Avaya Site Administration Reference 14-300610 Issue 1 June 2005
Table of Contents Using Avaya Site Administration ..................................................................................................... 1 What's New in this Release ............................................................................................................. 1 Overview of wizards ........................................................................................................................ 3 Saving changes to Avaya Site Administration properties......................
Table of Contents Starting GEDI from the Task tab ................................................................................................ 23 Starting GEDI from the Tree tab ................................................................................................. 23 Starting Terminal Emulation .......................................................................................................... 24 Disconnecting from a voice or messaging system ...........................................
Table of Contents Adding feature access codes to your R10 or earlier systems .................................................... 42 Changing feature access codes .................................................................................................... 43 Changing feature access codes for R10 and earlier systems .................................................... 43 Adding a phone and messaging subscriber ..................................................................................
Table of Contents Voice Announcement over LAN (VAL) ....................................................................................... 68 Recording announcements............................................................................................................ 69 Professional or computer recordings.......................................................................................... 69 Recording new announcements at a computer ..............................................................
Table of Contents Creating, changing, or viewing button label text............................................................................ 92 To create button labels ............................................................................................................... 92 To change button labels ............................................................................................................. 92 To view button labels ...................................................................
Table of Contents No carrier ..................................................................................................................................... 124 No dial tone.................................................................................................................................. 125 No Ports available........................................................................................................................ 125 Password has expired .................................
Table of Contents Understanding common error types ............................................................................................ 143 Error type 1 — circuit pack removed ........................................................................................ 143 Error type 18 — busied out....................................................................................................... 143 Error type 513 — equipment "missing"................................................................
Table of Contents Contacting us about training........................................................................................................ 159 For customers located in the US: ............................................................................................. 159 For customers located outside the US: .................................................................................... 159 Contacting us for documentation...................................................................
Using Avaya Site Administration What's New in this Release Avaya Site Administration Release 3.
Avaya Site Administration Reference 2 Enhanced sorting of fields in the following wizards: o Export wizard o Call Accounting wizard o Find and Replace wizard o Template wizard Support for the following new set types: o 2410 o 4601 o 4622 o 4625 o H.
Avaya Site Administration Reference Overview of wizards Avaya Site Administration offers several wizards to help simplify day-to-day voice system administration tasks. All Avaya Site Administration wizards apply to the voice system that has been selected in the Target System list on the toolbar. If you can’t find a wizard for the task you want to perform, you can access your voice system, by clicking Start GEDI or Start Emulation.
Avaya Site Administration Reference This enables you to print labels for the buttons on your phones, using a button label template that you set up beforehand. This lets you "swap stations," or move a station to the other station’s port and vice versa. Advanced This enables you to create template copies from the most common objects that you add to your voice system (like phones, hunt groups, and so on).
Avaya Site Administration Reference you can then plot that data on a graph This enables you to monitor the volume, type, and distribution of call traffic in order to measure how a voice system is performing. After the data is collected, you can then plot that data on a graph This enables you to view the maximum capacities of your system and your current level of usage. This enables you to look for redundant or unused data on your voice system.
Avaya Site Administration Reference Adding a voice system To set up Avaya Site Administration so it has the information it needs to connect to a voice system, complete the following steps: 1 From the toolbar at the top of the screen, click System. , or select File>New>Voice 2 Complete the wizard screens. If you need help with a wizard screen, click Help on that screen. 3 You can confirm that the voice system was added by clicking the Tree tab and seeing that it appears in the Tree.
Avaya Site Administration Reference Adding a Modular Messaging system This procedure describes how to configure Avaya Site Administration to connect to a Modular Messaging system. Before you can connect to a Modular Messaging system via Avaya Site Administration, you must administer the Modular Messaging system. To configure Avaya Site Administration to connect to a Modular Messaging system, complete the following steps: 1 From the toolbar at the top of the screen, click System.
Avaya Site Administration Reference Deleting a voice system or messaging system You cannot delete a folder, voice system, or messaging system if there are any tasks listed in the Schedule for that system. Be sure that you have moved any items you want to keep elsewhere before you remove folders, voice systems or messaging systems from the Tree tab. To delete a voice system or messaging system: 1 Click the Connection Status tab.
Avaya Site Administration Reference 3 Confirm that there are no tasks in the schedule that refer to the voice system or messaging system, as follows: a) Click the Schedule tab. b) In the Schedule Tab window, click the System column heading. This will group all of the tasks together by system. c) Scroll down to the system you want to delete.
Avaya Site Administration Reference Viewing or changing a system's properties 1 On the browser pane, click the Tree tab. 2 Right-click on the voice system or messaging system you want to view or change. 3 Select Properties. 4 On the System Properties screen, change any fields you want. To change the name of the voice system or messaging system that appears in Avaya Site Administration screens, type a new name in the System Name field.
Avaya Site Administration Reference Scheduling a task to run Prerequisites You can schedule tasks to run on a voice system if you set up Avaya Site Administration to log in automatically on that voice system. If you set up Avaya Site Administration to log in manually, then it will not be able to execute the tasks at the scheduled time because it does not have the login and security information it needs to access the voice system.
Avaya Site Administration Reference 4 Specify whether you want Avaya Site Administration to disconnect from the voice system when it has finished running the task. Note If you are scheduling a task that will run on the voice system and messaging system, and if both systems are using the same modem or COM port, make sure that you select "Disconnect from system.
Avaya Site Administration Reference Understanding the columns Column Description State This column tells you whether the task is waiting to run, running, or complete. Date/Time This column tells you when the task is (or was) scheduled to run. System This column tells you which system the task will occur (or has occurred) on. Type This column tells you the type of task. Name This column tells you the name you gave the task when you created it.
Avaya Site Administration Reference Using the Status pane The status pane allows you to view the status of the tasks you create in Avaya Site Administration, feedback from Communication Manager software and messaging systems, and the status of your connections to Communication Manager software and messaging systems. Controlling the Status pane To… Do this… Hide or display the browser Click on the toolbar, or select View>Status.
Avaya Site Administration Reference Using the Schedule tab The Schedule tab displays tasks that have run, are running, or are scheduled to run in the future. It also shows whether a task succeeded or failed. If the task failed, the Schedule tab displays the error message. The Schedule tab is dynamic, meaning that as a task passes through different stages of execution (such as from "Connecting" to "Running"), that change is immediately shown on this tab.
Avaya Site Administration Reference Understanding the State column 16 State Description Aborted A task is aborted if you have stopped it from running or from waiting to run by right-clicking it and selecting Abort. Blocked A task is blocked if it cannot access the voice system because another task or window (such as GEDI or the terminal emulator) is already using the connection. The task will start running when the other window or task frees the connection.
Avaya Site Administration Reference Using the Connection Status tab The Connection Status tab shows the status of connections between Avaya Site Administration and voice system and messaging systems. Note While you may have set up connections to multiple systems, the Connection Status tab shows only those connections that are currently active. If you do not see the Connection Status tab on your screen, click on the toolbar. You can move and resize the Status pane (which contains the History tab).
Avaya Site Administration Reference Using the History tab The History tab displays feedback from a system about tasks that Avaya Site Administration has run, or has attempted to run. It essentially shows a log of past occurrences (a history of events). Entries on the History tab are static; that is, as the system status changes, new entries are added to the History tab, but existing entries on the tab do not change. If you do not see the History tab on your screen, click on the toolbar.
Avaya Site Administration Reference Synchronizing the voice system and PC time There may be times when you need to adjust the time on your voice system (and voice systems in a multi-site configuration) in relation to your PC. For example: when the voice system’s built-in clock drifts over time and can not be maintained via manual setting of the clock. This is particularly useful in a multi-site Call Center configuration when the voice systems are in different time zones than your PC.
Avaya Site Administration Reference Plotting Processor Occupancy or Call Traffic data To plot processor occupancy or call traffic data on a graph: 1 In the Target System box on the toolbar, select the voice system you want to measure. 2 On the browser pane, click the Tasks tab. 3 On the Tasks tab, click Fault and Performance. 4 Click Processor Occupancy. 5 Do one of the following: If data has not been collected for the voice system yet, you will be prompted to set up the polling task.
Avaya Site Administration Reference Viewing system capacity using Avaya Site Administration The capacities of your system depend on the type of voice system you have, the software you’re using, and your contract with Avaya, if you have one. Use the System Capacity feature to view the maximum capacities of your system and your current level of usage. Remember, however, that the capacities you’ve purchased from Avaya may be lower than the maximums shown on the voice system.
Avaya Site Administration Reference 22
Administering voice systems Starting GEDI GEDI stands for Graphically Enhanced DEFINITY Interface. GEDI is an interface that you can use to administer the voice system. If there is an administration activity that you cannot do with one of Avaya Site Administration’s wizards or shortcuts, you can generally do it with GEDI. Starting GEDI from the Task tab 1 In the Target Voice System box on the toolbar, select the voice system you want to administer. 2 On the browser pane, click the Tasks tab.
Avaya Site Administration Reference Starting Terminal Emulation You can use terminal emulation (cut-thru) to administer a device that is not supported by GEDI. When you use terminal emulation, you are making changes directly to the device. Remember that open Terminal Emulation windows can delay scheduled jobs or cause them to fail. To use terminal emulation: 1 In the Tree tab, right-click the device you want to administer and select Advanced>Emulation.
Avaya Site Administration Reference Role of the administrator Your role as a system administrator is directly related to the success of your organization. When employees, vendors and customers are able to communicate quickly and easily, it helps the organization increase productivity and performance by keeping costs down and ensuring customer satisfaction.
Avaya Site Administration Reference needs. One of the best ways to maintain your knowledge is to keep printed records related to all elements of your organization's communication system and services. You should also build relationships with your telecommunication vendors. This will keep you up to date on new products and current offerings from your vendors.
Avaya Site Administration Reference Establish station templates for different types of end-users Station templates are lists of features designed to accommodate the needs of particular categories of end-users. The templates should match end-users' work tasks, and be consistent for all end-users within a given category. Such templates help you establish consistency in phone use and set-up in your organization, and save you time.
Avaya Site Administration Reference You can schedule reports so you do not have to run them every day. Here are some of the reports you may want to access: list measurements attendant (followed by group or position)—shows speed of answer and total number of calls answered during the measured hour.
Avaya Site Administration Reference Weekly administrator tasks Check system capacity levels and number of ports in service. Use the display capacity command. Archive backup tapes or flash memory cards and rotate out the tape/flash memory card for the week. Monthly administrator tasks Make a system backup. Schedule a time when you can be present for the entire backup to ensure successful completion. Store backup tapes off-site. Other tasks Here are some other important administrator tasks.
Avaya Site Administration Reference Command types Commands can be classified into types. Each command type has a purpose that you should understand. Using the wrong command type at the wrong time can cause a change in the system that you do not want. Commands that modify settings (a.k.a. translations) are used when you have decided that a setting in the system needs to be changed. These commands require all three components—Action, Object and Qualifier.
Avaya Site Administration Reference Working with end users As the system administrator, you are like a legislator with a "constituency" to satisfy. Your constituency is your end-users and your job is to support them in using your Avaya voice systems and messaging systems. With adequate support, end-users will find the phone system a powerful tool for carrying out their organizational responsibilities. In turn, the end-users have constituents to whom they must answer: the organization's clients.
Avaya Site Administration Reference Assessing end-user training needs The phone system is a critical communications device in your organization. Telephone contacts provide lasting impressions of the organization to the outside world, and allow for important internal exchanges of information. Training end-users is an important element in your organization's success and employees' job satisfaction. Before training end-users it's important to ascertain the areas in which they need support.
Avaya Site Administration Reference Preparing end-user training Advance organization and preparation are key to effective training. Adequate preparation will enhance your effectiveness as an instructor and enhance end-users' skills and satisfaction. Follow these guidelines when preparing for a training session: 1. Gather information. It is important to know your end-users and the particulars of their voice system. Thus, you should collect some data prior to the training session.
Avaya Site Administration Reference 5. Practice using the features on which you'll train end-users. Knowing their lines is but one key to actors' success; they must also be comfortable using the props that punctuate the lines. Similarly, as an instructor, you must be proficient with the Avaya products which serve as your "props." Be sure you are thoroughly familiar with the features on which you'll be training end-users. 6. Choose an appropriate training environment.
Avaya Site Administration Reference Delivering end-user training Once you have prepared for training, the next step is to conduct the training. Effective training is high interest, systematic, and appropriately paced. When conducting a training session you must consider the range of experience, skill levels, and learning styles which your students represent. Follow these proven steps for conducting a productive training session: 1. Gain the attention of the class and promote interest.
Avaya Site Administration Reference 9. Provide post-training reinforcement. Without a means of reinforcing their learning, end-users will not retain training concepts. It's important to provide handouts and job aids to which participants may refer after returning to their jobs. Wallet-size guides work well for this purpose. Ideally, these handouts should be customized to cover only the features that are on the end-users' phones.
Avaya Site Administration Reference Job aids and tip sheets can provide quick and easy training to end-users and eliminate some of the future support that they will need.
Avaya Site Administration Reference Understanding the dial plan Your dial plan tells your system how to interpret dialed digits. For example, if you dial 9 on your system to access an outside line, it is actually the dial plan that tells the system to find an external trunk when a dialed string begins with a 9. The dial plan also tells the system how many digits to expect for certain calls. For example, the dial plan may indicate that all internal extensions are 4-digit numbers that start with 1 or 2.
Avaya Site Administration Reference Miscellaneous code (misc) — these codes are used if you want to have more than one kind of code start with the same digit and be the same length. Using a misc code requires that you also define a second digit table. Refer to the Administrator’s Guide for Avaya Communication Manager Software for information about the second digit table.
Avaya Site Administration Reference Modifying your dial plan Modifying your dial plan It is easy to make changes to your dial plan. For example, let’s add a new range of dial access codes to the dial plan. We want to be able to assign both facs and tacs in the 700–799 range. 1 Open a GEDI window for the voice system you want to administer. 2 Type change dialplan analysis and press the ENTER key. The Dial Plan Analysis Table screen appears. 3 Move the cursor to the next available row.
Avaya Site Administration Reference Adding extension ranges Adding extension ranges to your dial plan You may find that as your needs grow you want a new set of extensions. Before you can assign a station to an extension, the extension must belong to a range that is defined in the dial plan. For example, let’s add a new set of extensions that start with 8 and are 6 digits long (3000–3999). To add this set of extensions to the dial plan: 1 Open a GEDI window for the voice system you want to administer.
Avaya Site Administration Reference Adding feature access codes Adding feature access codes to your dial plan Feature access codes (FAC) allow users to activate and deactivate features from their phones. As your needs change, you may want to add a new set of feature access codes for your system. Before you can assign a fac on the Feature Access Code screen, it must conform to your dial plan.
Avaya Site Administration Reference Changing feature access codes Changing feature access codes for R10 and earlier systems Feature access codes (FAC) allow users to activate and deactivate features from their phones. A user who knows the fac for a feature does not need a programmed button to use the feature. For example, if you tell your users that the fac for the Last Number Dialed is *33, then users can redial a phone number by entering the fac, rather than requiring a Last Number Dialed button.
Avaya Site Administration Reference Adding a phone and messaging subscriber Use the Add User wizard to add a new phone, add a new messaging account, or add a new phone and new messaging account, all at the same time. As an option, you can also use a GEDI window to add a new phone or use terminal emulation to add a new messaging account to the messaging system. 1 In the Target System box on the toolbar, select the voice system you want to add the new phone to. 2 On the browser pane, click the Tasks tab.
Avaya Site Administration Reference Adding new phones When you are asked to add a new phone to the phone system, what do you do first? To connect a new phone you need to do three things: find an available port wire the port to the cross-connect field or termination closet tell the telephone system what you’re doing Before you can determine which port to use for the new phone, you need to determine what type of phone you are installing, what ports are available, and where you want to install the pho
Avaya Site Administration Reference Adding feature buttons to a phone You can decide which features you want to assign to each button on a phone. The process is slightly different if you are adding buttons to a new phone (using the Add User wizard) or to an existing phone (using GEDI). Adding feature buttons to a new phone To add feature buttons to a new phone, start the Add User wizard. Then complete the following steps. 1 In the Add User wizard – Station Information screen, click Buttons.
Avaya Site Administration Reference Adding a fax or modem A fax machine or modem is set up similarly to any other station with a few important exceptions that you will need to consider. Follow these steps to add a fax or modem: 1 Open a GEDI window for the voice system you want to administer. 2 Type add station nnnn and press the ENTER key, where nnnn is the extension you want to give to the modem.
Avaya Site Administration Reference Changing a phone user's information You can make changes to an existing phone, such as change the set type, location, or assign coverage paths or feature buttons, by following this procedure. 1 Open a GEDI window for the voice system you want to administer. 2 Type change station nnnn where nnnn is the extension of the new phone. Then press the ENTER key. 3 Make changes to the GEDI screen. Remember that you can right-click on a field to see options for that field.
Avaya Site Administration Reference Using an alias Not every phone model has a unique station screen in the system. You might have to use an available model number as an "alias" for another. If you need to enter a phone type that the system does not recognize or support, use an alias. For example, you may purchase a phone model that is newer than your system. In this case, you can use an available model type that best matches the features of your new phone.
Avaya Site Administration Reference Customizing your phone This section provides recommendations for setting up or enhancing your personal phone. You need a phone that is powerful enough to allow you to use all the features you may give to other employees. You may want to add feature buttons that allow you to monitor or test the system, so that you can troubleshoot the system from your phone.
Avaya Site Administration Reference Upgrading phones If you want to change phone types for a user and do not need to change locations, you can just access the station screen for that extension and enter the new model number. Tip: This method can be used only if the new phone type matches the existing port type (such as digital phone with a digital port).
Avaya Site Administration Reference Removing a phone or subscriber Use the Remove User wizard to remove an existing phone on a voice system, to remove an existing account from a messaging system, or to remove both at the same time. 1 In the Target System box on the toolbar, select the voice system you want to remove the phone from. 2 On the browser pane, click the Tasks tab. 3 Click General. 4 Click Remove User. 5 Complete the wizard screens.
Avaya Site Administration Reference Attendant Consoles The attendant console is the main answering position for your organization. The console operator is responsible for answering incoming calls and for efficiently directing or "extending" calls to the appropriate phone. The attendant console can also allow the operator to monitor: system problems toll fraud abuse traffic patterns Attendant consoles are generally programmed for you at cutover.
Avaya Site Administration Reference Changing COR values 1 Open a GEDI window for the voice system you want to administer. 2 Type change cor n where n is the COR you want to change (for example, type change cor 3). 3 Click Send on the GEDI window. 4 Change any COR values you want to. To add a description to the COR, complete the COR description field. 5 When you are finished, do one of the following: To submit the change immediately, click Enter (F3) on the GEDI window.
Avaya Site Administration Reference Changing feature parameters You can modify the system parameters that are associated with some of the system features. For example, you can use the system parameters to allow music to play if callers are on hold or to allow trunk-to-trunk transfers on the system. Note You can find most of the system-wide parameters on the Feature-Related System Parameters screen. However, if you have DEFINITY ECS R6.3.
Avaya Site Administration Reference Creating pickup groups A pickup group is a list of phones where each member of the group can answer another member’s calls. For example, if you want everyone in the payroll department to be able to answer calls to any payroll extension (in case someone is away from their desk), create a pickup group that contains all of the payroll extensions. Members of a pickup group should be located in the same area so that they can hear when the other extensions in the group ring.
Avaya Site Administration Reference differently for internal (inside) and external (outside) calls, and you can define coverage individually for different criteria. For example, you can decide that external calls to busy phones can use the same coverage as internal calls to phones with Do Not Disturb active. To create a coverage path: 1 Open a GEDI window for the voice system you want to administer. 2 Type add coverage path next and press the ENTER key.
Avaya Site Administration Reference Setting up bridged call appearances The easiest way to set up a bridged appearance is with the DNA Add Bridged Appearance wizard. The following steps tell how to add a bridged appearance to the system using GEDI. Bridged call appearances have to be assigned to phones with double-lamp buttons, or lights. The phone types do not need to match, but as much consistency as possible is recommended for all phones in a bridged group.
Avaya Site Administration Reference 13 If the Ring field appears: If you want the bridged appearance to ring when a call arrives at the primary phone, type y. If you do not want the bridged appearance to ring, leave the default n. 14 Click the Enter button on the GEDI window to save your changes. 15 Click to close the GEDI window. To see if an extension has any bridged call appearances assigned, type list bridge and the extension, and press the ENTER key.
Avaya Site Administration Reference Adding a new area code or prefix A common task for system administrators is to configure their system to recognize new area codes or prefixes. Tip: If your local area code is changing or splitting, call the Avaya helpline and have them walk you through all the changes needed to have your system recognize the new area code.
Avaya Site Administration Reference 12 Click to close the GEDI window. To add a new prefix, follow the same directions, except use a shorter dial string (such as list ars route-chosen 2223333, where 222 is the old prefix) and a dial type of hnpa. Using ARS to restrict outgoing calls ARS allows you to block outgoing calls to specific dialed strings.
Avaya Site Administration Reference Overriding call restrictions You can use authorization codes to enable callers to override a station’s calling privileges. For example, you can give a supervisor an authorization code so they can makes calls from a phone that is usually restricted for these calls. Since each authorization code has its own COR, the system uses the COR assigned to the authorization code (and FRL assigned to the COR) to override the privileges associated with the employee’s phone.
Avaya Site Administration Reference ARS Partitioning Most companies want all their users to be able to make the same calls and follow the same route patterns. However, you may find it helpful to provide special calling permissions or restrictions to a group of users or to particular phones. ARS partitioning allows you to provide different call routing for a group of users or for specific phones.
Avaya Site Administration Reference Understanding trunks Trunks are communication lines that carry voice or data transmissions between two communications systems or central offices. There are a variety of trunk types, each with different capabilities.
Avaya Site Administration Reference Service Codes such as: Registration Number of the voice system Facility Interface Code (FIC). A FIC is a five character code (for the USA only) that provides the technical information needed to order a specific port circuit pack. These codes are dependent on the type of trunks you are ordering.
Avaya Site Administration Reference 4 Type a name to identify this trunk group in the Group Name field. 5 In the TAC field, type the code you want to use to access the new trunk group. 6 In the Direction field, indicate the call-flow direction. If you want to direct calls to a night extension, type the extension number in the Night Service field. 7 In the Comm Type field, enter the type of communication that you want the new trunk to use. 8 In the Trunk Type field, type loop start.
Avaya Site Administration Reference How do night service types interact? Let’s look at an example of how several types of night service might be used in one company.
Avaya Site Administration Reference Adding announcements You need to tell the voice system you want an announcement before you can record it on a special announcement circuit pack. You assign an extension for the announcement so the voice system can identify the announcement. This extension cannot be in use and must conform to your dial plan. Tip: Use change announcement to administer an announcement extension. See the Administrator’s Guide for Avaya Communication Manager Software for more information.
Avaya Site Administration Reference 9 Click the Enter button on the GEDI window to save your work. 10 Click to close the GEDI window. Recording announcements You can record announcements using any phone or console whose COS (class of service) provides console permissions. You can use display cos to review COS permissions. You also need the announcement feature access code for your system. Use display feature-access-codes to find the announcement access code.
Avaya Site Administration Reference Recording new announcements at a computer To record an announcement at a computer: 1 At the computer, open the application that you use to record .wav files. 2 Set the recording parameters. 3 Record the announcement by speaking into a microphone connected to the computer. 4 Play the announcement back at the computer before transferring the file to the VAL (TN2501AP) circuit pack.
Avaya Site Administration Reference Backing up your announcements Note: To back up announcements from a TN2501AP circuit pack, you need to use either FTP or VAL Manager. See the Administrator’s Guide for Avaya Communication Manager Software or your Avaya representative for more information about these tools. Make sure you back up your announcements recorded on TN750 and TN750B circuit packs. The system loses announcements stored on these circuit packs if power is shut down or the circuit pack is removed.
Avaya Site Administration Reference Setting up hunt groups Let’s set up a hunt group for an internal helpline. Before making changes to the voice system, we’ll decide: the phone number for the hunt group the number of people answering calls the way calls are answered Our dial plan allows 4-digit internal numbers that begin with 1. The number 1200 is not in use. So, we’ll set up a helpline hunt group so anyone within the company can call extension 1200 for help with a phone.
Avaya Site Administration Reference To make changes to a hunt group: 1 Open a GEDI window for the voice system you want to administer. 2 Type change hunt-group n and press the ENTER key, where n is the number of the hunt group. 3 Change the necessary fields. 4 Click the Enter button on the GEDI window to save your changes. 5 Click to close the GEDI window. Tip: Type list member hunt group to see a list of logged-in members of a hunt group by group number.
Avaya Site Administration Reference Adding hunt group announcements You can add recorded announcements to your hunt group queue. Use announcements to encourage callers to stay on the line or to provide callers with information. You can define how long a call remains in the queue before the caller hears an announcement. See recording announcements for information on how to record an announcement. Let’s add an announcement to our internal helpline.
Avaya Site Administration Reference Call distribution methods You have more call distribution choices if your company acquires ACD (Automatic Call Distribution) or EAS (Expert Agent Selection). ACD and EAS allow you to distribute calls according to the work loads and skill levels of your agents in each hunt group. You can track call handling and monitor the efficiency of your agents. When you assign ACD to a hunt group, the group is called a "split." When you assign EAS, the group is called a "skill.
Avaya Site Administration Reference What are vectors? A vector is a series of commands that you design to tell the system how to handle incoming calls. A vector can contain up to 32 steps and allows customized and personalized call routing and treatment. Use call vectoring to: play multiple announcements route calls to internal and external destinations collect and respond to dialed information Tip: The vector follows the commands in each step in order.
Avaya Site Administration Reference Writing vectors Writing vectors is easy, but we recommend that you set up and test your vectors before you use them across the system. In the steps below, we’ll write a vector to handle calls to our main number. It is the first vector so we’ll use number 1. Tip: Type list vector to see a list of existing vectors. Type list usage vector to see where each vector is used throughout the voice system.
Avaya Site Administration Reference Allowing callers to leave a message You can write a vector that allows callers to leave messages. This type of vector uses a hunt group called a messaging split. For this example, we send after-hours calls to the voice mailbox at extension 2000 and use messaging split 99. Once the vector routes a call to the mailbox, the caller hears a greeting (that was recorded with the voice mail for mailbox 2000) that tells then they can leave a message.
Avaya Site Administration Reference Deleting a step from a vector It is easy to delete a vector step and not have to retype the entire vector. For example, let’s delete vector Step 5 from vector 20: 1 Start GEDI for the voice system you want to administer. 2 Type change vector 20 and press the ENTER key. The call vector screen appears. 3 Place the cursor on the line that you want to delete. 4 Press F6 on your keyboard.
Avaya Site Administration Reference Diagnosing a vector problem If there is a problem with a vector, the voice system records the error as a vector event. Vector events occur for a number of reasons including problems with a trunk, full queue slots, or the vector reaching the maximum 1000 steps allowed. Use display events to access the Event Report screen and see the event record. Use the event record to see why the vector failed.
Avaya Site Administration Reference Using attendant reports Attendant group reports enable you to assess the quality of service provided to anyone who calls your attendant. Monitor these reports to ensure that attendant groups are adequately staffed.
Avaya Site Administration Reference Measuring call center performance Standard voice system reports on Avaya Communication Manager provide valuable data about your center’s operation. What should I measure? Focus on three things: How many calls are answered? How fast are calls answered? How cost-effective is the system? Communication Manager has three hunt group reports that give you information about agents, hunt groups, trunks, and trunk groups to help you answer these questions.
Avaya Site Administration Reference Viewing Hunt Group Measurements reports The Hunt Group Measurements report displays call data for each hunt group in your system. You can print this report for yesterday’s peak, today’s peak, or the last hour. A peak hour is the hour during which the greatest usage of agent time occurred. Use this report to determine the time of day with the most traffic or to measure traffic during the previous hour.
Avaya Site Administration Reference Planning a call center Good planning is crucial to setting up an effective call center. Before you administer any part of your call center on Communication Manager, you should have a plan that is thorough and specific.
Avaya Site Administration Reference Tip: Vectors are an optional feature. To see if your company has vectoring, use display system-parameters customer-options. To make this vector work correctly, you need to create the announcement at extension 2340 and assign a voice mailbox to extension 2000. Testing the system Before your new call center goes live, test the system to make sure it works the way you expect it to work. With agents available, call each outside number you’ve created for the call center.
Avaya Site Administration Reference Viewing system capacity The capacities of your system depend on the type of voice system you have, the software you’re using, and your contract with Avaya. Use the System Capacity screen to view the maximum capacities of your system and your current level of usage. Remember, however, that the capacities you’ve purchased from Avaya may be lower than the maximums shown on the voice system.
Avaya Site Administration Reference Selecting a Call Management System Avaya provides management systems for the call centers that need more detailed and flexible reporting. These applications are optional. Contact your Avaya representative for more information. Basic Call Management System (BCMS) BCMS runs on the voice system. With BCMS, you can print reports to a printer connected to your terminal, or schedule reports to print on the system printer.
Avaya Site Administration Reference What ACD elements do you need to monitor? work code or stroke count data, individual trunks, vectors use CentreVu CMS agents, trunk groups, splits/skills, VDNs use CentreVu CMS, BCMS Vu, BCMS, or VuStats trunk group or hunt group data only use standard voice system reports Use the following criteria to help you choose a reporting system. If the following scenarios do not describe your needs, standard voice system reports or BCMS are probably adequate.
Avaya Site Administration Reference Understanding the Button Label text template To understand the Button Label text template, it will help to open a Button Label text file and view it as you read this topic. Button Label text files have two columns: Column Name Contents Button Feature This column lists the code name for each feature that you can assign to a phone button.
Avaya Site Administration Reference Avaya Site Administration would print the following button labels: For a call-appr button on station 1000, Avaya Site Administration would print a label of 9079-1000. For an abrv-dial button with List=2 and Dialcode=123, Avaya Site Administration would print a label of AD 2 123, since "abrv-dial 2 123" does not match any of the entries.
Avaya Site Administration Reference Printing button labels 1 In the Target System box on the toolbar, select the voice system from which you want to print button labels. 2 On the browser pane, click the Tasks tab. 3 On the Tasks tab, click General. 4 Click Print Button Labels. 5 If you have not created any button labels yet, the system will ask you if you want to create a button label text file. To do so, complete the following steps: a) Click Yes.
Avaya Site Administration Reference Creating, changing, or viewing button label text Avaya Site Administration uses button label text files to decide what text to print on button labels for a given phone. By default, button label text files are stored in the Button Labels folder on the Tree tab. You can use the default button label text file without modification, or you can change it to suit your needs.
Avaya Site Administration Reference Exporting data from a voice system You can retrieve data from a voice system and save it to a file to be exported to another application, such as a spreadsheet. Note ® If you are exporting to a Microsoft Excel spreadsheet or similar spreadsheet, statistical or database application, you’ll get the best results by using commas as separators, double-quote delimiters, and to name the export file with a .csv extension when defining the format of the exported file.
Avaya Site Administration Reference Exporting unused port data You can create a file listing unused ports, and that file can be exported to another application, such as a spreadsheet program. 1 From the Unused Ports screen, click Export. 2 Specify the export settings: For this value Do this Export File View the path and name of the exported file. To change it, click and complete the browse screens to specify the path.
Avaya Site Administration Reference Importing data into a voice system You can do bulk voice system administration by importing data (in spreadsheet-like fashion) from another application into Avaya Site Administration, and then sending that data to a voice system. For example, if you are adding a large number of phones at one ® time, you might want to enter the phone data into a spreadsheet such as Microsoft Excel.
Avaya Site Administration Reference Feature-Related System Parameter fields Introduction This topic is a list of the fields that you will encounter when you administer featurerelated system parameters for a Communication Manager system. These features relate to the whole system, rather than on a station-by-station basis. Note: This screen used to contain Call Coverage and Call Forwarding parameters.
Avaya Site Administration Reference Auto hold field Auto Inspect on Send All Calls field Auto start field Aux work reason code type field BCMS/VuStats abandon call timer field BCMS/VuStats measurement interval field Bridging tone field Call Center System Parameters Call classification after answer supervision field Call Park Timeout Interval field Call pickup alerting field Call pickup on intercom calls field Call Selection Measurement field Clear VuStats shift data field Charge display update frequency fi
Avaya Site Administration Reference DID/Tie/ISDN Intercept Treatment field Direct agent announcement delay field Direct agent announcement extension field Directed call pickup field Display authorization code field Display connected name and number for ISDN DCS calls field DTMF tone feedback signal to VRU - connection field DTMF tone feedback signal to VRU - disconnection field EIA device bit rate field Emergency access redirection extension field Enforce PNT-to-PNT restrictions field Enhanced abbreviated
Avaya Site Administration Reference Music (or silence) on Transferred Trunk Calls field MWI - Number of Digits Per AUDIX Subscriber field National CPN Prefix field Network feedback during tone detection field Night service disconnect timer field Number of emergency calls allowed in attendant queue field Off-premises Tone Detect Timeout Interval field On-hook Dialing on 6400/8400 Terminals field Outpulse without tone field Pass Prefixed CPN to ASAI field Path Replacements with Measurements field Port field
Avaya Site Administration Reference Temporary bridged appearance on call pickup field Terminal translation initialization (TTI) enabled field Time before off-hook alert field Transfer Upon Hang-Up field Trunk-to-trunk transfer field TTI security code field TTI state field UCID Network Node ID Unanswered DID call timer field Unknown Numbers Considered Internal for AUDIX field Update transferred ring pattern field Upper bound field Validate BCMS/VuStats login IDs field Vector disconnect timer field Wait answ
Avaya Site Administration Reference Phone feature buttons (by feature name) Introduction This topic lists the feature buttons that you can add to multi-appearance phones, sorted by the name of the button. Restriction Depending on the phone type, you may not be able to administer some feature buttons. See the terminal type descriptions in the Administrator’s Guide for Communication Manager Software for information about your specific phone.
Avaya Site Administration Reference Busy Indication Busy Verify Button Ring Control Button View Call Appearance Call Displayed Number (Return Call) Call Forwarding All Calls Call Forwarding Busy/Don't Answer Call Park Call Pickup Call Timer Caller Information Calling Party Number (CPN) Block Calling Party Number (CPN) Unblock CDR 1 Failure Alarm CDR 2 Failure Alarm Central Office Attendant Centralized Attendant Service (CAS) Backup Mode Check In Check Out Clocked Manual Override Consult Coverage Callback C
Avaya Site Administration Reference Do Not Disturb Do Not Disturb Extension Do Not Disturb Group (Group Do Not Disturb) Drop DS1 Alarm EC500 Status Exclusion Extend Call Extension Do Not Disturb (Do Not Disturb Extension) Facility Test Call Alarm Far End Mute for Conference Flash Go to Coverage Group Do Not Disturb Group Page Halt Security Code Violation Notification (Security Code Violation Notification Halt Toggle) Headset Hunt Group Night Service Incoming Coverage Call Identification (Coverage Incoming
Avaya Site Administration Reference Manual-In Mode Multifrequency Operator International (Directory Assistance) Multifrequency Operator International (Central Office Attendant) Message Retrieval Message Waiting Activation Message Waiting Deactivation Multimedia Basic Multimedia Call Multimedia Call Forward Multimedia Data Conference Multimedia Multiple Number Multimedia PC Audio Next Night Service Activation No Answer Alert Redirection No Hold Conference Normal Mode Off-Board Alarm Page Link Alarm Indicati
Avaya Site Administration Reference Send All Calls Send All Calls to Terminating Extension Group Service Observing Signal Single Digit Automatic Call Distribution Stroke Count (Automatic Call Distribution Single Digit Stroke Count) Start Billing Station Lock Stored Number Supervisory Assistance System Printer Alarm System Reset Alert Terminating Extension Group Timer Test Call Alarm (Facility Test Call Alarm) Trunk Group Night Service Trunk ID Trunk Name Verify (Busy Verification) VDN of Origin Announcemen
Avaya Site Administration Reference Phone feature buttons (by code) Introduction This topic lists the feature buttons that you can add to multi-appearance phones, sorted by the code name of the feature button. Restriction Depending on the phone type, you may not be able to administer some feature buttons. See the terminal type descriptions in the Administrator’s Guide for Communication Manager Software for information about your specific phone.
Avaya Site Administration Reference btn-view busy-ind call-appr call-disp call-fwd call-park call-pkup call-timer callr-info cas-backup cdr1-alarm cdr2-alarm cfwd-bsyda check-in check-out clk-overid consult cov-cback cov-msg-rt cpn-blk cpn-unblk crss-alert data-ext date-time delete-msg dial-icom did-remove did-view dir-pkup directory disp-chrg disp-norm dn-dst drop ds1-alarm ec500 exclusion 107
Avaya Site Administration Reference ext-dn-dst extnd-call fe-mute flash goto-cover grp-dn-dst grp-page headset hunt-ns in-call-id inspect int-aut-an last-numb lic-error link-alarm lsvn-halt lwc-cancel lwc-lock lwc-store major-alrm man-msg-wt man-overid manual-in mct-act mct-contr mf-da-intl mf-op-intl mj/mn-alrm msg-retr mwn-act mwn-deact mm-basic mm-call mm-cfwd mm-datacnf mm-multnbr mm-pcaudio 108
Avaya Site Administration Reference next night-serv no-hld-cnf noans-alrt normal off-bd-alm per-COline pg1-alarm pg2-alarm pms-alarm post-msgs pr-awu-alm pr-pms-alm pr-sys-alm print-msgs priority q-calls q-time release ring-stat ringer-off rs-alert rsvn-halt scroll send-calls send-term serv-obsrv signal ssvn-halt sta-lock start-bill stored-num stroke-cnt term-x-gr timer trk-ac-alm trk-id 109
Avaya Site Administration Reference trunk-name trunk-ns verify vip-chkin vip-retry vip-wakeup voa-repeat vu-display whisp-act whisp-anbk whisp-off work-code 110
Avaya Site Administration Reference Administering messaging systems Adding a phone and messaging subscriber Use the Add User wizard to add a new phone, add a new messaging account, or add a new phone and new messaging account, all at the same time. As an option, you can also use a GEDI window to add a new phone or use terminal emulation to add a new messaging account to the messaging system. 1 In the Target System box on the toolbar, select the voice system you want to add the new phone to.
Avaya Site Administration Reference All other voice mail administration For instructions on performing all other types of administration on your messaging system, please refer to the documentation that came with your messaging system, or visit www.avayadocs.com Security ASG Access Security Gateway (ASG) is an optional security feature set up for certain users whereby they must complete a challenge and response sequence before they can access either a voice system or Avaya Site Administration.
Avaya Site Administration Reference Top 11 tips to help prevent toll fraud An important role for every administrator is to manage the security of their phone system. You need to make every effort to ensure that your phone system is not open to toll fraud. Toll fraud is the unauthorized use of telephone features and services and the theft of long distance service. When toll fraud occurs, your company is responsible for charges.
Avaya Site Administration Reference 8 Monitor traffic and system activity for suspicious call patterns. Use your traffic reports and call detail records to monitor call activity. Activate features that deny access to your system when unauthorized attempts are detected. 9 Provide physical security for telecommunications assets. Restrict unauthorized access to equipment rooms and wire connection closets. Keep translation backups, system manuals, and reports in a safe place.
Avaya Site Administration Reference Using Security Violations Notification to detect problems You can administer Security Violations Notification so that the system notifies you and provides reports when users enter invalid information.
Avaya Site Administration Reference Troubleshooting ASA connection errors Access denied The voice system or messaging system you are trying to reach has denied you access. Check the login name and password or secret key for this connection, or use the manual connect feature. For security reasons, the system that you are trying to connect to has not given a specific reason why your access has been denied.
Avaya Site Administration Reference Busy Your modem or data module has received a busy signal for the number you are dialing. 1 Confirm that you are dialing the correct number, as follows: a) Verify the number that Avaya Site Administration is having the modem dial, by looking in the Connection Properties screen for that connection. b) Write down the phone number and try calling it yourself, using a regular phone. If the phone number is incorrect, fix it in the Connection Properties screen.
Avaya Site Administration Reference Command Timed Out Avaya Site Administration did not receive an expected response from the system within the timeout period specified in the Connection Properties screen. 1 Are you trying to connect to a system using a manual login? If yes, 2 You may be making a common manual login mistake.
Avaya Site Administration Reference system until it hears the correct response, if line noise is corrupting the responses, then Avaya Site Administration may wait for the correct response until the Login timeout value is exceeded. If you suspect you are experiencing line noise, try placing the call again to get a different line. If the problem continues, you may want to talk to your telecommunications manager or the telephone company about line quality.
Avaya Site Administration Reference 4 Are you trying to connect to a system over a computer network? If you don’t know, view the Connection Properties screen for the problematic connection. If yes, the problem could be any of the following: 5 The FQDN or IP Address may be incorrect. To find out, ping the computer using the FQDN or IP Address you specified in the Connection Properties screen. The IP Port Number may be incorrect. The computer network may be set up incorrectly.
Avaya Site Administration Reference Corrupt data received Avaya Site Administration has received data that is corrupt or unexpected. This error occurs when noise is experienced on a connection. To avoid this problem, consider using an error-resistant connection such as a data module or network connection. If you are connecting to a system with an external modem that is capable of error correction, consider turning error correction on, on both your modem and the remote one.
Avaya Site Administration Reference General communications error A communications-related error has been detected and reported by your computer. An unrecoverable error has occurred. The message displayed has been reported by the operating System or Avaya Site Administration. Incorrect device Avaya Site Administration has determined that the system you are trying to reach has probably been configured in Avaya Site Administration as a voice system, when it is a messaging system, or vice versa.
Avaya Site Administration Reference Modem initialization error Your modem or data module has reported an error pertaining to the phone number or initialization string that Avaya Site Administration is sending it. 1 Have you successfully used this modem (or data module) to connect to this voice system or messaging system in the past? If yes, then someone or something has changed the setup of your modem (or data module).
Avaya Site Administration Reference 4 If you are operating in an environment without a Domain Name Server (DNS) or in an environment where your DNS is untrustworthy, then you should use the IP address of the system you wish to connect to instead of the host name in the Connection Properties screen (i.e. Use 123.192.10.17 instead of mysystem or mysystem.mycompanyname.com).
Avaya Site Administration Reference If you suspect you are experiencing line noise, try placing the call again to get a different line. If the problem continues, you may want to talk to your telecommunications manager or the telephone company about line quality. If your modem (or data module) and the remote modem (or data module) both support error correction (a feature that is designed to mitigate line noise), then make sure it is turned on. (See Choosing the correct initialization string.
Avaya Site Administration Reference Serial port does not exist Avaya Site Administration could not find the COM Port that you have selected (in the Connection Properties screen) to use for this connection. To fix the problem, answer the following questions: 1 Is the correct COM port selected in the Connection Properties screen? To find out, determine which COM port you are using and see if it matches the COM Port setting specified in the Connection Properties screen.
Avaya Site Administration Reference Remote reset Avaya Site Administration has been unexpectedly disconnected by the remote system. This is generally a TCP/IP communications problem in which some component of the computer network, or the voice system (or messaging system), loses power or malfunctions. 1 Try re-connecting to the system. The problem may be temporary. 2 If you can, check that the voice system or messaging system is powered up and functioning properly.
Avaya Site Administration Reference Serial port is in use Another application on your computer is using the serial port you are trying to use. To resolve the problem, you may want to: Identify the competing application and close it down. Connect your modem (or data module) to another serial port (consult your computer’s manual and your peripheral's manual for details on how to do this).
Avaya Site Administration Reference Serial port settings could not be found Avaya Site Administration could not find the information it needs in order to communicate with the COM port on your computer. To fix the problem, answer the following questions: 1 Is the correct COM port selected in the Connection Properties screen? To find out, determine which COM port you are using and see if it matches the COM Port setting specified in the Connection Properties screen.
Avaya Site Administration Reference Unknown response from device After your modem or data module dialed your voice system or messaging system, your modem or data module sent Avaya Site Administration a response that Avaya Site Administration does not understand. Avaya Site Administration expects your modem to respond with a message such as "ERROR", "CONNECT", "BUSY" or "NO DIALTONE". Your modem or data module may not be configured to generate text error messages.
Avaya Site Administration Reference Retrieving baseline information You can retrieve much of the hardware and configuration information you need right from the Avaya Site Administration GEDI screens. Use display commands to see individual records. Use list commands to view a group of records. After display or list commands, choose File>Print to create paper copies of the records. Keep track of the equipment and settings listed in the following table.
Avaya Site Administration Reference announcement s extension, type, name, port di s pl ay announc ement s vectors Vector Directory Number (VDN), vector number l i s t v ec t or l i s t VDN di s pl ay v ec t or n di s pl ay VDN n l i s t hunt gr oup di s pl ay hunt gr oup n hunt groups Backing up voice system data Backup your system regularly to keep your records up to date. Use save translations to backup changes to your voice system.
Avaya Site Administration Reference Viewing general system operations Use the status health screen to determine whether everything is operating smoothly and to see a summary of your system status. You can use this report to look at alarms, see if anything is busied out, or check for any major problems. To view the status health screen: 1 Open a GEDI window for the voice system you want to administer. 2 Type status health and press the ENTER key. 3 Click to close GEDI.
Avaya Site Administration Reference Learning to think like a voice system "Thinking like a voice system" means that you use your knowledge of how call routing works to generate an overview of the problem situation. When trying to troubleshoot a problem, identify the beginning and ending points of the attempted connection and trace the route that the call should follow to isolate where the call is breaking down. When attempting to solve problems, try to "think like a voice system.
Avaya Site Administration Reference Be open to alternative solutions, rather than prematurely committing to any one solution to a problem. Clues can be overlooked when they don't fit into the predetermined solution. Better or long-term solutions may be overlooked for a short-term convenient solution. Diagnosing a problem As a system administrator, an important part of your job is to respond to trouble calls from users.
Avaya Site Administration Reference Solving common phone problems If you have a problem with a phone, try the following: ask for the exact symptoms try to duplicate the problem or have the user show you the problem look at the phone find out if the phone was swapped out check the physical connections (for example, see if the phone is plugged in) check that the phone is where it is supposed to be try the phone at another location ask if the cord or handset was changed check st
Avaya Site Administration Reference Diagnosing modem problems The following questions help you determine the cause of a problem with a modem.
Avaya Site Administration Reference Viewing error logs The Avaya Communication Manager error log displays a detailed report of components that fail or perform at an unacceptable level. It is a good idea to run and inspect the Communication Manager error logs on a regular basis. You can view all active system errors on the error log. You can also specify a particular component of your system or a certain time period to be reported on the error log.
Avaya Site Administration Reference Error report field descriptions The DEFINITY Error Report screen contains the following fields. See Viewing Error Logs for instructions on how to access this DEFINITY screen.
Avaya Site Administration Reference Clearing an error If an important component in your Communication Manager system fails, the Communication Manager software records that "event" with code numbers in the DEFINITY error or alarm log. To interpret the error codes and clear the error: 1 Look up the Maintenance Object (MO) (for example, DIG-LINE or PI-LINK) in the Communication Manager Maintenance books for your voice system. 2 Find the error type in the Hardware Error Type table for that MO.
Avaya Site Administration Reference Alarm logs Alarms are classified as major, minor, or warning, depending the degree of severity and the effect on the voice system.
Avaya Site Administration Reference Reading the alarm log 1 Open a GEDI window for the voice system you want to administer. 2 Type display alarms and press the ENTER key. 3 Indicate which alarms you want to view by entering y and ENTER after each alarm type. Note: Unless you can restrict the trouble to a particular time period, press the ENTER key to see all active alarms.
Avaya Site Administration Reference Understanding common error types This topic discusses frequently-encountered DEFINITY error types, explains why they occur, and what to do about them. For comprehensive lists of DEFINITY error types, see the maintenance manual for the DEFINITY system you have. Error type 1 — circuit pack removed Error Type 1 often indicates that an administered circuit pack has been removed.
Avaya Site Administration Reference Error type 513 — equipment "missing" Error type 513 notifies you that equipment such as phones, data modules, or circuit packs, are administered but not physically connected to the voice system. For example, view a hardware error report for error 513: 1 Open a GEDI window for the voice system you want to administer. 2 Type display errors and press the ENTER key. The Hardware Error Report screen appears.
Avaya Site Administration Reference Preventing alarms and errors This topic lists a few common causes of unnecessary DEFINITY alarms and how to prevent these alarms. Turn off maintenance The Remote Loop-Around Test sends a burst of current to activate a phone’s ringer. If the ringer responds, the test detects the ENTER key. Data modules, fax machines and modems do not have ringers and do not respond to this test. This generates an error on that port.
Avaya Site Administration Reference DS1 administration Depending on whether a DS1 circuit pack is present and whether its ports are assigned or not, the system reports faults according to the following table: circuit pack present? circuit pack administered? ports administered? alarm level action N Y N warning Replace and latch the board in its assigned slot. Remove the trunk and DS1 administration (change circuit-pack UUCSS), leaving the circuit pack in its assigned slot.
Avaya Site Administration Reference Using ACA to identify faulty trunks You can use Automatic Circuit Assurance (ACA) to help identify faulty trunks. If activated (change system-parameters features), your system notifies you with a referral call when it detects unusual trunk usage like very short or very long calls. It needs to be turned on for each individual trunk group. The referral call arrives on an idle call appearance.
Avaya Site Administration Reference Busy Verify You can use Busy Verify to place test calls to check the busy condition of trunks, phones, or hunt groups. This test helps you determine if the trunk, phone, or hunt group is busy because of heavy use or appears busy because of a problem. To use Busy Verify, you should administer a Busy Verify button on your phone. To busy-verify a phone 1 Press the Busy Verify button on your phone. The busy verify light turns green.
Avaya Site Administration Reference To busy-verify a hunt group 1 Press the Busy Verify button on your phone. The busy verify light turns green. 2 Dial the extension for the hunt group you want to test. You hear a tone and see a display. The following table describes what the tone and display indicate and how to respond. display tone frequency pattern (sec) status of extension next step Invalid intercept 440 Hz alternating 620 Hz .25 on .
Avaya Site Administration Reference 3 Dial the trunk-group member number you want to verify. You hear a tone and see a display. The following table describes what the tone and display indicate and how to respond. display tone frequency pattern (sec) status of extension next step Invalid intercept 440 Hz alternating 620 Hz .25 on .
Avaya Site Administration Reference Facility Test Calls You can use Facility Test Calls to place test calls to specific trunks or phones. Because this feature bypasses the regular system traffic, it is very helpful in finding noisy lines and other problems. However, this feature can be easily misused by outside parties. Disable this feature when you are not using it. Security Alert: Whenever you use this feature, enable the feature access code only for the tests you want to make.
Avaya Site Administration Reference Trunk Identification You can identify a faulty or noisy trunk with Trunk Identification. You can use Trunk Identification: on an active call while accessing a trunk To identify the specific trunk used on a call: 1 Press the Trunk ID button. Trunk access code and trunk group member number appears on the display. If 2 trunks are used on the call, the identification of the last trunk added to the call displays.
Avaya Site Administration Reference Glossary Adjunct switch application interface (ASAI) ASAI allows integration between adjunct computers and your voice system. Basic Call Management System (BCMS) BCMS helps you monitor the operations of your call center. BCMS collects data regarding the calls on the voice system and organizes the data into reports that help you manage facilities and personnel.
Avaya Site Administration Reference Call Management System (CMS) Avaya Call Management System collects call traffic data, formats management reports, and provides an administration interface for automatic call distribution on your system.
Avaya Site Administration Reference Data module A device that enables your PC to communicate with your voice system or messaging system, similar to a modem. Data modules are used commonly for Basic Call Management System terminals (BCMS), Call Accounting packages or remote System Administration Terminals. Intuity AUDIX A fully integrated messaging system developed by Avaya.
Avaya Site Administration Reference Understanding trunks Trunks are communication lines that carry voice or data transmissions between two communications systems or central offices. There are a variety of trunk types, each with different capabilities.
Avaya Site Administration Reference Before you call Before you call, please have the following information available: your name and number (in case we need to call you back) your installation location (IL) number your company’s main phone number the type of your voice system the number of trunks on your system the number of stations on your system Remember, if the problem is with equipment or service outside of your own equipment, you need to call your vendor or service provider.
Avaya Site Administration Reference Technical Support Before you call, prepare the information that the helpline needs.
Avaya Site Administration Reference Contacting us about training For customers located in the US: To… Use this resource: Contact Information Order a catalog of classes, videotapes, and computer-based training Avaya University 1 800 288 5327 Ask general training questions Avaya University 1 800 288 5327 Search an online catalog of classes, videotapes, and computer-based training Avaya training web site http://learning2.avaya.
Avaya Site Administration Reference Giving us your feedback To… Ask questions not answered in the help by phone Technical Support Offer comments on the online help by email DO NOT SEND PRODUCT OR TECHNICAL QUESTIONS TO THIS EMAIL ADDRESS: document@avaya.com Subject line: Avaya Site Administration Help Topic "" feedback.
Index A prefix, new aborting 85 switches to Avaya Site Administration 8 aborting a task 18, 21 trunk groups 93 blocking a task 18, 21 trunks 91 changing 18, 21 date or time of a scheduled task 18, 21 checking Checking the status of a task adjunct 245 administering 18, 21 messaging schedule 18, 21 administration viewing 18, 21 administrator scheduling 18, 21 daily tasks tasks 18, 21 defined tasks 245 voice system application interface 169 31, 259 41 39 258 18, 21 dutie
Avaya Site Administration Reference Automatic Call Distribution 127 Automatic Circuit Assurance 237 Avaya viewing 29 carriers 28, 251 CCS 116 249 National Customer Care Center 263 CDR Toll Fraud Helpline 263 changes training 264 changing7, 15, 52, 58, 65, 68, 69, 76, 77, 89, 110, 112, 113, 134, 172 AWOH 67 B backup 42, 102, 213 31 administrators 172 button label text 134 connectivity info 7 Basic call management system (BCMS) 246 COR values 76 BCMS 246 COS values 77 d
Index consoles understanding Conversant 75 hunt group 102 75 Intuity AUDIX 255 LEC 256 system administrator 258 253 COR 76, 211 changing 76 COR printing 211 COS 77, 211 changing 77 printing 211 coverage 94, 95 paths 211 creating 16, 134 button label text 134 command shortcuts terminal emulation 89, 260 vectors 108 voice system add-ons 54 World Class Routing deleting 84 12, 13, 74, 101, 113 announcements 101 messaging subscribers 74 messaging system 16 phones
Avaya Site Administration Reference troubleshooting dial no dial tone Dial Plan modifying printing understanding 114 200, 224 200 55, 58, 211 58 211 55 Disconnected 188, 204 disconnecting 33 from a messaging system 33 from a voice system 33 display 241 Facility Test Calls 242 fax 66 adding 66 feature printing feature access codes 211 printing feature parameters 211 feature access codes 60 adding 60 feature buttons 65, 149, 158 adding 65 by code 158 displaying 24 by feature
Index viewing Avaya Site Administration History Human Resources 24 37 hunt groups 119, 123, 126, 211 disconnecting from messaging system 12, 13 adding announcements, adding 107 defined 102 measurements 120 setting up 104 modems troubleshooting 236 adding I 33 9 deleting 12, 13 messaging systems 14 renaming in Avaya Site Administration 66 initialization error importing 196 Modular Messaging system data into a voice system 138 improving 24 grade of service 24 194 Network
Avaya Site Administration Reference planning call centers 122 responsibilities of voice system administrator35, 37, 46, 47 122 restricting port data, exporting to a file ports 87 outgoing calls 137 183, 184, 203, 205, 206 No Ports available 201 prefixes adding 87 restrictions 88 overriding 88 routing 84, 94, 95 85 World Class Routing 85 S preventing 84 saving toll fraud 173 printing 7, 213 changes to connectivity info 7 schedule 42, 246 scheduling 16, 114 button labels 1
Index accessing 31 connection properties, viewing or changing 15 disconnecting from 33 using DEFINITY features to 236 vector problems 114 trunk 91 export data from 134 adding importing data into 138 help 118 understanding 217 problems 118 26 reports 118 26 Testcalls 118 syntax 44 troubleshooting 243 system 33, 35, 42, 53, 246, 258 Trunk Identification 243 Trunk Identification feature 243 synchronizing voice system and PC time add ons 54 administration 257 adminis
Avaya Site Administration Reference Processor Occupancy report 27 switches 214, 215, 216 Security Violations Notification to detect problems 176 system capacity Status pane 19 system operations 214 templates 64 system's properties 15 trunk group reports 118 trunk groups Trunk Identification to troubleshoot 236 trunks V 29, 126 44 44, 91 voice system hardware configuration VDN 108, 246 vectors voice system add ons defined 108 adding deleting a step from 113 administrators, a
