Lucent Technologies Octel 100 Implementation And Service Manual

							23. Maintaining the System
Implementation and Service ManualProtecting Your System23-23
W hen these parameters are disabled, callers dialing an extension that has not been
assigned a mailbox hear, 
“ is not valid. Please redial the number of
the person you are calling.”
It is recommended that these parameters are disabled. For additional information on
these parameters, see Chapter 13, “Setting Up the System.”
Impeding Callers from Accessing the Quick Assist Maintenance
Mailbox
W hen you run Quick Assist in a recov er mode, the system can automatically assign
messages with inv alid header information to a default mailbox. This allows the system
manager to then copy the messages to the correct subscriber mailbox. The default for
this maintenance mailbox is the last mailbox number av ailable on the system. For
example, on a system with four-digit mailboxes, mailbox 9999 is used.
Since it is easier for an outside caller attempting to gain unauthorized mailbox access to
guess a mailbox number such as 9999, it is recommended that you specify a system
mailbox in which you want unattached messages to be placed. In addition, it is strongly
recommended that this mailbox be assigned a long password that cannot easily be
guessed by an outside caller attempting to access the system.
W hen you run Quick Assist in recov er mode from the Quick Assist icon in the program
folder, use the Mailbox to Receiv e Unattached Messages field on the Recov er Files
dialog box to specify a mailbox in which to place messages with inv alid header
information. W hen you run Quick Assist from the \CVR prompt or in batch mode as part
of regular system maintenance, specify this mailbox by including the -M
n parameter,
where 
n indicates the number of the mailbox to be used, in the Quick Assist command
line.
For additional information on using the -M
n command, see the topic, Running Quick
Assist as Part of Routine System Maintenance, earlier in this chapter.
Assigning Randomly Generated Passwords to System
Mailboxes
In System Setup, the system allows you to select the type of password assigned to new
system mailboxes. You can assign the same default password to all new mailboxes, not
require a password, or you can hav e the system automatically assign a random
password to each new mailbox. For security purposes, it is recommended that you use
random password assignment.
W hen you use random password assignment, the system displays the passwords
assigned to the new mailboxes when they are created.
For additional information on using randomly generated passwords, see Chapter 13,
“Setting Up the System.”
Requiring Passwords at Least One Digit Longer than Mailbox
Numbers
The longer the passwords assigned to system mailboxes, the harder it is for a caller to
guess them. The Minimum Length of Password parameter on the Subscriber tab in the
System Setup utility allows you to set the least number of digits required in a mailbox
password. It is recommended that you set this parameter at least one digit higher than 
						

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the length of the system’s mailbox numbers. For example, if the system uses four-digit
mailboxes, it is recommended that the Minimum Length of Password parameter be set to
at least 5. Remember when setting this parameter to balance system security against
ease of use for the subscribers. Setting this parameter too high may make it difficult for
system subscribers to remember their passwords.
For additional information on using this parameter, see Chapter 13, “Setting Up the
System.”
Requiring Subscribers to Regularly Change Their Passwords
Requiring subscribers to regularly change their passwords helps prev ent outside callers
from determining subscriber passwords and gaining unauthorized access to system
mailboxes. Use the Days Before Forced Password Change parameter on the Subscriber
tab in System Setup to specify the required interim before subscribers are required to
change their mailbox passwords. W hen you enable this parameter, subscribers must
change their password the first time they log into their mailboxes and each time after the
number of specified days expires before they can proceed to the main menu.
For additional information on using this parameter, see Chapter 13, “Setting Up the
System.”
Monitoring Uninitialized Mailboxes
If you disable the Days Before Forced Password Change parameter on the Subscriber
tab in System Setup, subscribers are not required to change their passwords. This can
make it easier for a caller to guess a subscriber’s password, especially if a default
password is used for all mailboxes instead of randomly assigned passwords for each
mailbox.
The Uninitialized Mailboxes report lists all mailboxes for which the password has not yet
been changed from the initially assigned password. It is recommended that you check
this report regularly to determine which subscribers hav e not yet changed their
passwords. Remind subscribers that they should change their passwords regularly to
prev ent anyone from accessing their mailboxes. If you find that many subscribers are not
changing their passwords, you can enable the Days Before Forced Password Change
parameter in the System Setup utility to require them to change their passwords.
Using Extended Password Security
Extended password security requires subscribers to press  after entering their
passwords to access their mailboxes. If subscribers do not press , the system pauses
before allowing mailbox access. The Enable Extended Password Security parameter on
the Subscriber tab in System Setup determines whether the system waits for the
subscriber to press  or allows immediate mailbox access after successful password
entry.
This parameter helps prev ent unauthorized users from determining the number of digits
in system mailbox passwords.
It is recommended that this feature be enabled. For additional information on using this
parameter, see Chapter 13, “Setting Up the System.” 
						

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Providing Notification of Unsuccessful Mailbox Login Attempts
The system can v oice notification to subscribers when one or more unsuccessful login
attempts hav e been made to their mailboxes. This feature informs subscribers that
someone may hav e attempted to gain unauthorized access to their mailboxes.
The Failed Login Notification option on the Class of Serv ice dialog box determines
whether this feature is enabled. The Failed Login Notify option on the Subscriber
Settings dialog box controls this feature by indiv idual mailbox.
W hen an unsuccessful login attempt occurs, it is recommended that the subscriber
change their mailbox password immediately and notify the system manager of the
attempted login.
It is recommended that this feature be enabled for all mailboxes. For additional
information on using this feature, see Chapter 16, “Managing System Mailboxes.”
Locking Subscriber Mailboxes After Unsuccessful Login
Attempts
The system can lock a mailbox when a caller attempting to log into the mailbox has been
disconnected after entering the incorrect password a specified number of times. A locked
mailbox prev ents 
any caller, including the subscriber, from logging into the mailbox until
the system manager manually unlocks the mailbox.
Mailbox Lock-Out Option on the Class of Serv ice dialog box determines whether this
feature is enabled. The Mailbox Lock-Out option on the Subscriber Settings dialog box
controls this feature by indiv idual mailbox. The Consecutiv e Login Failures Before
Lock-Out parameter on the Subscriber Parameters tab in System Setup determines the
number of failed login attempts allowed before the mailbox is locked, if the Mailbox
Lock-Out option is enabled for the mailbox.
It is recommended that this feature be enabled for all mailboxes. For additional
information on using the Mailbox Lock-Out feature, see Chapter 16, “Managing System
Mailboxes.”
Monitoring Failed Login Attempts
The Login Failure report prov ides a list of all unsuccessful login attempts to system
mailboxes. You should monitor this report regularly to determine if there are a lot of
failed login attempts to a particular mailbox and when the failed attempts occurred. A
high number of failed login attempts could indicate the mailbox owner requires additional
training or that an unauthorized user is attempting to gain access to the mailbox.
Having Subscribers Record Their Name Prompts
W hen subscribers record their Name prompts, those prompts are v oiced as confirmation
to callers sending messages to system mailboxes. This ensures that messages will be
sent to the correct mailboxes. If a Name prompt is not recorded for a subscriber mailbox,
only the mailbox number is v oiced to callers sending messages to that mailbox. 
						

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Deleting Unused Mailboxes Immediately
If a mailbox is no longer being used, it is recommended that you immediately delete that
mailbox from the system. This prev ents anyone from gaining unauthorized system
access through the mailbox. If a mailbox is being reassigned to a new mailbox owner, it
is strongly recommended that you delete, then re-create the mailbox.
For additional information on deleting system mailboxes, see the topic, Deleting
Mailboxes, in Chapter 16, “Managing System Mailboxes.”
Requiring Callers to Enter Passwords to Proceed in V-Trees
If V-Trees are used to distribute or collect sensitiv e information, such as pricing data or
customer data, it is strongly recommended that you use the Require Password to
Proceed to Next Lev el option. This option requires callers to a V-Tree to correctly enter a
predefined password before they are allowed to proceed in the V-Tree. You can use this
option on multiple lev els to protect indiv idual options, or you can use it on the first lev el
of the V-Tree to limit access to the entire V-Tree. This ensures that only authorized
callers can gain access to the V-Tree information.
For additional information on using the Require Password to Proceed to Next Lev el
option in V-Trees, see Chapter 17, ”W orking with V-Trees.”
Securing the System PC
It is v ery important the system PC be protected from unauthorized system management
access. Unauthorized access to the system PC could result in system setup changes,
loss of mailboxes and messages, and database corruption. The best way to prev ent
unauthorized system management access to the system PC is to store the PC in a
secure area, such as a locked room.
If you cannot store the system PC in a secure area, consider using security features of
the PC, such as passwords, to prov ide a degree of protection. See the PC
documentation for information on av ailable security features.
Before implementing security features on the PC, contact a technical support
representativ e to rev iew the security features you intend to use to ensure they will not
disrupt system performance in any way.
Utilizing Phone System Security Features
Most phone systems hav e security features that help prev ent unauthorized access to
system ports. Contact your phone system representativ e to determine what security
features are av ailable and how to implement them.
Before implementing security features on the phone system, contact a technical support
representativ e to rev iew the security features you intend to use to ensure they will not
disrupt system performance in any way. 
						

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Using Supervisor Passwords to Restrict System Management
Access
Access to system management features is password-protected. There are two lev els of
system manager passwords. Lev el 2 access allows a system manager to create, edit,
and delete mailboxes; to access reports and system statistics; to create and specify
prompts; maintain network nodes; and to create V-Trees. Lev el 3 access allows a
system manager to perform all Lev el 2 tasks, to set system parameters using the
System Setup utility, to configure greeting by port, to modify classes of service, and to
configure multilingual systems.
It is recommended that you use at least a six-digit password for both the Lev el 2 and
Lev el 3 passwords. The longer the Lev el 2 and Lev el 3 passwords, the more difficult it is
for someone to guess them. It is also recommended that the superv isor passwords be
changed on a regular basis to further protect against unauthorized system manager
access.
W hen giv ing the Lev el 2 or Lev el 3 password to system managers, keep in mind that the
more people who hav e a password, the greater the possibility for problems to occur.
There should be more than one indiv idual who knows the passwords for the system,
howev er, so when one system manager is away from the office, another is av ailable to
maintain the system.
For additional information on superv isor passwords, see Chapter 20, “Starting, Logging
Into, and Shutting Down the System.”
Using the Auto Logoff Feature to Restrict System Management
Access
The system’s Auto Logoff feature allows you to specify the maximum amount of
onscreen superv isor inactiv ity allowed before the security lev el automatically returns to
Lev el 1. This feature helps prev ent unauthorized access to system manager functions.
To set the Auto Logoff, enter the number of minutes of onscreen inactiv ity allowed
before logoff in the Logoff In__ Minutes field on the Superv isor Password dialog box.
For additional information on logging into the system, see Chapter 20, “Starting, Logging
Into, and Shutting Down the System.”
Remote Access
Use the following guidelines to secure remote access to the system:
·  The RSM client should be configured to require a password to gain access to the
system.
·  The passwords should be periodically changed. Make sure you notify the appropriate
indiv iduals or organizations each time you change the passwords.
·  The modem connected to the system should be disabled when it is not required for
use by authorized personnel. The connection should be enabled only by the system
administrator on an “as needed” basis. 
						

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Security Checklist
It is recommended that the following checklist to be used to ensure that the security measures listed
below are implemented, as appropriate, on the messaging system.
_____1. (Required) Store the messaging system PC in a secure area.
_____2. (Required - Toll Fraud) Disable the Transfer Inv alid Mailboxes During Hours and Transfer
Inv alid Mailboxes After Hours parameters on the Inv alid Mailbox tab in System Setup.
_____3. (Recommended) W hen Quick Assist is run in recov er mode from the Quick Assist icon in the
program folder, specify a Mailbox to Receiv e Unattached Messages on the  Recov er Files
dialog box.
_____4. (Recommended) W hen Quick Assist is run in recov er mode from the \CVR prompt in an
OS/2 window, or run it automatically as part of system maintenance, include the -M
n
parameter to specify a mailbox to receiv e unattached messages.
_____5. (Recommended) Use the Randomly Generated method of assigning passwords to new
mailboxes.
_____6. (Required) Set the Minimum Length of Password parameter on the Subscriber tab in System
Setup at least 1 digit higher than the number of digits system mailboxes.
_____7. (Required) Set the Days Before Forced Password Change parameter on the Subscriber tab
in System Setup to require subscribers to regularly change their mailbox passwords.
Recommended setting is a v alue from 182 to 365.
_____8. (Recommended) Regularly monitor the Uninitialized Mailbox report to determine if
subscribers hav e changed their mailboxes passwords. Remind subscribers that hav e not
initialized their mailboxes that they should change their passwords immediately to prev ent
unauthorized access to their mailboxes.
_____9. (Recommended) Activ ate the Enable Password Security parameter on the Subscriber tab in
System Setup to require subscribers to press  after they finish entering their passwords.
_____10. (Required) Enable the Failed Login Notification in subscribers’ classes of serv ice and the
Failed Login Notify option on the Subscriber Settings dialog box so the system notifies
subscribers when one or more unsuccessful login attempts are made to their mailboxes.
_____11. (Required) Set the Consecutiv e Login Failures Before Lock-Out parameter on the Subscriber
tab in System Setup to specify how many unsuccessful login attempts are allowed before
mailboxes are locked.
_____12. (Required) Enable the Mailbox Lock-Out Option in subscribers’ classes of serv ice and the
Mailbox Lock-Out option on the Subscriber Settings dialog box to lock subscriber mailboxes
after the number of unsuccessful login attempts specified in the Consecutiv e Login Failures
Before Lock-Out parameter hav e occurred.
_____13. (Recommended) Regularly monitor the Login Failure report to determine if a high number of
unsuccessful login attempts are occurring on a mailbox or if the login attempts are occurring
after business hours.
_____14. (Recommended) Require that  subscribers  record their Name prompts so that the system
v oices the mailbox owner’s name to callers sending messages to messaging system
mailboxes.
_____15. (Recommended) Use the Require Password to Proceed to Next Lev el option to secure
V-Trees that prov ide sensitiv e information such as pricing data and customer data.
_____16. (Required) Use at least 6-digit level 2 and level 3 superv isor passwords to prev ent
unauthorized system manager access.
_____17. (Recommended) W rite down lev el 2 and lev el 3 passwords and keep them in a secure place. 
						

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_____18. (Recommended) Notify the local serv ice prov ider of any changes to lev el 2 or lev el 3
superv isor passwords in case remote maintenance is required.
_____19. (Required) Contact the system representativ e to determine what security features are
av ailable for the phone system and how to implement them. Before implementing any
security features on the phone system, contact a technical support representativ e to ensure
that the features you want to implement will not disrupt messaging system performance in any
way.
_____20. (Required) Set the Auto Logoff feature to a low v alue to ensure that the messaging system
returns to security lev el 1 after a short period of inactiv ity.
_____21. (Required) All remote access logins to the system must be administered to require the use of
a secondary password.
_____22. (Required) The end-user must periodically/frequently change all secondary passwords. After
changing the secondary  passwords, the end-user should notify the appropriate support
organization(s) that the passwords hav e been changed.
_____23. (Required) The modem connection to the system should be “disabled” when it is not required
for use by authorized personnel. This connection should be enabled only by the system
administrator on an “as needed” basis. 
						

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Notes: 
						

							Implementation and Service Manual  Testing and Troubleshooting the System24-1
CHAPTER 24
Testing and Troubleshooting the System
After you install and set up the messaging system, you should test the integration with
the phone system and the software features to ensure that the entire system works
properly. The topics included in this chapter will help you to:
·  Test the messaging system to ensure that it is correctly installed and configured
·  Troubleshoot possible program problems you may encounter
·  Determine a switchs disconnect signal
·  Display the features enabled on the sentinel
·  View the PLUS.LOG file
·  Verify that the appropriate prompts are v oiced by the system under certain Call
Handling conditions
Some information prov ided in this chapter is highly technical. Your lev el of knowledge on
general telephony and the switch being used, as well as your access to tools such as
digit grabbers will dictate how effectively you can interpret some of this information. If
you hav e any questions, be sure to contact a technical support representativ e. 
						

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Implementation and Service Manual  Testing and Troubleshooting the System24-2
Testing and Troubleshooting the System
After you install and set up the messaging system and optional add-on modules at the
customer site, it is essential that you test the software to ensure that it is correctly
configured and functioning as intended. To thoroughly test the software, you must
exercise all Automated Attendant and Voice/Fax Mail features to confirm that all calls
handled by the messaging system are properly answered, routed, and messaged.
This chapter prov ides a test plan you can use to help you exercise the messaging
system features and options to confirm they are functioning appropriately. Depending on
the features used for indiv idual applications of the system, you may not need to
complete ev ery part of the test plan. For your conv enience, the test plan is separated
into two parts. The first part cov ers basic integration, system greeting, and messaging
functionality. The second part cov ers the special features av ailable on the system, such
as Call Queuing, Call Screening, and V-Trees.
If, while performing the steps outlined in this test plan, you encounter unexpected
results, refer to the System Troubleshooting Table in this chapter for information that
may help you resolv e the issue. The System Troubleshooting Table is organized
alphabetically by problem area in a format that describes possible problems and
potential resolutions.
This chapter also includes troubleshooting procedures to help you to confirm that the
messaging system is configured to recognize the appropriate switch disconnect signal
and that the sentinel attached to the messaging system permits features in question, and
to identify system errors written to the PLUS.LOG file.
If, after referring to this information, you are unable to resolv e specific issues, contact a
technical support representativ e.
Understanding Prompts Voiced Under Specific Call Handling
Conditions
The prompts v oiced and keypress options av ailable to callers when they are transferred
to a mailbox depend on the type of system integration and Call Handling settings that are
selected for the mailbox. Four tables are included in this chapter, located after the
troubleshooting table, to help you determine the prompts and options the system v oices
under v arious integrations and Call Handling conditions. You can use these tables in
conjunction with the test plan to v erify that calls are greeted with the expected prompts
under specific Call Handling conditions.
Installation Test Plan
To prepare to use the test plan:
1.  Record the personal greetings to be used for at least three test mailboxes on the
messaging system. You will place calls to and from these mailboxes during these
tests.
2.  Attach a digit grabber to the messaging system.
3.  Activ ate the Activ ate Digit Grabber (DIGRAB) parameter on the Inband Page 1 tab
in System Setup.