AT&T 2.1.1 User Manual

AT&T FAX Attendant Release 2.1.1

AT&T 555-107-100 Issue 1 January 1993

For MERLIN LEGEND

Communications System

System Manager’s Guide

Notice

While reasonable effort was made to ensure that the information in this document was complete and accurate at the time of printing, AT&T cannot assume responsibility for any errors. Changes and/or corrections to the information contained in this document may be incorporated into future issues.

Federal Communications Commission (FCC) Statement

This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection against such interference when operated in a commercial environment. Operation of this equipment in a residential area is likely to cause interference, in which case the user at his own expense will be required to take whatever measures may be required to correct the interference.

Security

As a customer of new telecommunications equipment, you should be aware of the signiﬁcant and growing problem of theft of long distance services by third parties, known commonly as "toll fraud." It is particularly important that you understand and take appropriate steps to deal with this crime because under applicable tariffs, you will be responsible for payment of associated charges. AT&T cannot be responsible for such charges and will not make any allowance or give any credit resulting from toll fraud.

Toll fraud can occur despite the preventive efforts of network providers and equipment manufacturers. Toll fraud is a potential risk for every customer with telecommunications equipment having one or more of the following features: (1) remote access, (2) automated attendant, (3) voice mail, (4) remote administration and maintenance, and (5) call forwarding (remote). This is not a product or design defect, but a risk associated with equipment having one or more of the features described above. If your new telecommunications equipment possesses any of these features, please consult the relevant portion of your documentation for further details and speciﬁc procedures to reduce the risk of toll fraud or contact your AT&T dealer for further details.

Trademarks

AUDIX, Voice Power, and AT&T FAX Attendant System are trademarks of AT&T. DEFINITY is a registered trademark of AT&T. UNIX is a registered trademark of AT&T UNIX System Laboratories, Inc. Phillips is a registered trademark of the Phillips Screw Company. HP and LaserJet are registered trademarks of Hewlett-Packard Company. Centronics is a registered trademark of Centronics Data Computer Corp.

Ordering Information

To order copies of this manual, call the Customer Information Center at 1-800-432-6600 and include document number 555-007-103 with your order.

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Contents

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About This Guide 9

Purpose and Scope ix How to Use This Guide xi Related Documents xiii

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1 Introduction 1-1

Overview 1-1 FAX Attendant Services 1-2 FAX Attendant Features 1-2 Telephone System Interface 1-8

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2 Feature and Planning Review 2-1

Review of System Planning 2-1 Planning for FAX Attendant on the MERLIN LEGEND

System 2-1 Planning the FAX Attendant System 2-3 Planning Your Fax Response Service 2-11 Customizing Voice Prompts 2-12

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3 Implementing FAX Attendant 3-1

Entering FAX Attendant Data 3-1 Custom Voice Prompts 3-41

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4 Fax Response Administration 4-1

Entering Fax Response Data 4-1 Accessing Fax Response 4-1 Implementing a New Fax Response Service 4-5 Administering the Main Menu 4-10 Administering the Touch-Tone Gate Prompt and

Goodbye Message 4-18 Fax Response Coversheet Administration 4-23

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Contents

Modifying Your Existing Fax Response Service 4-25 Helpful Hints: Creating and Loading Fax Response

Service 4-34

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5 System Operations 5-1

Introduction 5-1 System Management Operations 5-2 Operating FAX Attendant 5-6 Backing Up Files 5-12 Fax Equipment Operations 5-12

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6 Report Generation 6-1

Generating FAX Attendant Reports 6-1

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7 Troubleshooting 7-1

Troubleshooting 7-1

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A User Interface A-1

User Interface Information A-1

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B System Messages B-1

Introduction to System Messages B-1 Software Architecture B-3 System Message Format B-4 System Message Listings B-5

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Contents

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C FAX Attendant Menu Tree C-1

FAX Attendant Menu Trees C-1

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IN Index IN-1

iii

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Figures

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About This Guide

1. Typical Function Key Labels xii

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3 Implementing FAX Attendant

3-1. Status Screen 3-3 3-2. Integrated Solution III Main Menu 3-4 3-3. AUDIX Voice Power/FAX Attendant Menu 3-5 3-4. Fax System Parameters Administration Menu 3-6 3-5. General Fax Parameter Administration Form 3-7 3-6. Voice System Parameter Administration Form 3-8 3-7. Fax System Parameters Administration Menu 3-10 3-8. Account Code Parameter Administration Form 3-11 3-9. Fax System Parameters Administration Menu 3-13 3-10. Account Code List Administration Form 3-14 3-11. Extension Directory Screen 3-16 3-12. AUDIX Voice Power User Screen 3-17 3-13. Subscriber Administration Screen, Page 1 of 2 3-18 3-14. Subscriber Administration Screen, Page 2 of 2 3-19 3-15. Extension Directory Screen 3-21 3-16. Special Purpose Extension Screen 3-22 3-17. AUDIX Voice Power User Screen 3-23 3-18. Subscriber Administration Screen, Page 1 of 2 3-24 3-19. Subscriber Administration Screen, Page 2 of 2 3-25 3-20. Extension Directory Screen 3-26 3-21. AUDIX Voice Power User Screen 3-27 3-22. Subscriber Administration Screen, Page 1 of 2 3-28 3-23. Subscriber Administration Screen, Page 2 of 2 3-29 3-24. Service Administrator Registration Form 3-33 3-25. Outcalling Administration Form 3-34 3-26. Fax Group List Administration Form 3-36 3-27. Fax Group List Editing Form 3-37 3-28. Fax Group List Administration Form 3-38 3-29. Fax Group List Administration Form 3-40

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Figures

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4 Fax Response Administration

4-1. Status Screen 4-2 4-2. Integrated Solution III Main Menu 4-3 4-3. AUDIX Voice Power/FAX Attendant Menu 4-4 4-4. Fax Response Administration Menu. 4-5 4-5. Fax Response Workspace Administration Menu 4-6 4-6. Edit Workspace/Edit Inactive Fax Messages Form 4-7 4-7. Edit FaxMenu Form. 4-9 4-8. FaxMenu Message Administration Form 4-10 4-9. Fax Response Coversheet Administration Screen 4-24 4-10. Fax Response Workspace Administration Menu 4-26 4-11. Copy Service Into Workspace Menu 4-27 4-12. Edit FaxMenu Form 4-31 4-13. FaxMenu Message Administration Form 4-32 4-14. View Service screen 4-36

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5 System Operations

5-1. Integrated Solution III Main Menu 5-13 5-2. Fax Equipment Operations Screen 5-14 5-3. Fax Channel Administration Screen 5-15 5-4. Change State of Fax Equipment Form 5-16 5-5. Administer Fax Line Extension screen 5-17 5-6. Fax Equipment Diagnostics Screen 5-20 5-7. Fax Equipment Diagnostics - Results Screen 5-21

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6 Report Generation

6-1. Reports Menu 6-2 6-2. AUDIX Voice Power/FAX Attendant Reports Menu 6-3 6-3. System Reports Menu 6-8

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About This Guide

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Purpose and Scope

The information in this guide is organized to help System Managers perform day-to-day management and operation of the FAX Attendant System. In addition, basic information is offered about connections to, and administration of the MERLIN LEGEND Communications System as it is affected by the FAX Attendant System. The MERLIN LEGEND, however, requires detailed installation and administration. The replace the documents that accompany your communications system. The

AT&T AUDIX Voice PowerTM/FAX Attendant System Implementation

to be followed for initial implementation. This guide describes each feature of FAX Attendant and provides information on

administration and daily operation. This guide is divided into the following chapters and appendices:

Chapter 1: Introduction presents an overview of FAX Attendant features and configurations.

Chapter 2: Feature and Planning Review provides a condensed description of system features, system planning, and system planning forms. System planning is covered in more detail in the

Voice PowerTM/FAX Attendant System

document.

document discusses the specific tasks and sequences of tasks

System Manager’s Guide

is not intended to

Planning and

Planning and Implementation

AT&T AUDIX

Chapter 3: Implementing FAX Attendant explains how to enter the data from the system planning forms to administer system-wide features when setting up your FAX Attendant system. It also describes system-wide

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About This Guide

tasks, with related menus and windows, required to administer the system. Additionally, this chapter explains how to enter the voice phrases for FAX Attendant services.

Chapter 4: Fax Response Administration describes how to plan, implement, and modify a Fax Response service for your company.

Chapter 5: System Operations describes operational procedures that need to be performed on a regular basis. Operational procedures include backup, system shut-down, system re-boot, system reset, voice system startup and shutdown.

Chapter 6: Report Generation explains how to generate reports on telephone and message space usage, as well as other system reports.

Chapter 7: Troubleshooting explains general problem resolution. Appendix A: User Interface Information explains how to use menus and

windows, describes function keys and their use, and gives general information that is particularly helpful to the novice system user.

Appendix B: Error Messages gives a full listing of system error messages together with suggested responses.

Appendix C: FAX Attendant Menu Tree provides an overall picture of the menu structure.

Intended Audience

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This guide is for System Managers. The information is organized to help System Managers perform day-to-day the management and operation of the system. Each feature of FAX Attendant is described along with information on administration and daily operation.

Assistance

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If you have questions or problems with FAX Attendant, please try to resolve them by using this guide and other related documents. If you are still unable to resolve the problem, contact the National Service Assistance Center (NSAC) at 1-800-628-2888 for assistance or your AT&T Authorized Dealer.

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About This Guide

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How to Use This Guide

This guide contains a complete description of the FAX Attendant system. During initial implementation, the System Manager should become familiar with

the FAX Attendant System by reading all of this guide and the

Voice PowerTM/FAX Attendant System

document. For day-to-day operations, the System Manager and the Service Administrators

should read those portions of this guide and of the

PowerTM/FAX Attendant System

are related to their job responsibilities.

Conventions Used in this Guide

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The following conventions are used in this guide:

Planning and Implementation

AT&T AUDIX

AT&T AUDIX Voice

document that

Commands and text you should type appear Values, instructions, and prompts that appear on the screen are in this

style of type. Key names that are always located on the keyboard in the same place

appear in smooth-cornered boxes, as in Touch-tone keys on the telephone set keypad are enclosed in squares,

such as Functions keys (keys that start with an F, followed by a number), appear

in boxes with the current meaning following in parentheses such as (SAVE).

The current meanings of the function keys are shown by labels at the bottom of the screen. On the screen diagrams in this manual, each label box may contain two labels (top and bottom). On the actual screen, either the top set of labels or the bottom set of labels will show, not both.

On the screen diagrams, the top label is the meaning of the function key when the screen first appears. These meanings have been selected to be the most useful for that screen. The bottom label is the meaning of the function key after the

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F8 (CHG-KEYS) again restores the top labels.) A typical set of key labels

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on a screen diagram might be:

3 and

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# .

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F8 (CHG-KEYS) key has been pressed. (Pressing

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in this style of type

Enter

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About This Guide

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Any screen information

HELP

LST-MENU

LST-ANNS

DISPLAY CANCEL

SPCM-ADMDEL-MENU

DEFINESAVECHOICES

FRM-MGMT

CHG-KEYS CHG-KEYS

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Figure 1. Typical Function Key Labels

xii

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About This Guide

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Introduction

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Overview

AT&T FAX Attendant System

capabilities of all fax machines attached to a company’s telephone network. FAX Attendant is based on the Integrated Voice Power FAX Attendant Application software that runs on the Master Controller III (80486/SX) computer.

FAX Attendant provides the following features:

Coverage for busy or out-of-paper fax machines Plain paper printing Message arrival notification Privacy for incoming fax messages Off-site access to received messages Automatic retry for busy fax machines Fax delivery reports Faxes sent to multiple destinations at one time (broadcasting) Economy fax transmissions Private fax numbers or personal fax machines for anyone in your

company

is a software application that enhances the

System software and the

Fax information database for your customers (Fax Response service)

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Introduction

FAX Attendant interfaces with a local telephone system and processes fax messages and controls announcements that are stored on disk memory. FAX Attendant prompts internal and external callers to make menu choices by pressing the appropriate touch-tone button.

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FAX Attendant Services

FAX Attendant includes the following services:

Fax Call Answer

Fax Call Answer allows FAX Attendant to receive fax messages for subscribers whose fax machines are busy or out of paper. This feature also enables subscribers to use personal fax mailboxes for confidential receipt and remote access to fax messages.

Fax Mail

Fax Mail allows subscribers to send fax messages to one or more fax numbers or use a distribution list, retrieve fax messages from their mailbox, record personal greetings, change their account passwords, delivery report setting, and autoprint setting, administer outcalling, and create fax distribution lists.

Fax Response

Fax Response allows you to dedicate a phone number for your prospective customers to call and retrieve information on your products or services, news or virtually any other hard copy information. Fax Response directs callers through a series of prompts to retrieve information on their fax machines. Callers are greeted with spoken prompts that guide them in pressing touch-tone buttons to access the information. No more requesting information and waiting for it to arrive in the mail. Fax Response allows interested parties to get their information immediately by fax.

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FAX Attendant Features

FAX Attendant includes the following features:

Broadcast feature

FAX Attendant can broadcast a single fax to up to 1,000 locations. Using the Fax Mail service, a subscriber enters numbers or distribution list numbers, then presses Start on the fax machine. FAX Attendant stores the fax message in memory and sends it using the fax ports administered to distribute fax messages.

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Introduction

Intelligent Auto-Retry

If an outbound fax message is not successfully delivered, FAX Attendant keeps trying to deliver the message until the maximum retry period (an administerable parameter) is reached. When this time period expires, FAX Attendant generates a failed delivery report for the subscriber who initiated the message.

If a fax is interrupted during transmission, FAX Attendant resends the message, sending only the cover page and any previously unsuccessfully transmitted pages.

Economy Delivery

The Economy Delivery option allows a subscriber to defer delivery of a fax until the system administered economy time period; generally, when the telephone rates are lower.

Delivery Reports

FAX Attendant can create a delivery report for every fax. One report is generated regardless of the number of destinations. The report summarizes the status of each delivery.

Each subscriber can choose his or her own delivery report setting. The options for this feature are on or off. If it is turned on, the subscriber receives a delivery report for every fax transmission. The report includes the time the fax was submitted, a reduced image of the cover sheet, and a summary of the delivery status to each destination. If it is turned off, a report is still generated if the system is unable to successfully transmit to any destination.

Additionally, if the delivery report option is turned off, an intermediary delivery report is placed in the subscriber’s mailbox after each pass through the list of destinations. At the end of the retry period, FAX Attendant generates a final delivery report.

Distribution Lists

Distribution lists provide a convenient way to send the same fax message to many locations. Each subscriber can have up to 250 distribution lists with up to 250 members in each list. Subscribers can use their own lists or lists of other subscribers, but cannot change lists stored by other subscribers. Subscribers can program their own distribution lists using any touch-tone telephone. Optionally, the System Manager can enter long lists at the system console.

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Introduction

Call Accounting Integration

FAX Attendant can be administered so that information about each call placed by FAX Attendant is collected by the call accounting system on the telephone switch. Account codes can be administered for each subscriber and for the Fax Response service so they can be tracked separately.

Fax Machine Call Coverage

FAX Attendant can act as a coverage point for fax machines that are either busy, broken, or out of paper.

switch-integrated system.

Personal Fax Extensions

Provided through Direct-Inward-Dial (DID) or Personal Lines and PBX integration, FAX Attendant subscribers can have their own fax extensions, which are routed directly to FAX Attendant.

a switch-integrated system.

DID extension, FAX Attendant prompts senders to enter the subscriber’s voice extension to identify the recipient’s mailbox. If no extension is entered, FAX Attendant sends the fax message to the group administrator’s mailbox.

If the subscriber does not have a personal

This feature operates only in a

This feature operates only in

Group Fax Numbers

A group fax number is a fax telephone number that is assigned to a group of FAX Attendant subscribers. The number allows group members to use inbound fax features, such as receiving fax messages confidentially or from a remote location. to a group fax number.

Receiving Fax Messages Confidentially

This feature refers to the system’s capability of holding fax messages until the subscriber is ready to print them.

Remote Retrieval/Hold Fax Messages

FAX Attendant’s capability of storing all received fax messages allows subscribers to call in from any location to retrieve their faxes. Fax messages can be delivered to a remote site either on the same call (if calling from a fax machine), or to a specified fax number.

Subscribers can administer their own Fax Mail IDs to do one of three things with incoming fax messages: print on a common laser printer, print to a fax machine, or save to the subscriber’s FAX Attendant mailbox. When a subscriber logs in, FAX Attendant announces how many voice messages are present (if AUDIX Voice Power is co-resident) and how many fax messages are being held or have been autoprinted.

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Introduction

Autoprinting

Subscribers have the option to have their messages printed automatically at the system’s default destination. The default destination is set by the System Manager and can be either a fax machine or the system’s laser printer. When autoprinting is on, FAX Attendant automatically forwards messages to the default destination. When autoprinting is off, FAX Attendant holds messages in the subscriber’s mailbox, so they can be printed confidentially or at a remote location.

Message Waiting Lamp (MWL) Notification

Use of this feature depends on whether FAX Attendant is operating in a standalone or co-resident system, as follows:

— MWL with a Co-resident System:

In a co-resident application, where FAX Attendant is operating with AUDIX Voice Power, the MWL is lit for both voice and fax messages. When a subscriber notices that the MWL is lit, that person calls the Voice Mail telephone number to hear how many and what kind of messages are waiting. For example, "You have six voice messages and two held fax messages." The summary message also notes any autoprinted fax messages that have been received. If autoprinted fax messages exist, these faxes only appear in the summary message one time; so that if the same subscriber were to call the system back immediately, no auto printed fax messages would be noted in the summary message.

— MWL with a Standalone System:

When FAX Attendant serves as an adjunct to AUDIX, subscribers still get notification of both fax and voice messages in the same summary message. When a fax message arrives, FAX Attendant sends a Leave Word Calling message to the switch. AUDIX intercepts this message, turns it into a Voice Mail message, and lights the message waiting lamp. When the subscriber calls AUDIX, the summary message notes how many voice messages have been received. Some of these messages may say, "Leave Word Calling message from FAX Attendant," which indicates a fax message has been received. After listening to the rest of the voice messages, the subscriber can log into Fax Mail and pick up the fax messages.

Outcalling

FAX Attendant can provide outcalling notification of received fax messages to a telephone number on a pager or to a telephone that has no MWL. Subscribers can administer their own outcalling numbers, decide when outcalling will be active (24-hours per day, or during system administered hours, such as 8 a.m. to 6 p.m.), and turn outcalling on or off.

1-5

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Introduction

Plain Paper Printing

FAX Attendant can print fax messages on an optional system laser printer or plain paper fax machine. The printer can be used to print system reports and can be used as the default destination for a group of subscribers. It is not recommended that you use this printer to print everyone’s fax messages because you can attach only one laser printer to FAX Attendant, and printing fax messages on the laser printer takes longer than printing on a fax machine.

New Features for Release 2.1.1

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FAX Attendant is a PC-based product that provides an integrated voice/fax mailbox, fax broadcasting, fax bulletin board, coverage for busy or off-line fax machines and other touch-tone based fax services. FAX Attendant 2.1.1 runs under Integrated Solution (IS) III and offers the following enhancements to Release 1.0:

Co-residency with the AUDIX Voice Poer System

FAX Attendant 2.1.1 runs under the Integrated Solution (IS) III software and is co-resident with the AUDIX Voice Power system. It is compatible with Integrated Solution III (IS-III) and the MERLIN LEGEND Communications System R2.0.

Integrated Administration

Certain administrative tasks in FAX Attendant, such as assigning services to channels and subscriber administration, can be done using the Integrated Administration feature.

Through a menu-driven interface, this feature allows concurrent administration of the FAX Attendant and the MERLIN LEGEND switch parameters necessary to support the FAX Attendant System. Integrated Administration allows both the telephone switch and the software application to share common information, such as extensions and user names, in their databases. This information sharing saves data entry time during initial FAX Attendant setups, and saves time for the System Manager during ongoing administration.

The Integrated Administration feature is also used with the AT&T AUDIX Voice Power

system which is co-resident with FAX Attendant.

1-6

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Introduction

Consolidated Delivery Reports

If a subscriber elects to receive delivery reports for each fax sent, a single-page fax report will be generated containing all confirmation information associated with a particular fax transmission. Since this report contains information for all the intended destinations of a particular fax message, this feature eliminates separate confirmation reports for each targeted destination. If the subscriber turns this feature off, a report is still generated if the system is unable to successfully transmit to any destination.

Outbound Channel Limitations

This feature allows a System Manager to define the maximum number of channels that will be used for outgoing fax delivery calls. By predetermining the maximum number of fax channels that can be simultaneously used for outbound fax delivery calls, the System Manager can better optimize the performance of the system.

Customized System Cover Sheet for Fax Response

This feature allows the System Manager to create and load an optional system-wide coversheet to be attached to each outgoing Fax Response fax message. The coversheet design can be a combination of text and graphics.

Improved Component/Port Level Diagnostics

This enhancement allows the System Manager to identify any faulty ports during a diagnostic test run.

Additional features incorporated into the user interface include:

Name Addressing

Name addressing allows FAX Attendant users with the ability to address fax messages to subscribers by dialing the last name of the subscriber rather than an extension number. This feature can be used wherever addressing is done in the Fax Mail, Fax Call Answer, and Fax Response services.

Fax CNG Tone Recognition

This feature provides detection of the fax calling (CNG) tone of certain autodialing fax machines. The CNG tone recognition allows Fax Call Answer to bypass any prompts and deliver the incoming fax message to the appropriate address.

Administrable Fax Mailbox Size

This feature allows the System Manager to define the fax mailbox capacity in units of pages for each subscriber.

1-7

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Introduction

Subscriber Name Administration

Subscriber name administration allows the Fax Mail service administrator to record multiple subscriber names without having to log on as each subscriber. This feature is especially useful since it is desirable to have a recorded name for each subscriber to take advantage of the name addressing feature. Individual subscribers still have the option of recording their own names in their own voices.

Message Overflow to General Mailbox

This feature provides a system-wide option that sends new Fax Call Answer messages to a general mailbox if a subscriber’s mailbox becomes full. The System Manager can define the profile parameters of the general mailbox so that overflow messages will or will not autoprint.

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Telephone System Interface

There are several telephone systems that can support FAX Attendant. Each system has its own particular features and requirements. This switch-specific information for the MERLIN LEGEND the

AT&T AUDIX Voice PowerTM/FAX Attendant System

Implementation

document.

Communications System is discussed in

Planning and

Signaling information from FAX Attendant to the telephone switch is provided over analog voice channels. This includes switch-hook flashing to transfer calls and in-band tone signaling to control message waiting lights.

FAX Attendant can operate in either switch integrated or non-switch integrated mode. In both modes, information is transmitted over voice channels. The MERLIN LEGEND the integrated mode.

Switch-Integrated Mode

In the switch-integrated mode, caller and called party identification information is transferred from the switch. As a result, callers generally do not have to enter extension numbers upon reaching the Fax Call Answer service. However, FAX Attendant can be programmed to prompt callers to enter this information for Group Fax numbers.

In the switch-integrated mode, subscribers are not required to enter extension numbers when logging into FAX Attendant from their own extensions.

Communications System operates with FAX Attendant in

1-8

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Introduction

Co-Resident Configuration

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In the co-resident configuration, FAX Attendant is run with AUDIX Voice Power, allowing you to administer both AUDIX Voice Power and FAX Attendant features at any time using the same software.

This guide explains in detail only those features that apply specifically to FAX Attendant. For information on features that are specific to AUDIX Voice Power consult the

AUDIX Voice PowerTM, Release 2.1.1, System Manager’s Guide

1-9

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Feature and Planning Review

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Review of System Planning

This chapter reviews the features of FAX Attendant and the planning process you should follow to configure the FAX Attendant system appropriately to meet your company’s needs.

Use the comprehensive instructions and planning forms found in the

AUDIX Voice PowerTM/FAX Attendant System

document to define your system. When you have completed the planning for your system, you can begin the implementation of your plan. Gather the forms that you have filled out and use their content as input in conjunction with the procedures in Chapters 3 and 4 of this guide to implement your system. Be sure to deliver copies of all the completed forms to your implementation team. The completed forms should also be stored safely for ongoing administration.

Planning for FAX Attendant on the

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MERLIN LEGEND System

The planning needed on the system side is discussed in general terms here. For more information on planning for the system, please see the

PowerTM/FAX Attendant System

Planning and Implementation

AT&T AUDIX Voice

AT&T

document.

2-1

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Feature and Planning Review

Call Coverage Paths

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The Fax Call Answer service can be used to provide coverage for calls that are not answered by the fax machine at the called extension, and for personal fax numbers that do not have fax machines. In order to provide this coverage, the switch must direct the call to the Fax Call Answer service when the switch detects that the telephone is busy or the maximum number of rings has occurred. The designation of one or more places to direct a call is known as the call coverage path.

The Fax Call Answer service of FAX Attendant acts as a call coverage point.

If the fax machine’s extension is busy or does not answer, the call will be sent to the Fax Call Answer service.

In other cases, particularly when there is a personal fax extension but no actual fax machine, calls are sent to the Fax Call Answer service.

It is necessary to plan the call coverage path for each subscriber. The FAX Attendant System Manager must work closely with the Switch Administrator to coordinate this effort.

Calling Groups

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A single calling group assigns a single number that rings at any available extension within the group.

The 12 voice channels that are available for AUDIX Voice Power and FAX Attendant services must be arranged into groups for each service that will be used. Fortunately, several of the most used services can share the same group. The MERLIN LEGEND Communications System supplies information about the call that allows AUDIX Voice Power/FAX Attendant to determine which service to provide for the call. Separate calling groups and channels must be assigned for the following services:

Message Drop Service (usually only one channel). Information Service (usually only one channel or replaced by Automated

Attendant). Fax Response Service.

A single calling group (the Automated Attendant group) should be used for Voice Call Answer, Fax Call Answer, Voice Mail, Fax Mail, and Automated Attendant. The service provided is based on whether the call is internal, external, or coverage, and whether the called extension is a voice or fax extension. If you do not want to use the Automated Attendant Service, use the single calling group for for Voice Mail Service to receive Voice Call Answer, Fax Call Answer, Voice Mail, and Fax Mail.

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Feature and Planning Review

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Planning the FAX Attendant System

Assigning Services to Voice Channels

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Each AUDIX Voice Power/FAX Attendant system has from four to twelve analog voice channels to which specific services must be assigned. When a call is received from the switch, the channel that carries the call and the called party information determine what service AUDIX Voice Power or FAX Attendant provides for the call. The number of channels with the same service assignment determines how many simultaneous calls can be processed by that service.

Before assigning channels, take the following factors into account:

Voice Call Answer Service, Fax Call Answer Service, Voice Mail Service, Fax Mail Service, and Automated Attendant can all share a group of voice channels. We recommend you use the Automated Attendant Service for the shared channels. The information passed from the MERLIN LEGEND Communications System to AUDIX Voice Power/FAX Attendant can be used to determine which service is provided. The actual service provided is based on the type of call (internal, external, or coverage) and the extension called (voice or fax). The service provided is selected as shown:

— External Call: Automated Attendant — Voice Extension Coverage (CA Assigned for subscriber): Call

Answer

— Voice Extension Coverage (AA Assigned for subscriber):

Automated Attendant — Fax Extension Coverage: Fax Call Answer — Internal Calls: Voice Mail (switchable to Fax Mail)

In systems that do not use Automated Attendant Service, specify Voice Mail Service for the shared channels.

The Fax Response Service requires dedicated voice channels. There is no point in having more voice channels dedicated to Fax Response than you have fax channels. The system may have from 4 to 12 voice channels, and from 2 to 12 fax channels. Internal and external callers always get Fax Response Service.

When a dedicated group of channels is not provided for Voice Mail Service and Fax Mail Service, subscribers can reach these services as follows:

Internal callers receive Voice Mail Service rather than Automated Attendant. Internal callers can switch from Voice Mail Service to Fax Mail Service by pressing the

External callers receive Automated Attendant service. External callers can switch from Automated Attendant to Voice Mail Service by pressing the

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R buttons at the Automated Attendant Menu. They can switch to the

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Fax Mail Service by pressing the

8 button at the Voice Mail Menu.

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8 button at the Voice Mail Menu.

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Feature and Planning Review

Callers to the Fax Response Service can switch from FAX Response to the FAX Mail Service by pressing the Response menu. They can switch to the Voice Mail Service by pressing

8 button at the Fax Mail Activity menu.

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In addition to the type of service assigned to each channel, it is necessary to know the extension number assigned to each voice and fax channel at the switch.

Assigning Lines/Pools to Voice Channels

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After assigning services to channels, the integrated administration requests additional information. For all services, it is necessary to specify the outside lines and line pools that will be routed directly to this service by way of the default calling group. Do this planning with your Switch Administrator. These assignments are necessary for operation of AUDIX Voice Power/FAX Attendant, and will be updated in the switch exactly as though they had been entered through the switch programming interface.

information separately a second time for the switch.

Switch Interface Parameters

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The switch interface parameters are specific for each switch with which FAX Attendant can work. The specific values necessary to tell FAX Attendant how to communicate with the MERLIN LEGEND Communications System are automatically set by the switch interface software. The default settings should not be changed.

It is necessary to enter the

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R buttons at the Fax

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System Parameters

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Certain parameters control overall system performance. These parameters must be initially set for each system and are rarely changed. The values for voice system parameters are collected on FORM EA in the

PowerTM/FAX Attendant System

values for fax system parameters are collected on FORM EF in the

Voice PowerTM/FAX Attendant System

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Planning and Implementation

AT&T AUDIX Voice

document. The

AT&T AUDIX

document.

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Feature and Planning Review

The parameters groups are:

Voice System Parameters

— Voice Mail Parameters. Voice Mail parameters are specific to

AUDIX Voice Power. In the co-resident configuration you do not

have to fill in these fields since they have already been populated

by the system. Consult the

Manager’s Guide

— Automated Attendant Parameters. Automated Attendant

parameters are specific to AUDIX Voice Power. In the co-resident

configuration you do not have to fill in these fields since they have

already been populated by the system. Consult the

Power

— Message Waiting Lamp Parameters. Message Waiting Lamp

parameters affect only the operation of message waiting lamps.

The Code to Light and Code to Extinguish parameters are

set automatically to the values preprinted on Form EA and must not

be changed. The default value for Refresh? is

recommended that the value for Refresh? be changed to no.

Consult the

Planning and Implementation

AUDIX Voice Power

for further information.

System Manager’s Guide

AT&T AUDIX Voice PowerTM/FAX Attendant System

for further information.

document for further information.

System

yes

AUDIX Voice

. It is

Fax System Parameters

— General Fax Parameters. General Fax parameters affect all fax

services. You determine the correct values to use according to the

requirements for your business. — Fax Response Parameters. Fax Response parameters affect the

Fax Response Service. You determine the correct values to use

according to the requirements for your business.

Fax Account Code Parameter Administration

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The Account Code feature of FAX Attendant allows you to use the MERLIN LEGEND Communications System Station Message Detail Recording (SMDR) feature to prepare reports on outbound fax usage by account number. With these reports, you can determine how much fax transmission time each subscriber used and then bill the respective departments. Account codes are optional and can be left blank. If you plan to use the account code feature, you will need to obtain the necessary parameter values from your Switch Administrator. Enter the account code parameters on FORM FF1 in the

Attendant System

(on the back of FORM FF1) to enter account codes. These codes can be stored in the system and retrieved during subscriber administration for easier data entry.

Planning and Implementation

AT&T AUDIX Voice PowerTM/FAX

document. Use FORM FF2

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Feature and Planning Review

Fax Account Code List Administration

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Account code list administration is an optional convenience feature that allows you to define a list of up to 30 account codes and assign it to the F2 (CHOICES) key to simplify data entry for subscribers. This feature is only of value if you have account codes that are used by more than one subscriber. Pressing the F2 (CHOICES) key when entering the Account Code field for subscribers will display the list so that a choice can be made instead of typing the account code. Enter the list of account codes on FORM FF2 (located on the back of FORM FF1) in the

AT&T AUDIX Voice PowerTM/FAX Attendant System

Implementation

Subscriber Administration

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document.

Planning and

The Integrated Solution III environment provides means that data for both the MERLIN LEGEND Communications System and for the AUDIX Voice Power and FAX Attendant applications systems is entered only once and routed and copied where it is needed.

Extension Directory

Both the MERLIN LEGEND Communications System and the AUDIX Voice Power/FAX Attendant system maintain databases.

The switch database contains information relating the MERLIN LEGEND hardware port addresses to the extension numbers and adjuncts, features provided to extension numbers (such as Call Restrictions, Labels), features provided on the extension station sets, coverage paths, calling groups, etc.

The AUDIX Voice Power/FAX Attendant database contains information about the services provided to each subscriber (extension) such as: switch call coverage, private fax extension, autoprinting on/off, etc.

The Integrated Solution III environment allows integrated administration as follows:

1. A portion of the switch database for extensions and adjuncts (the Extension Directory) is downloaded from the switch to the AUDIX Voice Power/FAX Attendant database. The Extension Directory contains the System Numbering Plan information already administered for the switch.

integrated administration

. This

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2. Changes are made in the AUDIX Voice Power/FAX Attendant database when the System Manager enters data.

3. When the changes made in the AUDIX Voice Power/FAX Attendant database will affect how the switch operates, they are uploaded to the switch as programming requests. This programming is done automatically, as the database changes are made, and is reported to the person making the changes.

4. The System Numbering Plan and the Extension Directory are synchronized daily by downloading the switch database automatically.

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Feature and Planning Review

Subscriber Administration Planning

Subscriber administration is a multi-step process, and therefore has multiple forms that match the data entry process step-by-step. Subscriber administration follows these steps:

1. The Extension Directory is downloaded from the switch. This information is used to update the local extension directory used by AUDIX Voice Power and FAX Attendant. In all cases, the information downloaded takes precedence if the information in the local directory does not match.

2. Additions and deletions of AUDIX Voice Power/FAX Attendant subscribers are recorded in the local extension directory and are propagated to the switch by adding or deleting extensions from the default Call Coverage group and making other changes as necessary. Physical extensions are not deleted from the switch database, they are only disconnected from the AUDIX Voice Power/FAX Attendant configuration. "Special" extensions that are not part of the System Numbering Plan are added and deleted as necessary for use in AUDIX Voice Power/FAX Attendant.

You record the basic Extension Directory information on FORM DX in the

AT&T AUDIX Voice PowerTM/FAX Attendant System Implementation

3. Once the basic information has been established for an extension, other operational parameters are requested. This includes whether the extension has call coverage provided by the switch, whether this is a new "special" extension, whether an automatic dialing button is to be programmed for the station set, and the subscriber’s associated private fax extension. (For additional information, see later in this chapter.)

You also record this information on FORM DX.

4. The voice associated parameters for the subscriber are entered. You record this information on FORM DA. (FORM DA is on the same sheet of paper as FORM DX.)

5. Finally, the fax associated parameters for the subscriber are entered. You record this information on FORM DF. (FORM DF is on the back of FORMS DX and DA.)

document.

Planning and

Types of Fax Subscribers

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Feature and Planning Review

Types of Fax Subscribers

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Generally, there are three FAX Attendant subscriber classes:

1. Personal Fax Number Subscribers without Fax Machines (Class 1)

2. Subscribers with Fax Mailboxes but without Personal Fax Numbers (Class

3. Fax Machine Call Coverage Subscribers (Class 3)

Personal Fax Number Subscribers without Fax Machines (Class 1)

Each Class 1 subscriber will have a personal fax number. This may be a Direct Inward Dial (DID) number from the Central Office telephone switch or a private line administered on the subscriber’s personal fax extension. A personal fax number will:

guarantee that all faxes for the subscriber will flow directly to the subscriber’s confidential mailbox.

give subscribers one fax number for distribution to anyone who wishes to send them faxes. These subscribers will have more control over their fax communications, with the ability to retrieve faxes from any location, any time of day.

alert subscribers to the arrival of all new fax messages, via their message waiting lamp and/or outcalling notification.

The Class 1 subscriber category includes anyone who will have a personal fax number, but does not have a fax machine. The exception will be group fax number administrators who are discussed later.

Subscribers with Fax Mailboxes but without Personal Fax Numbers (Class 2)

Class 2 subscribers are those who have confidential mailboxes, but do not have personal fax numbers. Incoming fax messages are sent to a group fax number and then stored in private mailboxes. Group fax accounts are useful for individuals who:

occasionally receive confidential messages and can give special instructions to those who send them faxes in order to receive them confidentially. Therefore, it is not important for these individuals to have a personal fax number.

travel occasionally and can give special instructions to those who would like to send them a fax while they are away. Therefore, it is not important for these individuals to have a personal fax number.

often need to broadcast fax messages, but do not often require special inbound fax services, such as those described above.

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