Inter-Tel Axxess Administrators Guide
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Page 241 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Multilingual Capability MULTILINGUAL CAPABILITY NOTE This feature must be enabled in Premium Features. 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 an AXXESSORY Talk application receives a call from a station or trunk, the AXXESS System tells the application which language is programmed for that device. For example: •If a trunk programmed for English rings in to an application, the AXXESSORY Talk will play the English prompts. •If a station programmed for Japanese calls voice mail, the station user will hear Japa- nese prompts. •If a station programmed for English receives a call on a trunk that is programmed for Japanese, and then forwards the call to voice mail, the caller will hear Japanese voice prompts. NOTE If Japanese language prompts are not installed, yet a user attempts to access them, English prompts will be delivered instead. Also, only digital keysets can be used for viewing Japanese prompts. Analog keysets do not support Japanese displays. 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 pro- gram a Call Routing Announcement tree that offers callers a choice between languages. For example: •The Call Routing Announcement application could have a greeting that says, “Thank you for calling. For English prompts, press 1. NIHONGO WA, 2 WO OSHITE KUDA- SAI (for Japanese, press 2).” •The digit translation for digit 1 would lead to an application that overrides the calling devices programming and uses only English prompts. •The digit translation for digit 2 would lead to an application that overrides the calling devices programming and uses only Japanese prompts. In the example above, the digit translations could be digit translation nodes that lead to various other English-only or Japanese-only applications. Or, the first level can give more choices, such as English voice mail or automated attendant and Japanese voice mail and automated attendant. Either way, the individual applications or digit translation nodes can be programmed to play only one language or they can use the devices language, as needed. For more information about multilingual capabilities, see page 121 in AXXESS SYSTEM FEATURES.
Page 242 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 AXXESSORY Talk Networking AXXESSORY TALK NETWORKING The AXXESSORY Talk network is programmed separately from the AXXESS System net- work. There can be up to 100 nodes (AXXESSORY Talk units) in the network. Each node has its own internal message queue (similar to a mailbox’s message queues) and will store messages destined for other nodes until they are delivered. To leave messages for mailboxes on remote nodes, you must have “network mailboxes” on the local node. If the local node only has direct network mailboxes (associated with specific mail- box numbers), the local node can only leave messages for those mailboxes. If the local node has a node network mailbox for a remote node (with no mailbox number specified), the local node can leave messages for any mailbox on the remote node (as long as the Validate Network Mailboxes flag is disabled). •Leaving messages for a direct network mailbox is just like leaving messages for a regu- lar mailbox. After entering the network mailbox number, voice mail will play the mail- box directory name (if it is recorded, otherwise, the mailbox number), followed by the recording instructions, and the caller can leave a message as usual. •Users can also leave messages using a node network mailbox. Users who calls the node network mailbox will hear a prompt asking them to enter the desired mailbox on the remote AXXESSORY Talk. After that step, it is the same as leaving a message for a regular mailbox. Node network mailboxes are useful when you do not know the direct network mailbox number and/or when the mailbox on the remote node does not have a direct network mailbox on the local node. (If the AXXESSORY Talk attempts to deliver the message from a local mailbox user to the remote node and the mailbox number is invalid, the message will be returned to the sender.) If there are no direct network mailboxes that refer to mailboxes on the remote node, the caller will hear a prompt indicating that the message cannot be delivered to the remote node. UNDELIVERABLE MESSAGES The AXXESSORY Talk delivers messages to another node by calling the System Number of the remote node. If the remote number is busy or there is no answer, the AXXESSORY Talk will continue attempting to contact the remote node until the remote node answers, or until it has reached the Maximum Network Call Attempts limit. If the AXXESSORY Talk has made consecutive, unsuccessful Maximum Network Call Attempts (due to busy or no answer), it will stop attempting to contact the remote node and return any messages pending for the node. The messages are then considered “undeliverable.” Undeliverable messages pending for a node are handled according the Undeliverable Network Messages Destination field. The field can have a value of Delete, Sender, or System Administrator: •When the field is set to Delete, all undeliverable messages are deleted. •When the field is set to Sender, all undeliverable messages are returned to the sender’s mailbox, if possible. If the sender is unknown, the messages are returned to the System Administrators mailbox. If the System Administrators mailbox does not exist, then the messages are deleted. When a mailbox owner listens to a returned message he will hear a prompt indicating that the message was undeliverable. •When the field is set to System Administrator, all undeliverable messages are returned to the System Administrators mailbox, if it exists. Otherwise the messages are deleted.
Page 243 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Examples EXAMPLES To help understand networking configurations, refer to the diagram on the next page. In the diagram: •There are three nodes in the network, Chandler, Denver, and Houston. •Chandler and Houston both have AXXESSORY Talk, and Denver has a non-Inter-Tel voice mail system. •The voice mail network depicted in the diagram does not have a universal numbering plan. •Delivery schedules are not shown. Look at mailbox 1721 in Chandler. This is a direct network mailbox that refers to mailbox 1421 in Houston. When someone delivers a message to mailbox 1721 in Chandler, the message will be transmitted to Houston and delivered to mailbox 1421. Note that if someone in Chan- dler delivers a message to mailbox 1421, it will be delivered to Chandler’s local mailbox 1421 and not to Houston’s mailbox 1421. The Chandler location also has two node network mailboxes, 2001 (for Denver) and 2002 (for Houston). These two mailboxes allow users in Chandler to deliver messages to any mailbox in Denver and Houston, respectively. Houston can only send messages to two mailboxes in Denver (200 and 212) and one mailbox in Chandler (1200). This is because Houston only has three direct network mailboxes and no node network mailboxes. If Houston had node network mailboxes for Denver and Chandler, users in Houston could send messages to any mailbox in Denver or Chandler. Details about the configuration in Denver are not listed because this node is assumed to have a non-Inter-Tel voice mail system.
Page 244 AXXESSORY Talk Features INTER-TEL AXXESS MANUAL – Issue 5.1, March 2000 Example of AXXESSORY Talk Network FIGURE 2.Example of AXXESSORY Talk Network CHANDLER DENVER HOUSTON: Network No de Tab le :Local Mailbox Node # Remote Mailbox 1700 1 200 1712 1 212 1721 2 1421 2001 1 None 2002 2 None Node Description System #Ty p e 1 Denver 1-303-790-7799 AMIS 2 Houston 1-713-867-7600 Dial-Up 0: Network No de T able:Local Mailbox Node # Remote Mailbox 1600 1 200 1612 1 212 1700 2 1200 Node Description System #Ty p e 1 Denver 1-303-790-7799 AMIS 2 Chandler 1-480-961-9000 Dial-UpSystem Number: (303) 790-7799 Local Mailboxes: 200-299 Non-Inter-Tel Voice Mail System Using AMIS
Page 245 AXXESSORY Talk Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Example of AXXESSORY Talk Network
Page 246 Index IINTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Index A Absorbed digits 107 Accept key 58 Account codes 141 all calls following 143 forced 141 on outside calls 136 standard 141 ACD agent IDs automatic connect flag 100 ACD hunt groups 97 agent wrap-up 100 agents 98, 99 balanced count 97 call circulation 97 login/logout 98, 99 longest idle 97 wrap-up timer 100 Administrator feature codes 86 features freeze/unfreeze 30 network alarms 28 night mode 3, 6 setting time and date 3, 7 speed-dial programming 26 system alarms 3, 28 system database programming 9, 10 programming 10 Agent Help 96, 161 tone interval timer 161 Alarms see also Major alarms and Minor alarms network 28 All transient displays 114 Allowed answer 104 day/night 111 feature code 104 Allowed numbers 108 All-ring hunt group 90 Alternate hold timer 144 Alternate keymap 58, 118 Alternate menu displays 57 Alternate message source 132 hunt group as 92 Alternate transient display timer 115 AMIS 206 Analog Keyset Card (AKSC) dual circuits 70 Analog Keysets display 58 speakerphone 56 volume control 66 ANI 1, 101 displays 101 in SMDR 202 Announced transfer 152, 208, 210, 222, 232 Announcement stations 93Answer supervision 19 Area codes allowed/denied 108 ARS-Only class of service 107 Attendants 88 DSS/BLF Units 88 extension number 87 forwarding to 172 hunt groups as 88 primary 89 programming 10 recall 88 transfer timer 88 Audiotex recordings 35, 207, 209 Automated attendant AXXESSORY Talk 206 custom recordings 35, 207 directory 206 recall destination 207 Automated attendant applications 207 Automatic fax detection 240 Automatic intercom answer 119 Automatic outside call answer 119 Automatic Route Selection (ARS) 105, 137 dial patterns 105 dial rules 105, 142 facility groups 105 feature code 79 route groups 105 toll restriction 106, 107 AXXESSORY ACD 97 AXXESSORY Console 70, 74 AXXESSORY Talk 53, 74 alarms 28 application as forwarding point 165 auto attendant recall destination 207 automated attendant 206, 207 recordings 207 call routing announcement 209 digit translation 210 in hunt groups 94 communication to system 95, 170 custom recordings 209 dial-0 destination 206, 220 directory 206, 208, 214 extension ID 208 extension number 87 fax on demand 212 keyset serial port 66 message notification/retrieval 220 network 242 operator destination 206, 220 Record-A-Call 3, 159, 205, 217 recovering deleted messages 229 SMDR buffering 201, 219 SMDR record retrieval 219 STAR 3, 205 system prompts 37 toll restriction 107 voice mail 220 AXXESSORY Talk Central 74, 237 e-mail message format 238
Page 247 Index INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 B Background music 74, 120 Balanced count hunt group 97 Basic Keyset keymap 58 speakerphone 54 Bit rate PCDPM 66, 67 Broadcast messages 32 Busy signal instead of camp-on DID/E&M 147 Busy trunk option 19 C Call cost 200 adjustments 200 Call forwarding 47, 170 all calls 170 FWD key 171 hunt groups 91 if busy 170 if no answer 170 if no answer/busy 170 remote programming 196 system 164 to an extension 172 to attendant 172 to message center 172 to outside number 171 to voice mail 172 unsupervised CO timer 171 Call key 58, 59 Call pick-up 153 Call processing version feature code 86 Call routing announcement 209 nodes 3, 205, 210 Call routing table system forwarding 164 Call screening 152, 208, 210, 222, 232 Call transfer see Transfer Call waiting see Camp on Callback (queue) station 127, 128 trunk 140 Caller ID 101 displays 101 in SMDR 202 Caller information 101, 102 Calling party number 110 Camp on hunt groups 91 moving call to DND 148 station 127 tones 147 trunk 140 Canceling unheard messages 231Cascading remote messaging 223 Central Processing Unit (CPU) Card 53 Circuit cards 53 Circuit number display 58 Class of service (COS) 107 day/night 111 speed dial override 174 Conferencing 154 adding parties 156 exiting/parties on hold 157 exiting/re-entering 156 placing on hold 158 Consultation hold 144, 145 Custom audiotex recordings 35, 207, 209D Data device 67 Data port module see also PC Data Port Module (PCDPM) or Modem Data Port Module (MDPM) specifications 66 Database programming at administrator station 9 Date and time display 113 programming 3, 7 Default station 197 Deleted message recovery 229 Denied numbers 108 Desktop OAI 70 Diagnostics network 30 system 30 Dial initiation timer 78 Dial patterns/strings 105 class of service 107 Dial rules 105, 142 Dial-0 destination AXXESSORY Talk 206, 220 mailbox 222 DID/DNIS 1, 101 in SMDR 201, 202 DID/E&M receive busy instead of camp-on 147 Digit translation nodes 210 programming 210 Digital Keysets PCDPM 133 Digital signal processor (DSP) conferencing 154 Digital Signal Processor (DSP) resources 74 Direct inward system access (DISA) 111 security codes 111 Direct Station Selection/Busy Lamp Field (DSS/BLF) Unit 73 attendants 88 key maps 73 LEDs 73, 115 reverse transfer 116 transferring calls 116 using 115
Page 248 Index IINTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Directory automated attendant 206 AXXESSORY Talk 206, 208, 214 feature code 181 intercom 181 mailbox recording 226, 232 speed-dial 181 voice mail 232 Display Outside Name 102 Distributed hunt group 90 Do-not-disturb 189 call forwarding 170 messages 189 override 189, 192 programming 14 remote programming 194 Down key 58 DSS/BLF key 58 DSS/BLF Unit 73 keyset 59 DTMF sets see Single-line sets Dual circuits 70 Dual-tone multi-frequency (DTMF) signaling programming 19 E Elapsed time in seconds for SMDR 202 Emergency Calling Party Number 110 Emergency calls 110 minor alarm 110 toll restriction 107, 109 using ARS 106 Enhanced speakerphone 55 feature code 86 Envelope settings 232 Equal access toll restriction 108 Executive Keyset see also Keysets alternate menu display 57 display-oriented keys 57 FWD key 117, 171 LCD 57 speakerphone 54 Exempt from ARS 107 Expanded CO call information 101 Extension ID 206, 208, 221 Extension lists in hunt groups 90 Extension numbers 87 directory 214 programming 14 External music source 120 External music sources 74 External paging 74 F Facility groups 105Facsimile (FAX) machine 74 Fax e-mail message format 240 Fax-on-demand 3, 205, 212 audiotex recordings 210 importing documents 34 nodes 210 FCC regulations xi Feature codes 79 directory 181 general 80 trunk access 79 Feature keys 58, 78 feature codes 86 initialized values 61 keysets 59 programmable 117 Features access to 47, 78 feature codes and keys 79 Forced account codes 141 entering 136 validated 141 Forward (FWD) key 58, 59 Executive Keyset 117, 171 programming 171 Forwarding see Call forwarding or System Forwarding Forwarding path 164 Forwarding point 164 Freeze zones 30 Freeze/unfreeze 30 G Group call pick-up 153 Group lists 3, 33, 222 sending messages 230 H Handsfree enable/disable 123 network calls 123 Handsfree announce system forward 149, 166 Hardware 53 Headsets connect tone 65 enable/disable 86 Hold alternate hold timer 144 consultation 144, 145 feature codes 86 individual 144 recall 144, 145 system 144 Hookflash 78, 197 Hot keypad keys 78 House phone 184 programming 10 House phone mode 184 Hunt group key 58, 59
Page 249 Index INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Hunt groups 90 see also UCD hunt groups and ACD hunt groups 90 all-ring 90 as alternate message source 92 as attendants 88 as message center 92 average wait time 95 call circulation 90 call forwarding 91 camp on 91 capacity 90 DISA calls 111 distributed 90 do-not-disturb 189 extension numbers 87 linear 90 pilot number 90 queue position 95 remove/replace 92 ring in 91 station lists 90 system forwarding point 166 using extension lists 90 Hybrid balance programming 19 I IC key 58, 59 Individual hold 144 Individual trunk keys 58, 59 Initializing mailboxes 226 Inside Track 74 Integrated services digital network (ISDN) 1 Intercom calls 123 automatic answer 119 callback (queue) 127, 128 camp on 127 messages 47, 129 off-hook voice announce 133 placing calls 125 private 123 receiving calls 124 Intercom number display 113 Inter-station messages 47, 129 alternate message source 132 answering 131 canceling message you sent 130 canceling waiting message 132 indications 129 mailboxes 129 silent 130 viewing 131 Inter-Tel AIM Keyset 8-line dual circuits 70 J Japanese prompts and displays 7, 8, 9, 14, 15, 26, 121, 174, 190, 198, 210, 241 K Key maps 58 DSS/BLF Unit 73 Key Service Unit (KSU) 53 Keymap switching 118 Keysets 54 8-line AIM 70 all transient displays 114 alternate menu display 57 alternate transient display timer 115 automatic answer 119 caller information 101, 102 circuit number display 58 DSS/BLF key 59, 115 LEDs 115 hot dial pad 78 key maps 58 LCD 57 LEDs 64, 65 optional equipment data device 67 data port module 66 headsets 65 loud ringing adapter 66 MDPM 66 PCDPM 66 PCDPM bit rate 67 ring tone selection 114 secondary extension keys 62 SPCL key 78 speakerphone 54 user-programmable keys 117 volume controls 66 L Lamp Option Card (LOC) 72 Language 7, 8, 9, 14, 15, 26, 121, 174, 190, 198, 210, 241 Last number dialed/saved 186 Light-emitting diode (LED) indicators 53 Light-emitting diodes (LEDs) DSS/BLF keys 73, 115 keyset 64 red/green 65 Limited Warranty xvi Linear hunt group 90 Liquid crystal display (LCD) 57, 58 Longest idle search 97 Loop start trunks connected to paging 188
Page 250 Index IINTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 M Mailboxes 221 access 226 associated/non-associated 223 dial-0 destination 222 directory 214, 232 names 214, 226 envelope settings 232 initialization 226 message indications 129 message notification station 223 operator destination 222 passwords 221, 232 personal greeting 232 personal options 232 receive only 221 remote messaging 221 standard 221 system administrator 3, 33, 221 Major alarms 3, 28 Message center 129 forwarding to 172 hunt group as 92 Message lamps single-line sets 72 Message notification 223 multiple mailboxes 223 Message notification station 223 Message notification/retrieval 220 Messages alternate message source 132 inter-station 47, 129 answering 131 canceling 130 canceling message you sent 130 canceling waiting message 132 indications 129 mailboxes 129 viewing 131 reminder 198 voice mail 227, 230, 235 Microphone mute 86, 146 Microsoft Outlook/Exchange 237 Minor alarms 3, 28 Modem Data Port Module (MDPM) 66 see also PC Data Port Module (PCDPM) or Data Port Module (DPM) extension numbers 87 MSG key 129 Multilingual capability 7, 8, 9, 14, 15, 26, 121, 174, 190, 198, 210, 241 Music-on-hold 74, 120 background music 120 music source 120 network 120 MUTE key 146 N Network 1, 53 account codes 142 agent help extension 161 alarms 28 ARS 107 call cost 200 call forward 170 camp on 127, 140 conference calls 154 do-not-disturb 189 freeze/unfreeze history 30 handsfree calls 123 house phone 184 messages 129 music on hold 120 night mode 111 Record-A-Call 159 reminder messages do-not-disturb 198 remote feature programming 193 reverse transfer 153 ring in 104 setting time 3, 7 speed dialing 174 synchronizing clocks 3, 8 New messages 227 Next key 58 Night mode 3, 6, 111 network 3, 6, 111 Night transfer 75 Nodes 3, 205, 210 alarms 28 number on keyset display 58 primary attendant 88 O OAI see System OAI Off-hook voice announce (OHVA) 133 blocking 133 using the MUTE key 133, 146 Office codes allowed/denied 108 Off-node device DSS/BLF keys 73 Off-premises extension (OPX) 72 Off-premises stations 74 On-hook dialing/monitoring 139 Open Architecture Interface (OAI) 70 Operator destination AXXESSORY Talk 206, 220 mailbox 222 Optional account codes 142 Optional equipment station data device 67 data port module 66 headsets 65 MDPM 66 PCDPM 66