BusinessPhone Communication Platform 6.0
Facilities

## Voice Message

## Definition

Voice message denotes any recorded message, digitally stored on the optional board VMU-D/-HD.

Six separately recorded voice messages can be assembled into one voice answer.

The sequence of voice messages in an assembled voice answer is determined via a command.

Voice messages are stored on VMU-D/-HD boards.

## Use

Recorded voice messages can be used in several contexts in ASB 150 02.

### Voice information

Prerecorded absence information with date and time, or information recorded by the user himself.

See also Information (263/155 34-ASB 150 02 Uen).

### Voice messaging

Message recorded by the user that is sent to a stated recipient.

See also Message System (341/155 34-ASB 150 02 Uen).

### OPERATOR answer

Recorded voice answer that is supplied each time the OPERATOR answers an external call.

Each OPERATOR can be assigned one voice answer.

See also Operator (380/155 34-ASB 150 02 Uen).

### Voice message for OPERATOR queue

A recorded voice message that is supplied after a programmable time to external callers if the OPERATOR is busy.

See also Operator (380/155 34-ASB 150 02 Uen).

### Queue message for ACD-queues

Two different voice answers can be recorded for each ACD-queue. The queue message may also state the expected waiting time or the position in the queue.

A voice message for each queue can also be supplied when an agent answers a presented call (greeting).

Additionally the individual greeting can be recorded for each agent. This voice announcement then will be played each time the agent persses the answer-key to answer an incoming call.

See ACD-voice Message (105/155 34-ASB 150 02 Uen).

### Telephone answering machine

Recorded voice answers can be assigned a directory number and be used as telephone answering machine for external or internal calls, for example for night service.

### Hotel wake-up

In hotel systems the guest can receive acknowledgement of an ordered wake-up time.

Also the ordered wake-up time can be recorded.

Both wake-up acknowledgement and wake-up message can be recorded in up to three different languages.

See Hotel Wake-up Facility (241/155 34-ASB 150 02 Uen).

### Voice message in conjunction with reminder

When an ordered reminder calls the ordering party and the latter answers, a recorded message can be played back.

The voice message is common for all reminders.

See also Reminder Service (442/155 34-ASB 150 02 Uen).

## Operation

Voice answer with directory number can be used for example as a telephone answering facility.

As these voice answers have directory numbers, calls can be night-switched or diverted to these messages.

When a call arrives a voice message will be repeated twice whereafter congestion tone is supplied.

## Capacity

The number of voice messages is limited by available capacity on the voice memory board VMU-D/-HD.

For storage capacity of each VMU-D/-HD for normal and high quality: see 1551-ASB150 02.

The number of voice messages with optional contents is limited to 32 on VMU-D and to 64 on VMU-HD.

Several VMU-D/-HD boards can be mounted, if expanded storage capacity is required.

For voice messages with optional contents these must be stored on one board.

Voice information and voice messages can be stored on an optional number of boards.

It is possible to store up to 16 general voice answers assembled into a single voice message.

## Limitations

Individual VMU-D/-HD boards can be programmed so that they can only be used for one of the following functions.

- Voice information
- Voice message
- Voice answer

The number of concurrent recordings/playbacks on a VMU-D/-HD board is limited to 16.

The feature “Individual greeting per agent” in the ACD-package asks the use of the VMU-HD because of the 255 voice announcements possible to be recorded in this feature.

A voice answer that is coupled to a directory number cannot be supplied to more than one caller at a time. It is essential therefore not to use long voice answers in conjunction with heavy traffic as this can lead to waiting times.

## Programming

### Voice answer with directory number

5408 |  | Create voice answer

4701 |  | Reference number for voice answer

4702 |  | Voice answer storage

6501 |  | Voice answer storage

### Voice answer for ACD-queue

4401 |  | Voice Announcements

3901 |  | First voice answer

3902 |  | Second voice answer

3826 |  | Individual greeting

4425 |  | ACD announcement 1-255

### Voice message for OPERATOR answer

4401 |  | Voice Announcements

4102 |  | Operator answer reference

### Voice message for OPERATOR-queue

4401 |  | Voice Announcements

4007 |  | Queue announcement reference

### Voice information

Record the voice messages in the following order:

The system connects the various voice messages automatically in accordance with command 4502 that states whether it is a matter of date or time.

4402 |  | Information

4403 |  | Months

4404 |  | Dates

4405 |  | Record hours 0-23, Language 1

4406 |  | 5 Minutes interval

4407 |  | Hours - language 2

4408 |  | 5 Minutes interval - language 2

4409 |  | Hours - language 3

4410 |  | 5 Minutes interval - language 3

### Hotel wake-up acknowledgement

Each wake up acknowledgement needs to be created with one voice answer for each language.

Hours and five-minutes periods for language one need only be recorded if this has not been done previously for information.

4401 |  | Voice Announcements

8009 |  | Language 1 for wake-up messages

8010 |  | Language 2 for wake-up messages

8011 |  | Language 3 for wake-up messages

8015 |  | Voice message reference 1 for wake-up acknowledgement

8016 |  | Voice message reference 2 for wake-up acknowledgement

8017 |  | Voice message reference 3 for wake-up acknowledgement

4405 |  | Hours

4406 |  | 5 Minutes interval

4407 |  | Hours - language 2

4408 |  | 5 Minutes interval - language 2

4409 |  | Hours - language 3

4410 |  | 5 Minutes interval - language 3

### Hotel wake-up message

Each wake-up message must be assigned a directory number to which a voice message is coupled.

Create directory numbers for the various messages:

4401 |  | Voice Announcements

4701 |  | Reference number for voice answer

8009 |  | Wake-up language 1

8010 |  | Wake-up language 2

8011 |  | Wake-up language 3

8012 |  | Wake-up answer anno 1

8013 |  | Wake-up answer anno 2

8014 |  | Wake-up answer anno 3

### Length and quality of voice answer with directory number

4307 |  | Voice answer quality

4301 |  | Max time for speech message

4303 |  | Max time for speech anno

4701 |  | Reference number for voice answer

4702 |  | Voice answer storage

4603 |  | Record announcements allowed?

### Name of call number to voice answer

See also Telephone Directory (481/155 34-ASB 150 02 Uen).

4401 |  | Voice Announcements

4402 |  | Information

4403 |  | Months

4404 |  | Dates

4405 |  | Hours

4406 |  | 5 Minutes interval

4407 |  | Hours - language 2

4408 |  | 5 Minutes interval - language 2

4409 |  | Hours - language 3

4410 |  | 5 Minutes interval - language 3

4425 |  | ACD announcement 1-255

1. Change to the programmnig mode and enter the command 4425.
2. Enter the reference number of the individual greeting anoumcement for the agent that has to use the same number as agent number during log-on procedure.
3. Press ENTER after entering the reference number.
4. Now you can start recording of the selected voice announcement; or you can play-back, erase an existing voice announcement.

## Equipment

The function requires one or more VMU-boards (MFU, VMU-HD).

Revision: D © Ericsson Enterprise 2004