Extension_Block
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EXTENSION BLOCK
Description
The Extension Block is one of the two Blocks (Extension, Mailbox) that describes a subscriber.The Extension Block
controls the operating characteristics specific to a subscriber's extension. This includes all the caller options and
transfer instructions.
It is important to understand that in the SVMi-8E/SVMi-16EE/SVMi-16E system the only function of a mailbox
block is to take a message and perform notification. All other subscriber features and options are provided by the
extension block.
Extension
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EXTENSION The name of this block. A Block name can be any alphanumeric string up to 16 characters long
(including spaces). A Block name may not be the same as another Block name. MBX, EXT or LIST Numbers may not
be duplicated within the same group.
SVMi-8E/SVMi-16E stores the subscriber name in 'last name, firstname' field. When entering the subscriber name
this format should be followed. If the name is entered as 'firstname, lastname' SVMi-8E/SVMi-16E will automatically re-sort it to 'lastname, firstname'.
This format is only important because the directory feature will search on a specific field (first name or lastname)
and the search should be consistent for all entries.
EXTENSION NUMBER The number that must be entered by the caller in order to access the subscriber extension. It does not necessarily have to be the same number dialed by SVMi-8E/SVMi-16E when transferring to the
extension on the telephone system. This can not be the same number of any other extension, and is also refered
to as the "Key" Value.
ACCOUNT CODE Entered if the subscriber has an access code used for long distance access.This access code can
be inserted in any dial string using '$A'.
MAILBOX The mailbox corresponding to the subscriber Extension Block. By entering a Mailbox Block here signifies that this extension owns the specified Mailbox. Press ENTER to bring up the Target Generator. Select and
open the appropriate block type from the Target Generator pick list. Choose a new or existing block of that type
Block Type: Extension Block / March 2004
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and press ENTER. Press 'Ctrl+O' at this field to review or edit the Mailbox Block or Distribution List associated with
the Block.
ECLASS The name of the Eclass block that contains the class of service information for this Extension. Much of
the prompts, control, and parameters are located here. See the EClass Block for detailed information and operation.
Press Ctrl + 'O' (Open) at this field to review or edit the ECLASS Block associated with the Extension. To change
this entry, press ENTER to bring up the Target Generator. Select a new or existing Block.
Extension Controls
DIAL NUMBER The actual number that the SVMi-8E/SVMi-16E will dial to complete the transfer. SVMi-8E/SVMi16E associates two types of numbers with an extension: the block identification number called the Key and the
Dial Number. The Key is the number the caller enters for a particular called party's telephone. The Dial Number is
the number the telephone system database recognizes as one of its stations. When the SVMi-8E/SVMi-16E
receives the Key from the caller, it transmits the Dial Number to the telephone system to execute the transfer to
the called party's telephone.
The Key and the Dial Number are usually the same, but they can be different. When they are different, the extension is a virtual extension. A virtual extension can be configured with the same set of call automation attributes
as a regular extension. It is particularly useful when a group of people in an organization share a single telephone.
Each person in the group can be assigned his own Key in the SVMi-8E/SVMi-16E subscriber database. The Dial
Number, however, will be the same for each virtual extension.This allows callers to enter a distinctive Key for each
member of the group, even though they ring the same telephone. A call presentation prompt can be customized
for each virtual extension subscriber; for example, "Call for John Smith," or "Call for Jane Doe".
ALTERNATE NUMBER The SVMi-8E/SVMi-16E has a feature where a subscriber can enter an alternate location
and all calls processed by the extension block will be transferred to this alternate number.This number can be an
internal number (other extension) or an external number like your home number.
The designated location option must be set to Yes to use this feature. When calls are transferred to a designated
location (alternate number) the SVMi-8E/SVMi-16E will supervise the transfer, i.e. it will monitor the call progress
until the call is answered. If the call is not answered it will be routed to the destination specified in this extension block's call director, for the no answer event.
SUPERVISION LEVEL This sets the type of transfer that this extension block uses to transfer callers. Press
ENTER at this field to bring up a pick list with the following options:
NONE (BLIND TRANSFER) SVMi-8E/SVMi-16E transfers the call, releases, and doesn't wait for any subsequent condition.
FULL (SUPERVISED) SVMi-8E/SVMi-16E transfers the call and waits until the call is answered. If the call is not
answered (NO-ANSWER), the call is directed to the CallDirector on page two for instructions on where to send
the call.
SCREEN The system requests the name of the caller, rings the subscriber and announces who is calling. The
subscriber has the option of accepting, redirecting, or rejecting the call. If the call is rejected the blocked
greeting is played to the caller.
SUBSCRIBER PASSWORD The digits the extension user enters to gain access to the extension user menu. In the
SVMi products, subscribers usually have both an Extension Block and a Mailbox Block (but may have only one of
them). Since each of these blocks have a password option, if different password values are entered in each of
these blocks (extension and mailbox) the SVMi-8E/SVMi-16E will try to resolve these two password fields into one
Block Type: Extension Block / March 2004
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value. The extension password will override the value in the mailbox field. Valid entries for this field are "NONE" No password and "DEFAULT" - Password will be set to the default of 0000.This field will not display the subscribers
password.
LANGUAGE This is a language option. You may select from any installed language and from that point on the
extension will respond to the authorized owner in the language selected. Authorized owner means a user who
has entered a valid password.
The mailbox block also has a language field, and the SVMi-8E/SVMi-16E will try to resolve these fields to a single
value (make them match). If conflicting information is contained in these fields, the Extension Block has priority
and the Mailbox Block will be automatically changed to match.
This selection is based on the order of the defined languages in page 3 of the System Wide Parameters. If the languages are to be reordered, added to or changed in page 3 of the System Wide Parameters then this field should
be re-entered.
STATION If there is no entry entered here the system will automatically search the Station options for the appropriate Station block required to send the call. Press ENTER at this field to bring up the Target Generator. Select a
new or existing Station Block from the Target Generator pick list. Press ‘Ctrl+O’ to review the selected Station
Block.This block is used to dial the 'Dial Number'. If there is an Alternate number it will select a station block automatically.
AUTO LOGIN A 'Y' in this parameter, enables the subscriber to login without a password when logging in from
their extension.
DIRECTORY PUBLIC/USER A 'Y' in these parameters, and the subscribers' name recorded in the mailbox, allows
this object to be listed in either of the appropriate Directories. The Public directory is the directory that callers
access, the User directory is the directory that subscribers access.
RETENTION DAYS REMAINING The number of days remaining before this block is automatically discarded during system maintenance if unused. The range is 0 - 999 days. An entry of 0 means indefinite.
Authorizations
BLOCKING ALLOWED Call blocking will prevent any calls from being transferred to your extension or designated location. You may think of it as a DND feature. It will override all call transfer instructions (follow me, forward,
find me etc.), but it will not override call screening.
A 'Y' in this field allows the Subscriber to set Call Blocking for their extension. An 'N' in this field disables the option
and it will not be spoken as an option in the extension user menu.
The 'enabled' field shows if this option is currently set. This setting must be 'Y' to allow a subscriber to set this
greeting. This option can only be set by the subscriber if the extension has Greeting type of "Basic."
CALL FORWARDING A 'Y' in this parameter allows the Subscriber to remotely redirect calls to another extension. An 'N' in this parameter disables the option and it will not be spoken as an option in the extension user
menu.The 'enabled' field shows if this option is currently set. If you 'enable' this feature here you must also assign
a destination to the Remote - Fwd pointer in the Extension Block page 4 of 5. When this feature is activated the
SVMi-8E/SVMi-16E will perform a blind transfer and the control of the call will then be passed to the forward destination.
CALL SCREENING A 'Y' in this parameter allows the Subscriber to set call screening for their extension. SVMi8E/SVMi-16E asks the calling party to speak his name before transferring the call and allows the called party to
accept or reject the call when answered. If the call is rejected, SVMi-8E/SVMi-16E will prompt the caller that their
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party is unavailable and allow them to dial another extension or leave a message. Allowable inputs are 'Y' for yes
or 'N' for no.
The 'enabled' field shows if this option is currently set. This setting must be 'Y' to allow a subscriber to set this
greeting. This option can only be set by the subscriber if the extension has Greeting type of "Basic".
FIND ME ALLOWED Find Me is a feature that may be programmed by the subscriber as a high priority call connection method. When this feature is set, the SVMi-8E/SVMi-16E will begin to dial the first 5 numbers in your
stored number list until you are reached. The 'enabled' field shows if this option is currently set.
SCHEDULING Each subscriber (if allowed by setting this parameter to 'Y'), may define a weekly availability schedule. This schedule is used to automatically select a day or night greeting to play to callers. During the time a subscriber is (according to this schedule) available the call will be transferred to the extension blocks dial number,
and the no answer greeting will play (if recorded).
If the subscriber is 'not available' (according to this schedule) the call will be transferred to the extension blocks
dial number, and the extension night greeting will play (if recorded).
INTERCEPT (AUTO NIGHT INTERCEPT) This feature only affects subscribers who are using an availability schedule (this must be allowed by a System Administrator.) When the intercept feature is set, and the subscriber is
unavailable, callers will not be transferred to the subscriber station, instead they will immediately hear the night
message (if recorded).
RETRIEVE PUBLIC CALLER Allowed When this option is available, a subscriber that accesses their mailbox while
another caller is leaving a message will be given the opportunity to immediately connect with that caller.
BUSY GREETING ALLOWED Allows a subscriber to record a busy greeting This option can only be set by the
subscriber if the extension has Greeting type of "Basic".
DESIGNATED LOCATION ALLOWED If this is set to Yes, then a subscriber can use the Access Manager Menu
(digit 4 from the Main Menu) to set an alternate number where they can be reached.This number can be an internal or external location. When this feature is activated, SVMi-8E/SVMi-16E will perform a full (supervised) transfer.
If there is no answer at the designated location the caller will be returned to voice mail.
STORED PHONE NUMBERS ALLOWED This allows the subscriber to enter a list of up to 9 personal phone numbers where the subscriber can be reached. Examples of this would be cell phone, branch office, home, etc. These
numbers may be quickly entered into the designated location (Alternate #) or may be used by the find me feature. See 'Stored Numbers'.
EXTENDED PROMPTING ENABLED A 'Y' in this parameter allows the subscriber to use Extended Subscriber
Prompting. Extended Prompting plays all of the options available to a subscriber. An 'N' in this parameter, disables the option and will play only the first three or four prompts.
Block Type: Extension Block / March 2004
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Extension Block
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Stored Numbers
STORED NUMBERS This is a list of nine phone numbers where the subscriber can be reached. Examples of this
would be cell phone, branch office, home, etc.
These numbers may be quickly entered into the designated location (Alternate #) or may be used by the Find Me
feature.
These numbers can be entered in this screen or if allowed, by setting the Stored Phone Numbers Allowed flag, in
page 1 of 5, the subscriber may enter and edit them.
Greeting Number Recorded
GREETING NUMBERS When a subscriber is using the 'Basic' greeting type, different greetings will play depending on different call coverage conditions.
When a subscriber has the ‘Basic’ greeting enabled, they will be able to access and program the Personal greeting menu from their telephone.There are 9 personal greetings available, and any greeting may be assigned to any
call coverage condition. The call coverage conditions are:
NO ANSWER Your telephone has rung but it did not answer.
BUSY Your telephone is busy (must be allowed by Administrator - See Busy Greeting Allowed).
BLOCKED A subscriber has 'blocked' calls to their extension (must be allowed by administrator - See
Blocking Allowed).
NIGHT The subscribers personal availability schedule reports that the subscriber is an unavailable extension
(must be allowed by administrator - See Scheduling).
CALL SCREENING The subscriber has selected the call screening option (must be allowed by Administrator
- See Call Screening).
If a subscriber records only the greeting assigned to the No-Answer Call Coverage Condition, then that greeting
will play to callers for all Call Coverage Conditions (No-Answer, Busy, Blocked, Night, and Rejected Caller). In this
case the greeting should be very general.
Block Type: Extension Block / March 2004
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Availability Schedule
AVAILABILITY SCHEDULE If allowed by setting "Scheduling" to 'Y', a subscriber may define an availability schedule. During the time a subscriber is (according to this schedule) available, the call will be transferred to the extension blocks dial number, and the no answer greeting will play (if recorded).
If the subscriber is 'not available' (according to this schedule), the call will be transferred to the extension blocks
dial number, and the extension night greeting will play (if recorded).
Extension Block
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Caller Options Processor
GREETING Two greeting options are available in the SVMi-8E/SVMi-16E Extension Block. They are NONE and
BASIC.
If the greeting is NONE, the subscriber may not record a greeting in their extension (they may however, if allowed,
record a mailbox greeting). The caller will be played a list of caller options that match the selections that have
been allowed in Eclass System Caller Options Digit Assignment. These may include any or all of the following:
Dialing another number, leave a message, hold, have the subscriber paged on the overhead paging system, select
other custom options or reach the operator.
If the greeting type is BASIC the caller may record custom greeting(s) according to the features allowed in extension block Authorizations.The caller will still be able to access a list of caller options that match the selections that
have been allowed in Eclass System Caller Options Digit Assignment, but the subscribers greeting will have to
announce these. Additionally any other options that have been assigned in the extension Caller Options
Processor (Extension Block page 3 of 5) will be available to callers.
Caller Options Processor Parameters
OPTION DESCRIPTION This column contains texts fields for a description of what the caller will experience as a
result of pressing the 'To Select' column digit in the Caller Options Processor target generator. Example, 'I'm in the
facility, if you would like to page me, please press 3'.
TO SELECT COLUMN The fields in this column are Event Pointers.They are activated by the administrator at time
of installation for each mailbox. subscriber through the extension telephone interface in System Caller Options.
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ACTION, TYP, GP AND TARGET NAME COLUMNS Action specifies the operation to take place. In the Extension
Block, go to (or leave blank) is the only possible action. Typ indicates the type of block targeted. Gp represents
the group number (if appropriate) and will always be 01. Target Name specifies the block to pass control to. To
edit the information in the Select, Action, Typ, Gp, or Target Name columns, press ENTER to bring up the Target
Generator. Highlight and open the appropriate Block type from the Target Generator pick list. Select a new or
existing Block of that type. Press ‘Ctrl + O' to review or edit the selected Block.
Extension Block
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Call Director
OPERATING MODE Indicates the Mode Name and Number for which the displayed Block Pointers' Targets are
active. Each Operating Mode is given an unique Number by the system. Valid numbers are 01 - 99, and are
assigned in sequence as new Modes are created. Pressing ENTER at this field opens a Target Generator, from which
an existing Mode Name may be selected, or a new name may be entered. Entering a new name creates a new
Mode with its corresponding Number. The Mode Number and Name are associated with the Block's Pointers, not
the Block itself. This allows one Block to route calls to different destinations in different Modes, using different
Targets for the pointers' various Mode references. For example, the No-Answer pointer might route callers to an
associate's Extension during the 'Day' Mode, but after 5:00 PM, it would route them to a Mailbox during the 'Night'
Mode. Pointers set in the Default Mode are always in effect unless the same Pointer is set in the current Operating
Mode. The SVMi-8E/SVMi-16E will display Default Mode pointers in a block while viewing pointers in another
mode. The Default Mode pointers will be grayed out to denote that they are not in the current mode.
CALLDIRECTOR EVENT POINTERS To edit any of the event Pointers, press ENTER to bring up the Target
Generator. Select and open the appropriate Block type from the Target Generator pick list. Choose a new or existing Block of that type. Press ‘Ctrl + O' to review or edit the chosen Block. Translation Pointers may be used to alter
call progress results.
NO-ANSR POINTER SVMi-8E/SVMi-16E goes immediately to the designated target Block when a ring-no-answer
condition is encountered. It will not prompt the caller prior to doing this.
BUSY POINTER SVMi-8E/SVMi-16E goes immediately to the designated target Block when a busy condition is
encountered. It will not prompt the caller prior to doing this.
FBUSY POINTER SVMi-8E/SVMi-16E goes immediately to the designated target Block when a fast busy condition is encountered. It will not prompt the caller prior to doing this.
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BLOCKED POINTER SVMi-8E/SVMi-16E goes immediately to the designated target Block when call blocking is
activated in the extension administration menu. It will not prompt the caller prior to doing this.
ERROR POINTER SVMi-8E/SVMi-16E goes immediately to the designated target Block when an error is encountered during the transfer. It will not prompt the caller prior to doing this.
MESSAGE POINTER This causes SVMi-8E/SVMi-16E to go directly to the designated Block if the caller chooses
to leave a message for this extension. The target is usually a MBX Block. However, it may be another EXT or DIAL
Block. If left unspecified in this block, and the <MSG> pointer in the EClass block associated with it is set, SVMi8E/SVMi-16E will attempt to find a mailbox with the same number as the Extension. If a mailbox is not found
SVMi-8E/SVMi-16E will automatically create one. If this parameter is not specified in this block and the EClass
block associated with it, SVMi-8E/SVMi-16E will not present the caller the option to leave a message in the event
of a busy or no answer for this extension.
Note: The MESSAGE Pointer may also be specified in the associated ECLASS Block. However, the MESSAGE pointer in this Extension Block will take precedence.
OPTIONS This pointer is reached because the Eclass (page 1 of 5) assigned a specific digit to 'options' and
allowed the feature for at least one call condition. The extension block (page 3 of 5) will then show that 'Other
Options' has been assigned to that digit.
On this Call Director page you may assign any destination to this options pointer.This is used if a subscriber wants
to offer callers the option to press a certain digit to route to an audiotext system, list of departments to transfer
to or any other condition that may be programmed in the SVMi-8E/SVMi-16E. SVMi-8E/SVMi-16E goes immediately to the designated Target Block. It will not prompt the caller prior to doing this.
OPERATOR POINTER This pointer is reached because the Eclass (page 1 of 5) assigned a specific digit to 'operator' and allowed the feature for at least one call condition.
The extension block (page 3 of 5) will then show that 'Operator' has been assigned to that digit. On this call director page you may assign any destination to this operator pointer. SVMi-8E/SVMi-16E goes immediately to the designated target Block. It will not prompt the caller prior to doing this.
ESCAPE POINTER This pointer is reached because the Eclass (page 1 of 5) assigned a specific digit to 'escape'
and allowed the feature for at least one call condition. The extension block (page 3 of 5) will then show that
'escape' has been assigned to that digit. On this call director page you may assign any destination to this escape
pointer. SVMi-8E/SVMi-16E goes immediately to the designated target Block. It will not prompt the caller prior to
doing this.
NO ENTRY POINTER SVMi-8E/SVMi-16E goes to the designated target Block, when the caller makes no input. It
will not prompt the caller prior to doing this. The 'wait for input' is located on page 1 of 5 of the Eclass Block.
INVALID POINTER SVMi-8E/SVMi-16E goes immediately to the designated target Block, when a caller makes an
invalid input. SVMi-8E/SVMi-16E will not prompt the caller prior to doing this Page 1 of 5 of the EClass block allows
for multiple caller mistakes in a parameter called 'Retries on invalid input'.
QUE-FULL POINTER The next block to go to if the number of callers allowed to hold in queue is exceeded. (See
Eclass page 2 of 5).
Note: The <QUE-FULL> Pointer may also be specified in the associated ECLASS Block. However, the <QUE-FULL>
Pointer in the EXT Block will take precedence.
Block Type: Extension Block / March 2004
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REMOTE-FWD POINTER
The Remote-Forward pointer is used to display the target extension, when
CallForwarding is activated in the extension administration menu.This feature can be set by the Subscriber - (but
must first be allowed by administrator - See Call Screening).
Extension Block
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Activity Counters
This page will keep track of this extension blocks activity. It contains the following statistics. Total shows the total
number of calls this Block has processed during the period specified in the following range.
FROM - TO Indicates the period, from the date when the Report Counters were last cleared, until the current date.
Applies to all call counts in this report.
ANSWERED The number of calls processed by this Block, which were answered by the called party, and what
percentage of the total calls this number represents.
NO-ANSWER The number of calls processed by this Block, which encountered a ring-no-answer condition, and
what percentage of the total calls this number represents.
BUSY The number of calls processed by this Block, which encountered a busy signal, and what percentage of the
total calls this number represents
BLOCKED The number of calls which encountered call blocking set on this extension, and the percentage of the
total calls this number represents.
REJECTED The number of calls processed as screened transfers, which were rejected by the subscriber, and the
percentage of the total calls this number represents.
REDIRECTED The number of callers redirected to another extension by the subscriber, and the percentage of
the total calls this number represents.
ABANDONED The number of calls processed by this Block, during which the caller disconnected without selecting any options, and the percentage of the total calls this number represents.
NO RESPONSE The number of calls processed by this Block, during which the caller made no entry in response
to the available options, and what percentage of the total calls this number represents.
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LEFT MESSAGE The number of calls processed by this Block, during which the caller chose to record a voicemail
message, and the percentage of the total calls this number represents.
OPERATOR The number of calls processed by this Block, during which the caller elected to go to the Operator,
and what percentage of the total calls this number represents.
PAGE The number of callers who chose to have the called party paged, while in this Block, and the percentage
of the total calls this number represents.
OTHER OPTION The number of calls processed by this Block, during which the caller elected to hear the other
options, and what percentage of the total calls this number represents.
HOLD COUNT The number of callers who elected to hold, after encountering a busy signal, and the percentage
of the total calls this number represents. It includes callers who may have elected to hold and subsequently hungup prior to connecting.
AVG. HOLD TIME IN SECONDS The total time, in seconds, callers were holding for this extension. Dividing this
number by the Hold Count gives an approximation of the average hold time per caller.
Block Type: Extension Block / March 2004
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