Avaya MultiVantage Little Instruction Book for basic

AvayaTM MultiVantageTM Solution' s
Little
Instruction
Book
for basic administration
555-233-756
Issue 4
May 2002
)EW]VIJIVIRGI
Pencil in your information below. (shows example only)
Cabinets
(cabinet #3 is a remote cabinet in the downtown office)
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Boards
(TN754 = 4 wire digital, can be used with any digital)
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Extension range (8000-8999 = DID)
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Coverage paths (Coverage path #1 = 3 rings, covers to AUDIX)
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Hunt groups
(h4 = audix 84)
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Trunk groups
(group 1 = CO trunks for outside calls)
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Feature access codes (*21 = Abbrev dialing list 2)
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Credits
Patrons
Jeff Akers, Curtis Weeks
Supporters
Ed Cote, Randy Fox, Jerry Peel,
Pam McDonnell
Writers
Renee Getter, Cindy Bittner,
Kim Livingston
Graphics
Laurie King, Karen Consigny
Production
Deborah Kurtright
Contributors
Cathi Schramm, Robert Plant,
John O’Keefe
Web/CD Production Ellen Heffington
Special Thanks to Kim Santich — Customer Champion;
Steven Gaipa —Marketing; Rick Thompson — MultiVantage™
User Group; Doug Schneider, Marcia Bubeck, Barry Bunch,
Dan Selvig, and Pat Dolphin — MultiVantage™ Helpline;
Sherilyn McDaniel, Norma Kugler, and Dorothy Quintana —
Avaya Switch Administrators
NOTE:
Please note: Many of these individuals are no longer in the positions listed here.
However, we continue to credit them because they were instrumental in the
creation and success of this book.
Copyright 2002, Avaya Inc.
All Rights Reserved
Notice
Every effort was made to ensure that the information in this document was complete and accurate at the time of
printing. However, information is subject to change.
Preventing Toll Fraud
“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's
behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud
occurs, it can result in substantial additional charges for your telecommunications services.
Avaya Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need technical assistance or support, in the
United States and Canada, call the Technical Service Center's Toll Fraud Intervention Hotline at
1-800-643-2353.
How to Get Help
For additional support telephone numbers, go to the Avaya Web site:
http://www.avaya.com/support/
If you are:
• Within the United States, click Escalation Lists, which includes escalation phone numbers within the
USA.
• Outside the United States, click Escalation Lists then click Global Escalation List, which includes
phone numbers for the regional Centers of Excellence.
Providing Telecommunications Security
Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of
intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications
equipment by some party.
Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/
video equipment that could be accessed via this Avaya product (that is, “networked equipment”).
An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or is not working on your
company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:
• Utilization (of capabilities special to the accessed equipment)
• Theft (such as, of intellectual property, financial assets, or toll-facility access)
• Eavesdropping (privacy invasions to humans)
• Mischief (troubling, but apparently innocuous, tampering)
• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked
equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your
company (including but not limited to, human/data privacy, intellectual property, material assets, financial
resources, labor costs, and/or legal costs).
Responsibility for Your Company’s Telecommunications Security
The final responsibility for securing both this system and its networked equipment rests with you - Avaya’s
customer system administrator, your telecommunications peers, and your managers. Base the fulfillment of
your responsibility on acquired knowledge and resources from a variety of sources including but not limited
to:
• Installation documents
• System administration documents
• Security documents
• Hardware-/software-based security tools
• Shared information between you and your peers
• Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and your peers should carefully program
and configure:
• Your Avaya-provided telecommunications systems and their interfaces
• Your Avaya-provided software applications, as well as their underlying hardware/software platforms
and interfaces
• Any other equipment networked to your Avaya products.
Voice over Internet Protocol (VoIP)
If the equipment supports Voice over Internet Protocol (VoIP) facilities, you may experience certain compromises in performance, reliability and security, even when the equipment performs as warranted. These compromises may become more acute if you fail to follow Avaya's recommendations for configuration, operation
and use of the equipment. YOU ACKNOWLEDGE THAT YOU ARE AWARE OF THESE RISKS AND
THAT YOU HAVE DETERMINED THEY ARE ACCEPTABLE FOR YOUR APPLICATION OF THE
EQUIPMENT. YOU ALSO ACKNOWLEDGE THAT, UNLESS EXPRESSLY PROVIDED IN ANOTHER
AGREEMENT, YOU ARE SOLELY RESPONSIBLE FOR (1) ENSURING THAT YOUR NETWORKS
AND SYSTEMS ARE ADEQUATELY SECURED AGAINST UNAUTHORIZED INTRUSION AND (2)
BACKING UP YOUR DATA AND FILES.
Standards Compliance
Avaya Inc. is not responsible for any radio or television interference caused by unauthorized modifications of
this equipment or the substitution or attachment of connecting cables and equipment other than those specified
by Avaya Inc. The correction of interference caused by such unauthorized modifications, substitution or
attachment will be the responsibility of the user. Pursuant to Part 15 of the Federal Communications Commission (FCC) Rules, the user is cautioned that changes or modifications not expressly approved by Avaya Inc.
could void the user’s authority to operate this equipment.
The equipment described in this manual complies with standards of the following organizations and laws, as
applicable:
• Australian Communications Agency (ACA)
• American National Standards Institute (ANSI)
• Canadian Standards Association (CSA)
• Committee for European Electrotechnical Standardization (CENELEC) – European Norms (EN’s)
• Digital Private Network Signaling System (DPNSS)
• European Computer Manufacturers Association (ECMA)
•
•
•
•
•
•
•
•
•
European Telecommunications Standards Institute (ETSI)
FCC Rules Parts 15 and 68
International Electrotechnical Commission (IEC)
International Special Committee on Radio Interference (CISPR)
International Telecommunications Union - Telephony (ITU-T)
ISDN PBX Network Specification (IPNS)
National ISDN-1
National ISDN-2
Underwriters Laboratories (UL)
Product Safety Standards
This product complies with and conforms to the following international Product Safety standards as applicable:
Safety of Information Technology Equipment, IEC 60950, 3rd Edition including all relevant national deviations as listed in Compliance with IEC for Electrical Equipment (IECEE) CB-96A.
Safety of Laser products, equipment classification and requirements:
• IEC 60825-1, 1.1 Edition
• Safety of Information Technology Equipment, CAN/CSA-C22.2 No. 60950-00 / UL 60950, 3rd Edition
• Safety Requirements for Customer Equipment, ACA Technical Standard (TS) 001 - 1997
• One or more of the following Mexican national standards, as applicable: NOM 001 SCFI 1993, NOM
SCFI 016 1993, NOM 019 SCFI 1998
Electromagnetic Compatibility (EMC) Standards
This product complies with and conforms to the following international EMC standards and all relevant
national deviations:
Limits and Methods of Measurement of Radio Interference of Information Technology Equipment, CISPR
22:1997 and EN55022:1998.
Information Technology Equipment – Immunity Characteristics – Limits and Methods of Measurement,
CISPR 24:1997 and EN55024:1998, including:
• Electrostatic Discharge (ESD) IEC 61000-4-2
• Radiated Immunity IEC 61000-4-3
• Electrical Fast Transient IEC 61000-4-4
• Lightning Effects IEC 61000-4-5
• Conducted Immunity IEC 61000-4-6
• Mains Frequency Magnetic Field IEC 61000-4-8
• Voltage Dips and Variations IEC 61000-4-11
• Powerline Harmonics IEC 61000-3-2
• Voltage Fluctuations and Flicker IEC 61000-3-3
Federal Communications Commission Statement
Part 15:
Note: This equipment has been tested and found to comply with the limits for a Class A digital device,
pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection
against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications.
Operation of this equipment in a residential area is likely to cause harmful interference in which case
the user will be required to correct the interference at his own expense.
Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not
provide proper answer-supervision signaling is in violation of Part 68 rules. This equipment returns answersupervision signals to the public switched network when:
• answered by the called station,
• answered by the attendant, or
• routed to a recorded announcement that can be administered by the customer premises equipment (CPE)
user.
This equipment returns answer-supervision signals on all direct inward dialed (DID) calls forwarded back to
the public switched telephone network. Permissible exceptions are:
• A call is unanswered.
• A busy tone is received.
• A reorder tone is received.
Avaya attests that this registered equipment is capable of providing users access to interstate providers of operator services through the use of access codes. Modification of this equipment by call aggregators to block
access dialing codes is a violation of the Telephone Operator Consumers Act of 1990.
This equipment complies with Part 68 of the FCC Rules. On the rear of this equipment is a label that contains,
among other information, the FCC registration number and ringer equivalence number (REN) for this equipment. If requested, this information must be provided to the telephone company.
The REN is used to determine the quantity of devices which may be connected to the telephone line. Excessive
RENs on the telephone line may result in devices not ringing in response to an incoming call. In most, but not
all areas, the sum of RENs should not exceed 5.0. To be certain of the number of devices that may be connected to a line, as determined by the total RENs, contact the local telephone company.
REN is not required for some types of analog or digital facilities.
Means of Connection
Connection of this equipment to the telephone network is shown in the following table.
Manufacturer’s Port
Identifier
FIC Code
SOC/REN/ Network
A.S. Code Jacks
Off/On premises station
OL13C
9.0F
RJ2GX,
RJ21X,
RJ11C
DID trunk
02RV2-T
0.0B
RJ2GX,
RJ21X
CO trunk
02GS2
0.3A
RJ21X
CO trunk
02LS2
0.3A
RJ21X
Tie trunk
TL31M
9.0F
RJ2GX
Basic Rate Interface
02IS5
6.0F, 6.0Y
1.544 digital interface
04DU9-BN, 6.0F
1KN, 1SN
RJ48C,
RJ48M
120A2 channel service unit
04DU9-DN 6.0Y
RJ48C
RJ49C
If the terminal equipment (for example, the MultiVantageTM Solution equipment) causes harm to the telephone
network, the telephone company will notify you in advance that temporary discontinuance of service may be
required. But if advance notice is not practical, the telephone company will notify the customer as soon as possible. Also, you will be advised of your right to file a complaint with the FCC if you believe it is necessary.
The telephone company may make changes in its facilities, equipment, operations or procedures that could
affect the operation of the equipment. If this happens, the telephone company will provide advance notice in
order for you to make necessary modifications to maintain uninterrupted service.
If trouble is experienced with this equipment, for repair or warranty information, please contact the Technical
Service Center at 1-800-242-2121 or contact your local Avaya representative. If the equipment is causing harm
to the telephone network, the telephone company may request that you disconnect the equipment until the
problem is resolved.
It is recommended that repairs be performed by Avaya certified technicians.
The equipment cannot be used on public coin phone service provided by the telephone company. Connection
to party line service is subject to state tariffs. Contact the state public utility commission, public service commission or corporation commission for information.
This equipment, if it uses a telephone receiver, is hearing aid compatible.
Canadian Department of Communications (DOC) Interference Information
This Class A digital apparatus complies with Canadian ICES-003.
Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada.
This digital apparatus does not exceed Class A limits for radio noise emission set out in the radio interference
regulation of the Canadian Department of Communications.
Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux
appareils manicures de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le
ministére des Communications du Canada.
This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications. This is
confirmed by the registration number. The abbreviation, IC, before the registration number signifies that registration was performed based on a Declaration of Conformity indicating that Industry Canada technical specifications were met. It does not imply that Industry Canada approved the equipment.
DECLARATIONS OF CONFORMITY
United States FCC Part 68 Supplier’s Declaration of Conformity (SDoC)
Avaya Inc. in the United States of America hereby certifies that the equipment described in this document and
bearing a TIA TSB-168 label identification number complies with the FCC’s Rules and Regulations 47 CFR
Part 68, and the Administrative Council on Terminal Attachments (ACTA) adopted technical criteria.
Avaya further asserts that Avaya handset-equipped terminal equipment described in this document complies
with Paragraph 68.316 of the FCC Rules and Regulations defining Hearing Aid Compatibility and is deemed
compatible with hearing aids.
Copies of SDoCs signed by the Responsible Party in the U. S. can be obtained by contacting your local sales
representative and are available on the following Web site:
http://support.avaya.com/elmodocs2/DoC/SDoC/index.jhtml/
All MultiVantageTM system products are compliant with FCC Part 68, but many have been registered with the
FCC before the SDoC process was available. A list of all Avaya registered products may be found at:
http://www.part68.org/
by conducting a search using “Avaya” as manufacturer.
European Union Declarations of Conformity
Avaya Inc. declares that the equipment specified in this document bearing the “CE” (Conformité Europeénne)
mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive (1999/5/
EC), including the Electromagnetic Compatibility Directive (89/336/EEC) and Low Voltage Directive (73/23/
EEC). This equipment has been certified to meet CTR3 Basic Rate Interface (BRI) and CTR4 Primary Rate
Interface (PRI) and subsets thereof in CTR12 and CTR13, as applicable.
Copies of these Declarations of Conformity (DoCs) signed by the Vice President of MultiVantageTM Solutions
research and development, Avaya Inc., can be obtained by contacting your local sales representative and are
available on the following Web site:
http://support.avaya.com/elmodocs2/DoC/IDoC/index.jhtml/
Japan
This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance
may occur, in which case, the user may be required to take corrective actions.
Network Connections
Digital Connections - The equipment described in this document can be connected to the network digital interfaces throughout the European Union.
Analogue Connections - The equipment described in this document can be connected to the network analogue
interfaces throughout the following member states:
Belgium
Germany Luxembourg
Netherlands
Spain
United Kingdom
LASER Product
The equipment described in this document may contain Class 1 LASER Device(s) if single-mode fiber-optic
cable is connected to a remote expansion port network (EPN). The LASER devices operate within the following parameters:
• Maximum power output –5 dBm to -8 dBm
• Center Wavelength 1310 nm to 1360 nm
• CLASS 1 LASER PRODUCT IEC 60825-1: 1998
Use of controls or adjustments or performance of procedures other than those specified herein may result in
hazardous radiation exposure. Contact your Avaya representative for more laser product information.
To order copies of this and other documents:
Call:
Avaya Publications Center
Voice 1.800.457.1235 or 1.410.568.3680
FAX 1.800.457.1764 or 1.410.891.0207
Write:
Globalware Solutions
200 Ward Hill Avenue
Haverhill, MA 01835 USA
Attention: Avaya Account Management
E-mail: [email protected]
Contents
;IPGSQI
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Why this book?
We wrote this book for you!
What information is in this book?
How to use this book
Security concerns
Trademarks and service marks
Related books
Tell us what you think!
How to get this book on the web
How to order more copies
How to get help
xvii
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Overview of Avaya MultiVantage™
Example MultiVantage™ system
Phone types
Accessing your system
Logging into the system
Setting the system time and date
Saving changes
Logging off the system
Send feedback: [email protected]
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3
4
5
5
6
7
10
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Understanding the dial plan
MultiVantage™ dial plans
Displaying your MultiVantage™ dial plan
Modifying your MultiVantage™ dial plan
Adding extension ranges to your MultiVantage™ dial plan
Adding feature access codes to your
MultiVantage™ dial plan
R10 or earlier dial plans
Displaying your R10 or earlier dial plan
Modifying your R10 or earlier dial plan
Adding extension ranges to your R10 or earlier dial plan
Adding feature access codes to your R10 or earlier dial plan
Changing feature access codes
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Adding new phones
Gathering necessary information
Physically connecting the phone
Completing the station screens
Using station templates to add phones
Using an alias
Adding or changing feature buttons
Customizing your phone
Upgrading phones
Send feedback: [email protected]
21
22
24
24
26
27
29
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Swapping phones
Removing phones
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Changing feature parameters
Setting up abbreviated dialing
Creating pickup groups
Setting up call forwarding
Creating coverage paths
Defining time-of-day coverage
Creating coverage answer groups
Defining coverage for calls redirected to external numbers
Defining telecommuting coverage
Setting up bridged call appearances
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World class routing
Understanding ARS analysis
Managing calling privileges
Displaying ARS analysis information
Modifying call routing
Adding a new area code or prefix
Using ARS to restrict outgoing calls
Overriding call restrictions
Send feedback: [email protected]
61
62
63
64
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Contents
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ARS Partitioning
Setting up a partition group
Assigning a phone to a partition group
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Assigning and changing users
Assigning new logins and passwords
Setting login permissions
Changing passwords
Changing logins
Preventing toll fraud
Using reports to detect problems
Call Detail Recording
Security Violations Notification
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/IITMRKVIGSVHW
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Paper records
Preparing to contact Avaya
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95
Send feedback: [email protected]
Contents
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Send feedback: [email protected]
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Contents
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Issue 4 May 2002
Send feedback: [email protected]
Welcome
Why this book?
You’ve told us that you want step-by-step instructions on
everyday administration tasks for your Avaya MultiVantage™
system, and we’ve been listening. This book contains the
information you need for basic telephone system administration.
Some steps may vary a bit between the different versions of the
MultiVantage™ system, but the instructions provided will help
you through the most basic operations.
If you are familiar with earlier versions of this book, you will
notice some changes. The fields on some screens have changed,
we’ve moved the area code instructions to a section on routing,
and have given troubleshooting its very own book, the Avaya
MultiVantage™ Solution’s Little Instruction Book for basic
diagnostics.
We wrote this book for you!
Use this book if you are a MultiVantage™ system administrator.
Use it before you attend training, and take it with you to your
class. Mark it up, make notes in it, and use it daily even after you
complete training. If you are a new administrator taking over the
position from someone else, or you are filling in for your
company’s regular administrator, or if you simply want to refresh
your memory, this book is for you.
Send feedback: [email protected]
Issue 4 May 2002
xvii
Welcome
What information is in this book?
The Little Instruction Book for basic administration is divided
into sections to guide you through your day-to-day operations.
Getting started provides an overview of the phone system and
types of phones. It provides instructions for logging in, saving
changes, and logging off.
Planning the MultiVantage™ system explains how to read and
update your dial plan. It also explains how to change feature
access codes.
Managing phones explains how to add, change, and remove
phones from your system. It also explains how to alias phones
and how to customize a phone for your system administrator.
Managing features explains how to administer useful features
including abbreviated dialing, pickup groups, call forwarding,
call coverage, and bridged appearances.
Routing outgoing calls explains how to add area codes and
prefixes. It also includes instructions for setting up ARS
partitioning and authorization codes.
Enhancing system security explains how to add and change user
logins and passwords. It also provides an overview of security
issues related to MultiVantage™ systems.
Keeping records provides guidelines for keeping records and
explains how to print certain system reports. It also explains how
to contact the MultiVantage™ helpline and lists what information
you should gather before you call.
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Issue 4 May 2002
Send feedback: [email protected]
How to use this book
How to use this book
Become familiar with the following terms and conventions. They
help you use this book with your MultiVantage™ system.
■
To “move” to a certain field, you can use the TAB key,
arrows, or the RETURN key.
■
A “screen” is a screen form displayed on the terminal
monitor.
■
In this book we always use the term phone; other Avaya
books may refer to phones as voice terminals.
■
If you use terminal emulation software, you need to
determine which keys correspond to ENTER, RETURN,
CANCEL, HELP, NEXT PAGE, etc.
■
Commands are printed in bold face as follows: command.
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Keys and buttons are printed as follows: KEY.
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Screen displays are printed in constant width as follows:
screen display.
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Variables are printed in italics as follows: variable.
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We show complete commands in this book, but you can
always use an abbreviated version of the command. For
example, list configuration station can be entered as list
config sta.
■
We show commands and screens from the newest
MultiVantage™ system and refer to the most current
books. Please substitute the appropriate commands for
your system and refer to the manuals you have available.
Send feedback: [email protected]
Issue 4 May 2002
xix
Welcome
■
If you need help constructing a command or completing a
field entry, remember to use HELP.
— When you press HELP at any point on the command line,
a list of available commands appears.
— When you press HELP with your cursor in a field on a
screen, a list of valid entries for that field appears.
■
The status line or message line can be found near the
bottom of your monitor display. This is where the system
displays messages for you. Check the message line to see
how the system responds to your input. Write down the
message if you need to call our helpline.
■
When a procedure requires you to press ENTER to save
your changes, the screen you were working on clears and
the cursor returns to the command prompt. The message
line shows “command successfully completed” to
indicate that the system accepted your changes.
You may see the following icons in this book:
Tip:
Draws attention to information that you may find helpful.
NOTE:
Draws attention to information.
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Send feedback: [email protected]
Security concerns
! CAUTION:
Denotes possible harm to software, possible loss of data, or
possible service interruptions.
! SECURITY ALERT:
Indicates when system administration may leave your
system open to toll fraud.
Security concerns
Toll fraud is the theft of long distance service. When toll fraud
occurs, your company is responsible for charges. Refer to the
Avaya Security Handbook for information on how to prevent toll
fraud. You can also call the Avaya Security Hotline at
1 800 643 2353 or contact your Avaya representative.
Trademarks and service marks
The following are registered trademarks of Avaya:
■
AUDIX®
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DEFINITY®
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Callmaster®
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Intuity™
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CONVERSANT®
■
MultiVantage™
Acrobat® is a registered trademark of Adobe Systems
Incorporated.
Send feedback: [email protected]
Issue 4 May 2002
xxi
Welcome
Related books
The Avaya MultiVantage™ Solution’s Little Instruction Book for
advanced administration and the Avaya MultiVantage™
Solution’s Little Instruction Book for basic diagnostics are
companions to this book. We suggest you use them often.
The Administrator’s Guide for Avaya MultiVantage™ Software
explains system features and interactions in detail. It provides a
reference for planning, operating, and administering your system,
and we refer to it often. Please note that prior to April 1997, this
same information was in two separate books: the DEFINITY
Implementation and the DEFINITY Feature Description books.
We also refer to the Overview for Avaya MultiVantage™ Software
and the Avaya Security Handbook.
Tell us what you think!
Let us know what you like or don’t like about this book. Although
we can’t respond personally to all your feedback, we promise we
will read each response we receive.
Write to us at: Avaya
Product Documentation Group
Room B3-H13
1300 W. 120th Avenue
Denver, CO 80234 USA
Fax to:
1 303 538 1741
Send email to: [email protected]
xxii
Issue 4 May 2002
Send feedback: [email protected]
How to get this book on the web
How to get this book on the web
If you have internet access, you can view and download the latest
version of Avaya MultiVantage™ Solution’s Little Instruction
Book for basic administration. To view the book, you must have a
copy of Acrobat Reader.
To access the latest version:
1. Access the Avaya Customer Support web site at
http://www.avaya.com/support/
2. Click on Online Services, then Documentation, then
Recent Documents, then look for the latest
MultiVantage™ release.
3. Search for 555-233-756 (the document number) to view
the latest version of the book.
How to order more copies
Call: Avaya Publications Center
Voice: 1-800-457-1235 or 1-410-568-3680
Fax: 1-800-457-1764 or 1-410-891-0207
Write: Globalware Solutions
Attn: Avaya Account Management
200 Ward Hill Ave, Haverhill, MA 01835 USA
E-mail:[email protected]
Order: Document No. 555-233-756, Issue 4, May 2002
We can place you on a standing order list so that you will
automatically receive updated versions of this book. For more
information on standing orders, or to be put on a list to receive
future issues of this book, please contact the Avaya Publications
Center.
Send feedback: [email protected]
Issue 4 May 2002
xxiii
Welcome
How to get help
If you need additional help, first access the Avaya Customer
Support web site at http://www.avaya.com/support/. Click
the Escalation Lists link in the lower right side of the page for
the most recent information. If you are outside the USA, also
click the Global Escalation List link for the phone numbers for
the regional Centers of Excellence.
You can also access the following services. You may need to
purchase an extended service agreement to use some of these
services. Contact your Avaya representative for more
information.
MultiVantage™ Helpline (for help with
feature administration and system
applications)
1 800 225 7585
Avaya National Customer Care Center
Support Line (for help with maintenance
and repair)
1 800 242 2121
Avaya Toll Fraud Intervention
1 800 643 2353
Avaya Corporate Security
1 800 822 9009
Avaya Centers of Excellence
xxiv
— Asia/Pacific
65 872 8686
— Western Europe/Middle East/South
Africa
44 1252 77 4800
— Central/Eastern Europe
361 645 4334
— Central/Latin America Caribbean
1 303 804 3778
— Australia
61 2 9352 9090
— North America
1 800 248 1111
Issue 4 May 2002
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starting
Getting started
This section contains a brief overview of a MultiVantage™
system. It also explains how to log in to your communication
system, change the date and time, save changes to the system, and
log off.
Overview of
Avaya MultiVantage™
Your Avaya MultiVantage™ communication system organizes
and routes voice, data, image, and video transmissions. Your
system can be connected to communications paths that transmit
voice and data signals between the phone system and a central
office, and to other public and private networks. The following
figure shows typical MultiVantage™ system connections,
software packages, and additional hardware.
To find more detailed information and a comprehensive overview
of your MultiVantage™ system, refer to your Overview for Avaya
MultiVantage™ Software.
NOTE:
Your equipment may be different from the equipment shown in
the figure.
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Issue 4 May 2002
1
Getting started
G3r / Product Connectivity
SAT
Conversant
System
Access
Terminal
System printer
(EIA or data module)
Printer
Server
Basic Call
Management BCMS
System
LAN
Gateway
Printer
Workstation
Avaya MultiVantageTM
AUDIX
System
printer
SAT
Workstation
CMS
Printer
Data
module
L-Gate
BCMS
Audix
Bri-pac
Call
Management
System
ASAI
screen
pops
Link to
ASAI
Server
CDR to printer
Call Detail
CDR Recorder
Printer
Computer
CAS
Computer
Call
Accounting
System
Power
Computer
PC with
Terranova
(remote
administration)
Data
module
Computer
Intuity
Message
Manager
Server
cydfg4r KLC 030102
Example MultiVantage™ system
2
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Overview of Avaya MultiVantage™
Example MultiVantage™ system
starting
Your MultiVantage™ system may include some or all of the
following components:
■
Conversant— provides response to spoken information
■
System access terminal (SAT) — allows direct connection
for administration and reports
■
Basic Call Management System (BCMS) — collects
information and prints reports on call-center performance
■
Data module — provides digital information to the system
■
ASAI — allows integration between adjunct computers
and MultiVantage™ systems
■
Call Detail Recorder (CDR) — collects, stores, filters, and
prints records on calls handled by your system
■
Intuity Message Manager — access to INTUITY AUDIX
and MultiVantage™ AUDIX voice processing on a
personal computer connected to a local area network
■
PC with terminal emulation software— allows remote
system administration from a personal computer
■
Call Accounting System (CAS) — uses call records to
create billing reports for the hospitality industry
■
Call Management System (CMS) — collects information
and generates reports on telemarketing centers
■
MultiVantage™ AUDIX workstation — allows you to
administer voice mail
■
System printer/LAN Gateway — connects to the system
printer and local area network server
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Issue 4 May 2002
3
Getting started
Phone types
Your MultiVantage™ system may have any of the following
phone types administered as user phones. As you make changes
to your system, you’ll need to know whether each phone is an
analog, digital, hybrid, ISDN, or IP phone.
Analog
Digital
Hybrid
ISDN
IP
500
2402
7303S
7505D
4602
2500
2420
7305S
7506D
4606
6210
6402
7309H
7507D
4612
6218
6408, 6408+, 6408D
7313H
8503D
4620
6220
6416D+
7314H
8510T
4624
7101A
6424D+
7315H
8520T
4630
7102A
7401D, 7401+
7316H
ASAI
7103A
7403D
7317H
7104A
7404D
7302H
7405D, 7405ND
7303H
7406D, 7406+
8110
7407D, 7407+
DS1FD
7410D, 7410+
K2500
7434D, 7434ND
7444D
8403B
8405B, 8405B+
8405D, 8405D+
8410B, 8410D
8411B, 8411D
8434D
602A1
603A1, 603D1, 603E1
606A1
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Accessing your system
Accessing your system
■
your login and password
■
the type of terminal or terminal emulation program that
you are using
starting
You need to log in before you can administer your
communication system. To log in, you need to know:
Change your password frequently, at least once a month, to help
keep hackers out of your system. For instructions on how to
change your password or add new logins, refer to ‘‘Assigning and
changing users’’ on page 75.
Logging into the system
If your system requires Access Security Gateway procedures,
refer to the Administrator’s Guide for Avaya MultiVantage™
Software for more information.
1. At the prompt, type your login and press RETURN.
The system prompts you for your password.
2. Type your password and press RETURN.
Your password does not display on the screen. Be sure to
keep your password private.
The system prompts you for your terminal type. The type
in square brackets is the default.
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5
Getting started
Login:
Password:
System: XXXXXX
Software Version: xxxxxxxxxxxx
Terminal Type: (513, 715, 4410, 4425, VT220): [513]
Terminal screen for login
3. Press RETURN if you are using the default terminal.
Otherwise, enter the terminal type and press RETURN.
Once you log in, “Command” appears. The system is ready to
accept a new command.
Setting the system time and date
Update the system time and date for events such as leap year or
daylight savings time. The correct time and date ensure that
records are correct.
Tip:
Changing the date and time may modify Call Detail Recording
(CDR) data by 9 hours and 59 minutes. Therefore, you should
change the date and time after normal business hours.
To set the system time and date:
1. Type set time and press RETURN.
The Date and Time screen appears.
2. Complete the appropriate fields.
Use a 24-hour clock to set the hour. For example, for
2:00 p.m. (14:00) type 14. Do not try to update the
Seconds field because it automatically resets to 0 when
you press ENTER.
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Accessing your system
starting
3. Press ENTER to save your changes.
DATE AND TIME
DATE
Day of the Week: __________
Day of the Month: __
Month: _________
Year: ____
TIME
Hour:__
Minute:__
Second: XX
Type:________
Daylight Savings Rule: ___
Date and Time screen
4. Type display time and press RETURN to double check the
new date and time.
Tip:
When you change the date or time, some display phones
may not automatically refresh the display. If this happens,
have each user press the date/time button on their phone
and the display should update.
See the Administrator’s Guide for Avaya MultiVantage™
Software for more information about setting the date and time on
your system.
Saving changes
There are two methods for saving changes to your system:
temporary saves and permanent backups.
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7
Getting started
Temporary save
As you are working with the system, your changes to the system
memory are considered temporary. These changes are lost if your
system loses power before the next permanent save (or backup).
1. Press ENTER to save any changes you make on a screen.
When you press ENTER, “command successfully
completed” appears and the cursor returns to the
command prompt.
Permanent backup
A permanent backup copies your changes from the system
memory to a card (also called a flash ROM), disk, or tape. You
can perform manual backups or your system may be administered
to automatically backup every 24 hours.
Tip:
To determine if your system backs up automatically, type display
system-parameters maintenance and see if you have
scheduled maintenance.
When you make large changes, perform a manual backup in case
your system loses power before the next backup. To create a
backup:
1. Be sure that the backup card or tape is in place.
2. Check the alarms panel and clear any active alarms.
3. Type save translation and press RETURN.
The save process may take up to 10 minutes. You cannot
administer your system while the save process takes place.
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Accessing your system
starting
If an error message appears in the Command Completion
Status field, clear the error and repeat the save process.
SAVE TRANSLATION
Processor
SPE_A
Command Completion Status
Success
Error Code
0
Save Translation screen
It is a good idea to have at least two backups. You can run the
backup again to a second card, or you can copy an automatic
backup with the backup command (if your system allows). You
may want to keep this second (or a third) backup off premises to
ensure you could recover from a disaster or system failure.
See the Administrator’s Guide for Avaya MultiVantage™
Software for more information about performing backups of your
system.
Saving announcements
You can save announcements only if your system has an
integrated announcement board and you have administered
announcements.
See the Avaya MultiVantage™ Solution’s Little Instruction Book
for advanced administration for information about Voice
Announcements over LAN (VAL) and VAL Manager.
If you change your recorded announcements and you have a
TN750C board, the system automatically saves your changes to
the on-board FLASH memory.
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Issue 4 May 2002
9
Getting started
If you have a TN750 or TN750B board, you need to manually
save the recorded announcements on your system.
1. Type save announcements and press RETURN to save the
changes.
This process can take up to 40 minutes. You cannot
administer your system while the system is saving
announcements.
NOTE:
If you have both TN750B and TN750C boards, save
announcements to the TN750B slot.
See the Administrator’s Guide for Avaya MultiVantage™
Software for more information about saving announcements.
Logging off the system
For security reasons, you should log off every time you leave
your terminal.
1. To log off the system, type logoff and press RETURN.
You may see a security screen that indicates that you have
Remote Access, Facility Test, or Busied Out administered.
You may want to disable these features before you log off.
For more information about these features, refer to the
Little Instruction Book for basic diagnostics.
This screen also indicates whether or not you have any
active minor or major alarms that you should address
before you end your session.
2. Type y and press RETURN to proceed with log off.
If you use terminal emulation software to administer the switch,
you should log off the system and exit the emulation application
before alternating or switching to another software package.
10
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This section provides you with background on system-wide
functions. It explains how to read and use your dial plan, and
shows you how to make simple changes such as adding extension
ranges. This section also explains how to assign feature access
codes.
Understanding the dial plan
Your dial plan tells your system how to interpret dialed digits. For
example, if you dial 9 on your system to access an outside line, it
is actually the dial plan that tells the system to find an external
trunk when a dialed string begins with a 9.
The dial plan also tells the system how many digits to expect for
certain calls. For example, the dial plan may indicate that all
internal extensions are 4-digit numbers that start with 1 or 2.
Tip:
In this book, we do not usually explain each screen as thoroughly
as we do the dial plan. However, this screen serves as the basis
for almost everything in the system, so we wanted to be sure you
have a clear understanding of how to read and update your dial
plan. The screens shown may not exactly match your system. If
you have a MultiVantage™ system, see MultiVantage™ dial
plans. If you have an R10 or earlier system, see R10 or earlier
dial plans. If you need more information, refer to the
Administrator’s Guide for Avaya MultiVantage™ Software.
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Issue 4 May 2002
11
planning
Planning the MultiVantage™ system
Planning the MultiVantage™ system
MultiVantage™ dial plans
The MultiVantage™ system allows you to create your dial plan
using from three to seven digits.
NOTE:
If you have an R10 or earlier system, see R10 or earlier dial plans.
Let’s take a look at an example dial plan so you’ll know how to
read your system’s dial plan. The following figure shows an
example of a simple dial plan.
DIAL PLAN ANALYSIS TABLE
Percent Full: 9
Dialed
String
0
1
20
21
3
4
4
5
6
8
9
*
#
__
__
Total
Length
1
3
5
2
5
4
7
7
7
1
5
3
3
_
_
Call
Type
attd
dac
ext
fac
ext
ext
ext
ext
ext
fac
ext
fac
fac
____
____
Dialed
String
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
Total
Length
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
Call
Type
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
Dialed
String
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
Total
Length
_
_
_
_
_
_
_
_
_
_
_
_
_
_
_
Call
Type
____
____
____
____
____
____
____
____
____
____
____
____
____
____
____
Dial Plan Analysis Table screen
The set of three columns indicate how long the dialed string will
be for each type of call. For example, this dial plan shows that
when users dial a 7-digit number that starts with 4, they are
dialing an extension.
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MultiVantage™ dial plans
■
Attendant (attd) — Defines how users call an attendant.
Attd access numbers can be any number from 0 to 9 and
contain 1 or more digits. In our example figure, the system
calls an attendant when users dial 0.
■
Dial access codes (dac) — Allows you to use trunk access
codes (tac) and feature access codes (fac) in the same
range. For example, you could define the group 100–199
for dacs, which would allow both facs and tacs in that
range. Dial access codes can start with any number from 1
to 9 and contain up to 4 digits. In recent releases, * and #
also can be the first digit. In our example figure, dial
access codes begin with 1 and must be 3 digits long, so this
company can have a feature access code set to 133 and a
trunk access code assigned to 134.
■
Extensions (ext) — Defines extension ranges that can be
used on your system. In our example, extensions must be
in the ranges: 20000–20999, 30000–39999, 4000–4999,
4000000–4999999, 5000000–5999999,
6000000–6999999, and 90000–99999.
■
Feature access codes (fac) only — facs can be any number
from 1 to 9 and contain up to 4 digits. You can use * or #,
but only as a first digit. In our example, this company can
use *21 to activate a feature and use #21 to deactivate the
same feature. Our example also shows that one fac can be
set to 8 (first digit 8, only one digit long).
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Issue 4 May 2002
13
planning
The third column may have any of the following codes:
Planning the MultiVantage™ system
Displaying your MultiVantage™ dial plan
You might want to take this opportunity to look at and interpret
your own dial plan. To display your system’s dial plan:
1. Type display dialplan analysis and press RETURN.
Modifying your MultiVantage™ dial plan
It is easy to make changes to your dial plan. For example, let’s
add a new range of dial access codes to the dial plan. We want to
be able to assign both facs and tacs in the 700–799 range.
1. Type change dialplan analysis and press RETURN.
The Dial Plan Analysis Table screen appears.
2. Move the cursor to the next available row.
3. Type 7 in the first column.
4. Type 3 in the second column.
5. Type dac in the third column.
6. Press ENTER to save your changes.
Adding extension ranges to your
MultiVantage™ dial plan
You may find that as your needs grow you 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.
Let’s add a new set of extensions that start with 8 and are 6 digits
long (800000–899999).
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MultiVantage™ dial plans
To add this set of extensions to the dial plan:
1. Type change dialplan analysis and press RETURN.
The Dial Plan Analysis Table screen appears.
planning
2. Move the cursor to the next available row.
3. Type 8 in the first column.
4. Type 6 in the second column.
5. Type ext in the third column.
6. Press ENTER to save your changes.
Adding feature access codes to your
MultiVantage™ dial plan
As your needs change, you may want to add a new set of feature
access codes for your system. Before you can assign a fac on the
Feature Access Code screen, it must conform to your dial plan.
In our example, if you want to assign a feature access code of 33
to Last Number Dialed, first you need to add a new fac range to
the dial plan. To add a fac range from 30–39:
1. Type change dialplan analysis and press RETURN.
The Dial Plan Analysis Table screen appears.
2. Move the cursor to the next available row.
3. Type 3 in the first column.
4. Type 2 in the second column.
5. Type fac in the third column.
6. Press ENTER to save your changes.
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Issue 4 May 2002
15
Planning the MultiVantage™ system
R10 or earlier dial plans
Let’s take a look at an example dial plan so you’ll know how to
read your system’s dial plan. The following figure shows an
example of a simple dial plan.
DIAL PLAN RECORD
UDP
FIRST
First
Digit
1:
2:
3:
4:
5:
6:
7:
8:
9:
0:
*:
#:
Page 1 of 1
Local Node Number:
ETA Node Number:
Uniform Dialing Plan: 4-digit
ETA Routing Pattern:
Extension Search Order: local-extensions-first
DIGIT TABLE
Length
-1-2-3-4-5-6__________ __________ __________ ext_______ __________ __________
__________ __________ __________ ext_______ __________ __________
__________ __________ __________ __________ __________ __________
__________ __________ __________ __________ __________ __________
__________ __________ __________ ext_______ __________ __________
__________ __________ dac_______ __________ __________ __________
__________ __________ __________ __________ __________ __________
__________ __________ __________ __________ __________ __________
fac_______ __________ __________ __________ __________ __________
attd______ __________ __________ __________ __________ __________
__________ __________ fac_______ __________
__________ __________ fac_______ __________
Dial Plan Record screen
If you look at the lower half of the Dial Plan Record screen, you
see the First Digit Table. This table defines the dialing plan for
your system.
The rows in the First Digit Table indicate what the system does
when the row’s first digit is dialed. The columns indicate how
long the dialed string will be for each type of call. For example,
this dial plan shows that when users dial a 4-digit number that
starts with 2, they are dialing an extension.
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R10 or earlier dial plans
■
Attendant (attd) — Defines how users call an attendant.
Attd access numbers can be any number from 0 to 9 and
contain 1 or more digits. In our example figure, the system
calls an attendant when users dial 0.
■
Dial access codes (dac) — Allows you to use trunk access
codes (tac) and feature access codes (fac) in the same
range. For example, you could define the group 300–399
for dacs, which would allow both facs and tacs in that
range. Dial access codes can start with any number from 1
to 9 and contain up to 4 digits. In recent releases, * and #
also can be the first digit. In our example figure, dial
access codes begin with 6 and must be 3 digits long, so this
company can have a feature access code set to 633 and a
trunk access code assigned to 634.
■
Extensions (ext) — Defines extension ranges that can be
used on your system. In our figure, extensions must be in
the ranges: 1000–1999, 2000–2999, and 5000–5999.
■
Feature access codes (fac) only — facs can be any number
from 1 to 9 and contain up to 4 digits. You can use * or #,
but only as a first digit. In our example, this company can
use *21 to activate a feature and use #21 to deactivate the
same feature. Our example also shows that one fac can be
set to 9 (first digit 9, only one digit long).
■
Miscellaneous code (misc) — (for R10 or earlier only)
these codes are used if you want to have more than one
kind of code start with the same digit and be the same
length. Using a misc code requires that you also define a
second digit table. Refer to the Administrator’s Guide for
AvayaMultiVantage™ Software for information about the
second digit table. Our example does not show this code.
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Issue 4 May 2002
17
planning
The first digit table may have any of the following codes:
Planning the MultiVantage™ system
Displaying your R10 or earlier dial plan
You might want to take this opportunity to look at and interpret
your own dial plan. To display your system’s dial plan:
1. Type display dialplan and press RETURN.
Modifying your R10 or earlier dial plan
It is easy to make changes to your dial plan. For example, let’s
add a new range of dial access codes to the dial plan. We want to
be able to assign both facs and tacs in the 700–799 range.
1. Type change dialplan and press RETURN.
The Dial Plan Record screen appears.
2. Move the cursor to the 7th row in the 3rd column.
This field defines what the system does when users dial
any number from 700 to 799.
3. Type dac in the selected field.
4. Press ENTER to save your changes.
Adding extension ranges to your R10 or
earlier dial plan
You may find that as your needs grow you 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.
Let’s add a new set of extensions that start with 3 and are 4 digits
long (3000–3999).
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R10 or earlier dial plans
To add this set of extensions to the dial plan:
1. Type change dialplan and press RETURN.
The Dial Plan Record screen appears.
planning
2. Move the cursor to the 3rd row in the 4th column.
3. Type ext in the selected field.
4. Press ENTER to save your changes.
Adding feature access codes to your R10
or earlier dial plan
As your needs change, you may want to add a new set of feature
access codes for your system. Before you can assign a fac on the
Feature Access Code screen, it must conform to your dial plan.
In our example, if you want to assign a feature access code of 33
to Last Number Dialed, first you need to add a new fac range to
the dial plan.
To add a fac range from 30–39:
1. Type change dialplan and press RETURN.
The Dial Plan Record screen appears.
2. Move the cursor to the 3rd row and the 2nd column.
3. Type fac in the selected field.
4. Press ENTER to save your changes.
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Issue 4 May 2002
19
Planning the MultiVantage™ system
Changing feature access codes
Feature access codes (FAC) allow users to activate and deactivate
features from their phones. A user who knows the fac for a
feature does not need a programmed button to use the feature. For
example, if you tell your users that the fac for the Last Number
Dialed is *33, then users can redial a phone 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. For more information about
the dial plan, refer to ‘‘Understanding the dial plan’’ on page 11.
Let’s try an example. If you want to change the feature access
code for Call Park to *72:
1. Type change feature-access-codes and press RETURN.
The feature access code (fac) screen appears.
2. Move the cursor to the Call Park Access Code field.
3. Type *72 in the access code field over the old code.
4. Press ENTER to save your changes.
If you try to enter a code that is assigned to a feature, the
system warns you of the duplicate code and does not allow
you to proceed until you change one of them.
Tip:
To remove any feature access code, delete the existing fac and
leave the field blank.
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This section explains how to add, swap, or remove the phones on
your system. This section also gives you tips for customizing
your own phone so it has the feature buttons you need for many
administration and troubleshooting tasks.
NOTE:
Note that this section does not tell you how to administer
attendant consoles or IP phones. If you need to add or modify an
attendant console or IP phone, refer to the Administrator’s Guide
for Avaya MultiVantage™ Software.
Adding new phones
When you are asked to add a new phone to the phone system,
what do you do first? To connect a new phone you need to do
three things:
■
find an available port
■
wire the port to the cross-connect field or termination
closet
■
tell the telephone system what you’re doing
Before you can determine which port to use for the new phone,
you need to determine what type of phone you are installing,
what ports are available, and where you want to install the phone.
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Issue 4 May 2002
21
phones
Managing phones
Managing phones
Gathering necessary information
1. Determine whether the phone is an analog, digital, ISDN,
or hybrid set.
You need this information to determine the type of port
you need, because the port type and phone type must
match. If you do not know what type of phone you have,
refer to ‘‘Phone types’’ on page 4 for a list of phones by
model number.
2. Record the room location, jack number, and wire number.
You may find this information on the jack where you want
to install the phone, recorded in your system records, or
from the technician responsible for the physical
installation.
3. Display the available boards (circuit packs) and ports.
To view a list of boards on your system, type list
configuration stations and press RETURN.
SYSTEM CONFIGURATION
Board
Number
Board Type
01A05
01A06
01B05
DIGITAL LINE
ANALOG LINE
ANALOG LINE
TN754B 000002
TN742 000010
TN746B 000008
01C04
ANALOG LINE
TN746B 000008
01C05
DIGITAL LINE
TN2224 000004
01C06
01C09
01C10
HYBRID LINE
MET LINE
DIGITAL LINE
TN762B 000004
TN735 000005
TN754 000004
Code
Vintage
Assigned Ports
u=unassigned t=tti p=psa
01
01
u
u
u
u
01
u
u
01
01
u
u
02
u
u
u
u
u
u
u
02
u
u
03
03
u
u
u
u
u
u
u
u
u
u
u
04
u
u
u
u
04
u
u
u
u
u
05
u
u
u
u
u
u
u
u
u
u
u
u
u
u
u
u
u
u
u
07
u
u
u
u
u
07
u
u
u
08
u
u
u
u
u
08
u
u
u
u
u
u
u
System Configuration screen
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Adding new phones
The System Configuration screen shows all the boards
(circuit packs) on your system that are available for
connecting phones. You can see the board number, board
type, and status of each board’s ports.
Each port that is available or unassigned is indicated by a
‘u.’ Choose an available port from a board type that
matches your phone type (such as a port on an analog
board for an analog phone).
Every phone 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
phone to the 3rd port on the 01C05 board, the port address
is 01C0503 (01=cabinet, C=carrier, 05=slot, 03=port).
Tip:
If you add several phones at one time, you may want to
print a paper copy of the System Configuration screen. To
print the screen to a printer attached to the system
terminal, type list configuration stations print and
press RETURN. To print to the system printer that you use
for scheduled reports, type list configuration stations
schedule immediate and press RETURN.
5. Choose an extension number for the new phone.
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 phone number.
Be sure to note your port and extension selections on your
system’s paper records.
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Issue 4 May 2002
23
phones
4. Choose an available port and record its port address.
Managing phones
Physically connecting the phone
Once you have collected all the information, you are ready to
physically wire the port to the cross-connect field.
If you have an Avaya representative or on-site technician who
completes the physical connections, you need to notify them that
you are ready to add the phone to the system. To request that
Avaya install the new connections, call your Avaya representative
to place an order.
If you are responsible for making the connections yourself and if
you have any questions about connecting the port to the
cross-connect field, refer to your system installation guide.
Now you are ready to configure the system so that it recognizes
the new phone.
Completing the station screens
The information that you enter on the station screen advises the
system that the phone exists and indicates which features you
want to enable on the phone.
To access the station screen for the new phone:
1. Type add station nnnn and press RETURN, where nnnn is
the extension for the new phone.
Make sure the extension conforms to your dial plan. You
can also use the add station next command to add a
phone to the next available extension.
When the station screen appears, you see the extension
number and some default field values. For example, the
following screen is for a new phone at extension 2345.
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Adding new phones
STATION
2345
Lock Messages?
8411D
Security Code:
_______________
Coverage Path 1:
___________________________ Coverage Path 2:
Hunt-to Station:
STATION OPTIONS
Loss Group:
Data Module?
Speakerphone:
Display Language:
___
___
2-way
english
_
_________
____
____
____
BCC:
TN:
COR:
COS:
_
1__
1
1
Personalized Ringing Pattern: 1
Message Lamp Ext: 2345
Mute Button Enabled? y
phones
Extension:
Type:
Port:
Name:
Media Complex Ext: ____
IP Softphone? n
Station screen
2. Type the model number of the phone into the Type field.
For example, to install a 8411D phone, type 8411D in the
Type field. Note that the displayed fields may change
depending on the model you add.
3. Type the port address in the Port field.
4. Type a name to associate with this phone in the Name
field.
The name you enter appears on called phones that have
display capabilities. Also, some messaging applications,
such as INTUITY, recommend that you enter the user’s
name (last name first) and their extension to identify the
phone.
5. Press ENTER to save your changes.
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25
Managing phones
To make changes to this new phone, such as assigning coverage
paths or feature buttons, type change station nnnn and press
RETURN, where nnnn is the extension of the new phone.
Using station templates to add phones
A quick way to add phones is to copy the information from an
existing phone and modify it for each new phone. For example,
you can configure one phone as a template for an entire work
group. Then, you merely duplicate the template station screen to
add all the other extensions in the group.
Note that only phones of the same model can be duplicated. The
duplicate command copies all the feature settings from the
template phone to the new phones.
To duplicate an existing phone:
1. Type display station nnnn and press RETURN.
nnnn is the extension of the station screen you want to
duplicate to use as a template. Verify that this extension is
the one you want to duplicate.
2. Press CANCEL to return to the command prompt.
3. Type duplicate station nnnn and press RETURN, where
nnnn is the extension you want to duplicate.
The system displays a blank Duplicate Station screen.
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Issue 4 May 2002
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Adding new phones
STATION
Port
________
________
________
________
________
________
________
________
________
________
Name
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
________________________
Security
Code
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
Room
_________
_________
_________
_________
_________
_________
_________
_________
_________
_________
Jack
______
______
______
______
______
______
______
______
______
______
Cable
______
______
______
______
______
______
______
______
______
______
phones
Ext.
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
Duplicate Station screen
4. Type in the extension, port address, and phone name for
each new phone you want to add.
The rest of the fields are optional. You can complete them
at any time.
5. Press ENTER to save your changes to system memory.
To make changes to these phones, such as assigning coverage
paths or feature buttons, type change station nnnn and press
ENTER, where nnnn is the extension of the phone that you want to
modify.
Using an alias
Not every phone model has a unique station screen in the system.
You might have to use an available model number as an “alias”
for another. If you need to enter a phone type that the system does
not recognize or support, use an alias.
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Issue 4 May 2002
27
Managing phones
For example, you may purchase a phone model that is newer than
your system. In this case, you can use an available model type
that best matches the features of your new phone. You can refer to
your phone’s manual to determine which alias to use. If your
manual does not have this information, you can contact the
MultiVantage™ helpline for an appropriate alias.
For example, let’s use an alias to add a new 8403B phone to a
DEFINITY G3V2 or earlier system.
1. Refer to your new phone’s manual to find the correct alias.
In our example, we find that the 8403B is administered on
a G3V2 or earlier system as a 7405D phone.
2. Type change alias station and press RETURN.
The Alias Station screen appears.
3. Enter 8403B in the Alias Set Type field.
Enter the model of the unsupported phone in this field.
4. Enter 7405D in the Supported Set Type field.
Enter the alias (supported model) in this field.
5. Press ENTER to save your changes.
ALIAS STATION
Alias Set Type
Supported Set Type
8403B
7405D
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
’#’ indicates previously aliased set type is now native
Alias Station screen
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Adding new phones
Now follow the instructions for adding a new phone. Your switch
now recognizes the new type you enter in the Type field.
Be sure to refer to your phone’s manual for instructions on how to
set feature buttons and call appearance buttons. Note that if you
need to use an alias for a phone, you may not be able to take
advantage of all the features of the new phone.
Once you add a phone to the system, you can use the station
screen to change the settings for the phone, such as adding or
changing feature button assignments. The system allows you to
assign features or functionality to each programmable button. It is
up to you to decide which features you want for each phone and
which feature you want to assign to each button.
To assign feature buttons:
1. Type change station nnnn and press ENTER, where nnnn
is the extension for the phone you want to modify.
The station screen appears.
2. Press NEXT PAGE until you locate the Feature Button
Assignment fields.
Some phones have several feature button groups. Make
sure that you are changing the correct button. If you do not
know which button on the phone maps to which
button-assignment field, refer to your phone’s manual, or
refer to the Administrator’s Guide for Avaya MultiVantage™
Software.
3. Move the cursor to the field you want to change.
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phones
Adding or changing feature buttons
Managing phones
4. Type the button name that corresponds to the feature you
want to add.
To determine feature button names, press HELP or refer to
the Administrator’s Guide for Avaya MultiVantage™
Software.
5. Press ENTER to save your changes.
Some phones have default assignments for buttons. For example,
the following figure shows that 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. The system will allow you to change the button
assignments on the screen, but the features will not work on the
alias phone.
STATION
SOFTKEY BUTTON ASSIGNMENTS
1:
2:
3:
4:
5:
6:
7:
8:
9:
10:
11:
12:
lwc-store
lwc-cancel
auto-cback
timer
call-fwd
call-park
date-time
priority
abr-prog
abr-spchar
abr-spchar
abr-spchar
Ext: _____
Char: ~p
Char: ~m
Char: ~w
Default softkey assignments for an 8411D phone
30
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Customizing your phone
Customizing your phone
It will be much easier to monitor and test your system if you have
a phone with:
■
a large multi-button display (such as 8434D or 8410D)
■
a class of service (cos) that has console permissions
■
the following feature buttons
— ACA and Security Violations (assign to lamp buttons)
— Busy verify
— Cover message retrieval button
— Major/minor alarm buttons
— Trunk ID buttons
— Verify button
Once you select a phone, you’ll want to determine if you want to
place this phone at your desk or in the switch room. If the phone
is in the switch room (near the system administration terminal),
you can quickly add or remove feature buttons to test features and
facilities. You may decide that you want a phone at both your
desk and in the switch room — it’s up to you.
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Issue 4 May 2002
31
phones
This section provides recommendations for setting up or
enhancing your personal phone. You need a phone that is
powerful enough to allow you to use all the features you may give
to other employees. You may want to add feature buttons that
allow you to monitor or test the system, so that you can
troubleshoot the system from your phone.
Managing phones
You may also find it handy to set up multiple phones for testing
applications and features before you provide them to users. You
may want to have a phone that mimics each type of user phone in
your organization. For example, if you have four basic phone
templates, one for executives, one for marketing, one for
technicians, and one for other employees, you may want to have
examples of each of these phones so you can test new features or
options. Once you are satisfied that a change works on the test
phone, you can make the change for all the users in that group.
Upgrading phones
If you want to change phone types for a user and do not need to
change locations, you can just access the station screen for that
extension and enter the new model number.
Tip:
This method can be used only if the new phone type matches the
existing port type (such as digital phone with a digital port).
For example, if a user at extension 4556 currently has a 7410+
phone and you want to replace it with a new 8411D phone:
1. Type change station 4556 and press RETURN.
The station screen for 4556 appears.
2. Overwrite 7410+ with 8411D in the Type field.
Now you can access the functions and feature buttons that
correspond to an 8411D phone.
32
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Swapping phones
Swapping phones
In general, to swap one phone (phone A) with another phone (B),
you change phone A’s port assignment to x, change phone B’s
port assignment to A’s old port, and, finally, change the x for
phone A to B’s old port. Note that these swapping instructions
work only if the two phones are the same type (both digital or
both analog, etc.).
NOTE:
You can use Terminal Translation Initialization (TTI) to merge an
x-ported extension to a valid port. You can also use Automatic
Customer Telephone Rearrangement (ACTR) to unplug certain
phones from one location to move them to a new location without
additional switch administration. Refer to the Administrator’s
Guide for Avaya MultiVantage™ Software for information about
TTI and ACTR.
For example, to swap phones for extension 4567 (port 01C0505)
and extension 4575 (port 01C0516), complete the following
steps:
1. Type change station 4567 and press RETURN.
2. Record the current port address (01C0505) and type x in
the Port field.
3. Press ENTER to save your changes.
4. Type change station 4575 and press RETURN.
5. Record the current port address (01C0516).
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Issue 4 May 2002
33
phones
You will often find that you need to move or swap phones. For
example, employees moving from one office to another may want
to bring their phones.
Managing phones
6. Type 01C0505 in the Port field.
7. Update the Room and Jack fields.
8. Press ENTER to save your changes.
9. Type change station 4567 again and press RETURN.
10. Type 01C0516 in the Port field.
This is the port that used to be assigned to extension 4575.
11. Update the Room and Jack fields.
12. Press ENTER to save your changes.
13. Physically unplug the phones and move them to their new
locations.
Removing phones
Before you physically remove a phone from your system, check
the phone’s status, remove it from any group or usage lists, and
then delete it from the system’s memory.
For example, to remove a phone at extension 1234:
1. Type status station 1234 and press RETURN.
The General Status screen appears.
2. Make sure that the phone:
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Issue 4 May 2002
■
is plugged into the jack
■
is idle (not making or receiving calls)
■
has no messages waiting
■
has no active buttons (such as Send All Calls or Call
Forwarding)
Send feedback: [email protected]
Removing phones
3. Type list groups-of-extension 1234 and press RETURN.
The Extension Group Membership screen shows whether
the extension is a member of any groups on the system.
4. Press CANCEL.
For example, if extension 1234 belongs to pickup group 2,
type change pickup group 2 and delete the extension
from the list.
6. Type list usage extension 1234 and press RETURN.
The Usage screen shows whether the extension is used in
any vectors, has any bridged appearances, or used as a
controller.
7. Press CANCEL.
8. If the extension appears on the Usage screen, access the
appropriate feature screen and delete the extension.
For example, if extension 1234 belongs to hunt group 2,
type change hunt group 2 and delete the extension from
the list.
9. Type change station 1234 and press RETURN.
10. Delete any bridged appearances or personal abbreviated
dialing entries and press ENTER.
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Issue 4 May 2002
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phones
5. If the extension belongs to a group, access the group
screen and delete the extension from that group.
Managing phones
11. Type remove station 1234 and press RETURN.
The system displays the station screen for this phone so
you can verify that you are removing the correct phone.
Tip:
Be sure to record the port assignment for this jack in case
you want to use it again later.
12. If this is the correct phone, press ENTER.
The system responds with command successfully
completed.
If the system responds with an error message, the phone is
busy or still belongs to a group. Press CANCEL to stop the
request, correct the problem, and enter remove station
1234 again.
13. Remove the extension from voice mail service if the
extension has a voice mailbox.
14. Type save translations and press RETURN to save your
changes.
Note that you do not need to delete the extension from coverage
paths. The system automatically adjusts coverage paths to
eliminate the extension.
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 phone.
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Issue 4 May 2002
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Managing features
Changing feature parameters
You can modify the system parameters that are associated with
some of the system features. For example, you can use the system
parameters to allow music to play if callers are on hold or to
allow trunk-to-trunk transfers on the system.
NOTE:
You can find most of the system-wide parameters on the
Feature-Related System Parameters screen. However, if you have
DEFINITY ECS R6.3.1 or later, some parameters have moved to
new screens, such as the System Parameters Call Coverage/Call
Forwarding screen.
Generally, Avaya sets your system parameters when your system
is installed. However, you can change these parameters as your
organization’s needs change. For example, let’s say that your
company uses call park, where a call can be put on hold and
picked up from any other telephone within the system. You need
to change the time limit for parked calls from 10 to 5 minutes.
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Issue 4 May 2002
37
features
This section explains how to administer some of the major
MultiVantage™ features. It provides instructions for changing
feature parameters, using abbreviated dialing, creating pickup
groups, setting up call forwarding, defining coverage paths, and
administering bridged call appearances.
Managing features
To change the time limit for parked calls:
1. Type change system-parameters features and press
RETURN.
The Feature-Related System Parameters screen appears.
FEATURE-RELATED SYSTEM PARAMETERS
Self Station Display Enabled? n
Trunk-to-Trunk Transfer? none
Automatic Callback - No Answer Timeout Interval (rings): 3
Call Park Timeout Interval (minutes): 5
Off-Premises Tone Detect Timeout Interval (seconds): 20
AAR/ARS Dial Tone Required? y
Music (or Silence) On Transferred Trunk Calls: no
DID/Tie/ISDN Intercept Treatment: attd
Messaging Service Adjunct (MSA) Connected? n
Internal Auto-Answer for Attd-Extended/Transferred Calls? transferred
Automatic Circuit Assurance (ACA) Enabled? n
Abbreviated Dial Programming by Assigned Lists? n
Auto Abbreviated/Delayed Transition Interval (rings): 2
Protocol for Caller ID Analog Terminals: Bellcore
Display Calling Number for Room to Room Caller ID Calls? n
Feature-Related System Parameters screen
2. Type 5 in the Call Park Timeout Interval field and press
ENTER to save the change.
If a parked call is not answered within 5 minutes, the call
returns to an attendant or to the user who put the call in
park.
Refer to the Administrator’s Guide for Avaya MultiVantage™
Software for details about changing other feature-related system
parameters.
38
Issue 4 May 2002
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Setting up abbreviated dialing
Setting up abbreviated dialing
Abbreviated dialing is sometimes called speed dialing. It allows
you to dial a short code in place of an extension or phone number.
When you dial abbreviated-dialing codes or press
abbreviated-dialing buttons, you access stored numbers from
special lists. These lists can be personal (your list of numbers),
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.
features
NOTE:
Note that this section does not tell you how to administer IP
softphones or screenphones. If you need to set up an IP phone,
refer to the Administrator’s Guide for Avaya MultiVantage™
Software.
As an example, let’s define a new group list:
1. Type add abbreviated-dialing group next and press
RETURN.
The abbreviated-dialing list screen appears. In our
example, the next available group list is group 3.
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39
Managing features
ABBREVIATED DIALING LIST
Group List: 3
Size (multiple of 5): ___
Program Ext: _____
DIAL CODE
11: ________________________
12: ________________________
13: ________________________
14: ________________________
15: ________________________
Privileged? _
Abbreviated Dialing List screen
2. Enter a number (in multiples of 5) in the Size field. This
number defines the number of entries on your dialing list.
For example, if you have 8 phone numbers you want to
store in the list, type 10 in the Size field.
3. Enter the phone numbers you want to store, one for each
dial code.
Each phone number can be up to 24 digits long.
4. 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. For example, let’s set up station 4567 so it has
access to the new group list.
To give station 4567 access to the group list:
1. Type change station 4567 and press RETURN.
The station screen for extension 4567 appears.
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Issue 4 May 2002
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Setting up abbreviated dialing
2. Press NEXT PAGE to get to the Abbreviated Dialing List
fields.
STATION
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:
_______
_______
_______
_______
_______
ABBREVIATED DIALING
3
List1: group
Headset?
Speaker?
Mounting?
Cord Length:
Set Color:
List2: _________
n
n
d
0
______
List3: _________
HOT LINE DESTINATION
Abbreviated Dialing List Number (From above 1, 2 or 3): __
Dial Code: _____
features
Line Appearance: _________
Station screen (page 3)
3. Type group in any of the List fields and press RETURN.
A blank list number field appears.
4. 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.
5. 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.
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Issue 4 May 2002
41
Managing features
Creating pickup groups
A pickup group is a list of phones where each member of the
group can answer another member’s calls. For example, if you
want everyone in the payroll department to be able to answer
calls to any payroll extension (in case someone is away from their
desk), create a pickup group that contains all of the payroll
extensions. Members of a pickup group should be located in the
same area so that they can hear when the other extensions in the
group ring.
Note that each extension may belong to only one pickup group.
Also, the maximum number of pickup groups may be limited by
your system configuration.
To create a pickup group:
1. Type add pickup-group next and press RETURN.
The Pickup Group screen appears. The system selects the
next Group Number for the new pickup group.
2. Enter the extension of each group member.
Up to 50 extensions can belong to one group.
3. Press ENTER to save your new group list.
The system automatically completes the name field when
you press ENTER to save your changes.
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Issue 4 May 2002
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Creating pickup groups
PICKUP GROUP
Group Number: __
GROUP MEMBER ASSIGNMENTS
Ext
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
Name
14:
15:
16:
17:
18:
19:
20:
21:
22:
23:
24:
25:
Ext
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
Name
Pickup Group screen
Once you define a pickup group, you can assign call-pickup
buttons for each phone in the group or you can give each member
the call-pickup feature-access code. Use the Station screen to
assign call-pickup buttons.
To allow users to answer calls that are not in their pickup group,
you may be able to use Directed Call Pickup. To allow members
of one pickup group to answer calls directed to another pickup
group, you may be able to add an extended pickup group. For
information, refer to the Administrator’s Guide for Avaya
MultiVantage™ Software.
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Issue 4 May 2002
43
features
1:
2:
3:
4:
5:
6:
7:
8:
9:
10:
11:
12:
13:
Managing features
Setting up 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
phones (or give them the feature access code for call forwarding)
so that they can easily forward calls. You use the station screen to
assign the cos and any call-forwarding buttons.
Within each class of service, you can determine whether the users
in that cos have the following call forwarding features:
■
Call Forwarding All Calls — allows users to redirect all
incoming calls to an extension, attendant, or external
phone number.
■
Call Forwarding Busy/Don’t Answer — allows users to
redirect calls only if their extensions are busy or they do
not answer.
■
Call Fwd-Off Net — 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 then, if the call is not answered, redirect
to the forwarding number, set this parameter to 4. Note that this
parameter also affects call coverage, so a call rings 4 times at
each coverage point.
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Creating coverage paths
You also can use the System Parameters Call Coverage/Call
Forwarding screen to determine whether the forwarded-to phone
can override call forwarding to allow calls to the forwarded-from
phone (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 Call Forward
Override is set to yes.
To determine which extensions have call forwarding activated:
1. Type list call-forwarding and press RETURN.
features
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.
Creating coverage paths
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 phones. You can define where incoming calls go if they are
not answered and in what order they reroute to other locations.
For example, you can define coverage to ring the called phone,
then move to a receptionist if the call is not answered, and finally
access a voice mailbox if the receptionist is not available.
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45
Managing features
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. (If you
have an older system, you may have only 3 answering positions.)
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 phones can
use the same coverage as internal calls to phones with Do Not
Disturb active.
To create a coverage path:
1. Type add coverage path next and press RETURN.
The system displays the next undefined coverage path in
the sequence of coverage paths. Our example shows
coverage path number 2.
2. Type a coverage path number in the Next Path field.
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.
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Creating coverage paths
COVERAGE PATH
Coverage Path Number: 2
Next Path Number: ____
COVERAGE CRITERIA
Station/Group Status
Active?
Busy?
Don’t Answer?
All?
DND/SAC/Goto Cover?
Inside Call
n
y
y
n
y
Hunt after Coverage? n
Linkage:
Outside Call
n
y
y
Number of Rings: 2
n
y
COVERAGE POINTS
features
Terminate to Coverage Pts. with Bridged Appearance? __
Point1: ____
Point2: ____
Point3: ____
Point4: ____
Point5: ____
Point6: ____
Coverage Path screen
3. 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
for a busy phone, 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 buttons are pressed or
feature-access codes are dialed.
4. Fill in the Point fields with the extensions you want for
coverage points.
Each coverage point can be an extension, hunt group,
coverage answer group, remote number, vdn, or attendant.
5. Press ENTER to save your changes.
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47
Managing features
Now assign the new coverage path to a user. For example, let’s
assign this new coverage path to extension 2054:
1. Type change station 2054 and press RETURN.
The station screen for extension 2054 appears.
2. 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.
3. Press 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.
Defining time-of-day coverage
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’s 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.
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Creating coverage paths
To set up a time-of-day coverage plan that redirects calls for our
example above:
1. Type add coverage time-of-day next and press RETURN.
The system displays the Time of Day Coverage Table 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.
features
2. To define your coverage plan, enter the time of day and
path number for each day of the week and period of time.
TIME OF DAY COVERAGE TABLE
Sun
Mon
Tue
Wed
Thu
Fri
Sat
Act
Time
00:00
00:00
00:00
00:00
00:00
00:00
00:00
CVG
PATH
3
3
3
3
3
3
3
Act
Time
__:__
08:00
08:00
08:00
08:00
08:00
__:__
CVG
PATH
_
1
1
1
1
1
_
Act
Time
__:__
17:30
17:30
17:30
17:30
17:30
__:__
CVG
PATH
_
2
2
2
2
2
_
Act
Time
__:__
20:00
20:00
20:00
20:00
20:00
__:__
CVG
PATH
_
3
3
3
3
3
_
Act
Time
__:__
__:__
__:__
__:__
__:__
__:__
__:__
CVG
PATH
_
_
_
_
_
_
_
Time of Day Coverage Table screen
Enter time in a 24-hour format from the earliest to the
latest. For this example, assume that coverage path 1 goes
to the coworker, path 2 to the home, and path 3 to voice
mail.
Define your path for the full 24 hours 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.
3. Press ENTER to save your changes.
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49
Managing features
Now assign the time-of-day coverage to a user. For example, we
use extension 2054:
1. Type change station 2054 and press RETURN.
The station screen for extension 2054 appears.
2. Move your cursor to Coverage Path 1 and type t plus the
number of the Time of Day Coverage Table.
3. Press 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
You can create a coverage answer group so that up to eight
phones simultaneously ring when calls cover to the group.
Anyone in the answer group can answer the incoming call.
To add a coverage answer group:
1. Type add coverage answer-group next and press
RETURN.
The Coverage Answer Group screen appears.
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Creating coverage paths
COVERAGE ANSWER GROUP
Group Number: ____
Group Name: COVERAGE_GROUP_
GROUP MEMBER ASSIGNMENTS
Ext Name (first 26 characters)
1: ____
2: ____
3: ____
4: ____
5:
6:
7:
8:
Ext Name (first 26 characters)
____
____
____
____
2. In the Group Name field, enter a name to identify the
coverage group.
3. In the Ext field, type the extensions of each group member.
4. Press ENTER to save you new group list.
The system automatically completes the Name field when
you press ENTER.
Defining coverage for calls redirected to
external numbers
You can administer the system to allow calls in coverage to
redirect to off-net (external) or public-network numbers.
Some systems allow you to send a call to an external phone, but
do not monitor the call once it leaves your system. With this
remote call coverage, make the external number the last coverage
point in a path.
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features
Coverage Answer Group screen
Managing features
With newer systems you may 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 phone, and if not
answered 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 phone number as a coverage point, you need to
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 (303-538-1000) to
coverage path 2, complete the following steps:
1. Type change coverage remote and press RETURN.
The Remote Call Coverage Table appears.
2. Type 93035381000 in one of the remote code fields.
If you use a digit to get outside of your network, you need
to add the digit before the external number. In this
example, the system requires a ‘9’ to place outside calls.
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Creating coverage paths
93035381000_____
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
REMOTE
16:
17:
18:
19:
20:
21:
22:
23:
24:
25:
26:
27:
28:
29:
30:
CALL COVERAGE TABLE
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
31:
32:
33:
34:
35:
36:
37:
38:
39:
40:
41:
42:
43:
44:
45:
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
Remote Call Coverage Table screen
3. Be sure to record the remote code number you use for the
external number.
In this example, the remote code is r01.
4. Press ENTER to save your changes.
5. Type change coverage path 2 and press RETURN.
The Coverage Path screen appears.
Tip:
Before making changes, you can use display coverage sender
group 2 to determine which extensions or groups use path 2.
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53
features
01:
02:
03:
04:
05:
06:
07:
08:
09:
10:
11:
12:
13:
14:
15:
Managing features
COVERAGE PATH
Coverage Path Number: 2
Next Path Number: ____
COVERAGE CRITERIA
Station/Group Status
Active?
Busy?
Don’t Answer?
All?
DND/SAC/Goto Cover?
Inside Call
n
y
y
n
y
Hunt after Coverage? n
Linkage:
Outside Call
n
y
y
Number of Rings: 2
n
y
COVERAGE POINTS
Terminate to Coverage Pts. with Bridged Appearance? __
Point3: h77
Point1: 4104
Point2: r01
Point4: ____
Point5: ____
Point6: ____
Coverage Path screen
6. Type r01 in a coverage Point field.
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 not answered or is busy, the call redirects to the
next coverage point. In this example, the next point is
Point3 (h77 or hunt group 77).
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.
7. Press ENTER to save your changes.
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Creating coverage paths
Defining telecommuting coverage
Telecommuting access allows users to change their lead-coverage
path or call-forwarding destination no matter where they are. You
need to set up coverage paths and assign security codes before
telecommuting coverage will work.
To see if telecommuting coverage is enabled on your system,
make sure the Feature Access Codes screen contains the correct
codes.
1. Type display feature-access codes and press RETURN.
■
Change Coverage Access Code
■
Extended Call Fwd Activate Busy D/A, All, and
Deactivation
features
The Feature Access Codes screen appears. Make sure
codes are in these fields:
Telecommuters use these codes to dial into the system.
Your users can make remote changes to coverage when the Class
of Restriction (cor) screen assigned to their phones has a y in the
Can Change Coverage field. Users can make remote changes to
call forwarding when the Class of Service (cos) assigned to their
phones has a y in the Extended Forwarding All and Extended
Forwarding B/DA fields. Display the cor and cos screens with the
display command.
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55
Managing features
Make sure that Coverage Path 1 and Coverage Path 2 fields are
completed on each station screen assigned to people using
telecommuting access. The security code field on the station
screen must also be completed.
Tip:
If the security code has been assigned, a * appears in the Security
Code field on the station screen.
To allow users remote access to the system:
1. Type change telecommuting-access and press RETURN.
2. Enter the extension that you want remote users to use to
access the system.
All remote users dial this same extension.
3. Press ENTER to save your changes.
If the Telecommuting Access Extension is left blank, you disable
the feature for all users.
! SECURITY ALERT:
Invalid extensions and station security codes are logged as
security violations. See the Administrator’s Guide for Avaya
MultiVantage™ Software for information on security
violations.
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Setting up bridged call appearances
Setting up bridged call
appearances
Bridged call appearances have to be assigned to phones with
double-lamp buttons, or lights. The phone types do not need to
match, but as much consistency as possible is recommended for
all phones in a bridged group. When a call comes in on bridged
phones, the buttons assigned to the bridged appearances flash.
You can assign as many bridged appearances as there are line
appearances on the primary phone, and you can assign ringing
(alerting) to one or more of the phones.
To create a bridged call appearance:
1. Note the extension of the primary phone.
A call to this phone lights the button and, if activated, rings
at the bridged-to appearance on the secondary phone.
2. If you want to use a new phone for the bridged-to
extension, duplicate a station (see ‘‘Managing phones’’ on
page 21).
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57
features
Think of a bridged call appearance as a phone (the primary set)
with an extension (the bridged-to appearance). Both phones can
be used to call in and out and both show when a line is in use. A
call to the primary phone is bridged to a specific appearance, or
button, on the secondary phone. The secondary phone retains all
its functions, and a specific button is dedicated as the bridged-to
appearance from the primary phone.
Managing features
3. Type change station and the bridged-to extension and
press RETURN.
The station screen appears.
STATION
FEATURE OPTIONS
LWC Reception?
LWC Activation?
LWC Log External Calls?
CDR Privacy?
Redirect Notification?
Per Button Ring Control?
Bridged Call Alerting?
Active Station Ringing:
_______
_
_
_
_
_
_
______
Auto Select Any Idle Appearance?
Coverage Msg Retrieval?
Auto Answer?
Data Restriction?
Idle Appearance Preference?
_
_
____
_
_
Restrict Last Appearance? _
H.320 Conversion?
Service Link Mode:
Multimedia Mode:
MWI Served User Type:
y
Per Station CPN - Send Calling Number?
as-needed
basic
Audible Message Waiting?
______
Display Client Redirection?
Select Last Used Appearance?
Coverage After Forwarding?
Multimedia Early Answer?
IP Emergency Calls: _________
Direct IP-IP Audio Connections?
Emergency Location Ext: ________
IP Audio Hairpinning?
y
_
n
n
s
n
_
_
Station screen
4. Press NEXT PAGE until Per Button Ring Control appears
(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.
5. Move to Bridge Call Alerting.
If you want the bridged appearance to ring when a call
arrives at the primary phone, type y. Otherwise, leave the
default n.
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Setting up bridged call appearances
6. Complete the appropriate field for your phone type.
If. . .
Then. . .
your primary phone
is analog
move to the Line Appearance field
and enter abrdg-appr
your primary phone
is digital
move to the Button Assignments
field and enter brdg-appr
7. Press RETURN.
features
Btn and Ext fields appear. If Per Button Ring Control is set
to y on the digital screen, Btn, Ext, and Ring fields appear.
STATION
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:
_______
_______
_______
_______
_______
ABBREVIATED DIALING
List1: _________
Headset?
Speaker?
Mounting?
Cord Length:
Set Color:
List2: _________
n
n
d
0
______
List3: _________
HOT LINE DESTINATION
Abbreviated Dialing List Number (From above 1, 2 or 3):
Dial Code:
Line Appearance: brdg-appr
Btn:
Ext:
Station screen (analog set)
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Managing features
STATION
SITE DATA
Room:
Jack:
Cable:
Floor:
Building:
_______
_____
_____
_______
_______
Headset?
Speaker?
Mounting:
Cord Length:
Set Color:
ABBREVIATED DIALING
List1: ________
BUTTON ASSIGNMENTS
1: brdg-appr Btn:
1: brdg-appr Btn:
List2: ________
Ext:
Ext:
n
n
d
0
______
List3: ________
Ring:
Ring:
Station screen (digital set)
8. Enter the primary phone’s button number that you want to
assign as the bridged call appearance.
This button flashes when a call arrives at the primary
phone.
9. Enter the primary phone extension.
10. If the Ring field appears:
■
If you want the bridged appearance to ring when a
call arrives at the primary phone, type y.
■
If you do not want the bridged appearance to ring,
leave the default n.
11. Press ENTER to save your changes.
To see if an extension has any bridged call appearances assigned,
type list bridge and the extension, and press RETURN.
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Routing outgoing calls
This section describes how the MultiVantage™ routes outbound
calls and how you can modify call routing. It also provides
instructions for creating partitions and setting authorization
codes.
World class routing
Your system uses world class routing to direct an outgoing call.
There are two types of routing:
■
Automatic Alternate Routing (AAR) is used for calls
within your company over your own private network.
■
Automatic Route Selection (ARS) is used for calls that go
outside your company over public networks. ARS is also
used to route calls to remote company locations if you do
not have a private network.
This section describes only ARS call routing. If you do not use
ARS routing, this information does not apply to your system.
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routing
NOTE:
This information represents digit analysis information for
DEFINITY ECS R7 or later. If you have an earlier version, you
will notice somewhat different fields on your screens.
Routing outgoing calls
Understanding ARS analysis
With ARS, the switch routes outgoing calls based on the dialed
digits and the calling privileges of the caller. Your system uses an
ARS Digit Analysis Table to determine how to handle the dialed
digits and uses class of restriction (COR) and facility restriction
level (FRL) to determine the calling privileges.
Let’s look at a very simple ARS Digit Analysis Table. (Your
system likely has more defined dialed strings than our example.)
Dialed
String
1______________
1______________
1______________
10xxx__________
1800___________
2______________
3______________
4______________
5______________
6______________
7______________
8______________
911____________
976____________
ARS DIGIT ANALYSIS TABLE
Location: all
Total
Route
Call
Mn Mx
Pattern
Type
1 1
12
svcl
11 11
30
fnpa
12 23
17
intl
5 5
deny
op
11 11
30
fnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
3 3
1
emer
11 11
deny
fnpa
Percent Full:
Node
ANI
Num
Rq
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
6
ARS Digit Analysis Table screen
This Digit Analysis Table is used for all locations in this system.
The far-left column of the ARS Digit Analysis Table 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 table, and
uses the information in the matching row to determine how to
route the call.
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World class routing
Let’s say a caller places a call to 1 303 233 1000. The switch
matches the dialed digits with those in the first column of the
table. In this example, the dialed string matches the ‘1’. Then the
systems 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 (long distance) call.
Tip:
The first dialed digit for an external call is often an access code.
If ‘9’ is defined as the ARS access code, the switch drops this digit
and analyzes the remaining digits with the ARS Analysis Table.
Each time you set up a phone, you use the station screen to assign
a COR. You can create different CORs for different groups of
users. For example, you may want executives in your company to
have different calling privileges than 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 the user. Facility restriction levels are ranked
from 0–7, where 7 has the highest level of privileges.
You also assign an FRL to each route pattern preference in the
route pattern screen. When a user makes a call, the system checks
the user’s COR. The call is allowed if the caller’s FRL is higher
than or equal to the route pattern preference’s FRL.
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routing
Managing calling privileges
Routing outgoing calls
Displaying ARS analysis information
You’ll 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:
1. Type display ars analysis 1 and press RETURN.
The ARS Digit Analysis Table for dialed strings that begin
with 1 appears. Note that the switch displays only as many
dialed strings as can fit on one screen at a time.
To see all the dialed strings that are defined for your system, run
an ARS Digit Analysis report:
1. Type list ars analysis and press RETURN.
The ARS Digit Analysis Report appears. You may want to
print this report to keep in your paper records.
Modifying call routing
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
A common task for system administrators is to configure their
system to recognize new area codes or prefixes.
Tip:
If your local area code is changing or splitting, call the
MultiVantage™ helpline and have them walk you through all the
changes needed to have your system recognize the new area code.
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Modifying call routing
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.
Let’s add a new area code. When the California area code, 415,
splits and portions change to 650, you’ll 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, 3, and 5 in our example. Also, enter 10 in the Total Min and
Total Max fields (instead of 11) in step 6.
To add this non-local area code:
1. Type list ars route-chosen 14152223333 and press
RETURN.
routing
You can use any 7-digit number after 1 and the old area
code (415). We used 222-3333.
The ARS Route Chosen Report screen appears.
ARS ROUTE CHOSEN REPORT
Partitioned Group Number:
Location: 1
Dialed
String
Min
141
11
Total
Max
11
Route
Pat
Call
Type
30
fnpa
Node
Number
1
Location
all
ARS Route Chosen Report screen
2. Write down the Total Min, Total Max, Route Pat, 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.
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Routing outgoing calls
3. Type change ars analysis 1650 and press RETURN.
Enter 1 and the new area code (650). The ARS Digit
Analysis Table screen appears.
ARS DIGIT ANALYSIS TABLE
Location: all
Total
Route
Call
Mn Mx
Pattern
Type
11 11
30
fnpa
11 11
30
fnpa
11 11
2
fnpa
11 11
30
fnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
7 7
2
hnpa
3 3
1
emer
11 11
deny
hnpa
Dialed
String
1______________
167____________
1650___________
1800___________
2______________
3______________
4______________
5______________
7______________
8______________
911____________
976____________
Percent Full:
Node
ANI
Num
Rq
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
___
n
6
ARS Digit Analysis Table
4. Use the arrow keys to move to a blank Dialed String field.
If the dialed string is already defined in your system, the
cursor appears in the appropriate Dialed String field,
where you can make changes.
5. Enter 1650 in the Dialed String field.
6. 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.
7. Enter the route pattern from step 2 in the Rte Pat field.
In our example, enter 30.
8. Enter fnpa in the Call Type field.
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Modifying call routing
9. Enter the node number from step 2 in the Nd Num field.
For our example, you would leave the node number blank.
10. 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.
Using ARS to restrict outgoing calls
ARS allows you to block outgoing calls to specific dialed strings.
For example, administrators in the United States may want to
restrict users from making calls to 900 and 976 pay-per-call
numbers or calls to countries where they do not do business.
To prevent toll fraud, deny calls to countries where you do
not do business. The following countries are currently
concerns for fraudulent calling.
country
code
country
code
Colombia
57
Pakistan
92
Ivory Coast
225
Peru
51
Mali
23
Senegal
221
Nigeria
234
Yemen
967
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routing
! SECURITY ALERT:
Routing outgoing calls
To prevent callers from placing calls to Colombia (57):
1. Type change ars analysis 01157 and press RETURN.
You enter 011 (international access) and the country code
(57). The ARS Digit Analysis Table screen appears.
2. Use the arrow keys to move to a blank Dialed String field
on the right of the screen.
If the dialed string is already defined in your system, the
cursor appears in the appropriate Dialed String field. Skip
to step 5 to deny calls to this dialed string.
3. Enter 01157 in the Dialed String field.
4. Enter 10 in the Total Mn and 23 in Total Mx fields.
5. Enter den (denied) in the Rte Pat field.
6. Enter intl in the Call Type field.
7. Press ENTER to save your changes.
Overriding call restrictions
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 makes calls from a
phone 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
phone.
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Overriding call restrictions
Note that authorization codes do not override route patterns 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.
Tip:
Authorization codes are optional. To see if authorization codes
are enabled on your system, use display system-parameters
customer-options.
! SECURITY ALERT:
You should make authorization codes as long as possible to
increase the level of security. Set the length of authorization
codes on the Feature-Related System Parameters screen.
1. Type change authorization-code 4395721 and press
RETURN.
The Authorization Code - COR Mapping screen appears.
2. In the AC field, type 4395721.
3. In the COR field, enter 2.
4. Press ENTER to save your changes.
Authorization Code - COR Mapping
NOTE: 2 codes administered. Use ’list’ to display all codes.
AC
COR
9260839 3
2754609 4
________ __
________ __
________ __
AC
COR
________ __
________ __
________ __
________ __
________ __
AC
COR
________ __
________ __
________ __
________ __
________ __
AC
COR
________ __
________ __
________ __
________ __
________ __
AC
COR
________ __
________ __
________ __
________ __
________ __
AC
COR
________ __
________ __
________ __
________ __
________ __
Authorization Code - COR Mapping screen
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routing
Let’s create an authorization code 4395721with a COR of 2.
Routing outgoing calls
ARS Partitioning
Most companies want all their users to be able to make the same
calls and follow the same route patterns. However, you may find
it helpful to provide special calling permissions or restrictions to
a group of users or to particular phones.
NOTE:
If you used partitioning on a release prior to R7 and you want to
continue to use partitioning, please read this section carefully. The
process for setting up partitioning has changed significantly.
Tip:
Partitioning is an optional feature. Use display
system-parameters customer-options to see if Partitioning
is set to y and Time of Day Routing is set to n. If Time of Day
Routing is y on System Parameters Customer Options, you
specify the partition group number (PGN) on the Time of Day
Routing Plan screen. Refer to the Administrator’s Guide for
Avaya MultiVantage™ Software for more information.
You can use ARS partitioning to change the call routing plan for
up to 8 different user groups within a single MultiVantage™
system. You assign a partition group number (pgn) to each user
group and identify different call routing treatments for each pgn.
Setting up a partition group
Let’s say you allow your employees to make local, long distance,
and emergency calls. However, you have a lobby phone for
visitors and you want to allow users to make only local, toll-free,
and emergency calls from this phone.
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ARS Partitioning
To restrict the lobby phone, 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
phone.
To enable 1 800 calls for partition group 2:
1. Type list ars route-chosen 18002221000 and press
RETURN.
You can use any 7-digit number following the 1800 to
create an example of the dialed string. The ARS Route
Chosen Report for partition group 1 appears.
ARS ROUTE CHOSEN REPORT
1
Partitioned Group Number: 1
Dialed
String
1800___________________
Total
Min Max
Route
Pattern
11 11
p1___
Call
Type
fnpa
Node
Number
Location
_____
routing
Location :
all
2. 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 is 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.
3. Press CANCEL to return to the command prompt.
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Routing outgoing calls
4. Type change partition-route-table index 1 and press
RETURN.
The Partition Route Table screen appears. In our example,
partition group 1 can make 1800 calls and these calls use
route pattern 30.
Partition Routing Table
Routing Patterns
Route
Index
----1
2
3
4
5
6
7
PGN 1
----__30
____
____
____
____
____
____
PGN 2
----__30
____
____
____
____
____
____
PGN 3
----deny
____
____
____
____
____
____
PGN 4
----____
____
____
____
____
____
____
PGN 5
----____
____
____
____
____
____
____
PGN 6
----____
____
____
____
____
____
____
PGN 7
----____
____
____
____
____
____
____
PGN 8
----____
____
____
____
____
____
____
5. In the PGN2 column that corresponds to Route Index 1,
type 30 and 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 phone to a partition group
To assign an extension to a partition group, you have to first
assign the partition group to a class of restriction (COR) and then
assign that COR to the extension.
To assign a class of restriction (COR) to partition group 2.
1. Type list cor and press RETURN.
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ARS Partitioning
The Class of Restriction Information screen appears.
CLASS OF RESTRICTION INFORMATION
COR
0
1
2
3
COR Description
supervisor
telecommuting
Class of Restriction Information screen
2. Choose a COR that has not been used and press CANCEL.
In our example, select 3.
3. Type change cor 3 and press RETURN.
The Class of Restriction screen appears.
FRL:
Can Be Service Observed?
Can Be A Service Observer?
Time of Day Chart:
Priority Queuing?
Restriction Override:
Restricted Call List?
0
n
n
_
n
none
n
APLT?
Calling Party Restriction:
Called Party Restriction:
Forced Entry of Account Codes?
Direct Agent Calling?
Facility Access Trunk Test?
Can Change Coverage?
Access to MCT? y
Fully Restricted Service?
Category For MFC ANI: 7
Send ANI for MFE? n_
Add/Remove Agent Skills?
MF ANI Prefix: ______
Automatic Charge Display?
Hear System Music on Hold? y
PASTE (Display PBX Data on Phone)?
Can Be Picked Up By Directed Call Pickup?
Can Use Directed Call Pickup?
Group Controlled Restriction:
routing
CLASS OF RESTRICTION
COR Number: 3
COR Description: lobby
y
none
none
n
n
n
n
n
n
n
n
n
n
inactive
Class of Restriction screen
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Routing outgoing calls
4. Type a name for this COR in the COR Description field.
In our example, type lobby.
5. Enter 2 in the Partition Group Number field.
Tip:
The Partition Group Number field appears only when
Time of Day Routing is n on the System Parameters
Customer Options screen. Otherwise, you specify the
partition group number (PGN) on the Time of Day
Routing Plan screen. For information on Time of Day
Routing, refer to the Administrator’s Guide for Avaya
MultiVantage™ Software.
6. Press ENTER to save your changes.
Now assign COR 3 to the lobby phone at extension 1234:
1. Type change station 1234 and press RETURN.
The station screen for 1234 appears.
2. In the COR field, enter 3.
3. Press ENTER to save your changes.
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Enhancing system security
This section explains how to add and modify user logins. It also
provides an introduction to phone system security issues. It
describes possible security problems you should be aware of and
gives you instructions for detecting these problems.
Assigning and changing users
The system allows you to add or change user logins as needed.
When you want to add or change a login, remember the following
MultiVantage™ system security requirements:
■
a login must be 3 to 6 alphanumeric characters in length
■
a password must be from 4 to 11 alphanumeric characters
in length and contain at least one non-alphabetic character
Note that to create or change logins for G3V3 and later releases,
you must login as a superuser with administrative permissions.
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security
Tip:
If your organization has not yet completed the Service Agreement
Indemnity Enhancement Certification, we highly recommend that
you call the Security Hotline at the World-class Customer Service
Center (1 800 643 2353) and ask how to become certified. When
you complete this certification and administer your
MultiVantage™ system according to Avaya’s fraud prevention
requirements, Avaya will indemnify your organization for charges
associated with toll fraud.
Enhancing system security
Assigning new logins and passwords
As you work as an administrator, you may be fortunate enough to
have help administering your switch or you may want to have an
assistant make changes to the switch while you are out of the
office. In these cases, you should set up a new user in the system
and limit what this individual can do. As you’ll see, adding logins
is very easy.
Tip:
You increase system security when you choose the longest
possible password with a mix of lowercase and uppercase
numbers and letters.
The following example shows you how to add a new login called
angi3 with a password of b3stm0m.
To add this user and password, log in with a superuser ID and
complete the following steps:
1. Type add login angi3 and press RETURN.
Use the new login name as part of the add command.
The Login Administration screen appears. The Login’s
Name field shows the name you typed in the add
command; other fields contain defaults.
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Assigning and changing users
LOGIN ADMINISTRATION
Password of Login Making Change:
LOGIN BEING ADMINISTERED
Login’s Name:
Login Type:
Service Level:
Disable Following a Security Violation?
angi3
customer
non-super-user
y
Access to INADS Port? n
LOGIN’S PASSWORD INFORMATION
Login’s Password:
Reenter Login’s Password:
Password Aging Cycle Length (Days):
LOGOFF NOTIFICATION
Facility Test Call Notification? y
Remote Access Notification? y
Acknowledgment Required? y
Acknowledgment Required? y
Login Administration screen
2. Complete the following fields:
■
Password of Login Making Change
■
Login’s Password
Assign an initial password for the new login. We’ll
type in b3stm0m as part of our example. The
password does not appear on the screen as you type.
■
Re-enter Login’s Password
3. Press ENTER to save your changes.
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security
This is your password.
Enhancing system security
Setting login permissions
Once you add the new user, you should review the user’s
command permissions and modify them, if necessary.
To review command permissions for our new example login:
1. Type change permissions angi3 and press RETURN.
Use the new login name as part of the add command. The
Command Permission Categories screen appears.
COMMAND PERMISSION CATEGORIES
Login Name: angi3
COMMON COMMANDS
Display Admin. and Maint. Data? n
System Measurements? n
System Mgmt Data Transfer Only? n
ADMINISTRATION COMMANDS
Administer Stations? n
Administer Trunks? n
Additional Restrictions? n
Administer Features? n
Administer Permissions? n
MAINTENANCE COMMANDS
Maintain Stations? n
Maintain Trunks? n
Maintain System? n
Maintain Switch Circuit Packs? n
Maintain Process Circuit Packs? n
Command Permission Categories screen
2. If you want the default permissions, press CANCEL.
3. If you want to change any permissions, enter y to give the
user access or n to restrict access for each permission type.
4. Press ENTER to save your changes.
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Assigning and changing users
Changing passwords
You should change your passwords often.
Tip:
To force users to change passwords, set password aging in the
Login Administration screen.
To change the password (b3stm0m) for angi3:
1. Type change password angi3 and press RETURN.
The Password Administration screen appears.
2. Complete the following fields:
■
Password of Login Making Change
■
Login Name
■
Login’s Password
■
Reenter Login’s Password
security
This is your password that you used to login to the
session.
3. Press ENTER to save your changes.
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Enhancing system security
Changing logins
Occasionally you’ll need to change permissions for a user’s login.
For example, you may want to change a login so that the user
must change their password every 30 days (a good rule of
thumb).
To change the password aging for our new login, angi3:
1. Type change login angi3 and press RETURN.
The Login Administration screen appears with the current
information for angi3.
2. Type 30 in the Password Aging Cycle Length (Days) field.
3. Press ENTER to save your changes.
Preventing toll fraud
An important role for every administrator is to manage the
security of their phone system. You need to make every effort to
ensure that your phone system is not open to toll fraud. Toll fraud
is the unauthorized use of telephone features and services and the
theft of long distance service. When toll fraud occurs, your
company is responsible for charges.
For more information on system security and preventing toll
fraud, we recommend you obtain the BCS Products Security
Handbook and use it often, or call your Center of Excellence.
! SECURITY ALERT:
When you suspect toll fraud, call the Security Hotline
immediately (1 800 643 2353) or contact your Avaya
representative.
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Preventing toll fraud
Top 11 tips to help prevent toll fraud
You can reduce your company’s risk of toll fraud by following a
few important guidelines.
1. Protect system administration from unauthorized access.
Make sure all system administration and maintenance
logins are secure. Change your passwords frequently.
2. Deny unauthorized remote access.
If you do not use remote access, disable all its related
features. If you use remote access, require barrier codes
and set your authorization codes, if applicable, at the
maximum length. Also, change these codes frequently.
3. Restrict individual ability to make international calls.
Set up class of restriction groups to allow only certain
people to call international numbers required for your
business.
4. Protect access to information stored in voice mail.
security
Require passwords for access to voice mailboxes. Use
complicated passwords and change the passwords
regularly.
5. Deny any transfer from a voice mail system to a dial tone.
Place restrictions on the ports that allow access to and
from your voice mail system. Activate “secure transfer”
features in voice mail systems.
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Enhancing system security
6. Use system software to intelligently control call routing.
Set up your system to control how each call is handled or
routed. If possible, use time-of-day routing to limit the use
of your system during off hours.
7. Place protection on systems that ask callers to dial digits.
Restrict certain users’ access to dial tone. Restrict the digit
combinations dialed at prompts.
8. Monitor traffic and system activity for suspicious call
patterns.
Use your traffic reports and call detail records to monitor
call activity. Activate features that deny access to your
system when unauthorized attempts are detected.
9. Provide physical security for telecommunications assets.
Restrict unauthorized access to equipment rooms and wire
connection closets. Keep translation backups, system
manuals, and reports in a safe place.
10. Educate system users to recognize toll fraud activity and
react appropriately.
Train your users how to protect themselves from
inadvertent compromises to system security.
11. Monitor call traffic over vectors.
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. Refer to Avaya Products
Security Handbook or your Avaya representative for more
information.
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Using reports to detect problems
Using reports to detect problems
Call Detail Recording
Call Detail Recording (CDR) collects detailed information about
calls handled by your system. This CDR information can be sent
directly to a printer or into call accounting software. You can use
the printed CDR output or call accounting reports to monitor calls
on your system and look for possible toll fraud problems.
Review your call accounting reports or CDR output each day to
help detect possible toll fraud. When reviewing these records,
look for:
■
unusual calling patterns
■
calls to suspicious destinations, including international
calls not typical for your business
■
patterns of authorization code usage (same code used
simultaneously or high activity)
■
high numbers of “ineffective call attempts” indicating
attempts at entering invalid codes
■
undefined account codes
■
attempts to change the access code or to use an invalid
access code when using conferencing features.
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security
— numerous calls to the same number
— calls outside of normal business hours
— long calls
83
Enhancing system security
If you are unfamiliar with reading CDR printed output, you’ll
want to refer to the description of CDR in the Administrator’s
Guide for Avaya MultiVantage™ Software.
If your organization uses call accounting software to analyze your
CDR output, you probably receive formatted reports that list the
information you need to detect possible toll fraud. If you have
questions about reading your call accounting reports, refer to your
call accounting software manuals.
Security Violations Notification
You can administer Security Violations Notification so that the
system notifies you and provides reports when users enter invalid
information. You want to know about the following types of
violations, which may indicate an attempt to breach your
security:
■
login violations
■
remote access barrier code violations
■
authorization code violations
■
station security code violations
For example, let’s have the system notify us at extension 8000
when someone tries to enter more than 3 invalid authorization
codes within a 1-minute time span.
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Using reports to detect problems
To set up Security Violations Notification for our example:
1. Type change system-parameters security and press
RETURN.
The Security-Related System Parameters screen appears.
SECURITY-RELATED SYSTEM PARAMETERS
SECURITY VIOLATION NOTIFICATION PARAMETERS
SVN Login Violation Notification Enabled? n
SVN Remote Access Violation Notification Enabled? n
SVN Authorization Code Violation Notification Enabled? y
Originating Extension: _____
Referral Destination: 8000
Authorization Code Threshold: 3_
Time Interval: 0:01
Announcement Extension: _____
Security-Related System Parameters screen
Additional fields now display on the screen.
3. In the Originating Extension field, type the extension you
want the system to use to originate the call.
Use the extension of an unused non-dial station.
4. Enter 8000 in the Referral Destination field.
Use the extension you want the system to notify.
5. If the referral destination is on a different system or is a
non-display phone, fill in the Announcement Extension
field.
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security
2. In the SVN Authorization Code Violation Notification
Enabled field, type y and press RETURN.
Enhancing system security
6. Enter 3 in the Authorization Code Threshold field.
Enter the maximum number of invalid entry attempts you
want to allow.
7. Enter 0:01 (1 minute) in the Time Interval field.
Use an hour:minute format for the amount of time you
want the system to use for the monitor interval.
8. Press ENTER to save your changes.
Viewing security reports
Your system generates two types of Security Violations reports:
■
Security Violations Detail report — displays the number of
successful and failed login attempts by login ID.
■
Security Violations Summary report — displays valid and
failed access attempts, as well as security violations for
logins, authorization codes, barrier codes, and station
security codes.
To display a Security Violations Detail report and see a list of
login data:
1. Type list measurements security-violations detail and
press RETURN.
To display a Security Violations Summary report:
1. Type list measurements security-violations summary
and press RETURN.
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Using reports to detect problems
Printing security reports
You may want to keep a paper copy of a Security Violations
report to monitor security trends for a specific time period.
To print a Security Violations Summary report to the slave printer
associated with the administration terminal:
1. Type list measurements security-violations summary
print and press RETURN.
To print a Security Violations Summary report to the system
printer:
1. Type list measurements security-violations summary
schedule and press RETURN.
The system prompts whether you want to print the report
immediately or schedule to print it later.
security
2. Enter the appropriate Print Interval and press ENTER to
send the report.
Clearing security reports
Once you review the security measurement reports, you may
want to clear the current measurements and reset the Counted
Since field.
To clear measurements for security violations and reset the
counter:
1. Type clear measurements security-violations and press
RETURN.
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Enhancing system security
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Keeping records
Record keeping plays a vital role in system administration. Your
records should provide a current status of what hardware and
features are installed on your system. Your records also help you
determine which phone features are available for your users.
Whether you are the administrator of a new or existing switch,
follow your own company policy concerning keeping records.
We have included the information below only as a guide. Our list
contains different types of information for you to consider, but
you need to determine which method of record keeping works
best for you and your organization.
Paper records
A common method for keeping paper records is to print copies of
screens and reports so you have backup copies of the information
stored on your system. If you use this method, be sure to keep the
copies in a safe and easy-to-access location.
If you end a list or display command with the command print, the
system prints a paper copy of the selected list or display screen to
the slave printer associated with the administration terminal.
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records
Your MultiVantage™ switch keeps an electronic record of your
system configuration and any changes you make.
Keeping records
For example, to print a list of stations that are currently
administered on your system, complete the following steps at the
command prompt:
1. Type list station print and press RETURN.
Tip:
To print a screen or report to the system printer, end a list or
display command with the word schedule. The system then
prompts you to select to print immediately or schedule printing.
For more information about generating reports, refer to the Little
Instruction Book for advanced administration or to the Reports
for Avaya MultiVantage™ Software.
System information
You should keep current copies of each of the following system
lists in your records. If you ever need to replace information
because of a system failure, these lists help Avaya rebuild your
system.
Use the following commands to print general system lists, and
save these lists as your paper records:
■
display dialplan print — prints your dialing parameters
■
display system-parameters customer-options print —
prints the current software version and shows which
features have been enabled on your system
■
display system-parameters features print — prints the
parameter settings for features on your system
■
display feature-access-codes print — prints the current
feature access codes by feature
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Paper records
■
list configuration all print — prints your slot and port
assignments
■
list extension-type print — prints information for each
extension on your system
■
list station print — prints information for each station on
your system
■
list data print — prints information for each data module
on your system
■
list type group print — where type can be replaced with
hunt, trunk, pickup, and so on. Prints parameters for the
specified group.
■
list coverage path print — prints each defined coverage
path and each of the coverage points
In addition to the above reports, you may want to periodically
print other lists, traffic reports, or security reports to monitor the
use of your system.
You’ll probably want to keep both system and individual
extension records. To keep extension records, print a copy of the
station form for each extension.
For example, to print a station form for extension 4567:
1. Type display station 4567 print and press RETURN.
As another example, to print a station form for data module 5567:
1. Type display data 5567 print and press RETURN.
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records
Specific extension information
Keeping records
Other information
You may find that you want to keep track of information that is
not stored on the system and is specific to your company, such as:
■
switch locations and handles (names)
■
groups of extensions you’ve reserved for certain
departments or types of lines
■
login names and privileges
■
customized soft-key assignments
Basically, you can track whatever information is appropriate for
your company. And you can decide whether you want to keep just
paper copies or perhaps design a computer database to track all
your system information. It is up to you.
Remember that the better records you keep, the better able you’ll
be to solve problems, reconstruct information, and make the best
use of the features on your MultiVantage™ system.
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Preparing to contact Avaya
Preparing to contact Avaya
Do you need to call Avaya for additional information or help in
solving a problem?
If you do, please have the following information handy. This
helps the person taking your call find the answer to your question.
■
Your installation location ID (also called your IL)
(Write your IL number here for easy reference)
■
Your name
■
Your phone number (in case we need to call you back)
■
Your company’s main listed phone number
■
The task you want to accomplish, complete with all the
numbers involved in the task (for example, extensions or
phone numbers, trunk group numbers, phone types, or
report types)
records
Once you gather the information you need, refer to ‘‘How to get
help’’ on page xxiv for a list of Avaya support organizations and
their phone numbers.
Send feedback: [email protected]
Issue 4 May 2002
93
Keeping records
Notes
94
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Glossary
GL
A
Abbreviated Dialing
A feature that allows callers to place calls by dialing just one or two digits.
access code
A dial code used to activate or cancel a feature or access an outgoing trunk.
analog phone
A phone that receives acoustic voice signals and sends analog electrical
signals along the phone line.
ARS partitioning
A feature that allows you to route calls differently for different groups of
users.
attendant
A person at a console who provides personalized service for incoming callers
and voice-services users by performing switching and signaling operations.
attendant console
The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to
another extension or trunk, put a call on hold, and remove a call from hold.
Attendants using the console can also manage and monitor some system
operations.
Audio Information Exchange (AUDIX)
A fully-integrated voice-mail system. Can be used with a variety of
communications systems to provide call-history data, such as subscriber
identification and reason for redirection.
Send feedback: [email protected]
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95
Glossary
Automatic Alternate Routing (AAR)
A feature that routes calls to alternate routes when facilities are unavailable.
Automatic Call Distribution (ACD)
A feature that gives users more flexibility in routing calls to hunt group
agents. ACD also allows external measurement systems such as BCMS and
CentreVu® CMS to be used.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost route
for toll calls.
B
barrier code
A security code used with Remote Access to prevent unauthorized access.
bridge (bridging)
The appearance of a phone’s extension at one or more other phones.
bridged appearance
A call appearance on a phone that matches a call appearance on another
phone for the duration of a call.
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Glossary
C
call appearance
For the phone or attendant console, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold calls. Lights
next to the button show the status of the call appearance.
Call Detail Recording (CDR)
A feature that records call data.
Call Vectoring
A feature that allows users to provide flexible, customized call handling by
writing a series of instructions in a simple programming language.
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
centum call seconds (CCS)
A CCS is a unit for measuring call traffic. One CCS equals 100 seconds. Call
traffic for a facility, such as a hunt group or phone, is scanned every 100
seconds. If the facility is busy, it is assumed to have been busy for the entire
scan interval. There are 3600 seconds per hour, so a facility that is busy for
an entire hour will be measured as being busy for 36 CCS.
central office (CO)
The location of phone switching equipment that provides local phone service
and access to toll facilities for long-distance calling.
circuit
A channel or transmission path between two or more points.
Class of Restriction (COR)
A feature that defines call-origination and call-termination restrictions.
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97
Glossary
Class of Service (COS)
A feature that determines whether users can activate certain features.
coverage answer group
A group of phones that ring simultaneously when a call is redirected to it.
coverage path
The order in which calls are redirected to alternate phones.
coverage point
An extension designated as an alternate phone in a coverage path.
D
data module
A digital interface device between the switch and data equipment.
Direct Department Calling (DDC)
A method for distributing hunt group calls to agents. The switch searches
through all the hunt group extensions in order, starting with the first
extension. As soon as the switch finds an available extension, it connects the
call. Compare to Uniform Call Distribution (UCD).
E
Expert Agent Selection (EAS)
A feature allowing incoming calls to be routed to specialized groups of
agents within a larger pool of agents.
extension
A number by which calls are routed through a communications system.
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Glossary
external call
A connection between a communications system user and a party on the
public network or on another communications system in a private network.
F
facility
A telecommunications transmission pathway and associated equipment.
feature access code (FAC)
A code users dial to access a system feature.
feature button
A button on a phone or attendant console used to access a specific feature.
H
hunt group
A group of extensions that can simultaneously answer multiple calls to a
single phone number. When a call arrives at the group number, the switch
searches (“hunts”) for an available extension in the group and connects the
call to that extension.
I
internal call
A connection between two users on the same phone system.
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99
Glossary
M
major alarm
An indication of a component failure that requires immediate attention.
minor alarm
An indication of a component failure that could affect customer service.
multiappearance phone
A phone equipped with several call-appearance buttons allowing the user to
handle more than one call on that same extension at the same time.
P
pickup group
A group of individuals authorized to answer any call directed to an extension
within the group.
port carrier
A carrier in a cabinet containing port circuit packs, power units, and service
circuits. Also called a port cabinet.
primary extension
The main extension associated with the physical phone or data terminal.
principal
A phone that has its primary extension bridged on one or more other phones.
public network
The network that can be openly accessed by all customers for local and
long-distance calling.
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Glossary
R
redirection criteria
Information administered for each phone’s coverage path that determines
when an incoming call is redirected to coverage.
S
skill
An attribute assigned to an agent in a system using Expert Agent Selection.
An agent’s skill indicates a specialty in which the agent is proficient.
split
An ACD hunt group.
system administrator
The person who maintains overall customer responsibility for system
administration.
system printer
An optional printer that may be used to print scheduled reports via the report
scheduler.
system report
A report that provides historical traffic information for internally measured
splits.
Send feedback: [email protected]
Issue 4 May 2002
101
Glossary
T
trunk
A dedicated telecommunications channel between 2 phone systems or COs.
trunk group
Telecommunications channels assigned as a group for certain functions that
can be used interchangeably between two communications systems or COs.
U
Uniform Call Distribution (UCD)
A method for distributing hunt group calls to agents by comparing agents’
workloads. MultiVantage™ can deliver each new call to the most idle agent
(the available agent who has been idle the longest since their last hunt group
call) or to the least occupied agent (the agent who has spent the least amount
of time on hunt group calls in their current shift). Compare to Direct
Department Calling (DDC).
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each point
in a multiswitch system.
V
Vector
A set of call handling instructions for MultiVantage™ written in Avaya’s call
vectoring programming language.
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Index
Index
%
abbreviated dialing, 39
access, remote, 56
accessing the system, 5
adding
area codes, 64
extension ranges
MultiVangage™, 14
R10 or earlier, 18
feature access codes
MultiVantage™, 15
R10 or earlier, 19
phones, 21
prefixes, 64
alias, 27
announcement board circuit packs, 10
announcements, saving, 9
answering
backup, see call coverage
shared, see pickup groups
area codes, adding, 64
ARS partitioning, 70
assigning
coverage paths, 48
logins, 76
ringing, 58
attd code, 13, 17
Automatic Customer Telephone
Rearrangement (ACTR), 33
Automatic Route Selection (ARS), 61
Avaya support Web site, xxiii, xxiv
Send feedback: [email protected]
&
backup answering see call coverage
backups, translations, 9
books
how to order more copies, xxiii
bridged call appearance, 57
buttons
call appearance, 57
feature, 26
help, xx
programmed, 20
'
call appearance, 57
call coverage, 45
Call Detail Recording (CDR), 83
call forwarding, 44
calling Avaya, 93
CE marks, ix
changing
feature access codes (fac), 20
feature buttons, 29
logins, 80
paths, see call coverage
phones, 33
routing, 64
class of restriction (cor), 55
class of service (cos), 44, 55
commands
add abbreviated-dialing group, 39
add coverage path, 46
add coverage time-of-day, 49
add login, 76
add pickup-group, 42
add station, 24
change ars analysis, 66, 68
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Index
commands, (continued)
change authorization-code, 69
change coverage path, 53
change coverage remote, 52
change dialplan, 18, 19
change dialplan analysis, 14, 15
change feature-access-codes, 20
change login, 80
change password, 79
change permissions, 78
change station, 26, 40, 48, 50, 58
change system feature, 38
change system-parameters
security, 85
change telecommuting-access, 56
display coverage sender group, 48
display dialplan, 18
display dialplan analysis, 14
display feature-access codes, 55
display station, 26
display system-parameters
maintenance, 8
display time, 7
duplicate station, 26
list ars route-chosen, 65
list bridge, 60
list call-forwarding, 45
list configuration station print, 23
list configuration stations, 22
list cor, 72
list measurements
security-violations, 86
logoff, 10
save announcements, 10
save translation, 8
set time, 6
status station, 45
connecting phones, 24
cor, see class of restriction
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cos, see class of service
coverage answer group, 50
coverage paths
assigning, 48
creating, 46
remote, 51
time-of-day, 49
customizing phones, 31
(
dac, see dial access codes
data modules, 3
dates, system, 6
detecting problems, 83
dial access codes (dac), 13, 17
dial plans
adding extension ranges
MultiVangage™, 14
R10 or earlier, 18
adding feature codes
MultiVantage™, 15
R10 or earlier, 19
displaying
MultiVantage™, 14
R10 or earlier, 18
First Digit Table, 16
modifying
MultiVantage™, 14
R10 or earlier, 18
MultiVantage™, 12
R10 or earlier, 16
understanding, 11
Directed Call Pickup, 43
displaying dial plans
MultiVantage™, 14
R10 or earlier, 18
Send feedback: [email protected]
Index
)
0
electromagnetic compatibility
standards, vi
ext, see extensions
extensions, 13, 17, 23
*
Last Number Dialed, 15, 19
logging in, 5
logging off, 10
logins
assigning, 76
changing, 80
permissions, 78
requirements, 75
fac, see feature access codes
facility restriction level (FRL), 63
feature access codes (fac), 13, 17
feature buttons, 26, 29
1
+
group answering, see pickup groups
,
hardware, 1
help
buttons, xx
numbers to call, xxiv
information, system, 90
/
message line, xx
miscellaneous code, 17
modifying dial plans
MultiVantage™, 14
R10 or earlier, 18
MultiVantage™ dial plans, 12
MultiVantage™ system example, 2
3
off-net, see coverage path, remote
4
parameters, system, 37
partition group number (pgn), 70
partitioning, ARS, 70
passwords, 5, 75, 79
permanent saving, 8
permissions, login, 78
keeping records, 89
Send feedback: [email protected]
Issue 4 May 2002
105
Index
phones
adding, 21
alias, 27
analog, 4, 23, 59
changing, 33
connecting, 24
customizing, 31
digital, 4, 59
duplicate, 26
hybrid, 4
IP, 4
IP screenphone, 39
IP softphone, 21, 39
ISDN, 4
removing, 34
swapping, 33
upgrading, 32
pickup groups, 42
port address, 23
prefixes, adding, 64
problems, detecting, 83
programmed buttons, 20
6
R10 or earlier dial plans, 16
records, keeping, 89
redirecting calls, see call coverage
remote access, 56
remote coverage paths, 51
removing phones, 34
reports, security, 86
ringing, assigning, 58
routing, changing, 64
106
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7
saving
announcements, 9
permanent, 8
temporary, 8
translations, 8
screens, xix
Abbreviated Dialing List, 40
ARS Digit Analysis Table, 62, 66
ARS Route Chosen Report, 65
Authorization Code - COR
Mapping, 69
Command Permission
Categories, 78
Coverage Path, 47, 51, 54
Date and Time, 7
Dial Plan Analysis Table, 12
Dial Plan Record, 16
Duplicate Station, 27
Feature Access Codes, 55
Feature-Related System
Parameters, 38
Login Administration, 77
Pickup Group, 43
Remote Call Coverage Table, 53
Save Translation, 9
Security-Related System
Parameters, 85
Station, 25, 41, 58 to 60
System Configuration, 22
System Parameters Call
Coverage/Call Forwarding, 44
Terminal screen for login, 6
Time of Day Coverage Table, 49
Send feedback: [email protected]
Index
security
concerns, xxi
hotline, 75
passwords, 76
reports, 86
violations, 56
Security Violations Notification, 84
shared answering see pickup groups
software packages, 1
speed dialing, see abbreviated dialing
standards
electromagnetic compatibility, vi
status line, xx
swapping phones, 33
system
access, 5
parameters, 37
time and date, 6
system access terminal (SAT), 3
system information, 90
9
upgrading phones, 32
:
violations, security, 56
voice terminals, see phones
;
Web site
Avaya support, xxiii, xxiv
8
tac, see trunk access codes
telecommuting, 55
temporary saving, 8
Terminal Translation Initialization
(TTI), 33
terminal type, 5
time, system, 6
time-of-day coverage path, 49
toll fraud, xxi, 80
translations
backups, 9
saving, 8
trunk access codes (tac), 13, 17
Send feedback: [email protected]
Issue 4 May 2002
107
Index
108
Issue 4 May 2002
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We’d like your opinion.
We welcome your feedback! Please let us know what you think about this book.
Avaya MultiVantage™ Solution’s
Little Instruction Book for basic administration
555-233-756, Issue 4, May 2002
1. Please check the ways you feel we could improve this book:
❒
❒
❒
❒
Improve the overview
Improve the table of contents
Improve the organization
Add more figures
❒
❒
❒
❒
Add more examples
Add more detail
Make it more concise
Add more step-by-step procedures
Please add details about what you think. ___________________________________
______________________________________________________________________
______________________________________________________________________
2. What did you like most about this book? ____________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
3. Feel free to write additional comments.______________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________
If we may contact you concerning your comments, please complete the following:
Name:_______________________________Telephone Number: (
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__
Company/Organization______________________________________Date:_________
Address:_______________________________________________________________
______________________________________________________________________
When you have completed this form, please fax your feedback to 1 303 538 1741.
Thank you.
Helpful Avaya web sites
Do you need more information or assistance? Try these web sites!
Avaya main site
Check here often to see what’s new at Avaya!
http://www.avaya.com/
Avaya Customer Support
Use this site to find answers to questions, review maintenance
tickets, or to get the latest version of this book.
http://www.avaya.com/support/
MultiVantage™ site
Go here to offer suggestions for what you would change if you
were in charge of updating MultiVantage™.
http://www1.avaya.com/enterprise/sig/develop/
International Alliance of Avaya Users site
This organization was formerly known as the International
MultiVantage™ Users group. Use this site to find more users, just
like you!
http://www.indug.org/
TELL US WHAT YOU THINK
email: [email protected]
fax:
303-538-1741
write: Avaya Product Documentation
Rm B3-H13, 1300 W. 120th Avenue, Denver, CO 80234
s 'noituloS MTegatnaVitluM MTayavA
elttiL
noitcurtsnI
kooB
noitartsinimda cisab rof
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Why this new book?
You’ve told us that you want step-by-step instructions on everyday
administration tasks for your MultiVantage™ system, and we’ve been listening.
This book contains the information you need for basic telephone system
administration.
AvayaTM MultiVantageTM Solution' s
Little
Instruction
Book
for advanced administration
555-233-757
Issue 4
May 2002
'LIGOPMWXJSVEHHMRKERI[TLSRIYWIV
Use this checklist to ensure each user’s information is complete and
accurate for all of your company’s applications.
Add new user information to your:
❏
❏
❏
❏
❏
❏
❏
switch (specify location, if you have more than one)
voice messaging system
special groups:
— coverage path groups
— hunt groups
— pick-up groups
— other groups:
call management system (CMS, BCMS)
other company databases:
__________________________________________________
__________________________________________________
'LIGOPMWXJSVVIQSZMRKEYWIV
You may need to delete a user’s messages from your messaging
system before you remove the user from your switch. To keep the
mailbox, set the station port to ‘X’ when the user leaves.
Delete user information from your:
❏
❏
❏
❏
❏
❏
❏
switch (specify location, if you have more than one)
voice messaging system
special groups: (use list usage ext to find all references to this user)
— coverage path groups
— hunt groups
— pick-up groups
— other groups:
call management system (CMS, BCMS)
other company databases:
__________________________________________________
__________________________________________________
Credits
Patrons
Curtis Weeks
Supporters
Ed Cote, Randy Fox, Jerry Peel,
Pam McDonnell
Writers
Renee Getter, Cindy Bittner,
Greta Cleary, Kim Livingston,
Jay Winstead
Graphics
Laurie King, Karen Consigny
Production
Deborah Kurtright
Contributors
Cathi Schramm, Robert Plant,
John O’Keefe
Web/CD Production Ellen Heffington
Special Thanks to Kim Santich — Customer Champion;
Steven Gaipa —Marketing; Rick Thompson — MultiVantage™
User Group; Doug Schneider, Marcia Bubeck, Barry Bunch,
Dan Selvig, and Pat Dolphin — MultiVantage™ Helpline;
Sherilyn McDaniel, Norma Kugler, and Dorothy Quintana —
Avaya Switch Administrators
NOTE:
Please note: Many of these individuals are no longer in the positions listed here.
However, we continue to credit them because they were instrumental in the
creation and success of this book.
Copyright 2002, Avaya Inc.
All Rights Reserved
Notice
Every effort was made to ensure that the information in this document was complete and accurate at the time of
printing. However, information is subject to change.
Preventing Toll Fraud
“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's
behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud
occurs, it can result in substantial additional charges for your telecommunications services.
Avaya Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need technical assistance or support, in the
United States and Canada, call the Technical Service Center's Toll Fraud Intervention Hotline at
1-800-643-2353.
How to Get Help
For additional support telephone numbers, go to the Avaya Web site:
http://www.avaya.com/support/
If you are:
• Within the United States, click Escalation Lists, which includes escalation phone numbers within the
USA.
• Outside the United States, click Escalation Lists then click Global Escalation List, which includes
phone numbers for the regional Centers of Excellence.
Providing Telecommunications Security
Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of
intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications
equipment by some party.
Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/
video equipment that could be accessed via this Avaya product (that is, “networked equipment”).
An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or is not working on your
company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:
• Utilization (of capabilities special to the accessed equipment)
• Theft (such as, of intellectual property, financial assets, or toll-facility access)
• Eavesdropping (privacy invasions to humans)
• Mischief (troubling, but apparently innocuous, tampering)
• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked
equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your
company (including but not limited to, human/data privacy, intellectual property, material assets, financial
resources, labor costs, and/or legal costs).
Responsibility for Your Company’s Telecommunications Security
The final responsibility for securing both this system and its networked equipment rests with you - Avaya’s
customer system administrator, your telecommunications peers, and your managers. Base the fulfillment of
your responsibility on acquired knowledge and resources from a variety of sources including but not limited
to:
• Installation documents
• System administration documents
• Security documents
• Hardware-/software-based security tools
• Shared information between you and your peers
• Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and your peers should carefully program
and configure:
• Your Avaya-provided telecommunications systems and their interfaces
• Your Avaya-provided software applications, as well as their underlying hardware/software platforms
and interfaces
• Any other equipment networked to your Avaya products.
Voice over Internet Protocol (VoIP)
If the equipment supports Voice over Internet Protocol (VoIP) facilities, you may experience certain compromises in performance, reliability and security, even when the equipment performs as warranted. These compromises may become more acute if you fail to follow Avaya's recommendations for configuration, operation
and use of the equipment. YOU ACKNOWLEDGE THAT YOU ARE AWARE OF THESE RISKS AND
THAT YOU HAVE DETERMINED THEY ARE ACCEPTABLE FOR YOUR APPLICATION OF THE
EQUIPMENT. YOU ALSO ACKNOWLEDGE THAT, UNLESS EXPRESSLY PROVIDED IN ANOTHER
AGREEMENT, YOU ARE SOLELY RESPONSIBLE FOR (1) ENSURING THAT YOUR NETWORKS
AND SYSTEMS ARE ADEQUATELY SECURED AGAINST UNAUTHORIZED INTRUSION AND (2)
BACKING UP YOUR DATA AND FILES.
Standards Compliance
Avaya Inc. is not responsible for any radio or television interference caused by unauthorized modifications of
this equipment or the substitution or attachment of connecting cables and equipment other than those specified
by Avaya Inc. The correction of interference caused by such unauthorized modifications, substitution or
attachment will be the responsibility of the user. Pursuant to Part 15 of the Federal Communications Commission (FCC) Rules, the user is cautioned that changes or modifications not expressly approved by Avaya Inc.
could void the user’s authority to operate this equipment.
The equipment described in this manual complies with standards of the following organizations and laws, as
applicable:
• Australian Communications Agency (ACA)
• American National Standards Institute (ANSI)
• Canadian Standards Association (CSA)
• Committee for European Electrotechnical Standardization (CENELEC) – European Norms (EN’s)
• Digital Private Network Signaling System (DPNSS)
• European Computer Manufacturers Association (ECMA)
•
•
•
•
•
•
•
•
•
European Telecommunications Standards Institute (ETSI)
FCC Rules Parts 15 and 68
International Electrotechnical Commission (IEC)
International Special Committee on Radio Interference (CISPR)
International Telecommunications Union - Telephony (ITU-T)
ISDN PBX Network Specification (IPNS)
National ISDN-1
National ISDN-2
Underwriters Laboratories (UL)
Product Safety Standards
This product complies with and conforms to the following international Product Safety standards as applicable:
Safety of Information Technology Equipment, IEC 60950, 3rd Edition including all relevant national deviations as listed in Compliance with IEC for Electrical Equipment (IECEE) CB-96A.
Safety of Laser products, equipment classification and requirements:
• IEC 60825-1, 1.1 Edition
• Safety of Information Technology Equipment, CAN/CSA-C22.2 No. 60950-00 / UL 60950, 3rd Edition
• Safety Requirements for Customer Equipment, ACA Technical Standard (TS) 001 - 1997
• One or more of the following Mexican national standards, as applicable: NOM 001 SCFI 1993, NOM
SCFI 016 1993, NOM 019 SCFI 1998
Electromagnetic Compatibility (EMC) Standards
This product complies with and conforms to the following international EMC standards and all relevant
national deviations:
Limits and Methods of Measurement of Radio Interference of Information Technology Equipment, CISPR
22:1997 and EN55022:1998.
Information Technology Equipment – Immunity Characteristics – Limits and Methods of Measurement,
CISPR 24:1997 and EN55024:1998, including:
• Electrostatic Discharge (ESD) IEC 61000-4-2
• Radiated Immunity IEC 61000-4-3
• Electrical Fast Transient IEC 61000-4-4
• Lightning Effects IEC 61000-4-5
• Conducted Immunity IEC 61000-4-6
• Mains Frequency Magnetic Field IEC 61000-4-8
• Voltage Dips and Variations IEC 61000-4-11
• Powerline Harmonics IEC 61000-3-2
• Voltage Fluctuations and Flicker IEC 61000-3-3
Federal Communications Commission Statement
Part 15:
Note: This equipment has been tested and found to comply with the limits for a Class A digital device,
pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection
against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications.
Operation of this equipment in a residential area is likely to cause harmful interference in which case
the user will be required to correct the interference at his own expense.
Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not
provide proper answer-supervision signaling is in violation of Part 68 rules. This equipment returns answersupervision signals to the public switched network when:
• answered by the called station,
• answered by the attendant, or
• routed to a recorded announcement that can be administered by the customer premises equipment (CPE)
user.
This equipment returns answer-supervision signals on all direct inward dialed (DID) calls forwarded back to
the public switched telephone network. Permissible exceptions are:
• A call is unanswered.
• A busy tone is received.
• A reorder tone is received.
Avaya attests that this registered equipment is capable of providing users access to interstate providers of operator services through the use of access codes. Modification of this equipment by call aggregators to block
access dialing codes is a violation of the Telephone Operator Consumers Act of 1990.
This equipment complies with Part 68 of the FCC Rules. On the rear of this equipment is a label that contains,
among other information, the FCC registration number and ringer equivalence number (REN) for this equipment. If requested, this information must be provided to the telephone company.
The REN is used to determine the quantity of devices which may be connected to the telephone line. Excessive
RENs on the telephone line may result in devices not ringing in response to an incoming call. In most, but not
all areas, the sum of RENs should not exceed 5.0. To be certain of the number of devices that may be connected to a line, as determined by the total RENs, contact the local telephone company.
REN is not required for some types of analog or digital facilities.
Means of Connection
Connection of this equipment to the telephone network is shown in the following table.
Manufacturer’s Port
Identifier
FIC Code
SOC/REN/ Network
A.S. Code Jacks
Off/On premises station
OL13C
9.0F
RJ2GX,
RJ21X,
RJ11C
DID trunk
02RV2-T
0.0B
RJ2GX,
RJ21X
CO trunk
02GS2
0.3A
RJ21X
CO trunk
02LS2
0.3A
RJ21X
Tie trunk
TL31M
9.0F
RJ2GX
Basic Rate Interface
02IS5
6.0F, 6.0Y
1.544 digital interface
04DU9-BN, 6.0F
1KN, 1SN
RJ48C,
RJ48M
120A2 channel service unit
04DU9-DN 6.0Y
RJ48C
RJ49C
If the terminal equipment (for example, the MultiVantageTM Solution equipment) causes harm to the telephone
network, the telephone company will notify you in advance that temporary discontinuance of service may be
required. But if advance notice is not practical, the telephone company will notify the customer as soon as possible. Also, you will be advised of your right to file a complaint with the FCC if you believe it is necessary.
The telephone company may make changes in its facilities, equipment, operations or procedures that could
affect the operation of the equipment. If this happens, the telephone company will provide advance notice in
order for you to make necessary modifications to maintain uninterrupted service.
If trouble is experienced with this equipment, for repair or warranty information, please contact the Technical
Service Center at 1-800-242-2121 or contact your local Avaya representative. If the equipment is causing harm
to the telephone network, the telephone company may request that you disconnect the equipment until the
problem is resolved.
It is recommended that repairs be performed by Avaya certified technicians.
The equipment cannot be used on public coin phone service provided by the telephone company. Connection
to party line service is subject to state tariffs. Contact the state public utility commission, public service commission or corporation commission for information.
This equipment, if it uses a telephone receiver, is hearing aid compatible.
Canadian Department of Communications (DOC) Interference Information
This Class A digital apparatus complies with Canadian ICES-003.
Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada.
This digital apparatus does not exceed Class A limits for radio noise emission set out in the radio interference
regulation of the Canadian Department of Communications.
Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux
appareils manicures de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le
ministére des Communications du Canada.
This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications. This is
confirmed by the registration number. The abbreviation, IC, before the registration number signifies that registration was performed based on a Declaration of Conformity indicating that Industry Canada technical specifications were met. It does not imply that Industry Canada approved the equipment.
DECLARATIONS OF CONFORMITY
United States FCC Part 68 Supplier’s Declaration of Conformity (SDoC)
Avaya Inc. in the United States of America hereby certifies that the equipment described in this document and
bearing a TIA TSB-168 label identification number complies with the FCC’s Rules and Regulations 47 CFR
Part 68, and the Administrative Council on Terminal Attachments (ACTA) adopted technical criteria.
Avaya further asserts that Avaya handset-equipped terminal equipment described in this document complies
with Paragraph 68.316 of the FCC Rules and Regulations defining Hearing Aid Compatibility and is deemed
compatible with hearing aids.
Copies of SDoCs signed by the Responsible Party in the U. S. can be obtained by contacting your local sales
representative and are available on the following Web site:
http://support.avaya.com/elmodocs2/DoC/SDoC/index.jhtml/
All MultiVantageTM system products are compliant with FCC Part 68, but many have been registered with the
FCC before the SDoC process was available. A list of all Avaya registered products may be found at:
http://www.part68.org/
by conducting a search using “Avaya” as manufacturer.
European Union Declarations of Conformity
Avaya Inc. declares that the equipment specified in this document bearing the “CE” (Conformité Europeénne)
mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive (1999/5/
EC), including the Electromagnetic Compatibility Directive (89/336/EEC) and Low Voltage Directive (73/23/
EEC). This equipment has been certified to meet CTR3 Basic Rate Interface (BRI) and CTR4 Primary Rate
Interface (PRI) and subsets thereof in CTR12 and CTR13, as applicable.
Copies of these Declarations of Conformity (DoCs) signed by the Vice President of MultiVantageTM Solutions
research and development, Avaya Inc., can be obtained by contacting your local sales representative and are
available on the following Web site:
http://support.avaya.com/elmodocs2/DoC/IDoC/index.jhtml/
Japan
This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance
may occur, in which case, the user may be required to take corrective actions.
Network Connections
Digital Connections - The equipment described in this document can be connected to the network digital interfaces throughout the European Union.
Analogue Connections - The equipment described in this document can be connected to the network analogue
interfaces throughout the following member states:
Belgium
Germany Luxembourg
Netherlands
Spain
United Kingdom
LASER Product
The equipment described in this document may contain Class 1 LASER Device(s) if single-mode fiber-optic
cable is connected to a remote expansion port network (EPN). The LASER devices operate within the following parameters:
• Maximum power output –5 dBm to -8 dBm
• Center Wavelength 1310 nm to 1360 nm
• CLASS 1 LASER PRODUCT IEC 60825-1: 1998
Use of controls or adjustments or performance of procedures other than those specified herein may result in
hazardous radiation exposure. Contact your Avaya representative for more laser product information.
To order copies of this and other documents:
Call:
Avaya Publications Center
Voice 1.800.457.1235 or 1.410.568.3680
FAX 1.800.457.1764 or 1.410.891.0207
Write:
Globalware Solutions
200 Ward Hill Avenue
Haverhill, MA 01835 USA
Attention: Avaya Account Management
E-mail: [email protected]
Contents
;IPGSQI
■
■
■
■
■
■
■
■
■
■
■
Why another instruction book?
We wrote this book for you!
What information is in this book?
How to use this book
Security concerns
Trademarks and service marks
Related books
Tell us what you think!
How to get this book on the web
How to order more copies
How to get help
xv
xv
xvi
xvii
xix
xx
xx
xxi
xxi
xxii
xxiii
1EREKMRKXVYROW
■
■
Understanding trunks
Adding trunk groups
1
4
7IXXMRKYTRMKLXWIVZMGI
■
■
■
Setting up night service for hunt groups
Setting up night station service
Setting up trunk group night service
Send feedback: [email protected]
10
11
13
Issue 4 May 2002
xi
Contents
■
■
Setting trunk answer from any station
How do night service types interact?
15
17
1EREKMRKERRSYRGIQIRXW
■
■
■
■
■
■
What is an announcement?
Adding announcements
Voice Announcement over LAN (VAL)
Recording announcements
Deleting announcements
Backing up your announcements
VAL Manager
19
20
20
22
25
26
27
1EREKMRKLYRXKVSYTW
■
■
■
What are hunt groups?
Setting up hunt groups
Setting up a queue
Adding hunt group announcements
Call distribution methods
Send feedback: [email protected]
29
30
33
35
37
Issue 4 May 2002
xii
Contents
1EREKMRKZIGXSVWERH:(2W
■
■
■
What are vectors?
Writing vectors
Allowing callers to leave a message
Inserting a step
Deleting a step
Diagnosing a vector problem
Vector Directory Numbers
Meet-me Conference
Verifying the customer options
Setting up a Meet-me Conference VDN
Creating a Meet-me Conference vector
Options for vector steps
Disabling Meet-me Conference
40
40
45
49
50
51
52
55
55
56
57
60
62
9WMRKVITSVXW
■
■
Using report scheduler
Setting printer parameters
Scheduling and printing reports
Listing scheduled reports
Changing scheduled reports
Removing scheduled reports
Analyzing report data
Send feedback: [email protected]
63
63
65
66
67
68
69
Issue 4 May 2002
xiii
Contents
■
■
■
■
Using attendant reports
Measuring attendant group traffic
Measuring individual attendant performance
Measuring attendant group performance
Trunk group reports
Summary of trunk group activity
Hourly trunk group activity
Out-of-service trunks
Current trunk group status
Least used trunks
Measuring call center performance
What should I measure?
How many people can use switch reports?
Viewing hunt group reports
Using security reports
69
70
71
71
72
72
73
74
75
75
76
76
77
78
79
9RHIVWXERHMRKGEPPGIRXIVW
■
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■
xiv
What is a call center?
Planning a call center
Setting up the call flow
Testing the system
Monitoring your call center
Viewing system capacity
Understanding Automatic Call Distribution
Enhancing an ACD system
Selecting a call management system
Issue 4 May 2002
81
82
83
85
86
87
87
88
89
Send feedback: [email protected]
Contents
+PSWWEV]
-RHI\
,IPTJYP%ZE]E'YWXSQIV'EXEPSKW
Send feedback: [email protected]
-RWMHIFEGOGSZIV
Issue 4 May 2002
xv
Contents
xvi
Issue 4 May 2002
Send feedback: [email protected]
Welcome
;L]ERSXLIVMRWXVYGXMSRFSSO#
You’ve told us that you want more step-by-step instructions on
administration tasks for your MultiVantage™ system. Here they
are! This book contains instructions for completing tasks that
were not covered in the Avaya MultiVantage™ System’s Little
Instruction Book for basic administration. Some steps may vary a
bit between the different versions of MultiVantage™, but the
instructions provided will help you through the more advanced
operations.
;I[VSXIXLMWFSSOJSV]SY
Use this book if you are a MultiVantage™ system administrator.
Mark it up, make notes in it, and use it daily. If you are a new
administrator taking over the position from someone else or if
you simply want to refresh your memory, this book is for you.
Send feedback: [email protected]
Issue 4 May 2002
xvii
Welcome
;LEXMRJSVQEXMSRMWMRXLMWFSSO#
The Little Instruction Book for advanced administration is
divided into sections to help you find information about advanced
topics.
Managing trunks describes the different types of trunks and how
to add a trunk group.
Setting up night service explains how to set up night service and
explains how different types of night service work together.
Managing announcements explains how to add, record, change,
delete, and back up announcements.
Managing hunt groups describes how to set up hunt groups. It
explains how calls to a hunt group are handled and shows you
different call distribution methods.
Managing vectors and VDNs provides an overview of vectors
and Vector Directory Numbers (VDN). It gives you basic
instructions for writing simple vectors.
Using reports describes how to generate, list, print, and schedule
some of the basic reports on your MultiVantage™ system. It also
explains when to use some common reports and how to interpret
the report information.
Understanding call centers gives an overview of call centers. It
shows how to set up a simple inbound call center and lists things
to consider as you plan and design your center.
xviii
Issue 4 May 2002
Send feedback: [email protected]
How to use this book
,S[XSYWIXLMWFSSO
Become familiar with the following terms, procedures, and
conventions. They help you use this book with your telephone
system and its software.
■
To “move” to a certain field, you can use the TAB key,
arrows, or the RETURN key.
■
A “screen” is a screen form displayed on the terminal
monitor.
■
In this book we always use the term phone; other Avaya
books may refer to phones as voice terminals.
■
If you use terminal emulation software, you need to
determine which keys correspond to ENTER, RETURN,
CANCEL, HELP, NEXT PAGE, etc.
■
Commands are printed in bold face as follows: command.
■
Keys and buttons are printed as follows: KEY.
■
Screen displays are printed in constant width as follows:
screen display.
■
Variables are printed in bold face italics as follows:
variable.
■
We show complete commands in this book, but you can
always use an abbreviated version of the command. For
example, list configuration station can be entered as list
config sta.
Send feedback: [email protected]
Issue 4 May 2002
xix
Welcome
■
We show commands and screens from the newest
MultiVantage™ telephone system and refer to the most
recently released books. Please substitute the appropriate
commands for your system (if necessary) and refer to the
manuals you have on hand.
■
If you need help constructing a command or completing a
field entry, remember to use HELP.
— When you press HELP at any point on the command line,
a list of available commands appears.
— When you press HELP with your cursor in a field on a
screen, a list of valid entries for that field appears.
■
The status line or message line is near the bottom of your
monitor display. This is where the system displays
messages for you. Check the message line to see how the
system responds to your input. Write down the message if
you need to call our helpline.
■
When a procedure requires you to press ENTER to save
your changes, the screen you were working on clears and
the cursor returns to the command prompt. The message
line shows “command successfully completed” to
indicate that the system accepted your changes.
You may see the following icons in this book:
Tip:
Draws attention to information that you may find helpful.
NOTE:
Draws attention to information.
xx
Issue 4 May 2002
Send feedback: [email protected]
Security concerns
! CAUTION:
Denotes possible harm to software, possible loss of data, or
possible service interruptions.
! SECURITY ALERT:
Indicates when system administration may leave your
system open to toll fraud.
7IGYVMX]GSRGIVRW
Toll fraud is the theft of long distance service. When toll fraud
occurs, your company is responsible for charges. However,
Avaya will indemnify your organization for toll fraud charges
when you complete the Service Agreement Indemnity
Enhancement Certification.
Call the Avaya Security Hotline at 1 800 643 2353 or contact
your Avaya representative for more information. Refer to the
Avaya Security Handbook for tips on how to prevent toll fraud.
Send feedback: [email protected]
Issue 4 May 2002
xxi
Welcome
8VEHIQEVOWERHWIVZMGIQEVOW
The following are registered trademarks of Avaya:
■
AUDIX®
■
DEFINITY®
■
Intuity™
■
Magic On Hold®
MultiVantage™
■
BCMS Vu®
Callmaster®
■
Centre Vu®
■
■
CONVERSANT®
■
■
Acrobat® is a registered trademark of Adobe Systems
Incorporated.
6IPEXIHFSSOW
The Avaya MultiVantage™ Little Instruction Book for basic
administration and the Avaya MultiVantage™ Little Instruction
Book for basic diagnostics are companions of this book. We
suggest you use them often.
The Administrator’s Guide for Avaya MultiVantage™ Software
explains system features and interactions in detail. Please note
that prior to April 1997, this same information was in two
separate books: the DEFINITY Implementation and the
DEFINITY Feature Description books.
We also refer to the Overview for Avaya MultiVantage™
Software, Reports for Avaya MultiVantage™ Software, and the
Avaya Security Handbook.
xxii
Issue 4 May 2002
Send feedback: [email protected]
Tell us what you think!
8IPPYW[LEX]SYXLMRO
Let us know what you like or don’t like about this book. Although
we can’t respond personally to all your feedback, we promise we
will read each response we receive.
Write to us at: Avaya
Product Documentation Group
Room 22-2G12
1200 W. 120th Avenue
Denver, CO 80234 USA
Fax to:
1 303 538 1741
Send email to: [email protected]
,S[XSKIXXLMWFSSOSRXLI[IF
If you have internet access, you can view and download the latest
version of Little Instruction Book for advanced administration.
To view the book, you must have a copy of Acrobat Reader.
To access the latest version:
1. Access the Avaya Customer Support web site at
http://www.avaya.com/support/
2. Click on Online Services, then Documentation, then
Recent Documents, then look for the latest
MultiVantage™ release.
3. Search for 555-233-757 (the document number) to view
the latest version of the book.
Send feedback: [email protected]
Issue 4 May 2002
xxiii
Welcome
,S[XSSVHIVQSVIGSTMIW
Call: Avaya Publications Center
Voice: 1-800-457-1235 or 1-410-568-3680
Fax: 1-800-457-1764 or 1-410-891-0207
Write: Globalware Solutions
Attn: Avaya Account Management
200 Ward Hill Ave, Haverhill, MA 01835 USA
E-mail:[email protected]
Order: Document No. 555-233-757, Issue 4, May 2002
We can place you on a standing order list so that you will
automatically receive updated versions of this book. For more
information on standing orders or to be put on a list to receive
future issues of this book, please contact the Avaya Publications
Center.
xxiv
Issue 4 May 2002
Send feedback: [email protected]
How to get help
,S[XSKIXLIPT
If you need additional help, first access the Avaya Customer
Support web site at http://www.avaya.com/support/. Click
the Escalation Lists link in the lower right side of the page for
the most recent information. If you are outside the USA, also
click the Global Escalation List link for the phone numbers for
the regional Centers of Excellence.
You can also access the following services. You may need to
purchase an extended service agreement to use some of these
services. Contact your Avaya representative for more information
MultiVantage™ Helpline (for help with
feature administration and system
applications)
1 800 225 7585
Avaya National Customer Care Center
Support Line (for help with maintenance
and repair)
1 800 242 2121
Avaya Toll Fraud Intervention
1 800 643 2353
Avaya Corporate Security
1 800 822 9009
Avaya Centers of Excellence
— Asia/Pacific
65 872 8686
— Western Europe/Middle East/South
Africa
44 1252 77 4800
— Central/Eastern Europe
361 645 4334
— Central/Latin America Caribbean
1 303 804 3778
— Australia
61 2 9352 9090
— North America
1 800 248 1111
Send feedback: [email protected]
Issue 4 May 2002
xxv
Welcome
xxvi
Issue 4 May 2002
Send feedback: [email protected]
trunks
Managing trunks
This section provides an overview of trunks and tells you how to
add trunk groups to your system
9RHIVWXERHMRKXVYROW
Trunks carry phone signals from one place to another. For
example, one type of trunk carries phone signals from your
switch to the central office (CO).
Groups of trunks perform specific functions. Use the following
table to help determine which types of trunk groups your
company uses.
trunk group
description
Access
Use access trunks to connect satellite switches to the main
switch in Electronic Tandem Networks (ETN). Access trunks
do not carry traveling class marks (TCM) and thus allow
satellite callers unrestricted access to out-dial trunks on the
main switch.
APLT
Advanced Private Line Termination (APLT) trunks are used in
private networks. APLT trunks allow inband ANI.
Send feedback: [email protected]
Issue 4 May 2002
1
Managing trunks
2
trunk group
description
CAMA
Centralized Automatic Message Accounting (CAMA) trunks
route emergency calls to the local community’s Enhanced 911
systems.
CO
Central Office (CO) trunks typically connect your switch to the
local central office, but they can also connect adjuncts such as
external paging systems and data modules.
CPE
Customer Premise Equipment (CPE) trunks connect adjuncts,
such as pagers and announcement or music sources, to the
switch.
DID
Direct inward dialing (DID) trunks connect incoming calls
directly to internal extensions without going through an
attendant or some other central point.
DIOD
Direct inward and outward dialing (DIOD) trunks connect
incoming and outgoing calls directly to your switch.
DMI-BOS
Digital multiplexed interface bit-oriented signaling
(DMI-BOS) trunks connect a switch to a host computer, or one
switch to another switch.
FX
Foreign exchange (FX) trunks connect calls to a non-local
central office as if it were a local central office. Use FX trunks
to reduce long distance charges if your organization averages a
high volume of long-distance calls to a specific area code.
Issue 4 May 2002
Send feedback: [email protected]
trunk group
description
ISDN
Integrated Services Digital Network (ISDN) trunks allow
voice, data, video, and signaling information to be sent with
calls.
trunks
Understanding trunks
There are two types of ISDN trunks:
ISDN-Basic Rate Interface (ISDN-BRI) connect telephones,
personal computers, and other desktop devices to the switch.
ISDN-Primary Rate Interface (ISDN-PRI) connect equipment
such as switches to the network, and acts as an interface
between equipment such as switches and computers.
RLT
Release-link trunks (RLT) use Centralized Attendant Service
(CAS) to connect remote switches to attendants who are at a
central location.
Tandem
Tandem trunks are a type of tie trunk used for large networks.
Tie
Tie trunks connect a switch to a CO, or two switches together
in a private network.
WATS
Wide Area Telecommunications Service (WATS) trunks allow
calls to certain areas for a flat-rate charge. Use WATS trunks to
reduce long-distance bills when your company places many
calls to a specific geographical area in North America.
Send feedback: [email protected]
Issue 4 May 2002
3
Managing trunks
%HHMRKXVYROKVSYTW
Occasionally, your company’s phone requirements change and
you need to add new trunk groups to your system. For example,
maybe your company is expanding and you must have additional
two-way access between your switch and your local phone
company or CO. After doing some research, you decide that you
need to add another CO trunk.
Once you decide that you want to add a new trunk, contact your
vendor. Depending on the type of trunk you want to add, the
vendor may be your local phone company, a long distance
provider, or some other service provider.
When you talk to your vendor, they’ll want to know what kind of
service you want to add. In our example, request CO service.
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.
Tip:
Remember to keep records of any changes you make to the system
for future reference.
Once you’ve ordered your new service and have gathered all the
information associated with the new trunk, you need to configure
the system to recognize the new trunk group.
4
Issue 4 May 2002
Send feedback: [email protected]
Adding trunk groups
To add a new trunk-group:
trunks
1. Type add trunk-group next and press RETURN.
The Trunk Group screen appears.
The system assigns the next available trunk group number
to this group. In our example, we are adding trunk group 5.
TRUNK GROUP
Group Number: 5
Group Type: co
CDR Reports: y
Group Name: outside calls
COR: 1
TN: 1
TAC:647
Direction: two-way
Outgoing Display? n
Dial Access: n
Busy Threshold: 99
Night Service: 1234
Queue Length: 0
Country: 1
Incoming Destination: ____
Comm Type: voice
Auth Code? n
Digit Absorbtion List: ____
Prefix-1?: y
Trunk Flash? n
Toll Restricted? y
TRUNK PARAMETERS
Trunk Type: loop start
Outgoing Dial type: tone
Cut Through? n
Trunk Termination: rc
Disconnect Timing(msec): 500
Auto Guard?: n
Call Still Held? n
Sig Bit Inversion: none
Analog Loss Group:
Digital Loss Group:
Trunk Gain: high
Disconnect Supervision - In? y
Out? n
Answer Supervision Timeout: 10
Receive Answer Supervision? n
Trunk Group screen
2. In the Group Type field, enter the type of trunk you want
to add.
In our example, enter co, which is also the default.
If you select a different trunk type, such as DID, the
system changes the screen to show only those fields that
apply to the type of trunk-group you are adding.
Send feedback: [email protected]
Issue 4 May 2002
5
Managing trunks
3. Type a name to identify this trunk group in the Group
Name field.
In our example, we used outside calls.
4. In the TAC field, type the code you want to use to access
the new trunk group.
In our example, we used 647.
5. In the Direction field, indicate the call-flow direction.
For our example, leave the default of two-way.
6. If you want to direct calls to a night extension, type the
extension number in the Night Service field.
In our example, direct night calls to extension 1234.
7. In the Comm Type field, enter the type of communication
that you want the new trunk to use.
In our example, enter voice.
8. In the Trunk Type field, type loop start.
This field tells the system how the calls on this trunk will
be sent or received. Your vendor should know what trunk
type you can use to complete this field.
9. Use NEXT PAGE to go to the Group Member Assignments
page.
Different fields appear on this screen depending on the
configuration of your switch.
6
Issue 4 May 2002
Send feedback: [email protected]
Adding trunk groups
GROUP MEMBER ASSIGNMENTS
Port
Code Sfx Name
1: 1B1501___
5211_______
2: 1B1523___
5212_______
3: 1B1601___
5213_______
4: 1B1623___
5214_______
5: 1B1701___
5215_______
6: _________
___________
7: _________
___________
8: _________
___________
9: _________
___________
10: _________
___________
11: _________
___________
12: _________
___________
13: _________
___________
14: _________
___________
15: _________
___________
Night
__________
__________
__________
__________
__________
__________
__________
__________
__________
__________
__________
__________
__________
__________
__________
Mode
________
________
________
________
________
________
________
________
________
________
________
________
________
________
________
trunks
TRUNK GROUP
Administered Members (min/max): xxx/yyy
Total Administered Members: xxx
Type
Ans Delay
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
_______ _____
Trunk Group screen (group member assignments page)
10. In the Port field, type the port number of the physical
connection for each member you are adding to the trunk
group.
11. In the Name field, type the circuit ID or telephone number
for each member.
This information is very helpful for tracking your system
or troubleshooting problems, but the fields need to be
updated whenever the information changes.
12. Press ENTER to save your changes.
Send feedback: [email protected]
Issue 4 May 2002
7
Managing trunks
8
Issue 4 May 2002
Send feedback: [email protected]
You can use night service to direct calls to an alternate location
when the primary answering group is not available. 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
phones to toggle between normal coverage and night service.
There are five types of night service:
■
Hunt group night service — directs hunt group calls to a
night service destination
■
Night station night service — directs all incoming trunk
calls to a night service destination
■
Night console night service — directs all attendant calls to
a Night or Day/Night console
■
Trunk group night service — directs incoming calls to
individual trunk groups 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
Send feedback: [email protected]
Issue 4 May 2002
9
night service
Setting up night service
Setting up night service
7IXXMRKYTRMKLXWIVZMGIJSVLYRX
KVSYTW
You can administer hunt group night service if you want to direct
hunt group calls to a night service destination.
Let’s say your helpline on hunt group 3 does not answer calls
after 6:00 p.m. (18:00). 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.
To administer hunt group night service:
1. Type change hunt-group 3 and press RETURN.
The Hunt Group screen appears for hunt group 3.
.
HUNT GROUP
Group Number:
Group Name:
Group Extension:
Group Type:
TN:
COR:
Security Code:
ISDN Caller Display:
3
Accounting
2011
ucd-mia
1
1
Queue Length: 4
Calls Warning Threshold:
Time Warning Threshold:
ACD:
Queue:
Vector:
Coverage Path:
Night Service Destination:
MM Early Answer:
n
y
n
1
1234
n
Port:
Port:
Hunt Group screen
10
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Setting up night station service
2. Enter 1234 in the Night Service Destination field.
3. Press ENTER to save your changes.
Once you modify the hunt group, you also need to assign a
hunt-ns feature button to a hunt group phone, so that the users in
the hunt group can activate and deactivate night service.
7IXXMRKYTRMKLXWXEXMSRWIVZMGI
You can use night station service if you want to direct incoming
trunk calls, DID-LDN (direct inward dialing-listed directory
number) calls, or internal calls to the attendant (dialed ‘0’ calls)
to a night service destination.
Let’s say your attendant, who answers extension (List Directory
Number or 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 unless you assign trunk group night
service to the individual trunk group. See “Setting up trunk group
night service” on page 13.
Send feedback: [email protected]
Issue 4 May 2002
11
night service
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.
Setting up night service
To set up night station service:
1. Type change listed-directory-numbers and press
RETURN.
The Listed Directory Number screen appears.
Ext
1: 8100
2:
3:
4:
5:
6:
7:
8:
9:
10:
LISTED DIRECTORY NUMBERS
Name
attendant 8100
TN
Night Destination: 1234
Listed Directory Numbers screen
2. 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.
3. Press ENTER to save your changes.
4. Type change console-parameters and press RETURN.
The Console Parameters screen appears.
5. In the DID-LDN Only to LDN Night Extension field, type
n.
6. Press ENTER to save your changes.
12
Issue 4 May 2002
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Setting up trunk group night service
After you set up night station service, have the attendant use the
night console button to activate and deactivate night service.
CONSOLE PARAMETERS
OPERATOR
1
COR: 1
5
Attendant Lockout? y
none
Night Service Act. Ext.:1234
IAS (Branch)? n
IAS Tie Trunk Group No.:
IAS Att. Access Code:
Alternate FRL Station:
Backup Alerting? n
DID-LDN Only to LDN Night Ext? n
night service
Attendant Group Name:
COS:
Calls in Queue Warning:
CAS:
Console Parameters screen
7IXXMRKYTXVYROKVSYTRMKLXWIVZMGI
You can use trunk group night service if you want to direct
individual trunk groups to night service. The system redirects
calls to the trunk group to the group’s night service destination.
Trunk group night service overrides night station service. For
example, let’s say you administer 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.
Send feedback: [email protected]
Issue 4 May 2002
13
Setting up night service
Let’s direct night calls for trunk group 2 to extension 1245.
To set trunk group night service:
1. Type change trunk-group 2 and press RETURN.
The Trunk Group screen appears.
TRUNK GROUP
Group Number: 2
Group Type: co
CDR Reports: y
Group Name: outside calls
COR: 1
TN: 1
TAC:647
Direction: two-way
Outgoing Display? n
Dial Access: n
Busy Threshold: 99
Night Service: 1245
Queue Length: 0
Country: 1
Incoming Destination: ____
Comm Type: voice
Auth Code? n
Digit Absorbtion List: ____
Prefix-1?: y
Trunk Flash? n
Toll Restricted? y
TRUNK PARAMETERS
Trunk Type: loop start
Outgoing Dial type: tone
Cut Through? n
Trunk Termination: rc
Disconnect Timing(msec): 500
Auto Guard?: n
Call Still Held? n
Sig Bit Inversion: none
Analog Loss Group:
Digital Loss Group:
Trunk Gain: high
Disconnect Supervision - In? y
Out? n
Answer Supervision Timeout: 10
Receive Answer Supervision? n
Trunk Group screen
2. Enter 1245 in the Night Service field.
The destination can be a night service 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.
3. Press ENTER to save your changes.
14
Issue 4 May 2002
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Setting trunk answer from any station
There may 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
TAAS 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 phone.
NOTE:
If no one answers the call, the call will not redirect to night
service.
Let’s define a feature access code (we’ll use 71) and configure the
alerting device for trunk answer any station.
To set the feature access code for TAAS:
1. Type change feature-access-codes and press RETURN.
The Feature Access Code screen appears.
2. In the Trunk Answer Any Station Access Code field, enter
71.
3. Press ENTER to save your changes.
Once you set the feature access code, determine where the
external alerting device is connected to the switch (we’ll use
port 01A0702).
Send feedback: [email protected]
Issue 4 May 2002
15
night service
7IXXMRKXVYROERW[IVJVSQER]
WXEXMSR
Setting up night service
To set up external alerting:
1. Type change console-parameters and press RETURN.
The Console Parameters screen appears.
2. In the EXT Alert Port (TAAS) field, enter 01A0702.
Use the port address assigned to the external alerting
device.
3. Press ENTER to save your changes.
CONSOLE PARAMETERS
Attendant Group Name:
COS:
Calls in Queue Warning:
EXT Alert Port (TAAS):
CAS:
Operator
0
5
01A0702
none
IAS (Branch)? n
IAS Att. Access Code:
Backup Alerting? n
COR: 0
Attendant Lockout? y
Night Service Act. Ext.:
IAS Tie Trunk Group No.:
Alternate FRL Station:
DID-LDN Only to LDN Night Ext? n
Console Parameters screen
16
Issue 4 May 2002
Send feedback: [email protected]
How do night service types interact?
,S[HSRMKLXWIVZMGIX]TIW
MRXIVEGX#
Assume that you already administered the following night service
settings:
■
night station night service redirects to extension 3000 and
DID-LDN only to LDN Night Ext is set to n
■
EXT Alert Port (TAAS) field is not defined
■
Trunk group 4 redirects to extension 2000
Let’s look at how calls for this company are directed after hours:
call type
directs to
An LDN call on a DID trunk
extension 3000
A call on trunk group 4
extension 2000
An internal call to ‘0’
extension 3000
A call that redirects to the attendant through a
coverage path.
the attendant queue
Send feedback: [email protected]
Issue 4 May 2002
17
night service
Let’s look at an example of how several types of night service
might be used in one company.
Setting up night service
18
Issue 4 May 2002
Send feedback: [email protected]
Managing announcements
;LEXMWERERRSYRGIQIRX#
An announcement is the recorded message a caller hears while
the call is in a queue. An announcement is often used in
conjunction with music. Announcements are recorded on special
circuit packs (TN750, TN750B, TN750C, or TN2501AP) on your
MultiVantage™ system.
Three types of announcements are:
■
delay announcement — explains the reason for the delay
and encourages the caller to wait
■
forced announcement — explains an emergency or service
problem. Use when you anticipate a large number of calls
about a specific issue.
■
information announcement — gives the caller instructions
on how to proceed, information about the number called,
or information that the caller wants
Send feedback: [email protected]
Issue 4 May 2002
19
announcements
This section explains how to use announcements effectively, and
how to add, change, delete, and back up your announcements.
Managing announcements
Announcements are most effective when they are:
■
short, courteous, and to-the-point
■
spaced close together when a caller on hold hears silence
■
spaced farther apart when music or ringing is played on
hold
■
played for calls waiting in queue
Magic on Hold is a package of professionally-recorded music
available from Avaya. Contact your Avaya representative for
more information.
%HHMRKERRSYRGIQIRXW
You need to tell the switch you want an announcement before you
can record it on a special announcement circuit pack. You assign
an extension for the announcement so the switch can identify the
announcement. This extension cannot be in use and must
conform to your dial plan.
Tip:
Use change announcement to administer an announcement
extension. See the Administrator’s Guide for Avaya
MultiVantage™ Software for more information.
Voice Announcement over LAN (VAL)
You can record announcements on a downloadable Voice
Announcement over LAN (VAL) circuit pack (TN2501AP),
which allows you to share, backup, and restore announcement
files over your local area network.
20
Issue 4 May 2002
Send feedback: [email protected]
Adding announcements
You can also use TN750, TN750B, and TN750C announcement
circuit packs to record announcements on your switch. You can
have only one TN750 or TN750B per system, but you can use
one TN750B with many TN750C and/or TN2501AP (VAL)
circuit packs.
We’ll assign the announcement to extension 1234, and use the
integrated announcement circuit pack located on 01B18.
Tip:
Use display integrated-annc-boards to find the cabinet,
carrier, and slot addresses of your announcement circuit packs.
The Integrated Announcement Board screen lists the location and
the type, as well as showing the number of recordings and number
of seconds (at the administered rate) left on each circuit pack.
Our example explains how to add an integrated announcement,
but other types of announcements are available. See the
Administrator’s Guide for Avaya MultiVantage™ Software for
more information about other announcement types.
To add an announcement extension 1234:
1. Type change announcements and press RETURN.
The Announcements/Audio Sources screen appears.
2. In the Ext field, type 1234.
3. In the Type field, type integrated.
Send feedback: [email protected]
Issue 4 May 2002
21
announcements
Let’s say we have calls coming into unassigned DID extensions.
Let’s record a general message to tell these callers to dial the
company’s main number.
Managing announcements
1:
2:
3:
4:
5:
6:
7:
8:
9:
10:
11:
Ext.
1234_
_____
_____
_____
_____
_____
_____
_____
_____
_____
_____
ANNOUNCEMENTS/AUDIO SOURCES
Type
COR TN Name
Q QLen Pro Rate Port
integrated 1_ 1_ unassigned DID n N/A n
32
01B18
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
_________ 1_ 1_ _______________ n
Announcements/Audio Sources screen
4. In the Name field, type unassigned DID.
5. In the Pro (protected) field, type n.
If you enter n, users with console permissions can change
the announcement. If you enter y, the announcement
cannot be changed.
6. In the Rate field, type 32 for TN750 circuit packs, or 64
for TN2501AP circuit packs.
7. In the Port field, type 01B18.
8. Press ENTER to save your work.
6IGSVHMRKERRSYRGIQIRXW
You can record announcements using any phone or console
whose COS (class of service) provides console permissions. You
can use display cos to review COS permissions.
22
Issue 4 May 2002
Send feedback: [email protected]
Recording announcements
You also need the announcement feature access code for your
system. Use display feature-access-codes to find the
announcement access code.
The announcement extension must be set up before you record.
Use list station data-module to determine the announcement
extension.
announcements
In our example, use your 8410D phone to record the
announcement for the unassigned DIDs to extension 1234. Our
announcement access code is *56.
To record the announcement:
1. Dial the announcement access code.
In our example, we’ll dial *56. You hear dial tone.
2. Dial the announcement extension.
In our example, we’ll dial 1234. You hear dial tone.
3. Dial 1 to begin recording.
4. Record the message.
5. Hang up the phone to end recording.
Tip:
The announcement records the sound of the receiver
returning to the phone. Hang up gently, press the drop
button, or press the switch hook with your finger.
You have to wait 15 seconds before you can dial the extension
1234 to listen to your announcement.
If you record an announcement and later you want to re-record
your announcement, you have to first delete the original message.
Send feedback: [email protected]
Issue 4 May 2002
23
Managing announcements
Professional or computer recordings
If you are using the VAL (TN2501AP) announcement circuit
pack, you can record announcements at a computer, rather than at
a system phone. You can also record announcements at an off-site
location and transfer them to the board using VAL Manager or
File Transfer Protocol (FTP).
To be compatible with the TN2501AP circuit pack and the
MultiVantage™ system, announcement recordings must have the
following parameters:
■
CCITT A-Law or CCITT µ-Law companding format (do
not use PCM)
■
8KHz sample rate
■
8-bit resolution (bits per sample)
■
Mono (channels = 1)
Recording new announcements at a computer
To record an announcement at a computer:
1. At the computer, open the application that you use to
record .wav files.
2. Set the recording parameters.
3. Record the announcement by speaking into a microphone
connected to the computer.
4. Play the announcement back at the computer before
transferring the file to the VAL (TN2501AP) circuit pack.
24
Issue 4 May 2002
Send feedback: [email protected]
Deleting announcements
(IPIXMRKERRSYRGIQIRXW
Let’s delete the unassigned DID announcement assigned to
extension 1234.
We know that the announcement access code is *56. Use any
console or phone with console permissions to delete the
announcement from the announcement circuit pack.
To delete the announcement, use a phone with console
permissions to complete the following steps:
announcements
1. Dial the announcement access code.
In our example, we’ll dial *56. You hear dial tone.
2. Dial the announcement extension.
In our example, we’ll dial 1234. You hear dial tone.
3. Dial 3 to delete the announcement from the circuit pack.
4. Hang up the phone.
You also need to remove the information from the system. To
remove the information, use your system administration terminal
to complete the following steps:
1. Type change announcements and press RETURN.
The Announcements/Audio Sources form appears.
2. Delete the information in the Ext and Type fields.
3. Press ENTER to save your work.
Send feedback: [email protected]
Issue 4 May 2002
25
Managing announcements
&EGOMRKYT]SYVERRSYRGIQIRXW
NOTE:
To back up announcements from a TN2501AP circuit pack, you
need to use either FTP or VAL Manager. See the Administrator’s
Guide for Avaya MultiVantage™ Software or your Avaya
representative for more information about these tools.
Make sure you back up your announcements recorded on TN750
and TN750B circuit packs. The system loses announcements
stored on these circuit packs if power is shut down or the circuit
pack is removed.
The TN750C circuit pack has on-board FLASH memory so you
do not have to back it up. However, you may want to back up
your TN750C to another TN750C circuit pack or tape for extra
security. You need to administer the data module that is built into
the TN750 circuit pack before you save your announcements. See
the Administrator’s Guide for Avaya MultiVantage™ Software for
more information.
! CAUTION:
Do not copy, save, or restore announcements from a
TN750C to a TN750 or TN750B. It may corrupt the
announcement.
To backup announcements on TN750 or TN750B circuit packs:
1. Type save announcements and press RETURN to save the
changes.
NOTE:
If you have both TN750B and TN750C circuit packs, save
the announcements from the TN750B slot.
26
Issue 4 May 2002
Send feedback: [email protected]
VAL Manager
The save announcement process can take up to 40 minutes.
You cannot administer your system while it is saving
announcements.
:%01EREKIV
VAL Manager is a standalone application that allows you to copy
announcement files and announcement information to and from a
TN2501AP announcement circuit pack over a LAN connection.
■
Simplified administration to add, change, and remove
announcement information
■
The ability to back up and restore announcement files and
information
■
The ability to view the status of announcements on the
TN2501AP circuit pack
Contact your Avaya representative to obtain VAL Manager.
Send feedback: [email protected]
Issue 4 May 2002
27
announcements
VAL Manager offers the following basic features:
Managing announcements
28
Issue 4 May 2002
Send feedback: [email protected]
Managing hunt groups
This section shows you how to set up hunt groups. It explains
how calls to a hunt group are handled and shows you different
call distribution methods.
;LEXEVILYRXKVSYTW#
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
Send feedback: [email protected]
Issue 4 May 2002
29
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 phone number, the system connects the call to an
extension in the group.
Managing hunt groups
7IXXMRKYTLYRXKVSYTW
Let’s set up a hunt group for an internal helpline. Before making
changes to the switch, we’ll decide:
■
the phone number for the hunt group
■
the number of people answering calls
■
the way calls are answered
Our dial plan allows 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 phone.
We will assign 3 people (agents) and their extensions to our
helpline. We want calls to go to the first available person.
To set up our helpline hunt group:
1. Type add hunt-group next and press RETURN.
The Hunt Group screen appears. The Group Number field
is automatically filled in with the next hunt group number.
2. In the Group Name field, type the name of the group.
In our example, type internal helpline.
3. In the Group Extension field, type the phone number.
We’ll type 1200.
30
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Setting up hunt groups
HUNT GROUP
Group Number:
Group Name:
Group Extension:
Group Type:
TN:
COR:
Security Code:
ISDN Caller Display:
5
ACD?
internal helpline
Queue?
1200
Vector?
ucd-loa
Coverage Path:
1
Night Service Destination:
1
MM Early Answer?
__
________
n
n
n
n
Hunt Group screen
4. In the Group Type field, type the code for the call
distribution method you choose.
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.
Send feedback: [email protected]
Issue 4 May 2002
31
hunt groups
We’ll type ucd-loa so a call goes to the agent with the
lowest percentage of work time since login.
Managing hunt groups
5. Press NEXT PAGE to find the Group Member Assignments
page.
HUNT GROUP
Group Number: 5
Group Extension: 1200
Group Type: ucd-loa
Member Range Allowed: 1 - 999 Administered Members (min/max): 1 /9
Total Administered Members: 3
GROUP MEMBER ASSIGNMENTS
Ext
Name
Ext
Name
1: 1011
14:
2: 1012
15:
3: 1013
16:
4:
17:
5:
18:
6:
19:
7:
20:
8:
21:
9:
22:
10:
23:
11:
24:
12:
25:
13:
26:
At End of Member List
Hunt Group screen
6. 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 form to determine the
hunting sequence. See ‘‘Call distribution methods’’ on
page 37 for more information.
7. Press ENTER to save your work.
The Name fields are display-only and do not appear until
the next time you access this hunt group.
32
Issue 4 May 2002
Send feedback: [email protected]
Setting up hunt groups
To make changes to a hunt group:
1. Type change hunt-group n and press RETURN, where n is
the number of the hunt group.
2. Change the necessary fields.
3. Press ENTER to save your changes.
Tip:
Type list member hunt group to see a list of logged-in
members of a hunt group by group number. For splits and skills,
the login ID, name, and different fields for EAS and Advocate
appear on the list.
Setting up a queue
Let’s tell the switch that up to 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 the switch to send a warning when 5 or more calls
are waiting in the queue. This warning flashes queue-status
buttons on phones that have a status button for this hunt group.
When the buttons flash, everyone answering these calls can see
that the helpline calls need more attention.
To set up our helpline queue:
1. Type change hunt-group n and press RETURN, where n is
the number of the hunt group to change.
In our example, type change hunt-group 5.
Send feedback: [email protected]
Issue 4 May 2002
33
hunt groups
You can tell your switch how to handle a hunt-group call when it
cannot be answered right away. The call waits in a “queue.”
Managing hunt groups
The Hunt Group form appears.
HUNT GROUP
Group Number:
Group Name:
Group Extension:
Group Type:
TN:
COR:
Security Code:
ISDN Caller Display:
5
ACD?
internal helpline
Queue?
1200
Vector?
ucd-loa
Coverage Path:
1
Night Service Destination:
1
MM Early Answer?
__
________
Queue Length: 10
Calls Warning Threshold: 5
Time Warning Threshold: 30
n
y
n
n
Calls Warning Port:
Time Warning Port:
Hunt Group screen
2. In the Queue field, type y.
3. In the Queue Length field, type the maximum number of
calls that you want to wait in the queue.
In our example, type 10.
4. In the Calls Warning 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.
5. In the Time Warning Threshold fields, 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.
6. Press ENTER to save your changes.
34
Issue 4 May 2002
Send feedback: [email protected]
Setting up hunt groups
Adding hunt group announcements
You can add recorded announcements to your 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.
See ‘‘Recording announcements’’ on page 22 for information on
how to record an announcement.
Let’s add an announcement to our internal helpline. We want the
caller to hear an announcement after 20 seconds in the queue,
after approximately 4 or 5 rings. Our announcement is already
recorded and assigned to extension 1234.
To add an announcement to our helpline queue:
1. Type change hunt-group n and press RETURN, where n is
the number of the hunt group to change.
In our example, type change hunt-group 5.
The Hunt Group form appears.
2. Press NEXT PAGE to find the First Announcement Extension
field.
Send feedback: [email protected]
Issue 4 May 2002
35
hunt groups
Tip:
You can use display announcements to find the extensions of
your recorded announcements.
Managing hunt groups
HUNT GROUP
Message Center:
AUDIX Extension:
Message Center AUDIX Name:
Primary?
Calling Party Number to INTUITY AUDIX?
LWC Reception:
AUDIX Name:
Messaging Server Name:
________
____
______
_
_
_______
_______
_______
First Announcement Extension: 1234
Second Announcement Extension: _____
Recurring? _
Delay (sec): 20
Delay (sec): __
Hunt Group screen
3. In the First Announcement Extension field, type the
extension of the announcement you want callers to hear.
In our example, type 1234.
4. 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, calls
automatically connect to the announcement before they
are queued, follow coverage, or connect to an available
agent. This is called a “forced first announcement.”
5. Press ENTER to save your work.
You can use the same announcement for more than one hunt
group. See the Administrator’s Guide for Avaya MultiVantage™
Software for more information on announcements and hunt
groups.
36
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Call distribution methods
'EPPHMWXVMFYXMSRQIXLSHW
You have more call distribution choices if your company acquires
ACD (Automatic Call Distribution) or EAS (Expert Agent
Selection).
ACD and EAS allow you to distribute calls according to the work
loads and skill levels of your agents in each hunt group. You can
track call handling and monitor the efficiency of your agents.
When you assign ACD to a hunt group, the group is called a
“split.” When you assign EAS, the group is called a “skill.”
Method
The system hunts for...
I need...
Direct Department Calling(DDC)
the first agent administered in the hunt
group. If the first agent is busy, it goes
to the second agent, and so forth. This
“hot seat” method puts a heavy call
load on the first few agents.
no extra software
(you cannot use
this method if you
have EAS enabled)
Circular (circ)
the next available agent in a chain.
no extra software
Uniform Call DistributionMost Idle Agent (UCD-MIA)
the available agent who has been idle
the longest since their last call.
no extra software
Uniform Call DistributionLeast Occupied Agent
(UCD-LOA)
the available agent with the lowest
percentage of work time since login.
ACD, EAS, and
CentreVu
Advocate
Expert Agent DistributionMost Idle Agent (EAD-MIA)
the available agent with the highest
skill level who has been idle the
longest since their last call.
EAS
Expert Agent DistributionLeast Occupied Agent
(EAD-LOA)
the available agent with the highest
skill level and the lowest percentage of
work time since login.
EAS and CentreVu
Advocate
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Issue 4 May 2002
37
hunt groups
The following table shows 6 types of call distribution methods
and the software required for each method.
Managing hunt groups
38
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Managing vectors and VDNs
This section provides an introduction to vectors and Vector
Directory Numbers (VDN). It gives you basic instructions for
writing simple vectors.
This section also outlines the enhancements made to the
conferencing feature of the MultiVantage™ system.
! SECURITY ALERT:
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 the
Administrator’s Guide for Avaya MultiVantage™ Software and
the Avaya MultiVantage™ Call Center Software Release 11 Call
Vectoring and Expert Agent Selection (EAS) Guide.
Send feedback: [email protected]
Issue 4 May 2002
39
vectors/VDNs
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. Refer to Avaya Security
Handbook or your Avaya representative for more
information.
Managing vectors and VDNs
;LEXEVIZIGXSVW#
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.
Writing vectors
Writing vectors is easy, but we recommend that you set up and
test your vectors before you use them across the system.
We’ll write a vector to handle calls to our main number. It is the
first vector so we’ll use number 1.
Tip:
Type list vector to see a list of existing vectors. Type list usage
vector to see where each vector is used throughout the switch.
Type list usage digit string to see all the vectors, vector tables,
and Best Service Routing (BSR) plans that use a specific dial
string.
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What are vectors?
To write a vector:
1. Type change vector 1 and press RETURN.
The Call Vector screen appears.
The vector number field on the left side of the screen is
filled in automatically.
Number: 1
Multimedia? n
Basic? y EAS? n
Prompting? y
LAI? n
CALL VECTOR
Name: main number calls
Lock? n
G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
G3V4 Adv Route? n
CINFO? n
BSR? n
01
02
03
04
05
Call Vector screen
2. Type a description for the vector in the Name field.
Tip:
The information in the heading of the Call Vector screen is
display only. Use display system-parameters
customer-options to see the features that are turned on
in your switch.
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Issue 4 May 2002
41
vectors/VDNs
In our example, type main number calls.
Managing vectors and VDNs
3. Type your vector steps in the numbered column on the left
of the screen.
Tip:
When you type in your vector steps, the switch
automatically completes some of the vector step
information for you. For example, if you type “q” in a
vector step field, the switch fills in “queue-to.” Also,
additional fields appear when you complete a field and
press TAB. This makes it very easy to type in your vector
steps.
Now that vector 1 is set up, let’s add a vector step to it to tell the
switch how to handle the calls to our main number.
Putting a call in a queue
Write a vector so that calls that come into the main business
number redirect to a queue.
We’ll 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 l” 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 in
this chapter.)
Number: 1
Multimedia? n
Basic? y
EAS? n
Prompting? y
LAI? n
01 _______________
02 queue-to main split
03 _______________
04 _______________
05 _______________
CALL VECTOR
Name: main number calls
Lock? n
G3V4 Enhanced? n
ANI/II-Digits? n
ASAI Routing? n
G3V4 Adv Route? n
CINFO? n
BSR? n
47 pri l
Call Vector screen
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What are vectors?
Tip:
Remember, the switch automatically fills in some of the
information when you type your vector step and press TAB.
Playing an announcement
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. For more
information see ‘‘Adding announcements’’ on page 20.
Let’s 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.
vectors/VDNs
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, the switch can
attempt to queue the call again. If the call successfully queued the
first time through, 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.
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Issue 4 May 2002
43
Managing vectors and VDNs
To play and repeat an announcement, write this vector
(steps 3-5):
Number: 1
Multimedia? n
Basic? y
EAS? n
Prompting? y
LAI? n
CALL VECTOR
Name: main number calls
Lock? n
G3V4 Enhanced? n
ANI/II-Digits? n
ASAI Routing? n
G3V4 Adv Route? n
CINFO? n
BSR? n
1.
2. queue-to main split 47 pri l
3. announcement 4001 (‘‘All agents are busy, please wait...’’)
4. wait-time 60 secs hearing music
5. goto step 2 if unconditionally
6.
Call Vector screen
Routing based on time of day
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. The call
is disconnected after the announcement is played.
For after-hours treatment, write this vector (steps 1, 6, 7):
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What are vectors?
1. goto step 7 if time-of-day is all 17:00 to all 8:00
2.
3.
4.
5.
queue-to main split 47 pri l
announcement 4001 (All agents are busy, please wait...)
wait-time 60 secs hearing music
goto step 2 if unconditionally
6. stop
7. disconnect after announcement 4002 (“We’re sorry, our
office is closed...)
8.
Call Vector screen
If the goto command in step 5 fails, the switch will go 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.
! CAUTION:
Allowing callers to leave a message
Write a vector that allows callers to 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 then they can leave a message.
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45
vectors/VDNs
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
is dropped.
Managing vectors and VDNs
To let callers leave messages, write this vector (step 7).
1.
2.
3.
4.
5.
6.
goto step 7 if time-of-day is all 17:00 to all 8:00
queue-to main split 47 pri l
announcement 4001 (All agents are busy, please wait...)
wait-time 60 secs hearing music
goto step 2 if unconditionally
stop
7. messaging split 99 for extension 2000
8.
Call Vector screen
Redirecting calls during an emergency
or holiday
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 phones.
NOTE:
You can also use Holiday Vectoring, which simplifies vector
writing for holidays and other times when you need to provide
special handling for date-related calls. This feature allows you to
administer up to ten different Holiday Tables, then use those
tables to make vectoring decisions. For information, see the
Avaya MultiVantage™ Call Center Software Release 11 Call
Vectoring and Expert Agent Selection (EAS) Guide.
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’ phones so people with these phones can log in at the
touch of a button.
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What are vectors?
To quickly redirect calls:
1. 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.
2. Insert the following bold vector steps (steps 1, 10, 11):
01. goto step 10 if staffed agents split 10 > 0
02.
03.
04.
05.
06.
07.
08.
09.
goto step 8 if time-of-day is all 17:00 to all 8:00
queue-to main split 47 pri l
announcement 4001 (“All agents are busy, please wait...”)
wait-time 60 secs hearing music
goto step 3 if unconditionally
stop
messaging split 99 for extension 2000
stop
10. messaging split 99 for extension 2001
11. stop
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.
Send feedback: [email protected]
Issue 4 May 2002
47
vectors/VDNs
When there is an emergency, fire drill, or holiday, the
supervisor or agent logs into this split.
Managing vectors and VDNs
Giving callers additional choices
You can give your callers a list of options when they call. Your
vector tells the switch to play an announcement that contains the
choices. The switch 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 examples.
To let callers connect to an extension, write this kind of vector:
Number: 20
Multimedia? n
Basic? y
EAS? n
Prompting? y
LAI? n
CALL VECTOR
Name: extension or attendant
G3V4 Enhanced? n
G3V4 Adv Route? n
Lock? n
ANI/II-Digits? n
ASAI Routing? n
CINFO? n
BSR? n
1. wait-time 0 seconds hearing music
2. collect 4 digits after announcement 4004 (You have reached our
company. Please dial a 4-digit extension or wait for the
attendant.)
3. route-to digits with coverage y
4. route-to number 0 with cov n if unconditionally
5. stop
Call Vector screen
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What are vectors?
Inserting a step
It is easy to change a vector step and not have to retype the entire
vector. Let’s add announcement 4005 between step 3 and step 4
in vector 20.
To insert a new vector step in vector 20:
1. Type change vector 20 and press RETURN.
The call vector screen appears.
2. Press 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’ll type announcement 4005 (Please wait...).
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. The switch inserts a “*” when the numbering needs
more attention.
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49
vectors/VDNs
5. Press ENTER to save your changes.
Managing vectors and VDNs
Deleting a step
To delete vector step 5 from vector 20:
1. Type change vector 20 and press RETURN.
The call vector screen appears.
2. Press 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 and press ENTER.
4. Press 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. The switch inserts a * when the numbering needs
more attention.
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What are vectors?
Diagnosing a vector problem
If there is a problem with a vector, the switch 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:
1. Type display events and press RETURN.
The Event Report screen appears.
EVENT REPORT
The following option control which events will be displayed.
EVENT CATEGORY
Category: Vector
REPORT PERIOD
Interval: _a_
From: __/__/__:__ To: __/__/__:__
SEARCH OPTIONS
Vector Number: ______
Event Type: ______
Extension: ______
2. To see all current vector events, press RETURN
OR
Indicate the events that you want to see by completing the
Report Period and Search Option fields. See the Avaya
MultiVantage™ Call Center Software Release 11 Call
Vectoring and Expert Agent Selection (EAS) Guide for
more information.
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Issue 4 May 2002
51
vectors/VDNs
Event Report screen
Managing vectors and VDNs
3. Press ENTER to view the report.
The Event Report (detail) screen appears.
Event
Type
20
541
EVENTS REPORT
Event
Event
Event
Description
Data 1
Data 2
Call not queued
12/5
B
Not a messaging split Split 89 4C
First
Last
Event
Occur
Occur
Cnt
09/28/13:43 09/28/13:43
21
09/28/13:43 09/28/13:43 136
Event Report screen (detail)
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
:IGXSV(MVIGXSV]2YQFIVW
A Vector Directory Number (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.
Let’s 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.
! 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. Refer to the Avaya Security
Handbook or your Avaya representative for more
information.
52
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Vector Directory Numbers
To add a VDN:
1. Type add VDN 5011 and press RETURN.
You enter the VDN extension you want to add. The Vector
Directory Number screen appears.
VECTOR DIRECTORY NUMBER
Extension: 5011
Name: Sales Department
Vector Number: 11
Allow VDN Override?
COR:
TN:
Measured:
n
1
1
both
Vector Directory Number screen
2. Type a description for this VDN in the Name field.
In our example, type Sales Department.
The information in the VDN Name field appears on a
display phone. This allows the agent to recognize the
nature of the call and respond accordingly.
3. Enter the vector number.
4. In the Measured field, indicate how you want to measure
calls to this VDN.
In our example, type both (for CMS and BCMS).
Tip:
BCMS must be enabled to use “both.” Use display
system-parameters customer-options to see if
BCMS is enabled. See the Administrator’s Guide for
Avaya MultiVantage™ Software for more information.
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53
vectors/VDNs
In our example, type 11.
Managing vectors and VDNs
5. Press ENTER to save your changes.
To see the VDNs already associated with your vectors:
1. Type list VDN and press RETURN.
The Vector Directory Numbers screen appears.
VECTOR DIRECTORY NUMBERS
Name
Tech Support
Customer Serv.
New Orders
Ext
5000
5001
5002
VDN
Ovrd
y
n
y
COR
59
1
23
TN
1
1
1
Vec
Num
234
1
5
Orig
Meas Annc
none 301
none 302
none 303
Event
Notif Skills
Adj 1st 2nd 3rd
Vector Directory Numbers screen
Each VDN maps to one vector. Several VDNs can map to the
same vector.
54
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Meet-me Conference
1IIXQI'SRJIVIRGI
Use the Meet-me Conference to set up a dial-in conference of up
to six parties. Meet-me Conference uses Call Vectoring to process
the setup of the conference call.
Meet-me Conference can require an access code. If an access
code is assigned, and if the vector is programmed to expect an
access code, each user dialing into the conference call must enter
the correct access code to be added to the call. Any user can dial
the Meet-me Conference extension if the extension number is
part of the customer’s DID block.
Administering Meet-me Conference takes three basic steps:
1. Make sure the customer options are set up to accept
Meet-me Conferencing.
2. Create a Meet-me Conference VDN.
3. Create a vector for the Meet-me Conference.
Verifying the customer options
1. Type display system-parameters customer-options
and press RETURN.
2. On the first screen, make sure the G3 Version field is set to
V11 (the default setting for MultiVantage™). On the
second screen, make sure the Enhanced Conferencing field
is set to y.
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55
vectors/VDNs
Let’s first make sure the customer options are correctly set up.
Managing vectors and VDNs
Setting up a Meet-me Conference VDN
Now let’s set up a Meet-me Conference VDN. For this example,
we’ll set it up at extension 36090:
1. Type add vdn 36090 and press RETURN.
The Add VDN screen appears for extension 36090. Let’s
assign vector 90 to this VDN.
VECTOR DIRECTORY NUMBER
Extension: 36090
Name: Meet-me Conference VDN
Vector Number: 90
Meet-me Conferencing? y
COR: 1
TN: 1
First Add VDN screen
NOTE:
If the VDN extension is part of the customer’s DID block,
external users will be able to access the conference VDN. If the
VDN extension is not part of the customer’s DID block, only
internal callers on the customer’s network (including DCS or
QSIG) or remote access callers can access the conference VDN.
The second Add VDN screen allows you to assign a six digit
access code for the Meet-me conference, and to indicate the
person responsible (the extension number) for controlling the
access code.
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Meet-me Conference
Let’s assign access code 937821 and extension number 80214 as
the responsible party.
! SECURITY ALERT:
It is recommended that you always assign an access code.
However, if you do not want to assign an access code,
leave the Conference Access Code field blank.
VECTOR DIRECTORY NUMBER
MEET-ME CONFERENCE PARAMETERS:
Conference Access Code: 937821
Conference Controller: 80214
Second Add VDN screen
Creating a Meet-me Conference vector
Finally, let’s create a vector for the Meet-me Conference.
Send feedback: [email protected]
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vectors/VDNs
NOTE:
Before you can set up a vector that references announcements,
first you must set up the announcements in the system. See the
chapter on Announcements in this book for more information.
57
Managing vectors and VDNs
1. Type change vector 90 and press RETURN.
The change VDN screen appears for VDN 90. Let’s write
a call vector for this Meet-me Conference.
change vector 90
Page
1 of 3
SPE A
CALL VECTOR
Number: 90
Basic? y
Prompting? y
01
02
03
04
05
06
07
08
09
10
11
collect
goto
collect
goto
disconnect
goto
goto
announcement
route-to
stop
announcement
Name: Enh Conf Vec
Attendant Vectoring? n
Meet-me Conf? y
EAS? n
G3V4 Enhanced? n
ANI/II-Digits? n
LAI? n G3V4 Adv Routs? n
CINFO? n
BSR? n
Lock? y
ASAI Routing? n
Holidays? n
6 digits after announcement 12340
step 6 if digits = meet-me-access
6 digits after announcement 12341
step 6 if digits = meet-me-access
after announcement 12342
step 11 if meet-me-idle
step 14 if meet-me-full
12343
meetme
12344
First Change Vector screen
change vector 90
Page
2 of 3
SPE A
CALL VECTOR
Number: 90
Basic? y
Prompting? y
12
13
14
15
16
17
18
19
20
21
22
route-to
stop
disconnect
stop
Name: Enh Conf Vec
Attendant Vectoring? n
Meet-me Conf? y
EAS? n
G3V4 Enhanced? n
ANI/II-Digits? n
LAI? n G3V4 Adv Routs? n
CINFO? n
BSR? n
Lock? y
ASAI Routing? n
Holidays? n
meetme
after announcement 12345
Second Change Vector screen
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Meet-me Conference
This is what happens when a person calls the Meet-me
Conference telephone number:
Each caller hears announcement 12340, which says something
like: “Welcome to the Meet-me Conferencing service. Enter your
conference access code.” Each caller enters the access code
937821. The collect vector step 1 collects the access code digits.
If the access code is valid, the vector processing continues with
vector step 6.
If the access code is invalid, the vector processing continues with
vector step 3, which plays announcement 12341. Announcement
12341 says something like: “The access code you entered is
invalid. Please enter the access code again.”
Vector step 6 is only valid for the first caller into the Meet-me
Conference. The meet-me-idle condition routes the first caller to
announcement 12344 (vector step 11). The recorded
announcement says something like: “You are the first party to
join the call.” The caller is then routed to the Meet-me
Conference call by vector step 12 and vector processing stops.
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Issue 4 May 2002
59
vectors/VDNs
If the caller enters the wrong access code again, the vector
processing continues with vector step 5, which plays
announcement 12342. Announcement 12342 says something like:
“This access code is invalid. Please contact the conference call
coordinator to make sure you have the correct conference
telephone number and access code. Good bye.” The caller is
disconnected.
Managing vectors and VDNs
Vector step 7 is used when the Meet-me Conference already has
the maximum of six parties on the call. The meet-me-full
condition disconnects the caller after playing announcement
12345 (vector step 14). The recorded announcement 12345 says
something like: “This Meet-me Conference is filled to capacity.
Please contact the conference call coordinator for assistance.
Good bye.”
If a caller enters the correct access code, is not the first caller, and
the conference call is not full, vector processing continues with
vector step 8, which plays announcement 12343. The
announcement says something like: “Your conference call is
already in progress.” The caller is then routed to the Meet-me
Conference call by vector step 9 and vector processing stops.
As each caller enters the conference call, all parties on the call
will hear an “entry” tone. When the conference call is over and
callers drop out of the conference call, any remaining parties on
the call will hear an “exit” tone.
Options for vector steps
collect — When the Meet-me Conf field is enabled, the collect
vector step collects the next six digits and uses those digits as the
access code for a Meet-me Conference call. See vector steps 1
and 3 in the example.
goto — The goto vector step has two conditions:
60
■
meet-me-idle
■
meet-me-full
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Meet-me Conference
The meet-me-idle condition routes the first caller
accessing a Meet-me Conference to the conference call.
An announcement step, saying they are the first party to
access the call, can be given to the caller. See vector steps
6 and 11 in the example.
The meet-me-full condition is used when the Meet-me
Conference already has the maximum of six parties on the
call. See vector steps 7 and 14 in the example.
The goto step vector also has an option, meet-me access, for the
digits condition to verify that the access code is valid. If the
access code entered by the caller equals the access code
administered for the VDN, vector processing continues. See
vector steps 2 and 4 in the example.
route-to — The route-to vector step has one condition: meetme.
When successful, this condition adds the caller to the Meet-me
Conference call, and all parties on the call hear an “entry” tone to
signify that another caller has joined the conference. This
condition is valid when the caller has entered the correct access
code and there are not already six parties on the call. See vector
steps 9 and 12 in the example.
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vectors/VDNs
If the route-to meetme step ever fails, vector processing stops
and the caller hears busy tone.
61
Managing vectors and VDNs
Disabling Meet-me Conference
If you want to disable Meet-me Conference, you must first
remove all Meet-me Conference VDNs and vectors. If you do
not, the change is not allowed, and a message appears telling you
that you must first remove all Meet-me Conference VDNs and
vectors before you can disable this option.
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Using reports
This section explains how to generate, display, list, and print
some of the basic reports on your MultiVantage™ system, and
provides instructions for scheduling reports.
This section also contains information on how and when to use
the system monitoring reports. It explains how to interpret some
of the information displayed in the reports.
9WMRKVITSVXWGLIHYPIV
Use report scheduler to print reports automatically. Because
printing reports requires significant switch processor resources, it
is a good idea to print reports during off-peak hours.
Setting printer parameters
Report scheduler prints to the system printer connected to your
switch.
■
Use a data module extension to connect to a printer outside
of the switch room.
■
Use the EIA port to connect directly to the printer.
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63
reports
There are two ways to connect the system printer:
Using reports
Some of the defaults for the system printer are set when the
system is installed. If you make any changes to your system
configuration, you may need to change the system parameters for
the reports to print accurately.
Let’s set the parameters for the EIA port. (Note that G3R cabinets
do not have EIA ports.)
To set system parameters:
1. Type change system-parameters features and press
RETURN.
The Feature-Related System Parameters screen appears.
2. In the System Printer Extension field, type eia.
NOTE:
If you’re connecting to a data module instead of EIA, type
the extension for the data module.
3. In the Lines Per Page field, type the number of lines per
page.
For our example, leave the default of 60 in this field.
4. In the EIA Device Bit Rate field, type 9600.
NOTE:
If you are connecting to a data module instead of EIA, the
data module controls the speed.
5. Press ENTER to save your changes.
Tip:
Check frequently to ensure that the system printer has enough
paper. Reports lost to printer failure cannot be recovered.
For more information, refer to Reports for Avaya MultiVantage™
Software.
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Using report scheduler
Scheduling and printing reports
You can schedule up to 50 reports at a time. If you need to
schedule more reports, you can purchase CMS or BCMS VU. For
more information on CMS and BCMS VU refer to ‘‘Selecting a
call management system’’ on page 89.
To schedule or print a report:
1. Type a list or display command followed by the report
name and schedule and press RETURN.
For example:
list measurement attendant group schedule
The Report Scheduler screen appears.
REPORT SCHEDULER
Job Id: 2
Job Status: none
Command: list measurements attendant group
Print Interval: scheduled
Print Time: 23:00
Sun: n Mon: y Tue: n Wed: y Thu: n Fri: y
Sat: n
Report Scheduler screen
■
immediate — prints the report immediately
■
scheduled — enables you to specify the day and
time you want the report to print on a daily or
weekly basis
■
deferred — enables you to print the report once for
the date and time you specify
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65
reports
2. In the Print Interval field, specify one of the following
print options:
Using reports
3. For scheduled and deferred reports, complete the Print
Time field to indicate the time you want the report to print.
NOTE:
You can schedule reports in 15-minute intervals. If a
deferred report does not print within 4 hours of the
scheduled time, it is canceled and you must reschedule it.
If scheduled reports do not print within 4 hours, they print
at the next scheduled time.
4. In the Days of the Week field, type y for each day of the
week the report should print.
5. Press ENTER to save your changes.
Listing scheduled reports
You can list all of the scheduled reports and the time and day they
are scheduled to print.
To list scheduled reports:
1. Type list report-scheduler and press RETURN.
The Report Scheduler screen appears.
REPORT SCHEDULER
Job Id
Days(smtwtfs)
Command
1
4
Time
User
nynynyn
23:00
johnston
list measurements attendant positions
nnnnynn
23:45
johnston
list measurements attendant-group
Status
Type
waiting
scheduled
waiting
scheduled
Report Scheduler screen
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Using report scheduler
Changing scheduled reports
It is easy to reschedule the time and day a report prints. As an
example, let’s change the time on job ID 12 so that it prints at
10:00 p.m. (22:00).
To change the report scheduler for job ID 12:
1. Type list report-scheduler and press RETURN.
The Report Scheduler screen appears.
2. Locate the job ID for the report you want to change.
In our example the job ID is 12.
3. Type change report-scheduler 12 and press RETURN.
The Report Scheduler screen appears.
4. In the Print Time field, type 22:00.
reports
5. Press ENTER to save your changes.
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67
Using reports
Removing scheduled reports
As your needs change, you may want to remove certain reports
from the report scheduler. The following example removes
Job 12 from the report scheduler.
Tip:
You can use list report-scheduler to determine which reports
you want to remove.
To remove job 12 from the report scheduler:
1. Type remove report-scheduler 12 and press RETURN.
The Report Scheduler screen appears.
2. Press ENTER to remove the report.
NOTE:
If you want to print a different report, you must remove the old
report from the report scheduler, and then add the new report.
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Analyzing report data
%REP]^MRKVITSVXHEXE
Most of the information displayed in these reports is measured in
CCS (centum call seconds). CCS equals the amount of call traffic
it takes to keep one piece of traffic-sensitive equipment busy for
0.6 minutes. To convert CCS to minutes, use the following
equation:
minutes = the number of CCS/0.6
For more information, refer to Reports for Avaya MultiVantage™
Software.
9WMRKEXXIRHERXVITSVXW
■
Attendant Group Measurements report — measures
attendant group traffic
■
Attendant Positions Report — measures individual
attendant performance
■
Attendant Group Performance report — measures
attendant group performance
The system automatically gathers the information for these
reports, so you can use them to view attendant information at any
time.
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69
reports
Attendant group reports enable you to assess the quality of
service provided to anyone who calls your attendant. Monitor
these reports to ensure that attendant groups are adequately
staffed. There are three attendant reports:
Using reports
Measuring attendant group traffic
The Attendant Group Measurements report provides peak hour
traffic measurements for any attendant group. It displays a
summary of attendant group activity for yesterday’s peak, today’s
peak, and the last hour.
To display the Attendant Group Measurements report:
1. Type list measurements attendant group and press
RETURN.
The Attendant Group Measurements screen appears.
Switch Name: Cust_Switch_Name
Grp
Siz
2
2
2
Meas
Hour
1000
1100
1500
- - - - Ans Abnd
1000 0
1006 0
1007 0
Date: 4:40 pm MON APR 15, 1998
ATTENDANT GROUP MEASUREMENTS
Calls - - - - - - - Time - - - Time Speed
Qued H-Abd Held
Avail Talk Held
Abnd Ans(sec)
0
0
0
200
80
0
0
0
YEST PEAK
0
0
0
212
76
0
0
0
TODAY PEAK
0
0
0
224
64
0
0
1
LAST HOUR
Attendant Group Measurements screen
There are several ways to determine if traffic flow is optimal. For
example:
■
If the Time Abandon field approximately equals the
average delay, the attendant group is staffed appropriately.
■
If the number of calls in the Abandon (Abdn) field is high,
according to your company standards, you may need to
schedule additional attendants during peak hours.
For information on how to calculate the average answering delay,
and what the data in the fields represent, refer to Reports for
Avaya MultiVantage™ Software.
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Using attendant reports
Measuring individual attendant performance
The Attendant Positions Report provides peak individual
attendant position measurements. It displays a summary of each
attendant’s activity for yesterday’s peak, today’s peak, and the
last hour. This report enables you to assess personnel
performance and to identify when additional attendant training is
necessary.
To display the Attendant Positions report:
1. Type list measurements attendant positions and press
RETURN.
The Attendant Positions Measurements screen appears.
Measuring attendant group performance
The Attendant Group Performance report displays the average
speed of calls answered for each hour of a 24-hour period, for
either yesterday or today.
To display today’s Attendant Group Performance report:
1. Type list performance attendant-group today and press
RETURN.
reports
The Attendant Speed of Answer screen appears.
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71
Using reports
8VYROKVSYTVITSVXW
Trunk Group Reports can help you detect traffic flow problems
such as out-of-service trunks, load balance, or peak-hour
blocking.
Tip:
If a trunk appears to have intermittent service, use list testcalls
summary to determine whether a specific trunk member is not
functioning.
If you suspect a trunk is having problems, use Automatic Circuit
Assurance (ACA) to monitor the trunk group. Refer to the Avaya
MultiVantage™ Little Instruction Book for basic diagnostics for
more information about ACA.
Summary of trunk group activity
The Trunk Group Summary report displays traffic measurements
for all trunk groups except for personal central office line groups.
The Trunk Group Summary report displays traffic measurements
for yesterday’s peak, today’s peak, or the last hour.
To display the Trunk Group Summary report for the last hour:
1. Type list measurements trunk-group summary
last-hour and press RETURN.
The Trunk Group Summary Report screen appears.
Use this report to determine general traffic flow. For more
detailed information about a particular trunk group, see ‘‘Hourly
trunk group activity’’ on page 73.
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Trunk group reports
The Trunk Group Summary report allows you to determine
measurement data such as the trunk group’s total usage, the total
number of calls, and trunk blockage.
If a trunk is out of service, see ‘‘Out-of-service trunks’’ on page
74. It is best to make adjustments to a trunk group only when all
of the trunks are functioning.
For more information on interpreting the reports, refer to Reports
for Avaya MultiVantage™ Software.
Hourly trunk group activity
Trunk Group Hourly reports are used in conjunction with the
Trunk Group Summary report to locate trunk problems. For
example, if the Traffic Group Summary report indicates a traffic
flow problem, run the hourly report to help you locate the
problem.
reports
When you run this report, you first specify the trunk group you
want to monitor on the Trunk Group Measurement screen. Once
you select the trunk group you want to gather data on, the system
starts collecting information on the trunk group activity. The
Trunk Group Hourly report can display up to 24 hours of
information. For example, if you started data collection on
Thursday at noon (12:00) you would have 24-hours of data by
noon (12:00) on Friday.
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73
Using reports
To monitor trunk group 12 for the next hour:
1. Type change meas-selection trunk-group and press
RETURN.
The Trunk Group Measurement Selection screen appears.
2. Move to a measurement field and type 12.
3. Press ENTER to save your changes.
The system records the activity of trunk group 12 for the
next hour.
4. Type list measurements trunk-group hourly 12 and
press RETURN.
The Trunk Group Hourly report displays data from the
previous hour.
Out-of-service trunks
The Trunk Outage Measurements report lists the trunks that were
out-of-service during a selected period of time. This report may
include up to five out-of-service trunks and lists how many times
each trunk was out during the specified time. The system records
trunk-outage data for the last hour, current day, and previous day.
To display the Trunk Outage Measurements report for yesterday:
1. Type list measurements outage-trunk yesterday and
press RETURN.
If there are no outages, the form is blank.
The Trunk Outage Measurements report samples trunk activity
once per hour. Therefore, if the report covers several hours, but
indicates only a small number of outages, a trunk member may be
providing intermittent service.
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Trunk group reports
Current trunk group status
The Trunk Group Status report displays a current view of the load
on various trunk groups by showing the number of calls waiting
for service. This report shows data for 60 trunk groups at a time,
but you can start the display at any number you want. For
example, let’s display trunk groups 5 and up.
To display the Trunk Group Status report:
1. Type monitor traffic trunk-groups 5 and press RETURN.
The Trunk Group Status report displays trunk groups 5
through 64.
This report shows only administered trunk groups.
2. Press CANCEL to return to the prompt.
Least used trunks
The Trunks Lightly Used Measurements report lists the five trunk
members with the lowest number of calls carried for each trunk
group. The system shows trunk lightly-used data for the last hour,
current day, or previous day. Let’s display this report for today.
To display the Trunks Lightly Used Measurements report for
today:
If the trunk member in the Calls Carried field has an unusually
low number of calls compared to other trunk members, use
Facility Test Calls to determine how a specific trunk member is
functioning. To monitor a particular trunk group, use Automatic
Circuit Assurance (ACA). Refer to Avaya MultiVantage™ Little
Instruction Book for basic diagnostics for more information.
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75
reports
1. Type list measurements lightly-used-trunk today and
press RETURN.
Using reports
1IEWYVMRKGEPPGIRXIV
TIVJSVQERGI
Standard switch reports on MultiVantage™ provide valuable data
about your center’s operation.
What should I measure?
Focus on three things:
■
How many calls are answered?
■
How fast are calls answered?
■
How cost-effective is the system?
MultiVantage™ has three hunt group reports that give you
information about agents, hunt groups, trunks, and trunk groups
to help you answer these questions. The reports are:
76
■
Hunt Group Measurements
■
Hunt Group Performance
■
Hunt Group Status
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Measuring call center performance
The table below shows you how to monitor the performance of
your call center by using these reports. To use the table, pick what
you want to measure from the column headings. As you read
down the column, each row shows the fields on a particular hunt
group report — if any — that measure that aspect of call center
performance.
Reports
Hunt Group
Measurements
How many calls are
answered?
How fast?
Costeffective?
Calls Ans/Aban.
Speed Ans (sec)
Total Usage
Time
Available
Hunt Group
Performance
Speed Ans (sec)
Hunt Group Status
LCIQ
For detailed information on these reports, see Reports for Avaya
MultiVantage™ Software.
How many people can use switch reports?
csi
si
r
1
3
7
reports
The number of switch administrators and super-users who can log
in simultaneously to view switch reports varies with the type of
switch you have:
A scheduled report counts as a login. Therefore, you should
schedule reports to print during off-hours.
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77
Using reports
Viewing hunt group reports
These procedures tell you how to display or print switch hunt
group reports.
Viewing Hunt Group Measurements reports
The Hunt Group Measurements report displays call data for each
hunt group in your system. You can print this report for
yesterday’s peak, today’s peak, or the last hour.
A peak hour is the hour during which the greatest usage of agent
time occurred. Use this report to determine the time of day with
the most traffic or to measure traffic during the previous hour.
Let’s print the Hunt Group Measurements report for today’s peak:
1. Type list measurements hunt-group today-peak print
and press RETURN.
Viewing Hunt Group Performance reports
The Hunt Group Performance report gives both the slowest
hourly average speed of answer for each hunt group and the daily
average. You can run the report for today or yesterday. This report
can help you quickly find times during the day when your staffing
is too low.
To display a Hunt Group Performance report for yesterday:
1. Type list performance hunt-group yesterday and press
RETURN.
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Using security reports
Viewing Hunt Group Status reports
The Hunt Group Status report displays a current view of your
hunt groups. This report shows 32 hunt groups at a time. To
display higher-numbered hunt groups, type the number of the first
hunt group to be displayed. For example, let’s display hunt
groups 2 and higher.
To display the Hunt Group Status report:
1. Type monitor traffic hunt-groups 2 and press RETURN.
The Hunt Group Status report displays hunt groups 2
through 33.
2. Press CANCEL to return to the prompt.
This report shows all hunt groups in the range, even if you have
not administered them.
For more information on interpreting any of these reports, refer to
Reports for Avaya MultiVantage™ Software.
9WMRKWIGYVMX]VITSVXW
reports
Security Violation Notification lets you know when someone
may be trying to break into the system. Refer to the Avaya
MultiVantage™ Little Instruction Book for basic administration
for information on how to set Security Violation Notification.
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Using reports
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Understanding call centers
This section introduces you to inbound call centers. It shows how
to set up a simple inbound call center and lists things to consider
as you plan and design your center.
;LEXMWEGEPPGIRXIV#
A call center is a way of organizing people and equipment to
achieve particular business goals. For example, you can use a call
center to make several people accessible through one number or
to handle multiple calls simultaneously. Call centers work by
organizing staff (called agents) with specific functions or
expertise into hunt groups.
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call center
Call centers use some of the features covered in other chapters of
this book: hunt groups, announcements, vectors, and VDNs. In
this section, we’ll show you how these features work together in a
call center.
Understanding call centers
4PERRMRKEGEPPGIRXIV
Good planning is crucial to setting up an effective call center.
Before you administer any part of your call center on
MultiVantage™, you should have a plan that is thorough and
specific. Your call center plan should identify:
■
the purpose of the call center — what the call center has to
do to be successful
■
expected call volume — the number of calls you expect
per day, per week, and per month
■
type of calls — whether the call center should answer
internal or external calls or both
■
agent functions — the major agent functions
■
necessary resources — the resources you must add to the
system, such as trunk groups and phones
Once you develop a plan for the call center, organize agents
according to their functions. These agent groups will be your hunt
groups.
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Planning a call center
Setting up the call flow
Decide how you want your system to handle calls and what you
want callers to experience. You may find it helpful to list the
possible situations a call may encounter. Set up the call flow by
adding hunt groups, setting up queues, adding announcements,
and writing vectors. Refer to earlier sections of this book for
details on completing these tasks.
Let’s set up an example call flow. We’ll set up a hunt group so
that the work load is evenly distributed and up to 2 calls wait in a
queue.
1. Type add hunt-group next and press RETURN.
The Hunt Group screen appears. In our example, the next
available hunt group is number 2.
2. In the Group Type field, type ucd-mia.
This directs the call to the most idle agent — the agent
who has waited the longest since handling a call to the
hunt group.
3. In the Queue field, type y.
4. In the Queue Length field, type 2.
5. In the Vector field, type y.
6. Complete the rest of the Hunt Group screen.
7. Press ENTER to save your changes.
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83
call center
Now that we’ve created a hunt group, let’s write a simple vector
that plays announcement 2340. This announcement asks callers to
stay on the line. If a call isn’t answered in 1 minute, the vector
sends the call to voice mail (extension 2000).
Understanding call centers
Write this vector:
01
02
03
06
CALL VECTOR
Number: 1
Name: sales hunt group
Multimedia? n
Lock? n
Basic? y EAS? n
G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n
G3V4 Adv Route? n
CINFO? n
BSR? n
queue-to split 2 pri m
announcement 2340 (“You have reached...”)
wait-time 60 sec hearing music
messaging split 99 for extension 2000
Tip:
Vectors are an optional feature. To see if your company has
vectoring, use display system-parameters
customer-options.
To make this vector work correctly, you need to create the
announcement at extension 2340 and assign a voice mailbox to
extension 2000.
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Planning a call center
Testing the system
■
With agents available, call each outside number you’ve
created for the call center. Does an agent in the appropriate
hunt group answer?
■
With only one agent available in a hunt group, make
several calls at once to that hunt group. Now that several
calls are in queue, call again and listen to the treatment
your call receives in queue. If you’ve administered an
announcement, do you hear it? Does it play when it’s
supposed to? If there’s a music source, does it play when
it’s supposed to? Do queue warning lamps flash when
they’re supposed do?
■
With all agents in Aux Work, call the hunt group. Does the
call follow the intended path?
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85
call center
Before your new call center goes live, test the system to make
sure it works the way you expect it to work.
Understanding call centers
Monitoring your call center
This step never ends. Monitor your call center’s performance
regularly so you can solve problems quickly and adjust to
changing conditions.
It’s critical that you monitor a new call center closely for the first
month. Use the hunt group and trunk reports described in ‘‘Using
reports’’ on page 63 to track your system. If you underestimated
call volume and trunk capacity, or overestimated agent
productivity, you need to change your system immediately.
In addition, perform a traffic analysis when your call center
begins operation. Work with your Avaya representative and your
local network provider. A traffic analysis gives you a
comprehensive picture of the demands on your system and how
well the system is performing.
For example, trunk reports tell you how often your trunks reach
100% occupancy. Your network provider may be able to tell you
how many callers are getting a busy signal from the CO when all
of your incoming trunks are in use. You need both pieces of
information to determine the total demand that your system needs
to meet.
If your business is growing, regular traffic analysis is crucial. Use
traffic analysis to project future demands on your system and plan
expansions accordingly.
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Understanding Automatic Call Distribution
Viewing system capacity
The capacities of your system depend on the type of switch you
have, the software you’re using, and your contract with Avaya.
Use the System Capacity screen to view the maximum capacities
of your system and your current level of usage. Remember,
however, that the capacities you’ve purchased from Avaya may
be lower than the maximums shown on the switch.
For example, to find out how many hunt groups your
MultiVantage™ system can support:
1. Type display capacity and press RETURN.
The System Capacity screen appears.
2. Go to the page that shows capacities for Hunt Groups,
Splits, or Skills.
This screen shows the system limits for hunt groups and
how much of this capacity is currently used.
9RHIVWXERHMRK%YXSQEXMG'EPP(MWXVMFYXMSR
Automatic Call Distribution (ACD) is a MultiVantage™ feature
used in many call centers. ACD gives you greater flexibility to
control call flow and to measure the performance of agents.
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call center
ACD systems operate differently from non-ACD systems, and
they can be much more complex. ACD systems can also be more
powerful because they allow you to use features and products that
are not available in non-ACD systems.
Understanding call centers
Enhancing an ACD system
All call center management systems (such as Avaya’s Basic Call
Management System (BCMS), BCMSVu, and the sophisticated
CentreVu® 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 MultiVantage™ reports. For a comparison
of these systems, see ‘‘Selecting a call management system’’ on
page 89.
Call vectoring greatly enhances the flexibility of a call center, and
most vectoring functions require ACD. Vectoring is a simple
programming language that allows you to custom design every
aspect of call processing. For more information on call vectoring,
see ‘‘What are vectors?’’ on page 40.
Together, ACD and vectoring allow you to use Expert Agent
Selection (EAS). For a variety of reasons, you may want certain
agents to handle specific types of calls. For example, you may
want only your most experienced agents to handle your most
important customers. You may have multilingual agents who can
serve callers in a variety of languages.
EAS allows you to classify agents according to their specific
skills and then to rank them by ability or experience within each
skill. MultiVantage™ uses these classifications to match each call
with the best available agent. For more information on call
vectoring and EAS, see the Administrator’s Guide for Avaya
MultiVantage™ Software and the Avaya MultiVantage™ Call
Center Software Release 11 Call Vectoring and Expert Agent
Selection (EAS) Guide.
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Understanding Automatic Call Distribution
Selecting a call management system
Basic Call
Management System
(BCMS)
BCMS runs on the switch. With BCMS, you can print
reports to a printer connected to your terminal, or schedule
reports to print on the system printer.
BCMS Vu
BCMS Vu software runs on a PC with Windows 95 or
Windows NT. BCMS Vu takes BCMS data and stores it on
a PC. Users can run real-time and historical reports and
export data to other applications such as spreadsheets.
VuStats
VuStats runs on the switch. An administrator, split
supervisor, or agent uses VuStats to view BCMS data on a
display telephone.
CentreVu CMS
CentreVu CMS is a large, multi-faceted reporting system
that runs on a Sun SPARC server or Sun Enterprise
workstation. CentreVu CMS can measure more aspects of
switch performance and produce a greater variety of
reports than any of the other 3 products. CMS also allows
streamlined ACD administration.
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89
call center
Avaya provides management systems for the call centers that
need more detailed and flexible reporting. These applications are
optional. Contact your Avaya representative for more
information.
Understanding call centers
Use the following criteria to help you choose a call management
system.
How many people
need to monitor splits
simultaneously?
more than 3
use CentreVu CMS,
VuStats, or BCMS Vu
3 or fewer
use standard switch reports
or BCMS
How long do you
need to store report
data?
more than 7 days
use CentreVu CMS or
BCMS Vu
7 days
use BCMS (summary
report)
1 day
use standard switch reports
(up to 24 hours), VuStats,
or BCMS (24-hour detail)
work code or stroke count
data, individual trunks,
vectors
use CentreVu CMS
agents, trunk groups,
splits/skills, VDNs
use CentreVu CMS,
BCMS Vu, BCMS, or
VuStats
trunk group or hunt group
data only
use standard switch reports
What ACD elements
do you need to
monitor?
90
Issue 4 May 2002
Send feedback: [email protected]
Understanding Automatic Call Distribution
Use the following criteria to help you choose a reporting system.
If the following scenarios do not describe your needs, standard
switch reports or BCMS are probably adequate.
Do small inefficiencies or
lapses in service cause big
loss of profits?
Use CentreVu CMS or BCMS Vu. Both systems have
exception alerting to notify you of problems
immediately.
Do you frequently
generate special reports for
clients or senior
management?
Use CentreVu CMS or BCMS Vu. Both systems allow
custom report development, though CentreVu CMS
allows maximum flexibility in those reports. In
addition, CentreVu CMS allows you to create forecasts
of call volume and needed staffing.
Do you need an electronic
wallboard to display status
for your center?
Use CentreVu CMS or BCMS Vu. Both systems allow
wallboard display of report data.
Where to get more information
■
Basic Call Management System Operations for Avaya
MultiVantage™
■
BCMS Vu Software User Guide
■
CentreVu Call Management System Administration
Send feedback: [email protected]
Issue 4 May 2002
91
call center
The Administrator’s Guide for Avaya MultiVantage™ Software
has more details about BCMS, BCMS Vu, VuStats, and CentreVu
CMS. For more complete information, see:
Understanding call centers
92
Issue 4 May 2002
Send feedback: [email protected]
Glossary
GL
%
Abbreviated Dialing
A feature that allows callers to place calls by dialing just one or two digits.
access code
A dial code used to activate or cancel a feature or access an outgoing trunk.
analog phone
A phone that receives acoustic voice signals and sends analog electrical
signals along the phone line.
ARS partitioning
A feature that allows you to route calls differently for different groups of
users.
attendant
A person at a console who provides personalized service for incoming callers
and voice-services users by performing switching and signaling operations.
attendant console
The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to
another extension or trunk, put a call on hold, and remove a call from hold.
Attendants using the console can also manage and monitor some system
operations.
Audio Information Exchange (AUDIX)
A fully-integrated voice-mail system. Can be used with a variety of
communications systems to provide call-history data, such as subscriber
identification and reason for redirection.
Send feedback: [email protected]
Issue 4 May 2002
93
Glossary
Automatic Alternate Routing (AAR)
A feature that routes calls to alternate routes when facilities are unavailable.
Automatic Call Distribution (ACD)
A feature that gives users more flexibility in routing calls to hunt group
agents. ACD also allows external measurement systems such as BCMS and
CentreVu® CMS to be used.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost route
for toll calls.
&
barrier code
A security code used with Remote Access to prevent unauthorized access.
bridge (bridging)
The appearance of a phone’s extension at one or more other phones.
bridged appearance
A call appearance on a phone that matches a call appearance on another
phone for the duration of a call.
94
Issue 4 May 2002
Send feedback: [email protected]
Glossary
'
call appearance
For the phone or attendant console, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold calls. Lights
next to the button show the status of the call appearance.
Call Detail Recording (CDR)
A feature that records call data.
Call Vectoring
A feature that allows users to provide flexible, customized call handling by
writing a series of instructions in a simple programming language.
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
centum call seconds (CCS)
CCS is a unit for measuring call traffic. One CCS equals 100 seconds. Call
traffic for a facility, such as a hunt group or phone, is scanned every 100
seconds. If the facility is busy, it is assumed to have been busy for the entire
scan interval. There are 3600 seconds per hour, so a facility that is busy for
an entire hour will be measured as being busy for 36 CCS.
central office (CO)
The location of phone switching equipment that provides local phone service
and access to toll facilities for long-distance calling.
circuit
A channel or transmission path between two or more points.
Class of Restriction (COR)
A feature that defines call-origination and call-termination restrictions.
Send feedback: [email protected]
Issue 4 May 2002
95
Glossary
Class of Service (COS)
A feature that determines whether users can activate certain features.
coverage answer group
A group of phones that ring simultaneously when a call is redirected to it.
coverage path
The order in which calls are redirected to alternate phones.
coverage point
An extension designated as an alternate phone in a coverage path.
(
data module
A digital interface device between the switch and data equipment.
Direct Department Calling (DDC)
A method for distributing hunt group calls to agents. The switch searches
through all the hunt group extensions in order, starting with the first
extension. As soon as the switch finds an available extension, it connects the
call. Compare to Uniform Call Distribution (UCD).
)
Expert Agent Selection (EAS)
A feature allowing incoming calls to be routed to specialized groups of
agents within a larger pool of agents.
extension
A number by which calls are routed through a communications system.
96
Issue 4 May 2002
Send feedback: [email protected]
Glossary
external call
A connection between a communications system user and a party on the
public network or on another communications system in a private network.
*
facility
A telecommunications transmission pathway and associated equipment.
feature access code (FAC)
A code users dial to access a system feature.
feature button
A button on a phone or attendant console used to access a specific feature.
,
hunt group
A group of extensions that all can receive calls directed to a single phone
number. When a call arrives at the group number, the switch searches
(“hunts”) for an available extension in the group and connects the call to that
extension.
internal call
A connection between two users on the same phone system.
Send feedback: [email protected]
Issue 4 May 2002
97
Glossary
1
major alarm
An indication of a component failure that requires immediate attention.
minor alarm
An indication of a component failure that could affect customer service.
multiappearance phone
A phone equipped with several call-appearance buttons allowing the user to
handle more than one call on that same extension at the same time.
4
pickup group
A group of individuals authorized to answer any call directed to an extension
within the group.
port carrier
A carrier in a cabinet containing port circuit packs, power units, and service
circuits. Also called a port cabinet.
primary extension
The main extension associated with the physical phone or data terminal.
principal
A phone that has its primary extension bridged on one or more other phones.
public network
The network that can be openly accessed by all customers for local and
long-distance calling.
98
Issue 4 May 2002
Send feedback: [email protected]
Glossary
6
redirection criteria
Information administered for each phone’s coverage path that determines
when an incoming call is redirected to coverage.
7
skill
An attribute assigned to an agent in a system using Expert Agent Selection.
An agent’s skill indicates a specialty in which the agent is proficient.
split
An ACD hunt group.
system administrator
The person who maintains overall customer responsibility for system
administration.
system printer
An optional printer that may be used to print scheduled reports via the report
scheduler.
system report
A report that provides historical traffic information for internally measured
splits.
Send feedback: [email protected]
Issue 4 May 2002
99
Glossary
8
trunk
A dedicated telecommunications channel between 2 phone systems or COs.
trunk group
Telecommunications channels assigned as a group for certain functions that
can be used interchangeably between two communications systems or COs.
9
Uniform Call Distribution (UCD)
A method for distributing hunt group calls to agents by comparing agents’
workloads. MultiVantage™ can deliver each new call to the most idle agent
(the available agent who has been idle the longest since their last hunt group
call) or to the least occupied agent (the agent who has spent the least amount
of time on hunt group calls in their current shift). Compare to Direct
Department Calling (DDC).
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each point
in a multiswitch system.
:
Vector
A set of call handling instructions for MultiVantage™ that can direct the
switch to queue calls, play announcements, play music, route calls to voice
messaging, as well as many other things.
100
Issue 4 May 2002
Send feedback: [email protected]
Index
Index
books
how to order more copies, xxiv
buttons
help, xx
%
ACD, enhancing, 88
adding
announcements, 20
hunt group announcements, 35
hunt groups, 30
trunk groups, 4
vector directory numbers, 52
announcements
adding, 20
backing up, 26
definition, 19
deleting, 25
hunt group, 35
list of options, 48
recording, 22
types, 19
vector, 43
assigning hunt group agents, 32
attendant group measurements
report, 70
attendant group performance, 71
attendant positions measurement
report, 71
attendant reports, overview, 69
automatic call distribution (ACD), 37, 87
Avaya support Web site, xxiii, xxv
&
backing up, announcements, 26
Basic Call Management System
(BCMS), 89
BCMS Vu, 89
Send feedback: [email protected]
'
call center
automatic call distribution (ACD), 87
call flow, 83
creating, 83
definition, 81
management systems, 89
measuring agent performance, 87
measuring performance, 86
planning, 82
system capacity, 87
testing, 85
call center management system, 88
selecting, 90
call distribution, 37
CAMA trunks, 2
CE marks, ix
CentreVu CMS, 89
centum call seconds, 69
CO trunks, 2
commands
add hunt-group next, 30
add trunk-group, 5
add VDN, 53
change announcements, 21, 25
change console-parameters, 12, 16
change hunt-group, 10, 33, 35
change listed-directory-numbers, 12
change meas-selection
trunk-group, 74
change system-parameters
features, 64
change trunk-group, 14
Issue 4 May 2002
101
Index
commands, (continued)
change vector, 41, 49, 50
display announcements, 35
display capacity, 87
display integrated-annc-boards, 21
display system-parameters
customer-options, 41
list measurements attendant
group, 70
list measurements attendant
positions, 71
list measurements
lightly-used-trunk, 75
list measurements outage-trunk
yesterday, 74
list measurements trunk-group
hourly, 74
list measurements trunk-group
summary, 72
list member hunt group, 33
list performance attendant-group
today, 71
list report-scheduler, 66, 68
list testcalls summary, 72
list usage digit string, 40
list usage vector, 40
list VDN, 54
list vector, 40
monitor traffic trunk-group, 75
remove report-scheduler, 68
save announcements, 26
CPE trunks, 2
creating, call center, 83
102
Issue 4 May 2002
(
deleting a step, vectors, 50
deleting announcements, 25
DID trunks, 2
DIOD trunks, 2
directory numbers, vectors, 52
display events, 51
DMI-BOS trunks, 2
)
electromagnetic compatibility
standards, vi
expert agent selection (EAS), 37
extended service agreement, xxv
*
FX trunks, 2
,
handling calls
system conditions, 40
help
buttons, xx
numbers to call, xxv
hunt group night service, 10
hunt groups
adding, 30
announcements, 35
assigning agents, 32
definition, 29
Send feedback: [email protected]
Index
-
3
inserting a step, vectors, 49
ISDN-BRI trunks, 3
ISDN-PRI trunks, 3
out-of-service trunks, report, 74
4
0
list of options, vectors, 48
listing scheduled reports, 66
performance, attendant group, 71
planning, call center, 82
printer parameters, setting, 63
printing reports, 65
1
5
management systems, call center, 89
measuring agent performance, call
center, 87
Meet-me Conference, 55
Creating a vector, 57
Disabling, 62
Setting up a VDN, 56
Vector step options, 60
Verifying customer options, 55
message line, xx
message, vector, 45
queue, setting up, 33
queueing calls, 42
2
night service
hunt group, 10
interactions, 17
night station, 11
trunk group, 13
types, 9
night station service, 11
Send feedback: [email protected]
6
recording announcements, 22
redirecting calls, vectors, 46
removing scheduled reports, 68
report
attendant group measurements, 70
attendant positions
measurement, 71
attendant speed of answer, 71
least used trunks, 75
out-of-service trunks, 74
trunk group status, 75
trunk group summary, 72
reports
listing scheduled, 66
printing, 65
scheduling, 65
RLT trunks, 3
Issue 4 May 2002
103
Index
7
scheduled reports, removing, 68
scheduling reports, 65
screens, xx
Announcements/Audio Sources, 22
Attendant Group Measurements, 70
Call Vector, 42, 44, 45, 46
Console Parameters, 16
Event Report, 51, 52
first Add VDN, 56
first Change Vector, 58
Hunt Group, 10, 32, 34, 36
Listed Directory Numbers, 12
Report Scheduler, 65, 66
second Add VDN, 57
second Change Vector, 58
Trunk Group, 5, 14
Vector Directory Numbers, 54
security
concerns, xxi
service agreement, extended, xxv
setting up a queue, 33
setting, printer parameters, 63
standards
electromagnetic compatibility, vi
status line, xx
system capacity, call center, 87
8
tandem trunks, 3
testing, call center, 85
tie trunks, 3
time of day, vector, 44
TN2501AP, 20
TN750C, 19
toll fraud, xxi
104
Issue 4 May 2002
trunk group
adding, 4
least used report, 75
night service, 13
reports, 72
status report, 75
summary report, 72
trunks
CAMA, 2
CO, 2
CPE, 2
DID, 2
DIOD, 2
DMI-BOS, 2
FX, 2
ISDN-BRI, 3
ISDN-PRI, 3
RLT, 3
tandem, 3
tie, 3
WATS, 3
trunks, out-of-service report, 74
:
VAL Manager, 27
vector directory numbers (VDN), 52
vectors
announcements, 43
definition, 40
deleting a step, 50
inserting a step, 49
list of options, 48
message, 45
queueing calls, 42
redirecting calls, 46
time of day routing, 44
writing, 40
Send feedback: [email protected]
Index
Voice Announcement over LAN
(VAL), 20
voice terminals, see phones
VuStats, 89
;
WATS trunks, 3
Web site
Avaya support, xxiii, xxv
writing vectors, 40
Send feedback: [email protected]
Issue 4 May 2002
105
Index
106
Issue 4 May 2002
Send feedback: [email protected]
We’d like your opinion.
We welcome your feedback! Please let us know what you think about this book.
Avaya MultiVantage™ Solution’s
Little Instruction Book for advanced administration
555-233-757, Issue 4, May 2002
1. Please check the ways you feel we could improve this book:
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Improve the overview
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Please add details about what you think. ___________________________________
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When you have completed this form, please fax your feedback to +1 303 538-1741.
Thank you.
Helpful Avaya Customer Catalogs
Take a few minutes and visit both our product publications and
our training websites to find the latest online customer catalogs.
NOTE:
These URLs are in transition. You may need to start at avaya.com to find what you
are looking for. We are sorry for any inconvenience.
Avaya Product Publications Catalog
http://www1.avaya.com/enterprise/documentation
Browse here to find information about the latest documentation
products, including books on CD-ROM and in paper format.
You can use the Avaya Product Publications Catalog to order the
documentation you need right from this page. For some books,
you can even download electronic copies of the book!
Avaya University site
http://learning2.avaya.com
Browse here for catalog of course titles and descriptions. The
catalog includes a complete listing of products, including
classroom, CD-ROM, and video training solutions.
Look to the Avaya University site for:
■
detailed curriculum maps
■
information about certificate programs
■
locations and contact information for global training centers
TELL US WHAT YOU THINK
email: [email protected]
fax:
303-538-1741
write: Avaya Product Documentation
Rm B3-H13, 1300 W. 120th Avenue, Denver, CO 80234
s 'noituloS MTegatnaVitluM MTayavA
elttiL
noitcurtsnI
kooB
noitartsinimda decnavda rof
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f
wo eyB
n
Why this new book?
You’ve told us that you want more step-by-step instructions on everyday
administration tasks for your MultiVantage™ system, and we’ve been listening.
This book contains information on trunks, night service, announcements, hunt
groups, vectors, reports, and call centers.
233758_4.book Page i Wednesday, March 27, 2002 5:32 AM
AvayaTM MultiVantageTM Solution' s
Little
Instruction
Book
for basic diagnostics
555-233-758
Issue 4
May 2002
233758_4.book Page ii Wednesday, March 27, 2002 5:32 AM
A relationship that’s responsive to you
Avaya Service Agreement
Helping you serve your company’s customers better
Three Ways the Service Agreement Relationship Delivers Real Value to Your Company
I — Additional support to maximize uptime
✺
Around-the-clock remote monitoring, proactive diagnosis and resolution delivered
in seconds
– Possible only with the Avaya Expert Systems
✺
Priority response times, and the right technical skills & necessary parts on-site
– Intelligent dispatch possible only with the Avaya Expert Systems
✺
Fast and effective mobilization of resources and equipment in the event of an
emergency
– Emergency Service Plan restores phone service with interim systems
II — Proactive response to your company’s needs
✺
Unprecedented hacker protection to manage the risk of toll fraud related losses
– System security includes toll fraud security checks and offers toll fraud
indemnification
✺
Proactive notice of new developments that enhance your system’s quality and
reliability
– Quality Protection Plan includes hardware, software, and labor scheduled
proactively with you
III — The help that your company expects and deserves
✺
The Avaya MultiVantage™ Helpline provides personal assistance from experts to
answer questions and provide advice
– Access to support from the National Customer Care Center
✺
Web-based assistance: access to unique features for managing your communications
– On-line technical information, support, and status at:
http://www.avaya.com/support/
✺
Answers that maximize your company’s communications, quickly and consistently
– Ready access to service professionals and to Avaya expertise
Value Available Only Through an Avaya Service Agreement
Available through Avaya Authorized Dealers subscribing to ServiceSpan II
Please contact your account representative for more information on Avaya Service Agreement Support
233758_4.book Page iii Wednesday, March 27, 2002 5:32 AM
Credits
Patrons
Curtis Weeks
Supporters
Ed Cote, Randy Fox, Jerry Peel,
Pam McDonnell
Writers
Renee Getter, Cindy Bittner, Larry Brown,
Kim Livingston, Bob Sisterhen
Graphics
Laurie King, Karen Consigny
Production
Deborah Kurtright
Contributors
Cathi Schramm, Robert Plant,
John O’Keefe
Web/CD Production Ellen Heffington
Special Thanks to Kim Santich — Customer Champion;
Steven Gaipa —Marketing; Rick Thompson — MultiVantage™
User Group; Doug Schneider, Marcia Bubeck, Barry Bunch,
Dan Selvig, and Pat Dolphin — MultiVantage™ Helpline;
Sherilyn McDaniel, Norma Kugler, and Dorothy Quintana —
Avaya Switch Administrators
NOTE:
Please note: Many of these individuals are no longer in the positions listed here.
However, we continue to credit them because they were instrumental in the
creation and success of this book.
233758_4.book Page iv Wednesday, March 27, 2002 5:32 AM
Copyright 2002, Avaya Inc.
All Rights Reserved
Notice
Every effort was made to ensure that the information in this document was complete and accurate at the time of
printing. However, information is subject to change.
Preventing Toll Fraud
“Toll fraud” is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's
behalf). Be aware that there may be a risk of toll fraud associated with your system and that, if toll fraud
occurs, it can result in substantial additional charges for your telecommunications services.
Avaya Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need technical assistance or support, in the
United States and Canada, call the Technical Service Center's Toll Fraud Intervention Hotline at
1-800-643-2353.
How to Get Help
For additional support telephone numbers, go to the Avaya Web site:
http://www.avaya.com/support/
If you are:
• Within the United States, click Escalation Lists, which includes escalation phone numbers within the
USA.
• Outside the United States, click Escalation Lists then click Global Escalation List, which includes
phone numbers for the regional Centers of Excellence.
Providing Telecommunications Security
Telecommunications security (of voice, data, and/or video communications) is the prevention of any type of
intrusion to (that is, either unauthorized or malicious access to or use of) your company's telecommunications
equipment by some party.
Your company's “telecommunications equipment” includes both this Avaya product and any other voice/data/
video equipment that could be accessed via this Avaya product (that is, “networked equipment”).
An “outside party” is anyone who is not a corporate employee, agent, subcontractor, or is not working on your
company's behalf. Whereas, a “malicious party” is anyone (including someone who may be otherwise authorized) who accesses your telecommunications equipment with either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed and/or circuit-based) or asynchronous (character-, message-, or packet-based) equipment or interfaces for reasons of:
• Utilization (of capabilities special to the accessed equipment)
• Theft (such as, of intellectual property, financial assets, or toll-facility access)
• Eavesdropping (privacy invasions to humans)
• Mischief (troubling, but apparently innocuous, tampering)
• Harm (such as harmful tampering, data loss or alteration, regardless of motive or intent)
233758_4.book Page v Wednesday, March 27, 2002 5:32 AM
Be aware that there may be a risk of unauthorized intrusions associated with your system and/or its networked
equipment. Also realize that, if such an intrusion should occur, it could result in a variety of losses to your
company (including but not limited to, human/data privacy, intellectual property, material assets, financial
resources, labor costs, and/or legal costs).
Responsibility for Your Company’s Telecommunications Security
The final responsibility for securing both this system and its networked equipment rests with you - Avaya’s
customer system administrator, your telecommunications peers, and your managers. Base the fulfillment of
your responsibility on acquired knowledge and resources from a variety of sources including but not limited
to:
• Installation documents
• System administration documents
• Security documents
• Hardware-/software-based security tools
• Shared information between you and your peers
• Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and your peers should carefully program
and configure:
• Your Avaya-provided telecommunications systems and their interfaces
• Your Avaya-provided software applications, as well as their underlying hardware/software platforms
and interfaces
• Any other equipment networked to your Avaya products.
Voice over Internet Protocol (VoIP)
If the equipment supports Voice over Internet Protocol (VoIP) facilities, you may experience certain compromises in performance, reliability and security, even when the equipment performs as warranted. These compromises may become more acute if you fail to follow Avaya's recommendations for configuration, operation
and use of the equipment. YOU ACKNOWLEDGE THAT YOU ARE AWARE OF THESE RISKS AND
THAT YOU HAVE DETERMINED THEY ARE ACCEPTABLE FOR YOUR APPLICATION OF THE
EQUIPMENT. YOU ALSO ACKNOWLEDGE THAT, UNLESS EXPRESSLY PROVIDED IN ANOTHER
AGREEMENT, YOU ARE SOLELY RESPONSIBLE FOR (1) ENSURING THAT YOUR NETWORKS
AND SYSTEMS ARE ADEQUATELY SECURED AGAINST UNAUTHORIZED INTRUSION AND (2)
BACKING UP YOUR DATA AND FILES.
Standards Compliance
Avaya Inc. is not responsible for any radio or television interference caused by unauthorized modifications of
this equipment or the substitution or attachment of connecting cables and equipment other than those specified
by Avaya Inc. The correction of interference caused by such unauthorized modifications, substitution or
attachment will be the responsibility of the user. Pursuant to Part 15 of the Federal Communications Commission (FCC) Rules, the user is cautioned that changes or modifications not expressly approved by Avaya Inc.
could void the user’s authority to operate this equipment.
The equipment described in this manual complies with standards of the following organizations and laws, as
applicable:
• Australian Communications Agency (ACA)
• American National Standards Institute (ANSI)
• Canadian Standards Association (CSA)
• Committee for European Electrotechnical Standardization (CENELEC) – European Norms (EN’s)
• Digital Private Network Signaling System (DPNSS)
• European Computer Manufacturers Association (ECMA)
233758_4.book Page vi Wednesday, March 27, 2002 5:32 AM
•
•
•
•
•
•
•
•
•
European Telecommunications Standards Institute (ETSI)
FCC Rules Parts 15 and 68
International Electrotechnical Commission (IEC)
International Special Committee on Radio Interference (CISPR)
International Telecommunications Union - Telephony (ITU-T)
ISDN PBX Network Specification (IPNS)
National ISDN-1
National ISDN-2
Underwriters Laboratories (UL)
Product Safety Standards
This product complies with and conforms to the following international Product Safety standards as applicable:
Safety of Information Technology Equipment, IEC 60950, 3rd Edition including all relevant national deviations as listed in Compliance with IEC for Electrical Equipment (IECEE) CB-96A.
Safety of Laser products, equipment classification and requirements:
• IEC 60825-1, 1.1 Edition
• Safety of Information Technology Equipment, CAN/CSA-C22.2 No. 60950-00 / UL 60950, 3rd Edition
• Safety Requirements for Customer Equipment, ACA Technical Standard (TS) 001 - 1997
• One or more of the following Mexican national standards, as applicable: NOM 001 SCFI 1993, NOM
SCFI 016 1993, NOM 019 SCFI 1998
Electromagnetic Compatibility (EMC) Standards
This product complies with and conforms to the following international EMC standards and all relevant
national deviations:
Limits and Methods of Measurement of Radio Interference of Information Technology Equipment, CISPR
22:1997 and EN55022:1998.
Information Technology Equipment – Immunity Characteristics – Limits and Methods of Measurement,
CISPR 24:1997 and EN55024:1998, including:
• Electrostatic Discharge (ESD) IEC 61000-4-2
• Radiated Immunity IEC 61000-4-3
• Electrical Fast Transient IEC 61000-4-4
• Lightning Effects IEC 61000-4-5
• Conducted Immunity IEC 61000-4-6
• Mains Frequency Magnetic Field IEC 61000-4-8
• Voltage Dips and Variations IEC 61000-4-11
• Powerline Harmonics IEC 61000-3-2
• Voltage Fluctuations and Flicker IEC 61000-3-3
233758_4.book Page vii Wednesday, March 27, 2002 5:32 AM
Federal Communications Commission Statement
Part 15:
Note: This equipment has been tested and found to comply with the limits for a Class A digital device,
pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection
against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications.
Operation of this equipment in a residential area is likely to cause harmful interference in which case
the user will be required to correct the interference at his own expense.
Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner that does not
provide proper answer-supervision signaling is in violation of Part 68 rules. This equipment returns answersupervision signals to the public switched network when:
• answered by the called station,
• answered by the attendant, or
• routed to a recorded announcement that can be administered by the customer premises equipment (CPE)
user.
This equipment returns answer-supervision signals on all direct inward dialed (DID) calls forwarded back to
the public switched telephone network. Permissible exceptions are:
• A call is unanswered.
• A busy tone is received.
• A reorder tone is received.
Avaya attests that this registered equipment is capable of providing users access to interstate providers of operator services through the use of access codes. Modification of this equipment by call aggregators to block
access dialing codes is a violation of the Telephone Operator Consumers Act of 1990.
This equipment complies with Part 68 of the FCC Rules. On the rear of this equipment is a label that contains,
among other information, the FCC registration number and ringer equivalence number (REN) for this equipment. If requested, this information must be provided to the telephone company.
The REN is used to determine the quantity of devices which may be connected to the telephone line. Excessive
RENs on the telephone line may result in devices not ringing in response to an incoming call. In most, but not
all areas, the sum of RENs should not exceed 5.0. To be certain of the number of devices that may be connected to a line, as determined by the total RENs, contact the local telephone company.
REN is not required for some types of analog or digital facilities.
233758_4.book Page viii Wednesday, March 27, 2002 5:32 AM
Means of Connection
Connection of this equipment to the telephone network is shown in the following table.
Manufacturer’s Port
Identifier
FIC Code
SOC/REN/ Network
A.S. Code Jacks
Off/On premises station
OL13C
9.0F
RJ2GX,
RJ21X,
RJ11C
DID trunk
02RV2-T
0.0B
RJ2GX,
RJ21X
CO trunk
02GS2
0.3A
RJ21X
CO trunk
02LS2
0.3A
RJ21X
Tie trunk
TL31M
9.0F
RJ2GX
Basic Rate Interface
02IS5
6.0F, 6.0Y
1.544 digital interface
04DU9-BN, 6.0F
1KN, 1SN
RJ48C,
RJ48M
120A2 channel service unit
04DU9-DN 6.0Y
RJ48C
RJ49C
If the terminal equipment (for example, the MultiVantageTM Solution equipment) causes harm to the telephone
network, the telephone company will notify you in advance that temporary discontinuance of service may be
required. But if advance notice is not practical, the telephone company will notify the customer as soon as possible. Also, you will be advised of your right to file a complaint with the FCC if you believe it is necessary.
The telephone company may make changes in its facilities, equipment, operations or procedures that could
affect the operation of the equipment. If this happens, the telephone company will provide advance notice in
order for you to make necessary modifications to maintain uninterrupted service.
If trouble is experienced with this equipment, for repair or warranty information, please contact the Technical
Service Center at 1-800-242-2121 or contact your local Avaya representative. If the equipment is causing harm
to the telephone network, the telephone company may request that you disconnect the equipment until the
problem is resolved.
It is recommended that repairs be performed by Avaya certified technicians.
The equipment cannot be used on public coin phone service provided by the telephone company. Connection
to party line service is subject to state tariffs. Contact the state public utility commission, public service commission or corporation commission for information.
This equipment, if it uses a telephone receiver, is hearing aid compatible.
Canadian Department of Communications (DOC) Interference Information
This Class A digital apparatus complies with Canadian ICES-003.
Cet appareil numérique de la classe A est conforme à la norme NMB-003 du Canada.
This digital apparatus does not exceed Class A limits for radio noise emission set out in the radio interference
regulation of the Canadian Department of Communications.
Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux
appareils manicures de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le
ministére des Communications du Canada.
233758_4.book Page ix Wednesday, March 27, 2002 5:32 AM
This equipment meets the applicable Industry Canada Terminal Equipment Technical Specifications. This is
confirmed by the registration number. The abbreviation, IC, before the registration number signifies that registration was performed based on a Declaration of Conformity indicating that Industry Canada technical specifications were met. It does not imply that Industry Canada approved the equipment.
DECLARATIONS OF CONFORMITY
United States FCC Part 68 Supplier’s Declaration of Conformity (SDoC)
Avaya Inc. in the United States of America hereby certifies that the equipment described in this document and
bearing a TIA TSB-168 label identification number complies with the FCC’s Rules and Regulations 47 CFR
Part 68, and the Administrative Council on Terminal Attachments (ACTA) adopted technical criteria.
Avaya further asserts that Avaya handset-equipped terminal equipment described in this document complies
with Paragraph 68.316 of the FCC Rules and Regulations defining Hearing Aid Compatibility and is deemed
compatible with hearing aids.
Copies of SDoCs signed by the Responsible Party in the U. S. can be obtained by contacting your local sales
representative and are available on the following Web site:
http://support.avaya.com/elmodocs2/DoC/SDoC/index.jhtml/
All MultiVantageTM system products are compliant with FCC Part 68, but many have been registered with the
FCC before the SDoC process was available. A list of all Avaya registered products may be found at:
http://www.part68.org/
by conducting a search using “Avaya” as manufacturer.
European Union Declarations of Conformity
Avaya Inc. declares that the equipment specified in this document bearing the “CE” (Conformité Europeénne)
mark conforms to the European Union Radio and Telecommunications Terminal Equipment Directive (1999/5/
EC), including the Electromagnetic Compatibility Directive (89/336/EEC) and Low Voltage Directive (73/23/
EEC). This equipment has been certified to meet CTR3 Basic Rate Interface (BRI) and CTR4 Primary Rate
Interface (PRI) and subsets thereof in CTR12 and CTR13, as applicable.
Copies of these Declarations of Conformity (DoCs) signed by the Vice President of MultiVantageTM Solutions
research and development, Avaya Inc., can be obtained by contacting your local sales representative and are
available on the following Web site:
http://support.avaya.com/elmodocs2/DoC/IDoC/index.jhtml/
Japan
This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information Technology Equipment (VCCI). If this equipment is used in a domestic environment, radio disturbance
may occur, in which case, the user may be required to take corrective actions.
233758_4.book Page x Wednesday, March 27, 2002 5:32 AM
Network Connections
Digital Connections - The equipment described in this document can be connected to the network digital interfaces throughout the European Union.
Analogue Connections - The equipment described in this document can be connected to the network analogue
interfaces throughout the following member states:
Belgium
Germany Luxembourg
Netherlands
Spain
United Kingdom
LASER Product
The equipment described in this document may contain Class 1 LASER Device(s) if single-mode fiber-optic
cable is connected to a remote expansion port network (EPN). The LASER devices operate within the following parameters:
• Maximum power output –5 dBm to -8 dBm
• Center Wavelength 1310 nm to 1360 nm
• CLASS 1 LASER PRODUCT IEC 60825-1: 1998
Use of controls or adjustments or performance of procedures other than those specified herein may result in
hazardous radiation exposure. Contact your Avaya representative for more laser product information.
To order copies of this and other documents:
Call:
Avaya Publications Center
Voice 1.800.457.1235 or 1.410.568.3680
FAX 1.800.457.1764 or 1.410.891.0207
Write:
Globalware Solutions
200 Ward Hill Avenue
Haverhill, MA 01835 USA
Attention: Avaya Account Management
E-mail: [email protected]
233758_4.book Page xi Wednesday, March 27, 2002 5:32 AM
Contents
;IPGSQI
■
■
■
■
■
■
■
■
■
■
■
Why this book?
We wrote this book for you!
What information is in this book?
How to use this book
Security concerns
Trademarks and service marks
Related books
Tell us what you think!
How to get this book on the web
How to order more copies
How to get help
xvii
xvii
xviii
xix
xxi
xxi
xxii
xxii
xxiii
xxiii
xxiv
/IITMRKW]WXIQMRJSVQEXMSR
■
■
■
Keeping baseline information
Retrieving baseline information
Securing backups
1
2
4
'LIGOMRKW]WXIQWXEXYW
■
Problem-solving strategies
Viewing the system status
Viewing general system operations
Send feedback: [email protected]
5
6
7
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Contents
■
Viewing the status of a station
Viewing the status of your cabinets
Viewing changes to the system (history report)
How can Avaya help?
8
9
10
11
7SPZMRKGSQQSRTVSFPIQW
■
■
■
Diagnosing a problem
Solving common phone problems
The user cannot dial out
Incoming calls ring but do not reach the user
The message lamp on the phone does not go out
Diagnosing general trunk problems
Diagnosing tie trunk problems
Diagnosing modem problems
Diagnosing printer troubles
Diagnosing password, login, and terminal access problems
Diagnosing SAT problems
Solving call center problems
Can’t record an announcement on
Integrated Announcement Boards
Callers don’t hear announcement
A device in an Auto Answer hunt group doesn’t respond
Too many abandoned calls
Customers complain they get a busy signal
Send feedback: [email protected]
Issue 4 May 2002
13
14
15
16
17
17
18
18
19
19
19
20
20
21
22
22
23
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Contents
%PEVQWERHIVVSVW
■
■
■
Maintenance reports
Alarm logs
Clearing alarm logs
Assigning alarm buttons
Understanding common error types
Error type 18 — busied out
Error type 513 — equipment “missing”
Error type 1 — circuit pack removed
Preventing alarms and errors
Turn off maintenance
Remove unused circuit packs
DS1 administration
25
31
34
34
34
35
36
37
38
38
39
40
9WMRKJIEXYVIWXSXVSYFPIWLSSX
■
Using features to troubleshoot
Automatic Circuit Assurance
Busy Verify
Facility Busy Indication
Facility Test Calls
Trunk Identification
Send feedback: [email protected]
41
41
43
46
47
49
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Contents
7SPZMRK-4ERH,TVSFPIQW
■
■
■
xiv
Solving softphone problems
Users cannot login (register) with IP softphone
User is logged in, but cannot use softphone for calls
Cannot listen to messages with INTUITY Message Manager
Users get message “Action cannot be completed”
User cannot conference or transfer
Users cannot use Directory
Other tips
Sound quality problems
Isolating problems in the LAN or MultiVantage™
Running a mute test
Checking the PC volume control
Checking for packet loss and jitter
Other possible causes
Basic troubleshooting tools
Using ping
Using trace-route
Finding the IP address
Verifying the IP softphone registration
Verifying the trunk type
When all else fails
Issue 4 May 2002
51
51
52
52
53
53
53
53
54
54
55
55
55
56
56
56
57
59
59
60
60
Send feedback: [email protected]
233758_4.book Page xv Wednesday, March 27, 2002 5:32 AM
Contents
'SRXEGXMRK%ZE]E
■
■
Preparing to contact Avaya
Contacting Avaya
61
63
+PSWWEV]
-RHI\
%ZE]E'YWXSQIV7YTTSVX[IFWMXI
Send feedback: [email protected]
-RWMHIFEGOGSZIV
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Contents
xvi
Issue 4 May 2002
Send feedback: [email protected]
233758_4.book Page xvii Wednesday, March 27, 2002 5:32 AM
Welcome
;L]XLMWFSSO#
You’ve told us that you want more information on how to keep
your Avaya MultiVantage™ system up and running, and we’ve
been listening. This book contains the basic technical knowledge
you need to understand your telephone system. There are some
differences between the different versions of MultiVantage™, but
the information provided will help you with the most basic
operations.
;I[VSXIXLMWFSSOJSV]SY
Use this book if you are a MultiVantage™ system administrator.
Mark it up, make notes in it. If you are a new administrator taking
over the position from someone else or if you simply want to
refresh your memory, this book is for you.
Send feedback: [email protected]
Issue 4 May 2002
xvii
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Welcome
;LEXMRJSVQEXMSRMWMRXLMWFSSO#
The Little Instruction Book for basic diagnostics is divided into
sections to guide you through your day-to-day operations.
Keeping system information explains what kind of baseline
information you should keep and how to retrieve the information
from your switch. It also shows you how to verify that your
backups are successful.
Checking system status explains different problem-solving
strategies. It also tells you how to view the status of your system
and any changes that have been made.
Solving common problems tells you what questions to ask to
solve common problems. It walks you through examples of
diagnosing and correcting typical problems, and explains how to
solve basic call center problems.
Alarms and errors provides information on maintenance
reports, frequently-encountered error types, and how to prevent
some alarms and errors.
Using features to troubleshoot explains how to use specific
features to determine the status of phones, trunk lines, and
facilities.
Solving IP and H.323 problems tells you how to solve basic IP
softphone and IP trunk and H.323 trunk problems.
Contacting Avaya explains how to escalate problems to Avaya
and lists what information you should gather before you call.
xviii
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233758_4.book Page xix Wednesday, March 27, 2002 5:32 AM
How to use this book
,S[XSYWIXLMWFSSO
Become familiar with the following terms, procedures, and
conventions. They help you use this book with your telephone
system and its software.
■
To “move” to a certain field, you can use the TAB key,
arrows, or the RETURN key.
■
A “screen” is a screen form displayed on the terminal
monitor.
■
In this book we always use the term phone; other Avaya
books may refer to phones as voice terminals.
■
If you use terminal emulation software, you need to
determine which keys correspond to ENTER, RETURN,
CANCEL, HELP, NEXT PAGE, etc.
■
Commands are printed in bold face as follows: command.
■
Keys and buttons are printed as follows: KEY.
■
Screen displays are printed in constant width as follows:
screen display.
■
Variables are printed in italics as follows: variable.
■
We show complete commands in this book, but you can
always use an abbreviated version of the command. For
example, list configuration station can be entered as list
config sta.
■
We show commands and screens from the newest
MultiVantage™ system and refer to the most recently
released books. Please substitute the appropriate
commands for your system (if necessary) and refer to the
manuals you have on hand.
Send feedback: [email protected]
Issue 4 May 2002
xix
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Welcome
■
If you need help constructing a command or completing a
field entry, remember to use HELP.
— When you press HELP at any point on the command line,
a list of available commands appears.
— When you press HELP with your cursor in a field on a
screen, a list of valid entries for that field appears.
■
The status line or message line can be found near the
bottom of your monitor display. This is where the system
displays messages for you. Check the message line to see
how the system responds to your input. Write down the
message if you need to call our helpline.
■
When a procedure requires you to press ENTER to save
your changes, the screen you were working on clears and
the cursor returns to the command prompt. The message
line shows “command successfully completed” to
indicate that the system accepted your changes.
You may see the following icons in this book:
Tip:
Draws attention to information that you may find helpful.
NOTE:
Draws attention to information.
xx
Issue 4 May 2002
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233758_4.book Page xxi Wednesday, March 27, 2002 5:32 AM
Security concerns
! CAUTION:
Denotes possible harm to software, possible loss of data, or
possible service interruptions.
! SECURITY ALERT:
Indicates when system administration may leave your
system open to toll fraud.
7IGYVMX]GSRGIVRW
Toll fraud is the theft of long distance service. When toll fraud
occurs, your company is responsible for charges.
Call the Avaya Security Hotline at 1 800 643 2353 or contact
your Avaya representative for more information. Refer to the
Avaya Security Handbook for tips on how to prevent toll fraud.
8VEHIQEVOWERHWIVZMGIQEVOW
The following are registered trademarks of Avaya:
■
AUDIX®
■
Callmaster®
■
CONVERSANT
■
DEFINITY®
Intuity®
■
MultiVantage™
■
®
Acrobat® is a registered trademark of Adobe Systems
Incorporated.
Windows®, WindowsNT®, NetMeeting® are registered
trademarks of Microsoft Corporation.
Send feedback: [email protected]
Issue 4 May 2002
xxi
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Welcome
6IPEXIHFSSOW
The Avaya MultiVantage™ Little Instruction Book for basic
administration and Avaya MultiVantage™ Little Instruction Book
for advanced administration are companions of this book. We
suggest you use them often.
The Administrator’s Guide for Avaya MultiVantage™ Software
explains system features and interactions in detail. It provides a
reference for planning, operating, and administering your system,
and we refer to it often. Please note that prior to April 1997, this
same information was in two separate books: the DEFINITY
Implementation and the DEFINITY Feature Description books.
We also refer to the Overview for Avaya MultiVantage™ Software
and the Avaya Security Handbook.
8IPPYW[LEX]SYXLMRO
Let us know what you like or don’t like about this book. Although
we can’t respond personally to all your feedback, we promise we
will read each response we receive.
Write to us at: Avaya
Product Documentation Group
Room B3-H13
1300 W. 120th Avenue
Denver, CO 80234 USA
Fax to:
MultiVantage™ documentation team
1 303 538 1741
Send email to: [email protected]
xxii
Issue 4 May 2002
Send feedback: [email protected]
233758_4.book Page xxiii Wednesday, March 27, 2002 5:32 AM
How to get this book on the web
,S[XSKIXXLMWFSSOSRXLI[IF
If you have internet access, you can view and download the latest
version of the Avaya MultiVantage™ Little Instruction Book for
basic diagnostics. To view the book, you must have a copy of
Acrobat Reader.
To access the latest version:
1. Access the Avaya Customer Support web site at
http://www.avaya.com/support/
2. Click on Online Services, then Documentation, then
Recent Documents, then look for the latest
MultiVantage™ release.
3. Search for 555-233-758 (the document number) to view
the latest version of the book.
,S[XSSVHIVQSVIGSTMIW
Call: Avaya Publications Center
Voice: 1-800-457-1235 or 1-410-568-3680
Fax: 1-800-457-1764 or 1-410-891-0207
Write: Globalware Solutions
Attn: Avaya Account Management
200 Ward Hill Ave, Haverhill, MA 01835 USA
E-mail:[email protected]
Order: Document No. 555-233-758, Issue 4, May 2002
We can place you on a standing order list so that you will
automatically receive updated versions of this book. For more
information on standing orders, or to be put on a list to receive
future issues of this book, please contact the Avaya Publications
Center.
Send feedback: [email protected]
Issue 4 May 2002
xxiii
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Welcome
,S[XSKIXLIPT
If you need additional help, first access the Avaya Customer
Support web site at http://www.avaya.com/support/. Click
the Escalation Lists link in the lower right side of the page for
the most recent information. If you are outside the USA, also
click the Global Escalation List link for the phone numbers for
the regional Centers of Excellence.
You can also access the following services. You may need to
purchase an extended service agreement to use some of these
services. See your Avaya representative for more information
MultiVantage™ Helpline (for help with
feature administration and system
applications)
1 800 225 7585
National Customer Care Center Support Line
(for help with maintenance and repair)
1 800 242 2121
Avaya Toll Fraud Intervention
1 800 643 2353
Avaya Corporate Security
1 800 822 9009
Avaya Centers of Excellence
xxiv
— Asia/Pacific
65 872 8686
— Western Europe/Middle East/South
Africa
44 1252 77 4800
— Central/Eastern Europe
361 645 4334
— Central/Latin America Caribbean
1 303 804 3778
— Australia
61 2 9352 9090
— North America
1 800 248 1111
Issue 4 May 2002
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233758_4.book Page 1 Wednesday, March 27, 2002 5:32 AM
information
Keeping system information
This section explains what kind of system records to keep and
how to collect the data. It also tells you how to make sure your
backups are successful.
/IITMRKFEWIPMRIMRJSVQEXMSR
Baseline information consists of:
■
the original switch configuration
■
any upgrades and changes
■
switch capabilities (for example, if your company uses a
call center or telecommuting)
The very best set of records starts with information on the
original set up of your switch. Most companies keep at least one
paper copy of baseline information, with duplicate paper or
electronic copies kept off site. Update this information any time
you make changes to your switch.
Send feedback: [email protected]
Issue 4 May 2002
1
233758_4.book Page 2 Wednesday, March 27, 2002 5:32 AM
Keeping system information
Use baseline information to help you diagnose problems with
your phone system. Also, this information is crucial in the event
you need to reconstruct the information on your switch, such as in
a disaster recovery.
Tip:
Avaya Warranty and Service Agreement customers are
automatically enrolled in the Emergency Service Plan. The plan
provides coverage for disasters such as fire, flood, and storms.
Under this plan, Avaya restores basic telephone service on a
priority basis. We can also lease a MultiVantage™ system to
Warranty and Service Agreement customers or can ship a
replacement MultiVantage™ system, if necessary.
6IXVMIZMRKFEWIPMRIMRJSVQEXMSR
You can retrieve much of the hardware and configuration
information you need right from your system administration
terminal (SAT).
■
Use display commands to see individual records.
■
Use list commands to view a group of records.
■
Add print to display or list commands to create paper
copies of the records from your switch.
Tip:
Be sure your printer is set up to print from the SAT. See the Avaya
MultiVantage™ Little Instruction Book for basic administration
for more information.
Keep track of the equipment and settings listed in the following
table. Use the commands in this table to access the appropriate
screens.
2
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233758_4.book Page 3 Wednesday, March 27, 2002 5:32 AM
Retrieving baseline information
information
group records
individual records
switch
configuration
the features your
company purchased
display system parameters
customer
switch capacity
capacities enabled on
your switch
display capacity
cabinets and
carriers
number of cabinets and
carriers
list cabinet
circuit packs
board type and vintage
list configuration all
display circuit-packs
trunks
type of service
list trunk-group
display trunk-group n
phones
model number, extension
number, name, location,
cable, and jack
list station
list extension-type
display station n
display extension n
class of restriction
(COR)
calling privileges
list cor
display cor n
class of service
(COS)
display cos
feature access
codes
display
feature-access-codes
feature parameters
display system-parameters
features
dial plan
display dial plan
coverage paths
list coverage path
display coverage path n
announcements
extension, type, name,
port
display announcements
vectors
Vector Directory Number
(VDN), vector number
list vector
list VDN
display vector n
display VDN n
list hunt-group
display hunt-group n
hunt groups
Send feedback: [email protected]
information
switch component
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Keeping system information
7IGYVMRKFEGOYTW
Backup your system regularly to keep your records up to date.
■
Use save translations to backup changes to your switch.
■
Use save announcements to backup changes to
announcements.
To verify that a backup was successful, review the Command
Completion Status field.
■
If the status field says Success, then the backup of the
translations or the announcements was successful.
■
If the status field does not say Success, record the Error
Code and use the following list to determine what
happened:
— 1 = unable to save to active-spe device
— 2 = unable to save to standby-spe device
Tip:
See the Avaya MultiVantage™ Little Instruction Book for basic
administration for more information on performing backups.
4
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233758_4.book Page 5 Wednesday, March 27, 2002 5:32 AM
This section explains how to use switch information to keep track
of the general health and status of your system. It tells you how to
access system-wide and individual information, and describes
how to check when changes are made to your system.
4VSFPIQWSPZMRKWXVEXIKMIW
As an administrator, one of your responsibilities is to check the
status of your switch to determine whether it is performing
properly. This is a proactive approach to system diagnostics.
■
Use the status command to check on the operation of your
system. See ‘‘Viewing the system status’’ on page 6 for
more information.
■
Use display alarms and display errors to closely monitor
your switch. See ‘‘Alarms and errors’’ on page 25 for more
information.
Another of your responsibilities is to respond to reports of phone
problems from your users. You generally have to use a reactive
approach to system diagnostics to perform this important
function. See ‘‘Solving common problems’’ on page 13 for more
information.
Send feedback: [email protected]
Issue 4 May 2002
5
status
Checking system status
233758_4.book Page 6 Wednesday, March 27, 2002 5:32 AM
Checking system status
Viewing the system status
Use system status screens to monitor various parts of your
system. To be prepared for problems, you’ll want to become
familiar with what these reports look like when your system is
operating well.
To view a list of the types of status reports you can run:
1. Type status and press HELP.
The Help screen appears.
This screen lists all the possible items for which you can
request status.
Please enter one of the following object command words:
access-endpoint
hardware-group
psa
administered-connection health
processor-channels
attendant
interface
remote-access
bri-port
journal-link
signaling-group
card-mem
link
sp-link
cdr-link
logins
station
clan-ip
mst
synchronization
clan-port
packet-interface
sys-link
cleared-alarm-notif
periodic-scheduled
system
conference
pms-link
trunk
data-module
pri-endpoint
tti
esm
Help screen for status command
Let’s look at a few example status screens.
6
Issue 4 May 2002
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233758_4.book Page 7 Wednesday, March 27, 2002 5:32 AM
Problem-solving strategies
Viewing general system operations
Use the status health screen to determine whether everything is
operating smoothly and to see a summary of your system status.
You can use this report to look at alarms, see if anything is busied
out, or check for any major problems.
status
To view the status health screen:
1. Type status health and press RETURN.
The Status Health screen appears.
_______: status health (page 1) 2/26/2002 2:27:15 PM
SPE: B/auto
A/functional
PNC: B-PNC/auto A-PNC/functional
Pwr: comm Sync:primary Logins:5
Cab
1
2
3
4
5
OCC:St: 2%
ALARMS:Maj: 16
BUSYOUT:Trk: 0
EmTr Maj Min Wrn PNC
auto0
1 57 up
auto0
0 51 up
auto- 16
1 54 up
auto0
1 103 up
auto0
0 240 up
Cab
__
__
__
__
__
EmTr
_____
_____
_____
_____
_____
Sm: 23% Cp: 1%
Min:
3 Wrn: 505
Stn:
0 Oth:
0
Maj
___
___
___
___
___
Min
___
___
___
___
___
Wrn
___
___
___
___
___
Idl: 74%
PNC
___
___
___
___
___
Status health screen
Send feedback: [email protected]
Issue 4 May 2002
7
233758_4.book Page 8 Wednesday, March 27, 2002 5:32 AM
Checking system status
Viewing the status of a station
Use status station to view the setup of each individual station.
This command is often the first place to gather information when
a user reports a problem with a phone.
For example, if a user tells you that the phone rings a short ring
and the call goes directly to coverage, use status station to see if
SAC is activated on the user’s extension.
To view the status of extension 7236:
1. Type status station 7236 and press RETURN.
The General Status screen appears. In our example, you
can see that this 7406+ phone is working properly
(in-service/on-hook), but send all calls (SAC) is active.
This would explain why they cannot answer their calls
before they go to coverage.
Type:
Extension:
Port:
Call Parked?
Ring Cut Off Act?
Active Coverage Option:
Message Waiting:
Connected Ports:
GENERAL STATUS
7406+
Service State:
7236
Download Status:
02A0306
SAC Activated?
no
User Cntrl Restr:
no
Group Cntrl Restr:
1
CF Destination Ext:
ACD STATUS
Grp/Mod Grp/Mod Grp/Mod Grp/Mod Grp/Mod
/
/
/
/
/
/
/
/
/
/
/
/
/
/
/
On ACD Call? no
Occupancy: 0.0
in-service/on-hook
not-applicable
yes
none
none
HOSPITALITY STATUS
Awaken At:
User DND: not activated
Group DND: not activated
Room Status: non-guest room
General Status screen
8
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Problem-solving strategies
Viewing the status of your cabinets
Use the system status cabinet screen to become familiar with the
service state of your individual cabinets. This screen also reports
any alarms against your cabinets.
To view the status of your system cabinets:
status
1. Type status system all-cabinets and press RETURN.
The System Status Cabinet screen appears.
SPE
1A
1B
MODE
standby
active
SERVICE
TDM STATE
1B
in
1A
in
EMERGENCY
TRANSFER
1A
1B
SYSTEM STATUS CABINET 1
SELECT SPE ALARMS
TONE/ SERVICE SYSTEM SYSTEM
SWITCH MAJOR MINOR
CLOCK STATE
CLOCK
TONE
auto
0
0
1A
in
standby standby
spe b
0
0
1B
in
active active
CONTROL DEDICATED
SERVICE BUS ALARMS
BUS
OPEN BUS
CHANNEL
TONES
PKT
STATE MAJOR MINOR
FAULTS LEADS
n
n
y
y
1
in
n
n
0
0
SELECT
SERVICE
CABINET
SWITCH
EXP-LINK
STATE
MODE
TYPE
on
01A01-02A01
in
active
MCC
auto-off
01B01-02B02
in
standby
System Status Cabinet screen
Using a number of the status commands can go a long way in
helping you know if your system is running OK.
Send feedback: [email protected]
Issue 4 May 2002
9
233758_4.book Page 10 Wednesday, March 27, 2002 5:32 AM
Checking system status
Viewing changes to the system (history report)
Use the history report to see what kind of changes have been
made to your system. For example, if users report that the
coverage on their phones is not working, check the history report
to see if any changes have been made to a coverage path.
The history report lists the date, time, login level, action taken,
and the screen for any change to your system. The history report
does not show you exactly what data or field was changed.
To view the history report and review the recent changes to your
system:
1. Type list history and press RETURN.
The History screen appears.
Date
3/16
3/16
3/16
3/16
3/15
3/15
3/15
3/15
3/15
3/15
3/15
3/15
3/15
3/15
HISTORY
Date of Loaded Translation: 2:48pm Sat
Time Port
Login
Actn Object
2:33 INADS
inads
logn
1:16 INADS
inads
logf
1:16 MGR1
craft
logf
0:39 INADS
inads
logn
7:17 MGR1
craft
cha
hunt-group
7:05 MGR1
craft
cha
system-param
7:04 INADS
inads
logf
7:04 MGR1
craft
cha
system-param
7:04 MGR1
craft
cha
coverage
7:03 MGR1
craft
cha
system-param
6:09 MGR1
craft
cha
console-para
6:06 MGR1
craft
add
station
6:06 MGR1
craft
add
station
5:35 MGR1
craft
cha
console-para
Jul 26, 1997
Qualifier
2
features
features
path 1
features
next
next
History screen
10
Issue 4 May 2002
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233758_4.book Page 11 Wednesday, March 27, 2002 5:32 AM
How can Avaya help?
With an Avaya Service Agreement or warranty coverage, your
MultiVantage™ system is linked to Avaya Expert Systems for
constant remote monitoring, proactive diagnosis and trouble
resolution. This electronic monitoring is so effective that 70% of
all troubles are remotely identified, diagnosed, and resolved. This
round-the-clock coverage is the best in the industry, helping to
provide maximum up-time for your voice communication system.
Also, Avaya is the first in the industry to provide Power Surge
Protection, completely covering the costs of product damage due
to power surges. You are automatically covered if your system is
under Warranty or Service Agreement, and power protection has
been installed, all local and national electrical codes have been
followed, and Avaya site requirements have been met. Service
Agreement and warranty customers will receive first priority
toward resolution of these problems.
Send feedback: [email protected]
Issue 4 May 2002
11
status
,S[GER%ZE]ELIPT#
233758_4.book Page 12 Wednesday, March 27, 2002 5:32 AM
Checking system status
12
Issue 4 May 2002
Send feedback: [email protected]
233758_4.book Page 13 Wednesday, March 27, 2002 5:32 AM
Solving common problems
solving
This section tells you the questions to ask and the information to
gather to solve some of the most basic phone problems. It also
describes how to solve common call-center problems.
(MEKRSWMRKETVSFPIQ
As a system administrator, an important part of your job is to
respond to trouble calls from users. You can identify some of the
most common of these problems by following a few simple steps,
asking the right questions, and trying to recreate the problem.
Use a set of questions to determine if:
■
the equipment or process has worked before and is now
broken, or if this is a new set-up that you need to correct
■
the problem comes from your company’s own equipment,
or if the problem comes from your vendor
■
the problem originates within your switch, or if the source
of the problem is outside of your own facility
Send feedback: [email protected]
Issue 4 May 2002
13
233758_4.book Page 14 Wednesday, March 27, 2002 5:32 AM
Solving common problems
Ask the following basic questions of yourself, your users, and
other switch administrators who work with you:
■
Is this a new feature or piece of equipment, or did it work
before but does not work now?
■
Does the trouble arise when dialing outside the switch,
dialing into the switch, or dialing inside the switch?
■
Can we duplicate the problem?
7SPZMRKGSQQSRTLSRITVSFPIQW
This section describes the approach that many administrators take
to diagnose and correct common problems. Following is a list of
suggested actions you can take if you have a problem.
14
■
ask for the exact symptoms
■
try to duplicate the problem or have the user show you the
problem
■
look at the phone
■
find out if the phone was swapped out
■
check the physical connections (for example, see if the
phone is plugged in)
■
check that the phone is where it is supposed to be
■
try the phone at another location
■
ask if the cord or handset was changed
■
check status station
■
use display station to look at the station screens
page-by-page
Issue 4 May 2002
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Solving common phone problems
■
check the station screens for SAC, coverage paths
■
look at printed switch records for discrepancies
■
check the alarms and errors logs
■
clear any alarms and errors
■
test the circuit packs
The user cannot dial out
A user calls to report that his phone “does not work.” Strangely
enough, this seems to be the most commonly reported problem!
Ask questions to find out what is really wrong and how to fix it.
To find out why a phone “does not work,” ask these questions:
■
How does the phone “not work?” Does the problem occur
when:
— they try to answer a ringing incoming call
— they try to make a call
■
If the problem occurs when they try to make a call, is the
call
— internal, station to station
— external, to an outside phone
■
Is the problem with just one number, or are they unable to
place any outgoing calls?
Send feedback: [email protected]
Issue 4 May 2002
15
solving
Let’s take a look at the types of problems users report to their
system administrators, and see how to diagnose and correct the
problem.
233758_4.book Page 16 Wednesday, March 27, 2002 5:32 AM
Solving common problems
■
Is this a new phone, or is this a new problem with an
existing phone (were they able to call out before)
■
Do they hear dial tone before they try to call?
■
What do they hear after they dial?
— a tone of some kind
— a message
— static
— nothing
■
If they hear a message after they dial, what is the exact
message?
If the message says that the call cannot be completed as
dialed, the problem is likely your ARS programming. See
the Avaya MultiVantage™ Little Instruction Book for basic
administration for more information on changing your
outbound routing.
Incoming calls ring but do not reach
the user
Another user calls to report that his phone “does not work.” Ask
questions similar to the ones listed above. You determine that the
user can call out, and that the phone rings but there is no call on
the line when the user picks up.
Type status station to see if send all calls is activated.
16
Issue 4 May 2002
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Solving common phone problems
The message lamp on the phone does not go out
This problem often occurs even when the messages associated
with the phone have been cleared.
To clear a message waiting light:
1. At the command prompt, type clear amw all nnnn where
nnnn is the extension, and press RETURN.
The following questions help you determine a problem with a
trunk.
■
Is the trouble on every call or is the trouble intermittent?
■
Are you getting any sort of recordings when you try to dial
out on this trunk?
■
Can you identify the trunk in question?
Use a trunk access code (tac) to identify the trunk,
especially if the console has a trunk ID button.
■
Is there static on the call?
This is likely a problem with the trunk external to the
switch.
■
Have you notified your vendor of this problem?
Send feedback: [email protected]
Issue 4 May 2002
17
solving
Diagnosing general trunk problems
233758_4.book Page 18 Wednesday, March 27, 2002 5:32 AM
Solving common problems
Diagnosing tie trunk problems
■
Is the problem on incoming calls only?
■
Is the problem on outgoing calls only?
■
What happens when you try to use this trunk?
■
Have you notified the T1 vendor?
■
Does this trunk connect to another location?
If so, try to determine the IL number of that location.
■
Do you know the circuit ID of this trunk?
Diagnosing modem problems
■
What is the extension of the modem?
■
Is the modem connected through the switch?
■
What is the modem connected to?
For example, computer, fax, or CMS?
18
■
Have the setup options been changed or checked recently?
■
What company manufactures the modem?
■
What is the model number?
Issue 4 May 2002
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Solving common phone problems
Diagnosing printer troubles
■
What is the problem with the printer?
■
What is the printer used for?
For example, is it connected to the switch, CMS, CAS, or
maybe AUDIX?
■
Who manufactures the printer?
■
What is the model number?
solving
Diagnosing password, login, and terminal access problems
If the problem is with remote dial-in access, ask:
■
How do you dial in?
■
What type of software or dialing program do you use?
■
What error messages do you see when you try to dial in?
If your password expired, is not working, or is incorrect, call
Avaya for assistance in getting the issue resolved.
Diagnosing SAT problems
■
What type of terminal is it?
■
What type of trouble are you having?
Send feedback: [email protected]
Issue 4 May 2002
19
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Solving common problems
7SPZMRKGEPPGIRXIVTVSFPIQW
This section helps you identify and solve common problems
affecting hunt groups, splits, announcements, and caller access.
The tables below describe symptoms and solutions for common
problems in call centers not using ACD or call vectoring.
Can’t record an announcement on
Integrated Announcement Boards
20
Possible Causes
Solutions
You do not get port 0 when
you start to record an
announcement.
If port 0 is in use when you start to record an
announcement, you hear a reorder (or fast-busy)
tone followed by silence. Redial the
announcement access code and extension every
45 seconds until your recording session is
successful.
The phone you are using to
record the announcement
does not have a COS with
console permission.
Use the station screen to change the COS for that
phone to a different COS that has console
permissions.
The Pro (protected) field on
the Recorded Announcements
screen is y.
Set this field to n to allow changes from a phone
with console permissions.
The proper procedure was not
used.
Try again. Verify the Feature Access Code
(FAC) you’re using.
The extension you want to
use is not assigned to an
announcement.
Check the number you’re dialing, or assign the
extension to an announcement on the Recorded
Announcements screen.
Issue 4 May 2002
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Solving call center problems
Possible Causes
Solutions
There is insufficient time left
on the announcement board.
Use list integrated-annc-boards to display
the Integrated Announcement Board screen to
show the time remaining on each board.
■
Create a shorter announcement.
■
Shorten existing announcements.
■
Rerecord existing announcements at a lower
compression rate. Be sure the audio quality
at the lower compression rate is acceptable.
■
Delete some announcements.
■
Add an additional announcement board.
Callers don’t hear announcement
Possible Causes
Solutions
All announcement
ports are frequently
busy and no queue is
administered for the
announcement.
Set the Q field on the Recorded Announcements
screen to y. (Set this field to y for every extension
assigned to an integrated announcement board.) If the
problem continues, add another announcement board.
No announcement is
recorded.
Dial the announcement extension. If you hear a fast
busy signal, there is no announcement. Record one.
The announcement
board malfunctioned.
Re-record the announcement.
Send feedback: [email protected]
Issue 4 May 2002
21
solving
Can’t record an announcement on
Integrated Announcement Boards
233758_4.book Page 22 Wednesday, March 27, 2002 5:32 AM
Solving common problems
A device in an Auto Answer hunt group doesn’t respond
Possible Causes
Solutions
The device is off or
malfunctioning.
With UCD-MIA, since a malfunctioning unit will be
the most idle port all calls to the hunt group may begin
to go to the malfunctioning device.
1. Dial each modem’s extension until you find the
one that isn’t answering.
2. Busy out that device, or remove its extension
number from the Hunt Group screen until the
device can be fixed.
Too many abandoned calls
22
Possible Causes
Solutions
There is no coverage path.
Assign a coverage point in the Coverage Path
field on the Hunt Group screen.
Announcements are not
being used or need to be
changed.
Create announcements that encourage callers to
wait. Tell callers their call is very important and
ask them to stay on the line.
Customers aren’t willing to
wait until the call is
answered.
Add agents to reduce average speed of answer.
Issue 4 May 2002
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Solving call center problems
l
Possible Causes
Solutions
Trunk capacity is
insufficient.
Check the system Trunk Summary report,
including yesterday-peak, today-peak and last
hour. Print last-hour once an hour during business
hours.
Check the % ATB (All Trunks Busy) field for
both incoming and two-way trunks. If this figure
is consistently high for ONE-WAY incoming
trunks, calls are probably being blocked. Add
trunks.
If ARS is being used on a two-way trunk, it may
need further investigation.
MultiVantage™ can’t tell you if calls are being
blocked in the central office. Ask your network
provider to do a traffic study on incoming calls.
The administered queue
length is too short.
Set the Queue Length field on the Hunt Group
screen to a value equal to or greater than the
number of hunt group agents. Add more agents.
There’s no coverage path.
Assign a coverage point in the Coverage Path
field on the Hunt Group screen.
Send feedback: [email protected]
Issue 4 May 2002
23
solving
Customers complain they get a busy signal
233758_4.book Page 24 Wednesday, March 27, 2002 5:32 AM
Solving common problems
24
Issue 4 May 2002
Send feedback: [email protected]
233758_4.book Page 25 Wednesday, March 27, 2002 5:32 AM
Alarms and errors
■
error logs
■
alarm logs
1EMRXIRERGIVITSVXW
Your MultiVantage™ system monitors many switch components.
When a component fails or performs unacceptably, the subsystem
generates two kinds of reports:
■
detailed reports in the error log
■
general reports in the alarm log
The system detects error conditions in its components through
maintenance objects (MO). MOs are the software modules that
monitor, test, and report possible fault conditions.
Send feedback: [email protected]
Issue 4 May 2002
25
alarms/errors
This section is for adventurous administrators who are curious
about how to diagnose and fix common problems. The
information here will help you understand how to read and
interpret:
233758_4.book Page 26 Wednesday, March 27, 2002 5:32 AM
Alarms and errors
Viewing error logs
It is a good idea to run and inspect error logs on a regular basis.
You can view all active system errors on the error log. You can
also specify a particular component of your system or a certain
time period to be reported on the error log.
To view the error log:
1. Type display errors and press RETURN.
The Error Report screen appears.
ERROR REPORT
The following options control which errors will be displayed.
ERROR TYPES
Error Type:
Error List: active-alarms
REPORT PERIOD
Interval: a
From:
/ / :
To:
/ / :
EQUIPMENT TYPE ( Choose only one, if any, of the following )
Cabinet:
Port Network:
Board Number:
Port:
Category:
Extension:
Trunk ( group/member ):
/
Error Report screen
2. To see all current errors, press RETURN
OR
Indicate the errors that you want to see by entering the
information requested in each field. See the field
descriptions listed in the following section.
3. Press ENTER to view the report.
26
Issue 4 May 2002
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Maintenance reports
Field
What to enter
Error Type
error type
Error List
active-alarms, errors, or cleared-errors
Interval
h(our), d(ay), w(eek), m(onth), a(ll)
From/To
time interval by date and time
Cabinet
cabinet number (1 - 44)
Port Network
port network number (1 - 44)
Board Number
5-character board number in UUCSS format:
UU = cabinet (1-44), C = carrier (A-E), SS = slot (0-20)
Port
7-character port address in UUCSSss format:
UU = cabinet (1-44), C = carrier (A-E), SS = slot (0-20), ss = circuit
Category
category name (choose from the list below):
adm-conn
announce
bri/asai
cdr
data-mod
detector
dup-spe
environ
exp-intf
ext-dev
generatr
inads-link
infc
maint
mass-st
mbus
memory
misc
mmi
mnt-test
modem
mssnet
pkt
pms/jrnl
pnc
pncmaint
pnc-peer
procr
quick-st
s-syn
spe
stabd
stacrk
stations
sys-link
sys-prnt
tape
tdm
tone
trkbd
trkcrk
trunks
vc
vsp
wideband
alarms/errors
Error report field descriptions
wireless
Extension
assigned extension, or blank
Trunk Group
group number between 1-666
Trunk Member
group member between 1-255, or blank
Send feedback: [email protected]
Issue 4 May 2002
27
233758_4.book Page 28 Wednesday, March 27, 2002 5:32 AM
Alarms and errors
Port
01AXX1
01AXX1
01AXX1
01A0101
01A0101
Mtce
Name
PI-LINK
PI-LINK
PI-LINK
DIG-LINE
DIG-LINE
HARDWARE ERROR REPORT - ACTIVE ALARMS
Alt
Err
Aux
First
Last
Err Err
Name
Type Data
Occur
Occur
Cnt Rt
257
25
05/02/08:07 05/04/08:38 255 5
2049 1
05/02/12:03 05/02/12:03 1
0
1
25
05/02/18:48 05/03/13:57 2
0
Attd1
1537 40968 05/02/12:29 05/02/12:29 1
0
Attd1
513
0
05/02/12:29 05/02/12:29 3
0
Rt/
Hr
13
0
0
0
0
Al Ac
St
a
n
a
n
a
n
a
n
a
n
Hardware Error Report
Use the print command to print the report. Make special note of
the information in these fields:
■
28
The Port field contains information in several formats:
■
circuit pack address (UUCSS)
■
port address (UUCSSss)
■
2-digit signaling number
■
administered port network number
■
Mtce Name (the name of the Maintenance Object)
■
Alt Name (the extension with the error)
In this example, Attd1 is the digital port with the errors.
■
Error Type (represents the error condition category)
■
Aux Data (represents a detail of the Error Type)
■
First Occur (indicates the date/time of the first occurrence)
■
Err Cnt (lists how many occurrences since the first one)
Issue 4 May 2002
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233758_4.book Page 29 Wednesday, March 27, 2002 5:32 AM
Maintenance reports
Interpreting the error log
■
PI-LINK is the MO monitoring the processor interface
links to digital equipment, including adjuncts. You can see
that over 2 days (May 2 to May 4) it incurred 255 type-257
errors, 1 type-2049 error, and 2 type-1 errors.
■
The DIG-LINE errors indicate that the system can’t find
the phone administered to port 01A0101. According to the
switch, that is supposed to be attendant 1 (Alt Name).
Notice that the error type and aux data fields for both MOs
contain many different numbers. The numbers are software codes
that represent a specific error condition.
Clearing the error
If an important component in your system fails, the software
records that “event” with code numbers in the error or alarm log.
To interpret the error codes and clear the error:
1. Look up the MO (for example, DIG-LINE or PI-LINK) in
the Avaya MultiVantage™ Maintenance books for your
switch.
2. Find the error type in the Hardware Error Type table for
that MO.
Send feedback: [email protected]
Issue 4 May 2002
29
alarms/errors
The Hardware Error Report above shows five error entries. The
switch detected an unplugged digital phone. Here is how to
interpret the report:
233758_4.book Page 30 Wednesday, March 27, 2002 5:32 AM
Alarms and errors
3. Find the note associated with that error type for an
explanation of the conditions that generated the error.
4. Perform the recommended procedure to clear the error.
The recommended procedure may require you to test
alarmed components. Be sure to have test permissions
enabled.
If any tests fail or abort, you will get an error code for the
test.
5. Look up the test error code by MO in your Avaya
MultiVantage™ Maintenance books.
6. Find the numbered test listed in the test results.
7. Look for the correct combination of error code and test
result in the numbered-test tables.
30
Issue 4 May 2002
Send feedback: [email protected]
233758_4.book Page 31 Wednesday, March 27, 2002 5:32 AM
Maintenance reports
Alarm logs
Alarms are classified as major, minor, or warning, depending the
degree of severity and the effect on the system.
reported to
INADS?
reported
to console?
major
Critical service degradation
Y
Y
(occurs after 4
attempts to
call INADS)
Immediate
attention
minor
Some service degradation, but system
is operable, usually limited to a few
trunks or stations or a single feature.
Y
Y
(occurs after 4
attempts to
call INADS)
Check to see
what service is
affected
warning
Failure that causes no significant
service degradation
Note: DS1 off board faults (error type
138) generate warning alarms only,
indicating a customer network
problem. In this case, warning alarms
can cause critical service degradation.
N
(INADS can
receive
some
downgraded
warning
alarms)
N
Monitor the
situation; check
for service or
equipment
interruption or
failure outside
the switch.
take this action
alarms/errors
warning level and description
Alarms are further classified as:
■
on-board problems originate within the circuitry of the
alarmed circuit pack
■
off-board problems originate in a process or component
that is external to the circuit pack
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Issue 4 May 2002
31
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Alarms and errors
Reading the alarm log
Let’s look at an alarm log that results from an unplugged digital
phone.
To the view the alarm log:
1. Type display alarms and press RETURN.
The Alarm Report screen appears.
ALARM REPORT
The following options control which alarms will be displayed.
ALARM TYPES
Active? y
Resolved? n
Major? y
Minor? y
Warning? y
REPORT PERIOD
Interval: m
From:
/ / :
To:
/ / :
EQUIPMENT TYPE ( Choose only one, if any, of the following )
Cabinet:
Port Network:
Board Number:
Port:
Category:
Extension:
Trunk ( group/member ):
/
Alarm Report screen
2. Indicate which alarms you want to view by entering y and
ENTER after each alarm type.
Tip:
Unless you can restrict the trouble to a particular time
period, press ENTER to see all active alarms.
If you choose n for major alarms and y for minor and
warning alarms, you will not see the high-level
information that you may need to determine what is wrong
with your system.
32
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Maintenance reports
3. Press ENTER to view the alarm report.
4. The alarm report screen appears.
Port
01AXX1
01AXX1
01A0101
01A0101
01AXX1
Maintenance On
Alt
Name
Brd? Name
PI-LINK
n
PI-LINK
n
DIG-LINE
n
Attd1
DIG-LINE
n
Attd1
PI-LINK
n
ALARM REPORT
Alarm
Svc
Type
State
WARNING
WARNING
WARNING RDY
WARNING RDY
WARNING
Ack? Date
1 2
Alarmed
05/02/09:48
05/02/09:48
05/02/12:29
05/02/12:29
05/02/18:49
Date
Resolved
00/00/00:00
00/00/00:00
00/00/00:00
00/00/00:00
00/00/00:00
Alarm Report screen
The Alarm Report lists the major alarms first, followed by the
minor and warning alarms.
The alarm log in the example above shows:
■
a processor interface link (PI-LINK) at address 01AXX1
has alarmed three times on May 2 with off-board
(On Brd? = n) warnings.
■
the same port (01A0101) on a digital line (DIG-LINE)
circuit pack has alarmed twice on May 2 in response to
two different error counters (refer to the error log
example).
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Issue 4 May 2002
33
alarms/errors
Interpreting alarm logs
233758_4.book Page 34 Wednesday, March 27, 2002 5:32 AM
Alarms and errors
Clearing alarm logs
To clear an alarm log:
1. Investigate or fix the first major alarm in the log.
2. See if other alarms are retired by fixing the most severe
problem first.
Assigning alarm buttons
You can administer feature button lamps on any phone to act as
alarm indicators, similar to the alarm lamp on the attendant
console. The following table describes the meaning of the green
light associated with an alarm button.
status of light
meaning
flashing green
an alarm occurs
steady green
INADS notified and acknowledges alarm
light goes off
an alarm is resolved
Press the alarm button to turn off the light. The light flashes again
if the alarm is still active when the next maintenance routine runs.
9RHIVWXERHMRKGSQQSRIVVSVX]TIW
This section discusses frequently-encountered error types, and
explains why they occur.
34
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Understanding common error types
Error type 18 — busied out
Error type 18 is a reminder from the switch that a component has
been busied out. The busyout command is used to temporarily
disable a component and is usually used before you test or replace
a component.
Use the release command (permissions enabled) to restore a
component to its normal operating mode.
For example, you receive a complaint that a phone does not work.
As part of your diagnosis, you:
■
use status station
■
alarms/errors
OR
view the hardware error report for error 18
To view a hardware error report for error 18:
1. Type display errors and press RETURN.
The Hardware Error Report screen appears.
2. Fill in the Error Type field and press RETURN.
In our example, type 18.
The Hardware Error Report for error 18 appears.
Port
Mtce
Name
Alt
Name
01A0901 DIG-LINE 1234
HARDWARE ERROR REPORT - ACTIVE ALARMS
Err
Aux
First
Last
Err Err Rt/ Al Ac
Type Data
Occur
Occur
Cnt Rt Hr St
18
03/09/00:30 03/09/00:30
1
0
0
a
n
Hardware Error Report (error type 18)
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Issue 4 May 2002
35
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Alarms and errors
The log entry indicates that extension 1234, a digital line, is
busied out (Err Type 18).
Use the release command (permissions enabled) to remove the
busyout status from the station. In our example:
1. Type release port 01A0901 (permissions enabled) and
press RETURN.
The station is no longer busied-out.
Error type 513 — equipment “missing”
Error type 513 notifies you that equipment such as phones, data
modules, or circuit packs, are administered but not physically
connected to the switch.
For example, view a hardware error report for error 513:
1. Type display errors and press RETURN.
The Hardware Error Report screen appears.
2. Fill in the Error Type field and press RETURN.
In our example, type 513.
The Hardware Error Report for error 513 appears.
Port
01C0507
HARDWARE ERROR REPORT - ACTIVE ALARMS
Mtce
Alt
Err
Aux
First
Last
Err Err Rt/ Al Ac
Name
Name
Type Data
Occur
Occur
Cnt Rt Hr St
DIG-LINE 7157
513
0
03/09/00:30 03/09/00:30 1
0
0
a n
Hardware Error Report (error type 513)
36
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Understanding common error types
In this example, a digital phone is missing. A port on the digital
line circuit pack (DIG-LINE) at cabinet 1, carrier C, slot 05,
port 07 does not have its administered equipment physically
present (Error Type 513).
To fix error 513 in our example:
1. Plug the phone into the jack assigned to port 01C0507.
2. Type test station 7157 (permissions enabled) and press
RETURN to test the phone.
The system will clear the error only after the system runs
its administered checks and diagnostics.
Error Type 1 often indicates that an administered circuit pack has
been removed.
To correct the problem and clear Error type 1:
1. Replace and latch the circuit pack in its administered slot.
The next time the system runs its routine maintenance
program, it should be able to “see” the circuit pack and the
error will not appear.
Send feedback: [email protected]
Issue 4 May 2002
37
alarms/errors
Error type 1 — circuit pack removed
233758_4.book Page 38 Wednesday, March 27, 2002 5:32 AM
Alarms and errors
4VIZIRXMRKEPEVQWERHIVVSVW
This section lists a few common causes of unnecessary alarms.
Turn off maintenance
The Remote Loop-Around Test sends a burst of current to
activate a phone’s ringer. If the ringer responds, the test detects
the return. Data modules, fax machines and modems do not have
ringers and do not respond to this test. This generates an error on
that port.
You should turn off this test for data modules, fax machines and
modems. Turning off the test does not affect the performance of
any of these devices.
To turn off the maintenance test:
1. Type change data-module extension and press RETURN.
The following screen appears:
DATA MODULE
Data Extension: 3151
Name: joes r2cms pdm
BCC: 2
Type: pdm
COS: 1
Remote Loop-Around Test? n
Port: 01C0501
COR: 1
Secondary data module? n
ITC: restricted
TN: 1
Connected to: dte
ABBREVIATED DIALING
List1:
SPECIAL DIALING OPTION:
ASSIGNED MEMBER ( Station with a data extension button for this data module )
Ext
Name
1:
Data module screen
2. Change the Remote Loop-Around Test field to n.
3. Press ENTER to save your changes.
38
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Preventing alarms and errors
Remove unused circuit packs
Occasionally, a company upgrades phones from the 7000-series
analog model to the 8400-series digital phones. The upgrade
process is to:
1. Remove the analog line and trunk administration
2. Remove the old analog equipment
3. Rewire the workplace for the new digital phones and jacks
If the analog circuit packs remain physically plugged into the
system and are still administered as circuit packs (even though
the administration is removed in Step 1 above), the system
generates errors. This stops when you remove the administration
(change circuit-pack UUCSS) for this unused circuit pack.
Send feedback: [email protected]
Issue 4 May 2002
39
alarms/errors
4. Administer the new digital phones and circuit packs
233758_4.book Page 40 Wednesday, March 27, 2002 5:32 AM
Alarms and errors
DS1 administration
Depending on whether a DS1 circuit pack is present and whether
its ports are assigned or not, the system reports faults according to
the following table:
circuit
pack
present?
circuit
pack
administered?
ports
administered?
alarm
level
N
Y
N
warning
action
1. Replace and latch the board in its
assigned slot.
2. Remove the trunk and DS1
administration (change
circuit-pack UUCSS), leaving the
circuit pack in its assigned slot.
N
Y
Y
minor
1. Replace and latch the board in its
assigned slot.
2. Administer one or more ports
(change circuit-pack UUCSS),
leaving the circuit pack in its assigned
slot.
Y
40
N
Issue 4 May 2002
N
varies
1. Remove the circuit pack from the
carrier.
Send feedback: [email protected]
233758_4.book Page 41 Wednesday, March 27, 2002 5:32 AM
Using features to troubleshoot
9WMRKJIEXYVIWXSXVSYFPIWLSSX
You can use some MultiVantage™ features to help you identify if
your system is having problems or to help you diagnose problems
you know are occurring. The table below shows you which
features to use for various kinds of system problems.
problem area
trunks
phones
hunt
groups
X
Automatic Circuit Assurance
X
Busy Verify
X
X
Facility Busy Indication
X
X
Facility Test Calls
X
X
Trunk Identification
X
paging
groups
features
feature
X
Automatic Circuit Assurance
You can use Automatic Circuit Assurance (ACA) to help identify
faulty trunks. If activated (change system-parameters
features), your system notifies you with a referral call when it
detects unusual trunk usage like very short or very long calls. It
needs to be turned on for each individual trunk group.
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Issue 4 May 2002
41
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Using features to troubleshoot
The referral call arrives on an idle call appearance. If you answer
the call, your display shows:
■
that the call is an ACA call
■
the trunk-group access code
■
the trunk-group member number
■
the reason for the call (short or long holding time)
To use ACA on a G3V2 or older switch
1. Assign an ACA button to your phone.
2. Press the ACA button to activate your phone for referrals.
3. When you receive an ACA referral call, answer the call.
4. Record the information listed on your display to use for
further troubleshooting.
To use ACA on a G3V3 or newer switch
1. Assign an ACA-Halt button to your phone.
2. Leave the ACA-Halt button OFF to keep your phone
active for referrals.
3. When you receive an ACA referral call, answer the call.
4. Record the information listed on your display to use for
further troubleshooting.
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Using features to troubleshoot
Busy Verify
You can use Busy Verify to place test calls to check the busy
condition of trunks, phones, or hunt groups. This test helps you
determine if the trunk, phone, or hunt group is busy because of
heavy use or appears busy because of a problem.
To use Busy Verify, you should administer a Busy Verify button
on your phone.
To busy-verify a phone
1. Press the BUSY VERIFY button on your phone.
The busy verify light turns green.
features
2. Dial the extension of the phone you want to test.
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Issue 4 May 2002
43
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Using features to troubleshoot
You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
pattern
(seconds)
status of extension
next step
440 Hz
alternating
620 Hz
.25 on
invalid number
cancel and try again
combined
440 Hz +
480 Hz
1 on
3 off
repeated
idle and ringing
(working properly)
release the call
bridged onto active call
(working properly)
release the call
trouble condition
or
station administered
without hardware and
no coverage path
cancel;
use status station
extension
command for more
information
display
tone
frequency
Invalid
intercept
Terminated
ringback
Bridged
none
Out of
service
reorder
combined
480 Hz +
620 Hz
.25 on
repeated
.25 on
.25 off
repeated
To busy-verify a hunt group
1. Press the BUSY VERIFY button on your phone.
The busy verify light turns green.
2. Dial the extension for the hunt group you want to test.
You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
44
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Using features to troubleshoot
pattern
(seconds)
status of extension
next step
440 Hz
alternating
620 Hz
.25 on
invalid number
cancel and try again
display
tone
frequency
Invalid
intercept
.25 on
repeated
Terminated
ringback
combined
440 Hz +
480 Hz
1 on
3 off
repeated
idle and ringing
release the call
All made busy
reorder
combined
480 Hz +
620 Hz
.25 on
.25 off
repeated
made busy is active
release the call and
try again later
Denied
reorder
same as
above
same as
above
active on a call
release the call and
try again later
Out of
service
reorder
same as
above
same as
above
trouble condition
or
station administered
without hardware
cancel
report an
out-of-service
condition
To busy-verify a trunk
1. Press the BUSY VERIFY button on your phone.
2. Dial the trunk access code for the trunk you want to test.
Your display should be blank and you should hear dial
tone. If your display shows “DENIED” and you hear
intercept tone, repeat steps 1 and 2.
If you have trunk group select buttons on your phone, you
can also press the BUSY VERIFY button and then press the
TRUNK GROUP SELECT button for the appropriate trunk.
3. Dial the trunk-group member number you want to verify.
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Issue 4 May 2002
45
features
The busy verify light turns green.
233758_4.book Page 46 Wednesday, March 27, 2002 5:32 AM
Using features to troubleshoot
You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
display
tone
frequency
Invalid
intercept
440 Hz
alternating
620 Hz
pattern
(seconds)
status of extension
next step
.25 on
invalid
cancel and try again
idle and ringing
(working properly)
release the call
.25 on
repeated
Verified
confirmation
none
ringback
combined
440 Hz +
480 Hz
1 s on
3 s off
repeated
idle automatic or
release link
(working properly)
release the call
none
dial tone
combined
350 Hz +
440 Hz
continuous
idle (working properly)
release the call
Bridged
none
bridged onto active call
(working properly)
release the call
Out of
Service
reorder
trouble condition
cancel;
report an
out-of-service
condition
combined
480 Hz +
620 Hz
.25 on
.25 off
repeated
Facility Busy Indication
You can use Facility Busy Indication to display the idle or busy
condition of phones, trunks, or paging zones.
To use this feature you need to add facility busy indication
buttons to your phone. Label the facility busy buttons as “Busy”
followed by the number or name of the facility being monitored.
If the green light associated with the Facility Busy Indication
button stays lit for a long time, the facility may have a problem.
46
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Using features to troubleshoot
Facility Test Calls
You can use Facility Test Calls to place test calls to specific
trunks or phones. Because this feature bypasses the regular
system traffic, it is very helpful in finding noisy lines and other
problems. However, this feature can be easily misused by outside
parties. Disable this feature when you are not using it.
! SECURITY ALERT:
Whenever you use this feature, enable the feature access
code only for the tests you want to make. Be sure to
immediately remove the access code when you are through
testing because leaving this feature enabled can leave you
open to security breaches.
To place a test call to a trunk or touch-tone phone
1. At the system terminal, enable a feature access code for
Facility Test Call.
features
2. At your phone, dial the feature access code for Facility
Test Call. Listen for dial tone.
3. Dial the 6- or 7-digit port address in UUCSSss format,
where:
UU = cabinet number (01, 02, etc.)
C = carrier number (A=1, B=2, C=3, D=4, E=5)
SS = slot number (depends on system)
ss = port number (depends on circuit pack)
Tip:
If you have problems with this step, try dialing the port
address without the first zero in the cabinet number.
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Issue 4 May 2002
47
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Using features to troubleshoot
You hear a tone and see a display. The following table
describes what the tone and display indicate and how to
respond.
pattern
(seconds)
status
next step
combined
350 Hz +
440 Hz
continuous
connected
go to step 4
reorder
combined
480 Hz +
620 Hz
.25 on
.25 off
repeated
busy
release the call
intercept
440 Hz
alternating
620 Hz
.25 on
no access
release the call
tone
frequency
dial
.25 on
repeated
4. If you are testing a trunk, place the call.
or
If you are testing a touch-tone receiver, dial the number.
5. If you receive a dial tone, the test passed.
or
If you receive an intercept tone, the test failed.
! SECURITY ALERT:
At the system terminal, BE SURE to disable the Facility Test
Call feature access code.
48
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Using features to troubleshoot
Trunk Identification
You can identify a faulty or noisy trunk with Trunk Identification.
You can use Trunk Identification:
■
on an active call
■
while accessing a trunk
To identify the specific trunk used on a call:
1. Press the TRUNK ID button.
Trunk access code and trunk group member number
appears on the display.
If 2 trunks are used on the call, the identification of the last
trunk added to the call displays. If more than 2 trunks are
on a call, Trunk Identification is denied.
2. See if there are any on-board alarms against a trunk circuit
pack.
If no, report the trunk problem to the appropriate vendor.
Send feedback: [email protected]
Issue 4 May 2002
features
If yes, report the trunk problem and the identification
information to Avaya.
49
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Using features to troubleshoot
50
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233758_4.book Page 51 Wednesday, March 27, 2002 5:32 AM
Solving IP and H.323 problems
This section describes some basic troubleshooting tips and tools
that may help you solve problems with IP (internet protocol)
softphones, and IP and H.323 trunk issues.
In addition to using this section, you may want to refer to
Administration for Network Connectivity for Avaya
MultiVantage™ Software for basic IP administration.
7SPZMRKWSJXTLSRITVSFPIQW
This section discusses some common problems you or your users
may encounter while using IP softphones (telecommuter or road
warrior types).
The user’s password needs to be the same as the administered
station security code. So, the first thing to verify is whether or not
the user is using the correct password. If they are using the
correct password, then you should determine if the problem is
with their PC.
Send feedback: [email protected]
Issue 4 May 2002
51
IP & H.323
Users cannot login (register) with IP
softphone
233758_4.book Page 52 Wednesday, March 27, 2002 5:32 AM
Solving IP and H.323 problems
To determine if the problem is related to the user’s PC, try to
register (login) this extension from another PC. If you can
successfully register, then the problem is within the user’s PC. If
you cannot register, then the extension may not be administered
correctly or you may have a network problem.
User is logged in, but cannot use
softphone for calls
If you see the message “Telephony is not available” in the call
status area, then you may have COR to COR restrictions between
the IP softphone and the actual hard phone used to make calls.
If you do not have restrictions, then try logging off and back in
again. If that fails, reboot the PC that the softphone is running on.
!
!
WARNING:
Some system platforms also run on a PC. If you reboot a
system PC that is running a D1, all calls will be lost. In that
case, you might want to wait until after normal business
hours to reboot the PC.
Cannot listen to messages with
INTUITY Message Manager
When a user is logged in to IP softphone in the roadwarrior
application, the softphone has control of the PC sound card. Since
only one application can control the PC sound card at a time, the
sound card will not be available to Message Manager.
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Solving softphone problems
Users get message “Action cannot be
completed”
The user may have a button on the IP softphone that is not
actually administered on the Station screen for the extension. Or
the user is trying to dial a feature access code that is not
administered in the system.
User cannot conference or transfer
Both the conference and the transfer operations require at least
two lines. Make sure the user has more than one line available to
place calls. To determine if the user has more than one line
appearance, complete the following steps:
1. At the IP softphone, select Number of Calls from the
Options menu.
2. Verify that the Minimum or Default number of lines to be
displayed is more than one.
Users cannot use Directory
Other tips
If your users get the message “Communication to the server has
been lost. You will be logged off by the server,” the only option is
to click OK. However, if the user is active on a call, they can
finish the call before they click OK.
Send feedback: [email protected]
Issue 4 May 2002
53
IP & H.323
In order to use the directory, users must have a Directory, Normal
and Next button available.
233758_4.book Page 54 Wednesday, March 27, 2002 5:32 AM
Solving IP and H.323 problems
7SYRHUYEPMX]TVSFPIQW
Because of the myriad of networks and equipment involved in an
IP call, there are a lot of factors that may contribute to sound
quality problems. This section contains tips for how to determine
the source of the problem, and some things you can do that may
help.
Isolating problems in the LAN or
MultiVantage™
There are a few easy things you can do to determine if a voice
quality problem is in the MultiVantage™ or in your LAN or PC.
To check the PC sound quality, create and play back a sound file
using the PC sound recorder. If the sound quality is unacceptable,
the problem is somewhere in your headset or sound card.
To check sound quality over the LAN, shut down IP softphone.
Now start up NetMeeting® and initiate a call. This completely
bypasses the MultiVantage™. Therefore, if you are still
experiencing sound quality problems, the source must be
somewhere within the LAN. If this resolves the sound quality
problem, the issue is with the MultiVantage™.
NOTE:
For more information on NetMeeting, see Microsoft’s Web site at
www.microsoft.com.
54
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Sound quality problems
Running a mute test
The mute test can also help determine the source of a sound
quality problem. To run this test, set up an IP softphone test call
between two users who are experiencing voice quality problems.
Have one user mute their phone and have the other user count
aloud to 10. If the sound quality improves, then the problem is in
the sound card, microphone, or headset of the muted phone. If the
sound quality does not improve, try the test again, but this time
mute the other phone.
Checking the PC volume control
Softphone has its own volume controls, but sometimes the
volume controls on the PC need to be adjusted. If the PC volume
controls are set too loud, it can cause sound quality to be
distorted. If the PC volume controls are set too low, it may be
difficult to hear clearly. Try adjusting the volume control on the
PC to resolve the problem.
Packet loss and jitter can cause a noisy connection that eventually
breaks up, creating gaps in the conversation and making speech
unintelligible. Use status station to check for station-side IP
problems, including problems with an IP phone, and use status
trunk to check for trunk-side IP problems. Each command
generates snapshot jitter buffer size (ms) and packet loss report
for a particular station or trunk group member that shows:
■
the number of packets that are lost or corrupted
■
amount of jitter on the connection
Send feedback: [email protected]
Issue 4 May 2002
55
IP & H.323
Checking for packet loss and jitter
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Solving IP and H.323 problems
In this instance, jitter is the variability in the amount of time (in
milliseconds) that packets are received over the network. When
jitter increases, the user experiences a noisy connection, delays,
and a general loss of quality, making speech unintelligible.
NOTE:
If you issue a status station or status trunk command for a
non-IP station, or the connection is hairpinned or shuffled, then
the packet loss and jitter size information does not appear. See the
Administration for Network Connectivity for Avaya Software
MultiVantage™ Software for more information.
Other possible causes
If a user is browsing the web while using softphone and they are
accessing web sites with large graphics, they may experience an
interruption in voice transmission.
&EWMGXVSYFPIWLSSXMRKXSSPW
This section describes some basic tools that you can use to
understand better what is going on in your network and with the
MultiVantage™ IP hardware and software.
Using ping
The MultiVantage™ ping command helps you to determine if
endpoints on the network are available to place or receive calls
and if nodes in the network are active. You can specify which
circuit pack you want to use to ping.
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Basic troubleshooting tools
For example, to ping from a C-LAN circuit pack at 01A011 to an
endpoint at 111.122.133.144, complete the following steps:
1. At the MultiVantage™ command line, type ping
ip-address 111.122.133.144 board 01A011.
Use the IP address of the endpoint you want to ping and
the board location for the specific pack you want to test.
You can also use the ping node-name to ping a node
defined on the Node Names screen.
2. Press RETURN.
The Ping Results report appears.
PING RESULTS
End-pt Node-name
111.122.133.144
Port
01A011
Port Type
ETH-PT
Result
PASS
Time (ms)
60
Error code
Ping Results report
Using trace-route
The MultiVantage™ trace-route command helps you test the path
that a call takes from the PC endpoint, through the various nodes
in a network. Trace-route can help you see where in the network a
problem may be occurring.
Send feedback: [email protected]
Issue 4 May 2002
57
IP & H.323
3. Review the report to see if pinging the endpoints failed or
if the round-trip time was too long.
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Solving IP and H.323 problems
For example, to determine the path from a C-LAN circuit pack at
01A011 to an endpoint at 111.122.133.144, complete the
following steps:
1. At the MultiVantage™ command line, type trace-route
111.122.133.144 board 01A011.
Use the IP address of the endpoint you want to reach and
the board location for the specific pack you want to test.
You can also use the trace-route node-name to test the
path to a node defined on the Node Names screen.
2. Press RETURN.
The Trace Route Results report appears.
TRACE ROUTE RESULTS
Hop
0
1
2
3
4
Time (ms)
Start Addr:
5, 6, 6
35, 36, 37
49, 51, 51
58, 58, 59
IP Address
111.44.33.122
111.44.33.144
111.44.33.111
111.122.133.111
111.122.133.144
Trace Route Results report
3. Verify that the last IP address on the report is the same as
the IP endpoint you specified in Step 1.
If the system was unable to follow the full path, it lists the
last address that it could successfully reach. This
information may help you narrow which part of the
network is experiencing problems.
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Basic troubleshooting tools
Finding the IP address
In some cases, you will want to know the IP address of a PC so
that you can ping it or trace the route of a call to it. To determine
the IP address, complete the following steps:
1. At the PC, open a Command Prompt (DOS) window.
Typically you can access the command prompt by
selecting Start>Programs>Command Prompt.
2. At the Command prompt, type winnt\system32\ipconfig
(Windows NT/2000) or winipcfg (Windows 95/98).
3. Record the IP address for the PC.
Verifying the IP softphone registration
Sometimes you will need to know whether or not an IP softphone
is registered. For example, to determine whether the softphone at
extension 4455 is registered, complete the following steps:
1. Type status station 4455 and press RETURN.
The General Status screen appears.
IP & H.323
2. Look at the Registration Status field on the second page. If
the word “authenticated” appears, the softphone is
registered.
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Solving IP and H.323 problems
Verifying the trunk type
Sometimes you will need to know whether or not a trunk group is
an IP type endpoint. For example, to determine whether the trunk
member 01 of trunk group 40 is an IP endpoint, complete the
following steps:
1. Type status trunk 40/01 and press RETURN.
The Trunk Status screen appears.
2. Verify that the port field is T000nn.
If this field displays a standard port address (for example,
01A0210), then the trunk is not an IP endpoint.
When all else fails
Reboot the PC! When you are experiencing unexpected behavior
that you cannot easily fix, you may want to close all your
applications and reboot the machine.
!
!
WARNING:
Some system platforms also run on a PC. If you reboot a
system PC that is running a D1, all calls will be lost. In that
case, you might want to wait until after normal business
hours to reboot the PC.
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Contacting Avaya
This section describes what information you should have handy
when you need to contact the Avaya Technical Service Center
(TSC). This section also provides a list of phone numbers you can
call when you have a problem with your system.
4VITEVMRKXSGSRXEGX%ZE]E
Do you need to call Avaya for additional information or help in
solving a problem?
If you do, please have the following information handy. This
helps the person taking your call.
■
your name and number (in case we need to call you back)
■
your installation location number (also called your IL)
_______________________________________
■
your company’s main phone number
■
the type of your switch
■
the number of trunks on your system
■
the number of stations on your system
Send feedback: [email protected]
Issue 4 May 2002
contacting
(Write your IL number here for easy reference)
61
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Contacting Avaya
Also, use the information in this book to determine the possible
source of your problem. It always helps to keep a log of the steps
you took and the information you gathered while performing your
diagnosis. This information is extremely helpful when you
partner with an Avaya representative in solving your switch
problems.
Remember, if the problem is with equipment or service outside of
your own equipment, you need to call your vendor or service
provider. If you determine that the problem is with your own
equipment, such as on your own stations, switch, or trunks, give
Avaya a call.
If you are not sure where the problem is located, double-check
your system information. Refer to ‘‘Problem-solving strategies’’
on page 5 for more information.
Be ready to talk about:
62
■
the problem you want to solve
■
if the problem is with a new component or feature
■
if something that used to work now does not work
■
any numbers involved with the problem (for example,
extensions or phone numbers, trunk group numbers, phone
types, or report types)
■
the contents of any recorded messages received
■
error messages from the switch
■
type of ringback tones received on phones
■
the names and numbers of your vendors
■
any other pertinent information
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Contacting Avaya
'SRXEGXMRK%ZE]E
The following table lists additional services available to you. If
you are outside of the 1 800 calling area, contact your local Avaya
representative.
1 800 242 2121
MultiVantage™ Helpline
(for administration and software problems,
including vectors, how features work,
administration, and interactions)
1 800 225 7585
contacting
Technical Service Center for Large-Systems
Customers and Toll Fraud Crisis Intervention
(for help with repairs)
Send feedback: [email protected]
Issue 4 May 2002
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Contacting Avaya
64
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Glossary
GL
%
Abbreviated Dialing
A feature that allows callers to place calls by dialing just one or two digits.
access code
A dial code used to activate or cancel a feature or access an outgoing trunk.
analog phone
A phone that receives acoustic voice signals and sends analog electrical
signals along the phone line.
ARS partitioning
A feature that allows you to route calls differently for different groups of
users.
attendant
A person at a console who provides personalized service for incoming callers
and voice-services users by performing switching and signaling operations.
attendant console
The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to
another extension or trunk, put a call on hold, and remove a call from hold.
Attendants using the console can also manage and monitor some system
operations.
Audio Information Exchange (AUDIX)
A fully-integrated voice-mail system. Can be used with a variety of
communications systems to provide call-history data, such as subscriber
identification and reason for redirection.
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Glossary
Automatic Alternate Routing (AAR)
A feature that routes calls to alternate routes when facilities are unavailable.
Automatic Call Distribution (ACD)
A feature that gives users more flexibility in routing calls to hunt group
agents. ACD also allows external measurement systems such as BCMS and
CentreVu® CMS to be used.
Automatic Circuit Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting.
Automatic Route Selection (ARS)
A feature that allows the system to automatically choose the least-cost route
for toll calls.
&
barrier code
A security code used with Remote Access to prevent unauthorized access.
bridge (bridging)
The appearance of a phone’s extension at one or more other phones.
bridged appearance
A call appearance on a phone that matches a call appearance on another
phone for the duration of a call.
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Glossary
'
call appearance
For the phone or attendant console, a button labeled with an extension and
used to place outgoing calls, receive incoming calls, or hold calls. Lights
next to the button show the status of the call appearance.
Call Detail Recording (CDR)
A feature that records call data.
Call Vectoring
A feature that allows users to provide flexible, customized call handling by
writing a series of instructions in a simple programming language.
carrier
An enclosed shelf containing vertical slots that hold circuit packs.
centum call seconds (CCS)
CCS is a unit for measuring call traffic. One CCS equals 100 seconds. Call
traffic for a facility, such as a hunt group or phone, is scanned every 100
seconds. If the facility is busy, it is assumed to have been busy for the entire
scan interval. There are 3600 seconds per hour, so a facility that is busy for
an entire hour will be measured as being busy for 36 CCS.
central office (CO)
The location of phone switching equipment that provides local phone service
and access to toll facilities for long-distance calling.
circuit
A channel or transmission path between two or more points.
Class of Restriction (COR)
A feature that defines call-origination and call-termination restrictions.
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Glossary
Class of Service (COS)
A feature that determines whether users can activate certain features.
coverage answer group
A group of phones that ring simultaneously when a call is redirected to it.
coverage path
The order in which calls are redirected to alternate phones.
coverage point
An extension designated as an alternate phone in a coverage path.
(
data module
A digital interface device between the switch and data equipment.
Direct Department Calling (DDC)
A method for distributing hunt group calls to agents. The switch searches
through all the hunt group extensions in order, starting with the first
extension. As soon as the switch finds an available extension, it connects the
call. Compare to Uniform Call Distribution (UCD).
)
Expert Agent Selection (EAS)
A feature allowing incoming calls to be routed to specialized groups of
agents within a larger pool of agents.
extension
A number by which calls are routed through a communications system.
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Glossary
external call
A connection between a communications system user and a party on the
public network or on another communications system in a private network.
*
facility
A telecommunications transmission pathway and associated equipment.
feature access code (FAC)
A code users dial to access a system feature.
feature button
A button on a phone or attendant console used to access a specific feature.
,
hunt group
A group of extensions that all can receive calls directed to a single phone
number. When a call arrives at the group number, the switch searches
(“hunts”) for an available extension in the group and connects the call to that
extension.
internal call
A connection between two users on the same phone system.
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Glossary
1
major alarm
An indication of a component failure that requires immediate attention.
minor alarm
An indication of a component failure that could affect customer service.
multiappearance phone
A phone equipped with several call-appearance buttons allowing the user to
handle more than one call on that same extension at the same time.
4
pickup group
A group of individuals authorized to answer any call directed to an extension
within the group.
port carrier
A carrier in a cabinet containing port circuit packs, power units, and service
circuits. Also called a port cabinet.
primary extension
The main extension associated with the physical phone or data terminal.
principal
A phone that has its primary extension bridged on one or more other phones.
public network
The network that can be openly accessed by all customers for local and
long-distance calling.
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Glossary
6
redirection criteria
Information administered for each phone’s coverage path that determines
when an incoming call is redirected to coverage.
7
skill
An attribute assigned to an agent in a system using Expert Agent Selection.
An agent’s skill indicates a specialty in which the agent is proficient.
split
An ACD hunt group.
system administrator
The person who maintains overall customer responsibility for system
administration.
system printer
An optional printer that may be used to print scheduled reports via the report
scheduler.
system report
A report that provides historical traffic information for internally measured
splits.
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Glossary
8
trunk
A dedicated telecommunications channel between 2 phone systems or COs.
trunk group
Telecommunications channels assigned as a group for certain functions that
can be used interchangeably between two communications systems or COs.
9
Uniform Call Distribution (UCD)
A method for distributing hunt group calls to agents by comparing agents’
workloads. MultiVantage™ can deliver each new call to the most idle agent
(the available agent who has been idle the longest since their last hunt group
call) or to the least occupied agent (the agent who has spent the least amount
of time on hunt group calls in their current shift). Compare to Direct
Department Calling (DDC).
Uniform Dial Plan (UDP)
A feature that allows a unique 4- or 5-digit number assignment for each point
in a multiswitch system.
:
Vector
A set of call handling instructions for MultiVantage™ that can direct the
switch to queue calls, play announcements, play music, route calls to voice
messaging, as well as many other things.
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Index
Index
%
alarm buttons, 34
alarm logs, 31
alarms
clearing, 34
DS1, 40
levels, 31
off-board, 31
on-board, 31
preventing, 38
Automatic Circuit Assurance (ACA), 41
Avaya support Web site, xxiii, xxiv
&
backups, 4
baselining
definition, 1
retrieving information, 2
books
how to order more copies, xxiii
busy-verify
hunt groups, 44
trunks, 45
buttons
Alarm, 34
Busy Verify, 43
help, xx
Trunk ID, 49
Send feedback: [email protected]
'
cabinet status, viewing, 9
call center, problems, 20
calling Avaya, 61
CE marks, ix
circuit packs, removing, 39
clearing alarms, 34
clearing errors, 29
commands
change circuit-pack, 40
change data-module extension, 38
display alarms, 5, 32
display errors, 5, 26
list history, 10
ping ip-address, 56
save announcements, 4
save translations, 4
status, 5
status health, 7
status station, 8, 55
status station extension, 8
status system all-cabinets, 9
status trunk, 55
test station extension, 37
trace-route, 57
(
diagnosing problems, 13
dialing out, problems, 15
DS1, alarms, 40
Issue 4 May 2002
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Index
)
-
electromagnetic compatibility
standards, vi
error logs
interpreting, 29
viewing, 26
error types, common, 34
errors
18-busied out, 35
1-circuit pack removed, 37
513-equipment missing, 36
clearing, 29
frequently-encountered, 34
preventing, 38
extended service agreement, xxiv
incoming calls, problems, 16
internet protocol (IP), 51
IP address, 59
IP softphone, 51
login, problems, 19
logs
alarms, 31
clearing alarms, 34
error, 26
1
*
Facility Busy Indication, 46
Facility Test Calls, 47
,
H.323 trunk, 51
help
buttons, xx
numbers to call, xxiv
history, viewing, 10
hunt groups, busy-verify, 44
74
0
Issue 4 May 2002
maintaining records, 2
Maintenance Objects (MOs), 25
message lamp problems, 17
message line, xx
modem problems, 18
4
password, problems, 19
phone problems, solving, 14
phones, busy-verify, 43
printer problems, 19
problems
call center, 20
diagnosing, 13
dialing out, 15
incoming calls, 16
login, 19
Send feedback: [email protected]
233758_4.book Page 75 Wednesday, March 27, 2002 5:32 AM
Index
problems, (continued)
message lamp, 17
modem, 18
password, 19
phone, 14
printer, 19
SAT, 19
softphone, 51
sound quality, 54
terminal access, 19
tie trunks, 18
trunks, 17
problem-solving, strategies, 5
6
records, maintaining, 2
removing circuit packs, 39
reports
error, 26
history, 10
7
SAT problems, 19
screens, xix
Alarm Report, 32, 33
Data Module, 38
Error Report, 26
General Status, 8
Hardware Error Report, 28, 36
Help, 6
History, 10
Status Health, 7
System Status Cabinet, 9
security
access codes, 47
concerns, xxi
Send feedback: [email protected]
service agreement, extended, xxiv
softphone, 51
standards
electromagnetic compatibility, vi
status
cabinet, 9
station, 8
system health, 7
status line, xx
strategies, problem-solving, 5
system backups, 4
system changes, viewing, 10
system health, viewing, 7
system logs
alarms, 25
errors, 25
system status, viewing, 6
8
terminal access, problems, 19
Terminal Alarm Notification, 34
testing
phones, 47
trunks, 47
testing, busy phones, 43
tests, 38
tie trunk problems, 18
toll fraud, xxi
troubleshooting
phone problems, 14
trunks, 49
using features, 41
Trunk Identification, 49
trunks
busy-verify, 45
identifying problems, 17, 55
troubleshooting, 49
Issue 4 May 2002
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Index
turning off tests, 38
turning-off, 38
:
viewing
error logs, 26
station status, 8
system changes, 10
system status, 6
voice terminals, see phones
;
Web site
Avaya support, xxiii, xxiv
76
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We’d like your opinion.
We welcome your feedback! Please let us know what you think about this book.
Avaya MultiVantage™ Solution’s
Little Instruction Book for basic diagnostics
555-233-758, Issue 4, May 2002
1. Please check the ways you feel we could improve this book:
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Improve the overview
Improve the table of contents
Improve the organization
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Please add details about what you think. ___________________________________
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Thank you.
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233758_4.book Page 79 Wednesday, March 27, 2002 5:32 AM
Avaya Customer Support web site
This web site allows you to find answers to questions, review
maintenance tickets, or get the latest version of this book.
http://www.avaya.com/support/
Online Expert
Access this interactive site to find out how to administer your
MultiVantage™ system or to get help with solving basic
problems.
Create Service Request
Create and submit a service request for specific location. We will
provide you with both a case number and a commitment time.
Case status
Review the status of your maintenance requests by entering your
case (ticket) number. You can get the status for any open case or
for a case closed within the last 60 days.
Replacement equipment
Order replacements for defective equipment. Replacement
equipment is shipped overnight.
Documentation
Search and view over 1,600 documents including system and
feature descriptions, administration guides, maintenance
manuals, and the latest Little Instruction Books.
Frequently asked questions and Live chat
View answers to frequently-asked questions or join live chat
sessions to discuss your Avaya products.
233758_4.book Page lxxx Wednesday, March 27, 2002 5:32 AM
TELL US WHAT YOU THINK
email: [email protected]
fax:
303-538-1741
write: Avaya Product Publications
Rm 22-2G12, 1200 W. 120th Avenue, Denver, CO 80234
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Why this new book?
You’ve told us that you want step-by-step instructions on diagnosing your
MultiVantage™ system, and we’ve been listening. This book contains
information on checking system status, solving common problems, alarms and
errors, and using features to troubleshoot problems.