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Administrator Guide for

Avaya Communication Manager

03-300509

Issue 2.1

May 2006

Notice

While reasonable efforts were made to ensure that the information in this

document was complete and accurate at the time of printing, Avaya Inc.

can assume no liability for any errors. Changes and corrections to the

information in this document may be incorporated in future releases.

For full legal page information, please see the complete document,

Avaya Legal Page for Software Documentation,

Document number 03-600758.

To locate this document on the website, simply go to

http://www.avaya.com/support

and search for the document

number in the search box.

Documentation disclaimer

Avaya Inc. is not responsible for any modifications, additions, or deletions

to the original published version of this documentation unless such

modifications, additions, or deletions were performed by Avaya.

Customer and/or End User agree to indemnify and hold harmless Avaya,

Avaya's agents, servants and employees against all claims, lawsuits,

demands and judgments arising out of, or in connection with, subsequent

modifications, additions or deletions to this documentation to the extent

made by the Customer or End User.

Link disclaimer

Avaya Inc. is not responsible for the contents or reliability of any linked

Web sites referenced elsewhere within this documentation, and Avaya

does not necessarily endorse the products, services, or information

described or offered within them. We cannot guarantee that these links

will work all of the time and we have no control over the availability of the

linked pages.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your

sales agreement to establish the terms of the limited warranty. In

addition, Avaya’s standard warranty language, as well as information

regarding support for this product, while under warranty, is available

through the following Web site:

http://www.avaya.com/support

Except where expressly stated otherwise, the Product is protected by

reproduction, transfer, and or use can be a criminal, as well as a civil,

offense under the applicable law.

Avaya support

Avaya provides a telephone number for you to use to report problems or

to ask questions about your product. The support telephone number

is 1-800-242-2121 in the United States. For additional support telephone

numbers, see the Avaya Web site:

http://www.avaya.com/support

Issue 2.1 May 2006 3

About this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Conventions used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Admonishments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Trademarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Related Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

How to obtain Avaya books on the Web . . . . . . . . . . . . . . . . . . . . . . . 20

How to order documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

How to comment on this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter 1: System Basics . . . . . . . . . . . . . . . . . . . . . . . . . 23

Logging into the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Logging off the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Setting Command Permissions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Establishing Daylight Savings Rules. . . . . . . . . . . . . . . . . . . . . . . . . 33

Setting Time of Day Clock Synchronization . . . . . . . . . . . . . . . . . . . . . 36

Setting the System Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Using the Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Saving Translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Performing Backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Chapter 2: Planning the System . . . . . . . . . . . . . . . . . . . . . . 51

Understanding Your Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Understanding the Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Controlling the features your users can access. . . . . . . . . . . . . . . . . . . 59

System-wide settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Changing system parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Setting WAN bandwidth limits between network regions. . . . . . . . . . . . . . 61

Administering Treatment for Denied or Invalid Calls . . . . . . . . . . . . . . . . 63

Setting up Music-on-Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Receiving Notification in an Emergency . . . . . . . . . . . . . . . . . . . . . . . 70

Notifying a Digital Pager of an Emergency . . . . . . . . . . . . . . . . . . . . . 73

Other Useful Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Controlling the Calls Your Users Can Make and Receive. . . . . . . . . . . . . . 76

Station Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

Contents

4 Administrator Guide for Avaya Communication Manager

Chapter 3: Managing Telephones . . . . . . . . . . . . . . . . . . . . . 81

Installing New Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Adding New Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Using Templates to Add Telephones . . . . . . . . . . . . . . . . . . . . . . . . . 87

Using an Alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Customizing Your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Upgrading Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

Swapping Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

Using ACTR to Move Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Using TTI to Move Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Removing Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Adding a Fax or Modem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Adding an IP Softphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Adding an IP Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Setting up Remote Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Chapter 4: Managing Telephone Features . . . . . . . . . . . . . . . . . 127

Adding Feature Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Telephone Feature Buttons Table . . . . . . . . . . . . . . . . . . . . . . . . . . 132

Adding Abbreviated Dialing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . 153

Setting up Bridged Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . 158

Setting up an Extension to Cellular Feature Access Button . . . . . . . . . . . . 162

Setting up Terminal Self-Administration . . . . . . . . . . . . . . . . . . . . . . . 164

Setting Up Enterprise Mobility User . . . . . . . . . . . . . . . . . . . . . . . . . 166

Chapter 5: Managing Attendant Consoles. . . . . . . . . . . . . . . . . 175

Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Adding an Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Attendant Console Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . 182

Setting Console Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Removing an Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Providing Backup for an Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . 191

Chapter 6: Managing Displays . . . . . . . . . . . . . . . . . . . . . . . 193

Displaying Caller Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193

Displaying ANI Calling Party Information . . . . . . . . . . . . . . . . . . . . . . 193

Contents

Issue 2.1 May 2006 5

Displaying ICLID Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Changing the Display Language . . . . . . . . . . . . . . . . . . . . . . . . . . . 197

Setting up Directory Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

Chapter 7: Handling Incoming Calls . . . . . . . . . . . . . . . . . . . . 209

Setting up Basic Call Coverage. . . . . . . . . . . . . . . . . . . . . . . . . . . . 209

Setting up Advanced Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . 213

Setting up Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Setting up Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

Adding Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

Managing Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

Managing Vectors and VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

Understanding Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . 284

Assigning a Terminating Extension Group . . . . . . . . . . . . . . . . . . . . . 285

Chapter 8: Routing Outgoing Calls. . . . . . . . . . . . . . . . . . . . . 287

World Class Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Managing Calling Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

Assigning ARS FAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

Displaying ARS Analysis Information . . . . . . . . . . . . . . . . . . . . . . . . 290

Understanding ARS Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

Setting up Multiple Locations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

Routing with Multiple Locations . . . . . . . . . . . . . . . . . . . . . . . . . . . 301

Modifying Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Overriding Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Defining ARS Partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Setting up Time of Day Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . 313

Location by Region . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

Chapter 9: Managing MultiMedia Calling . . . . . . . . . . . . . . . . . 321

Multimedia Applications Server Interface . . . . . . . . . . . . . . . . . . . . . . 321

Multimedia Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349

Understanding the Multimedia Complex . . . . . . . . . . . . . . . . . . . . . . . 367

Enhanced Mode MM Complex . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383

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