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User Guide
HiPath Xpressions
Unified Messaging
Automated Attendant
s
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.
A31003-S2330-B692-3-7619, August 2003
HiPath Xpressions V3.0 Automated Attendant, User Guide
03
Contents
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
A31003-S2330-B692-3-7619, August 2003
HiPath Xpressions V3.0 Automated Attendant, User Guide
1
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
A31003-S2330-B692-3-7619, August 2003
2 HiPath Xpressions V3.0 Automated Attendant, User Guide
Call Processing – System Overview
Call Processing Mailbo
x
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HiPath Xpressions V3.0 Automated Attendant, User Guide
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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
s
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HiPath Xpressions V3.0 Automated Attendant, User Guide
5
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
g
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HiPath Xpressions V3.0 Automated Attendant, User Guide
7
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
… 7 …

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