Avaya BCM Voice Messaging AMIS User Manual

Enterprise Edge Voice Messaging AMIS Set Up and Operation Guide

1-800-4 NORTEL www.nortelnetworks.com

Chapter 1 How to use this guide 7

Introduction 7 How this guide is organized 7 Conventions used in this guide 8 Prerequisites 8 Other documents 8

Chapter 2 Learning about AMIS 9

Introduction 9 How AMIS works 9 About AMIS default feature settings 10 Sending Network Messages 11

Direct Addressing 11 Site-Based Addressing 12

Network Delivery Mailboxes 12 Who can use AMIS 12 Setting up AMIS 13 Your role as System Administrator 13

Chapter 3 Setting up Dialing Tr anslation 15

Introduction 15 About Dialing Translation 15

How the Dialing Translation Table works 15

Phone number Translation 16

Network Access 17 Dialing Translation Parameters 18

Setting the Dialing Translation Parameters 19

Setting up the Dialing Translation Table 19

Reviewing the entries in the Dialing Translation Table 20

Changing an entry in the Dialing Translation Table 20

Deleting a Dialing Translation Table entry 21 Technician-Created Dialing Translation Table 21

Creating the Dialing Translation Table file 21

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Chapter 4 Setting up AMIS 23

Introduction 23 Setting up AMIS 23

Setting up the Site Network Identification Number 23

Recording the System Name (attached to messages) 24

Recording the Sender’s Name (attached to messages) 25

Enabling the Loopback Mailbox 25

Entering Outdial Parameters 25 AMIS default feature settings 26 Setting up an AMIS Network Site Table 28

Adding a site to the Network Site Table 29

Changing a site in the Network Site Table 29

Deleting a site from the Network Site Table 30 Setting up Call Scheduling 31

Entering Call Scheduling times 33 Setting up outdialing channel configuration 33 Testing Network Message capability 34

Sending a Test Network Message 35

Chapter 5 Setting up and maintaining Network Delivery Mailboxes 37

Introduction 37

About Network Delivery Mailboxes 37

Adding a Network Delivery Mailbox with a Direct Address 38

Changing Network Delivery Mailbox parameters for Direct AMIS

addressing 41

Adding a Network Delivery Mailbox with a Site-Based AMIS

Address 42

Changing Network Delivery Mailbox parameters for Site-Based AMIS

Addressing 44

Deleting a Network Delivery Mailbox 45

Chapter 6 Network Messaging using AMIS 47

Introduction 47 Disabling Network Messaging 47

Disabling the Network Receive Feature 47

Disabling the Network Delivery Feature 48

Disabling the Network Reply Feature 48

Disabling Network Messaging using the Enterprise Edge Voice

Messaging Class of Service 49

Re-enabling Network Messaging 49

Re-enabling the Network Receive Feature 49

Re-enabling the Network Delivery Feature 49

Re-enabling the Network Reply Feature 50

Re-enabling Network Messaging using the Enterprise Edge Voice

Messaging Class of Service 50

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Sending Network Broadcast Messages 50

Enabling the Broadcast Message Feature 51 Enabling the Network Group List Feature 51

Chapter 7 Troubleshooting AMIS 53

Introduction 53 Transmission problems and solutions 53 Connection problems and solutions 54 AMIS error messages 56

AMIS error messages on the display 56

AMIS voice prompt error messages 57

Chapter 8 Appendix A: AMIS Programming Record 59

Before you begin 59 Programming overview 59

Chapter 9 Appendix B: Default Specifications 63

Contents 5

Class of Service values 64

Glossary 65

Index 69

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Enterprise Edge Voice Messaging AMIS Set Up and Operation Guide P0908527 Issue 01

How to use this guide

Introduction

This guide assists a System Administrator with setting up and operating Enterprise Edge Voice Messaging Audio Messaging Interchange Specification (AMIS). Use this guide as an ongoing reference aid.

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

How this guide is organized

The Enterprise Edge Voice Messaging AMIS Set Up and Operation Guide is organized into chapters that cover:.

Chapter Description

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

2. Learning about AMIS

3. Setting up Dialing Translation describes how to set up the Dialing Translation Table and

4. Setting up AMIS provides information necessary to establish your site on

5. Setting up and maintaining Network Delivery Mailboxes

6. Network Messaging using AMIS describes how to disable and enable network messaging.

7. Troubleshooting AMIS provides diagnostic and recovery procedures for

8. Appendix A: AMIS Programming Record provides a programming record to keep track of AMIS

9. Appendix B: Default Specifications summarizes AMIS default feature settings.

10. Glossary defines the terms used in this guide.

Index Provides an alphabetical list of information contained in

ummarizes how AMIS works and explains common

voice messaging features used with AMIS.

set the Dialing Translation Parameters.

an AMIS communication network. explains how to add Network Delivery Mailboxes on an

AMIS network. This chapter also explains how to change and delete Network Delivery Mailboxes.

This chapter also describes Broadcast and System Group List network messaging features.

problems that can occur while setting up and operating AMIS. This chapter also provide s a list of err or messages that can appear when using AMIS.

set up information.

this guide.

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Conventions used in this guide

The following conventions are used to describe the words and symbols that appear on display of an Enterprise Edge telephone:

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 tele phones button directly below the option on the display to proceed.

Represents the buttons you press on the dialpad to select a particular option.

Prerequisites

Before you attempt to set up your site on an AMIS network, ensure you are familiar with how Enterprise Edge two line display telephones operate. We recommend you read your Enterprise Edge telephone user cards before proceeding.

You can press the

You need a good knowledge of Enterprise Edge Voice Messaging. This guide assumes that you know how to operate the different Enterprise Edge Voice Messaging Feature Codes and that you are familiar with Enterprise Edge Voice Messaging programming and terminology.

For information about programming Enterprise Edge Voice Messaging, refer to the Enterprise Edge Voice Messaging Set Up and Operation Guide.

Learning about AMIS

Introduction

The Audio Messaging Interchange Specification (AMIS) is the telecommunication industry solution to networking remote voice mail systems. AMIS provides communication among remote sites established on a network. This chapter describes the tasks involved in setting up your company on an AMIS network and your role as System Administrator.

This chapter describes:

• How AMIS works

• About AMIS default feature settings

• Sending Network Messages

• Who can use AMIS

• Setting up AMIS

• Your role as System Administrator

How AMIS works

AMIS provides voice messaging to different mailboxes at different sites on a communication network. A network, as it is referred to here, is a collection of offices, locations or sites connected by a telecommunication link. Each site on the network must have AMIS installed and be enabled to send, receive or reply to Network Messages.

Network voice messaging occurs between mailboxes located at different sites. For instance, a message recorded at an office in Cleveland, Ohio can be transferred directly to the appropriate mailbox at an office in Toronto, Ontario.

Each site on an AMIS network is assigned a Network Identification Number. This number distinguishes a site country location, long distance and area codes and telephone number.

Note: For AMIS to function, the Dialing Translation Table must be created and all

the Dialing Translation Parameters must be set. Refer to the figure About

Dialing Translation on page 15.

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About AMIS default feature settings

AMIS allows you to provide your site with network voice messaging features. When a feature is enabled by default, it means the feature works automatically when AMIS is enabled. A feature with a default setting of N for No must be enabled before the feature can work. You can change the AMIS default feature settings to suit the needs of your company. The AMIS feature settings include:

• Network Receive

• Network Delivery

• Network Reply

• Sender Name (attached to messages)

• Network Broadcast Messages

• Network Group List

• Network Retries

• Network Retry Delay When AMIS is enabled all the features are enabled except for:

• Sender Name (attached to messages)

• Network Broadcast Messages

• Network Group List

Network Receive

This feature allows you to specify whether your site can receive network voice messages from other AMIS sites. When this feature is enabled, your site can receive voice messages from other sites on the network. The default setting is enabled.

Network Delivery

This feature allows you to specify whether your site is capable of sending voice messages to other sites that have AMIS enabled. When this feature is enabled, your site can send voice messages to other sites on the network. The default setting is enabled.

Network Reply

This feature allows you to specify whether or not your site can respond to Network Messages. When this feature is enabled, your site can reply to messages from other sites on the network. The default setting is enabled.

Sender Name (attached to messages)

When enabled, this feature attaches the sender’s name to all messages sent from your site. The sender’s name plays as part of the recorded message. The default setting is disabled.

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Network Broadcast Messages

When enabled, this feature allows you to send Broadcast Messages to all Network Delivery Mailboxes established at your site. The default setting is disabled.

Network Group List

This feature allows you to add Network Delivery Mailboxes to a Group List. When a voice message is sent to a Group List, all Network Delivery Mailboxes in the Group List receive the message. The default setting is disabled.

Network Retries

This feature sets the maximum number of times the system attempts to send a message before abandoning it and showing a Non-Delivery Notification. The default setting is three attempts.

Network Retry Delay

This feature states the length of time between delivery attempts of the same message. The default setting is 10 minutes.

Sending Network Messages

Learning about AMIS 11

When the Network Delivery feature is enabled, Network Messages can be sent to any site on an AMIS network with the Network Receive feature enabled. Network Messages can be sent in three ways:

• Direct Addressing

• Site-Based Addressing

• Network Delivery Mailboxes

Note: For information about sending Network Messages, refer to the Enterprise

Edge Voice Messaging AMIS User Guide.

Direct Addressing

Direct Addressing allows you to specify where a voice message is being delivered. You can send a voice message to any person inside or outside of your company who has an AMIS address. When you use Direct Addressing, you specify the telephone number of the destination site and the Destination Mailbox Number. The Line or Pool number or Route code Enterprise Edge Voice Messaging uses to make the call is taken from the Loopback Mailbox outdial setup.

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Site-Based Addressing

Site-Based Addressing allows you to send voice messages to other locations. You can send a voice message by using a Site-Based address that is similar to the telephone number of the person you are sending a message to.

To use Site-Based Addressing, you need two pieces of network delivery information before the message can be sent. You must have the destination site’s site prefix and the mailbox number of the message recipient. After the message is recorded and the network delivery information is entered, the network message is automatically delivered to a mailbox.

You have to set up a Network Site Table before mailbox owners can use Site-Based Addressing. For information about setting up a Network Site Table refer to Adding

a site to the Network Site Table on page 29.

Network Delivery Mailboxes

Network Delivery Mailboxes allow callers at one site to quickly and easily send messages to a mailbox at a remote location. Each Network Delivery Mailbox is assigned a local mailbox number identifying the destination site telephone number, Line or Pool number or Route code, and Destination Mailbox number.

When a user selects a Network Delivery Mailbox, Enterprise Edge Voice Messaging automatically sends the message to the specified network address and mailbox (if Calling Block periods do not prohibit calls). Enterprise Edge Voice Messaging automatically accesses the specified line, dials the destination site telephone number and transmits the Network Message to the Target Mailbox. The user only records a voice message and selects the Network Delivery Mailbox number. For example, you might set up mailbox 5674 as a Network Delivery Mailbox. Add the mailbox to your Enterprise Edge Voice Messaging system and specify Line number 8, Destination telephone number 123-1213 and Destination Mailbox 234. Each time a registered Enterprise Edge Voice Messaging mailbox owner accesses mailbox 5674 at your site, Enterprise Edge Voice Messaging immediately knows it is a message intended for mailbox 234 at another location.

You can also set up a Network Delivery Mailbox with a site-based address. See

Adding a Network Delivery Mailbox with a Direct Address on page 38.

For information about setting up and maintaining Network Delivery Mailboxes refer to About Network Delivery Mailboxes on page 37.

Who can use AMIS

You assign AMIS through the mailbox Class of Service. AMIS is used by registered Enterprise Edge Voice Messaging mailbox owners who have initialized their mailboxes. Mailbox owners can send a Network Message only after they have opened their mailboxes. After recording a message, a mailbox owner can either send the message through Direct Addressing, Site-Based Addressing or use a Network Delivery Mailbox.

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Network Delivery Mailboxes can also appear in the Company Directory. Although they appear in the Company Directory, only a registered mailbox owner can select a Network Delivery Mailbox.

Note: If a caller without a mailbox selects a Network Delivery Mailbox from the

Company Directory, the caller is informed that access to the mailbox is not allowed. Only registered mailbox owners can access Network Delivery Mailboxes.

Setting up AMIS

AMIS is fully operational when it is enabled. The set up tasks that you must perform are establishing your site's unique network identification number and recording your site's network name.

Your role as System Administrator

As System Administrator, you perform all the tasks necessary for setting up and operating AMIS. This guide provides all the information you need for completing these tasks.

Learning about AMIS 13

Set up tasks:

• set the Dialing Translation Parameters

• set up the Dialing Translation Table

• set up the Site Network Identification Number

• set AMIS Features and recording the site name

• set up an AMIS Network Site Table

• set up the Calling Blocks

• set up outdialing channel configuration

• set up and maintaining Network Delivery Mailboxes

Operation tasks:

• change a site in the Network Site Table

• change Network Delivery Mailbox parameters

• enable and disable Network Messaging features Note: For more information about programming and using Enterprise Edge Voice

Messaging Features, refer to the Enterprise Edge Voice Messaging Set Up

and Operation Guide.

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Enterprise Edge Voice Messaging AMIS Set Up and Operation Guide P0908527 Issue 01

Setting up Dialing Translation

Introduction

After AMIS is enabled, you must set up the Dialing Translation Table. The System Administrator is responsible for the creation and maintenance of the Dialing Translation Table. This chapter explains:

• About Dialing Translation

• Dialing Translation Parameters

• Technician-Created Dialing Translation Table To set up AMIS, you require an Enterprise Edge two line display telephone. You

cannot set up AMIS from an Enterprise Edge one line display telephone.

About Dialing Translation

There are several instances when Enterprise Edge Voice Messaging generates an outbound call. One instance is when a mailbox owner replies to a Calling Line Identification (CLID) message. In this situation, Enterprise Edge Voice Messaging generates a phone number to be dialed by the central office (CO).

Another instance is when AMIS Network Reply or the AMIS Loopback Mailbox are used. With these features, the phone number is generated from information transmitted with the original message.

In both instances several changes must occur before the number is dialed correctly through the local telephone network. You set up the Dialing Translation Table and Dialing Parameters to determine these changes.

How the Dialing Translation Table works

A phone number is derived from information attached to an incoming Caller ID or AMIS message. The number is then looked up in the Dialing Translation Table. If the leading digit or digits match a Dialing Translation Table Input value, the number is substituted for the Output value. This change results in a phone number that is dialed on the CO network. The changing of the number usually consists of dropping the area code or inserting an access code, based on the dialing rules of the local network. For example, if a local number is prefixed with the long distance code 01, it is removed by the Dialing Translation Table.

The Dialing Translation process is immediate so calls do not take any longer to dial. Note: Not all phone numbers need to be changed before dialing. The Dialing

Translation Table is created by the System Administrator.

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Phone number Translation

The Dialing Translation Table changes Network extensions into numbers that are dialed on the local network. The Network extension form of a phone number is the normal form in which the number appears. For example, on a business card a phone number reads 403-555-5050. This number, in its Network extension form, must be translated into a number that can be dialed on the local telephone network. The Dialing Translation Table follows the rules required to make the call.

The Dialing Translation Table needs to define each possible case where some degree of change is needed to allow the number to be dialed on the local network.

Every Dialing Translation Table entry consists of an Input value and an Output value. The values in the Input column represent the leading digits of the Network extension that, if matched, are replaced by the corresponding value in the Output column. The * character shown after a value signifies any digits in the phone number remaining to be dialed. Enterprise Edge Voice Messaging automatically adds the * character after every Input and Output value.

Any phone number either matches a specific Input value or does not match at all. The following tables are examples of Dialing Translation Tables and how they

function.

Example of a Dialing Translation Table from a site in Toronto, Ontario

INPUT OUTPUT Explanation

011* 011* The Table does not attempt to translate

international phone numbers.

416* * The Table removes the 416 area code and dials all

calls as 7 digits.

905206* 90527* etc. (135 more

entries) 905* 1905* All other 905 numbers not listed in the Input column

* 1* All 10 digit numbers that do not start with 011, 416

Example of a Dialing Translation Table from a site in Mountainview, California

INPUT OUTPUT Explanation

905206* 90527* etc. (135 more

entries)

These telephone exchanges are dialed as local (no long distance charges) 10 digit calls from the 416 area.

above are long distance numbers and must be dialed as 11 digit long distance numbers.

and 905 are long distance, and have 1 added as a prefix.

The Dialing Translation Table is empty. The local network in Mountainview supports 10 digit national dialing with recognized long distance charging.

In situations like the Mountai nview example, ther e is no need to build a Dialing Translation Table.

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Setting up Dialing Translation 17

The next table is an example of a Dialing Translation Table taken from a site in area code 206 near a border with area code 360.

Example of a Dialing Translation Table from a site near a border

INPUT OUTPUT Explanation

011* 011* The Table does not attempt to translate

international phone numbers.

20644* 206626* etc. (40 more

entries) 206* 1206* All other 206 numbers require 11 digit long

360224* 360227* 360472*

360* 1360* ...but all other 360 numbers are 11 digit long

* 1* All 10 digit numbers that do not start with 011, 206

44* 626* etc. (40 more

entries)

360224* 360227* 360472*

Due to the site location, some calls are dialed as local 7 digit numbers.

distance dialing. These 360 numbers are dialed as 10 digit local

numbers...

distance numbers.

and 360 are long distance and have 1 added as a prefix.

Network Access

The Dialing Table Translation results in a number that can be dialed on the local network. The final step is to add (prefix) digits to the beginning of the number to reach the local network from your Enterprise Edge system. Systems behind a PBX must have digits added to the beginning of the phone number. In North America 9 is typically added to the beginning of the phone number. Systems attached to the CO lines do not require digits to be added to the beginning of the phone number.

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Dialing Translation Parameters

The Dialing Translation process is controlled by four parameters. For AMIS to function, a value must be entered for the long distance access code and the area code parameters. Also, the reply translation parameter must be set to Y (yes). The Dialing Translation Parameters are explained below.

Long distance access code (Lg dst ac): This prefix is removed from any numbers that do not require it to make the call. This simplifies creating the Dialing Translation Table. For North America, set the long distance access code to 1. The default for this parameter is none. The length of this parameter is a maximum of 2 digits.

Area code (area cd): If the phone number entered by a caller appears to be missing an area code, the area code is prefixed to the number. If addressing information attached to a message appears to be missing an area code, the area code is prefixed to the number. The area code is considered missing if the number has fewer than 10 digits. The default for this parameter is none. The length of this parameter is a maximum of 6 digits.

Access code (Access cd): This number is prefixed to all numbers, after Dialing Translation, to access the local telephone network. The access code is required if Enterprise Edge Voice Messaging is installed behind a PBX. In North America, the access code is usually 9. If Enterprise Edge Voice Messaging is attached directly to CO lines, set the Access Code to none. The default for this parameter is none. The length of this parameter is a maximum of 16 digits.

Reply translation (Reply trans): When AMIS is installed, the reply translation must be set to Y. The default for this parameter is N.

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Setting up Dialing Translation 19

Setting the Dialing Translation Parameters

After AMIS is enabled, you must set up the Dialing Translation Table and Dialing Translation Parameters. Setting the Dialing Translation Parameters simplifies creating a Dialing Translation Table. To set the Dialing Translation Parameters:

1. Click the Options menu and then click Dialing Translation Table.

The Dialing Translation Table dialog box appears.

2. Click the Parameters button.

3. In the Long Distance Access Code box, type the long distance access code.

4. In the Area Code box, type the area code.

5. In the Access Code box, type the access code.

6. At the Reply Translate option, select Yes.

7. Click the OK button.

8. Click the Close button to close the Dialing Translation Table dialog box.

Setting up the Dialing Translation Table

To set up a Dialing Translation Table, you must enter an Input value and an Output value for each entry. The Input value is the number that Enterprise Edge Voice Messaging looks up in the Dialing Translation Table. After the corresponding entry is matched, the Output value is substituted for the Input value. The resulting number is ready to dial on the local network. Refer to the following tables for examples of how to set up the Dialing Translation Table: the table Example of a Dialing

Translation Table from a site in Toronto, Ontario on page 16, the table Example of a Dialing Translation Table from a site in Mountainview, California on page 16, or

the the table Example of a Dialing Translation Table from a site near a border on page 17.

To set up a Dialing Translation Table:

1. Click the Options menu and then click Dialing Translation Table.

The Dialing Translation Table dialog box appears.

2. Click the Add button.

3. In the Input Value box, type the Input value. The Input value is a maximum

of 14 digits.

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4. In the Output Value box, type the Output value. The Output value is a

maximum of 15 digits.

5. Click the OK button.

Repeat steps 2 to 5 to add another Dialing Translation Table entry.

6. Click the Close button to close the Dialing Translation Table dialog box.

Reviewing the entries in the Dialing Translation Table

You can review or check the entries in the Dialing Translation Table at any time. To review the Dialing Translation Table entries:

1. Click the Options menu and then click Dialing Translation Table.

The entries in the Dialing Translation Table appear in the dialog box.

2. After you have reviewed the entries, click the Close button to close the

Dialing Translation Table dialog box.

Changing an entry in the Dialing Translation Table

After a Dialing Translation Table is built, you can change the Output value of an entry at any time. To locate the entry that you want to change, refer to Reviewing

the entries in the Dialing Translation Table on page 20.

Note: You cannot change the Input value of an entry. The entry must be deleted

and a new entry must be created with new Input and Output values. To delete an entry, refer to Deleting a Dialing Translation Table entry on page

21.

To change an entry in the Dialing Translation Table:

1. Click the Options menu and then click Dialing Translation Table.

The Dialing Translation Table dialog box appears.

2. Click the Dialing Translation Table entry that you want to change, and then

click the Change button.

3. In the Input Value box type the new Input value.

4. In the Output Value box type the new Output value.

5. Click the OK button.

6. Click the Close button to close the Dialing Translation Table dialog box.

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Setting up Dialing Translation 21

Deleting a Dialing Translation Table entry

You can delete an entry in the Dia ling Transla tion Tabl e at any tim e. To loc ate the entry that you want to delete, refer to Reviewing the entries in the Dialing

Translation Table on page 20.

To delete an entry in the Dialing Translation Table:

1. Click the Options menu and then click Dialing Translation Table.

The Dialing Translation Table dialog box appears.

2. Click the Dialing Translation Table entry that you want to delete, and then

click the Delete button.

3. A message appears that asks you to confirm the request to delete the entry.

4. Click the OK button to confirm the deletion.

5. Click the Close button to close the Dialing Translation Table dialog box.

Technician-Created Dialing Translation Table

Since the Dialing Translation Table can be very large, you can create a Dialing Translation Table using a basic text editor program on your PC. After you create the ASCII file and save it to a floppy disk, the technician can load it onto the Enterprise Edge Voice Messaging system. The floppy disk can be used to install the Dialing Translation Table onto other Enterprise Edge Voice Messaging systems in the same calling area. This saves time whe n the Dialing Translation Table is the same for the Enterprise Edge Voice Messaging systems in the same calling area.

Creating the Dialing Translation Table file

The Technician-Created Dialing Translation Table must conform to the following rules:

• Only one Dialing Translation Table entry per line. A Dialing Translation Table entry consists of one Input value and one Output value.

• There can be no blank lines in the Dialing Translation Table.

• The Input value must be entered first, followed by the Output value. The Input value must be separated from the Output value by one or more spaces. A tab can be used in place of a space.

• A null Input value must be represented by a single hyphen (-).

• A null Output value must be represented by a single hyphen (-).

• An Output value of a restricted extension must be represented by a #.

• No extra characters can be added to either the Input or the Output value. In particular, no * can be added after the Input or Output value. After the Dialing Translation Table is loaded on the system, the * is added automatically after each Input and Output value.

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