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585-300-507
Comcode 108356114
Issue 7
May 1999
DEFINITY® AUDIX® System
Administration
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 com-
pany’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 pre-
vent unauthorized use. The system manager is also responsible for
reading all installation, instruction, and system administration docu-
ments provided with this product in order to fully understand the fea-
tures 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 com-
mon-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 Cus-
tomer Care Center telephone number. Users of the MERLIN®, PART-
NER®, 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 man-
ner:
• 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 rea-
sonable 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 interfer-
ence to radio communications. Operation of this equipment in a resi-
dential 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 Docu-
ment” 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 Tech-
nologies Publications Center.
Obtaining Products
To learn more about Lucent Technologies products and to order prod-
ucts, 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: custom-
ers 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
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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
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
1 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
2 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
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■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
■What to Do After Initial Administration 2-8
3 Feature Administration 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
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■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
■TDD3-28
■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
4 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
5 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
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■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
6 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
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■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
7 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
8 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
9 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
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■Setting Up an Automated Attendant 9-7
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 10-1
■Minimizing Toll Fraud 10-4
11 Lucent INTUITY Message Manager and LAN
Considerations 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
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■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 11-12
A Communicating with Subscribers 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 Index IN-1
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About This Document
xiIntended Audiences
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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.
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About This Document
xiiHow This Document Is Organized
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.
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About This Document
xiiiHow to Use This Document
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 while
typing the letter “d” appears in this document as:
Press .
■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.
RETURN
ALT
ALT D
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About This Document
xivRelated Resources
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.
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About This Document
xvCustomer Care Center Information
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.
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.
National Customer Care Center
1-800-242-2121
(800 numbers are valid in the U. S. only.)
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About This Document
xviHow to Make Comments About This Document
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
Introduction
1-1Overview
1
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1
Introduction
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
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Introduction
1-2Administrative Interface
1
■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
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.
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Introduction
1-3Types of Administration
1
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.
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Introduction
1-4Administrative Phases
1
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.
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Introduction
1-5System Management Tools
1
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.
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Introduction
1-6DEFINITY AUDIX Administrator Responsibilities
1
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.
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Introduction
1-7DEFINITY AUDIX Administrator Responsibilities
1
■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.
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Introduction
1-8DEFINITY AUDIX Administrator Responsibilities
1
Preparing for DEFINITY AUDIX System Operation
2-1Overview
2
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2
Preparing for DEFINITY AUDIX
System Operation
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.
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2-2Initial Administration Prerequisites
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.
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Preparing for DEFINITY AUDIX System Operation
2-3Initial Administration Prerequisites
2
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
.
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Preparing for DEFINITY AUDIX System Operation
2-4Passwords
2
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 at the system password prompt.
4. Enter 513 or the appropriate terminal type at the terminal type prompt.
RETURN
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Preparing for DEFINITY AUDIX System Operation
2-5Customer Initial Administration Tasks
2
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.
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2-6Customer Initial Administration Tasks
2
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.
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’’.
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.
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Preparing for DEFINITY AUDIX System Operation
2-7Customer Initial Administration Tasks
2
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.
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Preparing for DEFINITY AUDIX System Operation
2-8What to Do After Initial Administration
2
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’’.
Feature Administration
3-1Overview
3
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3
Feature Administration
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 Ta b l e 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.
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Feature Administration
3-2AMIS Analog Networking
3
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.
Table 3-1. 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 AUDIX1
1. Transfer can be accomplished
indirectly
.
basic basic or
enhanced
Call Transfer into AUDIX no* yes
Time Synchronization yes yes
AMIS Networking yes yes
Call Screening yes no
available on Call Answer no yes
*R
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Feature Administration
3-3Alarm Origination
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.
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Feature Administration
3-4Automated Attendant
3
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 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 .
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.
NEXTPAGE
NEXTPAGE
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Feature Administration
3-5Broadcast Messages
3
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.
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3-6Broadcast Messages
3
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 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.
*D
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3-7Broadcast Messages
3
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 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 in response to the voice prompts to make the message a
broadcast message.
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DEFINITY AUDIX System Administration
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Feature Administration
3-8Broadcast Messages
3
5. If you want the message to be private, press 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
to file a copy of your broadcast message. Press to specify delivery
for some time in the future.
6. Optionally, press to hear the second-level broadcast options menu,
and then press to notify recipients of the broadcast message (not
recommended under normal circumstances) or 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
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 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 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 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.
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DEFINITY AUDIX System Administration
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Feature Administration
3-9Bulletin Board
3
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.
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Feature Administration
3-10Call Screening
3
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 to restart the
DEFINITY AUDIX login session from the beginning. The subscriber can press
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 (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.
*R
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Feature Administration
3-11Changing the DEFINITY AUDIX Extension Length
3
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.
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Feature Administration
3-12Changing the DEFINITY AUDIX Extension Length
3
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 (F3) to initiate the process. The system fills in the Ending
With field and asks you to confirm your intent.
ENTER
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Feature Administration
3-13Class of Service
3
11. Press (F3) again. The system will fill in the display fields as it works.
If for some reason you have to press 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.
ENTER
CANCEL
DEFINITY AUDIX System Administration
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Feature Administration
3-14Digital Networking
3
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.
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Feature Administration
3-15Enhanced Disconnect Detection
3
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.
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Feature Administration
3-16Escape to Attendant
3
Escape to Attendant
The Escape to Attendant feature gives subscribers the option of allowing callers
to talk to a live attendant by pressing 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 . 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.
0
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Feature Administration
3-17Lucent I
NTUITY
Message Manager
3
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.
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Feature Administration
3-18Login Announcement
3
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).
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Feature Administration
3-19Login Announcement
3
To create a login announcement:
1. Using your touch-tone phone, log in to the DEFINITY AUDIX system, and
press to record a message.
2. Record the message, and press to approve the message.
3. Press again to indicate that there are no additional recipients.
4. Press to make the message a login announcement. In the Delivery
Options menu, you also can specify filing or future delivery. Press to file
a copy of your login announcement. Press to specify delivery some
time in the future.
5. Optionally, press to hear the second-level login announcements
options menu, then press to make the announcement non-dial-through
or 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 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 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 to
scan the mailbox to find the login announcement, and press to
delete it.
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DEFINITY AUDIX System Administration
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Feature Administration
3-20Mailing List
3
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 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.
0
DEFINITY AUDIX System Administration
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Feature Administration
3-21Message Sending Restrictions
3
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.
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3
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).
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Feature Administration
3-23Multiple Personal Greetings
3
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:
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3
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.
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Feature Administration
3-25Name Record by Subscriber
3
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 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 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
or 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
or 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 or .
No specific DEFINITY AUDIX system administration is required to use this
feature.
5
* * N
CHOICES
F6
HELP
F5
CHOICES
F6
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Feature Administration
3-26Outcalling
3
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.
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3
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.
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3-28Security Password
3
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.
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Feature Administration
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3
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.”
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Feature Administration
3-30TTY Automated Attendant
3
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.
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3-31TTY Automated Attendant
3
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.
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Feature Administration
3-32Traffic Reports
3
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 (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.
*
T
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3
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.
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3
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.
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3
■A failed transfer is not abandoned. Instead:
— All callers may request another transfer by pressing 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.
*T
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3
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.
Ongoing Preventive Maintenance
4-1Overview
4
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4
Ongoing Preventive Maintenance
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.
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4-2Your Responsibility as an Administrator
4
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.
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4-3Weekly Preventive Maintenance Tasks
4
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’’.
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Ongoing Preventive Maintenance
4-4Monthly Preventive Maintenance Tasks
4
Monthly Preventive Maintenance
Tas ks
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.
Ongoing Subscriber Administration
5-1Overview
5
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5
Ongoing Subscriber Administration
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.
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Ongoing Subscriber Administration
5-2Adding New Subscribers
5
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.
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.
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.
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5-3Adding New Subscribers
5
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.
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5-4Creating and Changing Subscriber Name Recordings
5
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."
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5-5Removing Subscribers
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 when prompted.
4. Press to perform system administration.
5. Press to record a subscriber’s name.
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 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.
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’’.
Use the Subscriber screen to remove DEFINITY AUDIX subscribers. Refer to
the
DEFINITY AUDIX System Screens Reference
for a complete description of
this screen.
#
#
9
4
#
#
*R
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5-6Reassigning Subscriber Default Passwords
5
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.
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.
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.
Use the Subscriber screen to reassign default passwords. Refer the
DEFINITY
AUDIX System Screens Reference
for a complete description of this screen.
Use the Subscriber screen to unlock subscriber logins. Refer to the
DEFINITY
AUDIX System Screens Reference
for a complete description of this screen.
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5-7Changing a Subscriber’s Name or Extension
5
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.
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 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.
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.
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Ongoing Subscriber Administration
5-8Evaluating Subscriber Classes of Service
5
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.
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
.
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.
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5-9Evaluating Subscriber Classes of Service
5
Class of service options defined in a specific class of service can be overridden
on a subscriber-by-subscriber basis.
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:
■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.
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.
Permission
Type Meaning
auto-attendant Automated Attendant
bulletin-board Bulletin Board
call-answer Call Answer
none No Call Answer — Voice Mailbox only
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5-10Changing the DEFINITY AUDIX Extension Length
5
■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.
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5-11Subscriber Features
5
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 (transfer out of AUDIX) and (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 .
Directory
The Directory feature allows callers to dial (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.
*T*A
*T
* * N
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5-12Subscriber Features
5
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 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 during the delivery options menu. No specific
DEFINITY AUDIX system administration is required to use this feature.
0
1
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5-13Responding to Subscriber Issues
5
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 (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.
* * H
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5-14Remote Subscriber Administration
5
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.
Ongoing Data Administration
6-1Overview
6
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6
Ongoing Data Administration
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
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6
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.
Figure 6-1. Example of Volume, Filesystems, and Files
Volum e s
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.
Storage
filesystem
Master data
filesystem
System data
filesystem
File
Volume (hard disk)
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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. Ta b l e 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.
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6
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.
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6
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:
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.
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.
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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.
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6
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.
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6
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
.
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6
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.
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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.
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6
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.
Subscriber
calls
AUDIX
a56
a750
a722
and pound sign
Enter password
f224
f220
f267
f224
Please enter extension
and pound sign.
a815
a359
f287
f97
Welcome to AUDIX.
For help at anytime, press star H.
To record messages, press 1. To get
messages, press 2. To administer personal
greetings press 3.
f23
When finished recording, press # to approve,
or 1 to edit your message.
f499
Announcement
Associated with
Events
Fragments
Assigned to
Announcement
Fragment Text
(What callers hear)
Sequence of
Events
Subscriber
presses 1
Subscriber
enters password
and presses #
Subscriber
presses # or
enters extension
and presses #
Subscriber’s
call connects
to AUDIX
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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.
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
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
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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.
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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 . (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.
9
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8. When you hear
To record names, press
.
To play names, press
,
press to change the fragment. (For security purposes, this option is not
included in the voiced options you hear, but plays out if you press
for help.)
9. Enter the fragment ID as prompted and then . For example, for f287,
enter .
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 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
.
Announcement a815 is now composed of fragments f0 and f97; callers
simply hear
For help at any time, press *H
.
4 5
1
*H
#
287#
#
Enter
Enter
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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 . (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
to change fragments. (For security purposes, this option is not
included in the voiced options you hear.)
9
1
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8. Enter the new fragment ID as prompted; in this case enter an unused
number such as f4000, for instance, .
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 to
approve it.
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 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 .
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.
4000#
#
Enter
Enter
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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 of <DATE>
DATE 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
<NAME>
f262: received
<TIME>
<DATE>
f86: extension
<BUTTONS>
NAME is the variable identifying the person who called. TIME is the variable time
the DEFINITY AUDIX system received the call. DATE is the date the system
received the call. BUTTONS is the variable extension of the person who called.
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In addition, some announcements may include different fragments at different
times depending on whether or not certain conditions are met by the variable.
Look at a344, for example.
f741: Private, priority message sent to
\<NAME>
IF (NUMBER>0)
THEN
f2: and
\<NUMBER>
IF (NUMBER==1)
THEN
f602: other
ELSE
f217: others
ENDIF
ENDIF
This announcement can state three different messages depending on the value
of the variable NUMBER:
1. If the variable NUMBER is equal to 0, the announcement is:
f741: Private, priority message sent to
<NAME>
2. If the variable NUMBER is equal to 1, the announcement is:
f741: Private, priority message sent to
<NAME>
f2: and
<NUMBER>
f602: other.
3. If the variable NUMBER is greater than 1, the announcement is:
f741: Private, priority message sent to
<NAME>
f2: and
<NUMBER>
f217: others.
Occasionally, some announcements call in other announcements in addition to
the fragments they use. For example, many announcements call in a873, an
announcement that determines the length of a message. This value is used in
many announcement scenarios. However, rather than including this involved
routine in every announcement that uses this value, it is written as a separate
subroutine in a separate announcement. Then the announcements that use this
value just call in a873 to determine message length — a process that actually
saves a lot of system space.
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Changing the Default Call Answer Greeting
When someone calls a subscriber who is unavailable, the call is routed to the
DEFINITY AUDIX system, the caller hears the subscriber’s personal greeting, or if
no personal greeting is administered or active, the default system greeting. This
greeting begins with fragment f43, “Your call is being answered by AUDIX.” To
customize this announcement with, for example, your company name, just
re-record fragment f43.
1. Use the System-Parameters Features screen (page 3) to determine if an
announcement set has been designated as an administrative version. You
can re-record fragments only in the administrative announcement set. If
there is a system announcement set
and
it is the set you want to change,
make that set the administrative version. Simply specify that
announcement set in the ANNOUNCEMENT SETS, Administrative field.
When you are sure that the correct copy of the announcement set is
designated as the administrative version, go to the next step.
2. Use the Subscriber screen to confirm that you have permission to change
announcements (you must have a “y” in the Announcement Control field).
3. Use your touch-tone phone to log in to the DEFINITY AUDIX system.
4. At the activity menu, press . (For security purposes, this option is not
included in the voiced options you hear, but plays out if you press
for help.) If you hear “Invalid entry. For help at any time, press star H”, you
do not have announcement control permission.
5. When you hear “To record names, press . To play names, press
,“press to change the fragment. (For security purposes, this option is
not included in the voiced options you hear, but plays out if you press
for help.)
6. Enter the fragment ID as prompted; in this case enter .
7. Record the changed fragment when prompted. For example, your new
fragment might be simply “This is XYZ Company.” 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.
8. When you are satisfied with the recording, press to approve it. The call
answer greeting, previously “Your call is being answered by AUDIX.
<name> is currently not available. Leave a message”, is now “This is XYZ
Company. <name> is currently not available. Leave a message.”
9. If the system and administrative versions are the same announcement set
(for instance, the terse announcement set), then the change is approved
automatically for the system version as well. However, if you have
designated a different announcement set as the system announcement
version, only the administrative announcement version has this new
fragment. Use the System-Parameters Features screen to change the
system announcement version to the administrative version if desired.
9
*H
4
5 1
*
H
43#
#
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10. The announcement version you modified is now changed. When you have
tested it to your satisfaction, use the Save Announcements screen to save
the new announcement(s) you have created. If using the Multilingual
feature and you have multiple languages on the system, then repeat these
procedures for each announcement set you want to modify.
Changing the Default Voice Mail Greeting
When a subscriber calls the DEFINITY AUDIX system, the subscriber is greeted
by fragment f287,
Welcome to AUDIX
, and fragment f97,
For help at any time,
press *H
. To customize this announcement with, for example, your company
name, you just re-record fragment f287.
1. Use the System-Parameters Features screen to determine if an
announcement set has been designated as an administrative version. You
can re-record fragments only in the administrative announcement set. If
there is a system announcement set
and
it is the set you want to change,
make that set the administrative version. Simply specify that
announcement set in the ANNOUNCEMENT SETS, Administrative field.
When you are sure that the correct copy of the announcement set is
designated as the administrative version, go to the next step.
2. Use the Subscriber screen to confirm that you have permission to change
announcements (you must have a “y” in the Announcement Control field).
3. Use your touch-tone phone to log in to the DEFINITY AUDIX system.
4. At the activity menu, press . (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.
5. When you hear “To record names, press 4. To play names, press 5,” press
to change fragments. (For security purposes, this option is not
included in the voiced options you hear, but play out if you press for
help.)
6. Enter the fragment ID as prompted; in this case, enter .
7. Record the changed fragment when prompted. For example, your new
fragment might be simply “This is the XYZ Company voice message
center.” 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.
8. When you are satisfied with the new fragment recording, press to
approve it. The voice mail greeting, previously “Welcome to AUDIX. For
help at any time, press *H.” is now “This is the XYZ Company voice
message center. For help at any time, press *H.”
9
1
*H
287#
#
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9. If the system and administrative versions are the same announcement set
(for instance, the terse announcement set), then the change is approved
automatically for the system version as well. However, if you have
designated a different announcement set as the active announcement
version, only the administrative announcement version has this new
fragment. Use the System-Parameters Features screen to change the
active announcement version to the administrative version if desired.
10. The announcement version you modified is now changed. When you have
tested it to your satisfaction, use the Save Announcements screen to save
the new announcement(s) you have created. If using the Multilingual
feature and you have multiple languages on the system, then repeat these
procedures for each announcement set you want to modify.
Alarms, Logs, and Audits
7-1Overview
7
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Alarms, Logs, and Audits
This chapter describes alarms and logs that are generated by the DEFINITY
AUDIX system. It also describes the various audits that are performed
automatically or manually as required to update and synchronize filesystems and
identify and correct problems in the system.
Overview
DEFINITY AUDIX software monitors system activity by continuously running
background self-tests. System activities and/or errors are recorded in logs that
are stored as disk files on the hard disk. Many errors are corrected by system
audits that run automatically each night to update and synchronize DEFINITY
AUDIX filesystems. Significant errors, designated as faults, are flagged as alarms
on the STATUS line of the terminal screen and may require administrative action
by you or maintenance by service personnel.
Error and Alarm Handling
DEFINITY AUDIX maintenance software collects error reports from the system
self-tests, sorts them by type, puts them in the error log, and monitors their
frequency against a threshold number. If an error is sufficiently severe or if
enough similar errors occur to violate the error threshold, the system
automatically runs maintenance checks and may then send a fault to the alarm
log.
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7
Alarms are noted on the STATUS line of the terminal screen as follows:
■alarms: M — Major alarms indicating problems that may affect key system
components. Major alarms are sent automatically to the Lucent Technical
Service Center (TSC) by your DEFINITY AUDIX system if you have a
maintenance service contract and alarm origination is active. TSC
personnel perform remote maintenance on your machine to analyze and
correct some of these problems. Some problems will require an onsite
technician.
■alarms: m — Minor alarms indicating problems that are not critical to
system operation but that could possibly affect full service. Minor alarms
usually are corrected automatically by system audits, and also are sent
automatically to the TSC if you have a maintenance service contract and
alarm origination is active.
■alarms: w — Warning alarms indicating problems that may have a
potential effect on system service. Warning alarms usually are corrected
automatically by system audits. They are not sent to the Technical Service
Center (TSC).
■alarms: A — Administration alarms indicating subscriber or filesystem
problems. Administration alarms must be corrected by you, the DEFINITY
AUDIX system administrator.
Error and Alarm Logs
Errors found by the system’s self-tests are recorded in the maintenance error log.
The system attempts to diagnose and isolate problems that are recorded in the
error log, and may send a fault to the alarm log if the error cannot be corrected
internally. When a fault is sent to the alarm log, it simultaneously triggers an alarm
that appears on the terminal screen’s STATUS line as described above. Faults
that have been corrected either automatically or through a service procedure are
recorded in the resolved alarm log.
The alarm log, accessed with the Display Alarms screen, is the starting point for
service personnel diagnosing problems. The most severe problems are always
listed first in the alarm log since these are most often the cause of the problem.
The resolved alarm log, accessed with the Display Alarms screen, is used by
service personnel to check that alarms are cleared after service procedures are
performed, and also for troubleshooting intermittent problems that resolve
themselves and then recur.
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7
Administration Log
Problems that require your attention appear in the administration log. These
administration errors (including notification of full mailboxes, break-in attempts to
subscriber mailboxes, nondeliverable messages, extensions without recorded
names) should be corrected to optimize DEFINITY AUDIX system operation or
security.
The system displays an alarm message (alarms: A) on the DEFINITY AUDIX
status line when it logs administration errors.
The administration log should be checked by the DEFINITY AUDIX system
administrator each morning as a part of the ongoing preventive maintenance
routine that was described in Chapter 4, ‘‘Ongoing Preventive Maintenance’’. You
can correct subscriber problems identified in the administration log using regular
administrative procedures (such as recording a name or notifying a subscriber of
a delayed delivery, undeliverable message, or apparent break-in attempts).
Note that the administration alarm on the STATUS line is cleared when you
access the administration log, even if you do not correct the problem.
Activity Log
The Activity Log is an administrative tool useful for investigating reported
problems with message delivery and the operation of the message waiting
indicator (MWI). It maintains a history of the activity in the DEFINITY AUDIX
system. Since you then can track activity by subscriber extension and a specific
time, you will often be able to resolve reported problems by observing the Activity
Log before filing a trouble report with Lucent.
You will use two different screens when working with the Activity Log: the
System-Parameters Activity-Log screen and the Display Activity-Log screen. Use
the change/display system-parameters activity-log command to:
■Enable/disable the Activity Log. The default is “n” — The Activity Log is
disabled.
■Instruct the Activity Log to record MWI updates. The default is “n” — The
Activity Log will
not
record MWI updates.
■Set a maximum number of Activity Log entries. The maximum allowable
value is 99,999. The default is 10,000. If this number is reduced to a
number less than the number of records currently in the log, the log will be
cleared. In this case, the user will be notified and prompted to confirm.
Use the Display Administration-Log screen to select and display
administration errors from the system log. Refer to the
DEFINITY AUDIX
System Screens Reference
for a complete description of this screen.
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7
■Clear all entries in the Activity Log. The default is “n”. If you enter “y”, all
entries in the Activity Log will be cleared immediately. However, this value
always reverts to “n” after you exit the screen as long as you have the
Activity Log enabled.
NOTE:
If you instruct the Activity Log to record MWI updates, the number of
records generated will increase significantly and could degrade system
performance. It is recommended that this field not be enabled on a regular
basis, but only as necessary.
Once you have enabled the Activity Log, it records specific activities for each
subscriber’s mailbox, including:
■Subscriber log-in/log-off. These entries include new, unopened, and old
message counts.
■Receipt of a new message
■Scheduled delivery of a message
■Canceled delivery of a scheduled message
■Status of a new message. The status of a message can change from new
to unopened, new to old, or from unopened to old.
■MWI updates (if enabled)
■Resets. A reset entry is made whenever the system date and/or time is
changed, either manually or automatically, and includes the previous date
and time.
You will use the display activity-log
extension
command and designate a date
and time. The Activity Log screen then displays activity information for the
selected subscriber. The events are listed in chronological order (oldest first)
beginning with the specified date and time. Press (F7) to display the
remaining entries.
A
received
entry is made in the Activity Log each time a message is delivered
into a subscriber’s mailbox. Note that a message with multiple recipients will
generate a
received
entry for each recipient. The message may be one of the
following:
■Voice mail (VM)
■Priority voice mail
■Call Answer (CA)
■Leave Word Calling (LWC)
■Broadcast voice mail message
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7
■Log-in announcement
■AMIS analog networking message
■Undeliverable message notification
A
scheduled
entry is made in the Activity Log each time a message is scheduled
for delivery. A single scheduled entry will be made for a message regardless of
the number of recipients. The message may be one of the following:
■Voice mail
■Priority voice mail
■Call Answer
Since Call Answer messages are scheduled for immediate delivery at the
time they are created, the scheduled delivery time is not repeated on the
display. In addition,
— If both the calling party and the called party are local subscribers,
the display will show that the calling party scheduled the message
for the called party.
— If the calling party is not a local subscriber, the activity will not be
recorded.
— If the called party is not a local subscriber, the local DEFINITY
AUDIX system will have no knowledge of the call and the activity
will not be recorded.
■Broadcast voice mail message
■Log-in announcement
It is recommended that you enable the Activity Log so that you have the benefit
of the information at the time problems are reported. The Activity Log will help
you diagnose user-perceived problems, MWI delays, rescheduled deliveries due
to full mailboxes, and the like.
Refer to the
DEFINITY AUDIX System Screens Reference
for a complete
description of Activity Log screens.
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7
Demand and Periodic Audits
There are two major types of audits: periodic (or automatic) audits and demand
audits. Audits are software programs designed to update internal DEFINITY
AUDIX filesystems and synchronize them with each other and to recognize and
resolve problems that may occur within filesystems. Some audits run
automatically each night, others run once each week, and still others are run only
on demand (typically by the TSC during a remote operation) as part of a recovery
procedure or in response to a specific problem while troubleshooting the system.
The DEFINITY AUDIX system also may run audits automatically in response to
system faults that cause alarms.
Both demand and periodic audits are defined in Table 7-1, Demand and Periodic
Audits.
Table 7-1. Demand and Periodic Audits
Audits Function
Performed
Periodically?
Announcements Performs an announcement control integrity check No
Filespace Adjusts software’s internal size counts for the voice
subdirectory of the storage filesystem to agree with
actual size of subdirectory on disk
At least every half
hour
Mailing lists ■Counts subscriber lists and entries on a system
and per-subscriber basis
Weekly
■Removes deleted subscribers from lists Weekly
■Updates remote subscriber profiles to allow
deletion of names from local mailing lists
Daily
■Audits delivery manager queues, and makes
undeliverable entries for deleted subscribers
Daily
Maintenance logs Performs internal checks on maintenance logs Weekly
Message data ■Removes IDs of deleted subscribers from
message headers
Every 3 days
■Removes references to nonexistent voice files from
message headers
Weekly
■Puts a time frame on remote subscribers who are
originators or recipients of existing messages to
support the remote subscriber deletion feature
Weekly
Personal directories Removes deleted subscribers from local subscribers’
personal directories
Weekly
Rebuild script Rebuilds subscriber mailboxes and delivery queues
(Only in OA&M mode) No
Continued on next page
DEFINITY AUDIX System Administration
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May 1999
Alarms, Logs, and Audits
7-7Demand and Periodic Audits
7
Subscriber data ■Checks delivery lists associated with current
outgoing messages
Weekly
■Validates fields in class-of-service templates,
subscriber profiles, and automated attendant
profiles
Weekly
■Counts subscribers Weekly
■Checks the system guest password against
individual subscriber passwords, and makes
appropriate entries in the administration log
Weekly
■Checks subscriber profiles against
class-of-service templates, and changes
subscribers to a class-of-service if a match exists
Weekly
■Deletes remote unverified subscribers who have
not been on delivery lists in last 24 hours
Daily
■Deletes remote subscribers with no valid nodes Daily
■Deletes unadministered remote subscribers who
have not used the system for a specified time
period
Daily
■Cross-checks name, extension, touch-tone, user
directory and remote note list translation files for
consistency with subscriber profiles
Weekly
Mailboxes ■Checks and deletes old messages and login
announcements
Daily
■Clears broadcast-deleted messages from
subscriber mailboxes
Daily
■Sends subscriber message-waiting indications to
switch
Daily
■Checks for valid mailbox structure Weekly
■Makes space-accounting corrections on a
per-subscriber and system basis
Weekly
■Checks for valid message and subscriber IDs No
Switch-translations Examines and updates internal data used by the switch
interface
Weekly
Voice files Deletes files in the voice subdirectory of the storage
filesystem not having message headers
Weekly
Table 7-1. Demand and Periodic Audits — Continued
Audits Function
Performed
Periodically?
Continued on next page
DEFINITY AUDIX System Administration
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May 1999
Alarms, Logs, and Audits
7-8Demand and Periodic Audits
7
Periodic or automatic audits run at night so as not to compete for system time
with call processing. The audits normally complete in several hours. It is
important that you become familiar with audits and their operation since you
continually must monitor system performance.
Names ■Matches each voice name with a valid local or
remote subscriber
Weekly
■Logs messages in administration log for first 20
local subscribers not having voiced names
Weekly
Switch-names Matches each voice name with a valid local or remote
subscriber on the switch
Nightly
Refer to the
DEFINITY AUDIX System Screens Reference
for a complete
description of audit screens.
Table 7-1. Demand and Periodic Audits — Continued
Audits Function
Performed
Periodically?
Continued on next page
Traffic Reports
8-1Overview
8
DEFINITY AUDIX System Administration
585-300-507 Issue 7
May 1999
8
Traffic Reports
This chapter describes how to produce and interpret the DEFINITY AUDIX
system traffic reports.
Overview
The DEFINITY AUDIX system collects traffic information that depicts how the
system is being used, including data about features, subscribers, communities,
data port loads, and remote message traffic. This information is displayed on
reports that are produced using the DEFINITY AUDIX traffic screens.
DEFINITY AUDIX traffic reports serve several purposes:
■They help you determine if your DEFINITY AUDIX system is performing at
peak efficiency by providing actual usage information that you can
compare with the type of usage that was initially forecast for your system.
■They help you troubleshoot administration problems that can occur with
subscribers and equipment as system usage grows in your company and
requirements change.
■If you are using the AMIS Analog Networking feature, they provide
information about outcalling ports, subscriber traffic, and feature traffic
that help you evaluate system efficiency. AMIS analog messages will be
included in the following statistics on traffic reports: voice mail sessions,
total messages, average storage time/mailbox space used, remote
messages sent/received, port usage, outcalling port usage, undeliverable
notifications, and community usage.
DEFINITY AUDIX System Administration
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Traffic Reports
8-2Traffic Report Summary
8
Additionally, if you run and print DEFINITY AUDIX traffic reports on a regular
basis and file them sequentially by date, they can provide an ongoing paper
audit and historical reference of your DEFINITY AUDIX system that may be useful
for analyzing trends and tracking system performance over a period of time.
Since traffic records collected for a specific day, hour, or month are retained only
for a limited number of days, hours, or months, it is imperative that you run the
reports on a regular schedule to ensure completeness and consistency from one
reporting period to the next.
Two of the most important uses for DEFINITY AUDIX traffic reports are
determining the grade of service provided subscribers during the busy hour at
your site and determining the port usage on the DEFINITY AUDIX system in daily
or hourly periods. These applications, described in Chapter 4, ‘‘Ongoing
Preventive Maintenance’’, should be performed periodically to monitor
performance and to anticipate your system’s needs.
Traffic Report Summary
Individual DEFINITY AUDIX traffic reports and their contents are listed below.
Guidelines for interpreting these reports follow in this chapter. Instructions for
producing the individual reports and field-by-field descriptions are in the
DEFINITY AUDIX System Screens Reference
.
Traffic Report Contents
Community The Community Daily Traffic and the Community Hourly Traffic reports
list information about the sending restrictions by community feature for
any day or hour in the past 32 days or 192 hours, including the number
of messages sent and received by each community and the number of
messages not sent and not received by each community due to
sending restrictions.
Continued on next page
DEFINITY AUDIX System Administration
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Traffic Reports
8-3Traffic Report Summary
8
Feature The Feature Daily Traffic and the Feature Hourly Traffic reports each
display two separate reports listing session or message traffic
information for any of the past 32 days or 192 hours.
The report lists different types of subscriber, voice mail, and call
answer information:
■The average number of ports in use during the busiest hour
■The number of local, remote, and non-administered remote
subscribers administered at the end of the period
■The voice mail session usage time and the number of successful
and unsuccessful login attempts by internal and external callers
■The call answer session usage time and the number of completed
and abandoned calls by internal and external callers
■The number of voice mail messages sent and currently residing on
the DEFINITY AUDIX system
■The number of broadcast messages, log-in announcements,
priority messages, and private messages sent and currently
residing on the DEFINITY AUDIX system
■The number of call answer messages sent and currently residing
on the DEFINITY AUDIX system
■The average length of voice mail and call answer calls. This is the
amount of time the messages were stored in the mailboxes and the
average time between when voice mail and call answer messages
were delivered and when they were removed from the system
Load The Load Daily Traffic and the Load Hourly Traffic reports list port
usage and related information for any of the past 32 days or hourly for
the past 192 hours, including the following:
■The number of seconds each port handled calls and the number of
calls that were handled
■The number of warnings the system issued informing a subscriber
that s/he has exceeded the total number of mailing lists or list
entries allowed during the day or hour reported
■The number of subscriber mailbox threshold exceptions and the
number of message deliveries that required rescheduling
Traffic Report Contents
Continued on next page
DEFINITY AUDIX System Administration
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May 1999
Traffic Reports
8-4Traffic Report Summary
8
Special
features The Special Features Daily Traffic and the Special Features Hourly
Traffic reports list outcalling information for the past 32 days or the past
192 hours, including the following:
■The maximum number of ports with an outcall in progress at any
one time during collection
■The total number of outcalls attempted during the collection period
■The total number of outcalls completed during the collection period
■The total number of outcalls rescheduled during the collection
period because all available ports were busy
Subscriber The Subscriber Daily Traffic and the Subscriber Monthly Traffic reports
display session traffic, messages received, and messages created
information on a specific subscriber on a daily (up to the last 8 days) or
a monthly basis. These reports include the following information:
■The largest amount of message space (in seconds) used at any
given time by the subscriber
■The minimum amount of space (in seconds) that is guaranteed in
the subscriber’s mailbox
■The number of times the subscriber used the call answer/voice mail
features during prime and non-prime time
■The total amount of time (in seconds) for all sessions that the
subscriber used the call answer/voice mail feature during prime
and non-prime time
■The number of voice mail messages received
■The number of undeliverable messages received by the subscriber
■The number of new call answer messages stored in the
subscriber’s mailbox during prime and non-prime time for the day
■The number of voice mail messages created by the subscriber
■The number of broadcast messages created by the subscriber
■The number of login announcements created by the subscriber
■The number of priority messages created by the subscriber
■The number of private messages created by the subscriber
■The number of voice mail messages sent to local subscribers
■The number of voice mail messages sent to remote subscribers
Traffic Report Contents
Continued on next page
DEFINITY AUDIX System Administration
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May 1999
Traffic Reports
8-5AUDIX Administration and Data Acquisition Package
8
AUDIX Administration and Data
Acquisition Package
AUDIX Administration and Data Acquisition Package (ADAP) provides a vehicle
for downloading subscriber, traffic, and billing data directly from the DEFINITY
AUDIX database files to a personal computer (PC) for further processing using a
set of standard reports that run under dBASE III Plus or using customized dBASE
III Plus reports developed by you or your programming staff. Output from the
standard reports and from your customized reports can be displayed optionally
in a graphic format using the Stella Business Graphics program on the PC.
NOTE:
The Stella Business Graphics program is no longer available, but you may
have purchased it with a previous version of ADAP.
ADAP is described in
AUDIX Administration and Data Acquisition Package,
585-302-502.
Activating Traffic Collection
Traffic collection must be turned on before the DEFINITY AUDIX system can
produce traffic reports. Since reports can be produced for the current day or
hour, you can start running traffic reports almost as soon as traffic collection is
activated. However, data for the full range of reporting periods (such as 192
hours, eight days, or 13 months, depending on the report) are not available until
that many hours, days, or months worth of traffic data has been collected.
Use the System-Parameters Features screen to activate traffic collection on a
system-wide basis and to define the prime time hours for collection. Refer to
the
DEFINITY AUDIX System Screens Reference
for a complete description of
this screen.
DEFINITY AUDIX System Administration
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Traffic Reports
8-6Data Retention Requirements
8
Data Retention Requirements
When traffic collection is activated, the DEFINITY AUDIX system stores the
present collection record and the consecutive previous collection period records.
How long each record is retained depends on the report it is collected for:
■Traffic records containing daily information for the feature, load,
community, and special features reports are stored for 32 consecutive
days.
For example, if it is January 1, the present record is the traffic collected so
far today and the previous daily records that are stored are the 31
previous consecutive records starting at December 31 (yesterday) and
going back to December 1.
■Traffic records containing daily information for the remote messages and
subscriber reports are stored for eight consecutive days.
For example, if it is Monday, the present record is the traffic collected so
far today and the previous daily records that are stored are the seven
previous consecutive records starting at Sunday (yesterday) and going
back to the previous Monday.
■Traffic records containing hourly information for the community, feature,
load, and special features reports are stored for 192 consecutive hours,
which is eight days of hourly information.
For example, if it is 8:15 a.m., the present record is the traffic collected this
hour since 8:00 a.m. and the previous hourly records that are stored are
the 191 previous consecutive records starting at the hour counting back
from 8:00 a.m.
■Traffic records containing monthly information for the remote messages
and subscriber reports are stored for 13 consecutive months.
For example, if it is January, the present record is the traffic collected so
far this month. The previous monthly records that are stored are the 12
records for the previous year starting at December (last month) and going
back to the previous January.
As each new traffic record is collected, the oldest record is deleted. For example,
if eight consecutive daily records are stored, today is the current record and a
week ago today is the oldest record. The record for the day before this oldest
record was deleted when collection began for today.
What this means is that you must produce traffic reports on a regular and timely
basis or lose the information they make available to you. This is especially true if
you retain the reports for historical purposes as a DEFINITY AUDIX system
performance audit to use for comparative analysis.
DEFINITY AUDIX System Administration
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Traffic Reports
8-7Using DEFINITY AUDIX Traffic Reports
8
Using DEFINITY AUDIX
Traffic Reports
To run the traffic reports, you enter the command path to the screen you want to
display on the DEFINITY AUDIX PATH line, the start date or month (and for some
screens the starting hour or traffic type), and in a few seconds the report for the
starting day, month, or hour is displayed on your terminal screen. The current
day, month, or hour is displayed if no start date is given.
Refer to the
DEFINITY AUDIX System Screens Reference
for instructions on
running individual traffic reports.
Interpreting the Community Reports
The Community Daily Traffic and Community Hourly Traffic reports provide
information about the sending restrictions by community feature for up to 32
consecutive days or 192 consecutive hours. For each of the 15 possible
communities of interest, the reports show the number of calls sent and received
and the number of incoming and outgoing calls that were blocked because of
sending restrictions.
Figure 8-1. Sample Community Daily Traffic Report
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
COMMUNITY DAILY TRAFFIC
Date : ........ Ending Time : .....
Number of Voice Mail Messages
Community ID Sent by Received by Not Sent by Not Received by
1 320669. 317332. 960.... .......
2 2394... 5731... ....... 960....
3 ....... ....... ....... .......
4 ....... ....... ....... .......
5 ....... ....... ....... .......
6 ....... ....... ....... .......
7 ....... ....... ....... .......
8 ....... ....... ....... .......
9 ....... ....... ....... .......
10 ....... ....... ....... .......
11 ....... ....... ....... .......
12 ....... ....... ....... .......
13 ....... ....... ....... .......
14 ....... ....... ....... .......
15 ....... ....... ....... .......
enter command: list measurements community day [
mm/dd/yy
]
list measurements community day Page 1 of 1
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
DEFINITY AUDIX System Administration
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May 1999
Traffic Reports
8-8Interpreting the Feature Reports
8
If you use the Sending Restrictions feature, use these reports to monitor the
feature’s effectiveness and to insure that only the appropriate communities in
your organization are restricted. For example, if a community has a large number
of calls being blocked by sending restrictions, you may want to investigate
further to determine if there is an administration problem (are the right
communities being allowed or denied access?) or a subscriber problem (do
subscribers know they are restricted and is the restriction appropriate?). Also,
depending on how you use the feature, these reports can provide security
information if you are monitoring call activity involving sensitive communities.
Interpreting the Feature Reports
The Feature Daily Traffic and Feature Hourly Traffic reports each display two
separate reports listing session traffic or message traffic information for up to 32
consecutive days or 192 consecutive hours.
Figure 8-2. Sample Feature Daily Session Report
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
FEATURE DAILY TRAFFIC
Date : 100192.. Ending Time : 09:16
Maximum Average Ports in Use: 6.2..
SUBSCRIBERS
Local: 526... Remote: 778..... Non Administered Remote: 23......
VOICE MAIL
Successful Logins, External: 24...... Internal: 431.....
Failed Logins, ~ ~ External: 9....... Internal: 23......
Session Usage (Seconds) ~ ~: 26990...
CALL ANSWER
Completed Calls, ~ External: 225..... Internal: 350.....
Abandoned Calls, ~ External: 80...... Internal: 45......
Session Usage (Seconds) ~ ~: 9334....
enter command: list measurements feature day [
mm/dd/yy
]
list measurements feature day Page 1 of 2
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
DEFINITY AUDIX System Administration
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May 1999
Traffic Reports
8-9Interpreting the Feature Reports
8
Figure 8-3. Sample Feature Daily Message Report
These reports play an important role in determining the grade of service. Port
requirements on the DEFINITY AUDIX system are based on the use of ports for
all applications including call answer, voice mail, automated attendant,
outcalling, AMIS Analog Networking and Message Delivery. Grade of service
also is used in determining port requirements.
Grade of service is a parameter that describes the delays in accessing a port on
the DEFINITY AUDIX system for the applications mentioned above. Ideally,
enough ports should be provided so that there is always a port available.
However, this is not necessary since calls are queued in a hunt group until a port
is available. This is acceptable to users as long as the delays are not too long.
The grade of service is defined as the fraction of calls queued longer than 10% of
the average holding time on the ports. For example, if the average holding time
on a DEFINITY AUDIX port is 100 seconds, then a.05 grade of service means
that 5% of the calls will experience queuing delays of greater than 10 seconds.
A.05 or lower grade of service generally is recommended for the DEFINITY
AUDIX system.
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
FEATURE DAILY TRAFFIC
Date : 100192.. Ending Time : 09:16
VOICE MAIL
Total Messages,~~~Sent: 1725...... Current: 1431...............
Broadcast Messages, ~ Sent: 0......... Current: 0..................
Log-in Announcements, Sent: 0......... Current: 0..................
Priority Messages, ~ ~Sent: 3......... Current: 0..................
Private Messages, ~ ~ Sent: 0......... Current: 0..................
Avg. Storage Time: 2061.... Avg. Connect Time: 35....
CALL ANSWER
Total Messages,~~~Sent: 720....... Current: 643................
Avg. Storage Time: 5172.... Avg. Connect Time: 87....
enter command: list measurements feature day [
mm/dd/yy
]
list measurements feature day Page 2 of 2
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
DEFINITY AUDIX System Administration
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May 1999
Traffic Reports
8-10Interpreting the Feature Reports
8
To determine the present grade of service on an installed DEFINITY AUDIX
system, the average ports used during the busy hour need to be retrieved from
the system traffic data. This can be done by reading the Maximum Average Ports
in Use field on the Feature Daily Traffic screen. (Use the command, list
measurements feature day, to display this screen.) This value is the average
ports used during the busiest hour of the day. This number, along with the
DEFINITY AUDIX port capacity table (following), can be used to determine the
present grade of service. You should look across a number of days to determine
the average of this value since one day may not be a good indicator.
Look at the row on the table for the number of ports presently in the system and
look across until you find the number just larger than your Maximum Average
Ports in Use value from the Feature Daily Traffic screen. The value at the top of
the column gives the grade of service during the busy hour.
Table 8-1. DEFINITY AUDIX Port Capacity in Erlangs (Avg. Ports in Use) at
Various Grades of Service
DEFINITY AUDIX Port Capacities
Ports .01 .02 .03 .04 .05 .06 .08 .10
2 0.16 0.23 0.29 0.33 0.38 0.41 0.48 0.54
3 0.47 0.61 0.71 0.79 0.86 0.92 1.03 1.12
4 0.89 1.09 1.22 1.34 1.43 1.51 1.65 1.78
5 1.38 1.64 1.81 1.94 2.07 2.17 2.35 2.49
6 1.92 2.24 2.44 2.60 2.74 2.86 3.06 3.22
7 2.51 2.86 3.11 3.31 3.44 3.58 3.81 4.00
8 3.14 3.53 3.81 4.00 4.17 4.33 4.58 4.78
9 3.78 4.22 4.53 4.75 4.94 5.08 5.36 5.58
10 4.44 4.92 5.25 5.50 5.69 5.89 6.17 6.42
11 5.14 5.67 6.00 6.28 6.50 6.67 6.97 7.25
12 5.83 6.39 6.78 7.06 7.28 7.47 7.81 8.08
13 6.56 7.17 7.56 7.83 8.08 8.31 8.64 8.92
14 7.31 7.92 8.33 8.64 8.92 9.14 9.50 9.78
15 8.03 8.69 9.14 9.47 9.72 9.97 10.33 10.64
16 8.81 9.50 9.94 10.28 10.56 10.81 11.19 11.53
DEFINITY AUDIX System Administration
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May 1999
Traffic Reports
8-11Interpreting the Feature Reports
8
You also can determine from the table the number of ports required for a system
under the present load. If a.03 grade of service is desired, look under the column
of.03 grade of service. Find the number just larger than the Maximum Average
Ports in Use field from the Feature Daily Traffic screen. The number on the left of
that row is the number of ports required for a.03 grade of service. Note that ports
are always sold in increments of two, so if you get an odd number, round it up by
one.
It is recommended that port usage be monitored regularly and plotted over time
in order to anticipate traffic needs. It is recommended that you observe port
capacities on a weekly basis on new systems or when you are adding new
subscribers, and on a monthly basis on older systems.
In addition to helping determine grade of service and port usage, the Feature
reports provide statistical information that is useful for spotting potential
problems and for evaluating how your DEFINITY AUDIX system actually is used
by callers and subscribers. This information includes the number of subscribers
administered in the DEFINITY AUDIX system, the total call answer and voice
session usage time, the number of login attempts and abandoned calls, the
number of voice mail, call answer, broadcast, log-in, priority, and private
messages sent, and the average length of voice mail and call answer calls.
Note that voice mail statistics in these reports include subscribers who call the
DEFINITY AUDIX system to get messages but do not include broadcast
messages.
DEFINITY AUDIX System Administration
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May 1999
Traffic Reports
8-12Interpreting the Load Reports
8
Interpreting the Load Reports
The Load Daily Traffic and Load Hourly Traffic reports display information about
the number of calls handled by each active port for up to 32 consecutive days or
192 consecutive hours.
Figure 8-4. Sample Load Daily Traffic Report (Page 1)
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
LOAD DAILY TRAFFIC
Date : 070292.. Ending Time: 9:17.
TOTAL SUBSCRIBER THRESHOLD EXCEPTIONS
Lists: 0.... List Space: 0....
Message Space, Lower: 8.... Upper: 3....
Subscribers Over Threshold: 0..................
Deliveries Rescheduled: 0.......
Maximum Simultaneous Ports: 5..
Voice Text Used: 2490..... Voice Text Free Space: 1010.....
enter command: list measurements load day [
mm/dd/yy
]
list measurements load day Page 1 of 2
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
DEFINITY AUDIX System Administration
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Traffic Reports
8-13Interpreting the Load Reports
8
Figure 8-5. Sample Load Daily Traffic Report (Page 2)
Notice the average number and duration of the calls that are made to the
DEFINITY AUDIX system during the period that is being reported. These
numbers may indicate a problem at the switch with either port coverage or
distribution if one port is overloaded and other ports are underloaded.
Threshold exceptions indicate that subscribers tried to use more message or list
space than is available and that warnings have been issued. These exceptions
may be the first indication that you need to change certain information contained
within other screens.
If you notice that a large number of threshold exceptions for lists are being
reported, it may mean that you initially miscalculated the maximum number of
lists per subscriber. Subscribers actually may need more lists than you thought
they would. You may increase the number of lists assigned each subscriber
through both the System-Parameters Limits and Class of Service screens; but,
you should do so with care, keeping in mind that filesystem sizes are fixed. An
alternative is asking subscribers to delete old or unnecessary lists.
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
LOAD DAILY TRAFFIC
Port Usage Data (Seconds)
1- 6: 3171.. 2921.. 3485.. 3378.. 3692.. 3748..
7-12: 3489.. 3114.. 2994.. 3241.. 3108.. 3031..
Port Peg Count Data (Number of Calls)
1- 6: 66.... 65.... 61.... 61.... 57.... 57....
7-12: 60.... 63.... 55.... 53.... 53.... 45....
enter command: list measurements load day [
mm/dd/yy
]
list measurements load day Page 2 of 2
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
DEFINITY AUDIX System Administration
585-300-507 Issue 7
May 1999
Traffic Reports
8-14Interpreting the Special Features Reports
8
Lower and upper subscriber message space thresholds are shown on the
screen in the high fields. There are a number of things you may do if upper and
lower message space thresholds are exceeded consistently. First, you may
decrease message retention times on both the Subscriber and Class of Service
screens. This will limit the length of time that the DEFINITY AUDIX system retains
messages within subscribers’ mailboxes and will cause messages to be thrown
away more frequently. Secondly, you might issue a notice (broadcast a message)
to subscribers asking them to delete messages immediately after listening to
them or that they regularly clean both their incoming and outgoing mailboxes.
Finally, you may interpret a large number of threshold exceptions as an indication
that the thresholds originally were set too low. If you find this to be the case, you
may raise the thresholds through the System-Parameters Thresholds screen.
Interpreting the Special Features
Reports
The Special Features Daily Traffic and Special Features Hourly Traffic reports
display outcalling traffic information for up to 32 consecutive days or 192
consecutive hours.
Figure 8-6. Sample Special Features Daily Traffic Report
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
SPECIAL FEATURES DAILY TRAFFIC
Date: 072192.. Ending Time: 10:05
Maximum Simultaneous Outcalls : 3..
Outcalls Attempted ~: 52......
Outcalls Completed ~: 31......
Outcalls Rescheduled: 0.......
Calls Answered Without Connect: 0.......
enter command: list measurements special-features day [
mm/dd/yy
]
list measurements special-features day Page 1 of 1
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
DEFINITY AUDIX System Administration
585-300-507 Issue 7
May 1999
Traffic Reports
8-15Interpreting the Subscriber Reports
8
This screen shows the outcalling traffic information (which includes outcalling,
Message Delivery, and AMIS analog networking), including:
■The maximum number of ports with an outcall, outgoing AMIS analog
message, or Message Delivery in progress at any one time
■The number of outcalls that were attempted
■The number of outcalls that were completed
■The number of outcalls that were rescheduled because all available ports
were busy
Interpreting the Subscriber Reports
The Subscriber Daily Traffic and Subscriber Monthly Traffic reports provide
session traffic, messages received, and messages created information for
individual subscribers for up to eight consecutive days or 13 consecutive
months.
Figure 8-7. Sample Subscriber Daily Session Report
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
SUBSCRIBER DAILY TRAFFIC
Name: Doe, John.................... Extension: 82345.....
Date: 071292.. Ending time: 10:18
Community ID: 1.
Mailbox Space Used: 152....... Space Allowed ~ ~: 1200......
Maximum Space Used: 520....... Space Guaranteed : 0.........
SESSION TRAFFIC
CALL ANSWER VOICE MAIL
Prime Non-Prime Prime Non-Prime
Sessions : 2......... 0......... 2......... 0.........
Session Usage : 190....... 0......... 806....... 0.........
enter command: list measurements subscriber day
name|extension [mm/dd/yy]
list measurements subscriber day Page 2 of 3
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
DEFINITY AUDIX System Administration
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Traffic Reports
8-16Interpreting the Subscriber Reports
8
Figure 8-8. Sample Subscriber Daily Messages Received Report
Figure 8-9. Sample Subscriber Daily Messages Created Report
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
SUBSCRIBER DAILY TRAFFIC
Name: Doe, John.................... Extension: 82345.....
Date: 071292.. Ending time: 10:18
VOICE MAIL MESSAGES RECEIVED Prime Non-Prime
Local Voice Mail Messages : 15........ 0.........
Remote Voice Mail Messages : 4......... 0.........
Undeliverable Notifications : 0......... 0.........
CALL ANSWER MESSAGES RECEIVED : 2......... 0.........
enter command: list measurements subscriber day
name|extension [mm/dd/yy]
list measurements subscriber day Page 3 of 3
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
AUDIX STATUS: Active alarms: none thresholds: none logins: 1
SUBSCRIBER DAILY TRAFFIC
Name: Doe, John.................... Extension: 82345.....
Date: 071292.. Ending time: 10:18
VOICE MAIL MESSAGES CREATED Prime Non-Prime
Total Voice Mail Messages : 25........ 0.........
Broadcast Messages : 0......... 0.........
Login Announcements : 0......... 0.........
Priority Messages : 0......... 0.........
Private Messages : 0......... 0.........
VOICE MAIL MESSAGES SENT
Local Voice Mail Messages : 5......... 0.........
Remote Voice Mail Messages : 0......... 0.........
enter command: list measurements subscriber day
name|extension [mm/dd/yy]
list measurements subscriber day Page 1 of 3
Cancel Refresh Enter ClearFld Help Choices NextPage PrevPage
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Traffic Reports
8-17Interpreting the Subscriber Reports
8
These reports provide information that is useful as a first step in analyzing
performance problems reported by individual subscribers:
■Use session traffic information to determine a subscriber’s call answer
and voice mail usage patterns and also to determine if the subscriber has
enough mailbox space.
■Use messages received information to determine the number of voice mail
and call answer messages sent to the subscriber and the number of
undeliverable messages the subscriber has attempted to send (shown as
the number of undeliverable message notifications the subscriber
received).
■Use messages created information to determine the total number of voice
mail messages created by the subscriber (including separate tallies for
broadcast messages, log-in announcements, priority messages, and
private messages) and also to determine the number of local and remote
messages the subscriber sent. Remote messages include those sent to
remote AMIS analog systems.
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8-18Interpreting the Subscriber Reports
8
Automated Attendant
9-1Overview
9
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9
Automated Attendant
This chapter describes how to define and administer automated attendants and
provides examples you can modify to fit your particular requirements.
Overview
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 touchtone phones in response to a voice prompt to
transfer the call. The automated attendant can have as many as 10 menu
options, corresponding to the buttons 0 through 9 on a touchtone telephone.
This
main
or
first-level
attendant might provide the following options:
“Thank you for calling Smith and Jones.”
“To transfer to a specific extension, enter that extension.”
“To reach the sales department, press 1.”
“To reach the accounting department, press 2.”
“To reach the personnel department, press 3.’
“To get further assistance, press 0 or wait.”
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9-2Overview
9
This example assumes your company’s extensions do not start with 0, 1, 2, or 3.
The switch must be administered for routing calls to the attendant’s extension.
For example, you (or the switch administrator) may administer the switch to route
all incoming calls to this extension instead of to a receptionist or to route calls to
this extension only after normal business hours or during busy periods when the
volume of incoming traffic overwhelms your call-answering resources (the latter
requires call vectoring available on some Lucent switches).
A main attendant also can be set up to answer extensions for departments within
your company. For example, a caller who dials the accounting department’s
extension could hear the following options from that department’s automated
attendant:
“This is the Accounting department.”
“To reach Accounts Payable, press 1.”
“To reach Accounts Receivable, press 2.”
‘To reach Payroll, press 3.”
“To transfer to a specific extension, enter that extension.”
“To get further assistance, press 0 or wait.”
Attendants may be
nested
behind a main attendant so that selection of an option
on the main attendant’s menu invokes a secondary attendant. For example, when
an external caller selects option 2 in the first example above, he or she next
could hear the accounting department’s automated attendant shown in the
second example.
You also can set up any number of levels of nested attendants. This is because
attendants that are accessed only by other attendants can be associated with
extensions in the DEFINITY AUDIX system that are not administered at the
switch.
You can administer automated attendants to transfer calls directly into an
extension’s DEFINITY AUDIX mailbox without going back through the switch as
in a normal transfer to an extension’s telephone. This provides a mechanism for
using automated attendants to accommodate unusual situations such as
collecting messages for individuals who share an extension or for non-resident
subscribers who do not have an extension administered on the switch.
For example, if the payroll department shares a single extension, a caller who
selected option 3 to reach the payroll department in the previous example could
get the following options from an automated attendant if the telephone is not
answered or the extension is busy:
“This is Payroll. No one is available right now.”
“To leave a message for Bill Smith, press 1.”
“To leave a message for Mary Jones, press 2.”
“To leave a message for John Doe, press 3.”
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9-3Multilingual Automated Attendants
9
You would administer each of the extension’s users as a DEFINITY AUDIX user
and associate each with a different DEFINITY AUDIX extension that is not
administered on the switch. Callers who press the button associated with an
individual then go directly to that individual’s DEFINITY AUDIX mailbox.
Depending on administration, the caller could hear the DEFINITY AUDIX
system’s guest greeting or the subscriber’s personal greeting.
Similarly, you could administer an automated attendant for non-resident
subscribers such as outside sales personnel who do not have extensions on the
switch but need to have clients leave messages. In this case, you would
administer the non-resident subscribers as DEFINITY AUDIX subscribers on
extensions that do not exist on the switch as in the previous example. Callers
could then call the automated attendant’s extension, enter the subscriber’s
mailbox number (the non-resident subscriber extension), and go directly to that
mailbox to leave a message. Depending on administration, the caller could hear
the DEFINITY AUDIX system’s guest greeting or the non-resident subscriber’s
call answer greeting.
Automated attendants also can serve as bulletin board directories, allowing you
to use non-resident extensions for information service bulletin boards and have
just one extension — the automated attendant — administered on the switch to
answer bulletin board calls and route callers to specific bulletin boards.
Multilingual Automated Attendants
You can set up a multilingual automated attendant. The first level of an automated
attendant in a multilingual environment might ask the user to select a language.
Subsequent levels implement the automated attendant in the language chosen.
For example, your company operates in a U.S. English/Canadian French
bilingual environment and needs an automated attendant to redirect calls to the
appropriate extension (possibly because Direct Inward Dialing is not available on
the switch).
1. The recording for the
main
or
first-level
automated attendant is in U.S.
English for this example.
“Hello, this is ABC Company.”
“Pour Francais, appuyez sur le 1.”
“To talk to a sales agent, please press 2.”
“For billing problems, please press 3.”
“If you know the number of the person you wish to reach, please enter it.”
“Or you may wait for an operator to help you.”
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9-4Multilingual Automated Attendants
9
2. The user presses 1. The recording for the
second-level
automated
attendant is in Canadian French.
(In Canadian French)
“To talk to a sales agent, please press 2.”
“For billing problems, please press 3.”
“If you know the number of the person you wish to reach, please enter it.”
“Or you may wait for an operator to help you.”
(If the user enters *H for help, Canadian French prompts are used if the
primary announcement set is Canadian French.)
3. The caller enters extension number 432.
(IN Canadian French)
“Please wait.”
4. The call is transferred to extension 432. If the call covers to the DEFINITY
AUDIX system, call treatment will be as described above in the call
answer scenario.
You also can use the Multiple Personal Greetings feature to customize an
automated attendant’s spoken menu (which is actually the extension’s personal
greeting) for different call types, such as for out-of-hours calls and
internal/external calls. This customization could be cosmetic, such as a formal or
informal personal greeting depending on whether the call is external or internal,
or it could voice a different set of options, such as offering a restricted menu of
choices to out-of-hours callers.
The method described above merely changes the
description
of available
options to suit the circumstances of the call. The available options themselves
remain the same. Consequently, you may consider using the
call routing table
to
send a call to one of several separate automated attendants depending on the
type of call. This method makes it possible to offer various options as well as
various menus.
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.
These are just a few of the useful applications for the automated attendant
feature that are described in this chapter. As you will see, this feature is limited
only by your imagination and your requirements for having calls transferred
without human intervention.
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Automated Attendant
9-5How Automated Attendants Work
9
How Automated Attendants Work
You set up automated attendants as DEFINITY AUDIX subscribers on the
Subscriber screen. They appear the same as regular subscribers except they are
identified as “auto-attendant” in the PERMISSIONS, Type field.
If the automated attendant extension is to be called directly, administer the
attendant’s extension at the switch. If the attendant will be reached only by other
automated attendants, it can be an extension administered in the DEFINITY
AUDIX system but not on the switch.
The menu options that are voiced by the automated attendant are actually the
personal greeting that you record for the automated attendant’s extension. This is
convenient because you easily can change the text of the message just as you
would any personal greeting, and you also can use the Multiple Personal
Greetings feature to provide different menus and options for different types of
callers. You can record the greetings used for the automated attendant in more
than one language. If using the Multilingual feature with the Multiple Personal
Greetings feature, set the Call Answer Language Choice field to “n” on the
automated attendant Subscriber screen or Class of Service screen. Since you
record the automated attendants, automated attendants are not limited to only
two languages. You could set up an automated attendant main menu directing
callers to several languages. For example:
In English,
“For English, press 1.”
In French Canadian,
“For French, press 2 .”
In Spanish,
“For Spanish, press 3 .”
Then for each choice, record a nested automated attendant in the appropriate
language.
The actions each attendant performs when specific buttons are pressed are
specified on the Subscriber screen. Buttons are assigned to extensions as
appropriate and assigned a treatment code to determine if the DEFINITY AUDIX
system should transfer the call through the switch to an extension’s telephone
(the usual case) or directly into the extension’s mailbox to leave a message or
speak out a bulletin board message or another automated attendant menu.
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9-6Prerequisite Conditions
9
If the call goes directly to a subscriber’s mailbox, the treatment code also
specifies whether the system guest greeting or the subscriber’s call answer
greeting is played. The system guest greeting is played if the treatment is
“guest-greeting”. If the treatment is “call-answer”, the subscriber’s call answer
greeting is played if one is recorded and active, otherwise the system call answer
greeting is played.
If the call goes directly to a sub-attendant’s mailbox, the treatment field specifies
whether to leave a message in the attendant’s mailbox (“guest-greeting”) or play
the sub-attendant’s menu (“call-answer”). The latter makes nesting transparent to
the caller since there is no delay between the action selected at the first
attendant and the beginning of the selected attendant’s voice prompt.
If the call goes directly to a bulletin board, use the call-answer treatment to play
out the bulletin board’s message. To leave a message in the bulletin board’s
mailbox, use the guest-greeting treatment.
Prerequisite Conditions
For the Automated Attendant feature to work fully, the Call Transfer Out of AUDIX
feature must be activated. This is accomplished via the System-Parameters
Features screen. (If you enter “none”, you cannot use the “transfer” treatment type on the
Subscriber screen.)
In the DEFINITY AUDIX system, the automated attendant extension must be
redirected to the DEFINITY AUDIX extension either with Call Coverage or Call
Forwarding (the recommended option). Calls are then sent to the attendant
mailbox where the menu of options is heard.
Using Rotary Phones with an
Automated Attendant
Automated attendants can work with rotary telephone users if the DEFINITY
AUDIX system has an attached pulse-to-tone converter. A pulse-to-tone
converter is a small box outside the switch between the switch and the central
office. Set the Input Time Limits Between Digits at Auto-Attendant or Standalone
Menu field on the System-Parameters Features screen to between 3 and 12
seconds (5 or 6 seconds is recommended). This sets the delay in seconds
before the DEFINITY AUDIX system times out. Determine the best value after
actual use.
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9-7Setting Up an Automated Attendant
9
If the caller fails to enter any tones at an automated attendant menu, the
DEFINITY AUDIX system uses the timeout treatment administered on the
automated attendant Subscriber screen. The timeout treatment on the automated
attendant Subscriber screen should be greater than the Between Digits at
Auto-Attendant or Standalone Menu field on the System-Parameters Features
screen, or the automated attendant may time out before the first digit can be
entered.
If not using a pulse-to-tone converter, leave the Between Digits at Auto-Attendant
or Standalone Menu field on the System-Parameters Features screen at the
default of 3. Provide a default treatment for calls from rotary telephone callers.
Setting Up an Automated Attendant
Automated attendants must be set up on the switch as well as on the DEFINITY
AUDIX system. Verify that the automated attendants have been administered
properly on the switch. In addition, if (and only if) you are using the Display Set switch
integration, the switch-names audit also must be run.
Perform the following steps to define and administer an automated attendant on
the DEFINITY AUDIX system.
Step 1: Defining the Attendant
Define the automated attendant in the same manner that you would set up a new
local subscriber on the Subscriber screen. Be sure to identify the attendant as
such in the PERMISSIONS, Type field.
NOTE:
If you plan to use a number of automated attendants, you might want to set
up a class of service with the PERMISSIONS, Type field already set to
“auto-attendant” for use with automated attendants. If so, be sure that
existing subscribers are not already assigned to that class of service. Also,
you must run “audit subscriber-data” before class of service changes will
be effective for automated attendants.
Use the Subscriber screen to define the automated attendant. Refer to the
DEFINITY AUDIX System Screens Reference
for a complete description of this
screen.
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9-8Setting Up an Automated Attendant
9
Step 2: Administering the Attendant Menu
Be prepared to supply the following information on the Subscriber screen.
For the attendant:
■The attendant’s name
■The attendant’s extension
■If transfers are allowed allows callers to transfer from the
automated attendant to a specific extension by entering , the
extension number, and pound sign (or by entering , ,
subscriber name, and pound sign for name addressing). Generally, it is
more efficient to have callers enter extension numbers directly. is
typically used when the attendant’s options require use of all the buttons
or the switch dial plan precludes use of the button that corresponds to the
first digit of internal extension numbers that could be called directly. The
Call Transfer Out of AUDIX feature must be turned on before you can use
.
■The number of seconds to wait for time-out when a caller does not
respond to a prompt
Use the Subscriber screen to administer automated attendant menu options.
Refer to the
DEFINITY AUDIX Screens Reference
for a complete description of
this screen.
*T
*
T
*T
#*T*A
**T
*T
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9-9Setting Up an Automated Attendant
9
For each button (0 through 9) and the timeout that is active for the attendant:
■The extension to transfer the call to or the DEFINITY AUDIX mailbox
extension when the button is pressed.
If this button is the first digit of an extension on your switch
and
you want
callers to be able to directly enter an extension, put “e” in this field. If you
want callers to be able to dial an extension directly from the automated
attendant without using , you cannot use any button whose number
is the first digit of an extension that could be called directly. For example, if
internal extensions begin with 5, you cannot use button 5 for a separate
selection like “To reach accounting, press 5.” If you did, callers who
attempted to dial specific extensions starting with 5 would instead be
transferred to accounting in this example. Instead, assign this button as
extension
e
. This allows the caller direct access to any extension that
starts with the associated button. More than one button can be assigned
as
e
if necessary. For this feature to work properly, addressing must be by
extension on the automated attendant Subscriber screen.
NOTE:
Pay particular attention to the switch dial plan when assigning the
e
option. Consider that some extensions within the group may not
exist, may not be assigned, may be assigned to special features like
hunt groups or vectors, may be assigned to the attendant console,
may be assigned to a Distributed Communication System (DCS)
node, or may be assigned to the DEFINITY AUDIX voice ports. Any
of these situations may cause problems when a caller attempts to
dial one of them.
■A transfer treatment code to specify whether the call is to transfer to the
extension’s telephone (“transfer”) or directly to the extension’s mailbox to
play the subscriber’s call answer greeting (‘call-answer”) or the system
guest greeting (“guest-greeting”). If the treatment is “call-answer” and no
personal greeting is recorded or active, the system call answer greeting is
played.
■A brief comment describing the button’s function. This is your only record
of the attendant’s button functions and associated extension numbers, so
spelling it out now in the comment field may save you some time later if
you have to modify the attendant’s functions or rerecord the attendant
menu.
*T
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9-10Setting Up an Automated Attendant
9
Step 3: Recording the Attendant Menu
Use your touch-tone telephone to record the automated attendant menu that will
be spoken to callers. This menu is actually the personal greeting for the
attendant’s extension. If setting up a TTY automated attendant, use the TTY
keyboard to type the menu where the following instructions say speak or record
and the touchtone telephone keypad when the instructions say press.
In the menu, you may want to include the following:
■A greeting followed by the menu choices available to the caller
■An instruction on pressing to transfer to a specific extension if this
option is active for the attendant
■An instruction to wait if a time-out extension is administered
■An instruction on pressing to repeat the menu
NOTE:
You also can set up a one-button press to repeat the menu by putting the
same attendant’s extension in the Extension field and “call-answer” in the
treatment field.
Decide if you will use a single message to describe all parts of the menu or if you
will use the multiple personal greetings feature to record a variety of messages to
be played for the various call types. The recording of an attendant menu is done
in the same way as recording a personal greeting. It is a good idea to write down
the menus and greeting numbers and keep them in this document so that you will
have them if you need to rerecord them at a later time. To record an automated
attendant menu if the multiple personal greetings feature is
not
activated, follow
these steps:
1. Log in as the automated attendant using the extension and password (if
any) you assigned on the Subscriber screen.
2. At the activity menu, press to administer the attendant menu.
3. Press to record the attendant menu.
4. At the tone, speak the menu (or type if setting up a TDD automated
attendant menu), and then press to stop the recording.
5. Press or if you want to listen to the menu.
6. Press to delete and rerecord, or press to approve.
*
T
*
H
3
1
1
2 3
*D #
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9-11Setting Up an Automated Attendant
9
To record an automated attendant menu if the Multiple Personal Greetings
feature is activated, refer to the Multiple Personal Greetings feature in
DEFINITY
AUDIX System — Features Description
, 585-300-206, and enter the same menu
options as for a subscriber entering personal greetings. If the automated
attendant is multilingual and the Call Answer Language Choice field is set to “y”
(yes) on the automated attendant Subscriber screen or Class of Service screen,
then the automated attendant may
not
use the Multiple Personal Greetings
feature.
NOTE:
If your system should lose any voice messages, perhaps due to a disk
crash, you must check each of the automated attendant menus to ensure
that they were not lost. It would be a good idea to write down the text of the
menus and keep them together as a precaution. If an automated attendant
menu is lost, simply rerecord it. If an automated attendant menu is lost or
was never recorded, the DEFINITY AUDIX system makes an entry in the
administrative system log each time a caller calls the automated attendant
extension. You can view these logs by accessing the Display
Administration-Log screen. Periodic voice backups will preserve automated
attendant greetings and speed recovery of automated attendants. Only
backups from the current release of your DEFINITY AUDIX system can be
restored.
Step 4: Listing Automated Attendants
After you have administered an automated attendant, list your system’s
automated attendants to confirm your entry. Automated attendants are listed
sequentially by ascending extensions on the screen. To start at a particular
extension, type the extension number in the Extension field.
Use the List Attendants screen to list automated attendants. Refer to the
DEFINITY AUDIX System Screens Reference
for a complete description of this
screen.
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9-12Setting Up a Call Routing Table
9
Setting Up a Call Routing Table
DEFINITY AUDIX provides a conditional routing capability. You can use the routing table
and its associated screens to base automated attendant operation on as many as four
business schedules and as many as four holiday schedules.
Overview
The business schedule just mentioned divides the 24-hour day into two parts called day
service and night service. Calls can be routed to one mailbox for day service, and to
another for night service. A business may, for example, set day-service hours to be the
period when the business is open, and it may send calls to a night-service mailbox during
the remaining hours.
The business schedule also provides for
alternate-service
hours. This is a period of time
that you can define when calls may be sent to a third destination during either day- or
night-service hours. This period may be used by some businesses to provide a special
automated attendant to handle calls from other time zones during the transition from day to
night service. (Another business may use the period simply to cover an operator during
lunch hour.)
The previously-mentioned
holiday schedules
make it possible to deviate from the normal
business schedule for a day at a time. You might use these schedules to play different
greetings and to handle calls differently on holidays. There are four holiday schedules. On
each of them, you can record up to 26 dates along with the automated-attendant mailbox
to be used on each date. If you had separate schedules for the sales office and for the
warehouse, for example, you could send sales-office calls to one mailbox during a sales
conference, and you could send warehouse calls to another mailbox during inventory time.
The services just described are tied together within a
routing table
. Here is where you apply
a business schedule and a holiday schedule to an incoming called extension number.
Finally, you assign mailboxes to the number: one each for day, night, and alternate service.
Therefore, if a number is called that appears on the routing table, the holiday schedule is
first checked. If the current date does not appear in the holiday schedule, the business
schedule is checked. If the time of day is covered in the business schedule under alternate
service, the call is sent to the alternate service mailbox. If not, then depending on the time of
day, the call is sent to the day- service mailbox or to the night-service mailbox.
Setting up a Business Schedule
Here is how to fill in a business schedule (there is an overview of the process on
page 9-12 of this chapter). First, access the change auto-attend-routing
business-schedule administration screen. The screen you access will be one of
four such screens you can use for separate schedules. Consequently, you will
have to give the administration program the name or number of a particular
schedule to access this screen (numbers 1 through 4 will access a screen
anytime):
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9-13Setting Up a Call Routing Table
9
Figure 9-1. Auto-Attend-Routing Business-Schedule
Default hours are shown in the illustration. Set up the business schedules by filling in these
fields:
■Business Schedule — If the default name of the schedule does not seem
descriptive enough, name the schedule in this field.
■Day Service Hours — Hours outside of this range are considered to be night
service hours. (Use 24-hour notation: AM starts at 00:00, midnight: PM times are
12:00-23:59.)
— Start Time — Enter the time at which daytime operation should begin.
— End time — Enter the time at which daytime operation should end.
■Alternate Service Hours — This is time that may be considered an exception to
normal day service (lunch time, for example).
An alternate service period must
either fall entirely inside of day service hours or entirely outside of day service hours
.
(Use 24-hour notation: AM starts at 00:00, midnight: PM times are 12:00-23:59.)
— Start Time — Enter the time at which alternate service is to begin.
— End Time — Enter the time at which alternate service is to end.
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9
Setting up a Holiday Schedule
The second step of setting up auto-attendant routing is to access a change
auto-attend-routing holiday-schedule administration screen (there is an overview of the
process on page 9-12 of this chapter). The screen you access will be one of four such
screens you can use for separate schedules. Consequently, you will have to give the
administration program the name or number of a particular schedule to access this screen
(numbers 1 through 4 will access a screen anytime):
Figure 9-2. Auto-Attend-Routing Holiday-Schedule
NOTE:
Before you start to fill in the schedule, make sure that the auto-attendants exist. They
must have been created before you add them under the
Mailbox
column.
Set up the holiday schedules by filling in these fields:
■Holiday Schedule — If the default name of the schedule does not seem descriptive
enough, name the schedule in this field. Use capital letters here if you intend to use
them in the name of this schedule in the future.
■Holiday Name — Enter the name of the holiday here. (This field is for your
reference. An entry in this field is optional.)
■Date — Enter the date on which the affected incoming call will be forwarded to
mailbox.
■Mailbox — Enter the number to which the affected incoming call will be forwarded.
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9
Filling in the Routing Table
Having set up schedules to suit your business purposes, you are ready to complete the
routing table (there is an overview of the process on page 9-12 of this chapter):
Figure 9-3. Auto-Attendant-Routing Routing-Table
The routing function redirects calls to specified numbers. It redirects them to specified
voice mailbox numbers according to the instructions given in the holiday schedules and
the routing table. Fill in the routing table as follows:
■Incoming Called Number — Enter the numbers to be redirected. These can be any
incoming numbers reported to AUDIX by the switch. If a number appears twice in
this column, the first instance prevails. 802, for example, appears before the range
802-806, and will be treated separately per its first appearance. 805 appears after
the range of numbers, however, so it will be treated as set out on the line associated
with the range.
■Business Schedule — Enter the name or number of the business schedule that is to
determine how the incoming number is to be treated. The name login is reserved. It
indicates that a direct, external call to the associated incoming number is to be
allowed AUDIX Login services. That is, if you call this extension. AUDIX will ask you
to log in.
■Holiday Schedule — Enter the name or number of the holiday schedule (if any) that
is to determine which auto-attendant mailbox the incoming number is to access on
holidays.
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■Mailboxes — All mailbox extensions must be defined before they are entered in
these columns.
— Day Service Mailbox — Enter the number of the auto-attendant mailbox to
be accessed during the business hours given in the business schedule.
This field must be filled in if the associated business schedule either follows
the (Merlin) switch’s night service status or specifies day service hours.
— Night Service Mailbox — Enter the number of the auto-attendant mailbox to
be accessed during the period not otherwise specified in the business
schedule.
— Alternate Service Mailbox — Enter the number of the auto-attendant
mailbox to be accessed during the alternate-service period given in the
business schedule. This field must be filled in if the associated business
schedule specifies alternate service hours.
Testing Your Menu Tree
The definition of an automated attendant menu is complete when all of its
submenus are defined and all the voice prompts including any announcements
such as attendant menus are recorded. DEFINITY AUDIX provides a convenient
way of testing the structure of a menu so that callers will not be inconvenienced
by an incomplete automatic-attendant menu tree.
To access the testing program, type disp au m (for display auto-attend-routing
menu-tree) at the AUDIX-Administration command line. A screen resembling the
subsequent illustration appears:
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This utility searches auto attendant menus to verify that each mentioned auto attendant
mailbox exists and that the necessary personal greeting(s) have been recorded. The
program keeps testing nested mailboxes until they have all been tested. As it works, it
displays the results of the search. The information you enter on this screen determines how
this report is to be limited and how it is to be presented. Displayed on the screen are the
following fields:
■Start From Called Party ID in Routing Table? Enter y in this field to make the program
start its search at the Incoming Called Number in the routing table. If this were so,
for example, and if you specified extension 802 in the next field, then (referring to
the example shown in Figure 9-3 on page 9-15) mailboxes 9003, 9004, 9005, and
the mailbox in holiday schedule hol1 would all be tested.
If you enter n, the report first tests the mailbox number specified under
Starting Point and then tests the mailboxes that are set out in the menu
that applies to the specified mailbox (see change subscriber, screen 3 on
page 9-12 of this chapter).
■Starting Point: Enter the number of the mailbox or Incoming Called Number that is to
be tested. Leave the field blank to test all attendant mailboxes (or all mailboxes in
the routing table, if you left y in the first field).
■Report Type (full/errors): Enter f (or full) in this field to have the program display not
only errors but each component element of each mailbox as well.
Enter e (or errors) in this field to have the program identify only flawed
mailboxes and the errors discovered by the program.
Automated Attendant Examples
The examples on the following pages describe some of the applications for the
Automated Attendant feature. Use these examples as models when defining your
own automated attendants.
Setting Up a Main Attendant
A main attendant is an attendant that can be reached directly by callers who dial
its extension number. This attendant can answer your company’s main phone, or
it can answer a department’s main phone. It must be associated with an
extension that is administered on the switch. The automated attendant in the
example shown in Figure 9-1, Auto-Attend-Routing Business-Schedule, is set up to
answer the company’s main phone. It offers callers the option of transferring to
the sales, accounting, or personnel departments by pressing a number or dialing
any internal extension that begins with 5, or transferring to a receptionist. If the
caller does not respond within five seconds, the call is transferred automatically
to the receptionist. If the caller chooses to transfer to accounting or personnel,
the caller will immediately hear the call answer greeting active for the mailbox
associated with extension 5600 rather than being transferred through the switch
(because of the “call-answer” treatment). Finally, to repeat this menu, callers can
press .
9
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Switch administration determines the circumstances for routing calls to the main
attendant’s extension. For example, the switch could be administered to route all
incoming calls to this extension instead of to a receptionist, or to route calls to this
extension only after normal business hours or during busy periods when the
volume of incoming traffic overwhelms the call-answering resources (the latter
can be done only through vectoring available on some Lucent switches).
NOTE:
If the automated attendant is multilingual, the greeting must offer the caller
the option of pressing *1 to switch to the secondary language. This option
should be spoken in the secondary language.
Figure 9-4. Example Main Attendant Subscriber Screen
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Setting Up Nested Attendants
A nested attendant is an attendant that is invoked by another attendant. The
nested attendant also may be a main attendant; that is, the extension can be
reached directly by internal and external callers who dial the extension number
directly.
For example, callers who dial the accounting department’s extension directly
could hear voice options from a main attendant for that department, as could
callers who transferred to the accounting department by pressing 2 at the main
menu in the example shown in Figure 9-1 on page 9-13. The accounting
department’s attendant is said to be nested beneath the company’s main menu.
Additional menus could be nested beneath the accounting department’s
attendant, such as for transferring to the payroll desk or accounts receivable
desk.
A simple example of this application is shown in the example below. In this
example, pressing at the main menu transfers the caller to the accounting
department’s attendant and pressing at that attendant transfers the call to the
payroll department’s extension.
To the caller, this nesting is transparent because the nested attendant is invoked
immediately by the DEFINITY AUDIX system without transferring the caller
through the switch. The caller in this example would hear the main attendant
options, press to transfer to accounting, hear the accounting department
attendant options, and press to transfer to the payroll extension without the
delay that is associated with transferring back through the switch.
Automated Attendants can offer a choice of three or more languages if you
properly structure the auto-attendant tree. For example, you can record the first
state of a multi-state attendant to ask the user to select a language from a list of
two or more languages. The language choice then leads the caller down the
appropriate branch of the auto-attendant tree which has all subsequent
auto-attendant greetings in the selected language.
Attendant Button Extension Treatment Comment
Main 2 5600 Call-answer Transfer to accounting attendant
Accounting 3 5605 Transfer Transfer to payroll extension
2
3
2
3
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Setting Up Shared Extensions
Several subscribers sharing a single phone (shared extensions) require that the
DEFINITY AUDIX system provide a simple method for the calling party to leave a
message for the called extension (any of the users) or for a specific individual. An
automated attendant can handle this task by providing callers with options to
leave a message for the extension or any of the individuals who share it. The
attendant extension is administered at the switch. Non-resident subscriber
extensions in the DEFINITY AUDIX system (not administered at the switch) are
used for each of the sharing subscribers. The automated attendant can transfer
callers directly to these mailboxes to leave messages.
NOTE:
Because Message Waiting Indicators (MWIs) are associated with individual
telephone sets and not with DEFINITY AUDIX mailboxes, the MWI for a
shared extension will be activated when a new message is in the mailbox
for the extension number that is shared, but not when new messages are
only in the mailboxes of the individual users.
In this example, assume that the company has set up an information desk with a
single telephone to provide callers with any necessary information or assistance.
Two people answer the telephone during the day. They do not have individual
phones and can be reached only through the information desk. They are
administered as DEFINITY AUDIX subscribers and are associated with
extensions in the DEFINITY AUDIX system that are not administered on the
switch.
Figure 9-5. Example Shared Extension Subscriber Screen
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If someone calls the information desk and the telephone is not answered or is
busy, the call is routed to the DEFINITY AUDIX system automated attendant. The
automated attendant in this example prompts callers to leave a message for the
information desk or for one of the individuals who staff the desk.
If the caller selects an individual (button 2 or 3 in this example), the caller goes
directly to the subscriber’s DEFINITY AUDIX mailbox to hear the individual’s call
answer greeting and then leaves a message. If the caller does not respond to the
automated attendant prompt within five seconds, the DEFINITY AUDIX system
will prompt with the system guest password greeting ""Please leave a message
for
<name>
."" The voiced name in this example would be whatever name had
been recorded for the subscriber with extension 5555, probably
information desk
since that is the name of the extension.
NOTE:
Access the “display system-parameters customer-options” form. If, on the
customer-option form, the field entitled “limit Number of Voice Mail/
Call-Answer Mailboxes” is set to “y”, then the treatment type “guest
greeting” may not be used on this auto-attendant form.
A message left in the mailbox of the information desk extension will light the
extension’s MWI in this example, a message left in the mailbox of one of the
sharing individuals will not. These individuals must call into the DEFINITY AUDIX
system to check for messages or use the Outcalling feature.
Setting Up Non-Resident Subscriber Extensions
Non-resident subscribers are by definition DEFINITY AUDIX subscribers who do
not have an extension on a switch that is served by the DEFINITY AUDIX system.
Mailbox numbers in the system for these subscribers correspond to DEFINITY
AUDIX extensions that are not administered on the switch. (The subscribers with
extensions 8001 and 8002 in the previous example are non-resident
subscribers.)
!WARNING:
Setting up non-resident subscribers with numbers that begin with trunk dial
access codes could contribute to toll fraud.
Take special care, therefore, to make sure the transfer dialplan prevents
transfer to such endpoints.
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Another example of a non-resident subscriber is an outside salesman who needs
to receive messages from clients. To accommodate this type of user, an
automated attendant can be set up to move callers directly to non-resident
subscriber mailboxes. The caller would need to know only the number of the
automated attendant and the non-resident subscriber’s mailbox number (or
name if name addressing is used) to leave a message. Once in the non-resident
subscriber’s mailbox, the caller would hear either the system guest greeting or
the non-resident subscriber’s call answer greeting, depending on the transfer
treatment that is specified on the Subscriber screen.
In the example shown in Figure 9-3, Auto-Attendant-Routing Routing-Table, the
extension number for each non-resident subscriber is a five-digit number
beginning with 9, and the extension number for the automated attendant is
70000. The non-resident subscriber would give clients the number of the
automated attendant to call and his/her own mailbox number. Clients would dial
70000, listen to the automated attendant menu, enter the non-resident
subscriber’s mailbox number, listen to the subscriber’s personal greeting, and
leave a message. If the caller does not begin entering the mailbox number within
five seconds, the call would be transferred to a sales clerk.
Figure 9-6. Example of Subscriber Screen for Non-Resident Subscriber
If the treatment for calls that go directly to mailboxes was “guest-greeting”
instead of “call-answer”, callers would hear the system guest greeting “Please
leave a message for
<name>”
instead of the non-resident subscriber’s personal
greeting.
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Name Addressing
The automated attendant can be administered to use name addressing. For
example, the automated attendant could greet callers with the following:
“Thank you for calling ABC Company.”
“To leave a message for one of our sales agents, please enter
his or her name starting with the last name.”
To administer name addressing, enter "name" in the Addressing Format field on
page 2 of the Subscriber screen. On page 3 of the Subscriber screen, enter “e”
in the extension column for buttons 2 through 9. It is recommended that a
Timeout Treatment also be administered on page 3 of the Subscriber screen. If
the Length of Timeout on Initial Entry field is set to “1” or “0”, callers to the
automated attendant will be transferred immediately for name addressing.
Setting Up Bulletin Board Directories
An automated attendant may present multiple choices for listening to bulletin
board messages that are set up with the information service Bulletin Board
feature. Use the "call-answer" treatment on the screen for bulletin board
extensions to route callers directly into the selected bulletin board’s mailbox.
For example you could set up an automated attendant with the following options
on the Subscriber screen:
Figure 9-7. Example Automated Attendant Subscriber Screen for Bulletin Board
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In this example, the automated attendant would prompt the caller to press the
appropriate button to hear a bulletin board message. Callers are not allowed to
use *T call transfer from this attendant since it is denied on the Subscriber
screen. In addition, if the caller in this example does nothing for five seconds,
s/he is asked to leave a message in this attendant’s mailbox.
Bulletin board extensions in this example are DEFINITY AUDIX extensions that
are not administered at the switch. These extensions can be reached only by
dialing this automated attendant. Callers who select one of these extensions are
transferred directly to the extension’s mailbox to hear the message.
Using Multiple Greetings for Automated
Attendants
The Automated Attendant feature can be quite flexible when used with the
multiple personal greetings feature. Since the voiced options menu is the
personal greeting for the automated attendant’s extension, administering
personal greetings for an automated attendant is the same as for any subscriber.
The multiple personal greetings feature allows you to specify as many as nine
unique personal greetings for the extension, and to specify circumstances for
using different greetings, such as for internal and external calls, busy and
no-answer calls, and out-of-hours calls. Use the System-Parameters Features
screen to define the out-of-hours period; calls made outside of prime time as
defined on that screen are considered out-of-hours. If the automated attendant
uses the Multilingual feature, the Multiple Personal Greetings feature cannot also
be used.
If an out-of-hours greeting is selected, it will override internal/external and
busy/no-answer identification for all calls received during the designated
out-of-hours. Note that multiple greetings can be set up for
either
internal/external or busy/no-answer, but
not for both
internal/external and
busy/no-answer at the same time. Only internal, external, and out-of-hours make
sense for most automated attendants.
When used for an automated attendant, multiple personal greetings allow you to
provide not only different greetings, but to voice different options for selected
types of callers.
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For example, you could define the following greetings for the automated
attendant:
1. For all external calls, the greeting is:
“Thank you for calling Smith and Jones.”
“To transfer to a specific extension, enter that extension.”
“To reach the sales department, press 1.”
“To reach the accounting department, press 2.”
“To reach the personnel department, press 3.”
“To get further assistance, press 0 or wait.”
2. For all internal calls, the greeting is:
“To reach a specific person, enter the extension.”
‘To reach sales, press 1.”
“To reach accounting, press 2.”
“To reach personnel, press 3.”
“To reach Security, press 8”
“To access employee bulletin board information, press 9.”
3. For all out-of-hours callers, the greeting is:
“Thank you for calling Smith and Jones.”
“Our normal office hours are 8 a.m. to 5 p.m.”
“Monday through Friday.”
“To reach a specific person,
enter the mailbox number
using your touchtone telephone.”
“If this is an emergency, please press 8.”
This example allows the automated attendant to voice specific information for
different types of callers and to exclude or include options depending on caller
type. Note that all options listed on the Subscriber screen are still available to all
callers, they are just not listed as options in the greeting.
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Ongoing System Security
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Ongoing System Security
This chapter describes measures to maximize system security. For detailed
information on general system security issues, refer to
GBCS Products Security
Handbook
, 555-025-600.
Your DEFINITY AUDIX system has been carefully designed to be very secure.
Maximum security is assured by the following factors:
■Subscribers can have passwords up to 15 digits long to access the
DEFINITY AUDIX system. For maximum security, set the minimum
password length on the System-Parameters Features screen for
subscribers to be five digits or more.
■Callers are allowed three attempts at logging into the DEFINITY AUDIX
system. If the caller has not successfully entered the extension and
password in three attempts, the DEFINITY AUDIX system disconnects the
call. Additionally, you (the DEFINITY AUDIX system administrator) can
specify on the System-Parameters Features screen how many
consecutive unsuccessful attempts are allowed (possibly involving more
than one call into the DEFINITY AUDIX system) before the DEFINITY
AUDIX system locks the subscriber’s mailbox and does not allow
anybody
to log in to that mailbox. The mailbox can be unlocked only by you, the
administrator, using the Subscriber screen.
For example, a caller attempting to log in to a subscriber mailbox would
be disconnected after the third unsuccessful attempt. If the consecutive
attempts allowed is five, the caller could call back but would be allowed
only two attempts (the previous three attempts plus two is five consecutive
attempts). At this point, the DEFINITY AUDIX system would lock the
subscriber’s mailbox. The administration log will identify the incoming call
that is being locked out as being either from an external phone or from a
particular internal extension. If you notice, upon looking at the
administration log, that a subscriber is repeatedly being locked out, you
should consider the possibility that an unauthorized person is attempting
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to tamper with the subscriber’s mailbox. In this event, you may want to
report the problem to the subscriber’s manager and/or your organization’s
security officer. Also, you may want to lower the limit for the number of
consecutive attempts allowed.
■The Password Aging feature requires subscribers to change their
password at an interval defined by you, the system administrator.
Password Aging enhances overall system security and helps protect
against toll fraud.
Administer Password Aging on the System-Parameters Features screen.
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.
If Password Aging is active, you, the system administrator, can force the
expiration of a subscriber’s password by entering “e” in the password field
of the Subscriber screen.
■Access to the DEFINITY AUDIX system administrative terminal is limited.
To use the terminal you must know a telephone number for the remote
port, a user ID and password, and a system password. This password,
created by you as system administrator, should be
at least
six characters
long, with one of the six characters being a special character or digit. You
should not share this password with more than one other person.
The Administration Password Aging feature reminds you to change your
password at an interval you define. Password Aging enhances overall
system security and helps protect against toll fraud.
!WARNING:
Set up administrator’s password aging on the System-Parameters
Features screen. Administrator’s password aging fields are filled in
exactly as described above regarding subscriber’s password aging.
As the DEFINITY AUDIX system administrator, it is your responsibility to protect
subscribers from unauthorized access to their mailboxes. Careful attention to
security-related administrative features, procedures, and maintenance are
required to ensure the integrity of user information. It is your responsibility to
make the following rules part of your DEFINITY AUDIX system:
■Establish well-controlled procedures for resetting passwords.
■Limit the number of consecutive unsuccessful login attempts to five
attempts or fewer. After this number of consecutive failures, the subscriber
is locked out of the mailbox and cannot access it until you unlock it.
Initially, you may want to make this number larger because subscribers
may have problems at first. After a reasonable period of “getting used to
the DEFINITY AUDIX system,” however, you should reset the number of
consecutive unsuccessful login attempts to the suggested value.
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■Set timeouts to a non-trivial limited number of seconds.
■Ensure that factory-installed passwords, which are sent with the initial
installation of the system, have been changed to non-trivial passwords.
■Monitor access to the dial-up maintenance port. Change the system
password for the
cust
login regularly and issue it only to authorized
personnel.
■Consider disconnecting the maintenance port when not in use. This
should be implemented only after thorough risk analysis and cost/benefit
studies. Disconnecting the maintenance port eliminates the threat of
unauthorized access but it also eliminates the TSC’s 24-hour maintenance
surveillance capability and may result in additional maintenance cost.
■Regularly back up system data to ensure a timely recovery, should it be
required. Implement a regular off-site backup policy so you will have a
recent backup even if a disaster strikes your company’s office location.
■Verify that the minimum password feature is being used properly. You
should never set the minimum password length to zero since this provides
no mailbox protection. Also, in many instances, the default password is
the same as the subscriber’s extension number. This provides virtually no
mailbox protection since many subscribers never change the default
password. In this case, a minimum password length greater than the
extension number length would force each subscriber to change the
default password the first time s/he logs in.
■See that subscribers understand the importance of password security to
their mailboxes and implement the following guidelines for subscribers:
— They should establish their passwords as soon as their DEFINITY
AUDIX extensions are assigned to secure their mailboxes.
— They should not use trivial passwords such as “111” or “123.”
— They should not use their phone numbers or extensions as
passwords.
— They should not use their names or initials as a password.
— Passwords should be as long as possible with a minimum of five
digits.
— Passwords should not be posted, shared, or printed in an obvious
place.
— Passwords should not be coded in programmable-function keys or
speed-dialing keys which allow ready access by unauthorized
persons.
— If their passwords must be preset, they should log in immediately
and change the password.
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— Passwords should be periodically changed based on the sensitivity
of the messages handled.
— If you set up a phantom or remote extension, make sure to test the
extension to verify that you cannot access an outside line or dial
tone. Testing these extensions will help you guard your system
against toll fraud.
Minimizing Toll Fraud
Your DEFINITY AUDIX system, like all voice messaging and automated attendant
systems, is subject to unauthorized long distance call attempts (toll fraud). Most
such attempts occur as a caller attempts to transfer out of the AUDIX system.
There are two types of call transfer available with the DEFINITY AUDIX system:
1. Basic call transfer — Available with either control-link or display-screen
switch integration.
2. Enhanced call transfer — Available only with control-link switch
integration.
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.
Enhanced call transfer is the more secure method of the Transfer Out of AUDIX
feature.
Both types of call transfer are subject to control by a dialplan that you fill out to
encompass all of the numbers to which a caller may transfer.
To transfer out of the DEFINITY AUDIX system, the subscriber presses , the
digits of the extension to which s/he wishes to transfer, and . If the pattern of
the number dialed corresponds to a pattern you have permitted on the
transfer-dialplan screen the system will permit the next step. With enhanced call
transfer, the DEFINITY AUDIX system uses a control link message to initiate the
transfer. The switch then verifies that the requested destination is a valid
extension in the switch's dial plan.
If the number is valid, the switch completes the transfer, disconnects the
DEFINITY AUDIX system, and sends a “disconnect — successful transfer”
control link message to the DEFINITY AUDIX system. If the number is
not
valid,
the switch leaves the DEFINITY AUDIX system connected to the caller and sends
a “fail” control link message to the DEFINITY AUDIX system. Then the DEFINITY
AUDIX system plays an error message to the caller and prompts for further
activity.
*T
#
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You select the call transfer type in the Transfer Type field on the
System-Parameters Features screen. The default is none. Depending on your
type of switch integration and port emulation, you can change the field to one of
the following:
■basic makes the DEFINITY AUDIX system go off-hook, wait for a
dial-tone, dial the transfer number, then wait again for the connection to
complete. The call is not returned to AUDIX.
■enhanced_no_cover_0 treats the call as a redirected call, providing no
call coverage or call forwarding for the destination extension.
■enhanced_cover_0 treats the call as a
directed
call, providing call
coverage and call forwarding as defined for the destination extension.
If the Call Transfer feature has been activated on the System-Parameters
Features screen and basic call transfer is being used, the risk of toll fraud
attempts can be minimized by setting the Transfer Restriction field to
subscribers. In this case, If the pattern of the number dialed corresponds to a
pattern you have permitted on the transfer-dialplan screen, and if the destination
telephone number has the same number of digits as extension numbers within
the DEFINITY AUDIX system and if the number is a valid extension number for an
administered subscriber (either local or remote), transfer will be permitted.
The Transfer Restriction field also can be set to digits. In this case, the
destination telephone number must correspond to a pattern you have permitted
on the transfer-dialplan screen and must have the same number of digits as
extension numbers (i.e., mailbox identifiers) within the DEFINITY AUDIX system.
Since this option does not minimize toll fraud, it is administered only by Lucent
and only as a special service to customers who demand the
digits
option.
Restricting call transfers to administered subscribers is the more secure of the
two options — fraudulent use of call transfer will be virtually eliminated since the
DEFINITY AUDIX system can verify that the specified destination is an
administered number. If digits are specified, on the other hand, the caller might
find a way to access the switch and to use switch features and functions to
complete fraudulent long-distance calls.
!WARNING:
If the subscribers restriction is used, you should not assign non-resident
subscribers (users with a mailbox but no telephone on the switch) to
extension numbers that start with the same digit(s) as switch trunk access
codes (such as 9).
Take special care, therefore, to make sure the transfer dialplan prevents
transfer to such endpoints.
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To enhance security for the Outcalling feature, you can turn off outcalling on a
per-subscriber basis via the Subscriber or Class of Service screen. You also can
restrict the number of digits that may be used for outcalling on a system-wide
basis via the System-Parameters Outcalling screen.
If your DEFINITY AUDIX system is intended to serve only a subset of the switch’s
station users, the remaining station users may be administered as DEFINITY
AUDIX subscribers with zero-length mailboxes and with the switch number 0.
This insures that each switch station user is also an administered DEFINITY
AUDIX subscriber. The zero-length mailbox means that no space will be
allocated for these mailboxes. The users will technically be subscribers, but they
cannot send or receive messages. In addition, you can use sending restrictions
to prevent subscribers from sending messages to these people. However, even
though the mailboxes are zero-length, these subscribers can still receive
broadcast voice mail messages. The designation of switch 0 will prevent the
DEFINITY AUDIX system from activating their Message Waiting Indicators
(MWIs).
NOTE:
Administering zero-length mailboxes could significantly increase the
amount of time required to administer the DEFINITY AUDIX system.
Protecting your DEFINITY AUDIX system is a vital and important part of your
responsibility as system administrator. You should take every precaution to
protect your company’s assets from both internal and external security breaches.
Lucent INTUITY Message Manager and LAN Considerations
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Lucent INTUITY Message Manager
and LAN
Considerations
This chapter provides information for handling DEFINITY AUDIX system
administration and other issues associated with the Lucent INTUITY Message
Manager (IMM). If you purchased Lucent INTUITY Message Manager with Release
3.1 or later, the DEFINITY AUDIX system can be administered as a server on a
Local Area Network (LAN). See the Lucent INTUITY Message Manager feature in
DEFINITY AUDIX System — Feature Descriptions
, 585-300-206, for an overview
of Lucent INTUITY Message Manager. The LAN administrator at your site should
be trained to handle LAN administration and troubleshooting procedures; this
chapter does not cover these issues. The Lucent Intuity Message Manager
documentation provides some troubleshooting procedures for the PC.
It is likely that you will use Lucent INTUITY Message Manager in conjunction with
an already-existing LAN installation. See
DEFINITY AUDIX System — System
Description
, 585-300-205 or
DEFINITY AUDIX System Release 4.0 System
Description
, 585-300-214, for information on LAN configurations.
Lucent INTUITY Message Manager is purchasable as a right-to-use for the
DEFINITY AUDIX system. If you have not purchased this feature, contact your
Lucent sales representative to do so.
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Lucent INTUITY Message Manager and LAN Considerations
11-2Lucent I
NTUITY
Message Manager Client Software
11
Lucent INTUITY Message Manager
Client Software
Each PC (or client) that accesses the DEFINITY AUDIX server must have access
to the INTUITY Message Manager client software (either installed on each PC or
accessible on the LAN server). If you have not ordered this software previously,
contact your Lucent sales representative to order the Lucent INTUITY Message
Manager client software and documentation. Refer to the Intuity Message
Manager documentation for Intuity Message Manager client software installation
instructions.
Number of Subscribers and IMM
Sessions
Any number of DEFINITY AUDIX subscribers can be administered to use the
Lucent INTUITY Message Manager feature either on the Class of Service screen or
on the Subscriber screen. This feature has the following limitations on its usage:
■Up to 500 TCP/IP sessions can be connected at any one time. This means
subscribers have started the client application from their PC. To
disconnect a TCP/IP session, subscribers must exit the client application.
■Up to 32 AUDIX login sessions can be in progress at any one time (the
number of sessions is administrable in the Maximum Number of
Enabled LAN Sessions field on the System-Parameters IMAPI-Options
screen). This means subscribers have logged in to the AUDIX mailbox
from their PC. The DEFINITY AUDIX server terminates a login session if a
session has been inactive for the amount of time set in the IMAPI
Session Timeout field on the System-Parameters IMAPI-Options
screen, but the TCP/IP session remains active until the subscriber exits
from the client application. If the TCP/IP session is active, an AUDIX login
session is established automatically when the client starts using the
application again.
■Up to 16 audio sessions (depending on your DEFINITY AUDIX release
and the number of voice ports purchased with your DEFINITY AUDIX
system) can be in progress at any one time (one of the AUDIX voice ports
is being used). This means a subscriber is logged in to AUDIX (one of the
up to 32 login sessions) and an audio session is active (for example, the
subscriber is listening to a voice mail message). When the audio session
has completed, DEFINITY AUDIX disconnects the voice port and the
client application remains one of the up to 32 AUDIX login sessions. The
subscriber can disconnect the audio session by hanging up the phone or
by clicking on the “off hook” icon.
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Lucent INTUITY Message Manager and LAN Considerations
11-3Administering the DEFINITY AUDIX System as a LAN Server
11
Administering the DEFINITY AUDIX
System as a LAN Server
Follow the steps in this section to administer the DEFINITY AUDIX system as a
server on the LAN for the Lucent INTUITY Message Manager. The IMM audio
interface uses the Outcalling feature to complete a call to a subscriber’s
telephone. You may need to increase the number of Outcalling ports when using
IMM.
Activating the IMM Feature
The Lucent INTUITY Message Manager is purchasable as a right-to-use and must
be activated by Lucent on the System-Parameters Customer-Options screen.
Completing the System-Parameters
IMAPI-Options Screen
Complete the System-Parameters IMAPI-Options screen shown below to
administer the feature.
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11-4Administering the DEFINITY AUDIX System as a LAN Server
11
Maximum Number of Enabled IMAPI Sessions
You can set the maximum number of enabled IMAPI sessions to help you
regulate the performance of your DEFINITY AUDIX system. Enter a value from 0
to 32. The maximum is 32 sessions (the default).
Enable Check New Messages
Enter y (yes) (default) in this field if you want IMM to automatically notify the
subscriber of new messages on the INTUITY Message Manager screen (yes is
recommended for Lucent INTUITY Message Manager). Enter n (no) in this field if
you do
not
want the INTUITY Message Manager to display that there are new
messages for the subscriber. If the field is set to n, subscribers have to log in to
see if they have new messages.
Enable Deliver CA Message
Enter y (yes) in this field to enable call answer message delivery, which allows
an IMAPI client to send voice mail messages across the LAN between the AUDIX
server and a client. Enter n (no) (default) in this field to prevent call answer
message delivery. Call answer message delivery is not available with IMM
Release 1.
Enable Voice File Transfer
In most cases, you will probably want to allow voice file transfers over the LAN;
however, the ability to restrict the transfer of voice files over the LAN is available
on a system level, as well as on a per subscriber level. Messages have a voice
file associated with them. These voice files also can be archived on the PCs local
or network disk by transferring a voice file from the AUDIX server to the client PC.
Enter y (yes) to enable voice file transfers over the LAN. This allows IMM
subscribers to use the Personal Folder feature for storing messages on a PC
disk. Enter n (no) (default) to disable voice file transfers over the LAN (this
reduces LAN utilization).
IMAPI Session Timeout
Enter the amount of time that a login session can be inactive before the session is
terminated by the DEFINITY AUDIX server. Intervals may be set in five-minute
increments from 5 to 60 minutes. If you have many IMM users, keep this number
low so that new login sessions are made available for other IMM users. Most
likely you will want to set this to 5 minutes.
LAN IP address, LAN Subnet Mask, and Default LAN Gateway IP address
LAN IP address, LAN Subnet Mask, and Default LAN Gateway IP
address are part of the TCP/IP (Transmission Control Protocol/Internet Protocol)
administration for the LAN. Obtain site-specific values for these fields from your
LAN administrator.
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Lucent INTUITY Message Manager and LAN Considerations
11-5Administering the DEFINITY AUDIX System as a LAN Server
11
Enter the LAN IP Address in numeric format such as nnn.nnn.nnn.nnn where
nnn represents a decimal integer between 1 and 126 or 128 and 254 (for
example, 135.9.180.79). This is the address of this DEFINITY AUDIX system. The
IP address must be unique within your entire network.
Enter the LAN Subnet Mask in numeric format such as nnn.nnn.nnn.nnn where
nnn represents a decimal integer between 0 and 255. The Subnet Mask
determines how much of the IP address is considered the network address.
The remaining part contains the Default LAN Gateway IP Address. Enter
this address in numeric format such as nnn.nnn.nnn.nnn where nnn represents a
decimal integer between 1 and 126 or 128 and 254 (for example, 135.9.180.254).
This part is used to determine whether an address is on the local LAN or on
another LAN. If an address is on another LAN, it is sent to the gateway for
routing.
Link Integrity (Release 4.0 only)
Indicate if the LAN Network Interface Card has link integrity turned on or off.
NOTE:
Changes in these address values and link integrity do not take effect until
after the DEFINITY AUDIX system has been rebooted. Other values on this
screen take effect immediately.
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11-6Administering the DEFINITY AUDIX System as a LAN Server
11
Enabling Subscribers to Use IMM
Enable the Lucent INTUITY Message Manager feature for subscribers on either the
Class of Service screen or the Subscriber screen. The Class of Service screen is
shown below
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11-7Administering the DEFINITY AUDIX System as a LAN Server
11
The Subscriber Class of Service Parameters screen is shown below:
IMAPI Access?
Enter y (yes) to enable subscribers to use INTUITY Message Manager (IMM).
IMAPI Voice File Transfer?
This field enables the DEFINITY AUDIX server to transfer AUDIX voice files over
the LAN for storage on the client PC. Enter y (yes) to enable subscribers to store
(archive) AUDIX messages on their PC.
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11-8Referencing the DEFINITY AUDIX System by Name
11
Referencing the DEFINITY AUDIX
System by Name
You will need to work with your LAN administrator to incorporate the name of your
DEFINITY AUDIX system into whatever naming system your site uses for TCP/IP
networks. It is much more convenient to reference machines on a TCP/IP network
by name rather than by numeric IP address. TCP/IP networks support several
mechanisms that allow users to access a given machine by name. Typically, an
administrator (or users) adds the name of the DEFINITY AUDIX system and its IP
address to one or more configuration files on the PCs on the network. There is no
additional administration required for the DEFINITY AUDIX system.
One network naming mechanism that can be used is to have each of the IMM
users add the DEFINITY AUDIX system name and IP address to the file that their
TCP/IP package references for name resolution. This file frequently is called the
hosts file and often is located either in the home directory for the TCP/IP package
or in the \WINDOWS directory. Refer to the documentation for the TCP/IP
package that your IMM users have on their PC for the exact name, location, and
format of this file.
While host-file-based name resolution works adequately, administration of a
separate host file for each PC can become very cumbersome and error-prone. A
more robust mechanism is to use a Domain Name System (DNS). DNS enables
the LAN administrator to easily add the AUDIX machine name and its IP address
to a domain name server. Then all machines on the network can query the
domain name server by name to determine the DEFINITY AUDIX server’s IP
address. To use your site’s DNS, you may have to refer to the documentation for
the TCP/IP package that your IMM user’s have on their PC to determine what
administration is required for the package.
Regardless of which naming method you use, it is recommended that the name
given to the DEFINITY AUDIX system correspond in some fashion to the main
number given subscribers for retrieving their AUDIX messages, especially if your
site has access to more than one AUDIX system. For example, a DEFINITY
AUDIX system with a hunt group number of 1200 for voice mail retrieval might be
given the host name AX1200.
Handling Problems with Service
If you are having trouble with Lucent INTUITY Message Manager service, you
should reboot the DEFINITY AUDIX system only as a last resort since rebooting
the DEFINITY AUDIX system disrupts call answer service. First try
troubleshooting the LAN and/or rebooting the client PC. See the Lucent Intuity
Message Manager documentation for troubleshooting procedures for the PC.
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11-9Handling Problems with Service
11
Verifying the Server Communicates with the LAN
If there is a problem with Lucent INTUITY Message Manager service on the LAN,
you should first focus on determining if the DEFINITY AUDIX server can
communicate with other machines on the LAN. If the LAN addresses on the
System-Parameters IMAPI-Options screen are administered incorrectly, the
DEFINITY AUDIX server will probably be able to test itself successfully and send
data to itself; but, the INTUITY Message Manager PC (the client) will be unable to
talk to the DEFINITY AUDIX server. If the client has problems connecting to the
DEFINITY AUDIX server, you should verify the administration on the
System-Parameters IMAPI-Options screen.
Verifying IMM Client Administration
Misadministration of the DEFINITY AUDIX server at the client PC also causes
difficulties in communicating with the DEFINITY AUDIX server. Refer to the
Lucent Intuity Message Manager documentation
for more information on
administering the INTUITY Message Manager client PC to communicate with the
DEFINITY AUDIX server.
Testing the LAN Connection
The most likely failure that users may report is “I can’t get to AUDIX.” If only one
person reports the symptom, it is likely that the DEFINITY AUDIX server is not the
source of the problem. It is important either to identify the DEFINITY AUDIX
server as the source of the problem or to determine that the problem is
elsewhere. You can run the test lan command to verify that the DEFINITY AUDIX
server is connected to the LAN. This performs a short test which checks the
basic operation of the LAN interface software and hardware, without interrupting
current AUDIX system or LAN processes.
Resetting the DEFINITY AUDIX Server
If it appears that the DEFINITY AUDIX server is having a problem, you can run
the test lan long command to reset the DEFINITY AUDIX server and verify that
the server is connected to the LAN. This performs a long test which tests the
basic operation of LAN interface software and hardware, resets the LAN interface
hardware, and restarts the software processes that serve IMM users. This test
also pings the Default LAN Gateway machine referenced on the
System-Parameters IMAPI-Options screen. The results of the test will indicate the
failure point of the test. This test does not interfere with DEFINITY AUDIX
voice-side call processing.
!WARNING:
Running
test lan long
disconnects IMM users.
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Lucent INTUITY Message Manager and LAN Considerations
11-10Rebooting the Client PC
11
Rebooting the Client PC
If a Lucent INTUITY Message Manager user reboots her/his PC within the IMAPI
Session Timeout interval, there is no effect on the server. All of the session data
remains intact. The user must again download any lost local data from the server.
If the client does not re-establish the session, then the session times out and
session-related data is lost.
Rebooting the DEFINITY AUDIX
Server
If it appears that the DEFINITY AUDIX system and not the LAN is the source of
the problem, you can reboot the DEFINITY AUDIX system using the reset
system reboot command. Running this command affects the voice-side call
processing. For more information on this command, refer to the
DEFINITY AUDIX
System Screens Reference
.
There may be occasions when the DEFINITY AUDIX system reboots. The server
reboot does not notify Lucent INTUITY Message Manager clients in advance of the
reboot. If the client attempts to access the server while it is down or in the
process of rebooting, the message “client not connected” displays on the client
PC. This is the same as if the session had timed out, and Lucent INTUITY Message
Manager users should be prepared to handle this situation.
The DEFINITY AUDIX reset system commands do not wait on LAN activity to
cease. To minimize the number of clients logged in when you reboot, you can
schedule a reboot by setting the Maximum Number of ENABLED IMAPI Sessions
to 0 in advance of the amount of time in the IMAPI Session Timeout (for example,
if the IMAPI Session Timeout is 30 minutes, then set the Maximum Number of
ENABLED IMAPI Session to 0, 35 minutes in advance of the planned reboot).
Users who are connected and using IMM when the number of connections is set
to 0 will not be kicked off, and they will stay logged in as long as they perform
some operation within the time-out period.
Verifying Server Communications
with Another LAN Address
The UNIX ping command is available to verify that the DEFINITY AUDIX server
can communicate with another LAN address. The test lan dest
address
command attempts to send a packet over the LAN to the host, with the host
sending back a response if the LAN connection is operational. This tests the
connection between the DEFINITY AUDIX server and the PC identified by the
address. It also tests basic LAN interface hardware and software. The address is
a valid IP address in
nnn.nnn.nnn.nnn
format, where
nnn
is an integer from 1 to
255 (the “.” must be entered).
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Lucent INTUITY Message Manager and LAN Considerations
11-11Handling LAN Problems
11
Handling LAN Problems
Problems with the LAN should be handled by the LAN procedures used at your
site. The Lucent INTUITY Message Manager feature does not provide any
diagnostic tools for the LAN.
Handling Problems with the IMM
Client
It is the responsibility of the DEFINITY AUDIX administrator to try to handle
problems with the Lucent INTUITY Message Manager client. Subscribers should
call you if they cannot resolve a problem with the INTUITY Message Manager.
Refer them to the Lucent Intuity Message Manager documentation
for
troubleshooting tips for the INTUITY Message Manager. You may need to walk
them through a troubleshooting procedure. If a problem cannot be resolved, you
may need to call the AUDIX Helpline. The AUDIX Helpline is not equipped to
handle calls from individual subscribers.
Monitoring Traffic and Regulating
Performance
The amount and type of Lucent INTUITY Message Manager traffic is not included
in the DEFINITY AUDIX traffic information available to you. The Lucent Technical
Service Organization (TSO) can provide information on the INTUITY Message
Manager traffic at your site. If you are having problems with system performance,
you may need to call the TSO for traffic information on the INTUITY Message
Manager traffic and make adjustments to the entries on the System-Parameters
IMAPI-Options screen. The TSO may charge a fee for this service.
Balancing Server Login Sessions with Voice Ports
You can regulate the type of performance received from both the voice interface
and the server interface by controlling both the number of enabled server login
sessions and the number of enabled voice ports. If your voice interface is
experiencing performance problems, you can decrease the number of enabled
server login sessions or increase the number of voice ports (you can purchase
additional voice ports from Lucent).
To decrease the number of enabled server login sessions, you can change the
value in the Maximum Number of ENABLED IMAPI Sessions field on the
System-Parameters IMAPI-Options screen. This allows you to balance the traffic
load between voice port traffic and Lucent INTUITY Message Manager traffic over
the LAN. Refer to
DEFINITY AUDIX System — System Description
, 585-300-205,
or
DEFINITY AUDIX System Release 4.0 System Description
, 585-300-214 for
performance guidelines.
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Lucent INTUITY Message Manager and LAN Considerations
11-12Monitoring Traffic and Regulating Performance
11
Employing Other Performance Controls
The following controls on the System-Parameters IMAPI-Options screen help to
guarantee that the performance of the voice port sessions is not compromised
by the traffic offered with the Lucent INTUITY Message Manager feature.
You can enable or disable the transfer of voice files over the LAN by setting the
Enable Voice File Transfer field to y (yes) or n (no). This field is used
primarily to control the load on the LAN. In general, it is a good idea to set this to
yes for archiving voice files on the IMM client PC. You might set this to no when
you see too much traffic over the LAN.
You can turn polling for new messages on or off by setting the Enable Check
New Messages field to y (yes) or n (no). It is recommended that this be set to
yes. When this is set to yes, IMM displays a message when the user has new
messages (this is similar to the message waiting indicator on your telephone). If
this is set to no, users have to log in to check for new messages which may affect
the system performance.
Communicating with Subscribers
A-1Subscriber Change-Request Form
A
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A
Communicating with Subscribers
This appendix contains:
■A subscriber change-request form that you may copy and distribute to
subscribers. They can use this form if they want to request changes or
report trouble.
■A subscriber survey that you may tailor to your own needs, photocopy,
and distribute to subscribers. The survey is intended to provide feedback
that would allow you to measure subscriber satisfaction, define and
quantify the benefits of the DEFINITY AUDIX system within your particular
organization, and gather ideas for improving service.
■A “Welcome to the DEFINITY AUDIX System” template letter that you may
copy and distribute to subscribers. This letter includes information that will
teach subscribers how to use the DEFINITY AUDIX system and where to
call if they have problems.
■A template letter for the Multilingual Feature that you may copy and
distribute to subscribers.
■A template letter for AMIS Analog Networking that you may copy and
distribute to users of the AMIS Analog Networking and Message Delivery
features.
Subscriber Change-Request Form
On the following page is a subscriber change-request form that you may copy
and distribute to subscribers. They can send you this form if they want to request
changes or report trouble.
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Communicating with Subscribers
A-2Subscriber Change-Request Form
A
DEFINITY AUDIX CHANGE REQUEST AND TROUBLE REPORT FORM
Name: Date:
Telephone number:
CHANGE REQUEST
Addressing mode: [_] extension [_] name
Incoming mailbox (received)
Indicate desired order: _________________________
(new, unopened, old)
Scanning order: [_] lifo [_] fifo
(lifo = last in, first out fifo = first in, first out)
Outgoing mailbox (presented)
Indicate desired order: ___________________________
(delivered, accessed, undelivered, not deliverable, file cabinet)
Scanning order: [_] lifo [_] fifo
Name: old name: ____________________ new name: ____________________
TROUBLE REPORT
Time trouble occurred: ________________ Date trouble occurred: ______
While using: [_] Voice Mail [_] Call Answer
Call Type: [_] local [_] remote
Please describe the problem in as much detail as you can. Include
system prompts you heard (as best you can remember them) and your
touch-tone inputs. (Use the back of this form if necessary):
Have you noticed this problem before?
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A-3Subscriber Survey
A
Subscriber Survey
You may want to tailor the following survey to meet your own needs and send it to
subscribers. It is intended to provide feedback that would allow you as DEFINITY
AUDIX system administrator to measure subscriber satisfaction, define and
quantify the benefits of the DEFINITY AUDIX system within your particular
organization, and gather ideas for improving service.
DEFINITY AUDIX SUBSCRIBER SURVEY
SUBSCRIBER NAME:______________________EXTENSION:___________________
(No individual response to this survey will be reported within your company. Your
name is requested only so that we can contact you if we have a question or
would like to follow up with you on your recommendations.)
For each section of this questionnaire, please circle the appropriate answer and
provide explanations as requested.
BACKGROUND INFORMATION
1. Your job:__________________________________________________________
2. Do you use the DEFINITY AUDIX system?
a. Yes
b. No. (Any particular reason? _______________________________ )
3. Is your job performed entirely in one office building?
a. Yes
b. No
If you answered “no” to question 3, please complete questions 4 and 5.
Otherwise skip to the next section.
4. How many days per week are spent OUTSIDE of the office?
5. Where do you work when you are outside of the office? (Circle as many
as apply and fill in hours per week.
Hours per week
a. Home _______________
b. *On the Road* _______________
c. Another office location ________________
d. Other
(Please explain: __________________ )
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A-4Subscriber Survey
A
FEATURES / ENHANCEMENTS
1. Approximately how many times per day do you perform the following
functions using the DEFINITY AUDIX system?
Times per Day
a. Leaving messages ______________
b. Retrieving messages ______________
c. Recording “Personal Greetings” ______________
d. Broadcasting a message ______________
to a group of people
2. How many messages do you usually find on a single “retrieval session”?
Minimum: __________________
Maximum: __________________
Average: __________________
3. What feature(s) of the DEFINITY AUDIX system do you like best?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
4. What feature(s) of the DEFINITY AUDIX system do you like least?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
5. What feature(s) would you like to see added or changed? Please explain?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
6. If you could modify the DEFINITY AUDIX system and use it for something
else that involved recording the human voice, what other uses would you
propose for your office? (Be creative!)
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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A-5Subscriber Survey
A
CALLER REACTION
1. What kind of feedback have you received from outside callers since the
DEFINITY AUDIX system was introduced? (If appropriate, circle more than
one answer.)
a. Very positive
b. No comment either way
c. Negative
If you circled more than one answer, please explain.
____________________________________________________________
____________________________________________________________
____________________________________________________________
2. What specific reactions/comments have you had from the public (agents,
insureds, claimants, attorneys, etc.)?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
3. Are most people who call you willing to leave messages or do they feel
uncomfortable “talking to a machine” or insist upon speaking to a human
being? Explain.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
4. Is there any particular group or type of caller (for example, agents, home
office personnel, etc.) who really likes the DEFINITY AUDIX system? Name
the group (s) and give the reasons why you feel they like it.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
5. Is there any particular group or type of caller (for example, agents, home
office personnel, etc.) who really dislikes the DEFINITY AUDIX system?
Name the group (s) and give the reasons why you feel they dislike it.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
6. List any suggestions you have for improving the DEFINITY AUDIX system
so that callers may feel more comfortable leaving messages:
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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A-6Subscriber Survey
A
EFFECT ON PRODUCTIVITY / BENEFITS TO YOUR COMPANY
1. Does the DEFINITY AUDIX system assist you with your job?
a. Most definitely
b. Somewhat
c. Not at all
d. Interferes with job
Explain your answer. (How does/doesn’t the DEFINITY AUDIX system
assist you with your job?)
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
2. How much has the DEFINITY AUDIX system affected your productivity?
a. Big improvement
b. Some improvement
c. No change
d. I’m less productive
Explain your answer. (In what ways are you more/less productive because
of the DEFINITY AUDIX system?)
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
3. If you feel that the DEFINITY AUDIX system allows you to be more
productive, how much time per day would you estimate that the DEFINITY
AUDIX system saves you?
__________________________________________________________________
4. If you feel that the DEFINITY AUDIX system reduces your productivity, how
much time per day would you estimate that the DEFINITY AUDIX system
costs you?
__________________________________________________________________
5. How has the DEFINITY AUDIX system changed (for better, worse or both)
your responsiveness to callers?
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
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A-7Welcome to the DEFINITY AUDIX System
A
6. List specific benefits or shortcomings of the DEFINITY AUDIX system.
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
7. Please comment on the overall applicability and effectiveness of the
DEFINITY AUDIX system to your company’s business.
__________________________________________________________________
__________________________________________________________________
Welcome to the DEFINITY AUDIX
System
We’ve provided this “template” to help you compose an introductory letter for
new DEFINITY AUDIX system subscribers. Please fill in text specific to your
company where square brackets are indicated, and feel free to modify this letter
to reflect the circumstances at your site. We recommend that you distribute your
customized introductory letter with the
Voice Messaging Quick Reference,
585-300-702, and the
Voice Messaging Wallet Card
, 585-300-704.
TO: New DEFINITY AUDIX System Subscribers
FROM: [Fill in name of your company’s system administrator]
DATE: [Fill in date of distribution]
SUBJECT: Introduction to the DEFINITY® AUDIX® System†
WELCOME TO THE DEFINITY AUDIX SYSTEM
The DEFINITY AUDIX system is a complete and easy-to-use voice mail and
message service available to you 24 hours a day from any touch-tone telephone.
This system combines the communication advantages of an answering machine,
conference room, and secretary/receptionist into one powerful tool.
The accompanying
Voice Messaging Quick Reference
will introduce you to the
primary DEFINITY AUDIX features and procedures. The system has many other
useful features that are not mentioned in this document. If you need more
information or have problems or suggestions, call ___________________________
_______[fill in name, title, and telephone number]. The accompanying
Voic e
Messaging Wallet Card
provides a brief list of task options and basic secondary
DEFINITY AUDIX commands so you can carry DEFINITY AUDIX instructions with
you.
GETTING STARTED
The DEFINITY AUDIX system has been administered to answer your telephone
calls automatically. The DEFINITY AUDIX system can use a standard system
greeting to answer your calls, or you can record your own personal greetings.
When you have voice mail messages, the message-waiting lamp on your
telephone will light.
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Communicating with Subscribers
A-8Welcome to the DEFINITY AUDIX System
A
To use the DEFINITY AUDIX system the first time, you must dial your DEFINITY
AUDIX system telephone number, _____________ [fill in] and enter a default
password, __________ [fill in]. (The complete procedure follows.) Once you
understand how to log in to the DEFINITY AUDIX system, change your password
immediately to protect your messages (if your system doesn’t prompt you for
this).
Getting Help
While using the DEFINITY AUDIX system, you can get more information or hear
additional options any time. Simply press for HELP, and the DEFINITY
AUDIX system will “prompt” you through every procedure.
Logging in to the DEFINITY AUDIX System the First Time
To log in to the DEFINITY AUDIX system the first time:
1. Dial _____________ [fill in].
2. Enter your extension and press . (If you’re calling from your own office
telephone, you can simply press .)
3. Enter the default password, __________ [fill in] and press .
Remember
, you will be asked to change your password after logging in.
[System Administrator: If you make the default password shorter than the
minimum password length, callers will be required to change their
passwords when they first log in.]
4. Press , speak your name, and press again. (The DEFINITY AUDIX
system will use this recording when answering your calls.)
If you’d like to re-record your name, repeat step 4. When you’re satisfied
with the recording, press .
[System Administrator: If your company’s DEFINITY AUDIX system does
not have the Name Record by Subscriber feature activated, it will not
prompt users for this information. Please delete applicable steps above.]
5. Listen to the DEFINITY AUDIX Activity Menu (also shown in the
accompanying document.)
The DEFINITY AUDIX system will announce an abbreviated menu of
options. To complete the DEFINITY AUDIX system tasks, simply listen to
the voiced instructions and follow the steps or use the DEFINITY AUDIX
documentation. The
Voice Messaging Quick Reference
provides
important command options and shortcuts that will help you to use the
DEFINITY AUDIX system more efficiently.
Remember
, you can always press for HELP any time.
*H
#
#
#
1 1
*
#
*H
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Communicating with Subscribers
A-9Welcome to the DEFINITY AUDIX System
A
Changing Your Password
To change your password:
1. Log in to the DEFINITY AUDIX system.
2. Press .
3. Press .
4. Enter your new password and press .
5. Re-enter your new password and press .
TIPS
■Once a message has been delivered to another user’s mailbox, you
cannot
delete the message.
■If you delete one of your own messages, you can retrieve it by pressing
immediately after pressing .
■Periodically check your outgoing mailbox (press after login). This
option gives you a status of your messages.
QUESTIONS OR PROBLEMS
We hope you enjoy using the DEFINITY AUDIX system. For questions or
problems, call ______________________. [Fill in name and telephone number.]
5
4
#
#
*
*U*D
4
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Communicating with Subscribers
A-10Template Letter for the Multilingual Feature
A
Template Letter for the Multilingual
Feature
We’ve provided this “template” to help you compose a letter for subscribers
using the Multilingual feature.
This letter is intended for subscribers with the Call
Answer Language Choice field set to “y” (yes) allowing callers a choice of two
languages.
Please fill in text specific to your company where square brackets are
indicated, and feel free to modify this letter to reflect the circumstances at your
site. You may want to translate this letter into the languages used at your site.
TO: Users of the Multilingual Feature
FROM: [Fill in name of your company‘s system administrator]
DATE: [Fill in date of distribution]
SUBJECT: Using the DEFINITY® AUDIX® System Multilingual Feature†
As a subscriber on the DEFINITY AUDIX system, you have a primary language
and a secondary language available to you. We recommend that you record a
personal greeting both in the primary language and in the secondary language.
When recording each greeting, instruct the caller, in the alternate language, to
press to switch to the alternate language. If you do not record personal
greetings, the system greetings for each language will instruct the caller to press
to switch to the alternate language.
If the caller does not switch to the alternate language, DEFINITY AUDIX prompts
for the call will be in your designated primary language. If a switch is made to the
alternate language, the DEFINITY AUDIX prompts for the call will be in your
designated secondary language.
Since you will be using the Dual Language Greetings capability of the
Multilingual feature, you will not be able to use the Multiple Personal Greetings
feature.
Use the following procedure to administer Dual Language Greetings:
1. Log into the DEFINITY AUDIX system.
2. Press at the DEFINITY AUDIX Activity Menu.
3. To administer your primary greeting, press .
4. To administer your secondary greeting, press .
5. Press to record a personal greeting.
6. Press to approve your greeting.
*1
*1
3
1
2
1
#
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Communicating with Subscribers
A-11Template Letter for AMIS Analog Networking
A
Template Letter for AMIS Analog
Networking
We’ve provided this “template” to help you compose a letter for users of the AMIS
Analog Networking and/or Message Delivery features. Please fill in text specific
to your company where indicated by square brackets, and feel free to modify the
information to reflect the circumstances at your site. We recommend that you
distribute your customized letter with any other introductory subscriber
information, such as the voice messaging quick reference and/or wallet card for
your system.
TO: Users of the AMIS Analog Networking and/or Message Delivery Features
FROM: [Fill in system administrator’s name]
DATE: [Fill in date of distribution]
SUBJECT: Using the AMIS Analog Networking and Message Delivery Features
In addition to the features described in your voice mail subscriber information,
your Lucent voice messaging system provides the following features for sending
voice mail messages to additional telephone numbers or locations:
■AMIS Analog Networking enables you to send voice mail messages to
remote voice mail systems that have been administered on our local
DEFINITY AUDIX system.
■Message Delivery enables you to send voice mail messages to
touch-tone telephones that have been administered on our local DEFINITY
AUDIX system or to a range of telephone numbers that have been
administered on our system.
Using the procedures in this letter, you can address a voice mail message to
either a remote voice mail system using analog networking or to administered
touch-tone telephones.
Note: Messages designated as
private
will not be delivered. Messages
designated as
priority
will be delivered, but appear as regular voice mail
messages to the recipient.
AMIS ANALOG NETWORKING
The Audio Messaging Interchange Specification (AMIS) Analog Networking
feature enables you to exchange voice mail messages with other Lucent or
non-Lucent voice mail systems anywhere in the world, provided those systems
also have AMIS analog capabilities. You can use one-step (
pre-administered
)
addressing or two-step (
casual
) addressing, depending on how your system
administrator has set up the connection to the remote voice mail system you are
trying to reach.
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A-12Template Letter for AMIS Analog Networking
A
After you address an AMIS message, your local Lucent voice mail system
attempts to deliver the message during the interval(s) defined by your system
administrator. The system makes three attempts to deliver the message. If all
attempts fail, the system sends you a new voice mail message informing you that
the message was undeliverable. The message is saved in your outgoing mailbox
so you can attempt to send it again if you wish.
Using AMIS Analog One-Step Addressing
You can use one-step (
pre-administered
) addressing to exchange voice mail
messages with the following remote voice mail systems:
[list the specific remote voice mail systems that have been administered for
one-step addressing on your local system]
Use the following procedure to send a voice mail message to one of the remote
voice mail systems listed above:
1. Follow the steps in your quick reference card for forwarding a voice mail
message or for recording and approving a new message.
2. When prompted for the recipient’s extension, enter the following:
a. [AMIS prefix and/or address prefix for this machine, if defined]
b. mailbox ID (usually the extension) of the recipient on the remote
voice mail system
c.
NOTE:
Administered remote subscribers may alternatively be
addressed by name (last-name-first). All recipients on remote
systems administered for one-step addressing may be
included in mailing lists or personal directories if they are
addressed by extension number.
3. Add any other local or remote extensions if you wish, then complete
(approve) addressing as described in your quick reference card.
NOTE:
As an option, you can specify a time when you want the message
delivered. At the specified time, the local system delivers the
message to the AMIS transmission queue, but the message may not
be transmitted until the next administered outcalling period.
#
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A-13Template Letter for AMIS Analog Networking
A
Using AMIS Analog Two-Step Addressing
You can use two-step (
casual
) addressing to exchange voice mail messages
with the following remote voice mail systems:
[list the specific remote voice mail systems or the range(s) of telephone
numbers that have been administered for two-step addressing on your
local system]
Use the following procedure to send a voice mail message to a remote voice mail
system in the range of telephone numbers above:
1. Follow the steps in your quick reference card for forwarding a voice mail
message or for recording and approving a new message.
2. When prompted for the recipient’s extension, enter the following:
a. [AMIS prefix and/or address prefix for this machine or range, if
defined]
b. The telephone number of the remote voice mail system (an area
code or country code plus area code may be required)
c.
d. When prompted, enter the mailbox ID (usually the extension) of the
recipient on the remote voice mail system
e.
3. Add any other local or remote extensions if you wish, then complete
(approve) addressing as described in your quick reference card.
NOTE:
As an option, you can specify a time when you want the message
delivered. At the specified time, the local system delivers the
message to the AMIS transmission queue, but the message may not
be transmitted until the next administered outcalling period.
MESSAGE DELIVERY
The Message Delivery feature permits you to send voice mail messages to any
touch-tone telephone anywhere in the world (including someone’s home), as
long as that telephone number is in the range of allowable numbers defined by
your system administrator.
After you address a Message Delivery message, the local system places the
message in the outcalling queue for delivery during the interval(s) defined by
your system administrator. The system makes a total of six attempts to deliver the
message. If the recipient doesn’t answer by the sixth attempt, the system sends
you a new voice mail message informing you that the message was
undeliverable. The message is saved in your outgoing mailbox so you can
attempt to send it again if you wish.
#
#
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A-14Template Letter for AMIS Analog Networking
A
When the system makes a Message Delivery call to the designated number and
the phone is answered, a recording states that a message is waiting and that the
intended recipient should press to hear it. When the listener presses , the
local system plays the message.
NOTE:
If you send a Message Delivery message to a remote recipient and a
non-Lucent voice mail system or an answering machine picks up the call,
the recipient’s machine may record the message header. (A remote Lucent
voice mail system does
not
record the header.) The remote machine is not
able to record the message body because it cannot press to have the
local system play out the message. However, from the header, recipients
will hear either the name or number of the person who sent the message
when they next pick up their messages. Meanwhile, the local system
continues trying to deliver the message (up to a total of six attempts)
because it did not detect a touch-tone indicating the message was
received.
Addressing Message Delivery Messages to Individual Recipients
You can send voice mail messages to the following individually administered
recipients:
[list of individual recipients and/or telephone numbers that have been
administered on your local system]
Use the following procedure to send a voice mail message to one of the
recipients or telephone numbers listed above:
1. Follow the steps in your quick reference card for forwarding a voice mail
message or for recording and approving a new message.
2. When prompted for the recipient’s extension, enter the following:
a. [address prefix for this machine or range of telephone numbers, if
defined]
b. The telephone number of the intended recipient (an area code or
country code plus area code may be required)
c.
NOTE:
Administered Message Delivery recipients may alternatively
be addressed by name (last-name-first). All Message Delivery
recipients may be included in mailing lists or personal
directories by telephone number.
3. Complete (approve) addressing as described in your quick reference
card.
0 0
0
#
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A-15Template Letter for AMIS Analog Networking
A
Addressing Message Delivery Messages to a Number in an Administered
Range
You can send voice mail messages to any recipients in the following range of
telephone numbers:
[list of ranges of telephone numbers that have been administered on your
local system]
Use the following procedure to send a voice mail message to any recipient in the
range of telephone numbers listed above:
1. Follow the steps in your quick reference card for forwarding a voice mail
message or for recording and approving a new message.
2. When prompted for the recipient’s extension, enter the following:
a. [address prefix for this machine or range of telephone numbers, if
defined]
b. The telephone number of the intended recipient (an area code or
country code plus area code may be required)
c.
NOTE:
Message Delivery recipients may be included in mailing lists
or personal directories as long as they are addressed by
telephone number.
3. Complete (approve) addressing as described in your quick reference
card.
#
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A-16Template Letter for AMIS Analog Networking
A
DEFINITY AUDIX System Administration
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ABB-1
Abbreviations
ABB
Abbreviations
A
AC
alternating current
ACD
automatic call distribution
ADAP
administration and data acquisition package
ADU
asynchronous data unit
ALT
assembly load and test
AMIS
Audio Messaging Interchange Specification
API
application programming interface
AUDIX
Audio Information Exchange
AWG
American wire gauge
B
BIOS
basic input/output system
bps
bits per second
BRIbasic rate interface
BSC
binary synchronous communications
BTU
British thermal unit
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Abbreviations
ABB-2
C
CCA
call classification analysis
CDH
call data handler process
CELP
code excited linear prediction
CIC
customer information center
CICS
customer information control system
CL control link
CMC
Compact Modular Cabinet
CO
central office
COIN
central office implemented network
COM1
serial communications port 1
COM2
serial communications port 2
COR
class of restriction
COS
class of service
CPU
central processing unit
CSI
called subscriber information
CTS
clear to send
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Abbreviations
ABB-3
D
DAC
dial access code
DC
direct current
DCE
data communications equipment
DCIU
data communications interface unit
DCP
digital communications protocol
DCS
distributed communications system
DID
direct inward dialing
DIP
data interface process
DMA
direct memory access
DNIS
dialed number identification service
DOSS
Delivery Operations Support System
DS display set
DSP
digital signal processor
DSU
data service unit
DTE
data terminal equipment
DTMF
dual tone multifrequency
DTR
data terminal ready
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Abbreviations
ABB-4
E
EIA
Electronic Industries Association
ESD
electrostatic discharge
ESS
electronic switching system
F
F
Fahrenheit
FIFO
first-in first-out
FOOS
facility out of service
G
GBCS
Global Business Communications Systems
GOS
grade of service
H
Hz
hertz
I
IDIisolating data interface
IMAPI
INTUITY messaging application programming interface
IMM
INTUITY Message Manager
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Abbreviations
ABB-5
INADS
initialization and administration system
I/O
input/output
IRQ
interrupt request
ISDN
integrated services digital network
IVC6
integrated voice CELP card (6 channels)
K
Kbps
kilobits per second
KB
kilobyte (1024 bytes)
kHz
kilohertz
L
LAN
local area network
LCD
liquid crystal display
LED
light-emitting diode
LWC
leave word calling
M
mmeter
MANOOS
manually out of service
MB
megabyte (one million bytes)
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Abbreviations
ABB-6
MCC
Multi-Carrier Cabinet
MHz
megahertz
MO
magneto-optical
modem
modulator/demodulator
MPDM
modular processor data module
ms millisecond
MT
maintenance (Lucent INTUITY software component)
MTBF
mean time between failures
MWI
message-waiting indicator
N
NW
INTUITY AUDIX Digital Networking
O
OA&M
operations, administration, and maintenance
OS
operating system
P
PBX
private branch exchange
PC
power converter or personal computer
PDM
processor data module
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Abbreviations
ABB-7
PEC
price element code
PGATE
Processor Gateway
PI Processor Interface
POST
power-on self test
ppm
parts per million
psi pounds per square inch
R
RAM
random-access memory
REN
ringer equivalence number
ROM
read-only memory
RSC
Lucent’s Remote Services Center
RTS
request to send
RTU
right to use
S
SCC
Single-Carrier Cabinet
SCSI
small computer systems interface
SID
switch integration device
SIMM
single in-line memory module
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Abbreviations
ABB-8
SMSI
simplified message service interface
SW
switch integration (Lucent INTUITY software component)
T
TDD
telecommunications device for the deaf
TDM
time division multiplex
T/R
tip/ring
TRIP
tip/ring input process
TSC
Lucent’s Technical Services Center
TTY
teletypewriter
U
UCD
uniform call distribution
UPS
uninterruptible power supply
V
VM
INTUITY AUDIX Voice Messaging
VP
voice platform (INTUITY software component)
VR INTUITY Intro Voice Response
VROP
voice response output process
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GL-1
Glossary
GL
Glossary
NUMERIC
10BaseT
A network baseband medium using twisted pair wire, operating at 10 Mbits per second.
A
Activity Menu
The list of main options voiced to subscribers when they access the DEFINITY AUDIX System.
Administration
The process of setting up a system (such as a switch or a voice mail system) so that it will function
as desired. Options and defaults are normally set up (translated) by the system administrator or
remote services personnel.
Alarm Board (ALB)
For release 3.2 and earlier versions, the hardware platform (TN2169 or TN2170) that works with the
Multifunction board to provide monitoring for system power and environmental status, -48 VDC to
+12 VDC power conversion for the system’s disk and tape drives, and remote terminal access.
The TN2170 also provides SCSI-to-Ethernet connectivity to support IMAPI.
Alarms
Hardware, software, or environmental problems that may affect system operation. These faults are
classified as
major
,
minor
, or
warning
. They are recorded into an alarm log which can be accessed
either locally or remotely on a terminal connected to the system.
Analog Port Emulation
One of the two port emulation modes that DEFINITY AUDIX may employ. The other mode is digital
port board emulation. When emulating an analog port board (the TN746), only control link (CL)
integration is possible.
Angel
A processor activity that exchanges TDM bus control messages and performs functions associ-
ated with call setup and port maintenance.
Announcement Fragment
A numbered piece of spoken voice mail information that makes up a system message or prompt.
Announcement Set
A set of audible menus the DEFINITY AUDIX system uses to prompt subscribers or callers for
command choices.
Asynchronous Transmission
A form of serial communications where each transmitted character is bracketed with a start bit and
one or two stop bits.
Asynchronous Data Unit (ADU)
A small device that can extend data transmission far beyond recommended Electronic Industries
Association (EIA) limits over building wiring.
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Glossary
GL-2
Audio Messaging Interchange Specification (AMIS)
An analog networking feature that allows subscribers of different voice mail systems to send voice
mail messages to one another.
Audit
A software program that resolves filesystem incompatibilities and updates restored filesystems to a
workable level of service. Audits are done automatically on a periodic basis, or can be performed
on demand.
Audio Information Exchange (AUDIX)
A complete voice-mail messaging system accessed and operated by touch-tone telephones and
integrated with a switch.
AUDIX Administration and Data Acquisition Package (ADAP)
A software package that allows the DEFINITY AUDIX administrator to transfer system subscriber,
maintenance, or traffic data over the administration port to a personal computer (PC) or Work
Group System (WGS).
Automated Attendant
A DEFINITY AUDIX feature that allows a customer to set up a main number with a menu of options
that routes callers to an appropriate department at the touch of a button.
B
Backup
A duplicate copy of a filesystem saved on a removable tape or MO disk. The backup filesystem
may be copied back (restored) if the active version is damaged (corrupted) or lost.
Balun
On the DEFINITY AUDIX LAN connection, the adapter needed to connect the twisted-pair break-
out cable to the coaxial building wire distribution system.
Baud Rate
Transmission signaling speed.
Boot (or Reboot)
The operation to start a computer system by loading programs from disk to main memory (part of
system initialization).
Boot Filesystem
The filesystem from which the system loads its initial programs.
Broadcast Messaging
A feature that enables the system administrator and other designated users to send a voice mail
message to all subscribers automatically.
Buffer
Memory used to compensate for time differences in transmission by temporarily storing data.
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Glossary
GL-3
Busyout Service
When a technician or administrator blocks service to keep customers from using faulty equipment
until it can be repaired or tested. For instance, when ports (or a link) are busied out, subscribers
who try to access their mailboxes hear a
fast busy
reorder tone. People who would normally reach
DEFINITY AUDIX through Call Answering are not forwarded; they hear ringing and no answer at
the number they called.
C
Call Answer
A feature that allows the system to answer a call and record a message when the subscriber is
unavailable. Callers may be redirected to the system through the call coverage or Call Forwarding
switch features. Subscribers may record a personal greeting for these callers.
Call Answer Language Choice
Call answer multilingual option where a user can alternate between a primary language set and a
secondary language. The two languages are administered on a per subscriber basis. If this fea-
ture is enabled, the subscriber may not use the standard DEFINITY AUDIX Multiple Personal
Greetings feature.
Camp-On
A system shutdown option that waits for ports to become idle before blocking service to them. This
allows subscribers to finish calls in progress.
Central Office (CO)
A main telephone office where private customer lines are terminated and connected to the public
network through common carriers.
Central Processing Unit (CPU)
The Multifunction board’s main processor that controls system data transfer, input/output (I/O),
and logical instructions.
Class of Service (COS)
The standard set of features given to subscribers when they are first administered (set up with a
voice mailbox).
Command Mode
A system state in DEFINITY AUDIX system releases earlier than 4.0 where flashware is in control
and software is shut down. In this state, a technician has access to menu options to see flashware
status and initialization history, run through flashware diagnostics, and to start or continue system
initialization.
Configuration
The particular composition and hardware selected for a system, including internal options and
peripheral equipment.
Control Link (CL)
The integration, or interface, between the DEFINITY AUDIX System and the switch that enables the
transmission of control messages from the DEFINITY AUDIX System to the switch over a DCIU
data link. The control messages are transmitted over a separate cable connection and carry infor-
mation such as calling-party identification and message-waiting indicator status and control.
Control Link Mode
The type of switch-link integration for which the DEFINITY AUDIX System, R2.0 or later, is con-
nected to the switch via analog-line card emulation and a digital connection.
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Glossary
GL-4
D
Delivery Operations Support System (DOSS) Configurator
Lucent Technologies’ algorithmic system for configuring products for customers’ specific needs.
Digital Communications Protocol (DCP)
An Lucent Technologies proprietary protocol for networking remote communication systems.
DCP Mode 1
A Lucent Technologies proprietary Digital Communications Protocol (DCP) connection using a
data rate of 56 Kbps for AUDIX Digital Networking. DCP Mode 1 uses a DS1 facility on the switch
or a dedicated facility on the switch or a dedicated facility on a T1 carrier.
DCP Mode 2
DCP Mode 2 is an asynchronous, low-speed (9600 or 19,200 bps) connection for AUDIX Digital
Networking. DCP Mode 2 uses a modem/data module or modem/Asynchronous Data Unit (ADU)
arrangement and connects over analog or voice-grade data lines.
DCP Mode 3
A DCP connection using a data rate of 64 Kbps for AUDIX Digital Networking. DCP Mode 3 uses a
DS1 or ISDN facility on the switch or a dedicated facility on a T1 carrier.
Default
A value that is automatically supplied if no other value is specified.
Digital-Port (DP) Mode
The type of switch-link integration for which the DEFINITY AUDIX System, up through release 3.1,
is connected to the switch via digital port board emulation. The type of port board that the DEFIN-
ITY AUDIX emulates within the switch (TN754.)
Digital-Port (DP) Board Emulation
In R3.1 and earlier releases, this term referred to both the port emulation and to the integration
method. In R3.2 and later, it refers to the port emulation only; the integration method can be either
control link (CL) or display set (DS).
Digital Signal Processor (DSP)
Programmed RAM chips on the Multifunction board that provide signaling, power-level control,
speech coding, and data processing.
Display Set (DS) Integration
A new term that replaces the term digital port integration for R3.2 and later. It refers to the use of
the display and other messages sent from the switch to the port board for providing voice mail
integration with the switch. Integration with the switch is achieved via display set messages. The
messages carry information such as calling party identification and message waiting indicator sta-
tus and control.
Disconnect Signaling Detection
Signaling from the CO to the PBX which indicates that the far end caller has hung up.
Dual Language Greetings
When the Call Answer Language Choice is in effect, the subscriber can record personalized greet-
ings for each of the languages listed as the primary and secondary announcement sets. The sub-
scriber instructs the caller to enter *1 to switch to the alternate language.
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Glossary
GL-5
E
Errors
Problems detected by the system during automatic self-tests and recorded in an error log. Errors
can produce an alarm (fault) if they exceed a threshold.
Events
Occurrences such as inline errors, maintenance procedure failures, alarms, errors, or transitions
into or out of the
AUDIX
or
OA&M
states which are recorded in an events log.
F
Faceplate and Alarm Controller (FAC)
For release 3.2 and earlier versions, the circuitry on the Multifunction board that monitors activity of
the DEFINITY AUDIX System.
Field
An area on a form, menu, or report where information can be typed or displayed.
Filesystems
A collection of related files (programs or data) stored on disk that are required to initialize a DEFIN-
ITY AUDIX System and provide full service.
Flashware
Code that is stored in electrically reprogrammable memory on the DEFINITY AUDIX System. This
programming is retained over power outages but can be reprogrammed automatically on board
during initialization.
Forms
Terminal screens of information that allow data to be displayed or changed.
G
Generic Tape or Generic Disk
A copy of the standard software and standalone tape utilities (standalone utilities in Release 4.0)
that is shipped with a new system.
Graceful Shutdown
Taking the DEFINITY AUDIX System offline (to the maintenance shutdown state) using RESET SYS-
TEM SHUTDOWN in a camp-on manner.
Ground Isolation
Ground isolation prevents an alternate return current path at the connecting interface. Return cur-
rents pass through the signal wire(s) in the interface connector cable rather than via “green wire
ground”.
Guest Password
A feature that allows people who are not subscribers to leave messages on the system by dialing
a subscriber's extension and entering a system-wide guest password.
DEFINITY AUDIX System Administration
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May 1999
Glossary
GL-6
H
Hard Disk Drive
The disk drive the DEFINITY AUDIX system uses to actively save voice messages, personal greet-
ings, subscriber profiles, automated attendants, and other data. The hard disk drive also stores
the system’s AUDIX software.
Header
Information that the system creates to identify a message. A message header includes the origina-
tor or recipient, type of message, creation time, and delivery time.
Hunt Group
A group of ports on a switch usually administered to search for available ports in a circular pattern.
I
Initialization
The process of bringing a system to a predetermined operational state. The start-up procedure
tests hardware and flashware; loads the boot filesystem programs; locates, mounts, and opens
other required filesystems; and starts normal service.
Initialization and Administration System (INADS)
A maintenance system used by remote technicians to track alarms.
Interboard Bus
For release 3.2 and earlier versions, the inter-integrated circuit (I2C) bus that provides connectivity
between the Alarm board and the Multifunction board.
INTUITY Message Manager
A PC application that is used for the retrieval and display of message headers, addressing to lists,
managing personal greetings, and for creating, forwarding, and replying to voice mail messages.
L
Leave Word Calling
A switch feature that allows the calling party to leave a standard (nonvoice) message for the called
party using a feature button or dial access code.
Light Emitting Diode (LED)
For Release 3.2 and earlier releases, a red-light indicator on the system faceplate panel that
shows the status of operations and possible fault conditions. An unlit LED indicates a healthy sys-
tem. When flashing, the LED indicates a software problem. When it is steadily lit, a hardware prob-
lem exists.
Release 4.0 uses three LEDs on the system’s faceplate to report the system’s status and to provide
alarm and diagnostic information.
Liquid Crystal Display (LCD)
For release 3.2 and earlier releases, the 10-character alphanumeric display on the DEFINITY
AUDIX faceplate panel that automatically shows status of the system including alarms.
DEFINITY AUDIX System Administration
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May 1999
Glossary
GL-7
Local Area Network (LAN)
A short distance data communications network used to link computers and peripheral devices
under some form of standard control
Local Maintenance Terminal (LMT)
A display terminal located near the DEFINITY AUDIX System and the switch. It is temporarily
attached to the DEFINITY AUDIX during an on-site service visit.
Login
A unique code used to gain approved access to a subscriber’s voice mailbox or to a display termi-
nal.
M
Magneto-optical (MO) Disk Drive
With release 4.0, the device used to store nightly and weekly backups of customer data,
install new software releases, restore the system and remove core dumps and other
maintenance information. The drive stores information on an MO disk. The MO drive
replaces the tape drive from previous releases.
Mailbox
A portion of disk memory given to each subscriber for creating and storing outgoing and incoming
messages.
Message-Waiting Lamp
An LED on a telephone that alerts subscribers to new messages.
MO Disk
With release 4.0, the storage medium used by the magneto-optical disk drive to store backups
and other information.
Modem
A modulator/demodulator used for transmitting analog signals across phone lines.
Multifunction Board (MFB)
For release 3.2 and earlier releases, the hardware platform (TN566B, 386 version and TN567, 486
version) which holds the central processing unit, controllers, memory devices, and signal proces-
sors that make a DEFINITY AUDIX System operational. For release 4.0 the TN568 is the only circuit
pack and therefore performs all operations for the DEFINITY AUDIX system.
Multilingual System
A DEFINITY AUDIX System containing primary and secondary language announcement sets. A
large (40 hour) system can hold up to nine different language sets. The Telecommunications
Device for the Deaf (TDD)-based announcement set is treated as a multilingual option.
DEFINITY AUDIX System Administration
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May 1999
Glossary
GL-8
N
Native Mode
The ability of the switch to recognize the DEFINITY AUDIX as a DEFINITY AUDIX circuit pack. With
native mode support, the switch reserves five slots for the DEFINITY AUDIX 3.2 assembly, and two
slots for the DEFINITY AUDIX 4.0. Additionally the switch is able to correctly identify the DEFINITY
AUDIX board in alarms sent to the services organization.
Nonnative Mode
Without native mode, the MFB or TN568 slot is provisioned as a TN754, TN2181 or TN746B, the
five slots occupied by the DEFINITY AUDIX 3.2 assembly or two slots occupied by the DEFINITY
AUDIX 4.0 are not reserved, and alarms are reported as alarms for a TN754, TN2181, or TN746B.
Nonvolatile Random Access Memory (NVRAM)
A battery-backed RAM on the Multifunction board that retains data through loss of power.
Null Modem Cable
A cable that transposes transmit and receive leads on an RS-232 connection.
O
Operating System (OS)
The set of programs that runs the hardware and interprets software commands.
Operations, Administration, and Maintenance (OA&M)
A state of system operation where core processes of the Multifunction board are accessed, includ-
ing system initialization, resource configuration, forms interface, entry into the maintenance sub-
system, and filesystem access. Also entered when customer data must be restored.
Outcalling
A feature that allows the system to dial subscribers’ numbers or go to pagers to inform them they
have new messages.
P
Port
A connection or link between two devices, allowing information to travel through it to a desired
location. For example, a switch port connects to a DEFINITY AUDIX port to allow a subscriber on a
voice terminal to leave a message.
Protocol
A set of specific rules, procedures, or conventions relating to forms and timing of data
transmission between two devices.
DEFINITY AUDIX System Administration
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Glossary
GL-9
R
Reboot
A system
reboot
is done to clear major system problems (such as corrupt program memory). It
also runs automatically whenever the system is powered up. Also see
boot
.
Remote Field Update
A set of software changes on a given release that is transmitted from a central location to customer
equipment. Changes are generally restricted to serious bug fixes and are limited in volume.
Reply Loop Escape
Allows the subscriber the option to return to responding to a message after trying to reply to a
non-subscriber message.
Restart
During maintenance, a system
restart
brings the system software back into full service, usually
after an administrative shutdown. This is often done to try to clear software problems.
RISC
Reduced Instruction Set Computer. Refers to computers based on an unusually high speed pro-
cessing technology that uses a far simpler set of operating commands.
S
Sanity and Control Interface (SAKI)
An integrated circuit that receives and transmits TDM bus control messages and monitors the san-
ity of the angel processor.
Shutdown States
States of system operation where either a technician can shut down the system for maintenance,
or where a critical error condition brings down the system. In either case, filesystems are closed
and the system can be powered down and removed from the carrier.
Small Computer Systems Interface (SCSI)
An interface standard defining the physical, logical, and electrical connections to computer sys-
tem peripherals such as tape, magneto-optical and disk drives.
Standalone Utility
A software utility with options that include disk drive initialization, copying files from a generic tape
or MO disk onto the customer’s disk, and map partition modification. With release 3.2 and earlier
releases the standalone utilities where referred to as standalone tape utilities.
Subscriber Specific Announcement Set
When the Multilingual feature is enabled, each subscriber form has three fields specifying the
announcement set with which the subscriber will interact with the system once they log in, and the
two announcement sets with which callers to the subscriber’s mailbox can interact with the sys-
tem.
DEFINITY AUDIX System Administration
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Glossary
GL-10
T
Transmission Control Protocol/Internet Protocol (TCP/IP)
A set of protocol standards which allows a process on one machine to send data to a process on
another machine. Communication may be full or half duplex. TCP/IP includes support for multiple
operating systems and machine architectures.
Telecommunications Device for the Deaf (TDD)
A category of DEFINITY AUDIX features, including personal greetings and announcement sets,
that exchange text messages with subscribers or callers using teletypewriters.
Teletypewriter (TTY)
A device that uses Baudot tones to transmit text-based telephone messages for the hearing
impaired. Subscribers or callers can use teletypewriters to access the DEFINITY AUDIX system if
TDD features are enabled.
Time Division Multiplex (TDM) Bus
The interface between the DEFINITY AUDIX System and the switch that carries digitally-encoded
voice waveforms and circuit-switched data.
U
Update
A limited incremental change on an existing release involving software only.
Upgrade
The replacement of one release with a new release. This may involve software, flashware, hard-
ware, and/or data.
V
Voice Po rt
An electrical pathway that connects calls between two devices, such as telephones, switches, or
voice messaging systems.
Index
IN-1
DEFINITY AUDIX System Administration
585-300-507 Issue 7
May 1999
IN
Index
A
Activity log,7-3
ADAP,1-5, 3-3
Adding
automated attendants,9-7
broadcast messages,3-7
fragment to announcement,6-16
login announcements,3-19
subscriber name recordings,5-4
subscribers,5-1
Administration
add fragment to an announcement,6-16
customizing system announcements,6-9
Administration and Data Acquisition Package, see ADAP
Administration log,5-6, 7-3
Administrative announcements,6-12
Administrator
prerequisite skills,xi
responsibilities,1-6, 4-2, 5-13, A-1
subscriber interaction,A-1
Alarm origination,3-3
Alarms,1-5
error logs,7-2
handling,7-1
origination,3-3
system,7-1
Americans with Disabilities Act,3-28
AMIS analog networking
overview,3-2
Announcement directory
backup requirements,6-7
Announcement sets,3-3
creating,6-13
Announcements,3-3
administrative,6-12
customizing,2-6, 6-9
eliminating fragments from announcements,6-15
fragments,6-10
system,6-12
useng,6-9
Audio sessions,11-2
Audits,1-5
automatic,7-6
demand,7-6
filesystems,6-4
periodic,7-6
AUDIX login sessions,11-2
Automated attendants
administration,9-1, 9-7
bulletin board directories,9-23
customizing,2-6
description,3-4
examples,9-17
listing attendants,9-11
DEFINITY AUDIX System Administration
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Index
IN-2
Automated attendants, (continued)
main attendants,9-17
multilingual,9-3
nested attendants,9-19
nonresident subscribers,9-21
overview,9-1
prerequisite conditions,9-6
recording attendant menus,9-10
setting up,9-7
shared extensions,9-20
theory,9-5
TTY,3-30
using multiple personal greetings,9-24
Automatic message scan,5-11
B
Backing up
announcement directory,6-7
filesystems,6-6
names directory,6-7
subdirectories,6-6
system data filesystem,6-7
voice,6-7
Backups
announcement directory,6-7
installing a tape,6-8
installing an MO disk,6-8
MO disk,4-3
names directory,6-7
policies,10-3
recovering backed-up filesystems,6-9
system data filesystem,6-7
tapes to use,6-6
voice,6-6, 6-7
Basic call transfer,3-34
Broadcast messages,3-5
changing or deleting,3-8
creating,3-7
description,3-5
mailbox,3-6
TTY,3-5
Bulletin boards,3-9
directories,9-23
C
Call answer,3-9
changing default greetings,6-14, 6-20
Call answer language choice,3-22
Call answer primary announcement set,3-22
Call answer secondary announcement set,3-22
Call screening,3-10
Call transfer,3-32
Call transfer restrictions,10-5
DEFINITY AUDIX System Administration
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Index
IN-3
Capacity
planning,8-9
Change request and trouble report form,A-1
Change-request form,5-14, A-1
Changing
broadcast messages,3-8
default call answer greetings,6-14, 6-20
default voice mail greetings,6-21
extension length,3-11, 5-10
login announcements,3-19
subscriber extensions,5-7
subscriber name recordings,5-4
subscriber names,5-7
subscriber service options,5-8
Checking threshold exceptions,6-5
Class of service screen
intuity message manager,11-6
Classes of service,3-13
changing subscribers,5-8
Cleaning the removable tape,4-4
Client software,11-2
Clock, see System clock,3-28
Communicating with subscribers,A-1
Community traffic reports,8-7
Creating
announcement sets,6-13
Customer care center,xv
Customizing announcements,2-6, 6-9
Customizing automated attendants,2-6
D
Daily maintenance tasks,4-2
Data administration
overview,1-3, 6-1
Data collection
traffic,8-5
Data organization,6-1
Data retention
traffic,8-6
Defaults
call answer greetings,6-14, 6-20
voice mail greetings,6-21
DEFINITY AUDIX System Screens Reference,xiv
Deleting
broadcast messages,3-8
fragments from announcements,6-15
login announcements,3-19
subscribers,5-5
Delivery scheduling,5-11
Diagnostic programs,1-5
Dial-by-name,5-11
Digital networking,3-14
Directories
bulletin boards,9-23
DEFINITY AUDIX System Administration
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May 1999
Index
IN-4
Directory
adding subscribers,5-2
description,5-11
personal,5-12
Distributing subscriber documentation,2-7
Documentation
subscriber,2-7
Domain name server,11-8
Domain name system,11-8
E
End-of-message warning,3-14
Enhanced call transfer,3-34
Error logs,1-5, 7-1
Errors
alarms,7-2
handling,7-1
Escape to attendant,3-16
Exit AUDIX,3-16
Extensions
changing,5-7
changing length,3-11, 5-10
listing,5-7
shared,9-20
F
Feature traffic reports,8-8
Features
activity log,7-3
administration,3-1
alarm origination,3-3
AMIS analog networking,3-2
announcement administration,3-3
automated attendant,2-6, 3-4
automatic message scan,5-11
broadcast messages,3-5
bulletin boards,3-9
call answer,3-9
call screening,3-10
class of service,3-13
delivery scheduling,5-11
dial-by-name,5-11
digital networking,3-14
directory,5-11
disconnect detect,3-15
end-of-message warning,3-14
escape to attendant,3-16
exit AUDIX,3-16
full mailbox answer mode,5-12
guest passwords,3-16
leave word calling,3-17
login announcements,3-17
mailing lists,3-20
DEFINITY AUDIX System Administration
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Index
IN-5
Features, (continued)
message delivery,3-20
message sending restrictions,3-21
multiple personal greetings,3-23
name record by subscriber,3-25
online help,3-25
outcalling,3-26
overview,3-1
personal directory,5-12
playback and recording control,5-12
priority messages,3-27
priority outcalling,3-27
private messages,5-12
security passwords,5-13
subscribers,5-11
system clock,3-28
traffic reports,3-32
transfer into AUDIX,3-32
transfer out of AUDIX,3-32
untouched message,5-13
voice mail,3-35
voice mailbox,3-36
Filesystems
add fragment to an announcement,6-16
audits,6-4
backup requirements,6-6
customizing announcements,6-9
data organization,6-1
defined,6-3
interactions,6-4
names directory,6-7
organization,6-1
recovering backups,6-9
sizes,6-4
system data,6-7
threshold exceptions,6-5
voice text directory,6-7
volumes,6-2
Fragments
add to an announcement,6-16
defined,6-10
eliminating from announcements,6-15
rerecording,6-14
Full mailbox answer mode,5-12
G
Generating traffic reports,8-7
Grade of service,8-9
Greetings
default call answer,6-14, 6-20
default voice mail,6-21
guest,9-6
multiple personal,3-23
Guest greeting,9-6
Guest password,3-16
DEFINITY AUDIX System Administration
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Index
IN-6
H
Help
forms,3-25
online,3-25
path line,3-25
Helpline
see customer care center,xv
How data are organized,6-1
I
Initial administration
after completion,2-8
customizing system announcements,2-6
logging in,2-4
overview,1-4, 2-1
prerequisites,2-2
Installing
MO disk,6-8
removable tapes,6-8
Interface
administrative,1-2
Intuity Message Manager,11-1
administering,11-3
balancing server login sessions with voice ports,11-11
client software,11-2
handling problems with service,11-8
outcalling,11-3
performance controls,11-12
session limitations,11-2
traffic,11-11
L
LAN
administering the AUDIX server,11-3
pinging the default gateway,11-9
resetting the AUDIX server,11-9
server,11-3
testing the connection,11-9
Leave word calling feature,3-17
Limits, see System limits,4-4
Listing
automated attendants,9-11
extensions,5-7
subscribers,5-7
Load traffic reports,8-12
Local area network, see LAN,11-1
Logging in,2-4
Login announcement set,3-22
DEFINITY AUDIX System Administration
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Index
IN-7
Login announcements
changing,3-19
creating,3-19
deleting,3-19
description,3-17
Logins
attempts,10-1
unlocking subscriber,5-6
unsuccessful attempts,5-6, 10-1
Logs,1-5
activity,7-3
administration,5-6, 7-3
M
Mailboxes
locked,10-1
voice,3-36
zero-length,10-6
Mailing lists,3-20
Maintenance
daily tasks,4-2
monthly tasks,4-4
ongoing,4-1
overview,4-1
ports,10-3
preventive,4-1
responsibilities,4-2
weekly tasks,4-3
Management tools, see System management tools,1-5
Message delivery,3-20
Message sending restrictions,3-21
Messages
broadcast,3-5
call answer,3-9
login announcements,3-17
priority,3-27
private,5-12
undeliverable,5-13
untouched,5-13
voice mail,3-35
MO disk,6-6
replacing,6-8
Monthly maintenance tasks,4-4
Multilingual,3-21
automated attendant,9-3
Multiple personal greetings,3-23, 9-24
DEFINITY AUDIX System Administration
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Index
IN-8
N
Name record by subscriber,3-25
Names
changing,5-7
directory backup requirements,6-7
numbers directory,5-11
subscriber name recordings,3-25
subscriber recording,5-4
Nested attendants,9-19
New subscriber administration,5-2
Nonresident subscribers,9-21
O
Ongoing administration,1-4
Online help,3-25
Organization
data,6-1
filesystems,6-1
Outcalling
administration,3-26
description,3-26
intuity message manager,11-3
priority,3-27
P
Password
login,2-5
system,2-6
Passwords,2-4
administration,5-13
administrator,10-2
changing,2-5, 10-3
factory-installed,10-3
security,5-13
security considerations,10-1, 10-3
system,10-2
Path line help,3-25
Personal directory,5-12
Phases of administration,1-4
Planning
administration,1-4
overview,1-4
port capacity,8-9
Playback and recording control,5-12
Ports
capacity planning,8-9
maintenance,10-3
Prerequisites
administration skills,xi
initial administration,2-2
DEFINITY AUDIX System Administration
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Index
IN-9
Preventive maintenance,4-1
daily tasks,4-2
monthly tasks,4-4
weekly tasks,4-3
Priority messages,3-27
Priority outcalling,3-27
Private messages,5-12
R
Recording
subscriber names,5-4
Recording automated attendant menus,9-10
Recording control and playback,5-12
Recovering backed-up filesystems,6-9
Related resources,xiv
Removable tapes,6-6
cleaning,4-4
installing,6-8
Removing
subscribers,5-5
Replacing an MO disk,6-8
Reporting problems,xv
Reports
activating data collection,8-5
generating traffic reports,8-7
traffic,1-5, 3-32, 8-1
Rerecording
fragments,6-14
Responsibilities
administrator,1-6, 4-2, A-1
S
Save voice,6-6
Screen help,3-25
Screens
administration,2-3
change-request,5-14
defined,1-2
Screens reference,xiv
Security,2-8, 5-6, 10-1
Security passwords
administration,5-13
reassigning,5-6
Sending restrictions
description,3-21
Server
on a LAN,11-1
Service options
subscribers,5-8
Shared extensions,9-20
Sizes
filesystems,6-4
Special features traffic reports,8-14
DEFINITY AUDIX System Administration
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Index
IN-10
Subdirectories
backup requirements,6-6
Subscriber
traffic reports,8-15
Subscriber administration
overview,1-3
Subscriber documentation
distributing,2-7
Subscriber screen
intuity message manager,11-7
Subscribers
adding to directory,5-2
administration,5-1, 5-2
administrator interaction,5-13
change-request form,A-1
changing classes of service,5-8
changing extensions,5-7
changing names,5-7
changing service options,5-8
documentation,2-7
features,5-11
listing,5-7
name recordings,3-25, 5-4
nonresident,9-21
reassigning passwords,5-6
removing subscribers,5-5
responding to issues,5-13
survey,A-1, A-3
unlocking logins,5-6
Switch administration
overview,1-3
requirements,2-2
System
administrative terminal,10-2
customizing greetings,6-9
security, see also Toll fraud,2-8
System administration
overview,1-3
System announcements,6-12
System clock,3-28
System data filesystem
backup requirements,6-7
System limits,4-4
System management tools,1-5
System security,5-6, 10-1
System-Parameters IMAPI-Options screen,11-3
T
Tapes, removable,6-6
TCP/IP,11-4
hosts file,11-8
sessions,11-2
TDD,3-28
see also TTY
Teletypewriter, see TTY
Terminal administration,2-3
DEFINITY AUDIX System Administration
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Index
IN-11
Terminals,2-3
Threshold exceptions,6-5
lower,6-5
middle,6-5
upper,6-5
Toll fraud,3-27, 3-34, 3-35, 9-21
security measures,10-4
Traffic
activating data collection,8-5
reports,1-5, 3-32, 8-1
reports summary table,8-2
Traffic reports
administration,3-32
community reports,8-7
data collection,8-5
feature reports,8-8
generating reports,8-7
load reports,8-12
retention requirements,8-6
special features reports,8-14
subscriber reports,8-15
Transfer into AUDIX,3-32
Transfer out of AUDIX,3-32
Transfer redirection,3-35
TTY,3-28
broadcast message,3-5
login announcements,3-17
Types of administration,1-3
U
Undeliverable messages,5-13
Unlocking subscriber logins,5-6
Unsuccessful login attempts,5-6
Untouched message,5-13
Us-eng
announcement fragments,6-9
V
Voice file transfer,11-4
Voice mail
default greetings,6-21
features,3-35
Voice mailbox,3-36
Volumes
defined,6-2
W
Weekly maintenance tasks,4-3
DEFINITY AUDIX System Administration
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May 1999
Index
IN-12

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