Nitsuko / Tie Onyx VS & 3
Model: Onyx VS and Onyx 3
Software Version: Onyx Y04.03 K (VS version) and Onyx Rev Y03.20 (Tie Onyx 3 version)
Hardware Requirements: STA Dual OPX / ASI for each 2 voice mail ports
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Important: All other VoiceTrak parameters must be set to Default.
Use Tone/Cadence file: ONYXVS.TIE
The VoiceTrak VOICE.BAT file MUST include the lines:
Transfer to fax machine. The 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.
This switch provides advanced features through in-band DTMF signaling. While the feature list is fairly complete, the DTMF strings are variable, requiring VoiceTrak to time out before processing the digit string. Due to the design of the TIE this may make the operation of VoiceTrak appear sluggish. VoiceTrak will operate normally, except that a delay will be noticed while VoiceTrak interprets the variable length DTMF strings from the Onyx.
Read special note about programming the VoiceTrak department maps for root salutations on last page.
The VoiceTrak settings on this page are NOT optional. Any changes from those listed will keep the integration from working properly.
We developed this integration using a Tie Onyx VX with a STA Dual OPX/ASI, 12 SCU and PET 4 CO installed. We utilized 2 key sets, 1 CO port and 2 voice mail ports during the testing. The software version we used was Y04.03 K. (This integration has also been confirmed on a Tie Onyx 3 with rev Y03.20)
The Onyx VS sends a variety of DTMF tones to VoiceTrak during various types of call transfers. All information is interpreted and the call is handled appropriately. Following is a partial summary of features.
When voice mail is programmed 'installed' on the Onyx, station to station message waiting is not available. VoiceTrak will light and extinguish message lights. Also note that 'fast' flashing of the message light indicates a message, while slow flashing indicates a forwarded station. Important: Onyx documentation mentions that pressing the MSG key will show the number of messages in a voice mailbox. This is not true with VoiceTrak. We're fanatical about making sure message lights are on, and often send multiple commands to light a message light - just to make sure it's on. The Tie MSG key will not show the number of messages, but the excessive number of times we sent the code!
Calls forwarded to VoiceTrak in the No Answer, Busy/NoAnswer and All Call modes will hear the personal greeting of the caller and can leave a message.
When calling from their personal key telephone, system users can either press their message button or dial VoiceTrak. The first prompt they should hear is, "Please enter your password" if a password has been established for that mailbox. Suggestion: If some system users do not have a personal telephone, at least one common area telephone should NOT have a mailbox established so these people can retrieve messages. When a call is placed to VoiceTrak from an internal phone which does NOT have an associated mailbox, the calling party will hear the company greeting and can press "#" plus their mailbox number to retrieve messages. Important Note: VoiceTrak documentation indicates the "*" key + extension should be used to retrieve messages. We chose to change VoiceTrak to conform to the instructions in the Tie documentation. To retrieve messages from an ESL set, dial the VoiceTrak master number, wait for the prompt, then dial "#" plus the mailbox number.
Single line electronic phones and 2500 sets can call VoiceTrak by simply touching '*6' on the Tie Onyx 3 system, Rev Y03.20. We suspect that this feature also exists on the Tie Onyx VS system. If you find this feature works, please call our office so we can update this document. (Also note that if the numbering plan is changed for DID numbers starting with the digit '6', this direct access code may change to '*3'.)
The Onyx sends a DTMF signal to VoiceTrak when a call has been terminated. This should clear VoiceTrak ports quickly and allow for efficient system operation.
The Onyx sends a DTMF string indicating the type of call sent to VoiceTrak and the same sequence is sent on incoming CO calls. On our test system, CO line 1 send a station code of 348. CO 2 was 349, CO 3 was 350, etc. These number must NOT be used for mailboxes.
If CO number 1 is set to ring directly to VoiceTrak, and if CO 1 sends code 348, and if 348 is NOT used for any type of mailbox, the caller will hear the appropriate message (Salutation). Version 3.16 and higher of VoiceTrak has this capability.
We would prefer that the Onyx didn't send a DTMF string at this point because it adds an delay but we are not aware of a way to eliminate this DTMF string.
Internal Station A calls Internal Station B, and Internal Station B is busy
The Onyx sends to the caller a signal which alternates between ring and busy. The caller can touch their personal MSG button and will forward to the personal greeting of the called party. The caller can leave a message.
Internal User Talking on CO Call, Wants to Send Caller to a Voice Mail Box
This is especially popular with receptionists! A receptionist, or any system user, wishes to send a call to a particular voice mail box. Follow this sequence:
Press Intercom, then Message key, then dial the mailbox number and hang up.
The caller will hear the personal greeting of the called party and can leave a message. The person transferring the call doesn't need to worry about whether or not a station has been forwarded - the ONYX sends the call anyway.
Unfortunately TIE didn't provide the ability to send callers to mailboxes which are not possible on the phone system. For example, the company may wish to use mailbox 555 for a sales rep who never works in the office. The receptionist can't press intercom, msg key and dial 555 since 555 is not a valid TIE system number. We hope you Tie resellers will lobby Tie to modify that feature.
To activate call forwarding from a station to VoiceTrak:
a. Lift handset or press HF
b. Press Intercom (if not on ESL phone)
c. Press "#" key
d. Press MSG key (or dial VoiceTrak master ext. number on ESL phone)
e. Press call forward code 1, 2 or 3
f. Hang up or press HF. MSG key should flash.
To cancel call forwarding:
a. Lift handset of press HF
b. Press Intercom (if not on ESL phone)
c. Press "#" key
d. Hang up or press HF. MSG key should stop flashing.
The Onyx includes a DND feature on the keyset. If the station is set for call forwarding to VoiceTrak, and the DND feature is activated, the call forwarding is cancelled. Instead of using DND, we suggest the use of All-Call Forward.
IMPORTANT: For effective disconnect, the department mapping for each salutation must include a special line. Each salutation (the main greeting a caller hears when calling VoiceTrak) has an associated department mapping. Salutation 00 would have a department mapping for 'Salutation 00, Department 000'. This map must include an entry for DTMF 9. The transfer code must be 4 and the destination must be 304. Likewise, any other salutations must have the same entry. If salutation 01 is also used, it must have a department mapping entry for 'Salutation 01, Department 000' and include an entry for DTMF 9 with a transfer code of 4 and destination of 304. This not optional!
It is not possible to use VoiceTrak call screening when the Onyx voice mail features are activated. The only way to use VoiceTrak call screening is to disable the voice mail features on the Onyx and use supervised transfers (R boxes on VoiceTrak). This limitation is caused by the voice mail features on the Onyx.
While we make every effort to simulate all call types it is possible that certain types of calls can send a DTMF string which we did not detect. The VoiceTrak 'debug' window will display the DTMF string received by the Onyx. If VoiceTrak does not respond as it should, simulate the call and make sure the DTMF string sent by the Onyx appears on our screen. After you see the string, press the F4 key on the VoiceTrak keyboard. This will record the last 100 lines from the 'debug' window in a file called LIST.LST. The LIST.LST file can be found in the C:\C2C directory. You can send us the entire file, print the file and fax it or just locate the string and call us with the updated information.
Tie Onyx 3 Rev Y03.20
Single line electronic phone. Can call voice mail by dialing "*3". To call voice mail dial "*6", except on DID with leading digit of 6, then dial "*3".