Voice Director Support

Support for the Voice Director feature can be obtained from many sources. However, before support can be rendered, an assessment must be made to determine the area of responsibility.

Topics include:

• Customer Responsibilities
• Demarcation Points
• Toll Fraud Security
• Obtaining Support From Avaya

Customer Responsibilities

The customer is responsible for:

• Acquiring a Windows-compatible computer and installing the necessary hardware system. See Voice Director System Requirements for information on hardware requirements.
• Installing the operating system.
• All aspects of the LAN that provide the communication between the Intuity AUDIX system and the Voice Director server.
• Installing the Voice Director software on the Voice Director server if the Professional Services offer is not purchased.

After installation, the customer is responsible for:

• Maintaining the TCP/IP addresses.
• Administration on the Avaya Intuity system unless otherwise specified by the contract.
• Verifying the accuracy of subscriber names found in the Voice Director pronunciation database.

Avaya service technicians dispatched for Intuity AUDIX system installation and maintenance may not troubleshoot the customer's LAN or Windows workstation unless specified by contract.

Prior to activating service to local subscribers, the customer is responsible for:

• Verifying the pronunciations for all subscribers in the Voice Director pronunciation database.

Demarcation Points

The decision to acquire hardware, software (in any form), supplies or services from parties other than Avaya ("third-party products") is yours, even if Avaya helps you identify, evaluate or select them. Except as specifically agreed to in writing, Avaya is not responsible for, and expressly disclaims liability for, performance or quality of third-party products or their suppliers, and their failure will not affect your obligations to Avaya; any claim that you have in connection with the third-party products and any remedies for such claim will be against the supplier of such third-party products. For additional information, see Demarcation Points.

Toll Fraud Security

Toll fraud is the unauthorized use of a company's telecommunications service. It occurs when people misdirect their own telecommunications charges to another person or business. Toll fraud occurs when criminals are able to breach your system to perform:

• Unauthorized system use
• Unauthorized mailbox use
• Unauthorized use of outcalling or AMIS analog networking call delivery
• Fraudulent call transfers

Several toll fraud issues need to be considered when using Voice Director. These issues include:

• The Name Dialer allows transfer to subscribers using the Basic Call Transfer feature and the Enhanced Call Transfer feature.
• Basic Call Transfer is prone/open to Toll Fraud issues.
• If the first digit of a subscriber's extension matches the out dial number, users can easily breach your system. For example, if you press * to get an outside line, do not use any extensions in your Intuity AUDIX system which begin with 9.

For a complete description of toll fraud and how to avoid it, see System Security Overview.

Obtaining Support From Avaya

Before placing a service call, please review Troubleshooting Voice Director. If you determine that you do need additional help, contact one of the service organizations. See Avaya Support for information addressing specific organizations.

 

Note: You may need to purchase an extended service agreement to use some of the Support services. See your representative for more information.

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