Avaya Communication Manager Basic Administration Quick Reference 03-300363 Issue 3 February 2007 Release 4.
© 2007 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. For full legal page information, please see the complete document, Avaya Legal Page for Software Documentation, Document number 03-600758.
Contents 1: Getting started . . . . . . . . . . . . . . . . . . . 7 Overview of Avaya Communication Manager . . . . . . . System running Avaya Communication Manager . . . Telephone types . . . . . . . . . . . . . . . . . . . . . 7 8 9 Accessing your system . . . . . . . . Logging into the system . . . . . Setting the system time and date. Saving changes . . . . . . . . . . Temporary save . . . . . . . . Permanent backup . . . . . . Saving announcements . . . . Logging off the system . . . . . . . . .
Contents Completing the Station screens . . . . . . Using station templates to add telephones Using an alias . . . . . . . . . . . . . . . . Adding or changing feature buttons . . . . . . . . 33 34 36 38 Customizing your telephone . . . . . . . . . . . . . . . . 40 Upgrading telephones . . . . . . . . . . . . . . . . . . . 41 Swapping telephones . . . . . . . . . . . . . . . . . . . . Swapping non-IP telephones . . . . . . . . . . . . . . Swapping IP telephones . . . . . . . . . . . . . . . .
Contents 5: Routing outgoing calls . . . . . . . . . . . . . . World class routing . . . . . . . . . . . . Understanding ARS analysis . . . . . Managing calling privileges . . . . . . Displaying ARS analysis information . . . . 73 74 75 76 Modifying call routing . . . . . . . . . . . . . . . . . . . . Adding a new area code or prefix . . . . . . . . . . . Using ARS to restrict outgoing calls . . . . . . . . . . 76 77 79 Overriding call restrictions . . . . . . . . . . . . . . . . .
Contents 6 Basic Administration Quick Reference
Overview of Avaya Communication Manager starting 1: Getting started This section contains a brief overview of a system running Avaya Communication Manager. It also explains how to log in to your communication system, change the date and time, save changes to the system, and log off. Overview of Avaya Communication Manager Avaya Communication Manager organizes and routes voice, data, image, and video transmissions.
Getting started Figure 1: Sample system running Avaya Communication Manager System Access Terminal SAT Avaya Media Server SO ALM TST ACT SIG EI SM EM SI EO E1/T1 ALM TST ACT OK TO REMOVE EIA 530A DCE ALM TST ACT SHUT DOWN SERVICES USB 1 USB 2 1 2 3 4 5 6 7 8 1 2 3 4 5 6 7 8 ALM TST ACT Avaya Interactive Response (IR) Avaya Media Gateway IP Telephone Printer Server LAN Gateway Printer Basic Call Management BCMS System Printer Workstation AUDIX LAN Workstation CMS P
● System Access Terminal (SAT) — allows remote connection for administration and reports ● Basic Call Management System (BCMS) — collects information and prints reports on call-center performance ● ASAI — allows integration between adjunct computers and systems running Communication Manager ● Call Detail Recording (CDR) — collects, stores, filters, and prints records on calls handled by your system ● Message Manager — access to AUDIX voice processing on a personal computer ● PC with terminal emul
Getting started Accessing your system You need to log in before you can administer your communication system. To log in, you need to know: ● your login and password ● the type of terminal or terminal emulation program that you are using Logging into the system Note: Note: If your system requires Access Security Gateway procedures, see the Administrator Guide for Avaya Communication Manager, for more information. To log in: 1.
Accessing your system 3. Press Enter if you are using the default terminal. Otherwise, enter the terminal type. Press Enter. starting Once you log in, the system displays the word Command. The system is now ready to accept a new command. Setting the system time and date Update the system time and date for events such as leap year or daylight savings time. The correct time and date ensure that records are correct.
Getting started 3. Press Enter to save your changes. 4. Type display time. Press Enter to double check the new date and time. Note: Note: When you change the date or time, some display telephones may not automatically refresh the display. If this happens, have each user press the date/time button on their telephone and the display should update. For more information about setting the date and time on your system, see the Administrator Guide for Avaya Communication Manager.
Accessing your system Note: To determine if your system backs up automatically, type display system-parameters maintenance and see if you have scheduled maintenance. starting Note: When you make large changes, perform a manual backup in case your system loses power before the next backup. To create a backup: 1. Be sure that the backup card or tape is in place. 2. Check the alarms panel and clear any active alarms. 3. Type save translation. Press Enter.
Getting started Saving announcements You can save announcements only if your system has an integrated announcement board and you have administered announcements. For information about Voice Announcements over LAN (VAL) and VAL Manager, see the Avaya Communication Manager Advanced Administration Quick Reference. If you change your recorded announcements and you have a TN750C board, the system automatically saves your changes to the on-board FLASH memory.
Accessing your system 2. Type y. Press Enter to proceed with log off. If you use terminal emulation software to administer the system, you should log off the system and exit the emulation application before alternating or changing to another software package. Issue 3 February 2007 15 starting This screen also indicates whether or not you have any active minor or major alarms that you should address before you end your session.
Getting started 16 Basic Administration Quick Reference
Understanding the dial plan planning 2: Planning the system This section provides you with background on system-wide functions. It explains how to read and use your dial plan, and shows you how to make simple changes such as adding extension ranges. This section also explains how to assign feature access codes. Understanding the dial plan Your dial plan tells your system how to interpret dialed digits.
Planning the system Dial plans with Avaya Communication Manager Communication Manager allows you to create your dial plan using up to thirteen digits. Let us take a look at an example dial plan so you’ll know how to read your system’s dial plan. The following figure shows an example of a simple dial plan. Displaying your dial plan You might want to take this opportunity to look at and interpret your own dial plan. To display your system’s dial plan: 1. Type display dialplan analysis. Press Enter.
Dial plans with Avaya Communication Manager The third Call Type column may have any of the following call types: Attendant (attd) — Defines how users call an attendant. Attd access numbers can be any number from 0 to 9 and only contain one or two digits. In our example figure, the system calls an attendant when users dial 0. If you use the Attendant Access Code field on the Feature Access Code (FAC) screen, you cannot make an “attd” entry here.
Planning the system Note: Before you can use this call type in your dial plan, the ARS/ AAR Dialing Without FAC feature must be enabled. To check if this is enabled, use the display system-parameters customer-options command. Note: When dialing digits of Call Type ars, as soon as the dialed digits have reached the administered length, the digits are treated as if an ARS feature access code (FAC) was dialed.
● Feature Access Codes (fac) — facs can be any number from 1 to 9 and contain up to 4 digits. You can use * or #, but only as a first digit. In our example, this company can use *31 to activate a feature and use #31 to deactivate the same feature. Our example also shows that one fac can be set to 8 (first digit 8, only one digit long).
Planning the system Punctuation Communication Manager allows customers to specify punctuation formats for 6-digit through 13-digit extensions. This table shows how many punctuation marks are allowed for 6 to 13 digit extensions: Note: Note: Punctuation is not allowed on extensions of 5 digits or less.
Dial plans with Avaya Communication Manager Figure 6: Dial Plan Parameters display dialplan parameters Page 1 DIAL PLAN PARAMETERS planning Local Node Number: 2 ETA Node Number: ETA Routing Pattern: UDP Extension Search Order: local-extensions-first EXTENSION DISPLAY FORMATS 6-Digit 7-Digit 8-Digit 9-Digit 10-Digit 11-Digit 12-Digit 13-Digit Extension: Extension: Extension: Extension: Extension: Extension: Extension: Extension: Inter-Location/SAT xx.xx.xx xxx-xxxx xx.xx.xx.
Planning the system Adding extension ranges to your dial plan You may find that as your needs grow you want a new set of extensions. Before you can assign an extension to a telephone, the extension must belong to a range that is defined in the dial plan. Let us add a new set of extensions that start with 8 and are 6 digits long (800000–899999). To add this set of extensions to the dial plan: 1. Type change dialplan analysis. Press Enter. The system displays the Dial Plan Analysis Table screen. 2.
Dial plans with Avaya Communication Manager 3. Type 3 in the first column. 4. Type 2 in the second column. 5. Type fac in the third column. Multi-location dial plans When a customer migrates from a multiple independent node network to a single distributed server whose gateways are distributed across a data network, it may initially appear as if some dial plan functions are no longer available.
Planning the system Prerequisites Before you can administer the Multi-location Dial Plan feature, the Multiple Locations field on the Optional Features screen must be set to y. To check if the Multiple Locations field is set to y: 1. Type display system-parameters customer-options. Press Enter. The system displays the Optional Features screen. 2. Click Next until you see the Multiple Locations field.
Changing feature access codes Many features already have factory-set FACs. You can use these default codes, or you can change them to codes that make more sense to you. However, every FAC must conform to your dial plan and must be unique. For more information about the dial plan, see Understanding the dial plan on page 17. planning If you want to change the feature access code for the Call Park feature to *72: 1. Type change feature-access-codes. Press Enter.
Planning the system 2. Move the cursor to the Call Park Access Code field. 3. Type *72 in the Call Park Access Code field over the old code. 4. Press Enter to save your changes. If you try to enter a code that is assigned to a feature, the system warns you of the duplicate code and does not allow you to proceed until you change one of them. Note: Note: To remove any feature access code, delete the existing FAC and leave the field blank.
Adding new telephones This section explains how to add, swap, or remove the telephones on your system. This section also gives you tips for customizing your own telephone so it has the feature buttons you need for many administration and troubleshooting tasks. Note: This section does not tell you how to administer attendant consoles or IP Softphones. If you need to add or modify an attendant console or an IP Softphone, see the Administrator Guide for Avaya Communication Manager.
Managing telephones Gathering necessary information Gather the following information: 1. Determine whether the telephone is an analog, digital, ISDN, IP, or hybrid set. You need this information to determine the type of port you need, because the port type and telephone type must match. If you do not know what type of telephone you have, see the “Station” section in the Administrator Guide for Avaya Communication Manager, for a list of telephone types and how they should be administered.
Adding new telephones Figure 8: System Configuration screen SYSTEM CONFIGURATION Board Type Code Vintage Assigned Ports u=unassigned t=tti p=psa 01A05 01A06 01B05 DIGITAL LINE ANALOG LINE ANALOG LINE TN754B TN742 TN746B 000002 000010 000008 01C04 ANALOG LINE TN746B 000008 01C05 DIGITAL LINE TN2224 000004 01C06 01C09 01C10 HYBRID LINE MET LINE DIGITAL LINE TN762B TN735 TN754 000004 000005 000004 001V2 001V3 DCP MM ANA MM MM712AP MM711AP HW02 FW005 HW03 FW016 01 01 u u u u 01 u u 02
Managing telephones G350 or G700 Media Gateways: If you want to attach a telephone to the 3rd port on the MM711 media module, the port address is 001V303 (001=number of the G700 Media Gateway, V3=slot, 03=port). Note: Note: If you add several telephones at one time, you may want to print a paper copy of the System Configuration screen. - To print the screen to a printer attached to the system terminal, type list configuration stations print. Press Enter.
Adding new telephones field, see your system installation guide. Now you are ready to configure the system so that it recognizes the new telephone. Completing the Station screens The information that you enter on the Station screen advises the system that the telephone exists and indicates which features you want to enable on the telephone. telephones To access the Station screen for the new telephone: 1. Type add station n, where n is the extension for the new telephone. Press Enter.
Managing telephones 2. Type the model number of the telephone into the Type field. For example, to install a 8411D telephone, type 8411D in the Type field. Note that the displayed fields may change depending on the model you add. 3. Type the port address in the Port field. 4. Type a name to associate with this telephone in the Name field. The name you enter appears on called telephones that have display capabilities.
Adding new telephones 3. Type duplicate station n, where n is the extension that you want to duplicate. Press Enter. The system displays a blank duplicate Station screen (Figure 10: Station screen (duplicate) on page 35).
Managing telephones Using an alias Not every telephone 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 telephone type that the system does not recognize or support, use an alias. For example, you may need to install a telephone model that is newer than your system. In this case, you can use an available model type that best matches the features of your telephone.
Adding new telephones Figure 11: Alias Station screen ALIAS STATION Supported Set Type 2500 2500 _____ _____ _____ _____ _____ _____ _____ _____ _____ telephones Alias Set Type 6220 modem _____ _____ _____ _____ _____ _____ _____ _____ _____ ’#’ indicates previously aliased set type is now native 3. Type 6220 in the Alias Set Type field. This is the name or model of the unsupported telephone. 4. Type 2500 in the Supported Set Type field. This is the name or model of the supported telephone. 5.
Managing telephones Note: Note: If you need to use an alias for a telephone, you may not be able to take advantage of all the features of the new telephone. Adding or changing feature buttons Once you add a telephone to the system, you can use the Station screen to change the settings for the telephone, such as adding or changing feature button assignments. The system allows you to assign features or functionality to each programmable button.
Adding new telephones 4. Type the button name that corresponds to the feature that you want to add. To determine feature button names, press Help or see the Administrator Guide for Avaya Communication Manager. 5. Press Enter to save your changes. Some telephones have default assignments for buttons. For example, the following figure shows that the 8411D includes defaults for 12 softkey buttons. It already has assignments for features like Leave Word Calling and Call Forwarding.
Managing telephones Customizing your telephone This section provides recommendations for setting up or enhancing your personal telephone. You need a telephone that is powerful enough to allow you to use all the features you may give to other employees. You may want to add feature buttons that allow you to monitor or test the system, so that you can troubleshoot the system from your telephone.
Upgrading telephones and one for other employees, you may want to have examples of each of these telephones so you can test new features or options. Once you are satisfied that a change works on the test telephone, you can make the change for all the users in that group. Upgrading telephones telephones If you want to change telephone types for a user and do not need to change locations, you can just access the Station screen for that extension and enter the new model number.
Managing telephones Swapping non-IP telephones To swap one non-IP telephone (phone A) with another non-IP telephone (phone B), you change telephone A’s port assignment to x, change telephone B’s port assignment to A’s old port, and, finally, change the x for telephone A to B’s old port. These swapping instructions work only if the two telephones are the same type (both digital or both analog, etc.).
Removing telephones 5. Record the current port address (01C0516). 6. Type 01C0505 in the Port field. This is the port that used to be assigned to extension 4567. 7. Update the Room and Jack fields. 8. Press Enter to save your changes. 9. Type change station 4575 again. Press Enter. 10. Type 01C0516 in the Port field. telephones This is the port that used to be assigned to extension 4575. 11. Update the Room and Jack fields. 12. Press Enter to save your changes. 13.
Managing telephones 2. Make sure that the telephone: ● is plugged into the jack ● is idle (not making or receiving calls) ● has no messages waiting (message waiting lamp) ● has no active buttons (such as Send All Calls or Call Forwarding) 3. Type list groups-of-extension 1234. Press Enter. The system displays the Extension Group Membership screen. The Extension Group Membership screen shows whether the extension is a member of any groups on the system. 4.
Removing telephones 11. Type remove station 1234. Press Enter. The system displays the Station screen for this telephone so you can verify that you are removing the correct telephone. Note: Note: Be sure to record the port assignment for this jack in case you want to use it again later. 12. If this is the correct telephone, press Enter. If the system responds with an error message, the telephone is busy or still belongs to a group.
Managing telephones 46 Basic Administration Quick Reference
Changing feature parameters 4: Managing 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: 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.
Managing features To change the time limit for parked calls: 1. Type change system-parameters features. Press Enter. The system displays the Feature-Related System Parameters screen (Figure 13: Feature-Related System Parameters screen).
Setting up Abbreviated Dialing Setting up Abbreviated Dialing Abbreviated Dialing is sometimes called speed dialing. Abbreviated Dialing allows you to dial a short code in place of an extension or telephone number. When you dial abbreviated-dialing codes or press abbreviated-dialing buttons, you access stored numbers from special lists. These lists can be personal (your list of numbers), group (a department-wide list), system (a system-wide list), or enhanced numbers (allows for a longer list of numbers).
Managing features Figure 14: Abbreviated Dialing List screen ABBREVIATED DIALING LIST Group List: 3 Size (multiple of 5): ___ Program Ext: _____ DIAL CODE 11: ________________________ 12: ________________________ 13: ________________________ 14: ________________________ 15: ________________________ Privileged? _ 2. Type a number, in multiples of 5, in the Size field. This number defines the number of entries on your dialing list.
Setting up Abbreviated Dialing To give extension 4567 access to the group 3 list: 1. Type change station 4567. Press Enter. The system displays the Station screen for extension 4567. 2. Click Next until you see the Abbreviated Dialing List fields (Figure 15: Station screen on page 51).
Managing features Creating pickup groups A pickup group is a list of extensions where each member of the group can answer the telephone of another member from their own telephone. For example, if you want everyone in the payroll department to be able to answer calls to any payroll extension, in case someone is away from their desk, create a pickup group that contains all of the payroll extensions.
Creating pickup groups Figure 16: Pickup Group screen PICKUP GROUP Group Number: __ GROUP MEMBER ASSIGNMENTS Ext _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ Name 14: 15: 16: 17: 18: 19: 20: 21: 22: 23: 24: 25: Ext _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ _____ Name features 1: 2: 3: 4: 5: 6: 7: 8: 9: 10: 11: 12: 13: 2. Enter the extension of each group member. Up to 50 extensions can belong to one group. 3.
Managing features Setting up call forwarding This section explains how to administer various types of automatic call forwarding. In general, call coverage refers to what happens to incoming calls. To provide call forwarding to your users, assign each extension a Class of Service (COS) that allows call forwarding. Then assign call-forwarding buttons to the user telephones, or give the users the FAC for call forwarding, so that the users can easily forward calls.
Creating coverage paths call the executive, the call can be made only if Call Forward Override is set to y. To determine what extensions have call forwarding activated: 1. Type list call-forwarding. Press Enter. This command lists all the extensions that are forwarded, along with each forwarding number. Note: Note: If you have a V1, V2, or V3 system, you can see if a specific extension is forwarded only by typing status station n, where n is the specific extension.
Managing features The system redirects calls based on certain criteria. For example, you can have a call redirect to coverage without ever ringing on the principal set, or after a certain number of rings, or when one or all call appearances (lines) are busy. You can set coverage differently for internal (inside) and external (outside) calls, and you can define coverage individually for different criteria.
Creating coverage paths 3. 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 telephone, 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 FACs are dialed. 4. Fill in the Point fields with the extensions you want for coverage points.
Managing features Defining time-of-day coverage The Time Of Day Coverage Table screen lets you redirect calls to coverage paths according to the time of day and day of the week when the call arrives. ! Important: You must first define the coverage paths you want to use before you define the time of day coverage plan. Important: As an example, say you want to administer the system so that incoming calls to extension 2054 redirect to a coworker in the office from 8:00 a.m. to 5:30 p.m.
Creating coverage paths 2. To define your coverage plan, enter the time of day and path number for each day of the week and period of time. Enter time in a 24-hour format from the earliest to the latest. For this example, assume that coverage path 1 goes to the coworker, path 2 to the home, and path 3 to voice mail. Define your path for the full 24 hours in a day. If you do not list a coverage path for a period of time, the system does not provide coverage for that time. 3.
Managing features Figure 19: Coverage Answer Group screen COVERAGE ANSWER GROUP Group Number: ____ Group Name: COVERAGE_GROUP_ GROUP MEMBER ASSIGNMENTS Ext Name (first 26 characters) 1: ____ 2: ____ 3: ____ 4: ____ 5: 6: 7: 8: Ext Name (first 26 characters) ____ ____ ____ ____ 2. In the Group Name field, type a name to identify the coverage group. 3. In the Ext field, type the extensions of each group member. 4. Press Enter to save you new group list.
Setting up advanced call coverage Covering calls redirected to an off-site location You can provide coverage for calls that have been redirected to an off-site location (for example, your home). This capability, called Coverage of Calls Redirected Off-Net (CCRON) allows you to redirect calls onto the public network and bring back unanswered calls for further coverage processing.
Managing features Figure 20: System Parameters - Call Coverage/Call Forwarding screen change system-parameters coverage-forwarding page 2 SYSTEM PARAMETERS -- CALL COVERAGE / CALL FORWARDING COVERAGE OF CALLS REDIRECTED OFF-NET (CCRON) Coverage of Calls Redirected Off-Net Enabled? Activate Answer Detection (Preserve SBA) On Final CCRON Cvg Point? Ignore Network Answer Supervision? Disable call classifier for CCRON over ISDN trunks? y y n n 3.
Setting up advanced call coverage With newer systems you may have the option to use the Coverage of Calls Redirected Off-Net feature. If this feature is active and you use an external number in a coverage path, the system can monitor the call to determine whether the external number is busy or does not answer. If necessary, the system can redirect a call to coverage points that follow the external number.
Managing features Figure 21: Remote Call Coverage Table screen REMOTE CALL COVERAGE TABLE 01: 02: 03: 04: 05: 06: 07: 08: 09: 10: 11: 12: 13: 14: 15: 93035381000_____ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ ________________ 16: 17: 18: 19: 20: 21: 22: 23: 24: 25: 26: 27: 28: 29: 30: ________________ ________________ _________
Setting up advanced call coverage Figure 22: Coverage Path screen COVERAGE PATH Coverage Path Number: 2 Hunt after Coverage? n Next Path Number: ____ Linkage: COVERAGE CRITERIA Station/Group Status Active? Busy? Don’t Answer? All? DND/SAC/Goto Cover? Inside Call n y y n y Outside Call n y y Number of Rings: 2 n y COVERAGE POINTS 6. Type r01 in a coverage Point field. In this example, the coverage rings at extension 4101, then redirects to the external number.
Managing features Defining telecommuting coverage Telecommuting access allows users to change their lead-coverage path or call-forwarding destination no matter where they are. You need to set up coverage paths and assign security codes before telecommuting coverage will work. To see if telecommuting coverage is enabled on your system, make sure the Feature Access Code (FAC) screen contains the correct codes. 1. Type display feature-access codes. Press Enter.
Setting up bridged call appearances To allow users remote access to the system: 1. Type change telecommuting-access. Press Enter. 2. Enter the extension that you want remote users to use to access the system. All remote users dial this same extension. 3. Press Enter to save your changes. If the Telecommuting Access Extension is left blank, you disable the feature for all users. SECURITY ALERT: SECURITY ALERT: Invalid extensions and telephone security codes are logged as security violations.
Managing features To create a bridged call appearance: 1. Note the extension of the primary telephone. A call to this telephone lights the button and, if activated, rings at the bridged-to appearance on the secondary telephone. 2. If you want to use a new telephone for the bridged-to extension, duplicate the telephone (see Using station templates to add telephones on page 34). 3. Type change station n, where n is the bridged-to extension. Press Enter.
Setting up bridged call appearances ● If you want all bridged appearances to either ring or not ring, leave the default n. 5. In the Bridge Call Alerting field: ● If you want the bridged appearance to ring when a call arrives at the primary telephone, type y. ● If you do not want the bridged appearance to ring when a call arrives at the primary telephone, leave the default value n. If. . . Then. . .
Managing features Figure 25: Station screen (digital set) STATION SITE DATA Room: Jack: Cable: Floor: Building: _______ _____ _____ _______ _______ ABBREVIATED DIALING List1: ________ BUTTON ASSIGNMENTS 1: brdg-appr Btn: 1: brdg-appr Btn: Headset? n Speaker? n Mounting: d Cord Length: 0 Set Color: ______ List2: _______ Ext: Ext: List3: _______ Ring: Ring: 8. Enter the primary telephone’s button number that you want to assign as the bridged call appearance.
E911 ELIN for IP wired extensions E911 ELIN for IP wired extensions This feature automates the process of assigning an emergency location information number (ELIN) through an IP subnetwork during a 911 emergency call. The ELIN is then sent over CAMA or ISDN PRI trunks to the emergency services network. Users have the ability to move their IP telephones without notifying the administrator.
Managing features 72 Basic Administration Quick Reference
World class routing 5: Routing outgoing calls This section describes how Communication Manager routes outbound calls and how you can modify call routing. It also provides instructions for creating partitions and setting authorization codes. Note: routing This information represents digit analysis information for DEFINITY ECS R7 or later. If you have an earlier version, you will notice somewhat different fields on your screens.
Routing outgoing calls Understanding ARS analysis With ARS, the system routes outgoing calls based on the dialed digits and the calling privileges of the caller. Your system uses an ARS Digit Analysis Table to determine how to handle the dialed digits and uses Class of Restriction (COR) and Facility Restriction Level (FRL) to determine the calling privileges. Let us look at a simple ARS Digit Analysis Table screen (Figure 26: ARS Digit Analysis Table screen on page 74).
World class routing As an example, say a caller places a call to 1 303 233 1000. The system matches the dialed digits with those in the first column of the table. In this example, the dialed string matches the ‘1’. Then the systems matches the length of the entire dialed string (11 digits) to the minimum and maximum length columns. In our example, the 11-digit call that started with 1 follows route pattern 30 as an fnpa (long distance) call.
Routing outgoing calls Displaying ARS analysis information You’ll want to become familiar with how your system currently routes outgoing calls. To display the ARS Digit Analysis Table screen that controls how the system routes calls that begin with 1: 1. Type display ars analysis 1. Press Enter. The system displays the ARS Digit Analysis Table screen for dialed strings that begin with the number 1. Note: Note: The system displays only as many dialed strings as can fit on one screen at a time.
Modifying call routing Adding a new area code or prefix A common task for system administrators is to configure their system to recognize new area codes or prefixes. Note: Note: If your local area code is changing or splitting, call the Communication Manager helpline and have them explain to you all the changes needed to have your system recognize the new area code.
Routing outgoing calls Figure 27: ARS Route Chosen Report screen ARS ROUTE CHOSEN REPORT Partitioned Group Number: Location: 1 Dialed String Min 141 11 Total Max 11 Route Pattern 30 Call Type Node Number fnpa 1 Location all 2. Write down the Total Min, Total Max, Route Pattern, and Call Type values from this screen. In this example, the Total Min is 11, Total Max is 11, Route Pattern is 30, and the Call Type is fnpa. 3. Type change ars analysis 1650 (type 1 and the new area code 650).
Modifying call routing 4. Use the arrow keys to move to a blank Dialed String field. If the dialed string is already defined in your system, the cursor appears in the appropriate Dialed String field, where you can make changes. 5. Type 1650 in the Dialed String field. 6. Type the minimum and maximum values from step 2 in the Total Mn and Total Mx fields. In our example, type 11 in each field. 7. Type the route pattern from step 2 in the Route Pattern field. In our example, type 30. 8.
Routing outgoing calls ! SECURITY ALERT: SECURITY ALERT: To prevent toll fraud, deny calls to countries where you do not do business. The following countries are examples. country code country code Colombia 57 Pakistan 92 Ivory Coast 225 Peru 51 Mali 23 Senegal 221 Nigeria 234 Yemen 967 To prevent callers from placing calls to Colombia (57): 1. Type change ars analysis 01157. Press Enter. You enter 011 (international access) and the country code (57).
Overriding call restrictions Overriding call restrictions You can use authorization codes to enable callers to override the calling privileges of a telephone. For example, you can give a supervisor an authorization code so they can makes calls from a telephone that is usually restricted for these calls. Since each authorization code has its own COR, the system uses the COR assigned to the authorization code (and FRL assigned to the COR) to override the privileges associated with the employee’s telephone.
Routing outgoing calls Figure 29: Authorization Code - COR Mapping screen Authorization Code - COR Mapping NOTE: 2 codes administered. Use 'list' to display all codes. AC COR 9260839 3 2754609 4 ________ __ ________ __ ________ __ AC COR ________ __ ________ __ ________ __ ________ __ ________ __ AC COR ________ __ ________ __ ________ __ ________ __ ________ __ AC COR ________ __ ________ __ ________ __ ________ __ ________ __ AC COR ________ __ ________ __ ________ __ ________ __ ________ __ 2.
ARS Partitioning Before you start 1. Type System Parameters Customer Options. Press Enter. The system displays the Optional Features screen. - Verify that the Tenant Partitioning field is set to y. - Verify that the Time of Day Routing field is set to n. If either of these two fields are not set as explained, contact your Avaya representative. 2. Press Cancel when you are finished.
Routing outgoing calls Figure 30: ARS Route Chosen Report screen ARS ROUTE CHOSEN REPORT Location : Dialed String 1 Partitioned Group Number: 1 Total Min Max 1800_________ 11 Route Pattern 11 Call Type p1___ Node Number fnpa Location _____ all 2. Record the route pattern for the selected dialed string. In our example, the route pattern for 1800 is p1. This indicates that the system uses the Partition Routing Table to determine which route pattern to use for each partition.
ARS Partitioning Figure 31: Partition Routing Table screen Partition Routing Table Routing Patterns Route Index ----1 2 3 4 5 6 7 PGN 1 ----__30 ____ ____ ____ ____ ____ ____ PGN 2 ----__30 ____ ____ ____ ____ ____ ____ PGN 3 ----deny ____ ____ ____ ____ ____ ____ PGN 4 ----____ ____ ____ ____ ____ ____ ____ PGN 5 ----____ ____ ____ ____ ____ ____ ____ PGN 6 ----____ ____ ____ ____ ____ ____ ____ PGN 7 ----____ ____ ____ ____ ____ ____ ____ PGN 8 ----____ ____ ____ ____ ____ ____ ____ 5.
Routing outgoing calls Figure 32: Class of Restriction Information screen CLASS OF RESTRICTION INFORMATION COR COR Description 0 1 2 supervisor telecommuting 3 2. Choose a COR that has not been used. Press Cancel. In our example, select 3. 3. Type change cor 3. Press Enter. The system displays the Class Of Restriction screen (Figure 33: Class of Restriction screen on page 86).
ARS Partitioning 4. Type a name for this COR in the COR Description field. In our example, type lobby. 5. Type 2 in the Partition Group Number field. Note: Note: The Partition Group Number field appears only when Time of Day Routing is n on the Optional Features screen. Otherwise, you specify the partition group number (PGN) on the Time Of Day Routing Plan screen. For information on Time of Day Routing, see the Administrator Guide for Avaya Communication Manager. 6. Press Enter to save your changes.
Routing outgoing calls 88 Basic Administration Quick Reference
6: Enhancing system security This section briefly describes possible security problems you should be aware of and gives you instructions for detecting these problems. Note: If your organization has not yet completed the Service Agreement Indemnity Enhancement Certification, we highly recommend that you call the Security Hotline at the World-class Customer Service Center (1 800 643 2353) and ask how to become certified.
Enhancing system security Preventing toll fraud An important role for every administrator is to manage the security of their telephone system. You need to make every effort to ensure that your telephone 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.
Preventing toll fraud If you are using Remote Access, require the use of barrier codes and/or authorization codes set for maximum length. Change the codes frequently. It is your responsibility to keep your own records regarding who is allowed to use which authorization code. 4. Place protection on systems that prompt callers to input digits. Prevent callers from dialing unintended digit combinations at prompts. Restrict auto attendants and call vectors from allowing access to dial tone. 5.
Enhancing system security 9. Monitor traffic and system activity for abnormal patterns. Activate features that “turn off” access in response to unauthorized access attempts. Use Traffic and Call Detail reports to monitor call activity levels. 10. Educate system users to recognize toll fraud activity and react appropriately. From safely using calling cards to securing voice mailbox password, train your users on how to protect themselves from inadvertent compromises to the system’s security. 11.
Using reports to detect problems 14. Callers misrepresenting themselves as the “phone company,” “AT&T,” “RBOCS,” or even known employees within your company may claim to be testing the lines and ask to be transferred to “900,” “90,” or ask the attendant to do “start 9 release.” This transfer reaches an outside operator, allowing the unauthorized caller to place a long distance or international call. Instruct your users to never transfer these calls.
Enhancing system security Review your call accounting reports or CDR output each day to help detect possible toll fraud.
Using reports to detect problems Security Violations Notification You can administer Security Violations Notification (SVN) so that the system notifies you and provides reports when users enter invalid information.
Enhancing system security 96 Basic Administration Quick Reference
Paper records 7: Keeping records Record keeping plays a vital role in system administration. Your records should provide a current status of what hardware and features are installed on your system. Your records also help you determine which telephone features are available for your users. Whether you are the administrator of a new or existing system, follow your own company policy concerning keeping records. We have included the information below only as a guide.
Keeping records For example, to print a list of extensions that are currently administered on your system, complete the following steps at the command prompt: 1. Type list station print. Press Enter. Note: To print a screen or report to the system printer, end a list or display command with the word schedule. The system then prompts you to select to print immediately or schedule printing.
Paper records ● list extension-type print — prints information for each extension on your system ● list station print — prints information for each extension on your system ● list data print — prints information for each data module on your system ● list type group print — where type can be replaced with hunt, trunk, pickup, and so on. Prints parameters for the specified group.
Keeping records Other information You may find that you want to keep track of information that is not stored on the system and is specific to your company, such as: ● system locations and handles (names) ● groups of extensions you’ve reserved for certain departments or types of lines ● login names and privileges ● customized soft-key assignments Basically, you can track whatever information is appropriate for your company.
Preparing to contact Avaya Preparing to contact Avaya Do you need to call Avaya for additional information or help in solving a problem? If you do, please have the following information handy. This helps the person taking your call find the answer to your question.
Keeping records Notes 102 Basic Administration Quick Reference
Index Index A AAR, see Automatic Alternate Routing (AAR) abbreviated dialing . . . . . . . . . . 49 accessing the system . . . . . . . . . 10 ACTR, see Automatic Customer Telephone Rearrangement (ACTR) adding area codes or prefixes . . . . . . . 77 extension ranges Communication Manager . . . . 24 feature access codes Communication Manager . . . . 24 telephones . . . . . . . . . . . . 29 alias telephones . . . . . . . . . . . 36 announcement board circuit packs . . . 14 announcements, saving . . . . . . .
Index commands, (continued) display system-parameters customer-options . . . 19, 20, display system-parameters maintenance . . . . . . . . display time . . . . . . . . . duplicate station . . . . . . . list ars analysis . . . . . . . . list ars route-chosen . . . . . . list bridge . . . . . . . . . . list call-forwarding . . . . . . . list configuration station print . . list configuration stations . . . . list cor . . . . . . . . . . . list groups-of-extension . . . . list usage extension . . . . . .
Index M modifying dial plans Communication Manager . multi-location dial plans . . . . . . . . 23 . . . . . 25 P partitioning, ARS . . . . . . . passwords . . . . . . . . . permanent backups . . . . . pickup groups . . . . . . . . problems, using reports to detect . . . . . . . . . . . . . . . . 82 . 10 . 12 . 52 . 93 R redirecting calls to an off-site location . . 61 remote access to the system . . . . . . 67 removing telephones . . . . . . . . . 43 reports Call Detail Recording (CDR) . . . .
Index temporary changes . . . . . . . . . . 12 Terminal Translation Initialization (TTI) . 42 terminal type . . . . . . . . . . . . 10 time, system . . . . . . . . . . . . 11 time-of-day coverage path . . . . . . . 58 toll fraud . . . . . . . . . . . . . . 90 translations backups . . . . . . . . . . . . . 13 saving . . . . . . . . . . . . . 13 Trunk Access Codes (tac) . . . . . . . 20 TTI, see Terminal Translation Initialization (TTI) U upgrading telephones . . . . . . . . .
