Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							Operation 
ARS 
Callbacks 3.9 
Call Duration 
Display 3.10 When a SUPERSET or SUPERSET4DNtelephone answers a trunk 
routed from an Auto-Attendant group, the call duration display shows the 
time starting when a non-recording answers the trunk. This is consistent with 
the display for trunks from other recording applications (even though for Au- 
tomated Attendant, the time to answer in SMDR is the time to answer by the 
recording, not the set). 
Call Forwarding 
Campon 
DID/Dial-in Trunk 
Busy Rerouting 
Direct to ARS 
Recall on Default 
or Dialed 
Destination 
System 
Abbreviated Dial 
9109-094-625-NA Issue 1 Revision 1  3.8 A CO trunk normally cannot dial ARS directly and must use one of 
three ways to access ARS: forwarding, transfer or ACD Interflow. Since a CO 
trunk has no Class of Restriction (COR) number, forwarding and transfer 
therefore use the COR number of the forwarder or transferer. 
For the Automated Attendant feature, as with ACD interflow, no COR num- 
ber is provided for the CO trunk during dialing. This means toll control is un- 
restricted. CO trunks, however, are unable to dial an ARS digit string directly. 
From the automated attendant feature a CO trunk can only access ARS 
through a system speedcall number. 
Callbacks to a group are not allowed to Auto-Attendant groups. 
3.11 When a caller reaches an Automated Attendant group the caller’s cur- 
rent call forwarding history is cleared. The caller can be forwarded again to 
the maximum number of forwarding steps. This prevents problems with for- 
warding hop limits when a group is a forwarding destination. 
3.12 When all RADs are unavailable, the system camps on the caller to the 
Automated Attendant group. All device types except the console can be 
camped on to the group. Since the console is not permitted to campon to 
anything it is given busy tone and must try dialing the group again. 
3.13 The DID/Dial-in trunk busy rerouting point is not operational when 
calling an Auto-Attendant group (the trunk always camps on if the group is 
busy). The feature is operational when the caller dials from the group. 
3.14 The Direct to ARS feature applies to calls after an account code is suc- 
cessfully dialed from a group (Direct to ARS applies to all devices). An added 
application is that Analog Networking passes the account code into the net- 
work. If a caller dials an account code from a group and then with Direct to 
ARS goes to an Analog Network trunk, the digits that the caller dials from the 
group will be passed into the network. 
3.15 No recall point can be set up by the Automated Attendant feature. 
Recall on busy and no answer operate as if the feature had not been accessed, 
thus acting as if the default or dialed destination had been reached directly. 
The answer supervision given to the trunk has no effect on recall. 
3.16 Normal system operation prevents CO trunks from accessing System 
abbreviated dialing except through external call forwarding. With the Auto- 
mated Attendant feature, CO trunks can dial the system abbreviated dial ac- 
cess code. The CO trunk must have the abbreviated dial access COS option en- 
abled as is the case with other devices. 
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							Automated Attendant Application Package 
Tenanting 
SMDR 
The system allows callers to access any numbers in the system. If access is given 
to Automated,Attendant callers, the only control available is through toll 
control for ARS numbers. 
If necessary, the prefix feature can be used to restrict access from the Auto- 
mated Attendant to specific numbers. This limits the caller to dialing only a 
limited set of numbers, such as those beginning with the digits 12. 
3.17 Tenanting can be used to restrict the dialing ability of callers using 
the Automated Attendant feature. With the tenant interconnection table, 
callers can be put in a special tenant group and be allowed to dial only desig- 
nated extensions in the system. 
3.18 Incoming SMDR records indicate that the Automated Attendant fea- 
ture has been used. Table 3-l below defines the significant fields. 
Table 3-l SMDR Fields 
SMDR Field 
Called Party Purpose 
Contains the extension number of the party that an- 
swered the caller. 
Call Completion Status Indicates call completion with regards to the group 
called rather than the destination dialed or routed 
to from the Automated Attendant feature. 
Dialed Digits 
Shows the group access code and the destinations 
dialed by the caller (even if the digits dialed are in- 
valid) or the default destination (if taken). 
Dialed digits overwrite any information already in 
this field as a result of analog networking. The ac- 
cess code and digits are written to the field with a 
single blank between them. 
Time to Answer Indicates the time until answer by the RAD. This 
shows waiting times for receiver and RAD resources, 
since the trunk will only be answered when the re- 
cording is ready to be played. For UCD, ACD and 
AAO, the time to answer is the time to answer by a 
device other than the recording. 
Call Duration Time Shows the elapsed time from the when the RAD an- 
swers the call, not when a party in the PBX answers 
the call (unlike ACD, UCD and ,440). 
Sample SMDR 
Record 3.19 Below is a sample record. Trunk 001 has called in to group 123 and 
after 20 seconds is answered by a RAD in the group at 12:32. The trunk then 
dials 555 and is answered at extension 555. The trunk talks fo extension 555 
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							Operation 
and then hangs up. The total duration of the trunk call was 20 minutes and 
12 
seconds. 
123456789012345678901234567890123456789012345678901234567890123456 
06/28 12:32 00:20:12 TOO1 020 123 555 555 
If the caller arrives at a group again or after SMDR has already recorded an 
answer, no special entries are made in the record. The Auto-Attendant 
group appears as the called destination, third party etc. as would any hunt 
group. 
ANALOG NEl%ORKING 
3.20 Analog networking information in the SMDR records is overwritten 
when a trunk using analog networking accesses the Automated Attendant 
feature and dials a number. The Automated Attendant feature information 
replaces the digits already stored. 
TRAFFIC MEASUREMENT 
3.21 
. The normal Traffic measurement statistics for hunt groups are also 
available for Auto-Attendant groups. As with other recording groups that 
have listen-only conference, the busy pegs are not very useful since an unlim- 
ited number of callers are connected each time a RAD becomes free. 
The usage pegs and usage CCS indicate calls handled and RAD usage. An ad- 
ditional peg is present for Auto-Attendant groups to help diagnose receiver 
shortage problems. The skip peg shows how many times failure to get a re- 
ceiver resulted in skipping the recording and routing to the default destina- 
tion. A non- zero value in this field indicates receiver shortage problems. 
HUNT GROUPS: 
Number 
Peg SkipPeg Usage 
Busy Peg MaxtAvl 
1 6 1 123.00 
cm 1 x3 
Traffic measurement also records receiver usage from the Automated Atten- 
dant feature. The 1,2 and 3 second receiver wait pegs are not updated; the 
receiver usage peg, receiver CC5 and max/avail fields are updated. 
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							4. PROGRAMMING 
4.1 The Automated Attendant feature is enabled and controlled through 
entries in Customer Data Entry (CDE). This section lists the forms related to 
this feature, and describes the entries required on each form. 
SYSTEM OPTION FORM 
4.2 The following fields on the System Option form affect the Auto At- 
tendant feature. 
System Option 16 -Automated Attendant: Controls the availability of the 
feature. This option allows programming of Auto-Attendant groups. The 
option cannot be disabled until all groups are deleted. By default the option 
is enabled. 
System Option 59 - Receivers Reserved For Non-Auto-Attendant Use: A nu- 
meric field defining the number of receivers reserved for normal call process- 
ing. Acceptable entries are 1 to 99 or ALL. The value in this field is not re- 
stricted by the number of receivers currently in the system. 
By default the value is set to UNKNOWN when the user starts programming 
the system. The system prevents the u?er from programming any Auto-Atten- 
dant groups until this value is changed to a number from 1 to 99 or ALL. ‘UN- 
KNOWN’ is an initial value only and can never be programmed by the user. 
COS OPTION FORM 
4.3 The COS options that apply are those for members of recording hunt 
groups. Refer to the Programming section of practice 9109-094-620-NA, ACD 
TELEMARKETER Application Package, for details in setting the recording 
group COS options. 
CALL REROUTING FORM 
4.4 The UCD Recording routing and Automatic Wakeup routing entries in 
the call rerouting table cannot include an Automated Attendant group. 
HUNT GROUP FORM 
4.5 The programming of the Automated Attendant group type follows 
the programming for all other hunt group types. The distinction is in the 
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group type and options. The new group type is selected by pressing the 
GROUP TYPE and then the AUTO ATT softkeys. 
If the user has not filled in a value for the System Option 59 ‘Receivers Re- 
served For Non-Auto-Attendant Feature Use’, the user is not be permitted to 
create an Auto-Attendant group. When the ENTER key is pressed to change 
the group type, the following error message appears: 
System Option 59 must be programmed before creating an Auto-Attendant 
group 
The user must return to the System Options form and program a value for the 
option. 
The group type cannot be changed from AUTO ATT to some other group type 
unless all of the RADs in the group are either DND, busied-out or idle. Once 
the group type is set, the OPTION softkey is used to set up options on the 
group. The options for Auto-Attendant groups only appear if the group type 
is AUTO ATT. 
The fields on the Auto-Attendant group form are described below. Default 
values are also shown. To change information in the fields, scroll to the de- 
sired field and, depending upon the field, either enter the desired value or 
press the appropriate softkey. 
Name: Enter the name string (the same rules apply as for recording groups). 
Default: no name 
Message Length: Enter the message length time in minutes and seconds (the 
same rules apply as for recording groups). Default: message length = 10 set-- 
onds 
Default Destination: Enter an access code. The access code must be already 
assigned to a valid destination. Default: no default destination. 
Dialing over recording: Select the DISABLE or ENABLE softkey that is to ap- 
pear when the Dialing over Recording field is in the scroll window. 
Default: Dialing over recording enabled 
Prefix digits: Enter the digit string, containing 0 to 4 digits. Valid digits are 
O-9, * and #. Default: No prefix digits. 
Wait for Resources: Enter the time to wait in minutes and seconds (0O:OO to 
54:OO). Default: Wait for resources = 1 minute. 
If the group type is changed, all of the above information is deleted if the in- 
formation no longer applies to the new group type. Name is never lost and 
Message Length is not lost if the new group type is RECORDING. 
SAMPLE PROGRAMMING 
Basic Automated 4.6 
Attendant Feature Callers are routed to a group with a typical message: 
“Thank-you for calling the ABC company automatic attendant number. If 
you know the extension number of the person you are trying to reach, and if 
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							Programming 
you have a touch-dial phone, you may dial the number before the end of this 
message. If not, someone will be with you shortly” 
In this example, an LDN is programmed as the default destination for the Au- 
tomatic Attendant group. The LDN is assigned the name ‘ABC’, thus showing 
the attendant the name of the company that caller was attempting to reach. 
An additional group could be supplied as the illegal number routing point 
for the tenant group of the first RAD in the first group. The second group 
would have a message saying: 
“You have dialed an incorrect number. Please try again or stay on the line and 
someone will be with you shortly.” 
The default destination for the second group would be an LDN indicating a 
caller that had already misdialed a number. The illegal number routing point 
for the tenant group of the first RAD in the second group would be the same 
group itself, so that the caller would keep looping back to the same group 
when an illegal number was dialed. 
ACD Front-end 4.7 Using an ACD Front-End message, ACD callers are routed to a group 
Message with a message such as: 
“Thank-you for calling the ACME Supply House. If have a touch dial tele- 
phone, please dial 1 for housewares, 2 for seed catalogs and 9 to repeat this 
message. Otherwise, please stay on the line and an agent will be with you 
shortly.” 
The default destination for this recording group is an ACD path that handles 
unscreened calls. The recording group also has a prefix of ‘123’ programmed. 
The ACD path for housewares has the access code ‘123 1 ‘, the ACD path for 
seed catalogs has the access code ‘1232’ and the recording group itself has the 
access code ‘1239’. 
Aided External 
Dialing 4.8 Using aided external dialing, callers are routed to a group with the a 
message such as: 
“Thank-you for calling. Please dial 1 for the Atlanta office, 2 for Halifax and 3 
for Boca Raton. Otherwise, please stay on the line and the attendant will be 
with you shortly.” 
The recording group is programmed with the attendant console as the de- 
fault destination, and a prefix of 80. 
Assuming the access code for system speed dial is 80, the caller is selecting sys- 
tem speed abbreviated dial numbers. Index 1 is Atlanta, 2 is Halifax and 3 is 
Boca Raton. 
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							5. MAINTENANCE 
RAD FAILURE HANDLING 
5.1 The RAD failure handling for the Automated Attendant feature is as 
described in practice MITL9109-094-620-NA, ACD TELEMARKETER Applica- 
tion Package. 
RADs in DND 5.2 If a caller accesses an Auto-Attendant group that has all RADs in DND 
or Busy-out, the caller is immediately routed to the default destination. If the 
last RAD in a group goes out of service, the waiting callers are processed as if 
they had just accessed a group in which all of the RADs are out of service. 
Failure to Answer 5.3 If a RAD fails to answer, the caller ringing the RAD is routed to the 
default destination. The RAD is placed in DND. 
TROUBLESHOOTING GUIDELINES 
Failure to Answer 
Call Dropped 
RAD Fails to Drop 
Wrong Message 
9109-094-625-NA Issue 1 Revision 1  Problem: Call is never answered by RAD. The call always routes to the default. 
Action: 
0 Check that RAD is functioning (not all DND or busy-out) 
l Check that the RAD message length is not too short 
l Check traffic measurement for skip pegs for the group 
l Check wait for resources time for group 
Problem: Call is dropped after no number is dialed 
Action: 
l Check that default destination is programmed. 
l Check that connection is allowed from possible callers to default destina- 
tion. 
Problem: Recording does not end even though digits are dialed 
Action: insure that the option ‘Dialing Over Recording’ is enabled for that 
hunt group. 
Problem: Caller receives the wrong message 
Action: 
l Check that message was recorded correctly 
l Check that RAD is programmed correctly 
l Check that RAD is connected at correct line circuit 
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