octel ov250 multiple message distribution

[voicetech]

Does anyone know how to have a incomming voice message forwarded to multiple mailboxes automaticly without answering and then send it to a group list? The type 6 Distribution Mailbox worked for local voice messages only, not from an outside caller. I can use a type 35 mailbox to transfer a message to one mailbox but not multiple mailboxes.
Thanks in advance!

 

[kxboy]

I'm not sure of a way to do this with the basic system, maybe an add on application? If you have the voice forms feature turned on, you can create a type 10 mailbox, and set the distribution to method to "3 - Multiple. This will copy a single message to multiple type 11 mailboxes.

 

[KenMeans]

KXBOY is right that is the only way to do it. A type 6 will not
take a message from outside the system. I have tried for years.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[ktludwig]

It's been a while since I worked on Octel, but can't you set up a type 0 that can do mailbox forwarding (I think option 5 under personal options) to a type 6?

 

[KenMeans]

No it will not work i have tried it

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[voicetech]

Thanks for the help guys. I'll give it a try.

 

[KenMeans]

The only thing that will work is not cheap. If you had a message networking S3400 system with enhanced lists you can forward the mailbox to a list on the MNS and then that list would send it to anyone on it.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[voicetech]

I tried creating a Type 10 Forms Mailbox like kxboy recommended. I set up the Type 10 Mailbox off of my auto attendant and added a few type 11 users to the list. When an outside caller selects the option that points them to the Type 10 mailbox, it gives a prompt stating that the mailbox is not in service. When I accessed the type 10 mailbox to set the greeting and mailbox name, it says that there are no Forms questions installed. I'm wondering if this could be why the mailbox is not in service.

 

[KenMeans]

Yes you must have a greeing and 1 question in the type 10

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[voicetech]

KenMeans, where could I find what the questions are? I looked through all my documentaion and I can't seem to find anything.

 

[voicetech]

I just figured it out. I assumed that the questions are pre-configured but it seems that you verbally speak the question. I don't think this type of mailbox will work for me. I just need a mailbox with a greeting that will allow a caller to leave a message and then have that message forwarded to multiple mailboxes.

 

[KenMeans]

You can make the greeting and the question sound like the greeting

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[voicetech]

The problem that I have now is that the greeting will play followed by the "question". A few seconds after the question gets played, a prompt comes up and I get disconnected. How do I set it up so that someone can leave a message after the question gets played?

 

[KenMeans]

101–1596–000 Aria 2.0
TYPE 10 AND 11 – VOICE
OCTELFORMS MAILBOXES
Overview
OctelForms
is a software application that uses the server as an information-collection tool. Use
this information to establish a customer database, generate reports, or provide other types of
information, depending on the application of the particular form. The OctelForms feature
functions, as follows:
?? Callers access OctelForms, listen to the questions, and respond to them verbally or by
pressing the touch-tone keys on their telephones.
?? OctelForms provides questions to callers in a specific sequence, designed to generate specific
responses. The mailbox manager controls the question content, which ensures that the
information gathered is pertinent to the application.
?? Callers are referred to as respondents when they access a forms mailbox, listen to questions,
and record answers. Their answers are stored in sequence for reviewing and transcribing. The
responses can be transcribed and returned to the respondents for verification and signature, if
required.
?? OctelForms works with other server advanced features; for example, using Enhanced Call
Processing
(ECP) mailboxes to route callers to a forms mailbox and using Information
Center Mailbox
(ICMBs) to provide closing statements such as “Thank you” or
“Good-bye.” The mailbox manager tailors these mailboxes for the specific application.
7
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?? A voice OctelForms application requires that the mailbox manager design, diagram,
implement, and test the application. The application requires a specific class of service and
several mailbox types, primarily a type 10 forms mailbox and type 11 transcriber mailboxes.
?? Voice OctelForms performs three types of functions:
?? Information collection. Callers hear recorded questions and are prompted, step-by-step,
to respond.
?? Transcription. Answers to the questions are chained, so that the transcriber (or listener)
does not have to listen to the questions. The answers are separated by delimiters, so that
transcribers can easily distinguish between one answer and the next.
?? Forms management. Mailbox managers create questions and determine how responses
will be distributed to transcribers. Questions can be added or deleted easily without
having to re-create the entire form. Responses can be distributed to transcribers.
Only the voice-response OctelForms (voice OctelForms) feature is described in this chapter.
Information about the dual-tone multifrequency (DTMF) OctelForms feature is provided in a
separate manual. Volume III, Chapter 9 provides procedures for creating types 10 and 11
mailboxes.
Benefits of OctelForms
Use OctelForms to generate sales orders, conduct surveys, compile reports, automate the
collection and processing of claimant or applicant information, and accomplish other specific
customized tasks. Using OctelForms provides the following benefits:
?? Collects information effectively and efficiently. Voice OctelForms collects information
without requiring a two-party conversation or any paper forms to fill out, thus reducing the
time and cost of gathering information. It is available 24 hours a day, 7 days a week.
?? Provides flexibility. Voice OctelForms allows customizing for specific needs, so its
applications are unlimited.
Example of Verbal Responses
Voice OctelForms is ideal for information categories that require verbal responses, such as
customer names, addresses, account numbers, and personal histories. The following is an
example of a simple voice forms application for recording a customer’s change of address:
Form Question Answer
“At the tone, say your first and last name.” (tone) “J.P. Customer”
“Please say your account number.” (tone) “12345”
“What is your new street address?” (tone) “470 Oak Grove Drive”
“In what city and state is that located?” (tone) “Oakland, California”
“What is the zip code?” (tone) “96112”
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Respondents must respond verbally to all voice forms questions. A respondent can be asked up to
135 questions, and the responses can be up to 1 hour long per question. Voice OctelForms can be
configured at the server, community, or group level.
Types of Mailboxes Required
Voice OctelForms requires two types of mailboxes:
?? Type 10 – Forms Mailbox
?? Type 11 – Transcriber Mailbox
The type 10 mailbox collects voice data. Transcribers use the type 11 mailbox to hear the data
received from an associated type 10 mailbox. Figure 7-1 and Figure 7-2 examples of menu 8 for
mailbox types 10 and 11.
Menu 8 – Add Mailbox
Mailbox Number: Mailbox Type: 10 – Forms Mailbox
Mailbox Name: 9876 Community No:
Department: Mktg Express Address:
Subscriber’s Extension: 9876 Alias Address:
Attendant Destination: Group ID:
Calling Group: 0 Attendant Schedule:
Class of Service: 1 After Hours Mailbox:

Key Definition: 0 – Exit Mailbox VPMOD ID: OCTEL#1

Key Mailbox Number:
Initial Password: 596398
Mailbox Lang.: 1 – American Eng. (Mar)
Response Playback Option:1 – Automatic Playback
Response Distribution Method: 1 – Overflow
Respondents Destination Mailbox:
Send Partial Form: N
OCTEL#1
Figure 7-1. Example of Menu 8 for a Type 10 Mailbox, Showing Default Values.
Menu 8 – Add Mailbox
Mailbox Number: 4567 Mailbox Type: 11 – Transcriber
Mailbox Name: Community No:
Department: Mktg Express Address:
Subscriber’s Extension: 4567 Alias Address:
Attendant Destination: Group ID:
Calling Group: 0 Attendant Schedule:
Class of Service: 1 After Hours Mailbox:
Initial Password: 216732 Int. Link Number: 1
Mailbox Lang.: 1 – American Eng. (Mar) Mailbox VPMOD ID: OCTEL#1
Outcalling Auth. Code:
Pager Type: 0 – No Paging
Message Waiting Allowed: N
Forms Mailbox Number: 5467
Add to Transcriber List: N
Envelope Placement: 1 – Upon Request Only
Type of Envelope: 1 – Full Envelope
Answer Delimiters: 1 – Play Tone
OCTEL#1
Figure 7-2. Example of Menu 8 for a Type 11 Mailbox, Showing Default Values.
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Designing the OctelForms Application
When developing and designing a voice form, diagram the entire application before setting up
mailboxes or recording greetings and questions. During development, consider the following:
?? ICMBs and ECP mailboxes, whether they will be used to access or exit the OctelForms
mailbox
?? Password protection
?? Mailbox greeting and question organization
?? The class of service and mailbox parameters for all mailbox types, including forms,
transcriber, and information-center mailboxes
?? Assignment of mailboxes to a community or group
?? Customization of mailboxes
?? Transcription requirements and definition of a response-distribution method
?? A method for handling callers with rotary-dial telephones
?? Application testing
?? A method for documenting the application, so the application can be re-created or reused, if
needed
?? Response-playback policy, which determines whether and how callers can review and edit
their responses.
These consideration are described in the following sections.
Password Protection
You can establish password protection for any form in an OctelForms application. Access to the
mailbox can be controlled in two ways:
?? Personal password. The mailbox manager uses the personal password to access menus to
add, change, or delete questions; change the greetings; add or change passwords; or add or
delete transcribers.
?? Access password. An access password allows only authorized callers to access the
OctelForms mailbox. The mailbox manager assigns and deletes the access password. Callers
must enter the correct access password following the greeting, before they can listen and
respond to the form questions.
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Base the decision to require an access password on the form’s audience and the type of
information to be gathered:
?? Does the audience include outside callers, current customers, potential customers, or
company employees?
?? Is the information to be gathered sensitive? A protected form is one that requests confidential
or sensitive information, such as sales forecasts and customer profiles; it most likely requires
password protection. A general-purpose form does not need password protection.
Greetings
Compose and record a short message to greet callers who reach the forms mailbox. Clearly
explain the following:
?? The form’s purpose.
?? The response method. Emphasize that all questions should be answered.
?? The method for reaching an operator if personal assistance is required.
?? The method the caller uses to enter the OctelForms access password, if one exists. The
following is an example of a greeting for a form that requires an access password:
“Hello. You have reached the Service Reporting System. This system records the
completion of customer service calls. Please respond to each question after the tone.
When you finish recording each answer, please press pound. If you need assistance, press
0 now. Please enter your password now. When finished, press pound.”
If the password is entered correctly, the server replies “Thank you” and proceeds to the first
question in the form.
Because a forms mailbox does not provide server prompting, make sure that callers know how to
proceed through the form and end the session. Volume III, Chapter 9 provides procedures for
recording greetings for the type 10 forms mailbox.
Form Name
Create and record a name for a forms mailbox. This name should describe the form or its
application; for example, Service-reporting System The name is used in two situations:
?? Identifies form for transcriber. As an example, when reviewing responses from a
service-response form, the transcriber hears “Message from [Service Reporting System].”
?? Used in caller problem notification. A prompt notifies the caller if there is any problem
with using the form. For example, “The [service-reporting system] is full.”
Volume III, Chapter 9 provides steps for recording a form name.
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OctelForms Questions
The mailbox manager develops questions for the form before creating the mailbox. Consider the
following:
?? Number of questions. The class-of-service parameters assigned to a forms mailbox
determines the maximum number of questions (messages) allowed in a form. A single forms
mailbox can contain up to 135 questions.
?? Wording. Word the questions so that respondents give exact verbal answers. Include
instructions about how the respondent should proceed after answering a question. For
example,
“At the tone, please state your first and last names. When you finish recording, please
press pound.”
Question Sequence
Arrange the questions for an OctelForms application in a logical order, typically leading from the
general (name, company) to the specific (part number, delivery instructions).
The order of questions can depend on the transcription method. If the form is used to enter
information into a database, match the questions to input fields on the screen .
Questions can be numbered from 1 to 999. Leave gaps in the sequence for future changes or
additions to the form. For example,
Question 10: “Please say your company name.”
Question 20: “What is the company address?”
Question 30: “State the part number you want to order.”
These question numbers are heard only by the mailbox manager; they are used to record
questions in sequence. If you add a question later, assign a number between the original numbers;
for example,
Question 10: “Please say your company name.”
Question 20: “What is the company address?”
Question 25: “What is your account number?”
Question 30: “State the part number you want to order.”
Response Playback
Decide whether respondents can hear and edit their responses. Several playback options are
available. Determine the response playback option according to the type of information to be
gathered, the need for response accuracy, and the experience level of likely respondents.
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If the playback
method is . . . The result for the respondent is . . .
Automatic The answers are played back immediately after each answer is
recorded.
Press 1 to retain the answer.
Press 2 to erase and re-record the answer.
Press 3 to listen to the answer again.
Automatic playback is ideal in instances where detailed, accurate
information is important.
With Prompts The server lets respondents choose whether to listen to their answers.
Press 1 if satisfied with the answer.
Press 2 to re-record the answer.
Press 3 to listen to the answer.
Prompts for playback offers respondents flexibility in using the mailbox.
None OctelForms goes to the next question when a respondent finishes
recording an answer.
This method is used for internal, frequently used forms. No playback is
necessary when callers are familiar with the form.
None (rotary caller) OctelForms goes to the next question when a respondent finishes
recording an answer.
The server goes through the questions by using silence detection or the
end of recording time as the signal to move forward. The respondent is
never asked to enter touch tones to complete the form. With this option,
callers with either rotary-dial telephones or touch-tone telephones can
use the form. This option also prohibits respondents with touch-tone
telephones from having access to playback options.
Recording-Time Limits
The mailbox manager establishes the recording-time limits in the forms mailbox menus. Keep the
following considerations in mind when setting time limits for answering each question:
?? Vary time limits according to question content. Giving one’s name takes only a few seconds,
while a question about the nature of a service problem requires significantly more response
time.
?? Make sure that the time is adequate to complete the answer; however, too much time allows
nonrelevant information in the response and delays the next question for rotary-dial callers.
?? You can set the time limit from 1 second to 1 hour.
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Response Transcription
Information collected in a voice forms mailbox is transferred to a transcriber mailbox for
processing. Transcribers listen to the responses and assemble the information in a format best
suited to the application. They can enter received information into a database on a PC or
mainframe terminal. For more information about transcription, refer to the “Using the
Application” section, page 7-14.
The mailbox manager assigns one of three methods for transcribing responses:
?? Overflow distribution
?? Rotating distribution
?? Multiple distribution
These three methods are described in the following sections.
The method chosen depends on the answers to the following questions:
?? How is the information gathered and what format is it in? Is it entered on a PC or mainframe
database?
?? Who is responsible for transcribing the information?
?? Who needs the information?
?? Will peak calling periods create an uneven workload?
?? How many transcribers are available?
?? How is the information disseminated or used?
?? Will several groups share the information?
Every OctelForms form must have a corresponding transcriber list:
?? This list consists of transcriber mailboxes assigned to receive response messages from the
forms mailbox.
?? Up to 50 transcribers can be assigned to a single forms mailbox; transcribers can also receive
responses from more than one forms mailbox.
?? Each forms mailbox must have at least one assigned transcriber mailbox (defined in the type
10 forms mailbox profile).
?? A transcriber list can include both mailbox numbers and alias addresses.
?? The list can include express addresses, if the forms and transcriber mailboxes are within the
same community.
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Overflow Distribution
Use the overflow-distribution method for applications for which a single transcriber can usually
handle the volume of responses. A transcriber mailbox can contain between 1 and 135 responses,
according to the class of service. At peak response times, when the volume exceeds the
transcription capacity of a single transcriber, this method delivers responses to the next
(overflow) transcriber. The overflow-distribution method sends responses to the first transcriber
assigned to the form, as shown in Figure 7-3.
FULL
R2
R5
R1 R3 R4
R1 = First Response Message
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
FORMS
MAILBOX
TYPE 10
FIRST
SECOND
THIRD
Figure 7-3. Example of Overflow-Distribution Method for Transcribing Responses.
Figure 7-3 and the following example show the progression of responses:
When . . . Then . . .
The first transcriber completes processing a
response
The response can be deleted, making that
transcriber mailbox available for another
response.
The fourth response (R4) enters the first
transcriber mailbox (and only four responses
are allowed, based on the class of service)
It becomes full. Responses then enter the
second transcriber mailbox until it becomes
full, and so on.
The first transcriber mailbox becomes available
again
The next responses are sent to it.
Rotating Distribution
The rotating-distribution method sends responses sequentially to all transcriber mailboxes, as
follows:
When . . . Then . . .
Each response is completed in the
OctelForms mailbox
It is sent to the next transcriber mailbox on the
list.
A mailbox is full The response is sent to the next available
mailbox on the transcriber list.
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Figure 7-4 shows an example of the rotating-distribution method.
R4
R9
R1 R7
R2 R5 R8
R3 R6
R1 = First Response Message
FORMS
MAILBOX
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
TYPE 10
FIRST
SECOND
THIRD
Figure 7-4. Example of Rotating-Distribution Method for Transcribing Responses.
This method distributes responses evenly to all transcribers, which balances the workload and
maintains a constant flow of responses.
Multiple Distribution
Using the multiple-distribution method, every mailbox on the transcriber list receives a copy of
the responses, as shown in Figure 7-5. Full mailboxes cannot receive responses. If all mailboxes
are full, the form cannot be used.
R2
R3
R1
R1 R2
R1 R2
R1 = First Response Message
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
FORMS
MAILBOX
TYPE 10
FIRST
SECOND
THIRD
Figure 7-5. Example of Multiple-Distribution Method for Transcribing Responses.
The multiple-distribution method is beneficial when the information in a forms mailbox is shared
by several groups, such as sales, order administration, and finance. The method is also useful to
supervisors who need to verify the accuracy of the transcriber’s entry and to mailbox managers
who need to determine call volume and ensure that the questions are generating the expected
answers.
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Effect of Communities
Communities allow a server to be divided into logical segments to serve several subscriber
communities. Adding communities to the server can affect the structure of the forms and
transcriber mailboxes, as follows:
When . . . Then . . .
An OctelForms mailbox is configured within a
community
Express addresses can be used in the
transcriber list. Transcribers can access the
mailbox by entering the express address.
The class of service for a forms mailbox
assigned to a community allows system-wide
sending
The mailbox manager can enter a mailbox alias
address or a mailbox number for establishing
the transcriber mailboxes. The transcriber
mailbox can be a member of the same
community or of a different community, or it can
be assigned to the system at large. Forms can
be transcribed through any transcriber mailbox
that is associated with the forms mailbox.
A forms mailbox is assigned to a community
and the class of service allows sending within
the community only
Transcribers must also be in the same
community. Forms can be transcribed only
through transcriber mailboxes within the same
community.
Forms mailboxes are not assigned to a
community and have system-wide sending in
their classes of service
The transcriber list can be configured using an
alias address or the mailbox number. The
transcriber can enter the transcriber mailbox
using the alias address or full mailbox number.
The transcriber mailbox can be assigned to any
community or to the system at large.
The forms mailbox is assigned to the system
and not to a specific community and the class
of service allows community-only sending
The transcriber list must also consist of
mailboxes on the system at large. Transcribing
can be accomplished only from transcriber
mailboxes not in a community.
Respondent Options
Before setting up the application, the mailbox manager must determine the methods by which
callers access and leave a forms mailbox. The next two sections discuss these methods.
Accessing the Forms Mailbox
Callers can reach an OctelForms application by a number of methods:
?? Direct connection by dialing a telephone number printed on company literature. The
telephone number for service and repair can be printed on all company documentation,
including warranties, contracts, and promotional materials. Figure 7-6 shows direct-caller
access to a forms mailbox.
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TRANSCRIBER
TRANSCRIBER
TRANSCRIBER
QUESTION
MAILBOX
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
TYPE 10
TYPE 11
TYPE 11
TYPE 11
Figure 7-6. Direct-Caller Access to Voice OctelForms.
?? Routing through transcriber mailboxes. The system manager can route callers through
transcriber mailboxes, where they are directed to the proper questions in the forms mailbox.
This alternate scheme allows a single forms mailbox to do the work of several. For example,
Information is required in three sales regions: eastern, western, and central. One
transcriber mailbox is set up for each region. The transcriber mailbox for the western
region directs the caller to the set of questions common to all regions in the forms
mailbox. When the responses are complete, they are routed back to the transcriber
mailbox for the western region.
Figure 7-7 shows caller access through a transcriber mailbox.
FORMS MAILBOX
NUMBER
RESPONSE MESSAGE
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
TRANSCRIBER
MAILBOX
TYPE 11
TYPE 11
TYPE 11
EAST
CENTRAL
WEST
FORMS
MAILBOX
TYPE 10
Figure 7-7. Caller Access Through Transcriber’s Mailbox.
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?? ECP routing, after dialing an 800 number. A company can use several OctelForms
applications. In this instance, callers to an 800 number reach an ECP mailbox, where they
hear a menu of OctelForms options. They can then route themselves to the appropriate form.
Figure 7-8 shows how a caller reaches OctelForms through an ECP mailbox.
(800) 5551111
GENERAL
INFORMATION
For admissions information,
press
For records information,
press
For financial aid,
press
1
2
3
Thank you for calling State University."
Send applications
Check status
1
2
Transcript
Verification
1
2
PBX
ECP
SERVER
ECP
ECP
FINANCIAL
AID
ADMISSIONS
RECORDS
TRANSCRIBER
MAILBOX
OCTELFORMS
QUESTION
MAILBOX
Main Menu
Disconnect
1
2
ECP
ICMB
Goodbye"
OCTELFORMS
QUESTION
MAILBOX
Figure 7-8. Example of Call Routing Through ECP Mailboxes.
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Exiting the OctelForms Mailbox
After answering questions, respondents can exit the forms mailbox in a number of ways:
?? They hear a cordial good-bye and are disconnected.
?? They are simply disconnected without any formal notice.
?? They are routed to another mailbox such as an ECP mailbox, ICMB, or another forms
mailbox for more information collection.
?? They press 0, and are directed to an attendant. If an attendant is not available, they are routed
to an after-hours mailbox, if one has been designated. Otherwise, callers remain in the forms
mailbox and must hang up to exit. If a respondent is to be routed to another mailbox, create a
respondent-destination mailbox.
The mailbox manager designates the exit method when setting up the form.
Setting Up the Mailboxes
A type 10 voice forms mailbox contains questions that require caller response. The responses are
chained into a single message and sent to a type 11 transcriber mailbox for processing.
You establish the class-of-service parameters for the type 10 and 11 mailboxes. Refer to Volume
III, Chapter 2 for details about menu 7 and setting up class-of-service parameters.
Then create the mailboxes in menu 8, based on information from the OctelForms mailbox
manager. For procedures, refer to Volume III, Chapter 8. If other mailbox types are to be
associated with the OctelForms application, establish or change them at this time.
After you set up the type 10 and 11 mailboxes, the mailbox manager should customize them. For
customizing procedures, refer to Volume III, Chapter 8.
Using the Application
After the mailboxes are customized and transcribers are ready to receive and process responses,
callers can begin to use the application.
Respondents
Callers become respondents when they reach the forms mailbox. When a respondent first
accesses the mailbox, a greeting plays. The greeting explains the purpose of the form, gives
instructions for responding to the questions, and requests an access password if required.
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Respondent Options
Respondents have several options during a greeting playback:
If respondents . . . Then . . .
Press # The greeting is interrupted, and they can enter an
access password. If no access password is
required, pressing # takes them directly to the first
question of the form.
Want to speak to an attendant They press 0 and are transferred to an attendant,
if one is available.
Press
during the greeting or during the
first question
They return to the server’s initial greeting. To
provide this option, set the
key in menu 8 or
change it in menu 9.1.
Press any key while recording an answer The answer is canceled. The server announces
the cancellation, repeats the question, and
expects a new response.
Responses to Questions
Each question in the OctelForms application is followed by a tone that indicates the end of the
question. The respondent then records an answer. Respondents who use a particular OctelForm
regularly can press # to skip directly to the end of the question and record an answer. Depending
on the playback option selected by the mailbox manager, a respondent can review and edit each
answer.
Answers can be terminated in four ways:
?? The respondent presses any key on the touch-tone keypad.
?? The server detects silence or a dial tone and automatically ends the answer (the answer has
been completed).
?? The respondent reaches the recording limit set for an answer.
?? The caller hangs up before completing the form. The partially completed form is either saved
or deleted, depending on the class of service defined for the type 10 forms mailbox.
For certain respondent actions, the sever responds as follows:
If a respondent . . . Then . . .
Does not answer a question The server repeats the question.
Still does not answer the question The server disconnects.
Disconnects or presses 0 before all
the questions have been answered
The incomplete responses are deleted or sent to a
transcriber, depending on the mailbox class of service.
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Respondents can use the
key to back up, depending on their location in the form, as follows:
When respondents . . . Then . . .
Press
while recording an answer The recording is canceled. The server informs the
respondent of the cancellation, repeats the
question, and waits for a new response.
Press
during the first question The respondent is returned to the server greeting.
All questions require an answer; they cannot be skipped. If a question does not apply, respondents
should record “not applicable.” Not allowing a response to be skipped ensures that transcribers
hear an answer to each question and do not lose the sequence during during transcription.
Transcribers
Transcribers listen to verbal responses and transcribe the information into a usable format. The
forms mailbox stores responses by omitting the questions and chaining the respondent’s answers
into a single response. For example,
When the transcriber reviews the responses for a change of address, the responses replay as
follows:
“J.P. Customer—12345—470 Oak Drive—Oakland, California—96112”
Chaining the answers makes transcribing more efficient and productive.
Transcriber mailboxes differ from normal voice-messaging mailboxes, although many functions
are the same. Some of the differences are as follows:
?? Transcriber mailboxes receive messages from voice-forms mailboxes only. Transcriber
mailboxes cannot receive voice-mail messages from other subscribers.
?? A transcriber-mailbox user cannot send regular voice-mail messages but can forward a copy
of a transcribed response to a subscriber’s mailbox, if the class of service permits it.
Forwarding to another transcriber mailbox is not allowed.
?? The recipient of a message forwarded from a transcriber mailbox cannot reply to the
transcriber.
Figure 7-9 shows the menu options in the type 11 transcriber mailbox.
Type 10 and 11 – Voice OctelForms Mailboxes 7-17
101–1596–000 Aria 2.0
Review
Personal
Options
Restart
Disconnect
1
4
5
Hear Message
During Review
After Review
Position
Speed
Volume
1 2 3
4
7
5
8
6
9
Password
Name
Prompt level
Notification
options
Exit
1
2
3
4
Replay
Envelope
Send copy
4
5
6
Erase
Save
7
9
Return to
Main Menu
Notification on/off
Notification
schedules
Exit
1st
2nd
Temporary
Exit
1
2
1
2
3
Main Menu
Personal
Options
Playback Controls
Notification
Options
Notification
Schedules
Rewind Pause Forward
Restart
Slower Envelope
Normal
Faster
Louder
Figure 7-9. Type 11 Transcriber Mailbox Menu Options.
Before Response Review
Before listening to the responses from a forms mailbox, transcribers hear any one of a number of
possible notification messages and then the following pertinent information:
?? Forms mailbox identification. Transcriber mailboxes can be on transcriber lists for more
than one forms mailbox. As a result, responses from more than one mailbox can be sent to the
same transcriber. When the transcriber accesses the form, the forms-mailbox name plays
before the first response. Responses from the same forms mailbox continue without further
identification, until a response is received from a different forms mailbox. Another forms
mailbox name plays, followed by the responses from that forms mailbox.
?? Envelope information. If the system manager configures the transcriber mailbox for
automatic envelope placement, this information plays before each response. (Refer to Volume
III, Chapter 8.)
7-18 Administration
Aria 2.0 101–1596–000
During Response Review
OctelForms provides the following tools for the transcriber during response review:
?? Answer delimiters. Answer delimiters indicate the end of one answer and the beginning of
the next. An answer delimiter can be a tone, a pause, a number for the next answer, or a stop
and prompt. The system manager configures the delimiter options while creating the
transcriber mailbox. (Refer to Volume III, Chapter 8.)
?? Playback controls. Transcribers use playback controls just as subscribers with type 0
mailboxes do. They can control their positions in the answers, the response-playback speed,
and the volume.
Positioning within a response can be by time or by answer, as follows:
?? Time. When in playback mode, transcribers can can press 1 to back up or 3 to move forward
within a single answer in the response. This movement is in 4-second increments within a
single answer. (This differs from the standard voice-messaging-mailbox increments of 10
seconds.) Transcribers cannot move to another response with this method, but they can press
1 1 to return to the beginning of the answer or 3 3 to move to the end.
?? Answer. Within a response and when in pause mode, transcribers can press 2 to pause answer
playback, then 1 or 3 to move backward or forward, respectively, through the answers within
a response. Transcribers can press 1 1 to return to the beginning of the response or 3 3 to
move to the end of the response.
The 2 key acts as a toggle between playback mode and pause mode. Pressing 2 during playback
pauses the play; pressing 2 again resumes the playback. The server prompts tell transcribers
exactly where they are in the response sequence.
After Response Review
The transcriber can use a number of options after reviewing a response, as follows:
Option
When the transcriber
presses . . . The result is . . .
Replay 4 The entire response is replayed.
Envelope 5 Envelope information is provided, based on the
configuration. Envelope information about saved
responses gives the date and time that a response was
saved, not when it was received.
Send Copy 6 Copies of responses can be sent to a type 0 subscriber
mailbox if the class of service permits it.
Erase 7 The response is erased.
Save 9 The response is saved.

Ken Means

http://www.tel-is.com

"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

 

[voicetech]

Thanks Ken.