Avaya Site Administration Reference 14-300610 Issue 2 February 2006
Table of Contents Using Avaya Site Administration ........................................................................................................................................ 1 What's New in this Release ............................................................................................................................................... 1 Overview of the main screen...........................................................................................................................
Avaya Site Administration Reference Starting GEDI .................................................................................................................................................................. 27 Starting GEDI from the Task tab................................................................................................................................... 27 Starting GEDI from the Tree tab .................................................................................................
Avaya Site Administration Reference Changing feature access codes....................................................................................................................................... 47 Changing feature access codes for R10 and earlier systems ....................................................................................... 47 Setting up phones.............................................................................................................................................
Avaya Site Administration Reference Adding announcements ................................................................................................................................................... 72 Voice Announcement over LAN (VAL).......................................................................................................................... 72 Recording announcements ........................................................................................................................
Avaya Site Administration Reference Creating, changing, or viewing button label text ............................................................................................................... 95 To create button labels................................................................................................................................................. 95 To change button labels ...................................................................................................................
Avaya Site Administration Reference Data is locked ................................................................................................................................................................ 118 Device does not exist..................................................................................................................................................... 118 General communications error............................................................................................
Avaya Site Administration Reference Understanding common error types ............................................................................................................................... 140 Error type 1 — circuit pack removed........................................................................................................................... 140 Error type 18 — busied out.........................................................................................................................
Avaya Site Administration Reference viii
Using Avaya Site Administration What's New in this Release Avaya Site Administration Release 3.
Avaya Site Administration Reference 2 o The ability to resize the Port Usage dialog box o The ability to export the port usage data o The ability to print the port usage data o The ability to resize the Unused Port dialog box o The ability to minimize the Unused Port dialog box and keep it open while you perform other tasks. o The ability to define the default delimiters that will be used in the Import wizard and the Export wizard. You specify these default delimiters in the Options screen.
Avaya Site Administration Reference Overview of the main screen Click an area of the Avaya Site Administration screen to learn more about it.
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 Setting up this product Saving changes to Avaya Site Administration properties If you have been making configuration changes to Avaya Site Administration, such as creating command shortcuts, creating folders, changing system properties, etc., your changes are not saved until you do one of the following: Shut down (exit) Avaya Site Administration. Click on the toolbar. Select File>Save Configuration from the menu bar.
Avaya Site Administration Reference 6 Click the Next button. The Connect via an ASG Guard dialog box appears. 7 In the FQDN or IP address box, enter either the fully-qualified domain name or the IP address of the ASG Guard. 8 Click the Next button. The next Connect via an ASG Guard dialog box appears. 9 Make sure the SSH option button is selected. 10 Click the Next button. The next Connect via an ASG Guard dialog box appears.
Avaya Site Administration Reference If you are logging into the media server manually: a. From the Authentication Methods drop-down list box, select whether ASG Key or a password is the authentication method for your login on the ASG Guard. b. From the Use Bulk Cipher drop-down list box, select the encryption algorithm you want to use when transferring data between Avaya Site Administration and the media server when using SSH. c.
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 Renaming a voice or messaging system Renaming a voice system or messaging system will not change the name of the system referred to by the tasks scheduled for that system until the task is run. 12 1 On the browser pane, click the Tree tab. 2 Right-click the voice system or messaging system that you want to rename and select Rename. 3 Edit the name or type the new name over the old one. 4 Press the ENTER key.
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 Creating a shared system file A shared system file enables you to define all of the connection information for multiple voice systems and messaging systems in a single file. Other PCs in your company that are running Avaya Site Administration can then use this file to connect to the defined systems. A shared system file eliminates the need for you to define connectivity information for every device in every installation of Avaya Site Administration in your company.
Avaya Site Administration Reference Using a shared system file Use this procedure to access an existing shared system file. Before performing this procedure, you must know the location and name of the shared system file you want use. To use a shared system file, perform the following steps: 1 From the Tools menu, select Options. The Options dialog box appears. 2 In the Shared Systems area on the General tab, make sure the Share System File check box is enabled.
Avaya Site Administration Reference Scheduling tasks 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 Checking status 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 {bmc status.bmp} 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 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 Managing performance Improving Grade of Service By using the Trunk Analyzer and gathering trunk data, you can create a report that gives recommendations on achieving a specified grade of service. To improve the grade of service, complete the following steps: 1 Collect trunk data for a particular voice system. 2 Run the Trunk Analyzer Report.
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 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.
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 New Administrator's Guide Book Voice system components It is important that you be able to identify the different components of a Communication Manager system. Below are the basic components with which all administrators should be familiar. Role of the administrator Your role as a system administrator is directly related to the success of your organization.
Avaya Site Administration Reference solutions. So, build relationships with your phone users to encourage clear communication about their needs and problems. When you build relationships within your organization, you are able to work with others to solve problems and create better solutions. It is essential that you work with management and department heads within your organization to improve business performance and support the goals, needs and strategies of your organization.
Avaya Site Administration Reference Simplifying end-user management As a system administrator you have myriad responsibilities and multiple constituencies to whom you must answer, so it's important for you to streamline your job however you can. There are several proven methods for doing this: Create a system to stay abreast of employee changes Employee-related changes are one of the greatest challenges that you will face as a system administrator.
Avaya Site Administration Reference Involve end-users in planning for new system and departmental changes No one has more experience with your phone system than the end-users themselves. They can be an invaluable resource when you are contemplating Communication Manager software upgrades or other phone system changes. Involving end-users in the planning process will promote their loyalty and make your job easier in the long run.
Avaya Site Administration Reference number) command to show the service state of the trunk members. Use this report for troubleshooting when you think you have a trunking issue. list measurements blockage pn (followed by yesterday-peak, today-peak, or last-hour and optionally followed by schedule)—shows where service is degraded, resulting in no dial tone and incomplete calls. This report helps the administrator monitor trends in time-slot usage.
Avaya Site Administration Reference 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. Purchase and format new backup tapes. Add, remove, and move employee phones. Set up features on phones. Record and save new system announcements when changes are made. Save changes made to the system.
Avaya Site Administration Reference 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. For example, add station next, change station 4444, and remove report-scheduler x (where x can be any number from 1 - 50) Add—lets you enter new information about a single object. Change—lets you make changes to an existing screen.
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 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 Planning your Communication Manager system Voice system components It is important that you be able to identify the different components of a Communication Manager system. Below are the basic components with which all administrators should be familiar.
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 3 Move the cursor to the appropriate field in the First Digit table. For example, if you want to change how the voice system interprets dial strings that start with a 1 and have four digits, move the cursor to the first row in the table, fourth column. 4 For a description of fields in this table, go to Dial Plan Record Fields. 5 Type the abbreviation that indicates how the voice system should interpret dial strings of this type.
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 Setting up phones 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
Avaya Site Administration Reference 2 To confirm that the new messaging account was added, complete the following steps: a) On the browser pane, click the Tree tab. b) Open a terminal emulation window for the messaging system you added the account to by right-clicking on the messaging system name, selecting Advanced>Emulation, and logging into the system. If you log into an INTUITY AUDIX system as s a, select AUDIX Administration from the INTUITY main menu to access the administration screens.
Avaya Site Administration Reference 9 If you selected station, perform one of the following steps: o Enter the name in the Name box, and then enter the native language name in the Native Name box. o Click View Available Objects, select the station(s) you want to change from the Hunt Group Browser dialog box, click OK, and then enter the native language name in the Native Name box.
Avaya Site Administration Reference Note that only phones of the same model can be duplicated. The duplicate command copies all the feature settings from the template phone to the new phones. To duplicate an existing phone: 1 Open a GEDI window for the voice system you want to administer. 2 Type display station nnnn where nnnn is the extension you want to use as a template. Then press the ENTER key. Verify that this extension is the one you want to duplicate.
Avaya Site Administration Reference 3 Click the tabs on the screen until you locate the Feature Button Assignment fields. 4 Right-click the field that corresponds to the button you want to assign the feature to. 5 Select the feature you want to assign. 6 Complete any feature-related fields that appear next to the button field. 7 Repeat Steps 4-6 until you are finished assigning buttons.
Avaya Site Administration Reference Setting Up a Voice Mailbox To set up a messaging subscriber mailbox for an employee that does not need a phone (that is someone that works off-site): 1 Set up extension number using AWOH. 2 Change the station coverage path to go to the voice messaging hunt group. Note Voice messaging is always set up in a hunt group. Use list hunt-group to locate the hunt group used for the messaging system.
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 Major/minor alarm buttons Trunk ID buttons Verify button Once you select a phone, you’ll want to determine if you want to place this phone at your desk or in the voice system room. If the phone is in the voice system room (near the system administration terminal), you can quickly add or remove feature buttons to test features and facilities. You may decide that you want a phone at both your desk and in the voice system room — it’s up to you.
Avaya Site Administration Reference 6 Click Finish. If you schedule the job, remember that open Terminal Emulation windows can delay the job or cause it to fail. 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.
Avaya Site Administration Reference Note: The system does not allow you to duplicate a console. You should print a copy of all console screens and retain them in your archives. When adding a new console, choose the console you want to duplicate and set up the feature buttons, display buttons, and alarm settings as shown in the print-out.
Avaya Site Administration Reference Managing phone features 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 4 Click the Enter button on the GEDI window to save your new group list. The system automatically completes the name field when you click the Enter button to save your changes. 5 Click to close the GEDI window. Once you define a pickup group, you can assign call-pickup buttons for each phone in the group or you can give each member the call-pickup feature-access code. Use the Station screen to assign call-pickup buttons.
Avaya Site Administration Reference 4 Fill in the Coverage Criteria fields. You can see that the default sets identical criteria for inside and outside calls. The system sets coverage to take place for a busy phone, if there is no answer after a certain number of rings, or if the DND (do not disturb), SAC (send all calls), or Go to Cover buttons are pressed or feature-access codes are dialed. 5 Fill in the Point fields with the extensions you want for coverage points.
Avaya Site Administration Reference 4 Type change station and the bridged-to extension and press the ENTER key. The station screen appears. 5 Click the numbered screen tabs until Per Button Ring Control appears (digital sets only). 6 If you want to assign ringing separately to each bridged appearance, type y. 7 If you want all bridged appearances to either ring or not ring, leave the default n. 8 Move to Bridge Call Alerting.
Avaya Site Administration Reference Routing outgoing calls World class routing Your system uses world class routing to direct an outgoing call. There are two types of routing: Automatic Alternate Routing (AAR) is used for calls within your company over your own private network. Automatic Route Selection (ARS) is used for calls that go outside your company over public networks. ARS is also used to route calls to remote company locations if you do not have a private network.
Avaya Site Administration Reference 7 Enter the minimum and maximum values from Step 3 in the Total Mn and Total Mx fields. In our example, enter 11 in each field. 8 Enter the route pattern from Step 3 in the Rte Pat field. In our example, enter 30. 9 Enter fnpa in the Call Type field. 10 Enter the node number from Step 3 in the Nd Num field. For our example, you would leave the node number blank. 11 Click the Enter button on the GEDI window to save your changes. 12 Click to close the GEDI window.
Avaya Site Administration Reference 6 Enter den (denied) in the Rte Pat field. 7 Enter intl in the Call Type field. 8 Click the Enter button on the GEDI window to save your changes. 9 Click to close the GEDI window. 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.
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 Advanced voice system administration Globally changing voice system data 1 In the Target System box on the toolbar, select the voice system on which you want to globally change data. 2 On the browser pane, click the Tasks tab. 3 On the Tasks tab, click Advanced. 4 Click Find and Replace. 5 Complete the wizard screens. If you need help with a wizard screen, click Help on that screen.
Avaya Site Administration Reference 9 If you selected station, perform one of the following steps: o Enter the name in the Name box, and then enter the native language name in the Native Name box. o Click View Available Objects, select the station(s) you want to change from the Hunt Group Browser dialog box, click OK, and then enter the native language name in the Native Name box.
Avaya Site Administration Reference Trunks 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 Night Service Setting up night service You can use night service to direct calls to an alternate location when the primary answering group is not available. For example, you can administer night service so that anyone in your marketing department can answer incoming calls when the attendant is at lunch or has left for the day.
Avaya Site Administration Reference Announcements What is an announcement? An announcement is the recorded message a caller hears while the call is in a queue. An announcement is often used in conjunction with music. Announcements are recorded on special circuit packs (TN750, TN750B,TN750C, or TN2501AP) on your Communication Manager system.
Avaya Site Administration Reference Tip: Use display integrated-annc-boards to find the cabinet, carrier, and slot addresses of your announcement circuit packs. The Integrated Announcement Board screen lists the location and the type, as well as showing the number of recordings and number of seconds (at the administered rate) left on each circuit pack. Our example explains how to add an integrated announcement, but other types of announcements are available.
Avaya Site Administration Reference 5 Record the message. 6 Hang up the phone to end recording. 7 Click to close the GEDI window. Tip: The announcement records the sound of the receiver returning to the phone. Hang up gently, press the drop button, or press the switch hook with your finger. You have to wait 15 seconds before you can dial the extension 1234 to listen to your announcement.
Avaya Site Administration Reference 4 Dial 3 to delete the announcement from the circuit pack. 5 Hang up the phone. 6 Click to close the GEDI window. You also need to remove the information from the system. To remove the information, use your system administration terminal to complete the following steps: 1 Open a GEDI window for the voice system you want to administer. 2 Type change announcements and press the ENTER key. The Announcements/Audio Sources form appears.
Avaya Site Administration Reference Hunt groups What are hunt groups? A hunt group is a group of extensions that receive calls according to the call distribution method you choose. When a call is made to a certain phone number, the system connects the call to an extension in the group. Use hunt groups when you want more than one person to be able to answer calls to the same number.
Avaya Site Administration Reference 7 In the Ext field, type the extensions of the agents you want in the hunt group. We’ll type 1011, 1012, and 1013. Tip: For a ddc group type (also known as "hot seat" selection), the call is sent to the extension listed in the first Ext field. The system uses this form to determine the hunting sequence. See Call distribution methods for more information. 8 Click the Enter button on the GEDI window to save your work. 9 Click to close the GEDI window.
Avaya Site Administration Reference 4 In the Queue Length field, type the maximum number of calls that you want to wait in the queue. In our example, type 10. 5 In the Calls Warning Threshold field, type the maximum number of calls that can be in the queue before the system flashes the queue status buttons. In our example, type 5. 6 In the Time Warning Threshold fields, type the maximum number of seconds you want a call to wait in the queue before the system flashes the queue status buttons.
Avaya Site Administration Reference 7 Click to close the GEDI window. You can use the same announcement for more than one hunt group. See the Administrator’s Guide for Avaya Communication Manager Software for more information on announcements and hunt groups. Call distribution methods You have more call distribution choices if your company acquires ACD (Automatic Call Distribution) or EAS (Expert Agent Selection).
Avaya Site Administration Reference Vectors and Vector Directory Numbers (VDNs) 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 4 Type your vector steps in the numbered column on the left of the screen. Tip: When you type in your vector steps, the voice system automatically completes some of the vector step information for you. For example, if you type "q" in a vector step field, the voice system fills in "queue-to." Also, additional fields appear when you complete a field and press TAB. This makes it very easy to type in your vector steps. 5 Click to close the window.
Avaya Site Administration Reference 6 Type the new vector step. We’ll type announcement 4005 (Please wait...). 7 Press Enter. 8 Click to close the window. Tip: When you insert a new vector step, the system automatically renumbers the rest of the vector steps and all references to the vector steps. The voice system inserts a "*" when the numbering needs more attention. Entering a variable to a vector Use this procedure to enter a variable to a vector.
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 Voice system reports Using report scheduler Note This feature is distinct and separate from the scheduling feature offered in Avaya Site Administration. You cannot access the Communication Manager Report Scheduler using GEDI. You can access it only by starting terminal emulation. The report scheduler is a feature of your voice system that you can use to print certain reports automatically.
Avaya Site Administration Reference Measuring call center performance Standard voice system reports on DEFINITY ECS 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? DEFINITY ECS 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 Call centers What is a call center? A call center is a way of organizing people and equipment to achieve particular business goals. For example, you can use a call center to make several people accessible through one number or to handle multiple calls simultaneously. Call centers work by organizing staff (called agents) with specific functions or expertise into hunt groups.
Avaya Site Administration Reference 7 Complete the rest of the Hunt Group screen. 8 Click the Enter button on the GEDI window to save your changes. Now that we’ve created a hunt group, let’s write a simple vector that plays announcement 2340. This announcement asks callers to stay on the line. If a call isn’t answered in 1 minute, the vector sends the call to voice mail (extension 2000). 1 queue-to split 2 pri m 2 announcement 2340 ("You have reached...
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 Printing button labels 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 For example, assume the Button Label text file contains the following entries: Button Feature Label Text call-appr 9079-$EXT abrv-dial AD $2 $3 abrv-dial 1 998 Login abrv-dial 1 999 Logoff 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.
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 Importing and exporting voice system data Setting the import and export defaults Use this procedure to set the default settings for the following import/export settings: the default delimiters for the Import wizard and the Export wizard the default directory for the Import wizard, the Export wizard, and other import and export tasks such as export from GEDI and export from the Browse Unused Port wizard Note ® If you are exporting to a Microsoft Excel spreadsheet or
Avaya Site Administration Reference 5 Complete the wizard screens. If you need help with a wizard screen, click Help on that screen. If you schedule the job, remember that open Terminal Emulation windows can delay the job or cause it to fail. 6 When finished, click the History tab or Schedule tab at the bottom of your screen to see the status of the task. 7 Open the file from the location that you specified, using a standard text editor.
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: 3 Do this Export File View the path and name of the exported file. To change it, click {bmc three dot.bmp} and complete the browse screens to specify the path.
Avaya Site Administration Reference Exporting data to an LDAP directory The following example helps describe how to export data to an LDAP directory. Suppose the following stations are present on a voice system: Extension Type Port Name Room 3000 6408D+ X Jim Gomes A 3001 6408D+ X William Jones A 3101 6408D+ 01A0301 Tom Peterson C You want to export these stations to an LDAP server. (The IP address of the LDAP server is 135.122.55.42.
Avaya Site Administration Reference When you perform the export, all of the stations will be added under "ou=people,dc=democenter,dc=avaya,dc=com". However, you must enter a distinguishing name for each of these station entries. (This distinguishing name will uniquely identify each station entry.) You must enter this distinguishing name in the DN box in the Format tab of the Export Data screen.
Avaya Site Administration Reference After you export the data to the LDAP directory, the Directory Information Tree will have the following structure: 101
Avaya Site Administration Reference Exporting Native Names Using the Export wizard, you can export Native Name (Name2) and script tag data for the following objects: stations hunt groups trunk groups VDNs Native Name cannot exceed 27 UTF-8 encoded characters. The script tag must be a binary value representing an OR of the scripts used.
Avaya Site Administration Reference Importing Native Names Using the Import wizard, you can import Native Name (Name2) and script tag data for the following objects: stations hunt groups trunk groups VDNs Native Name cannot exceed 27 UTF-8 encoded characters. The script tag must be a binary value representing an OR of the scripts used.
Avaya Site Administration Reference 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.avaya.com/support. 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 Using Native Names Using Native Name To enter the native name, you must use the Input Method Editor (IME) application. The IME application provides the ability to enter Japanese, Korean, and Chinese characters without requiring a special keyboard. However, you must enable the IME application manually. Otherwise, the keyboard input will remain in the default language. The IME icon appears in the Windows system tray and indicates the language you are currently using.
Avaya Site Administration Reference Editing Data You may directly enter or change data in ABIT. ABIT will verify data accuracy in the extension, Name1, and Native Name. For example, an extension should be one to 10 digits in length. The Name1 and Name2 values must be less than 27 characters. ABIT checks the characters in a Name1 value to verify that those characters are in the Avaya Eurofont or Optrex (Kanafont) character set.
Avaya Site Administration Reference 8 Perform one of the following steps: 9 If you selected hunt-group, perform one of the following steps: o Enter the number in the group number box, enter the name in the Group Name box, and then enter the native language name in the Native Name box. o Click View Available Objects, select the hunt group(s) you want to change from the Hunt-Group Browser dialog box, click OK, and then enter the native language name in the Native Name box.
Avaya Site Administration Reference Importing Native Names Using the Import wizard, you can import Native Name (Name2) and script tag data for the following objects: stations hunt groups trunk groups VDNs Native Name cannot exceed 27 UTF-8 encoded characters. The script tag must be a binary value representing an OR of the scripts used.
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 2 If the phone number is busy: If you are dialing a voice system via netcon channels: The netcon hunt group may be fully occupied. The voice system may not be properly configured with netcon channels. This is unlikely, however. If you are dialing a voice system via the INADS port: The INADS port is probably in use by someone else.
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 Use the manufacturer’s instructions to find out how to diagnose system health. If you are connecting through a terminal server, then you may have to reset the terminal server (and not the system you are trying to connect to). Serial port error Avaya Site Administration has encountered an error with the serial port on your computer. Data has been lost due to a serial port performance problem or error.
Avaya Site Administration Reference 4 In the tree, right-click the "Ports (COM and LPT)" to view the properties of each of the COM ports. Windows 95 or 98 will determine if the COM ports are functioning correctly. If they are not, the screen will display potential solutions. 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.
Avaya Site Administration Reference Unexpected response from device When logging into a system, Avaya Site Administration encountered a response that it was not expecting. Try logging in manually to diagnose the login problem. It may be that you are connecting to the wrong system, or the system you are connecting to is behaving strangely.
Avaya Site Administration Reference Voice system problems Keeping baseline information Baseline information consists of: the original voice system configuration any upgrades and changes voice system capabilities (for example, if your company uses a call center or telecommuting) The very best set of records starts with information on the original set up of your voice system. Most companies keep at least one paper copy of baseline information, with duplicate paper or electronic copies kept off site.
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 Checking voice system status Viewing the system status Use system status screens to monitor various parts of your system. To be prepared for problems, you’ll want to become familiar with what these reports look like when your system is operating well. To view a list of the types of status reports you can run: 1 Open a GEDI window for the voice system you want to administer. 2 Type status and click the Help button. The Help screen appears.
Avaya Site Administration Reference Viewing changes to the system (history report) Use the history report to see what kind of changes have been made to your system. For example, if users report that the coverage on their phones is not working, check the history report to see if any changes have been made to a coverage path. The history report lists the date, time, port, login, action taken, and the screen for any change to your system.
Avaya Site Administration Reference Solving common voice system problems 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.
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 Here are some common problems phone users report to their system administrators: The user cannot dial out Incoming calls ring but do not reach the user The message lamp on the phone does not go out Diagnosing general trunk problems The following questions help you determine the cause of a problem with a trunk.
Avaya Site Administration Reference Diagnosing password, login, and terminal access problems If the problem is with remote dial-in access, ask: How do you dial in? What type of software or dialing program do you use? What error messages do you see when you try to dial in? If your password expired, is not working, or is incorrect, call Avaya for assistance in getting the issue resolved.
Avaya Site Administration Reference Working with alarms and errors 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 DEFINITY system fails, the DEFINITY 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 DEFINITY ECS 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 Error type 18 — busied out Error type 18 is a reminder from the voice system that a component has been busied out. The busyout command is used to temporarily disable a component and is usually used before you test or replace a component. Use the release command (permissions enabled) to restore a component to its normal operating mode. For example, you receive a complaint that a phone does not work.
Avaya Site Administration Reference 3 To view the report for error type 513, type 513 in the Error Type field and press the ENTER key. The Hardware Error Report for error 513 appears. The log entry shows which equipment is not connected to the voice system. 4 Click to close GEDI. To fix error 513 for a phone: 1 Open a GEDI window for the voice system you want to administer. 2 Plug the phone into the jack assigned to the port in the log entry.
Avaya Site Administration Reference Remove unused circuit packs Occasionally, a company upgrades phones from the 7000-series analog model to the 8400-series digital phones.
Avaya Site Administration Reference Using voice system features to troubleshoot Using features to troubleshoot You can use some DEFINITY features to help you identify if your system is having problems or to help you diagnose problems you know are occurring. The table below shows you which features to use for various kinds of system problems. Click a feature to learn how to use it.
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. 146 display tone frequency pattern (secon ds) status of extension next step Invalid intercep t 440 Hz alternating 620 Hz .25 on .
Avaya Site Administration Reference To busy-verify a trunk 1 Press the Busy Verify button on your phone. The busy verify light turns green. 2 Dial the trunk access code for the trunk you want to test. Your display should be blank and you should hear dial tone. If your display shows "DENIED" and you hear intercept tone, repeat Steps 1 and 2.
Avaya Site Administration Reference Facility Busy Indication You can use Facility Busy Indication to display the idle or busy condition of phones, trunks, or paging zones. To use this feature you need to add facility busy indication buttons to your phone. Label the facility busy buttons as "Busy" followed by the number or name of the facility being monitored. If the green light associated with the Facility Busy Indication button stays lit for a long time, the facility may have a problem.
Avaya Site Administration Reference 4 If you are testing a trunk, place the call. Or If you are testing a touch-tone receiver, dial the number. If you receive a dial tone, the test passed. Or If you receive an intercept tone, the test failed. Security Alert At the system terminal, BE SURE to disable the Facility Test Call feature access code. Trunk Identification You can identify a faulty or noisy trunk with Trunk Identification.
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 Contacting Us General Contact Information For… Contact… Avaya’s Home Page www.avaya.com Avaya products www.avaya.com click Solutions & Products Online product catalog www.avayadirect.com Security products and services wwwdb.avaya.com/bcs/solutions.main?p_id= 14&p_keyword=" International Alliance of Avaya Users www.inaau.
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… Contact… 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.
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Index A phones ABIT 196 aborting 22, 25 blocking a task 22, 25 changing 22, 25 22, 25 checking Checking the status of a task 8 trunk groups 102 trunks 100 adjunct 269 voice system application interface 269 administering 22, 25 messaging schedule 22, 25 administration viewing 22, 25 administrator scheduling 22, 25 daily tasks tasks 22, 25 defined tasks 92 switches to Avaya Site Administration aborting a task date or time of a scheduled task 65, 67, 74, 183 prefix, new
Avaya Site Administration Reference AUDIX 11, 279 adding to Avaya Site Administration 11 automatic Automatic Call Distribution 137 Automatic Circuit Assurance 261 answered/abandoned 129 data regarding 270 prohibiting 83 restricting outgoing 94 capacity 33, 136 viewing Avaya 33 National Customer Care Center 287 carriers Toll Fraud Helpline 287 CCS 126 training 288 CDR 273 196 changes 74 changing Avaya Bulk Import Tool AWOH 32, 275 35 administrators 188 46, 111, 237
Avaya Site Administration Reference connections 17, 23, 27 viewing or changing properties in Avaya Site Administration viewing status of 17 23, 27 connectivity saving changes to consoles understanding Conversant COR printing 59 265 266 82 hunt group 111 82 Intuity AUDIX 279 LEC 280 system administrator 282 terminal emulation 283 235 84 printing 235 coverage 103, 104 paths 235 creating 18, 144 button label text 278 dial plan Facility Test Calls 84, 235 changing 277 data mod
Avaya Site Administration Reference TAC 245 using to troubleshoot troubleshooting 245 124, 243, 245, 246, 247 vector problems trunks 124 245 vectors troubleshooting dial no dial tone Dial Plan modifying printing understanding exporting 146, 147 Call Accounting data to a file 147 data 146 unused port data 148 Exporting data to an LDAP directory 149 extension 124 224, 248 224 59, 62, 235 62 235 59 Disconnected 212, 228 disconnecting 63 ranges, adding 63 F facility Facility Busy Indica
Avaya Site Administration Reference local G GEDI 35 starting 35 globally changing voice system data 96 grade 28 of service, improving groups 28 56, 102, 111, 133, 270 Local Exchange Carrier (LEC), defined 248 M trunk 102 maintenance 50, 56 management 120 254, 255, 256, 259, 290 41 measuring H hardware 32 configuration, viewing help help line call center performance 129 32 248 290 messages 120 28 viewing Avaya Site Administration History 127, 129, 135, 136 message 56 hist
Avaya Site Administration Reference P R paging groups troubleshooting partitioning 260 recording 260 records 96 Retrieving baseline information password 248 passwords 219 Reset expired 226 removing phone messaging system Phone feature buttons (by feature name) 165 phone phones 65, 72, 80, 81, 235, 260 adding 65 adding buttons to 72 adding to voice system 67, 183 deleting 81 reports 165 attendant printing a list of 235 Call Center 80 upgrading 79 planning call center
Avaya Site Administration Reference setting up 103, 113, 115, 133 bridged call appearances 90 systems about system security call flow in a call center 133 viewing capacity hunt groups 113 T night service 103 tasks queue 115 shared system file 19, 20 shortcuts creating SSH connection 18 templates 35, 36 GEDI 35 terminal emulation 36 stations 80 change 75, 76 swapping using a wizard 80 status 27 of connections, viewing 27 Status pane, using support 23 50, 51, 56, 285, 287
Avaya Site Administration Reference U understanding 137, 141, 241, 265, 266 ACD 137 attendant consoles 82 viewing 17, 23, 27, 28, 32, 33, 136, 144 alarm 238, 240 Avaya Site Administration History Log 28 button label text 144 button label templates 141 cabinet 240 common DEFINITY errors 257 calls 130 changes to the system (history report) 241 dial plan 59 Facility Busy Indication 265 connection properties Facility Test Calls 266 connection status switches 241 data 130 err
Avaya Site Administration Reference W wizards Add User wizard Add Voice Mail System wizard Export Data wizard Find and Replace wizard Generate Call Accounting wizard Hardware Manager wizard Import Data wizard overview 5 67, 183 11 146 96 147 32 153 5 Remove User wizard 81 Swap Stations 80 System Capacity 33 Time Synchronization wizard 30 World Class Routing defined writing vectors 91 91 119 119 167
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