Inter-Tel Axxess Administrators Guide
Have a look at the manual Inter-Tel Axxess Administrators Guide online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 31 Inter-Tel manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
Page 201 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station Message Detail Recording (SMDR) STATION MESSAGE DETAIL RECORDING (SMDR) Station Message Detail Recording (SMDR) is a system feature that provides a detailed record of outgoing and incoming calls. The system records only valid calls. Outgoing calls become valid when the Valid Call timer expires or polarity reversal is detected (depending on system programming). Outgoing calls become valid immediately if placed on hold or transferred. Incoming calls are always valid immediately. Station call data can be recorded on a customer-provided printer or an alternate device, such as a magnetic tape or floppy disk. The AXXESSORY Talk PC can also be used to capture Station Message Detail Recording (SMDR) information. The SMDR information is stored in a file on the AXXESSORY Talk PC hard disk for later retrieval. Selectable SMDR options include any combination of the following. (See page 200 for an defi- nition of call cost types.) •Record All Incoming Calls: Records all incoming calls that are answered, except DID/ DNIS calls. •Record All Local Calls: Records all calls that use the “local” call cost. •Record All Free Calls: Records all calls that use the “free” call cost. •Record All Ring-in Diagnostics: A ring-in message is recorded for every incoming call (whether answered or unanswered) to indicate how long it rang. •Record All Toll Local Calls: Records all calls that use the “toll local” call cost. •Record All Toll Long Distance Calls: Records all calls that use the “toll long dis- tance” call cost. •Record All Operator/International Calls: Records all calls that use the “operator/ international” call cost. •Record All DISA Calls: Records all DISA calls. •Record All Conference Calls: Records all conference calls. If all conference parties exit except one station and one outside party, the call is no longer considered a confer- ence and when completed it will be recorded using the appropriate call cost for that out- side call. •Record All DID/DNIS Calls: Records all calls received through DID and DNIS. •Record All Trunk To Trunk Calls: Records all calls made from one outside caller to another. •Record All Network Calls: Records all calls placed to and received from network nodes. The programmer can determine whether absorbed digits, equal access digits, and/or toll field digits appear in the SMDR printout. As an example, assume the following number was dialed: 89 (other systems trunk access code) - 10288 (equal access code) - 1 (toll field) - 602 (area code) - 961-9000 (seven-digit number). The following programming options can be used: •Suppress Absorbed Digits: Absorbed digits (on local or PBX lines) will not appear in the report if this option is selected. In the sample above, the absorbed digits (the other systems trunk access code) would be suppressed so that only 10288- 1-602-961-9000 appears. NOTE If absorbed digits are repeatable on a local line, the absorbed digits will not appear in the SMDR report even when repeated. •Suppress Equal Access Digits: Equal access digits will not appear in the report if this
Page 202 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Station Message Detail Recording (SMDR) option is selected. In the sample above, the equal access code field would be suppressed to print only 89-1-602-961- 9000. •Suppress Toll Digits: When this option is selected, toll digits will not appear in the report. In the sample above, the toll field would be suppressed so that only 89-10288- 602-961-9000 prints. Any combination of the above can be used. If all three fields are suppressed, only 602-961- 9000 will print. The programmer can also suppress or allow call information in the SMDR report “Dialed Dig- its” field. The following options are available: •Suppress Outside Party Number: Caller information that is received through ANI or Caller ID will not appear if this option is selected. •Suppress Trunk Number: Information received through DID or DNIS will not be included in the report if this option is selected. The programmer can determine which equipped station(s) and/or trunks will be included in the report, and whether off-node devices will be included in reports. However, for incoming calls, DISA calls, conference calls, and/or ring-in diagnostics, all calls are recorded even when they involve stations not in the programmed station list. SMDR can be programmed to record the elapsed time of calls in seconds (S=XXXXXX) or hours and minutes (HH:MM). If programmed to record elapsed time in seconds, the ELAPSED TIME field will show “S=XXXXXX” (XXXXXX represents the number of seconds) for calls up to 999999 seconds long. For calls lasting longer than 999999 seconds, ELAPSED TIME will show “HH:MM” (hours and minutes rounded up to the nearest minute). The SMDR output report is printed as shown in Figure 1 on the following page. A page head- ing (with the day of the week, date, month, year and column headings) is generated just after midnight to show the change in date. A header is also printed after output from another system source (alarm, informative message, etc.), using the same output device, interrupted the SMDR output.
Page 203 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SMDR Report Format FIGURE 1.SMDR Report Format TYP EXT# TRUNK DIALED DIGITS START ELAPSED COST ACCOUNT CODE XX XXXXXXXXXXX HH:MM HH:MM:SS $XX.XX XXXXXXXXXXXX* TYPCall type abbreviations for: EXTThe extension number (XXXXX) of the last station to handle the call is shown. For a CO-to- CO call, this field shows the extension number of the second trunk involved. For a conference call, it shows the station that initiated or answered the call. For an unanswered ring-in, it shows *****. An outgoing call that has been initiated by another trunk will show the initiat- ing trunk’s number. TRUNKThe extension number of the trunk used during the call is shown. DIALED DIGITSFor an outgoing call: The first 28 digits of the telephone number are shown (if ARS was used to place the call, the modified number, not the dialed digits, are shown). A “>” at the end of the number indicates that more than 28 digits were dialed. Some digits may be suppressed (see the previous page for an explanation). For a conference call, this field shows the station that brought the trunk into the conference unless the conference ends as a call with only one station and one trunk or if all conference parties are put on individual hold (in which case the field shows the last party to handle the call). For an incoming call: This field is determined by the service type of the trunk that was used for the call and whether the digits are being suppressed. If the information is not suppressed, it is included in the report as follows: *Ring-in records appear only if ring-in diagnostic records are enabled as described on page 201.Free 000 Local LOC Toll Local TLC Toll Long Distance TLD Operator/International O/I DISA DSA Conference CNF DID/DNIS (non-DISA) DID Incoming IN Network NET SERVICE TYPE CALL RECORD SHOWS: RING-IN RECORD* SHOWS: DID, DNIS, or *DNIS* (not DISA ring-in)Trunk DID or DNIS Information Ring... Trunk DID or DNIS Informa- tion DID, DNIS, or *DNIS* with DISA ring-inBlank if answered; DISA digits if unansweredDISA calls do not generate a ring-in record Caller ID, ANI, or *ANI* Outside Party ANI or Caller ID Ring...Outside Party ANI or Caller ID *ANI*DNIS*Outside Party ANI or Caller ID and Trunk DID or DNIS InformationRing...Outside Party ANI or Caller ID and Trunk DID or DNIS Information None Blank Blank
Page 204 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 SMDR Report Format FIGURE 1. SMDR Report Format (Cont’d) STARTThis shows the time that the call became valid (see paragraph on page 201 for an explana- tion). For an unanswered ring-in, it shows the time the call began ringing. It is shown in 24- hour time (00:00 - 23:59). ELAPSEDThis shows the call length from the START time (above) until disconnect or the length of time an unanswered call was ringing. If the option is enabled that shows call duration in seconds, calls up to 999999 seconds long appears as S=XXXXXX (XXXXXX represents the number of seconds) and calls lasting longer than 999999 seconds appear as HH:MM (hours and min- utes). COSTThis is the approximate cost of the call ($XX.XX), based on the database information. If cost exceeds $99.99, it is printed without the decimal point ($XXXXX). If it exceeds $99999, $$$$$$ is shown instead. If there is no cost, the field is blank. ACCOUNT CODEThis is a standard, forced, or optional account code (up to 16 digits). An optional account code overrides standard or forced account codes. The field is blank if no account code was used. NOTE: If an asterisk (*) appears at the end of the record, as shown in the sample, it indicates that the call was terminated because the system detected a disconnect signal from the trunk (that is, the caller hung up before the station user on the call).
Page 205 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Introduction AXXESSORY Talk Features INTRODUCTION AXXESSORY Talk can be used for any of the following applications: •Automated Attendant: The automated attendant is a programmable feature that can be used to provide automated call answering service. Calls can transfer, forward, or directly ring in to an automated attendant. When an automated attendant answers a call, it plays a recording that gives dialing instructions. After hearing the recording (or at any time while it is playing), the caller may then dial an extension or mailbox number. •Automated Attendant Recall Destination: If a call is not answered after being trans- ferred by the automated attendant, the call returns to (recalls) the Automated Attendant Recall Destination. The Recall Destination announces that the station is unavailable and allows the caller to leave a message (if the station has an associated mailbox) or dial another extension. •Call Routing Announcement: Call Routing Announcements can be used two ways: —A Call Routing Announcement application can be used in place of a playback device. When called, the Call Routing Announcement application will play a recording and then hang up. —The Call Routing Announcement application can use Digit Translation which allows the caller to press a single digit for access to a mailbox, a Fax On Demand function, or a station or hunt group that has an associated mailbox or extension ID. Each digit can lead to a “digit translation node” that has its own digit translation values. This layered Call Routing Announcement digit translation creates a “tree” of programmable digit translation nodes. •Directory Services: Directory services provide callers with a list of mailboxes and extension IDs. •Record-A-Call: This feature allows a station user to record an ongoing call in an AXXESSORY Talk mailbox message. When a station user enters the Record-A-Call feature code, the system places a call to the stations assigned Record-A-Call applica- tion. When the application answers, the system sets up a conference call with the sta- tions Record-A-Call mailbox. If programmed, the mailbox plays a greeting to indicate that the recording is in progress. •STAR: The Scheduled Time-Based Application Router (STAR) enhances the program- mability of the voice mail application greetings. With STAR, applications can be pro- grammed to play alternative greetings for holidays and weekends. A STAR application is a table of up to 20 entries, that serves as a “routing table” which tells the AXXES- SORY Talk which application will be used, based on day and time information in the table. (The applications are programmed to play the greetings, not the STAR applica- tion. The STAR routes the call to the right application.) •Station Message Detail Recording (SMDR) Information Storage: SMDR informa- tion can be stored on the AXXESSORY Talk’s hard disk and then processed using call record sorting software, such as Inter-Tel’s Inside Track. •Voice Mail: This application handles all calls that are directed to voice mail. Callers will hear the main company greeting, followed by a menu of available options. Stations can forward or transfer calls directly to their mailbox using this applications extension number.
Page 206 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Automated Attendant AUTOMATED ATTENDANT The automated attendant is a programmable feature that can be used to provide automated call answering service. Calls can transfer, forward, or directly ring in to an automated attendant. AXXESSORY Talk is required for the Automated Attendant feature on the AXXESS System. Calls to the automated attendant application are processed as follows. When an automated attendant answers a call, it plays a recording that gives dialing instruc- tions. During or after the recording, the caller may then directly dial a station extension num- ber, voice mail access number (if there is no associated mailbox), or hunt group pilot number. Or, the caller may use the directory to look up the desired extension. When the automated attendant answers a call, the caller will hear the company greeting, fol- lowed by instructions and the list of available options. The caller then has the following options: •Dial a station extension number: If an extension number is dialed, the call is trans- ferred to the selected station. If ringback tones are enabled, the caller hears ringing while the call is being transferred. If ringback is not enabled, the caller hears music. If the called station is forwarded, the call follows the programmed forward. •Dial a hunt group number: When a hunt group number is dialed, the call is transferred to the selected hunt group. The call rings or circulates in the hunt group. If ringback tones are enabled, the caller hears ringing while the call is being transferred. •Dial the Voice Mail application’s extension number: The caller can reach the Voice Mail main greeting by dialing the application’s extension number assigned to the Voice Mail feature. (See page 220 for Voice Mail information.) •Use the directory: If the caller does not know the extension or mailbox number of the desired party, he or she can spell the name using the keypad keys and “look up” the number in the directory. (This option can be disabled in the database. Or, if there are no names recorded for the individual mailboxes or for the systems extension IDs, this option will not be provided.) Directory names can be sorted by first or last name. (Refer to page 237 for information about using the directory.) •Dial the operator access destination: If the caller needs further assistance, dialing 0 will access the AXXESSORY Talks programmed operator destination. Or, if the caller is on a rotary telephone and cannot enter a digit, the call will be automatically trans- ferred to the operator destination. (The operator access destination is programmed in the database. There can be separate destinations for day and night modes.) Automated Attendant answers and plays a greeting followed by a menu of options. Caller selects optionCaller does not select an option Call is sent to station, hunt group, voice mail, or operator destination.Caller uses the directory and can select the name of desired party. Call is sent to station, hunt group, voice mail, or opera- tor destination. Call is sent to the Automated Attendant’s designated dial-0 operator. CALL TO AUTOMATED ATTENDANT
Page 207 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Automated Attendant NOTE Due to the natural characteristics of the trunk, the volume level of DTMF tones transmitted over the trunk may be substantially reduced before reaching the AXXESS System and AXXESSORY Talk. This natural degradation in tone volume may adversely affect the reliability of the Automated Attendant feature. Other factors which can affect automated attendant performance are trunk noise and the quality and strength of the DTMF tones generated by the off-premises phone itself. AUTOMATED ATTENDANT APPLICATIONS There are a number of different uses for this feature. Here are two examples: •Direct ring-in calls to a busy attendant could be forwarded to an automated attendant (using the Call Forward If Busy feature or system forwarding). •Calls could ring in directly to an automated attendant application’s extension number when the system is in day and/or night mode. AUTOMATED ATTENDANT RECALL DESTINATION When a station receives a call that has been routed through the automated attendant, the call is handled as a transferred call and the display shows TFR FROM (description). If the call is not answered, the call recalls the automated attendant’s recall destination. The recall destination is usually the Automated Attendant Recall Destination application which announces that the called station is unavailable and allows the caller to choose to leave a message (if the station has an associated mailbox) or dial another extension number. If the Recall Destination fails to answer a call, it is automatically sent to the recall destination’s programmed attendant. If the call is not answered there, it is disconnected. If an invalid number is dialed, the caller is prompted to enter another number. If a caller waits too long to make an entry, the caller is prompted again. The caller cannot access trunks or enter feature codes through the Automated Attendant appli- cation. Trunk access codes and feature codes are considered invalid numbers. AUTOMATED ATTENDANT CUSTOM AUDIOTEX RECORDINGS Custom audiotex recordings are made using the voice mail System Administrator’s mailbox as described on page 35. Each recording is associated with a recording number and assigned to the application(s) in database programming or using the System Administrator’s mailbox. (Refer to page 35 in this section.) CALL TO AUTOMATED ATTENDANT Automated Attendant answers and transfers the call to the desti- nation selected by the caller. The party receiving the transfer does not answer before the Transfer AXXESSORY Talk timers expires. Call goes to the Automated Attendant Recall Destination where caller selects option. Call is sent to station, hunt group, voice mail, or operator des- tination.Call is sent to station’s associated mailbox
Page 208 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Extension IDs EXTENSION IDS Extension IDs are used in conjunction with transferring calls through the Automated Attendant or using the Extension Directory. The extension ID allows callers to be transferred to stations and applications that do not have mailboxes. It also allows the station or application to have a recorded name in the directory. This feature is set up and initialized using database program- ming and Voice Mail features. If an Extension ID has been created in database programming for a station extension number, either the principal owner of the extension or the voice mail System Administrator must set up (initialize) the ID with a new password and record a name for use in the Extension Directory. At default, the extension ID password is the same as the extension number. If the Extension ID has not been “initialized” calls can still be transferred to the associated extension number. However, they cannot be accessed from the directory. If the Extension IDs user name has not been recorded it cannot be heard when callers access Extension Directory. The name must be recorded in order to fully initialize the Extension ID. See page 226 for more information on initializing Extension IDs. NOTE To provide system security, all extension IDs should have a password. To make the passwords difficult to guess, they should not match the station’s extension number or consist of one digit repeated several times. The default password should be changed the first time the user logs in. Once a password has been set up and the name recorded, the extension owner may access Extension ID Options which allows the associated directory name and password to be modi- fied. If an Extension ID has not been created for a station, callers using the automated attendant can- not be transferred to that destination. Instead, these callers will receive a system recording noti- fying them of an invalid entry and are routed back to the automated attendants main menu. Individual extension IDs can be programmed as “Private” in database programming. A Private number is included in the directory and can be dialed if the caller knows the number, but the extension number information is not available to the caller; only the name is played. Extension IDs can also be programmed as “`Unlisted.” That means that the number will not be included in the directory, but can be dialed if the caller knows the extension number. Calls transferred from the AXXESSORY Talk Automated Attendant or a Call Routing Announcement application to stations with extension IDs can be screened, announced, or unannounced. Programming flags determine the methods used for transferring calls to stations with extensions IDs. See page 152 for details.
Page 209 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Call Routing Announcement CALL ROUTING ANNOUNCEMENT The Call Routing Announcement application can be used as a simple playback device that plays a message and then hangs up to disconnect the call. This is especially useful for program- ming hunt group announcement and overflow stations. Or, the Call Routing Announcement application can use digit translation which allows the caller to press a single digit for access to a station, hunt group, or mailbox. When a Call Routing Announcement application is used as a hunt group announcement or overflow station, calls to the application automatically stop circulating through the hunt group if the caller selects a valid digit translation option. This allows the application to send the call to other stations without the call being “pulled back” into the hunt group when a hunt group station becomes available and answers the call. However, if the caller does not dial a valid digit translation option, the call will be pulled back if a hunt group member answers. CALL ROUTING CUSTOM AUDIOTEX RECORDINGS When accessed, the Call Routing Announcement application will play a custom audiotex recording and then hang up. Call routing announcements are recorded using the voice mail System Administrators mailbox as described on page 35. An AXXESSORY Talk Call Routing Announcement application message can be programmed to include the callers queue position and/or estimated wait time. The queue position announce- ment tells the caller how many calls are ahead of his or her call. This includes calls being served and waiting calls. CALL TO CALL ROUTING ANNOUNCEMENT Call Routing Announcement answers and plays a recording. Call Routing Announcement hangs up. (If this is an announcement or overflow station, the call returns to the hunt group.) WITHOUT DIGIT TRANSLATION CALL TO CALL ROUTING ANNOUNCEMENT Call Routing Announcement answers and plays a greeting WITH DIGIT TRANSLATION Caller selects option Call is sent to sta- tion, hunt group, voice mail, operator destination, digit translation node, or directory as deter- mined by Timeout programming. Call is sent to sta- tion, hunt group, voice mail, operator destination, digit translation node, or directory as deter- mined by digit pro- gramming. Caller does not select an option (Timeout)
Page 210 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Call Routing Announcement Recordings for fax documents should include all dialing instructions. The recording should state whether documents can be selected by number and/or list all options. If fax delivery times are set to specific days or times, the recording should also include this information. CALL SCREENING Calls transferred from the AXXESSORY Talk Automated Attendant or a Call Routing Announcement application can be screened, announced, or unannounced. Separate program- ming flags determine the methods used for transferring calls to stations with mailboxes, sta- tions with extension IDs, and extensions without mailboxes or IDs. See page 152 for details. DIGIT TRANSLATION Digit translation allows callers to dial a single digit to access a designated extension number, mailbox, or hunt group. Up to 12 digit translation storage locations (#, *, 0-9) are available for each Call Routing Announcement application. To use digit translation, the Call Routing Announcement application must have special programming. After the application is created and programmed, the voice mail System Administrator’s mail- box is used to make a custom audiotex recording that explains the options to callers, as described on page 35. A caller who listens to the Call Routing Announcement recording can dial the single-digit location number to reach the designated destination. For example, if the hunt group extension for a customer support group is programmed for digit 3, the recording should say something like, “Press 3 for customer support.” The AXXESS System provides a choice between English and Japanese prompts and displays. The system selects the language to use for each call, as determined by the trunk, station, and AXXESSORY Talk programming. When using a Call Routing Announcement application with digit translation, the individual AXXESSORY Talk applications assigned to the digits can be programmed to override the device language and provide prompts in one language only. Using this method, you can program a Call Routing Announcement tree that offers callers a choice between languages. See page 242 for more information. DIGIT TRANSLATION NODES A “digit translation node” is a digit translation destination that allows further digit translation options. Unlike extension and mailbox destinations, a digit translation node does not move the call to a specific location. Instead, it offers additional dialing options. A digit translation node can use any of the Actions, including transfers to other digit translation nodes. The use of digit translation nodes allows the programmer to create a Call Routing Announce- ment with several layers to form a digit translation “tree.” The tree can be made up of digits with destinations and/or digit translation nodes with additional translations. An example of a Call Routing Announcement application with a multi-layered tree is shown on the next page.