Vidicode Espero Desktop User manual

Voice Server
Voice ServerVoice Server
Voice Server Espero
Espero Espero
Espero
for ISDN
for ISDNfor ISDN
for ISDN II
IIII
II &
& &
& PRI
PRIPRI
PRI
Manual
ManualManual
Manual
1.019 09 © Vidicode 2009

Manual Voice Server Espero © Vidicode 2009
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Manual Voice Server Espero © Vidicode 2009
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Recorder
RecorderRecorder
Recorder-
--
-keys desktop model
keys desktop modelkeys desktop model
keys desktop model
Record ackward Stop Pause/Play Forward Skip
Recorder keys 19” model
Recorder keys 19” modelRecorder keys 19” model
Recorder keys 19” model
On the 19” model the numerical keys and the recorder keys are
combined. This is possible because depending on the selected procedure
the function of the keys is always obvious.
About the recorder keys on all models
About the recorder keys on all modelsAbout the recorder keys on all models
About the recorder keys on all models
During recording and playback the recorder keys have the standard
recorder key functions.
Otherwise the and keys can be used to scroll through a
selection of recordings, numbers in a number list or through a settings
menu. The key will always exit the current operation. When editing
text they function as explained in the table of the alpha-numerical
functions below.

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Function
FunctionFunction
Function-
--
-keys desktop model
keys desktop modelkeys desktop model
keys desktop model
Function keys 19” model
Function keys 19” modelFunction keys 19” model
Function keys 19” model

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Alfa
AlfaAlfa
Alfa-
--
-numerical functions
numerical functionsnumerical functions
numerical functions

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Care and Maintenance
Care and MaintenanceCare and Maintenance
Care and Maintenance
Keep the Voice Server dry. If it gets wet, wipe it
dry immediately with a soft, clean cloth. Liquids
might contain minerals that corrode the electronic
circuits.
Use and store the Voice Server only in
temperature conditions between 0 and 40 degrees
Celsius. Temperature extremes can shorten the life
of electronic devices and distort or melt plastic
parts.
Keep the Voice Server away from excessive dust
and dirt.
Do not use aggressive chemicals, cleaning solvents
or strong detergents to clean the Voice Server.

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Contents
ContentsContents
Contents
1 Introduction............................................................13
1.1 Several models, one manual.................................13
1.2 asic functions.......................................................14
1.2.1 Call Attendant.............................................................. 14
1.2.2 Call Transfer and Call Queue ......................................14
1.2.3 Voice mail .....................................................................14
1.2.4 Call Logging and Call Statistics ...................................14
1.2.5 Data storage................................................................. 15
1.3 Network.................................................................15
1.4 Search voice mail...................................................16
1.5 Pass through connection system........................... 16
1.6 Audio compression for recording......................... 16
2 Installation ..............................................................17
2.1 What is in the box? ...............................................17
2.2 Connecting the power supply...............................18
2.2.1 On the desktop model................................................. 18
2.2.2 On the 19” model ........................................................ 18
2.3 Connecting the ISDN lines ....................................19
2.3.1 Connecting to asic Rate ISDN.................................... 22
2.3.2 Connecting to E1 Primary Rate ISDN..........................24
2.4 Connect the network ............................................25
2.5 Disconnecting ISDN...............................................25
3 Configuration and operation.................................27
3.1 ISDN procedures....................................................27
3.2 Operation basics....................................................28
3.2.1 Function keys ...............................................................28
3.2.2 Soft keys ....................................................................... 28
3.2.3 Frequently used key indicators ...................................29
3.2.4 Save Changes ...............................................................30
4 System configuration .............................................31
4.1 Opening the System menu ...................................31

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4.2 Call Attendant.......................................................31
4.3 User Greetings.......................................................32
4.4 Call Statistics..........................................................32
4.5 Answering time.....................................................32
4.6 No Answer Timeout ..............................................33
4.7 Minimum Recording Duration.............................. 33
4.8 Maximum Recording Duration .............................34
4.9 Stand Alone Mode ................................................34
4.10 Connection ............................................................35
4.11 Total lines ..............................................................35
4.12 Number list............................................................35
4.13 Number filter.........................................................36
4.14 Replacement..........................................................37
4.15 Notification ...........................................................37
4.16 [] Action...........................................................38
4.17 [] Dialling.........................................................39
4.18 Compression..........................................................41
4.19 CryptoCard ............................................................41
4.20 CD Copy.................................................................42
4.21 CD Copy time.........................................................42
4.22 Auto Delete...........................................................43
4.23 Protect the Voice Server with a Password............43
4.24 Remove Password protection ...............................44
4.25 Set the Clock..........................................................44
4.26 Set the Language ..................................................45
5 Configuration of the Ethernet interface...............46
5.1 Network active......................................................46
5.2 FTP active...............................................................47
5.3 FTP user .................................................................47
5.4 FTP password.........................................................48
5.5 FTP server port ......................................................48
5.6 DHCP server...........................................................49
5.7 IP address...............................................................49
5.8 IP subnet mask ......................................................50
5.9 Gateway ................................................................50

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5.10 IP name..................................................................51
5.11 E-mail.....................................................................51
5.12 Reply address.........................................................52
5.13 SMTP server IP address..........................................52
5.14 SMTP-server port...................................................53
5.15 Domain name........................................................53
5.16 DNS server .............................................................54
5.17 NTP server..............................................................55
5.18 NTP port ................................................................55
5.19 GMT correction ..................................................... 56
5.20 UDP address...........................................................56
5.21 UDP port................................................................57
5.22 Telnet.....................................................................57
5.23 Service timer..........................................................58
5.24 Monitor active....................................................... 58
6 The Call Attendant .................................................61
6.1 What is it?..............................................................61
6.2 Record a voice menu.............................................62
6.3 What should the voice menu do ..........................63
6.4 Assign a telephone number to the menu ............65
6.5 More about the Attendant list .............................68
6.6 Some advice...........................................................69
7 Transfer messages...................................................71
7.1 Direct Connect and Notification messages...........71
7.2 Call Queue Transfer Messages..............................73
7.2.1 Introduction to Call Queues........................................73
7.2.2 Configuration of the Call Queue................................ 75
7.2.3 More about Call Queues .............................................77
8 Voice Mail ...............................................................81
8.1 Introduction to Voice Mail.................................... 81
8.2 The Voice Mail list.................................................81
8.2.1 Voice Mail to E-mail..................................................... 82
8.2.2 Voice Mail to (mobile) phone .....................................83

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8.3 Answering machine messages ..............................84
8.4 User Voice Mail .....................................................85
9 Data Input...............................................................87
10 System messages................................................89
11 Call Logging and Call Statistics .........................91
11.1 Introduction to call logging..................................91
11.2 How to work with call statistics? ..........................92
12 Call Recording....................................................93
12.1 Introduction to Call Recording .............................93
13 User commands..................................................95
14 Using the CD drive and the CD menu...............97
14.1 The CD menu.........................................................97
14.2 Free time left on CD..............................................97
14.3 Create CD directory...............................................97
14.4 Erase CD Re-writable.............................................98
14.5 Software update ...................................................99
15 The hard disk menu .........................................103
16 Acknowledgements .........................................105
16.1 Privacy..................................................................105
16.2 Guarantee............................................................105
16.3 Liability ................................................................ 106
17 Appendix A Call Statistics...................107
17.1 Example of the customer support department..107
17.2 The example of many unanswered calls ............ 108
17.3 Call Statistics when the Voice Server is in service108
18 Appendix Call Recording................109
18.1 Making recordings .............................................. 109
18.2 Search, playback, CD copy and monitoring........ 109

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18.3 Playback recorded calls and voice mail .............. 109
18.4 To search stored recordings................................ 110
18.4.1 Search according to local number......................... 111
18.4.2 Search according to remote number .................... 113
18.4.3 Search according to connected number ............... 114
18.4.4 Refined search according to channel number...... 116
18.5 Recording information........................................117
18.6 Copy recordings to CD ........................................ 118
18.6.1 Copy a individual recording...................................118
18.6.2 Copy a selection of recordings .............................. 119
18.7 Line status............................................................119
18.8 Monitoring .......................................................... 120
18.8.1 Monitoring on the desktop model........................120
18.8.2 Monitoring on all models ......................................122
18.9 The notification message....................................122
18.10 View a numberlist ............................................ 123
18.11 Add a number to the list..................................124
18.12 Remove a number from the list....................... 124
18.13 The Fax list........................................................ 125
18.14 The E-mail list .................................................. 125
19 Appendix C Encrypted recording ........127
19.1 Several types of CryptoCard ...............................127
19.2 Insert CryptoCard into the Voice Server............ 128
19.3 The CryptoCard and its PIN and PUC code ......... 128
19.4 Making an encrypted recording .........................130
19.5 Playing an encrypted recording.......................... 130
19.6 Using CryptoCards on a PC .................................131
20 Appendix D Quick CD Access System ......133
20.1 Install the software ............................................. 133
20.2 Start ..................................................................... 133
20.3 View recordings on CD........................................134
20.4 Create an archive on Hard disk...........................135
20.5 Recycle bin........................................................... 136
20.6 Export recordings................................................137

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20.7 On Line software update....................................137
20.8 Search recordings................................................138
20.9 Software Settings................................................139
21 Appendix E The Acces System software .....141
21.1 The Call Recorder Access System software......... 141
21.1.1 Playing recordings .................................................. 142
21.1.2 Queries .................................................................... 142
21.1.3 Call statistics............................................................ 142
21.1.4 Fax viewing .............................................................143
21.2 The RTR Call Monitor software...........................143
22 Appendix F APPLICATION NOTE ..............145
23 Index.................................................................147

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1 Introduction
1.1 Several models, one manual
The main features of the Espero are:
Selection Menu's, Call Queuing, Call Transfer and Data Input.
Answering Machines with Voice Mail functionality.
Call Statistics. A PC program is available to analyse and produce displays
as graphic or numeric charts.
With the addition of optional recorder-channels the Voice Server can
also be used as a Call Recorder.
The set up of the Voice Server can be done with the keyboard on the VS
itself. For more complex settings however, it is recommended to use the
special Voice Server Configuration PC software. This software is
connected with the VS through the LAN and is easy to use.
The VS is normally connected between the NTP (network termination
point) and the P X. However, the Espero can also operate "stand
alone", connected only to the NTP or behind a P X on a suitable ISDN
extension card.
Voice Server Espero is made for basic rate ( RI) or primary rate (PRI) ISDN
lines. There are four types available as desktop or 19” models:
• Voice Server PRI for one E1 line for up to 16 channels
• Voice Server PRI for one E1 line for up to 30 channels
• Voice Server RI for two S0 lines for up to 4 channels
• Voice Server RI for four S0 lines for up to 8 channels
Voice Servers are available with- or without recorder-channels. Recorder-
channels can be installed up to the maximum available for that model.
Depending on the model the Voice Server can simultaneously serve up
to 30 calls.
A Voice Server always has an internal hard disk and a network interface.
A CD writer is optional and available for the desktop model as well as
for the 19” model.
This manual applies to all variations of the Voice Server Espero. The
operation is kept almost the same between models.

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1.2 Basic functions
The Voice Server provides all common voice services used in telephone
systems:
1.2.1 Call Attendant
A call attendant answers calls and offers services. Possible services are, to
offer a selection of internal numbers to connect to, to offer a selection
of languages or to just provide spoken information.
1.2.2 Call Transfer and Call Queue
The Voice Server can transfer a call to an extension. This can be
automated and influenced by the schedule or based on the selection in
the call attendant menu. When a call is transferred this can be
announced with a spoken message. When stations are busy the Voice
Server can create a queue of callers waiting to be served. The caller will
be informed about the progress that he makes in the queue. In between
he can listen to music or spoken information.
1.2.3 Voice mail
When stations are not manned or busy, voice mail can be provided.
Voice mail is forwarded as E-mail to the user. It can also be listened to
from a local or remote telephone. Users can have immediate access to
their voice mail by just dialling in with their (mobile) phones. The voice
server will recognize their number and read out the voice mail.
The Espero is set up in such a way, that the individual user can control
his voice mail from his own extension like on a mobile phone.
Voice mail can also be configured by the systems manager which has a
somewhat different purpose. An example would be to leave messages
for the service department.
All voice mail will be stored and kept as a searchable database unless the
Voice Server is instructed to erase it after a while.
1.2.4 Call Lo in and Call Statistics
A Voice Server is usually bought to cope with an existing problem in the
handling of telephone calls. Many problems however are unknown.
Quite often it is unknown how many calls remain unanswered and how
they are distributed over departments or times of the day. To come up
with a good solution it is important that you analyse the data of a
certain period, of departments, etc.

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After installing the Espero it is important to keep track of the call
statistics. When you create a call queue for example and the callers have
to wait too long in the queue you will loose them.
The Espero can make a record of every call. With the Access Software
you can analyse these data and find the trouble spots in the handling of
calls. This will allow you to adapt the procedures when problems are
found.
1.2.5 Data stora e
Voice Servers are designed for continuous unattended operation. All
messages and voice prompts are stored digitally on the internal hard
disk. The hard disk has sufficient capacity to store voice mail and call
recordings over a long period. The Voice Server issues a warning when
the hard disk is getting full. If the warning is ignored the oldest voice
mails or call recordings will be overwritten by the newest.
Stored voice mail, logged call data and call recordings can be accessed
on PC’s via the LAN using the optional Call Recorder Access System
software.
You can copy files from the hard disk to CD if your Voice Server is
equipped with a CD drive. This can be done in different ways for
different purposes. It is possible to copy single files, copy a selection of
voice mail and other recordings or automatically copy all new
recordings. Recordings on CD can be viewed and played with the Call
Recorder Quick CD Access System software that comes with the Voice
Server ISDN with CD.
The Espero has a connection for a headset and a headset is always
supplied with the product. It can be used to create voice prompts. It can
also be used to monitor calls and to listen to recordings.
1.3 Network
The Espero features an Ethernet interface. It can be connected to a PC or
computer network through the Ethernet interface. With its own IP
address it will act as an FTP-server from which files can be downloaded
using any FTP client. See also 5.1
The network interface has many applications:
The Espero can be configured and controlled from a PC in the network.
For many users this will be the preferred way to configure the Espero.
Configuration software for PC’s with Microsoft Windows is included
with the product or can be downloaded from our website
www.vidicode.com.
Voice mail will be forwarded to the users via E-mail . This is a network
application. The Espero will E-mail its status to the network manager in

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case of a malfunction. Yet another application of the Ethernet
connection is to set the clock using NTP (Network Time Protocol).
The Call Recorder Access System software can be used to connect to the
Voice Server over the network to retrieve voice mail and recorded calls
and archive them on the PC. The Call Recorder Access system can present
the call statistics assembled by the Espero in the form of bar charts. The
Call Recorder Access System software has extensive archiving capabilities
including the creation of special archives suited for backup on CD. A
special version of the Call Recorder Access System allows for fax image
recovery of recorded fax transmissions.
1.4 Search voice mail
The Espero has a search function to find and play specific voice mail and
(if the Call Recorder option is used) Recorded Calls. They can be searched
for according to date, local or remote telephone number and line
number. The system has an internal speaker for playback of recordings.
1.5 Pass throu h connection system
A Voice Server will be connected between the public telephone network
and your telephone system. All ISDN channels pass through the internal
bus of the Espero and it can take control at any time. Pass Through is
also occasionally called In-Line.
As a consequence of the pass through connection the Espero can also
intercept the D-channel and therefore control signalling between the
telephone system and the network. This is used to filter numbers sent by
the P X so that they are not sent to the line.
It can be used to capture commands from the user to the recorder which
has several applications that will be explained in this manual.
ecause of pass through mode the Espero is equipped with loop-
through relays to prevent disrupting telephone communication in case
of a power failure or another malfunction. The loop-through relays then
close to fall back into passive mode and ongoing telephone calls are not
disconnected.
1.6 Audio compression for recordin
The Espero has compression facilities on board to compress recordings
according to the G.723.1 format. Compression is only used for call
recording because it will accumulate a huge amount of data. G.723.1
compression has a good balance between audio quality and recording
size and can be reproduced on most PC’s with Microsoft Windows.
Compressed recordings take up 1/10th of the size of uncompressed
recordings. Therefore the compression has a profound effect on the
storage capacity in terms of recording time.

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2 Installation
2.1 What is in the box?
The following parts are supplied with your Voice Server Espero:
Desktop model PRI Mains power supply adapter and cable
ISDN cable with two RJ45 connectors
Headset with headset mount
This manual
19” model PRI Mains cable (not available for
Switzerland and Australia)
ISDN cable with two RJ45 connectors
Headset
This manual
Desktop model RI Mains power supply adapter and cable
2 or 4 ISDN cable with two RJ45
connectors (2 meter)
2 or 4 ISDN cable with two RJ45
connectors (30 centimetres)
2 or 4 ISDN T-adapters
Headset with headset mount
This manual
19” model RI Mains cable (not available for
Switzerland and Australia)
2 or 4 ISDN cable with two RJ45
connectors (2 meter)
2 or 4 ISDN cable with two RJ45
connectors (30 centimetres)
2 or 4 ISDN T-adapters
Headset
This manual
All models with CD recorder A CD with Call Recorder Quick CD Access
software
A recordable CD

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2.2 Connectin the power supply
2.2.1 On the desktop model
The Espero desktop model is powered through an AC power adapter. It
does not have an On/Off switch; the Voice Server is turned on by
connecting the power supply.
2.2.2 On the 19” model
Use the supplied mains cable. The Espero does not have an On/Off
switch; it is turned on by connecting the power supply.
In some countries (Switzerland, Australia) no mains cable is supplied
because it cannot be bought in the country of manufacture (The
Netherlands). Any standard computer mains cable will do.

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2.3 Connectin the ISDN lines
Voice Server Espero desktop model
Voice Server Espero desktop model Voice Server Espero desktop model
Voice Server Espero desktop model
1. Menu keys
2. Display
3. Function keys
4. Speaker
5. Alfa-Numerical keys
6. CryptoCard reader
7. CD Drive
8. Recorder keys
9. Speakerphone key
10. Volume adjustment

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Voice Server Espero Desktop model ISDN II
Voice Server Espero Desktop model ISDN IIVoice Server Espero Desktop model ISDN II
Voice Server Espero Desktop model ISDN II Connections
Connections Connections
Connections
1. Power
2. Loudspeaker
3. Microphone
4. RS232 serial connection
5. Ethernet/LAN
6. ISDN RI 4 IN/OUT
7. ISDN RI 3 IN/OUT
8. ISDN RI 2 IN/OUT
9. ISDN RI 1 IN/OUT
Voice Server Espero desktop model PRI Connections
Voice Server Espero desktop model PRI ConnectionsVoice Server Espero desktop model PRI Connections
Voice Server Espero desktop model PRI Connections
1. Power
2. Loudspeaker
3. Microphone
4. Ethernet/LAN
5. RS232 serial connection
6. ISDN PRI Out
7. ISDN PRI In