• Editing Custom Services

• Custom Service Definitions

The Custom Services allow you to build a sophisticated automated attendant that can provide you 24 hrs a day 7 days a week telephone information service.

The custom service allow the caller to select such things as:

• Pre-recorded information
• Transfer to operator
• Transfer to extension
• Transfer direct to mailbox

This is done through the touch-tones on most modern telephones.

To select which custom service you wish to modify click on the Custom Service button on the Main Screen. The following screen will appear.

   Editing Custom Services

From the Custom Service screen select by clicking the custom service you wish to modify. Then click the Edit button. The following screen will appear.

In the description field enter a name for this custom service (eg: Product Sales). Select the Prompt Mode, Menu Repeat Cycle, Call Transfer Anytime and Wait for Second Digit options from the drop down boxes.

The Telephone Key Actions box is used to build the menu structure. Each key represents the key on the callers' telephone. When a key is pressed an associated action is performed.

Select the key you wish to configure from the tabs. Then from the drop down box select the action you wish to take place for this key. See the on-line help for details on each of the settings. When you are satisfied with the setting click OK. To exit without changing click the Cancel button.

   Custom Service Definitions:

Description: is used to represent what this Custom Service is providing.

Prompt Mode: Selects the language to use. There are three to choose from

• System: uses the system prompts recorded at the factory in English
• User 1: allows you to use another set of prompts recorded by the Message Manager which could be in another language.
• User 2: same as User 1 but another different set of prompts

Menu Repeat Cycle: option allows you to configure how many times the Custom Message for this service is played before the Key action None is activated. Select how many times the message is to be played from the drop down list.

Call Transfer Anytime: specifies where the call is transferred during the custom service top menu. Three options are available.

• Extension: The extension setting enables the caller to be transferred directly to the desired party by dialling the extension number.
• Mailbox: The mailbox setting enables the caller to leave messages in the mailbox by entering the mailbox number of the person to whom the caller wishes to leave a message.
• No: Deactivates the call transfer

Wait for Second Digit: is used to resolve the problem that the first digit of the extension is the same as one of the custom service menu choices. The Voice Mail will wait for a second digit for this amount of time. If this timer expires, the Voice Mail assumes that the caller wants to choose the menu and not to transfer the call. This parameter is only used if Call Transfer Anytime is set to Extension or Mailbox.

Telephone Key Actions Box: select the key for the action you wish to configure. Each key has the same selections with the exception of the None Action that has a reduced selection
The actions as defined below:

• Transfer to Mailbox: Allows the caller to leave messages in a specific mailbox. When this option is selected a mailbox number box is also shown. Enter the mailbox number that you wish a have the messages left in.
• Transfer to Extension: Allows the caller to be transferred to an extension. When this option is selected an extension number box is also shown. Enter the extension number that you wish to have the call transferred to.
• Operator: Connects calls to the operator. See Operator Settings for more information.
• Exit: Plays a final guidance message and disconnects the call. The Message Manager must record the message.
• Previous Menu: Allows the caller to access the previous Custom Service menu if programmed.
• Custom Service: Allows the caller to access another Custom Service if programmed. Select the Custom Service you wish to use from the drop down box that appears after this item is selected.
• Voice Mail Service: Allows the caller to access the Voice Mail Service.
• Call Transfer Service: Allows the caller to access the Call Transfer Service.
• Subscriber Service: Allows the caller to access the Subscriber Service. Available only when calls are from the Subscriber
• Department Dialling : Transfers the caller to the Department Dialling Menu.
• Dial by Name: Lets the caller transfer to an extension by dialling the first three or four letters of the extension owners last name.
• Repeat Menu: Repeats the Custom Service Menu message once.
• Main Menu: Lets the caller return directly to the top Custom Service Menu.
• Fax Transfer: Enables the caller to send a fax message to the appropriate extension that is a fax machine.