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Administrator Guide for
Avaya Communication Manager
03-300509
Issue 4.0
Release 5.0
January 2008
© 2008 Avaya Inc.
All Rights Reserved.
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 Web site, 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
Copyright
Except where expressly stated otherwise, the Product is protected by
copyright and other laws respecting proprietary rights. Unauthorized
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 4.0 January 2008 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 comment on this book . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Chapter 1: System Basics . . . . . . . . . . . . . . . . . . . . . . . . . 23
Logging into the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Login messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Logging off the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Administering User Profiles and Logins . . . . . . . . . . . . . . . . . . . . . . . 32
Establishing Daylight Savings Rules. . . . . . . . . . . . . . . . . . . . . . . . . 32
Setting Time of Day Clock Synchronization . . . . . . . . . . . . . . . . . . . . . 34
Setting the System Date and Time . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Using the Bulletin Board . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Saving Translations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Performing Backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Chapter 2: Planning the System . . . . . . . . . . . . . . . . . . . . . . 49
Understanding Your Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Understanding the Dial Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Controlling the features your users can access. . . . . . . . . . . . . . . . . . . 57
System-wide settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Changing system parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Setting WAN bandwidth limits between network regions . . . . . . . . . . . . . . 59
Administering Treatment for Denied or Invalid Calls . . . . . . . . . . . . . . . . 61
Setting up Music-on-Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Receiving Notification in an Emergency . . . . . . . . . . . . . . . . . . . . . . . 69
Notifying a Digital Pager of an Emergency . . . . . . . . . . . . . . . . . . . . . 72
Other Useful Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Controlling the Calls Your Users Can Make and Receive . . . . . . . . . . . . . . 75
Station Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Contents
Contents
4 Administrator Guide for Avaya Communication Manager
Chapter 3: Managing Telephones . . . . . . . . . . . . . . . . . . . . . 81
Installing New Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Adding new telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Duplicating telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Using an alias . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Customizing your telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Upgrading telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Swapping telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Using ACTR to move telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Using TTI to move telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Removing telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Adding a fax or modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Adding an IP Softphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Adding an IP telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Setting up Remote Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Chapter 4: Managing Telephone Features . . . . . . . . . . . . . . . . . 129
Adding Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Telephone Feature Buttons Table . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Adding Abbreviated Dialing Lists . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Setting up Bridged Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . 162
Setting up Extension to Cellular . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Setting up Terminal Self-Administration . . . . . . . . . . . . . . . . . . . . . . . 169
Setting Up Enterprise Mobility User . . . . . . . . . . . . . . . . . . . . . . . . . 171
Chapter 5: Managing Attendant Consoles . . . . . . . . . . . . . . . . . 179
Attendant Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Adding an Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Attendant Console Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . 186
Setting Console Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Removing an Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Providing Backup for an Attendant. . . . . . . . . . . . . . . . . . . . . . . . . . 195
Chapter 6: Managing Displays . . . . . . . . . . . . . . . . . . . . . . . 197
Displaying Caller Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Displaying ANI Calling Party Information . . . . . . . . . . . . . . . . . . . . . . 197
Contents
Issue 4.0 January 2008 5
Displaying ICLID Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Changing the Display Language . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Setting up Directory Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Chapter 7: Handling Incoming Calls . . . . . . . . . . . . . . . . . . . . 215
Setting up Basic Call Coverage. . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Setting up Advanced Call Coverage . . . . . . . . . . . . . . . . . . . . . . . . . 220
Setting up Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
Setting up Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Adding Call Pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Managing Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Managing Vectors and VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Understanding Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . 298
Assigning a Terminating Extension Group . . . . . . . . . . . . . . . . . . . . . 299
Chapter 8: Routing Outgoing Calls. . . . . . . . . . . . . . . . . . . . . 301
World Class Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
Managing Calling Privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
Assigning ARS FAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Displaying ARS Analysis Information . . . . . . . . . . . . . . . . . . . . . . . . 304
Understanding ARS Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Administering Call Type Digit Analysis . . . . . . . . . . . . . . . . . . . . . . . 313
Setting up Multiple Locations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
Routing with Multiple Locations . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Modifying Call Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Overriding Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Defining ARS Partitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Setting up Time of Day Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Location by Region . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
Chapter 9: Managing Multimedia Calling . . . . . . . . . . . . . . . . . 335
Multimedia Applications Server Interface . . . . . . . . . . . . . . . . . . . . . . 335
Avaya Video Telephony Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
Multimedia Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Understanding the Multimedia Complex . . . . . . . . . . . . . . . . . . . . . . . 393
Enhanced Mode MM Complex . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409
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