Avaya Fax BCM Rls 6.0 User Manual

BCM Rls 6.0

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Task Based Guide

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Notices

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Downloading documents

For the most current versions of documentation, see the Avaya Support. Web site: http://www.avaya.com/support

Contact Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is 1-800-242-2121 in the United States. For additional support telephone numbers, see

the Avaya Web site: http://www.avaya.com/support

be reproduced in any form without the prior written permission of a duly authorised representative of ITEL.

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Table of Contents

FAX .................................................................................... 6

Overview .......................................................................................... 6

Basic Fax Capability – Fax Answering .............................................................. 6

Fax Mail (Messaging) ........................................................................................ 6

Fax Group Lists .................................................................................................. 6

Fax Overflow ...................................................................................................... 6

Fax on Demand ................................................................................................. 6

Required Information ....................................................................... 7

Flowchart ......................................................................................... 8

Accessing CallPilot Manager ........................................................... 9

Accessing CallPilot Manager from Element Manager ....................................... 9

Accessing CallPilot Manager from Internet Explorer ....................................... 13

Fax Answering ............................................................................... 15

Adding a Fax Overflow Mailbox ..................................................... 17

Fax Mail (Messaging)..................................................................... 21

Sending Fax Messages ................................................................. 23

Sending Fax Messages to a Personal Mailbox ............................................... 23

Receiving a Fax Message ............................................................................... 24

Transferring a Fax Call to your Mailbox ........................................................... 24

Printing Fax Messages .................................................................. 24

Assigning a Preset Fax Machine for Printing Faxes ...................... 25

Printing an Individual Fax Message ................................................................. 26

Printing all your Fax Messages ........................................................................ 27

Printing a Fax Message from a Fax Telephone ............................................... 28

Fax Messaging & Unified Messaging ............................................. 29

Fax Group Lists ............................................................................. 29

Creating a Fax Group List ................................................................................ 29

Sending a Fax Group message ....................................................................... 33

Fax on Demand Mailboxes ............................................................ 33

Adding a Fax on Demand Mailbox ................................................................... 34

Initialising your Fax on Demand Mailbox ......................................................... 36

Choosing a Fax on Demand Call Method ........................................................ 37

Choosing a Call Method and the Number of Fax Messages ........................... 37

Adding a Fax Message to a Fax on Demand Mailbox ..................................... 38

Deleting a Fax from a Fax on Demand Mailbox .............................................. 39

Recording a Fax on Demand Mailbox Greeting .............................................. 39

Changing a Fax on Demand mailbox .............................................................. 40

Adding a Fax on Demand Mailbox to a CCR Tree .......................................... 40

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Fax Over VoIP Lines ...................................................................... 43

T.38 fax restrictions and requirements ............................................................ 44

Enabling Fax Over VoIP Lines: ........................................................................ 45

CallPilot Reports for Fax ................................................................ 46

Mailbox Information Report .............................................................................. 47

Directory Report ............................................................................................... 47

CCR Tree Usage Report ................................................................................. 47

Fax Usage Report ............................................................................................ 47

Troubleshooting Fax ....................................................... 48

A Caller Cannot Retrieve a Fax from a Fax on Demand Mailbox ................... 48

A Caller Cannot Leave a fax in a Personal Mailbox ........................................ 48

A Caller Cannot Reply or Send Messages to other Mailboxes ....................... 48

Faxes sent when the Fax Machine is busy are Lost ........................................ 48

Faxes Cannot be Sent to the Fax Machine ..................................................... 49

Faxes Cannot be Sent from the Fax Overflow Mailbox ................................... 49

Fax Messages are Left in the General Delivery Mailbox ................................. 49

Avaya Documentation Links .......................................... 51

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FAX

Overview

Basic Fax Capability – Fax Answering

You can have one fax machine attached to a BCM extension via an ATA2, a (G)ASM Media Bay Module, or via the BCM50 onboard GASI ports. The line must be answered by the AA or CCR, which will route the call to the fax machine. This facility is standard with the voice messaging keycode that comes with every system.

Fax Mail (Messaging)

This allows a fax message to be sent to the subscriber mailbox. The subscriber can then print the fax message on a fax machine. Callers have the option of leaving a voice message to introduce the fax document. This requires the Fax Messaging keycode.

The subscriber mailbox can have an Express Messaging Line associated with it and callers can be given the express messaging line number as the fax number.

Fax Group Lists

Up to 125 phone numbers of fax machines, either internal or external may be added to a Fax Group List. This enables you to send the same fax to all members of the group. This is useful for bulk distribution. This requires the Fax Messaging Keycode.

Fax Overflow

You can set up a fax overflow mailbox that will capture a fax that the fax machine is unable to answer (perhaps because it is busy or out of paper). When the fax machine is ready to print CallPilot send the stored message to the fax machine. The overflow mailbox will store faxes until the mailbox is full. Fax overflow has its own keycode or is part of the Fax Suite keycode.

Fax on Demand

Callers can retrieve documents stored in Fax On Demand mailboxes. You can create a Fax on Demand mailbox to make a collection of faxes available to callers. A Fax on Demand mailbox has a greeting that plays to callers and a collection of fax messages, each with a document number. Callers hear the mailbox greeting and can select a fax document by its assigned number.

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Callers can access a Fax on Demand mailbox:

 From the Auto Attendant, by mailbox number or directory name lookup.  From Feature 980 (Leave Message) or Feature 986 (Transfer Caller to

Mailbox).

 Through Custom Call Routing, as either a Home node or a Mailbox

node.

Fax on Demand has its own keycode or is part of the Fax Suite keycode.

Required Information

 Which incoming lines need to recognise fax tones (for Basic Fax

answering)?

 Which lines are to be used for Express Messaging?

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 Keycodes for the required options (Fax Messaging; Overflow; Fax on

Demand).

 How many fax ports (simultaneous fax transmissions) require

enabling? BCM450 allows up to 8 fax ports enabling, whereas BCM50 allows up to 2 fax ports. The number of fax ports can be checked in the Application Resources area of Business Element Manager.

Open the Resources folder and select the Application Resources link. The Fax applications details can be viewed from the Application Resource Reservations panel.

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Fax Answering

Fax Messaging

Fax on Demand

Ensure the Fax Messaging or Fax Suite keycode has been applied

Ensure the Fax on Demand or Fax Suite keycode has been applied

Ensure the AutoAttendant/CCR Tree is configured and working.

Assign your fax machine as the fax System Extension: refer to the Fax Answering section of this guide.

Ensure the mailbox to be used is configured and working: refer to the

CallPilot Manager & Mailboxes guide for

mailbox information.

Determine a spare line to use as the Express Messaging Line.

Configure the mailbox Express Messaging Line & line in Element Manager: refer to the Fax Mail (Messaging) section of this guide.

Create faxes to be offered via Fax on Demand.

Create & Initialise a Fax on Demand mailbox: refer to the Adding a Fax on

Demand Mailbox and Initialising a Fax on Demand Mailbox

sections of this guide.

Enter the faxes into the FoD mailbox: refer to the

Adding a Fax Message to a Fax on Demand Mailbox section of this

guide.

Determine how fax users receive the faxes: refer to the Choosing a Fax on Demand Call Method section of this guide.

Enter faxes into the FoD mailbox: refer to the

Adding a Fax Message to a Fax on Demand Mailbox section of this

guide.

Inform callers how to receive their faxes: refer to the Recording a Fax

on Demand Mailbox Greeting section of this

guide.

Assign the FoD mailbox to a CCR Tree to allow access: refer to the

Adding a Fax on Demand Mailbox to a CCR Tree section of this

guide.

Fax Overflow

Ensure the fax machine is correctly connected to the BCM and is working.

Set up the Fax Overflow mailbox: refer to the

Adding a Fax Overflow Mailbox section of this

guide.

Ensure the Fax Overflow or Fax Suite keycode has been applied

Flowchart

Use the following flow chart to determine which sections of the guides to use:

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Accessing CallPilot Manager

CallPilot Manager is used to configure most of the Fax Messaging features, and can be accessed using various methods.

Accessing CallPilot Manager from Element Manager

1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager.

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2. Alternatively, double-click on the Business Element Manager desktop icon.

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3. You will be presented with the Element Manager interface.

4. Open the Network Elements folder and select the IP Address of the BCM.

5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button.

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6. A warning screen will appear, read the warning and click OK.

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7. You will be presented with the Element Manager interface.

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8. To access CallPilot Manager: Select the Configuration tab, open the Applications folder, select the Voice Messaging / Contact Center link, and then click to Launch CallPilot Manager.

9. You will be presented with a Security Alert Screen. Read the alert and click Continue to this website to continue.

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10. The Main Menu of CallPilot Manager will be launched.

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Accessing CallPilot Manager from Internet Explorer

CallPilot Manager can also be accessed directly from Internet Explorer. This method of access is an alternative if you cannot gain access via Element Manager.

1. Open Internet Explorer. In the address bar enter http://<IP Address of BCM>/CallPilotManager.

2. If you are presented with the Certificate Error window, click Continue to this website (not recommended).

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3. You will be presented with Administration Login screen. Enter the user ID and password. By default the User ID is nnadmin and the Password is PlsChgMe!.

4. Click the Submit button. The Main Menu of CallPilot Manager will be displayed.

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Fax Answering

Fax Answering allows fax calls to the Auto-Attendant to be connected to a specified fax extension.

Attach the Fax to an extension using one of the following methods:

 Via an ATA2  Via an ASM port  Via a BCM50 onboard GASI port

1. Check that the line(s) the customer expects faxes to come in on are answered by either the Auto Attendant or a CCR Tree. Line details can be found under Lines Administration in the Auto-Attendant menu options.

2. Access CallPilot Manager.

3. Select Configuration then Fax Properties.

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4. The Fax Properties screen will be displayed. If you have not installed a Fax keycode (Fax Messaging or Fax Suite) the following window will be displayed. Enter the extension number for the Fax machine and click the Submit button.

5. If the Fax Messaging, Fax Overflow, Fax on Demand or Fax Suite Keycodes have been applied to the BCM you will get the following window.

6. In the System Extension box type the extension of your main fax machine.

7. In the System Name box type the system name. The system name can be a maximum of 16 characters. You can use your main fax number as the System Name, the 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 name is also printed in the fax machine‟s log files.

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