Optional Switch Administration for INTUITY AUDIX System Features

At this point in the installation, you have completed the switch administration procedures that are required to integrate the switch with the basic INTUITY AUDIX system. If the INTUITY AUDIX system 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 customer options features of the INTUITY AUDIX System such as Automated Attendant and Night Service to Automated Attendant.

Automated Attendant Administration

Automated attendant is a INTUITY AUDIX system 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 INTUITY AUDIX 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 MultiVantage Software , 555-233-504, Issue 4, 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 INTUITY AUDIX 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 INTUITY AUDIX 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 INTUITY AUDIX 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 INTUITY AUDIX 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 INTUITY AUDIX 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 INTUITY AUDIX system 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 INTUITY AUDIX hunt group extension. The INTUITY AUDIX system 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 INTUITY AUDIX system is busy or unavailable. Administer each INTUITY AUDIX 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 the INTUITY AUDIX system is unavailable, use the attendant console to change the destination of Call Forwarding from the INTUITY AUDIX system to a live attendant—for example, forward calls to LDN. When the INTUITY AUDIX system becomes available, activate forwarding to the INTUITY AUDIX system 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 INTUITY AUDIX

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

To transfer into INTUITY AUDIX:

1. Enter feature access codes.
2. Assign a dial access code to the Transfer Into AUDIX field.
3. Assign the INTUITY AUDIX system 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 the INTUITY AUDIX system, either through a direct call or through call redirection. The announcement is heard when all the INTUITY AUDIX system voice ports are busy and calls start to enter the INTUITY AUDIX 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 MultiVantage Software, 555-233-504, Issue 4.

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