Click here to load reader

Lingo Tech Guide

  • View
    607

  • Download
    3

Embed Size (px)

Text of Lingo Tech Guide

Technicians Guide

Copyright 1998 Active Voice Corporation. All rights reserved. Second edition 1998. Active Voice is a registered trademark of Active Voice Corporation, and Lingo is a trademark of Active Voice Corporation. Other brand and product names used herein are trademarks of their respective owners. The entire program and user interface including the structure, sequence, selection, and arrangement of the dialog, the exclusively Yes and No choices represented by 1 and 2, and each dialog message are protected by copyrights registered in the United States and by international treaties. Protected by one or more of the following United States patents: 5,070,526; 5,488,650; 5,434,906; 5,581,604; 5,533,102; 5,568,540; 5,625,676; 5,651,054. Active Voice Corporation Seattle, Washington U.S.A.

SM-LINTEC-HGD

Contents

CHAPTER1

Introduction ......................................... 1 About Lingo ........................................... 2CHAPTER2

Planning the application ...................... 5 Identifying the system manager ............. 6 Deciding how to answer calls ................. 8 Tailoring the automated attendant to your customers site ..................... 12 Completing the System Setup Worksheet ........................................ 16 System Setup Worksheet ..................... 17CHAPTER3

Setting Lingo to perform regular maintenance .................................... 50 Protecting Lingos data ........................ 52 Changing the technicians password .... 54 Learning call progress tones ................ 56 Checking system information ............... 66 Testing Lingo ........................................ 68 Enhancing Lingos performance ........... 72CHAPTER5

Training the system manager ............ 75 Training the system manager ............... 76CHAPTER6

Installing the voice messaging system ........................................... 19 Preparing to install the voice messaging system ............................ 20 Telephone system requirements .......... 22 Preparing the telephone system .......... 26 Testing the single-line ports ................. 28 Connecting Lingo to the telephone system .............................................. 30CHAPTER4

Setting up the application ................. 31 Accessing the technicians conversation .................................... 32 Initializing the system ........................... 34 Identifying the telephone system ......... 36 Choosing how to handle calls .............. 38 Creating voice mailboxes ..................... 40 Identifying the operators extension and the Operator mailbox ............... 44 Using Lingos fax support ..................... 46 Setting system options ......................... 48 Special dialing characters .................... 49

Remote Maintenance ........................ 79 Remote Maintenance overview ............ 80 Connecting to Lingo by using Direct Connect ........................................... 81 Connecting to Lingo with a modem .... 82 Installing the Remote Maintenance software on the support computer ......................................... 84 Disabling the mouse ............................ 85 Getting started on the support computer ......................................... 86 Setting up the support computers phone book ..................................... 88 Conducting a Remote Maintenance session ............................................. 90 Suspending and resuming a Remote Maintenance session ........................ 92 Ending a connection ............................ 93 Backing up and restoring Lingo ........... 94 Transferring files ................................... 98 Managing files .................................... 102 Restarting Lingo remotely .................. 104 Tracking Remote Maintenance sessions with the billing log ........... 106

CONTENTS

iii

CONTENTS

CHAPTER7

APPENDIXC

Troubleshooting with the console ... 111 Console overview ............................... 112 System managers screen ................... 116 Technicians screen ............................. 118CHAPTER8

Troubleshooting system options ..... 175 Quick Diagnostic Guide ..................... 176APPENDIX D

Creating system reports .................. 121 Creating system reports ..................... 122 Viewing earlier reports ....................... 124 Usage reports .................................... 126 Call log ............................................... 128 Subscriber report ............................... 132APPENDIXA

TED Utility ....................................... 183 Using the TED Utility .......................... 184 TED commands .................................. 186APPENDIX E

Using Lingos LED patterns for troubleshooting ........................... 189 Normal operation .............................. 190 Startup sequence ............................... 191 Glossary ........................................... 199 Index ............................................... 207

Telephone system codes ................. 133 Telephone system codes .................... 134APPENDIXB

Changing system options ................ 139 System Options Worksheet ................ 140 Call Progress Options Worksheet ...... 158 System options by option number ..... 164

iv

LINGO TECHNICIANS GUIDE

C H A P T E R 1

Introduction

About Lingo ........................................................... 2

INTRODUCTION

1

About Lingo

Installation is quick and easyInstalling the Lingo system is quick and easy. With Lingo, your customer does much of the system setup and customization, so you handle fewer details during installation.TM

Using the Technicians GuideThis Technicians Guide provides information essential to planning the system setup before you access the technicians conversation. The guide is organized in a series of easy-to-follow chapters: Planning the application Installing the voice messaging system Setting up the application Training the system manager

Lingo is simple to use, so minimal training is required. People introduce themselves to the system as they use it.

Understanding your customers telephone systemYou must be familiar with the basics of the telephone system that you are connecting to Lingo, including how to program the available features. For additional information, use the Telephone System Guide.

2

LINGO TECHNICIANS GUIDE

ABOUT LINGO

The System Setup Worksheet contained in the next chapter helps you obtain and organize all of the information you need before you begin the actual setup.

The system manager at your customers site can perform most maintenance of the voice messaging system. If a problem occurs, however, this guide also includes the following troubleshooting information: Remote Maintenance Troubleshooting with the console Creating system reports

INTRODUCTION

3

C H A P T E R 2

Planning the application

Identifying the system manager .......................... 6 Deciding how to answer calls ............................... 8 Tailoring the automated attendant to your customers site ................................................ 12 Completing the System Setup Worksheet ....... 16 System Setup Worksheet ................................... 17

PLANNING THE APPLICATION

5

Identifying the system manager

The system manager is your liaison with the company and makes basic installation decisions. Identifying a system manager and giving that person the information necessary to make these decisions helps you complete the installation quickly and easily. If the system manager has not already been selected, you need to recruit a person to take on the responsibilities.

Initial duties Help make decisions about how to set up Lingo Configure and customize the system Provide minimal training to the operator and subscribers Answer coworkers questions as they open their mailboxes Answer basic questions about Lingo

See also Training the system manager .................... 76

6

LINGO TECHNICIANS GUIDE

IDENTIFYING THE SYSTEM MANAGER

Ongoing duties Verify that Lingo is running normally Record holiday greetings; set holiday operation Add, delete, and reassign mailboxes Set up and maintain the menu keys Set up and maintain message groups

The System Managers GuideBeing system manager is easy and takes very little time. Most of the system managers time is spent during the start-up process immediately after installation. Complete, step-by-step instructions for all system manager duties are given in the System Managers Guide. Encourage the system manager to read Chapter 1, System overview and Chapter 2, Planning your system in the System Managers Guide before you begin the installation. If the system manager reads this material, he or she can better help you make installation decisions.

PLANNING THE APPLICATION

7

Deciding how to answer calls

Before you connect Lingo to the telephone system, you need to answer two questions: Will the operator answer all calls, with Lingo being used for voice mail only, or will the system help answer calls and transfer them to internal extensions? If the system will help answer calls (the automated attendant feature), will it answer all calls or only overflow calls?

Deciding whether to use call transferSome customers want the operator to handle all incoming calls, using Lingo primarily for its voice mail features. For these sites, you turn off Lingos call transfer feature. Lingo then acts as a voice mail post office, collecting and delivering voice mail messages but not transferring calls to other extensio