Administering CM 6.3

Administering Avaya AuraCommunication Manager

Release 6.303-300509

Issue 10June 2014

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Shrinkwrap License (SR). You may install and use the Softwarein accordance with the terms and conditions of the applicablelicense agreements, such as shrinkwrap or clickthroughlicense accompanying or applicable to the Software(Shrinkwrap License).

2 Administering Avaya Aura Communication Manager June 2014Comments? [email protected]

Heritage Nortel SoftwareHeritage Nortel Software means the software that was acquired byAvaya as part of its purchase of the Nortel Enterprise SolutionsBusiness in December 2009. The Heritage Nortel Software currentlyavailable for license from Avaya is the software contained within the listof Heritage Nortel Products located at http://support.avaya.com/LicenseInfo/ under the link Heritage Nortel Products, or suchsuccessor site as designated by Avaya. For Heritage Nortel Software,Avaya grants Customer a license to use Heritage Nortel Softwareprovided hereunder solely to the extent of the authorized activation orauthorized usage level, solely for the purpose specified in theDocumentation, and solely as embedded in, for execution on, or (in theevent the applicable Documentation permits installation on non-Avayaequipment) for communication with Avaya equipment. Charges forHeritage Nortel Software may be based on extent of activation or useauthorized as specified in an order or invoice.CopyrightExcept where expressly stated otherwise, no use should be made ofmaterials on this site, the Documentation, Software, Hosted Service,or hardware provided by Avaya. All content on this site, thedocumentation, Hosted Service, and the Product provided by Avayaincluding the selection, arrangement and design of the content isowned either by Avaya or its licensors and is protected by copyrightand other intellectual property laws including the sui generis rightsrelating to the protection of databases. You may not modify, copy,reproduce, republish, upload, post, transmit or distribute in any way anycontent, in whole or in part, including any code and software unlessexpressly authorized by Avaya. Unauthorized reproduction,transmission, dissemination, storage, and or use without the expresswritten consent of Avaya can be a criminal, as well as a civil offenseunder the applicable law.VirtualizationEach product has its own ordering code and license types. Note thateach Instance of a product must be separately licensed and ordered.For example, if the end user customer or Avaya Channel Partner wouldlike to install two Instances of the same type of products, then twoproducts of that type must be ordered.Third Party ComponentsThird Party Components mean certain software programs or portionsthereof included in the Software or Hosted Service may containsoftware (including open source software) distributed under third partyagreements (Third Party Components), which contain termsregarding the rights to use certain portions of the Software (Third PartyTerms). As required, information regarding distributed Linux OSsource code (for those Products that have distributed Linux OS sourcecode) and identifying the copyright holders of the Third PartyComponents and the Third Party Terms that apply is available in theDocumentation or on Avayas website at: http://support.avaya.com/Copyright or such successor site as designated by Avaya. You agreeto the Third Party Terms for any such Third Party ComponentsPreventing Toll FraudToll Fraud is the unauthorized use of your telecommunicationssystem by an unauthorized party (for example, a person who is not acorporate employee, agent, subcontractor, or is not working on yourcompany's behalf). Be aware that there can be a risk of Toll Fraudassociated with your system and that, if Toll Fraud occurs, it can resultin substantial additional charges for your telecommunications services.Avaya Toll Fraud interventionIf you suspect that you are being victimized by Toll Fraud and you needtechnical assistance or support, call Technical Service Center TollFraud Intervention Hotline at +1-800-643-2353 for the United Statesand Canada. For additional support telephone numbers, see the AvayaSupport website: http://support.avaya.com or such successor site asdesignated by Avaya. Suspected security vulnerabilities with Avayaproducts should be reported to Avaya by sending mail to:[email protected].

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Administering Avaya Aura Communication Manager June 2014 3

4 Administering Avaya Aura Communication Manager June 2014Comments? [email protected]

Contents

Chapter 1: Introduction...................................................................................................... 25Purpose..................................................................................................................................................... 25Intended audience.................................................................................................................................... 25Related resources..................................................................................................................................... 26

Documentation................................................................................................................................. 26Training............................................................................................................................................ 28Viewing Avaya Mentor videos.......................................................................................................... 29

Support...................................................................................................................................................... 30Warranty.................................................................................................................................................... 30

Chapter 2: System Basics.................................................................................................. 31System login.............................................................................................................................................. 31

Logging in for remote administration................................................................................................ 31Types of connection to the Avaya S8XXX server..................................................................................... 32

Gaining access to the Avaya S8XXX server connected to the services port................................... 32Gaining access to the Avaya S8XXX server connected to the customer network........................... 33Remote access to the Avaya S8XXX server.................................................................................... 34

Using Avaya Site Administration............................................................................................................... 34Installing Avaya Site Administration................................................................................................. 34Starting Avaya Site Administration................................................................................................... 36Configuring Avaya Site Administration............................................................................................. 36

Logging in with Access Security Gateway................................................................................................ 36To Log into ASG............................................................................................................................... 37

Login messages........................................................................................................................................ 38Using the system default Issue of the Day....................................................................................... 38Setting Issue of the Day and Message of the Day........................................................................... 38

Log off the system..................................................................................................................................... 39Logging off the system..................................................................................................................... 39

User profiles and logins............................................................................................................................. 40Establishing Daylight Saving Rules.......................................................................................................... 40

To establish DST rules..................................................................................................................... 40Displaying daylight saving time rules............................................................................................... 41

Setting Time of Day Clock Synchronization.............................................................................................. 41Administering Clock Synchronization over IP........................................................................................... 42

Configuring the synchronization reference for the gateway............................................................. 42Configuring the synchronization reference for the BRI trunk board................................................. 43Setting the synchronization.............................................................................................................. 43Enabling the synchronization........................................................................................................... 43Configuring the IP synchronization................................................................................................... 44Configuring the IP synchronization for the gateway......................................................................... 44Configuring the IP synchronization for the network region............................................................... 44

Disabling synchronization......................................................................................................................... 45Setting the system date and time.............................................................................................................. 45

Displaying the system date and time................................................................................................ 45Using the Bulletin Board............................................................................................................................ 45


Displaying messages....................................................................................................................... 46Posting a message........................................................................................................................... 46Deleting messages........................................................................................................................... 47

Save translations....................................................................................................................................... 47Performing Backups.................................................................................................................................. 48

Chapter 3: System Planning.............................................................................................. 49System Configuration................................................................................................................................ 49Viewing a list of port boards...................................................................................................................... 50Understanding equipment addressing...................................................................................................... 50Dial plan.................................................................................................................................................... 51

Understanding the Dial Plan............................................................................................................. 51Displaying your dial plan.................................................................................................................. 51Modifying your dial plan.................................................................................................................... 52Adding Extension Ranges................................................................................................................ 52Multilocation dial plan....................................................................................................................... 53Location numbers............................................................................................................................. 53Prepending the location prefix to dialed numbers............................................................................ 54Other options for the dial plan.......................................................................................................... 54Feature access codes...................................................................................................................... 55Adding feature access codes........................................................................................................... 55Changing feature access codes....................................................................................................... 56Administering Dial Plan Transparency............................................................................................. 56

Controlling the features your users can access........................................................................................ 57System-wide settings................................................................................................................................ 58Changing system parameters................................................................................................................... 58WAN Bandwidth Limits between Network Regions.................................................................................. 59

Considerations for WAN bandwidth administration.......................................................................... 59Setting bandwidth limits between directly connected network regions............................................. 60

Administering Denied or Invalid Calls....................................................................................................... 61Music-on-hold............................................................................................................................................ 62

Adding an audio group..................................................................................................................... 63Adding a Music-on-Hold group......................................................................................................... 63Setting music-on-hold system parameters....................................................................................... 63Providing music-on-hold service for multiple tenants....................................................................... 64

Receiving Notification in an Emergency................................................................................................... 65Notifying a digital pager of an Emergency................................................................................................ 67Other Useful Settings................................................................................................................................ 68

Automatic callback if an extension is busy....................................................................................... 68Automatic hold.................................................................................................................................. 68Bridging to a call that has gone to coverage.................................................................................... 68Distinctive ringing............................................................................................................................. 69Warning when telephones are off-hook............................................................................................ 69Warning users if their calls are redirected........................................................................................ 69

Controlling users calls............................................................................................................................... 69Strategies for assigning CORs......................................................................................................... 70Allowing users to change CORs....................................................................................................... 70

Station Lock.............................................................................................................................................. 71

6 Administering Avaya Aura Communication Manager June 2014

Station Lock by time of day.............................................................................................................. 72Chapter 4: Administering Communication Manager on Avaya S8xxx Servers............. 75

Overview of administering Avaya servers................................................................................................. 75Branch Gateway administration................................................................................................................ 75

Survivable Remote Servers configuration........................................................................................ 76Command line interface administration............................................................................................ 77

Avaya S8xxx Server administration.......................................................................................................... 77Access and administer Communication Manager..................................................................................... 78

Starting a SAT session..................................................................................................................... 78Access System Management Interface............................................................................................ 78System Platform Web Console overview......................................................................................... 81System Manager overview............................................................................................................... 84

Main and survivable server Split Registration Prevention feature administration..................................... 87Split Registration Prevention............................................................................................................ 87Activating Split Registration Prevention........................................................................................... 88Sequence of events for Split Registration Prevention...................................................................... 88Alternate ways to manage split registration between the main and survivable servers................... 88Recovery to the main server............................................................................................................ 89Network region state........................................................................................................................ 90Network design notes for the Split Registration Prevention feature................................................. 91Network region type description....................................................................................................... 92Prerequisites and constraints of implementing the Split Registration Prevention feature................ 93

Administrable Alternate Gatekeeper List for IP phones............................................................................ 93Alternate Gatekeeper List (AGL) priorities....................................................................................... 94Load balancing of IP telephones during registration........................................................................ 95How Alternate Gatekeeper List is built............................................................................................. 95Applications for AGL......................................................................................................................... 96Prevent unwanted C-LANs in the AGL example.............................................................................. 96Pool C-LANS despite network region connectivity issues example................................................. 99AGL high-level capacities................................................................................................................. 101Considerations................................................................................................................................. 101Interactions....................................................................................................................................... 101Administrable AGL administration.................................................................................................... 102Troubleshooting scenarios and repair actions for AGL.................................................................... 104Related Documents for AGL............................................................................................................ 104

Improved Port network recovery from control network outages................................................................ 105Impacts of Network recovery configuration on availability................................................................ 106Improved survivability administration............................................................................................... 106

Call-processing administration.................................................................................................................. 107Communication Manager access..................................................................................................... 107Communication Manager SAT CLI access...................................................................................... 108Administration screen and command summary............................................................................... 112

Voice or Network Statistics administration................................................................................................ 114SNMP Administration................................................................................................................................ 117

Turning on access for SNMP ports at the network level.................................................................. 117SNMP traps administration............................................................................................................... 118SNMP agents administration............................................................................................................ 121


SNMP filters administration.............................................................................................................. 124Chapter 5: Processor Ethernet setup................................................................................ 131

Setting up the PE interface....................................................................................................................... 132Using Network ports.................................................................................................................................. 134Configuring PE Interface........................................................................................................................... 135

Network Configuration...................................................................................................................... 135Duplication Parameters.................................................................................................................... 136

PE Interface acceptance test.................................................................................................................... 137Configuring a Survivable Remote or Survivable Core Server................................................................... 139

Adding the PE as a controller for the Branch gateways................................................................... 139PE in Communication Manager Administration........................................................................................ 140

Administering Survivable Core Servers for PE................................................................................. 141Administering Survivable Remote Servers for PE............................................................................ 141Adjuncts with PE.............................................................................................................................. 141Load balancing for PE...................................................................................................................... 142

Chapter 6: Managing Telephones...................................................................................... 145Prerequisites............................................................................................................................................. 145

Associating a telephone with an x-port extension number............................................................... 146Adding new telephones............................................................................................................................. 147

Gathering necessary information..................................................................................................... 147Connecting the Telephone physically............................................................................................... 148Obtaining display labels for telephones............................................................................................ 149Adding a new station........................................................................................................................ 149Creating a dual registered extension................................................................................................ 151Changing a station........................................................................................................................... 152

Duplicating Telephones............................................................................................................................ 152Adding multiple call center agents............................................................................................................ 153Using an alias............................................................................................................................................ 154Customizing your telephone..................................................................................................................... 155Upgrading telephones............................................................................................................................... 156Swapping telephones................................................................................................................................ 156Automatic Customer Telephone Rearrangement..................................................................................... 157

How calls are processed during a move.......................................................................................... 158Using ACTR to move telephones..................................................................................................... 158

Terminal Translation Initialization.............................................................................................................. 159Merging an extension with a TTI telephone..................................................................................... 159Using TTI to separate an extension from a telephone..................................................................... 160Troubleshooting TTI......................................................................................................................... 161

Removing telephones............................................................................................................................... 162Adding a fax or a modem.......................................................................................................................... 164Enabling transmission over IP networks for modem, TTY, and fax calls.................................................. 165IP Softphones............................................................................................................................................ 165

Enabling the system to use IP softphone......................................................................................... 167Road Warrior Mode.......................................................................................................................... 167Adding a softphone in telecommuter mode...................................................................................... 169Troubleshooting IP Softphones........................................................................................................ 170

IP Telephones........................................................................................................................................... 170


Adding an IP telephone.................................................................................................................... 171Changing from dual-connect to single-connect IP telephones......................................................... 172Setting up emergency calls on IP telephones.................................................................................. 173

Remote office setup.................................................................................................................................. 174Adding Remote Office to Communication Manager......................................................................... 174Setting up a trunk group................................................................................................................... 176Setting up a signaling group............................................................................................................. 176Setting up Remote Office on network regions.................................................................................. 177Adding telephones to Remote Office................................................................................................ 178Updating files in the 2410, 2420, 1408, and 1416 DCP telephones................................................. 179Preinstallation tasks for firmware download..................................................................................... 179Downloading the firmware file to Communication Manager............................................................. 179Downloading firmware to a single station......................................................................................... 180Downloading firmware to multiple stations....................................................................................... 181Displaying firmware download status............................................................................................... 182Disabling firmware downloads.......................................................................................................... 183Native Support of Avaya 1408 and 1416 digital telephones............................................................. 183Native Support for 96x1 H.323 and SIP deskphones....................................................................... 184Native support of Avaya 9404 and 9408 digital telephones............................................................. 184

Administer location per station.................................................................................................................. 185Preparing to administer location number on Station screen............................................................. 186Setting up location number on Station screen.................................................................................. 186

Chapter 7: Telephone Features......................................................................................... 189Adding feature buttons.............................................................................................................................. 189Increasing Text Fields for Feature Buttons............................................................................................... 190Enabling extended text fields for feature buttons...................................................................................... 191Restricting customization of feature button types..................................................................................... 191Telephone Feature Buttons Table............................................................................................................ 192Abbreviated Dialing Lists........................................................................................................................... 211

Setting up a station to access a new group list................................................................................ 211Adding Abbreviated Dialing Lists...................................................................................................... 212Troubleshooting abbreviated dialing lists......................................................................................... 213

Bridged Call Appearances........................................................................................................................ 215Setting Up Bridged Call Appearances.............................................................................................. 216Enabling Enhanced Bridged Call Appearance................................................................................. 217When to use Bridged Call Appearances.......................................................................................... 217

Extension to Cellular................................................................................................................................. 218Extension to Cellular Setup Table.................................................................................................... 218Setting Up Extension To Cellular Feature Access Button................................................................ 220

Terminal Self-Administration..................................................................................................................... 221Setting Up Terminal Self-Administration.......................................................................................... 222Fixing Problems in Terminal Self-Administration.............................................................................. 223

Enterprise Mobility User............................................................................................................................ 224System Requirements EMU........................................................................................................ 224Configuring your System for the Enterprise Mobility User................................................................ 225Setting EMU options for stations...................................................................................................... 226Defining options for calling party identification................................................................................. 226


Activating EMU................................................................................................................................. 227Deactivating EMU............................................................................................................................. 228

Chapter 8: Managing Attendant Consoles........................................................................ 229Attendant Consoles................................................................................................................................... 229

302A/B Console............................................................................................................................... 231302C Console................................................................................................................................... 232302D Console................................................................................................................................... 233

Adding an Attendant Console................................................................................................................... 234Attendant Console Feature Buttons.......................................................................................................... 235Setting Console Parameters..................................................................................................................... 241Removing an Attendant Console.............................................................................................................. 242Providing Backup for an Attendant........................................................................................................... 243

Chapter 9: Managing Telephone Displays........................................................................ 245Display Administration............................................................................................................................... 245Displaying ANI Calling Party Information.................................................................................................. 245Displaying ICLID Information.................................................................................................................... 246Setting the Display Language................................................................................................................... 247

Administering Unicode Display......................................................................................................... 247Unicode Native Name support......................................................................................................... 250Fixing Problems................................................................................................................................ 254Related Topics................................................................................................................................. 254

Setting the Directory Buttons.................................................................................................................... 255Chapter 10: Handling Incoming Calls............................................................................... 257

Basic Call Coverage.................................................................................................................................. 257Adminstering system-wide call coverage characteristics................................................................. 257

Advanced call coverage............................................................................................................................ 260Covering calls redirected to an off-site location................................................................................ 260Defining coverage for calls redirected to external numbers............................................................. 261Defining time-of-day coverage......................................................................................................... 262Creating coverage answer groups................................................................................................... 263

Call Forwarding......................................................................................................................................... 264Determining extensions having call forwarding activated................................................................. 264Setting up call forwarding for users.................................................................................................. 265Allowing users to specify a forwarding destination........................................................................... 266Changing the forwarding destination remotely................................................................................. 266Allowing users to change coverage remotely................................................................................... 267

Enhanced Call Forwarding........................................................................................................................ 268Activating Enhanced Call Forwarding Using a feature button.......................................................... 269Activating Enhanced Call Forwarding Using a feature access code................................................ 270Deactivating enhanced call forwarding using a feature button......................................................... 270Deactivating enhanced call forwarding using a feature access code............................................... 271Reactivating enhanced call forwarding using a feature button......................................................... 271Reactivating enhanced call forwarding using a feature access code............................................... 272Displaying enhanced call forwarding using a feature button............................................................ 273Displaying Enhanced Call Forwarding Status Using a Feature Access Code................................. 273Activating enhanced call forwarding from an off-the-network telephone.......................................... 273Deactivating enhanced call forwarding from an off-the-network telephone...................................... 274


Activating enhanced call forwarding from a telephone with console permissions............................ 275Deactivating enhanced call forwarding from a telephone with console permissions........................ 275

Night Service............................................................................................................................................. 276Setting up night station service to voice mail................................................................................... 276Setting up night console service....................................................................................................... 278Setting up night station service........................................................................................................ 279Setting up trunk answer from any station......................................................................................... 280Setting up external alerting night service......................................................................................... 281Sending LDN calls to the attendant during the day and to the TAAS bell at night........................... 282Setting up trunk group night service................................................................................................. 282Setting up night service for hunt groups........................................................................................... 283Deactivating the Night Service feature............................................................................................. 284

Call Pickup................................................................................................................................................ 284Call Pickup Alert............................................................................................................................... 285Setting up Call Pickup...................................................................................................................... 287Deleting pickup groups..................................................................................................................... 291Simple extended pickup groups....................................................................................................... 294Flexible Extended Pickup Groups.................................................................................................... 297Changing extended pickup groups................................................................................................... 300Directed Call Pickup......................................................................................................................... 301Removing Directed Call Pickup from a user..................................................................................... 304

Hunt Groups.............................................................................................................................................. 305Setting up hunt groups..................................................................................................................... 305Changing a hunt group..................................................................................................................... 306Setting up a queue........................................................................................................................... 307Hunt groups for TTY callers............................................................................................................. 307Adding hunt group announcements................................................................................................. 308

Vectors and VDNs..................................................................................................................................... 309What are Vectors?............................................................................................................................ 310Variables in Vectors......................................................................................................................... 315Handling TTY calls with vectors....................................................................................................... 317Vector Directory Numbers................................................................................................................ 319

Automatic Call Distribution........................................................................................................................ 320ACD System Enhancement.............................................................................................................. 320

Assigning a Terminating Extension Group................................................................................................ 321Chapter 11: Routing Outgoing Calls................................................................................. 323

World Class Routing................................................................................................................................. 323Calling Privileges Management................................................................................................................. 323

Changing Station.............................................................................................................................. 324Assigning ARS FAC.................................................................................................................................. 324

Location ARS FAC........................................................................................................................... 325Displaying ARS Analysis Information........................................................................................................ 325

ARS Analysis.................................................................................................................................... 326Examples Of Digit Conversion......................................................................................................... 327Defining operator assisted calls....................................................................................................... 328Defining Inter-exchange carrier calls................................................................................................ 329Restricting area codes and prefixes................................................................................................. 330


Using wild cards............................................................................................................................... 331Defining local information calls......................................................................................................... 331

Administering Call Type Digit Analysis...................................................................................................... 332Call Type Digit Analysis Example..................................................................................................... 332

Setting up Multiple Locations.................................................................................................................... 333Routing with multiple locations.................................................................................................................. 335Call routing modification............................................................................................................................ 336

Adding a new area code or prefix..................................................................................................... 337Using ARS to restrict outgoing calls................................................................................................. 338

Overriding call restrictions......................................................................................................................... 339ARS Partitions........................................................................................................................................... 340

Setting up partition groups............................................................................................................... 340Assigning a telephone to a partition group....................................................................................... 342

Setting up Time of Day Routing................................................................................................................ 342Creating a New Time of Day Routing Plan....................................................................................... 343

Setting up a Remote user by Network region and Time zone.................................................................. 344No-cadence call classification modes and End OCM timer...................................................................... 346

Setting up no-cadence call classification modes.............................................................................. 346Setting up End OCM timer and announcement extension............................................................... 346

Alerting Tone for Outgoing Trunk Calls..................................................................................................... 347Setting the outgoing trunk alerting timer........................................................................................... 347Setting the trunk alerting tone interval.............................................................................................. 347

Chapter 12: Setting Up Telecommuting............................................................................ 349Communication Manager Configuration for Telecommuting..................................................................... 349

Preparing to configure telecommuting.............................................................................................. 350Configuring telecommuting example................................................................................................ 351

Personal Station Access setup................................................................................................................. 351Preparing to set up Personal Station Access................................................................................... 352Setting up Personal Station Access example................................................................................... 352Placing calls from PSA-dissociated stations.................................................................................... 353

Station Security Code setup..................................................................................................................... 354Creating a Station Security Code example...................................................................................... 354

Assigning an Extender Password example............................................................................................... 355Call Forwarding setup for telecommuting.................................................................................................. 356

Setting up Call Forwarding for telecommuting example................................................................... 356Interactions for Call Forwarding....................................................................................................... 357

Coverage options assignment for telecommuting..................................................................................... 357Assigning coverage for telecommuting example.............................................................................. 358

Home Equipment Installation.................................................................................................................... 359Preparing to install home equipment................................................................................................ 359Installing home equipment example................................................................................................. 359

Remote Access setup............................................................................................................................... 361Preparing to setup Remote Access.................................................................................................. 362Setting up remote access example.................................................................................................. 362

Telecommuting settings changes............................................................................................................. 364Changing Telecommuting settings................................................................................................... 364Associating PSA example................................................................................................................ 365


Disassociating PSA example........................................................................................................... 365Changing a coverage option example.............................................................................................. 365Changing call forwarding example................................................................................................... 366Changing your personal station security codes example................................................................. 367Interrupting the command sequence for personal station security codes........................................ 367

Chapter 13: Enhancing System Security.......................................................................... 369Basic Security recommendations.............................................................................................................. 369

Keep your system secure................................................................................................................. 369Toll Fraud prevention................................................................................................................................ 370

Preventing toll fraud top 15 tips to help....................................................................................... 370Enforcing physical security........................................................................................................................ 372Checking system security......................................................................................................................... 373User Profiles and Logins administration................................................................................................... 378Access Security Gateway (ASG).............................................................................................................. 378Busy Verify toll fraud detection.................................................................................................................. 378

Preparing to use busy verify for toll fraud detection......................................................................... 379Using busy verify for toll fraud detection example............................................................................ 379

Authorization Codes setup........................................................................................................................ 379Preparing to setup Authorization Codes........................................................................................... 380Setting Up Authorization Codes example......................................................................................... 380

Security Violations Notification setup........................................................................................................ 382Setting up Security Violations Notification example......................................................................... 382

Enhanced security logging........................................................................................................................ 383Station lock................................................................................................................................................ 384

Detailed description of Station Lock................................................................................................. 384Preparing to set up Station Lock...................................................................................................... 385Setting up Station Lock with a Station Lock button example............................................................ 385Setting up Station Lock without a Station Lock button example....................................................... 386Station Lock by time of day.............................................................................................................. 386Screens for administering Station Lock............................................................................................ 387

Security Violations responses................................................................................................................... 388Enabling remote access................................................................................................................... 388Disabling remote access.................................................................................................................. 388Hot Desking Enhancement............................................................................................................... 389Hot Desking interaction with PSA..................................................................................................... 389Station Lock...................................................................................................................................... 389Hot Desking with Station Lock restrictions....................................................................................... 390

Chapter 14: Managing Trunks............................................................................................ 391Tips for working with trunk groups............................................................................................................ 391

Following a process when working with trunk groups...................................................................... 391Service provider coordination for trunk groups................................................................................. 391Records keeping for trunk groups.................................................................................................... 392Helpful tips for setting common trunk group fields........................................................................... 393Trunk group related information....................................................................................................... 393

CO, FX, or WATS trunk group administration........................................................................................... 393Preparing to add a CO, FX, or WATS trunk group........................................................................... 394Adding a CO, FX, or WATS trunk group example............................................................................ 394


DID trunk group administration................................................................................................................. 396Preparing to add a DID trunk group................................................................................................. 396Adding a DID trunk group example.................................................................................................. 396

PCOL trunk group administration.............................................................................................................. 397Preparing to add a PCOL trunk group.............................................................................................. 398Adding a PCOL trunk group example............................................................................................... 398PCOL trunk group interactions......................................................................................................... 399

Tie or Access trunk group administration.................................................................................................. 400Preparing to add a Tie or Access trunk group.................................................................................. 400Adding a Tie or Access trunk group example................................................................................... 401

DIOD trunk group administration............................................................................................................... 402Digital trunks administration...................................................................................................................... 402

Preparing to add a digital trunk........................................................................................................ 403Setting up the DS1 board as a sync Source reference.................................................................... 403Configuring a DS1 circuit pack example.......................................................................................... 404Recommended T1 and E1 settings.................................................................................................. 404Enhanced DS1 administration.......................................................................................................... 405

Adding trunks to a trunk group example................................................................................................... 407Removing trunk groups example.............................................................................................................. 408Trunk resets.............................................................................................................................................. 408

Resetting a trunk group.................................................................................................................... 409Resetting a trunk member................................................................................................................ 409

Digit insertion and absorption with trunk groups....................................................................................... 409Inserting digits with trunk groups example....................................................................................... 410Absorbing digits with trunk groups example..................................................................................... 410

Administering trunks for LDN example...................................................................................................... 411Administering trunks for Source-based Routing....................................................................................... 412Answer Detection Administration.............................................................................................................. 413

Preparing to administer Answer Detection....................................................................................... 413Administering Answer Detection example........................................................................................ 413

ISDN trunk groups Administration............................................................................................................. 414ISDN trunk group hardware requirements........................................................................................ 414Screens used to administer ISDN trunk groups............................................................................... 415Administering displays for QSIG trunks............................................................................................ 418

QSIG over SIP.......................................................................................................................................... 418Preparing to administer QSIG over SIP........................................................................................... 419Administration of the QSIG and SIP trunk and signaling groups...................................................... 419Enabling Enhanced SIP Signaling feature....................................................................................... 420Changing the QSIG and SIP signaling groups for Q-SIP................................................................. 420Changing the QSIG and SIP trunk groups for Q-SIP....................................................................... 422Routing of QSIG over SIP................................................................................................................ 424Verifying a Q-SIP test connection.................................................................................................... 424Removing the Q-SIP configuration................................................................................................... 425

Chapter 15: Managing Announcements........................................................................... 427VAL or Gateway Virtual VAL resources.................................................................................................... 427

Chapter 16: Managing Group Communications............................................................... 431Voice Paging Over Loudspeakers setup................................................................................................... 431


Preparing to set up Voice Paging Over Loudspeakers.................................................................... 431Setting Up Voice Paging Over Loudspeakers example................................................................... 431Loudspeaker Paging troubleshooting............................................................................................... 432User considerations for Voice Paging Over Loudspeakers.............................................................. 433

Chime Paging Over Loudspeakers setup................................................................................................. 433Preparing to set up Chime Paging Over Loudspeakers................................................................... 434Setting up Chime Paging Over Loudspeakers example................................................................... 434Assigning chime codes example...................................................................................................... 435Chime Paging Over Loudspeakers troubleshooting......................................................................... 435User considerations for Chime Paging Over Loudspeakers............................................................ 436

Speakerphone paging setup..................................................................................................................... 436Preparing to set up speakerphone paging....................................................................................... 436Setting up speakerphone paging example....................................................................................... 437Speakerphone paging troubleshooting............................................................................................. 437Speakerphone paging capacities..................................................................................................... 438

Whisper Paging users who are on active calls......................................................................................... 438Preparing to set up Whisper Paging................................................................................................. 438Whisper Paging setup...................................................................................................................... 439

Telephones as Intercoms administration.................................................................................................. 439Administering intercom feature buttons example............................................................................. 440Administering an intercom group example....................................................................................... 441

Automatic Answer Intercom Calls setup................................................................................................... 441Administering Auto Answer ICOM example..................................................................................... 442

Service Observing Calls............................................................................................................................ 442Preparing to set up Service Observing............................................................................................. 443Setting up Service Observing example............................................................................................ 443Best practices for service observing................................................................................................. 444

Chapter 17: Managing Data Calls...................................................................................... 447Types of Data Connections....................................................................................................................... 447Data Call Setup......................................................................................................................................... 448

Data Call Setup Administration........................................................................................................ 448DCP data modules........................................................................................................................... 451ISDN-BRI data modules................................................................................................................... 452Analog modems............................................................................................................................... 453Considerations for Data Call Setup.................................................................................................. 454Interactions for Data Call Setup....................................................................................................... 454

Alphanumeric Dialing................................................................................................................................ 455Administering Alphanumeric Dialing................................................................................................. 455Considerations for Alphanumeric Dialing......................................................................................... 455

Data Hotline.............................................................................................................................................. 456Administering Data Hotline............................................................................................................... 456Interactions for Data Hotline............................................................................................................. 456

Data Privacy.............................................................................................................................................. 457Administering Data Privacy.............................................................................................................. 457Considerations for Data Privacy....................................................................................................... 457Interactions for Data Privacy............................................................................................................ 457

Default Dialing........................................................................................................................................... 458


Administering Default Dialing........................................................................................................... 459Data Restriction......................................................................................................................................... 459

Administering Data Restriction......................................................................................................... 459Interactions for Data Restriction....................................................................................................... 460

Data-Only Off-Premises Extensions......................................................................................................... 461Administering Data-Only Off-Premises Extensions.......................................................................... 461Considerations for Data-Only Off-Premises Extensions.................................................................. 461Interactions for Data-Only Off-Premises Extensions........................................................................ 461

Data Modules General.......................................................................................................................... 462Detailed description of data modules............................................................................................... 463

Administered Connections........................................................................................................................ 464Detailed description of Administered Connections................................................................................... 465Access endpoints used for Administered Connections............................................................................. 466Typical applications for Administered Connections.................................................................................. 466Conditions for establishing Administered Connections............................................................................. 466Conditions for dropping Administered Connections.................................................................................. 467Autorestoration and fast retry.................................................................................................................... 468Administering Administered Connections................................................................................................. 468Interactions for Administered Connections............................................................................................... 469Modem Pooling......................................................................................................................................... 471

Administering Integrated Modem Pooling........................................................................................ 471Administering Combined Modem Poolings...................................................................................... 472Considerations for Modem Pooling.................................................................................................. 472

Personal Computer Interface.................................................................................................................... 472Personal Computer Interface Security............................................................................................. 475Administering a PC interface............................................................................................................ 475Considerations for Personal Computer Interface............................................................................. 475

Wideband Switching.................................................................................................................................. 476Detailed description of Wideband Switching.................................................................................... 476Wideband Switching guidelines and examples................................................................................ 480Wideband Switching glare and blocking prevention......................................................................... 485Administering Wideband Switching.................................................................................................. 486Considerations for Wideband Switching........................................................................................... 486Interactions for Wideband Switching........................................................