Subscriber Administration

Overview of Subscriber Administration

This section describes how to administer Intuity AUDIX Release�5 system and application features that will be available to subscribers.

Who Should Read This Section

The intended reader of this section is the AUDIX system administrator responsible for the configuration and maintenance of an Intuity AUDIX Release�5 system.

Section Assumptions

The procedures in this section assume you know basic Avaya Intuity commands and navigation, such as logging in and out of the system, the difference between the vm and sa logins, command prompt function and usage, and how to move from field to field within a screen or window. If you are not familiar with Avaya Intuity system basics, read Getting Started before you continue.

Section Objectives

After reading this section, you will know how to:

• List Class of Service names
• Change Class of Service options
• Add, change, and remove subscribers
• List subscribers by extension
• Create or change subscriber name recordings
• Reassign subscriber default passwords to ensure subscribers change their passwords when they log in for the first time
• Unlock a subscriber's mailbox

Listing Class of Service Names

A Class of Service (COS) is a set of messaging capabilities you define and assign to subscribers. Your system offers 12 classes of service, with default names class0–class11. These 12 classes of service, all of which contain the same default values at installation, are available for you to modify and rename as needed to meet requirements of subscribers within your organization. You can assign the same Class of Service to any and all subscribers or assign different classes of service for up to 12 unique groups of subscribers.

The Class of Service screen lists the current name and number for each of the 12 Classes of Service. This screen is display only and cannot be used to change the COS name or number. To change COS values, see Changing Class of Service Options.

To display a listing of the current Classes of Service:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter list cos

The system displays the Classes of Service Screen; Viewing all COSs.

The table for Field Definitions: Classes of Service Screen describes the fields in this screen.

3. Press F1 (Cancel).

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

Command aborted.

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

Changing Class of Service Options

Use the COS screen to define each Class of Service. Use the Subscriber screen to assign a COS to a subscriber.

Things to Consider About Changing Class of Service Options

 

Effect of changes	When you change a Class of Service, that change affects all subscribers to whom you have assigned that Class of Service. For example, if you change the Incoming Mailbox Order field from fifo to lifo for the Class of Service named class8, the order of messages in the incoming mailbox will be changed for all subscribers with class8 identified on their Subscriber screen.
Custom COS	After you assign a COS for a subscriber on Page 1 of the Subscriber screen, the specific options for that Class of Service appear on Page 2 of the Subscriber screen (shown in Subscriber Class of Service Parameters Screen, Page 2). You can then further customize the subscriber's COS options by changing them on Page 2.
Printing screen information	If you would like to keep a paper copy of the screen contents, precede the command display with the command print. A printed copy could be helpful, especially if you create several custom COSs. Note: You must have a system printer available and enabled to print screens and reports. If you send print job requests and have no printer available, the print jobs will stay in the print queue, taking up required system space.

Making Changes to a Class of Service

To change a COS:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.


 


Tip: To see a listing of the current Classes of Service, use the display cos cos-name/cos-number command.

2. At the enter command: prompt, enter change cos cos-number/cos-name where cos-number/cos-name is the unique COS number (0–11) or COS name you want to administer.

The system displays the Class of Service Screen, Page 1; Changing a COS.

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

The system displays the Class of Service Screen, Page 2; Changing a COS.

5. Complete the fields on this screen using the information provided in the table for Field Definitions: Class of Service Screen, Page 2.
6. Press F3 (Enter) to save this information to the system database.

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.

Adding, Changing, and Removing Subscribers

After the initial group of subscribers has been added, you must continue to add, change, and delete subscribers as employees join and leave your company and existing employees require expanded messaging services. Use pages 1 and 2 of the Subscriber screen to add, change, and remove subscribers.

 

Note: The Subscriber screen has three pages. Only pages 1 and 2 are described in this section. Page 3, which concerns Automated Attendant, is described in Automated Attendant and Bulletin Boards.

Things to Consider About Adding, Changing, and Removing Subscribers

.
 

Naming conventions	Be consistent about the format you use when adding subscriber names to your system. Consider how you want to see the names displayed on the screen and in reports. If you add some subscribers in the format last name, first name and some in the format first name, last name, you could potentially add a subscriber twice. Also keep in mind that a subscriber name with embedded spaces, such as Jane Doe, must be typed using quotation marks, that is "Jane Doe". We recommend that you do not enter subscriber names with embedded spaces, but rather that you enter them in the format Doe,Jane.
Call coverage	To get call answer messages, subscribers must have the AUDIX hunt group as a coverage point in their coverage paths.
Custom COS	After you assign a COS for a subscriber on Page 1 of the Subscriber screen, the specific options for that COS appear on Page 2 of the Subscriber screen (shown in the Subscriber Class of Service Parameters Screen, Page 2). You can then further customize the subscriber's COS options by typing over any data on Page 2.
DEFINITY Site Administration or AUDIX Data Exchange (if available)	You can use DEFINITY Site Administration (DSA) or AUDIX Data Exchange to transfer the name and extension of the subscriber, as well as the command (add, change, delete), to the switch or vice-versa. In addition, you can specify the following other default values to be transferred with the name and extension.: To AUDIX — COS, switch number, password To the switch — COS, COR, station type

Adding a Subscriber

 

Note: You can use either this procedure or the Intuity AUDIX Administration and Data Acquisition Package (ADAP) to add new subscribers. This is convenient for adding a large number of subscribers, since you can enter them as a group instead of individually. See AUDIX Administration and Data Acquisition Package, 585-302-502, for more information about using Avaya ADAP.

To add a new AUDIX subscriber:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter add subscriber name/extension where name/extension is the name or telephone extension of the subscriber you want to add to the system database.

The system displays the Subscriber Screen, Page 1.

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

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

5. Complete the fields on this screen using the information provided in the table for Field Definitions: Subscriber Class of Service Parameters Screen.
    
   

   Note: The default values for the fields on page 2 depend on the Class of Service assigned to this subscriber. The initial default values specified for some of the fields may change if the COS is changed.


 


If you change the contents of any field on page 2, the subscriber loses his or her Class of Service. That is, from the time of the change onward, the capabilities assigned to the subscriber no longer change if you make a change to any COS formerly associated with this subscriber. The system assigns the name custom to the Class of Service changed particularly for this subscriber. Make changes to this page only if you want a subscriber to have a unique profile.

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

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.
8. Notify the subscriber that AUDIX service is available and if you have assigned a default password, tell the subscriber what it is.

To complete the task of adding a subscriber, you or the subscriber should record the subscriber's name. Otherwise, a caller or voice mail recipient hears the extension number, not the name, of the subscriber. See Creating or Changing Subscriber Name Recordings for more information.

If you enter a large number of subscribers, you may want to back up system data, though your exposure to data loss is not very great because the system data file system is backed up automatically each night. If you need help backing up system data, see Attended Backup.

Changing Subscriber Data

 

Note: You can use either the following procedure or ADAP to change subscriber information directly in the Avaya Intuity directory database. See AUDIX Administration and Data Acquisition Package, 585-302-502 for more information about using ADAP.

You can change a subscriber's name or extension without disrupting mailing lists because a unique, system-generated subscriber ID, not the name or extension, actually links the subscriber's mailbox to lists and personal directories. (The system-generated ID is not accessible to you.) Lists are automatically updated with name changes. For example, if Jane Doe is on a mailing list and her name is changed to Jane Smith, the list is updated automatically to reflect the change.

If you change a subscriber's name, you or the subscriber must record a new name fragment over the subscriber's existing name fragment to reflect this change. See Creating or Changing Subscriber Name Recordings for more information.

To change subscriber data:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter change subscriber name/extension where name/extension is the name or telephone extension of the subscriber whose data you want to change in the system database.

The system displays the Subscriber Screen, Page 1.

3. Type over any existing data with new data.
4. Press F7 (NextPage).

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

5. Type over any existing data with new data.
6. Press F3 (Enter) to save this information to the system database.

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.

Removing a Subscriber

Removing a subscriber means deleting the subscriber's name and extension from the system directories and deleting the subscriber's recorded name fragment. You need to remove subscribers any time they leave your company or no longer require AUDIX messaging service.

After the subscriber is removed, all records pertaining to the subscriber are deleted automatically by AUDIX audits that are executed every Sunday morning at 1:00�a.m. For more information about audits, see Voice Messaging Database Audit Overview.

To remove a subscriber:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter remove subscriber name/extension where name/extension is the name or telephone extension of the subscriber you want to remove from the system database.

The system displays the Subscriber Screen, Page 1.

3. Check that this is the subscriber you want to delete.
4. Press F3 (Enter) to delete the subscriber.

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.

Listing Subscribers

You have the following choices for seeing a list of system subscribers:

• Listing Subscribers by Name
• Listing Subscribers by Extension
• Listing Remote Email Users

The screens are display-only screens and cannot be used to change data for a subscriber. To change data for a subscriber, you must use the Subscriber screen. A subscriber must be in the system database to be listed on the screens.

Listing Subscribers by Name

The List Subscribers screen lists, in alphabetical order, the names of local subscribers, along with their extensions, classes of service, and miscellaneous information.

To list administered AUDIX subscribers:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter list subscriber or list subscriber name-character where name-character is the first character of the name you want to see listed first in the screen. If you type li su, the listing starts from the alphabetic character closest to a. This command is case-sensitive, so typing li su r yields different results than li su R.

The system displays the List Subscriber Screen; Viewing All AUDIX Subscribers.

The table for Field Definitions: List Subscribers Screen describes the fields on this screen.

3. Press F1 (Cancel).

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

Command aborted.

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

Listing Subscribers by Extension

The List Extensions screen displays the extensions of local subscribers. The list is in numerical order of extension number starting with either the numerically lowest extension number or the extension specified in the command line.

To list administered AUDIX subscribers:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter list extensions or list extensions extension where extension is the specific telephone extension you want to see listed first. If you type li ex, all local extensions display.

The system displays the List Extensions Screen; Viewing AUDIX Subscriber Telephone Extensions.

The table for Field Definitions: List Extension Screen describes the fields in this screen.

3. Press F1 (Cancel).

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

Command aborted.

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

Listing Remote Email Users

The system saves address and delivery information for email it delivers outside of the Intuity domain. Email administration is described in Overview of Email Administration.

To list the remote email users that your system has sent mail to:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter list remote-text-addresses trusted-server where trusted-server is the Internet Messaging server used to deliver email.

The system displays the List Remote Text Addresses Screen.

3. Press F1 (Cancel).

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

Command aborted.

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

Creating or Changing Subscriber Name Recordings

The subscriber name recording is the spoken name recorded for or by each AUDIX subscriber. This fragment is spoken by the AUDIX system during call answering, such as "Your call is being answered by AUDIX. Jane Doe is not available." The first fragment ("Your call is being answered by AUDIX.") and the third fragment ("is not available.") are AUDIX system fragments. The second fragment ("Jane Doe") is the subscriber's recorded name fragment. If a name is not recorded, callers or message recipients hear the extension number, not the name, of the subscriber.

You have two options for recording subscriber names:

• Record the names yourself from the extension that has announcement control permission.
• Recommended. Activate the Name Record by Subscriber feature on the System- Parameters Features screen. Then the AUDIX system asks each subscriber to record a name the first time that she or he logs in. If you record subscribers' names before they log in for the first time, they are not prompted to record their names. However, subscribers always have the option of recording their names using the telephone.

To create or change a subscriber's name recording:

1. From your telephone, dial the AUDIX system extension.
2. Enter your extension (the one that has announcement control permission) followed by the pound sign # when prompted.
3. Enter your password followed by the pound sign # when prompted.
4. Press 9 to perform system administration.
5. Press 4 to record a subscriber's name.
6. Enter the extension of the subscriber whose name you are about to record followed by the pound sign # when prompted.
7. Speak the subscriber's name clearly when prompted.
8. Press the pound sign # to signify the end of the recording.
9. When you are finished with this subscriber name recording, choose one of the following:
• Repeat Step 6 to Step 8 for each additional subscriber name to be added or changed.
• Press # 7 to return to the activity menu, or just hang up to exit from the AUDIX system.

Reassigning Subscriber Default Passwords

If a subscriber forgets his or her password, you must reassign, through the Subscriber screen, a default password to allow the subscriber to again log in to the AUDIX system. The subscriber should then change the default password to a unique, personal password.

To reassign a password:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter change subscriber name/extension where name/extension is either the name or the telephone extension of the subscriber. See Changing Subscriber Data more information.

The system displays the Subscriber Screen, Page 1, which contains current subscriber data.

3. Type a default password into the Password: field.

We recommend that you enter a password that is shorter than the required length (as specified on the System-Parameters Features screen) so that the subscriber must change the password on the next login.

The system places some constraints on passwords to improve security. A password cannot:

• Be the same number as the extension
• Be all of the same digit (if more than one digit is entered). For example, 1111 is not allowed.
• Be a string of consecutive numbers. For example, 12345 or 7654 are not allowed.
4. Press F3 (Enter) to save the change to the system database.

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.

Unlocking a Subscriber's Mailbox

For security purposes, the Intuity AUDIX system allows only three login retries per user session (call to the AUDIX system) before disconnecting. The Avaya Intuity system also monitors the number of unsuccessful consecutive login attempts to a specific mailbox across multiple calls to the AUDIX system. If this number exceeds the number defined on the System- Parameters Features screen, the Intuity AUDIX system locks out that subscriber's login ID, thus preventing further system access. The subscriber cannot access the AUDIX system until you unlock the subscriber's login.

Use the Subscriber Screen, Page 1 to unlock a subscriber's mailbox.

Things to Consider About Unlocking a Subscriber's Mailbox

 

Security/toll fraud

If a subscriber is repeatedly locked out of the AUDIX system, some unauthorized person may be attempting to tamper with that subscriber's mailbox. Report this to the subscriber's manager or to your company security office before unlocking the login ID. If the unsuccessful login attempts were made from an extension other than that of the owner of the mailbox, the Administrator's Log contains information about the break-in attempts.

Screen access

Both AUDIX administrators using the vm login, and system administrators using the sa login can access the Subscriber screen and unlock a subscriber's mailbox.

Unlocking the Mailbox

To unlock a subscriber's mailbox:

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

AUDIX Administration

The system displays the AUDIX Command Prompt Screen.

2. At the enter command: prompt, enter change subscriber name/extension where name/extension is either the name or the telephone extension of the subscriber.

The system displays the Subscriber screen, with a y in the Locked? field. (See Subscriber Screen, Page 1.)

3. Type an n in the Locked? field.
4. Press F3 (Enter) to save the change.

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.
6. Tell the subscriber that the mailbox is again available for login.

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