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Using Avaya Site Administration . 1
What's New in this Release. 1
Overview of wizards 3
Saving changes to Avaya Site Administration properties 5
Adding a voice system. 6
Adding a messaging system 6
Adding a Modular Messaging system . 7
Deleting a voice system or messaging system . 8
Deleting a voice system or messaging system . 8
Renaming a voice or messaging system. 9
Viewing or changing a system's properties . 10
Creating command shortcuts. 10
Scheduling a task to run 11
Prerequisites 11
Access . 11
Use. 11
Using the Schedule tab . 12
Running, Scheduling, Aborting, Changing properties, or Deleting a task 12
Understanding the columns 13
Understanding the State column 13
Using the Status pane . 14
Controlling the Status pane 14
Using the Status pane 14
Using the Schedule tab . 15
Running, Scheduling, Aborting, Changing properties, or Deleting a task 15
Understanding the columns 15
Understanding the State column 16
Using the Connection Status tab. 17
Disconnecting from a System. 17
Understanding the columns 17
Using the History tab . 18
Exporting, Printing, or Deleting the History Log . 18
Understanding the columns 18
Improving Grade of Service. 18
Synchronizing the voice system and PC time . 19
Plotting Processor Occupancy or Call Traffic data 20
Viewing voice system hardware configuration 20
Viewing system capacity using Avaya Site Administration . 21
Administering voice systems . 23
Starting GEDI 23
Table of Contents
ii
Starting GEDI from the Task tab 23
Starting GEDI from the Tree tab. 23
Starting Terminal Emulation 24
Disconnecting from a voice or messaging system 24
Voice system components. 24
Role of the administrator . 25
Create a system to stay abreast of employee changes . 26
Require end-user training . 26
Standardize telephone feature configurations 26
Involve end-users in planning for new system and departmental changes 27
Daily administrator tasks . 27
Key fields . 28
Weekly administrator tasks 29
Monthly administrator tasks. 29
Other tasks . 29
Command language and syntax 29
Command components. 29
Command types 30
Command abbreviations. 30
Working with end users . 31
Assessing end-user training needs . 32
Preventing future training problems 32
Preparing end-user training . 33
Delivering end-user training. 35
Communicating with end users . 36
Establish standard communication procedures 36
Identify important information and distribute it to company employees . 36
Voice system components. 37
Understanding the dial plan. 38
Communication Manager dial plans . 38
R10 or earlier dial plans 38
Displaying your dial plan 39
Displaying your dial plan. 39
Displaying your MultiVantage R10 or earlier dial plan 39
Modifying your dial plan. 40
Modifying your dial plan 40
Modifying your R10 or earlier dial plan. 40
Adding extension ranges . 41
Adding extension ranges to your dial plan 41
Adding extension ranges to your R10 or earlier dial plan. 41
Adding feature access codes 42
Adding feature access codes to your dial plan. 42
Table of Contents
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Adding feature access codes to your R10 or earlier systems 42
Changing feature access codes 43
Changing feature access codes for R10 and earlier systems 43
Adding a phone and messaging subscriber 44
Confirming that the phone and mailbox were added 44
Adding new phones . 45
Using station templates to add phones . 45
Adding feature buttons to a phone 46
Adding feature buttons to a new phone 46
Adding feature buttons to an existing phone 46
Adding a fax or modem . 47
Adding an extension without hardware . 47
Adding the extension 47
Setting Up a Voice Mailbox 47
Changing a phone user's information 48
Changing a phone user's information 48
Using an alias . 49
Customizing your phone 50
Upgrading phones . 51
Swapping phones using a wizard 51
Removing a phone or subscriber. 52
Attendant Consoles . 53
Changing attendant consoles . 53
Changing COR values. 54
Changing COS values . 54
Changing feature parameters 55
Creating pickup groups 56
Creating coverage paths . 56
Setting up bridged call appearances . 58
World class routing 59
Adding a new area code or prefix 60
Using ARS to restrict outgoing calls 61
Overriding call restrictions . 62
ARS Partitioning 63
Globally changing voice system data 63
Understanding trunks 64
Preparing to add a trunk 64
Adding trunk groups 65
Setting up night service . 66
How do night service types interact?. 67
What is an announcement?. 67
Adding announcements. 68
Table of Contents
iv
Voice Announcement over LAN (VAL) . 68
Recording announcements 69
Professional or computer recordings 69
Recording new announcements at a computer 70
Deleting announcements. 70
Backing up your announcements 71
What are hunt groups? 71
Setting up hunt groups 72
Setting up a queue 73
Adding hunt group announcements. 74
Call distribution methods . 75
What are vectors?. 76
Writing vectors . 77
Allowing callers to leave a message 78
Example. 78
Inserting a step into a vector . 78
Deleting a step from a vector. 79
Diagnosing a vector problem. 80
Using report scheduler 80
Analyzing report data. 80
Using attendant reports . 81
Using trunk group reports 81
Measuring call center performance . 82
What should I measure?. 82
How many people can use voice system reports? . 82
Viewing Hunt Group Measurements reports . 83
Viewing Hunt Group Performance reports 83
What is a call center? 83
Planning a call center 84
Setting up the call flow. 84
Testing the system. 85
Monitoring your call center 85
Viewing system capacity . 86
Understanding Automatic Call Distribution 86
Enhancing an ACD system 86
Selecting a Call Management System 87
Where to get more information . 88
Understanding the Button Label text template 89
What the $ signs mean. 89
How Avaya Site Administration creates button labels 90
Printing button labels . 91
Frequently Asked Question 91
Table of Contents
v
Creating, changing, or viewing button label text 92
To create button labels . 92
To change button labels . 92
To view button labels 92
Exporting data from a voice system 93
Exporting Call Accounting data into a file 93
Exporting unused port data . 94
Importing data into a voice system 95
Feature-Related System Parameter fields 96
Phone feature buttons (by feature name) 101
Phone feature buttons (by code) . 106
Administering messaging systems 111
Adding a phone and messaging subscriber 111
Confirming that the phone and mailbox were added 111
All other voice mail administration. 112
Security. 112
ASG 112
Assigning and changing administrators. 112
Top 11 tips to help prevent toll fraud . 113
For more information 113
Using Call Detail Recording reports to detect problems 114
Using Security Violations Notification to detect problems . 115
About system security . 115
Troubleshooting 116
ASA connection errors. 116
Access denied . 116
ASG is enabled. 116
ASG is not enabled 116
Busy 117
Cannot initialize serial port 117
Cannot open serial port . 117
Command Timed Out 118
Connection lost 120
Corrupt data received 121
Data is locked 121
Device does not exist 121
General communications error 122
Incorrect device . 122
Incorrect login 122
Invalid password. 122
Modem initialization error 123
Network connection failed . 123
Table of Contents
vi
No carrier 124
No dial tone. 125
No Ports available. 125
Password has expired . 125
Serial port does not exist . 126
Remote reset . 127
Serial port error. 127
Increasing COM port reliability . 127
Decreasing maximum modem connect speed . 127
Serial port is in use 128
Serial port settings could not be found 129
Too many users logged in . 129
Unexpected response from device 129
Unknown response from device 130
Voice system problems . 130
Keeping baseline information 130
Retrieving baseline information . 131
Backing up voice system data. 132
Viewing the system status . 132
Viewing general system operations. 133
Viewing the status of a station. 133
Viewing the status of your cabinets . 133
Viewing changes to the system (history report) 133
Learning to think like a voice system. 134
Diagnosing a problem 135
Solving common phone problems . 136
Diagnosing general trunk problems. 136
Diagnosing modem problems 137
Diagnosing printer troubles 137
Diagnosing password, login, and terminal access problems 137
Solving call center problems 137
Viewing error logs 138
Error report field descriptions 139
Clearing an error 140
Alarm logs. 141
Reading the alarm log . 142
Clearing alarm logs 142
Assigning alarm buttons 142
Table of Contents
vii
Understanding common error types 143
Error type 1 — circuit pack removed 143
Error type 18 — busied out. 143
Error type 513 — equipment "missing". 144
Preventing alarms and errors 145
Turn off maintenance 145
Remove unused circuit packs. 145
DS1 administration . 146
Using features to troubleshoot. 146
Using ACA to identify faulty trunks 147
To use ACA on a G3V2 or older voice system. 147
To use ACA on a G3V3 or newer voice system. 147
Busy Verify 148
To busy-verify a hunt group 149
To busy-verify a trunk . 149
Facility Busy Indication 150
Facility Test Calls. 151
Trunk Identification 152
Glossary 153
Adjunct switch application interface (ASAI) . 153
Basic Call Management System (BCMS) 153
Cabinet . 153
Call Accounting system . 153
Call Detail Recorder 153
Call Management System (CMS) 154
Carriers . 154
Circuit pack . 154
Conversant . 154
Data module . 155
Intuity AUDIX . 155
local exchange carrier (LEC) . 155
System Administration Terminal (SAT) . 155
System administrator . 155
Terminal emulation software . 155
Understanding trunks 156
Contacting Us 156
General Contact Information . 156
Before you call . 157
Technical Support 158
For customers located in the US: . 158
For customers located outside the US . 158
Table of Contents
viii
Contacting us about training 159
For customers located in the US: . 159
For customers located outside the US: 159
Contacting us for documentation. 159
Giving us your feedback 160
Index . 161