AT&T 585-310-231 User Manual

Table of Contents

585-310-231 Issue 2 December, 1995

INTUITY Integration with

MERLIN LEGEND

Communications System

Graphics © AT&T 1988

Contents

Table of Contents iii

About This Document xiii

■ Purpose xiii

■ Intended Audience xiii

■ How This Book Is Organi zed xiii

■ Conventions Used xv

■ Trademarks and Service Marks xvi

■ Related Resources xvii

■ How to Make Comments Ab out This Book xix

1 MERLIN LEGEND Integration Concep ts 1-1

■ Introduction 1-1

■ Switch Integration Concepts 1-3

■ Intuity AUDIX Voice Mail Services 1-5

■ Intuity Intro Voice Re s ponse 1-7

■ Port Considerations 1-7

Intuity Port Administration 1-9

Dynamic Allocation or Shared Ports 1-9 Dedicated Allocation 1-9

■ Automated Attendant Enhancements 1-10

Primary and Secondary

Automated Attendant Concepts 1-10 Automated Attendant Operation Schedule 1-10 Automated Attendant Operation Based on

MERLIN LEGEND Status 1-11 Automated Attendant Operation

Based on Intuity AUDIX Business Schedule 1-11 Automated Attendant Holiday Operation 1-12 Automated Attendant Tenant Service Operation 1-12

Issue 2.0 Dece m b er 199 5 v

Contents

Primary Automated Attendant Implementation

on the M ERLIN LEGEND Syst e m 1-12

Secondary Autom ate d Attendant Mode

Imp lem ent ati on on the M ERLIN LEGEND System 1-13

Nigh t Only Operati onal Mo d e Implem ent atio n

on the M ERLIN LEGEND Syst e m 1-13

General Call Handling by the Intuity System:

Routing Table 1-14

■ Other Features of Particular Interest

for the MERLIN LEGEND System 1-19

Multi p le Autom ate d A tte n d ant s 1-19 Direct to Voice Mail (DVM) But t o n 1-19

■ Functionality Differences

for the MERLIN LEGEND System 1-20

2 Planning the Integ rati on 2-1

■ MERLIN LEGEND

Integration Planning 2-1

Application Names 2-2 Number Plan 2-2 Voice Ports 2-2 Intuity AUDIX Subscribers 2-3 Loop-Start Reliable Disconnect 2-3 Intuity System Trunks 2-3 Group Coverage 2-3 Group Calling 2-4 Restrictions and Allowed and Disallowed Lists 2-5 Night Service 2-6

■ Intuity System In t e g rati on Planning 2-6

Digits in Dial Plan 2-7 System Features 2-9 Channel Info rmat ion f or Instal lat ion 2-9 Assign S ervice to Called Num b e r 2-9 Ro uting Table 2-10

vi Issue 2.0 Decemb er 1995

Contents

Business Schedules 2-14 Holiday Schedules 2-16

3 Implementing the Integration 3-1

■ Hardware Platform Installation 3-1

■ Hardware Platform Connection 3-1

■ Compl etin g the Software Installation 3-2

■ MERLIN LEGEND Initial Administration 3-2

■ Intuity Syste m Initi al Adm inist ra tio n 3-3

Perform Acceptance T es t ing 3-5

■ Administer and Test

Op ti onal Intui ty Packages 3-6

■ Adm ini ster Au tom at e d A ttend ant Enhancements 3-6

■ Ad m inister MERLIN LEGEND Syst em

for Cut-to-Service 3-7

■ Adm ini ster Networ king 3-8

4 Connectivity 4-1

■ MERLIN LEGEND

Voice Port Requirements 4-2

■ Intuity Syste m Connections 4-3

IVC6 Connections 4-3

Connect IVC6 Boards Using 885A Adapter: 4-3 Connect IVC6 Boards

Using 104A Connecting Blocks: 4-4

Connecting Serial Ports 4-5

Connecting Administration Ports

Within 50 feet, Same Power Outlet 4-6

Connect Admin Ports

More Than 50 feet/Diffe re nt Power Outlet 4-7

Connecting SMDR Ports

Within 50 feet, Same Power Outlet 4-11

Connecting to Serial Port 2 (COM2) 4-11

Issue 2.0 December 1995 vii

Contents

Connecting to First Available Serial Port on

Multi-Port Serial Card 4-12

Connecting SMDR Ports

More Than 50 feet/Diffe re nt Power Outlet 4-13

Networking 4-18

Connecting Low-Speeed Digital Networking 4-18 Remote Maintenance 4-20 Remote Access 4-22

Dedicated Line Access 4-23

Connecting De dicat ed Lines within 50 Feet 4-23

Connecting De dicat ed Lines be yo nd 50 Feet 4-24

Remote Access (Dial-Up) Connections 4-28

5 MERLIN LEGEND Switch Admin istrati on 5-1

■ Disconnect Signaling Reliability 5-1

■ Group Coverage Member Assig nments 5-2

■ Group Calli n g Member Assignments 5-3

■ Group Calli ng Trunk or Pool Assignments 5-4

■ Hunt Type 5-5

■ Group Coverage Receiver 5-7

■ Group Type 5-8

■ Allowed List s 5-9

■ Assign A llowe d Lists to Intu ity Ports 5-10

■ Disallowed Lists 5-12

■ Assign Disallowed Lists to Intuity Ports 5-13

■ Assign Extensions for Night Service 5-15

■ Assign AUDIX Calling Group for Night Service 5-16

6 Intuity System Administratio n 6-1

■ Administering the Sw itch Inter face 6-1

Stopp i n g and Restarting the Voice System 6-2

viii Issue 2.0 December 1995

Contents

■ Entering the Business Schedules 6-4

■ Entering the Holiday Schedules 6-6

■ Entering the Routing Table 6-8

■ Other Ad m inistrati o n 6-10

A System Security and Toll Frau d A-1

■ Pr otecting Your System A-1

Switch Security A-2

Security Tips A-2

Voice Messaging System Security A-3

Security Tips A-3

Automated Attendant System Security A-4

Security Tips A-5

■ Subscrib er Pa s sword Guidel ine s A-5

■ Switch Administration A-6

Restrict Outward Dialing A-6 Res trict Toll Areas A-6 Create Disallowed Number Lists A-6 Create Allowed Number Lists A-6 Restrict AMIS Networking Number Ranges A-7

■ Intuity AUDIX Administration A-7

Outcalling A-7 Mailbox Administration A-8 Basic Call Transfer A-8

■ Detecting Toll Fraud A-9

Call Detail Recording A-9 Intuity AUDIX Traffic Reports A-10

■ AT&T’s Statement of Direction A-10

AT&T Security Offeri n g s A-11 AT&T Toll Fraud Crisis Intervention A-12 AT&T Corporate Security A-12

Issue 2.0 December 1995 ix

Contents

B Installing MERLIN LEGEND

Software on the Intuity System B-1

■ Requirements B-2

■ Procedure 1: Stop the Voice System B-2

■ Procedure 2: Load the

MERLIN LEGEND Software B-3

■ Procedure 3: Turn on Transfer Feature B-6

C Switch Administratio n for INTUITY Lodging C-1

■ Introduction C-1

■ Hunt Group Administration C-1

■ Message Retrieval Administration C-2

Message Retrieval in Lodging Syst em s with ou t

AUDIX C-2

Message Retrieval in Systems Shared with AUDIX C-2

Retrieval from the AUDIX Application C-2 Retrieval from the Lodging Applica tion C-2

Alternate Message Retrieval Metho d C-2

■ Voice Mail Administrati o n C-4

■ Call Coverage Path C-5

■ Do Not Disturb C-5

■ Cut-to-Service C-5

Gradual Cut-to-Service C-6 One-Step Cut-to-Service C-6

■ Summary C-7

x Issue 2.0 Dec e mber 1995

Contents

ABB Abbreviations ABB-1

GL Glossary GL-1

IN Index IN-1

Issue 2.0 December 1995 xi

Contents

xii Issue 2.0 December 1995

About This Document

Purpose

This book, 585-310-231, contains information needed to integrate an Intui ty™ sy stem with a

MERLIN LEGEND

Intui ty Integration with MERLIN LEGEND Communications Syste m,

Communications System .

Intended Audience

This book is intended for system administrators, impleme ntors, on-site technicians, and Remote Service Center personnel suppo rtin g the Intuity system.

How This Book Is Organized

This book is organized into the following chapters:

■ About This Document

This preface describes the book’s purpose, intended audiences, organization, conventions, trademarks and service marks, and related resources. This preface also explains how to make co mments about the book.

■ Chapter 1, ‘‘MERLIN LEGEND Integration Concepts’’

This chapter describes the operation of the Intuity sy stem an d how it is integrated with the MERLIN LEGEND Communication Syste m.

Issue 2.0 December 1995 xiii

■ Chapter 2, ‘‘Planning the Integration’’

This chapter provides Intuity system and MERLIN LEGEND system planning worksheets and a dministration forms to help record information needed for the integration of the Intuity system and the MERLIN LEGEND Communications System. It also explains how to fill out the forms.

■ Chapter 3, ‘‘Implementin g the Integration’’

This chapter describes the steps necessary to implement the integration between t he MERLIN LEGEND system and the Intuity system, a n d describes where to find each necessary procedure.

■ Chapter 4, ‘‘Connectivity’’

This chapter provides connection diagrams and instructions for physically connecting the Intuity system to the MERLIN LEGEND Communi cat ions System an d to other de vices as necessary for s ystem o p erat ion.

■ Chapter 5, ‘‘MERLIN LEGEND Switch Administration’’”

This chapter contains instru ctions f or using the System Programming and Maintenance Utility (SPM) to enter the da t a on the fo rms completed in Chapter 2.

■ Chapter 6, ‘‘Intuity System Administrat ion’’

This chapter contains instructions for administering the Intuity system for use with t he MERLIN LEGEND Com munications System by en t ering d ata on the forms co m p l e t e d in Cha p t er 2. Procedures are provided only for MERLIN LEGEND system-specific items and for new Intuity feat ures not described elsewhere.

■ Chapter A, ‘‘System Security and Toll Fraud’’

This app endix provides important information for securing the system against telecommunications fraud. Review the information in this appendix bef ore start i n g the swit c h int e g rati on p rocess.

■ Chapter B, ‘‘Installing MERLIN LEGEND Software on the Intuity System’’

This app endix contains procedures for installing the MERLIN LEGEND switch integration software on the Intuity system.

■ Chapter C, ‘‘Switch Administ ra tio n for INTUITY L o dg ing’’

This app endix contains information about installing the M ERLIN LEGEND switch integration with an Intuity system operating the Intuity Lodging ap p lication.

■ Abbreviations

This section provides a list of abbreviations and acronym s used in Intuity Voice Processing documentation.

xiv Issue 2.0 Dece m ber 1995

■ Glossary

ENTER

The gl ossary provides a definition of terms and acronyms used in Intuity Voice Processing documentation.

■ Index

The index provides an alphabetical listing of p rincipal subjects covered in this book.

Conventions Used

The following conventions were used in this book:

■ Rounded boxes represent keyboard keys that you press.

For example, an instruction to p re ss the enter key is shown as follows: Press .

■ Square boxes represent phone p a d keys that you press.

ENTER

For example, an instruction to p ress zero on the ph o n e p ad is shown as follows:

Press .

■ The word

enter

means to type a value and press .

ENTER

For example, an instruction to type y and press is shown as follows: Enter y to continue.

■ Two or three keys that you press at the same time (that is, you hold down

the first key while pressing the second and/or third key) are shown as a rounded box that contains two or more words separated by hyphens. For example, an instruction to press and hold while typing the le tter d is

ALT

shown as follows: Press

■ Commands and text you type or enter appear in bold.

■ Va lues, instructions, and prompts that you see on the screen are shown as

ALT-d

follows:

Press any key to continue.

■ Variables that the system supplies or that you must supply are shown in

italics

. For example, an error message including one of your filenam es is

shown as follows: The file

filename

is formatted incorrectly

Issue 2.0 Decemb er 1995 xv

■ The sequence of menu options tha t you must select to displa y a specific

screen is shown as follows: Begin at the INTUITY Administration menu, and select the following

sequence:

> Voic e System A d m inist rati o n

> Voice Equipme nt

In this exampl e, you would first access the INTUIT Y Administration menu. Then you would sele c t the Voice Syste m Administration optio n to display the Voice System Administration menu. From that menu, you would select the Voice Equi pment option to display the Voice Equipment screen.

Trademarks and Service Marks

The followin g trademarked products may be mentioned in this book:

Product Name Company

AUDIX® Registered trademark of AT&T COMSPHERE® Registered trademark of AT&T Paradyne Corp. CONVE RSANT® Voice Information

System Intuity™ Trademark of AT&T MERLIN LEGEND® Registered trademark of AT&T Paradyne® Registered trademark of AT&T UNIX® Registered trademark of UNIX Systems

Registered trademark of AT&T

Lab oratori es, I n c .

xvi Issue 2.0 Dece m ber 1995

Related Resources

In add i t ion t o this document, you may need to reference the following documents:

Document

Document Number Issue

INTUITY™ Release 3.0 System Description INTUITY™ Documentation Guide INTUITY™ New System Plannin g for Release 3.0 INTUITY™ Release 3.0 Planning for Upgrades INTUITY™ Release 3.0 Planning for Migrations INTUITY™ Installation Checklist INTUITY™ MAP/5 Hardware Installation INTUITY™ MAP/40 Hardware Installation INTUITY™ MAP/100 Hardware Installation INTUITY™ Software Installati o n for Release 3.0 INTUITY™ Release 3.0 Upgrade Procedures INTUITY™ Release 3.0 Migration Procedures INTUITY™ Platform Administration and Maintenance for

Release 3.0 INTUITY™ AUDIX® Release 3.3 Administration and

Feature Op erations INTUITY™ FAX Messaging Administrati on an d Addenda

585-310-232 1 or later 585-310-540 2 or later 585-310-605 2 or later 585-310-653 1 or later 585-310-652 1 or later 585-310-161 2 or later 585-310-146 2 or later 585-310-138 2 or later 585-310-139 2 or later 585-310-160 2 or later 585-310-164 2 or later 585-310-233 2 or later 585-310-557 2 or later

585-310-552 3 or later

585-310-558 1 or later

INTUITY™ AUDIX® Digital Networking Administration AMIS Analog Networking INTUITY™ Lodging Administration and Feature Operations INTUITY™ Lodging Property Management System

Specifications INTUITY™ Call Accounting System User Guide INTUITY™ Call Accounting System Quick Reference INTUITY™ Intro Voice Response and A ddenda INTUITY™ Message Manager Release 2.0 User’s Guide AUDIX® Administration an d D ata Acquisition Package

585-310-533 2 or later 585-300-512 6 or later 585-310-559 1 or later 585-310-234 1 or later

585-310-728 1 or later 585-310-729 1 or later 585-310-716 1 or later 585-310-731 1 or later 585-310-502 4 or later

Issue 2.0 December 1995 xvii

INTUITY™ Integrati on with System 75 and DEFINITY® Communications System Generic 1 and Generic 3

585-310-214 4 or later

INTUITY™ Integrati on with System 85 and DEFINITY® Communications System Generic 2

INTUITY™ Integrati on with MERLIN LEGEND® Communications System

INTUITY™ Integrati on with the 5ESS® Switch INTUITY™ Integrati on with DMS-100 INTUITY™ Integrati on with Northern Tele com® SL-1,

Meridian™, and Meridian SL-1 INTUITY™ Integrati on with Mit el™ SX-200® DIGITAL, SX-

100®, and SX-200® INTUITY™ Integrati on with NEC® NEAX™ INTUITY™ Integrati on with ROLM™ 8000, 9000, 9571 INTUITY™ Lodging Artwork Package Voice Messaging Quick Reference A Portable Guid e to Voice Messaging INTUITY™ Voice/FAX Messaging Quick Reference INTUITY™ Voice/FAX User Guide

585-310-215 2 or later

585-310-231 2 or later

585-310-219 1 or later 585-310-223 1 or later 585-310-221 2 or later

585-310-222 2 or later

585-310-216 2 or later 585-310-220 2 or later 585-310-739 1 or later 585-300-702 3 or later 585-300-701 3 or later 585-310-734 1 or later 585-310-733 1 or later

Multiple Personal Greetings Quick Reference Voice Messaging Wallet Card Voice Messaging Outcalling Quick Reference Voice Messaging Business Card Stickers INTUITY™ AUDIX® R3.3 Voice Messaging Subscriber

Artwork Package INTUITY™ AUDIX® R3.3 Voice/Fax

Messaging Quick Reference–Canadian French INTUITY™ AUDIX® R3.3 Voice/Fax

Messaging Quick Reference–British English INTUITY™ AUDIX R3.3® Voice/Fax

Messaging Quick Reference–Latin Spanish INTUITY™ AUDIX R3.3® Voice/Fax

Messaging Quick Reference–Greek INTUITY™ AUDIX R3.3® Voice/Fax

Messaging Quick Reference–Mandar in

585-300-705 5 or later 585-304-704 2 or later 585-300-706 1 or later 585-304-705 2 or later 585-310-735 1 or later

585-310-734FRC 1 or later

585-310-734ENB 1 or later

585-310-734SPL 1 or later

585-310-734GK 1 or later

585-310-734CHM 1 or later

xviii Issue 2.0 December 1995

INTUITY™ AUDIX R3.3® Voice Messaging Subscriber Artwork Package British English

585-310-739ENB 1 or later

INTUITY™ AUDIX® R3.3 Voice Messaging Subscriber Artwork Package Canadian French

INTUITY™ AUDIX® R3.3 Voice Messaging Subscriber Artwork Package Latin Spanish

INTUITY™ AUDIX® R3.3 Voice Messaging Subscriber Artwork Package Greek

INTUITY™ AUDIX® R3.3 Voice Messaging Subscriber Artwork Package Mandarin

INTUITY™ AUDIX® R3.3 Voice Messaging Subscriber Artwork Package Japanese

INTUITY™ AUDIX® R3.3 Voice Messaging Subscriber Artwork Package U.S. En glish (A4 Sizing)

How to Make Comments About This Book

A reader commen t card is behind the title page of this book. While we have tried to make this boo k fit your needs, we are interest ed in your suggestions for improving it and urge you to c o mplete an d retu rn a reader comment card.

If the reader comment card has been removed, send your co m ments to :

585-310-739FRC 1 or later

585-310-739SPL 1 or later

585-310-739GK 1 or later

585-310-739CHM 1 or later

585-310-739JA 1 or later

585-310-739A4 1 or later

AT&T Product Documentation Development Department Room 22-2C11 11900 North Pecos Street Denver, Co 80234

Please include the title and order number of this book.

Issue 2.0 December 1995 xix

MERLIN LEGEND Integration Concepts

This chapter contains information that d escribes the Intuity system and explains how the Intuity system and the MERLIN LEGEND Communica t ions System work toget her.

Introduction

The AT&T Intuit y AUDIX® Voice Mail System (Intuity A U DIX) and the AT&T Intuity Intro Voice Resp onse System (Intuity IVR) provide business-oriente d, comput erized voic e services in support of a telecommunications system.

The Intuit y system uses voice promp ts and announcements to g uide c allers in sending and receiving voice messages through the use of touch-tone buttons on the ca ller’s tel ephone. Intui ty AU DIX ca n b e use d as a personal answering service, a messenger to individuals or groups, an information service, an office receptionist, and as an autom at ed attendant service. Intuity Intro Voice Resp onse can be used to develop sophisticated voice applic at ions tailored for a specific customer.

Intuity AUDIX and Intuity Intro Voice Response are soft ware app lication packages that build upon the Intuity service layer and the Intuity processing platform layer. (Refer to Figure 1-1.) The elements of the Intuity service layer and the Intuity processing platform layer are accessible to any ap plication package above them. By putting common elements such as switch integration, digital networking, voice processing, call control, and system administrat ion int o the service layer, these faci lit ies can be used by all current and future application packages.

Issue 2.0 Dece mber 1995 1-1

Developing the Intuity system with the processing platform layer as its base keeps reliability and maintainability as a focus throughout the product. The processing platform layer cont ains uti lities and tools that the layers above it can use, such as alarm processing, backup and restore utilities, activity logs, and the operation, administration, and maintenance interface. The h ardware of the processing platform layer inclu des the Multi-Application Platform (MAP) chassis with the central processing unit (CPU), memory (RAM), hard disk drive(s), removable media drives (f loppy diskette and tape) and the UNIX operati ng system.

The service layer includes the voice processing platform, Intuity AUDIX Digital Networking, and switch i ntegration. The service layer is similar to the processing pla tform layer in th at it provides to ols and utilities to the applications packages, but it is more specific in its offerings. The service layer includes hardware and software co m ponents integral to the services offered  the IVC6 voice card for processing speech, the AU DIX communications controller for Intuity (ACCX) card for digital networking, and system administration software for elements that span the plat form su ch as voice port administration.

The a pp lication package layer contains independent programs that meet a specific business need. The Intuity AUDIX Voice Mail System relies heavily on the foundation established b y the services and p rocessing p latform layers

Application Package Layer

Intuity AUDIX Voice Mail Intuity Intro Voice Response

Voice Mail Administration Subscriber Database Message Database

Transaction Definition Environment Voice Response Database Access Speech Administration

Service Layer

Voice Processing Platform

Speech Recording/Playback Call Control System Administration

Intuity AUDIX Digital Networking

Network Administration File Transfer

MERLIN LEGEND Switch Integration

Provides Call Information Transfers Calls

Processing Platform Layer

Event Handling Alarm Processing Backup/Restore

Activity Logs Remote Console Process Management

Operation, Administration, and Maintenance Interface Feature Administration UNIX Operating System

Figure 1-1. Intuity System Layers

1-2 Issue 2.0 December 1995

Switch Integration Concepts

Switc h integ ration

messagin g system and a switch in order to provide a seamless interface to callers and subscribers. A fully integrated voice messagi ng system uses information taken directly from the switc h to determ ine how to process each incoming phone call. (Refer to Figure 1-2.) Integrating the Intuity system and a MERLIN LEGEND switch do e s not r e q uire special equipmen t — the MERLIN LEGEND sy st e m sends ca ll information by touch-tones over the same voice circuits used for call processing.

refers to the sharing of information between a voice

MERLIN LEGEND

Communications System

Local Call

Intuity System

Coverage Local

Station

Trunk Call

Coverage Outside

Coverage

Group

Coverage Path

Trunk Call

Figure 1-2. Call Routing

Integrated

VMI

Calling

Group

Tip/Ring

Station Line

Direct Outside

Direct

Local Call

Local

Issue 2.0 December 1995 1-3

To understand how Intuity s ystem a p plications are integrated with the MERLIN LEGEND Commu nications Syst em, the followin g d e f ini tions wi ll be usef ul (more det aile d d e f ini tio ns are available in the MERLIN LEGEND Communications System d oc um e ntat io n ):

■ Coverage Path

When a call is not answered because the called station is busy or because the called station has not answered within a specifi ed number of rings, the call is sent to the next point in the coverage path. This may be a secretary, an attendant, etc. The last, or possibly only, coverage point is a calling group that sends calls to the Intuity AUDIX system.

■ Coverage Group

Group coverage is an arrangement in which a special coverage group act s as a rout ing point for a group of extensions whose coverage is handled in the same way. Calls that are not answered by a member of the coverage group are sent to the Intuity AUDIX system by programming a voice messaging interface (VMI) calling group as the receiver for the coverage group.

■ Voice Message Interface (VMI) calling group

A VMI calling group has the following characteristics:

— Calls to the group extension ring at the first available station. (That

is, each call rings at the first available station from the beginning of the list of st a tio n s.) This is c a l led “ l inear hunt .”

— Trunks can b e set to “ring in” to the calling group so that an

incoming trunk call goes directly to the first available station.

— The calling group can be programmed as the receiver for a

coverage group so that unanswered calls to the members of the coverage group automatically go to the first available station for coverage.

—An

integrated

VMI calling group provides call information to the voice port receiving each call. The call information allows the Intuity AUDIX system to determine:

■ If the call being processed was a direct call or a coverage

call

■ I f th e call was a direct inside call (to the c allin g group

number) or a direct outside call (on one of the trunks assigned to ring into the calling group)

■ If the coverage is for one ext ension calling another, or for a

call made from outside (trunk) to an extension

NOTE:

In a

generic

VMI calling group, call information is not supplied. A

generic VMI group is used for Intuity IVR a pplications only.

1-4 Issue 2.0 December 1995

Coverage for calls i s p ro vi ded b y assigning a call point of each extension’s co verage p a th. The calling group for the Intuit y voice ports is then programmed as the receiver for the call coverage group.

Additio nal informa tion req uired for coordination of the Intuity system and the MERLIN LEGEND system is passed in both directions by touch-tones. The Intuity system and the M ERLIN LEGEND system also communicat e by switc h -hook flashes and call progress tones.

Some features provided on other AT&T switches do not have corresponding call informatio n on the MERLIN LEGEND system. For examp l e, on DEFINITY/System 75 switches, a code indicates whether the reason for coverage is BUSY or NO ANSWER. As a result, the Intu ity syst em can provide different personal greetings based on this information on the DEFINITY/System 75, b ut not on the MERLIN LEGEND sy st e m . Simi larly, t he Day Ser vic e/Night Service feature available on the MER LI N LEGEND system ca n not be p rovided on the DEFINITY/System 75.

Intuity AUDIX Voice Mail Services

Intuity AUDIX is easy to operate. Callers receive spoken promp ts to g u i d e them in making choices by pressing the appropriate t ouch-tone button on the telephone.

Intuity AUDIX can be administered to provide the following kinds of services (examples):

coverage group

as the last

■ Call Answer

When the extension originally ca lled is busy or there is no answer, Intuity AUDIX allows the caller to leave a message, transfer to another extension, or transfer to an attendant. The person called (sub scriber) may provide a personal greeting to callers o r select a standard system greeting. The subscriber may set up a password to help protect against unauthorized access to messages. Messages can be picked up from the office or from an outside telephone.

The outcalli ng feature allows Intuity AUDIX to call a subscriber when a new messa g e arrive s. The su bscriber can specify the telephone or pager number to be called.

The call is passed from the MERLIN LEGEND system to the Intuity s ystem with c all inf orma tio n that indicates the co ve red extension number and whether the call was from an internal station or received on a trunk from outs i de. Based on this information and on c aller a c t ions i ndicated by pressing touch-tone buttons, the Intuity system can accept a message for the called extension’s voice mailbox or provide other special processing.

Issue 2.0 December 1995 1-5

■ Voice Mail

Voice mail services allows subscribers to send voice messages to other subscribers, listen to received messages, forward messages received with comments attached, reply to messages, and return calls to oth er subscribers who left messages. Subscribers can create and edit group lists an d send messages to one or more groups.

Voice mai l services also allow the system manager to send broadcast messag es to everyone on the system.

When a subscriber has “new” voice messages in their mailbox, voice mail turns on the sub scriber’s m essage waiting indicator.

Voice mail may be accessed from internal stations by diali n g the extension for the calling group t hat contains the Intuity system voice ports or from outside by calling in on a trunk that is administered to ring at the Intuity system voice port calling group.

The call is passed from the MERLIN LEGEND system to the Intuity system with c all inf orma tio n that indicates the c a ll was received d irectly in the calling group and includes the calling extensi on nu m b er or trunk num b er.

■ Automated A ttend ant

An automated attendant directs callers through a series of menu selections to reac h a d esired d epartment, extension, or attendant. Callers are greeted wit h s p oken prompts that guide them in pressing touch-tone buttons to connect to their desired destination. If there is no answer or the desired extension is busy, the caller may leave a message or transfer to an atten d ant .

An automated attendant can be used in a primary call handling mode or a secondary call handling mode:

— In primary call handling mode, the automated attendant answers

incoming calls as they are received. A receptionist ba ck s u p the automated attendant by handling overflow calls an d c alls from people needing assistance (for example , time-outs and d ial 0).

— In secondary call handling mode, a receptionist answers as many

calls as possible and the automated attendant handles any overflow c alls.

The Intuity system allows multiple automated attendants. Each automated attendant may have separate menus fo r day and night service and custom service for special hours and for holidays.

The call is passed from the MERLIN LEGEND system to the Intuity system with c all inf orma tio n that allows the I ntu ity s ystem to provide automated attendant processing based on the trunk on which the call is received and/or on the number that was called.

1-6 Issue 2.0 December 1995

■ Bulletin Board Service

Bulletin Board service (also called Information service) is a call-in information facility. The caller hears a prerecorded, infor mat ional message and is then disconnected.

The call is passed from the MERLIN LEGEND system to the Intuity s ystem with c all inf orma tio n that allows the I ntu ity s ystem to provide information service processing based on the trunk or extension on which the call is received.

Alternately, bull etin board service can provide multiple messages by using a menu within an auto mat ed attendant.

Intuity Intro Voice Response

Intuity IVR is an application development environment or toolkit for building customized business applications. Calls are routed to the Intuity IVR application based on specific numbers called (within a shared calling group) or by using a de dicat e d calling group for the app lication.

Por t Considera tions

The MAP/5 a nd the MERLIN LEGEND system each impose some limitations on the number and arrangement of voice ports when used with the Intuity system. The choice of how to implement these ports may b e based in part on the following hardware c o n straint s:

■ The MAP/5 is lim ited to a maximum of 18 voice channels wit h up to four

di g ital networking channels. (This is a physical space limitation.)

NOTE:

For the MAP/40 and MAP/100, the MERLIN LEGEND system restrictions described in the following b u l let are the only lim itin g factor.

■ Intuity hardware considerations aside, MERLIN LEGEND calling g roups

can contain a maximum of 20 extensions for voice ports. A maximum of 20 voice channels are su pporte d for all applications connected to a single calling group. If more than one calling group is used, a total maximum of 24 voice channels distributed am ong several groups are supported.

CAUTION:

All Intuity AUDIX voice ports must be in the same calling group.

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Because of these constraints, the channel assignment strategy for the Intuity syst e m wi t h the MERLIN LEGEND s ys t e m may differ considerably from the strategy that would be used with other switches where these constraints are not present. In particular, the types and volumes of call traffic may allow alterna tive approaches. The following strategies can be used:

■ Single Group of Shared Ports

A single group of shared ports is the simplest, most flexible and p owerful strategy from a traffic handling point of view, but it is limited to one calling group with a maximum of 20 ports. If no Intuity IVR applications are installed on the system ( tha t is, only Intuity AUDIX is used), you should use this arrangement.

NOTE:

Intuity AUDI X and Intuit y IVR calls are directed to the same calling group. The call s ar e t hen handled based on the c alled numb er information.

A single calling group allows the Intuity system to use idle channels to meet the immediate needs of any type of incoming call. The Intuity system det erm ines its resource allocation based upon current demand. All channels may respond to any call by identifying the number that has been called, associating it with the requested service, and providing the requested service.

A single calling group must be defined on the M ERLIN LEGEND system

integrated

as an

■ Shared Port s Group with a Ded icated Ports Group

VMI calling group.

A dedicated calling group reserves ports and trunks for specific ap plications, guaranteein g avail ability regardless of other traffic. It is useful only for a single Intuity IV R application.

Calling groups that contain only Intuity IVR ports and trunks for a single Intuity IVR application must be defined on the MERLIN LEGEND system

generic

VMI callin g groups.

NOTE:

The use of a dedicated ports calling group is the only way that more than 20 p orts can be used on a MERLIN LEGEND system. A maximum of 24 p orts total can be used on the MAP/40 or MAP/100. A maximum of 18 p orts total can b e use d on the MAP/5.

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Intuity Port Administration

NOTE:

Intuity p ort ad mi nistrat ion c on si sts of two steps:

1. Defining the extension associate d with a physical port (c hannel ) a nd the initial service associated with that port (DNIS_ S V C or dedicated Intuity IVR application)

2. Defining the service associated with a specific called number when the initial service is DNIS_SVC (dedicated Intuity IVR application or AUDIX)

Do no t confuse DNIS_SVC (a speci fic value used in a fie ld for Intu ity system channel servic e s pecification) and DNIS as it relates to T1 trunk service available on the MERLIN LEGEND Communications System.

Dynamic A lloc atio n or Sha red Ports

With dynamic allocation or shared ports, the processing assigned to each call is based on the Dialed Number Information Service (DNIS) information (call information) included with t h e call. In this case, the calling group must be defined

integrated

as an port (channel) must have DNIS_SVC def i ned a s its a ssociated service.

A service assignment table is then defined to associate the called number (or trunk) with its final processing destination. For each specific called number (or trunk), an Intuity IVR application name can be specifi ed. A t the end of the table, the entry ANY in the called number field and the service AUDIX are used to send all cal ls not oth erwise processed to Intuity AUDIX for processing.

VMI calling group on the MERLIN LEGEND system, and each

Dedicated Al loc at ion

With dedicated ports, the processing assigned to each call is based on the port (channel) on which the call is received. The Intuity IVR calling groups must be defined as a each port (channel) must have a sp ecific Intuity IVR a pplication defined as its associated service. There is no service assignment table required, and there is no call information passed from the MERLIN LEGEND system to the Intui ty system.

generic

VMI calling group on the MERLIN LEGEND system, and

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Automated Attendant Enhancements

A numb er of autom at e d at te ndant enhancements have been made to Release

2.0 of Intuity AUDIX to meet customer needs and to provide feature p arity an d migration paths for customers using the AT& T AUDIX Voice Power system on the MERLIN LEGEND system. These new features include:

■ A map pi ng table that can be used to route incoming calls to automate d

atten dants based on the incomi n g Trunk ID

■ Automated at ten dant operat ion based on b usiness schedule(s)

■ Automated at ten dant operat ion base d on switc h Ni g ht Service stat u s

■ Automated at ten dant operat ion base d on holiday schedule(s)

This section describes the various w ay s the Intuity AUDI X automate d attendant service can be set up to meet sp ecific call handling needs.

Primary and Secondary Automated Attendant Concepts

A business can deploy automated attendant service in either primary or secondary mode.

■ Primary Mode

In primary mode an automated attendant system is expected to answer all incoming calls. The company receptionist backs up the automated attendant by handling overflow ca lls and calls from people needing assistance such as timeouts or dial .

■ Secondary (Backup) Mode

In backup mode the company receptionist is expect ed t o answer as many calls as possible. The automated attendant service backs up the company receptionist by handling calls he/she is unable to answer.

Automated Attendant Operation Schedule

Customers may use the Intuity AU DIX automate d at tendant service to answer incoming calls on a 24-hour/day basis or at night only, depending upon their business needs. Typically businesses are considered open during the day and closed during the night. The term

night

business is open and

indicates the hours during which the business is

closed.

day

indicates the hours du rin g which the

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Intuity AUDIX can use its own weekly business schedules to d et ermin e hour s for day and night operation or it can rely on the telephone system to indicate when it should operate in d ay mode an d when in n i g ht mode. The MERLIN LEGEND system can provide d ay/ni ght status to Intuity AUDIX. Some other telephone systems cannot.

Some businesses require the automated attendant to p lay a d if feren t menu and/or handle calls slightly differently d uring lunch time. Other businesses may need a transition automated attendant to handle callers from other time zones. The alternat e service hour s feature provides a way to do this. This feature is independent of whether the business schedule is set to follow the telephone system night service status.

Automated Atten dan t Op e ration Based on MERLIN LEGEND Status

The MERLIN LEGEND system can be administered to switch from day mode to night mode operation either by a schedule administered on the system or by pushing a Night Service bu tton on the at ten dant console. The advantage of linking Intuity's automat e d at ten dant service schedule to the MERLIN LEG END system status is that the two are then gu a ra ntee d to b e synchronized .

NOTE:

The ME RLIN LEGEND system can be programmed to route calls differently when Nig ht Service is in effect . This feature can be used to provide automate d atte n d ant service only when the MERLIN LEGEND t e leph one system is in Night Service mode.

Automated Attendant Operation Based on Intuity AUDIX Business Schedul e

Some businesses de-couple their automated attendant op erati on from the telephone system's Night Service status and instead control it by the Intuit y AUDIX weekly business schedule. Each Intuity system can have up to four weekly business schedules (for example, the Sales and Service d i vi sions may have com pletely different work schedules). In e a c h of the four schedules, the administrato r can specify whether the telephone system Night S ervice status is to be followe d or if entries in the schedule are to be followed. This gives the flexibility needed for the sales division to follow a weekly business schedule for its automated attendant service and for t he services division t o use the telephone system Night Service status to control its aut omated attendant service.

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Businesses can also specify alternate service h ours for additional fl exibility. This allows businesses to handle calls more professionally during lunch time. It can also be used by an organization s p read across several time zones to handle calls appropriately when one location is closed but the o ther is open. Businesses can use the MERLIN LEGEND system Ni g ht Servic e statu s to d rive the auto mated attendant operation b ut still use the weekly business schedule for alternate service hours op e ration.

Automated Attendant Holiday Operation

Most businesses would like to play different greetings and handle calls differently on holidays. Intuity AUDIX system allows customers to use four different holiday schedules. Each holiday schedule can include up to 26 holidays and the automated attendant (mailbox) to be used for each of those holidays. This allows customers to use a different holiday schedule for the sales di vi sion (o pened on Columb us d a y) an d the services division (closed on Columbus day). It also allows them to administe r d if feren t aut oma t ed attendant greetings and menu opt ions for each of those holidays.

Automated Atten dan t Ten an t Serv ice Op e ration

So me time s a single telephone s ystem and voice messaging system is shared by several small businesses, or a b usiness has several divisions under the same roof. Intuity AUDIX can provide superior automated attendant service in these cases by creating multiple main-level automated attendants and routing specific calls to each de p ending on which trunk the call arrives on.

Primary Automated Attendant Implementation on the MERLIN LEGEND System

When a business uses the Intuity AUDIX automated attend ant service in primary mode, calls are administered to ring immediately at the Intuity AUDIX automated attendant service. This is d one b y adm inistering the trunks to ring at a MERLIN LEGEND int egrated VMI calling group (a special type of calling group) whose mem bers are the Intuity system voice ports.

The MERLIN LEGEND system sends the trunk number to Intuity AUDIX for direct (non-coverage) external calls. The Intuity AUDIX routing table maps the trunk numbers received from the telephone system to the automat ed attendant mailbox numbers.

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Customers may want to pla y d i fferent automat e d atten dant g reeti ngs and/or handle calls differently during day and night times. This is done by specifying diff erent aut om at e d att e n d ant mail boxes for day and night times in the auto mated attendant routing table. The routing table also allows customers to specify an automate d at tendant mailbox for handling calls during the alternate service hours.

Secondary Aut om ated Atten dan t M ode Implementation on the MERLIN LEGEND System

Automated A tte n d ant service ma y b e used in secondary mode to back up the receptionist. Intuity AUDIX identifies coverage calls for the receptionist and routes these calls to an appropri ate aut om ate d atte ndant mailbox. Anyti me an external coverage call is received, Intuity AUDIX uses the appropriate automated attendant mailbox number in the routing table as the called party, taking int o account holidays and time of day. If no matching entry is found, the called party number received from the telephone s y stem is used to provide standard Call Answer service.

This scheme allows a business to play different greetings and menus depending on whether the telephone system is in day or night mode, even when the automated attendant service is configured to operate in backup m ode.

Night Only Operational Mode Implementation on the MERLIN LEGEND System

Some businesses use automated attendant service only when the business is closed. The MERLIN LEGEND system is ad minist ered to send c alls to the Int uit y AUDIX c a lling group when MERLIN LEGEND system N ight Service feature is act ivate d .

A business may want night time calls to go to a night service operator . Only when this op erato r is unable to answer these call are they redirected to the Intuity AUDIX system. This can be implemented by specifying the night service operator as the Night Service answering position on the telephone system side and then covering this answering position with Int uit y AUDIX . The routing table can be used to map the night service answering position extensi on to an automated attendant mailbox.

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General Call Handlin g by the Intuity System: Routing Table

As di scu sse d in "Port Considerations" earlier in this chapter, calls for Intuity AUDIX are processed through DNIS_SVC. In tuit y A UD I X then processes the ca ll based on the called number as follows:

■ If the called number is defined as a regular voice mailbox, call answer

service is provided.

■ If the called number is defined as a bulletin board extension, bulletin

board service is provided.

■ If the called number is defined as an automated attendant mailbox,

automated attendant service is provided.

To expand upon the possibilities for incomin g calls, three special tables are used. The matching and substitution sometimes come from the same table and sometimes from different tables. (T h is is clearer i f you refer to the processing flow chart in Figure 1-3.)

■ Routing Table

The routing table is provided for the following reasons:

— To specify different automat e d attendant menus for calls on

different trunks

— To specify different call handling by automated attendants based

on a business sc hedule or the switch night service status — To provide special ized call handling for holidays — To provide voice mail login service for calls on specific trunks

The routing table can have u p to 25 entries. Each ent ry has the following columns:

— Inc omin g Call e d Num ber (or rang e) — Business Schedule — Holiday Schedule — Day Service Mailbox — Night Service Mailbox — Alternate Service Mail box

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