Call Butler User Manual

CallButler User Manual

Welcome to CallButler

Welcome to the converged communications hub for your business. CallButler is a groundbreaking telecommunications platform that will enable your customers, partners and employees to communicate seamlessly any time, anywhere. CallButler is much more than a phone system. CallButler is a complete telephony platform that combines features such as PBX, IVR, Auto-Attendant, Voicemail (see Glossary for terms) and much more into a single box.

Quick and Easy CallButler is designed to be up and running within 10 minutes with no prior training or experience.

Use Your Existing Equipment

All you need to run CallButler is a Windows PC and a broadband Internet connection. You can even use your existing mobile phone and land telephone lines as extensions to which to transfer your callers.

Cost Savings Using CallButler with an Internet telephone service, you can save 70% or more on your current telephone expenses.

Look Bigger CallButler gives your organization that big business feel by impressing callers with telephone features once reserved for only the largest of businesses.

Become Bigger Don't just settle for looking bigger. Grow your business with a telephone system that

integrates with customer and partner data and turns your telephone from a cost center into a profit center.

Getting Started

To get CallButler working in just a few minutes we recommend you begin with the Quick Start Guide.

© 2007 Telephony2 Corporation. All Rights Reserved.


Getting Help

If you have questions about the setup and operation of CallButler you may refer to the following sources for help:

Built-In Help

With CallButler you can get help for most options and settings without even leaving the application. If you need help in any CallButler application, look for the following:

General Help Look for a help icon and click it to get help on a general topic.

Setting Specific Help

Hold your mouse over any text and look for a icon. If you see this icon, you can click the text to view onscreen help. Example:

Using this Help File

This help file is designed to be used on-screen. It is cross-linked so that you can find more relevant information on any subject from any location. You may find information by expanding and clicking topics on the tree view to the left of this page, or by clicking on the Search tab.

CallButler Online User Forums

If you are still unable to find help for a particular topic, you may try the CallButler Online User Forums. The user forum is an online community of other CallButler users who can help you answer specific questions. http://forums.callbutler.com

CallButler Technical Support

If none of the options above are able to help, you may contact CallButler Technical Support. To reach CallButler Technical Support: http://www.callbutler.com/support or Email [email protected] CallButler technical support is available only to those who have purchased a CallButler license. A standard CallButler license includes 6 months of free technical support. Extended support and maintenance contracts

mailto:[email protected]

http://www.callbutler.com/support

http://forums.callbutler.com/

may be purchased at http://www.callbutler.com.


http://www.callbutler.com/


Online Information

You can find more information about CallButler and other related products online through the following websites:

CallButler Public Website

The official CallButler website hosted by Telephony2 Corporation. Here you can find our information, purchase, and get support for CallButler. http://www.callbutler.com

CallButler User Forums

A public forum and community for users of CallButler. This forum is free and can be great resource for answering your questions and receiving support for CallButler. http://forums.callbutler.com

Telephony2 Corporation Website

The corporate website for Telephony2 Corporation, the developer and publisher of CallButler. http://www.telephony2.com


http://www.telephony2.com/

http://forums.callbutler.com/

http://www.callbutler.com/


Quick Start Guide

This Quick Start Guide is intended to help you setup and configure your CallButler telephone system in just a few minutes.

Starting CallButler

If CallButler isn't already running: 1. In Windows, click Start->All Programs->Call Butler->Manage CallButler.

2. Select and highlight an edition and press the OK button. To find out which edition suits you, please visit http://www.callbutler.com/About/Features.aspx for a side-by-side comparison of product features in each edition.

http://www.callbutler.com/About/Features.aspx

3. Fill out your Email address and contact information and press the Next > button.

4. Click anywhere on the Telephone Handset to hear a quick test call.

5. If the volume is too low, you may adjust it with the Volume Slider on the right hand side of the phone.6. When you have finished, press the Next > button.

7. Click the Start using CallButler now...

link.

Getting a Telephone Number

8. Click Get a Phone Number... on the left hand side of the screen under Common Tasks.

9.Click Get a telephone number now...

If you already have a Teliax account of Free Trial Telephone number, please see Free Trial and Existing Account Setup at the end of this document. If you do NOT already have a Teliax account or Free Trial Telephone number, read on:

10.Click Sign up for service now...

11.Select a Rate Plan and click the Next > Button.

12.Select a toll-free of local telephone number and click the Next > button.

13.Fill in your account information and click the Next > button.14.Fill in your payment information and click the Next > button.15.Click the Finish button on the bottom of the page. You should receive an Email in a few moments with instructions on how to verify and activate your new telephone number. Follow the instructions in the Email to activate the account and continue reading on when this is finished. If your account information is accepted and activated, you should be returned to the Phone Numbers screen and should see your new account listed. After a few moments, the Status column should read Registered. When the status reads Registered you should be able to call your new telephone number and hear CallButler running.

16.Wait for the Status column to read Registered.17.Call your new telephone number using any telephone or mobile phone. When you call your phone number you should hear "Powered by CallButler.com" followed by a short intro message. If you hear this message, CallButler is setup and ready to be called by outside callers. If you wish to configure and personalize CallButler further you should consult the CallButler User Manual or:

Click the View->Product Tour menu in the CallButler Manager application.



CallButler Diagram



CallButler Components

The CallButler software application is comprised of the following components:

CallButler Service

The CallButler Service is the software application that handles the entire operation of CallButler from answering and routing calls to taking voicemail and more. The CallButler Service runs hidden in the background as a Windows Service and is always on unless you turn it off yourself. The CallBulter Service automatically starts when you turn on your computer so you don't need to worry about turning it on after you reboot your computer. You can think of the CallButler Service as the server for your CallButler system and will only need to install it on one computer. See the Starting and Stopping CallButler topic for more information on starting and stopping the CallButler Service application.

CallButler Manager

The CallButler Manager is the user-interface (UI) that you use to setup and configure your CallButler Service. The CallButler Manager application can reside on the same computer as the CallButler Service or can be used to connect to a CallButler Service running on a different computer. If you close the CallButler Manager application, the CallButler Service will still continue to run in the background.

CallButler Service Manager

The CallButler Service Manager is small application that shows as an icon on your Windows Task Bar and enables you to easily stop and start the CallButler Service with a single click. This application is not required to run CallButler and is only provided as a tool to help you manage the operation of your CallButler Service. See the Starting and Stopping CallButler topic for more information on using the CallButler Service Manager application.



Extensions

Extensions represent contact points for real people (or groups of people) within your organization. Extensions allow callers to connect and speak with real people in your organization without requiring you to give out the private and/or personal telephone numbers for your employees. With extensions you can give your customers a single company-wide telephone number and allow them to reach individual people by entering an extension number. In the past, an extension was typically tied to a single phone sitting in an office, but in today's modern and highly mobile workforce most people do not sit near an office phone all day long. Also, in many cases people have more than one phone (i.e. mobile, home, office, etc.). The simple fact is that typical extensions of the past do not work well in this complex environment. Instead of tying an extension to a single phone, CallButler enables you to link an extension to multiple telephone numbers. These numbers can be tried in succession until a person answers the call and accepts it. Extension numbers can also be associated with hours of the day and week so that you aren't bothered when it's inconvenient for you. The following diagram outlines how a CallButler extension might be used:

Use Any Phone with a CallButler Extension

Perhaps the most powerful feature of a CallButler Extension is that it can be used with any telephone. Whether you are using a high-end IP based office desktop phone or a mobile phone, you'll always have access to features such as call transfers and music-on-hold right from your telephone keypad. To find out more about using extensions from a telephone, please see How to use your Extension.



Receptionist

While CallButler is perfect for automatically answering and routing calls for you, in some cases you may want to rely on a human receptionist to personally answer calls during business hours. CallButler enables you to define a single extension as a receptionist. When calls come in to your number, CallButler will ring the person at the receptionist extension and give them an opportunity to pick-up and answer the call. If the receptionist does not answer, CallButler will answer the call as normal and play your automated greeting and menu options. Remember, since the receptionist extension is a regular CallButler extension this means that your receptionist could be tried at multiple different phone numbers in difference locations. This means that your receptionist doesn't need to be in the same building or even at a desk. The following diagram shows how the receptionist extension works:

The receptionist extension will also be used as an operator whenever a caller presses 0 on their telephone keypad. For more information on setting up CallButler with a receptionist, please see the Receptionist Reference.



Call Flow

Call Flow is a visual representation of the process a person will go through when CallButler automatically answers a call. Call Flow is used when you don't want or have a receptionist to answer calls and want CallButler to do it for you. Call Flow greets your callers and gives them a choice of departments or extensions with which to be connected. You may think of Call Flow as a "virtual receptionist" sometimes called an Auto-Attendant.

Call Flow Steps

The Call Flow begins on the left with Pick up the call... and continues to the right. Following is a detailed description of each of the steps in the Call Flow:

This is where the Call Flow begins its process of answering and routing the call.

After picking up the call, CallButler will play the Welcome Greeting. This message is intended to greet your callers. An example of this might be a recording of someone saying, "Welcome to Acme Widgets."

If you have chosen to support multiple languages, this greeting will give the caller an option to continue the call in a specific language. This greeting might be a recording of someone saying, "To continue this call in English, press 1. To continue this call in Spanish, press 2." For information on supporting multiple languages, please see the Create Multilingual Voice Prompts topic.

The Main Menu Greeting is played after the Welcome Greeting and is meant to explain the various options available to the caller. This greeting might be a recording of someone saying "For Sales, press 1. For Customer Service, press 2..." For more information about adding new menu features, please see the Call Flow Reference.

Here you may define menu options that disseminate information or route callers to extensions. Adding new options will allow your callers to listen to information and/or connect to people within your organization. Please note that adding a new option doesn't mean your callers will know it exists. If you add or remove an option, make sure you update your Main Menu Greeting accordingly. Please see the Dial an Option reference for more information on menu options.

Complex Call Flows

Call Flow is designed for simple greetings and menu systems. If you would like to create more complex multi-level menu systems, please see the CallButler Expert Mode topic.



Call Personalization

Call Personalization is a powerful feature that enables you to personalize a call based upon the person who is making a call and to what number they are calling. In most cases Call Personalization can be configured based upon a caller's name, phone number and the number they are dialing (if you have more than one inbound number). Following are some examples of how Call Personalization could be used:

Route all calls from the 206 area code to a sales rep who handles that area. Automatically hang up on an unwanted caller. Send an important customer directly to the owner of the company. Automatically notify a customer that their account is past due.

If you have multiple inbound numbers, you could route callers to different customized scripts depending on the number they dial.

Use a custom script to query a customer database and ask the caller if they would like to automatically order their usual pizza.

For more information on creating Call Personalization, please see the Call Personalization Reference.



PBX

A PBX (Private Branch eXchange) is a telephone network that is internal or private to your company. With CallButler PBX, the people in your organization can place calls between themselves using Internet (IP) based telephones without having to use the public telephone network (PSTN). This has a number of advantages, not the least of which is the fact that you don't have to pay a telephone company for internal calls between employees. Another advantage is that you can share one or more public telephone numbers between your employees; eliminating the need to purchase a separate line for each employee.

IP Phones

For more information on using IP phones with the CallButler PBX, please see the following topics:

Using IP Phones and SoftPhones with CallButler Placing Internal and External Calls



Phone Numbers

With CallButler, gone are the days of waiting days or weeks for your phone company to run and install a business telephone line for your phone system. CallButler utilizes the Internet and VoIP (Voice over Internet Protocol) to answer and make telephone calls without phone lines and special hardware. In most cases you can have a new telephone number connected to CallButler within minutes! To get a public telephone number for your business using CallButler, all you need is a Windows PC, a high-speed broadband Internet connection, and service with a compatible Internet Telephone Provider.

Getting a New Telephone Number

If you do not currently have a business telephone number and would like to sign up for new service, we recommend using CallButler to sign up for new service. The process of getting a new number in CallButler is extremely easy and only takes a few minutes. To get a new telephone number in CallButler, please see the Get a Telephone Number for CallButler topic.

Using an Existing Telephone Number

It is possible to use an existing telephone number with CallButler if you prefer to keep that number. There are currently two ways to do this:

Port an Existing Number Most Internet Telephone Providers allow you to port an existing telephone number

to their service. If you choose to do this, the service for your telephone number is transferred from your current telephone company to the provider of your choice. To see if your number can be ported using CallButler Internet Telephone Service through our partner Teliax, please visit http://www.teliax.com/npacheck.php.

Forward an Existing Number

One of the easiest ways to use an existing number is to Get a Telephone Number for CallButler and have your existing number forwarded to your new number. You may need to consult your current telephone company for information and instructions on how to forward your existing telephone number.

http://www.teliax.com/npacheck.php

Using an Existing Internet Telephone Service Provider

CallButler will work with most Internet Telephone Providers who support SIP (Session Initiation Protocol). If you are unsure whether or not your provider supports applications like CallButler, contact their support department and ask them: "Can I use 3rd party SIP products with your service, like softphones?" If the answer is yes, then you will more than likely be able to use CallButler. To connect CallButler with a 3rd party Internet Telephone Provider, please see the Connect Callbutler with a VoIP Provider topic.



Expert Mode

CallButler Expert Mode is designed for advanced users who wish to create more complex voice menu systems than the Call Flow view allows. With CallButler Expert Mode you can create highly complex customized scripts that get executed instead of the Call Flow. To turn on CallButler Expert Mode:

1.Open the CallButler Manager application.

2. Click the Edit->Expert Mode menu item. When in Expert Mode, the Call Flow button will disappear and be replaced by the Script Schedule button. For more information on script scheduling, please see the Script Schedule topic.



Script Schedule

When CallButler is running in Expert Mode, the Script Schedule view allows you to specify custom scripts to execute when answering calls during certain times of the day or week. The Script Schedule view can be extremely useful in cases where you might want to greet and route your callers differently based upon the time of day or week (i.e. during work hours and after work hours). For more information on using the Script Schedule view, please see the Expert Mode and Script Schedule Reference topics.



Company Directory / Dial-By-Name

The company directory is an option for callers to search for a person's extension by keying in and searching for a person's last name. To access the company directory:

Press the pound key at any time during Welcome or Main Menu greeting.

You may choose to include or not include certain extensions in the company directory when you configure an Extension. Please see the Extensions Reference for more information on configuring an extension to be included in the company directory. Note: The company directory is only available when CallButler is NOT in Expert Mode.



Customized Scripting

CallButler is much more than a simple telephone system. At the core of CallButler is the ability to easily customize and integrate it with other applications and data using the powerful inTELiScript language. inTELiScript enables you to create highly complex and customized interactive voice response (IVR) systems with minimal effort. With CallButler and inTELiScript you could:

Create highly complex multi-level menu prompts for callers.

Integrate CallButler with your accounting system to automatically provide account balance information to customers.

Create an automated telephone based survey system integrated into a marketing database.

Create an automated telephone based scheduling system for service calls.

Create an automated telephone based reservation system for a restaurant. For more information on using and creating inTELiScript: 1. In Windows, Click Start->All Programs->CallButler->Script Editing.



CallButler Message Center

Documentation coming soon.



Get a Telephone Number for CallButler

Getting a new telephone number in CallButler can be done in just a few short minutes. If you already have an account with an Internet telephone provider, please see the Configure CallButler with another VoIP provider topic. If you would like to get a new number and sign up for phone service:


2. Click the Get a Phone Number... link in the Common Tasks pane on the left hand side of the screen.

3.Click the Get a telephone number now... link.

4. Click the Sign up for service now... link.

5. Choose a rate plan from the list. Click the Next > button.6. Choose a toll-free or local telephone number and press the Next > button.7. Enter your account and payment information and press the Finish button. You should receive notification that your account has been created, and within a few minutes you should receive an Email with information on how to activate your account. Once your account has been activated you should be able to receive calls immediately with CallButler. Note: If you already have VoIP service with another provider, you may be able to use your existing service. Please see the Connect Callbutler with a VoIP Provider topic for more information.



Use Your Extension

A CallButler extension has many features that can be accessed over any telephone.

Answering Calls

When you receive a call at your CallButler extension, you may hear "You have a call from [Name and or number]. To answer this call, press 1. To send this call to voicemail, press 2." As per the spoken instructions you may:

Answer

Answer the call and put it through to your phone.

Voicemail

Send the call to voicemail.

After You Have Answered a Call

If you press the 1 key to have the call put through to your phone you should hear "Your call is now connected." At this point you are now connected with the other caller and may carry on your conversation. During your call you may also use your keypad to use the following features:

Transfer

Transfer the call to another extension or telephone number. CallButler will then ask you to enter the extension number or telephone number.

Record

Record the conversation and have it Emailed to you. Press 5 once to start recording. Press 5 again to stop the recording. The recording will automatically be stopped if the call ends.

Help

Get help on the different options available.

Hold

Put the call on hold with hold music. Press 0 again to take the call back off of hold.

Note: These in-call features will not be available if the Hand off call transfers option is set in for an extension. For more information on this option, please see the Extension Reference.



Transfer Callers

See Using Your Extension for more information on transferring callers.



Access Your Voicemail

With CallButler you can access your voicemail from any phone, anytime, anywhere. You may also record and change your voicemail greeting.

Accessing From a Public Telephone

1. Dial your main CallButler telephone number.2. When CallButler answers, enter your extension number to be transferred to your extension.

3.Press the key at any time to enter the extension management menu. You will be prompted for your passcode.

4.Enter your extension management passcode. For more information on setting your extension management passcode, please see the Extension Reference.

5. Follow the menu prompts to listen to your voicemail and to change your settings.

Accessing From an IP Phone Connected to the CallButler PBX

1. Dial your own extension number. You will be prompted for your passcode.

2.Enter your extension management passcode. For more information on setting your extension management passcode, please see the Extension Reference

3. Follow the menu prompts to listen to your voicemail and to change your settings.



Use IP Phones and SoftPhones with CallButler

IP telephones look and act like any other telephone, but instead of using the phone company (PSTN) to place and receive calls, an IP phone uses the Internet to transmit voice between two people (in much the same way as your favorite Internet chat or instant messenger program). Since an IP phone uses your own network and/or the Internet, you don't have to pay telephone charges for calls between two IP phones. By using IP phones with the CallButler PBX you could have employees in the United States speaking with employees in China without ever paying a cent! IP Phones come in two different types:

Hardware Based Hardware based IP phones look like any other telephone, but instead of plugging the line into

a telephone jack, you plug it into your network.

SoftPhone A SoftPhone is an IP phone that runs as software on a computer. With a SoftPhone you use your computer microphone and speaker like you would the handset on a regular telephone.

For more information on using IP phones with the CallButler PBX, please see the following topics:

Placing Internal and External Calls



Setting up a Grandstream GXP2000

For more information on Grandstream phones, please visit http://www.grandstream.com.

To setup a Grandstream GXP2000 phone with CallButler:

1. Open a web browser and type in http://IPAddressOfYourPhone (i.e. http://192.168.1.104)2. Enter your Grandstream Device Configuration Password and press Login. The default password is usually admin3. Click on ACCOUNT 1 at the top of the screen.

4. Use the following settings:

Account Active Yes

Account Name You can set this to anything you want. You might name it CallButler - Company Name.

SIP Server The name or IP address of the computer running the CallButler Service. For example: sip.mycompany.com or 192.168.1.100. It may also include a port, as in 192.168.1.100:5060 for port 5060.

Outbound Proxy Same as SIP Server.

SIP User ID Your extension number. For example: 100

Authenticate ID Same as SIP User ID.

Authenticate Password The IP Phone Password defined for your extension. Please see the Extension Reference for information on how to set this password.

Name Your name. For example: John Smith

SIP Registration Yes

NAT Traversal (STUN) If you are within the same network as the CallButler Service, set this to No.

http://www.grandstream.com/

If you are not within the same network as the CallButler Service (i.e. you are separated by a firewall or router), set this to Yes.

Voice Mail UserID Your extension number. For example: 100

Send DTMF in-audio

The rest of the settings may be left at their default values. 5. Click the Update button.

6. Restart the phone.



Setting up an Aastra 480i or 480i CT

For more information on Aastra phones, please visit http://www.aastratelecom.com/cps/rde/xchg/03/hs.xsl/18230.htm.

To setup an Aastra 480i phone with CallButler:

1. Open a web browser and type in http://IPAddressOfYourPhone (i.e. http://192.168.1.104)

2.Enter your telephone username and password and press OK. The default username is usually admin. The default password is usually 22222.

3. On the left-hand side of the screen, click Global SIP under Advanced Settings.

4. Use the following settings:

Screen Name Typically your name or company name, but this can be anything you want.

Phone Number Your extension number. For example: 100

Caller ID Typically your name or company name, but this can be anything you want.

Authentication Name Your extension number. For example: 100

Password The IP Phone Password defined for your extension. Please see the Extension Reference for information on how to set this password.

Proxy Server The name or IP address of the computer running the CallButler Service. For example: sip.mycompany.com or 192.168.1.100.

Proxy Port The port of the server running CallButler. Typically this is 5060 unless otherwise specified.

Outbound Proxy Server The name or IP address of the computer running the CallButler Service. For example: sip.mycompany.com or 192.168.1.100.

Proxy Port The port of the server running CallButler. Typically this is 5060 unless otherwise specified.

Registrar Server The name or IP address of the computer running the CallButler Service. For example:

http://www.aastratelecom.com/cps/rde/xchg/03/hs.xsl/18230.htm

sip.mycompany.com or 192.168.1.100.

Registrar Port The port of the server running CallButler. Typically this is 5060 unless otherwise specified.

Registration Period Set to 120 or higher.

Basic Codecs (G.711 u-Law, G.711 a-Law, G.729)

Checked

The rest of the settings may be left at their default values.

5.Click the Save Settings button.

6. On the left-hand side of the page, click the Reset link.7. Click the Restart button.



Setting up X-Lite from CounterPath

X-Lite is a free softphone from CounterPath. It can be downloaded for free at http://www.counterpath.com.

To setup the X-Lite softphone from CounterPath with CallButler: 1. Open X-Lite and Right-Click anywhere on the phone.

2. Click the SIP Account Settings menu option.

3. Click the Add... button.4. Use the following settings:

Account Tab

Display Name Your name. For example: John Smith

User name Your extension number. For example: 100

Password The IP Phone Password defined for your extension. Please see the Extension Reference for information on how to set this password.

Authorization user name Your extension number. For example: 100.

Domain The name or IP address of the computer running the CallButler Service. For example: sip.mycompany.com or 192.168.1.100. It may also include a port, as in 192.168.1.100:5060 for port 5060.

Register with domain and receive incoming calls

Checked

Send outbound via: Select target domain

http://www.counterpath.com/

Voicemail Tab

Check for voice mail Checked

Number to dial for checking voicemail

Your extension number. For example: 100

Topology Tab

IP address If you are within the same network as the CallButler Service, set this to Use local IP address. If you are not within the same network as the CallButler Service (i.e. you are separated by a firewall or router), set this to Discover global address.

STUN server If you used Discover global address for the IP address setting above: Set this to Use specified server: and type in stun.fwdnet.net (or another STUN server of your choice).

The rest of the settings may be left at their default values.

5. Click the OK button.6. Click the Close button to save the settings and return to the main phone screen.

7. After a moment the phone should say Ready.8. Dial ***7469 and press the call button. A settings screen should now pop up.9. Find the setting called rtp:2833:enabled and double-click the line to change the setting.

10.Set the value to 0.

11.Click the OK button.12.Close the window and allow X-Lite to save the settings.



Place Internal and External Calls with IP Phones

With CallButler you can use IP phones connected to the CallButler PBX to make internal as well as external calls. Before an IP phone can be used it must be setup and registered with CallButler. Please see Using IP Phones and SoftPhones with CallButler.

Placing Internal Calls

To place an internal call from your IP phone to an extension: 1. Simply dial the extension number.

Placing External Calls

To place an external call to a public telephone number from your IP phone: 1. Simply dial the telephone number. You will hear hold music until your call is connected. Note: You may have to dial a prefix for the telephone number (i.e. 9 + the number) if a dialing prefix is defined in the PBX Dial Settings.



Create Multilingual Voice Prompts

To allow callers to choose a language and continue the call in that language when CallButler answers the phone:


2. Click the Call Flow link at the top of the screen.

3.Click the Support Multiple Languages button to toggle multi-language support. A drop-down box should appear next to the button.

4. Click the language drop-down box and select Add/Remove Languages...5. Select languages on the left and click the > button to enable that language.

6. Click the OK button when you have finished adding languages.

7. Click the Change... link in the Choose a Language Call Flow step.

8.

Define or record your new language choice greeting. You might say something like "To continue this call in English, press 1. To continue this call in Spanish, press 2." Please note that the order the languages appear in the language drop-down box is the order they will be assigned to the numbers on the telephone keypad (starting with 1).

From this point forward, you can define greetings in different languages by selecting the language from the language drop-down and editing the greeting. For more information on defining and recording new greetings please see the Greeting Control topic.



Change Your On Hold Music

CallButler can play music for your callers when they are waiting for an extension or placed on hold. This music can be any combination of MP3 or WAV files and will be played in random order. To change your hold music:


2. On the top menu bar, click the Edit->Settings menu option.

3. Click the Hold Music tab on the left side of the view.4. See the Hold Music Tab topic for more information on adding and removing hold music.



Start and Stop CallButler

By default CallButler will start running in the background when Windows boots up. CallButler will continue to run and answer calls in the background even when the CallButler Manager application is not visible.

Stopping the CallButler Service

To stop the CallButler Service and stop answering calls:

1.Right-click the CallButler Service Manager icon on the Windows Taskbar.

2. Click the Shut down CallButler menu option.

- OR - 1. In Windows, click Start->All Programs->CallButler->Stop CallButler.

Starting the CallButler Service

To start the CallButler Service and enable CallButler to answer calls:

1.Right-click the CallButler Service Manager icon on the Windows Taskbar.

2. Click the Start CallButler menu

option. - OR - 1. In Windows, click Start->All Programs->CallButler->Start CallButler.



Activate CallButler with your License Key

When you purchase CallButler you should receive a license key via Email within a few minutes. To use this license key and activate your copy of CallButler:


2. Click the Help->Enter Your License Key... menu option.3. Enter your license name and key into the boxes provided EXACTLY how they are shown in the Email.

4. Press the OK button.



Connect Callbutler with a VoIP Provider

CallButler will work with most Internet Telephone Providers who support SIP (Session Initiation Protocol). If you are unsure whether or not your provider supports applications like CallButler, contact their support department and ask them: "Can I use 3rd party SIP products with your service, like softphones?" If the answer is yes, then you will more than likely be able to use CallButler with your provider. To connect CallButler with a 3rd party VoIP provider:


2. Click the Get a Phone Number... link in the Common Tasks pane on the left hand side of the screen.

3.Click the Get a telephone number now... link.

4. Click the Configure CallButler with another VoIP provider... link.

5.Fill in your providers settings. For more information on these settings, please see Configure CallButler with another VoIP provider Reference topic.

6. Click the Finish button. You should see your new telephone provider listed in the Phone Numbers view. After a few moments, the Status column should read Registered. At this point you should be able to make and receive calls with CallButler through this provider.



Create a Distribution Group (ACD)

An Automated Call Distribution (ACD) group can be used to transfer a caller to a group of employees or agents at one time. CallButler can try all of these people at once, or in order, and will connect the caller to the first person who answers. ACD's can be very useful in call centers where you have multiple people tasked to answer incoming calls. To create an ACD:

1.Create an Extension by clicking on the Extensions tab and clicking Add a new extension...

2. Give the extension a name. You might call it Support Department.

3.Click on the Find Me... tab.

4.Click on Add a new number...

5. Next Call click the drop down box and select another Extension.6. Select an extension from the drop down box that appears beneath.

7. Add more extensions to the list by clicking the Add a new number... button and repeat the instructions above. When a caller tries this extension, CallButler will ring all of the people at the extensions listed in the order they appear. If you would like all of the people to be called at once and connect the caller to the first person who answers, check the Call Blast - Call all numbers at once option.



Reference

Enter topic text here.



Extensions

Actions

Add a new extension... Add a new CallButler extension. Note that some editions of CallButler may limit the number of extensions you can create.

Play Voicemail... Play voicemail for the selected extension.

Edit... Edit the selected extension.

Delete Delete the selected extension.



General Settings Tab

Actions

Import a contact from Outlook...

If Microsoft Outlook is installed, you may import a telephone number from a contact.

Settings

Extension Number The unique number assigned to this extension. Extension numbers can be 100 or greater.

First Name The first name of the person at this extension.

Last Name The last name of the person at this extension. The last name will be used when finding a person at an extension using the company directory.

Let callers search for this extension

Select this if you want callers to be able to search for this extension by last name by using the company directory. You may turn this off if you want to hide certain extension from callers.

Announce (screen) callers before transferring

If this is checked, CallButler will announce the name of an incoming caller and give the extension owner the option to answer the call or send it to

voicemail.

Allow outbound calls to other telephones

If this is checked, CallButler will allow the person at this extension to place outbound calls to public telephone numbers.

Hand off call transfers Select this if you want CallButler to hand off call transfers to your Internet telephone provider. When this is selected, CallButler will send a command to your VoIP provider to tell it to transfer the call to the number you answer at your extension. After the call is transferred, CallButler will no longer be a part of the call. When this is not selected, CallButler will keep a connection open between the caller and the callee during the duration of the call. There are specific pro's and con's between these two options:

Pro Con

Turned on (Checked)

Does not take up network bandwidth and CPU cycles after the call is transferred.

Not supported by all VoIP providers.

You will be unable to use any in-call extension features.

Turned off (Unchecked)

Is supported by all VoIP providers.

You can use all of the in-call extension features.

Takes up network bandwidth and CPU cycles for two calls during the duration of the call.

It is recommended that you keep this setting turned off (unchecked) unless you are running on a slower computer or Internet connection. If you experience poor call quality when many callers are on at once, you may try turning this feature on (if your VoIP provider supports it).



Find Me... Tab

The Find Me... Tab allows you to define multiple telephone numbers to try and reach a person at an extension. For more information on how this works, please see the Extensions topic.

Actions

These arrow buttons allow you to move the selected contact number up and down in the order.

All Select all hours.

None Select no hours.

Inverse Select the opposite of the hours already selected.

Done Collapse the edit panel for the current contact number.

Delete Delete the current contact number.

Add a new number... Add a new contact number.

Settings

Call a Telephone Number Select this and enter telephone number you want to try and reach. It is recommended that you specify the whole telephone number (including the country code) and don't use any punctuation. Example: 12065551234 You may also specify an IP address or SIP URI of a SIP based IP telephone. Example: 192.168.1.105 or [email protected]. For Skype Users: You may also specify a Skype Name here.

Call my IP Phone Select this if you would like CallButler to try you at an IP phone that has been registered with the CallButler PBX instead of a telephone number. This setting can be useful in cases where you don't want to be charged VoIP fees for making calls to the public telephone network and instead want to make a direct Internet call to an IP based telephone or softphone. Please see the PBX topic for more information on how this works.

Call another Extension Select this if you want CallButler to try another person at another extension. This can be useful in cases where you want to specify a person as a backup to an extension. Another use for this is in creating Automated Call Distribution (ACD) groups.

Try this number for X second(s)

This is the time in seconds that CallButler will try the person at this telephone number. If the call is not answered within this amount of time, CallButler will move on to the next number in the list. The recommended value for this timeout is anywhere between 15 and 25 seconds. In general you should try to set this to a value that will give you enough time to answer, but short enough before the voicemail system picks up the call at the given telephone number.

Limit to certain hours of the day/week

Check this if you want CallButler to skip this number if it doesn't fall within certain hours of the day and week. This setting can be useful when you don't want to be bothered during late hours or weekends. You can use your mouse to select individual hours or click-and-drag to select many hours at once. Hours that are highlighted in blue will allow calls at this number. Any hours outside of this will cause this number to be skipped.

Time Zone Select a time zone for the schedule.

Call Blast Checking this will cause all of the numbers to be called at once instead of in succession. The first phone number to pick up the call will be the one to take the call. In this case, the Try this number for X second(s) setting will be ignored.



Voicemail Greeting Tab

The voicemail greeting tab allows you to define a voicemail greeting for this extension. An example of a voicemail greeting might be: "I am unavailable to take your call at the moment, but if you'll leave your name and number, I'll be happy to get back to you as soon as possible." For information on how to use the Voicemail Greeting Tab, please see the Greeting Control topic.



Email Settings Tab

CallButler can send you an Email when a new voicemail arrives at your extension. Use these settings to tell CallButler how and where to send your Emails.

Actions

Send a test email... Click this to make sure your Email settings are correct by sending a test Email to your Email address.

Settings

Send an Email when a new voicemail arrives

If this is checked, CallButler will send you an Email every time a new voicemail arrives.

Email Address Your Email address. You may send Emails to multiple addresses by separating them with a comma ",". Example: [email protected], [email protected].

Attach a copy of the voicemail to the Email

If this is checked, CallButler will attach a .WAV sound file to the Email with an actual copy of the voicemail.



Security Settings Tab

Settings

Allow remote management of this extension

If this is checked, the user of this extension can manage the extension remotely from their computer using the CallButler Message Center.

Extension Management Passcode

This is the passcode you will need to enter when managing this extension either through the phone (see Access Your Voicemail) or with the CallButler Message Center. This passcode may only consist of digits.

IP Phone Password This is the password that will be used to authenticate an IP phone connected to this extension. See Use IP Phones and SoftPhones with CallButler for more information.



Receptionist

Settings

Allow receptionist/operator to answer call first

If this is checked, CallButler will ring the extension selected as the receptionist any time a new call arrives. If the the receptionist does not answer, CallButler will automatically answer the call using the Call Flow.

Is Receptionist Select an extension and check this box to make the selected extension act as the receptionist/operator.

For more information on the CallButler receptionist feature, please see the Receptionist topic.



Call Flow

Actions

Orientation Change the Call Flow process diagram to be displayed either horizontally or vertically.

Save Image Save an image of the Call Flow to the disk.

Settings

Support Multiple Languages Click this to enable the ability to support multiple languages in your Call Flow greetings. Please see Creating Multilingual Voice Prompts for more information on creating a multilingual menu system.

For more information on how to use the Call Flow, please see the Call Flow topic.




Settings

Answer incoming calls after X second(s)

The number of seconds CallButler will wait until automatically answering a call.

Wait X seconds before playing the Welcome Greeting

The number of seconds CallButler will wait to play the Welcome Greeting. It is recommended that this value be set to 1 second or higher to give your VoIP provider a chance to create the audio connection. Setting this to zero may "chop" the beginning of your Welcome Greeting from being heard.



Welcome Greeting Settings

Here you may record and define the Welcome Greeting for your callers. Please see the Call Flow topic for more information on this greeting. See the Greeting Control topic for more information on how to record and define your greeting.

Actions

Change... Click this to define or modify this greeting.



Choose a Language Greeting

Here you may record and define the Choose a Language Greeting for your callers. Please see the Call Flow topic for more information on this greeting. See the Greeting Control topic for more information on how to record and define your greeting.

Actions




Main Menu Greeting

Here you may record and define the Main Menu Greeting for your callers. Please see the Call Flow topic for more information on this greeting. See the Greeting Control topic for more information on how to record and define your greeting.

Actions




Dial an Option

Here you may define and modify options available to your callers. Please see the Call Flow topic for more information on menu options.

Actions

Add a new option... Click this to add a new menu option for your callers.




Settings

Department Name The name of this department / menu option. This setting is for your reference only and will not have an effect on what your callers hear.

Play a message Select this option to play a message/greeting when a caller presses this option. See the Message Settings Tab for information on configuring this option.

Transfer the call to an extension

Select this option to transfer a caller to an extension when they press this option. See the Extension Settings Tab for information on configuring this option.

Transfer the call to a Telephone Number

Select this option to transfer the caller to an arbitrary telephone number when they press this option. See the Number Settings Tab for information on configuring this option.

Run a custom script Select this option to run a custom developed script when caller selects this option. See the Script Settings Tab for information on configuring this option. For more information on customized scripting, please see the Customized Scripting topic.



Message Settings Tab

Here you may record and define the message for your callers at this given option. See the Greeting Control topic for more information on how to record and define your message.



Extension Settings Tab

Here you may choose the extension for which to transfer the caller to when they choose this menu option. Simply select an extension from the list of available extensions. You may also choose to add or edit an existing extension as well.



Number Settings Tab

Actions



Settings

Telephone Number The telephone number you to which you want to transfer the call. It is recommended that you specify the whole telephone number (including the country code) and don't use any punctuation. Example: 12065551234 You may also specify an IP address or SIP URI of a SIP based IP telephone. Example: 192.168.1.105 or [email protected]. For VoIP Users: This call transfer may not be supported with all VoIP providers. For Skype Users: You may also specify a Skype Name here.



Script Settings Tab

For more information on customized scripting, please see the Customized Scripting topic.

Actions

Browse... Click this to find a script file on the local hard drive.

Settings

Script File Path A valid path to a CallButler inTeliScript file on the disk. Note: If you are managing a CallButler Service on a another computer, this must be a valid path to a script file on that server and not the local computer.



Script Schedule

The script schedule view only appears when CallButler is in Expert Mode.

Note: If multiple script schedules are defined and their hours overlap, schedules higher on the list will take priority of schedules lower on the list.

Actions

Add a new script schedule... Add a new script schedule.

Edit... Edit the selected script schedule.

Delete Delete the selected script schedule.




Actions

Browse... Click this to find a script file on the local hard drive.

Settings

Schedule Name/Description A name or description for this script schedule. This setting is for you reference only and has no effect on the operation of this script schedule.

Script File Path A valid path to a CallButler inTeliScript file on the disk. Note: If you are managing a CallButler Service on a another computer, this must be a valid path to a script file on that server and not the local computer.

Enable this script schedule Enables or disables the script schedule.



Hours of Operation Tab

Actions

Select All Select all hours.

Select None Select no hours.

Select Inverse Select the opposite of the hours already selected.

Settings

Only run this script during the following hours

Check this if you want to only run this script during certain hours of the day or week. You can use your mouse to select individual hours or click-and-drag to select many hours at once. Hours that are highlighted in blue will execute this script.

Time Zone Select a time zone for the schedule.



Call Personalization

Actions

Add Call Personalization Add a new call personalization setting.

Edit... Edit the selected call personalization.

Delete Delete the selected call personalization.



Caller Identification Tab

Actions



Settings

Caller ID/Name If you specify a Caller ID / Name, CallButler will look for the name of the caller when matching this Call Personalization. See Wildcard and Regex Matching below for more information on partial matching.

Caller Telephone Number If you specify a Caller Telephone Number, CallButler will look at the telephone number of the person calling when matching this Call Personalization. It is recommended that you don't use any punctuation. Example: 12065551234 For Skype Users: You may also specify a Skype Name here. See Wildcard and Regex Matching below for more information on partial matching.

Dialed Telephone Number If you specify a Caller Telephone Number, CallButler will look at the telephone number the caller dialed to reach you. This setting can be used to support multiple phone numbers with separate answering systems and features. It is recommended that you don't use any punctuation. Example: 12065551234 For Skype Users: You may also specify a Skype Name here. See Wildcard and Regex Matching below for more information on partial matching.

Use regular expressions for matching

If this checked, CallButler will use regular expressions for matching the values for any of the settings above. If this is not checked, CallButler will use exact or wildcard matching to match the values for any of the settings above.

Use one time only If this is checked, CallButler will use this Call Personalization for the first call that matches the settings and for that time only.

Notes Use this space to write any comments on this Call Personalization for your reference. This setting does not affect the call in any way.

Wildcard and Regex Matching

Wildcard Matching Wildcard matching is the default mechanism for which CallButler will attempt to match an incoming call to a Call Personalization. With wildcard matching you may simply enter a value exactly how you wish it to be matched, or to insert the * character in areas where you want CallButler to ignore numbers or characters. Examples: 12065551234 - will match the number 12065551234 exactly as it is entered.1206* - will match all numbers that begin with 1206.*206* - will match all numbers that have 206 anywhere within the number. Regular Expressions Matching Regular expressions matching enables highly complex matching and is meant for advanced users. If you would like to use regular expressions, make sure the Use regular expressions for matching setting is turned on. For more information on how to use regular expressions, you may visit http://www.regular-expressions.info/.A good program for creating and testing regular expressions can be found here http://www.ultrapico.com/Expresso.htm.


http://www.ultrapico.com/Expresso.htm

http://www.regular-expressions.info/


Personalized Message Tab

Here you may record and define the message you with to play for callers who match the Call Personalization settings. You may choose not to define a message, in which case the call will continue on with the settings defined in the Personalization Settings Tab. See the Greeting Control topic for more information on how to record and define your message.



Personalization Settings Tab

Settings

Continue with the call as normal

Check this if you want the call to continue as any other normal call after the Personalized Message is played.

Transfer the call to an extension

Check this if you want the call to be directly transferred to an extension after the Personalized Message is played.

Hang up the call Check this if you want to hang up the call after the Personalized Message is played.

Run a custom script Check this if you want CallButler to execute a custom script after the Personalized Message is played.



Test Drive

Actions

Pick up the receiver Click the receiver/handset to begin a test call. Click the receiver again to end the call.

Number pad Use the number pad as keys like any other telephone.

Settings

Volume

The volume slider (shown left) can be used to increase or decrease the volume of the call. Move it up for higher volume and down for lower volume.

From Caller ID You can use this to change the caller ID of the test call. This setting can be used to test Call Personalization.

From Caller Telephone Number

You can use this to change the caller telephone number for the test call. This setting can be used to test Call Personalization.



Status Tab

The status tab is designed to show you the status of IP phones connected to CallButler. If an extension reads Online it means that an IP phone is connected to the corresponding connection and that calls may be received on it if it is defined as a contact number in the Find Me... Tab of the extension.




Settings

Require IP phones to register every X seconds.

This setting determines how long CallButler will expect to wait to hear from an IP phone before it considers it offline. In most cases this should be set to 30 seconds or so when phones are connected across firewalls or routers. If all of the IP phones are internal to the same network, then you may set this to a higher amount, like 1800 or 3600 seconds.



Dial Settings Tab

Settings

All outbound numbers must be prefixed with

This setting requires that when an extension dials an outbound number that it prefixes the number with the value set here. For example if this value were set to 9 and I wanted to call 1-206-555-1234, I would need to dial 9 1-206-555-1234 for the call to be properly placed.



Security Settings Tab

Settings

SIP registration domain This setting requires that IP phones connecting to the CallButler PBX use the value specified here for their proxy server or domain/realm when they register. If the IP phones connecting to CallButler are all within the same firewall, in most cases you may leave this blank. If IP phones are connecting from remote locations through a firewall and the computer running CallButler has an Internet domain name, like sip.mycompany.com, you should use this to specify that only phones connecting to sip.mycompany.com will be allowed to connect.



Phone Numbers

Actions

Get a telephone number... Adds a new Internet telephone provider number/account to CallButler.

Edit... Edits an existing Internet telephone provider number/account.

Delete Deletes an existing Internet telephone provider number/account.

Settings

Default Sets the selected Internet telephone provider number/account as the default. The default account will be used for all outbound calls unless otherwise specified.



Get a telephone number now...

Please see the Get a Telephone Number for CallButler topic for more information.




Settings

Provider Name A name for the Internet telephone provider. This is for your reference only and will have no bearing on the operation of CallButler with this provider.

Display Name (Caller ID) This setting will determine how outbound calls from CallButler show up on the telephone of the person being called. Please note that some Internet telephone providers ignore this value and will use their own. You may need to contact your provider to change this setting.

Telephone Number or Username

This is the telephone number, username, or account number assigned to your by your Internet telephone provider. Different providers will use different settings for this value. If you do not know what to use for this setting, contact support for your provider and ask them for your SIP User ID.

Enable this Provider Use this to enable or disable this provider. If this is unchecked you most likely will not be able to receive calls from this provider.



Authorization Tab

Settings

Authorization Username This is the username assigned to you by your Internet telephone provider. In most cases this is the same value you used for the Telephone Number or Username in the General Settings Tab

Authorization Password This is the password assigned to you by your Internet telephone provider. Please note that in some cases that this may be different than the password you use to log-in to your providers website to manage your account. If you are unsure of what to use for this setting, Email your provider and ask them for your SIP Authorization Password.



Network Settings

Settings

Provider Domain / Realm The name or domain for your Internet telephone provider. In many cases this is the same as the SIP Proxy Server.

SIP Proxy Server The SIP proxy server for your Internet telephone provider. This information should be given to you by your provider.

SIP Registrar Server The SIP registrar server for your Internet telephone provider. In many cases this is the same as the SIP Proxy Server.

Enable SIP Registration Check this to enable SIP registrations with this provider. In most cases if this is not checked, you will be unable to receive calls from your Internet telephone provider.



Test Connection Tab

Actions

Begin Connection Test... Press this to make a test connection to your Internet telephone provider to determine if your settings are correct.



Security Tab

Settings

Management Password / Confirm Password

If a password is specified here, it will be required before anyone can manage this instance of CallButler.

Allow management from other computers

Check this if you would like to be able to manage this instance of CallButler from another computer. If this is not checked, you can only manage CallButler from the same computer on which the CallButler Service is installed.



Email Tab

Actions

Send a test email... Send a test Email message to determine if your settings are correct.

Settings

From Email Address The Email address from which Emails sent from CallButler will appear to be from.

SMTP Server Name The name or IP address of your SMTP mail server.

SMTP Port The port number for your SMTP mail server. In most cases this port is 25.

Server requires SSL Check this if your SMTP server requires a secure SSL connection.

SMTP Username If your SMTP server requires a username, you may specify it here.

SMTP Password If your SMTP server requires a password, you may specify it here.



Hold Music Tab

Actions

Add Music... Click this to add an MP3 or WAV file to your hold music library.

Remove Selected Remove the selected hold music file from your library.



Speech Tab

Settings

Default Voice This is the default text-to-speech voice CallButler will use when speaking text.



Audio Tab

Settings

Sound Volume This is the volume that will be used when playing recorded greetings, sounds and hold music. Setting this value to high may result in distorted and poor sound quality, so you may need to experiment with this value to get it right.

Record Volume This is the volume that will be used when recording sounds like voicemail.

Speech Volume This is the volume that will be used when speaking text using text-to-speech. Setting this value to high may result in distorted and poor sound quality, so you may need to experiment with this value to get it right.



Codecs Tab

Actions

Move Up Move an audio codec up in priority.

Move Down Move an audio codec down in priority.

Settings

Codec List Check or uncheck codecs to enable or disable them.



Network Tab

Settings

SIP Port This is the port CallButler will use for sending and receiving SIP messages. In most cases this should be set to 5060, but can be changed to avoid port conflicts on your computer.

Use Internal IP Address for SIP Messages

Check this if you want to use your computer IP address for all SIP messages. Some Internet telephone providers require that this be turned off.

Use STUN Check this to use the STUN protocol to help CallButler work with your Internet telephone provider when it is behind a NAT router or firewall.

STUN Server Here you may set a specific STUN server if the Use STUN setting is turned on. Note that if this is left blank, CallButler will find its own STUN server.

Concurrent Line Count This is the maximum number of concurrent calls (or lines) CallButler can handle at any one given time. On slower computers or Internet connections this should be set to a lower number to prevent call quality issues when many calls are being placed at once.

If lines are busy, forward calls to

If all of the lines are in use, CallButler will forward any additional callers to the server specified here. This setting may be the name or IP address of a server or a SIP URI. Please note that this setting simply tells the calling system that it should try to reach the server located at the value specified here. This does not guarantee that the caller will be sent to the server specified here. The caller's system must support forwarding, and must retry the call at the new server on its own.



Software Updates Tab

Settings

Notify me when new updates are available

Check this to be notified in the CallButler Manager when new software updates are available.



Logging

Settings

Log Storage Location The location in which CallButler will store its log files. Do not store logsCallButler will not store and keep a log file. Windows Event LogCallButler will store its logging information in the Windows Event log. To open the Windows Event Log:

1. In Windows, click Start->Control Panel.

2.Double click the Administrative Tools icon.

3. Double click the Event Viewer icon.

4.Click CallButler Log

Store logs in text filesCallbutler will store logging information on the disk. Log files can usually be found at C:\Program Files\CallButler\Service

Logging Level Determines how much information will be kept in log files. Errors OnlyThe log files will only contain errors that occur within CallButler. Basic InformationIncludes errors and basic information like when a call connects and disconnects. Detailed InformationIncludes basic information as well as detailed information like the events that happened during a call.

Automatically report and send server errors to Telephony2

If this is checked, CallButler will automatically send reports of server errors to Telephony2. This information is highly important to maintaining and improving the product quality of CallButler and we recommend that you keep this checked.

Send me an Email when Check this if you want CallButler to notify you via Email that an error

errors occur has occurred.

Email address The Email address for which you want to send error notification Emails. You may send Emails to multiple addresses by separating them with a comma ",". Example: [email protected], [email protected].


mailto:[email protected].


Greeting Control

The greeting control enables you to define sounds for greetings in CallButler. Greetings can be one of two types: Sound Greeting - This is a recording of a human voice or another sound. Text to Speech Greeting - This is text that you type in and is spoken by a computer voice. For more information on computer voices, please visit http://www.callbutler.com/Voices.aspx.

Actions - Sound Greeting

Open Open a pre-recorded .WAV or .MP3 file from the hard disk.

Record Press to begin recording through the current system microphone.

http://www.callbutler.com/Voices.aspx

Press again to stop recording.

Play Play the currently loaded sound.

Settings - Sound Greeting

Mic Vol[ume] Adjust the input sensitivity of the microphone. Lower values may cause the greeting to be inaudible. Higher values may cause the greeting to sound distorted. You may need to adjust the microphone volume to get the greeting level just right.

Script Space Use this space to script out what you want to say. This area is for your reference only and has no affect on the recording or operation of the greeting.

Actions - Text to Speech Greeting

Suggest text... Click this to see suggested text for this greeting.

Speak Click this to hear the text spoken.

Get text-to-speech voices here...

Click this to demo and purchase additional text-to-speech voices.

Settings - Text to Speech Greeting

Voice Choose the text-to-speech voice for which you would like this text spoken.

Speech Text Type in the text you want spoken here. This text may contain SAPI XML tags which define how specific parts of the text will be spoken. For more information on SAPI XML tags, please visit http://msdn2.microsoft.com/en-us/library/ms717077.aspx. This text may also contain CallButler text constants.


http://msdn2.microsoft.com/en-us/library/ms717077.aspx


Text Constants

Text constants can be used to speak dynamic data when using a text to speech greeting. If you type this text into a text to speech greeting CallButler will replace the text with the values listed below:

Constant Description

@ApplicationDirectory@ The directory path to the application executing the inTeliScript.

@CallerDisplayName@ The display name of the caller. This is usually considered the Caller ID of the caller.

@CallerHost@ The host of the caller. In the case of SIP VoIP, this is the name of the computer or server where the call is being made from.

@CallerUsername@ The username or telephone number of the caller.

@DayName@ The name of the current day. Example - Monday, Tuesday, Wednesday, etc.

@DayNumber@ The current number for the day of the month.

@DialedHost@ The hostname of the number that was dialed to reach CallButler.

@DialedUsername@ The username or telephone number that was dialed to reach CallButler.

@FileTime@ The current date and time expressed in a single number.

@GUID@ A globally unique identifier.

@Hour@ A number for the current hour.

@LongDate@ The current date in a long format string. Example - Wednesday, May 16, 2001. Note that the format for this is dependant on your system language and culture.

@LongTime@ The current time in a long format string. Example - 3:02:15 AM. Note that the format for this is dependant on your system language and culture.

@Minute@ The current minute.

@MonthName@ The name of the current month.

@MonthNumber@ The number of the current month.

@ScriptFileDirectory@ A path to the directory in which the current call script resides.

@ScriptFilePath@ A full path to the location of the current call script.

@Second@ The current second.

@ShortDate@ The current date in a short format string. Example - 3/8/2006. Note that the format for this is dependant on your system language and culture.

@ShortTime@ The current time in a short format string. Example - 2:55 PM. Note that the

format for this is dependant on your system language and culture.

@TempDirectory@ A path to the system temp directory.



Customizing Standard Voice Prompts

CallButler includes a number of standard pre-recorded voice prompts which are played at various times throughout a call. These included voice prompts are suitable for most applications, but in some cases you may wish to customize them in order to support additional languages or to standardize on a particular voice talent.

Prompt Sound Storage

All standard voice prompts are stored on the CallButler server computer in the following directory: [CallButler Installation Directory]\Service\Sounds\System\[Language ID] Where: [CallButler Installation Directory] is the directory to which CallButler was installed. This is typically c:\Program Files\Works Out Software, Inc.\CallButler. [Language ID] is the language code for the prompt sounds. This language code should be valid IETF Language Code. A list of supported language tags can be found in the Supported IETF Language Codes topic.

Sound File Formats

Each sound prompt is saved as a file with a .snd extension. These .snd files are actually WAV format files recorded at 8kHz 16bit Mono PCM.

Listening to a Prompt

Prompts can be played by any application capable of playing WAV files. You may need to change the file extension from .snd to .wav to open the file in some applications.

Recording a New Prompt

To record a new prompt, simply use any application capable of recording a WAV formatted file. For optimal sound quality it is recommended that you record your prompts with at least 8000kHz 16bit Mono.

Changing Existing Prompts

Once you have recorded a new prompt in the proper sound format you can change it by simply overwriting the existing prompt in the proper directory. It is recommended that you make a backup of the existing prompts in case you wish to revert back to them at any time.

Creating Prompts in a New Language

At the moment CallButler ships only with English prompts. However you may add additional prompts for different languages by creating a new folder in the [CallButler Installation Directory]\Service\Sounds\System\ folder and adding newly recorded prompts. The new folder name must be named after a supported IETF Language Code. A listing of the standard voice prompts included with CallButler can be found in the Supported IETF Language Codes topic.



Voice Prompts Reference

Following is a list of the Standard CallButler Voice Prompts:

Filename Script Description

Are you looking for.snd "Thanks! Are you looking for..." Played after a search for a person in the company directory right before the name is spoken.

Bad passcode.snd "Hmmm. This passcode appears to be invalid. Let's try again."

Played after an invalid passcode is entered when a person tries to access their voicemail.

Beep.snd Not Applicable Played right before a voicemail is recorded to notify the user that the recording has begun.

Call from.snd "You have a call from..." Played when find me/follow me connects and tells the callee who is trying to reach them.

Confirm new greeting.snd "Great. If you like this greeting and want to save it, press 1. If you don't like this greeting and would like to record a new one, press 2. Or to cancel and return to the main menu, press star."

Played after a person records a new voicemail greeting.

Continue this call.snd "If you'd like to continue this call, please press 1."

Played if no response is heard from the caller after a certain amount of time.

End of messages.snd "You don't appear to have any more messages. I'll return you to the voicemail main menu."

Played after a user listens to all of their voicemail messages.

Enter passcode.snd "Welcome! Please enter your passcode."

Played when a user chooses to access a voicemail box.

Extension management main menu.snd

"To listen to your voicemail, press 1. To change your settings, press 2."

Played when a user first accesses their voicemail box.

Extension management options menu.snd

"Okay! If you'd like to change your voicemail greeting, press 1. To return to the voicemail main menu, press star."

Played when a user to chooses to change their voicemail settings.

Find extension.snd "Okay! Please wait a moment while I try to find this person. If at any time you'd like to leave a message, you can do so by pressing one."

Played after a caller enters an extension and the extension is being tried.

First three letters.snd "Okay! To find a person in the company directory, please key in the first three letters of the last name for the person you are trying to reach."

Played after a caller chooses to find an extension in the company directory.

Goodbye.snd "Thank you. Goodbye!" Played right before a call is ended.

Message deleted.snd "Okay. I've deleted that message for you."

Played after a voicemail message has been deleted.

Message saved.snd "Okay. I've saved that message for you."

Played after a voicemail message has been saved.

Multiple Reminder Options.snd

"To repeat this reminder, press 1. To repeat this reminder,

Played after a schedule reminder is played and when there are more to be played.

press 2."

Name not found.snd "Hmmm. I'm sorry, but I can't seem to find a person with that name."

Played after an invalid entry is keyed in the company directory search.

New voicemails.snd "...new voicemails." Played after the number of new voicemails is spoken, as in "You have 10 new voicemails."

Not understood.snd "Hmmm. I'm sorry. I don't understand your request. Let's try again."

Played after an invalid key is entered during a menu prompt.

Number cannot be reached.snd

"I'm sorry, but there appears to be a problem in reaching this number."

Played if there is a problem connecting to an extension.

One moment.snd "Okay. Give me a moment to work on that for you."

Played in some cases where an operation may take some time.

Press 1 for yes.snd "To answer yes, please press 1."

Played when the answer to a question is yes or no.

Press 2 for no.snd "To answer no, please press 2." Played when the answer to a question is yes or no.

Press star.snd "...press star." Played in cases where the star key will return to a menu.

Record new greeting.snd "Okay. You can begin recording your greeting after the tone. When you have finished your recording, please press the pound key."

Played when a user chooses to record a new voicemail greeting.

Return to the main menu.snd

"To return to the main menu..." Played when the user has an option to return to the main menu.

Schedule reminder intro.snd

"Hello. I'm calling to remind you of an upcoming appointment."

Played when a user is called to be reminded of an upcoming appointment.

Single Reminder Option.snd

"To repeat this reminder, press 1."

Played after a schedule reminder is played.

Transfer options.snd "If you'd like me to transfer this caller to you, press 1. Otherwise press 2 and I'll transfer them to your voicemail."

Played after a user is called to be connected to a caller with find me/follow me.

VM end menu.snd "Thanks! If you'd like to review your message, press 1. If you'd like me to delete this message and record a new one, press 2."

Played after a caller leaves a voicemail and presses the pound key for more options.

VM start menu.snd "After you hear the tone, you can begin your recording. When you are finished, either hang up or press the pound key for more options."

Played just before a caller leaves a voicemail message.

Voicemail save options.snd

"To repeat this message, press 1. If you'd like me to save this message, press 2. To delete it, press 3."

Played after a user listens to a new voicemail message.

You have.snd "You have..." Played right before a user is told how many voicemail messages they have, as in "You have 10 new voicemails."


Supported IETF Language Codes

Enter topic text here.

Language Name Language Code

Bulgarian (Bulgaria) bg-BG

Catalan (Catalan) ca-ES

Czech (Czech Republic) cs-CZ

Danish (Denmark) da-DK

German (Germany) de-DE

Greek (Greece) el-GR

English (United States) en-US

Finnish (Finland) fi-FI

French (France) fr-FR

Hungarian (Hungary) hu-HU

Icelandic (Iceland) is-IS

Italian (Italy) it-IT

Dutch (Netherlands) nl-NL

Norwegian, Bokmål (Norway) nb-NO

Polish (Poland) pl-PL

Portuguese (Brazil) pt-BR

Romanian (Romania) ro-RO

Russian (Russia) ru-RU

Croatian (Croatia) hr-HR

Slovak (Slovakia) sk-SK

Albanian (Albania) sq-AL

Swedish (Sweden) sv-SE

Turkish (Turkey) tr-TR

Indonesian (Indonesia) id-ID

Ukrainian (Ukraine) uk-UA

Belarusian (Belarus) be-BY

Slovenian (Slovenia) sl-SI

Estonian (Estonia) et-EE

Latvian (Latvia) lv-LV

Lithuanian (Lithuania) lt-LT

Azeri (Latin, Azerbaijan) az-Latn-AZ

Basque (Basque) eu-ES

Macedonian (Former Yugoslav Republic of mk-MK

Macedonia)

Afrikaans (South Africa) af-ZA

Faroese (Faroe Islands) fo-FO

Malay (Malaysia) ms-MY

Kazakh (Kazakhstan) kk-KZ

Kyrgyz (Kyrgyzstan) ky-KG

Kiswahili (Kenya) sw-KE

Uzbek (Latin, Uzbekistan) uz-Latn-UZ

Tatar (Russia) tt-RU

Mongolian (Cyrillic, Mongolia) mn-MN

Galician (Galician) gl-ES

German (Switzerland) de-CH

English (United Kingdom) en-GB

Spanish (Mexico) es-MX

French (Belgium) fr-BE

Italian (Switzerland) it-CH

Dutch (Belgium) nl-BE

Norwegian, Nynorsk (Norway) nn-NO

Portuguese (Portugal) pt-PT

Serbian (Latin, Serbia and Montenegro) sr-Latn-SP

Swedish (Finland) sv-FI

Azeri (Cyrillic, Azerbaijan) az-Cyrl-AZ

Malay (Brunei Darussalam) ms-BN

Uzbek (Cyrillic, Uzbekistan) uz-Cyrl-UZ

German (Austria) de-AT

English (Australia) en-AU

Spanish (Spain) es-ES

French (Canada) fr-CA

Serbian (Cyrillic, Serbia and Montenegro) sr-Cyrl-SP

German (Luxembourg) de-LU

English (Canada) en-CA

Spanish (Guatemala) es-GT

French (Switzerland) fr-CH

German (Liechtenstein) de-LI

English (New Zealand) en-NZ

Spanish (Costa Rica) es-CR

French (Luxembourg) fr-LU

English (Ireland) en-IE

Spanish (Panama) es-PA

French (Principality of Monaco) fr-MC

English (South Africa) en-ZA

Spanish (Dominican Republic) es-DO

English (Jamaica) en-JM

Spanish (Venezuela) es-VE

English (Caribbean) en-029

Spanish (Colombia) es-CO

English (Belize) en-BZ

Spanish (Peru) es-PE

English (Trinidad and Tobago) en-TT

Spanish (Argentina) es-AR

English (Zimbabwe) en-ZW

Spanish (Ecuador) es-EC

English (Republic of the Philippines) en-PH

Spanish (Chile) es-CL

Spanish (Uruguay) es-UY

Spanish (Paraguay) es-PY

Spanish (Bolivia) es-BO

Spanish (El Salvador) es-SV

Spanish (Honduras) es-HN

Spanish (Nicaragua) es-NI

Spanish (Puerto Rico) es-PR

Sami (Southern) (Norway) sma-NO

Serbian (Cyrillic) (Bosnia and Herzegovina) sr-Cyrl-BA

Zulu (South Africa) zu-ZA

Xhosa (South Africa) xh-ZA

Tswana (South Africa) tn-ZA

Sami (Northern) (Sweden) se-SE

Sami (Southern) (Sweden) sma-SE

Croatian (Bosnia and Herzegovina) hr-BA

Sami (Inari) (Finland) smn-FI

Quechua (Peru) quz-PE

Sami (Northern) (Finland) se-FI

Sami (Skolt) (Finland) sms-FI

Welsh (United Kingdom) cy-GB

Bosnian (Bosnia and Herzegovina) bs-Latn-BA

Sami (Lule) (Norway) smj-NO

Maori (New Zealand) mi-NZ

Quechua (Ecuador) quz-EC

Serbian (Latin) (Bosnia and Herzegovina) sr-Latn-BA

Sami (Lule) (Sweden) smj-SE

Northern Sotho (South Africa) ns-ZA

Quechua (Bolivia) quz-BO

Sami (Northern) (Norway) se-NO

Maltese (Malta) mt-MT



Glossary

Auto Attendant An automated attendant (also auto attendant or auto-attendant, or sometimes autoattendant or AA) system allows callers to be automatically transferred to a user's extension without the intervention of a receptionist.

IP Phone An IP Phone looks identical to a regular telephone but instead of connecting to the normal phone line jack on the wall, they connect into a router or wall jack using an RJ-45 Ethernet connector, this then becomes a fully operational phone with all software onboard, provided by the switch or system.

IVR Interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices.

PBX A Private Branch eXchange (PBX) is a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for many businesses or for the general public

PSTN The public switched telephone network (PSTN) is the network of the world's public circuit-switched telephone networks, in much the same way that the Internet is the network of the world's public IP-based packet-switched networks. Originally a network of fixed-line analog telephone systems, the PSTN is now almost entirely digital, and now includes mobile as well as fixed telephones. It is sometimes referred to as the Plain Old Telephone System (POTS).

SoftPhone A softphone is a software for making telephone calls over the Internet using a general purpose computer, rather than using dedicated hardware. Often a softphone is designed to behave like a traditional telephone, sometimes appearing as an image of a phone, with a display panel and buttons with which the user can interact. A softphone is usually used with a headset connected to the sound card of the PC, or with a USB phone.

VoIP Voice over Internet Protocol, also called VoIP, IP Telephony, Internet telephony, Broadband telephony, Broadband Phone and Voice over Broadband is the routing of voice conversations over the Internet or through any other IP-based network.


Documents

Call Butler User Manual