feature description and implementation for avaya ...€¦ · number, feature key, location or other...

Feature Description and Implementation for Avaya Communication Manager

555-245-205Issue 2

January 2005

Copyright 2005, Avaya Inc.All Rights ReservedThis document contains information related to Avaya Communication Manager software (as defined below) and Documentation (“Product”). “Documentation” means this document and Avaya’s information manuals in printed or electronic form containing operating instructions and performance specifications that Avaya or its suppliers generally make available to users of its products, and which Avaya delivers to End User with the Products. “End User” means any customer of Avaya or its authorized resellers, or any end user of the Product. See the Software and Documentation DVD/CD inserts for additional legal and licensing information.

NoticeChanges and corrections to the information in this document may be incorporated in future releases.

DisclaimerAvaya, its affiliates or subsidiaries (“Avaya”) are not responsible for any modifications, additions or deletions to the original published version of the Documentation unless such modifications, additions or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants, directors, officers, and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to the Documentation to the extent made by the End User.

WarrantyAvaya provides a limited warranty on the Product. Refer to your customer sales agreement to establish the terms of the limited warranty. In addition, Avaya’s standard warranty language as well as information regarding support for the Product, while under warranty, is available through the following web site: http://www.avaya.com/support.

LicenseUSE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER’S ACCEPTANCE OF THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT: http://www.avaya.com/support (“GENERAL LICENSE TERMS”). DO NOT USE THE PRODUCT IF YOU DO NOT WISH TO BE BOUND BY THE GENERAL LICENSE TERMS. IN ADDITION TO THE GENERAL LICENSE TERMS, THE FOLLOWING LICENSE TERMS AND RESTRICTIONS WILL APPLY TO THE PRODUCT.Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. “Designated Processor” means a single stand-alone computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users. “Software” means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone products or pre-installed on Hardware. “Hardware” means the standard hardware products, originally sold by Avaya and ultimately utilized by End User.

If your system is running in a TDM environment, the following license restriction applies:Designated System(s) License (DS). End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.If your system is running in an IP environment, the following license restriction applies:Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A “Unit” means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server.

For all systems, the following license restriction applies:Shrinkwrap License (SR). With respect to Software that contains elements provided by third party suppliers, End User may install and use the Software in accordance with the terms and conditions of the “shrinkwrap” or “clickwrap” license accompanying the Software (“Shrinkwrap License”). The text of the Shrinkwrap License will be available from Avaya upon End User’s request (see “Copyright” below for more information).

CopyrightExcept where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.Certain Software programs or portions thereof included in the Product may contain software distributed under third party agreements (“Third Party Components”), which may contain terms that expand or limit rights to use certain portions of the Product (“Third Party Terms”). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya’s web site at http://support.avaya.com/ThirdPartyLicense/.

The disclaimers of warranties and limitations of liability set forth in the Third Party Terms do not affect any express warranty or limitation of liability that may be provided to you by Avaya pursuant to the license terms covering the Product contained in a separate written agreement between you and Avaya. To the extent there is a conflict between the General License Terms or your customer sales agreement and any Third Party Terms, the Third Party Terms shall prevail solely for such Third Party Components.

Security and virus disclaimerEnd User's decision to acquire products from third parties is End User's sole responsibility, even if Avaya helps End User identify, evaluate or select them. Avaya is not responsible for, and will not be liable for, the quality or performance of such third party products or their suppliers.ALL INFORMATION IS BELIEVED TO BE CORRECT AT THE TIME OF PUBLICATION AND IS PROVIDED "AS IS". AVAYA DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND FURTHERMORE, AVAYA MAKES NO REPRESENTATIONS OR WARRANTIES THAT THE STEPS RECOMMENDED WILL ELIMINATE SECURITY OR VIRUS THREATS TO END USER’ SYSTEMS. IN NO EVENT SHALL AVAYA BE LIABLE FOR ANY DAMAGES WHATSOEVER ARISING OUT OF OR IN CONNECTION WITH THE INFORMATION OR RECOMMENDED ACTIONS PROVIDED HEREIN, INCLUDING DIRECT, INDIRECT, CONSEQUENTIAL DAMAGES, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.Avaya does not warrant that this Product is immune from or will prevent unauthorized use of telecommunication services or facilities accessed through or connected to it. Avaya is not responsible for any damages or charges that result from either unauthorized uses or from incorrect installations of the security patches that are made available from time to time.

Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to [email protected].

Trademarks

All trademarks identified by ® and TM are registered trademarks or trademarks of Avaya Inc. All other trademarks are the property of their respective owners.

http://www.avaya.com/supporthttp://www.avaya.com/supporthttp://www.avaya.com/supporthttp://support.avaya.com/ThirdPartyLicense/http://support.avaya.com/ThirdPartyLicense/mailto:[email protected]

Issue 2 January 2005 3

About this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Intended audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

How to use this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Detail Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Administering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56End-User Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Interactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Related Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Admonishments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Trademarks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

How to obtain Avaya books on the Web . . . . . . . . . . . . . . . . . . . . . . . 61

How to order more copies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

How to comment on this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Abbreviated Dialing labeling . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Abbreviated Dialing on-hook programming . . . . . . . . . . . . . . . . . . . 64

Detailed description of Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . 64

Administering Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . 65Prerequisites for Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . 65Screens for administering Abbreviated Dialing . . . . . . . . . . . . . . . . . 66Adding Abbreviated Dialing lists . . . . . . . . . . . . . . . . . . . . . . . . . 66Assigning telephones for group lists . . . . . . . . . . . . . . . . . . . . . . 67

End-user procedures for Abbreviated Dialing . . . . . . . . . . . . . . . . . . . 68Programming the Abbreviated Dialing feature . . . . . . . . . . . . . . . . . 68

Reports for Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Considerations for Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . 69

Interactions for Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . . 69

Troubleshooting Abbreviated Dialing . . . . . . . . . . . . . . . . . . . . . . . . 70

Contents

Contents

4 Feature Description and Implementation for Avaya Communication Manager

Access Security Gateway . . . . . . . . . . . . . . . . . . . . . . . . . 73Detailed description of Access Security Gateway . . . . . . . . . . . . . . . . . 73

Administering Access Security Gateway . . . . . . . . . . . . . . . . . . . . . . 73Prerequisites for administering Access Security Gateway . . . . . . . . . . 74Screens for administering Access Security Gateway . . . . . . . . . . . . . 74Setting up Access Security Gateway . . . . . . . . . . . . . . . . . . . . . . 75Disabling Access Security Gateway . . . . . . . . . . . . . . . . . . . . . . . 76Restarting Access Security Gateway . . . . . . . . . . . . . . . . . . . . . . 77Modifying Access Security Gateway for a lost key . . . . . . . . . . . . . . . 77Monitoring the Access Security Gateway history log . . . . . . . . . . . . . 77

Reports for Access Security Gateway . . . . . . . . . . . . . . . . . . . . . . . . 79

Considerations for Access Security Gateway . . . . . . . . . . . . . . . . . . . . 79

Interactions for Access Security Gateway . . . . . . . . . . . . . . . . . . . . . 79

Administered Connections . . . . . . . . . . . . . . . . . . . . . . . . . 81Detailed description of Administered Connections . . . . . . . . . . . . . . . . . 81

Access endpoints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Typical applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Establishing Administered Connections. . . . . . . . . . . . . . . . . . . . . 82Dropping Administered Connections . . . . . . . . . . . . . . . . . . . . . . 83Autorestoration and fast retry . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Administering Administered Connections . . . . . . . . . . . . . . . . . . . . . 84Prerequisites for administering Administered Connections . . . . . . . . . . 85Screens for administering Administered Connections . . . . . . . . . . . . . 85Setting up Administered Connections . . . . . . . . . . . . . . . . . . . . . . 85

Reports for Administered Connections . . . . . . . . . . . . . . . . . . . . . . . 87

Considerations for Administered Connections . . . . . . . . . . . . . . . . . . . 87

Interactions for Administered Connections . . . . . . . . . . . . . . . . . . . . . 87

Administrable Language Displays . . . . . . . . . . . . . . . . . . . . . 91Detailed description of Administrable Language Displays . . . . . . . . . . . . 91

Administering Language Displays . . . . . . . . . . . . . . . . . . . . . . . . . . 92Prerequisites for administering Administrable Language Displays . . . . . . 92Screens for administering Administrable Language Displays . . . . . . . . . 93Setting the display language . . . . . . . . . . . . . . . . . . . . . . . . . . . 93Entering translations for a user-defined language . . . . . . . . . . . . . . . 94Administering Unicode display . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Reports for Administrable Language Displays . . . . . . . . . . . . . . . . . . . 96

Considerations for Administrable Language Displays . . . . . . . . . . . . . . . 96

Contents


Interactions for Administrable Language Displays . . . . . . . . . . . . . . . . . 97

Troubleshooting Administrable Language Displays . . . . . . . . . . . . . . . . 97

Administration Change Notification . . . . . . . . . . . . . . . . . . . . 99Detailed description of Administration Change Notification . . . . . . . . . . . . 99

Administering Administration Change Notification . . . . . . . . . . . . . . . . . 99Prerequisites for administering Administration Change Notification . . . . . 100Screens for administering Administration Change Notification . . . . . . . . 100Initiating Administration Change Notification . . . . . . . . . . . . . . . . . . 100

Reports for Administration Change Notification . . . . . . . . . . . . . . . . . . 101

Considerations for Administration Change Notification . . . . . . . . . . . . . . 101

Interactions for Administration Change Notification . . . . . . . . . . . . . . . . 101

Administration Without Hardware . . . . . . . . . . . . . . . . . . . . . 103Detailed description of Administration Without Hardware . . . . . . . . . . . . . 103

Physical characteristics of an AWOH telephone . . . . . . . . . . . . . . . . 103User-activated features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Association and disassociation . . . . . . . . . . . . . . . . . . . . . . . . . 104Phantom extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Administering Administration Without Hardware . . . . . . . . . . . . . . . . . . 104Prerequisites for administering Administration Without Hardware . . . . . . 105Screens for administering Administration Without Hardware . . . . . . . . . 105Assigning AWOH for a hunt group queue . . . . . . . . . . . . . . . . . . . . 105Assigning AWOH to a telephone . . . . . . . . . . . . . . . . . . . . . . . . . 107Assigning AWOH to an attendant console . . . . . . . . . . . . . . . . . . . 107Assigning AWOH to a data module . . . . . . . . . . . . . . . . . . . . . . . 108

Reports for Administration Without Hardware. . . . . . . . . . . . . . . . . . . . 109

Considerations for Administration Without Hardware . . . . . . . . . . . . . . . 109

Interactions for Administration Without Hardware . . . . . . . . . . . . . . . . . 110

Alphanumeric Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Detailed description of Alphanumeric Dialing . . . . . . . . . . . . . . . . . . . 119

Administering Alphanumeric Dialing . . . . . . . . . . . . . . . . . . . . . . . . 119Prerequisites for administering Alphanumeric Dialing . . . . . . . . . . . . . 120Screens for administering Alphanumeric Dialing . . . . . . . . . . . . . . . . 120

Reports for Alphanumeric Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Considerations for Alphanumeric Dialing . . . . . . . . . . . . . . . . . . . . . . 120

Interactions for Alphanumeric Dialing . . . . . . . . . . . . . . . . . . . . . . . . 121

Contents


Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Detailed description of Announcements . . . . . . . . . . . . . . . . . . . . . . 123

Voice Announcements over LAN . . . . . . . . . . . . . . . . . . . . . . . . 124VAL Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124Local announcements on the G700 Media Gateway . . . . . . . . . . . . . . 125Integrated announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Barging-in on announcements . . . . . . . . . . . . . . . . . . . . . . . . . . 126Announcement sources for the Avaya G700 Media Gateway . . . . . . . . . 126

Single integrated announcement circuit packs . . . . . . . . . . . . . . . 127Multiple integrated announcement circuit packs . . . . . . . . . . . . . . 127Backing up circuit packs . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Compression rates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Administering Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Prerequisites for administering Announcements . . . . . . . . . . . . . . . . 129Screens for administering Announcements . . . . . . . . . . . . . . . . . . 129Displaying all announcements . . . . . . . . . . . . . . . . . . . . . . . . . . 130Adding announcement data modules . . . . . . . . . . . . . . . . . . . . . . 131Adding announcement extensions . . . . . . . . . . . . . . . . . . . . . . . . 132Recording and changing announcements . . . . . . . . . . . . . . . . . . . . 133Saving announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Copying announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Restoring announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135Deleting and erasing announcements . . . . . . . . . . . . . . . . . . . . . . 136Setting up continuous-play announcements . . . . . . . . . . . . . . . . . . 137Recording VAL announcements . . . . . . . . . . . . . . . . . . . . . . . . . 137

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Announcement file format requirements. . . . . . . . . . . . . . . . . . . 138

Converting announcement files to VAL format . . . . . . . . . . . . . . . . . 139Converting announcements for Interactive Voice Response. . . . . . . . . . 140Deleting VAL announcements . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Using the SAT to delete individual VAL announcement files . . . . . . . 141Using the SAT to delete all VAL announcements on a circuit pack . . . . 141

Using FTP to Manage VAL announcements . . . . . . . . . . . . . . . . . . . 142Setting up an FTP session . . . . . . . . . . . . . . . . . . . . . . . . . . 142Performing tasks in an FTP session . . . . . . . . . . . . . . . . . . . . . 144

Recording announcements for TTY callers . . . . . . . . . . . . . . . . . . . 147

Reports for Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

Considerations for Announcements . . . . . . . . . . . . . . . . . . . . . . . . . 148

Interactions for Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . 149

Troubleshooting announcements . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Contents


Attendant Auto Start and Don’t Split . . . . . . . . . . . . . . . . . . . 151Detailed description of Attendant Auto Start and Don’t Split . . . . . . . . . . . 151

Auto Start. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151Don’t Split . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Administering Attendant Auto Start and Don’t Split . . . . . . . . . . . . . . . . 152Prerequisites for administering Attendant Auto Start and Don’t Split . . . . 152Screens for administering Attendant Auto Start and Don’t Split . . . . . . . 152Assigning a Don’t Split button . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Reports for Attendant Auto Start and Don’t Split . . . . . . . . . . . . . . . . . . 153

Considerations for Attendant Auto Start and Don’t Split . . . . . . . . . . . . . . 154

Interactions for Attendant Auto Start and Don’t Split . . . . . . . . . . . . . . . 154

Attendant Auto-Manual Splitting . . . . . . . . . . . . . . . . . . . . . . 155Detailed description of Attendant Auto-Manual Splitting . . . . . . . . . . . . . 155

Administering Attendant Auto-Manual Splitting . . . . . . . . . . . . . . . . . . 155Prerequisites for administering Attendant Auto-Manual Splitting . . . . . . . 156Screens for administering Attendant Auto-Manual Splitting . . . . . . . . . . 156

Reports for Attendant Auto-Manual Splitting . . . . . . . . . . . . . . . . . . . . 156

Considerations for Attendant Auto-Manual Splitting . . . . . . . . . . . . . . . . 156

Interactions for Attendant Auto-Manual Splitting . . . . . . . . . . . . . . . . . . 157

Attendant Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159Detailed description of Attendant Backup . . . . . . . . . . . . . . . . . . . . . 159

Attendant Backup Alerting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Administering Attendant Backup . . . . . . . . . . . . . . . . . . . . . . . . . . 160Prerequisites for administering Attendant Backup . . . . . . . . . . . . . . . 161Screens for administering Attendant Backup . . . . . . . . . . . . . . . . . . 161Setting up Attendant Backup telephones . . . . . . . . . . . . . . . . . . . . 162

Configuring your system . . . . . . . . . . . . . . . . . . . . . . . . . . . 162Defining Class of Service console permissions . . . . . . . . . . . . . . 163Assigning console permissions to backup telephones . . . . . . . . . . 164Training designated users . . . . . . . . . . . . . . . . . . . . . . . . . . 166

End-user procedures for Attendant Backup . . . . . . . . . . . . . . . . . . . . 166

Reports for Attendant Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Considerations for Attendant Backup . . . . . . . . . . . . . . . . . . . . . . . . 167

Interactions for Attendant Backup . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Contents


Attendant Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . 169Detailed description of Attendant Call Waiting . . . . . . . . . . . . . . . . . . . 169

Administering Attendant Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . 170Prerequisites for administering Attendant Call Waiting . . . . . . . . . . . . 170Screens for administering Attendant Call Waiting . . . . . . . . . . . . . . . 170Setting up single-line telephones . . . . . . . . . . . . . . . . . . . . . . . . 171Changing the call-waiting signal . . . . . . . . . . . . . . . . . . . . . . . . . 172Modifying timed intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Reports for Attendant Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Considerations for Attendant Call Waiting . . . . . . . . . . . . . . . . . . . . . 174

Interactions for Attendant Call Waiting . . . . . . . . . . . . . . . . . . . . . . . 174

Attendant Calling of Inward Restricted Stations . . . . . . . . . . . . . 177Detailed description of Attendant Calling of Inward Restricted Stations . . . . . 177

Administering Attendant Calling of Inward Restricted Stations . . . . . . . . . . 177Prerequisites for administering Attendant Calling ofInward Restricted Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Screens for administering Attendant Calling of Inward Restricted Stations . 178Setting up Class of Restriction override . . . . . . . . . . . . . . . . . . . . 178

Reports for Attendant Calling of Inward Restricted Stations . . . . . . . . . . . . 178

Considerations for Attendant Calling of Inward Restricted Stations. . . . . . . . 179

Interactions for Attendant Calling of Inward Restricted Stations . . . . . . . . . 179

Attendant Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Detailed description of Attendant Conference . . . . . . . . . . . . . . . . . . . 181

Administering Attendant Conference . . . . . . . . . . . . . . . . . . . . . . . . 181Prerequisites for administering Attendant Conference . . . . . . . . . . . . 181Screens for administering Attendant Conference . . . . . . . . . . . . . . . 182Setting up Attendant Conference . . . . . . . . . . . . . . . . . . . . . . . . 182

Reports for Attendant Conference . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Considerations for Attendant Conference . . . . . . . . . . . . . . . . . . . . . 184

Interactions for Attendant Conference . . . . . . . . . . . . . . . . . . . . . . . 184

Attendant Control of Trunk Group Access . . . . . . . . . . . . . . . . 187Detailed description of Attendant Control of Trunk Group Access . . . . . . . . 187

Administering Attendant Control of Trunk Group Access . . . . . . . . . . . . . 188Prerequisites for administering Attendant Control of Trunk Group Access . 188Screens for administering Attendant Control of Trunk Group Access . . . . 189

Contents


Setting the trunk group threshold . . . . . . . . . . . . . . . . . . . . . . . . 189Assigning Attendant Control of Trunk Group Access buttons . . . . . . . . 190

Reports for Attendant Control of Trunk Group Access . . . . . . . . . . . . . . . 191

Considerations for Attendant Control of Trunk Group Access. . . . . . . . . . . 191

Interactions for Attendant Control of Trunk Group Access . . . . . . . . . . . . 192

Attendant Direct Extension Selection . . . . . . . . . . . . . . . . . . . 193Detailed description of Attendant Direct Extension Selection . . . . . . . . . . . 193

Standard DXS Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194Enhanced DXS Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194Group Display button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194

Administering Attendant Direct Extension Selection . . . . . . . . . . . . . . . . 195Prerequisites for administering Attendant Direct Extension Selection . . . . 195Screens for administering Attendant Direct Extension Selection . . . . . . . 195

Reports for Attendant Direct Extension Selection . . . . . . . . . . . . . . . . . 195

Considerations for Attendant Direct Extension Selection . . . . . . . . . . . . . 196

Interactions for Attendant Direct Extension Selection . . . . . . . . . . . . . . . 196

Attendant Direct Trunk Group Selection . . . . . . . . . . . . . . . . . 197Detailed description of Attendant Direct Trunk Group Selection . . . . . . . . . 197

Administering Attendant Direct Trunk Group Selection . . . . . . . . . . . . . . 198Prerequisites for administering Attendant Direct Trunk Group Selection . . 198Screens for administering Attendant Direct Extension Selection . . . . . . . 198

Reports for Attendant Direct Trunk Group Selection . . . . . . . . . . . . . . . . 198

Considerations for Attendant Direct Trunk Group Selection . . . . . . . . . . . 198

Interactions for Attendant Direct Trunk Group Selection . . . . . . . . . . . . . 199

Attendant Intrusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201Detailed description of Attendant Intrusion . . . . . . . . . . . . . . . . . . . . . 201

Administering Attendant Intrusion . . . . . . . . . . . . . . . . . . . . . . . . . . 201Prerequisites for administering Attendant Intrusion . . . . . . . . . . . . . . 202Screens for administering Attendant Intrusion . . . . . . . . . . . . . . . . . 202Assigning an intrusion button . . . . . . . . . . . . . . . . . . . . . . . . . . 202

Reports for Attendant Intrusion . . . . . . . . . . . . . . . . . . . . . . . . . . . 203

Considerations for Attendant Intrusion . . . . . . . . . . . . . . . . . . . . . . . 203

Interactions for Attendant Intrusion . . . . . . . . . . . . . . . . . . . . . . . . . 204

Contents


Attendant Lockout - Privacy . . . . . . . . . . . . . . . . . . . . . . . . 205Detailed description of Attendant Lockout - Privacy . . . . . . . . . . . . . . . . 205

Administering Attendant Lockout - Privacy . . . . . . . . . . . . . . . . . . . . . 205Prerequisites for administering Attendant Lockout - Privacy . . . . . . . . . 205Screens for administering Attendant Lockout - Privacy . . . . . . . . . . . . 206Activating or deactivating the Attendant Lockout - Privacy feature . . . . . . 206

Reports for Attendant Lockout - Privacy. . . . . . . . . . . . . . . . . . . . . . . 207

Considerations for Attendant Lockout - Privacy . . . . . . . . . . . . . . . . . . 207

Interactions for Attendant Lockout - Privacy . . . . . . . . . . . . . . . . . . . . 207

Attendant Override of Diversion Features . . . . . . . . . . . . . . . . 209Detailed description of Attendant Override of Diversion Features . . . . . . . . 209

Administering Attendant Override of Diversion Features . . . . . . . . . . . . . 209Prerequisites for administering Attendant Override of Diversion Features . . 209Screens for administering Attendant Override of Diversion Features . . . . 210

Reports for Attendant Override of Diversion Features . . . . . . . . . . . . . . . 210

Considerations for Attendant Override of Diversion Features . . . . . . . . . . . 210

Interactions for Attendant Override of Diversion Features . . . . . . . . . . . . . 210

Attendant Priority Queue . . . . . . . . . . . . . . . . . . . . . . . . . . 211Detailed description of Attendant Priority Queue . . . . . . . . . . . . . . . . . . 211

Priority by Call Category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211Priority by Call Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213

Administering Attendant Priority Queue . . . . . . . . . . . . . . . . . . . . . . 213Prerequisites for administering Attendant Priority Queue . . . . . . . . . . . 214Screens for administering Attendant Priority Queue . . . . . . . . . . . . . . 214Setting category priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Setting the number of calls in the queue . . . . . . . . . . . . . . . . . . . . 215Assigning a Call Type button . . . . . . . . . . . . . . . . . . . . . . . . . . 216Translating the Call Type button into a user-defined language . . . . . . . . 217

Reports for Attendant Priority Queue . . . . . . . . . . . . . . . . . . . . . . . . 217

Considerations for Attendant Priority Queue . . . . . . . . . . . . . . . . . . . . 218

Interactions for Attendant Priority Queue . . . . . . . . . . . . . . . . . . . . . . 218

Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Detailed description of Attendant Recall . . . . . . . . . . . . . . . . . . . . . . 219

Administering Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . 219Prerequisites for administering Attendant Recall . . . . . . . . . . . . . . . . 220

Contents


Screens for administering Attendant Recall . . . . . . . . . . . . . . . . . . 220

End-user procedures for Attendant Recall . . . . . . . . . . . . . . . . . . . . . 220

Reports for Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Considerations for Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . 221

Interactions for Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . 221

Attendant Serial Calling . . . . . . . . . . . . . . . . . . . . . . . . . . 223Detailed description of Attendant Serial Calling . . . . . . . . . . . . . . . . . . 223

Administering Attendant Serial Calling . . . . . . . . . . . . . . . . . . . . . . . 223Prerequisites for administering Attendant Serial Calling . . . . . . . . . . . 223Screens for administering Attendant Serial Calling . . . . . . . . . . . . . . 224

Reports for Attendant Serial Calling . . . . . . . . . . . . . . . . . . . . . . . . . 224

Considerations for Attendant Serial Calling . . . . . . . . . . . . . . . . . . . . . 224

Interactions for Attendant Serial Calling . . . . . . . . . . . . . . . . . . . . . . . 224

Attendant Split Swap . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225Detailed description of Attendant Split Swap . . . . . . . . . . . . . . . . . . . . 225

Administering Attendant Split Swap . . . . . . . . . . . . . . . . . . . . . . . . . 225Prerequisites for administering Attendant Split Swap . . . . . . . . . . . . . 225Screens for administering Attendant Split Swap . . . . . . . . . . . . . . . . 226Assigning a split-swap button . . . . . . . . . . . . . . . . . . . . . . . . . . 226

Reports for Attendant Split Swap. . . . . . . . . . . . . . . . . . . . . . . . . . . 227

Considerations for Attendant Split Swap . . . . . . . . . . . . . . . . . . . . . . 227

Interactions for Attendant Split Swap . . . . . . . . . . . . . . . . . . . . . . . . 227

Attendant Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229Detailed description of Attendant Timers . . . . . . . . . . . . . . . . . . . . . . 229

Administering Attendant Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . 230Prerequisites for administering Attendant Timers . . . . . . . . . . . . . . . 230Screens for administering Attendant Timers . . . . . . . . . . . . . . . . . . 231Setting up Attendant Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . 231

Reports for Attendant Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232

Considerations for Attendant Timers . . . . . . . . . . . . . . . . . . . . . . . . 233

Interactions for Attendant Timers . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Attendant Trunk Identification . . . . . . . . . . . . . . . . . . . . . . . 235Detailed description of Attendant Trunk Identification . . . . . . . . . . . . . . . 235

Administering Attendant Trunk Identification . . . . . . . . . . . . . . . . . . . . 235

Contents


Prerequisites for administering Attendant Trunk Identification . . . . . . . . 235Screens for administering Attendant Trunk Identification . . . . . . . . . . . 236

Reports for Attendant Trunk Identification. . . . . . . . . . . . . . . . . . . . . . 236

Considerations for Attendant Trunk Identification . . . . . . . . . . . . . . . . . 236

Interactions for Attendant Trunk Identification . . . . . . . . . . . . . . . . . . . 236

Attendant Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237Detailed description of Attendant Vectoring . . . . . . . . . . . . . . . . . . . . 237

Administering Attendant Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . 237Prerequisites for administering Attendant Vectoring . . . . . . . . . . . . . 238Screens for administering Attendant Vectoring . . . . . . . . . . . . . . . . 239Creating a VDN extension for Attendant Vectoring . . . . . . . . . . . . . . . 239Assigning the VDN extension for Attendant Vectoring to a console . . . . . 240Assigning the VDN extension for Attendant Vectoring to a tenant . . . . . . 241

Reports for Attendant Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

Considerations for Attendant Vectoring . . . . . . . . . . . . . . . . . . . . . . . 242

Interactions for Attendant Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . 243

Audible Message Waiting . . . . . . . . . . . . . . . . . . . . . . . . . 245Detailed description of Audible Message Waiting . . . . . . . . . . . . . . . . . 245

Administering Audible Message Waiting . . . . . . . . . . . . . . . . . . . . . . 245Prerequisites for administering Audible Message Waiting . . . . . . . . . . 246Screens for administering Audible Message Waiting . . . . . . . . . . . . . 246Administering Audible Message Waiting for a user . . . . . . . . . . . . . . . 246

Reports for Audible Message Waiting . . . . . . . . . . . . . . . . . . . . . . . . 247

Considerations for Audible Message Waiting . . . . . . . . . . . . . . . . . . . . 248

Interactions for Audible Message Waiting . . . . . . . . . . . . . . . . . . . . . . 248

AUDIX One-Step Recording . . . . . . . . . . . . . . . . . . . . . . . . 249Detailed description of AUDIX One-Step Recording . . . . . . . . . . . . . . . . 249

Feature button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249Language options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250Periodic alerting tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250Ready indication tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250Recording delay timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Administering AUDIX One-Step Recording . . . . . . . . . . . . . . . . . . . . . 251Prerequisites for administering AUDIX One-Step Recording . . . . . . . . . 251Screens for administering AUDIX One-Step Recording . . . . . . . . . . . . 252Assigning AUDIX One-Step Recording Parameters . . . . . . . . . . . . . . 252

Contents


Translating telephone feature buttons and labels . . . . . . . . . . . . . . . . 254Translating the AUDIX One-Step Recording text that appears on a telephone display to a user-defined language . . . . . . . . . . . . . . . 254

Translating the AUDIX One-Step Recording button label to auser-defined language . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255

Assigning the feature button to a telephone . . . . . . . . . . . . . . . . . . 256Changing the characteristics of the zip tone . . . . . . . . . . . . . . . . . . 257

End-user procedures for AUDIX One-Step Recording . . . . . . . . . . . . . . . 260Recording a conversation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Reports for AUDIX One-Step Recording . . . . . . . . . . . . . . . . . . . . . . . 261

Considerations for AUDIX One-Step Recording . . . . . . . . . . . . . . . . . . 261

Interactions for AUDIX One-Step Recording . . . . . . . . . . . . . . . . . . . . 262

Troubleshooting AUDIX One-Step Recording . . . . . . . . . . . . . . . . . . . . 265

Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267Detailed description of Authorization Codes . . . . . . . . . . . . . . . . . . . . 267

Length of authorization codes . . . . . . . . . . . . . . . . . . . . . . . . . . 267Using authorization codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

AAR and ARS calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

Administering Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . 269Prerequisites for administering Authorization Codes . . . . . . . . . . . . . 269Screens for administering Authorization Codes . . . . . . . . . . . . . . . . 269Setting up Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . 270Creating Authorization Codes with a specific Class of Restriction (COR) . . 272

Reports for Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . 273

Considerations for Authorization Codes . . . . . . . . . . . . . . . . . . . . . . 274

Interactions for Authorization Codes . . . . . . . . . . . . . . . . . . . . . . . . 274

Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277Detailed description of Automated Attendant . . . . . . . . . . . . . . . . . . . . 277

Administering Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . 277Prerequisites for administering Automated Attendant . . . . . . . . . . . . . 278Screens for administering Automated Attendant . . . . . . . . . . . . . . . . 278Setting the prompting timeout . . . . . . . . . . . . . . . . . . . . . . . . . . 279Administering a vector directory number . . . . . . . . . . . . . . . . . . . . 280Administering announcements . . . . . . . . . . . . . . . . . . . . . . . . . 280Controlling hunt groups by vector . . . . . . . . . . . . . . . . . . . . . . . . 280Administering call vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281Assigning a caller information button on a multiappearance telephone . . . 281

Contents


Assigning a caller information button on an attendant console . . . . . . . . 282

Reports for Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . 283

Considerations for Automated Attendant . . . . . . . . . . . . . . . . . . . . . . 283

Interactions for Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . 284

Automatic Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285Detailed description of Automatic Callback . . . . . . . . . . . . . . . . . . . . . 285

Ringback Queing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Analog Busy Automatic Callback Without Flash . . . . . . . . . . . . . . . . 286

Administering Automatic Callback . . . . . . . . . . . . . . . . . . . . . . . . . 287Prerequisites for administering Automatic Callback . . . . . . . . . . . . . . 287Screens for administering Automatic Callback . . . . . . . . . . . . . . . . . 287Assigning a FAC for Automatic Callback . . . . . . . . . . . . . . . . . . . . 288Setting the no-answer timeout interval . . . . . . . . . . . . . . . . . . . . . 289Assigning a feature button for Automatic Callback . . . . . . . . . . . . . . 290Setting the queue length for Ringback Queing . . . . . . . . . . . . . . . . . 290

Reports for Automatic Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 291

Considerations for Automatic Callback . . . . . . . . . . . . . . . . . . . . . . . 291

Interactions for Automatic Callback . . . . . . . . . . . . . . . . . . . . . . . . . 293

Automatic Circuit Assurance . . . . . . . . . . . . . . . . . . . . . . . 295Detailed description of Automatic Circuit Assurance . . . . . . . . . . . . . . . 295

The referral call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295The audit trail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296

Administering Automatic Circuit Assurance . . . . . . . . . . . . . . . . . . . . 296Screens for administering Automatic Circuit Assurance . . . . . . . . . . . 296

Reports for Automatic Circuit Assurance . . . . . . . . . . . . . . . . . . . . . . 297

Considerations for Automatic Circuit Assurance . . . . . . . . . . . . . . . . . . 297

Interactions for Automatic Circuit Assurance . . . . . . . . . . . . . . . . . . . 297

Automatic Number Identification . . . . . . . . . . . . . . . . . . . . . 301Detailed description of Automatic Number Identification . . . . . . . . . . . . . 301

Incoming Automatic Number Identification . . . . . . . . . . . . . . . . . . . 301Outgoing Automatic Number Identification . . . . . . . . . . . . . . . . . . . 302

Administering Automatic Number Identification . . . . . . . . . . . . . . . . . . 302Prerequisites for Automatic Number Identification . . . . . . . . . . . . . . . 302Screens for administering Automatic Number Identification . . . . . . . . . 303Setting up ANI on a multifrequency trunk . . . . . . . . . . . . . . . . . . . . 303Displaying incoming ANI calling party information . . . . . . . . . . . . . . . 304

Contents


Setting up outgoing ANI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306ANI Reqd . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Setting up an ANI request button . . . . . . . . . . . . . . . . . . . . . . . . 308

Reports for Automatic Number Identification . . . . . . . . . . . . . . . . . . . . 309

Considerations for Automatic Number Identification . . . . . . . . . . . . . . . . 310

Interactions for Automatic Number Identification . . . . . . . . . . . . . . . . . 310

Bridged Call Appearance . . . . . . . . . . . . . . . . . . . . . . . . . . 313Detailed description of Bridged Call Appearance . . . . . . . . . . . . . . . . . 313

Sample uses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314Administrable buttons and lamps for multiappearance telephones . . . . . . 314

Administering Bridged Call Appearance . . . . . . . . . . . . . . . . . . . . . . 315Prerequisites for administering Bridged Call Appearance . . . . . . . . . . . 315Screens for administering Bridged Call Appearance . . . . . . . . . . . . . . 316Creating a bridged call appearance on a single-line telephone . . . . . . . . 316Creating a bridged call appearance on a multiappearance telephone . . . . 317

Reports for Bridged Call Appearance . . . . . . . . . . . . . . . . . . . . . . . . 319

Considerations for Bridged Call Appearance . . . . . . . . . . . . . . . . . . . . 320

Interactions for Bridged Call Appearance . . . . . . . . . . . . . . . . . . . . . . 321

Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331Detailed description of Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . 331

Administering Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331Prerequisites for administering Bulletin Board . . . . . . . . . . . . . . . . . 332Screens for administering Bulletin Board . . . . . . . . . . . . . . . . . . . . 332Setting user permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332Changing bulletin board information . . . . . . . . . . . . . . . . . . . . . . 333

Reports for Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336

Considerations for Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Interactions for Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337

Busy Indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339Detailed description of Busy Indicator . . . . . . . . . . . . . . . . . . . . . . . 339

Busy Tone Disconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339

Reports for Busy Indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340

Considerations for Busy Indicator . . . . . . . . . . . . . . . . . . . . . . . . . . 340

Interactions for Busy Indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340

Contents


Busy Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341Detailed description of Busy Verification . . . . . . . . . . . . . . . . . . . . . . 341

Administering Busy Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . 343Prerequisites for administering Busy Verification . . . . . . . . . . . . . . . 343Screens for administering Busy Verification . . . . . . . . . . . . . . . . . . 344Using Busy Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344

Reports for Busy Verification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345

Considerations for Busy Verification . . . . . . . . . . . . . . . . . . . . . . . . 345

Interactions for Busy Verification . . . . . . . . . . . . . . . . . . . . . . . . . . 345

Call Charge Information . . . . . . . . . . . . . . . . . . . . . . . . . . 347Detailed description of Call Charge Information . . . . . . . . . . . . . . . . . . 347

Advice of Charge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347Periodic Pulse Metering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347Charge Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348

Charge Display at a user telephone . . . . . . . . . . . . . . . . . . . . . 348Charge Display on a CDR report . . . . . . . . . . . . . . . . . . . . . . . 348

Administering Call Charge Information . . . . . . . . . . . . . . . . . . . . . . . 349Prerequisites for administering Call Charge Information . . . . . . . . . . . 349

Defining CDR to support Call Charge Information . . . . . . . . . . . . . 350Specifying the frequency of the call charge displays . . . . . . . . . . . 350Translating the text "Call Charge" . . . . . . . . . . . . . . . . . . . . . . 351Assigning a COR for charge displays . . . . . . . . . . . . . . . . . . . . 352

Screens for administering Call Charge Information . . . . . . . . . . . . . . 353Administering the charge display . . . . . . . . . . . . . . . . . . . . . . . . 355Administering a trunk group for call charge displays . . . . . . . . . . . . . 355Assigning a call charge display button for a user . . . . . . . . . . . . . . . 357Assigning a call charge display feature button for an attendant . . . . . . . 359Administering AOC for ISDN trunks . . . . . . . . . . . . . . . . . . . . . . . 360Administering PPM for non-ISDN trunks . . . . . . . . . . . . . . . . . . . . 363Administering PPM for DS1 circuit packs . . . . . . . . . . . . . . . . . . . . 366

End-user procedures for Call Charge Information . . . . . . . . . . . . . . . . . 369Displaying call charge information . . . . . . . . . . . . . . . . . . . . . . . . 369

Reports for Call Charge Information . . . . . . . . . . . . . . . . . . . . . . . . . 370

Considerations for Call Charge Information . . . . . . . . . . . . . . . . . . . . 370

Interactions for Call Charge Information . . . . . . . . . . . . . . . . . . . . . . 370

Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375Detailed description of Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . 375

Contents


What is a Call Coverage Path? . . . . . . . . . . . . . . . . . . . . . . . . . . 376Multiple coverage paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376Time-of-Day Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377Off-network Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379Call Coverage changeable coverage paths . . . . . . . . . . . . . . . . . . . 380Extended User Administration of Redirected Calls . . . . . . . . . . . . . . . 380Call coverage criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381VDN in a call coverage path (VICP) . . . . . . . . . . . . . . . . . . . . . . . 382Coverage answer groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382Announcement in a coverage path . . . . . . . . . . . . . . . . . . . . . . . 382Hunt group in a coverage path . . . . . . . . . . . . . . . . . . . . . . . . . . 383Subsequent redirection interval . . . . . . . . . . . . . . . . . . . . . . . . . 383Notifying users when the calls are redirected . . . . . . . . . . . . . . . . . 383Caller response interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383Consult . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384Features that override Call Coverage . . . . . . . . . . . . . . . . . . . . . . 384Conditions that override Call Coverage . . . . . . . . . . . . . . . . . . . . . 385

Administering Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386Prerequisites for administering Call Coverage . . . . . . . . . . . . . . . . . 387Screens for administering Call Coverage . . . . . . . . . . . . . . . . . . . . 388Creating a coverage path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389Assigning a coverage path to a user . . . . . . . . . . . . . . . . . . . . . . 392

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392Assigning a Consult button for a user . . . . . . . . . . . . . . . . . . . . . . 395Defining coverage redirected off-network calls . . . . . . . . . . . . . . . . . 396

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396Assigning the telephone numbers for the off-network coverage points . . . 396Administering the coverage path for redirected off-network calls . . . . . . 397Assigning time-of-day coverage . . . . . . . . . . . . . . . . . . . . . . . . . 399

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399Creating a coverage answer group . . . . . . . . . . . . . . . . . . . . . . . 400Assigning Internal Alerting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401

Reports for Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402

Considerations for Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . 403

Interactions for Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403

Troubleshooting Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . . . 407

Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409Detailed description of Call Detail Recording . . . . . . . . . . . . . . . . . . . . 409

Contents


Monitoring call detail records . . . . . . . . . . . . . . . . . . . . . . . . . . 410Answer Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410

Call classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410Network answer supervision . . . . . . . . . . . . . . . . . . . . . . . . . 410Answer supervision by timeout . . . . . . . . . . . . . . . . . . . . . . . 411

Account Code Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411Forced Entry of Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . 411Call Splitting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412

Incoming trunk call splitting . . . . . . . . . . . . . . . . . . . . . . . . . 412Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413Outgoing trunk call splitting . . . . . . . . . . . . . . . . . . . . . . . . . 415Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415ITCS, OTCS, and attendant call recording . . . . . . . . . . . . . . . . . . 417Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417

Intraswitch CDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418CDR Privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419CDR output . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419CDR record formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420

Customized CDR call record formats. . . . . . . . . . . . . . . . . . . . . 422Standard CDR call record formats . . . . . . . . . . . . . . . . . . . . . . 422

Call detail record field descriptions . . . . . . . . . . . . . . . . . . . . . . . 452

Administering Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . 469Prerequisites for administering Call Detail Recording . . . . . . . . . . . . . 470Screens for administering Call Detail Recording . . . . . . . . . . . . . . . . 471Assigning Forced Entry of Account Codes . . . . . . . . . . . . . . . . . . . 472

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472Assigning FEAC for all calls . . . . . . . . . . . . . . . . . . . . . . . . . 472Assigning FEAC to a COR. . . . . . . . . . . . . . . . . . . . . . . . . . . 473Assigning FEAC to a user . . . . . . . . . . . . . . . . . . . . . . . . . . . 474

Assigning privacy digits for a user . . . . . . . . . . . . . . . . . . . . . . . . 476Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 476

Administering the CDR system parameters . . . . . . . . . . . . . . . . . . . 478Administering CDR for a trunk group . . . . . . . . . . . . . . . . . . . . . . 489Administering CDR for a data module . . . . . . . . . . . . . . . . . . . . . . 491Identifying the Inter Exchange Carrier . . . . . . . . . . . . . . . . . . . . . . 501Administering CDR for the paging ports . . . . . . . . . . . . . . . . . . . . 502Administering the Intra-Switch CDR . . . . . . . . . . . . . . . . . . . . . . . 503

End-user procedures for Call Detail Recording . . . . . . . . . . . . . . . . . . . 504

Reports for Call Detail Recording. . . . . . . . . . . . . . . . . . . . . . . . . . . 505

Considerations for Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . 505

Contents


Interactions for Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . 506

Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519Detailed description of Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . 519

Call Forwarding All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519Call Forwarding and FAC . . . . . . . . . . . . . . . . . . . . . . . . . . . 520Call Forwarding and attendants . . . . . . . . . . . . . . . . . . . . . . . 520

Call Forward Busy/Don’t Answer . . . . . . . . . . . . . . . . . . . . . . . . 520Call Forwarding Off-Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521Call Forwarding Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 521Notifying users when their calls are redirected . . . . . . . . . . . . . . . . . 522Coverage for unanswered forwarded calls . . . . . . . . . . . . . . . . . . . 522Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522

Administering Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522Prerequisites for administering the Call Forwarding feature . . . . . . . . . 523Screens for administering Call Forwarding . . . . . . . . . . . . . . . . . . . 524Viewing user extensions that have the Call Forwarding capabilities active . 525Assigning the Call Forwarding All Calls capability to a user . . . . . . . . . 525Removing the Call Forwarding All Calls capability for a user . . . . . . . . . 526Assigning the Call Forward Busy/Don’t Answer capability to a user . . . . . 526

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 526Removing the Call Forward Busy/Don’t Answer capability for a user . . . . 528Assigning the Call Forwarding Off-Net capability to a user . . . . . . . . . . 528

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528Removing the Call Forwarding Off-Net capability for a user . . . . . . . . . . 530Enabling the Call Forwarding Override capability for your system . . . . . . 530Disabling the Call Forwarding Override capability for your system . . . . . . 531

End-user procedures for Call Forwarding . . . . . . . . . . . . . . . . . . . . . . 532Changing the Call Forwarding All Calls destination from aninternal telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532

Changing the Call Forward Busy/Don’t Answer destinationfrom an internal telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . . 532

Changing the forwarding destination when a user is at anoff-network location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533

Changing the Call Forward Busy/Don’t Answer destination whena user is at an off-network location . . . . . . . . . . . . . . . . . . . . . . . 533

Reports for Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534

Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 535

Contents


Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539Detailed description of Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . 539

Administering Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 540Prerequisites for administering the Call Park feature . . . . . . . . . . . . . 540Screens for administering Call Park . . . . . . . . . . . . . . . . . . . . . . . 544Assigning a call park button to a multiple-call appearance telephone . . . . 545

End-user procedures for Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . 546Using Call Park from a single-line telephone . . . . . . . . . . . . . . . . . . 547Using Call Park from a multiple-call appearance telephone . . . . . . . . . . 547Using Call Park from an attendant console . . . . . . . . . . . . . . . . . . . 547Retrieving a parked call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547

Reports for Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548

Considerations for Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548

Interactions for Call Park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 549

Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551Detailed Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551

Call ringing and status lamp flashing . . . . . . . . . . . . . . . . . . . . . . 551Directed Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552Extended Group Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 552

Administering Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553Screens for administering Call Pickup . . . . . . . . . . . . . . . . . . . . . 554Assigning a call pickup button to a user telephone . . . . . . . . . . . . . . 554

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554Changing a call pickup button on a user telephone . . . . . . . . . . . . . . 556Removing a call pickup button from a user telephone . . . . . . . . . . . . . 557Assigning a user to a call pickup group . . . . . . . . . . . . . . . . . . . . . 557Removing a user from a call pickup group . . . . . . . . . . . . . . . . . . . 559Assigning the Directed Call Pickup capability to a user . . . . . . . . . . . . 560

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 560Removing the Directed Call Pickup capability from a user . . . . . . . . . . 562Assigning a pickup group to an extended pickup group . . . . . . . . . . . . 563

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563Removing a pickup group from an extended pickup group . . . . . . . . . . 565Assigning extended pickup groups to another extended pickup group . . . 566

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 566Removing an extended pickup group from an extended pickup group . . . . 568

End-user procedures for Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . 569

Reports for Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569

Contents


Considerations for Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570

Interactions for Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570

Call Waiting Termination . . . . . . . . . . . . . . . . . . . . . . . . . . 573Detailed description of Call Waiting Termination . . . . . . . . . . . . . . . . . . 573

Call Waiting tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573

Administering Call Waiting Termination . . . . . . . . . . . . . . . . . . . . . . . 574Prerequisites for administering Call Waiting Termination . . . . . . . . . . . 574Screens for administering Call Waiting Termination . . . . . . . . . . . . . . 575Assigning Call Waiting Termination . . . . . . . . . . . . . . . . . . . . . . . 576

Reports for Call Waiting Termination. . . . . . . . . . . . . . . . . . . . . . . . . 577

Considerations for Call Waiting Termination . . . . . . . . . . . . . . . . . . . . 578

Interactions for Call Waiting Termination . . . . . . . . . . . . . . . . . . . . . . 578

Call-by-Call Service Selection . . . . . . . . . . . . . . . . . . . . . . . 579Detailed description of Call-by-Call Service Selection . . . . . . . . . . . . . . . 579

ISDN messages and information elements for usage allocation . . . . . . 580Usage Allocation Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . 581Incoming call-handling treatment. . . . . . . . . . . . . . . . . . . . . . . 582Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 582

Administering Call-by-Call Service Selection . . . . . . . . . . . . . . . . . . . . 583Prerequisites for administering Call-by-Call Service Selection . . . . . . . . 583Screens for administering Call-by-Call Service Selection . . . . . . . . . . . 584Setting up a trunk group for CBC. . . . . . . . . . . . . . . . . . . . . . . . . 585Administering route patterns for the CBC trunk group . . . . . . . . . . . . . 589Administering network facilities . . . . . . . . . . . . . . . . . . . . . . . . . 590

Reports for Call-by-Call Service Selection . . . . . . . . . . . . . . . . . . . . . . 591

Considerations for Call-by-Call Service Selection . . . . . . . . . . . . . . . . . 591

Interactions for Call-by-Call Service Selection . . . . . . . . . . . . . . . . . . . 591

Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593Detailed description of Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . 593

Caller ID on analog trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 593Caller ID on digital trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594

Administering Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 594Prerequisites for administering Caller ID . . . . . . . . . . . . . . . . . . . . 594Screens for administering Caller ID . . . . . . . . . . . . . . . . . . . . . . . 595Displaying Caller ID information . . . . . . . . . . . . . . . . . . . . . . . . . 595

Reports for Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597

Contents


Considerations for Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597

Interactions for Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598

Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . . . . 601Detailed description of Centralized Attendant Service . . . . . . . . . . . . . . . 601

Branch-generated call identification tones . . . . . . . . . . . . . . . . . . . 602

Administering Centralized Attendant Service . . . . . . . . . . . . . . . . . . . . 603Prerequisites for administering Centralized Attendant Service . . . . . . . . 603Screens for administering Centralized Attendant Service . . . . . . . . . . . 604

Reports for Centralized Attendant Service. . . . . . . . . . . . . . . . . . . . . . 604

Considerations for Centralized Attendant Service . . . . . . . . . . . . . . . . . 604

Interactions for Centralized Attendant Service . . . . . . . . . . . . . . . . . . . 605

Class of Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609Detailed description of Class of Restriction . . . . . . . . . . . . . . . . . . . . 609

Strategy for assigning CORs . . . . . . . . . . . . . . . . . . . . . . . . . . . 610Types of restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611

Calling party restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . 611Called party restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . 612Fully restricted service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613COR-to-COR restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . 613

Administering Class of Restriction . . . . . . . . . . . . . . . . . . . . . . . . . 614Prerequisites for administering Class of Restriction . . . . . . . . . . . . . . 614Screens for administering Class of Restriction . . . . . . . . . . . . . . . . . 614Displaying administered CORs . . . . . . . . . . . . . . . . . . . . . . . . . 615Setting up a COR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616Allowing users to change their own COR . . . . . . . . . . . . . . . . . . . . 619

Assigning a FAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 619Assigning a password. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620

End-user procedures for Class of Restriction . . . . . . . . . . . . . . . . . . . 621

Reports for Class of Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . 621

Considerations for Class of Restriction . . . . . . . . . . . . . . . . . . . . . . . 622

Interactions for Class of Restriction . . . . . . . . . . . . . . . . . . . . . . . . . 622

Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625Detailed description of Class of Service . . . . . . . . . . . . . . . . . . . . . . 625

Administering Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625Prerequisites for administering Class of Service . . . . . . . . . . . . . . . . 626Screens for administering Class of Service . . . . . . . . . . . . . . . . . . . 626

Contents


Defining COS for your system . . . . . . . . . . . . . . . . . . . . . . . . . . 626Descriptions of the COS features. . . . . . . . . . . . . . . . . . . . . . . 627

Assigning a COS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 630

Reports for Class of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 630

Considerations for Class of Service . . . . . . .

feature description and implementation for avaya ...€¦ · number, feature key, location or other...

Documents