Inter-Tel Axxess Administrators Guide

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AXXESSORY Talk Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Sample Call Routing Announcement Tree
FIGURE 1.Sample Call Routing Announcement Tree
EXT 2500: “Thank you for calling X Company, if you 
know the party’s extension number, you may dial it now. 
For a company directory, press #. For Sales information 
press 3. For technical support, press 4.”
Call is sent to extension
number dialedTransfer to Hunt Group
2001 (Tech Support)Company
Directory
CALLER DIALS #CALLER DIALS 3CALLER DIALS A
NUMBER THAT BEGINS
WITH 1CALLER DIALS A
NUMBER THAT BEGINS
WITH 2
Transfer to Sales Node: “To  
speak to the operator, press 0. To 
select Sales information by fax, 
press 1. To speak to a Sales repre-
sentative, press 2.”
CALLER  DIALS 1CALLER DIALS 2C ALLER DIALS 0
Transfer to Extension
2000 (Sales Hunt Group)Transfer to
OperatorTransfer to Node (Sales Info Fax): “If 
you know the fax document number, please 
dial it now. If you wish to speak to the oper-
ator, dial 0. For a product list, dial 2. For a 
price list, dial 3. For training information, 
dial 4. Then press # to check your selec-
tions and enter your fax number or press * 
to cancel.”
Transfer to Operator
Fax with that number is selected.
Selects Fax Document 1999 - Product List
Selects Fax Document 1998 - Price List
Selects Fax Document 1997 - Training
End Fax Selections: System requests dialing infor-
mation and send fax, then returns to Main Menu.
Cancel Fax Selections: System returns to greeting.
CALLER DIALS 0
CALLER DIALS
1997, 1998, or 1999
CALLER DIALS 2
CALLER DIALS 3
CALLER DIALS 4
CALLER DIALS #
CALLER DIALS *
CALLER DIALS 4 
						

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AXXESSORY Talk Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
AXXESSORY Talk Fax On Demand
AXXESSORY TALK FAX ON DEMAND
The Fax On Demand feature provides fax services to callers. It is a specially programmed Call
Routing Announcement application that uses digit translation to allow callers to select the doc-
uments they wish to have faxed to them.
With Fax On Demand, callers can use a DTMF telephone to request one or more documents
from the company’s fax library. (This library of fax documents is also used in the AXXES-
SORY Talk Central faxing feature.) When the request is completed, the AXXESSORY Talk
places a call to the caller’s fax machine to deliver the requested documents. 
The Fax On Demand process is shown in the following steps:
  (1)The caller reaches the Call Routing Announcement application either through direct
ring-in or transfer.
  (2)After listening to the introductory recording, the caller selects a document by entering a
document number or using digit translation, depending on digit translation node pro-
gramming. If the document is selected by number, the system will ask the caller to ver-
ify the entry by pressing #. If the number is invalid, the system alerts the caller and
returns to the introductory recording.
  (3)The system checks the availability of the document and one of the following occurs:
  (4)If the document is available, the system tells the caller how many documents have been
selected and how many more documents can be requested (as determined by the Maxi-
mum Selections Allowed value in the database). It then returns to the recording to allow
the caller to select more documents or end the selection process. 
  (5)If the document has been deleted or is being updated, the caller is told that the docu-
ment is unavailable and returns to the recording.
  (6)If desired, the caller selects additional documents and the system checks for their avail-
ability as described above. If the maximum number of allowed documents has been
reached, the system informs the caller and gives the option of returning to the greeting
or ending the selection process. If a caller selects the same document more than once,
the system informs the caller of the error and allows another selection.
  (7)If desired, the caller can cancel the document selections at this point by pressing the
Cancel Fax Selections digit (usually *). However, once the next steps are completed,
the faxes will be delivered.
  (8)When the caller ends the selection process by pressing the End Fax Selections digit
(usually #), or reaches the allowed maximum number of documents, the system
requests fax dialing information from the caller. 
  (9)The caller enters and verifies his or her extension number (to be printed on the cover
sheet) and the caller’s fax machine telephone number.
  (10)The system checks the entered number and one of the following occurs:
 •If the number is valid, the system tells the caller when the document will be deliv-
ered (this depends on the programmed fax delivery times in the AXXESSORY
Talk database), and returns to the recording. 
 •If the number cannot be dialed by the Message Notification/Retrieval application
due to toll restrictions, the system tells the caller that the number cannot be dialed
and asks for a new number.
 •If the caller enters an invalid number, the system tells the caller the number is
invalid and asks for a new number. 
						

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
AXXESSORY Talk Fax On Demand  (11)The caller hangs up or returns to step 2 to select more documents. (If more documents
are selected and canceled, the documents that were selected and accepted previously
will still be sent. Each time the caller accepts the documents and enters the dialing
information, the documents are prepared for transmittal. They cannot be canceled after
that point.)
  (12)The AXXESSORY Talk Message Notification/Retrieval application places a call to the
caller’s fax machine as soon as a fax port is available, unless one of the following
occurs:
 •If the fax was requested outside of the programmed fax delivery times, the system
will wait until the Fax Delivery Start Time on an allowed day of the week before it
attempts to send the document. The Fax Delivery Start and Stop times determine
when faxes can be sent. Start and stop times can be set to any time period, up to 24
hours. The programmer can also determine which days of the week faxes will be
sent.
 •If other calls are going out and the programmed Maximum Number of Outgoing
Calls has been met, the system waits for an available outgoing call to send the fax.
 •If a fax port or trunk is not available or if a requested document is not available,
the system delays delivery until the resource or document is available.
 •If a requested document has been deleted, the system will complete the delivery,
but will indicate on the cover sheet that the document is no longer available.
 •If a fax delivery fails after one or more pages have been transmitted, the system
remembers which pages were not sent and tries again to send only those pages. For
example, if the transmission failed in the middle of page 3 of 5, the system would
attempt to send only pages 3, 4, and 5 on the retry. The cover sheet on the retry will
say, “This fax is the continuation of...” and the description for the fax will include
“continued” in the title.
Documents are stored in the fax library using the System Administrators mailbox. To do so, a
fax machine places a call to the System Administrators mailbox and sends the document. (See
page 34 for instructions.) 
Fax On Demand transmits a cover sheet with each faxed document that includes the recipients
extension number, your company name (as programmed in the database), the date, the number
of pages to be sent, and a list of included documents. If you wish, you can store a company
logo to be used on the cover sheet. The logo can be up to 5.5 inches tall; if it is larger, the sys-
tem automatically cuts it off at the 5.5 inch mark. The logo document is stored, like other fax
documents, using the System Administrators mailbox.
If you have several fax documents, you may want to create and store a “catalog” document that
callers can request before continuing their selections. For example, the catalog can include the
document number, title, description of the contents, number of pages, and last revision date for
each document.
Fax documents can be saved and restored using the AXXESSORY Talk Save And Restore
database program. The AXXESS System Save And Restore operation has no effect on fax doc-
uments. However, if the system database is defaulted, all fax documents are deleted.
The digit translation node used for fax document selection should have a greeting that explains
how to select documents. For example, it can say something like, “Welcome to Fax On
Demand. For a product list, press 1. For a price list, press 2. When you have made your selec-
tions, press # to continue. Or, to cancel your selections, press *.” Or, you can use a series of
digit translation nodes that break the document selection into categories and/or allow callers to
dial individual document numbers. If fax delivery times are set to specific days or times, the
introductory recording should also include this information. 
						

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AXXESSORY Talk Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Directories
DIRECTORIES
There are two types of AXXESSORY Talk directories that can be enabled (or disabled) in the
system: Mailbox and Extension.
•The Voice Mailbox Directory is a list of mailbox owners, their recorded names, and
mailbox numbers.
•The Automated Attendant Directory, provided to all Auto Attendant callers, is a list
of all mailbox owners and extension ID owners and their recorded names.
The directories can be selected in the following ways:
•From the Voice Mail or Automated Attendant main menu: Press the   key.
•Using a Call Routing Announcement application: Press the Digit Translation digit
designated for directory access. (See page 209 for a detailed explanation of digit trans-
lation.)
•As a Voice Mail Owner: Mailbox owners can access the directory by pressing 
whenever they are prompted to enter a mailbox number. 
If a directory is disabled or empty because no names are recorded for any of the system’s mail-
boxes and extension IDs, callers will not hear the prompt that allows access to the directory.
However, if the caller does press   or a Directory menu key the user will be instructed that
the selection is invalid and returned to the initial instructions.
Recorded names are added to the directories when the owner of the mailbox or extension ID
has initialized the name. If the mailbox or ID is not initialized, the directory will include only
the mailbox number or extension ID number. (Group Lists are not included in either type of
directory.)
The caller uses the keypad keys to enter the name. The application then plays the closest
matching directory name that corresponds to the digits entered by a caller. Once the name has
been played the system will return a menu of options, including the following: 
•Listening to the previous or next name in the directory
•Listening to additional information (This option is not available if the mailbox or exten-
sion ID number has been classified in the database as a “Private” number.)
•Spelling a new name
•Toggling from a last to first name search mode
•Accepting the name
#
#
# 
						

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Locating A Name
LOCATING A NAME
There are two methods used for entering a name: Quick Spell and Exact Spell. Outside callers
and station users with non-display keysets and single-line sets use Quick Spell. Display keyset
stations use the Exact Spell method.
•Quick Spell callers press a single digit (or key) from their digital telephone dial pad for
each letter or character entered. For example, keypad key   shows ABC, key 
shows DEF, etc. To enter JONES, you would press  . Some characters are
not shown on the keys: for “Q” press  , for “Z” press  , for punctuation marks press
the  key.
•Exact Spell callers press the keypad keys to enter the name. The number of times a key
is pressed determines which character is entered, as shown on the chart below. When
adjoining characters are located under the same key, press 
 once to advance to
the next character. For example, 5666 FWD 66337777 would enter JONES.
After the digits have been entered, the caller presses   to begin the search. The Automated
Attendant application plays the name that most closely matches the digit(s) that were entered.
If 
 is pressed without entering any digits, the caller will hear the first name in the directory.
If a user presses 
 at any time while spelling a name, the system will play a helpful prompt
instructing the caller how to enter a name. (Display keyset users will receive Exact Spell
instructions; all other users will hear Quick Spell instructions.)
CHANGING THE FIRST/LAST NAME SEARCH
Each directory can be programmed to be organized by last name or by first name. Callers
accessing a directory receive system voice prompts that ask them to enter the first or last name
of the person for whom they wish to leave a message. 
If an Executive keyset is used to access a directory, the caller may switch back and forth from
looking up a last name, to a first name simply by pressing the corresponding menu key. Callers
using Standard keysets or single-line sets can press 
 to toggle between last and first name. 
LISTENING TO THE NEXT/PREVIOUS NAME
After a name has been played, the caller can listen to the previous name in the directory by
pressing  . To listen to the next name, the caller can press  .
The directory lists are circular. That is, when the end of the list is reached, the next name
played will be the first name in the directory. Or, if the caller scrolls to the beginning of the list,
the “previous” name played will be the last name in the directory.
NUMBER OF TIMES KEY IS PRESSED
KEY12345
1
-&( ) 1
2ABC  2
3DE F ! 3
4GH I * 4
5JKL / 5
6MN O # 6
7PQRS 7
8TUV ? 8
9WX Y Z 9
0@: . , 0
23
56637
79
1
FWD
#
#
0
5
13 
						

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Accepting A Name
ACCEPTING A NAME
When the caller is using the Voice Mail feature, and accepts a name, the caller is transferred to
the corresponding mailbox. There the caller will hear either the mailbox’s recorded greeting,
recorded directory name, or, if no recording has been made, the “mailbox number XXX is not
available” prompt. The caller can then record a message.
If the caller is using the Automated Attendant feature, and accepts the name, the caller is trans-
ferred to the selected destination (station or mailbox) if it is available. If a station extension is
dialed and the destination is not available, the caller is sent to the associated mailbox, if one
exists.
REQUESTING ADDITIONAL INFORMATION
After a name is selected from the directory, the caller has the option of requesting additional
information. When requested, the mailbox number, extension number, and name are played (if
they have not been disallowed).
Individual mailboxes and extension IDs can be programmed as “Private” in database program-
ming. A Private number is included in the directory and can be dialed by a caller who knows
the number, but the associated mailbox and extension number information are not available to
the caller; only the name is played. 
Mailboxes and extension IDs can also be programmed as “Unlisted.” That means that the num-
ber will not be included in the directory, but can be dialed if the caller knows the extension
number.
USING THE DIRECTORIES
TO USE A DIRECTORY:
  (1) Dial the Voice Mail access number. You hear the recorded system greeting.
  (2) Press 
 to access the Directory Services application.
  (3) The keys on your telephone are labeled with letters. Use Quick Spell (non-display key-
set or single-line) or Exact Spell (display keyset) to enter the desired name, as described
on page 215, then press  . (If you wish to exit from the directory without selecting a
name, press 
 or hang up.)
  (4) The Voice Mail application will play the selected name. Do one of the following:
To accept the name: Press  .
To hear the previous name in the directory: Press . 
To hear additional information for the selected name (if allowed): Press .
To hear the next name in the directory: Press  . 
To spell a different name: Press 
 and repeat step 3. 
To switch the first/last name sort order: Press .
#
#
*
#
1
2
3
4
5 
						

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Record-A-Call
RECORD-A-CALL
NOTE This feature must be enabled in Premium Features.
If the AXXESSORY Talk has a Record-A-Call application, the users can enter a feature code
to record ongoing calls in their designated Record-A-Call mailboxes. Users can retrieve the
recorded messages later, just as they would any other mailbox message.
The Record-A-Call mailbox records the call as a voice mail message. All parties will be
included in the recording. If desired, the Record-A-Call mailbox can be programmed to play a
message announcing that the Record-A-Call feature is in progress. There can be separate mes-
sages for day and night modes.
A Record-A-Call tone can be programmed to alert callers at the beginning of the recording.
Also, it can be programmed to beep periodically throughout the recording.
There are three ways a station can be programmed to use this feature:
•The station can use its personal mailbox, or any other mailbox, as the assigned Record-
A-Call mailbox. No other mailbox can be selected. (This is the default programming for
all stations.)
•The station can be programmed with a default mailbox box, but with the option of
selecting a different mailbox. If the user chooses to not enter a mailbox number, the sys-
tem automatically selects the default mailbox.
•The station can be programmed to require the user to select a mailbox every time the
feature is used. Without a default mailbox, the user must select a mailbox.
When the requesting station user hangs up, all parties are automatically disconnected. If all
parties on the call hang up, except the requesting station user, an intercom call will remain con-
nected between the requesting station and the Record-A-Call application. This allows the user
to make additional comments before ending the recording.
When the station user turns off Record-A-Call or ends the call being recorded, the AXXES-
SORY Talk delivers the message to the mailbox. The station associated with the mailbox will
receive message waiting indications as usual. See page 227 for message retrieval instructions.
The programmer can set a maximum length for Record-A-Call messages. The Record-A-Call
Maximum Message Length timer can be set at 0-600 minutes. A 0 setting allows messages of
any length, limited only be the available disk space. The default is 30 minutes
For more information on using the Record-A-Call feature, refer to page 159.  
						

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Scheduled Time-Based Application Router (STAR)
SCHEDULED TIME-BASED APPLICATION ROUTER (STAR)
Scheduled Time-Based Application Routing (STAR) allows you to have applications with
alternate greetings and/or different programming set up for holidays, weekends, and other
scheduled events.
A STAR application is basically a “routing table” for AXXESSORY Talk applications. When a
direct ring-in call (from a trunk group or call routing table) rings in to a STAR application, it
sends the call to another AXXESSORY Talk application, according to its programmed sched-
ule. The caller will not be aware of this transfer, but will hear the programmed day or night
greeting for the destination application. (The STAR application itself does not play a greeting.)
STAR can be used with any type of AXXESSORY Talk application except Auto Attendant
Recall and Record-A-Call. You can even send calls from one STAR application to another,
thereby “chaining” the applications together to increase the number of available schedules.
A STAR application can contain up to 20 scheduling entries with the following settings:
•Application: This is the application (call routing announcement, automated attendant,
etc.) that will be used when the scheduling information applies to the incoming call.
•Start/Stop Date: If the schedule is going to active on a single day or for a period of
days, it will have Start and Stop Dates. (To have the schedule active on only one day,
the Start and Stop Dates can be the same day.)
•Days of the Week: The schedule can be used on specific days of the week.
•Specific Times or Day/Night Mode: The schedule can be set to be active for a specific
period of time on the selected day(s). Or it can be set to be active in day or night mode.
The chart below shows several samples of STAR entries. Note that there are two entries for
Labor Day and Memorial Day, and that Christmas Day and Christmas Holiday overlap. The
first entry in the table is checked first, and so on, until a match is found. So it is important that
the applications are programmed in the correct order. For example:
•The Labor Day entry, with a specific time, comes before the Day/Night entry so that a
different message is played from 10:00 to 2:00 only.
•The early time intervals come before the later intervals on Memorial Day.
•Dec 25 comes before the range of dates Dec 24- Jan 4 so that the special holiday mes-
sage will be played on that day only.
Once a match is found, the application corresponding to the matched entry is invoked. If no
match is found, then the application programmed in the “Default Application” field is invoked.
When programming the days and times, be careful not to overlap. For example, if you place a
date entry for Dec 25 after a day of the week entry for Monday, and Christmas Day occurs on a
Monday, the “Monday” application will be selected instead of the “Dec 25” application.
ENTRY DESCRIPTION DATE DAY TIME INTERVAL DAY/NIGHT APPLICATION
1 Labor Day Sep 1 10:00am-2:00pm 2600
2 Labor Day Sep 1 Both 2601
3 Memorial Day May 30 8:00am-5:00pm 2605
4 Memorial Day May 30 5:00pm-8:00am 2606
5 Christmas Day Dec 25 Both 2607
6 Christmas Holiday Dec 24 - Jan 2 Both 2608
7 Weekends Sat, Sun Both 2612
8 Lunch Break M - F 11:00am- 1:00pm 2613
9 Night Shift M - F Night 2614
10 Day Shift M - F Day 2615 
						

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
SMDR Information Storage And Retrieval
SMDR INFORMATION STORAGE AND RETRIEVAL
The AXXESSORY Talk PC can be used to capture Station Message Detail Recording (SMDR)
information. The SMDR information is stored in a file on the AXXESSORY Talk PC’s hard
disk for later retrieval.
Every time a call is completed, the AXXESS SMDR feature records the call, formats it accord-
ing to SMDR programming (see page 201), and sends the record to the SMDR output device,
if enabled. The formatted record is also sent to the AXXESSORY Talk PC if SMDR buffering
is enabled.
The AXXESSORY Talk PC adds each call record to the SMDR buffer file as it is received.
The amount of disk space allocated for SMDR storage is determined in database programming.
The default value is zero megabytes of memory. If the call records use disk space exceeding
80% of the allotment, the system generates an alarm and displays it at the primary attendant
station and all telephone system administrator stations. Another alarm message is generated if
the allotted space is 100% filled. If the maximum buffer capacity is exceeded, the oldest call
record(s) are discarded as new ones arrive.
NOTE Since each SMDR call record takes up approximately 81 bytes on the AXXESSORY
Talk PC, nearly 13,000 calls can be stored in each megabyte of hard disk space.
The SMDR records, which are stored in ASCII/binary format, are buffered until they are
cleared by the programmer. If desired, the programmer may save and/or restore SMDR data
(along with the system database) to floppy disks using the AXXESSORY Talk Save and
Restore feature. 
If desired, the SMDR records can be retrieved and processed using Inter-Tel Inside Track, a
separate call accounting software package, to create customized reports. 
In a network setting, the AXXESSORY Talk will buffer SMDR records that are sent from
other nodes in the network. 
						

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INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Voice Mail
VOICE MAIL
The Voice Mail feature allows callers to send and receive recorded messages from any station
or DTMF telephone. (Dial-pulse signaling is not recognized by AXXESSORY Talk. Callers
using dial-pulse phones will be routed to the Voice Mail application’s Dial-0 Destination for
assistance.)
VOICE MAIL AND MESSAGE NOTIFICATION/RETRIEVAL APPLICATIONS
Two types of applications are combined to provide the Voice Mail feature: Voice Mail and
Message Notification/Retrieval.
•Voice Mail: This application
handles all calls that are directed
to voice mail (other than the
Message Notification/Retrieval
application). Callers will hear
the main company greeting, fol-
lowed by a menu of available
options. Stations can forward or
transfer calls directly to their
mailbox using this application’s
extension number. This applica-
tion can also be the message
center for the stations.
•Message Notification/Retrie-
val: Only one Message Notifi-
cation/Retrieval application may
be created for the system. When
station users respond to message
indications left by voice mail,
they reach the Message notifica-
tion/Retrieval application and
are prompted only for their
password.
CALL TO VOICE MAIL
Voice Mail answers and plays a 
greeting followed by a menu of 
options.
Caller selects optionCaller does not 
select an option
Call is sent to selected mailbox.Caller uses the 
directory and 
can select the 
name of 
desired party. Call is sent to 
mailbox. Or a 
mailbox owner 
enters his own 
mailbox.
Call is sent to 
the Voice Mail 
designated 
dial-0 operator.
MESSAGE IS LEFT IN A MAILBOX
Voice mail leaves a message waiting indica-
tion at the station designated as the message 
notification station for the mailbox.
Station user is prompted for the 
password to his mailbox.
Station user responds to message indication 
(presses MSG key or enters feature code).
INTERCOM CALL IS PLACED TO
MESSAGE NOTIFICATION/RETRIEVAL
APPLICATION