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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
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DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1577 Voice Messaging Systems 20 DEFINITY ECS supports the following systems: Other non-Lucent messaging systems may also use mode codes to work with DEFINITY ECS. I NTUITY AUDIXINTUITY AUDIX runs on a separate MAP/5, MAP/40, or MAP/100 PC. The switch communicates with I NTUITY AUDIX via analog voice ports and a data link. The switch can also communicate with I NTUITY AUDIX without the data link. In this case, the switch and I NTUITY AUDIX communicate by sending and receiving special strings of touch-tone codes (dual tone multifrequency tones) via analog voice ports. These touch-tone codes are called mode codes and carry data such as calling party ID, called party ID, and type of call. I NTUITY AUDIX allows up to 64 ports. This means up to 64 people can be simultaneously retrieving or leaving messages. I NTUITY AUDIX also supports fax and e-mail messaging. For more information, refer to I NTUITY AUDIX System Description or I NTUITY AUDIX Administration, and INTUITY Messaging Solutions Integration with System 75, Generic 1 and 3, and R5/6. DEFINITY AUDIX(Not available with Guestworks) DEFINITY AUDIX runs on a multifunction circuit pack assembly. This assembly fits into 2 contiguous slots in the DEFINITY switch. DEFINITY AUDIX communicates with the switch via analog voice ports with a data link. DEFINITY AUDIX can also communicate exclusively via analog voice ports when set up to emulate a digital phone set. DEFINITY AUDIX allows up to 16 ports. For more information, refer to DEFINITY AUDIX System Feature Descriptions, DEFINITY AUDIX System Administration, Switch Administration for DEFINITY AUDIX System, or DEFINITY AUDIX System Forms Reference. Octel SerenadeOctel Serenade is a voice messaging system that supports DEFINITY systems via QSIG signaling protocols. Octel 100 Octel 100 runs on personal computer running the OS2 operating system.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1578 Voice Messaging Systems 20 Centralized Voice Mail You can use a single voice mail system to support multiple DEFINITY systems in a DCS network. In addition, you can use a voice mail system to support multiple DEFINITY systems and Merlin Legend in a network via mode code. For more information, see Appendix B in DEFINITY ECS R8.2 Administration for Network Connectivity. Security Measures !SECURITY ALERT: Fraudulent long-distance calls can be placed through I NTUITY AUDIX, DEFINITY AUDIX, and AUDIX R1 if proper security precautions are not implemented. The following actions help secure your system from unauthorized use. nFor INTUITY AUDIX, DEFINITY AUDIX, and AUDIX R1 — Remove any unused or unassigned mail to help prevent exchange of information through unassigned Voice Mail. — Secure system lines that serve AUDIX and control where calls can be placed. — Assign a restrictive Class of Restriction (COR), Class of Service (COS), and Facilities Restriction Level (FRL) to the station lines and trunks serving AUDIX. — Use switch Call Detail Recording (CDR) reports to determine if the lines are being used for calls that are normally not within your sphere of business. — Change default passwords on voice mailboxes immediately after installation and use random numbers for passwords. — Require passwords with at least 5 digits. — Change system administration passwords to alphanumeric codes. —I NTUITY AUDIX, AUDIX R1, and DEFINITY AUDIX provide a maintenance/administration port. A remote port security device provides an added layer of security to prevent unauthorized access to this port. nFor INTUITY AUDIX and DEFINITY AUDIX — Determine whether to only allow transfers to other AUDIX subscribers or to any extension of the correct length. The most secure approach is to only allow transfers to other AUDIX
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1579 Voice Messaging Systems 20 subscribers. If you decide to allow transfers to any extension, administer the COR on the AUDIX ports to prevent calls outside the PBX or immediate Distributed Communications System (DCS) site network. nFor AUDIX only — Activate Enhanced Call Transfer (ECT) to help prevent having billable calls placed from unauthorized transfers outside of the system. ECT performs call transfer over the data link between AUDIX and the DEFINITY ECS. (The destination extensions must be administered on the switch dial plan.) Interactions nAttendant Conference An attendant who has split a call can conference the call with AUDIX by dialing the Transfer Into AUDIX access code. The attendant presses Release to drop out of the conference call. nAutomatic Call Distribution (external AUDIX only) You can administer a hunt group as an AUDIX ACD split. You can then obtain AUDIX traffic measurements with the ACD Call Management System. Login occurs when AUDIX signals the switch to make a voice port available for AUDIX service. Logout occurs when AUDIX signals the switch to disable the port. AUDIX and ACD CMS must be connected to the same switch. If AUDIX in the DCS feature is active, a CMS located on a switch other than the host switch (AUDIX location) does not provide measurements for the AUDIX ports. Because AUDIX frequently takes voice ports in and out of service for maintenance testing, high login activity may be seen for the AUDIX split in the measurement reports. On CMS reports that display an agent’s login ID, AUDIX voice ports always show a login ID that is the same as the extension, even if you have not administered login IDs on the switch. nCall Coverage When a coverage call successfully completes to AUDIX or routes from a remote switch to the host switch because of coverage, the principal is dropped from the call (no temporary bridge appearance is maintained). Coverage calls from a remote switch that fail to reach AUDIX as a coverage point cannot be returned to the original coverage path on the remote switch.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1580 Voice Messaging Systems 20 nCall Forwarding An AUDIX user can forward calls to a remote AUDIX hunt group or to the host AUDIX hunt group. You must correctly administer the AUDIX destination for the remote AUDIX hunt group. nCall Monitoring Call Monitoring allows users to pick up the handset after the call goes to AUDIX to listen to the message being left by the caller. This allows the user to determine whether they want to talk to the caller or let them complete their message. nCall Transfer A call transfer out of AUDIX can be to a UDP extension. If the UDP extension is on a remote switch, the call is treated as a direct call. Additional trunks are used for calls transferred between DCS nodes. Calls may be transferred into AUDIX by users handling redirected calls for principals who are AUDIX subscribers. nClass of Restriction A high FRL assigned in the COR allows callers to transfer to long-distance numbers. To prevent toll fraud, assign a low FRL to the AUDIX system ports. nDCS — Leave Word Calling (external only) In a DCS network, the called party may be on a different switch than the calling party. If the DCS link is down, attempts to store Leave Word Cancel messages are denied and intercept tone is returned. LWC requests are always denied for principals with AUDIX LWC; in some instances, the request to cancel LWC may appear to be active when it actually is not. When the local switch communicates with I NTUITY AUDIX via mode codes, I NTUITY AUDIX cannot support remote DCS switches. nFacility Test Call Unauthorized calls can be placed using the facility test-call access code. To prevent toll fraud, remove the facility test call access code. nLeave Word Calling You can have a principal’s LWC messages kept by AUDIX. The principal can retrieve a message by calling AUDIX. The principal cannot retrieve the message using other retrieval methods, but is notified of its existence by AUDIX.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1581 Voice Messaging Systems 20 For other messaging services, you can have AUDIX report the existence of waiting LWC messages for the principal, but not the message content. The principal can retrieve the message using other retrieval methods, but is still notified of the existence of AUDIX messages. If the data link between the system and AUDIX is down, attempts to activate LWC for an AUDIX-covered principal are denied and reorder tone is returned. If a caller attempts to cancel a LWC message sent to AUDIX, the caller receives intercept tone if the called party is on the same switch. The caller receives confirmation tone if the called party is on another switch in the DCS network as long as the DCS data link to the called party’s switch is operational, even though the message is not actually canceled. When the local switch communicates with I NTUITY AUDIX via mode codes, I NTUITY AUDIX does not accept or store LWC messages in user mailboxes. nRingback Queueing Ringback Queueing does not apply to AUDIX calls. On direct calls to a remote AUDIX, if all trunks to the host AUDIX are busy, busy tone is returned. On coverage calls, if all trunks are busy, AUDIX is treated as a busy coverage point. If there are coverage points after AUDIX, then the call terminates at those points. nSingle-Digit Dialing and Mixed-Station Numbering AUDIX is designed for use with a Uniform Dial Plan. It supports only one extension length (3-, 4-, or 5-digit) that is used by AUDIX subscribers. Single-Digit and Mixed Station Numbering cannot be used. However, nothing prohibits connecting a switch to AUDIX that provides these features, as long as all AUDIX subscribers have the same extension length. nTemporary Bridged Appearance Stations that normally have a temporary bridged appearance with their coverage point do not have that appearance if the coverage point is AUDIX. Related topics Refer to ‘‘ Audible Message Waiting’’ on page 1152 for information about letting users know they have messages. Refer to ‘‘ Voice Message Retrieval’’ on page 1573 for information about retrieving messages. Refer to I NTUITY Integration with System 75 and DEFINITY Communications System for the procedures on how to administer the switch for voice messaging for Intuity AUDIX.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1582 Whisper paging 20 Refer to Switch Administration for the DEFINITY AUDIX System for the procedures on how to administer the switch for voice messaging for DEFINITY AUDIX. Refer to Switch Administration for AUDIX Voice Messaging for the procedures on how to administer the switch for voice messaging for AUDIX R1. Refer to ‘‘ Data modules’’ on page 558 for information about and field descriptions on the Data Modules screen. Complete this screen (for one AUDIX link) to administer the switch for voice messaging. Refer to ‘‘ Packet Gateway Board’’ on page 846 for information about and field descriptions on the Packet Gateway Board screen. Complete all fields on this screen to administer the switch for voice messaging. Refer to ‘‘ Mode Code Related System Parameters’’ on page 813 for information about and field descriptions on the Mode Code Related System Parameters screen. Complete all fields on this screen to administer the switch for voice messaging. Refer to ‘‘ Hunt Group’’ on page 696 for information about and field descriptions on the Hunt Group screen. Complete all fields (as required) on this screen to administer the switch for voice messaging. Refer to ‘‘ Class of Service’’ on page 532 for information about and field descriptions on the Class of Service screen. Complete the Call Fwd-All Calls field on this screen to administer the switch for voice messaging. Refer to ‘‘ Coverage Path’’ on page 551 for information about and field descriptions on the Coverage Path screen. Complete all fields on this screen to administer the switch for voice messaging. Refer to ‘‘ Trunk Group’’ on page 967 for information about and field descriptions on the Trunk Group screen. Complete all fields on this screen to administer voice messaging for a DCS configuration. Whisper paging Whisper paging allows one user to interrupt or “barge in” on another user’s call and make an announcement. The paging user dials a feature access code or presses a feature button, then dials the extension they want to call. Only the person on the paged extension can hear the page: other parties on the call cannot hear it, and the person making the page cannot hear anyone on the call. If the paged user has a display phone, he or she can see who is making the whisper page.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1583 Whisper paging 20 For example, let’s say users A and B are on a call. C has an urgent message for A and makes a whisper page. All 3 users hear the tone that signals the page, but only A hears the page itself. The person making the page, C, cannot hear A or B. Brief description Allowing users to make whisper pages To make a whisper page users dial a feature access code or press a feature button, then dial the extension of the user they are trying to reach. nTo assign a feature access code, enter a code in the Whisper Page Activation Access Code field on the Feature Access Code screen. nTo give users a feature button for making a whisper page, use the Station screen and administer a Whisper Page Activation button on users’ phones. Allowing users to answer whisper pages quickly To give users a feature button for answering a whisper page, use the Station screen and administer an Answerback button on users’ phones. NOTE: You cannot administer an Answerback button on an attendant console. Attendants can make whisper pages but cannot receive them. Normally, before a paged user can answer a whisper page he or she must complete the active call or put it on hold. However, you can give users the ability to put an active call on hold and speak directly to the person making a whisper page simply by pushing a feature button. Once the Answerback button is pressed, the user can treat both the paging call and the original call as separate calls and all call-related features (conference, transfer, etc.) operate normally. Allowing users to block whisper pages To give users a feature button to block incoming whisper pages, use the Station screen and administer a Whisper Page Off button on users’ phones. Administer this function on a feature button with a lamp so that users can tell whether or not blocking is active. Users can activate blocking even when they’re on a call. NOTE: You cannot administer a Whisper Page Off button on a soft key.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1584 Whisper paging 20 Two features, Do Not Disturb and Privacy — Attendant Lockout, also block incoming whisper pages. Call redirection overrides If a paged user is not on an active call, a whisper page is converted to a priority call that overrides any of the following call redirection features: nCall Forward All Calls nCall Forward Busy nCall Forward Don’t Answer nSend All Calls nGo To Cover nCall Coverage For example, let’s say Call Forwarding — All Calls is activated on a phone. If there are no active calls, a whisper page to that phone will ring at that phone as a priority call. For information on blocking incoming whisper pages, refer to ‘‘ Allowing users to block whisper pages’’. Group answering environments Whisper paging does not work with extensions assigned to a group answering environment. You cannot place a whisper page to the main extension assigned to a hunt group, split, skill, or terminating extension group. You cannot place a whisper page to any extension that is a member of one of these groups. Network restrictions Whisper paging does not work across networks (such as Distributed Communication System networks or Electronic Tandem Networks): both the paging user and paged user must be on the same switch. Speakerphones When a call is on the speaker, an incoming whisper page is heard over the speaker too. When the group listening feature on a 6400-series phone is active, an incoming whisper page is heard on both the handset and the speaker. Interactions nAttendant Attendants cannot intrude on a whisper page. If an attendant is using intrusion to talk to a user, that user cannot receive a whisper page.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1585 Whisper paging 20 An attendant may initiate a whisper page while a call is split away using auto-manual splitting. However, they cannot use Release, Hold, or Split after the page is made. nBridged Call Appearances Whisper pages are designed to reach a specific user associated with a specific extension. — When an extension and one or more of its bridged appearances are in use, parties on the bridged appearances hear the tone that signals an incoming whisper page but only the user on the principle extension hears the announcement. Only the display on the principle extension shows the whisper page message. — When all appearances are idle or only a bridged appearance is in use, a whisper page rings the principal extension with priority ringing and the display indicates an incoming priority call. — If a user makes a whisper page on a call appearance that is a member of a bridge group, then no others users in the bridge group can connect to the call while the whisper page intrusion is active. nBusy Verification You can’t make a whisper page to an extension while it’s being busy-verified. You can’t busy-verify an extension while it’s making or receiving a whisper page. nCalling Restrictions — Origination Phones with this restriction cannot make whisper pages. nCalling Restrictions — Termination Phones with this restriction cannot receive whisper pages. nClass of Restriction (COR) A station user must have a COR that allows for station-to-station calling in order to perform Whisper Paging to a member outside of their own COR. Calling and called party restrictions also determine which extensions can make and receive whisper pages. nConference Everyone on a conference call hears the tone that signals an incoming whisper page. But only the owner of the paged extension hears the page, and only the display on that phone shows the whisper page message. If a conference call already has the maximum number of parties and trunks allowed, you cannot make a whisper page to any of the participants. Parties cannot be added to a conference call if an active whisper page is on the call.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1586 Whisper paging 20 nData Privacy — Permanent or Temporary Any station that has Data Privacy activated cannot make a whisper page. nExpert Agent Selection You can’t make a whisper page by dialing an agent’s Logical Agent ID. Pages must be made to a physical extension. nGo to Cover If you make a whisper page and then press your Go To Cover button while the page is in progress, the Go To Cover button doesn’t work. The opposite is true as well. If you activate Go to Cover and then press the whisper page activation button, you aren’t able to make a whisper page. nLast Number Dialed When you make a whisper page, it’s tracked as the last number dialed. nQSIG This feature does not operate in a QSIG environment. nRemote access You can’t make a whisper page by remote access. Both the paging party and paged party must be on the same switch or the attempt is denied. nTenant Partitioning Whisper paging is permitted across tenant partitions if the assigned classes of restriction allow for intercom calling between members of different partitions. This feature is especially useful to attendants who serve multiple partitions. NOTE: It is important for system administrators to ensure that this feature is managed appropriately in systems with tenant partitioning. Some tenants may not want other tenants to interrupt their calls. nTransfer A call cannot be transferred during an active whisper page. nVector Directory Number (VDN) You can’t make a whisper page to a VDN. Pages must be made to a physical extension. Related topics Refer to ‘‘ Paging users who are on active calls’’ on page 383 to administer whisper paging.