Optional Switch Administration for Messaging Features

At this point in the installation, you have completed the switch administration procedures that are required to integrate the switch with Communication Manager Messaging. If messaging includes additional customer options, you must now perform additional switch administration as outlined in this topic.

This topic is to provide the procedures you need to administer the switch to operate with the messaging customer options features such as Automated Attendant and Night Service to Automated Attendant.

Automated Attendant Administration

Automated attendant is a messaging feature that provides the caller with a menu of options. The caller then can request a department or extension by pressing a touchtone key.

For each main attendant, assign a hunt group with a queue that is equal to the trunks that feed the attendant or assign a new hunt group that forwards calls to the messaging hunt group.

Assign a Station

You can assign a station on the switch for each main attendant. The station requires a physical port on the switch. A physical voice terminal is not required. However, if a voice terminal is not attached to the port, the switch generates a minor alarm.

Use the following procedure to assign a station for a main attendant:

1. Assign a station for the type of available port. See the Administrator's Guide for Avaya Communication Manager, 03-300509 for information on assigning a station.
2. If you are using the automated attendant as an incoming destination for a trunk group, a ssign the station extension as the incoming destination for the incoming call trunk groups that will be served by the automated attendant. If you are not using the automated attendant as an incoming destination for a trunk group, confirm that the Auth Code field is set to n and continue with step 3.
3. From the attendant console or administrative voice terminal, activate Call Forwarding All Calls for the automated attendant extension. Make the destination the messaging hunt group extension.

Assign a Hunt Group

Assign a new hunt group for the automated attendant if there is not a physical port available on the switch for a station. The hunt group forwards calls to the messaging hunt group. Use the following settings to assign a hunt group for the automated attendant.

To assign a hunt group:

1. Enter add hunt group group hunt group number on the switch administration terminal.
2. Set Group Name: to a name that contains the group extension. Use the group extension as all or part of the group name.
3. Set Group Extension: to the automated attendant extension.
4. Set Group Type: to ucd.
5. Leave the Coverage Path field blank.
   
   All calls are forwarded to the messaging hunt group extension.
6. Set the other fields according to the customer requirements.
7. Set Queue? to y.
8. Assign the numbers of all trunks to the hunt group.
9. Click Save.
10. Assign the automated attendant group extension as the incoming destination for incoming call trunk groups served by the automated attendant.

If you are not using the automated attendant as an incoming destination for a trunk group, skip this step and continue with Step 11. Set Auth Code to n.

11. At the attendant console, activate Call Forwarding All Calls for the automated attendant. Set the destination as the messaging hunt group extension.

Night Service to Automated Attendant Administration

You can set up night service to an automated attendant from an incoming trunk or from a Listed Directory Number (LDN).

From an Incoming Trunk

Use the following procedure to set up night service to an automated attendant from an incoming trunk:

1. Assign the night automated attendant extension or hunt group number to the Night Service field on the Trunk Group screen. The night automated attendant receives all incoming calls when you activate night service.
2. Activate Call Forwarding All Calls for the night automated attendant extension or hunt group number. Set the destination as the messaging hunt group extension.

While the console is in day service mode, calls are routed as usual according to the incoming destination on the Trunk Group screen. When the console is placed in night service mode, calls are routed according to the night automated attendant destination identified in the Night Service field.

From a Listed Directory Number (LDN)

Use the following procedure to set up night service to an automated attendant from an LDN:

1. Assign one or more unique extensions on the Listed Directory Numbers (LDN) screen. These extensions cannot exist elsewhere in the switch. For example, assign 5000 as the LDN.
2. For each extension assigned in Step 1, assign a name that includes the night automated attendant extension or hunt group number as part of the name. For example, if the night AA number or hunt group number is 5001, use the name night5001.
3. Assign the messaging hunt group extension in the Night Destination field. From the examples above, this number would be 5001.

When you place the attendant console in day service mode, the LDN acts as usual. When you place the attendant console in night service mode, the system sends calls to the messaging hunt group extension. The messaging software answers calls by using the automated attendant that corresponds to the number in the LDN Name field.

Automated Attendant Substitute Strategies

A substitute for an automated attendant is needed so that calls do not go unanswered when the messaging software is busy or unavailable. Administer each messaging system individually. Consult the appropriate switch documents for details and interactions with other features.

For the automated attendant, you assigned either a station or a hunt group. If you assigned a station, you cannot use a substitute. If you used a hunt group, and messaging is unavailable, use the attendant console to change the destination of Call Forwarding from the messaging system to a live attendant—for example, forward calls to LDN. When messaging becomes available, activate forwarding to the messaging extension. Another option is to change the incoming destination to a recorded announcement while the automated attendant is out of service. See Switch Recorded Announcement below for more information.

Transfer into messaging

This feature allows an attendant or other party to transfer a call sent to coverage back to the messaging system to record a message. If used in a DCS network, assign the same Transfer Into messaging feature access code at each node.

To transfer into messaging:

1. Enter feature access codes.
2. Assign a dial access code to the Transfer Intomessaging field.
3. Assign the messaging hunt group to the coverage path of any system subscriber who wants the feature.

Switch Recorded Announcement

The following procedure is used to provide a recorded announcement at the switch for anyone who accesses messaging, either through a direct call or through call redirection. The announcement is heard when all the messaging system voice ports are busy and calls start to enter the messaging system queue.
 

Note: Announcements must be downloaded from a web server and stored in the Announcements directory.

At the administration terminal, enter change announcements.

On a vacant line, from 1 to 64, set Ext to the extension number. The number must agree with the dial plan.

Set Type to Integrated.


4. Set COR from 0 to 63.

5. Set Name. (You can use up to 15 characters to describe the announcement message.)

6. Set Queue to y.

7. Enter n in the Protect field.
8. If you set the Type field to integrated, enter 16, 32, or 64 in the Rate field to specify the recording speed when recording announcements.
9. Press Enter to save the information and return to the enter command prompt.
10. Enter change hunt-group 59.
11. Enter the extension of the announcement system in the First Ann. Extension field.
12. Enter 5 in the First Announcement Delay (sec) field.
13. Press Enter to save the information and return to the enter command: prompt.
14. Dial the announcement's extension number from the console or from a voice terminal with a console COS.

Switch Multiple Coverage Paths

Multiple coverage paths provide greater flexibility for call-answer treatment. On the Coverage Path screen, specify a second path in the Next Path Number field. You can link the second path to other paths. These paths are displayed in the Linkage field. For more details, see Administrator's Guide for Avaya Communication Manager, 03-300509.

Support for "*" in outcalling dial strings

The outcalling feature alerts subscribers to the presence of new messages by placing calls to them.

CM Messaging supports "*" in the outcalling dial string when used in Communication Manager. For example, *9-303-555-1234.

To enable support for "*" in outcalling dial strings:

1. While configuring Communication Manager, add "*" as a feature access code.
2. Edit the respective changes in the Change Feature Access Code. For example, *9.
3. On the Messaging Administration Web page, click Outcalling Options.
4. Set the Outcalling Active field to Yes.

To test the "*" functionality:

1. Log in to the mailbox of a user using the Telephone User Interface.
2. Press *9. You are in the outcalling menu.
3. Set up the outcalling to be another number.
4. Turn on outcalling for all new messages.
5. Send a message to the subscriber.
6. Check that "*" in outcalling acts as a number.

 

 

 

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