Telrad EmaGenSys Unified Messaging System User Guide
Unified Messaging
System
System Manual
Catalog No. 76-110-0887/0 Issue 1
Catalog No. 76-110-0887/0
Release 1.0
Issue 1
Unified Messaging System
System Manual
Telrad Tenecss Inc.
Woodbury, New York
NOTICE
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This publication refers to the Telrad
tem, Release 1.0, Issue 1, connected to any of Telrad’s
telephone systems , Releases SB 7/ D B7/LB7, as of February 2002.
Telrad Tenecs, Inc. reserves the right to modify the equipment and soft-
ware described herein w ithout prior notice. However, changes made to
the equipmen t or to the s of tware descr ibed he r ein do not nece s sa rily
render this publication invalid.
maGEN
Unified Messaging Sys-
e
unit
family of
This I s s ue 1 of the
rad Tenecs, Inc. employees only, and may not be distributed or repro-
duced, wholly or in part, without written permission from Telrad Tenecs,
Inc.
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NOTE ON PRONUNCIATION
"
"e
"e
e"
unit
maGEN"
Manager"
System Manual is for internal use by Tel-
is pronounced: yoo - nit - ee.
is pronounced: ee - ma - jen.
is pronoun ced : ee - man - a - jer.
© 2002
Telrad Tenecs Inc.,
Woodbury, Ne w York
CONTENTS
Section 1 INTRODUCTION
1.1 MANUAL SCOPE....................................................................................... 1-1
1.2 STRUCTURE OF THE MANUAL...............................................................1-1
1.3 INTENDED AUDIENCE ............................................................................. 1-3
1.4 APPLICABLE DOCUMENTATION.............................................................1-3
1.5 TYPOGRAPHICAL CONVENTIONS ......................................................... 1-4
Section 2 SYST E M O VE RVIEW
2.1 GENERAL..................................................................................................2-1
2.2 PRODUCT PROFILE................................................................................. 2-1
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2.3
2.3.1 The
2.3.2 The
2.3.3 OCD cards in the system cabinet......................................... ............2-6
SYSTEM HARDWARE............................................................. 2-5
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-PC ........................................................................... 2-5
Voice Mail cards......................................................2-5
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2.4
Section 3 INSTALLATION
3.1 GENERAL..................................................................................................3-1
3.2 INSTALLATION PLANNING .................. ....................................................3-1
3.3 INSTALLATION PREPARATIONS.............................................................3-2
3.3.1 Reading the documentation...................................... .......................3-2
3.3.2
3.3.3 OCD card preparation.......... ................................. ........................... 3-2
3.3.4
3.4 OPTIMAL COMMUNICATION PORT PROVISIONING.............................3-3
3.4.1 General ..................... .... ........... ................................. .... ........... ........3-3
3.4.2 Communication requirements per feature.......... ..............................3-4
3.5 CRITICAL DISTANCES ................. ............................................................3-4
3.6 REQUIRED CABLES................................................................................. 3-4
3.6.1 Data cable(s) from the
3.6.2 Audio cable(s) from the
3.7 HARDWARE INSTALLATION PROCESS................................................. 3-6
3.8 INSTALLING
IN THE
3.8.1
3.8.2
SYSTEM FEATURE OVERVIEW............................................ 2-7
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-PC printed circuit cards.................................................. 3-2
voice mail ports definition ...............................................3-3
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voice mail card jumper settings ......................................3-6
voice mail card insertion.................................................3-7
VOICE MAIL CARDS
-PC...............................................................................3 -6
-PC to the OCD card(s)...............3-4
-PC to the OCD card(s)............. 3-5
iii
CONTENTS (Continued)
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3.9 SYSTEM PREPARATION AND CONNECTIONS TO
3.9.1 Mounting a MIM on an OCD card .................................................... 3-8
3.9.2 Inserting an OCD card into the system cabinet......... .....................3-10
3.9.3 Completing the data connection..................................................... 3-11
3.9.4 Performing the audio connection ............ ........... ............................ 3-12
3.10 ADDITIONAL STEPS BEFORE ACTIVATING
3.11 POWER CABLING.................................................................................3-16
3.12 MAIN DISTRIBUTION FRAME (MDF) CROSS CONNECTS................ 3-16
3.13 PBX SOFTWARE CONSIDERATIONS..................................................3-17
3.13.1 Setting up the PBX to accommodate
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3.14 INSTALLING THE
3.15 QUICK STEPS FOR SOFTWA RE INSTALLATIO N .......... .....................3-18
3-16 CHECKLIST...........................................................................................3-19
3.17 CHECKING CABLING............................................................................3-20
3.18 CHECKING PRINTED CIRCUIT CARDS.............................................. 3-20
3.19 CHECKING SYSTEM CABINET TO MDF CONNECTIONS..................3-20
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SYSTEM................................................. 3-18
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.............. 3-8
.....................3-15
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3.20
3.21 INSTALLATION INSTRUCTIONS FOR ADDING ELEMENTS TO
THE
and applet ..................................................................................... 3-28
3.22
INSTRUCTIONS ..................................................................................... 3-30
3.23
INSTRUCTIONS ..................................................................................... 3-32
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3.20.1
3.21.1 How to add voice ports.................................................................3-28
3.21.2 How to add fax ports .................................................................... 3-28
3.21.3 How to add modem...................................................................... 3-28
3.21.4 How t o add Unified messaging Pus h, POP, IMAP
3.21.5 How to add TTS ........................................................................... 3-39
3.21.6 How to add Speech Recognition...................................................3.30
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3.22.1 Back up option .............................................................................3-3 0
3.22.2 Restore option..............................................................................3-3 1
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3.23.1 To view your current syste m version ............................................ 3-22
3.23.2 Connect to the
3.23.3 Ext ract and upgrade .....................................................................3-3 2
3.23.4 Verify correct system v ersion ....................................................... 3-33
SYSTEM DETAILED INSTALLATION INSTRUCTIONS.......3-21
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Voi ce Mail ful l instal l atio n -- version 9........... ........... ...3-21
SYSTEM........................................................................ 3-28
SYSTEM DETAILED BACKUP AND RESTORE
SYSTEM DETAILED VER SION UPGRADE
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voice mail with FTP............................. 3-22
Section 4 OPERATION
4.1 GENERAL.................................................................................................. 4-1
4.2 CONVENTIONS......................................................................................... 4-1
4.3 GENERAL RULES.....................................................................................4-1
4.3.1 System Prompts............................................................................... 4-1
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CONTENTS (Continued)
4.3.2 No Response from the user ............................................................. 4-1
4.3.3 Too many Errors ........................................................... ...................4-2
4.3.4 Allowable time between key entries................................................. 4-2
4.3.5 Use of the # key to terminate an entry ............................................. 4-2
4.3.6 Use of the * key................................................................................ 4-2
4.4 FIRST-TIME USER TUTORIAL ................................................................. 4-3
4.5 DIRECTORY TREE.................................................................................... 4-3
Section 5 SYSTEM ADMINISTRATION
5.1 GENERAL.................................................................................................. 5-1
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5.2 CONNECTING TO
5.2.1 Data Connection .............................................................................. 5-1
5.2.2 Modem Connection.......................................................................... 5-2
5.2.3 Null- Modem Connection.................................................................. 5-4
5.3 ftp Access................................................................................................... 5-4
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5.4
5.4.1 Logging in – “telnet” ............. ............................................................ 5-5
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5.4.2
5.4.3 Service..................................................................................... ........ 5-6
5.4.4 Network configuration -- option 4 ..................................................... 5-7
5.4.5 System Backup -- option 5...............................................................5-7
5.4.6 System Monitor -- option 6............................................................... 5-8
5.4.7 A1 Info -- option 7............................................................................. 5-8
5.4.8 Verify Installation -- option 8............................................................. 5-8
5.4.9 Shut down -- option 9................... .................................................... 5-8
5.4.10 Extra stuff -- option 10.................................................................... 5-8
5.4.11 Import/Export Data Base................................................................5-9
5.4.12 Select PBX..................................................................................... 5-9
5.4.13 Configure voice card board............................................................ 5-9
5.4.14 Define modem.............................................................................. 5-10
5.4.15 Configure Fax............................................................................... 5-10
5.4.16 Ins t alling the Fax so f tware ............................................................5 -11
maGEN T3
maGEN
adm options .............. ................................................. 5-5
.................................................................... 5-1
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5.5
maGEN MONITOR.......................................................................5-11
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5.6
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5.7
5.7.1 Accessing SMDR Reports.............................................................. 5-12
5.7.2 Generating a report........................................................................ 5-12
5.7.3 Costing of calls.................................... ...........................................5-13
Section 6
6.1 THE
6.2 THE
6.3 TO USE THE
6.4 NAVIGATING THE SYSTEM.................................................................... 6-2
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WEB CONTROLLER
WEB CONTROLLER SCREEN.......... .............................. 6-1
WEB ADMINISTRA TIO N UTILITY.................................... 6-1
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WEB CONTROLLER.......................................... 6-1
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CONTENTS (Continued)
Section 7
7.1 GENE R AL
7.2 SITE -- GENERAL INFORMATION............................................................ 7-2
7.3 THE SITE SETTINGS SCREEN................................................................ 7-5
7.4 PARAMETERS ON THE SITE --> SETTINGS SCREEN........................... 7-5
7.5 SPEC I AL KEY PAR AM ETERS ON THE SITE --> SETTINGS SCREEN ..7-7
7.6 SECURITY PARAMETERS ON THE SITE --> SETTINGS SCREEN........ 7-8
7.7 GREETING HOURS PARAMETERS ON THE SITE --> SETTINGS
SCREEN ...................................................................................................7-8
7.8 HOUSEKEEPING PARAMETERS ON THE SITE --> SETTINGS
SCREEN ....................................................................................................7-9
7.9 SYSTEM PARAMETERS ON THE SITE --> SETTINGS SCREEN......... 7-10
7.10 CALL OUT PARAMETERS ON THE SITE --> SETTINGS SCREEN .....7-11
7.11 PUBLIC ANNOUNCEMENT PARAMETERS......................................... 7-12
7.12 HOLIDAY SCHEDULE ........................................................................... 7-13
7.13 CID ROUTING........................................................................................ 7-15
Section 8
SITE
..........................................................................................7-1
PBX PORT DEFINITION
8.1 GENE R AL
8.2 PORT PARAM ETERS
Section 9
9.1 THE PBX --> PARAMETERS SCREEN
9.2 GENERAL PBX PARAMETERS
9.3 DISCONNECT............................................................................................ 9-2
9.4 IN-BAND INTEGRATION ........................................................................... 9-4
9.5 TRANSFER TO EXTENSIONS.................................................................. 9-5
9.6 MESSAGE WAITING INDICATOR............................................................. 9-6
9.7 DIAL STRINGS .......................................................................................... 9-7
9.8 RECONNECT SEQUENCES..................................................................... 9-8
9.9 PBX TIMERS............................................................................................ 9-11
9.10 DISCONNECT DETECTION.................................................................. 9-12
9.11 INTEGRATION PARAMETERS ............................................................. 9-14
9.12 CONFERENCE SEQUENCE................................................................. 9-19
PBX
9.8.1 Message Waiting Indicato r....................................... .......................9-9
9.11.1 DTMF Integration commands........... .......................... .................9-16
..........................................................................................8-1
.........................................................................8-1
.................................................9-1
...........................................................9-2
9.13 TRUNK INTEGRATION TABLE .............................................................9-21
9.14 RS232 INTEGRA TION TABLE............................................................... 9-22
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CONTENTS (Continued)
Section 10
10.1 DEPARTMENT DEFINITION
10.2 DEPARTMENT -- PROPERTIES GENERAL SETTINGS..................... 10-3
10.3 DEPARTMENT -- PROPERTIES DIRECTORY MODE........................ 10-6
10.4 DEPARTMENT --> WORKING HO URS ................................................10-7
10.5 DEPARTMENT -- PROPERTIES CONVERSION TABLE...................... 10-8
10.6 DEPARTMENT --> DIRECTORY ASSISTANCE........... .........................10-9
10.7 SETTING UP SPEECH RECOGNITION...............................................10-11
Section 11
11.1 MAILBOX MAINTENANCE
DEPARTMENTS
............................................................10-1
10.1.1 Recording system greetings.........................................................10-2
10.1.2 Conversion table.......................................................................... 10-2
10.1.3 Using a script instead of the standard automated attendant ........ 10-3
10.6.1 Speech recognition automated attendant ........... .... .....................10-9
10.6.2 Key press directory assistance ..................................................10-10
10.6.3 Adding and removing names ..................................................... 10-10
10.7.1 Defining names...........................................................................10-11
10.7.2 Adding names to the pronunciation table...................................1 0-13
MAILBOX
..............................................................11-1
11.2 ESSENTIAL FIELDS TO SE T W H EN CREATING
NEW MAILBOXES
11.3 CREATING A MAILBOX
11.4 MAILBOX PROPERTIES FIELDS...........................................................11-3
11.5 TRANSFER CALLS................................................................................ 11-9
11.6 WAKE UP CALLS ................................................................................ 11-12
11.7 CONVERSION TABLE......................................................................... 11-14
11.8 MESSAGE NOTIFICATION................................................................. 11-16
11.8.1 Bin information fields...................................................................11-18
11.8.2 Schedule table entries............ .....................................................11 - 19
11.9 EMAIL SETTINGS................................................................................ 11-24
11.9.1 En abling the email client .............................................................11-25
11.9.2 Setting up the email client for POP3 ...........................................11-25
11.9.3 Setting up the email client for IMAP............................................11-26
11.9.4 Setting up Send-Mail...................................................................11-27
11.10 POP3 ACCOUNTS.............................................................................11-28
11.10.1 Synchronize email.................................................................... 11-29
11.11 EMAIL REPLY SETTINGS................................................................. 11-29
11.12 FORWARDING OPTIONS................................................................. 11-30
10.12.1 Actions ..................................................................................... 11-31
...........................................................................11-2
..................................................................11-2
Section 12
12.1 GENERAL.............................................................................................. 12-1
CLASS OF SERVICE
vii
CONTENTS (Continued)
12.2 PERSONAL OPTIONS........................................................................... 12-3
12.3 MESSAGES........................................................................................... 12-5
12.4 INCOMING CALLS................................................................................. 12-7
12.4.1 Ringer MWI..................................................................................12-9
12.5 HOUSEKEEPING.................................................................................12-10
Section 13
13.1 GENERAL.............................................................................................. 13-1
13.2 CREATING A NEW GROUP .................................................................. 13-3
13.3 REMOVING A GROUP..........................................................................13-3
13.4 ADDING MEMBERS TO A GROUP.......................................................13-3
13.5 REMOVING MEMMBERS FROM A GROUP........................................ 13-3
Section 14
14.1 INTRODUCTION.................................................................................... 14-1
14.2 CREATING A SCRIPT -- AN OVERVIEW.................. ............................ 14-1
14.3 RECORDING A SCRIPT VOICE FILE................................................... 14-3
14.4 SCRIPT PROGRAMMING..................................................................... 14-3
Section 15 THE SY ST EM ADM I N IS T R A T OR
15.1 THE SYSTEM ADMINISTRATOR..........................................................15-1
15.2 ASSIGNING AN ADMINISTRATOR....................................................... 15-1
GROUPS
SCRIPTS
14.4.1 Action Function Descriptions........................................................14-4
14.4.2 OK / Err and Numeric entry column fields....................................14-8
14.4.3 Script func tion examples.............................................................. 14-9
15.3 ADMINISTRATOR’S REMOTE OPERATIONS ..................................... 15-2
15.3.1 Administration menu ....................................................................15-2
15.3.2 Emergency greeting menu........................................................... 15-3
15.3.3 Record greeting menu.................................................................. 15-3
15.3.4 Greeting review menu.................................................................. 15-4
15.3.5 Prompt selection menu .............. .................................................. 15-5
15.3.6 Record prompt menu ................................................................... 15-5
15.3.7 Prompt review menu.................................................................... 15-6
15.3.8 Destination entry menu................................................................ 15-6
15.3.9 Password menu ...........................................................................15-7
15.3.10 Operation mode menu ............................................................... 15-7
15.3.11 Record names mail box sele c tion ............................................... 15-8
15.3.12 Group name selection................................................................ 15-9
15.3.13 Time or date menu..................................................................... 15-9
15.3.14 Mailbox administration ............................................................. 15-10
15.4 GENERAL COMPANY VOICE PROMPTS........ .................................. 15-11
viii
CONTENTS (Continued)
Section 16 VOICE PROMPTS
16.1 GENERAL.............................................................................................. 16-1
16.2 VOICE PROMPT LIST........................................................................... 16-2
Section 17 REPORTS
17.1 REP ORT TYPES.................................................................................... 17-1
17.2 MAILBOX LIST.......................................................................................17-2
17.3 MAILBOX USAGE.................................................................................. 17-2
17.3.1 Mailbox u sage by date ................................................................. 17-2
17.3.2 Mailbox u sage daily...................................................................... 17-2
17.3.3 Mailbox u sage daily detail............................................................ 17-3
17.4 SYSTEM GROUP LISTS ....................................................................... 17-3
17.5 PORT STATISTICS................................................................................ 17-4
17.6 SYSTEM STATISTICS........................................................................... 17-4
17.7 HOURLY SYSTEM STATISTICS ...........................................................17-5
17.8 OUTBOUND CALLS.............................................................................. 17-6
17.9 FULL REPORTS....................................................................................17-6
Section 18
18.1 INTRODUCTION.................................................................................... 18-1
18.2 FAX PARAMETERS............................................................................... 18-1
18.3 FAX LINES .............................................................................................18-4
18.4 FAX MAIL ............................................................................................... 18-4
18.5 FAX-ON DEMAND................................................................................. 18-4
Section 19
19.1 GENERAL.............................................................................................. 19-1
19.2 SYSTEM CONFIGURATION PROGRAMMING....................................19-1
FAX
18.4.1 Receiving Faxes........................................................................... 18-4
18.4.2 Retrieving Faxes.......................................................................... 18-4
18.5.1 General ........................................................................................ 18-4
18.5.2 Same Call (One-To-One) .............................................................18-5
18.5.3 Return Call (Dedicated line)......................................................... 18-5
18.5.4 Same Call and Return Call combination ......................................18-5
18.5.5 Fax Function Descriptions............................................................ 18-5
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19.2.1 Card Configuration Screen...........................................................19-1
19.2.2 IVM/serial applications Screen..................................................... 19-3
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19.2.3
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PROGRAMMING FOR
configurations............................................................. 19-6
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19.3 DEFINING THE
19.4 DEFINING THE IVM HUNT GROUP ................................................... 19-10
19.5 RING ROUTING................................................................................... 19-11
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HUNT GROUP ........................................... 19-7
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CONTENTS (Continued)
19.6 ASSIGNING A MAILBOX NUMBER AND TENANT STATUS ............. 19-12
19.7 ASSIGNING INTERCOM RESTRICTION............................................ 19-13
19.8 STATION FEATURE PROGRAMMABLE BUTTONS..........................19-14
19.8.1 Programmable Keys Selection and Station Maps Screen ......... 19-14
19.9 ATTENDANT FEATURES PROGRAMMING....................................... 19-17
19.9.1 Programmable Keys and Attendant Definition Screen............... 19-17
19.10 AUTOMATIC CALL DISTRIBUTION PROGRAMMING..................... 19-17
19.10.1 ACD Routing Plans Screen.....................................................19-18
19.10.2 Interflow/overflow Programming Screen ................................. 19-19
19.10.3 Announcer Plans Screen ........................................................ 19-20
19.10.4 Announcement Program Screen............................................. 19-21
19.11 PABX/CENTREX................................................................................ 19-21
19.11.1 System Timers Screen............................................................19-21
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19.12 IMPLEMENTING A NETWORKED
19.12.1 IVM hunt group in a network ................................................... 19-22
INDEX
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SYSTEM................... 19-22
TABLES
3-1 I/O port jumper settings .......................................................................................3-7
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3-2 Connections of data cable from
19-1 Station types ................................................................................................. 19-15
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card to OCD card .......................... 3-12
FIGURES
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2-1
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2-3
3-1 Wrist strap guarding against electrostatic discharge ......................................... 3-8
3-2 Inserting the MIM on th e OCD card ................................................................. 3-10
3-3 OCD card insertion .......................................................................................... 3-11
3-4 Data cable from
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3-5
3-6 Audio cable from
to four port junction box .................................................................................. 3-14
3-7 Typical 25-pair cable connector from OCD block in MDF ................. ............... 3-15
connections with the
Operation Menu feature overview..................................................... 2-8
Administration Menu feature overview.............................................. 2-8
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cabling from
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card to OCD card ................................................. 3-12
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voice mail card
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-PC to OCD card .......................................3-13
5-1 Crossover Cable Diagram .................................................................................. 5-2
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5-3
5-4 SMDR Repo rts definiti on screen ...................................................................... 5-13
5-5 Sample SMD R Report ......................................................................................5-15
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Monitor screen................................................................................. 5-11
Controller Main Menu screen..........................................................5-12
CONTENTS (Continued)
FIGURES (Continued)
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6-1
Your guide to
6-2
7-1 Site --> General Screen...................................................................................... 7-1
7-2 Site --> Settings Screen...................................................................................... 7-5
7-3 Site --> Public Announcement screen .............................................................. 7-12
7-4 Site --> Holiday Schedule screen..................................................................... 7-13
7-5 Site --> CID Routing screen..............................................................................7-15
8-1 PBX --> Port Definition screen............................................................................8-1
9-1 PBX --> Pa ram e ters screen................................................................................ 9-1
9-2 PBX --> Integration screen...............................................................................9-14
9-3 PBX --> Trunk Integration screen..................................................................... 9-21
9-4 PBX --> Serial Integration screen........................................... ..........................9-22
10-1 Department --> Properties screen .................................................................. 10-1
10-2 Department --> Working Hours screen ........................................................... 10-7
10-3 Departmen t --> Direct or y Assistance screen................. ................................. 10-9
10-4 Site --> Speech Recognition screen .............................................................10-12
Web Controller Main Menu screen ................................................... 6-1
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screens and instructions............................................... 6-3
11-1 Mailbo x --> Properties screen.......................................................................... 11-1
11-2 Mailbox Toolbar............................................................................................... 11-2
11-3 Create New Mailbox screen.............................................................................11-3
11-4 Mailbox --> Conversion Table screen............................................................ 11-14
11-4 Mailbox --> Message No tification screen....................................................... 11-27
11-5 Mailbo x --> Em ail Settings screen .................................................................11-24
11-7 Mailbox --> POP3 Accounts screen............. .................................................. 11-28
11-8 Mailbox --> Email Reply Settings screen....................................................... 11-29
11-9 Mailbox --> Forwarding Options screen......................................................... 11-30
12-1 Class of Service screen......................................................... ..........................12-2
13-1 Site --> General --> Global Groups screen ...................................................... 13-2
13-2 Mailbox --> Groups screen ........................................................ ......................13-2
13-3 Mailbox --> Group Members screen ................................................................ 13-4
14-1 Mailbox --> Script screen................................................................................. 14-2
17-1 Reports --> Main Menu screen ........................................................................ 17-1
18-1 Site --> Fax Settings screen ............................................................................18-2
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CONTENTS (Continued)
THIS PAGE INTENTION A LLY BLANK
xii
Section 1
INTRODUCTION
1.1 MANUAL SCOPE
This manual presents the information needed to install and
program the
conjunction with the
includes an overview of the
software installation procedures and instructions for
programming
1.2 STRUCTURE OF THE MANUAL
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unit
Unified Messaging System in
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family of systems. This information
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and its many features.
system, hardware and
This manual is divided into the following sections:
INTRODUCTION
1.
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Provides introduct ory inf ormatio n a bout
documentation.
SYSTEM OV ERVIEW
2.
Provides a g eneral overvi ew of
basic concepts and features.
INSTALLATION
3.
Provides information required for
lation planning and preparations.
OPERATION
4.
Provides basic information on
SYSTEM AD MINISTRATION
5.
Provides basic information on
tration.
6.emaGEN
Provides an introduction to the
WEB CONTROLLER
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capabilities,
system instal-
system operation.
system adminis-
Web Controller --
system
the adm inistration utility of the
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system.
1-1
76-110-0887/0, Issue 1
SITE
7.
Provides administration definition instructions for adapting
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to your specific site.
PBX PORT DEFINITION
8.
Provid es ad min ist rat i on def ini ti o n in st ru ct ion s fo r you r t ele ph one
system outside line ports.
PBX
9.
Provid es ad min ist rat i on def ini ti o n in st ru ct ion s fo r you r t ele ph one
system parameters, integration and outside lines.
DEPARTMENTS
10.
Provides administration definition instructions for configuring the
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site.
MAILBOX
11.
Provides administration definition instructions for maximum utilization of mailbox features, properties and options.
automated attendant to each department on your
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CLASS OF SERVICE
12.
Provides administration definition instructions for assigning a
Class of Service to each mailbox, to control its activities.
GROUPS
13.
Provides administ ration defi nition inst ructions fo r assig ning, controlling and linking mailbox groups, in various configurations.
SCRIPTS
14.
Provides detailed i ns t ructions for creating and utilizing customized routines, called scripts.
THE SYSTEM ADMINISTRATOR
15.
Provides informati on on the assignm ent and functions of th e
System Administrator.
VOICE PROMPTS
16.
Provides describes the organization, structure and utilization of
system greeting voice prompts.
REPORTS
17.
Provides standard structure and information details contained in
a series of statistical reports, used to enable the System Admin-
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istrator to keep track of
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system activity.
1-2
FAX
18.
Provides administration definition instructions for maximum utilization of fax parameters, facilitating fax mail, fax-on-demand
and fax integration with mailboxes and email.
Section 1: INTRODUCTION
PROGRAMMING FOR
19.
Provides a description of
ments -- applied using the Windows-based
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implementation.
1.3 INTENDED AUDIENCE
This manual is intended for field technicians and for the System
Administrator responsible for maintaining th e
Messaging System.
The manual assumes the reader is familiar with
programming and with personal computers.
1.4 APPLICABLE DOCUMENTATION
In addition to this system manual, the following
documen tat ion is availa bl e:
e
maGEN
e
unit
unit
e
SYSTEMS
e
Manager
e
maGEN
e
unit
e
maGEN
-- for
Unified
system
IN
system programming require-
e
maGEN
•
Catalog number 76-110-0888/0
e
maGEN
•
Catalog number 76-110-0889/0
e
maGEN
•
Catalog number 76-110-0891/0
e
maGEN
•
Catalog number 76-110-0892/0
e
maGEN
•
Catalog number 76-110-0893/0
You should also be familiar with the Release 6 and Release 7 document at ion for the
• Feature Description -- Release 6
Catalog number 76-110-0690/F.
• Feature Description Addendum -- Release 7
Catalog number 76-110-0690/G.
• Hardware Description -- Release 6
Catalog number 76-110-0685/F.
Client User Guide
Quick Ref erence Guide (English)
User Guide for Avanti 3025 set
User Guide for Avanti 3020 and 3015D sets
User Guide for All Types of Telephone Sets
e
unit
Family of systems, including:
1-3
76-110-0887/0, Issue 1
• 19 inch System Cabinet Administration and Installation
Addendum -- Release 7
Catalog number 76-110-0881/0
• Operating Instructions -- Release 6
Catalog number 76-110-0165/F.
• Operating Instruction Addendum -- Release 7
Catalog number 76-110-0165/G
• Administration Manual -- Release 6
Catalog number 76-110-0175/F.
• Administration Forms -- Release 6
Catalog number 76-110-0405/F.
• Administration, Ins t all ation and Upgrade Addendum
-- Release 7
Catalog number 76-110-0175/G
• Installation Manual -- Release 6
Catalog number 76-110-0410/F.
• Maintenance manual -- Release 7
Catalog number 76-110-0170/G
1.5 TYPOGRAPHIC CONVENTIONS
Throughout this m anual , th e following typographic conventions
have been use d:
• Keys on the telephone set are shown like this:
[MSG], [SPKR], [REDIAL], [7].
• Text appearing on the telephone display is s hown like this :
ADD ON, ENTER DN.
• Keys on the computer keyboard appear capitalized, like this:
ENTER, ESC, F9.
• Text to be typed on the computer keyboard exactly as indicated,
is shown like this:
p, e1, 42.
• Text appearing on the computer screen is shown like this:
CALLS WAITING, 13:20.
• Nam es of screens or menus are shown like this:
SYSTEM T IMERS Screen.
• Names of Microsoft Windows icons, windows and dialog boxes
are shown like this:
Advanced Option s.
1-4
• Mov em ent from one con f iguration sc reen to anothe r appears
show ing the code letters for th e s c reens as follo ws:
Y− S.
• Buttons appearing under Microsoft Windows are show n l ike this:
Change na m e.
2.1 GENERAL
Section 2
SYSTEM OVERVIEW
e
This section provides a general overview of Telrad
system capabilities and features. It details the features of the
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unit
the
system and describes its physical connection with
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family of systems, including the foll owin g systems:
maGEN
• unite 128 • unit
• unit
• unit
2.2 PRODUCT PROFIL E
Telrad
cessing application platform, providing services suh as voice
mail, unified messagi ng, automated attendan t and automate d
voice resp onse. It con nec t s to a
through analog port s , and is administered loc ally or remotely
using T C P/ IP interface.
e
maGEN
many in-depth parameters to adjust the system for different
telephone systems and different site configuration s , but the
common i nstal lation can be comp leted w ithou t changi ng almos t
any parameters. A pre-defined library of PBXs is included for
your convenience, and during the installation you’ll only need to
select the type of PBX you are installing
e
8/18
e
400
e
1000
e
maGEN
is designed with the installer in mind. There are
is a value added comprehensive voice pro-
• unit
unit
e
60
e
telephone system
e
maGEN
on.
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maGEN
onstrated by the following features:
• Direc t com munica tio n is es tabl ishe d bet ween t he
processor and the
e
•
tem and pro vide s an almos t unl imi ted number o f up to
is fully integrated with yo ur
unit
maGEN
integrates voice and data within the
e
system central processing unit.
e
unit
system, as dem-
unit
e
maGEN
e
sys-
2-1
76-110-0887/0, Issue 1
seve n digit mailbo x es for mes sage storage -- withi n the limits of
the installed system platform.
e
maGEN
•
set display. Users access
sage answe rin g procedure. You c an als o access
softkeys from
3015D telephone sets and the Executive telephone set with
expanded display .
• Calls can be forwarded from your telephone set to
from
e
•
maGEN
and external calls and handles the calls accordingly.
unit
•
phone sets and the Executive telephone set with expanded dis-
play provide softkeys and menu prompts for enhanced
e
maGEN
• Information on received email and fax messages can be heard
on
unit
nolo gy -- and can be viewed on tele phone set displ ays.
leaves messages on your
e
maGEN
e
unit
system Avanti 3025, A vanti 3020 and Av anti
e
maGEN
e
system Avanti 3025, Avant i 3020 and Avanti 3015D te le-
e
system telephone sets -- utlizing text to speech tech-
to your telephone set.
knows how t o distinguish between incoming internal
feature operation.
e
unit
system telephone
through the normal mes-
e
maGEN
e
maGEN
with
or
• Programm able key s on your telepho ne sets, if any, can be pro-
e
grammed to give you immediate access to
such as to your mailbox, to call recording, call screening and
message monitoring.
• The messag e monitoring fe ature allows the user to he ar a message that is being recorded in her mailbox and to intercept that
call if she chooses.
• System Dial By Name option allows you to rapidly call your
desired party without even knowing their extension number.
e
maGEN
•
unit
Every four
tem cabinet via their respective MIM module on the Option (OCD)
cards.
• Menu-driven
understand setup procedures. Configuration and administration
tasks are intuitive and simple to learn.
• Most of the system features can be programmed by an authorized user, by means of a browser and modem, or by direct con-
can be configured with up to 28 voice mail ports, in all
e
systems.
e
maGEN
e
maGEN
voice m ail ports are con nected to the sys -
software leads you through easy to
maGEN
features,
2-2
Section 2: SYSTEM OVER VIEW
e
nection to
any DTMF telephone.
• When answered by the automated attendant, outside callers fol-
low recorded instructions which explain how to dial directly to the
extension of their choice or how to use the Automated Attendant
Dial By Name feature to reach their desired party. This feature
provides the conv enience of direct inward dialing on outside
lin es , and, since thes e calls are not transfer red via an attendan t ,
it reduces the burden on the attendant position.
also double as an after-hours office attendant.
• An outside call to an
the automated attendant to that subscriber’s outside number (or
mailbox or alternative internal location), by utilizing the
system’s outside line patch feature. This approach can be useful
when, for example, the subscriber’s extension number is busy or
does not answer, or when that s ubscriber only has an external
number and no internal extension.
• A c all to an outsi de party on an external line behind Cent rex or a
PABX (priv ate automatic branch exchang e) can be enabled, by
having
such a call.
maGEN
e
maGEN
, from any
e
maGEN
initiate the flash signaling required for placing
e
unit
system telephone set, or
e
maGEN
subscriber can be forwarded by
unit
can
e
e
maGEN
•
solution to the pr oblem of unanswere d c alls. A call er who
receives no answer at an extension, is connected to
voice mail to hear the mailbox owner's prerecorded personal
opening greeting. The caller can then record and edit a voice
message in the called user's mailbox.
•With
message was recorded in your mailbox -- or, if there is more than
one message, it shows the number of messages in the mailbox.
You can acce s s your ma ilbo x at the touc h o f a button .
• The user of a
3015D telephone set or Executive telephone set with an
expanded display has the option of reviewing waiting messages
by means of a visual message list displayed on his telephone
set. Once the Visual message review feature has been activated,
the number of waiting new, urgent and old messages appear, as
well as the number of messag es prepared by the u ser for future
delivery and the num ber of messages to be certified by the user.
After selecting one of these message categories, you can then
scroll through the list -- up to five messages per display page -and handle each message as you deem appropriate.
voice mail is a sophisti cated, reliable an d co n fidential
e
e
maGEN
, your telephone set display indicates that a voice
e
unit
system Avanti 3025, Avanti 3020 and Avanti
maGEN
2-3
76-110-0887/0, Issue 1
e
• The user of a
3015D telephone set or Executive set with expanded display can
view a list of incoming out s i de calls, prov ided that th e Central
Office supports Caller ID for those calls. These calls are differentiated between those that were answered and those that were
not answered. The user can toggle between a display of the
caller’s name or the caller’s number. If the user is authorized to
enter the mailbox of another extension, she can also view the list
of incoming outside calls f or that ex te ns ion.
The user can return any of those calls simply by pressing the
associated softkey.
• With the Caller ID Routing Feature, an incoming call can be clas sified -- by the area code, office code and/or other elements of
the originating telephone number -- and routed to the system
extension of a corresponding staff member.
e
maGEN
•
sary, without disconnecting calls currently being handled. When
all system ports are released, th e exit is automatically ex ecute d.
unit
system Avanti 3025, Avanti 3020 and Avanti
allows the technician to exit the system, when neces-
All mailbox owners review messages deposited in their mailbox and
can then select one of many options su ch as replay, save or erase
the message, or send or copy the message to other mailboxes.
All access to mailbox messages and greeting changes is controlled
by passwords to ensure totally confidential communications.
Advanced subscriber functions include the ability to screen incoming calls, record a call in progress, tag messages with date and time
information, index old messages, fast forward messages, record
group messages, perform interviews, program comprehensive call
handling parameters, and forward message reminders to internal or
outside numbers, including pagers.
Advanced system functions include announce r messages, a system
directory which can locate a desired number and dial it, automatic
disk maint enance capability, recorde d announ cements for hunt
grou ps, up to 50 rec orded announc em ents for ACD grou ps, and
e
coordinated day/night control between
e
system cabinet. An
voice mail needs of a number of networked
maGEN
system can also be used to serve the
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and the
e
unit
systems. See
unite
2-4
Section 19.12 for
unit
e
networking programming requirements.
Section 2: SYSTEM OVER VIEW
NOTE
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maGEN
program mab le vari ation s. Un less otherwis e
specified, this manual presents the default
operation and settings of programmable
feat ures and paramet er s .
is a versatile system with many
2.3 e
2.3.1 The
2.3.2 The
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e
maGEN
e
maGEN
SYSTEM HARDWARE
-PC
e
The
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term ed t he
as required for full operation of the purchased system.
Voice Mail cards
e
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e
unit
The
cards,depending on the number of
establish in your system.
telephony port and two po rt voice proces s ing cards,ma nufactured
by Brooktrout Technology, to choose from, in order to setup your
syst em, as det ailed in Sect ion 3.3.2, below.
The
systems.
e
maGEN
e
maGEN
system is based on a d edicated perso n al computer,
e
maGEN
can be configured with up to 28 voice mail ports, in all
-PC must be fitted with
-PC can thus have any even number config-uration
-PC, fi t ted wi th a ddi ti on al p ri nt ed c ir cui t c ar ds,
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maGEN
e
maGEN
There are several types of
printed circuit
ports you wish to
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four
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maGEN
of
• One four-port card, fo r a four-port
• Two four-port cards, for an eight-port
• Three four-port cards, for a 12-port
• Four four-port cards, for a 16-port
• Five four-port cards, for a 20-port
• Six four-port cards, fo r a 24-port
• Seven four-port cards, for a 28-port
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maGEN
The
respective
below.
ports -- from 2 to 28 ports, as follows:
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e
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e
maGEN
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cards are connected to OCD card(s) installed in the
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unit
system cabinet, as described in Section 3.9,
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maGEN
maGEN
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system;
system;
system;
system.
system;
system;
system.
2-5
76-110-0887/0, Issue 1
2.3. 3 OCD card s i n the system cabinet
e
maGEN
unit
can be con fi gur ed with up to 28 v oi ce mail po rts, in all
e
systems.
The required audio and data connections are made between
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card(s) in the
system cabinet. These connections consist of:
• Data connection: from the
wire cable to the RJ45 connector on the outside end of the first
OCD card holding MIMs. A similar cable must be connected to a
second and third OCD card (if present) each of which contains
an MIM module(s) supporting
• Audio connection: from each
pair cables to a junction box and the MDF, and via a 25-pair
cable from the MDF to the 25-pair connector on the outside end
of each OCD c ard.
A 16 to 24 port
must use two OCD cards.
A 28 port
three OCD cards.
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maGEN
e
maGEN
-PC and OCD ca rd(s) in the
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NOTE
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maGEN
configuration must use
-PC com port , via a three-
maGEN
ports.
-PC card, via two two-
configuration
unit
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Figure 2-1, below, shows the physical connections between an
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card and the
unit
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system.
2-6
Audio cable/s from junction box to MDF
Junction box
Two two-pa ir audio c a bles from
PC card to junction box
Section 2: SYSTEM OVER VIEW
OC D card in system cabinet
Data cable from
PC to OCD card
MDF
Vo ic e mail c a r d
ins t a lle d in t h e P C
PC
2.4
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maGEN
J1
J2
PC com port
Figure 2-1
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connections with the
Standard 25-pair cable/s from M DF
SYSTEM MENU FEATURE OVERVIEW
Figures 2-2 and 2-3, below, present overviews of
tion features and Adminis t ration features menu processing, r es pectively. Refer to these figures, as necessary, to follow the
processing flow and see the features involved.
Knowing the capabilities of each
taining the maximum amount of service and benefit to your organization. Many fe at ures have us er-define d p arameter s that you mu s t
program. This customized programming allows you to maximally tai-
e
lor
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to the specific needs of your organization.
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maGEN
unite
system
e
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feature is the key to ob-
Opera-
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2-7
76-110-0887/0, Issue 1
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3.1 GENERAL
Section 3
INSTALLATION
Sections 3.2 through Section 3.6, below, describe planning and
component requirements for the installation of the
tem, .
Section 3.7 through Sect ion 3.16, below, describe the procedure for
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installing the physical components of
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within the
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sys-
ma-
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-PC, and the connecti on s between the
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unit
Section 3.17 through Section 3.21, below, describe post-installation
checkout and troubleshooting procedures for
system.
3.2 INSTALLATION PLANNING
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unit
Your
you can install
tion manual for full details of the required installation procedure.
Due to pr otocol chang es ,
System Software Release SB7, DB7 or LB7 be operating in your
system.
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The
• Hardware installation, as described in Sections 3.7 through Section 3.16, below;
system must be fully installed and operational before
e
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installation sequence is as follows:
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. See the
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e
unit
family of systems Installa -
requires that at least
-PC and t he
.
e
unit
• Software installation, as described in Section 5 and Section 6,
below;
• Post-installation checkout, as described in Section 3.17 through
Section 3.21, below;
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•
described in Section 5 through Section 19, below;
system programming and administration, as
3-1
76-110-0887/0, Issue 1
•
tion 19, b elow, utilizing the
system programming for
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unit
3.3 INSTALLATION PREPARATIONS
3.3.1 Reading the documentation
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3.3.2
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Prior to setting up the
and familiarize yourself with its content and the system compo-
nents.
-PC printed circuit cards
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The
cards, depending on the number of
establish in your system.
There are three types of
half-sized, ISA compatible voice processing cards, manufactured by
Brooktrout Te chnology, to choose from, in order to set up your system, as follo ws:
-PC must be fitted with
unit
maGEN
e
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e
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e e
manager
system, read through this manual
e
e
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four telephony port, single slot,
, as described in Sec-
.
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printed circuit
ports you wish to
• Prelude Quartet card;
• V antage Volare card;
• RDSP 432 card.
The
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Cards are assigned identification numbers f rom 1 to 4 for port programming assignment purposes. Port assignment is done in
system programming, utilizing the
3.3. 3 OCD card pr e paration
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maGEN
NOTE
In systems having more than one card, four
port expansion cards may be used, since
data supp ort is alre ady prov ided by the first
card. In a 16-port system, a minimum of two
data cards is required.
e
maGEN
-PC can thus have any even number configuration of
ports -- from 4 to 28 po rts.
e e
unit
can be con fi gur ed with up to 28 v oi ce mail po rts, in all
Manager
e
unit
.
3-2
unit
e
systems.
The
unit
Section 3: INSTALLATION
e
system configuration must include at least one OCD
3.3.4
e
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e
card for use with
include:
• a second OCD card, if the
than 12
• a second and third OCD cards, if the
includes more than 24
Each OCD card must be equipped with an MIM for each group of
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maGEN
four
MIMs can be installed on one card, a fourth module on a second
card is required fo r a more than 12-port voice mail system. For a
system of more than four ports you can, if you choose, take advantage of the Multiple Communication Ports feature and balance system load and improve system performance by placing MIMs on
different OC D ca rds .
voice mail ports definition
You deci de wh ich
ports. You can designate any legal DN (directory number), up to four
digits in length, as an
maGEN. unit
e
maGEN
ports to be connected to the card. Since only three
unit
e
system configuration must
e
maGEN
voice mail ports;
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e
DNs are to be designated for
e
maGEN
port. All selected ports must be
system includes more
e
maGEN
voice mail ports.
system
e
maGEN
e
both c onnected to and pr ogrammed in the
unit
3.4 OPTIMAL COMMUNICATION PORT PROVISIONING
3.4.1 General
e
maGEN
more than one RS232 communication port simultaneously. This feature allows, f or example, SMDR data to be se nt se parately fro m
other
viding faster response time. You can thus assign the SMDR feature
e
maGEN
to
If your
munication traffic which increases system load.
The baud rate for all system elements will be 9600 bps.
has the ability to communicate wit h the
e
maGEN
e
maGEN
messages, thus distributing system load and pro-
ports which are supported by additional OCD card(s).
system supports SMDR, SMDR also create s co m-
system.
e
unit
system via
3-3
76-110-0887/0, Issue 1
In order t o assure p roper functioning of the
Speech Recognition feature, it is recommended that adequate memory be installed
e
in the
128 MB memory should be added to an
e
maGEN
MB, for every four additional voice ports
installed in the system -- when upgrading
from the initial four voice ports.
3.4.2 Communication requirements programming
The baud rate for all system elements must be programmed as
9600 bps.
maGEN
-PC with an initial memor y of 128
-PC.
3.5 CRITICAL DISTA NCES
NOTE
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maGEN
The
unit
the
3.6 REQUIRED CABLES
3.6.1 Data cable(s) from the
You must connect the first
the first OCD card in the
Section 3.9.3, below. You may have two or more OCD cards in the
unit
cards in the
load. If so, y ou must connect the last
ond OCD card as well.
This connecti on is made by means of a 3-wi re d a ta cab le, termi-
nated by:
• A 9-pin D-type female connector on the
e
e
system, either because there are four or more
end of the cable;
-PC can be located up to 50 feet (15 meters) from
e
system cabinet.
maGEN
-PC to the OC D card(s)
e
maGEN
e
maGEN
e
unit
system, or you choose to balance system
card to the RJ45 connector of
system cabinet, as described fully in
e
e
maGEN
e
maGEN
-PC card to the sec-
maGEN
-PC com port
-PC
3-4
• An RJ45 connector on the OCD card end of the cable.
Section 3: INSTALLATION
3.6.2 Audio cable(s) from the
You m us t c onnect eac h
means of two audio cables, as described below and more fully in
Section 3.9.4, below.
This connection is by means of:
• Two two-pair cables from the
• A pair of wires from each junction box terminal pair to
• A standard 25-pair cable from the MDF plugs into the
e
maGEN
-PC to the O C D car d (s)
e
maGEN
e
box.
the MDF audio terminals corresponding to each
voice channel.
25-pair connector on the OCD card.
3.7 HARDWARE INSTALLATION PROCESS
e
maGEN
normally comes configured wi th t he de sir ed numbe r of
-PC card to an OCD card by
maGEN
-PC card to the junction
e
maGEN
port
e
maGEN
need to perform card installation yourself.
Installing
dures:
• Installing the
GEN
• Programming the
• Connecting the
These three s teps are de scr ibe d mor e fully below.
e
•
Section 3.8.1 and Section 3.8.2, below, describe:
• setting the
• inserting the
•
unit
• defining th e series of
-PC car ds. However, there may be situ ations where you
e
maGEN
-PC;
maGEN
-PC card installation;
e
system preparation; Section 19, below, descri bes :
hardw are consists of th ree separate proce-
e
maGEN
e
maGEN
e
maGEN
e
maGEN
-PC voice mail car d(s) into the
e
unit
system;
e
-PC to the
-PC card jumpers on each card;
-PC card(s) into the
e
unit
DN extensions necessary for
unit
system.
e
maGEN
e
ma-
-PC
e
maGEN
card ports;
• mounting the requ ired nu m be r of MIMs , de dica te d to
operation, according to the number of
e
maGEN
3-5
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