Lucent Technologies Definity Audix System Administration Instructions Manual

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Traffic Reports 
8-15 Interpreting the Subscriber Reports 
8
This sc reen shows the outc alling  traffic  information (whic h inc lud es outc alling , 
Messag e Delivery, and  AMIS analog  networking ), inc lud ing : 
nThe maximum numb er of p orts with an outc all, outg oing AMIS analog  
messag e, or Messag e Delivery in p rog ress at any one time 
nThe numb er of outc alls that were attemp ted  
nThe numb er of outc alls that were c omp leted  
nThe numb er of outc alls that were resc heduled b ec ause all availab le p orts 
were b usy 
Interpreting the Subscriber Reports
The Sub sc rib er Daily Traffic  and Sub sc rib er Monthly Traffic  rep orts p rovid e 
session traffic , messag es rec eived , and  messag es c reated  information for 
individ ual sub sc rib ers for up  to eig ht c onsec utive d ays or 13 c onsec utive 
months. 
Figure 8-7. Sample Subscriber Daily Session Report
AUDIX STATUS: Active  alarms: none  thresholds: none  logins: 1 
 SUBSCRIBER DAILY TRAFFIC 
 
Name: Doe, John.................... Extension: 82345..... 
Date: 071292..  Ending time: 10:18 
 
Community ID: 1. 
Mailbox Space Used: 152....... Space Allowed ~ ~: 1200...... 
Maximum Space Used: 520....... Space Guaranteed : 0......... 
 
 SESSION TRAFFIC 
CALL ANSWER VOICE MAIL 
Prime Non-Prime Prime Non-Prime 
Sessions : 2......... 0.........  2......... 0......... 
Session Usage : 190....... 0.........  806....... 0......... 
   
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							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Traffic Reports 
8-16 Interpreting the Subscriber Reports 
8
Figure 8-8. Sample Subscriber Daily Messages Received Report
Figure 8-9. Sample Subscriber Daily Messages Created Report
AUDIX STATUS: Active  alarms: none  thresholds: none  logins: 1 
 SUBSCRIBER DAILY TRAFFIC 
 
Name: Doe, John.................... Extension: 82345..... 
Date: 071292..  Ending time: 10:18 
  
VOICE MAIL MESSAGES RECEIVED Prime Non-Prime 
Local Voice Mail Messages : 15........ 0......... 
Remote Voice Mail Messages : 4......... 0......... 
Undeliverable Notifications : 0......... 0.........  
CALL ANSWER MESSAGES RECEIVED : 2......... 0.........  
   
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AUDIX STATUS: Active  alarms: none  thresholds: none  logins: 1 
 SUBSCRIBER DAILY TRAFFIC 
 
Name: Doe, John....................  Extension: 82345..... 
Date: 071292..  Ending time: 10:18
VOICE MAIL MESSAGES CREATED Prime Non-Prime 
Total Voice Mail Messages : 25........  0......... 
Broadcast Messages : 0.........  0......... 
Login Announcements : 0.........  0......... 
Priority Messages : 0.........  0......... 
Private Messages : 0.........  0......... 
 
VOICE MAIL MESSAGES SENT 
Local Voice Mail Messages : 5.........  0......... 
Remote Voice Mail Messages : 0.........  0......... 
    
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							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Traffic Reports 
8-17 Interpreting the Subscriber Reports 
8
These rep orts p rovid e information that is useful as a first step  in analyzing 
performance problems reported by individual subscribers: 
nUse session traffic  information to d etermine a sub sc rib er’s c all answer 
and  voic e mail usag e p atterns and also to d etermine if the sub sc rib er has 
enoug h mailb ox sp ac e. 
nUse messag es rec eived  information to d etermine the number of voic e mail 
and  c all answer messag es sent to the sub sc rib er and  the numb er of 
und eliverable messag es the sub scrib er has attemp ted to send  (shown as 
the numb er of und eliverab le messag e notific ations the sub sc rib er 
rec eived ). 
nUse messag es c reated  information to determine the total numb er of voic e 
mail messag es c reated by the sub sc rib er (inc lud ing  sep arate tallies for 
b roadc ast messag es, log -in announc ements, p riority messag es, and  
p rivate messag es) and  also to d etermine the numb er of loc al and remote 
messag es the sub sc rib er sent. Remote messag es inc lud e those sent to 
remote AMIS analog systems.  
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Traffic Reports 
8-18 Interpreting the Subscriber Reports 
8 
						

							Automated Attendant 
9-1 Overview 
9
DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
9
Automated Attendant
This c hapter d esc rib es how to d efine and  ad minister automated  attend ants and 
p rovid es examp les you c an mod ify to fit your p artic ular req uirements. 
Overview
The Automated  Attend ant feature allows you to set up  automatic  answering  
servic es that p rovid e c allers with a voic e menu of op tions for transferring  c alls to 
other extensions. 
For examp le, an automated  attend ant c an answer your c omp any’s p hone and  
p rompt c allers to d ial extensions d irec tly if they know the numb er or to p ress the 
ap p rop riate key on their touc htone p hones in resp onse to a voic e p rompt to 
transfer the c all. The automated  attend ant c an have as many as 10 menu 
op tions, c orresp ond ing  to the buttons 0 throug h 9 on a touc htone telep hone. 
Th i s  
main or first-level attend ant mig ht p rovid e the following  op tions: 
“ Thank you for c alling  Smith and  Jones.”
“ To transfer to a sp ec ific  extension, enter that extension.”
“To reach the sales d ep artment, p ress 1.”
“ To reac h the ac c ounting  d ep artment, p ress 2.”
“ To reac h the p ersonnel d ep artment, p ress 3.’
“ To g et further assistanc e, p ress 0 or wait.” 
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-2 Overview 
9
This examp le assumes your c omp any’s extensions d o not start with 0, 1, 2, or 3. 
The switc h must b e ad ministered for routing  c alls to the attend ant’s extension. 
For examp le, you (or the switc h ad ministrator) may ad minister the switc h to route 
all inc oming  c alls to this extension instead  of to a rec ep tionist or to route c alls to 
this extension only after normal b usiness hours or d uring  b usy period s when the 
volume of inc oming traffic  overwhelms your c all-answering  resourc es (the latter 
requires c all vectoring available on some Lucent switches). 
A main attend ant also c an b e set up  to answer extensions for d ep artments within 
your c omp any. For examp le, a c aller who d ials the ac c ounting  d ep artment’s 
extension c ould  hear the following  op tions from that d ep artment’s automated  
attend ant: 
“ This is the Ac c ounting  d epartment.”
“ To reac h Ac c ounts Payable, press 1.”
“ To reac h Ac c ounts Rec eivab le, p ress 2.”
‘To reach Payroll, press 3.”
“ To transfer to a sp ec ific  extension, enter that extension.”
“ To g et further assistanc e, p ress 0 or wait.”
Attend ants may b e 
nested b ehind  a main attend ant so that selec tion of an option 
on the main attend ant’s menu invokes a sec ond ary attend ant. For example, when 
an external c aller selec ts option 2 in the first examp le ab ove, he or she next 
c ould  hear the ac c ounting  d ep artment’s automated  attendant shown in the 
sec ond  examp le. 
You also c an set up  any numb er of levels of nested  attend ants. This is b ec ause 
attend ants that are ac c essed  only b y other attend ants c an b e assoc iated  with 
extensions in the DEFINITY AUDIX system that are not ad ministered at the 
switc h. 
You c an ad minister automated  attend ants to transfer c alls d irec tly into an 
extension’s DEFINITY AUDIX mailb ox without g oing  b ac k throug h the switc h as 
in a normal transfer to an extension’s telep hone. This p rovid es a mec hanism for 
using automated  attend ants to ac c ommod ate unusual situations suc h as 
c ollec ting  messag es for ind ivid uals who share an extension or for non-resid ent 
sub sc rib ers who d o not have an extension ad ministered  on the switc h.
For examp le, if the p ayroll d ep artment shares a sing le extension, a c aller who 
selec ted  option 3 to reac h the p ayroll d ep artment in the p revious examp le c ould  
g et the following  op tions from an automated  attend ant if the telephone is not 
answered  or the extension is b usy:
“ This is Payroll. No one is available rig ht now.”
“To leave a message for Bill Smith, press 1.”
“ To leave a messag e for Mary Jones, p ress 2.”
“To leave a message for John Doe, press 3.” 
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-3 Multilingual Automated Attendants 
9
You would  ad minister eac h of the extension’s users as a DEFINITY AUDIX user 
and  assoc iate eac h with a d ifferent DEFINITY AUDIX extension that is not 
ad ministered  on the switc h. Callers who press the b utton assoc iated  with an 
individ ual then g o d irec tly to that ind ividual’s DEFINITY AUDIX mailb ox. 
Dep end ing  on administration, the c aller c ould  hear the DEFINITY AUDIX 
system’s g uest g reeting  or the sub sc rib er’s p ersonal greeting .
Similarly, you c ould  administer an automated  attend ant for non-resid ent 
sub sc rib ers suc h as outsid e sales p ersonnel who do not have extensions on the 
switc h b ut need  to have c lients leave messag es. In this c ase, you would  
ad minister the non-resid ent sub sc rib ers as DEFINITY AUDIX sub sc rib ers on 
extensions that d o not exist on the switc h as in the p revious examp le. Callers 
c ould  then c all the automated  attend ant’s extension, enter the sub sc rib er’s 
mailb ox numb er (the non-resident sub sc rib er extension), and  g o d irec tly to that 
mailb ox to leave a messag e. Dep ending  on ad ministration, the c aller c ould  hear 
the DEFINITY AUDIX system’s g uest g reeting  or the non-resid ent sub sc rib er’s 
c all answer g reeting .
Automated  attendants also c an serve as b ulletin board  d irec tories, allowing  you 
to use non-resid ent extensions for information servic e b ulletin b oard s and  have 
just one extension — the automated  attend ant — ad ministered  on the switc h to 
answer b ulletin b oard  c alls and  route c allers to sp ec ific  b ulletin b oard s.
Multilingual Automated Attendants
You can set up a multilingual automated attendant. The first level of an automated 
attend ant in a multiling ual environment mig ht ask the user to selec t a lang uag e. 
Sub seq uent levels imp lement the automated  attend ant in the lang uag e c hosen. 
For examp le, your c omp any op erates in a U.S. Eng lish/Canad ian Frenc h 
b iling ual environment and  need s an automated  attend ant to red irec t c alls to the 
ap p rop riate extension (p ossib ly b ec ause Direc t Inward Dialing  is not availab le on 
the switc h). 
1. The rec ording for the 
main or first-level automated  attend ant is in U.S. 
Eng lish for this examp le. 
“ Hello, this is ABC Company.”  
“ Pour Franc ais, ap puyez sur le 1.”  
“ To talk to a sales ag ent, p lease p ress 2.”  
“For billing problems, please press 3.” 
“ If you know the number of the p erson you wish to reac h, p lease enter it.”  
“ Or you may wait for an op erator to help  you.”   
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-4 Multilingual Automated Attendants 
9
2. The user p resses 1. The rec ord ing  for the sec ond -level automated  
attend ant is in Canad ian Frenc h. 
(In Canad ian Frenc h) 
“ To talk to a sales ag ent, p lease p ress 2.”  
“For billing problems, please press 3.” 
“ If you know the number of the p erson you wish to reac h, p lease enter it.”  
“ Or you may wait for an op erator to help  you.”  
(If the user enters *H for help , Canad ian Frenc h p romp ts are used  if the 
p rimary announc ement set is Canad ian Frenc h.) 
3. The c aller enters extension numb er 432. 
(IN Canad ian Frenc h) 
“ Please wait.”
4. The c all is transferred  to extension 432. If the c all c overs to the DEFINITY 
AUDIX system, c all treatment will b e as d esc rib ed  ab ove in the c all 
answer sc enario. 
You also c an use the Multip le Personal Greetings feature to c ustomize an 
automated  attend ant’s sp oken menu (whic h is ac tually the extension’s personal 
g reeting ) for different c all typ es, suc h as for out-of-hours c alls and  
internal/external c alls. This c ustomization c ould  b e c osmetic , suc h as a formal or 
informal personal g reeting  dep end ing  on whether the c all is external or internal, 
or it c ould  voic e a d ifferent set of op tions, suc h as offering  a restric ted menu of 
choices to out-of-hours c allers. 
The method  d esc rib ed  ab ove merely c hang es the 
description of availab le 
op tions to suit the c irc umstanc es of the c all. The availab le op tions themselves 
remain the same. Conseq uently, you may c onsid er using  the 
c all routing  tab le to 
send  a c all to one of several sep arate automated  attendants d ep end ing  on the 
type of c all. This method  makes it p ossib le to offer various op tions as well as 
various menus.
You c an rec ord  as many lang uag es within the Automated  Attend ant as need ed . 
Sinc e you rec ord  the Automated  Attend ant menu, an Automated  Attend ant is not 
limited  to two lang uag es. If you have the Multiling ual feature set to ON, 
Automated  Attend ants c an use the Multiple Personal Greeting s feature as long  
as the Call Answer Lang uag e Choic e field  is set to “ n” . If you set the Call Answer 
Lang uag e Choic e field  to “ y” , the first menu in the automated  attendant should  
b e one where the c aller c hooses a lang uag e (suc h as p ress 1 for Eng lish or 
p ress 2 for Frenc h Canad ian); then you c an set up sep arate menu trees for eac h 
lang uag e. 
These are just a few of the useful ap p lic ations for the automated  attend ant 
feature that are d esc rib ed  in this c hap ter. As you will see, this feature is limited  
only b y your imag ination and  your req uirements for having  c alls transferred  
without human intervention.  
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-5 How Automated Attendants Work 
9
How Automated Attendants Work
You set up  automated  attend ants as DEFINITY AUDIX sub sc rib ers on the 
Su b s c r ib e r
 sc reen. They ap pear the same as reg ular subsc rib ers exc ep t they are 
id entified  as “ auto-attend ant”  in the PERMISSIONS, Typ e field . 
If the automated  attend ant extension is to b e c alled  d irec tly, ad minister the 
attend ant’s extension at the switc h. If the attend ant will b e reac hed  only b y other 
automated  attend ants, it c an b e an extension ad ministered  in the DEFINITY 
AUDIX system b ut not on the switc h. 
The menu op tions that are voic ed  b y the automated  attend ant are ac tually the 
p ersonal g reeting  that you rec ord  for the automated  attend ant’s extension. This is 
c onvenient b ec ause you easily c an c hang e the text of the messag e just as you 
would  any p ersonal g reeting , and  you also c an use the Multip le Personal 
Greeting s feature to p rovid e different menus and  op tions for d ifferent typ es of 
c allers. You c an rec ord  the g reetings used  for the automated  attend ant in more 
than one lang uag e. If using  the Multilingual feature with the Multip le Personal 
Greeting s feature, set the Call Answer Lang uag e Choic e field  to “ n”  on the 
automated  attend ant Sub sc rib er sc reen or Class of Servic e sc reen. Sinc e you 
rec ord  the automated  attend ants, automated attend ants are not limited to only 
two lang uag es. You c ould  set up  an automated  attend ant main menu d irec ting  
callers to several languag es. For examp le: 
In English, 
“For Eng lish, p ress 1.”
In Frenc h Canad ian, 
“For French, press 2 .”
In Sp anish, 
“For Spanish, press 3 .”
Then for eac h c hoic e, rec ord  a nested  automated  attend ant in the ap p rop riate 
lang uag e. 
The ac tions eac h attend ant p erforms when sp ec ific  b uttons are p ressed  are 
sp ec ified  on the Sub sc rib er
 sc reen. Buttons are assig ned  to extensions as 
ap p rop riate and  assig ned  a treatment c od e to d etermine if the DEFINITY AUDIX 
system should  transfer the c all throug h the switc h to an extension’s telep hone 
(the usual c ase) or d irec tly into the extension’s mailb ox to leave a messag e or 
sp eak out a b ulletin b oard  messag e or another automated  attend ant menu.  
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
Automated Attendant 
9-6 Prerequisite Conditions 
9
If the c all g oes d irec tly to a sub sc rib er’s mailb ox, the treatment c od e also 
sp ec ifies whether the system g uest g reeting  or the sub sc rib er’s c all answer 
g reeting  is p layed . The system g uest g reeting  is p layed  if the treatment is 
“ g uest-g reeting ” . If the treatment is “ c all-answer” , the sub sc riber’s c all answer 
g reeting  is played  if one is rec ord ed  and  ac tive, otherwise the system c all answer 
g reeting  is p layed . 
If the c all g oes d irec tly to a sub -attend ant’s mailb ox, the treatment field  sp ec ifies 
whether to leave a messag e in the attend ant’s mailb ox (“ g uest-g reeting ” ) or p lay 
the sub -attendant’s menu (“ c all-answer” ). The latter makes nesting transp arent to 
the c aller sinc e there is no d elay b etween the ac tion selec ted  at the first 
attend ant and  the b eg inning  of the selec ted attend ant’s voic e p romp t. 
If the c all g oes d irec tly to a b ulletin board , use the c all-answer treatment to p lay 
out the b ulletin b oard ’s messag e. To leave a messag e in the b ulletin b oard ’s 
mailb ox, use the g uest-g reeting  treatment. 
Prerequisite Conditions
For the Automated  Attend ant feature to work fully, the Call Transfer Out of AUDIX 
feature must b e ac tivated . This is ac c omp lished via the System-Parameters 
Features
 s c re en. (If you enter “ none” , you c annot use the “ transfer”  treatment typ e on the 
Su b s c r i b e r
 sc reen.) 
In the DEFINITY AUDIX system, the automated  attend ant extension must b e 
red irec ted  to the DEFINITY AUDIX extension either with Call Coverag e or Call 
Forward ing  (the rec ommend ed  op tion). Calls are then sent to the attend ant 
mailb ox where the menu of op tions is heard . 
Using Rotary Phones with an 
Automated Attendant
Automated  attendants c an work with rotary telep hone users if the DEFINITY 
AUDIX system has an attac hed  p ulse-to-tone c onverter. A p ulse-to-tone 
c onverter is a small b ox outsid e the switc h b etween the switc h and  the c entral 
offic e. Set the Inp ut Time Limits Between Dig its at Auto-Attend ant or Stand alone 
Menu field  on the System-Parameters Features sc reen to b etween 3 and  12 
sec ond s (5 or 6 sec ond s is rec ommend ed ). This sets the delay in sec ond s 
b efore the DEFINITY AUDIX system times out. Determine the b est value after 
ac tual use.