Dec 20
    2008

    A Couple of Question about Partner Messaging 7.0

    Inactive Forum User
    When programming the auto-attendant ...

    1. What is Direct Extension Transfer ? Buttons 1-4 come default programmed with this function but I can't say that I really understand what it is ?

    2. Can a caller somehow directly dial an extension while the auto attendant message is playing ? Do they have to press * before or after the extension number ?

    3. Is it possible to have the outcalling feature call an internal extension. For instance, a person with a desk phone and a Transtalk ... can the messaging system call the Transtalk extension to let them know that they have a message waiting in their VM ... that is linked to their desk extension ?

    Thanks ...
    Tom Thiel
    [Acme Telephone Works]
    1. Direct Extension Transfer means "this digit is the 1st digit of an extension number, wait for additional digits and transfer to that extension" - So if you have extensions ranging from 10 to 33 in your system, you need to keep these set to "DXT". You can use the other digits to point to submenus, or "press 4 for shipping" and have it transfer to a specific extension. If you have possible growth, don't just start with the digit after your current extension range, but start at 9 and work backwards.

    2. Yes, that is what DXT is doing above - the caller just dials the 2-digit extension number while the Auto Attendant is playing.

    3. Yes, outcalling can be set for an internal extension, as well as for outside numbers. When you outcall to an external number, you start the outcalling number with "9*", which tells the Partner Messaging to access an outside line and wait for 2 seconds (for dial tone) before dialing. For an internal extension, just make the outcalling number the 2-digit extension number that you want to receive the call. (I have troubleshot many systems where the users forgot the 9*, and people at Ext. 18 start getting the outcalling calls, because they tried to outcall to a 1-800 number.)
    Inactive Forum User
    Thanks TTT !!

    Now ... just to make sure that I understand you correctly regarding the Direct Extension Transfer ...

    You have to use selectors that begin with the same digit as your extensions ?

    That is ... if I only had extension 10-18 I would only have to have selector 1 programed as DXT ...

    If I have extensions that begin with the digit 2 ... like 20-29 ... I have to also have seletor 2 programmed for DXT ...

    Is this right ? ... i.e I have to reserve buttons 1-3 to DXT sine i have extension numbers that begin with 1-3 ?

    If this is the case, I suppose I could do something like ... "If you know your party's extension and would like to dial it directly, please press EIGHT" ... where EIGHT points to a submenu ... and options 1-4 in the submenu are set to DXT ...

    Just trying to understand ...

    Also ...

    1. PCMIA upgrade cards/backup cards ... is there anything special about these ? I believe that I need to upgrade the firmware in my ACS processor to handle the change in Daylight Saving Time. I see that the bin is downloadable on line and that there is a $300 utility called FlashTools reccomended to load it. Seems a bit pricey for flash utility ... what gives ?

    Has anyone ever tried using a PCMIA to Compact Flash adapter like this ?
    http://www.newegg.com/Product/Product.aspx?Item=N82E16812150014
    With a CF Type I complaint card such as this ...
    http://www.newegg.com/Product/Product.aspx?Item=N82E16820208418
    Seems that this would REALLY simplify the process ...

    2. My call service operator station is at Ext 10. This is the automated attendant extension but is also the extension of the bookeeper ... can it (she) have VM ? Right now ... when a call drops back to call service operator ... it rings at her extension 4 times ... and then cycles back through the automated attendant ...


    Thanks again for your help ...
    Tom Thiel
    [Acme Telephone Works]
    You want to keep things as simple as possible for your callers - thus, when you design your call flow, you want callers to be able to dial an extension number directly. You really don't want to make them first dial some digit and then dial the extension number, do you? So, the first thing your callers normally hear is:

    "Thank you for calling XYZ Company
    "If you know your party's extension number, you may dial it at anytime
    "To reach Accounting, press 5
    "For Shipping and Receiving, press 6
    "To hear a list of extensions, press 7, or to search for your party, by FIRST name, press *2
    "To reach the Operator, press 0, or stay on the line
    "To repeat your options, press *4"

    So, what's going on here? Let's say you have phones connected to Extensions 10 through 35. Selector Codes 1 through 3 are "Direct Extension Transfer", so the caller can simply dial extension numbers, without anything else - No star, no pound, no "press X if you know your party's extension number" - just dial it.

    5 for Accounting, 6 for Shipping and Receiving - these are "Selector Code Transfer". 5 points to the extension of the person in accounting, 6 points to the extension out on the loading dock.

    7 for a list of extensions - this points to a submenu (submenu 1 through 99, although I try to use submenu 7 if 7 is the digit pointing to it), in this submenu you record "For Fred Flintstone, enter Ext. 10; for Barney Rubble, enter Ext. 11; for George Jetson, enter Ext. 12......" and so on. In this submenu, you also have selctor codes, and you want to set 1 through 3 to Direct Extension Transfer again, so the caller can dial extension numbers.

    *2 to search by name - this is a built in feature of Partner Messaging. When you create the mailboxes, you can enter the letters of the user's name, so that they can be matched by a caller looking for them. Be consistent on entering the user's first OR last name, and tell the caller which one they will be entering, because the system takes over and only prompts them to enter "the first 4 letters of their party's name", and you want them to match what you've programmed.

    0 for the Operator - dialing 0 or nothing at all can go to the "Call Answer Service Operator", a specific extension, a specific mailbox, the general mailbox for the particular auto attendant, or disconnect the call altogether. You get to pick, and specify for both Day and Night mode, cause you might want the Operator during the day, and the general mailbox at night.

    *4 to repeat your options - *4 repeats the current menu, *# backs you up one level (say, from a submenu to the auto attendant that sent you there), *# also repeats the auto attendant menu (because that IS the top level menu).

    Hope that helps explain the thinking behind what to set the various selector codes to. In this example, 5 and 6 and 7 could have been anything OTHER than 1, 2, or 3. But let's say I used 4, 5, and 6 for those options, and 6 months later we expanded and added a dozen more phone extensions. Now we have extensions 10 through 47, and need to change selector code 4 to direct extension transfer, so people can dial extensions in the 40 range. That would make us change the Accounting option to some other digit, or change everything by another digit, which could confuse regular callers.


    Finally, PCMCIA cards are special, in that they are linear flash cards. So you can't just use a regular compact flash card from the office supply store. And, yes, the eFlash tools software to write the various patches available on the Avaya site is $300 from a 2rd party vendor. If anyone has a better/cheaper solution, I'd like to know about it as well!!

    Ext. 10 does NOT have to be set up as an Auto Attendant - it is normally just a regular extension. So calls are answered by the Auto Attendant, 0 transfers to 10 and rings 4 times, then 10's personal mailbox answers and takes a message.
    Inactive Forum User
    TTT ....

    Again ... you have been helpful beyond belief ...

    Thank you !!

    A lot of the older CNC controls, robotics controls, etc ... also used the linear PCMCIA cards ... and with those being harder and harder to come by ... those folks have sought alternatives ...

    The adapter that I posted the link to is not merely a pin to pin adapter ... it is an active electronic adapter that provides for a cross-technology compatibility ...

    The CNC guys have tried them and report that they work ...

    They're cheap ... I'll get one and try it and let you know ...

    I'll remap extension 10 as a mailbox extension and that'll probably solve my issue there ...

    And I agree ... the KISS principle should be employed whereever and whenever possible ...

    Thanks again ...
    Inactive Forum User
    Does the auto-attendant even need to be assigned to an extension ?
    TIA ...
    Tom Thiel
    [Acme Telephone Works]
    If you are using regular analog loop start lines (not the T1 card), no, Ext. 10 does not need to be assigned as an auto attendant. The incoming calls get to the auto attendant through the settings in #206, #506, and #507. Then calls to Ext. 10 can transfer, ring at 10, and cover to 10's mailbox if not answered.

    If you are using the T1 card, you may have your incoming calls ringing at 10, and covering 10 to voice mail pointing to the Auto Attendant. In this case, 10 loses its personal mailbox.
    Inactive Forum User
    Thanks TTT ...

    Due mostly to your invaluable help ... I got everything programmed and up and working just as I wanted ...

    Thanks so much !

    After getting the phone buttons programmed, etc ... I've found that I must have a wiring problem somewhere ... as one of the door phones shows to be "off the hook" all the time ... and the contact closure isn't working ...

    I hooked these components up on the floor in the equipment room ... bypassing the building wiring ... and they work fine ... so I'll have to go figure out what I screwed up !

    After that, I have one last thing to tackle ... and that's the loudspeaker paging ...

    My old system (a Sanyo) had 2 screws for paging output ... and then a 24V power supply that supplied power to the speakers ...

    It looked as if the instaler of the Sanyo had put some kind of capicitors in series in each of the paging output terminals to remove "garble" ...

    I'm not quite sure what I'll be getting into there ... but reading through the threads here, it looks as if I may need a paging amplifier instead of just that power supply ...

    Thanks again ...
    Tom Thiel
    [Acme Telephone Works]
    Look closely at those paging speakers - they may be "self amplified", perhaps made my Valcom. Each speaker contains its own 1 to 5 watt amplifier, and requires a 4-wire (2-pair) connection. One pair for the audio signal, and the other for 24VDC to power the internal amp.

    Your ACS either has a loudspeaker output (Release 1 through Release 6) or you can program a Line port to become a paging port (Release 7, use program code #617). Connect the Green and Red (center pair) from the port to the audio pair of the loudspeakers. Intercom 70 is the code for loudspeaker paging, or Intercom *70 is Simultaneous Page (extensions in Calling Group 1 AND Loudspeaker).
    Inactive Forum User
    Yes ... they are the 4-wire variety ...

    One pair was connected to a 24V P/S ...

    And one pair was connected to the paging output terminals on the Sanyo system ...

    I am using Line 5 on a 5X9 ACS Rel 7 processor for loudspeaker paging ...

    Does that mean that I just hook the power back up to the loudspeaker power leads ... and the Line 5 conductors up to the voice pair ?

    Are capacitors commonly used to clarify output on the loudspeaker voice output ?

    I could probably post a picture of these components ... they may not be capacitors at all ... but they were wired (left dangling) in series in each of the 2 leads leaving the paging output terminals on the Sanyo system ...

    Thanks ....
    Tom Thiel
    [Acme Telephone Works]
    You shouldn't need anything inline from the page port to the speaker inputs. Capacitors would not "clarify" the signal at all, but block any DC component from the old phone system while passign the audio.

    Does that mean that I just hook the power back up to the loudspeaker power leads ... and the Line 5 conductors up to the voice pair ?
    - You nailed it!!
    Inactive Forum User
    It doesn’t make much sense to me either … but when he first hooked up the loudspeaker paging on the Sanyo system … the output was garbled and unintelligible … then he put these in series in each of the paging output leads … and it cleared right up …

    http://www.william-newton.com/files/Caps.jpg

    I didn't have any time to work on the loudspeaker paging today ... but I did locate and correct my wiring problems ...

    I'm almost embarrassed to tell you what the problem was with my contact closure ...

    I had used an inline coupler ... which, of course, reversed the leads ...

    Rookie mistake ...
    Inactive Forum User
    Thanks TTT ...

    Got the loudspeaker paging up and working like a charm ... thanks !

    If I could bug you for a couple more questions ...

    1. Can you put a mailbox on a Call Group using Partner Messaging 7 ? Will everyone in the call group get a visual indication of a message waiting ... or would you have to use outcalling to notify them ? What I'm dealing with here is ... a few folks have multiple desk phones in various locations plus a Transtalk ... and I'd like for the call to ring all of their phones ... but kick to VM if they don't answer ... and, of course, if they don't get some kind of notification ... they'll never remember to check their VM ...

    2. Using Transtalk 9040s on a Partner ACS 7 ... which button map should be selected in the Transtalk options ? "Partner" or "Partner/Merlin" ?

    TIA ...
    Tom Thiel
    [Acme Telephone Works]
    Hi Bill-

    Yes, you can have a group mailbox. You would assign the extensions to one of your 4 calling groups (Ext. 71-74), create a mailbox to match ("with a phone"), and when the AA transfers to the group, and it goes unanswered, it will come back to the group mailbox.

    Now, there is no phone 74, so there is no light. BUT, with Partner Messaging R7, you can use the "Phantom Destination" feature to play the group mailbox's outgoing message, and put the incoming message in some one else's mailbox. That extension will then light up.

    If you want to keep the group's messages separate from the specific user's mailbox, you can use one of the General Mailboxes (9991 - 9994) to be the phantom destination, and then make an extension the owner of that general mailbox. They will get a message waiting light for both their personal mailbox, AND the general mailbox. The light will go off when both mailboxes are clear.


    For the 9040:

    Use the Partner button mapping, and in the configuration menu, you get a choice of 1 or 2 line display.

    One line display gets you 4 more buttons.

    5 6 7 8
    1 2 3 4
    A B C D

    vs.

    1 2 3 4
    A B C D
    Inactive Forum User
    Thanks TTT ....

    I did some tinkering around today ... but something didn't work right ...

    Call group 4 (74) has two desk sets and a Transtalk ...

    I set up a mailbox for extension 74 and told it that it had no phone ...

    When extension 74 is dialed ... all three ring just as they should ...

    But the VM never answers ...


    The Phantom mailbox sounds like a great idea ... as I could use outcalling from their main desk set VM to the other phones to make sure that they get the message ...

    If I can just figure out how to get it to answer ...


    **EDIT**

    Doh !! It's probably cause I didn't add it to Hunt Group 7 ....
    Tom Thiel
    [Acme Telephone Works]
    Bill-

    Don't add anything to hunt group 7, except the actual voice mail ports. That's a special group, nothing else can be in there.

    I'd bet that you need to look at #306, Transfer Return Extension, for each of the voice mail ports. It sounds like you actually read and followed the manual, which instructs you to set that to Ext. 10 for the VM ports. (The theory is that calls transferred from the AA to extensions without mailboxes should go to Ext. 10 if not answered). You need to take advantage of a quirk.

    Set #306 for each voice mail extension to point to itself. The call will then return to the voice mail and the mailbox will answer.

    And, remember that the initial call must be a transfer from the Auto Attendant, not a simple Intercom 74, or a transfer to 74 from another "real" extension.
    Inactive Forum User
    Thanks TTT ...

    I was trying to dial the extension directly to test ...

    Not sure that this is going to work anyway as most calls are answered by a receptionist and manually transferred ...

    I read something one time ... that I really didn't understand ... as a way of doing this ... and perhaps you could explain it to me ...

    It was something like ...

    If you have a spare extension ... and a spare incoming line port ... then you can add that extension to the call group and then loop the new extension back to the spare incoming line ...

    The VM actually is picking up on the incoming line (I believe) after so many rings ... and I guess it could be set up as a phantom mailbox ?

    TIA ...
    Tom Thiel
    [Acme Telephone Works]
    Your receptionist could transfer the caller to 777, wait until voice mail answers, then dial *874. That would send the call to the calling group, and if unanswered, it would come back to voice mail.

    The loop around option uses an extension port and a line port. You remove all line appearances from the extension, then use a line cord to plug it into the line port. Add the extension to the calling group, and put the line on someone's phone, and make that phone the call coverer of the line. Calls to the group ring that that extension/line combination as well, and if no one answers the group call, the mailbox that covers the "line" answers the call.
    Inactive Forum User
    Thanks TTT ....

    I'm still trying to figure out how I want to handle this ...

    Right now ... I've got the ACS R7 processor ... (2) 308s and the Partner Messaging R7 ...

    And although I have 6 line ports available ... sadly, I've used all of the extensions ...

    I feel a need to make it as "idiot-proof" as possible ... so I'll probably just add another card ... do the loop around ... and be done with it ...

    Would you have any preference as to whether to add another 308 ... or maybe a 012 ... since I have no shortage of line ports ?

    TIA ...
    Tom Thiel
    [Acme Telephone Works]
    Either would work for you - I guess it would depend on availability and pricing. One thing you should do is move the Messaging to the last slot and put the new module in slot 4. Otherwise, you will have a gap in your extensions when you add more phones. But that also means that you have to reprogram Hunt Group 7.
    Inactive Forum User
    Hello,

    I see there are plenty of paging speakers available for use with my avaya partnet rel 7.. Obviously the speaker/amplifier plugs into the paging port (port 5) on the switch. What color wires carrier the audio to the speaker. 2 Wires come from the avaya paging port and the other wires supply 24vDC strictly to the speaker/amplifier. Is there a diagram or a manual on how to connect this up. I'm not a voice tech but know enough about electronics to wire this up. Any help/manuals/photos/explanations are greatly appriciated.

    Thanks/John Anderson:)
    Tom Thiel
    [Acme Telephone Works]
    Hi John-

    It's always best to start a new topic, but, take a look at Valcom's self amplified speakers, here: http://www.valcom.com/techsupport/horn_ts/horns.htm

    The Page Port on a Partner ACS is a regular 4-conductor jack. The center pins, typically Green and Red, carry the audio to your amplifier or your amplified speakers. The outside pins, typically Black and Yellow, are a contact closure during the page, to control things like muting background music during the page.

    You need a power supply large enough to power your speakers, and just follow the diagram provided by Valcom to hook it up. They make it easy, by telling you how many "power units" each speaker needs, and then they have various power supplies, just pick one that is equal or greater in power units.
    Inactive Forum User
    Well ...

    I finally got another 308 and I'm starting on the loopback to make this thing work like I want ... i.e. a callgroup being answered by VM ...

    When I tried to program an AA selector code for a call group, 72, it says that the extension is unavailable ... though it works fine dialed internally ...

    Do you have to do something special to have the AA route to a call group ?

    Add an "*" or something ?

    TIA ...
    Tom Thiel
    [Acme Telephone Works]
    You will need to give 72 "Transfer Only" permission - log into the Systen Administrator's mailbox, 2 for extensions, 72# for 72, then 2 to assign transfer only permission.
    Inactive Forum User
    Thanks TTT ... that worked great !!!

    I've got my loopbacks in place ... but I still haven't got something right ...

    The idea is ... from the AA the caller selection rings a group (multiple extensions for a single person) ... if none of the group picks up ... the call reverts to the VM of that person on their desk phone ...

    I'm trying to do this for 3 different individuals ... but to keep it simple, let me show you what I've done for one ...

    By the way, I'm using the software to program the system ...

    The basic system configuration is 3 active lines, line 4 reserved for a future line ... line 5 is paging ... and 6,7, and 8 are used for the loopbacks ...

    The basic config ...




    Call group #2 - Extension 72




    With Extension 35 ...





    Looping Back to Line 6 ...



    Which I'd like to dump into the Voicemail on Extension 20 ...







    Any idea what I'm not doing right here ?

    TIA ...
    Tom Thiel
    [Acme Telephone Works]
    Does Line 6 appear on Ext. 20, with either Immediate or Delayed Ring?
    Inactive Forum User
    Well ... that was the key TTT ....

    Programming from the telephone ... it forces you to put the line you are adding to a button (with a light) ...

    When you add a line using the software ... it also adds the line to a button ...

    But ... the software will allow you to reprogram that button afterward ...

    And that was the source of my problem ...

    I figured that there wasn't any need for that button on the phone ... so I'd use it for another purpose ....

    There I go "figuring" again ...

    Thanks again for ALL of your help TTT ...

    I've pretty much got things the way that I need them now ...

    And your help and advice has been priceless !!

    Bill ...

    All Times America/New_York


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