Avaya BCM 2.0 FAX User Manual

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

P0911631 Issue 02

Chapter 1 How to use this guide 5

Introduction 5 How this guide is organized 5 Conventions and symbols used in this guide 6 What appears on the display 6 Prerequisites 6 Other documents 7

Chapter 2 Learning about FAX 9

Introduction 9 How FAX works 9 Who can use FAX 9 About fax messages 10 Message Notification 10 About the Express Messaging Line 10 About Fax On Demand 11

Call methods 11 About Fax Answering 11 About Fax Overflow 12 Fax System Group message (Fax Broadcast) 12 About FAX with CCR 12 About Enterprise Edge Voice Messaging reports 13

Chapter 3 Setting up and maintaining FAX 15

Introduction 15 Setting the FAX System parameters 15 Changing the FAX System parameters 17 Adding a Fax Overflow Mailbox 18 Changing the Fax Overflow Mailbox parameters 19 Deleting a Fax Overflow Mailbox 20 Creating a Fax System Group List 21 Adding fax machine members to a Fax System Group List 22 Sending a Fax System Group message (Fax Broadcast) 23

P0911631 Issue 02 Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

4 Contents

Chapter 4 Setting up and maintaining Fax On Demand Mailboxes 25

Introduction 25 About Fax On Demand Mailboxes 26 Adding a Fax On Demand Mailbox 26 Changing the parameters of a Fax On Demand Mailbox 28 Choosing a Fax On Demand call method 29 Adding a fax message from a fax machine telephone 30 Recording a Fax On Demand Mailbox Greeting 31 Deleting or viewing fax selection numbers in a Fax On Demand Mailbox

32 Including a Fax On Demand Mailbox in CCR 33

Adding a Mailbox node 33

Changing a Mailbox node 34

Chapter 5 Troubleshooting FAX 35

Introduction 35 Problems and solutions 35 Error messages 38

Chapter 6 Examples and Tips 41

Introduction 41 Examples of FAX setups 41 FAX Tips 42

Appendix A: FAX Programming Record 45

Before you begin 45 Programming overview 45 Pre-installation checklist 46 Dialing Translation Parameters 46 Mailbox Administration 47 Mailbox Configuration 48 Fax System Group Lists 49

Appendix B: Configuration data defaults 51

Glossary 53

Index 59

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide P0911631 Issue 02

How to use this guide

Introduction

This guide leads a System Administrator through setting up Enterprise Edge Voice Messaging FAX and is an ongoing reference aid.

This chapter tells you what to expect as you read this guide and how information is presented.

How this guide is organized

The Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide is organized into to chapters that cover:

Chapter Description

1. How to use this guide the contents and conventions of this guide.

2. Learning about FAX an overview of how FAX works and common FAX features.

3. Setting up and maintaining FAX the information necessary for setting up and maintaining FAX.

4. Setting up and maintaining Fax On Demand

Mailboxes

5. Troubleshooting FAX diagnostic and recovery procedures f or probl ems that can

6. Examples and Tips examples of the different FAX features and tips for using

Appendix A: FAX Programming Record a record for programming FAX. Appendix B: Configuration data defaults configuration data defaults for Enterprise Edge Voice

Glossary the terms used in this guide. Index an alphabetical list of information contained in this

the information necessary for setting up and maintaining Fax On Demand mailboxes.

occur when setting up and operating FAX. Also provides a list of error messages that can appear.

FAX.

Messaging FAX.

guide.

P0911631 Issue 02 Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

6 How to use this guide

Conventions and symbols used in this guide

The following conventions and symbols are used to describe features and their operation:

Convention Example Used for

Word is in a special font (shows top line of display)

Underlined word in capital letters (shows bottom line of a two line display tel ephone)

Dialpad buttons

Pswd:

PLAY

Command line prompts. Used on Enterprise Edge one line and two line display telephones.

Display button option. Available only on Enterprise Edge two line display telephones directly below the option on the display to proceed.

Represents the buttons you press on the dialpad to select an option.

Note: For more information about Enterprise Edge Voice Messaging and using an

Enterprise Edge two line display telephone, refer to the Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide.

What appears on the display

Press the button

The telephone displays shown throughout this guide use Enterprise Edge Voice Messaging default settings and sample names.

Example:

Set 221 OK

This display shows an example of the Enterprise Edge Directory Number (DN).

Prerequisites

Before you set up FAX, ensure you are familiar with how Enterprise Edge two line display telephones operate. Read your Enterprise Edge telephone user cards before you proceed.

You must also have a good working knowledge of Enterprise Edge Voice Messaging and Custom Call Routing. This guide assumes you know how to operate the Enterprise Edge Voice Messaging feature codes, are aware of Enterprise Edge Voice Messaging programming, and are familiar with Enterprise Edge Voice Messaging terminology.

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide P0911631 Issue 02

Learning about FAX

Introduction

Enterprise Edge Voice Messaging is a fully automated receptionist service that offers call routing and message taking services. FAX works with Enterprise Edge Voice Messaging to provide incoming and outgoing fax capability. This chapter explains:

• How FAX works on page 9

• Who can use FAX on page 9

• About fax messages on page 10

• Message Notification on page 10

• About the Express Messaging Line on page 10

• About Fax On Demand on page 11

• About Fax Answering on page 11

• About Fax Overflow on page 12

• Fax System Group message (Fax Broadcast) on page 12

• About FAX with CCR on page 12

• About Enterprise Edge Voice Messaging reports on page 13

How FAX works

FAX works with Enterprise Edge Voice Messaging. A caller can send a fax message to a mailbox as easily as they send a voice message to a mailbox. A caller can also retrieve a fax message from a mailbox.

Who can use FAX

FAX can be used by any outside caller or mailbox owner in your company. Away from the office, FAX can be used from any touchtone telephone. At the office, FAX can be used from any Enterprise Edge or touchtone telephone connected to an Enterprise Edge system. Callers who use FAX from an Enterprise Edge or a touchtone telephone must first enter a feature code. No feature code is required for using Fax On Demand.

Callers using a rotary dial telephone cannot access FAX.

P0911631 Issue 02 Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

10 Learning about FAX

About fax messages

A fax document in a mailbox (with or without a voice introduction) is called a fax message. Callers can leave a fax message in a mailbox with or without an introductory message. The fax message can later be retrieved by the mailbox owner and printed on a fax machine.

An average text fax message uses 10 seconds of mailbox message time per page. A fax message that contains a graphic can use as much as two minutes of mailbox message time per page. After you print or forward a fax message, delete it from the mailbox.

Message Notification

Enterprise Edge Voice Messaging notifies you when you receive a voice message or a fax message. When someone sends a fax message to your mailbox, your telephone display shows:

Message for you MSG

This message indicates that you have either a voice message or a fax message. When you open your mailbox, the telephone display shows you the number of new and saved messages. A voice prompt tells you how many new and saved fax messages you have.

About the Express Messaging Line

An Express Messaging Line can be assigned to a mailbox. Any fax messages sent to the Express Messaging Line bypass the Automated Attendant and receive a fax tone. The fax message is immediately sent to the subscriber’s mailbox. When “Message for you” appears on the display, the subscriber can open their mailbox and access both voice and fax messages. For more information about accessing and printing fax messages, refer to the Enterprise Edge 2.0 Voice Messaging FAX User Guide.

The corresponding seven digit telephone number associated with the Express Messaging Line must be given to the mailbox owner. The mailbox owner can then inform people of the fax number. For example, if line 20 is chosen as Express Messaging line, the corresponding telephone number of 735-5822 is given to the mailbox owner.

If you are using the Expressing Messaging Line as a virtual fax line and the line used is either a Direct Inward Dial (DID) or a Target Line, two callers can send a fax to the same fax line at the same time. The resulting two fax messages go to the mailbox. If a third caller send a fax to the virtual fax line and the line is busy, the fax message goes to the General Delivery mailbox. For information on Fax Overflow for a fax line, refer to Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide.

To add a fax line to a mailbox, refer to the Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide.

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide P0911631 Issue 02

About Fax On Demand

Fax On Demand lets a caller retrieve doc ume nts that a re st ore d in Enterpri se Edge Voice Messaging. The documents are stored in special mailboxes called Fax On Demand Mailboxes.

A Fax On Demand Mailbox contains a greeting and the stored documents. Documents stored in a Fax On Demand Mailbox can be printed on any fax machine.

Call methods

There are two call methods used with Fax On Demand Mailboxes:

• one-call

•two-call

One-call method

If a caller requests a fax from the Fax On Demand Mailbox using the one-call method, the document transmits during the original call. A caller must use the telephone at the fax machine to call the one-call Fax On Demand Mailbox. With the one-call method, the external caller pays for any long distance toll charges that are incurred.

Learning about FAX 11

Two-call method

If a caller requests a fax from the Fax On Demand Mailbox using the two-call method, the document transmits during the second call. The first call can originate from any touchtone telephone. The caller provides a telephone number where the information is to be delivered. The document can be sent to any fax machine. With the two-call method, the Fax On Demand mailbox owner pays for any toll charges that are incurred.

About Fax Answering

Fax Answering lets a caller use the autosend feature on their fax machine to send faxes to the Enterprise Edge Voice Messaging system. The Enterprise Edge Voice Messaging Automated Attendant recognizes the fax tone and automatically sends the fax message to a preassigned fax machine for printing.

The fax machine extension can be set up with a Fax Overflow Mailbox for improved performance. However, if the fax machine extension is not equipped with a Fax Overflow Mailbox and the fax machine extension is busy or does not answer the incoming call, the fax call terminates.

P0911631 Issue 02 Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

12 Learning about FAX

About Fax Overflow

A Fax Overflow mailbox is a mailbox for your fax machine. If the fax machine cannot answer an incoming fax call, Enterprise Edge Voice Messaging answers the call and temporarily stores the fax messages in a Fax Overflow mailbox. When the fax machine is ready to print, Enterprise Edge Voice Messaging sends the stored fax messages to the fax machine.

If Enterprise Edge Voice Messaging cannot send the fax messages on the first attempt, it tries to send the documents several more times. The number of times Enterprise Edge Voice Messaging tries to send the fax message is called the retry attempts. The number of retry attempts can be from 1 to 99. Between each retry attempt, Enterprise Edge Voice Messaging waits a specified amount of time called the retry interval. The retry interval can be from 1 to 60 minutes.

A Fax Overflow mailbox can be assigned to any Enterprise Edge port connected to a fax machine.

Fax System Group message (Fax Broadcast)

Send a Fax System Group message if you want to notify a group by fax of a message or event that pertains to the group.

A Fax System Group List is a collection of fax machines from other locations. When you send a fax message to a Fax System Group List, each fax machine in the Fax System Group List receives the same fax message. Publish a list of fax machines in each Fax System Group List so that mailbox owners know which fax machines receive Fax System Group messages.

About FAX with CCR

Fax On Demand can be used with Custom Call Routing (CCR) Trees. Fax On Demand functionality can be added to the CCR Tree by assigning the appropriate mailbox to a CCR node.

You can assign a Personal mailbox to a Mailbox node. Incoming callers can then leave fax messages in this mailbox.

To use Fax On Demand, add a Mailbox node to the CCR Tree and then assign a Fax On Demand Mailbox to the node. An incoming caller can then retrieve documents from this node.

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide P0911631 Issue 02

About Enterprise Edge Voice Messaging reports

Enterprise Edge Voice Messaging reports let you view and verify Enterprise Edge Voice Messaging setup information. All dates are shown with the four-digit year format yyyy/mm/dd.

There are four Enterprise Edge Voice Messaging reports that show FAX information:

• Directory report: Use this report to identify which mailboxes are Fax On

Demand. This report shows the mailbox owners listed in the Company Directory. This report lists the mailbox owner’s name, mailbox number, type of mailbox, extension, whether mailbox owners have recorded their names in the Company Directory, and whether they have recorded greetings for their mailboxes.

• Group List report: Use this report to identify the Fax Group Lists. This report

shows the Group List number, the type of Group List, and the Group List name. For Voice Group Lists, the mailbox numbers included in the Group List, the mailbox owner’s name and the type of mailbox are also shown. For Fax Group Lists, the name of each recipient, the route type (line or pool), and the fax number are shown.

Learning about FAX 13

• Custom Call Routing Tree report: Use this report to identify which nodes are

Fax On Demand Mailboxes. This report shows the CCR Tree number, the current date, the most recent date that changes were made, and the Tree status. The report also shows the nodes on the Tree, assignments made to the nodes, and any areas that need administration.

• Fax On Demand Usage report: Use this report to identify which mailboxes a re

Fax On Demand. This report lists all the Fax On Demand requests, and shows the date and time that an item is requested, the delivery fax number and the Caller ID of the caller.

For more information about Enterprise Edge Voice Messaging reports, refer to the

Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide.

P0911631 Issue 02 Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

14 Learning about FAX

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide P0911631 Issue 02

Setting up and maintaining FAX

Introduction

As System Administrator you perform the tasks necessary to set up and maintain FAX. This chapter describes these tasks. Setting up and maintaining FAX involves:

• Setting the FAX System parameters on page 15

• Changing the FAX System parameters on page 17

• Adding a Fax Overflow Mailbox on page 18

• Changing the Fax Overflow Mailbox parameters on page 19

• Deleting a Fax Overflow Mailbox on page 20

• Creating a Fax System Group List on page 21

• Adding fax machine members to a Fax System Group List on page 22

• Sending a Fax System Group message (Fax Broadcast) on page 23 Before you begin to administer FAX, complete Appendix A: FAX Programming

Record on page 45. This helps you collect and organize the information you need

to administer FAX. Make a photocopy of the Programming Record before you enter any information.

Setting the FAX System parameters

There are five FAX System parameters that control FAX features and user mailbox functions. The FAX System parameters includes:

• the System Fax extension

• the System Fax name

• the number of retry attempts

• the retry interval time

• the Fax cover page

System Fax extension

The System Fax extension lets a caller use the autosend feature on their fax machine to send faxes to the Enterprise Edge Voice Messaging system. The Enterprise Edge Voice Messaging Automated Attendant recognizes the fax tone and sends the fax messages to the System Fax extension fax machine for printing. The System Fax extension must be a valid extension. The System Fax extension is unassigned by default.

Note: The System Fax extension fax machine must be connected to an Enterprise

Edge ATA 2 or an Analog Station Module.

P0911631 Issue 02 Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

16 Setting up and maintaining FAX

Assigning a System Fax name

The System Fax name is a text name that can be a maximum of 16 characters. The System Fax name can be a company name, a department, a location or any other name. The name transmits to external fax machines at the beginning of fax messages. The System Fax name is also printed in the fax machine’s log files. The System Fax name is unassigned by default.

Number of retry attempts

The number of retry attempts is the number of times that the System tries to print faxes from mailboxes. It is also the number of times the System tries to deliver faxes that are forwarded to an external fax machine. The number of retry attempts range from 1 to 99. The default number of FAX System retry attempts is 3.

If a fax message’s retry atte mpt limit is reached, Enterpri se Edge Voice Me ssaging stops trying to send the message and a generates a non-delivery notification message. The messages that are not sent are shown in the non-delivery notification message. The notification messages continue until the problem is solved. Most nondelivery notification messages are caused by fax machine problems such as a paper jam or the fax machine running out of paper.

Retry interval time

The FAX System retry interval time is the number of minutes the system waits between retry attempts. The retry interval ranges from 1 to 60 minutes. The default FAX System retry interval time is 10 minutes.

Cover Page

You can send the system cover page or a custom cover page with fax messages. You can create or select a template for the custom cover page.

To set the FAX System parameters:

1. Click Start, point to Programs, point to Enterprise Edge Voice

Applications Manager and then click Enterprise Edge Voice Applications Manager.

The Administration Password dialog box appears.

2. In the Server Name or IP Address box, type your Enterprise Edge server

Name or IP Address.

3. In the Administration Password box, type your System Administrator Mailbox number and password combination and click the OK button. The Enterprise Edge Voice Applications Manager menu appears.

4. Click the Fax menu. The Fax Parameters dialog box appears.

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide P0911631 Issue 02

Setting up and maintaining FAX 17

5. In the System Fax Extension box, type the extension for the fax machine. The Fax Answering extension can be set up with a fax overflow mailbox for improved performance. Refer to Adding a Fax Overflow Mailbox on page 18.

Note: A call disconnects if the Fax Answering extension is busy, does not

answer the incoming call, or is not equipped with a Fax Overflow Mailbox.

6. In the System Fax Name box type a name for the fax extension. The fax extension name can be a maximum of 16 characters.

7. In the Retries box type the number of retries. The default value for retries is 03. The value can be between 01 and 99.

8. In the Interval box type the retry interval time. The range for the interval time can be from 01 to 60.

9. At the Cover Page option, select System Cover Page if you want to use the system cover page or select Custom Cover Page and browse to the location of the custom cover page.

10. Click the OK button.

Changing the FAX System parameters

You can change any of the FAX System parameters at any time. To change the FAX System parameters:

1. Click Start, point to Programs, point to Enterprise Edge Voice

Applications Manager and then click Enterprise Edge Voice Applications Manager.

The Administration Password dialog box appears.

2. In the Server Name or IP Address box, type your Enterprise Edge server Name or IP Address.

3. In the Administration Password box, type your System Administrator Mailbox number and password combination and click the OK button. The Enterprise Edge Voice Applications Manager menu appears.

4. Click the Fax menu. The Fax Parameters dialog box appears.

5. In the box you want to change, delete the value and type the new value.

6. Click the OK button to save the changes or click the Cancel button to cancel the changes.

P0911631 Issue 02 Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide

18 Setting up and maintaining FAX

Adding a Fax Overflow Mailbox

A Fax Overflow Mailbox is a mailbox for your fax machine. Add a Fax Overflow Mailbox for each fax machine connected to the system. If a fax machine cannot answer an incoming fax call, the call is answered by Enterprise Edge Voice Messaging. The fax messages that are received are stored in the Fax Overflow Mailbox. When the fax machine is ready to accept fax calls, Enterprise Edge Voice Messaging sends the stored fax messages to the fax machine.

To add a Fax Overflow Mailbox:

1. Click Start, point to Programs, point to Enterprise Edge Voice

Applications Manager and then click Enterprise Edge Voice Applications Manager.

The Administration Password dialog box appears.

2. In the Server Name or IP Address box, type your Enterprise Edge server Name or IP Address.

3. In the Administration Password box, type your System Administrator Mailbox number and password combination and click the OK button. The Enterprise Edge Voice Applications Manager menu appears.

4. On the Mailbox menu click Add. The Add Mailbox dialog box appears.

5. In the Mailbox box type the Fax Overflow Mailbox number.

6. At the Mailbox Type option select Fax Overflow.

7. Click the OK button. The Mailbox Properties dialog box appears with the General tab open.

8. In the Extension box type the extension number of the Fax Overflow Mailbox. This is the same as the extension for the fax machine. Any faxes stored in the Fax Overflow mailbox are delivered to this fax machine.

9. In the Last Name box, type the name of the Fax Overflow Mailbox. This name can be a maximum of 16 characters.

10. Click the Delivery tab.

11. In the Fax Retries box, type the number of times an attempt is made to deliver queued faxes. Undelivered faxes are sent to the General Delivery Mailbox. The number can be between 1 and 99. The default is 03.

Enterprise Edge 2.0 Voice Messaging FAX Set Up and Operation Guide P0911631 Issue 02

+ 42 hidden pages