Differences Between The Dx-80 Hard Drive Voice Mail And An External Small Office Vp System - Comdial DX-80 Manual

DX-80 H
Differences between the DX-80 Hard Drive Voice Mail and an External Small
Office VP System
There are several key differences between the DX-80 Hard Drive Voice Mail and an external
Small Office system:
1. The on-screen display showing the number of messages per mailbox is not available on
the DX-80 Hard Drive Voice Mail.
2. The DX-80 has built-in UCD capability. A UCD group can be set up, and calls can be
routed to the UCD group without any involvement from the Voice Mail. This is
completely separate and distinct from the ACD provided on Voice Mail.
When a call is sent to a DX-80 UCD group and all agents are busy, the DX-80 will queue
the call, waiting for an agent to become available. When an agent becomes available, the
DX-80 will send the call to that agent, causing his/her phone to ring. The Voice Mail is
not involved at all. (In fact, there does not have to be a Voice Mail on the system.)
When the DX-80 queues a call while waiting for an agent to become available, the DX-
80 can play its music-on-hold to the caller, but this is limited and cannot be modified.
However, the DX-80 can conference in a voice mail port to the queued call. The DX-80
rings the voice mail port, sends the Voice Mail some digits to specify which UCD queue
the call is in, and lets the Voice Mail play voice messages to the caller while the call is in
the DX-80 UCD queue.
The DX-80 will allow the Voice Mail to remain connected to the call until it sees that a
DX-80 UCD agent has become available. As soon as an agent becomes available, the
DX-80 will disconnect the Voice Mail and send the call to the agent. The Voice Mail
will see that the call has disconnected and will return the voice mail port to idle.
During the time the Voice Mail is connected to the call, the caller will hear voice
messages, and can respond by pressing digits. The Voice Mail implements this by
sending the call to a Routing box, which plays the Routing box greeting, waits for digits,
and moves to other boxes in the normal manner.
The simplest example would be a case in which the Voice Mail just provides music on
hold. In this case, the Routing box greeting would just be a short piece of music. The
field labeled "If no digits dialed" would send the call back to this same Routing box. The
"Destination for digit x" for all digits would be set to send the call back to this Routing
box. This would cause the Voice Mail to keep playing the greeting (music) over and
over.
D V M I
ARD RIVE OICE AIL
S
NSTALLATION AND UPERVISOR
4
G 09/01
UIDE