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DEFINITY® AUDIX® System Administration 585-300-507 Comcode 108356114 Issue 7 May 1999 Copyright 1999, Lucent Technologies All Rights Reserved, Printed in U.S.A. Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your system manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The system manager is also responsible for reading all installation, instruction, and system administration documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. Lucent Technologies Fraud Intervention If you suspect you are being victimized by toll fraud and you need technical support or assistance, call the appropriate BCS National Customer Care Center telephone number. Users of the MERLIN®, PARTNER®, and System 25 products should call 1 800 628 2888. Users of the System 75, System 85, DEFINITY® Generic 1, 2 and 3, and DEFINITY® ECS products should call 1 800 643 2353. Customers outside the continental United States should contact their local Lucent representative, or call one of the above numbers in the following manner: • Dial the International Access Code; for example, 011. • Dial the country code for the U.S., that is, 01. • Lastly, dial either of the telephone numbers provided above. Lucent Technologies Web Page The world wide web home page for Lucent Technologies is: http://www.lucent.com Federal Communications Commission Statement Part 15: Class A Statement. This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio-frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. Industry Canada (IC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of Industry Canada. Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le Industrie Canada. Trademarks See the preface of this document. Ordering Information Call: Lucent Technologies BCS Publications Center Voice 1 800 457-1235 International Voice 317 322-6791 Fax 1 800 457-1764 International Fax 317 322-6699 Write: Lucent Technologies BCS Publications Center 2855 N. Franklin Road Indianapolis, IN 46219 Order: Document No. 585-300-507 Comcode 108356114 Issue 7, May 1999 For additional documents, refer to the section in “About This Document” entitled “Related Resources.” You can be placed on a standing order list for this and other documents you may need. For more information on standing orders, or to be put on a list to receive future issues of this document, contact the Lucent Technologies Publications Center. Obtaining Products To learn more about Lucent Technologies products and to order products, contact Lucent Direct, the direct-market organization of Lucent Technologies Business Communications Systems. Access their web site at www.lucentdirect.com. Or call the following numbers: customers 1 800 451 2100, account executives 1 888 778 1880 (voice) or 1 888 778 1881 (fax). Warranty Lucent Technologies provides a limited warranty on this product. Refer to the “Limited Use Software License Agreement” card provided with your package. European Union Declaration of Conformity The “CE” mark affixed to the equipment means that it conforms to the following directives. Lucent Technologies Business Communications Systems declares that DEFINITY AUDIX System equipment specified in this document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive 89/336/EEC Low-Voltage Directive73/23/EEC Acknowledgment This document was prepared by OMD Technical Publications, Lucent Technologies, Denver, CO. and Columbus, OH. DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 Contents iii Contents Contents iii About This Document xi ■ Intended Audiences xi ■ Prerequisite Skills or Knowledge xi ■ How This Document Is Organized xii ■ How to Use This Document xiii ■ Conventions Used in This Document xiii ■ Related Resources xiv ■ Customer Care Center Information xv ■ 1 2 Who Should Call the Customer Care Center xv What to Do Before You Call xv What Does the Center Cost xvi How to Make Comments About This Document xvi Introduction 1-1 ■ Overview 1-1 ■ Administrative Interface 1-2 ■ Types of Administration 1-3 ■ Administrative Phases 1-4 ■ System Management Tools 1-5 ■ DEFINITY AUDIX Administrator Responsibilities 1-6 Preparing for DEFINITY AUDIX System Operation 2-1 ■ Overview 2-1 ■ Initial Administration Prerequisites 2-2 ■ Switch Administration 2-2 Using the Administration Terminal and Administrative Forms 2-3 Passwords 2-4 DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 Contents iv ■ Customer Initial Administration Tasks 2-4 Task 1: Logging into the DEFINITY AUDIX System 2-4 Task 2: Changing Your Passwords 2-5 Task 3: Customizing System Announcements 2-6 Task 4: Customizing Automated Attendants 2-6 Task 5: Distributing Documentation to Subscribers 2-7 ■ 3 What to Do After Initial Administration Feature Administration 2-8 3-1 ■ Overview 3-1 ■ AMIS Analog Networking 3-2 ■ Alarm Origination 3-3 ■ Announcements and Announcement Sets 3-3 ■ ADAP 3-3 ■ Automated Attendant 3-4 ■ Broadcast Messages 3-5 Setting Up the Broadcast Mailbox 3-6 Login ID and Password 3-6 Message Storage and Deletion 3-6 Administration 3-7 ■ Bulletin Board 3-9 ■ Call Answer 3-9 ■ Call Screening 3-10 ■ Changing the DEFINITY AUDIX Extension Length 3-11 ■ Class of Service 3-13 ■ Digital Networking 3-14 ■ End of Message Warning 3-14 ■ Enhanced Disconnect Detection 3-15 ■ Escape to Attendant 3-16 ■ Exit AUDIX 3-16 ■ Guest Password 3-16 ■ Lucent INTUITY Message Manager 3-17 ■ Leave Word Calling (LWC) 3-17 ■ Login Announcement 3-17 ■ Mailing List 3-20 ■ Message Delivery 3-20 DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 Contents v 4 5 ■ Message Sending Restrictions 3-21 ■ Multilingual 3-21 ■ Multiple Personal Greetings 3-23 ■ Name Record by Subscriber 3-25 ■ Online Help 3-25 ■ Outcalling 3-26 ■ Priority Messages 3-27 ■ Priority Outcalling 3-27 ■ Security Password 3-28 ■ System Clock 3-28 ■ TDD 3-28 ■ TTY Automated Attendant 3-30 ■ Traffic Reports 3-32 ■ Transfer into AUDIX 3-32 ■ Transfer Out of AUDIX 3-32 Call Transfer Dialplan 3-33 Basic Call Transfer 3-34 Enhanced Call Transfer 3-34 ■ Voice Mail 3-35 ■ Voice Mailbox 3-36 Ongoing Preventive Maintenance 4-1 ■ Overview 4-1 ■ Your Responsibility as an Administrator 4-2 ■ Daily Preventive Maintenance Tasks 4-2 ■ Weekly Preventive Maintenance Tasks 4-3 ■ Monthly Preventive Maintenance Tasks 4-4 Ongoing Subscriber Administration 5-1 ■ Overview 5-1 ■ Adding New Subscribers 5-2 ■ Creating and Changing Subscriber Name Recordings 5-4 ■ Removing Subscribers 5-5 ■ Reassigning Subscriber Default Passwords 5-6 ■ Unlocking Locked Subscriber Logins 5-6 ■ Changing a Subscriber’s Name or Extension 5-7 ■ Listing Subscribers by Name or Extension 5-7 DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 Contents vi 6 ■ Evaluating Subscriber Classes of Service 5-8 ■ Changing the DEFINITY AUDIX Extension Length 5-10 ■ Subscriber Features 5-11 Automatic Message Scan 5-11 Delivery Scheduling 5-11 Dial-By-Name 5-11 Directory 5-11 Full Mailbox Answer Mode 5-12 Personal Directory 5-12 Playback and Recording Control 5-12 Private Messages 5-12 Security Password 5-13 Untouched Message 5-13 ■ Responding to Subscriber Issues 5-13 ■ Remote Subscriber Administration 5-14 Ongoing Data Administration 6-1 ■ Overview 6-1 ■ How DEFINITY AUDIX Data Are Organized 6-1 ■ Volumes 6-2 Filesystems 6-3 Filesystem Interactions 6-4 Maintaining Filesystem Sizes 6-4 Checking for Threshold Exceptions 6-5 ■ Backing Up Filesystems and Subdirectories 6-6 ■ Adding an Additional Announcement Set 6-8 ■ Replacing an MO disk 6-8 ■ Replacing a Removable Tape 6-8 ■ Cleaning a Tape 6-8 ■ Recovering Backed-up Filesystem Information 6-9 DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 Contents vii ■ 7 8 9 Customizing Announcements 6-9 What Are Fragments and Announcements 6-9 System and Administrative Announcement Sets 6-12 DEFINITY AUDIX Announcement Sets 6-12 Custom Announcement Sets 6-12 Creating a New Announcement Set 6-13 Variables in Announcements 6-18 Changing the Default Call Answer Greeting 6-20 Changing the Default Voice Mail Greeting 6-21 Alarms, Logs, and Audits 7-1 ■ Overview 7-1 ■ Error and Alarm Handling 7-1 ■ Error and Alarm Logs 7-2 ■ Administration Log 7-3 ■ Activity Log 7-3 ■ Demand and Periodic Audits 7-6 Traffic Reports 8-1 ■ Overview 8-1 ■ Traffic Report Summary 8-2 ■ AUDIX Administration and Data Acquisition Package 8-5 ■ Activating Traffic Collection 8-5 ■ Data Retention Requirements 8-6 ■ Using DEFINITY AUDIX Traffic Reports 8-7 ■ Interpreting the Community Reports 8-7 ■ Interpreting the Feature Reports 8-8 ■ Interpreting the Load Reports 8-12 ■ Interpreting the Special Features Reports 8-14 ■ Interpreting the Subscriber Reports 8-15 Automated Attendant 9-1 ■ Overview 9-1 ■ Multilingual Automated Attendants 9-3 ■ How Automated Attendants Work 9-5 ■ Prerequisite Conditions 9-6 ■ Using Rotary Phones with an Automated Attendant 9-6 DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 Contents viii ■ ■ Setting Up an Automated Attendant Step 1: Defining the Attendant 9-7 Step 2: Administering the Attendant Menu 9-8 Step 3: Recording the Attendant Menu 9-10 Step 4: Listing Automated Attendants 9-11 Setting Up a Call Routing Table 9-12 Overview 9-12 Setting up a Business Schedule 9-12 Setting up a Holiday Schedule 9-14 Filling in the Routing Table 9-15 ■ Testing Your Menu Tree 9-16 ■ Automated Attendant Examples 9-17 Setting Up a Main Attendant 9-17 Setting Up Nested Attendants 9-19 Setting Up Shared Extensions 9-20 Setting Up Non-Resident Subscriber Extensions 9-21 Setting Up Bulletin Board Directories 9-23 Using Multiple Greetings for Automated Attendants 9-24 10 Ongoing System Security ■ 11 9-7 Minimizing Toll Fraud Lucent INTUITY Message Manager and LAN Considerations 10-1 10-4 11-1 Lucent INTUITY Message Manager Client Software 11-2 ■ Number of Subscribers and IMM Sessions 11-2 ■ Administering the DEFINITY AUDIX System as a LAN Server 11-3 ■ ■ Activating the IMM Feature 11-3 Completing the System-Parameters IMAPI-Options Screen 11-3 Enabling Subscribers to Use IMM 11-6 Referencing the DEFINITY AUDIX System by Name 11-8 DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 Contents ix ■ Handling Problems with Service 11-8 Verifying the Server Communicates with the LAN 11-9 Verifying IMM Client Administration 11-9 Testing the LAN Connection 11-9 Resetting the DEFINITY AUDIX Server 11-9 ■ Rebooting the Client PC 11-10 ■ Rebooting the DEFINITY AUDIX Server 11-10 ■ Verifying Server Communications with Another LAN Address 11-10 ■ Handling LAN Problems 11-11 ■ Handling Problems with the IMM Client 11-11 ■ Monitoring Traffic and Regulating Performance 11-11 Balancing Server Login Sessions with Voice Ports 11-11 Employing Other Performance Controls A Communicating with Subscribers 11-12 A-1 ■ Subscriber Change-Request Form A-1 ■ Subscriber Survey A-3 ■ Welcome to the DEFINITY AUDIX System A-7 ■ Template Letter for the Multilingual Feature A-10 ■ Template Letter for AMIS Analog Networking A-11 ABB Abbreviations ABB-1 GL Glossary GL-1 IN IN-1 Index DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 Contents x DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 About This Document Intended Audiences xi About This Document This document describes how to administer the Lucent DEFINITY® AUDIX® System. Since the DEFINITY AUDIX System provides one of two types of switch integration methods — either the display set (DS) type or the control link (CL) type — this document also discusses the differences in the features between the two modes as well as the differences in administration procedures. It covers ongoing administration strategies considering both DS and CL integration and also provides background and conceptual information, special considerations, and ramifications of administrative functions for each integration type. This document is designed to allow the DEFINITY AUDIX system administrator to quickly find information about performing specific administrative tasks. Its focus is on how, when, and why to perform these tasks. Use this document with its companion reference, DEFINITY AUDIX System R3.2 — Screens Reference, 585-300-211 or DEFINITY AUDIX System Release 4.0 Screens Reference, 585-300-213, which contains detailed information about each administration screen that is used to perform DEFINITY AUDIX system administration. Intended Audiences This document is intended for the person(s) who administers the DEFINITY AUDIX system. Prerequisite Skills or Knowledge This document does not assume prerequisite skills or knowledge. However, training for DEFINITY AUDIX system administration is available and is strongly recommended. DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 About This Document How This Document Is Organized xii How This Document Is Organized ■ Chapter 1, ‘‘Introduction’’, provides an overview of the DEFINITY AUDIX system administration process and outlines the responsibilities of the DEFINITY AUDIX system administrator. ■ Chapter 2, ‘‘Preparing for DEFINITY AUDIX System Operation’’, describes initial administration prerequisites and your initial administration tasks. Special considerations for DS and CL integration are addressed. ■ Chapter 3, ‘‘Feature Administration’’, describes procedures for activating and using DEFINITY AUDIX features, including outcalling, bulletin board, broadcast messages, sending restrictions, and priority messaging. It also describes which features are available for each type of switch integration. ■ Chapter 4, ‘‘Ongoing Preventive Maintenance’’, describes the responsibilities of the DEFINITY AUDIX system administrator and lists preventive maintenance procedures that should be performed on a daily, weekly, or monthly basis. ■ Chapter 5, ‘‘Ongoing Subscriber Administration’’, describes how to add, change, and remove subscribers. ■ Chapter 6, ‘‘Ongoing Data Administration’’, describes how DEFINITY AUDIX data are organized, how to backup filesystems, and how to customize the default call answer and voice mail greetings. ■ Chapter 7, ‘‘Alarms, Logs, and Audits’’, describes how alarm and error logs are generated by DEFINITY AUDIX background tests and also describes the various audits that are performed automatically or manually to update filesystems and correct problems in the system. ■ Chapter 8, ‘‘Traffic Reports’’, describes DEFINITY AUDIX traffic reports, how to interpret them, and how to make appropriate corrections. It also compares traffic and performance (per port) for DS and CL integration. ■ Chapter 9, ‘‘Automated Attendant’’, describes how to set up and maintain DEFINITY AUDIX automated attendants. ■ Chapter 10, ‘‘Ongoing System Security’’, provides suggestions for both modes of switch integration about making your DEFINITY AUDIX system secure and minimizing toll fraud. ■ Chapter 11, ‘‘Lucent Intuity Message Manager and LAN Considerations’’, provides information for handling DEFINITY AUDIX system administration and other issues associated with the Lucent INTUITY Message Manager. ■ Appendix A, ‘‘Communicating with Subscribers’’, contains sample change-request, user information, and user feedback survey forms to customize and distribute to subscribers. A Glossary, Abbreviations, and Index also are included in this document. DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 About This Document How to Use This Document xiii How to Use This Document This document describes administrative strategies and procedures for the DEFINITY AUDIX System. Use this document in conjunction with DEFINITY AUDIX System R3.2 — Screens Reference, 585-300-211 or DEFINITY AUDIX System Release 4.0 Screens Reference, 585-300-213. The screens reference documents contain specific instructions for using each screen. Conventions Used in This Document The following typographic conventions are used in this document: ■ Information that appears on your terminal screen — including displays, field names, prompts, and error messages — is shown in constant-width type. Information that you are to type just as it appears in the document is shown in constant-width bold type. Here is an example: At the when? prompt, type no If the system is not yet ready to receive your input, you receive the following error message: #1: System is not ready; try again in five minutes. ■ Terminal keys that you are to press are shown in boxes. For example, an instruction to press the return, carriage return, or equivalent key might appear in this document as: Press ■ . Two or three keys that you are to press at the same time (that is, you are to hold down the first key while pressing the second key and, if appropriate, the third key as well) are enclosed together, separated by hyphens, in a curved-edge box. For example, an instruction to press and hold ALT while typing the letter “d” appears in this document as: Press ■ RETURN ALT D . Variables for which you or the system substitute a word specific to your own application are shown in italic type. For example, an error message that appears on the screen with the name of your own specific filename might appear generically in this document as: Your file filename is formatted incorrectly. DEFINITY AUDIX System Administration 585-300-507 Issue 7 May 1999 About This Document Related Resources xiv Related Resources The DEFINITY AUDIX System Screens Reference is the companion document for this book. It contains a description of all DEFINITY AUDIX screens and an explanation of each field on each screen. Refer to the DEFINITY AUDIX System Screens Reference that is appropriate for your version of the DEFINITY AUDIX system: ■ DEFINITY AUDIX System Release 3.2 Screens Reference, 585-300-211 ■ DEFINITY AUDIX System Release 4.0 Screens Reference, 585-300-213 For a list of all documents related to the DEFINITY AUDIX System see the Lucent Technologies Product Publications Catalog website at www.lucent.com/enterprise/documentation. DEFINITY AUDIX System Administration 585-300-507 About This Document Customer Care Center Information Issue 7 May 1999 xv Customer Care Center Information The Lucent National Customer Care Center is a centralized telephone information service that provides a fast and convenient way for DEFINITY AUDIX administrators and technicians to report problems and get information about DEFINITY AUDIX capabilities and administration procedures. Calls to the customer care center are handled by Lucent personnel using an automated tracking system. You only need to identify yourself, the name of your company, and the IL or main listed number of your DEFINITY AUDIX system to the support representative who answers your call. (Of course, if your company has multiple locations of DEFINITY AUDIX systems, you may need to provide more identifying details to the support representative, such as your location or the name of your system.) Once you have established your identity, your pertinent information (name, location, configuration, maintenance contract information, recent system trouble history) is displayed on the support representative’s screen. The support representative can then answer your questions or help you isolate and solve your problem either by talking you through a particular troubleshooting procedure or by remotely accessing your system and performing the troubleshooting procedure. National Customer Care Center 1-800-242-2121 (800 numbers are valid in the U. S. only.) Non-U.S. customers contact your Remote Service Center or Center of Excellence for assistance. Who Should Call the Customer Care Center The customer care center is intended to provide support for DEFINITY AUDIX administrators and technicians. DEFINITY AUDIX subscribers should not call the center directly. Instead, subscribers should direct their questions or problems to their DEFINITY AUDIX administrator, who can solve most routine subscriber issues or call the center for assistance. What to Do Before You Call Gather all relevant facts prior to calling the customer care center. Alarm reporting should include the resource type, location, and fault code found on the Display Alarms screen. You should also display the Activity Log when reporting a subscriber’s problem with his/her mailbox. DEFINITY AUDIX System Administration 585-300-507 About This Document How to Make Comments About This Document Issue 7 May 1999 xvi What Does the Center Cost Basic service is provided at no extra cost to customers who have warranty or maintenance contracts. The customer care center is available to other DEFINITY AUDIX users on a fee-per-call basis. How to Make Comments About This Document We are interested in your suggestions for improving this document. Please send your comments and suggestions to: Lucent Technologies OMD Technical Publications Room 22-2X57 11900 North Pecos Street Denver, Colorado 80234 Send email comments to: octeltechpubs@lucent.com DEFINITY AUDIX System Administration 585-300-507 1 Issue 7 May 1999 Introduction Overview 1-1 Introduction 1 This chapter provides an overview of the DEFINITY AUDIX system administration process and outlines the responsibilities of the DEFINITY AUDIX system administrator. Overview The DEFINITY AUDIX system is a voice mail system — a computerized method of using a touch-tone telephone to send and receive verbal messages (voice mail). The DEFINITY AUDIX system allows subscribers (individuals who have DEFINITY AUDIX service) to use keypad commands on a touch-tone telephone to create, edit, send, receive, save, and delete voice mail messages. The DEFINITY AUDIX system also can answer calls for subscribers and record verbal messages from callers. Lucent INTUITY Message Manager (IMM) offers a visual interface for the DEFINITY AUDIX system at a personal computer that has IMM client software and local area network access to the DEFINITY AUDIX server. DEFINITY AUDIX system administration is the ongoing process of making the DEFINITY AUDIX system work to the satisfaction of each subscriber. The administrator is responsible for making the system work efficiently from both the system side and the user side. This requires both technical and interpersonal skills and is an ongoing responsibility that can take many forms, including the following: ■ Setting up subscribers and customizing their service options ■ Recording voice fragments, including subscriber names and customized system announcements ■ Coordinating switch and DEFINITY AUDIX system administration when new features are activated DEFINITY AUDIX System Administration 585-300-507 1 Issue 7 May 1999 Introduction Administrative Interface ■ Analyzing audits and traffic reports and taking corrective action when appropriate ■ Establishing and maintaining communication with the subscriber community, responding to problems, and correcting misconceptions ■ Troubleshooting and correcting problems as they occur 1-2 As the administrator, you must also be acquainted with the two possible types of switch integration used by your DEFINITY AUDIX System. Display Set (DS) integration provides voice mail integration with the switch through use of display and other messages sent from the switch to the port board. The control link (CL) mode connects to the switch using the BX.25 control link. Some of the features and capabilities available to you will vary slightly depending on which mode of integration is used by your company. Differences between the two modes will be discussed as relevant throughout this document. Administrative Interface The DEFINITY AUDIX system administrative interface is made up of a series of interactive screens you display on your system administration terminal. Each screen consists of fields that display information or require information to be entered. ■ Various administrative screens are used to add, change, remove, or display information relating to the DEFINITY AUDIX system and its subscribers. Each administrative and maintenance screen is described in the DEFINITY AUDIX System Screens Reference. In these documents, Chapter 1 contains complete instructions for using the administration terminal to access the DEFINITY AUDIX system screens; Chapter 2 provides tables to help you locate the screens easily. DEFINITY AUDIX System Administration 585-300-507 1 Introduction Types of Administration Issue 7 May 1999 1-3 Types of Administration The DEFINITY AUDIX system administration process includes four distinct types of administration: ■ Switch administration — Establishes communications between the DEFINITY AUDIX system and the switch and specifies Call Answer (CA) coverage paths and Leave Word Calling (LWC) translations for individual subscribers. As the DEFINITY AUDIX system administrator, it is your responsibility to ensure that all required switch administration is completed at the appropriate time before DEFINITY AUDIX initial administration and on an ongoing basis as new subscribers are added to your DEFINITY AUDIX system. Switch administration requirements and ramifications are described in Chapter 2, ‘‘Preparing for DEFINITY AUDIX System Operation’’. ■ System administration — Includes tasks you perform to establish system parameters and activate or deactivate DEFINITY AUDIX features. Some tasks are performed during initial administration by Lucent technical personnel, and some are performed by you as required as part of your DEFINITY AUDIX system administration. DEFINITY AUDIX system administration requirements and ramifications are described in Chapter 2, ‘‘Preparing for DEFINITY AUDIX System Operation’’, and Chapter 3, ‘‘Feature Administration’’. ■ Subscriber administration — Includes tasks you perform to add new subscribers to your DEFINITY AUDIX system and to change or remove existing subscribers as their DEFINITY AUDIX system requirements change. These tasks are performed during initial administration by Lucent technical personnel and later by you as required as part of your DEFINITY AUDIX system administration. Subscriber administration requirements and ramifications are described in Chapter 3, ‘‘Feature Administration’’, and Chapter 5, ‘‘Ongoing Subscriber Administration’’. ■ Data administration — Includes monitoring filesystem space, backing up data, recovering backed-up data, and creating customized system voice announcements. These tasks are performed as required as part of your DEFINITY AUDIX system administration. Data administration and ramifications are described in Chapter 6, ‘‘Ongoing Data Administration’’. All types of administration except switch administration are performed using the DEFINITY AUDIX system administrative screens. DEFINITY AUDIX System Administration 585-300-507 1 Introduction Administrative Phases Issue 7 May 1999 1-4 Administrative Phases DEFINITY AUDIX system administration occurs in three sequential phases that are addressed in this document: ■ Planning administration — Includes checking prerequisite switch administration and organizing information for input during initial administration. It is important for you to be involved in the system configuration process to learn as much as possible about system features and equipment and about how the DEFINITY AUDIX system interconnects with the switch. Refer to Planning for the DEFINITY AUDIX System, 585-300-904, or Planning for the DEFINITY AUDIX System Release 4.0, 585-300-602 for a description of this phase of DEFINITY AUDIX administration. ■ Initial administration — Includes initial system, data, and subscriber administration that must be completed before the DEFINITY AUDIX system can be used by the general user population. Much of this phase is described in DEFINITY AUDIX System — Installation and Upgrade, 585-300-111, or Installation and Switch Administration for the DEFINITY AUDIX System Release 4.0, 585-300-122. It is generally performed by Lucent technical personnel. It is during this phase that Lucent sets up the switch integration method selected by your company. ■ Ongoing administration — Includes all administrative activities that are performed during normal DEFINITY AUDIX system operation after initial administration, including: — Subscriber administration — Feature administration — Preventive maintenance — Data administration — Monitoring alarms, logs, and audits — Traffic reports — Setting up automated attendants — System security This ongoing phase of DEFINITY AUDIX system administration is described in this document. Each phase in the administration process may include one or more of the administration types (switch, system, subscriber, data) that were introduced in the previous section. DEFINITY AUDIX System Administration 585-300-507 1 Introduction System Management Tools Issue 7 May 1999 1-5 System Management Tools DEFINITY AUDIX system management involves evaluating information about your system’s performance and taking appropriate actions. This task is part of your ongoing administrative responsibilities. System management information is generated from the following sources: ■ Alarms, logs, and audits — DEFINITY AUDIX system diagnostic programs recognize and/or resolve problems that may occur within system files. The Activity Log is a unique type of log that does not generate error or alarm notifications but tracks and displays a history of activities involving subscriber mailboxes. Other diagnostic programs that monitor the system while running in the background find errors as they occur and run internal tests or audits that attempt to correct problems. If problems cannot be corrected internally, they are logged as faults that generate alarms. System audits run automatically each night or as administered using the DEFINITY AUDIX system administration screens. Audits also are run automatically when faults are logged by software during normal DEFINITY AUDIX system operation. These processes are described in Chapter 7, ‘‘Alarms, Logs, and Audits’’. ■ Traffic reports — DEFINITY AUDIX report-generating programs collect data about your system’s activities during specified hours, days, or months. These reports are used to evaluate actual system use compared to projected use and are helpful in predicting your future equipment requirements. Traffic reports are described in Chapter 8, ‘‘Traffic Reports’’. ■ AUDIX Administration and Data Acquisition Package (ADAP) — Collects and transfers DEFINITY AUDIX screens data (such as subscriber, traffic, and billing information) to a PC from the DEFINITY AUDIX system administration terminal port. The data is transferred to a PC database and stored in a format compatible with dBASE III PLUS™. Once this data is collected and downloaded to a PC, it can be presented in standard reports generated by ADAP, or programs can be written to present this data in formats that fit your specific needs. This software package is described in AUDIX Administration and Data Acquisition Package, 585-302-502. DEFINITY AUDIX System Administration 585-300-507 1 Issue 7 May 1999 Introduction DEFINITY AUDIX Administrator Responsibilities 1-6 DEFINITY AUDIX Administrator Responsibilities Your responsibilities as a DEFINITY AUDIX system administrator include the following tasks: ■ Performing the initial system administration tasks such as changing the system password, customizing system announcements (optional), setting up the automated attendants, and distributing documentation to subscribers. This administration is described in Chapter 2, ‘‘Preparing for DEFINITY AUDIX System Operation’’. ■ Determining which DEFINITY AUDIX features to make available to subscribers and performing system and subscriber administration that activates, deactivates, modifies, or monitors these features. This administration is described in Chapter 3, ‘‘Feature Administration’’. ■ Performing ongoing daily, weekly, and monthly preventive maintenance tasks to monitor system performance. This administration is described in Chapter 4, ‘‘Ongoing Preventive Maintenance’’. ■ Performing ongoing subscriber administration to add, change, and remove subscribers as new employees are added to the DEFINITY AUDIX system, as new features are made available, and as subscribers change locations or leave your company. This administration is described in Chapter 5, ‘‘Ongoing Subscriber Administration’’. ■ Performing ongoing data administration including backing up filesystems, customizing system greetings, and changing announcement versions. This administration is described in Chapter 6, ‘‘Ongoing Data Administration’’. ■ Monitoring system alarms, the administration log, and system audits to ensure that your system is performing properly and to correct administrative errors that may occur. This administration is described in Chapter 7, ‘‘Alarms, Logs, and Audits’’. ■ Monitoring traffic reports that provide detailed information about the DEFINITY AUDIX system and subscribers to ensure that your system is performing properly and to spot potential problems and trends that may require intervention on your part. This administration is described in Chapter 8, ‘‘Traffic Reports’’. ■ If you use AUDIX ADAP collection features, you also may be responsible for setting up these features, collecting raw data from the DEFINITY AUDIX system on a PC, and producing additional traffic and financial management reports. AUDIX ADAP is described in AUDIX Administration and Data Acquisition Package, 585-302-502. DEFINITY AUDIX System Administration 585-300-507 1 Issue 7 May 1999 Introduction DEFINITY AUDIX Administrator Responsibilities 1-7 ■ If you are using the Audio Messaging Interchange Specification (AMIS) Analog Networking feature or the Message Delivery feature, you will be responsible for initial and ongoing administration of these features. This administration is described in AMIS Analog Networking , 585-300-512. ■ If you use the Automated Attendant feature, you also will be responsible for setting up and managing automated attendants. This administration is described in Chapter 9, ‘‘Automated Attendant’’. ■ Maintaining and monitoring the DEFINITY AUDIX system for system security. Security issues and preventive measures are described in Chapter 10, ‘‘Ongoing System Security’’. ■ If you are using INTUITY Message Manager, coordinating with your Local Area Network (LAN) administrator when administering the DEFINITY AUDIX system as a server on a LAN and when isolating problems to the server or the LAN. ■ Interacting with your subscribers, ensuring that they are properly trained, correcting their misconceptions, troubleshooting their problems, and listening to their needs. ■ Understanding how your DEFINITY AUDIX system works so that you can fix problems as they occur and also anticipate problems before they occur. This information is contained throughout this document and the entire DEFINITY AUDIX system documentation package, through administrator training classes, and through the AUDIX helpline. DEFINITY AUDIX System Administration 585-300-507 1 Introduction DEFINITY AUDIX Administrator Responsibilities Issue 7 May 1999 1-8 DEFINITY AUDIX System Administration 585-300-507 2 Issue 7 May 1999 Preparing for DEFINITY AUDIX System Operation Overview Preparing for DEFINITY AUDIX System Operation 2-1 2 This chapter describes the administrative activities that you should complete before subscribers start using the DEFINITY AUDIX system. Overview Your responsibilities during the initial administrative phase begin after the Lucent service technicians at your site have installed the DEFINITY AUDIX system, performed (with you) acceptance tests to verify that the system is working properly, set up the switch integration method selected by your company, and administered the DEFINITY AUDIX system subscribers. Activities described in this chapter are listed in the order in which they should be performed during this phase. During the ongoing administration phase, you may need to perform some of these activities again on a regular basis, though not necessarily in the order listed here. Your initial tasks include the following: ■ Logging into the DEFINITY AUDIX system through the administration terminal ■ Creating your own personal password for security ■ Setting the system password NOTE: The system password that you set affects only the cust login. The Lucent Technical Services Organization (TSO) maintains separate passwords so that they can perform remote maintenance activities on your system as appropriate. DEFINITY AUDIX System Administration 585-300-507 2 Preparing for DEFINITY AUDIX System Operation Initial Administration Prerequisites Issue 7 May 1999 2-2 ■ Deciding how you will administer DEFINITY AUDIX system data, including backing up and recovering data and customizing system announcements ■ Customizing system announcements and/or fragments (optional) ■ Customizing automated attendants ■ Distributing appropriate DEFINITY AUDIX system documentation to new subscribers Besides the tasks in the list above, there are a number of other tasks that also might be completed during this preparatory phase. For example, you could modify default values in certain fields on the administrative forms. However, you may wish to wait until the system has been in use for some time before changing the defaults. This will give you a chance to evaluate actual usage requirements and make changes based on those requirements. Initial Administration Prerequisites Before you can begin your phase of initial administration, you must verify that the necessary switch administration has been completed, and you must know how to use the DEFINITY AUDIX administration terminal to access and modify DEFINITY AUDIX administrative screens. Switch Administration Switch administration sets up communications between the DEFINITY AUDIX system and the switch and defines where the DEFINITY AUDIX system fits in the call-coverage paths of individual DEFINITY AUDIX subscribers. This administration is performed by Lucent technical personnel during DEFINITY AUDIX system installation. Before you begin DEFINITY AUDIX system administration, verify with your switch administrator and/or Lucent personnel that the switch administration has been completed. Refer to Switch Administration for the DEFINITY AUDIX System, 585-300-509, or Installation and Switch Administration for the DEFINITY AUDIX System Release 4.0, 585-300-122 for specific switch administration requirements for your switch type and the switch integration method that is being used. DEFINITY AUDIX System Administration 585-300-507 2 Issue 7 May 1999 Preparing for DEFINITY AUDIX System Operation Initial Administration Prerequisites 2-3 Using the Administration Terminal and Administrative Forms DEFINITY AUDIX system administration is performed at a data terminal or PC connected to the DEFINITY AUDIX administration port. The following terminals are supported for the DEFINITY AUDIX system: ■ 513 ■ 4410 ■ 4425 ■ 5420 ■ PC (using the ADAP package) ■ 715 (The 715 terminal provides the ability to toggle back and forth between the DEFINITY AUDIX system and switch administration screens. ■ DEFINITY G3 Management Applications (G3-MA). For more information on the G3-MA, refer to DEFINITY Communications System Generic 3 Management Applications Operations, 585-229-202, and DEFINITY Communications System Generic 3 Management Applications Quick Guides, 585-229-204. The terminal should have been installed and tested during DEFINITY AUDIX system installation. The screens displayed on the administrative terminal, called the DEFINITY AUDIX administrative screens, are used to add, change, remove, or display information relating to the DEFINITY AUDIX system and its subscribers. Online help is available when you are using administrative screens. This program provides three levels of information: path-line help, screen help, and field help. All three levels of help information are available for every administrative and maintenance screen. For more information about using DEFINITY AUDIX screens and online help, refer to the DEFINITY AUDIX System Screens Reference. DEFINITY AUDIX System Administration 585-300-507 2 Issue 7 May 1999 Preparing for DEFINITY AUDIX System Operation Passwords 2-4 Passwords This section describes the login and system passwords. There are four login IDs that can access DEFINITY AUDIX screens. One of these is the cust login, which is specifically allocated for administration. This is the only login that you, the system administrator, will use. The other login IDs are reserved for Lucent personnel and are used to install the DEFINITY AUDIX system and to perform remote maintenance operations on your system as appropriate. The DEFINITY AUDIX system is delivered with a default password for the cust login. The system technicians who install your system may assign login passwords to one or more of the Lucent login IDs but they will not change the login password for the cust login ID. You should change the password for the cust login as described in the next section. The system password is a second level of system security for the cust login. Only you, the DEFINITY AUDIX system administrator, have the ability to establish the system password. It will not exist until you add it as described in the next section. For maximum system security, you should change the cust login password and the system password periodically. See Chapter 10, ‘‘Ongoing System Security’’, for information on choosing and changing passwords to maintain a high level of system security. Customer Initial Administration Tasks This section describes the tasks that you should perform once you have received your DEFINITY AUDIX system. Task 1: Logging into the DEFINITY AUDIX System To administer your DEFINITY AUDIX system, you must first log in at your administration terminal. To log in: 1. Enter cust (the administrative login ID) at the login prompt. 2. Enter custpw (the default login password) at the password prompt. 3. Press RETURN at the system password prompt. 4. Enter 513 or the appropriate terminal type at the terminal type prompt. DEFINITY AUDIX System Administration 585-300-507 2 Issue 7 May 1999 Preparing for DEFINITY AUDIX System Operation Customer Initial Administration Tasks 2-5 After you have logged in, the screen displays: From this screen you can access DEFINITY AUDIX screens to perform administration tasks or type logoff. Task 2: Changing Your Passwords After you are logged in, change the default login password and the system password to passwords of your choosing. Change the Login Password Change the login password for the cust login ID. You will use this new password with the cust login ID each time you log in to perform DEFINITY AUDIX system administration. Use the Password screen to change your login password. Refer to the DEFINITY AUDIX System Screens Reference for a complete description of this screen. DEFINITY AUDIX System Administration 585-300-507 2 Issue 7 May 1999 Preparing for DEFINITY AUDIX System Operation Customer Initial Administration Tasks 2-6 Change the System Password Change the system password. You will use this new system password each time you log in to perform DEFINITY AUDIX system administration. Use the System-Parameters Password screen to change the system password. Refer to the DEFINITY AUDIX System Screens Reference for a complete description of this screen. NOTE: If you forget your login ID, your login password, or the system password once you have changed them, you must contact the AUDIX Helpline to reassign the system default password or login ID. This is a complicated procedure that may require re-entering system translations and other information, and this may incur charges for the Technical Services Organization (TSO) engineer’s time. Some of this information may be difficult to duplicate. Therefore, do not forget your login ID or passwords. Task 3: Customizing System Announcements Your DEFINITY AUDIX system comes with the announcement sets that you chose for your system. You may customize these announcement sets for your company. Refer to Customizing Announcements in Chapter 6, ‘‘Ongoing Data Administration’’. This section of Chapter 6 also provides procedures for Changing the Default Call Answer Greeting and Changing the Default Voice Mail Greeting. You should verify that the system announcements are suitable for your application before you allow subscribers to begin using the DEFINITY AUDIX system. Task 4: Customizing Automated Attendants The Automated Attendant feature allows you to set up automatic answering services that provide callers with a voice menu of options for transferring calls to other extensions. For example, an automated attendant can answer your company’s phone and prompt callers to dial extensions directly if they know the number or to press the appropriate key on their touch-tone phones in response to voiced menu options. The automated attendant can have as many as 10 menu options, corresponding to the buttons 0 through 9 on a touch-tone telephone. If possible, you should customize automated attendant announcements before you allow subscribers to use the DEFINITY AUDIX system. However, you will probably find that the way the automated attendant feature is used will change with system usage. Customizing automated attendants and announcements is discussed in detail in Chapter 9, ‘‘Automated Attendant’’. DEFINITY AUDIX System Administration 585-300-507 2 Issue 7 May 1999 Preparing for DEFINITY AUDIX System Operation Customer Initial Administration Tasks 2-7 Task 5: Distributing Documentation to Subscribers At this point, it is important for you to provide your subscribers with the appropriate documentation to help them use the DEFINITY AUDIX system properly. Appendix A, ‘‘Communicating with Subscribers’’, includes several template letters that you can customize and distribute to subscribers to help you in this endeavor. Select the appropriate template and make the necessary changes. The following DEFINITY AUDIX documentation is recommended also: ■ A Portable Guide to Voice Messaging , 585-300-701 ■ Voice Messaging Quick Reference, 585-300-702 ■ Multiple Personal Greetings Quick Reference, 585-300-705 ■ Voice Messaging Wallet Card , 585-300-704 ■ Voice Messaging Business Card Stickers, 585-304-705 ■ Outcalling Quick Reference, 585-300-706 You should decide which documents will best suit your subscribers’ needs and then order the appropriate number of documents. Ordering information is located on the back of the title page of this document. Alternately, you can use the Guide Builder Software for AUDIX Systems, 585-310-745, to create subscriber documentation that is tailored to your company and subscriber requirements. The Guide Builder software was shipped with your system. These tools will provide your subscribers with easy-to-follow instructions for DEFINITY AUDIX operation and, as a result, will make your job much easier. DEFINITY AUDIX System Administration 585-300-507 2 Preparing for DEFINITY AUDIX System Operation What to Do After Initial Administration Issue 7 May 1999 2-8 What to Do After Initial Administration Basic DEFINITY AUDIX initial administration is now completed. At this point, you have established basic DEFINITY AUDIX service for your initial subscribers and set system parameters. Your next task is to determine which DEFINITY AUDIX features you will use and to activate or deactivate those features as required for your system. Features are discussed in Chapter 3, ‘‘Feature Administration’’. You also should review Chapter 4, ‘‘Ongoing Preventive Maintenance’’, for some insight into your ongoing responsibilities as administrator of the DEFINITY AUDIX system. Set up a daily, weekly, and monthly ongoing maintenance schedule and make it an important part of your routine. NOTE: Your DEFINITY AUDIX system has been carefully designed to be very secure. However, it is your responsibility to take administrative precautions to ensure and maintain the maximum amount of system security possible. Therefore, it is recommended that you review and follow the suggestions in Chapter 10, ‘‘Ongoing System Security’’, before allowing your subscribers to use the system. You will need to administer additional subscribers as system usage increases. These tasks are described in Chapter 5, ‘‘Ongoing Subscriber Administration’’. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Overview Feature Administration 3-1 3 This chapter describes administration you may need to perform to set up and use individual DEFINITY AUDIX system and subscriber features. DEFINITY AUDIX System — Feature Descriptions, 585-300-206, contains more detailed information and administration procedures for all features. Overview Besides the preliminary and initial administration described in Chapter 2, ‘‘Preparing for DEFINITY AUDIX System Operation’’, you may need to perform additional administration to activate or deactivate DEFINITY AUDIX features and to modify feature parameters to meet your specific requirements. You should review each feature individually and make decisions about its usage in your organization before administering your DEFINITY AUDIX subscriber population and making the system live. As detailed in Table 3-1, Feature Comparison Between Switch Integration Methods, some features are available to users of Control Link switch integration and not to users of Display Set integration, and vice versa. This table will give you an idea how some features vary for each switch integration method. In addition, each of the DEFINITY AUDIX features and their administration requirements are summarized in this chapter. NOTE: Unless otherwise noted, the feature described is available for all switch integration methods. For more information about individual features, refer to DEFINITY AUDIX System — Feature Descriptions, 585-300-206. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration AMIS Analog Networking Table 3-1. 3-2 Feature Comparison Between Switch Integration Methods Feature DS Integration CL Integration Integrated Message Notification no yes LWC stored on DEFINITY AUDIX no yes Call Transfer out of AUDIX basic basic or enhanced Call Transfer into AUDIX no* yes Time Synchronization yes yes AMIS Networking yes yes Call Screening yes no no yes 1 * 1. R available on Call Answer Transfer can be accomplished indirectly. AMIS Analog Networking Audio Messaging Interchange Specification (AMIS) Analog Networking is a DEFINITY AUDIX feature that permits subscribers to exchange voice mail messages with any other voice mail system that also has AMIS analog capabilities, anywhere in the world. Messages can be exchanged with subscribers on remote voice mail systems with AMIS capabilities, including Lucent or other vendors with AMIS capability. AMIS network outcalls will be made using the System announcement set. AMIS Analog Networking is an optional feature that is not included in the basic DEFINITY AUDIX system and must be purchased separately. You can administer a range of remote systems that can be addressed via AMIS two-step addressing; individual remote voice mail systems do not need to be administered. However, you also can choose to administer any specific remote voice mail systems with heavy AMIS analog traffic for AMIS one-step addressing (this simplifies the addressing procedure). Remote subscribers on remote systems administered for one-step addressing can be administered on the local DEFINITY AUDIX system. For complete instructions and information on AMIS Analog Networking, refer to AMIS Analog Networking , 585-300-512. AMIS Analog Networking is available for all switch integration methods. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Alarm Origination Issue 7 May 1999 3-3 Alarm Origination The Alarm Origination feature enables the DEFINITY AUDIX system to call you or a remote maintenance center when a major or minor alarm has occurred. If this feature is not activated, no call can be sent. To display the Alarm Origination feature, use the System-Parameters Maintenance screen. Announcements and Announcement Sets Up to nine announcement sets may be installed on the DEFINITY AUDIX system at one time as long as enough disk space is available for both the announcement sets and voice message storage. You can look at and modify the composition of system announcements heard by subscribers. This requires very precise intervention and is recommended only when necessary. In addition, announcement sets are available to allow you to record, change, or listen to short sections of DEFINITY AUDIX voice prompts called fragments. Announcements and announcement sets are administered via the change/remove/copy announcement, change/remove/copy annc-set, change/remove/copy fragment, and change system-parameters features screen-activation commands. The number of announcement sets available for DEFINITY AUDIX is always expanding. If you are interested in using (for example) several languages for your announcements, contact your Lucent sales outlet to acquire the most recent list of announcement sets. ADAP The AUDIX Administration and Data Acquisition Package (ADAP) is a data collection and reporting tool that transfers raw data from your DEFINITY AUDIX database to a personal computer (PC) for further analysis. This software package includes a set of menu-driven standard reports that work in conjunction with the dBASE III PLUS relational database program, and a separate MS-DOS-based command language for retrieving data from DEFINITY AUDIX database files for use in customized reports. This command language also can be used to modify subscriber data in the database files from the PC. Refer to AUDIX Administration and Data Acquisition Package, 585-302-502, for more information about setting up and using this software. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Automated Attendant Issue 7 May 1999 3-4 Automated Attendant The Automated Attendant feature allows you to set up the DEFINITY AUDIX system to answer extensions and prompt callers to press appropriate keys on their touch-tone telephones to transfer to desired extensions or leave messages for individual subscribers. You can set up any number of automated attendants, and you can nest them so that an option selected from one attendant menu dials another automated attendant to provide a completely new menu of options. Callers can be transferred directly to DEFINITY AUDIX mailboxes from automated attendant menu options without going to the switch, allowing you to efficiently handle DEFINITY AUDIX coverage for shared extensions and non-resident subscribers with an automated attendant. The first stage of an automated attendant in a multilingual environment might ask the user to select a language. Subsequent stages can implement the auto-attendant function in the language chosen. To administer an automated attendant: 1. Access the Subscriber screen. Set the Call Answer Language Choice field to “n” and press NEXTPAGE to call up the Subscriber Class Of Service Parameters screen. 2. Type auto-attendant in the PERMISSIONS, Type: field to establish the subscriber as an automated attendant. This action adds a third page to the screen, Subscriber Automated Attendant Menu, on which to administer the attendant. To access this page, press NEXTPAGE . 3. Record the attendant menu using your touch-tone telephone. You can record as many languages within the Automated Attendant as needed. Since you record the Automated Attendant menu, an Automated Attendant is not limited to two languages. If you have the Multilingual feature set to ON, Automated Attendants can use the Multiple Personal Greetings feature as long as the Call Answer Language Choice field is set to “n”. If you set the Call Answer Language Choice field to “y”, the first menu in the automated attendant should be one where the caller chooses a language (such as press 1 for English or press 2 for French Canadian); then you can set up separate menu trees for each language. Refer to Chapter 9, ‘‘Automated Attendant’’, for complete instructions on setting up and using automated attendants. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Broadcast Messages Issue 7 May 1999 3-5 Broadcast Messages The Broadcast Messages feature allows selected subscribers to send broadcast messages to all local subscribers and selected remote subscribers. Permission to send broadcast messages can be assigned on a per-subscriber basis or by class-of-service. You should limit permission to send broadcast messages to yourself or to a few selected subscribers to avoid overuse of this feature. Any user with broadcast permission can interact with the system in the language of her or his choice. The broadcaster should consider the appropriateness of broadcasting a uni-lingual message versus a multilingual message to a multilingual community. The broadcast message is seen as the first message in the subscriber’s mailbox regardless of subsequent message activity. The subscriber can retrieve, listen, save, and — if the message is not private — forward the message. Broadcast messages are not actually distributed. Instead, subscribers hear the message from a mailbox that is administered as the broadcast mailbox. Since the message is not actually sent, the sender can specify a date when the message should no longer be played. The sender can also specify whether or not notification of the message is to be provided; if so, the message activates the message-waiting indicator (MWI), stutter dial tone, and/or outcalling as if the broadcast message was a new message. NOTE: You are urged not to specify notification for broadcast messages under normal circumstances because lighting the MWI on every subscriber’s phone simultaneously can severely impact the DEFINITY AUDIX system and switch performance. Note that even if you attempt to limit the impact by scheduling the message delivery during out-of-hours, each subscriber will find their message notification mechanism active the next morning, causing a large burst of DEFINITY AUDIX system traffic. NOTE: A hearing-impaired user who uses only a teletypewriter (TTY) for communications with the DEFINITY AUDIX system will not see anything on the TTY for a voiced broadcast message. The system administrator may want to send a TTY message to TTY users informing them of the message. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Broadcast Messages Issue 7 May 1999 3-6 Setting Up the Broadcast Mailbox The broadcast mailbox is associated with a “phantom” subscriber. (A “phantom” subscriber in the DEFINITY AUDIX system is one that is administered on a Subscriber screen in the DEFINITY AUDIX system for an extension that logically exists in the DEFINITY AUDIX system but is not administered on the switch.) This phantom subscriber must be added to the system before anyone will be allowed to create and send a broadcast message or login announcement. The PERMISSIONS, Type field must be set to “none” to disallow call answer permission for this subscriber. The phantom subscriber is identified as the broadcast mailbox by a “y” in the Broadcast Mailbox? field. You must specify “y” when initially adding the phantom subscriber, because you will not be able to change the value in the broadcast mailbox later (to change the broadcast mailbox value, you must delete the subscriber record and re-enter it). The broadcast mailbox extension is identified on the System-Parameters Features screen for reference. Login ID and Password Subscribers with broadcast permission do not normally need to use the broadcast mailbox login ID and password to create broadcast messages. Therefore, consider carefully how many individuals are given the extension and password of the broadcast mailbox. The only reason to log into this mailbox is to prematurely purge a broadcast message or login announcement before its scheduled expiration time or to scan the mailbox to see what broadcast messages are present. If you scan messages in the broadcast mailbox, do not press * D while scanning messages (the message being scanned will be totally deleted from the system and no one will hear that message again). Message Storage and Deletion When a subscriber with broadcast permission creates a broadcast message, the message is stored in the subscriber’s outgoing mailbox until the scheduled delivery time when it is delivered to the broadcast mailbox. The subscriber can change the message’s text and status prior to delivery the same as any voice mail message originated by the subscriber. After the message is delivered to the broadcast mailbox, it is no longer owned by the originator and can be deleted only by logging in to the DEFINITY AUDIX system using the broadcast mailbox extension and password. Broadcast messages are deleted automatically two days after the delivery date unless otherwise specified during message creation. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Broadcast Messages 3-7 The size of the broadcast mailbox is defined on the Subscriber screen. The maximum length of individual broadcast messages is defined by each originator’s maximum message length on page 2 of the Subscriber screen. A maximum of 16 messages can be in the broadcast mailbox at one time. However, because broadcast messages will be presented to subscribers before their other messages, use restraint with this feature to avoid overwhelming subscribers with message headers that must be scanned before they can hear their personal messages. The List Measurements Feature and List Measurements Subscriber screens include information about the number of broadcast messages that are sent during their respective reporting periods. Administration To administer broadcast messaging: 1. Choose one of the following: ■ If permission to create broadcast messages is by class-of-service, use the List Subscriber screen (or the AUDIX ADAP) to verify that only the intended subscribers are members of that class-of-service. Then set broadcast permission to “both” or “voice” on the appropriate Class of Service screen. ■ If permission to create broadcast messages is on a per-subscriber basis, set broadcast permission to “both” or “voice” on the Subscriber screen for each individual subscriber who will have that permission. 2. Set up a phantom subscriber for the broadcast mailbox on the Subscriber screen using a DEFINITY AUDIX extension that is not administered at the switch. Set the Broadcast Mailbox? field to “y” (you must set the broadcast mailbox to “y” when you initially create the phantom subscriber because you cannot change the field on an existing subscriber). Set PERMISSIONS, Type to “none” for this subscriber. Make sure the mailbox size is large enough to hold at least 16 messages, and that incoming mailbox retention times are longer than the number of days you will want to keep broadcast messages active in your system. To create a broadcast message: 1. Using your touch-tone phone, log in to the DEFINITY AUDIX system as a subscriber who has broadcast permission, and press 1 to record a message. 2. Record the message, and press # to approve the message. 3. Indicate that there are no additional recipients by pressing # . 4. Press 8 in response to the voice prompts to make the message a broadcast message. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Broadcast Messages Issue 7 May 1999 3-8 5. If you want the message to be private, press 1 in response to the voice prompts, and subscribers will be unable to forward the message. In the delivery options menu, you also can specify filing or future delivery. Press 4 to file a copy of your broadcast message. Press 3 to specify delivery for some time in the future. 6. Optionally, press * M to hear the second-level broadcast options menu, and then press 1 to notify recipients of the broadcast message (not recommended under normal circumstances) or 2 to change the message expiration date from the default (two days after delivery date) up to a year in the future. Press # as prompted to approve your broadcast option changes, and return to the delivery options menu. 7. Press # in response to the voice prompts to approve the delivery options. Note that the broadcast messages you create are “delivered” into one and only one mailbox, the special broadcast mailbox. Subscribers will hear broadcast messages from this broadcast mailbox, although they will have the perception that the messages are in their own mailboxes. Subscribers must press * D after hearing a broadcast message, or the DEFINITY AUDIX system will make a copy of that message in the subscriber’s mailbox in the unopened or old category, depending on whether or not they listened to the message body. To change or delete a broadcast message: ■ To change the message text or delivery instructions before the scheduled delivery, log in to the DEFINITY AUDIX system using the extension and password of the person who created the message, press 4 to check outgoing messages, and edit as you would for any outgoing message. To change message options (broadcast, private, notification), activate or deactivate options as prompted. To change broadcast options (notification, expiration date), press * M at the delivery options menu to hear the broadcast options menu and make changes as appropriate. ■ To purge a broadcast message after the scheduled delivery but before the expiration date, log in to the DEFINITY AUDIX system using the extension and password of the broadcast mailbox, scan the incoming mailbox until you find the broadcast message you wish to purge, and press * D to delete it. NOTE: If you delete a broadcast message that has had message waiting notification turned on, it will take the system an audit cycle to turn off all the Message Waiting Indicators (MWIs). To minimize subscriber confusion, if a broadcast message with message waiting notification is deleted from the broadcast mailbox or expires while MWIs are lit for it, subscribers will hear a message, “Broadcaster has deleted this broadcast message” when they respond to the broadcast message notification. This new broadcast deleted message will be purged from subscriber mailboxes when the nightly audits run and MWIs that are still lit will be turned off at that time. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Bulletin Board Issue 7 May 1999 3-9 Bulletin Board The Bulletin Board feature allows you to set up extensions that callers can dial to hear recorded messages. The message is actually the personal greeting of the extension assigned to the bulletin board. Bulletin board extensions also can be included on automated attendant menus. To administer a bulletin board: 1. Use the Subscriber screen to create a bulletin board subscriber. If callers want to reach the bulletin board directly, use an extension administered at the switch. Otherwise, use an unadministered extension. This is the extension you will use for the bulletin board. Assign this subscriber a name that describes its function (for directory purposes), and assign the PERMISSIONS, Type field to “bulletin-board” or create a class-of-service for bulletin boards using the Class of Service screen. 2. Using your touch-tone telephone, log in to the DEFINITY AUDIX system as the subscriber you just created, and record the bulletin board message as that subscriber’s personal greeting. 3. To test your administration, you can call the bulletin board extension if it has been administered on the switch. Refer also to the Multiple Personal Greetings feature, which describes how to establish up to nine different personal greetings that may be activated automatically during specified time periods (such as prime time or out-of-hours) or depending on the caller (such as internal or external). This feature may be useful for bulletin boards. Call Answer The Call Answer feature allows the DEFINITY AUDIX system to answer calls for subscribers who are busy or unavailable. The system greeting for a subscriber with the Call Answer Language Choice field set to “y” on the Subscriber screen includes an announcement in the secondary language instructing the user to enter *1 for the secondary language. Subscribers may record personal greetings that will be played automatically when the DEFINITY AUDIX system answers calls for them. If subscribers have a primary and a secondary language, they should record greetings in both languages; and, the primary language greeting should instruct the caller to press *1 to switch to the secondary language. Refer to Appendix A, ‘‘Communicating with Subscribers’’, for a Template Letter for the Multilingual Feature. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Call Screening Issue 7 May 1999 3-10 The Call Answer feature works in conjunction with the call forwarding and call coverage features in the switch. Subscribers who will have call coverage by the DEFINITY AUDIX system must be administered with the (PERMISSIONS, Type set to “call-answer”) on the associated Class Of Service screen for that class-of-subscribers or on the Subscriber screen for individual subscribers. In addition, the switch must be correctly administered to provide the call coverage or call forwarding switch features that are required to direct calls to the DEFINITY AUDIX system for call answering. A caller can designate a message as priority for any extension having call answer coverage to the DEFINITY AUDIX system if the Priority on Call Answer field is set to “y” on the System-Parameters Features screen. Callers also can designate the message as private. On systems using Control Link switch integration, there may be another capability to the Call Answer feature. This is the use of * R to restart the DEFINITY AUDIX login session from the beginning. The subscriber can press * R anytime during a DEFINITY AUDIX call-answer session. Then the subscriber can access his/her mailbox and retrieve messages without having to hang up and redial into the DEFINITY AUDIX system. This capability is especially convenient if a subscriber is calling long distance. NOTE: It is important to verify that the PERMISSIONS, Type field is set to “call-answer” for subscribers whose calls cover to the DEFINITY AUDIX system. If this field is not set correctly, the DEFINITY AUDIX system will not answer the call, but one of its ports will be tied up until the caller hangs up. The DEFINITY AUDIX system warns you when this happens via the Administration-Log screen. Call Screening The Call Screening feature is available only for the DP mode of switch integration. This feature allows subscribers with digital phones to listen to or intercept call answer messages as they are being left by callers. Use * * X (exit AUDIX) to drop the DEFINITY AUDIX system and intercept the call. The subscriber uses this feature directly from his/her touch-tone telephone, and the feature requires no special administration by the DEFINITY AUDIX system administrator. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Changing the DEFINITY AUDIX Extension Length 3-11 Changing the DEFINITY AUDIX Extension Length This procedure, while rarely required, can save you from having to delete and re-enter all subscribers if your switch numbering plan changes. Changing the number plan requires that the switch and its DEFINITY AUDIX system be updated with the new extension numbers. To change the DEFINITY AUDIX system extension length: 1. Change the extension length on the Machine screen to the new length and also change the start and end extensions to match the new length. 2. Reboot the system using the Reset System Reboot screen. 3. Change the system covering extension on the System-Parameters Features screen to the new number. 4. Change the DEFINITY AUDIX port extensions on the Voice-Group screen to the new numbers. 5. Busyout all network and voice ports on the machine to be changed. 6. Enter change extensions (or ch e, for short). ! CAUTION: This is a powerful screen. It is safe to use only if you have planned in advance exactly what you need to have it do. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Changing the DEFINITY AUDIX Extension Length Issue 7 May 1999 3-12 A screen similar to the following appears: Figure 3-1. Change Extension Screen 7. Enter the name of the machine to be affected. On the sample screen, local appears in this field. The keyword local indicates the machine you are currently operating. This screen can also be used (during a separate session) to change extension numbers on a remote machine by entering any administered remote machine name. 8. Enter the boundaries of the extension numbers to be moved. Here, you enter two numbers: the beginning (smallest affected) extension number. and the ending (largest affected) extension number. (In the example, the extensions to be moved are those currently numbered between 0000 and 9999.) 9. Enter the new beginning extension number. Here you enter the beginning number of the new block of numbers to which the extensions named in the preceding step are to be moved. (In the example, extension number 0000 is to be changed to number 20000, and numbers up through 9999 are to be changed to corresponding numbers above 20000. For example, an extension 9947 becomes extension 29947.) All other fields are display fields. 10. Press ENTER (F3) to initiate the process. The system fills in the Ending With field and asks you to confirm your intent. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Class of Service 11. Press 3-13 ENTER (F3) again. The system will fill in the display fields as it works. If for some reason you have to press CANCEL during this operation, a certain amount of work will already have been done by the program. Recover as follows: a. Note the numbers shown in the display fields. They will indicate approximately where the program stopped working. b. Next, list extensions to find exactly which numbers have been changed and which have not. (Use the list e command for this purpose.) c. Finally, plan what needs to be done to recover, and use the ch e command to change extension numbers as necessary. 12. If your DEFINITY AUDIX system has the Outcalling feature, but is limited to extensions that are on the switch, change the Maximum Number Digits field on the System-Parameters Outcalling screen to the new extension length. 13. Enter the new extension numbers in the TIMEOUT PARAMETERS, Extension field on the Switch-Link screen. 14. Reboot the system using the Reset System Reboot screen. Alert subscribers to these changes since they will have to use more or fewer digits when logging in, addressing voice mail, and calling other extensions. They also should check their outcalling number; if it is an extension in the switch numbering system, they will have to re-enter it. Class of Service The Class of Service feature provides 12 unique service classes containing different combinations of features or mailbox parameters for use by subscribers with varying service requirements. Service classes are predefined on Class Of Service screens and can be individually modified to meet your specific requirements. Each subscriber is assigned a class of service by associating his/her Subscriber screen with a specific Class Of Service screen, or individual subscriber service options can be customized by entering service information directly on the individual’s Subscriber screen. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Digital Networking Issue 7 May 1999 3-14 Digital Networking Digital Networking provides DEFINITY AUDIX subscribers with the ability to exchange voice messages with subscribers on other DEFINITY AUDIX systems, Intuity™ AUDIX systems, and AUDIX R1V5 or later systems. With Digital Networking the message is digitally recorded and stored, then transferred across communication lines. Just as two networked computer users can send files to each other, two AUDIX users can record voice messages and send the messages to each other. For a complete description of Digital Networking features and administration, see DEFINITY AUDIX System Digital Networking , 585-300-534. End of Message Warning The End of Message Warning feature is enabled by you and causes message recording to be interrupted a predefined amount of time before the maximum recording length is reached. The DEFINITY AUDIX system announces that “n” seconds of recording time remain and prompts the user to resume recording. You can define the End of Message Warning feature on a system-wide basis. You also can define individual warning times for DEFINITY AUDIX subscribers who want to override the system-wide warning time. You can activate the End of Message Warning feature on the System-Parameters Features screen (page 2). If the Feature Active? field is set to “n”, warnings will not be played, regardless of the system-wide or subscriber-specific warning times. If the subscriber-specific warning time is blank, the system-wide warning time is used. If the warning time is set to zero (0) seconds, the end of message warning will not be given. Warning times may be anything between 15 to 60 seconds. The End of Message Warning feature is not considered a separate feature since it is applicable to call answer, voice mail, responding to voice mail, and creating personal greetings. It does not apply to the recording of announcement fragments, machine names, or subscriber names. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Enhanced Disconnect Detection Issue 7 May 1999 3-15 Enhanced Disconnect Detection In North America, the United Kingdom, Australia, Belgium, Holland, and a few other countries, the DEFINITY switch is able to detect the following screens of disconnect signaling employed: ■ Open loop (analog trunks) ■ Polarity reversal (analog trunks) ■ Bit Oriented Signaling (digital trunks) The DEFINITY switch does not recognize tone-based disconnect signaling; and, in some countries, there is no disconnect signaling. When the DEFINITY AUDIX system does not receive reliable disconnect information, valuable storage space on the DEFINITY AUDIX system may be used needlessly because the system continues recording longer than is necessary. The Enhanced Disconnect Detection feature allows the DEFINITY AUDIX system administrator to turn on one or two different mechanisms for detecting disconnects when the DEFINITY switch is unable to provide reliable disconnect information. The two optional mechanisms are: ■ Tone Based Disconnect. The Central Office switch sends tones to the DEFINITY switch to indicate a disconnect. Since the DEFINITY switch does not detect the tones as a disconnect, the DEFINITY AUDIX system may append the tones to the end of outside call answer messages. If you have a problem with tones at the end of outside call answer messages, you probably need to administer tone detection. When tone detection is administered, the DEFINITY AUDIX system detects the presence of a cadenced tone with frequency content between 350 hertz (Hz) and 650 Hz and, when detected, disconnects the call. ■ Quick Silence Disconnect. This type of disconnect signaling enhances DEFINITY AUDIX operation for calls in which there is no disconnect signaling and the line simply goes silent after the caller hangs up. When Quick Silence Disconnect is administered, the system disconnects as follows: — During a call answer recording, immediately upon detecting silence for an administrable period of time. — At all other times, immediately after two expirations of the Input Time Limit. The DEFINITY AUDIX system provides a system prompt and a help message after the first expiration. The system says Goodbye and disconnects after the second expiration. When recording a message in a voice mail session (as opposed to a call answer session), the system does not disconnect upon detecting silence but disconnects after two expirations of the Input Time Limit. If you need Quick Silence Disconnect, there will be long periods of silence at the end of call answer messages. Query users for reports of these problems. Administer the Disconnect Options on the System-Parameters Features screen. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Escape to Attendant 3-16 Escape to Attendant The Escape to Attendant feature gives subscribers the option of allowing callers to talk to a live attendant by pressing 0 instead of, or in addition to, leaving a message in the subscriber’s DEFINITY AUDIX mailbox. No specific DEFINITY AUDIX system administration is required to activate this feature, but the Transfer Out of AUDIX feature must be activated on the System-Parameters Features screen and the system-wide covering extension should be assigned, also on this screen, for this feature to work properly. Individual subscribers should have call answer permission. If the subscriber wants the call transferred to an extension other than the system-wide covering extension, that extension must be identified on the Subscriber screen. Exit AUDIX The Exit AUDIX feature allows callers to disconnect from the DEFINITY AUDIX system without hanging up by pressing * * X . This feature is particularly useful if a caller is calling from a pay telephone and wishes to make another call. It requires no specific DEFINITY AUDIX administration. Guest Password The Guest Password feature allows callers who are not DEFINITY AUDIX subscribers to dial the DEFINITY AUDIX system directly, enter a subscriber’s extension and a system-wide guest password, and leave a message in the subscriber’s mailbox. The caller cannot access any messages in the subscriber’s mailbox. If the Multilingual feature is administered for the subscriber extension, it works the same for the caller using the guest password as it does when calling the subscriber directly. Since the Guest Password feature is handled within the DEFINITY AUDIX system and does not involve the switch, it provides a convenient method for bypassing normal call coverage paths to a subscriber and leaving a message. The guest password also can be used to provide the call answer feature to DEFINITY AUDIX subscribers who do not have an extension administered at the switch, though this might be done more efficiently with an automated attendant. To administer the Guest Password feature, enter the system-wide guest password (up to 15 characters) on the System-Parameters Features screen. Make sure the password is within the limits set by the Minimum Password Length field on the same screen. You also must verify that extensions to be called by guest callers have call answer (call-answer) permission on the corresponding Subscriber screen. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Lucent INTUITY Message Manager Issue 7 May 1999 3-17 Lucent INTUITY Message Manager If you purchased the Lucent INTUITY Message Manager (IMM) feature, the DEFINITY AUDIX system can be administered as a server on a Local Area Network (LAN). Each PC (or client) that accesses the DEFINITY AUDIX server must have the Lucent INTUITY Message Manager Client Software. INTUITY Message Manager lets subscribers handle DEFINITY AUDIX messages from their PC. Refer to Chapter 11, ‘‘Lucent Intuity Message Manager and LAN Considerations’’, for more information. Leave Word Calling (LWC) The Leave Word Calling (LWC) feature is available only for the CL switch integration method. This feature converts switch-generated LWC requests from internal callers into DEFINITY AUDIX-generated standard-format LWC messages requesting a return call and identifying the caller, extension, and time of call. LWC must be administered at the switch to deliver LWC messages to the DEFINITY AUDIX system. No specific DEFINITY AUDIX system administration is required to use this feature. Login Announcement The Login Announcement feature allows selected subscribers to create a system announcement that will be played whenever subscribers log in to the DEFINITY AUDIX system. Permission may be assigned on a per-subscriber basis or by class-of-service. Only one login announcement can be active at any time on the system. The login announcement will go to all subscribers of the system and probably should be recorded in all system languages. NOTE: A hearing-impaired user who uses only a Teletypewriter (TTY) for communications with the DEFINITY AUDIX system will not see anything on the TTY for a voiced login announcement. If there are TTY users on the DEFINITY AUDIX system, it may be a good idea not to use the Login Announcement feature. If a login announcement is going to be used, the system administrator may want to send a TTY message to TTY users informing them of the announcement. The sender can use all of the normal delivery options, including future delivery, and can specify an expiration date when the announcement is to be deleted automatically from the system. The sender also can specify whether subscribers can dial through the announcement or not. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Login Announcement Issue 7 May 1999 3-18 Login announcements use the same mailbox as broadcast messages, but they are not voice mail and cannot be forwarded or saved by subscribers and do not generate message-waiting notification. Outcalling does not occur for these messages. The message is played until it is deleted from the system, either automatically at the specified expiration date or manually by logging in to the DEFINITY AUDIX system using the broadcast mailbox extension and password. The broadcast mailbox is associated with a phantom subscriber administered on the Subscriber screen as described under the Broadcast Messages feature. This subscriber is identified as the broadcast mailbox by a “y” in the Broadcast Mailbox? field. The PERMISSIONS, Type field should be set only to “none” to deny call answer permission for this subscriber. When a subscriber with permission creates a login announcement, the message is stored in the subscriber’s outgoing mailbox until the scheduled delivery time when it is delivered to the broadcast mailbox. Prior to delivery, the subscriber can change the message’s text and status. After the message is delivered to the broadcast mailbox, it is no longer owned by the originator and cannot be modified. Only one login announcement can be in the broadcast mailbox at a time. The login announcement can be purged prior to the expiration date by logging in to the DEFINITY AUDIX system using the broadcast mailbox extension and password. The login message is deleted automatically two days after the delivery date unless otherwise specified on the Login Announcement Options menu. The maximum length of individual messages is defined by each originator’s maximum message length on the Subscriber screen. The size of the broadcast mailbox is defined on the same screen. The broadcast mailbox extension number is displayed on the System-Parameters Features screen. When you log in to the broadcast mailbox, the login announcement is not played. The List Measurements Feature screen includes information about login announcements that are sent during its reporting period. To administer login announcements: 1. Choose one of the following: ■ If permission to create login announcements is by class-of-service, set permission to create login announcements (“login” or “both”) on the appropriate Class of Service screen. ■ If permission to create login announcements is on a per-subscriber basis, set permission to create login announcements (“login” or “both”) on the Subscriber screen for each individual subscriber who will have that permission. 2. Check the System-Parameters Features screen to see if a broadcast mailbox exists and to identify its extension. If there is no broadcast mailbox assigned, set up a phantom subscriber for the broadcast mailbox on the Subscriber screen (see the broadcast messages feature for more information). DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Login Announcement 3-19 To create a login announcement: 1. Using your touch-tone phone, log in to the DEFINITY AUDIX system, and press 1 to record a message. 2. Record the message, and press 3. Press # # to approve the message. again to indicate that there are no additional recipients. 4. Press 9 to make the message a login announcement. In the Delivery Options menu, you also can specify filing or future delivery. Press 4 to file a copy of your login announcement. Press 3 to specify delivery some time in the future. 5. Optionally, press * M to hear the second-level login announcements options menu, then press 1 to make the announcement non-dial-through or 2 to change the message expiration date from the default (two days after delivery date) up to a year in the future. Press # as prompted to approve your login announcement option changes and return to the message options menu. 6. Press # in response to the voice prompts to approve the delivery options. To change or delete a login announcement: ■ To change the message text or delivery instructions before the scheduled delivery, log in to the DEFINITY AUDIX system using your touch-tone phone, press 4 to check outgoing messages, and edit as you would for any outgoing message. To change the login announcement status (such as changing the message to a broadcast message), press the appropriate selections at the Delivery Options menu and activate or deactivate options as prompted. To change login announcement options (non-dial-through, expiration date), press * M at the Delivery Options menu to hear the Login Announcement Options menu and make changes as appropriate. ■ To purge the login announcement after the scheduled delivery but before the expiration date, log in to the DEFINITY AUDIX system with the extension and password of the broadcast mailbox extension, press 2 to scan the mailbox to find the login announcement, and press * D to delete it. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Mailing List 3-20 Mailing List The Mailing List feature allows DEFINITY AUDIX subscribers to create lists of names or extensions to send voice mail to instead of addressing each recipient individually. This is convenient for sending voice mail to groups who regularly receive mail, such as members of a department or project. Lists can be composed of individual subscriber names, extensions, and other lists. The creator of a list also can designate it as public or private, and public lists are available for use by other subscribers. Even if a list is public, only the owner of the list can modify it. No specific DEFINITY AUDIX system administration is required to use this feature. However, you limit the maximum number of lists each subscriber is allowed and the total number of entries in all lists for a subscriber on the appropriate Class of Service screen for a group of subscribers or on the Subscriber screen. Message Delivery The Message Delivery feature permits subscribers to send DEFINITY AUDIX Voice Mail messages to any touch-tone telephone, anywhere in the world (including someone’s home). This feature is an extension of the AMIS Analog Networking feature. Message Delivery is an optional DEFINITY AUDIX feature that is not included in the basic DEFINITY AUDIX system; you must purchase the AMIS Analog Networking feature to use Message Delivery. When delivering a message, the DEFINITY AUDIX system outcalls to the specified recipient and plays a prompt five times before disconnecting. If the Multilingual feature is enabled, this prompt will be in the System announcement set. You may want to rerecord this prompt in all languages used on your system. Refer to the announcement customization guide for each language. After a subscriber has addressed a message delivery message, the DEFINITY AUDIX system dials the recipient’s telephone number. A recording informs the recipient that he/she has a message and should press 0 to listen to the message. The DEFINITY AUDIX system then plays the message. You can choose to administer any telephone numbers to which message delivery traffic is heavy. For complete instructions and information on Message Delivery, refer to AMIS Analog Networking , 585-300-512. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Message Sending Restrictions 3-21 Message Sending Restrictions The Message Sending Restrictions feature allows you to create as many as 15 communities within a DEFINITY AUDIX subscriber base and restrict the communities to which individual communities can send voice mail. This feature is activated or deactivated on the System-Parameters Sending-Restrictions screen; it is initially off by default. A grid showing sender communities (1 to 15 down the screen) and recipient communities (1 to 15 across the screen) is displayed, and you enter an “r” at each intersection on the grid where a sending community is restricted from addressing a receiving community. For example, an “r” placed at the intersection of sender community 1 and recipient community 2 on the grid restricts members of community 1 from sending voice mail to members of community 2. The default community for each machine is defined on the Machine screen. This default can be overridden for individual subscribers on the Remote-Subscriber screen. The List Measurements Community screens display counts of the number of messages sent and blocked for each community. Multilingual The Multilingual feature allows the system administrator to specify, for each subscriber, any one of the installed announcement sets as their Login Announcement Set. The subscriber’s Login Announcement Set defines the language the subscriber uses when interacting with the DEFINITY AUDIX system. The Multilingual feature also allows the subscriber to provide call answer users with a choice between two languages for greetings and prompts when interacting with the DEFINITY AUDIX system. The called subscriber’s Call Answer Primary Announcement Set and Call Answer Secondary Announcement Set determine the languages the call answer user can use after being forwarded to the DEFINITY AUDIX system. The Multilingual feature can provide messaging service to hearing-impaired people on the same DEFINITY AUDIX system used for hearing people. An announcement set using the tone-based protocol for Teletypewriter (TTY) devices can be run simultaneously with verbal announcement sets. See the TDD feature later in this chapter. Lucent must turn on the Multilingual feature on the System-Parameters Customer-Options screen by entering “y” (yes) in this field. The system administrator must identify a “System” and an “Administrative” announcement set on the System-Parameters Features screen. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Multilingual Issue 7 May 1999 3-22 The Multilingual feature is activated for each subscriber on the Subscriber screen, or the feature may be administered per class-of-service on the Class of Service screen for all subscribers assigned a given class-of-service. Complete the following fields on either screen. ■ Login Announcement Set ■ Call Answer Primary Announcement Set ■ Call Answer Secondary Announcement Set ■ Call Answer Language Choice If the Call Answer Language Choice field is “y” (yes), call answer calls to the subscriber’s mailbox are greeted using the primary language and the caller is instructed in the secondary language to enter *1 to switch to the secondary language. If the Call Answer Language Choice field is “n” (no), call answer calls to the subscriber’s mailbox do not have the option of switching to the secondary language. If the Call Answer Language Choice field is “y” (yes) for a subscriber, the subscriber may not use the Multiple Personal Greetings feature. If the Call Answer Language Choice field is “y” (yes) for a subscriber, the subscriber can record personalized greetings in the languages listed as the primary and secondary announcement sets on the Subscriber or Class of Service screen. When recording their primary personal greeting, the subscriber must instruct the caller to enter *1 to switch to the alternate language. If the subscriber does not record a personal greeting, a system greeting in the chosen language is played. Automated Attendants are administered with the Call Answer Language Choice field set to “n” (no) on the Subscriber or Class of Service screen. You can record as many languages within the Automated Attendant as needed. Since you record the Automated Attendant menu, an Automated Attendant is not limited to two languages. Automated Attendants can use the Multiple Personal Greetings feature as long as the Call Answer Language Choice field is set to “n” (no). DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Multiple Personal Greetings Issue 7 May 1999 3-23 Multiple Personal Greetings The Multiple Personal Greetings feature allows subscribers to record and store up to nine personal greetings and to activate as many as three of them at once for different call types (internal/external, busy/no-answer, out-of-hours). For example, one greeting can be activated for internal calls, a second for external calls, and a third for out-of-hours calls. Alternatively, one greeting can be activated for calls when the subscriber’s phone is busy, a second for when there is no answer, and a third for after-hours calls. The Multiple Personal Greetings feature is not available to subscribers that use the Multilingual feature and have the Call Answer Language Choice field set to “y” on the Subscriber or Class of Service screen. Internal/external and busy/no answer call types are mutually exclusive; the subscriber can specify separate greetings for internal and external calls or for busy and no answer calls, but not for both call types or a combination of both call types. Note that out-of-hours calls are answered with the out-of-hours greeting regardless of whether the call is internal/external or busy/no-answer. Even if subscribers choose not to provide separate greetings for different call types, the multiple personal greetings feature is useful for setting up a library of different personal greetings to activate for different occasions, such as during lunch or while on vacation. Since automated attendants and bulletin boards are technically DEFINITY AUDIX subscribers who are administered via a Subscriber screen, this feature also can be used to provide menu prompts for automated attendants and announcements for bulletin boards that vary depending on whether the caller is an internal or external caller and if the call is placed during normal business hours or not. This feature, which is initially on by default, is activated or deactivated for the entire system on the System-Parameters Features screen. All other administration for multiple personal greetings is performed by individual subscribers using their touch-tone telephones and the DEFINITY AUDIX voice menu prompts: ■ When multiple personal greetings are not activated, subscribers can record a single personal greeting and activate it instead of the DEFINITY AUDIX system greeting. ■ When multiple personal greetings are activated, subscribers can record up to nine personal greetings (identified as greetings 1 through 9) and activate any one of them at any time instead of the DEFINITY AUDIX system greeting (identified as greeting 0). Subscribers also can specify which call types (if any) to identify, and they can activate different greetings (including the DEFINITY AUDIX system greeting) for each identified call type. (You may need to increase mailbox sizes for individual subscribers who use all nine greetings or who record lengthy personal greetings.) Several administrative rules apply for activating and deactivating the multiple personal greetings feature: DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Multiple Personal Greetings 3-24 When you activate multiple personal greetings on the System-Parameters Features screen: ■ If a subscriber’s personal greeting has been recorded, it is saved as greeting #1. ■ If the greeting was activated, it will be used for all call types. ■ If the greeting was not activated, the system greeting will be used for all call types and greeting #1 will be inactive. ■ If no personal greeting was recorded, the system greeting will be used for all call types. When you deactivate multiple personal greetings on the System-Parameters Features screen: ■ If a subscriber has recorded multiple greetings, greeting #1 is saved as the personal greeting and greetings #2 through #9 are deleted. ■ If greeting #1 is active for each of the call types, it will remain active as the personal greeting. ■ If greeting #1 is not active for all call types, the system greeting will be activated and greeting #1 will be saved but as an inactive greeting. Multiple personal greetings should be left on under most circumstances. The only reason to deactivate multiple personal greetings is if you are running out of message space and already have asked subscribers to delete unneeded messages and greetings but still suspect that there are lots of greetings out there. NOTE: If you deactivate multiple personal greetings, the space used by multiple personal greetings is not freed up until the subscriber mailbox audit has run. The subscriber mailbox audit runs automatically each night or can be run manually using the Audit Mailboxes screen. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Name Record by Subscriber 3-25 Name Record by Subscriber The Name Record By Subscriber feature allows subscribers to record their names in their own voices for use as a name fragment by the DEFINITY AUDIX system in place of the name that you would normally record yourself. When you enable this feature, subscribers who are new DEFINITY AUDIX users will be directed by the DEFINITY AUDIX system to record their name when they log in for the first time. Activating this feature will significantly decrease your workload. Alternatively, you or any other subscriber with announcement control on the Subscriber screen, still can record names for subscribers when the name record by subscriber feature is active. In this case, subscribers are not prompted to record their names when they first log in, since there is already a name recorded; but, they still can change the recording to be in their own voices at any time. This is convenient for allowing individual subscribers to either use the system-voiced name or their own voices, depending on personal preference. Subscribers will be able to change their name recording at any time when the feature is active by pressing 5 at the DEFINITY AUDIX activity menu and then following the voice prompts from the DEFINITY AUDIX subscriber administration menu to re-record the name recording. The recorded name is voiced by the DEFINITY AUDIX system when the subscriber logs in and also when the subscriber’s name appears in a message header, system greeting, message verification, name addressing confirmation, and * * N directory request. This feature, which is initially on by default, is activated for the entire system on the System-Parameters Features screen. Online Help The Online Help feature provides general or detailed help at the press of a function key when you are using the DEFINITY AUDIX screens. There are three levels of online help: ■ Path line help — Displays all legal commands that may be selected from the current point in the path. This help information is displayed if CHOICES or F6 is pressed when the cursor is on the PATH line. ■ Screen help — Displays information about the screen that is currently on the terminal screen, including the screen’s purpose and the function key commands that are valid for it. This help information is displayed if HELP or F5 is pressed when a screen is displayed on the screen. ■ Help — Displays information about the field on which the cursor is currently located on a displayed screen. This help information is displayed when you press CHOICES or F6 . No specific DEFINITY AUDIX system administration is required to use this feature. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Outcalling 3-26 Outcalling The Outcalling feature allows the DEFINITY AUDIX system to call a subscriber on the phone or a pager for message notification instead of, or in addition to, notification by a MWI or stutter dial tone. This is useful for receiving DEFINITY AUDIX messages at a home phone or at a phone in another business-related location, or to program the DEFINITY AUDIX system to outcall to a paging service and enter a callback number. This feature is not recommended for use as an emergency pager since the DEFINITY AUDIX system does not treat outcalling as its highest priority during busy periods and may not be fast enough for emergency applications. If the Multilingual feature is active on your system, the DEFINITY AUDIX system uses the Login Announcement Set of the subscriber when it outcalls. This feature, which is initially off by default, is activated or deactivated on the System-Parameters Outcalling screen. Permission to use outcalling then can be assigned on a per-subscriber basis or by class-of-service. You control the hours during which outcalling is permitted (up to three periods each day), the maximum number of ports that can be used simultaneously for outcalling, and the maximum number of digits (up to 60) that subscribers can specify for the outcalled number. Subscribers administer outcalling numbers and permissible hours (the same as or a subset of the system’s permissible hours) using the DEFINITY AUDIX voice menu. To administer outcalling: 1. Activate outcalling and set up system outcalling restrictions using the System-Parameters Outcalling screen. 2. Choose one of the following: ■ If permission to use outcalling is by class-of-service, activate outcalling on the appropriate Class of Service screen. ■ If permission to use outcalling is on a per-subscriber basis, activate outcalling on the Subscriber screen for each individual subscriber who will have that permission. 3. Restart the system using the Reset System Reboot screen to activate changes made on the System-Parameters Outcalling screen. Outcalling uses any available ports, up to the maximum specified on the System-Parameters Outcalling screen. Outcalling always selects the highest numbered DEFINITY AUDIX ports first. You may want to limit outcalling during prime hours to free more ports for other DEFINITY AUDIX system access. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Priority Messages Issue 7 May 1999 3-27 The maximum number of digits subscribers can specify as their outcall number can be limited to prevent subscribers from making long-distance calls. Administrators should consider using this as a method of diminishing the risk of toll fraud occurrences. (Refer to Chapter 10, ‘‘Ongoing System Security’’, for more information about minimizing toll fraud.) The maximum number of digits is 60. The 60-digit maximum allows a DEFINITY AUDIX subscriber to program the DEFINITY AUDIX system to outcall to a paging service, enter a mailbox id, and enter a callback number. Limiting the number of digits may adversely affect subscribers who want to have their pagers alerted through outcalling. A subscriber can embed a “#” anywhere in the outcalling digit string since #s are common delimiters for radio paging services. The Lucent INTUITY Message Manager (IMM) audio interface uses Outcalling ports to complete a call to a subscriber’s telephone. If you are using the IMM feature with your DEFINITY AUDIX system, you may need to increase the number of Outcalling ports. See also ‘‘Priority Outcalling’’ in this chapter for information about using outcalling for priority messages only. Priority Messages The Priority Message feature allows specified subscribers to send voice mail marked priority to other DEFINITY AUDIX subscribers. Also, callers can specify a call answer message as priority. Priority messages are delivered before other new messages, and they are presented before any other new messages (except broadcast messages) when the recipient logs in to the DEFINITY AUDIX system. Priority messages are identified as such when heard; a priority message also can be marked private. Activate priority messaging on the appropriate Class of Service screens if permission to create priority messages is by class-of-service or on the Subscriber screen of individual subscribers if permission is on a per-subscriber basis. The List Measurements Feature and List Measurements Subscriber screens include information about priority messages sent during the specified reporting periods. Priority Outcalling The Priority Outcalling feature allows subscribers to specify that outcalling calls inform them of the delivery of priority messages only. Individual subscribers activate or deactivate this feature using the DEFINITY AUDIX voice prompts. No specific DEFINITY AUDIX system administration is required to use this feature. However, the outcalling feature must be activated for the system on the System-Parameters Outcalling screen, and subscribers must be administered to use outcalling on the appropriate Class of Service screen or on individual Subscriber screens. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Security Password Issue 7 May 1999 3-28 Security Password The Security Password feature prohibits unauthorized access to the DEFINITY AUDIX system. It prevents nonsubscribers from accessing confidential information, messages, and lists. Password Aging requires subscribers to change their password at an interval defined by the system administrator. Password Aging enhances overall system security and helps protect against toll fraud by making the DEFINITY AUDIX system less vulnerable to break-ins. Administer Password Aging on the System-Parameters Features screen. Turning Password Aging on immediately expires all passwords. Also, the system administrator can expire all passwords at any time by turning Password Aging off, then on again. The Password expiration interval field specifies the number of days that a password is active on the DEFINITY AUDIX system. The Minimum age before change field specifies the minimum number of days which must pass before a subscriber can change his/her password after a successful change. The expiration warning field specifies the number of days prior to password expiration the system notifies the user of impending expiration. If Password Aging is active, the system administrator can force the expiration of a subscriber’s password by entering “e” in the password field of the Subscriber screen. System Clock The System Clock feature provides a real-time clock that is used to issue a time and date stamp for messages and for message scheduling. This clock can either be manually set or synchronized with the switch on the Set Time screen. TDD The DEFINITY AUDIX system offers the tdd announcement set for use with a Teletypewriter (TTY) for hearing-impaired users. The Americans With Disabilities Act (ADA) encourages employers to make reasonable accommodations for employees with disabilities, including employees who are hearing-impaired. The Multilingual feature makes it possible to provide the tdd announcement set on the same DEFINITY AUDIX system as voice announcement sets, satisfying the messaging needs of both groups of users with one system. Install the tdd announcement set on your DEFINITY AUDIX system as you would any other announcement set (the tdd announcement set is a purchasable option). The tdd announcement set requires more storage space than any of the other announcement sets. Check the amount of space available on the List Measurements Load Day screen to ensure that there is enough disk space to install the announcement set and still have adequate voice text storage space. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration TDD 3-29 The documentation shipped with the tdd announcement set provides an estimate of the number of blocks of storage the announcement set occupies on the system. Assign the tdd announcement set to users either on the Class of Service screen or on the Subscriber screen. The tdd announcement set can be the Login Announcement Set, the Call Answer Primary Announcement Set, or the Call Answer Secondary Announcement Set. There are several considerations when deciding how to administer the Multilingual feature and call coverage for the hearing-impaired TTY user. For example: ■ Do you expect the hearing-impaired person to receive voice calls? ■ Does the person have sufficient hearing ability to listen to voice messages? ■ Is your company able to provide call coverage to a TTY translator service for hearing-impaired users who cannot listen to voice messages? It may be more practical to set the Multilingual feature Call Answer Language Choice field to “n” (no) on the Subscriber or Class of Service screen unless both the primary and secondary announcement sets are tdd (such as U.S. English tdd and another tdd-based language which may be available in the future). In the example below, Mary Jones has no hearing and does not speak; and her company has an in-house TTY translation service to handle incoming voice calls. The Call Answer Language Choice field is set to “n” (no) for Mary, and she has one personal greeting. The system administrator, or another speaking person, records the first part of Mary’s personal greeting which is very short. If the tdd announcement set is the Login Announcement Set for Mary Jones, the greeting prompts are in TTY; in which case, the speaker removes the handset from the TTY acoustic coupler when the GA prompt displays on the TTY, voices the greeting, and then returns the handset to the acoustic coupler either to record the TTY part of the greeting or to await more prompts. The following could be the voice part of a greeting recorded for Mary Jones: “This mailbox belongs to a hearing-impaired user, Mary Jones. To leave a voice message, press zero now.” DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration TTY Automated Attendant Issue 7 May 1999 3-30 Pressing zero would send the caller to the extension of a hearing person who can transcribe voice messages to TTY messages and send them to the mailbox of Mary Jones. The transcriber needs to be administered as a covering extension on the Subscriber screen for this arrangement. The second part of Mary’s personal greeting is in TTY, probably recorded by Mary or the person who recorded the voice part of the greeting. The TTY part of the greeting needs to be recorded during the same recording session as the voice part. (In other words, Mary’s greeting contains both voice and TTY. The voice part is first and very short so that it does not cause a delay in the TTY greeting seen by the TTY caller. The TTY part immediately follows the voice part.) The above example illustrates one possible scenario for administering the TTY user. Consider the TTY user’s needs, the requirements of his or her job, and call coverage capabilities available at your company. TTY Automated Attendant You can create TTY automated attendants using the tdd announcement set. You need a TTY to administer the TTY automated attendant menus (available from any Lucent Product Representative); a TTY with a buffer is recommended because you will want to edit the menu before downloading it to the DEFINITY AUDIX system. It also is recommended that you have the tdd announcement set running when you administer the automated attendant menus. If the tdd announcement set is not running when you record an automated attendant menu, you can put your ear to the handset resting in the acoustic coupler to hear the spoken DEFINITY AUDIX announcements. If you are not familiar with using a TTY, refer to the user’s guide that came with the TTY. Refer to the Automated Attendant feature earlier in this chapter for instructions on setting up an automated attendant. Instead of recording the attendant menu using the telephone, you type the menu using the TTY keyboard. Also, refer to Chapter 9, ‘‘Automated Attendant’’, for more detailed instructions on automated attendants. It is strongly recommended, but not required, that you have separate telephone numbers for TTY automated attendants and for voiced automated attendants. Otherwise, TTY users may see either nothing or unreadable characters resulting from voice prompts or greetings, and hearing users may encounter some TTY messaging noise. Mode Synchronization. TTYs use the Baudot communications protocol in which the same five-bit code can represent either a letter or a non-alphabetic character, such as a number or figure. (For example, the binary code 00001 is both the letter E and the number 3.) This sharing of five-bit codes is made possible by having two modes, a letters mode and a numbers/figures mode. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration TTY Automated Attendant 3-31 If a receiving TTY is set to letters mode (by receiving the five-bit code 11111), then the TTY assumes all subsequent five-bit character codes received are letters. By contrast, if a receiving TTY is set to numbers/figures mode (by receiving the five-bit code 11011), then the TTY assumes all subsequent five-bit character codes received are numbers and figures. This is important; when a TTY is not in the same mode as the device that is transmitting to it, the characters that display on the receiving TTY will make no sense to the user. All DEFINITY AUDIX tdd announcements contain the appropriate mode reset codes to ensure that the receiving TTY stays mode-synchronized with the DEFINITY AUDIX system during menu playback. It is, however, the system administrator’s responsibility to ensure mode synchronization when recording TTY menus. Some TTYs have both a letters key and a numbers/figures key for switching to the indicated mode. If the first character in a menu is a letter, press the letters key before you type anything else; or, if the first character in a greeting is a number or figure, press the numbers/figures key before you type anything else. Most TTYs do not have a letters key and a numbers/figures key. If you do not have separate letters and numbers/figures keys, synchronization of modes is less convenient but can be accomplished in the following way: ■ If the first character you need to type is a letter, enter a slash (/); then press the space bar a few times before you start typing. This causes the system to reset to letters mode. ■ If the first character you need to type is a number or figure, type x; then press the space bar a few times before you start typing. This causes the system to reset to numbers/figures mode. General guidelines on generating menus. TTY users need to use both the TTY keyboard and the touch-tone telephone keypad. The instructions contained in automated attendant menus must make it clear which device to use. You might want to use dial when the user needs to use the telephone keypad and type when the user needs to use the TTY keyboard. When using a TTY to type directly to the DEFINITY AUDIX system, the DEFINITY AUDIX system captures and preserves any hesitations in typings, misspellings, and so on. For this reason, it is recommended that system administrators use a TTY with a built-in buffer and completely edit the menu before calling the DEFINITY AUDIX system to download the buffer. Refer to your TTY user’s guide for instructions on editing and downloading the TTY buffer. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Traffic Reports 3-32 Traffic Reports The Traffic Report feature provides subscriber, community, feature, and port activity measurements for a DEFINITY AUDIX system, AMIS Analog Networking, and Message Delivery by the hour, day, or month. This information is used to monitor actual system use and determine if an appropriate level of service is being provided. Traffic data collection is activated or deactivated on the System-Parameters Features screen. The prime collection hours (your normal business hours) also are defined on this screen. Collection instructions, including the types of information to collect and for what periods, are specified on the individual Measurements screens that produce and display the reports. Refer to Chapter 8, ‘‘Traffic Reports’’, for information about administering and using DEFINITY AUDIX traffic system reports. Transfer into AUDIX Transfer into AUDIX is both a switch feature and a DEFINITY AUDIX feature. If your AUDIX system uses enhanced transfer out of AUDIX, a covering user can transfer the calling party directly into the called subscriber’s mailbox for Call Answer treatment. This capability is not available with basic transfer. However, a covering user still can accomplish a transfer into mailbox indirectly by re-entering the called subscriber’s extension. For more information on this feature, refer to DEFINITY AUDIX System — Feature Descriptions, 585-300-206. Transfer Out of AUDIX The Transfer Out of AUDIX feature allows a DEFINITY AUDIX subscriber who calls the DEFINITY AUDIX system (or any caller who is redirected to the DEFINITY AUDIX system) to use the * T (Transfer) command to exit and transfer to any extension given permission on the transfer-dialplan screen. Call transfer is used to transfer out of the DEFINITY AUDIX system to another extension. Call transfers out of AUDIX can be completed only to numbers you have administered on the transfer-dialplan screen. There are two types of call transfer: basic and enhanced. Depending on your hardware and choice of port emulation, Basic Call Transfer may be available with either kind of switch integration. Enhanced Call Transfer is available only with Control-Link switch integration. Use the System-Parameters Feature screen to define the TRANSFER TYPE. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Transfer Out of AUDIX 3-33 Call Transfer Dialplan Before you can enable transfer out of the AUDIX system, you must have filled in a transfer dialplan. This form gives you control in detail over user call transfers and helps to prevent toll fraud. Once filled in, this form specifies extensions to which a caller may transfer. Callers may not transfer to unincluded extensions nor to extensions expressly prohibited on the form. You may want, for example, to forbid call transfer to extensions beginning with “9” if this number causes access to an outside line. Use the change transfer-dialplan screen to prepare for transfers out of the AUDIX system. To write a transfer dialplan: 1. Access AUDIX Administration and enter the command: ch tr (for change transfer-dialplan). The TRANSFER DIALPLAN screen appears. On the screen are two headings. Each heading appears over a matrix within which you are to enter mailbox extension numbers. 2. As you enter the screen, the cursor is in the first position under the heading that calls for permitted extension numbers. In this position and in positions to the right of and below this first position, enter numbers with these characteristics: ■ Each entry must represent extensions to which it is safe for any caller to be transferred. ■ Each entry must be as long as a valid mailbox extension for this system. ■ Each entry must begin with a number. Subsequent digits may be represented by an “X” or “x” which can be taken to mean “any number.” Consequently, the entry “7XXXX,” means “any number between 70000 and 79999.” ■ No X/x can precede a number. ■ No two permitting entries can overlap each other. 3. Move the cursor to the first position under the heading that calls for restricted extension numbers. In this position and in positions to the right of and below this first position, enter numbers with these characteristics: ■ Each entry must represent extensions to which transfer from the AUDIX system should be forbidden. ■ Each entry must be as long as a valid mailbox extension for this system. ■ Each entry must begin with a number. Subsequent digits may be represented by an “X” or “x” which can be taken to mean “any number.” Consequently, if 7XXXX is permitted, but 75XXX is restricted, one can transfer from AUDIX to any number beginning with “7” except for numbers between 75000 and 75999. ■ No X/x can precede a number. ■ No two restricting entries can overlap each other. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Transfer Out of AUDIX 3-34 Basic Call Transfer Basic Call Transfer uses a switchhook-flash method to send the transfer command over voice ports. The DEFINITY AUDIX system goes off-hook, waits for a dial-tone, dials the transfer number, then waits again for the connection to complete. If the called number is busy, callers will hear nothing and must hang up (callers are not automatically returned to DEFINITY AUDIX). Basic call transfer out of the DEFINITY AUDIX system is activated or deactivated on the System-Parameters Features screen. When this feature is disabled, the return call, Escape to Attendant, and Automated Attendant features also are disallowed because these features rely on call transfer capability. Call transfer is limited to numbers given permission to transfer on the transfer-dialplan screen. See Chapter 10, ‘‘Ongoing System Security’’ for more information. ! WARNING: Your system is more susceptible to toll fraud with Basic Call Transfer than it is with Enhanced Call Transfer. Refer to Chapter 10, ‘‘Ongoing System Security’’, for more information on guarding your system against toll fraud. Enhanced Call Transfer With Enhanced Call Transfer, the DEFINITY AUDIX system collects all the relevant data and sends it to the switch using a transfer message. Since Enhanced Call Transfer allows transfer requests only to valid extensions on the switch, callers attempting to place unauthorized long-distance calls by transferring out of the DEFINITY AUDIX system will hear a message stating that the number they dialed is not a valid extension and their transfer request is denied. Enhanced Call Transfer offers the following features: ■ The transfer is quick. ■ There are two Transfer Types that apply when the caller presses 0 to escape to the operator after being forwarded to the DEFINITY AUDIX system: — enhanced_no_cover_0 treats the call as a redirected call. The call will not be subject to call coverage or call forwarding as defined for the specified destination extension. — enhanced_cover_0 treats the call as a direct call providing call coverage and call forwarding as defined for the destination extension. ■ If the call fails (i.e., the called extension is busy or an invalid number is entered), the DEFINITY AUDIX system reports the failure condition to the caller. DEFINITY AUDIX System Administration 585-300-507 3 Issue 7 May 1999 Feature Administration Voice Mail ■ 3-35 A failed transfer is not abandoned. Instead: — All callers may request another transfer by pressing * T again. — Callers who have been redirected to the DEFINITY AUDIX system through Call Answer and cannot complete a transfer still can leave a message for the called party. — Callers who dialed the DEFINITY AUDIX system directly and cannot complete a transfer are returned to the previous DEFINITY AUDIX activity. ■ A transfer attempt does not return to the DEFINITY AUDIX system under two conditions — A call reaches an unattended phone and no call-coverage is available (the phone rings indefinitely). — The system administrator specifies, on a system-wide basis, that calls transferred to the switch are to be treated as redirected calls (enhanced_no_cover_0 in the Transfer Type field). This applies when the caller presses 0 or *0 to escape to the operator after being forwarded to the DEFINITY AUDIX system. If the call is redirected, the call will not be subject to call coverage or call forwarding as defined for the specified destination extension. Thus, if the destination is busy or forwarded (including Send-All-Calls); the transfer will fail and the switch will reconnect the caller to the DEFINITY AUDIX system. The system then prompts the caller for alternative actions. Call transfer is limited to numbers given permission to transfer on the transfer-dialplan screen. See Chapter 10, ‘‘Ongoing System Security’’ for more information. NOTE: Enhanced Call Transfer is an effective way to prohibit callers from transferring out of the DEFINITY AUDIX system and placing unauthorized long-distance phone calls (also known as toll fraud). For more information on the call transfer feature and related system security issues, refer to Chapter 10, ‘‘Ongoing System Security’’. Voice Mail The Voice Mail feature allows subscribers to record messages for delivery to other subscribers’ voice mailboxes. This is different from call answer, where a caller (subscriber or not) is transferred into the DEFINITY AUDIX system to leave a message for a subscriber who does not answer his or her phone. No specific DEFINITY AUDIX system administration is required to use this feature. DEFINITY AUDIX System Administration 585-300-507 3 Feature Administration Voice Mailbox Issue 7 May 1999 3-36 Voice Mailbox The Voice Mailbox feature provides a storage area on the DEFINITY AUDIX hard disk where subscriber messages are stored. DEFINITY AUDIX subscribers are automatically assigned a voice mailbox when administered on the Subscriber screen. Each subscriber controls access to his or her voice mailbox with a password. The system administrator controls characteristics of the voice mailbox such as the sequence of messages for playback, the length of time to store messages, and the amount of disk space assigned for the mailbox. This administration is performed either on the appropriate Class of Service screen for all subscribers assigned a given class-of-service or directly on the Subscriber screens of individual subscribers. DEFINITY AUDIX System Administration 585-300-507 4 Issue 7 May 1999 Ongoing Preventive Maintenance Overview Ongoing Preventive Maintenance 4-1 4 This chapter describes your ongoing maintenance responsibilities as an administrator. It lists administrative tasks that must be performed on a regular basis to ensure that your system is running efficiently and to thwart potential problems through early diagnosis. Overview Preventive maintenance that you perform on a regular basis is the key to problem-free operation and a major part of your responsibility as a DEFINITY AUDIX system administrator. Preventive maintenance tasks range from checking alarm logs and taking corrective action to monitoring system performance and projecting your company’s future DEFINITY AUDIX system capacity requirements based on current usage and expected growth. It is very important that you establish a regular routine for performing administrative maintenance. Problems that tend to compound themselves can be identified and corrected early when maintenance is performed regularly, and information that is collected for analysis will be more reliable if samples are compared for identical collection periods. Preventive maintenance tasks that must be performed on a daily, weekly, and monthly basis are described in this chapter. These are followed by tasks you can perform on an as-needed or periodic basis to measure your system’s performance efficiency and project future capacity requirements. DEFINITY AUDIX System Administration 585-300-507 4 Issue 7 May 1999 Ongoing Preventive Maintenance Your Responsibility as an Administrator 4-2 Your Responsibility as an Administrator Responsibility for maintaining your DEFINITY AUDIX system is split between you and other Lucent organizations as follows: ■ The Lucent Technical Service Center (TSC) is responsible for remote maintenance on your machine in response to system alarms that are sent to the TSC by your DEFINITY AUDIX system. While responding to these alarms, TSC personnel will also respond to error log information they notice that could help prevent further problems, but they do not routinely check your error logs except when responding to alarms. If you choose to turn off alarm origination or otherwise prevent incoming maintenance logins, the TSC cannot be responsible for remote maintenance of your system. ■ You are responsible for the daily, weekly, and monthly tasks described in this chapter, which include backing up filesystems and responding to errors reported in the system administration log. Daily Preventive Maintenance Tasks Perform the following preventive maintenance tasks each day, preferably the first thing every morning: 1. Log in to the system at your administration terminal. 2. Check the status line for system alarms (major, minor, and warning). If the status line displays M, m, w, or A, alarms are present. Check the Alarm Log and the Administration Log for local errors as described in Chapter 7, ‘‘Alarms, Logs, and Audits’’. 3. Check the status line for system threshold alarms (lower, middle, or upper) as described in Chapter 7, ‘‘Alarms, Logs, and Audits’’. This chapter suggests corrective actions you might consider implementing. 4. Monitor DEFINITY AUDIX system traffic by reviewing the traffic reports for the current day and previous day: — list measurements feature day — list measurements load day — list measurements special-features day These reports, described in Chapter 8, ‘‘Traffic Reports’’, provide a wide range of information about how your DEFINITY AUDIX system is being used and how efficiently it is performing. Study the reports with a critical eye, looking for problems and potential problems that may be gleaned from report statistics. When you do this every day, discrepancies from normal traffic patterns will be easy to spot. DEFINITY AUDIX System Administration 585-300-507 4 Issue 7 May 1999 Ongoing Preventive Maintenance Weekly Preventive Maintenance Tasks 4-3 Weekly Preventive Maintenance Tasks Perform the following preventive maintenance tasks each week: 1. Back up appropriate data on a removable tape or MO disk. The critical filesystems are backed up automatically each night or each week. Normally, you will not have to back up any extra data. Refer to Chapter 6, ‘‘Ongoing Data Administration’’, under ‘‘Backing Up Filesystems and Subdirectories’’, for information about backup suggestions for individual filesystems. 2. Release 3.2 and earlier releases use a removable tape for the backup medium. When a removable tape is full, the DEFINITY AUDIX system rewinds to the beginning of the tape, and does the indicated backup(s), removing all previous backups. To prevent all previous backups from being deleted, you may want to swap out this tape with a new one before it fills up. Refer to Chapter 6, ‘‘Ongoing Data Administration’’ for instructions on replacing the removable tape when it becomes necessary. Release 4.0 uses an MO disk for the backup medium. This MO disk can also become full. However, when the disk is full the DEFINITY AUDIX system attempts to reuse space from the oldest backup of the same type as the one being performed. It always leaves at least one backup of the same type on the MO disk. If it cannot overwrite the same type of backup, it reports an alarm. In this case you will need to replace the MO disk. Refer to Chapter 6, ‘‘Ongoing Data Administration’’ for instructions on replacing the MO disk. 3. If your DEFINITY AUDIX system is new or if you have recently added a number of subscribers, monitor DEFINITY AUDIX port usage and capacity to determine if your system is providing an acceptable grade of service. It is recommended that you monitor port and disk usage regularly and plot it over time to anticipate a need for additional ports or a larger disk. For more information about port capacities, refer to Chapter 8, ‘‘Traffic Reports’’. DEFINITY AUDIX System Administration 585-300-507 4 Ongoing Preventive Maintenance Monthly Preventive Maintenance Tasks Issue 7 May 1999 4-4 Monthly Preventive Maintenance Tasks Perform the following preventive maintenance tasks each month: 1. Check system limits and update as necessary. System limits, which define system-wide parameters such as the maximum number of subscribers allowed, the total number of messages allowed across all subscriber mailboxes, and the total number of lists allowed per subscriber are defined on the System-parameters Limits screen. System limits parameter information should be updated each month to reflect your actual operation, and even more frequently during the initial months of system operation when new subscribers and features are added to the system and system activity increases. You must monitor limits carefully since disk space is limited. 2. If you are not monitoring DEFINITY AUDIX port and disk usage and capacity on a weekly basis, do so on a monthly basis to determine if your system is providing an acceptable grade of service and to plan for future growth. 3. With 3.2 and earlier releases, clean the removable tape on an as-needed basis. Your DEFINITY AUDIX system came with a tape-cleaning kit that you can use occasionally to keep your tape in good shape. DEFINITY AUDIX System Administration 585-300-507 5 Issue 7 May 1999 Ongoing Subscriber Administration Overview Ongoing Subscriber Administration 5-1 5 This chapter describes subscriber administration that is performed as required during normal DEFINITY AUDIX system operation. Overview Ongoing subscriber administration includes administrative activities that you must complete daily as well as some that you must complete only occasionally. Many of these procedures may have been performed already during the initial administrative phase (for example, adding subscribers to the system). Either you or Lucent add the initial set of subscribers to the system during the initial phase, but personnel changes within your company will require that you also add and remove subscribers on a continuing basis. There are also procedures described in this chapter that were not described in previous chapters (for example, changing subscriber names). There are two general categories of ongoing subscriber administration — routine administration and problem solving: ■ Routine subscriber administration involves activities such as adding and removing subscribers and changing their passwords, names, and extensions. ■ Problem solving can involve anything from answering simple questions about using the DEFINITY AUDIX system to determining why a subscriber is not able to create messages. A sample subscriber change-request form is shown in Appendix A, ‘‘Communicating with Subscribers’’, to give you one way in which subscribers can communicate their problems to you. DEFINITY AUDIX System Administration 585-300-507 5 Ongoing Subscriber Administration Adding New Subscribers Issue 7 May 1999 5-2 Adding New Subscribers After the initial group of subscribers has been added, you must still regularly add subscribers as new employees join your company or existing employees without DEFINITY AUDIX service are added. Adding a subscriber involves assigning the individual a login and (optionally) a password, defining a set of permissions called class of service options that control the individual’s DEFINITY AUDIX service, and (optionally) recording the subscriber’s name as it will be spoken by the DEFINITY AUDIX system. Use your administration terminal to add subscriber information (name, extension, password, and service options) to the DEFINITY AUDIX system. Perform the following steps to add new subscribers: 1. Inform the switch administrator that new subscribers are being added and that call coverage paths need to be established for them. DEFINITY AUDIX system switch administration requirements are described in Chapter 2, ‘‘Preparing for DEFINITY AUDIX System Operation’’. 2. Add subscriber information (name, extension, and service options) to the DEFINITY AUDIX data filesystem. Use the Subscriber screen to add new subscribers to the DEFINITY AUDIX system. Refer to the DEFINITY AUDIX System Screens Reference for a complete description of this screen. Alternatively, you may use the AUDIX Administration and Data Acquisition Package (ADAP) to enter new subscriber information directly into the DEFINITY AUDIX directory database. This is convenient for entering a large number of subscribers since you can enter them as a group instead of entering them individually on the Subscriber screen. Refer to AUDIX Administration and Data Acquisition Package, 585-302-502, for more information about using ADAP. 3. Assign subscribers an initial password that is less than the minimum password length defined on the System-Parameters Features screen. When the subscriber logs on to the DEFINITY AUDIX system for the first time, he or she then will be forced by the DEFINITY AUDIX system to enter a new password that is at least as long as the required minimum. This is a good way to ensure that subscribers do not continue using the default password you assign them initially. Also if the Password Aging feature is active, subscribers will be required to change their password according to the Password expiration interval defined on the System-Parameters Features screen. DEFINITY AUDIX System Administration 585-300-507 5 Issue 7 May 1999 Ongoing Subscriber Administration Adding New Subscribers 5-3 4. If none of the predefined classes of service meet a particular subscriber’s needs, you can customize the subscriber’s service options by assigning a class of service and then changing information via the Subscriber screen. The subscriber’s service options then are independent of the assigned class of service and will not be updated by changes made to any Class of Service screen. For more information about classes of service, see ‘‘Evaluating Subscriber Classes of Service’’ in this chapter. 5. Either you or the subscriber must make a voice recording of the subscriber’s name for use as a voice fragment that the DEFINITY AUDIX system speaks during call answering. If the Name Record By Subscriber feature is used, the DEFINITY AUDIX system will prompt subscribers to speak their own names the first time they log in. It is recommended that you activate this feature since it will significantly decrease your workload. Otherwise, you must record all of the subscriber names yourself. Refer to ‘‘Creating and Changing Subscriber Name Recordings’’ below for instructions on recording subscriber names. 6. If you enter a large number of subscribers, you may want to manually back up the names filesystem when you are finished. This data is normally backed up automatically each Sunday, but you may want to protect your work in the interim if you have recorded name fragments for a large number of users. To perform a demand backup of the subscriber names data, execute the save weekly command. You also may want to back up system data, though your exposure to data loss is not as great because the system data filesystem is backed up automatically each night. However, to perform a demand backup of system data, execute the save nightly command. Refer to ‘‘Backing Up Filesystems and Subdirectories’’ in Chapter 6, ‘‘Ongoing Data Administration’’, for more information about manually backing up data. NOTE: The next step is not necessary if you are using the CL switch integration method. 7. If you are using the Display Set mode of switch integration, run the switch-names audit once you have added all of the new subscribers. This audit can take anywhere from 5 to 30 minutes and will not impact system performance in any significant way. The audit matches each voice name with a valid local or remote subscriber on the switch. For more information about audits, refer to Chapter 7, ‘‘Alarms, Logs, and Audits’’. You may add each subscriber as the request to do so comes in, or you may prefer to wait until you have several requests and then add a group of subscribers. In any case, you should notify new subscribers once they have been given service and, if you have assigned a default password, inform each subscriber of the password. DEFINITY AUDIX System Administration 585-300-507 5 Issue 7 May 1999 Ongoing Subscriber Administration Creating and Changing Subscriber Name Recordings 5-4 Creating and Changing Subscriber Name Recordings Even if Lucent personnel added subscribers during the initial administration phase, you (or the subscriber) must still record voiced name fragments for each subscriber. Lucent does not make these recordings during initial administration. The subscriber name recording is the spoken name you record for each DEFINITY AUDIX subscriber. This fragment is spoken by the DEFINITY AUDIX system during call answering, such as “Your call is being answered by AUDIX. John Jones is not available.” The first fragment (Your call is being answered by AUDIX.) and the third fragment (is not available.) are DEFINITY AUDIX system fragments; the second fragment (John Jones) is the subscriber’s recorded name fragment. You have two options for recording subscriber name fragments: ■ Have subscribers record their own name recordings — the recommended option. The name record by subscriber feature must be activated on the System-Parameters Features screen. When this feature is active, subscribers will be prompted the first time they log on to voice their name for use as a name fragment. However, if you choose to record subscriber names before they log in for the first time, they will not be prompted to record their name but will have the option of doing so using the DEFINITY AUDIX subscriber administration voice menu. ■ Record them yourself in a voice that sounds similar to the one in which the DEFINITY AUDIX system fragments were recorded. Record subscriber names using the extension that has announcement control permission. 1. Log in to the DEFINITY AUDIX system using your touch-tone telephone. 2. Access the administrative menu. 3. Identify the subscriber’s extension. 4. Speak the name in response to DEFINITY AUDIX voice prompts. The procedure for changing subscriber name recordings is the same as for creating the recording: you simply record over the old recorded name using the same procedure. If the Name Record by Subscriber feature is activated, subscribers can select options from the DEFINITY AUDIX voice menu to re-record their names. Typically, you would do this when a subscriber has married and changed her name, for example, or when a subscriber is not satisfied with the pronunciation or quality of the name recording. Additionally, a subscriber might like to re-record his/her name to include certain status information like, “John Jones on vacation until October 10,” or “Mary Smith out on business until November 1." DEFINITY AUDIX System Administration 585-300-507 5 Issue 7 May 1999 Ongoing Subscriber Administration Removing Subscribers 5-5 If you do not use the Name Record By Subscriber feature (or want to record the names initially even though you will allow subscribers to change the recording), perform the following steps to create or change a subscriber’s name recording: 1. Dial the DEFINITY AUDIX system extension. 2. Enter your extension (the one that has announcement control permission) followed by the pound sign # when prompted. 3. Enter your password followed by the pound sign 4. Press 9 to perform system administration. 5. Press 4 to record a subscriber’s name. # when prompted. 6. Enter the extension of the subscriber whose name you are about to record followed by the pound sign # when prompted. 7. Speak the subscriber’s name clearly when prompted. 8. Press # to signify the end of the recording. 9. When you are finished with this subscriber, choose one of the following: ■ Repeat steps 6 — 8 for each additional subscriber to be added. ■ Press * R to return to the activity menu, or just hang up to exit from the DEFINITY AUDIX system. Removing Subscribers Removing a subscriber means deleting the subscriber’s name and extension from the system directories and the subscriber’s name fragment from the names filesystem. You need to remove subscribers any time they leave your company or no longer require DEFINITY AUDIX service. This process requires fewer steps than adding a subscriber because both the name fragment and the subscriber’s name and extension records can be removed in one step. Use the Subscriber screen to remove DEFINITY AUDIX subscribers. Refer to the DEFINITY AUDIX System Screens Reference for a complete description of this screen. After the subscriber is removed, all records pertaining to the subscriber are deleted automatically by DEFINITY AUDIX audits that are executed every Friday night. For more information about audits, see Chapter 7, ‘‘Alarms, Logs, and Audits’’. DEFINITY AUDIX System Administration 585-300-507 5 Ongoing Subscriber Administration Reassigning Subscriber Default Passwords Issue 7 May 1999 5-6 Reassigning Subscriber Default Passwords If subscribers forget their passwords, you must reassign a default password to allow them to again log in to the DEFINITY AUDIX system. The subscriber then should change the default password to a unique, personal password. Use the Subscriber screen to reassign default passwords. Refer the DEFINITY AUDIX System Screens Reference for a complete description of this screen. Although reassigning a default password is simple, it is time-consuming for you. Therefore, ask subscribers to choose passwords that are easy for them to remember (but not easy to decode by others). Unlocking Locked Subscriber Logins For security purposes, the DEFINITY AUDIX system accepts only three unsuccessful login attempts per subscriber session (call to the DEFINITY AUDIX system) before disconnecting. The DEFINITY AUDIX system also monitors the number of unsuccessful consecutive login attempts per subscriber. If this number exceeds the number defined on the System-Parameters Features screen, the DEFINITY AUDIX system locks out that subscriber’s login ID, thus preventing further system access. The subscriber cannot access the DEFINITY AUDIX system until you unlock the subscriber’s login. Use the Subscriber screen to unlock subscriber logins. Refer to the DEFINITY AUDIX System Screens Reference for a complete description of this screen. NOTE: If a subscriber is repeatedly being locked out of the DEFINITY AUDIX system, some unauthorized person may be attempting to tamper with that subscriber’s mailbox. Report this to the subscriber’s manager or to your company security office before unlocking the login ID. In addition, if the unsuccessful login attempts have been made from an extension other than that of the owner of the mailbox, the Administration Log will contain information about the break-in attempts. DEFINITY AUDIX System Administration 585-300-507 5 Issue 7 May 1999 Ongoing Subscriber Administration Changing a Subscriber’s Name or Extension 5-7 Changing a Subscriber’s Name or Extension Subscribers may request that their names be changed in the system directory for a variety of reasons, or they may be assigned a different extension. Use the Subscriber screen to change subscriber names or extensions in the DEFINITY AUDIX directory. Refer to the DEFINITY AUDIX System Screens Reference for a complete description of this screen. Alternatively, you may use ADAP to change subscriber information directly in the DEFINITY AUDIX directory database. Refer to AUDIX Administration and Data Acquisition Package, 585-302-502, for more information about using ADAP. If you change a subscriber’s name, you or the subscriber must record a new name fragment over the subscriber’s existing name fragment to reflect this change. Refer to Creating and Changing Subscriber Name Recordings earlier in this chapter for instructions. Names or extensions may be changed without disrupting mailing lists. A unique subscriber ID that is unrelated to the name or extension is associated with the subscriber’s mailbox for lists and personal directories. Lists are automatically updated for name changes. For example, if Jane Doe is on a mailing list and her name has been changed to Jane Smith, then the list will be updated automatically to reflect the change. Listing Subscribers by Name or Extension DEFINITY AUDIX subscribers and their extension numbers can be listed on your display screen, either alphabetically by name or numerically by extension. When listed alphabetically, the assigned class of service name or number also is displayed for each subscriber. Use the list Subscriber screen to list DEFINITY AUDIX subscribers alphabetically or the list Extensions screen to list DEFINITY AUDIX extensions numerically. Refer to the DEFINITY AUDIX System Screens Reference for a complete description of these screens. DEFINITY AUDIX System Administration 585-300-507 5 Issue 7 May 1999 Ongoing Subscriber Administration Evaluating Subscriber Classes of Service 5-8 Evaluating Subscriber Classes of Service Each subscriber’s class of service is controlled by service options that you administer to best meet individual subscriber requirements. These service options control features such as addressing mode (by name or by extension) and the order in which messages are read out to the subscriber. Use the Class of Service screens to display and change individual classes of service, and the list cos command to list all service classes. Refer to the DEFINITY AUDIX System Screens Reference for a complete description of these screens. The Class of Service screen contains fields that, together, represent the full set of administrable service options. After defining classes of service, you then can assign a particular class of service to each subscriber you add to the DEFINITY AUDIX system with the Subscriber screen. The DEFINITY AUDIX system then automatically assigns the subscriber all of the service options predefined by that class of service. Your system includes 12 class of service names (class0 - class11). All 12 classes of service are available for you to modify and rename as required to define classes of service which meet different types of subscriber requirements within your organization. The default class of service is class0. Initially, the other 11 classes of service are populated with the same values as class0 until you decide how to customize them to suit subscriber needs. The particular service options that subscribers within your organization will require may not be immediately obvious. Initially, you may want to assign all subscribers the default class of service. Or, you may want to modify one of the other classes of service and then assign it to all subscribers. Either method will provide subscribers with adequate interim service. Once you become familiar with the needs of your organization, you will be better able to identify the classes of service that are most useful. Then you can use the Class of Service screen to meet these needs. If you modify certain fields for a particular class of service after subscribers have been assigned that class of service, those subscribers will automatically have the same fields updated on their subscriber records. For example, if you change the INCOMING MAILBOX Order field from “fifo” to “lifo” for the class of service named class8 (cos 8), then all subscribers with either class8 or 8 in the cos field on their Subscriber screen also will have the INCOMING MAILBOX Order field changed automatically. For further explanation of the Class of Service screen, refer to the DEFINITY AUDIX System Screens Reference. DEFINITY AUDIX System Administration 585-300-507 5 Issue 7 May 1999 Ongoing Subscriber Administration Evaluating Subscriber Classes of Service 5-9 Class of service options defined in a specific class of service can be overridden on a subscriber-by-subscriber basis. Use the Subscriber screen to change individual subscriber class of service options. Refer to DEFINITY AUDIX System Screens Reference for a complete description of this screen. Customizing the subscriber’s class of service by entering information directly in the class of service fields on the change Subscriber screen overrides the values of the assigned class of service. You also can change the following options for an individual subscriber on the Subscriber screen: ■ Covering extension You can change the subscriber’s default covering extension if you give the subscriber the Escape to Attendant feature. ■ Permission types You can change the following permission types for a subscriber: ■ Permission Type Meaning auto-attendant Automated Attendant bulletin-board Bulletin Board call-answer Call Answer none No Call Answer — Voice Mailbox only Message retention You can change the retention period for both old and new, incoming and outgoing voice messages. ■ Message length You can change the length (in seconds) of voice mail messages, call answer messages, and end-of-message warnings. ■ Mailbox size You can change the size (in seconds) of a subscriber’s mailbox. ■ Lucent INTUITY Message Manager You can enable or disable INTUITY Message Manager IMAPI access and IMAPI voice file transfer for a particular subscriber. ■ Multilingual You can customize Multilingual usage for a particular subscriber. DEFINITY AUDIX System Administration 585-300-507 5 Issue 7 May 1999 Ongoing Subscriber Administration Changing the DEFINITY AUDIX Extension Length ■ 5-10 PERMISSIONS, Outcalling You can enable or disable whether a subscriber can activate Outcalling, which alerts a subscriber to new messages by placing a call to that subscriber. ■ PERMISSIONS, Priority Messages You can enable or disable whether a subscriber can send priority voice mail messages to other subscribers. ■ PERMISSIONS, Broadcast You can change the type of broadcast messages that can be created by a subscriber — voice, login, both, none. Changing the DEFINITY AUDIX Extension Length This procedure, while rarely required, can save you from having to delete and re-enter all subscribers if your switch numbering plan changes. Changing the number plan requires that the switch and its DEFINITY AUDIX system be updated with the new extension numbers. This procedure can be made faster by using ADAP. To change the DEFINITY AUDIX system extension length: 1. Change the extension length on the Machine screen to the new length and also change the start and end extensions to match the new length. 2. Reboot the system using the Reset System Reboot screen. 3. Change the system covering extension on the System-Parameters Features screen to the new number. 4. Change the DEFINITY AUDIX port extensions on the Voice-Group screen to the new numbers. 5. Change subscriber extensions using the Subscriber screen to add or delete the leading digit in compliance with the new switch numbering system. Also on this screen, change the personal covering extension (if one was assigned). If this subscriber is also an Automated Attendant, go to page 3 of the screen and change any extensions as appropriate. 6. If your DEFINITY AUDIX system has the Outcalling feature, but is limited to extensions that are on the switch, change the Maximum Number Digits field on the System-Parameters Outcalling screen to the new extension length. 7. Enter the new extension numbers in the TIMEOUT PARAMETERS, Extension field on the Switch-Link screen. DEFINITY AUDIX System Administration 585-300-507 5 Ongoing Subscriber Administration Subscriber Features Issue 7 May 1999 5-11 8. Reboot the system using the Reset System Reboot screen. 9. Alert subscribers to these changes since they will have to use more or fewer digits when logging in, addressing voice mail, and calling other extensions. They also should check their outcalling number; if it is an extension in the switch numbering system, they will have to re-enter it. Subscriber Features Besides the features that you learned about in Chapter 3, ‘‘Feature Administration’’, there are a number of features used by DEFINITY AUDIX subscribers with which you should familiarize yourself. Reviewing each feature individually will help you to train subscribers to use DEFINITY AUDIX features effectively, taking full advantage of DEFINITY AUDIX functionality. Automatic Message Scan The Automatic Message Scan feature allows a subscriber to have all new messages played without requiring additional button presses. The subscriber then can listen to just headers, just messages, or both headers and messages continuously from the first new message to the last. The subscriber controls this feature through the DEFINITY AUDIX voice menu prompts. No specific DEFINITY AUDIX system administration is required for this feature. Delivery Scheduling The Delivery Scheduling feature allows subscribers to schedule delivery of voice mail messages to other subscribers for any day and time up to a year in the future using their touch-tone telephones and DEFINITY AUDIX voice prompts. Normally, the DEFINITY AUDIX system delivers messages immediately. No specific DEFINITY AUDIX system administration is required to use this feature. Dial-By-Name The Dial-By-Name feature allows callers who do not know a subscriber’s extension to dial * T (transfer out of AUDIX) and * A (alternate addressing) and then dial the subscriber’s name to call the extension. No specific DEFINITY AUDIX system administration is required to use this feature; however, you must have the Call Transfer Out of AUDIX feature activated to use * T . Directory The Directory feature allows callers to dial * * N (names and numbers directory) command to find out the name or extension of a DEFINITY AUDIX subscriber. No specific DEFINITY AUDIX system administration is required to use this feature. DEFINITY AUDIX System Administration 585-300-507 5 Ongoing Subscriber Administration Subscriber Features Issue 7 May 1999 5-12 Full Mailbox Answer Mode The Full Mailbox Answer Mode feature enables the DEFINITY AUDIX system to respond to a call directed to a full mailbox with the subscriber’s personal greeting, if active, followed by system announcements. The announcements inform the caller about the full mailbox condition and offer other available call answer options, such as dialing 0 to reach a covering extension or operator. The full mailbox system announcements cannot be dialed through, although the list of options can be. If the caller does not respond within an administered time period, the call is transferred automatically to the covering extension. The covering extension must be administered on the Subscriber or System-Parameters Features screen or the DEFINITY AUDIX system will disconnect the call after the timeout period. No specific DEFINITY AUDIX system administration is required to use this feature. The default number of seconds that the DEFINITY AUDIX system will wait for a response to a full mailbox announcement is five seconds. You can change this on the System-Parameters Features screen. Personal Directory The Personal Directory feature allows individual subscribers to create a private list of up to 25 customized names for frequently-called subscribers. These names can be shorthand abbreviations or the same as the corresponding directory names. This list is searched first when the subscriber uses addressing by name, transfer by name, or the directory feature. No specific DEFINITY AUDIX system administration is required to use this feature. Playback and Recording Control The Playback and Recording Control feature can be used by anyone entering the DEFINITY AUDIX system to create, leave, or listen to messages. This feature allows subscribers to edit voice mail and call answer messages they create and allows callers to edit call answer messages they create, using the touch-tone keys on their phone. No specific DEFINITY AUDIX system administration is required to use this “cut-and-paste” capability. Private Messages The Private Messages feature allows subscribers to designate outgoing voice mail as private. If this feature is activated, recipients will be unable to forward these messages. A private message cannot be forwarded by the recipient. To mark a message private, press 1 during the delivery options menu. No specific DEFINITY AUDIX system administration is required to use this feature. DEFINITY AUDIX System Administration 585-300-507 5 Ongoing Subscriber Administration Responding to Subscriber Issues Issue 7 May 1999 5-13 Security Password The Security Password feature protects your DEFINITY AUDIX system from unauthorized access by requiring that subscribers enter a numeric password in addition to their extension number when logging in to the DEFINITY AUDIX system. A default numeric password is assigned on the Subscriber screen for each subscriber. Subscribers then change this password when they log in for the first time (and as required on an ongoing basis) using their touch-tone telephone in response to DEFINITY AUDIX voice prompts. If Password Aging is on for the system, subscribers will be required to change their password periodically when the password expiration interval has been reached. There is no specific DEFINITY AUDIX system administration required to use the security password. You can control the minimum number of characters required for DEFINITY AUDIX passwords and set up Password Aging on the System-Parameters Features screen. Subscriber passwords must be at least as many characters as defined on this screen and not more than 15 total characters. NOTE: If you, the administrator, assign a default password of less than the minimum number of digits specified on the System-Parameters Features screen when adding new subscribers, the new subscribers will be forced to change their password the first time they log on to the DEFINITY AUDIX system. For security purposes, this is a good way to ensure that subscribers change their default passwords before they begin using DEFINITY AUDIX services. Untouched Message The Untouched Message feature allows a subscriber to hold a message in the new category after listening to it, leaving message notification active for the message. This is done by the subscriber using the * * H (hold) command from the DEFINITY AUDIX voice menu. No specific DEFINITY AUDIX system administration is required to use this feature. Responding to Subscriber Issues Subscribers occasionally need help with problems or answers to questions (if they are not getting their messages and don’t know why, for example). They also are likely to make simple requests (they want name addressing instead of extension addressing). In either case, it is up to you to resolve issues that arise. This requires familiarity with the system. Familiarity will help you to relate sometimes inexact or hazy descriptions of problems brought to you by subscribers with the correct diagnoses and solutions. Suppose, for example, a subscriber comes to you saying that he or she is trying to send a message to another subscriber but the DEFINITY AUDIX system has indicated that the message is undeliverable. DEFINITY AUDIX System Administration 585-300-507 5 Ongoing Subscriber Administration Remote Subscriber Administration Issue 7 May 1999 5-14 Because you know the system so well, you might correctly conclude that this is because the recipient’s mailbox is full. The solution is either for the recipient to delete any unnecessary messages or for you to increase the recipient’s mailbox size. This is an overly simplified example but one that illustrates the kind of situation that you might experience. To simplify dealing with subscribers in these types of situations, you should develop some method by which subscribers may communicate with you. The two obvious possibilities are in writing and by phone. A change-request form is shown in Appendix A, Communicating with Subscribers. You might wish to use a similar form within your company. Such a form has two functions: ■ It allows subscribers to request (in writing) changes they would like made in their service attributes. ■ It allows subscribers to report complaints and problems. Asking subscribers to write things down also will allow you to keep a record of the communication. The other avenue for communication might be by telephone via the DEFINITY AUDIX system. You could set up a special mailbox for yourself specifically for DEFINITY AUDIX system issues. Subscribers then could call this number any time to express an opinion, idea, or issue about the DEFINITY AUDIX system. You will have to interact with subscribers on a regular basis. Therefore, choose a method for handling their issues that suits you as well as meets their needs. Remote Subscriber Administration A remote subscriber is one who subscribes to a remote machine connected to the local machine. Remote subscribers can exchange voice messages with local subscribers. As these contacts take place, the local DEFINITY AUDIX system stores address information for remote subscribers so contacted. You can expand this information by manually administering remote subscribers as described in DEFINITY AUDIX System Digital Networking , 585-300-534. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Overview Ongoing Data Administration 6-1 6 This chapter describes data administration that is performed as required during normal DEFINITY AUDIX system operation. Overview Ongoing data administration includes activities that you perform as a part of your daily or weekly routine, and other activities that you need to perform only when circumstances dictate action on your part. For example, increases in the number of subscribers and system usage will require that you regularly check the available free space within the filesystems to keep the data manageable. How DEFINITY AUDIX Data Are Organized DEFINITY AUDIX software is organized into filesystems that contain the system software, subscriber information, system announcements, and voice messages that comprise the DEFINITY AUDIX system. Filesystems are stored on your DEFINITY AUDIX system’s hard disk. In order to properly administer your DEFINITY AUDIX system and keep it running efficiently, you must understand three basic concepts about filesystem organization: ■ Volumes — The physical disks upon which information is stored ■ Filesystems — Organized collections of information (files) on the volumes ■ Files — Information stored within each filesystem DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration How DEFINITY AUDIX Data Are Organized 6-2 To help understand these concepts, think of a filing cabinet, its drawers, and the files within each drawer as shown in Figure 6-1, Example of Volume, Filesystems, and Files. In this analogy, the filing cabinet represents a DEFINITY AUDIX system volume. It is divided into drawers (or filesystems), each of which contains different kinds of information. Filing cabinet drawers perform the same organizational function in the filing cabinet as filesystems perform within a volume. Finally, each drawer in the cabinet contains files. These files hold data of a similar topic and function in the same way as software files within the filesystems. Storage filesystem Master data filesystem Volume (hard disk) File System data filesystem Figure 6-1. Example of Volume, Filesystems, and Files Volumes Volume is the software term for a disk. A hard disk is a permanent disk that is used to store DEFINITY AUDIX filesystems. Removable tapes and MO disks are used for backing up DEFINITY AUDIX filesystems and installing new software. For more information on backing up data, refer to ‘‘Backing Up Filesystems and Subdirectories’’ later in this chapter. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration How DEFINITY AUDIX Data Are Organized 6-3 Filesystems A filesystem is a collection of files and their associated directories. Filesystem information may be backed up and recovered during the course of DEFINITY AUDIX system administration. It is possible for some filesystems to grow to the limits of the allocated disk space, jeopardizing overall system efficiency. Therefore, it is important for you to understand filesystems. Table 6-1, DEFINITY AUDIX Filesystems, describes the filesystems with which you will be concerned: Table 6-1. DEFINITY AUDIX Filesystems Filesystem Automatic Backup? Use Storage Names Directory is backed up Sunday P.M. Contains DEFINITY AUDIX voice messages and personal greetings (Voice Text Directory), announcement fragments (Announcement Directory) for all announcement sets, and subscriber and machine names (Names Directory). The size of this filesystem is fixed. Master Data No Contains non-voice DEFINITY AUDIX data for management devices residing on the multi-function board (MFB). Contains the error logs, alarm log, activity log, event log, and traffic billing information. System Data Nightly Contains message headers, mailing lists, subscriber profiles, and message-waiting lamp status. Contains the delivery request file and subscriber mailboxes. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Maintaining Filesystem Sizes 6-4 Filesystem Interactions During normal operation, DEFINITY AUDIX filesystems work independently of each other under the direction of a set of software managers. These managers, in tandem with hardware and firmware managers, allow the files, filesystems, and system hardware to work smoothly together. Since filesystems are handled separately, it is possible for different filesystems to contain conflicting information. For example, if a subscriber is removed from the DEFINITY AUDIX system, the System Data filesystem may contain mailing lists that include the deleted subscriber’s name. To reconcile possible conflicts among filesystems, software programs called audits run each night to check for inconsistencies and, where possible, update information in filesystems to correct problems. For example, audits remove all references to a deleted subscriber, including deleting the subscriber’s name from mailing lists and canceling message deliveries to that subscriber. System audits are described in Chapter 7, ‘‘Alarms, Logs, and Audits’’. Maintaining Filesystem Sizes The DEFINITY AUDIX system does not allow for automatic filesystem growth. However, you can purchase additional hours of storage if you require them. You are responsible for monitoring the amount of free space within your system. Low free space is noted on the administration terminal status line and in the administration log. For more information about the administration log, refer to Chapter 7, ‘‘Alarms, Logs, and Audits’’. See the DEFINITY AUDIX System — System Description, 585-300-205 or DEFINITY AUDIX System Release 4.0 System Description, 585-300-214 for DEFINITY AUDIX capacities including hours of storage and maximum subscribers. Perform the following tasks to monitor filesystem sizes and identify problems. These tasks show how to evaluate filesystem space, determine when a threshold exception has occurred, determine which filesystem has caused the exception, and take appropriate action to correct the problem. DEFINITY AUDIX System Administration 585-300-507 6 Ongoing Data Administration Maintaining Filesystem Sizes Issue 7 May 1999 6-5 Checking for Threshold Exceptions Monitor the thresholds field on the STATUS line at the top of the administrative forms. This field displays the word “none” if no exceptions exist. It may take up to 30 minutes for a threshold exception to be reported or for the exception to clear if sufficient space is freed up in the filesystem. When a threshold exception occurs, the thresholds field displays one of the following messages: Message Description Lower This indicates that a lower message space threshold has been exceeded within the total message space available for voice messages. If you are using the default lower threshold that was delivered on the System-Parameters Thresholds screen, this means that 75% of the message space available has been used. Ask subscribers to delete all unnecessary messages and greetings from their mailboxes. Middle This indicates that a middle message space threshold has been exceeded within the total message space available for voice messages. If you are using the default middle threshold that was delivered on the System-Parameters Thresholds screen, this means that 85% of the message space available has been used. Ask subscribers to delete all unnecessary messages and greetings from their mailboxes. Upper This indicates that an upper message space threshold has been exceeded within the total message space available for voice messages. If you are using the default upper threshold that was delivered on the System-Parameters Thresholds screen, this means that 95% of the message space available has been used. You already should have asked subscribers to delete unnecessary messages when each of the other two thresholds were reached. Therefore, it is probably useless to ask subscribers to delete additional messages and greetings again. Instead, consider decreasing the retention times on the Class of Service screen to allow the system to automatically delete messages sooner. Then run audit mailboxes to delete messages that are older than this new retention time. If your system is currently using a 6-hour,15-hour or 40-hour disk, you also may consider going to a larger disk. If you are currently seeing threshold exceptions on the status line and do not want to purchase additional storage hours, you can adjust the thresholds on the System-Parameters Thresholds screens so that you will not be notified until a higher percent of storage space is used. If you set the thresholds too high, you run the risk of running out of storage space without adequate warning. If you adjust the threshold to 100% you may see storage 0 alarms indicating that you are running out of space. DEFINITY AUDIX System Administration 585-300-507 6 Ongoing Data Administration Backing Up Filesystems and Subdirectories Issue 7 May 1999 6-6 Backing Up Filesystems and Subdirectories Some filesystems and subdirectories are backed up on tape or MO disk automatically by the DEFINITY AUDIX system on a regular basis. You may need to manually back up pertinent filesystems and subdirectories after making major system changes, after entering large numbers of new subscribers, or when you are experiencing system problems and do not want to risk losing information that was entered since the last automatic backup. Because of the types of data stored in the different filesystems and subdirectories, not all system filesystems and subdirectories are normally backed up. All that is required to recover from a disk crash or other major problem is a current copy of the System Data filesystem, one version of the Announcement directory of the Storage filesystem (only necessary if you customize announcements), and a copy of the Names directory of the Storage filesystem. With these filesystem or directory backups, you can recover all the necessary filesystem data except the messages and greetings in the Voice Text directory of the Storage filesystem. It is advisable to backup messages and greetings with the save voice command to save subscriber greetings, Automated Attendants and Bulletin Boards. This backup will speed recovery of your system if a reload is necessary. With 3.2 and earlier releases, three removable tapes were shipped with the DEFINITY AUDIX system: one containing system programs and two that are blank. With release 4.0, four magneto-optical disks were shipped with the DEFINITY AUDIX system: one containing system programs, one language disk and two 640 MB disks for backups. One of the tapes or MO disks that was shipped blank should be installed at all times for backing up the System Data filesystem (which is done automatically each night) and the Names Directory on the Storage filesystem (which is done automatically each week). This tape or MO disk also is normally used to manually back up filesystems. With 3.2 and earlier releases, you should periodically change the backup tape since, if it becomes full, it will overwrite your current backup. Look for warnings about a full tape in the Administration Log. With release 4.0, the Magneto-optical (MO) disk drive will not overwrite your current backup. It always leaves at least one backup of the same type on the MO disk. If the MO disk is full and the drive cannot overwrite the same type of backup, it reports an alarm. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Backing Up Filesystems and Subdirectories 6-7 Backup requirements for individual filesystems are as follows: Filesystem Backup Requirements Storage; Announcement Directory The Announcement Directory does not require a backup unless you have customized announcements. If you make changes to customized announcements, copy this directory to a tape or MO disk using the save Announcements screen after you make changes. If you do not have customized announcements, you already have a backup on the original factory tape. Storage;Names Directory The Names Directory contains subscriber names and is backed up automatically every Sunday night if administered to do so on the System-Parameters Features screen. After you record a large number of subscriber names, you may want to back this directory up immediately by executing the save weekly command. Storage;Voice Text Directory Not all issues of release 3.2 allow backup of messages and greetings with the customer login. With release 4.0 use the save voice command to backup these messages and greetings. Because this command saves all voice messages and greetings, be sure that you have adequate space on your MO disk before you begin the save. You may want to use a separate MO disk just for this operation. System Data The System Data filesystem contains information that must be recovered if you lose filesystem information. Because of the importance of this data, the system data filesystem is backed up automatically each night by the DEFINITY AUDIX system after the nightly audits, which start at 1:00 a.m. NOTE: Be certain that the switch audits and the DEFINITY AUDIX audits do not run at the same time. If they are scheduled for the same time, change the time for the switch audits. Thus, you do not need to manually back up this filesystem unless your system is experiencing problems and you want to ensure that a current copy is stored on a removable tape or MO disk. You can perform a demand backup of this filesystem by executing the save nightly command. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Adding an Additional Announcement Set 6-8 Adding an Additional Announcement Set You can install up to nine announcement sets on the DEFINITY AUDIX system subject to the amount of storage space that is available. Each announcement set takes up storage space on the system and may take storage space away from voice text information. Before installing another announcement set, check the amount of space available on the List Measurements Load Day screen. Ensure that there is enough storage space to install the announcement set and still have adequate voice text storage space. Refer to DEFINITY AUDIX System — System Description, 585-300-205, or DEFINITY AUDIX System Release 4.0 System Description, 585-300-214 for an estimate of the amount of storage space needed by each announcement set. Refer to DEFINITY AUDIX System — Installation, 585-300-111, or Installation and Switch Administration for the DEFINITY AUDIX System Release 4.0, 585-300-122 for instructions on installing the additional announcement set. Replacing an MO disk Use the following procedure to replace an MO disk in the DEFINITY AUDIX system: 1. Enter remove MO-disk to unlock and unload the MO disk. 2. Remove the MO disk from the drive. Replace it with a new MO disk. 3. Enter add MO-disk. This clears mo-disk medium-related alarms, loads the MO disk, and adds the default volume label. Optionally, if you are reusing an MO disk, you can add initialize to the add MO-disk command. This will remove all data on the disk while retaining the volume label. Replacing a Removable Tape Use the following procedure to replace a tape in the DEFINITY AUDIX system: 1. Enter remove tape to unlock and unload the tape. 2. Remove the tape from the drive. Replace it with a new tape. 3. Type the add tape command. This clears any existing alarms (except cleaning alarms), loads the cartridge, and adds the default ID label. Cleaning a Tape You need to clean the DEFINITY AUDIX tape periodically. Refer to Chapter 4 of DEFINITY AUDIX System — Maintenance, 585-300-110, for the tape cleaning procedure. DEFINITY AUDIX System Administration 585-300-507 6 Ongoing Data Administration Recovering Backed-up Filesystem Information Issue 7 May 1999 6-9 Recovering Backed-up Filesystem Information Occasionally, system hardware problems may occur causing all or part of the information on the hard disk to be destroyed. You will be notified of filesystem or volume problems by an alarm indication on the STATUS line of your terminal. When an alarm is indicated, check the alarm log to determine the type of problem. The alarm log will display a fault code indicating file trouble and a resource type indicating the filesystem that is corrupt (damaged in some way). These codes are listed in DEFINITY AUDIX System — Maintenance, 585-300-110 or DEFINITY AUDIX System Release 4.0 Maintenance, 585-300-121. You will need to report this information to the service technician. The service technician must determine the cause of the problem and perform a recovery of the filesystems that are corrupt. The recovery is made from the backup copies of these filesystems. For this reason it is extremely important to ensure that the nightly backups of the System Data filesystem are made and to check the backup media onto which the filesystems are backed up to ensure that no current data is lost. See ‘‘Backing Up Filesystems and Subdirectories’’ earlier in this chapter. NOTE: If your files become corrupt or the disk crashes, you will have to rerecord any automated attendant menus. You might want to keep a copy of the text of automated attendant menus so that you can rerecord them precisely if necessary. If you saved the greetings in a voice backup, provide this to the technician. Only backups from the current release of your DEFINITY AUDIX system can be restored. Customizing Announcements While using the DEFINITY AUDIX voice messaging system, you hear voice prompts called announcements. Announcements are comprised of separate instructions called fragments which tell you what to do and what your options are. You can change DEFINITY AUDIX announcements to more exactly meet the needs of your business and subscribers. Use commands and procedures described in this section to change announcements. What Are Fragments and Announcements To effectively change announcements, you need to understand precisely what fragments and announcements are. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Customizing Announcements 6-10 Fragments The voice prompts that you hear consist of one or more pieces of recorded text called fragments. A fragment can be a recorded word, phrase, or sentence. Each fragment is identified by an alphanumeric code starting with the letter “f”. For example, the voice prompt Previous login incorrect. Please re-enter extension and pound sign, is composed of two fragments: ■ f233 Previous login incorrect. Please re-enter extension, ■ f224 and pound sign Announcements An announcement is actually a placeholder within the system that plays the fragments. For each event that may occur within the DEFINITY AUDIX system, the system permanently assigns one or more announcements, each identified by number, to that event. Each announcement is composed of fragments that can be rearranged or rerecorded to meet your business requirements. Thus, when a caller or subscriber completes an event (normally pushing a button), the DEFINITY AUDIX system processes the announcement number assigned to that event and then plays the fragments assigned to that announcement. Each announcement is identified by a code starting with the letter “a”, also known as the announcement number. For instance, “a10” is announcement 10. Look at the sample event sequence in Figure 6-2. Announcement a815 marks the point where fragments are played when the caller connects to the DEFINITY AUDIX system. The us-eng voice prompt at this point says Welcome to AUDIX. For help at any time, press * H. As the caller continues to press more keys, additional announcements trigger the system to play the assigned fragments. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Customizing Announcements 6-11 Announcement Associated with Events Sequence of Events Fragments Assigned to Announcement Fragment Text (What callers hear) Subscriber calls AUDIX Subscriber’s call connects to AUDIX a815 a359 f287 Welcome to AUDIX. f97 For help at anytime, press star H. f267 Please enter extension f224 and pound sign. f220 Enter password f224 and pound sign f23 To record messages, press 1. To get messages, press 2. To administer personal greetings press 3. f499 When finished recording, press # to approve, or 1 to edit your message. Subscriber presses # or enters extension and presses # a56 Subscriber enters password and presses # a722 Subscriber presses 1 a750 Figure 6-2. Sample of How Announcements Link Voice Fragments to Events Announcements are fixed in place. You cannot use an announcement number to mark a different point in the DEFINITY AUDIX system. Therefore, you cannot add, change, or delete an announcement number. However, you can add, change, or delete fragments assigned to announcements and thereby change announcements. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Customizing Announcements 6-12 System and Administrative Announcement Sets Announcements sets are identified to AUDIX as either system or administrative. System means that this announcement set is the default announcement set for all system prompts and announcements. Administrative means that the set can be customized. A set can be both system and administrative. When this is true, announcement set changes will become immediately effective for DEFINITY AUDIX users. Therefore, you should test and verify your changes to the administrative announcement set, before identifying it as the system set using the corresponding fields on the System-Parameters Features screen. DEFINITY AUDIX Announcement Sets A representative list of announcement sets is shown in the table below. New announcement sets are constantly under development. Contact your Lucent representative for the most recent list. Language Announcement Set U. S. English us-eng U. S. English Terse us-eng-t U. S. 123 us-123 U. S. English TDD us-tdd British English british Latin Spanish lat-span Canadian French french-c German german Portuguese portug Dutch dutch Custom Announcement Sets You can create and activate custom announcement sets with customized messages that meet the specific needs of your business and system users. Creating a custom announcement set consists of four steps: 1. Adding the new announcement set name to the system 2. Copying into this new set the announcements from another set 3. Changing the announcements and fragments in the custom set 4. Activating the custom set DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Customizing Announcements 6-13 You can customize announcements in the following ways: ■ Re-recording a fragment ■ Eliminating a fragment ■ Adding a fragment How you customize announcements depends on the announcement and whether the fragments contained in that announcement are used in other system announcements. The following procedures describe how to create a new announcement set, and how to alter an announcement by re-recording a fragment, eliminating a fragment, or adding a fragment. NOTE: Refer to the DEFINITY AUDIX System Screens Reference for a complete descriptions of how to use the screens. Creating a New Announcement Set Before you customize announcements, you should create a customized announcement set and identify it as an administrative set. Creating a custom announcement set, rather than simply changing the set received with the DEFINITY AUDIX set accomplishes two things: 1) you can identify this set as administrative so that the changes do not immediately impact the users; and 2) this prevents your changes from being replaced with a system upgrade. The second page of the System-Parameters Features screen identifies the active and administrative announcement sets. Since you can make recorded changes only to the administrative announcement version, you must identify your custom set as administrative before making changes. Make a copy of the announcement set you wish to change, as follows: 1. Enter add annc-set new-annc-set-name, where new-annc-set-name is the name that you wish to give to the new announcement set. 2. Enter copy annc-set to bring up the Announcement Sets screen. 3. Enter the name of the existing announcement set in the From Announcement Set field. 4. Enter the name that you gave to the new announcement set in the To Announcement Set field. NOTE: The copy will take place over several minutes. The Admin Log indicates when finished using a “cpas” type log entry. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Customizing Announcements 6-14 5. Enter change system-parameters features to bring up the System-Parameters Features screen. 6. Enter the name of the new announcement set in the Administrative field on the second page of this screen. Re-Recording a Fragment There are at least two announcements you may want to change when you customize your DEFINITY AUDIX system: ■ The default call answer greeting a caller hears when routed to a subscriber’s DEFINITY AUDIX mailbox ■ The default voice mail greeting a subscriber hears when calling DEFINITY AUDIX directly. Procedures for changing the default call answer greeting and default voice mail greeting are described later. However, the procedure for re-recording a fragment is the same for any announcement, as described below: 1. Contact the Technical Service Organization to obtain the number of the announcement you want to change and the text and number of each fragment contained in the announcement. Then decide which fragment(s) you want to change for that announcement. 2. Verify that the fragment is used only in those announcement(s) that you expect to be affected by your changes. NOTE: If a fragment is used by numerous announcements, you may not be able to re-record the fragment because of how it would affect the rest of the announcements. In this instance, create a new fragment following the ‘‘Adding a Fragment to an Announcement’’ instructions in this chapter. 3. Use the System-Parameters Features screen to designate the correct announcements set that you plan to change as the administrative version. 4. Use the Announcement screen to verify that the announcement you plan to change is actually composed of the fragments you expect. 5. Use the Subscriber screen to confirm that you have permission to change announcements (you must have a y in the Announcement Control field). 6. Use your touch-tone phone to log in to the DEFINITY AUDIX system. 7. At the activity menu, press 9 . (For security purposes, this option is not included in the voiced options you hear.) If you hear Invalid entry. For help at any time, press star H, you do not have announcement control permission. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Customizing Announcements 6-15 8. When you hear To record names, press 4 . To play names, press 5 , press 1 to change the fragment. (For security purposes, this option is not included in the voiced options you hear, but plays out if you press * H for help.) 9. Enter the fragment ID as prompted and then enter 2 8 7 # . # . For example, for f287, 10. Record the changed fragment when prompted. You can use all the normal voice mail editing capabilities on your touch-tone phone to make sure the new fragment is exactly how you want it to sound. 11. When you are satisfied with the recording, press # to approve it. 12. Use the System-Parameters Features screen to designate the modified announcement set as the active version. If the active and administrative announcement versions are already the same, then both versions now contain the new fragment. Eliminating a Fragment from an Announcement You may modify some announcements by simply eliminating an existing fragment from that specific announcement. For example, you could modify the default voice mail greeting (Welcome to AUDIX. For help at any time, press *H) to just say For help at any time, press *H. by removing fragment f287 (Welcome to AUDIX) from the list of fragments that compose the announcement (in this case, announcement a815). 1. You need the number of the announcement you want to change. You can obtain this number from the Technical Service Organization. 2. Listen to the fragment to verify the fragment is the one you want to change. 3. Verify that the specified announcement set is designated as administrative on the System-Parameters Features screen. 4. Use the Announcement screen to eliminate the fragment from appearing in the announcement. a. Enter the announcement set name in the Announcement Set field. b. Enter the announcement ID in the Announcement ID field, in this case “a815”. c. Press Enter to display the fragment composition of the announcement. For this example, the fragment composition is f287, f97. d. Replace f287 with f0 (f0 replaces f287 with silence), and press Enter . Announcement a815 is now composed of fragments f0 and f97; callers simply hear For help at any time, press *H. DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Customizing Announcements 6-16 5. Use the System-Parameters Features screen to designate the modified announcement set as the active version. If the active and administrative announcement versions are the same, then both versions now contain the new fragment. Adding a Fragment to an Announcement To change the contents of a fragment for specific announcements, you must substitute an existing fragment or create a new fragment for the specific announcements you want to change. This leaves the old fragment intact for existing announcements that you want to remain unchanged. For example, both announcement a812 and announcement a834 use fragment f87, This call is experiencing difficulties. If you want to change this fragment for announcement a812 only, you must create a new fragment to associate with announcement a812 in place of fragment f87. This leaves fragment f87 and its association with announcement a834 intact. 1. You need the number of the announcement you want to change. You can obtain this number from the Technical Service Organization. Verify that the fragments are used only by announcements you expect to be affected by your changes. 2. Use the Announcement screen to verify that the announcement you plan to change is actually composed of the fragments you expect. 3. Use the System-Parameters Features screen to determine if an administrative announcement version is active. NOTE: You can record or re-record fragments only in the administrative announcement version. If there is an active announcement version and it is the version you want to change, make sure that it is also specified as the administrative version. When you are sure that the correct copy of the announcement set is designated as the administrative version, go to the next step. 4. Use the Subscriber screen to confirm that you have permission to change announcements, indicated by y in the Announcement Control field. 5. Use your touch-tone phone to log in to the DEFINITY AUDIX system. 6. At the activity menu, press 9 . (For security purposes, this option is not included in the voiced options you hear.) If you hear Entry not understood. Try again., you do not have announcement control permission. 7. When you hear To record names, press 4. To play names, press 5, press 1 to change fragments. (For security purposes, this option is not included in the voiced options you hear.) DEFINITY AUDIX System Administration 585-300-507 6 Issue 7 May 1999 Ongoing Data Administration Customizing Announcements 6-17 8. Enter the new fragment ID as prompted; in this case enter an unused number such as f4000, for instance, 4 0 0 0 # . NOTE: The fragment numbers 4000 - 4999 are reserved for customer use. Using other numbers could jeopardize the integrity of your custom fragments and announcements if these numbers are used for new fragments in later versions or updates to DEFINITY AUDIX. 9. Record the fragment when prompted. For example, your new fragment might be This call is experiencing difficulties and cannot continue at this time. You can use all the normal voice mail editing capabilities on your touch-tone phone to make sure the new fragment sounds exactly the way you want it to sound. 10. When you are satisfied with the new fragment recording, press approve it. # to 11. Use the Announcement screen to add the new fragment, in this case f4000, to announcement a812 in place of fragment f87. a. Enter the announcement set name in the Announcement Set field. b. Enter the announcement number, in this case a812, in the Announcement ID field. c. Press Enter to display the numbers of the fragments that compose the announcement (fragment text does not display). To determine the text for each listed fragment, refer to Appendix B, Announcement/Fragment Cross-Reference. For this example, announcement a812, the fragment composition is as follows: ■ f87: This call is experiencing difficulties. ■ f1007: To playback, press 2-3. d. Rewrite the fields to reflect the new composition, in this case “4000,1007” and press Enter . Announcement a812 is now composed of the following fragments: ■ f4000: This call is experiencing difficulties and cannot continue at this time. ■ f1007: To playback, press 2-3. Meanwhile, announcement a834 still uses fragment f87 as before. 12. Use the System-Parameters Features screen to designate the modified announcement set as the active version. If the active and administrative announcement versions are the same, then both versions now contain the new fragment. As an alternative to the above example, you could also create a new fragment f4000 with and cannot continue at this time to use in addition to fragment f87 instead of replacing it in announcement a812. DEFINITY AUDIX System Administration 585-300-507 6 Ongoing Data Administration Customizing Announcements Issue 7 May 1999 6-18 Be careful when you make changes to announcements and fragments. There are several things you can do to ensure your modifications are correct. When in doubt, save the announcement sets before making changes to the fragments. Be sure you know which announcements contain the fragment you are about to change. This helps you to avoid inadvertently changing announcements you did not want to change. After you make the change, test the change to make sure it is accurate. Be sure to record any changes you make into the appropriate appendix in this manual. Doing this saves you both time and confusion later if you make additional modifications. Variables in Announcements In the DEFINITY AUDIX system, some announcements are variable — in other words, the contents of an announcement may change depending on changing times, dates, and/or subscriber inputs. Within system announcements, variables are always represented by a word or words in all capital letters. For example, announcement 110 (a110) is made up of fragment 663 (f663) and DATE: 6f663: Message waiting notification is not active and this message has an expiration date ofDATE is the variable and will change according to the appropriate date. Some announcements may have more than one variable. For instance, a287 is f47: Call from f262: received
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