Lucent Technologies Definity Audix System Administration Guide

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-7 Setting Up an Automated Attendant 
9
If the c aller fails to enter any tones at an automated  attend ant menu, the 
DEFINITY AUDIX system uses the timeout treatment ad ministered  on the 
automated  attend ant Subsc rib er sc reen. The timeout treatment on the automated  
attend ant Sub sc rib er sc reen should be g reater than the Between Dig its at 
Auto-Attend ant or Stand alone Menu field  on the System-Parameters Features 
sc reen, or the automated attend ant may time out before the first d igit c an b e 
entered .
If not using a p ulse-to-tone c onverter, leave the Between Dig its at Auto-Attend ant 
or Stand alone Menu field  on the System-Parameters Features sc reen at the 
d efault of 3. Provid e a d efault treatment for c alls from rotary telep hone c allers.
Setting Up an Automated Attendant
Automated  attendants must b e set up on the switc h as well as on the DEFINITY 
AUDIX system. Verify that the automated  attend ants have b een ad ministered  
properly on the switc h. In ad dition, if (and  only if) you are using  the Disp lay Set switc h 
integ ration, the switc h-names audit  also must be run.
Perform the following  step s to define and  ad minister an automated  attend ant on 
the DEFINITY AUDIX system. 
Step 1: Defining the Attendant
Define the automated  attend ant in the same manner that you would set up  a new 
local sub sc rib er on the Sub sc rib er
 sc reen. Be sure to id entify the attendant as 
su c h  i n  t h e  PERM I SSI O N S,  Typ e  f ie ld .  
NOTE:
If you plan to use a numb er of automated  attend ants, you mig ht want to set 
up  a c lass of servic e with the PERMISSIONS, Typ e field alread y set to 
“ auto-attendant”  for use with automated  attend ants. If so, b e sure that 
existing  sub sc rib ers are not already assig ned  to that class of service. Also, 
you must run “ aud it sub sc rib er-data”  b efore c lass of servic e c hang es will 
b e effec tive for automated attend ants.  Use the Sub sc rib er sc reen to d efine the automated  attend ant. Refer to the 
DEFINITY AUDIX System Sc reens Referenc e for a c omp lete d esc rip tion of this 
sc reen. 
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-8 Setting Up an Automated Attendant 
9
Step 2: Administering the Attendant Menu
Be p rep ared  to supp ly the following  information on the Sub sc rib er sc reen. 
For the attend ant: 
nThe attend ant’s name 
nThe attend ant’s extension 
nIf     transfers are allowed      allows c allers to transfer from the 
automated  attend ant to a sp ec ific  extension by entering     , the 
extension numb er, and  p ound  sig n   (or b y entering     ,    , 
subscriber name, and pound sign   for name addressing). Generally, it is 
more effic ient to have c allers enter extension numb ers d irec tly.     is 
typic ally used  when the attend ant’s op tions req uire use of all the b uttons 
or the switc h d ial p lan p rec lud es use of the b utton that c orresp ond s to the 
first d ig it of internal extension numb ers that c ould  b e c alled  d irec tly. The 
Call Transfer Out of AUDIX feature must b e turned  on before you c an use 
 .
nThe numb er of sec ond s to wait for time-out when a c aller d oes not 
resp ond  to a p romp t  Use the Sub sc rib er sc reen to ad minister automated  attend ant menu op tions. 
Refer to the 
DEFINITY AUDIX Sc reens Referenc e for a c omp lete d esc rip tion of 
this sc reen.
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							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-9 Setting Up an Automated Attendant 
9
For eac h b utton (0 throug h 9) and  the timeout that is ac tive for the attend ant: 
nThe extension to transfer the c all to or the DEFINITY AUDIX mailb ox 
extension when the button is p ressed . 
If this b utton is the first d ig it of an extension on your switc h 
and you want 
c allers to b e able to d irec tly enter an extension, p ut “ e”  in this field . If you 
want c allers to b e able to d ial an extension d irec tly from the automated  
attend ant without using     , you c annot use any b utton whose numb er 
is the first d igit of an extension that c ould  b e c alled d irec tly. For examp le, if 
internal extensions b eg in with 5, you c annot use b utton 5 for a sep arate 
selec tion like “ To reac h ac c ounting , p ress 5.”  If you d id , c allers who 
attemp ted  to d ial sp ec ific  extensions starting  with 5 would  instead  b e 
transferred  to ac c ounting  in this example. Instead , assig n this b utton as 
extension 
e. This allows the c aller d irec t ac c ess to any extension that 
starts with the assoc iated  b utton. More than one b utton c an b e assig ned  
as 
e if nec essary. For this feature to work p rop erly, ad d ressing  must b e b y 
extension on the automated  attend ant Sub sc rib er
 screen. 
NOTE:
Pay p artic ular attention to the switc h d ial p lan when assig ning  the e 
op tion. Consid er that some extensions within the g roup  may not 
exist, may not b e assig ned , may b e assig ned  to sp ec ial features like 
hunt g roup s or vec tors, may b e assig ned  to the attend ant c onsole, 
may be assigned to a Distributed Communication System (DCS) 
nod e, or may b e assig ned  to the DEFINITY AUDIX voic e p orts. Any 
of these situations may c ause p roblems when a c aller attemp ts to 
d ial one of them. 
nA transfer treatment c od e to sp ec ify whether the c all is to transfer to the 
extension’s telep hone (“ transfer” ) or d irec tly to the extension’s mailb ox to 
p lay the sub sc rib er’s c all answer g reeting (‘c all-answer” ) or the system 
g uest g reeting  (“ g uest-g reeting ” ). If the treatment is “ c all-answer”  and  no 
p ersonal g reeting  is rec ord ed  or ac tive, the system c all answer g reeting  is 
p layed . 
nA b rief c omment desc rib ing  the button’s func tion. This is your only rec ord  
of the attendant’s button func tions and assoc iated  extension numb ers, so 
sp elling  it out now in the c omment field  may save you some time later if 
you have to mod ify the attend ant’s func tions or rerec ord  the attend ant 
menu. 
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							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-10 Setting Up an Automated Attendant 
9
Step 3: Recording the Attendant Menu
Use your touc h-tone telep hone to rec ord  the automated  attend ant menu that will 
b e sp oken to c allers. This menu is ac tually the p ersonal greeting  for the 
attend ant’s extension. If setting  up  a TTY automated  attend ant, use the TTY 
keyb oard  to type the menu where the following  instruc tions say sp eak or rec ord  
and  the touc htone telep hone keyp ad  when the instruc tions say p ress. 
In the menu, you may want to inc lud e the following : 
nA g reeting  followed  b y the menu c hoic es availab le to the c aller 
nAn instruc tion on p ressing      to transfer to a sp ec ific  extension if this 
op tion is ac tive for the attendant 
nAn instruc tion to wait if a time-out extension is administered  
nAn instruc tion on p ressing      to rep eat the menu 
NOTE:
You also c an set up  a one-b utton p ress to rep eat the menu b y p utting  the 
same attend ant’s extension in the Extension field  and  “ c all-answer”  in the 
treatment field . 
Dec id e if you will use a sing le messag e to d esc rib e all p arts of the menu or if you 
will use the multip le p ersonal greeting s feature to rec ord  a variety of messag es to 
b e p layed  for the various c all typ es. The rec ord ing  of an attend ant menu is d one 
in the same way as rec ord ing a p ersonal greeting . It is a g ood  id ea to write d own 
the menus and  g reeting  numb ers and  keep  them in this d oc ument so that you will 
have them if you need  to rerec ord them at a later time. To rec ord  an automated  
attend ant menu if the multip le p ersonal g reetings feature is 
not ac tivated , follow 
these steps: 
1. Log  in as the automated  attend ant using the extension and  p assword  (if 
any) you assig ned  on the Sub sc rib er
 sc reen. 
2. At the ac tivity menu, press   to ad minister the attend ant menu. 
3. Press   to rec ord  the attend ant menu. 
4. At the tone, sp eak the menu (or typ e if setting  up  a TDD automated  
attend ant menu), and  then p ress   to stop  the rec ord ing . 
5. Press   or   if you want to listen to the menu. 
6. Press     to d elete and rerec ord , or p ress   to ap prove. 
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							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-11 Setting Up an Automated Attendant 
9
To rec ord  an automated  attend ant menu if the Multip le Personal Greetings 
feature is ac tivated , refer to the Multip le Personal Greeting s feature in 
DEFINITY 
AUDIX System — Features Desc rip tion
, 585-300-206, and  enter the same menu 
op tions as for a sub sc rib er entering  p ersonal g reetings. If the automated  
attend ant is multiling ual and  the Call Answer Lang uag e Choic e field  is set to “ y”  
(yes) on the automated  attend ant Sub sc rib er sc reen or Class of Servic e sc reen, 
then the automated  attend ant may 
not use the Multip le Personal Greeting s 
feature. 
NOTE:
If your system should  lose any voic e messag es, p erhap s d ue to a d isk 
c rash, you must c hec k eac h of the automated  attend ant menus to ensure 
that they were not lost. It would  b e a good  id ea to write d own the text of the 
menus and keep  them tog ether as a p rec aution. If an automated  attend ant 
menu is lost, simp ly rerec ord  it. If an automated  attend ant menu is lost or 
was never rec ord ed , the DEFINITY AUDIX system makes an entry in the 
ad ministrative system log  eac h time a c aller c alls the automated  attend ant 
extension. You c an view these log s b y ac c essing  the Disp lay 
Ad ministration-Log
 sc reen. Period ic  voic e b ac kup s will preserve automated  
attend ant g reeting s and  sp eed  rec overy of automated  attend ants. Only 
b ac kups from the c urrent release of your DEFINITY AUDIX system c an b e 
restored .
Step 4: Listing Automated Attendants
After you have ad ministered an automated attend ant, list your system’s 
automated  attend ants to c onfirm your entry. Automated  attend ants are listed 
seq uentially b y asc end ing extensions on the sc reen. To start at a p artic ular 
extension, typ e the extension numb er in the Extension field .Use the List Attend ants sc reen to list automated  attendants. Refer to the 
DEFINITY AUDIX System Sc reens Referenc e for a c omp lete d esc rip tion of this 
sc reen. 
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-12 Setting Up a Call Routing Table 
9
Setting Up a Call Routing Table
DEFINITY AUDIX p rovid es a c ond itional routing  c ap ab ility. You c an use the routing  tab le 
and  its assoc iated sc reens to b ase automated  attend ant operation on as many as four 
b usiness sc hed ules and  as many as four holid ay sc hed ules.
Overview
The b usiness sc hed ule just mentioned d ivid es the 24-hour day into two parts c alled  day 
servic e and  night servic e. Calls c an b e routed to one mailb ox for d ay servic e, and  to 
another for nig ht servic e. A business may, for examp le, set d ay-servic e hours to b e the 
period when the b usiness is op en, and  it may send  c alls to a night-servic e mailb ox during 
the remaining hours.
The b usiness sc hed ule also p rovid es for 
alternate-servic e hours. This is a period of time 
that you c an d efine when c alls may b e sent to a third d estination d uring  either d ay- or 
nig ht-servic e hours. This p eriod  may b e used b y some b usinesses to p rovid e a sp ec ial 
automated attend ant to hand le c alls from other time zones d uring  the transition from d ay to 
nig ht servic e. (Another b usiness may use the p eriod  simp ly to c over an op erator during 
lunc h hour.)
The p reviously-mentioned  
holid ay sc hed ules make it p ossib le to deviate from the normal 
business sc hedule for a day at a time. You mig ht use these sc hed ules to p lay d ifferent 
greeting s and  to hand le c alls differently on holidays. There are four holid ay sc hed ules. On 
eac h of them, you c an rec ord up to 26 dates along  with the automated -attend ant mailb ox 
to b e used on eac h d ate. If you had  sep arate sc hed ules for the sales offic e and  for the 
warehouse, for examp le, you c ould  send  sales-offic e c alls to one mailb ox d uring  a sales 
c onferenc e, and  you c ould  send  warehouse c alls to another mailb ox d uring  inventory time.
The servic es just d esc rib ed  are tied  together within a 
routing table. Here is where you ap ply 
a b usiness sc hedule and  a holid ay sc hed ule to an inc oming c alled  extension number. 
Finally, you assig n mailb oxes to the numb er: one eac h for d ay, nig ht, and  alternate servic e.
Therefore, if a number is c alled  that ap p ears on the routing  tab le, the holid ay sc hedule is 
first c hec ked . If the c urrent d ate d oes not ap p ear in the holid ay sc hedule, the b usiness 
sc hedule is c hec ked . If the time of d ay is c overed  in the b usiness sc hed ule und er alternate 
servic e, the c all is sent to the alternate servic e mailb ox. If not, then depending  on the time of 
day, the c all is sent to the day- servic e mailbox or to the night-servic e mailb ox.
Setting up a Business Schedule
Here is how to fill in a business schedule (there is an overview of the process on 
page 9-12 of this c hap ter). First, ac c ess the c hang e auto-attend -routing  
b usiness-sc hed ule ad ministration sc reen. The sc reen you ac c ess will b e one of 
four suc h sc reens you c an use for sep arate sc hed ules. Conseq uently, you will 
have to g ive the ad ministration p rog ram the name or numb er of a p artic ular 
sc hed ule to ac c ess this sc reen (numbers 1 throug h 4 will ac c ess a sc reen 
anytime): 
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-13 Setting Up a Call Routing Table 
9
Figure 9-1. Auto-Attend-Routing Business-Schedule
Default hours are shown in the illustration. Set up the business sc hedules b y filling  in these 
fields:
nBusiness Sc hedule — If the d efault name of the sc hedule d oes not seem 
d esc rip tive enoug h, name the sc hed ule in this field.
nDay Servic e Hours — Hours outside of this rang e are c onsid ered  to b e nig ht 
servic e hours. (Use 24-hour notation: AM starts at 00:00, mid night: PM times are 
12:00-23:59.)
— Start Time — Enter the time at whic h d aytime op eration should b eg in.
— End time — Enter the time at whic h d aytime operation should  end .
nAlternate Servic e Hours — This is time that may be c onsidered  an exc eption to 
normal d ay servic e (lunc h time, for examp le). 
An alternate servic e p eriod must 
either fall entirely insid e of d ay servic e hours or entirely outside of day servic e hours
. 
(Use 24-hour notation: AM starts at 00:00, midnig ht: PM times are 12:00-23:59.)
— Start Time — Enter the time at whic h alternate servic e is to b eg in.
— End Time — Enter the time at whic h alternate servic e is to end . 
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-14 Setting Up a Call Routing Table 
9
Setting up a Holiday Schedule
The sec ond  step of setting  up  auto-attend ant routing  is to ac c ess a c hang e 
auto-attend -routing  holid ay-sc hedule ad ministration sc reen (there is an overview of the 
proc ess on page 9-12 of this c hap ter). The sc reen you ac c ess will b e one of four suc h 
sc reens you c an use for separate sc hed ules. Conseq uently, you will have to g ive the 
ad ministration program the name or numb er of a p artic ular sc hed ule to ac c ess this sc reen 
(numb ers 1 throug h 4 will ac c ess a sc reen anytime):
Figure 9-2. Auto-Attend-Routing Holiday-Schedule
NOTE:
Before you start to fill in the sc hedule, make sure that the auto-attend ants exist.  They 
must have b een c reated b efore you ad d  them under the 
Mailb ox column.
Set up the holiday sc hed ules by filling  in these field s:
nHoliday Sc hed ule — If the d efault name of the sc hed ule d oes not seem desc rip tive 
enoug h, name the sc hed ule in this field . Use c ap ital letters here if you intend  to use 
them in the name of this sc hedule in the future.
nHoliday Name — Enter the name of the holid ay here. (This field  is for your
referenc e. An entry in this field  is op tional.)
nDate — Enter the d ate on whic h the affec ted  inc oming  c all will b e forwarded to 
mailb ox.
nMailb ox — Enter the number to whic h the affec ted  inc oming  c all will b e forwarded .  
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-15 Setting Up a Call Routing Table 
9
Filling in the Routing Table
Having  set up  sc hed ules to suit your b usiness p urp oses, you are read y to c omplete the 
routing tab le (there is an overview of the p roc ess on p age 9-12 of this c hap ter):
Figure 9-3. Auto-Attendant-Routing Routing-Table
The routing  func tion red irec ts c alls to sp ec ified numb ers. It red irec ts them to sp ec ified 
voic e mailb ox numb ers ac c ord ing to the instruc tions given in the holid ay sc hed ules and  
the routing  table. Fill in the routing tab le as follows:
nInc oming  Called Number — Enter the numb ers to b e redirec ted . These c an b e any 
inc oming  numb ers reported to AUDIX b y the switc h. If a number ap p ears twic e in 
this c olumn, the first instanc e p revails. 802, for example, ap pears before the rang e 
802-806, and  will b e treated  sep arately p er its first ap pearanc e. 805 ap p ears after 
the range of numbers, however, so it will be treated as set out on the line assoc iated  
with the rang e.
nBusiness Sc hedule — Enter the name or numb er of the business sc hedule that is to 
d etermine how the inc oming  numb er is to be treated . The name log in is reserved . It 
ind ic ates that a direc t, external c all to the assoc iated inc oming  numb er is to b e 
allowed  AUDIX Log in servic es. That is, if you c all this extension. AUDIX will ask you 
to log  in.
nHoliday Sc hedule — Enter the name or numb er of the holid ay sc hed ule (if any) that 
is to determine whic h auto-attend ant mailb ox the inc oming  numb er is to ac c ess on 
holidays. 
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-16 Testing Your Menu Tree 
9
nMailb oxes — All mailb ox extensions must be d efined  before they are entered  in 
these c olumns.
— Day Servic e Mailb ox — Enter the number of the auto-attend ant mailb ox to 
b e ac c essed  d uring  the b usiness hours g iven in the b usiness sc hedule. 
This field must b e filled  in if the assoc iated  business sc hed ule either follows 
the (Merlin) switc h’s nig ht servic e status or spec ifies d ay servic e hours.
— Nig ht Servic e Mailb ox — Enter the numb er of the auto-attend ant mailb ox to 
b e ac c essed  d uring  the p eriod  not otherwise sp ec ified  in the b usiness 
sc hed ule.
— Alternate Servic e Mailbox — Enter the numb er of the auto-attendant 
mailb ox to b e ac c essed  during  the alternate-servic e p eriod  g iven in the 
b usiness sc hedule. This field  must b e filled  in if the assoc iated  business 
sc hedule spec ifies alternate servic e hours.
Testing Your Menu Tree
The d efinition of an automated attend ant menu is c omp lete when all of its 
sub menus are d efined  and  all the voic e promp ts inc lud ing  any announc ements 
such as attendant menus are rec orded. DEFINITY AUDIX provides a convenient 
way of testing  the struc ture of a menu so that c allers will not b e inc onvenienc ed  
b y an inc omp lete automatic -attend ant menu tree.
To ac c ess the testing  p rog ram, typ e d isp  au m (for d isp lay auto-attend -routing  
menu-tree) at the AUDIX-Ad ministration c ommand  line. A sc reen resemb ling  the 
sub sequent illustration ap p ears: