2016-2021, Avaya Inc. ... The COR used is the same for manual station locks. ... Lock as well as the TOD Lock (“Manual-unlock allowed?
122. February 2021. Administering Avaya Aura Communication Manager. ... Be sure to see your telephone manual for instructions on how to set feature buttons and call...
Administering Avaya Aura® Communication Manager
Release 8.1.x Issue 10
March 2021
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Contents
Chapter 1: Introduction.......................................................................................................... 21 Purpose................................................................................................................................21 Change history......................................................................................................................22 Supported browsers.............................................................................................................. 23
Chapter 2: System Basics......................................................................................................24 System login......................................................................................................................... 24 Logging in for remote administration................................................................................. 24 Out-of-Band management......................................................................................................25 Types of connection to the Avaya S8300E and Avaya common servers..................................... 25 Enabling IP forwarding using Services Port VM for AVP Utilities.......................................... 25 Enhanced Access Security Gateway.......................................................................................26 Login messages....................................................................................................................26 Using the Issue-of-the-Day message................................................................................ 26 Setting Issue-of-the-Day and Message-of-the-Day messages............................................. 27 Log off the system................................................................................................................. 28 Logging off the system.....................................................................................................28 User profiles and logins......................................................................................................... 28 Establish daylight-saving rules................................................................................................28 To establish Daylight Saving Time (DST) rules...................................................................29 Displaying daylight saving time rules.................................................................................29 Set Time of Day Clock Synchronization...................................................................................30 Administering Clock Synchronization over IP........................................................................... 30 Configuring the synchronization reference for the gateway................................................. 30 Configuring the synchronization reference for the BRI trunk board.......................................31 Setting the synchronization.............................................................................................. 31 Enabling the synchronization............................................................................................31 Configuring the IP synchronization....................................................................................32 Configuring the IP synchronization for the gateway............................................................ 32 Configuring the IP synchronization for the network region...................................................32 Disabling synchronization.......................................................................................................32 Setting up the network time protocol....................................................................................... 33 Using the bulletin board......................................................................................................... 33 Displaying messages.......................................................................................................33 Posting a message..........................................................................................................34 Deleting messages..........................................................................................................34 Save translations...................................................................................................................35 Performing backups...............................................................................................................35 Changing the Communication Manager IP Address................................................................. 35
Chapter 3: System Planning.................................................................................................. 37
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System configuration............................................................................................................. 37 Viewing a list of port boards................................................................................................... 38 Understanding equipment addressing..................................................................................... 38 Communication Manager server separation.............................................................................39 Dial plan............................................................................................................................... 39
Dial Plan.........................................................................................................................39 Displaying your dial plan.................................................................................................. 40 Modifying your dial plan................................................................................................... 40 Adding extension ranges..................................................................................................40 Multi-location dial plan..................................................................................................... 41 Location numbers............................................................................................................42 Prepending the location prefix to dialed numbers............................................................... 42 Other options for the dial plan...........................................................................................43 Feature access codes......................................................................................................43 Adding feature access codes............................................................................................43 Changing feature access codes........................................................................................44 Administering Dial Plan Transparency...............................................................................44 Control the features your users can access............................................................................. 45 Enabling system wide settings................................................................................................46 Changing system parameters.................................................................................................46 WAN Bandwidth Limits between Network Regions................................................................... 47 Considerations for WAN bandwidth administration............................................................. 47 Setting bandwidth limits between directly connected network regions.................................. 48 Administering Denied or Invalid Calls...................................................................................... 48 Music-on-hold....................................................................................................................... 49 Adding an audio group.....................................................................................................51 Adding a Music-on-Hold group......................................................................................... 51 Setting music-on-hold system parameters......................................................................... 51 Providing music-on-hold service for multiple tenants.......................................................... 52 Receiving Notification in an Emergency...................................................................................53 Notifying a digital pager of an Emergency................................................................................55 Other useful settings..............................................................................................................56 Automatic callback if an extension is busy......................................................................... 56 Automatic hold................................................................................................................ 57 Bridging to a call that has gone to coverage...................................................................... 57 Distinctive ringing............................................................................................................ 57 Warning when telephones are off-hook............................................................................. 57 Warning users if their calls are redirected.......................................................................... 57 Controlling users calls............................................................................................................57 Strategies for assigning CORs..........................................................................................58 Allowing users to change CORs....................................................................................... 58 Station Lock..........................................................................................................................59 Station Lock by time of day.............................................................................................. 60
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Contents
Chapter 4: Administer Communication Manager on Avaya servers..................................62 Overview about administering Avaya servers...........................................................................62 Survivable remote servers configuration..................................................................................62 Command line interface administration....................................................................................63 S8300E and Avaya common server administration...................................................................64 Access and administer Communication Manager..................................................................... 64 Enabling or disabling Telnet service for Communication Manager........................................64 Starting a SAT session.....................................................................................................65 Access System Management Interface................................................................................... 65 Supported browsers........................................................................................................ 65 Accessing Communication Manager System Management Interface................................... 66 Accessing Server Administration Interface.........................................................................67 Server Administration Interface tasks................................................................................ 67 Main and survivable server Split Registration Prevention feature administration......................... 68 Split registration prevention.............................................................................................. 68 Activating Split Registration Prevention............................................................................. 69 Sequence of events for split registration prevention............................................................69 Alternate ways to manage split registration between the main and survivable servers........... 69 Recovery to the main server.............................................................................................70 Network region state........................................................................................................71 Network design notes for the Split Registration Prevention feature...................................... 72 Network region type description........................................................................................73 Prerequisites and constraints of implementing the Split Registration Prevention feature........ 73 Administrable Alternate Gatekeeper List for IP phones............................................................. 74 Alternate Gatekeeper List (AGL) priorities......................................................................... 75 Load balancing of IP telephones during registration........................................................... 75 How Alternate Gatekeeper List is built...............................................................................76 Applications for AGL........................................................................................................76 Prevent unwanted C-LANs in the AGL example................................................................. 76 Pool C-LANS despite network region connectivity issues example...................................... 79 AGL high-level capacities.................................................................................................81 Considerations................................................................................................................ 81 Interactions..................................................................................................................... 81 Administrable AGL administration..................................................................................... 82 Troubleshooting scenarios and repair actions for AGL........................................................ 83 Related Documents for AGL.............................................................................................84 Improved Port network recovery from control network outages..................................................84 Impact of network recovery configuration on availability......................................................85 Improved survivability administration.................................................................................86 Call processing administration................................................................................................ 86 Communication Manager administration interface.............................................................. 86 Communication Manager SAT CLI access.........................................................................87 Administration screen and command summary.................................................................. 89
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Voice or Network Statistics administration............................................................................... 91 SNMP administration............................................................................................................. 93 CAC sharing between Communication Manager and Session Manager..................................... 93 Network preemption.............................................................................................................. 93 Support to tandem MIME for PIDF-LO.....................................................................................94 Support for Channel Type identification over ASAI to CTI application.........................................94
Chapter 5: Processor Ethernet setup................................................................................... 95 Setting up the PE interface.....................................................................................................96 Configuring the PE interface on the server using the server SMI............................................... 97 Using Network ports.............................................................................................................. 98 Configuration of the PE interface............................................................................................ 99 Network Configuration..................................................................................................... 99 Duplication parameters.................................................................................................. 100 PE Interface acceptance test................................................................................................101 Configuring a Survivable Remote or Survivable Core Server...................................................103 PE as a controller for branch gateways........................................................................... 103 PE in Communication Manager Administration...................................................................... 104 Administering Survivable Core Servers for PE................................................................. 105 Administering Survivable Remote Servers for PE.............................................................105 Adjuncts with PE........................................................................................................... 105 Load balancing for PE................................................................................................... 106
Chapter 6: Manage telephones............................................................................................108 Installing new telephones.....................................................................................................108 Associating a telephone with an x-port extension number................................................. 109 Connecting new telephones................................................................................................. 109 Gathering necessary information.....................................................................................110 Telephone installation.....................................................................................................111 Obtaining display labels for telephones............................................................................111 Adding a new station......................................................................................................112 Creating a dual registered extension............................................................................... 114 Changing a station.........................................................................................................114 Duplicating telephones.........................................................................................................114 Adding multiple call center agents.........................................................................................115 Using an alias..................................................................................................................... 116 Customize your telephone....................................................................................................117 Upgrading telephones.......................................................................................................... 118 Swapping telephones...........................................................................................................118 Automatic Customer Telephone Rearrangement.................................................................... 119 How calls are processed during a move.......................................................................... 120 Using ACTR to move telephones ................................................................................... 120 Terminal Translation Initialization.......................................................................................... 121 Merging an extension with a TTI telephone......................................................................121 Using TTI to separate an extension from a telephone....................................................... 122
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Troubleshooting TTI.......................................................................................................122 Removing telephones.......................................................................................................... 124 Adding a fax or a modem..................................................................................................... 125 Enabling transmission over IP networks for modem, TTY, and fax calls....................................126 IP Softphones..................................................................................................................... 127
Enabling the system to use IP softphone.........................................................................128 Road Warrior Mode....................................................................................................... 128 Adding a softphone in telecommuter mode...................................................................... 130 Troubleshooting IP softphones....................................................................................... 131 IP Telephones..................................................................................................................... 131 Adding an IP telephone..................................................................................................132 Changing from dual-connect to single-connect IP telephones............................................132 Setting up emergency calls on IP telephones...................................................................134 Remote office setup.............................................................................................................135 Adding Remote Office to Communication Manager.......................................................... 135 Setting up a trunk group.................................................................................................137 Setting up a signaling group........................................................................................... 137 Setting up Remote Office on network regions.................................................................. 138 Adding telephones to Remote Office............................................................................... 139 Downloading firmware to multiple stations....................................................................... 139 Displaying firmware download status.............................................................................. 140 Disabling firmware downloads........................................................................................ 141 Native Support of Avaya 1408 and 1416 digital telephones............................................... 141 Native support for 96x1 H.323 and SIP deskphones.........................................................142 Native support for Avaya J100 Series IP Phones............................................................. 142 Native support of Avaya 9404 and 9408 digital telephones............................................... 143 Administer location per station..............................................................................................144 Preparing to administer location number on Station screen...............................................144 Setting up location number on Station screen.................................................................. 144
Chapter 7: Telephone Features........................................................................................... 145 Adding feature buttons.........................................................................................................145 Increasing Text Fields for Feature Buttons.............................................................................146 Enabling extended text fields for feature buttons.................................................................... 146 Restricting customization of feature button types....................................................................147 Telephone feature buttons table............................................................................................148 Abbreviated Dialing Lists......................................................................................................167 Setting up a station to access a new group list.................................................................167 Adding Abbreviated Dialing Lists.................................................................................... 168 Troubleshooting abbreviated dialing lists......................................................................... 169 Bridged Call Appearances....................................................................................................170 Setting Up Bridged Call Appearances............................................................................. 171 Enabling Enhanced Bridged Call Appearance..................................................................172 When to use Bridged Call Appearances.......................................................................... 173
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Contents
Extension to Cellular............................................................................................................173 Extension to Cellular Setup Table................................................................................... 173 Setting Up Extension To Cellular Feature Access Button.................................................. 175
Terminal Self-Administration.................................................................................................176 Setting Up Terminal Self-Administration...........................................................................177 Fixing Problems in Terminal Self-Administration...............................................................178
Enterprise Mobility User....................................................................................................... 178 System Requirements -- EMU....................................................................................... 179 Configuring your System for the Enterprise Mobility User..................................................180 Setting EMU options for stations.....................................................................................180 Defining options for calling party identification..................................................................181 Activating EMU............................................................................................................. 181 Deactivating EMU..........................................................................................................182
Chapter 8: Managing Attendant Consoles......................................................................... 183 Attendant Consoles............................................................................................................. 183 302A/B Console............................................................................................................ 185 302C Console............................................................................................................... 186 302D Console............................................................................................................... 187 Adding an Attendant Console............................................................................................... 188 Attendant Console Feature Buttons...................................................................................... 189 Setting Console Parameters.................................................................................................194 Removing an Attendant Console.......................................................................................... 195 Providing Backup for an Attendant........................................................................................196
Chapter 9: Managing Telephone Displays..........................................................................198 Displaying administration..................................................................................................... 198 Displaying ANI Calling Party Information............................................................................... 198 Displaying ICLID Information................................................................................................ 199 Setting the Display Language...............................................................................................199 Administering Unicode Display....................................................................................... 200 Unicode Native Name support........................................................................................ 202 Fixing Problems............................................................................................................ 206 Related Topics.............................................................................................................. 206 Setting the Directory Buttons................................................................................................ 206
Chapter 10: Handling Incoming Calls................................................................................. 208 Basic Call Coverage............................................................................................................ 208 Administering system-wide call coverage characteristics.................................................. 208 Advanced call coverage....................................................................................................... 211 Covering calls redirected to an off-site location.................................................................211 Defining coverage for calls redirected to external numbers............................................... 212 Defining time-of-day coverage........................................................................................ 213 Creating coverage answer groups.................................................................................. 214 Call Forwarding...................................................................................................................214 Determining extensions having call forwarding activated...................................................215
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Setting up call forwarding for users................................................................................. 216 Allowing users to specify a forwarding destination............................................................217 Changing the forwarding destination remotely..................................................................217 Allowing users to change coverage remotely................................................................... 218 Enhanced Call Forwarding................................................................................................... 219 Activating Enhanced Call Forwarding Using a feature button............................................ 220 Activating Enhanced Call Forwarding Using a feature access code................................... 220 Deactivating enhanced call forwarding using a feature button........................................... 221 Deactivating enhanced call forwarding using a feature access code.................................. 221 Reactivating enhanced call forwarding using a feature button........................................... 222 Reactivating enhanced call forwarding using a feature access code.................................. 222 Displaying enhanced call forwarding using a feature button.............................................. 223 Displaying Enhanced Call Forwarding Status Using a Feature Access Code...................... 223 Activating enhanced call forwarding from an off-the-network telephone..............................223 Deactivating enhanced call forwarding from an off-the-network telephone..........................224 Activating enhanced call forwarding from a telephone with console permissions.................225 Deactivating enhanced call forwarding from a telephone with console permissions............. 226 Night Service...................................................................................................................... 226 Setting up night station service to voice mail....................................................................227 Setting up night console service..................................................................................... 228 Setting up night station service....................................................................................... 229 Setting up trunk answer from any station......................................................................... 230 Setting up external alerting night service......................................................................... 231 Sending LDN calls to the attendant during the day and to the TAAS bell at night................ 232 Setting up trunk group night service................................................................................ 232 Setting up night service for hunt groups...........................................................................233 Deactivating the Night Service feature.............................................................................233 Call Pickup......................................................................................................................... 234 Call Pickup Alert............................................................................................................235 Setting up Call Pickup....................................................................................................237 Deleting pickup groups.................................................................................................. 240 Simple extended pickup groups...................................................................................... 242 Flexible Extended Pickup Groups................................................................................... 245 Changing extended pickup groups..................................................................................248 Directed Call Pickup...................................................................................................... 248 Removing Directed Call Pickup from a user.....................................................................251 Hunt Groups....................................................................................................................... 252 Setting up hunt groups...................................................................................................252 Changing a hunt group.................................................................................................. 253 Setting up a queue........................................................................................................ 254 Hunt groups for TTY callers............................................................................................254 Adding hunt group announcements.................................................................................255 Vectors and VDNs............................................................................................................... 256
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Contents
What are Vectors?.........................................................................................................257 Variables in Vectors....................................................................................................... 262 Handling TTY calls with vectors...................................................................................... 263 Vector Directory Numbers.............................................................................................. 264 Automatic Call Distribution................................................................................................... 266 ACD System Enhancement............................................................................................266 Assigning a Terminating Extension Group............................................................................. 266
Chapter 11: Routing Outgoing Calls................................................................................... 268 World class routing.............................................................................................................. 268 Call Privileges Management.................................................................................................268 Changing station........................................................................................................... 269 Assigning ARS FAC.............................................................................................................270 Location ARS FAC........................................................................................................ 270 Displaying ARS analysis information..................................................................................... 271 ARS Analysis................................................................................................................ 271 Examples of Digit Conversion.........................................................................................272 Defining operator assisted calls...................................................................................... 274 Defining Inter-exchange carrier calls............................................................................... 275 Restricting area codes and prefixes................................................................................ 275 Using wild cards............................................................................................................ 276 Defining local information calls....................................................................................... 277 Administering Call Type Digit Analysis...................................................................................277 Call Type Digit Analysis Example....................................................................................278 Setting up Multiple Locations................................................................................................278 Routing with multiple locations..............................................................................................280 Call routing modification.......................................................................................................282 Adding a new area code or prefix....................................................................................282 Using ARS to restrict outgoing calls................................................................................ 283 Overriding call restrictions.................................................................................................... 284 ARS Partitions.................................................................................................................... 285 Setting up partition groups............................................................................................. 285 Assigning a telephone to a partition group....................................................................... 286 Setting up Time of Day Routing............................................................................................ 287 Creating a New Time of Day Routing Plan.......................................................................288 Setting up a Remote user by Network region and Time zone.................................................. 289 No-cadence call classification modes and End OCM timer......................................................290 Setting up no-cadence call classification modes...............................................................290 Setting up End OCM timer and announcement extension................................................. 290 Alerting Tone for Outgoing Trunk Calls.................................................................................. 291 Setting the outgoing trunk alerting timer.......................................................................... 291 Setting the trunk alerting tone interval............................................................................. 291
Chapter 12: Setting Up Telecommuting..............................................................................292 Communication Manager Configuration for Telecommuting.....................................................292
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Contents
Preparing to configure telecommuting............................................................................. 293 Configuring telecommuting example............................................................................... 294 Personal Station Access setup............................................................................................. 294 Preparing to set up Personal Station Access................................................................... 295 Setting up Personal Station Access example................................................................... 295 Placing calls from PSA-dissociated stations.....................................................................296 Station Security Code setup................................................................................................. 296 Creating a Station Security Code example.......................................................................297 Assigning an Extender Password example............................................................................ 297 Call Forwarding setup for telecommuting...............................................................................298 Setting up Call Forwarding for telecommuting example.....................................................298 Interactions for Call Forwarding...................................................................................... 299 Coverage options assignment for telecommuting................................................................... 300 Assigning coverage for telecommuting example...............................................................300 Home Equipment Installation................................................................................................301 Preparing to install home equipment............................................................................... 301 Installing home equipment example................................................................................ 302 Remote Access setup..........................................................................................................303 Preparing to setup Remote Access................................................................................. 304 Setting up remote access example................................................................................. 304 Telecommuting settings changes.......................................................................................... 306 Changing Telecommuting settings.................................................................................. 306 Associating PSA example.............................................................................................. 306 Disassociating PSA example..........................................................................................307 Changing a coverage option example............................................................................. 307 Changing call forwarding example.................................................................................. 308 Changing your personal station security codes example................................................... 308 Interrupting the command sequence for personal station security codes............................ 309
Chapter 13: Enhancing System Security............................................................................310 Basic Security recommendations..........................................................................................310 System security.............................................................................................................310 System security............................................................................................................. 311 Toll Fraud prevention........................................................................................................... 312 Preventing toll fraud ......................................................................................................312 Security Enforcement.......................................................................................................... 314 Checking system security.....................................................................................................315 User profile and login administration..................................................................................... 319 Enhanced Access Security Gateway.....................................................................................319 Busy Verify for toll fraud detection.........................................................................................320 Preparing to use busy verify for toll fraud detection.......................................................... 320 Sample scenario to use the Busy Verify feature for toll fraud detection ..............................320 Authorization codes setup.................................................................................................... 320 Preparing to setup Authorization Codes.......................................................................... 321
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Contents
Setting Up Authorization Codes example.........................................................................321 Security Violations Notification setup.....................................................................................323
Sample scenario for setting up SVN................................................................................323 Enhanced security logging................................................................................................... 324 Configuring syslog server.....................................................................................................324 Configuring log retention period............................................................................................325 Station lock.........................................................................................................................326
Station Lock overview....................................................................................................326 Preparing to set up Station Lock..................................................................................... 327 Setting up Station Lock with a Station Lock button example.............................................. 327 Setting up Station Lock without a Station Lock button example......................................... 328 Station Lock by time of day............................................................................................ 328 Screens for administering Station Lock........................................................................... 329 Security Violations responses...............................................................................................330 Enabling remote access.................................................................................................330 Disabling remote access................................................................................................ 330 Hot Desking Enhancement.............................................................................................330 Hot Desking interaction with PSA....................................................................................331 Station Lock..................................................................................................................331 Hot Desking with Station Lock restrictions....................................................................... 331
Chapter 14: Data Encryption................................................................................................333 Remote Key Server............................................................................................................. 334 Data Encryption password policy.......................................................................................... 335 Data encryption commands..................................................................................................335 encryptionPassphrase command....................................................................................335 encryptionRemoteKey command.................................................................................... 337 encryptionLocalKey command........................................................................................339 Viewing data encryption status....................................................................................... 340
Chapter 15: Managing Trunks..............................................................................................341 Tips for working with trunk groups.........................................................................................341 Following a process when working with trunk groups........................................................341 Service provider coordination for trunk groups................................................................. 341 Records keeping for trunk groups................................................................................... 342 Helpful tips for setting common trunk group fields............................................................ 343 Trunk group related information...................................................................................... 343 CO, FX, or WATS trunk group administration......................................................................... 343 Preparing to add a CO, FX, or WATS trunk group............................................................ 344 Adding a CO, FX, or WATS trunk group example............................................................. 344 DID trunk group administration............................................................................................. 345 Preparing to add a DID trunk group.................................................................................346 Adding a DID trunk group example................................................................................. 346 PCOL trunk group administration..........................................................................................347 Preparing to add a PCOL trunk group............................................................................. 347
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Contents
Adding a PCOL trunk group example.............................................................................. 348 PCOL trunk group interactions........................................................................................349 Tie or Access trunk group administration............................................................................... 349 Preparing to add a Tie or Access trunk group.................................................................. 350 Adding a Tie or Access trunk group example................................................................... 350 DIOD trunk group administration...........................................................................................351 Digital trunks administration................................................................................................. 351 Preparing to add a digital trunk....................................................................................... 352 Setting up the DS1 board as a sync Source reference......................................................353 Configuring a DS1 circuit pack example.......................................................................... 353 Recommended T1 and E1 settings................................................................................. 354 Enhanced DS1 administration........................................................................................ 354 Adding trunks to a trunk group example................................................................................ 356 Removing trunk groups example.......................................................................................... 357 Trunk resets........................................................................................................................357 Resetting a trunk group..................................................................................................357 Resetting a trunk member.............................................................................................. 358 Digit insertion and absorption with trunk groups..................................................................... 358 Inserting digits with trunk groups example....................................................................... 358 Absorbing digits with trunk groups example..................................................................... 359 Administering trunks for LDN example.................................................................................. 359 Administering trunks for Source-based Routing......................................................................361 Answer Detection Administration.......................................................................................... 361 Preparing to administer Answer Detection....................................................................... 361 Administering Answer Detection example........................................................................361 ISDN trunk groups Administration......................................................................................... 362 ISDN trunk group hardware requirements........................................................................362 Screens used to administer ISDN trunk groups................................................................ 363 Administering displays for QSIG trunks........................................................................... 366 QSIG over SIP.................................................................................................................... 366 Preparing to administer QSIG over SIP........................................................................... 366 Administration of the QSIG and SIP trunk and signaling groups........................................ 367 Enabling Enhanced SIP Signaling feature....................................................................... 368 Changing the QSIG and SIP signaling groups for Q-SIP................................................... 368 Changing the QSIG and SIP trunk groups for Q-SIP.........................................................369 Routing of QSIG over SIP.............................................................................................. 371 Verifying a Q-SIP test connection....................................................................................371 Removing the Q-SIP configuration..................................................................................371
Chapter 16: Managing media gateways..............................................................................373 Chapter 17: Managing Avaya Aura® Media Server............................................................ 374
Detailed description of Avaya Aura® Media Server (MS) ........................................................ 374 Administering Avaya Aura® Media Server signaling group on Communication Manager...... 375 Changing Avaya Aura® Media Server signaling group on Communication Manager............ 376
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Contents
Adding a media-server...................................................................................................377 Verifying that the media-server is in-service.....................................................................378 Removing a media server.............................................................................................. 379 Managing Avaya Aura® Media Server related documents....................................................... 379
Chapter 18: Telephone announcements.............................................................................381 VAL or Gateway Virtual VAL resources..................................................................................381
Chapter 19: Managing Group Communications................................................................ 384 Voice Paging Over Loudspeakers setup................................................................................ 384 Preparing to set up Voice Paging Over Loudspeakers...................................................... 384 Setting Up Voice Paging Over Loudspeakers example..................................................... 384 Loudspeaker Paging troubleshooting.............................................................................. 385 User considerations for Voice Paging Over Loudspeakers................................................ 386 Chime Paging Over Loudspeakers setup...............................................................................386 Preparing to set up Chime Paging Over Loudspeakers.....................................................387 Setting up Chime Paging Over Loudspeakers example.................................................... 387 Assigning chime codes example.....................................................................................388 Chime Paging Over Loudspeakers troubleshooting.......................................................... 388 User considerations for Chime Paging Over Loudspeakers...............................................388 Speakerphone paging setup.................................................................................................389 Preparing to set up speakerphone paging....................................................................... 389 Setting up speakerphone paging example....................................................................... 389 Speakerphone paging troubleshooting............................................................................ 390 Speakerphone paging capacities.................................................................................... 390 Whisper Paging users who are on active calls....................................................................... 390 Preparing to set up Whisper Paging................................................................................390 Whisper Paging setup....................................................................................................391 Telephones as Intercoms administration................................................................................391 Administering intercom feature buttons example.............................................................. 392 Administering an intercom group example....................................................................... 393 Automatic Answer Intercom Calls setup................................................................................ 393 Administering Auto Answer ICOM example..................................................................... 393 Service Observing Calls.......................................................................................................394 Preparing to set up Service Observing............................................................................ 394 Setting up Service Observing example............................................................................395 Best practices for service observing................................................................................396
Chapter 20: Managing Data Calls........................................................................................ 397 Types of Data Connections.................................................................................................. 397 Data Call Setup...................................................................................................................397 Data Call Setup Administration....................................................................................... 398 DCP data modules........................................................................................................ 400 ISDN-BRI data modules.................................................................................................402 Analog modems............................................................................................................ 403 Considerations for Data Call Setup................................................................................. 403
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Contents
Interactions for Data Call Setup...................................................................................... 403 Alphanumeric Dialing...........................................................................................................404
Administering Alphanumeric Dialing................................................................................404 Considerations for Alphanumeric Dialing......................................................................... 404 Data Hotline........................................................................................................................404 Administering Data Hotline.............................................................................................405 Interactions for Data Hotline........................................................................................... 405 Data Privacy....................................................................................................................... 405 Administering Data Privacy............................................................................................ 405 Considerations for Data Privacy......................................................................................406 Interactions for Data Privacy...........................................................................................406 Default Dialing.................................................................................................................... 407 Administering Default Dialing..........................................................................................407 Data Restriction.................................................................................................................. 407 Administering Data Restriction........................................................................................408 Interactions for Data Restriction......................................................................................408 Data-Only Off-Premises Extensions...................................................................................... 409 Administering Data-Only Off-Premises Extensions........................................................... 409 Considerations for Data-Only Off-Premises Extensions.................................................... 409 Interactions for Data-Only Off-Premises Extensions......................................................... 409 Data Modules -- General.....................................................................................................410 Detailed description of data modules...............................................................................411 Administered Connections................................................................................................... 412 Detailed description of Administered Connections..................................................................413 Access endpoints used for Administered Connections............................................................413 Typical applications for Administered Connections................................................................. 414 Conditions for establishing Administered Connections............................................................414 Conditions for dropping Administered Connections................................................................ 415 Autorestoration and fast retry............................................................................................... 415 Administering Administered Connections...............................................................................416 Interactions for Administered Connections.............................................................................417 Modem Pooling................................................................................................................... 418 Administering Integrated Modem Pooling........................................................................ 419 Administering Combined Modem Poolings.......................................................................419 Considerations for Modem Pooling................................................................................. 419 Personal Computer Interface................................................................................................419 Personal Computer Interface Security............................................................................. 422 Administering a PC interface.......................................................................................... 422 Considerations for Personal Computer Interface.............................................................. 422 Wideband Switching............................................................................................................ 423 Detailed description of Wideband Switching.................................................................... 423 Wideband Switching guidelines and examples.................................................................427 Wideband Switching glare and blocking prevention.......................................................... 431
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Contents
Administering Wideband Switching................................................................................. 432 Considerations for Wideband Switching.......................................................................... 432 Interactions for Wideband Switching............................................................................... 432 CallVisor Adjunct-Switch Applications Interface......................................................................434 ASAI configuration example........................................................................................... 434 ASAI Capabilities.......................................................................................................... 435 Considerations for ASAI.................................................................................................435 Interactions for ASAI......................................................................................................435 Setting up ASAI.............................................................................................................435 CallVisor ASAI setup........................................................................................................... 436 Preparing to set up ASAI................................................................................................436 Setting up ASAI.............................................................................................................436
Chapter 21: Collecting Call Information............................................................................. 437 Call information collection.................................................................................................... 437 Requirements for administering call accounting............................................................... 437 Setting up CDR example................................................................................................438 Intra-switch CDR administration............................................................................................439 Setting up intra-switch CDR example.............................................................................. 439 Account Code call tracking...................................................................................................440 Setting up Account Code call tracking example................................................................440 Forced Entry of Account Codes............................................................................................ 440 Preparing to administer Forced Entry of Account Codes................................................... 440 Administering Forced Entry of Account Codes example....................................................441 Public network Call-Charge Information administration........................................................... 441 Preparing to administer public network call-charge information..........................................442 Collecting call charge information over ISDN example......................................................442 Receiving call-charge information over non-ISDN trunks example..................................... 443 Viewing Call Charge Information example............................................................................. 444 Survivable CDR detailed description..................................................................................... 445 Files for Survivable CDR......................................................................................................446 File naming conventions for Survivable CDR......................................................................... 446 Survivable CDR file removal.................................................................................................447 Survivable CDR file access.................................................................................................. 447 Administering Survivable CDR..............................................................................................448 Creating a new CDR user account........................................................................................448 Administering Survivable CDR for the main server................................................................. 449 Administering Survivable CDR for a Survivable Remote or Survivable Core Server.................. 450
Chapter 22: Assigning multiple call arrangement bridge to a Station.............................451
Chapter 23: User Administration.........................................................................................452 User Administration management......................................................................................... 452 Directory Application............................................................................................................452 General Settings........................................................................................................... 453 Translation Language.................................................................................................... 456
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Contents
External Numbers..........................................................................................................457
Chapter 24: Communication Manager objects...................................................................459
Chapter 25: Endpoints..........................................................................................................460
Chapter 26: Templates..........................................................................................................461
Chapter 27: Overview of Inventory Management...............................................................462
Chapter 28: Messaging.........................................................................................................463 Subscriber Management...................................................................................................... 463 Adding a subscriber.............................................................................................................463 Editing a subscriber............................................................................................................. 464 Viewing a subscriber............................................................................................................464 Deleting a subscriber........................................................................................................... 464 Subscriber list..................................................................................................................... 465 Filtering subscribers............................................................................................................ 465 Subscribers (Avaya Aura® Messaging) field descriptions.........................................................466
Chapter 29: Administering LDAP Directory Application...................................................472 LDAP Directory Application overview.................................................................................... 472 Configuring Directory Application..........................................................................................472 96xx and 96x1 telephones URL configuration........................................................................ 473
Chapter 30: Administering IP DECT....................................................................................474 IP DECT.............................................................................................................................474 Enabling multiple locations for IP DECT.......................................................................... 474 Verifying system capacities............................................................................................ 474 Assigning the codec...................................................................................................... 475 Configuring the network region....................................................................................... 476 Configuring the trunk group............................................................................................ 476 Configuring the signaling group...................................................................................... 477 Configuring the station................................................................................................... 478
Chapter 31: Administering SIP trunk optimization............................................................ 480 SIP trunk optimization..........................................................................................................480 Adding Session Managers to a cluster............................................................................ 482 Administering the number of members on a trunk group................................................... 483
Chapter 32: Certificate Management...................................................................................484 Identity Certificates..............................................................................................................485 Displaying a certificate................................................................................................... 485 Addition of an identity certificate..................................................................................... 485 Adding an identity certificate for Simplex server............................................................... 486 Adding an identity certificate for Duplex server.................................................................487 Removing an identity certificate...................................................................................... 488 Copying an identity certificate.........................................................................................488 Trust certificates..................................................................................................................489 Displaying a certificate................................................................................................... 489 Adding a trusted certificate for Simplex server................................................................. 489
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Contents
Adding a trusted certificate for Duplex server...................................................................490 Removing a certificate................................................................................................... 490 Copying a certificate...................................................................................................... 491 Generating a CSR............................................................................................................... 491 Certificate Signing Request field descriptions.................................................................. 492 Generating a CSR when third-party signed certificate is unavailable........................................492 Chapter 33: Resources.........................................................................................................494 Communication Manager documentation...............................................................................494 Finding documents on the Avaya Support website........................................................... 496 Accessing the port matrix document................................................................................497 Avaya Documentation Center navigation......................................................................... 497 Training.............................................................................................................................. 498 Viewing Avaya Mentor videos...............................................................................................499 Support.............................................................................................................................. 499 Using the Avaya InSite Knowledge Base......................................................................... 499 Appendix A: PCN and PSN notifications............................................................................ 501 PCN and PSN notifications...................................................................................................501 Viewing PCNs and PSNs..................................................................................................... 501 Signing up for PCNs and PSNs............................................................................................ 502
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Chapter 1: Introduction
Avaya Aura® Communication Manager is the centerpiece of Avaya applications. Communication Manager runs on a variety of S8300E, and other Avaya common servers and provides control to Avaya Branch Gateway and Avaya communications devices.
Communication Manager 8.1.x can be deployed on a Avaya Solutions Platform (ASP) 120 and 130 servers, Common Server R2 and R3, S8300E and a customer provided VMware environment. The above platforms provides control to Avaya Branch Gateway and Avaya communication devices. Communication Manager can be designed to operate in either a distributed or a networked callprocessing environment.
Communication Manager is an open, scalable, highly reliable, and secure telephony application. The software provides user and system management functionality, intelligent call routing, application integration and extensibility, and enterprise communications networking.
Communication Manager carries forward all the current DEFINITY® capabilities of the customer. Communication Manageralso offers enhancements that customers can use to take advantage of new distributed technologies, increased scalability, and redundancy. Communication Manager evolved from DEFINITY® software and delivers no-compromise, enterprise IP solutions.
For more information, see Avaya Aura® Communication Manager Hardware Description and Reference.
Purpose
This book describes the procedures and screens used in administering Communication Manager that runs on any of the following:
· Avaya servers, HP ProLiant DL360p G8, HP ProLiant DL360 G9, and DellTM PowerEdgeTM R620, DellTM PowerEdgeTM R630.
· Avaya servers configured as a Survivable remote server, S8300E, Avaya Solutions Platform (ASP) 120 and 130.
· Customer provided VMware Environment. · Avaya branch gateways including G430 Branch Gateway, and G450 Branch Gateway.
Newer releases of Communication Manager contain the features of the previous releases.
This document is intended for people who perform the product or solution system administration tasks.
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Introduction
Change history
Issue 10 9
Date March 2021 February 2021
8
November 2020
7
October 2020
6
March 2020
5
November 2019
4
November 2019
3
August 2019
Summary of changes Updated the "Adding an identity certificate for Duplex server" section. Updated the references to "Avaya Site Administration" across the document. Added the "Administering SIP trunk optimization" chapter. In Release 8.1.3, updated the following sections: · Introduction · Purpose · Receiving notification in an emergency · Telephone feature buttons table In Release 8.1.2, added the following sections: · Configuring log retention period · Data Encryption · Remote key server · Data Encryption password policy · encryptionPassphrase command · Adding encryption passphrase · Changing encryption passphrase · Displaying encryption passphrase and slot assignment · Removing encryption passphrase · encryptionRemoteKey command · Adding remote key server · Removing remote key server · Displaying remote key server and slot assignment · encryptionLocalKey command · Enabling local key store · Disabling local key store · Viewing data encryption status In Release 8.1.2, updated the "Setting up CDR example" section. Updated the "Telephone feature buttons table" section. Updated the "Changing the Communication Manager IP address" section. Updated the "Signing up for PCNs and PSNs" section.
Table continues...
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Issue 2 1
Date July 2019 June 2019
Supported browsers
Summary of changes Updated the "Related Documents for AGL" section. Release 8.1
Supported browsers
The following table lists the minimum supported versions of the browsers for Avaya Aura® applications.
Supported browsers Internet Explorer
Mozilla Firefox
Microsoft Edge (Spartan) Browser (included with Windows 10) Google Chrome
7.0.x
Microsoft Internet Explorer Release 9.x, 10.x, and 11.x
Mozilla Firefox Release 37, 38, and 39
Avaya Aura® Release
7.1.x
8.0.x
Internet Explorer 11.x and later
Internet Explorer 11.x and later
Mozilla Firefox Release 48, 49, and 50
Supported only for Utility Services.
Mozilla Firefox Release 59, 60, and 61
Google Chrome 53, 54, and 55 is supported only for Utility Services.
8.1.x Internet Explorer 11.x and later
Mozilla Firefox Release 65, 66, and 67
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Chapter 2: System Basics
System login
You must log in before you can administer your system. If you are performing remote administration, you must establish a remote administration link. You can also assign the remote administration extension to a hunt group before you log in.
For information about setting up remote administration, do the following:
· Go to the Avaya Support website at http://support.avaya.com. · See Administering Avaya Aura® System Manager.
When you are not using the system, log off for security reasons.
Logging in for remote administration
Procedure 1. To set up remote administration, dial the Uniform Call Distribution (UCD) group extension number.
The UCD group extension number is assigned when you set up remote administration.
· If you are on-premises, use an extension number. · If you dial a DID number, a dedicated trunk number, or an extension, you get a data tone
or a visual confirmation. · If you dial LDN, the attendant answers. · Request for a transfer to the UCD group extension number. You receive a data tone or
visually receive an answer confirmation. · Transfer the voice call to your data terminal.
The system displays a login prompt. 2. Complete the steps for logging into the system.
For information about setting up remote administration, go to the Avaya Support website at http://support.avaya.com.
See also Enhancing System Security. For a complete description of the Security Violation Notification feature, see Security Violation Notification in Avaya Aura® Communication Manager Feature Description and Implementation.
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Out-of-Band management
Out-of-Band management
For information about Out-of-Band management feature, see Avaya Aura® Communication Manager Feature Description and Implementation.
Types of connection to the Avaya S8300E and Avaya common servers
The primary support access for system initialization, aftermarket additions, and maintenance are: · Personal computers · Service laptops with network PCMCIA cards, and a web browser
The connections to the Avaya S8300E, and Avaya common servers include: · Direct connection · Remote connection over the customer LAN · Remote connection over a modem for Communication Manager Release 5.2 or earlier
The preferred methods are a direct connection and a remote connection over the customer LAN. You can use remote connection over a modem for Avaya maintenance access only. For more information, see Avaya Aura® Communication Manager Hardware Description and Reference.
Enabling IP forwarding using Services Port VM for AVP Utilities
About this task IP Forwarding is always disabled after an installation, regardless of the mode of deployment. Use the following procedure to enable IP Forwarding.
Note: For security reasons, you must always disable IP forwarding after finishing your task. Procedure 1. Start an SSH session. 2. Log in to AVP Utilities as admin. 3. In the command line, perform one of the following:
· To enable IP forwarding, type IP_Forward enable. · To disable IP forwarding, type IP_Forward disable.
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System Basics
· To view the status of IP forwarding, type IP_Forward status. Example
IP_Forward enable Enabling IP Forwarding Looking for net.ipv4.ip_forward in /etc/sysctl.conf Status of IP Forwarding ..Enabled
Enhanced Access Security Gateway
Avaya Aura® applications support Enhanced Access Security Gateway (EASG). EASG is a PKIbased challenge-response authentication and authorization solution. Avaya uses EASG to securely access customer systems and provide support and to troubleshoot. EASG provides a secure method for Avaya services personnel to access the Avaya Aura® remotely and onsite. Access is under the control of the customer and can be enabled or disable at any time. EASG must be enabled for Avaya Services to perform tasks necessary for the ongoing support, management and optimization of the solution. EASG is also required to enable remote proactive support tools such as Avaya Expert Systems® and Avaya Healthcheck.
Login messages
The system displays either of the two messages during login: · Issue of the Day: Displays warnings to users about unauthorized access. The system displays this message before a successful login. · Message of the Day (MOTD): Informs authorized users about matters, such as upcoming outages and impending disk full conditions. The system displays this message immediately after a user logs in.
Using the Issue-of-the-Day message
About this task You can use the Communication Manager file /etc/issue.avaya that contains the sample text for the Issue of the Day message. Procedure
1. Log on to the Communication Manager server. 2. On the Command Line Interface (CLI), run the following commands:
· cp /etc/issue.avaya /etc/issue
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· cp /etc/issue.avaya /etc/issue.net
Login messages
Setting Issue-of-the-Day and Message-of-the-Day messages
About this task Use /bin/vi or /usr/share/emacs to perform the following changes: Procedure
1. To include the issue PAM module, configure etc/pam.d/mv-auth. 2. If you are using telnet to include the text for the Issue of the Day message, edit /
etc.issue and /etc.issue.net. 3. To include the text for the Message of the Day, edit etc/motd.
Message of the Day is case sensitive. You cannot use the following strings in Message of the Day: · [513] used by FPM, CMSA, VAM · 513] used by connect2 · ] used by MSA · Software Version · Login: · Password: · Challenge: · ogin · ogin: · incorrect logoin · assword · hallenge · SAT · SAT cannot be executed on a standby server When searching for the strings, white space and case are ignored. For more information on setting login messages and interaction with individual access services, see the Communication Manager Administrator Logins white paper.
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System Basics
Log off the system
For security reasons, log off every time you leave your terminal. If you use terminal emulation software to administer Communication Manager, log off the system and quit the emulation program before switching to another software package.
Logging off the system
Before you begin The system does not log off if any of the features or alarms are active. Disable any features or alarms that are active before you log off the system. Procedure
1. On the command line interface, type Logoff. 2. Press Enter. 3. At the Proceed with Logoff prompt, type y.
If you log off with the alarm origination disabled, Avaya support services do not receive alarm notifications when the system generates an alarm. For more information about alarms, see the maintenance book of your system.
User profiles and logins
Using Authentication, Authorization, and Accounting (AAA) services, you can store and maintain administrator account information on a central server. Login authentication and access authorization are administered on the central server. For information about administering user profiles and logins in AAA services, see Avaya Aura® Communication Manager Feature Description and Implementation, and Maintenance Commands for Avaya Aura®, Branch Gateways and Servers.
Establish daylight-saving rules
Use Communication Manager to set the daylight-saving time rules. Features, such as time-of-day routing and call detail recording (CDR) adjust automatically to daylight-saving time due to the rules. The correct date and time ensure that the CDR records are correct. You can set daylightsaving time rules to transition to and from daylight-saving time outside of normal business hours. Therefore, the number of affected CDR records is small.
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Establish daylight-saving rules
You can set up 15 customized rules for daylight-saving time. With this setting, Communication Manager administrators with servers in different time zones can set up a rule for each server. A daylight-saving time rule specifies the exact time when you want to transition to and from daylightsaving time. The rule also specifies the increment at which to transition, for example, 1 hour.
To establish Daylight Saving Time (DST) rules
Procedure 1. Type change daylight-savings-rules in CLI. 2. Press Enter. Rule 1 applies to all time zones in the U.S. and begins on the first Sunday on, or after March 8 at 2:00 a.m. with a 01:00 increment. Daylight Saving Time (DST) stops on the first Sunday on, or after November 1 at 2:00 a.m., also with a 01:00 increment used as a decrement when switching back to standard time. This is the default. The increment is added to standard time at the specified start time, and the clock time shifts by that increment. For example, for 01:59:00 to 01:59:59, the clock time shows 01:59, and at 02:00 the clock shows 03:00. On the stop date, the increment is subtracted from the specified stop time. For example, for 01:59:00 to 01:59:59 the clock time shows 01:59, and at 02:00 the clock shows 01:00.
Note: You cannot delete a daylight saving rule if it is in use on either the Locations or Date and Time screens. However you can change any rule except rule 0 (zero). The system displays the Daylight Saving Rules screen. 3. To add a Daylight Saving Time rule, complete the Start and Stop fields with the day, month, date, and time you want the system clock to transition to Daylight Saving Time and back to standard time. 4. Press Enter to save your changes.
Note: Whenever you change the time of day, the time zone, or daylight saving rules, you must reboot the server for the changes to take effect. See the documentation for information on rebooting the server for your system.
Displaying daylight saving time rules
Procedure 1. Type display daylight-savings-rules. 2. Press Enter.
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System Basics
The system displays the Daylight Saving Rules screen. Verify the information you entered is correct.
Set Time of Day Clock Synchronization
Using Time of Day Clock Synchronization, you can enable a server to synchronize its internal clock with the UTC time provided by Internet time servers. Avaya uses the LINUX platform system clock connected to an Internet time server to provide time synchronization. The interface for these systems is Web-based.
Administering Clock Synchronization over IP
About this task You can use Clock Synchronization over IP (CSoIP) feature on G450 Branch Gatewayand G430 Branch Gateway to provide system clocks across IP networks. Procedure
1. Configuring the synchronization reference for the gateway on page 30 2. (Optional) Configuring the synchronization reference for the BRI trunk board on page 31. 3. Setting the synchronization on page 31 4. Enabling the synchronization on page 31 5. Configuring the IP synchronization on page 32 6. Configuring the IP synchronization for the gateway on page 32 7. Configuring the IP synchronization for the network region on page 32
Configuring the synchronization reference for the gateway
Procedure 1. Type list synchronization media-gateway to determine if any gateway is set up for synchronization. 2. Type change synchronization media-gateway n, where n is the number of the gateway that requires synchronization. 3. In the Primary field, type the location of T1 media module. Obtain this location from the media modules available for the Synchronization list. Ensure that you choose a working synchronization source.
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Administering Clock Synchronization over IP
4. (Optional) In the Secondary field, type the location of T2 media module. 5. Select Enter to save the changes.
Configuring the synchronization reference for the BRI trunk board
About this task Use this procedure only for the configurations that use BRI trunks. Procedure
1. Type change bri-trunk-board n, where n is the board location that you want to set up as a synchronization source.
2. Set the Synch Source field to y. 3. Select Enter to save the changes.
Setting the synchronization
About this task Use this procedure to set a synchronization-capable circuit pack as the reference source for system synchronization signals. Synchronization-capable circuit packs include:
· DS1 trunks · BRI trunks · IP Server Interfaces (IPSIs) · Circuit Emulation Services (CES) · Tone-Clocks Procedure Type set synchronization n, where n is the Tone-Clock location or the synchronization source location.
Enabling the synchronization
About this task Use this procedure only if you have previously turned off the synchronization by disable synchronization. Use this procedure to return the control of selection of the synchronization source to the Synchronization Maintenance subsystem. Procedure Type enable synchronization media-gateway n, where n is the number of the gateway.
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System Basics
Configuring the IP synchronization
Procedure 1. Type change system-parameters features. 2. Click Next until you see the IP Parameters section. 3. Set the Synchronization over IP field to y. 4. Save the changes.
Configuring the IP synchronization for the gateway
Procedure 1. Type change media-gateway n, where n is the number of the gateway for which you want to enable IP synchronization. 2. Set the Use for IP Sync field to y. If you do not want to configure the gateway to synchronize with other gateways in the network, set the field to n. 3. Select Enter to save the changes.
Configuring the IP synchronization for the network region
Procedure 1. Type change ip-network-region n, where n is the network region number in which you want to enable IP synchronization. 2. Click Next until you see the Inter Network Region Connection Management screen. 3. Set the Sync field to y. If you do not want to configure the region to synchronize with other network regions, set the field to n. 4. Save the changes.
Disabling synchronization
About this task Use this procedure to prevent switching between clock sources. Procedure Type disable synchronization media-gateway n, where n is the number of the gateway.
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Setting up the network time protocol
Setting up the network time protocol
Procedure 1. Log in to Communication Manager System Management Interface as craft. 2. On the Administration menu, click Server (Maintenance). 3. In the left navigation pane, click Server Configuration > NTP Configuration. The system displays the Network Time Protocol (NTP) Configuration page. 4. Enable or disable the NTP mode. 5. In NTP Servers, type the primary server, secondary server (Optional), and tertiary server (Optional) details. 6. Click Apply.
Using the bulletin board
Use Communication Manager to post information to a bulletin board. You can also display and print messages from other Avaya server administrators and Avaya personnel using the bulletin board. Anyone with the appropriate permissions can use the bulletin board for messages. Only one user can post or change a message at a time. Whenever you log in, the system alerts you if you have any messages on the bulletin board and the date of the latest message. Also, if Avaya personnel post high-priority messages while you are logged in, you receive notification the next time you enter a command. The system does not display this notification after you enter another command and reoccurs at login until deleted by Avaya personnel. You maintain the bulletin board by deleting messages you have already read. You cannot delete high-priority messages. If the bulletin board is at 80% or more capacity, the system displays a message at login indicating how much of its capacity is currently used (for example, 84%). If the bulletin board reaches maximum capacity, new messages overwrite the oldest messages.
Note: The bulletin board does not lose information during a system reset at level 1. If you save translations, the information can be restored if a system reset occurs at levels 3, 4, or 5.
Displaying messages
Procedure 1. Type display bulletin-board. 2. Press Enter.
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System Basics
The system displays the Bulletin Board screen.
Posting a message
About this task Post a message to the bulletin board. The message can be about a problem related to a new trunk group. A representative from Avaya will reply to your message. Procedure
1. Type change bulletin-board. 2. Press Enter.
The Bulletin Board screen displays. The message space within the bulletin board contains three pages. The first page has 19 lines, however you can only enter text on lines 11-19. The first 10 lines on page 1 are for high-priority messages from Avaya personnel, and these are noted with an asterisk (*). The second and third pages each have 20 lines, and you can enter text on any of these lines. The system automatically enters the date the message was posted or last changed to the right of each message line. 3. Type your message. You can enter up to 40 characters of text for each line. You also can enter one blank line. If you enter more than one blank line, the system consolidates them and displays only one. The system also deletes any blank line if it is line 1 of any page. You cannot indent text on the bulletin board. The Tab key moves the cursor to the next line. 4. Save the changes.
Deleting messages
Procedure 1. Type change bulletin-board. 2. Press Enter. The system displays the Bulletin Board screen. 3. Enter a space as the first character on each line of the message you want to delete. 4. Press Enter. 5. Save the changes.
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Save translations
Save translations
Use save translation to commit the active server translations (volatile) in memory to a file (non-volatile). The translation will either complete or fail. For Linux platforms, a filesync process copies the translation file to the standby server. All translation data is kept in volatile system memory or on the hard drive during normal operation. In the event of a power outage or certain system failures, data in memory is lost. Save translation stores on disk the translation data currently in memory. When a SAT user issues save translation on a duplicated system, translations are saved on both the active and standby servers. If an update of the standby server is already in progress, subsequent save translation commands fail with the message save translations has a command conflict. The save translation command does not run and the system displays an error message in the following cases:
· An administration command changes the translation data. · The Communication Manager Web interface Pre-Upgrade Step locks the translations. Run save translation as part of scheduled background maintenance or on demand. For information on the save translation command and the command syntax descriptions, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Performing backups
For information on performing backups to your system, see Maintenance Procedures forMaintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Changing the Communication Manager IP Address
About this task If you want to shift the Communication Manager from one network location to another network location, then you must change the IP address of the Communication Manager. After changing the IP address on Communication Manager, you must change the IP address of the Communication Manager virtual machine in the vCenter vApp options section. Procedure
1. Log in to Communication Manager System Management Interface.
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System Basics
2. On the Administration menu, click Server (Maintenance). 3. In the left navigation pane, click Server Configuration > Network Configuration.
The Network Configuration page appears. 4. In the IP Configuration field, type the IP address of the new network location. 5. Click Restart CM.
System displays a message confirming to restart. You must restart the server for the changes to take effect. 6. Click Restart Now or Restart Later.
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Chapter 3: System Planning
Communication Manager consists of hardware to perform call processing, and the software to make it run. You use the administration interface to let the system know what hardware you have, where it is located, and what you want the software to do with it. You can find out which circuit packs are in the system and which ports are available by entering the command list configuration. All there are variations on this command that display different types of configuration information. Use the help function to experiment, and see which command works for you.
System configuration
Planning Your System At a very basic level, Communication Manager consists of hardware to perform call processing and the software to make it run. You use the administration interface to check what hardware you have, where it is located, and what you want the software to do with it. You can find out which circuit packs are in the system and which ports are available by entering the command list configuration. There are variations on this command that display different types of configuration information. Use the help function to experiment and see which command works for you. To view a list of port boards on your system:
1. Type list configuration port-network. 2. Press Enter. You will find many sections in the administration interface where you will be asked to enter a port or slot. The port or slot is an address that describes the physical location of the equipment you are using. A port address consists of four parts:
cabinet the main housing for all the server equipment. Cabinets are numbered starting with 01.
carrier the rack within the cabinet that holds a row of circuit packs. Each carrier within a cabinet has a letter: A to E.
slot
the space in the carrier that holds an individual circuit pack. Slots are numbered
01-16.
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System Planning
port the wire that is connected to an individual piece of equipment (such as a telephone or data module). The number of ports on a circuit pack varies depending on the type.
Therefore if you have a single-carrier cabinet, the circuit pack in slot 06 would have the address 01A06. If you want to attach a telephone to the 3rd port on this board, the port address is 01A0603 (01=cabinet, A=carrier, 06=slot, 03=port).
Viewing a list of port boards
Procedure 1. Go to the administration interface. 2. Enter list configuration port-network. The System Configuration screen shows all the boards on your system that are available for connecting telephones, trunks, data modules, and other equipment. You can see the board number, board type, circuit-pack type, and status of each port on the board. The u entries on this screen indicate unused ports that are available for you to administer. These might also appear as p or t, depending on settings in your system.
Understanding equipment addressing
Where addressing is used You must enter a port or a slot in many sections in the administration interface. The port or slot is an address that describes the physical location of the equipment you are using. Address format A port address consists of four parts:
· Cabinet: The main housing for all the server equipment. Cabinets are numbered starting with 01.
· Carrier: The rack within the cabinet that holds a row of circuit packs. Each carrier within a cabinet has a letter: A to E.
· Slot: The space in the carrier that holds an individual circuit pack. Slots are numbered 01-16. · Port: The wire that is connected to an individual piece of equipment (such as a telephone or
data module). The number of ports on a circuit pack varies depending on the type. Example So, if you have a single-carrier cabinet, the address of the circuit pack in slot 06 is 01A06. If you want to attach a telephone to the third port on this board, the port address is 01A0603 (01=cabinet, A=carrier, 06=slot, 03=port).
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Communication Manager server separation
Communication Manager server separation
In earlier releases, Communication Manager duplex configurations required a cable for connecting two Communication Manager instances with dedicated Communication Manager server hardware. Starting from Communication Manager Release 7.1 and later, you can physically separate the Communication Manager duplex instances. For server separation support, the duplex servers must be in the same availability zone (AZ) to ensure that both the servers are in the same subnet. Availability zone also allows high-availability (HA) protecting the application from datacenter failures. Following are the minimum requirements for software duplex connectivity that must be met between the two Communication Manager instances:
· Total capacity must be 1 Gbps or more. · Round-trip packet loss must be 0.1% or less. · Round trip delay must be 60 ms when Application Enablement Services is not configured and
30 ms when Application Enablement Services is configured. · The duplication ports of both servers must be on the same LAN/IP subnet. · Duplication link encryption must be disabled for the busy-hour call rates that results in greater
than 40% CPU occupancy. · CPU occupancy on the active server must be less than 65% to allow memory refresh from
the active to standby server.
Dial plan
Dial Plan
The system interprets dialed digits based on the dial plan. If you dial 9 on your system to access an outside line, the system finds an external trunk for that number because the dial plan is set that way. The dial plan also defines the number of digits that indicate certain types of calls. For example, the dial plan might indicate that all internal extensions are four-digit numbers that start with either 1 or 2. An example will illustrate how to read the dial plan of your system.
Note: In Communication Manager 8.0 the maximum length of a displayed extension (including punctuation) is 16 characters. Dial plan access table The Dial Plan Analysis Table defines the dialing plan for your system. The Call Type column in the Dial Plan Analysis Table indicates what the system does when a user dials the digit or digits
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System Planning
indicated in the Dialed String column. The Total Length column indicates how long the dialed string will be for each type of call. Dial plan parameters table The Dial Plan Analysis table and the Dial Plan Parameters table define your dial plan. You can set system-wide parameters for your dial plan, or define a Dial Plan Parameters table according to each location. Uniform dial plan To Administer a Uniform Dial Plan, you can set up a Uniform Dialing Plan that can be shared among a group of servers. For more information, see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Displaying your dial plan
Procedure 1. Go to the administration interface. 2. Enter display dialplan analysis or display dialplan analysis location n, where n represents the number of a specific location. 3. Press Enter to save your changes.
Modifying your dial plan
Procedure 1. Go to the administration interface. 2. Enter change dialplan analysis or display dialplan analysis location n, where n represents the number of a specific location. Press Enter. 3. Move the cursor to an empty row. 4. Type 7 in the Dialed String column. Press Tab to move to the next field. 5. Type 3 in the Total Length column. Press Tab to move to the next field. 6. Type dac in the Call Type column. 7. Press Enter to save your changes.
Adding extension ranges
About this task As your requirements increase, you might want a new set of extensions. Before you can assign a station to an extension, the extension must belong to a range that is defined in the dial plan.
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Dial plan
As an example, add a new set of extensions that start with 3 each and are four-digit long (3000 to 3999). Procedure
1. Go to the administration interface. 2. Enter change dialplan analysis or change dialplan analysis location n,
where n represents the number of a specific location. Press Enter. 3. Move the cursor to an empty row. 4. Type 3 in the Dialed String column. Click Tab to move to the next field. 5. Type 4 in the Total Length column. Press Tab to move to the next field. 6. Type ext in the Call Type column. 7. To save your changes, press Enter.
Multi-location dial plan
A customer migrates from a multiple independent node network to a single distributed server. The gateways of the single distributed server are distributed across a data network. It may initially appear as if some dial plan functions are no longer available. The multi-location dial plan feature preserves dial plan uniqueness for extensions and attendants. The extensions and attendants were provided in a multiple independent node network. However, they appear to be unavailable when customers migrate to a single distributed server. Example In a multi-location department store, each location has its own switch in a multiple independent node network. The same extension is used to represent a specific department across all stores. For example, extension 123 is assigned to the luggage department in all stores. If the customer migrates to a single distributed server, a user can no longer dial 123 to reach the luggage department in the store of their preferred location. To do this, the user must dial the complete extension to connect to the proper department. In a similar scenario, using the multi-location dial plan feature, a user can dial a shorter version of the extension in place of the complete extension. For example, a customer can continue to dial 123 instead of 222-123. Communication Manager takes leading digits of the location prefix, and adds some or all to the front of the dialed number as specified on the Uniform Dial Plan screen. The switch routes the call based on the analysis of the entire dialed string and the administration posted on the Dial Plan Parameters and Dial Plan Analysis screens.
Note: To administer the multi-location dial plan feature, set the Multiple Locations field to y on the System Parameters Customer Options (Optional Features) screen. To check if this is enabled, use the display system-parameters customer-options command.
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System Planning
Location numbers
The equipment gets location numbers as follows: · IP telephones obtain their location numbers indirectly. A location number is administered on the IP Network Region screen that applies to all the telephones in that IP region. · Non-IP telephones and trunks inherit the location numbers of the hardware they are connected to, such as the cabinet, remote office, or gateway. · IP trunks obtain their location from the location of the associated signaling group. Direct administration, which is only possible for signaling groups for remote offices or the methods described for IP telephones above determine the location.
Location administration A location number administered on the IP Network Region screen applies to all telephones in that IP region. If a Location field is left blank on an IP Network Region screen, an IP telephone derives its location from the cabinet. The CLAN board is located in the cabinet and the telephone is registered to it. For information on how to administer the location per station, see the Administer location per station on page 144 section. For information on the description of the Location field on the Stations with Off-PBX Telephone Integration screen, see the Avaya Aura® Communication Manager Screen Reference.
Prepending the location prefix to dialed numbers
About this task To assign the location prefix from the caller's location on the Locations screen, complete the following steps: Procedure
1. Go to the administration interface. 2. Enter change uniform-dialplan. 3. In the Insert Digits field, enter digits between 0-9 or enter an Ln string, where n is a digit
between 1-11. The Ln entry accepts only the first n digits from the Prefix assigned to the calling party's location on the Locations screen. The Ln entry is used for short-to-long mapping. For example, the Ln entry is used to convert a short number, such as 83529 to a long number, such as 1303-538-3529. However if you have more than one prefix assigned per location, use the Calltype Analysis screen.
Note: If you are entering an Ln string, ensure that the Multiple Locations field is enabled on the system-parameters customer-options screen. 4. Press Enter to save your changes.
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Dial plan
The system adds some or all the leading digits to the front of the dialed number as specified on the Uniform Dial Plan screen. The system then routes the call based on the analysis of the entire dialed string and the administration on the Dial Plan Parameters screen.
Other options for the dial plan
You can set up different options by using the dial plan. For example, you can establish a dial plan to enable users to dial only a single digit to reach another extension. Using another dial plan, users can dial two digits to reach one extension, and three digits to reach another. This is particularly useful in the hospitality industry, where users can simply dial a room number to reach another guest. If you have Communication Manager 5.0 or later, you can administer dial plans for each location. To access a per location screen, type change dialplan analysis location n, where n represents the number of a specific location. For details on command options, see online help, or Maintenance Commands for Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Feature access codes
Users can use Feature Access Codes (FAC) to activate and deactivate features from their telephones. A user who knows the FAC for a feature does not need a programmed button to use the feature. For example, if the FAC for the Last Number Dialed is *33, then users can re-dial a telephone number by entering the FAC, rather than requiring a Last Number Dialed button. Many features already have factory-set feature access codes. You can use these default codes, or you can change them to codes that make more sense to you. However every FAC must conform to your dial plan and must be unique.
Adding feature access codes
About this task As your requirements change, you might want to add a new set of FAC for your system. Before you can assign an FAC on the Feature Access Code screen, it must conform to your dial plan. In the above example, if you want to assign a feature access code of 33 to Last Number Dialed, you need to first add a new FAC range to the dial plan. Complete the following steps to add an FAC range from 30 to 39. Procedure
1. Go to the administration interface. 2. Enter change dialplan analysis or change dialplan analysis location n,
where n represents the number of a specific location. Press Enter.
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System Planning
The system displays the Dial Plan Analysis screen. 3. On the Dial Plan Analysis screen, move the cursor to an empty row. 4. Type 3 in the Dialed String column, and then tab to the next field. 5. Type 2 in the Total Length column, and then tab to the next field. 6. Type FAC in the Call Type column. 7. Press Enter to save your changes.
Changing feature access codes
About this task If you try to enter a code that is assigned to a feature, the system warns you of the duplicate code and you cannot proceed until you change one of them.
Tip: To remove an FAC, delete the existing FAC and leave the field blank. For example, to change the FAC for Call Park to *72, perform the following procedure: Procedure 1. Go to the administration interface. 2. Enter change feature-access-codes. 3. Press Enter
The system displays the Feature Access Code (FAC) screen. 4. On the Feature Access Code (FAC) screen, type the new code *72 over the old field in the
Call Park Access Code field. 5. Press Enter to save your changes.
Administering Dial Plan Transparency
The Dial Plan Transparency (DPT) feature preserves users' dialing patterns when a gateway registers with a Survivable Remote Server (Local Survivable Processor), or when a Port Network requests service from a Survivable Core Server (Enterprise Survivable Server). Note that this feature does not provide alternate routing for calls made between Port Networks connected through networks other than IP (for example, ATM or DS1C), and that register to different Survivable Core Servers during a network outage. DPT is similar to setting up Inter-Gateway Alternate Routing (IGAR). You must first enable the DPT feature, then set up Network Regions and trunk resources for handling the DPT calls. For Survivable Core Servers, you must also assign Port Networks to communities. The following table shows the screens and field used in setting up DPT:
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Control the features your users can access
Screen Name Feature-Related System Parameters
IP Network Region System Parameters-ESS
Purpose
Fields
· Enable the DPT feature for your system.
· Indicate the Class of Restriction (COR) to use for the DPT feature.
· Enable DPT in Survivable Mode · COR to use for DPT
Administer the DPT feature for Network Regions.
· Incoming LDN Extension · DPT in Survivable Mode
Enter the community assignments Community for each Port Network.
For more information about DPT, see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Control the features your users can access
Class of service and class of restriction give you great flexibility with what you allow users to do. If you are in doubt about the potential security risks associated with a particular permission, visit the Avaya Support website at http://support.avaya.com. Features and functions Communication Manager offers a wide range of features and functions. that can be administered differently from one user to the next. For example, you can give one user a certain set of telephone buttons, and the next user a completely different set, depending on what each person needs to get his/her job done. You decide on these things as you administer the telephones for these individuals. Class of service Often, groups of users need access to the same sets of Communication Manager features. You can establish several classes of service (COS) definitions that are collections of feature access permissions. Now, a user's telephone set can be granted a set of feature permissions by simply assigning it a COS. Class of restriction Class of restriction (COR) is another mechanism for assigning collections of capabilities. COR and COS do not overlap in the access or restrictions they control.
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System Planning
Enabling system wide settings
About this task There are some settings that you enable or disable for the entire system, and these settings affect every user. You can check the various System Parameters screens and decide which settings best meet the needs of your users. Procedure
1. To see a list of the different types of parameters that control your system, type display system parameters. Press Help. You can change some of these parameters on your own.
2. Type change system-parameters. 3. Press Help to see which types of parameters you can change.
In some cases, an Avaya technical support representative is the only person who can make changes, such as to the System-Parameters Customer-Options screen. 4. In the system, type list usage to see all the instances of an object, such as an extension or IP address. This is useful when you attempt to change administration and receive an in use error. For more information, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Changing system parameters
About this task You can modify the system parameters that are associated with some of the system features. For example, you can use the system parameters to play music if callers are on hold or to provide trunk-to-trunk transfers on the system. Generally, Avaya sets your system parameters when your system is installed. However, you can change these parameters as your organizational needs. As an example, to change the number of rings between each point for new coverage paths from 4 to 2 rings, complete the following steps: Procedure
1. Go to the administration interface. 2. Enter change system-parameters coverage/forwarding. 3. Press Enter.
The system displays the System Parameters Call Coverage/Call Forwarding screen.
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WAN Bandwidth Limits between Network Regions
4. In the Local Coverage Subsequent Redirection/CFWD No Answer Interval field, type 2.
5. Press Enter to save your changes. Each telephone in a Call Coverage path now rings twice before the call routes to the next coverage point. The Local Cvg Subsequent Redirection/CFWD No Ans Interval field also controls the number of rings before the call is forwarded when you use Call Forwarding for busy/do not answer calls. This applies only to calls covered or forwarded to local extensions. Use Off-Net to set the number of rings for calls forwarded to public network extensions.
WAN Bandwidth Limits between Network Regions
Bandwidth limits Using the Communication Manager Call Admission Control: Bandwidth Limitation (CAC-BL) feature, you can specify a VoIP bandwidth limit between any pair of IP network regions. You can also deny calls that need to be carried over the WAN link that exceed that bandwidth limit. Bandwidth limits can be administered in terms of:
· Kbit/sec WAN facilities · Mbit/sec WAN facilities · Explicit number of connections · No limit
Considerations for WAN bandwidth administration
Collect design information It is highly recommended that you have the following design information before setting the bandwidth limits and mapping the connections:
· Network topology and WAN link infrastructure. · An understanding of the Committed Information Rate (CIR) for the WAN infrastructure. · Overlay/design of the Network Regions mapped to the existing topology. · Codec sets administered in the system. · Bandwidth is full duplex. Typical bandwidth usage The following table can be used to help assess how much bandwidth (in Kbits/sec) is used for various types of codecs and packet sizes. The values shown have a 7byte L2 WAN header (and are rounded up).
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System Planning
Packet Size G.711 G.729 G.723-6.3 G.723-5.3 G.722.2
10 ms 102 46 NA NA NA
20 ms 83 27 NA NA 43
30 ms 77 21 19 18 NA
40 ms 74 18 NA NA 34
50 ms 72 16 NA NA NA
20 ms 71 15 13 12 31
These values are not significantly different from the actual bandwidth used for 8byte L2 WAN headers and 10byte L2 WAN headers. In some cases, the rounded up values shown above are greater than the values used for 10 bytes. The bandwidth usage numbers shown above have 6 bytes for Multilink Point-to-Point Protocol (MP) or Frame Relay Forum (FRF), 12 Layer 2 (L2) header, and 1byte for the end-of-frame flag on MP and Frame Relay frames for a total of 7byte headers only. They do not account for silence suppression or header compression techniques, which might reduce the actual bandwidth. For other types of networks (such as Ethernet or ATM) or for cases where there is a lot of silence suppression or header compression being used, the network is modeled by administering the CAC-BL limits in terms of number of connections rather than bandwidth used.
Setting bandwidth limits between directly connected network regions
Procedure
1. Enter change ip-network region <n>, where n is the region number you want to administer.
2. On the IP Network Region screen, scroll to page 3 titled Inter Network Region Connection Management.
3. In the codec-set field, enter the number (1-7) of the codec set to be used between the two regions.
4. In the Direct WAN field, enter y.
5. In the WAN-BW-limits field, enter the number and unit of measure (Calls, Kbits, Mbits, No Limit) that you want to use for bandwidth limitation.
6. Press Enter to save your changes.
Administering Denied or Invalid Calls
About this task You can administer your system to reroute denied or invalid calls to an announcement, the attendant, or to the vector directory number.
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Music-on-hold
The following calls are rerouted. · All outward restricted call attempts to routed to an announcement at extension 2040. · All incoming calls that are denied to routed to the attendant. · All invalid dialed numbers are routed to an announcement at extension 2045. · All invalid incoming calls are routed to a vdn at 2050.
The steps for the rerouting are as follows: Procedure
1. Enter change system-parameters features. The system displays the Feature-Related System Parameters screen.
2. In the Controlled Outward Restriction Intercept Treatment field, type announcement. The system displays a blank field.
3. In the blank field, type 2040. This is the extension of an announcement you recorded earlier.
4. In the DID/Tie/ISDN Intercept Treatment field, type attd. The attendant uses this to handle incoming calls that have been denied.
5. In the Invalid Number Dialed Intercept field, type announcement. The system displays a blank field.
6. In the blank field, type 2045. This is the extension of an announcement you recorded earlier.
7. In the DID/Tie/ISDN Intercept Treatment field on Page 1, type vdn. The system displays a blank field.
8. In the blank field, type 2050. This routes all incoming invalid calls to the specified vector directory number. For more information on how to create VDN, see Adding a Vector Directory Number.
9. Save the changes.
Music-on-hold
Music-on-Hold automatically provides music to a caller placed on hold. Music lets the caller know that the connection is still active. The system does not provide music to callers in a multiple-party connection who are in queue, on hold, or parked. Avaya Aura® Media Server is used as a repository for announcements and music sources for the Music-on-hold feature.
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System Planning
For more information on locally sourced Music-on-Hold, see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205. Locally sourced announcements and music The Locally Sourced Announcements and Music feature is based on the concept of audio source groups. Use this feature to provide announcement and music sources to be located on any or all of the Voice Announcement with LAN (VAL) boards or on virtual VALs (vVAL) in a gateway. The VAL or vVAL boards are assigned to an audio group. The audio group is then assigned to an announcement or audio extension as a group sourced location. When an incoming call requires an announcement or Music-on-Hold, the audio source that is closest to the incoming call trunk plays. Storing audio locally minimizes audio distortion because the audio is located within the same port network or gateway as the caller. Therefore, this feature improves the quality of announcements and music on hold. This feature also reduces resource usage, such as VoIP resources, because the nearest available audio source of an announcement or music is played. Locally Sourced Announcements and Music also provides a backup for audio sources because multiple copies of the audio files are stored in multiple locations. Audio sources are assigned either to an audio group or a Music-on-Hold group. Audio groups An audio group is a collection of identical announcements or music recordings stored on one or more VAL or vVAL boards. The audio group can contain announcements and music. The nearest recording to a call plays for that call. With centralized SIP trunking, the chances of having the closest audio source to the caller at the main or survivable core data centers are high. For playback to occur in survivable mode, remote gateways must be configured with the announcement and music files. So, it is recommended that Audio Groups are configured to ensure the solution is capable of playing announcements and music, regardless of the survivability status of the system. For example: if a solution consists of a main data center with media server, survivable core data center with media server and survivable remote with gateway, then an audio group containing the three audio source locations of a media server from each data center and the remote gateway should be constructed. This ensures playback capability regardless of whether the solution is in normal or rainy day mode. Music-on-hold groups A Music-on-Hold (MOH) group is a collection of externally connected and continuously playing identical music sources. An example of a Music-on-Hold source is a radio station connected to a gateway using an analog station port. Multiple Music-on-Hold sources can be used in the same system. Like the audio group, the nearest music source to a call plays for that call. Music-on-hold sources As with the Music-on-Hold feature, only one music source is defined for a system or for a tenant partition. However, you can define a music source as a group of Music-on-Hold sources. Therefore, both non-tenant and tenant systems can use the group concept to distribute Music-onHold sources throughout a system.
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Music-on-hold
Adding an audio group
Procedure 1. Enter add audio-group n, where n is the group number you want to assign to this audio group. To assign the next available audio group number in the system, enter add audio-group n next. The system displays the Audio Group screen. 2. In the Group Name field, type an identifier name for the group. 3. In the Audio Source Location fields, type in the VAL boards, vVAL location designators, or the media server for each audio source in the audio group. 4. Press Enter to save your changes.
Adding a Music-on-Hold group
Procedure 1. Enter add moh-analog-group n, where n is the Music-on-Hold group number. The system displays the MOH Group screen. 2. In the Group Name field, type in an identifier name for the Music-on-Hold group. 3. In the MOH Source Location numbered fields, type in the Music-on-Hold VAL or vVAL source locations. 4. Press Enter to save your changes.
Setting music-on-hold system parameters
About this task You must administer the Music-on-Hold (MOH) feature at the system level for local callers and incoming trunk callers to hear music while on hold.
Note: If your system uses Tenant Partitioning, follow the instructions in "Providing music-on-hold service for multiple tenants" instead of the instructions below. Procedure 1. Enter change system-parameters features.
The system displays the Feature-Related System Parameters screen. 2. In the Music/Tone On Hold field, type music.
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System Planning
The system displays the Type field. 3. In the Type field, enter the type of music source you want to use for MOH: an extension
(ext), an audio group (group), or a port on a circuit pack (port). 4. In the text field that the system displays to the right of your Type selection, type the
extension number, the audio group, or the port address of the music source. 5. In the Music (or Silence) on Transferred Trunk Calls field, type all. 6. Press Enter to save your changes. 7. Now administer a class of restriction with Hear System Music on Hold set to y for local
users to hear Music-on-Hold.
Providing music-on-hold service for multiple tenants
Before you begin Before you can administer tenants in your system, Tenant Partitioning must be set to y on the System-Parameters Customer-Options screen. This setting is controlled by your license file. About this task If you manage the switching system for an entire office building, you might need to provide individualized telephone service for each of the firms who are tenants. You can set up your system so that each tenant can have its own attendant, and can chose to have music or play special announcements while callers are on hold. The following example illustrates how to administer the system for one tenant to play Country music for callers on hold, and another to play Classical music. Procedure
1. Enter change music-sources on the administration interface. 2. For Source No 1, enter music in the Type column.
The system displays a Type field under the Source column. 3. In the Type field, enter port.
The system displays a blank text field. 4. Enter the port number, 01A1001 in this case, in the text field. 5. In the description field, enter Country. 6. Move to Source 3, and enter music in the Type column, port in the Type field, 01A1003
for the port number, and Classical for the Description. 7. Press Enter to save your changes. 8. Enter change tenant 1.
The system displays the Tenant screen.
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Receiving Notification in an Emergency
9. In the Tenant Description field, type Dentist. The system identifies the client in this partition.
10. In the Attendant Group field, type the attendant group number.
Note: The attendant group number must also appear in the Group field of the Attendant Console screen for this tenant. 11. In the Music Source field, type 1. Callers to this tenant hear country music while on hold. 12. Press Enter to save your changes. 13. To administer the next partition, enter change tenant 2. 14. Administer this tenant, Insurance Agent, to use Attendant Group 2 and Music Source 3. Be sure to change the Attendant Console screen so that this attendant is in group 2. The callers of this tenant hear classical music on hold.
Receiving Notification in an Emergency
If one of your user calls an emergency service, someone for e.g. the front desk or receptionist of the building should get the caller information. So when the emergency personnel arrives, receptionist can use the caller information and identify the user. You can set up Communication Manager to alert the attendant and up to ten other extensions whenever an end-user dials an emergency number. The display on the receptionist's telephone shows the name and the number of the person who placed the emergency call. The telephone also ring with a siren-type alarm, which receptionist must acknowledge to cancel.
Note: You must decide if you want one user to be able to acknowledge an alert, or if all users must respond before an alert is canceled. Verify that the ARS field is y on the System Parameters Customer-Options (Optional Features) screen. Ensure that the extensions you notify belong to physical digital-display telephones. When you assign crisis alert buttons to the telephones, check the Type field on the Station screen to be sure you are not using a virtual extension. Refer to Telephone Reference for a list of telephone types. About this task The following example illustrates how to set up the system to notify the attendant and the security guards at all 3 entrances when someone dials the emergency number 5555. All three guards must acknowledge the alert before it is silent.
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System Planning
Procedure 1. Type change ars analysis n on Administration interface. Press Enter. The system displays the ARS Digit Analysis Table screen. 2. In the Dialed String field, type 5555. 5555 is the number in our example that end-users dial to reach emergency services. 3. In the Total Min and Max fields, type 4. In this example, the user must dial all 4 digits for the call to be treated as an emergency call. 4. In the Route Pattern field, type 1. In this example, use route pattern 1 for local calls. 5. In the Call Type field, type alrt. The system identifies the dialed string 5555 as one that activates emergency notification. 6. Press Enter to save your changes. Now set up the attendant console to receive emergency notification. 7. Type change attendant 1. Press Enter. The system displays the Attendant Console screen. 8. In the feature button area, assign a crss-alert button. 9. Press Enter to save your changes.
10. Assign a crss-alert button to each security guard's telephone. You cannot assign this button to a soft key. Finally, ensure that all security personnel and the attendant must acknowledge the alert.
11. Type change system-parameters crisis-alert. Press Enter. The system displays the Crisis Alert System Parameters screen.
12. Go to the Every User Responds field and type y. 13. In the SNMP Inform to Notify Adjunct When DCP and H.323 Stations Go In-Service
field, do the following: · If you have DCP or H.323 phones and Emergency Location Management Solution, type
y. · If you do not have DCP or H.323 phones, or Emergency Location Management Solution,
leave this field as n. When a DCP station comes into service, or a H.323 station registers, the Communication Manager sends SNMP messages to a trap receiver.
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Notifying a digital pager of an Emergency
14. (Optional) In the SNMP Inform to Notify Adjunct When SIP Station Dials Emergency Call field, do the following: · If you have configured Emergency Location Management Solution as an ELIN server with Session Manager, leave this field as n. · If you have Emergency Location Management Solution, but have not configured it as an ELIN server, type y. For more information on administering the ELIN server, see Administering Avaya Aura® Session Manager. When a SIP station places an emergency call, the Communication Manager sends SNMP messages to a trap receiver.
15. Press Enter to save your changes.
Notifying a digital pager of an Emergency
You as a system administrator have the option of re-routing your emergency calls to a digital pager. When someone dials an emergency number (for example, 911), the system sends the extension and location (that originated the emergency call) to the administered pager. Before you begin
· Administer a crss-alert button on one of the following: - For Attendant Console, use the change attendant command - For Digital telephone set, use the change station command
· In the ARS Digit Analysis Table, set the emergency numbers in the Call Type column to alrt (crisis alert).
· You need a digital numeric pager. Procedure
1. Type change system-parameters crisis-alert. The system displays the Crisis Alert System Parameters screen.
2. Press Enter. 3. In the Alert Pager field, type y.
With this setting, you can use the Crisis Alert to a Digital Pager feature and causes an additional crisis alert administration fields to appear. 4. In the Originating Extension field, type a valid, unused extension to send the crisis alert message. As an example, type 7768. 5. In the Crisis Alert Code field, type 911. This is the number used to call the crisis alert pager.
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System Planning
6. In the Retries field, type 5. This is the number of additional times the system tries to send out the alert message in case of an unsuccessful attempt.
7. In the Retry Interval (sec) field, type 30. This is the length of time between retries.
8. In the Main Number field, type the number to display at the end of the pager message, such as 303-555-0800.
9. In the Pager Number field, type the number for the pager, such as 303-555-9001. 10. In the Pin Number field, type pp77614567890.
This is the PIN, if required, for the pager. Insert any pause digits (pp) as needed to wait for announcements from the pager service to complete before sending the PIN. 11. In the DTMF Duration - Tone (msec) field, type 100. This is the duration the DTMF tone is heard for each digit. 12. In the Pause (msec) field, type 100. This is the duration between DTMF tones for each digit. 13. Save the changes. For more information about Crisis Alert feature, see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Other useful settings
Many settings control how your system operates and how your users telephones work. You can administer most of these settings through one of the System Parameters screens. This section describes a few items you can enable in your system to help your users work more efficiently. For a more detailed description of the available settings, see Feature-Related System Parameters.
Automatic callback if an extension is busy
You can allow users to request that the system call them back if they call a user whose telephone is busy. For more information about the Automatic Callback feature, see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
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Controlling users calls
Automatic hold
You can set a system-wide parameter for users to initiate a call on a second line without putting the first call on hold. This is called Automatic Hold, and you enable it on the Feature-Related System Parameters screen. If you do not enable this feature, the active call drops when the user presses the second line button.
Bridging to a call that has gone to coverage
You can allow users to bridge to a call that rings at their extension and then goes to coverage before they answer. For more information about Temporary Bridged Appearance feature, see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Distinctive ringing
You can establish different ringing patterns for different types of calls. For example, you can administer your system so that internal calls ring differently from external calls or priority calls. For more information about the Distinctive Ringing feature, see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Warning when telephones are off-hook
You can administer the system so that if a telephone remains off-hook for a given length of time, Communication Manager sends out a warning. This is particularly useful in hospitals, where the telephone being off-hook might be an indication of trouble with a patient.
Warning users if their calls are redirected
You can warn analog telephone users if they have features active that might redirect calls. For example, if the user has activated Send All calls or Call Forwarding, you can administer the system to play a special dial tone when the user goes off-hook. For more information about Distinctive Ringing, see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Controlling users calls
Communication Manager provides several ways for you to restrict the types of calls your users can make, and the features that they can access.
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You can use class of restriction (COR) to define the types of calls your users can place and receive. Your system might have only a single COR, a COR with no restrictions, or as many CORs as necessary to affect the required restrictions. You will see the COR field in many different places throughout Communication Manager when administering telephones, trunks, agent logins, and data modules, to name a few. You must enter a COR on these screens, although you control the level of restriction the COR provides.
Strategies for assigning CORs
The best strategy is to make it as simple as possible for you and your staff to know which COR to assign when administering your system. You can create a unique COR for each type of user or facility, for example, call center agents, account executives, administrative assistants, Wide Area Telecommunications Service (WATS) trunks, paging zones, or data modules. You can also create a unique COR for each type of restriction for example, toll restriction, or outward restriction. If you have a number of people who help you administer your system, using this method would also requires the additional step of explaining where you want to use each type of restriction.
Note: COR-to-COR calling restrictions from a station to a trunk do not apply when Automatic Alternate Routing (AAR), Automatic Route Selection (ARS), or Uniform Dial Plan (UDP) is used to place the call. In these cases, use Facility Restriction Levels to block groups of users from accessing specific trunk groups. For more information, see Class of Restriction and Facility Restriction Levels in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for more information. To find out what CORs are administered in your system already, type list cor. You can also display information for a single COR by typing list cor #.
Allowing users to change CORs
About this task You can allow specific users to change their CORs from their telephones by using a Change COR feature access code. You can also limit this feature by insisting that the user enter a password as well as a feature access code before they can change their COR. Use the Station Lock feature to change their own COR. Before you begin
· Ensure that Change COR by FAC field is set to y on the System-Parameters CustomerOptions (Optional Features) screen. Note: You cannot enable both Change COR by FAC and Tenant Partitioning.
· Ensure that each user (who you want to allow to change a COR has a class of service with console permissions).
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Station Lock
About this task For users to change their own COR, you must define a feature access code and can optionally, create a password. For example, create a change COR feature access code of *55 and a password of 12344321. Procedure
1. Type change feature-access-codes. Press Enter. The system displays the Feature Access Code (FAC) screen.
2. Move the cursor to the Change COR Access Code field. 3. Type *55 in the access code field. 4. To save your changes, press Enter.
To define the password. 5. Type change system-parameters features. Press Enter.
The system displays the Feature-Related System Parameters screen. 6. To find the Automatic Exclusion Parameters section, press Next Page. 7. Move to the Password to Change COR by FAC field, and type 12344321.
This field determines whether or not Communication Manager requires the user to enter a password when they try to change their COR. You must have a password. 8. To save your changes, press Enter.
Station Lock
Use the Station Lock feature to lock a telephone to prevent others from making outgoing calls from the telephone. You can activate the Station Lock feature by using a button or feature access code. You can lock and unlock the telephones remotely. Using Station Lock, users can:
· Change their Class of Restriction (COR). The lock COR is set to fewer calling permissions than the usual COR of the station.
· Lock their telephones to prevent unauthorized outgoing calls. · Block outgoing calls, and still receive incoming calls. · Block all outgoing calls except for emergency calls. Station Lock is activated by pressing a telephone button, which lights the button indicator, or by dialing a Feature Access Code (FAC). Analog and XMOBILE stations must dial a FAC to activate the feature. The user hears a special dial tone on subsequent origination attempts from the telephone to indicate that the lock feature is active.
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System Planning
Digital stations including DCP, BRI, IP hardphones and softphones access Station Lock with a feature button or through a FAC. H.323 or DCP phones support the station lock functionality of Communication Manager. SIP phones do not support the functionality. The Station Lock feature is activated in the following cases:
· If a digital or IP telephone has a feature button for Station Lock but uses a FAC to activate the feature, the LED lights up. The system generates the special tone.
· If a digital or IP telephone has a feature button for Station Lock and uses this button to activate the feature, the LED lights up. The system generates the special tone.
· If a digital or IP telephone does not have a feature button for Station Lock and uses a FAC to activate the feature, the system generates the special tone.
You can lock or unlock a station from any other station if the FAC is used and the Station Security Code is known. You cannot lock the attendant console but you can use it to lock or unlock other stations. You can lock or unlock a station using a remote access trunk. For more information about Station Lock, see Avaya Aura® Communication Manager Feature Description and Implementation.
Station Lock by time of day
With Communication Manager 4.0 and later, you can lock stations using a Time of Day (TOD) schedule. To engage the TOD station lock or unlock, you do not have to dial the station lock or unlock FAC. When the TOD feature activates the automatic station lock, the station uses the COR assigned to the station lock feature for call processing. The COR used is the same for manual station locks. The TOD lock or unlock feature does not update displays automatically because the system would have to scan through all stations to find the ones to update. The TOD Station Lock feature works as follows:
· If the station is equipped with a display and the station invokes a transaction which is denied by the Station Lock COR, the system displays Time of Day Station Locked. Whenever the station is within a TOD Lock interval and the special dial tone is administered, the user hears a special dial tone instead of the normal dial tone.
· For analog stations or without a display, the user hears a special dial tone. The special dial tone has to be administered, and the user hears the special dial tone when the station is off hook.
After a station is locked by TOD, it can be unlocked from any other station if the Feature Access Code (FAC) or button is used. You have to also know the Station Security Code, and that the Manual-unlock allowed? field on the Time of Day Station Lock Table screen is set to y. Once a station has been unlocked during a TOD lock interval, the station remains unlocked until next station lock interval becomes effective. If the station was locked by TOD and by Manual Lock, an unlock procedure will unlock the Manual Lock as well as the TOD Lock ("Manual-unlock allowed?" field on the Time of Day Station Lock Table screen is set to y). The TOD feature does not unlock a manually locked station.
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Note: The attendant console cannot be locked by TOD or manual station lock.
Station Lock
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Chapter 4: Administer Communication Manager on Avaya servers
The chapter describes how to administer Communication Manager on the supported Avaya servers after the product is installed and tested. The target audience includes system administrators and users with data-networking experience in data products and technology, and knowledge of the call processing engine of Communication Manager. In a converged network, voice and data are both sent over a corporate local area network (LAN). Such a configuration can provide primary or standby telephony, and communicationprocessing capabilities. For more information, see Avaya Aura® Communication Manager Hardware Description and Reference.
Overview about administering Avaya servers
Administer the following to set up and maintain your Avaya server with a branch gateway: · The branch gateway and its internal processors, typically using a command-line interface (CLI). · S8300E or an Avaya common server using the server web interface. · Call processing features using Communication Manager.
For more information about Avaya servers, see Avaya Aura® Communication Manager Hardware Description and Reference.
Survivable remote servers configuration
An S8300E or an Avaya common server can either be configured as a primary call-processing controller or as a survivable remote server, which is also called a Local Survivable Processor (LSP). The survivable remote server can take over call processing if the primary call-processing system, such as another Avaya server, is unavailable for any reason. Such reasons include network failure or server problems. The S8300E or Avaya common server can either be the primary or the survivable remote server. This server is set up to operate as a primary or a standby
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Command line interface administration
survivable remote server during the configuration process using a web server interface. The license file determines the mode in which the server operates, and the Configure Server web page provides supplementary instruction.
If the S8300E or Avaya common server loses contact with its gateway, the gateway retains its last status until Link Loss Delay Timer (LLDT) expires. The default for LLDT is five minutes, however, this interval is administrable using the Link Loss Delay Timer (minutes) field on the IP-Options System Parameters screen. After LLDT expires, the system removes all boards and deletes all the call-processing information. However, if the gateway loses contact with the S8300E or Avaya common server, the gateway tries to reconnect for a period of one minute. If reconnection fails, the gateway then tries to connect with another server in its controller list. If the primary server is a survivable remote server, it starts looking at the top of its MGC list to reconnect to the primary server. Otherwise, it starts down the list of alternative servers. When a functional S8300E or Avaya common server is located, the gateway indicates the server of its current call state, and the server maintains the connections until the users disconnect.
If the primary call-processing server goes offline and a survivable remote server is available as a standby unit, call processing happens as follows:
· IP telephones and gateways that were previously using the primary server try to register with the standby server for call processing, provided that they have been administered to do so in the controller list by using the set mgc list command.
· The standby server, which is the survivable remote server, goes into license error mode, and then starts call processing. The standby server cannot preserve any calls set up by the primary server. IP telephone connections can stay up until the call is completed if they are shuffled, however, no features are supported on the call.
Note:
The license error mode runs for up to 30 days, and if the problem is unresolved, the system goes into No License Mode and administration and some commands are restricted.
· If the standby server is rebooted, all devices return to using the primary server for callprocessing service. Any calls in progress on the standby survivable remote server are dropped when the reboot occurs as the change back to the primary server is not call preserving.
The survivable remote server provides full functionality and feature.
For more information about Avaya servers, see Avaya Aura® Communication Manager Hardware Description and Reference
Command line interface administration
Instead of using Device Manager, you can access the server command line interface (CLI) using Telnet and an IP address.
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Administer Communication Manager on Avaya servers
For more information about SNMP alarms, see Avaya Aura® Communication Manager SNMP Administration and Reference.
S8300E and Avaya common server administration
You can install a Communication Manager OVA on an S8300E or Avaya common server to control its operation over the corporate network. The server performs the following functions:
· Backing up and restoring call processing, server, and security data using System Management Interface (SMI)
· Checking server and process status · Monitoring the status of the system · Updating and managing patches · Installing license file · Managing the security configuration for the server · Installing new software and reconfiguring the server as required · Performing system and alarm configuration · Rebooting or shutting down the server · Managing users and passwords For more information about Avaya servers, see Avaya Aura® Communication Manager Hardware Description and Reference.
Access and administer Communication Manager
You can access and administer Communication Manager by: · Starting a SAT session · Accessing SMI
Enabling or disabling Telnet service for Communication Manager
Procedure 1. Log in to Communication Manager System Management Interface. 2. Click Administration > Sever (Maintenance). 3. On the left hand navigational panel, click Security > Server Access.
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Access System Management Interface
4. On the Server Access page, in the SAT over Telnet (5023) field, do one of the following: · Select Enable to enable SAT over Telnet (5023). · Select Disable to disable SAT over Telnet (5023).
5. Click Submit.
Starting a SAT session
Before you begin · Before you use Telnet, you must enable the Telnet service for Communication Manager.
Procedure 1. Open a secure session using PuTTY or Telnet. 2. Enter the IP address for Communication Manager, for example: · To use PuTTy configured for SSH, enter 192.152.254.201 in the Host Name field and 5022 in the Port field. · To use Telnet, enter telnet 192.152.254.201 5023. 3. Log on to the server using an appropriate user ID. 4. Suppress alarm origination. 5. Press Enter.
Access System Management Interface
Supported browsers
Following are the minimum supported versions of the supported browsers: · Internet Explorer 11 · Mozilla Firefox 65, 66, and 67
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Administer Communication Manager on Avaya servers
Accessing Communication Manager System Management Interface
About this task You can access the Communication Manager System Management Interface (SMI) remotely through the corporate LAN connection, or directly from a portable computer connected to the server through the services port.
Note: If the server is not connected to the network, you must access the SMI directly from a portable computer connected to the server through the services port. Procedure 1. Open a compatible web browser. 2. In your browser, choose one of the following options based on the server configuration:
· LAN access by IP address To log on to the corporate LAN, type the unique IP address of the specific server, or any other Avaya common server in the standard dotted-decimal notation, such as http:// 192.152.254.201.
· LAN access by host name If the corporate LAN includes a domain name service (DNS) server that is administered with the host name, type the host name, such as http://mediaserver1.mycompany.com.
· Portable computer access by IP address To log on to the services port from a directly connected portable computer, the IP address must be that of the IP address of the Communication Manager server.
3. Press Enter.
Note: If your browser does not have a valid security certificate, you see a warning with instructions to load the security certificate. If you are certain your connection is secure, accept the server security certificate to access the Logon screen. If you plan to use this computer and browser to access this or other S8300E or Avaya common servers again, click the main menu link to Install Avaya Root Certificate after you log in. The system displays the Logon screen. 4. In the Logon ID field, type your user name.
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Access System Management Interface
Note: If you use an Avaya services login that is protected by the Enhanced Access Security Gateway (EASG), you must have an EASG tool to generate a response for the challenge that the Logon page generates. 5. Click Continue. 6. Type your password, and click Logon. After successful authentication, the system displays the home page of the Communication Manager SMI.
Accessing Server Administration Interface
About this task Using SMI, you can configure, maintain, and troubleshoot the Communication Manager server. Procedure On the Administration menu of the Communication Manager SMI home page, click Server (Maintenance). A list of links on the left side of the screen lists the tasks that you can perform through SMI. For help with any of these tasks, click Help on the home page.
Server Administration Interface tasks
Key tasks that administrators typically perform on the Communication Manager Servers are summarized in this section. For more detailed information, see online help.
File copy to the server
You must copy files to an S8300E or Avaya common server from another computer or server in the network, or upload from a directly connected laptop computer. The types of files copied to the server include license files, system announcements, and files for software upgrades. Download files to the server from the web link to copy files to the server from another server on the network. It works like the Upload Files screen.
Error resistant download through https
Communication Manager provides a more robust system upgrade experience. After a Communication Manager upgrades, the system:
· Reduces copy size from files size (which currently can approach 100MB) to something more granular (for example: block size) such that when remote upgrades are being performed over a bouncing network, much of the copying is done without retransmittal.
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· Supports SCP and HTTPS protocols to provide secure file transfers. · Views the progress of the upgrade file transfers and processes, specifically that the process
is progressing and not hung. The progress is displayed in text-only format.
SNMP setup
You can set up Simple Network Management Protocol (SNMP) services on the server to provide a means for a corporate NMS to monitor the server, and send alarm notifications to a services agency, to a corporate NMS, or both. For more information about administering SNMP, see Avaya Aura® Communication Manager SNMP Administration and Reference guide. To activate SNMP alarm notification for devices, use the SNMP Traps screen and set up SNMP destinations in the corporate NMS. SNMP traps for other devices on the network can be administered using Device Manager. For more information about, see Avaya Aura® Communication Manager SNMP Administration and Reference.
Note: UDP port 162 for snmptrap must be opened to provide reception of traps (from gateways) and transmission of traps to your trap receiver. Certain trap categories from gateways must be administered "on" by gateway administration. Use gateway commands set snmp trap enable auth and tcp syn-cookies for this. For more information on gateways, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers guide and Maintenance Procedures for Avaya Aura® Communication Manager, Branch Gateways and Servers guide.
Main and survivable server Split Registration Prevention feature administration
Split registration prevention
Split registrations occur when resources in one network region are registered with different servers. Split registrations occur when a system malfunction activates survivable servers, telephones register with the main server, and gateways register with the survivable server. The survivable server is either a survivable remote server (SRS) or a survivable core server (SCS). The telephones registered with the main server are isolated from the trunk and VoIP resources. With the split registration prevention feature, an administrator can administer telephones and gateways to register either with the main server or the survivable server. The main server ensures that all the gateways and telephones in a network region register with the same server. The gateways and telephones can register either with the survivable server or with the main server after the main server is restored. Administrators can configure telephones
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and gateways to register with active survivable servers. The split registration prevention feature keeps branch-oriented operations intact with local trunk and VoIP resources.
Activating Split Registration Prevention
Procedure 1. Log in to the Communication Manager System Administration Terminal (SAT) interface. 2. At the command prompt, type change system-parameters ip-options. 3. Go to Page 2. 4. Set the value of the Force Phones and Gateways to Active Survivable Servers? field to y.
Sequence of events for split registration prevention
If you are an administrator, you can enable the Split Registration Prevention feature. If the main server is reset or the network splits, causing a gateway to deregister, the following sequence of events occurs:
1. The gateway registers with the survivable server. 2. The survivable server reports its active status to the main server. 3. The main server deregisters all gateways and telephones in the regions backed up by the
survivable server. 4. The main server enables the endpoints in those regions to reregister when the day and
time specified in the time-day window is reached or until the enable mg-return command is run.
Alternate ways to manage split registration between the main and survivable servers
· On the System Parameters Media Gateway Automatic Recovery Rule screen, set the Migrate H.248 MG to primary: field to immediately. When you administer this option, the media gateway registers with the main server to test the network stability. For more information on recovery rules, see Recovery to the main server on page 70.
· Use the Split Registration Prevention feature described in this section. If you prefer aggregation at the survivable server, the main server or the survivable server disables the network regions associated with the survivable server. This causes all the telephones and gateways in the regions to register with the survivable server. The telephones and gateways
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cannot reregister to the main server or the survivable server till one of the following conditions is satisfied:
· At least one gateway reaches the time configured in time-day-window. · The administrator runs the mg-return command. · Re-registration to the main server or the survivable server ends in the following situations:
- The survivable server becomes inactive. - One hour elapses after the administrator runs the enable-mg return command. - The administrator runs the disable mg-return command. · The survivable server deregisters from the main server or the survivable server.
Recovery to the main server
The allowable recovery rules are:
· none · immediate · time-day-window
Important:
You must administer the same recovery rule for gateways with the same survivable server.
The way the immediate rule operates depends on the type of server the gateways are registered to. If the following conditions are met, the gateways can reregister to the main server after the network stability period expires:
· The survivable server is Survivable Core Server (SCS). · There are gateways registered with the main server.
The default duration of the network stability period is three minutes. You can change the duration on the mg-recovery-rule screen. If all the gateways are on SCS, then the network regions assigned to the survivable server are disabled. If the survivable server is Survivable Remote Server (SRS), then the network regions are disabled even if there are some telephones and gateways registered with the main server.
If you administer the time-day-window (TDW) rule, all the associated network regions are disabled regardless of the type of the survivable server. When the TDW day and hour is reached, the system activates the NRs, and all the gateways and telephones in those NRs return to the main server. At the end of the hour, the system checks whether all the gateways have returned. If the gateways have returned to the main server, the system reactivates the feature for the next event. If not, the NRs are disabled, causing all the gateways to register with the survivable server.
With the enable mg-return command, you can re-register gateways to the server. If some gateways remain unregistered from the main server in the active state and the survivable server in the active state, the system again disables the network regions. If the survivable server
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deregisters from the main server, the main server does not receive information about the status of the survivable server. If the main server does not receive information about the status of the survivable server, the main server activates all the network regions associated with the survivable server.
Note:
If there are port networks on SCS, it will remain active even if all the gateways reregister to the main server. You can use the get forced-takeover ipserver-interface command to force registration to the main server.
Telephones in a network region automatically deregister when all the gateways and port networks deregister from the survivable server.
Network region state
Network region state
Use the status nr-registration command to view information about the status of the network regions and the link status of the media gateways in the network regions. Use the enable nr-registrations nnn command to activate network regions, where nnn is the network region number. Use the disable nr-registrations nnn command to disable a network region.
The Split Registration Prevention feature automatically deactivates network regions that the survivable server controls.
To activate or deactivate network regions, on the system-parameters ip-options screen, set the Force Phones and Gateways to Survivable Servers field to n.
Viewing network region status
Procedure 1. Log in to the Communication Manager System Administration Terminal (SAT) interface. 2. At the command prompt, type status nr-registration all-regions. 3. Press Enter. For more information on the status nr-registration network-region x command, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Viewing the gateway link status in a network region
Procedure 1. Type status nr-registration network-region x, where x is the name or number of the network region. 2. Press Enter.
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For more information on the status nr-registration network-region x command, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Viewing the gateway link status in all regions
Procedure
1. Type status nr-registration survivable-processor node x.
2. Press Enter.
For more information on the status nr-registration survivable-processor node-name x command, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Network design notes for the Split Registration Prevention feature
Ensure that you fulfill the following requirements when you administer split registration prevention:
· Run the disable nr-registration command in a region that has gateways. The survivable server becomes active when a gateway registers itself to the server. The main server deactivates all regions backed up by the survivable server.
· If the survivable server associated with the region is active, run the enable nrregistration command to auto disable the network region.
· You cannot use the enable nr-registration command to activate a network region that is automatically deactivated by the Split Registration Prevention feature.
· All gateways must have trunks and VoIP resources. The branch gateways registered to the survivable server that do not have trunks and VoIP resources are the only ones registered to a survivable server. This is similar to the situation when G650 media gateways without trunks and VoIP resources are the only port networks controlled by a survivable server.
· If the processor Ethernet addresses of survivable server are listed in a telephone Alternate Gatekeeper List (AGL) or Media Gateway Controller (MGC) list, split registrations might occur between the main server and the survivable server. Administrators can include C-LANs controlled by the survivable server in AGLs. If a telephone registers to a C-LAN controlled by a survivable server, the telephone can make calls with the trunk.
· When administering the MGC list of a media gateway, the part of the list after the survivable server transition point must contain only one entry administered under the BACKUP SERVERS heading of the Media Gateway region on the IP Network Region screen.
· If the corresponding survivable server is currently registered and active, you cannot change a survivable server entry under the column heading BACKUP SERVERS IN PRIORITY ORDER.
· All gateways in a single network region using time-day-window media recovery rules must follow the same rule. Any variation to the recovery rules creates confusion about further events.
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· The AGL that IP telephones receive after they reboot must contain the address of the survivable server at the end of the list. If the IP address of the survivable server is not listed in AGL and the main server is unreachable, telephones cannot register with the survivable server.
Network region type description
When you administer a survivable server as a backup server for one or more network regions, the survivable server can have resources from one or more network regions. When the main server receives the status of the survivable server as active, the status of the network regions change to auto-disable (ad). The system can automatically activate network regions and the telephones and gateways can automatically register with the main server at the configured time and date.
To display the status of all the network regions and gateways in those regions, run the status nr-region command.
To change the status of a network region to manually disabled (rd), run the command disable nr-registration. To activate a network region, run the enable nr-registration command.
When a Survivable Remote Server reports active to the main server, the main server changes the status of those regions to auto disable (ad). This happens if any of the regions with the SRS backup server were manually disabled on the main server.
For more information on the status nr-region command, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Prerequisites and constraints of implementing the Split Registration Prevention feature
The main server and the survivable server, either SCS or SRS, must have Communication Manager Release 5.2 or a later release.
The main server and the survivable server must have an identical release of Communication Manager installed.
To administer split registration prevention, the following conditions must be met:
· On the Systems Parameters Media Gateway Automatic Recovery Rule screen, set the Migrate H.248 MG to primary field to time-day-window. You can also set this field to either immediate or none when no other gateways are using the rules
· After implementing the Split Registration Prevention feature, the BACKUP SERVERS IN PRIORITY ORDER column on the IP Network Region screen must have only one entry for the survivable server. The number of non-survivable server entries in this column is not affected.
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Administrable Alternate Gatekeeper List for IP phones
Administrators use the Alternate Gatekeeper List (AGL) feature of Communication Manager to specify the number of IP interfaces for each connected network region that are allowed for telephones within a specific network region.
The AGL feature limits the number of entries in the AGL and is intended to simplify network region administration. This feature can improve system performance and reliability. It also reduces the time that it takes for telephones to failover to the Survivable Core or Survivable Remote Server.
This feature enhancement is available to all H.323 telephone types and does not require any Communication Manager license file feature activation or firmware upgrades.
The H.323 telephones use the AGL when they cannot reach or register with their primary gatekeeper. H.323 telephones use the AGL list of C-LANs or PE for recovery when the current CLAN is no longer available. The Survivable Remote Servers can be a separate failover set if the alternatives for reaching the main server are exhausted.
H.323 telephones can receive from the Communication Manager server an AGL with up to six Survivable Remote Servers and one survivable gateway. This is true whether or not the region of the telephone is using the Administrable AGL feature. Without AGL, the number of nonsurvivable IP interface addresses in the network region depends on several factors:
· If the current Ethernet interface is a C-LAN interface of TN799c vintage 3 or older firmware, the ordinary gatekeeper part of the list is truncated at 15 entries.
· If the telephone is not Time-to-Service (TTS) capable, the ordinary gatekeeper part of the list is truncated at 30 entries, but 46xx telephones with non-SW hardware must be used with up to 28 entries.
· If the telephones is TTS capable, the ordinary gatekeeper part of the list is truncated at 65 entries.
To use the Communication Manager AGL feature, administrators enter a numeric value in the AGL field of the Inter Network Region Connection Management screen. Use the Inter Network Region Connection Management screen to administer connections between a source network region and all other destination network regions. The entries administered in the AGL field within each source network region represent the number of C-LANS and or PE that Communication Manager builds into each Alternate Gatekeeper List and sends to each H.323 telephone that is in that source network region. After entering the numeric values, Communication Manager calculates the total number of gatekeepers that are assigned to each destination region. The total AGL assignments for each region must add up to 16 or lower. If administrator enters a value that makes the AGL assignment greater than 16, the system displays an error message.
Communication Manager tracks each C-LAN or PE addresses sent in the AGL to each telephone. For example, a destination network region with 20 C-LANs is administered to have only three CLANs from that region in each AGL. As a result, Communication Manager responds to each new registration request with an AGL constructed using the administered number of C-LANs for the region, and is independent of priority, socket load, and service state.
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Note:
If Communication Manager is upgrading to a newer version, the pre-upgrade AGL lists are not disturbed unless the administrator makes changes to the AGL fields and enters new values.
For more information on the administration procedures for this feature, see Administrable Alternate Gatekeeper List administration.
Alternate Gatekeeper List (AGL) priorities
The alternate gatekeeper list is used for H.323 endpoints when they cannot reach their primary gatekeeper. The Gatekeeper Priority field and the Network Region field on the IP Interfaces screen determines the priority of the PE interface or the C-LAN on the alternate gatekeeper list. For information about this screen, see Avaya Aura® Communication Manager Screen Reference. For more information about the Gatekeeper Priority field, see Load balancing for PE.
Load balancing of IP telephones during registration
Non-TTS telephones are load balanced at registration using the gatekeeper confirm (GCF) message. Each region has a list of available C-LANs or PE, and Communication Manager selects the commonly available C-LAN within the IP (H.323) telephone home network region. If there are C-LANs in that network region, the system uses load balancing techniques based on C-LAN priority, and available sockets. If all C-LANs are busy (none of the C-LANs are in service, or all CLANS that are in service have used all the 480 available sockets), Communication Manager moves to directly connected network regions. The system checks all directly connected regions beginning with network region 1. All indirect network regions are used if there are no C-LANs administered in the IP telephone's home network region, or directly connected network regions. The system also checks indirect network regions beginning with network region 1.
With the enhanced implementation of load balancing for non-TTS telephones feature, the system gives preference to the home region C-LANs, followed by the direct network region C-LANs, and indirect network region C-LANs. Indirect network region C-LANs are administered using the new AGL field on the Inter Network Region Connection Management screen. Any C-LAN within an eligible region may be assigned for load balancing. Within a specific region, the system selects the least loaded C-LAN, unless all C-LANs have reached their limit.
Load balancing for non-TTS telephones is based on the C-LAN received in GCF. Non-TTS telephones use this C-LAN to initiate a registration request (RRQ), and establish a socket to Communication Manager after completing Registration Admission Status (RAS).
Socket load balancing for TTS telephones occurs after registration is complete and AGL has been formed. Communication Manager initiates socket establishment to TTS telephones. Load balancing occurs across the C-LANs that were sent in AGL. Direct network regions and indirect network region C-LANs are considered as two groups.
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When sending the AGL list with the administrable AGL feature, the system uses each network region (home, direct, indirect) and sends a subset of the C-LANs starting at a random place in the C-LAN array.
How Alternate Gatekeeper List is built
Communication Manager 5.1 and later builds the AGL for each telephone during registration using the following parameters:
1. Communication Manager builds the AGL based on the C-LANs for the home region. For non-TTS and TTS telephones, the AGL is built using a random starting point in the network region C-LAN array. Communication Manager picks the administered number of C-LANs from that initial point, based on the number of C-LANs administered in the AGL field of the Inter Network Region Connection Management screen.
2. The system then builds the AGL based on the list of administered directly connected regions. The order of regions is selected by round robin method, and the C-LANs are selected based on the same random algorithm that is used for selecting C-LANs from the home region.
3. The system builds the AGL for indirectly connected regions in the same way as it does for directly connected network regions.
The difference in the Communication Manager enhancement of this feature is that the IP (H.323) telephone can now use C-LANs from all network regions as alternate gatekeepers, as long as they are connected (directly or indirectly) to the native region. The alternate gatekeepers are sent in the following order: in-region, directly connected regions, and indirectly connected regions.
Applications for AGL
This section describes the two common issues addressed by the administrable Alternate Gatekeeper List (AGL) feature of Communication Manager. The examples are based on configurations using WAN facilities. In both the examples, a virtual network region is assigned to WAN to describe the WAN topology. The virtual network region also implements Call Admission Control (CAC).
· Example 1 shows how to ensure that the IP telephone does not receive unwanted C-LANs in AGL. The example also shows an improved configuration for this issue.
· Example 2 shows how pooling C-LANs in a network region results in some IP telephones not receiving an AGL. The example also shows the improved configuration for this issue.
Prevent unwanted C-LANs in the AGL example
This example shows how you can ensure that the IP telephone does not receive unwanted CLANs in the Alternate Gatekeeper List. It also shows the improved configuration for this issue.
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The figure on page 77 shows how unwanted C-LANs can end up in the Alternate Gatekeeper List.
Figure 1: Unwanted C-LANs in Pre-Communication Manager 5.1 AGL
In this configuration, the IP telephones in NR1 through NR3 have C-LANs in their network regions as there are no C-LANs that are directly connected to NR200. You can add a few C-LANs in NR200 to share with NR1-NR3 as they are directly connected. NR 200 consolidates traffic from NR1-NR3 to obtain access to WAN. Using NR 200 also isolates C-LANS in each network region to IP telephones in that particular network region.
NR4 and NR5 are Survivable Core Server locations, and the IP telephones in these two locations need local C-LANs that are in NR4 and NR5.
NR101 and NR102 are Gateway or Survivable Remote Server locations and should share pooled C-LANS. In this case, C-LANS are placed in NR201 as it is directly connected to the two NRs. These C-LANs are physically at the main location. Before Communication Manager Release 5.1 C-LANs could be in home region of the IP Phone or in a directly connected NR. The IP telephones in NR101 and NR102 now receive AGL information that contain C-LANs from NR201.
The IP telephones in NR4 and NR5 receive C-LANs in NR201 in the AGL as that NR is directly connected. The IP telephones can end up with C-LANS in their AGL that cannot be used in a WAN failure. This can significantly delay IP telephones in NR4 and NR5 from recovering to a CLAN that can be used in a WAN failure. This could also significantly delay IP telephones in NR4 and NR5 in recovering to a Survivable Core Server.
The figure on page 78 shows a workaround supported on Communication Manager 5.1 and earlier. You can implement this workaround using another virtual network region.
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Figure 2: Pre-CM5.1 workaround for unwanted C-LANs
In this configuration, the IP telephones in NR4 and NR5 use the IP network map for NR assignment. AGL does not contain NR202 C-LANs because that NR is indirectly connected.
The IP telephones in NR101 and NR102 share C-LANs in NR202. These C-LANs are physically located at location 1. If there are a large number of C-LANs in NR202, it could result in large AGLs and potentially delay recovery to the Survivable Core Server. This workaround does not address the size of the AGL.
The figure on page 78 shows the improved configuration of the network region using the Administrable AGL feature for Communication Manager 5.1. The IP Telephones in NR4 and NR5 receive C-LANs only in NR4 and NR5 respectively. The IP Telephones in NR101 and NR102 receive C-LANs only in NR201.
Figure 3: Improved configuration for unwanted C-LANs using the enhanced AGL feature
The figure on page 78 shows the configuration in which the IP telephones in NR4 and NR5 are administered to only use C-LANS in their native NR, and not use C-LANs in NR201. The IP telephones AGLs in NR4 and NR5 contain local C-LANs. The IP telephones in NR101 and NR102
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share C-LANs in NR201. Those C-LANS are physically located at location 1. A large number of CLANs in NR201, might result in large AGLs, and delay recovery to the Survivable Core Server. With this enhancement, administrators can specify the number of C-LANs in NR201 and control the size of AGL.
Pool C-LANS despite network region connectivity issues example
This example shows how pooling C-LANs in a network region results in some IP telephones not receiving an Alternate Gatekeeper List. It also shows the improved configuration for this issue. The figure on page 79 shows how network region connectivity issues can prevent pooling of CLANs.
Figure 4: Inadequate pooling of C-LANs
The figure shows a network configuration with numerous gateway or survivable remote server locations, some of which are directly connected to the WAN, and others that are indirectly connected to the WAN. All these gateways need to share a pool of C-LANS located at location 1.
The IP telephones in NR151 and NR152 are indirectly connected to NR200. Also, the system cannot specify the number of C-LANs in NR200 to be used to control size of AGL.
The figure on page 80 shows the workaround that you can use in the pre-Communication Manager 5.1 implementation.
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Figure 5: Pre-Communication Manager 5.1 workaround for inadequate pooling of C-LANs
In this configuration, all the IP telephone network regions are directly connected to a new NR201. The AGL now contains C-LANs in NR201. But you cannot specify number of C-LANs in NR201 that you can use to control size of AGL. This configuration does not reflect the WAN topology.
The figure on page 80 shows the improved configuration using the Communication Manager 5.1 Administrable AGL feature.
Figure 6: Improved configuration using the CM5.1 AGL feature
All IP telephones AGL contain C-LANs in NR200, including the direct and indirect network regions. You can specify the number of C-LANs in NR200 and control the size of the AGL.
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AGL high-level capacities
The total AGL assignments for each source region must add to 16 or lower. Each source network region can have six survivable remote servers from the telephone home region to be added to AGL. This brings the total list size to a maximum of 23 by adding AGL, survivable remote server for each region, and the survivable gatekeeper for the station.
Considerations
If the telephone IP address is not in one of the ranges in the IP network map, the AGL entries consist of C-LANs or PE from the telephone home region only. Note that when administering an IP address of a telephone in a network map, the associated AGL works robustly by accessing connected regions and the homed region directly and indirectly.
Interactions
This section provides information about how the Administrable AGL feature for Communication Manager 5.1 interacts with other features on the system.
· You can have some regions that use the pre-Communication Manager 5.1 nonadministrable AGL implementation, and some other regions that use the new administrable AGL implementation. But you cannot have a single network region that use a combination of the two methods. The AGL column can either contain numbers or alphabets, but not both. The field can also contain blanks. Blanks are ignored by both the old and the new implementation of this feature.
· This feature only applies to H.323 IP telephone registrations and H.323 IP telephone AGLs. The H.323 gateways also register to Communication Manager. This feature does not affect how the gateways obtain and use their own lists of gatekeepers. This feature does not impact on how IP (SIP) telephones register to SM 6.0 or SES 5.2 and earlier.
· If an extension number has shared control using the server between an H.323 IP telephone and an H.323 IP softphone, Communication Manager displays both the AGLs that were sent to the H.323 telephone and H.323 softphone.
· In prior releases of Communication Manager, the AGL feature only included C-LANs from the same region and from directly connected regions. The AGL feature included C-LANs from all indirectly connected regions if there were no C-LANS in the same or directly connected regions. With this enhancement, it is now possible to explicitly administer Communication Manager to include C-LANs from indirectly connected regions as well. Also, if you administer a non-zero value in the AGL column for an indirectly connected region, it opens that indirectly connected region C-LANs to be eligible to be used for load balancing.
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· In general, when using the Communication Manager 5.1 Administrable AGL feature, C-LAN priorities should not be used. Note the following information:
- For TTS telephones, Communication Manager 5.1 enhanced feature considers priorities, C-LAN socket load, C-LAN's service state, and whether the H.323 IP telephone registration can use C-LANs for load balancing.
- For non-TTS telephones, priorities and C-LAN socket load are taken into account when load balancing.
- For TTS and non-TTS telephones, the Communication Manager 5.1 enhanced feature does not take either priorities or C-LAN socket load into consideration when building the AGL.
Administrable AGL administration
Use the following procedures to administer the Communication Manager Administrable AGL feature on your system:
Requirements
Procedure 1. Verify that your system is running Communication Manager Release 5.1 or later. 2. Complete basic administration procedures for H.323 telephones.
Configuring Administrable AGL
Procedure 1. Enter change ip-network-region x, where x is the number of the network region that you want to administer.
The system displays the Inter Network Region Connection Management screen. Scroll down to the AGL column. 2. Check your settings for the AGL column.
a. To use the Administrable AGL feature, enter a numeric value in the field for the region that you want to administer.
You can enter the values from 0 through 16. This value determines how many C-LAN addresses from that destination region are included in the AGL when a telephone registers in the source region.
Note:
You can use the Communication Manager administrable AGL option only if every row has a numeric value, or is blank. Communication Manager ignores blank values. b. If the value is all or blank, the system uses the Release 5.0 or earlier version of this feature to determine AGL.
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c. If the value is all for any row, you cannot enter a number into any of the other rows. In this case, set them to all or blank. Note that if the value for every row is all or blank, the system automatically uses the Release 5.1 or earlier version of this feature to determine AGL.
3. Select Enter to save your changes.
Viewing IP Network Maps
Procedure 1. Enter change ip-network-map. 2. The fields on this screen display the IP addresses of each region and the IP address of the telephones they are mapped to. 3. View your network map. 4. Select Enter to save your changes and exit the screen.
Verifying AGL settings for stations
Procedure 1. Enter status station xxxxx, where xxxxx is the extension of the station registered to the region having a numeric value for its AGL, which means it is using the Administrable AGL feature. 2. Scroll to the Alternate Gatekeeper List page. This screen shows AGL mappings with the IP interfaces listed in order. The screen also shows the network region of each IP interface entry in AGL. The fields on this screen are read only. For more information about IP Network Region Screen and Station Screen, see Avaya Aura® Communication Manager Screen Reference. 3. Verify the information for your system. 4. Type Enter to exit the screen.
Troubleshooting scenarios and repair actions for AGL
Under the following circumstances, the Station screen, command: status station, sometimes shows a different AGL than the one in use.
· If you change the region that a telephone registers to by changing the ip-network-map, Communication Manager does not download the new AGL to that telephone until you reregister the telephone.
· The status station command shows what the system sent to the telephone. The information stored by the telephone is hidden from the system. If the system sends an AGL to a telephone and the telephone reboots after that, the AGL that the telephone got from the
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Dynamic Host Configuration Protocol (DHCP) server can differ from the one displayed by the status station command. · If the gatekeeper sending the RCF to the telephone is not in the AGL, some telephones add that particular gatekeeper address to their local AGL copy.
Related Documents for AGL
See the following documents at http://www.avaya.com/support · Administering Network Connectivity on Avaya Aura® Communication Manager · Avaya Aura® Communication Manager Screen Reference · Avaya Aura® Core Solution Description guide · Avaya Aura® Communication Manager Survivable Options · Application Notes for Administrable Alternate Gatekeeper List for IP Phones Using Communication Manager
Improved Port network recovery from control network outages
When the network fails, IP connected port networks experience long outages from short network disruptions. Improved Port network recovery from control network feature enables you to see IP connected port networks with less downtime in case of IP network failures. When there is a network outage, port networks do a warm restart rather than a reset for faster recovery of service. The feature lessens the impact of network failures by:
· Improving TCP recovery times that increase the IPSI-PCD socket bounce coverage time from the current 6-8 seconds range for the actual network outage to something closer to 10 seconds. Results vary based on traffic rates.
· Modifying the PKTINT recovery action after a network outage to entail a warm interrupt rather than a PKTINT application reset (hardware interrupt)). This prevents H.323 IP telephones from having to re-register and or have their sockets regenerated. This minimizes recovery time from network outages in the range of 15-60 seconds.
This feature also monitors the IPSI-PCD socket and helps in identifying and troubleshooting network related problems. The IPSI-PCD socket bounce is developed by improving TCP recovery time that covers typical network outages, up to a range of 10-11 seconds. In this scenario, uplink and downlink messages are buffered, and operations quickly return to normal after a network failure. To improve recovery time for longer outages, up to the 60 seconds range, the feature introduces the use of a PKTINT
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warm interrupt rather than a reset. This results in less drastic action being taken to recover links and H.323 IP telephones. During the network outage, only stable calls in progress have their bearer connections preserved. A stable call is a call for which the talk path between the parties in the call is established. Call control is unavailable during the network outage, and this means that any call in a changing state is most likely not preserved. Some examples are:
· Calls with dial tone · Calls in dialing stage · Calls in ringing stage · Calls transitioning to or from announcements · Calls transitioning to or from music-on-hold · Calls on hold · Calls in ACD queues · Calls in vector processing Further, you cannot change the state of a preserved call. So, features such as conference or transfer are unavailable on the preserved calls. Button pushes are not recognized. Invocation of a feature by the user is denied. In a conference call, if a party in the call drops, the call is dropped. The following are additional improvements: · Improve TCP Recovery Time · Increase IPSI Local Buffering to prevent data loss · Reduce escalation impact between 15 and 60 seconds by using warm interrupt of PKTINT
instead of PKTINT application reset (hardware interrupt). · Reduce escalation impact between 60 and 90 seconds by extending PN cold reset action
from 60 seconds to 90 seconds · Reduce Survivable Core Server No Service Timer minimum value from 3 minutes to 2
minutes to reduce local outage in case of prolonged network outage · List measurements for the PCD-PKTINT socket for improved troubleshooting For more information on System parameters screen, see Avaya Aura® Communication Manager Screen Reference.
Impact of network recovery configuration on availability
Communication Manager reduces the downtime of port networks during a short network outage. In Communication Manager 5.2, the H.323 endpoint, the application link and the socket stability are enhanced in the sub-60 second range as compared to Communication Manager 5.1. H.323
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endpoints using TTS do not regenerate sockets. H.323 endpoints that do not use TTS do not reregister or regenerate sockets.
Improved survivability administration
Reducing the minimum Survivable Core Server No Service Time Out Interval from 3 to 2 minutes improves overall availability.
Call processing administration
The telephony features of server are administered using the same commands and procedures as in a duplicated server.
Communication Manager administration interface
You can access Communication Manager through SAT program.
System Access Terminal
System Access Terminal (SAT) program uses a Command Line Interface (CLI) interface for telephony administration.
Security considerations
Administration login passwords are passed in plain text with no encryption. The exceptions to this no-encryption policy include:
· The EASG program installed on all Avaya servers. · An encrypted web interface to the Avaya server. See the security certificate information in the
server online help. · Optional encryption for data backups. See data backup and restore. · Support for RADIUS authentication for gateways.
Command syntax changes for media modules
The syntax for using the SAT commands for a gateway or an Avaya Server has changed. In a traditional DEFINITY® system, ports are identified by the cabinet number, carrier, slot, and port, for example, 02A0704 Because this numbering convention does not suit media modules, a new convention was developed. The numbering convention for media modules uses the same seven-character field as does a traditional system, however the fields represent the gateway number, media module slot (V1 to V9), and port number (00 to 99 are supported, the actual number of ports that can be specified depends on the type of media module).
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Call processing administration
Example, 001V205 In this example, 001 represents the gateway number, V2 represents the slot number (possibly V1 through V9), and 05 represents the port number.
Communication Manager SAT CLI access
You can access the CLI of the Communication Manager SAT using any of the following methods: · Secure Shell remote login · Using Telnet over the Customer LAN
Secure Shell remote login
Using Secure Shell (SSH), you can log in remotely to the following: · Supported gateways · Supported servers · Communication Manager SAT interface on an Avaya common server using port 5022.
The SSH capability provides a secure method for remote access. For more information on supported servers and gateways, see Avaya Aura® Communication Manager Hardware Description and Reference guide.
Note: You must set up the client device for remote login and configure the device for SSH. For information about understanding the relevant commands for SSH, see your client PC documentation.
Enabling SSH or SFTP sessions on C-LAN or VAL circuit packs
About this task Prerequisites:
· TN799BP (C-LAN) with Release 3.0 firmware. · VAL with Release 3.0 firmware. · Communication Manager Release 3.0 or later Procedure 1. Enter enable filexfr [board location]. 2. Enter a three-six alphabets as login in the Login field. 3. Enter a seven-eleven character password (one character must be a number) in the first
Password field. 4. Re-enter the same password in the second Password field.
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5. Set the Secure? field to y. 6. Select Enter.
SFTP is enabled on the circuit pack, and the login and password are valid for 5 minutes.
Disabling SFTP sessions on the C-LAN or VAL circuit packs
Procedure 1. Enter disable filexfr [board location] SFTP is disabled on the circuit pack. 2. Select Enter.
Using Telnet over the customer LAN
Before you begin Ensure that you have an active Ethernet (LAN) connection from your computer to the Communication Manager server. About this task Use Avaya Terminal Emulator or access the server CLI using an SSH client, such as PuTTY, and 192.11.13.6. IP address, instead of Telnet. Procedure
1. To access the Telnet program: · On a Windows system, go to the Start menu, and click Run. · Type telnet <server_IP_address> 5023. You can type the server name if the DNS server of your company is administered with the Avayaserver name.
2. When the system displays the login prompt, type the appropriate user name, such as cust or craft.
3. When prompted, enter the password or EASG response. · If you log in as craft, you receive a prompt to suppress alarm origination.
4. Select the default value (yes). 5. Select your preferred terminal type.
Enabling transmission over IP networks for TTY and fax calls example
Before you begin The endpoints sending and receiving calls must be connected to a private network that uses H.323 trunking or LAN connections between gateways and/or port networks. Calls must be able to either be passed over the public network using ISDN-PRI trunks or passed over an H.323 private network to Communication Manager switches that are similarly enabled. Therefore, you must assign the IP codec you define in this procedure to the network gateways. For our example, the network region 1 will be assigned codec set 1, which you are enabling to handle fax and TTY calls.
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Call processing administration
Procedure
1. Enter change ip-codec-set 1 or change ip-media-parameters 1. 2. Complete the fields as required for each media type you want to enable. 3. Select Enter to save your changes.
For more information abou fax or TTY over IP, see Administering Network Connectivity on Avaya Aura® Communication Manager.
Administration screen and command summary
The following screens are used to administer Gateways, Avaya servers, and other media modules.
Communication Manager commands to administer gateways
Communication Manager SAT commands and screens to administer gateways include:
The Media-Gateway administration screen is used to administer gateways and their media modules. Information is similar to the list media-gateway screen (next item), but also includes MAC address, network region, location and site data.
Note:
For more information about the Media-Gateway screen, and a description of commands, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
· Use the list media-gateway [`print' or `schedule'] command to list the currently administered gateways. Information includes the gateway number, name, serial number, IP address, and whether or not this gateway is currently registered with the call controller. The IP address field is blank until the gateway registers once, then remains populated.
· Use the list configuration media-gateway x command to list all the assigned ports on the media modules for the gateway specified by its number (x).
System-Parameters Customer-Options (Optional Features) screen
For a complete description of the System Parameters Customer-Options (Optional Features) screen, see Avaya Aura® Communication Manager Screen Reference.
· The OPTIONAL FEATURES section contains a Local Survivable Processor field. If it displays a y (yes), this Avaya Server is configured to provide standby call processing in case the primary server is unavailable. See Local Survivable Processor configuration on page 62 for details.
For information on how to set the display-only field, see Licensing of Communication Manager in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
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· - Port Network Support: set to n indicates that traditional port networking is disabled. An S8300E Server is the primary call controller.
- Processor Ethernet: set to y indicates the presence of an S8300E.
Quality of Service Monitoring screens
You can use several screen changes to monitor Quality of Service (QoS) on an Avaya Server with a gateway configuration. The gateway can send data to a real-time control protocol (RTCP) server, which in turn monitors the network region's performance. Screens include:
· Using an RTCP MONITOR SERVER section on the IP-Options System Parameters screen you can enter a single default IP address, server port, and RTCP report period that can be used by all administered network regions. This means you do not have to re-enter the IP address each time you access the IP Network Region screen.
· The IP Network Region screen also must be administered for QoS monitoring. For more information about QoS monitoring, see Administering Network Connectivity on Avaya Aura® Communication Manager. If the RTCP Enabled field is left at default (y), then be sure to set a valid IP address in the IP-Options System Parameters screen. For situations that require customization, this screen is administered on a per IP network regional basis. Items to customize include:
- Enabling or disabling of RTCP monitoring
- Modifications to the report flow rate
- Changes to the server IP address and server port
· The list ip-network-region qos, list ip-network-region monitor and list ip-network-region igar-dpt commands list quality of service and monitor server parameters from the IP Network Region screen as follows:
- qos displays VoIP media and call control (and their 802.1p priority values), BBE DiffServ PHB values, RSVP profile and refresh rate.
- monitor displays RTCP monitor server IP address, port number, report flowrate, codec set, and UDP port range parameters.
- igar-dpt displays output for the regions which have administered either of the below fields.
1. Incoming LDN Extension
2. Maximum Number of Trunks to Use for IGAR
3. Dial Plan Transparency in Survivable Mode set to "y".
- list ip-network-region igar-dpt command gives an overview of IGAR or DPTrelated fields to developers and field support personnel.
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Voice or Network Statistics administration
Gateway serviceability commands
Additional commands related to gateways appear in Maintenance Commands for Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers. These include:
· The status media-gateways command provides an alarm summary, busyout summary, and link summary of all configured gateways.
· Several commands have been modified to support the gateway port identification format described in Command syntax changes for media modules. These include:
- Message Sequence Trace (mst)
- display errors
- display alarms
Voice or Network Statistics administration
In Communication Manager Release 5.2, the Voice or Network Statistics feature provides voice and network related measurement data through the SAT interface to help you troubleshoot voice quality issues. The media processor board collects various data elements. The three elements that are used to generate the voice quality measurement reports are Packet Loss, Jitter, and RT Delay.
Note:
The voice or network statistics feature supports only TN2302 or TN2602 media processor boards.
You can administer the thresholds of these Packet Loss, Jitter, and RT Delay data elements. The media processor starts collecting the data when any one of these administered thresholds are exceeded for a call. If you change any of the thresholds in the middle of a measurement hour the new values is sent to the board on a near real-time basis. You must set the thresholds high to avoid reporting events when the users are not experiencing voice quality issues.
Before generating voice or network statistics reports, you must specify the network region and the corresponding media processor board on the Network Region Measurement Selection and on the Media Processor Measurement Selection screens respectively. Otherwise the system displays the not a measured resource error message.
You can set the Enable Voice or Network Stats field to y on the System Parameters IP Options screen to enable the measurement of voice or network statistics at a system wide level. You can set the Enable VoIP or Network Thresholds field to y on the IP Interface screen to enable the recording at a single media processor board level. If the Enable VoIP or Network Thresholds field set to y, their corresponding default value Packet Loss, Jitter, and the system displays the RT Delay fields on the IP Interface screen.
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If you change the Enable Voice or Network Stats field from n to y, the system checks the compatibility of the installed media processor boards and checks if the board is specified on the Media Processor Measurement Selection screen. If the media processor board is not a valid TN2302 or TN2602 board, the system displays the Board must be a valid TN2302 or TN2602 error message.
If you change the Enable Voice or Network Stats field from y to n, the system checks to ensure that the board is removed from the Media Processor Measurement Selection screen. If the media processor board is not removed, the system displays the This board(s) will automatically be removed from the meas-selection media-processor form warning message. If you press enter again, the media processor board is removed from the Media Processor Measurement Selection screen.
Note:
Before measuring the voice or network statistics for up to 50 boards, you must administer media processor boards on the Circuit Packs screen, IP Interface screen and Measurement Selection screen. To avoid having to go back and forth between the IP Interface screen and the Media Processor Measurement Selection screen for each media processor board, you must administer all boards for which you want to collect data on the Media Processor Measurement Selection screen.
You can generate the report to record the voice statistics for each of the threshold criteria and for the data calls at both an hourly and summary level. You can view this report at both a network region and media processor board level. Report reflects data for up to 24 hours period. You can generate the following reports:
· Hourly Jitter Network Region report The Hourly Jitter Network Region report assess the jitter at the network region per hour during calls.
· Hourly Delay Network Region report The Hourly Delay Network Region report assess the round trip delay at the network region per hour during calls.
· Hourly Packet Loss Network Region report The Hourly Packet Loss Network Region report assess the packet loss at the network region per hour during calls.
· Hourly Data Network Region report The Hourly Data Network Region report assess the data calls which exceeded a threshold event at the network region. This report is not applied to the specific threshold exceeded, but applies only to pass-through and TTY relay calls, which exceed any one of the three thresholds.
· Hourly Jitter Media Processor report The Hourly Jitter Media Processor report assess the jitter at the media processor region per hour during calls.
· Hourly Delay Media Processor report The Hourly Delay Media Processor report assess the round trip delay at the media processor region per hour during calls.
· Hourly Packet Loss Media Processor report The Hourly Packet Loss Media Processor report assess the packet loss at the media processor region per hour during calls.
· Hourly Data Media Processor report The Hourly Data Media Processor report assess the data calls which exceeded a threshold event at the media processor region. This report is not applied to the specific threshold exceeded, but applies only to pass-through and TTY relay calls which exceed any one of the three thresholds.
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SNMP administration
· Summary Jitter report The summary jitter report summarizes up to five worst jitter calls for the corresponding peak hour for a given media processor board in the network region.
· Summary Round Trip Delay report The summary round trip delay report summarizes up to five worst round trip delay calls for the corresponding peak hour for a given media processor board in the network region.
· Summary Packet Loss report The summary packet loss report summarizes up to five worst packet loss calls for the corresponding peak hour for a given media processor board in the network region.
· Summary Data report The summary data report summarizes up to five worst data calls for the corresponding peak hour for a given media processor board in the network region.
You can also view a near real time voice statistics on the Status Station screen that includes any threshold exception data gathered during a call in progress. For more information on the voice or network statistics reports, see Avaya Aura® Communication Manager Reports.
SNMP administration
For more information, Avaya Aura® Communication Manager SNMP Administration and Reference.
CAC sharing between Communication Manager and Session Manager
Communication Manager can establish VoIP media for H.323 stations and trunks, for inter Port Network, gateway or Avaya Aura® Media Server IP connections and for non-Session Manager routed SIP trunks. These IP media connections are not visible to Session Manager. In Communication Manager 7.1, Session Manager can be configured as a central authority for bandwidth management. With this setting, Communication Manager requires bandwidth for voice and multimedia IP connections from Session Manager. You can set the bandwidth limits applicable for various locations through System Manager. For more information about setting bandwidth limits, see Administering Avaya Aura® Session Manager.
Network preemption
Communication Manager supports network preemption. For network preemption to work, Communication Manager must be configured to use Session Manager as the bandwidth manager. To configure Session Manager as the bandwidth manager, see Avaya Aura® Communication
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Manager Feature Description and Implementation. The security administrator can assign bandwidth budgets for audio and video, to each network link on Session Manager. When server or network resources are running too low to allow additional calls, call preemption occurs. For more information, see Administering Avaya Aura® Session Manager.
Support to tandem MIME for PIDF-LO
Communication Manager Release 7.1.1 and later can tandem Multipurpose Internet Mail Extensions (MIME) attachments for Presence Information Data Format Location Object (PIDF-LO) in a SIP message. Communication Manager can also pass the PIDF-LO information in the SIP message.
Support for Channel Type identification over ASAI to CTI application
Communication Manager Release 7.1.1 supports channel type identification over ASAI to a CTI application. For incoming SIP trunk calls, Communication Manager Release 7.1.1 identifies the channel type as voice, video, or unknown when the call:
· Enters a monitored Vector Directory Number (VDN) or hunt group (skill/split). · Is monitored and is alerting at a deskphone or Agent. For this feature to work, the CTI link between Communication Manager and Application Enablement Services must be greater than 7. This feature might not work or might show an unknown channel type on the CTI application when: · The Direct Media feature is enabled. · Communication Manager is not able to identify the channel from the incoming SIP request.
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Chapter 5: Processor Ethernet setup
Processor Ethernet (PE) provides connectivity to IP endpoints, gateways, and adjuncts. The PE interface is a connection in the Communication Manager software that uses a port on NIC in the server. No additional hardware is required to implement PE, but the feature must be enabled using a license file.
During the configuration of a server, PE is assigned to Computer Ethernet (CE). Both PE and CE share the same IP address. However the CE interface is a native computer interface while the PE interface is the logical appearance of the CE interface within the Communication Manager software. The PE interface can either be a control network or a corporate LAN. The selected interface determines the physical port that PE uses on the server.
Note:
The PE interface is enabled automatically on a survivable remote or a survivable core server. If the PE interface is disabled, the survivable remote or survivable core server cannot register with the main server and becomes nonfunctional.
In Communication Manager Release 5.2, PE is supported on duplicated servers for the connection of H.323 devices, branch gateways, SIP trunks, and most adjuncts.
The capabilities of survivable core servers are enhanced to support the connection of IP devices to the PE interface and to C-LAN interfaces located in G650 Media Gateway.
Note:
When you use PE on duplicated servers, you can use the following IP telephone models to ensure an optimal system performance:
· 9610, 9620, 9630, 9640, and 9650 telephones with firmware 3.0 or later, or any future 96xx and 96x1 models that support Time to Service (TTS) to work optimally.
· 4601+, 4602SW+, 4610SW, 4620SW, 4621SW, 4622SW, and 4625SW Broadcom telephones with firmware R 2.9 SP1 or later, provided the 46xx telephones are not in the same subnet as the servers.
All other IP telephone models reregister in case of server interchange. If not in the same subnet, the 46xx telephones reregister as the servers.
When PE is used on duplicated servers, PE must be assigned to an active server IP address. The active server IP address is shared between the servers. In networking technology, this address is called IP-alias. The active server is the only server that responds to the IP-alias.
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Processor Ethernet setup
A survivable remote or a single survivable core server can use the PE interface to connect to CDR, AESVCS, and CMS. Duplicated survivable core servers can use the PE interface to connect to CDR, Messaging, and SIP Enablement Server (SES). For more information about survivable core servers, see Avaya Aura® Communication Manager Survivable Options.
Setting up the PE interface
About this task This section contains general and high-level steps for configuring and administering the PE interface. As each system has unique configuration requirements, refer to the Avaya Support website at http://support.avaya.com for more details. Procedure
1. Load the appropriate template. 2. Configure the PE interface on the server using the server System Management Interface
(SMI).
See Configuring the PE interface on the server using the server SMI. 3. On the IP Node Names screen on the Communication Manager System Access Terminal
(SAT), enter the name for each survivable core server, survivable remote server, and adjunct.
The SAT command is change node-name. You do not have to add the PE interface (procr) to the IP Node Names screen. Communication Manager adds the PE interface automatically. For information about this screen, see Avaya Aura® Communication Manager Screen Reference. 4. For a single main server, use the IP Interfaces screen to enable branch gateway registration, H.323 endpoint registration, gatekeeper priority, network regions, and target socket load.
On some platform types, the IP Interfaces screen is already configured.
Use the SAT command display ip-interfce procr to see if the PE interface is already configured. If it is not, use the SAT command add ip-interface procr to add the PE interface. 5. Use the Processor Channel Assignment screen (command change communicationinterface processor-channels) and the IP Services screen (change ipsevices) to administer the adjuncts that use the PE interface on the main server: · Enter p in the Interface Link field on the Processor Channel Assignment screen. · Enter procr in the Local Node field on the IP Services screen.
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Configuring the PE interface on the server using the server SMI
6. For adjunct connectivity to a survivable core server or survivable remote server, use the Survivable Processor - Processor Channels screen to:
· Use the same processor channels information as the main server by entering i(nherit) in the Enable field.
· Use different translations than that of the main server by entering o(verwrite) in the Enable field. After entering o(verwrite), you can enter information specific to the survivable core server or survivable remote server in the remaining fields.
· Disable the processor channel on the survivable core server or survivable remote server by entering n(o) in the Enable field.
7. Execute a save translations all, save translations ess, or save translations lsp command to send (file sync) the translations from the main server to the survivable core server or survivable remote server.
Related links Configuring the PE interface on the server using the server SMI on page 97
Configuring the PE interface on the server using the server SMI
About this task Use the following procedure to configure the PE interface on the server using the server SMI.
Procedure
1. Select the interface used for PE on the Network Configuration page.
S8300E provides only one interface to configure PE.
The Network Configuration page can be found on the server's SMI. Select Server (Maintenance) > Server Configuration.
2. If this is a survivable core server or a survivable remote server, enter the additional information in the Configure LSP or ESS screen.
· Registration address at the main server field: Enter the IP address of a C-LAN or PE interface on the main server to which the survivable remote server or survivable core server connects. The IP address is used by the survivable remote server or survivable core server to register with the main server. In a new installation where the survivable remote server or the survivable core server has not received the initial translation download from the main server, this address is the only address that the survivable remote server or the survivable core server can use to register with the main server.
· File synchronization address of the main cluster: Enter the IP address of a server's Network Interface Card (NIC) connected to a LAN to which the survivable remote server or the survivable core server is also connected. The survivable core server or the
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Processor Ethernet setup
survivable remote server must be able to ping to the address. Select which interface you want the file sync to use. Use the customer LAN for file sync.
Using Network ports
The main server(s), Survivable Remote Servers and each Survivable Core Server use specific TCP or UDP ports across a customer's network for registration and translation distribution. The following Table 1: Network port usage on page 98 provides information to determine which TCP or UDP ports must be open in your network for a Survivable Remote or Survivable Core Server. Check the firewalls on your network to open the required TCP or UDP ports. Table 1: Network port usage
Port 20 21 22 23 68 514
1719 (UDP port)
1024 and above 1039 1720 1956 2312 2945 5000 to 9999 5010 5011 5012
Used by
Description
ftp data
ftp
ssh/sftp
telnet server
DHCP
Used in Communication Manager 1.3 to download translations.
The survivable servers to register to the UDP outgoing and incoming main servers
Processor Ethernet
TCP outgoing
Encrypted H.248
TCP incoming
H.323 host cell
TCP incoming and outgoing
Command server - IPSI
Telnet firmware monitor
H.248 message
TCP incoming and outgoing
Processor Ethernet
TCP incoming
IPSI/Server control channel
IPSI/Server IPSI version channel
IPSI/Server serial number channel
Table continues...
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Configuration of the PE interface
Port 21873 (TCP port)
21874 (TCP port)
Used by The main server(s) running Communication Manager 2.0 to download translations to the Survivable Remote Server(s)
The main servers to download translations to the survivable servers.
Description
Prior to an upgrade to Communication Manager 3.0 or later, servers running Communication Manager 2.x used port 21873 to download translations to the Survivable Remote Server(s). Once the upgrade to 3.0 is complete and all servers are running versions of Communication Manager 3.0 or later, the main server(s) uses port 21874 to download translations and port 21873 is no longer needed.
A main server(s) uses port 21874 to download translations to the Survivable Core Server (s) and the Survivable Remote Server(s) on Communication Manager 3.0 and later loads.
To configure the ports on your server, click Firewall under the Security heading in the Server Administration Interface.
Configuration of the PE interface
Use the information in this section to configure the PE interface on the server. This section does not contain complete information about how to configure the Communication Manager server. For information about how to configure the Communication Manager server, see the installation documentation for your server type at http://support.avaya.com.
Network Configuration
Use the Network Configuration page to configure the IP-related settings for the server.
Note:
Some of the changes made on the Network Configuration page can affect the settings on other pages under Server Configuration. Make sure that all the pages under Server Configuration have the proper and related configuration information.
Use the Network Configuration page to configure or view the settings for the hostname, alias Host Name, DNS domain name, DNS search list, DNS IP addresses, server ID, and default gateway.
· If the configuration setting for a field is blank, you can configure that setting from the Network Configuration page.
· If the configuration setting for a field is already obtained from an external source, such as Avaya Aura® System Manager Solution Deployment Manager, that field is view-only.
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· If you want to change the configuration setting obtained from an external source, you must navigate to the external source, such as Avaya Aura® System Manager Solution Deployment Manager used to configure the settings.
You can also configure the IP-related settings for each Ethernet port to determine how each Ethernet port is to be used (functional assignment). Typically, you can configure an Ethernet port without a functional assignment. However, any Ethernet port intended for use with Communication Manager must be assigned the correct functional assignment. Make sure that the Ethernet port settings in the Network Configuration page match with the physical connections to the Ethernet ports. Ethernet ports can be used for multiple purposes, except for the service's laptop port. However, currently there is no laptop service port within Communication Manager.
The number of entries for the Ethernet ports in the Network Configuration page corresponds with the number of Network Interface Cards (NICs) the server has.
To activate the new settings in the server, you must restart Communication Manager. Make sure that you restart Communication Manager only after configuring the complete settings of the server. Too many restarts can escalate to a full Communication Manager reboot.
Important:
The IPv6 Address field is limited to a specific customer set and not for general use.
Duplication parameters
Communication Manager supports two server duplication types:
· software-based duplication · encrypted software-based duplication
Note:
The server duplication type must be the same for both the active and standby servers.
Duplication parameters of the other server include the host name, server ID, corporate LAN IP address, and duplication link IP address for the other server.
PE parameters include configuring the printer change priority level for the server and the IP address. The IP address facilitates the server to determine whether the PE interface is working or not.
To activate the new settings in the server, you must restart Communication Manager. Restart Communication Manager only after configuring the complete settings of the server. Several restarts can escalate to a complete Communication Manager reboot.
See the Duplication parameters page to configure the following settings for the server.
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PE Interface acceptance test
PE Interface acceptance test
Scenario
Acceptance criteria
Outcome
Main server is duplicated and PE interface is not used
PE interface is not enabled (no ESS server is provided and no IP endpoints are controlled by PE interface)
Status Summary page shows:
· PE connection is not functional on both servers
· PE connection is not functional on both servers
Verification parameters for the wanted outcome
For Communication Manager 5.0 and 5.1 releases:
· PE Interface is set to UNUSED on the Set Identities page
· PE Interchange Priority is set to IGNORE on the Configure Interfaces page
For Communication Manager 6.0 and later releases:
· Functional Assignment for eth0 does not include PE on the Network Configuration page
· PE Interchange Priority is set to IGNORE on the Duplication Parameters page
Table continues...
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Processor Ethernet setup
Scenario
Acceptance criteria
Main server is duplicated and PE interface is used
PE Interface is enabled on the main server and the ESS server (either ESS server is provided or IP endpoints are controlled by PE interface, or both)
Either the main server or the ESS server is duplicated
Outcome
Status Summary page shows: · PE connection is not
functional on both servers · PE priority is set to the same value (but not IGNORE) for both servers
Current Alarms page (or running almdisplay -v on the command prompt) shows no active _PE alarms for up to 15 minutes after both servers have been running as an active or standby pair
Verification parameters for the wanted outcome
For Communication Manager 5.0 and 5.1 releases:
· PE Interface is set to one of the Ethernet interfaces on the Set Identities page
· PE Interchange Priority is set to the same value (but not IGNORE) on the Configure Interfaces page on both servers
For Communication Manager 6.0 and later releases:
· Functional Assignment for eth0 includes Processor Ethernet on the Network Configuration page
· PE Interchange Priority is set to the same value (but not IGNORE) on the Duplication Parameters page on both servers
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Configuring a Survivable Remote or Survivable Core Server
Configuring a Survivable Remote or Survivable Core Server
About this task When configuring a Survivable Core or Survivable Remote Server, complete the Configure Server - Configure LSP or ESS screen in addition to the Network Configuration screen. Complete the following fields in the Configure LSP or ESS screen: Procedure
1. Select the radio button next to the correct entry to indicate if this is or not a Survivable Core server and a Survivable Remote Server.
2. In the Registration address at the main server field, enter the IP address of the C-LAN or PE interface of the main server that is connected to a LAN to which the Survivable Remote or Survivable Core Server is also connected. The Survivable Remote or Survivable Core Server uses the IP address to register with the main server. In a new installation, where the Survivable Remote or Survivable Core Server has not received the initial translation download from the main server, this address is the only address that the Survivable Remote or Survivable Core Server can use to register with the main server.
3. File synchronization address of the main cluster: Enter the IP address of a server's NIC connected to a LAN to which the Survivable Remote or Survivable Core Server is also connected. The Survivable Core or Survivable Remote Server must be able to ping to the address. Select the interface you want the file sync to use. Use the customer LAN for file sync.
PE as a controller for branch gateways
About this task Use the command set mgc list on a branch gateway while adding a PE-enabled S8300E as a primary controller or as an alternate controller. The primary controller or gatekeeper is the first gateway controller on the list. For example, an NIC card with IP address 132.222.81.1 is chosen for the PE interface during configuration. The set mgc list command is: set mgc list 132.222.81.1, <alt_ip-address_1>, <alt ip-address 2>
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PE in Communication Manager Administration
Processor Ethernet administration is always performed on the main server. The Survivable Remote or Survivable Core Server receives the translations from the main server during registration or when you perform a save translations lsp, save translations ess, or save translations all command on the SAT of the main server.
When communication with the main server is lost, you can perform administration on an active Survivable Remote Server or an active Survivable Core Server. In this case, the administration is temporary until the communication to the main server is restored. At that time, the Survivable Remote or Survivable Core Server registers with the main server and receives the file sync. The file sync will overwrite any existing translations.
This section outlines the screens used in the administration of Processor Ethernet. For more information on these screens, see Avaya Aura® Communication Manager Screen Reference.
· IP Node Names screen
If the PE interface is enabled in the license file, the system displays the PE interface (procr) automatically on the IP Node Names screen. You cannot add the PE interface to the IP Node Names screen.
· IP Interfaces screen
Administer the PE interface and the C-LAN interface on the IP Interfaces screen. It is possible to have both the PE interface and one or more C-LAN boards administered on the same system. On some server types, the PE interface is automatically added. To see if the PE interface is already added to your system, use the command display ip-interface procr. To add the PE interface, use the command add ip-interface procr.
Administer the PE interface on the main server if the main server is S8300E and for one or more of the following entities, use the PE interface of the main server to register with the main server:
- AE Services, CMS, CDR adjuncts
- Branch gateways
- H.323 gateways or endpoints.
For configurations that do not use the PE interface on the main server, do not administer the IP Interfaces screen. This is true even if the Survivable Core or Survivable Remote Server is using the PE interface. The IP Interfaces screen is automatically populated for a Survivable Core or Survivable Remote Server.
· Survivable Processor screen
The Survivable Processor screen is used to add a new Survivable Remote Server and also provides a means to connect one of the three supported adjuncts (CMS, CDR, AESVCS) to a Survivable Remote or Survivable Core Server. The Survivable Processor screen is administered on the main server. The translations are sent to the Survivable Core or Survivable Remote Server during a file sync.
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Administering Survivable Core Servers for PE
If there is a Survivable Core Server in the configuration, you must add the Survivable Core Server using the Survivable Processor screen. For more information on administering the Survivable Core Server on the Survivable Processor screen, see Avaya Aura® Communication Manager Survivable Options.
Administering Survivable Remote Servers for PE
You can administer Survivable Remote Servers using the Survivable Processor screen. For more information on administering a Survivable Remote Server, see Avaya Aura® Communication Manager Screen Reference.
Adjuncts with PE
For the single main server, adjuncts that use the C-LAN can use the PE interface of the main server for connectivity to the main server. For the Survivable Remote and Survivable Core Servers, there are three adjuncts, the CMS, AESVCS, and the CDR, that are supported using the Survivable Remote or Survivable Core Server's PE interface. This section provides a high-level overview of the adjuncts supported by the Survivable Core and Survivable Remote Servers and how they are administered to use the PE interface.
· Survivable CMS
Starting with CMS Release 13.1, you can use a Survivable CMS co-located at the site of the Survivable Core or Survivable Remote Server. A Survivable CMS is a standby CMS that collects data from a Survivable Remote or Survivable Core Server when the main server is not operational or when the customer is experiencing a network disruption. A Survivable CMS should not be located at the same location as the main server.
During normal operations, the Survivable CMS has a connection to the Survivable Core or Survivable Remote Server but does not collect data or support report users. Only the main CMS server collects data. When a Survivable Core Server assumes control of one or more port networks, or a Survivable Remote Server is active, the Survivable Core Server and/or the Survivable Remote Server sends data to the Survivable CMS. · CDR
The server initiates the connection to the CDR unit and sends call detail information over the configured link. The link remains active at all times while the CDR unit waits for data to be sent by a connected server. In the case of a Survivable Core or Survivable Remote Server, data will not be sent until the survivable server becomes active. Some CDR units can collect data from multiple servers in a configuration, separately or all at once. For information on the capability of your CDR unit, check with your CDR vendor.
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The CDR unit is administered on the IP Services screen. To use the PE interface, procr must be entered in the Local Node field.
· AESVCS
AESVCS (Application Enablement Services) supports connectivity with a maximum of 16 servers. Since AESVCS cannot tell which server is active in a configuration, it must maintain a constant connection with any server from which it might receive data. An Avaya Server "listens" for AESVCS after it boots up. The AESVCS application establishes the connection to the server.
If the adjunct terminates solely on the main server's PE interface, you do not have to administer the Survivable Processor screen. If AESVCS connects to a Survivable Remote or Survivable Core Server, you must administer the Survivable Processor screen in addition to the IP Services screen.
Load balancing for PE
You can load balance the H.323 endpoint traffic across multiple IP interfaces. The IP Interfaces screen contains the fields needed to load balance the IP interface.
Note:
The 4606, 4612, and 4624 telephones do not support the load balancing feature of the TN2602AP circuit pack.
Use the following guidelines to load balance the H.323 endpoints:
1. Load balancing starts with placing the C-LANs and the PE interface into a network region using the Network Region field.
2. Within the network region, further load balancing is done by entering a priority in the Gatekeeper Priority field. The system displays this field only if the Allow H.323 Endpoint field is set to y. You can have more than one IP interface administered at the same value in the Gatekeeper Priority field within a region. For example, you could have two C-LANs administered as 1 in the Gatekeeper Priority field.
Valid values for the Gatekeeper Priority field range from 1 to 9, with 1 being the highest. Within a network region, the system uses the highest Gatekeeper Priority IP interface first.
3. The number that is entered in the Target socket load or the Target socket load and Warning level field is the maximum number of connections you want on the interface. A socket represents a connection of an endpoint to the server. As endpoints connect, the load balancing algorithms direct new registrations to interfaces that are less loaded. The current load is unique to each interface and is the ratio of currently used sockets to the number administered in this field. Communication Manager tries to keep the ratio used by each interface the same. Note that this is a "target" level, and Communication Manager might use more sockets than specified in the field.
If there is only one IP interface within a priority, the Target socket load or the Target socket load and Warning level field is no longer used for load balancing. A number can
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be entered in this field to receive an error or a warning alarm if the targeted value is exceeded.
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Chapter 6: Manage telephones
Related links Connecting new telephones on page 109
Installing new telephones
About this task You can start a new telephone service by plugging in the telephone into a jack and dialing a sequence of numbers. The dialing sequence sets up an association between the telephone and the corresponding station administration.
Security alert: The unauthorized use of this feature can cause security problems. For suggestions on how to secure your system and to obtain additional security information, see Avaya Products Security Handbook. Procedure 1. On the Feature-Related System Parameters screen, ensure that the Customer Telephone
Activation (CTA) Enabled field and the TTI Enabled field are both set to y. 2. Complete the Station screen for the new telephone, and type x in the Port field.
Note: The telephone type must match the board type. For example, match a two-wire digital telephone with a port on a two-wire digital circuit pack. Use this procedure with all circuit-switched telephones except BRI (ISDN) and model 7103A. Caution: You can destroy your hardware if you attempt to connect an analog telephone to a digital port.
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Connecting new telephones
Associating a telephone with an x-port extension number
To associate a telephone with the existing x-port station administration, complete the following steps from the telephone you want to install: Procedure
1. Plug the telephone into the wall jack. 2. Lift the receiver and continue if you hear dial tone. 3. Dial #*nnnn, where nnnn is the extension number of the telephone you are installing. 4. Disconnect after you receive the confirmation tone. 5. Dial a test call to confirm that the telephone is in service.
If possible, call a telephone with a display so the person answering can confirm that you entered the correct extension number. Repeat the process until all new telephones have been installed. 6. For security reasons, disable the activation feature when you have activated your telephone. To do this, type change system-parameters features at the system administration terminal. 7. On the Feature-Related System Parameters screen, type n in the Customer Telephone Activation (CTA) Enabled field. 8. Press Enter to save your changes. 9. Type save translations. 10. Press Enter to permanently save the changes.
Note: Fixing problems: If you misdial and the wrong extension is activated for the telephone you are using, use the terminal translation initialization (TTI) unmerge feature access code to "uninstall" the telephone before you try again.
Connecting new telephones
Before you begin Ensure that you have the following:
· Port to use for the new telephone. · Type of telephone to install. · Location where you want to install the telephone.
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Manage telephones
Procedure 1. Find an available port. 2. Connect the port to the cross-connect field or termination closet. 3. Type the telephone details in the system.
Related links Manage telephones on page 108
Gathering necessary information
Procedure 1. Determine whether the telephone is an analog, digital, ISDN, or a hybrid set. You can also administer a virtual telephone which exists without hardware at the time of administration. You need the information to determine the type of port you need because the port type and telephone type must match. 2. If you do not know what type of telephone you have, see the Type field on the Station screen for a list of telephones by model number. 3. Record the room location, jack number, and wire number.
The information can be found on the jack where you want to install the telephone, in your system records, or from the technician doing the installation. 4. To view a list of boards on your system, type list configuration station.
The available boards or cards and ports appear. 5. Press Enter.
The System Configuration screen appears showing all the boards on your system that are available for connecting telephones. You can see the board number, board type, circuitpack type, and status of the port of each board. 6. Choose an available port, and record its port address.
Each port that is available or unassigned is indicated by a "u". Choose an available port from a board type that matches your telephone type (such as a port on an analog board for an analog telephone). Every telephone must have a valid port assignment, also called a port address. The combined board number and port number is the port address. So, if you want to attach a telephone to the third port on the 01C05 board, the port address is 01C0503 (01=cabinet, C=carrier, 05=slot, 03=port).
Note:
If you add several telephones at one time, you might want to print a paper copy of the System Configuration screen. 7. To print the screen to a printer attached to the system terminal, type list configuration station print
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Connecting new telephones
8. Press Enter. 9. To print to the system printer that you use for scheduled reports, type list
configuration station schedule immediate. 10. Press Enter. 11. Choose an extension number for the new telephone.
The extension you choose must not be assigned and must conform to your dial plan. You should also determine whether this user needs an extension that can be directly dialed (DID) or reached via a central telephone number. Be sure to note your port and extension selections on your system's paper records.
Telephone installation
After reading the relevant information about how to connect a telephone, you are ready to connect the port to the cross-connect field. You can configure the system to set up the new telephone. To request Avaya to install the new connections, go to the Avaya Support website at http:// support.avaya.com. Notify the Avaya technical support representative or on-site technician that you are ready to add the telephone to the system. If you are making the connections yourself, see the system installation guide for any questions.
Obtaining display labels for telephones
About this task Download telephone display labels for each telephone type that you install. Procedure
1. On the Station screen, set the Display Language field to English, Spanish, Italian, French, user-defined, or Unicode.
Note: The Unicode display is only available for Unicode-supported telephones. Currently, the 4610SW, 4620SW, 4621SW, and 4622SW, 16XX, 96X1, and 96x0-series Spice telephones support Unicode display. Unicode is also an option for the 2420J telephone when Display Character Set on the System Parameters Country-Options screen is Katakana. For more information about 2420J, see 2420 Digital Telephone User's Guide, 555-250-701. 2. On the System-Parameters Country-Options screen, set the Display Character Set field to one of the following for the 2420 or 2410 telephone. 3. On the Katakana for a Katakana character display.
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Manage telephones
Adding a new station
Before you begin Ensure that the extension number you use conforms to your dial plan. About this task The information that you enter on the Station screen indicates that the telephone exists and connects the features you want to enable on the telephone. With Communication Manager, you can enter extensions with punctuation on the command line. Punctuation is limited to hyphens and periods. Communication Manager cannot process a command, such as add station 431 4875. You must format a command as one of the following:
· Add station 431-4875 · Add station 431.4875 · Add station 4314875 Procedure 1. To access the Station screen for the new telephone, do one of the following:
· Type add station nnnn where nnnn is the extension for the new telephone. · Type add station next to automatically use the next available extension number. 2. (Optional) If you have Terminal Translation Initialization (TTI) enabled, you might receive the following error message when attempting to add a new station: If you receive an error message: No station/TTI port records available; display capacity for their usage Do one of the following: 3. Remove any DCP or analog circuit packs that have no ports administered on them. 4. Check if you are using TTI or any related feature, such as PSA or ACTR. Set the Terminal Translation Initialization (TTI) Enabled field on the Feature Related System Parameters screen to n if you are not using these features. Go to the Avaya Support website at http://support.avaya.com for current documentation, product notices, and knowledge articles related to the topic, or to open a service request. For more information on TTI, see Terminal Translation Initialization in Avaya Aura® Communication Manager Feature Description and Implementation Guide, 555-245-205. For more information about the System Capacity screen, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers. By default, port 1720 is turned off to minimize denial of service situations on all IP softphones Release 5.2 and later. You can change this setting if you have root privileges on the system by typing the command: /opt/ecs/ sbin ACL 1720 on or off.
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5. Press Enter. When the system displays the Station screen, you see the extension number and some default field values.
The name you enter displays on called telephones that have display capabilities. Some messaging applications, such as INTUITY, recommend that you enter the last name of the user and their extension to identify the telephone. The name entered is also used for the integrated directory.
Tip:
To hide a name in the integrated directory, enter two tildes before the name when you assign it to the telephone. Set Display Character Set on the System Parameters Country-Options screen to Roman. The tildes are not displayed with caller ID name. Also, if a name is entered with only one tilde, the name is converted to Eurofont characters.
Note:
For 4610SW, 4620SW, 4621SW, and 4622SW, Sage, Spark, and 9600-series Spice telephones, the Name field is supported by Unicode language display. You must use MSA. For more information about Unicode language display, see Administering Unicode display. Unicode is also an option for the 2420J telephone when Display Character Set on the System Parameters Country-Options screen is Katakana. For more information about the 2420J, see 2420 Digital Telephone User's Guide, 555-250-701.
The name you enter displays on called telephones that have display capabilities. Some messaging applications, such as INTUITY, recommend that you enter the last name of the user and their extension to identify the telephone. The name entered is also used for the integrated directory.
Tip:
To hide a name in the integrated directory, enter two tildes before the name when you assign it to the telephone. Set Display Character Set on the System Parameters Country-Options screen to Roman. The tildes are not displayed with caller ID name. Also, if a name is entered with only one tilde, the name is converted to Eurofont characters rewrite in active voice
Note:
For 4610SW, 4620SW, 4621SW, and 4622SW, Sage, Spark, and 9600-series Spice telephones, the Name field is supported by Unicode language display. You must use MSA. For more information about Unicode language display, see Administering Unicode display. Unicode is also an option for the 2420J telephone when Display Character Set on the System Parameters Country-Options screen is Katakana. For more information about the 2420J, see 2420 Digital Telephone User's Guide, 555-250-701.
6. Press Enter to save your changes.
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Manage telephones
Creating a dual registered extension
About this task With the SIP and H.323 dual registration feature, you can assign the same extension to H.323 and SIP endpoints. Procedure
1. Through System Manager, create an extension of H.323 set type. 2. On the SAT screen, type change off-pbx-telephone station-mapping n, where
n is the extension that you added through System Manager. 3. On the Stations With Off-Pbx Telephone Integration screen, add an OPS entry.
Changing a station
About this task You can make changes to a new telephone, such as assigning a coverage path or adding feature buttons. Procedure
1. Enter change station nnnn where nnnn is the extension of the new telephone. 2. Change the necessary fields as described in the previous section, and then press Enter.
Duplicating telephones
About this task A quick way to configure telephones is by copying the information from an existing telephone and modifying it for each new telephone. For example, you can configure one telephone as a template for an entire work group. Then you can duplicate the template Station screen to add all the other extensions in the group.
Note: Only telephones of the same model can be duplicated. The duplicate command copies all the feature settings from the template telephone to the new telephones. Procedure 1. Type display station nnnn, where nnnn is the extension of the Station screen you
want to duplicate to use as a template. 2. Click Enter.
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Adding multiple call center agents
3. Verify that this extension is the one you want to duplicate.
4. Press Cancel to return to the command prompt.
5. Type duplicate station nnnn, where nnnn is the extension you want to duplicate. Then click Enter.
The system displays a blank duplicate Station screen.
Alternately, you can duplicate a range of stations by typing duplicate station <extension> start nnnn count <1-16>, where <extension> represents the station you want to duplicate. nnnn represents the first extension number in a series. Count <1-16> represents the number of consecutive extensions after the start extension to create duplicates.
Note:
You might want to duplicate the settings of another station where you need to change the port or station type. You must individually administer each station after creating the duplicates.
6. Type the extension, port address, and telephone name for each new telephone you want to add.
The rest of the fields on the Station screen are optional. You can complete them at any time.
7. Click Enter.
Changes are saved to system memory.
8. To make changes to these telephones, such as assigning coverage paths or feature buttons, type change station nnnn. nnnn is the extension of the telephone that you want to modify. Then press Enter.
Adding multiple call center agents
About this task You can add multiple call center agents, all with the same settings, based on an agent that is already administered. Procedure
1. Enter command duplicate agent-loginID on the CLI screen and the extension of the agent you want to duplicate.
2. Select Start and enter the extension you want to use for the first new agent. 3. Select count and the number of agents you want to add. 4. On the Agent LoginID screen, fill in the required information.
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Manage telephones
For more information, see Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide, 07-600779.
Using an alias
About this task Not every telephone model or device has a unique Station screen in the system. You might have to use an available model as an "alias" for another. If you need to enter a telephone type that the system does not recognize or support, use an alias. Defining aliases is also a useful method to identify items that act as analog stations on Communication Manager, such as fax machines, modems, or other analog device. If you purchase a telephone model that is newer than your system, you can alias this telephone to an available model type that best matches the features of your new telephone. See your telephone manual to determine which alias to use. If your manual does not have this information, you can contact the DEFINITY® helpline for an appropriate alias. For example, you can create two aliases: one to add a new 6220 telephone and one to add modems to your system. Procedure
1. See your new telephone manual to find the correct alias. To add a new 6220 telephone, you can find that the 6220 should be administered on an older system as a 2500 telephone. To do this:
2. Type change alias station on CLI. 3. Press Enter.
The system displays the Alias Station screen. 4. In the Alias Set Type field, type 6220.
This is the name or model of the unsupported telephone. 5. In the Supported Set Type field, type 2500.
This is the name or model of the supported telephone. 6. In the Alias Set Type field, type modem.
You can call the alias set anything you like. Once you define the alias, you can use the alias set in the Type field on the Station screen. 7. In the Supported Set Type field, type 2500. Entering 2500 indicates to the system that these models are basic analog devices. 8. Press Enter to save your changes.
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Customize your telephone
Now you can follow the instructions for adding a new telephone (or adding a fax or modem). Avaya Communication Manager now recognizes the new type (6220 or modem) that you enter in the Type field. Be sure to see your telephone manual for instructions on how to set feature buttons and call appearance buttons.
Note: If you need to use an alias for a telephone, you might be unable to take advantage of all the features of the new telephone.
Customize your telephone
You can customize the settings on your personal telephone. You can add feature buttons to monitor or test the system, so that you can troubleshoot the system from your telephone. To troubleshoot the system, you need a telephone with the following facilities:
· A large multi-button display, such as 8434D or 8410D · The class of service with console permissions · Feature buttons, such as:
- ACA and security violations assigned to lamp buttons - Busy verify - Cover message retrieval button - Major or minor alarm buttons - Trunk ID buttons - Verify button After you select a telephone, select the place for this telephone, for example, at your desk or in the server room. If the telephone is in the server room near the system administration terminal, you can quickly add or remove feature buttons to test features. You can set up multiple telephones for testing applications and features before you provide them to users. You can have a telephone that represents each type of user telephone in your organization. For example, if you have four basic telephone templates each for executives, marketers, technicians, and other employees, you can test new features or options. You can have examples of each of these telephones and test options. After you are satisfied that a change works on the test telephone, you can make the change for all the users in that group.
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Manage telephones
Upgrading telephones
About this task You can change the telephone type for a user without changing the location. You can access the Station screen for the extension and enter the new model number.
Note: This method is used only if the new telephone type matches the existing port type, such as a digital telephone with a digital port. For example, a user at extension 4556 who has a 7410+ telephone and wants to replace the phone with a new 8411D telephone. Procedure 1. On the command line interface, type change station 4556. 2. Press Enter.
The system displays the Station screen for 4556. 3. In the Type field, overwrite 7410+ with 8411D. 4. Press Enter.
Now you can access the functions and feature buttons that correspond to an 8411D telephone.
Swapping telephones
About this task Moving a telephone from one location to another or swapping telephones between two locations is only possible if the two telephones are of the same type. Swapping telephones between two locations is possible if the telephones are both digital or both analog. You can use X ports to easily swap the telephones, A and B. Change port assignment of telephone A to X, change telephone port assignment of B to old port of A, and finally, replace the X on telephone A to old port of B. For example, to swap telephones for extension 4567 (port 01C0505) and extension 4575 (port 01C0516), complete the following steps: Procedure
1. Type change station 4567. 2. Press Enter. 3. Record the current port address (01C0505), and type x in the Port field. 4. Press Enter to save your changes. 5. Type change station 4575.
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Automatic Customer Telephone Rearrangement
6. Press Enter. 7. Record the current port address (01C0516). 8. Type 01C0505 in the Port field. 9. Update the Room and Jack fields. 10. Press Enter to save your changes 11. Type change station 4567 again. 12. Press Enter. 13. Type 01C0516 in the Port field.
This is the port that was assigned to extension 4575. 14. Update the Room and Jack fields. 15. Press Enter to save your changes. 16. Physically unplug the telephones, and move them to their new locations.
When you swap telephones, the system keeps the old button assignments. If you are swapping to a telephone with softkeys, the telephone could have duplicate button assignments because soft keys have default assignments. You can check your button assignments and modify them as necessary.
Automatic Customer Telephone Rearrangement
Automatic Customer Telephone Rearrangement (ACTR) is an enhancement to Terminal Translation Initialization (TTI), Personal Station Access 25 (PSA), and Customer Telephone Activation (CTA). ACTR makes it easy to identify and move telephones from one location and to another without additional administration in Communication Manager. Communication Manager automatically associates the extension to the new port. ACTR works with 6400 Serialized telephones and with the 2420 or 2410 telephones. The 6400 Serialized telephone is stamped with the word "Serialized" on the faceplate for easy identification. The 6400 Serialized telephone memory electronically stores its own part ID (comcode) and serial number, as does the 2420 or 2410 telephone. ACTR uses the stored information and associates the telephone with the new port when the telephone is moved. When you move a telephone, the telephone must be plugged into an AC outlet at the new location. A telephone with remote auxiliary power must be supplied remote auxiliary power at the new location. If this is not done, some optional adjuncts, such as an expansion module, do not operate.
Caution: When a telephone is unplugged and moved to another physical location, the Emergency Location Extension field must be changed for that extension or the USA Automatic Location Identification database must be manually updated. If this is not done, the DID number sent to
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Manage telephones
the Public Safety Access Point (PSAP) could send the emergency response personnel to the wrong location. On the Feature-Related System Parameters screen, set the Terminal Translation Initialization (TTI) Enabled field to y and the TTI State field to voice. When you enter always or once in the Automatic Moves field on the Station screen, Communication Manager obtains the serial number from the telephone and records it to ACTR Move List. If you change the entry in the Automatic Moves field from always or once to no, Communication Manager removes the extension from the Move List.
How calls are processed during a move
When a telephone is unplugged while on a call, and a 6400 Serialized telephone or a 2420 or 2410 telephone that is administered for automatic moves is plugged into the port within 60 seconds, the following happens.
· Both extensions are placed in idle state. · Active calls on either extension are dropped, unless the call is active on a bridged
appearance at some other telephone. · Held calls remain in a hold state. · Any calls ringing on either extension instantly proceed to the next point in coverage or station
hunting path, unless the call is ringing on a bridged appearance at some other telephone. · User actions that were pending when the new telephone was plugged in are aborted. You can use the list station movable command to keep track of extensions on the move list up to the maximum number specified on Communication Manager.
Using ACTR to move telephones
Before you begin · Be sure the TTI field on the Feature-Related System Parameters screen is set to y. · Before you move a telephone in your system, set the TTI State field to voice on the FeatureRelated System Parameters screen.
About this task As an example, to move a telephone to extension 1234: Procedure
1. Type change station 1234. 2. Press Enter. 3. Move to the Automatic Moves field 4. Type always in the Automatic Moves field.
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5. Press Enter to save your changes.
Terminal Translation Initialization
Terminal Translation Initialization
Use Terminal Translation Initialization (TTI) to merge an x-ported station with a valid port. Dial a TTI merge code, a systemwide security code, and the x-port extension from a telephone connected to that port. Using TTI, you can separate an extension from its port by dialing a similar separate digit sequence. This action causes the station to revert to an x-port. TTI can be used to move the telephone and data module from office to office. You can separate a telephone from its port with TTI. Unplug the telephone from the jack, plug the telephone into a jack in another office, and merge the telephone to its new port with TTI. For more information about setting the security code for each extension, see Setting up Personal Station Access.
Security alert: Security problems can arise from unauthorized use of this feature. For example, someone who knows the TTI security code can disrupt normal business functions by separating telephones or data terminals. To prevent such disruption, change the TTI security code frequently. Remove the Feature Access Code (FAC) from the system when not in use. For more information about security aspects and new security developments, see the Avaya Products Security Handbook.
Merging an extension with a TTI telephone
Before you begin Before you can merge a telephone, you must set the TTI State field to voice on the FeatureRelated System-Parameters screen. You also must set the extension to match the port type of the TTI port making the merge request. For example, a digital telephone type can merge only to a port on a digital board. About this task For example, a digital telephone type can merge only with a port on a digital board. You can destroy your hardware if you attempt to connect an analog telephone to a digital port. You cannot use TTI to change a virtual extension. To merge an extension with a TTI telephone, the steps are as follows: Procedure
1. Dial the TTI merge FAC. · If the code is correct, you receive dial tone. · If the code is incorrect, you receive intercept tone.
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2. Dial the TTI security code from the telephone you want to merge. · If the code is correct, you receive the dial tone. · If the code is incorrect, you receive the intercept tone.
3. Dial the extension of the telephone you want to merge. · If the extension is valid, you receive confirmation tone, which might be followed by dial tone. · If the extension is valid and you receive the intercept tone immediately following the confirmation tone, attempt the merge again. · If the extension is valid but the extension is being administered, you receive the reorder tone. Try the merge again later. · If the extension is invalid, you receive the intercept tone. · If the system is busy and cannot complete the merge, you receive the reorder tone. Try the merge again later. · If the telephone has a download status of pending, you receive the reorder tone. Change the download status to complete, and try the merge again.
Using TTI to separate an extension from a telephone
Procedure 1. Dial the TTI separate FAC. 2. Dial the TTI security code. · If the code is correct, you receive the dial tone. · If the code is incorrect, you receive the intercept tone. 3. Dial the extension of the telephone to be separated. · If you have dialed the extension of the telephone currently merged with this telephone, you receive the confirmation tone. · If you have dialed the extension of the telephone currently merged with this telephone, but the extension is being administered, you receive reorder tone. Try the separation again later. · If you have not dialed the extension of the telephone currently merged with this telephone, you receive the intercept tone. · If the system is busy and cannot complete the separation, you receive the reorder tone. Try the separation again later.
Troubleshooting TTI
If you have difficulty in using TTI, review the following system restrictions.
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Terminal Translation Initialization
Problem
Restriction
The TTI Ports field on the System Capacity screen (type display capacity) shows the number of TTI ports used in a server running Communication Manager.
This field shows only the number of TTI ports being administered. If a TTI exceeds the maximum number of ports, the port is not administered and cannot be added. In that case, a telephone cannot be added. For details on the System Capacity screen, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
BRI endpoints are only counted as one TTI port. For example, for every two BRI endpoints, one TTI port is counted. As such, you can have two telephones assigned to one port. If either endpoint is administered, the TTI port count is reduced by 1.
The total number of translated telephones and Voice TTI ports in a system is limited to the maximum number of administered telephones supported in the system.
The total number of translated data terminals and Data TTI ports in a system is limited to the maximum number of administered data modules allowed in the system.
When you use this order, voice and then data (Set the TTI State field to voice and then set the TTI State field to data), you reduce the chance of a user trying to use TTI on a dataonly terminal that does not have TTI port translation
This can happen when the number of telephones allowed by the system is twice the number of data terminals. For example, if the system limit for telephones is 15,000 and 7,500 for data, then when TTI was turned on for data first, only the first 7,500 unadministered ports would get TTI port translations.
When TTI is activated for the system, these actions take place
· If the TTI State field was previously activated but in a different state (such as, a voice to data state), the old TTI translations are removed and the new ones added on a board-by-board basis.
· If the TTI State field is set to voice, then default TTI translations are generated for every unadministered port on all digital, hybrid, and analog boards.
· If the TTI State field is set to data, then default TTI translations are generated for every unadministered port on all digital and data line boards in the system.
· Whenever a new digital board is inserted when the system is in TTI Data mode, or when a digital, hybrid, or analog board is inserted when the system is in TTI Voice mode, the unadministered ports on the board become TTI ports.
· When TTI is deactivated, all translation for the TTI ports is removed in the system, and the ports return to an unadministered state.
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Removing telephones
Before you begin Before you physically remove a telephone from your system, check the telephone's status, remove it from any group or usage lists, and then delete it from the system's memory. For example, to remove a telephone at extension 1234: Procedure
1. Type status station 1234. 2. Press Enter.
The system displays the General Status screen. 3. Make sure that the telephone is in the following state:
a. Plugged into the jack b. Idle and not receiving calls c. No messages waiting d. No active buttons, such as Send All Calls or Call Forwarding 4. Type list groups-of-extension 1234. 5. Press Enter. The Extension Group Membership screen shows whether the extension is a member of any groups on the system. 6. Press Cancel. 7. If the extension belongs to a group, access the group screen and delete the extension from that group. If extension 1234 belongs to pickup group 2, type change pickup group 2 and delete the extension from the list. 8. Type list usage extension 1234. 9. Press Enter. The Usage screen shows where the extension is used in the system. 10. Press Cancel. 11. If the system displays the extension on the Usage screen, access the appropriate feature screen and delete the extension. If extension 1234 is bridged onto extension 1235, type change station 1235 and remove the appearances of 1234. 12. Type change station 1234. 13. Press Enter.
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Adding a fax or a modem
14. Type remove station 1234. 15. Press Enter.
The system displays the Station screen for this telephone, so you can verify that you are removing the correct telephone.
Tip: Be sure to record the port assignment for this jack in case you want to use it again later. 16. If this is the correct telephone, press Enter. a. If the system responds with an error message, the telephone is busy or still belongs to a group. b. Press Cancel to stop the request, correct the problem. c. Enter remove station 1234 again. 17. Remove the extension from voice mail service if the extension has a voice mailbox. 18. Type save translations. 19. Press Enter to save your changes Note: You do not need to delete the extension from coverage paths. The system automatically adjusts coverage paths to eliminate the extension. Next steps Now you can unplug the set from the jack and store it for future use. You do not need to disconnect the wiring at the cross-connect field. The extension and port address remain available for assignment at a later date. Once you successfully remove a set, that set is permanently erased from system memory. If you want to reactivate the set, you have to add it again as though it were a new telephone.
Adding a fax or a modem
About this task Connecting a fax machine or modem to your system is similar to adding a telephone, with a few important exceptions. To add a fax or a modem, see Adding Telephones in the above section. Because the system does recognize the concept of "fax" or "modem", you need to administer these items as basic analog stations. You can merely use the supported station type 2500 (analog, single line). Alternatively, you can create aliases to the 2500. To be able to create reports that indicate which stations are faxes or modem. For more information about aliasing, see Using Alias.
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As an example, if you have already defined an alias for "fax" as a 2500 station type and want to add a fax machine to extension 4444, the steps are as follows: Procedure
1. Type add station 4444. 2. Press Enter. 3. In the Type field, type fax. 4. In the Port field, type the port address. 5. In the Name field, type a name to associate with this fax. 6. Move to the Data Restriction field and type y.
Entering y in this field prevents calls to and from this extension from being interrupted by tone signals. This is important for fax machines and modems as these signals can disrupt transmissions of data. 7. In the Distinctive Audible Alert field, type n. This eliminates the distinct 2-burst ring for external calls, which often interferes with the auto-answer function on fax machines or modems. 8. Press Enter to save changes.
Enabling transmission over IP networks for modem, TTY, and fax calls
Before you begin The ability to transmit fax, modem, and TTY calls over IP trunks or LANs and WANs assumes that the endpoints sending and receiving the calls are connected to a private network that uses H.323 trunking or LAN connections between gateways and/or port networks. This type of transmission also assumes that calls can either be passed over the public network using ISDN-PRI trunks or passed over an H.323 private network to Communication Manager switches that are similarly enabled. As a result, it is assumed that you have assigned, or will assign, to the network gateways the IP codec you define in this procedure. As an example, assign codec set 1 to the network region to enable handling of fax, modem, and TTY calls. Procedure
1. Type ip-codec-set 1 or change ip-media-parameters 1. 2. Press Enter.
The system displays the IP MEDIA PARAMETERS screen. 3. Complete the fields as required for each media type you want to enable. 4. Press Enter.
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IP Softphones
For more information on modem or fax or TTY over IP, see Administering Network Connectivity on Avaya Aura® Communication Manager, 555-233-504.
IP Softphones
Using Avaya IP Softphones, the end user can control telephone calls directly from a Personal Computer (PC). An end user can log in remotely to the company server running Communication Manager, and then make and receive telephone calls from the telephone extension. Avaya IP Softphones support the following modes:
· Road-Warrior You typically use this mode for laptop users who are travelling. In this mode, the Personal Computer LAN connection carries both the call control signaling and the voice path. Because the audio portion of the voice call is handled by the Personal Computer, you must have some kind of audio device (e.g., handset, headset) Personal Computer to provide the audio connection.
· Telecommuter or Avaya IP Agent For the telecommuter or Avaya IP Agent mode, you make two separate connections to the Avaya DEFINITY® server. The signaling path is carried over an IP network, and the voice path is carried over the standard circuit-switched telephone network (PSTN). Since you are using a telephone for audio, you do not need an H.323 Personal Computer audio application. The telecommuter mode uses the Avaya IP Softphone interface on the user Personal Computer and a standard telephone. The Avaya IP Agent mode uses the Avaya IP Agent interface on the agent Personal Computer and a call center telephone.
· Native H.323 (only available with Avaya IP Softphone R2) Using the standalone H.323 mode, the travelers can use some Communication Manager features from a remote location. This mode uses a Personal Computer running an H.323 v2compliant audio application, such as Microsoft NetMeeting. The H.323 mode controls the call signaling and the voice path. However, since it does not use the IP Softphone interface, this configuration is capable of operating only as an analog or single-line telephone making one call at a time without any additional assigned features. You can provide standalone H.323 users only features that they can activate with dial access codes.
· Control of IP Telephone (only available with IP Softphone R4 and later) You can use this mode to make and receive calls under the control of the IP Softphone - just like in the Telecommuter or Road Warrior mode. The big difference is that you have a real digital telephone under your control. In the Road Warrior mode, there is no telephone. In the Telecommuter mode, the telephone you are using whether analog, digital, or IP telephone is brain dead. In this mode if you have an IP telephone, you get the best of both worlds.
· Control of DCP Telephone (only available with IP Softphone R5 and later) This feature provides a registration endpoint configuration. With this new configuration, an IP softphone and a non-softphone telephone can be in service on the same extension at the same time. Also, the call control is executed by both the softphone and the telephone endpoint, and the audio is monitored by the telephone endpoint.
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Tip: Use status station to show the part (product) ID, serial number, and the audio connection method used by existing stations. Note: Beginning with the November 2003 release of Communication Manager, R1 and R2 IP Softphone and IP Agent, which use a dual connect (two extensions) architecture, are no longer supported. R3 and R4 IP Softphone and IP Agent, which use a single connect (one extension) architecture, continue to be supported. This applies to the RoadWarrior and the Telecommuter configurations for the IP Softphone. Native H.323 registrations for R1 and R2 Softphones continue to be supported.
Enabling the system to use IP softphone
Procedure 1. Display the System Parameters Customer-Options (Optional Features) screen. 2. Verify the following field settings: · Maximum Concurrently Registered IP Stations is greater than 0. · IP Stations field is y · Information has been entered in the fields on the Maximum IP Registrations by Product ID page 3. Verify that your Communication Manager server has a Processor Ethernet board and a gateway. 4. Install the IP Softphone software on each IP Softphone user's Personal Computer.
Road Warrior Mode
Use Softphone in the Road Warrior mode when you want call control signaling and voice media to flow over the IP network between the softphone and Communication Manager. You also can "take over" an IP telephone. Typically you would not have a different extension for your softphone. When you log in, the softphone takes over the existing telephone extension (turn the DCP or IP telephone off). During this time, that DCP or IP telephone is out of service. This is accomplished if, on the Station screen, the IP Softphone field is y. To illustrate, add a softphone in Road Warrior mode at extension 3001. Except for single-connect IP telephones, you have to actually administer two extensions for each Road Warrior mode.
Adding a Softphone in Road Warrior mode
Procedure 1. Type add station 3000.
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IP Softphones
2. Press Enter. The system displays the Station screen.
3. In the Type field, enter H.323. 4. Press Enter to save your work.
Administering Road Warrior
Procedure 1. Type add station next. 2. Press Enter. The system displays the Station screen.
Note: To change an existing DCP extension, type change station nnnn in this step, where nnnn is the existing DCP extension. 3. In the Type field, enter the model of telephone you want to use. For example, enter 6408D. 4. In the Port field, type x for virtual telephone, or enter the port number if there is hardware.
Note: Port 1720 is turned off by default to minimize denial of service situations. This applies to all IP softphones release 5.2 or later. You can change this setting, if you have root privileges on the system, by typing the command: /opt/ecs/ sbin ACL 1720 on or off. 5. In the Security Code field, enter the password for this remote user. For example, enter 1234321. This password can be 3-8 digits in length. 6. In the Media Complex Ext field, type 3000. This is the H.323 extension just administered. 7. In the IP Softphone field, type y. 8. On page 2, in the Service Link Mode field, type as-needed. Set this field to permanent only for extremely busy remote telephone users, such as call center agents. 9. In the Multimedia Mode field, type enhanced. 10. Press Enter to save your work.
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Now you can install and configure the software on the user's Personal Computer. In this example, the user logs in by entering their DCP extension (3001) and password (1234321).
Adding a softphone in telecommuter mode
About this task Use Softphone in telecommuter mode when you want call control signaling to flow over the IP network between the softphone and Communication Manager and voice media to flow over a telephone line. For example, the following steps show how to administer a softphone in telecommuter mode for a home user at extension 3010. Procedure
1. Type add station 3010. 2. Press Enter.
The system displays the Station screen.
Note: For a new DCP extension, use the add station command. For an existing DCP extension, use the change station command, and ignore steps 3 and 4. 3. In the Port field, type x for virtual telephone, or enter the port number if there is hardware. 4. In the Security Code field, enter the password for this remote user. For example, enter 1234321. This password can be up to 7 digits in length. 5. In the IP Softphone field, type y. 6. On page 2, in the Service Link Mode field, type as-needed. Set this field to permanent only for extremely busy remote telephone users, such as call center agents. 7. In the Multimedia Mode field, type enhanced. 8. Press Enter to save your work. Now you can install and configure the software on the user's Personal Computer. In this example, the user will login by entering their DCP extension (3010) and password (1234321).
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IP Telephones
Troubleshooting IP softphones
Problem Display characters on the telephone cannot be recognized.
Cause Microsoft Windows is not set to use Eurofont characters.
Solution Set the Microsoft Windows operating system to use Eurofont. For more information on how to install and configure the IP Softphone software, see user documentation on Avaya IP softphone.
Problem The call is not connecting to the home phone that is configured as Other Phone. Cause The Facility Restriction Level (FRL) of the desk phone is too low for the route pattern over which the trunk call to the home phone is sent.
Solution Increase the FRL of the desk phone or reduce the FRL on the route pattern.
IP Telephones
The 4600-series IP Telephones are physical sets that connect to Communication Manager via TCP/IP.
Caution: An Avaya IP endpoint can dial emergency calls (for example, 911 calls in the U.S.). It only reaches the local emergency service in the Public Safety Answering Point area where the telephone system has local trunks. Please be advised that an Avaya IP endpoint cannot dial to and connect with local emergency service when dialing from remote locations that do not have local trunks. You should not use an Avaya IP endpoint to dial emergency numbers for emergency services when dialing from remote locations. Avaya Inc. is not responsible or liable for any damages resulting from misplaced emergency calls made from an Avaya endpoint. Your use of this product indicates that you have read this advisory and agree to use an alternative telephone to dial all emergency calls from remote locations.
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Manage telephones
Adding an IP telephone
Before you begin Verify the system has a:
· TN2302 IP Media Processor circuit pack for audio capability · TN799 Control-LAN circuit pack for signaling capability (for CSI Servers only) Make sure that you can use IP Telephones on your system. Display the System-Parameters Customer-Options (Optional Features) screen, and verify the following field settings. · Maximum Concurrently Registered IP Stations is greater than 0 · IP Stations field is y · Information has been entered in the fields on the Maximum IP Registrations by Product ID
page. About this task These steps show how to add an IP telephone at extension 4005 and how to assign an extension. Procedure
1. Type add station 4005. 2. Press Enter.
The system displays the Station screen. Note: When adding a new 4601 or 4602 IP telephone, you must use the 4601+ or 4602+ station type. This station type enables the Automatic Callback feature. When making a change to an existing 4601 or 4602, you receive a warning message, stating that you should upgrade to the 4601+ or 4602+ station type to access the Automatic Callback feature.
The system displays the Port field as display only, and IP. 3. In the Security Code field, enter the password for the IP telephone user.
Although the system accepts a null password, the IP telephone does not work unless you assign a password. 4. Press Enter to save your work.
Changing from dual-connect to single-connect IP telephones
About this task When you have a dual extension telephone and you upgrade to a single extension telephone, you can remove the connection that is no longer used for that telephone. To remove the H.323 connection that is no longer needed, first record the media complex extension number.
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IP Telephones
Procedure 1. Type change station nnnn where nnnn is the extension number of the original dualconnect telephone that you are replacing with a single-connect telephone.
The system displays the Station screen. 2. Move to the Media Complex Extension field. 3. Write down the number in the Media Complex field, then delete the number from the field. 4. Press Enter to save your work. 5. Remove the extension you recorded. Before you remove an H.323 extension from your
system, check the status, remove it from any group or usage lists, and then delete it from the system's memory.
For example, if you wrote down extension 1234 before you removed it from the Media Complex field on the Station screen, then remove extension 1234 using these steps:
a. Type status station 1234. b. Press Enter.
The system displays the General Status screen. c. Make sure that the extension is idle and not making or receiving calls, has no
messages waiting and has no active buttons, such as Send All Calls or Call Forwarding. d. Type list groups-of-extension 1234. e. Press Enter.
The Extension Group Membership screen shows whether the extension is a member of any groups on the system. f. Press Cancel. g. If the extension belongs to a group, access the group screen and delete the extension from that group.
If extension 1234 belongs to pickup group 2, type change pickup group 2 and delete the extension from the list. h. Type list usage extension 1234. i. Press Enter.
The Usage screen shows where the extension is used in the system. j. Press Cancel. k. If the system displays the extension on the Usage screen, access the appropriate
feature screen and delete the extension.
If extension 1234 belongs to hunt group 2, type change hunt group 2 and delete the extension from the list.
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Manage telephones
l. Type change station 1234. m. Press Enter. n. Delete any bridged appearances or personal abbreviated dialing entries. o. Press Enter.
The system displays the Station screen for this telephone so you can verify that you are removing the correct telephone. p. Type remove station 1234. q. Press Enter. r. If this is the correct telephone, press Enter. · The system responds with command successfully completed. · If the system responds with an error message, the telephone is busy or still belongs
to a group. s. Press Cancel to stop the request, correct the problem, and type remove station
1234 again. t. Remove the extension from voice mail service if the extension has a voice mailbox. u. Type save translations. v. Press Enter to save your changes.
Note: You do not need to delete the extension from coverage paths. The system automatically adjusts coverage paths to eliminate the extension. Once you successfully remove the extension, it is permanently erased from system memory. If you want to reactivate the extension, you have to add it again as though it were new.
Setting up emergency calls on IP telephones
About this task Set up which "calling number" to send to the public safety access point when an emergency call is placed from an IP telephone. You use the Station screen to set up emergency call handling options for IP telephones. As an example, administer the option that prevents emergency calls from an IP telephone. Procedure
1. Type change station nnnn where nnnn is the extension of the telephone you want to modify.
2. Press Enter.
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Remote office setup
The system displays the Station screen. 3. Click Next Page to find the Remote Softphone Emergency calls field. 4. Type block in the Remote Softphone Emergency calls field. 5. Press Enter to save your changes.
Caution: An Avaya IP endpoint can dial emergency calls, such as 911 in the U.S., but it only reaches the local emergency service in the Public Safety Answering Point area where the telephone system has local trunks. Please be advised that an Avaya IP endpoint cannot dial to and connect with local emergency service when dialing from remote locations that do not have local trunks. You should not use an Avaya IP endpoint to dial emergency numbers for emergency services when dialing from remote locations. Avaya Inc. is not responsible or liable for any damages resulting from misplaced emergency calls made from an Avaya endpoint. Use of this product indicates that you have read this advisory and agree to use an alternative telephone to dial all emergency calls from remote locations. Go to the Avaya Support website at http:// support.avaya.com if you have questions about emergency calls from IP telephones.
Remote office setup
Avaya Remote Office provides IP processing capabilities to traditional call handling for voice and data between Avaya Communication Manager and offices with Remote Office hardware. You need to add the information about Remote Office as a node in Communication Manager, add its extensions, and set up the trunk and signaling groups.
Adding Remote Office to Communication Manager
Before you begin On the System Parameters Customer-Options (Optional Features) screen, ensure that the following fields are set to y.
· Maximum Administered Remote Office Trunks · Maximum Administered Remote Office Stations · Product ID registration limit · Remote Office · IP station · ISDN-PRI
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Manage telephones
Also, install and administer your Remote Office hardware at the remote location and obtain the following information from the remote administration:
· IP address · Password About this task As an example, set up a remote-office location using Avaya R300 Remote Office Communicator hardware, add a new node, and set up the signaling group and trunk group. Procedure 1. Type change node-names IP. 2. Press Enter.
The system displays the Node Name screen. 3. In the Name field, type in a word to identify the node.
Type Remote 6. 4. In the IP address field, type in the IP address to match the one on the Avaya R300
administration. 5. Press Enter to save your changes. 6. Type add remote office, and the number for this remote office. 7. Press Enter.
The system displays the Remote Office screen. 8. Fill in the following fields.
· Node Name - match the name on the IP Node Names screen. · Network Region - this must match the network region on the IP Interfaces screen for
the circuit packs that connect this remote office. Use display ip-interfaces to find this information. · Location - match the one set up on the Location screen for this remote office. · Site Data - identify the street address or identifier you want to use. 9. Press Enter to save your changes.
Tip: Use status remote office to verify that your server running Communication Manager recognizes the Remote Office information. It also displays the extensions and signaling group you administer next.
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Setting up a trunk group
About this task You can modify an existing trunk group or add a new one. In our example, we will add trunk group 6. Before you start, perform Setting up a signaling group on page 137. Procedure
1. Type add trunk group 6. The system displays the Trunk Group screen.
2. In the Group Type field, type ISDN. ISDN-PRI or ISDN-BRI must be y on the System Parameters Customer-Options (Optional Features) screen.
3. In the TAC field, type in the trunk access code that conforms to your dial plan. 4. In the Carrier Medium field, type H.323 (Medpro). 5. In the Dial Access field, type y. 6. In the Service Type field, type tie. 7. In the Signaling Group field, type in the signaling group you created. 8. Press Enter to save your changes.
Setting up a signaling group
About this task Each Remote Office has its own listen port and signaling group. Set up a new trunk group, or use an existing trunk group administered for H.323 signaling. To set up the signaling group for remote office: Procedure
1. Type add signaling-group and the number of the group you want to add. The system displays the Signaling Group screen.
2. In the Group Type field, type H.323 3. In the Remote Office field, type y. 4. In the Trunk Group for Channel Selection field, type the number of the trunk you set up
for the remote office. 5. In the Near-end Node Name field, identify the node name assigned to the CLAN that
supports the R300.
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6. In the Far-end Node Name field, identify the node name assigned to the CLAN that supports the R300.
7. In the Near-end Listen Port field, type a port number in the 5000-9999 range. 8. In the Far-end Listen Port field, type 1720. 9. In the RRQ field, type y. 10. Tab to the Direct IP-IP Audio Connection field on another page of this screen, and type
y. 11. Press Enter to save your changes.
Setting up Remote Office on network regions
About this task Now set up a network region to show the connections between regions. You can begin with network region 1. Procedure
1. Type change ip-network-region 1. 2. Press Enter.
The system displays the IP Network Region screen. 3. In the Name field, describe the region you are setting up. 4. In the Stub Network Region field, enter y if you are creating a stub network region or n if
you are creating a core network region. For network regions 251 to 2000, this field is a read-only field and has a default value of y. If you are creating a stub network region, then on page 4, in the dst rgn field, you must enter the number of the destination core network region that this stub network region connects to. 5. In the Codec Set field, type the codec set you want to use in this region. 6. In the UDP Port Range field, type the range of the UDP port number to be used for audio transport. 7. In the Intra-region IP-IP Direct Audio field, type y. 8. In the Inter-region IP-IP Direct Audio field, type y. 9. Go to page 4 to set up connections between regions and assign codecs for inter-region connections. Page 3 of the IP Network Region screen shows a list of Survivable Remote Server for the network region.
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The following connections are administered in this example. · codec-set 2 is used between region 1 and region 4 · codec-set 5 is used between region 1 and region 99 · codec-set 6 is used between region 1 and region 193 10. Assign the region number to the CLAN circuit pack. All the endpoints registered with a specific CLAN circuit pack belong to the CLAN region. For more information, see Administering Network Connectivity on Avaya Aura® Communication Manager, 555-233-504.
Adding telephones to Remote Office
Before you begin Be sure the extensions you add fit your dialing plan. Procedure
1. Type add station nnnn, where nnnn is the extension you are adding. 2. Press Enter.
The Station screen appears. 3. In the Type field, type in the model of the telephone you are adding. 4. In the Port field, type x.
This indicates that there is no hardware associated with the port assignment. 5. In the Name field, identify the telephone for your records. 6. In the Security Code field, match the password set up on the Remote Office
administration. 7. In the Remote Office Phone field, type y. 8. Press Enter to save your changes.
Downloading firmware to multiple stations
About this task You can download firmware to multiple stations of the same type, either 2410, 2420, 1408, or 1416 DCP telephone. Download firmware to as many as 1000 stations per download schedule. You can schedule a specific time for the download, or you can administer the download to run immediately. To download 2410, 2420, 1408, or 1416 DCP station firmware to multiple stations: Procedure
1. Type change firmware station-download.
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2. Press Enter. The system displays the Firmware Station Download screen.
3. In the Schedule Download field, type y. The Start Date/Time and Stop Date/Time fields appear.
4. In the Start Date/Time field, enter the month (mm), day (dd), year (yyyy), and time (hh:mm) that you want the download to start.
5. In the Stop Date/Time field, enter the month (mm), day (dd), year (yyyy), and time (hh:mm) that you want the download to stop.
6. In the Continue Daily Until Completed field, enter y if you want the system to execute the firmware download each day at the scheduled time until all specified telephones have received the firmware.
7. In the Beginning Station field, enter the first extension number in the range of telephones to which you want to download the firmware. Up to 1000 stations can be included in a scheduled download.
8. In the Ending Station field, enter the last extension number in the range of telephones to which you want to download firmware. Up to 1000 stations can be included in a scheduled download.
Note: Although you can specify a range of up to 1000 extensions, all 1000 stations are not downloaded simultaneously because there is a limit of how many concurrent telephones will be downloaded on a board, gateway, and port network. These limits will likely result in multiple "passes" required to attempt a download to the telephone. Also note that on the first "pass", only two telephones will be attempted, and if multiple telephones fail, then the schedule may stop. 9. Press Enter. The firmware download is set to run at the scheduled time. If you entered n in the Schedule Download? field, pressing Enter immediately initiates the download to the specified range of telephones.
Displaying firmware download status
About this task You can use the status firmware download command to display status information for an active download schedule. To display download status: Procedure
1. Type status firmware download.
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The system displays the Status Firmware Station Download screen. 2. Press Enter.
Note: If you add the qualifier last to the status firmware download command, status information on the last download schedule is displayed.
Disabling firmware downloads
About this task To disable active downloads: Procedure Type disable firmware download. This command disables any active download schedule, and the system displays Command successfully completed at the bottom of the screen.
Native Support of Avaya 1408 and 1416 digital telephones
Native support of Avaya 1408 (1400 Mid) and 1416 (1400 High) digital telephones is available from Communication Manager 6.0 and later. Communication Manager supports call processing features for the Avaya 14xx digital telephones just like Avaya 24xx digital telephones, along with support for the following:
· Fixed feature buttons (Hold, Conference, Transfer, Message waiting lamp, Drop and Redial) · Message button · 40 Unicode, Eurofont, or Kanafont character display message support · Speakerphone functionality (including Group Listen) · Eight call appearances or feature buttons Note: To allow firmware upgrades and to use the new capabilities of the sets, the telephone type must be administered as either 1408 or 1416 digital telephone. Native Support of Avaya 1408 digital telephone Communication Manager provides native administration for the Avaya 1408 digital telephone. The Avaya 1408 digital telephone administration is similar to the Avaya 2410 digital telephone with the same fields and default values except for the following: · Support for eight call appearances or feature buttons
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· No Customizable Labels field · No Media Complex Ext field · Support for display languages which include English, Spanish, French, Italian, User defined,
Unicode, Unicode2, Unicode3, and Unicode4 Native Support of Avaya 1416 digital telephone Communication Manager provides native administration for the Avaya 1416 digital telephone. The Avaya 1416 digital telephone administration is similar to the Avaya 2420 digital telephone with the same fields and default values except for the following:
· Support for 16 call appearances or feature buttons · No Customizable Labels field · No Data Option field · No Media Complex Ext field · Support for display languages which include English, Spanish, French, Italian, User defined,
Unicode, Unicode2, Unicode3, and Unicode4 · Support for Button Modules field rather than Expansion Module field BM32 Button Support The Avaya 1416 digital telephone uses the BM32 button expansion module. Communication Manager supports two BM32 buttons for the Avaya 1416 digital telephone.
Native support for 96x1 H.323 and SIP deskphones
Communication Manager 6.2 and later provide native support for 96x1 H.323 and SIP deskphones. You can configure the sets as H.323 or SIP. Owing to the presence of Communication Manager, you can specify the station type as an H.323 set type that includes 9608, 9611, 9621, and 9641 or SIP type that includes 9608SIP, 9611SIP, 9621SIP, and 9641SIP. Communication Manager supports call processing features for Avaya 96x1 deskphones similar to the 96x1 H.323 or SIP 9630 deskphone. For more information about the features of 96x1 H.323 and SIP deskphones, see Avaya Aura® Communication Manager Hardware Description and Reference.
Native support for Avaya J100 Series IP Phones
Communication Manager 8.0 and later provide support for Avaya J100 Series IP Phones. Avaya J100 Series IP Phones are SIP-based phones that provide enhanced user experience and superior call quality. Communication Manager provides default endpoint templates corresponding to different models of Avaya J100 Series IP Phones. You can create and manage new station types of Avaya J100 Series IP Phones by using these templates.
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For more information about the features of Avaya J100 Series IP Phones, see Avaya Aura® Communication Manager Hardware Description and Reference and Avaya J100 Series IP Phones Overview and Specifications.
Native support of Avaya 9404 and 9408 digital telephones
Native support of Avaya 9404 and 9408 digital telephones is available from Communication Manager 6.2 and later. Communication Manager supports call processing features for the Avaya 9404 and 9408 digital telephones are similar to the 24xx and 14xx line of DCP telephones, and supports languages in Unicode format. The Avaya 9404 and 9408 digital telephones have a look and feel similar to the 96x1 telephones. Standard Local Survivability (SLS) does not support 9404 and 9408 stations natively. You must administer 9404 and 9408 telephones as 24xx telephones to support SLS natively. Communication Manager also supports the following features for the Avaya 9404 and 9408 digital telephones.
· Fixed feature buttons (Hold, Conference, Transfer, Message waiting lamp, Drop and Redial) · Message button · Customized button labels · 40 Unicode, Eurofont, or Kanafont character display message support · Speakerphone functionality (including Group Listen) · Support for the same set of Communication Manager call processing features that are
supported by the 1416 telephone Note: You must administer the telephone type as either 9404 or 9408 to allow firmware upgrades and to use the new capabilities of the sets. Native support of Avaya 9404 digital telephone Communication Manager provides native administration for the Avaya 9404 digital telephone. The Avaya 9404 digital telephone administration is similar to the Avaya 2410 digital telephone with the same fields and default values except for the following: · Support for display languages which include English, Spanish, French, Italian, User defined, Unicode, Unicode2, Unicode3, and Unicode4 Native support of Avaya 9408 digital telephone Communication Manager provides native administration for the Avaya 9408 digital telephone. The Avaya 9408 digital telephone administration is similar to the Avaya 2420 digital telephone with the same fields and default values except for the following: · Support for display languages which include English, Spanish, French, Italian, User defined, Unicode, Unicode2, Unicode3, and Unicode4. · Support for Button Modules field rather than Expansion Module field. BM12 Button Support The Avaya 9408 digital telephone uses the BM12 button expansion module that supports 24 buttons per module. Communication Manager supports three BM12 buttons for the Avaya 9408 digital telephone.
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Administer location per station
Use the Administer location per station feature to: · Connect the IP telephones and softphones through a VPN to the branch that an employee is assigned to. · Allow a VPN connected employee to have the same dialing experience as others in the office who are connected through a gateway.
Related links Preparing to administer location number on Station screen on page 144 Setting up location number on Station screen on page 144
Preparing to administer location number on Station screen
Procedure On the Optional Features screen, ensure that the Multiple Locations field is set to y. If this field is set to n, your system is disabled for the Administer location per station feature. Go to the Avaya Support website at http://support.avaya.com for assistance.
Note: If the Multiple Locations field on the Optional Features screen is set to n, the Location field on the Station screen is hidden. To view the Optional Features screen, type display system-parameters customeroptions. Press Enter.
Setting up location number on Station screen
Procedure 1. Enter change station n, where n is the extension number to which you want to assign a location. 2. In the Location field, enter a valid location number. This field appears only when the Type field is set to H.323 or SIP. 3. Select Enter to save your changes.
Note: If the station extension is a SIP telephone type and if the application type is OPS on the Stations with Off-PBX Telephone Integration screen, then the Off-PBX screen's Location field is display-only and displays the value of the Location field of the corresponding Station screen.
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Chapter 7: Telephone Features
Once you add a telephone to the system, you can use the Station screen to change the settings, such as adding or changing feature button assignments. You can assign features or functionality to each programmable button according to your choice. If you have 6400-series telephones, you can administer some of their own feature buttons. For more information, see Setting up Terminal SelfAdministration for more information.
Note: An NI-BRI telephone with Communication Manager has only the Conference, Transfer, Hold, and Drop feature buttons, none of which requires administration. On an NI-BRI telephone, you can assign additional feature buttons only as call appearances. As a result, NI-BRI telephone users must access all other features of Communication Manager using feature access codes. Additionally, the number of call appearance buttons administered in Communication Manager (the default is three) must match the number of call appearances programmed on the telephone. Finally, Communication Manager does not support bridged call appearances for NIBRI telephones.
Adding feature buttons
Procedure 1. Type change station nnnn where nnnn is the extension for the telephone you want to modify. 2. Press Enter. 3. Press Next Page until you locate the Button Assignment section of the Station screen. Some telephones have several feature button groups. Make sure that you are changing the correct button. If you do not know which button on the telephone maps to which buttonassignment field, see your telephone manual, or see Telephone Reference. 4. Enter the button name that corresponds to the feature you want to assign. To determine feature button names, press Help, or see Telephone Feature Buttons Table.
Note: For certain newer telephones with expanded text label display capabilities, you can customize feature button labels to accept up to 13 alphanumeric characters. For more information about this feature, see Increasing Text Fields for Feature Buttons.
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5. Press Enter to save your changes. Some telephones have default assignments for buttons. For example, the 8411D includes defaults for 12 softkey buttons. It already has assignments for features like Leave Word Calling and Call Forwarding. If you do not use an alias, you can easily assign different features to these buttons if you have different needs. If you use an alias, you must leave the default softkey button assignments. You can change the button assignments on the screen and the features work on the alias telephone, however the labels on the display do not change.
Related links Increasing Text Fields for Feature Buttons on page 146 Telephone feature buttons table on page 148
Increasing Text Fields for Feature Buttons
If you are using certain newer telephones with expanded text label display capabilities, use the Increase Text Fields for Feature Buttons feature to program and store up to 13 character labels for associated feature buttons and call appearances. This feature is available for the following telephones:
· 2410 (Release 2 or newer) · 2420 (Release 4 or newer) · 4610 (IP Telephone Release 2.2 or later) · 4620 (IP Telephone Release 2.2 or later) · 4621 (IP Telephone Release 2.2 or later) · 4622 (IP Telephone Release 2.2 or later) · 4625 (IP Telephone Release 3.1 or later) Related links Telephone feature buttons table on page 148 Adding feature buttons on page 145
Enabling extended text fields for feature buttons
About this task To enable extended text fields for feature buttons: Procedure
1. Type add station next or change station nnnn, where nnnn is the extension of the telephone you want to customize feature button labels for.
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Restricting customization of feature button types
The system displays the Station screen. 2. Ensure that Customizable Labels is set to y.
This user uses this to enter 13-character labels for all feature buttons and call appearances associated with this station. 3. Press Enter to save your changes. 4. Assign specific feature buttons as described in the Adding Feature Buttons section.
Note: You can also use the existing Abbreviated Dialing (AD) button type (Abr Program) to program AD labels. However, if you choose to use the Abr Program button to program AD labels, you are limited to 5 upper case characters. For more information on Abbreviated Dialing, see Adding Abbreviated Dialing Lists.
Restricting customization of feature button types
About this task To manage the usage of your system's allocation of customized button labels to ensure that VIP users have the button label customization resource available to them, you can restrict button label customization of up to 50 specified button types for users who are not considered to be VIP users. To restrict customization of specific feature button types: Procedure
1. Type change button-restriction. The system displays the Button Type Customization Restrictions screen.
2. Ensure that Restrict Customization Of Button Types is set to y. 3. In the fields under Restrict Customization Of Labels For The Following Button Types, enter
the button type you want to restrict users from customizing. Note: When you enter the special button types abr-spchar or abrv-dial, the system displays an additional field to the right of the button type. Use this special field to specify the special character associated with the abr-spchar button type or the Abbreviated Dialing List associated with the abrv-dial button type.
4. Press Enter to save your changes.
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Telephone feature buttons table
The following table provides descriptions of the feature buttons that you can administer on multiappearance telephones. It also lists the administrable software names and recommended button label names. Display buttons support telephones equipped with alphanumeric displays. Note that some buttons might require 1-lamp or 2-lamp buttons. Some buttons are not allowed on some systems and on some telephones.
Note: An NI-BRI telephone with Communication Manager has only the Conference, Transfer, Hold, and Drop feature buttons, none of which require administration. On an NI-BRI telephone, you might assign additional feature buttons only as call appearances. As a result, NI-BRI telephone users must access all other features of Communication Manager using feature access codes. Additionally, the number of call appearance buttons administered in Communication Manager must match the number of call appearances programmed on the telephone. By default, the number of call appearance buttons administered in Communication Manager is three. Note that Communication Manager does not support bridged call appearances for NI-BRI telephones. Table 2: Telephone Feature Buttons
Button name #
abr-prog
abr-spchar
abrdg-appr (Ext: ____)
Button label AD Abr Program AbrvDial (char)
(extension)
Description
Maximum
Autodial: Users can administer the hash (#) button as an autodial feature button by entering the Audix number in the BUTTON ASSIGNMENTS field on the Station screen.
1 per station
Abbreviated Dialing Program: Users can use this button to program abbreviated dialing and autodial buttons or to store or change numbers in a personal or group list associated with the station.
1 per station
Abbreviated Dialing Special Character: You can use this button to enter an associated special character when programming. For example, the tilde (~), ~m (mark), the pause (~p), ~s (suppress), ~w (wait for dial tone), or ~W (wait forever)] .
1 each per station
Bridged Appearance of an analog telephone: Users can use this button to have an appearance of a single-line telephone extension. Assign to a 2-lamp appearance button.
Depends on station type
Table continues...
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Telephone feature buttons table
Button name
abrv-dial (List: __ DC: __)
Button label AD
abrv-ring ac-alarm
AbRng AC Alarm
aca-halt
Auto-Ckt Halt
account
Account
admin
after-call Grp:___
Admin AfterCall
agnt-login alrt-agchg
Agent Login Alert Agent
Description
Maximum
Abbreviated Dialing: Users can use this button to dial the stored number on the specified abbreviated dialing list.
1 per AD list per dial code
List: Users can specify the list number 1 to 3 where the destination number is stored.
DC: Users can specify the dial code for the destination number.
Abbreviated and Delayed Ringing: Users can use this button to trigger an abbreviated or delayed transition for calls alerting at an extension.
Administered Connection alarm notification: Users can use this button to monitor when the number of failures for an administered connection has met the specified threshold.
1 per station
Automatic Circuit Assurance : Users of display telephones can use this to identify trunk malfunctions. The system automatically initiates a referral call to the telephone when a possible failure occurs. When the user presses ACA Halt, the system turns off ACA monitoring for the entire system. The user must press ACA Halt again to restart monitoring.
Account: Using this button, the user can enter Call Detail Recording (CDR) account codes. With CDR account codes, the system can associate and track calls according to a particular project or account number.
Administration: With this button, a user can program the feature buttons on their 6400-series telephone.
1 per system
1 per station 1 per station
After Call Work Mode: An agent can be temporarily removed from call distribution so that the agent can finish ACD-related activities, such as completing paperwork.
1 per split group
Grp: Users can specify the ACD split group number.
Agent Login: This feature is used to log in an agent. Agent Login screen is displayed with Agent ID and password on the screen.
Alert Agent: This feature indicates to the agent that their split or skill hunt group changed while active on a call. This button blinks to notify the agent of the change.
1 per station 1 per station
Table continues...
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Telephone Features
Button name alt-frl ani-requst
assist (Group: __) asvn-halt atd-qcalls
atd-qtime
audix-rec
aut-msg-wt (Ext: ___)
auto-cback
auto-icom (Group: __)
Button label Description
Maximum
Alternate FRL
Alternate Facility Restriction Level (FRL): This feature activates or deactivates an alternate facility restriction level for the extension.
1 per system
ANI Request
Automatic Number Identification Request: Users can use this to display the calling party's number from incoming trunks during the voice state of call. The trunk must support this functionality.
1 per station
Assist
Supervisory Assistance: An ACD agent can use this 1 per split feature to place a call to a split supervisor. Group: group You can specify the ACD split group number.
ASVN Halt
Authorization Code Security Violation Notification: Activates or deactivates call referral when an authorization code security violation is detected.
1 per system
AttQueueCall
Attendant Queue Calls (display button): Tracks the number of calls in the attendant group's queue and displays the queue status. Assign this button to any user who you want to backup the attendant.
1 per station
AttQueueTime
Attendant Queue Time (display button): Tracks the calls in the attendant group's queue according to the oldest time a call has been queued, and obtains a display of the queue status.
1 per station
Audix Record
Audix One-Step Recording (display button): Activates or deactivates recording of the current call. An Audix hunt group extension that is valid for the user must be entered in the Ext: field after the name.
1 per station
Msg (name or ext #)
Automatic Message Waiting: Associated status lamp 1 extension per automatically lits when an LWC message has been button per stored in the system for the associated extension phone (can be a VDN). This lamp will not light on the mapped-to physical station for messages left for virtual extensions.
Auto CallBack
Automatic Call Back: Inside user can activate this to place a call to a busy or unanswered telephone to be called back automatically when the called telephone becomes available to receive a call.
1 per station
Autoic (name or ext #)
Automatic Intercom: Places a call to the station associated with the button. The called user receives a unique alerting signal, and a status lamp associated with a Intercom button flashes. Grp: Intercom -- Auto-Icom group number. This extension and destination extension must be in the same group.
1 per group per dial code
Table continues...
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Telephone feature buttons table
Button name
auto-in (Group: __)
Button label Auto in
auto-wkup
Auto Wakeup
autodial
SD
aux-work (RC: AuxWork __) (Group: __)
brdg-appr (Btn: (extension) __ Ext: ___)
brdg-appr
B
btn-ring
Button Ring
Description
Maximum
Auto-In Mode: With this the user can become automatically available for new ACD calls upon completion of an ACD call. Grp: The split group number for ACD.
1 per split group
Automatic Wakeup (display button): Attendants, front-desk users, and guests can use this to request a wake up call to be placed automatically to a certain extension (cannot be a VDN extension) at a later time.
1 per station
User can use this to dial a number that is not part of a stored list.
Auxiliary Work Mode: Removes agent from ACD call distribution to complete non-ACD-related activities. RC: Optional assignment for the 1- or 2-digit Reason Code to be used to change to Aux Work using this button, when Reason Codes is active. Multiple Aux Work buttons, each with a different RC, can be assigned to the same station set. Grp: The split group number for ACD.
1 per split group
Bridged Call Appearance: Provides an appearance Depends on of another user's extension on this telephone. For station type example, an assistant might have a bridged appearance of their supervisor's extension. The bridged appearance button functions exactly like the original call appearance, for instance it indicates when the appearance is active or ringing. You can assign brdg-appr buttons only to 2-lamp appearance buttons. You must indicate which extension and which call appearance button the user wants to monitor at this telephone.
Use a numeric value from 1 to 32 to specify a tradition per-call appearance bridged appearance or use a to specify a multiple call arrangement bridged appearance.
Station User Button Ring Control: Users can use this to toggle between audible and silent call alerting.
1 per station
Table continues...
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Telephone Features
Button name btn-view
Button label Button View
busy-ind (TAC/ Busy Ext: __)
call-appr call-disp
extension Return Call
call-fwd (Ext: ___)
call-park
CFrwd (Ext #) Call Forward (no ext #)
Call Park
call-pkup call-timer
Call Pickup Call Timer
call-unpk
Unpark Call
callr-info
Caller Info
Description
Maximum
Button View: Users can use this to view, on the telephone's display, the contents of any feature button. Button View does more than the "View" or "stored-num" feature button; these only display what is contained in abbreviated dialing and autodial buttons. When the user presses the btn-view button and then a specific feature button, they see the feature name and any auxiliary data for that button. Users can use this to review the programming of their feature buttons. You can assign this soft-key button to any 6400-, 7400-, or 8400-series display telephone.
Busy Indication: Indicates the busy or idle status of an extension, trunk group, terminating extension group (TEG), hunt group, or loudspeaker paging zone. Users can press the busy-ind button to dial the specified extension. You can assign this button to any lamp button and must specify which Trunk or extension the user wants to monitor.
1 per TAC/Ext
Call Appearance: Originates or receives calls. Assign to a 2-lamp appearance button.
Depends on station type
Call Displayed Number (display button): Initiates a call to the currently displayed number. The number can be from a leave word calling message or a number the user retrieved from the Directory.
1 per station
Activates or deactivates Call Forwarding All Calls on 64 per behalf of the configured extension. If the extension extension is blank, the button applies to this station.
Users can use this to place the current call in the call park state so it can be retrieved from another telephone.
1 per station
Users can use this to answer a call that is ringing in 1 per station the user's pickup group.
Used only on the 6400 sets. Users can use this to view the duration of the call associated with the active call appearance button.
1 per station
Users can use this to unpark a call from another telephone than the telephone that originally parked the call. This feature button applies only to the SIP station types.
1 per station
(Display button) Users can use Call Prompting to display information collected from the originator.
1 per station
Table continues...
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Telephone feature buttons table
Button name cas-backup
cdr1-alrm cdr2-alrm cfwd-bsyda (Ext: ___) cfwd-enh (Ext: ___) check-in check-out
clk-overid
conf-dsp
Button label Description
Maximum
CAS Backup
Centralized Attendant Service Backup: Used to redirect all CAS calls to a backup extension in the local branch if all RLTs are out-of-service or maintenance busy. The associated status lamp indicates if CAS is in the backup mode.
1 per station
CDR 1 Fail
CDR Alarm: Associated status lamp is used to indicate that a failure in the interface to the primary CDR output device has occurred.
1 per station
CDR 2 Fail
CDR Alarm: Associated status lamp is used to indicate that a failure in the interface to the secondary CDR output device has occurred.
1 per station
CFBDA (ext #)
Call Forward Busy or Don't Answer: Activates and deactivates call forwarding for calls when the configured extension is busy or the user does not answer. If the extension is blank, the button applies to this station.
64 per extension
ECFwd (ext #) Enhanced Cfwd (no ext #)
Users can use Call Forwarding-Enhanced to specify a different destination extension for both internal and external calls on behalf of the configured extension. If the extension is blank, the button applies to this station.
Check In
Check In (display button): Changes the state of the associated guest room to occupied and turns off the outward calling restriction for the guest room's station.
1 per station
Check Out
Check Out (display button): Changes the state of the associated guest room to vacant and turns on the outward calling restriction for the guest room's station. Also clears (removes) any wake-up request for the station.
1 per station
ClkOverride
Clocked Manual Override (display button): Used only by authorized attendants and system administrators, in association with Time of Day Routing, to override the routing plan in effect for the system. The override is in effect for a specified period of time. This feature can only be assigned to display telephones.
1 per station
Conf Display
Users can use this to display information about each 1 per station party of a conference call. This button can be assigned to stations and attendant consoles.
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Telephone Features
Button name consult
Button label Consult
cov-cback cov-msg-rt
CovrCallBack Covr Msg Ret
cpn-blk cpn-unblk crss-alert
CPN Block CPN Unblock Crisis Alert
data-ext date-time
Data (data ext #)
Time/Date
delete-msg
Delete Msg
dial-icom (Grp: Dial Icom ___)
did-remove
DID Remove
Description
Maximum
The covering users uses the Consult button after answering a coverage call, to call the principal (called party) for private consultation. Activating Consult places the caller on hold and establishes a private connection between the principal and the covering user. The covering user can then add the caller to the conversation, transfer the call to the principal, or return to the caller.
1 per station
A covering party uses this to store a leave word calling message for the principal (called party).
1 per station
Coverage Message Retrieval (display button): Places a covering station into the message retrieval mode for the purposes of retrieving messages for the group.
1 per station
Blocks the sending of the calling party number for a 1 per station call.
Deactivates calling party number (CPN) blocking and allows the CPN to be sent for a single call.
1 per station
Crisis Alert (display button): Provide this button to the telephones or consoles that you want to notify when any user makes an emergency call. (You define which calls are emergency calls on the AAR or ARS Analysis screen by setting the Call Type to alrt.) After a user receives an alert, they can press the crss-alert button to disable the current alert. If tenant partitioning is active, the attendants within a partition can receive emergency notification only from callers in the same partition.
1 per station 10 per system
Data Extension: Sets up a data call. Can be used to 1 per data
pre-indicate a data call or to disconnect a data call. extension
Cannot be a VDN or ISDN-BRI extension.
group
Date and Time (display button): Displays the current date and time. Do not assign this button to 6400series display telephones as they normally show the date and time.
1 per station
Delete message (display button): Deletes a stored 1 per station LWC message or wakeup request.
Dial Intercom: Accesses the intercom group assigned to the button. Grp: Intercom -- Dial (Dial Icom) group number.
1 per group
DID Remove (display button): Using this DID assignments can be removed.
1 per station
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Telephone feature buttons table
Button name did-view directory
dir-pkup disp-chrg disp-norm dn-dst drop
Button label DID View Directory
Dir Pickup Disp Charges Local/ Normal DoNotDisturb Drop
Description
DID View (display button): To display and change DID assignments and to choose between XDID and XDIDVIP numbers.
Directory (display button): Users with display telephone can access the integrated directory, use the touch-tone buttons to key in a name, and retrieve an extension from the directory. The directory contains the names and extensions that you have assigned to the telephones administered in your system. If you assign a directory button, you should also assign a Next and Call-Disp button to the telephone. The users uses these buttons to navigate within the integrated directory and call an extension once they find the correct one.
Maximum 1 per station
1 per station
Note:
Vector Directory Numbers do not appear in the integrated directory. Also, if you assign a name beginning with two tildes (~~} to a telephone, and Display Character Set on the System Parameters Country-Options screen is set to Roman, the name does not appear in the integrated directory. Note that this is the only way to hide a name in the integrated directory.
Directed call pickup: Users uses this to answer a call ringing at another extension without having to be a member of a pickup group.
Provides your display telephone with a visual display of accumulated charges on your current telephone call. Used exclusively outside the U.S. and Canada.
1 per station
Normal (display button): Toggles between LOCAL display mode (displays time and date) and NORMAL mode (displays call-related data). LED off = LOCAL mode and LED on = NORMAL.
1 per station
Places the user in the do not disturb mode.
1 per station
User can drop calls. Users can drop calls from automatic hold or drop the last party they added to a conference call.
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Telephone Features
Button name ec500
exclusion
ext-dn-dst ext-pkup extnd-call fe-mute
Button label Description
Maximum
EC500
Administers an Extension to Cellular feature button on the office telephone. When you enter this value, the Timer subfield displays, and defaults to n. Set the optional Timer subfield to y to include an Extension to Cellular timer state for the administered feature button. When the timer state is included, the Extension to Cellular user can activate a one-hour timer to temporarily disable Extension to Cellular through this administered feature button. Leaving the default setting of n excludes the timer state
1 per station
Exclusion
Exclusion: Multi-appearance telephone users can keep other users with appearances of the same extension from bridging onto an existing call. If the user presses the Exclusion button while other users are already bridged onto the call, the other users are dropped. There are two means of activating exclusion.
1 per station
· Manual Exclusion -- when the user presses the Exclusion button (either before dialing or during the call).
· Automatic Exclusion -- as soon as the user picks up the handset. To turn off Automatic Exclusion during a call, the user presses the Exclusion button.
To use Automatic Exclusion, set the Automatic Exclusion by COS field to y on the FeatureRelated System Parameters screen.
ExtDoNotDistur b
Call Pickup Extended
Extension -- Do Not Disturb (display button): Used by the attendant console or hotel front desk display telephone to activate do not disturb and assign a corresponding deactivate time to an extension.
User uses this to answer calls directly from another call pickup group. This feature button applies only to the SIP station types.
1 per station 1 per station
Extend Call
fe-mute Far End Mute
User uses this to extend the current call to an OffPBX or EC500 telephone
User uses this to mute a selected party on a conference call. This button can be assigned to stations and attendant consoles.
1 per station 1 per station
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Telephone feature buttons table
Button name flash
Button label Flash
goto-cover
Goto Cover
Description
1. To allow a station on a trunk call with Trunk Flash to send a Trunk Flash signal to the far end (for example, Central Office).
2. To allow a station on a CAS main call to send a Trunk Flash signal over the connected RLT trunk back to the branch to conference or transfer the call.
Go To Coverage: Sends a call directly to coverage instead of waiting for the called inside-user to answer. Go to Cover forces intercom and priority calls to follow a coverage path.
Maximum 1 per station
1 per station
grp-dn-dst grp-page (Number:___)
headset
hunt-ns (Grp: ___) hntpos-bsy (Grp: ___ ) in-call-id (Type: __ Grp: ___)
inspect
GrpDoNotDstrb GrpPg
Headset
HuntNS Busy (Hunt Grp #) INCallID (group #, type, name, or ext #)
Inspect
Note:
Go to Cover cannot be activated for calls placed to a Vector Directory Number extension. Go to Cover can be used to force a call to cover to a VDN if the called principal has a VDN as a coverage point.
Group Do Not Disturb (display button): Places a group of telephones into the do not disturb mode.
1 per station
Using this users can make announcements to groups of stations by automatically turning on their speakerphones. Number: The extension of the page group.
Signals onhook or offhook state changes to Communication Manager. The green LED is on for offhook state and off (dark) for onhook state.
1 per station
Hunt-Group Night Service: Places a hunt-group into 3 per hunt
night service. Grp: Hunt group number.
group
Using this button, non-ACD hunt group users can opt-in or opt-out of hunt group calls.
1 per station per group
A member of a coverage answer group or hunt group can use the Coverage Incoming Call Identification (ICI) button to identify an incoming call to that group even though the member does not have a display telephone. In the Type field, enter c for coverage answer groups and type of h for a hunt group. In the Grp field, enter the group number.
1 per grouptype per group
Inspect (display button): Users use this on an active call to display the identification of an incoming call. Users can also use this to determine the identification of calls they placed on Hold.
1 per station
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Telephone Features
Button name Button label Description
Maximum
Inst-trans
Instant Transfer
An Instant Transfer button does an instant transfer by performing an immediate unsupervised transfer to the button's administered destination. The Instant Transfer button is intended for transfer to Polycom room systems, which are capable of hosting a conference and auto-answering calls as well. The Instant Transfer button is not limited to video settypes; however, it may be useful on other set-types as well.
1 per station
int-aut-an
IntAutoAnswer
Internal Automatic Answer: Causes any hybrid or digital station to automatically answer incoming internal calls.
1 per station
last-numb
LastNumb Dialed
Last Number Dialed (redial): Originates a call to the 1 per station number last dialed by the station.
lic-error
License Error
License-Error: Indicates a major License File alarm. Pressing the button does not make the light go out. The button goes out only after the error is cleared and Communication Manager returns to LicenseNormal Mode. You can administer this button on telephones and attendant consoles.
1 per telephone 20 per system (Server CSI)
limit-call
LimitInCalls
Limit Number of Concurrent Calls feature: Users can use this to limit the number of concurrent calls at a station to one call, where normally multiple call appearances can terminate at the station.
1 per station
link-alarm (link# ___)
Link Fail (link #)
Link Alarm: Associated status lamp indicates that a failure has occurred on one of the Processor Interface circuit pack data links. Link: Link number -- 1 to 8 for multi-carrier cabinets or 1 to 4 for single-carrier cabinets.
8 per station
logout-ovr
Forced Logout Overrides a forced logout by clock time. Override
1 per station
lsvn-halt
LSVN Halt
Login Security Violation Notification: Activates or deactivates referral call when a login security violation is detected.
1 per system
lwc-cancel
Cancel LWC
Leave Word Calling Cancel: Cancels the last leave 1 per station word calling message originated by the user.
lwc-lock
Lock LWC
Leave Word Calling Lock: Locks the message retrieval capability of the display module on the station.
1 per station
lwc-store
Store LWC
Leave Word Calling Store: Leaves a message for the user associated with the last number dialed to return the call to the originator.
1 per station
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Telephone feature buttons table
Button name major-alrm man-msg-wt (Ext: ___)
man-overid (TOD: _) manual-in (Group: __) mct-act mct-contr
mf-da-intl
Button label Major Alarm Msg Wait (name or ext #)
ManOverid Manual In MCT Activate MCT Control
Directory Assistance
Description
Maximum
Major Alarm: Assign to a status lamp to notify the 1 per station user when major alarms occur. Major alarms usually require immediate attention.
Manual Message Waiting: A multi-appearance telephone user can use this to press a button on their telephone in order to light the Manual Message Waiting button at another telephone. You can administer this feature only to pairs of telephones, such as an assistant and an executive. For example, an assistant can press the man-msg-wt button to signal the executive that they have a call.
None
Immediate Manual Override (display button): The user (on a system with Time of Day Routing) can temporarily override the routing plan and use the specified TOD routing plan. TOD: specify the routing plan the user wants to follow in override situations.
1 per station
Manual-In Mode: Prevents the user from becoming available for new ACD calls upon completion of an ACD call by automatically placing the agent in the after call work mode. Grp: The split group number for ACD.
1 per split group
Malicious Call Trace Activation: Sends a message to the MCT control extensions that the user wants to trace a malicious call. MCT activation also starts recording the call, if your system has a MCT voice recorder.
1 per station
Malicious Call Trace Control: User uses this to take control of a malicious call trace request. Once the user becomes the MCT controller, the system stops notifying other MCT control extensions of the MCT request. NOTE: To add an extension to the MCT control group, you must also add the extension on the Extensions Administered to have an MCTControl Button screen. When the user presses the MCT Control button, the system first displays the called party information. Pressing the button again displays the rest of the trace information. The MCT controller must dial the MCT Deactivate feature access code to release control.
1 per station
Only H.323, DCP stations, and attendants can be an MCT Controller. The mct-contr button is not supported on any SIP endpoints.
Multifrequency Operator International: User uses this to call Directory Assistance.
1 per station
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Telephone Features
Button name mf-op-intl mj/mn-alrm
mm-basic mm-call mm-cfwd mm-datacnf mm-multnbr mm-pcaudio msg-retr mwn-act mwn-deact next
night-serv noans-alrt no-hld-cnf normal
Button label CO attendant Mj/Mn Alarm
MM Basic MM Call MM Call Fwd MM Data Cnf MM Mult Nbr MM PC Audio Msg Retrieve MsgWaitAct MsgWaitDeact Next
Night Service NoAnsAlrt No Hold Conf Normal
Description
Maximum
Multifrequency Operator International: User uses
1 per station
this to make international calls to the CO attendant.
Minor Alarm: Assign to a status lamp to notify the user when minor or major alarms occur. Minor alarms usually indicate that only a few trunks or a few stations are affected.
1 per station
Multimedia Basic: Used to place a multimedia complex into the "Basic" mode or to return it to the "Enhanced" mode
1 per station
Multimedia Call: Used to indicate a call is to be a multimedia call.
1 per station
Multimedia Call Forward: Used to activate forwarding of multimedia calls as multimedia calls, not as voice calls.
1 per station
Multimedia Data Conference: Used to initiate a data 1 per station collaboration session between multimedia endpoints; requires a button with a lamp.
Indicates that the user wants to place calls to 2 different addresses using the 2 B-channels.
1 per station
Switches the audio path from the telephone (handset or speakerphone) to the Personal Computer (headset or speakers or microphone).
1 per station
Message Retrieval (display button): Places the station's display into the message retrieval mode.
1 per station
Message Waiting Activation: Illuminates a message 1 per station waiting lamp on an associated station.
Message Waiting Deactivation: Dims a message waiting lamp on an associated station.
1 per station
Next (display button): Steps to the next message when the telephone's display is in Message Retrieval or Coverage Message Retrieval mode. Shows the next name when the telephone's display is in the Directory mode.
1 per station
Night Service Activation: Toggles the system in or out of Night Service mode.
1 per station
Redirection on No Answer Alert: Indicates a Redirection on No Answer timeout has occurred for the split.
1 per hunt group
No Hold Conference: Can automatically conference 1 per station another party while continuing the existing call.
Normal (display button): Places the station's display 1 per station into normal call identification mode.
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Telephone feature buttons table
Button name off-bd-alm
per-COline (Grp: ___) pms-alarm
post-msgs pr-awu-alm
pr-pms-alm
pr-sys-alm print-msgs
priority q-calls (Grp: ___) q-time (Grp: ___) release
Button label OffBoardAlarm
COLine (line #)
PMS Failure
Posted MSGs pr-awu-alm AutoWakeAlar m PMS Ptr Alarm
Sys Ptr Alarm Print Msgs
Priority Call QueueCall
QueueTime
Release
Description
Maximum
Off board Alarm: Associated status lamp lights if an off-circuit pack major, minor, or warning alarm is active on a circuit pack. Off-board alarms (loss of signal, slips, misframes) relate to problems on the facility side of the DS1, ATM, or other interface.
1 per attendant
Personal CO Line: User uses this to receive calls directly via a specific trunk. Grp: CO line group number.
1 per group
Property Management System alarm: Associated status lamp indicates that a failure in the PMS link occurred. A major or minor alarm condition raises the alarm.
1 per station
Posted Messages: User uses this to display a specific message to callers.
1 per station
Automatic Wakeup Printer Alarm: Associated status 1 per station lamp indicates that an automatic wake up printer interface failure occurred.
PMS Printer Alarm: Associated status lamp indicates that a PMS printer interface failure occurred.
1 per station
System Printer Alarm: Associated status lamp indicates that a system printer failure occurred.
1 per station
Print Messages: User uses this to print messages for any extension by pressing the button and entering the extension and a security code.
1 per station
Priority Calling: User uses this to place priority calls 1 per station or change an existing call to a priority call.
Queue Calls: Associated status lamp flashes if a call 1 per hunt
warning threshold has been reached. Grp: Group group per
number of hunt group.
station
Queue Time: Associated status lamp flashes if a time warning threshold has been reached. Grp: Group number of hunt group.
1 per hunt group per station
Releases an agent from an ACD call.
1 per station
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Telephone Features
Button name ring-stat
Button label Ringer Status
ringer-off rs-alert rsvn-halt
Ringer Off ResetAlert RSVN Halt
scroll
Scroll
send-calls (Ext: SAC (ext #) ___)
send-term
Send TEG
serv-obsrv
Service Obsrv
Description
Maximum
Users can display the ringer status for a line or bridged appearance by pressing the ring-stat button followed by a call-appr, brdg-appr or abrdg-appr button. Depending on the ringer status, the display shows
1 per station
· Ringer On
· Ringer Off
· Ringer Delayed
· Ringer Abbreviated
Ringer-Cutoff: Silences the alerting ringer on the station.
1 per station
The associated status lamp lights if a problem escalates beyond a warm start.
1 per station
Remote Access Barrier Code Security Violation Notification Call: Activates or deactivates call referral when a remote access barrier code security violation is detected.
Scroll (display button): User uses this to select one of the two lines (alternates with each press) of the 16-character LCD display. Only one line displays at a time.
1 per station 1 per station
Users use Send All Calls to temporarily direct all incoming calls for the configured extension to coverage regardless of the assigned call-coverage redirection criteria. Assign to a lamp button. If the extension is blank, the button applies to this station.
64 per extension
Send All Calls For Terminating Extension Group: User uses this to forward all calls directed to a terminating extension group.
1 per TEG
Service Observing: activates Service Observing. Used to toggle between a listen-only and a listentalk mode.
1 per station
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Telephone feature buttons table
Button name share-talk
signal (Ext: ___)
Button label Share Talk
Sgnl (name or ext #)
Description
Maximum
Share Talk: Enables multiple DCP or H323 IP endpoints that are registered to the same extension to share talk capability. Normally, when more than one endpoint requests RTP (Real Time Transfer Protocol) media, only one of the endpoints (Base Set) is capable of talking and listening, while the other endpoints are connected in listen-only mode. This button allows all the endpoints that are associated with the extension to share the talk capability. Note that in Communication Manager 5.0, only AE Server DMCC (Device, Media, and Call Control) endpoints are capable of requesting RTP while they are sharing control of the extension. For more information on DMCC, see Avaya MultiVantage® Application Enablement Services Administration and Maintenance Guide, 02-300357.
1 per station
Signal: With this the user can use one button to manually signal the associated extension. The extension cannot be a VDN extension.
1 per signal extension
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Telephone Features
Button name sip-sobsrv
ssvn-halt sta-lock start-bill stored-num stroke-cnt (Code:_)
Button label Service Observing
SSVN Halt Station Lock Start Bill Stored Number Stroke Count (#)
Description
Maximum
This feature provides an opportunity for training and quality control in call centers. The observer connects to a call between an agent and a customer. Once an audio connection is established, the observer hears the conversation and can have the ability to talk.
1 per station
From Release 8.1.3 onwards, Communication Manager supports the sip-sobsrv button for J169 and J179 SIP stations. If the station type is J169 or J179, Listen-Only is the only button option available. For all CC station types such as J169CC and 9621SIPCC, Listen-Only and Coach button options are available.
Following three modes can be used by the observer:
· Listening mode: Here, the observer is only allowed to hear. Other participants (agent and customer) do not notice that their conversation is being monitored.
· Talk mode: Here, the observer has bi-directional voice path. This mode is useful when the observer wants to join the conversation. All agents, customers, and observers hear each other. Talk and Coaching modes are useful for training.
· Coach mode (CC stations only): Here, the observer can privately instruct the agent without the customer hearing the conversation.
Toggle whether or not station security code violation referrals are made to the referral destination.
1 per station
When Station Lock is enabled, the only calls that can be made from the station are those allowed by the COR administered in the Station Lock COR field.
1 per station
After an ACD agent answers a call, the agent can press this button to send an ISDN CONNECT message to the PSTN network to start the PSTN callbilling for a call at the PSTN switch.
Enables a display mode that displays the numbers stored in buttons.
1 per station 1 per station
Automatic Call Distribution Stroke Count # (0, 1, 2, 3, 4, 5, 6, 7, 8, or 9) sends a message to CMS to increment a stroke count number.
Upto 10 per station
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Telephone feature buttons table
Button name team
term-x-gr (Grp: ___) timer togle-swap trk-ac-alm trk-id trunk-name trunk-ns (Grp: ___) usr-addbsy usr-rembsy uui-info verify
Button label Team
TermGroup (name or ext #) Timer Toggle-Swap FTC Alarm Trunk ID Trunk Name Trunk NS Add Busy Indicator Remove Busy Indicator UUI-Info Verify
Description
Maximum
The Team Button has two generic functions, a display function and an execution function. Using the display function any member of a team (monitoring station) can observe the station state of other team members (monitored station). As an execution function, the Team Button can be used as Speed Dial Button or Pick-Up Button where a call to the monitored station is established directly or a ringing call is picked from the monitored station. Ext: The system displays this field when you enter the button type team. Enter the extension of the principal station of the virtual "team." Rg: The system displays this field appears when you enter the button type team. Enter the kind of audible ringing for the team button. Valid entries are a(bbreviated), d(elayed), n(o-ring), and r(ing).
15 per monitoring station
Terminating Extension Group: Provides one or more 1 per TEG extensions. Calls can be received but not originated with this button. Grp: TEG number.
Used only on the 6400 sets. With this the users can 1 per station view the duration of the call associated with the active call appearance button
User can use this to toggle between two parties before completing a conference or a transfer
1 per station
Facility Test Call Alarm: Associated status lamp lights when a successful Facility Test Call (FTC) occurs.
1 per station
Trunk Identification (display button): Identifies the tac (trunk access code) and trunk member number associated with a call.
1 per station
(display button) Displays the name of the trunk as administered on the CAS Main or on a server without CAS.
1 per station
Trunk-Group Night Service: Places a trunk-group into night service. Grp: Trunk group number.
3 per trunk group
Adds the busy indicator.
1 per station
Removes the busy indicator.
1 per station
Users can use this to see up to 32 bytes of ASAIrelated UUI-IE data.
Busy Verification: User can use this to make test calls and verify a station or a trunk.
1 per station 1 per station Table continues...
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Telephone Features
Button name vip-chkin
Button label VIP Check In
vip-retry
VIP Retry
vip-wakeup
VIP Wakeup
voa-repeat
VOA Repeat
voice-mail
Message
vu-display (format: __ ID: __)
Vu Display #
whisp-act
whisp-act WhisperAct
whisp-anbk
WhisperAnbk
whisp-off work-code
WhisperOff Work Code
Description
Maximum
VIP Check-in (display button): User can use this to assign the XDIDVIP number to the room extension.
VIP Retry: Starts to flash when the user places a VIP wake up call and continues to flash until the call is answered. If the VIP wake up call is unanswered, the user can press the VIP Retry button to drop the call and reschedule the VIP wake up call as a classic wake up call. To assign this button, you must have both Hospitality and VIP Wakeup enabled.
1 per station 1 per station
VIP Wakeup: Flashes when a VIP wake up reminder 1 per station call is generated. The user presses the button to place a priority (VIP) wake up call to a guest. To assign this button, you must have both Hospitality and VIP Wakeup enabled.
VDN of Origin Announcement. VDN of Origin Announcement must be enabled.
1 per station
This is not an administrable button, but maps to the 1 per station fixed hard "message" button on newer telephones.
VuStats Display: The agent can use this to specify a limited to the
display format for the statistics. If you assign a
number of
different VuStats display format to each button, the feature buttons
agent can use the buttons to access different
on the
statistics. You can assign this button only to display telephone
telephones. format: specify the number of the format
you want the button to display ID (optional): specify
a split number, trunk group number, agent
extension, or VDN extension
Whisper Page Activation: A user can use this to make and receive whisper pages. A whisper page is an announcement sent to another extension who is active on a call where only the person on the extension hears the announcement; any other parties on the call cannot hear the announcement.
1 per station
The user telephone must have a class of restriction (COR) feature using which the user can use whisper paging by intra switch calling.
Whisper Page Answerback: A user who received a whisper page can respond to the user who sent the page.
1 per station
Deactivate Whisper Paging: Blocks other users from 1 per station sending whisper pages to this telephone.
Call Work Code: An ACD agent can use this after pressing "work-code" to send up to 16 digits (using the dial pad) to CMS.
1 per station
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Related links Increasing Text Fields for Feature Buttons on page 146 Adding feature buttons on page 145
Abbreviated Dialing Lists
Abbreviated Dialing Lists
Abbreviated dialing is sometimes called speed dialing. You can use it to dial a short code in place of an extension or telephone number. When you dial abbreviated-dialing codes or press abbreviated-dialing buttons, you access stored numbers from special lists. These lists can be personal (a list of numbers for an individual telephone), group (a department-wide list), system (a system-wide list), or enhanced numbers (allows for a longer list of numbers). The version and type of your system determine which lists are available and how many entries you can have on each list.
Note: You can designate all group-number lists, system-number lists, and enhanced-number lists as "privileged." Calls automatically dialed from a privileged list are completed without class of restriction (COR) or facility restriction level (FRL) checking. With this, you get access to selected numbers that some telephone users might otherwise be restricted from manually dialing. For example, a user might be restricted from making long-distance calls. However, you can program the number of a branch office that is long distance into an AD list as privileged. Then, the user can call this office location using AD, while still being restricted from making other long-distance calls. Security alert: Privileged group-number, system-number, and enhanced-number lists provide access to numbers that typically would be restricted.
Setting up a station to access a new group list
About this task We will set up station 4567 so it has access to the new group list Procedure
1. Type change station 4567. 2. Press Enter. 3. Press Next Page until you see Station screen (page 4), containing the Abbreviated
Dialing List fields. 4. Type group in any of the List fields. 5. Press Enter.
The system displays a blank list number field.
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Telephone Features
6. Type 3 in the list number field. When you assign a group or personal list, you must also specify the personal list number or group list number.
7. Press Enter to save your changes. The user at extension 4567 can now use this list by dialing the feature access code for the list and the dial code for the number they want to dial. Alternatively, you can assign an abbreviated dialing button to this station using which the user can press one button to dial a specific stored number on one of their three assigned abbreviated lists.
Adding Abbreviated Dialing Lists
About this task You can program a new group list. Procedure
1. Type add abbreviated-dialing group next. 2. Press Enter.
The system displays the Abbreviated Dialing List screen. In our example, the next available group list is group 3. 3. Enter a number (in multiples of 5) in the Size field. This number defines the number of entries on your dialing list. if you have 8 telephone numbers you want to store in the list, type 10 in the Size field. 4. If you want another user to be able to add numbers to this list, enter their extension in the Program Ext field. If you want the user at 4567 to be able to change group list 3, enter 4567 in this field 5. Enter the telephone numbers you want to store, one for each dial code. Each telephone number can be up to 24 digits long. 6. Press Enter to save your changes. You can display your new abbreviated-dialing list to verify that the information is correct or print a copy of the list for your paper records. Once you define a group list, you need to define which stations can use the list.
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Abbreviated Dialing Lists
Troubleshooting abbreviated dialing lists
Dial list connects to wrong number
Problem A user complains that using an abbreviated dial list dials the wrong number. Possible Causes
· The user entered an wrong dial code. · The dial code was wrongly defined. Proposed solution Procedure 1. Ask the user what number they dialed or button they pressed to determine which list and
dial code they attempted to call. 2. Access the dialing list and verify that the number stored for the specific dial code
corresponds to the number the user wanted to dial. To access a group list, type display abbreviated-dialing group x, press Enter, where x is a group list number 3. If the user dialed the wrong code, give them the correct code. 4. If the dial code is wrong, press Cancel and use the appropriate change command to reaccess the abbreviated dialing list. 5. Correct the number. 6. Press Enter.
Cannot access dial list
Problem A user cannot access a dial list Possible Causes
· The specific list was not assigned to the user's telephone. · The user dialed the wrong feature access code · The user pressed the wrong feature button. · The feature button was wrongly defined. Proposed solutionVerify list assigned to telephone Procedure 1. Type display station nnnn, where nnnn is the user's extension. 2. Press Enter.
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Telephone Features
3. Review the current settings of the List1, List2, and List3 fields to determine if the list the user wants to access is assigned to their telephone.
Proposed solutionVerify feature access code Procedure 1. Type display feature-access-codes. 2. Press Enter. 3. Verify that the user is dialing the appropriate feature access code.
Proposed solutionVerify feature button assignment Procedure 1. Type display station nnnn, where nnnn is the user's extension. 2. Press Enter. 3. Review the current feature button assignments to determine whether: · The user was pressing the assigned button. · The list number and dial code are correct.
Abbreviated Dialing Lists-Limitations
There are limits to the total number of abbreviated dialing list entries, the number of personal dial lists, and the number of group dial lists that your system can store. Because of these limitations, you should avoid storing the same number in more than one list. Instead, assign commonly dialed numbers to the system list or to a group list. You can determine the abbreviated dialing storage capacity, by referring to the System Capacity screen for the abbreviated dialing values (type display capacity). For details on the System Capacity screen, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Bridged Call Appearances
The primary number of a telephone is the extension assigned to the telephone when the telephone is administered. On the Station screen, the Extension field displays the primary number of the telephone. On a multiappearance telephone, multiple appearances of this primary number can exist. A bridged call appearance is an appearance of a primary number on a different telephone. In most ways, the bridged call appearance acts like the primary number appearance. For example, when someone calls an extension, you can answer the call at the primary telephone or at the bridged call appearances of that extension. When a call is received, the primary telephone and the bridged call appearances alert visually, with audible ringing as an administrable option. Likewise, a call that is made from a bridged call appearance carries the display information and the Class of Restriction (COR) of the primary number.
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Bridged Call Appearances
You can use a bridged call appearance to perform operations such as conference, transfer, hold, drop, and priority calling.
The enhanced Bridged Call Appearance feature is introduced for Communication Manager Release 6.3.2 and later. With this enhancement, Communication Manager matches the caller information on the bridged lines with the caller information on the principal stations.
The following table depicts the display on bridged call appearance for an incoming call when the enhanced Bridged Call Appearance feature is active.
Calling party number (CPN) is available
Calling party number (CPN) is unavailable
Calling party name is available Calling party name is unavailable <calling name> <calling number> CALL FROM <calling number>
<calling name>
<incoming trunk name> <incoming trunk access code>
Note:
SIP phones do not support the enhanced Bridged Call Appearance feature.
Related links Enabling Enhanced Bridged Call Appearance on page 172
Setting Up Bridged Call Appearances
About this task Create a bridged call appearance. Procedure
1. Note the extension of the primary telephone. A call to this telephone lights the button and, if activated, rings at the bridged-to appearance on the secondary telephone.
2. If you want to use a new telephone for the bridged-to extension, duplicate a station. 3. Type change station and the bridged-to extension. 4. Press Enter. 5. Press Next Page until the system displays the Feature Options page of the Station
screen. 6. For the Per Button Ring Control field (digital sets only):
· If you want to assign ringing separately to each bridged appearance, type y. · If you want all bridged appearances to either ring or not ring, leave the default n. 7. Move to Bridge Call Alerting.
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Telephone Features
8. If you want the bridged appearance to ring when a call arrives at the primary telephone, type y. Otherwise, leave the default n.
9. Complete the appropriate field for your telephone type. · If your primary telephone is analog, move to the Line Appearance field and enter abrdg-appr · If your primary telephone is digital, move to the BUTTON ASSIGNMENTS field and enter brdg-appr.
10. Press Enter. Btn and Ext fields appear. If Per Button Ring Control is set to y on the Station screen for the digital set, Btn, Ext, and Ring fields appear
11. Enter the primary telephone's button number that you want to assign as the bridged call appearance. This button flashes when a call arrives at the primary telephone.
12. Enter the primary telephone extension. 13. If the system displays the Ring field, one of the following can be set:
· If you want the bridged appearance to ring when a call arrives at the primary telephone, type y.
· If you do not want the bridged appearance to ring, leave the default n. 14. Press Enter to save your changes. 15. To see if an extension has any bridged call appearances assigned, type list bridge and the
extension. 16. Press Enter.
The user at extension 4567 can now use this list by dialing the feature access code for the list and the dial code for the number they want to dial. Alternatively, you can assign an abbreviated dialing button to this station using which the user can press one button to dial a specific stored number on one of their three assigned abbreviated lists.
Enabling Enhanced Bridged Call Appearance
About this task For the caller information on bridged call appearances to be the same as the caller information on the principal station, perform the following task.
Note: SIP phones do not support the enhanced Bridged Call Appearance feature. Procedure 1. Type change COS.
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Extension to Cellular
2. On page 2 of the Class of Service screen, set the Match BCA Display with Principal field to y.
When to use Bridged Call Appearances
Following is a list of example situations where you might want to use bridged appearances. · A secretary making or answering calls on an executive's primary extension: These calls can be placed on hold for later retrieval by the executive, or the executive can simply bridge onto the call. In all cases, the executive handles the call as if he or she had placed or answered the call. It is never necessary to transfer the call to the executive. · Visitor telephones: An executive might have another telephone in their office that is to be used by visitors. It might be desirable that the visitor be able to bridge onto a call that is active on the executive's primary extension number. A bridged call appearance makes this possible. · Service environments: It might be necessary that several people be able to handle calls to a particular extension number. For example, several users might be required to answer calls to a hot line number in addition to their normal functions. Each user might also be required to bridge onto existing hot line calls. A bridged call appearance provides this capability. · A user frequently using telephones in different locations: A user might not spend all of their time in the same place. For this type of user, it is convenient to have their extension number bridged at several different telephones.
Extension to Cellular
Use the Extension to Cellular feature to extend your office calls and Communication Manager features to a cellular telephone. For a detailed description of the Extension to Cellular feature and how to administer it, see Extension to Cellular in Avaya Aura® Communication Manager Feature Description and Implementation or Avaya Extension to Cellular User Guide.
Extension to Cellular Setup Table
The following table provides a quick reference to the screens and fields used in administering the Extension to Cellular feature. Table 3: Screens for administering Extension to Cellular
Screen Name
Stations with OffPBX Telephone Integration
Purpose Map station extensions to application types and
Fields All
Table continues...
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Telephone Features
Screen Name
Purpose
Off-PBX Telephone Administer CTI feature. Mobile-FeatureExtension
Feature Access Code (FAC)
Set up access codes for Communication Manager features.
Extension to Call Which Activate Features by Name
Map a dialed extension to activate a feature (FNE) within Communication Manager from a cell phone. Some FNEs require FAC administration.
Telecommuting Access
Create an Extension to Cellular remote access number.
Security-Related Define a system-wide station security code length. System Parameters
Station
Assign feature buttons and timers.
Language Translations Numbering-Public/ Unknown Format Coverage Path
Trunk Group DS1 Circuit Pack
Note:
Do not use station type XMOBILE. Endpoints configured as XMOBILE cannot access important enhancements to EC500, such as support for SIP trunk groups.
To review the office telephone feature button assignments
Assign 10-digit caller identification.
Set up number of unanswered rings prior to coverage.
Enable Call Detail Recording for outgoing trunk.
Administer a DS1 Circuit pack for R2MFC for EC500 use.
Trunk Group
Administer a trunk group for EC500 use.
Note:
For more information, see Extension to Cellular in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Fields Mobile Call (CTI) Extension
Feature Access Code Extension
All Minimum Station Security Code Length BUTTON ASSIGNMENTS
All All Number of Rings CDR Reports Signaling Mode: CAS Interconnect: CO Group Type Trunk Type Outgoing Dial Type Incoming Dial Type Receive Answer Supervision?
Table continues...
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Extension to Cellular
Screen Name Multifrequencysignaling- relatedparameters
System Capacity
Purpose
Administer MFC parameters needed for EC500.
Note:
For more information, see Guidelines for administering Multifrequency Signaling in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Verify used, available, and system station limits.
Fields Incoming Call Type: groupii-mfc (for MFC signaling) Outgoing Call Type: groupii-mfc (for MFC signaling) Request Incoming ANI (nonAR/ARS) y
Off-PBX Telephone - EC500 Off-PBX Telephone - OPS Off-PBX Telephone - PBFMC Off-PBX Telephone - PVFMC
Setting Up Extension To Cellular Feature Access Button
About this task Extension to Cellular provides the capability to administer an Extension to Cellular feature access button on the user's office telephone to enable and disable the feature. You can also configure an optional timer. You administer this feature button on page 3 of the Station screen for the "host" office extension to which Extension to Cellular is linked. The process described below explains how to administer an Extension to Cellular feature button and include the optional Extension to Cellular timer. The Extension to Cellular feature button is available on telephones which support administrable feature buttons.
Procedure
1. Type change station n, where n is the extension of an Extension to Cellular enabled station
Type 1034.
2. Press the Next Page button twice to display the Station screen (page 4).
3. Select an available feature button under the BUTTON ASSIGNMENTS header (button 4 was used in this example) and type ec500 to administer an Extension to Cellular feature button on the office telephone.
4. Press Enter.
Note:
The Timer subfield displays, and defaults to n. Leaving the default setting of n excludes the timer state
5. Set the optional Timer subfield to y to include an Extension to Cellular timer state for the administered feature button
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Telephone Features
When the timer state is included, the Extension to Cellular user can activate a one-hour timer to temporarily disable Extension to Cellular through this administered feature button. 6. Press Enter. The corresponding feature button on the office telephone is now administered for Extension to Cellular.
Note: The feature status button on the office telephone indicates the current state of Extension to Cellular regardless of whether the feature was enabled remotely or directly from the office telephone. For additional information, see the Avaya Extension to Cellular User's Guide, 210-100-700.
Terminal Self-Administration
Before a user can enter the TSA Admin mode, their telephone must be completely idle. After a user presses the Admin button and enters a security code (if necessary), they are prompted, via the telephone's display, to choose features to administer to buttons on their telephone. The user can add, replace, or delete any of the following feature-button types from their telephone.
· CDR Account Code · Automatic Dial · Blank · Call Forwarding · Call Park · Call Pickup · Directed Call Pickup · Group Page · Send All Calls · Toggle Swap · Activate Whisper Page · Answerback for Whisper Page · Whisper Page Off End-user button changes are recorded to the Communication Manager server's history log so that remote services can know what translations are changed.
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Terminal Self-Administration
Setting Up Terminal Self-Administration
Before you begin To prevent users from changing another user's telephone administration, you can enable the system-wide option that requires users to enter a station security code before they can administer their telephone. To enable this option:
1. Set the Station Security Code for Terminal Self-Administration Required on the Security-Related System Parameters screen to y.
2. If you enable this option, the user is prompted for the station security code when they press the Admin button. The user must enter the security code, followed by the pound (#) button or the Done softkey.
About this task Users use Terminal self-administration (TSA) to administer some of their own feature buttons from their telephones. TSA is available for 6400-series, and 4612 and 4624 telephones. Users are prompted, via the telephone's display, to choose features to assign to buttons on their telephones. You need to assign a security code to the user's Station screen for each user you want to enable access to TSA. You also need to assign the user an Admin feature button. For example, to assign a security code of 12345678 to extension 4234, complete the following steps: Procedure
1. Type change station 4234,. 2. Press Enter.
The system displays the Station screen for extension 4234. 3. In the Security Code field, type 12345678
You should assign unique security codes for each user. Once you enter the code and move off the field, the system changes the field to `*' for extra security. 4. In one of feature button fields, type admin. You can assign this button to a feature button or a softkey. 5. Press Enter to save your changes.
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Telephone Features
Fixing Problems in Terminal Self-Administration
Symptom
Cause and Solution
When a telephone is in the Admin mode, the telephone is not able to accept any calls
The telephone is treated as if it were busy. Also, a user cannot make calls while in the Admin mode.
Any button state a telephone is in when the telephone enters the Admin mode stays active while the telephone is in the Admin mode.
ACD agents who need access to the Admin mode of TSA must be logged off before pressing the Admin button.
If they are not logged off when they attempt to enter the Admin mode, they receive a denial (single-beep) tone.
Call Forwarding can be active and works correctly in the Admin mode.
An active Call Forwarding button cannot be removed when the telephone is in the Admin mode.
The telephone must be on-hook to go into the Admin mode.
The Headset On/Off button must be in the OFF position.
A telephone that is in the Admin mode of TSA cannot be remotely unmerged by the PSA feature.
If a user has Abbreviated and Delayed Ringing active, a call can be silently ringing at a telephone and the user might not realize it. This ringing prevents the user from entering the Admin mode of TSA.
Enterprise Mobility User
Enterprise Mobility User (EMU) is a software-only feature that provides the ability to associate the buttons and features of a primary telephone to a telephone of the same type anywhere within your company's enterprise.
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Enterprise Mobility User
A home station can be visited by another EMU user while the user is registered as an EMU visitor elsewhere. A home station can be used as a visited station while the principal user's EC500 or other Off-PBX applications are active. And the principal user can activate an Off-PBX application even if their home station is being visited by another EMU user.
Note: In this document, any telephone that is not the primary telephone is referred to as the "visited" telephone and any server that is not the home server of the primary telephone is referred to as the "visited server."
System Requirements -- EMU
The following is a list of requirements that you need for the EMU feature: · QSIG must be the private networking protocol in the network of Communication Manager systems. This requirement also includes QSIG MWI Note: All systems in a QSIG network must be upgraded to Communication Manager 4.0 or later in order for the Enterprise Mobility User feature to function properly. If only some systems are upgraded, and their extensions expanded, the EMU feature might not work with the systems that have not been upgraded. Go to the AvayaSupport website at http:// support.avaya.com for more information. · Communication Manager Release 3.1 or later software must be running on the home server and all visited servers. · All servers must be on a Linux platform. EMU is not supported on DEFINITY® servers. · The visited telephone must be the same model type as the primary telephone to enable a optimal transfer of the image of the primary telephone. If the visited telephone is not the same model type, only the call appearance (call-appr) buttons and the message waiting light are transferred. · All endpoints must be terminals capable of paperless button label display. · Uniform Dial Plan (UDP) · To activate the EMU feature, a user enters the EMU activation feature access code (FAC), the extension number of their primary telephone, and the security code of the primary telephone on the dial pad of a visited telephone. The visited server sends the extension number, the security code, and the set type of the visited telephone to the home server. When the home server receives the information, it: - Checks the class of service (COS) for the primary telephone to see if it has PSA permission - Compares the security code with the security code on the Station screen for the primary telephone - Compares the station type of the visited telephone to the station type of the primary telephone. If both the visited telephone and the primary telephone are of the same type, the home server sends the applicable button appearances to the visited server. If a previous registration exists on the primary telephone, the new registration is accepted and the old registration is deactivated
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Telephone Features
If the registration is successful, the visited telephone assumes the primary telephone's extension number and some specific administered button types. The display on the primary telephone shows Visited Registration Active: <Extension>: The extension number that displays is the extension number of the visited telephone Note: The speed dialing list that is stored on the primary telephone and the station logs are not downloaded to the visited telephone.
Configuring your System for the Enterprise Mobility User
Procedure 1. Type display cos to view your Class of Service settings. The system displays the Class of Service screen. 2. Verify that the Personal Station Access (PSA) field is set to y. This field applies to the primary telephone and must be set to y for EMU. 3. Type display feature-access-codes. The system displays the Feature Access Code (FAC) screen 4. In one of feature button fields, type admin. 5. Scroll down until you see the fields for Enterprise Mobility User Activation and Deactivation. The feature access codes (FACs) for both EMU activation and EMU deactivation must be set on all servers using EMU. You must enter the FAC of the server in the location from which you are dialing. Note: To avoid confusion, Avaya recommends that all the servers in the network have the same EMU feature access codes. 6. On page 3 of the Feature Related System Parameters screen, use the EMU Inactivity Interval for Deactivation (hours) field to administer a system-wide administrable interval for EMU deregistration at a visited switch. 7. Click Enter to save your changes.
Setting EMU options for stations
Procedure 1. Enter add station next.
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Enterprise Mobility User
2. Enter the security code of your primary telephone when you activate or deactivate EMU. The security code is administered on page one of the Station screen. The security code can be up to eight numbers. No letters or special characters are allowed. Once the security code is entered, the system displays a * in the Security Code field.
3. On the Station screen, scroll down till you find the EMU Login Allowed field. The EMU Login Allowed field applies to the visited station and must be set to y for EMU. The valid entries to this field are y or n, with n as the default. You must set this field to y to allow this telephone to be used as a visited station by an EMU user.
4. Select Enter to save your changes.
Defining options for calling party identification
Procedure 1. Type display trunk-group x, where x is the number of the trunk group. The system displays the Trunk Group screen. 2. Scroll down till you see the Send EMU Visitor CPN field. This field controls calling party identification, that is, the extension of the primary telephone or the extension of the visited telephone that is used when a call is made from a visited telephone. 3. If you want the system to display calling party information of the primary telephone, the Send EMU Visitor CPN field must be set to y. There are areas where public network trunks disallow a call if the calling party information is invalid. In this case, there can be instances where the extension of the primary telephone is considered invalid and the extension of the visited telephone must be used. To use the extension of the visited telephone, set the Send EMU Visitor CPN field to n.
Note: If you set the Send EMU Visitor CPN field to y, you must set the Format field on the same page to either public or unk-pvt. 4. Click Enter to save your changes.
Activating EMU
Procedure 1. At the visited telephone, enter the EMU activation Feature Access Code (FAC). You must enter the EMU activation FAC of the server in the location where you are dialing from. 2. Enter the extension of your primary telephone set.
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Telephone Features
3. Enter the security access code of your primary telephone set. This is the security code administered on the primary telephone's station form on the home server. · If the registration is successful, you hear confirmation tone. · If the registration is unsuccessful, you hear audible intercept. Audible intercept is provided when: · The registration was rejected by the home server. · The telephone where the registration attempt is made is not administered for EMU use. · The 15 second timer expires at the visited server. If the home server receives a request from a visited server for a telephone that already has an EMU visitor registration active, the old registration is terminated and the new registration is approved. If the primary telephone is in-use when a registration attempt is made, the registration attempt fails.
Deactivating EMU
Procedure 1. At the visited telephone, enter the EMU deactivation FAC. You must enter the EMU deactivation FAC of the server in the location where you are dialing from. 2. Enter the extension number of the primary telephone. 3. Enter the security code of the visited telephone. If the visited telephone does not deactivate, the telephone remains in the visited state. 4. To deactivate the visited telephone you can perform a busy-out, release busy-out at the visited server. 5. Enter the EMU feature deactivation code and the security code of the visited telephone at the home server location. 6. Press the <mute>RESET function on the IP telephone.
Note: Anytime the visited telephone performs a reset, the EMU registration is deactivated. 7. Unplug the visited DCP set for a period of one minute Unplugging or disconnecting a 4600 series set will not deactivate the set.
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Chapter 8: Managing Attendant Consoles
Attendant Consoles
The attendant console is the main answering position for your organization. The console operator is responsible for answering incoming calls and for efficiently directing or "extending" calls to the appropriate telephone. Using the attendant console your attendants can monitor:
· system problems · toll fraud abuse · traffic patterns
The number of consoles you can have in your organization varies depending on your Avaya solution. 302 attendant consoles Avaya Communication Manager supports the following 302 attendant consoles: the 302A/B, 302C, and 302D consoles. You might have a basic or enhanced version of these consoles. To compare and contrast the consoles, view the diagrams below.
· 302A/B · 302C · 302D 302D Console The 302D console provides the following enhancements to the 302C console: · Modular handset or headset connection
The console accepts a standard RJ11, 4-pin modular handset or headset. This connection replaces the quarter-inch, dual-prong handset or headset connection. · Activate or deactivate push-button You can use the push-button on the left side of the console to activate or deactivate the console. The system displays a message on the console identifying that the button must be pressed to activate the console. · Two-wire DCP compatibility The console is compatible with two-wire DCP circuit packs only, not four-wire DCP circuit packs. · Headset volume control
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Managing Attendant Consoles
The console can now control the volume of an attached headset. · Noise expander option
The console has circuitry to help reduce background noise during pauses in speech from the console end of a conversation. This option is normally enabled. · Support for Eurofont or Katakana character set The console can show the Eurofont or Katakana character set. Administration of these character sets must be coordinated with the characters sent from Avaya Communication Manager. Avaya Personal Computer consoles The Avaya Personal Computer Console is a Microsoft Windows-based call handling application for Avaya Communication Manager attendants. It provides an ideal way to increase your productivity and to serve your customers. Personal Computer Console offers all the call handling capabilities of the hardware-based Avaya 302 attendant console with a DXS module, plus several enhanced features and capabilities. The enhanced features provide you with the ability to see up to six calls at once, and to handle all calls more efficiently. Personal Computer Console also provides a powerful directory feature. You are able to perform searches, display user information, including a photo. You are able to place a call immediately from the directory. And, because Personal Computer Console resides on a Windows-based Personal Computer, you are able to use other software applications at the same time. If a call comes in while you are in another application, you are able to handle it immediately. For more information about the Avaya Personal Computer Console, go to the Avaya Support website at http://support.avaya.com. SoftConsole IP Attendant The SoftConsole is a Windows-based application that can replace the 302B hard console. The SoftConsole is similar to Personal Computer Console, but it performs call answering and routing through a Personal Computer interface via IP. For more information, go to the Avaya Support website at http://support.avaya.com. Related links 302A/B Console on page 185 302C Console on page 186 302D Console on page 187
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302A/B Console
Attendant Consoles
Figure 7: 302A and 302B1 attendant console
Note: Button numbers map to physical positions on the console. Figure notes: 1. Call processing area 2. Handset 3. Handset cradle 4. Warning lamps and call waiting lamps 5. Call appearance buttons 6. Feature area 7. Trunk group select buttons 8. Volume control buttons 9. Select buttons 10. Console display panel
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Managing Attendant Consoles
11. Display buttons 12. Trunk group select buttons 13. Lamp Test Switch Related links Attendant Consoles on page 183
302C Console
Figure 8: 302C attendant console
Note: Button numbers map to physical positions on the console. Figure notes: 1. Handset 2. Handset cradle 3. Call processing area 4. Warning lamps and call waiting lamps 5. Outside-line buttons
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6. Display buttons 7. Display 8. Select buttons 9. Volume control buttons 10. Outside-line buttons 11. Feature buttons 12. Call appearance buttons Related links Attendant Consoles on page 183
302D Console
Attendant Consoles
Figure 9: Console feature button layout
Note: Button numbers map to physical positions on the console.
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Managing Attendant Consoles
Figure 10: Enhanced Selector Console Related links
Attendant Consoles on page 183
Adding an Attendant Console
About this task Usually Avaya connects and administers your primary attendant console during cutover. However, you might find a need for a second attendant console, such as a backup console that is used only at night. This example shows how to add a night-only attendant console.
Note: These instructions do not apply to adding a Personal Computer Console or SoftConsole. For more information, see the appropriate console documentation. Procedure 1. Type add attendant. 2. Press Enter
The system displays the Attendant Console screen. 3. In the Type field, enter 302. This is the type of attendant console. 4. If you want this attendant to have its own extension, enter one in the Extension field.
Tip: If you assign an extension to the console, the class of restriction (COR) and class of service (COS) that you assign on this Attendant Console screen override the COR and
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Attendant Console Feature Buttons
COS you assigned on the Console Parameters screen. To avoid unexpected behavior, you should assign the same COR and same COS on both screens. If you give your attendants an individual extension, users can call the attendant directly by dialing the extension. Attendants can use Individual attendant extensions to use features that an attendant group cannot use -- for example, you can assign them to hunt groups. 5. In the Console Type field, enter night-only. This indicates how this console is used in your organization--as a principal, day only, night only, or day/night console. You can have only one night-time console (night only or day/ night) in the system. 6. In the Port field, enter the port address for this console. 7. Type a name to associate with this console in the Name field. 8. In the DIRECT TRUNK GROUP SELECT BUTTON ASSIGNMENTS fields, enter trunk access codes for the trunks you want the attendant to be able to select with just one button. 9. If you are using the Enhanced Selector console, set the HUNDREDS SELECT BUTTON ASSIGNMENTS that you want this console to have. If you want this console to be able to access extensions in the range 3500 to 3999, you need to assign them 5 Hundreds Select Buttons: 35 for extensions 3500 to 3599, 36, 37, 38, and 39. 10. Assign the Feature Buttons that you want the 302 console to have. To determine which buttons you can assign to a console, see Attendant Console Feature Buttons.
Tip: Feature buttons are not numbered top-to-bottom on the attendant console, as you might expect. 11. Press Enter to save your changes. Related links Attendant Console Feature Buttons on page 189
Attendant Console Feature Buttons
Feature Buttons The following table lists the feature buttons that you can assign to an attendant console.
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Managing Attendant Consoles
Feature or Function Recommended Button Label
Abbreviated Dialing AD
Administered Connection [status lamp] Automatic Call Distribution (ACD)
Attendant Console (Calls Waiting) Attendant Control of Trunk Group Access (Activate) Attendant Control of Trunk Group Access (Deactivate) Attendant Direct Trunk Group Select
AC Alarm
After Call Work Assist Auto In Auxiliary Work Manual-In Release Work Code Stroke (0-9) CW Aud Off
Cont Act
Cont Deact
Local TG Remote TG
Attendant Crisis Alert Attendant Display [display buttons]
Attendant Hundreds Group Select Attendant Room Status
Attendant Override
Crisis Alert Date/Time Inspect Mode Normal Mode Stored Number Group Select _
Occupied Rooms Status Maid Status Override
Value Entered on Attendant Console Screen
abrv-dial (List:___ DC:___)
ac-alarm
Maximum Allowed
1 per List/ DC
1
Notes 1
after-call (Grp. No.__) N
2
assist (Grp. No:__)
1 per split group 2
auto-in (Grp. No.__) 1 per split group 2
aux-work (Grp. No.__) 1 per split group 2
manual-in (Grp. No.__) 1 per split group 2
release
1
work-code
1
stroke-cnt (Code:_)
1
3
cw-ringoff
1
act-tr-grp
1
deact-tr-g
1
local-tgs (TAC:__) remote-tgs (LT:__) (RT:__) crss-alert date-time inspect normal stored-num hundrd-sel (Grp:__)
occ-rooms
maid-stat override
12
4
1
1
1
1
1
20 per console
5
1
6
1
6
1
Table continues...
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Attendant Console Feature Buttons
Feature or Function Recommended Button Label
Value Entered on Attendant Console Screen
Automatic Circuit Assurance
ACA
aca-halt
Automatic Wakeup (Hospitality)
Auto Wakeup
auto-wkup
Busy Verification
Busy Verify
verify
Call Coverage
Cover Cback
cov-cback
Consult
consult
Go To Cover
goto-cover
Call Coverage [display Cover Msg Rt button]
cov-msg-rt
Call Offer (Intrusion) Intrusion
intrusion
Call Prompting [display Caller Info button]
callr-info
Call Type
Call Type
type-disp
Centralized Attendant CAS-Backup Service
cas-backup
Check In/Out (Hospitality) [display buttons]
Check In Check Out
check-in check-out
Class of Restriction [display button]
COR
class-rstr
Conference Display [display button]
Conference Display
conf-dsp
Demand Print
Print Msgs
print-msgs
DID View
DID View
did-view
Do Not Disturb (Hospitality)
Do Not Disturb
dn-dst
Do Not Disturb (Hospitality) [display buttons]
Do Not Disturb Ext Do Not Disturb Grp
ext-dn-dst grp-dn-dst
Don't Split
Don't Split
dont-split
Emergency Access To Emerg. Access To Attd em-acc-att the Attendant
Facility Busy Indication Busy (trunk or
[status lamp]
extension#)
busy-ind (TAC/Ext: _)
Facility Test Calls [status lamp]
FTC Alarm
trk-ac-alm
Maximum Allowed
Notes
1 per system
1
1 1 1 1 1
1 1
1 1
1 1
1
1
1 1 1
1 1
1 1
1 per TAC/ Ext.
7
1
Table continues...
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Managing Attendant Consoles
Feature or Function
Far End Mute [display button] Group Display Group Select Hardware Failure [status lamps]
Hold Integrated Directory [display button] Incoming Call Identification
Intrusion (Call Offer) Leave Word Calling
Leave Word Calling [display buttons]
Leave Word Calling (Remote Message Waiting) [status lamp] Link Failure
Login Security Violation Message Waiting
Night Service No Answer Alert
Recommended Button Label
Far End Mute for Conf
Value Entered on Attendant Console Screen
fe-mute
Maximum Allowed
1
Notes
Group Display Group Select Major Hdwe Failure Auto Wakeup DS1 (facility) PMS Failure PMS Ptr Alm CDR 1 Failure CDR 2 Failure Sys Ptr Alm Hold Integrtd Directory
group-disp group-sel major-alrm pr-awu-alm ds1-alarm pms-alarm pr-pms-alm cdr1-alrm cdr2-alrm pr-sys-alm hold directory
1 1 10 per system 1 10 per system 1 1 1 1 1 1 1
Coverage (Group
in-call-id
N
number, type, name,
or ext.#)
Intrusion
intrusion
1
Cancel LWC
lwc-cancel
1
LWC
lwc-store
1
Delete Msg
delete-msg
1
Next
next
1
Call Display
call-disp
1
Msg (name or extension #)
aut-msg-wt (Ext:___) N
Link Failure (Link
link-alarm (Link No.__) 1 per Link #
8
No.__)
lsvn-halt
lsvn-halt
1 per system
Message Waiting Act.
Message Waiting Deact.
Trunk Grp. NS
noans-altr
mwn-act mwn-deact
trunk-ns (Grp. No.__) noans-altr
1 per system 1 per system
1 per trunk group 9 1 per group
Table continues...
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Attendant Console Feature Buttons
Feature or Function Recommended Button Label
Off Board Alarm
Page 1 Link Alarm Indication
Page 2 Link Alarm Indication
PMS Interface [display buttons]
Priority Attendant Group
Priority Calling
Position Busy
Queue Status Indications (ACD) [display buttons]
Queue Status Indications (ACD) [status lamps]
Remote Access Security Violation
Ringing
Security Violation Notification Halt
Serial Call
Split/Swap
System Reset Alert
Station Security Code Notification Halt
Night Service (ACD)
Time of Day Routing [display buttons]
Timed Reminder
Timer
Trunk Identification [display button]
Trunk Group Name [display button]
off-bd-alm PAGE1 Alarm
PAGE2 Alarm
PMS display
prio-grp
Prior Call Position Busy AQC AQT
NQC OQT
rsvn-halt
In Aud Off ssvn-halt
Serial Call Split-swap System Reset Alert [status lamp] ssvn-halt
Hunt Group Immediate Override Clocked Override RC Aud Off Timer Trunk-ID
Trunk-Name
Value Entered on Attendant Console Screen off-bd-alm pg1-alarm
pg2-alarm
Maximum Allowed
1 per group 1 per station
1 per station
Notes
prio-grp
1
priority pos-busy atd-qcalls atd-qtime
q-calls (Grp:_) q-time Grp:_)
rsvn-halt
N 1 1
1
10
1 per hunt group 10
1 per system
in-ringoff ssvn-halt
1 1 per system
serial-cal
1
split-swap
1
11
rs-alert
1
ssvn-halt
1 per system
hunt-ns (Grp. No.__) 3 per hunt group 12
man-ovrid
1
clk-overid
1
re-ringoff
1
timer
1
trk-id
1
trunk-name
1
Table continues...
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Managing Attendant Consoles
Feature or Function Recommended Button Label
Visually Impaired Service (VIAS)
VIS Console Status
Display
DTGS Status
Last Message
Last Operation
VDN of Origin
VOA Repeat
Announcement Repeat
VuStats
VuStats
Value Entered on Attendant Console Screen vis con-stat display dtgs-stat last-mess last-op voa-repeat
vu-display
Maximum Allowed
1 1 1 1 1 1 1
1
Notes 12
1. List: List number 1 to 3 where the destination number is stored. DC: Dial codes of destination number.
2. Grp: The split group number for ACD. 3. Code: Enter a stroke code (0 through 9). 4. TAC: local-tgs -- TAC of local TG
remote-tgs -- (L-TAC) TAC of TG to remote PBX remote-tgs -- (R-TAC) TAC of TG on remote PBX The combination of local-tgs/remote-tgs per console must not exceed 12 (maximum). Label associated button appropriately so as to easily identify the trunk group. 5. Grp: Enter a hundreds group number (1 through 20). 6. Enhanced Hospitality must be enabled on the System-Parameters Customer-Options (Optional Features) screen. 7. Ext: Can be a VDN extension. 8. Link: A link number -- 1 to 8 for multi-carrier cabinets, 1 to 4 for single-carrier cabinets. 9. Grp: A trunk group number. 10. Grp: Group number of the hunt group. 11. The attendant can alternate between active and split calls. 12. VDN of Origin must be enabled.
Setting Console Parameters
About this task You can define system-wide console settings on the Console Parameters screen. For example, if you want to warn your attendants when there are more than 3 calls in queue or if a call waits for more than 20 seconds, complete the following steps:
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Removing an Attendant Console
Procedure 1. Type change console-parameters. 2. Press Enter The system displays the Console Parameters screen. 3. In the Calls in Queue Warning field, enter 3. The system lights the console's second call waiting lamp if the number of calls waiting in the attendant queue exceeds 3 calls. Click Next to display page 2. 4. In the Time in Queue Warning field, enter 20. The system issues a reminder tone if a call waits in the attendant queue for more than 20 seconds. 5. Press Enter to save changes. Note: Some of the settings on the individual Attendant Console screens can override your system-wide settings.
Removing an Attendant Console
About this task This procedure describes how to remove an attendant from the system. In this example, attendant 3 is assigned to extension 4345. Procedure
1. Type status attendant 3 and press Enter. The system displays the Attendant Status screen.
2. Make sure that the attendant console is plugged into the jack and is idle, not making or receiving any calls.
3. Type list usage extension 4345 and press Enter. The Usage screen displays the usage of the extension in the system.
4. If the system displays the attendant extension on the Usage screen, press Cancel, access the appropriate feature screen and delete the extension. For example, if extension 4345 belongs to hunt group 2, type change hunt group 2 and delete the extension from the list.
5. Type remove attendant 3 and press Enter.
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Managing Attendant Consoles
The system displays the Attendant Console screen, so you can verify that you are removing the correct attendant. 6. If the attendant that you have chosen is the correct attendant, save the changes. If the system displays an error message that the attendant group must be taken out of night service before removal or change, deactivate the Night Service feature. 7. If the extension has a voice mailbox, remove the extension from voice mail service. 8. Type save translations and press Enter. 9. Unplug the console from the jack and store it for future use.
Note: You do not need to: · Delete the extension from the coverage paths. The system automatically adjusts
coverage paths to eliminate the extension. · Disconnect the wiring at the cross-connect field. Note: The extension and port address remain available for assignment at a later date.
Providing Backup for an Attendant
Before you begin · You can assign the attendant backup alerting only to multiappearance telephones that have a client room class of service (COS) set to No. For more information, see Class of Service. · If you have not yet defined a Trunk Answer Any Station (TAAS) feature access code, you need to define one and provide the feature access code to each of the attendant backup users. For more information, see Feature Access Code (FAC).
To enable your system to alert backup stations, you need to administer the Console Parameters screen for backup alerting. You also need to give the backup telephones an attendant queue calls feature button and train your backup users how to answer the attendant calls. About this task You can configure your system using Communication Manager so that you have backup positions for your attendant. Attendant Backup Alerting notifies backup telephones that the attendant need assistance in handling calls. The backup telephones are alerted when the attendant queue reaches the queue warning level or when the console is in night service. Once a backup telephone receives an alert, the user can dial the Trunk Answer Any Station (TAAS) feature access code (FAC) to answer the alerting attendant calls.
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Providing Backup for an Attendant
Tip: You can find more information about attendant backup in the GuestWorks Technician Handbook. Procedure 1. Type change console-parameters. 2. Press Enter.
The system displays the Console Parameters screen. 3. In the Backup Alerting field, enter y. 4. Press Enter to save changes.
The system will now notify anyone with an attendant queue calls button when the attendant queue reaches the warning level or when the console is in night service. 5. Type change station 4345. 6. Press Enter. The system displays the Station screen. 7. In one of the Button Assignment fields, enter atd-qcalls. The atd-qcalls button provides the visual alerting for this telephone. When this button is dark (idle state), there are no calls in the attendant queue. When the button shows a steady light (busy state), there are calls in the attendant queue. When button shows a flashing light (warning state), the number of calls in the attendant queue exceeds the queue warning. The backup-telephone user also hears an alerting signal every 10 seconds. 8. Press Enter to save changes. Now you need to train the user how to interpret the backup alerting and give them the TAAS feature access code so that they can answer the attendant calls.
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Chapter 9: Managing Telephone Displays
Displaying administration
This chapter provides information about the messages that appear on the screens of display telephones. Your system uses automatic incoming call display to provide information about incoming calls to a display telephone that is active on a call. The information is displayed for 30 seconds on all telephones except Call Master telephones. The display goes blank after 30 seconds on Call Master telephones. However the information for each new call overrides the existing message. The system displays the call information on the display only if the call terminates at the telephone. For example, if the call is forwarded to another extension, the system does not display the call information. See the Telephone Displays feature description in the Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-505.
Displaying ANI Calling Party Information
About this task Calling party information might consist of either a billing number that sometimes is referred to as Automatic Number Identification (ANI), or a calling party number. Your telephone might display the calling party number and name, or the incoming trunk group name. To set up a tie trunk group to receive calling party information and display the calling party number on the telephone of the person called: Procedure
1. Type change trunk group nnnn, where nnnn is the trunk group you want to change. 2. Click Next Page until you see the Trunk Parameters fields on the Trunk Group screen
(page 2). 3. Type tone in the Incoming Dial Type field. 4. Click Next Page and type *ANI*DNIS in the Incoming Tone (DTMF) ANI field. 5. Press Enter to save your changes.
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Displaying ICLID Information
Displaying ICLID Information
Before you begin Be sure the Analog Trunk Incoming Call ID field is set to y on the System-Parameters Customer-Options (Optional Features) screen. See the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207 for information on the required circuit pack. About this task Communication Manager collects the calling party name and number (Incoming Call Line Identification, or ICLID) received from the central office (CO) on analog trunks. This example shows how to set up the analog diod trunk group 1 to receive calling party information and display the calling party number on the telephone of the person called. Procedure
1. Type change trunk group 1. The system displays the Trunk Group screen for trunk group 1. The Group Type field is already set to diod.
2. Click Next Page to display the Trunk Features fields on the Trunk Group screen (page 3). 3. Type Bellcore in the Receive Analog Incoming Call ID field. 4. Click Next Page to display the Administrable Timers screen. 5. Type 120 in the Incoming Seizure (msec) field. 6. Click Enter to save your changes.
Setting the Display Language
Procedure 1. Type change station nnnn, where nnnn is the extension of the station that you want to change. 2. Press Enter. The System displays the Station screen. 3. In the Display Language field, enter the display language you want to use.
Tip: Time of day is displayed in 24-hour format (00:00 - 23:59) for all languages except english, which is displayed in 12-hour format (12:00 a.m. to 11:59 p.m.).To display time in 24-hour format and display messages in English, set the Display Language field to unicode. When you enter unicode, the station displays time in 24-hour format, and if no Unicode file is installed, displays messages in English by default. For more information on Unicode, see Administering Unicode display.
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Managing Telephone Displays
4. Press Enter to save your changes. Related links
Administering Unicode Display on page 200
Administering Unicode Display
To use Unicode display languages, you must have the appropriate Avaya Unicode Message files loaded on Communication Manager. These files are named avaya_unicode.txt (standard telephone messages), custom_unicode.txt (posted messages and system labels), avaya_userdefined.txt (standard telephone messages using Eurofont), and custom_user-defined.txt (posted messages and system labels using Eurofont). To use the Phone Message files avaya_unicode.txt and custom_unicode.txt, you must have Unicode-capable stations, such as the 4610SW, 4620SW, 4621SW, and 4622SW, Sage, Spark, and 9600-series Spice telephones, and Avaya Softphone R5.0. Unicode is also an option for the 2420J telephone when Display Character Set on the System Parameters Country-Options screen is katakana. For more information on the 2420J, see 2420 Digital Telephone User's Guide, 555-250-701. Only Unicode-capable stations have the script (font) support that is required to match the scripts that the Unicode Phone Message file uses. To use the user-defined messages files avaya_userdefined.txt and custom_user-defined.txt you must use an Avaya digital telephone that supports Eurofont or Kanafont.
Note: To view the dial pad letter/number/symbol mapping tables used for the integrated directory, see Telephone Display in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205. For Communication Manager 2.2 and later, the following languages are available using Unicode display: · Chinese · Czech · Danish · Dutch · German · Hebrew · Hungarian · Icelandic · Italian · Japanese · Korean · Macedonian
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Setting the Display Language
· Polish · Romanian · Russian · Servian · Slovak · Swedish · Ukrainian
Obtaining and Installing Phone Message Files
About this task A Unicode Message file for each supported language is available in a downloadable ZIP file on the Avaya support Web site (https://support.avaya.com/unicode). You can also create a new translation or edit an existing translation with the Avaya Message Editing Tool (AMET) (https:// support.avaya.com/amet). Additional languages are periodically becoming available, so check this site often for the most up-to-date message files.
Note:
Refer to the Communication Manager Messages Job Aid for details on the following procedures.
Procedure
1. Download the appropriate Unicode message file to your Personal Computer. For an existing translation, download the required language from https://support.avaya.com/ unicode.
2. If necessary, create a new translation, or modify an existing translation, using the Avaya Message Editing Tool (AMET), available at https://support.avaya.com/amet.
Note:
Only the Avaya Message Editing Tool (AMET) can be used for translation edits, using any other editor will not update the Phone Message File correctly and such files will fail to install. See the Avaya Message Editing Tool (AMET) Job Aid in the Generic Phone Message Package file for more details on using AMET.
3. Transfer the Phone Message file to an Avaya Server that is running Communication Manager 2.2 or later, using the Avaya Web pages, the Avaya Installation Wizard, or ftp.
4. Install Phone Message files with the Communication Manager System Management Interface (SMI). The Avaya Installation Wizard only supports install of Unicode Phone Message files. Note that the Installation Wizard is the same wizard that you use to transfer Phone Message files to an Avaya Server that is running Communication Manager 2.2 or later.
5. The strings in a Communication Manager Phone Message File (avaya_unicode[2-4].txt, custom_unicode[2-4].txt, avaya_user-defined.txt, custom_user-defined.txt) are loaded in real-time into Communication Manager memory after you click the Install button on the "Communication Manager Phone Message File" page of Communication Manager SMI.
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Managing Telephone Displays
6. Set the Display Language field on the Station screen to unicode. Note that the Station screen displays the unicode keyword only if a Unicode-capable telephone is entered in the Station screen Type field. To use a user-defined file, set the Display Language field on the Station screen to user-defined.
Note:
There is no uninstall option for Phone Message files. You can reload a new Phone Message file. This will overwrite existing Phone Message files.
Checking the Status of Phone Message File Loads
To verify that a Unicode Phone Message file is loaded correctly, run status station xxxx on any administered station. If the Unicode Phone Message file is loaded correctly, the Display Messages Scripts field on the second page contains the scripts that are in this file. The General Status screen for stations contains three Unicode script-related fields. To access the General Status screen, type status station xxxx, where xxxx is the extension of the station. The system displays the General Status screen. Click Next to display page 2 of the screen.
"Scripts" are a collection of symbols used to represent text in one or more writing systems. The three script fields shown in the UNICODE DISPLAY INFORMATION section are as follows:
· Native Name Scripts: Scripts supported in the Unicode station name.
· Display Messages Scripts: The scripts used in the Unicode Display Language.
· Station Supported Scripts: The scripts supported in the IP station that is registered to an extension.
Unicode Native Name support
Communication Manager supports Unicode for the "Name" associated with Vector Directory Numbers (VDNs), trunk groups, hunt groups, agent login id, vector names, station names, Invalid Number Dialed Display (Feature-Related System Parameters screen) and Restricted Number Dialed Display (Feature-Related System Parameters screen). The Unicode Name (also referred to as Native Name and Name 2) fields are hidden fields that are associated with the name fields you administer on the respective screens for each. These fields can only be administered using MultiSite Administrator (MSA).
· The Unicode VDN name is associated with the name administered in the Name field on the Vector Directory screen. You must use MSA.
· The Unicode Trunk Group name is associated with the name administered in the Group Name field on the Trunk Group screen. You must use MSA.
· The Unicode Hunt Group Name is associated with the name administered in the Group Name field on the Hunt Group screen. You must use MSA.
· The Unicode Station Name is associated with the name administered in the Name field on the Station screen. You must use MSA.
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Setting the Display Language
Script Tags and Abbreviations
The following table defines the script tags and spells out the script abbreviations.
Script Script Tag Number Bit (hex)
1
00000001
2
00000002
3
00000004
4
00000008
5
00000010
6
00000020
6
00000020
7
00000040
8
00000080
9
00000100
10
00000200
11
00000400
12
00000800
13
00001000
14
00002000
15
00004000
16
00008000
17
00010000
18
00020000
19
00040000
20
00080000
21
00100000
22
00200000
23
00400000
32
80000000
24
00800000
25
01000000
27
04000000
28
08000000
29
10000000
30
20000000
Start Code.. End Code 0000..007F 0080..00FF 0100..017F 0180..024F 0370..03FF 0400..04FF 0500..052F 0530..058F 0590..05FF 0600..06FF 0900..097F 0980..09FF 0A00..0A7F 0A80..0AFF 0B00..0B7F 0B80..0BFF 0C00..0C7F 0C80..0CFF 0D00..0D7F 0D80..0DFF 0E00..0E7F 0E80..0EFF 1000..109F 10A0..10FF 1100..11FF 1700..171F 1780..17FF
2E80..2EFF
Script or Block Name
Basic Latin Latin-1 Supplement Latin Extended-A Latin Extended-B Greek and Coptic Cyrillic Cyrillic Supplementary Armenian Hebrew Arabic Devanagari Bengali Gurmukhi Gujarati Oriya Tamil Telugu Kannada Malayalam Sinhala Thai Lao Myanmar Georgian Hangul Jamo Tagalog Khmer
CJKV Radicals Supplement
SAT Screen Name
Latn Lat1 LatA LatB Grek Cyrl Cyrl Armn Hebr Arab Deva Beng Guru Gujr Orya Taml Telu Knda Mlym Sinh Thai Laoo Mymr Geor Hang Tglg Khmr Jpan ChiS ChiT Korn Table continues...
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Managing Telephone Displays
Script Number
31
Script Tag
Bit (hex) 40000000
27
04000000
28
08000000
29
10000000
30
20000000
31
40000000
27
04000000
28
08000000
29
10000000
30
20000000
31
40000000
27
04000000
27
04000000
29
10000000
32
80000000
29
10000000
27
04000000
27
04000000
28
08000000
29
10000000
30
20000000
31
40000000
27
04000000
28
08000000
29
10000000
30
20000000
31
40000000
27
04000000
28
08000000
29
10000000
30
20000000
31
40000000
Start Code.. End Code
2F00..2FDF
3000..303F 3040..309F 30A0..30FF 3100..312F 3130..318F 31A0..31BF 31F0..31FF 3200..32FF
3300..33FF
3400..4DBF
Script or Block Name
SAT Screen Name
Viet
Jpan
ChiS
Kangxi Radicals
ChiT
Korn
Viet
Jpan
ChiS
CJKV Symbols and Punctuation ChiT
Korn
Viet
Hiragana
Jpan
Katakana
Jpan
Bopomofo
ChiT
Hangul Compatibility Jamo
Hang
Bopomofo Extended
ChiT
Katakana Phonetic Extensions
Jpan
Jpan
ChiS
Enclosed CJK Letters and Months ChiT
Korn
Viet
Jpan
ChiS
CJKV Compatibility
ChiT
Korn
Viet
Jpan
CJKV Unified Ideographs Extension
A
ChiS ChiT Korn
Viet
Table continues...
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Setting the Display Language
Script Script Tag Number Bit (hex)
27
04000000
28
08000000
29
10000000
30
20000000
31
40000000
32
80000000
27
04000000
28
08000000
29
10000000
30
20000000
31
40000000
00000100
27
04000000
28
08000000
29
10000000
30
20000000
31
40000000
00000100
26
02000000
Start Code.. End Code
4E00..9FFF
AC00..D7AF
F900..FAFF
FB50..FDFF
FE30..FE4F
FE70..FEFF FF00..FFEF
Script or Block Name
CJKV Unified Ideographs Hangul Syllables CJK Compatibility Ideographs Arabic Presentation Forms-A CJK Compatibility Forms Arabic Presentation Forms-B Halfwidth and Fullwidth Forms
SAT Screen Name
Jpan ChiS ChiT Korn Viet Hang Jpan ChiS ChiT Korn Viet Arab Jpan ChiS ChiT Korn Viet Arab Kana
Administering displays for QSIG trunks
About this task Proper transmission of QSIG name data for display requires certain settings in the Trunk Group screen, the Signaling Group screen, and the System-Parameters Country-Options screen. Procedure
1. Make the following changes to the Trunk Group screen. a. Set Group Type to ISDN b. Set Character Set for QSIG Names to iso8859-1 c. Set Outgoing Display to y d. Set Send Calling Number to y e. Set Send Name to y
2. On the Signaling Group screen, set Supplementary Service Protocol to b. 3. On the System-Parameters Country-Options screen, set Display Character Set to Roman.
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Managing Telephone Displays
Fixing Problems
Symptom Characters that display are not what you thought you entered. If you enter ~c, the system will display * instead.
If you enter ~-> or ~<-, the system does not display anything. Enhanced display characters appear in fields that you did not update.
Nothing displays on the terminal at all.
If you enter a character with a descender then the system displays it with part of it cut off.
Cause and Solution
This feature is case sensitive. Check the table to make sure that you entered the right case.
Lower-case "c" has a specific meaning in Avaya Communication Manager, and therefore cannot be mapped to any other character. The system displays an asterisk "*" in its place.
These characters do not exist as single keys on the standard US-English keyboard. Therefore the system is not programmed to handle them.
If an existing display field contains a tilde (~) followed by Roman characters, and you update and submit that screen after this feature is activated, that field will display the enhanced character set.
Some unsupported terminals do not display anything if a special character is presented. Check the model of display terminal that you are using.
Some of the unused characters in Group2a have descenders that do not appear entirely within the display area. These characters are not included in the character map. For these characters (g,j,p,q,y), use Group1 equivalents.
Related Topics
See the Telephone Displays and the Administrable Display Languages feature descriptions in the Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205 for more information.
To view the dial pad letter/number/symbol mapping tables used for the integrated directory, see Telephone Display in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Setting the Directory Buttons
About this task Your Communication Manager integrated directory contains the names and extensions that are assigned on each Station screen. Display-telephone users can use a telephone button to access
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Setting the Directory Buttons
the directory, use the touch-tone buttons to key in a name, and retrieve an extension from the directory.
Note: When you assign a name beginning with two tildes (~~) to a telephone, and Display Character Set on the System Parameters Country-Options screen is set to Roman, the name does not appear in the integrated directory. Note that this is the only way to hide a name in the integrated directory. The example below shows how to assign directory telephone buttons for extension 2000. Our button assignment plan is set up so that telephone buttons 6, 7, and 8 are used for the directory. Remember, the name you type in the Name field on the first page of the Station screen is the name that the system will display when the integrated directory is accessed on a telephone display, except when the name is "hidden", as described in the Note above. Procedure 1. Type change station 2000. 2. Press Enter. 3. Press Next Page to move to the BUTTON ASSIGNMENTS section on Station screen
(page 4). 4. In Button Assignment field 6, type directory. 5. In Button Assignment field 7, type next. 6. In Button Assignment field 8, type call-display. 7. Press Enter to save your changes.
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Chapter 10: Handling Incoming Calls
Basic Call Coverage
Basic incoming call coverage: · Provides for automatic redirection of calls to alternate destinations when the called party is unavailable or not accepting calls · Provides the order in which Communication Manager redirect calls to alternate telephones or terminals · Establishes up to 6 alternate termination points for an incoming call · Establishes redirection criteria that govern when a call redirects · Redirects calls to a local telephone number (extension) or an off-switch telephone number (public network)
Redirection Call coverage allows an incoming call to redirect from its original destination to an extension, hunt group, attendant group, uniform call distribution (UCD) group, direct department calling (DDC) group, automatic call distribution (ACD) split, coverage answer group, Audio Information Exchange (AUDIX), or vector for a station not accepting calls. You can force a call to follow a coverage path more quickly using the Send All Calls feature. Send All Calls can be enabled using a button or a feature access code. The Send All Calls button has an Ext sub-field. The Ext sub-field allows you to apply Send All Calls to a station other than the station on which the button is configured. For example, you can have a Send All Calls button that applies to station X, and you can use it to activate Send All Calls on behalf of X.
Administering system-wide call coverage characteristics
About this task This section shows you how to set up system-wide call coverage characteristics that govern how coverage is handled. The System Parameters Call Coverage or Call Forwarding screen sets up the global parameters which direct Communication Manager how to act in certain situations. Procedure
1. Leave all default settings as they are set for your system.
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Basic Call Coverage
2. If you require to customize your system, carefully read and understand each field description before you make any changes. For more information on redirecting calls, see Covering calls redirected to an off-site location. For information on setting the Caller Response Interval before a call goes to coverage, see "Caller Response Interval" in the Call Coverage section of Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Creating coverage paths
About this task This section explains how to administer various types of call coverage. In general, call coverage refers to what happens to incoming calls. You can administer paths to cover all incoming calls, or define paths for certain types of calls, such as calls to busy telephones. You can define where incoming calls go if they are unanswered and in what order they reroute to other locations. For example, you can define coverage to ring the called telephone, then move to a receptionist if the call is unanswered, and finally access a voice mailbox if the receptionist is unavailable. With call coverage, the system redirects a call to alternate answering extensions when no one answers at the first extension. An extension can have up to 6 alternate answering points. The system checks each extension in sequence until the call connects. This sequence of alternate extensions is called a coverage path. The system redirects calls based on certain criteria. For example, you can have a call redirect to coverage without ever ringing on the principal set, or after a certain number of rings, or when one or all call appearances (lines) are busy. You can set coverage differently for internal (inside) and external (outside) calls, and you can define coverage individually for different criteria. For example, you can decide that external calls to busy telephones can use the same coverage as internal calls to telephones with Do Not Disturb active.
Note: If a call with a coverage path is redirected to a coverage point that is unavailable, the call proceeds to the next coverage point regardless of the type of coverage administered in the point that was unavailable. For example, if the unavailable coverage point has a hunt group coverage path administered, the hunt group coverage path would not be used by a call coming into the hunt group through the higher-level coverage path. The hunt group coverage path would be used only for calls coming directly into the hunt group extension. Procedure 1. Type add coverage path next. 2. Press Enter.
The system displays the Coverage Path screen. The system displays the next undefined coverage path in the sequence of coverage paths. Our example shows coverage path number 2. 3. Type a coverage path number in the Next Path Number field.
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Handling Incoming Calls
The next path is optional. It is the coverage path to which calls are redirected if the current path's coverage criteria does not match the call status. If the next path's criteria matches the call status, it is used to redirect the call; no other path is searched. 4. Fill in the Coverage Criteria fields.
You can see that the default sets identical criteria for inside and outside calls. The system sets coverage to take place from a busy telephone, if there is no answer after a certain number of rings, or if the DND (do not disturb), SAC (send all calls), or Go to Cover button has been pressed or corresponding feature-access codes dialed. 5. Fill in the Point fields with the extensions, hunt group number, or coverage answer group number you want for coverage points.
Each coverage point can be an extension, hunt group, coverage answer group, remote number, or attendant. 6. Click Enter to save your changes.
Tip:
If you want to see which extensions or groups use a specific coverage path, type display coverage sender group n, where n is the coverage path number. For example, you should determine which extensions use a coverage path before you make any changes to it.
Assigning a coverage path to users
About this task Once you create a coverage path, assign it to a user. For example, we will assign the new coverage path to extension 2045.
Note: A coverage path can be used for more than one extension. Procedure 1. Type change station 2054. 2. Press Enter.
The system displays the Station screen for extension 2054. 3. Type 2 in the Coverage Path 1 field.
To give extension 2054 another coverage path, you can type a coverage path number in the Coverage Path 2 field. 4. Press Enter to save your changes.
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Advanced call coverage
Advanced call coverage
Advanced incoming call coverage: · redirects calls based on time-of-day. · allows coverage of calls that are redirected to sites not on the local server running Communication Manager. · allows users to change back and forth between two coverage choices (either specific lead coverage paths or time-of-day tables).
Covering calls redirected to an off-site location
Before you begin · On the System Parameters Customer-Options (Optional Features) screen, verify the Coverage of Calls Redirected Off-Net Enabled field is y. If not, go to the Avaya Support website at http://support.avaya.com. · You need call classifier ports for all situations except ISDN end-to-end signaling, in which case the ISDN protocol does the call classification. For all other cases, use one of the following: - Tone Clock with Call Classifier - Tone Detector circuit pack. See the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207 for more information on the circuit pack. - Call Classifier - Detector circuit pack.
About this task You can provide coverage for calls that have been redirected to an off-site location (for example, your home). You can use the capability, called Coverage of Calls Redirected Off-Net (CCRON) to redirect calls onto the public network and bring back unanswered calls for further coverage processing. Procedure
1. Type change system-parameters coverage-forwarding. 2. Press Enter. 3. Click Next Page until you see the Coverage of Calls Redirected Off-Net (CCRON) page
of the System-Parameters Coverage-Forwarding screen. 4. In the Coverage of Calls Redirected Off-Net Enabled field, type y.
This instructs Avaya Communication Manager to monitor the progress of an off-net coverage or off-net forwarded call and provide further coverage treatment for unanswered calls. 5. In the Activate Answer Detection (Preserves SBA) On Final CCRON Cvg Point field, leave the default as y.
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Handling Incoming Calls
6. In the Ignore Network Answer Supervision field, leave the default as n. 7. Click Enter to save your changes.
Defining coverage for calls redirected to external numbers
About this task You can administer the system to allow calls in coverage to redirect to off-net (external) or publicnetwork numbers. You can use Standard remote coverage to an external number to send a call to an external telephone, but does not monitor the call once it leaves your system. Therefore, if the call is busy or unanswered at the external number, the call cannot be pulled back to the system. With standard remote call coverage, make the external number the last coverage point in a path.
Note: Using remote coverage, you cannot cover calls to a remote voice mail. With newer systems, you might have the option to use the Coverage of Calls Redirected Off-Net feature. If this feature is active and you use an external number in a coverage path, the system can monitor the call to determine whether the external number is busy or does not answer. If necessary, the system can redirect a call to coverage points that follow the external number. With this feature, you can have a call follow a coverage path that starts at the user's extension, redirects to the user's home telephone, and if unanswered at home, returns to redirect to their voice mail box. The call will not return to the system if the external number is the last point in the coverage path. To use a remote telephone number as a coverage point, define the number in the Remote Call Coverage Table and then use the remote code in the coverage path. For example, to add an external number to coverage path 2: Procedure 1. Type change coverage remote. 2. Press Enter.
The system displays the Remote Call Coverage Table screen. 3. In one of the remote fields, type the number that you want to assign to the remote
coverage point. You can enter up to 16 digits, or leave the field blank. In this example, the number used is 93035381000. If you want to place a call outside of your network, add the digit that is used as Auto Alternate Routing (AAR) Access Code before the external number. In this example, dial 9 to place outside calls. 4. Note down the remote code number that you use for the external number. 5. Save the changes. 6. Type change coverage path n, where n is the coverage path number.
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Advanced call coverage
7. Press Enter. The system displays the Coverage Path screen.
Tip: Before making changes, you can use display coverage sender group n, to determine which extensions or groups use path n. 8. In the Coverage Point field, type the remote code number that you use for the external number. 9. Save the changes.
Note: If you do not have the Coverage of Calls Redirected Off-Net feature, the system cannot monitor the call once it leaves the network. The call ends at the remote coverage point. In this example, the coverage rings at extension 4101, then redirects to the external number. If you administer Coverage of Calls Redirected Off-Net and the external number is unanswered or is busy, the call redirects to the next coverage point. In this example, the next point is Point 3 (h77 or hunt group 77). For more information on coverage, see Call Coverage in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Defining time-of-day coverage
About this task The Time of Day Coverage Table on your system lets you redirect calls to coverage paths according to the time of day and day of the week when the call arrives. You need to define the coverage paths you want to use before you define the time of day coverage plan. For example, let us say you want to administer the system so that incoming calls to extension 2054 redirect to a coworker in the office from 8:00 a.m. to 5:30 p.m., and to a home office from 5:30 p.m. to 8:00 p.m. on weekdays. You want to redirect the calls to voice mail after 8:00 p.m. weekdays and on weekends. Procedure
1. Type add coverage time-of-day next. 2. Press Enter.
The system displays the Time of Day Coverage Table screen, and selects the next undefined table number in the sequence of time-of-day table numbers. If this is the first time-of-day coverage plan in your system, the table number is 1. Record the table number so that you can assign it to extensions later.
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Handling Incoming Calls
3. To define your coverage plan, enter the time of day and path number for each day of the week and period of time. Enter time in a 24-hour format from the earliest to the latest. For this example, assume that coverage path 1 goes to a coworker, path 2 to home, and path 3 to voice mail. Define your path for the full 24 hours (from 00:01 to 23:59) in a day. If you do not list a coverage path for a period of time, the system does not provide coverage for that time.
4. Click Enter to save your changes. 5. Now assign time-of-day coverage to a user. For example, we use extension 2054:
a. Type change station nnnn, where nnnn is the extension number. b. Press Enter.
The system displays the Station screen. c. Move your cursor to Coverage Path 1 and type t plus the number of the Time of Day
Coverage Table. d. Click Enter to save your changes. Now calls to extension 2054 redirect to coverage depending on the day and time that each call arrives.
Creating coverage answer groups
About this task You can create a coverage answer group so that up to 100 telephones simultaneously ring when calls cover to the group. Anyone in the answer group can answer the incoming call. Procedure
1. Enter add coverage answer-group next. 2. In the Group Name field, enter a name to identify the coverage group. 3. In the Ext field, type the extension of each group member. 4. Save the new group list.
The system automatically completes the Name field when you save the changes.
Call Forwarding
This section explains how to administer various types of automatic call forwarding. To provide call forwarding to your users, assign each extension a class of service (CoS) that allows call forwarding. Then assign call-forwarding buttons to the user telephones (or give them the feature access code (FAC) for call forwarding) so that they can easily forward calls.
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Call Forwarding
Use the Station screen to assign the COS and any call-forwarding buttons. Call Forwarding can be enabled using a button or a feature access code.
All Call Forward buttons have an Ext sub-field. The Ext sub-field allows you to apply Call Forward button to a station other than the station on which the Call Forward button is configured. For example, you can have a Call Forward button that applies to station X, and you can forward calls on behalf of X.
Within each class of service, you can determine whether the users in that COS have the following call forwarding features:
· Call Forwarding All Calls -- Users can use this to redirect all incoming calls to an extension, attendant, or external telephone number.
· Call Forwarding Busy/Don't Answer -- Users can use this to redirect calls only if their extensions are busy or they do not answer.
· Restrict Call Fwd-Off Net -- This prevents users from forwarding calls to numbers that are outside your system network.
As the administrator, you can administer system-wide call-forwarding parameters to control when calls are forwarded. Use the System Parameters Call Coverage/Call Forwarding screen to set the number of times an extension rings before the system redirects the call because the user did not answer (CFWD No Answer Interval). For example, if you want calls to ring 4 times at an extension and, if the call is unanswered, redirect to the forwarding number, set this parameter to 4.
You also can use the System Parameters Call Coverage/Call Forwarding screen to determine whether the forwarded-to telephone can override call forwarding to allow calls to the forwardedfrom telephone (Call Forward Override). For example, if an executive forwards incoming calls to an attendant and the attendant needs to call the executive, the call can be made only if the Call Forwarding Override field is set to y.
Determining extensions having call forwarding activated
Procedure
1. Type list call-forwarding.
2. Press Enter.
This command lists all the extensions that are forwarded along with each forwarding number.
Note:
If you have a V1, V2, or V3 system, you can see if a specific extension is forwarded only by typing status station nnnn, where nnnn is the specific extension.
For more information see "Call Forwarding" in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
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Handling Incoming Calls
Setting up call forwarding for users
About this task This section shows you how to give your users access to call forwarding. We will change a call forwarding access code from a local telephone with a Class of Service of 1: Procedure
1. Type change feature-access-codes. 2. Press Enter.
The system displays the Feature Access Code (FAC) screen. 3. In the Call Forwarding Activation Busy/DA field, type *70.
The *70 feature access code activates the call forwarding option so incoming calls forward when your telephone is busy or does not answer. 4. In the Call Forwarding Activation All field, type *71. The *71 feature access code forwards all calls. 5. In the Call Forwarding Deactivation field, type #72. The #72 feature access code deactivates the call forwarding option. 6. Press Enter to save your changes. 7. Type change cos. 8. Press Enter. The system displays the Class of Service screen. 9. On the Call Fwd-All Calls line, in the 1 column, type y. With this the user with this Class of Service can forward their calls. The 1 column is for telephones with a Class of Service of 1. 10. On the Console Permissions line, in the 1 column, type y. With this the user can define call forwarding on any station, not just the dialing station. 11. On the Restrict Call Fwd-Off Net line, in the 1 column, type y. This restricts your users from forwarding calls off-site. If you want your users to be able to call off-site, leave this field as n. 12. On the Call Forward Busy/DA line, in the 1 column, type y. This forwards a user's calls when the telephone is busy or doesn't answer after a programmed number of rings. 13. Press Enter to save your changes.
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Call Forwarding
Allowing users to specify a forwarding destination
About this task Now that you have set up system-wide call forwarding, have your users use this procedure if they want to change their call forwarding destination from their work (local) station. Procedure
1. They dial either their Call Forwarding Activation Busy/DA or Call Forwarding Activation All feature access code. If your users have buttons assigned, they press those buttons, listen for dial tone, and dial the digits. Note: Both Call Forwarding Activation Busy/DA or the Call Forwarding Activation All cannot be active for the same telephone at the same time. In this example, enter *71 for Call Forwarding Activation All.
2. They dial their "forwarding-to" off-site or on-site number. In this example, enter 2081. This is a local number; for off-site forwarding, include the AAR/ ARS feature access code.
3. When they hear the 3-beep confirmation tone, they disconnect.
Changing the forwarding destination remotely
About this task Now that you have set up all of the required system administration for call forwarding, have your users use this procedure if they want to change their call forwarding destination from a telecommuting (off-site) telephone. Procedure
1. They dial their telecommuting extension. In this example, enter 555-9126.
2. When they get dial tone, they dial either their Extended Call Forward Activate Busy/DA or the Extended Call Forward Activate All feature access code. In this example, enter *61 for the Extended Call Forward Activate All number.
3. When they get dial tone, they dial their extension number. Press the #. In this example, enter 1014, then #.
4. Even though there is no dial tone, they dial their security code. Press #. In this example, enter 4196, then #.
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Handling Incoming Calls
5. When they get dial tone, they dial their "forwarding-to" off-site or on-site number. In this example, enter 9-555-2081.
6. When they hear the 3-beep confirmation tone, they disconnect.
Allowing users to change coverage remotely
About this task This section shows you how to allow users to change their call coverage path from a local or telecommuting (off-site) telephone. Procedure
1. Type change feature-access-codes. 2. Press Enter.
The system displays the Feature Access Code (FAC) screen. 3. In the Change Coverage Access Code field, type *85.
Use the *85 feature access code to change a coverage path from a telephone or remote station. 4. Press Enter to save your changes. 5. Type change cor. 6. Press Enter. The system displays the Class of Restriction screen. 7. In the Can Change Coverage field, type y. This permits users to select one of two previously administered coverage paths. 8. Press Enter to save your changes. 9. Type change station 1014. 10. Press Enter. The system displays the Station screen for extension 1014. 11. In the Security Code field, type 4196. In this example, this is your security code. 12. In the Coverage Path 1 and Coverage Path 2 fields, verify that both are defined enabling your user to move from one coverage path to another. The t1 and t2 are the numbers of the Time of Day Coverage Tables. 13. Press Enter to save your changes.
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Enhanced Call Forwarding
Enhanced Call Forwarding
There are three types of Enhanced Call Forwarding: · Use Enhanced Call Forwarding Unconditional to forward all calls · Use Enhanced Call Forwarding Busy to forward calls when the user's line is busy · Use Enhanced Call Forwarding No Reply to forward calls when the user does not answer the call
The user can activate or deactivate any of these three types from their telephone, and can specify different destinations for calls that are from internal and external sources. Users receive visual display and audio feedback on whether or not Enhanced Call Forwarding is active. Display messages on the telephone guide the user through the process of activating and deactivating Enhanced Call Forwarding, and for viewing the status of their forwarding. Users can choose whether they want, at any one time, Call Forwarding or Enhanced Call Forwarding activated. The regular Call Forwarding feature (called "Classic Call Forwarding" to distinguish it from Enhanced Call Forwarding) continues to be available to users and has not changed. Each of the three types of Enhanced Call Forwarding can have different destinations based on whether a call is internal or external. Therefore, six different destinations are possible to set up:
· Enhanced Call Forwarding Unconditional - internal · Enhanced Call Forwarding Unconditional - external · Enhanced Call Forwarding Busy - internal · Enhanced Call Forwarding Busy - external · Enhanced Call Forwarding No Reply - internal · Enhanced Call Forwarding No Reply - external. Each of these types of call forwarding can be activated either by feature access codes or by feature button. When Enhanced Call Forwarding is deactivated, the destination number is kept. When the user activates Enhanced Call Forwarding again, the same destination number can be used without having to type it again. When Enhanced Call Forwarding is not activated for a call, the call will go to a coverage path, if one has been set up. Redirection Call coverage allows an incoming call to redirect from its original destination to an extension, hunt group, attendant group, uniform call distribution (UCD) group, direct department calling (DDC) group, automatic call distribution (ACD) split, coverage answer group, Audio Information Exchange (AUDIX), or vector for a station not accepting calls.
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Handling Incoming Calls
Activating Enhanced Call Forwarding Using a feature button
Procedure 1. Press the feature button labeled cfwd-enh The telephone goes off hook. 2. Press 1 to activate Enhanced Call Forwarding. 3. Press · 1 for Enhanced Call Forwarding Unconditional · 2 for Enhanced Call Forwarding Busy · 3 for Enhanced Call Forwarding No Reply 4. Press · 1 to forward internal calls · 2 to forward external calls · 3 to forward all calls 5. Dial the destination number to which calls will be forwarded. Dial # at the end of an external destination number, or wait for the timeout to expire. You hear a confirmation tone if the activation was successful.
Activating Enhanced Call Forwarding Using a feature access code
Procedure 1. Press the feature access code for activating Enhanced Call Forwarding. The telephone goes off hook. 2. Press · 1 for Enhanced Call Forwarding Unconditional · 2 for Enhanced Call Forwarding Busy · 3 for Enhanced Call Forwarding No Reply 3. Press · 1 to forward internal calls · 2 to forward external calls · 3 to forward all calls 4. Dial the destination number to which calls will be forwarded. Dial # at the end of an external destination number, or wait for the timeout to expire.
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Enhanced Call Forwarding
You hear a confirmation tone if the activation was successful.
Deactivating enhanced call forwarding using a feature button
Procedure 1. On the telephone, press the feature button labeled cfwd-enh. The telephone goes off hook. 2. Press 2 to deactivate Enhanced Call Forwarding. 3. On the telephone keypad, press the following numbers for different call forwarding scenarios: · 0 for all Enhanced Call Forwarding. · 1 for Enhanced Call Forwarding Unconditional. · 2 for Enhanced Call Forwarding Busy. · 3 for Enhanced Call Forwarding No Reply. 4. On the telephone keypad, press the following numbers for the type of calls to be forwarded: · 1 for internal calls. · 2 for external calls. · 3 for all calls. You hear a confirmation tone.
Deactivating enhanced call forwarding using a feature access code
Procedure 1. Press the feature access code for deactivating Enhanced Call Forwarding. The telephone goes off hook. 2. Press · 0 to deactivate all Enhanced Call Forwarding · 1 to deactivate Enhanced Call Forwarding Unconditional · 2 to deactivate Enhanced Call Forwarding Busy · 3 to deactivate Enhanced Call Forwarding No Reply
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Handling Incoming Calls
3. Press · 1 for internal calls · 2 for external calls · 3 for all calls You hear a confirmation tone if the deactivation was successful.
Reactivating enhanced call forwarding using a feature button
Procedure 1. On the telephone, press the feature button labeled cfwd-enh. The telephone goes off hook. 2. Press 1 to reactivate the Enhanced Call Forwarding feature. 3. Press one of the following numbers for the required call forwarding option. · 1 for Enhanced Call Forwarding Unconditional. · 2 for Enhanced Call Forwarding Busy. · 3 for Enhanced Call Forwarding No Reply. 4. Press one of the following numbers for the required call type. · 1 to forward internal calls. · 2 to forward external calls. · 3 to forward all calls. 5. Optionally, dial the destination number to which calls must be forwarded. If you do not enter a destination number, the previous destination number will be used. At the end of an external destination number, dial # at the end of an external destination number, or wait for the timer to expire. You hear a confirmation tone.
Reactivating enhanced call forwarding using a feature access code
Procedure 1. Press the feature access code for activating Enhanced Call Forwarding. The telephone goes off hook.
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Enhanced Call Forwarding
2. Press · 1 for Enhanced Call Forwarding Unconditional · 2 for Enhanced Call Forwarding Busy
3. Press · 1 to forward internal calls · 2 to forward external calls · 3 to forward all calls
4. Optionally, dial the destination number to which calls will be forwarded. If you do not enter a destination number, the previous destination number will be used. Dial # at the end of an external destination number, or wait for the timeout to expire. You hear a confirmation tone if the action was successful.
Displaying enhanced call forwarding using a feature button
Procedure 1. On the telephone, press the feature button labeled cfwd-enh. The telephone goes off hook. 2. Press 3 to display the enhanced call forwarding status. Your telephone displays the status of the Enhanced Call Forwarding options.
Displaying Enhanced Call Forwarding Status Using a Feature Access Code
Procedure 1. Press the feature access code for displaying Enhanced Call Forwarding status.. The telephone goes off hook. 2. Press 3 to display status. Your telephone will display the status of the different types of Enhanced Call Forwarding.
Activating enhanced call forwarding from an off-the-network telephone
Before you begin Set the Console Permissions field on the Class of Service screen to y.
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Procedure 1. Dial the remote access number, including barrier code or authentication code. 2. Dial the feature access code to activate the Enhanced Call Forwarding feature. 3. Press one of the following numbers for the required enhanced call forwarding options: · 1 for Enhanced Call Forwarding Unconditional. · 2 for Enhanced Call Forwarding Busy. · 3 for Enhanced Call Forwarding No Reply. 4. Press one of the following numbers for the required call type: · 1 to forward internal calls. · 2 to forward external calls. · 3 to forward all calls. 5. Dial the forwarding station extension. 6. Dial the destination number to which calls will be forwarded. Note: After dialing the external destination number, press the pound key (#) or wait for the timer to expire. The system generates the confirmation tone.
Deactivating enhanced call forwarding from an off-the-network telephone
Before you begin Set the Console Permissions field on the Class of Service screen to y. Procedure
1. Dial the remote access number, including barrier code or authentication code. 2. Press the feature access code for deactivating the enhanced call forwarding feature. 3. Press one of the following numbers for the required call forwarding options:
· 0 for all Enhanced Call Forwarding. · 1 for Enhanced Call Forwarding Unconditional. · 2 for Enhanced Call Forwarding Busy. · 3 for Enhanced Call Forwarding No Reply.
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Enhanced Call Forwarding
4. Press one of the following numbers for the required call type: · 1 for internal calls. · 2 for external calls. · 3 for all calls.
5. Dial the forwarding station extension. 6. Dial the destination number to which calls must be forwarded.
Note: After dialing the external destination number, dial the pound key (#) or wait for the timer to expire. The system generates the confirmation tone.
Activating enhanced call forwarding from a telephone with console permissions
Procedure 1. On the telephone, press the feature access code for activating the Enhanced Call Forwarding feature. The telephone goes off-hook. 2. Press one of the following numbers for the required call type: · 1 to forward internal calls. · 2 to forward external calls. · 3 to forward all calls. 3. Dial the forwarding station extension. 4. Dial the destination number to which calls will be forwarded. Note: At the end of an external destination number, dial hash (#) or wait for the timer to expire. You hear a confirmation tone.
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Deactivating enhanced call forwarding from a telephone with console permissions
Procedure 1. On the telephone, press the feature access code for deactivating the enhanced call forwarding feature. The telephone goes off hook. 2. Press one of the following numbers for the required enhanced call forwarding options: · 0 for all Enhanced Call Forwarding. · 1 for Enhanced Call Forwarding Unconditional. · 2 for Enhanced Call Forwarding Busy. You hear a confirmation tone.
Night Service
You can use night service to direct calls to an alternate location when the primary answering group is unavailable. For example, you can administer night service so that anyone in your marketing department can answer incoming calls when the attendant is at lunch or has left for the day. Once you administer night service to route calls, your end-users merely press a button on the console or a feature button on their telephones to toggle between normal coverage and night service. There are five types of night service:
· Night Console Night Service -- directs all attendant calls to a night or day/night console · Night Station Night Service -- directs all incoming trunk or attendant calls to a night service
destination · Trunk Answer from Any Station (TAAS) -- directs incoming attendant calls and signals a bell
or buzzer to alert other employees that they can answer the calls · Trunk Group Night Service -- directs incoming calls to individual trunk groups to a night
service destination · Hunt Group Night Service -- directs hunt group calls to a night service destination
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Night Service
Setting up night station service to voice mail
About this task The night station service (also known as Listed Directory Number (LDN) Night Service) sends calls directed to an LDN to voice mail when the system is in night service. What is described below is a common setup; however, you can use a regular extension in this field, but it will not follow coverage.
Note: You can use a dummy hunt group (one with no members) or an exported station with a coverage path. The instructions below use a hunt group. Procedure 1. Type add hunt-group next. 2. Press Enter.
The system displays the Hunt Group screen. The Group Number field fills automatically with the next hunt group number. 3. In the Group Name field, type the name of the group. In our example, type ldn nights. There should be no members in this hunt group. 4. Click Enter to save your changes.
Note: If you are using tenant partitioning, the command for the next step will be change tenant x. If you are using tenant partitioning, the Night Destination field does not appear on the Listed Directory Numbers screen. Instead, it is on the Tenant screen. 5. Type change listed-directory-numbers. 6. Press Enter. The system displays the Listed Directory Numbers screen. 7. In the Night Destination field, add the night destination on the listed directory telephone. In our example, type 51002. 8. Click Enter to save your changes. 9. Type change console-parameters. 10. Press Enter. The system displays the Console Parameters screen. 11. In the DID-LDN Only to LDN Night Ext field, type n. 12. Click Enter to save your changes.
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13. From a telephone with console permissions, dial the call forwarding feature access code, then the hunt group's extension, followed by the main number of AUDIX. In our example, dial 51002.
Note: You should receive the confirmation tone (3 beeps). This step is very important as calls to the LDN night service extension do not follow coverage. 14. In voice mail, build your auto attendant with the extension of the Listed Directory Number, not the hunt group. The originally dialed number was the LDN. That is what Communication Manager passes to the voice mail. In the case of the INTUITY and newer embedded AUDIX Voice Mail systems, you can use the Auto Attendant routing table to send the calls to a common Auto Attendant mailbox.
Setting up night console service
About this task Night Console Service directs all calls for primary and daytime attendant consoles to a night console. When you activate Night Console Service, the Night Service button for each attendant lights and all attendant-seeking calls (and calls waiting) in the queue are directed to the night console.
Note: Activating night console service also puts trunk groups into night service, except those for which a night service button has been administered. To activate and deactivate Night Console Service, press the Night Service button on the principal attendant console or designated console. Only the principal console can activate night service. In the absence of any console, a telephone can activate night service. We will put the attendant console (attendant 2) in a night service mode. Procedure 1. Type change attendant. 2. Press Enter.
The system displays the Attendant Console screen. 3. In the Console Type field, type principal.
There can be only one night-only or one day/night console in the system unless you administer Tenant Partitioning. Night Service is activated from the principal console or from the one station set per-system that has a nite-serv button. 4. Click Enter to save your changes.
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Night Service
Setting up night station service
About this task You can use night station service if you want to direct incoming trunks calls, DID-LDN (direct inward dialing-listed directory number) calls, or internal calls to the attendant (dialed `O' calls) to a night service destination. Let us say your attendant, who answers extension (LDN) 8100, usually goes home at 6:00 p.m. When customers call extension 8100 after hours, you would like them to hear an announcement that asks them to try their call again in the morning. To set up night station service, you need to record the announcement (in our example, it is recorded at announcement extension 1234).
Tip: All trunk groups that are routed through the attendant direct to this night service destination provided they already do not have a night service destination and, on the Console Parameters screen, the DID-LDN Only to DID-LDN Night Ext field is n. See Setting up trunk answer from any station. Procedure 1. Type change listed-directory-numbers. 2. Press Enter.
The system displays the Listed Directory Numbers screen. 3. Enter 1234 in the Night Destination field.
The destination can be an extension, a recorded announcement extension, a vector directory number, or a hunt group extension. 4. Click Enter to save your changes. 5. Type change console-parameters. 6. Press Enter. The system displays the Console Parameters screen. 7. In the DID-LDN Only to LDN Night Extension field, type n. 8. Click Enter to save your changes. After you set up night station service, have the attendant use the night console button to activate and deactivate night service.
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Setting up trunk answer from any station
About this task There might be situations where you want everyone to be able to answer calls when the attendant is away. Use trunk answer any station (TAAS) to configure the system so that it notifies everyone when calls are ringing. Then, you can give users the trunk answer any station feature access code so they can answer these calls. When the system is in night service mode, attendant calls redirect to an alerting device such as a bell or a buzzer. This lets other people in the office know when they should answer the telephone.
Note: If no one answers the call, the call will not redirect to night service. We will define a feature access code (we'll use 71) and configure the alerting device for trunk answer any station. You need a ringing device and 1 port on an analog line circuit pack. See the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207, for more information on the circuit pack. Procedure 1. Type change feature-access-codes. 2. Press Enter,
The system displays the Feature Access Code (FAC) screen. 3. Click Next until you see the Trunk Answer Any Station Access Code field. 4. In the Trunk Answer Any Station Access Code field, type 71. 5. Click Enter to save your changes.
Once you set the feature access code, determine where the external alerting device is connected to the Communication Manager server (we'll use port 01A0702). To set up external alerting: 6. Type change console-parameters. 7. Press Enter. The system displays the Console Parameters screen. 8. In the EXT Alert Port (TAAS) field, type 01A0702. Use the port address assigned to the external alerting device. 9. In the EXT Alert Port (TAAS) field, type 01A0702. 10. Click Enter to save your changes.
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Setting up external alerting
Procedure 1. Type change console-parameters. 2. Press Enter. The system displays the Console Parameters screen. 3. In the EXT Alert Port (TAAS) field, type 01A0702. Use the port address assigned to the external alerting device. 4. Click Enter to save your changes.
Night Service
Setting up external alerting night service
About this task Calls redirected to the attendant via Call Forwarding or Call Coverage will not go to the LDN Night Station. If there is no night station specified, and the TAAS bell is being used, these calls ring the TAAS bell. A call following the coverage path rings the TAAS bell for the number of times indicated in the Coverage Don't Answer Interval for Subsequent Redirection (Rings) field. If unanswered, the call proceeds to the next point in the station's coverage path. If the call was sent to the Attendant by Call Forwarding, it continues to ring the TAAS bell. When night service is enabled, and there is a night service destination on the Listed Directory Numbers screen, calls covering to the attendant attempt to ring the night destination instead of the attendant position even if the handset is plugged in. To send LDN calls to the attendant during the day and to a guard's desk at night: Procedure
1. Type change listed-directory-numbers. 2. Press Enter.
The system displays the Listed Directory Numbers screen. 3. In the Night Destination field, verify this field is blank. 4. Click Enter to save your changes. 5. Type change console-parameters. 6. Press Enter.
The system displays the Console Parameters screen. 7. In the EXT Alert Port (TAAS) field, type 01A0702.
This is the port address assigned to the external alerting device. 8. Click Enter to save your changes.
The system is in Night Service.
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Handling Incoming Calls
Any calls to extension 2000 now go to extension 3000 (the guard's desk). Any "0" seeking calls go to extension 3000 (the guard's desk).
Sending LDN calls to the attendant during the day and to the TAAS bell at night
Procedure 1. Type change console-parameters. 2. Press Enter. The system displays the Console Parameters screen. 3. In the DID-LDN Only to Night Ext?field, type y. Using this only listed directory number calls (LDN) go to the listed directory night service number extension. 4. In the Ext Alert Port (TAAS) field, type 01A070. This is the port address assigned to the external alerting device. 5. Click Enter to save your changes. Any DNIS extension 2000 calls now go to the TAAS bell. Any "0" seeking calls now go to the TAAS bell.
Setting up trunk group night service
About this task You can use trunk group night service if you want to direct individual trunk groups to night service. The system redirects calls from the trunk group to the group's night service destination. Trunk group night service overrides night station service. For example, we will say you activate trunk group night service, and then your attendant activates night station service. In this case, calls to the trunk group use the trunk night service destination, rather than the station night service destination. We will direct night calls for trunk group 2 to extension 1245. Procedure
1. Type change trunk-group. 2. Press Enter.
The system displays the Trunk Group screen. 3. Type 1245 in the Night Service field.
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Night Service
The destination can be a station extension, a recorded announcement extension, a vector directory number, a hunt group extension, a terminating extension group, or attd if you want to direct the call to the attendant. 4. Click Enter to save your changes.
Setting up night service for hunt groups
About this task You can administer hunt group night service if you want to direct hunt group calls to a night service destination. Let us say your helpline on hunt group 3 does not answer calls after 6:00 p.m. When customers call after hours, you would like them to hear an announcement that asks them to try their call again in the morning. To set up night service for your helpline, you need to record the announcement (in our example, the announcement is on extension 1234) and then modify the hunt group to send calls to this extension. Procedure
1. Type change hunt-group. 2. Press Enter.
The system displays the Hunt Group screen for hunt group 3. 3. In the Night Service Destination field, type 1234.
The destination can be an extension, a recorded announcement extension, a vector directory number, a hunt group extension, or attd if you want to direct calls to the attendant. Calls to hunt group 3 will follow the coverage path assigned to extension 1234. 4. Click Enter to save your changes. 5. Now you need to program a night service button. Related links Hunt Groups on page 252
Deactivating the Night Service feature
Before you begin Ensure that you have the console permissions, that is, the Console permission field on COS is set to y for the designated station.
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Handling Incoming Calls
Procedure
To deactivate the Night Service feature, disable the Night Service feature button on the principal attendant console or on the designated phone.
Call Pickup
Users might need to answer a call that is ringing at a nearby desk. With Communication Manager, a user can answer a call that is ringing at another telephone in three ways:
· Use Call Pickup. With Call Pickup, you create one or more pickup groups. A pickup group is a collection, or list, of individual telephone extensions. A pickup group is the way to connect individual extensions together. For example, if you want everyone in the payroll department to be able to answer calls to any other payroll extension, you can create a pickup group that contains all of the payroll extensions.
A user extension can belong to only one pickup group. Also, the maximum number of pickup groups might be limited by your system configuration.
Using their own telephones, all members in a pickup group can answer a call that is ringing at another group member telephone. If more than one telephone is ringing, the system selects the extension that has been ringing the longest. · Use Extended Call Pickup. With Extended Call Pickup, you can define one or more extended pickup groups. An extended pickup group is the way to connect individual pickup groups together.
There are two types of extended pickup groups: simple and flexible. You administer the type of extended pickup groups on a system-wide basis. You cannot have both simple and flexible extended pickup groups on your system at the same time.
Based on the type of extended pickup group that you administer, members in one pickup group can answer calls to another pickup group.
For more information, see Setting up simple extended pickup groups, Setting up flexible extended pickup groups, and Changing extended pickup groups. · Use Directed Call Pickup. With Directed Call Pickup, users specify what ringing telephone they want to answer. A pickup group is not required with Directed Call Pickup. You must first administer Directed Call Pickup before anyone can use this feature.
For more information, see Setting up Directed Call Pickup.
Throughout this procedure on pickup groups and extended pickup groups, we show examples to make Call Pickup easier to understand.
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Call Pickup
Call Pickup Alert
Members of a call pickup group know that another group member is receiving a call in two ways:
· Group members can hear the other telephone ring.
· The Call Pickup button status lamp on the telephones of all the group members flash.
Note:
You must activate Call Pickup Alerting in your system, and assign a Call Pickup button to the telephones of each pickup group member, before the Call Pickup button status lamps work properly.
For information on how to set up Call Pickup Alerting, see Enabling Call Pickup Alerting.
If the Call Pickup Alerting field on the Feature-Related System Parameters screen is set to n, members of the call pickup group must rely only on ringing to know when another group member receives a call. Pickup group members must be located close enough that they can hear the ringing of the other telephones.
To answer a call, a pickup group member can either press the Call Pickup button on the telephone, or dial the Call Pickup feature access code (FAC).
For more information, see Assigning a Call Pickup button to a user telephone, and Assigning a Call Pickup feature access code.
The Call Pickup Alerting feature is enhanced to support the SIP telephones. You need to upgrade the SIP telephone firmware 2.6 to take advantage of call pickup alerting on SIP telephones. You can activate an audible and a visual alert at a SIP telephone by administering the Call Pickup Ring Type and Call Pickup Indication fields available under the Screen and Sound Options menu on the SIP telephones.
For more information on how to administer the audible and visual alerting, see the user guide for your SIP telephone.
The Call Pickup Alerting field on the Feature-Related System Parameters screen determines how the Call Pickup button status lamps operate.
· If the Call Pickup Alerting field is set to n, the Call Pickup Button status lamps on all pickup group member telephones do not flash when a call comes in. When a pickup group member hears the telephone of another group member ring and presses the Call Pickup button to answer the call, the:
- Call Pickup button status lamp of the answering group member becomes steadily lit for the duration of the call.
- Telephone of the called group member stops ringing.
· If the Call Pickup Alerting field is set to y, the Call Pickup Button status lamps on all pickup group member telephones flash when a call comes in. When a pickup group member sees
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Handling Incoming Calls
the Call Pickup button status lamp flash and presses the Call Pickup button to answer the call, the:
- Call Pickup button status lamp of the answering group member goes out. - Call Pickup button status lamp of the called group member goes out. - Call Pickup button status lamps of the other pickup group members go out. - Telephone of the called group member stops ringing.
If another call comes into the pickup group,
· The call will alert to the answering group member. However, the answering group member cannot answer the call using the call pickup button unless the member puts the original call on hold. Once the group member is off the original call, that member is alerted for subsequent group calls and can answer the call using the call pickup button.
· The call alerts to all other group members and can be answered by any of these other group members.
In all scenarios, the call appearance button on the telephone of the called group member:
· Stays steadily lit if the Temporary Bridged Appearance on Call Pickup? field on the Feature-Related System Parameters screen is set to y. The called group member can join the call in progress by pressing the lit call appearance button. The person who picked up the call can either stay on the call or disconnect the call.
· Goes out if the Temporary Bridged Appearance on Call Pickup? field on the FeatureRelated System Parameters screen is set to n. The called group member cannot join the call in progress.
The system uses an algorithm to select what call is answered when multiple calls ring or alert in a call pickup group at the same time. The system searches the extensions of the call pickup group until the system finds an extension with a call that is eligible to be answered with Call Pickup. The system selects this call to be answered. The next time that a group member answers a call with Call Pickup, the system bypasses the extension that was answered most recently, and starts the search at the next extension.
For example, if a group member attempts to use Call Pickup when two calls are ringing at extension A and one call is ringing at extension B, the system selects the calls in the following order:
· One of the calls to extension A · The call to extension B · The remaining call to extension A
The system also determines which call that a group member answers when multiple calls ring or alert at the same telephone. The system selects the call with the lowest call appearance, which is usually the call appearance that is nearest to the top of the telephone.
For example, when calls ring or alert at the second and the third call appearances, the system selects the call on the second call appearance for the user to answer.
With Communication Manager Release 6.3.6, call pickup alerting has changed. If the calling station and the called station belong to the same pickup group, both the stations will not get the
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Call Pickup
pickup notification. However, other members of the pickup group will receive the notification. This behavior is applicable to all types of stations, such as DCP, H.323, and SIP. For example, Station A, Station B, and Station C are in a pickup group. If Station A is used to call to Station B, Station C will get the pickup notification. But, Station A and Station B will not get the pickup notification.
Setting up Call Pickup
About this task The first step in setting up any call pickup system is to create pickup groups and assign users to the groups. You can create one or many pickup groups, depending on your needs. A user extension can belong to only one pickup group. In this exercise, you will:
· Add a pickup group and assign users to the pickup group. · Enable Call Pickup alerting. · Assign a Call Pickup button to each extension in the pickup group. · Assign a feature access code (FAC).
Adding Pickup Groups
Procedure 1. Type add pickup-group next. 2. Press Enter. The system displays the Pickup Group screen. The system also assigns the next available Group Number for the new pickup group.
Note: The Extended Group Number field is not shown in this example because the system is set for none or simple extended pickup groups. For more information, see Setting up simple extended pickup groups. If the Extended Group Number field is visible on this screen, then your system is set up for flexible extended pickup groups. For more information, see Setting up flexible extended pickup groups. 3. Type a name for this pickup group in the Group Name field. 4. Type the extension of each group member. Up to 50 extensions can belong to one pickup group. 5. Click Enter to save your changes. The system automatically completes the Name field when you click Enter.
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Example This procedure shows how to set up a new pickup group 11 for Accounting. For the rest of these procedures, let us say that you also set up these pickup groups:
· 12 for Billing · 13 for Credit Services · 14 for Delinquency Payments · 15 for Executives · 16 for Finance Related links Simple extended pickup groups on page 242 Flexible Extended Pickup Groups on page 245
Enabling Call Pickup Alerting
About this task With Call Pickup Alerting, members of pickup groups know visually when the telephone of another member is ringing. Use Call Pickup Alerting if the telephones of other pickup group members are too far away to be heard. You must enable Call Pickup Alerting in your system. Procedure
1. Enter change system-parameters features. 2. Click Next until you see the Call Pickup Alerting field. 3. Set the Call Pickup Alerting field to y. 4. Select Enter to save your changes. Related links Call Pickup Alert on page 235
Assigning a Call Pickup button to a user telephone
About this task After you define one or more pickup groups, assign a Call Pickup button for each extension in each pickup group. Users in a pickup group can press the assigned Call Pickup button to answer calls to any other extension in their pickup group. Procedure
1. Type change station n, where n is an extension in the pickup group. 2. Press Enter.
The system displays the Station screen. 3. Click Next until you see the BUTTON ASSIGNMENTS area. 4. Type call-pkup after the button number.
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Call Pickup
5. Press Enter to save your changes. Repeat this procedure for each member of each pickup group.
Assigning a Call Pickup feature access code
About this task After you define one or more pickup groups, assign and give each member the Call Pickup feature access code (FAC). Instead of using the Call Pickup button, users in a pickup group can dial the assigned FAC to answer calls to any other extension in their pickup group. Procedure
1. Enter change feature-access-codes. 2. In the Call Pickup Access Code field, type the required FAC.
Make sure that the FAC complies with your dial plan. 3. Select Enter to save your changes.
Removing a user from a call pickup group
Procedure 1. Enter change pickup-group n, where n is the number of the pickup group. 2. Move to the extension that you want to remove. 3. Click Clear or Delete, depending on your system. 4. Select Enter to save your changes.
Deleting pickup groups
About this task Before deleting a pickup group, you must verify if the pickup group is a member of any simple or flexible extended pickup group. If so, you must first delete the pickup group from all extended pickup groups. Follow these three steps to delete a pickup group:
· Get a list of all extended pickup groups. · Verify and delete the pickup group from all extended pickup groups. · Delete the pickup group.
Getting a list of extended pickup groups
Procedure 1. Enter list extended-pickup-group. 2. Print this screen or write down the existing Group Numbers so that you can check each extended pickup group. 3. Click Cancel.
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Handling Incoming Calls
Removing a pickup group from an extended pickup group
About this task You must remove the pickup group from all extended pickup groups.
· If your system is set up for simple extended pickup groups, the pickup group can be a member of only one extended pickup group.
· If your system is set up for flexible extended pickup groups, the pickup group can be a member of many extended pickup groups.
· If your system is set up for no extended pickup groups (none) or has no extended pickup groups assigned, you can skip this section and see Deleting a pickup group.
Procedure 1. Type change extended-pickup-group n, where nis the extended pickup group that you want to check. 2. Press Enter. The system displays the Extended Pickup Group screen. 3. Perform one of the following actions: · If the pickup group that you want to delete is not a member of this extended pickup group, Click Cancel. · If the pickup group that you want to delete is a member of this extended pickup group: - Select the pickup group. - Click Clear or Delete, depending on your system. - Click Enter to save your changes. 4. Repeat this procedure for each extended pickup group.
Deleting pickup groups
About this task Before deleting a pickup group, you must verify if the pickup group is a member of any simple or flexible extended pickup group. If so, you must first delete the pickup group from all extended pickup groups. Follow these three steps to delete a pickup group:
· Get a list of all extended pickup groups. · Verify and delete the pickup group from all extended pickup groups. · Delete the pickup group.
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Call Pickup
Getting a list of extended pickup groups
Procedure 1. Enter list extended-pickup-group. 2. Print this screen or write down the existing Group Numbers so that you can check each extended pickup group. 3. Click Cancel.
Removing a pickup group from an extended pickup group
About this task You must remove the pickup group from all extended pickup groups.
· If your system is set up for simple extended pickup groups, the pickup group can be a member of only one extended pickup group.
· If your system is set up for flexible extended pickup groups, the pickup group can be a member of many extended pickup groups.
· If your system is set up for no extended pickup groups (none) or has no extended pickup groups assigned, you can skip this section and see Deleting a pickup group.
Procedure 1. Type change extended-pickup-group n, where nis the extended pickup group that you want to check. 2. Press Enter. The system displays the Extended Pickup Group screen. 3. Perform one of the following actions: · If the pickup group that you want to delete is not a member of this extended pickup group, Click Cancel. · If the pickup group that you want to delete is a member of this extended pickup group: - Select the pickup group. - Click Clear or Delete, depending on your system. - Click Enter to save your changes. 4. Repeat this procedure for each extended pickup group.
Deleting a pickup group
Procedure 1. Type remove pickup-group n, where n is the number of the pickup group that you want to delete. 2. Press Enter. The system displays the Pickup Group screen.
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Handling Incoming Calls
3. Click Enter. The system deletes the pickup group.
Related links Simple extended pickup groups on page 242 Flexible Extended Pickup Groups on page 245
Changing a Call Pickup button on a user telephone
Procedure 1. Type change station n, where n is the extension that you want to change. 2. Press Enter. The system displays the Station screen. 3. Click Nextuntil you see the BUTTON ASSIGNMENTS area. 4. Move to the existing call-pkup button. 5. Click Clearor Delete, depending on your system. 6. Move to the button number that you want to use for call pickup. 7. Type call-pkup after the button number. 8. Click Enter to save your changes.
Removing a Call Pickup button from a user telephone
Procedure 1. Enter change station n, where n is the extension that you want to change. 2. Click Next until you see the BUTTON ASSIGNMENTS area. 3. Move to the existing call-pkup button. 4. Click Clear or Delete, depending on your system. 5. Select Enter to save your changes.
Simple extended pickup groups
What if you want to have members in one pickup group be able to answer calls for another pickup group? In our example, what if you want members in the Credit Services pickup group 13 to answer calls in the Delinquency Payments pickup group 14? You can do that by setting up extended pickup groups. If you want members of pickup group 13 to answer calls for pickup group 14, and if you want members of pickup group 14 to answer calls for pickup group 13, set your system for simple extended pickup groups.
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Members of two or more individual pickup groups can answer each others calls using simple extended pickup groups. In a simple extended pickup group, an individual pickup group can be assigned to only one extended pickup group. All members of one pickup group can answer the calls to the other pickup groups within the simple extended pickup group.
Caution: Before you administer what type of extended pickup group to use (none, simple, or flexible), be sure that your pickup group objectives are well thought out and defined. In this exercise, you will: · Set up the system for simple extended pickup groups. · Assign a FAC so that users can answer calls. · Add pickup groups, if needed · Assign two pickup groups to an extended pickup group. Related links Adding Pickup Groups on page 237 Deleting a pickup group on page 241
Creating simple extended pickup groups
Procedure 1. Enter change system-parameters features. 2. Click Next until you see the Extended Group Call Pickup field. 3. In the Extended Group Call Pickup field, type simple. 4. Select Enter to save your changes.
Creating an extended pickup group feature access code
About this task Users in an extended pickup group must dial an assigned FAC, followed by a 1-digit or 2-digit Pickup Numbers, to answer calls to an extension in another pickup group. Pickup groups must be in the same extended pickup group. Users cannot use a call pickup button with Extended Call Pickup. Procedure
1. Type change feature-access-codes. 2. Press Enter.
The system displays the Feature Access Code (FAC) screen. 3. Click Next until you see the Extended Group Call Pickup Access Code field.
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4. Perform one of the following actions:
· If the Extended Group Call Pickup Access Code field contains a FAC, click Cancel. · If the Extended Group Call Pickup Access Code field does not contain a FAC:
- Type the required FAC.
Make sure that the FAC complies with your dial plan. - Click Enter to save your changes. 5. Communicate the FAC, the list of pickup numbers, and the pickup group to which each pickup number is associated, to each pickup group member who is part of the extended pickup group.
Assigning pickup groups to a simple extended pickup group
Procedure 1. Type change extended-pickup-group n, where n is a number of the extended pickup group. In this example, type change extended-pickup-group 4. 2. Press Enter.
The system displays the Extended Pickup Group screen for extended pickup group 4 3. In the Pickup Group Number column, type the numbers of the pickup groups that you want
to link together. In this example, add pickup group 13 (Credit Services) and pickup group 14 (Delinquency Payments). 4. Press Enter to save your changes. Example Pickup groups 13 and 14 are now linked together in extended pickup group 4. In addition to answering calls to their own pickup group: · All members of pickup group 13 can answer calls to pickup group 14. · All members of pickup group 14 can answer calls to pickup group 13.
Pickup Numbers
The Pickup Number column that is associated with the Pickup Group Number is the unique number that users must dial after dialing the Extended Group Call Pickup Access Code FAC to answer a call in that pickup group.
For example, let us say that the Extended Group Call Pickup Access Code FAC is *39. In the above example:
· A user in pickup group 13 must dial *391 to answer a call to pickup group 14, because pickup group 14 is assigned to Pickup Number 1.
· A user in pickup group 14 must dial *390 to answer a call to pickup group 13, because pickup group 13 is assigned to Pickup Number 0.
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Call Pickup
Note:
To minimize the number of digits that a user has to dial, first assign pickup groups to Pickup Numbers 0 to 9.
· By assigning Pickup Numbers 0 to 9, all users only needs to dial a single digit (0 to 9) after the FAC to answer the call.
· If you assign a number greater than 9 (10 to 24) to any pickup group, all users must dial two digits (00 to 24) after the FAC to answer the call.
Flexible Extended Pickup Groups
If you want members of a pickup group to answer calls for another pickup group, but you do not want the other pickup group to answer your calls, set your system for flexible extended pickup groups.
Members of one or more individual pickup groups can answer calls of another pickup group using flexible extended pickup groups. However, the reverse scenario is not always true. With flexible extended pickup groups, you can prevent members of one or more pickup groups from answering the calls to another pickup group.
Flexible extended pickup groups allows more control over what pickup groups can answer calls for other pickup groups. Unlike simple extended pickup groups, an individual pickup group can be in multiple flexible extended pickup groups.
The system displays the Extended Group Number field on the Pickup Group screen only when you set the Extended Group Call Pickup field on the Feature-Related System Parameters screen to flexible. When you populate the Extended Group Number field on the Pickup Group screen, you are associating, or "pointing," that pickup group to an extended pickup group. By pointing to an extended pickup group, members of the pickup group can answer calls made to any member of that extended pickup group.
A specific pickup group does not have to be a member of the extended pickup group that the pickup group points to. To help clarify flexible extended pickup groups, see the Example in this section.
Caution:
Before you administer what type of extended pickup group to use (none, simple, or flexible), be sure that your pickup group objectives are well thought out and defined.
In this exercise, you will:
· Set up the system for flexible extended pickup groups.
· Assign a FAC so that users can answer calls.
· Add or change pickup groups, and "point" a pickup group to an extended pickup group.
Related links Adding Pickup Groups on page 237
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Handling Incoming Calls
Deleting a pickup group on page 241
Creating flexible extended pickup groups
Procedure
1. Type change system-parameters features.
2. Press Enter.
The system displays the Feature-Related System Parameters screen.
3. Click Next until you see the Extended Group Call Pickup field
4. In the Extended Group Call Pickup field, type flexible.
5. Click Enter to save your changes.
Your system is now set up for flexible extended pickup groups.
To create an extended pickup group FAC, see Creating an extended pickup group feature access code.
Associating individual pickup groups with an extended pickup group Procedure
1. Type change pickup-group n, where n is a pickup group number.
In this example, let us change pickup group 15 (Executives). Type change pickup-group 15.
2. Press Enter.
The system displays the Pickup Group screen. Notice that the system displays the Extended Group Number field on the Pickup Group screen. The system will display this field because you set the Extended Group Call Pickup field on the Feature-Related System Parameters screen to flexible.
Important:
If you change your system from simple to flexible extended pickup groups (see Changing extended pickup groups), the system automatically populates the Extended Group Number field on the Pickup Group screen for each pickup group member. For example, pickup groups 13 and 14 are members of extended pickup group 4. If you change the system from simple to flexible extended pickup groups, the system automatically populates the Extended Group Number field to 4 on the Pickup Group screen for these two pickup groups.
You are not required to keep the number that the system automatically populates in the Extended Group Number field. You can change the number in the Extended Group Number field to another pickup group number. You can also make the field blank.
3. If you want to associate, or "point" the pickup group to an extended pickup group, type the number of the extended pickup group for which this pickup group can answer calls in the Extended Group Number field. In this example, manually associate pickup group 15
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Call Pickup
(Executives) to extended pickup group 4. For this example, let us say that you followed the same procedure for pickup group 16 (Finance).
Note: You do not have to populate the Extended Group Number field. You can leave the Extended Group Number field blank. You can just as easily point the pickup group to a different extended pickup group. For example, you can point pickup group 13 (Credit Services) to extended pickup group 2, even though pickup group 13 is not a member of extended pickup group 2. 4. Click Enter to save your changes. Assigning pickup groups to a flexible extended pickup group Procedure 1. Type change extended-pickup-group n, where n is the number of the extended pickup group. In this example, type change extended-pickup-group. 2. Press Enter. The system displays the Extended Pickup Group screen for extended pickup group 4 3. Add pickup group 16 (Finance) to this extended pickup group. 4. Click Enter to save your changes. Example Here is how flexible extended pickup groups work. Notice that pickup groups 13, 14, and 16 are now members of extended pickup group 4. On the Pickup Group screen for pickup groups 13, 14, and 16, you also pointed each pickup group to extended pickup group 4. Pickup group 15 (Executives) is not a member of extended pickup group 4. However, on the Pickup Group screen for group 15 (Figure 96: Pickup Group screen on page 266), you pointed pickup group 15 to extended pickup group 4. In addition to answering calls to their own pickup group: Notice that pickup groups 13, 14, and 16 are now members of extended pickup group 4. On the Pickup Group screen for pickup groups 13, 14, and 16, you also pointed each pickup group to extended pickup group 4. Pickup group 15 (Executives) is not a member of extended pickup group 4. However, on the Pickup Group screen for group 15 (Figure 96), you pointed pickup group 15 to extended pickup group 4. In addition to answering calls to their own pickup group: · Any member of pickup group 13 can answer calls to pickup groups 14 and 16. · Any member of pickup group 14 can answer calls to pickup groups 13 and 16. · Any member of pickup group 16 can answer calls to pickup groups 13 and 14.
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Handling Incoming Calls
· Any member of pickup group 15 can answer calls to pickup groups 13, 14, and 16 because pickup group 15 points to extended pickup group 4.
· Any member of pickup groups 13, 14 and 16 cannot answer calls to pickup group 15 because pickup group 15 is not a member of extended pickup group 4.
Changing extended pickup groups
About this task You define extended pickup groups on a system-wide basis. The system cannot support both simple and flexible extended pickup groups at the same time. You can, however, change your extended pickup groups from one type to another. Related links Call Pickup on page 234 Simple extended pickup groups on page 242 Flexible Extended Pickup Groups on page 245 Directed Call Pickup on page 248
Changing from simple to flexible
About this task If you want to change all extended pickup groups from simple to flexible, you can easily make the change. See Creating flexible extended pickup groups. The system automatically populates the Extended Group Number field on the Pickup Group screen for all pickup groups that are part of an extended pickup group.
Changing from flexible to simple
About this task The process is more complex to change all extended pickup groups from flexible to simple. Before you can change the extended pickup group from flexible to simple, you must first delete all of the individual pickup groups from all of the extended pickup groups. Then you can change the extended pickup group from flexible to simple (see Creating simple extended pickup groups). After that step, you must re-administer all of the extended pickup groups again.
Directed Call Pickup
If you do not want to set up pickup groups and extended pickup groups, but still want selected people to answer other telephones, use Directed Call Pickup. Before a person can use this feature, you must enable Directed Call Pickup on your system.
· Telephones that can be answered by another extension using Directed Call Pickup must have a Class of Restriction (COR) that allows this feature.
· Telephones that can answer another extension using Directed Call Pickup must have a COR that allows this feature.
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Call Pickup
In this exercise, you will: · Determine if Directed Call Pickup is enabled on your system. · Create one or more Classes of Restriction (COR) that allow Directed Call Pickup. · Assign the COR to individual extensions. · Assign a Directed Call Pickup button to each extension that is assigned the COR. · Assign a feature access code (FAC).
Ensuring Directed Call Pickup availability
About this task Before you can assign Directed Call Pickup to a user, you must ensure that Directed Call Pickup is available on your system. Procedure
1. Type change system-parameters features. 2. Press Enter.
The system displays the Feature-Related System Parameters screen. 3. Click Next until you see the Directed Call Pickup? field 4. Perform one of the following actions:
a. If the Directed Call Pickup? field is set to y, your system is set up for Directed Call Pickup. Click Cancel.
b. If the Directed Call Pickup? field is set to n: · Type y in the field. · Click Enter to save your changes.
Creating Classes of Restriction for Directed Call Pickup
About this task You must create one or more Classes of Restriction (COR) for Directed Call Pickup. All users to whom you assign a COR can then use Directed Call Pickup. There are three ways to set up a COR for Directed Call Pickup. You can create a COR where users can:
· Only have their extensions answered by Directed Call Pickup. Users with this COR cannot pick up other extensions.
· Only pick up other extensions using Directed Call Pickup. Users with this COR cannot have their extensions answered by other users.
· Both have their extensions answered by Directed Call Pickup and pick up other extensions. Procedure
1. Enter change COR n, where n is the COR that you want to change.
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Handling Incoming Calls
2. Perform one of the following actions: a. To create one or more CORs where the extensions can only be picked up by the Directed Call Pickup feature, but unable to pick up other extensions: · Type y in the Can Be Picked Up By Directed Call Pickup field. · Leave the Can Use Directed Call Pickup field set to n. Any extension to which you assign this COR can only be picked up by the Directed Call Pickup feature. b. To create one or more CORs where the extensions can only use the Directed Call Pickup feature to pick up other extensions, but not be picked up by other extensions: · Leave the Can Be Picked Up By Directed Call Pickup field set to n. · Type y in the Can Use Directed Call Pickup field. Any extension to which you assign this COR can only use the Directed Call Pickup feature to pick up other extensions. c. To create one or more CORs where the extensions can use the Directed Call Pickup feature both to pick up other extensions and be picked up by other extensions: · Type y in the Can Be Picked Up By Directed Call Pickup field. · Type y in the Can Use Directed Call Pickup field. Any extension to which you assign this COR can use the Directed Call Pickup feature both to pick up other extensions and be picked up by other extensions.
3. Select Enter to save your changes.
Assigning a Class of Restriction to a user
About this task You must assign a COR to user extensions before anyone can use Directed Call Pickup. Procedure
1. Enter change station n, where n is the extension that you want to change. 2. In the COR field, type the appropriate COR that allows Directed Call Pickup capabilities. 3. Select Enter to save your changes.
Assigning a Directed Call Pickup button
About this task Assign a Directed Call Pickup button to all extensions that share a COR where the Can Use Directed Call Pickup field is set to y. Procedure
1. Enter change station n, where n is an extension to which you have assigned the Directed Call Pickup COR.
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Call Pickup
2. Click Next until you see the BUTTON ASSIGNMENTS area. 3. Move to the button number that you want to use for Directed Call Pickup. You can use any
of the available buttons. 4. Type dir-pkup after the button number. 5. Select Enter to save your changes.
Repeat this procedure for each member of the COR who can pick up other extensions using Directed Call Pickup.
Assigning a Directed Call Pickup feature access code
About this task Also assign a Directed Call Pickup feature access code (FAC). Give the FAC to each user whose extension shares a COR where the Can Use Directed Call Pickup field is set to y. Instead of using the Directed Call Pickup button, users can dial the assigned FAC to answer calls using Directed Call Pickup. Procedure
1. Enter change feature-access-codes. 2. Click Next until you see the Directed Call Pickup Access Code field. 3. Perform one of the following actions:
a. If the Directed Call Pickup Access Code field already contains a code, click Cancel. b. If the Directed Call Pickup Access Code field does not contain a code:
· Type a code in the field. Make sure that the code you type conforms to your dial plan.
· Select Enter to save your change. Communicate the FAC with each member of the COR that can pick up other extensions using Directed Call Pickup.
Removing Directed Call Pickup from a user
Procedure 1. Enter change station n, where n is the extension of the user. 2. In the COR field, type a different COR that does not have Directed Call Pickup permissions. 3. Click Next until you see the BUTTON ASSIGNMENTS section. 4. Move to the button number that contains dir-pkup. 5. Click Clear or Delete, depending on your system.
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Handling Incoming Calls
6. Select Enter to save your changes.
Hunt Groups
A hunt group is a group of extensions that receive calls according to the call distribution method you choose. When a call is made to a certain telephone number, the system connects the call to an extension in the group. Use hunt groups when you want more than one person to be able to answer calls to the same number. For example, set up a hunt group for:
· a benefits department within your company · a travel reservations service
Setting up hunt groups
About this task Let us set up a hunt group for an internal helpline. Before making changes to Communication Manager, we will decide:
· the telephone number for the hunt group · the number of people answering calls · the way calls are answered Our dial plan accepts 4-digit internal numbers that begin with 1. The number 1200 is not in use. So, we'll set up a helpline hunt group so anyone within the company can call extension 1200 for help with a telephone. We will assign 3 people (agents) and their extensions to our helpline. We want calls to go to the first available person. Procedure 1. Type add hunt-group next. 2. Press Enter.
The system displays the Hunt Group screen. The Group Number field is automatically filled in with the next hunt group number. 3. In the Group Name field, type the name of the group. In our example, type internal helpline. 4. In the Group Extension field, type the telephone number. We'll type 1200. 5. In the Group Type field, type the code for the call distribution method you choose.
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Hunt Groups
We'll type ucd-loa so a call goes to the agent with the lowest percentage of work time since login.
Note: The COS for all hunt groups defaults to 1. Therefore, any changes to COS 1 on the Class of Service screen changes the COS for all your hunt groups. A COS field does not appear on the Hunt Group screen. 6. Click Next Page to find the Group Member Assignments screen. 7. In the Ext field, type the extensions of the agents you want in the hunt group. We'll type 1011, 1012, and 1013.
Tip: For a ddc group type (also known as "hot seat" selection), the call is sent to the extension listed in the first Ext field. The system uses this screen to determine the hunting sequence. 8. Click Enter to save your changes. The Name fields are display-only and do not appear until the next time you access this hunt group.
Dynamic hunt group queue slot allocation
The dynamic hunt group queue slot allocation feature eliminates the need to preallocate queue slots for hunt groups. The system dynamically allocates the queue slots from a common pool on an as-needed basis. All possible calls can be queued. There is no additional administration needed. This feature expands the capacities of your system by eliminating the potential of missed calls due to a full queue When the Queue? field on the Hunt Group screen is set to y, this feature applies to all uses of hunt groups:
· Automatic Call Distribution (ACD) non-vector/vector splits and skills · Non-ACD hunt group · Voice mail
Changing a hunt group
Procedure 1. Enter change hunt-group n, where n is the number of the hunt group. 2. Change the necessary fields. 3. Select Enter to save your changes.
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Handling Incoming Calls
Setting up a queue
About this task You can tell your server running Communication Manager how to handle a hunt-group call when it cannot be answered right away. The call waits in "queue." We will tell Communication Manager that as many as 10 calls can wait in the queue, but that you want to be notified if a call waits for more than 30 seconds. You also want Communication Manager to send a warning when 5 or more calls are waiting in the queue. This warning flashes queue-status buttons on telephones that have a status button for this hunt group. When the buttons flash, everyone answering these calls can see that the help-line calls need more attention. Procedure
1. Type change hunt-group n, where n is the number of the hunt group to change. 2. Press Enter.
In our example, type change hunt-group 5. The system displays the Hunt Group screen. 3. In the Queue field, type y. 4. In the Queue Length field, type the maximum number of calls that you want to wait in the queue. In our example, type 10. 5. In the Calls Waiting Threshold field, type the maximum number of calls that can be in the queue before the system flashes the queue status buttons. In our example, type 5. 6. In the Time Warning Threshold field, type the maximum number of seconds you want a call to wait in the queue before the system flashes the queue status buttons. In our example, type 30. 7. Click Enter to save your changes.
Hunt groups for TTY callers
Several laws, such as the Americans with Disabilities Act (ADA) of 1990 and Section 255 of the Telecommunications Act of 1996, require that" reasonable accommodation" be provided for people with disabilities. For this reason, your company might choose to offer support for callers who use TTYs. (These devices are also known as TDDs -- "Telecommunication Device for the Deaf" -- but the term TTY is generally preferred, in part because many users of these devices are hearingimpaired, but not deaf.)
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Hunt Groups
TTY callers can be accommodated by creating a hunt group that includes TTY-equipped agents. The TTY itself looks a little like a laptop computer, except that it has a one- or two-line alphanumeric display instead of a computer screen. The cost of a typical TTY is approximately three hundred dollars. Although many TTYs can connect directly with the telephone network via analog RJ-11 jacks, Avaya recommends that agents be equipped with TTYs that include an acoustic coupler that can accommodate a standard telephone handset. One reason for this recommendation is that a large proportion of TTY users are hearing impaired, but still speak clearly. These individuals often prefer to receive calls on their TTYs and then speak in response. This requires the call center agent to alternate between listening on the telephone and then typing on the TTY, a process made considerably easier with an acoustically coupled configuration.
Although TTY-emulation software packages are available for Personal Computers, most of these do not have the ability to intermix voice and TTY on the same call.
For a TTY hunt group, you can record TTY announcements and use them for the hunt group queue. To record announcements for TTY, simply follow the same steps as with voice recordings from your telephone (see Managing Announcements). However, instead of speaking into your telephone to record, you type the announcement with the TTY device.
Note:
For an alternative to simply creating a TTY hunt group, you can use vectors to process TTY calls. With vectors, you can allow TTY callers and voice callers to use the same telephone number. In this case, you can also record a single announcement that contains both TTY signaling and a voice recording.
Adding hunt group announcements
About this task You can add recorded announcements to a hunt group queue. Use announcements to encourage callers to stay on the line or to provide callers with information. You can define how long a call remains in the queue before the caller hears an announcement. For more information on how to record an announcement, see "Announcements" in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205. Let us add an announcement to our internal helpline. We want the caller to hear an announcement after 20 seconds in the queue, or after approximately 4 or 5 rings. Our announcement is already recorded and assigned to extension 1234.
Tip: You can use display announcements to find the extensions of your recorded announcements.
Procedure
1. Type change hunt-group n, where n is the number of the hunt group to change.
2. Press Enter.
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Handling Incoming Calls
In our example, type change hunt-group 5. The system displays the Hunt Group screen. 3. Click Next Page to find the First Announcement Extension field. 4. In the First Announcement Extension field, type the extension of the announcement you want callers to hear. In this example, type 1234. 5. In the First Announcement Delay (sec) field, type the number of seconds you want the caller to wait before hearing the first announcement. In our example, type 20.
Tip: If you set the delay announcement interval to 0, callers automatically hear the announcement before anything else. This is called a "forced first announcement." 6. Click Enter to save your changes. You can use the same announcement for more than one hunt group.
Vectors and VDNs
This section provides an introduction to vectors and Vector Directory Numbers (VDN). It gives you basic instructions for writing simple vectors.
Security alert: Vector fraud is one of the most common types of toll fraud because vectors route calls based on the Class of Restriction (COR) assigned to the VDN. This section references announcements, hunt groups, queues, splits, and skills, which are covered in detail in other sections of this book. You can also find information about these topics in Avaya Aura® Call Center Elite Feature Reference.
Note: The Client Room field on the Class of Service screen will affect VDN displays. If a local station that has a COS with the Client Room field set to y calls a local VDN, the agent's display that receives the call will look as if it is a direct station call rather than the expected VDN display of station name to vdn name.
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Vectors and VDNs
What are Vectors?
A vector is a series of commands that you design to tell the system how to handle incoming calls. A vector can contain up to 32 steps and allows customized and personalized call routing and treatment. Use call vectoring to:
· play multiple announcements · route calls to internal and external destinations · collect and respond to dialed information
Tip: The vector follows the commands in each step in order. The vector "reads" the step and follows the command if the conditions are correct. If the command cannot be followed, the vector skips the step and reads the next step. Your system can handle calls based on a number of conditions, including the number of calls in a queue, how long a call has been waiting, the time of day, day of the week, and changes in call traffic or staffing conditions.
Putting a call in a queue
About this task Write a vector so that calls that come into the main business number redirect to a queue. We will use a vector-controlled hunt group for the main number queue. This hunt group was set up as main split 47. When calls first arrive, all calls to our main number should be queued as "pri 1" for low priority. To queue calls, write the following vector (step 2). (Please note, we started our example on step 2 because step 1 is used later.) Procedure
1. Keep it Blank. 2. Type queue-to main split 47 pri 1.
Tip: Remember, Communication Manager automatically fills in some of the information when you type your vector step. Press Tab.
Playing an Announcement
About this task Write a vector to play an announcement for callers in a queue. Use the announcement to ask callers to wait. You need to record the announcement before the vector can use it. Let us play our announcement 4001, asking the caller to wait, then play music for 60 seconds, then repeat the announcement and music until the call is answered. The goto command creates the loop to repeat the announcement and the music. Unconditionally means under all conditions.
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Handling Incoming Calls
Tip: Rather than loop your vectors directly back to the announcement step, go to the previous queue-to step. This way, if for some reason the call does not queue the first time, Communication Manager can attempt to queue the call again. If the call successfully queued the first time though, it merely skips the queue-to step and plays the announcement. The system cannot queue a call more than once in the exact same priority level. To play and repeat an announcement, write this vector (steps 3-5): Procedure 1. Keep it Blank. 2. Type queue-to main split 47 pri 1. 3. Type announcement 4001 (All agents are busy, please wait...). 4. Type wait-time 60 secs hearing music. 5. Type goto step 2 if unconditionally.
Routing Based On Time Of Day
About this task Write a vector for calls that come in after your office closes. Assume that your business is open 7 days a week, from 8:00 a.m. to 5:00 p.m. When calls come in after business hours, you want to play your announcement 4002, which states that the office is closed and asks callers to call back during normal hours. Write the vector so the call disconnects after the announcement is played. For after hours treatment, write this vector (steps 1, 6, and 7): Procedure
1. Type goto step 7 if time-of-day is all 17:00 to all 8:00. 2. Type queue-to main split 47 pri 1. 3. Type announcement 4001 (All agents are busy, please wait...). 4. Type wait-time 60 secs hearing music. 5. Type goto step 2 if unconditionally. 6. Type stop. 7. Type disconnect after announcement 4002 ("We're sorry, our office is
closed..."). If the goto command in step 5 fails, Communication Manager goes to the next step. The stop in step 6 prevents callers from incorrectly hearing the "office is closed" announcement in step 7. Stop keeps the call in the state it was in before the command failed. In this case, if step 5 fails, the call remains in step 4 and the caller continues to hear music.
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Vectors and VDNs
Caution: Add a stop vector step only after calls are routed to a queue. If a stop vector is executed for a call not in queue, the call drops.
Allowing callers to leave a message
About this task Write a vector using which callers can leave messages. This type of vector uses a hunt group called a messaging split. For our example, we send after-hours calls to the voice mailbox at extension 2000 and use messaging split 99. Once the vector routes a call to the mailbox, the caller hears a greeting (that was recorded with the voice mail for mailbox 2000) that tells them they can leave a message. To let callers leave messages, write this vector (step 7): Procedure
1. Type goto step 7 if time-of-day is all 17:00 to all 8:00. 2. Type queue-to main split 47 pri 1. 3. Type announcement 4001 (All agents are busy, please wait...). 4. Type wait-time 60 secs hearing music. 5. Type goto step 2 if unconditionally. 6. Type stop. 7. Type messaging split 99 for extension 2000.
Redirecting calls during an emergency or holiday
About this task You can provide a quick way for a supervisor or agent to redirect calls during an emergency or holiday. Use a special mailbox where you can easily change announcements. This vector is also an alternative to making sure all agents log out before leaving their telephones. In our example, no agents are normally logged in to split 10. We'll use split 10 for an emergency. We preset buttons on our agents' telephones so people with these telephones can log in at the touch of a button. To quickly redirect calls: Create a special mailbox with the appropriate announcement such as "We are unable to answer your call at this time" or ""Today is a holiday, please call back tomorrow." In our example, we recorded the mailbox greeting for extension 2001. Insert the following steps (steps 1, 10, and 11). See Inserting a step.
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Handling Incoming Calls
Procedure 1. Type goto step 10 if staff agents split 10 > 0. 2. Type goto step 8 if time-of-day is all 17:00 to all 8:00. 3. Type queue-to main split 47 pri 1. 4. Type announcement 4001 (All agents are busy, please wait...). 5. Type wait-time 60 secs hearing music. 6. Type goto step 2 if unconditionally. 7. Type stop. 8. Type messaging split 99 for extension 2000. 9. Type stop.
10. Type messaging split 99 for extension 2001. 11. Type stop.
When there is an emergency, fire drill, or holiday, the supervisor or agent logs into this split. When an agent logs into split 10, the system looks at vector step 1, sees that more than 0 people are logged into split 10, and sends calls to step 10 (which sends to messaging split 99). When your business returns to normal and the agent logs out of split 10, call handling returns to normal.
Giving callers additional choices
About this task You can give your callers a list of options when they call. Your vector tells Communication Manager to play an announcement that contains the choices. Communication Manager collects the digits the caller dials in response to the announcement and routes the call accordingly. We'll create a vector that plays an announcement, then lets callers dial an extension or wait in the queue for an attendant. Please note, the following example of this "auto attendant" vector is a new vector and is not built on the vector we used in the previous example. To let callers connect to an extension, write this kind of vector: Procedure
1. Type wait-time 0 seconds hearing music. 2. Type collect 4 digits after announcement 4004 (You have reached our
company. Please dial a 4-digit extension or wait for the attendant.). 3. Type route-to digits with coverage y. 4. Type route-to number 0 with cov n if unconditionally.
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Vectors and VDNs
5. Type stop.
Inserting a Step
About this task It is easy to change a vector step and not have to retype the entire vector. We will add announcement 4005 between step 3 and step 4 in vector 20. Procedure
1. Type change vector 20. Press Enter. The system displays the Call Vector screen.
2. Click Edit. 3. Type i followed by a space and the number of the step you want to add.
In our example, type i 4. 4. Type the new vector step.
We will type announcement 4005 (Please wait...). 5. Click Enter to save your changes.
Tip: When you insert a new vector step, the system automatically renumbers the rest of the vector steps and all references to the vector steps. Communication Manager inserts a "*" when the numbering needs more attention.
Deleting a Step
Procedure 1. Type change vector 20. Press Enter. The system displays the Call Vector screen. 2. Click Edit. 3. Type d followed by a space and the number of the step you want to delete. In our example, type d 5.
Tip: You can delete a range of vector steps. For example, to delete steps 2 through 5, type d 2-5. Click Enter. 4. Click Enter to save your changes.
Tip: When you delete a vector step, the system automatically renumbers the rest of the vector steps and all references to the vector steps. An asterisk (*) is inserted when the numbering needs more attention.
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Handling Incoming Calls
Variables in Vectors
You can use Call Vectoring feature called Variables in Vectors (VIV) to create variables that can be used in vector commands to:
· Improve the general efficiency of vector administration
· Provide increased manager and application control over call treatments
· Create more flexible vectors that serve the needs of your customer and contact center operations
The vector variables are defined in a central variable administration table. Values assigned to some types of variables can also be quickly changed by means of special vectors, Vector Directory Numbers (VDNs), or Feature Access Codes (FACs) that you administer specifically for that purpose. Different types of variables are available to meet different types of call processing needs. Vector variables can be added to "consider location,""messaging," and ""adjunct routing" vector steps when the Call Center Release is 3.0 or later. Depending on the variable type, variables can use either call-specific data or fixed values that are identical for all calls. In either case, an administered variable can be reused in many vectors. For a more detailed description of variable types and purposes, see Avaya Call Center Call Vectoring and Expert Agent Selection (EAS) Guide, 07-600780.
Administering Vector Variables
About this task Administering variables and implementing them in your vectors is a relatively simple process:
Procedure
1. First, determine how you intend to use the new variable and identify its defining characteristics. Use this information to decide on an available variable type that meets your needs.
2. Type change variables.
The system displays the Variables for Vectors screen.
3. In the Var column, select an unused letter between A and Z. This letter is used to represent this variable in vector steps. Complete the editable fields in the row that you select. Depending on your entry in the Type field, some fields in the row may be prepopulated and display-only, or not applicable.
· Description - a short description of your variable
· Type - the variable type
· Scope - local or global
· Length - length of the digit string
· Start - digit start position
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· Assignment - pre-assigned value · VAC - Variable Access Code (for value variable type only)
4. Click Enter to save your changes.
Vectors and VDNs
Handling TTY calls with vectors
About this task
Unlike fax machines and computer modems, a Tele-typewriter device (TTY) has no handshake tone and no carrier tone. A TTY is silent when not transmitting. This is why systems cannot identify TTY callers automatically. However, the absence of these special tones also means that voice and TTY tones can be intermixed in pre-recorded announcements. The ability to provide a hybrid voice-and-TTY announcement, when combined with the auto-attendant vectoring capability, can permit a single telephone number to accommodate both voice and TTY callers.
With the sample vector TTY callers can access a TTY agent. It begins with a step that plays a TTY announcement combined with a voice announcement. The announcement tells the TTY caller to enter a digit that will direct them to a TTY support person. The vector then processes the digit entered to connect the TTY caller to the TTY split (or hunt group). For more information on recording TTY announcements, see Managing Announcements.
In the following example, split 47 (hunt group 47) has already been established and consists of TTY-enabled agents.
If a TTY caller calls the number that connects to vector 33, the following occurs:
Procedure
1. After a short burst of ringing, a quick burst of TTY tones is sent to the caller telling the caller to hold, "HD". Then, a voice announcement follows for callers using a normal telephone connection. The announcement tells them to stay on the line. Finally, another burst of TTY tones is sent to the TTY caller which displays on the caller's TTY device as, "Dial 1." The TTY caller would not hear the voice announcement, but because the step collects digits, using which the caller can enter 1 on his or her touchtone telephone.
Note:
For voice callers, the burst of TTY tones lasts about one second and sounds like a bird chirping.
2. In vector step 3, since the TTY caller entered 1 in vector step 2, the TTY caller is sent to vector step 8, at which point the caller is put in queue for a TTY-enabled agent in split 47.
Note:
The voice caller is sent to vector step 3 also, but a voice caller does not go to vector step 8 because the caller did not enter 1 at vector step 2. Instead, voice callers continue on to vector step 4, where they connect to split 48.
3. While the TTY caller waits in queue, he or she hears silence from vector step 9, then the announcement in vector step 10, and is then looped back to wait with silence by vector step 11.
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Handling Incoming Calls
See the Avaya Call Center Call Vectoring and Expert Agent Selection (EAS) Guide, 07-600780, for more information. Automated Attendant competes with several features for ports on the Call Classifier -- Detector circuit pack or equivalent. For more information on circuit pack, see Avaya Aura® Communication Manager Hardware Description and Reference.
Fixing vector problems
About this task If there is a problem with a vector, Communication Manager records the error as a vector event. Vector events occur for a number of reasons including problems with a trunk, full queue slots, or the vector reaching the maximum 1000 steps allowed. Use display events to access the Event Report screen and see the event record. Use the event record to see why the vector failed. To view the Event Report: Procedure
1. Type display events. 2. Press Enter.
The system displays the Event Report screen. 3. To see all current vector events, clickEnter.
OR Indicate the events that you want to see by completing the Report Period and Search Option fields. 4. Click Enter to view the report. The system displays the Event Report (detail) screen. Look at the information in the Event Data field to diagnose the vector event. In this example, there was a problem with: · Vector 12, step 5 · Split 89
Vector Directory Numbers
A VDN is an extension that directs an incoming call to a specific vector. This number is a "soft" extension number not assigned to an equipment location. VDNs must follow your dial plan. We will create VDN 5011 for our sales department. A call into 5011 routes to vector 11. This vector plays an announcement and queues calls to the sales department.
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Vectors and VDNs
Security alert: Vector fraud is one of the most common types of toll fraud because vectors route calls based on the class of restriction (COR) assigned to the VDN. See the Avaya Toll Fraud and Security Handbook, 555-025-600 for more information.
Adding a vector directory number
Procedure 1. Type add VDN 5011. 2. Press Enter. 3. You enter the VDN extension you want to add. The system displays the Vector Directory Number screen. 4. Type a description for this VDN in the Name field. In our example, type Sales Department. The system displays the information in the VDN Name field on a display telephone. The agent uses this to recognize the nature of the call and respond accordingly.
Tip: The VDN Override on the Vector Directory Number screen controls the operation of the display. 5. Enter the vector number. In our example, type 11. 6. In the Measured field, indicate how you want to measure calls to his VDN. In our example, type both (for both CMS and BCMS).
Tip: BCMS must be enabled to use both. Use display system-parameters customer-options to see if BCMS is enabled. 7. Click Enter to save your changes.
Viewing vector directory numbers
Procedure 1. Type list VDN. 2. Press Enter. The system displays the Vector Directory Number screen. 3. Each VDN maps to one vector. Several VDNs can map to the same vector.
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Handling Incoming Calls
Automatic Call Distribution
Automatic Call Distribution (ACD) is an Avaya Communication Manager feature used in many contact centers. ACD gives you greater flexibility to control call flow and to measure the performance of agents. ACD systems operate differently from non-ACD systems, and they can be much more complex. ACD systems can also be more powerful because using this you can use features and products that are unavailable in non-ACD systems. See the Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide, 07-600779, for more information on ACD call centers.
ACD System Enhancement
First, all call center management systems (such as Avaya's Basic Call Management System (BCMS), BCMSVu, and the sophisticated Avaya IP Agent Call Management System) require ACD. These management systems give you the ability to measure more aspects of your center's operation, and in more detail, than is possible with standard Avaya Communication Manager reports. Call vectoring greatly enhances the flexibility of a call center, and most vectoring functions require ACD. Vectoring is a simple programming language using which you can custom design every aspect of call processing. With ACD and Vectoring, you can use Expert Agent Selection (EAS) For a variety of reasons, you might want certain agents to handle specific types of calls. For example, you might want only your most experienced agents to handle your most important customers. You might have multilingual agents who can serve callers in a variety of languages. Using EAS you can classify agents according to their specific skills and then to rank them by ability or experience within each skill. Avaya Communication Manager uses these classifications to match each call with the best available agent. See Avaya Call Center Call Vectoring and Expert Agent Selection (EAS) Guide, 07-600780, for more information on call vectoring and EAS.
Assigning a Terminating Extension Group
About this task A Terminating Extension Group (TEG) allows an incoming call to ring as many as 4 telephones at one time. Any user in the group can answer the call. Once a member of the TEG has answered a group call, the TEG is considered busy. If a second call is directed to the group, it follows a coverage path if one has been assigned. The following example shows how to assign a terminating extension group to the advertising department. For example, we will assign this TEG to extension 6725.
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Assigning a Terminating Extension Group
Procedure 1. Type add term-ext-group next. 2. Press Enter. The system displays the Terminating Extension Group screen. 3. In the Group Extension field, type 6725. This is the extension for the advertising group. 4. In the Group Name field, type advertising. This is the name of the group. 5. In the Coverage Path field, type 5. This is the number of the call coverage path for this group.
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Chapter 11: Routing Outgoing Calls
World class routing
The system uses Automatic Alternate Routing (AAR) and Automatic Route Selection (ARS) to direct outgoing calls:
· AAR to route internal calls that you make within your company network. AAR requires a private network to route calls.
· ARS to route external calls that you make over a public network. ARS does not require a private network to direct outgoing calls. You can use ARS for remote locations of the company that do not have a private network.
Ensure that you dial a Feature Access Code (FAC) followed by the number you want to call before you begin to use automatic routing. During automatic routing, Avaya Communication Manager does the following:
1. Analyzes the digits that you dial. 2. Selects the route for the call. 3. Deletes or inserts digits required to route the call. 4. Routes the call over the trunks that you specify in your routing tables. ARS and AAR access the same trunk groups and share the same route patterns and information about call routing. You can convert ARS calls to AAR calls and vice versa. The FAC for AAR is the digit 8. The FAC for ARS is the digit 9 within the US and the digit 0 outside the United States. You can administer your own ARS FAC. A technician or a business partner from Avaya can help you set up Communication Manager and assign the AAR FAC.
Call Privileges Management
Each time you set up a telephone, use the Station screen to assign a Class of Restriction (COR). You can create different CORs for different groups of users.
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Call Privileges Management
For example, you might want executives in your company to have different calling privileges than offered to receptionists. When you set up a COR, you specify a Facility Restriction Level (FRL) on the Class of Restriction screen. The FRL determines the calling privileges of a user. The levels of FRL are ranked from 0 to 7 where 7 has the highest level of privileges. On the Route Pattern screen, you can assign an FRL to each route pattern preference. The system checks the COR when the user makes a call. The system facilitates the call if the FRL of the caller is higher than or equal to the FRL of the route pattern.
Changing station
About this task Use the following procedure to set up a new telephone for an executive and change station 1234 from COR 1 to COR 7. The latest translations are assigned for COR 1 with outward restrictions. You must assign a COR with the highest level of permissions to station 1234. FRL 0 is the lowest permission level. FRL 7 is the highest permission level. Procedure
1. On the SAT command line interface, type change station 1234. 2. Press Enter.
The system displays the Station screen. 3. In the COR field, type 7. 4. To save the changes that you make, press Enter. 5. To change the permission level from FRL 0 to FRL 7, type change cor 7. 6. Click Enter.
The system displays the Class of Restriction screen. 7. In the FRL field, type 7. 8. To save the changes that you make, press Enter.
Users with COR 7 have the highest level of calling permissions.
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Routing Outgoing Calls
Assigning ARS FAC
Before you begin Ensure that you set up the ARS FAC on your system. The ARS FAC within the United States is the digit 9. Users dial 9 to make an outgoing call. About this task The ARS access code 9 is dropped when a user dials 9 to access ARS and makes an outgoing call. The ARS access code 9 is dropped before digit analysis takes place. Procedure
1. On the SAT command line interface, type change dialplan. 2. Press Enter.
The system displays the DCS to QSIG TSC Gateway. 3. Move to row 9 and type fac in the first column. 4. To save the changes that you make, press Enter. 5. Type change features. 6. Press Enter.
The system displays the Feature Access Code (FAC) screen. 7. In the ARS - access code field, type 9. 8. To save the changes that you make, press Enter.
Location ARS FAC
Use Location ARS FAC to access the ARS FAC feature from different locations, and dial 9 while making external calls. For locations that you specify, use Location ARS FAC to call numbers administered by the ARS FAC. For more information about setting up Location ARS FAC, see the Locations screen. You cannot use an ARS FAC at a location for which the ARS FAC is invalid. The ARS access code on the Feature Access Code (FAC) screen is in use for locations where ARS FAC was previously used. If a location has already administered the ARS FAC, the Feature Access Code (FAC) screen is denied from the location. If you use a local ARS code, you cannot administer two ARS codes on the Feature Access Code (FAC) screen.
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Displaying ARS analysis information
Displaying ARS analysis information
About this task You will want to become familiar with how your system currently routes outgoing calls. To display the ARS Digit Analysis Table that controls how the system routes calls that begin with 1: Procedure
1. Type display ars analysis 1. 2. Press Enter.
The system displays the ARS Digit Analysis Table for dialed strings that begin with 1. Communication Manager displays only as many dialed strings as can fit on one screen at a time. Type display ars analysis and press Enter to display an all-location screen. For details on command options, see online help, or Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers. 3. To see all the dialed strings that are defined for your system, run an ARS Digit Analysis report:
a. Type list ars analysis. b. Press Enter.
The system displays the ARS Digit Analysis Report. To maintain a record, print a report.
ARS Analysis
With ARS, Communication Manager checks the digits in the number called against the ARS Digit Analysis Table to determine how to handle the dialed digits. Communication Manager also uses Class of Restriction (COR) and Facility Restriction Level (FRL) to determine the calling privileges. Let us look at a very simple ARS digit analysis table. Your system likely has more defined dialed strings than this example. Refer to the following screenshot for ARS Digit Analysis Table.
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Routing Outgoing Calls
In the ARS Digit Analysis Table screen, the far-left column of lists the first digits in the dialed string. When a user makes an outgoing call, the system analyzes the digits, looks for a match in the ARS Digit Analysis Table, and uses the information in the matching row to determine how to route the call. Let us say a caller places a call to 1-303-233-1000. Communication Manager matches the dialed digits with those in the first column of the ARS Digit Analysis Table screen. In this example, the dialed string matches the "1". Then Communication Manager matches the length of the entire dialed string (11 digits) to the minimum and maximum length columns. In our example, the 11-digit call that started with 1 follows route pattern 30 as an fnpa call.
Tip: The first dialed digit for an external call is often an access code. If `9' is defined as the ARS access code, Communication Manager drops this digit and analyzes the remaining digits with the ARS Analysis Table. The Route Pattern points to the route that handles the calls that match this dial string. Call Type tells what kind of call is made with this dial string. Call type helps Communication Manager decide how to handle the dialed string.
Examples of Digit Conversion
Purpose Your system uses the AAR or ARS Digit Conversion Table to change a dialed number for more efficient routing. Digits can be inserted or deleted from the dialed number. For instance, you can
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Displaying ARS analysis information
tell Communication Manager to delete a 1 and an area code on calls to one of your locations, and avoid long-distance charges by routing the call over your private network. ARS digit conversion examples The ARS digit conversion table reflects these values:
· ARS feature access code = 9 · AAR feature access code = 8 · Private Network Office Code (also known as Home RNX) = 222 · Prefix 1 is required on all long-distance DDD calls · Dashes (-) are for readability only Communication Manager maps the dialed digits to the matching pattern that most closely matches the dialed number. Example: If the dialed string is 957-1234 and matching patterns 957-1 and 957-123 are in the table, the match is on pattern 957-123. ARS digit conversion examples table:
Operation
DDD call to ETN
Actual Digits Dialed
9-1-303-538-1 345
Matching Pattern
1-303-538
Replacement String
362
Modified Address
362-1345
Long-distance 9-10222+DDD call to specified carrier
10222
(blank)
(blank)
Terminating a local DDD call to an internal station
Unauthorized call to intercept treatment
9-1-201-957-5 567 or 9-957-5567
9-1-212-976-1 616
1-201-957-5 or 222-5 957-5
1-XXX-976
#
222-5567 (blank)
International calls to an attendant
9-011-91-6725 011-91 30
222-0111#
222-0111
Notes
Call routes via AAR for RNX 362
Call routes as dialed with DDD # over private network
Call goes to home RNX 222, ext. 5567
"#" means end of dialing. ARS ignores digits dialed after 976. User gets intercept treatment.
Call routes to local server (RNX 222), then to attendant (222-0111).
Table continues...
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Routing Outgoing Calls
Operation
Actual Digits Dialed
International call to announcement (This method can also be used to block unauthorized IDDD calls)
9-011-91-6725 30
International call from certain European countries needing dial tone detection
0-00-XXXXXX XX
Matching Pattern 011-91
00
Replacement String
222-1234#
Modified Address
222.1234-
+00+
00+XXXX
Notes
Call routes to local server (RNX 222), then to announcement extension (222-1234).
The first 0 denotes ARS, the second pair of 0s denotes an international call, the pluses denote "wait" for dial tone detection.
Defining operator assisted calls
About this task Here is an example of how Communication Manager routes an ARS call that begins with 0 and requires operator assistance. The user dials 9 to access ARS, then a 0, then the rest of the number. Procedure
1. Type display ars analysis 0. 2. Press Enter to view the AAR and ARS Digit Analysis Table screen starting with 0.
We will use the ARS digit analysis table shown above and follow the routing for an operator assisted a call to NJ.
We will use the ARS digit analysis table shown above and follow the routing for an operator assisted a call to NJ.
· A user dials 9 0 908 956 1234. · Communication Manager drops the ARS FAC (9 in our example), looks at the ARS Digit
Analysis Table for 0, and analyzes the number. Then it:
determines that more than 1 digit was dialed
rules out the plan for 00, 01, and 011
determines that 11 digits were dialed · Communication Manager routes the call to route pattern 1 as an operator assisted call.
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Displaying ARS analysis information
Defining Inter-exchange carrier calls
About this task Here is an example of how Communication Manager routes an ARS call to an inter-exchange (long-distance) carrier (IXC). IXC numbers directly access your long-distance carrier lines. IXC numbers begin with 1010, followed by three digits, plus the number as it is normally dialed including 0, 00, or 1+ 10 digits. These numbers are set up on your default translations. Remember, the user dials 9 to access ARS, then the rest of the number. Procedure
1. Type display ars analysis 1. 2. Press Enter to view the ARS Digit Analysis Table screen starting with 1.
This table shows five translations for IXC calls. When you use x in the Dialed String field, Communication Manager recognizes x as a wildcard. The x represents any digit, 0 - 9. If I dial 1010, the next 3 digits will always match the x wild cards in the dialed string. Use the ARS digit analysis table shown above and follow the routing for an IXC call to AT&T. 1010288 is the carrier access code for AT&T. · A user dials 9 1010288 plus a public network number. · Communication Manager drops the ARS FAC (9 in our example), looks at the ARS Digit
Analysis Table for 1010, and analyzes the number. · Then it matches 288 with xxx and sends the call over route pattern 5.
Restricting area codes and prefixes
About this task Certain area code numbers are set aside in the North American Numbering Plan. These numbers are 200, 300, 400, 500, 600, 700, 800, 877, 888, 900. You need to specifically deny calls made to area codes 200 through 900 (except 800 and 888). You can also deny access to the 976 prefix, which is set aside in each area code for pay-per call services, if you do not want to incur charges. You can block 976 or any other prefix in all NPAs with a single entry in the digit analysis table. See Using wild cards for more information. Procedure
1. Set the 200 area code apart from other area codes 201 through 209. We use the digit analysis table 120 because it defines long distance calls that begin with 1 and all area codes from 200 through 209.
2. To deny long distance calls to the 200 area code, type change ars analysis 120.
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Routing Outgoing Calls
3. Press Enter to view the ARS Digit Analysis Table screen beginning with 120. The table (on the screen) in this example shows two translations for calls that begin with 120. First, follow the routing for a long-distance call that begins with 120 and is allowed. The 120 translation handles all dial strings 1-201 through 1-209, and there are many matches. · A user dials 9 120 plus 8 digits (the first of the 8 digits is not 0). · Communication Manager drops the ARS FAC (9 in our example), looks at the ARS Digit Analysis Table for 120, and analyzes the number. It determines the call is long-distance and sends the call over route pattern 4 Now we will follow a call that begins with the restricted area code 200. Only one string matches this translation. · A user dials 9 1200 plus 7 digits. · Communication Manager drops the ARS FAC (9), and looks at the ARS Digit Analysis Table for 1200. It determines that the call type is deny, and the call does not go through.
Using wild cards
About this task You can use wild cards to help separate out calls to certain numbers. Ensure that when you use the wild card x in the Dialed String field, Communication Manager recognizes x as any digit between 0 - 9. For example, you can restrict users from making calls to a 555 information operator where you might incur charges. Procedure
1. Type change ars analysis 1. 2. Click Enter.
The system displays the ARS Digit Analysis Table screen beginning with 1. 3. Use the arrow keys to move to a blank Dialed String field. 4. Type 1xxx555 in the Dialed String field. 5. Type 11 in the Total Min and 11 in Total Max fields. 6. Type deny (denied) in the Route Pattern field. 7. Type fnhp in the Call Type field. 8. Click Enter to save your changes.
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Administering Call Type Digit Analysis
Defining local information calls
About this task You can set up Communication Manager to allow calls to local information, or in this example, 411. To allow 411 service calls: Procedure
1. Type change ars analysis 4. 2. Press Enter.
The system displays the ARS Digit Analysis Table screen beginning with 4. 3. Use the arrow keys to move to a blank Dialed String field. 4. Enter 411 in the Dialed String field. 5. Enter 3 in the Total Min and 3 in Total Max fields. 6. Enter 1 in the Route Pattern field. 7. Enter svcl (service call) in the Call Type field. 8. Press Enter to save your changes.
Administering Call Type Digit Analysis
Before you begin There must be at least one entry in Call Type Digit Analysis Table to begin Call Type Digit Analysis. Procedure
1. On the SAT command line interface, type change call type analysis. The system displays Call Type Digit Analysis Table.
2. In the Match field, type the digits the system uses to match with the dialed string. The dialed string contains the digits that Communication Manager analyzes to process the call. For example, type 303 to match the dialed numbers beginning with 303.
3. In the length: Min Max fields, type the minimum number and maximum number of dialed digits.
4. Type four digit manipulations for the Match string.
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Routing Outgoing Calls
5. Type the number of digits for the system to delete or insert and select the call type. the system will delete, the number of digits the system will insert, and the call type against which the system will test the modified digit string.
Call Type Digit Analysis Example
In our example, this is the administered Call Type Digit Analysis Table. In our example, Communication Manager analyzes 3035554927 for routing.
1. Communication Manager deletes 0 digits, inserts nothing, and searches the resulting 3035554927 against the ARS tables.
2. If there are no matching entries, Communication Manager deletes 0 digits, inserts the digit 1, and searches the resulting 13035554927 against the ARS tables.
3. If there are no matching entries, Communication Manager deletes 3 digits, inserts nothing, and searches the resulting 5554927 against numbers of ext type in the dial plan.
4. If there are no matching entries, Communication Manager deletes 0 digits, inserts 011, and searches the resulting 0113035554927 against the ARS tables.
Setting up Multiple Locations
Before you begin Ensure that the Multiple Locations field on the System Parameters Customer-Options (Optional Features) screen is set to y. If this field is set to n, go to the Avaya Support website at http:// support.avaya.com for more information. If you are setting up locations across international borders, you must ensure that the Multinational Locations field on the System Parameters Customer-Options (Optional Features) screen is also set to y. Multiple locations are supported only in the dedicated instance deployment. In case of multitenant deployment, each tenant is limited to one location. Ensure your daylight saving rules are administered. Daylight Saving Rule numbers are located on the Daylight Saving Rules screen. Each cabinet in a server or switch and each port network in the cabinet must be assigned a location number. See the add-cabinet and change-cabinet in Maintenance Commands for Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers. About this task You can define a location number for:
· Remote Offices · Gateways · IP network regions, used by IP stations and IP trunks
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Setting up Multiple Locations
You can create numbering plans and time zone and daylight saving plans that are specific for each location. Choose your main location, and offset the local time for each location relative to the system clock time. The main location is typically set to have offset 0. For example, we will set up multiple locations for Communication Manager server with cabinets in Chicago and New York. Location 1 is assigned to the cabinet in Chicago, our main office, so Central Standard Time is used for our main location. Location 2 is assigned to the cabinet in New York. We'll define the numbering plan area (NPA) for the Chicago and New York locations, and set the time zone offset for NY to show the difference in time between Eastern Standard Time and Central Standard Time.
Tip: Type list cabinets to see the Cabinet screen and a list of cabinets and their locations. To define locations for cabinets in Chicago and New York: Procedure 1. Type change locations. 2. Press Enter.
The system displays the Locations screen. 3. Type y in the ARS Prefix 1 required for 10-digit NANP calls field.
Our dial plan requires users to dial a 1 before all 10-digit (long distance) NANP calls. 4. Type Chicago in the Name field in the Number 1 row.
Use this field to identify the location. 5. Type +00:00 in the TimeZone Offset field in the Number 1 row.
In our example, the system time and the Chicago location time are the same. 6. Type 1 in the Daylight Saving Rule field in the Number 1 row.
In our example, daylight saving rule 1 applies to U.S. daylight saving time.
Tip: Use the display daylight-savings-rules command to see what rules have been administered on Communication Manager. 7. Type 312 in the Number Plan Area Code field in the Number 1 row. In our example, 312 is the local area code for Chicago, location 1. 8. Type New York in the Name field in the Number 2 row 9. Type -01:00 in the TimeZone Offset field in the Number 2 row. In our example, subtract one hour from the system clock in Chicago to provide the correct time for the location in New York. 10. Type 1 in the Daylight Saving Rule field in the Number 2 row.
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Routing Outgoing Calls
In our example, daylight saving rule 1 applies to U.S. daylight saving time, and both locations use the same rule. 11. Type 212 in the NANP field in the Number 2 row. In our example, 212 is the local area code for New York, location 2. 12. Press Enter to save your changes. See Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for more information on the Multiple Locations feature.
Routing with multiple locations
Before you begin Be sure the Multiple Locations field on the System Parameters Customer-Options (Optional Features) screen is set to y. If this field is set to n, go to the Avaya Support website at http:// support.avaya.com for more information. To administer AAR and ARS, do the following:
· For AAR, verify that either the Private Networking field or the Uniform Dialing Plan field is y on the System Parameters Customer-Options (Optional Features) screen.
· For ARS, verify that the ARS field is y on the System-Parameters Customer-Options (Optional Features) screen.
You can define a location number for: · Remote Offices · Gateways · IP network regions, used by IP stations and IP trunks
For information on how to administer the location per station, see the Administer location per station on page 144 section. For information on the description of the Location field on the Stations with Off-PBX Telephone Integration screen, see the Avaya Aura® Communication Manager Screen Reference. About this task When you set up multiple locations, you can define call routing that covers all locations as well as call routing specific to each individual location. Use your routing tables to define local routing for 911, service operators, local operator access, and all local calls for each location. Leave longdistance and international numbers that apply across all locations on the routing tables with Location field set to all. For example, we will use ARS to set up local call routing for two Communication Manager server locations. Our Chicago server is assigned to location 1, and our New York server is assigned to location 2. Our example shows a simple local dialing plan. Each location already contains location-specific routing tables. We'll use route pattern 1 for local service calls and route pattern 2 for local HNPA calls in the Chicago location.
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Routing with multiple locations
Tip: Create location-specific routing by assigning different route patterns for each location. To define local calls for servers in Chicago and New York: Procedure 1. Type change ars analysis location 1. 2. Press Enter.
The system displays the ARS Digit Analysis Table screen for location 1. 3. Type the information for local dialed strings and service calls in each row on the screen.
In our example, for location 1 (Chicago) local HNPA calls: a. Type the appropriate digit in the Dialed String field. b. Type 7 in the Total Min field. c. Type 7 in the Total Max field. d. Type 2 in the Route Pattern field. e. Type hnpa in the Call Type field.
In our example, for location 1 (Chicago) local service calls: a. Type the appropriate digits in the Dialed String field. b. Type 3 in the Total Min field. c. Type 3 in the Total Max field. d. Type 1 in the Route Pattern field. e. Type svcl in the Call Type field.
4. Press Enter to save your changes. 5. Type change ars analysis 4 location 2. 6. Press Enter.
The system displays the ARS Digit Analysis Table for location 2. 7. Type in the local HNPA and service call routing information for New York. 8. Press Enter to save your changes.
See Automatic Routing in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for more information on ARS. See Multiple Locations in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205 for more information on the Multiple Locations feature.
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Routing Outgoing Calls
Call routing modification
If your system uses ARS Digit Analysis to analyze dialed strings and select the best route for a call, you must change the digit analysis table to modify call routing. For example, you'll need to update this table to add new area codes or to restrict users from calling specific areas or countries.
Adding a new area code or prefix
Before you begin A common task for system administrators is to configure their system to recognize new area codes or prefixes. When you want to add a new area code or prefix, you look up the settings for the old area code or prefix and enter the same information for the new one.
Tip: Use display toll xxx, where xxx is the prefix you want to add, to see if the new area code or prefix number is set up as a toll call (y) or not. Some users might be disallowed to dial toll call numbers. About this task We will add a new area code. When the California area code, 415, splits and portions change to 650, you will need to add this new area code to your system. Tip: If you do not need to use 1 for area code calls, omit the 1 in steps 1, 4, and 7 in our example. Also, enter 10 in the Total Min and Total Max fields (instead of 11) in step 8. Procedure 1. Type list ars route-chosen 14152223333. 2. Press Enter.
You can use any 7-digit number after 1 and the old area code (415). We used 222-3333. The system displays the ARS Route Chosen Report screen. 3. Write down the Total Min, Total Max, Route Pattern, and Call Type values from this screen. In this example, the Total Min is 11, Total Max is 11, Route Pattern is 30, and the Call Type is fnpa. 4. Type change ars analysis 1650. 5. Press Enter. The system displays the ARS Digit Analysis Table screen.
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Call routing modification
6. Move to a blank Dialed String field. If the dialed string is already defined in your system, the system displays the cursor in the appropriate Dialed String field, where you can make changes.
7. Enter 1650 in the Dialed String field. 8. Enter the minimum and maximum values from step 2 in the Total Mn and Total Mx fields.
In our example, enter 11 in each field. 9. Enter the route pattern from step 2 in the Route Pattern field.
In our example, enter 30 10. Enter fnpa in the Call Type field. 11. Enter the node number from step 2 in the Node Num field.
For our example, leave the node number blank. 12. Press ENTER to save your changes.
To add a new prefix, follow the same directions, except use a shorter dial string (such as list ars route-chosen 2223333, where 222 is the old prefix) and a dial type of hnpa.
Tip: If you change an existing area code for a network with multiple locations, be sure to change the Number Plan Area Code field on the Locations screen.
Using ARS to restrict outgoing calls
About this task With ARS, you can block outgoing calls to specific dialed strings. For example, you can restrict users from making international calls to countries where you do not do business, or in the U.S. you can restrict access to 900 and 976 pay-per-call numbers.
Security alert: To prevent toll fraud, deny calls to countries where you do not do business. The following countries are currently concerns for fraudulent calling.
country Colombia Ivory Coast Mali Nigeria
code 57 225 23 234
country Pakistan Peru Senegal Yemen
code 92 51 221 967
To prevent callers from placing calls to Colombia (57):
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Routing Outgoing Calls
Procedure 1. Type change ars analysis 01157. 2. Press Enter. a. Enter 011 (international access) b. Enter the country code (57) The system displays the ARS Digit Analysis Table screen. 3. Move to a blank Dialed String field. Skip to Step 6 to deny calls to this dialed string If the dialed string is already defined in your system, the system displays the cursor in the appropriate Dialed String field. 4. Enter 01157 in the Dialed String field. 5. Enter 10 in the Total Min and 23 in Total Max fields. 6. Enter deny (denied) in the Route Pattern field. 7. Enter intl in the Call Type field. 8. Press Enter to save your changes.
Overriding call restrictions
Before you begin Verify that the Authorization Codes field on the System Parameters Customer-Options (Optional Features) screen is set to y.
Security alert: You should make authorization codes as long as possible to increase the level of security. You can set the length of authorization codes on the Feature-Related System Parameters screen. About this task You can use authorization codes to enable callers to override a station's calling privileges. For example, you can give a supervisor an authorization code so they can make calls from a telephone that is usually restricted for these calls. Since each authorization code has its own COR, the system uses the COR assigned to the authorization code (and FRL assigned to the COR) to override the privileges associated with the employee's telephone. Note that authorization codes do not override dialed strings that are denied. For example, if your ARS tables restrict users from placing calls to Colombia, a caller cannot override the restriction with an authorization code. We will create an authorization code 4395721with a COR of 2.
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Procedure 1. Type change authorization-code 4395721. 2. Press Enter. The system displays the Authorization Code - COR Mapping screen. 3. In the AC field, type 4395721. 4. In the COR field, enter 2. 5. Press Enter to save your changes.
ARS Partitions
ARS Partitions
Most companies want all their users to be able to make the same calls and follow the same route patterns. However, you might find it helpful to provide special calling permissions or restrictions to a group of users or to particular telephones. With ARS partitioning, you can provide different call routing for a group of users or for specific telephones.
Note: If you used partitioning on a prior release of Avaya Communication Manager and you want to continue to use partitioning, please read this section carefully. In this release of Avaya Communication Manager, partition groups are defined on the Partition Route Table. If you want to define routing based on partition groups, use the Partition Route Table. Partition groups are no longer defined on the Digit Analysis Table. Related links Setting up Time of Day Routing on page 287
Setting up partition groups
Before you begin · Ensure that the Tenant Partitioning field on the System Parameters Customer-Options (Optional Features) screen is y. · Ensure that the Time of Day Routing field on the System Parameters Customer-Options (Optional Features) screen is n.
About this task Let us say you allow your employees to make local, long distance, and emergency calls. However, you have a lobby telephone for visitors and you want to allow users to make only local, toll-free, and emergency calls from this telephone.
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Routing Outgoing Calls
To restrict the lobby telephone, you modify the routing for a partition group to enable only specific calls, such as U.S. based toll-free 1-800 calls, and then assign this partition group to the lobby telephone. To enable 1-800 calls for partition group 2: Procedure
1. Type list ars route-chosen 18002221000. 2. Press Enter.
You can use any 7-digit number following the 1800 to create an example of the dialed string. The system displays the ARS Route Chosen Report screen for partition group 1. 3. Record the route pattern for the selected dialed string. In our example, the route pattern for 1800 is p1. This indicates that the system uses the Partition Routing Table to determine which route pattern to use for each partition.
Note: If there was a number (with no p) under Route Pattern on the Route Chosen Report, then all partitions use the same route pattern. You need to use the Partition Routing Table only if you want to use different route patterns for different partition groups. 4. Press Cancel to return to the command prompt. 5. Type change partition-route-table index 1. 6. Press Enter. The system displays the Partition Routing Table screen. In our example, partition group 1 can make 1800 calls and these calls use route pattern 30. 7. In the PGN2 column that corresponds to Route Index 1, type 30. 8. Press Enter. This tells the system to use route pattern 30 for partition group 2 and allow partition group 2 members to make calls to 1800 numbers.
Assigning a telephone to a partition group
Before you begin To assign an extension to a partition group, first assign the partition group to a COR, and then assign that COR to the extension. Procedure
1. Type list cor. 2. Press Enter.
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Setting up Time of Day Routing
3. The system displays the Class of Restriction Information screen. 4. Choose a COR that has not been used.
In our example, select 3 5. Type change cor 3. 6. Press Enter.
The system displays the Class of Restriction screen. 7. Type a name for this COR in the COR Description field.
In our example, type lobby 8. Enter 2 in the Partitioned Group Number field. 9. Now to assign COR 3 to the lobby telephone at extension 1234:
a. Type change station 1234. b. Press Enter.
The system displays the Station screen for 1234. c. In the COR field, enter 3. d. Press Enter to save your changes.
Setting up Time of Day Routing
Before you begin AAR or ARS must be administered on Communication Manager before you use Time of Day Routing.
· For AAR, verify that either the Private Networking field or the Uniform Dialing Plan field isy on the System Parameters Customer-Options (Optional Features) screen.
· For ARS, verify that the ARS field is y and the Time of Day Routing field is y on the System Parameters Customer-Options (Optional Features) screen.
About this task Time of Day Routing lets you redirect calls to coverage paths according to the time of day and day of the week. You need to define the coverage paths you want to use before you define the time of day coverage plan. You can route calls based on the least expensive route according to the time of day and day of the week the call is made. You can also deny outgoing long-distance calls after business hours to help prevent toll fraud. Time of Day Routing applies to all AAR or ARS outgoing calls and trunks used for call forwarding to external numbers. As an example, we will allow our executives to make long distance calls during business hours. Let us look at the Time of Day Routing Plan before we make any changes To display your Time of Day Routing Plan:
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Routing Outgoing Calls
Procedure 1. Type display time-of-day 1. 2. Press Enter. The system displays the Time Of Day Routing Plan screen for plan 1.
Note: Make a note of the routing plan that is currently in effect. In our example, this plan is for employees who can only make local calls. You can see that in our example, two partition group numbers control time of day routing. PGN 1 begins one minute after midnight (00:01) every day of the week, and is used for after-business hours and all day Saturday and Sunday. PGN 2 is assigned to office hours Monday through Friday, not including noon (12:00) to 1:00 p.m. (13:00). 3. Press Cancel to clear the screen.
Creating a New Time of Day Routing Plan
Procedure 1. Type change time-of-day 2. 2. Press Enter. 3. Type 1 in each field as shown on Time of Day Routing Plan 1. In our example, this is the PGN used for after hours and the lunch hour. 4. Type 3 in all other fields. In our example, PGN 3 uses the route pattern for long-distance calls during business hours. We can save money by using the trunk lines provided by our new long-distance carrier. 5. Press Enter to save your changes. 6. Now assign your new Time of Day Routing Plan 2 to the COR assigned to your executives See Class of Restriction to view where to assign this field. For this example, assume the following: · Jim is the user at extension 1234. · Extension 1234 is assigned a COR of 2. · COR 2 is assigned a Time of Day Plan Number of 1. · The Time of Day Routing Plan 1 is administered as shown in the example above. When Jim comes into work on Monday morning at 8:30 and makes an ARS call (dials the ARS access code followed by the number of the person he is calling), the system checks the Time of Day Plan Number assigned to Jim's COR
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Setting up a Remote user by Network region and Time zone
Because Jim has a COR of 2 with Time of Day Plan Number 1, the system uses Time of Day Routing Plan 1 to route the call. According to Time of Day Routing Plan 1, calls made between 8:00 a.m. and 11:59 a.m. route according to the route pattern set up on PGN 1. If Jim makes a call between 12:00 p.m. and 1:00 p.m. on Monday, the Time of Day Routing Plan 1 is used again. However, this time the call is routed according to PGN 2.
Setting up a Remote user by Network region and Time zone
About this task With your system located in New York and a remote user located in Germany, to create the correct time zone settings: Procedure
1. Type change locations. 2. Press Enter.
The Locations screen displays. 3. In the Name field, enter the name of the location (for instance, Germany). 4. In the first Timezone Offset field, enter + to indicate the time is ahead of the system time. 5. In the second Timezone Offset field, enter 08 for the number of hours difference between
this location and system time. 6. In the Daylight Saving field, enter 1 if this country has daylight saving. 7. Press Enter to save your changes. 8. Type change ip-network-map. 9. Press Enter.
The IP Address Mapping screen displays. 10. In the From IP Address field, enter the IP address for the remote station in Germany. 11. In the To IP Address field, enter the IP address of your system. 12. In the Subnet or Mask field, enter the subnet mask value of your network 13. In the Region field, enter a number that is not being used. In this example, enter 3. 14. Press Enter to save your changes. 15. Type change ip-network-region 3. 16. Press Enter.
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Routing Outgoing Calls
The IP Network Region screen displays. 17. In the Name field, enter the location name for familiarity. 18. In the Location field, enter the number from the Locations screen. In this example, it was
11. 19. Press Next Page until you get to page 3, the Inter Network Region Connection
Management screen. 20. Notice in the src rgn column that a 3 displays, and under dst rgn a 1, indicating that
Network Region 3 (Germany) is connected to Network Region 1 (New York) using Codec Set 1. 21. Press Enter to save your changes See Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for more information on the Multiple Locations feature.
No-cadence call classification modes and End OCM timer
Use the No-cadence call classification modes and End OCM timer feature to improve the call classification time and accuracy used for voice and answering machine call classification.
Setting up no-cadence call classification modes
About this task Procedure
1. Type change system-parameters ocm-call-classification. Press Enter. The system displays the System Parameters OCM Call Classification screen.
2. Set the Cadence Classification After Answer field to n. 3. Press Enter to save your changes.
Setting up End OCM timer and announcement extension
About this task Procedure
1. Type change location-parameters. Press Enter. The system displays the System Parameters OCM Call Classification screen.
2. In the End OCM After Answer (msec) field, type the required timeout value in milliseconds. Valid entries are a number from 100 to 25,000, or blank. In the End of OCM
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Alerting Tone for Outgoing Trunk Calls
Intercept Extension field, type the extension number that you want to assign. The number can be a recorded announcement, a vector directory number, or a hunt group extension. 3. Press Enter to save your changes.
Alerting Tone for Outgoing Trunk Calls
Use the Alerting Tone for Outgoing Trunk Calls feature to apply an alerting tone to an outgoing trunk call after an administrable amount of time.
Setting the outgoing trunk alerting timer
Procedure 1. Enter change cor n, where n is the number of a specific COR. 2. Click Next until you see the Outgoing Trunk Alerting Timer (minutes) field. 3. In the Outgoing Trunk Alerting Timer (minutes) field, specify when the initial alerting tone must be applied to the call. 4. Select Enter to save your changes.
Setting the trunk alerting tone interval
Procedure 1. Enter change system-parameters features. 2. Click Next until you see the Trunk Alerting Tone Interval (seconds) field. 3. In the Trunk Alerting Tone Interval (seconds) field, specify the interval at which the alerting tone must be repeated on the call. 4. Select Enter to save your changes.
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Chapter 12: Setting Up Telecommuting
Communication Manager Configuration for Telecommuting
Telecommuting emphasizes the ability to perform telephony activities while remote from Communication Manager. It is a combination of four features that permit you to remotely perform changes to your station's Coverage and Call Forwarding.
Note:
If you are operating in a Distributed Communications System (DCS) environment, you need to assign a different telecommuting-access extension to each Avaya server and tell your users which extension they should use. A user can set up call coverage from any of the DCS nodes, but needs to dial the telecommuting-access extension of the node on which their station is defined before using the feature access code. You can also set up telecommuting with an IP (internet protocol) telephone. See Adding an H.323 Softphone for more information.
· Coverage of Calls Redirected Off Net (Avaya IQON) allows you to redirect calls off your network onto the public network and bring back unanswered calls for further coverage.
Note:
If a call covers or forwards off-net and an answering machine answers the call, or it is directed to a cellular telephone and a cellular announcement is heard, the server views this call as an answered call. Communication Manager does not bring the call back to the server for further routing.
· You can use the Extended User Administration of Redirected Calls feature to change the direction of calls to your station. This activates the capability to have two coverage-path options. These two path options can be specified on the Station screen; however, unless the Can Change Coverage field is set to y on the Class of Restriction screen, the second path option cannot be populated. For information about Class of Restriction screen, see Avaya Aura® Communication Manager Screen Reference.
· The Personal Station Access feature gives you an extension number, a Merge feature access code, and a personalized security code, and tells you which office telephone you can use. With the Personal Station Access feature, you can take your telephone, as long as the telephones are the same type, anywhere on the same server running Communication Manager.
· The Answer Supervision feature provides supervision of a call directed out of the server either by coverage or forwarding and determines whether Communication Manager should bring the call control back to its server.
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Communication Manager Configuration for Telecommuting
Preparing to configure telecommuting
About this task You can also set up telecommuting with an IP (internet protocol) telephone or IP Softphone. For example, see Adding an H.323 Softphone for more information. Procedure
1. For DCP or ISDN telecommuting, ensure that you have the following equipment: · Call Classifier -- Detector · 1264-TMx software · Communication Manager extender -- switching module or standalone rack mount (Digital Communications Protocol (DCP) or Integrated Services Digital Network (ISDN)) · For more information about this equipment, see the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207.
2. Verify the following fields on the System Parameters Customer-Options (Optional Features) screen are set to y. For information about this screen, see Avaya Aura® Communication Manager Screen Reference. · Cvg Of Calls Redirected Off-Net · Extended Cvg/Fwd Admin · Personal Station Access · Terminal Translation Initialization (TTI) If neither Communication Manager extender nor the System Parameters CustomerOptions (Optional Features) fields are configured, go to the Avaya Support website at http://support.avaya.com.
3. Verify the telecommuting access extension is a direct inward dialing (DID) or a central office (CO) trunk destination for off-premises features to work.
4. Configure TTI for personal station access (PSA). For information about configuring TTI, see Personal Station Access setup.
5. Configure Security Violation Notification for Station Security Codes. For information about Security Violation Notification, see Security Violations Notification setup.
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Setting Up Telecommuting
Configuring telecommuting example
About this task In our example, we set up the telecommuting extension and enable coverage of calls redirected off-net. Procedure
1. Enter change telecommuting-access. 2. In the Telecommuting Access Extension field, enter 1234.
This is the extension you are configuring for telecommuting. 3. Enter change system-parameters coverage. 4. In the Coverage Of Calls Redirected Off-Net Enabled field, enter y.
See Telecommuting Access in Avaya Aura® Communication Manager Screen Reference, for information about and field descriptions on the Telecommuting Access screen.
Personal Station Access setup
With Personal Station Access (PSA, you can associate the preferences and permissions assigned to your own extension with any other compatible telephone. When you request a PSA associate, the system automatically dissociates another extension from the telephone. Preferences and permissions include the definition of terminal buttons, abbreviated dial lists, and class of service (COS) and class of restriction (COR) permissions assigned to your station. Extensions without a COS, such as Expert Agent Selection (EAS) agents or hunt groups, cannot use PSA. PSA requires you to enter a security code and can be used on-site or off-site. Invalid attempts to associate a telephone generate referral calls and are recorded by Security Violation Notification, if that feature is enabled. If you interrupt the PSA dialing sequence by pressing the release button or by hanging up, the system does not log the action as an invalid attempt. Using the disassociate function within PSA, you can restrict the features available to a telephone. When a telephone has been dissociated using PSA, it can be used only to call an attendant, or to accept a TTI or PSA request. You can enable a dissociated set to make other calls by assigning a special class of restriction. When a call that goes to coverage from a PSA-disassociated extension, Communication Manager sends a message to the coverage point indicating that the call was unanswered. If the coverage point is a display telephone, the display shows da for "do not answer." If the coverage point is a voice-messaging system, the messaging system receives an indication from Communication Manager that this call was unanswered, and treats the call accordingly.
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Personal Station Access setup
Note: Once a telephone has been associated with an extension, anyone using the terminal has the capabilities of the associated station. Be sure to execute a dissociate request if the terminal can be accessed by unauthorized users. This is particularly important if you use PSA and DCP extenders to permit remote DCP access.
Preparing to set up Personal Station Access
Procedure 1. Verify that the Personal Station Access field is set to y on the Class of Service screen. For information about this screen, see Avaya Aura® Communication Manager Screen Reference. 2. Verify that the extension has a COS that allows PSA.
Setting up Personal Station Access example
About this task In our example, we specify the TTI State, the Record PSA/TTI Transactions, the class of service, and the feature access codes set up for PSA. Procedure
1. Enter change system-parameters features. 2. Complete the following fields.
a. Enter voice in the TTI State field. b. (Optional) Enter y in the Log CTA/PSA/TTI Transactions in History Log field.
These fields display only when the Terminal Translation Initialization (TTI) Enabled field on this screen is set to y. 3. Enter change cos. 4. Enter y in thePersonal Station Access (PSA) 1 field. 5. Enter change feature-access-codes. 6. Complete the following fields. a. Enter #4in the Personal Station Access (PSA) Associate Code field. This is the feature access code you will use to activate Personal Station Access at a telephone. b. Enter #3 in the Dissociate Code field.
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Setting Up Telecommuting
This is the feature access code you will use to deactivate Personal Station Access at a telephone. See Telecommuting settings changes for information on how to associate or disassociate PSA. See Enterprise Mobility User for information on how to set up the Enterprise Mobility User feature. Related links Telecommuting settings changes on page 306 Enterprise Mobility User on page 178
Placing calls from PSA-dissociated stations
About this task You can allow users to place emergency and other calls from telephones that have been dissociated. To enable this: Procedure
1. Assign a class of restriction (COR) for PSA-dissociated telephones. You do this on the Feature-Related System Parameters screen.
2. Set the restrictions for this COR on the Class of Restriction screen. If you want users to be able to place emergency calls from dissociated telephones, it is also a good idea to have the system send calling party number (CPN) or automatic number identification (ANI) information for these calls. To do this, you must set the CPN, ANI for Dissociated Sets field to y on the Feature-Related System Parameters screen.
Station Security Code setup
A Station Security Code (SSC) provides security to a station user by preventing other users from accessing functions associated with the user's station. Each station user can change their own SSC if they know the station's current settings. You must create a system-wide SSC change feature access code (FAC) before users can change their SSC. You must also provide users with their individual SSC. A user cannot change a blank SSC.
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Assigning an Extender Password example
Creating a Station Security Code example
About this task In our example, we set the station security code for a user. For information about the screens referred in this topic, see Avaya Aura® Communication Manager Screen Reference. Procedure
1. Enter change feature-access-codes. 2. Enter #5 in the Station Security Code Change Access Code field. 3. Enter change system-parameters security. 4. Enter 4 in the Minimum Station Security Code Length field.
This determines the minimum required length of the Station Security Codes you enter on the Station screen. Longer codes are more secure. If station security codes are used for external access to telecommuting features, the minimum length should be 7 or 8. 5. Enter change station 1234. This is the station extension you configured for telecommuting. 6. Enter 4321 in the Security Code field. See Avaya Aura® Communication Manager Screen Reference, for information about and field descriptions on the Station screen. For description of the Station Security Codes feature, see Avaya Aura® Communication Manager Feature Description and Implementation.
Assigning an Extender Password example
About this task You can assign an extender password to a user using Communication Manager. You can assign one password for each Communication Manager port. Use the Remote Extender Personal Computer in the server room to perform this procedure. In this example, we will set a system-generated random password for a user named John Doe. Procedure
1. Double-click the Security icon. 2. Double-click User Password for User 01. 3. Select Enable Password to enable the password. 4. Click random.
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Setting Up Telecommuting
This means that the password is a system generated random number. The system displays a 10-digit number in the Password field. Take note of this number, your user will need it at home to access the server running Communication Manager. 5. Enter Doe, John and click OK. This is the last name and first name of the user. The system returns you to the Password Manager screen. 6. Select CommLink:Select Cards. The system displays a screen containing a list of cards (for example, Card A, Card B, and so on). Each card corresponds to a port on your Avaya Server. 7. Select Card A and click OK. 8. Select CommLink:Upload Password. The system displays the error message screen with the message "Administrator password not loaded". 9. Click OK. 10. Enter 123456 and click OK. 11. Select CommLink:Upload Password. 12. When upload is complete, click OK. 13. Select File:Save As. 14. Enter doe.fil in the File field and click OK to save your changes.
Call Forwarding setup for telecommuting
You can change your call forwarding from any on-site or off-site location using Communication Manager.
Setting up Call Forwarding for telecommuting example
About this task In our example, we assign the feature access codes and class of service to set up call forwarding. Using which your users can forward their calls to another extension. For information about the screens referred in this topic, see Avaya Aura® Communication Manager Screen Reference. Procedure
1. Enter change feature-access-codes.
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Call Forwarding setup for telecommuting
2. Set a 2-digit access code for the following fields. a. Enter Extended Call Fwd Activate Busy D/A field. b. Enter *7 in the Extended Call Fwd Activate All field. c. Enter *6 in the Extended Call Fwd Activate Deactivation field.
This sets the access codes for these features. The system displays the Command prompt. 3. Enter change cos. 4. Set the following fields toy. · Extended Forwarding All · Extended Forwarding B/DA
You can change the forwarding of all your calls from an off-site location using this. 5. Set the Restrict Call Fwd-Off Net field to n.
See Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for a description of the Call Forwarding feature. See Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for a description of the Tenant Partitioning feature.
See Telecommuting settings changes for information on how to change call forwarding.
Interactions for Call Forwarding
· Bridged Appearance
When the pound key (#) is pressed from a bridged appearance immediately following any of this feature's four feature access codes (FACs), the system assumes that the currently active bridged extension will be administered. The station security code of the currently active bridged extension must be entered after the initial # to successfully complete the command sequence.
If the station has only bridged appearances, the station's extension must be dialed after the FAC to successfully complete the command sequence, since the station's extension is not associated with any appearances. · Distributed Communications System
Assign a different telecommuting access extension for each server running Communication Manager. You can use Extended User Administration of Redirected Calls from any of the DCS nodes, but you must dial the extension of the node on which your station is defined before dialing the FAC. · Tenant Partitioning
The telecommuting access extension is always automatically assigned to Tenant Partition 1, so it can be accessed by all tenants.
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Setting Up Telecommuting
The tenant number of the extension being administered must be accessible by the tenant number from which the Extended User Administration of Redirected Calls FAC is dialed or the request is denied. If the FAC is dialed on site, the tenant number of the station or attendant must have access to the tenant number of the extension administered. If the FAC is dialed off site, the tenant number of the incoming trunk must have access to the tenant number of the extension administered.
Coverage options assignment for telecommuting
You can use Communication Manager to assign two previously administered coverage paths and/or time of day coverage tables on the Station screen. Using which telecommuters can alternate between the two coverage paths and/or time of day coverage tables administered to control how their telephone calls are handled. For information about creating a coverage path, see Creating coverage paths. For information about creating a time of day coverage table, see Assigning a coverage path to users. See Telecommuting settings changes for information on how to alternate your coverage path option. Related links Assigning a coverage path to users on page 210 Creating coverage paths on page 209 Telecommuting settings changes on page 306
Assigning coverage for telecommuting example
About this task In our example, we assign two coverage options so a user can choose from either option to control how their calls are handled. For information about the screens referred in this topic, see Avaya Aura® Communication Manager Screen Reference. Procedure
1. Enter change feature-access-codes. 2. Enter #9 in the Change Coverage Access Code field. 3. Enter change cor 1. 4. In the Can Change Coverage field, enter y and select Enter to save your changes. 5. Enter change station 1234.
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Home Equipment Installation
This is the station extension you configured for telecommuting. The system displays the Station screen. 6. Complete the following fields:
a. Enter 2 in the Coverage Path 1 field. b. Enter 8 in the Coverage Path 2 field. See Coverage Path in Avaya Aura® Communication Manager Screen Reference, for information about and field descriptions on the Coverage Path screen. See Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for a description of the Call Coverage feature. See Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for information about the Extended User Administration of Redirected Calls feature.
Home Equipment Installation
You can use Communication Manager to install equipment in your home so that you can use system facilities from off-site. See Communication Manager Configuration for Telecommuting for step-by-step instructions on how to configure your office equipment. See Telecommuting settings changes for step-by-step instructions on how to use your home station.
Preparing to install home equipment
About this task You can also set up telecommuting with an IP (internet protocol) telephone or IP Softphone. For example, see Adding an H.323 Softphone for more information. Procedure
1. For DCP telecommuting, verify that you have the following equipment: · Communication Manager extender remote module · DCP sets (office and home must match)
2. Configure a feature access code for associating your home number to your office number. For information about configuring an associate feature access code, see Personal Station Access setup.
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Setting Up Telecommuting
Installing home equipment example
Procedure 1. Plug the telephone cord into the slot labeled line on the back of the module and into the wall jack. 2. Plug the telephone cord into the slot labeled port on the back of the module and into the slot labeled line on the telephone. 3. Plug the power cord into slot labeled turn on the back of the module and the wall socket. The system displays Go Online on the telephone display. 4. Press 3 (Nxt). The system displays Set Phone Number on the telephone display. 5. Press 2 (OK) to set the telephone number. 6. Enter 5551234 and press Drop. This is the assigned analog telephone number. In some areas, you might need to include your area code (for example, 3035551234). The system displays Set Phone Number on the telephone display. 7. Press 1(Prv). This returns you to the Go Online telephone display. 8. Press 2 (OK). The module dials the number. When the modules connect, the telephone displays Enter Password. 9. Enter 0123456789 and press Drop.
Associating your office telephone number to the home station example
Procedure 1. On your home station, enter #4. This is the associate feature access code. 2. Enter 4321 and press #. This is your extension number. 3. Enter 1996 press #. This is your password.
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Disassociating your home station
Procedure
Press Hold four times.
Remote Access setup
Remote Access setup
Remote Access provides you with access to the system and its features from the public network. Using which you can make business calls from home or use Recorded Telephone Dictation Access to dictate a letter. If authorized, you can also access system features from any on-site extension.
With Remote Access you can dial into the system using Direct Inward Dialing (DID), Central Office (CO), Foreign Exchange (FX), or 800 Service trunks. When a call comes in on a trunk group dedicated to Remote Access, the system routes the call to the Remote Access extension you have assigned. If DID is provided and the Remote Access extension is within the range of numbers that can be accessed by DID, Remote Access is accessed through DID.
Barrier codes provide your system security and define calling privileges through the administered COR. You can administer up to 10 barrier codes, each with a different COR and COS. Barrier codes can be from 4 to 7 digits, but all codes must be the same length. You can also require that users enter an authorization code to use this feature. Both barrier codes and authorization codes are described under Authorization Codes setup.
See Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for a description of the Remote Access feature.
Security alert:
Avaya has designed the Remote Access feature incorporated in this product that, when properly administered by the customer, will enable the customer to minimize the ability of unauthorized persons to gain access to the network. It is the customer's responsibility to take the appropriate steps to properly implement the features, evaluate and administer the various restriction levels, protect access codes and distribute them only to individuals who have been advised of the sensitive nature of the access information. Each authorized user should be instructed concerning the proper use and handling of access codes.
In rare instances, unauthorized individuals make connections to the telecommunications network through use of remote access features. In such an event, applicable tariffs require that the customer pay all network charges for traffic. Avaya cannot be responsible for such charges, and will not make any allowance or give any credit for charges that result from unauthorized access.
If you do not intend to use Remote Access now or in the future, you can permanently disable the feature. If you do decide to permanently disable the feature, it will require Avaya Services intervention to activate the feature again.
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Setting Up Telecommuting
Preparing to setup Remote Access
Procedure 1. Configure the Incoming Destination and Night Service fields on the CO Trunk screen. For information about configuring a CO trunk, see CO, FX, or WATS trunk group administration. 2. Verify that the Authorization Codes field on the System Parameters Customer-Options (Optional Features) screen is set to y. 3. Verify that the SVN Authorization Code Violation Notification Enabled field on the Security-Related System Parameters screen is set to y.
Setting up remote access example
About this task In our example, we set up a remote access extension with maximum security. This assists you in blocking unauthorized people from gaining access to your network. Procedure
1. Enter change remote-access and select Enter. 2. On the Remote Access screen enter 1234 in the Remote Access Extension field.
This is the extension specified in the Incoming Destination field on the CO Trunk screen. 3. Enter 7 in the Barrier Code Length field.
This is the number of digits your barrier code must be when entered. 4. Enter y in the Authorization Code Required field.
This means you must also enter an authorization code when you access the system's Remote Access facilities. For information about setting up access codes, see Authorization Codes setup. 5. Entery in the Remote Access Dial Tone field. This means you hear dial tone as a prompt to enter your authorization code. 6. Enter 1234567 in the Barrier Code field. This is the 7-digit barrier code you must enter to access the system's Remote Access facilities. 7. Type 1 in the COR field. This is the class of restriction (COR) number associated with the barrier code that defines the call restriction features.
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Remote Access setup
8. Enter 1 in the TN field. This is the Tenant Partition (TN) number.
9. Enter 1 in the COS field. This is the class of service (COS) number associated with the barrier code that defines access permissions for Call Processing features.
10. Type the expiration date in the Expiration Date field.
This is the date the barrier code expires. A warning message is displayed on the system copyright screen seven days before the expiration date. The system administrator can modify the expiration date to extend the time interval, if necessary. 11. Enter y in the Disable Following A Security Violation field. This disables the remote access feature following detection of a remote access security violation. 12. Select Enter to save your work.
Disabling remote access permanently
Procedure 1. Enter change remote-access. 2. Enter y in the Permanently Disable field. If you permanently disable this feature, it requires Avaya Services intervention to reactivate the feature. There is a charge for reactivation of this feature. 3. Select Enter to save your work.
Caution:
Your attempt to disable the Remote Access feature will be lost if the server running Communication Manager is rebooted without saving translations. Therefore, execute a save translation command after permanently disabling the Remote Access feature.
Secure Shell remote login
Using Secure Shell (SSH), you can log in remotely to the following:
· Supported gateways · Supported servers · Communication Manager SAT interface on an Avaya common server using port 5022.
The SSH capability provides a secure method for remote access. For more information on supported servers and gateways, see Avaya Aura® Communication Manager Hardware Description and Reference guide.
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Setting Up Telecommuting
Note: You must set up the client device for remote login and configure the device for SSH. For information about understanding the relevant commands for SSH, see your client PC documentation.
Telecommuting settings changes
You can use Communication Manager to associate and disassociate PSA, change the coverage path for your station, change the extension to which you forward your calls, and change your personal station's security code.
Changing Telecommuting settings
Procedure 1. Configure PSA. For information about configuring PSA, see Personal Station Access setup. 2. Assign two coverage options for your system. For information on how to assign coverage options, see Coverage options assignment for telecommuting. 3. Configure call forwarding for your system. For information about configuring call forwarding, see Call Forwarding setup for telecommuting. 4. Configure security codes for a station. For information about configuring personal station security codes, see Assigning an Extender Password example.
Associating PSA example
About this task In this example, we associate PSA (preferences and permissions) assigned to your station with another compatible terminal. Procedure
1. Dial #4. This is the associate PSA feature access code. You hear dial tone.
2. Enter 1234 and press #.
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Telecommuting settings changes
This is your extension. 3. Enter 4321 and press #.
This is your Station Security Code. You hear a confirmation tone.
Disassociating PSA example
About this task In our example, we disassociate PSA from the station you are using. Procedure Dial #3. This is the disassociate PSA feature access code. You are no longer PSA associated to this station.
Changing a coverage option example
About this task In this example, we change the coverage option from path 1 to path 2 from a remote location. Procedure
1. Dial 1234. This is the extension you configured for telecommuting. You hear dial tone.
2. Dial #9 and press #. This is the feature access code you set for changing a coverage path. You hear dial tone.
3. Dial 4321 and press #. This is the extension for which you want to change the coverage path.
4. Dial 87654321. Press #. This is the extension security code.
5. Dial 2. This is the new coverage path. You hear confirmation tone.
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Setting Up Telecommuting
Changing call forwarding example
About this task In this example, we change call forwarding to extension 1235. Procedure
1. Dial 1234. This is the extension you configured for telecommuting.
2. Dial #8 and press #. This is the feature access code you set for activating extended call forward. You hear dial tone.
3. Dial 4321 and press #. This is the extension from which you want to forward calls.
4. Dial 87654321 and press #. This is the extension security code. You hear dial tone.
5. Dial 1235. This is the extension to which you want to forward calls. You hear the confirmation tone.
Changing your personal station security codes example
About this task In this example, we change the security code for extension 1235 from 98765432 to 12345678. Procedure
1. Dial #5. This is the feature access code you set for changing your security code. You hear dial tone.
2. Dial 1235 and press #. This is the extension for which you want to change the security code.
3. Dial 98765432 and press #. This is the current security code for the extension. You hear dial tone.
4. Dial 12345678 and press #. This is the new security code. Security codes can be 3-8 digits long.
5. Dial 12345678.
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Telecommuting settings changes
Press #. This is to confirm your new security code. You hear the confirmation tone.
Note: If you cannot change your security code, Manager 1 can clear the problem using the Clear Audit Summary command.
Interrupting the command sequence for personal station security codes
Procedure 1. To interrupt the command sequence before step 3, choose one of these options: · Disconnect or press the disconnect or recall button before hearing intercept tone in step 3. The system does not log an invalid attempt. You must restart the process at step 1. · Type * before the second # in step 3. You must begin the change sequence at the point of entering your extension in step 2. (You should not enter the FAC again.) · Type * after the FAC has been entered and before the final #. You must restart the process at step 1. 2. To interrupt the command sequence after step 3, type * in steps 4 or 5, you must begin the change sequence at the point of entering the new station security code (SSC) in step 4. If you hear intercept tone in any step, the command sequence has been invalidated for some reason and you must restart the process at step 1. If you hear intercept tone after step 3, the system logs an invalid attempt via the Security Violations Notification (SVN) feature. This is true even if you attempt to interrupt the change sequence with an asterisk.
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Chapter 13: Enhancing System Security
Basic Security recommendations
System security
You can refer to the following checklist to keep your system secure.
No.
Task
Description
Notes
1.
Use Enhanced Access Security
-
Gateway to log in to Communication
Manager, and secure both system
administration and maintenance
ports. Customers with maintenance
contracts have access to the
optional password authentication
interface program.
2.
While attempting to gain access to -
the system, activate Security
Violations Notification (SVN) to
report unsuccessful attempts.
Following a security violation, SVN automatically disables:
· A valid login ID
· Remote access for a barrier code or an authorization code
Table continues...
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Basic Security recommendations
No.
Task
Description
Notes
3.
Use the following to secure trunks: For more information
· Automatic Route Selection (ARS)
about Call Detail Recording, see
· Class of Restriction (COR)
Avaya Aura®
· Facility Restriction Levels (FRL)
Communication Manager Feature
· Alternate Facility Restriction
Description and
Levels (AFRLs)
Implementation,
· Authorization Codes
555-245-205.
· Automatic Circuit Assurance (ACA)
· Forced Entry of Account Codes
4.
For remote access, use Secure
-
Shell (SSH) as a secure protocol.
The SSH capability provides a high
level of security during remote
access. A system administrator
uses the SSH capability to disable
Telnet when Telnet is not required.
5.
Activate Enhanced Call Transfer for -
your voice messaging system, if
available. This call facility limits
transfers to valid extensions. But
you must restrict transfers to
extensions that can offer dial tone to
the caller, such as screen
extensions.
System security
You can refer to the following checklist to keep your system secure. For more information about the various features related to security, see the Avaya Toll Fraud and Security Handbook, 555-025-600 Guide.
1. Use Enhanced Access Security Gateway to log in to Communication Manager, and secure both system administration and maintenance ports. Customers with maintenance contracts have access to the optional password authentication interface program.
2. Activate Security Violations Notification (SVN) to report unsuccessful attempts to access the system. Security Violations Notification lets you automatically disable a valid login ID following a security violation involving that login ID and disable remote access following a security violation involving a barrier code or authorization code.
3. Secure trunks using Automatic Route Selection (ARS), Class of Restriction (COR), Facility Restriction Levels (FRLs) and Alternate Facility Restriction Levels (AFRLs), Authorization Codes, Automatic Circuit Assurance (ACA), and Forced Entry of Account Codes (see Call
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Enhancing System Security
Detail Recording in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for more information). 4. You can log in remotely using Secure Shell (SSH) as a secure protocol. The SSH capability provides a highly secure method for remote access. A system administrator can use the capability to disable Telnet when it is not needed, making for a more secure system. 5. Activate Enhanced Call Transfer for your voice messaging system, if available. This limits transfers to valid extensions, but you must restrict transfers to extensions that can offer dial tone to the caller, such as screen extensions.
Toll Fraud prevention
Preventing toll fraud
Procedure 1. Protect system administration access. Make sure secure passwords exist for all logins using which System Administration or Maintenance can access the system. Change the passwords frequently. Set logoff notification and forced password aging when administering logins. You must assign passwords for these logins at setup time. Establish well-controlled procedures for resetting passwords. 2. Prevent voice mail system transfer to dial tone Activate "secure transfer" features in voice mail systems. Place appropriate restrictions on voice mail access/egress ports. Limit the number of invalid attempts to access a voice mail to five or less. 3. Deny unauthorized users direct inward system access (screen) If you are not using the Remote Access features, deactivate or disable them. If you are using Remote Access, require the use of barrier codes and/or authorization codes set for maximum length. Change the codes frequently. It is your responsibility to keep your own records regarding who is allowed to use which authorization code. 4. Place protection on systems that prompt callers to input digits Prevent callers from dialing unintended digit combinations at prompts. Restrict auto attendants and call vectors from allowing access to dial tone.
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Toll Fraud prevention
5. Use system software to intelligently control call routing Create Automatic Route Selection or World Class Routing patterns to control how each call is to be handled. Use "Time of Day" routing capabilities to limit facilities available on nights and weekends. Deny all end-points the ability to directly access outgoing trunks.
6. Block access to international calling capability When international access is required, establish permission groups. Limit access to only the specific destinations required for business.
7. Protect access to information stored as voice Password restrict access to voice mail mailboxes. Use non-trivial passwords and change passwords regularly.
8. Provide physical security for telecommunications assets Restrict unauthorized access to equipment rooms and wire connection closets. Protect system documentation and reports data from being compromised.
9. Monitor traffic and system activity for abnormal patterns Activate features that "turn off" access in response to unauthorized access attempts. Use Traffic and Call Detail reports to monitor call activity levels.
10. Educate system users to recognize toll fraud activity and react appropriately From safely using calling cards to securing voice mailbox password, train your users on how to protect themselves from inadvertent compromises to the system's security.
11. Monitor access to the dialup maintenance port. Change the access password regularly and issue it only to authorized personnel. Consider activating Enhanced Access Security Gateway. For more information, see "Enhanced Access Security Gateway" in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
12. Create a system-management policy concerning employee turnover and include these actions: a. Delete any unused voice mailboxes in the voice mail system. b. Immediately delete any voice mailboxes belonging to a terminated employee. c. Immediately remove the authorization code if a terminated employee had screen calling privileges and a personal authorization code. d. Immediately change barrier codes and/or authorization codes shared by a terminated employee. Notify the remaining users of the change.
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Enhancing System Security
e. Remove a terminated employee's login ID if they had access to the system administration interface. Change any associated passwords immediately.
13. Back up system files regularly to ensure a timely recovery. Schedule regular, off-site backups.
14. Callers misrepresenting themselves as the "telephone company," "AT&T," "RBOCS," or even known employees within your company might claim to be testing the lines and ask to be transferred to "900," "90," or ask the attendant to do "start 9 release." This transfer reaches an outside operator, using which the unauthorized caller can place a long distance or international call. Instruct your users to never transfer these calls. Do not assume, that if "trunk to trunk transfer" is blocked, this cannot happen. Hackers run random generator Personal Computer programs to detect dial tone. Then they revisit those lines to break barrier codes and/or authorization codes to make fraudulent calls or resell their services. They do this using your telephone lines to incur the cost of the call. Frequently these call or sell operations are conducted at public pay telephones located in subways, shopping malls, or airport locations. See Security Violations Notification setup to prevent this happening to your company.
Security Enforcement
To include an added layer of security, the user must implement the following safeguards to ensure physical security for Communication Manager:
· Unplug and secure attendant console handsets when the attendant position is not in use. · Lock wiring closets and server rooms. · Keep a log book register of technicians and visitors. · Shred information about Communication Manager from folders that you discarded. · Always demand verification of every technician or visitor by asking for a valid identification
proof. · Keep any reports related to trunk access codes, screen barrier codes, authorization codes, or
password information secure. · Keep the attendant console and supporting documentation in the office secured with a
changeable combination lock. Provide the changeable combination number to people who need to enter the office. · Keep any documentation related to the Communication Manager operation secure. · Label all backup tapes or flash cards with correct dates to avoid using an outdated tape or flash card while restoring data.
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Checking system security
You must ensure that all backup media have the correct generic software load.
Checking system security
About this task Here's some of the steps required for indemnification. Use these to analyze your system security. Procedure
1. Remove all default factory logins of cust, rcust, browse, nms, and bcms and assign unique logins with 7-character alphanumeric passwords and a 90-day password aging. Use the list logins command to find out what logins are there.
2. If you do not use Remote Access, be sure to disable it permanently.
Tip: You can use the display remote-access command to check the status of your remote access. To disable Remote Access, on the Remote Access screen, in the Permanently Disable field, enter y.
Note: Avaya recommends that you permanently disable Remote Access using the change remote-access command. If you do permanently disable Remote Access, the code is removed from the software. Avaya charges a fee to restore the Remote Access feature. 3. If you use Remote Access, but only for internal calls, change announcements or remote service observing. a. Use a 7-digit barrier code. b. Assign a unique COR to the 7-digit barrier code. The unique COR must be administered where the FRL is 0, the Calling Party Restriction field is outward, and the Calling Permissions field is n on all unique Trunk Group COR. c. Assign Security Violation Notification Remote to 10 attempts in 2 minutes. d. Set the aging cycle to 90 days with 100 call limit per barrier code. 4. If you use Remote Access to process calls off-net or in any way access the public network: a. Use a 7-digit barrier code. b. Assign a unique COR to the barrier code. c. Restrict the COR assigned to each barrier code by FRL level to only the required calling areas to conduct business.
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Enhancing System Security
d. Set the aging cycle to 90 days with 100 call limit per barrier code.
e. Suppress dial tone where applicable.
f. Administer Authorization Codes.
g. Use a minimum of 11 digits (combination of barrier codes and authorization codes).
h. Assign Security Violation Notification Remote to 10 attempts in 2 minutes.
5. If you use vectors:
a. Assign all Vector Directory Numbers (VDN) a unique COR.
See Avaya Aura® Call Center 5.2 Automatic Call Distribution (ACD) Reference, 07-602568, and Avaya Aura® Call Center 5.2 Call Vectoring and Expert Agent selection (EAS) Reference, 07-600780, for more information.
Note:
The COR associated with the VDN dictates the calling privileges of the VDN/ vector. High susceptibility to toll fraud exists on vectors that have "collect digits" steps. When a vector collects digits, it processes those digits back to Communication Manager and if the COR of the VDN allows it to complete the call off-net, it will do so. For example, the announcement "If you know your party's 4digit extension number, enter it now" results in 4 digits being collected in step 6. If you input "90##" or "900#", the 4 digits are analyzed and if "9" points towards ARS and "0" or "00" is assigned in the ARS Analysis Tables and the VDN COR allows it, the call routes out of the server to an outside local exchange or long distance operator. The operator then connects the call to the requested number.
b. If vectors associated with the VDN do not require routing the call off-net or via AAR, assign a unique COR where the FRL is 0, the Calling Party Restriction field is outward, the Calling Permissions field is n on all unique Trunk Group COR.
c. If the vector has a "route-to" step that routes the call to a remote server via AAR, assign a unique COR with a unique ARS/AAR Partition Group, the lowest FRL to complete an AAR call, and n on all unique COR assigned to your public network trunking facilities on the Calling Permissions.
Assign the appropriate AAR route patterns on the AAR Partition Group using the change aar analysis partition x 2 command.
Tip:
You can use the display aar analysis print command to print a copy of your Automatic Alternate Routing (AAR) setup before making any changes. You can use the printout to correct any mistakes.
d. If the vector has a "route-to" step that routes the call to off-net, assign a unique COR with a unique ARS/AAR Partition Group, the lowest FRL to complete an ARS call, and n on all unique COR assigned to your public network trunking facilities on the Calling Permissions.
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Assign the appropriate complete dial string in the "route-to" step of the vector the unique ARS Partition Group using the change ars analysis partition x 2 command.
6. On the Feature Access Code (FAC) screen, Facility Test Calls Access Code, the Data Origination Access Code, and the Data Privacy Access Code fields, change from the default or remove them.
For information about the Feature Access Code (FAC) screen, see Avaya Aura® Communication Manager Screen Reference.
Note:
These codes, when dialed, return system dial tone or direct access to outgoing trunking facilities. Transfers to these codes can take place via an unsecured vector with "collect digits" steps or an unsecured voice mail system.
7. Restrict Call Forwarding Off Net on every class of service.
See Avaya Aura® Communication Manager Screen Reference, for more information on Class of Service.
Note:
You cannot administer loop-start trunks if Call Forwarding Off Net is required.
8. If loop start trunks are administered on Communication Manager and cannot be changed by the Local Exchange Company, block all class of service from forwarding calls off-net.
In the Class of Service screen, Restriction Call Fwd-Off Net field, set to y for the 16 (0-15) COS numbers.
See Avaya Aura® Communication Manager Screen Reference, for more information on Class of Service.
Note:
If a station is call forwarded off-net and an incoming call to the extension establishes using a loop-start trunk, incorrect disconnect supervision can occur at the Local Exchange Central Office when the call terminates. This gives the caller recall or transfer dial tone to establish a fraudulent call.
9. Administer Call Detail Recording on all trunk groups to record both incoming and outgoing calls.
See Call information collection for more information.
10. On the Route Pattern screen, be careful assigning route patterns with an FRL of 0; these allow access to outgoing trunking facilities.
Avaya recommends assigning routes with an FRL of 1 or higher.
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Note:
An exception might be assigning a route pattern with an FRL of 0 to be used for 911 calls so even restricted users can dial this in emergencies.
Tip:
You can use the list route-pattern print command to print a copy of your FRLs and check their status.
11. On all Trunk Group screens, set the Dial Access field to n.
If set to y, users can dial Trunk Access Codes, thus bypassing all the ARS call screening functions.
See the Trunk Group section of Avaya Aura® Communication Manager Screen Reference, for more information.
12. On the AAR and ARS Digit Analysis Table, set all dial strings not required to conduct business to den (deny).
For information about this screen, see Avaya Aura® Communication Manager Screen Reference.
13. If you require international calling, on the AAR and ARS Digit Analysis Table, use only the 011+ country codes/city codes or specific dial strings.
14. Assign all trunk groups or same trunk group types a unique Class of Restriction.
If the trunk group does not require networking through Communication Manager, administer the Class of Restriction of the trunk group where the FRL is 0, the Calling Party Restriction field is outward, and all unique Class of Restriction assigned to your outgoing trunk groups are n. See Class of Restriction in Avaya Aura® Communication Manager Screen Reference, for more information.
Tip:
You can use the list trunk-group print command to have a printout of all your trunks groups. Then, you can use the display trunk-group x command (where x is the trunk group) to check the COR of each trunk group.
15. Avaya recommends you administer the following on all voice mail ports: · Assign all voice mail ports a unique COR. See Class of Restriction in Avaya Aura® Communication Manager Screen Reference, for more information.
· If you are not using outcalling, fax attendant, or networking, administer the unique COR where the FRL is 0, the Calling Party Restriction field is outward, and all unique trunk group COR on the Calling Permissions are n. See Class of Restriction in Avaya Aura® Communication Manager Screen Reference, for more information.
Note:
Avaya recommends you administer as many layers of security as possible. You can implement Step 9 and Step 16 as a double layer of security. In the event that the voice
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User profile and login administration
mail system becomes unsecured or compromised for any reason, the layer of security on Communication Manager takes over, and vice versa. 16. Administer all fax machines, modems, and answering machines analog voice ports as follows: · Set the Switchhook Flash field to n. · Set the Distinctive Audible Alert field to n. See Station in Avaya Aura® Communication Manager Screen Reference, for more information. 17. Install a Call Accounting System to maintain call records. In the CDR System Parameters screen, Record Outgoing Calls Only field, set to y. See CDR System Parameters in Avaya Aura® Communication Manager Screen Reference, for more information. 18. Call Accounting Systems produce reports of call records. It detects telephones that are being hacked by recording the extension number, date and time of the call, and what digits were dialed.
User profile and login administration
Using the Authentication, Authorization, and Accounting (AAA) services, you can store and maintain administrator account or login information on a central server. Login authentication and access authorization are administered on the central server. For more information about administering user profile and login, see Avaya Aura® Communication Manager Feature Description and Implementation and Maintenance Commands for Avaya Aura® Communication Manager.
Enhanced Access Security Gateway
For more information on Enhanced Access Security Gateway, see "Enhanced Access Security Gateway" in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205. For more information on SVN, see "Security Violations Notification" in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
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Busy Verify for toll fraud detection
This section describes how to use the Busy Verify or Busy Verification feature to detect toll fraud. If you suspect toll fraud, you can interrupt the call on a specified trunk group or an extension number and monitor the call in progress. Callers hear a tone during the call that indicates that the call is being monitored.
Security alert: Listening to the call of another caller can be subject to federal, state, or local regulations. You might need the consent of one or both the parties on the call. Find out and comply with the applicable laws, rules, and regulations when you use the Busy Verify feature.
Preparing to use busy verify for toll fraud detection
Procedure On the Trunk Group screen - page 1, verify the Dial Access field is y. If it is not, go to the Avaya Support website at http://support.avaya.com.
Sample scenario to use the Busy Verify feature for toll fraud detection
Procedure 1. Type change station xxxx. The busy verify button is assigned to the xxxx station. 2. Press Enter. The system displays the Station screen. For this example, type extension 1014. 3. Click Next Page until you see the Site Data fields. 4. In the BUTTON ASSIGNMENTS area, type verify, and press Enter to save your changes. 5. To activate the feature on the telephone, click the Verify button. Then type the Trunk Access Code and the member number to be monitored.
Authorization codes setup
Authorization codes extend call-privilege control to system users and provide an extra level of security for callers using remote access. To maintain system security, Avaya recommends you to use authorization codes.
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Authorization codes setup
For more information about authorization codes setup, see Avaya Toll Fraud and Security Handbook, 555-025-600.
Preparing to setup Authorization Codes
Procedure On the screen, verify the Authorization Codes field is y. If not, go to the Avaya Support website at http://support.avaya.com. This field turns on the feature and permits you to selectively specify levels of calling privileges that override in-place restrictions.
Setting Up Authorization Codes example
Procedure 1. Enter change system-parameters features and press Enter. 2. Click Next until you find the Authorization Code Enabled field. 3. In the Authorization Code Enabled field, entery. This enables the Authorization Codes feature on a system-wide basis. 4. In the Authorization Code Length field, enter 7. This defines the length of the Authorization Codes your users need to enter. To maximize the security of your system, Avaya recommends you make each authorization code the maximum length allowed by the system. 5. In the Authorization Code Cancellation Symbol field, leave the default of #. This is the symbol a caller must dial to cancel the 10-second wait period during which your user can enter an authorization code. 6. In the Attendant Time Out Flag field, leave the default of n. This means a call is not to be routed to the attendant if a caller does not dial an authorization code within 10 seconds or dials an invalid authorization code. 7. In the Display Authorization Code field, enter n. This prevents the authorization code from displaying on telephone sets thus maximizing your security. 8. Select Enter to save your changes. 9. Enter change authorization-code nnnn, where nnnn is the authorization code, and press Enter.
10. In the AC field, enter the authorization code your users must dial.
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In this example, type 4285193. The number of digits entered must agree with the number assigned in the Feature-Related System Parameters screen, Authorization Code Length field.
Note: Remember, all authorization codes used in the system must be the same length. 11. In the COR field, enter the required Class of Restriction number from 0 through 95. In our example, type 1. 12. Enter change trunk-group n, where n is the assigned trunk group number, and press Enter. 13. In the Auth Code field, enter y to require callers to enter an authorization code to tandem a call through an AAR or ARS route pattern. The code will be required even if the facility restriction level of the incoming trunk group is normally sufficient to send the call out over the route pattern. 14. Select Enter to save your changes.
Related information for Authorization Codes
See Class of Restriction in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for more information on setting up dialing out restrictions. See Administering Network Connectivity on Avaya Aura® Communication Manager, 555-233-504, for more information on using trunk access codes. See Facility Restriction Levels and Traveling Class Marks Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205 and Route Pattern in Avaya Aura® Communication Manager Screen Reference, for more information on assigning Facility Restriction Levels. See Call Detail Recording in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, and Station in Avaya Aura® Communication Manager Screen Reference, for more information on using Call Detail Recording (CDR) on station telephones. See Class of Restriction and Station in Avaya Aura® Communication Manager Screen Reference, for more information on using Class of Restriction (COR) on station telephones. See Remote Access in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205 for more information on allowing authorized callers to access the system from remote locations. See Barrier Codes in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205 on page 1341, for information on barrier codes. See AAA Services in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, and Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers for details on administering user profiles and logins.
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Security Violations Notification setup
Security Violations Notification setup
This section describes how to use Security Violations Notification (SVN) to set parameters related to security and to receive notifications when established limits exceed. You can run reports related to attempts of invalid access. You also can disable a login ID or remote access authorization that is associated with a security violation. When a security violation has occurred, there are steps that you can take to be sure that this same attempt is unsuccessful in the future. For more information about how to use SVN, see the Avaya Toll Fraud and Security Handbook, 555-025-600 Guide.
Sample scenario for setting up SVN
Procedure 1. Type change system-parameters security, and press Enter to open the Security-Related System Parameters screen. 2. Enter y in the SVN Login Violation Notification Enabled field. This sets Security Violations Notification login violation notification.
Note: If you are not using Security Violation Notification for logins, entern in the SVN Login Violation Notification Enabled field and go to Step 6. 3. In the Originating Extension field, enter 3040. This becomes the telephone extension for the purpose of originating and identifying SVN referral calls for login security violations. 4. In the Referral Destination field, enter attd to send all calls to the attendant. This is the telephone extension that receives the referral call when a security violation occurs. 5. Select Enter to save your changes.
Note: If you are not using Remote Access, go to Step 9. 6. (Optional) Type change remote-access and press Enter. 7. (Optional) In the Disable Following A Security Violation field, type y. This disables Remote Access following detection of a remote access security violation. 8. (Optional) Press Enter to save your changes. 9. Type change station xxxx, where xxxx is the station to be assigned the notification halt button and press Enter.
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10. In the BUTTON ASSIGNMENTS section, type one of the following: · asvn-halt -- The Authorization Code Security Violation Notification call is activated when an authorization code security violation is detected. This applies only if you are using authorization codes. · lsvn-halt -- The Login Security Violation Notification call is activated a referral call when a login security violation is detected. · rsvn-halt -- The Remote Access Barrier Code Security Violation Notification call is activated as a call referral. This applies only if you are using Remote Access barrier codes. · ssvn-halt -- The Station Code Security Violation Notification call is activated when a station code security violation is detected. This applies only if you are using station codes.
Note: Any of the above 4 security violations will cause the system to place a notification call to the designated telephone. The call continues to ring until answered. To stop notification of any further violations, press the button associated with the type of violation. 11. Press Enter to save your changes.
Enhanced security logging
Enhanced security logging increases the granularity of logging of user activity, using which you can specify an external server or Linux syslog to which Communication Manager can send a copy of system logs. Enhanced security logging consolidates several existing Communication Manager log files, and routes copies of the files to an industry standard external log server or the internal Linux syslog server. SAT activities are logged according to a logging level set by the administrator using the SAT Logging Levels screen. On the Integrated Management Maintenance web pages, use the Syslog Server screen to enable or disable the ability to send logs to an external server, and to specify the logs to be sent.
Configuring syslog server
About this task Use the Server Log Files page to select the logs that you want to send to an external syslog server. You can specify the types of logs that you want to send to remote servers. For example, Security, CM IP, Command, Kernel, and Messages.
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Configuring log retention period
Procedure 1. Log in to Communication Manager System Management Interface. 2. On the Administration menu, click Server (Maintenance). 3. In the left navigation pane, under Security, click Server Log Files and do the following: 4. In Enabled, select Yes or No. 5. In Protocol, click the method to transfer the syslogs. The options are: · UDP · TCP · TLS 6. In Port, type the port number of the remote syslog server. 7. In Server IP/FQDN, type the FQDN or IP address of the remote syslog server. 8. Click Submit.
Configuring log retention period
About this task Use the Server Log Files page to configure the retention period and log file size for storing the logs that contain privacy-related data. You can configure log retention for the following log types:
· Command History · CM logs/MST Trace · Linux Messages · CDR Logs You can configure Command History, CM Logs/MST Trace, and Linux Messages log types using Communication Manager SMI, and CDR logs using Communication Manager SAT interface. For more information on CDR logs, see Avaya Aura® Communication Manager Screen Reference guide. Procedure 1. Log in to Communication Manager System Management Interface. 2. On the Administration menu, click Server (Maintenance). 3. In the left navigation pane, under Security, click Server Log Files.
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4. In the Log Retention Period section, do the following: a. In the Days field, enter the number of days for which you want to retain the logs. b. In the Capacity field, enter the size of the logs in MB that you want to retain for each log type.
5. Click Submit. 6. (Optional) To push the log retention configuration to the ESS and LSP servers, go to
Communication Manager SAT interface and run the following command: save trans all .
Station lock
Station Lock overview
Using the Station Lock feature, users can lock their telephones to prevent other callers from using their telephones. To lock the phone, use a Feature Access Code (FAC) on an analog telephone. On a digital telephone, use an FAC or a feature button. Station Lock facilitates:
· Blocking of unauthorized outgoing calls · Placing of outgoing emergency calls · Receiving incoming calls The feature button will light when the user will press the button to activate Station Lock. When a user attempts to place a call, the system generates a special dial tone to indicate that the Station Lock feature is active. H.323 or DCP phones support the Station Lock functionality of Communication Manager. SIP phones do not support the functionality. If a digital or an IP telephone has a Station Lock button, but uses an FAC to activate the feature, the system generates the special tone. If a digital or an IP telephone has a Station Lock button and uses this button to activate the feature, the system generates the special tone too. If a digital or an IP telephone does not have a Station Lock button and uses an FAC to activate the feature, the system generates the special tone. On a digital telephone, use a Station Lock button instead of an FAC to activate Station Lock. Any user who knows the systemwide FAC for Station Lock and the Station Security Code (SSC) of a specific telephone can lock or unlock the telephone. A user can also lock or unlock a telephone from a remote location.
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Station lock
The attendant console can lock or unlock other telephones. The attendant console cannot be locked.
Preparing to set up Station Lock
Procedure Be sure the Station Lock COR field on the Class of Restriction screen has the COR that the user is using to define the calling restrictions.
Setting up Station Lock with a Station Lock button example
About this task We will set Station Lock to allow authorized users to access the system through a particular station (extension 7262). Procedure
1. Enter change station 7262. 2. In the Security Code field, enter a security code of up to 8 digits.
In the COR field, leave the default at 1. 3. In the BUTTON ASSIGNMENTS section, type sta-lock. 4. Select Enter to save your changes. 5. Type change cor 1 and press Enter. 6. In the Calling Party Restriction field, type none.
This means that no calling party restrictions exist on extension 7262. 7. In the Station Lock COR field, type 2. 8. Select Enter to save your changes. 9. Type change cor 2 and press Enter. 10. In the Calling Party Restriction field, verify it is outward. 11. Select Enter to save your changes.
Now when extension 7262 activates Station Lock, calling restrictions are determined by the Station Lock COR, COR 2. Based on the administration of COR 2, extension 7262 is disallowed to call outside the private network. When Station Lock is inactive on extension 7262, calling restrictions are determined by the COR administered on the Station screen, COR 1. In this example, when extension 7262 is unlocked, calls outside the private network are allowed.
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Setting up Station Lock without a Station Lock button example
About this task To set Station Lock on an analog, x-mobile, or digital telephone without a Station Lock button (extension 7262 and use a feature access code of 08): Procedure
1. Enter change station 7262. 2. In the Security Code field, enter a security code of up to 8 digits.
In the COR field, leave the default at 1. This means that anyone can call outside on extension 7262. 3. Select Enter to save your changes. 4. Enter change system-parameters features. 5. In the Special Dial Tone field, type y for an audible tone indicating the station is locked. 6. Press Enter to save your changes. 7. Type change feature-access-codes and press Enter. 8. Move the cursor to the Station Lock Activation field. 9. In the Activation field, type *08. 10. In the Deactivation field, enter #08. 11. SelectEnter to save your changes. Now when a user activates Station Lock, no one can call outside from extension 7262.
Station Lock by time of day
With Communication Manager 4.0 and later, you can lock stations using a Time of Day (TOD) schedule. To engage the TOD station lock or unlock, you do not have to dial the station lock or unlock FAC. When the TOD feature activates the automatic station lock, the station uses the COR assigned to the station lock feature for call processing. The COR used is the same for manual station locks. The TOD lock or unlock feature does not update displays automatically because the system would have to scan through all stations to find the ones to update. The TOD Station Lock feature works as follows:
· If the station is equipped with a display and the station invokes a transaction which is denied by the Station Lock COR, the system displays Time of Day Station Locked. Whenever the station is within a TOD Lock interval and the special dial tone is administered, the user hears a special dial tone instead of the normal dial tone.
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Station lock
· For analog stations or without a display, the user hears a special dial tone. The special dial tone has to be administered, and the user hears the special dial tone when the station is off hook.
After a station is locked by TOD, it can be unlocked from any other station if the Feature Access Code (FAC) or button is used. You have to also know the Station Security Code, and that the Manual-unlock allowed? field on the Time of Day Station Lock Table screen is set to y. Once a station has been unlocked during a TOD lock interval, the station remains unlocked until next station lock interval becomes effective. If the station was locked by TOD and by Manual Lock, an unlock procedure will unlock the Manual Lock as well as the TOD Lock ("Manual-unlock allowed?" field on the Time of Day Station Lock Table screen is set to y). The TOD feature does not unlock a manually locked station.
Note: The attendant console cannot be locked by TOD or manual station lock.
Screens for administering Station Lock
Screen name COR Feature Access Code (FAC) Station
Time of Day Station Lock Table
Feature Related System Parameters
Purpose
Administer a COR for the user to activate Station Lock with an FAC.
Fields Station Lock COR
Assign an FAC for Station Lock activation, and another FAC for Station Lock Deactivation.
Station Lock Activation Station Lock Deactivation
Assign the user a COR to activate COR
Station Lock with an FAC.
Time of Day Lock Table
Assign a sta-lock feature button for a user.
Assign a Station Security Code (SSC) for a user.
Any available button field in the BUTTON ASSIGNMENTS area
Security Code
Administer station lock by time of Table Active
day.
Manual Unlock Allowed
Enable special dial tone.
Time Intervals Special Dial Tone
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Enhancing System Security
Security Violations responses
When a security violation occurs, there are steps that you can take to be sure that this same attempt is unsuccessful in the future.
Enabling remote access
About this task You may have to enable Remote Access that has been disabled following a security violation, or disabled manually. Procedure
1. Log in to Communication Manager using a login ID with the correct permissions. 2. Enter enable remote-access.
Disabling remote access
About this task There might be occasions when you have to disable remote access for one of your users because of a security violation. Procedure
1. Log in to Communication Manager using a login ID with the correct permissions. 2. Enter disable remote-access.
Hot Desking Enhancement
Hot Desking is a generic term for features that help you to lock and unlock your telephones or to move a fully customized station profile to another compatible telephone. Hot Desking enhances the existing features:
· IP Login/Logoff · PSA Association/Dissociation · Station Lock and Time of Day Station Lock Hot Desking Enhancement (HDE) is limited to the 96xx and 96x1 series H.323 IP telephones. It does not require any special license to be operational. Parts of the enhancement require firmware changes for the telephones. Only the 96xx and 96x1 series H.323 IP telephones with the appropriate firmware change support the full range of HDE. The Hot Desking Enhancement Station Lock field is available on page 3 of the Feature-Related System Parameters screen.
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Security Violations responses
Hot Desking interaction with PSA
The Hot Desking Enhancement (HDE) feature displays PSA Login information. You can invoke Personal Station Access (PSA) using H.323 IP telephones. If the Hot Desking Enhancement is activated, the telephone displays a text message to inform you how to log in again after PSA logoff. The message is sent to all telephones, including IP (H.323) telephones, if the Hot Desking Enhancement Station Lock field on the Feature-Related System Parameters screen is set to y.
Note:
The message is not sent to H.323 telephones on PSA Logoff. If an H.323 telephone is in state PSA Logoff and IP Login is used instead of PSA Login the display text of SA8582 is shown after going off hook or on hook. After dialing the FAC for PSA Login the text disappears.
The message used for displaying the PSA Login information is a non-call associated message, which gets shown at the top of an IP (H.323) telephone.
The Hot Desking Enhancement Station Lock field on the System-Parameters Features screen controls the feature.
Station Lock
Use the Station Lock feature to lock a telephone to prevent others from placing outgoing calls from the telephone.
Hot Desking with Station Lock restrictions
Parts of the Hot Desking Enhancement (HDE) feature apply only to telephones with firmware changes, while other parts apply to all telephones. The table here provides an overview. For information on firmware vintage number, go to the Avaya Support website at http:// support.avaya.com.
HDE Feature
PSA Logoff Display Login Information Station Lock No access to telephone capabilities (Note 1)
96xx and 96x1 H.323
with FW changes
X
96xx and 96x1 H.323
without FW changes
X
Other sets with
display
X
Other sets without display
X
X
Table continues...
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Enhancing System Security
HDE Feature
Station Lock Extension to Cellular blocked (no make, answer and bridge) Station Lock Bridged appearances blocked Station Lock Limited Access to Feature Access Codes and Feature Buttons
96xx and 96x1 H.323
with FW changes
X
96xx and 96x1 H.323
without FW changes
X
Other sets with
display
X
Other sets without display
X (Note 2)
X
X
X
X
(Note 3)
X
X
X
X
Note 1: Telephone capabilities are call log, Avaya menu, contact list, USB access and redial button. Note 2: If the set offers Extension to Cellular. Note 3: If the set offers bridged appearances.
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Chapter 14: Data Encryption
Note:
From Release 8.1.2, Avaya Aura® applications support the file system data encryption feature. This requires a new encryption capable variant of Release 8.1E OVA as prerequisite. The encryption can be enabled only at the time of deploying Avaya Aura® application 8.1E OVA. If you want to execute data encryption commands, then you must deploy Release 8.1E OVA and then apply Release 8.1.2 or later patch on it.
For more information on the encryption commands, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
From Release 8.1.2, you can enable or disable data encryption for Avaya Aura® applications at the time of deployment. Data Encryption is supported only for Appliance Virtualization Platform and VMware Virtualized Environment. Once you deploy the application with data encryption, you cannot disable data encryption after deployment.
In a software-only environment, the customer must enable the encryption at the operating system (OS) level. To be Data Privacy compliant, the customer must first encrypt the OS and apply the Release 8.1.2 or later patch.
For Data Privacy configuration, the software-only customer has the ability to protect data-in-transit, by utilizing the configuration to specify that TLS connections will be used in all situations like signaling, control, and log transport. Communication Manager Release 8.1.2 provides some further enhancements for TLS coverage to include CDR streaming and Communication Manager-to-CMS control channel.
For Data Privacy configuration for log retention, the software-only customer has the ability to deploy Release 8.1.2 features.
By enabling Data Encryption, your Communication Product's certain Operational data and Log Files will be encrypted. You will be prompted to enter a passphrase that will be used to create or access an encryption key. You must remember the encryption passphrase, if not it can result in locking up the system. Secondly, you will be asked to configure the option for local key storage.
It is important to note that the encryption of the disk may have a performance impact. For further information, refer to the Avaya Product Administration guide(s). Before you select an encryption option, please read the Data Privacy Guideline so that you may better understand these options.
By disabling Data Encryption, your Communication Product's Operational data and Log Files will not be stored in encrypted partitions.
If encryption is enabled and the Require Encryption Pass-Phrase at Boot-Time check box is selected, you need to reenter the encryption passphrase whenever the application reboots.
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Data Encryption
During reboot, the application prompts you to enter the encryption passphrase on VM console at first boot and upon entering the correct encryption passphrase, the system mounts all the encrypted disks. If encryption is enabled and the Require Encryption Pass-Phrase at Boot-Time check box is not selected during OVA deployment, the application creates the Local Key Store and the system does not prompt you to type the encryption passphrase whenever the application reboots to mount the encrypted disks. You can also set up the remote key server by using the encryptionRemoteKey command after the deployment of the application. The following users can run the data encryption commands:
· Customer defined privileged account · Any profile 18 user · Root user Encryption of Communication Manager partitions When you enable data encryption for Communication Manager, the system encrypts the following partitions that have personal data. · /var/home · /var/log · /var/log/audit · /var/xln
Remote Key Server
When you enable data encryption for an application, you can set up remote key server. You can add multiple remote key servers. When you add a remote key server for the first time, the application disables the local key store. You can enable the local key store again after adding a remote key server. However, it is not recommended to enable local key store when the remote key server configuration exists. If there is only one empty slot, then you cannot add a new remote key server or a new passphrase. The last empty slot is a "reserved" slot and you can use that only for changing the passphrase. Application checks for the remote key server accessibility every 15 minutes. If any of the remote key server goes down, the application generates a Warning alarm. If all remote key servers are not accessible, then the application generates a Minor alarm.
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Data Encryption password policy
Data Encryption password policy
The encryption passphrase must meet the following requirements: · Must contain at least eight characters. · Must contain at least one of each: an uppercase letter, a lowercase letter, a numerical, and a special character.
Ensure that you keep the encryption passphrase safe. You need the encryption passphrase later.
Data encryption commands
The following CLI commands are available to make changes to the data encryption settings.
encryptionPassphrase command
Using the encryptionPassphrase command you can manage the encryption passphrase after deploying the application.
Syntax
encryptionPassphrase [add | change | remove | list]
add
Displays the prompts to add the encryption passphrase.
change Displays the prompts to change the encryption passphrase.
remove Removes the encryption passphrase.
list
Displays the encryption passphrase and slot assignment.
Considerations You must deploy the application with data encryption.
Adding encryption passphrase
About this task Use the encryptionPassphrase add command to add encryption passphrase. You can add a maximum of seven encryption passphrases, if free slots are available. Procedure
1. Log in to the application command line interface with administrator privileged credentials. 2. Type encryptionPassphrase add. 3. In Enter existing passphrase, type the encryption passphrase.
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Data Encryption
4. In Enter new Passphrase, type the new encryption passphrase. 5. In Retype Passphrase, retype the encryption passphrase.
Changing encryption passphrase
About this task Use the encryptionPassphrase change command to change the existing encryption passphrase. Procedure
1. Log in to the application command line interface with administrator privileged credentials. 2. Type encryptionPassphrase change. 3. At the prompt, in Current Passphrase, type the encryption passphrase. 4. In Enter new Passphrase, type the new encryption passphrase. 5. In Retype Passphrase, retype the encryption passphrase.
The application displays the following message. Passphrase successfully changed.
Displaying encryption passphrase and slot assignment
About this task
Use the encryptionPassphrase list command to list the slots assignment, encryption passphrase, and remote server details.
Procedure
1. Log in to the application command line interface with administrator privileged credentials.
2. Type encryptionPassphrase list.
The application displays the details based on the system configuration.
Slot
Status
Passphrase/Remote Server
------------------------------------------------
Key Slot 0: ENABLED
Passphrase
Key Slot 1: ENABLED
Passphrase
Key Slot 2: ENABLED
Passphrase
Key Slot 3: ENABLED
Passphrase
Key Slot 4: ENABLED
Passphrase
Key Slot 5: Disabled empty
Key Slot 6: Disabled empty
Key Slot 7: Disabled empty
If key slots 0 to 6 are full, then key slot 7 will be Reserved.
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Data encryption commands
Removing encryption passphrase
About this task Use the encryptionPassphrase remove command to remove the existing encryption passphrase. You cannot remove all encryption passphrases, the application retains minimum one encryption passphrase. If you attempt to delete the last encryption passphrase, the system displays the following message: The last passphrase cannot be removed! Procedure
1. Log in to the application command line interface with administrator privileged credentials. 2. Type encryptionPassphrase remove. 3. At the prompt, in Passphrase to remove, type the existing encryption passphrase.
The application displays the following message. Passphrase successfully removed.
encryptionRemoteKey command
Using the encryptionRemoteKey command you can manage the remote key server after deploying the application.
Syntax
encryptionRemoteKey [add | remove | list]
add
Displays the prompts to add the remote key server.
remove
Removes the remote key server.
list
Displays the remote key server and slot assignment.
Considerations You must deploy the application with data encryption.
Adding remote key server
Before you begin Ensure that the remote key server is configured and accessible. Procedure
1. Log in to the application command line interface with administrator privileged credentials. 2. Type encryptionRemoteKey add <Address> <Port>.
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Data Encryption
Where:
Address is the IP address or FQDN of the remote key server.
Port is the port number of the remote key server. If you do not enter the port number the application uses the value of default port as 80. 3. In Enter existing passphrase, type the existing encryption passphrase.
If the remote key server is not configured, the application displays the following message.
Remote key server not found
If the remote key server is configured, the application adds the remote key server. When you add a remote key server for the first time, the application disables the local key store.
Removing remote key server
About this task Use the encryptionRemoteKey remove command to remove the existing remote key server. Procedure
1. Log in to the application command line interface with administrator privileged credentials. 2. Type encryptionRemoteKey remove <Address>.
Where: Address is the IP address or FQDN of the remote key server. You must use the same IP address or FQDN value that you used to add the remote key server. 3. In Passphrase, type the existing encryption passphrase. The application removes the remote key server and displays the following message: RemoteKey successfully removed.
Displaying remote key server and slot assignment
About this task
Use the encryptionRemoteKey list command to list the slots assignment, encryption passphrase, and remote server details.
Procedure
1. Log in to the application command line interface with administrator privileged credentials.
2. Type encryptionRemoteKey list.
The application displays the details based on the system configuration.
Slot
Status
Passphrase/Remote Server
------------------------------------------------
Key Slot 0: ENABLED
Passphrase
Key Slot 1: ENABLED
<IP Address of Remote Key Server>
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Key Slot 2: ENABLED Key Slot 3: DISABLED Key Slot 4: DISABLED Key Slot 5: DISABLED Key Slot 6: DISABLED Key Slot 7: DISABLED
Passphrase empty empty empty empty empty
Data encryption commands
encryptionLocalKey command
Using the encryptionLocalKey command you can enable or disable the local key store after deploying the application with data encryption.
Syntax
encryptionLocalKey [enable | disable]
enable
Enables the local key store.
disable
Disables the local key store.
Considerations You must deploy the application with data encryption.
Enabling local key store
About this task Use the encryptionLocalKey enable command to enable the local key store. Procedure
1. Log in to the application command line interface with administrator privileged credentials. 2. Type encryptionLocalKey enable. 3. At the prompt, in Enter existing passphrase, type the existing encryption passphrase.
If the local key store is already enabled, the application displays the following message. Local key store is already enabled.
Disabling local key store
About this task Use the encryptionLocalKey disable command to disable the local key store. Procedure
1. Log in to the application command line interface with administrator privileged credentials. 2. Type encryptionLocalKey disable.
The application displays the following message. Local keystore removed
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Data Encryption
Local Key Store is now disabled.
Viewing data encryption status
About this task The encryptionStatus command displays information about encryption on the system. Procedure
1. Log in to the application command line interface with administrator privileged credentials. 2. Type encryptionStatus. 3. When the system prompts, type the password.
For example, if the local key store is configured, the system displays the following status:
Data Encryption: enabled Local Key Store: enabled Encryption Passphrase Required at Boot-time: no
For example, if the remote key server is configured, the system displays the following status:
Data Encryption: enabled Local Key Store: disabled Encryption Passphrase Required at Boot-time: yes remoteKeyServers: <remoteServer1: <remoteServerIPAddress> accessible>
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Chapter 15: Managing Trunks
Tips for working with trunk groups
You'll find detailed procedures for administering specific trunk groups elsewhere in this chapter. However, there's more to working with trunks than just administering trunk groups.
Following a process when working with trunk groups
About this task Trunking technology is complex. Following a process can prevent mistakes and save you time. Avaya recommends following the process below (some steps might not apply to your situation) to set up new trunks and trunk groups,: Procedure
1. Install the necessary circuit packs and perform any administration the circuit pack requires. 2. Connect the appropriate ports to your network service provider's trunks. 3. Administer a trunk group to control the operation of the trunks. 4. Assign the ports you're using to the trunk group. 5. For outgoing or 2-way trunks, administer Automatic Route Selection so Communication
Manager knows which outgoing calls to route over this trunk group. 6. Test your new trunk group by placing a variety of call using the trunk access code.
Using the trunk access code, place a variety of calls. See Modifying Call Routing for detailed information on Automatic Route Selection.
Service provider coordination for trunk groups
Depending on the type of trunk you want to add, the vendor might be your local telephone company, a long distance provider, or some other service provider. Key settings on Communication Manager must be identical to the same settings on the provider's equipment for your trunks to work. Clear, frequent communication with your provider is essential -- especially since some providers might use different terms and acronyms than Avaya does!
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Managing Trunks
Once you decide that you want to add a new trunk, contact your vendor. The vendor should confirm the type of signal you want and provide you with a circuit identification number for the new trunk. Be sure to record any vendor-specific ID numbers or specifications in case you ever have any problems with this trunk.
Records keeping for trunk groups
In addition to recording vendor-specific information such as ID numbers, you should record the following information about every trunk group you have.
The questions you need to answer What type of trunk group is it?
Which telephone numbers are associated with each trunk group?
Is the service from your network service provider sending digits on incoming calls?
The kind of information you need to get
You need to know what kind of trunks these are (central office (CO), foreign exchange (FX), and so on.) and whether they use any special services (such as T1 digital service). You also need to know what kind of signaling the group uses. For example, you might have a CO trunk group with ground-start signaling running on a robbed-bit T1 service.
For incoming or two-way trunk groups:
1. What number or numbers do outside callers use to call into your server over this group?
2. What is the destination extension to which this trunk group delivers calls? Does it terminate at an attendant or a voice-mail system?
For outgoing trunk groups:
· What extensions can call out over this trunk group?
Direct Inward Dial and Direct Inward/Outward Dial trunks send digits to Communication Manager. Tie trunks can send digits, depending on how they're administered. You need to know:
· How many digits is your service provider sending?
· Are you inserting any digits? What are they?
· Are you absorbing any digits? How many?
· What range of numbers has your service provider assigned you?
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CO, FX, or WATS trunk group administration
Helpful tips for setting common trunk group fields
The procedures in this section cover the specific fields you must administer when you create each type of trunk group. Here are some tips for working with common fields that are available for most trunk groups.
· Dial Access -- Type y in this field to route calls through an outgoing or two-way trunk group by dialing its trunk access code.
Security alert: Calls dialed with a trunk access code over Wide Area Telecommunications Service (WATS) trunks are not validated against the ARS Digit Analysis Table, so users can dial anything they need. For security, you might want to leave the field set to n unless you need dial access to test the trunk group. · Outgoing Display -- Type y in this field so that the display telephones can show the name and group number of the trunk group used for an outgoing call. This information might be useful to you when you're trying to diagnose trunking problems. · Queue Length -- Don't create a queue for two-way loop-start trunks, or you might have a problem with glare (the interference that happens when a two-way trunk is seized simultaneously at both ends). · Trunk Type -- Use ground-start signaling for two-way trunks whenever possible: ground-start signaling avoids glare and provides answer supervision from the far end. Try to use loop-start signaling only for one-way trunks.
Trunk group related information
See the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207, for information on the types of circuit packs available and their capacities. See your server's Installation manual for circuit-pack installation instructions.
CO, FX, or WATS trunk group administration
Basic administration for Central Office (CO), Foreign Exchange (FX), and WATS trunk groups is identical, so we've combined instructions for all 3 in the following procedure. In most cases, Avaya recommends leaving the default settings in fields that aren't specifically mentioned in the following instructions. Go to the Avaya Support website at http://support.avaya.com for more information. Your settings in the following fields must match your provider's settings:
· Direction · Comm Type
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Managing Trunks
· Trunk Type
Caution: Use the list above as a starting point and talk to your service provider. Depending on your particular application, you might need to coordinate additional administration with your service provider.
Preparing to add a CO, FX, or WATS trunk group
Procedure Before you administer any trunk group, verify you have one or more circuit packs of the correct type with enough open ports to handle the number of trunks you need to add. To find out what circuit packs you need, see the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207.
Adding a CO, FX, or WATS trunk group example
About this task As an example, we will set up a two-way CO trunk group that carries voice and voice-grade data only. Incoming calls terminate to an attendant during business hours and to a night service destination the rest of the time. We're adding trunk group 5 as an example. Procedure
1. Enter add trunk-group next. 2. In the Group Type field, type co.
This field specifies the kind of trunk group you're creating. 3. In the Group Name field, enter Outside calls.
This name will be displayed, along with the group number, for outgoing calls if you set the Outgoing Display field to y. You can type any name up to 27 characters long in this field. 4. In the COR field, enter 85. This field controls which users can make and receive calls over this trunk group. Assign a class of restriction that's appropriate for the COR calling permissions administered on your system. 5. In the TAC field, enter105. This field defines a unique code that you or your users can dial to access this trunk group. The code also identifies this trunk group in call detail reports. 6. In the Direction field, enter two-way.
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DID trunk group administration
This field defines the direction of traffic flow on this trunk group. 7. In the Night Service field, enter 1234.
This field assigns an extension to which calls are routed outside of business hours. 8. In the Incoming Destination field, enterattd.
This field assigns an extension to which incoming calls are routed during business hours. By entering attd in this field, incoming calls go to the attendant and the system treats the calls as Listed Directory Number calls. 9. In the Comm Type field, enter voice. This field defines whether a trunk group can carry voice, data, or both. Analog trunks only carry voice and voice-grade data. 10. In the Trunk Type field, enter ground-start. This field tells the system what kind of signaling to use on this trunk group. To prevent glare, Avaya recommends ground start signaling for most two-way CO, FX, and WATS trunk groups. 11. Press Next Page until you find the Outgoing Dial Type field. 12. In the Outgoing Dial Type field, enter tone. This field tells Communication Manager how digits are to be transmitted for outgoing calls. Entering tone actually allows the trunk group to support both dual-tone multifrequency (DTMF) and rotary signals, so Avaya recommends that you always put tone in this field. 13. In the Trunk Termination field, enter rc. Use rc in this field when the distance to the central office or the server at the other end of the trunk is more than 3,000 feet. If you do not know the distance to your central office, check with your service provider. 14. Select Enter to save your changes. Now you are ready to add trunks to this trunk group. See Adding trunks to a trunk group example.
DID trunk group administration
In most cases, Avaya recommends leaving the default settings in fields that aren't specifically mentioned in the following instructions. Go to the Avaya Support website at http:// support.avaya.com for more information. For Direct Inward Dialing (DID) trunk groups, settings in the following fields must match your provider's settings:
· Direction · Comm Type
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Managing Trunks
· Trunk Type · Expected Digits (only if the digits your provider sends do not match your dial plan)
Caution: Use the list above as a starting point and talk to your service provider. Depending on your particular application, you might need to coordinate additional administration with your service provider.
Preparing to add a DID trunk group
Procedure Before you administer any trunk group, verify you have one or more circuit packs of the correct type with enough open ports to handle the number of trunks you need to add. To find out what circuit packs you need, see the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207.
Tip: In the DID/Tie/ISDN Intercept Treatment field on the Feature-Related System Parameters screen, enter attd. Incoming calls to invalid extensions will be routed to the attendant.
Adding a DID trunk group example
Procedure 1. Enter add trunk-group next. The system assigns the next available trunk group number to this group. In our example, we're adding trunk group 5. 2. In the Group Type field, enterdid. This field specifies the kind of trunk group you're creating. 3. In the Group Name field, enter Incoming calls. You can type any name up to 27 characters long in this field. 4. In the COR field, enter 85. This field controls which users can receive calls over this trunk group. Assign a class of restriction that's appropriate for the COR calling permissions administered on your system. 5. In the TAC field, enter 105. This code identifies the trunk group on CDR reports. 6. In the Trunk Type field, type wink-start.
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PCOL trunk group administration
This field tells the system what kind of signaling to use on this trunk group. In most situations, use wink start for DID trunks to minimize the chance of losing any of the incoming digit string. 7. In the Incoming Dial Type field, enter tone. This field tells Communication Manager how digits are transmitted for incoming calls. Entering tone actually allows the trunk group to support both DTMF and rotary signals, so Avaya recommends that you always put tone in this field. 8. In the Trunk Termination field, enterrc. Use rc in this field when the distance to the central office or the server at the other end of the trunk is more than 3,000 feet. If you do not know the distance to your central office, check with your service provider. 9. Select Enter to save your changes. Now you're ready to add trunks to this trunk group. See Adding trunks to a trunk group example. See Digit insertion and absorption with trunk groups for instructions on matching modifying incoming digit strings to match your dial plan.
PCOL trunk group administration
In most cases, when administering Personal Central Office Line (PCOL) trunk groups, Avaya recommends leaving the default settings in fields that aren't specifically mentioned in the following instructions. Go to the Avaya Support website at http://support.avaya.com for more information. Your settings in the following fields must match your provider's settings:
· Trunk Type · Trunk Direction
Caution: Use the list above as a starting point and talk to your service provider. Depending on your particular application, you might need to coordinate additional administration with your service provider.
Preparing to add a PCOL trunk group
Procedure Before you administer any trunk group, verify you have one or more circuit packs of the correct type with enough open ports to handle the number of trunks you need to add.
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Managing Trunks
To find out what circuit packs you need, see the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207.
Adding a PCOL trunk group example
About this task As an example, we will set up a new PCOL group and administer the group as a CO trunk for twoway voice traffic. Procedure
1. Enter add personal-co-line next. 2. In the Group Type field, enter co.
This field specifies the kind of trunk group you're creating. PCOL groups can be administered as CO, FX, or WATS trunks. 3. In the Group Name field, enter Outside calls. This name will be displayed, along with the group number, for outgoing calls if you set the Outgoing Display field to y. You can type any name up to 27 characters long in this field. (You might want to put the telephone number here that's assigned to this trunk.) 4. In the TAC field, enter 111. This field defines a unique code that you or your users can dial to access this trunk group. The code also identifies this trunk group in call detail reports. 5. In the Trunk Type field, enter ground start. This field tells the system what kind of signaling to use on this trunk group. To prevent glare, Avaya recommends ground start signaling for most two-way CO, FX, and WATS trunk groups. 6. In the Trunk Port field, enter 01D1901. This is the port to which the trunk is connected. 7. In the Trunk Termination field, enter rc. Use rc in this field when the distance to the central office or the server at the other end of the trunk is more than 3,000 feet. If you do not know the distance to your central office, check with your service provider. 8. In the Outgoing Dial Type field, enter tone. This field tells Communication Manager how digits are to be transmitted for outgoing calls. Entering tone actually allows the trunk group to support both DTMF and rotary signals, so Avaya recommends that you always put tone in this field. 9. Select Enter to save your changes.
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Tie or Access trunk group administration
You assign telephones to a PCOL group by administering a CO Line button on each telephone. Once assigned, the Assigned Members page of the Personal CO Line Group screen displays member telephones:
PCOL trunk group interactions
Call Detail Recording PCOL interaction
Call detail recording (CDR) can be activated for calls on a personal CO line, but the CDR record does not specifically identify the call as PCOL. Calls over personal CO lines can, however, be identified by the trunk access code used on the call. The call is recorded to the extension number assigned to the telephone where the call was originated or answered.
PCOL restrictions
· Abbreviated Dialing can be used with a personal CO line, but the accessed lists are associated with the individual telephones.
· Auto Hold and Leave Word Calling do not work with calls on a personal CO line. · Send All Calls cannot be activated for a personal CO line. · Avaya Aura® Messaging and Avaya Messaging cannot be in the coverage path of a PCOL
group. · Only telephones in the same PCOL group can bridge onto calls on the personal CO line. If a
user is active on his or her primary extension number on a PCOL call, bridged call appearances of that extension number cannot be used to bridge onto the call. · When a user puts a call on hold on a personal CO line, the status lamp associated with the PCOL button does not track the busy or idle status of the line.
Tie or Access trunk group administration
In most cases, Avaya recommends leaving the default settings in fields that aren't specifically mentioned in the following instructions. Go to the Avaya Support website at http:// support.avaya.com for more information. Your settings in the following fields must match your provider's settings (or the setting on the far-end server, if this is a private network trunk group):
· Direction · Comm Type · Trunk Type
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Managing Trunks
Caution: Use the list above as a starting point and talk to your service provider. Depending on your particular application, you might need to coordinate additional administration with your service provider.
Preparing to add a Tie or Access trunk group
Procedure Before you administer any trunk group, verify you have one or more circuit packs of the correct type with enough open ports to handle the number of trunks you need to add. For more information about circuit pack, see Avaya Aura® Communication Manager Hardware Description and Reference.
Tip: In the DID/Tie/ISDN Intercept Treatment field on the Feature-Related System Parameters screen, enter attd. Incoming calls to invalid extensions get routed to the attendant.
Adding a Tie or Access trunk group example
About this task As an example, we will add a two-way tie trunk group that supports voice and voice-grade data. We're adding trunk group 5. Procedure
1. Enter add trunk-group next. 2. In the Group Type field, enter tie.
This field specifies the kind of trunk group you're creating. 3. In the Groncup Name field, enter Outside calls.
This name will be displayed, along with the group number, for outgoing calls if you set the Outgoing Display field to y. You can type any name up to 27 characters long in this field. 4. In the COR field, enter 85. This field controls which users can make or receive calls over this trunk group. Assign a class of restriction that's appropriate for the COR calling permissions administered on your system. 5. In the TAC field, enter 105. This field defines a unique code users can dial to access this trunk group. 6. In the Direction field, enter two-way.
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DIOD trunk group administration
This field defines the direction of traffic flow on this trunk group. 7. In the Night Service field, enter 1234.
This field assigns an extension to which calls are routed outside of business hours. 8. In the Comm Type field, enter voice.
This field defines whether a trunk group can carry voice, data, or both. Analog trunks only carry voice and voice-grade data. If you're administering a T1 connection in North America, enter rbavd in this field. 9. In the Trunk Type field, enter wink/wink. This field tells the system what kind of signaling to use on this trunk group. Because we're receiving and sending digits over this trunk group, we're using wink/wink signaling to minimize the chance of losing part of the digit string in either direction. 10. Enter tone in both the Outgoing Dial Type and Incoming Dial Type fields. These fields tell Communication Manager how digits are transmitted for incoming calls. Entering tone actually allows the trunk group to support both DTMF and rotary signals, so Avaya recommends that you always put tone in this field. 11. Select Enter to save your changes. Now you're ready to add trunks to this trunk group. See Adding trunks to a trunk group example.
DIOD trunk group administration
Administration for Direct Inward and Outward Dialing (DIOD) trunk groups varies from country to country. Go to the Avaya Support website at http://support.avaya.com for more information. Remember that the central office serving your switching system might be emulating another country's network protocol. If so, you'll have to administer your circuit packs and trunk groups to match the protocol used by your central office. If you are using Incoming Caller ID (ICLID) on analog trunks connected to a DIOD Central Office trunk circuit pack, DO NOT put these trunks in an outgoing AAR or ARS route pattern. Since the loop-start trunks supported on the DIOD Central Office trunk circuit pack do not provide answer supervision, the potential for toll fraud exists.
Digital trunks administration
Any of the common trunks, except for PCOL trunks, can be analog or digital. (PCOL trunks can only be analog.) Administering a digital trunk group is very similar to administering its analog
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Managing Trunks
counterpart, but digital trunks must connect to a DS1 circuit pack and this circuit pack must be administered separately. The example in this section shows you how to do this. In most cases, Avaya recommends leaving the default settings in fields that aren't specifically mentioned in the following instructions. Go to the Avaya Support website at http:// support.avaya.com for more information. Your settings in the following fields must match your provider's settings:
· Bit Rate · Line Coding (unless you're using a channel service unit to convert between your line coding
method and your provider's) · Framing Mode · Signaling Mode · Interface Companding
Caution: Use the list above as a starting point and talk to your service provider. Depending on your particular application, you might need to coordinate additional administration with your service provider. See DS1 Circuit Pack in Avaya Aura® Communication Manager Screen Reference for information on administering DS1 service. See DS1 Trunk Service in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for detailed information on DS1 service.
Preparing to add a digital trunk
Procedure 1. Assign the DS1 circuit pack before you administer the members of the associated trunk groups.
Caution: If enhanced DS1 administration is disabled, you cannot make changes to the DS1 Circuit Pack screen before you remove related member translations of all trunks from the trunk group. See Enhanced DS1 administration. 2. Before you administer a digital trunk group, verify you have one or more circuit packs that support DS1 with enough open ports to handle the number of trunks you need to add. For more information about what circuit packs you need, see Avaya Aura® Communication Manager Hardware Description and Reference.
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Digital trunks administration
Setting up the DS1 board as a sync Source reference
Procedure 1. Enter change ds1 n, where n is the DS1 board location that you want to set up as a Sync Source. 2. Enter the necessary parameters to match the far end of the DS1 span. 3. Select Enter to save your changes.
Configuring a DS1 circuit pack example
About this task The following example shows a DS1 circuit pack configured for T1 service. The circuit pack is supporting a two-way CO trunk group that carries only voice and voice-grade data. To configure a new DS1 circuit pack: Procedure
1. Enter add ds1 07A19. You must enter a specific port address for the circuit pack.
2. In the Name field, enter two-way CO. Use this name to record useful information such as the type of trunk group associated with this circuit pack or its destination.
3. In the Bit Rate field, enter 1.544 (Standard for T1 lines).
4. In the Line Coding field, enter b8zs. Avaya recommends you use b8zs whenever your service provider supports it. Since this trunk group only carries voice traffic, you could also use ami-zcs without a problem.
5. In the Framing Mode field, enter esf. Avaya recommends you use esf whenever your service provider supports it.
6. In the Signaling Mode field, enter robbed-bit. 7. In the Interface Companding field, enter mulaw.
This is the standard for T1 lines in North America. 8. Select Enter to save your changes.
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Managing Trunks
Recommended T1 and E1 settings
T1 recommended settings
The table below shows recommended settings for standard T1 connections to your local exchange carrier.
Field Line Coding Signaling Mode
Value b8zs robbed-bit
Framing
esf
Notes
Use ami-zcs if b8zs is unavailable.
Robbed-bit signaling gives you 56K bandwidth per channel. If you need a 64K clear channel for applications like asynchronous data transmission or remote administration access, use common channel signaling.
Use d4 if esf is unavailable.
If you use b8zs line coding and esf framing, it will be easier to upgrade your T1 facility to ISDN should you want to. You can upgrade without reconfiguring external channel service units, and your service provider won't have to reconfigure your network connection.
E1 recommended settings
DS1 administration for E1 service varies from country to country. Go to the Avaya Support website at http://support.avaya.com for more information.
Note:
Remember that the central office serving your switching system might be emulating another country's network protocol. If so, you'll have to administer your circuit packs and trunk groups to match the protocol used by your central office.
Enhanced DS1 administration
Normally, you can't change the DS1 Circuit Pack screen unless you remove all related trunks from their trunk group. However, if the DS1 MSP field on the System-Parameters Customer-Options (Optional Features)screen is y, and you are assigned the associated login permissions, you can change some of the fields on the DS1 Circuit Pack screen without removing the related trunks from their trunk group.
If you busy out the DS1 circuit pack, you can change the following fields: CRC, Connect, Country Protocol, Framing Mode, Interface, Interconnect, Line Coding, and Protocol Version.
After changing these fields, you might also have to change and resubmit associated screens.
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Digital trunks administration
Enhanced DS1 administration matched field settings
For enhanced DS1 administration, some field values on the DS1 Circuit Pack screen must be consistent with those on other screens as shown in the table below. If you change field values on the DS1 Circuit Pack screen, you must change the related fields on the other screens and resubmit them.
DS1 Circuit Pack field Line Coding
Connect Protocol Version Interface Interconnect Country Protocol
Affected screens1 Route Pattern Access Endpoint Signaling Group Tone Generation Signaling Group Signaling Group Signaling Group Tone Generation Signaling Group Tone Generation
Specific combinations of settings for some of these fields are shown below.
ITC, Bit Rate, and Line Coding values for enhanced DS1 administration
The system displays ITC (Information Transfer Capability) field on the Route Pattern screen, Trunk Group screen, and Access Endpoint screen. The Line Coding and the Bit Rate fields appear on the DS1 Circuit Pack screen. The settings for these fields on all the screens must be coordinated as shown in the following tables.
ITC field restricted
unrestricted
Bit Rate 1.544 Mbps 2.048 Mbps 1.544 Mbps 2.048 Mbps
Line Coding field ami-zcs ami-basic b8zs hdb3
Interconnect and Group Type entries for enhanced DS1 administration
The system displays the Interconnect field on the DS1 Circuit Pack screen. The system displays the Group Type field on the Trunk Group screen. Set these fields as shown in the following table.
Interconnect field co pbx
Group Type field co, did, diod, fx, or wats access, aplt, isdn-pri, tandem, or tie
1 See Avaya Aura® Communication Manager Screen Reference
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Managing Trunks
Adding trunks to a trunk group example
About this task Use this procedure to add new trunks or to change the assignment of existing trunks. To change the assignment of existing trunks, remove them from their current trunk group and add them to the new group. You must add a trunk group before you can assign and administer individual trunks. To add a new trunk group, see the instructions in this chapter for the type of group you want to add. As an example, we will assign 5 trunks to a new tie trunk group, trunk group 5. We'll use ports on several circuit packs for members of this group. Procedure
1. Enter change trunk-group 5. 2. Click Next Page to move to the Group Member Assignments screen.
Some of the fields on this screen do not appear for every trunk group. 3. In the Port field in row 1, enter 1B1501.
This field assigns the first member of the trunk group to a port on a circuit pack. 4. In the Name field in row 1, enter 5211.
This is the extension assigned to this trunk. In general, type the circuit ID or telephone number for each trunk in this field. The information is helpful for tracking your system or troubleshooting problems. Update these fields whenever the information changes. 5. In the Mode field, enter e&m.
Caution: An entry in this field is only required for some circuit packs. Dip switch settings on the circuit pack control the signalling mode used on the trunk group, so the entry in the Mode field must correspond to the actual setting on the circuit pack. 6. In the Type field, enter t1-comp. An entry in this field is only required for some circuit packs. 7. Repeat steps 3 to 6, as appropriate, for the remaining trunks. Notice that you can assign trunks in the same trunk group to ports on different circuit packs. 8. Select Enter to save your changes.
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Removing trunk groups example
Removing trunk groups example
About this task There's more to removing a trunk group than just executing the remove trunk-group command. If you're using Automatic Route Selection (ARS), you must remove an outgoing or twoway trunk group from any route patterns that use it. If you've administered Trunk-Group Night Service buttons for the trunk group on any telephones, those buttons must be removed or assigned to another trunk group. As an example, we will remove trunk group 5. This two-way group is used in ARS route pattern 2. In addition, a Trunk-Group Night Service button on extension 8410 points to this group. Procedure
1. In the Route Pattern screen for route pattern 2, clear the entries for trunk group 5. If you're replacing trunk group 5 with another trunk group, just type the information for the new trunk group over the old entries. Remember to press Enter to save your changes.
2. In the Station screen for extension 8410, clear the entry in the BUTTON ASSIGNMENTS field for the Trunk-Group Night Service button.
3. Select Enter to save your changes. 4. In the Group Member Assignments screen for trunk group 5, remove all member trunks
from the group. See Adding trunks to a trunk group example for instructions. 5. Enter remove trunk-group 5. 6. Select Enter to remove the trunk group.
Trunk resets
To "reset" a trunk, use the busyout command followed by the release command, both executed in a SAT window. You can run these commands on a board, a port, a trunk group, or an individual trunk. The availability of these commands depends on your login permissions.
Note: These commands can tear calls down, so use them with great caution. Go to the Avaya Support website at http://support.avaya.com for details.
Resetting a trunk group
Procedure 1. Enter busyout trunk n, where n is the number of the trunk group.
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Managing Trunks
2. Enter release trunk n. The trunk group is reset. (Example: busyout trunk 43 followed by release trunk 43.)
Resetting a trunk member
Procedure 1. Enter busyout trunk n/x, where n is the number of the trunk, and x is the trunk group member. 2. Enter release trunk n/x. The trunk group member is reset. (Example: busyout trunk 43/1 followed by release trunk 43/1. Another example operation for an ISDN trunk is test trunk 43.)
Digit insertion and absorption with trunk groups
Use these procedures to modify the incoming digit string on DID and tie trunks by inserting (adding) or absorbing (deleting) digits. You'll need to do this if the number of digits you receive doesn't match your dial plan. See DID trunk group administration for instructions on administering a DID trunk group. See Tie or Access trunk group administration for instructions on administering a tie trunk group.
Inserting digits with trunk groups example
About this task As an example, let us say you have a DID trunk group. It's group number is 5. Your service provider can only send 4 digits, but your dial plan defines 5-digit extensions beginning with 6: Procedure
1. Enter change trunk-group 5. 2. In the Digit Treatment field, enter insertion.
This field tells Communication Manager to add digits to the incoming digit string. These digits are always added at the beginning of the string. 3. In the Digits field, enter6. For insertion, this field defines the specific digits to insert. Communication Manager will add a "6" to the front of the digit strings delivered with incoming calls. For example, if the
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Administering trunks for LDN example
central office delivers the string "4444," Communication Manager will change it to "64444," an extension that fits your dial plan. 4. In the Expected Digits field, enter 4. This field tells Communication Manager how many digits the central office sends.
Note: The Expected Digits field does not appear on the screen for tie trunk groups. 5. Select Enter to save your changes.
Absorbing digits with trunk groups example
About this task If your service provider sends 7 digits but you only need 5, you need to absorb the first 2 digits in the digit string. Procedure
1. Enter change trunk-group 5. 2. In the Digit Treatment field, enter absorption.
This field tells Communication Manager to remove digits from the incoming digit string. These digits are always removed from the beginning of the string. 3. In the Digits field, enter 2. For absorption, this field defines how many digits will be absorbed. Communication Manager will remove the first 2 digits from the digit strings delivered with incoming calls. For example, if the central office delivers the string "556-4444," Communication Manager will change it to "64444," an extension that fits your dial plan. 4. In the Expected Digits field, enter 7. This field tells Communication Manager how many digits the central office sends.
Note: The Expected Digits field does not appear on the screen for tie trunk groups. 5. Select Enter to save your changes.
Administering trunks for LDN example
About this task Listed directory numbers (LDN) are the telephone numbers given for an organization in public telephone directories. You can administer Communication Manager so that calls to different listed
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Managing Trunks
directory numbers go to the same attendant group. How you administer your system for LDN calls depends on whether the calls are coming in over DID and tie trunks or over CO and FX trunks. As an example, let us say that one attendant group answers calls for 3 different businesses, each with its own listed directory number:
Procedure
1. Company A -- 855-2020
2. Company B -- 855-1000
3. Company C -- 855-1111
DID trunks and some tie trunks transmit part or all of the dialed digit string to Communication Manager. If you want these calls to different numbers to go to one attendant group, you must identify those numbers for Communication Manager on the Listed Directory Numbers screen.
We will take the 3 businesses listed above as an example. We will assume your server receives 4 digits from the central office on a DID trunk group and that you're not using Tenant Partitioning. To make these calls to different listed directory numbers terminate to your attendant group:
a. Enter change listed-directory-numbers.
b. In the Ext 1 field, enter2020.
This is the LDN for Company A.
c. In the Name field, enter Company A.
The system displays the name on the console display so the attendant knows which business the call is for and how to answer it.
d. Repeat steps 2 and 3 for the other two businesses.
You can enter up to 20 different listed directory numbers on this screen.
e. Select Enter to save your changes.
To make LDN calls over a CO or FX trunk group terminate to an attendant group, you must type attd in the Incoming Destination field on the Trunk Group creen for that group.
When you use the Listed Directory Number screen to assign some extensions to the attendant group, or when you enter attd in the Incoming Destination field on the Trunk Group screen for CO or FX trunks, Communication Manager treats these calls as LDN calls. See Listed Directory Numbers in Avaya Aura® Communication Manager Screen Reference for detailed information about this feature.
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Administering trunks for Source-based Routing
Administering trunks for Source-based Routing
Before you begin On the Trunk Group screen, ensure that the value of the Group Type field is sip. About this task Communication Manager uses the Source-based Routing feature to send the location information of H.323, DCP, and analog stations to Session Manager. Procedure
1. In a SAT session, type change trunk-group n, where n is the number of the trunk group.
2. On the Protocol Variations screen, change the Block Sending Calling Party Location in INVITE field to n.
3. Save the changes and exit the screen.
Answer Detection Administration
Use this procedure to administer an outgoing or two-way trunk group for network answer supervision or answer supervision by timeout. If your network supplies answer supervision to a trunk group, you can administer Communication Manager to recognize and respond to that signal. If your network does not supply answer supervision, you can set a timer for all calls on that group. When the timer expires, Communication Manager assumes the call has been answered and call detail recording starts (if you are using CDR). For information about answer detection by call classification, see Avaya Aura® Communication Manager Feature Description and Implementation.
Preparing to administer Answer Detection
Procedure Determine whether the trunk group receives answer supervision from your service provider or private network. For example, most loop-start CO, FX, and WATS trunks do not provide answer supervision.
Administering Answer Detection example
About this task As an example, we will administer trunk group 5 for both types of answer detection.
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Managing Trunks
Procedure 1. On the Trunk Group screen for group 5, enter y in the Receive Answer Supervision field. 2. Select Enter to save your change. Now we will administer answer supervision by timeout. We'll set the timer to 15 seconds. a. On the Trunk Group screen for group 5, type 15 in the Answer Supervision Timeout field. b. Select Enter to save your change. For more information about this feature, see Avaya Aura® Communication Manager Feature Description and Implementation.
ISDN trunk groups Administration
Integrated Services Digital Network (ISDN) trunk groups support the ISDN and Call-by-Call Service Selection service selection features. The trunk group provides end-to-end digital connectivity and supports a wide range of services including voice and non-voice services, to which users have access by a limited set of CCITT-defined, standard multipurpose interfaces. The ISDN trunk group can contain ISDN-PRI or ISDN-BRI interfaces. However, it is not possible to use the two types of interfaces in the same trunk groups. The type of interface is chosen when the trunk members are assigned to the trunk group. When ISDN-PRI interfaces are used on ISDN trunk groups, they can also be used to support the Wideband Switching feature. This is intended to work with the H0 (384 Kbps), H11 (1536 Kbps), H12 (1920 Kbps), and NXDS0 (128 to 1984 Kbps) data services, and to support high-speed video conferencing and data applications. When an ISDN trunk connects two servers or switches, set the trunk options identically at both ends of the connection, with the exception of the Trunk Hunt fields. When ISDN-PRI interfaces are used, it is acceptable for both ends to have the Trunk Hunt fields administered as cyclical, but if one end is administered as ascend, the other end must be administered as descend. This helps avoid the possibility of glare conditions. When ISDN-BRI is used, the Trunk Hunt field has to be cyclical.
ISDN trunk group hardware requirements
ISDN-BRI trunk interfaces are supported by all of these: · The TN2185 Trunk-side BRI circuit pack and the MM722 BRI circuit pack implement the user side of the BRI trunk interface. · The TN556B/C/D ISDN-BRI Line circuit pack and the TN2198 ISDN BRI (U-LT) Line circuit pack implement the network side of the BRI trunk interface.
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ISDN trunk groups Administration
· The MM720 BRI circuit pack implements both sides of the interface. You can select the options from the BRI Trunk Circuit Pack screen
For BRI trunk connections to a public ISDN, use the TN2185, MM722, or MM720. For BRI tie trunks between systems, use the TN2185, MM722, or MM720 on one side and the TN556B/C/D or TN2198 on the other side. The TN2464 circuit supports T1 and E1 digital facilities. ISDN-PRI interfaces are supported by the TN767 circuit pack (for assignment of a T1 signaling link and up to 24 ISDN-PRI trunk group members), or the TN464C or later circuit pack (for assignment of a T1 or E1 signaling link and up to 24 or 31 ISDN-PRI trunk group members, respectively). The TN2464 and TN2207 circuit pack can also be used with ISDN-PRI.
· The D-channel for ISDN-PRI interfaces switches through either the TN765 Processor Interface (PI) circuit pack or the TN778 Packet Control (PACCON) circuit pack. The Dchannel for ISDN-BRI interfaces only switches through the TN778 Packet Control (PACCON) circuit pack. Note: You cannot use the TN765 circuit pack with ISDN-BRI interfaces.
· A TN780 or TN2182 Tone Clock circuit pack provides synchronization for the DS1 circuit pack. Note: The TN767 cannot be used to carry the D-channel if either the TN778 (PACCON) or TN1655 (PKTINT) circuit packs are used to switch the D-channel. However, in these circumstances, the TN767 can be used for NFAS interfaces carrying only B-channels.
Screens used to administer ISDN trunk groups
Screen
Field
Feature-Related System Parameters
Send Non-ISDN Trunk Group Name as Connected Name?
Incoming Call Handling Treatment
Numbering - Public/Unknown Format
System Parameters Customer-Options (Optional Features)
Display Connected Name/Number for ISDN DCS Calls? All All Version
ISDN-BRI Trunks
ISDN-PRI
Synchronization Plan Trunk Group (ISDN)
QSIG Optional Features All All
Table continues...
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Managing Trunks
Screen ISDN-BRI Circuit Pack screen (if using ISDNBRI interfaces) or
DS1 Circuit Pack screen (if using ISDN-PRI interfaces) ISDN Numbering - Private Route Pattern Hunt Groups Signaling Group (if using ISDN-PRI interfaces) Terminating Extension Group
Field All All
All All ISDN Caller Display All ISDN Caller Display
Table Notes: · System Parameters Customer-Options (Optional Features) -- The ISDN-BRI Trunks or ISDN-PRI fields must be set to y. For a TN778 and if using ISDN-PRI interfaces, the PRI Over PACCON field must be set to y. These features are provided via license file. To enable these features, go to the Avaya Support website at http://support.avaya.com. · QSIG Optional Features fields can be enabled to allow appropriate administration for Supplementary Service Protocol. · Feature-Related System-Parameters -- Set the Send Non-ISDN Trunk Group Name as Connected Name and Display Connected Name/Number for ISDN DCS Calls fields. · ISDN-BRI Trunk Circuit Pack -- This screen is required if using ISDN-BRI trunk interfaces. Assign all fields as required. · DS1 Circuit Pack -- This screen is required if using ISDN-PRI interfaces. - DS1 (T1) Circuit Pack Assign all fields as required. For Facility Associated Signaling, up to 23 ports are available for administration as trunk members in an associated ISDN-PRI trunk group. The 24th port is used as a signaling channel. For Non-Facility Associated Signaling, all 24 ports can be used on certain DS1 circuit packs. The D-channel signaling function for these packs must be provided by a designated DS1 pack on its 24th channel. - E1 Circuit Pack Assign all fields as required. For Facility Associated Signaling, up to 30 ports are available for administration as trunk members in an associated ISDN-PRI trunk group. Port number 16 is used as a signaling channel. · Maintenance-Related System-Parameters -- Use this screen only for a TN778. Set the Packet Bus Maint field to y. · ISDN Trunk Group -- Enter information in all the fields except the trunk group members. When using ISDN-PRI interfaces, enter the members after you establish the signaling links. · Signaling Group -- This screen is required if ISDN-PRI interfaces are used. Complete all fields. This screen identifies groups of ISDN-PRI DS1 interface B-channels for which a given D-channel (or D-channel pair) will carry the associated signaling information (supports the Facility and Non-Facility Associated Signaling feature). Each DS1 board that is required to have a D-channel must be in a different signaling group by itself (unless D-channel backup is needed, in which case a second DS1 is administered as a backup D-channel). You are not
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ISDN trunk groups Administration
required to select a channel for a trunk group, but if you do, you must have already defined the trunk group as type ISDN.
Note: The following three screens, Processor Interface Data Module, Communication Interface Links, and Communication Processor Channel Assignment are used only to support the ISDN-PRI interfaces using PI TN765. · Processor Interface Data Module -- Use this screen only for a TN765. Assign up to 8 interface links using 8 Processor Interface Data Module screens for multi-carrier cabinet systems, and up to 4 links for single-carrier cabinet systems. One Processor Interface Data Module screen must be completed for each interface link to be assigned. · Communication Interface Links -- Use this screen only for a TN765. Assign link numbers 01 to 08 for a multi-carrier cabinet system or links 01 to 04 for a single-carrier cabinet system as required. When first administering this screen for ISDN in Communication Manager, do not administer the Enable field. · Communication Processor Channel Assignment -- Use this screen only for a TN765. Enter assigned link numbers and assign associated channel numbers to each link. Complete all fields of the screen as required. When first administering this screen for ISDN in Communication Manager, you need to: - First, administer the Interface Links screen, except the Enable field. - Second, administer the ISDN fields on the Processor Channel screen. - Last, go back to the Interface Links screen and administer the Enable field. · ISDN Numbering - Public/Unknown -- Complete all fields. This screen supports the ISDN Call Identification Display. · ISDN Numbering - Private -- Complete all fields. This screen supports the ISDN Call Identification Display. · Routing Pattern -- Complete all fields including the Supplemental ISDN Routing Information fields as required. · Hunt Group -- Complete the ISDN Caller Display field by entering either grp-name or mbr-name to specify whether the hunt group name or member name, respectively, is sent to the originating user (supports the ISDN Call Identification Display feature). · Terminating Extension Group -- Complete the ISDN Caller Display field by entering either grp-name or mbr-name to specify whether the group name or member name, respectively, is sent to the originating user (supports the ISDN Call Identification Display feature). · Synchronization Plan -- Assigns primary and secondary external synchronization sources for the ISDN-BRI Trunk or DS1 circuit pack. Complete all screen fields as required. Note: ISDN-BRI and ISDN-PRI interfaces cannot be mixed in the same trunk group. Therefore, consider the following: · The earliest trunk member (the lowest numbered one) administered is considered correct. · If an offending member is subsequently found (meaning the first member was BRI and a later member was PRI, or vice versa), the cursor positions on the offending member, and
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Managing Trunks
the system displays the following error message: You cannot mix BRI and PRI ports in the same trunk group.
Administering displays for QSIG trunks
Procedure 1. On the Trunk Group screen set the following fields: · Group Type: ISDN · Character Set for QSIG Names: iso8859-1 · Outgoing Display: y · Send Calling Number: y 2. On the Signaling Group screen set the following fields: · Supplementary Service Protocol: b 3. On the System-Parameters Country-Options screen set the following field: · Display Character Set: Roman
QSIG over SIP
Use the QSIG over SIP (Q-SIP) feature to enable calls between two Communication Manager systems interconnected by an IP network that uses SIP signaling with the full range of QSIG functionality.
Preparing to administer QSIG over SIP
Before you begin Ensure that the system is running Communication Manager Release 6.0 or later. Release 6.0 or later is required on all nodes that participate in Q-SIP calls. The nodes can be originating, tandem, or terminating. Procedure
1. Enter display system-parameters customer-options. 2. Click Next until you find the Maximum Administered IP Trunks field. 3. Ensure that the Maximum Administered IP Trunks field is set to greater than 1 and
include enough trunks for Q-SIP trunk group use. 4. Click Next until you find the Maximum Administered SIP Trunks field.
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QSIG over SIP
5. Ensure that the Maximum Administered SIP Trunks field is set to greater than 1 and include enough trunks for Q-SIP trunk group use.
6. Scroll through the screens to find the IP Trunks field. 7. Ensure that the IP Trunks field is set to y.
Note: If the Maximum Administered IP Trunks and Maximum Administered SIP Trunks fields are set to less than 1, or the IP Trunks field is set to n, your system is disabled for the QSIG over SIP feature. Go to the Avaya Support website at http:// support.avaya.com for assistance. 8. Select Enter to exit the screen.
Administration of the QSIG and SIP trunk and signaling groups
You must administer the following trunks on each node: · H.323 IP trunk equipped with QSIG signaling · SIP trunk equipped with SIP signaling
You must administer the required number of QSIG and SIP trunk group members. For information about creating the QSIG and SIP trunk and signaling groups, see Administering Network Connectivity on Avaya Aura® Communication Manager.
Note: When creating the QSIG and SIP trunk groups, do not add trunk members to these trunk groups. Add the trunk members to the trunk groups after changing the QSIG and SIP trunk groups.
Note: You must configure the Far-end Node Name of the QSIG signaling group, though the QSIG trunk serves as the feature layer and has no Far End. Due to the missing Far end, a dummy ip-node name must be used with the same IP address, which is already used for the Near End. You need to define this dummy ip-node name in the IP node name table before creating the QSIG signaling group.
Note: If you create a new QSIG signaling group, must not use the default port 5060. For Q-SIP you must specifically change the QSIG and SIP trunk and signaling groups. This is described in the following sections.
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Managing Trunks
Enabling Enhanced SIP Signaling feature
Procedure 1. Type display trunk-group n, where n is the trunk group number. 2. On Protocol Variations page of the Trunk Group screen, ensure that the Network Call Redirection field is set to n for SIP trunks between Communication Manager and Session Manager. 3. Save the changes and exit the screen. 4. Type change system-parameters features. The system displays the Featurerelated system parameters screen. 5. On page 19 of the Feature-related system parameters screen, set the SIP Endpoint Managed Transfer field to y. 6. Save the changes and exit the screen.
Changing the QSIG and SIP signaling groups for Q-SIP
Before you begin Ensure that the QSIG and SIP signaling groups exist. About this task
· Change the QSIG signaling group. · Change the SIP signaling group.
Changing the QSIG signaling group
Procedure 1. Enter change signaling-group n, where n is the signaling group number, for example, n = 18.
2. Set the Q-SIP field to y. By default, the Q-SIP feature is disabled. The system displays this field only when the Group Type field is set to SIP or H.323.
3. In the SIP Signaling Group field, type a valid entry. The valid entry must refer to an administered SIP signaling group. For example, if you have created SIP signaling group 17, the SIP Signaling Group field must refer to SIP signaling group 17. The system displays this field only when the Q-SIP field is set to y.
4. Select Enter to save your changes.
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QSIG over SIP
Changing the SIP signaling group
Procedure 1. Enter change signaling-group n, where n is the signaling group number, for example, n = 17. 2. Set the Q-SIP field to y. By default, the Q-SIP feature is disabled. The system displays this field only when the Group Type field is set to SIP or H.323. 3. In the QSIG Signaling Group field, type a valid entry. The valid entry must refer to an administered H.323 signaling group. For example, if you have created QSIG signaling group 18, the QSIG Signaling Group field must refer to QSIG signaling group 18. The system displays this field only when the Q-SIP field is set to y. 4. Select Enter to save your changes.
Changing the QSIG and SIP trunk groups for Q-SIP
Before you begin Ensure that the QSIG and SIP trunk groups exist. About this task
· Change the QSIG trunk group. · Change the SIP trunk group. · Add trunk group members to the QSIG trunk group. · Add trunk group members to the SIP trunk group.
Changing the QSIG trunk group
Procedure 1. Enter change trunk-group n, where n is the trunk group number, for example, n = 18. 2. Ensure that the Group Type field is isdn and Carrier Medium field is H.323. 3. Click Next until you see the QSIG Trunk Group Options section. 4. In the SIP Reference Trunk Group field, type a valid entry. The valid entry must refer to an administered SIP trunk group. For example, if you have created SIP trunk group 17, the SIP Reference Trunk Group field must refer to SIP trunk group 17. 5. Set the TSC Method for Auto Callback field to drop-if-possible. 6. Select Enter to save your changes.
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Managing Trunks
Changing the SIP trunk group
Procedure 1. Enter change trunk-group n, where n is the trunk group number, for example, n = 17. 2. Ensure that the Group Type field is set to SIP. 3. Click Next until you see the Protocol Variations section. 4. Set the Enable Q-SIP field to y. By default, the Q-SIP feature is disabled. 5. In the QSIG Reference Trunk Group field, type a valid entry. The valid entry must refer to an administered QSIG trunk group. For example, if you have created QSIG trunk group 18, the QSIG Reference Trunk Group field must refer to QSIG trunk group 18. 6. Select Enter to save your changes.
Adding trunk group members to the QSIG trunk group
Procedure 1. Enter change trunk-group n, where n is the trunk group number, for example, n = 18. 2. Click Next until you see the Group Member Assignments section. 3. Add trunk group members to the numbered Group Member Assignments. 4. Select Enter to save your changes.
Note: Instead of adding the trunk group members on the Group Member Assignments, you can set the Member Assignment Method field to auto and set the Number of Members.
Adding trunk group members to the SIP trunk group
Procedure 1. Enter change trunk-group n, where n is the trunk group number, for example, n = 17. 2. Click Next until you see the Group Member Assignments section. 3. Add trunk group members to the numbered Group Member Assignments. 4. Select Enter to save your changes.
Note: Instead of adding the trunk group members on the Group Member Assignments, you can set the Number of Members.
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QSIG over SIP
Routing of QSIG over SIP
Procedure From the caller or calling party point of view, only the QSIG trunk is seen and used for routing, for example, in the route pattern. The SIP trunk is not seen and must not be used for routing.
Verifying a Q-SIP test connection
Procedure 1. Establish a Q-SIP call. 2. Type status trunk QSIG-group-number, where QSIG-group-number is the QSIG trunk group number in use. You must remember the active trunk group member for verifying a Q-SIP connection. 3. Type status trunk QSIG-group-number/member-number, where QSIG-groupnumber is the QSIG trunk group number and member-number is the QSIG trunk group member number, which you have identified in step 2. Press Enter. 4. On the Trunk Status screen, if a station is connected to a QSIG over SIP trunk, you can view the involved port of the QSIG trunk in the Q-SIP Reference Port field. 5. Type status station n, where n is the extension of the station. 6. On the General Status screen, if a station is connected to a QSIG over SIP trunk, you can view the involved port of the SIP trunk in the Connected Ports field. However, you cannot view the port of the QSIG trunk because the port is not involved in the media connection. See the description of the Connected Ports field in Maintenance Procedures for Avaya Aura® Communication Manager, Branch Gateways and Servers, for more information. 7. Press Enter to exit the screen.
Removing the Q-SIP configuration
Disabling Q-SIP for the QSIG signaling group
Procedure 1. Enter change signaling-group n, where n is the signaling group number, for example, n = 18. 2. Set the Q-SIP field to n. 3. Select Enter to save your changes.
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Managing Trunks
Disabling Q-SIP for the SIP signaling group
Procedure 1. Enter change signaling-group n, where n is the signaling group number, for example, n = 17. 2. Set the Q-SIP field to n. 3. Select Enter to save your changes.
Disabling Q-SIP for the QSIG trunk group
Procedure 1. Enter change trunk-group n, where n is the trunk group number, for example, n = 18. 2. Click Next until you see the QSIG Trunk Group Options section. 3. Set the SIP Reference Trunk Group field to blank. 4. Select Enter to save your changes.
Disabling Q-SIP for the SIP trunk group
Procedure 1. Enter change trunk-group n, where n is the number of the trunk group number, for example, n = 17. 2. Click Next until you see the Protocol Variations section. 3. Set the Enable Q-SIP field to n. 4. Select Enter to save your changes.
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Chapter 16: Managing media gateways
For details of hardware components, see Avaya Aura® Communication Manager Hardware Description and Reference. For more information about managing media gateways, see the following:
· Administering Avaya G450 Branch Gateway · Administering Avaya G430 Branch Gateway · Avaya Branch Gateway G450 CLI Reference · Avaya Branch Gateway G430 CLI Reference · Avaya G450 Branch Gateway Overview and Specification · Avaya G430 Branch Gateway Overview and Specification
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Chapter 17: Managing Avaya Aura® Media Server
Detailed description of Avaya Aura® Media Server (MS)
Avaya Aura® Media Server (MS) is used by Communication Manager to provide the following IP audio capabilities similar to the legacy H.248 media gateways or port networks with media processors:
· Termination of RTP audio streams
· Conferencing of RTP audio streams
· Playing and recording announcements
· Playing audio stream as an announcement
· Generation of system tones
· Digit collection
The Avaya Aura® Media Server (MS) instances and Avaya Aura® Media Server (MS) channels are licensed features. Each Avaya Aura® Media Server (MS) must obtain an instance license from a WebLM server. Avaya Aura® Media Server (MS) channels are licensed through the Communication Manager feature license file, which specifies the number of Avaya Aura® Media Server (MS) channels that are allowed on a specific Communication Manager. Avaya Aura® Media Server (MS) channels can be established on any Avaya Aura® Media Server (MS) configured on Communication Manager.
Avaya Aura® Media Server (MS) can provide different tones for locations that are configured on Communication Manager. When you enable the Multinational Locations feature on the systemparameters customer-options form, the VoIP selection algorithm considers Avaya Aura® Media Server (MS) as a Location Parameter Index (LPI) matching VoIP resource. Although endpoints LPI is different than the native LPI of Avaya Aura® Media Server (MS).
Avaya Aura® Media Server (MS), as a VoIP resource, can provide tones per user location. However, if more than one user is involved in a call from different locations, the system uses the Avaya Aura® Media Server (MS) native location that is configured on the SIP signaling group page.
For more information, see Implementing and Administering Avaya Aura® Media Server guide.
Related links Administering Avaya Aura Media Server signaling group on Communication Manager on page 375 Changing Avaya Aura Media Server signaling group on Communication Manager on page 376
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Detailed description of Avaya Aura® Media Server (MS)
Adding a media-server on page 377 Verifying that the media-server is in-service on page 378 Removing a media server on page 379
Administering Avaya Aura® Media Server signaling group on Communication Manager
About this task Use the following task to add an Avaya Aura® Media Server (MS) signaling group. Before you begin Ensure that you have configured the node name of Avaya Aura® MSusing the change nodenames ip command. For more information, see Administering Avaya Aura® Communication Manager.
Procedure
1. On the CLI, type the add signaling-group x command.
2. Press Enter.
3. On the SIGNALING GROUP screen, set Group Type to SIP.
4. Set Transport Method to one of the following:
· TCP · TLS
5. Set Peer Detection Enabled ? to n.
6. Set Peer Server to AMS. 7. Set the node name of Avaya Aura® MS.
· For TCP, the default value for both Near-end Listen Port and Far-end Listen Port is set at 5060. To use TCP as a Transport method, you must add Communication Manager as trusted node in the respective Avaya Aura® MS.
· For TLS, the Near-end Listen Port default value is set at 9061, and the Far-end Listen Port is set at 5061.
Note:
· The Far-end Node Name can only contain a node name that has an IPv4 address. The system displays an error if the node name does not have an IPv4 address.
· The Far-end Domain is auto-populated and viewable as read-only with the IP address of the media server based on the Far-end Node Name.
· The Near-end Node Name is read-only and is auto-populated with the string procr.
change signaling-group 3
Page 1 of 2
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Managing Avaya Aura® Media Server
Group Number: 3
SIGNALING GROUP Group Type: sip Transport Method: tls
Peer Detection Enabled? n Peer Server: AMS
Near-end Node Name: procr Near-end Listen Port: 9061 Far-end Domain: 172.30.32.49
Far-end Node Name: AMS Far-end Listen Port: 5061 Far-end Network Region: 1
Related links Detailed description of Avaya Aura Media Server (MS) on page 374
Changing Avaya Aura® Media Server signaling group on Communication Manager
About this task Use the task to change an Avaya Aura® Media Server (MS) signaling group. Before you begin Ensure that you have added the Avaya Aura® Media Server (MS) signaling group. For more information, see Administering Avaya Aura® Media Server on Communication Manager. Procedure
1. On the CLI, type the change signaling-group x command, press Enter.
By using the change signaling-group x command, you can add an IP node-name for the specific Avaya Aura® Media Server (MS) Signaling Group that you want to add. 2. On the SIGNALING GROUP screen, set Group Type to SIP. 3. Set Transport Method to one of the following: · TCP · TLS 4. Set Peer Detection Enabled ? to n. 5. Set Peer Server to AMS. 6. Set Far-end Node Name to the IPv4 address. · For TCP, the default value for both Near-end Listen Port and Far-end Listen Port is
set at 5060. · For TLS, the Near-end Listen Port default value is set at 9061, and the Far-end Listen
Port is set at 5061.
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Detailed description of Avaya Aura® Media Server (MS)
Note:
· The Far-end Node Name can only contain a node name that has an IPv4 address. The system displays an error if the node name has an IPv4 address.
· The Far-end Domain is auto-populated and viewable as read-only with the IP address of the media server based on the Far-end Node Name.
· The Near-end Node Name is read-only and is auto-populated with the string procr.
change signaling-group 10
SIGNALING GROUP
Page 1 of 2
Group Number: 10
Group Type: sip Transport Method: tls
Peer Detection Enabled? n Peer Server: AMS
Near-end Node Name: procr Near-end Listen Port: 9061
Far-end Node Name: AMS-HA Far-end Listen Port: 5061 Far-end Network Region: 3
Far-end Domain: 172.30.32.41
Related links Detailed description of Avaya Aura Media Server (MS) on page 374
Adding a media-server
About this task Use the task to add an Avaya Aura® Media Server (MS) media-server. Before you begin Ensure that you have added the Avaya Aura® Media Server (MS) signaling group. For more information, see Administering Avaya Aura® Media Server signaling group Communication Manager.
Procedure
1. Type the add media-server xx command.
2. On the MEDIA SERVER screen, in the Signaling Group field, type the signaling group of the Avaya Aura® Media Server (MS) signaling-group created in the Adding an Avaya Aura®
Media Server (MS) signaling-group section.
add media-server 22
MEDIA SERVER
Page 1 of 1
Media Server ID: 22
Signaling Group: Voip Channel License Limit: Dedicated Voip Channel Licenses:
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Managing Avaya Aura® Media Server
The VoIP Channel License Limit field can be left blank. Type the value if you want to limit the number of channels that can be established on the specified media-server. A blank field indicates that the channel limit is limited only by the physical capacity of the specific Avaya Aura® Media Server (MS).
The aggregate of dedicated channels administered across all media-servers must not exceed the number of licensed VoIP channels. Related links Detailed description of Avaya Aura Media Server (MS) on page 374
Verifying that the media-server is in-service
About this task Use the task to verify that the media-server is operating. Before you begin
Ensure that you have a licensed media server.
Procedure
On the CLI, type the status media-server x command, press Enter.
· Ensure that the State field displays in-service.
· The Near-end Node Name is read-only and is auto-populated with the string procr.
status media-server 2
MEDIA SERVER STATUS
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Media Server Number: 2 State: in-service
Signaling-group: 4 Node Name: AMSVM
IP Address: 172.30.32.37 Network Region: 1
SW-Version: 7.7.0.188 Voip Channel License Limit: Dedicated Voip Channel Licenses: Voip Channel Licenses in-use: 0
Load Factor: 2 Estimated Channel Capacity: 1492
Announcements Present: 7
Related links Detailed description of Avaya Aura Media Server (MS) on page 374
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Managing Avaya Aura® Media Server related documents
Removing a media server
Procedure
1. Remove all the announcements that point to the specific media-server.
2. Remove the specific media-server that must be removed from all the audio groups.
3. Remove the media-server from the media-server reporting lists on all the survivableprocessor forms.
The status media-server indicates the survivable-processors that is used by the mediaserver.
4. Busy out the signaling group that appears on the media-server form.
5. Run the remove media-server x command.
remove media-server 1
MEDIA SERVER
Page 1 of 1
Media Server ID: 1
Signaling Group: 1 Voip Channel License Limit: Dedicated Voip Channel Licenses:
Node Name: AMS Network Region: 5
Location: 2 Announcement Storage Area: ANNC-00ac215c-fe5f-e401-5240-54545acc0000
Related links Detailed description of Avaya Aura Media Server (MS) on page 374
Managing Avaya Aura® Media Server related documents
For more information about Avaya Aura® MS, see:
· Avaya Aura® Communication Manager Screen Reference · Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and
Servers · Alarms and Performance Measurements for Avaya Aura® Media Server · Implementing and Administering Avaya Aura® Media Server · Installing and Updating Avaya Aura® Media Server Application on Customer Supplied
Hardware and OS · Using Web Services on Avaya Aura® Media Server
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Managing Avaya Aura® Media Server
· Deploying and Updating Avaya Aura® Media Server Appliance · Overview for Avaya G430 Branch Gateway · Overview for the Avaya G450 Media Gateway · Administering Avaya G430 Branch Gateway · Administering Avaya G450 Media Gateway · Branch Gateway G430 Branch GatewayCLI Reference Guide · Branch Gateway G450 Media Gateway CLI Reference Guide
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Chapter 18: Telephone announcements
An announcement is a recorded message that a caller can hear while the call is in a queue, or if the caller receives an intercept message for any reason. An announcement is often used in conjunction with music.
The source for announcements can be either integrated or external.
· Integrated announcements are integrated in a circuit pack in the carrier, such as the TN2501AP circuit pack or embedded in a gateway processor board. This board is called a vVAL source.
· External announcements are stored on a separate piece of equipment called an adjunct and played back from the adjunct equipment.
This chapter uses the term announcement source to refer to integrated or external sources of announcements.
For information on music streaming from media server, see chapter "Music streaming configuration" of the documentImplementing and Administering Avaya Aura® Media Server.
VAL or Gateway Virtual VAL resources
Before you can use the capabilities of the VAL or Gateway v VAL announcement circuit pack, it must be properly installed and configured. These instructions are contained in other documents in the Communication Manager documentation library.
· For a complete description of Announcement information and procedures, see the Announcements feature in Avaya Aura® Communication Manager Feature Description and Implementation.
· For a complete description of the related Locally Sourced Announcement feature, see Avaya Aura® Communication Manager Feature Description and Implementation.
· For more information about these and other tasks related to using the VAL, see the documents listed in the following table.
Task
Installing the VAL circuit pack Administering IP Connections Adding IP Routes Testing the IP Connections
Information source
Made Easy Tool for DEFINITY® Server Configurations Installation, Upgrades and Additions for the Avaya CMC1 Media Gateway.
Table continues...
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Telephone announcements
Task Installing v VAL for a Gateway using the Media-Gateway screen and the enable announcement command Administering IP Connections Adding IP Routes Testing the IP Connections
Note: Gateway embedded VAL announcements (v VAL) must have the gateway(s) that will provide announcements enabled in order for announcement extensions assigned to that gateway to be played.
Administering Announcements (recording, copying, deleting, and so on.) Viewing announcement usage measurements (list measurements announcement command)
Information source
Each Gateway that will be used to provide announcements through the embedded VAL circuitry on the Gateway processor circuit pack must be assigned on the Media-Gateway screen and enabled using the enable announcements command before announcements can be recorded using the telephone or played from that gateway.
Note:
For more information about the Media-Gateway screen, and for a description of commands, see Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers.
Announcements can be administered to a gateway and files can be FTPed to that gateway even though it is disabled. However, the Gateway first must be assigned on the Media-Gateway screen so as to be used for gateway announcements.
Each Gateway when enabled is counted as a VAL circuit pack towards the system limit of either 1 VAL circuit pack (if the VAL Maximum Capacity field is n) or 10 circuit packs (for the Avaya Servers) if the VAL Maximum Capacity field is y.
First the Gateway must have the V9 field assigned to gateway-announcements on the Media-Gateway screen before the Gateway embedded VAL (v VAL) can be enabled.
Then the Gateway embedded VAL is enabled using the enable announcement-board gggV9 command (where ggg is the gateway number assigned on the Media-Gateway screen).
The Gateway embedded VAL also can be disabled using the disable announcement-board ggV9 command. This removes that gateway from the VAL circuit pack count but announcements already assigned and recorded/FTPed on that circuit pack remain but will not play.
Avaya Aura® Communication Manager Feature Description and Implementation.
Avaya Aura® Communication Manager Reports and Avaya Aura® Communication Manager Feature Description and Implementation.
Table continues...
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Task Troubleshooting announcements
Troubleshooting VAL hardware
VAL or Gateway Virtual VAL resources
Information source Avaya Aura® Communication Manager Feature Description and Implementation. Maintenance Procedures for Avaya Aura® Communication Manager, Branch Gateways and Servers for your model.
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Chapter 19: Managing Group Communications
Voice Paging Over Loudspeakers setup
Use this procedure to allow users to make voice pages over an external loudspeaker system connected to Communication Manager. If you're using an external paging system instead of an auxiliary trunk circuit pack, don't use this procedure. External systems typically connect to a trunk or station port and are not administered through the Loudspeaker Paging screen. For more information about voice paging over loudspeakers, see Avaya Aura® Communication Manager Feature Description and Implementation. See Speakerphone paging setup for another way to let users page.
Preparing to set up Voice Paging Over Loudspeakers
Procedure Verify that your server running Communication Manager has one or more auxiliary trunk circuit packs with enough available ports to support the number of paging zones you define. Each paging zone requires 1 port. For information on specific circuit packs, see the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207.
Setting Up Voice Paging Over Loudspeakers example
About this task As an example, we will set up voice paging for an office with 5 zones. We'll allow users to page all 5 zones at once, and we'll assign a class of restriction of 1 to all zones. Procedure
1. Enter change paging loudspeaker. 2. In the Voice Paging Timeout field, enter 30.
This field sets the maximum number of seconds a page can last. In our example, the paging party will be disconnected after 30 seconds.
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Voice Paging Over Loudspeakers setup
3. In the Port field for Zone 1, enter 01C0501.
Use this field to assign a port on an auxiliary trunk circuit pack to this zone.
4. In the Voice Paging -- TAC field enter 301.
Use this field to assign the trunk access code users dial to page this zone. You cannot assign the same trunk access code to more than one zone.
5. In the Voice Paging -- COR field enter 1.
Use this field to assign a class of restriction to this zone. You can assign different classes of restriction to different zones.
6. On the Zone 1 row, enter Reception area in the Location field.
Give each zone a descriptive name so you can easily remember the corresponding physical location.
7. Repeat steps 4 through 6 for zones 2 to 5.
8. In the ALL row, enter 310 in the Voice Paging -- TAC field and 1 in the Voice Paging -- COR field.
By completing this row, you allow users to page all zones at once. You do not have to assign a port to this row.
9. Select Enter to save your changes.
You can integrate loudspeaker voice paging and call parking. This is called "deluxe paging." You enable deluxe paging by entering y in the Deluxe Paging and Call Park Timeout to Originator field on the Feature-Related System Parameters screen. To allow paged users the full benefit of deluxe paging, you should also enter a code in the Answer Back Access Code field on the Feature Access Code (FAC) screen if you haven't already: paged users will dial this code + an extension to retrieve calls parked by deluxe paging.
Loudspeaker Paging troubleshooting
This section lists the known or common problems that users might experience with the Loudspeaker Paging feature.
Problem Users cannot page.
Calls to an extension are heard over the loudspeakers.
Possible cause
The attendant has control of the trunk group.
The extension might have been forwarded to a trunk access code used for paging.
Action Deactivate attendant control.
Deactivate call forwarding or change the extension to which calls are forwarded.
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Managing Group Communications
User considerations for Voice Paging Over Loudspeakers
Users page by dialing the trunk access code assigned to a zone and speaking into their handset. For your users' convenience, you might also want to consider the following options:
· Add the paging trunk access codes to an abbreviated dialing list and allow users to page using the list.
· Assign individual trunk access codes to Autodial buttons. · Assign individual trunk access codes to Busy buttons. The status lamp tells the user whether
or not the trunk is busy. · For attendants, you can provide one-button paging access by assigning trunk access codes
for paging zones to the Direct Trunk Group Select buttons on the attendant console. With an appropriate class of restriction, remote callers can also make loudspeaker pages. When deluxe paging is enabled, if a user with an active call dials the trunk access code for a paging zone the active call is automatically parked.
· Users dial the trunk access code + "#" to page and park an active call on their own extensions.
· Users with console permission can park a call on any extension by dialing the trunk access code + the extension.
· Attendants or users with console permissions can park calls to common shared extensions. · Parked calls can be retrieved from any telephone. Paged users simply dial the answer back
feature access code + the extension where the call is parked.
Chime Paging Over Loudspeakers setup
Use this procedure to allow users to make chime pages over an external loudspeaker system connected to your Avaya Server. Users page by dialing a trunk access code and the extension of the person they want to page. The system plays a unique series of chimes assigned to that extension. This feature is also known as Code Calling Access. To set up chime paging, you fill out the necessary fields on the Loudspeaker Paging screen and then assign chime codes to individual extensions on the Code Calling IDs screen. For more information about chime paging over loudspeakers, see Avaya Aura® Communication Manager Feature Description and Implementation. See Speakerphone paging setup below for another way to let users page.
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Chime Paging Over Loudspeakers setup
Preparing to set up Chime Paging Over Loudspeakers
Procedure Verify that your server running Communication Manager has one or more auxiliary trunk circuit packs with enough available ports to support the number of paging zones you define. Each paging zone requires 1 port. For information on specific circuit packs, see Avaya Aura® Communication Manager Hardware Description and Reference.
Setting up Chime Paging Over Loudspeakers example
About this task As an example, we will set up chime paging for a clothing store with 3 zones. We'll allow users to page all zones at once, and we will assign a class of restriction of 1 to all zones. Procedure
1. Enter change paging loudspeaker. 2. In the Code Calling Playing Cycles field, enter 2.
This field sets the number of times a chime code plays when someone places a page. 3. In the Port field for Zone 1, enter 01A0301.
Use this field to assign a port on an auxiliary trunk circuit pack to this zone. 4. In the Code Calling -- TAC field enter 80.
Use this field to assign the trunk access code users dial to page this zone. You cannot assign the same trunk access code to more than one zone. 5. In the Code Calling -- COR field enter1. Use this field to assign a class of restriction to this zone. You can assign different classes of restriction to different zones. 6. On the Zone 1 row, enter Men's Department in the Location field. Give each zone a descriptive name so you can easily remember the corresponding physical location. 7. Repeat steps 4 through 6 for zones 2 and 3. 8. In the ALL row, enter89 in the Code Calling -- TAC field and 1 in the Code Calling -- COR field. By completing this row, you allow users to page all zones at once. You do not have to assign a port to this row. 9. Select Enter to save your changes.
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Managing Group Communications
Assigning chime codes example
Procedure 1. Enter change paging code-calling-ids. 2. Enter the first extension, 2130, in the Ext field for Id 111.
Each code Id defines a unique series of chimes. 3. Assign chime codes to the remaining extensions by typing an extension number on the line
following each code Id.
You can assign chime codes to as many as 125 extensions. 4. Select Enter to save your changes.
Chime Paging Over Loudspeakers troubleshooting
Problem Users report that they can't page.
Possible causes
The attendant has taken control of the trunk group.
Solutions Deactivate attendant control.
User considerations for Chime Paging Over Loudspeakers
Users page by dialing the trunk access code assigned to a zone. For your users' convenience, you might also want to consider the following options:
· Add the paging trunk access codes to an abbreviated dialing list and allow users to page using the list.
Note:
Don't use special characters in abbreviated dialing lists used with chime paging.
· Assign individual trunk access codes to Autodial buttons.
· Assign individual trunk access codes to Busy buttons. The status lamp tells the user whether or not the trunk is busy.
· For attendants, you can provide one-button paging access by assigning trunk access codes for paging zones to the Direct Trunk Group Select buttons on the attendant console.
With an appropriate class of restriction, remote callers can also make loudspeaker pages.
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Speakerphone paging setup
Speakerphone paging setup
Use this procedure to allow users to make an announcement over a group of digital speakerphones. By dialing a single extension that identifies a group, users can page over all the speakerphones in that group. Speakerphone paging is one-way communication: group members hear the person placing the page but cannot respond directly. See Group Paging in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for detailed information on paging over speakerphones.
Preparing to set up speakerphone paging
Procedure Verify that you have DCP set speakerphones or IP set speakerphones.
Setting up speakerphone paging example
About this task To set up speakerphone paging, you create a paging group and assign telephones to it. In the following example, we'll create paging group 1 and add 4 members. Procedure
1. Type add group-page 1. 2. In the Group Extension field, enter 3210.
This field assigns the extension users dial to page the members of this group. 3. In the Group Name field, enter Sales staff.
This system displays this name on callers' telephone display when they page the group. 4. In the COR field, enter 5.
Any user who wants to page this group must have permission to call COR 5. 5. In the Ext field in row 1, enter 2009. 6. Enter the remaining extensions that are members of this group.
Communication Manager fills in the Name fields with the names from the Station screen when you save your changes. 7. Set the Alert field to y for telephones that require an alert message to enable ringing, for example, Spectralink wireless telephones. 8. Select Enter to save your changes.
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Managing Group Communications
Speakerphone paging troubleshooting
Problem Users get a busy signal when they try to page.
Some group members report that they don't hear a page.
Possible causes
All telephones in the group are busy or off-hook.
All telephones in the group have Send All Calls or Do Not Disturb activated.
Some telephones in the group are busy or off-hook.
Some telephones in the group have Send All Calls or Do Not Disturb activated.
Solutions Wait a few minutes and try again.
Group members must deactivate these features to hear a page.
Wait a few minutes and try again.
Group members must deactivate these features to hear a page.
Speakerphone paging capacities
· You can create up to 32 paging groups on Communication Manager. · Each group can have up to 32 extensions in it. · One telephone can be a member of several paging groups.
Whisper Paging users who are on active calls
Use this procedure to allow one user to interrupt another user's call and make a private announcement. This is called whisper paging. The paging user dials a feature access code or presses a feature button, then dials the extension they want to call. All 3 users can hear the tone that signals the page, but only the person on the paged extension can hear the pager's voice: other parties on the call cannot hear it, and the person making the page cannot hear anyone on the call.
See Whisper Paging in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for detailed information on whisper paging.
Preparing to set up Whisper Paging
Procedure
1. Verify that your Communication Manager server has a circuit pack that supports whisper paging.
For information on specific models, see the Avaya Aura® Communication Manager Hardware Description and Reference, 555-245-207.
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Telephones as Intercoms administration
2. Verify that your users have 6400-, 7400-, 8400-, or 9400-series DCP (digital) telephones.
Whisper Paging setup
You give users the ability to use whisper paging by administering feature buttons or feature access codes. You can give users feature buttons that make, answer, or block whisper pages. Using the Station screen, you can administer these buttons in any combination as appropriate:
· Whisper Page Activation -- to place a whisper page. · Answerback -- to answer a whisper page.
Pressing the answerback button automatically puts any active call on hold and connects the paged user to the paging user. · Whisper Page Off-- to block whisper pages. If possible, assign this function to a button with a lamp so the user can tell when blocking is active. You cannot administer this button to a soft key. To make a whisper page by dialing a feature access code, you simply need to enter a code in the Whisper Page Activation Access Code field on the Feature Access Code (FAC) screen. See Avaya Aura® Communication Manager Screen Reference, for information about the screens referred in this topic.
Telephones as Intercoms administration
Use this feature to make communications quicker and easier for users who frequently call each other. With the intercom feature, you can allow one user to call another user in a predefined group just by pressing a couple of buttons. You can even administer a button that always calls a predefined extension when pressed. Administering the intercom feature is a 2-step process. First, you create an intercom group and assign extensions to it. Then, to allow group members to make intercom calls to each other, you administer feature buttons on their telephones for automatic intercom, dial intercom, or both. This section also provides instructions for allowing one user to pick up another user's intercom calls. See Abbreviated Dialing in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for information on another way for users to call each other without dialing complete extension numbers. See Intercom in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for detailed information on intercom functions.
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Managing Group Communications
Administering intercom feature buttons example
About this task To allow users to make intercom calls, you must administer feature buttons on the telephones in the intercom group. You can administer buttons for dial intercom, automatic intercom, or both on multi-appearance telephones. You can't administer either intercom feature on single-line telephones, but you can assign single-line telephones to intercom groups so those users can receive intercom calls. As an example, we will set up automatic intercom between extensions 2010 (dial code = 1) and 2011 (dial code = 2) in intercom group 1. Procedure
1. Enter change station 2010. 2. Move to the page with the BUTTON ASSIGNMENTS fields. 3. In BUTTON ASSIGNMENTS field 4, enter auto-icom.
Press Tab. The Grp and DC fields appear. 4. In the Grp field, enter 1. This is the number of the intercom group. Since an extension can belong to more than one intercom group, you must assign a group number to intercom buttons. 5. In the DC field, enter 2. This is the dial code for extension 2011, the destination extension. 6. Select Enter to save your changes. 7. Repeat steps 1 to 6 for extension 2011. Assign a dial code of 1 to 2011's automatic intercom button. To give a member of a group the ability to make intercom calls to all the other members, administer a Dial Intercom button on the member's telephone. Type the number of the intercom group in the Grp field beside the Dial Intercom button. You can also give one user instant, one-way access to another. For example, to give user A instant, one-way access to user B, administer an Automatic Intercom button on A's telephone only. You don't have to administer any intercom button on B's telephone. If B has a Dial Intercom button, he can make an intercom call to A the same way as he would to any other group member. When users are in the same call pickup group, or if Directed Call Pickup is enabled on your server running Communication Manager, one user can answer an intercom call to another user. To allow users to pick up intercom calls to other users, you must enter y in the Call Pickup on Intercom Calls field on the Feature-Related System Parameters screen.
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Automatic Answer Intercom Calls setup
Administering an intercom group example
About this task In this example, we'll create intercom group 1 and add extensions 2010 to 2014 Procedure
1. Enter add intercom-group 1 2. Enter 1 in the Length of Dial Code field.
Dial codes can be 1 or 2 digits long. 3. On row 1, enter 2010 in the Ext field. 4. On row 1, enter 1 in the DC field.
This is the code a user will dial to make an intercom call to extension 2010. The length of this code must exactly match the entry in the Length of Dial Code field. 5. Repeat steps 3 and 4 for the remaining extensions. Dial codes don't have to be in order. Communication Manager fills in the Name field with the name from the Station screen when you save changes. 6. Select Enter to save your changes.
Automatic Answer Intercom Calls setup
About this task A user can use Automatic Answer Intercom Calls (Auto Answer ICOM) to answer an intercom call within the intercom group without pressing the intercom button. Auto Answer ICOM works with digital, BRI, and hybrid telephones with built-in speaker, headphones, or adjunct speakerphone.
Security alert: Press the Do Not Disturb button or the Send All Calls button on your telephone when you don't want someone in your intercom group to listen in on a call. Auto Answer ICOM does not work when the Do Not Disturb button or the Send All Calls button is pressed on the telephone.
Administering Auto Answer ICOM example
About this task This section contains an example, with step-by-step instructions, on how to set up Auto Answer ICOM.
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Managing Group Communications
In this example, you set up Auto Answer ICOM on station 12345. Procedure
1. Enter change station 12345. The system displays the Station screen for extension 12345. Click Next Page until you see the Feature Options page.
2. Move to the Auto Answer field and enter icom. 3. Select Enter to save your changes.
Service Observing Calls
About this task Use this procedure to allow designated users, normally supervisors, to listen to other users' calls. This capability is often used to monitor service quality in call centers and other environments where employees serve customers over the telephone. On Communication Manager, this is called "service observing" and the user observing calls is the "observer." This section describes service observing in environments without Automatic Call Distribution (ACD) or call vectoring. To use service observing in those environments, see Avaya Aura® Call Center 5.2 Automatic Call Distribution (ACD) Reference, 07-602568. See Service Observing in Avaya Aura® Communication Manager Feature Description and Implementation, 55-245-205, for detailed information on service observing.
Preparing to set up Service Observing
1. On the System Parameter Customer-Options screen, verify that the: · Service Observing (Basic) field is y.
2. If you want to enable remote service observing by allowing remote users to dial a feature access code, verify the: · Service Observing (Remote/By FAC) field is y.
If the appropriate field is disabled, go to the Avaya Support website at http://support.avaya.com.
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Service Observing Calls
Setting up Service Observing example
About this task
Security alert: Listening to someone else's calls might be subject to federal, state, or local laws, rules, or regulations. It might require the consent of one or both of the parties on the call. Familiarize yourself with all applicable laws, rules, and regulations and comply with them when you use this feature. In this example, we'll set up service observing for a manager. The manager's class of restriction is 5. We'll assign a feature button to the manager's telephone and allow her to monitor calls on local extensions that have a class of restriction of 10. Everyone on an observed call will hear a repetitive warning tone. Procedure 1. Set the observer's class of restriction to permit service observing:
a. In the Class of Restriction screen for COR 5, enter y in the Can Be A Service Observer field.
b. Move to the page of the Class of Restriction screen that shows service observing permissions.
c. Enter y in the field for class of restriction 10. 2. In the Class of Restriction screen for COR 10, enter y in the Can Be Service Observed
field. Anyone with class of restriction 5 now has permission to observe extensions with class of restriction 10. To further restrict who can observe calls or be observed, you might want to create special classes of restriction for both groups and use these classes only for the appropriate extensions. 3. In the Station screen, assign a Service Observing button to the observer's telephone. A service observing button permits users to switch between listen-only and listen-and-talk modes simply by pressing the button. 4. To activate the warning tone, enter y in the Service Observing -- Warning Tone field on the Feature-Related System Parameters screen. A unique 2-second, 440-Hz warning tone plays before an observer connects to the call. While the call is observed, a shorter version of this tone repeats every 12 seconds. 5. For users to activate service observing by feature access codes, use the Feature Access Code (FAC) screen to administer codes in one or both of the following fields: · Service Observing Listen Only Access Code · Service Observing Listen/Talk Access Code
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Managing Group Communications
When using feature access codes, observers must choose a mode at the start of the session. They cannot switch to the other mode without ending the session and beginning another.
Note: Feature access codes are required for remote observing.
Best practices for service observing
Procedure 1. Do not add a bridged appearance as line appearance 1 for any station. Doing this can cause unexpected feature interactions with features like Service Observing and TTI. 2. You can observe calls on a primary extension as well as all bridged appearances of that extension. You cannot observe the bridged appearances on the bridged extension's telephone. For example, if you are observing extension 3082 and this telephone also has a bridged appearance for extension 3282, you cannot observe calls on the bridged call appearance for 3282. But if you observe extension 3282, you can observe activity on the primary and all of the bridged call appearances of 3282. 3. If you are a primary telephone user or a bridging user, you can bridge onto a service observed call of the primary at any time. If you are a bridging user, you cannot activate Service Observing using a bridged call appearance. 4. If the primary line is service observing on an active call, a bridged call appearance cannot bridge onto the primary line that is doing the service observing.
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Chapter 20: Managing Data Calls
Types of Data Connections
You can use Communication Manager to allow the following types of data elements or devices to communicate to the world:
· Data Terminals · Personal Computers · Host Computers (for example, CentreVu CMS) · Digital Telephones (Digital Communications Protocol (DCP) and Integrated Services Digital
Network-Basic Rate Interface (ISDN-BRI)) · Audio or Video Equipment · Printers · Local area networks (LAN) You enable these connections using a large variety of data communications equipment, such as: · Modems · Data Modules · Asynchronous Data Units (ADU) · Modem Pools · Data or modem pooling circuit packs Once you have connected these data devices to Communication Manager, you can use networking and routing capabilities to allow them to communicate with other devices over your private network or the public network. This section describes the system features available to enable data communications.
Data Call Setup
Data Call Setup provides multiple methods to set up a data call: · Data-terminal (keyboard) dialing
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Managing Data Calls
· Telephone dialing · Hayes AT command dialing · Administered connections · Hotline dialing
Data Call Setup Administration
Administering Data Call Setup for data-terminal dialing
Procedure 1. Choose one of the following data modules and administer all fields: · Processor or Trunk Data Module · Data Line Data Module · 7500 Data Module 2. On the Modem Pool Group screen, administer the Circuit Pack Assignments field.
Administering Data Call Setup for telephone dialing
Procedure 1. Choose one of the following: · On the Feature Access Code (FAC) screen, administer the Data Origination Access Code field. For more information about this field, see Avaya Aura® Communication Manager Screen Reference. · On the Station screen, assign one button as data-ext (Ext:). 2. Choose one of the following data modules and administer all fields: · Processor or Trunk Data Module · Data Line Data Module 3. On the Modem Pool Group screen, administer the Circuit Pack Assignments field.
Data Call Setup port assignments
Depending on the hardware used, assign ports to the following: · Data modules · 7400D-series or CALLMASTER digital telephones · 7500D-series telephones with asynchronous data module (ADM) · Analog modems (port is assigned using 2500 telephone screen)
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Data Call Setup
Characters used in Data Call Setup
Basic-digit dialing is provided through an ADM or 7500B data module. The user can enter digits from 0 to 9, *, and # from a 7500 or 8500 series telephone keypad or an EIA-terminal interface. In addition, the user can dial the following special characters.
Table 2: Special characters
Character SPACE, -, (, and)
+ character (wait) , (pause) % (mark)
UNDERLINE or BACKSPACE @
Use
improves legibility. Communication Manager ignores these characters during dialing.
interrupts or suspends dialing until the user receives dial tone
inserts a 1.5-second pause
indicates digits for end-to-end signaling (touch-tone). This is required when the trunk is rotary. It is not required when the trunk is touchtone.
corrects previously typed characters on the same line
deletes the entire line and starts over with a new DIAL: prompt
Each line of dialing information can contain up to 42 characters (the + and % characters count as two each). Examples of dialing are:
· DIAL: 3478 · DIAL: 9+(201) 555-1212 · DIAL: 8, 555-2368 · DIAL: 9+555-2368+%9999+123 (remote access)
DCP and ISDN-BRI module call-progress messages
The following call-progress messages and their meanings are provided for DCP and ISDN-BRI modules.
Table 3: Call-progress messages
Message DIAL:
CMD
RINGING BUSY
ANSWERED
Application DCP
BRI
DCP, BRI DCP, BRI
DCP, BRI
Meaning
Equivalent to dial tone. Enter the required number or FAC followed by Enter.
Equivalent to dial tone. Enter the required number or FAC followed by Enter.
Equivalent to ringing tone. Called terminal is ringing.
Equivalent to busy tone. Called number is busy or out of service.
Call is answered.
Table continues...
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Managing Data Calls
Message
Application
ANSWERED - NOT DATA DCP
TRY AGAIN
DCP, BRI
DENIED
DCP, BRI
ABANDONED NO TONE CHECK OPTIONS XX IN QUEUE PROCESSING TIMEOUT FORWARDED
DCP, BRI DCP, BRI DCP, BRI DCP, BRI DCP, BRI DCP, BRI DCP, BRI
INCOMING CALL INVALID ADDRESS WRONG ADDRESS PLEASE ANS-
TRANSFER CONFIRMED
OTHER END DISCONNECTED WAIT WAIT, XX IN QUEUE
DCP, BRI DCP BRI DCP, BRI
DCP DCP, BRI
DCP, BRI DCP, BRI DCP, BRI DCP
Meaning
Call is answered and a modem answer tone is not detected.
Equivalent to reorder tone. System facilities are currently unavailable.
Equivalent to intercept tone. Call cannot be placed as dialed.
Calling user has abandoned the call.
Tone is not detected.
Data-module options are incompatible.
Current position in queue.
Out of queue. Facility is available.
Time is exceeded. Call terminates.
Equivalent to redirection-notification signal. Called terminal activates Call Forwarding and receives a call, and call is forwarded.
Equivalent to ringing.
Entered name is not in alphanumeric-dialing table.
Entered name is not in alphanumeric-dialing table.
Originating telephone user transferred call to data module using One-Button Transfer to Data.
Data Call Return-to-Voice is occurring.
Equivalent to confirmation tone. Feature request is accepted, or call has gone to a local coverage point.
Endpoint has terminated call.
Call is disconnected.
Normal processing continues.
Call is in a local hunt-group queue.
DCP data modules
Using DCP data-terminal dialing
About this task A user can use DCP data-terminal dialing to set up and disconnect data calls directly from a data terminal as follows. Procedure
1. At the DIAL prompt, the user types the data number. 2. If the call is queued, the message WAIT, XX IN QUEUE displays.
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Data Call Setup
The queue position XX updates as the call moves up in queue.
3. To originate and disconnect a call, the user presses BREAK.
If the terminal does not generate a two-second continuous break signal, the user can press originate or disconnect on the data module.
4. The user can enter digits at the DIAL: prompt.
DCP telephone dialing
Telephone users can use DCP telephone dialing to originate and control data calls from a telephone.
Users can set up a call using any unrestricted telephone and then transfer the call to a data endpoint.
The primary way to make data calls is with multiappearance telephone data-extension buttons. Assign any administrable feature button as a data-extension button. The data-extension button provides one-touch access to a data module. The number of assigned data-extension buttons per telephone is not limited.
The following options, either alone or combined, permit flexibility in making data calls from a telephone.
· One-Button Transfer to Data
A user can transfer a call to the associated data module by pressing the data-extension button after the endpoint answers.
· Return-to-Voice
A user can change the connection from data to voice. The user presses the data-extension button associated with the busy data module. If the user hangs up, the call disconnects. Return of a data call to the telephone implies that the same data call is continued in the voice mode, or transferred to point.
The Return-to-Voice feature is denied for analog adjuncts.
· Data Call Preindication
A user, before dialing a data endpoint, can reserve the associated data module by pressing the data-extension button. This ensures that a conversion resource, if needed, and the data module are reserved for the call. Avaya recommends the use of Data Call Preindication before 1-button transfer to data for data calls that use toll-network facilities. Data Call Preindication is in effect until the associated data-extension button is pressed again for a 1button transfer; there is no time-out.
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Managing Data Calls
ISDN-BRI data modules
Using ISDN-BRI data-terminal dialing
About this task Your can set up and disconnect data calls directly from a data terminal without using a telephone as follows: Procedure
1. Press Enter a few times.
2. If the CMD: prompt does not appear, press Break A + T at the same time, and then press Enter..
3. At the CMD: prompt, the user types and presses au Enter. 4. To disconnect, enter +++.
5. At the CMD: prompt, the type end and press Enter.
ISDN-BRI telephone dialing
To make a data call, an ISDN-BRI telephone user presses the data button on the terminal, enters the number on the dial pad, and then presses the data button again. The following data functions are unavailable on ISDN-BRI telephones:
· One-Button Transfer to Data · Return-to-Voice · Data Call Preindication · Voice-Call Transfer to Data and Data-Call Transfer to Voice The system handles all presently defined BRI bearer data-call requests. Some capabilities that are not supported by Avaya terminals are provided by non-Avaya terminals. If Communication Manager does not support a capability, a proper cause value returns to the terminal. BRI terminals receive a cause or reason code that identifies why a call is being cleared. The BRI data module converts certain cause values to text messages for display. In a passive-bus multipoint configuration, the system supports two BRI endpoints per port, thus doubling the capacity of the BRI circuit pack. When you change the configuration of a BRI from point-to-point to multipoint, the original endpoint does not need to reinitialize. Only endpoints that support service profile identifier (SPID) initialization can be administered in a multipoint configuration.
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Data Call Setup
Analog modems
When a telephone user places a data call with a modem, the user dials the data-origination access code assigned in the system before dialing the endpoint.
Considerations for Data Call Setup
· A BRI telephone cannot call a data terminal, and a data terminal cannot call a BRI telephone.
Interactions for Data Call Setup
· Abbreviated Dialing Only 22 of the 24 (maximum) digits in an abbreviated-dialing number are available for keyboard dialing. The remaining two digits must contain the wait indicator for tone detection.
· Call Coverage A hunt group made up of data endpoints cannot be assigned a coverage path.
· Call Detail Recording CDR records the use of modem pools on trunk calls.
· Call Forwarding All Calls Calls received by a data module can be forwarded. Activate Call Forwarding All Calls with data-terminal (keyboard) dialing. If the forwarded-to endpoint is an analog endpoint and the caller is a digital endpoint, modem pooling is activated automatically.
· Pooled Modems with Hunt Groups UCD can provide a group of data modules or analog modems for answering calls to connected facilities (for example, computer ports).
· World-Class Tone Detection Multiple-line data-terminal dialing is supported if the administered level of tone detection is precise. You can administer tone-detection options. The message that Data Call Setup sends to users varies according to the option. If the option is not set to precise, and a data call is set up over an analog trunk, messages describing the status of the called endpoint (for example, RINGING, BUSY, TRY AGAIN) change according to which tone-detection option is selected.
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Managing Data Calls
Alphanumeric Dialing
Alphanumeric Dialing enhances data-terminal dialing using which users can place data calls by entering an alphanumeric name rather than a long string of numbers. For example, a user could type 9+1-800-telefon instead of 9+1-800-835-3366 to make a call. Users need to remember only the alpha-name of the far-end terminating point. You can use Alphanumeric Dialing to change a mapped string (digit-dialing address) without having to inform all users of a changed dial address. Users dial the alpha name. When a user enters an alphanumeric name, the system converts the name to a sequence of digits according to an alphanumeric-dialing table. If the entered name is not found in the table, the system denies the call attempt and the user receives either an Invalid Address message (DCP) or a Wrong Address message (ISDN-BRI). Because data terminals access Communication Manager via DCP or ISDN-BRI data modules, dialing procedures vary:
· For DCP, at the DIAL: prompt users type the alphanumeric name. Press Enter. · For ISDN-BRI, at the CMD:prompt users type d, a space, and the alphanumeric name. Press
Enter. More than one alphanumeric name can see the same digit string.
Administering Alphanumeric Dialing
Procedure On the Alphanumeric Dialing Table screen, administer the Alpha-name and Mapped String fields.
Considerations for Alphanumeric Dialing
Note: Alphanumeric dialing does not apply to endpoints with Hayes modems.
Data Hotline
Data Hotline provides for automatic-nondial placement of a data call preassigned to an endpoint when the originating server goes off-hook. Use for security purposes. The endpoint can be used for hotline dialing if the users can use the endpoint software to select the dial function without entering a number.
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Data Privacy
Administering Data Hotline
About this task You can use an abbreviated dialing list for your default ID. See Abbreviated Dialing in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for more information. Procedure
1. On the Station screen, administer the following fields. · Abbreviated Dialing List · Special Dialing Option · Hot Line Destination
2. On the Data Module screen, administer the Abbreviated Dialing List1 field. The system automatically places Data Hotline calls to preassigned extensions or offpremises numbers. Calling terminals are connected to the system by a data module. Users should store the destination number in the abbreviated dialing list for future reference.
Interactions for Data Hotline
· Call Forwarding -- All Calls A Data Hotline caller cannot activate both Call Forwarding and Data Hotline. Dialing the Call Forwarding feature access code (FAC) causes activation of the Data Hotline instead.
Data Privacy
Data Privacy protects analog data calls from being disturbed by any of the system's overriding or ringing features.
Administering Data Privacy
Procedure 1. On the Feature Access Code (FAC) screen, administer the Data Privacy Access Code field. 2. On the Class of Service screen, administer the Data Privacy field. 3. On the Station screen, administer the Class of Service field.
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Managing Data Calls
To activate this feature for a call, the user must dial the Data Privacy FAC in the beginning of the call. If Data Privacy is disabled on the calling station's COS, the user hears intercept tone immediately after dialing the Data Privacy FAC.
Considerations for Data Privacy
· Data Privacy applies to both voice and data calls. You can activate Data Privacy on Remote Access calls, but not on other incoming trunk calls. Data Privacy is canceled if a user transfers a call, is added to a conference call, is bridged onto a call, or disconnects from a call. You can activate Data Privacy on calls originated from attendant consoles.
· For virtual extensions, assign the Data Privacy Class of Service to the mapped-to physical extension.
Interactions for Data Privacy
· Attendant Call Waiting and Call Waiting Termination If Data Privacy is active, Call Waiting is denied.
· Bridged Call Appearance -- Single-Line Telephone If you activate Data Privacy or assign Data Restriction to a station involved in a bridged call and the primary terminal or bridging user attempts to bridge onto the call, this action overrides Data Privacy and Data Restriction.
· Busy Verification Busy Verification cannot be active when Data Privacy is active.
· Intercom -- Automatic and Dial An extension with Data Privacy or Data Restriction active cannot originate an intercom call. The user receives an intercept tone.
· Music-on-Hold Access If a user places a call with Data Privacy on hold, the user must withhold Music-on-Hold to prevent the transmission of tones that a connected data service might falsely interpret as a data transmission.
· Priority Calls If a user activates Data Privacy, Priority Calls are denied on analog telephones. However, Priority Calls appear on the next available line appearance on multiappearance telephones.
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Default Dialing
Default Dialing
Default Dialing provides data-terminal users who dial a specific number the majority of the time a very simple method of dialing that number. Normal data terminal dialing and alphanumeric dialing are unaffected. Default Dialing enhances data terminal (keyboard) dialing using which a data terminal user can place a data call to a pre-administered destination by either pressing Enter at the DIAL: prompt (for data terminals using DCP data modules) or typing d and pressing Enter at the CMD: prompt (for data terminals using ISDN-BRI data modules). The data-terminal user with a DCP data module can place calls to other destinations by entering the complete address after the DIAL: prompt (normal data terminal dialing or alphanumeric dialing). The data-terminal user with an ISDN-BRI data module can place calls to other destinations by typing d, a space, the complete address. Press Enter after the CMD: prompt.
Note: DU-type hunt groups connecting the system to a terminal server on a host computer have hunt-group extensions set to no keyboard dialing. For the AT command interface supported by the 7400A/7400B/8400B data module, to dial the default destination, enter the ATD command (rather than press return).
Administering Default Dialing
About this task You can use an abbreviated dialing list for your default ID. See Abbreviated Dialing in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205, for more information. Procedure On the Data Module screen, administer the following fields: · Special Dialing Option as default. · Abbreviated Dialing List, enter the list to use. · AD Dial Code.
Data Restriction
Data Restriction protects analog-data calls from being disturbed by any of the system's overriding or ringing features or system-generated tones. Data Restriction applies to both voice and data calls.
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Managing Data Calls
Once you administer Data Restriction for an analog or multiappearance telephone or trunk group, the feature is active on all calls to or from the terminal or trunk group.
Note: Do not assign Data Restriction to attendant consoles.
Administering Data Restriction
Procedure 1. On the Station screen, set the Data Restriction field to y. 2. Choose one of the following trunk groups and set the Data Restriction field to y. · Access · Advanced Private-Line Termination (APLT) · Circuit Pack (CP) · Customer-Premises Equipment (CPE) · Direct Inward Dialing (DID) · Foreign Exchange (FX) · Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI) · Release-Link Trunk (RLT) · Tandem · Tie · Wide Area Telecommunications Service (WATS)
Interactions for Data Restriction
· Attendant Call Waiting and Call Waiting Termination If Data Restriction is active, Call Waiting is denied.
· Busy Verification Busy Verification cannot be active when Data Restriction is active.
· Intercom -- Automatic and Dial An extension with Data Privacy or Data Restriction activated cannot originate an intercom call. The user receives an Intercept tone.
· Music-on-Hold Access If a user places a call with Data Restriction on hold, The user must withhold Music-on-Hold to prevent the transmission of tones that a connected data service might falsely interpret as a data transmission.
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Data-Only Off-Premises Extensions
· Priority Calls Priority Calls are allowed if the analog station is idle. Call Waiting (including Priority Call Waiting) is denied if the station is busy. However, Priority Calls appear on the next available line appearance on multiappearance telephones.
· Service Observing A data-restricted call cannot be service observed.
Data-Only Off-Premises Extensions
Users can use Data-Only Off-Premises Extensions to make data calls involving data communications equipment (DCE) or digital terminal equipment (DTE) located remotely from the system site. A Data-Only Off-Premises Extension uses an on-premises modular trunk data module (MTDM). The system communicates with remote data equipment through the private-line facility linking the on-premises MTDM and the remote data equipment. Users can place data calls to this type of data endpoint using Telephone Dialing or Data Terminal (Keyboard) Dialing. Since there is no telephone at the remote site, originate data calls from the remote data terminal using Keyboard Dialing only.
Administering Data-Only Off-Premises Extensions
Procedure On the Processor/Trunk Data Module screen, administer all fields. For more information, see Data Module in Avaya Aura® Communication Manager Screen Reference, for more information.
Considerations for Data-Only Off-Premises Extensions
The system does not support communications between two TDMs. Modem Pooling is similar to a TDM, it cannot be used on calls to or from a Data-Only Off-Premises Extension.
Interactions for Data-Only Off-Premises Extensions
· Telephone Dialing An on-premises multiappearance telephone might have a Data Extension button associated with the TDM used for a Data-Only Off-Premises Extension. The telephone user and the
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Managing Data Calls
remote user share control of the data module. Actions of the user at the telephone might affect the remote user. - 1-Button Transfer to Data
The telephone user can transfer a call to the Data-Only Off-Premises Extension. The Data Extension button lamp on the telephone lights and the Call in Progress lamp on the data module lights during a data call. - Data Call Preindication The multiappearance telephone user presses the idle associated Data Extension button to reserve a data module. The data module is busy to all other users. When the user reserves a data module, the lamp associated with the Data Extension button winks and lights at any other associated telephones. A remote user receives the BUSY message when attempting to originate a call. - Return-to-Voice To establish a data call, the telephone user presses the associated busy Data Extension button to transfer the call to the telephone. The data module associated with the Data Extension button is disconnected from the call. The Call in Progress lamp on the data module goes dark.
Data Modules -- General
A data module is a connection device between a basic-rate interface (BRI) or DCP interface of the Avaya Server and DTE or DCE. The following types of data modules can be used with the system:
· Announcement data module · Data line data module · Processor or trunk data module (P/TDM) · 7500 data module · World Class BRI data module · Ethernet data module. · Point-to-Point Protocol (PPP) data module. For more information, see Administering Network Connectivity on Avaya Aura® Communication Manager, 555-233-504.
Note: The 51X series Business Communications Terminals (BCT) are not administered on the Data Module screen. The 510 BCT (equivalent to a 7405D with a display and built-in DTDM), 515 BCT (equivalent to a 7403D integrated with 7405D display module function, data terminal and
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Data Modules -- General
built-in DTDM), and the 7505D, 7506D, and 7507D have a DCP interface but have built-in data module functionality. Both are administered by means of the Station screen in Communication Manager.
Detailed description of data modules
TTI allows data modules without hardware translation to merge with an appropriate data module connected to an unadministered port. The unadministered port is given TTI default translation sufficient to allow a terminal connected to the data module (connected to the port) to request a TTI merge with the extension of a data module administered without hardware translation.
Note:
TTI is not useful for Announcement and X.25 hardware.
Administration Without Hardware supports PDM, TDM, Data-Line, Announcement, and X.25 data modules.
Note:
The 513 BCT has an EIA interface rather than a DCP interface (no built in data module, attachable telephone, or telephone features). The 513 BCT is not administered; only the data module to which the 513 BCT is connected is administered.
7400A/7400B+/8400B+ Data Module
Use the 7400A data module instead of an MTDM when you support combined Modem Pooling. The 7400A data module supports asynchronous operation at speeds up to 19200-bps, and provides a DCP interface to the server and an EIA 232C interface to the associated modem. The 7400A operates in stand-alone mode as a data module.
7400B+ and 8400B+ data modules support asynchronous-data communications and operate in stand-alone mode for data-only service or in linked mode, which provides simultaneous voice and data service. The 7400B+ and 8400B+ provide voice and data communications to 7400D series telephones and 602A1 CALLMASTER telephones that have a connection to a data terminal or personal computer. The data modules integrate data and voice into the DCP protocol required to interface with the server via a port on a digital-line circuit pack. Use the 7400B+ or 8400B+ instead of an MPDM when you need asynchronous operation at speeds up to 19.2-kbps to provide a DCP interface to the server for data terminals and printers. The 7400B+ and 8400B+ do not support synchronous operation and keyboard dialing. Dialing is provided using the standard Hayes command set.
7400D
This data module supports synchronous operation with CMS and DCS. It provides synchronous data transmissions at speeds of 19.2-Kbps full duplex.
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Managing Data Calls
7400C High Speed Link
The 7400C high-speed link (HSL) is a data-service unit that allows access to DCP data services. It provides synchronous data transmission at speeds of 56- and 64-Kbps and provides a link to highspeed data networks. Used for Group 4 fax applications that include electronic mail and messaging, and electronic storage of printed documents and graphics. Use the 7400C for video teleconferencing and LAN interconnect applications.
7500 Data Modules
The 7500 Data Module connects DTE or DCE to the ISDN network. The 7500 Data Module supports EIA 232C and V.35 interfaces and RS-366 automatic-calling unit interface (for the EIA 232C interface only). The 7500 has no voice functions. Configure in the following ways:
· Asynchronous DCE 300, 1200, 2400, 4800, 9600, 19200-bps
· Synchronous DCE 1200, 2400, 4800, 9600, 19200, 56000, 64000-bps
· Asynchronous DTE (used for modem pooling) up to 19200-bps
The 7500 Data Module is stand-alone or in a multiple-mount housing.
Asynchronous Data Module
Note: The alias station command cannot be used to alias data modules. Use the Asynchronous Data Module (ADM) with asynchronous DTEs as a data stand for the 7500 and 8500 Series of ISDN-BRI telephones, thus providing connection to the ISDN network. The ADM provides integrated voice and data on the same telephone and supports data rates of 300, 1200, 2400, 4800, 9600, and 19200-bps. This module also supports the Hayes command set, providing compatibility with Personal Computer communications packages.
Administered Connections
Use the Administered Connections (AC) feature to establish an end-to-end connection between two access or data endpoints. Communication Manager automatically establishes the connection based on the attributes that you administer. The Administered Connections feature provides the following abilities:
· Support of both permanent and scheduled connections
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Detailed description of Administered Connections
· Autorestoration (preserving the active session) for connections that are routed over Software Defined Data Network (SDDN) trunks
· An administrable retry interval from 1 to 60 minutes for each AC · An administrable alarm strategy for each AC · An establish, retry, autorestoration order that is based on administered priority
Detailed description of Administered Connections
Establish an AC between the following: · Two endpoints on the same Avaya DEFINITY® server or Avaya Server · Two endpoints in the same private network, but on different servers · One endpoint on the controlling server and another endpoint off the private network
In all configurations, administer the AC on the server having the originating endpoint. For an AC in a private network, if the two endpoints are on two different servers, normally the connection routes via Automatic Alternate Routing (AAR) through tie trunks (ISDN, DS1, or analog tie trunks) and intermediate servers. If required, route the connection via Automatic Route Selection (ARS) and Generalized Route Selection (GRS) through the public network. The call routes over associated ISDN trunks. When the far-end answers, a connection occurs between the far-end and the nearend extension in the Originator field on the Administered Connection screen. Because the system makes an administered connection automatically, you do not use the following:
· Data Call Setup Do not assign a default dialing destination to a data module when it is used in an AC.
· Data Hotline Do not assign a hotline destination to a data module that is used in an AC.
· Terminal Dialing Turn off terminal dialing for data modules involved in an AC. This prevents display of callprocessing messages (INCOMING CALL) on the terminal.
Access endpoints used for Administered Connections
Access endpoints are nonsignaling trunk ports. Access endpoints neither generate signaling to the far-end of the trunk nor respond to signaling from the far-end. You designate an access endpoint as the originating endpoint or the destination endpoint in an AC.
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Typical applications for Administered Connections
The following examples are typical AC applications: · A local data endpoint that connects to a local or a remote access endpoint, such as: - A modular processor data model (MPDM) ACCUNET digital service that connects to SDDN over an ISDN trunk-group DS1 port; an MPDM - An MPDM ACCUNET digital service that connects to an ACCUNET Switched 56 Service over a DS1 port · A local-access endpoint that connects to a local or a remote access endpoint, such as a DSO cross-connect and a 4-wire leased-line modem to a 4-wire modem connection over an analog tie trunk · A local data endpoint that connects to a local or a remote data endpoint such as a connection between two 3270 data modules
Conditions for establishing Administered Connections
The originating server attempts to establish an AC only if one of the following conditions exist: · AC is active. · AC is due to be active. That is, the AC is a permanent AC, or it is the administered time-ofday for a scheduled AC. · The originating endpoint is in the in-service or idle state.
If the originating endpoint is not in service or is idle, no activity takes place for the AC until the endpoint transitions to the necessary state. The originating server uses the destination address to route the call to the required endpoint. When the server establishes two or more ACs at the same time, the server arranges the connections in order of priority. AC attempts can fail because:
· Resources are unavailable to route to the destination. · A required conversion resource is unavailable. · Access is denied by Class of Restriction (COR), facilities restriction level (FRL), Bearer
Capability Class (BCC), or an attempt is made to route voice-band data over SDDN trunks in the public switched network. · The destination address is incorrect. · The destination endpoint is busy. · Other network or signaling failures occur. In the event of a failure, an error is entered into the error log. This error generates an alarm, if your alarming strategy warrants an alarm. You can display AC failures with the display statusadministered connection command. The originating server continues to try to establish an
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Conditions for dropping Administered Connections
AC as long as an AC is scheduled to be active, unless the attempt fails because of an administrative error (for example, a wrong number) or a service-blocking condition, such as outgoing calls are barred).
· The administered retry interval of 1 to 60 minutes for each AC determines the frequency with which failed attempts are retried.
· Retries are made after the retry interval elapses, regardless of the restorable attribute of the AC.
· ACs are retried in priority order. · When you change the time of day on the server, an attempt is made to establish all ACs in
the waiting-for-retry state.
Conditions for dropping Administered Connections
An AC remains active until one of the following scenarios occurs: · The AC is changed, disabled, or removed. · The time-of-day requirements of a scheduled AC are no longer satisfied. · One of the endpoints drops the connection. An endpoint might drop a connection because of user action (in the case of a data endpoint), maintenance activity that results from an endpoint failure, busying out of the endpoint, or handshake failure. If the endpoints are incompatible, the connection is successful until handshake failure occurs.
Note: An AC between access endpoints remains connected even if the attached access equipment fails to handshake. · An interruption, such as a facility failure, occurs between the endpoints. If an AC drops because the AC was disabled, removed, or is no longer due to be active, no action is taken. If an AC drops because of changed AC attributes, the system makes an immediate attempt to establish the connection with the changed attributes, if the AC is still scheduled to be active. Existing entries in the error or alarm log are resolved if the entries no longer apply. If an AC involves at least one data endpoint, and handshake failure causes the connection to be dropped, no action is taken for that AC until you run the change administeredconnection command.
Autorestoration and fast retry
When an active AC drops prematurely, you must invoke either autorestoration or fast retry for autorestoration to be attempted for an active AC. If you administer an AC for autorestoration and the connection was routed over SDDN trunks, auto restoration is attempted. During restoration,
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Managing Data Calls
connections are maintained between the server and both endpoints. In addition to maintaining the active session, AC also provides a high level of security by prohibiting other connections from intervening in active sessions. Autorestoration is usually complete before the 60-second endpoint holdover interval. If autorestoration is successful, the call might be maintained, but this is not guaranteed. The restoration is transparent to the user, with the exception of a temporary disruption of service while restoration is in progress. A successful restoration is indicated by the restored value in the Connection State field on the Administered-Connection Status screen. Although a restoration is successful, the data session might not be preserved.
If autorestoration is inactive, or if the AC is not routed over SDDN trunks, the server immediately attempts a fast retry to reestablish the connection. The server also attempts a retry if the originating endpoint caused the drop. With fast retry, connections are not maintained on both ends. Fast retry is not attempted for an AC that was last established with fast retry, unless that AC is active for at least 2 minutes. If autorestoration or fast retry fails to restore or reestablish the connection, the call drops, and the AC goes into retry mode. Retry attempts continue, at the administered retry interval, as long as the AC is scheduled to be active.
Administering Administered Connections
Procedure
1. Choose one of the following data modules and administer all fields: · Data Line Data Module (use with Data Line circuit pack) · Processor/Trunk Data Module (use with one of the following:)
- MPDMs, 700D, 7400B, 7400D, or 8400B - MTDMs, 700B, 700C, 700E, or 7400A · Processor Interface Data Module (for more information, see Administering Network Connectivity on Avaya Aura® Communication Manager, 555-233-504) · 25 Data Module (for more information, see Administering Network Connectivity on Avaya Aura® Communication Manager, 555-233-504) · 7500 Data Module (use with ISDN Line 12-BRI-S-NT or ISDN Line 12-BRI-U-NT circuit pack) · World Class Core BRI Data Module (use with wcbri) 2. On the DS1 Circuit Pack screen, administer all fields.
Use with switch node carriers. 3. On the Access Endpoint screen, administer all fields. 4. On the Trunk Group screen, choose one of the following trunk groups and administer all
fields. · ISDN-BRI
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Interactions for Administered Connections
· ISDN-PRI · Tie 5. On the Class of Restriction screen, administer all fields. 6. On the Class of Service screen, administer all fields. 7. On the Dial Plan Parameters screen, administer the Local Node Number field with a number from 1-63 that matches the DCS switch node number and the CDR node number. 8. On the Administered Connection screen, administer all fields. 9. On the Station screen, assign one button as ac-alarm. 10. On the Attendant Console screen, assign one button as ac-alarm.
Interactions for Administered Connections
· Abbreviated Dialing Use Abbreviated Dialing entries in the Destination field. Entries must comply with restrictions.
· Busy Verification of Stations and Trunks This feature does not apply to access endpoints because they are used only for data.
· Call Detail Recording For an AC that uses a trunk when CDR is active, the origination extension is the originator of the call.
· Class of Restriction Reserve a COR for AC endpoints and SDDN trunks. This restricts endpoints that are not involved in AC from connecting to SDDN trunks or endpoints involved in AC.
· Class of Service/Call Forwarding Assign to an AC endpoint a COS that blocks Call Forwarding activation at the endpoint.
· Digital Multiplexed Interface (DMI) Use DMI endpoints as the destination in an AC. DMI endpoints do not have associated extensions, so do not use them as the originator in an AC.
· Facility Test Calls The feature does not apply to access endpoints because an access endpoint acts as an endpoint rather than as a trunk.
· Modem Pooling If you require a modem in an AC, one is inserted automatically. If no modem is available, the connection is dropped.
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Managing Data Calls
· Non-Facility Associated Signaling (NFAS) and D-Channel Backup
Auto restoration for an AC that is initially routed over an NFAS facility can fail if the only backup route is over the facility on which the backup D-channel is administered. The backup D-channel might not come into service in time to handle the restoration attempt.
· Set Time Command
When you change the system time via the set time command, all scheduled ACs are examined. If the time change causes an active AC to be outside its scheduled period, the AC is dropped. If the time change causes an inactive AC to be within its scheduled period, Communication Manager attempts to establish the AC.
If any AC (scheduled or continuous) is in retry mode and the system time changes, Communication Manager attempts to establish the AC.
· System Measurements
Access endpoints are not measured. All other trunks in an AC are measured as usual.
Modem Pooling
Modem Pooling allows switched connections between digital-data endpoints (data modules) and analog-data endpoints via pods of acoustic-coupled modems. The analog-data endpoint is either a trunk or a line circuit.
Data transmission between a digital data endpoint and an analog endpoint requires conversion through a modem, because the DCP format used by the data module is incompatible with the modulated signals of an analog modem. A modem translates DCP format into modulated signals and vice versa.
Modem Pooling feature provides pools of integrated-conversion modems and combinedconversion modems.
Integrated-conversion modem pools have functionality integrated on the Pooled Modem circuit pack, providing two modems. Each one emulates a TDM cabled to a 212 modem. Integrated are modem pools unavailable in countries that use A-law companding.
Combined-conversion modem pools are TDMs cabled to any TDM-compatible modem. Combined-conversion modem pools can be used with all systems.
The system can detect the needs for a modem. Data calls from an analog-data endpoint require that the user indicate the need for a modem, because the system considers such calls to be voice calls. Users indicate this need by dialing the data-origination access code field on the Feature Access Code (FAC) screen before dialing the digital-data endpoint.
The system provides a Hold Time parameter to specify the maximum time any modem can be held but not used (while a data call is in queue).
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Personal Computer Interface
Administering Integrated Modem Pooling
Procedure 1. On the Modem Pool Group screen, administer all fields. 2. On the Feature Access Code (FAC) screen, administer the Data Origination Access Code field. 3. On the Data Module screen, administer all fields.
Administering Combined Modem Poolings
Procedure 1. On the Modem Pool Group screen, administer all fields. 2. On the Feature Access Code (FAC) screen, administer the Data Origination Access Code field.
Considerations for Modem Pooling
· On data calls between a data module and an analog-data endpoint, Return-to-Voice releases the modem and returns it to the pool. The telephone user connects to the analog-data endpoint.
· For traffic purposes, the system accumulates data on modem-pooling calls separate from voice calls. Measurements on the pools also accumulate.
· Modem Pooling is unrestricted. Queuing for modems is not provided, although calls queued on a hunt group retain reserved modems.
· Avoid mixing modems from different vendors within a combined pool because such modems might differ in transmission characteristics.
· Each data call that uses Modem Pooling uses four time slots (not just two). As a result, heavy usage of Modem Pooling could affect TDM bus-blocking characteristics.
· Tandem switches or servers do not insert a pooled modem. The originating and terminating servers or switches insert a pooled modem.
Personal Computer Interface
The personal computer (PC) Interface consists of the Personal Computer/PBX platforms and Personal Computer/ISDN Platform product family. These products are used with Communication Manager to provide users of IBM-compatible Personal Computers fully-integrated voice and data workstation capabilities.
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Managing Data Calls
Two groups of different configurations are available for Personal Computer Interface: group 1 uses DCP and group 2 uses the ISDN-BRI (Basic Rate Interface) protocol. The group 1 configurations consist of DCP configurations that use a DCP expansion card in the PC to link to the Avaya Server. Group 1 (shown in DCP PC interface configuration (Group 1) on page 420) uses the following connections:
· The Personal Computer Interface card plugs into an expansion slot on the Personal Computer. The card has 2 standard 8-pin modular jacks (line and telephone).
· The digital telephone plugs into the telephone jack on the Personal Computer Interface card. · The line jack on the card provides a digital port connection to Avaya DEFINITY®servers. · The distance between the Personal Computer Interface card and the PBX should be no more
than 1524m for 24-gauge wire or 1219m for 26-gauge wire.
Figure 11: DCP Personal Computer interface configuration (Group 1) Table 4: Figure notes:
1. IBM-compatible Personal Computer with DCP Interface card
2. IBM-compatible Personal Computer with DCP Interface card
3. DCP
1. DCP telephone
2. Avaya (Digital Line, Digital Line (16-DCP-2Wire), or Digital Line (24-DCP-2-wire) circuit pack)
3. Host
The group 2 configurations link to the server using a Personal Computer/ISDN Interface card installed in the Personal Computer. This group can include a stand-alone Personal Computer terminal, or up to 4 telephones, handsets, or headsets. Group 2 (shown in the figure on page 421) uses Personal Computer/ISDN Interface cards (up to four cards) which plug into expansion slots on the Personal Computer. These cards each provide 2 standard 8-pin modular-jack connections for both line connections (to the Avaya Server) and telephone connections. A standard 4-pin modular jack is also available for use with a handset or headset.
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Personal Computer Interface
Figure 12: ISDN--BRI Personal Computer interface configuration (Group 2)
Table 5: Figure notes:
1. ISDN telephone 2. Personal Computer with application 3. Handset or Headset 4. BRI Interface card 5. 2B + D 6. ISDN Line (12-BRI-S-NT) circuit pack)
1. Avaya Server 2. PRI trunks 3. BRI stations 4. Interworking 5. DMI 6. Switch features
Personal Computer Interface users have multiple appearances (depending on the software application used) for their assigned extension. Designate one or more of these appearances for use with data calls. With the ISDN-BRI version, you can use up to 4 separate Personal Computer/ ISDN Interface cards on the same Personal Computer. Assign each card a separate extension, and assign each extension one or more appearances. The availability of specific features depends on the COS of the extension and the COS for Communication Manager. Modem Pooling is provided to ensure general availability of off-net data-calling services.
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Managing Data Calls
Personal Computer Interface Security
There are two areas where unauthorized use might occur with this feature: unauthorized local use and remote access.
Security alert: Unauthorized local use involves unauthorized users who attempt to make calls from a Personal Computer. The Personal Computer software has a security setting so users can place the Personal Computer in Security Mode when it is unattended. You also can assign Automatic Security so that the administration program on the Personal Computer is always active and runs in Security Mode. This mode is password-protected.
Security alert: Remote access involves remote access to the Personal Computer over a data extension. Remote users can delete or copy Personal Computer files with this feature. You can password-protect this feature. See the Avaya Toll Fraud and Security Handbook, 555-025-600, for additional steps to secure your system and to find out about obtaining information regularly about security developments.
Administering a PC interface
Procedure On the Station screen, set the Type field to pc.
Considerations for Personal Computer Interface
· Use the Function Key Module of the 7405D with Personal Computer Interface. · BRI terminals normally are initializing terminals and require you to assign an SPID. The
Personal Computer/ISDN Platform (Group 2), in a stand-alone configuration, is a noninitializing BRI terminal and does not require you to assign a SPID. - Set a locally-defined terminal type with General Terminal Administration - Define the terminal type as a non-initializing terminal that does not support Management
Information Messages (MIM). - Assign the Personal Computer/ISDN Platform with an associated (initializing) ISDN-BRI
telephone (such as an ISDN 7505) using a SPID. - Assign the station (using a locally-defined terminal type) to take full advantage of the
capabilities of the Personal Computer Interface. This terminal type is also non-initializing with no support of MIMs. · Do not use telephones with data modules with the Personal Computer Interface. (You can still use 3270 Data Modules if you also use 3270 emulation). If you attach a DCP data
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Wideband Switching
module or ISDN data module to a telephone that is connected to a Personal Computer Interface card, the data module is bypassed (not used). All the interface functions are performed by the interface card even if a data module is present. · The 7404D telephone with messaging cartridge cannot be used with Personal Computer Interface. However, the 7404D with Personal Computer cartridge can be used, but only with Group 1 configurations.
Wideband Switching
Wideband Switching provides the ability to dedicate 2 or more ISDN-PRI B-channels or DS0 endpoints for applications that require large bandwidth. It provides high-speed end-to-end communication between endpoints where dedicated facilities are not economic or appropriate. ISDN-BRI trunks do not support wideband switching.
Wideband Switching supports:
· High-speed video conferencing
· WAN disaster recovery
· Scheduled batch processing (for example, nightly file transfers)
· LAN interconnections and imaging
· Other applications involving high-speed data transmission, video transmission, or high bandwidth
Detailed description of Wideband Switching
ISDN-PRI divides a T1 or E1 trunk into 24 (32 for E1) channels, where one channel is used for signaling, and all others for standard narrowband communication. Certain applications, like video conferencing, require greater bandwidth. You can combine several narrowband channels into one wideband channel to accommodate the extra bandwidth requirement. Communication Manager serves as a gateway to many types of high-bandwidth traffic. In addition, DS1 Converter circuit packs are used for wideband switching at DS1 remote EPN locations. They are compatible with both a 24-channel T1 and 32-channel E1 facility (transmission equipment). They support circuitswitched wideband connections (NxDS0) and a 192 Kbps packet channel.
Wideband Switching channel type descriptions
The following table provides information on Wideband Switching channel types.
Channel Type H0 (T1 or E1)
Number of Channels (DSOs)
6 (grouped 4 (T1) or 5 (E1) quadrants of 6 Bchannels each)
Data Rate 384 Kbps
Table continues...
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Managing Data Calls
Channel Type H11 (T1 or E1)
H12 (E1 only) NxDS0 (T1) NxDS0 (E1)
Number of Channels (DSOs)
24 (on T1 - all 24 B-channels, with the D-channel not used; on E1 - B-channels 1 to 15, and 17 to 25, and B-channels 26 to 31 unused)
30 (B-channels 1 to 15 and 17 to 31)
2-24
2-31
Data Rate 1536 Kbps
1920 Kbps 128 to 1536 Kbps 128 to 1984 Kbps
Wideband switching channel allocation
For standard narrowband communication, ISDN-PRI divides a T1 or E1 trunk as follows:
· T1 trunks are divided into 23 information channels are 1 signaling channel
· E1 trunks are divided into 30 information channels, 1 signaling channel, and 1 framing channel
Certain applications, like video conferencing, require greater bandwidth. You can combine several narrowband channels into one wideband channel to accommodate the extra bandwidth requirement. Communication Manager serves as a gateway to many types of high-bandwidth traffic. In addition, DS1 converters are used for wideband switching at remote locations.
Performed using one of the three allocation algorithms: fixed, flexible, or floating.
· Fixed allocation -- Provides contiguous-channel aggregation. The starting channel is constrained to a predetermined starting point. (Used only for H0, H11, and H12 calls.)
· Flexible allocation -- Allows a wideband call to occupy non-contiguous positions within a single T1 or E1 facility (NxDS0).
· Floating allocation -- Enforces contiguous-channel aggregation. The starting channel is not constrained to a predetermined starting point (NxDS0).
Wideband Switching video application example
A typical video application uses an ISDN-PRI interface to DS0 1 through 6 of the line-side facility. The figure on page 425 shows an example.
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Wideband Switching
Figure 13: Typical video broadband application
Table 6: Figure notes:
1. Video application 2. Port 1 3. Port 2 4. ISDN terminal adaptor 5. Line-side ISDN-PRI 6. Avaya Server 7. ISDN or ATM-CES trunk
1. Network 2. DS0 24 D-channel 3. DS0 23 unused 4. DS0 1-6 wideband 5. DS0 24 D-channel 6. DS0 7-23 narrow bands 7. DS0 1-6 wideband
ISDN-PRI terminal adapters with Wideband Switching
For Wideband Switching with non-ISDN-PRI equipment, you can use an ISDN-PRI terminal adapter. ISDN-PRI terminal adapters translate standard ISDN signaling into a form that can be used by the endpoint application, and vice versa. The terminal adapter also must adhere to the PRI-endpoint boundaries as administered on Communication Manager when handling both incoming applications to the endpoint and outgoing calls.
The terminal adapter passes calls to and receives calls from the line-side ISDN-SETUP messages. These messages indicate the data rate and the specific B-channels (DS0) to be used. The terminal adapter communicates all other call status information by way of standard ISDN messages. For more information, see DEFINITY® Line-Side ISDN Primary Rate Interface Technical Reference.
Line-side T1 or E1 ISDN-PRI facilities with Wideband Switching
A line-side T1 or E1 ISDN-PRI facility is comprised of a group of DS0s. In this context, these DS0s are also called channels. T1 facilities have 23 B-channels and a single D-channel. E1 facilities
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Managing Data Calls
have 30 B-channels, 1 D-channel, and a framing channel. Data flows bidirectionally across the facility between the server that is running Communication Manager and the ISDN-PRI terminal adapter.
PRI endpoints with Wideband Switching
A PRI-endpoint (PE) is a combination of DS0 B-channels on a line-side ISDN-PRI facility to which an extension is assigned.
A PE can support calls of lower bandwidth. In other words, a PE that has a width of six DS0 channels can handle a call of one channel of 64 Kbps, up to and including six channels totaling 384 Kbps. Also, a PE can support calls on nonadjacent channels. For example, an endpoint application that is connected to a PE that is defined as using B-channels 1 through 6 of an ISDNPRI facility could use B-channels 1, 3, and 5 successfully to originate a call.
If the PE is administered to use flexible channel allocation, the algorithm for offering a call to the PE starts from the first DS0 that is administered to the PE. Since only one active call is permitted on a PE, contiguous B-channels are always selected unless one or more B-channels are not in service.
A PE remains in service unless all the B-channels are out of service. In other words, if B-channel 1 is out of service and the PE is five B-channels wide, the PE can still handle a wideband call of up to four B-channels wide. A PE can only be active on a single call at any given time. That is, the PE is considered to be idle, active or busy, or out of service.
One facility can support multiple separate and distinct PEs within a single facility. Non-overlapping contiguous sets of B-channel DS0s are associated with each PE.
Universal digital signal level 1 board
The universal digital signal level 1 (UDS1) board is the interface for line-side and network facilities that carries wideband calls.
Wideband Switching nonsignaling endpoint applications
Wideband Switching can also support configurations that use nonsignaling, non-ISDN-PRI lineside T1 or E1 facilities. The endpoint applications are the same as those that are defined for configurations with signaling.
Data service unit/channel service unit with Wideband Switching
The device service unit (DSU)/channel service unit (CSU) passes the call to the endpoint application. Unlike terminal adapters, the DSU/CSU does not have signaling capability.
Note:
No DSU/CSU is needed if the endpoint application has a fractional T1 interface.
Line-side (T1 or E1) facility with Wideband Switching
This facility, like the ISDN-PRI facility, is composed of a group of DS0s (24 for a T1 facility and 32 for an E1 facility; both T1 and E1 use 2 channels for signaling purposes). Line-side facilities are controlled solely from the server or Avaya Server. Through the access-endpoint command, a
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Wideband Switching
specific DS0 or group of DS0s is assigned an extension. This individual DS0 or group, along with the extension, is known as a Wideband Access Endpoint (WAE).
Wideband access endpoint
WAEs have no signaling interface to the server or Avaya Server. These endpoints simply transmit and receive wideband data when the connection is active.
Note:
Communication Manager can determine if the connection is active, but this does not necessarily mean that data is actually coming across the connection.
A WAE is treated as a single endpoint and can support only one call. If all DS0s comprising a wideband access endpoint are in service, then the wideband access endpoint is considered in service. Otherwise, the wideband access endpoint is considered out of service. If an in-service wideband access endpoint has no active calls on its DS0s, it is considered idle. Otherwise, the wideband access endpoint is considered busy.
Multiple WAEs are separate and distinct within the facility and endpoint applications must be administered to send and receive the correct data rate over the correct DS0s. An incoming call at the incorrect data rate is blocked.
Wideband Switching guidelines and examples
This section examines wideband and its components in relation to the following specific customer usage scenarios:
· Data backup connection · Scheduled batch processing · Primary data connectivity · Networking
Wideband Switching data backup connection
Using Wideband Switching for data transmission backup provides customers with alternate transmission paths for critical data in the event of primary transmission path failure.
Wideband Switching scheduled batch processing
Scheduled batch processing applications are used for periodic database updates, such as retail inventory, or distributions, such as airline fare schedules. These updates are primarily done after business hours and are often referred to as "nightly file transfers". Wideband meets the high bandwidth requirements at low cost for scheduled batch processing. With Wideband, the dedicated-access bandwidth for busy-hour switching traffic can be used for these applications after business hours. Thus, no additional bandwidth costs are incurred.
The non-ISDN backup data connection is also appropriate for scheduled batch processing applications. Administered Connections are used to schedule daily or weekly sessions that originate from this application.
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Managing Data Calls
Wideband Switching primary data connectivity
Permanent data connections are well suited for Communication Manager when ISDN-PRI endpoints are used. Permanent data connections, such as interconnections between local area networks (LANs), are always active during business hours. The ISDN end-to-end monitoring and the ability of the endpoint to react to failures provide for critical availability of data. With ISDN, endpoints can detect network failures and initiate backup connections through the server. ISDN endpoints can also establish additional calls when extra bandwidth is needed.
Any failures that Communication Manager does not automatically restore are signaled to the endpoint application. The endpoint application can initiate backup data connections over the same PRI endpoint. Communication Manager routes the backup data connections over alternate facilities if necessary.
Wideband Switching networking
All wideband networking is over ISDN-PRI facilities, and the emulation of ISDN-PRI facilities by ATM-CES. Wideband networking may also connect to a variety of networks, other services of domestic interexchange carriers, private line, RBOC services, and services in other countries.
Wideband Switching ISDN-PRI trunk groups and channel allocation
Only ISDN-PRI trunks, and the emulation of ISDN-PRI trunks by ATM-CES, support wideband calls to the network. The bandwidth requirements of wideband calls necessitate modification of the algorithms by which trunks look for clear channels.
The following sections describe the search methods, and the relationship of those methods to the available wideband data services.
Facility lists and Wideband Switching
The system always sends a wideband call over a single trunk group and a single DS1 facility (or other ISDN-PRI-capable facility). Since a trunk group can contain channels (trunk members) from several different DS1 facilities, the system maintains a facility list for each trunk group.
A facility list orders the trunk members based on signaling group. If the system is using non-facility associated signaling groups with multiple DS1 facilities, the system sorts trunk members in that signaling group according to the interface identifier assigned to the corresponding DS1 facility.
When searching for available channels for a wideband call placed over a given trunk group, the system starts with the channels in the lowest-numbered signaling group with the lowest interface identifier. If the system cannot find enough channels in a given signaling group with that interface identifier, it checks the next higher interface identifier. If no more interface identifiers are available in the current signaling group, the system moves its search to the channels in the next higher signaling group.
For example, if three facilities having signaling group/interface identifier combinations of 1/1, 1/2, and 2/1 were associated with a trunk group, then a call offered to that trunk group would search those facilities in the order as they were just listed. Also note that since trunks within a given facility can span several trunk groups, a single facility can be associated with several different trunk groups.
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Wideband Switching
Given this facility list concept, the algorithms have the ability to search for trunks, by facility, in an attempt to satisfy the bandwidth requirements of a given wideband call. If one facility does not have enough available bandwidth to support a given call, or it is not used for a given call due to the constraints presented in the following section, then the algorithm searches the next facility in the trunk group for the required bandwidth (if there is more than one facility in the trunk group).
In addition to searching for channels based on facilities and required bandwidth, Port Network (PN) preferential trunk routing is also employed. This PN routing applies within each algorithm at a higher priority than the constraints put on the algorithm by the parameters listed later in this section. In short, all facilities that reside on the same PN as the originating endpoint are searched in an attempt to satisfy the bandwidth of a given call, prior to searching any facilities on another PN.
Direction of trunk/hunting within facilities
You can tell the system to search for available channels in either ascending or descending order. These options help you reduce glare on the channels because the system can search for channels in the opposite direction to that used by the network. If an ISDN trunk group is not optioned for wideband, then a cyclical trunk hunt based on the administration of trunks within the trunk group is still available.
H11 channels
When a trunk group is administered to support H11, the algorithm to satisfy a call requiring 1,536 Kbps of bandwidth uses a fixed allocation scheme. That is, the algorithm searches for an available facility using the following facility-specific channel definitions:
· T1: H11 can only be carried on a facility without a D-channel being signaled in an NFAS arrangement (B-channels 1-24 are used).
· E1: Although the 1,536 Kbps bandwidth could be satisfied using a number of fixed starting points (for example, 1, 2, 3, and so forth), the only fixed starting point being supported is 1. Hence, B-channels 1-15 and 177-25 always are used to carry an H11 call on an E1 facility.
If the algorithm cannot find an available facility within the trunk that meets these constraints, then the call is blocked from using this trunk group. In this case, the call can be routed to a different trunk group preference via Generalized Route Selection (GRS), at which time, based on the wideband options administered on that trunk group, the call would be subject to another hunt algorithm (that is, either the same H11 algorithm or perhaps an N x DS0 algorithm described in a later paragraph).
Note that on a T1 facility, a D-channel is not considered a busy trunk and results in a facility with a D-channel always being partially contaminated. On an E1 facility, however, a D-channel is not considered a busy trunk because H11 and H12 calls can still be placed on that facility; an E1 facility with a D-channel and idle B-channels is considered an idle facility.
H12 channels
Since H12 is 1,920 Kbps, which is comprised of 30 B-channels, a 1,920-Kbps call can be carried only on an E1 facility. As with H11, the hunt algorithm uses a fixed allocation scheme with channel 1 being the fixed starting point. Hence, an H12 call is always carried on B-channels 1 through 15
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Managing Data Calls
and 17 through 31 on an E1 facility, as the following table shows. When the system is offered any other call other than a 1,536-Kbps call, the algorithm behaves as it does when H11 is optioned.
Facility T1 T1 E1 E1
ISDN interface 23B + D 24B (NFAS) 30B + D 31B (NFAS)
DS0s that comprise each channel
H11
H12
-
-
1-24 1 through 15, 17 through 25
1 through 15, 17 through 31
1 through 15, 17 through 25
1 through 15, 17 through 31
H0 channels
When a trunk group is administered to support H0, the algorithm to satisfy a call requiring 384 Kbps of bandwidth also uses a fixed allocation scheme. Unlike the H11 fixed scheme which only supports a single fixed starting point, the H0 fixed scheme supports 4 (T1) or 5 (E1) starting points. The H0 algorithm searches for an available quadrant within a facility based on the direction of trunk or hunt administered. If the algorithm cannot find an available quadrant within any facility allocated to this trunk group, then the call is blocked from using this trunk group. Again, based on GRS administration, the call might route to a different trunk group preference and be subject to another algorithm based on the wideband options administered.
Note that a D-channel is considered a busy trunk and results in the top most quadrant of a T1, Bchannels 19 to 24, always being partially contaminated. This is not true for NFAS.
If this H0 optioned trunk group is also administered to support H11, H12, or N x DS0, then the system also attempts to preserve idle facilities. In other words, when offered a narrowband, H0, or N x DS0 call, the system searches partially-contaminated facilities before it searches to idle facilities.
N x DS0 channels
For the N x DS0 multi-rate service, a trunk group parameter determines whether a floating or a flexible trunk allocation scheme is to be used. The algorithm to satisfy an N x DS0 call is either floating or flexible.
· Floating (Contiguous) -- In the floating scheme, an N x DS0 call is placed on a contiguous group of B-channels large enough to satisfy the requested bandwidth without any constraint being put on the starting channel (that is, no fixed starting point trunk).
· Flexible -- In the flexible scheme, an N x DS0 call is placed on any set of B-channels as long as the requested bandwidth is satisfied. There is absolutely no constraint such as contiguity of B-channels or fixed starting points. Of course, as with all wideband calls, all the Bchannels comprising the wideband call must reside on the same ISDN facility.
Regardless of the allocation scheme employed, the N x DS0 algorithm, like the H11 and H12 algorithms, attempts to preserve idle facilities when offered B, H0, and N x DS0 calls. This is important so that N x DS0 calls, for large values of N, have a chance of being satisfied by a given trunk group. However, if one of these calls cannot be satisfied by a partially-
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Wideband Switching
contaminated facility and an idle facility exists, a trunk on that idle facility is selected, thus contaminating that facility.
There are additional factors to note regarding specific values of N and the N x DS0 service:
- N = 1 -- this is considered a narrowband call and is treated as any other voice or narrowband-data (B-channel) call.
- N = 6 -- if a trunk group is optioned for both H0 and N x DS0 service, a 384-kbps call offered to that trunk group is treated as an H0 call and the H0 constraints apply. If the H0 constraints cannot be met, then the call is blocked.
- N = 24 -- if a trunk group is optioned for both H11 and N x DS0 service, a 1,536-kbps call offered to that trunk group is treated as an H11 call and the H11 trunk allocation constraints apply.
- N = 30 -- if a trunk group is optioned for both H12 and N x DS0 service, a 1,920-kbps call offered to that trunk group is treated as an H12 call and the H12 trunk allocation constraints apply.
Wideband Switching glare and blocking prevention
Wideband Switching glare prevention
Glare occurs when both sides of an ISDN interface select the same B-channel for call initiation. For example, a user side of an interface selects the B-channel for an outgoing call and, before Communication Manager receives and processes the SETUP message, the server also selects the same B-channel for call origination. Since any single wideband call uses more channels, the chances of glare are greater. With proper and careful administration, glare conditions can be reduced.
To reduce glare probability, the network needs to be administered so both sides of the interface select channels from opposite ends of facilities. This is called linear hunting, ascending or descending. For example, on a 23B+D trunk group, the user side could be administered to select B-channels starting at channel 23 while the network side would be administered to start selecting at channel 1. Using the same example, if channel 22 is active but channel 23 is idle, the user side should select channel 23 for re-use.
Wideband Switching blocking prevention
Blocking occurs when an insufficient number of B-channels are available to make a call. Narrowband calls require only one channel, so blocking is less likely than with wideband calls that require multiple B-channels. Blocking also occurs for wideband calls when bandwidth is unavailable in the appropriate format, such as fixed, floating, or flexible.
To reduce blocking, Communication Manager selects trunks for both wideband calls and narrowband calls to maximize the availability of idle fixed channels for H0, H11, and H12 calls, and idle floating channels for N x DS0 calls that require a contiguous bandwidth. The strategy for preserving idle channels depends on the channel type. The chances for blocking are reduced if you use a flexible algorithm, assuming that the algorithm is supported on the other end.
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Managing Data Calls
The following table describes the blocking strategy for the different channel types.
Channel type H0 H11 H12 Flexible N x DS0 Floating N x DS0
Blocking minimization strategy Preserve idle quadrants Preserve idle facilities Preserve idle facilities Preserve idle facilities Preserve idle facilities as first priority
Administering Wideband Switching
About this task Before you start, you need a DS1 Converter circuit pack. Procedure
1. On the Access Endpoint screen, administer all fields. 2. On the PRI Endpoint screen, administer all fields. 3. On the ISDN Trunk Group screen, administer all fields. 4. On the Route Pattern screen, administer all fields.
Considerations for Wideband Switching
· For wideband switching with non-ISDN-PRI equipment, you can use an ISDN-PRI terminal adapter.
Interactions for Wideband Switching
This section provides information about how the Wideband Switching feature interacts with other features on the system. Use this information to ensure that you receive the maximum benefits of Wideband Switching in any feature configuration.
Administered Connections Administered Connections provides call initiation for wideband access endpoints (WAEs). All Administered Connections that originate from WAEs use the entire bandwidth that is administered for WAE. The destination of an Administered Connection can be a PRI endpoint. Automatic Circuit Assurance (ACA) ACA treats wideband calls as single-trunk calls so that a single ACA-referral call is made if an ACA-referral call is required. The call is on the lowest B-channel that is associated with the wideband call.
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Wideband Switching
Call Coverage A WAE cannot be administered as a coverage point in a call-coverage path. Call Detail Recording (CDR) When CDR is active for the trunk group, all wideband calls generate CDR records. The CDR feature flag indicates a data call, and CDR records contain bandwidth and Bearer Capability Class (BCC). Call Forwarding You must block Call Forwarding through Class of Service (COS). Call Management System (CMS) and Basic Call Management System (BCMS) Wideband calls can be carried over trunks that are measured by CMS and BCMS. Wideband endpoints are not measured by CMS and BCMS. Call Vectoring PRI endpoints use a vector directory number (VDN) to dial. For example, PRI endpoint 1001 dials VDN 500. VDN 500 points to Vector 1. Vector 1 can point to other PRI endpoints such as route-to 1002, or route-to 1003, or busy. Certain applications use Call Vectoring. When an incoming wideband call hunts for an available wideband endpoint, the call can point to a VDN, that sends the call to the first available PRI endpoint. Class of Restriction (COR) COR identifies caller and called-party privileges for PRI endpoints. Administer the COR so that account codes are not required. Forced entry of account codes (FEAC) is turned off for wideband endpoints. Class of Service (COS) COS determines the class of features that a wideband endpoint can activate. Facility Associated Signaling (FAS) and Non-Facility Associated Signaling (NFAS) FAS and NFAS with or without D-Channel Backup requires administration by way of signaling groups for trunk-side wideband interfaces. Facility Busy Indication You can administer a busy-indicator button for a wideband-endpoint extension, but the button does not accurately track endpoint status. Facility Test Calls Use Facility Test Calls to perform loop-back testing of the wideband call facility. Generalized Route Selection (GRS) GRS supports wideband BCC to identify wideband calls. GRS searches a route pattern for a preference that has wideband BCC. Route preferences that support wideband BCC also support other BCCs for different call types to share the same trunk group.
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Managing Data Calls
CO Trunk (TTC - Japan) Circuit Pack The CO Trunk (TTC - Japan) circuit pack cannot perform wideband switching. No member of the circuit pack should be a member of a wideband group.
CallVisor Adjunct-Switch Applications Interface
CallVisor Adjunct-Switch Applications Interface (ASAI) links Communication Manager and adjunct applications. The interface allows adjunct applications to access switching features and supply routing information to Communication Manager. CallVisor ASAI improves Automatic Call Distribution (ACD) agents' call handling efficiency by allowing an adjunct to monitor, initiate, control, and terminate calls on the Avaya Server. The CallVisor ASAI interface can be used for Inbound Call Management (ICM), Outbound Call Management (OCM), and office automation or messaging applications. CallVisor ASAI is supported by two transport types. These are:
1. Integrated Services Digital Network (ISDN) Basic Rate Interface (BRI) transport (CallVisor ASAI-BRI)
2. LAN Gateway Transmission Control Protocol or Internet Protocol transport (Avaya LAN Gateway).
CallVisor ASAI messages and procedures are based on the ITU-T Q.932 international standard for supplementary services. The Q.932 Facility Information Element (FIE) carries the CallVisor ASAI requests and responses across the interface. An application program can access CallVisor ASAI services by supporting the ASAI protocol or by using a third-party vendor application programming interface (API).
ASAI configuration example
For a simple ASAI configuration example, see the figure on page 434.
Figure 14: ASAI Switch Interface Link -- BRI Transport
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Table 7: Figure notes:
1. ASAI adjunct 2. ISDN Line circuit pack 3. Packet Controller circuit pack 4. Switch processing element (SPE)
CallVisor Adjunct-Switch Applications Interface
1. ISDN-BRI 2. Packet bus 3. Memory bus
ASAI Capabilities
For information concerning the types of associations over which various event reports can be sent, see Communication Manager ASAI Technical Reference, 555-230-220.
Considerations for ASAI
· If your system has an expansion cabinet (with or without duplication), ASAI resources should reside on the system's Processor Cabinet.
Interactions for ASAI
See Communication Manager ASAI Technical Reference, 555-230-220.
Setting up ASAI
Procedure 1. Type add cti-link n, where n is a CTI link number from 1 to 64. 2. Press Enter. The system displays the CTI Link screen. 3. In the Type field, type: · asai-ip if the adjunct platform is not CentreVu Computer Telephony. · adj-ip if the adjunct platform is CentreVu Computer Telephony. 4. Save the changes.
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Managing Data Calls
CallVisor ASAI setup
CallVisor Adjunct-Switch Applications Interface (ASAI) can be used in the telemarketing and helpdesk environments. It is used to allow adjunct applications to monitor and control resources in Communication Manager.
Preparing to set up ASAI
Procedure On the System Parameters Customer-Options (Optional Features) screen, verify that the: · ASAI Link Core Capabilities field is y. If not, go to the Avaya Support website at http://
support.avaya.com. · Computer Telephony Adjunct Links field is y if the adjunct is running the CentreVu
Computer Telephony.
Setting up ASAI
Procedure 1. Type add cti-link n, where n is a CTI link number from 1 to 64. 2. Press Enter. The system displays the CTI Link screen. 3. In the Type field, type: · asai-ip if the adjunct platform is not CentreVu Computer Telephony. · adj-ip if the adjunct platform is CentreVu Computer Telephony. 4. Save the changes.
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Chapter 21: Collecting Call Information
Call information collection
Call Detail Recording (CDR) collects detailed information about all incoming and outgoing calls on specified trunk groups. If you use Intra-switch CDR, you can also collect information about calls between designated extensions on Communication Manager. Communication Manager sends this information to a printer or to some other CDR output device that collects call records and that might also provide reports. You can have a call accounting system directly connected to your Avaya server running Communication Manager. If you are recording call details from several servers, Communication Manager can send the records to a collection device for storage. A system called a poller can then take these records and send them to the call accounting system. The call accounting system sorts them, and produces reports that you can use to compute call costs, allocate charges, analyze calling patterns, detect unauthorized calls, and keep track of unnecessary calls.
Requirements for administering call accounting
The call accounting system that you use might be sold by Avaya, or it might come from a different vendor. You need to know how your call accounting system is set up, what type of call accounting system or call detail recording unit you are using, and how it is connected to the server running Communication Manager. You also need to know the format of record that your call accounting system requires.
Caution: When migrating a platform from a legacy system to a Linux-based system of Communication Manager 3.0 or newer, where both the old and new systems use CDR, ensure that the older CDR parsing scripts correctly use all of the characters identified in each of the fields contained in the applicable format table (see the Format Tables in the Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205).
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Collecting Call Information
Setting up CDR example
About this task In this example, we are going to establish Call Detail Recording (CDR) for all calls that come in on trunk group 1 (our CO trunk). We are going to set up CDR so that any call that is handled by an attendant produces a separate record for the attendant part of the call. Procedure
1. Log in to Communication Manager System Administration Terminal (SAT) interface. 2. At the command prompt, type change trunk-group n. 3. In the CDR Reports field, type y.
When you enable CDR Reports, Communication Manager creates call records for calls made over this trunk group. 4. Select Enter to save your changes. 5. Type change system-parameters cdr. 6. In the CDR Format field, type month/day. This determines how the date appears on the header record. 7. In the Primary Output Format field, type Unformatted. This is the record format that your call accounting system requires. Check with your call accounting vendor to determine the correct record format for your system. 8. In the CDR Retention (Days)? field, type the number of days for which you want to retain the logs. You can enter a value between 1 to 20. The Capacity Scan discovers the sum of the files collected for the last 20 days, plus the current file being collected today exceeds the internally-computed maximum capacity of twenty times 20 megabytes. So Communication Manager's Capacity Scan will delete the oldest file of the twenty aged files. This leaves 19 days of previously collected CDR files plus the current file. So, even though you type 20 for the log retention, it will only have 19 collected days plus the current day. 9. In the Use Legacy CDR Formats field, type y to use CDR formats from Communication Manager 3.1 and earlier. 10. Type n to use formats from Communication Manager 4.0 and later. For more information, see Avaya Aura® Communication Manager Screen Reference. 11. In the Primary Output Ext. field, type 2055. This is the extension of the data module that we use to connect to our call accounting system. 12. In the Record Outgoing Calls Only field, type n.
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Intra-switch CDR administration
This tells Communication Manager to create records for both incoming and outgoing calls over all trunk groups that use CDR. 13. In the Outg Trk Call Splitting and Inc Trk Call Splitting fields, type y. This tells the system to create a separate record for any portion of an incoming or outgoing call that is transferred or conferenced. 14. In the Outg Att Call Record and Inc Att Call Record fields, type y. This tells the system to create a separate record for the attendant portion of any incoming or outgoing call. You can also administer Communication Manager to produce separate records for calls that are conferenced or transferred. This is called Call Splitting. There are many other variations that you can administer for CDR. For additional information on Call Detail Recording (CDR), see Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Intra-switch CDR administration
Call detail recording generally records only those calls either originating or terminating outside the server running Communication Manager. There might be times when you need to record calls between users on the local server. Intra-switch CDR lets you track calls made to and from local extensions.
Setting up intra-switch CDR example
Procedure 1. In this example, we administer Communication Manager to record all calls to and from extensions 5100, 5101, and 5102. 2. Type change system-parameters cdr and select Enter. 3. In the intra-switch CDR field, enter y and select Enter to save your changes. 4. Type change intra-switch-cdr and select Enter. 5. In the first three available slots, enter 5100, 5101, and 5102. 6. Select Enter to save your changes. Communication Manager will now produce call records for all calls to and from these extensions, including those that originated on the local server. For more information, see Avaya Aura® Communication Manager Screen Reference.
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Collecting Call Information
Account Code call tracking
You can have your users to enter account codes before they make calls. By doing this, you can have a record of how much time was spent on the telephone doing business with or for a particular client.
Setting up Account Code call tracking example
About this task In this example, we are going to set up the system to allow the user at extension 5004 to enter a 5-digit account code before making a call. Procedure
1. Enter change system-parameters cdr. 2. In the CDR Account Code Length field, type 5 and select Enter to save your changes. 3. Assign an account button on the Station screen for extension 5004. 4. Provide your users with a list of account codes to use. 5. You can also assign a feature access code and give this to your users.
Forced Entry of Account Codes
Forced Entry of Account Codes is another form of account code dialing. You can use it to allow certain types of calls only with an account code, to track fax machine usage by account, or just to make sure that you get account information on all relevant calls.
Preparing to administer Forced Entry of Account Codes
Procedure Verify that Forced Entry of Account Codes is enabled on the System Parameters CustomerOptions (Optional Features) screens. If it is not, go to the Avaya Support website at http://support.avaya.com.
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Public network Call-Charge Information administration
Administering Forced Entry of Account Codes example
About this task In this example, we administer the system to force users in our North American office to enter an account code before making international calls. Procedure
1. Type change system-parameters cdr and select Enter. 2. In the Force Entry of Acct Code for Calls Marked on Toll Analysis Form field, type y. 3. In the CDR Account Code Length field, type 5 and select Enter to save your changes. 4. Type change toll 0.
Press Enter. 5. The system displays the Toll Analysis screen. 6. In the first available Dialed String field, type 011.
This is the international access code for this office. 7. In the Total Min and Max columns, type 10 and 18, respectively.
This is the minimum and maximum number of digits the system will analyze when determining how to handle the call. 8. In the Toll List and CDR FEAC columns, type x. 9. Press Enter to save your changes. You can also establish a class of restriction with Forced Entry of Account Codes set to y, and assign this class of restriction (COR) to trunks or other facilities that you want to restrict. With this method, all users with this COR must enter account codes before making any outgoing trunk calls. See Class of Restriction in Avaya Aura® Communication Manager Screen Reference for more information.
Public network Call-Charge Information administration
Communication Manager provides two ways to receive information from the public network about the cost of calls. Note that this service is not offered by the public network in some countries, including the US.
· Advice of Charge (AOC, for ISDN trunks) collects charge information from the public network for each outgoing call. Charge advice is a number representing the cost of a call; it might be recorded as either a charging or currency unit.
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Collecting Call Information
· Periodic Pulse Metering (PPM, for non-ISDN trunks) accumulates pulses transmitted from the public network at periodic intervals during an outgoing trunk call. At the end of the call, the number of pulses collected is the basis for determining charges.
For more information about AOC and PPM, see Call Charge Information in Avaya Aura® Communication Manager Feature Description and Implementation, 555-245-205.
Preparing to administer public network call-charge information
Procedure You need to request either AOC or PPM service from your network provider. In some areas, your choice might be limited. Go to the Avaya Support website at http:// support.avaya.com to determine the type of service you need and open a service request.
Note: This service is not offered by the public network in some countries, including the U.S.
Collecting call charge information over ISDN example
About this task In this example, we administer the system to provide Advice of Charge over an existing ISDN trunk group, at the end of a call. This information will appear on CDR reports. Procedure
1. Enter change trunk-group 2. 2. In the CDR Reports field, type y.
This ensures that the system displays the AOC information on the CDR report. 3. Verify that Service Type is public-ntwrk. 4. In the Supplementary Service Protocol field, enter a. 5. The Charge Advice field, enter end-on-request.
This ensures that Communication Manager will place one request for charge information. This reduces the amount of information passed to Communication Manager and consumes less processor time than other options. 6. Select Enter to save your changes.
Charge Advice for QSIG trunks administration
Use the QSIG Supplementary Service - Advice of Charge feature to extend charging information from the public network into the private network. The charging information that many service
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Public network Call-Charge Information administration
providers supply is extended from a gateway enterprise system to the end user's enterprise system. The charging information can then be displayed on the user's desktop. Information can be extended and displayed either:
· At intervals during the call and at the end of the call, or · Only at the end of the call QSIG stands for Q-Signaling, which is a common channel signal protocol based on ISDN Q.931 standards and used by many digital telecommunications systems. Only charge information received from the public network with ETSI Advice of Charge, and Japan Charge Advice is extended into the QSIG private network.
Administering Charge Advice for QSIG
Procedure 1. On the Trunk Group screen, for Group Type ISDN, <tab> to the Charge Advice field. 2. Select from the following options: · during-on-request - to request that charging information be provided at intervals during a call, and also at the end of the call · end-on request - to request that charging information be provided only at the end of a call · none - no charging information will be requested for the trunk group
Note: Receipt of charge advice on the QSIG trunk group is also dependent on Charge Advice administration at the PSTN trunk group involved on the call, and whether charges are received from the public network. 3. On the Trunk Group screen, administer the Decimal Point field. · period (.) -This is the default. If the received charge contains decimals, the charge is displayed at the calling endpoint's display with a period as the decimal point. · comma (,) - If the received charge contains decimals, the charge is displayed at the calling endpoint's display with a comma as the decimal point. If the received charge contains no decimals, no decimal point is displayed (that is, the administered decimal point is ignored for charge information received with no decimals). On an upgrade from a QSIG trunk group with the Decimal Point field administered as none, the field defaults to period.
Receiving call-charge information over non-ISDN trunks example
About this task In this example, we will administer an existing Direct Inward and Outward Dialing (DIOD) trunk to receive PPM from the public network.
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Collecting Call Information
Procedure 1. Type change trunk-group 3. The system displays the Trunk Group screen with existing administration for this trunk group. Click the numbered page tabs or Next Page to find fields that appear on subsequent pages of the Trunk Group screen. 2. In the CDR Reports field, type y. This ensures that the system displays the PPM information on the CDR report. 3. In the Direction field, enter two-way. 4. Click Next Page to find the PPM field. 5. In the PPM field, enter y. 6. In the Frequency field, enter 50/12. This is the signal frequency (in kHz). The frequency you will use depends on what the circuit pack you use is able to accept. See Tone Generation in Avaya Aura® Communication Manager Screen Reference, for more information. 7. In the Administrable Timers section, set the Outgoing Glare Guard timer to 5 seconds and select Enter to save your changes. 8. You also need to ensure that the values of the Digital Metering Pulse Minimum, Maximum and Value on the DS1 Circuit Pack screen are appropriate to the values offered by your service provider.
Viewing Call Charge Information example
About this task Communication Manager provides two ways for you to view call-charge information: on a telephone display or as part of the Call Detail Recording (CDR) report. From a display, users can see the cost of an outgoing call, both while the call is in progress and at the end of the call. In this example, we administer extension 5040 to be able to view the charge of a call in progress. The charges will appear in currency units (in this case, Lira) on the telephone display of the user. Procedure
1. Enter change trunk-group 2. 2. Click Next Page until you see the Trunk Features section. 3. In the Charge Conversion field, enter 200.
This indicates that one charge unit sent from the service provider is equal to 200 units, in this case, Lira. 4. In the Decimal Point field, enter none.
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Survivable CDR detailed description
5. In the Charge Type field, enter Lira and select Enter to save your changes.
6. Enter change system-parameters features.
7. In the Charge Display Update Frequency (seconds) field, enter 30 and select Enter to save your changes.
Frequent display updates might have considerable performance impact.
8. Now assign extension 5040 a disp-chrg button to give this user the ability to control the charge display.
See Adding Feature Buttons for more information.
If you want end users to control when they view this information, you can assign a display button that they can press to see the current call charges. If you want call charges to display automatically whenever a user places an outgoing call, you can set Automatic Charge Display to y on the COR screen.
Survivable CDR detailed description
The Survivable CDR feature is used to store CDR records to a server's hard disk. For Survivable Core and Survivable Remote Servers, the Survivable CDR feature is used to store the CDR records generated from calls that occur when a Survivable Remote or Survivable Core Server is controlling one or more gateways or port networks. The Survivable CDR feature provides the ability to store CDR records on the hard disk of the server.
When the Survivable CDR feature is enabled, the CDR records are saved in a special directory named /var/home/ftp/CDR on the server's hard disk. The CDR adjunct retrieves the Survivable CDR data files by logging into the server and copying the files to its own storage device. The CDR adjunct uses a special login that is restricted to only accessing the directory where the CDR records are stored. After all the files are successfully copied, the CDR adjunct deletes the files from the server's hard disk and processes the CDR records in the same manner that it does today.
Note:
This feature is available on main servers and Survivable Core Servers that are Communication Manager Release 5.0 and later releases only. It is available on Survivable Remote platforms running Communication Manager 4.0 and later.
The CDR adjunct must poll each main, Survivable Remote Server, and Survivable Core Server regularly to see if there are any new data files to be collected. This is required even when a Survivable Remote or Survivable Core Server is not controlling a gateway or a port network because the CDR adjunct has no way of knowing if a Survivable Remote or Survivable Core Server is active.
The Survivable CDR feature uses the same CDR data file formats that are available with legacy CDR.
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Collecting Call Information
Files for Survivable CDR
When Survivable CDR is enabled, the server writes the CDR data to files on the hard disk instead of sending the CDR data over an IP link. The Survivable CDR feature creates two types of CDR data files: a Current CDR data file that the server uses to actively write CDR data and a set of archive files containing CDR data that the server collected earlier but has not yet been collected and processed by the CDR adjunct. The naming convention for both file types are similar. However the name of the Current CDR file is always prefixed by a "C-" (for more information, see File naming conventions for Survivable CDR). The CDR Current file remains active until one of the following events happen:
· The server's system clock reaches 12:00 midnight. · The Current CDR file reaches or exceeds 20 megabytes. A 20 megabyte file may contain up
to 140K CDR records depending on the CDR format used. · A filesync, a reset system 2 (cold restart), or a reset system 4 (reboot) occurs. After one of the above events occur the following actions take place: · The Current CDR file is closed and it becomes an archive CDR file. · The file permissions change from read/write (rw) for root and read only for members of
the CDR_User group to: - Owner (root): Read/Write/Execute (rwx) - Group (CDR_User): Read/Write (rw-) - World: none (---) · The "C-" prefix is removed from the front of the file name · For a main server, a new Current CDR file is created · For a Survivable Remote or Survivable Core Server, a new Current CDR file is created only if the Survivable Remote or Survivable Core Server is controlling one or more gateways or port networks.
File naming conventions for Survivable CDR
The Survivable CDR data files have the following naming conventions: tssssss-cccc-YYMMDD-hh_mm where:
· t is populated with an L for a Survivable Remote Server, an E for a Survivable Core Server, or an S for a main server
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Survivable CDR file removal
· ssssss is populated with the least significant six digits of the System ID or SID. The SID is a unique number in the RFA license file used to identify the system. The SID for a server can be viewed by using one of the following methods: - Use the statuslicense -v BASH command. - Use the command display system-parameters customer-options on the SAT.
· cccc is populated with the least significant four digits of the Cluster ID (CL ID) or Module ID (MID). To display the MID for the server: - Use the statuslicense -v BASH command.
· YY is populated with the two digit number of the year the file was created. · MM is populated with the two digit number of the month the file was created. · DD is populated with the two digit day of the month the file was created. · hh is populated with the hour of the day the file was created based on a 24 hour clock. · mm is populated with the number of minutes after the hour when the file was created. The Current CDR file uses the same naming convention except the name is prefixed with a "C-".
Survivable CDR file removal
You can remove CDR files by: The Survivable CDR feature The Survivable CDR feature on the main, Survivable Remote Server, or Survivable Core Server automatically removes the oldest CDR data achieve file anytime the number of archived files exceed 20. The Current CDR file is not an archived file on the hard disk and, therefore, cannot be counted in the 20 files. CDR adjunct In a normal operating environment, the CDR adjunct has the responsibility to delete the CDR data files after they are copied and verified that they are correct.
Survivable CDR file access
The administrators can use a special user group called CDR_User to identify all users authorized to access the CDR storage directory. The archived CDR files are stored in /var/home/ftp/CDR.
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Collecting Call Information
Administering Survivable CDR
Procedure
1. Create a new user account for CDR adjunct access and permissions to retrieve CDR data files, see Creating a new user account.
2. Enable CDR storage on the hard disk, see Administering Survivable CDR for the main server.
3. If using this feature on the main server: Administer the Primary Output Endpoint field on the main's change system-parameters cdr SAT form to be DISK, see Administering Survivable CDR for the main server.
When using Survivable CDR, only the Primary Output Endpoint field is available. Administration of the Secondary Output Endpoint field is blocked.
4. If you are using this feature on a Survivable Remote Server and a Survivable Core Server: Administer the Enable CDR Storage on Disk field on the change survivable-processor screen, see Administering Survivable CDR for a Survivable Remote or Survivable Core Server.
Creating a new CDR user account
About this task For the CDR adjunct to access the CDR data files, a new user account must be created on the main server. The new account is pushed to the Survivable Remote and/or Survivable Core Server when a filesync is performed.
Procedure
1. On the Server Administration Interface, click Administrator Accounts under the Security heading.
2. On the Administrator Accounts page, enter the login ID for the new user in the Enter Login ID or Group Name field.
3. Click the Add Login radio button and then click Submit.
4. On the Administrator Logins -- Add Login page, enter the data in the table on page 448 in each field.
Table 8: CDR adjunct user account recommended options
Login Name
Field Name
Login group
Recommended Option Any valid user name chosen by the administrator or installer CDR_User
Table continues...
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Administering Survivable CDR for the main server
Shell:
Field Name
Lock this account Date on which the account is disabled Select type of authentication Enter key or password
Re-enter key or password
Force password/key change on first login
Maximum Number of days a password may be used (PASS_MAX_DAYS)
Minimum number of days allowed between password changes (PASS_MIN_DAYS)
Number of days warning given before a password expires (PASS_WARN_AGE)
Days after password expires to lock account
Recommended Option Select CDR access only by clicking the associated radio button. Leave blank Leave blank Password Any valid password chosen by the administrator or installer Re-enter the above password no 99999
0
7
-1
5. Click Add to create the new user account.
Administering Survivable CDR for the main server
Procedure
On the system-parameters cdr screen:
a. Enable CDR Storage on Disk?: Possible entries for this field are yes or no.
Entering yes in this field enables the Survivable CDR feature for the main, Survivable Remote Server, and Survivable Core Server. If this field is set to no, the CDR functionality remains as legacy CDR.
b. Primary Output Endpoint: Possible entries for this field are CDR1, CDR2, and DISK.
For the main server, the Primary Output Endpoint field must be set to DISK. When Survivable CDR is administered as Disk on the Primary Output Endpoint field, the Secondary Output Endpoint field is blocked.
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Collecting Call Information
Administering Survivable CDR for a Survivable Remote or Survivable Core Server
About this task
Note: The Survivable CDR feature is administered on the main server for the Survivable Remote and Survivable Core Servers.
Important: A Survivable Remote or Survivable Core Server only stores Survivable CDR records if it is administered to support Survivable CDR and if it is controlling one or more gateways or port networks. Procedure 1. On the system-parameters cdr screen:
Enable CDR Storage on Disk: Possible entries for this field are yes or no.
Entering yes in this field enables the Survivable CDR feature for the main, Survivable Remote, and Survivable Core Servers. If this field is set to no, the CDR functionality remains legacy CDR. 2. On the Survivable-processor screen: a. Service Type: The Service Type field must be set to CDR1 or CDR2 to enable entries to the Store to Dsk field. b. Store to Dsk: Enter y to enable Survivable CDR for this Survivable Remote or Survivable Core Server.
When the Service Type field is set to CDR1 or CDR2 and the Store to Dsk field is set to yes, all CDR data for the specific Survivable Remote or Survivable Core Server being administered will be sent to the hard disk rather than output to an IP link. Survivable Remote or Survivable Core Server will only store CDR records to hard disk when the Survivable Remote or Survivable Core Server is controlling a gateway or port network.
Important:
You must complete the Survivable Processor screen for each Survivable Remote or Survivable Core Server that uses the Survivable CDR feature.
Note:
The Enable field for a given line in the change survivable-processor screen must be set to o (overwrite) to change that line.
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Chapter 22: Assigning multiple call arrangement bridge to a Station
About this task This supports customers who want to migrate from CS1000 to Communication Manager and retain the existing MADN MCA operation or who wish to implement the new multiple call arrangement bridge capability. Procedure
1. Enter change station xxxx. 2. Click Next Page until you see a page with available buttons. 3. Tab down to the available entry and enter: brdg-appr. 4. At the B: field, enter the value a.
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Chapter 23: User Administration
User Administration management
For information about User Administration to manage user accounts, see Administering Avaya Aura® System Manager.
Directory Application
With the Directory Application feature, you can search an LDAP database by using browsers that are compatible with the 46xx and the 96xx deskphones. You can use the Web pages to configure the Directory Application feature to connect to the LDAP database and to customize user search. The Directory Application feature supports 250 instances of the directory configuration and provides multilingual support for the instances. For a more information about the Directory Application feature and the required configuration, see Directory Application Job Aid on the Avaya Support website at https://support.avaya.com.
Configuring the Directory Application feature
About this task To enable the Wireless Markup Language (WML) browsers to perform search operations, you must configure the Directory Application feature. Procedure
1. On the Utility Services web interface, click Administration > Directory Application. The system displays the Directory Application Administration page.
2. In the navigation pane, click General Settings. 3. Specify the LDAP connection settings. 4. Click Test Connection to ensure that the Directory application connects to the LDAP
database. 5. In the General Administration section, select Enable on the HTTP or the HTTPS field.
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Directory Application
6. (Optional) Use the Search Screen Settings screen to customize the Search screen of the deskphone.
7. (Optional) Use the Details Screen Settings screen to customize the Details screen of the deskphone.
8. (Optional) Use the Ldap Filter Settings screen to customize the LDAP filter attributes.
Configuring the deskphones
Procedure On the deskphone, set the HTTP or the HTTPS field to connect AVP Utilities through DHCP or the 46xxsettings.txt file. AVP Utilities includes a 46xxsettings.txt file. The WMLHOME parameter in the file is set to display a landing page that includes three WML applications: Directory Application, User entered URL, and Message Application.
General Settings
Use the General Settings page to administer the general settings and the LDAP connection settings of the Directory Application feature.
Administering the General Administration section
Procedure 1. On the Utility Services web interface, click Administration > Directory Application. The system displays the Directory Application Administration page. 2. In the navigation pane, click General Settings. 3. In the Directory number field, select a directory number from 1 to 250. The system configures the Directory Application feature for the particular directory number and applies the directory number to the General Settings page, the Translation Language page, and the External Numbers page. 4. In the Application title field, type an application title that the Search screen of the deskphone browser must display. 5. In the HTTP field, select Enable to enable the HTTP traffic. The directory application can accept traffic from the WML browsers that use the HTTP protocol.
Warning: When you enable the Directory Application feature on the HTTP port or the unsecured port 80, any browser can gain access to the Directory Application feature without
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User Administration
authentication or encryption mechanisms. Unauthorized users can gain access to the directory information stored on the LDAP server by using the directory interface. 6. In the HTTPS field, select Enable to enable the HTTPS traffic.
The Directory application can accept traffic from the WML browsers that use the HTTPS protocol. 7. In the Select a language file field, select a language file where you can write the translation. 8. In the Select language for your translation field, select a language for the translation.
Administering the LDAP Administration section
Procedure 1. On the Utility Services web interface, click Administration > Directory Application.
The system displays the Directory Application Administration page. 2. In the navigation pane, click General Settings. 3. In the Host Name field, type the host name or IP address of the LDAP server.
The directory application connects to the LDAP server for searching the database. 4. In the Port field, type the port number of the LDAP server.
The default LDAP port is 389. If the LDAP server is using a different port, enter the port number.
Note:
Ensure that firewall is enabled for the port. You must open the port only for outbound traffic. 5. In the Base DN (Search Root) field, type an LDAP name from where the Directory application can begin searching. 6. In the Base DN (External Search Root) field, type an LDAP base name where the external numbers are stored.
You can use the root to list, add, or delete entries in the external directory on the Manage External Numbers screen. For the directory application to include external names in the search, the name must be under Search Root. For example, if Search Root is o=avaya.com, then External Search Root can be ou=external numbers, o=avaya.com. 7. In the Max number of hits field, type the maximum number of results that the system must return for a particular search.
The default value is 96.
Note:
A higher number can degrade the system performance. The system stops the search operation when the search reaches the maximum number.
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Directory Application
8. In the User ID field, type a User ID to connect to the LDAP server.
If you do not provide a User ID, the directory application uses an anonymous LDAP connection. To ensure that you can modify the LDAP database by using the Manage External Numbers screen, you must give write access to the specified user. 9. In the Password field, type a password for the User ID that you specified for the LDAP server. 10. In the Search Time field, type the maximum number of seconds for the search operation before returning the results.
The system stops the search operation when the operation exceeds the time.
The default value is 10. 11. In the Secure Connection (TLS support) field, select On or Off.
The directory application can connect to an LDAP server on TCP or TLS. If you select TLS, you must perform additional configuration. For more information, see TLS Configuration. 12. Click Test Connection to ensure that the directory application can connect to the LDAP server by using the connection parameters you have specified.
Administering the Search Screen settings section
About this task You can customize the search or the home page of the Directory application to allow users to search for particular LDAP attributes. The telephone displays each search attribute on a separate line. You can configure the settings for each line. Procedure
1. On the Utility Services web interface, click Administration > Directory Application.
The system displays the Directory Application Administration page. 2. In the navigation pane, click General Settings. 3. In the Search Attribute field, you can select from the list of available LDAP attributes or
choose a new attribute.
For example, the LDAP attribute for Name can be cn or cn;lang-en. The second attribute must be a telephone number or any attribute associated with the telephone number.
Note:
A valid LDAP attribute name can contain an alphabetic character, a number, and the minus sign (-) and colon (;). However, the attribute name must begin with a letter. 4. In the Associated Label field, type a label for each search attribute that is activated.
The label supports Unicode and the telephone Search screen displays the label. 5. In the Minimum Search String field, type the minimum number of characters required for
a search string.
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User Administration
The directory application denies a search operation with a search string containing less than the minimum number of characters required.
Administering the Detail Screen settings section
Procedure 1. On the Utility Services web interface, click Administration > Directory Application. The system displays the Directory Application Administration page. 2. In the navigation pane, click General Settings. 3. In the Search Attribute field, you can select from the list of available LDAP attributes or choose a new attribute. For example, the LDAP attribute for Name can be cn or cn;lang-en. A second attribute must be a telephone number or any attribute associated with the telephone number.
Note: A valid LDAP attribute name can contain an alphabetic character, a number, and the minus sign (-) and colon (;). However, the attribute name must begin with a letter. 4. In the Associated Label field, type a label that the system must display before the actual value on the Detail screen.
Administering the LDAP Filter Settings section
Procedure 1. On the Utility Services web interface, click Administration > Directory Application. The system displays the Directory Application Administration page. 2. In the navigation pane, click General Settings. 3. In the Filter Attribute field, you can select from the list of available LDAP attributes or choose a new attribute. For example, the LDAP attribute for Name can be cn or cn;lang-en. A second attribute must be a telephone number or any attribute associated with the telephone number.
Note: A valid LDAP attribute name can be an alphabet, a number, and the minus sign (-) and colon (;). However, the attribute name must begin with an alphabet. 4. In the Filter Text field, type the label that the system must use in the LDAP search filter for the associated filter attribute.
Translation Language
Use the Language Translation Settings screen for the translation language that you selected on the General Administration screen for the selected Directory number. The system has 11
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Directory Application
predefined translation languages. When you select a language, the system writes the language translation to the file and the system displays the details in the translation column. If you select a language other than the 11 predefined languages, the system displays the English text mapping with English translations. In either of the scenarios, you can edit the English text in the translation mapping column. The following list includes the 11 predefined language translations:
· Brazilian-Portuguese · English · French · German · Italian · Japanese · Korean · Lat-Spanish · Russian · Simplified Chinese · Traditional Chinese The user can edit the value in the Translation column of each English string.
External Numbers
Use the External Numbers Administration screen to view entries in the External Number search root of the LDAP database, based on the specification in the General Settings screen. You can also perform the following operations:
· Add external numbers. · Edit external numbers. · Delete external numbers.
Adding a new external number in the LDAP database
Procedure 1. On the Utility Services web interface, click Administration > Directory Application. The system displays the Directory Application Administration page. 2. In the navigation pane, click External Numbers. The system displays the External Numbers Administration page. 3. Click Add.
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User Administration
4. In the Native Name field, type a Unicode name. 5. In the Name field, type an ASCII name. 6. In the Phone Number field, type a deskphone number. 7. In the E-mail field, type an email address. 8. Click Save to add the external number to the LDAP database. 9. Click Refresh to view your changes.
Editing an external number in the LDAP database
Procedure 1. On the Utility Services web interface, click Administration > Directory Application. The system displays the Directory Application Administration page. 2. In the navigation pane, click External Numbers. 3. Select an entry. 4. Click Edit. 5. Modify the details of the selected entry.
Note: You can modify only one entry at a time. You cannot modify the value of the Native Name field. 6. Click Save to save your changes to the LDAP database. 7. Click Refresh to view your changes.
Deleting an external number from the LDAP database
Procedure 1. On the Utility Services web interface, click Administration > Directory Application. The system displays the Directory Application Administration page. 2. In the navigation pane, click External Numbers. The system displays the External Numbers Administration page. 3. Select an entry. You can select multiple entries at a time. 4. Click Delete. 5. Click Delete to confirm your action. 6. Click Refresh to view your changes.
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Chapter 24: Communication Manager objects
For information about Communication Manager objects, see Administering Avaya Aura® System Manager.
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Chapter 25: Endpoints
For managing endpoints, see Administering Avaya Aura® System Manager.
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Chapter 26: Templates
For information about templates, see Administering Avaya Aura® System Manager.
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Chapter 27: Overview of Inventory Management
You can use the Inventory Management feature to configure Avaya Aura® System Manager to discover specific devices within the network. By using the Inventory Management feature, you can manage the SNMP access parameters that are used for the inventory collection process. By using Inventory Management, you can do the following:
· Detect or discover your network that includes subnets and nodes. · Discover your network by using Simple Network Management Protocol (SNMP) For more information about the following, see the Administering Avaya Aura® System Manager and SNMP Administration and Reference guides: · Discovering elements · Discovering SRS and SCS servers · Creating profiles · Overview of Inventory Management
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Chapter 28: Messaging
Subscriber Management
With System Manager, you can perform messaging system administration activities, such as add, view, edit, and delete subscribers. You can also administer mailboxes, and modify mailbox settings for a messaging system. System Manager supports:
· Communication Manager 5.0 and later and · Avaya Aura® Messaging 6.0 and later
Adding a subscriber
Procedure 1. On the System Manager web console, click Elements > Messaging. 2. Click Subscriber in the left navigation pane. 3. Select one or more messaging systems from the list of Messaging Systems. 4. Click Show List. 5. Click New. 6. Complete the Basic Information, Subscriber Directory, Mailbox Features, Secondary Extensions, and Miscellaneous sections. 7. Complete the Add Subscriber page and click Commit to add the subscriber. Note: If you select more than one Messaging or Modular Messaging from the list of messaging systems, and then click New, the system displays the Add Subscriber page with the first Messaging or Modular Messaging in context.
Related links Subscribers (Avaya Aura Messaging) field descriptions on page 466
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Messaging
Editing a subscriber
Procedure 1. On the System Manager web console, click Elements > Messaging. 2. Click Subscriber in the left navigation pane. 3. Select a messaging system from the list of Messaging Systems. 4. Click Show List. 5. From the Subscriber List, choose the subscriber you want to edit. 6. Click Edit or View > Edit. 7. Edit the required fields in the Edit Subscriber page. 8. Click Commit to save the changes.
Related links Subscribers (Avaya Aura Messaging) field descriptions on page 466
Viewing a subscriber
Procedure 1. On the System Manager web console, click Elements > Messaging. 2. Click Subscriber in the left navigation pane. 3. Select a messaging system from the list of Messaging Systems. 4. Click Show List. 5. Select the subscriber you want to view from the Subscriber List. 6. Click View. Note: You cannot edit any field on the View Subscriber page.
Related links Subscribers (Avaya Aura Messaging) field descriptions on page 466
Deleting a subscriber
Procedure 1. On the System Manager web console, click Elements > Messaging. 2. Click Subscriber in the left navigation pane.
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Subscriber list
3. Select a messaging system from the list of Messaging Systems. 4. Click Show List. 5. Select the subscriber you want to delete from the Subscriber List. 6. Click Delete.
The system displays a confirmation page for deleting the subscriber. 7. Confirm to delete the subscriber or subscribers.
Note: You cannot delete a subscriber associated with a user through mailbox management. You can delete the user associated subscribers only through User Profile Management.
Subscriber list
The subscriber list displays all subscribers in a messaging version, such as Messaging, Communication Manager Messaging, or Modular Messaging. You can apply filter to each column in the subscriber list. You can also sort subscribers according to each of the column in the subscriber list. You must refresh the page to view the information that is updated after the last synchronization.
Name Name Mailbox Number Email Handle Telephone Number Last Modified
User
System
Description The name of the subscriber. The mailbox number of the subscriber. The email handle of the subscriber. The telephone number of the mailbox. The time and date when the subscriber details were last modified. The name of the user to which the subscriber is associated. The messaging system of the subscriber.
Filtering subscribers
Procedure 1. On the System Manager web console, click Elements > Messaging. 2. Click Subscriber in the left navigation pane. 3. Select a messaging system from the list of Messaging Systems.
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Messaging
4. Click Show List. 5. Click the Filter: Enable option in the Subscriber List. 6. Filter the subscribers according to one or multiple columns. 7. Click Apply.
To hide the column filters, click Disable. This does not clear any filter criteria that you have set.
Note: The table displays only those subscribers that match the filter criteria.
Subscribers (Avaya Aura® Messaging) field descriptions
Name System Template Last Name First Name Mailbox Number
Password
Save as Template
Description
The name of the messaging system.
The messaging template of a subscriber template.
The last name of the subscriber.
The first name of the subscriber.
The full mailbox number of a subscriber, including the site group and site identifiers, and the short mailbox number. Subscribers use mailbox numbers to log on to their respective mailbox. For a PBX subscriber, the mailbox number ranges from 3 to 10 digits in length. Other local subscribers use this field to address messages to the PBX subscriber. For a Multisite system subscriber, the mailbox number is up to 50 digits in length.
Ensure that the mailbox number is:
· Within the range of mailbox numbers assigned to your system.
· Unassigned to another local subscriber.
· A valid length on the local computer.
This is a mandatory field on the Add Subscriber pages for all types of messaging systems.
The default password the subscriber must use to log in to the mailbox.
The password can be from 3 to 15 digits and adhere to system policies set on the Avaya Aura® Messaging server.
Saves your current settings as a template.
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Basic Information
Name Class Of Service Name
Community ID
Numeric Address Time zone
PBX Extension Site
Subscriber Directory
Field Email Handle Telephone Number
Subscribers (Avaya Aura® Messaging) field descriptions
Description The name of the class of service (CoS) for this subscriber.
CoS controls subscriber access to many features and provides general settings, such as mailbox size. The value that you select must be available in the messaging system. The default community ID for the subscriber. Community IDs are used to control message sending and receiving among groups of subscribers. The default value is 1. The unique address in the voice mail network. The numeric address can be from 1 to 50 digits and can contain the Mailbox Number. The time zone for Avaya Aura® Messaging time subscribers.
The value must be in the standardized name format, America/Phoenix. Otherwise, the system sets the Avaya Aura® Messaging subscriber time zone to the System Manager server time zone. The primary telephone extension of the subscriber. For a Multisite system subscriber, this number is up to 50 digits in length. The name of the site. Avaya Aura® Messaging includes a site named Default. Change the default name when you set site properties for the first time.
Description The name that the system displays before the computer name and domain in the subscriber's email address. The telephone number of the subscriber as displayed in address book listings and client applications. The entry can be a maximum of 50 characters in length and can contain any combination of digits (0-9), period (.), hyphen (-), plus sign (+), and left and right parentheses ([) and (]).
Table continues...
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Messaging Field Common Name ASCII version of name Pronounceable Name
Include in Auto Attendant directory
Subscriber Security
Name Expire Password Is Mailbox Locked?
Description
The display name of the subscriber in address book listings, such as those for email client applications. The name can be 1 to 64 characters in length. This field is automatically populated when you add a new subscriber.
If the subscriber name is entered in multi-byte character format, then this field specifies the ASCII translation of the subscriber name.
The pronounceable name of the user.
The name of a user, info mailbox, or distribution list might not follow the pronunciation rules of the primary language for your system. To increase the likelihood of the Speech Recognition feature recognizing the name, spell the name as you would pronounce the name.
For example, if the primary language of your system is English, spell Dan DuBois as Dan Doobwah. You can enter an alternative name for the user. For example, William Bell might also be known as Bill Bell. If you enter William in the First name field, Bell in the Last name field, and Bill Bell in the Pronounceable name field, the speech engine recognizes both William Bell and Bill Bell.
The option to add the messaging system to the auto attendant directory.
Description
An option to set the password expiry. The options are:
· yes: for password to expire
· no: if you do not want your password to expire
The option to lock your mailbox. A subscriber mailbox can get locked after two unsuccessful login attempts. The options are:
· no: To unlock your mailbox
· yes: To lock your mailbox and prevent access to it
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Mailbox Features
Name Personal Operator Mailbox Personal Operator Schedule TUI Message Order
Intercom Paging
Subscribers (Avaya Aura® Messaging) field descriptions
Description
The mailbox number or transfer dial string of the subscriber's personal operator or assistant. This field also indicates the transfer target when a caller to this subscriber presses 0 while listening to the subscriber greeting.
The option to specify when to route calls to the backup operator mailbox. The default value is Always Active.
The order in which the subscriber hears the voice messages. The options are:
· urgent first then newest: to direct the system to play any messages marked as urgent prior to playing non-urgent messages. Both the urgent and non-urgent messages are played in the reverse order of how they were received.
· oldest messages first: to direct the system to play messages in the order they were received.
· urgent first then oldest: to direct the system to play any messages marked as urgent prior to playing non-urgent messages. Both the urgent and non-urgent messages are played in the order of how they were received.
· newest messages first: to direct the system to play messages in the reverse order of how they were received.
The intercom paging settings for a subscriber. The options are:
· paging is off: Disables intercom paging for this subscriber.
· paging is manual: Callers can page the subscriber with Subscriber Options or TUI if the subscriber can modify.
· paging is automatic: Callers automatically page the subscriber with TUI.
Table continues...
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Messaging Name VoiceMail Enabled
MWI enabled
Secondary Extensions
Field Secondary Extension
Miscellaneous
Field Miscellaneous 1 Miscellaneous 2
Description
The option to specify if a subscriber can receive messages, email messages, and call-answer messages from other subscribers. The options are:
· yes: To create, forward, and receive messages.
· no: To prevent the subscriber from receiving callanswer messages and to hide the subscriber from the telephone user interface (TUI). The subscriber cannot use TUI to access the mailbox, and other TUI users cannot address messages to the subscriber.
The option to enable the message waiting indicator (MWI) light feature. The options are:
· No: The user has a voice mailbox only.
· ByCOS: CoS controls how the system enables MWI. The MWI enabled field overrides the MWI setting defined by the CoS to which the user is associated.
Description
One or more alternate number to reach a subscriber. You can use secondary extensions to specify a telephone number for direct reception of faxes, to allow callers to use an existing Caller Application, or to identify each line appearance on the subscriber's telephone set if they have different telephone numbers.
For Avaya Aura® Messaging 6.3, you can add a maximum eight secondary extensions.
Description
Useful information about a subscriber template. The messaging system does not use this information. Entries in this field are for convenience and are not used by the messaging system.
Useful information about a subscriber template. The messaging system does not use this information. Entries in this field are for convenience and are not used by the messaging system.
Table continues...
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Field Miscellaneous 3
Miscellaneous 4
Button Commit Edit Reset or Clear Cancel
Subscribers (Avaya Aura® Messaging) field descriptions
Description Useful information about a subscriber template. The messaging system does not use this information. Entries in this field are for convenience and are not used by the messaging system. Useful information about a subscriber template. The messaging system does not use this information. Entries in this field are for convenience and are not used by the messaging system.
Description Saves all the changes. Allows you to edit the fields. Clears all changes. Returns to the previous page.
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Chapter 29: Administering LDAP Directory Application
LDAP Directory Application overview
From Release 8.0, you need to install the Avaya Aura® AVP Utilities on same hardware where Communication Manager is installed. Use the LDAP Directory Application web pages to configure LDAP Directory Application to connect to an LDAP database and to customize the search experience of the user. You can install Directory Application on the supported Avaya servers. For the list of supported servers, see Avaya Aura® Communication Manager Hardware Description and Reference. The 96xx, and 96x1 telephones use Wireless Markup Language (WML) browsers to browse LDAP databases.
Configuring Directory Application
About this task Configure Directory Application so that users can use WML browsers to perform search operations. Procedure
1. To start Directory Application, go to Avaya Aura Utility Services System Management Interface (SMI) > Administration > Directory Application.
2. On the General Settings page, specify the LDAP settings. 3. To ensure that the Directory Application can connect to the LDAP database, click Test
Connection. 4. Enable the Directory Application for HTTP and HTTPS traffic. 5. (Optional) To customize the Search screen for the telephone browser, use the Search
Screen Settings section. 6. (Optional) To customize the Details screen for the telephone browser, use the Details
Screen Settings section.
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96xx and 96x1 telephones URL configuration
7. (Optional) To customize the LDAP filter attributes, use the Ldap Filter Settings section.
96xx and 96x1 telephones URL configuration
You can configure the URL on 96xx and 96x1 telephones by using the WMLHOME property in the settings file. Use the following URLs:
· The URL for HTTP is: http://<AVP Utilities IP address>/directoryclient/ search.php
· The URL for HTTPS is: https://<AVP Utilities IP address>/directoryclient/ search.php
For more information on configuring WML browsers for the 96xx and 96x1 telephones, see Avaya one-X Deskphone SIP for 9600 Series IP Telephones Administrator Guide.
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Chapter 30: Administering IP DECT
IP DECT
Use the IP DECT (Digital Enhanced Cordless Telecommunications) feature to support an IP DECT system, an IP-based cordless telephony and messaging system for connection to private telephone exchanges.
Enabling multiple locations for IP DECT
About this task Important: Perform this task only if you need to enable the multiple locations feature in Communication Manager system.
Procedure 1. Enter display system-parameters customer-options. 2. Click Next until you see the Multiple Locations field. 3. Ensure that the Multiple Locations field is set to y. Note: If the Multiple Locations field is set to n, multiple locations is not enabled for the IP DECT feature. Go to the Avaya Support website at http://support.avaya.com for assistance. 4. Select Enter to exit the screen.
Verifying system capacities
Procedure 1. Enter display capacity. 2. Click Next until you see the Total Licensed Capacity section.
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IP DECT
3. Ensure that the following fields display the current information: · XMOBILE Stations: Total number of X-Mobile stations including the IP DECT stations. · ISDN DECT: Current number of ISDN-based DECT X-Mobile stations. · IP DECT: Current number of IP-based DECT X-Mobile stations.
4. Select Enter to exit the screen.
Assigning the codec
Procedure 1. Enter change ip-codec-set n or change ip-media-parameters n, where n is the IP codec set number. The system displays the IP MEDIA PARAMETERS screen.
Note: The codec set that has to be configured in the IP Network Region must be linked to this IP MEDIA PARAMETERS screen. 2. Fill in the following fields: · Audio Codec: G.711 a-law and u-law (for 10, 20, 30 ms packets), G.729/G.729a/ G.729b/G.729ab (for 10, 20, 30, 40, 50, 60 ms packets), and G.723 (for 30, 60 ms packets) depending on the audio codec used for this codec set.
Note: When using G.729 codecs, for outgoing packets, the legacy IP DECT system (ADMM) either uses G.729A or G.729AB. · Silence Suppression: y or n depending on the codec you have set. The ADMM system does not support silence suppression for G.729 or G.729A codecs. · Frame Per Pkt: 2. · Media Encryption: none, srtp-aescm-128, or srtp-aescm-256. 3. Select Enter to save your changes. For information on administering the IP codec sets, see the Administering IP Codec sets section of Administering Network Connectivity on Avaya Aura® Communication Manager, 555-233-504. For information on additional parameters to control media stream usage for fax and data transport modes, see Avaya Aura® Communication Manager Screen Reference.
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Administering IP DECT
Configuring the network region
Procedure 1. Enter change ip-network-region n, where n is the network region. Note: The Far-end Network Region that has to be configured in the signaling-group must be linked to this codec. 2. Fill in the following fields: · Codec Set: 1 to 7 depending on the codec set to be used for the network region. · RSVP Enabled: n. 3. Click Next until you see the Inter Network Region Connection Management section. Avaya recommends you to use the same codec set which you already assigned, see Assigning the codec task. For information on administering the IP network regions, see the Administering IP network regions section of Administering Network Connectivity on Avaya Aura® Communication Manager, 555-233-504. 4. Select Enter to save your changes.
Configuring the trunk group
Procedure 1. Enter add trunk-group n, where n is the trunk group number. Note: You must administer this trunk group to use an H.323 signaling group of x-mobility type of DECT. 2. Ensure that the Group Type field is set to isdn. 3. Fill in the following fields: · Direction: two-way. · Carrier Medium: H.323. · Service Type: tie. 4. Click Next until you see the Trunk Parameters section. 5. Fill in the following fields: · Codeset to Send Display: 0.
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IP DECT
· Supplementary Service Protocol: a. · Digit Handling (in/out): overlap/enbloc. · Format: Type the numbering format.
The numbering format no need to be any specific type. For example, IP trunk to the IP DECT can have Private numbering format. 6. Click Next until you see the Trunk Features section. 7. Fill in the following fields: · NCA-TSC Trunk Member: 1 or higher for carrying Message Waiting Indication (MWI) facility. · Send Name: y. · Send Calling Number: y. · Send Connected Number: y. 8. Click Next until you see the Group Member Assignments section. 9. Add trunk group members to the numbered Group Member Assignments.
Note: The IP DECT supports maximum of 255 simultaneous calls. The IP DECT can choose another available trunk if administered.
Note: Instead of adding the trunk group members on the Group Member Assignments, you can set the Member Assignment Method field to auto. 10. Select Enter to save your changes.
Configuring the signaling group
Procedure 1. Enter add signaling-group n, where n is the signaling group number. 2. Ensure that the Group Type field is set to H.323. 3. Fill in the following fields: · Max number of NCA TSC: 1 or higher. · Max number of CA TSC: 1 or higher. · Trunk Group for NCA TSC: Type the number of the previously administered or associated trunk group. · Trunk Group for Channel Selection: Type the number of the previously administered or associated trunk group.
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Administering IP DECT
· TSC Supplementary Service Protocol: a. · X-Mobility/Wireless Type: DECT. · Location for Routing Incoming Calls: blank or the location of the ADMM or RFS.
Note: Administer the Location for Routing Incoming Calls field only when the multiple locations feature is enabled for IP DECT. · Near-end Listen Port: Port of the CLAN or PE. · Far-end Listen Port: Port of the ADMM or RFS. · Far-end Network Region: Point to the associated network region. · Calls Share IP Signaling Connection: n. · Interworking Message: PROGress. · Enable Layer 3 Test: y for IP trunk supervision. 4. Select Enter to save your changes.
Configuring the station
Procedure 1. Enter add station n, where n is the extension. 2. Ensure that the Type field is set to XMOBILE. 3. Ensure that the XMOBILE Type field is set to IPDECT. 4. Fill in the following fields: · Message Lamp Ext: Type the station number. · Display Module: y. · Message Waiting Type: ICON, DISP, or NONE depending on the MWI message requirement. · Length of Display: Type the proper length for each of the handset. Avaya recommends that the Length of Display field must be set to 16x2. · Mobility Trunk Group: Type the appropriate trunk group that use the H.323 signaling groups. Note: You must not change the value of the Mobility Trunk Group field while a call is active. · Mapping Mode: both.
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5. Select Enter to save your changes.
IP DECT
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Chapter 31: Administering SIP trunk optimization
SIP trunk optimization
The SIP trunk optimization feature eliminates the need for provisioning trunks for redundancy. This feature frees up trunks so that the available trunks can be used by SIP agents, SIP stations, or PSTN bound SIP trunk calls. Following illustration explains the problem of trunk consumption due to redundancy.
Above figure provides two scenarios: · First scenario: When the connection between Communication Manager and Session Managers work fine. · Second scenario: When the connection between Communication Manager and Session Manager fails.
In the first scenario, if Communication Manager wants to reach the red agents (agent pool 1), it can do so by utilizing the red trunk between Communication Manager and Session Manager-1.
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SIP trunk optimization Similarly, if Communication Manager wants to reach the blue agents (agent pool 2), it can do so by utilizing the blue trunk between Communication Manager and Session Manager-2.
In the second scenario, administering additional trunks provide a solution for giving service to red and blue agents, but introduces few other problems.
· The additional trunk members administered for redundancy remain unused in the first scenario, when entity links to Session Manager-1 and Session Manager-2 are in service.
· Double the number of trunks need to be provisioned to cover a rarely occurring second scenario. Given the limited trunk members on Communication Manager, using trunks for redundancy reduces the trunks required for actual traffic.
· Routing and administration of route-patterns becomes complex.
For provisioning connectivity to Session Manager-1 and Session Manager-2, Communication Manager has to create two signaling groups:
· Signaling group to Session Manager-1: Near-End as procr and Far-End as Session Manager-1
· Signaling group to Session Manager-2: Near-End as procr and Far-End as Session Manager-2
Each signaling must have 5000 trunks provisioned with Session Manager-1 and 5000 trunks to be provisioned with Session Manager-2 as described earlier.
SIP trunk optimization feature allows each signaling group to point to multiple Session Managers. In this particular case, a signaling group will point to both Session Manager-1 and Session Manager-2. This is achieved by pointing the signaling group to a cluster of Session Managers. An SM cluster can have as many as 28 Session Managers. With a Session Manager cluster, it is assumed that all Session Managers share similar configuration and any Session Manager can route a call to the far end station or far end trunk.
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Administering SIP trunk optimization
The ability of signaling group to point to both Session Managers reduces the required trunks by half to be administered on Communication Manager while achieving full redundancy. If the link to the Session Manager-1 fails, then the Signaling group uses the link to Session Manager-2 to route all the outgoing traffic. The effect of having one signaling group pointing to multiple Session Managers is as follows:
· Signaling group remains in service if at least one Session Manager administered in the cluster is reachable.
· Trunk group remains in service and all members administered in the trunk group can be used to deliver traffic.
· For example, trunk group with 5000 members in the first scenario can service 2500 agents on Session Manager-1 and 2500 agents on Session Manager-2. The same trunk group with 5000 members can services 2500 agents on Session Manager-1 and 2500 agents on Session Manager-2 through the link between Communication Manager and Session Manager-2, if the connectivity between Communication Manager and Session Manager-1 goes down. Even if Session Manager-1 goes down and all agents move to Session Manager-2, the same 5000 members will be able to reach all the 5000 agents.
Additional enhancements made in SIP trunk optimization feature are as follows: · Number of trunk members have been increased to 9,999 for SIP trunk groups. · Number of SIP agents have been increased to 10,000. · System wide trunk members have been increased to 30,000. · Measured trunks have been increased to 30,000. · TLS connections for SIP have been increased to 56 from the current value of 32, to support 28 Session Managers. Because, two links are required to support each Session Manager. · SIP Station form directly points to its Primary and Secondary Session Manager to support 28 Session Managers, because two links are required to support each Session Manager. For more details on the capacities, see Avaya Aura® Communication Manager System Capacities Table. · Look Ahead Routing feature is deprecated for SIP station calls if routed over clustered signaling group. · Route pattern can now specify a network region.
Related links Adding Session Managers to a cluster on page 482 Administering the number of members on a trunk group on page 483
Adding Session Managers to a cluster
About this task The Cluster Session Manager form in the Communication Manager SAT interface allows you to add up to 28 Session Managers.
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SIP trunk optimization
Procedure 1. In a SAT session, enter change cluster session manager. 2. Enter the names of the Session Managers that you want the cluster to point to.
Related links SIP trunk optimization on page 480
Administering the number of members on a trunk group
Procedure 1. In a SAT session, enter change trunk group. 2. In the Number of Members field, enter a required value. You can enter up to 9,999 trunk members. If you want to change the value to 256 or more, then the Number Assignment Method field value must set to auto.
Related links SIP trunk optimization on page 480
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Chapter 32: Certificate Management
Certificate Management provides for support of importing new identity certificates and trusted CA certificates with enhanced signatures, such as SHA2 and 2048 key length.
Certificate Management enables receiving and validating both existing certificates with SHA1-1024 signature and new certificates with SHA2-2048 signature.
Certificate installation activity is a maintenance activity and must be performed during maintenance window when there is no call traffic running on the Communication Manager system. Performing installation activity on live system can yield undesired system behavior like service disruption and system overload.
Communication Manager uses four application directories to hold certificates.
Application Directory C
W R A
Service/Interface Communication Manager telephony
Administration Web Server Remote logging
Authentication, Authorization and Accounting (AAA) services (for example, LDAP)
Peer entity
Session Manager another peer CM server, AES, CM Duplication link, FIleSync links, H.248 gateways and 96x1 H.323 phone.
PC
Syslog server and general Services access
External AAA server
Usage SIP trunk, H.323 over TLS and others
Communication Manager Web Administration logging and services access Administration accounts authentication
Related links Generating a CSR on page 491 Generating a CSR when third-party signed certificate is unavailable on page 492
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Identity Certificates
Identity Certificates
Overview Each Communication Manager is installed with a unique identity certificate for Communication Manager Telephony service, including the SIP TLS link. This certificate is unique for each customer, and is secure. Three methods exist for certificate creation/signing:
1. Import a 3rd party hosted certificate pair (Trusted CA chain and the Identity cert) 2. Create a signed cert on SMGR and import to CM 3. Use CM's Certificate Signing Request (CSR) and point to SMGR's CA or to some other CA
for signing. You should generate 2048 bits and SHA-2 hash identity certificates with your CA for all Communication Manager services/interfaces, including Telephony service. The Communication Manager Messaging service has its non-unique identity certificate that is signed by Avaya SIP Product Certificate Authority, and automatically installed during installation. Communication Manager Web Server is the same. Each service or interface can only have ONE identity certificate, but one identity certificate may be copied into multiple repositories.
Displaying a certificate
Procedure 1. On the Communication Manager SMI interface, click Administration > Server (Maintenance). 2. In the Security section, click Server/Application Certificates. 3. Select a certificate from the list that has been, and click Display.
Addition of an identity certificate
About this task Communication Manager allows the certificate file received from CA in PEM format or in PKCS#12 format. There are two methods for Communication Manager to get the identity certificate from CA directory.
· Generate a Certificate Signing Request (CSR) file and submit the CSR file to CA. By using the CSR request, CA issues a signed certificate file in PEM format (no private key contained) or in PKCS#12 format (with or without private key contained).
· Request CA to generate a private/public key pair and the certificate directly and the certificate can only be delivered in a PKCS#12 format file, which contains both of the private and public keys.
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Certificate Management
Adding an identity certificate for Simplex server
About this task To add the signed Identity certificate received from CA to identity certificate repositories, upload the pem format file or PKCS#12 format file to /var/home/ftp/pub directory first. The signed Identity certificate can be a single certificate (self-signed root certificate) or a also include the certificate chain with the chain of trust that reverts back to a trusted certificate. Communication Manager supports chained identity certificate. You must have already installed the CA certificate that is provided by the CA and has been used to authenticate your certificate or the chained certificate, to CM trusted certificate repositories. This CA certificate must be trusted by all the Communication Manager services/interfaces that the identity certificate is applied for. If the CA certificate is not trusted by a Communication Manager service/interface, the installation of identity certificate for this service will fail, and Communication Manager prompts an error message. Procedure
1. On the Communication Manager SMI interface, click Administration > Server (Maintenance).
2. In the Security section, click Server/Application Certificates. 3. Click Add. 4. Enter the file name of the certificate (that has been loaded into) in the /var/
home/ftp/pub folder. The file must contain a certificate (that has been loaded into) chain to add. The certificate must be either a PKCS#12 file or a file in pem format. 5. Enter the password of the certificate. This is necessary, since the signed certificate file will be encrypted with this password so that it is not transported in the clear as the administrator is importing the certificate. 6. Click Open to validate the certificate. After successful verification, the Server/Application Certificates - Add page shows the issued-to, issued-by, and date of expiration information for each of the added certificates in the chain. If the file does not contain a valid certificate, the system displays an error message instead of the certificate content. 7. Select the appropriate repositories in which the certificate needs to be installed. 8. Click Add. Communication Manager does not needs to be restarted for the certificate to take effect.
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Identity Certificates
Adding an identity certificate for Duplex server
About this task To add the signed Identity certificate received from CA to identity certificate repositories, upload the pem format file or PKCS#12 format file to /var/home/ftp/pub directory first. The signed Identity certificate can be a single certificate (self-signed root certificate) or a also include the certificate chain with the chain of trust that reverts back to a trusted certificate. Communication Manager supports chained identity certificate. You must have already installed the CA certificate that is provided by the CA and has been used to authenticate your certificate or the chained certificate, to CM trusted certificate repositories. This CA certificate must be trusted by all the Communication Manager services/interfaces that the identity certificate is applied for. If the CA certificate is not trusted by a Communication Manager service/interface, the installation of identity certificate for this service will fail, and Communication Manager prompts an error message.
Note: Both the Communication Manager servers in Duplex system will have their own identity certificate, and the identity certificates must be installed on respective servers. You must install the identity certificates on both the Communication Manager servers. However, the new certificates must be installed on the active server before doing an interchange. Procedure 1. On the Communication Manager SMI interface, click Administration > Server
(Maintenance). 2. In the Security section, click Server/Application Certificates. 3. Click Add. 4. Enter the file name of the certificate (that has been loaded into) in the /var/
home/ftp/pub folder. The file must contain a certificate (that has been loaded into) chain to add. The certificate must be either a PKCS#12 file or a file in pem format. 5. Enter the password of the certificate. This is necessary, since the signed certificate file will be encrypted with this password so that it is not transported in the clear as the administrator is importing the certificate. 6. Click Open to validate the certificate. After successful verification, the Server/Application Certificates - Add page shows the issued-to, issued-by, and date of expiration information for each of the added certificates in the chain. If the file does not contain a valid certificate, the system displays an error message instead of the certificate content. 7. Select the appropriate repositories in which the certificate needs to be installed.
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Certificate Management
8. Click Add. Communication Manager does not needs to be restarted for the certificate to take effect.
Removing an identity certificate
Procedure 1. On the Communication Manager SMI interface, click Administration > Server (Maintenance). 2. In the Security section, click Server/Application Certificates. 3. Select a certificate entry and click Add. The Server/Application Certificates Remove page shows the file name, issued-to, issued by, date of expiration, and installed-in information for the first certificate in the selected certificate chain. 4. Select the appropriate repositories from which you want to remove the certificate. 5. Click Remove.
Copying an identity certificate
Procedure 1. On the Communication Manager SMI interface, click Administration > Server (Maintenance). 2. In the Security section, click Server/Application Certificates. 3. Select a certificate entry and click Copy. The Server/Application Certificates - Copy page shows the certificate content of the first certificate in the chain along with a list of all other repositories from which you can select any combination. 4. Select the appropriate repositories from which you want to install the certificate. 5. Click Copy to install the selected certificate in the selected repositories. For each repository where the certificate is installed, the system overwrites or creates the server.crt and server.key files.
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Trust certificates
Trust certificates
Displaying a certificate
Procedure 1. On the Communication Manager SMI interface, click Administration > Server (Maintenance). 2. In the Security section, click Trusted Certificates. 3. Select a certificate, and click Display.
Related links Certificate Management on page 484
Adding a trusted certificate for Simplex server
About this task A trusted certificate must be a Certificate Authority (CA) certificate. To add a trusted certificate to certificate repository, upload the pem format file to /var/home/ftp/pub directory. Procedure
1. On the Communication Manager SMI interface, click Administration > Server (Maintenance).
2. In the Security section, click Trusted Certificates. 3. Click Add. 4. Enter file name of the certificate in the /var/home/ftp/pub folder. 5. Click Open to validate the certificate.
After successful verification, the Trusted Certificates Add page shows the issued-to, issued-by, and date of expiration information for the added certificate. 6. Enter a file name to use to store the certificate. 7. Select the appropriate repositories in which the certificate needs to be installed. 8. Click Add. If you fail to install a certificate in one repository, it does not affect the installation in other repositories. Related links Certificate Management on page 484
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Certificate Management
Adding a trusted certificate for Duplex server
About this task A trusted certificate must be a Certificate Authority (CA) certificate. To add a trusted certificate to certificate repository, upload the pem format file to /var/home/ftp/pub directory. Trusted certificate installation must be performed on the active Communication Manager server in a Duplex system pair.
Note: There is NO need to copy the root CA cert file to the standby Communication Manager server. The root CA cert file is copied by Communication Manager's active server, as part of server synchronization, immediately after the CA cert was installed onto the active Communication Manager server. Procedure 1. On the Communication Manager SMI interface, click Administration > Server
(Maintenance). 2. In the Security section, click Trusted Certificates. 3. Click Add. 4. Enter file name of the certificate in the /var/home/ftp/pub folder. 5. Click Open to validate the certificate.
After successful verification, the Trusted Certificates Add page shows the issued-to, issued-by, and date of expiration information for the added certificate. 6. Enter a file name to use to store the certificate. 7. Select the appropriate repositories in which the certificate needs to be installed. 8. Click Add. If you fail to install a certificate in one repository, it does not affect the installation in other repositories. Related links Certificate Management on page 484
Removing a certificate
Procedure 1. On the Communication Manager SMI interface, click Administration > Server (Maintenance). 2. In the Security section, click Trusted Certificates. 3. Select a certificate entry and click Remove.
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Generating a CSR
4. Select the appropriate repositories from which you want to remove the certificate. 5. Click Remove. Related links Certificate Management on page 484
Copying a certificate
Procedure 1. On the Communication Manager SMI interface, click Administration > Server (Maintenance). 2. In the Security section, click Trusted Certificates. 3. Select a certificate entry and click Copy. 4. Select the appropriate repositories in which you want to install the selected certificate. 5. Click Copy to install the selected certificate in the selected repositories. For each repository where the certificate is installed, the system overwrites or creates the server.crt and server.key files.
Related links Certificate Management on page 484
Generating a CSR
Procedure 1. On the Communication Manager SMI interface, click Administration > Server (Maintenance). 2. In the Security section, click Certificate Signing Request. 3. Enter the appropriate details in the fields. 4. Click Generate.
Related links Certificate Management on page 484 Certificate Signing Request field descriptions on page 492
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Certificate Management
Certificate Signing Request field descriptions
Name Country Name State or Province Name
Locality Name Organization Name Organization Unit Common Name
Signing Request Hashing Algorithm RSA Key Size
This is a CA certificate
Description
Enter a two-letter code to represent the country.
Enter the name of the state or province where Communication Manager is located.
Enter the name of the city.
Enter the name of organization applying for the certificate.
Enter the name of the organization unit applying for the certificate.
Enter the name to identify Communication Manager or the specific service on Communication Manager that you are applying certificate for.
Select one of the following: SHA-1, SHA-256 and SHA-512. It is recommended to select SHA-256 for higher security.
Select 1024 or 2048 key length. It is recommended to use 2048 for the RSA key length for higher security.
Specify whether the certificate is a CA certificate. The system displays this field only on the main server. The main server may act as a sub-CA to sign certificate signing request from LSP or ESS servers. This type of CA certificate can only be installed in Communication Manager. Select Yes in this case. But LSP and ESS servers can request signed certificate from CA separately. Select No in this case, and your main CM server won't be the sub-CA.
Related links Generating a CSR on page 491
Generating a CSR when third-party signed certificate is unavailable
If you do not have a third-party signed certificate, then you can have the CSR certificate signed from the System Manager.
In case of direct SIP trunks, if you are making a direct trunk between 2 Communication Managers having different System Managers, then the System Manager pem files should be exchanged in order to have the link working. For example, if you have a Communication Manager 7.0 and Communication Manager 7.1 with SIP direct link, then you need to have System Manager 7.0 pem file on Communication Manager 7.1, and Communication Manager 7.1 pem file on System Manager 7.0.
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Generating a CSR when third-party signed certificate is unavailable
Note: If you are using a duplex server, you must first install the certificate on a standby server and perform a reset system 4. Later, you must interchange the server and apply the certificate on the new standby server and perform a reset system 4. You must install the certificate on Enterprise Survivable Server (ESS) and Local Survivable Processor (LSP) separately. Procedure 1. On the Communication Manager SMI, click Administration > Server (Maintenance). 2. In the Security section, click Certificate Signing Request. 3. Enter the appropriate details in the fields.
For more information, see the "Certificate Signing Request field descriptions" section. 4. Click Generate Request. 5. Copy the content between "BEGIN CERTIFICATE REQUEST" and "END CERTIFICATE
REQUEST", and click Continue. 6. Log on to System Manager web interface, and navigate to Security > Certificates >
Authority. 7. Click RA Functions > Add End Entity, and enter the required details.
For more information, see the "Creating an end entitiy" section in Administering Avaya Aura® System Manager. 8. In the left navigation pane, click Public Web. 9. In the new window, click Create Certificate from CSR. 10. In the Certificate enrollment from a CSR page, enter the user name and password that you created in Step 7. 11. Paste the CSR content that you copied in Step 5. 12. To generate and download the certificate on to your local machine, click OK. 13. Go to Communication Manager SMI, and download the certificate from your local machine. 14. In the Security section, click Server/Application Certificates. 15. Click Add, and copy the certificate which was downloaded. 16. Click Open, and check Communication Manager. 17. Click Add. 18. For the certificate to take effect, perform reset system 4 on Communication Manager. Related links Certificate Management on page 484
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Chapter 33: Resources
Communication Manager documentation
The following table lists the documents related to Communication Manager. Download the documents from the Avaya Support website at http://support.avaya.com.
Title
Description
Design
Avaya Aura® Communication
Provides an overview of the features of
Manager Overview and Specification Communication Manager
Avaya Aura® Communication Manager Security Design
Describes security-related issues and security features of Communication Manager.
Avaya Aura® Communication Manager System Capacities Table
Describes the system capacities for Avaya Aura® Communication Manager.
LED Descriptions for Avaya Aura® Communication Manager Hardware Components
Describes the LED for hardware components of Avaya Aura®
Communication Manager.
Avaya Aura® Communication Manager Hardware Description and Reference
Describes the hardware requirements for Avaya Aura® Communication Manager.
Avaya Aura® Communication Manager Survivability Options
Describes the system survivability options for Avaya Aura® Communication Manager.
Avaya Aura® Core Solution Description
Provides a high level description for the solution.
Maintenance and Troubleshooting
Avaya Aura® Communication Manager Reports
Describes the reports for Avaya Aura® Communication Manager.
Maintenance Procedures for Avaya Aura® Communication Manager,
Branch Gateways and Servers
Provides procedures to maintain Avaya servers and gateways.
Audience
Sales Engineers, Solution Architects Sales Engineers, Solution Architects
Sales Engineers, Solution Architects Sales Engineers, Solution Architects
Sales Engineers, Solution Architects
Sales Engineers, Solution Architects Sales Engineers, Solution Architects
Sales Engineers, Solution Architects, Implementation Engineers, Support Personnel Sales Engineers, Solution Architects, Implementation Engineers, Support Personnel
Table continues...
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Communication Manager documentation
Title Maintenance Commands for Avaya Aura® Communication Manager, Branch Gateways and Servers
Avaya Aura® Communication Manager Alarms, Events, and Logs Reference
Administration Administering Avaya Aura® Communication Manager
Administering Network Connectivity on Avaya Aura® Communication Manager
Avaya Aura® Communication Manager SNMP Administration and Reference
Administering Avaya Aura® Communication Manager Server Options
Avaya Aura® Communication Manager Data Privacy Guidelines
Implementation and Upgrading Deploying Avaya Aura® Communication Manager in Virtualized Environment
Deploying Avaya Aura® Communication Manager in Virtual Appliance
Deploying Avaya Aura® Communication Manager in Infrastructure as a Service Environment
Description Provides commands to monitor, test, and maintain Avaya servers and gateways.
Provides procedures to monitor, test, and maintain Avaya servers, and describes the denial events listed on the Events Report form.
Audience
Sales Engineers, Solution Architects, Implementation Engineers, Support Personnel
Sales Engineers, Solution Architects, Implementation Engineers, Support Personnel
Describes the procedures and screens for administering Communication Manager.
Describes the network connectivity for Communication Manager.
Describes SNMP administration for Communication Manager.
Describes server options for Communication Manager.
Describes how to administer Communication Manager to fulfill Data Privacy requirements.
Sales Engineers, Implementation Engineers, Support Personnel
Sales Engineers, Implementation Engineers, Support Personnel
Sales Engineers, Implementation Engineers, Support Personnel
Sales Engineers, Implementation Engineers, Support Personnel
Sales Engineers, Implementation Engineers, Support Personnel
Describes the implementation instructions while deploying Communication Manager on VMware and Kernel-based Virtual Machine (KVM).
Implementation Engineers, Support Personnel, Solution Architects
Describes the implementation instructions while deploying Communication Manager on Appliance Virtualization Platform.
Implementation Engineers, Support Personnel, Solution Architects
Describes the implementation instructions while deploying Communication Manager on Amazon Web Services, Microsoft Azure, Google Cloud Platform.
Implementation Engineers, Support Personnel, Solution Architects
Table continues...
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Resources
Title Deploying Avaya Aura® Communication Manager in Software-Only Environment
Upgrading Avaya Aura® Communication Manager
Understanding Avaya Aura® Communication Manager Feature Description and Implementation Avaya Aura® Communication Manager Screen Reference
Avaya Aura® Communication Manager Special Application Features
Description Describes the implementation instructions while deploying Communication Manager on a software-only environment.
Describes instructions while upgrading Communication Manager.
Audience
Implementation Engineers, Support Personnel, Solution Architects
Implementation Engineers, Support Personnel, Solution Architects
Describes the features that you can administer using Communication Manager.
Describes the screens that you can administer using Communication Manager.
Describes the special features that are requested by specific customers for their specific requirement.
Sales Engineers, Solution Architects, Support Personnel
Sales Engineers, Solution Architects, Support Personnel
Sales Engineers, Solution Architects, Avaya Business Partners, Support Personnel
Finding documents on the Avaya Support website
Procedure
1. Go to https://support.avaya.com.
2. At the top of the screen, type your username and password and click Login.
3. Click Support by Product > Documents.
4. In Enter your Product Here, type the product name and then select the product from the list.
5. In Choose Release, select the appropriate release number.
The Choose Release field is not available if there is only one release for the product.
6. In the Content Type filter, click a document type, or click Select All to see a list of all available documents.
For example, for user guides, click User Guides in the Content Type filter. The list only displays the documents for the selected category.
7. Click Enter.
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Communication Manager documentation
Accessing the port matrix document
Procedure 1. Go to https://support.avaya.com. 2. Log on to the Avaya website with a valid Avaya user ID and password. 3. On the Avaya Support page, click Support by Product > Documents. 4. In Enter Your Product Here, type the product name, and then select the product from the list of suggested product names. 5. In Choose Release, select the required release number. 6. In the Content Type filter, select one or both the following categories: · Application & Technical Notes · Design, Development & System Mgt The list displays the product-specific Port Matrix document. 7. Click Enter.
Avaya Documentation Center navigation
The latest customer documentation for some programs is now available on the Avaya Documentation Center website at https://documentation.avaya.com.
Important: For documents that are not available on Avaya Documentation Center, click More Sites > Support on the top menu to open https://support.avaya.com. Using the Avaya Documentation Center, you can: · Search for content by doing one of the following:
- Click Filters to select a product and then type key words in Search. - From Products & Solutions, select a solution category and product, and then select the
appropriate document from the list. · Sort documents on the search results page. · Click Languages ( ) to change the display language and view localized documents. · Publish a PDF of the current section in a document, the section and its subsections, or the
entire document. · Add content to your collection by using My Docs ( ).
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Resources
Navigate to the Manage Content > My Docs menu, and do any of the following: - Create, rename, and delete a collection. - Add topics from various documents to a collection. - Save a PDF of selected content in a collection and download it to your computer. - Share content in a collection with others through email. - Receive collection that others have shared with you. · Add yourself as a watcher using the Watch icon ( ). Navigate to the Manage Content > Watchlist menu, and do the following: - Enable Include in email notification to receive email alerts. - Unwatch selected content, all content in a document, or all content on the Watch list page. As a watcher, you are notified when content is updated or deleted from a document, or the document is removed from the website. · Share a section on social media platforms, such as Facebook, LinkedIn, and Twitter. · Send feedback on a section and rate the content. Note: Some functionality is only available when you log on to the website. The available functionality depends on the role with which you are logged in.
Training
The following courses are available on the Avaya Learning website at www.avaya-learning.com. After logging into the website, enter the course code or the course title in the Search field and click Go to search for the course.
Course code 20970W 20980W 71200V 72200V 20130V 21450V
Course title Introducing Avaya Device Adapter What's New with Avaya Aura® Release 8.1 Integrating Avaya Aura® Core Components Supporting Avaya Aura® Core Components Administering Avaya Aura® System Manager Release 8.1 Administering Avaya Aura® Communication Manager Release 8.1
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Viewing Avaya Mentor videos
Viewing Avaya Mentor videos
Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya products. About this task Videos are available on the Avaya Support website, listed under the video document type, and on the Avaya-run channel on YouTube.
· To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one of the following: - In Search, type Avaya Mentor Videos, click Clear All and select Video in the Content Type. - In Search, type the product name. On the Search Results page, click Clear All and select Video in the Content Type. The Video content type is displayed only when videos are available for that product. In the right pane, the page displays a list of available videos.
· To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do one of the following: - Enter a key word or key words in the Search Channel to search for a specific product or topic. - Scroll down Playlists, and click a topic name to see the list of videos available for the topic. For example, Contact Centers. Note: Videos are not available for all products.
Support
Go to the Avaya Support website at https://support.avaya.com for the most up-to-date documentation, product notices, and knowledge articles. You can also search for release notes, downloads, and resolutions to issues. Use the online service request system to create a service request. Chat with live agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additional expertise.
Using the Avaya InSite Knowledge Base
The Avaya InSite Knowledge Base is a web-based search engine that provides: · Up-to-date troubleshooting procedures and technical tips
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Resources
· Information about service packs · Access to customer and technical documentation · Information about training and certification programs · Links to other pertinent information If you are an authorized Avaya Partner or a current Avaya customer with a support contract, you can access the Knowledge Base without extra cost. You must have a login account and a valid Sold-To number. Use the Avaya InSite Knowledge Base for any potential solutions to problems. 1. Go to http://www.avaya.com/support. 2. Log on to the Avaya website with a valid Avaya user ID and password.
The system displays the Avaya Support page. 3. Click Support by Product > Product-specific Support. 4. In Enter Product Name, enter the product, and press Enter. 5. Select the product from the list, and select a release. 6. Click the Technical Solutions tab to see articles. 7. Select relevant articles.
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Appendix A: PCN and PSN notifications
PCN and PSN notifications
Avaya issues a product-change notice (PCN) for any software update. For example, a PCN must accompany a service pack or an update that must be applied universally. Avaya issues a productsupport notice (PSN) when there is no update, service pack, or release fix, but the business unit or Avaya Services need to alert Avaya Direct, Business Partners, and customers of a problem or a change in a product. A PSN can also be used to provide a work around for a known problem, steps to recover logs, or steps to recover software. Both these notices alert you to important issues that directly impact Avaya products.
Viewing PCNs and PSNs
About this task To view PCNs and PSNs, perform the following steps: Procedure
1. Go to the Avaya Support website at https://support.avaya.com. If the Avaya Support website displays the login page, enter your SSO login credentials.
2. On the top of the page, click DOCUMENTS. 3. On the Documents page, in the Enter Your Product Here field, type the name of the
product. 4. In the Choose Release field, select the specific release from the drop-down list. 5. Select the appropriate filters as per your search requirement.
For example, if you select Product Support Notices, the system displays only PSNs in the documents list. You can apply multiple filters to search for the required documents.
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PCN and PSN notifications
Signing up for PCNs and PSNs
About this task Manually viewing PCNs and PSNs is helpful, but you can also sign up for receiving notifications of new PCNs and PSNs. Signing up for notifications alerts you to specific issues you must be aware of. These notifications also alert you when new product documentation, new product patches, or new services packs are available. The Avaya Notifications process manages this proactive notification system. To sign up for notifications: Procedure
1. Go to http://support.avaya.com and search for "Avaya Support Web Tips and Troubleshooting: E-Notifications Management". Under the Results section, click Avaya Support Web Tips and Troubleshooting: ENotifications Management.
2. Set up e-notifications. For detailed information, see the How to set up your E-Notifications procedure.
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Index
Numerics
1408/1416 Native Support ................................................. 141 7400A data module ............................................................ 411 7400B+ data module ..........................................................411 7400C High Speed Link .....................................................412 7400D data module ............................................................411 7500 data module ...................................................... 410, 412 8400B data module ............................................................ 411 9404 and 9408 Native support ...........................................143
A
Abbreviated dialing Adding group lists ....................................................... 168 station access to new group list ..................................167
Abbreviated Dialing Lists ........................................... 167, 170 Troubleshooting .......................................................... 169
accessing Communication Manager System Management Interface .......................................................................................66
accessing port matrix .........................................................497 access trunks .....................................................................349 account codes
forcing users to enter ..................................................440 tracking calls ...............................................................440 ACD enhancing ................................................................... 266 Activation ........................................................................... 181 add a Tie or Access trunk group ........................................ 350 add cti-link ..................................................................435, 436 adding encryption passphrase ............................................... 335 remote key server .......................................................337 Session Managers to a cluster ................................... 482 Adding Abbreviated Dialing Lists ....................................... 168 Adding a CO trunk group ................................................... 344 adding a DID trunk group example .................................... 346 Adding an Access trunk group ...........................................350 Adding a new area code or prefix ...................................... 282 adding a PCOL trunk group ............................................... 348 Adding a Softphone in Road Warrior ................................. 128 Adding a softphone in telecommuter mode ....................... 130 Adding a Tie .......................................................................350 adding a Tie or Access trunk group example .....................350 Adding fax modem .............................................................125 Adding feature buttons .......................................................145 Adding IP Softphones ........................................................ 128 AddingIPTelephone ............................................................132 Adding multiple call center agents ..................................... 115 Adding Remote Office to Avaya Communication Manager 135 Adding telephones to Remote Office ................................. 139 Addition of an identity certificate
Addition of an identity certificate (continued) adding .........................................................................485
add subscribers Messaging field descriptions ...................................... 466
adj-ip .......................................................................... 435, 436 adjuncts
AESVCS ..................................................................... 105 CDR ............................................................................105 CMS ............................................................................105 with Processor Ethernet ............................................. 105 Adjunct-Switch Applications Interface, see CallVisor AdjunctSwitch Applications Interface (ASAI) ................................. 434 Administered Connections .........................................412, 417 access endpoints ........................................................413 autorestoration and fast retry ......................................415 change administered-connection ................................415 display status-administered connection ......................414 typical applications ..................................................... 414 administered connections (AC) administering .............................................................. 416 detailed description .....................................................413 administering ............................................................... 62, 277 media server ...............................................................377 members on a trunk group ......................................... 483 Administering Unicode Display ..........................................................200 administering Alphanumeric Dialing .................................. 404 administering an intercom group ....................................... 393 administering Answer Detection example ..........................361 Administering a PC interface ............................................. 422 Administering Auto Answer ICOM example .......................393 administering Charge Advice for QSIG ..............................443 Administering Clock Synchronization over IP ...................... 30 Administering Combined Modem Poolings ........................419 administering Data Call Setup for data-terminal dialing .....398 administering Data Call Setup for telephone dialing ..........398 Administering Data Hotline ................................................ 405 administering Data-Only Off-Premises Extensions ............409 administering data privacy ................................................. 405 administering Data Restriction ...........................................408 Administering Dial Plan Transparency .................................44 administering Forced Entry of Account Codes example ....441 administering intercom feature buttons example ............... 392 administering LDAP Directory application ......................... 472 Administering Road Warrior ...............................................129 Administering Survivable CDR main server .................................................................449 Administering Voice or Network Statistics ........................... 91 Administer location per station ...........................................144 preparing administration steps ................................... 144 prerequisites ............................................................... 144 setting up location number on Station screen ............ 144 administrable Alternate Gatekeeper List ..............................74
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Index
administrable Alternate Gatekeeper List (AGL) administration procedures ............................................ 82 troubleshooting scenarios .............................................83 verify AGL settings for stations .....................................83
Administrable Alternate Gatekeeper List for IP Phones alternate gatekeeper lists ............................................. 76 considerations .............................................................. 81 interactions ................................................................... 81 load balancing of IP telephones during registration ......75 pool C-LANS despite network region connectivity issues example ........................................................................ 79 prevent unwanted C-LANS in the AGL example .......... 76
advanced call coverage calls redirected to external numbers ...........................212 calls redirected to off-site location ...............................211 coverage answer groups ............................................ 214 time-of-day coverage ..................................................213
Advice of Charge (AOC) .................................................... 441 AESVCS, with Processor Ethernet .................................... 105 AGL ................................................................................74, 81 AGL applications ..................................................................76 AGL related documents ....................................................... 84 Alerting Tone for Outgoing Trunk Calls .............................. 291
setting the outgoing trunk alerting timer ..................... 291 setting the trunk alerting tone interval .........................291 Alphanumeric Dial administering ....................................... 404 alphanumeric dialing ..........................................................404 Alphanumeric Dialing considerations .................................404 Alternate Gatekeeper List (AGL) ......................................... 75 Alternate Gatekeeper Lists .................................................. 82 Analog modems .................................................................403 ANI Calling Party Information Displaying ................................................................... 198 announcement data module .............................................. 410 announcements overview ..................................................................... 381 using the VAL or Gateway v VAL ................................381 answerback paging ............................................................391 answer detection, administering ........................................ 361 Answer Detection administering ........................................ 361 Answer Supervision ........................................................... 292 Application Enablement Services (AESVCS), with Processor Ethernet ............................................................................. 105 ARS Analysis ..................................................................... 271 ARS FAC ........................................................................... 270 ASAI ...........................................................................435, 436 ASAI, see CallVisor Adjunct-Switch Applications (ASAI) Interface .............................................................................434 ASAI Capabilities ............................................................... 435 ASAI configuration example .............................................. 434 asai-ip ........................................................................ 435, 436 assigning MCA bridge to station ................................................. 451 assigning coverage for telecommuting example ................300 associating PSA example .................................................. 306 asynchronous data module ................................................412 Attendant console
Attendant console (continued) Adding ........................................................................ 188 Feature buttons .......................................................... 189 providing backup ........................................................ 196
Attendant Console 302A/B Console ..................................................185187 removing .....................................................................195
Attendant Consoles ........................................................... 183 Authorizatio Codes setting up ............................................321 authorization codes
setting up .................................................................... 320 Authorization Codes .......................................................... 322 Auto Answer ICOM administering ......................................393 automatic ........................................................................... 268 automatic alternate routing ................................................ 268 automatic answer intercom calls ........................................393 Automatic callback if an extension is busy .......................... 56 Automatic Customer Telephone Rearrangement ............... 119 Automatic hold ..................................................................... 57 automatic route selection ...................................................268 Avaya Aura® application
browsers ....................................................................... 23 Avaya Aura Media Server .......................................... 374, 375 Avaya courses ................................................................... 498 Avaya S8300E server .......................................................... 25 Avaya servers ...................................................................... 62
administering ................................................................ 62 administration ............................................................... 64 Avaya support website .......................................................499 AVP Utilities ......................................................................... 25
B
basic call coverage creating coverage paths ............................................. 209 system-side call coverage .......................................... 208
basic security requirements ............................................... 310 best practices for service observing .................................. 396 billing information, collecting ..............................................437 branch ................................................................................103 branch gateways ................................................................103 Bridged Call Appearance ...................................................172 Bridged Call Appearances ......................................... 170, 171 browser requirements .......................................................... 65 browsers
Avaya Aura® application ...............................................23 bulletin board ....................................................................... 33 busy verification ................................................................. 320 busy verify feature for toll fraud ......................................... 320 busy verify for toll fraud detection ...................................... 320 buttons
telephone feature buttons table .................................. 148
C
CAC sharing ........................................................................ 93 call ............................................................................... 86, 268
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Index
call charge information administering Advise of Charge ..................................442 administering Periodic Pulse Metering (PPM) ............ 443 collecting information about calls ................................437 Periodic Pulse Metering (PPM) .................................. 441 receiving ..................................................................... 441 viewing ........................................................................444
Call Detail Recording administering survivable CDR .................................... 448 administering survivable CDR for a Survivable Remote or Survivable Core Server .......................................... 450 creating a new CDR user account ..............................448 file naming conventions for survivable CDR ...............446 files for survivable CDR .............................................. 446 survivable CDR detailed description ...........................445 survivable CDR file access .........................................447 survivable CDR file removal ....................................... 447
call detail recording (CDR) collecting information about calls ................................437 establishing .................................................................438 forced entry of account codes (FEAC) ....................... 440 intraswitch CDR ..........................................................439 Intra-switch CDR ........................................................ 437 PCOL trunks ............................................................... 349 with Processor Ethernet ............................................. 105
call forwarding change coverage remotely ......................................... 218 changing forwarding destination remotely .................. 217 determining extensions ...............................................215 enhanced call forwarding ............................................219 forwarding destination ................................................ 217 setting call forwarding .................................................216 setting up .................................................................... 298
call forwarding changing .................................................... 308 Call Forwarding Interactions .............................................. 299 Call Pickup
adding pickup groups ................................................. 237 alerting ........................................................................235 Assigning button ......................................................... 238 assigning feature access code ................................... 239 changing call pickup button ........................................ 242 deleting pickup groups ........................................239, 240 enabling alerting ......................................................... 238 flexible to simple ......................................................... 248 removing call pickup button ........................................ 242 removing user .............................................................239 setting ......................................................................... 237 user telephone ............................................................238 call privileges management ............................................... 268 call processing ..................................................................... 86 Call Processing ..................................................................120 call routing ......................................................................... 277 Call routing modification .................................................... 282 calls data setup ...................................................................397 observing .................................................................... 394 recording .....................................................................439
calls (continued) tracking ....................................................................... 440
call type digit ...................................................................... 277 Call Type Digit Analysis ..................................................... 278 CallVisor Adjunct-Switch Applications Interface (ASAI) .....434
description .................................................................. 434 setting up .................................................................... 436 certificate copying ....................................................................... 491 displaying ............................................................485, 489 removing .....................................................................490 certificate management ..................................................... 484 Certificate Signing Request ............................................... 492 Change CORs ..................................................................... 58 change history ..................................................................... 22 changing Communication Manger IP address ............................. 35 encryption passphrase ............................................... 336 changing a coverage option example ................................ 307 changing call forwarding example ..................................... 308 Changing from dual-connect to single-connect IP telephones ............................................................................................ 132 changing telecommuting settings ...................................... 306 changing your personal station security codes example ... 308 Channel Type identification over ASAI ................................ 94 charge advice for QSIG trunks administration ................... 442 checking system security ...................................................315 chime paging assigning chime codes ............................................... 388 setting up .................................................................... 386 Chime Paging Over Loudspeakers ............................387, 388 Chime Paging Over Loudspeakers-setting up ................... 387 Chime Paging Over Loudspeakers troubleshooting .......... 388 Class of Restriction assigning .................................................................... 250 CMS survivable ................................................................... 105 with Processor Ethernet ............................................. 105 collection delete ..........................................................................497 edit name ....................................................................497 generating PDF .......................................................... 497 sharing content ........................................................... 497 command line interface (CLI) accessing ......................................................................87 command line interface administration ................................ 63 commands, see commands under individual feature names ............................................................................................ 414 command sequence for personal security codes -- interrupting .........................................................................309 commands to administer gateways ..................................... 89 command syntax changes for media modules .................... 86 Communication Manager ...................................................374 administering .............................................................. 375 Communication Manager commands to administer gateways .............................................................................................. 89 Communication Manager objects ...................................... 459
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Index
Communication Manager server separation ........................39 configure 46xx and 96xx telephones using the WMLHOME property ..............................................................................473 configuring ........................................................................... 32
log retention period .....................................................325 syslog server .............................................................. 324 configuring Administrable Alternate Gatekeeper Lists .........82 configuring a DS1 circuit pack example .............................353 configuring telecommuting example .................................. 294 Configuring the IP synchronization for the network region .. 32 Configuring the synchronization reference for the BRI trunk board ....................................................................................31 Configuring the synchronization reference for the gateway .30 configuring the telephones .................................................453 Configuring your system .................................................... 180 considerations for Alphanumeric Dialing ........................... 404 considerations for ASAI ..................................................... 435 Considerations for Data Call Setup ................................... 403 Considerations for Data Privacy ........................................ 406 considerations for Modem Pooling .................................... 419 Considerations for Personal Computer Interface ...............422 Console Parameters setting ......................................................................... 194 content publishing PDF output ................................................ 497 searching .................................................................... 497 sharing ........................................................................497 sort by last updated .................................................... 497 watching for updates .................................................. 497 Controlling Calls Users Can Make and Receive ..................57 CO trunks ...........................................................................343 Coverage of Calls Redirected Off Net (CCRON) ............... 292 coverage option changing ..................................................307 coverage options, assigning .............................................. 300 Creating a New Time of Day Routing Plan ........................ 288 creating a Station Security Code example .........................297 CTI link .......................................................................435, 436
D
data calls characters used .......................................................... 399 overview ..................................................................... 397 setup ...........................................................................397
Data Call Setup Administration ..........................................398 Data Call Setup for data-terminal dialing ........................... 398 Data Call Setup for telephone dialing ................................ 398 Data Call Setup interactions .............................................. 403 Data Call Setup port assignments ..................................... 398 data connection types ........................................................397 data encryption .................................................................. 335
overview ..................................................................... 333 password policy .......................................................... 335 remote key server .......................................................334 DataHotline ........................................................................ 404 Data Hotline administering .................................................405 Data Hotline interactions ....................................................405
data line data module ........................................................ 410 data modules
7400A ..........................................................................411 7400B+ ....................................................................... 411 7400C High Speed Link ..............................................412 7400D ......................................................................... 411 7500 ....................................................................410, 412 8400B ..........................................................................411 announcement ............................................................410 asynchronous ............................................................. 412 BRI ..............................................................................410 data line ...................................................................... 410 data-terminal dialing ................................................... 400 DCP
telephone dialing ................................................. 401 detailed description ..................................................... 411 Ethernet ...................................................................... 410 ISDN-BRI ....................................................................402 PPP ............................................................................ 410 processor/trunk ...........................................................410 types ........................................................................... 410 data-only off-premises extensions ..................................... 409 Data-Only Off-Premises Extensions .................................. 409 Data-Only Off-Premises Extensions administering ............409 data privacy, administering ................................................ 405 data privacy administration ................................................ 405 Data Privacy considerations .............................................. 406 Data Privacy interactions ................................................... 406 data restriction ................................................................... 407 data restriction, administering ............................................408 Data Restriction interactions ..............................................408 data terminal (keyboard) dialing alphanumeric .............................................................. 404 default dialing ............................................................. 407 ISDN-BRI data modules ............................................. 402 daylight saving rules ...................................................... 28, 29 Daylight Saving Rules ..........................................................29 DCP and ISDN-BRI module call-progress messages ........399 DCP data modules .............................................................400 Deactivate Night Service ................................................... 233 Deactivation ....................................................................... 182 default dialing .....................................................................407 Defining options for calling party identification ...................181 delete subscribers ................................................................. 464 Deleting messages .............................................................. 34 DellTM PowerEdge ................................................................ 62 detailed description of Wideband Switching ...................... 423 Detail Screen settings ........................................................456 dialing alphanumeric .............................................................. 404 default .........................................................................407 DID trunks ..........................................................................345 digital trunks .......................................................................351 digits absorbing ....................................................................359 inserting .............................................................. 358, 359
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Index
DIOD trunks ....................................................................... 351 Directed Call Pickup .......................................................... 248
assigning button ......................................................... 250 assigning feature access code ................................... 251 removing .....................................................................251 Directed Call PIckup creating classes of restriction ..................................... 249 ensuring availability .................................................... 249 Directory Application ..........................................................452 configuring .................................................................. 452 External Numbers .......................................................457 General Settings .........................................................453 Translation Language ................................................. 456 Directory Application Administration .................................. 452 Directory Buttons Setting ........................................................................ 206 disabling local key store .............................................................339 Disabling firmware downloads ........................................... 141 Disabling SFTP sessions on the C-LAN or VAL circuit packs .............................................................................................. 88 Disabling synchronization .................................................... 32 display administration ........................................................ 198 displaying slots assignment and remote key server .................... 338 Displaying ANI calling party ......................................................... 198 ICLID Information ....................................................... 199 Displaying daylight saving time rules ...................................29 Displaying firmware download status ................................ 140 displaying messages ........................................................... 33 display labels ......................................................................111 Display Language Changes ...............................................199 displays administering for QSIG trunks .................................... 366 for QSIG trunks ...........................................................366 Displays Troubleshooting .......................................................... 206 dissociating PSA example ................................................. 307 Distinctive ringing .................................................................57 documentation Communication Manager ........................................... 494 documentation center ........................................................ 497 finding content ............................................................ 497 navigation ................................................................... 497 documentation portal ......................................................... 497 finding content ............................................................ 497 navigation ................................................................... 497 Downloading firmware to multiple stations ........................ 139 DS1 trunk service enhanced administration ............................................ 354 recommended T1 settings .......................................... 354 screen and field guidelines ......................................... 355 setting up .................................................................... 351 DSI circuit pack configuring ............................................... 353 dual registered extension ................................................... 114 duplicate telephones .......................................................... 114
duplication ..........................................................................100 duplication parameters ...................................................... 100
E
EASG ...................................................................................26 EMU ...........................................................................179182 enabling
local key store .............................................................339 system wide ..................................................................46 telnet service ................................................................ 64 Enabling ...............................................................................25 enabling and disabling SSH or SFTP sessions on the C-LAN or VAL circuit packs ............................................................. 87 Enabling Enhanced SIP Signaling feature .........................368 Enabling extended text fields for feature buttons ...............146 Enabling the synchronization ...............................................31 Enabling transmission over IP ........................................... 126 encryptionLocalKey ........................................................... 339 encryptionPassphrase ....................................................... 335 encryptionRemoteKey ....................................................... 337 endpoints ........................................................................... 460 enhanced ........................................................................... 172 Enhanced Access Security Gateway ...........................26, 319 enhanced call forwarding activating from an off-network telephone ....................223 activating from telephone with console parameters ... 225 activating using feature access code ..........................220 activating using feature button ....................................220 deactivating from an off-network telephone ................224 deactivating from telephone with console parameters .....................................................................................226 deactivating using feature access code ......................221 deactivating using feature button ................................221 displaying status using feature access code .............. 223 displaying status using feature button ........................ 223 reactivating using feature access code ...................... 222 reactivating using feature button ................................ 222 Enhanced Call Transfer (ECT) ...........................................311 enhanced security logging ................................................. 324 Enterprise Mobility ............................................................. 178 error resistant download through https ................................ 67 Establishing Daylight Saving Rules ..................................... 29 eth0 ......................................................................................99 Ethernet data module ........................................................ 410 Ethernet port ........................................................................ 99 Examples Of Digit Conversion ...........................................272 Extended pickup group assigning pickup groups ............................................. 244 associating individual pickup groups .......................... 246 creating .......................................................................243 creating flexible groups ...............................................246 Extended Pickup Group changing groups ......................................................... 248 extender passwords, assigning ......................................... 297 extensions, data-only .........................................................409 Extension to Cellular ..........................................................173
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Index
Extension to Cellular Setup Table ......................................173 External Numbers
adding external number ..............................................457 deleting external number ............................................ 458 editing external number .............................................. 458
F
fax enabling transmission over IP networks ....................... 88
Fax Adding ........................................................................ 125 Enabling transmission over IP networks .....................126
feature buttons table .......................................................... 148 filtering subscribers
using filters; subscribers ............................................. 465 finding content on documentation center ...........................497 finding port matrix .............................................................. 497 Fixing Problems in Terminal Self-Administration ............... 178 Flexible Extended Pickup Group
assigning pickup groups ............................................. 247 Flexible Extended Pickup Groups ......................................245 following a process when working with trunk groups .........341 Forced Entry of Account Codes administering .................. 441 fraud
system security ...........................................................312 FX trunk group ................................................................... 344 FX trunks ........................................................................... 343
G
Gateway serviceability commands ...................................... 91 Gateway Virtual Val ............................................................381 General Administration ...................................................... 453 General Settings
Detail Screen settings .................................................456 General Administration ............................................... 453 LDAP Administration .................................................. 454 LDAP Filter Settings ................................................... 456 Search Screen settings .............................................. 455 Generating a CSR CSR ............................................................................ 491 when signed certificate is unavailable ........................ 492 glare, prevention ................................................................ 431 group communications .......................................................384 automatic answer intercom calls ................................ 393 chime paging over loudspeakers ................................386 paging over speakerphones ....................................... 389 voice paging over loudspeakers ................................. 384 whisper paging ........................................................... 390
H
H0 channels .......................................................................430 H11 channels ..................................................................... 429 hardware requirements ISDN trunk groups ....................... 362
Hayes command set .......................................................... 411 home equipment, installing ................................................ 301 Hunt Groups
adding announcements .............................................. 255 changing group ...........................................................253 dynamic hunt group .................................................... 253 setting ......................................................................... 252 setting queue .............................................................. 254 TTY callers ................................................................. 254
I
ICLID Information Displaying ................................................................... 199
Identify Certificates ............................................................ 485 identity certificate
adding for duplex server ............................................. 487 adding for simplex server ........................................... 486 copying ....................................................................... 488 removing .....................................................................488 Improved port network recovery from control network outages .............................................................................................. 84 improved survivability administration ................................... 86 Incoming Calls ACD
automatic call distribution .................................... 266 advanced call coverage .............................................. 211 assigning terminating extension group ....................... 266 basic call coverage ..................................................... 208 call forwarding ............................................................ 214 call pickup ...................................................................234 hunt groups .................................................................252 night service ............................................................... 226 Vectors
VDNs ................................................................... 256 Increasing Text Fields for Feature Buttons ........................ 146 InSite Knowledge Base ......................................................499 Installing
phone message files ...................................................201 installing home equipment example .................................. 302 interactions for Administered Connections ........................ 417 interactions for ASAI .......................................................... 435 interactions for Call Forwarding ......................................... 299 interactions for Data Call Setup ......................................... 403 interactions for Data Hotline .............................................. 405 interactions for Data-Only Off-Premises Extensions ..........409 interactions for Data Privacy ..............................................406 interactions for Data Restriction .........................................408 intercom
automatic answer calls ............................................... 393 using telephone as ..................................................... 391 intercom feature buttons .................................................... 392 intercom group example .................................................... 393 Interconnect and Group Type entries for enhanced DS1 administration .................................................................... 355 Inter-exchange carrier calls ............................................... 275
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Index
interrupting the command sequence for personal security codes ................................................................................. 309 Intra-switch CDR ................................................................437 intra-switch CDR example ................................................. 439 inventory management
overview ..................................................................... 462 IP DECT .............................................................................474
assigning the codec ....................................................475 configuring the network region ................................... 476 configuring the signaling group ...................................477 configuring the station ................................................ 478 configuring the trunk group .........................................476 enabling multiple locations for IP DECT ..................... 474 verifying system capacities .........................................474 IP forwarding ........................................................................25 IP Network Maps viewing .................................................... 83 IP Softphones .................................................................... 127 IP synchronization ............................................................... 32 IP telephones Changing from dual-connect to single-connect .......... 132 Setting up emergency calls ........................................ 134 IP Telephones .................................................................... 131 ISDN collecting call charge information ............................... 442 ISDN-BRI data modules ............................................. 402 ISDN-BRI telephone dialing ...............................................402 ISDN trunk group hardware requirements ......................... 362 ISDN trunk groups, administering ......................................362 issue of the day ..............................................................26, 27
L
LDAP Administration ..........................................................454 LDAP connection settings ..................................................452 LDAP database ..................................................................452 LDAP Directory Application
administering .............................................................. 472 configuring .................................................................. 472 LDAP Filter Settings .......................................................... 456 LDAP overview .................................................................. 472 Limitations ..........................................................................170 Listed Directory Number (LDN), administering .................. 359 listing slots assignment and encryption passphrase .............336 slots assignment and remote key server .................... 338 slots assignment and remote server ...........................336 load balancing ....................................................................106 Local Information Calls ...................................................... 277 login ....................................................................... 26, 87, 305 login messages ....................................................................26 logins ................................................................................... 28 Log off the system ................................................................28 log retention period configuring .................................................................. 325 Loudspeaker Paging troubleshooting ........................................................... 385
M
mailbox administration subscriber management ............................................. 463
Managing Data Calls administering default dialing ....................................... 407
Managing split registration Alternate ways .............................................................. 69
Managing Trunks helpful tips for setting common trunk group fields ...... 343 ITC, bit rate, and line coding values for enhanced DS1 administration ............................................................. 355
media gateways G430 ...........................................................................373 G450 ...........................................................................373 managing ....................................................................373
Media Server ..................................................................... 376 Avaya Aura Media Server ...........................................379
Merging extension with TTI ................................................121 message of the day ............................................................. 27 Messaging field descriptions
add subscriber ............................................................ 466 MIME ................................................................................... 94 Modem
Adding ........................................................................ 125 Enabling transmission over IP networks .....................126 modem pooling administering .............................................................. 419 overview ..................................................................... 418 Modem Pooling ..................................................................419 modems enabling transmission over IP networks ....................... 88 Moving telephones ............................................................. 119 Moving Telephones ............................................................120 Multimedia Complex .......................................................... 404 Multiple Locations .............................................................. 278 My Docs .............................................................................497
N
native support J100 Series IP phones ............................................... 142 J100 Series SIP phones ............................................. 142
native support for 96x1 H.323 and SIP deskphones ......... 142 network ................................................................................ 85 Network Configuration ......................................................... 99 network design notes for split registration prevention feature .............................................................................................. 72 Network preemption .............................................................93 network recovery ................................................................. 85 network region state ............................................................ 71 network region type description ........................................... 73 Night Service
external alerting .......................................................... 231 LDN calls .................................................................... 232 setting external alerting .............................................. 231 setting hunt groups ..................................................... 233
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Index
Night Service (continued) setting night console service ...................................... 228 setting night station service ........................................ 229 setting trunk answer ................................................... 230 setting trunk group ......................................................232 setting up service to voice mail ...................................227
No-cadence call classification modes and End OCM timer ............................................................................................ 290 No-cadence call classification modes and End OCM timer:setting up announcement extension ......................... 290 No-cadence call classification modes and End OCM timer:setting up End OCM timer ........................................ 290 No-cadence call classification modes and End OCM timer:setting up no-cadence call classification modes .......290 N x DS0 channels .............................................................. 430
O
observing calls ................................................................... 394 off-premises extensions, .................................................... 409 operator assisted calls ....................................................... 274 out of band management .....................................................25
P
paging chime paging .............................................................. 386 over speakerphone .....................................................389 users who are on active calls ..................................... 390 voice paging over loudspeakers ................................. 384 whisper paging ........................................................... 390
passwords encryption ................................................................... 311 extender ......................................................................297
PCN notification ................................................................. 501 PCOL trunks ...................................................................... 347 PE .......................................................................... 96, 99, 103 pe configuration using smi ................................................... 97 PE Interface acceptance test .............................................101 pe interface configuration .................................................... 97 peparing to set up Service Observing ................................394 performing backups ............................................................. 35 Periodic Pulse Metering (PPM) ..................................441, 443 Personal Computer Interface .............................................419 Personal Computer Interface security ............................... 422 personal staion security code -- command sequence interrupting .........................................................................309 Personal Station Access (PSA)
hot desking interaction with PSA ................................ 331 setting up .................................................................... 294 telecommuting ............................................................ 292 Personal Station Access setting up ................................... 295 Phone message file loads Checking the status .................................................... 202 Phone message files obtaining and installing ............................................... 201 Pickup Group
Pickup Group (continued) deleting pickup groups ................................................241 getting list of extended groups ............................239, 241 removing from extended pickup group ............... 240, 241
Pickup Numbers ................................................................ 244 PIDF-LO ...............................................................................94 placing calls from PSA- dissociated stations ..................... 296 Point-to-Point Protocol data module .................................. 410 port matrix ..........................................................................497 port network (PN) preferential trunk routing .......................428 posting a message ...............................................................34 PPM, see Periodic Pulse Metering (PPM) ......................... 443 PPP
data module ................................................................410 preparing to add
CO trunk group ........................................................... 344 FX trunk group ............................................................344 WATS trunk group ...................................................... 344 preparing to add a DID trunk group ................................... 346 preparing to add a digital trunk .......................................... 352 preparing to add a PCOL trunk group ................................347 preparing to add a Tie or Access trunk group ....................350 Preparing to administer Alternate Gatekeeper Lists ............ 82 preparing to administer Answer Detection .........................361 preparing to administer Forced Entry of Account Codes ... 440 preparing to administer public network call-charge information ............................................................................................ 442 preparing to configure telecommuting ............................... 293 preparing to install home equipment ..................................301 preparing to set up ASAI ....................................................436 preparing to setup Authorization Codes ............................ 321 preparing to set up Chime Paging Over Loudspeakers .....387 preparing to set up Personal Station Access .....................295 preparing to setup Remote Access ....................................304 preparing to set up speakerphone paging ......................... 389 preparing to set up Station Lock ........................................ 327 Preparing to set up Voice Paging Over Loudspeakers ...... 384 preparing to set up Whisper Paging .................................. 390 preparing to use busy verify for toll fraud detection ........... 320 processor/trunk data module (P/TDM) ...............................410 processor ethernet ...............................................................96 Processor Ethernet ...................................................... 99, 103 Processor Ethernet (PE) administering in Communication Manager ................. 104 AESVCS ..................................................................... 105 call detail recording .....................................................105 defining network port usage ......................................... 98 load balancing ............................................................ 106 setting Alternate Gatekeeper List (AGL) priorities ........ 75 processor ethernet setup ..................................................... 95 profile ................................................................................. 319 PSN notification ................................................................. 501 Purpose ............................................................................... 21
Q
QSIG and SIP signaling and trunk groups administration . 367
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Index
QSIG over SIP ................................................................... 366 adding trunk group members to the QSIG trunk group .....................................................................................370 adding trunk group members to the SIP trunk group ..370 administration ............................................................. 367 changing the QSIG and SIP signaling groups for Q-SIP .....................................................................................368 changing the QSIG and SIP trunk groups for Q-SIP .. 369 changing the QSIG signaling group ............................368 changing the QSIG trunk group ..................................369 changing the SIP signaling group ...............................369 changing the SIP trunk group ..................................... 370 disabling Q-SIP for the QSIG signaling group ............ 371 disabling Q-SIP for the QSIG trunk group .................. 372 disabling Q-SIP for the SIP signaling group ............... 372 disabling Q-SIP for the SIP trunk group ..................... 372 preparing administration steps ................................... 366 routing of QSIG over SIP ............................................371 verifying a Q-SIP test connection ............................... 371
QSIG trunks administering displays ................................................ 205
quality of Service Monitoring screens .................................. 90
R
Receiving Notification in an Emergency .............................. 53 recommended T1 and E1 settings .....................................354 records keeping for trunk groups ....................................... 342 recovery rules
recovery to the main server .......................................... 70 related Documents for AGL ................................................. 84 related information for Authorization Codes ...................... 322 remote ..................................................................................24 remote access
disabling ..................................................................... 330 disabling permanently .................................................305 enabling ...................................................................... 330 setting up ............................................................ 303, 304 Remote Access -- set up .................................................. 304 remote administration .......................................................... 24 remote login ................................................................. 87, 305 Remote Office .................................................................... 135 removing encryption passphrase ............................................... 337 media server ...............................................................379 remote key server .......................................................338 Removing telephones ........................................................ 124 requirements for administering call accounting ................. 437 resetting a trunk group .......................................................357 Restricting area codes and prefixes .................................. 275 Restricting customization of feature button types .............. 147 Road Warrior mode ............................................................129 adding .........................................................................128 Road Warrior Mode ............................................................128 routing ................................................................268, 269, 271 routing outgoing calls .................................................269271 Routing Outgoing Calls ..............274, 275, 277, 278, 280, 282
Routing Outgoing Calls (continued) ARS Partitions ............................................................ 285 Assigning a telephone ................................................ 286 Overriding call restrictions .......................................... 284 Remote user by Network region ................................. 289 restrict outgoing calls ..................................................283
Routing with multiple locations .......................................... 280 Rresetting a trunk member ................................................ 358
S
S8300E ................................................................................ 62 SAT, see System Access Terminal (SAT) ............................ 86 SAT session ......................................................................... 65 save translations ..................................................................35 screens used to administer ISDN trunk groups ................. 363 Script tags and abbreviations ............................................ 203 searching for content ......................................................... 497 Search Screen settings ......................................................455 security ........................................................................ 86, 310
disabling remote access ............................................. 330 enabling remote access ..............................................330 enforcement ................................................................314 enhanced call transfers (ECT) .................................... 311 logins .......................................................................... 312 passwords ...................................................................311 physical ....................................................................... 311 preventing toll fraud .................................................... 312 securing trunks ............................................................311 Security Violations Notification (SVN) .........................311 setting up authorization codes ....................................320 Security Violations Notification ...........................................323 Security Violations Notification (SVN) ................................ 311 responses ................................................................... 330 Security Violations Notification setting up .......................... 323 server administration interface .............................................67 Server Administration Interface tasks .................................. 67 servers accessing System Management Interface ....................66 Service Monitoring screens quality ...................................... 90 service observing, setting up ..................................... 394, 395 Service Observing setting up .............................................394 service provider coordination for trunk groups ...................341 Services Port VM ................................................................. 25 Setting directory buttons ......................................................... 206 settings system wide ..................................................................46 Setting the synchronization ..................................................31 Setting Time of Day Clock Synchronization .........................30 setting up network time protocol ................................................... 33 Setting Up .......................................................................... 171 setting up Account Code call tracking example ................. 440 Setting up a signaling group .............................................. 137 Setting up a station to access a new group list ..................167 Setting up a trunk group .................................................... 137
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Index
setting Up Authorization Codes example ...........................321 setting up Call Forwarding for telecommuting example .....298 setting up Chime Paging Over Loudspeakers example .....387 Setting up emergency calls on IP telephones ....................134 Setting Up Extension To Cellular Feature Access Button ..175 setting up intra-switch CDR example .................................439 Setting up IP synchronization .............................................. 32 setting up Personal Station Access example .....................295 setting up Personal Station Access preparation ................ 295 Setting up Remote Office on network regions ................... 138 setting up Security Violations Notification example ........... 323 setting up Service Observing .............................................395 setting up speakerphone paging example ......................... 389 setting up Station Lock with a Station Lock button example ............................................................................................ 327 setting up Station Lock without a Station Lock button example ............................................................................................ 328 Setting Up Terminal Self-Administration ............................ 177 setting up the DS1 board as a sync Source reference ...... 353 Setting Up Voice Paging Over Loudspeakers example ..... 384 setup Authorization Codes .................................................321 sharing content .................................................................. 497 signing up
PCNs and PSNs ......................................................... 502 Simple extended pickup groups .........................................242
creating .......................................................................243 Simple Network Management Protocol, see SNMP ............ 68 SIP trunk optimization ........................................................480 smi pe server configuration ..................................................97 SNMP
administering ................................................................ 68 administration ............................................................... 93 sort documents by last updated .........................................497 Source-based Routing ....................................................... 361 speakerphone, paging over ............................................... 389 speakerphone paging capacities ....................................... 390 Speakerphone paging troubleshooting .............................. 390 Speed dialing ..................................................................... 167 split ...................................................................................... 68 split registration ....................................................................68 split registration prevention ..................................................69 split registration prevention activation ..................................69 split registration prevention feature ......................................72 split registration prevention solution prerequisites and constraints ........................................................................... 73 starting SAT session ..................................................................65 station .................................................................................114 Station access a new group list .............................................. 167 station lock lock ............................................................................. 326 Station Lock ................................................................. 59, 331 hot desking enhancement .......................................... 330 hot desking with station lock restrictions .................... 331 interaction with PSA ................................................... 331 Station Lock administering screens ................................... 329
Station Lock by time of day ..........................................60, 328 Station Lock set up preparation ......................................... 327 Station Lock with a Station Lock button-- setting up .........327 Station Lock without a Station Lock button-setting up ....... 328 Stations ..............................................................................180 station security code
creating .......................................................................296 Station Security Code example ......................................... 297 Strategies for assigning CORs ............................................ 58 subscriber; view
viewing subscribers .................................................... 464 subscriber list .....................................................................465 subscribers
delete ..........................................................................464 deleting ....................................................................... 464 removing .....................................................................464 subscribers; add adding subscribers ..................................................... 463 subscribers; new .........................................................463 subscribers; edit editing a subscriber .................................................... 464 editing subscribers ......................................................464 support ...............................................................................499 supported browsers ............................................................. 65 survivable CMS ..................................................................105 Survivable Core Servers administration for PE ................. 105 survivable remote server ..................................................... 62 Survivable Remote Servers administration for PE .............105 SVN ........................................................................... 319, 323 swapping ............................................................................ 118 switching, wideband ...........................................................423 syslog server sending logs to external serverr ................................. 324 system ................................................................................. 24 System Access Terminal (SAT) ............................................86 system administration security ....................................................................... 310 system login .........................................................................24 system-parameters Customer-Options (Optional Features) screen .................................................................................. 89 System Requirements ....................................................... 179 system security, see security ............................................. 310 system security checking ...................................................315
T
T1 .......................................................................................354 T1, recommended settings for digital trunks ......................354 Telecommuter mode
Adding ........................................................................ 130 telecommuting
Answer Supervision ....................................................292 assigning coverage options ........................................ 300 associating office phone number to home station ...... 302 changing settings ........................................................306 configuring Communication Manager for ....................292 Coverage of Calls Redirected Off Net (CCRON) ........292
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Index
telecommuting (continued) disassociating home stations ......................................303 installing home equipment ..........................................301 Personal Station Access .............................................292 setting up .................................................................... 292
telecommuting settings, changing ..................................... 306 telephone ....................................................................111, 117
feature buttons table ...................................................148 telephone dialing
data call preindication .................................................401 DCP data modules ..................................................... 401 one-button transfer to data ......................................... 401 return-to-voice ............................................................ 401 Telephone Displays Troubleshooting .......................................................... 206 Telephone Features ........................................................... 145 telephones ..........................................................109, 110, 118 associating office number to home station ................. 302 disassociating home stations ......................................303 using as intercoms ......................................................391 Telnet ................................................................................... 88 Templates .......................................................................... 461 Terminal Self-Administration .............................................. 176 terminal translation initialization .........................................121 tie trunks ............................................................................ 349 toll ...................................................................................... 312 toll fraud, preventing .......................................................... 312 training ............................................................................... 498 troubleshoot display characters on the telephone cannot be recognized .................................................................. 131 ip softphones .............................................................. 131 troubleshooting Loudspeaker Paging ...................................................385 Troubleshooting Abbreviated Dialing Lists .........................169 Troubleshooting TTI ...........................................................122 Trunk group related information .........................................343 trunk groups access trunks ..............................................................349 adding trunks .............................................................. 356 administering Listed Directory Numbers .....................359 CO trunks ................................................................... 343 DID trunks ...................................................................345 digital trunks ....................................................... 351, 354 FX trunks .................................................................... 343 inserting and absorbing digits .............................358, 359 ISDN trunks ................................................................ 362 overview ..................................................................... 341 PCOL trunks ....................................................... 347, 349 port network (PN) preferential trunk routing ............... 428 removing .....................................................................357 resetting ......................................................................357 restrictions .................................................................. 349 tie trunks ..................................................................... 349 tips for working with .................................................... 341 WATS trunks ...............................................................343 trunk member resetting ......................................................358
trusted certificate adding for duplex server ............................................. 490 adding for simplex server ........................................... 489
TTI ..................................................................................... 121 TTY
Enabling transmission over IP networks .....................126
U
Unicode Native name support .................................................. 202
Unicode Display Administering ..............................................................200
user ....................................................................................319 User Administration management ..................................... 452 user considerations for Chime Paging Over Loudspeakers ............................................................................................ 388 user considerations for Voice Paging Over Loudspeakers 386 user profiles ......................................................................... 28 Using alias ..........................................................................116 Using TTI to separate an extension from a telephone .......122
V
VAL, getting started ............................................................381 Vector
administering vector variables .................................... 262 Vector Direcotry Numbers
viewing ........................................................................265 Vector Directory Number
adding .........................................................................265 Vector Problem
fixing ........................................................................... 264 Vectors
handling TTY calls ...................................................... 263 variables ..................................................................... 262 Verifying the media-server is in-service ............................. 378 verify toll fraud ................................................................... 320 videos ................................................................................ 499 viewing data encryption status ................................................ 340 PCNs .......................................................................... 501 PSNs .......................................................................... 501 Vector Direcotry Numbers .......................................... 265 Viewing gateway link status in all regions ............................72 viewing IP Network Maps for your system ...........................83 viewing network region status ..............................................71 Viewing the gateway link status in a network region ............71 Virtual VAL (v VAL), getting started ....................................381 Voice or Network Statistics administering ................................................................ 91 voice paging over loudspeakers setting up .................................................................... 384 Voice Paging Over Loudspeakers ..................................... 384 Voice Paging Over Loudspeakers setting up .....................384 Voice Paging Over Loudspeakers --user considerations ..386
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Index
W
Warning for redirected calls ................................................. 57 Warning when telephones are off-hook ............................... 57 watch list ............................................................................ 497 WATS trunk group ..............................................................344 WATS trunks ...................................................................... 343 web interface tasks
copying files to the server .............................................67 SNMP administering .....................................................68 When to use Bridged Call Appearances ............................173 whisper paging ...................................................................391 administering .............................................................. 390 Whisper Paging ................................................................. 390 wideband switching ............................................................423 access endpoint ..........................................................427 administering .............................................................. 432 channel allocation .......................................................424 direction of trunk/hunting within facilities .................... 429 facility lists .................................................................. 428 glare prevention ..........................................................431 H0 channels ................................................................430 H11channels ............................................................... 429 line-side (T1 or E1) facility .......................................... 426 N x DS0 channels .......................................................430 port network (PN) preferential trunk routing ............... 428 Wideband Switching .......................................... 423, 427, 432 blocking prevention .....................................................431 data backup connection ..............................................427 data service unit/channel service unit .........................426 H12 channels ..............................................................429 interactions ................................................................. 432 ISDN-PRI terminal adapters ....................................... 425 ISDN-PRI trunk groups and channel allocation .......... 428 line-side T1 or E1 ISDN-PRI facilities .........................425 networking .................................................................. 428 nightly file transfers .....................................................427 nonsignaling endpoint applications .............................426 PRI endpoints (PE) .....................................................426 primary data connectivity ............................................428 scheduled batch processing ....................................... 427 universal digital signal level 1 board ...........................426 video application example .......................................... 424 Wideband Switching channel type descriptions .................423 wild cards ...........................................................................276 working with trunk groups-following a process .................. 341 world class routing ............................................................. 268 World Class Routing examples Of Digit Conversion .................................... 272 Writing Vecotrs time of day routing ...................................................... 258 Writing Vectors additional choices ....................................................... 260 deleting step ............................................................... 261 inserting step .............................................................. 261 leaving a message ......................................................259 playing announcement ............................................... 257
Writing Vectors (continued) putting calls in a queue ...............................................257 redirecting calls during emergency .............................259
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