Nortel Voice Mail Setup guide

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Norstar Voice Mail
Speech Recognition Automated Attendant
Set Up and Operation Guide

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P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
Contents
Chapter 1 Speech Recognition Automated Attendant 1
Overview 1
How this guide is organized 1
Chapter 2 Speech Recognition Automated Attendant feature descriptions 3
Overview 3
Automated Attendant Speech Recognition voice prompts 3
Handling homonyms 4
Speech Recognition Automated Attendant interaction with the
Automated Attendant or a Custom Call Routing (CCR) Tree 5
Speech Recognition Automated Attendant Interaction with Touchtone
Greeting 5
Voice Activated Dialing 6
Chapter 3 Setting up the Speech Recognition Automated Attendant 7
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
Enabling the Voice Activated Dialing feature 11
OptimizingtheCompanyDirectoryforusewiththeSpeechRecognition
Automated Attendant 12
Reviewing the Speech RecognitionAutomated Attendant Directory 13
Creating a Speech Recognition Automated Attendant Directory
extended name 14
Creating a Speech Recognition Directory alias 15
Maximum Speech Recognition Directory entries 16
Programming the Speech Recognition Automated Attendant from a Norstar
telephone 17
Enabling the Voice Activated Dialing feature 17
Enabling the Speech Recognition Automated Attendant and
customizing the voice prompts and greetings 17
Testing the Speech Recognition Automated Attendant 18

ii Contents
Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0
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

P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
Speech Recognition Automated Attendant
Overview
Speech Recognition Automated Attendant consist of two features:
• Speech Recognition Automated Attendant - This feature gives outside callers
the ability of directing their own calls by speaking the name of the person they
want to reach.
•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.
How this guide is organized
This guide is intended to assist theSystem Coordinator with the set up of the Speech
Recognition Automated Attendant and to serve as an ongoing reference aid.
The Speech Recognition Automated Attendant Set Up and Operation Guide is
organized into the following sections:
Section Topic(s)
Overview Overview of Speech Recognition Automated Attendant features
Speech Recognition
Automated Attendant
features
Detailed description of the Speech Recognition Automated Attendant
features
Setting up the Speech
Recognition
Automated Attendant
Description of procedures for setting up the Speech Recognition
Automated Attendant from either the telephone set or Norstar Voice
Mail Manager
Maintaining and
optimizing the Speech
Recognition
Automated Attendant
Description of how to analyze usage reports
1

P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
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. The Speech Recognition
Automated Attendant default main prompt is “ If you know the name of the
department or person you wish to reach, say the name by clearly speaking into the
phone now” .
You can record your own customized Speech Recognition Automated Attendant
main prompt. For example, “Please speak the name of the person or department
you want to contact. If you do not know the name of the person, say operator or
press
‚
and you will transferred to the company operator.”
After the Speech Recognition Automated Attendant main prompt plays, the system
waits for the caller to speak a name. Callers can interrupt the prompt by speaking a
name at any time while the prompt is playing.
If the Speech Recognition Automated Attendant has difficulity matching the
spoken name, the caller is re-prompted to speak a name. The default repeat prompt
is “This is a Speech Recognition system. Following the tone, please say the name
of the person you wish to reach or enter the extension, or press 0 to speak with an
operator” .
You can record your own customized Speech Recognition Automated Attendant
repeat prompt. For example, “ Your call is being handled by our Speech Recognition
system. Please say the employee’s first and last name, or press
£ for more
options .”
2

4 Speech Recognition Automated Attendant feature descriptions
Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0
When the caller speaks a name, the Speech Recognition Automated Attendant
attempts to match the spoken name with the spoken name from the Company
Directory. The Speech Recognition Automated Attendant plays best match to the
caller using the spoken name recorded in the Company Directory. After a match is
found, the default confirmation prompt “ Did you say: <spoken name>?” plays.
You can record your own customized Speech Recognition Automated Attendant
confirmation prompt. For example, "Do you want to be transfered to <spoken
name>?”
The Speech Recognition Automated Attendant waits for a “yes” or “no” answer. If
the caller says “yes”, the caller is transferred to the appropriate extension or to a
mailbox if the person does not have an extension. If the caller says “no”, the Speech
Recognition Automated Attendant prompts the caller for another name, except in
the case of homonyms. For more information about homonyms, refer to Handling
homonyms. Any names that have been previously declined are automatically
eliminated before the system selects the next best match. The default decline
prompt is “ Following the tone, please say the name of the person you wish to reach
or enter the extension, or press 0 to speak with an operator” . You can record your
own customized Speech Recognition Automated Attendant declined prompt.
After the caller speaks the name again, the Speech Recognition Automated
Attendant attempts to match spoken name with a spoken name from the Company
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. If the Company Directory contains one or more
homonyms for a spoken name, the Speech Recognition Automated Attendant
proposes each homonym to the caller until a name is selected, or the list of
homonyms is exhausted.
If the Speech Recognition Automated Attendant determines that there are too many
homonyms to be presented to the caller, a message is played indicating that too
many similar names have been found. The caller is then transferred to the
Automated Attendant or to a Custom Call Routing (CCR) Tree, depending on your
Norstar Voice Mail configuration.
While callers may be able to differentiate homonyms by the recorded voice names,
users who have homonyms should include some additional identifying information
when they record their name in the Company Directory. For example, “David
Smith, Software Development”. For more information refer to "Optimizing the
Company Directory for use with the Speech Recognition Automated Attendant" on
page 12 and "Creating a Speech Recognition Directory alias" on page 15.

Speech Recognition Automated Attendant feature descriptions 5
P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
Speech Recognition Automated Attendant interaction with the Automated
Attendant or a Custom Call Routing (CCR) Tree
Youcan configurean existingAutomatedAttendantorCustom CallRouting(CCR)
Tree to work with the Speech Recognition Automated Attendant. Callers can press
the
£ key at any time to transfer out of Speech Recognition Automated Attendant
and into the main menu of either the Automated Attendant or Custom Call Routing
(CCR) Tree, depending on your Norstar Voice Mail configuration
You do not need to include any Automated Attendant-specific or Custom Call
Routing (CCR)-specific instructions in the Speech Recognition Automated
Attendant main prompt. However, you may want to record custom versions of your
main greeting so that the voice matches other custom prompts and greetings. For
more information, refer to Norstar Voice Mail Set Up and Operation Guide .
Speech Recognition Automated Attendant Interaction with Touchtone Greeting
The Speech Recognition Automated Attendant allows both rotary and touchtone
callers the ability to route their own calls, rather than relying on the company
operator.
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 .

6 Speech Recognition Automated Attendant feature descriptions
Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0
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
person they want to reach. The Voice Activated Dialing feature is accessed by
pressing
ƒ ·°° . Voice Activated Dialing can be accessed from any
Norstar set, including analog sets attached via an Analog Terminal Adapter (ATA).
The Voice Activated Dialing feature performs similarly to the way the Speech
Recognition Automated Attendant operates, with these differences:
• After the user presses ƒ ·°° , a tone is heard after which the
user speaks the name of the person they want to contact. No Matches found
is displayed when the user fails to provide a name, or provides an invalid name.
•When users are transferred out of Voice Activated Dialing, because there is no
voice match or there is three errors, they are routed directly to the regular
Company Directory.
• The DIR
softkey or the
£
key can be used to transfer out of Voice Activated
Dialing feature and into the regular Company Directory.
• The Voice Activated Dialing confirmation prompt plays only the recorded
name back to the user.
• Users confirm a voice match by pressing OK
or the
£
key rather than saying
“yes”. If the user does not confirm the voice match within three seconds, the
Voice Activated Dialing proceeds as if OK was pressed. Users decline the voice
match by pressing RETRY
or the
•
key. After a selection is declined, Voice
Activated Dialing presents the next homonym (if there is one) or re-prompts the
user to say the name again.

P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
Setting up the Speech Recognition
Automated Attendant
Programming overview
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
Norstar Voice Mail Manager does not have voice recording capabilities,
you can record customized voice prompts and greetings from a Norstar two-
line telephone.
A Norstar two-line telephone can be used to set up the following Speech
Recognition Automated Attendant features:
• Enabling or disabling the Voice Activated Dialing feature
• Enabling or disabling the Speech Recognition Automated Attendant per
Greeting Table
•Customizing the Speech Recognition Automated Attendant voice prompts and
greetings
Any other Speech Recognition Automated Attendant programming must be done
by using Norstar Voice Mail Manager
3

8 Setting up the Speech Recognition Automated Attendant
Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0
Setting up the Speech Recognition Automated Attendant using
Norstar Voice Mail Manager
The Speech Recognition Automated Attendant features must be configured by
using Norstar Voice Mail Manager. Norstar Voice Mail Manager must be installed
on a PC and the PC must be connected to the Norstar Applications Module (NAM)
via a dial up connection or connected to the same TCP/IP network as the NAM. For
more information on installing Norstar Voice Mail Manager client software, refer
to the Norstar Voice Mail Set Up and Operation Guide .
Starting the Norstar Voice Mail Manager client software
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.
The information that appears in the screen below is an example.
4. Enter your Norstar Voice Mail Server Name or IP Address.
5. Enter your System Coordinator Mailbox number and password combination
and click OK .
6. The NVM Manager screen appears.

Setting up the Speech Recognition Automated Attendant 9
P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
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" on page 15.
• Greeting Table - Which allows you to enable the Speech Recognition
Automated Attendant feature for a Greeting Table(s). Also, from the Greeting
Table menu you can record the custom prompts. For more information, refer to
Customizing the Speech Recognition Automated Attendant voice prompt and
greetings below.
• Internal Name Dialing - Which allows you to enable or disable the Voice
Activated Dialing.
Enabling the Speech Recognition Automated Attendant
1. Click on the Greeting Table sub-menu from the Speech Rec main menu.
2. Select the number of the Greeting Table you want to enable the Speech
Recognition Automated Attendant on. The corresponding Greeting Table
Setup window appears. The screen below is an example.
3. Select the Enabled checkbox.
4. Click on the OK button.

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Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0
The Speech Recognition Automated Attendant is now enabled.
If you want to assign the Speech Recognition Automated Attendant to other
Greeting Tables, repeat these steps.
Customizing the Speech Recognition Automated Attendant voice prompt and
greetings
The Speech Recognition Automated Attendant is equipped with default voice
prompts for the Main, Repeat, Confirm and Decline prompts. After the Speech
Recognition Automated Attendant is enabled, the default voice prompts play
automatically.
You can customize any of the Speech Recognition Automated Attendant voice
prompts. For more information on the default voice propmts, refer to "Automated
Attendant Speech Recognition voice prompts" on page 3.
To customize an Speech Recognition Automated Attendant voice prompt:
1. Select Greeting Table from the Speech Rec main menu.
2. Select the number of the Greeting Table that you want to customize the
Speech Recognition Automated Attendant prompts. The corresponding
Greeting Table Setup window appears. The screen below is an example.
3. Click on the checkbox of the Speech Recognition Automated Attendant voice
prompt you want to customize.
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.

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P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
5. Record the custom prompt. The status of the customized voice prompt
changes to RECORDED.
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
ƒ ·°°
, you must enable
the Voice Activated Dialing feature.
1. Select the Internal Name Dialing from the Speech Rec menu.The Speech
Recognition Properties window appears.
2. Click on the Enabled checkbox to enable Voice Activated Dialing.
3. Click on the OK button to close the Speech Recognition Properties window.

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Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0
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:
• Entries without a recorded name
Entries without a recorded name cannot be accessed by the Speech Recognition
Automated Attendant. If a mailbox is uninitialized, contact the user and request
that they initialize their mailbox and record their name in the Company
Directory.
• Names using initials or incomplete names
You must modify these types of entries. For more information, refer to
"Creating a Speech Recognition Automated Attendant Directory extended
name" on page 14.
• Entries marked as homonyms
Encourage these users to record identifying information, such as their
department name, in their recorded names. Select Play Name from the Speech
Recognition Directory to determine if the spoken name is adequate. If the
spoken name is not adequate, you may need to add an alias entry. For more
information on adding an alias, refer to "Creating a Speech Recognition
Directory alias" on page 15.
• Names that do not follow conventional pronunciation rules
If names do not follow conventional pronunciation rules, you must add an
Extended Name to match the actual pronunciation. For more information, refer
to "Creating a Speech Recognition Directory alias" on page 15.
• Users who need to be accessed by their role or other identifying information
If a user needs to be accessed by their role, such as the operator, you must set
up an alias for these mailboxes. For more information, refer to "Creating a
Speech Recognition Directory alias" on page 15.

Setting up the Speech Recognition Automated Attendant 13
P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
Reviewing the Speech Recognition Automated Attendant Directory
The Speech Recognition Automated Attendant Directory lists the names of the
Norstar Voice Mail users that are accessible through the Speech Recognition
Automated Attendant feature.The Speech Recognition Automated Attendant
Directory can have a maximum of 500 entries.
Figure 2 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.
•Type - Is the type of mailbox. The mailbox types can be Default, Extended or
Alias. The type is assigned as “Default” when a mailbox is created. You can
assign “Extended” or “Alias” as a type to special names you create for the
Speech Recognition Automated Attendant Directory.
•Number - Is the user’s mailbox number. A mailbox number normally appears
only once in the list, but appears a second time if you have defined an alias for
this mailbox user. For example, Patrick Chatterton, mailbox 5813 will appear in
the Speech Recognition Automated Attendant Directory. If you decide to make
an alias for Patrick, “Pat Chatterton, mailbox 5813” will also appear in the
Speech Recognition Directory.
•Enable - The letter Y indicates that the name is included in the Speech
Recognition Automated Attendant Directory and available to callers.
•Homonym - The letter Y indicates that this name is identified as a homonym.
Homonyms require extra set up steps to ensure the user’s name can be found in
the Speech Recognition Automated Attendant Directory. For more information
on creating an alias, refer to "Creating a Speech Recognition Directory alias" on
page 15.

14 Setting up the Speech Recognition Automated Attendant
Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0
By default the Speech Recognition Automated Attendant Directory is sorted by the
Name.You cansort theSpeech RecognitionAutomated AttendantDirectory byany
other field, by clicking the mouse on the field column title.
The Properties button takes you to the Mailbox Administration window. After
changes have been made to mailbox, the Speech Recognition Automated Attendant
Directory is updated to reflect the changes.
The Play Name button plays the spoken name of the mailbox user. An error dialog
appears if no spoken name is recorded. A spoken name will not be played if the
mailbox is uninitialized. Click on the Play Name button to determine if the spoken
name is accurate, especially in the case of homonyms and aliases.
Creating a Speech Recognition Automated Attendant Directory extended name
In most cases, the 16-character text name that appears on the Norstar telephone
display is enough to identify a user. However, you may need to add more characters
to the name for accurate matching by the Speech Recognition Automated
Attendant.
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.
To create a Speech Recognition Directory extended name:
1. Select a mailbox from the Speech Recognition Directory.
2. Click on the Properties button.The Mailbox Administration window appears.
3. Enter the full name of the user in the Extended Name field. The Extended
Name can be a maximum of 40 characters.

Setting up the Speech Recognition Automated Attendant 15
P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
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). It does not include Fax Overflow or Network Delivery
mailboxes.
Creating a Speech Recognition Directory alias
Providing an alias (alternate name) for a Speech Recognition Automated Attendant
entry improves the likelihood that a caller will be able to match their request.
Creating an alias is optional.
You should add an alias to the Speech Recognition Automated Attendant Directory
if:
•the user is usually referred to by a nickname or initials
• the spelling and/or pronunciation of the name do not follow normal language
conventions. Change the spelling of the name to better reflect the pronunciation
and to produce better matching.
• the person needs to be accessible using a role or other name in addition to a
personal name. Encourage the user to rerecord their name, adding the required
information such as their role. For example, David Smith, Software
Development.
To create a Speech Recognition Directory alias:
1. Select the mailbox from the Speech Recognition Directory.
2. Click on the Properties button.The Mailbox Administration window appears.

16 Setting up the Speech Recognition Automated Attendant
Speech Recognition Automated Attendant Set Up and Operation Guide P0886635 Issue 1.0
3. Enter the alias for the user in the Alias field. The alias can be a maximum of
40 characters.
4. Click on the OK button to close the Mailbox Administration window.
Note: When the Speech Recognition Automated Attendant Directory is updated,
a new entry is added with the type identified as “Alias”.
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).
You must delete some Speech Recognition Automated Attendant Directory aliases
or exclude some users from the Company Directory before the Speech Recognition
Automated Attendant can re-enabled.
To delete a speech recognition alias:
1. Select the mailbox from the Speech Recognition Directory.
2. Click on the Properties button.
3. Delete the text from the Alias field.
4. Select OK to close the Mailbox Administration window.
To remove a Speech Recognition Automated Attendant Directory entry:
1. Select the mailbox from the Speech Recognition Directory.
2. Click on the Properties button.
3. Deselect the Enable checkbox.
4. Select OK to close the Mailbox Administration window.
Note: You can also use these steps for users who do not want to be accessible
through the Speech Recognition Automated Attendant. After the entry is
removed from the Speech Recognition Automated Attendant Directory, it is
unavailable for either Speech Recognition Automated Attendant or Voice
Activated Dialing transfers.

Setting up the Speech Recognition Automated Attendant 17
P0886635 Issue 1.0 Speech Recognition Automated Attendant Set Up and Operation Guide
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
Enabling the Speech Recognition Automated Attendant and customizing the
voice prompts and greetings
1. Press ƒ
· ° ‹ .
2. Enter the System Coordinator Mailbox number
and password, then press OK .
3. Press AA .
4. Press ¤ .
5. Press CHNG to enable Internal Speech
Recognition.
Press OK to return to Automated Attendant
Administration.
1. Press ƒ
· ° ‹ .
2. Enter the System Coordinator Mailbox number
and password, then press OK .
3. Press AA .
4. Press TABLE .
5. Enter the Greeting Table number and press OK.
Log:
QUIT RETRY
Admin
MBOX OTHR
Auto Atdt Admin
GRTG TABLE LINES
F988 SR:N
O K
Log:
QUIT RETRY
Admin
MBOX OTHR
Auto Atdt Admin
GRTG LINES
Grtg table:
RETRY