How to program a Panasonic
 KX-TVA50 or KX-TVA200
 voice processor, Part 2
NOTE: on this website, "voice processor,"
 voice processing system," and "VPS"
 mean the same thing.
 
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  • This page is the second part of our instructions for programming your Panasonic KX-TVA voice processor working in a typical business or home environment, providing both automated attendant and voicemail service, with a Panasonic KX-TD, KX-TA, KX-TAW or KX-TDA series phone system. It should take about an hour.
  • You can modify the suggested settings to provide the best operation for your particular needs.
  • The work on this page is done AFTER you have made programming changes in your phone system, to prepare it for use with your voice processor, and after you've done the work in Part 1.
  • Some of your work will be done from a PC, and some will be done from a phone.
  • "Maintenance Console" is just a fancy stupid name for the software used to program you voice processor. It is provided free, on the CD-ROM packaged with your voice processor.
  • While programming your voice processor, the software will often refer to your "PBX." In this case, PBX means the control unit ("KSU") of your phone system.

►►►IMPORTANT WARNINGS:

  1. This is a new page dealing with new products. Some information may be INACCURATE or INCOMPLETE or in the WRONG order. It will get better. We promise.
  2. Panasonic has published some INCORRECT information. If you RTFM, you may get in TROUBLE.
  3. We revise this page as we learn more. We're all VIRGINS again.
  4. The screenshots below may be DIFFERENT from what you see on your PC. Some screenshots were cropped or otherwise modified to save space.
  5. Unlike earlier Panasonic voice processors, you CAN'T program with a serial cable. You can program by modem, or through your network, or with a USB cable. This page covers USB programming. We'll add network and modem programming later.
  6. Send comments, suggestions and corrections to info@ablecomm.com
 

 
STEP 40
Now that you know your VPS works, it's time to start customizing. You'll be conceiving, constructing, recording and organizing the various announcements and menus that callers will hear.
 
Back in Step 36, we told you to leave things alone. Your inaction allowed the VPS to provide the same greetings, menus and service options to all Callers. Your VPS can provide a variety of different "packages" to callers, based on the following:
  • The line the call came in on ("trunk service")
  • The port in the VPS that is handling the call ("port service)
  • Caller ID of the of the Caller
  • Direct Inward Dialing extension number

 

 
 
 
 
 
 
 
 
 
below from tvs
 
 
 
 
 

You will start forming the actual menus, by associating an action with a caller's key stroke on a touchtone phone. It's a good idea to write out a script before you start programming the buttons.

Any key stroke can send the caller to a person, or to a group of people in a department, or to a mailbox, or to another menu, or to the main menu, or can repeat the current menu, or allow the caller to type in a few letters of a last name to reach someone, or do other things.

Create a “tree” diagram to design a route leading callers to the desired person, department, mailbox, or next menu. This tree should include all available caller options and cannot be deeper than eight layers. You might want to discuss available options with users before programming the system.

The top of the tree (at left below -- our tree fell down) should include what callers will hear after a brief company greeting (in the TVS50, it should be a replacement for the pre-recorded prompt # 819 -- more about it in the big yellow box below). Then create a branch for each option. Fill in each box so you can easily see what action corresponds to each keystroke, and make sure that your spoken message corresponds to the programming.

Remember that it is possible and often necessary to have one custom service lead to another custom service. For example, if someone presses [1] for sales, you might want another menu to say “for cars, press [1]; for trucks, press [2].” This way callers are routed directly to the person best suited to handle them.

The first menu (Custom 1) could be something like:

"If you know the extension number of the person you are calling, you can dial it at any time. For a staff directory, press one. To dial by name, press two. For sales, press three. For customer service, press four. For travel directions, press five. For our fax number, email address and website, press five. To repeat this menu, press six. Thank you."

 

see pg 113 in programming manual
 
 
below from tvs
 
 
 
 
 
 
NOTE: Instead of recording a menu from a telephone handset, you can have a professional recording made and (copy to come)
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
   
 
 
 
 
 
 
 
 
 
 
   
INFORMATION BELOW THIS POINT IS CARRIED OVER FROM THE KX-TVS50 INSTRUCTIONS. SOME OF IT MAY BE USEFUL. MOST OF IT WON'T. WE ARE PUBLISHING THIS PAGE IN INCOMPLETE FORM BECAUSE IT'S BETTER THAN NOTHING. WE WILL KEEP ADDING TO IT, AND SUBTRACTING FROM IT.
 
 
 
STEP 27
  • The next screen is where you start to set up the menus that callers will hear.
  • Type 1 and press ENTER.
  • NOTE: You can establish a maximum of 100 Custom Services with the possible depth of 8 layers.
  • Someone will have to record Custom Service Menus so that callers will know which key to press.
 
STEP 28
Now you'll enter some settings that affect the way your first menu (custom service 1) works.
  • In "Description," enter a name that makes sense for you, such as "day menu."
  • In items 2 through 5, use the suggested settings. You can change them later if you have a good reason or just feel like playing around.
  • In item 6, you tell the voice processor where you want it to send callers who either have rotary-dial phones, or are too bewildered to do anything.
  • After typing in an entry, the cursor will automatically move to the next position.
  • If you press ENTER, the cursor will move to the next position.
  • You can also use the cursor to move left, right, up and down.
  • If you make a mistake, press the backslash button (\) to move back one screen, and then make your correction.
  • Maybe change the "Call Transfer Anytime" setting to "No."
This parameter specifies the destination to which the call will be transferred. The "Extn." setting (enter "E") enables callers to be transferred directly to their intended party by dialing the extension number. The "Mbx" setting (enter "M") enables callers to leave messages in a mailbox by entering the mailbox number. The "No" setting (enter "N") disables extension transfer and mailbox transfer; only 1-digit entries work (following the Custom Service menu).

This parameter should be set to "No" when Subscriber Service is specified as a Custom Service option and it is desired that digits can be entered very quickly to specify a destination. Therefore, in most cases, "No" is the best setting
for this parameter. This is especially true if you do not want to explain "Call Transfer Any Time" in your Custom
Service menu recording ("If you know the extension number for the person you are calling, you can enter it now.")
  • Don't change the "Wait for Second Digit" setting.
This parameter resolves the problem when the first digit of the extension or mailbox number is the same as one of the Custom Service menu choices. The VPS waits the specified period of time for a second digit to be dialed. If the time period expires without a second digit being entered, the system assumes the caller has selected a menu choice. Use this parameter only if "Call Transfer Anytime" is set to "Extn." or "Mbx".
  • "No DTMF Input Operation" determines what happens when a caller doesn't press any touch-tone button. By default, the call will go to the Operator, usually the person at phone #101. You can change the destination by typing in a letter representing one of the selections near the bottom of the screen, and then type in additional information as needed, such as an extension number.

 

 
STEP 29
 

 

STEP 30
Fill in the Keypad Assignments, by typing in appropriate letters and numbers.
  • You will now work your way through all the buttons on a touchtone pad, starting with zero.
  • We're showing just one here, but they all look the same.
  • Try to structure your menu with relatively few choices at each level (probably no more than 5). People often try to remember each choice while waiting to see if a better choice is offered, and it's hard to remember more than three.
  • If you offer lots of choices, make one choice to repeat the menu,
  •  such as "R" (7 on key pad) or "star."
  • Make sure you program some function for every possible keystroke on a touchtone pad. If you are only offering a few choices in a particular menu, program the other buttons to send the caller to a receptionist or someone else who can help, or make the extra buttons repeat the menu (type in the letter "l") or go back to the main menu (type "m").
STEP 31
  • Press the backslash key ("\") several times to reach "Program - Service Setting" menu, and repeat steps 27 through 30 as needed, to create additional Custom Service menus.
  • When you are through entering menus, backslash out to the main page and then exit the program, and move down to step 35.
  • NOTE: Callers cannot jump between Custom Service menus more than 8 times.

 

STEP 32 - OPTIONAL! for Caller ID Routing only
  • Type 1 for "Enter,"
    and press ENTER.
 
STEP 33 - OPTIONAL! for Caller ID Routing only
Enter a number for the first Caller ID entry, and press ENTER. This is NOT the phone number, just an identifying number for a position on the list. Start with "1."
STEP 34 - OPTIONAL! for Caller ID Routing only
  • Type in a phone number without spaces or punctuation.
  • Press ENTER. The system will then put hyphens into the digit  string.
  • Type in a description.
  • Press ENTER.
  • Indicate destinations for each day part by typing in letters from the bottom of the screen, and then specific destinations. Press ENTER after each entry.
  • "*" (star) substitutes any number (star = wild card). For example, to route all calls from Area Code 201, enter "201 * (star)".
  • To have a "Private" call (no CID provided) automatically forwarded to a desired destination, enter "P".
  • For an "Out of Area" call, enter "O".
  • When you are through with this page, press backslash ("\") to return to the menu shown in in STEP 35, so you can enter another phone number if you like.
  • When you are through entering phone numbers, backslash out to the main page and then exit the program.

 

STEP 35

Once you have finished entering the settings for each digit in each menu, the menu "messages" or "prompts" should be recorded. Menu messages tell the caller what options are available and what keys correspond to those options, so the messages must match the programming.

IMPORTANT: Unless you make changes, the first thing that callers will hear will be "good morning" or "good afternoon" or "good evening" and "welcome to the voice processing system." These prerecorded phrases are called System Prompts.
You can eliminate or modify these prompts if you want to, so callers will hear your own message as soon as the system answers. (For the KX-TVS50, see section D6 in the appendix of the PDF manual, or section 6.1.4 in the HTML manual.)

IMPORTANT: Make sure you have selected "User 1" not "system" prompt in the custom service setting menus, and the port service or trunk service menus, or your changes will not take effect.
  1. Access the "Message Manager's Main Command Menu": dial the intercom number for the voice processor (usually 165 in KX-TD816, KX-TD1232, KX-TA1232, KX-TAW848; 295 in KX-TD308, 107 in KX-TA624 -- unless you used a different number), then press  #, 6, *, 998 (or 98 for the KX-TD308).
    IMPORTANT: This will not work if a PC is still connected and in the programming mode.
  2. Press [5] to modify messages.
  3. Press [6] to modify the user prompts,
  4. Press [1] to change user prompt 1.
  5. Press [1] to change a specific prompt.
    OR ON NEWER SYSTEMS, press [1] if you want to re-record a prompt with your own voice,
    or press [2] if you want to turn off a prompt.
  6. Enter the prompt number you want to change.
    • Prompt 819 is "welcome to the voice processing system."
    • Prompt 248 is "good afternoon."
    • Prompt 249 is "good evening."
    • Prompt 250 is "good morning."
  7. Continue following instructions. You can press 3 to turn off a prompt.
  8. ►NOTE: by eliminating the pre-recorded prompts, you will cause a delay between the end of ringing and the first sound that callers will hear. To minimize the delay, we recommend that you replace prompt 819 with your own brief message ("Thank you for calling Acme International") which will be be played immediately before your main menu (usually "custom 1").

The next sequence shows you how to record the custom service menus.

  1. Access the "Message Manager's Main Command Menu": dial the intercom number for the voice processor (usually 165, 295 or 107), then press  #, 6, *, 998 (or 98 for the KX-TD308).
    IMPORTANT: This will not work if a PC is still connected and in the programming mode.
  2. Press [5] to modify messages.
  3. Press [4] to change the custom service menu.
  4. You will hear: "Enter the Custom Service number [1] through [100]. To record the Custom Service Exit prompt, press [0]."
  5. Press the button on your touchtone pad corresponding to the custom service menu you want to record or change.
  6. Follow the instructions until all Custom Service prompts have been recorded, using the tree that you created as a guide.
  7. IMPORTANT: After you have entered and recorded all menus, it is important to try the program yourself to see that all functions perform properly. Dial into the system and try all the choices to see if you are routed correctly. Verify that each menu choice works as it should.
   IMPORTANT: People should learn how to use the system, and should record their names and mailbox messages. Click for our User Guides
 

2005 AbleComm, Inc. All rights reserved.
Some screenshots are 2005 Panasonic Communications Co., Ltd.

voiceprocessor.info/prog-tva-2.htm updated 4 JULY 05


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