DETEWE OpenAttendant 205 User manual

Brand: DETEWE

Model: OpenAttendant 205

Type: User manual

DETEWE OpenAttendant 205 is a comprehensive software solution that empowers you to establish sophisticated voice portals and voicemail systems. With this tool, you can effortlessly create interactive voice menus, enabling callers to navigate through your system using their phone's keypad.

OpenAttendant 205 shines in its versatility, allowing you to configure up to five independent voice portals, each with its own dedicated phone numbers. This flexibility empowers you to tailor specific responses for each system based on OpenCom 100/OpenCom X300 time groups, ensuring seamless handling of calls during different time periods, such as day and night.

OpenAttendant 205

Voice Portal Planning System in the

OpenCom 100 and OpenCom X300 Communications Systems

User Guide

Welcome to Aastra DeTeWe

Thank you for choosing this Aastra DeTeWe product. Our product meets the

strictest requirements with regard to quality and design.

The following operating instructions will assist you in using your

OpenAttendant 205 and answer most of the questions that may arise.

If you require further technical support or information about other Aastra DeTeWe

products, please refer to our website at www.Aastra-DeTeWe.de. It provides addi-

tional notes and tips on the product.

We hope you enjoy using “OpenAttendant”.

OpenCom 100 and OpenCom X300 Product Families

This user guide applies to the OpenCom 100 and OpenCom X300 product families.

If a reference is made in the text to the OpenCom, the description applies to all

systems; if the individual characteristics are different, a special note is given.

OpenCom 100 Product Family

This product family comprises the OpenCom 107, OpenCom 130, OpenCom 131,

OpenCom 150 and OpenCom 510 communications systems.

OpenCom X300 Product Family

At the moment this product family comprises the OpenCom X320 communica-

tions system.

Contents

1. OpenAttendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1.1 Program Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1.2 Scope of Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

1.3 Installing the Memory Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.3.1 Safety Precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.3.2 To install a memory card … . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

1.4 Licensing: the Activation Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.5 Creating a Voice Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

1.6 Recording and Editing Audio Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.7 Tips for Planning a Voice Portal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1.8 Backing Up Voice Portals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

2. KDA Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

2.1 Program Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

2.2 Installing and Starting the Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

2.2.1 Installation procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

2.2.2 Starting the KDA Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

2.2.3 Uninstalling the KDA Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

3. Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3.1 CE Symbol. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

3.2 Declaration of Conformity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

3.3 OpenAttendant:Technical Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

3.4 Menu Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

OpenAttendant Program Overview

1. OpenAttendant

1.1 Program Overview

Using the OpenAttendant 205 (hereafter: OpenAttendant), you can create infor-

mation systems (voice portals or voicemail systems) in which calls are party or

totally processed automatically. Callers navigate through the individually

designed (voice) menus using the keypad on their telephones.

Announcement services for cinema timetables, the weather, stock exchange tips,

opening hours, special offers or for heads of a shared office are just some of the

possible applications for the program.

You can configure up to five independent systems (voice portals), each with their

own telephone numbers. You can also define different reactions for each system in

connection with OpenCom 100/OpenCom X300 time groups (e.g. for handling

day- and night-time calls).

You can protect selected menus and actions in a voice portal using a PIN and in

doing so, make them accessible to a certain group of users. This enables calls to be

diverted to a mobile telephone for certain customers or selected customers might

be connected directly to top management, for example.

Announcements or music can be imported into the system using a) a system

telephone or b) a PC. The latter requires a conversion program, which is included

in the scope of delivery (called the KDA Manager).

The OpenAttendant program package is integrated into the OpenCom 100/

OpenCom X300 software, so voice portals can be easily configured via the Web

interface of the configuration software. (They can also be managed and saved

with the entire OpenCom 100/OpenCom X300 configuration.)

Announcements and music are managed in audio files and are saved on the

OpenCom 100/OpenCom X300 memory card.

This is the same card as is used for the OpenVoice voicemail system.

Both programs – OpenVoice and OpenAttendant – can be operated simultane-

ously. The two can make equal use of the voice channels to the memory card.

OpenAttendant Scope of Delivery

A licence is required to activate OpenAttendant.

Note: The firmware for the OpenCom 100/OpenCom X300

includes a demo licence for OpenAttendant. This demo

licence is valid for 60 days. If you wish to purchase a full

licence, contact your local dealer or the Aastra DeTeWe sales

department (see also Licensing: the Activation Procedure star-

ting on page 10).

1.2 Scope of Delivery

The package includes:

■ the licence confirmation for the OpenAttendant program package with the

transaction record

■ the KDA Manager conversion program with which audio files can be converted

to the audio format supported by the OpenCom 100/OpenCom X300 (supplied

on the OpenCom 100/OpenCom X300 product CD)

■ the “OpenAttendant 205 – The Voice Portal Planning System in the

OpenCom 100/OpenCom X300 Communications Systems” user guide (sup-

plied as PDF file on the OpenCom 100/OpenCom X300 product CD)

Memory Card

To operate OpenAttendant you require a memory card (Compact Flash card Type I

or Type II). The audio files used in the OpenAttendant are saved on this memory

card.

Only use high speed memory cards which are recommended by Aastra DeTeWe.

Other memory cards or “Microdrive” type memory cards may not be able to

maintain the required access speed.

Tip: For the stored voice announcements and a recording time of

one hour a 32 MByte memory card is required.

Note: For OpenCom 510, a Compact Flash card, installed on

the central control module MC+1-3, is used.

For OpenCom X320, a Compact Flash card, installed on the

basic module is used.

OpenAttendant Installing the Memory Card

1.3 Installing the Memory Card

The same memory card is used for the OpenAttendant program package as is used

for the OpenVoice voicemail system.

The following instructions are intended for persons authorised to install such

memory cards, in the event that there is still no memory card available in the com-

munications system.

1.3.1 Safety Precautions

Please note: The memory card may only be installed by authorised per-

sonnel because the slot for the card is located on the mo-

dule board of the communications system.

DANGER! High voltage inside the device.

Note: If you use a memory card other than one recommen-

ded by Aastra DeTeWe, Aastra DeTeWe will not accept any

responsibility for the correct functioning of the OpenAtten-

dant.

1.3.2 To install a memory card …

1. Unplug the OpenCom 100.

2. Open the OpenCom 100 housing cover.

CAUTIONT! Make sure you protect yourself against electrostatic di-

scharge.

Static electricity can damage the memory card. To avoid such damage, the static

electricity must be earthed from your body. Work only in an anti-static envi-

ronment. If possible, use earthing underlays or anti-static mats.

3. Insert the memory card in the base on the upper edge of the module board.

OpenAttendant Licensing: the Activation Procedure

Inserting a multimedia-card (OpenCom 107)

Inserting a Compact Flash card (OpenCom 130/131/150)

4. Replace the housing cover.

5. Insert the mains plug.

The OpenCom 100 is restarted. The configuration last loaded is reactivated.

1.4 Licensing: the Activation Procedure

You will need an licence key to configure and use the OpenAttendant program

package in your communications system. The licence confirmation you received

with the program package contains detailed information.

To generate the licence key …

1. Once the memory card has been installed properly in your OpenCom 100/

OpenCom X300, you require:

– the licence confirmation for OpenAttendant with the transaction record

(TAD-…);

Multimedia Card

COMPACT FLASH

OpenAttendant Creating a Voice Portal

– the serial number of your OpenCom 100/OpenCom X300. You can view the

serial number on the Web console of the OpenCom 100/OpenCom X300 in the

Configurator’s System Info: Versions menu;

– Internet access to generate the licence key on the Aastra DeTeWe licensing

server using these details.

2. You can find notes on how to proceed when generating the licence key in the

licence confirmation.

3. In the Configurator’s SYS Configuration: Licences menu, enter the licence

key for the OpenAttendant program package. This activates the package.

Then save the OpenCom 100/OpenCom X300 configuration. The licence key is

then also saved in the configuration file. In the event of servicing, after resetting

the hardware of the system for example, you can reimport this configuration file

and the OpenAttendant program package is then reactivated.

1.5 Creating a Voice Portal

You create a voice portal on the OpenCom 100/OpenCom X300 Web console in

the Configurator’s OpenAttendant menu.

The OpenAttendant program manages a voice portal in a system. Each system

consists of at least one menu. The menu contains definitions about which infor-

mation a caller receives with which key on this telephone (= action) or with which

employees, voiceboxes and other switching systems it can be connected (=

reaction of the voice portal).

The OpenAttendant manages up to five systems and …

Text, music and sounds you want to use in the voice portal are saved in audio files

(on the OpenCom 100/OpenCom X300 memory card). You assign these audio files

to the menus of a voice portal.

20 menus OpenCom 107

200 actions OpenCom 107

50 menus OpenCom 130/131/150/510/X320

500 actions OpenCom 130/131/150/510/X320

OpenAttendant Recording and Editing Audio Files

The OpenAttendant is not supplied with any systems, menus or audio files, so

proceed as follows when configuring it for the first time:

1. In the Audio menu, load the audio files you will need or record them (see also

Recording and Editing Audio Files starting on page 12). Use the KDA Manager

program to do this.

2. In the Menu menu, configure the menus required for user guidance in the

voice portal. The appendix contains a template with which you can plan and

document the individual menus and their actions and reactions (see Menu

Template starting on page 22). The chapter Tips for Planning a Voice Portal

starting on page 13 contains some points you should pay attention to with

regard to user guidance.

3. In the Systems menu, configure at least one system (voice portal) and assign

the menus to it.

Note: Please note the information in the online help regar-

ding the OpenAttendant menu. All configuration settings

are explained in detail there.

1.6 Recording and Editing Audio Files

There are different ways to record or edit the audio files you want to use in a voice

portal:

■ In the Configurator of the OpenCom 100/OpenCom X300 in the Open-

Attendant: Audio menu. There you can record individual audio files and

directly save them to the OpenCom 100/OpenCom X300 memory card via a

connected system telephone (see also Backing up used audio files starting on

page 14). Further information on this process can be found in the

OpenCom 100/OpenCom X300 online help.

■ Using the KDA Manager program. You use this program to generate audio

files in a suitable file format, which you can then load into the OpenCom 100/

OpenCom X300 (see also KDA ManagerKDA ManagerKDA Manager starting on

page 15).

Note: If you use foreign audio files in a voice portal, please

note the manufacturer’s licensing agreements. You may have

to pay fees such as German GEMA fees for these audio files.

OpenAttendant Tips for Planning a Voice Portal

1.7 Tips for Planning a Voice Portal

Callers unfamiliar with your voice portal will have to navigate through the menus

and, using your user guidance, attempt to reach their call destination, obtain infor-

mation or reach a person. The following guidelines should help you design a voice

portal which callers will have no difficulty using.

Keep it brief and clear.

Use (short) sentences that the caller can understand and remember immediately.

Wherever possible, shorten multi-syllabic words, e.g. “Sales” instead of “Sales

Department”.

Avoid using foreign or technical jargon which the caller may not understand.

Structure menus simply and clearly.

Only use a few menu levels. (We recommend no more than three such levels.)

Callers must try to find a way through the menus and draw a menu map in their

heads. Too many levels may well disorientate them.

Avoid any complex structuring of a voice portal’s menus. Build the menu levels in a

straightforward sequence, one on top of the other.

Help callers to get their bearings quickly.

Allow the caller to listen to the announcement again (action: “Repeat menu”)

before moving on to the next menu.

Provide the caller with the option to return to the starting point or to go back a

menu (actions: “Jump to menu” and “Menu back”).

Include confirmation messages at the points of your voice portal where callers

could ask themselves whether their last input was correct (e.g. “Your order has

now been taken”).

OpenAttendant Backing Up Voice Portals

1.8 Backing Up Voice Portals

Backing up a voice portal configuration

The voice portal’s configuration (the whole system, including its menus, actions

and reactions) is saved in the OpenCom 100/OpenCom X300’s overall configu-

ration. After you have configured or changed a voice portal, you should save the

current configuration in the SYS Configuration: Data backup menu.

Backing up used audio files

The audio files you are using in the Voice Portal are saved on the installed memory

card. You can save your Voice Portal audio files to a drive or a data medium: either

as multiple files or as an archive. The archive contains all the audio files currently

stored on the memory card. You can archive the saved files and restore them to

the communications system (via the Menu SYS Configuration: Components) at a

later stage, so that you have a data backup in case the memory card needs to be

replaced or formatted.

Further information on data backup can be found in the OpenCom 100/

OpenCom X300 online help.

KDA Manager Program Overview

2. KDA Manager

2.1 Program Overview

The KDA Manager is a program used to generate and convert audio files. You can

load these audio files individually or load several into an archive in the

OpenCom 100/OpenCom X300 communications system and then use them in the

voice portal you created using the OpenAttendant application.

■ You can use the KDA Manager to convert audio files to the file formats sup-

ported by the OpenCom 100/OpenCom X300 (see the following File formats

table).

■ If a microphone is connected to your PC, you can also record audio files in the

KDA Manager and save them immediately to a suitable file format.

Note: A 10 second *.726 audio file requires approx. 40

kbytes of space on the memory card; a 10 second *.711 audio

file requires approx. 80 kbytes. To avoid using the memory

capacity unnecessarily, keep the generated audio files as

short as possible.

Detailed instructions on how to generate and convert audio files can be found in

the KDA Manager online help.

File formats

Source formats for conversion

– CCITT Wave, A-law, 8 kHz, mono

– PCM Wave, 16-bit, 8 kHz, mono

Target formats for conversion

Single file File archive

OpenCom 107/510/X 320 *.726

(encoded according to

ITU G.726 32K ADPCM)

*.kda

(contains several *.726

files)

OpenCom 130/131/150 *.711

(encoded according to

ITU G.711 A-law PCM)

*.kdp

(contains several *.711

files)

KDA Manager Installing and Starting the Program

2.2 Installing and Starting the Program

You will find the KDA Manager program package, which is available in several lan-

guages, in the …\DeTeWe directory of the OpenCom 100/OpenCom X300

product CD.

2.2.1 Installation procedure

1. Call up the setup.exe file.

The installation wizard is launched.

2. For all other installation steps follow the instructions given by the installation

wizard.

2.2.2 Starting the KDA Manager

1. Call up (in the selected installation directory) the kda_manager.exe file.

2. When you use the KDA Manager for the first time, find out how to proceed

using the program’s online help. To open the online help, hold down [CTRL]

and [F1] together.

2.2.3 Uninstalling the KDA Manager

Before installing a new KDA Manager program version, you must first uninstall the

old version.

1. From the OpenCom 100/OpenCom X300 product CD, call up the setup.exe file

again.

The installation wizard is launched.

2. Follow the instructions given by this wizard for all other steps.

Appendix CE Symbol

3. Appendix

3.1 CE Symbol

The CE symbol on the product is a confirmation of its conformity with the tech-

nical guidelines for operating safety and electromagnetic compatibility valid at

the time of licensing.

3.2 Declaration of Conformity

The OpenCom 100 and OpenCom X300 communications systems are conform

with the requirements of the EU directive 99/5/EC. The declarations of conformity

can be viewed in the Internet at http://www.aastra-detewe.de.

Appendix OpenAttendant:Technical Data

3.3 OpenAttendant:Technical Data

Systems 5

Menus OpenCom 107: 20

OpenCom 130/131/150/510/X320: 50

Actions OpenCom 107: 200

OpenCom 130/131/150/510/X320: 500

Audio files 300

Recording time OpenCom 107/510/X320: 4 minutes

per 1 MB of free memory

OpenCom 130/131/150: 2 minutes per

1 MB of free memory

Number of voice channels 4 can be used simultaneously

Structure / memory card OpenCom 107: Multimedia Flash card

OpenCom 130/131/150: Compact Flash

card (Type I or Type II)

OpenCom 510: Compact Flash card (via

the central control module MC+1-3)

OpenCom X320: Compact Flash card

(via the basic module)

Power supply via OpenCom 100/OpenCom X300

infocom system

Environmental conditions as for OpenCom 100/OpenCom X300

infocom system

Appendix Menu Template

3.4 Menu Template

You can use the following template to plan and document the individual menus of

your voice portal.

(name):

Action Reaction

Keys 0 - 9,

* and #;

Error, Timeout,

Busy, No Reply

Play audio file

(Which one?)

(max. 4

digits)

(Which one?)

Play audio file

Clear down (terminate

connection)

Extension

Connect to operator

Connect to call number:

(Call number?)

Connect to voice box:

(Telephone number?)

Previous menu

Jump in menu:

(Menu name?)

Repeat menu text

Menu text fast rewind

(5 sec.)

Menu text fast forward

(5 sec.)

Appendix Menu Template

Notes

DeTeWe Systems GmbH • Zeughofstraße 1 • D-10997 Berlin • www.Aastra-DeTeWe.de

As of October 2006

Subject to changes

DETEWE OpenAttendant 205 User manual

DETEWE OpenAttendant 205 User manual

DETEWE OpenAttendant 205 User manual

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