Copyright: Copyright (c) 2002 Nortel Networks   Wednesday, April 09, 2003 00:17:50


Application Builder overview

Application Builder enables you to create multimedia applications that callers can access by dialing telephone numbers.

An application is a set of functions (such as announcements, menus, and transfers) that determines the way CallPilot treats a call. When a CallPilot system receives a call, an application handles the call flow.

In Application Builder, you specify the call functions you want to include in an application, and then connect the functions to direct the flow of calls.

If your CallPilot system includes fax messaging capability, you can include fax functions in your applications. For example, you can include a menu option that enables callers to request a map of your company location.

Once your application is complete, you must save it so that a copy of the application is placed on the server. You can then add it to the Service Directory Number (SDN) table and test the application before you publish the access number.

Example

An automated attendant is a typical application that you create using Application Builder. Most often, you reach an automated attendant when you call a store, a restaurant, or a company's office. This application lets callers access people or departments through a number of menu options. The application may also route callers to services based on the time of day or the day of the week. An automated attendant begins with the following type of menu:

Welcome to ABC company.
To transfer to our sales department, press 1.
To transfer to a customer support representative, press 2.
To receive a fax of our product order form, press 3.

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output
An output appears to the right of a block and is either a line (which ends in a square) or a label (for example, No response). Use an output to connect one block to another.

An output is either pink or gray. A pink output indicates that you must connect it to another block. A gray output indicates that you can optionally connect it to another block.

Outputs show which paths callers can take through an application. The name of an output indicates the reason that callers exit a block. For example, the Menu block has an Attendant output. If callers press 0 (the Attendant key) while at that block, they exit it on the Attendant output. In an application, callers next go to the block connected to the Attendant output.

Hide outputs if they make a block take up too much space in the application.


complete application

An application in which all blocks are connected and configured. If a pink border appears around a block, you still need to configure or connect it.

To verify the status of the current application, choose File > Properties. On the General tab, the current status appears in the Application status section.


Application Builder menus

File

New…

Open…

Close

Save

Save As…

Import…

Remove Import…

Export

Undo Export

Delete…

Locks…

Properties…

Print Setup…

Print Flow…

Print Block Details…

Print Voice/Fax Items…

Exit

Edit

Cut

Copy

Paste

Delete

Rename

Hide/Show Outputs

Block Properties…

Reroute Line

Stub/Restore Line

Create Text Note

Change Text Note Font…

Edit Text Note

View

Palette

Tool Bar

Page Grid

Full Screen

Zoom In

Zoom Out

Zoom Normal

Set Zoom…

Page Up

Page Down

Page Left

Page Right

Options

Confirm Paste/Delete

Print Frame

Auto Name Powerblocks

Program Diagnostics

Log Level

Set Default Text Note Font…

Auto Save Options

Define

Voice Items…

Fax Items…

Window

Tile

Cascade

Help

Help Topics

Help on Application Builder

Using Help…

Online CallPilot Documentation

About Application Builder…

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File New command
Creates a new application with a unique application name and ID. Also locks the new application so no one else can access it until it is closed.


File Open command
Opens an existing application. Also locks the application so no one else can access it until it is closed.


File Close command
Closes and unlocks the current application.


File Save command
Saves changes to the application with its current file name and transfers all the application's data to the server.


File Save As command
Saves changes to the current application with a new file name and application ID, and transfers the application data to the server.

Note: You cannot use this command to overwrite an existing application; you can only create a new application file.


File Import command
Opens an exported application that you want to add to the current application. Also adds an Imported Application block that represents the application to the palette.


File Remove Import command
Removes an imported application from the current application. Also removes the Imported Application block from the current application's palette as long as the application does not use the block.


File Export command
Verifies that the current application is complete, adds the Continue block to the application window, saves all data to the server, and labels the application Exported.


File Undo Export command
Verifies that the current application is not used by other applications and removes the Continue block from the application.


File Delete command
Deletes an application from the server. Also ensures the that selected application is not locked by another computer.


File Locks command
Displays a list of applications that open on other computers.


File Properties command
Displays and general information about the current application and enables you to configure security and maintenance options.


File Print Setup command
Sets the destination printer, paper size, and orientation.


File Print Flow command
Prints the layout of the application, including all of its blocks and connecting lines. Use this command to see the entire application and its structure.


File Print Block Details command
Prints information about each block in the current application, including the block's name, associated voice items and fax items, and configuration settings. This information is useful when you use Voice Item Maintenance or Fax Item Maintenance to remotely maintain the application.


File Print Voice/Fax Items command
Prints information for each voice and fax item in the current application, including the item's name, ID, and description. This information is useful when you use Voice Item Maintenance or Fax Item Maintenance to remotely maintain the application.


File Exit command
Exits Application Builder.


Edit Cut command
Removes the selected block(s) and text note(s) from the application window and places the selection on the clipboard.

Tip: Use this command to remove and save the selected configuration so you can use it elsewhere in the current application or in another application.


Edit Copy command
Duplicates the selected block(s) and text note(s) and places the selection on the clipboard.

Tip: Use this command to reuse the selected configuration elsewhere in the current application or in another application.


Edit Paste command
Inserts the contents of the clipboard in the application window.


Edit Delete command
Erases the selected block(s), line(s), and text note(s) from the application window.


Edit Rename command
Changes the name of the selected block to a specified new name.


Edit Hide Show Outputs command
Displays or hides outputs for the selected block.

Tip: Use this command to show outputs so you can connect them to other blocks, or to hide a block's outputs so the block takes up less space in an application window.


Edit Block Properties command
Sets options for the selected block and provides a list of the blocks outputs.


Edit Reroute Line command
Places handles on the selected line that you can use to adjust its placement.

Tip: Use this command to reroute the line and to prevent it from crossing other lines.


Edit Stub/Restore Line command
Hides the selected line between two blocks and substitutes the connection with the latter block’s name, or connects the two blocks by extending the line between them. Hide lines to clean up a cluttered application window.


Edit Create Text Note command
Adds a text note to the application. Use text notes to document the purpose of the application and the call flow design.


Edit Change Text Note Font command
Sets the font and font size for the selected text notes.

Tip: Change the font size to adjust the amount of space a text note uses in the application window.


Edit Edit Text Note command
Enables you to change the text in the selected text note.


View Palette command
Shows or hides the palette that displays the blocks.

Tip: Use this command to show the palette and blocks you can use in your application, or to hide the palette and see more of an application.


View Tool Bar command
Shows or hides the toolbar.

Tip: Use this command to show the toolbar and have easy access to controls, or to hide the toolbar and see more of an application.


View Page Grid command
Shows or hides page breaks in the application window.

Tip: Use this command to see where page breaks occur in the printout of an application's layout.


View Full Screen command
Enlarges the current application so that it hides the taskbar and eliminates the title bar. Use this command to see more of an application window.


View Zoom In command
Increases the size of the application window's contents to the next zoom level, to a maximum 100 percent magnification. Use this command to see a specific area of an application in more detail.


View Zoom Out command
Decreases the size of the application window's contents to the next zoom level, to a minimum of 35 percent magnification. Use this command to see off-screen parts of an application.


View Zoom Normal command
Returns the size of the application window's contents to the normal zoom level of 100 percent magnification.


View Set Zoom command
Set the magnification level for the contents of the application window. Use this command to specify the exact size of an application's contents.


View Page Up command
Moves up one page in the current application window.


View Page Down command
Moves down one page in the current application window.


View Page Left command
Moves left one page in the current application window.


View Page Right command
Moves right one page in the current application window.


Options Confirm Paste/Delete command
If checked, asks you to confirm before pasting or deleting in an application.

Tip: Use this command to ensure that anyone who works on the application considers irreversible actions before completing them.


Options Print Frame command
If checked, prints a frame around all printouts of the application.

Tip: Use this command to join printouts of one application easily.


Options Auto Name Powerblocks command
If checked, a block name is automatically generated when you add a block to the application. The name of the block is dependant on the type of block you add.

Tip: Use this command to speed application development or to test different caller scenarios. This option is not recommended for in-service applications as they should use meaningful names to indicate the behavior of that application.


Options Program Diagnostics command
Enables you to select a monitoring level for program diagnostics.


Options Log Level command
Enables you to select a monitoring level for logging Application Builder activity and errors.


Options Set Default Text Note Font command
Enables you to specify the font and font size of text notes.

Tip: Use this command to format all text notes the same way.


Options Auto Save Options command
Enables you to specify the interval, in minutes, between automatic saving of the application. When this interval has elapsed, the current application is saved.

Tip:  The Auto Save feature saves all of the current application’s data on the local client computer. When you want to save a copy on the server, choose File > Save.


Define Voice Items command
Manages voice items. You can create, modify, or delete voice items.


Define Fax Items command
Manages fax items. You can create, edit, or delete fax items.


Windows Tile command
Arranges the open files in smaller, overlapping windows.


Windows Cascade command
Arranges the open files in smaller windows, with the most recently opened file at the front.


Help Help Topics command
Opens the table of contents of Help topics.


Help Help on Application Builder command
Displays Help for this window.


Help Using Help command
Shows how to use online Help.


Help Online CallPilot Dcoumentation command
Provides access to the CallPilot administration and installation documentation.


Help About Application Builder command
Displays version and copyright information for Application Builder.


Application Builder buttons

New

Open

Save Application

Print

Zoom In

Zoom Out

Zoom to Normal

Cut

Copy

Paste

Delete

Properties

Stub/Restore

Create Text Note

Help

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zoom in button
Increases the size of the blocks in the application window.


zoom out button
Decreases the size of the blocks in the application window.


Running Application Builder

You can start Application Builder from CallPilot Manager or (in stand-alone mode) from the Windows Start menu.

To start Application Builder from the CallPilot Manager

From the CallPilot Manager window, choose Tools › Application Builder.

To start Application Builder from Windows

1	From the Windows Start menu, choose Programs › CallPilot Application Builder › CallPilot Application Builder.

2	The Application Builder logon dialog box appears.

3	Type your mailbox number and password

4	From the System list, select the CallPilot server to access. If the system you want to access does not appear in the list, you can add the system.

5	If you are using Network Message Service (NMS), specify the NMS location in the Location box.

6	Click OK.

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Exiting Application Builder

Choose File > Exit.

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Overview of developing applications

The following steps outline the general process of creating an application.

1	Plan for the application. Consider who will use the application and how it will interact with other applications.

2	Create the application.
If you want to base your new application on an existing one, you can also save a copy of the existing application.

3	Design the call flow for the application. Add blocks to define call functions, and connect blocks to direct the call flow.

4	Create voice and fax items required for the application.

5	Use text notes to document your application. Text notes help other administrators to understand the purpose and design of the application.

6	Save and close the application to transfer it to the server.

7	Define the application as a service in the Service Directory Number (SDN) table. For details about the SDN table, refer to the CallPilot Manager online Help.

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Guidelines for designing applications

•	A pink border around a block indicates that you must configure or connect it to complete the application. Connect the block’s outputs to other blocks to define the path for the call.

•	Always connect an output from one block to a different block. Avoid infinite loops that are created by connecting a block’s output back to the same block. Infinite loops can raise SLEE CPU consumption to abnormally high levels, resulting in ring-no-answer behaviour or system slowdown.

If you enable Program Diagnostics, Application Builder checks for single-block infinite loops when you save an application. Application Builder does not detect infinite loops that consist of two or more blocks.

•	Saving and closing an application are different processes. When you save an application, Application Builder updates the server, but the application remains locked until you close it. When you close an application, Application Builder unlocks it so that other administrators can view or maintain it.

•	An application must be complete before you can export it or put it into service.


Adding blocks to an application

1	In the palette (left area) of the Application Builder, click the Basic tab, the System tab, or the Imported Applications tab.

2	Drag the appropriate block into the application window.

3	In the Enter block name box, type a name to identify the block.

4	Click OK.

Note

•	A pink border around this block indicates that you must configure or connect it to complete the application. Connect the block’s outputs to other blocks to define the path for the call.

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Connecting blocks

You can connect two blocks together, or connect the outputs from multiple blocks to a single destination block.

To connect one block with another block

1	In the application window, select the output of the originating block.

2	Click the destination block.

To connect two blocks with a stubbed line

To prevent the window from becoming cluttered, connect two blocks with a stubbed (collapsed) line.

1	In the application window, select the output of the originating block.

2	Right-click the destination block.

To connect multiple blocks to another block

1	In the application window, hold down the Shift key, and then click the output of each block that you want to connect to another block.

2	Click the destination block.

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Selecting multiple blocks, lines, or outputs

To quickly perform tasks like copying, pasting, and deleting, select more than one block, line, or output simultaneously.

In the application window, do one of the following:

•	Hold down the Shift key, and then click each block, line, or output that you want to select.

•	Use the mouse cursor to drag a box around an area that you want to select. All blocks, lines, or outputs that fall within the box are selected.

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Moving blocks

In the application window, drag the block that you want to move to the desired location.

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Copying blocks

You can copy a block to the Windows clipboard so that you can paste it into the same application, or into a different application.

1	In the application window, click the block to copy.

2	Choose Edit > Copy.

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  Pasting a block


Pasting blocks

1	Open the application into which you want to paste the block.

2	Choose Edit > Paste.

3	Move the pointer (+) to where you want to paste the block, and then click.

4	If a block with the same name as the pasted block exists, the Block Name Conflict dialog box appears. Specify a new name for the block::

•	To accept the new name that Application Builder assigned to the currently displayed block, select Default name, and then click OK.

•	To assign another name to the currently displayed block, select New name, type a name for the block, and then click OK.

•	To allow Application Builder to automatically assign names to a group of blocks that you are pasting, select Default name, and then click Change All.

Note

•	If you paste a block into another application, any associated voice or fax items are also pasted.

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Resolving a name conflict for a block

When you paste a block into an application that already has a block with the same name, you must assign a new name to the block you are pasting.

To resolve a block name conflict

In the Block Name Conflict dialog box, specify a new name for the block you are pasting:

•	To accept the name that Application Builder assigned to the currently displayed block, select Default name, and then click OK.

•	To assign another name to the currently displayed block, select New name, type a name for the block, and then click OK.

•	To allow Application Builder to automatically assign names to a group of blocks that you are pasting, select Default name, and then click Change All.

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Cutting a block

Cut a block to remove it from the current application, and save it on the Windows clipboard, so that you can copy it to a new location in the current application or in another application.

1	In the application window, click the block you want to cut.

2	Choose Edit > Cut.

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  Pasting a block


Deleting blocks

1	In the application window, click the block you want to delete.

2	Choose Edit > Delete.

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Renaming blocks

1	In the application window, select the block to rename.

2	Choose Edit > Rename.

3	In the Enter block name box, type a new name for the block.

4	Click OK.

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Naming blocks automatically

Application Builder can automatically assign names to blocks when you add them to an application. The name of the block is dependant on the type of block you add.

Choose Options > Auto Name Power Blocks. When the feature is enabled, a check mark appears next to the command.

Tip: Use this feature to speed application development or to test different caller scenarios. This option is not recommended for in-service applications as they should use meaningful names to indicate the behavior of that application.

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Opening blocks

Open a block when you want to configure it or view its properties and outputs.

In the application window do one of the following:

•	Select the block, and then choose Edit > Block Properties.

•	Double-click the block.

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Adding notes to a block

Add notes to a block to record any additional information about it, its configuration, or its use. These notes print out when you print a block's details.

1	In the application window, double-click the block to which you want to add notes.

2	Click the Outputs tab.

3	In the Notes box, type any additional information about the block.

4	Click OK.

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Viewing the outputs of a block

View the outputs of a block to find out the ways callers proceed from it.

1	In the application window, double-click the block to open it.

2	Click the Outputs tab.

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Showing or hiding outputs of a block

Show the output of a block to connect that block to another one. Hide the output of a block so that block takes up less space in the application window.

To hide outputs

1	In the application window, select the block with the output that you want to hide.

2	On the Edit menu, point to Hide/Show Outputs, and then select the output's name or Goto (for an output that is a line with a square at its end). The check mark beside it disappears.

To show outputs

1	In the application window, select the block with the output that you want to show.

2	Choose Edit > Hide/Show Outputs, and then select the output's name or Goto (for an output that is a line with a square at its end). A check mark appears beside it.

Tip

•	Access the Hide/Show Outputs submenu by right-clicking on a block.

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Adjusting the line that connects two blocks

To reroute the line and to prevent it from crossing other lines, adjust the line that connects two blocks.

1	In Application Builder, double-click the line.

2	Click a handle and drag it in the direction that you want the line to move.

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Readjusting the line that connects two blocks

To cancel a previous adjustment and to reroute the line along its default path, readjust the line that connects two blocks.

1	Click the block's line that you want to readjust.

2	Choose Edit > Reroute Line.

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Stubbing the line that connects two blocks

To prevent the line from overlapping other lines, collapse the line that connects two blocks.

1	Click the block's line that you want to collapse.

2	Choose Edit > Stub/Restore Line.

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Restoring the line that connects two blocks

To graphically see which block connects to another, restore the line that connects two blocks.

1	Click the block's collapsed line that you want to restore.

2	Choose Edit > Stub/Restore Line.

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Creating applications

1	Choose File > New.

2	Specify a file name, application ID, and folder location for the application.

File Name

Application ID

Volume ID

3	Click New. An empty application appears in the workspace. For an overview of the application development process, see Overview of developing applications.

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Opening applications

1	Choose File > Open.

2	Select the appropriate file.

3	Click Open. The file appears in the Application Builder workspace.

Note

•	When you open an application, you lock it and prevent other administrators from accessing and making changes to it.

•	Application Builder disconnects from the server after a period of inactivity. If you leave Application Builder unattended for a period of time, a series of error messages appear that describe information that Application Builder cannot access from the server. Exit and restart Application Builder to reconnect to the server so that you can open the desired application.

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Closing applications

Choose File > Close.

Note

•	When you close an application, you unlock it so others can access and make changes to it.

•	Application Builder disconnects from the server after a period of inactivity. If you leave an open application unattended for a period of time, an error message appears when you close the application to inform you that the application cannot be saved on the server. Exit and restart Application Builder to resolve the problem.

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Saving applications

You have two options for saving an application:

•	Save changes to the application under the same file name.

•	Save a copy of the current application in another file.

If you want to create an application that is similar to the current application, save a copy of the current application under another file name, and then make the required changes to the new file.

To save changes to the current application

Choose File > Save.

To save a copy of an application

1	Choose File > Save As.

2	In the File name box, type the name of the new application to which you want to save data.

3	In the Application ID box, type a unique number to identify the new application.

4	To move the new application to another hard drive partition, from the Volume ID list, select another number.

5	Click Save As.

Note

•	Save a complete application so that you can install it in the Service Directory Number (SDN) Table as a service that callers can dial.

•	Callers may be connected to an application while you are changing it. When you save your changes, any connected callers continue to interact with the previous version of the application. New callers interact with the new version.

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Saving applications automatically on the local computer

You can enable Auto Save to periodically save open applications to your local computer. This ensures that you do not lose all your changes if the local computer crashes, or if you forget to save the application before you close it.

1	Choose Options > Auto Save.

2	To enable Auto Save, check the Save applications every…minutes option.

3	In the text box, specify, in minutes, how often to automatically save applications to the local computer, and then click OK.

Tip:  When you want to save a copy on the server, choose File > Save.

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Restoring an application after a system crash

When you open an application on a client computer, Application Builder locks it on the server. Any changes you make to that application are stored in a temporary file on the client until you save the application. When you save the application, the changes are transferred to the server. If the client or server crashes while you are changing an application, the application remains locked, and any changes you make remain in the temporary file on the client.

When the client and server computers becomes available again, you can recover the changes from the temporary file and unlock the application. If you cannot use the same client computer, you can use another client computer to unlock the application. However, you lose any changes made to the application since the last time that the application was saved.

To recover an application on the client computer that locked the application

1	Run Application Builder.

Application Builder asks you to confirm that you want to restore the application.

2	Click Yes.

3	Save the application. Application Builder transfers the recovered application to the server.

To recover an application on another client computer

1	Run Application Builder with the mailbox number and password of the administrator who had the application open.

2	Open the application to recover. The following prompt appears: "Application is locked. If opened, it can no longer be recovered from another copy. Do you want to open this application?"

3	Click Yes.

4	Close the application. Application Builder unlocks the application.

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Unlocking an application

When you open an application, Application Builder locks it so that others cannot modify it.

To unlock an application, you must close it. You can unlock an application only from the computer or client that you used to open it.

If the client or server computer crashes before you save and close an application, you can recover and unlock the application.

To close an application

Choose File > Close.

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Overview of application integration

If you want to reuse a set of call functions in more than one application, there are two methods you can use:

•	copy the required functions—You can copy sections of an application and paste them into another application. Use this method if you only need to reuse a few simple blocks, or if you want to copy a set of functions that cannot be saved as a separate, complete application.

•	import an application that performs the required functions—You can import an entire application into another application. This option enables you to share a set of call functions between multiple applications, but maintain the call functions in one place. When you design complex applications, save components that you can reuse as imported applications.

Exporting and importing an application is a four-step process:

1	Export the source application.
After you export a source application, a Continue block appears in it.

2	In the source application, connect a block to the Continue block.
The Continue block allows callers to move from the source application to the destination application and back again. Connect any blocks to the Continue block that should take callers from the source application to the destination application. If you do not connect a block to the Continue block, the source application is the terminating application.

3	Import the source application into the destination application.
Once the application is imported, a block appears on the Imported Applications tab with the same name as the source application. If you modify the source application, it automatically updates in the destination application.

4	In the destination application, add the source application from the palette to the application window, and then connect the Imported Application block.
The block has two outputs: End and Continue. Both outputs correspond with two blocks in the source application. Like every application, the source application has an End block. The End block corresponds with the End output, and the Continue block corresponds with the Continue output.

When callers reach the Continue block in the source application, they go to the block connected to the Continue output of the Imported Application block in the destination application. Essentially, the Continue block directs where callers go in the destination application.

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Exporting applications

Export an application to integrate it into another application. Before you export an application, you must ensure that the application is complete.

1	Choose File > Export. A Continue block appears in the application window.

2	Connect any blocks from which callers should go to the destination application to the Continue block.

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Canceling an export

You can cancel an export for an application if it has not been imported by other applications. If it has already been imported, you cannot cancel the export.

In the application that you no longer want to export, choose File > Undo Export.

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Importing applications

You must export an application before you can import it into another application.

1	Choose File > Import.

2	Select the application that you want to place in the current application.

3	Click Import.

4	In the palette, click the Imported Applications tab, and move the appropriate Imported Application block to the application window.

5	Connect the Continue output of the Imported Application block to another block.

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Canceling an import

You cannot cancel an imported application if it is being used by the current application.

1	In the application that contains the imported application, choose File > Remove Import.

2	Select the application that you want to remove from the current application.

3	Click Undo Import to remove the imported application.

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Setting printer options

Edit the settings of a printer to ensure that applications print correctly.

1	Choose File > Print Setup.

2	Adjust printer settings, and then click OK.

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Printing details for all application blocks

1	Choose File > Print Block Details.

2	Adjust appropriate printer settings.

3	Click OK.

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Printing details for all voice and fax items

Use Application Builder to print a list with the identifiers and descriptions of voice and fax items. This list helps you to change items remotely.

1	Choose File > Print Voice/Fax Items.

2	Adjust appropriate printer settings.

3	Click OK to print the details.

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Printing the layout of an application

1	Choose File > Print Flow.

2	Adjust printer settings.

3	Click OK.

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Printing from another location

If the computer you are working on is not connected to a printer, you can save application information as a fax image (in TIFF format), and then print the image on another computer.

To save application information as a fax image

1	Open the appropriate application in Application Builder.

2	Select one of the Print options from the File menu.

3	In the printer list, select Nortel Fax, and then click OK. The Compose Fax window appears.

4	Click Save As. The Save As dialog box appears.

5	Specify the location and file name for the fax image. You can save the file to removable media or to a network location that is accessible from the computer where you plan to print the file.

6	Click Save. Nortel Fax saves the application information as a TIFF file.

7	Click Exit to close the Compose Fax window.

To print the application information

1	Open the TIFF file that you created in an image viewer, such as Imaging for Windows.

2	Choose File > Print.

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  Printing an application from another location


Deleting applications

1	Choose File > Delete.

2	Select the name of the application that you want to delete.

3	Click Delete.

Note

•	You cannot delete a locked application.

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Viewing a list of locked applications

1	Choose File > Locks. The list of locked applications appears.

2	When you are finished click OK.

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Viewing and changing application identification

You can view and application’s name, ID, and description.

1	Choose File > Properties.

2	Click the General tab.

3	If desired, change the application description in the Description box.

4	Click OK.

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Checking whether an application is complete

An application must be complete before you can export it or configure it as a dialable service in the Service Directory Number (SDN) Table in CallPilot Manager.

1	Choose File > Properties.

2	Click the General tab.

3	If the Complete box contains Yes, then you can export or install the application.

4	Click OK.

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Checking whether an application is exported

To find out if other applications can import an application, check whether the application is exported.

1	Choose File > Properties.

2	Click the General tab.

3	If the Exported box contains Yes, then the application has already been exported.

4	Click OK.

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Recording a title for an application

Record a title for an application to help administrators confirm the identity of the application when they use Voice Item Maintenance or Fax Item Maintenance services to manage voice and fax items by telephone.

1	Choose File > Properties.

2	Click the General tab.

3	Click Record through telephone. The Specify Phoneset dialog box appears.

4	Type the phone number for the phoneset to use for recording, and then click OK. Application Builder Player opens.

5	Click [image].

6	Answer the telephone when it rings.

7	When you hear the beep, speak your recording.

8	Click [image] when you are done.

9	To hear your recording, click [image].

10	If you do not like the recording, record over it. You can replace the previous recording, or replace a section at the end of the recording. Move the playback slider to the desired position, and then click [image].

Your new recording replaces everything from the selected position to the end of the message, even if the new recording is shorter.

For example, you start with a 60-second recording. You position the slider at the 30-second mark and rerecord 10 seconds. The voice message is now only 40 seconds in length, since the last 20 seconds have been deleted.

11	When you are satisfied with your recording, click Save.

12	Hang up the telephone, and then close Application Builder Player.

13	Click OK.

  Related Topics


Importing a recording for the application title

Import a WAV file that contains the title of an application so that the title plays after the application is specified by its ID.

1	Choose File > Properties.

2	Click the General tab.

3	Click Import from WAV.

4	Select the file that contains a recording of the application's title.

5	Click Open.

6	Click OK.

  Related Topics


Defining the telset maintenance password for an application

Define an application’s telset maintenance password to ensure that people who know the password can use Fax Item Maintenance (FIM) and Voice Item Maintenance (VIM) to edit the application.

1	Choose File > Properties.

2	Click the Security tab.

3	Ensure that the Telset maintenance password check box is checked, and then type a new password between 1 and 16 digits in the text box.

5	In the Password confirmation box, type the password again to verify it.

6	Click OK.

  Related Topics


Configuring Fax Item Maintenance security options

1	Choose File > Properties.

2	Click the Security tab.

3	In the Number box, type the phone number of the fax machine to which you want the system to send faxes modified in Fax Item Maintenance.

4	To have your extension number appear on the cover sheets of modified faxes so you can be identified as the fax recipient, in the Contact box, type your extension number.

5	To let Fax Item Maintenance users change the phone number of the verification fax machine, make sure the Allow modification of fax verification number from telset box is checked.

6	To let Fax Item Maintenance users change the confirmation prompts of fax items, make sure the Allow modification of fax confirmation prompt from telset box is checked.

7	Click OK.

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Showing or hiding the palette

You can hide the palette so that you can see more of the application on the screen, or display the palette to access blocks that you want to add to the application.

Choose View > Palette.
A check mark appears next to the Palette command when the palette is visible. The check mark disappears when the palette is hidden.

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Moving the palette

You can move the palette so that its space can be taken up by the current application. The palette sits in its own window on top of the application.

To move the palette

1	Move the cursor over the border of the palette so that the cursor changes to four arrows.

2	Drag the palette to the desired location.

To return the palette to the main window

Double-click the title bar at the top of the Block Palette window.

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Showing or hiding the toolbar

Choose View > Tool Bar.
A check mark appears next to the Tool Bar command when the toolbar is visible. The check mark disappears when the toolbar is hidden.

  Related Topics


Showing or hiding page breaks

Choose View > Page Grid.
A check mark appears next to the Page Grid command when page breaks are visible. The check mark disappears when page breaks are hidden.

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Setting a border for printouts

Set a border for application printouts so they print with a frame. Use the frame to attach the printouts together easily.

Choose Options > Print Frame.
A check mark appears next to the Print Frame command when borders are enabled. The check mark disappears when borders are disabled.

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Changing the magnification

You can zoom in on an application to see more detail, or zoom out of a document to display more of the application on the screen. You can also set a specific zoom magnification.

To zoom in

Choose View > Zoom In.

To zoom out

Choose View > Zoom Out.

To set a magnification size

1	Choose View > Set Zoom.

2	In the New zoom setting box, type a value between 35–100.

3	Click OK.

To restore the magnification to the default size

Chose View > Zoom Normal.

To view the application at full screen

Choose View > Full screen.

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Adding text notes to an application

Create a text note to add an annotation that explains a part of the application.

1	Choose Edit > Create Text Note.

2	Move the pointer (+) to where you want the text note.

3	Drag the pointer to make a rectangle, and then release the mouse button.

5	Type the text of the note.

6	Click anywhere outside the note to finish creating it.

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Selecting a font for a text note

1	Click inside the text note that you want to change.

2	Choose Edit > Change Text Note Font.

3	From the Font list, select the font in which you want the text to appear.

4	From the Size list, select the size in which you want the text to appear.

5	Click OK.

Tip

•	To change the appearance of multiple text notes, hold down the Shift key, and then click each note.

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Editing text notes

1	Double-click inside the text note.

2	Edit the appropriate text.

3	Click anywhere outside the note to finish editing it.

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Resizing a text note

1	Double-click a text note's box.

2	Place the pointer on the side of the box.

3	Drag the side of the box to resize it.

4	Click anywhere outside the note to finish resizing it.

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Moving text notes

1	Drag the text note to its new location.

2	Click anywhere outside the note to finish moving it.

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Deleting text notes

1	Select the text note.

2	Choose Edit > Delete.

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Setting the default font for text notes

1	Choose Options > Set Default Text Note Font.

2	Choose Edit > Change Text Note Font.

3	From the Font list, select the font in which you want the text to appear.

4	From the Size list, select the size in which you want the text to appear.

5	Click OK.

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Setting confirmation for pasting and deleting

Set confirmation for pasting and deleting to ensure that you verify these irreversible actions.

Choose Options > Confirm Paste/Delete.
A check mark appears next to the Confirm Paste/Delete command when the confirmation is enabled. The check mark disappears when confirmation is disabled.


Arranging application windows

Select one of the following options:

•	To stack application windows so that you can see the contents of more than one window at the same time, choose  Window > Tile.

•	To overlap application windows so that you can see all window title bars while keeping the current window completely visible, choose Window > Cascade.

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Creating voice items

Create a voice item so you can associate a custom recording with a block.

1	  Define a voice item.

2	Create the content of the voice item.
a	  Record voice.
or
b	  Import voice.

Note

You can also create a voice item when you add a block to the application.

  Related Topics


Defining voice items

Define a voice item so you can identify it on the server.

1	Choose Define > Voice Items.

2	Click Add.

3	In the Name box, type a name to identify the voice item.

4	In the ID box, type a number to identify the voice item.

5	In the Description box, type information about the item.

6	Click Done.

7	To record the voice item, click [image].

8	To import the voice item, click [image].

  Related Topics


Recording voice items

You can record a new voice item or rerecord an existing voice item. If you rerecord a voice item, the new recording replaces the previous recording.

In Application Builder's Edit Voice Item Content dialog box:

1	Click Record. The Specify Phoneset dialog box appears.

2	Type the phone number for the phoneset to use for recording, and then click OK. Application Builder Player opens.

3	Click [image].

4	Answer the telephone when it rings.

5	When you hear the beep, speak your recording.

6	Click [image] when you are done.

7	To hear your recording, click [image].

8	If you do not like the recording, record over it. You can replace the previous recording, or replace a section at the end of the recording. Move the playback slider to the desired position, and then click [image].

Your new recording replaces everything from the selected position to the end of the message, even if the new recording is shorter.

For example, you start with a 60-second recording. You position the slider at the 30-second mark and rerecord 10 seconds. The voice message is now only 40 seconds in length, since the last 20 seconds have been deleted.

9	When you are satisfied with your recording, hang up the telephone, and then close Application Builder Player.

10	Click OK.

  Related Topics


Importing voice items

1	In the Edit Voice Item Content dialog box, click Import.

2	Select the file that contains a recording of the voice item's content.

3	Click Open.

4	Click OK.

5	Click Done.

Note

•	Imported voice files must be in WAV format.

  Related Topics


 Recording and saving voice items

You can record and save voice items in WAV format.

To record and save a new voice item

In Application Builder's Edit Voice Item Content dialog box:

1	In the Name box, type a name for the voice item.

2	Click Record. The Specify Phoneset dialog box appears.

3	Type the phone number for the phoneset to use for recording, and then click OK. Application Builder Player opens.

4	Click [image].

5	Answer the telephone when it rings.

6	When you hear the beep, speak your recording.

7	Click [image] when you are done.

8	To hear your recording, click [image].

9	If you do not like the recording, record over it. You can replace the previous recording, or replace a section at the end of the recording. Move the playback slider to the desired position, and then click [image].

Your new recording replaces everything from the selected position to the end of the message, even if the new recording is shorter.

For example, you start with a 60-second recording. You position the slider at the 30-second mark and rerecord 10 seconds. The voice message is now only 40 seconds in length, since the last 20 seconds have been deleted.

10	When you are satisfied with your recording, click Save.

11	Hang up the telephone.

12	To save the voice item in .WAV format, click Export. The Save As dialog box appears.

13	Specify the file name for the voice item, and then click Save.

14	Close Application Builder Player when you are finished.

  Related Topics


Editing voice items

1	Choose Define > Voice Items.

2	Select the voice item you want to edit.

3	Click Edit.

4	In the Name box, type a name for the item.

5	In the Description box, type a description for the item.

6	Modify the voice item, as required.
a	  Record the voice item.
or
b	  Import the voice item.

  Related Topics


Deleting voice items

1	Choose Define > Voice Items.

2	Select the voice item you want to delete from the server.

3	Click Delete.

4	Click Done.

Note

•	You cannot delete a voice item if it is in use (associated with a block).

  Related Topics


Copying voice items

Copy a voice item to reuse its content in another application.

1	Open the application in which you want to copy the voice item.

2	Choose Define > Voice Items.

3	Under Voice Items, select the voice item to copy.

4	Click Copy.

5	Click Done.

Notes

•	The copied voice item goes to the clipboard so you can paste it. To do a multiple copy, select more than one voice item.

•	You also copy voice items by copying blocks between applications. When you paste a block in another application, the voice items associated with that block are also pasted.

  Related Topics


Pasting voice items

1	Open the application in which you want to paste the copied voice item.

2	Choose Define > Voice items.

3	Click Paste.

4	If you are pasting a voice item into an application that already has a voice item with the same name or ID, the Voice item conflict or Voice item partial conflict dialog box appears. Do one of the following:

•	If you do not want to paste the item, select Skip the paste for this item?, and then click OK.

•	If you want to replace the conflicting item in the application with the item you are pasting, select Replace the item?, and then click OK.

•	If you want to assign a new name and ID to the item, select Change the name and ID of the item being pasted?, and then select the appropriate options. For more information, see Resolving a name or an ID conflict for a voice item.

  Related Topics


Resolving a name or an ID conflict for a voice item
Resolving a name or ID conflict for a voice item

When you paste a voice item into an application that already has a voice item with the same name or ID, you must assign a new name or ID to the voice item you are pasting.

To resolve a name or ID conflict for a voice item

1	In the Voice item conflict or Voice item partial conflict dialog box, select Change the name and ID of the item being pasted?

2	Specify a new name for the item that you are pasting:

•	To accept the name and ID that Application Builder assigned to the currently displayed item, select Default name, and then click OK.

•	To assign another name and ID to the currently displayed item, select New name, type a name and ID for the item, and then click OK.

•	To allow Application Builder to automatically assign names and IDs to a group of items that you are pasting, select Default name, and then click Change All.

  Related Topics


Creating fax items

Create a fax item so you can associate a fax and a descriptive voice recording with a Fax Select block.

1	  Define a fax item.

2	  Save a file as a fax.

3	  Import a fax.

4	Create a confirmation prompt that describes the fax.
a	  Record a prompt.
or
b	  Import a prompt.

  Related Topics


Defining fax items

Define a fax item so that you can identify it on the server.

1	Choose Define > Fax Items.

2	Click Add.

3	In the Name box, type a name to identify the fax item.

4	In the ID box, type a number to identify the fax item.

5	To include a description of the fax, in the Fax description box, type information about the fax.

6	To include a description of the confirmation prompt, in the Fax confirmation box, type information about the prompt.

7	Click Done.

8	To save a file as a fax, click [image].

  Related Topics


Saving a file as a fax

Save a file as a fax to ensure it is in TIFF-F, the only format that fax items support. Then, you can import the saved fax into a fax item.

1	In the file that you want to save as a fax, choose File > Print.

2	From the list of printers, select Nortel Fax.

3	Click Print or OK.

4	Click No.

5	To add another file to the fax, repeat steps 1–4.

6	To view a file with fax-viewing software, select the file, and then click View/Edit Image. When you are done, choose File > Exit.

7	To delete a file, select it, and then click Delete Item.

8	To scroll up and down the list of files, click Move Forward or Move Backward.

9	Click Save As.

10	From the Save as type list, select TIFF-F Files (*.tif).

11	In the File name box, before .tif, type a name to identify the fax.

12	From the Save list, select the directory in which you want to save the fax.

13	Click Save.

14	To import a fax, click [image].

  Related Topics


TIFF
TIFF-F

Tag-based Image File Format, class F. A fax must be in TIFF-F. You can save files in TIFF-F by using Nortel Fax, fax viewing software, and graphics software. When saving files in TIFF, be aware of its subtypes (for example, Class F). Not all subtypes of TIFF are fax compatible. All TIFF files have a TIF extension.


Importing fax documents

You can import a new fax document or replace an existing fax document with a new one.

In Application Builder's Edit Fax Item Content dialog box:

1	Under Fax item content, click Import.

2	Select the file that contains a fax.

3	Click Open.

4	To record a confirmation prompt, click [image].

5	To import a confirmation prompt, click [image].

Note

•	Fax files must be in TIFF-F format.

  Related Topics


Recording a fax confirmation prompt

You can record a new confirmation prompt, or replace an existing prompt with a new recording.

In Application Builder's Edit Fax Item Content dialog box:

1	Under Fax item confirmation content, click Record. The Specify Phoneset dialog box appears.

2	Type the phone number for the phoneset to use for recording, and then click OK. Application Builder Player opens.

3	Click [image].

4	Answer the telephone when it rings.

5	When you hear the beep, speak your recording.

6	Click [image] when you are done.

7	To hear your recording, click [image].

8	If you do not like the recording, record over it. You can replace the previous recording, or replace a section at the end of the recording. Move the playback slider to the desired position, and then click [image].

Your new recording replaces everything from the selected position to the end of the message, even if the new recording is shorter.

For example, you start with a 60-second recording. You position the slider at the 30-second mark and rerecord 10 seconds. The voice message is now only 40 seconds in length, since the last 20 seconds have been deleted.

9	When you are satisfied with your recording, click Save, hang up the telephone, and then close Application Builder Player.

10	Click OK.

  Related Topics


Importing a fax confirmation prompt

You can import a new confirmation prompt, or replace the existing prompt with a new one.

In Application Builder's Edit Fax Item Content dialog box:

1	Under Fax item confirmation content, click Import.

2	Select the file that contains a recording that describes the fax.

3	Click Open.

4	Click OK.

5	Click Done.

Note

•	Voice files must be in WAV format.

  Related Topics


Resetting a fax confirmation prompt

You can reset a fax confirmation prompt to remove the recording.

In Application Builder's Edit Fax Item Content dialog box:

Under Fax item confirmation content, click Reset.

  Related Topics


Editing fax items

1	Choose Define > Fax Items.

2	Select the fax item to edit.

3	Click Edit.

4	In the Name box, type the name of the fax.

5	In the Description box, type a description of the fax.

6	In the Description box for the fax item confirmation, type a description for the fax item confirmation prompt.

7	  Import a fax.

8	Recreate the confirmation prompt that describes the fax.
a	  Record the prompt.
or
b	  Import the prompt.

  Related Topics


Deleting fax items

1	Choose Define > Fax Items.

2	Select the fax item that you want to permanently remove.

3	Click Delete.

4	Click Done.

Note

•	You cannot delete a voice item if it is in use (associated with a block).

  Related Topics


Copying fax items

1	Open the application in which you want to copy the fax item.

2	Choose Define > Fax Items.

3	Under Fax Items, select the fax item to copy.

4	Click Copy.

5	Click Done.

Notes

•	The copied fax item goes to the clipboard so you can paste it. To do a multiple copy, select more than one fax item.

•	Copy fax items by copying Fax Select blocks between applications. When you paste a Fax Select block in another application, the fax item associated with that block is also pasted.

  Related Topics


Pasting fax items

1	Open the application in which you want to paste the copied fax item.

2	Choose Define > Fax Items.

3	Click Paste.

4	If you are pasting a fax item into an application that already has a fax item with the same name or ID, the Fax item conflict or Fax item partial conflict dialog box appears. Do one of the following:

•	If you do not want to paste the item, select Skip the paste for this item?, and then click OK.

•	If you want to replace the conflicting item in the application with the item you are pasting, select Replace the item?, and then click OK.

•	If you want to assign a new name and ID to the item, select Change the name and ID of the item being pasted?, and then select the appropriate options. For more information, see Resolving a name or an ID conflict for a fax item.

  Related Topics


Resolving a name or an ID conflict for a fax item
Resolving a name or ID conflict for a fax item

When you paste a fax item into an application that already has a fax item with the same name or ID, you must assign a new name or ID to the fax item that you are pasting.

To resolve a name or ID conflict for a fax item

1	In the Fax item conflict or Fax item partial conflict dialog box, select Change the name and ID of the item being pasted?

2	Specify a new name for the item that you are pasting:

•	To accept the name and ID Application Builder assigned to the currently displayed item, select Default name, and then click OK.

•	To assign another name and ID to the currently displayed item, select New name, type a name and ID for the item, and then click OK.

•	To allow Application Builder to automatically assign names and IDs to a group of items that you are pasting, select Default name, and then click Change All.

  Related Topics


Defining a voice item as the announcement

Define a voice item as the announcement so callers hear a custom recording rather than a system prompt.

In Application Builder's Announcement block:

1	Make sure Play custom voice item is selected.

2	In the Custom Voice Item list, select the voice item to play as the announcement. To create a new voice item, select <new voice item>, and then click New.

3	Click [image] to continue setting up the Announcement block.

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Defining a system prompt as the announcement

Define a system prompt as the announcement so callers hear a system recording rather than a voice item.

In Application Builder's Announcement block:

1	Make sure Play system prompt is selected.

2	From the System prompt list, select the text that describes the prompt you want to play as the announcement.

For information about defining playback options, click [image].

  Related Topics


System prompts

Prompt name in Application Builder	Prompt content
For more information, press star	For more information, press star.
Transferring to an attendant	Transferring to an attendant. One moment please.
For help, press star	For help, press star.
Please try again	Please try again.
<beep>	<<Beep>>
Please contact your administrator	Please contact your administrator.
<beep> No operator is available	<<Beep>> No operator is available.
<beep> That number is busy, try later	<<Beep>> That number is busy. Please try again later.
<beep> Number cannot be reached	<<Beep>> That number cannot be reached from this service. Please try again.
<beep> Your call cannot be completed	<<Beep>> Your call cannot be completed at this time. Please try again later.
<beep> Selection not recognized	<<Beep>> That selection is not recognized.
<beep> Please make another choice	<<Beep>> That selection is not recognized. Please make another choice.
<beep> Invalid password	<<Beep>> That password is incorrect. Please contact your administrator for assistance.
<beep> Invalid password, try again	<<Beep>> That password is incorrect. Please try again.
<beep> Invalid password, transferring	<<Beep>> That password is incorrect. Transferring to an attendant; one moment please.
Maximum fax selections reached	You have reached the maximum number of selections that may be made in one call. If you would like to make additional selections, please call again.
Goodbye Note: You can customize or edit the "Goodbye" system prompt in CallPilot Manager.	Goodbye.
  Related Topics


Defining playback options

In Application Builder's Announcement block, select the required options, and then click OK.

Number of times to play

Pause before exiting box is checked.

For information about defining key handling, click [image].

  Related Topics


Defining key handling for the announcement

Define key handling for the announcement to specify which telephone keys can interrupt the announcement.

In Application Builder's Announcement block, select the required options, and then click OK.

Accept menu keys (1?9)

Save key for next block

Accept attendant key (0)

Accept help key (*)

Accept cancel key (#)

  Related Topics


Configuring the Fax Select block

Configure the Fax Select block to let callers choose a fax for delivery.

In Application Builder's Fax Select block:

1	From the Fax item list, select the fax item you want to associate with this block.

To create a new fax item, select <new fax item>, and then click New.

2	To let callers transfer to an attendant when at this block, make sure the Allow caller to transfer to an attendant (when 0 key is pressed) box is checked.

3	Click OK.

  Related Topics


Defining the voice item that describes menu choices

Define the voice item that describes menu choices to ensure callers hear which telephone keys they should press.

In Application Builder's Menu block:

1	From the Menu choices greeting list, select the voice item that describes the menu keys and their services.

To create a new voice item, select <new voice item>, and then click New.

2	Click [image] to continue setting up the Menu block.

  Related Topics


Defining how a menu deals with no response

In Application Builder's Menu block:

In the No Response section, specify what actions to take if a caller does not select a menu option.

Allow retries after no response
Number of no response retries
No response prompt
Replay menu choices greeting after no response

  Related Topics


Defining how a menu deals with invalid responses

An invalid response occurs when the caller presses a telephone key that is not configured for the menu block (the output is not connected to another block).

In Application Builder's Menu block:

In the Invalid Response section, specify what actions to take if a caller does not select a menu option.

Allow retries after invalid response
Maximum number of password entries
Invalid response prompt
Replay menu choices greeting after invalid response

  Related Topics


Configuring the Language Select block

In Application Builder's Language Select block:

1	From the System prompting language list, select the language in which you want system prompts to play.

2	Click OK.

Note

•	The Language Select block affects only system prompts, not voice items.

  Related Topics


Configuring the SA Messaging block

Configure the SA Messaging block to let callers speak digits one at a time.

In Application Builder’s SA Messaging block:

1	Make sure the Use paced speech recognition box is checked.

2	Click OK.

  Related Topics


Defining the thru-dial greeting

In Application Builder's Thru-Dial block:

1	To define a system prompt as the thru-dial greeting, from the Thru-Dial greeting list, select <default system prompt>, which plays a prompt appropriate for the block's configuration.

2	In the Thru-Dial greeting list, specify a greeting:

•	If you do not require a greeting for this block, select <none>.

•	To use a voice item for the greeting, select the item's name.

•	To create a new voice item, select <new voice item>, and then click New.

3	Click [image] to continue setting up the Thru-Dial block.

  Related Topics


thru-dial
A thru-dial transfers callers to the telephone number that they enter. Restriction/permission lists define which type of telephone numbers callers can enter. For example, a restriction/permission list prevents callers from placing a long-distance call even if they entered the correct number.


Defining dialing options for thru-dial

In Application Builder's Thru-Dial block:

1	Select a dialing option:

•	To let callers dial people by extension numbers only, select Allow dial by number.

•	To let callers dial people by names only, select Allow dial by name.

•	To let callers dial people by either extension numbers or names, select Allow dial by number or name.

2	To ensure callers enter extension numbers of a particular length, do the following:

a	Ensure the Use fixed length numbers box is checked.

b	In the Length box, type the number of digits (1−13) that callers must enter.

c	To specify a string of digits that prefixes entered numbers that are shorter than the specified value in the Length box, type the digits in the Left pad box.

3	Click [image] to continue setting up the Thru-Dial block.

  Related Topics


Defining a restriction/permission list for thru-dial

Define a restriction/permission list for thru-dial to stop callers from reaching certain numbers via the service.

In Application Builder's Thru-Dial block:

1	From the Restriction/permission list, select the list that monitors calls made through this block.

2	Click OK.

  Related Topics


Defining a date period for the Date Control block

Define a date period to specify on which calendar days the application should route callers to a particular block. A date period can consist of up to five subperiods.

In Application Builder's Date Control block:

1	In a box under From (mm/dd) box, type the month and the day on which the date subperiod begins.

2	In the corresponding box under To (mm/dd), type the month and the day on which the date subperiod ends.

3	Repeat steps 1 and 2 to define another date subperiod.

4	Click OK.

Tip

•	Include a date in more than one subperiod to overlap subperiods.

•	Use a Date Control block to define departmental holidays that differ from organizational holidays.

  Related Topics


Configuring the Day Control block

Configure the Day Control block to indicate whether the weekday is verified with the holiday schedule.

In Application Builder's Day Control block:

1	To ensure that the day of the week is checked against the holiday schedule, make sure the Check for holidays box is checked.

2	Click OK.

Note

•	If the Check for holidays box is not checked, this block has no Holiday output.

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Defining a time period for the Time Control block

Define a time period to specify when the application should route callers to a particular block. A time period can consist of up to five subperiods.

In Application Builder's Time Control block, according to a 24-hour clock:

1	In a box under From (hh:mm), type the hour and minute at which the time subperiod starts.

2	In the corresponding box under To (hh:mm), type the hour and the minute at which the time subperiod ends.

3	Repeat steps 1 and 2 to define another time subperiod.

4	Click OK.

Note

•	You can include a time in more than one subperiod and, therefore, overlap subperiods.

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Defining the call transfer greeting

Define the call transfer greeting to determine what callers hear when the system transfers their calls.

In Application Builder's Call Transfer block:

1	To define the system prompt as the call transfer greeting, from the Prompt to play before transferring list, select <default system prompt>, which plays "Transferring to an attendant, one moment please."

2	In the Prompt to play before transferring list, specify a greeting:

•	If you do not require a greeting for this block, select <none>.

•	To use a voice item for the greeting, select the item's name.

•	To create a new voice item, select <new voice item>, and then click New.

3	Click [image] to continue setting up the Call Transfer block.

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Defining call transfer options

In Application Builder's Call Transfer block:

To transfer callers to a default attendant

Select Transfer to default attendant.

To transfer callers to a specific extension

1	Select Transfer to specific extension.

2	In the Extension to transfer to box, type the extension number to which callers should transfer.

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Configuring the Express Voice Messaging block

In Application Builder's Express Voice Messaging block:

To let callers specify the mailbox where they want to leave a voice message

1	Ensure Allow caller to specify mailbox number is selected.

2	Click OK.

To specify in which mailbox callers leave all voice messages

1	Ensure Use specific mailbox is selected.

2	In the Mailbox box, type the mailbox number for voice messages.

3	Click OK.

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Defining the password check greeting

In Application Builder's Password Check block:

1	To define the system prompt as the password check greeting, from the Password prompt list, select <default system prompt> which plays "Password?"

2	In the Password prompt list, specify a greeting:

•	If you do not require a greeting for this block, select <none>.

•	To use a voice item for the greeting, select the item's name.

•	To create a new voice item, select <new voice item>, and then click New.

3	Click [image] to continue setting up the Password Check block.

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Defining passwords

You must define at least one password.

In Application Builder's Password Check block:

1	In the invalid response retries box, specify the number of times callers can enter an undefined password without exiting this block.

2	Ensure that one of the Password check boxes is checked.

3	In the corresponding Password box, type the password.

4	In the corresponding Confirmation box, type the password again.

5	To define another password, repeat steps 2 through 4.

6	Click OK.

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Configuring the Express Fax Messaging block

In Application Builder's Express Fax Messaging block:

To let callers specify the mailbox where they want to leave a fax message

1	Ensure Allow caller to specify mailbox number is selected.

2	Click OK.

To specify in which mailbox callers leave all fax messages

1	Ensure Use specific mailbox is selected.

2	In the Mailbox box, type the mailbox number for fax messages.

3	Click OK.

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Guidelines for voice recordings: content

•	Describe character keys. The character keys on the keypad of a phoneset have various names. Describe these keys accurately and consistently. Also, use the same descriptions as other services.

•	Identify keys based on standard naming conventions

•	Call the * key "the star key," not "asterisk."

•	Call the 0 key "the zero key," not "oh."

•	Call the # key "the pound key" or "number sign" or whatever term is most common in your country.

•	Denote keys for responses. Applications often require users to give "yes" or "no" responses. In such applications, be both consistent and conventional. Use 1 to denote Yes and 2 to denote No.

•	Give examples. A description sometimes does not give callers enough detail about the information they must enter. When a description is unclear, follow it with a specific example.

For example, suppose that a Thru-Dial block expects callers to enter both an area code and a phone number. The voice recording associated with the block should provide an example of which digits to enter: "Please enter the phone number you want to call, preceded by 1 and the area code. For example, enter 1 4 1 6 5 5 5 1 0 0 0."

•	Organize in goal-action sequence. Identify the result of an action before stating the action. For example, a recording says, "To do x, press y now."

•	Use everyday language. For example, you can call a telephone a telset, but telset is jargon, and jargon confuses callers. Use everyday, familiar language when you write recordings.

•	Write in the active voice. A voice recording in active voice is clear: "To reach the Accounting department, press 1." Passive voice confuses callers because it only implies what they should do: "To reach the Accounting department, the number one key should be pressed."

•	Make affirmative statements. Rather than telling callers what not to do, tell them what to do. For example, "Please stay on the line" is a better voice recording than "Do not hang up." By using affirmative statements, you avoid negative conditionals and double negatives in your voice recordings.

•	Give callers useful feedback. Voice recordings should indicate when a selection is incorrect, and then list the valid options from which callers can choose. If callers press an incorrect key, they do not want to hear "error," "invalid response," or "unable to process." None of those recordings indicates what callers should do next.

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Guidelines for voice recordings: creating recordings

•	Record in a quiet area. Ensure no noise interferes. Turn off any background music. Background noise can interfere with callers’ ability to understand the recording.

•	Use one professional voice. The voice you record projects your organization’s identity. Consider whether to use a male or female voice, and whether the voice sounds formal or casual. For consistency, use only one voice per application.

•	Record all voice during one session, if possible.

•	Use the same recording device for the voice. For example, use only the phoneset or the computer microphone.

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negative conditional

A condition statement that is expressed in the negative (that is, a statement that is based on a condition not being true). For example, "If you do not want to hear any more information, press 2." The "if" makes the sentence conditional, and the "do not" makes it negative.


double negative

A grammatically incorrect construction that includes two negatives, which effectively cancel each other out. For example, "Do not do nothing." If you do "not" do "nothing," you actually do something.


Guidelines for fax items

•	Include a logo. To help callers recognize and become familiar with your organization, include your logo on a cover page.

•	Include a cover page. Use a cover page to communicate essential information and company identity. You can send a custom cover page with all fax deliveries.

•	Use the header. The header, or trimtab, of a fax can contain useful information for recipients. For example, the number of the sending fax machine can appear in the header. Recipients can refer to that number if a transmission error occurs.

•	Leave large margins, especially at the top and bottom of fax pages. This ensures that information does not get cut off during transmission.

•	Select a typeface that is easy to read. Avoid decorative typefaces. Do not use a font size smaller than nine points.

•	Do a spell check on all faxes to ensure that they do not contain any errors. Spelling errors make your organization appear unprofessional.

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Removing the Unavailable block from restored applications

The Unavailable block appears in a restored application when a function is missing.

Why the Unavailable block appears

The Unavailable block indicates one of the following situations:

•	An application that contains fax functionality was archived and restored on a system without fax capability. Therefore, an Unavailable block appears in place of each of the application’s fax-related blocks.

•	The imported applications were not archived or restored on the system, and the application in which they reside was archived and restored. As a result, an Unavailable block appears instead of the imported applications.

To resolve the problem, select the appropriate options:

•	To solve a problem with lost fax functionality, click [image].

•	To solve a problem with lost imported applications, click [image].

  Related Topics


Fixing an application with lost fax functionality

1	Open the application.

2	Search for any Unavailable blocks.

3	Delete the Unavailable blocks.

4	Reconnect and reconfigure other blocks to make the application complete.

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Fixing an application with lost imported applications

1	Locate the imported applications.

2	Archive and restore the applications on the same system as the application that imports them.

Note

•	If you cannot locate the imported applications, delete the Unavailable blocks and reconfigure and reconnect the application until it is complete. An application without imported applications may be usable, depending on the functions that those imported applications supplied.

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Setting diagnostic and log options

You can enable or disable program diagnostics, and specify a monitoring level for program diagnostics and log files.

Program diagnostics

Application Builder automatically compiles an application when you save it. If you enable program diagnostics, Application Builder analyzes an application before compiling it. If Application Builder finds an error in your application, it displays an error message. For more information, view some examples of errors that Application Builder looks for during its analysis.

Log files

Each time you run Application Builder, two log files trace all Application Builder errors. These log files are stored on the client computer:

•	appbuilderlog.txt

•	nmabdlauncherlog.txt

If a problem occurs, you should save these log files to a permanent location so that you can use them for troubleshooting.

To specify monitoring levels

•	On the Options menu, point to Program Diagnostics, and then specify a monitoring level.

•	On the Options menu, point to Log Level, and then specify a monitoring level.


Examples of application errors

When Program Diagnostics is enabled, Application Builder looks for errors such as the following:

•	infinite loops—An output from one block must connect to a different block. If a block’s output connects back to the same block, the connection forms an infinite loop. This means that calls that pass through the output may not leave the block until the call is disconnected. Infinite loops also consume system resources. Application Builder checks for single-block infinite loops. It does not detect infinite loops that consist of two or more blocks.

•	unreferenced block—An unreferenced block is a block that is not connected. This means that the functionality of the block is inaccessible to the caller. To complete an application, all blocks you want to include in the application must be properly connected. Remove any blocks that you do not require.

•	incomplete application—You must complete an application before you can export it or put it into service. An application is complete when all blocks are properly configured and connected. If a pink border appears around a block, it has not been connected or configured.

You can set the program diagnostic level to Low, Medium, or High. If you do not want Application Builder to evaluate your applications before saving them, you can disable program diagnostics.


Error messages appear when opening or closing applications

Symptoms

You leave Application Builder inactive for a period of time. When you return to Application Builder, one of the following conditions occurs.

•	You try to open an application. The error message "List of Languages not available on the server". This error is followed by other error messages that relate to unavailable information on the server. After the last error message, the Open dialog box appears, but no applications appear in the list.

•	You try to close an application that you left open in Application Builder. The message "The system could not save the application on the server.  Please check the connection to the server and try again." appears.

Explanation

Application Builder automatically disconnects from the CallPilot server after a period of inactivity.

Solution

Exit and restart Application Builder to establish a new connection with the server.


Calls not answered or system unusually slow

Symptom

Callers encounter ring-no-answer when they access an application, or the CallPilot system is unusually slow.

Explanation

The application may contain an infinite loop that is using up system resources.

Solution

Verify that your applications do not contain infinite loops. Infinite loops occur when you connect a block’s output back to the same block. Always connect an output from one block to a different block. To ensure that you do not create infinite loops.

If Program Diagnostics is enabled, Application Builder checks for infinite loops when you save an application. If an application contains infinite loops, a warning appears that identifies the blocks that you need to properly connect. Application Builder does not detect infinite loops that consist of two or more blocks.

Infinite loops raise SLEE CPU consumption to abnormally high levels, resulting in ring-no-answer behaviour or system slowdown.

Note

•	Application Builder does not generate an error if you create an infinite loop with the Menu block. Since the Menu block waits for the caller to make a menu selection, it does not cause the application to consume system resources.


Warning appears about infinite loops

An infinite loop occurs when you connect the output of a block to the same block. Infinite loops raise SLEE CPU consumption to abnormally high levels, resulting in ring-no-answer behaviour or system slowdown.

If your application includes an infinite loop, a warning appears when you save the application. The warning indicates the block that contains the infinite loop.

Ensure that your application does not contain any infinite loops so that it will work correctly. Always connect an output from one block to a different block.

Note

•	Application Builder does not detect infinite loops that consist of two or more blocks.

•	Application Builder does not generate an error if you create an infinite loop with the Menu block. Since the Menu block waits for the caller to make a menu selection, it does not cause the application to consume system resources.


Application Builder logon dialog box

Use the Application Builder log on dialog box to add, edit, or delete access to the CallPilot server and to log on to Application Builder. You must define a system before accessing Application Builder.

Options

•	User ID – Type your CallPilot mailbox number.

•	Password – Type your CallPilot mailbox password.

?	System – Select the CallPilot system you want to access. If the required system is not in the list, select <new system>, and then click Add System.

?	Location – If you use Network Messaging Service (NMS) specify the NMS location.

?	Add System – Add a new CallPilot system to the list of systems.

?	Edit System – Change the information for the selected system.

?	Delete System – Removes the selected system.

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Save As dialog box

Use the Save As dialog box to save the current application under another application's name. Use the original information to build a new application.

Options

Name

File name

Application ID

Volume ID

Save As

  Related Topics


Save as box
Displays the names of applications already saved on the system.


File name save box
Type a unique name that identifies the application.

Range: 1– 60 characters

Example: mainmenu


Application ID box
Type a unique number that identifies the application. Use this number to identify the application in Voice Item Maintenance or Fax Item Maintenance.

Default: The next available ID

Range: 1000–49999

Example: 10001


Volume ID box
Select the hard drive partition on which you want to store the application. Once you create an application, you can move it only by saving it under another name (and ID), or by restoring it from your archives.

Range: 1–4

Tip: Save a group of applications to one volume to easily archive and restore them. To find out which volume has the most available space, look at the Nortel Disk Usage Monitor report in the Reporter program.


Save As button
Confirms that you want to save the current application as a new application with the specified new name and ID.


Application Auto Save dialog box

Specify the interval, in minutes, between automatic saving of the application. When this interval has elapsed, the current application is saved.

Tip:  The Auto Save feature saves all of the current application’s data on the local client computer. When you want to save a copy on the server, choose File > Save.


New dialog box

Use the New dialog box to create an empty, locked application with a unique name and ID. When an application is locked, other administrators cannot open or modify it.

Options

Name

File name

Application ID

Volume ID

New

  Related Topics


New box
Displays the names of all the applications on the server.


New button
Creates an application with the specified name.


Open dialog box

Use the Open dialog box to choose the application you want to use and to retrieve its data from the server. You can only open applications that someone else has not already opened, because opening an application locks it.

Options

Name

File name

Open

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Open box
Displays the names of the applications on the server that you can open.


File name selected box
Specify the name of the application to open.


Open button
Opens the selected application in the workspace.


Import dialog box

Use the Import dialog box to choose the application that you want to put in the current application.

Options

Name

File name

Import

  Related Topics


Import file box
Displays the names of applications on the system that you can import into the current application.


Import button
Places the specified application on the Imported Applications tab of the palette.


Undo Import dialog box

Use the Undo Import dialog box to remove an application that was inserted into the current application.

Options

Name

File name

Undo Import

  Related Topics


Remove imported block box
Displays the names of applications that have been inserted into the current application.


Undo Import button
Removes the selected imported application from the current application.


Delete dialog box

Use the Delete dialog box to permanently erase from the server applications you no longer want to use.

Options

Name

File name

Delete

  Related Topics


Delete box
Displays the names of existing applications on the system.


Delete button
Permanently erases the selected application from the server.


Locks dialog box

Use the Locks dialog box to see the names of locked applications on the server.

A locked application indicates that someone has opened it in Application Builder or is modifying it via phoneset maintenance. Accordingly, no one else can access the application. Locked applications prevent administrators from overwriting one another’s changes.

Callers can still dial and use locked applications.

  Related Topics


Add Block dialog box

Use the Add Block dialog box to specify a unique name for the block you just placed in the application window. The name appears above the block.

Options

Enter block name

  Related Topics


Enter block name box
Shows the name that appears above the block in the application window.

Range: 15 digits or letters (You must use a letter for the first character.)

Tip: Use intuitive but unique names so you can easily identify blocks. These names print out when you print block details.


Rename Block dialog box

Use the Rename Block dialog box to change the name that appears above a block in the application window. Rename a block to change its identification and give it a more unique name.

Options

Enter block name

  Related Topics


Set Zoom dialog box

Use the Set Zoom dialog box to shrink and enlarge the size of the application window's contents.

Options

Current zoom setting

New zoom setting

  Related Topics


Current zoom setting box
Displays the percentage at which the application window’s content is magnified.


New zoom setting box
Sets a new magnification for the application window’s content. To change the magnification, type the desired magnification percentage, and then click OK.


Define Voice Items dialog box

Use the Define Voice Items dialog box to create, change, and erase voice items. You can also copy and paste existing voice items between applications.

Options

Voice items

Add…

Edit…

Delete

Copy

Paste

  Related Topics


Voice items box
Shows existing voice items that you can change, erase, and copy.


Add voice file button
Creates a new voice item.


Edit voice file button
Modifies an existing voice item.


Delete voice file button
Permanently removes the selected voice item from the server.


Copy voice items button
Duplicates the selected voice item so you can paste it in another application.


Paste voice items button
Places the voice item that you copied from another application in the current application.


Add Voice Item dialog box

Use the Add Voice Item dialog box to create a voice item by defining its unique name and ID, and including an optional text description.

Options

Name

ID

Description

  Related Topics


Voice item name box
Type a unique name to identify the voice item.

Range: 30 digits or letters (The name must begin with a letter.)


Voice item ID box
Type a unique number to identify the voice item. Use this number to identify the voice item in Voice Item Maintenance.

Range: 1–3000, inclusive


Voice item description box
Type a description for the voice item. You can use this box to type the script of the voice recording.

Tip: This information prints out when you print voice item details.


Edit Voice Item dialog box

Use the Edit Voice Item dialog box to edit a voice item recording or WAV file. You can also change the name of the voice item and its optional text description.

Options

Name

ID

Description

Record…

Import…

  Related Topics


Voice item ID box
Displays the identification number assigned to the voice item. Use this number to identify the voice item in Voice Item Maintenance.


Record through telephone button
Enables you to record the voice item or confirmation prompt.


Import from WAV file button
Enables you to select a WAV file to be used as the voice item or confirmation prompt.


Edit Voice Item Content dialog box

Use the Edit Voice Item Content dialog box to create a voice item voice recording or import its WAV file.

Options

Name

ID

Description

Record…

Import…

  Related Topics


Define Fax Items dialog box

Use the Define Fax Items dialog box to create fax items, and to change and erase them. You can also copy and paste previously created fax items between applications.

Options

Fax items

Add..

Edit…

Delete

Copy

Paste

  Related Topics


fax item
A fax item contains a fax and a confirmation prompt.

A fax must be in tag-based image file format, class F (TIFF-F). You can save files in TIFF-F by using Nortel Fax, fax-viewing software, and graphics software. When saving files in TIFF, be aware of its subtypes (for example, Class F). Not all subtypes of TIFF are fax compatible. All TIFF files have a TIF extension. You can attach only one fax to each Fax Select block.

The confirmation prompt identifies the fax to callers when they reach a Fax Select block. For example, the confirmation prompt for map.tif may say "Map of Deals 'R' Us." A confirmation prompt must be in WAV format. Prompts in the appropriate format have a WAV extension (for example, mapdetails.wav).


Fax items box
Displays existing fax items that you can change, erase, and copy.


Add fax item button
Creates a new fax item.


Edit fax item button
Modifies an existing fax item.


Delete fax item button
Permanently removes the selected fax item from the server.


Copy fax item button
Duplicates the selected fax item so you can paste it in another application.


Paste fax item button
Places the fax item that you copied from another application in the current application.


Add Fax Item dialog box

Use the Add Fax Item dialog box to create a fax item by defining its unique name and ID, and including an optional text description.

Options

Name

ID

Fax description

Fax confirmation description

  Related Topics


Fax item name box
Type a unique name to identify the fax item.

Range: 30 digits or letters (The name must begin with a letter.)


Fax item ID box
Type a unique number to identify the fax item. Use this number to identify the fax item in Fax Item Maintenance.

Range:  1–3000, inclusive


Fax item description box
Type a description about the fax. You can use this box to type the script of the voice recording.

Tip: This information prints out when you print voice item details.

Tip: This information prints out when you print fax item details. Include information about the fax to help you and other administrators maintain the application with Fax Item Maintenance.


Fax confirmation description box
Type a description for the voice recording that describes the fax. You can use this area to type the script of the recording.

Tip: This information prints out when you print fax item details.


Edit Fax Item dialog box

Use the Edit Fax Item dialog box to edit a fax item’s fax or confirmation prompt. You can also change the name of the fax item and the descriptions for the fax and the prompt.

Fax item identification

Name

ID

Fax item content

Import…

Fax item content description

Fax item confirmation content

Record…

Import…

Reset

Fax item confirmation description

  Related Topics


Import fax item button
Select a TIFF-F file as the fax.

Note: The file must be in tag-based image file format, class F (TIFF-F). You can save files in TIFF-F by using Nortel Fax, fax-viewing software, and graphics software. When saving files in TIFF, be aware of its subtypes (for example, Class F). Not all subtypes of TIFF are fax compatible. All TIFF files have a TIF extension.


Reset
Deletes the existing recording for the fax confirmation prompt.


Edit Fax Item Content dialog box

Use the Edit Fax Item Content dialog box to create a fax item’s fax by importing it. The imported file must be in tag-based image file format, class F (TIFF-F). You can also create the confirmation prompt for the fax by recording or importing it.

Fax item identification

Name

ID

Fax item content

Import…

Fax item content description

Fax item confirmation content

Record…

Import…

Reset

Fax item confirmation description

  Related Topics


File Properties - General tab

Use the General tab to find out information about an application, such as its name, ID, and description. You can also see whether the application has been completed or exported.

Application identification

File name

Application ID

Volume ID

Description

Record through telephone…

Import from WAV file…

Application status

Complete

Exported

  Related Topics


Description box
Displays additional information about the application.

Tip: Use this box to include information about the application, such as the date on which it needs to be put in the Service Directory Number (SDN) Table to help other administrators.


Complete box
Displays Yes or No. Yes indicates that all the blocks in the application have been properly connected and configured. No indicates that some blocks are improperly connected, configured, or both.


Exported box
Displays Yes or No. Yes indicates that the application has been exported so that another application can import it. No indicates that the application has not been exported.


Record through telephone application button
Creates a recording to use as the spoken name for the application. When you use Voice Item Maintenance or Fax Item Maintenance, this recording enables you to confirm the identity of the application.


Import from WAV file application button
Selects an audio recording to use as the spoken name of the application. When you use Voice Item Maintenance or Fax Item Maintenance, this recording enables you to confirm the identity of the application.


File Properties - Security tab

Use the Security tab to define the phoneset maintenance password for an application. The password lets administrators use Voice Item Maintenance (VIM) and Fax Item Maintenance (FIM) to edit the application. You can specify the phone number of a fax phone to which the system sends edited faxes for verification. You can also configure whether administrators modify fax confirmation prompts with the telephone.

Options

Telset maintenance password

Password confirmation

Number

Contact

Allow modification of fax verification number from telset

Allow modification of fax confirmation prompt from telset

  Related Topics


Telset maintenance password check box
If this option is checked, you must specify a password to modify this application with Voice Item Maintenance or Fax Item Maintenance.

If you enable this option, type the phoneset maintenance password for the application. The password appears as a row of asterisks, so you must remember what you enter.

Default: Not checked

Password Range: 1–16 digits


Password Confirmation box
Retype the phoneset maintenance password that you entered in the Telset maintenance password box. The password appears as a row of asterisks, so you must remember what you enter. The password lets you use Fax Item Maintenance (FIM) and Voice Item Maintenance (VIM) to edit the application.

Range: 1–16 digits


Number security box
Type the phone number of the fax machine that the system calls to send a fax changed through the Fax Item Maintenance service.


Contact security box
Displays the name of the person who should receive any faxes changed through Fax Item Maintenance. This information appears on the verification fax's cover page and identifies the person as the fax recipient.

Range: 1–18 characters and digits


Allow modification of fax confirmation prompt check box
If checked, indicates that administrators can change the fax confirmation prompt from a telephone.

Default: Not checked

Tips: If you do not want administrators to record confirmation prompts, make sure this box is not checked. Instead, all confirmation prompts are recorded by a global voice.


Allow modification of fax verification check box
If checked, indicates that administrators can change the fax verification number from a telephone.

Default: Not checked

Tip: If administrators change locations and need to verify faxes at those locations, make sure this box is checked.


Block Name Conflict dialog box

Use the Block Name Conflict dialog box to assign a default name or to define a new name for a block that you want to paste. Since every block in an application must have a unique name, you must rename blocks with conflicting names before you can paste them into an application.

Usually, you define new names for blocks only if you plan to reconfigure them. Otherwise, use the default names assigned by Application Builder.

Options

Default name

New name

Change All

  Related Topics


Default name block box
Select this option to use the default name that Application Builder assigned to the block. This name is the same as that of the copied block, incremented by 1.

Example: MainMenu1

Tip: Select this option to save time. This option is useful when there are name conflicts with multiple blocks in the destination application. To automatically assign default names to all conflicting blocks, select this option, and then click Change All. If you reconfigure any of the blocks you are pasting, rename them appropriately.


New name block box
Select this option to specify a new name for the conflicting block. You must specify a block name that does not exist in the destination application.

Range: 15 digits or letters (The name must begin with a letter.)

Tip: Select this button if you plan to reconfigure the block. The new name can indicate the block's configuration.


Change All block button
Assigns default names to all the blocks that you are pasting and ensures that the Block Name Conflict dialog box does not appear again.

Tip: Select this button to save time. If you reconfigure the blocks, rename them appropriately.


Fax or Voice Item Full Conflict dialog box

Use the Fax or Voice Item Full Conflict dialog box to change both the name and ID of a voice or a fax item that you want to paste. This dialog box appears when you attempt to paste items within or between applications by pasting blocks, or by using the Define Voice Items or Define Fax Items dialog boxes. Since an item with the same name and ID already exists, giving the item to be pasted both a new name and a new ID ensures you do not replace the existing item.

Options

Skip the paste for this item?

Replace existing item?

Change the name and ID of the item being pasted?

Default name

Default ID

New name

New ID

Change All

  Related Topics


Skip the paste for this item button
Select this option if you do not want to paste the identical item.


Replace existing item button
Select this option to overwrite the existing item with the item you are pasting.


Change the name and ID of the item being pasted button
Select this option to add the item to the application with a new name and ID.


Default name identical item button
Select this option to accept the default name and ID that Application Builder assigned to the item.

Tip: Select this option to save time. This option is useful when there are conflicts with multiple items in the destination application. To automatically assign default names to all conflicting items, select this option, and then click Change All. If you reconfigure any of the items you are pasting, rename them appropriately.


Default name identical item box
Displays the default name that Application Builder assigned to the item. The name is the same as that of the copied item, incremented by 1.

Example: Greeting1


Default name ID box
Displays the ID that Application Builder assigned to the item. The ID is the same as that of the copied item, incremented by 1.

Example: 1023


New name identical item button
Select this option to specify a new name and ID for the conflicting item. You must specify a name and ID that do not exist in the destination application.

Tip: Select this button if you plan to change the item. The new name can indicate the item's content.


New name identical item box
Type the name that you want to assign to the item. You can assign a name only if it is not already used in the application.

Range: 30 digits or letters (The name must begin with a letter.)


New name ID box
Type the new ID that you want to assign to the item. You can assign an ID only if it is not already used in the application. Use this number to identify a voice item in Voice Item Maintenance or a fax item in Fax Item Maintenance.

Range: 1–3000, inclusive


Change All identical item button
If selected, assigns default names to all the items that you are pasting and ensures that the Fax or Voice Item Partial or Full Conflict dialog box does not appear again.

Tip: Select this button to save time. If you change the items, rename them appropriately.


Fax or Voice Item Partial Conflict dialog box

Use the Fax or Voice Item Partial Conflict dialog box to change the name or ID of a voice or a fax item that you want to paste. This dialog box appears when you attempt to paste items within or between applications by pasting blocks, or by using the Define Voice Items or Define Fax Items dialog boxes. Since an item with the same name or ID already exists, giving the item to be pasted a new name or a new ID ensures you do not replace the existing item.

Options

Default name

Default name ID

New name

New name ID

Change All

  Related Topics


Specify Phoneset dialog box

Use the Specify Phoneset dialog box to call a telephone to record a voice. To connect to a telephone, enter its phone number or directory number (DN) and answer it when it rings.

Note: Enter digits in the same format you use to dial the number. Once you enter a number, it remains in this box from session to session until you change it.

  Related Topics


OK button
Closes the dialog box and saves any changes you have made.


Cancel button
Closes the dialog box without saving any changes you have made.


Help button
Shows Help for this dialog box.


Application Builder Player toolbar

Click a button to view a description of the command.

  Related Topics


Play
Plays the recording.


Pause
Stops the playback of the recording.


Rewind to beginning
Moves to the beginning of the recording.


Rewind
Moves backward in the recording.


Forward
Moves ahead in the recording.


Fast Forward to End
Moves to the end of the recording.


Record
Begins recording.


volume control
Use this slide to adjust the volume of playback from your computer.


speed control
Use this slide to speed up or slow down playback of voice messages played on the computer. Speed settings are temporary and are lost when you close CallPilot Player.


Telephone
Selects your telephone as the device for recording and playback.


Computer
Computer playback and recording is not supported in Application Builder.


Call Sender
This option is not available in Application Builder.


Disconnect
Disconnects the current telephone connection.


Block types

Blocks represent call handling functions in an application. The tables below provide a brief description of each block. For more information about a block, follow the associated link.

Basic blocks

Basic blocks are main call functions in an application.

Block	Purpose
Announcement	Plays a voice recording to provide information. Caller interaction is not required. Compare with Menu block.
Call Transfer	Transfers callers to the default attendant or an extension specified by the caller.
Date Control	Routes callers to different blocks in an application depending on the date.
Day Control	Routes callers to different blocks in an application based on the day of the week or whether the day is a holiday.
End	Terminates an application in one of the following ways: • disconnects callers from an application • transfers callers to a service
Fax Select	Allows callers to select an associated fax item for same-call or callback delivery.
Fax Send	Delivers selected faxes via same-call or callback delivery.
Language Select	Changes the current language for all system prompts.
Menu	Provides callers with a list of choices that correspond to the keys on the phoneset.
Password Check	Verifies passwords entered by callers and gives callers with correct passwords access to the protected areas of the application.
Rotary Dial	Ensures that callers who use a rotary dial phoneset reach a live attendant and do not get trapped in the application.
Start	Begins an application.
Thru-Dial	Provides an automated attendant service that transfers callers to the extension they choose.
Time Control	Routes callers to different blocks in an application based on the time of day.
System blocks

System blocks provide access to messaging services.

Block	Purpose
Custom Commands	Allows callers to create custom commands for the Speech Activated Messaging system.
Express Fax Messaging	Transfers callers to the Express Fax Messaging service and enables them to leave a fax message in a mailbox.
Express Voice Messaging	Transfers callers to the Express Voice Messaging service and lets them leave a voice message in a mailbox.
Fax Item Maintenance	Transfers callers to the Fax Item Maintenance service, which lets a caller edit fax items.
Multimedia Messaging	Transfers callers to the Multimedia Messaging service, which lets callers use a DTMF phoneset to access their mailboxes for maintenance, and for message retrieval and composition.
Speech Activated Messaging	Transfers callers to the Speech Activated Messaging service. This service lets callers use paced speech recognition to access their mailboxes for administration, and for message retrieval and composition.
Voice Item Maintenance	Transfers callers to the Voice Item Maintenance service, which lets them edit voice items.
Imported Application blocks

Imported Application blocks link an imported application with its parent application.

Block	Purpose
Continue	Passes callers from an imported application to the destination application.
Unavailable	Indicates that an imported application or fax function is unavailable.


Start block

The Start block begins an application. It is automatically included in all applications. Connect the Start block to the next block in the application call flow. You do not need to configure this block.

A pink border around this block indicates that you must connect it another block. Connect the block’s outputs to another block to define the path for the call.

 Related Topics


Start - Outputs

View the next block in the call flow and add notes to the block.

Options

Name

Connection

Visible

Notes

 Related Topics


Name outputs column
Displays the names of the block's outputs.


Connection outputs column
Displays the block to which each output is connected.


Visible outputs column
Displays Yes or No. Yes indicates that you can see the block's output in the application window. No indicates that you cannot see the block's output.


Notes outputs box
Type information about the block or its configuration.

Tip: Include information that you want to see when the application is printed. You can also include information for anyone else who maintains the application.


Language Select block

The Language Select block enables you to specify a language for system prompts. The language selection does not affect voice items, such as those used in an announcement.

The selected language affects all the blocks that follow it in the application and system programs (for example, Voice Messaging), and remains active until another Language Select block appears.

A pink border around this block indicates that you must configure or connect it to complete the application. Connect the block’s outputs to other blocks to define the path for the call.

  Related Topics


Language Select - Parameters

Options

System prompting language

  Related Topics


system prompt
A system prompt is a general-purpose recording that comes with the CallPilot system. To save time, use system prompts instead of recording voice items.

Example: "Transferring to an attendant."


voice item
A voice item is a recording of your voice or the voice of someone else. Sometimes a voice item is also called a custom voice item.

Example: "Hello. Welcome to the ABC Company. To hear a menu of options, press 1. To speak to an attendant, press 0."


System prompting language drop down list box
Provides a list from which you select the language for system prompts. You can order and install various languages on the system.

Example: A multilingual system can have English, French, and German installed.


Language Select - Outputs

Use the Language Select - Outputs tab to see where callers go in the application after they finish with the Language Select block.

Options

Name

Connection

Visible

Notes

  Related Topics


Menu block

The Menu block enables callers to choose an option from a list by pressing a key on the phone. The application directs the call based on the selected menu option. You specify a destination block for each available menu option, and then record a voice item that describes the options.

Menu block example

In the Menu block, you also specify actions to perform if callers do not respond to the menu or press an invalid key.

To properly use the Menu block, combine it with particular blocks like Announcement, Thru-Dial, Call Transfer, and Language Select. The Announcement block lets you provide extra Help information for a menu. You can configure the Announcement, Menu, and Time Control blocks so that callers hear the appropriate greeting depending on what time of day they access the menu. Use Call Transfer or Thru-Dial blocks with a Menu block to set up multiple instances of call routing. Use the Language Select block with the Menu block to ensure that callers can choose to hear the rest of the menu in the most appropriate language.

A pink border around this block indicates that you must configure or connect it to complete the application. Connect the block’s outputs to other blocks to define the path for the call.

  Related Topics


Guidelines for menus

Follow these guidelines when creating menus:

•	Indicate the number of options so that callers know what to expect (for example, Welcome to Landon Offices. Please choose one of the following five options).

•	Limit the number of options to five to avoid overloading callers.

•	Present options sequentially (for example, For English, press 1; for French, press 2; for Italian, press 3; for Spanish, press 4).

  Related Topics


Menu block example

Calls arriving at the SuperValue Grocery store inside business hours are presented with the following menu:

Please choose one of the following four options, or remain on the line for assistance.

If you know the extension of the person you want to reach, press 1.
To access our company directory, press 2.
To reach our Bakery Department, press 3.
To reach our Deli Department, press 4.

  Related Topics


Menu - Parameters

Options

Menu choices greeting

No Response section

Allow retries after no response

Number of no response retries

No response prompt

ID

Replay menu choices greeting after no response

Invalid Response section

Allow retries after invalid response

Maximum number of password entries

Invalid response prompt

ID

Replay menu choices greeting after invalid response

Buttons

Edit …

New…

  Related Topics


Menu choices greeting drop-down list box
Select the voice item that describes the menu’s keys and their services. If a recording for this menu does not exist, select <new voice item>, and then click New to record a new one.

Default: <none>

Example: "Welcome to ABC Company. To dial a person by extension number, press 1. To dial a person by name, press 2. If you wish to speak with an attendant, press 0."


Allow retries after no response check box
If checked, indicates you want to give callers another opportunity to press a key if they do not do so after a set time-out period. Set the time-out period in the Messaging Management section of CallPilot Manager.

Time-out values determine how long the system waits before taking action (such as disconnecting or playing a prompt). Time-outs aid callers by playing appropriate prompts when the system has not received the correct input.

Default: Checked

Interactions: If checked, enables the Number of no response retries box and the No response prompt box.

Tip: Make sure this box is checked if callers are unfamiliar with the menu and may not respond.


Number of no response retries box
Indicates the maximum number of times callers can give no response before the menu forwards the call to the block specified for Max No Responses.

Default: 3

Tip: Put a larger number in this box to help callers learn the menu.


No response prompt drop-down list box
Identifies, by name, the voice item that asks callers to make a selection if they have not pressed a key for a set period of time. This voice item plays after each subsequent no response until callers reach the maximum number of times they can give no response.

Default: <new voice item>

Example: "Please make a choice from the menu by pressing a key on your telephone. For help, press star."


ID box
Identifies, by number, the voice item selected for the prompt. Use this number to identify the voice item in Voice Item Maintenance.


Replay menu choices greeting after no response
If checked, the application replays the menu choices if the caller does not respond after a set time-out period. Set the time-out period in the Messaging Management section of CallPilot Manager.


Allow retries after invalid response check box
If checked, indicates you want to give callers another opportunity to respond if they press an invalid key. Set the maximum number of invalid responses in the Maximum number of password entries box.

Default: Checked

Interactions: If checked, enables the Maximum number of password entries box and the Invalid response prompt box.


Maximum number of password entries box
Indicates the maximum number of times that callers can press invalid keys for the Menu block. After reaching this value, callers can remain in the menu and make only valid responses. If they exceed the allowed limit of invalid responses, the menu forwards the call to the block specified for Max Invalid Selections.

Default: 3

Tip: Put a larger number in this box to help callers learn the menu.


Invalid response prompt drop-down list box
Identifies, by name, the voice recording that tells callers they pressed an invalid key. This recording plays each time callers press an invalid key until they reach the maximum number of times that they can give an invalid response. If callers exceed the limit, they exit the menu.

Default: <default system prompt> "<<Beep>> That selection is not recognized. Please make another choice."


Replay menu choices greeting after invalid response
If checked, the application replays the menu choices if the caller presses an invalid key.


Edit menu button
Opens the Edit Voice Item dialog box, in which you can change the selected voice item.


New menu button
Opens the Add Voice Item dialog box, in which you create a new voice item.


Menu - Outputs

Use the Menu - Outputs tab to see where callers go in the application depending on the menu key that they press. To make a menu valid, you must connect at least one key to a block. By connecting a key with a block, you also make that key valid. If you do not connect a key with a block, the application treats that key as invalid.

Options

Name

Connection

Visible

Notes

  Related Topics


Announcement block

The Announcement block plays a voice recording—either a system prompt or voice item—in an application. You also can specify

•	how many times the announcement plays

•	which keys can interrupt the announcement

Menu keys are the keys labeled 1 through 9 on a phoneset. If the Announcement block is configured to let callers interrupt an announcement by pressing menu keys, you can also configure key buffering. Key buffering affects the block that comes after an Announcement block unless the next block is another Announcement block.

If two Announcement blocks are joined, the second Announcement block always stops the key buffering initiated by the preceding Announcement block. When both blocks are interruptible by menu keys and have key buffering configured, callers can interrupt the first announcement to skip to the second announcement. Callers must then start listening to the second announcement before they can interrupt it.

A pink border around this block indicates that you must configure or connect it to complete the application. Connect the block’s outputs to other blocks to define the path for the call.

  Related Topics


Announcement - Parameters

Options

Custom voice item

ID

System prompt

Number of times to play

Pause before exiting

Accept menu keys (1−9)

Save key for next block

Accept attendant key (0)

Accept help key (*)

Accept cancel key (#)

Play custom voice item

New…

Edit…

Play system prompt

  Related Topics


key buffering
Key buffering means that the menu keys on a telephone can interrupt an announcement and act as input for both the Announcement block and the next block (which is typically a Menu block), unless the next block is another Announcement block. Overall, key buffering lets callers skip blocks in an application.

Example: Assume that an application contains an Announcement block followed by a Menu block. You have configured a telephone’s menu keys to interrupt the announcement and the application to buffer the keys. When listening to the announcement, a caller presses 3. When you press that key, the application interrupts the announcement, prevents the menu’s initial greeting from playing, and moves the caller to the block attached to the Menu block’s output for key 3. Due to key buffering, the Menu block treats key 3 exactly as if the caller pressed it at the start of the block.


Custom voice item box
Select the voice item that contains the custom-recorded announcement.

Interaction: If you select a custom voice item from the list, the Edit button becomes enabled. If you select <new voice item> from the list, the New button becomes enabled.


ID announcement button
Displays the identification number for the selected custom-recorded voice item. Use this number to identify the voice item in Voice Item Maintenance.


System prompt box
Select the system prompt to use for the announcement.

Default: none


Accept menu keys box
If checked, stops the announcement and goes to the following block if callers press any menu (1−9) key while the announcement plays.

Default: Checked


Save key for next box
If checked, applies the pressed menu key to the next block, which typically is a menu.

Default: Checked

Example: During the announcement, a caller presses 2. If this box is checked, the announcement is interrupted and the caller exits the next block, which is a menu, on the output for menu key 2. Consequently, the caller never hears the menu's greeting, which explains the services associated with each of the keys on the telephone.

Tip: Keep keys in the buffer to allow experienced callers to type ahead in an application.


Accept attendant key box
If checked, stops the announcement and exits on the Attendant output if callers press the attendant (0) key while the announcement plays.

Default: Checked


Accept help key box
If checked, stops the announcement and exits on the Help output if callers press the help (*) key while the announcement plays.

Default: Checked


Accept cancel key box
If checked, stops the announcement and exits on the Cancel output if callers press the cancel (#) key while the announcement plays.

Default: Checked


Number of times to play box
Specify the number of times to play the announcement.

Default: 1

Range: 1−3

Tip: Have an announcement play more than once if it contains a lot of information or information that callers must write down.


Keep standard pause check box
If checked, indicates that a silent pause follows the last play of the announcement.

Default: Checked

Tip: Make sure a pause follows an announcement so callers have time either to give input or to write down information.


Play custom voice item announcement button
If selected, indicates that the application should play a specified custom voice item as the announcement.

Default: Selected

Interaction: If selected, activates the Custom voice item box.


New announcement button
Opens the Add Voice Item dialog box in which you can create a voice item for the announcement.


Edit announcement button
Opens the Edit Voice Item dialog box in which you can edit the selected voice item for the announcement.


Play system prompt button
If selected, indicates that the application should play a system prompt as the announcement.

Default: Not selected

Interactions: If selected, activates the System prompt box.


Announcement - Outputs

Use the Announcement - Outputs tab to see where callers go in the application after the announcement stops playing. As well, you can see where callers go depending on the enabled key handling options.

Options

Name

Connection

Visible

Notes

  Related Topics


Thru-Dial block

The Thru-Dial block provides an automated-attendant that transfers callers to the directory number (DN) that they enter. You can also use restriction/permission lists to define which type of numbers callers can enter. For example, a restriction/permission list prevents callers from placing a long-distance call even if they entered the correct number. You set whether a greeting plays for the block and how callers enter a person's phone number—by number or by name.

Name dialing settings configured in CallPilot Manager determine whether or not callers can use name dialing. These settings override the dialing options that you configure for the Thru-Dial block. If you configure only name dialing for the Thru-Dial block, and name dialing is disabled in CallPilot Manager, callers cannot use the block. Instead, they hear a prompt when they reach the block and exit on its Cancel output. If you configure both name and number dialing for the Thru-Dial block, and name dialing is enabled in CallPilot Manager, callers can use only number dialing with the block. In turn, the system prompt associated with number dialing plays in place of any custom voice item that you have configured.

You can define multiple Thru-Dial blocks to satisfy various types of callers with different dialing restrictions. For instance, you can have two Thru-Dial blocks attached to two menu keys. One Thru-Dial lets a company's customers dial employees by name; the other Thru-Dial lets staff dial each other and place local calls.

A pink border around this block indicates that you must configure or connect it to complete the application. Connect the block’s outputs to other blocks to define the path for the call.

  Related Topics


Thru-Dial - Parameters

Options

Thru-dial greeting

ID

Use fixed length numbers

Length

Left pad

Restriction/permission list

Edit…

New…

Allow dial by number

Allow dial by name

Allow dial by number or name

  Related Topics


Dial by name
With the dial-by-name feature, you dial an extension by entering the user's last name followed by first name with the telephone keys.


Thru dial greeting box
Shows the voice recording that the system uses as the thru-dial greeting.

Default: <none>

Notes: A caller can always interrupt a thru-dial greeting unless you place an Announcement block—configured to ignore the telephone keys that callers press—directly before the Thru-Dial block.

If you choose <default system prompt>, the prompt that plays depends on the configuration of the Thru-Dial block.

Configuration	System prompt description
Only name dialing is allowed.	"Please enter the name of the person you wish to reach, followed by number sign. To enter a name, spell the last name and then spell the first name."
Only number dialing is allowed, and those numbers are variable-length.	"Please enter the number of the extension you wish to dial, followed by number sign."
Only number dialing is allowed, and those numbers are fixed-length.	"Please enter the number of the extension you wish to dial."
Name and number dialing are allowed, and the name dialing prefix is 11.	"Please enter the number or the name of the person you wish to reach, followed by number sign. To enter a name, press 1-1, spell the first name, and then spell the last name."


thru dial ID
Identifies, by number, the voice item selected for the thru-dial greeting. Use this number to identify the voice item in Voice Item Maintenance.


Use Fixed Length Numbers box
If checked, indicates that callers must enter directory numbers of a particular length. To enter shorter numbers, callers must terminate entries with the cancel (#) key.

If not checked, indicates that callers can enter directory numbers of any length to a maximum of 30 digits. To enter these numbers, callers must terminate them with the cancel (#) key.

Default: Checked

Interactions: If checked, enables the Length box and the Left pad box.


Length box
Shows the number of digits that callers must enter. Callers cannot enter more digits than specified. If they enter fewer digits, they must terminate them with the cancel (#) key. Then, the system adds left-pad digits to the front of the shorter number until it equals the number of digits required. As soon as the system receives the correct number of digits, it dials the number.

Default: 4

Range: 1−13


Left pad box
Shows an optional string of digits that prefix any number that is shorter than the fixed length. Beginning with the first digit in the string, only the number of digits required to make up the fixed length are used as a prefix.

Default: Not checked

Range: 0−999999

Example: If the fixed length equals 4, the left pad equals 1234, and a caller enters 89#, the system actually dials 1289. Only the 1 and the 2 are used from the left pad. However, if the caller enters all four digits (1289), no left-pad digits are used.


Restriction/permission list drop-down list box
Shows the restriction/permission list used to limit the numbers that can be dialed from this block. The list governs which thru-dials callers can make from their local switch. If the caller enters a restricted number, the block plays a system default error message and asks the caller to try another number.

Note: You set up RPLs in the Restriction Permission Lists section of CallPilot Manager.


Edit thrudial button
Opens the Edit Voice Item dialog box, in which you can change the selected voice item for the thru-dial greeting.


New thrudial button
Opens the Add Voice Item dialog box, in which you create a voice item for the thru-dial greeting.


Allow dial by number button
If selected, allows callers to enter a directory number by number only.

Note: With this option, callers must already know extension numbers to reach people.


Allow dial by name button
If selected, allows callers to spell the name of the person at a directory number.

Note: With this option, name dialing must be enabled on the system and callers must have access to the name dialing service.

Tip: Do not select this option unless the telephone's keypad easily supports the alphabet used by callers.


Allow dial by number or name button
If selected, allows callers either to enter a directory number or to spell the name of the person at that number.

Note: With this option, name dialing must be enabled on the system and callers must have access to the name dialing service.


Thru-Dial - Outputs

Use the Thru-Dial - Outputs tab to see where callers go in the application if the thru-dial fails. A successful thru-dial ends the application. As well, you can see what happens if they press the attendant (0) key on the keypad or do not respond to repeated prompting. You also can see which block callers go to if they press the cancel (#) key without entering an extension number or name.

You can connect the Attendant output to the Call Transfer block so callers can connect to an attendant for further assistance. Also, you can connect the Cancel output to the Menu block so callers have more options.

Options

Name

Connection

Visible

Notes

  Related Topics


Fax Select block

The Fax Select block enables you to provide a fax item that callers can request in a fax-on-demand application.

Each Fax Select block contains only one fax item. Therefore, you must include a Fax Select block for each fax you want to make available from your application. Callers can request multiple faxes in a single call. In the session profile, you specify the type of fax delivery that is available, and the maximum number of faxes and pages a caller can request in each session.

When you configure the Fax Select block, you specify whether the caller can use the attendant key (0).

You can link a Menu block to the Done output of the Fax Select block, to allow the caller to select another fax.

  Related Topics


When fax delivery occurs

Normally, your fax-on-demand application sends faxes when it encounters a Fax Send block. However, if selected faxes have not been sent by the time one of the following events has occurred, default fax delivery is invoked:

•	A caller hangs up.

•	An error occurs in the application.

•	The application encounters one of the following blocks: Call Transfer, Thru-dial, Custom Commands, Express Voice Messaging, Express Fax Messaging, Fax Item Maintenance, Multimedia Messaging, SA Messaging, or Voice Item Maintenance.

Default delivery can be confusing for the caller. For example, an application contains a Fax Select block, but no Fax Send block. The messaging administrator has added an Announcement block at the end of the application. The Announcement block plays the message, "Goodbye." An End block follows the Announcement block. If any fax deliveries are pending when the application encounters the End block, default fax delivery is invoked.

A caller selects a fax, and then hears the message "Goodbye". After hearing this message—which seems to indicate that the call is complete—the caller is asked whether he or she wants to have the fax delivered.

  Related Topics


Fax Select/Fax Send example

Deals 'R' Us is a factory outlet store in suburban Metropolis. The store switchboard frequently handles calls asking for address and directions. To handle these calls, Tony, the messaging administrator, has created a fax item that contains a detailed map, and modified the automated attendant application to allow callers to request it. Tony has also configured the application's session profile for same-call delivery because many callers are from out-of-town.

Now, when callers reach the automated attendant, the Menu block contains the following option:

If you are calling from a faxphone, we can fax you a map showing the location of our store. Press 4 to request the map.

When the caller presses 4, the application invokes a Fax Select block, which has the new fax item associated with it. The fax confirmation prompt plays, and the application checks the caller's fax limit. If the caller has not reached the maximum fax or maximum page limit, the application invokes the Fax Send block, which prompts the caller to verify that he or she wants to receive the fax, and then initiates delivery.

  Related Topics


Making applications available

When you work on a new application in Application Builder, it is unavailable to callers.

You can only put complete applications into service. Once the new application is complete, you add it to the Service Directory Number (SDN) Table so that you can test it, and then make it available as a service that callers can dial. An application becomes a service when you add a service directory number for that application to the SDN Table.

To put an application into service

1	Verify that the application is complete.

2	Add the application to the Service Directory Number (SDN) Table to make it available to callers. For information about working with the SDN Table, refer to the CallPilot Manager online Help.

3	Configure the application’s session profile. The session profile determines how the application behaves (for example, the type of fax delivery it supports).

4	Dial the application and test it from the caller’s perspective to ensure that the call flow works as you intended.

5	Once testing is complete, publish the dialing number for the service.

  Related Topics


Session profile

You define a session profile in the Service Directory Number Table. In the session profile, you specify

•	which of the following types of delivery to use:

•	Same-call delivery. The caller—who must be at a faxphone—receives faxes after selecting them. Same-call delivery avoids billing problems because the caller pays any toll charges.

•	Callback delivery. The caller provides a fax machine number to which the system delivers faxes. Additional options are applicable for callback delivery.

•	Caller's choice delivery. The system asks callers to indicate whether they want either same-call or callback delivery.

•	whether to send a custom cover page (sponsor fax item) with faxes. You can add information, like a logo, to the cover page.

•	the phoneset number of the fax machine used to send faxes

•	the maximum number of faxes and the maximum number of fax pages that a caller can receive during one call. When a caller reaches the first maximum number in a fax-on-demand application, a warning message plays, and the application takes the caller to the block configured by you. Often that block is a Fax Send block.

•	how page transmission errors are handled

  Related Topics


Callback delivery options

If you allow callback delivery, you can set the following options in the session profile:

•	the DN to which fax callback transmissions are billed

•	whether the system cover page transmits with each fax

•	the type of number (for example, national)

•	the restriction/permission list against which the number must be validated before the fax callback transmission can be made. For example, a restriction could prevent the system from calling back an international faxphone number

•	whether to include the extension number of the fax recipient

Note

•	If an application includes Fax Select blocks and callback delivery is allowed, then the settings on the General tab for the application override the channel allocations in the SDN Table for the service.

  Related Topics


Information required for fax delivery

Same-call delivery

The caller must be calling from a faxphone.

Callback delivery

The application prompts for

•	callback fax number and (optionally) extension. The application verifies the fax number against the restriction/permission list.

•	confirmation of fax number/extension

Caller's choice delivery

The application prompts the caller to choose the type of fax delivery. If the caller selects same-call delivery, no further prompts are played. If the caller selects callback delivery, the callback delivery prompts are played.

Note

•	If you prompt the caller for an extension number during callback delivery, and the caller presses Cancel or does not respond, no extension number is included on the cover page.

  Related Topics


Fax Select - Parameters

Use the Parameters tab to configure the Fax Select block. You specify the fax item associated with the Fax Select block, and choose whether to enable the attendant key.

Options

Fax item

ID

Allow caller to transfer to an attendant (when 0 key is pressed)

Edit…

New…

  Related Topics


Fax item box
Shows the name of the file that contains the fax for the block.

Range: 30 digits or letters (You must use a letter for the first character.)

Interaction: If you select an existing fax item from the list, the Edit button becomes enabled. If you select <new fax item> from the list, the New button becomes enabled.


ID fax select box
Identifies, by number, the selected fax item. Use this number to identify the fax item in Fax Item Maintenance.


Allow caller to transfer to an attendant check box
If checked, allows callers to transfer to an attendant when they press 0 on their keypads during the confirmation prompt for the fax item or one of the menu prompts for the block.

Default: Not checked


Edit fax select button
Opens the Edit Fax Item dialog box in which you can change the selected fax item for the block.


New fax select button
Opens the Add Fax Item dialog box in which you create the fax and confirmation prompt that make up a fax item.


Fax Select - Outputs

Use the Fax Select - Outputs tab to see where callers go in the application once they are done with the Fax Select block. Callers are done after any of the following conditions: they select the fax item, the fax item was already selected, or the fax item is empty. To let callers hear a prompt before selecting another fax, connect the Done output to a Menu block or to an Announcement block. You can see where callers go if they reach either the maximum number of faxes or the maximum number of fax pages set in session profile. As well, this page shows where callers go if they give no response or press the attendant (0) key.

Options

Name

Connection

Visible

Notes

  Related Topics


Fax Send block

The Fax Send block delivers faxes previously selected in the application from Fax Select blocks. In the session profile, you specify the type of fax delivery that is available, and the maximum number of faxes and pages a caller can request in each session.

  Related Topics


Fax Send - Outputs

Use the Fax Send - Outputs tab to see where callers go in the application if they do not select any faxes, and whether faxes are sent using same-call delivery or callback delivery.

Options

Name

Connection

Visible

Notes

  Related Topics


Express Fax Messaging block

The Express Fax Messaging block transfers callers to a service that allows them to leave a fax message in a specific mailbox or a mailbox of their choice.

Notes

•	To use the service, callers must call from a faxphone.

•	If callers enter this block after having selected faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.

  Related Topics


Configuring for Network Message Service

If you are configuring for Network Message Service, ensure that your system recognizes the location of a mailbox. Treat the data in the mailbox field as a prime dialable DN, and add the location prefix exactly as it is dialed from the switch. For example, suppose that the prime location has prefix 1 and a satellite location has prefix 2. Say that each location has a user and mailbox at extension 7000. If Express Fax Messaging is set up to leave messages in the mailbox at location 2, the administrator must enter 27000 in the mailbox field. If Express Fax Messaging is to leave a message in the mailbox at location 1, the administrator must enter 17000 or 7000, since both are dialable from the prime.

  Related Topics


Express Fax Messaging - Parameters

Use the Parameters tab to configure the Express Fax Messaging block. You can either

•	specify the number of the mailbox in which callers leave a fax message

•	allow callers to specify the mailbox

Box

Mailbox

Buttons

Allow caller to specify mailbox number

Use specific mailbox

  Related Topics


Mailbox fax auto box
Shows the number of the mailbox to which all faxes should be delivered.

Range: up to 18 digits

Tip: Enter the number as you would dial it on your telephone.


Allow caller to specify mailbox number fax auto button
If selected, allows the caller to specify the number of the mailbox to which a fax should be delivered.

Default: Selected


Use specific mailbox fax auto button
If selected, lets you specify the mailbox to which all faxes should be delivered.

Default: Not selected

Interaction: If selected, activates the Mailbox box.


Express Fax Messaging - Outputs

Use the Express Fax Messaging - Outputs tab to see that the application ends once callers transfer to the service.

Options

Name

Connection

Visible

Notes

 Related Topics


Time Control block

The Time Control block routes calls to different blocks based on time of day. Each Time Control block can include up to five time ranges. If the current time falls within a specified time range, the application uses the Inside output. If the time is not within the time range, the application uses the Outside output.

If you require additional time ranges, connect Time Control blocks. You can use this block with the Day Control block to customize handling for different days of the week.

  Related Topics


Time Control example

At ABC Company, Frances is the co-ordinator for the Customer Service department. She takes calls and either handles them herself, or directs them to other members of the department. Frances works from 9:00 a.m. to 5:00 p.m., with coffee breaks at 10:30 a.m. and 3:00 p.m., and a lunch break at 12:00 p.m. When Frances is not available to take calls, they are routed to her assistant.

To handle calls properly, the messaging administrator has configured a Time Control block with the following time periods:

9:00 a.m. – 10:30 a.m.

10:45 a.m. – 12:00 p.m.

1:00 p.m. (13:00) – 3:00 p.m. (15:00)

3:15 p.m. (15:15) – 5:00 p.m. (17:00)

Calls arriving inside these periods are routed to Frances. Calls arriving outside these periods are routed to her assistant.

  Related Topics


Time range examples

In the following examples, the range is defined from the beginning of the minute specified in the start time to the beginning of the minute specified in the end time.

•	08:30 to 08:31

In this general example, the time range is considered to be one minute in duration. A special case for a one minute duration allows for the same start and end time as in 08:30 to 08:30.

•	08:30 to 11:30
10:00 to 12:00

This example specifies overlapping time ranges. If the current time falls within either range (08:30 a.m. – 11:30 a.m. or 10:00 a.m. – 12:00 p.m.), or both, it is considered to be inside the time range.

•	19:00 to 5:00

If the begin time is later than the end time, the time range is assumed to span two days. In this example, the time range covers the period from 7:00 p.m. one day to 5:00 a.m. the next day.

•	00:00 to 23:59

In this example, the time range covers the entire day except for the very last minute.

  Related Topics


Time Control - Parameters

Use the Parameters tab to configure the Time Control block. You can configure up to five time periods to be governed by this block.

Options

From (hh:mm)

To (hh:mm)

  Related Topics


From time control box
Specifies, in hours (hh) and minutes (mm), the start time of one subperiod. Up to five subperiods can define the time period.

Note: Enter time according to a 24-hour clock.

Example: 18:15 to represent 6:15 p.m.


To time control box
Specifies, in hours (hh) and minutes (mm), the end time of one subperiod. Up to five subperiods can define the time period.

Note: Enter time according to a 24-hour clock.

Example: 23:59 to represent 11:59 p.m.


Time Control - Outputs

Use the Time Control - Outputs tab to see where callers go in the application if they call either inside or outside the time period.

Options

Name

Connection

Visible

Notes

  Related Topics


Date Control block

The Date Control block routes calls to different blocks based on date. Each Date Control block can include up to five separate date ranges. If the current date falls within a specified date range, the application uses the Inside output. If the date is not within the date range, the application uses the Outside output.

If you require additional date ranges, connect Date Control blocks. You can use this block with the Time Control block to route calls during specific time periods.

  Related Topics


Date Control example

Registration at City University occurs September 4 to 7. During this period, the Registration office is open from 8:00 a.m. to 9:00 p.m. At all other times, the Registration office is open from 9:00 a.m. to 5:00 p.m.

The application for City University contains a Date Control block. If the current date falls within the registration period (September 4 to 7), the application invokes a Time Control block with a time range from 8:00 a.m. to 9:00 p.m. If a call arrives within this time period, the application invokes a menu. If a call arrives outside this time period, the application invokes an announcement that gives the office's open hours.

If the current date is not within the registration period, the application invokes a different Time Control block. This block has a time range from 9:00 a.m. to 5:00 p.m. If a call arrives within this time period, the application invokes a menu. If a call arrives outside this time period, the application invokes an announcement that gives the office's open hours.

  Related Topics


Date range examples

01/03 to 01/03	A single date, January 3.
07/03 to 07/05 07/05 to 07/06	Overlapping date ranges. If the current date falls within either range (07/03 – 07/05 or 07/05 – 07/06), or both, it is considered to be inside the date range.
12/22 to 01/03	A date range that starts in one year and ends in the following year. If the begin date is later than the end date, the date range is assumed to span the end of the year. In this example, the date range covers the period from December 22 of one year to January 3 of the following year.


Date Control - Parameters

Use the Parameters tab to configure the Date Control block. You can specify up to five date ranges.

Options

From (mm/dd)

To (mm/dd)

  Related Topics


From date control box
Specifies, in months (mm) and days (dd), the start date of one date subperiod. Up to five subperiods can define the date period.

Example: 01/01 to represent January 01


To date control box
Specifies, in months (mm) and days (dd), the end date of one date subperiod. Up to five subperiods can define the date period.

Example: 12/25 to represent December 25


Date Control - Outputs

Use the Date Control - Outputs tab to see where callers go in the application if they call either inside or outside the date period.

Options

Name

Connection

Visible

Notes

  Related Topics


Day Control block

The Day Control block routes calls to different blocks based on day of the week. Optionally, you can define special handling for holidays, as defined in CallPilot Manager. If you configure this block to check for holidays, holiday treatment takes precedence over day-of-the-week treatment. For example, if a holiday falls on a Monday, calls arriving on that holiday receive holiday treatment, not Monday treatment.

You also can use this block with the Time Control block to route calls during specific time periods.

  Related Topics


Day Control example

ABC Company is open Monday to Friday each week, and closed weekends and holidays. To customize handling for calls arriving on different days, the messaging administrator has added a Day Control block to the company's automated attendant application.

If a call arrives on a weekday (Monday to Friday) that is not a holiday, this block passes the call to a Time Control block, which checks whether the current time falls inside company business hours.

•	If the call has arrived inside business hours, the application invokes the main menu.

•	If the call has arrived outside business hours, the caller hears an announcement that tells when the office is open.

If a call arrives on a weekend or holiday, the caller hears an announcement that tells when the office is open.

  Related Topics


Day Control - Parameters

Use the Parameters tab to configure the Day Control block. Specify whether to use the holiday schedule defined in CallPilot Manager.

Box

Check for holidays

  Related Topics


Check for holidays check box
If checked, verifies the day of the week to see if it is defined as a holiday in CallPilot Manager. A holiday takes precedence over any day of the week.

Default: Checked

Interaction: If not checked, you cannot define to what block callers go if they call on a holiday.


Day Control - Outputs

Use the Day Control - Outputs tab to see where callers go in the application if they call on a weekday or a holiday. If the Check for holidays check box on the Day Control tab is not checked, you cannot specify where callers go in the application if they call on a holiday.

Options

Name

Connection

Visible

Notes

  Related Topics


Call Transfer block

The Call Transfer block routes callers to either

•	the default attendant

•	a specific extension--either on-switch or off-switch. If the extension is busy or if the call is not answered, you can still route the call to the default attendant.

Notes

•	You define the default attendant in CallPilot Manager.

•	When you connect the Call Transfer block outputs, provide suitable handling for all failed calls. For example, make sure that the call is routed to either CallPilot or an attendant if any of the following conditions apply:

•	the extension is invalid

•	the extension is out of service

•	the extension is restricted

•	the extension is busy

•	the extension is not forwarded.

•	If callers enter this block after having selected faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.

  Related Topics


Call Transfer example

SuperValue Grocery has the following menu:

If you know the extension of the person you want to reach, press 1.
To access our company directory, press 2.
To reach our Bakery Department, press 3.
To reach our Deli Department, press 4.

When callers press 3, a Call Transfer block routes the call to the Bakery department, extension 7202. Normally, the extension rings, but if it is busy, the Call Transfer block routes the call to the attendant.

  Related Topics


Call Transfer - Parameters

Use the Parameters tab to configure the Call Transfer block. You must specify the call transfer greeting, and the extension to which the call is to be transferred.

Options

Prompt to play before transferring

ID

Extension to transfer to

Edit…

New…

Transfer to default attendant

Transfer to specific extension

  Related Topics


Prompt to play before transferring box
Shows the name of the voice recording played before the system transfers the call.

Default: <none>

Interaction: If you select an already created voice item from the list, the Edit button becomes enabled. If you select <new voice item>, the New button becomes enabled.


ID call transfer box
Identifies, by number, the voice item that plays before callers transfer. Use this number to identify the voice item in Voice Item Maintenance.


Extension to transfer to box
Shows the number of the on- or off-switch extension to which callers transfer.


Edit call transfer button
Opens the Edit Voice Item dialog box, in which you can change the selected voice item for call transfer.


New call transfer button
Opens the Add Voice Item dialog box, in which you can create a voice item for call transfer.


Transfer to default attendant button
If selected, specifies that callers transfer to the default attendant.

Default: Selected


Transfer to specific extension button
If selected, lets you specify the extension to which callers transfer.

Default: Not selected

Interaction: If selected, activates the Extension to transfer to box.


Call Transfer - Outputs

Use the Call Transfer - Outputs tab to see where callers go in the application if the line is busy or if the call transfer fails. A successful call transfer ends the application.

Options

Name

Connection

Visible

Notes

  Related Topics


Express Voice Messaging block

The Express Voice Messaging block transfers callers to the Express Voice Messaging service, which allows them to leave a voice message in a specific mailbox or a mailbox of their choice.

Note

•	If callers enter this block after having selected faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.

  Related Topics


Express Voice Messaging - Parameters

Use the Parameters tab to configure the Express Voice Messaging block. You can either

•	specify the number of the mailbox in which callers leave a voice message

•	allow callers to specify the mailbox

Options

Mailbox

Allow caller to specify mailbox number

Use specific mailbox

  Related Topics


Mailbox express box
Shows the number of the mailbox to which voice messages deliver.

Range: 1–18 digits

Tip: Enter the number as you would dial it on your telephone.


Allow caller to specify mailbox number express button
If selected, allows the caller to specify the number of the mailbox to which a voice message should be delivered.

Default: Selected


Use specific mailbox express button
If selected, lets you specify the mailbox to which all voice messages should be delivered.

Default: Not selected

Interaction: If selected, activates the Mailbox box.


Express Voice Messaging - Outputs

Use the Express Voice Messaging - Outputs tab to see that the application ends once callers transfer to the service.

Options

Name

Connection

Visible

Notes

  Related Topics


Voice Item Maintenance block

The Voice Item Maintenance (VIM) block transfers callers to the VIM service, which allows them to edit custom voice recordings in applications from a remote telephone keypad. Use Application Builder to create custom recordings, and VIM or Application Builder to edit them. Use VIM to make changes even when you are away from the office.

Since this block offers a service, it causes the application to end.

Use Application Builder to print a list with the identifiers and descriptions of voice recordings. Having a list helps you to change recordings remotely.

Callers hear changes in an application after you have edited its voice recordings.

There are no parameters to be configured in the VIM block.

Notes

•	To use the Voice Item Maintenance feature, you must define a telset maintenance password for the application.

•	In Meridian Mail, Voice Item Maintenance is called Voice Prompt Maintenance.

•	If callers enter this block after having selected faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.

  Related Topics


Voice Item Maintenance - Outputs

Use the Voice Item Maintenance - Outputs tab to see that the application ends once callers transfer to the service.

Options

Name

Connection

Visible

Notes

  Related Topics


Multimedia Messaging block

The Multimedia Messaging block transfers callers to the Multimedia Messaging service, which allows them to use their telephone keypad to access their mailboxes for message retrieval and mailbox maintenance.

You do not need to configure any parameters for this block. Since this block offers a service, it causes the application to end.

Note

•	If callers enter this block after having selected faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.

  Related Topics


Multimedia Messaging - Outputs

Use the Multimedia Messaging - Outputs tab to see that the application ends once callers transfer to the service.

Options

Name

Connection

Visible

Notes

  Related Topics


SA Messaging overview

The SA Messaging block transfers callers to the SA Messaging service, which allows them to use speech recognition to access their mailboxes for message retrieval and manipulation. The service must have speech recognition channels dedicated to it in the Service Directory Number (SDN) Table.

You do not connect this block. However, you must configure it if you want callers to be able to use paced speech recognition. Paced speech recognition lets callers speak digits one-at-a-time. With paced speech recognition configured, callers can say a mailbox number as "7, pause, 6, pause, 2, pause, 4" instead of saying it as "7624."

Since this block offers a service, it causes the application to end.

Note

•	If callers enter this block after having selected faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.

  Related Topics


SA Messaging - Parameters

Use the Parameters tab to configure the SA Messaging block. You can choose whether to use paced speech recognition.

Box

Use paced speech recognition

  Related Topics


Use paced speech recognition box
Lets callers speak digits one-at-a-time with a pause between each digit.

Tip: Make sure this box is checked if callers use SA Messaging in a noisy environment.


SA Messaging - Outputs

Use the SA Messaging - Outputs tab to see that the application ends once callers transfer to the service.

Options

Name

Connection

Visible

Notes

  Related Topics


Fax Item Maintenance overview

The Fax Item Maintenance (FIM) block transfers callers to the FIM service, which allows them to scan in new fax files and to change the update password, confirmation prompts, and the verification fax number. To update fax files, callers must call from a faxphone.

Since this block offers a service, it causes the application to end.

Use Application Builder to print a list with the identifiers and descriptions of fax items. A list helps you to change items remotely. Once you change a fax item, the system automatically sends a test or verification fax if you have defined a verification fax number on the Security tab.

Callers receive new faxes in an application only when you have edited its fax items.

There are no parameters to be configured in the FIM block.

Notes

•	To use the Fax Item Maintenance feature, you must define a telset maintenance password for the application.

•	If callers enter this block after having selected faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.

  Related Topics


Fax Item Maintenance - Outputs

Use the Fax Item Maintenance - Outputs tab to see that the application ends once callers transfer to the service.

Options

Name

Connection

Visible

Notes

  Related Topics


Password Check block

The Password Check block enables you to control access to specific areas of an application by prompting callers to enter a password before they can continue. When you configure the Password Check block, you must

•	define up to five valid passwords

•	specify the maximum number of invalid password entries allowed

In the session profile, configure the maximum number of invalid password entries and the maximum number of entry attempts allowed. Without these limits, hackers can repeatedly try to break through the Password Check block.

Note

•	The system does not display a password after you define it, so you must remember passwords and distribute them to appropriate callers.

  Related Topics


Password Check example

Employees of International Products Corporation are frequently out of the office or on the road. While they are out of the office, they need to be able to

•	request faxes that are not available to the public

•	dial offices in other countries

•	maintain fax and voice items

Customers calling the company must not have access to these functions. The messaging administrator has created employee and administrator menus, which can be accessed by pressing 9 at the main menu of the automated attendant. When callers press 9, a Password Check block is invoked. If callers enter the employee password they have access to the employee menu, which offers additional fax-back and dial-thru capabilities. If callers enter the administrator password, they have access to the administrator menu, which allows them to maintain fax and voice items.

  Related Topics


Password guidelines

When defining passwords, consider the following guidelines:

•	Use each password only once in a Password Check block. Each password is associated with one output. If you enter a password twice, the application processes only the first occurrence of the password.

•	Make sure that the passwords satisfy the length requirements configured in the Security section of CallPilot Manager.

•	Record the passwords, as they do not appear in Application Builder.

  Related Topics


Password Check - Parameters

Use the Parameters tab to configure the Password Check block. You specify the voice item to be used as the password prompt, and define the passwords.

Options

Password prompt

ID

Maximum number of password entries

Password #

Password

Confirmation

Edit…

New…

  Related Topics


Password prompt box
Displays the name of the voice recording that plays when callers reach the block and before they must enter a password.

Default: <default system prompt> "Password?"

Interaction: If you select an existing voice item from the list, the Edit button becomes enabled. If you select <new voice item>, the New button becomes enabled.


ID password check box
Identifies, by number, the voice item that plays before callers must enter a password. Use this number to identify the voice item in Voice Item Maintenance.


Maximum number of password entries box
 Specify the maximum number of invalid password entries to allow.

Default: 3

Range: 1−5


Password # box
If checked, indicates that the password defined in the two boxes on the right is enabled. Callers must enter the password correctly to exit the block on the password's corresponding output.


Password box
Type a numeric password that corresponds to one of the block's five outputs.

Range: 1−16 digits

Tip: The password appears as a row of asterisks. Remember the password that you define.


Confirmation box
Retype the numeric password that corresponds to one of the block's five outputs.

Range: 1−16 digits

Tip: The password appears as a row of asterisks. Remember the password that you define.


Edit password check button
Changes the selected voice item for password check.


New password check button
Creates a voice item for password check.


Password Check - Outputs

Use the Password Check - Outputs tab to see where callers go in the application if they enter the correct password or if they enter an invalid password the maximum number of allowed times. You set the maximum number of invalid password entries allowed in the session profile.  As well, this page shows where callers go if they give no response or press the cancel (#) key.

Options

Name

Connection

Visible

Notes

  Related Topics


Rotary Dial block

Many blocks (Fax Select, Menu, Password Check, and Thru-Dial) require dual-tone multifrequency (DTMF) input. However, callers might be using a phoneset without DTMF capability. The Rotary Dial block is provided to support these callers.

In the first block requiring user interaction, if the caller does not respond, the application assumes that the caller is using a rotary dial phoneset. The application follows the path for the Rotary output, which (by default) invokes the Rotary Dial block.

The Rotary output is used only for the first block requiring user interaction. For all subsequent blocks, if the user does not respond, the application uses the No response output.

The Rotary Dial block appears whenever you create an application. Since you cannot delete or rename the block, it is always available.

Note

•	Application Builder cannot determine whether callers actually have DTMF capability. Therefore, if callers do not enter a DTMF response for certain blocks, they transfer to the Rotary Dial block. (You can configure different handling.) The timeout period is set in the CallPilot Manager.

  Related Topics


Rotary Dial example

SuperValue Grocery store has an automated attendant with the following menu:

Please choose one of the following four options, or remain on the line for assistance.
If you know the extension of the person you want to reach, press 1.
To access our company directory, press 2.
To reach our Bakery Department, press 3.
To reach our Deli Department, press 4.

No response for first block requiring user interaction

A caller with a rotary dial phoneset reaches SuperValue Grocery store. The caller hears the menu, but is unable to respond. After the no response period elapses, the application routes the caller to the Rotary Dial block.

No response at a subsequent block

A caller with a DTMF phoneset calls SuperValue Grocery. After hearing the menu, the caller presses 1 to dial an extension. At the Thru-Dial block, the caller realizes she has forgotten the extension, and looks in her address book. Meanwhile, the timeout period elapses, and the application uses the No response settings for the Thru-Dial block.

  Related Topics


Rotary Dial - Outputs

Use the Rotary Dial - Ouputs tab to see the next block to which callers go in the application. Typically, the Rotary Dial block transfers the caller, via the Thru-Dial block, to an attendant. However, you can connect the Rotary Dial block to any other block except one that requires DTMF input.

Options

Name

Connection

Visible

Notes

  Related Topics


Imported Application overview

The Imported Application block enables you to place an application within another one. An imported application, or a source application, lets you create a link between it and where it is imported, the destination application. Consequently, if you change the source application, its functionality also updates in the destination application. You can use the Imported Application block in any other application. For instance, you can repeatedly import a commonly used menu into various destination applications.

Typically, the Imported Application block always connects to an End block to finish the destination application. However, you can continue an imported application if you link this block to another block in the destination application. As well, in the source application, you must connect at least one block to the Continue block.

  Related Topics


End box
Shows that the End block finishes the application.


Continue Imported Application box
Available only if you have also connected the Continue block in the exported application, and shows the next block in the application.


Imported Application - Outputs

Use the Imported Application - Outputs tab to see the next block to which callers go in the application. Typically, the imported application ends. Therefore, the Imported Application block connects to an End block in the destination application. However, the imported application can continue. To continue, an imported application's block must connect to another block in the destination application and, in the source application, at least one block must connect to the Continue block.

Options

Name

Connection

Visible

Notes

  Related Topics


Continue block

The Continue block passes callers from a source application to a destination application, in conjunction with the Imported Application block.

Before you import a source application into a destination application, you must export the source application. After you export the application, the Continue block appears in that application's window. You can connect blocks to the Continue block. Connect any blocks that should take callers from the source application to the destination application. If you do not connect a block to the Continue block, the source application is the terminating application.

You cannot rename or delete this block. As well, it can appear only once in an application.

There are no parameters to be configured in the Continue block.

  Related Topics


destination application
A destination application contains another imported application. Usually, a destination application is an entire application comprised of many functional parts. Imported applications supply those parts.


source application
A source application has been exported and then imported into another application. Usually, a source application contains only a chunk of functionality that other applications can use.


imported application block
An Imported Application block places a source application in a destination application. If the functionality of the source application changes, it updates in all the destination applications that imported it.

This block appears on the Imported Applications tab of the palette and has the same name as the source application that it represents.


Continue - Outputs

Use the Continue - Ouputs tab to see the next block to which callers go in a destination application. Typically, a source application ends. For the Continue block to allow the source application to continue, you must connect at least one other block to the Continue block.

Options

Name

Connection

Visible

Notes

  Related Topics


End block

The End block performs two functions: it disconnects callers from an application, or it transfers callers to another service.

By default, all system blocks (like Fax Item Maintenance) and some basic blocks (like Call Transfer and Thru-Dial) connect only to the End block. In these cases, the End block transfers callers. However, if a block's connection to the End block is not set by default or by an administrator, then the End block disconnects callers.

The End block appears only in the application window and can only appear once in an application. It does not appear in the palette with the other blocks. You do not need to configure this block or connect any outputs. You cannot rename or delete this block.

You can place an Announcement block before the End block, to warn callers that the application is about to end.

Note

•	If callers enter this block after selecting faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.


Custom Commands block

Use the Custom Commands block to allow users to create custom commands for the Speech Activated Messaging system (such as recording a synonym for a command, or recording a word or phrase in another language as a synonym for a command). The Custom Commands block appears on the system block palette when the Speech Recognition feature is enabled.

Since this block offers a service it causes the application to end.

There are no parameters to be configured in the Custom Commands block.

Note

•	If callers enter this block after selecting faxes for same-call delivery, the application asks if they want to continue and lose the faxes, or receive them.

  Related Topics


Custom Commands - Outputs

Use the Custom Commands - Outputs tab to see that the application ends once callers transfer to the service.

Options

Notes

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Adding CallPilot systems

Application Builder enables you to maintain applications for multiple CallPilot systems.

When you access Application Builder from CallPilot Manager, your logon information is retained from your CallPilot Manager session, so that you do not need to log on again.

If you use Application Builder in stand-alone mode (without logging on to CallPilot Manager), you must define the server connection details for CallPilot systems that you want to access with Application Builder. Once the CallPilot systems are defined, you can select the system you want to access when you log on to Application Builder.

To add a system

1	From the Start menu, choose Programs › CallPilot Application Builder › CallPilot Application Builder. The Application Builder logon dialog box appears.

2	Click Add System. A new window opens.

3	On the Connection page, select the connection type (Local Area Network, or Dial up connection).

•	If the administrative computer is on the same local network as the server, choose Local Area Network (LAN).

•	If the administrative computer is not on the same local network as the server, choose Dial up connection. For tips on the dial-up connection option, click here .

Note: For instructions on configuring a dial-up connection, refer to the Windows operating system documentation. When the dial-up connection is configured, continue with the next step in this procedure.

4	Click Next. The Address/Contact page appears.

5	Perform the following steps:

a	Type the computer name or the Customer LAN (CLAN) IP address of the CallPilot server.

b	If you are connected to the same network as the CallPilot server, click Verify to confirm that your client computer can connect to the server. If you specified a computer name, CallPilot inserts the CLAN IP address for the server. If the server has a Contact name and Location defined, this information is also filled in.

Note: If you are not currently connected to any servers, CallPilot will locate the server when you are connected at a future time.

c	If you receive an error message when you try to verify the server connection, see Verify address fails.

6	Click Next. The Name/Comments page appears.

7	Specify additional information about the server, as required.

•	In the System name box, type a descriptive name for the CallPilot system. The name must follow standard Windows file naming rules (for example, no symbols).

•	In the Comments box, type notes or comments about the system.

8	Click Next. The SSL page appears.

9	Select an option for Secure Socket Layer (SSL) encryption:

•	Never – Do not use encryption

•	For the entire session – Enable encryption for the entire Application Builder session. This option uses more system resources and can reduce the response time if you are using a dial-up connection.

•	Only for logon and password changes – Enable encryption when you log on to Application Builder or change a mailbox password.

10	Click Finish. The system name appears in the System list of the Application Builder logon dialog box.

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Verify Address fails

If you receive an error message when you try to verify your connection to the CallPilot server, check that the IP address or computer name that you specified is correct.

The Verify address step may fail for one of the following reasons:

•	There may be a local network problem on the server’s LAN. If you are not connected to the same network as the server, or if the server is offline, an error message appears if you try to confirm the computer name or address. However, CallPilot will find the server when you connect the client to the server at a future time.

•	The network setup may not enable the administrative computer to locate the server by computer name. If you specified a computer name, try to verify the connection using the server’s CLAN IP address.

The CallPilot system requires the CLAN IP address to ensure a more reliable and quicker connection to the server. When the network connection problem is resolved, the CallPilot system should function correctly.

•	The computer name or CLAN IP address for the server is incorrect. Check that you entered the correct computer name or CLAN IP address. Then click Verify address again.


Changing system options

To change the properties of a CallPilot system, follow these steps.

1	From the Start menu, choose Programs › CallPilot Application Builder › CallPilot Application Builder. The Application Builder logon dialog box appears.

2	In the System list, choose the system to modify.

3	Click Edit System.

4	Make the required changes, and then click OK.

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Deleting systems

To delete a CallPilot system that you no longer need to access, follow these steps.

1	From the Start menu, choose Programs › CallPilot Application Builder › CallPilot Application Builder. The Application Builder logon dialog box appears.

2	In the System list, choose the system to delete.

3	Click Delete System.

4	Click Yes to confirm that you want to delete this system.

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Dial-up connection tips

If you select Dial-up connection, the system establishes the dial-up connection, and then opens the logon dialog box when you launch the system. You do not need to establish a dial-up connection beforehand.

If you prefer a configuration where you establish a dial-up connection first and then launch the system, then select the Local Area Network option when you add the system. If you choose this configuration (selecting LAN but using a dial-up connection), you must do the following:

•	Specify the CLAN IP address of the server in the next wizard screen instead of the computer name.

•	Establish the dial-up connection before you launch the  system.