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Voice messaging solution offers a powerful and highly efficient way to contact thousands of people in the time it takes to place just one phone call. With voiceREACH, you can send your message over a touch-tone phone or through your PC. Better still, you can include a personalized message to each recipient, provide an easy, one-touch method to transfer your recipients into your call center, or conduct a survey and collect responses.

voiceREACH Contacts

You will need to the following URLs and phone numbers in order to set up jobs, input lists and messages and access voiceREACH customer support.

Contact Fax Solutions

Documents Referenced in This User Guide

In addition to this User Guide, there are a number of support documents related to voiceREACH which provide further detail on related topics.

Title	Description
voiceREACH Feature Description	Detailed functional description of each voiceREACH feature, including technical information.
Using voiceREACH Data Collection	Complete instructions for using the Data Collection features available in voiceREACH, including troubleshooting.
FTP Submission for voiceREACH	Step-by-step instructions for submitted jobs and lists via FTP.
Using voiceREACH Text to Speech	How to use Text-to-Speech templates with voiceREACH to insert unique data elements in a message.

Chapter 2:

Using voiceREACH

Getting Started

It’s easy to set up and run voiceREACH jobs, and you can get started on basic jobs in a matter of minutes. First, you’ll want to verify that your computer meets the requirements for interfacing with the voiceREACH system by checking the System Requirements below. Then just follow the simple step by step instructions and you’ll be ready to go.

System Requirements

To use voiceREACH, you will need a computer with:

An Internet Connection (preferably high speed)

Internet Explorer^© 5.0 (or higher); or Netscape^© 4.75 (or higher)

If you choose to record your message on your PC (which provides more flexibility), you will need:

Microsoft^© Sound Recorder software

Microphone (higher quality microphones provide the best recordings)

Speakers

voiceREACH Step-By-Step

Setting up a voiceREACH broadcast consists of the following basic steps, which are explained in detail on the pages that follow:

1. Set up a customer profile (for first time users)

2. Create a list

3. Upload the list

4. Record the message

5. Send the message

Customer Profile Settings

Each customer account has certain profile settings that govern administrative information such as where your reports are sent, and standard job parameters, like black out periods and delivery methods.

During account set up for new customers, the Xpedite Customer Service department will offer options for your Customer Profile. These selections will remain active on your account until you contact the Customer Service department to change them.

Below is an explanation of the profile options from which you may choose:

Admin. Type

This specifies the type of destination for delivery reports. You may choose to have reports delivered in a number of ways, including:

· Fax

· an Internet address

· Xpedite mailbox

· TELEX address

· Distribution List (i.e. to several fax machines, Internet addresses, etc. or a combination of these).

Admin. To

This specifies the address or list to which reports will be sent.

Report Format

Establish the report format preferred. The options are:

- default voice broadcast report, which includes list name, recipient names and phone numbers, status, date and time sent, and duration of the call.
VR_Complete - complete information broken down on a percentage basis. (No CSV attachment)
Hotkey_IDC - custom report which allows reporting of Hot Key Transfer. The report includes the duration of the voice message and when the recipient was transferred to a live operator. (CSV attachment for details)

If you are unsure of which format to choose, select voc_default.

Voice Blackout

ANY - To avoid sending unwanted calls to recipients’ phones during night time hours, Xpedite imposes a blackout period from 9:00 PM to 8:00 AM in the local time zone of the recipient. This means our customers cannot deliver any voiceREACH messages to any one between these hours. This is the default setting for all voiceREACH customers and is identified as “ANY.”

NONE – The default blackout period does not apply for this user. This will be primarily reserved, with special approval, for school districts that need to notify their district of closings or delayed openings in the early hours, or for companies sending crisis communications.

Custom blackout windows can also be specified. For example, if a user such as a Securities firm sending Analyst Calls to client's office voice mail addresses has a specific need to send during the blackout periods, we will waive these requirements with special approval.

Voice Delivery Method

The selected Voice Delivery Method determines whether your messages are delivered to recipients who answer the call in person (“live answer”), to answering machines or both.

Silence

After the phone goes off hook, a preamble message of “Please hold” is played and then the two seconds of silence is waited for, before the message is played. The voiceREACH system listens for up to 60 seconds for the two seconds of silence.

PAMD (Positive Answering Machine Detection)

This option is for those wishing to have their message delivered to both "live" customers and answering machines (including voicemail). If the call is picked up by an answering machine, the system will listen for two seconds of silence for direct dial. When an extension is part of the dialing string it will listen for four seconds of silence, then leave the message. In both cases the period of silence must occur within 60 seconds. If it detects live voice, delivery begins right away. PAMD is the default value.

PAMD Voicemail Only

The voice message is delivered only if PAMD indicates that an answering machine or voicemail answered the call. The voiceREACH system will wait for up to two seconds of silence within a 60 second time period if direct dial and play the recording. When an extension is part of the dialing string it will wait for four seconds of silence within a 60 second time period and play the recording. If it detects a voice it will play an alternative Wav file, such as "We're sorry, we have dialed your number in error" and disconnect. If it does not detect the amount of silence within the time period it will disconnect.

PAMD Live Only

Used only with a Hot Key Transfer application. The voice message is delivered only if PAMD indicates that a live person answered the call. If so, the message is delivered right away. If it detects an answering machine or voicemail, it will wait up to two seconds of silence or four seconds of silence, depending upon extension for DDD, within a 60 second time frame. Once it detects silence, we will play a fixed alternative wav file such as "We're sorry, we have dialed your number in error" and then disconnects. If it does not detect the amount of silence within the time frame, the call is disconnected.

Compliance ID

This pertains to a valid Xpedite user ID of a person who is authorized to accept or reject a compliance review job. You must also provide the email address of the person indicated in the Compliance ID. Compliance IDs are mainly used by securities or other financial services customers.

Compliance Format

The template name to be used for the reviewer’s (Compliance Officer) notification message, the sender’s notification message, and the recipient list detailed report request. (Default is “compliance_default”)

Voice Retry Algorithm

Specifies the retry algorithms to use for voiceREACH voice delivery sub-jobs. Default setting is “53.”

· voiceREACH will retry busy numbers two times with ten minutes in-between attempts

· Any error numbers will be retried twice, with 20 minutes in-between attempts

Additional retry algorithms are available if necessary.

Hot Key Transfer

Transfer_num

A Hot Key Transfer telephone number must be specified if this feature will be used. The number determines which number will be dialed to initiate a call transfer, typically this is the number of a call center. The entry must be a valid domestic or international telephone number.

Hkt_ani

Sending of the recipient's number as the ANI to the call center when a transfer is initiated is option in voiceREACH. The possible settings are:

· NONE causes no ANI to be sent with the transfer call

· BCAST_DNIS causes the broadcast call's dialed number to be sent as the transfer call's ANI;

· BCAST_ANI causes the broadcast call's ANI to be sent as the transfer call's ANI.

· Default is NONE

Extension Dialing

Also known as “two stage dialing,” Extension Dialing is a useful tool when trying to deliver a voice message though business phone systems such as a PBX.

This feature is described more fully in the section titled “Creating Your List”

Message Replay

This profile element enables the Replay function and sets the message replay key.

Replay

If you select “Replay,” you must also provide the DTMF digit (1-9, #, *) which the recipient can press to replay the message.

Replay Count

This profile element sets the maximum number of message replays allowed. Default is 10 times.

Creating a List

The first step to starting your broadcast is creating a list. voiceREACH utilizes lists in the standard CSV (comma separated values) format. This list format is available through a number of common spreadsheet and database software programs, including Microsoft Excel and Microsoft Access. The instructions provided here illustrate how to create and upload a properly formatted list using Microsoft Excel. You can re-use a list for subsequent broadcasts.

List Creation using Microsoft Excel

Column Name	Description
Ref	This column is for the reference name/number, for each record, which will appear in your report. (required column)
Type	This column is for Xpedite internal use. You must enter ‘voice’ (or ‘internet’ for email messages) in this column for each record. (required column)
Addr	This column is for destination phone number (required column)
Alttype	Supports alternate destinations if a call cannot be completed to the designated recipient. Enter ‘voice’ (or ‘internet’ for email messages) in this column for each record. (optional column)
AltAddr	Supports alternate destinations if a call cannot be completed to the designated recipient. This column is for the alternate address i.e. the destination phone number. This number will only be attempted after the first number fails to deliver. (optional column)
INS_1 to INS_999	These are extra columns designated for variable data to be used with a Text to Speech Template (refer to Text to Speech in Section 3 of this document on how to create a template). (optional column)

2. Enter the details in each corresponding column as shown below. Phone numbers do not require dashes or parenthesis.

You can specify Alternate addresses by including the “alttype” and “altaddr” columns. If the system cannot deliver to the primary number, it will then attempt the alternate number.

3. When your list is complete save it to a directory on your computer as a .CSV file by using the “Save As” function, then selecting CSV in the “Save as Type” dialog box.

Extension Dialing

Calling into today’s business phone systems often requires dialing an extension to reach your target. Phone systems may also expect the caller to navigate one or more "trees", using additional numbers or special characters. To deliver calls to recipients within business phone systems, it must be determined how pauses can best be added to assure message delivery.

Basic Extension Dialing

The simplest model of extension dialing requires entering the phone number in the “addr” field, followed by "x" and then the extension number, to indicate an extension will be following a 5 second pause

Example: 8009663297x4444

Note: Any automated system, including voiceREACH, cannot automatically navigate through all phone systems. However, for the majority of voiceREACH calls to extensions, this model will succeed.

Advanced Extension Dialing

For some phone numbers with extensions, extra characters and pauses are needed. These special characters and pauses are only available for extension dialing. (Direct dial numbers cannot have any special characters associated with their use.)

Following the specifications in the chart below, a string of up to 34 characters can be added after the "x" to enable voiceREACH to connect to the specified extension.

All special characters in extensions can be added to numbers in a voiceREACH broadcast list through:

· your own database or CSV file

· the List Editor available on the voiceREACH web site (http://www.xpedite.com/xweb/voice)

· Xpedite's List Maintenance department (available for list editing only)

Phone number
with area code

X" to indicate
extension

Extension with pound
signs and commas

2 1 2 5 5 5 1 2 1 2 x # , 2 , , # , 7 3 8 7

Adding commas and pound signs in an extension may make the list entry appear as follows:

Uploading Your List

Once you have created your list, you are ready to upload it to the voiceREACH Website so it will be ready for use with your voiceREACH jobs. (Note: Instead of uploading your list, you may also choose to store, manage, and use your list locally on your computer, depending on your preferences, and the size of your list.)

http://www.xpedite.com/xweb/voice
Enter your User ID and password to login – this will bring up the Start Broadcast Page.
Click on “List Upload” in the menu bar on the left side of the screen. The List Upload screen will appear, as shown below.
Enter the name of your list in the List Name field. This can be any name you would like your list to be called
Character Code Set field: leave as “unspecified”
Format options (radio buttons): leave as “CSV Format”
Click Browse to locate the voiceREACH broadcast list you previously created and saved on your computer. Select the correct file name, which should now appear in the File Name field.

Upload to upload the selected list to the voiceREACH system. The Upload Results Page will appear to show your list upload has been successfully. If you do not see this page, your list has not been uploaded, so you’ll need to go back and verify that you completed each step correctly.

Uploading Your List

http://www.xpedite.com/xweb/voice
Enter your User ID and password to login – this will bring up the Start Broadcast Page.
Click on “List Upload” in the menu bar on the left side of the screen. The List Upload screen will appear, as shown below.
Enter the name of your list in the List Name field. This can be any name you would like your list to be called
Character Code Set field: leave as “unspecified”
Format options (radio buttons): leave as “CSV Format”
Click Browse to locate the voiceREACH broadcast list you previously created and saved on your computer. Select the correct file name, which should now appear in the File Name field.

Upload to upload the selected list to the voiceREACH system. The Upload Results Page will appear to show your list upload has been successfully. If you do not see this page, your list has not been uploaded, so you’ll need to go back and verify that you completed each step correctly.

List Maintenance

List Editor (List Maintenance Tool) on the voiceREACH website:

For lists of only a few hundred addresses, the list maintenance tool on Xpedite's voiceREACH website can be used to create and upload lists, edit lists, and delete lists for voiceREACH. Larger lists are best handled locally, as Internet connectivity issues can affect the efficient handling of large files of any kind. To use the List Editor, you must upload your list to the voiceREACH website.

List Maintenance Service

Xpedite offers in-house broadcast list services to customers, and can create and maintain your voiceREACH lists for you at a small, per-record charge. To use this service, list data can be sent to listentry@xpedite.com, or faxed to 800-357-4464 / 732-389-3283.

For additional details on submitting lists to Xpedite’s List Management Department, contact your Account Representative or Xpedite’s Customer Service department.

Recording Your Message

voiceREACH provides three easy options for recording your message. Depending on the method you choose, you can record and send you message immediately, or record a message file for later use.

· A computer and the Microsoft Sound Recorder utility or similar software

· A telephone using the voiceREACH IVR system

· A computer and the voiceREACH web site

The option of recording a message file to be used at a later date is useful if you plan to use have professional voice talent or a company spokesperson create the message.

Instructions for recording and sending messages using the touch-tone IVR and the voiceREACH web site are included in the section titled “Sending Your Message”

Using Microsoft Sound Recorder

The Microsoft Sound Recorder software comes with your Windows OS, and should be preloaded on your computer. To run the Microsoft Sound Recorder utility, click the START button on your computer and select:

[Programs] / [Accessories] / [Entertainment] / [Sound Recorder]

Sound Recorder Settings

Set Sound Recorder to one of the following formats before you begin recording:

8 kHz 16 bit Mono

11.025 kHz 16 bit Mono

22.05 kHz 16 bit Mono

Record your message:

connected to your computer.
Click on the File menu, and click New.
To begin recording, click the “Record” button (“A”)
To stop recording, click the “Stop” button (“B”)
Click on the File menu, select Save As,
and name your recording

Tips on Recording Your Message

· Write your message content on paper first. Preparing your message content in advance will help ensure you send an effective message to your recipients. If you find it helpful, practice speaking your message a few times before recording it.

· Record your message in a quiet area - Background noise in a message can be a problem for some recipients, depending on the quality of their phone system equipment.

· Keep your voice at a consistent pitch - Lowering your voice at the end of statements, or changing your voice tone or volume during message recording may result in a message your recipients do not want to hear. Listen to your own recordings prior to saving your file.

· Keep the message short - We recommend keeping your message under two minutes. The shorter and more to the point, the more recipients will pay attention and "get" your message.

Hot Key Transfer and/or Message Replay – If you enabled the Hot Key Transfer and/or the Message Replay feature (via Xpedite’s Customer Service Department), be sure to do the following in your message:

· Inform recipients about the Hot Key and/or Message Replay feature

· Include which key to press to use Hot Key Transfer and/or Message Replay

· Leave 2-3 seconds of silence at the end of the recording to give recipients time to react.

· Hot Key Transfer only: tell recipients where they will be transferred when they press the “Hot Key”.

· Hot Key Transfer only: in case the system reaches an answering machine, include in the recording the call-back number for the recipient to dial. (Unless you are using the Dual Document feature)

Message Length - Xpedite has no limit on the length allowed for a voiceREACH message. However, many of your recipients will receive the message into their voicemail or answering machine systems, and there may be time limits put on the length of the message the system will store.

Sending Your Message

You can send and control your voiceREACH broadcasts via:

· Telephone using the voiceREACH IVR to quickly send broadcasts without any special settings

· The voiceREACH website, which provides a full set of features for sending broadcasts

Creating and Sending Messages with a Touch Tone Phone

The touch-tone IVR system provides a quick and easy way to create and send messages using your telephone. This method is ideal for sending quick updates to an existing list, such as school notifications or alerts and reminder to a club or group. When sending to a list, you will need to create and upload your list in advance, and you’ll need to know the list number (you must name your list numerically, to ensure you can enter it into the phone keypad).

Dial the voiceREACH toll free number to access the IVR system.
Login

Enter your User Number followed by the # key, and then enter your Password followed by the # key. The system will verify your User Number and Password.

Create your message:

If you do not need to use a billing code, press 1 to create your message.

Press 2 for an optional billing code on your Xpedite Invoice, and then enter your billing number followed by the # key. The system will repeat the number to you. Press 1 to confirm or # to re-enter.

Press 1 to create your message.

4. Select whether you are sending to a list or a phone number:

Press 1 to send to a list: Enter your list number, followed by the # key. The system will play back the list number for confirmation. Press 1 to confirm or # to enter a different list number.

Press 2 to send to a phone number: Enter the phone number followed by the # key. The system will verify the number. Press 1 to confirm or # to re-enter. Enter the extension number followed by the # key. If no extension number is needed, press the # key. Press 1 to confirm or # to re-enter.

5. Record your message:

Press 2 to Record your message, and # when you are done. Once you have recorded your message, the system will play it back and provide the message duration. Press 1 to accept and save the message or press 2 to re-record.

6. Select delivery options:

Press 1 to send your job for immediate delivery, or 2 for scheduled delivery.

If you choose immediate delivery, the system will process your job information, and provide a job number once you submission has been accepted. Press * if you need to replay the job number. If you’d like to send another message, press 1, or press 2 to end the call.

If you selected scheduled delivery, press 1 to schedule delivery at the local time zone or press 2 to schedule message delivery regardless of the time zone (system is set for EST).

· Select the day of delivery with: 0 for today, 1 for tomorrow, etc, followed by the # key.

· Press 1 for AM delivery or Press 2 for PM delivery.

· Enter delivery hour followed by the # key.

· Enter delivery minutes followed by the # key.

Once you have entered all the schedule information, the system will verify the date and time you have selected. If this is correct, press 1 to send your message or # to enter a different time.

When you are done, the system will process your job information and provide a job number when the job is accepted. If you’d like to send another message, Press 1, or Press 2 to end the call.

Sending Messages with the voiceREACH Web Site

For all jobs, including more complex ones, you’ll want to use Xpedite's voiceREACH web interface following the steps below. To get started, go to the voiceREACH website at

and enter Your Xpedite user ID and password. Once you are logged in to the voiceREACH web site, click Start Broadcast on the menu bar on the left side of the screen.

Start Broadcast

The Start Broadcast page consists of three areas which must be completed to send a broadcast:

· Destination Specification (A) is where you select the list to be used and add any additional phone numbers. If your message is going to a small number of recipients, you can enter the numbers here without using a list.

· Input Data File(s) (B) is where you select WAV files are to be sent. You may choose one message for all destination types or different messages for Live Answer and Answering Machine.

Delivery Options (C) allows you to select things like message delivery method, start date and time for scheduled messages, etc.

· Enter delivery hour followed by the # key.

· Enter delivery minutes followed by the # key.

Once you have entered all the schedule information, the system will verify the date and time you have selected. If this is correct, press 1 to send your message or # to enter a different time.

When you are done, the system will process your job information and provide a job number when the job is accepted. If you’d like to send another message, Press 1, or Press 2 to end the call.

Sending Messages with the voiceREACH Web Site

For all jobs, including more complex ones, you’ll want to use Xpedite's voiceREACH web interface following the steps below. To get started, go to the voiceREACH website at

and enter Your Xpedite user ID and password. Once you are logged in to the voiceREACH web site, click Start Broadcast on the menu bar on the left side of the screen.

Start Broadcast

The Start Broadcast page consists of three areas which must be completed to send a broadcast:

· Input Data File(s) (B) is where you select WAV files are to be sent. You may choose one message for all destination types or different messages for Live Answer and Answering Machine.

Delivery Options (C) allows you to select things like message delivery method, start date and time for scheduled messages, etc.

Delivery Options

Delivery Method

Choose one of the following options from the drop down list, to determine how the system will respond to live vs. answering machine pickups:

Silence - your file will be delivered after the system plays the message “Please Hold”. The system then waits for two seconds of silence before it plays the message.

PAMD (Positive Answering Machine Detection) - Identifies whether a live person or answering machine is receiving the message. Selecting this option indicates that your file will be delivered upon successful application of the "Positive Answering Machine Detection" algorithm. (While PAMD is highly accurate, it is possible that there may be some misinterpretation of “Live” answers.)

PAMD is the only option you may select if you chose the “Deliver different files based on live or machine answer" delivery option, or you are delivering a data collection Script as your input file.

Voice Only - mandates that your file will only be delivered if the PAMD algorithm determines a live person has answered the call.

Answering Machine Only - indicates that your file will only be delivered if the PAMD algorithm determines that an answering machine or voicemail system has answered the call.

Delivery Class

To Schedule Delivery, choose Scheduled from the drop-down menu. Express is the default selection:

Express - immediate delivery

Scheduled - start delivery at a particular time and/or day. Use the drop-down boxes to change the delivery date and/or time (initially, the system fills in the date and time boxes with the PC's current values). You can schedule jobs up to 14 days in advance.

Deliver in Recipient’s Time Zone

This option set the start time of scheduled deliveries based on the time zone(s) of the recipient(s). For example, a 6PM start time will occur at 6PM Eastern Standard Time for an item delivered to a New York area code and at 6PM Western Standard Time for an item delivered to a California area code. If this box is not checked, all scheduled delivery items will start at the same time regardless of destination time zone.

Delivery in Recipient’s Time Zone will not work with wireless phones. The system will deliver these calls in the sender’s (your) time zone.

Customer Reference

Enter an optional reference or identification you can give for this broadcast. This field can be up to 40 characters in length, however only 20 characters will appear in the report. This reference can be used in the Broadcast Status form to find the status for this particular broadcast job.

Report Type

Reporting lets you view the results of your broadcast. Select your desired delivery report style from the drop-down menu:

Detail - specifies the final delivery or non-delivery status for each destination in the list or lists. For each destination, the results include the number of attempts and elapsed time to deliver (or byte count for email destinations).

Exception – reports on only those destinations that could not be delivered, with the number of attempts and reason.

Conditional - is generated only if one or more destinations could not be delivered.

Summary - specifies only the totals delivered and not delivered.

None - No report is generated.

Billing Code

Enter an optional billing or department code you can use to identify this broadcast. The monthly invoice will be sorted by Billing Code, and all broadcasts for a given Billing Code will be subtotalled. The Billing Code field can be up to 20 characters in length.

Submit

Clicking the Submit button will immediately send your message to the designated list, so you’ll want to check everything before you proceed.

Check Before You Send

If you are using the Hot Key Transfer feature:

· Has it been set up by the Customer Service Department?

· Have you referred to the transfer key in your message?

· Have you indicated which key the recipient should press?

· Have you tested it?

If you are using the Message Replay feature:

· Has it been set up by the Customer Service Department?

· What key will activate the replay?

· Have you included it in your message?

· Have you tested it?

Always TEST before sending to your live recipient list.

When finished entering all data, click the Submit button at the bottom of the page. After clicking Submit, you will receive a positive or negative acknowledgement once the data and file have been uploaded to the host. You will be given a Job Number and other details if the message has been accepted.

The Browser may appear to be frozen while the upload is in progress. This may be due to your Internet connection speed or your WAV file size.

download user guide (.doc 2.9Mb)

Fax Services

VoiceREACH User Guide

How to get the most from voiceREACH features and capabilities

voiceREACH OVERVIEW

What is voiceREACH?

Using voiceREACH

Admin. Type

Admin. To

Report Format

Voice Blackout

Silence

Compliance Format

Voice Retry Algorithm

Hot Key Transfer

Transfer_num

Hkt_ani

Extension Dialing

Message Replay

Replay

Replay Count

Extension Dialing

Basic Extension Dialing

Advanced Extension Dialing

List Editor (List Maintenance Tool) on the voiceREACH website:

Sound Recorder Settings

Delivery Options

Delivery Method

Delivery Class

Submit

How to get the most from voiceREACH
features and capabilities