Page 1 AT&T FAX Attendant Release 2.1.1 For MERLIN LEGEND Communications System System Manager’s Guide AT&T 555-107-100 Issue 1 January 1993...
Page 2 1993 AT&T All Rights Reserved Printed in U.S.A. Notice While reasonable effort was made to ensure that the information in this document was complete and accurate at the time of printing, AT&T cannot assume responsibility for any errors. Changes and/or corrections to the information contained in this document may be incorporated into future issues.
Page 3: Table Of Contents
Contents About This Guide Purpose and Scope How to Use This Guide Related Documents Introduction Overview FAX Attendant Services FAX Attendant Features Telephone System Interface Feature and Planning Review Review of System Planning Planning for FAX Attendant on the MERLIN LEGEND System Planning the FAX Attendant System Planning Your Fax Response Service...
Page 4 Contents Modifying Your Existing Fax Response Service Helpful Hints: Creating and Loading Fax Response Service System Operations Introduction System Management Operations Operating FAX Attendant Backing Up Files Fax Equipment Operations Report Generation Generating FAX Attendant Reports Troubleshooting Troubleshooting User Interface User Interface Information System Messages Introduction to System Messages...
Page 5 Contents FAX Attendant Menu Tree FAX Attendant Menu Trees Index IN-1...
Page 6 Figures About This Guide Typical Function Key Labels Implementing FAX Attendant 3-1. Status Screen 3-2. Integrated Solution III Main Menu 3-3. AUDIX Voice Power/FAX Attendant Menu 3-4. Fax System Parameters Administration Menu 3-5. General Fax Parameter Administration Form 3-6. Voice System Parameter Administration Form 3-7.
Page 7 Figures Fax Response Administration 4-1. Status Screen 4-2. Integrated Solution III Main Menu 4-3. AUDIX Voice Power/FAX Attendant Menu 4-4. Fax Response Administration Menu. 4-5. Fax Response Workspace Administration Menu 4-6. Edit Workspace/Edit Inactive Fax Messages Form 4-7. Edit FaxMenu Form. 4-8.
Page 9: Introduction
About This Guide Purpose and Scope The information in this guide is organized to help System Managers perform day-to-day management and operation of the FAX Attendant System. In addition, basic information is offered about connections to, and administration of the MERLIN LEGEND Communications System as it is affected by the FAX Attendant System.
Page 10: User Interface Information
About This Guide tasks, with related menus and windows, required to administer the system. Additionally, this chapter explains how to enter the voice phrases for FAX Attendant services. Chapter 4: Fax Response Administration describes how to plan, implement, and modify a Fax Response service for your company. Chapter 5: System Operations describes operational procedures that need to be performed on a regular basis.
Page 11: How To Use This Guide
About This Guide How to Use This Guide This guide contains a complete description of the FAX Attendant system. During initial implementation, the System Manager should become familiar with the FAX Attendant System by reading all of this guide and the AT&T AUDIX Voice Power /FAX Attendant System document.
Page 12: Typical Function Key Labels
About This Guide HELP CHOICES LST-MENU LST-ANNS Figure 1. Typical Function Key Labels Any screen information SAVE DISPLAY CANCEL DEL-MENU SPCM-ADM DEFINE CHG-KEYS FRM-MGMT CHG-KEYS...
Page 13: Related Documents
About This Guide Related Documents For FAX Attendant, you need to be familiar with the following documents: AT&T FAX Attendant System Document No. 555-601-101 AT&T AUDIX Voice Power Implementation Document No. 555-601-202 For AUDIX Voice Power, you should be familiar with the following manual: AT&T AUDIX Voice Power Document No.
Page 15: Introduction
Introduction Overview AT&T FAX Attendant System capabilities of all fax machines attached to a company’s telephone network. FAX Attendant is based on the Integrated Voice Power FAX Attendant Application software that runs on the Master Controller III (80486/SX) computer. FAX Attendant provides the following features: Coverage for busy or out-of-paper fax machines Plain paper printing Message arrival notification...
Page 16: Fax Attendant Services
Introduction FAX Attendant interfaces with a local telephone system and processes fax messages and controls announcements that are stored on disk memory. FAX Attendant prompts internal and external callers to make menu choices by pressing the appropriate touch-tone button. FAX Attendant Services FAX Attendant includes the following services: Fax Call Answer Fax Call Answer allows FAX Attendant to receive fax messages for...
Page 17 Introduction Intelligent Auto-Retry If an outbound fax message is not successfully delivered, FAX Attendant keeps trying to deliver the message until the maximum retry period (an administerable parameter) is reached. When this time period expires, FAX Attendant generates a failed delivery report for the subscriber who initiated the message.
Page 18 Introduction Call Accounting Integration FAX Attendant can be administered so that information about each call placed by FAX Attendant is collected by the call accounting system on the telephone switch. Account codes can be administered for each subscriber and for the Fax Response service so they can be tracked separately. Fax Machine Call Coverage FAX Attendant can act as a coverage point for fax machines that are either busy, broken, or out of paper.
Page 19 Introduction Autoprinting Subscribers have the option to have their messages printed automatically at the system’s default destination. The default destination is set by the System Manager and can be either a fax machine or the system’s laser printer. When autoprinting is on, FAX Attendant automatically forwards messages to the default destination.
Page 20 Introduction Plain Paper Printing FAX Attendant can print fax messages on an optional system laser printer or plain paper fax machine. The printer can be used to print system reports and can be used as the default destination for a group of subscribers.
Page 21 Introduction Consolidated Delivery Reports If a subscriber elects to receive delivery reports for each fax sent, a single-page fax report will be generated containing all confirmation information associated with a particular fax transmission. Since this report contains information for all the intended destinations of a particular fax message, this feature eliminates separate confirmation reports for each targeted destination.
Page 22: Telephone System Interface
Introduction Subscriber Name Administration Subscriber name administration allows the Fax Mail service administrator to record multiple subscriber names without having to log on as each subscriber. This feature is especially useful since it is desirable to have a recorded name for each subscriber to take advantage of the name addressing feature.
Page 23: Co-Resident Configuration
Introduction Co-Resident Configuration In the co-resident configuration, FAX Attendant is run with AUDIX Voice Power, allowing you to administer both AUDIX Voice Power and FAX Attendant features at any time using the same software. This guide explains in detail only those features that apply specifically to FAX Attendant.
Page 25: Feature And Planning Review
Feature and Planning Review Review of System Planning This chapter reviews the features of FAX Attendant and the planning process you should follow to configure the FAX Attendant system appropriately to meet your company’s needs. Use the comprehensive instructions and planning forms found in the AT&T AUDIX Voice Power document to define your system.
Page 26: Call Coverage Paths
Feature and Planning Review Call Coverage Paths The Fax Call Answer service can be used to provide coverage for calls that are not answered by the fax machine at the called extension, and for personal fax numbers that do not have fax machines. In order to provide this coverage, the switch must direct the call to the Fax Call Answer service when the switch detects that the telephone is busy or the maximum number of rings has occurred.
Page 27: Planning The Fax Attendant System
Feature and Planning Review Planning the FAX Attendant System Assigning Services to Voice Channels Each AUDIX Voice Power/FAX Attendant system has from four to twelve analog voice channels to which specific services must be assigned. When a call is received from the switch, the channel that carries the call and the called party information determine what service AUDIX Voice Power or FAX Attendant provides for the call.
Page 28: Assigning Lines/Pools To Voice Channels
Feature and Planning Review Callers to the Fax Response Service can switch from FAX Response to the FAX Mail Service by pressing the Response menu. They can switch to the Voice Mail Service by pressing button at the Fax Mail Activity menu. In addition to the type of service assigned to each channel, it is necessary to know the extension number assigned to each voice and fax channel at the switch.
Page 29 Feature and Planning Review The parameters groups are: Voice System Parameters — Voice Mail Parameters. Voice Mail parameters are specific to AUDIX Voice Power. In the co-resident configuration you do not have to fill in these fields since they have already been populated by the system.
Page 30: Subscriber Administration
Feature and Planning Review Fax Account Code List Administration Account code list administration is an optional convenience feature that allows you to define a list of up to 30 account codes and assign it to the F2 (CHOICES) key to simplify data entry for subscribers. This feature is only of value if you have account codes that are used by more than one subscriber.
Page 31 Feature and Planning Review Subscriber Administration Planning Subscriber administration is a multi-step process, and therefore has multiple forms that match the data entry process step-by-step. Subscriber administration follows these steps: 1. The Extension Directory is downloaded from the switch. This information is used to update the local extension directory used by AUDIX Voice Power and FAX Attendant.
Page 32 Feature and Planning Review Types of Fax Subscribers Generally, there are three FAX Attendant subscriber classes: 1. Personal Fax Number Subscribers without Fax Machines (Class 1) 2. Subscribers with Fax Mailboxes but without Personal Fax Numbers (Class 3. Fax Machine Call Coverage Subscribers (Class 3) Personal Fax Number Subscribers without Fax Machines (Class 1) Each Class 1 subscriber will have a personal fax number.
Page 33 Feature and Planning Review Group Fax Number Administrator The Group Fax Number Administrator is a special class of subscriber. The Group Fax Number Administrator will typically be the group secretary. The Group Fax Number Administrator will need to record a personal greeting for the group fax number to prompt callers to enter the voice telephone extension of the person to whom they wish to send a fax.
Page 34 Feature and Planning Review Service Administrator Registration An administrator assigned to each of the eight voice and fax services has the authority to change the voice prompts and control other service variables. In most cases, one person is assigned as the administrator for all services. Initially one person should be assigned as the administrator for all services to ensure that the voice system prompts are set up consistently.
Page 35: Planning Your Fax Response Service
Feature and Planning Review Planning Your Fax Response Service The Fax Response Service gives you the ability to set up a database of fax information that you ordinarily mail to people who make inquiries. With Fax Response, the interested parties can call your company and retrieve fax information via an interactive voice prompt/touch tone interface.
Page 36: Customizing Voice Prompts
Feature and Planning Review Consult the AT&T AUDIX Voice Power Implementation document for the proper forms and procedures to use when setting up a Fax Response service. Customizing Voice Prompts FAX Attendant provides the ability to customize prompts and announcements. For Fax Call Answer and Fax Mail service, you may specify your own custom prompts, and determine whether to use your custom prompts or the system default prompts.
Page 37: Implementing Fax Attendant
Implementing FAX Attendant Entering FAX Attendant Data This chapter describes the procedures for entering data into the FAX Attendant System from the forms that were completed when you planned your system. NOTE: Use your keyboard to fill in forms and to select menu items displayed on the screen.
Page 38 Implementing FAX Attendant Information Conventions The following conventions are used in this guide to describe the different types of data that appear on your screen. Menus A menu is a list of options which appears on your screen or is spoken. By selecting an option, you can access a submenu or a form.
Page 39: Status Screen
Implementing FAX Attendant Database Reconciliation last run on: Enter Name. Press SAVE to continue. HELP Figure 3-1. Status Screen 3. At the Status Screen, type your name and press — The system records your name in the Status Screen Access Log. The IS-III Main Menu appears.
Page 40: Integrated Solution Iii Main Menu
Implementing FAX Attendant > AUDIX Voice Power/FAX ATTENDANT (AVP/FA) Call Accounting System (CAS) Extension Directory System Programming & Maintenance Utility (SPM) User Maintenance Exit Move to an item using arrow keys and hit Enter to select HELP Figure 3-2. Integrated Solution III Main Menu NOTE: AUDIX Voice Power and FAX Attendant will appear as one option in the IS-III Main Menu.
Page 41: Audix Voice Power/Fax Attendant Menu
Implementing FAX Attendant The AUDIX Voice Power/FAX Attendant Menu When the AUDIX Voice Power/FAX Attendant menu appears, the cursor will be positioned at Automated Attendant Administration and you may press key to select the menu item you want to administer. NOTE: Automated Attendant service administration is covered in the AUDIX Voice Power...
Page 42: Fax System Parameters Administration Menu
Implementing FAX Attendant administration information is covered in Chapter 4, Fax Response Information. General Fax System Parameter Administration When setting up FAX Attendant for the first time, you must first administer the general fax system parameters. Once these parameters are set, you will most likely not have to change them.
Page 43: General Fax Parameter Administration Form
Implementing FAX Attendant Length of Time to Retry Fax Transmission(hours): Is "1" ever used to dial in this area code?: Maximum Number of Channels to use for Fax Delivery: Number of entries in Fax Response Usage report: Delivery to Alternate Destination Allowed?: HELP CHOICES Figure 3-5.
Page 44: Voice System Parameter Administration Form
Implementing FAX Attendant Voice System Parameter Administration Before you can perform ongoing administration functions for your FAX Attendant system, you must administer the voice system parameters. Once these parameters are set, you will most likely not have to change them. To enter this information, perform the following steps: 1.
Page 45: Account Code Parameter Administration
Implementing FAX Attendant — You return to the AUDIX Voice Power/FAX Attendant menu. Updating System Parameters To update the voice system parameters, use the preceding procedure. The new values will replace the old values. Be sure to record the new values on Form EA. Account Code Parameter Administration When setting up AUDIX Voice Power/FAX Attendant for the first time, you should first enter the Account Code parameters for the entire system as described in...
Page 46: Fax System Parameters Administration Menu
Implementing FAX Attendant > Account Code List Administration Account Code Parameter Administration Fax Group List Administration General Fax Parameters Administration HELP Figure 3-7. Fax System Parameters Administration Menu 2. At the Fax System Parameters Administration menu, move the cursor to Account Code Parameter Administration and press —...
Page 47: Account Code Parameter Administration Form
Implementing FAX Attendant Use Switch Account Code Entry?: HELP CHOICES Figure 3-8. Account Code Parameter Administration Form 3. Using Form FF1, type in the information requested on this screen. Press after completing each field. Enter 4. After you enter all of the information, press parameters.
Page 48: Account Code List Administration
Implementing FAX Attendant NOTE: Changing the Account Code length will remove all entries currently in the account code list. If you change the Account Code length, you must reenter the Default Account Codes on the Account Code Parameter Administration screen. Also, you must reenter all Account Codes on the Account Code List Administration screen (see the following procedure, Account Code List Administration.) Account Code List Administration...
Page 49: Fax System Parameters Administration Menu
Implementing FAX Attendant > Account Code List Administration Account Code Parameter Administration Fax Group List Administration General Fax Parameters Administration HELP Figure 3-9. Fax System Parameters Administration Menu 2. At the Fax System Parameters Administration menu, move the cursor to Account Code List Administration and press —...
Page 50: Account Code List Administration Form
Implementing FAX Attendant Acc. Codes HELP CHOICES DISP-PGE Figure 3-10. Account Code List Administration Form 3. Press Enter hand corner of the screen to the Acc. Codes field. 4. Using Form FF2, type in the information requested on this screen. —...
Page 51 Implementing FAX Attendant Updating Account Codes To update the Account Codes, use the preceding procedure. The new values will replace the old values. Be sure to record the new values on Form FF2. Additionally, be sure to update the Subscriber Administration screens for all subscribers using Account Codes.
Page 52: Extension Directory Screen
Implementing FAX Attendant the System Numbering Plan, can be added only to the Extension Directory. 1. Write the information for the new subscriber on Forms DX, DA, and DF from the AT&T AUDIX Voice Power and Implementation document. 2. From the IS-III Main Menu, move the cursor to the Extension Directory field, and press appears.
Page 53: Audix Voice Power User Screen
Implementing FAX Attendant Add User to AUDIX Voice Power Cover Group? Enter Y, N, or Press F2 (CHOICES) to select option HELP CHOICES Figure 3-12. AUDIX Voice Power User Screen 6. Using the data on Form DX, enter the information requested. —...
Page 54: Subscriber Administration Screen, Page 1 Of 2
Implementing FAX Attendant TT Equivalent of Name Addressing Identifier: Custom Class of Service Parameters Does Subscriber have Switch Call Coverage?: If No Call Coverage, Enter Maximum Rings: HELP CHOICES HELP CHOICES DB MGMT Figure 3-13. 8. Using Form DA from the AT&T AUDIX Voice Power System Planning and Implementation document, enter the information requested on the screen.
Page 55: Subscriber Administration Screen
Implementing FAX Attendant System Wait for Touchtones After FCA Greeting?: HELP CHOICES HELP CHOICES Figure 3-14. — Enter the data from Form DF. NOTE: If Account Codes have been administered, you may use (CHOICES) to simplify data entry at the Account Code field on this screen.
Page 56 Implementing FAX Attendant Adding a Special Purpose Extension Special purpose extensions are added to the database for purposes other than as normal end-points for voice, fax, or data transmission. For example, special purpose extensions can be used to provide a mail box for subscribers who do not need a physical telephone extension but who would like to be able to receive and retrieve voice mail (guest mailboxes).
Page 57: Extension Directory Screen
Implementing FAX Attendant Extension : Name (first) : Name (last) : Extension Label : Location : Comments : Comments : Application 1 : Application 2 : Application 3 : Application 4 : Application 5 : DISPLAY DELETE HELP CHOICES Figure 3-15. Extension Directory Screen NOTE: Before following this procedure, check to be sure you are using the...
Page 58: Special Purpose Extension Screen
Implementing FAX Attendant This extension does not exist on the switch. Enter Y or N or Press F2 (CHOICES) to select; then Press SAVE HELP CHOICES Figure 3-16. Special Purpose Extension Screen 5. Press (CHOICES) to select Yes or No. Select Yes and press 6.
Page 59: Audix Voice Power User Screen
Implementing FAX Attendant Add User to AUDIX Voice Power Cover Group? Enter Y, N, or Press F2 (CHOICES) to select option HELP CHOICES Figure 3-17. AUDIX Voice Power User Screen 7. Using the data on Form DX, enter the Private Fax Extension. 8.
Page 60: Subscriber Administration Screen, Page 1 Of 2
Implementing FAX Attendant TT Equivalent of Name Addressing Identifier: Custom Class of Service Parameters Does Subscriber have Switch Call Coverage?: If No Call Coverage, Enter Maximum Rings: HELP CHOICES HELP CHOICES DB MGMT Figure 3-18. 9. Using Form DA from the AT&T AUDIX Voice Power System Planning and Implementation document, enter the information requested on the screen.
Page 61: Subscriber Administration Screen, Page 2 Of 2
Implementing FAX Attendant System Wait for Touchtones After FCA Greeting?: HELP CHOICES HELP CHOICES Figure 3-19. — Enter the data from Form DF — When you have filled in the fields, press special purpose extension will be added. 12. Press any key to return to the Extension Directory screen. 13.
Page 62: Extension Directory Screen
Implementing FAX Attendant Extension : Name (first) : Name (last) : Extension Label : Location : Comments : Comments : Application 1 : Application 2 : Application 3 : Application 4 : Application 5 : DISPLAY DELETE HELP CHOICES Figure 3-20. Extension Directory Screen 3.
Page 63 Implementing FAX Attendant Add User to AUDIX Voice Power Cover Group? Enter Y, N, or Press F2 (CHOICES) to select option HELP CHOICES Figure 3-21. 7. Using Form DX, enter any updated information, pressing field. NOTE: Do not re-administer the AUDIX Voice Power button unless you want to add or move the location of the button.
Page 64: Subscriber Administration Screen, Page 1 Of 2
Implementing FAX Attendant TT Equivalent of Name Addressing Identifier: Custom Class of Service Parameters Does Subscriber have Switch Call Coverage?: If No Call Coverage, Enter Maximum Rings: HELP CHOICES HELP CHOICES DB MGMT Figure 3-22. 9. Using Form DA, enter any updated information, pressing field.
Page 65: Subscriber Administration Screen, Page 2 Of 2
Implementing FAX Attendant System Wait for Touchtones After FCA Greeting?: HELP CHOICES HELP CHOICES Figure 3-23. — Enter the data from Form DF — When you have finished entering all updated information on this screen, press 12. Press any key to return to the Extension Directory screen. 13.
Page 66 Implementing FAX Attendant — Before doing Step 2, make the old extension a special purpose extension by entering special in the Location field on the Extension Directory screen for this extension. — By doing this, the subscriber’s mailbox with messages will be preserved.
Page 67 Implementing FAX Attendant 3. Move the cursor to the Application field where AUDIX Voice Power is listed and press the space bar to blank out the entry. NOTE: This removes all the AUDIX Voice Power data and all the subscriber’s mail messages (voice and fax). 4.
Page 68 Implementing FAX Attendant 1. From the IS-III Main Menu, move the cursor to AUDIX Voice Power/FAX Attendant (AVP/FA) and press 2. At the AUDIX Voice Power/FAX Attendant menu, move the cursor to Subscriber Administration and press — The Subscriber Administration form appears. 3.
Page 69: Service Administrator Registration Form
Implementing FAX Attendant administrator for the Fax Call Answer service, the system will provide the following message when answering calls: The main menu has not been recorded yet. To enter the data from Form G, perform the following steps: 1. At the AUDIX Voice Power/FAX Attendant menu, move the cursor to Service Administrator Registration and press —...
Page 70: Outcalling Administration Form
Implementing FAX Attendant Updating Service Administrator Registration To update Service Administrator information, use the preceding procedure. The new information will replace the old information. NOTE: Be sure to update Form G from the AT&T AUDIX Voice Power Attendant System information. Outcalling Administration Parameters that control Outcalling must be set during initial implementation.
Page 71 Implementing FAX Attendant 3. Using your completed Form H from the AT&T AUDIX Voice Power Attendant System information for each item and press 4. When you are finished, press — A window appears to inform you that the information has been saved.
Page 72: Fax Group List Administration Form
Implementing FAX Attendant HELP CHOICES DISP-GRP Figure 3-26. Fax Group List Administration Form 3. Using Form RX, enter the voice extension for the subscriber and press Enter — The cursor moves to the List ID field. 4. Enter the List ID (a numeric). 5.
Page 73: Fax Group List Editing Form
Implementing FAX Attendant Page 1 of 1 Phone numbers _____________________ _____________________ _____________________ _____________________ _____________________ _____________________ HELP CHOICES DISP-PGE Figure 3-27. Fax Group List Editing Form 8. Press Enter numbers field. 9. Enter the information from Form RX. The maximum entries per list is 1,000.
Page 74: Fax Group List Administration Form
Implementing FAX Attendant (CANCEL) to return to the AUDIX Voice Power/FAX Attendant 15. Press menu. Modifying a Fax Distribution List To modify a fax distribution list, perform the following steps: 1. At the AUDIX Voice Power/FAX Attendant menu, move the cursor to Fax System Parameter Administration and press —...
Page 75 Implementing FAX Attendant (DISPLAY). 6. Press — FAX Attendant displays the subscriber’s name and private fax extension (if any). (DISP-GRP). 7. Press — The Fax Group List Editing form appears. 8. Make the changes to the list. To delete a number, put the cursor on that number and press the 9.
Page 76: Fax Group List Administration Form
Implementing FAX Attendant HELP CHOICES DISP-GRP Figure 3-29. Fax Group List Administration Form 3. Enter the voice extension for the subscriber and press — The cursor moves to the List ID field. 4. Enter the List ID (a numeric). 5. Press (CHG-KEYS) to select the alternate keyset.
Page 77: Custom Voice Prompts
Implementing FAX Attendant — You return to the Fax Group List Administration screen. 12. Repeat steps 3 to 11 for any other lists you wish to delete. 13. Press (CANCEL) to return to the Fax System Parameters Administration menu. (CANCEL) to return to the AUDIX Voice Power/FAX Attendant 14.
Page 78 Implementing FAX Attendant — The following FAX Attendant Activity menu plays: Send a Fax Message Get Fax Messages Administer Your Name, Fax Call Answer Greeting, Autoprint Setting, or Delivery Report Setting Change Your Password or Administer Your Fax Distribution Lists Go to Voice Mail at any time during the Activity menu to access the Service 5.
Page 79 Implementing FAX Attendant Return to Fax Mail Activity Menu Replay the current choices Listening to the Fax Mail Greeting Message To listen to the Fax Mail greeting message, 1. See steps 1-4 in the General Fax Mail Greeting Administration procedure above.
Page 80 Implementing FAX Attendant 1. Log into the AUDIX Voice Power/FAX Attendant system. to go to the FAX Attendant Activity menu. 2. Press 3. At the FAX Attendant Activity menu, press — FAX Attendant announces the Service Administration menu. 4. At the Service Administration menu, press —...
Page 81 Implementing FAX Attendant Selecting Greetings To select the standard system Fax Call Answer greeting or a previously recorded custom greeting, follow these steps: 1. See steps 1-4 in the General Fax Call Answer Greeting Administration procedure above. 2. At the Fax Call Answer Greeting Administration menu, press 3.
Page 82 Implementing FAX Attendant 9. You may then do one of the following: — Press the next extension). — Press — Press — Press 10. When you have approved the name recording (by pressing are prompted for the next extension. Continue recording names as necessary.
Page 83 Implementing FAX Attendant 2. Press — AUDIX Voice Power presents the Name and Greetings Administration submenu. to administer a greeting. 3. Press — AUDIX Voice Power announces the greeting that is currently in use and presents the Greetings Administration submenu. Listening to the General Mailbox Greeting Message 1.
Page 84 Implementing FAX Attendant Press Press Changing the Greeting In Use To change the greeting in use, follow these steps: 1. See steps 1-3 in the General Mailbox Greeting Administration procedure above. 2. At the Greetings Administration submenu, press in use. —...
Page 85: Fax Response Administration
Fax Response Administration Entering Fax Response Data Once you complete all of the Fax Response forms, you must transfer the data from the forms to the FAX Attendant system. This transfer not only includes entering data into the FAX Attendant console, but also recording prompt and other voice messages with a phone, and loading fax files with a fax machine.
Page 86: Status Screen
Fax Response Administration 2. At the Password: prompt, type your password and press security reasons, your password does not appear on the screen as you type it in.) — The Status Screen appears. NOTE: For comprehensive instructions on how to interpret the status screen items, see the Integrated Solution III System Manager’s Guide.
Page 87: Integrated Solution Iii Main Menu
Fax Response Administration > AUDIX Voice Power/FAX ATTENDANT (AVP/FA) Call Accounting System (CAS) Extension Directory System Programming & Maintenance Utility (SPM) User Maintenance Exit Move to an item using arrow keys and hit Enter to select HELP Figure 4-2. Integrated Solution III Main Menu 4.
Page 88: Audix Voice Power/Fax Attendant Menu
Fax Response Administration > Automated Attendant Administration Fax Equipment Operations Fax Response Administration Fax System Parameter Administration Outcalling Administration Service Administrator Registration Subscriber Administration Voice System Parameter Administration System Programming/Switch Administration Highlight menu choice using arrow keys, then press Enter key HELP Figure 4-3.
Page 89: Implementing A New Fax Response Service
Fax Response Administration > Fax Response Workspace Administration View Fax Response Administration Fax Response Coversheet Administration HELP Figure 4-4. Fax Response Administration Menu. If you are implementing your Fax Response service for the first time, consult the section of this chapter titled ‘‘Implementing a New Fax Response Service.’’ If you are making changes to your existing Fax Response service, consult the section of this chapter titled ‘‘Modifying Your Existing Fax Response Service.’’...
Page 90: Fax Response Workspace Administration Menu
Fax Response Administration 2. Record the Main Menu 3. Record Menu Messages, Faxmenu Messages, and Announcements 4. Load Fax Messages 5. Install the Workspace 6. Record the Touch-Tone Gate prompt 7. Record the Goodbye message 8. Administer the coversheet To transfer the data from the forms to the Fax Response workspace, perform the following steps: 1.
Page 91: Edit Workspace/Edit Inactive Fax Messages Form
Fax Response Administration administer the corresponding voice prompts and announcements before the menus may be installed. Instructions for administering voice prompts and announcements are presented later in this chapter. 2. From the Fax Response Workspace Administration menu, select Edit Workspace and press —...
Page 92: Creating Menus
Fax Response Administration — An ‘‘*’’appears before all announcements and faxes you enter in the Object field, signifying that the voice message has not been recorded or the fax message has not been loaded. — A ‘‘-*’’ appears before all menus and faxmenus you enter in the Object field.
Page 93: Edit Faxmenu Form
Fax Response Administration 1. In your main menu or a menu, move the cursor to the faxmenu you wish to define and press — The Edit FaxMenu screen appears with the Faxmenu Name and Path already filled in. FaxMenu Name: ____________ FaxMenu Path: _______________________________ Access Code: ______ Calling Number Request?: ____...
Page 94: Administering The Main Menu
Fax Response Administration FaxMenu Name: ________ Code HELP SEARCH Figure 4-8. FaxMenu Message Administration Form 4. Enter the corresponding fax data from FORM O. — Notice that a ‘‘*’’ appears before each fax file. This signifies that the file has not been loaded yet. 5.
Page 95 Fax Response Administration Listening to the Main menu. Before you can administer of these features, you must first log in to the voice system. Logging In to the Voice System In order to administer the Main Menu, you must access the Fax Response Prompts menu from a Touch-Tone telephone.
Page 96 Fax Response Administration 6. At the Service Administration menu, press — FAX Attendant presents the Fax Response Prompts Administration menu. Main Menu General Administration The Main Menu explains a list of choices to the caller. To administer the Main Menu, perform the following steps: 1.
Page 97 Fax Response Administration 4. Press to stop recording. 5. You may then do one of the following: — To approve your greeting, press — To play back your greeting, press — To re-record your greeting, press — To delete your greeting, press 6.
Page 98 Fax Response Administration — A window will open listing this menu and all of the announcements used on this menu. The names of menus, faxmenus, and announcements that have not yet been recorded will be preceded by an asterisk (*). 4.
Page 99 Fax Response Administration 13. You may then do one of the following: — To approve your menu, faxmenu, or announcement, press — To play back your menu, faxmenu, or announcement, press — To re-record your menu, faxmenu, or announcement, press —...
Page 100 Fax Response Administration — The Fax Administration menu appears. This menu lists all the fax messages located in that particular menu. The names of fax messages that have not yet been loaded will be preceded by an asterisk (*). 4. Using the cursor, select a fax message that has not been loaded. 5.
Page 101 Fax Response Administration — You are asked if you want to remove unused speech from the workspace before installing. (Unused speech corresponds to deleted or canceled menus and announcements.) NOTE: You may want to keep unused speech for another time. —...
Page 102: Administering The Touch-Tone Gate Prompt And Goodbye Message
Fax Response Administration Administering the Touch-Tone Gate Prompt and Goodbye Message This section describes how to administer the Touch-Tone Gate prompt and the Goodbye message. The tasks in this section include: Recording a custom Touch-Tone Gate prompt and Goodbye message Selecting between the system prompt or message and the custom prompt or message Listening to the prompt or message...
Page 103 Fax Response Administration 4. To hear the FAX Attendant Activity menu, press — The following FAX Attendant Activity menu plays: Send a Fax Message Get Fax Messages Administer Your Name, Fax Call Answer Greeting, Autoprint Setting, or Delivery Report Setting Change Your Password or Administer Your Fax Distribution Lists Go to Voice Mail...
Page 104 Fax Response Administration Touch-Tone Gate Prompt General Administration The Touch-Tone Gate prompt is described in the section Fax Response Parameters in Chapter 3 of the AT&T AUDIX Voice Power System Planning and Implementation document. The FAX Attendant provides the following system Touch-Tone Gate prompt: If you have a touch-tone phone, press touch-tone phone, please wait and you will be transferred to an operator.
Page 105 Fax Response Administration 2. At the Fax Response Touch-Tone Gate Prompt Administration menu, press 3. At the prompt, speak your prompt, reading it from FORM P. to stop recording. 4. Press 5. You may then do one of the following: —...
Page 106 Fax Response Administration Listening to the Custom Goodbye Message To listen to the custom Goodbye Message, follow these steps: 1. See step 1 in the Goodbye Message General Administration section above. 2. At the Fax Response Goodbye Message Administration menu, press the Fax Response Goodbye Administration menu.
Page 107: Fax Response Coversheet Administration
Fax Response Administration Fax Response Coversheet Administration The Fax Response coversheet is created by the System Manager outside of the FAX Attendant environment using any design method desired. It is then faxed into the system, where it can be used as a system-wide coversheet attached to all outgoing faxes requested by callers.
Page 108: Fax Response Coversheet Administration Screen
Fax Response Administration FAX Response Coversheet Administration HELP CHOICES LOAD-FX Figure 4-9. Fax Response Coversheet Administration Screen The Fax Response Coversheet Administration screen is a form-type screen with one field labeled "Coversheet Active?:". This field requires a Yes or No response. However, if you attempt to answer "Yes" to the question before you have loaded a coversheet the system will not accept your response.
Page 109: Modifying Your Existing Fax Response Service
Fax Response Administration — The fax machine transmits the document to FAX Attendant. 6. At the Fax Response Coversheet Administration screen, enter y for "Yes" at the Coversheet Active? prompt. 7. Press The Fax Response Coversheet will automatically be run ahead of every fax message leaving the system.
Page 110: Fax Response Workspace Administration Menu
Fax Response Administration 3. Administer the Workspace Menus, Announcements, or Fax Messages (if necessary). 4. Install the Workspace. 5. Modify your FAX Response coversheet if necessary. To modify your existing Fax Response service, perform the following steps: 1. Login and access the Fax Response Administration menu. 2.
Page 111: Copy Service Into Workspace Menu
Fax Response Administration > Edit Live Version of Fax Messages Edit Workspace Version of Fax Messages HELP Figure 4-11. Copy Service Into Workspace Menu 4. Select Edit Workspace Version of Fax Messages and press Enter — A screen appears confirming that the working service has been copied into the workspace.
Page 112: Modifying Menus
Fax Response Administration Creating Menus Menus can appear at any level of your Fax Response system. Whether you are creating a menu in the main menu or three levels lower, the procedures are the same. To create a menu, follow these steps: 1.
Page 113 Fax Response Administration Modifying Non-Deep Menus To modify non-deep menus, perform the following steps: 1. In your main menu or a menu, select the menu you want to modify and press (DEFINE). — The menu you selected appears. 2. Make any changes. If you want to replace information in the menu, place the cursor on the material you want to replace and enter the new information.
Page 114 Fax Response Administration Removing Menus To remove a menu, perform the following steps: NOTE: Before deleting a menu, you must first delete any menus or fax menus that are in it. 1. Select the menu you want to remove and press 2.
Page 115: Edit Faxmenu Form
Fax Response Administration Administering Faxmenus FAX Attendant allows you to create, modify, and remove Faxmenus. Creating Faxmenus Faxmenus can appear at any level of your Fax Response system. Whether you are creating a faxmenu in the main menu or three levels lower, the procedures are the same.
Page 116: Faxmenu Message Administration Form
Fax Response Administration FaxMenu Name: ________ Code HELP SEARCH Figure 4-13. FaxMenu Message Administration Form 4. Enter the corresponding fax data from FORM O. — Notice that a ‘‘*’’ appears before each fax file. This signifies that the file has not been loaded yet. 5.
Page 117 Fax Response Administration Modifying Faxmenus To modify a faxmenu, perform the following steps: 1. In your main menu or a menu, select the faxmenu you want to modify and (DEFINE). press — The Edit FaxMenu screen of the faxmenu you selected appears. (FAX-DEF) to access the Faxmenu Message Administration 2.
Page 118: Helpful Hints: Creating And Loading Fax Response Service
Fax Response Administration Helpful Hints: Creating and Loading Fax Response Service Applications that Require Collecting Voice Telephone Numbers Some fax response applications require a printout of calling party voice telephone numbers. A report that includes calling party telephone numbers can, for example, provide the opportunity to get qualified sales leads, or to return calls to people who are interested in information on your Fax Response Service.
Page 119 Fax Response Administration your fax machine. You should press Start and then hang up the telephone. If you choose option ready and enter it when prompted. [pause] To return to the main menu, you may press How to Best Set Your Fax Machine for Loading Fax Response Documents 1.
Page 120 Fax Response Administration Menu Name: ___________ Menu Path: ___________________________________ Touch-Tone HELP LST-ANNS LST-MENU Figure 4-14. View Service screen 3. Press (CHG-KEYS). 4. Press (LST-FAX) . — The faxes currently residing in the system are listed. 5. Position the cursor on the object of the fax you wish to view. 6.
Page 121 Fax Response Administration Backing Up Your Fax Response Service After you install your new Fax Response service, make a backup copy of it for safe keeping. This way, if something happens to your system, you can always re-load your backup copy, preventing any significant periods of downtime. Backing up your Fax Response service will involve at least two 3.5 inch floppy diskettes: one for the Fax Response administrative files, and at least one for the Fax Response Speech files.
Page 123: System Operations
System Operations Introduction This chapter discusses procedures that you use to operate and maintain FAX Attendant on a regular basis. These procedures include: System Management — Retrieving messages from the General Mailbox — Discarding old fax messages — Viewing the event log System Operation —...
Page 124: System Management Operations
System Operations — Shutting down the UNIX System There are specific steps that you should follow in shutting down the UNIX System to avoid damaging the files. — Rebooting the UNIX System You may need to reboot the UNIX System to recover from certain errors.
Page 125: Viewing The Event Log
System Operations Discarding Old Fax Messages Fax messages that have been left by individuals in the General Mailbox for more than the allotted holding period should be moved to the Fax Mail Administrator’s Mailbox. Old messages moved to the Fax Mail Administrator’s Mailbox are like any other fax message the administrator receives.
Page 126 System Operations 4. At the Integrated Solution III menu, move the cursor to User Maintenance and press — The User Maintenance menu appears. 5. At the User Maintenance menu, move the cursor to Voice System Administration and press — The Voice System Administration menu appears. 6.
Page 127 System Operations NOTE: For comprehensive instructions on how to interpret the status screen items, see the Integrated Solution III System Manager’s Guide. 3. At the Status Screen, type your name and press — The system records your name in the Status Screen Access Log. The Integrated Solution III (IS-III) Main Menu appears.
Page 128: Operating Fax Attendant
System Operations 12. Press (CANCEL) repeatedly to return to the Integration Solution III Main Menu. Operating FAX Attendant Some of the procedures described in this section for operating FAX Attendant are performed from the Configuration Management menu. 1. At the Console Login: prompt, type is and press —...
Page 129: Stopping The Voice System
System Operations NOTE: If you stop the voice system, wait at least 30 seconds for all processes to complete before restarting it. To start the voice system, perform the following steps: 1. At the Configuration Management menu, move the cursor to System Control and press —...
Page 130: Displaying The System Status
System Operations Displaying the System Status The System Status report tells you whether the system is running or stopped. To display the System Status report, follow these steps: 1. At the Configuration Management menu, move the cursor to System Control and press —...
Page 131 System Operations message will display telling you to examine the Most Recent Audit report. 8. When prompted, press Shutting Down and Rebooting the UNIX System There are specific steps you should follow to shut down the UNIX system and avoid damaging the files. Shutting down the UNIX system without stopping the voice system causes any calls in process to terminate rather than allowing them to complete.
Page 132 System Operations Displaying the System Monitor The System Monitor shows the activity and service status of each voice channel. There are two ways to reach the System Monitor: The System Monitor is listed on the Voice System Administration menu. The System Monitor is listed on the Command Menu that appears when (CMD-MENU) key is pressed.
Page 133: Changing The State Of Voice Channels
System Operations Caller Input is the touch-tone digits input by the last or current caller serviced on this channel. Dialed Digits is the digits dialed on this channel by FAX Attendant to service the last or current caller. Changing the Refresh Rate The refresh rate determines how frequently the the system monitor is automatically updated.
Page 134: Backing Up Files
System Operations 9. Press Enter 10. Enter the channel number or a range of channels to change state and press Enter — The cursor moves to the Change Immediately? field. 11. Type y or n and press the — The service state of the specified channel is changed. A Command Output window displays showing the result of the change state command.
Page 135: Integrated Solution Iii Main Menu
System Operations Fax Equipment Administration The Fax Equipment Operations menu is reached from the AUDIX Voice Power/FAX Attendant Menu. 1. At the Console Login: prompt, type is and press — If a password has been administered, the system prompts you to enter your password.
Page 136: Fax Equipment Operations Screen
System Operations — The AUDIX Voice Power/FAX Attendant Menu appears. 6. Move the cursor to FAX Equipment Operations and press — The FAX Equipment Operations window appears, providing three choices: HELP Figure 5-2. Fax Equipment Operations Screen Fax Channel Administration When you select Fax Channel Administration from the Fax Equipment Operations window, the Fax Channel Administration window displays information describing the state of your Fax Equipment.
Page 137: Fax Channel Administration Screen
System Operations CHAN HELP PREVPAGE CHGSTATE Figure 5-3. Fax Channel Administration Screen The states of equipment appearing in this window have the same meanings as their counterparts in AUDIX Voice Power. They are: INSERV (in service), FOOS (facility out of service), MANOOS (manually taken out of service) and BROKEN. Change State of Fax Equipment To change the state of your fax equipment: 1.
Page 138: Change State Of Fax Equipment Form
System Operations Equipment Number: ______________________________ Change Immediately?: ____ HELP CHOICES Figure 5-4. Change State of Fax Equipment Form — In the New State field, enter either i for "INSERV" or m for "MANOOS" and press Enter (CHOICES) when the cursor is in this field. —...
Page 139: Administer Fax Line Extension Screen
System Operations Administering Fax Lines To administer your Fax lines: 1. From the Fax Channel Administration window, press display the alternate key labels. 2. Press (LINES). 3. The Administer Fax Line Extension form appears. — This form is used to add or change phone extension numbers associated with fax equipment channels.
Page 140 System Operations Fax Transmission Control The Fax Transmission Control feature allows you to view the list of jobs currently in the fax queue that are waiting for transmission. The Fax Transmission Control feature provides a ‘‘snap-shot’’ of system transmissions at the moment you select Fax Transmission Control from the Fax Equipment Operations menu and press Enter...
Page 141: Canceling Subscriber Fax Transmissions
System Operations NOTE: The Fax Transmission Control screen lists every fax job in the system in the order in which they appear in the fax transmission queue. Therefore, the job listed at the top of the screen is the job located at the head of the fax transmission queue.
Page 142: Fax Equipment Diagnostics Screen
System Operations Equipment to Diagnose: _______ Equipment Number: __________________ Immediate Diagnosis?: ______ HELP CHOICES Figure 5-6. Fax Equipment Diagnostics Screen 2. In the Equipment To Diagnose field, enter ca for "card" or ch for "channel", and press (CHOICES) when the cursor is in this field. 3.
Page 143: Fax Equipment Diagnostics - Results Screen
System Operations Fax Equipment Diagnostics—Results The Fax Equipment Diagnostics—Results screen lists the results of tests as Passed or Failed. Immediate Diagnosis Requested Diagnosing Fax Card 0 Fax Channel 0 (Port 0) Passed Test Fax Channel 1 (Port 1) Passed Test Diagnosing Fax Card 1 Fax Channel 2 (Port 0) FAILED Dialtone Test Fax Channel 3 (Port 1) FAILED Loopback, Dialtone Tests...
Page 145: Report Generation
Report Generation Generating FAX Attendant Reports FAX Attendant allows you to generate various administrative reports regarding the following: Phone line usage Subscribers about to run out of mailbox space Mailbox usage Most recent audit Fax report usage Fax channel usage Fax subscriber usage Using the Reports window, you can access system or FAX Attendant reports.
Page 146: Reports Menu
Report Generation Reaching the Reports Menu in the Integrated Solution III Environment To reach the Reports menu in the Integrated Solution III environment, follow these steps: 1. At the Integrated Solution III menu, move the cursor to User Maintenance and press —...
Page 147: Audix Voice Power/Fax Attendant Reports Menu
Report Generation 1. Select AUDIX Voice Power/FAX Attendant from the Reports menu, and press Enter — The AUDIX Voice Power/FAX Attendant Reports menu appears. AUDIX Voice Power/FAX Attendant Reports Menu > Fax Channel Utilization Report Fax Response Usage Report Fax Subscriber Usage Report Phone Line Usage Report Mailbox Usage Report Subscribers Over Mailbox Limit Report...
Page 148 Report Generation Fax Channel Utilization Report The Fax Channel Utilization Report provides you with information regarding how much the fax channels are being used. This report presents the percentage of fax channels being used every hour of the day. From this report, you can determine when the system encounters heavy traffic.
Page 149 Report Generation Fax Subscriber Usage Report The Fax Subscriber Usage Report lets you know how the subscribers are using the system and which ones are using it the most. This report lists the usage statistics for each subscriber by Account Code and then numerically by voice extension.
Page 150 Report Generation The following information describes the various components of this window. Starting Date & Time - date and time since last initiation of the (RESETLOG) function key. Ending Date & Time - current date and time Channel - channel information being displayed Calls - total number of calls for each FAX Attendant service Abandoned - number of times the user disconnected the call;...
Page 151 Report Generation Reset Log Option To restart the call information gathering process, press display the alternate key labels. Then press Phone Line Usage Print Option To obtain a complete printout of the Phone Line Usage Report, make sure that the Voice System has all the proper printer connections. (Refer to the AT&T FACE documentation for additional information on how to establish printer operations.) Press (PRINT).
Page 152: System Reports Menu
Report Generation Accessing System Reports The only System Report currently available is the Event Log Report. To access this report, perform the following steps: 1. Select System Reports from the Reports menu, and press — The System Reports menu appears. HELP Figure 6-3.
Page 153 Report Generation Event Log Report Through the Event Log Report option, you can access error data from the Voice System. A record of system error messages is displayed, with the priority status of the error. Approximately 500 records are maintained in the Voice System. The report displayed is based on the last set of options saved to the Voice System.
Page 154 Report Generation — Message Delivery Process (DIP21) delivers voice mail messages 5000-5099. — Administration Process (UNKNOWN) provides user interface for administration messages 5100-5149. — DCP Communications Process (DIP27) interface process for DCP board messages 5150-5199. — Reports Process (DIP3) collects data for reports messages 5200- 5249.
Page 155 Report Generation — Critical — Major — Informational — Status Type in the desired message priority or press (CHOICES) to make a selection from the Choices for Message Priority menu window. Message Source indicates what specific source should be searched for error messages.
Page 156 Report Generation Event Log Print Option To obtain a complete printout of the Event Log Report, make sure that the Voice System has all the proper printer connections. (Refer to the AT&T FACE documentation for additional information on how to establish printer operations.) Press (CHG-KEYS) to display the alternate key labels.
Page 157: Troubleshooting
Troubleshooting Troubleshooting Troubleshooting is limited to two areas: Hardware verification Hardware tests are limited to the Power-On Self Test (POST), the system diagnostics provided on the Customer Test diskette, and diagnostics for additional boards that have been installed as part of the software packages.
Page 158: Hardware Verification
Troubleshooting Hardware Verification Master Controller Verification When the Power-On Self Test (POST) is initiated on booting the system, two columns of information appear on the screen. The left-hand column identifies the item being tested; the right-hand column indicates PASS, FAIL, or the amount of memory allocated.
Page 159 Troubleshooting Circuit Board Diagnostics Diagnostics for the IVP4/6 boards can be run to determine whether everything is connected properly and that there is a dial tone. To run the IVP4/6 board diagnostics on all installed boards, follow these steps: 1. Log in to the system and proceed to the Configuration Management window.
Page 160: Application Operation Problems
Troubleshooting check the connection pins on the AT bus check the CPU go offhook and listen for dialtone loopback test on analog paths up to the telephone interface gate array scanpath testing. See the Fax Equipment Operations section in Chapter 5 for instructions on how to run diagnostics on the fax boards.
Page 161 Troubleshooting Trouble Indication Messages cannot be left because mailboxes are full. System is not performing call transfers properly. Caller hears a ring, but receives no answer. User Response Message Space Usage reports for both Voice Management and Fax Management should be performed regularly. Check for subscribers who are approaching or exceeding the message space limit.
Page 162 Troubleshooting Trouble Indication User’s messages appear to be truncated. System terminates recording of name or greeting and message before user is finished. User Response Diagnose the IVP4/6 card and then change it to the INSERV state. Check the PBX Ring Generator by calling a single-line set and verifying that it rings.
Page 163 Troubleshooting Trouble Indication Unable to log in to the Fax Mail Service. Unable to leave messages. User Response Verify that the individual logging in is registered on the system. Repeat the log in procedure but press the buttons more slowly. Check to see if the password being used is correct.
Page 164 Troubleshooting Trouble Indication Occasional busy signals received when attempting to call into Fax Mail service. Constantly receiving a busy signal when attempting to call into the Fax Mail service. Service hour administration does not work properly. Outcalls not being made reliably. User Response Maintenance is in the process of diagnosing equipment or all lines are...
Page 165 Troubleshooting Trouble Indication Indication that maximum simultaneous ports exceed the number of ports available when changing the outcalling parameters. Many subscribers get messages about multiple logins to their mailboxes. Fax messages are not received by the system during either Fax Mail or Fax Call Answer.
Page 166 Troubleshooting Trouble Indication The FAX Attendant is failing to make calls outside the switch. 7-10 User Response 1. Check that the correct "Dial String for Outside Call" has been entered in the General Fax Parameter Administration screen. 2. Check that the "Fax Mail Telephone Number"...
Page 167 Troubleshooting Trouble Indication Fax messages cannot be loaded in Fax Response. Fax messages cannot be printed using the PRINT key in Fax Response. Fax message left in the system through Fax Mail does not appear in the correct mailbox. The system complains about extension size while adding subscribers.
Page 168 Troubleshooting Trouble Indication In a switch-integrated system, voice Call Answer service is provided to the caller when Fax Call Answer should be provided, or other difficulties are experienced while trying to get Fax Call Answer. Reception and/or transmission of fax messages fails under high traffic.
Page 169 Troubleshooting Trouble Indication After requesting retrieval of fax messages or after making selections from the Fax Response service, no fax messages are received. There is otherwise no indication to the caller that something is wrong. User Response 1. If this only happens when making the call from a specific fax machine, the problem may be the fax machine itself.
Page 170 Troubleshooting Trouble Indication The FAX Attendant fails to accept fax messages via either Fax Mail or Fax Call Answer. Calls to the FAX Attendant are not answered. 7-14 User Response This is much the same problem as the previous one, except that the make/model of a fax machine is not likely the cause.
Page 171 Troubleshooting Trouble Indication The wrong fax service is being provided; for example, Fax Response instead of Fax Call Answer or Fax Mail. Fax reception/transmission failed in the middle of a job. User Response On a system with switch integration: check that the correct service is configured to run on each channel.
Page 172 Troubleshooting 7-16...
Page 173: User Interface
User Interface User Interface Information Accessing Windows Windows are the medium through which you exchange information with FAX Attendant. This involves activities such as filling out forms or selecting items from a menu. Since the work area may contain more than one window at the same time, each window is boxed, so that it is clear as to what information each window contains.
Page 174: Online Help
User Interface Types of Windows Windows can be grouped into three types, based on the kind of information they contain and the way that it is presented. However, there are differences in the way you maneuver through a form window compared to the way you move through a menu window.
Page 175: Cursor Movement
User Interface Cursor Movement The most commonly used cursor movement keys are presented here. There is generally more than one way to accomplish the same cursor movement. When that is the case, the alternatives are shown separated by commas. Type of Movement Next line in menu, list or text Previous line in menu, list or text Next blank in a form...
Page 176: Function Keys
User Interface 2. Press Enter Form Fill-in Alternatives Where a fixed number of choices is available: Begin to type the entry. As soon as a sufficient number of characters has been typed to uniquely identify which entry is desired, the remainder of the entry is automatically filled in without having to type the rest.
Page 177: Standard Function Keys
User Interface FAX Attendant sounds a ‘‘beep’’ when you press an undefined key. The message line either informs you if you have pressed an undefined function key, or continues to show the last message. The function key commands displayed on the screen apply only to the active window.
Page 178: Frame Management
User Interface F1 HELP F2 (menu) F2 CHOICES (form) F2 PREVPAGE (text) F3 (menu) F3 SAVE (form) F3 NEXTPAGE (text) F4 PREV-FRM F5 NEXT-FRM F6 CANCEL F7 CMD-MENU F7 FRM-MGMT F8 CHG-KEYS Frame Management FAX Attendant gives you the opportunity to manipulate various screen features. This is done through the Frame Management menu window.
Page 179 User Interface List Open Windows 1. From the Frame Management window, select ‘‘list’’ and press — The Open Frames menu window appears with a listing of all the currently opened windows on the screen. 2. Select any of the listed windows and press —...
Page 180 User Interface Command Menu Procedures The CMD-MENU function key enables you to access a variety of Voice System procedures. This key appears on the standard function key set during system operation. Press window: System Monitor Exit System Monitor is used to verify that each incoming telephone line and its associated Integrated Voice Power board is functional.
Page 181: System Messages
System Messages Introduction to System Messages System messages are logged automatically in an event log when problems or potential problems occur within the IVP System. The System Manager can access the event log by choosing Event Log Report from the System Report window.
Page 182 System Messages Sometimes, messages require corrective action from an operator, but usually the only action required by an operator is to report the condition to the System Manager or the field service representative. If you don’t understand the response procedure, call for assistance. The urgency of the message is specified with one of the following definitions in the message: Critical-the error is interrupting service, so immediate action is essential.
Page 183: Software Architecture
System Messages Software Architecture Many internal software processes run within the Voice Power System Software. Some of these processes are common to the Integrated Voice Power (IVP) System R2.0 while others are application-dependent. Briefly, the generic software processes are: Transaction State Machine (TSM) The TSM process serves as the main control point for all the software processes involved in the system’s interaction.
Page 184: System Message Format
System Messages System Message Format In this section, the system messages are listed in a slightly different format than they are written to the errors file. The messages listed here include additional information to help you understand the message and take the proper corrective action.
Page 185: System Message Listings
System Messages In the preceding example, the msg_id is 311. The mnemonic is INITASH and the associated hardware device is TR. The message priority is MAJOR. This means some corrective action is required. The description of the error message follows for the TR <integer>. In this string, the <integer> signifies the board number.
Page 186 System Messages 109 (VROP_GSEMA), MAJOR Cannot Get VROPQ Semaphore To Lock It An administrative command could not access a control semaphore. The failure of the command is not serious, but the failure indicates major interprocess communication failures in the system are likely to follow soon. Try stopping the Voice Power System and then restarting it.
Page 187 System Messages 404 (TSM_TRAN), MAJOR TSM: Cannot load script <string> for channel <channel> TSM failed to load the specified script from disk. This message occurs if TSM encountered an error while opening or reading the script file. Reload application software if error persists. Ensure that: —...
Page 188 System Messages 409 (TSM_MTSCRIPT), MAJOR TSM: No Data in Script <string> The specified script has no instructions. Reload the application software if error persists. 410 (TSM_SHMFAIL), CRITICAL TSM: Shared Memory failure: <string>, errno <integer> TSM failed to attach a shared memory segment. This error can only be seen at initialization.
Page 189 System Messages 414 (TSM_SEP_READ), MAJOR TSM: Cannot read script envirnmnt params: ret= <integer> errno= <integer> rec= <integer> TSM failed to read the script environment parameters file. The value of the errno indicates the reason for the error. Remove the file ‘‘script_param’’ from in ‘‘/gendb/data’’ and recreate it again.
Page 190 System Messages 419 (TSM_TR_CMD), MAJOR TSM: TR Device Driver Command (<string>) Failure: chan <channel>, board <device> TSM failed to execute a TR UNIX System driver command. The command name and the errno is specified. Contact your Field Service Representative for assistance. Voice Response Output Process (VROP) 549 (VROP_RESIZESP), MAJOR WARNING:...
Page 191 System Messages 571 (VROP_CONFIG), MAJOR VROP Config file <string> is incorrect A line in the spchconfig file is invalid. Edit the file /vs/data/spchconfig and fix the line indicated. The file should contain a line of the form: nbufs 40 This line tells the Voice System how many speech buffers to allocate in memory.
Page 192 System Messages 577 (VROP_NONEX), MAJOR Attempt to use non-existent phrase <integer> in talk file <integer> A script attempted to access the nonexistent phrase indicated. Review your applications and obtain and install a replacement phrase. 578 (VROP_SHMERR), MAJOR VROP: error using shared memory region <integer> An error occurred accessing a shared memory region used to access speech phrases.
Page 193 System Messages 583 (VROP_BADTAG), INFORM VROP: Invalid tag: action <integer>: event <integer>: act2 <integer>: type <integer> A software error occurred. These can be associated with timeouts if the system is experiencing excessive load. Restart the system if the errors continue. 584 (VROP_NOSPCHBLK), MAJOR VROP: no speech buffer blocks available;...
Page 194 System Messages 590 (VROP_BADFREE), MAJOR Free list is corrupted on file system <string> The speech block free list is corrupted on the indicated file system. Run audit as soon as possible to correct. 591 (VROP_PLAY_TMOUT), MAJOR Play request is not serviced fast enough A request to play phrases has not been serviced fast enough.
Page 195 System Messages 596 (VROP_DIORESPAWN), INFORM DIO process respawned The DIO process died and respawned. Inform your Field Service Representative and restart the system if the error continues. 597 (VROP_TROPEN), MAJOR Error opening TR device driver The VROP process failed when opening the IVP (TR) driver. No speech can be played or recorded on the IVP4/6 boards until the condition is corrected.
Page 196 System Messages 605 (ET_CKSHMEM), MAJOR ET has Tried to Check/Reinit its SHMEM (ETCOUNTS) ET tried to check/reinitialize its shared memory. If this message occurs continuously without a user’s request, ET will not work properly until this is fixed. Try stopping and restarting the system. If this message persists, call your Field Service Representative for assistance.
Page 197 System Messages 611 (ET_NORULES), MAJOR ET Cannot Access Error Rules File (<string>) ET cannot access the specified error rules file. ET will not work properly until this problem is fixed. Call your Field Service Representative for assistance. 612 (ET_NOSHMEM), CRITICAL ET Cannot Attach SHMEM <string>...
Page 198 System Messages 621 (ET_FLOOD), INFORM <string> This message is printed as a result of the flood control being turned on to prevent messages from flooding the screen or the ET history file. 622 (ET_URS), CRITICAL User Ordered ET to RESTART System The user ordered ET to restart the system.
Page 199 System Messages 628 (ET_NEW_PID), MAJOR ET Noticed PID for <string> changed: <integer> to <integer>; Proc probably respawned ET noticed the process id for a given process to have changed, which indicates that the process probably died and respawned. This message should be reported to your Field Service Representative. 651 (ET_DYKE), STATUS ET turned flood control <string>...
Page 200 System Messages Maintenance (MTC) Process 700 (STA_CHAN), STATUS MTC reports channel <channel> is now in state <integer>. Maintenance reports: the permanent state of a channel has changed. 701 (STA_CARD), STATUS MTC reports card <device> is now in state <integer>. Maintenance reports: the permanent state of a card has changed. 710 (INV_RQST), INFORM MTC received invalid request, morig= <integer>, mcont= <integer>, reqst= <integer>.
Page 201 System Messages 714 (RCVE_MSG), CRITICAL MTC cannot receive a message, return= <integer>, errno= <integer>, <string>. Maintenance cannot receive messages. This is an indication of system problems. Try stopping and restarting the Voice System or rebooting the system. 715 (SEND_MSG), CRITICAL MTC cannot send a message, return= <integer>, errno= <integer>.
Page 202 System Messages 723 (SET_SEMA), MAJOR MTC cannot set the semaphore. Maintenance cannot lock the semaphore. This is an indication of software problems. Try stopping and restarting the Voice System or rebooting the system. 724 (SHM_FAIL), CRITICAL MTC cannot attach the <string> area. Maintenance cannot attach shared memory.
Page 203 System Messages 741 (DG_RESLT), STATUS MTC reports diag results on card <device>, return= <integer>, errno= <integer>, <string>. Maintenance reports: diagnostic results. 742 (DG_PASSD), STATUS MTC reports diag passed on (<string>) card <device>. Maintenance reports: diagnostics have passed on a hardware card. 750 (DG_FAILD), STATUS MTC reports diag failed on card <device>, because <string>.
Page 204 System Messages 2001 (TRIP_DTBL), CRITICAL TRIP: Shared Memory (devtbl) Attach Failure, Reason <integer> This error indicates that the Voice System initialization failed; probably dbinit did not run or did not complete successfully. The reason number is explained in Introduction to Section 2 of the UNIX Programmer Reference Manual . Try stopping the Voice System and then starting it again.
Page 205 System Messages User Applications (APP) Fax Database Library Error Messages 4000 (LIB_SYSERR), MAJOR <string> system call failed for <string>, errno is <integer> The Fax Database library encountered a system error. The value of errno indicates the error reason. The error may be due to a corrupted file or directory, or it may be due to a main memory problem.
Page 206 System Messages 4005 (LIB_SCRERR), MAJOR script error on channel <integer>: <string> The FAX Attendant DIP has received bad input data from a script. If this message persists, contact your field service representative. 4006 (LIB_MWLLIST), INFORM MWL list problem: <string> The Fax Database Library encountered a problem while trying to change its list of Message Waiting Lamp update requests.
Page 207 System Messages 4011 (LIB_MSGSRC), INFORM message received from unexpected source: <integer> The Fax Database Library received a message from an unrecognized process. If this problem persists, contact your field service representative. 4012 (LIB_STARTUP), CRITICAL startup failed The Fax Database library could not start up properly. Contact your field service representative for assistance.
Page 208 System Messages FAX Attendant DIP Error Messages 4100 (VMD_SYSERR), MAJOR previous file <string> still exist The FAX Attendant DIP encountered a system error. The value of errno indicates the error reason. The error may be due to a corrupted file or directory, or it may be due to a main memory problem.
Page 209 System Messages 4105 (VMD_SCRERR), MAJOR script error on channel <integer>: <string> The FAX Attendant DIP has received bad input data from a script. If this message persists, contact your field service representative. 4106 (VMD_MWLLIST), INFORM MWL list problem: <string> The FAX Attendant DIP encountered a problem while trying to change its list of Message Waiting Lamp update requests.
Page 210 System Messages 4111 (VMD_MSGSRC), INFORM message received from unexpected source: <integer> The FAX Attendant DIP received a message from an unrecognized process. If this problem persists, contact your field service representative. 4112 (VMD_STARTUP), CRITICAL startup failed The FAX Attendant DIP could not start up properly. Contact your field service representative for assistance.
Page 211 System Messages Fax Manager DIP Error Messages 4200 (F_FAXMGR_TERM), MAJOR The Fax Manager process has terminated unexpectedly. (<integer>) The Fax Manager DIP has terminated unexpectedly and all related Fax Manager processes have stopped. The Fax Manager DIP will be restarted. If this message persists, contact your field service representative.
Page 212 System Messages 4205 (F_PRINT_FAIL), MAJOR Printing Fax message (Job <integer>) failed. (<integer>) The fax message could not be printed because of an error. The fax message was removed. 4206 (F_NOTIFY_FAIL), MAJOR Notification for Fax message (Job <integer>) failed. (<integer>) The delivery report process failed while processing the fax message. The delivery report or the non-delivery report was not generated.
Page 213 System Messages 4211 (F_UPDATE_FAIL), MAJOR Cannot update control file for Fax message (Job <integer>). (<integer>) The Fax Manager DIP could not update its control file for the fax message. The fax message was lost. If this problem persists, contact your field service representative. 4212 (F_LOOKUP_FAIL), MAJOR Cannot find extension ’<string>’...
Page 214 System Messages 4217 (F_TX_DISC), INFORM Disconnect on fax channel <integer> while sending page <integer>. While sending a fax message, the phone line was disconnected. Either the receiving machine stopped, or problems occurred with the phone line causing the error. The FAX Attendant system will try to resend this message until it is complete, or the maximum retry interval is exceeded.
Page 215 System Messages 5002 (VMD_MWLUNEX), INFORM bad MWL event: <string> The Voice Mail Database DIP received an unexpected message concerning Message Waiting Lamp updates. For example, if the DIP has requested a particular channel for MWL updates, it does not expect to receive notice from TSM that some other channel has been granted to it.
Page 216 System Messages 5008 (VMD_MSGERR), MAJOR <string> failed: ret code <integer>, errno <integer> The Voice Mail Database DIP encountered a problem while trying to send or receive an interprocess communication message. The value of errno indicates the error reason. Contact your field service representative for assistance. 5009 (VMD_PHRDEL), INFORM cannot remove phrase <integer>...
Page 217 System Messages 5014 (VMD_UNKCALL), INFORM unknown <string> extension <string> from integrated switch The Voice Mail Database DIP was given an extension for the call_answer or voice_mail service that it could not find in the database. This message is printed only when such extension was determined through integration with the switch. The probable explanation for the message is that the called person (in the case of call_answer) or the caller (in the case of voice_mail) is not properly registered as a subscriber on the AUDIX Voice Power system.
Page 218 System Messages 5019 (VMD_MWLUP), inform MWL update failed: <string> The Voice Mail Database DIP has been notified of a failed attempt to light or extinguish a message waiting lamp. The DIP will initiate another attempt to update the lamp. If this message occurs frequently, contact your field service representative for assistance.
Page 219 System Messages 5151 (DCP_ENOENT) MAJOR <string> is missing The DCP communications process attempted to access a nonexistent file. Contact your field service representative for assistance. 5152 (DCP_BADFORM) MAJOR <string> badly formatted <string> The DCP communications process could not use a file because it was not formatted correctly.
Page 220 System Messages 5157 (DCP_GETSCR) MAJOR getscript failed for channel <integer>, returned <integer> The DCP communications process could not obtain the name of the script assigned to a channel. Contact your field service representative for assistance. 5158 (DCP_DCPIFAIL) MAJOR <string> FAILED, ret is <integer>, errno is <integer> A failure occurred in the interface between the DCP communications process and the DCP link.
Page 221 System Messages 5163 (DCP_DCPIPROB) INFORM <string> failed, ret is <integer>, errno is <integer> A problem occurred in the interface between the DCP communications process and the DCP link. If this problem occurs frequently, contact your field service representative. Reports Error Messages 5200 (RPT_SYSERR) MAJOR <string>...
Page 222 System Messages 5204 (RPT_FLCRPT), MAJOR <string> was found to be corrupted. The Reports DIP encountered a file that was corrupted. The data in the file was not read. If this problem persists, stop and then restart the Voice System to initialize the processes.
Page 223 System Messages 5252 (OC_BADFORM) MAJOR <string> is badly formatted <string> This message indicates that a Voice Mail Database file is not formatted correctly. A software problem or a file system problem may exist. Contact your field service representative for assistance. 5253 (OC_SCRERR) MAJOR script error on channel <integer>: <string>...
Page 224 System Messages 5258 (OC_MSGUNEX) INFORM unrecognized message: <integer> The Outcalling DIP received a message that it does not recognize. If this problem persists, contact your field service representative. 5259 (OC_BADEXT) INFORM ext <string> is not valid (received from VM DIP) The Outcalling DIP received an invalid extension in an interprocess communication message from the Voice Mail Database DIP.
Page 225 System Messages Fax Data Interface Process 5301 (FAXCNG_INFO), INFORM Channel <channel> already has FAX coefficients FAX CNG DIP received a request to download FAX coefficients to a channel that was already set to FAX coefficients. — Contact your AT&T Field Service Representative if this occurs frequently. 5301 (FAXCNG_INFO), INFORM Forced coefficients to normal for channel <channel number>...
Page 226 System Messages 5302 (FAXCNG_WARN), WARNING Invalid state for channel <channel number> Message is internal to FAX CNG DIP. Should not occur. — If the problem persists, stop, then start the system. Contact your AT&T Field Service Representative if restarting the system does not correct the problem.
Page 227 System Messages Switch Information Data Interface Process 5400 (CREAT_SHM_FL), MAJOR <string> The Switch Information DIP has attempted to create an area of shared memory but could not do so. Stop the system and restart it using the stop_vs and start_vs commands. If the problem continues, shut the system down via the shutdown command and reboot the system.
Page 229: Fax Attendant Menu Trees
FAX Attendant Menu Tree FAX Attendant Menu Trees This appendix shows the user interface menus for FAX Attendant running with the MERLIN LEGEND Communications System.
Page 230 FAX Attendant Menu Tree blank...
Page 231 Index accessing Fax Response, 4-1 accessing system reports, 6-8 account code list administration, 3-12 account code parameter administration, 3-9 account code parameters updating, 3-11 account codes, 1-4 updating, 3-15 adding a special purpose extension, 3-20 adding new subscribers, 3-15 administering fax lines, 5-17 administering faxmenus, 4-31 administering goodbye message, 4-18 administering menus, 4-27...
Page 232 Index Autoprinting, 1-5 deferred delivery option, 1-3 deleting a fax distribution list, 3-39 deleting subscriber profiles, 3-31 deleting subscribers, 3-30 delivery report failed fax transmission, 1-3 Delivery Reports, 1-3 designing the fax response coversheet, 4-23 diagnostics circuit board, 7-3 fax board, 7-3 fax equipment, 5-19 hardware, 7-2 IVP4/6, 7-3...
Page 233 Index Fax Machine Call Coverage, 1-4 Fax Mail, 1-2 subscriber options, 1-4 fax mail greeting message listening, 3-43 Fax Mail Service, 1-2 Fax Manager DIP error messages, B-31 fax messages loading, 4-15 Fax Response accessing, 4-1 fax response coversheet administration, 4-23 designing, 4-23 loading, 4-23 Fax Response Service, 1-2...
Page 234 Index keys, xi lines/pools assigning, 2-4 list administration fax account code, 2-6 fax group, 3-35 listening to the custom goodbye message, 4-22 listening to the custom touch-tone gate prompt, 4-20 listening to the fax call answer greeting, 3-44 listening to the fax mail greeting message, 3-43 listening to the general mailbox greeting message, 3-47 listening to the main menu, 4-12 loading documents...
Page 235 Index parameter administration fax account code, 2-5 general Fax System, 3-6 parameters switch interface, 2-4 system, 2-4 Personal Fax Extensions, 1-4 personal fax number subscribers, 2-8 phone line usage report, 6-5 Plain Paper Printing, 1-6 planning FAX Attendant, 2-1 Fax Response Service, 2-11 subscriber administration, 2-7 Power-On Self Test, 7-2 print option...
Page 236 Index to multiple locations, 1-3 Service Fax Call Answer, 1-2 Fax Mail, 1-2 Fax Response, 1-2 service administration registration, 2-10 service administrator registration, 3-32 updating, 3-34 shutting down the UNIX System, 5-9 software, 1-1 software architecture, B-3 special purpose extensions, 3-20 Speech Processing Library (SPPLIB), B-5 starting the voice system, 5-6 stopping the voice system, 5-7...
Page 237 Index assigning services to, 2-3 Voice Mail Database DIP error messages, B-34 voice prompts custom, 3-41 customizing, 2-12 Voice Response Output Process (VROP), B-10 voice system logging in, 4-11 resetting, 5-8 starting, 5-6 voice system parameter administration, 3-8 windows accessing, A-1 workspace installing, 4-16 workspace menu administration, 4-13...

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AT&T Merlin Legend 10BS System Manager's Manual

About this Guide

1 Introduction

2 Feature and Planning Review

3 Implementing FAX Attendant

4 Fax Response Administration

System Operations

Report Generation

Troubleshooting

User Interface

System Messages

Quick Links

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