Manufacturer: Samsung Telecommunications America (Prostar)
Model: Prostar 56/120
Software Version: A & B dated July 1993 or later.
Prostar Hardware Requirements: MSLC-2 card for each 4 VoiceTrak ports. (SLT cards do not provide voice mail integration.) MSLC-2 card must have Level 5 or higher ROM software.
VoiceTrak Parameter Settings:
| Custom Page 1 | DTMF Disconnect | 8192 | |
| 178 | Custom Page 2 | Message Light On | 41E or 41,E or ,41,E |
| 179 | Custom Page 2 | Message Light Off | 42E or 42,E or ,42,E |
| 180 | Custom Pg. 2 | Grunt | 1 |
| 181 | Custom Pg. 2 | Threshold Grunt | 9000 |
| 119 | Custom Pg. 2 | Fixed/Var Box | 1 |
Important:
All other VoiceTrak parameters must be set to Default.
Use Tone/Cadence file: PROSTAR.DCS
SET PBXTYPE=PRO56
Message Waiting Lights - technician should test codes provided to find set that works best for the software version being used.
Transfer to fax machine. The PROSTAR.120 tone table includes incoming fax detection. You may add an "X" type mailbox which transfers to a fax machine. Also add a line to the VOICE.BAT file which says: 'SET FAX_BOX=xxx' where xxx is mailbox for the fax machine. Not all fax machines send good CNG tones and will not transfer, but if fax tones are detected, the call will transfer to the extension specified in the FAX_BOX setting.
VoiceTrak Mailbox Types - All mailboxes should be N type for no monitoring during call transfers. Also note that hunt groups can and in some cases should be given VoiceTrak mailboxes. Hunt groups can forward to a unique mailbox number on a busy or no answer condition.
Set for RING or VOICE as requested by the customer. AUTO can produce erratic results.
Many customers prefer to not hear the DTMF tones which are sent by the keysets.
Ask the customer about their preference! This system-wide feature can forward intercom calls to VoiceTrak - if the called station has been forwarded to the VoiceTrak system.
The 56/120 has up to 30 station hunt groups available. Each group is designated for normal or voice mail. Designate the VoiceTrak hunt group as a Voice Mail Group. Since group 500 (or 50) is typically used for the attendant hunt group, we suggest that you pick an easy-to-remember hunt group number like 505 (or 55 in a 2-digit installation). The hunt group ring mode must be set for SEQUENTIAL ringing to avoid call collision on the utility port. We recommend that the overflow timer be set for 10 seconds and the attendant group be programmed as the next hunt group destination. All VoiceTrak ports should be included in the group.
This option must be set for the programming in MMC #94 to function. This option determines whether the SLT port is for a normal SLT extension or a VoiceTrak port. Set for VM/AA.
All VoiceTrak ports should be programmed as Data ports to prevent intrusion and warning tones.
VoiceTrak can be used to answer incoming calls on some or all lines in the day or night mode. Use MMC 60 and/or 61 to program CO lines to ring the voice mail hunt group specified in MMC 33.
When calls are forwarded to VoiceTrak so the caller can leave a message, the 56/120 sends a series of DTMF tones so the caller is directed to the proper mailbox. The 56/120 has a space of 100ms between DTMF tones. Since VoiceTrak is now shipped with faster computers it is possible that VoiceTrak will begin playing certain system prompts before the 56/120 is done dialing the insertion codes. To help prevent this, MMC 72 can be used to shorten the time between DTMF digits. The default off time is 100 ms. Try changing this to 60 ms to decrease the pause.
This timer determines how long a station rings before forwarding to VoiceTrak. This is a 56/120 system-wide feature. We recommend the default setting of 15 seconds, but this can be changed as directed by the customer. It is critical that the Transfer Recall timer be set significantly higher than the Forward - No Answer timer or conflicts can result.
This timer must be set higher than the Forward - No Answer timer. We recommend 60 seconds. See above for details.
Note that use of MMC #5 may prevent use of message waiting light codes, particularly if extensions beginning with '4' are used as flexible numbers. Use extreme caution with this feature
These selections must be set properly for VoiceTrak to function. What follows is a detailed discussion of how these features work with VoiceTrak.
DTMF Extension Numbers - Set to 'Used' or 'Not Used'. SET TO USED.
When this option is set many features are enabled. For example, a system user picks up a 56/120 extension and dials the 3 digit number for the main VoiceTrak number. The 56/120 automatically dials the '*' key (if set below) plus the extension number of the phone used. The caller will immediately hear, "Please enter your password" if a VoiceTrak password is used, or if a password is not used the caller will hear the message status and personal menu options. To retrieve messages on most other phone systems the caller dials the VoiceTrak number + '*' + the mailbox number + the password. This feature puts 56/120 head and shoulders over most other phone systems.
DTMF Call Type - Set as follows:
| Direct Call | * |
| Recall | # |
| Forward All | # |
| Forward Busy | # |
| Forward No Answer | # |
| Trk | X (Blank) |
| Overflow | # |
| Msg | * |
| DID | Blank if not used, # if used |
Discussion of DTMF Call Type (as set above)
Direct Call refers to a 56/120 extension calling a VoiceTrak port. The 56/120 sends a '*' plus the extension number of phone being used for the call. The caller will hear, "Please enter your extension number" if a password has been programmed, or "You have __ new messages, __ old messages" if a password has not been programmed for that extension.
We recommend that one of the round soft keys on the 824 or 816 set be programmed as a speed dial key to the VoiceTrak hunt group. When messages are left the Message light will come on. The system user can press either the Message key or the round soft key to call VoiceTrak. However, if no message has been left the Message button can not be used to call VoiceTrak, so a second button is highly recommended.
Feature B software also includes a MSG call type, which means the MSG key has been pressed. Both Direct and MSG should be set to dial a "*".
Common area phones generally will not have corresponding mailboxes. When these phones are used to call VoiceTrak, the caller may hear a slight delay. The 56/120 is sending a '*' plus the telephone extension number to VoiceTrak. The VoiceTrak software will determine that this is an invalid mailbox number and play the main company greeting. The caller may then dial '*' plus their personal mailbox number to retrieve messages from the system.
No Answer Forward means the Call Processing (Automated Attendant) portion of VoiceTrak transferred a call to an extension, and the extension was not answered. When the call returns, the 56/120 sends '#' + the extension number. This insures the caller on the CO line hears a personal greeting ("Hi. This is Mike...") instead of the main greeting ("Thanks for calling our company...).
Forward All means that the station user has forwarded all calls to VoiceTrak.
Forward Busy refers to the condition when the VoiceTrak Call Processing (Automated Attendant) transfers a call to an extension while that extension is busy. The call is returned by the 56/120 to VoiceTrak with a special code telling VoiceTrak the extension was busy. Two system-wide options are available for busy calls forwarded to VoiceTrak.
Forward Busy Option 1. (Recommended) Callers are sent directly to the personal greeting when forwarded from a busy station. The caller can leave a message or try another extension.
Forward Busy Option II. (Not recommended) Callers are informed the extension is busy and given the opportunity to remain on hold for that extension. The caller can also dial another extension or leave a message. If the customer has incoming 800 lines this can become expensive. It also occupies a voice mail port. We believe it is much better to send the caller directly to a voice mail box where they can leave a message or dial through to another extension.
If the customer INSISTS on allowing the caller to remain on hold for the station the procedure is simple
DTMF C.O. Numbers - Set for NOT USED.
DN2 Information - Set for NOT USED.
Progress Tones - Set for NORMAL.
Disconnect Signal. Set for DTMF. Set the DTMF digit as "A". THIS IS IMPORTANT!
Set for the letter "A" - use the up/down volume to scroll until you see the "A".
A disconnect signal refers to the method used by the telephone system to signal VoiceTrak that the caller has terminated the call during the session. The 56/120 system can use loop current drop or will repeat any DTMF tone 3 times. We have found a problem between the Rhetorex and Prostar equipment in communicating this loop current drop signal. The DTMF provides the same information and is more reliable in this case. In addition to the 12 DTMF buttons you can see, the tones A,B,C,D also exist and are the perfect disconnect signal. Set the VoiceTrak DTMF Disconnect signal located on the Setup/Custom menu to "8192" to signify the "A" signal.
Separator Digit - Do Not Use this feature. Disable.
Older versions of VoiceTrak don't include the DTMF Disconnect setting in the Setup/Custom screen. The best option is to upgrade to a new version of VoiceTrak with this feature. If you don't upgrade your VoiceTrak version it is necessary to set the 56/120 disconnect signal to "#" rather than "A" in MMC 94 or MMC 904. If this is not done, message waiting lights won't work properly.
| DN1 Extension Number | Used |
| DN1 Trunk Numbers | Not Used |
| DN2 Extension Number | Not Used |
| DN2 Trunk Numbers | Not Used |
| Call Type | Used |
| Progress Tones | Normal |
| Disconnect Signal | DTMF - Set for A tone! |
| Separator Digit | Not Used |
The 56/120 uses a type of automatic camp-on using Call buttons. These buttons are soft keys and determine the number of calls which can ring at an extension at the same time. A typical installation may have two Call buttons on a phone, but up to 10 call buttons may be programmed per station. For our example, assume that two call buttons are used, the phone is idle and one call is transferred to and answered at the extension. One Call button is now occupied. Assume that two more calls are transferred to the extension. The second call will begin ringing on the second Call button until the No Answer Timer limit has been reached. The third call does not have an available Call button, so Busy Forward goes into effect. Summary: One call is connected and the station is off hook, the second call rings at the extension and will eventually No Answer Forward to VoiceTrak, the third call does not have an available call button and will immediately forward to VoiceTrak.
Busy Forward and No Answer forward must be programmed at each telephone.
For Busy Forward -- Press Speaker; 621 + Hunt Group number for VoiceTrak.
For No Answer Forward -- Press Speaker; 631 + Hunt Group number for VoiceTrak.
For All Call Forward -- We suggest that a DSS button be assigned on each phone for All Call Forward. This allows the station user to forward all calls to VoiceTrak with one button, and the lighted DSS button provides a visual reminder that all calls have been forwarded. See MMC #80
The attendant group (or any other group) can be programmed to overflow to the voice mail hunt group. However, calls that overflow to the voice mail group will also include the DTMF Busy or No Answer code, plus the DTMF hunt group number. To strip this information so the caller hears the opening Salutation you must establish an "S" type mailbox. If the operator group is 500, and if it is programmed to overflow to the voice mail group, simply establish a "S" type mailbox number 500 and leave the extension field blank. When VoiceTrak encounters a No Answer situation for box 500, it will send the caller to the opening Salutation.
Also note that a hunt group can overflow to a VoiceTrak Q type mailbox. With a Q box, VoiceTrak will play greeting 1, then automatically transfer the caller to the extension or hunt group number listed in the extension field. Example: Hunt group 510 rings some phones. If 510 is not answered, it can overflow to VoiceTrak (say, group 505). VoiceTrak has a Q mailbox 510 established. The caller hears greeting one, which could say, "All agents are assisting other customers. Please stay on the line for the next available agent." The caller is now transferred back to 510, since 510 is listed in the extension field. The caller will just transfer back and forth forever. While this is not 'smart' call sequencing it may serve the needs of some companies.
With the caller on the line, press a DSS key programmed for the VoiceTrak hunt group or press <Transfer> and dial the VoiceTrak hunt group. When VoiceTrak answers, dial the mailbox number, press * and hang up. The caller will hear the personal greeting and can leave a message.
If the customer has multiple companies sharing a VoiceTrak and they wish to use automated attendant with a different greeting for each company try this approach. Instead of 'splitting' VoiceTrak ports and reducing system efficiency, make one big VoiceTrak hunt group and direct the trunks of the largest company (A) to this group. (Assume VoiceTrak is group 505). Now establish another group for company B (assume group 510) and direct the trunks to hunt group 510. Program group 510 so the overflow destination is hunt group 505 and the overflow timer is 2 seconds. Do not enter members for group 510! Next assume that you have configured Salutation 10 on VoiceTrak to play the greeting for company B, and that you have entered Department mapping for Salutation 10. Finally, establish VoiceTrak mailbox 510 with an extension of 10 and a Box Type of S. What will happen?
Calls to trunks for company A will ring directly to the VoiceTrak hunt group and play the proper Salutation. Calls to trunks for company B will actually ring to hunt group 505. After a 2 second delay, the calls will forward to VoiceTrak and send the code '#510'. This tells VoiceTrak to follow the rules for mailbox 510. Box 510 is a S (Salutation) box and will play the Salutation defined in the Extension field of box 510. Therefore, the caller will hear a slight pause, then hear the proper Salutation for company B. Since it is not necessary to 'split' VoiceTrak ports for each company, this results in better system utilization and save the customer money by reducing the need for more ports to handle the peak loads at each company.
If the VoiceTrak Zone Paging feature is used to announce calls from the automated attendant through the 56/120 paging system it is necessary to allow the VoiceTrak ports to initiate a page through MMC# 42 and the respective stations to receive pages through MMC# 43.
Warning!! If a proprietary set is receiving a page, that set cannot receive a transferred call. The call is transferred to the attendant. If the customer wishes to use the VoiceTrak zone paging feature we recommend one of two options.
I. Limit zone pages from VoiceTrak to external page zones.
II. Insure that stations using the zone paging feature are not included in the page zone dialed by VoiceTrak for that mailbox. For example, mailbox 222 can use the VoiceTrak zone page feature for zone 3, but station 222 should not be in the zone 3 page group.
Finally, MMC #74 (Page Time Out) has a default of 15 seconds. Consider 10 seconds.
B software allows you to send a DID line directly to a VoiceTrak mailbox. This feature would allow you to dial the DID number and go directly to a personal greeting. Unfortunately, the translation table is limited to 120 members so the service bureau can=t be too large.
A software does not have this capability and another trick is required. Establish a hunt group and program the DID line to ring that hunt group. The hunt group should overflow to VoiceTrak with the overflow timer set to 000. Steve at Telephone Warehouse tells us that the hunt group must have at least one member. He indicates the phone will ring for 2 to 1 ring and that the call will then go to the correct greeting. The best solution is to use B software, but this alternative may be appropriate for customers who will sacrifice simplicity for saving a few bucks...
If the customer has CO transfer capability (the ability to flash the CO and transfer a CO line) it is possible to send calls to an off-premises number. It is necessary that the customer have Centrex lines, 'Prestige' service or some other CO provided services that allows callers to be transferred if the CO is flashed. With some equipment and under certain circumstances it may be possible to flash the CO to get the call back if the line is busy or not answered. Due to the variations in the quality of CO equipment, and the type of ringback and busy tones available from the CO, this will not work 100% of the time. We don't recommend use of this feature because: A) It is not a 100% solution, B) The CO provides no music on hold and callers thing they have been disconnected, C) The numerous clicks and pops of the CO transfer convince many callers they have been disconnected. If you still wish to press on, also note that Prostar 56/120 A software (not B software) will disconnect the call if you just dial the code to flash the CO from a single line port. In other words, when getting the call back you can't just send a flash - you must send a flash and some other digit to fool the 56/120 into not dropping the call. It appears that this is not required on B software. Please contact our tech support department for assistance in establishing this feature.
The 56/120 has a problem with MMC 5 - if MWL's are sent from VT but not accepted by 56 - generally when a 41 or 42 is dialed the 56 returns busy tone - it means problems in the 56 programming have blown away the 4? codes.