Record the conversation
CUSTOMIZABLE SYSTEM PROMPTS
As part of the installation process, you have the option to
re-record standard system prompts, in the event you want to
customize them.
DIRECTORIES AND
DIAL-BY-NAME
Alphabetical directories allow callers to easily search for
individual extensions or mailboxes, through the use of touch-tones.
Callers can get individuals by using the touch-tone pad to spell
last names or first names. The system can be configured to announce
the mailbox number to the caller or keep it private, when privacy is
an issue.
FAX TONE TRANSFER
The fax tone transfer feature automatically transfers calls to a fax
machine when an incoming fax tone is detected. Dedicated fax lines
normally carry a monthly charge to send and receive faxes. Now with
the fax tone transfer feature you can eliminate the monthly charge
and let the Key Voice system direct incoming faxes to a fax machine,
saving you hundreds of dollars or more per year in dedicated fax
line charges.
GREETINGS
System voice greetings, which are used to greet callers, can be
configured to automatically change based on times specified for
regular business hours (including morning, afternoon, and evening),
after hours, and holidays. The greetings can be recorded on-site or
remotely. Greetings can also be recorded in up to 9 languages and
can be used in Audiotex applications to provide information to
callers without human intervention. The setup process is made simple
and understandable through clever pop-up menus and a clear, concise,
logical design.
GREETINGS BY PORT/TRUNK
Using the greetings by port or greetings by trunk feature, you can
have the system answer calls for certain individuals, functions, or
departments with specific greetings you designate.
MULTILINGUAL CAPABILITY
Key Voice systems are capable of processing calls in up to 9
languages simultaneously. At the start of the call, callers are
asked to choose from a menu of languages. From that point throughout
the call, the caller hears all prompts in the selected language.
TDD COMPATIBILITY
Key Voice systems are capable of processing calls made with
Telecommunication Devices for the Deaf (TDDs). The system simply
treats tones generated by TDDs as a second language. To set up the
system for TDD support, you simply enter TDD system prompts using a
TDD.
PA SYSTEM CALL ANNOUNCE CAPABILITY
Key Voice systems are capable of receiving a call, placing it on
hold, and connecting to an internal or overhead paging system to
announce the call. This feature may be very useful in large
warehouses, freight loading areas, or anywhere employees are
frequently away from their telephones.
TIME/DATE ANNOUNCEMENTS
The system can, as part of an announcement, voice the time and/or
date at almost any point in the call.
AUTO MESSAGE FORWARD
The auto message forward feature automatically forwards messages
that have not been listened to after a specified amount of time to a
predetermined mailbox
CALL BLOCKING
Call blocking serves as a "do not disturb" feature when
subscribers want calls to go directly into their mailbox without
ringing their extension.
CALL FORWARDING
Call forwarding allows subscribers to have the system automatically
transfer their calls to another extension or phone. This feature
ensures that important calls receive prompt attention, either by
another subscriber, who was designated to receive the forwarded
calls, or by the subscriber, who set up the system to send the calls
to a location other than his/her usual extension.
CASCADING MESSAGE DELIVERY
Cascading message delivery allows the system to call up to 5
different on-premise or off-premise telephone numbers whenever a
message is received in the subscriber's mailbox. Message delivery
can be set to operate on one of 6 different schedules, so even
subscribers whose daily activities change from day-to-day can have
the system reach them with messages.
DISTRIBUTION LISTS: GROUP BOXES
System supervisors can use the Group Box feature to easily create
general distribution lists. A distribution list is a custom list of
mailboxes that belong to subscribers who often must receive the same
message. Any subscriber can send a message to a Group Box, which
then distributes the messages to all mailboxes listed in it.
Messages you send to a Group Box can be distributed immediately or
at a future time you designate. You may also request confirmation,
and the system will let you know who received the message and when
they received it.
DISTRIBUTION LISTS: PERSONAL LISTS
Each subscriber can create and store up to 4 distribution lists with
up to 20 mailboxes on each. This allows the subscriber to
efficiently send one message to a certain set of subscriber
mailboxes he/she defines. Each personal distribution list can be
accessed and altered only by the subscriber who created it, not by
other subscribers on the system.
FUTURE DELIVERY
Subscribers can schedule messages to be sent to themselves or to
other subscribers up to a year in advance. Simply specify a future
time date, hour, and minute that the message is to be delivered.
Future delivery is particularly useful as an automated reminder
system that prevents subscribers from forgetting to relay messages.
GUEST/CLIENT MAILBOXES
Guest mailboxes with limited access to system features can be set up
easily on the system. Using this feature, you can allow people or
businesses who are associated with your business, but who do not
have a telephone assignment, to have a voice mailbox on the system.
This is particularly useful in sales environments, or where people
work remotely.
MAILBOX DEFAULT OPERATORS
The system allows system supervisors to designate a different
operator for each class of service. If a caller presses 0 when asked
to record a message, the call is transferred to the default operator
for that class of service. By designating default operators by class
of service, you can make operator service more accommodating for
callers. If one class of service is set up for all mailboxes in a
particular department, for example, the default operator for the
class of service could be the department administrator, instead of
the company receptionist.
MESSAGE CONFIRMATION
The system can provide the date and time a recipient listened to a
message. It also informs the recipient that the sender will be
notified that the message has been listened to.
MESSAGE INFORMATION
Message information voices to subscribers that date and time each
message was received in their mailbox.
MESSAGE REWIND/PAUSE/FAST
FORWARD
The system allows subscribers to rewind, fast forward, or pause
messages during playback.
MESSAGE WAITING LIGHTS
The system lights message waiting lamps to signal subscribers that a
message has been received in their mailbox. This capability is only
available with appropriately equipped telephones. Certain telephone
systems also integrate with Key Voice systems to show the number of
new messages in the telephone's display area.
MULTIPLE MESSAGE CAPABILITY
The system allows a user to record one voice message and send it to
as many subscribers as needed.
NEW USER TUTORIAL
A user-friendly tutorial helps subscribers set up their mailboxes by
prompting them to record certain greetings and by automatically
adding their names to the Dial-by-Name directory.
PAGER NOTIFICATION
The system can automatically page subscribers when they receive
messages in their mailboxes, and it accommodates 3 different paging
options: Relay paging prompts callers to enter a number and
transmits that number to the subscriber. Voice paging allows callers
to record a message, which is subsequently played to the subscriber
being paged. Standard notification simply alerts subscribers when
they receive new messages in their mailbox.
PERSONALIZED VOICE GREETINGS
Key Voice systems feature several voice greetings recorded by each
subscriber. These prompts include a name prompt and up to 10
personal greeting prompts. The new user tutorial walks new
subscribers through recording these prompts when they first call in.
RECOVER ACCIDENTALLY DELETED
MESSAGES
Subscribers can recover messages that they mistakenly delete during
the current session.
REPLY TO SENDER
Subscribers can review a message then choose to transfer directly to
the sender's mailbox to leave a reply---all at the touch of only two
keys.
SEND A MESSAGE COPY
Once a subscriber listens to a message, he/she can choose to send
the message on to another subscriber on the system, with or without
adding comments to the beginning or end of the message.
SENT MESSAGE EDITING
A subscriber can delete a message he/she previously sent to another
subscriber's mailbox, as long as the recipient has not yet listened
to the message.
SKIP GREETING MESSAGE
Your system is set up to skip greetings when the caller presses the
1 key. If a caller does not want to listen to the entire greeting,
he/she may skip it and go directly to the mailbox to record a
message immediately.
SKIP MESSAGES
The skip message feature allows a subscriber to skip a new message
while listening to it. The skipped message is automatically saved in
the old message category.
SUBSCRIBER OUTBOUND CALLING
After accessing his/her mailbox, a subscriber can have the system
place a call to an outside telephone number. Using this feature,
subscribers who call into their mailbox from a pay phone, for
example, can make outbound calls through the Key Voice system.
Additional controls allow system supervisors to restrict the area
codes and phone numbers a subscriber can call when placing an
outbound call through a mailbox.
TRANSFER TO SENDER
Transfer to sender enables the recipient of a voice message to
immediately transfer, live, to the sender's extension. This feature
may depend upon telephone system capabilities.
URGENT MESSAGES
A caller or subscriber can tag a message as urgent. Urgent messages
are placed at the top of the recipient's new message queue.
Depending on a Mailbox's set up, these messages may also be handled
differently than regular messages. For example, subscribers may have
their mailboxes configured to page them when urgent messages are
received.
PRIVATE MESSAGES
Subscribers can tag messages as private. Private messages can only
be listened to by the recipient, they cannot be forwarded.
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SUPERVISOR FEATURES
BROADCAST MESSAGE
CAPABILITIES
The broadcast message feature allows system supervisors to easily
send a message to all mailboxes on the system.
CALL LOG AND MONITOR
The call log feature provides a detailed record of system activity,
specifying the line used, call type (inbound, outbound, etc.), date
and time the call started, time the call ended, number dialed,
outcome of the call (busy, completed), and list of all system boxes
involved in the call (up to 99). The monitor feature provides
specific detail on a port-by-port basis.
CENTURY COMPLIANCE
Key Voice Corporate Office and Small Office software versions 8.2
and higher are century compliant and will accommodate the transition
into the year 2000 (and after) with no necessary adjustments.
CLASS OF SERVICE PROGRAMMING
The system supervisor can define up to 8 different classes of
service. Each class of service contains a list of parameters that
control a specific mailbox owner's access to system options and
special features (such as long distance out-calling and number of
lines allowed to queue). You assign one of the classes of service
you set up to each mailbox you create on the system. If you want to
change a particular group of mailboxes' access to a certain
feature---for example, you decide to permit call queuing for all
mailboxes assigned class of service 3---you modify only the class of
service screen, and all mailboxes assigned that class of service
number are automatically updated.
CONTEXT-SENSITIVE HELP SCREENS
Clear, concise help screens are provided during system set-up. These
screens are very helpful as you initialize or revise the system
parameters to meet your changing business needs. Have a question?
Just press 'F1' for help.
DATABASE LOOKUP
The system can match caller dialed digits to a DOS text (ASCII)
file. The contents of the text file then tell the system how to
route the call. For example, you can use the database lookup feature
to prompt callers to enter their Zip Codes, then route the call to a
regional sales person, based on the Zip Code entered.
DATABASE LOOK UP MACRO
PROGRAMMING
One of Key Voice's most unique features is its ability to capture a
sequence of touch tone or key stroke inputs in a simple ASCII text
file, which can be invoked as a macro to quickly make system changes
at any time. For example, suppose you are off-site and want to
change your greeting for tomorrow.
In a typical call processing system you would follow
these steps:
- Dial the Auto Attendant
- Enter the primary voice mail access code
- Enter your mailbox number
- Enter your password
- Enter the code for the Options Menu
- Select "Change my Greeting"
- Speak at the tone
Using a Key Voice Macro, you simply:
- Dial the Auto Attendant
- Enter your Personal Macro Code
- Speak at the tone
Key Voice's macro programmability is a prime example of
the system's ability to be customized to meet your specific needs
and applications. The Key Voice macro example discussed above
requires less than 2 minutes to program.
LINE GROUPS
System supervisors can limit outbound calls (made for activating
message waiting indicators, pager notification, message delivery,
etc.) to certain system ports. Ports can be placed into one,
several, or none of 4 line groups, and each line group can then be
limited to certain types of outbound calls. Line groups allow you to
control how system ports are used, so the system can process calls
most effectively for your unique environment.
MAILBOX DUPLICATION DURING
SETUP
Key Voice systems allow the system supervisor to set up a default
mailbox specifying many set-up parameters, including which features
the mailbox owner will have access to, then duplicate that mailbox
as many times as necessary. The supervisor can than make any
modifications to the generated duplicates, such as entering the
owner's name, etc.
ROUTING BOX ARCHITECTURE
Routing Boxes function like a built-in, touch-tone programmable
application generator for creating customized call handling
applications. Using Routing Boxes you can create multi-level voice
menus within the system, either from the automated attendant or from
individual or departmental mailboxes. Unlike most voice processing
systems that require programmer-level technical knowledge for
creating menu selections, Key Voice systems treat application menus
with the simplicity of any other mailbox, allowing system
supervisors to easily administer menus and call flows in a matter of
minutes. This very unique design is particularly useful for
customizing messages and call routing to meet specific business
needs.
ENHANCED INTERFACE WITH SMALL
AND CORPORATE OFFICE NT
Graphical icons, radio buttons, slide bars, tabbed pages, and other
Windows NT interface features maximize screen clarity. These
ease-of-use enhancements help you move through the program to
accomplish the task at hand even faster and more efficiently than
ever before.
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ADVANCED FEATURES
ACD BOX
Key Voice's ACD Box provides departmental automatic call distribution
for phone systems that do not have hunting abilities. The caller
selects a department, then the system hunts for an available extension
in that department until it finds one that is not busy. The caller
reaches a live person quickly, after making only one selection.
The Customer Service box can perform uniform or top down
distribution to meet the call distribution needs of each department.
Uniform distribution keeps extensions equally busy; top-down
distribution transfers calls to the same extensions in the same order,
keeping those at the top most busy. The system can also queue calls by
department, playing up to 6 different queue announcements to a holding
caller.
ACCOUNT NUMBER BOX
By routing calls to an Account Number Box, you can have the system
collect an account number (or social security number, phone number,
etc.) one time from callers, then tag that number to the call. The
system can then append the number to messages left by the caller, use
the number in IVR applications, use it during Question Box data entry
sessions, and store it in the call log.
INTERVIEW / QUESTION
CAPABILITY / ORDER ENTRY
Key Voice systems have a unique Question Box that can be set up to ask
callers a series of questions. Answers are recorded electronically and
stored for future processing or analysis. This feature is particularly
useful for services such as on-line job inquires, surveys, or remote
reporting of job status, where responses to job-related questions can
be recorded. The system also has the ability to capture callers' DTMF
input and process the digits in ASCII format. This provides an
excellent way of taking orders and printing data in a desired output,
or even saving data to a file to be processed in a batch mode.
