MagiCall Administration Manual

Administrator Manual
IMPORTANT
MITRATECH SHALL NOT BE LIABLE FOR TECHNICAL OR EDITORIAL ERRORS OR OMISSIONS CONTAINED HEREIN NOR FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM THE FURNISHING, PERFORMANCE OR USE OF THIS MATERIAL. It is the policy of M-Tech to enforce any and all rights relating to protection of this information. The information contained in this manual is proprietary in nature and may not be reproduced, copied, or divulged in whole or in part without the prior written consent of M-Tech. This manual has been provided pursuant to the terms of a contract or confidentiality agreement. Unauthorised distribution or disclosure of this contents is a violation of that contract or agreement and persons so doing may be liable for penalties as provided by law. Copyright 1997 M-Tech. IBM is trademark of International Business Machines Corp. MS-DOS and Windows 95 are registered trademark of Microsoft Corp.

Contents
Features Call Path Main Loop Table PATH Table EXTNUM Table MBX Table GREET Prompts Installation Parameters 3 6 7 8 13 17 19 20 21

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FEATURES
1. General a. Two different operating modes can be defined in a flexible way : day mode (office hours) and night mode (including special holiday greetings such as new year, etc). Working days and working hours can be defined easily. Support nine different languages. Integrated voice mail, audiotext and fax-on-demand in a single system. MagiCall can be easily configured as an automated attendant only, voice mail-only system or audiotext-only system or fax-on-demand only system. The configuration can be different from one channel to another. Easily expandable to support a customized system. Connected to any type of database, MagiCall can be converted to any voice response system such as billing info. Nice Windows Works Station graphical user interface. Programmable.

b. c.

d. e. f. 2.

Automated Attendant a. b. Support blind or supervised transfer. Busy or unanswered call can be processed independently. Using this feature, MagiCall can be programmed to route all busy calls to voice mail and all unanswered call to operator. c. Call screening fature allows the called number to only accept certain calls and route the unwanted calls to voice mail system. d. Support department dial by feature. e. Can work with virtually any PBX. Audiotext a. b. c. d. Audiotext can be defined up to any depth. Prompts can be added, modified or deleted to fit any demand. Any modification can be done simply using any reguler touch tone phone device. Audiotext menu can be defined easily.

3.

4.

Voice Mail a. b. c. d. e. f. g. h. i. Handle up to 10.000 mailboxes. Personal greeting. Send messages or forward received messages to other mailboxes. Mailing list. Time stamp for all received messages. Password protected. The Messages Aging feature allows read voice messages to be deleted automatically after a certain predefined number of days to provide more spaces for incoming calls. Limited or unlimited voice messages per mailbox. Messages can be retrieved from any simple touch-tone phone, internally or from anywhere outside the office. 2

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j.

k.

Whenever the PABX supports in-band signallling, the voice mail system can be programmed to take messages from any unanswered or busy calls. Therefore, internal voice mail can be implemented easily. For same phone systems which are equipped with message waiting indicator (MWI), MagiCall can notify the owner of the mailbox of an incoming message by turning on the MWI light on his/her phone or by Email. The notification can be using voice channel or serial port.

CALL PATH
The call path is the path that MagiCall will take when there is an incoming call. MagiCall is a data driven system, this path is variable and depends on the contents of the database and other parameters affecting the operation of MagiCall. The normal call path is given below : 1. After certain predefined number of rings is detected on a given line, the line is brought off hook. 2. MagiCall will insert a pause during a certain predefined time (in seconds) before starting the first greeting. It is useful in an environment where MagiCall is connected to a special port of PBX (usually called voice mail port) which will automatically sends digits to the receiver after the call is answered. Define the lenght of pause such as it is equal or greater than the delay between the time the call is answered and the timeof the transmission of the first digit. After the delay MagiCall will play the time greeting according to the language and the time of the call. After playing the welcome greeting MagiCall will then enter the main loop and work in function of the contents of the database.

3. 4.

MAIN LOOP
The heart of MagiCall is located in this component : Main Loop. The Main Loop is controlled by a special table called PATH. The complete name of the table is PATH.DBF and it is in encoded in FoxPro format. The index of this table in kept in PATH.CDX. MagiCall uses this table to determine the action to take in function of user input. With this table MagiCall can be programmed to do the following job : Automated attendant transfer call to an extension number. Audiotext play a message to the calling party. Fax-On-Demand send the requested document to a fax machine. Voice Mail mailbox. calling party can leave a message to a mailbox, or retrieve messages from his/her

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Hangup the call MagiCall can be told to disconnected the current call. Administration module to add/modify/delete prompts. Other additional features such as Billing Info can be easily integrated to MagiCall.

TABLE PATH
Table PATH defines the way of MagiCall to interact in function of user input. This table has the following fields :
# 1 Field Name ID Type C Len 12 Remarks The number that the calling party will dial or the identifier of this entry or record. Flag indicating the validity of this entry during the office hours (day time) Flag indicating the validity of this entry during the lunch hours Flag indicating the validity of this entry beyond the office hours (night time or holidays). The type of this entry/record. The name of the message to play or the document to send by fax. Indicates the following ID where MagiCall must evaluate after processing this entry, or The extension number to dial to reach the called party during a call transfer, or The maibox number in case of leaving/retrieving message to/from the voice mail. Remark For Dial Foreign Exchange Only

DAY

3 3

BREAKTIME NIGHT

C C

1 1

4 5 6

TYPE FILE NAME NEXTID

C C C

1 8 12

7 8

REMARK PARENT

C C

40 12

The following paragraphs explains the meaning of each field in detail in function of the field TYPE. When the field is marked with required, then this field must be filled with a legal value. Optional means the field can be left empty. Ignored means this field should be left empty. 1. ID (required) : The number that the calling party will dial or any string of characters to identify the entry in a unique way. Special case when the calue of this field is equal to : a. [X]TIMEOUT : the entry indicates action to take when the calling party do not enter key during a maximum wait time after playing a menu X, for example for menu MAIN, the timeout would be MAINTIMEOUT. Timeout handling can only be done one. Twoconsecutive timeout will always terminate the call. In some cases where the PBX does not generate disconnect tone when the calling party hangs up the phone, MagiCall can close the connection correctly. MAXERR : the entry indicates action to take when the calling party has made more than the allowed invalid entry.

b.

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2.

DAY (required) : The flag indicating whether trghis entry is valid during office hours. The value can be one of the following : a. b. 0: invalid entry during office hours 1: valid during office hours

3.

NIGHT (required) : The flag indicating whether this entry is valid beyond office hours. The value can be one of the following : a. b. 0: invalid entry beyond office hours 1: valid beyond office hours

4.

TYPE (reqired) : It defines the type of this entry. It can take one of the following values : a. 0: This indicates a call transfer. Calling party should be transferred to another number. Related fields are NEXTID. FILENAME is ignored . i. NEXTID (optional) : When it is not empty, it indicates the number to dial to reach the called party. If it is empty, the number to dial is assumed equal to the content of the field ID. b. 1: When this entry is evaluated by MagiCall, the system will switch the language. MagiCall supports two languages. Related fields are NEXTID. FILENAME is ignored. i. NEXTID (required): The next entry which MagiCall should evaluate after switching the language.

c.

2: This entry tells MagiCall to play a message. Related fields are FILENAME and NEXTID. i. FILENAME (required): the name of the prompt to play. When the system cannot find this file, it spells the name of the file. NEXTID (optional): The next entry which MagiCall should go after playing the message. When it is empty, the entry is assumed to be a menu and if caller pressed a dtmf key, MagiCall will concatenate the value of this entry with the entered dtmf to form a new entry to evaluate. For example, if during a menu MAIN caller presses 1, MagiCall will then evaluate the entry MAIN1. If it is not found then it is assumed that caller has entered an invalid key.

ii.

d.

3: This entry tells MagiCall to send a facsimile document and hang up the call afterward. Related field is FILENAME.NEXTID is ignored. FILENAME (required): the name of the file to send. The file must bear the extension.TIF. When the system cannot find this file, it hangs up the call directly. 4: This entry tells MagiCall to to activate voice mail system to let the calling party to leave a message in a mailbox. Related field is NEXTID.FILENAME is ignored. i. NEXTID (optional): the mailbox number. If it is empty, system will inquire the calling party to enter this number. i.

e.

f.

5: This entry tells MagiCall to to activate voice mail system to let the calling party to retrieve messages from his/her mailbox. i. ii. Related field is NEXTID. FILENAME is ignored. NEXTID (optional): the mailbox number. If it is empty, system will inquire the calling party to enter this number.

g.

6: This entry tells MagiCall to go to another entry. Related field is NEXTID. FILENAME is ignored. 5

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i. h. i.

NEXTID (required): The entry where MagiCall should go.

7: This entry tells MagiCall to hangup the call. NEXTID and FILENAME are ignored. 8: This entry tells MagiCall to activate the administration module. Calling party can then modify the prompts remotely by phone. The field ID is often used to indicate the password to activate this module. NEXTID and FILENAME are ignored. 9: This entry tells MagiCall to activate an external or additional module. Related fields is FILENAME. NEXTID is ignored. i. FILENAME (required): contains the name of the external module to be activated. A: This Entry tells MagiCall to play Foreign Exchange information. Related fields are FILENAME, NEXTID and PARENT. i. FILENAME (required): contains the name of the Currency Code and followed by type of currency (e.g : BN:Bank Notes; TT:Telegraphic Transfer; BI:Bank Indonesia). Format : [ccc]-[dd] ccc : Currency Code dd : Type of currency Example : USD-TT USD-BN ii. iii.

j.

k.

for US Dollar Telegraphic Transfer for US Dollar Bank Notes

NEXTID (required): The entry where MagiCall should go. PARENT (required): The base of currency (currency converted by)

5.

REMARK (optional): User can fill this field with any comment to ease the reading.

TABLE EXTNUM
Table EXTNUM contains the list of valid extension and the spesification of each extension. It has the following fields :
# 1 2 Field Name EXTNUM XFERMODE Type C C Len 6 1 Remarks The extension number. Specifies the method of transferring a call. Call transfer can be done using either blind transfer method or supervised method. Defines the action when the called party is busy during a call transfer.

BUSY

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ALTBUSY

RNA

ALTRNA

MBXNUM

REMARK

40

The calling party will be routed to this alternative number when the called party is busy. Defines the action when the called party does not answer the call during a call transfer. The calling party will be routed to this alternative number when the called party does not answer the call. The mailbox number associated with this extension number. Remark

The following paragraphs explain the meaning of each field in detail. When the field is marked with required, then this field must be filled with a legal value. Optional means the field can be left empty. Ignored means this field should be left empty. 1. EXTNUM (required) : A string of maximum 6 digits that forms a valid and existing extension number. The length of each extension does not need to be equal. XFERMODE (required) : It indicates the method used to transfer a call. It can take one of the following values : a. 1: MagiCall transfer the call using blind transfer method. MagiCall puts the calling party on hold, dial the extension number and hang up the phone. Calling party will then be transferred to the destination. He/she will hear eather a ring back tone, busy tone or reorder tone depending on the state of the destination number. Since no call progress analysis is done, MagiCall cannot offer any alternative path to the calling party when the destination is busy or does not answer. Blind transfer method is usually used to transfer a call to a never busy extension such as operator. The fields BUSY, ALTBUSY, RNA, ALTRNA and MBXNUM are ignored. 2: MagiCall supervises the call progress during the transfer. When the called party answer, MagiCall will hang up the phone and therefore connect both parties. When either the called number is busy or does not answer the call, MagiCall can be programmed to offer the calling party with some alternatives.

2.

b.

3.

BUSY (required) : It determines the action to take when the called party is busy. It can take the following values : a. 0: The dafault system behavior. The default behavior is to offer the caller to leave a message or type in another extension number. 1: Redirect calling party to leave his message to the mailbox of the called party. The mailbox number is indicated by MBXNUM. i. ii. c. ALTBUSY (ignored)

b.

MBXNUM (optional) : the mailbox number owned by the called party. If it is empty, the extension number of the called party will be used as mailbox number. 2: Dial another extension number as indicated by ALTBUSY. i. ALTBUSY (reqired): it contains the new extension number which has to be dialed.

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ii. d.

MBXNUM (ignored)

3: The system behavior. The behavior is to offer the caller to leave a message or type in another extension number.

4.

RNA (required): It detemines the action to take when the the called party does not answer the call. It can take the following values : a. 0: The default system behavior. The default behavior is to offer the caller type in another extension number. 1: Redirect calling party to leaves his message to the mailbox of the called party. The mailbox number is indicated by MBXNUM. i. ii. ALTRNA (ignored) MBXNUM (optional): the mailbox number owned by the called party. If it is empty, the extension number of the called party will be used as mailbox number.

b.

c.

2: Dial another extension number as indicated by ALTRNA. i. ii. ALTRNA (required) : it contains the new extension number which has to be dialed. MBXNUM (ignored)

d.

3: The system behavior. The behavior is to offer the caller to leave a message or type in another extension number.

5.

REMARK (optional) : User can fill this field with any comment to ease the reading.

TABLE MBX
Table EXTNUM contains the list of valid extension and the spesification of each extension. It has the following fields : # 1 2 3 4 5 Field Name MBXKEY DESC ACTIVE LANGUAGE CHECKPWD Type C C C C C Len 2 20 1 1 1 Remarks The mailbox number Description of mailbox Activate code of Mailbox. Legal values are 0 or 1 Language code. Legal values are 0 or 1 Check password for enable/disable password. Legal values are 0 or 1 Password of Mailbox

PWD

The following paragraphs explain the meaning of each field in detail. When the field is marked with required, then this field must be filled with a legal value. Optional means the field can be left empty. Ignored means this field should be left empty. 1. EXTNUM (required) : A string of maximum 6 digits that forms a valid and existing mail box number. 8

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2. 3.

DESC (optional) : User can fill this field with any comment to ease the reading. ACTIVE (required) : It indicates the mail boxes active or not active. It can take one the following values : i. ii. 0 : The mail box is not active 1 : The mail box is active

4.

LANGUAGE (required) : It indicates the mail box Language. Each user of mail box can be choose the language. It can take one the following values : i. ii. 0 : For Indonesia langugage 1 : For English language

5.

CHECKPWD (required) : It is flag when caller access the mail box. It can take one the following values : i. ii. 0 : The password is enable. 1 : The password is disable.

6.

PWD (required) : A string of maximum 4 digits., The default of password for mailbox is 6666.

TABLE GREET
This table defines the time greeting for each hour and each language. There are 48 entries defined to support two languages and 24 hours for each language. These entries can not be deleted and can only be modified. Table GREET has the following fields : # 1 Field Name HOUR Type C Len 2 Remarks Hour expressed in HH format. Values can be 00, 01, ..., 23. Language code. Legal 9

LANG

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PROMPT

values are 0 or 1. The name of the prompt containg the time greeting for the time and the language.

PROMPTS
MagiCall has three kind of message files or prompts : System: this type of prompts is required by MagiCall. MagiCall cannot work properly when one of this prompt is missing. The location of these prompts is under the directory PROMPTS. Users can always modify the content of these prompts to fit their needs, however users cannot add new prompts or delete the existing prompts. System prompts include prompts of the following modules : Attendant Voice Mail Administration Additional module : : : : the name of these prompts start by 1XXX the name of these prompts start by 2XXX the name these prompts start by 4XXX the name prompts can take any values and depends on the circumstances.

Audiotext : this type of prompts is only required by MagiCall to play the message as indicated by the table PATH. Users can modify the content of these prompts to fit their needs and in addition, they can also add new prompts or deleting the existing ones. The location of these prompts is under the directory ODIOTEXT. Users can always modify the content of these prompts to fit their needs. The name of these prompts can be anything as long as they are composed of string of digits. Dictionary : this type of prompts is used to play number, date and time. It is not common to modify these prompts.

INSTALLATION PARAMETERS
MagiCall is built on top of REKOLL, a very powerfull general purpose call processing software and DIALOGIC, call processing add-on cards. During the installation, REKOLL and DIALOGIC themselves need to be configured properly. Refer to the related document to install these components.

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MagiCall has several paramters that also need to be configured properly during the installation. Use the section 0 = Setting of script MagiCall of the configurator program (CONFIGN.EXE) to modify these parameters.

The are two types of MagiCall parameters : global parameters and local parameters. Global parameters affect the behavior of MagiCall globally (for each channel) and local parameters only affect each channel independently of each other. 1. GLOBAL PARAMETERS: a. General parameters:

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i. ii.

Default language: MagiCall support two diffrerent languages : English and Indonesian. Max consecutive retry: the maximum tolerance that MagiCall has accept when callers make an invalid entry in a menu. Callers are requested to retry until the maximum attempst is reached. Wait time for inband signaling: When in-band signaling is used to leave messages to a mailbox, this parameter tells MagiCall the maximum duration the system has to wait for incoming dtmf.

iii.

b.

iv. Module MCI: Default 0 (none) Automated Attendant :

i. Action to do: when it is set to 1, Auto Attendant is enable, if its set to 0 : auto Attendant is Disable ii. the first dtmf input iii. iv. Max timeout for interval dtmf input Max counter of invalid exension number 12 Max timeout for

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v. vi. vii. viii. ix.

If max timeout MagiCall will be transfer to operator (set to 1) or hangup (set to 0) If max invalid MagiCall will be transfer to operator (set to 1) or hangup (set to 0) Operator extension number for day mode Operator extension number for nigh mode One touch dtmf for transfer to operator

c.

Voice Mail: parameters affecting the operation of the voice mail module.

i. ii.

Length extension: the lenth of the extension Menu listen: set this parameters to 1 if the voice mail has to play the option menu between listening messages in mailbox. Otherwise, received messages are played without any pause and mailbox owner has to press a key (see following) to get into the menu. Menu after recording the message: set this parameters to 1 if after recording the message to play menu for the confirmation the recording. Key Menu: the hot key to get to the menu while listening for incoming messages. Maximum Record Time: the maximum duration in seconds for recording messages. Minimum Record Time: the minimum duration in 1/10 seconds for a message considered valid. This minimum duration is only checked if the caller hangup the phone while leaving a message. This parameter is usefull if a caller does not want to leave a message by hangup the phone but the voice mail can record the noise made by the handset hangup. Maximum Messages: the maximum messages a mailbox can contain. Message Aging: MagiCall will delete the old messages that are older that this parameter (in days).

iii.

iv. v. vi.

vii. viii.

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d.

Message Waiting Indicator (MWI) :

i. Enable Flag: enable the MWI feature. ii. Polling Interval: If it is set to X then the MWI module will poll incoming message every X seconds. iii. Polling Channel: The channel that that will be used to poll incoming messages. iv. RS232/Voice: use serial port or voice port to send MWI commands. v. name of the MWI spool commands. vi. vii. viii. Turn On MWI: the command to send to turn on the MWI of a given extension. Turn Off MWI: the command to send to turn off the MWI of a given extension. Delay between two commands : the delay in seconds between two MWI commands transmissions. Trailing command: the command to send after each MWI command transmission. RS232: when RS232 is used as signalling media, complete these parameters. Spool Directory : the

ix. x.

2.

LOCAL PARAMETERS : There is only one local parameter for MagiCall.

a. Type-Ahead Key: Each channels can be configured so that whenever there is an incoming call detected on the line and the channel is brought off hook, MagiCall will behave as if the calling party has entered a string of dtmf keys in advance. This is very useful in some cases where some channels will be dedicated to do specific tasks such as audiotext. When the phone is answered, the calling party will jump directly to the audiotext menu without passing through automated attendant menu.

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