Transcription

555-233-756Issue 3July 2001

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001ii)EW] VIJIVIRGIPencil in your information below. (shows example only)Cabinets(cabinet #3 is a remote cabinet in the downtown office)Boards(TN754 4 wire digital, can be used with any digital)Extension range (8000-8999 DID)Coverage paths (Coverage path #1 3 rings, covers to AUDIX)Hunt groups(h4 audix 84)Trunk groups(group 1 CO trunks for outside calls)Feature access codes (*21 Abbrev dialing list 2)

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001iiiCreditsPatronsJeff Akers, Curtis WeeksSupportersEd Cote, Randy Fox, Jerry Peel,Pam McDonnellWritersRenee Getter, Cindy Bittner, KimLivingstonGraphicsLaurie King, Karen ConsignyProductionDeborah KurtrightContributorsCathi Schramm, Robert Plant,John O’KeefeWeb/CD Production Ellen HeffingtonSpecial Thanks to Kim Santich — Customer Champion; StevenGaipa —Marketing; Rick Thompson — DEFINITY User Group;Doug Schneider, Marcia Bubeck, Barry Bunch, Dan Selvig, andPat Dolphin — DEFINITY Helpline; Sherilyn McDaniel, NormaKugler, and Dorothy Quintana — Avaya Switch AdministratorsNOTE:Please note: Many of these individuals are no longer in the positions listed here.However, we continue to credit them because they were instrumental in thecreation and success of this book.

Copyright 2001, Avaya Inc.All Rights ReservedPrinted in U.S.A.NoticeEvery effort was made to ensure that the information in thisbook was complete and accurate at the time of printing.However, information is subject to change.Your Responsibility for Your System’s SecurityToll fraud is the unauthorized use of yourtelecommunications system by an unauthorized party, forexample, persons other than your company’s employees,agents, subcontractors, or persons working on yourcompany’s behalf. Note that there may be a risk of tollfraud associated with your telecommunications systemand, if toll fraud occurs, it can result in substantialadditional charges for your telecommunications services.You and your system manager are responsible for thesecurity of your system, such as programming andconfiguring your equipment to prevent unauthorized use.The system manager is also responsible for reading allinstallation, instruction, and system administrationdocuments provided with this product in order to fullyunderstand the features that can introduce risk of toll fraudand the steps that can be taken to reduce that risk. Avayadoes not warrant that this product is immune from or willprevent unauthorized use of common-carriertelecommunication services or facilities accessed throughor connected to it. Avaya will not be responsible for anycharges that result from such unauthorized use.Avaya Fraud InterventionIf you suspect that you are being victimized by toll fraudand you need technical support or assistance, call TechnicalService Center Toll Fraud Intervention Hotline at 1 800643 2353.Federal Communications Commission StatementPart 15: Class A Statement. This equipment has beentested and found to comply with the limits for a Class Adigital device, pursuant to Part 15 of the FCC Rules. Theselimits are designed to provide reasonable protection againstharmful interference when the equipment is operated in acommercial environment. This equipment generates, uses,and can radiate radio frequency energy and, if not installedand used in accordance with the instruction manual, maycause harmful interference to radio communications.Operation of this equipment in a residential area is likely tocause harmful interference, in which case the user will berequired to correct the interference at his own expense.Ordering InformationCall: Avaya Publications CenterVoice 1 888 582 3688Fax 1 800 566 9568International Voice 317 322 6416International Fax 317 322 6699Write: GlobalWare Solutions200 Ward Hill AvenueHaverhill, MA 01835 USAAttn: Avaya Account ManagementOrder: Document No. 555-233-756, Issue Issue 3July 2001You can be placed on a Standing Order list for this andother documents you may need. Standing Order will enableyou to automatically receive updated versions of individualdocuments or document sets, billed to account informationthat you provide. For more information on StandingOrders, or to be put on a list to receive future issues of thisdocument, please contact the Avaya Publications Center.European Union Declaration of ConformityAvaya declares that DEFINITY equipment specified in thisdocument conforms to the referenced European Union(EU) Directives and Harmonized Standards listed below:EMC Directive89/336/EECLow Voltage Directive73/23/EECAcknowledgmentThis document was prepared by the Avaya ProductDocumentation Development group, Denver, CO USA.Intellectual property related to this product (includingtrademarks) and registered to Lucent Technologies Inc. hasbeen transferred or licensed to Avaya Inc.Any reference within the text to Lucent Technologies Inc.or Lucent should be interpreted as references to Avaya Inc.The exception is cross references to books published priorto April 1, 2001, which may retain their original Lucenttitles.Avaya Inc., formed as a result of Lucent’s plannedrestructuring, designs, builds, and delivers voice,converged voice and data, customer relationshipmanagement, messaging, multi-service networking andstructured cabling products and services. Avaya Labs is theresearch and development arm for the company.

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001vContentsContentsvWelcomeix Why this book?ix We wrote this book for you!ix What information is in this book?x How to use this bookxi Security concernsxiii Trademarks and service marksxiii Related booksxiv Tell us what you think!xiv How to get this book on the webxv How to order more copiesxv How to get helpxviGetting started Overview of DEFINITY systems11Example DEFINITY system3Phone types4Accessing your system5Logging into the system5Setting the system time and date6Saving changes7Logging off the system10

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001viPlanning the DEFINITY system Understanding the dial plan11Displaying your dial plan14Modifying your dial plan14Adding extension ranges14Adding feature access codes15Changing feature access codesManaging phones 11Adding new phones161717Gathering necessary information18Physically connecting the phone20Completing the station screens20Using station templates to add phones22Using an alias23Adding or changing feature buttons25 Customizing your phone27 Upgrading phones28 Swapping phones29 Removing phones30Managing features33 Changing feature parameters33 Setting up abbreviated dialing35 Creating pickup groups38 Setting up call forwarding40

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001vii Creating coverage pathsDefining time-of-day coverage44Creating coverage answer groups46Defining coverage for calls redirected toexternal numbers47Defining telecommuting coverage51Setting up bridged call appearancesRouting outgoing calls 41World class routing535757Understanding ARS analysis58Managing calling privileges59Displaying ARS analysis information60Modifying call routing60Adding a new area code or prefix60Using ARS to restrict outgoing calls63 Overriding call restrictions64 ARS Partitioning66Setting up a partition group66Assigning a phone to a partition group68Enhancing system security Assigning and changing users7171Assigning new logins and passwords72Setting login permissions74Changing passwords75Changing logins76

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001viii Preventing toll fraud76 Using reports to detect problems79Call Detail Recording79Security Violations Notification80Keeping records85 Paper records85 Preparing to contact Avaya89Glossary91Index99Helpful Avaya web sites105

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756IssueIssue3Issue 3July 2001 July 2001WelcomeWhy this book?ixWelcomeWhy this book?You’ve told us that you want step-by-step instructions oneveryday administration tasks for your DEFINITY system, andwe’ve been listening. This book contains the information youneed for basic telephone system administration. Some steps mayvary a bit between the different versions of the DEFINITYsystem, but the instructions provided will help you through themost basic operations.If you are familiar with earlier versions of this book, you willnotice some changes. The fields on some screens have changed,we’ve moved the area code instructions to a section on routing,and have given troubleshooting its very own book, DEFINITYSystem’s Little Instruction Book for basic diagnostics.We wrote this book for you!Use this book if you are a DEFINITY system administrator. Useit before you attend training, and take it with you to your class.Mark it up, make notes in it, and use it daily even after youcomplete training. If you are a new administrator taking over theposition from someone else, or you are filling in for yourcompany’s regular administrator, or if you simply want to refreshyour memory, this book is for you.

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001WelcomeWhat information is in this book?What information is in this book?The Little Instruction Book for basic administration is dividedinto sections to guide you through your day-to-day operations.Getting started provides an overview of the phone system andtypes of phones. It provides instructions for logging in, savingchanges, and logging off.Planning the DEFINITY system explains how to read andupdate your dial plan. It also explains how to change featureaccess codes.Managing phones explains how to add, change, and removephones from your system. It also explains how to alias phonesand how to customize a phone for your system administrator.Managing features explains how to administer useful featuresincluding abbreviated dialing, pickup groups, call forwarding,call coverage, and bridged appearances.Routing outgoing calls explains how to add area codes andprefixes. It also includes instructions for setting up ARSpartitioning and authorization codes.Enhancing system security explains how to add and change userlogins and passwords. It also provides an overview of securityissues related to DEFINITY systems.Keeping records provides guidelines for keeping records andexplains how to print certain system reports. It also explains howto contact the DEFINITY helpline and lists what information youshould gather before you call.x

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001WelcomeHow to use this bookxiHow to use this bookBecome familiar with the following terms and conventions. Theyhelp you use this book with your DEFINITY system. To “move” to a certain field, you can use the TAB key,arrows, or the RETURN key. A “screen” is a screen form displayed on the terminalmonitor. In this book we always use the term phone; other Avayabooks may refer to phones as voice terminals. If you use terminal emulation software, you need todetermine which keys correspond to ENTER, RETURN,CANCEL, HELP, NEXT PAGE, etc. Commands are printed in bold face as follows: command. Keys and buttons are printed as follows: KEY. Screen displays are printed in constant width as follows:screen display. Variables are printed in italics as follows: variable. We show complete commands in this book, but you canalways use an abbreviated version of the command. Forexample, list configuration station can be entered as listconfig sta. We show commands and screens from the newestDEFINITY system and refer to the most current books.Please substitute the appropriate commands for yoursystem and refer to the manuals you have available.

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001WelcomeHow to use this book xiiIf you need help constructing a command or completing afield entry, remember to use HELP.— When you press HELP at any point on the command line,a list of available commands appears.— When you press HELP with your cursor in a field on ascreen, a list of valid entries for that field appears. The status line or message line can be found near thebottom of your monitor display. This is where the systemdisplays messages for you. Check the message line to seehow the system responds to your input. Write down themessage if you need to call our helpline. When a procedure requires you to press ENTER to saveyour changes, the screen you were working on clears andthe cursor returns to the command prompt. The messageline shows “command successfully completed” toindicate that the system accepted your changes.You may see the following icons in this book:Tip:Draws attention to information that you may find helpful.NOTE:Draws attention to information.

Issue 3July 2001DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756WelcomeSecurity concernsxiii! CAUTION:Denotes possible harm to software, possible loss of data, orpossible service interruptions.! SECURITY ALERT:Indicates when system administration may leave yoursystem open to toll fraud.Security concernsToll fraud is the theft of long distance service. When toll fraudoccurs, your company is responsible for charges. Refer to theAvaya Security Handbook for information on how to prevent tollfraud. You can also call the Avaya Security Hotline at 1 800 6432353 or contact your Avaya representative.Trademarks and service marksThe following are registered trademarks of Avaya: AUDIX DEFINITY Callmaster Intuity CONVERSANT Acrobat is a registered trademark of Adobe SystemsIncorporated.

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001WelcomeRelated booksxivRelated booksThe Little Instruction Book for advanced administration and theLittle Instruction Book for basic diagnostics are companions tothis book. We suggest you use them often.The DEFINITY ECS Administrator’s Guide explains systemfeatures and interactions in detail. It provides a reference forplanning, operating, and administering your system, and we referto it often. Please note that prior to April 1997, this sameinformation was in two separate books: the DEFINITYImplementation and the DEFINITY Feature Description books.We also refer to DEFINITY ECS Overview and Avaya SecurityHandbook.Tell us what you think!Let us know what you like or don’t like about this book. Althoughwe can’t respond personally to all your feedback, we promise wewill read each response we receive.Write to us at: AvayaProduct Documentation GroupRoom 22-2G121200 W. 120th AvenueDenver, CO 80234 USAFax to: 1 303 538 1741Send email to: [email protected]

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001WelcomeHow to get this book on the webHow to get this book on the webIf you have internet access, you can view and download the latestversion of DEFINITY System’s Little Instruction Bookfor basic administration. To view the book, you must have a copyof Acrobat Reader.To access the latest version:1. Access the Avaya Customer Support web site athttp://support.avaya.com2. Click on Online Services, then Documentation, thenRecent Documents, then look for the latest DEFINITYrelease.3. Search for 555-233-756 (the document number) to viewthe latest version of the book.How to order more copiesCall: Avaya Publications CenterVoice 1 888 582 3688Fax 1 800 566 9568International Voice 317 322 6416International Fax 317 322 6699Write: 200 Ward Hill Ave, Haverhill, MA 01835 USAAttn: Avaya Account ManagementOrder: Document No. 555-233-756, Issue Issue 3, July 2001We can place you on a standing order list so that you willautomatically receive updated versions of this book. For moreinformation on standing orders, or to be put on a list to receivefuture issues of this book, please contact the Avaya PublicationsCenter.xv

Issue 3July 2001DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756WelcomeHow to get helpxviHow to get helpIf you need additional help, the following services are available.You may need to purchase an extended service agreement to usesome of these services. Contact your Avaya representative formore information.DEFINITY Helpline (for help with featureadministration and system applications) 1 800 225 7585Avaya National Customer Care CenterSupport Line (for help with maintenanceand repair) 1 800 242 2121Avaya Toll Fraud Intervention 1 800 643 2353Avaya Corporate Security 1 800 822 9009Avaya Centers of Excellence— Asia/Pacific 65 872 8686— Western Europe/Middle East/SouthAfrica 44 1252 77 4800— Central/Eastern Europe 361 645 4334— Central/Latin America Caribbean 1 303 804 3778— Australia 61 2 9352 9090— North America 1 800 248 1111

INITY System’s Little InstructionBookDEFINITYSystem’s Little Instruction Bookbasic administrationfor basic administration 555-233-756Issue 3July 2001Getting startedOverview of DEFINITY systems1Getting startedThis section contains a brief overview of a DEFINITY system. Italso explains how to log in to your telephone system, change thedate and time, save changes to the system, and log off.Overview of DEFINITY systemsYour DEFINITY telephone system organizes and routes voice,data, image, and video transmissions. Your system can beconnected to communications paths that transmit voice and datasignals between the phone system and a central office, and toother public and private networks. The following figure showstypical DEFINITY system connections, software packages, andadditional hardware.To find more detailed information and a comprehensive overviewof your DEFINITY system, refer to your DEFINITY ECSOverview.NOTE:Your equipment may be different from the equipment shown inthe figure.

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Getting startedOverview of DEFINITY systemsExample DEFINITY systemIssue 3July 20012

DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Issue 3July 2001Getting startedOverview of DEFINITY systems3Example DEFINITY systemYour DEFINITY system may include some or all of the followingcomponents: Conversant— provides response to spoken information System access terminal (SAT) — allows direct connectionfor administration and reports Basic Call Management System (BCMS) — collectsinformation and prints reports on call-center performance Data module — provides digital information to the system ASAI — allows integration between adjunct computersand DEFINITY systems Call Detail Recorder (CDR) — collects, stores, filters, andprints records on calls handled by your system Intuity Message Manager — access to INTUITY AUDIXand DEFINITY AUDIX voice processing on a personalcomputer connected to a local area network PC with terminal emulation software— allows remotesystem administration from a personal computer Call Accounting System (CAS) — uses call records tocreate billing reports for the hospitality industry Call Management System (CMS) — collects informationand generates reports on telemarketing centers DEFINITY AUDIX workstation — allows you toadminister voice mail System printer/LAN Gateway — connects to the systemprinter and local area network server

Issue 3July 2001DEFINITY System’s Little Instruction Bookfor basic administration 555-233-756Getting startedOverview of DEFINITY systems4Phone typesYour DEFINITY system may have any of the following phonetypes administered as user phones. As you make changes to yoursystem, you’ll need to know whether each phone is an analog,digital, hybrid, or ISDN phone. See DEFINITY ECSAdministrator’s Guide for information on IP 06408, 6408 , 6408D7305S7506D10MET6416D 7309H7507