4.3 Connect User Guide en

USER GUIDE
CONNECT
Product version 4.3
Vista Entertainment Solutions
Published on 2 August, 2013
Copyright Notice
Copyright 1996-2013 Vista Entertainment Solutions Ltd.
All rights reserved.
Vista is a Registered Trademark of Vista Entertainment Solutions Ltd.
All rights reserved.
Trade Secret Information of Vista Entertainment Solutions Ltd, 1996-2013. This program is protected by
licensed terms applicable to New Zealand and International copyright laws.
The software contains proprietary information of Vista Entertainment Solutions Ltd; it is provided under a
license agreement, which must be entered with Vista Entertainment Solutions Ltd, containing restrictions on
use and disclosure and is also protected by copyright law. Reverse engineering of the software is prohibited.
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by
any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission
of Vista Entertainment Solutions Ltd.
Microsoft Word, Microsoft Office, Windows, Windows95, Windows98, Windows2000, Windows2003,
WindowsXP, Windows NT, Windows Vista, and Windows 7 are trademarks of Microsoft Corporation.
Vista Entertainment Solutions Limited
PO Box 8279, Symonds St, Auckland, New Zealand
P: +64 9 984 4570
F: + 64 9 379 0685
www.vista.co.nz
Contents
Copyright Notice ____________________________________________________________________________ ii
About Vista ________________________________________________________________________________ 1
About VistaConnect _________________________________________________________________________ 1
About this document ________________________________________________________________________ 3
Creating user accounts in Back Office ___________________________________________________________ 4
Sites ______________________________________________________________________________________ 4
Site Groups ________________________________________________________________________________ 5
Configuring Connect for Vista IVR ______________________________________________________________ 7
Assigning employees to IVR user groups ________________________________________________________ 11
Choosing cinemas available through Vista IVR ____________________________________________________ 12
Choosing languages available through Vista IVR __________________________________________________ 13
Configuring Vista IVR call flow_________________________________________________________________ 14
Activating an IVR ___________________________________________________________________________ 14
Changing the description of an IVR server _______________________________________________________ 15
Filtering Cinemas by Area Code _______________________________________________________________ 16
Working with Phrase Manager ________________________________________________________________ 17
Creating a recording using a computer and microphone _________________________________________ 17
Selecting a recording______________________________________________________________________ 18
Editing a recording _______________________________________________________________________ 18
Importing a recording _____________________________________________________________________ 19
Approving a recording ____________________________________________________________________ 19
Revoking a recording _____________________________________________________________________ 20
Deleting a recording ______________________________________________________________________ 20
Listening to a recording ___________________________________________________________________ 21
Trimming a recording _____________________________________________________________________ 21
Customising a phrase recording script ________________________________________________________ 21
Exporting a script ________________________________________________________________________ 22
Reference information ______________________________________________________________________ 23
CONTENTS
iii
iv
Contents
IVR Server _________________________________________________________________________________ 23

IVR Server: Cinemas ______________________________________________________________________ 23
IVR Server: Call Flow Configuration __________________________________________________________ 24
Site ______________________________________________________________________________________ 25
Link Sites _______________________________________________________________________________ 27
Site Group ________________________________________________________________________________ 28
Glossary of Terms __________________________________________________________________________ 29
Index ____________________________________________________________________________________ 31
CONTENTS
iv
About Vista
Vista Entertainment Solutions develops software for the Cinema Exhibition industry. The Vista software system
consists of a number of integrated products that cover almost all aspects of managing and operating cinemas.
The product line is scalable so as to be suitable to exhibitors who run from one cinema to hundreds of cinemas.
The base Vista Cinema product provides cinema-level Point of Sale and Back Office capabilities for box office
and concessions sales. At least one installation of Vista Cinema is required for all Vista customers.
The optional modules include:
Vista Air Conditioning provides an interface between base Vista and the air conditioning system to
regulate air circulation and temperature depending on head count information stored in the Vista
database.
Vista Call Centre provides a central web based application for booking and selling seats across a circuit
of cinemas.
Vista CashDesk a companion product for Vista Back Office for cinemas that wish to have higher levels of
cash and treasury control within the cinema.
Vista Facebook Ticketing allows Facebook users to block out seats for a session, then invite friends to
purchase those seats. Users can also write reviews for films and tell friends about films on their wish list.
Vista Film Programming a companion product to Head Office. It is a system for planning and booking
films across a circuit from a central location. The booking system generates best fit schedules to
download to the cinema.
Vista Head Office provides central maintenance of key cinema data, uploading of cinema performance
data to Head Office, a film settlements system and a business intelligence system for analysing circuit wide
performance.
Vista Internet Ticketing a customisable system that enables ticket sales on the Internet along with
display of show times and movie information.
Vista IVR an automated touch-tone phone booking system.
Vista Kiosk - a customisable ATM ticketing system that features touch screen and state of the art
multimedia technology for remote ticket sales either on or off-site.
Vista Loyalty - a customer relation management program for the creation, maintenance and evaluation of
loyalty programs.
Vista MobileCinema - provides film information and session times from the customer's mobile phone.
Cinema tickets can be purchased in real time through this application. The suite includes an iPhone and
Java app.
Vista MobilePOS utilises a Pocket PC based PDA to sell tickets and concessions while connected to the
Vista system via a wireless network.
Vista Projection controls the export of cinema show-time schedules to automated projection systems.
Vista Signs manages configured animated messages on cinema signs including LED, TV Monitors and
Plasma.
Vista Staff Scheduling provides a graphical employee roster system at cinema locations, along with a
Head Office module that consolidates all roster information.
Vista Vouchers and Gift Cards a companion product to Vista Head Office that controls the ordering,
stocking, transfer, and redemption of coupons, vouchers and passes.
About VistaConnect
VistaConnect is a service that enables Vista products to remotely access film, session and loyalty member
information.
It provides a centralised foundation for remote sales channels servicing multiple cinemas within a circuit.
ABOUT VISTA
ABOUT VISTACONNECT
Word count: 7,346
About this document

The VistaConnect User Guide is intended for administrative personnel who are responsible for maintaining and
configuring the following Vista products:
Vista Call Centre
Vista Internet Ticketing
Vista IVR
ABOUT THIS DOCUMENT
Creating user accounts in Back Office

You will need:
Sysadmin or IVRAdmin rights
1. Open Back Office.

2. In the Folders menu, click Environment Folder > Security Settings > Users.
The Users cabinet appears.
3. In the ribbon, click Create.
The User maintenance form appears.
4. Enter the details for the user you want to create.
5. Click
Sites
Sites in Vista Connect are used to configure how Sites in Vista BackOffice interact with remote sales channels
such as IVR and Internet Ticketing.
Vista Connect can be used to synchronise site information between Head Office and the cinemas in your
organisation. Sites configured in Head Office are linked to Sites configured in Connect to ensure that site data
such as address and contact details are downloaded from Head Office. This reduces the amount of data entry
required at each site.
1. In Vista Connect, open the Sites cabinet: General Maintenance > Sites
2. Open a Site record, or Create a new record if one doesn't exist.
3. On the Home toolbar, click Link Sites.
The Link Sites (page 27) window is displayed.
The table displays Sites configured in Head Office that have not yet been linked to a Site configured in
Connect.
4. Linking Sites can be done in different ways:
a) Select a configured Connect Site to link to an individual Head Office Site.
b) Select <Create a New Site> to create a new Connect Site to link to an individual Head Office Site.
The Server Name and Sales Server fields will be populated with the Server Name and Sales Server Web
Service URL as configured on the Connection Details tab in Site maintenance in Head Office.
c) Click Match sites with same name to link any sites which have identical names.
Note: This will not change the connection set for any sites that are already linked, but it will overwrite any
unsaved links the user has made.
d) Click Create missing sites to set any unlinked sites to <Create a New Site>.
5. Click Apply to save any new links and to create any new Site records required.
CREATING USER ACCOUNTS IN BACK OFFICE
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Site Groups
Site Groups can be used to group Sites together based on geographic location.
For example: You may wish to create a Site Group for each city where your organisation has sites, or if
necessary, a group for each suburb in a city.
Sites can be added to configured Site Groups in Site (page 4) maintenance.
Site Groups can be configured with an Area Code. This allows calls placed to IVR to be filtered by area code.
The configured Site Groups are displayed in the Site Groups cabinet, click the Open button to display the Site
Group (page 28) maintenance form.
SITE GROUPS
Configuring Connect for Vista IVR

1. Assign employees to IVR user groups.
You will need:
System administrator-level access to Vista
To have created a user account (see "Creating user accounts in Back Office" on page 4) for each employee who
will work with IVR
Employees who administer the Vista IVR system must belong to one or more of the Vista User Groups:
IVR Manager: Allows the employee to record, edit, and delete phrases for the IVR.
IVR Recorder: Allows the employee to record phrases for the IVR.
IVR Admin: Allows the employee full access to all aspects of the IVR system, including managing phrases,
cinemas, and languages.
1. In VistaConnect, open the cabinet Environment Folder > Security Folder > Users.
2. Select the employee who you want to give access to Vista IVR and click Open.
The User window appears.
3. In the User tab, select the User Group that corresponds to the level of access you want the employee to
have.
4. Click
5. Choose the cinemas that you want to make available to callers through Vista IVR.
7. In the Folders menu, click IVR Servers.
8. Select the IVR server that you want to configure and click Open.
The IVR Server window appears.
9. Click the Cinemas tab.
10. Select the sites that you want to make available through this IVR server.
11. Enter the appropriate options (see "IVR Server: Cinemas" page 23) for each cinema.
12. Choose the languages that you want the IVR to support.
14. In the Folders menu, click IVR Languages.
15. Select the languages that you want the IVR to support, and choose one as the IVR's Default Language.
CONFIGURING CONNECT FOR VISTA IVR
16. Click
17. Choose call flow options.

21. Click the Call Flow Configuration tab.
22. Choose the call flow options (see "IVR Server: Call Flow Configuration" page 24) that you want for the
selected IVR server.
23. Create or import phrase recordings.
You will need:
to belong to one of the user groups: IVR Manager or IVR Admin.

A set of 8KHz, 8bit, mono ALaw codec (or ULaw if in United States) audio files, in WAV or VOX file format, with
file names that correspond to Phrase IDs (for example, 432.wav, 433.wav, 444.wav). The files must be
contained in the same folder.
Instead of creating recordings for phrases with Phrase Manager (see "Creating a recording using a computer
and microphone" on page 17), you may import one or more existing audio files to use as phrase recordings.
This method allows your organisation to outsource the creation of recordings.
2. In the Folders menu, click Phrase Manager.
The Phrase Manager window appears.
3. Click Import Recordings.
4. Select the folder that contains the files you want to import.
The Import Recordings window appears, displaying the list of files and their matching phrases.
5. In the Import Recordings window, check that each file name is matched with the correct phrase.
If a file name is matched to the wrong phrase (or to no phrase), select the correct phrase from the phrase
list.
6. Click Upload.
You will need:
to belong to one of the user groups: IVR Manager, IVR Recorder, or IVR Admin.
a microphone installed on your computer

3. In the ribbon, check that the Language is correct for the phrase that you want to record.
4. Select the phrase that you want to record.
5. Click Add Recording.
The Phrase Recording window appears.
6. Click Record and read the script into your microphone.
The Phrase Recording window displays a standard script, and may also display a customised script. Read
the customised script, if one exists; otherwise, read the standard script.
7. Click Stop.
8. To listen to your recording, click Play.
9. (Optional) To remove silence or extraneous sounds from the start or end of your recording, trim the
recording (see "Trimming a recording" on page 21).
10. Click Save.
If this is the first recording for the phrase, it becomes that phrase's current recording. Otherwise, the recording
becomes an alternative recording for the phrase.
1. Approve phrase recordings.
You will need:
Note: A phrase can only have one approved recording. To approve a different recording, revoke (see "Revoking a
recording" on page 20) the currently approved recording first.
3. In the ribbon, check that the Language is correct for the recording that you want to approve.
4. Select the recording that you want to approve.
The steps involved in selecting a recording depend on whether the recording is a phrase's current or alternative
recording.
Selecting a phrase's current recording
In Phrase Manager, click once on the phrase's row.
Selecting one of a phrase's alternative recordings
1. In Phrase Manager, click the + symbol beside phrase's row to open the list of alternative recordings.
2. Click once on an alternative recording from the list.
3. In the ribbon, click Approve.
If the approved recording was an alternative recording, it becomes the current recording. The former current
recording becomes an alternative recording.
1. Activate the IVR.
5. In the status list, select Active.
10
Assigning employees to IVR user groups
You will need:
System administrator-level access to Vista
To have created a user account (see "Creating user accounts in Back Office" on page 4) for each employee who
will work with IVR
Employees who administer the Vista IVR system must belong to one or more of the Vista User Groups:
IVR Manager: Allows the employee to record, edit, and delete phrases for the IVR.
IVR Recorder: Allows the employee to record phrases for the IVR.
IVR Admin: Allows the employee full access to all aspects of the IVR system, including managing phrases,
cinemas, and languages.
1. In VistaConnect, open the cabinet Environment Folder > Security Folder > Users.
2. Select the employee who you want to give access to Vista IVR and click Open.
The User window appears.
3. In the User tab, select the User Group that corresponds to the level of access you want the employee to
have.
4. Click
11
Choosing cinemas available through Vista IVR

4. Click the Cinemas tab.
5. Select the sites that you want to make available through this IVR server.
6. Enter the appropriate options (see "IVR Server: Cinemas" page 23) for each cinema.
12
Choosing languages available through Vista IVR

2. In the Folders menu, click IVR Languages.
3. Select the languages that you want the IVR to support, and choose one as the IVR's Default Language.
4. Click
13
Configuring Vista IVR call flow

4. Click the Call Flow Configuration tab.
5. Choose the call flow options (see "IVR Server: Call Flow Configuration" page 24) that you want for the
selected IVR server.
Activating an IVR
4. In the status list, select Active.
14
Changing the description of an IVR server

4. In the IVR Server tab, edit the Description.
5. Click
15
Filtering Cinemas by Area Code

It is possible to configure the IVR system to filter the Cinemas presented to the customer based on the
telephone Area Code. The area code can either be automatically detected by the IVR system, or prompted for
and manually entered by the customer.
First, Site Group records must be created to group Sites together based on the area code.
1. Open Site Group maintenance.
Connect > General Maintenance > Site Groups
2. Create a Site Group record for each area code you have Sites in.
Note: The Area Code should exclude any leading zeros that make up the Trunk Prefix.
3. Open an existing Site maintenance record.
Connect > General Maintenance > Sites
4. On the Site Groups tab, add the Site Group that has the area code that the Site is located in.
5. Repeat steps 3 and 4 until all Sites have been configured with the relevant Site Group.
Next, each IVR Server must be configured to detect the customer's area code. Note that the settings in IVR
Server maintenance control each individual IVR Server, and do not apply globally to all IVRs that use Vista
Connect.
1. Open an existing IVR Server maintenance record.
Connect > IVR > IVR Servers
2. On the Call Flow Configuration tab, select the Automatically detect customer's Area Code checkbox.
3. On the main IVR Server tab, configure the relevant Country Code and Area Code for where the IVR Server
is located.
4. Repeat steps 1 to 3 for all IVR Servers that you wish to filter Cinemas by area code.
When a configured IVR Server receives a call, the following process will be used to determine the calling
customer's area code:
16
If no phone number is available to the IVR, the caller will be prompted to manually enter an area code.
If the phone number has a leading + symbol the call will be identified as international. If the country code
of the number matches the Country Code configured in IVR Server maintenance, the area code will be
automatically detected. If the country code does not match, the caller will be prompted to manually enter
an area code.
If the phone number has no leading + symbol, but does have a leading 0, then the area code will be
automatically detected.
If the phone number does not have a leading + symbol or a leading 0 then the call will be identified as
local. The Area Code as configured in IVR Server maintenance will be used as the area code for the calling
customer.
Once the IVR system has an area code for the calling customer, whether it has been detected automatically or
entered manually, the system will attempt to match the area code to a Site Group. Once a matching Site Group
has been found, only the Sites/Cinemas belonging to that group will be presented to the calling customer. If no
matching Site Group is found, the calling customer will be prompted to manually enter an area code, and then
the system will attempt to find a matching Site Group again. This will continue until a Site Group is found, or
until the MaxInputAttempts system setting is exceeded.
There are a number of reasons why no matching Site Group could be found for the Area Code:
The customer is calling from a cell phone.
The customer is calling from a number in an area code that is not represented by any Site Group.
The customer has entered an invalid area code.
Working with Phrase Manager

Creating a recording using a computer and microphone
You will need:
a microphone installed on your computer

3. In the ribbon, check that the Language is correct for the phrase that you want to record.
4. Select the phrase that you want to record.
5. Click Add Recording.
6. Click Record and read the script into your microphone.
The Phrase Recording window displays a standard script, and may also display a customised script. Read
the customised script, if one exists; otherwise, read the standard script.
7. Click Stop.
17
8. To listen to your recording, click Play.

9. (Optional) To remove silence or extraneous sounds from the start or end of your recording, trim the
recording (see "Trimming a recording" on page 21).
10. Click Save.
If this is the first recording for the phrase, it becomes that phrase's current recording. Otherwise, the recording
becomes an alternative recording for the phrase.
Selecting a recording
recording.
Editing a recording
You will need:
Note: An approved recording can't be edited.

3. In the ribbon, check that the Language is correct for the phrase that you want to edit.
4. Select the recording that you want to edit.
recording.
3. Click Edit.
18
4. Re-record or trim (see "Trimming a recording" on page 21) the recording.

5. Click Save.
Importing a recording
You will need:

A set of 8KHz, 8bit, mono ALaw codec (or ULaw if in United States) audio files, in WAV or VOX file format, with
file names that correspond to Phrase IDs (for example, 432.wav, 433.wav, 444.wav). The files must be
contained in the same folder.
Instead of creating recordings for phrases with Phrase Manager (see "Creating a recording using a computer
and microphone" on page 17), you may import one or more existing audio files to use as phrase recordings.
This method allows your organisation to outsource the creation of recordings.
3. Click Import Recordings.
4. Select the folder that contains the files you want to import.
The Import Recordings window appears, displaying the list of files and their matching phrases.
5. In the Import Recordings window, check that each file name is matched with the correct phrase.
If a file name is matched to the wrong phrase (or to no phrase), select the correct phrase from the phrase
list.
6. Click Upload.
Approving a recording
You will need:
recording" on page 20) the currently approved recording first.
3. In the ribbon, check that the Language is correct for the recording that you want to approve.
19
4. Select the recording that you want to approve.

recording.
3. In the ribbon, click Approve.
If the approved recording was an alternative recording, it becomes the current recording. The former current
recording becomes an alternative recording.
Revoking a recording
You will need:
Note: Only an approved recording can be revoked.

3. In the ribbon, check that the Language is correct for the recording that you want to revoke.
4. Select the current recording that you want to revoke.
1. In the ribbon, click Revoke Approval.
Deleting a recording
You will need:
recording" on page 20) the currently approved recording.
3. In the ribbon, check that the Language is correct for the recording that you want to delete.
20
4. Select the recording that you want to delete.

recording.
3. In the ribbon, click Delete.
Listening to a recording
You will need:
a computer with speakers or headphones
1. Open the recording for editing (see "Editing a recording" on page 18).
2. Click Play.
Trimming a recording
You will need:
You can't edit an approved recording; revoke the recording (see "Revoking a recording" on page 20) first.
1. Open the recording for editing (see "Editing a recording" on page 18).
2. In the waveform display area, select the part of the recording that you want to remove.
3. Click Trim.
The selected part is removed from the recording.
4. Click Save.
Customising a phrase recording script
You will need:
to belong to one of the user groups: IVR Manager, IVR Recorder, or IVR AdministratorIVR Admin.
21

3. In the ribbon, check that the Language is correct for the script you want to customise.
4. Select the phrase whose script you want to customise.
5. Click Edit.
6. Type your custom text in the Customised Script box.
7. Click Save.
Exporting a script
In the Phrase Manager application in Vista Connect, it is possible to export a text script of phrases. This may be
useful for sending to a professional recording studio to create recordings of phrases.
1. In Vista Connect, open the Phrase Manager application.
Connect > IVR > Phrase Manager
2. Select one or more recordings to export the scripts for, or leave all recordings unselected to export all
scripts.
3. Click the Export Scripts button in the ribbon.
The Save dialog will appear.
4. Enter a filename and click Save.
This will create an .XML file containing the PhraseID and Script of the selected phrases. It is recommended that
this be opened in Microsoft Excel as an XML Table, and then either printed, or saved in a format that is
convenient for the intended destination.
22
Reference information
IVR Server
IVR Server: Cinemas
Option
Allowed Values
Offer Site to
Caller and Make
Sessions for All
Cinemas Available
Only sessions for the Available Cinema are offered to the caller
through the IVR.
Offer Site to
Caller but Only
Make Sessions for
One Cinema
available
Available Cinema
Offer Cinemas
Individually to
Caller
Inform Caller when
Only Undesirable
Rows are Available
Site Quick Code
Description
Sessions for all cinemas at the selected site are offered to the caller
through the IVR.
any cinema at the

selected site
Only sessions at this cinema will be offered through the IVR for the
selected site.
This option is only available when Offer Site to Caller but
Only Make Sessions for One Cinema Available is selected.
The caller is invited to choose from among the selected cinemas, and
is offered sessions at that chosen cinema.
When a caller books tickets to a session, the IVR plays an
announcement if the only seats remaining are in undesirable rows
(for example, the front rows). Specify the rows that you consider
"undesirable" for each cinema's screen.
Use this option to prevent patrons from being disappointed with
worse-than-expected seats upon their arrival at the auditorium.
A 2-digit code that represents a site. This number is used to
construct a session's quick code.
This option is only available when the Offer Site to Caller and
Make Sessions for All Cinemas Available or Offer Site to
Caller but Only Make Sessions for One Cinema Available
Cinema Quick Code
REFERENCE INFORMATION
is selected.
A 2-digit code that represents a cinema. This number is used to
construct a session's quick code.
This option is only available when Offer Cinemas Individually
to Caller is selected.
23
IVR Server: Call Flow Configuration

Option
Allowed Values
cleared
selected
Inform Caller when cleared
there is Only one selected
Allow Bookings to
Multiple Sessions
Description
Callers may book tickets to different sessions in the same call.
The IVR prompt that asks the caller to select a cinema is suppressed
when sessions from only one cinema are available.
Available Cinema
Inform Caller when cleared
there is Only One selected
Available Ticket
Type
The IVR prompt that asks the caller to select a ticket type is
suppressed when there is only one ticket type available for the
caller's chosen session.
Caller to Confirm cleared

Choice at Each Step selected
The IVR repeats the information entered by the caller, and asks the
caller to confirm that the information is correct.
The caller is invited to enter a quick code at the IVR's main menu.
Enable Quick Codes cleared

Offer Concessions
selected
cleared
selected
The IVR invites the caller to order concession items.

Callers are asked to enter the date in either a weekday or as a date,
at the same prompt.
Offer Day of Week

and Day of Month in
the same menu
"
For Saturday, press 5
For Sunday, press 6
Or, enter the date as two digits for the day followed
by two digits for the month. For example, the 2nd of
March as 0203."
With this option, callers have to complete fewer steps in the IVR, but
are presented with more complex choices.
Callers are asked to decide whether they want to enter the date as a
weekday (For Sunday, press 6), or as a date (For the 2nd of
March, enter 0203).
After the caller has decided on a date format, the IVR asks the caller
to enter a date using a prompt specific to that date format.
Separate Day of
Week and Day of
Month when possible
"You can select by day of the month or by day of the week.

For day of the week, press 1
For day of the month, press 2"
With this option, callers have greater control about how they
interact with the IVR, but must go through more steps to enter a
date.
Callers may not book or order tickets through the selected IVR
server.
Use this option to provide an "information only" service, where
callers can obtain information about films playing and session times.
Callers may order tickets through the IVR, but must provide payment
at the same time.
Callers may book tickets, but cannot pay, through the IVR.
No Bookings
Paid Bookings
Unpaid Bookings
Paid and Unpaid
Bookings
Callers may both book and pay for tickets through the IVR.
Require Credit Card Yes

No
Number
For unpaid bookings, whether the caller must enter a credit card
number.
Optional
24
Require Card
Security Code
Require Phone
Number
cleared
selected
Yes
No
Voluntary
Include Total Order cleared

selected
in Confirmation
Inform Customer of cleared
the Booking Number selected
Callers must enter their credit card's security code.

For booking and ticket orders, whether the caller must provide a
phone number.
The phone number can be used to identify a patron when he or she
arrives at the cinema to pick up booked tickets.
After booking has been completed and a session confirmed, the IVR
announces the total value of the order before processing payment.
The IVR will announce a booking number to the caller after a booking
or order has been processed.
The booking number can be used to identify a patrion when he or
she arrives at the cinema to pick up booked tickets.
Site
Site
Option
Site Code
Allowed Values
110 characters
Description
A unique code used to identify the Site.
Note: Once the Site record has been saved, this field
cannot be edited.
Loyalty Code
1-10 characters
Name
150 characters
cleared
selected
The Loyalty Site ID, used to link the Connect Site with
the corresponding Site in Loyalty.
The name of the Site.
If the checkbox is selected, only unpaid bookings can be
made through remote sales channels at this Site.
Only Take Unpaid

Bookings for this
Cinema
Allow Loyalty Point cleared

selected
Accrual for this
Cinema
Country Code
cleared
selected
110 characters
16 characters
Digits to Remove
110 digits
Display Group
150 characters
This is the Gift

Store
Short Name
If the checkbox is selected, Loyalty Points can be

accrued with purchases through remote sales channels
at this Site.
If the checkbox is selected, the Site will be designated
as the Gift Store.
An abbreviated name of the Site.
The telephone prefix for the country the Site is located
in.
For example:
A site in New Zealand would use 64. This is used when
sending SMS Booking Confirmation messages.
The number of leading digits to remove from the
Customer's mobile number. Used in conjunction with
Country Code for sending SMS Booking Confirmation
messages.
For example:
If the Country Code is 64 and the Digits to Remove
is 1, a SMS Booking Confirmation message for a
customer with the mobile number 021665887 will be
sent to 6421665887.
If specified, the Site will be grouped together with
other Sites from the same Display Group.
Note: This is used by the iPhone application.
25
Thumbnail URL
1255 characters
The URL to a thumbnail image of the Site.

Note: This is used by the iPhone Application.
Server Name
1255 characters
Use Web Service
cleared
selected
Timeout (sec)
Any numerical
value
The name of the server hosting Sales Server for this

Site.
If the checkbox is selected, remote sales channels
communicate with Sales Server via a Web Service. If
the checkbox is cleared, DCOM will be used.
The URL of the Site's Sales Server Web Service is
entered in the URL field.
The number of seconds Connect will wait for a
response from the Site's Sale Server Web Service before
timing out.
If the checkbox is selected, integrated payments will be
routed through the instance of Sales Server Web
Service located at the given URL.
Use a Separate Web cleared

selected
Service Instance
for Payments
Location Details
Option
Address 1
Allowed Values
1-255 characters
per line
Address 2
1-255 characters
per line
City
Latitude
1100 characters
Any latitude
Longitude
Any longitude
Time Zone
Any time zone
Time Zone Offset
Any time value
Phone Numbers
115 characters
115 characters
11000 characters
Fax
Description
Parking
Information
11000 characters
Public Transport
11000 characters
Description
The first line of a Site's address.
For example:
60 Khyber Pass Road
The second line of the Site's address.
For example:
Newton 1023
The city in which the Site is located.
The latitude at which the Site is located. The format is
degrees (-90 to 90) and minutes to four decimal places.
For example: -36.8643
The longitude at which the Site is located. The format is
degrees (-180 to 180) and minutes to four decimal
places.
For example: 174.7624
The time zone of the geographical area where the Site
is located.
The difference in time zone between the Connect
server and the Site's server.
The contact phone numbers for the Site.
The fax number at the Site.
An extended description of the Site. This can also be
configured in the Alternate Language.
Parking details for the Site. This can also be configured
in the Alternate Language.
Note: Parking Information is displayed on the iPhone
Application.
Public transport details for the Site. This can also be
configured in the Alternate Language.
Note: Public Transport information is displayed on the
iPhone Application.
Site Groups
Option
Allowed Values
Description
26
Available Groups
>>
Any configured Site The Site Groups that the Site can be added to.
Group
Adds the Site to all Available Groups.
>
Adds the Site to the selected Available Group.
<
Removes the Site from the selected Group the Site

Belongs to.
Removes the Site from all Groups the Site Belongs to.
<<
Groups this Site
Belongs to
Any configured Site The Site Groups that the Site has already been added
Group
to.
Link Sites
This form is accessed from the Home toolbar on the Site (page 25) maintenance form.
Option
Match sites with
same name
Create missing
sites
Show linked sites
Head Office
Connect
Server Name
Sales Server
Allowed Values
Description
Click to automatically link any unlinked Head Office
sites to a Connect site with an identical name.
You must click Apply or Save to save the new links.
Note: This will not change the connection set for any
sites that are already linked, but it will overwrite any
unsaved links the user has made.
Click to set any unlinked Head Office site to <Create a
New Site>.
You must click Apply or Save to save the new links.
By default only unlinked sites are displayed. Click to
display all sites, including those that are already linked.
n/a
Sites configured at Head Office. This field is read-only.
<Create a New
Select a site configured in Connect to link to the Head
Site>
Office site.
Any Site configured If you select <Create a New Site>, the Server Name and
in Vista Connect
Sales Server fields will be populated with the Server
Name and Sales Server Web Service URL as configured
on the Connection Details tab in Site maintenance in
Head Office.
You must click Apply or Save to create a new Site
record in Connect with this data.
1255 characteres If a Connect Site is selected, this is the Server Name as
configured in Site maintenance in Connect.
If <Create a New Site> is selected, this is the Server
Name as configured on the Connection Details tab in
Site maintenance in Head Office.
1255 characteres If a Connect Site is selected, this is the Web Service URL
as configured in Site maintenance in Connect.
If <Create a New Site> is selected, this is the Sales
Server Web Service URL as configured on the
Connection Details tab in Site maintenance in Head
Office.
27
Site Group
Site Group
Option
Name
Area Code
Sites in Group
Allowed Values
150 characters
15 numerical
characters
Description
The name of the Site Group.
The telephone area code of all the Sites in the Site
Group.
This allows calls placed to IVR to be filtered by area
code.
Note: The Area Code should be entered without the
Trunk Prefix. This is typically the leading zero on an
area code.
Any configured Site The Sites that have been added to the Site Group. This
added to the Site
is done through Site maintenance.
Group
28
Glossary of Terms
ALTERNATIVE RECORDING
Any recording for a phrase that is not the current recording.

Alternative recordings can be used to store variations of a phrase, which can be enabled for specific events or
during specific periods (for example, seasonal variations of a greeting).
APPROVED RECORDING
A recording that has been accepted by an IVR Manager or IVR Admin as the recording to be used for the given
phrase in the IVR.
The approved recording becomes the phrase's current recording.
CALL FLOW
The order in which phrases are presented to a caller. The call flow is determined by the IVR's call flow options
(see "IVR Server: Call Flow Configuration" on page 24) and by the choices that the caller makes during the call.
CURRENT RECORDING
The approved recording for a phrase, or, if a phrase has no approved recordings, the first recording associated
with the phrase.
Select the current recording by clicking a phrase in Manager.
PHRASE
A unit of language that represents key words in a language (for example: names of weekdays and numbers),
or information that corresponds to a specific point in a call flow. Each language supported in Vista IVR has its
own set of phrases.
A phrase is uniquely identified by Phrase ID, and always has a standard script. It may have a customised script
and one or more recordings.
QUICK CODE
A code that uniquely represents a session. IVR patrons who known a session's quick code (through advertising,
for example) may enter a quick code to bypass the IVR site, cinema, and film menus and arrive directly at the
session they are interested in.
RECORDING
Audio data associated with a phrase. A phrase may have several alternative recordings, only one of which is
current (the approved recording).
SCRIPT
A script is a textual representation of the kind of audio data that should be recorded for a phrase. The IVR
Recorder may read the script aloud to create a recording for the phrase.
The Standard Script is provided by Vista, and gives an example of the minimum information that must be
provided in the recording.
A Customised Script is a script that has been created for your specific organisation. It may contain branding or
describe specific features of your organisation's IVR.
GLOSSARY OF TERMS
29
31
Index
Listening to a recording 21
P
A
About this document 3
PHRASE 29
About Vista 1
About VistaConnect 1
QUICK CODE 29
Activating an IVR 14
ALTERNATIVE RECORDING 29
RECORDING 29
APPROVED RECORDING 29
Reference information 23
Approving a recording 19
Revoking a recording 9, 19, 20, 21
Assigning employees to IVR user groups 11
SCRIPT 29
CALL FLOW 29
Selecting a recording 18
Changing the description of an IVR server 15
Site 25, 27
Choosing cinemas available through Vista IVR 12
Site Group 5, 28
Choosing languages available through Vista IVR

13
Site Groups 5
Sites 4, 5
Configuring Connect for Vista IVR 7

Configuring Vista IVR call flow 14
Copyright Notice ii
Creating a recording using a computer and
microphone 8, 17, 19
T
Trimming a recording 9, 18, 19, 21
W
Working with Phrase Manager 17
Creating user accounts in Back Office 4, 7, 11

CURRENT RECORDING 29
Customising a phrase recording script 21
D
Deleting a recording 20
E
Editing a recording 18, 21
Exporting a script 22
F
Filtering Cinemas by Area Code 16
I
Importing a recording 19
IVR Server 23
Call Flow Configuration 8, 14, 24, 29
Cinemas 7, 12, 23
L
Link Sites 4, 27
INDEX
31

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IVR Server _________________________________________________________________________________ 23

Vista IVR an automated touch-tone phone booking system.

Word count: 7,346

About this document

Vista Call Centre

Vista Internet Ticketing

ABOUT THIS DOCUMENT

Creating user accounts in Back Office

Sysadmin or IVRAdmin rights

1. Open Back Office.

CREATING USER ACCOUNTS IN BACK OFFICE

Word count: 7,346

Configuring Connect for Vista IVR

You will need:

System administrator-level access to Vista

CONFIGURING CONNECT FOR VISTA IVR

17. Choose call flow options.

You will need:

to belong to one of the user groups: IVR Manager or IVR Admin.

You will need:

CONFIGURING CONNECT FOR VISTA IVR

1. Open Back Office.

You will need:

to belong to one of the user groups: IVR Manager or IVR Admin.

Selecting a phrase's current recording

In Phrase Manager, click once on the phrase's row.

CONFIGURING CONNECT FOR VISTA IVR

Selecting one of a phrase's alternative recordings

CONFIGURING CONNECT FOR VISTA IVR

Assigning employees to IVR user groups

You will need:

System administrator-level access to Vista

CONFIGURING CONNECT FOR VISTA IVR

Choosing cinemas available through Vista IVR

CONFIGURING CONNECT FOR VISTA IVR

Choosing languages available through Vista IVR

CONFIGURING CONNECT FOR VISTA IVR

Configuring Vista IVR call flow

CONFIGURING CONNECT FOR VISTA IVR

Changing the description of an IVR server

CONFIGURING CONNECT FOR VISTA IVR

Filtering Cinemas by Area Code

CONFIGURING CONNECT FOR VISTA IVR

The customer is calling from a cell phone.

The customer has entered an invalid area code.

Working with Phrase Manager

You will need:

1. Open Back Office.

8. To listen to your recording, click Play.

Selecting a phrase's current recording

In Phrase Manager, click once on the phrase's row.

Selecting one of a phrase's alternative recordings

You will need:

Note: An approved recording can't be edited.

Selecting a phrase's current recording

In Phrase Manager, click once on the phrase's row.

Selecting one of a phrase's alternative recordings

CONFIGURING CONNECT FOR VISTA IVR

4. Re-record or trim (see "Trimming a recording" on page 21) the recording.

You will need:

to belong to one of the user groups: IVR Manager or IVR Admin.