Avaya Site Administration Reference Release 3 0 Users Manual

2015-06-01

• Avaya Site Administration Reference
• Using Avaya Site Administration
• What's New in this Release
• Overview of wizards
• Saving changes to Avaya Site Administration properties
• Adding a voice system
• Adding a messaging system
• Adding a Modular Messaging system
• Deleting a voice system or messaging system
• Deleting a voice system or messaging system
• Renaming a voice or messaging system
• Viewing or changing a system's properties
• Creating command shortcuts
• Scheduling a task to run
  • Prerequisites
  • Access
  • Use
• Using the Schedule tab
  • Running, Scheduling, Aborting, Changing properties, or Deleting a task
  • Understanding the columns
  • Understanding the State column
• Using the Status pane
  • Controlling the Status pane
  • Using the Status pane
• Using the Schedule tab
  • Running, Scheduling, Aborting, Changing properties, or Deleting a task
  • Understanding the columns
  • Understanding the State column
• Using the Connection Status tab
  • Disconnecting from a System
  • Understanding the columns
• Using the History tab
  • Exporting, Printing, or Deleting the History Log
  • Understanding the columns
• Improving Grade of Service
• Synchronizing the voice system and PC time
• Plotting Processor Occupancy or Call Traffic data
• Viewing voice system hardware configuration
• Viewing system capacity using Avaya Site Administration
• Administering voice systems
• Starting GEDI
  • Starting GEDI from the Task tab
  • Starting GEDI from the Tree tab
• Starting Terminal Emulation
• Disconnecting from a voice or messaging system
• Voice system components
• Role of the administrator
  • Create a system to stay abreast of employee changes
  • Require end-user training
  • Standardize telephone feature configurations
  • Involve end-users in planning for new system and departmental changes
• Daily administrator tasks
  • Key fields
• Weekly administrator tasks
• Monthly administrator tasks
• Other tasks
• Command language and syntax
  • Command components
  • Command types
  • Command abbreviations
• Working with end users
• Assessing end-user training needs
  • Preventing future training problems
• Preparing end-user training
  • 1. Gather information.
  • 2. Prepare an outline.
  • 3. Prepare notes to refer to during training.
  • 4. Practice your presentation.
  • 5. Practice using the features on which you'll train end-users.
  • 6. Choose an appropriate training environment.
  • 7. Prepare the training venue.
  • 8. Meet with the Avaya instructor, if applicable.
• Delivering end-user training
  • 1. Gain the attention of the class and promote interest.
  • 2. Share the objectives for the session with the class.
  • 3. Review past training.
  • 4. Introduce the new concept.
  • 5. Demonstrate the proper performance.
  • 6. Divide end-users into smaller groups.
  • 7. Allow end-users to practice.
  • 8. Provide feedback.
  • 9. Provide post-training reinforcement.
• Communicating with end users
  • Establish standard communication procedures
  • Identify important information and distribute it to company employees
• Voice system components
• Understanding the dial plan
  • Communication Manager dial plans
  • R10 or earlier dial plans
• Displaying your dial plan
  • Displaying your dial plan
  • Displaying your MultiVantage R10 or earlier dial plan
• Modifying your dial plan
  • Modifying your dial plan
  • Modifying your R10 or earlier dial plan
• Adding extension ranges
  • Adding extension ranges to your dial plan
  • Adding extension ranges to your R10 or earlier dial plan
• Adding feature access codes
  • Adding feature access codes to your dial plan
  • Adding feature access codes to your R10 or earlier systems
• Changing feature access codes
  • Changing feature access codes for R10 and earlier systems
• Adding a phone and messaging subscriber
  • Confirming that the phone and mailbox were added
• Adding new phones
• Using station templates to add phones
• Adding feature buttons to a phone
  • Adding feature buttons to a new phone
  • Adding feature buttons to an existing phone
• Adding a fax or modem
• Adding an extension without hardware
  • Adding the extension
  • Setting Up a Voice Mailbox
• Changing a phone user's information
• Changing a phone user's information
• Using an alias
• Customizing your phone
• Upgrading phones
• Swapping phones using a wizard
• Removing a phone or subscriber
• Attendant Consoles
  • Changing attendant consoles
• Changing COR values
• Changing COS values
• Changing feature parameters
• Creating pickup groups
• Creating coverage paths
• Setting up bridged call appearances
• World class routing
• Adding a new area code or prefix
• Using ARS to restrict outgoing calls
• Overriding call restrictions
• ARS Partitioning
• Globally changing voice system data
• Understanding trunks
• Preparing to add a trunk
• Adding trunk groups
• Setting up night service
• How do night service types interact?
• What is an announcement?
• Adding announcements
  • Voice Announcement over LAN (VAL)
• Recording announcements
  • Professional or computer recordings
  • Recording new announcements at a computer
• Deleting announcements
• Backing up your announcements
• What are hunt groups?
• Setting up hunt groups
• Setting up a queue
• Adding hunt group announcements
• Call distribution methods
• What are vectors?
• Writing vectors
• Allowing callers to leave a message
  • Example
• Inserting a step into a vector
• Deleting a step from a vector
• Diagnosing a vector problem
• Using report scheduler
• Analyzing report data
• Using attendant reports
• Using trunk group reports
• Measuring call center performance
  • What should I measure?
  • How many people can use voice system reports?
• Viewing Hunt Group Measurements reports
• Viewing Hunt Group Performance reports
• What is a call center?
• Planning a call center
• Setting up the call flow
• Testing the system
• Monitoring your call center
• Viewing system capacity
• Understanding Automatic Call Distribution
• Enhancing an ACD system
• Selecting a Call Management System
  • Where to get more information
• Understanding the Button Label text template
  • What the $ signs mean
  • How Avaya Site Administration creates button labels
• Printing button labels
  • Frequently Asked Question
• Creating, changing, or viewing button label text
  • To create button labels
  • To change button labels
  • To view button labels
• Exporting data from a voice system
• Exporting Call Accounting data into a file
• Exporting unused port data
• Importing data into a voice system
• Feature-Related System Parameter fields
• Phone feature buttons (by feature name)
• Phone feature buttons (by code)
• Administering messaging systems
• Adding a phone and messaging subscriber
  • Confirming that the phone and mailbox were added
• All other voice mail administration
• Security
• ASG
• Assigning and changing administrators
• Top 11 tips to help prevent toll fraud
  • For more information
• Using Call Detail Recording reports to detect problems
• Using Security Violations Notification to detect problems
• About system security
• Troubleshooting
• ASA connection errors
• Access denied
• ASG is enabled
• ASG is not enabled
• Busy
• Cannot initialize serial port
• Cannot open serial port
• Command Timed Out
• Connection lost
• Corrupt data received
• Data is locked
• Device does not exist
• General communications error
• Incorrect device
• Incorrect login
• Invalid password
• Modem initialization error
• Network connection failed
• No carrier
• No dial tone
• No Ports available
• Password has expired
• Serial port does not exist
• Remote reset
• Serial port error
  • Increasing COM port reliability
  • Decreasing maximum modem connect speed
• Serial port is in use
• Serial port settings could not be found
• Too many users logged in
• Unexpected response from device
• Unknown response from device
• Voice system problems
• Keeping baseline information
• Retrieving baseline information
• Backing up voice system data
• Viewing the system status
• Viewing general system operations
• Viewing the status of a station
• Viewing the status of your cabinets
• Viewing changes to the system (history report)
• Learning to think like a voice system
• Diagnosing a problem
• Solving common phone problems
• Diagnosing general trunk problems
• Diagnosing modem problems
• Diagnosing printer troubles
• Diagnosing password, login, and terminal access problems
• Solving call center problems
• Viewing error logs
• Error report field descriptions
• Clearing an error
• Alarm logs
• Reading the alarm log
• Clearing alarm logs
• Assigning alarm buttons
• Understanding common error types
  • Error type 1 — circuit pack removed
  • Error type 18 — busied out
  • Error type 513 — equipment "missing"
• Preventing alarms and errors
  • Turn off maintenance
  • Remove unused circuit packs
  • DS1 administration
• Using features to troubleshoot
• Using ACA to identify faulty trunks
  • To use ACA on a G3V2 or older voice system
  • To use ACA on a G3V3 or newer voice system
• Busy Verify
  • To busy-verify a hunt group
  • To busy-verify a trunk
• Facility Busy Indication
• Facility Test Calls
• Trunk Identification
• Glossary
• Adjunct switch application interface (ASAI)
• Basic Call Management System (BCMS)
• Cabinet
• Call Accounting system
• Call Detail Recorder
• Call Management System (CMS)
• Carriers
• Circuit pack
• Conversant
• Data module
• Intuity AUDIX
• local exchange carrier (LEC)
• System Administration Terminal (SAT)
• System administrator
• Terminal emulation software
• Understanding trunks
• Contacting Us
• General Contact Information
• Before you call
• Technical Support
  • For customers located in the US:
  • For customers located outside the US
• Contacting us about training
  • For customers located in the US:
  • For customers located outside the US:
• Contacting us for documentation
• Giving us your feedback
• Index