by only adding this one hour (13:00 in 24-hour time) to the Keys display. Enter the Add Keys window, enter 13 in the Lower Key field and leave the Upper Key field blank. Check Destination and enter the Destination you would like callers to be sent to between 1:00pm and 2:00pm, which could be a special Access Box which tells caller that you are out to lunch and then routes the call to your Mail Box.
The Day of Week, Day of Month, and Day of Year options work in a similar fashion to the 24 Hour Time option explained above. If adding keys for Day of Week, use key (call) numbers between 1 and 7. If adding keys for Day of Month, use key (call) numbers between 1 and 29-31, depending upon the month. If adding keys for Day of Year, use key (call) numbers between 1 and 365. You can easily determine the day of year using any business calendar, which along with the actual date will show the day of year (from 1-365) and, generally, how many days are left in the year.
IMPORTANT: When using the different tweaks in an access box, be sure that you have valid boxes set up for your destinations. Be sure that your DEFAULT setting also has a valid destination, other than the box number itself. If you have only one setting in an access box number 25, which is set for "time" - 13:00, for example, and it is 10:00 am - the caller will be sent to the DEFAULT setting. If the default setting is ALSO box 25 - well you can see the problem - the system has nowhere to go, so instead of going in an endless loop, it will just say "Good-bye". Your caller will be confused - and not very happy.
Validate Box
As callers access your system, you will want to determine the access privileges that should be given to each caller. This is the function of the Validate Box option, which is found in the Tweaks submenu of an Access Box.
At the point in your system you would like to determine a caller's privileges, send the caller to an Access Box which has the Validate Box option set. If you have a greeting recorded for this Access Box the greeting will play first, and then the caller will automatically be prompted to enter a Mail Box number and a password.
If the Mail Box number and password are valid, the privileges assigned in the caller's Mail Box will go into effect, and the caller will be sent to the destination you indicate in the Upon Success field, which is located within the Goto submenu. This might be an Access Box to allow the caller additional routing choices now that you know the caller is a valid Mail Box holder.
If the Mail Box number and/or password are not valid, the caller will be sent to the box you specify in the "Upon Failure" field - perhaps to a box that explains how to become a valid Mail Box holder.
Language
The system is capable of operating with up to nine languages, but the system has to be told what language to use for each call. You can, in your initial Access Box, set the Tweaks to the Language option. You will notice that the Keys display window on the main screen of the Access Box will change from the usual "KEY, BOX, TYPE, NAME" to "LANG, BOX, TYPE, NAME".
Before continuing, close the Access Box and go to the Languages command in the MAINTAIN menu to define what you would like Language 1 to be (perhaps English), and what you would like Language 2 to be (perhaps Spanish), etc. Be sure that you now record all greetings and all system prompts in both languages. Now return to your initial Access Box and record a greeting which says something like, "Press 1 for English (Language 1), Press 2 for Spanish (Language 2)". You can send both 1 and 2 to the same box, in which you have recorded a greeting in both languages. The system will respond with the correct prompts for the caller-selected language.
For instructions on how to record, see "Recording Names, Greetings, Messages and Prompts" in Chapter 3.
After a caller selects a language, the system will play the appropriate language for all greetings and system prompts. You can now route all callers to the same Access Box which has your opening greeting recorded in the languages you have defined.
Privilege
Once a caller has entered their mailbox number and password on your system (either by going through the User Phantom, Supervisor Phantom, or an Access Box with tweaks set for 'validate box'), the system 'know' who they are - and thereby knows what their privilege number is. You can route callers based on their privilege by utilizing an Access Box with the tweaks set for Privilege. After you have chosen 'Privilege' the main Access box window changes to read:
Privilege box type name
You can can then enter a 1 (one) to go to box x, 2 to go box xx, etc. Callers with Privilege 1 will hear one greeting and callers with Privilege 2, will hear a different greeting before entering your system. One possible use is to 'up-sell' your clients. If privilege 1 is your least expensive privilege, you may want those callers to hear messages about specials you are running - an enticement for them to upgrade.
Add Keys (submenu)
The Keys display shows the key the caller will press on a touch-tone phone to be routed to another box on your system. You decide which keys the caller must press to move from one point to another. The greeting that you record for each Access Box should tell the caller the key options available, if any (i.e. "Press 1 if you're a first-time caller, 2 to go to your Mail Box, 3 to search for a listing", etc.).
Note: In some situations you will not have to add any key options to an Access Box. If you have set up an Access Box to present information or announcements to the caller by selecting Greeting Only in the Access Box tweaks, for example, you would not make any routing options available, and callers will be sent to the box specified in the Default Routing field.
How to Add Keys
Click on the Add Keys button in the Access Box window to open the Add Keys window. The Lower Key and Upper Key fields are available for your convenience in case you would like to create multiple key options at one time. Enter the value of the lowest numbered key you will be defining in the Lower Key field. If you will be entering multiple key options, enter the value of the highest key option you would like to create in the Upper Key field. If you only intend to create one key option you can leave the Upper Key field blank.
For example, if you would like the caller to have 3 options from this Access Box, enter a 1 in the Lower Key field and a 3 in the Upper Key field. After you click on the Save button in the Add Keys window you will see that three new entries are in the Keys display. You would then use the Mod Keys button to modify the Destination field for each key option.
If, at some future time, you decide you would like to add another option, you can once again click on the Add Keys button. This time you would enter the option key number you would like to add in the Lower Key field and leave the Upper Key field blank. Upon clicking the Save button you will see that your new entry has appeared in the Keys display.
For each key option you are creating you will need to define the Destination box (see Mod Keys below).
Phantom (submenu of Add Keys)
Phantom Keys act just like boxes with preprogrammed functions, but they are not actual boxes. Phantom Keys save you steps in setting up your system by providing basic functions without the need to add a new box. For example, if a caller has reached his/her destination and you would like the system to end the call, you don't have to program a box to perform this standard function. You would simply route the caller to the Phantom Key "H", which will say good-bye and disconnect the caller.
Options in the Phantom Submenu
Phantom Boxes are available to help you route callers through your system. See the section:
Chapter 3: Getting Started for a list.
How to Delete Keys
The Del Keys button simply deletes key options from the Keys display window. To delete a key option, click on the key option you would like to delete in the Keys display window, then click on the Del Keys button.
Mod Keys (submenu)
When you click the Mod Keys button you will enter the Modify Keys window. This window will display the key number that you have chosen to modify. You can enter a different box number in the Destination field. If you are not sure where you would like to send callers, double-click on the Destination field to bring up the Box Finder screen, or click on the Phantom button to see the list of Phantom Key options.
Note: If you would like to add a new key option, you must use the Add Keys button to create a new entry in the Keys display window.