XN120 DSPDB Guide Rev 1.1 March

Transcription

1 This guide explains the installation, configuration and operation of the DSPDB option card for the XN120 Telephone System. This guide includes the setup of Voice Mail, Automated Attendant and Queue Announcements. Further information will be supplied with any optional equipment that you have purchased. Refer to the Getting Started Guide supplied with the XN120 main unit for further detail and Administrator User Guide. Please keep all information supplied for future reference. Regulatory Notice. Refer to the Getting Started Guide ( ) supplied with the XN120 Main Unit for the Declaration of Conformity related to the product. Warning: This is a class A product. In a domestic environment this product may cause radio interference in which case the user may be required to take adequate measures. XN120 DSPDB Guide Rev 1.1 March

2 Contents What is the DSPDB?...3 System Connection Diagram...3 Installation Procedure...4 Unpack the Card....4 Install the DSPDB Card...5 Test the DSPDB...6 Upgrading the Compact Flash Card to 15 Hour Capacity...7 Fit the new CF card Do not keep the customers messages...7 Fit the new CF card Keep the customers messages...8 Configure the DSPDB...9 XN120 Configuration Mode...10 Voice Mail Setup...12 Overview of Voice Mail Setup...12 Mail Box Setup...13 Access your Mailbox...15 Forward your calls to Voice Mail...15 Record your greeting...15 Select the Greeting...15 Retrieve your messages...15 Date/Time Stamp...16 Maximum Message Duration...16 Conversation recording...17 Automatic Recording...18 Routing Incoming Trunk Calls to Voice Mail...20 Automated Attendant...25 What is available on the XN120?...25 Overview of Auto-Attendant Setup...26 Analogue Trunks - Go straight to Auto-Attendant Analogue Trunks - Go to a Ring Group and then to Auto-Attendant Routing an ISDN DDI Call to Auto-Attendant...27 Select the Auto Attendant Greeting Message...28 Set the Single Digit Options...29 Select the Operation for Invalid Number or Destination is Busy/No Answer Record the Auto-Attendant Greetings Additional Auto-Attendant Options...30 Queue Announcements...36 Queue Announcement for a Ring Group...36 Queue Announcement for a Department Group Preamble Message...40 Personal Greeting / Park and Page...42 Fixed Messages...42 Compact Flash Card Maintenance...43 Auto Erase...43 Disk Full Indication...44 Queue Announcement Duration...44 Back Up of Compact Flash Card XN120 DSPDB Guide

3 DSPDB Card What is the DSPDB? The DSPDB option card provides: 8 Channel Voice Mail. 1 hour storage time (upgradeable to 15 hours). 300 Mail Boxes. 16 Channel Queue Announcement. 48 user recorded messages. Queue announcement for incoming callers waiting at a Ring Group or Department Group Automated Attendant Operation. The 48 user recorded messages are used for the Auto-Attendant prompts. Multi-level greetings. Single digit translation. Pre recorded announcements for various system features. Call forward with greeting. Park and Page. One DSPDB card is installed in the XN120 main unit. System Connection Diagram XN120 DSPDB fits onto the base board of the XN120 main unit XN120 DSPDB Guide 3

4 DSPDB Card Installation Procedure Unpack the DSPDB card Power off the XN120 and install the card You will also need to power off any expansion units if they are installed. Power on the XN120 Test the DSPDB Configure the features available with DSPDB Unpack the Card. The DSPDB card is supplied with: 1 x 64MB Industrial Grade Compact 4 x Plastic mounting bars Flash card pre-installed onto the card Additional Items Required: Cross head screwdriver. Additional Documents Available: Voice Mail and Voice Response System User Guide XN120 DSPDB Guide

5 Install the DSPDB Card Install the DSPDB Card! Observe anti-static precautions when handling the DSPDB card. Wear a suitable anti-static strap connected to an Earth point. One DSPDB card is installed onto the base board within the XN120 main unit. The DSPDB will be automatically assigned when the system is powered on, after the card is installed. 1 Power off the XN120 system 2 Remove the sub cover and main cover of the XN120 unit that will have the card installed. You must also power off each XN120 expansion unit if you have any installed. Loosen the 2 screws Lift off the main cover Remove the sub cover 3 Fit the DSPDB card. The card is installed onto the connector CN6 on the base board within the XN120 main unit. Fit the four plastic mounting bars. Fit the plastic mounting bars. Install the DSPDB card. Ensure the connector is in line before pushing on the card. XN120 DSPDB Guide 5

6 Install the DSPDB Card 4 Refit the main cover and the sub cover. 5 Power on the XN120 system If you have any expansion units installed you must power these on first. The DSPDB card will be automatically configured.! System Start Up Retain Customer Configuration This is the normal operation for powering the XN120 on. Before you power on the system check that the NORMAL switch is set to ON. This will ensure that the system memory retains your configuration. The NORMAL switch is located to the right of the MOH/Page connector on the main unit, refer to the Getting Started Guide supplied with the XN120 for further information. Test the DSPDB 1 At any XN120 telephone press digit 8 while the phone is idle. You will hear a pre-recorded announcement of the time and date. If you do not hear the time and date announced first check Program is set to 1 (enabled). 6 XN120 DSPDB Guide

7 Upgrading the DSPDB Card Upgrading the Compact Flash Card to 15 Hour Capacity The standard Compact Flash card supplied with the DSPDB card will provide approximately one hour of recording capacity. There is a larger capacity Compact Flash card available that will provide approximately 15 hours recording. Fit the new CF card Do not keep the customers messages If this method is used at an existing customer it will not keep any of the customers recorded messages. 1 Power off the XN120 system You must also power off each XN120 expansion unit if you have any installed. 2 Remove the Standard Compact Flash card from the DSPDB card The card pulls out, there are no retaining clips. 3 Fit the Upgrade Compact Flash card into the DSPDB card The card pushes in, there are no retaining clips. Upgrade Standard 4 Power on the XN120 system If you have any expansion units installed you must power these on first. The DSPDB card will be automatically configured.! System Start Up Retain Customer Configuration This is the normal operation for powering the XN120 on. Before you power on the system check that the NORMAL switch is set to ON. This will ensure that the system memory retains your configuration. The NORMAL switch is located to the right of the MOH/Page connector on the main unit, refer to the Getting Started Guide supplied with the XN120 for further information. XN120 DSPDB Guide 7

8 Upgrading the DSPDB Card Fit the new CF card Keep the customers messages This method is recommended if you are upgrading at an existing customer as it will keep the customers recorded messages. 1 Power off the XN120 system You must also power off each XN120 expansion unit if you have any installed. 2 Remove the Standard Compact Flash card from the DSPDB card The card pulls out, there are no retaining clips. 3 Use your PC to make a copy of the Standard Compact Flash card 4 Use your PC to delete the VM folder on the Upgrade Compact Flash card 5 Use your PC to copy the Standard Compact Flash card VM folder to the Upgrade Compact Flash card 6 Fit the Upgrade Compact Flash card into the DSPDB card Fit the Standard Compact Flash card into a compact flash compatible socket of your PC. Copy the folder named VM from the Standard Compact Flash card onto your PC. Remove the Standard Compact Flash card. Fit the Upgrade Compact Flash card into the compact flash socket of your PC. Delete the VM folder on the Upgrade Compact Flash card. Copy the folder named VM from your PC to the Upgrade Compact Flash card. Remove the Upgrade Compact Flash card. The card pushes in, there are no retaining clips. Upgrade Standard 7 Power on the XN120 system If you have any expansion units installed you must power these on first. The DSPDB card will be automatically configured.! System Start Up Retain Customer Configuration This is the normal operation for powering the XN120 on. Before you power on the system check that the NORMAL switch is set to ON. This will ensure that the system memory retains your configuration. The NORMAL switch is located to the right of the MOH/Page connector on the main unit; refer to the Getting Started Guide supplied with the XN120 for further information. 8 XN120 DSPDB Guide

9 Configure the DSPDB Configure the DSPDB Before you configure your system it is important that you: Ensure the power will not be turned off to the XN120, otherwise you will lose any changes you have made that were not previously saved to battery backed memory. Ensure that the NORMAL switch is set to ON before you commence, otherwise you could lose your entire configuration. Refer to System Start Up for information. Have a diagram of your exchange lines and telephones. Plan your requirements before you start. While you configure your system it is important that you: Exit configuration mode periodically, this will save your changes into battery backed memory. They will not be lost if the power is removed. Fill out the configuration sheets as you go so that you have a record of your configuration. Make small changes, exit configuration mode and test the changes. Do not make all your changes at once as this can make testing very difficult. Record your changes as you can only undo them by re-entering the previous values. Do not unplug the phone. If it is unplugged by mistake then plug it back in, wait for the display to show time and date and then press HOLD to return to the configuration mode. Your changes will not be lost. The XN120 consists of exchange lines and telephones connected into the main unit. Within the XN120 configuration the exchange lines are referred to as trunks and the telephones as extensions. How to change the XN120 s Configuration The configuration is stored in battery-backed memory within the XN120. You can change the configuration via any XN120 system phone that has an LCD display. When you have made your changes the XN120 will automatically save the configuration into memory. Check the User Guide for other options There are some options that are set via normal service codes, for example: Function Keys with service codes 851 & 852. XN120 DSPDB Guide 9

10 Configure the DSPDB XN120 Configuration Mode Entering Configuration Mode You will need an XN120 system phone with an LCD display. The phone should be idle (no call in progress). 1 Press SPK (do not lift the handset) You will see - MON 27 16:28PM 200 EXT200 2 Dial Service Code # * # * You will see - Password 3 Dial password You will see - Password@@@@@@@@ 4 Press HOLD You will see - _ Program Mode Selecting the Program Number Each configuration setting within the XN120 is identified by a Program Number (e.g ). 1 Ensure the LCD display shows: _ Program Mode 2 If it is not displayed press the DC key several times. 3 Now enter the Program Number e.g with the numeric keys of the XN120 phone Trunk1 Mode1 IRG =1 Using the System Phone Keys to Make Changes During configuration mode use the keys at the system phone to select the program item and change its value etc. The LCD display will show the current program item, the editing point is shown by a flashing curser. SPK Numeric keys 1 to 9 * and # HOLD DC DND/CONF CLEAR LND OPAC Vol. up Vol. down FLASH Save changes and exit configuration mode. Alphanumeric entry keys. Entered at the curser location. Confirm the entry and step on to the next. Step back one level. Current entry is not confirmed. Delete one character to the left of the curser. Delete all characters to the right of the curser. Move the curser one character to the left. Move the curser one character to the right. Confirm the entry and step to the next item shown at the top right of the display. Confirm the entry and step to the previous item shown at the top right of the display. Move the curser to the next entry point. 10 XN120 DSPDB Guide

11 Configure the DSPDB Making Changes With the Program Number entered and the curser positioned at the first entry you can change the value by entering the new one with the numeric keys of the XN120 phone. When you have entered the new value press HOLD to confirm it and move to the next entry. You can also press HOLD to step on to the next if you did not make any changes to the entry. Exiting Configuration Mode When you exit configuration mode your changes will be saved into the battery backed memory.! Until you exit any changes you have made are stored in temporary memory and will be lost if the power is switched off to the XN Press HOLD to confirm your current entry Ex Prt1 Extension No200 2 Press DC several times. Program Mode 3 Press SPK. When the save is complete the phone returns to normal operation. SavingSystemData MON 27 16:28PM 200 EXT200 XN120 DSPDB Guide 11

12 Configure Voice Mail Voice Mail Setup The DSPDB provides a voice mail system for the XN120. There are 300 mailboxes available and a maximum storage capacity of 1 hour (upgradeable to 15 hours). Each mail box has a limit of 100 messages. The maximum duration of any message can be restricted, the default is 1 minute per message. The voice mail system gives the users the ability to forward calls and record calls to their personal mail box. The XN120 can also route incoming trunk calls directly to a general mail box e.g. to take messages out of hours. The mailboxes are given a number used to access the mailbox each mailbox can have an optional password. For a Personal Mailbox the mailbox number is usually the same as the extension number, this makes the operation simple to remember for the user. The user can assign their own password if required. For a General Mailbox the mailbox number is usually not the same as any extension numbers, this prevents a user acessing the mailbox by mistake. Any user can access any of the mailboxes by its mailbox number and optioanl password. Note. The Voice Mail system is not used for Auto-Attendant operation, refer to Auto-Attendant later in this guide. Overview of Voice Mail Setup Assign numbers to the mailboxes A password can also be assigned Default: None assigned. Program Optional Voice Mail Settings Turn time stamp on/off Set the maximum message duration Assign a Mail Box Function key to the users with XN120 System Phones Set Auto Erase of messages Conversation Recording Default: On. Program Default: 1 minute. Program Default: None assigned. Use Program (type 67+ mailbox number). Or the user can set with Service Code mailbox number. Default: Not erased. Program = Time of day to erase old messages. Program = How old the message must be before it is erased. Refer to the Compact Flash Card Maintenance section later in this guide. Manual and Automatic available. Route trunks directly to a voice mail box 12 XN120 DSPDB Guide

13 Configure Voice Mail Mail Box Setup A mail box must be setup before the users can access the voice mail system. The mail box is setup in Program , each mail box can also have an optional 4 digit password. 1 Program Create the mailboxes (and optional passwords) MgBox1 Mail Box No 200 Use Vol. Keys to select another mail box The personal mailbox number is usually the same as the users extension number e.g A general mail box number is usually outside of the extension number range e.g. 500 If you assign passwords choose an obvious one e.g. 1234, the users can change their own passwords later. Enter the number used to access the mail box Enter the mail box number (up to 4 digits), you can overwrite the current entry. To remove an entry press CLEAR. Press HOLD to confirm the entry and step to the password MgBox1 Mail Box PWD1234 Enter the password for the mail box Use Vol. Keys to select another mail box Enter the password (must be 4 digits), you can overwrite the current entry. To remove an entry press CLEAR. Press HOLD to confirm the entry Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). XN120 DSPDB Guide 13

14 Configure Voice Mail Configuration sheet: Voice Mail box setup Program Default = no mail box numbers or passwords assigned. Mail Box Mail Box Number Up to 4 digits Password Must be 4 digits Mail Box Mail Box Number Up to 4 digits Password Must be 4 digits Mail Box Copy this sheet if you are using mail boxes Mail Box Number Up to 4 digits Password Must be 4 digits 14 XN120 DSPDB Guide

15 Configure Voice Mail Access your Mailbox There are two ways a user can access a mailbox. Either by dialing the Voice Mail Access code (884) or pressing a Voice Mailbox function key ( mailbox number). Refer also to the Voice Mail and Voice Response System User Guide. Voice Mail Access Code 884 Any user can access the voice mail system by going off hook and dialing 884. They will be prompted to enter the mail box number e.g. 200, dial # to confirm, you may then be prompted for the optional password. Mail Box Function Key Any user with an XN120 system telephone can set one of their programmable function keys as a mail box key. They can press the key to access their maibox, it will also flash to indicate new messages. You can have a voice mail function key for any of the mailboxes, so a user could have a key for their personal mail box and one or more general mail boxes. Forward your calls to Voice Mail The user must set Automated Attendant for their personal mail box. This can be set either by dialing the Voice Mail Access code (884) or pressing a Voice Mailbox Automated Attendant function key ( mailbox number). Voice Mail Access Code 884 Access the voice mail system by going off hook and dialing 884. They will be prompted to enter the mail box number e.g. 200, dial # to confirm, you may then be prompted for the optional password. Dial voice mail service code 62# to turn on/off Automated Attendant for the mailbox. Mail Box Automated Attendant Function Key An user with an XN120 system telephone can set one of their programmable function keys as a mail box automated attendant key. They can press the key to forward call to their maibox. Each time the key is pressed the type of automated attendant forwarding will be changed as below. All Lamp on No Answer Lamp flashes Busy Lamp winks off Busy&No Answer Lamp double flashes Cancel Lamp off You can have a voice mail automated attendant function key for any mailbox number. Record your greeting Each user can record up to three greetings for their mailbox. The greetings are recorded by accessing their personal mailbox and dialing voice mail service code 32# for greeting number 1, 33# for greeting number 2 and 34# for greeting number 3. Note that a user must have an XN120 system telephone to be able to select one of the three greetings. Select the Greeting The user must have a programmable function key set to Answering Message ( mailbox number). They can press the key to select one of the three greetings. Each time the key is pressed the greeting will be selected as below. Greeting 1 Greeting 2 Greeting 3 Lamp off Lamp on Lamp flashes Retrieve your messages When a new message has been left in their mailbox either the Mailbox function key will flash or the MW lamp on the phone will flash (if they do not have a Mailbox function key). Single line telephones will receive an interrupted dial tone and where compatible a flashing message lamp. XN120 DSPDB Guide 15

16 Configure Voice Mail To listen to messages either access your mail box by dialing 884 and then voice mail service code 1# or press the flashing voice mail function key. You will hear the number of new messages and the first message will be played. Before each message you will hear the date/time the message was left. Date/Time Stamp Turn off the date/time announcement when listening to messages in Program Program Time stamp on/off Time Stamp 0 Enter 0 or 1, you can overwrite the current entry. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). Maximum Message Duration The maximum duration of any message can be set in Program When the duration is reached the user will hear a tone and recording will stop. This limit will not effect conversation recording. 1 Program Maximum message duration of all voice mail messages. Enter 0 to turn off (enter 1 to turn on) time stamp VM RecordingTM 1 Enter the duration 0-10 (minutes) Enter the maximum duration of a message, you can overwrite the current entry. Enter 0 for no limit. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). Configuration sheet: Voice Mail box setup Default = no mail box numbers or passwords assigned. Program Description Setting Option Time stamp for mail box messages Maximum message duration Default=1 Default=1 0=Off 1=On 0-10 minutes 16 XN120 DSPDB Guide

17 Configure Voice Mail Conversation recording Users can record trunk calls into their personal mailbox (internal calls can not be recorded). Conversation recording must be enabled for each extension in The destination mailbox must also be defined for each extension in Program Conversation record destination. 884 is the service code used to access the voice mail system TEL200 Dest.Ext No 884 Enter the voice mail access code to enable recording Use Vol. Keys to select another telephone 2 Program Conversation record destination mailbox. Enter 884 to enable conversation recording for the telephone. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished) TEL200 Rec Storing 1 Use Vol. Keys to select another telephone Enter 1 to record to the users personal mailbox Enter 1 to enable conversation recording to the users personal mailbox Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). How to record a conversation The user must have a programmable function key set as Conversation Record ( ). During a trunk call the user presses the conversation record function key to begin recording. The conversation will be saved as a new message in their mailbox. The recording will stop when the call is cleared or the user presses the conversation record key again. XN120 DSPDB Guide 17

18 Configure Voice Mail Automatic Recording The XN120 can record calls into a users personal mailbox. Automatic conversation recording of received calls must be enabled for each extension in Automatic conversation recording of outgoing calls must be enabled for each extension in You must also specify the destination in program as shown above. 1 Program Automatic conversation recording of received calls TEL200 Auto Record 1 Enter 1 to turn on (enter 0 to turn off) recording Use Vol. Keys to select another telephone 2 Program Automatic conversation recording of outgoing calls. Enter 1 to enable conversation recording of received calls for the telephone. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished) TEL200 OTG Auto Rec 1 Use Vol. Keys to select another telephone Enter 1 to turn on (enter 0 to turn off) recording Enter 1 to enable conversation recording of outgoing calls for the telephone. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). All trunk calls will be recorded into the users personal mailbox. Note that outgoing trunk calls will begin recording either when the caller answers or the call timer beigins (10 seconds). 18 XN120 DSPDB Guide

19 Configure Voice Mail Configuration sheet: Voice Mail Conversation Recording Telephone Recording Destination Destination Mailbox Change numbers as necessary Default=None Enter 884 Auto Record Incoming Default=0 Enter 1 to auto record Default=0 Enter 1 to record to the users personal mailbox Auto Record Outgoing Default=0 Enter 1 to auto record XN120 DSPDB Guide 19

20 Configure Voice Mail Routing Incoming Trunk Calls to Voice Mail You may want to route a trunk call directly to voice mail during out of hours working. The caller can leave a message into any of the 300 mailboxes. Both analogue and ISDN trunks can be routed to voice mail by entering the voice mail ring group number 101 as the target for the trunk. Analogue Trunks The target for analogue trunks is set in Program for each night mode. 1 Program Target for analogue trunks. Night mode number (1-8) Trunk 1 Mode 1 IRG= 1 Use Vol. Keys to select another trunk Enter 101 as the target to route the calls to voice mail. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). ISDN DDI Trunk The target for DDI trunks is set in the 2 nd or 3 rd targets for each DDI (Program or ). 1 Program or Program Target for DDI trunks. Enter 101 as the target to route the calls to voice mail. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). Trunk Greeting The system can play a greeting message to the incoming caller, this would normally indicate that the call will be routed to voice mail and that a message can be recorded. The greeting is one of the 48 available messages within the DSPDB (see the separate Voice Mail and Voice Response user guide for instructions to record the message). The message number is set in Program for each night mode. Be sure you set the correct night mode that the customer will set the system into. 1 Program DSPDB message used for the greeting. Night mode number (1-8) Enter 101 as the target TBL 1 TRF Target2 101 Enter 101 as the target Trunk 1 Mode 2 Msg No. 5 Use Vol. Keys to select another DDI table number Use Vol. Keys to select another trunk You set the message for each trunk, you can also set a different message for each night mode. Enter the message number (1-48) Enter the DSPDB message number (1-48) that the user will record the greeting to. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). 20 XN120 DSPDB Guide

21 Configure Voice Mail Destination Mailbox The general mail box that the trunk calls will save the message to is set in Program , the mail box is set for each night mode. Be sure you set the correct night mode that the customer will set the system into. Note that you must enter the mail box number (1-300), give the general mail box a number that will be used to access the mail box, see Program in Mail Box Setup in this guide. 1 Program Voice mail box used to record the callers message. Night mode number (1-8) Trunk 1 Mode 2 Msg Box 10 Use Vol. Keys to select another trunk Enter the box number (1-300). Enter the voice mail box (1-300) You set the message for each trunk; you can also set a different message for each night mode. Enter the voice mail box number (1-300) that the caller will record the message to. Press HOLD to confirm the entry. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). XN120 DSPDB Guide 21

22 Configure Voice Mail Configuration sheet: Voice Mail Trunk Call Routing for Analogue Trunks Program , Target for analogue trunks Note You may have trunk routing to Ring Groups 1-25 already on the XN120, you can add these to this table. You will then have a complete overview of the trunk routing on the system. Trunk Target for each day/night mode Enter 101 as the target to route calls to Voice Mail Day Night M- Night Rest Day2 Night2 M- Night2 Rest2 22 XN120 DSPDB Guide

23 Configure Voice Mail Configuration sheet: Voice Mail Trunk Call Routing for DDI Trunks Program and , transfer targets for DDI trunks Note You may have DDI routing already configured on the XN120. This table shows only the DDI s you want to route to voice mail. Refer to the DDI configuration sheet in the XN120 BRI Guide for trunk ports associated with the BRI cards. You must set the trunk greeting and destination mailbox for the trunk ports that are associated with the BRI cards. DDI table numbers (1-2000) Enter the table numbers as necessary DDI Receive digits For information only Transfer Target 1 Program Transfer Target 2 Program Enter 101 to route the call to voice mail Trunks associated with the BRI cards For information only XN120 DSPDB Guide 23

24 Configure Voice Mail Configuration sheet: Voice Mail Trunk Call Routing to Voice Mail Trunk greeting and destination mailbox. Default for all trunks is none assigned. Trunk Trunk Greeting / Mail Box for each day/night mode Enter DSPDB message number (1-48) and Mail box (1-300) Day Night M-Night Rest Day2 Night2 M-Night2 Rest2 1 / / / / / / / / 2 / / / / / / / / 3 / / / / / / / / 4 / / / / / / / / 5 / / / / / / / / 6 / / / / / / / / 7 / / / / / / / / 8 / / / / / / / / 9 / / / / / / / / 10 / / / / / / / / 11 / / / / / / / / 12 / / / / / / / / 13 / / / / / / / / 14 / / / / / / / / 15 / / / / / / / / 16 / / / / / / / / 17 / / / / / / / / 18 / / / / / / / / 19 / / / / / / / / 20 / / / / / / / / 21 / / / / / / / / 22 / / / / / / / / 23 / / / / / / / / 24 / / / / / / / / 25 / / / / / / / / 26 / / / / / / / / 27 / / / / / / / / 28 / / / / / / / / 29 / / / / / / / / 30 / / / / / / / / 31 / / / / / / / / 32 / / / / / / / / 33 / / / / / / / / 34 / / / / / / / / 35 / / / / / / / / 36 / / / / / / / / 37 / / / / / / / / 38 / / / / / / / / 39 / / / / / / / / 40 / / / / / / / / 41 / / / / / / / / 42 / / / / / / / / 43 / / / / / / / / 44 / / / / / / / / 45 / / / / / / / / 46 / / / / / / / / 47 / / / / / / / / 48 / / / / / / / / 49 / / / / / / / / 50 / / / / / / / / 51 / / / / / / / / 24 XN120 DSPDB Guide

25 Configure Automated Attendant Automated Attendant The DSPDB can provide auto-attendant prompts to incoming trunk calls to the XN120 system. Automated Attendant operation is a standard feature within the XN120 (called DUD/DISA); the DSPDB provides the user recorded prompts that are played to the caller to assist them whilst using auto-attendant. The prompts are any of the 48 user recorded messages and can be up to 2 minutes long. Whilst the prompt is played the caller can over dial using DTMF digits to select the required destination; this can be an extension number or a Department Group pilot number. The XN120 can also have a single digit translation for each of the auto-attendant prompts. This allows the caller to dial one digit and be routed to a pre-defined destination. The XN120 can either route directly to the required destination or route to a further auto-attendant prompt to give multi-level greetings. What is available on the XN120? First of all this depends on the type of trunk that you are going to answer with auto-attendant. For analogue trunks you can go straight to auto-attendant or after a delay. During the delay you can specify the ring group that the calls will ring at, you set the delay time and if the calls are not answered by a user they will be answered by auto-attendant. You can specify a different DSPDB message for each analogue trunk and each night mode. You can specify the mode of the trunk for each night mode. For example, this will allow you to have the lines ringing normally during DAY mode and then Auto-Attendant in NIGHT mode. For ISDN trunks with DDI s you can go straight to auto-attendant or after a delay. During the delay you specify up to two destinations (extension number, Department Group or Ring Group), you set the delay time for each step and if the calls are not answered by a user they will be answered by auto-attendant. You can specify a different DSPDB message for each night mode but you can only have one message for any DDI s answered by auto-attendant during that night mode. (This is because the message is assigned to each trunk port and not to each DDI). You can specify the DDI routing for each night mode. For example, this will allow you to have the lines ringing normally during DAY mode and then Auto-Attendant in NIGHT mode. You can setup single digit translations that are different for each auto-attendant greeting message. This gives the ability for the callers to dial a single digit and be routed either directly to the destination or to another greeting (multi level greetings). You can specify the operation should the user dial an invalid number or the destination is busy/no answer. You can route the calls to fall over ring group if required. The auto-attendant greetings are recorded by the user (using Service Code 716). XN120 DSPDB Guide 25

26 Configure Automated Attendant Overview of Auto-Attendant Setup Identify which type of trunk(s) you are routing to Auto-Attendant Identify the night modes that Auto-Attendant is required For analogue lines: Set the line type to DUD or Delayed-DUD For ISDN DDI calls: Route the DDI to DUD Select the Auto-Attendant greeting message(s) Set the single digit translations (optional) Select the operation for invalid number or destination is busy/no answer. Record the Auto-Attendant greeting(s) 26 XN120 DSPDB Guide

27 Analogue Trunks - Go straight to Auto-Attendant. Configure Automated Attendant Set each line to DUD type Program = Type 1 You can set the type for each night mode. Select the Auto-Attendant greeting message, see below Analogue Trunks - Go to a Ring Group and then to Auto-Attendant. Set each line to Delayed DUD type Assign the Ring Group that the incoming calls will ring at before stepping to auto-attendant Set the delay after which the unanswered calls will step to autoattendant Program = Type 6 You can set the type for each night mode. Program = IRG 1-25 You can set the IRG for each night mode. Program = seconds Select the Auto-Attendant greeting message, see below Routing an ISDN DDI Call to Auto-Attendant The DDI is routed to DUD by entering a unique identifer (400) within the DDI s translation table. You may have different DDI translation tables in use for each of the night modes, these will be set in Program Each DDI can have up to three destinations; DUD mode can be entered in the 2 nd and 3 rd destinations so if you want to route the DDI straight to auto-attendant ensure you leave the 1 st destination blank. The call will then route directly to the 2 nd destination. If you want to route to DUD after a delay then enter the 1 st destination ( ) and enable step on for No- Answer in the Transfer Operation Mode ( ). The call will step on after the delay time specified by Program Route the DDI to DUD. Enter 400 as the destination for the DDI Program (2 nd destination) or Program (3 rd destination) Ensure you set the DDI entry number for each night mode in the DDI translation table. (Refer to the Basic Rate ISDN Guide for further information on setting up the DDI translation tables.) The entry of 400 is a unique identifier to route the DDI call to DUD. Select the Auto-Attendant greeting message, see below XN120 DSPDB Guide 27

28 Configure Automated Attendant Select the Auto Attendant Greeting Message The greeting messages are assigned to each trunk port so for DDI calls you must set the same greeting message for ALL trunks that the DDI number will be presented on, see the example below. Example: Greeting message for DDI calls XN120 BRIU Trunks 4-5 The DDI number 123 will be presented on trunks 4 and 5 on the XN120. Route DDI number 123 to DUD in Program Set the same auto-attendant greeting message for trunks 4 and 5 in Program PSTN DDI number 123 to be routed to Auto- Attendant Assign the Auto-Attendant greeting message to be played to callers. You can select a different message for each analogue trunk. Program Set the Talkie to 1 and then the Data entry will specify the DSPDB message number (1-48). These are set for each trunk and each night mode. You can select a different message for each night mode for analogue trunks or DDI calls. Night mode number (1-8) TrkPrt 1 Mode1 Talkie= 1 Trunk number. Use the VOL. keys to select another trunk. Enter 1 to enable the DSPDB message Set the Talkie to 1 to enable the DSPDB message. Press HOLD to confirm the entry and step to the Data option. Night mode number (1-8) TrkPrt 1 Mode1 Data= 5 Trunk number. Use the VOL. keys to select another trunk. DSPDB message number (1-48) to be played Enter the DSPDB message that you are using for the autoattendant greeting. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). 28 XN120 DSPDB Guide

29 Configure Automated Attendant Set the Single Digit Options Each DSPDB message has an optional single digit translation table. This will translate any digit (1 to 0, * and #) into an extension number, Department Group pilot number or another DSPDB message. Specifying another DSPDB message gives you the ability to build multi level greetings. If you don t specify any single digit translations the callers can still dial any valid extension number or department group pilot number directly.! The single digit translation will take priority over any extension/pilot numbers. For example if you have a single digit translation for digit 2 callers will not be able to dial any extension numbers in the range Attend Number Select the DSPDB message number that you are playing to the caller as the auto-attendant greeting (set in Program ). Recv Number Select the received DTMF digit that you want to translate. Press FLASH twice to move the curser to the Recv number. Multi Level Greeting If you want the received DTMF digit to select another DSPDB message then enter the DSPDB message number in the Msg No entry. If you want to translate it into an extension or department group number leave the Msg No entry set to 0. OR Translation Enter the destination number in the DestNo entry. You can enter up to 4 digits. Program Received DTMF digit (1-0, * & #) Select either the next DSPDB message to be played or enter 0 if you want to translate the digit the destination number. Press HOLD to confirm the entry and step to the Destination number. Received DTMF digit (1-0, * & #) Attend 1 Recv1 Msg No 0 Enter the DSPDB message number (1-48) for multi level greetings. Set the Msg No to 0 if not required Attend 1 Recv1 DestNo 201 Destination extension/pilot number DSPDB message number (1-48) being played to the caller. Use the VOL. keys to select another message. DSPDB message number (1-48) being played to the caller. Use the VOL. keys to select another message. Press DC several times when you are done to return to the Program Mode. (Press SPK to save changes and exit if you are finished). XN120 DSPDB Guide 29

30 Configure Automated Attendant Select the Operation for Invalid Number or Destination is Busy/No Answer. There are various reasons that the auto-attendant call may not reach the required destination. Caller miss-dials. The caller may dial an invalid extension/pilot number. The call can disconnect, fall over to a ring group or play an error message. The error message is defined in Program , you set any of the DSPDB messages, you could play the same auto-attendant greeting again if required. The call is still in DUD mode whilst the error message is being played. The fall over ring group is set in program Ensure the ring group has members set in Program Caller does not dial any digits The caller may not have a DTMF telephone. The XN120 will wait for a pre-defined period set by Program and then either disconnect, fall over to a ring group or play an error message. The error message is defined in Program , you set any of the DSPDB messages, you could play the same auto-attendant greeting again if required. The call is still in DUD mode whilst the error message is being played. Destination does not answer The call will ring at the destination for a pre-defined period. This period is set by Program After the pre-defined period you can either disconnect the call or fall over to any of the Ring Groups. The fall over ring group is defined in Program Ensure the ring group has members set in Program Destination is Busy If you have specified a fall over ring group in Program the call will ring at the phones in the ring group. If you have not specified a fall over ring group and you have the VRS fixed messages enabled in Program the caller will be informed that the destination is busy and will be prompted to try another extension or wait. If you have no fall over ring group and the VRS fixed messages are disabled the call will be disconnected. Record the Auto-Attendant Greetings. The user can record the auto-attendant greetings from any phone connected to the XN120. Make a record of the greeting on the configuration sheet. The greeting should include all single digit options available for the specified DSPDB message to instruct the caller what they should dial. Use service code 716 (at a display phone is best), the user can record, listen to or erase any of the 48 DSPDB messages.! To prevent the greetings being erased or re-recorded in error it is recommended that you only allow access for the system administrator. Class of service option enables/disables access to service code 716. Additional Auto-Attendant Options The following is a brief list of other programs that are related to Auto-Attendant. Program Description DTMF Receiver Setup You must have a DTMF receiver available before the XN120 can answer a DUD call. It is recommended that you leave all DTMF receivers set to type 0 (Common Access for trunks or extensions) DUD dial in mode (per trunk) If set to 0 the XN120 will use the DTMF digits received on a DUD call to define the destination number etc (default) If set to 1 the XN120 will compare the DTMF digits received with all entries in the DDI translation table. It is recommended that you set this to DISA user ID (per trunk) If set to 0 a DISA caller will not need to enter the 6 digit password If set to 1 the 6 digit password must be entered. 30 XN120 DSPDB Guide

31 Configure Automated Attendant Program Description DUD/DISA transfer alarm (per trunk) If set to 0 the call rings as normal when a DUD/DISA call uses the fall over ring group If set to 1 the call rings with a different ring pattern when a DUD/DISA call falls over to the ring group. (Ring pattern is set by Program ) Talkie type 0 will use a tone generated by the XN120 in place of the DSPDB greeting message. This allows the system to have auto-attendant operation without the need to install the DSPDB card Disconnect timer after fall over to ring group (default = 60 seconds) This timer will disconnect any calls that fall over to the ring group specified in Programs or This timer should be set to 0 if you are using the fall over ring groups and you do not want to disconnect the call Warning tone and disconnect timers for DISA calls that route back out of the XN120 (trunk to trunk connection) (default = warn after 30 seconds then disconnect 15 seconds later) Paging duration for DISA callers (default = 30 seconds) DUD/DISA answer delay (default = 0 seconds) Will delay the XN120 from answering any DUD/DISA call DUD/DISA busy tone time (default = 5 seconds) If you do not have fall over set in program and VRS fixed messages disabled in program the XN120 will return busy tone to and calls to a busy destination. This timer sets how long the XN120 will return busy tone before disconnecting the call DISA user ID Defines the six digit DISA passwords, 15 available DISA class of service (per night mode) Defines the DISA class of service number to each of the 15 user ID s The COS option for DISA callers are assigned in program DISA trunk group routing (per night mode) Defines the route that will be used when a DISA caller dials the trunk access code (9). The routes are defined in program DISA Toll Restriction class (per night mode) Defines the toll restriction class used when a DISA caller selects an outgoing trunk (trunk to trunk connection). The toll restriction entries are defined in program DISA alternate trunk group routing (per night mode) Defines the route that will be used when a DISA caller dials the alternate trunk access code (defined in program ). The routes are defined in program VRS message access for DISA (default = ) Defines the password required for a DISA caller to access the DSPDB messages (record, listen or erase) Continue code for DISA trunk to trunk (default = none) Defines the digit a DISA caller can dial to prevent the trunk to trunk call being disconnected. The code must be dialed after the DISA warning tone timer Disconnect code for DISA trunk to trunk (default = none) Defines the digit a DISA caller can dial to disconnect the trunk to trunk call. XN120 DSPDB Guide 31

32 Configure Automated Attendant Program Description DISA Class of Service Options Defines the features available to each DISA class (1-15) 1. Erase 1 st digit 2. Trunk route access (dial 9) 3. Trunk group access (dial 804xx) 4. Common abbreviated dial access (813xxx) 5. Operator access (0) 6. Internal paging access (801x) 7. External paging access (803x) 8. Specified trunk access (805xx) 9. Forced trunk disconnect (not available) 10. Set call forward for an extension (e.g extn no destination) 11. Barge in (not available) Trunk Type 1 = DUD 2 = DISA DDI target Enter 400 to route the DDI to DUD Enter 401 to route the DDI to DISA 32 XN120 DSPDB Guide

33 Configure Automated Attendant Configuration Sheet: Auto-Attendant Greeting Trunk DSPDB message number for each day/night mode Program =None 1-48=DSPDB msg no. Wrong Dial Busy/Noanswer Error Message Day Night M- Night Rest Day2 Night2 M- Night2 Rest2 0=Disconnect 1-25=IRG 0=Disconnect 1-25=IRG 0=None 1-48= DSPDB msg no XN120 DSPDB Guide 33

34 Configure Automated Attendant Configuration Sheet: Single Digit Options DSPDB Message Single Digit Options for each DSPDB Message Program Enter Msg no. OR Destination no * # 34 XN120 DSPDB Guide

35 Configure Automated Attendant Configuration Sheet: DUD/DISA Timers DUD/DISA Description Timers Dial Tone How long the XN120 will wait for the caller to dial Ring No Answer How long the call will ring at the destination before disconnect/fall over to ring group Disconnect after Fall Over How long the call will ring at the fall over ring group before it is disconnected Delayed DUD Time How long the call will ring at the ring group before being answered by auto-attendant Setting seconds Default = 10 seconds seconds Default = 10 seconds seconds Default = 60 seconds seconds Default = 10 seconds Configuration Sheet: DSPDB Messages Copy this sheet if you have more than 10 messages. DSPDB Greeting Recorded by the User with Service Code 716 Message Include all single digit options 1-48 XN120 DSPDB Guide 35

36 Configure Queue Announcements Queue Announcements The XN120 system can play an announcement to incoming trunk callers that are waiting to be answered. The queue announcements can be assigned to Ring Groups or Department Groups. The system can play two different announcements to each caller so callers waiting for a long time can hear an announcement informing them to wait for their call to be answered. The announcements are any of the 48 DSPDB messages recorded by the user or a pre-recorded XN120 greeting. Queue Announcement for a Ring Group. The XN120 can play the announcement to the incoming caller whilst the call is ringing. The call continues to ring at all available telephones in the group while the announcement is being played. The system can play two different messages for each ring group. You can also set the interval time and tone. Call arrives. Any available telephones in the ring group will ring. Start time st Message Repeat 1 st Message Interval time nd Message Repeat 2 nd Message Optional disconnect timer DSPDB Message (1-49) Repeat count DSPDB Message (1-49) Repeat count Interval tone Queue Announcement for a Department Group. The XN120 can play the announcement to the incoming caller when all members of the group are busy. When a member becomes free the queue announcements will stop and the call will be presented to the telephone. The system can play two different messages for each department group. You can also set the interval time and tone. Call arrives. There are no telephones available in the department group Start time st Message Repeat 1 st Message Interval time nd Message Repeat 2 nd Message Optional disconnect timer DSPDB Message (1-49) Repeat count DSPDB Message (1-49) Repeat count Interval tone XN120 DSPDB Guide