Comdial DXP with VMI
Manufacturer: Comdial
Model: VMI-X Integration
Software Version: 22XX systems, DXP and other systems which support the Comdial VMI unit. Call coverage available with some Executech 2000 and Express systems, according to Comdial documentation. See Comdial documentation for information on specific Comdial systems.
Hardware Requirements:VMI-X unit for each two ports of voice mail. Other units won't work!
| Global | Lc Off | 99 |
| Custom Page 1 | Hold (no comma!) | & |
| Custom Page 1 | Return Destination | 1 |
| Custom Page 1 | Retrieve Message Key | 9 |
| Custom Page 2 | Message Light On | ,,*3E |
| Custom Page 2 | Message Light Off | ,,#3E |
| Custom Page 2 | Fixed / Var Box | 1 |
| Custom Page 2 | DTMF Disconnect | 8192 |
Important: Add the following line to the VOICE.BAT file: SET PBXTYPE=CDIAL
Important: All other VoiceTrak parameters must be set to Default.
Use Tone/Cadence file: NA
The Automated Attendant Immediate Transfer feature is one of the best features we've ever seen on a phone system. It allows for the advanced functions available with supervised transfers, but eliminates slow connect time, which is the #1 user complaint with supervised transfers. Comdial should be commended for this outstanding feature. (This feature does not function in all version of the Comdial software)
In August of 1995 Comdial released to us a detailed description of their in-band (DTMF) integration techniques and VoiceTrak version 3.34 and higher includes this capability. (Thanks, Comdial.)
Important note: VoiceTrak implementation of the Comdial integration between 3.34 and 3.51 would only allow R mailboxes. Version 3.60 and higher also allows I mailboxes. All other types are disallowed due to the Comdial implementation of voice mail integration.
Comdial has elected to implement a very unique voice mail integration which can cause confusion for the technician and customer. Please review these notes carefully to avoid unnecessary problems!
Direct Calls to VoiceTrak from any internal station cause the Comdial unit to send a single digit 9. If the VoiceTrak Retrieve Msg Key in Setup/Custom page 1 is changed to 9, the internal calling party will hear, "Please enter your extension number." With this implementation both the "*" and "9" keys can be used to retrieve messages. As an alternative, the Retrieve Msg Key can be left as "*", and the DTMF option of "9" in the appropriate Department Mapping can be changed to "D" for Department and "000" for the destination. This will cause VoiceTrak to absorb the digit and simply play the initial salutation greeting rather than, "Please enter your extension number." It's your choice.
Transfers to stations can be complicated by an apparent shortage of intercom links, also called DTMF receivers. A DTMF receiver is necessary to transfer a call using a single line port. To initiate a transfer a voice mail system must send a hook flash, and expects to hear dial tone indicating the transfer can be started. The Comdial KSU instead sends one of two DTMF tones to indicate whether or not an intercom link is available. If a link is available VoiceTrak will initiate the transfer. If no link is available, the VoiceTrak window will show "Comdial Error" (for troubleshooting only) and the calling party will be sent directly to the personal greeting of the desired party with no additional explanation. (We felt this would be preferable to adding a prompt which said, "Sorry, this phone system doesn't have enough DTMF receivers to transfer your call right now, so we'll just take a message instead.") If you receive complaints from the customer that the system isn't transferring calls and is just taking messages it is very likely the cause is a lack of intercom links on the Comdial to transfer the call.
Disconnect Detection provides another challenge, depending upon the particular Comdial model, age and setup. We may receive silence, dial tone or a DTMF A tone. Be sure the VoiceTrak DTMF Disconnect option in Setup/Custom page 1 is set to 8192 for A tone detection in the event your system sends an A tone. It is likely, depending upon the model and age of the Comdial unit in question, that you will receive complaints about messages due to a lack of positive disconnect. Complaints about blank messages or messages that end with dial tone are possible. While we don't mean to be negative, many phone systems now provide a disconnect signal of loop current drop or a series of programmable DTMF tones, and we're disappointed that Comdial has not used this approach. Finally, the VoiceTrak setup/custom page 1 screen includes a variable called Max Noise, and this is how many seconds of a continuous tone (like a dial tone) is required for disconnect. A higher number takes longer to disconnect, but avoids the problem of cutting off people who hum a single tone while they think (we're not kidding).
Voice Mail Immediate Transfer is a great Comdial feature and we've praised this feature for several years. The most common complaint about supervised voice mail transfers is the delay when the calling party answers the phone. Turn on the voice mail immediate transfer feature in the Comdial programming!
Outdialing is more complex with Comdial because of the need to test for a valid intercom link. We must go off-hook to activate or deactivate message lights, or to make outside calls to pagers or other numbers. The Comdial system forces us to check for the availability of an intercom link prior to dialing, and this introduces delays in system operation.
Voice Mail Line Ids are available in some Comdial systems. This means you can program a special ID, up to 8 digits, to identify a particular CO line ringing into VoiceTrak for direct ring, delayed ring, night ringing or forwarding. This is helpful for applications which require a different greeting on certain lines. See our documentation regarding the use of S mailboxes. Briefly, you can use an S type mailbox to direct VoiceTrak to play a different Salutation depending upon the DTMF digits received. It is possible that each CO line could play a different greeting, all could play the same greeting or anything in between. S mailboxes provide maximum flexibility when combined with the Comdial voice mail line ID feature.
Busy Stations. When the Comdial tells VoiceTrak that a station is busy during an auto attendant transfer, VoiceTrak can either allow the caller to remain on hold or send the caller directly to the personal greeting of the called party to record a message. If the KSU already has a shortage of intercom links it may not be a good idea to allow the caller to remain on hold and occupy a link. If the customer prefers that callers be informed if the station is busy, and if sufficient intercom links exist, the following line may be added to the VOICE.BAT feature to enable callers to remain on hold when stations are busy:
SET DTMFBUSY=Y
Single ring. Most Comdial systems will only give one ring to the voice mail system although some newer versions of some systems provide continuous ringing. If your Comdial only provides one ring you must not user the "inrings" feature of VoiceTrak to provide delayed answering. VoiceTrak must answer on the first ring - because it may only get one ring!
Accucall. Experienced VoiceTrak installers have worked with Accucall, a Rhetorex utility program to help identify and define the ringback and busy tones generated by the phone equipment. Since this Comdial integration uses only DTMF tones it is not necessary, and probably not even possible, to use Accucall.
Hunt Group Programming. Follow the procedures listed in the Comdial documentation. We have found that with certain Comdial systems the following procedure is helpful.
Use a single line telephone (SLT) or test set to program each VoiceTrak port for Busy Forward to the next VoiceTrak port. In other words, temporarily connect a SLT to the tip & ring of the first port to be used for VoiceTrak. Get intercom dial tone and dial *54 + next VoiceTrak extension number. Move to port 2 and program it to forward to port 3. Repeat for each port. The last port should forward to the attendant console for overflow. Suggestion: The last VoiceTrak port should be reserved for message lights and outcall notification so lights will turn on and off quickly. For example, on an 8 port VoiceTrak system, port 7 should forward to the attendant and not to port 8.
Outcalls. To provide ample time for the Comdial codes indicating availability of DTMF Receivers, add 3 commas to the beginning of any call. Outcalls to pagers should also include the letter "N" to disable line monitoring. Sample: ",,,9,5551212;21#N"
Set the notify limit to 40 (maximum digits allowed) to allow for extra digits.
Certain software levels of various Comdial models may require other tricks. Please help your fellow technicians by calling or faxing us with any tips. Thanks in advance for your help!