Technician’s Guide
Copyright ©1998 Active Voice Corporation. All rights reserved. Second edition 1998. Active Voice is a registered trademark of Active Voice Corporation, and Lingo is a trademark of Active Voice Corporation. Other brand and product names used herein are trademarks of their respective owners.
Contents CHAPTER•1 Introduction ......................................... 1 About Lingo ........................................... 2 CHAPTER•2 Planning the application ...................... 5 Identifying the system manager ............. 6 Deciding how to answer calls ................. 8 Tailoring the automated attendant to your customer’s site ..................... 12 Completing the System Setup Worksheet ........................................ 16 System Setup Worksheet .....................
CONTENTS CHAPTER•7 APPENDIX•C Troubleshooting with the console ... 111 Console overview ............................... 112 System manager’s screen ................... 116 Technician’s screen ............................. 118 Troubleshooting system options ..... 175 Quick Diagnostic Guide ..................... 176 CHAPTER•8 Creating system reports .................. 121 Creating system reports ..................... 122 Viewing earlier reports ....................... 124 Usage reports .................
C H A P T E R • 1 Introduction About Lingo ...........................................................
About Lingo Installation is quick and easy Using the Technician’s Guide Installing the Lingo system is quick and easy. With Lingo, your customer does much of the system setup and customization, so you handle fewer details during installation. This Technician’s Guide provides information essential to planning the system setup before you access the technician’s conversation. The guide is organized in a series of easy-to-follow chapters: Lingo is simple to use, so minimal training is required.
ABOUT LINGO The System Setup Worksheet contained in the next chapter helps you obtain and organize all of the information you need before you begin the actual setup. The system manager at your customer’s site can perform most maintenance of the voice messaging system.
C H A P T E R • 2 Planning the application Identifying the system manager .......................... 6 Deciding how to answer calls ............................... 8 Tailoring the automated attendant to your customer’s site ................................................ 12 Completing the System Setup Worksheet ....... 16 System Setup Worksheet ...................................
Identifying the system manager The system manager is your liaison with the company and makes basic installation decisions. Identifying a system manager and giving that person the information necessary to make these decisions helps you complete the installation quickly and easily. If the system manager has not already been selected, you need to recruit a person to take on the responsibilities. See also Training the system manager ....................
IDENTIFYING THE SYSTEM MANAGER Ongoing duties The System Manager’s Guide • Verify that Lingo is running normally • Record holiday greetings; set holiday operation • Add, delete, and reassign mailboxes • Set up and maintain the menu keys Being system manager is easy and takes very little time. Most of the system manager’s time is spent during the start-up process immediately after installation.
Deciding how to answer calls Before you connect Lingo to the telephone system, you need to answer two questions: • Will the operator answer all calls, with Lingo being used for voice mail only, or will the system help answer calls and transfer them to internal extensions? • If the system will help answer calls (the automated attendant feature), will it answer all calls or only overflow calls? Deciding whether to use call transfer Some customers want the operator to handle all incoming calls, using Ling
DECIDING HOW TO ANSWER CALLS Using Lingo for voice mail only Your customer may want Lingo set up as an extension of the telephone system, with no external lines answered by Lingo. Internal callers can check messages and leave messages by dialing the voice mail extension. Outside callers can reach voice mail during business hours. • • The operator can transfer the call to voice mail manually.
DECIDING HOW TO ANSWER CALLS Using Lingo’s automated attendant Your customer may want Lingo to help the operator answer and transfer calls and to transfer callers to voice mail during nonbusiness hours. This is the automated attendant feature. What is the automated attendant? As an automated attendant, Lingo answers, greets, and routes incoming calls. Callers hear an opening greeting that gives them instructions and options.
DECIDING HOW TO ANSWER CALLS Automatic fax routing If Lingo hears a fax tone when it answers, it transfers the call to a fax machine connected to a specified fax extension. Callers can also dial the fax machine extension and then manually send a fax. Your customer does not need a separate fax telephone number or a dedicated external line. You and the system manager must decide how to distribute the incoming call load between the automated attendant and the operator.
Tailoring the automated attendant to your customer’s site In programming the telephone system software and connecting Lingo, you control three variables that determine when the automated attendant answers an outside line: • Which external lines Lingo answers • How the external lines are grouped • How many external lines Lingo will handle at once 12 LINGO TECHNICIAN’S GUIDE This flexibility lets you tailor the automated attendant operation to best suit your customer’s needs.
TAILORING THE AUTOMATED ATTENDANT TO YOUR CUSTOMER’S SITE How external lines are grouped You can divide the external lines into two groups, and connect Lingo to just one group. This isolates Lingo from general calls and makes it available only to subscribers, callers who dial it directly, and callers transferred by the operator. In this case, Lingo functions as a private attendant.
TAILORING THE AUTOMATED ATTENDANT TO YOUR CUSTOMER’S SITE When you consider what external lines to connect to Lingo, keep these factors in mind: Average and peak telephone traffic If peak traffic ties up all Lingo ports with incoming calls, subscribers cannot call in to leave and receive messages. The number of external lines available If the number of external lines is limited, your customer must decide which has priority on incoming calls: the operator, the automated attendant, or voice mail operations.
TAILORING THE AUTOMATED ATTENDANT TO YOUR CUSTOMER’S SITE Deciding how to use the automated attendant Automated attendant option Role of automated attendant Role of operator Notes No automated attendant Not applicable Handles all calls The system does not use fax detection or menu keys.
Completing the System Setup Worksheet There are several additional factors that you and your customer must consider in planning the system setup. Each of the setup tasks is explained in Chapter 4, “Setting up the application.” That chapter explains the decisions your customer must make about the site. As you and the system manager decide how to set up Lingo, note the decisions on the System Setup Worksheet.
System Setup Worksheet Press For this option 4 Initialize the system To do this See page Your setting Select telephone system (four-digit code) 34 Select application method 38 Indicate mailbox extension numbers (for example, 200– 220, 223, 230–242) 40 Indicate extension for operator calls 44 Indicate extension for Operator mailbox 44 Indicate fax extension 46 Set fax notification 47 ❑ On ❑ Off See Appendix B ❑1 ❑2 ❑3 5 System options Change system options 48 6 Technician’s passw
C H A P T E R • 3 Installing the voice messaging system Preparing to install the voice messaging system ............................................................. 20 Telephone system requirements ........................ 22 Preparing the telephone system ........................ 26 Testing the single-line ports ............................... 28 Connecting Lingo to the telephone system .....
Preparing to install the voice messaging system Installing and setting up Lingo are simple tasks because there are no components to install or configure. You simply connect the unit to your customer’s telephone system, plug it in to an electrical outlet, and install the batteries. Choosing a suitable location The most efficient location for Lingo meets the following conditions: • Lingo must be near the main unit of your customer’s telephone system because Lingo is wired directly to it.
PREPARING TO INSTALL THE VOICE MESSAGING SYSTEM Lingo’s power supply Lingo requires electrical power that is free from voltage drops, surges, and related problems. For this reason, avoid connecting Lingo to an outlet on a circuit shared by equipment with large motors—especially motors that stop and start frequently. Circuits shared by refrigerators, heating and cooling equipment, or large photocopiers frequently interfere with the normal operation of telephone and computer systems.
Telephone system requirements Preparing your customer’s telephone system to support Lingo is straightforward. To complete this step, you must know how to program the telephone to work with voice mail. The Telephone System Guide provides some programming details for many telephone systems.
TELEPHONE SYSTEM REQUIREMENTS To work with the voice messaging system, each single-line telephone port must meet two requirements: • • 90 Volt AC ringing, the industry standard. The single-line port must generate this ring signal for Lingo to recognize and answer an “incoming” call. DTMF (touchtone) signals must be passed to Lingo ports through the single-line port. In addition, the telephone system must be able to receive and interpret the DTMF signals that Lingo transmits.
TELEPHONE SYSTEM REQUIREMENTS External modules Some telephone systems use external modules to provide single-line support. The module is a small box or cabinet that mounts on or near the telephone system cabinet. The module connects to and converts one or more electronic key telephone connections to single-line port service. The module’s single lines terminate in standard modular jacks. Lingo ports connect to the telephone system through leads connected to these single-line jacks.
TELEPHONE SYSTEM REQUIREMENTS Call forward to personal greeting When call forwarding is supported, the telephone system automatically forwards calls to Lingo when an extension is busy or unanswered. When the telephone system forwards a call to Lingo, it sends a follow-along ID. This ID identifies the extension the call was forwarded from. When Lingo answers the forwarded call, it hears the followalong ID information, and knows to transfer the call directly to the extension’s voice mailbox.
Preparing the telephone system To prepare the telephone system for Lingo, follow these six steps. Depending on the telephone system you are connecting to, you may need to perform additional steps ❑ Install the hardware. Install the necessary single-line device cards or modules and any special hardware that is needed on the telephone system to make it fully compatible with Lingo. ❑ Program the telephone system. Program the telephone system software to work with Lingo. Procedures vary from system to system.
PREPARING THE TELEPHONE SYSTEM ❑ Install modular jacks for connecting the Wiring a single-line jack Lingo ports. After you have installed the hardware and completed telephone system programming, install standard modular jacks and connect them to the telephone system single-line ports. Through these jacks, you connect the telephone system to Lingo with standard, four-conductor leads. These jacks will also serve as test connection points. The Lingo voice ports use single-line modular RJ-11 jacks.
Testing the single-line ports Perform the following tests before you connect Lingo to the telephone system. These tests ensure that the telephone system single-line ports are functioning properly. You can then quickly isolate and troubleshoot any problems with the Lingo setup. For the tests, you need a standard, single-line, touchtone telephone with a ringer. Where appropriate, repeat these tests for each telephone system single-line port that is used as a Lingo extension.
TESTING THE SINGLE-LINE PORTS ❑ Test for external line access. Use the test telephone to dial an external number. Lingo must be able to access external lines for its message delivery functions. If not, check the telephone system programming. ❑ Test for external line ringing assignments. Use a regular extension to simulate incoming calls. Verify that each external call that you programmed to ring to Lingo rings the test telephone. ❑ Test for hookflash (timed-break recall) transfers.
Connecting Lingo to the telephone system Before connecting Lingo to your telephone system, confirm that the telephone system meets Lingo’s requirements, it is prepared, and it is tested. To connect Lingo to the telephone system 1 Connect each telephone system jack to a Lingo port jack by using a four-conductor lead. If the LEDs do not light at all, change the batteries. If the LEDs remain unlit, contact Technical Support.
C H A P T E R • 4 Setting up the application Accessing the technician’s conversation ........... 32 Special dialing characters ................................... 49 Initializing the system .......................................... 34 Setting Lingo to perform regular maintenance ................................................... 50 Identifying the telephone system ...................... 36 Protecting Lingo’s data ....................................... 52 Choosing how to handle calls ...............
Accessing the technician’s conversation The technician’s conversation is used to set up and maintain Lingo. Through this conversation, you specify the telephone system, identify extensions that will have voice mailboxes, indicate how the automated attendant will work, and set up several other options for your customer. The System Setup Worksheet illustrates the structure of the technician’s conversation. See also System Setup Worksheet ............................ 17 Changing the technician’s password ...
ACCESSING THE TECHNICIAN’S CONVERSATION Logging in with the technician’s password You can access Lingo from any telephone, either on-site or away from it. You identify yourself as the technician by entering a special technician’s password. The technician’s password is initially set to 8324 (TECH on keypads with letters). For the security of your customer’s system, you must change the password regularly by using the technician’s conversation.
Initializing the system You use the system initialization part of the technician’s conversation to indicate the settings that define basic system operations. You must indicate them before moving on to other parts of the conversation. See also System Setup Worksheet ............................ 17 Preparing the telephone system ............... 26 Choosing how to handle calls .................... 38 Creating voice mailboxes ...........................
INITIALIZING THE SYSTEM Warning! • Initializing the system deletes all current settings. The system reminds you of this when you select system initialization (option 4). Before initializing, listen to the system information (option 0) part of the conversation, and note the current settings. • Severe shaking or jarring of Lingo can also result in the loss of custom settings. It is recommended that you initialize Lingo at the customer’s site after you have installed it.
Identifying the telephone system Lingo contains preconfigured parameters for working with many telephone systems. When you identify the telephone system, Lingo uses the default parameters for the specified telephone system to ensure that Lingo performs optimally. See also System Setup Worksheet ............................ 17 Initializing the system ................................
IDENTIFYING THE TELEPHONE SYSTEM Warning! When you initialize the system, all current settings are deleted. The system reminds you of this when you select system initialization (option 4). Before initializing, listen to the system information (option 0) part of the conversation, and note the current settings. To identify the telephone system 1 Access the technician’s conversation. 2 Select action 4 to initialize the system. 3 Press 1 to confirm that you want to initialize.
Choosing how to handle calls Lingo supports three application methods, which tell Lingo how to handle incoming calls. Lingo offers only the application methods supported by your customer’s telephone system. If the telephone system does not support call forwarding to a personal greeting, application method 1 is not offered. Application method Automated attendant used? Call transfer type Note 1 Yes Release Use if the telephone system supports call forwarding.
CHOOSING HOW TO HANDLE CALLS If your customer wants to use the automated attendant and the telephone system supports call forwarding, you usually choose method 1. The exception is when the telephone system supports call forwarding, but the telephone extensions do not. Call forwarding usually requires both the action of the telephone system (to forward the call) and each extension telephone (to say “I’m busy” or “I haven’t been answered”).
Creating voice mailboxes Lingo offers up to 50 subscriber voice mailboxes on a two-port system, and 100 mailboxes on a four-port system. You set up the voice mailboxes in the technician’s conversation by indicating the extension numbers for which mailboxes are being created. The conversation offers to set up a range of mailboxes based on default extension numbers (for example, 100–199). You can accept this default range or specify another range or a series of extension numbers.
CREATING VOICE MAILBOXES Notes • Do not include the operator’s extension number in the extension list if the number is 0, because Lingo creates a special mailbox “0” automatically. If the operator’s extension has a different number, include it on your extension list on the System Setup Worksheet. • Do not include the fax extension in the extension list because it cannot have a voice mailbox. • Lingo prevents the addition of an extension number that duplicates an existing system ID.
CREATING VOICE MAILBOXES To add mailboxes for the default range of extensions 1 Access the system initialization part of the technician’s conversation. 2 After selecting the application method, Lingo offers to create mailboxes based on the default extension range. Press 1 for Yes to add these mailboxes. After a brief pause, the system confirms that the mailboxes have been added. To add a new range of mailboxes 1 Follow step 1 of the preceding procedure.
CREATING VOICE MAILBOXES To add individual mailboxes 1 Follow step 1 and 2 for adding a new range of mailboxes. 2 Enter the extension number of the individual mailbox for the starting extension number, and then press ✳. 3 Enter the same extension number for the ending extension number, and then press ✳. 4 The system asks you to confirm the range. Press 1 to confirm. 5 The system then asks if you would like to add another range. Press 1 to add another range. Repeat until all mailboxes are added.
Identifying the operator’s extension and the Operator mailbox Lingo needs to know the extension number of the operator’s console. The actual extension might be 0 (zero) or another number. In either case, Lingo transfers callers to this extension when: • They press 0 during the opening greeting. • They do not press any digits during the opening greeting. See also System Setup Worksheet ............................ 17 Creating voice mailboxes ........................... 40 Using Lingo’s fax support ......
IDENTIFYING THE OPERATOR’S EXTENSION AND THE OPERATOR MAILBOX You also must indicate the Operator mailbox ID, which may or may not be the same as the extension that operator calls are transferred to. Callers are routed to the Operator mailbox when the operator is busy or unavailable. If the same person answers operator calls and responds to messages in the Operator mailbox, then the Operator mailbox ID needs to be the same as the operator’s extension. Otherwise, they need to be different.
Using Lingo’s fax support Lingo’s fax support requires that you connect your customer’s fax machine to a telephone system extension, not an external line. Lingo needs to know the number of the extension connected to the fax machine. Before accessing the technician’s conversation, note the fax extension on the System Setup Worksheet. If more than one fax machine is connected in a hunt group, use the pilot extension number. See also System Setup Worksheet ............................
USING LINGO’S FAX SUPPORT To identify the fax extension 1 Access the system initialization part of the technician’s conversation. 2 After identifying the operator’s extension, Lingo tells you what the current fax extension is. Press 1 to change it or 2 to use the current setting. 3 Enter the correct extension number, and then press ✳. The system confirms the number.
Setting system options Appendix B, “Changing system options,” describes many system options that affect how Lingo works. As technician, you can change these system options by telephone. Many of these system options affect the way Lingo works with the telephone system. In most cases, you do not need to change any system options related to the telephone system. The default values set for each telephone system are correct for most installation sites.
Special dialing characters Some system options use special characters to control certain functions of the telephone system (for example, pause, hook-switch flash, and disconnect). Because your responses during the technician’s conversation are limited to the keys on the touchtone telephone, press the following digits to indicate the special dialing characters. For example, to change the external line access string (system option 310) to 8 followed by a pause, you press 8#00.
Setting Lingo to perform regular maintenance To ensure optimum performance, Lingo needs to shut down and restart regularly. You can instruct Lingo to automatically shut down and restart once each day by specifying a scheduled maintenance time in the system options part of the technician’s conversation. You need to schedule this maintenance during nonbusiness hours because Lingo is unavailable for several minutes while it is shut down. See also Protecting Lingo’s data ...............................
SETTING LINGO TO PERFORM REGULAR MAINTENANCE To set a scheduled maintenance time 1 Access the technician’s conversation. 2 When asked to select an action, press 5 to change system options. 3 When asked for the system option to change, press 241. 4 Enter the time that you want Lingo to perform maintenance each day. 5 When asked, press 1 for A.M. or 2 for P.M. Lingo confirms the time you have entered.
Protecting Lingo’s data Lingo’s eight AA batteries provide the power to store the voice messaging system’s files during a power outage.
PROTECTING LINGO’S DATA Not all data is saved in the archived database. When the database is restored: To set up database archiving 1 Access the technician’s conversation. • All menu keys are inactive. • All nondefault voice fields are cleared. 2 When asked to select an action, press 5 to change system options. • All mailboxes are reset to new, requiring subscribers to personalize their mailboxes again. 3 When asked for the system option to change, press 240.
Changing the technician’s password The technician’s password identifies you as the technician and gives you access to the technician’s conversation. Because all system setup and maintenance is done in this conversation, it is essential not only that you remember the technician’s password, but also that you prevent others from learning it. See also Accessing the technician’s conversation ........................................... 32 Troubleshooting with the console ..........
CHANGING THE TECHNICIAN’S PASSWORD To change the technician’s password 1 Access the technician’s conversation. 2 When asked to select an action, press 6. 3 Enter a password between four and ten digits, and then press ✳. 4 When asked to confirm the password, reenter the password, followed by ✳. If you forget your password If you change your technician’s password and then forget it, you can reset it to 8324 (TECH) by accessing Lingo through the console.
Learning call progress tones The tones used to identify the status of a call vary from one telephone system to another. These tones include dial tone, busy tone, and ring back tone. Some telephone systems also provide disconnect (or reorder) tone and do-not-disturb tone. For Lingo to correctly handle calls, it must recognize how each of these tones sounds with your telephone system. Lingo learns these tones when you use the learn call progress tones feature.
LEARNING CALL PROGRESS TONES Confirming transfer and recall sequences Analyzing tone delays Different telephone systems vary in the sequences that must be dialed to transfer a caller and to return to a caller if an extension does not answer an attempted transfer. For Lingo to learn tones correctly, it must know the correct dialing sequences for these two functions. Different telephone systems vary in the length of time elapsed before providing a tone, as well as the duration of the tone itself.
LEARNING CALL PROGRESS TONES Tone Analysis Worksheet Task Result Simulate dial tone. 1 2 Go off-hook on a single-line set. Note how long before the dial tone begins. ❑ Dial tone begins immediately. ❑ Dial tone begins after _______ seconds. Adjust system option 570. 3 Note whether you hear dial tone for a minimum of five seconds. ❑ Dial tone lasts five seconds. ❑ Dial tone lasts less than five seconds. Adjust the telephone system programming. Simulate ring back tone.
LEARNING CALL PROGRESS TONES Task Result Simulate disconnect tone. Go off-hook on a single-line set and dial the other extension. 2 Answer the ringing set, and then immediately go on-hook. 3 Note how long before the disconnect tone begins. 1 ❑ Disconnect tone begins immediately. ❑ Disconnect tone begins after _______ seconds. Adjust system option 573. 4 Note whether you hear the disconnect tone for a minimum of five seconds or six tones. ❑ Disconnect tone lasts five seconds or six tones.
LEARNING CALL PROGRESS TONES Adjusting tone delay system options If there is a delay before any of the tones, you must adjust the appropriate system option so that Lingo waits before learning the tone. After you adjust these system options, you can initiate the learn call progress tone tests. To adjust tone delays Conducting the tests to learn call progress tones After completing the Tone Analysis Worksheet and, if necessary, adjusting the tone delays, you can initiate the call progress tone tests.
LEARNING CALL PROGRESS TONES Two modes for testing Mode Advantages and disadvantages Manual The tests must be run on-site, using two extensions. The tests are not affected by telephone system programming. Automatic The tests can be run from off-site. The tests do not work with some telephone system programming, such as call forwarding and camp-on options. You must disable these settings before conducting the tests. The do-not-disturb tone cannot be learned.
LEARNING CALL PROGRESS TONES Using manual mode To use the manual mode, you need access to two telephone extensions of the telephone system. You call Lingo from one extension—the “first telephone”— and the tests use it and the other extension—the “second telephone”— to learn each tone. To use manual mode 1 From the first telephone, access the technician’s conversation. 2 Select action 7 (learn call progress tones). To learn the dial tone Wait while Lingo learns the dial tone.
LEARNING CALL PROGRESS TONES To learn the disconnect tone To learn the do-not-disturb tone 1 When prompted, enter the extension of the second telephone, and then press ✳. Lingo confirms the extension. 1 On the second telephone, activate the do-not-disturb mode. 2 Answer the second telephone when it rings. 3 Wait two seconds. 4 Disconnect the second telephone, and press 1 on the first telephone. 5 Repeat steps 2 through 4 twice, as prompted. 2 On the first telephone, select the do-not-disturb test.
LEARNING CALL PROGRESS TONES Using automatic mode To use automatic mode, you indicate the extensions of the voice mail ports, and Lingo runs each test, informing you as tests begin and end. Notes • Do not use a hunt group pilot extension for the tests. Use the actual voice mail port extensions instead. • Your telephone system may not provide a disconnect tone. If not, Lingo will report that the disconnect tone could not be learned. You can ignore this message.
LEARNING CALL PROGRESS TONES Handling unlearned tones If any of the tones cannot be learned, check the following: • Verify that you have indicated actual extensions, and not a hunt group pilot number. • For automatic mode, verify that you have identified the extensions correctly and that they correspond to the correct port. • For automatic mode, verify that the telephone system does not have call forwarding enabled.
Checking system information In addition to the setup and maintenance tasks you perform through the technician’s conversation, you can also check important information about the system.
CHECKING SYSTEM INFORMATION T i p The System Setup Worksheet indicates all of the current settings. The “Check system information” action lets you confirm the settings listed on your worksheet. To check system information 1 Access the technician’s conversation. 2 When asked to select an action, press 0 to listen to the summary information.
Testing Lingo Now that you have initialized the system, you must test it for proper operation. Use any extension connected to the telephone system to perform the following eight tests: Test Correct result Solution for incorrect result Answering Call the Lingo extension from another extension. Then call Lingo’s telephone number from an external line. Lingo answers on the first ring and plays the opening greeting. • Verify that the telephone system is providing line voltage.
TESTING LINGO Test Port hunting Using two or three people, call Lingo from two or three extensions simultaneously. Have callers hang up during the greeting. Operator transfers Call Lingo. During the greeting, press 0. Disconnect Call Lingo. During the greeting, enter a valid extension number. Let the extension ring. Correct result Solution for incorrect result Each caller reaches Lingo. If the answering test is successful, check the telephone system programming.
TESTING LINGO Test Correct result Solution for incorrect result Message notification Call Lingo. Enter the system manager’s extension. When you are transferred to the voice mailbox, leave a message that is longer than six seconds. If your customer’s telephone system supports message waiting indicators or message delivery to the extension, the extension receives message notification within one minute. • Verify that you have a dialout port by checking system option 130.
TESTING LINGO Test Fax detection Using a second fax machine, send a two-page test document to Lingo. The sending fax machine must be in “automatic” mode so that it begins transmitting a fax tone as soon as Lingo answers. Correct result Solution for incorrect result Lingo recognizes the fax tone from the sending machine and automatically transfers the call to the fax extension. • Verify that you have designated the correct fax extension. • Adjust CNG tones with system options 480 through 492.
Enhancing Lingo’s performance Lingo comes with either two or four hours of available recording space and either two or four ports connected to the telephone system. You can upgrade Lingo to four hours of recording time and to four ports without changing equipment. See also Accessing the technician’s conversation ........................................... 32 Setting system options ...............................
ENHANCING LINGO’S PERFORMANCE To upgrade Lingo to four hours of recording space or four ports 1 Determine the system identification number for the Lingo unit. You can do this in two ways: • Refer to the FCC/UL sticker on the back of Lingo. The serial number is the system identification number. • Access the system options part of the technician’s conversation and select option 600. Lingo gives the system identification number. 2 Contact Active Voice Sales Support and arrange the terms of the upgrade.
C H A P T E R • 5 Training the system manager Training the system manager .............................
Training the system manager You need the following items for system manager training: ❑ Copies of the completed Setup Information Record (in the System Manager’s Guide) and System Options Worksheet (from Appendix B, “Changing system options” of this guide). If you made changes to the call progress settings, you also need a copy of the completed Call Progress Options Worksheet from Appendix B. ❑ The Lingo unit with two voice mailboxes set up for the training session.
TRAINING THE SYSTEM MANAGER ❑ Setup Information Record and System Options Worksheet Review the completed Setup Information Record and the System Options Worksheet with the system manager. Explain key concepts such as personal IDs and valid extension numbers. ❑ Easy message access If the telephone system supports easy message access, explain how to activate it at individual telephones. Let the system manager practice activating easy message access at the demonstration extension.
C H A P T E R • 6 Remote Maintenance Remote Maintenance overview ......................... 80 Conducting a Remote Maintenance session .... 90 Connecting to Lingo by using Direct Connect ............................................... 81 Suspending and resuming a Remote Maintenance session ..................................... 92 Connecting to Lingo with a modem ................. 82 Ending a connection ...........................................
Remote Maintenance overview The Remote Maintenance software allows you to troubleshoot and maintain a customer’s Lingo system from a second, support computer. On the support computer’s monitor, you can see Lingo screens that show how the system was set up through the technician’s and system manager’s conversations.
Connecting to Lingo by using Direct Connect Requirements for connecting by using Direct Connect Lingo Support computer ❑ Serial cable ❑ One available serial port ❑ Null modem adapter ❑ VGA monitor ❑ 9-to-25 pin adapters, as needed for the serial connection ❑ Remote version of Remote Maintenance 6.
Connecting to Lingo with a modem Requirements for connecting with a modem Notes • MS-DOS with no mouse driver installed is the most reliable operating system configuration for the support computer. • If Lingo is accessed sometimes by modem and sometimes by Direct Connect, restart Lingo after connecting and disconnecting the modem. At startup, Lingo looks for a modem and, if none is found, it initializes for Direct Connect.
CONNECTING TO LINGO WITH A MODEM To connect an external modem to Lingo 1 Mount the modem bracket on the wall next to the Lingo. 2 Insert the modem into the bracket, so that the connections face Lingo. 3 Connect the serial cable to the modem and Lingo. 4 Connect the telephone line to the modem and the telephone system. 5 Plug in the modem to an electrical outlet. Warning! Using the wrong transformer damages the modem. Connect only the 9-volt transformer to the modem. 6 Turn on the modem.
Installing the Remote Maintenance software on the support computer Before installing the Remote Maintenance software, make sure the support computer meets the requirements described in the preceding topic. Note Lingo uses version 6.1j of Remote Maintenance. The support computer can use version 6.1j or higher. To install the Remote Maintenance software on the support computer 1 Determine which COM port the modem uses. You supply this information during the installation.
Disabling the mouse You cannot use a mouse on the support computer during Remote Maintenance sessions on Lingo. Disable the mouse by using the following procedure. Note If you installed Q release version Q20272 (Dealer Remote Maintenance 6.1j) on the support computer, Remote Mouse Operation is already set to “No.” The Q release number appears on the disk. To disable the mouse 1 From the Main menu, press F9 to choose “Options Menu.” 2 Press F1 to choose “Hardware Menu.
Getting started on the support computer The remote version of Remote Maintenance is a terminate-and-stay-resident (TSR) program. You must load it into the support computer’s memory before you can use it. You can run other programs on the computer when you are not using Remote Maintenance and access it as needed by pressing a simple key combination. 86 LINGO TECHNICIAN’S GUIDE You do not need to reload Remote Maintenance unless you restart the computer or use the SUNLOAD command.
GETTING STARTED ON THE SUPPORT COMPUTER Actions for loading, unloading, accessing, and exiting Remote Maintenance To do this Place the cursor here Perform this action Load the program The root directory of drive C Type RR. Press ENTER. Access the Main menu Any operating system directory Or Any screen in Remote Maintenance Press ALT+LEFT SHIFT. Exit to the operating system Any screen in Remote Maintenance Press F10 repeatedly.
Setting up the support computer’s phone book Before making a connection, you must create a phone book entry for the support computer. This phone book entry stores information you need to connect to each Lingo site that you support. Overview Information needed to make a connection 1 Set up the default phone book entry. This entry stores the basic communications settings used by the support computer. When you create a new entry, all settings in the default phone book entry are copied to the new entry.
SETTING UP THE SUPPORT COMPUTER’S PHONE BOOK To configure the default phone book entry To create a phone book entry for Lingo 1 From the Main menu, press F2 to choose “Call Menu.” 1 From the Main menu, press F2 to choose “Call Menu.” 2 Press F3 to choose “Phone Book Menu.” 2 Press F3 to choose “Phone Book Menu.” 3 Select “Default” from the Phone Book menu and press F3. 3 Press F1 to begin adding an entry. 4 Press PAGE DOWN to move to the COM port section of the screen.
Conducting a Remote Maintenance session Decide which of the methods below best supports your situation. Then follow the related procedure to make a connection. Three methods for connecting with the host computer Call menu Use this method if you connect to multiple Lingo systems and have configured a separate phone book entry for each. Voice switch Use this method when Lingo’s modem cannot be dialed directly (for example, if an operator must transfer the call to the modem’s extension).
CONDUCTING A REMOTE MAINTENANCE SESSION To call Lingo by using the Voice switch method 1 Using a telephone connected to the support computer, dial the company telephone number for the Lingo system you are connecting with. 2 When you have connected, ask to be transferred to the modem extension and press F7 immediately (do not wait for modem tone) to prepare your computer’s modem to communicate with Lingo’s modem.
Suspending and resuming a Remote Maintenance session Suspending a Remote Maintenance session allows you to use other programs on the support computer without disconnecting from Lingo. For example, during a Remote Maintenance session, you might want to view files on the support computer’s hard drive, and then resume the session. Important points about suspending a session • Always remember to resume a suspended session and properly disconnect from Lingo.
Ending a connection You must disconnect properly from Lingo. If you do not disconnect by using the procedure below, one of the following occurs: • Lingo’s telephone line is not released. • Lingo abruptly restarts. Callers using Lingo are disconnected. To disconnect from Lingo From the Main menu, press F6 to choose “Hangup.
Backing up and restoring Lingo Lingo’s backup utility provides a way to store the entire voice messaging system, including all messages, greetings, and menu keys. This is a complete backup, different from the database archive. It takes as much as two hours to complete at a 14,400-baud rate and requires a support computer connected to the Lingo unit. So you might do complete backups less frequently. See also Protecting Lingo’s data ...............................
BACKING UP AND RESTORING LINGO Overview of tasks for backing up and restoring 1 Access Lingo’s backup utility by using Remote Maintenance. 2 Create a backup phone book entry. 3 Back up Lingo. 4 Restore Lingo. To access Lingo’s backup utility 1 Connect to Lingo using Remote Maintenance. 2 Shut down the voice messaging system and go to Lingo’s command prompt. 3 Disconnect the support computer from Lingo by pressing F6. 4 Exit to the support computer’s command prompt by pressing ESC.
BACKING UP AND RESTORING LINGO To create a backup phone book entry To perform a system backup 1 Access the backup utility. 1 Access the backup utility. 2 From the backup utility’s Main menu, type 3 to select “Configure” and press ENTER. 2 From the backup utility’s Main menu, type 1 to select “Backup System” and press ENTER. 3 The current phone book entry settings appear, and you are asked if you would like to change them. If yes, type Y and press ENTER.
BACKING UP AND RESTORING LINGO To restore a system backup 1 Access the backup utility. 2 From the backup utility’s Main menu, type 2 to select “Restore System” and press ENTER. 3 When prompted, type the complete path of the directory where the backup voice messaging system files are saved on the support computer and press ENTER. 4 When asked to confirm, type Y if the path for the backup directory is correct and press ENTER.
Transferring files You can transfer a copy of a file from Lingo to the support computer during a Remote Maintenance session. The original file remains on Lingo. During most file transfers, Lingo continues to answer calls. However, to transfer or view any of the following files, shut down the voice messaging software and go to the command prompt: • Database files (AV*.* files) • Executable files (*.EXE) • The current day’s REPLOG file (REPLOG.
TRANSFERRING FILES Task overview Setting the file transfer options 1 Set the file transfer options. There are three file transfer options that affect how file transfers are conducted. 2 Change the directory. If necessary, change the directory on the support computer or Lingo. 3 Transfer the files at the File Menu screen. Use the File Menu screen to transfer the files from Lingo to the support computer. File compression Set this option to “Off” because the modem already compresses the files.
TRANSFERRING FILES To set the file transfer options To transfer files 1 From the Main menu, press F3 to view the list of all files. 1 From the Main menu, press F3. 2 Press F2 to choose “File Menu.” 3 Press F8 to choose “Options.” 4 Set each file transfer option as needed by selecting it and pressing THE SPACEBAR. 5 Press F10 to save your changes. To change the directory 1 Place the cursor on the side of the File Menu screen where you want to change the directory. 2 Press F2 to choose “Menu.
TRANSFERRING FILES The File Menu screen is where you initiate file transfers. A B C E D A Local side The left side of the File Menu screen lists the directory and files on the support computer. B Host side The right side of the File Menu screen lists the directory and files on Lingo. C The destination arrow This arrow points to the destination side of the screen. The arrow changes direction depending on the side of the screen where you place the cursor.
Managing files From the File Menu screen, you can do the following tasks for either the support computer or Lingo: • Delete files • View files • Make new directories To delete files 1 At the File Menu screen, place the cursor on the name of the file you want to delete and press ENTER. 2 Press F2 to display the File menu. 3 Press F6 to choose “Delete files.” 4 Follow the on-screen prompts to delete the file. See also Transferring files .........................................
MANAGING FILES To view files To make a directory 1 At the File Menu screen, place the cursor on the name of the file you want to view and press ENTER. 1 At the File Menu screen, place the cursor on the side of the screen where you want to create a new directory. 2 Press F2 to display the File menu. 2 Verify that the drive and directory displayed is where you want to create a new directory. 3 Press F5 to choose “View files.” The contents of the file scroll.
Restarting Lingo remotely At times, you may need to restart Lingo during a Remote Maintenance session. For example, if Lingo is not answering calls, and no one is available to restart Lingo, you can use Remote Maintenance to bring the system back on line. 104 LINGO TECHNICIAN’S GUIDE When you restart Lingo remotely, the Remote Maintenance connection is ended. Wait about two minutes for Lingo to restart before reestablishing a connection.
RESTARTING LINGO REMOTELY To restart Lingo from the support computer 1 Shut down the voice messaging system and go to Lingo’s command prompt. 2 Press ALT+LEFT SHIFT to access the Remote Maintenance Main menu. 3 Press F8 to choose “Support Menu.” 4 Press F3 to choose “Host Reboot.” 5 Type Y and press ENTER to confirm. Lingo restarts and the connection is ended. 6 Press F10 to exit.
Tracking Remote Maintenance sessions with the billing log You can track information about Remote Maintenance sessions by using the billing log feature. The billing log stores the following information about each connection: T i p Since the billing log is a text file, you can import this file into database, spreadsheet, or word processing programs to format or examine the data.
TRACKING REMOTE MAINTENANCE SESSIONS WITH THE BILLING LOG Fields in each billing log record Field Description Operator ID Three alphanumeric characters that identify who conducted the Remote Maintenance session. Name The name of the Lingo system as it appears in the support computer’s phone book entry. Description The field used to keep notes about the session. You can type up to 27 characters. Telephone number Lingo’s telephone number as it appears in the support computer’s phone book entry.
TRACKING REMOTE MAINTENANCE SESSIONS WITH THE BILLING LOG Task overview The following explains the general procedure for tracking Remote Maintenance sessions with the billing log. Refer to the detailed procedures for specific instructions on how to use the billing log. 1 Turn on the billing log. While the billing log is on, a new record is added to the billing log each time you make a connection with Lingo. 2 Update the billing log file when you disconnect from Lingo.
TRACKING REMOTE MAINTENANCE SESSIONS WITH THE BILLING LOG To update the billing log when you end a connection 1 Press F6 to disconnect from Lingo. 2 When prompted, update the “Operator ID,” “Name,” and “Description” fields as needed. To turn off the billing log 1 From the Main menu, press F8 to choose “Support menu.” 2 Press F2 to choose “Billing log.” 3 When you see the message “Billing LOG is Active! Turn it off[Y/N]?” press Y. T i p You can type comments about the session in the “Description” field.
C H A P T E R • 7 Troubleshooting with the console Console overview .............................................. 112 System manager’s screen ................................. 116 Technician’s screen ............................................
Console overview The Lingo screens show all of the settings you have configured through the technician’s and system manager’s conversations. If your customer’s system behaves unexpectedly, it might be easier to identify the reason for the unexpected behavior when you view the entire system configuration. 112 LINGO TECHNICIAN’S GUIDE The Banner screen is the first screen that you see when you access Lingo.
CONSOLE OVERVIEW System status Troubleshooting system settings You find system status information on the first line of the Banner screen. Available ports and port status appear on the left side of the line. The system time, schedule mode, and date are on the right side. To view each of the settings for the site, you log in from the Banner screen. The password that you enter when you log in (the technician’s or system manager’s) determines which screen appears.
CONSOLE OVERVIEW To log in to Lingo 1 From the Banner screen, press F2. 2 Type the technician’s password (initially 8324) to view the technician’s screen, or the system manager’s password (initially 797647) to view the system manager’s screen. T i p If you log in using the technician’s password, you can toggle between the technician’s and system manager’s screens by pressing CTRL+LEFT ARROW and CTRL+RIGHT ARROW.
CONSOLE OVERVIEW Navigating with keys Key Effect F1 Access the Reports menu. F2 From the Banner screen, sign in. From any voice field, display the copy options. F3 Select the port from which you want to establish a local connection. F4 Establish a local connection. F5 Expand the field to enter data. F6 Move from the first field in one section to the first field in the next section. F8 Expands the “Mailbox maintenance” area so you can add mailboxes.
System manager’s screen The system manager’s screen allows you to review and change mailboxes, message groups, greetings and menus, the system schedule, the system manager’s password, operator settings, and fax settings. See also System Manager’s Guide: Maintaining your system 116 LINGO TECHNICIAN’S GUIDE The System Manager’s Guide provides complete information on configuring each of the settings on this screen.
SYSTEM MANAGER’S SCREEN Mailboxes Menus If the system is nearing its storage capacity, you can review the number and length of messages for each subscriber from this section of the system manager’s screen. If a problem occurs with a system menu, it is helpful to view the menu structure from this screen. You can ensure that the menus are linked correctly and that menu keys set up for routing go to the intended mailbox ID.
Technician’s screen The technician’s screen allows you to review and change the telephone system code, operator settings, fax settings, system options, and the technician’s password. You can also instruct Lingo to learn call progress tones. See also Setting up the application ......................... 31 118 LINGO TECHNICIAN’S GUIDE System options One area where viewing the system setup can be very helpful in identifying reasons for unexpected behavior is the system option area.
TECHNICIAN’S SCREEN Call progress options Each time the voice messaging system places a call, it listens for a ring back or busy signal to monitor the progress of the call. If you need to troubleshoot a call progress problem, the call progress section of Appendix B, “Changing system options” gives you a complete list of the options that control this process.
C H A P T E R • 8 Creating system reports Creating system reports ................................... 122 Viewing earlier reports ...................................... 124 Usage reports .................................................... 126 Call log ............................................................... 128 Subscriber report ..............................................
Creating system reports Lingo can provide a lot of information about your customer’s incoming and outgoing telephone calls. Using a computer with a keyboard, monitor, and Remote Maintenance, you can create three different types of reports: • Usage reports • Subscriber reports • Call log Note A fourth report option, “Previous report,” allows you to view or copy reports created earlier, as well as .TXT files such as AUTOEXEC.BAT. See also Viewing earlier reports .............................
CREATING SYSTEM REPORTS To create a report To save a report with a new file name 1 From the technician’s or system manager’s screen, press F1 to access the Reports menu. 1 From the Output menu, select “Copy” and press ENTER. 2 Choose a report from the menu: Usage, Directory, Call log, or Previous report. 3 Indicate any special parameters as prompted, such as subscriber’s name, system ID, or starting and ending date for the report. 4 Select the form of the report; for example, usage graph or table.
Viewing earlier reports The “Previous report” command enables you to view three types of files: • You can display or copy a report you created earlier and saved with a new file name. • You can display or copy other ASCII text files, such as README and AUTOEXEC.BAT files. • You can recreate a Call log for an earlier date, within the number of days specified in system option 220.
VIEWING EARLIER REPORTS To view an earlier report 1 From the Reports menu, select “Previous report” and press ENTER. 2 When prompted, type the file name for the report or text file you want to display and press ENTER. To request a Call log for an earlier date, use the following file name format: REPLOG.. 3 Select the output and press ENTER.
Usage reports Usage reports show you how much Lingo is being used over time. When you create the report, you specify a range of days to be included. You also have the following options: • You can create a Usage report for an individual subscriber, extension ID, system ID, or the entire voice messaging system. • You can format the report as a bar graph or a table. T i p You can create a Usage report that shows message box usage only (calls from outside callers) by creating the report for extension IDs.
USAGE REPORTS Sample subscriber Usage rrepor epor eportt bar graph Sample system Usage rrepor epor eportt bar graph Sample subscriber Usage rrepor epor eportt table CREATING SYSTEM REPORTS 127
Call log The Call log gives you a record of every call Lingo answers, dials, or transfers. You can create the Call log for the entire system, an individual subscriber, or an individual system ID. When you create the Call log, Lingo creates an ASCII file called REPLOG.PRN. 128 LINGO TECHNICIAN’S GUIDE T i p You can transfer the ASCII file to the support computer by using Remote Maintenance and then import the file into a database or spreadsheet program for further analysis.
CALL LOG Each rrecor ecor d in the Call log is divided into fields of data separated by commas.
CALL LOG Field name Description Port Voice messaging system port answering this call Date Date of call in yy/mm/dd format Time Time of call in hh:mm:ss format Length of call Duration of call in seconds Origin Origin of call: A—Answered incoming call/Collision C—Continued (call restarted) D—Dialed out Type of call How call originated: Owner—Call from a subscriber Msgbox—Call for a message box Public—Public call Xfer op—Transfer to operator Xfer id—Operator ID transfer Bad ID—Caller entered an i
CALL LOG Field name Description Status of call Busy—Dial-out reached a busy tone Complete—Call completed successfully Transfer—Caller transferred successfully Locked—Caller ID locked out No answer—Dial-out resulted in no answer No connect—Dial-out resulted in no connection Intercept—Dial-out resulted in intercept tone No ID—Dial-out resulted in answer but no ID No msg—Outside caller hung up Error—Error during call, or ✳✳ pressed Bad ID—Caller entered an invalid ID Bad SC—Subscriber entered an invalid se
Subscriber report The Subscriber report lists each subscriber and shows: • The number of new and old messages. • The total recording time of those messages. • Each subscriber’s personal ID. • Each subscriber’s extension ID. • Whether call transfer is turned on. • Where calls are transferred. 132 LINGO TECHNICIAN’S GUIDE T i p This report can be helpful in troubleshooting a shortage of message space.
A P P E N D I X • A Telephone system codes TELEPHONE SYSTEM CODES 133
Telephone system codes Telephone system Lingo code No switch installed (default parameters) 9999 ATT Legend version 2.1 and later, with integration 1000 ATT Legend version 2.1 and later, without integration 1001 ATT Merlin 2 FP-3 1002 ATT Merlin Legend 1003 ATT Partner II version 3.1 1010 ATT Partner II version 4.0 and later, with integration 1020 ATT Partner II version 4.0 and later, without integration 1021 ATT Partner Plus version 3.1 1030 ATT Partner Plus version 4.
TELEPHONE SYSTEM CODES Telephone system Lingo code Comdial ExecuTech 2000, without integration 1921 Comdial ExecuTech II 22XX, with integration 1930 Comdial ExecuTech II 22XX, without integration 1931 Ericsson BCS 150 AUS 2500 EuroGeneris 2700 Executone IDS/228/108 2800 Fujitsu 9600 M/S 3100 Fujitsu Starlog 3150 Goldstar GDK 3250 Inter-Tel GMX-48 Advanced 3711 Inter-Tel GMX-48 Intermediate 3710 Inter-Tel GMX-152D 3700 Iwatsu ADIX version 4.0 4000 Iwatsu ADIX version 4.
TELEPHONE SYSTEM CODES Telephone system Lingo code NEC NEAX 2000 IVS 4330 NEC Professional II 4350 Nitsuko DS01 4600 Northern Telecom Norstar Centrex, with automated attendant transfer 4901 Northern Telecom Norstar Centrex, with release transfer 4910 Northern Telecom Norstar DR3, with automated attendant transfer 4900 Northern Telecom Norstar DR3, with release transfer 4911 Northern Telecom Norstar DR4, with automated attendant transfer 4912 Northern Telecom Norstar DR4, with release tran
TELEPHONE SYSTEM CODES Telephone system Lingo code Panasonic KX-T308 immediate answer 5313 Panasonic KX-T616 5320 Panasonic KX-T1232 version 1011B 5301 Philips Sopho iS15/25/35 5500 Philips Sopho iS3000, with integration 5510 Philips Sopho iS3000, without integration 5511 Premier ESP 1224 5800 Premier ESP 2460 5810 Prostar 56EX 6100 Prostar 816 6110 Samsung DCS 6350 Siemens 40/80 or 40/96 FP 6400 Siemens 40/96 FP6 6410 Sprint Protégé 32 6700 Sprint Protégé 48 W/BVM 6710 Spri
TELEPHONE SYSTEM CODES Telephone system TIE DS01 Lingo code 7630 TIE Morgan 7620 TIE Onyx 7640 TIE Ultracom 2260 7650 Toshiba DK 8 or DK 16 7930 Toshiba DK 24 Rel 2—high tolerance 7900 Toshiba DK 24 Rel 2—low tolerance 7901 Toshiba DK 56 Rel 2—high tolerance 7910 Toshiba DK 56 Rel 2—low tolerance 7911 Toshiba DK 56 Rel 2, UK—high tolerance 7912 Toshiba DK 96 Rel 2—high tolerance 7920 Toshiba DK 96 Rel 2—low tolerance 7921 Toshiba DK 280 7940 Toshiba Perception e DO1+ 7960 Toshib
A P P E N D I X • B Changing system options System Options Worksheet .............................. 140 Call Progress Options Worksheet .................... 158 System options by option number ..................
System Options Worksheet Use this worksheet to record system option settings at installation. Option name Description Adjustment for automatic gain control Loudness of recording playback. Analog integration Number that identifies the integration in use. Analog integration— Maximum extension length. maximum extension length Analog integration— minimum extension length Minimum extension length.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 260 0–40 in .5 decibel units 12 360 1 = AT&T System 25 Depends on telephone system 2 = TIE DCX or M1000 3 = Iwatsu ZTD 4 = Hitachi HCX 5 = Telrad 24/64 6 = Alcatel Digimat 2000 7 = Lexar 7.
SYSTEM OPTIONS WORKSHEET Option name Description Archive time for Operator mailbox messages Number of days an Operator mailbox message is saved if the operator archives it. Archive time for subscriber messages Number of days a subscriber message is saved if the subscriber archives it. Beginning pause timer Number of seconds Lingo pauses before beginning to record. Busy recall Sequence Lingo dials to return to the external caller if an extension is busy.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 163 0–255 days 14 days 166 0–99 days 14 days 152 1–15 seconds 2–3 seconds 373 0–26 digits (any dialing character; see page 49) Depends on telephone system 350 25–10,000 centiseconds Depends on telephone system 400–590 Your setting Use the Call Progress Options Worksheet.
SYSTEM OPTIONS WORKSHEET Option name Description Delete messages If enabled, offers subscriber the option to delete messages after they have been heard. Dial-out DTMF duration Length of time Lingo plays a touchtone in a dialing sequence. Dial-out pause— comma Length of a pause—represented by a comma (,)—in a dialing sequence. Dial-out pause— semicolon Alternate length of a pause—represented by a semicolon (;)— in a dialing sequence.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 270 On/Off On, if experiencing problems with shortage of message space 342 0–10 centiseconds Depends on telephone system 322 0–3,200 centiseconds Depends on telephone system 323 0–10,000 centiseconds Depends on telephone system 391 On/Off Depends on telephone system 390 On/Off Depends on telephone system 368 On/Off Depends on telephone system 266 0–50 in –1 decibel units 10 341 0–10,000 centiseconds Depends o
SYSTEM OPTIONS WORKSHEET Option name Description F delay time before opening greeting Number of seconds to wait for “follow-along ID” information before beginning the opening greeting message. This option is only applicable to telephone systems that use exact station ID. Fax detect Fax detection. When this option is turned on, Lingo recognizes incoming fax tones and routes the call to a fax machine. Group message ID System ID subscribers use to send messages to numbered groups.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 383 0–9 Depends on telephone system 100 On/Off On 140 Any valid system ID 77 367 1=a 4=d Depends on telephone system 374 Any dialing character; see page 49 &,,,,, (or same as transfer initiate without indicating an extension) 162 0–255 days 0 days 165 0–99 days 0 days 321 0–10,000 centiseconds Depends on telephone system 320 0–10,000 centiseconds Depends on telephone system 960 0–20,000 (0 disables Call log
SYSTEM OPTIONS WORKSHEET Option name Description Mailbox transfer rings Number of rings that Lingo waits before it transfers the call for an individual mailbox. This option allows you to change the number of rings for one subscriber’s mailbox at a time. Mailbox transfer type Transfer type for an individual mailbox. If you select “Await answer” or “Wait ring,” you must specify the number of rings that Lingo waits before it transfers the call.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 171 3–15 rings 170 1 = Release 2 = Await answer 3 = Wait ring 161 0–9,999 seconds 180 seconds 164 0–365 days 60 days 167 0–365 days 60 days 160 0–9,999 seconds 90–300 seconds 333 0–60 minutes Depends on telephone system 331 0–26 digits (any dialing character; see page 49) Depends on telephone system 330 0–26 digits (any dialing character; see page 49) Depends on telephone system 332 0–100 times Depends on te
SYSTEM OPTIONS WORKSHEET Option name Description One-key pause time Number of seconds Lingo waits between touchtones to decide whether to interpret the touchtones as an extension or a menu key. If the pause between touchtones is equal to or greater than this value, Lingo interprets the touchtones as a menu choice. This option applies to touchtones pressed during transaction box greetings. Operator transfer rings Number of rings that Lingo waits before it transfers the call to the Operator mailbox.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 110 0–9 seconds 0, 1, or 2 seconds 191 0–15 rings 6 rings 190 1 = Release 2 = Await answer 3 = Wait ring Depends on telephone system programming 200 On/Off On 310 1–26 digits (any dialing character; see page 49) Depends on telephone system 311 4–10 digits Depends on telephone system 150 1–15 seconds 2–5 seconds Your setting CHANGING SYSTEM OPTIONS 151
SYSTEM OPTIONS WORKSHEET Option name Description Phone trace Do not turn on this option unless asked to do so by Technical Support. Pooled delay Length of time Lingo waits after a ring signal is detected. Port waiting status Whether each port is set to only answer calls, to answer and dial out, to answer and activate message waiting indicators, or to answer and deliver messages. Prompt volume adjustment Controls the volume of system conversation prompts.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 950 0–3 0 380 0–10,000 centiseconds (increments of 10) Depends on telephone system 131 (port 1) 132 (port 2) 133 (port 3) 134 (port 4) 1 = Answer only 2 = Answer and dial out 3 = Answer and activate message waiting indication 4 = Answer and deliver messages 261 –20 to +10 in 1 decibel units. In the conversation, a negative value is assumed unless the number is preceded by a # sign.
SYSTEM OPTIONS WORKSHEET Option name Description Rings to answer on Number of rings before Lingo answers the call. Use zero (0) to activate pooled ringing for telephone systems that cannot hunt. Scheduled maintenance time Time of day that Lingo restarts and, if enabled, archives the database. Silence detection level The level below which voices are detected as silence. Increase this value if recordings are cut short.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 120 0–9 rings 0 or 1 241 Time of day (either 12-hour or 24-hour format) 1:00 A.M.
SYSTEM OPTIONS WORKSHEET Option name Description Troubleshooting diagnostics Do not turn on this option unless asked to do so by Technical Support. Use first names to identify subscribers External callers are offered a subscriber directory by first name (option turned on) or last name (option turned off). Voice mail ports Voice mail port identification. You must specify the actual extension numbers that are connected to Lingo’s ports.
SYSTEM OPTIONS WORKSHEET Option number Valid setting Suggested setting 900 On/Off Off 250 On/Off Off 210 Extension numbers of Lingo’s ports 940 0–3 Your setting 0 CHANGING SYSTEM OPTIONS 157
Call Progress Options Worksheet The following options affect how the voice messaging system interprets tones used for call progress and hang up supervision.
CALL PROGRESS OPTIONS WORKSHEET Option name Option number Fax CNG time-on 1 deviation 485 Fax CNG time-on 2 488 Fax CNG time-on 2 deviation 489 Learn samples—busy tone 562 Learn samples—dial tone 560 Learn samples—disconnect tone 563 Learn samples—do-not-disturb tone 564 Learn samples—ring back tone 561 Minimum cadence deviation for learning call progress tones 585 Minimum continuous tone on-time for learning call progress tones 580 Switch busy cycles 412 Switch busy frequency 1 40
CALL PROGRESS OPTIONS WORKSHEET Option name Option number Switch busy time-off 2 410 Switch busy time-off 2 deviation 411 Switch busy time-on 1 404 Switch busy time-on 1 deviation 405 Switch busy time-on 2 408 Switch busy time-on 2 deviation 409 Switch dial-tone cycles 452 Switch dial-tone frequency 1 440 Switch dial-tone frequency 1 deviation 441 Switch dial-tone frequency 2 442 Switch dial-tone frequency 2 deviation 443 Switch dial-tone time-off 1 446 Switch dial-tone time-off 1
CALL PROGRESS OPTIONS WORKSHEET Option name Option number Switch dial-tone time-on 1 deviation 445 Switch dial-tone time-on 2 448 Switch dial-tone time-on 2 deviation 449 Switch disconnect cycles 432 Switch disconnect frequency 1 420 Switch disconnect frequency 1 deviation 421 Switch disconnect frequency 2 422 Switch disconnect frequency 2 deviation 423 Switch disconnect time-off 1 426 Switch disconnect time-off 1 deviation 427 Switch disconnect time-off 2 430 Switch disconnect time
CALL PROGRESS OPTIONS WORKSHEET Option name Option number Switch do-not-disturb cycles 512 Switch do-not-disturb frequency 1 500 Switch do-not-disturb frequency 1 deviation 501 Switch do-not-disturb frequency 2 502 Switch do-not-disturb frequency 2 deviation 503 Switch do-not-disturb time-off 1 506 Switch do-not-disturb time-off 1 deviation 507 Switch do-not-disturb time-off 2 510 Switch do-not-disturb time-off 2 deviation 511 Switch do-not-disturb time-on 1 504 Switch do-not-disturb
CALL PROGRESS OPTIONS WORKSHEET Option name Option number Switch ring-back frequency 1 460 Switch ring-back frequency 1 deviation 461 Switch ring-back frequency 2 462 Switch ring-back frequency 2 deviation 463 Switch ring-back time-off 1 466 Switch ring-back time-off 1 deviation 467 Switch ring-back time-off 2 470 Switch ring-back time-off 2 deviation 471 Switch ring-back time-on 1 464 Switch ring-back time-on 1 deviation 465 Switch ring-back time-on 2 468 Switch ring-back time-on 2
System options by option number The following list can be used as a crossreference tool to locate a system option by its number. This list includes all system and call progress options.
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 162 Hold time for Operator mailbox messages 163 Archive time for Operator mailbox messages 164 Maximum message life for Operator mailbox messages 165 Hold time for subscriber messages 166 Archive time for subscriber messages 167 Maximum message life for subscriber messages 170 Mailbox transfer type 171 Mailbox transfer rings 180 Mailbox activate message waiting lamp 181 Mailbox lamp on now 190 Operator transfer type 191 Oper
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 230 Date format 240 Database archive activation 241 Scheduled maintenance time 250 Use first names to identify subscribers 260 Adjustment for automatic gain control 261 Prompt volume adjustment 265 Silence detection level 266 DTMF high tone power 267 DTMF low tone power 270 Delete messages 271 Skip Yes/No prompt 310 Outdial access sequence 311 Outdial access trigger length 320 Hookflash timer 321 Hookflash percent time
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 331 Message waiting lamp off 332 Message waiting lamp retries 333 Message waiting lamp interval 340 Off-hook delay 341 DTMF inter-digit delay 342 Dial-out DTMF duration 350 Call analysis delay 355 Release on loop current reversal 360 Analog integration 361 Analog integration—minimum extension length 362 Analog integration—maximum extension length 363 Analog integration—time to wait for first digit 365 RDMR—Direct message r
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 372 Recall 373 Busy recall 374 Hold sequence without transfer 380 Pooled delay 381 Ring-on time 382 Ring-off time 383 F delay time before opening greeting 390 Disconnect detection 391 Dial-tone check at dial-out 393 Delay before dial tone check 394 Extra wait time for dial tone check 400 Switch busy frequency 1 401 Switch busy frequency 1 deviation 402 Switch busy frequency 2 403 Switch busy frequency 2 deviation 404
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 408 Switch busy time-on 2 409 Switch busy time-on 2 deviation 410 Switch busy time-off 2 411 Switch busy time-off 2 deviation 412 Switch busy cycles 420 Switch disconnect frequency 1 421 Switch disconnect frequency 1 deviation 422 Switch disconnect frequency 2 423 Switch disconnect frequency 2 deviation 424 Switch disconnect time-on 1 425 Switch disconnect time-on 1 deviation 426 Switch disconnect time-off 1 427 Switch dis
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 440 Switch dial-tone frequency 1 441 Switch dial-tone frequency 1 deviation 442 Switch dial-tone frequency 2 443 Switch dial-tone frequency 2 deviation 444 Switch dial-tone time-on 1 445 Switch dial-tone time-on 1 deviation 446 Switch dial-tone time-off 1 447 Switch dial-tone time-off 1 deviation 448 Switch dial-tone time-on 2 449 Switch dial-tone time-on 2 deviation 450 Switch dial-tone time-off 2 451 Switch dial-tone time-
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 464 Switch ring-back time-on 1 465 Switch ring-back time-on 1 deviation 466 Switch ring-back time-off 1 467 Switch ring-back time-off 1 deviation 468 Switch ring-back time-on 2 469 Switch ring-back time-on 2 deviation 470 Switch ring-back time-off 2 471 Switch ring-back time-off 2 deviation 472 Switch ring-back cycles 480 Fax CNG frequency 1 481 Fax CNG frequency 1 deviation 482 Fax CNG frequency 2 483 Fax CNG frequency 2
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 488 Fax CNG time-on 2 489 Fax CNG time-on 2 deviation 490 Fax CNG time-off 2 491 Fax CNG time-off 2 deviation 492 Fax CNG cycles 500 Switch do-not-disturb frequency 1 501 Switch do-not-disturb frequency 1 deviation 502 Switch do-not-disturb frequency 2 503 Switch do-not-disturb frequency 2 deviation 504 Switch do-not-disturb time-on 1 505 Switch do-not-disturb time-on 1 deviation 506 Switch do-not-disturb time-off 1 507 Sw
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 512 Switch do-not-disturb cycles 560 Learn samples—dial tone 561 Learn samples—ring back tone 562 Learn samples—busy tone 563 Learn samples—disconnect tone 564 Learn samples—do-not-disturb tone 570 Delay before learning dial tone 571 Delay before learning ring back tone 572 Delay before learning busy tone 573 Delay before learning disconnect tone 574 Delay before learning do-not-disturb tone 580 Minimum continuous tone on-ti
SYSTEM OPTIONS BY OPTION NUMBER Option number Option name 900 Troubleshooting diagnostics 910 Executive trace 920 Database trace 940 Voice trace 950 Phone trace 960 Log size control 174 LINGO TECHNICIAN’S GUIDE
A P P E N D I X • C Troubleshooting system options You may need to change the system options to resolve telephone system problems. This Quick Diagnostic Guide is designed to help you identify the Lingo system option settings that are related to some common telephone system problems. Lingo system options can be changed by telephone or at the Technician’s screen by using Remote Maintenance. Quick Diagnostic Guide ...................................
Quick Diagnostic Guide This guide cross-references some possible unexpected behavior related to Lingo’s system options and suggests possible solutions. Problem description Related option name Option number Suggested action Caller experiences a long delay before hearing a voice on an incoming call. F delay time before opening greeting 383 Decrease the delay time. Caller hears DTMF during attempted transfer. Hookflash timer 320 Increase the setting.
QUICK DIAGNOSTIC GUIDE Problem description Related option name Option number Suggested action Faxes are not received due to inability to detect CNG. Fax detect Fax tone parameters 100 480–492 Set to “On.” Adjust the settings. Lingo is out of recording space.
QUICK DIAGNOSTIC GUIDE Problem description Related option name Option number Suggested action Message waiting lamp is illuminated after message retrieval is complete. Message waiting lamp off 331 Determine the correct system code and change the setting. Message waiting lamp illumination is delayed. Message waiting lamp retries Number of dial-out ports at initialization 332 Decrease the setting to 2 or 1. Increase the number of dial-out ports.
QUICK DIAGNOSTIC GUIDE Problem description Related option name Option number Suggested action Message waiting lamp is not lit by the arrival of a message. Mailbox activate message waiting lamp Message waiting lamp interval Message waiting lamp on 180 Set to “On.” 333 Message waiting lamp retries 332 Increase the setting to 2 or more. Determine the correct system code and change the option. Increase the setting to 2 or more. Port waiting status 131–134 Increase the number of dial-out ports.
QUICK DIAGNOSTIC GUIDE Problem description Related option name Option number Suggested action Subscriber is given insufficient time to finish recording a personal greeting. Maximum person-toperson recording 160 Pause-out timer 150 Increase the setting to not more than 300 seconds. Increase the setting to between five and seven seconds. Subscriber is given insufficient time to leave a message.
QUICK DIAGNOSTIC GUIDE Problem description Related option name Option number Suggested action System times out while a caller is leaving a message. Pause-out timer 150 Silence detection level 265 Increase the setting to between five and seven seconds. Increase the negative decibel units. 60 = lowest 24 = highest Transfer fails due to doubled digit. Dial-out DTMF duration 342 Decrease the duration. Transfer fails due to missed digit. Dial-out DTMF duration 342 Increase the duration.
A P P E N D I X • D TED Utility Using the TED Utility ......................................... 184 TED commands .................................................
Using the TED Utility You can use TED to view and edit files. TED is a full-screen editor for text files of up to 64K in length. It supports scrolling, editing functions (cut, copy, paste, and print), and the entire ASCII character set. 184 LINGO TECHNICIAN’S GUIDE TED configures itself to your monitor, supporting EGA and VGA text modes other than the standard 80 columns by 25 rows. You can enter any character in the ASCII character set by pressing ALT+.
USING THE TED UTILITY To view or edit a file using TED At the command prompt, type TED .. Replace . with the name and extension of the file you wish to view or edit. If you do not specify a file name, TED opens a new file and prompts you for a file name when you select the “Save” or “Exit” command. Warning! If changes are made to any of Lingo’s files, the system will not reboot unless the system’s file list is updated.
TED commands Key Description CTRL+LEFT ARROW View off-screen characters to the left of the screen (up to 248 columns) . CTRL+RIGHT ARROW View off-screen characters to the right of the screen (up to 248 columns) . CTRL+PAGE DOWN Move the cursor to the bottom of the file. CTRL+PAGE UP Move the cursor to the top of the file. DELETE Delete individual characters at the cursor position. Combines adjacent lines into a single line. END Move the cursor to the end of the current screen line.
TED COMMANDS Key Description F7 Save the file and exit TED. F8 Delete to the end of a line (the paste buffer contents are unchanged). F9 Delete the entire line (the paste buffer contents are unchanged). F10 Undo the most recent deletion made by pressing F8 or F9. HOME Move the cursor to the beginning of the current screen line. INSERT Toggle between the insert (the default) and overwrite modes. PAGE DOWN Display the next five rows. PAGE UP Display the preceding five rows.
A P P E N D I X • E Using Lingo’s LED patterns for troubleshooting Normal operation .............................................. 190 Startup sequence ..............................................
Normal operation When Lingo is operating normally, you can determine certain status information by observing the LED patterns on the side of the unit. LED pattern Meaning ❍ (An LED is not lit.) The port is not available. ● (An LED is lit.) The port is available but idle. ❍–● (An LED is flashing.) The port is active (off-hook). ❍–● (All LEDs are flashing, descending from top to bottom.) The recording space is full. ❍–● (All LEDs are flashing, ascending from bottom to top.) System error.
Startup sequence Occasionally Lingo must restart. During the startup process, Lingo goes through several steps to check the status of various parts of the system. As it goes through these steps, you will see three phases of LED activity: • LEDs flash for eight to nine seconds. If any LEDs remain lit after the flashing stops, contact Technical Support. • LEDs remain off for about two seconds. • LEDs again begin flashing, briefly displaying a series of patterns.
STARTUP SEQUENCE LED patterns and corresponding troubleshooting steps Pattern number LED pattern Problem indicated Troubleshooting procedure 0 (LEDs do not flash at all.) Certain utility programs are not found during startup. 1 At the customer’s site, connect directly to Lingo with a terminal emulation program such as PROCOMM. If you are unable to connect, call Technical Support. 2 Attempt to restart Lingo by plugging it in to the power strip. Lingo will exit to the command prompt.
STARTUP SEQUENCE Pattern number LED pattern Problem indicated Troubleshooting procedure 1 ● ❍ ❍ ❍ ROM files do not match the file list. 1 At the customer’s site, connect directly to Lingo with a terminal emulation program such as PROCOMM. If you are unable to connect, call Technical Support. 2 Attempt to restart Lingo by unplugging and plugging it in to the power strip. Lingo will exit to the command prompt. 3 At the command prompt, type VMUTIL CKLIST A:\ and press ENTER.
STARTUP SEQUENCE Pattern number LED pattern Problem indicated Troubleshooting procedure 2 ❍ ● ❍ ❍ CHKDSK reports uncorrectable problems on drive C. Restart Lingo several times. If the LED pattern appears repeatedly, call Technical Support. ● ● ❍ ❍ CHKDSK reports file corruption on drive D. 3 Note Lingo exits the startup procedure and tries to start the Remote Maintenance software. Note Lingo exits the startup procedure and tries to start the Remote Maintenance software.
STARTUP SEQUENCE Pattern number LED pattern Problem indicated Troubleshooting procedure 4 ❍ ❍ ● ❍ One or more files on drive D have a file size or checksum not matching the recorded file size or checksum in FILELIST. Warning! Following the steps below might mask a different problem. Follow the steps below only if you know you have made changes to a file on drive D or have used the TED utility. If you are unsure, call Technical Support before proceeding.
STARTUP SEQUENCE Pattern number LED pattern Problem indicated Troubleshooting procedure 7 ● ● ● ❍ No tests are being performed. Lingo detects a direct connection. Call Technical Support. 8 ❍ ❍ ❍ ● No tests are being performed. Lingo detects a modem. Call Technical Support. 9 ● ❍ ❍ ● The Remote Maintenance software did not start. 1 Unplug Lingo. 2 Turn the modem off and on. 3 Plug in Lingo. 4 Connect directly to Lingo with a terminal emulation program such as PROCOMM.
STARTUP SEQUENCE Pattern number LED pattern Problem indicated Troubleshooting procedure 11 ● ● ❍ ● The DSP firmware did not load correctly. 1 Connect to Lingo with the Remote Maintenance software. 2 At the command prompt, type LOADDSP -V D:\ EVP.BIN and press ENTER. 3 Determine whether an error message is displayed: • If no error messages are displayed, type START_VM and press ENTER. • If an error message is displayed, call Technical Support. 12 ❍ ❍ ● ● DBFIX reported errors.
STARTUP SEQUENCE Pattern number LED pattern Problem indicated Troubleshooting procedure 14 ❍ ● ● ● The voice messaging application did not start, (the file CPS.EXE did not load). 1 Connect to Lingo with the Remote Maintenance software. 2 At the command prompt, type VM INIT and press ENTER. 3 Determine whether an error message is displayed: • If no error message is displayed, type START_VM and press ENTER. • If an error message is displayed, call Technical Support.
Glossary GLOSSARY 199
Glossary A–B C ARCHIVED MESSAGE CALL FORWARDING TO A PERSONAL GREETING Any message a subscriber listens to and then saves for a number of days. You set the number of days that messages are archived. All old or archived messages must be saved each time they are heard or they are deleted. See also new message; old message. The ability of some telephone systems to automatically forward calls to Lingo when an extension is busy or unanswered.
D–G D EXTENSION DAY GREETING The actual telephone number of a telephone in your customer’s system. The greeting that plays during the days and times you have designated as normal business hours. See also night greeting. F DAY MODE FAX DETECT Lingo’s operating mode during normal business hours. You can set up Lingo to function differently during day mode and night mode hours. You define what days of the week and hours of the day are day mode. All other hours are assigned to night mode.
H–N H–L MESSAGE NOTIFICATION HOLIDAY MODE A special schedule mode that overrides the normal schedule. The system manager activates holiday mode and records a holiday greeting in the greetings part of the system manager’s conversation. Lingo’s ability to call subscribers at any telephone number they specify when they have new messages. The system can also activate pagers and message waiting indicators.
O–R O PROMPT OLD MESSAGE A recording that is played at specific places in the system conversation. A message that has been heard, but not deleted or archived. You and the system manager decide how long old messages are saved. See also archived message; new message. PUBLIC MESSAGES Messages collected in the Operator mailbox. The operator screens these messages and routes them to the appropriate subscribers.
S–U S SYSTEM MANAGER SCHEDULE The individual in an organization who sets up and maintains Lingo. The method for determining how calls are handled at different times and/or different days. You can define up to three different schedules for the system. See also day mode; holiday mode; night mode. SYSTEM MANAGER CONVERSATION SECURITY CODE The collection of prerecorded prompts, questions, choices, and menus that the system plays to the system manager to allow the system manager to maintain Lingo.
V–Z V W–Z VOICE MAILBOX WAIT FOR RINGBACK The location where Lingo stores messages. Lingo gives each extension on the telephone system a separate voice mailbox. One of three types of call transfer, in which Lingo waits for an extension to ring a certain number of times before transferring the call. See also await answer; release. VOICE NAME The recorded name of a subscriber. Lingo plays the voice name in prompts that require identification of the source or destination of a message or call.
Index INDEX 207
Index Special characters 1 for Yes, 2 for No, skipping 154 A about the Technician’s Guide 2 AC ringing requirements 23 accessing backup utility 95 Remote Maintenance Main menu 87 Reports menu 115 system manager’s screen 112 technician’s screen 112 activating pooled ringing 154 adding a mailbox at the console 115 by telephone 40, 41, 42, 43 adjusting tone delays 60 aging, call report 142 analog integration 140 analyzing tone delays 57 answering calls about 8 while transferring files 98 answering test 68 a
B–C bar graph, Usage reports 126 batteries about 21, 52 installing 30 training the system manager 76 baud rate 89 billing log characteristics 106 field descriptions 107 file format 106 importing to other applications 106 task overview 108 turning off 109 turning on 108 updating 109 busy recall 140 busy tone learning 62 system option codes 158 testing 58 C call analysis delay 142 call forward to personal greeting.
C–D delay call analysis 142 off-hook 148 when checking voice mail 14 deleting files 102 messages 142 reports 123 deleting files 102 delivering messages 24 dial tone check at dial-out 144 learning 62 system option codes 158 testing 58 dial-out DTMF duration 142 dial-out pause comma 142 semicolon 144 dial-out ports 148 dialing characters 49 dialing sequence, external line 150 Direct Connect about 80 baud rate 89 hardware required 81 modem speed setting 89 modem type 89 requirements 81 voice switch not availa
D–G disconnect tone learning 63 not provided by telephone system 64 system option codes 158 testing 59 do-not-disturb tone learning 63, 64 not learned in automatic mode 63 not provided by telephone system 63 system option codes 158 testing 59 DTMF duration, dialing sequence 142 inter-digit delay 144 signal testing 28 duplicate IDs 41 duties of system manager 6 E earlier reports, viewing 124 easy message access about 25, 26 restoring after power failure 77 training the system manager 77 editing files, TED
H–L H J–K handling calls 8, 15, 38 hang up detection 144 tone 144 hardware Direct Connect 81 telephone system 26 hold sequence without transfer 144 hold time Operator mailbox 144 subscriber messages 144 hookflash percent timer 146 timer 146 transfer testing 29 hookswitch flash, dialing character 49 hunt groups fax support 26 learning call progress tones 64, 65 pooled ringing alternative 154 jacks, telephone 27 I IDs, conflicting 41 importing the Call log to another application 128 incoming ring cycle 1
L–M loss of power 52 loudness of recording playback 140 M mailbox adding, about 40, 41 adding for individuals 43 adding ranges 42 adding, special procedure at console 117 fax extension 41 identifying 40 limits 40 maintenance 116 maximum recording 146 Operator 45 operator’s extension 41 range 40 transfer rings 146 transfer type 146 maintenance scheduled 154 system 50, 51, 52 MAKELIST 98, 185 making new file directories 102, 103 managing files 102 manual mode, learning call progress tones about 60, 62 busy
N–P N P navigating the console 114, 115 notification of messages 24 number of rings to answer on 154 password Remote Maintenance phone book 89 technician’s 33, 54 to log in to console 113 pause, dialing character 49 pause for first digit from switch 140 pause length, setting 142, 144 pause time, one-key 148 pause-out timer 150 PBX incompatibility with modem 82 performing a system backup 96 personal greeting 10 phone book backup utility 96 creating 89 information needed 88 “Login” field 89 password 89 Re
P–R programming extensions 26 telephone system 26 prompt volume adjustment 152 pulse dialing, dialing character 49 Q quick connect, Remote Maintenance 90, 91 R range of mailboxes 42 RDMR 152 recall sequence learning call progress tones 57 system option code 152 recommendations, backing up the system 94 recording loudness 140 recording space subscriber report 132 troubleshooting on system manager’s screen 117 upgrading 72 recording time, mailbox maximum 146 release on loop current reversal 152 releasing
R–S reports (continued) usage, bar graph 126 usage, table 126 viewing data for previous date 123, 124, 125 Reports menu, accessing 115 requirements AC ringing 23, 24 DTMF signaling 23, 24 message notification 24 modem 82 ring signal 23 support computer 82 telephone system 22 voice messaging system 20 responsibilities of system manager 6, 7 restarting the system for modem connection 82 locally 104 remotely 104, 105 restoring a backup 94, 97 resuming a Remote Maintenance session 92 returning to the Banner sc
S–T system identification number 73 system initialization 34, 35 system manager choosing 6 responsibilities 6, 7 training.
T technician’s screen about 118, 119 accessing 112 logging in 113 troubleshooting call progress options 119 troubleshooting system options 118 TED utility 98, 184 telephone system adjusting programming 68 call forwarding 25, 38 capabilities 24 connecting to 8, 12, 26, 27, 30 easy message access 25 fax machine connections 26, 46 features supported 25 hardware 26 identifying 36, 37 installing modular jacks 27 knowledge required 2 preparing 22, 26 programming 26 related system options 48 releasing calls 14 re
T–V training the system manager about 76 archiving the database 77 automated attendant 76 backing up the system 77 batteries 76 call forwarding 77 call transfer 77 easy message access 77 orientation 76 overview 76 power supply 76 Setup Information Record 77 subscriber-to-subscriber message 77 system components 76 System Options Worksheet 77 transfer initiate 154 transfer rings mailbox 146 operator 148 transfer sequence, learning call progress tones 57 transfer testing 29 transfer type mailbox 146 operator
V–Z voice detect opening greeting 150 time to wait for voice 154 voice fields, copying at console 115 voice mail only 9 voice mail ports, identifying 156 voice mailbox.
