Lucent Technologies Definity Audix System Administration Instructions Manual

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
May 1999
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This utility searc hes auto attend ant menus to verify that eac h mentioned  auto attend ant 
mailb ox exists and  that the nec essary personal g reeting (s) have b een rec ord ed. The 
program keep s testing  nested  mailboxes until they have all b een tested . As it works, it 
disp lays the results of the searc h. The information you enter on this sc reen determines how 
this rep ort is to be limited  and  how it is to b e p resented . Disp layed  on the sc reen are the 
following  fields:
nStart From Called  Party ID in Routing  Tab le? Enter y in this field  to make the p rog ram 
start its searc h at the Inc oming  Called  Numb er in the routing  tab le. If this were so, 
for examp le, and  if you sp ec ified  extension 802 in the next field , then (referring  to 
the examp le shown in Fig ure 9-3 on p ag e 9-15) mailboxes 9003, 9004, 9005, and  
the mailb ox in holid ay sc hed ule hol1 would all b e tested .
If you enter n, the rep ort first tests the mailb ox numb er sp ec ified  und er 
Starting  Point and  then tests the mailb oxes that are set out in the menu 
that ap p lies to the sp ec ified  mailb ox (see c hang e subsc rib er, sc reen 3 on 
page 9-12 of this c hap ter).
nStarting  Point: Enter the number of the mailb ox or Inc oming Called  Numb er that is to 
b e tested . Leave the field  b lank to test all attendant mailboxes (or all mailboxes in 
the routing  table, if you left y in the first field).
nRep ort Typ e (full/errors): Enter f (or full) in this field  to have the p rog ram d isp lay not 
only errors b ut eac h c omponent element of eac h mailb ox as well.
Enter e (or errors) in this field  to have the p rogram id entify only flawed  
mailboxes and the errors discovered by the program.
Automated Attendant Examples
The examples on the following pages describe some of the applications for the 
Automated  Attend ant feature. Use these examp les as mod els when d efining  your 
own automated  attend ants. 
Setting Up a Main Attendant
A main attend ant is an attend ant that c an b e reac hed  d irec tly b y c allers who d ial 
its extension numb er. This attend ant c an answer your c omp any’s main p hone, or 
it c an answer a d ep artment’s main phone. It must b e assoc iated  with an 
extension that is ad ministered  on the switc h. The automated  attend ant in the 
examp le shown in Fi g u re  9 - 1, Auto-Attend -Routing Business-Sc hed ule, is set up  to 
answer the c omp any’s main p hone. It offers c allers the op tion of transferring  to 
the sales, ac c ounting , or p ersonnel d ep artments b y p ressing  a numb er or d ialing  
any internal extension that b eg ins with 5, or transferring  to a rec ep tionist. If the 
c aller does not resp ond within five sec ond s, the c all is transferred  automatic ally 
to the rec ep tionist. If the c aller c hooses to transfer to ac c ounting  or p ersonnel, 
the c aller will immed iately hear the c all answer g reeting  ac tive for the mailb ox 
assoc iated  with extension 5600 rather than being transferred  throug h the switc h 
(bec ause of the “ c all-answer”  treatment). Finally, to rep eat this menu, c allers c an 
press .
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							DEFINITY AUDIX System Administration  585-300-507  Issue 7
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Switc h administration d etermines the c irc umstanc es for routing c alls to the main 
attend ant’s extension. For examp le, the switc h c ould  b e ad ministered  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 p eriods when the 
volume of inc oming traffic  overwhelms the c all-answering resourc es (the latter 
c an b e d one only throug h vec toring  availab le on some Luc ent switc hes). 
NOTE:
If the automated  attend ant is multiling ual, the g reeting  must offer the c aller 
the op tion of p ressing  *1 to switc h to the sec ond ary lang uag e. This option 
should  b e sp oken in the sec ond ary lang uag e. 
Figure 9-4. Example Main Attendant Subscriber Screen 
						

							DEFINITY AUDIX System Administration  585-300-507  Issue 7
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Setting Up Nested Attendants
A nested  attend ant is an attend ant that is invoked by another attend ant. The 
nested  attend ant also may b e a main attend ant; that is, the extension c an b e 
reac hed direc tly b y internal and  external c allers who d ial the extension number 
directly. 
For examp le, c allers who d ial the ac c ounting  d epartment’s extension d irec tly 
c ould  hear voic e options from a main attend ant for that d epartment, as c ould  
c allers who transferred  to the ac c ounting  d ep artment by p ressing  2 at the main 
menu in the examp le shown in Fig ure 9-1 on p ag e 9-13. The ac c ounting  
d ep artment’s attend ant is said to b e nested  b eneath the c omp any’s main menu. 
Ad d itional menus c ould  b e nested  beneath the ac c ounting  d ep artment’s 
attend ant, suc h as for transferring  to the p ayroll d esk or ac c ounts rec eivab le 
desk. 
A simp le examp le of this ap p lic ation is shown in the example b elow. In this 
examp le, p ressing    at the main menu transfers the c aller to the ac c ounting  
d ep artment’s attendant and  p ressing    at that attend ant transfers the c all to the 
p ayroll d ep artment’s extension. 
To the c aller, this nesting  is transp arent b ec ause the nested  attend ant is invoked  
immed iately b y the DEFINITY AUDIX system without transferring  the c aller 
through the switch. The caller in this example would hear the main attendant 
op tions, p ress   to transfer to ac c ounting , hear the ac c ounting  d ep artment 
attend ant op tions, and  p ress   to transfer to the p ayroll extension without the 
d elay that is assoc iated  with transferring  b ac k throug h the switc h. 
Automated  Attend ants c an offer a c hoic e of three or more lang uag es if you 
p rop erly struc ture the auto-attend ant tree. For examp le, you c an rec ord  the first 
state of a multi-state attend ant to ask the user to selec t a lang uag e from a list of 
two or more lang uag es. The lang uage c hoic e then lead s the c aller d own the 
ap p rop riate b ranc h of the auto-attend ant tree whic h has all subseq uent 
auto-attend ant g reeting s in the selec ted  lang uag e. 
Attendant Button Extension Treatment Comment
Main 2 5600 Call-answer Transfer to ac c ounting  attend ant
Acc ounting 3 5605 Transfer Transfer to p ayroll extension
2
3
2
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Setting Up Shared Extensions
Several subsc rib ers sharing  a sing le p hone (shared  extensions) req uire that the 
DEFINITY AUDIX system p rovid e a simp le method for the c alling  p arty to leave a 
messag e for the c alled extension (any of the users) or for a sp ec ific  ind ivid ual. An 
automated  attend ant c an hand le this task b y p rovid ing c allers with op tions to 
leave a messag e for the extension or any of the ind ividuals who share it. The 
attend ant extension is ad ministered  at the switc h. Non-resid ent sub sc rib er 
extensions in the DEFINITY AUDIX system (not ad ministered  at the switc h) are 
used  for eac h of the sharing  sub sc rib ers. The automated  attend ant c an transfer 
c allers d irec tly to these mailb oxes to leave messag es. 
NOTE:
Bec ause Messag e Waiting  Ind ic ators (MWIs) are assoc iated  with ind ivid ual 
telep hone sets and  not with DEFINITY AUDIX mailb oxes, the MWI for a 
shared  extension will b e ac tivated  when a new messag e is in the mailbox 
for the extension numb er that is shared , but not when new messag es are 
only in the mailboxes of the ind ivid ual users. 
In this examp le, assume that the c omp any has set up  an information d esk with a 
sing le telephone to p rovid e c allers with any nec essary information or assistanc e. 
Two p eop le answer the telep hone d uring  the d ay. They d o not have ind ivid ual 
p hones and  c an b e reac hed only throug h the information d esk. They are 
ad ministered  as DEFINITY AUDIX subsc rib ers and  are assoc iated with 
extensions in the DEFINITY AUDIX system that are not ad ministered on the 
switc h. 
Figure 9-5. Example Shared Extension Subscriber Screen 
						

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If someone c alls the information d esk and  the telep hone is not answered  or is 
b usy, the c all is routed  to the DEFINITY AUDIX system automated  attend ant. The 
automated  attend ant in this examp le p romp ts c allers to leave a messag e for the 
information d esk or for one of the ind ividuals who staff the d esk. 
If the c aller selec ts an individ ual (b utton 2 or 3 in this examp le), the c aller g oes 
d irec tly to the sub sc rib er’s DEFINITY AUDIX mailb ox to hear the ind ivid ual’s c all 
answer greeting  and  then leaves a messag e. If the c aller d oes not resp ond  to the 
automated  attend ant p romp t within five sec ond s, the DEFINITY AUDIX system 
will promp t with the system g uest p assword  g reeting  Please leave a messag e 
for 
. The voiced name in this example would be whatever name had 
b een rec ord ed  for the sub sc riber with extension 5555, p rob ably 
information d esk 
sinc e that is the name of the extension. 
NOTE:
Ac c ess the “ d isp lay system-p arameters c ustomer-options”  form. If, on the 
c ustomer-op tion form, the field  entitled  “ limit Numb er of Voic e Mail/ 
Call-Answer Mailb oxes”  is set to “ y” , then the treatment type “ g uest 
g reeting ”  may not b e used  on this auto-attend ant form.
A messag e left in the mailb ox of the information d esk extension will lig ht the 
extension’s MWI in this examp le, a messag e left in the mailbox of one of the 
sharing ind ivid uals will not. These ind ivid uals must c all into the DEFINITY AUDIX 
system to c hec k for messag es or use the Outc alling  feature. 
Setting Up Non-Resident Subscriber Extensions
Non-resid ent sub sc rib ers are b y d efinition DEFINITY AUDIX sub sc rib ers who do 
not have an extension on a switc h that is served  b y the DEFINITY AUDIX system. 
Mailb ox numb ers in the system for these sub scrib ers correspond  to DEFINITY 
AUDIX extensions that are not ad ministered  on the switc h. (The sub sc rib ers with 
extensions 8001 and  8002 in the p revious examp le are non-resid ent 
sub sc rib ers.) 
!WARNING:
Setting  up  non-resident sub sc rib ers with numb ers that beg in with trunk d ial 
ac c ess c od es c ould c ontrib ute to toll fraud . 
Take sp ec ial c are, therefore, to make sure the transfer dialplan p revents 
transfer to suc h end p oints. 
						

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Another examp le of a non-resid ent sub sc rib er is an outsid e salesman who need s 
to rec eive messag es from c lients. To ac c ommodate this typ e of user, an 
automated  attend ant c an b e set up  to move c allers d irec tly to non-resid ent 
sub sc rib er mailboxes. The c aller would  need  to know only the numb er of the 
automated  attend ant and  the non-resid ent sub sc rib er’s mailb ox numb er (or 
name if name add ressing  is used ) to leave a message. Onc e in the non-resid ent 
sub sc rib er’s mailb ox, the c aller would  hear either the system g uest g reeting  or 
the non-resid ent sub sc rib er’s c all answer g reeting , d epend ing  on the transfer 
treatment that is sp ec ified  on the Sub sc rib er
 sc reen. 
In the example shown in Fi g u re  9 -3, Auto-Attend ant-Routing Routing -Tab le, the 
extension numb er for eac h non-resident sub sc rib er is a five-d ig it numb er 
b eg inning  with 9, and  the extension numb er for the automated attend ant is 
70000. The non-resid ent sub sc rib er would  g ive c lients the number of the 
automated  attend ant to c all and  his/her own mailb ox numb er. Clients would  d ial 
70000, listen to the automated  attend ant menu, enter the non-resid ent 
sub sc rib er’s mailb ox numb er, listen to the sub sc rib er’s p ersonal g reeting , and  
leave a messag e. If the c aller d oes not b eg in entering  the mailbox numb er within 
five sec ond s, the c all would  b e transferred  to a sales c lerk.
 
Figure 9-6. Example of Subscriber Screen for Non-Resident Subscriber
If the treatment for c alls that g o d irec tly to mailb oxes was “ g uest-g reeting ”  
instead  of “ c all-answer” , c allers would  hear the system g uest g reeting  “ Please 
leave a messag e for 
” instead  of the non-resid ent sub sc rib er’s personal 
g reeting .  
						

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Name Addressing
The automated  attend ant c an b e ad ministered  to use name ad d ressing . For 
examp le, the automated attend ant c ould  g reet c allers with the following: 
“ Thank you for c alling  ABC Comp any.”
“To leave a message for one of our sales agents, please enter
his or her name starting  with the last name.”
To administer name ad d ressing , enter name in the Ad d ressing  Format field on 
p ag e 2 of the Subsc rib er sc reen. On p age 3 of the Sub sc rib er sc reen, enter “ e”  
in the extension c olumn for b uttons 2 throug h 9.  It is rec ommend ed  that a 
Timeout Treatment also b e ad ministered  on p ag e 3 of the Subsc rib er sc reen. If 
the Leng th of Timeout on Initial Entry field  is set to “ 1”  or “ 0” , c allers to the 
automated  attend ant will b e transferred  immed iately for name ad d ressing . 
Setting Up Bulletin Board Directories
An automated  attend ant may p resent multip le c hoic es for listening  to b ulletin 
b oard messag es that are set up with the information servic e Bulletin Board  
feature. Use the c all-answer treatment on the sc reen for b ulletin b oard  
extensions to route c allers direc tly into the selec ted  b ulletin b oard’s mailb ox. 
For examp le you c ould  set up  an automated  attendant with the following  op tions 
on the Sub sc rib er
 screen: 
Figure 9-7. Example Automated Attendant Subscriber Screen for Bulletin Board 
						

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In this examp le, the automated  attend ant would  p romp t the c aller to p ress the 
ap p rop riate b utton to hear a b ulletin b oard  messag e. Callers are not allowed  to 
use *T c all transfer from this attendant sinc e it is d enied  on the Sub sc rib er
 
sc reen. In ad d ition, if the c aller in this examp le d oes nothing  for five sec ond s, 
s/he is asked to leave a messag e in this attend ant’s mailb ox. 
Bulletin b oard  extensions in this examp le are DEFINITY AUDIX extensions that 
are not ad ministered  at the switc h. These extensions c an be reac hed  only b y 
d ialing  this automated  attend ant. Callers who selec t one of these extensions are 
transferred  d irec tly to the extension’s mailb ox to hear the messag e. 
Using Multiple Greetings for Automated
Attendants
The Automated  Attend ant feature c an b e q uite flexib le when used  with the 
multiple p ersonal greeting s feature. Sinc e the voic ed op tions menu is the 
p ersonal g reeting  for the automated  attend ant’s extension, administering  
p ersonal g reeting s for an automated  attend ant is the same as for any sub sc rib er. 
The multip le personal g reeting s feature allows you to sp ec ify as many as nine 
uniq ue personal g reeting s for the extension, and  to sp ec ify c irc umstanc es for 
using different g reeting s, suc h as for internal and  external c alls, b usy and  
no-answer c alls, and  out-of-hours c alls. Use the System-Parameters Features
 
sc reen to d efine the out-of-hours p eriod ; c alls mad e outsid e of p rime time as 
d efined  on that sc reen are c onsid ered  out-of-hours. If the automated  attendant 
uses the Multiling ual feature, the Multip le Personal Greeting s feature c annot also 
b e used . 
If an out-of-hours g reeting  is selec ted , it will overrid e internal/external and  
b usy/no-answer id entific ation for all c alls rec eived during  the d esig nated 
out-of-hours. Note that multip le g reeting s c an b e set up  for 
either 
internal/external or b usy/no-answer, b ut 
not for b oth internal/external and  
b usy/no-answer at the same time. Only internal, external, and out-of-hours make 
sense for most automated  attend ants. 
When used  for an automated attend ant, multip le personal g reeting s allow you to 
p rovid e not only different g reeting s, b ut to voic e d ifferent op tions for selec ted  
types of c allers.  
						

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For examp le, you c ould  d efine the following  g reeting s for the automated  
attend ant: 
1. For all external c alls, the g reeting  is: 
“ 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.”  
2. For all internal c alls, the g reeting  is: 
“ To reac h a sp ec ific  person, enter the extension.”
‘To reach sales, p ress 1.”
“To reach accounting, press 2.”
“ To reac h p ersonnel, p ress 3.”
“ To reac h Sec urity, p ress 8”
“To acc ess employee bulletin board information, press 9.”
3. For all out-of-hours c allers, the g reeting  is: 
“ Thank you for c alling  Smith and  Jones.”
“ Our normal offic e hours are 8 a.m. to 5 p .m.”
“ Mond ay throug h Frid ay.”
“To reach a specific person,
enter the mailbox number 
using your touc htone telep hone.”
“ If this is an emerg enc y, p lease p ress 8.”
This examp le allows the automated  attend ant to voic e sp ec ific  information for 
d ifferent typ es of c allers and  to exc lud e or inc lud e op tions d ep end ing  on c aller 
type. Note that all op tions listed  on the Sub sc rib er
 sc reen are still availab le to all 
c allers, they are just not listed  as op tions in the g reeting .  
						

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