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FAX Messaging

Overview of FAX Messaging

This section explains how to administer and maintain the Intuity AUDIX system for the FAX Messaging feature. Topics include:

Determining FAX Messaging Installation Type

There are two types of FAX Messaging Installations:
 
Standard FAX Messaging, described in this section,
Which supports:
  • Local addressing
  • 10-digit addressing
  • Intuity AUDIX telephone interface, Aria on Intuity telephone interface, and Message Manager graphical interface
  • Fax prefix specific to your company (required)
But does not support:
  • Addressing to telephone numbers of more than 10 digits
Fax Extended Dialing, new with Release 5.1 of Intuity AUDIX and described in Fax Extended Dialing,
Which supports:
  • Local addressing
  • Addressing up to 23 digits
  • Intuity AUDIX telephone interface
  • **5 addressing shortcut (required)
  • Message Manager 4.6 and later
But does not support:
  • Aria on Intuity telephone interface

Both types of installation can function on a system at the same time. Depending on your situation, you can choose either one or both types of installation. To determine which FAX Messaging installation type is appropriate, consider which interfaces subscribers use and what type of addressing is required for sending faxes:


 
If subscribers use these interfaces:
And subscribers need to address or print faxes to the following types of numbers:
Then perform this installation type:
Intuity AUDIX telephone interface
Aria on Intuity telephone interface
Message Manager Release 4.5.6 or earlier
intracompany
local
10-digit
Intuity AUDIX telephone interface
Aria on Intuity telephone interface
Message Manager Release 4.5.6 or earlier
intracompany
local
10-digit
more than 10 digits
Intuity AUDIX telephone interface
Message Manager Release 4.6 or later
intracompany
local
10-digit
more than 10 digits

Administering Intuity AUDIX for FAX Messaging

To administer the fax feature, you need to administer the Intuity AUDIX system for fax send-and-receive capabilities. This involves:

This section describes each of these tasks.

Verifying That Fax Capability Is Turned On

First check your Intuity AUDIX system and make sure that the FAX Messaging package has been turned on. FAX Messaging is an optional feature and must be purchased independently from the basic messaging application.

Core voice messaging capabilities are a prerequisite for FAX Messaging; fax capabilities are not available as a stand-alone application. AMIS analog networking is required for FAX Messaging to work and is a standard feature of the Intuity AUDIX system.

To verify that FAX Messaging is turned on for your Intuity AUDIX platform:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. Feature Options

    The system displays the Feature Options Window.

  2. Verify that the Fax field is set to ON.
  3. If the Fax field is OFF and you purchased the FAX Messaging feature, call the support center to request that FAX Messaging be turned on for your Intuity AUDIX platform.
  4. Press F1 (Acknowledge Message) then press F6 (Cancel) to return to the Avaya Intuity Main Menu.

Enabling AMIS Analog Networking

AMIS analog networking is turned on at the factory. However, you must administer your system to enable it to take advantage of the AMIS analog networking functionality.

To enable AMIS analog networking:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change system analog

    3. The system displays the Change System Parameters Analog Network Screen.

  3. Enter y in the following fields:
    AMIS Analog Networking Incoming Allowed?
    AMIS Analog Networking Outgoing Allowed?


    4.  

    Note: If you are using only AMIS analog networking for the delivery of fax messages, AMIS Analog Networking Incoming Allowed? can be set to n (no).

  4. Press F3 (Enter) to save the information in the system database.
  5. Enter exit or another administrative command at the enter command: prompt.


    6.  

    Note: The system changes you made to this screen do not take effect until you restart the AUDIX system.

Enabling FAX Messaging for Remote Digital Machines (Optional)

Digital networking can transmit voice, fax, email, and combined voice/fax/email messages. However, the fax delivery prefixes you administer when setting up the AMIS analog networking machines are not used to send fax messages over the digital network. Digital networking is not used when analog functionality is required, such as when printing a fax message. Fax messages are printed via AMIS analog networking call delivery.

If a remote digital machine has fax capabilities and if your subscribers exchange faxes with it, complete the procedure below to give your local machine the ability to send fax messages to the remote machine.


 

Note: When you are designing your Avaya Intuity fax delivery system, note any digital networking prefixes that you have administered or might require. Remember that the digital networking machines, Avaya Intuity fax delivery machines, and AMIS analog networking machines cannot have overlapping prefixes.

  1. Start at the Avaya Intuity Main Menu and select: 

    2.  Networking Administration
    	Remote Machine Administration
    		Digital Network Machine Administration

    The system displays the Digital Network Machine Administration Window.

  2. In the Machine Name: field, enter the name of the remote machine you want to enable for FAX Messaging, or press F2 (Choices) to select from a list of remote machines.
  3. Press the TAB key to move to the Send Multimedia Messages? field and type y in the field.
  4. Press F2 (Add) to update the information in the system database.
  5. Press F6 (Cancel) repeatedly to return to the Avaya Intuity Main Menu.

Enabling fax message delivery with the Digital Network Machine Administration window gives the local machine the ability to send fax messages to the remote machine. It does not enable the remote machine to receive fax messages. If the remote system is not fax enabled or is not fax capable (for example, if the remote machine is a version 1 or 2 Avaya Intuity system), faxes sent from your local machine will fail.

An attempted transmission will also fail if the subscriber receiving the fax or voice/fax message is not fax enabled, as described in Enabling FAX Messaging on an Individual Basis.

Administering Outcalling for Fax Call Delivery

The FAX Messaging feature uses outcalling to deliver a fax message sent by a subscriber. In some cases, it also uses outcalling to print a fax message received by a subscriber. If outcalling is not already administered on your Intuity AUDIX system, complete the procedure in this section.


 

Security Risk!
Allowing the use of outcalling before it is properly administered can lead to toll fraud. You are responsible for administering your Avaya messaging system to prevent unauthorized usage. In particular, you should administer your system to block 900 and 01411 numbers. For detailed information, see System Security.

Setting the Outcalling Schedule

If you have already administered outcalling, you might need to change the start and end times for outcalling to allow fax messages to be transmitted and received around the clock or during other specified times. Fax messages are transmitted only during the times allotted for outcalling.

Setting the Retry Increments

If all the outcalling ports are busy, the system retries in one minute. If an outcalling port is available, but for some reason the system cannot deliver the message, the system makes additional attempts. The time between attempts is set in the Rescheduling Increments For Unsuccessful Message Delivery field on page 3 of the System Parameters Features screen. See Checking Message Delivery Increments (Retry Schedule) to change this setting.

Enabling Additional Ports for Fax Call Delivery Traffic

The Intuity AUDIX FAX Messaging feature relies on call delivery. Therefore, enabling FAX Messaging requires additional outgoing ports to handle the increased call delivery traffic that results from transmitting fax messages for printing. Each time a subscriber sends a fax message out for printing, the Intuity AUDIX system uses an outgoing voice port. This is true whether the fax message goes to a fax machine, a fax modem on a personal computer, or a fax port on a LAN server.

Avaya Professional Services can help you estimate port usage, based on the typical call traffic on your system. This involves obtaining a Feature Daily Traffic Report from you to determine the maximum average ports in use for your system. From this, your grade of service (GOS) during the busiest hour and the number of ports required to support this amount of traffic can be calculated. Avaya recommends a GOS of 0.05. See Feature Daily Traffic Report for information on running the report.

FAX Messaging Concepts also provides information on planning system usage and traffic volume and how they impact ports.

Changing the Outcalling Settings

To change the outcalling settings for FAX Messaging:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change system outcalling

    3. The system displays the Change System-Parameters Outcalling Screen.

  3. Enter the following information:
  4. Press F3 (Enter) to save the information in the system database.
  5. Enter exit or another administrative command at the enter command: prompt.


    6.  

    Note: The system changes you made in this screen do not take effect until you stop and restart the AUDIX system.

Administering the Avaya Intuity Platform for FAX Messaging

Once you have administered the Intuity AUDIX system for FAX Messaging, you must administer the Avaya Intuity platform. This involves:

The local machine is the Intuity AUDIX system that you are installing. All other machines, including fax call delivery machines, are referred to as remote machines. Fax call delivery machines can be administered on an individual basis, or you can administer a single remote machine profile with multiple fax destination endpoint extension ranges. The AUDIX application sends the fax to any destination that falls within the administered range.

The Intuity AUDIX system uses the AMIS analog networking call delivery feature to:

To make fax printing work, you must set up at least one AMIS analog networking call delivery machine. The AUDIX system uses the AMIS analog networking designation to recognize the machine's assigned extensions or telephone numbers as a fax print destination.

You do not need to administer fax call delivery for subscribers to transmit faxes to local or remote Avaya Intuity systems or to a digitally networked location that stores the fax in the addressed subscriber's mailbox for retrieval. Instead, subscribers can address their fax or voice/fax message as they would a voice-only message to a local subscriber or to a remote subscriber in a digital network. However, the system must use Avaya Intuity fax call delivery to:

A typical system has three fax call delivery machines, machines that prints faxes for each of the following:

Preparing and Administering a Local Fax Call Delivery Machine

This procedure is only for sites that print all faxes inside a PBX. If your site will be printing faxes to machines outside your PBX with extension ranges of more than 5 digits, see Adding a Fax Call Delivery Machine; Outside a PBX to 7+ Digit Extensions for the procedure.

For each call delivery machine, you must perform the following tasks:

Before You Begin

Before starting this procedure, you need the following information:

Adding a Fax Call Delivery Machine; Within a Building (PBX) to Extensions of 3, 4, or 5 Digits

To add a fax-dedicated call delivery machine for local delivery only:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. Networking Administration
    	Remote Machine Administration
    		AMIS Analog Machine Administration

    The system displays the AMIS Analog Machine Administration Window.

  2. Enter the following information:
  3. When you finish entering information for this remote machine, press F8 (Chg-Keys) and then press F2 (Add) to enter the information into the system.
  4. Press F8 (Chg-Keys) again to return to the former key set.

    5. The system saves the information and the cursor returns to the Machine Name: field. The system displays the following message:

    Machine Added, Enter Machine Name, use <CHOICES> for list.

  5. For each call delivery machine you plan to administer, repeat Step 2 to Step 4.


    6.  

    Note: To enter information for another call delivery machine, type the next remote machine name over the previous name. When you press the TAB key to move the cursor to the next field, the information for the previous machine is cleared from the screen.

  6. When you finish adding call delivery machines, press F6 (Cancel) to return to the AUDIX Command Prompt Screen and then continue with the next procedure, Administering a Fax Call Delivery Machine Profile for a Fax Delivery Site with Extensions of 3, 4, or 5 Digits.
Administering a Fax Call Delivery Machine Profile for a Fax Delivery Site with Extensions of 3, 4, or 5 Digits

Now that you have added a fax-dedicated call delivery machine, you need to establish the extension ranges and prefixes that identify this call delivery machine as a fax print destination endpoint. The prefix, combined with the extension, comprise a template number that tells the Avaya Intuity system which dial string to use and which additional digits the subscriber must enter.

To administer the machine profile for fax-dedicated call delivery machine for local delivery only:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change machine machine_name where machine_name is the name of the call delivery machine you just created.

    3. The system displays the Machine Profile Screen, Page 1.

  3. Enter the following information:
  4. Press F7 (NextPage).

    5. The system displays the Machine Profile Screen, Page 2.

  5. Enter y in the Send to Non-Administered Recipients? field.
  6. Enter the callback number corresponding to the default "Welcome to AUDIX" system extension in the Callback Number: field. See Before You Begin for more information.
  7. Press F3 (Enter) to save the information in the system database.

    8. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  8. Continue with the next procedure, Administering the Fax Print Destination Prefix.
Administering the Fax Print Destination Prefix

The fax print destination prefix identifies specific fax call delivery endpoints. This prefix is then prepended to the telephone number supplied by subscribers when they print their fax messages. Use the fax print destination prefix only where you want subscribers to print via one call delivery machine or to a limited range of addresses. The fax print destination prefix is not usually used except where all traffic is local.

A system administered to automatically provide a print prefix reduces the number of digits that subscribers must enter to print fax messages stored in their mailboxes to a local, default fax machine. However, destinations that are addresses and not fax print requests still require the subscriber to enter a prefix. For example, if a subscriber wants to forward a fax message to a recipient who is not fax enabled, that subscriber must enter a prefix.

The fax print destination prefix is used for the three fax printing methods:

To administer the fax print destination prefix:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change system features

    3. The system displays the System-Parameters Features screen.

  3. Press F7 (NextPage).

    4. The system displays System-Parameters Features Screen, Page 2.


     

    Note: For the Aria User Interface on Intuity, use the fax addressing prefix: 32937 (FAXES).

  4. Use the TAB key to move to the Fax Print Destination Prefix: field. Enter the same prefix that you entered in the Prefix field on the Machine Profile Screen, Page 1.
  5. Press F3 (Enter) to save this information to the system database.

    6. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  6. Continue with Administering Subscribers for FAX Messaging or type exit to return to the Avaya Intuity Main Menu.

    7. Subscribers can now print faxes to their local fax machines by dialing an extension of 3, 4, or 5 digits that corresponds to the fax machine of their choice. The AUDIX system dials the remaining numbers for them. Subscribers can also set a default fax print number through their telephones. Having done so, they need to press only one number to print faxes.

    When subscribers try to set their default fax machine, they must enter the fax print destination prefix as part of the destination fax number. If they do not do this, they hear an "invalid entry" voice prompt. Be sure to provide subscribers with the prefix information that they need.

Preparing and Administering a Fax Call Delivery Machine for Delivering Outside the Local PBX

For each call delivery machine, you must perform the following tasks:

Before You Begin

Before starting this procedure you need the following information:

Adding a Fax Call Delivery Machine; Outside a PBX to 7+ Digit Extensions

To add a fax-dedicated call delivery machine:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. Networking Administration
    	Remote Machine Administration
    		AMIS Analog Machine Administration

    The system displays the AMIS Analog Machine Administration Window.

  2. Complete the fields in this window using the information provided in the table for Field Definitions: AMIS Analog Machine Administration Window.
  3. When you finish entering information for a remote machine, press F8 (Chg-Keys) and then press F2 (Add) to enter the information into the system.
  4. Press F8 (Chg-Keys) again to return to the former key set.

    5. The system saves the information and the cursor returns to the Machine Name: field. The system displays the following message:

    Machine Added, Enter Machine Name, use <CHOICES> for list.

  5. For each call delivery machine you plan to administer, repeat Step 2 to Step 4.


    6.  

    Note: To enter information for another call delivery machine, enter the next remote machine name over the previous name. When you press the TAB key to move the cursor to the next field, the information for the previous machine is cleared from the screen.

  6. When you finish adding call delivery machines, press F6 (Cancel) to return to the AUDIX Command Prompt Screen and then continue with the next procedure, Administering a Fax Call Delivery Machine Profile for a 7+ Digit Fax Delivery Site.
Administering a Fax Call Delivery Machine Profile for a 7+ Digit Fax Delivery Site

Now that you have added a fax-dedicated call delivery machine, you need to establish the extension ranges and prefixes that identify this call delivery machine as a fax print destination endpoint. A prefix is a number that subscribers must enter to send a fax to a fax endpoint. The prefix, combined with the extension, comprise a template number that tells the Avaya Intuity system which dial string to use and what additional digits the subscriber must enter.

To administer the machine profile for fax-dedicated call delivery machine for 7+ digit fax delivery:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change machine machine_name, where machine_name is the name of the call delivery machine you just created.


    3.  

    Tip: You can use the list machines command to display a list of all machines administered on the system.

    The system displays the Machine Profile Screen, Page 1.

  3. Complete the fields on this screen using the information provided in the table for Field Definitions: Machine Profile Screen, Page 1.
  4. Press F7 (NextPage).

    5. The system displays Machine Profile Screen, Page 2.

  5. Complete the fields on this screen using the information provided in the table for Field Definitions: Machine Profile Screen, Page 2.
  6. When you finish entering fax call delivery machine information, press F3 (Enter) to save the information in the system database.

    7. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  7. Continue with Administering Subscribers for FAX Messaging or type exit to return to the Avaya Intuity Main Menu.

    8. Subscribers can now print faxes to any administered fax machine by dialing the extension corresponding to the fax machine of their choice. Subscribers can also set a default fax print number through their telephones.

    Once the subscriber enters a fax delivery destination, the Intuity AUDIX system attempts to deliver the fax according to the transmission schedule and port availability.

Administering the Fax Print Destination Prefix (Optional)

To design and administer off-site fax delivery, you must determine the allowable fax print destination machines and how to administer prefixes. There are two types of prefixes that must be considered. These are the fax print destination prefix and the fax addressing prefix. It is important that you understand the difference between the two and how to use them.


 


A system that is administered to automatically provide a print prefix reduces the number of digits subscribers must enter to print fax messages stored in their mailboxes to a local, default fax machine. However, destinations that are addresses and not fax print requests still require the subscriber to enter a prefix. For example, if a subscriber wants to forward a fax message to a recipient who is not fax enabled, a prefix entry is required. Because of the confusion this can create for subscribers, Avaya recommends that you do not administer the system to automatically supply the fax print destination prefix.

Understanding the Fax Print Destination Prefix

Using the fax print destination prefix shortens the number of digits subscribers must enter to send a fax to a particular fax print destination machine. This is because the fax print destination prefix is automatically prepended to the extension digits the subscriber enters. The subscriber is unaware that additional digits have been added. The Intuity AUDIX system takes the full number (fax print destination prefix plus the extension) and hunts through the machine profiles until a match is found.

The fax print destination prefix is administered as a systemwide parameter on the System Parameters Features screen and is used for the three fax printing methods:

If you decide to administer the fax print destination prefix, see Administering the Fax Print Destination Prefix.

Understanding the Fax Addressing Prefix

The fax addressing prefix serves to uniquely identify a particular fax print destination machine. The Avaya Intuity system does not dial this prefix to call a fax print destination machine; rather, the prefix is used as a template to differentiate all call delivery machines on the network from each other.

The fax addressing prefix is administered on the Machine Profile screen. It is administered separately for each fax print destination machine.


 

Note: For the Aria User Interface on Intuity, use the fax addressing prefix: 32937 (FAXES).

The following example shows how the two different prefixes work together.
 
Fax Print Destination Prefix
Dial String (also a prefix)
Fax Addressing Prefix
329 555
("329" spells fax)
9 "P"
("P" creates a pause)
329 0000000 – 9999999 (7 digits)
Defined in the System Parameters Features screen
Defined in the AMIS Analog Machine Administration screen
Defined in the Machine Profile screen

only
 

Note: The fax print destination prefix (in this example, 329 555) and the fax addressing prefix (in this example, 329) are used by the Avaya Intuity system in different ways. The Fax Print Destination Prefix should be used only in a few scenarios. See Administering the Fax Print Destination Prefix (Optional) for cautionary information.

With the system administered this way, the sequence of events that occurs when a subscriber wants to print a fax to 555-6516, for example, is as follows:

  1. The subscriber presses 6516 on the telephone keypad.
  2. Intuity AUDIX takes the fax print destination prefix and prepends it to the digits entered. This results in the number 329 555 6516.
  3. The system checks the 329 555 6516 number against the various machine fax addressing prefixes until it finds a machine with the proper fax print destination machine prefix (in this case 329 555) and the proper address range and length (in this case, 7 digits).
  4. After the system matches the string with the appropriate machine, it dials 9"P"5556516. Note that the fax addressing prefix is stripped from the string before the system dials the fax print destination machine.

Administering Subscribers for FAX Messaging

Fax capabilities can be administered:

This section tells you how to perform these three tasks.

Enabling FAX Messaging on an Individual Basis

Once you have administered FAX Messaging on the Avaya Intuity platform, you are ready to enable your subscribers so that they can use this feature.


 

Note: If you change an individual subscriber's COS, you remove any association between the subscriber and any other class of service. Therefore, if you have administered or are planning to administer a special COS for FAX Messaging, do not use this procedure. Instead, follow the procedure Enabling FAX Messaging by Defining a COS.

To enable a subscriber for FAX Messaging:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change subscriber name/number where name/number is the name or telephone extension of the subscriber you want to administer.

    3. The system displays the Subscriber Class of Service Parameters screen.

  3. Press F7 (NextPage).

    4. The system displays the Subscriber Class of Service Parameters Screen, Page 2.

  4. Use the TAB key to move to the Fax? field (under PERMISSIONS) and type y in the field.
  5. In the Voice Mail Message Maximum Length: field, enter the larger number of the following two choices:
  6. In the Call Answer Message Maximum Length: field, enter a value of at least 1200 seconds.
  7. In the Mailbox Size: field, enter the larger number of the following two choices:
  8. Press F3 (Enter) to save this information to the system database.

    9. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  9. Enter exit or another administrative command at the enter command: prompt.


    10.  

    Note: Enabling a subscriber for FAX Messaging has no effect unless FAX Messaging is installed and enabled for the Avaya Intuity platform.

Enabling FAX Messaging by Defining a COS

To enable FAX Messaging for a class of service (COS):

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change cos cos-number where cos-number is the unique COS number you want to administer.

    3. The system displays the Class of Service Screen, Page 1.

  3. Use the TAB key to move to the Fax Creation? field under PERMISSIONS and type y in the field.
  4. Press F7 (NextPage).

    5. The system displays the Class of Service Screen, Page 2.

  5. In the Voice Mail Message Maximum Length: field, enter a value of at least 1200 seconds.
  6. In the Call Answer Message Maximum Length: field, enter a value of least 1200 seconds.
  7. In the Mailbox Size: field, enter a value of least 4800 seconds.
  8. Press F3 (Enter) to save this information to the system database.

    9. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  9. Enter exit or another administrative command at the enter command: prompt.


    10.  

    Note: Enabling a class of service for FAX Messaging has no effect unless FAX Messaging is installed and enabled on the Avaya Intuity platform.

Administering a Secondary Fax Extension

Subscribers who receive a large number of faxes can have a separate, secondary extension dedicated to incoming fax calls. Voice messages cannot be recorded at this extension, nor can other subscribers address messages to it.

To administer a secondary fax extension on the system, you set up a second, fax-dedicated extension for a subscriber's mailbox. The subscriber then has two extensions and one mailbox. The primary extension is administered for Call Answer, Personal Greetings, and other voice mail services. The secondary fax extension provides only a brief greeting that reveals the subscriber's name and invites the caller to leave a fax.

To administer a secondary fax extension:

  1. Have the switch administrator create a phantom extension with a Direct Inward Dialing (DID) number for the subject subscriber. Note the extension number created.
  2. Have the switch administrator administer the phantom extension to cover directly to the Avaya Intuity system. (This way, the secondary fax extension can be dialed as if it were a fax machine.)
  3. Start at the Avaya Intuity Main Menu and select: 

    4. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  4. At the enter command: prompt, enter change subscriber name/number where name/number is the name or main telephone extension (not the secondary extension number) of the subscriber you want to administer.

    5. The system displays the Subscriber Screen, Page 1.

  5. Use the TAB key to move to the Secondary Ext: field and type the number of the subscriber's secondary fax extension.


    6.  

    Note: This number must have the same number of digits as the primary extension.

  6. Press F3 (Enter) to save this information to the system database.

    7. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  7. Enter exit or another administrative command at the enter command: prompt.

Administering Guaranteed Fax

Guaranteed Fax provides coverage for busy or out-of-service fax print destination machines, such as a stand-alone fax machine or a fax modem on a PC. If the fax print destination machine is unavailable, Guaranteed Fax redirects the fax to a mailbox for temporary storage. This Guaranteed Fax mailbox is set to autoprint back to the originally called fax print destination machine.

Guaranteed Fax Considerations

The interaction of the fax print destination machine's extension and the Guaranteed Fax mailbox requires periodic monitoring. There are several considerations you need to take into account when implementing and maintaining this mailbox:

Choosing a Guaranteed Fax Administration Type

Guaranteed Fax is typically administered as a secondary extension, but it can also be administered as an ordinary subscriber. Each method has its advantages. In either case, the fax endpoint is set up on the switch for call coverage to AUDIX so that, if the fax print destination machine is busy, an incoming fax is directed into the AUDIX mailbox.

When Guaranteed Fax is administered as a secondary fax extension, the mailbox is treated as a printer. Voice, file attachments, and email components of an incoming call are ignored. The fax data is recorded and the fax print destination machine is tried repeatedly until the fax can be delivered. No other messaging features are available on a secondary fax extension. See Administering Guaranteed Fax as a Secondary Extension for procedural information:

When Guaranteed Fax is administered as an ordinary subscriber, the fax print destination machine is treated as an Intuity AUDIX extension. Avaya Intuity messaging can be used with this number exactly as it can be used for any Intuity AUDIX subscriber. For example, a fax can be sent directly to the fax print destination machine's extension as a message to an Intuity AUDIX extension. On the other hand, voice messages sent to this mailbox (perhaps as attachments to forwarded fax messages) remain in the mailbox and use a portion of the total mailbox size. You must manually delete such messages. See Administering Guaranteed Fax as a Avaya Intuity Subscriber for procedural information.

Administering Guaranteed Fax as a Secondary Extension

To administer a fax endpoint as a secondary fax extension:

  1. Have your switch administrator add a phantom extension number. The number must be within the range of numbers in the Avaya Intuity dial plan, but it cannot be an extension number that is recognized by the switch.
  2. Have the switch administrator administer the fax print destination machine's extension for call coverage to AUDIX.
  3. Start at the Avaya Intuity Main Menu and select: 

    4. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  4. At the enter command: prompt, enter add subscriber number where number is the phantom extension on the switch (supplied by your switch administrator in Step 1).

    5. The system displays the Subscriber Screen, Page 1.

  5. Add an AUDIX subscriber as described in Adding, Changing, and Removing Subscribers.
  6. Enter the fax print destination machine's extension number as a secondary extension as described in Administering a Secondary Fax Extension.
  7. Use the telephone interface to:

Administering Guaranteed Fax as a Avaya Intuity Subscriber

To administer a fax endpoint as an AUDIX subscriber:

  1. Have the switch administrator administer the fax machine's extension for call coverage to AUDIX.
  2. Start at the Avaya Intuity Main Menu and select: 

    3. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  3. At the enter command: prompt, enter add subscriber number where number is the extension of the fax print destination machine.

    4. The system displays the Subscriber Screen, Page 1.

  4. Fill out the Subscriber screen following the procedure for adding an AUDIX subscriber as described in Adding, Changing, and Removing Subscribers.
  5. Press F7 (NextPage).

    6. The system displays the Subscriber Class of Service Parameters, Page 2; Adding Guaranteed Fax as a Subscriber.

  6. In the Retention Times field, enter a value of 3 or 4 days. Keep this value low to avoid accumulating undeleted messages. However, you must also consider what the longest period of time is that the destination fax machine will go unattended, for example, over a 4-day holiday weekend.
  7. In the Call Answer Message Maximum Length: field, enter 1200 seconds.
  8. In the Mailbox Size field, enter a minimum value of 5000 seconds.


    9.  

    Note: 5000 seconds is the equivalent of 50 to 150 pages of fax, depending on the nature of the fax. Monitor this setting to ensure that its value is sufficient to guarantee storage of all incoming faxes. If this mailbox is heavily used or regularly receives graphic-intensive faxes, you might need to increase the mailbox size (to 10,000 seconds, for example).

  9. Press F3 (Enter) to save this information to the system database.

    10. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  10. Enter exit or another administrative command at the enter command: prompt.
  11. Use the telephone interface to:

Administering Avaya Intuity Message Manager for FAX Messaging

The specific steps for administering Message Manager for FAX Messaging are detailed in the Message Manager section. However, for FAX Messaging to run on Message Manager, you must:

Preventive Maintenance and Troubleshooting

Performing ongoing administration and preventive maintenance is the key to problem-free system operation. It is important to establish a regular schedule for maintenance tasks. Performing regular administration and maintenance identifies problems that could otherwise be compounded.

This section contains the following information:

Checking the Administrator's Log

Check the status line at the top of the AUDIX Administration screen at least once a day. The system warns you of potential administrative problems by displaying an administrative alert message (Alarms: A) on this line when it logs an administration event. If you observe such a message, access the Administrator's Log screen to view current messages and a description for each event. Some of these events, such as full subscriber mailboxes and undeliverable messages, directly affect fax processing.

When you see Alarms: A on the AUDIX Administration status line, view the Administrator's Log screen:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter display administrators-log

    3. The system displays the Administrator's Log Screen.

  3. Type VM in the Application: field to specify Intuity AUDIX FAX Messaging events and press F3 (Enter) to display the events.
  4. Examine the displayed events. Events, alarms, and their associated repair procedures are described in Alarms and Events.
  5. If the documentation provides a repair procedure for a displayed event, take whatever corrective action is recommended.
  6. To display Avaya Intuity Platform events, repeat Step 2 through Step 4, entering VP in the Application: field. These events are also given in Alarms and Events.
  7. Enter exit or another administrative command at the enter command: prompt.

Checking the Alarm Log

The alarm log contains descriptions of all significant problems detected by the system. The alarm log contains active alarms and resolved alarms (that is, alarms that were corrected either automatically or by repair procedures). The alarm log should be checked on a regular basis.

To view alarms related to FAX Messaging in the Avaya Intuity platform alarm log, see Alarms and Events.

To view the alarm log:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. Customer/Services Administration
    	Log Administration
    		Alarm Log

    The system displays the Alarm Log Display Selection Window.

  2. In the Alarm Type: field, enter a (active) or r (resolved).
  3. If you want to display a specific alarm level, enter y in the corresponding alarm level field: Major, Minor, and/or Warning.
  4. If you want to display alarms for a date other than the current date, enter that date (in the format mm/dd/yy), in the Start Date: field.
  5. Enter VT in the Application: field to specify Intuity AUDIX FAX Messaging alarms.
  6. If you want to select specific alarms, enter the resource type, the location, and/or the alarm code.
  7. Press F3 (Save) to display the alarms.
  8. Examine the displayed events. A list of events and alarms and associated repair procedures is included in Alarms and Events.
  9. Take whatever corrective action is necessary to repair the alarm.
  10. Press F1(Cancel) to exit the window.

Monitoring Guaranteed Fax

Several routine maintenance tasks are required to ensure smooth operation of Guaranteed Fax, including:

Checking That the Fax Machine Is Operational

When you administer a fax machine for guaranteed fax, ensure that someone is responsible for the operation of the machine. Have that person check the fax machine daily to ensure that it is not:

Monitoring Guaranteed Fax Mailbox Size

The mailbox size for a guaranteed fax machine must be sufficient to temporarily store a potentially large number of fax files. Some guaranteed fax mailboxes might need adjustments, especially during the first few weeks of fax operation.

To size the guaranteed fax mailbox, note each time an administrator's alarm advises you that a mailbox assigned to the guaranteed fax machine is full. If this happens frequently, increase the size of the mailbox as follows:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change subscriber name/number where name/number is the name or telephone extension of the subscriber you would like to administer.

    3. The system displays the Subscriber Screen, Page 1.

  3. Press F7 (NextPage).

    4. The system displays Subscriber Class of Service Parameters Screen, Page 2.

  4. Use the TAB key to move to the Mailbox Size (seconds), Maximum field and enter a larger value.
  5. Press F3 (Enter) to save this information to the system database.

    6. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  6. Enter exit or another administrative command at the enter command: prompt.

You can manually check usage for this mailbox by examining the value in the Mailbox Space Used field on the Subscriber Daily Traffic screen. This is described in Monitoring Usage of Mailbox Space.

Monitoring and Deleting Messages

The system makes regular attempts to delete voice, file attachments, and email messages and to regulate fax message storage in these mailboxes, but messages can occasionally be retained. Therefore, you must regularly check Guaranteed Fax mailboxes for voice, file attachments, and email messages and undeliverable fax messages.

To check and delete messages:

  1. Access the mailbox through the telephone interface and access message headers by pressing 2 on the telephone keypad.
  2. Delete each voice message using the * 3 command on the telephone keypad.
  3. Also on the telephone keypad, press 4 at the activity menu to access the outgoing mailbox of the guaranteed fax print destination machine. Press * # to step through the message categories listening for the category of undeliverable messages. (These are messages that can remain undeliverable, for example, because of some temporary problem with the fax machine).
  4. If you know the fax machine is currently working, step through the message headers by pressing either # # to resend the messages or * 3 to delete the messages, as appropriate.
  5. Continue until there are no more undeliverable messages.
  6. Press * * 9 to exit the telephone interface.

Checking Message Delivery Increments (Retry Schedule)

A message directed to a fax print destination machine could fail if the fax machine is in use, turned off, out of paper, or broken. Fax call delivery could also fail if the receiving machine or subscribers on the receiving machine are not fax enabled. The system makes five attempts to deliver a fax before the message fails.

To specify how often delivery attempts are made:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter change system features

    3. The system displays the Change System-Parameters Features screen.

  3. Press F7 (NextPage) twice.

    4. The system displays the Change System-Parameters Features screen, page 3. The values under the Rescheduling Increments for Unsuccessful Message Delivery heading control the intervals for which call delivery messages, including outbound fax messages, are rescheduled. Only the first five increments apply to fax deliveries. After five unsuccessful tries, a fax is considered undeliverable.

  4. To change the rescheduling increments, use the TAB key to move to the field you want to change and enter another value.
  5. Press F3 (Enter) to save this information to the system database.

    6. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  6. Enter exit or another administrative command at the enter command: prompt.

Monitoring Usage of Mailbox Space

During the first few weeks of FAX Messaging operation, subscribers might tell you that the Avaya Intuity system often reports that their mailboxes are full. If such reports are frequent for a particular subscriber, consider expanding the capacity of the subscriber's mailbox.


 

Note: If a subscriber receives a partial fax, verify if the subscriber's mailbox is full. If there is not enough room in the mailbox to accept the entire fax, the message is truncated. If the mailbox is not full when the subscriber receives a partial fax, the subscriber's maximum call answer message size might be too small to contain the message.

To monitor usage of mailbox space:

  1. Start at the Avaya Intuity Main Menu and select: 

    2. AUDIX Administration

    The system displays the AUDIX Command Prompt Screen.

  2. At the enter command: prompt, enter list measure subscriber day name/number where name/number is the name or telephone extension of the subscriber whose mailbox you want to check.

    3. The system displays the Subscriber Daily Traffic Report screen with information pertaining to the current date.


     

    Note: To see the usage for a date other than the current date, enter li meas su day name/number mm/dd/yy. To see cumulative measurements for the current month, enter li meas su month name/number. For cumulative measurements from a previous month, enter li meas su month name/number mm/yy.

  3. Compare the number of seconds in the Mailbox Space Used field with the administered value in the adjacent Space Allowed field. If these two fields are roughly equivalent, you should increase the mailbox size as described in Enabling FAX Messaging on an Individual Basis.

    4. To increase mailbox size for a COS, follow the procedure Enabling FAX Messaging by Defining a COS.

  4. Press F1 (Cancel).

    5. The cursor returns to the command line, and the system displays the following message:

    Command Successfully Completed.

  5. Enter exit or another administrative command at the enter command: prompt.

Troubleshooting FAX Messaging

The following table lists some commonly encountered system problems and suggests how to fix them.


 
Table: FAX Messaging Problems and Suggestions
Problem
Possible Cause
Suggested Remedy
Subscribers complain that old messages disappear from their mailboxes too quickly.
—
Administer the Retention Time set for the subscriber (on the Subscriber Class of Service screen). If the retention time cannot be increased (because, for example, there is not sufficient space) suggest that the subscriber download the voice messages to his or her hard drive using Message Manager or an email application that is integrated with AUDIX, if available.
A subscriber complains that when he or she attempts to set up a default fax machine, the voice prompt replies "Invalid entry."
The AUDIX system is administered with a fax print destination prefix.
Provide a fact sheet for new subscribers that details basic subscriber functions, such as logging in for the first time, changing passwords, recording greetings, setting a default fax machine, and creating mailing lists.
Subscribers ask what to do if they hear a fax tone when answering their phone.
The fax must be transferred directly into the subscriber's AUDIX mailbox.
  • For a Avaya Intuity server, follow the procedure for "Transfer."
  • For a DEFINITY AUDIX server, use the "Transfer into AUDIX" feature.
  • For a MERLIN LEGEND user, ensure "Automated Attendant" is enabled and then have the user follow the procedure for "Transfer."
Subscribers experience difficulties when downloading a fax to a fax-ready PC or modem-equipped laptop.
The advanced features of commercial fax software vary slightly. Have subscribers check the user guide for their particular software.
  1. Ensure that subscribers connect their telephone line to the computer serial port before attempting to download a fax.
  2. Ensure that subscribers have the following options set on their fax/modem software:
    • Disable Answer On (number of rings) and/or Automatic Receive options in your fax software
    • Select Manual Receive from the fax software
  3. Use the fax/modem software procedure for printing a fax.
Subscribers are notified of undeliverable faxes.
Failure notification can be the result of sending a fax to a(n):
  • Invalid number (not a fax endpoint)
  • Remote system that is fax-capable, but to which the subscriber is not enabled to send faxes
  • Restricted extension range (on the switch or in Intuity AUDIX)
  • Remote system that is not fax enabled
  • Remote recipient who is not fax enabled, although his or her system is fax enabled
  • Local recipient who is not fax enabled
  • Fax machine that times out before receiving the fax
  1. Check with the recipient to ensure the fax print destination machine is in working order.
  2. Resend the fax if it is one of three types of outgoing messages:
    • Undeliverable
    • Filed
    • Undelivered
  3. For an invalid fax endpoint, help the subscriber locate an administered fax print destination machine near the recipient, if available.

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