Interalia SBX2 User manual

SBX2
Installation & Operation Manual
Interalia |SBXSBX2SystemOperationManualManual

Copyrights
This manual and the software accompanying it are copyrighted © 2013 by Interalia Inc. ®
SBX2 System Manual
41-UM-000-001-01-EN-85
All rights reserved. No part of this book, including interior design, cover design, and icons, may be
reproduced or transmitted in any form, by any means (electronic, photocopying, recording, or otherwise)
without the prior written permission of Interalia Inc.
Interalia Inc. Marketing Department
6815 8th Street N.E, Suite N275
Calgary, Alberta, Canada T2E 7H7
Phone: [phone] or [phone]
Interalia and the publisher have used their best efforts in preparing this book as accurately and
completely as possible, however we do not make any guarantees or warranties regarding its content.
Trademarks
Interalia is a registered trademark of Interalia Inc.
SBX2 is a registered trademark of Interalia Inc.
All other product names and services identified throughout this book are used in an editorial fashion only,
and for the benefit of such companies. No such use, or the use of any trade name, is intended to convey
endorsement or other affiliation with the book.
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Interalia |SBX2Manual

Table Of Contents
CHAPTER 1 | Introducing the SBX2..........................................................................................1
About the SBX2Announcement and Call Processing System...............................................................................2
Who Uses SBX2............................................................................................................................................................................2
About the XMUCOM+ Application........................................................................................................................................2
SBX2Product Overview............................................................................................................................................................2
Typical Applications.....................................................................................................................................................................3
In This Book....................................................................................................................................................................................4
For More Information..................................................................................................................................................................4
CHAPTER 2 | Installing the SBX2.................................................................................................5
Meeting System Requirements..............................................................................................................................................6
Environmental Requirements..............................................................................................................................................6
Power Requirements...............................................................................................................................................................6
Installing the SBX2Unit..............................................................................................................................................................6
To install an SBX2in a rack..................................................................................................................................................7
To mount an SBX2to a wall.................................................................................................................................................7
Checking System Startup.....................................................................................................................................................7
To check system startup...........................................................................................................................................................7
Setting Country Code..............................................................................................................................................................8
To set the country code.........................................................................................................................................................8
Soft Stop Option........................................................................................................................................................................8
Cabling the SBX2..........................................................................................................................................................................8
Cabling Activities..........................................................................................................................................................................9
Preparing to Cable the SBX2...............................................................................................................................................9
PBX Interface Table Conventions and Abbreviations.................................................................................................9
Matching SBX2Cables and Connectors......................................................................................................................10
SBX2Port Descriptions and Cabling Instructions....................................................................................................11
Connecting the SBX2to a PC with XMUCOM+ Software...................................................................................12
To connect to the PC with an analog line to the modem connector...............................................................12
To connect to the PC through an Ethernet (LAN) Network................................................................................13
To connect to the PC directly with the Network port..............................................................................................13
Connecting Remote Telephone Access (optional).................................................................................................13
To connect an analog line to provide Remote Telephone Access..................................................................13
Connecting Alarms (optional)............................................................................................................................................14
To Wire The Alarm Connector..........................................................................................................................................14
Cabling SBX2Analog Ports................................................................................................................................................15
To cable the MOH (Audio) Ports.....................................................................................................................................15
MOH Applications...................................................................................................................................................................16
Call Processing/Auto Attendant Applications............................................................................................................16
About SBX2Operating Modes..............................................................................................................................................17
Continuous Play (CP)...........................................................................................................................................................17
Synchronized Continuous Play (SCP)..........................................................................................................................17
Level Start/Pulse Return - Single Play (LS/PR-SP)...............................................................................................17
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Table Of Contents
Level Start/Pulse Return - Multiple Play (LS/PR-MP)...........................................................................................18
Level Start/Level Return - Single Play (LS/LR-SP)................................................................................................18
Pulse Start/Level Return (PS/LR)...................................................................................................................................18
Pulse Start/Pulse Return (PS/PR)..................................................................................................................................19
Ring Start (R)............................................................................................................................................................................19
Ring Start without Loop Current Check (RN)............................................................................................................19
Ring Start/Tone Disconnect (RT) & (RT+)..................................................................................................................19
Ring Start/DTMF Disconnect (RD).................................................................................................................................19
Ring Start/Busy Disconnect (RB)....................................................................................................................................19
Ring Start/Busy Disconnect+ (RB+)..............................................................................................................................19
Ring Start/Quick Answer (RQ)..........................................................................................................................................19
Ring Immediate (RI) ..............................................................................................................................................................19
CHAPTER 3 | Installing XMUCOM+.......................................................................................20
Overview.........................................................................................................................................................................................21
About the Installation Process..............................................................................................................................................21
Meeting System Requirements............................................................................................................................................22
Operating System Requirements....................................................................................................................................22
Installing Microsoft Dial-Up Networking.......................................................................................................................22
Installing XMUCOM+ Software............................................................................................................................................23
To install XMUCOM+ Software........................................................................................................................................23
To start XMUCOM+...............................................................................................................................................................23
Understanding the XMUCOM+ Application Interface...............................................................................................25
XMUCOM+ Tool bar..............................................................................................................................................................25
XMUCOM+ Menu Commands..........................................................................................................................................26
File Menu....................................................................................................................................................................................27
Communication Menu...........................................................................................................................................................27
Configuration Menu................................................................................................................................................................28
Administration Menu..............................................................................................................................................................28
Window Menu...........................................................................................................................................................................29
About Menu...............................................................................................................................................................................29
XMUCOM+ File Formats........................................................................................................................................................29
.XMP Files..................................................................................................................................................................................29
.WAV Message and Music Files......................................................................................................................................30
.CSV Files...................................................................................................................................................................................30
Testing Information Transfer between XMUCOM+ and SBX2..............................................................................30
To retrieve SBX2system information............................................................................................................................30
CHAPTER 4 | Recording, Playing, & Transferring Messages.33
About SBX2Music and Messages.....................................................................................................................................34
SBX2Message Administration Methods.........................................................................................................................34
About .WAV Message and Music Files............................................................................................................................34
Naming Message Files............................................................................................................................................................34
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Table Of Contents
About Recording and Playing Messages........................................................................................................................35
Recording Messages................................................................................................................................................................35
To record messages from the SBX2Front Panel....................................................................................................36
To record messages with Remote Telephone Access.........................................................................................36
To record messages in a Studio......................................................................................................................................36
To record messages and music from your PC.........................................................................................................36
Playing Messages......................................................................................................................................................................36
To play messages from the Front Panel......................................................................................................................37
To play messages via Remote Access........................................................................................................................37
To play messages and music on your PC..................................................................................................................37
Deleting Messages....................................................................................................................................................................37
To delete messages from the Front Panel .................................................................................................................38
To delete messages with Remote Telephone Access..........................................................................................38
Sending Messages to the SBX2..........................................................................................................................................38
To send messages from your PC to SBX2 Unit.......................................................................................................39
Receiving Messages from SBX2.........................................................................................................................................40
To receive messages from SBX2to your PC............................................................................................................40
CHAPTER 5 | Nodes & Program Configurations............................................42
About Basic SBX2Commands.............................................................................................................................................43
About SBX2Nodes....................................................................................................................................................................43
Types of nodes.........................................................................................................................................................................43
Field Descriptions For Nodes...............................................................................................................................................48
COMMAND Node...................................................................................................................................................................48
LIST Node..................................................................................................................................................................................48
TIME/DATE Nodes.................................................................................................................................................................49
TIME Node.................................................................................................................................................................................49
DATE Nodes (Day and Date configurations).............................................................................................................50
DTMF/AUTO Nodes..............................................................................................................................................................51
VOX Node..................................................................................................................................................................................53
XFER/STYLE Nodes.............................................................................................................................................................54
STYLE Node.............................................................................................................................................................................55
STYLE Node.............................................................................................................................................................................56
MESSAGE Node.....................................................................................................................................................................57
MOH Node.................................................................................................................................................................................58
PAAS node................................................................................................................................................................................59
TABLE node..............................................................................................................................................................................61
NIS Node....................................................................................................................................................................................62
DBN Node..................................................................................................................................................................................63
DIR Node....................................................................................................................................................................................65
About SBX2Program Configurations................................................................................................................................66
Planning for an SBX2Program Configuration...........................................................................................................66
Sample SBX2Call Flow Diagram....................................................................................................................................66
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Table Of Contents
CHAPTER 6 | Remote Telephone Access..................................................................68
Understanding SBX2Remote Telephone Access.......................................................................................................69
Setting Up SBX2Remote Telephone Access (optional)..........................................................................................69
To Set SBX2Remote Telephone Access Mode..........................................................................................................70
To Change the Default Remote Telephone Access Code......................................................................................70
Using Remote Telephone Access......................................................................................................................................70
Remote Telephone Access Commands..........................................................................................................................72
Working with Remote Telephone Access Messages................................................................................................73
To Remotely Access The SBX2.......................................................................................................................................73
To Disconnect From The SBX2........................................................................................................................................73
To record a message remotely.........................................................................................................................................73
To Play A Message Remotely..........................................................................................................................................73
To Delete A Message Remotely......................................................................................................................................74
To Change The Default Language Of SBX2System Prompts..........................................................................74
CHAPTER 7 | Upgrades & Keycodes.................................................................................75
About SBX2Keycodes.............................................................................................................................................................76
To Enter Keycodes.................................................................................................................................................................76
CHAPTER 8 | SBX2Technical Specifications & Approvals..........79
Detailed SBX2Technical Specifications..........................................................................................................................80
System Specifications Technical Feature Details...................................................................................................80
SBX2Approvals...........................................................................................................................................................................83
Safety Approvals.....................................................................................................................................................................83
Telecom Approvals................................................................................................................................................................83
Emissions Approvals.............................................................................................................................................................83
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CHAPTER 1 | Introducing SBX2
CHAPTER 1 | Introducing the SBX2
Read this chapter to gain an understanding of the SBX2and of how this manual can help you
get started in installing and using the SBX2.
In This Chapter
•• About the SBX2Announcement and Call Processing System on page 2
•• Who Uses SBX2on page 2
•• About the XMUCOM+ Application on page 2
•• SBX2Product Overview on page 2
•• Typical Applications on page 3
•• In This Book on page 4
•• For More Information on page 4
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CHAPTER 1 | Introducing SBX2
About the SBX2Announcement and Call Processing System
The SBX2Digital Call Processor is a microprocessor based, voice announcement and call processing system. Field up-
gradable, the SBX2offers major advantages in processing customer calls for a broad range of customer needs. The
SBX2delivers:
•• High quality ACD/UCD announcements.
•• Interactive auto attendant functionality.
•• Messages that play to assigned port(s) when the unit is activated by an incoming call.
•• Ability for users to navigate through different levels of messages by entering commands with a touch-tone telephone.
•• Flash memory that ensures configurations and messages are not lost in the event of power failures.
Who Uses SBX2
SBX2is used by a broad range of industries for a variety of functions such as:
•• Passive announcements.
•• Interactive announcements.
•• Music on Hold.
•• Public Announcements.
•• Interactive Auto Attendants.
•• Call Processing and Transferring.
See “Typical Applications” on page 3 for more information about each of the above functions.
About the XMUCOM+ Application
The XMUCOM+ application is a Windows based program that works in conjunction with the SBX2unit, and allows you to
program, receive, download, update, and backup configurations and messages between the PC and SBX2unit.
The intuitive XMUCOM+ interface displays configuration outlines and structures within a tree-style navigational
pane, and provides detailed node information in a parallel pane.
Configurations designed with XMUCOM+ are transmitted to the SBX2unit through a modem connection or a LAN based
(Ethernet) network.
SBX2Product Overview
SBX2units are compatible with all major telephone systems and can be remotely managed through a modem, telephone,
or Ethernet connection that uses XMUCOM+.
The SBX2: provides an effective solution
for users requiring up to 8 channels.
SBX2: 1-8 PSTN channels, 2 MOH outputs/1 input.
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CHAPTER 1 | Introducing SBX2
Typical Applications
Passive Announcer
An SBX2can be used as a Passive Announcement system.
Typical uses include:
•• ACD/UCD customized announcements.
•• Day of week announcement.
•• Time of day announcements.
•• Date specific announcements.
Interactive Auto Attendant
An SBX2can be used as an Interactive Auto Attendant system.
Typical uses include:
•• Audio Text/Information lines that provide automated
messages to callers. An extremely flexible system, the SBX2
can be configured to play different messages depending on:
•• Time of day.
•• Day of week.
•• Date and selections made by a caller.
•• Interactive Auto Attendants such as:
•• Press 1 for Sales, Press 2 for Technical Support.
•• Please enter the extension of the person you wish to
speak to.
Dial By Name
An SBX2can be used for Dial By Name applications, allowing
callers to reach staff members or departments simply by keying
their name into the telephone key pad.
DTMF Call Processing System
An SBX2can be used as a DTMF Call Processing system.
Typical uses include Call Centre routing with either front ending
or back ending ACD queues:
•• In front-ending ACD queues, SBX2presents a menu, and
transfers the call to the appropriate queue.
•• In back-ending ACD queues, the client’s telephone system
answers the call and places the user in the queue. SBX2
plays the appropriate holding messages, and transfers the
caller to the appropriate person when the line becomes
available.
Music On Hold Player
An SBX2is capable of mixing music and messages to create an
“On Hold” environment for your callers:
•• Stored in and played from a solid state medium in the flash
memory.
•• Played directly to the MOH from a licensed external audio
feed.
Each MOH system provides up to one hour of recording
time.
Messages can be recorded from three sources:
•• From the front panel using the included Interalia 13416
handset.
•• Remote access using a touch tone telephone.
•• WAV files that are downloaded using a PC.
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CHAPTER 1 | Introducing SBX2
In This Book
The SBX2manual helps you to set up the XMUCOM+ application on your Personal Computer and introduces you to the
fundamentals of designing and building program configurations for the SBX2system.
See the following for a brief description about each chapter.
CHAPTER 1 | Introducing the SBX2
The SBX2product and how it can be used to address the needs of your organization.
CHAPTER 2 | Installing the SBX2
How to set up the physical connections to your SBX2system.
CHAPTER 3 | Installing XMUCOM+
The prerequisites for installing the XMUCOM+ application and the installation procedure you must follow. This chapter
also introduces you to the fundamentals of the XMUCOM+ application interface.
CHAPTER 4 | Recording, Playing, & Transferring Messages
The techniques and methodology for preparing, generating and working with messages and music for your SBX2unit.
CHAPTER 5 | Nodes & Program Configurations
How to configure the commands, nodes, messages, and music that are executed when a call is received.
CHAPTER 6 | Remote Telephone Access
Understanding and using the remote telephone access port and features.
CHAPTER 7 | Upgrades & Keycodes
How to upgrade your SBX2system’s memory and features.
CHAPTER 8 | SBX2 Technical Specifications & Approvals
Physical dimensions, system information, port specs, etc.
For More Information
Please refer to the following for more information:
Interalia Web Site at www.interalia.com.
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