Avaya Site Administration Reference Release 3.1 User Manual

Avaya Site Administration Reference 14-300610 Issue 2 February 2006

Avaya Site Administration Reference viii

Avaya Site Administration Reference 90 Selecting a Call Management System Avaya provides management systems for the call centers that need more detail

Avaya Site Administration Reference 91 What ACD elements do you need to monitor? work code or stroke count data, individual trunks, vectors use Ce

Avaya Site Administration Reference 92 Printing button labels Understanding the Button Label text template To understand the Button Label text templat

Avaya Site Administration Reference 93 For example, assume the Button Label text file contains the following entries: Button Feature Label Text call-

Avaya Site Administration Reference 94 Printing button labels 1 In the Target System box on the toolbar, select the voice system from which you want

Avaya Site Administration Reference 95 Creating, changing, or viewing button label text Avaya Site Administration uses button label text files to deci

Avaya Site Administration Reference 96 Importing and exporting voice system data Setting the import and export defaults Use this procedure to set the

Avaya Site Administration Reference 97 5 Complete the wizard screens. If you need help with a wizard screen, click Help on that screen. If you sche

Avaya Site Administration Reference 98 Exporting unused port data You can create a file listing unused ports, and that file can be exported to another

Avaya Site Administration Reference 99 Exporting data to an LDAP directory The following example helps describe how to export data to an LDAP director

1 Using Avaya Site Administration What's New in this Release Avaya Site Administration Release 3.1 introduces the following enhancements:  Sup

Avaya Site Administration Reference 100 When you perform the export, all of the stations will be added under "ou=people,dc=democenter,dc=avaya,d

Avaya Site Administration Reference 101 After you export the data to the LDAP directory, the Directory Information Tree will have the following struc

Avaya Site Administration Reference 102 Exporting Native Names Using the Export wizard, you can export Native Name (Name2) and script tag data for the

Avaya Site Administration Reference 103 Importing Native Names Using the Import wizard, you can import Native Name (Name2) and script tag data for the

Avaya Site Administration Reference 104 Messaging Systems Adding a phone and messaging subscriber Use the Add User wizard to add a new phone, add a ne

Avaya Site Administration Reference 105 All other voice mail administration For instructions on performing all other types of administration on your m

Avaya Site Administration Reference 106 Top 11 tips to help prevent toll fraud An important role for every administrator is to manage the security of

Avaya Site Administration Reference 107 8 Monitor traffic and system activity for suspicious call patterns. Use your traffic reports and call detail

Avaya Site Administration Reference 108 Using Security Violations Notification to detect problems You can administer Security Violations Notification

Avaya Site Administration Reference 109 Using Native Names Using Native Name To enter the native name, you must use the Input Method Editor (IME) ap

Avaya Site Administration Reference 2 o The ability to resize the Port Usage dialog box o The ability to export the port usage data o The ability t

Avaya Site Administration Reference 110 Editing Data You may directly enter or change data in ABIT. ABIT will verify data accuracy in the extension, N

Avaya Site Administration Reference 111 8 Perform one of the following steps:  If you selected hunt-group, perform one of the following steps: o

Avaya Site Administration Reference 112 Importing Native Names Using the Import wizard, you can import Native Name (Name2) and script tag data for the

Avaya Site Administration Reference 113 Troubleshooting ASA connection errors Access denied The voice system or messaging system you are trying to rea

Avaya Site Administration Reference 114 2 If the phone number is busy:  If you are dialing a voice system via netcon channels:  The netcon hunt g

Avaya Site Administration Reference 115 Command Timed Out Avaya Site Administration did not receive an expected response from the system within the ti

Avaya Site Administration Reference 116 system until it hears the correct response, if line noise is corrupting the responses, then Avaya Site Adminis

Avaya Site Administration Reference 117 4 Are you trying to connect to a system over a computer network? If you don’t know, view the Connection Prope

Avaya Site Administration Reference 118 Corrupt data received Avaya Site Administration has received data that is corrupt or unexpected. This error oc

Avaya Site Administration Reference 119 General communications error A communications-related error has been detected and reported by your computer.

Avaya Site Administration Reference 3 Overview of the main screen Click an area of the Avaya Site Administration screen to learn more about it.

Avaya Site Administration Reference 120 Modem initialization error Your modem or data module has reported an error pertaining to the phone number or i

Avaya Site Administration Reference 121  If you are operating in an environment without a Domain Name Server (DNS) or in an environment where your D

Avaya Site Administration Reference 122 If you suspect you are experiencing line noise, try placing the call again to get a different line. If the pro

Avaya Site Administration Reference 123 Serial port does not exist Avaya Site Administration could not find the COM Port that you have selected (in th

Avaya Site Administration Reference 124 Use the manufacturer’s instructions to find out how to diagnose system health. If you are connecting through

Avaya Site Administration Reference 125 4 In the tree, right-click the "Ports (COM and LPT)" to view the properties of each of the COM port

Avaya Site Administration Reference 126 Unexpected response from device When logging into a system, Avaya Site Administration encountered a response t

Avaya Site Administration Reference 127 Voice system problems Keeping baseline information Baseline information consists of:  the original voice sys

Avaya Site Administration Reference 128 Retrieving baseline information You can retrieve much of the hardware and configuration information you need r

Avaya Site Administration Reference 129 announcements extension, type, name, port di spl ay announcement s vectors Vector Directory Number (VDN), vec

Avaya Site Administration Reference 4 Overview of wizards Avaya Site Administration offers several wizards to help simplify day-to-day voice system ad

Avaya Site Administration Reference 130 Checking voice system status Viewing the system status Use system status screens to monitor various parts of y

Avaya Site Administration Reference 131 Viewing changes to the system (history report) Use the history report to see what kind of changes have been

Avaya Site Administration Reference 132 Solving common voice system problems Learning to think like a voice system "Thinking like a voice system&

Avaya Site Administration Reference 133  Be open to alternative solutions, rather than prematurely committing to any one solution to a problem. 

Avaya Site Administration Reference 134 Here are some common problems phone users report to their system administrators: The user cannot dial out In

Avaya Site Administration Reference 135 Diagnosing password, login, and terminal access problems If the problem is with remote dial-in access, ask: 

Avaya Site Administration Reference 136 Working with alarms and errors Viewing error logs The Avaya Communication Manager error log displays a detaile

Avaya Site Administration Reference 137 Error report field descriptions The DEFINITY Error Report screen contains the following fields. See Viewing Er

Avaya Site Administration Reference 138 Clearing an error If an important component in your DEFINITY system fails, the DEFINITY software records that

Avaya Site Administration Reference 139 Alarm logs Alarms are classified as major, minor, or warning, depending the degree of severity and the effect

Avaya Site Administration Reference 5 This enables you to print labels for the buttons on your phones, using a button label template that you set up

Avaya Site Administration Reference 140 Reading the alarm log 1 Open a GEDI window for the voice system you want to administer. 2 Type display alarm

Avaya Site Administration Reference 141 Error type 18 — busied out Error type 18 is a reminder from the voice system that a component has been busied

Avaya Site Administration Reference 142 3 To view the report for error type 513, type 513 in the Error Type field and press the ENTER key. The Hardw

Avaya Site Administration Reference 143 Remove unused circuit packs Occasionally, a company upgrades phones from the 7000-series analog model to the 8

Avaya Site Administration Reference 144 Using voice system features to troubleshoot Using features to troubleshoot You can use some DEFINITY features

Avaya Site Administration Reference 145 Busy Verify You can use Busy Verify to place test calls to check the busy condition of trunks, phones, or hunt

Avaya Site Administration Reference 146 To busy-verify a hunt group 1 Press the Busy Verify button on your phone. The busy verify light turns green.

Avaya Site Administration Reference 147 To busy-verify a trunk 1 Press the Busy Verify button on your phone. The busy verify light turns green. 2 D

Avaya Site Administration Reference 148 Facility Busy Indication You can use Facility Busy Indication to display the idle or busy condition of phones,

Avaya Site Administration Reference 149 4 If you are testing a trunk, place the call. Or If you are testing a touch-tone receiver, dial the number. I

Avaya Site Administration Reference 6 you can then plot that data on a graph This enables you to monitor the volume, type, and distribution of call

Avaya Site Administration Reference 150 Glossary Adjunct switch application interface (ASAI) ASAI allows integration between adjunct computers and you

Avaya Site Administration Reference 151 Call Management System (CMS) Avaya Call Management System collects call traffic data, formats management repor

Avaya Site Administration Reference 152 Data module A device that enables your PC to communicate with your voice system or messaging system, similar t

Avaya Site Administration Reference 153 Understanding trunks Trunks are communication lines that carry voice or data transmissions between two communi

Avaya Site Administration Reference 154 Contacting Us General Contact Information For… Contact… Avaya’s Home Page www.avaya.com Avaya products www.

Avaya Site Administration Reference 155 Technical Support Before you call, prepare the information that the helpline needs. For customers located in t

Avaya Site Administration Reference 156 Contacting us about training For customers located in the US: To… Use this resource: Contact Information Or

Avaya Site Administration Reference 157 Giving us your feedback To… Contact… Ask questions not answered in the help by phone Technical Support Of

Avaya Site Administration Reference 158

159 Index A ABIT 196 aborting aborting a task 22, 25 blocking a task 22, 25 changing 22, 25 date or time of a scheduled task 22, 25 checking Che

Avaya Site Administration Reference 7 Setting up this product Saving changes to Avaya Site Administration properties If you have been making configura

Avaya Site Administration Reference 160 AUDIX 11, 279 adding to Avaya Site Administration 11 automatic Automatic Call Distribution 137 Automatic Ci

Avaya Site Administration Reference 161 connections 17, 23, 27 viewing or changing properties in Avaya Site Administration 17 viewing status of 23,

Avaya Site Administration Reference 162 TAC 245 using to troubleshoot 245 troubleshooting 124, 243, 245, 246, 247 vector problems 124 trunks 245

Avaya Site Administration Reference 163 G GEDI 35 starting 35 globally changing voice system data 96 grade 28 of service, improving 28 groups 56

Avaya Site Administration Reference 164 P paging groups 260 troubleshooting 260 partitioning 96 password 248 passwords 219 expired 226 phone Pho

Avaya Site Administration Reference 165 setting up 103, 113, 115, 133 bridged call appearances 90 call flow in a call center 133 hunt groups 113 n

Avaya Site Administration Reference 166 U understanding 137, 141, 241, 265, 266 ACD 137 attendant consoles 82 button label templates 141 common DE

Avaya Site Administration Reference 167 W wizards 5 Add User wizard 67, 183 Add Voice Mail System wizard 11 Export Data wizard 146 Find and Replac

Avaya Site Administration Reference 168

Avaya Site Administration Reference 8 6 Click the Next button. The Connect via an ASG Guard dialog box appears. 7 In the FQDN or IP address box, en

Avaya Site Administration Reference 9  If you are logging into the media server manually: a. From the Authentication Methods drop-down list box, se

Avaya Site Administration Reference 10 Adding a Modular Messaging system This procedure describes how to configure Avaya Site Administration to connec

Avaya Site Administration Reference 11 Deleting a voice system or messaging system You cannot delete a folder, voice system, or messaging system if th

Avaya Site Administration Reference 12 Renaming a voice or messaging system Renaming a voice system or messaging system will not change the name of

Avaya Site Administration Reference 13 Viewing or changing a system's properties 1 On the browser pane, click the Tree tab. 2 Right-click on th

Avaya Site Administration Reference 14 Creating a shared system file A shared system file enables you to define all of the connection information for

Avaya Site Administration Reference 15 Using a shared system file Use this procedure to access an existing shared system file. Before performing this

Avaya Site Administration Reference 16 Scheduling tasks Scheduling a task to run Prerequisites You can schedule tasks to run on a voice system if you

Avaya Site Administration Reference 17 4 Specify whether you want Avaya Site Administration to disconnect from the voice system when it has finished

Avaya Site Administration Reference 18 Understanding the columns Column Description State This column tells you whether the task is waiting to run,

Avaya Site Administration Reference 19 Checking status Using the Status pane The status pane allows you to view the status of the tasks you create in

i Table of Contents Using Avaya Site Administration...

Avaya Site Administration Reference 20 Using the Schedule tab The Schedule tab displays tasks that have run, are running, or are scheduled to run in t

Avaya Site Administration Reference 21 Understanding the State column State Description Aborted A task is aborted if you have stopped it from runnin

Avaya Site Administration Reference 22 Using the Connection Status tab The Connection Status tab shows the status of connections between Avaya Site Ad

Avaya Site Administration Reference 23 Using the History tab The History tab displays feedback from a system about tasks that Avaya Site Administratio

Avaya Site Administration Reference 24 Managing performance Improving Grade of Service By using the Trunk Analyzer and gathering trunk data, you can c

Avaya Site Administration Reference 25 Plotting Processor Occupancy or Call Traffic data To plot processor occupancy or call traffic data on a graph:

Avaya Site Administration Reference 26 Viewing system capacity using Avaya Site Administration The capacities of your system depend on the type of voi

Avaya Site Administration Reference 27 Administering voice systems Starting GEDI GEDI stands for Graphically Enhanced DEFINITY Interface. GEDI is an i

Avaya Site Administration Reference 28 Starting Terminal Emulation You can use terminal emulation (cut-thru) to administer a device that is not suppor

Avaya Site Administration Reference 29 New Administrator's Guide Book Voice system components It is important that you be able to identify the di

Avaya Site Administration Reference ii Starting GEDI ...

Avaya Site Administration Reference 30 solutions. So, build relationships with your phone users to encourage clear communication about their needs and

Avaya Site Administration Reference 31 Simplifying end-user management As a system administrator you have myriad responsibilities and multiple constit

Avaya Site Administration Reference 32 Involve end-users in planning for new system and departmental changes No one has more experience with your phon

Avaya Site Administration Reference 33 number) command to show the service state of the trunk members. Use this report for troubleshooting when you th

Avaya Site Administration Reference 34 Monthly administrator tasks  Make a system backup. Schedule a time when you can be present for the entire bac

Avaya Site Administration Reference 35 Commands that modify settings (a.k.a. translations) are used when you have decided that a setting in the system

Avaya Site Administration Reference 36 Working with end users As the system administrator, you are like a legislator with a "constituency" t

Avaya Site Administration Reference 37 Preparing end-user training Advance organization and preparation are key to effective training. Adequate prepar

Avaya Site Administration Reference 38 5. Practice using the features on which you'll train end-users. Knowing their lines is but one key to acto

Avaya Site Administration Reference 39 Delivering end-user training Once you have prepared for training, the next step is to conduct the training. Eff

Avaya Site Administration Reference iii Changing feature access codes...

Avaya Site Administration Reference 40 9. Provide post-training reinforcement. Without a means of reinforcing their learning, end-users will not retai

Avaya Site Administration Reference 41 Job aids and tip sheets can provide quick and easy training to end-users and eliminate some of the future suppo

Avaya Site Administration Reference 42 Planning your Communication Manager system Voice system components It is important that you be able to identify

Avaya Site Administration Reference 43 Understanding the dial plan Your dial plan tells your system how to interpret dialed digits. For example, if

Avaya Site Administration Reference 44  Miscellaneous code (misc) — these codes are used if you want to have more than one kind of code start with t

Avaya Site Administration Reference 45 3 Move the cursor to the appropriate field in the First Digit table. For example, if you want to change how th

Avaya Site Administration Reference 46 Adding feature access codes Adding feature access codes to your dial plan Feature access codes (FAC) allow user

Avaya Site Administration Reference 47 Changing feature access codes Changing feature access codes for R10 and earlier systems Feature access codes (F

Avaya Site Administration Reference 48 Setting up phones Adding new phones When you are asked to add a new phone to the phone system, what do you do f

Avaya Site Administration Reference 49 2 To confirm that the new messaging account was added, complete the following steps: a) On the browser pane,

Avaya Site Administration Reference iv Adding announcements...

Avaya Site Administration Reference 50  If you selected station, perform one of the following steps: o Enter the name in the Name box, and then ent

Avaya Site Administration Reference 51 Note that only phones of the same model can be duplicated. The duplicate command copies all the feature setting

Avaya Site Administration Reference 52 3 Click the tabs on the screen until you locate the Feature Button Assignment fields. 4 Right-click the field

Avaya Site Administration Reference 53 Setting Up a Voice Mailbox To set up a messaging subscriber mailbox for an employee that does not need a phone

Avaya Site Administration Reference 54 Using an alias Not every phone model has a unique station screen in the system. You might have to use an availa

Avaya Site Administration Reference 55  Major/minor alarm buttons  Trunk ID buttons  Verify button Once you select a phone, you’ll want to deter

Avaya Site Administration Reference 56 6 Click Finish. If you schedule the job, remember that open Terminal Emulation windows can delay the job or ca

Avaya Site Administration Reference 57 Note: The system does not allow you to duplicate a console. You should print a copy of all console screens and

Avaya Site Administration Reference 58 Managing phone features Changing feature parameters You can modify the system parameters that are associated wi

Avaya Site Administration Reference 59 4 Click the Enter button on the GEDI window to save your new group list. The system automatically completes t

Avaya Site Administration Reference v Creating, changing, or viewing button label text...

Avaya Site Administration Reference 60 4 Fill in the Coverage Criteria fields. You can see that the default sets identical criteria for inside and o

Avaya Site Administration Reference 61 4 Type change station and the bridged-to extension and press the ENTER key. The station screen appears. 5 Cl

Avaya Site Administration Reference 62 Routing outgoing calls World class routing Your system uses world class routing to direct an outgoing call. The

Avaya Site Administration Reference 63 7 Enter the minimum and maximum values from Step 3 in the Total Mn and Total Mx fields. In our example, enter

Avaya Site Administration Reference 64 6 Enter den (denied) in the Rte Pat field. 7 Enter intl in the Call Type field. 8 Click the Enter button on

Avaya Site Administration Reference 65 ARS Partitioning Most companies want all their users to be able to make the same calls and follow the same rout

Avaya Site Administration Reference 66 Advanced voice system administration Globally changing voice system data 1 In the Target System box on the too

Avaya Site Administration Reference 67  If you selected station, perform one of the following steps: o Enter the name in the Name box, and then ent

Avaya Site Administration Reference 68 Trunks Understanding trunks Trunks are communication lines that carry voice or data transmissions between two c

Avaya Site Administration Reference 69  Service Codes such as:  Registration Number of the voice system  Facility Interface Code (FIC). A FIC

Avaya Site Administration Reference vi Data is locked...

Avaya Site Administration Reference 70 4 Type a name to identify this trunk group in the Group Name field. 5 In the TAC field, type the code you wan

Avaya Site Administration Reference 71 Night Service Setting up night service You can use night service to direct calls to an alternate location when

Avaya Site Administration Reference 72 Announcements What is an announcement? An announcement is the recorded message a caller hears while the call is

Avaya Site Administration Reference 73 Tip: Use display integrated-annc-boards to find the cabinet, carrier, and slot addresses of your announcement c

Avaya Site Administration Reference 74 5 Record the message. 6 Hang up the phone to end recording. 7 Click to close the GEDI window. Tip: The ann

Avaya Site Administration Reference 75 4 Dial 3 to delete the announcement from the circuit pack. 5 Hang up the phone. 6 Click to close the GEDI

Avaya Site Administration Reference 76 Hunt groups What are hunt groups? A hunt group is a group of extensions that receive calls according to the cal

Avaya Site Administration Reference 77 7 In the Ext field, type the extensions of the agents you want in the hunt group. We’ll type 1011, 1012, and 1

Avaya Site Administration Reference 78 4 In the Queue Length field, type the maximum number of calls that you want to wait in the queue. In our exam

Avaya Site Administration Reference 79 7 Click to close the GEDI window. You can use the same announcement for more than one hunt group. See the Ad

Avaya Site Administration Reference vii Understanding common error types...

Avaya Site Administration Reference 80 Vectors and Vector Directory Numbers (VDNs) What are vectors? A vector is a series of commands that you design

Avaya Site Administration Reference 81 4 Type your vector steps in the numbered column on the left of the screen. Tip: When you type in your vector

Avaya Site Administration Reference 82 6 Type the new vector step. We’ll type announcement 4005 (Please wait...). 7 Press Enter. 8 Click to clos

Avaya Site Administration Reference 83 Diagnosing a vector problem If there is a problem with a vector, the voice system records the error as a vector

Avaya Site Administration Reference 84 Voice system reports Using report scheduler Note This feature is distinct and separate from the scheduling feat

Avaya Site Administration Reference 85 Measuring call center performance Standard voice system reports on DEFINITY ECS provide valuable data about you

Avaya Site Administration Reference 86 Viewing Hunt Group Measurements reports The Hunt Group Measurements report displays call data for each hunt gro

Avaya Site Administration Reference 87 Call centers What is a call center? A call center is a way of organizing people and equipment to achieve partic

Avaya Site Administration Reference 88 7 Complete the rest of the Hunt Group screen. 8 Click the Enter button on the GEDI window to save your change

Avaya Site Administration Reference 89 Viewing system capacity The capacities of your system depend on the type of voice system you have, the softwa