Nortel Voice Mail Set Up And Operation Manual
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Nortel Voice Mail Set Up And Operation Manual

Nortel Voice Mail Set Up And Operation Manual

Speech recognition automated attendant
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Norstar Voice Mail
Speech Recognition Automated Attendant
Set Up and Operation Guide
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Summary of Contents for Nortel Voice Mail

  • Page 1 • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • Norstar Voice Mail...
  • Page 2 COPYRIGHT NOTICE This Nortel documentation is protected by copyright. It may not be copied in any form or medium except pursuant to the Nortel License to Copy Documentation ("License"). If a License has been purchased, it will be enclosed with this copy of Nortel...

  • Page 3: Table Of Contents

    Programming overview 7 Setting up the Speech Recognition Automated Attendant using Norstar Voice Mail Manager 8 Starting the Norstar Voice Mail Manager client software 8 Enabling the Speech Recognition Automated Attendant 9 Customizing the Speech Recognition Automated Attendant voice prompt and greetings 10...

  • Page 4: Speech Recognition Automated Attendant

    ii Contents Chapter 4 Maintaining and optimizing the Speech Recognition Automated Attendant 19 Maintaining the Speech Recognition Automated Attendant 19 Speech recognition usage report 19 Optimizing the Speech Recognition Automated Attendant 23 Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0...

  • Page 5: Overview

    • Voice Activated Dialing - The feature allows internal Norstar Voice Mail users the ability of directing their own calls by using the Company Directory and speaking the name of the person they want to reach.

  • Page 6: Speech Recognition Automated Attendant Feature Descriptions

    Speech Recognition Automated Attendant feature descriptions Overview This chapter describes: • Automated Attendant Speech Recognition • Voice Activated Dialing Automated Attendant Speech Recognition voice prompts The Speech Recognition Automated Attendant gives outside callers the ability of directing their own calls by speaking the name of the person they want to reach. After the caller hears the company greeting, the Speech Recognition Automated Attendant main prompt is played immediately.

  • Page 7: Handling Homonyms

    Directory. If the second attempt by the caller does not result in a successful match, the system transfers the caller to either the Automated Attendant or to a Custom Call Routing (CCR) Tree, depending on your Norstar Voice Mail configuration. Handling homonyms People with identical sounding recorded names (John, Jon) in the Company Directory produce homonyms.

  • Page 8: Speech Recognition Automated Attendant Interaction With The Automated Attendant Or A Custom Call Routing (Ccr) Tree

    When Speech Recognition Automated Attendant is enabled, the Touchtone Greeting feature should be disabled. For more information on disabling the Touchtone Greeting, refer to the Norstar Voice Mail Set Up and Operation Guide . P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide...

  • Page 9: Voice Activated Dialing

    6 Speech Recognition Automated Attendant feature descriptions Voice Activated Dialing Voice Activated Dialing allows Norstar Voice Mail users the ability of directing their own calls by using the Company Directory and speaking the name of the ƒ ·°° person they want to reach. The Voice Activated Dialing feature is accessed by pressing Norstar set, including analog sets attached via an Analog Terminal Adapter (ATA).

  • Page 10: Setting Up The Speech Recognition Automated Attendant

    The Speech Recognition Automated Attendant must be set up by using Norstar Voice Mail Manager. Note: In order to record voice prompts or greetings using Norstar Voice Mail Manager, the PC must have voice recording capabilities. If the PC running...

  • Page 11: Setting Up The Speech Recognition Automated Attendant Using Norstar Voice Mail Manager

    To start the Norstar Voice Mail Manager client software: 1. Select Programs from the Windows Start menu. 2. Point to the Norstar Voice Mail Manager program icon and in the sub-menu click on Norstar Voice Mail Manager . 3. The Administration Password screen appears.

  • Page 12: Enabling The Speech Recognition Automated Attendant

    Figure 1 Speech Rec Menu Options The Norstar Voice Mail Manager Speech Rec main menu provides three options: • Directory - Which allows you to control how mailboxes are accessed via Speech Recognition Automated Attendant. For more information, refer to "Creating a Speech Recognition Directory alias"...

  • Page 13: Customizing The Speech Recognition Automated Attendant Voice Prompt And Greetings

    4. Click on the Voice button. Note: In order to record voice prompts using Norstar Voice Mail Manager, the PC must have voice recording capabilities. If the PC running Norstar Voice Mail Manager does not have voice recording capabilities, you can record customized voice prompts and greetings from a Norstar two-line telephone.

  • Page 14: Enabling The Voice Activated Dialing Feature

    6. After you have finished recording the custom prompts, click on OK to close the Greeting Table Setup window. Enabling the Voice Activated Dialing feature Before Norstar Voice Mail users can use the Voice Activated Dialing feature. 1. Select the Internal Name Dialing from the Speech Rec menu.The Speech Recognition Properties window appears.

  • Page 15: Optimizing The Company Directory For Use With The Speech Recognition Automated Attendant

    12 Setting up the Speech Recognition Automated Attendant Optimizing the Company Directory for use with the Speech Recognition Automated Attendant The Speech Recognition Automated Attendant can operate without any special configuration. However, to maximize the number of accurate name matches, you should scan the Speech Recognition Directory for: •...

  • Page 16: Reviewing The Speech Recognition Automated Attendant Directory

    The Speech Recognition Directory has five fields: • Name - Is the first and last name of all the Norstar Voice Mail users. The names are used for Speech Recognition Automated Attendant name matching. The names are taken from the names assigned to the user mailboxes when they were created.

  • Page 17: Creating A Speech Recognition Automated Attendant Directory Extended Name

    The Extended Name field is optional. If an Extended Name is not entered, the Speech Recognition Automated Attendant Directory is generated using the standard Norstar Voice Mail display text name. When an Extended Name is entered, the Extended Name overides the standard Norstar Voice Mail display text name.

  • Page 18: Creating A Speech Recognition Directory Alias

    4. Click on the OK button to close the Mailbox Administration window. Note: When the Speech Recognition Directory list is updated, the standard name is replaced with the extended name and the Type field changes from “Default” to “Extended”. The Type field applies to any mailbox that can be accessed by an outside caller (Subscriber, Information, and Fax-On- Demand mailboxes).

  • Page 19: Maximum Speech Recognition Directory Entries

    The Speech Recognition Automated Attendant Directory can have a maximum of 500 combined names and aliases. If more than 500 entries are registered in the Speech Recognition Directory, Norstar Voice Mail disables the Internal and Speech Recognition Automated Attendant features, and sends an error message to the System Coordinator mailbox (an error message also appears when you login to Norstar Voice Mail Manager).

  • Page 20: Programming The Speech Recognition Automated Attendant From A Norstar Telephone

    From a Norstar two-line telephone you can enable the Speech Recognition Automated Attendant and customize voice prompts and greetings. Any other Speech Recognition Automated Attendant programming must be done by using Norstar Voice Mail Manager. Enabling the Voice Activated Dialing feature Log:...

  • Page 21: Testing The Speech Recognition Automated Attendant

    18 Setting up the Speech Recognition Automated Attendant AA menu prompt: Y CHNG Morning: 1 CHNG PLAY Inbound SR:N Custom Main:N VIEW NEXT Custom Main:Y CHNG NEXT Prompt: MAIN PLAY QUIT Record prompt: RETRY Custom Repeat: Y CHNG VIEW NEXT Testing the Speech Recognition Automated Attendant ƒ·°°...

  • Page 22: Chapter 4 Maintaining And Optimizing The Speech Recognition Automated Attendant

    Maintaining and optimizing the Speech Recognition Automated Attendant This chapter will assist you in maintaining and optimizing the Speech Recognition Automated Attendant features. Maintaining the Speech Recognition Automated Attendant The Speech recognition usage report gives you valuable information on the performance of the Speech Recognition Automated Attendant.
  • Page 23 20 Maintaining and optimizing the Speech Recognition Automated Attendant Table 1 Speech Recognition Usage Report (Part 1 SPEECH RECOGNIZER USAGE REPORT Channels: nn % Time All Channels Busy Period Start 12:00 am nnn.n% nnn.n% 12:30 am nnn.n% nnn.n% 1:00 am nnn.n% nnn.n% 1:30 am...
  • Page 24 Maintaining and optimizing the Speech Recognition Automated Attendant 21 Analyzing part 2 Use Part 2 of the report to gauge the success of the Speech Recognition Automated Attendant and to detect possible usage problems. Figure 3 Speech Recognizer Usage Report (Part 2 SPEECH RECOGNIZER USAGE REPORT Call Summary Resource Not Available:...
  • Page 25 22 Maintaining and optimizing the Speech Recognition Automated Attendant • Speech Input - Speech input was received. These calls are broken out in the Recognizer Outcomes section of the report. • Total Attempts - The total of the above. (If the total call count is zero, the percentage is also zero).

  • Page 26: Optimizing The Speech Recognition Automated Attendant

    1. Has a mailbox been created for the user? For information on creating mailboxes, refer to the Norstar Voice Mail Set Up and Operation Guide. 2. Has the user initialized their mailbox and recorded their name in the Company Directory? Ask the user to initialize their mailbox.
  • Page 27 24 Maintaining and optimizing the Speech Recognition Automated Attendant 6. Are callers correctly pronouncing the name of the user? If there are recurring problems with specific names, try entering the name the way you pronounce it. For example, for the name Boucher, try entering it as Boo Shay. For words with multiple pronunciations, try a different pronunciation in the alias field.
  • Page 28 Maintaining and optimizing the Speech Recognition Automated Attendant 25 m - as in map n - as in nap ng - as in sing r - as in rap l - as in lap y - as in yap w - as in wan h - as in hal 7.
  • Page 29 1-800-4 NORTEL www.nortel.com/norstar Norstar is a trademark of Northern Telecom. P0886635 Issue 1.0 Printed in Canada...

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