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Form tabs
Use this form to create voice menus.
This help document must be used as a supplement to the voice menu setup instructions.
General tab
Set the overall voice menu preferences and the main greeting on the General tab.
Name
Enter the unique name for this voice menu. This must be the same name as the folder containing this voice menu.
Description
You can enter anything in this field to describe how the voice menu will be used, or leave it blank. This field is for your reference only.
Main greeting
Enter the name of the document containing the Main greeting.
The main greeting will play once when the call is initially answered. It is traditionally the greeting that precedes the menu choices.
Invalid key prompt
Enter the name of the document containing the prompt which plays if a caller presses an invalid key.
If you leave this field blank, a default system prompt will inform the caller that his command is not valid.
Menu language
Choose the prompts language for this voice menu.
If the caller does not press a key
Number of cycles
Enter the number of additional times your voice menu choices will repeat if the caller stays on the line but does not press a key after the menu has played in its entirety. After this number of cycles, the call will transfer to the "Transfer to" number.
Time between cycles
Enter the number of seconds between the cycle repeats.
Transfer help
Enter the name of the document containing the prompt to play if a caller has not pressed a valid key. This prompt will play once before the last cycle repeat.
You may wish to use this message to inform callers who are not calling from a touch tone phone to remain on the line and their call will be transferred to the "Transfer to" number.
Transfer to
Enter a number where callers will be automatically transferred once the menu options have played the maximum number of times (from "Number of cycles"). This can be any valid number dialable from your PBX.
If this field is left blank, the call will disconnect after repeating the menu the total number of times specified in "Number of cycles".
Numbered tabs
On these tabs you will set all the options that callers will access through your voice menu. All fields on the numbered tabs are identical. The tab numbers correspond to the numbers on a phone keypad. The 1 tab is used to program the 1 key on the phone, the 2 tab is used for the 2 key, etc.
Once you understand all the possible actions, you can create the best possible voice menu. Any action can be chosen for any key, however systems generally conform to the following conventions:
1 -9 General options
0 Transfer to a receptionist or general mailbox ("Transfer to number" from the General tab)
* Help
# Move up a menu or log out
Action
• Play Announcement
Use this action to allow callers to hear a prerecorded announcement. This could include press announcements, directions to your office, or any other information.
After the announcement plays, the voice menu options will be replayed from the beginning (the Main greeting will not play).
Use with
If you choose this action, you must have an associated "Use with" document containing the recorded announcement which will play for the caller.
• Transfer Call
This action is used to transfer callers to a specific number. This can be any number dialable from your PBX.
Use with
You must enter a valid phone number or a valid name from your FirstClass Directory in the "Use with" field to activate this action.
• Use Express Delivery
This action allows callers to transfer directly to Express Delivery. The caller can then leave a message for another FirstClass Unified Communications user.
Use with
Do not enter anything in the "Use with" field if you choose this action.
• Play Help
This action is used to give callers a more detailed description of the current voice menu options. This must be a prerecorded help text and its contents will be specific to your voice menu. Remember to change this help text any time you change your voice menu.
Like the action Play Announcement, once the prompt has played, the caller will automatically return to the start of the voice menu.
Use with
If you choose this action, you must have an associated "Use with" document containing the recorded help text which will play for the caller.
• Log into FirstClass Mailbox
Use this action to allow callers to transfer directly to their FirstClass Mailbox. The user will be prompted to enter a Mailbox number and password like any regular login session.
Use with
Do not enter anything in the "Use with" field if you choose this action.
Choose this action for callers to leave a message in a specified Mailbox.
Use with
If you choose this action, you must enter the name or extension number of the user who will receive the message.
• Dial Name
Use this action to allow callers to press the specified key (the phone key matching the numbered tab you program with this action) and then dial the name of the person they are calling (last name first, as the name appears in the FirstClass Directory). The caller will be transferred to the user's number.
Use with
Do not enter anything in the "Use with" field if you choose this action.
• Dial Number
Use this action to allow callers to press the specified key (the phone key matching the numbered tab you program with this action), followed by the extension number of the person they want to contact. The caller will be transferred to the user’s extension.
This action is most helpful if extension numbers in your organization begin with many different numbers. If they all begin with a common number (or two) you may wish to use the Dial Direct option instead.
Use with
Do not enter anything in the "Use with" field if you choose this action.
Use this action to allow callers to enter a user's extension number and transfer directly without preceeding the number with another key (see Dial Number above).
This action must be set for the numbered tab corresponding to the first number of all internal extensions. (If all your internal extensions begin with 2, select this action for the 2 tab.)
If your internal extension numbers begin with more than one unique number (for example, extensions from 2001 - 2599 and 3001 - 3999), then you must set this action for both numbered tabs corresponding to the first number (in this case, tabs 2 and 3).
Use with
Do not enter anything in the "Use with" field if you choose this action.
• Receive Fax
Use this action to allow callers who are calling from a traditional fax machine to have a fax downloaded to that machine.
This action would be useful if any standard written information is frequently requested (for example, a map to your location, press announcements, etc.).
The corresponding document must contain the fax attachment in either .dcx or .pcx format. Anything in the body of the document will be sent as the first page of the fax.
Use with
If you choose this action, you must have an associated "Use with" document containing the fax attachment in either .dcx or .pcx format. Anything in the body of the document will be sent as the first page of the fax.
• Go to Submenu
Use this action to link to a submenu. This will be a new voice menu within the current one, allowing you to create a streamlined, option-rich voice menu.
If you choose this action:
• Enter the name of the submenu in the "Use with" field.
• Create a new folder within the current voice menu folder, with the name of the submenu that you entered in the "Use with" field.
• Create the submenu by following the steps for creating a voice menu, but ensure the new folder is within the folder containing the current voice menu. Do not put the voice menu in the first level of the Voice Menus folder.
• Go Up a Level
If this action is in the main voice menu, the caller will be logged out and the call will terminate.
If this action is in a submenu, the caller will move up to the previous menu.
Use with
Some actions require an associated document or other system information. See the action above to determine if the "Use with" field is required.
What the caller will hear
The "What the caller will hear" section tells Voice Services where the prompt for each tab is located.
First part of prompt
Enter the name of the document containing recording for the first part of the prompt the caller will hear.
For example, if the action is Leave Message, the first part of the recorded prompt will be attached to a document we will call "message for." Enter this document name in this field. If a caller chooses this option, Voice Services will play the prerecorded .wav file attached to this document.
An example of the recording would be "to leave a message for".
Play name
Only use this section if the chosen action is Leave Message.
The destination user's name can be played between "First part of prompt" and "Second part of prompt".
Choose one of the following options to specify how the user’s name will play:
• Nothing
If you choose this option, include the user's name in the recorded prompt.
• Spoken name
If the user has recorded a spoken name, it will play between the "First part of prompt" and the "Second part of prompt". If no spoken name is found, but this option is selected, the user’s name will play by text to speech.
• Text to speech
The user’s name will play by text to speech between "First part of prompt" and "Second part of prompt". If there is no text to speech engine installed, the person’s name will be spelled.
Second part of prompt
Enter the name of the document containing recording for the second part of the prompt the caller will hear.
For example, if this is numbered tab 2, the second part of the recorded prompt will be attached to a document we will call "press 2." Enter this document name in this field. If a caller chooses this option, Voice Services will play the prerecorded .wav file attached to this document.
An example of the recording would be "please press 2".
optional
If you prefer to not break up your prompts, you can record the entire prompt for a key and attach it to the document entered in "First part of prompt".
For example, the entire prompt would be "To leave a message for Bob Smith, please press 2".
The prompt playback will be more smooth than if broken into segments, but if you use the action Leave Message, you cannot use the "Play name" options.
At record start
Only use this field if the chosen action is Leave Message.
Choose one of the following options for what will play before recording starts:
• Beep only
The caller will hear a beep and can then record a message.
• System prompt
The caller will hear a system prompt similar to "Please record your message after the tone".
• Personal greeting
The user’s personal greeting will play. Greetings preferences will be considered and the appropriate greeting, based on called number, schedule, and so on, will play.
If Dial Direct is the action
Require validation
Before transferring, the system will validate that the extension entered is valid. The transfer will only complete if it is valid.
Require #
If selected, the caller must press # after entering the extension number.
Minimum digits
Enter the minimum number of digits in your organization’s internal extensions accessible by Dial Direct.
Fixed digits
If all extensions accessible by Dial Direct are a fixed length, enter the number of digits.
Comments
This field is optional and has no bearing on how Voice Services processes the call. Enter anything in the "Comments" field that you feel may be helpful to note about the function of the tab. You can leave this field blank.
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