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Form sections
Use this form to edit voice menus.
General section
Set the overall voice menu preferences and the main greeting on the General section.
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. |
Introduction |
Enter the name of the document containing the introductory greeting. This will play once when the call is initially answered. It is 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. |
Language |
Choose the prompts language for this voice menu. |
Fax handling |
Select if you want to be able to receive faxes with this voice menu. |
Send faxes to |
Enter the user's Mailbox name where you want the faxes sent. If this is blank, faxes will go to the owner of the voice menu. |
No user input |
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Pause before repeat |
Enter the number of seconds between the cycle repeats. |
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Total menu cycles |
Enter the number of times your voice menu choices will play if the caller stays on the line but does not press a key. |
After last cycle |
After the total menu cycles completes, the call can be transfered. |
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Transfer prompt |
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 after 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. |
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Transfer to |
Enter a number where callers will be automatically transferred once the menu options have played the maximum number of times (from "Total menu 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 "Total menu cycles". |
Numbered sections
On these sections you will set all the options that callers will access through your voice menu. All fields on the numbered sections are identical. The section numbers correspond to the numbers on a phone keypad. The 1 section is used to program the 1 key on the phone, the 2 section 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 section)
* Help
# Move up a menu or log out
Key Action
The options available on this form vary depending on the key action chosen. Follow the models below.
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). |
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Voice prompt |
Enter the name of the document containing a voice prompt recording. |
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Document name |
This action requires an associated document containing the recorded announcement which will play for the caller, or a message body that will be played by text-to-speech. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
Transfer call |
This action is used to transfer callers to a specific number. This can be any number dialable from your PBX. |
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Voice prompt |
Enter the name of the document containing voice prompt recording. |
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Phone number |
Enter a valid phone number or a valid name from your FirstClass Directory. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
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. |
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Voice prompt |
Enter the name of the document containing voice prompt recording. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
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. |
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Voice prompt |
Enter the name of the document containing a voice prompt recording. |
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Document name |
This action requires an associated document containing the recorded help text which will play for the caller, or a message body that will be played by text-to-speech. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
Login |
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Voice prompt |
Enter the name of the document containing a voice prompt recording. |
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Service DN |
Enter the Voice Services login number to activate this action. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
Leave Message |
Choose this action for callers to leave a message in a specified Mailbox. |
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Voice prompt |
Enter the name of the document containing voice prompt recording. |
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Name or number |
Enter the name or extension number of the user who will receive the message. |
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Play name |
Choose one of the following options to specify how the user’s name will play: • None 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 "Voice prompt" and "Prompt after name". If there is no text-to-speech engine installed, the person’s name will be spelled. |
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Prompt after name |
If the recipient's name will play in the middle of the prompt, the document containing the second part of the prompt must be entered here. |
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At record start |
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. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
Dial name |
Use this action to allow callers to press the specified key (the phone key matching the numbered section 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. |
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Voice prompt |
Enter the name of the document containing a voice prompt recording. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
Dial number |
Use this action to allow callers to press the specified key (the phone key matching the numbered section 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. |
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Voice prompt |
Enter the name of the document containing a voice prompt recording. |
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Minimum digits |
Enter the minimum number of digits in your organization’s internal extensions. |
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Validate number to users |
Before transferring, the system will validate that the extension entered is valid by reading the name of the recipient. The transfer will only complete if it is validated. |
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Fixed digits |
If all extensions are a fixed length, enter the number of digits. |
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Require # to terminat input |
If selected, the caller must press # after entering the extension number. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
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.). |
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Voice prompt |
Enter the name of the document containing a voice prompt recording. |
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Document name |
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. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
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. |
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Voice prompt |
Enter the name of the document containing voice prompt recording. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
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 "Menu name" field. • Create a new folder within the current voice menu folder, with the name of the submenu that you entered in the "Menu name" 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. |
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Voice prompt |
Enter the name of the document containing voice prompt recording. |
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Menu name |
Enter the name of the submenu. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
Dial direct |
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 section corresponding to the first number of all internal extensions. (If all your internal extensions begin with 2, select this action for the 2 section.) 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 sections corresponding to the first number (in this case, sections 2 and 3). |
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Voice prompt |
Enter the name of the document containing voice prompt recording. |
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Minimum digits |
Enter the minimum number of digits in your organization’s internal extensions. |
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Validate number to users |
Before transferring, the system will validate that the extension entered is valid by reading the name of the recipient. The transfer will only complete if it is validated. |
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Fixed digits |
If all extensions are a fixed length, enter the number of digits. |
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Require # to terminat input |
If selected, the caller must press # after entering the extension number. |
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Comments |
This field is optional and has no bearing on how Voice Services processes the call. Enter anything that you feel may be helpful to note about the function of the section. You can leave this field blank. |
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