Manual Siemens hipath fault management v3 0 basic package (page 11 of 58) (English)

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User Guide

HiPath Xpressions

Unified Messaging

Automated Attendant

This manual describes the complete scope of HiPath Xpressions services. For reasons of

HiPath Xpressions modularity, all features may not have been installed on your system and

consequently, not all functions will be available as described.

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HiPath Xpressions V3.0 Automated Attendant, User Guide

Contents

1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

2 Creating a Call Processing Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

2.1 Call Processing Mailbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

2.2 Call Transfer Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2.3 Call Transfer Trigger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2.4 Scheduled Start Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

2.4.1 Day/Night Mode via a PBX – Day/Night Switching . . . . . . . . . . . . . . . . . . . . . . . . . . 5

2.4.2 Calendar-Scheduled Start Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

2.5 Call Processing Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2.5.1 Call Processing – Default Language. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2.5.2 Language Set CPM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2.6 Switching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2.6.1 Switching to the Attendant (Attendant Console Groups). . . . . . . . . . . . . . . . . . . . . . 7

2.6.2 Procedure in the Event of Failed Switching. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

2.7 Alternative Destination with Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

2.7.1 Call Transfer to a (Predefined) Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

2.7.2 Call Transfer to a Mailbox in Guest Access Mode . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2.8 Creating a Call Processing Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2.9 Timeout Transfer Loops. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.10 Testing Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.10.1 Testing Function Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.11 Access Protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.12 Loading Announcements to the Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.13 Deleting Announcements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.14 Replacing System Announcements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.15 Fax Tone Recognition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2.16 Setting Up and Editing "Listen/Respond" Mailboxes) . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.17 Setting Up and Editing the Default Fax Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.18 Necessary Call Processing Basic Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.19 Activating a Call Processing Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.20 Statistics Function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2.20.1 Activating the Statistics Function. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2.20.2 Statistics File Storage Location. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

2.20.3 Statistics File Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

3 Call Processing Application Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.1.1 Application Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.1.2 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.1.3 System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Contents

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04 HiPath Xpressions V3.0 Automated Attendant, User Guide

3.2 Activating the Call Processing Application Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . 25

3.3 Call Processing Application Assistant – Application . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

3.3.1 Call Processing Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

3.3.2 Call Processing Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

3.3.3 System Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

4 Example of a Call Processing Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

4.1 Editing/Linking a CPM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

4.2 Creating a CPA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

4.3 Defining a CPA Start Point . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

4.4 Testing a CPA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

4.5 Activating a CPA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

4.6 Testing a CPA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Z1

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Introduction

Automated Attendant/Call Processing

1 Introduction

Call processing allows the operator of a call processing application to accept incoming calls au-

tomatically (24 hours a day, 7 days a week) and then forward them to predefined destinations

using Caller Controlled Routing.

Call processing offers callers a user interface which is very easy to use. Callers hear a greeting

in which the options for selection are described. Callers then make their selection by pressing

the relevant button on the telephone. A Call Processing Application (CPA) comprises a combi-

nation

– Call Processing Mailboxes (CPM) of different types (Menu, Listen Only, etc.) and

– Call Transfer Types (call processing mailbox, extension, etc.)

linked by corresponding Call Transfer Triggers (phone key inputs, timeout). The description data

is stored as Call Processing Descriptions (CPD) in the Xpressions database and together with

the necessary announcements forms the actual call processing application.

The CPD is created and updated via the Call Processing Application Assistant (CPAA), a Web-

based interface. Each CPA may have various access points, i.e. it can be started from a number

of different CPMs. In this way, scheduled start points (day and night operation) as well as lan-

guage selection can be realized over different dial-in numbers. The description data is interpret-

ed by the Call Processing Function (CPF) during the runtime (during an incoming call).

Automated Attendant is a concrete example of a call processing application (automated atten-

dant console). Callers can be forwarded to the required destination automatically.

The illustration below shows how the Automated Attendant works:

Introduction

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2 HiPath Xpressions V3.0 Automated Attendant, User Guide

Call Processing – System Overview

Call Processing Mailbo

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Introduction

2 Creating a Call Processing Application

Although the actual call processing application can be changed quickly and easily with the

CPAA, the announcement for a menu CPM must correspond exactly to the selection options

offered, for example.

In view of the fact that announcements must normally be of studio quality to ensure a profes-

sional image, a basic design must be created for the call processing application before an-

nouncement recording starts. The design media available for creating a call processing appli-

cation are described below.

2.1 Call Processing Mailbox

The following CPM access types are supported:

● Menu

This CPM plays an information announcement – this contains the selection options on offer

and enables callers to make the required selection using

the phone keypad.

● Listen Only

This CPM plays an information announcement.

● Listen / Respond

This CPM plays an information announcement and enables callers to leave a message

(voice message). After recording the reply, callers can terminate the connection or listen to

the message and rerecord the message if necessary.

You can set how often the information announcement should be played (repeated if necessary)

for all CPM types. Note that the value "0" is also permitted here. CPM can thus be realized,

for example, with an immediate forwarding attempt and without a prior announcement.

Each CPM can be used within each CPA. However, the additional path is set within the CPM

and is therefore identical for each CPA in which the CPM is used.

One option for using a CPM in different ways is a Listen Only CPM for exiting the system. This

plays "Thank you for calling", for example, and ends the application by releasing the connec-

tion.

Call Transfer Type

Introduction

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4 HiPath Xpressions V3.0 Automated Attendant, User Guide

2.2 Call Transfer Type

The following call transfer types are supported:

● Call processing mailbox

This provides for the combination of various call processing mailboxes.

● Predefined call number

Call transfer to a predefined call number. An external number can also be predefined.

● Possible call number

The "Connection With Number" default menu appears. The caller can enter the call number

or be connected to the attendant. This may only be an internal number (extension).

● Mailbox in guest access mode

Access to an Xpressions Mailbox in guest access mode. The name (= user account) of the

Xpressions user can be predefined. If the name of the Xpressions user is not predefined,

the caller must enter the relevant mailbox number during the runtime.

● Release

The call processing application is closed down.

The call transfer type defines the destination and how the destination should be reached by the

CPF. For example, the CPF transfers a call to a predefined call number during the runtime by

switching the caller to the relevant extension.

2.3 Call Transfer Trigger

The following call transfer triggers are supported:

● Timeout

The call is transferred if no user information is entered.

For each CPM, you must set which call should be transferred if the user is not entered. A

time period does not have to be given for this. The call is transferred if the announcement

has been played as often as set for the CPM, and if a user is not entered.

● DTMF input

The call is transferred if a valid (i. e. a permitted) user is entered.

An error message is output if the input is invalid, i.e. it is not one of the permitted inputs.

The caller is transferred to the relevant call transfer destination if a call transfer trigger defined

within the definition of a CPM occurs.

Scheduled Start Point

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Introduction

2.4 Scheduled Start Points

2.4.1 Day/Night Mode via a PBX

– Day/Night Switching

This mode can be used with every PBX which implements day/night switching by forwarding a

constant call number to two different call numbers (each number for day or night mode). Thus,

two different dial-in numbers can be defined for one call number in the CPA for day/night mode

in the PBX.

Different start points can be defined within a CPA for different dial-in numbers for day/night

mode. This has the advantage that the CPA day/night mode is controlled by the PBX and is

therefore always synchronous with the PBX.

For additional scheduled procedures, see Section 2.4.2, "Calendar-Scheduled Start Points".

2.4.2 Calendar-Scheduled Start Points

When using a CPA calendar, two scheduled Start CPMs can be entered for each CPA start

point, in addition to the relevant standard Start CPMs. Both Start CPMs determine the start

points for calls during the current time range in which the states Closed or Break are active.

The time ranges for these states are defined by the calendar selected for the CPA. A relevant

start point and the appropriate announcement can thus be selected for lunchtime (Break)

for example.

If, at the time of the call, the current time in the calendar set for the CPA describes one of the

two states named above, and if a scheduled CPM has been defined for the state, this CPM is

used as the start point. Otherwise, the standard Start CPM is used as the start point. Because

scheduled Start CPMs can only be set for the states Closed and Break, this is particularly im-

portant if the calendar for the current time is in the Open state or if no state has been set.

For more information on calendars, see Day Definitions and Calendars in Section 3.3.3, "Sys-

tem Settings".

Call Processing Languages

Introduction

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6 HiPath Xpressions V3.0 Automated Attendant, User Guide

2.5 Call Processing Languages

Each CPA can be configured in numerous languages as long as a CP system language has

been installed.

All installed CP system languages can be used in a CPA. For more information, see

Section 2.5.1, "Call Processing – Default Language" and Section 2.5.2, "Language Set CPM".

2.5.1 Call Processing – Default Language

The default CP language is the language in which the CPA is started for the first time. If the CPA

does not contain a CPM which explicitly specifies a language, (i.e. all CPMs in the CPA are us-

ing Retain language), you can use the CP system language to access all CPMs.

The default CP language can be set via the CPAA under System Settings.

2.5.2 Language Set CPM

Language Set CPMs are Listen Only CPMs which immediately (i.e. without playing an an-

nouncement) execute the timeout call transfer. Call processing mailboxes can be used to insert

a language definition level as a language settings CPM. The call processing description (CPD)

will then be language-independent from this definition level onwards. The announcements must

be available in all languages in the language definition level for all CPMs which follow the lan-

guage definition level.

In the following examples, the INTRO-CPM announcement must be available in German and

British English. The INTRO-CPM itself, however, only occurs once after the language definition

level in the language setting Retain language in the CPA runtime plan.

Switchin

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Introduction

Language selection via different dial-in numbers:

Language selection via the language menu:

2.6 Switching

2.6.1 Switching to the Attendant (Attendant Console Groups)

The attendant number can be configured indirectly via the CPAA by entering the relevant

Xpressions user under System Settings. A hunt group can be created in the PBX to set up a

connection to a group of attendant consoles (provided the PBX supports this feature).

The Hicom call queue may also be the attendant call number. The Hicom call queue is a queue

to which every attendant console has access and from which the consoles can pick up waiting

calls.

STARTGER

LANG = German

Timeout

Selection: Deutsch

STARTENG

LANG = British English

Timeout

Selection: British English

INTRO

SELGER

LANG = German

Timeout

INTRO

SELENG

LANG = British English

Timeout

STARTGERENG

push "1" for Ger-

man prompts,

push "2" for En-

glish prompts

„1“

„2“

Selection: CP

Alternative Destination with Call Transfer

Introduction

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8 HiPath Xpressions V3.0 Automated Attendant, User Guide

2.6.2 Procedure in the Event of Failed Switching

If a connection setup has failed, the reason for the error is usually reported, e.g. "busy" or

"RNA" (ring no answer).

The standard error message outputs can be suppressed using buttons in the settings interface.

In this way, a neutral error message (e. g. "Sorry, all lines are busy at the moment") can also be

output in the event of an error via the alternative destination which can be set for the error using

"Listen Only" CPMs.

2.7 Alternative Destination with Call Transfer

2.7.1 Call Transfer to a (Predefined) Number

For the call transfer types "Predefined call number" and "Possible call number", two alternative

destinations can be entered as call transfer parameters. The transfer alternatives become ef-

fective when a call transfer attempt to a (predefined) number fails. Only CPMs can be used as

alternative destinations.

Alternative destination selection after a failed call transfer:

The second alternative comes into effect if the number of failed attempts for this call transfer

during a connection exceeds the limits set for alternative destination 2 (the timeout transfer for

the CONNECT-CPM in the diagram above). Thus, call transfer to a mailbox can be set,

for example, after two unsuccessful call transfer attempts to the attendant.

CONNECT

Alternative dest. 1

Timeout

Call transfer:

busy/RNA/camp on

Predefined call number

Limit for dest.

Ye s

2 reached?

Alternative dest. 2

Ye s

Call transfer

successful

Creating a Call Processing Applicatio

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Introduction

A design medium provides this to avoid timeout loops occurring in a CPA. See also Section 2.9,

"Timeout Transfer Loops".

2.7.2 Call Transfer to a Mailbox in Guest Access Mode

For the call transfer type "Mailbox in guest access mode", only one alternative destination can

be entered as the call transfer parameter.

If set, the alternative destination entered comes into effect regardless of whether the caller

leaves a message or not.

2.8 Creating a Call Processing Application

The CPA structure diagram below shows the use of the following design media:

● Multilingual – the language selection is made via different dial-in numbers

● Scheduled Start CPM – additional Start CPMs for the state: Closed

For example, the call is transferred to the mailbox immediately without attempting forward-

ing if the state is Closed.

● Interrupting the connection loop in CONNECT by entering alternative destinations

The call is transferred to the mailbox after the second unsuccessful forwarding attempt

A number of different application variants can be derived from this structure:

● Use of a Menu CPM instead of automatic forwarding in CONNECT. If the caller does not

make a selection, he is forwarded to a predefined call number.

● Use of a Menu CPM only during Closed state, (i.e. during the night). In Open state, the call-

er is immediately forwarded to a predefined call number.

If the first alternative is not given, (in this situation, neither limits nor second alterna-

tives can be entered), the function remains in the CPM for the duration of the runtime

for failed call transfers. Because this represents an endless loop, definitions such as

these should not be used for general access applications (or for an "internal

Helpdesk", for example).

Creating a Call Processing Application

Introduction

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10 HiPath Xpressions V3.0 Automated Attendant, User Guide

Call processing application structure:

CONNECT

Timeout

OPENGERMAN

LANG = German

Timeout

Selection: Deutsch

Call transfer type:

Connection with predefined

call number

Alternative destination 1:

CONNECT

Limit: 1

MAILBOX

Timeout

Call transfer type:

Mailbox in guest access

mode

EXIT

Timeout

Call transfer type:

Release

OPENENGLISH

LANG = British English

Timeout

Selection: British English

CLOSEDENGLISH

LANG = British English

Timeout

CLOSEDGERMAN

LANG = German

Timeout

Closed

Timeout Transfer Loop

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Introduction

2.9 Timeout Transfer Loops

Timeout transfer loops can occur if a caller does not answer (or stops answering) using DTMF

inputs, but also does not replace the handset. The timeout call transfers take the caller into a

loop within the CPA.

To avoid leaving a connection in a timeout transfer loop endlessly, the maximum number of di-

rectly consecutive timeout call transfers from CPM to CPM can be set in the CPAA under Sys-

tem Settings. If this number is exceeded during a connection, the connection is lost.

In addition, the CPAA testing function recognizes existing timeout transfer loops in the CPA de-

sign.

2.10 Testing Function

The testing function checks CP system data, such as the attendant name and number, default

fax mailbox, CPA-specific fax mailbox, etc.

When checking a CPA, the function tests all CPMs in use starting from the CPA start node (start

nodes if there are several).

This includes the following checks:

– If the number of times an announcement should be played for a CPM is not zero, the

relevant announcement files must be available. Note here that if a CPM language has

not been entered, (i. e. Retain language is set for the CPM), all available CP system

languages are considered necessary. If a language has been set for the CPM, the

function just tests whether the announcement files exist for this language.

– If a call transfer names another CPM as its destination, this CPM must exist.

– If alternative destinations are in use, the relevant CPMs must exist.

– For a "Listen/Respond" CPM, the relevant Xpressions mailbox, i. e. an Xpressions

user with the CPM name, must exist.

– For access to an Xpressions mailbox in guest access mode, the Xpressions mailbox,

i.e. an Xpressions user with the given Xpressions mailbox name, must exist.

– A CPM must not reference a "dead-end" and must define at least the timeout call trans-

fer. In addition, the function checks that the CPM is stored without timeout call transfers

at this point, although the setting interface does not allow this to happen.

– Timeout transfer loops are recognized.

Access Protection

Introduction

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12 HiPath Xpressions V3.0 Automated Attendant, User Guide

2.10.1 Testing Function Messages

The testing function outputs are usually self-explanatory. The explanation of the following mes-

sages may be helpful however.

Timeout loops recognized: CPM1, ..., CPM3.

This message describes a timeout transfer loop where CPM1 is the beginning of the loop

and CPM3 is the end of loop in the example above. Another timeout call transfer is made

from CPM3 to CPM1. The other CPMs involved in the loop, if others are involved, are also

output between the beginning and end.

Timeout loops recognized: CPM1.

This message describes a timeout transfer loop within a CPM (within CPM1 in the example

above).

User "GUEST" referenced in the CPM "CPM1" does not exist.

The call should be transferred in guest access mode from CPM1 to the Xpressions mailbox

called GUEST. However, the relevant user (USER - entries in the database) does not exist.

CPM "CPM1" referenced in CPM "CPM2" does not exist.

You must ensure that the reference can also be indirect, I. e. CPM2 is set as the alternative

destination in the parameters of a call transfer from CPM1.

2.11 Access Protection

Access to CP data is restricted and only enabled by CPAA after login with a user ID and pass-

word.

The user ID used in Xpressions must be assigned service rights to gain access to CP data.

2.12 Loading Announcements to the Server

If the announcements are in default Windows WAV format, they can be incorporated into the

CP system using the CPAA upload function. The WAV files must be PCM-coded and may only

contain audio data, I. e. no copyright information about the audio software used, etc.

Using the Upload function, announcements which are already in PCM format (normal within

Xpressions) can also be incorporated.

This function must be used with care.

The inadvertent overwriting of CPM/system announcements can cause unforesee-

able damage to the call processing system.

Deleting Announcement

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When uploading the messages, you must state whether it is a CPM-specific announcement or

a system announcement. If it is a CPM-specific announcement, the relevant CPM must be se-

lected. If it is a system announcement, the announcement file name must be entered (without

the file name suffix ".PCM").

You must also set which language the announcement should be available in.

2.13 Deleting Announcements

To delete announcements, you must select either a CPM-specific announcement or a system

announcement from the list. The lists contain the announcements which exist for at least one

of the available languages.

You can also specify which language variant of the announcement should be deleted. By de-

fault, All languages for the announcement are deleted.

The result of the deleting process is shown in detailed form, i.e. the display differentiates be-

tween whether a CPM-specific or a system announcement has been deleted, and which lan-

guage has been deleted. If the announcement is not available in the set language, a warning

is output.

If an announcement cannot be deleted, an error message is output. Errors when deleting an

announcement are usually caused due to missing announcement file access rights.

2.14 Replacing System Announcements

The default announcements (system greetings, announcements when exiting the system, an-

nouncements for standard menus, etc.) are installed when the CP system is installed. These

installed system announcements for system greetings and when exiting from the system may

need to be replaced depending on their use. The announcements can be replaced using

Section 2.12, "Loading Announcements to the Server".

The relevant announcement file names can be found in the following table:

This function must be used with care.

The inadvertent overwriting of CPM/system announcements can cause unforesee-

able damage to the call processing system.

Announcement Announcement text Announcement file

name

A message is to be recorded using the

call transfer type “Mailbox in guest access

mode” but the mailbox is not accepting

messages.

This user cannot accept any

messages.

AcceptsNoMessage

Replacing System Announcements

Introduction

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A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted

using the star. Push key 7

to listen to the message again.

You can listen to this mes-

sage from the beginning

again or listen to the last 8

seconds of the message. To

listen to the message from

the beginning, push 3. To lis-

ten to the last 8 seconds,

push 8.

BeginEightSec

A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted

using the star. Push key 7

to listen to the message again.

In this menu, you can push 0 for help.

You have been recording

a message and want to re-

play part of it. You can now

determine how much of the

message you would like to

listen to again.

BeginEightSecHelp

The call is forwarded using the call transfer

type "Predefined call number” or “Possible

call number”, but the called party does not

accept the call.

The person you are calling is

not responding. Please try

again

later!

CallerAbsent

The call is forwarded using the call transfer

type "Predefined call number” or “Possible

call number”, but the called party is busy.

The person you are calling is

engaged. Please try again

later.

CallerBusy

A call number is entered and confirmed

due to the call transfer type “Possible call

number” or “Mailbox in guest access

mode".

To confirm, push … Confirmation1

A call number is entered and confirmed

due to the call transfer type “Possible call

number” or “Mailbox in guest access

mode” (additional part).

…otherwise … Confirmation2

A call number is entered and confirmed

due to the call transfer type “Mailbox in

guest access mode" (additional part).

... dial the required number

and then ...

Confirmation3

Announcement Announcement text Announcement file

name

Replacing System Announcement

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A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted

using the star. Then push 6

to delete the message.

You can cancel

delivery of this message or

re-record it. To cancel deliv-

ery, push …

DeleteRecord1

A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted

using the star. Then push 6 to

delete the message (second part).

To record the message

again, push 1.

DeleteRecord2

A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted

using the star. Then push 6

to delete the message. In this menu,

you can push 0 for help.

You want to delete the mes-

sage you have recorded?

DeleteRecordHelp

You are prompted to enter a number on the

basis of the call transfer type “Possible call

number” or “Mailbox in guest access

mode".

Please enter a number and

then ...

EnterNumber

The announcement is output in various

modules

(record, prompt and input) if the input is in-

correct (e. g. an invalid key or the number

is confirmed without a number being en-

tered.

Your input is invalid. Please

try again later!

EntryInvalid

Exiting the system Thank you for calling. Goodbye

A pound sign in the middle of a sentence

is used

as part of various prompts.

… POUND … Pound

A pound sign at the end of a sentence is

used as part of various prompts.

... POUND. HashEnd

The announcement is output in the main

module (CPF) for an incorrect entry (e. g.

not assigned key in a Menu CPM).

Your input is invalid. Please

try again

later!

InvalidInput

Announcement Announcement text Announcement file

name

Replacing System Announcements

Introduction

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A message is to be recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the mailbox is full.

The mailbox is full. No more

messages can be recorded

at the moment.

MailboxFull

A call number is entered and confirmed

due to the call transfer type “Possible call

number” or “Mailbox in guest access

mode".

You entered ... NumberEntered

The attendant call number is entered and

confirmed on the basis of the call transfer

type “Possible call number” or “Mailbox in

guest access mode".

You have chosen the switch-

board.

OperatorDesired

A beep to acoustically mark the beginning

of the recording (call transfer type “Mailbox

in guest access mode” or “Listen/Re-

spond” mailbox“).

<Piep> Piep

Forwarding is performed by the card

durchgeführt.

Remark: 5 seconds silence at the end.

Please hold. PleaseHold

Playing an announcement using the

“Prompt” module can be interrupted by

pressing the star.

To listen to the greeting

again, please push ...

PromptStartEnd1

Playing an announcement using the

“Prompt” module can be interrupted by

pressing the star (second part).

To skip to the end of this

greeting, push ...

PromptStartEnd2

A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted

using the star.

You can listen to this mes-

sage again, end the record-

ing or delete the message.

To listen to the message

again, push 7 and then 3. To

resume recording, push 1.

To end the recording, push ...

ReplaySendDelete1

A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted

using the star (second part of Replay-

SendDelete 1 and ReplaySendDelete3).

To delete the message,

push 6!

ReplaySendDelete2

Announcement Announcement text Announcement file

name

Replacing System Announcement

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A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted.

You may replay this mes-

sage, indicate that you have

finished recording it or delete

it. To listen to the message

again, push 7 and then 3. To

end the recording, push ...

ReplaySendDelete3

A message is recorded using the call

transfer type “Mailbox in guest access

mode” or “Listen/Respond” mailbox and

the recording is terminated or interrupted

using the star. Push key 0

for help.

You have been recording

a message and have asked

to use the control features.

While recording a

message, a beep indicates

that you have 15 seconds of

recording time left. You can

now select one of the control

functions available:

ReplaySendDelete-

Help

A star in the middle of a sentence is used

as part of various prompts.

... STAR ... Star

A star at the end of a sentence is used as

part of various prompts.

… STAR. StarEnd

Corresponds to the default announcement

for recording messages (call transfer type

“Mailbox in guest access mode” or “Listen/

Respond” mailbox).

Please record your message

after the tone.

StartAfterTone

You are prompted to enter a number on the

basis of the call transfer type “Possible call

number” or “Mailbox in guest access

mode". This warning is output after the

runtime for the number of repetitions.

If you do not push a button

within ...

TimeOutOperator1

You are prompted to enter a number on the

basis of the call transfer type “Possible call

number” or “Mailbox in guest access

mode". This warning is output after the

runtime for the number of repetitions (sec-

ond part).

... seconds, you will be con-

nected to the switchboard.

TimeOutOperator2

Announcement Announcement text Announcement file

name

Fax Tone Recognition

Introduction

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The following announcements (numbers) can not be replaced using Section 2.12, "Loading An-

nouncements to the Server" because they are in different directories. These must be copied

manually into the following directories:

..\res\e\General\German\cpf

..\res\e\General\British\cpf

...

2.15 Fax Tone Recognition

The name of the default fax mailbox can be configured via the CPAA under System Settings.

Incoming faxes are placed in the default fax mailbox and can be printed out immediately ("Au-

tomatic Carbon Copies" in Xpressions).

An unknown number (number too long, no

internal number or number not available in

the database) is entered and confirmed on

the basis of the call transfer type “Possible

call number” or “Mailbox in guest access

mode".

This number is unknown. UnknownNumber

System greeting You have reached the voice

message information ser-

vice.

VoicemailSystem

System greeting Welcome to Xpressions. Welcome

Announcement Announcement text Announcement file

name

The number “zero” zero Z00

The number “one” one Z01

The number “two” two Z02

The number “three” three Z03

The number “four” four Z04

The number “five” five Z05

The number “six” six Z06

The number “seven” seven Z07

The number “eight” eight Z08

The number “nine” nine Z09

Announcement Announcement text Announcement file

name

Setting Up and Editing "Listen/Respond" Mailboxes

)

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The following can be given as the destination for the printed copies:

● Number of a fax device. If numerous faxes are sent at once, they are then sent to the device

one after another by Xpressions.

● A hunt group for numerous fax devices

● Printer

If a default fax mailbox has not been configured, the fax tone recognition has been deactivated.

2.16 Setting Up and Editing "Listen/Respond" Mailboxes)

To save answers for a "Listen/Respond" CPM, there must be a corresponding, i. e. identically

named, mailbox in Xpressions.

The Xpressions mailboxes are set up and edited (terminating or deleting answers, etc.) using

the existing Xpressions options (XPR Client, etc.).

2.17 Setting Up and Editing the Default Fax Mailbox

To save incoming faxes, there must be a default fax mailbox in Xpressions. The default fax mail-

box is set up and edited (printing, forwarding, deleting, etc.) using the options available within

Xpressions Client. The default fax mailbox must define a fax number in the FAXG3 field Incom-

ing faxes are forwarded to this number. If the default fax mailbox should be directly addressable,

you must ensure that the fax number entered is within the number range for Xpressions. To print

faxes immediately, in addition to formulating the relevant switching rules for copies, you must

also complete the CCPRINTER field as necessary. The contents of fields FAXG3 and

CCPRINTER does not have to be identical.

2.18 Necessary Call Processing Basic Settings

The attendant name must always be entered in CPAA under System Settings → Name of at-

tendant. The name given must reference an Xpressions user with VOICE entry.

2.19 Activating a Call Processing Application

A call processing application is activated via the XPR monitor using the relevant system set-

tings in the ISDN or Dialogic (Dlg) APL:

● Adding a Telematik protocol for the call processing application

–The User-defined E script must be used as a template.

– The protocol should have the same name as the CPA.

Activating a Call Processing Application

Introduction

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– Assign the e script cpf.e to the Telematik protocol created.

– Set the application name via the script parameter:

– AppName=

– Set the transfer type via script parameter:

–if -bt is given as a parameter, a blind transfer will be performed;

otherwise, a supervised transfer.

Remark: If several parameters are used, separate them with spaces.

● WEB APL Settings

–The CPAAWeb.vo protocol must be enabled on the CGI tab under Settings → WebA-

pl → Set Options.

● Setting the number range for the Telematik protocol created

– The number range must contain the dial-in number(s) configured in the CPAA for the

call processing application. As for all Telematik scripts, you must ensure that the num-

ber range entered corresponds to the digit sequence which is transferred by the con-

nected PABX during calls. This can differ from the sequence originally selected.

For more information, see also the example in Section 4.5, "Activating a CPA".

Statistics Functio

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2.20 Statistics Function

The CPF can save interesting call processing data for each connection in a statistics file. The

data can be used for analysis, for example, showing how often a CPM is selected, how long a

caller spends in a CPA or which language the caller used last.

2.20.1 Activating the Statistics Function

The statistics function is activated manually using the information about statistics classes and

statistics subclasses. These are instructions on how the statistical data should be collected by

Xpressions, and describe the source of the data.

To do this, the following values must be entered using Regedt32 in the Xpressions server reg-

istry under the key

HKEY_LOCAL_MACHINE/SOFTWARE/PP-COM/MRS/MRS Globals

> Statistics classes

Type: REG_MULTI_SZ

Contents of each line: statistics classes, statistics subclasses

The value must contain the following line because call processing data is generated from

the Telematik APL by the CPF (cpf.e):

> Telematic,cpf

Since the value – for different statistics filters – can contain multiple lines, it is destination-ori-

entated and must be terminated by an automatic line break after each line.

If the value Statistics classes is not available, a new one must be created.

2.20.2 Statistics File Storage Location

The statistics files can be found in the directory <Xpressions installation directory>\Stat and

have the following name conventions:

st<yymmdd>.log

where yymmdd is the current date. In this way, a new statistics file is created every day, and

the old files are closed.

2.20.3 Statistics File Structure

The statistics file is a simple text file which contains one line for each connection. Normally, the

lines contain a row of known fields which are separated by tabs.

Statistics Function

Introduction

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22 HiPath Xpressions V3.0 Automated Attendant, User Guide

The first two fields are for identifying call processing data and contain statistics classes and

subclasses as described in Section 2.20.1, "Activating the Statistics Function", starting from

the time the entry was created. Each of the following call-processing-specific fields consist of

a name and the corresponding value in the form Field name=Field value.

The following is a detailed description of the individual fields which appear in lines:

Telematic Statistics class for the entry.

cpf Statistics subclass for the entry.

yyyy.mm.dd.hh.mm.

Time when the entry was made. Call processing data is written into the

file when the connection is terminated.

Appl= Name of call processing application.

Caller= Caller’s number.

Lang= The language used by the caller.

Time= The length of the connection in seconds.

Errors= The number of incorrect entries made by the caller within a CPM menu

or a default menu.

Result= Describes how the connection is terminated. Possible values are:

1... Connection terminated by the caller

0... Connection terminated by the CPF

CPMn=

CPMn-15=

These fields contain the names of the last run CPM. A maximum of the

last 16 CPMs can be recorded. CPMn corresponds to the last run CPM.

If fewer CPMs are addressed, the relevant field value is empty.

Overvie

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3 Call Processing Application Assistant

A prerequisite for the functions described below is that the Call Processing Application Assis-

tant Intranet application has been installed on the Xpressions server.

3.1 Overview

You can use the Web application HiPath Xpressions Call Processing Application Assistant, to

create, modify and delete call processing applications.

3.1.1 Application Options

You can use the following Web browser to use the Call Processing Application Assistant:

● Netscape Version 4.51 and above

● Microsoft Internet Explorer Version 5.0 and above

3.1.2 Features

● Editing call processing applications

● Editing call processing mailboxes

● Administration of system settings:

– Editing general system settings

– Uploading announcements

– Deleting announcements

– Editing day definitions

– Editing calendars

Overview

Introduction

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3.1.3 System Settings

Resolution

A resolution of at least 800 x 600 pixels is required.

Cache and Proxy Server: Netscape Navigator/Internet Explorer

Display problems may occur when using Call Processing Application Assistant with a proxy

server or activated caching. This means that old data which is no longer valid is displayed.

For this reason, caching should not be activated unless absolutely necessary. The browser

should always load the most recent document by bypassing proxy servers. This generates the

best results.

Regardless, the cache settings must be modified as follows:

For the cache in "Netscape Communicator", select

Edit → Preferences → Advanced → Cache → Document in cache is compared to docu-

ment on network → Every time

For the cache in “Internet Explorer”, select

Tools → Internet Options → General → Temporary Internet Files → Settings → Check for

newer versions of stored pages → Every visit to the page

Style sheets: Netscape Navigator

To operate the Call Processing Application Assistant correctly using Netscape Navigator, acti-

vate style sheets using

Edit → Preferences → Advanced → Enable style sheets.

Activating the Call Processing Application Assistan

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3.2 Activating the Call Processing Application Assistant

To start the Call Processing Application Assistant, start your Web browser and enter a WWW

address using the following syntax:

http://<hostname>/cpaaweb

where <hostname> is the domain name of the Xpressions server (for example, www.myserv-

er.de).

● Log in using your user name and Xpressions password. Click the Login button to log in.

The Call Processing Mailbox menu for Call Processing Application Assistant opens if the

● If your entries are rejected, delete the field contents by pressing the Reset Form button

and re-enter your user name and password.

Call Processing Application Assistant – Application

Introduction

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3.3 Call Processing Application Assistant – Application

You can open the individual input forms of the Call Processing Application Assistant by click-

ing the relevant link.

● Under Call Processing Application, you can create, edit, test and delete these.

● Under Call Processing Mailbox, you can create, edit, test and delete these.

● Under System Settings, you can manage the general System Settings, load the an-

nouncements on the Xpressions server, delete announcements again and create, edit or

delete day definitions or calendars.

● Click on Version to display the current version information for Call Processing Application

Assistant.

● Click on Help to display help information for the field in question. Close this help page by

selecting OK.

Call Processing Application Assistant – Applicatio

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● Click the Logout link to log off or quit the current Call Processing Application Assistant ses-

sion.

● The listbox at the top right allows you to select one of the available languages.

3.3.1 Call Processing Application

All available call processing applications are listed in the Call Processing Application dialog

box. NEW in the example below is a call processing application.

● You can create a new application and edit, test or delete an existing application.

● Click New to create a new application.

To edit, test or delete, select one of the applications on the list and then click the corre-

sponding button.

Call Processing Application Assistant – Application

Introduction

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Editing the Call Processing Application: Mailbox

In the dialog box Editing the Call Processing Application, you can edit one of the call pro-

cessing applications available. All existing dial-in numbers are listed with their Default Start

CPMs. 901 New corresponds to a dial-in number with Default Start CPM. You can add new dial-

in numbers and edit or delete existing dial-in numbers.

● To add a new dial-in number, click New.

To edit or delete, select one of the numbers on the list and then click the corresponding

button. Push the Back button to go back to the previous page.

● Additional CPA settings can be edited in the lower part of the dialog box.

Call Processing Application Assistant – Applicatio

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In the input field Fax mailbox name, you can enter the Xpressions mailbox name for a valid

fax mailbox which applies to the current CPA. If this input field is left blank, the default fax

mailbox is used.

● Push the Save button to save the modified data.

● Push the Back button to go back to the previous page.

Editing the Dial-In Number/Start CPM:

In the dialog box Editing the Dial-In Number/Start CPM you can edit an existing dial-in num-

ber.

● The Default Start CPM can be modified via the combo box. This applies to Open state.

Call Processing Application Assistant – Application

Introduction

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● Another Start CPM can be defined for the Closed or Break states by selecting a CPA Cal-

endar and additional Start CPMs. The CPA Calendar is valid for the whole CPA and not

for each dial-in number.

● Push the Save button to save the modified data.

● Push the Back button to go back to the previous page.

Testing the Call Processing Application:

After clicking Test, the test results for the system data range and the CPA selected earlier are

shown.

● Push the OK button to go to the previous page.

3.3.2 Call Processing Mailbox

All available call processing mailboxes are listed in the Call Processing mailbox dialog box.

EXIT and WELCOME are call processing mailboxes.

● You can create a new mailbox and edit or delete an existing mailbox.

● To create a new mailbox, click New.

● To edit or delete, select one of the numbers on the list and then click the corresponding

button.

When deleting a CPM, the relevant entries are deleted from all dial-in numbers associated

with all CPAs which use this CPM as a Start CPM. If a dial-in number of a CPA uses this

CPM as the Standard Start CPM, then the corresponding Standard Start CPM entry is de-

Call Processing Application Assistant – Applicatio

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Introduction

leted. If time-based (Closed or Break) Start CPMs are configured for this Standard Start

CPM entry, these entries are also deleted (irrespective of which CPM is referenced as a

time-based Start CPM).

If a dial-in number of a CPA uses this CPM as a time-based Start CPM, the corresponding

entry is deleted. All language versions associated with a CPM announcement are removed

when a CPM is deleted.

Editing the Call Processing Mailbox:

In the dialog box Editing the Call Processing Mailbox you can edit an existing call processing

mailbox. According to the CPM Type, additional setting options are displayed in part. The set-

tings options in a "Listen Only" CPM are valid for all CPM types.

● Push the Save button to save the modified data.

● Push the Back button to go back to the previous page.

Call Processing Application Assistant – Application

Introduction

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Settings options of a "Listen Only" CPM:

The number of times the greeting is repeated is defined in the Number of Retries input field.

If the number is 0, the set announcement or playback pause is ignored.

A system announcement can be selected as the CPM announcement to be played back. The

name of the system announcement must be entered or selected in this case. Otherwise, the

announcement name must correspond to the name of the call processing mailbox.

The interval between announcement playback repetition or the length of time allowed to elapse

before timeout call transfer is performed is defined in the Playback pause input field.

The Timeout Call Transfer Type combo box is used to define what happens in the event of

insufficient caller input. Depending on the type selected, data may also be required in the Tim-

eout Call Transfer Destination input field.

The following types are available for selection:

● Call processing mailbox

● Predefined call number

● Possible call number

● Mailbox in guest access mode

● Release

You can use the Language combo box to specify whether the language is to be modified or

maintained at the start of this call processing mailbox.

Call Processing Application Assistant – Applicatio

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Additional settings options of a "Listen/Respond" CPM

● The maximum length of the answer to be recorded is defined in the Max. length of record-

ed answer input field. This can be between 10 and 999 seconds.

● The maximum number of answers to be recorded is defined in the Max. number of record-

ings input field. This can be between 0 and 999. If the input field is left empty, or filled with

the value 0, the maximum number is not restricted. When the maximum number of record-

ings has been reached, callers receive the message: "The mailbox is full. No more mes-

sages can be recorded at this time".

Refer to Section Section 3.3.2 for a description of the parameter buttons.

Call Processing Application Assistant – Application

Introduction

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Additional settings options for a Menu CPM:

A call transfer type and where applicable a call transfer destination can be defined for the

specified key in the section Key 0 to Key 9 or Key * and Key #.

The following types are available for selection:

– Not used

– Call processing mailbox

– Predefined call number

– Possible call number

– Mailbox in guest access mode

–Back

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Parameters buttons:

If the appropriate Timeout Call Transfer Type is selected, clicking the Parameters button

opens an additional window in which supplementary parameters are set.

Depending on the type, the following parameters may be visible:

– Output connection failure without details?:

Fault report without details in the event of connection failure.

– Suppress default announcement if call number is entered?:

The call number entry prompt is not played back.

– Alternative type 1 and alternative destination 1:

Defines the first alternative type and the first alternative destination.

– Threshold for destination 2:

Defines when the second alternative destination becomes active.

– Alternative type 2 and alternative destination 2:

Defines the second alternative type and the second alternative destination.

– Do not route via PBX?:

Calls are not routed via the telecommunication system.

– Ignore preset call forwarding destination?:

Preset call forwarding destination is ignored.

Call Processing Application Assistant – Application

Introduction

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3.3.3 System Settings

General system settings:

In the dialog box System Settings you can edit the settings for call processing applications.

–The Xpressions mailbox name must be entered in the Name of attendant input field.

–The Xpressions mailbox name of the default fax mailbox must be entered in the Name

of default fax mailbox input field. If a name is not entered, the fax tone recognition is

deactivated.

– Use the combo box Default CP language to select the default language for call pro-

cessing applications.

– Enter the maximum number of consecutive timeout call transfers from CPM to CPM in

the Max. number of consecutive timeout call transfers input field. The connection

is cleared down if the maximum number is exceeded.

Call Processing Application Assistant – Applicatio

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Introduction

– Enter the timeout time in seconds for standard menus in the Timeout for default

menus input field.

– Enter the timeout time in seconds for Announcements - Start/End in the Timeout for

Announcements - Start/End input field. The timeout is for announcements interrupt-

ed by callers. After the timeout runtime, the announcement is output again from the

beginning.

– Enter the timeout time in seconds for connection in the Timeout during connection

input field.

– You can activate the check box Do not route via PBX? to cause calls not to be routed

via the telecommunication system but via Xpressions.

– You can specify when a message should appear on the monitor to tell you that the "Lis-

ten/Respond" mailbox or a mailbox referenced by the call transfer type Mailbox in

guest access mode is full. Use the combo box Logging level for full mailbox to do

this.

– Settings for Mailbox in guest access mode can be edited in the lower part of the di-

alog box.

– The number of times the announcement is repeated in guest access mode is defined

in the Number of tries to play greeting input field.

– The maximum length of the answer to be recorded is defined in the Max. length of

recorded answer input field. This can be between 10 and 999 seconds.

– The maximum number of answers to be recorded is defined in the Max. number of

recordings input field. This can be between 0 and 999. If the input field is left empty,

or filled with the value 0, the maximum number is not restricted.

– Push the Savebutton to save the modified data.

Call Processing Application Assistant – Application

Introduction

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38 HiPath Xpressions V3.0 Automated Attendant, User Guide

Uploading Announcements

In the dialog box Uploading Announcements, there is an option to load announcements onto

the Xpressions server. You can select between CPM announcement and System announce-

ment. If you choose CPM announcement, the mailbox must be selected in the adjacent com-

bo box. If you choose System announcement, the name of the system announcement must

be entered or selected.

Use the combo box Announcement language to define the language of the announcement

loaded on the server.

● To se le c t a n Audio file as an announcement, push the Browse button to start the File Se-

lect dialog. (Depending to the type of browser used, this button may be displayed in another

language, e. g. Durchsuchen... in German). Windows WAV and Xpressions PCM are sup-

ported as file formats for voice files.

● An error message is output if you select a file with an extension other than .wav or .PCM.

If you want to enter the name of the voice file and its path in the adjacent input field instead

of selecting it with the File Select dialog, please ensure that the file entered exists on your

hard disk and can be read.

● The announcement is transmitted to the server by selecting the Upload button.

Call Processing Application Assistant – Applicatio

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Introduction

Deleting Announcements

In the dialog box Deleting Announcements you have the option to delete announcements

from the Xpressions server.

All CPM announcements and System announcements available for selection are listed. Se-

lect an announcement from the lists.

● Use the combo box Announcement language to define the language of the announce-

ment deleted on the server. Select All languages to delete the announcement in all avail-

able languages. Otherwise select a language.

● The announcement is deleted on the server by selecting the Delete button.

proceed with the utmost caution. Deleting an announcement can cause a system

crash.

Call Processing Application Assistant – Application

Introduction

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40 HiPath Xpressions V3.0 Automated Attendant, User Guide

Time Ranges/Day Definitions:

In the dialog box Time Ranges/Day Definitions all day definitions available are listed. ???Free

day, Short day and Long day are day definitions. You can create a new day definition and edit

or delete an existing day definition.

● To create a new day definition, click New.

● To edit or delete, select one of the day definitions on the list and then click the correspond-

ing button.

● When deleting a day definition, the relevant entries are deleted from all calendars which

use the day definition.

Call Processing Application Assistant – Applicatio

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Introduction

Editing the Day Definition:

In the dialog box Editing the Day Definition you can edit an existing day definition.

A day definition can include one or more time ranges with an associated state.

All existing time ranges are listed with their state. 00:00-07:29 Closed is a time range with an

associated state.

The following states are possible:

– Open

– Closed

– Pause

● You can add time ranges and edit or delete existing time ranges. Time ranges can define

a whole day, but cannot run past midnight. The time ranges in a day definition can overlap.

In this situation, the later time range has higher priority. A time range within a day definition

must not contain another complete time range for this day definition.

● Time ranges which have not been defined show the state Open.

● Different time ranges can have the same state. In this way, the company can be Open from

07:30-11:59 and from 12:30-16:14, for example.

Call Processing Application Assistant – Application

Introduction

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42 HiPath Xpressions V3.0 Automated Attendant, User Guide

● To add a new time range, click New.

● To edit or delete, select a time range on the list and then click the corresponding button.

● Push the Backbutton to go back to the previous page.

Time Ranges/Calendar:

In the dialog box Time Ranges/Calendar all calendars available are listed. CP Calendar is a

calendar. Calendars are used with a CPA dial-in number. There is one Standard Start CPM for

each dial-in number. Time-based Start CPMs are possible for the states Closed or Break. The

time ranges for these states are defined using a Calendar which you can set when editing a

dial-in number for the CPA.

You can create a new calendar and edit or delete an existing calendar.

● To create a new calendar, click New.

● To edit or delete, select one of the calendars available on the list and then click the corre-

sponding button.

● When you delete a calendar, the calendar references and the optional time-based (Closed

or Pause) Start CPMs of all dial-in numbers are removed from all CPAs which use this cal-

endar.

Call Processing Application Assistant – Applicatio

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Introduction

Editing the Calendar:

In the dialog box Editing the Calendar you can edit an existing calendar. A calendar contains

one or more calendar entries. A calendar entry consists of a weekday (or Other days) and a

day definition. All existing calendar entries are listed. You can add calendar entries and edit or

delete existing calendar entries.

● To add a new calendar entry, click New.

● To edit or delete, select a calendar entry on the list and then click the corresponding button.

● You can use the Other days button to define a calendar entry for unlisted days.

● Push the Backbutton to go back to the previous page.

Editing other days:

In the dialog box Defining a Day Definition for Other Days, you can edit the day definition for

days which are entered without another condition. All existing day definitions are listed. Select

a day definition from the list.

● Push the Savebutton to save the modified data.

● Push the Backbutton to go back to the previous page.

Editing/Linking a CPM

Introduction

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44 HiPath Xpressions V3.0 Automated Attendant, User Guide

4 Example of a Call Processing Application

You want to create a sample application. This sample application plays the system greeting

twice, performs a timeout call transfer in another CPM and clears the connection after playing

the announcement for exiting the system, also via a timeout call transfer. Sketch of the sample

application:

4.1 Editing/Linking a CPM

After Create a Call Processing Mailbox, the page Editing the Call Processing Mailbox ap-

pears. The CPM settings are changed and linked on this page.

Editing the settings for the MAILBOX1 call processing mailbox:

● The Number of retries is set to 2. The system announcement "LISTENONLY" is selected

as the announcement to be played back. The value 5 is entered as the playback pause.

WELCOME

Timeout

Dial-in number

EXIT

Timeout

Release

Editing/Linking a CP

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Introduction

● Under Timeout Call Transfer Type and Timeout Call Transfer Destination, you can de-

fine what should happen during a timeout. The link is set as follows:

Call Processing Mailbox is selected as the type, and EXIT is entered as the destination.

● In this way, the call processing mailbox LISTENONLY plays the system announcement LIS-

TENONLY twice and transfers the call to the CPM EXIT after the timeout.

"EXIT" call processing mailbox:

● The Number of retries is set to 1. The system announcement "goodbye" is selected as

the announcement to be played back. The value 0 is entered as the playback pause.

● Release is set as the Timeout Call Transfer type. A Timeout Call Transfer Destination

is not permitted in this situation.

● In this way, the CPM EXIT plays the system announcement goodbye once and then termi-

nates the script.

Creating a CPA

Introduction

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46 HiPath Xpressions V3.0 Automated Attendant, User Guide

4.2 Creating a CPA

A new CPA called DEMOCPA is created via the CPAA.

4.3 Defining a CPA Start Point

The dial-in numbers and Start CPMs are set on this page. After creating a call processing ap-

plication, the page Adding a Dial-in Number appears.

Testing a CP

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Introduction

● Clicking New opens another page:

● After entering a Dial-in number, selecting a Default Start CPM and clicking Add, this Dial-

in number/Default Start CPM pair is added to the CPA.

4.4 Testing a CPA

After completing the CPA, it can be checked again. This can be done on the page Call Process-

ing Application by selecting the CPA and clicking Test.

4.5 Activating a CPA

After creating a call processing application using CPAA, it must be activated in Xpressions.

A call processing application is activated via the XPR monitor using the relevant system set-

tings in the Telematik APL (DlgApl or IsdnApl):

● Adding a Telematik protocol for the call processing application

–The User-defined E-script must be used as a template.

– The protocol should have the same name as the CPA.

Activating a CPA

Introduction

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48 HiPath Xpressions V3.0 Automated Attendant, User Guide

– Assign the E-script cpf.e to the Telematik protocol created.

– Set the application name via the script parameter:

–AppName=DEMOCPA

The exact name given within the CPAA must also be given as the application name for

the CPA to be activated.

Testing a CP

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Introduction

● Setting the number range for the Telematik protocol created

– The number range must contain the dial-in number(s) configured in the CPAA for the

call processing application.

4.6 Testing a CPA

● Select the CPA dial-in number.

● The system announcement welcome (= system greeting) is played three times.

● The system announcement goodbye (= exiting the system) is played three times.

● The connection is then cleared down.

Note that the exact structure of the dial-in number may differ slightly depending on the tele-

phone systems in use and the connection variants. In any case, the dial-in number given must

correspond exactly to the number which is transferred by the call processing function during a

call. For example, the number transferred always contains the dialed suffix digits; the

Xpressions450 server CO access or number, however, is not contained in many constellations.

Tes t ing a CPA

Introduction

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50 HiPath Xpressions V3.0 Automated Attendant, User Guide

A31003-S2330-B692-3-7619, August 2003

HiPath Xpressions V3.0 Automated Attendant

, User Guide Z1

Index

Index 0

Access protection 12

Alternative destinations 8

Attendant 36

Automated Attendant 1

Automated attendant console 1

Calendar 30, 42

Call Processing Application 1

activating 19

editing 27

testing 30

Call Processing Application Assistant 1, 23

Call Processing Basic Settings 19

Call Processing Description 1

Call Processing Function 1

Call processing mailbox 1, 3

editing 30

Call Transfer Trigger 4

Call Transfer Type 1, 4

CPA 1

CPA Calendar 30

CPAA 1

CPD 1

CPF 1

CPM 1

CPM type

"Listen Only" 32

"Listen/Respond" 33

Day definitions 40

Day/night switching 5

Default Fax Mailbox 19, 36

Deleting announcements 13, 39

Fax tone recognition 18

Language Settings 6, 27, 36

Listen Only CPM 3

Listen/Respond CPM 19

Menu CPM 3, 34

Replacing system announcements 13

Sample application 44

Scheduled Procedure 5

Start CPM 29

Statistics function 21

Switching 7

Testing function 11

Time ranges 40, 42

Uploading announcements 12, 38

Index

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Z2 HiPath Xpressions V3.0 Automated Attendant, User Guide

Reference No.: A31003-S2330-B692-3-7619

Printed in the Federal Republic of Germany.

BA 0803 1.0

Siemens Aktiengesellschaft

Issued by Information and Communication Networks

Hofmannstraße 51, D-81359 München, Germany

Subject to availability

Right of modification reserved.

*1PA31003-S2330-B692-3-7619*

1P A31003-S2330-B692-3-7619

The information provided in this document contains merely general descriptions or characteristics of per-

formance which in case of actual use do not always apply as described or which may change as a result of

further development of the products. An obligation to provide the respective characteristics shall only

exist if expressly agreed in the terms of contract.

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