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Technicians Guide

Copyright 1998 Active Voice Corporation.All rights reserved.Second edition 1998.

Active Voice is a registered trademark of Active VoiceCorporation, and Lingo is a trademark of Active VoiceCorporation.

Other brand and product names used herein are trade-marks of their respective owners.

The entire program and user interface including thestructure, sequence, selection, and arrangement of thedialog, the exclusively Yes and No choices repre-sented by 1 and 2, and each dialog message areprotected by copyrights registered in the United States andby international treaties.

Protected by one or more of the following United Statespatents: 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 CorporationSeattle, WashingtonU.S.A.

SM-LINTEC-HGD

CONTENTS iii

Contents

C H A P T E R 1

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

C H A P T E R 2

Planning the application ...................... 5Identifying the system manager ............. 6Deciding how to answer calls ................. 8Tailoring the automated attendant

to your customers site ..................... 12Completing the System Setup

Worksheet........................................ 16System Setup Worksheet ..................... 17

C H A P T E R 3

Installing the voice messagingsystem ........................................... 19Preparing to install the voice

messaging system............................ 20Telephone system requirements .......... 22Preparing the telephone system .......... 26Testing the single-line ports ................. 28Connecting Lingo to the telephone

system.............................................. 30

C H A P T E R 4

Setting up the application ................. 31Accessing the technicians

conversation .................................... 32Initializing the system ........................... 34Identifying the telephone system......... 36Choosing how to handle calls .............. 38Creating voice mailboxes ..................... 40Identifying the operators extension

and the Operator mailbox ............... 44Using Lingos fax support ..................... 46Setting system options......................... 48Special dialing characters .................... 49

Setting Lingo to perform regularmaintenance .................................... 50

Protecting Lingos data ........................ 52Changing the technicians password .... 54Learning call progress tones ................ 56Checking system information ............... 66Testing Lingo ........................................ 68Enhancing Lingos performance ........... 72

C H A P T E R 5

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

C H A P T E R 6

Remote Maintenance ........................ 79Remote Maintenance overview ............ 80Connecting to Lingo by using Direct

Connect ........................................... 81Connecting to Lingo with a modem .... 82Installing the Remote Maintenance

software on the supportcomputer ......................................... 84

Disabling the mouse ............................ 85Getting started on the support

computer ......................................... 86Setting up the support computers

phone book ..................................... 88Conducting a Remote Maintenance

session ............................................. 90Suspending and resuming a Remote

Maintenance session ........................ 92Ending a connection ............................ 93Backing up and restoring Lingo ........... 94Transferring files ................................... 98Managing files .................................... 102Restarting Lingo remotely .................. 104Tracking Remote Maintenance

sessions with the billing log ........... 106

iv LINGO TECHNICIANS GUIDE

C H A P T E R 7

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

C H A P T E R 8

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

A P P E N D I X A

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

A P P E N D I X B

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

CONTENTS

A P P E N D I X C

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

A P P E N D I X D

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

A P P E N D I X E

Using Lingos LED patterns fortroubleshooting ........................... 189Normal operation .............................. 190Startup sequence ............................... 191

Glossary ........................................... 199

Index ............................................... 207

C H A P T E R 1

Introduction

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

INTRODUCTION 1

2 LINGO TECHNICIANS GUIDE

About Lingo

Installation is quick and easy

Installing the LingoTM system is quick andeasy. With Lingo, your customer does muchof the system setup and customization, soyou handle fewer details during installation.

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

Understanding your customerstelephone system

You must be familiar with the basics of thetelephone system that you are connectingto Lingo, including how to program theavailable features. For additional informa-tion, use the Telephone System Guide.

Using the Technicians Guide

This Technicians Guide provides informa-tion essential to planning the system setupbefore you access the technicians conversa-tion. The guide is organized in a series ofeasy-to-follow chapters:

Planning the application

Installing the voice messaging system

Setting up the application

Training the system manager

INTRODUCTION 3

The System Setup Worksheet containedin the next chapter helps you obtain andorganize all of the information you needbefore you begin the actual setup.

The system manager at your customers sitecan perform most maintenance of the voicemessaging system. If a problem occurs,however, this guide also includes thefollowing troubleshooting information:

Remote Maintenance

Troubleshooting with the console

Creating system reports

ABOUT LINGO

C H A P T E R 2

Planning theapplication

PLANNING THE APPLICATION 5

Identifying the system manager .......................... 6

Deciding how to answer calls ............................... 8

Tailoring the automated attendant to yourcustomers site ................................................ 12

Completing the System Setup Worksheet ....... 16

System Setup Worksheet ................................... 17

6 LINGO TECHNICIANS GUIDE

Identifying the system manager

The system manager is your liaison withthe company and makes basic installationdecisions. Identifying a system managerand giving that person the informationnecessary to make these decisions helpsyou complete the installation quickly andeasily.

If the system manager has not already beenselected, you need to recruit a person totake on the responsibilities.

Initial duties

Help make decisions about how to setup Lingo

Configure and customize the system

Provide minimal training to the operatorand subscribers

Answer coworkers questions as theyopen their mailboxes

Answer basic questions about Lingo

See alsoTraining the system manager .................... 76

PLANNING THE APPLICATION 7

Ongoing duties

Verify that Lingo is running normally

Record holiday greetings; set holidayoperation

Add, delete, and reassign mailboxes

Set up and maintain the menu keys

Set up and maintain message groups

IDENTIFYING THE SYSTEM MANAGER

The System Managers Guide

Being system manager is easy and takesvery little time. Most of the system man-agers time is spent during the start-upprocess immediately after installation.Complete, step-by-step instructions forall system manager duties are given inthe System Managers Guide.

Encourage the system manager to readChapter 1, System overview and Chapter2, Planning your system in the SystemManagers Guide before you begin theinstallation.

If the system manager reads this material,he or she can better help you make installa-tion decisions.

8 LINGO TECHNICIANS GUIDE

Deciding how to answer calls

Before you connect Lingo to the telephonesystem, you need to answer two questions:

Will the operator answer all calls, withLingo being used for voice mail only, orwill the system help answer calls andtransfer them to internal extensions?

If the system will help answer calls (theautomated attendant feature), will itanswer all calls or only overflow calls?

Deciding whether to use call transfer

Some customers want the operator tohandle all incoming calls, using Lingoprimarily for its voice mail features. Forthese sites, you turn off Lingos call transferfeature. Lingo then acts as a voice mail postoffice, collecting and delivering voice mailmessages but not transferring calls to otherextensions.

Some customers want Lingo to help theoperator answer incoming calls and trans-fer calls to extensions. For these customers,you and the system manager need todetermine how to set up the automatedattendant.

If your customer wants the operator tohandle all incoming calls, read UsingLingo for voice mail only. If your customerchooses to have Lingo answer some or allcalls, read Using Lingos automated atten-dant, later in this chapter.

When you initialize Lingo, you indicatethe customers choices about call transferby selecting an application method. Fordetails, see Choosing how to handle calls.

See alsoTailoring the automated attendant to

your customers site ............................... 12Choosing how to handle calls .................... 38

PLANNING THE APPLICATION 9

Using Lingo for voice mail only

Your customer may want Lingo set up as anextension of the telephone system, with noexternal lines answered by Lingo. Internalcallers can check messages and leave mes-sages by dialing the voice mail extension.Outside callers can reach voice mail duringbusiness hours.

The operator can transfer the call tovoice mail manually.

If the telephone system supports callforwarding, callers can be transferredto voice mail automatically when anextension is busy or not answered.

Voice mail can also be available after busi-ness hours. If the telephone system has anight ring feature, you can program it toroute incoming calls to Lingos extension.

Later in the installation process, the systemconversation asks you to pick an applica-tion method. To turn off call transfer,choose Application Method 3: VoiceMail Only.

Note When call transfer is turned off, yourcustomer cannot use the fax detection ormenu key features.

DECIDING HOW TO ANSWER CALLS

10 LINGO TECHNICIANS GUIDE

Using Lingos automated attendant

Your customer may want Lingo to help theoperator answer and transfer calls and totransfer callers to voice mail during non-business hours. This is the automatedattendant feature.

What is the automated attendant?As an automated attendant, Lingoanswers, greets, and routes incomingcalls. Callers hear an opening greetingthat gives them instructions andoptions.

The automated attendant lets an exter-nal caller with a touchtone telephonereach a person directly by dialing anextension number. Callers who do notknow the correct extension number canuse the systems directory assistancefeature.

Lingo listens for touchtones while play-ing the opening greeting. If the callerdials a valid extension, Lingo transfersthe call, ringing that extension. A validextension is one with a correspondingvoice mailbox.

During business hours, callers whoneed personal assistance can dial 0 atany time to reach the operator. Lingoeven handles callers who are not usinga touchtone telephonefor callers whodo not respond during the openinggreeting, Lingo then transfers to theoperator automatically.

Calls can route to voice mailIf the extension is busy or unanswered,Lingo places the caller in the extensionsvoice mailbox. The caller hears a per-sonal greeting from the subscriber (Hi,this is Chris. Im away from my phoneright now...). After the personal greetingplays, the caller can leave a message.

DECIDING HOW TO ANSWER CALLS

PLANNING THE APPLICATION 11

Automatic fax routingIf Lingo hears a fax tone when itanswers, it transfers the call to a faxmachine connected to a specified faxextension. Callers can also dial the faxmachine extension and then manuallysend a fax. Your customer does not needa separate fax telephone number or adedicated external line.

Menu key shortcutsThe Lingo menu key feature lets thesystem manager create simple menusthat callers can choose from during theopening greeting. With a single touch-tone, callers can transfer to a specifiedextension (For sales, press 1.) or heara recorded message (For productinformation, press 2.). Menu keysare explained in detail in the SystemManagers Guide, Chapter 5, Main-taining your system.

The automated attendant does notreplace an operator, of course, but itdoes streamline the routine.

You and the system manager must decidehow to distribute the incoming call loadbetween the automated attendant and theoperator. The next topic, Tailoring theautomated attendant to your customerssite, helps you make this decision.

DECIDING HOW TO ANSWER CALLS

12 LINGO TECHNICIANS GUIDE

Tailoring the automated attendant to yourcustomers site

In programming the telephone systemsoftware and connecting Lingo, you controlthree variables that determine when theautomated attendant answers an outsideline:

Which external lines Lingo answers

How the external lines are grouped

How many external lines Lingo willhandle at once

This flexibility lets you tailor the automatedattendant operation to best suit your cus-tomers needs.

Which external lines Lingo will answerLingo can answer the organizations leadtelephone number (primary attendant),a secondary number (secondary atten-dant), or a line that is dedicated to Lingo(private attendant).

PLANNING THE APPLICATION 13

How external lines are groupedYou can divide the external lines intotwo groups, and connect Lingo to justone group. This isolates Lingo fromgeneral calls and makes it availableonly to subscribers, callers who dial itdirectly, and callers transferred by theoperator. In this case, Lingo functionsas a private attendant.

TAILORING THE AUTOMATED ATTENDANT TO YOUR CUSTOMERS SITE

How many external lines Lingohandles at onceAs part of programming the telephonesystem, you determine how many exter-nal lines connect to Lingo. You canallocate one line, several lines, orall available external lines.

14 LINGO TECHNICIANS GUIDE

TAILORING THE AUTOMATED ATTENDANT TO YOUR CUSTOMERS SITE

When you consider what external lines toconnect to Lingo, keep these factors inmind:

Average and peak telephone trafficIf peak traffic ties up all Lingo ports withincoming calls, subscribers cannot callin to leave and receive messages.

The number of external lines availableIf the number of external lines is limited,your customer must decide which haspriority on incoming calls: the operator,the automated attendant, or voice mailoperations.

The number of Lingo ports availableA four-port system can handle morelines than a two-port system.

The speed of the telephone systemin making transfers.Telephone systems that allow Lingoto release a call on transfer can handlehigher automated attendant traffic thanthose that must wait for a ring or ananswer.

Note

Overuse of the automated attendant cancreate two problems:

If too many ports are answering calls,subscribers may experience delays whenchecking voice mail.

For telephone systems that cannotdivert calls to the operator when allports are busy, external callers hear abusy signal or ringing without an answeruntil a port becomes free.

PLANNING THE APPLICATION 15

TAILORING THE AUTOMATED ATTENDANT TO YOUR CUSTOMERS SITE

Automatedattendantoption

Role ofautomatedattendant

Role of operator Notes

Noautomatedattendant

Not applicable

Deciding how to use the automated attendant

Handles all calls The system does not usefax detection or menukeys.

Privateattendant

Available onlyto subscribersand otherswho know thededicatednumber forLingo

Handles all calls The operator can providepersonal assistance to allexternal callers; sub-scribers can accessvoice mail directly.

This option works bestwhen your customerdoes not have periods ofheavy telephone traffic.

Secondaryattendant

Used onlyduring peakperiods; takesoverflow calls

Handles most calls The operator handlesmost callers, and hasbackup support toensure that all calls areanswered promptly.

Primaryattendant

Allows mostcallers to routethemselves tothe extensionthey want

Handles overflow callswhen all Lingo portsare busy; helps callersseeking general informa-tion or needing specialassistance

The operator can offermore personalizedattention to callerswho need it.

16 LINGO TECHNICIANS GUIDE

Completing the System Setup Worksheet

There are several additional factors that youand your customer must consider in plan-ning the system setup. Each of the setuptasks is explained in Chapter 4, Setting upthe application. That chapter explains thedecisions your customer must make aboutthe site. As you and the system managerdecide how to set up Lingo, note the deci-sions on the System Setup Worksheet.

You must complete the System SetupWorksheet before accessing the techniciansconversation for two reasons:

The conversation asks you for codes thatyou must determine ahead of time.

The worksheet provides a record of thechoices you have made, in case youneed to reinitialize the system.

After you have completed the System SetupWorksheet, program the telephone systemand then set up the voice messaging systemthrough the technicians telephone conver-sation. The technicians conversation guidesyou through all of the setup tasks withsimple questions and instructions. TheSystem Setup Worksheet reflects the struc-ture of the technicians conversation.

See alsoAccessing the technicians

conversation........................................... 32

PLANNING THE APPLICATION 17

Press For this option To do this Seepage

Your setting

4 Initialize thesystem

Select telephonesystem (four-digitcode)

Select applicationmethod

38 1 2 3

Indicate mailboxextension numbers(for example, 200220, 223, 230242)

40

Indicate extension foroperator calls

44

Indicate extension forOperator mailbox

44

Indicate fax extension 46

Set fax notification 47 On Off

5 System options Change systemoptions

48 See Appendix B

6 Technicianspassword

Change technicianspassword

54

7 Learn callprogress tones

Reset call progresstones to defaults

Manually learn tones 62 1st ext

2nd ext

34

Automatically learntones

System Setup Worksheet

64 VM port Ext

60

1

2

3

4

C H A P T E R 3

Installing thevoice messaging

system

INSTALLING THE VOICE MESSAGING SYSTEM 19

Preparing to install the voice messagingsystem ............................................................. 20

Telephone system requirements ........................ 22

Preparing the telephone system........................ 26

Testing the single-line ports ............................... 28

Connecting Lingo to the telephone system ..... 30

20 LINGO TECHNICIANS GUIDE

Preparing to install the voice messaging system

Installing and setting up Lingo are simpletasks because there are no components toinstall or configure. You simply connect theunit to your customers telephone system,plug it in to an electrical outlet, and installthe batteries.

Choosing a suitable location

The most efficient location for Lingo meetsthe following conditions:

Lingo must be near the main unit ofyour customers telephone systembecause Lingo is wired directly to it.

A short and neat wiring run is easiestto set up and maintain.

Lingo is hung on a wall so that theconnectors are on the right side andthe LEDs are clearly visible on the left.

There is ample clearance between Lingoand any other equipment so that youcan easily reach the connectors.

Lingo is relatively undisturbed butaccessible. Although Lingo itself doesnot require any maintenance, there maybe situations when you connect to it forbacking up the system, viewing thesystem screens, or creating systemreports.

Warning! Stacking anything on top of Lingomay damage it and voids the warranty. It isstrongly recommended that you hang Lingoon a wall.

Avoid areas that are:

Unusually cold (below 50F/10C).

Unusually hot (above 90F/28C).

Highly humid (above 80% relativehumidity).

Exposed to direct sunlight.

Subject to heavy vibrations.

Poorly ventilated. (The heat generatedby Lingo and other equipment canquickly raise the temperature of anenclosed space well above Lingosoperating limits.)

INSTALLING THE VOICE MESSAGING SYSTEM 21

Lingos power supply

Lingo requires electrical power that is freefrom voltage drops, surges, and relatedproblems. For this reason, avoid connectingLingo to an outlet on a circuit shared byequipment with large motorsespeciallymotors that stop and start frequently.Circuits shared by refrigerators, heatingand cooling equipment, or large photo-copiers frequently interfere with the nor-mal operation of telephone and computersystems. Always use a surge protector toconnect Lingo to the electrical circuit.

Lingo has eight AA batteries to protectits database during a power outage. Lingoautomatically monitors battery voltage andsends a message to the system managerand Operator mailbox when batteriesmust be changed.

Warning! Power fluctuations can dam-age Lingo. If your site is subject to powerfluctuations, we recommend that youconnect Lingo to a dedicated circuit ora UPS (uninterruptible power supply).

Notes

Both Lingo and the modem use trans-formers to connect to electric power.Because of these transformers size, werecommend that you connect them to apower strip.

Lingos batteries do not keep the voicemessaging system running, but they doprevent the loss of valuable databaseinformation during a power outage.

PREPARING TO INSTALL THE VOICE MESSAGING SYSTEM

22 LINGO TECHNICIANS GUIDE

Telephone system requirements

Preparing your customers telephonesystem to support Lingo is straightforward.To complete this step, you must know howto program the telephone to work withvoice mail. The Telephone System Guideprovides some programming details formany telephone systems.

After ensuring that the customers tele-phone system meets Lingos requirements,follow the instructions in Preparing thetelephone system and Testing the single-line ports later in this chapter, beforeconnecting Lingo to the telephone system.

General telephone systemrequirements

The telephone system must be equipped tosupport single-line telephones. Each Lingoport connects and operates as a single-linetelephone. A two-port system needs two,single-line telephone connections, and afour-port system needs four connectionson the telephone system.

The single-line connection points on thetelephone system are also called ports. Inother words, a Lingo port connects to asingle-line telephone port on the tele-phone system.

INSTALLING THE VOICE MESSAGING SYSTEM 23

To work with the voice messaging system,each single-line telephone port must meettwo requirements:

90 Volt AC ringing, the industry stan-dard. The single-line port must generatethis ring signal for Lingo to recognizeand answer an incoming call.

DTMF (touchtone) signals must bepassed to Lingo ports through thesingle-line port. In addition, the tele-phone system must be able to receiveand interpret the DTMF signals thatLingo transmits.

Your customers telephone system providessingle-line support in one of three ways:

Internal cards

External modules

Built-in support

Internal cardsSome telephone systems provide single-line support by using a special card thatis installed in the telephone system cabi-net. The single lines supplied by the cardare connected to the telephone systemsmain distribution frame (MDFusuallya series of punchdown terminal blocks)by using a standard Amphenol connectorand a 25-pair cable. Lingo ports connectto the telephone systems single-line portsthrough the MDF.

Some single-line cards include ACringing and DTMF signaling. In othercases, the telephone system may requirean AC ring generator, an added DTMFreceiver/generator card, or both.

TELEPHONE SYSTEM REQUIREMENTS

24 LINGO TECHNICIANS GUIDE

External modulesSome telephone systems use externalmodules to provide single-line support.The module is a small box or cabinetthat mounts on or near the telephonesystem cabinet. The module connectsto and converts one or more electronickey telephone connections to single-lineport service. The modules single linesterminate in standard modular jacks.Lingo ports connect to the telephonesystem through leads connected tothese single-line jacks.

External modules usually include ACringing and DTMF signaling support.

Built-in supportSome telephone systems arepreequipped with single-line ports.Like an external module, the single linesterminate in a standard modular jack.Lingo ports connect to these jacks withleads.

Built-in lines support AC ringing. Inmost cases, they also support DTMFsignaling. On a few systems, you mayneed to add a card or module for DTMFsupport.

Special telephone system capabilities

Lingo offers several voice mail features thattake advantage of special capabilities foundon some telephone systems. Lingos featureand the corresponding telephone systemcapabilities are described as follows.

Message notificationLingo can notify a subscriber of newmessages. It does this in one of thefollowing ways:

Activating a message waiting lamp atthe extension telephone

Activating a special dial tone at theextension telephone

Calling the extension telephone at30-minute intervals to delivermessages

Announcing that messages arewaiting when the subscriber calls thesystem

TELEPHONE SYSTEM REQUIREMENTS

INSTALLING THE VOICE MESSAGING SYSTEM 25

Call forward to personal greetingWhen call forwarding is supported,the telephone system automaticallyforwards calls to Lingo when an exten-sion is busy or unanswered. When thetelephone system forwards a call toLingo, it sends a follow-along ID. ThisID identifies the extension the call wasforwarded from. When Lingo answersthe forwarded call, it hears the follow-along ID information, and knows totransfer the call directly to theextensions voice mailbox.

Easy message accessThis feature lets a subscriber checkmessages by pressing a single buttonon the telephone. To do this, Lingotakes advantage of programmablespeed dialing offered by some tele-phone systems. The speed dial key ateach extension must be programmedto dial Lingo, wait for an answer, thensend the appropriate DTMF signals toidentify the correct mailbox andretrieve messages.

Which features does the telephonesupport?All telephone systems support someform of message notification for Lingo.Your customers telephone system mayalso support call forwarding and easymessage access. To confirm whichfeatures your customers telephonesystem supports, check the telephonesystem documentation.

TELEPHONE SYSTEM REQUIREMENTS

26 LINGO TECHNICIANS GUIDE

Preparing the telephone system

To prepare the telephone system for Lingo,follow these six steps. Depending on thetelephone system you are connecting to,you may need to perform additional steps

Install the hardware.Install the necessary single-line devicecards or modules and any special hard-ware that is needed on the telephonesystem to make it fully compatible withLingo.

Program the telephone system.Program the telephone system softwareto work with Lingo. Procedures vary fromsystem to system. Refer to your tele-phone system documentation for moreinformation. The Telephone SystemGuide contains some programminginformation for many telephonesystems.

Program individual extensions.On some telephone systems, you mustenable call forwarding and easy messageaccess at each extension.

Connect a fax machine for Lingo service.To use the Lingo fax support features,connect a fax machine to a telephonesystem extension, not an incomingtrunk line. The fax extension you usecannot have a voice mailbox. If yourcustomers telephones have letters ontheir keypads, an easily remembered faxextension number is 329, which spellsFAX on telephones with letteredkeypads.

If your customer has more than onefax machine and the telephone systemsupports hunt groups, create a huntgroup for fax service and connect thefax machines accordingly. Lingo trans-fers fax calls to the pilot extensionnumber for the hunt group.

INSTALLING THE VOICE MESSAGING SYSTEM 27

Install modular jacks for connecting theLingo ports.After you have installed the hardwareand completed telephone system pro-gramming, install standard modularjacks and connect them to the telephonesystem single-line ports. Through thesejacks, you connect the telephone systemto Lingo with standard, four-conductorleads. These jacks will also serve as testconnection points.

The Lingo voice ports use single-linemodular RJ-11 jacks. Each single-linejack carries one voice mail port. Wire themodular jacks you install to match thevoice port jacks.

The telephone system you connectto may require additional wiring. If so,complete the additional wiring beforeyou proceed.

Test the single-line ports.Use a single-line telephone to test eachof the single-line ports for correct oper-ation. There are several basic tests in thefollowing topic, Testing the single-lineports.

Wiring a single-line jack

PREPARING THE TELEPHONE SYSTEM

28 LINGO TECHNICIANS GUIDE

Testing the single-line ports

Perform the following tests before youconnect Lingo to the telephone system.These tests ensure that the telephonesystem single-line ports are functioningproperly. You can then quickly isolate andtroubleshoot any problems with the Lingosetup. For the tests, you need a standard,single-line, touchtone telephone with aringer.

Where appropriate, repeat these tests foreach telephone system single-line portthat is used as a Lingo extension. To test asingle-line port, plug the modular connec-tor from the single-line telephone into theappropriate modular jack. You use the testtelephone to simulate Lingo activity.

Test for ringing.Call the test telephone from a regularextension. If you can ring the test tele-phone connected to the single-line port,then the port is recognized by the tele-phone system and is generating a ringsignal.

Test for single-line port DTMF signaling.Use the test telephone to dial out to aregular extension. If you can reach theextension, then the telephone system isreceiving and recognizing DTMF signal-ing from the single-line port.

Test for extension DTMF signaling.Use a regular extension to call the testtelephone. Answer the test telephoneand press digits on the regular exten-sions keypad. If you can hear touch-tones at the test telephone, the exten-sion is able to send DTMF signals toLingo.

INSTALLING THE VOICE MESSAGING SYSTEM 29

Test for external line access.Use the test telephone to dial an exter-nal number. Lingo must be able toaccess external lines for its messagedelivery functions. If not, check thetelephone system programming.

Test for external line ringing assignments.Use a regular extension to simulateincoming calls. Verify that each externalcall that you programmed to ring toLingo rings the test telephone.

Test for hookflash (timed-break recall)transfers.Use the test telephone to simulatea transfer of an external call throughLingo. Have someone call the test tele-phone from an external line. Answer thetelephone, then flash the test telephoneswitch hook, and initiate a transfer to anextension. If this test fails, check thetelephone system programming.

Test for external line access at the faxextension.Go off-hook at the fax machine. Con-firm that you hear the intercom dialtone. Access an external line. Confirmthat you can reach an external numberfrom the fax extension.

TESTING THE SINGLE-LINE PORTS

30 LINGO TECHNICIANS GUIDE

Connecting Lingo to the telephone system

Before connecting Lingo to your telephonesystem, confirm that the telephone systemmeets Lingos requirements, it is prepared,and it is tested.

To connect Lingo to the telephone system

1 Connect each telephone system jack to aLingo port jack by using a four-conduc-tor lead.

2 If you are using a modem, connect it toLingo and then plug the modem in.

3 Plug in Lingo to an electrical outlet, andwait a few minutes while it completes itsstart-up routine, which is indicated onthe side of Lingo by the LEDs lighting ina series of patterns.

4 Install the eight AA batteries in Lingo.

If the LEDs do not light at all, change thebatteries. If the LEDs remain unlit, contactTechnical Support. If the system stops onone of the LED patterns, refer to AppendixE, Using Lingos LED patterns fortroubleshooting.

Notes

Lingo must have batteries installed tofunction properly. We recommend usingEveready Energizer batteries for bestresults.

Always leave Lingo plugged in whenchanging the batteries.

See alsoConnecting to Lingowith a modem ............................................ 82

C H A P T E R 4

Setting up theapplication

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 andthe Operator mailbox .................................... 44

Using Lingos fax support ................................... 46

Setting system options ....................................... 48

Special dialing characters ................................... 49

Setting Lingo to perform regularmaintenance ................................................... 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 ........................ 72

32 LINGO TECHNICIANS GUIDE

Accessing the technicians conversation

The technicians conversation is used toset up and maintain Lingo. Through thisconversation, you specify the telephonesystem, identify extensions that will havevoice mailboxes, indicate how the auto-mated attendant will work, and set upseveral other options for your customer.

The System Setup Worksheet illustrates thestructure of the technicians conversation.

Warning! The technicians conversationguides you through the entire setup andrequires you to refer to your choices on theworksheet. Before accessing the techniciansconversation, review the decisions you andthe customer made in Chapter 2, Planningthe application and the procedures in thischapter, determine all of the settings, andnote them on the System Setup Worksheet.

See alsoSystem Setup Worksheet ............................ 17Changing the technicians password......... 54

SETTING UP THE APPLICATION 33

Logging in with the technicianspassword

You can access Lingo from any telephone,either on-site or away from it. You identifyyourself as the technician by entering aspecial technicians password. The tech-nicians password is initially set to 8324(TECH on keypads with letters). For thesecurity of your customers system, youmust change the password regularly byusing the technicians conversation.

To access the technicians conversation

1 Call Lingo:

Internally, dial the extension.

From an external line, call thetelephone number Lingo is set toanswer.

2 When the opening greeting begins, enterthe technicians password.

ACCESSING THE TECHNICIANS CONVERSATION

34 LINGO TECHNICIANS GUIDE

Initializing the system

You use the system initialization part ofthe technicians conversation to indicatethe settings that define basic system oper-ations. You must indicate them beforemoving on to other parts of the conver-sation.

The specific tasks you do in the systeminitialization part of the conversation are:

Identifying the telephone system

Choosing how the system answers calls(the application method)

Identifying extension numbers

Identifying the operators extension

Identifying the fax machine extension

Setting fax notification

See alsoSystem Setup Worksheet ............................ 17Preparing the telephone system ............... 26Choosing how to handle calls .................... 38Creating voice mailboxes ........................... 40Identifying the operators extension

and the Operator mailbox ..................... 44Using Lingos fax support ........................... 46

SETTING UP THE APPLICATION 35

Warning!

Initializing the system deletes all currentsettings. The system reminds you of thiswhen you select system initialization(option 4). Before initializing, listen tothe system information (option 0) partof the conversation, and note thecurrent settings.

Severe shaking or jarring of Lingo canalso result in the loss of custom settings.It is recommended that you initializeLingo at the customers site after youhave installed it. If you set up Lingo off-site and then move it to the customerssite, archive the database before movingLingo. After you have installed Lingo, itautomatically restores the archivedinformation.

Transporting Lingo to the customerssite with the batteries installed cancause the batteries to drain quickly.Insert Lingos batteries only after youhave installed it at the customers site.

To initialize the system

1 Access the technicians conversation.

2 Select action 4 to initialize the system.

3 Press 1 to confirm that you want toinitialize.

4 Using the System Setup Worksheet as aguide, answer the questions and selectthe actions to set up each part of theinitialization.

INITIALIZING THE SYSTEM

36 LINGO TECHNICIANS GUIDE

Identifying the telephone system

Lingo contains preconfigured parametersfor working with many telephone systems.When you identify the telephone system,Lingo uses the default parameters for thespecified telephone system to ensure thatLingo performs optimally.

The telephone system code table inAppendix A indicates each telephonesystem supported by Lingo. Before access-ing the conversation to identify the tele-phone system, find the appropriate codeand note it on the System Setup Worksheet.

See alsoSystem Setup Worksheet ............................ 17Initializing the system ................................ 34Telephone System Guide

SETTING UP THE APPLICATION 37

Warning! When you initialize the system,all current settings are deleted. The systemreminds you of this when you select systeminitialization (option 4). Before initializing,listen to the system information (option 0)part of the conversation, and note thecurrent settings.

To identify the telephone system

1 Access the technicians conversation.

2 Select action 4 to initialize the system.

3 Press 1 to confirm that you want toinitialize.

4 When the system prompts you, enterthe four-digit telephone system code.

5 The system asks you to confirm yourselection. Press 1 to confirm.

IDENTIFYING THE TELEPHONE SYSTEM

38 LINGO TECHNICIANS GUIDE

Choosing how to handle calls

Lingo supports three application methods,which tell Lingo how to handle incomingcalls.

Lingo offers only the application methodssupported by your customers telephonesystem. If the telephone system does notsupport call forwarding to a personalgreeting, application method 1 is notoffered.

Applicationmethod

Automatedattendantused?

Call transfer type Note

1 Yes Release Use if the telephone systemsupports call forwarding.

2 Yes Await answer Use if the telephone systemdoes not support callforwarding.

3 No None

See alsoSystem Setup Worksheet ............................ 17Initializing the system ................................ 34

SETTING UP THE APPLICATION 39

If your customer wants to use the auto-mated attendant and the telephone systemsupports call forwarding, you usually choosemethod 1. The exception is when the tele-phone system supports call forwarding, butthe telephone extensions do not. Call for-warding usually requires both the action ofthe telephone system (to forward the call)and each extension telephone (to say Imbusy or I havent been answered). So ifyour customer is using mixed models orbrands of equipment, you might need tochoose method 2, even though Lingooffers method 1.

Note your chosen application method onthe System Setup Worksheet before access-ing the conversation to indicate yourchoice.

Warning! When you access the initializa-tion part of the conversation, all currentsettings are deleted. The system remindsyou of this when you select system initial-ization (option 4). Before initializing, listento the system information part (option 0) ofthe conversation, and note all of the currentsettings.

To choose the application method

1 Access the technicians conversation.

2 Select action 4 to initialize the system.

3 Press 1 to confirm that you want toinitialize.

4 After you identify the telephone sys-tem, the system tells you what applica-tion methods your telephone systemsupports.

5 Press the appropriate digit to indicateyour application method.

CHOOSING HOW TO HANDLE CALLS

40 LINGO TECHNICIANS GUIDE

Creating voice mailboxes

Lingo offers up to 50 subscriber voicemailboxes on a two-port system, and100 mailboxes on a four-port system.

You set up the voice mailboxes in thetechnicians conversation by indicatingthe extension numbers for which mailboxesare being created. The conversation offersto set up a range of mailboxes based ondefault extension numbers (for example,100199). You can accept this default rangeor specify another range or a series ofextension numbers.

Note The system directory is automati-cally set up during installation. Subscribersenter individual information while enroll-ing.

If the default extension numbering planincludes any extensions that your customerdoes not currently use, do not accept thesystems offer to create mailboxes based onthe default plan. Doing so makes the systemmanagers task of adding new subscribersmore difficult.

Before accessing the conversation toidentify the mailbox extension numbers,note them on the System Setup Worksheet.

See alsoSystem Setup Worksheet ............................ 17Identifying the operators extension and

the Operator mailbox ............................ 44

SETTING UP THE APPLICATION 41

Notes

Do not include the operators extensionnumber in the extension list if the num-ber is 0, because Lingo creates a specialmailbox 0 automatically. If the oper-ators extension has a different number,include it on your extension list on theSystem Setup Worksheet.

Do not include the fax extension in theextension list because it cannot have avoice mailbox.

Lingo prevents the addition of anextension number that duplicates anexisting system ID. The techniciansconversation lists the mailboxes thatcannot be added because of numberingconflicts. These conflicts can be causedby any of the following:

The automatic directory (800).

The group messaging ID (77).You can change this with systemoption 140.

Another mailbox ID.

Another subscriber ID(9+).

The technicians password.

The system managers password.

The fax extension.

CREATING VOICE MAILBOXES

42 LINGO TECHNICIANS GUIDE

To add mailboxes for the default range ofextensions

1 Access the system initialization part ofthe technicians conversation.

2 After selecting the application method,Lingo offers to create mailboxes basedon the default extension range. Press 1for Yes to add these mailboxes. After abrief pause, the system confirms thatthe mailboxes have been added.

To add a new range of mailboxes

1 Follow step 1 of the precedingprocedure.

2 When Lingo offers to create mailboxesbased on the default range, press 2 forNo.

3 Indicate the starting extension numberof the actual range, and then press .

4 Indicate the ending extension numberof the actual range, and then press .

5 Lingo asks you to confirm the range.Press 1 to confirm.

6 Lingo then asks if you would like to addanother range. Press 1 to add anotherrange. Repeat until all mailboxes areadded. After a brief pause, the systemconfirms that the mailboxes have beenadded.

CREATING VOICE MAILBOXES

SETTING UP THE APPLICATION 43

CREATING VOICE MAILBOXES

To add individual mailboxes

1 Follow step 1 and 2 for adding a newrange of mailboxes.

2 Enter the extension number of theindividual mailbox for the startingextension number, and then press .

3 Enter the same extension number forthe ending extension number, and thenpress .

4 The system asks you to confirm therange. Press 1 to confirm.

5 The system then asks if you would liketo add another range. Press 1 to addanother range. Repeat until all mailboxesare added. After a brief pause, the sys-tem confirms that the mailboxes havebeen added.

44 LINGO TECHNICIANS GUIDE

Identifying the operators extension and theOperator mailbox

Lingo needs to know the extension numberof the operators console. The actual exten-sion might be 0 (zero) or another number.In either case, Lingo transfers callers to thisextension when:

They press 0 during the openinggreeting.

They do not press any digits during theopening greeting.

If the operators extension is a numberother than 0, write this extension in the listof mailbox extensions on the System SetupWorksheet. If the operators extension is 0,do not include it in the extension listbecause Lingo automatically creates aspecial 0 mailbox. If you are unsure whichextension to assign to the operator, ask thesystem manager.

See alsoSystem Setup Worksheet ............................ 17Creating voice mailboxes ........................... 40Using Lingos fax support ........................... 46

SETTING UP THE APPLICATION 45

You also must indicate the Operator mail-box ID, which may or may not be the sameas the extension that operator calls aretransferred to. Callers are routed to theOperator mailbox when the operator isbusy or unavailable.

If the same person answers operator callsand responds to messages in the Operatormailbox, then the Operator mailbox IDneeds to be the same as the operatorsextension. Otherwise, they need to bedifferent.

To confirm or change the operators extensionand the Operator mailbox

1 Access the system initialization part ofthe technicians conversation.

2 After identifying the voice mailboxextensions, Lingo tells you the currentoperators extension setting. Press 1 tochange it or 2 to keep the currentsetting.

3 Enter the correct extension number. Thesystem confirms the number.

4 When the system tells you the currentOperator mailbox ID, press 1 to changeit or 2 to keep the current setting.

5 Enter the correct mailbox ID. Thesystem confirms the number.

IDENTIFYING THE OPERATORS EXTENSION AND THE OPERATOR MAILBOX

46 LINGO TECHNICIANS GUIDE

Using Lingos fax support

Lingos fax support requires that youconnect your customers fax machine to atelephone system extension, not an exter-nal line. Lingo needs to know the numberof the extension connected to the faxmachine.

Before accessing the technicians conversa-tion, note the fax extension on the SystemSetup Worksheet. If more than one faxmachine is connected in a hunt group,use the pilot extension number.

Notes

Omit the fax extension from the listof current extension numbers on theSystem Setup Worksheet, because thefax extension does not have a corre-sponding mailbox.

To delete a voice mailbox created forthe fax extension, use the system man-agers conversation. For information onaccessing the system managers conver-sation, see Training the systemmanager.

See alsoSystem Setup Worksheet ............................ 17Identifying the operators extension and

the Operator mailbox ............................ 44Training the system manager .................... 76

SETTING UP THE APPLICATION 47

To identify the fax extension

1 Access the system initialization part ofthe technicians conversation.

2 After identifying the operators exten-sion, Lingo tells you what the current faxextension is. Press 1 to change it or 2 touse the current setting.

3 Enter the correct extension number, andthen press . The system confirms thenumber.

Activating fax notification

If you turn on fax notification, Lingo askscallers who dial the fax extension to leavea message describing what they are faxingand for whom. This message goes to theOperator mailbox. Fax notification isinitially set to Off.

If you do not turn on fax notification, callerscan still send faxes to the fax extension, butLingo does not ask them to leave a message.

To activate fax notification

After identifying the fax extension, Lingoasks if you want fax notification turned on.Press 1 for Yes.

USING LINGOS FAX SUPPORT

48 LINGO TECHNICIANS GUIDE

Setting system options

Appendix B, Changing system options,describes many system options that affecthow Lingo works. As technician, you canchange these system options by telephone.

Many of these system options affect the wayLingo works with the telephone system. Inmost cases, you do not need to change anysystem options related to the telephonesystem. The default values set for eachtelephone system are correct for mostinstallation sites. In some cases, however,differences in telephone system program-ming or signal quality may require you tomake minor adjustments to these options.

Other system options provide a way to fur-ther customize Lingo by enabling addition-al features. Go over these features with yourcustomer to determine how to set theoptions.

System Options Worksheet

The system options are described on theSystem Options Worksheet in Appendix B.Indicate your choices before accessing thetechnicians conversation. In the conversa-tion, options are identified and confirmedby number rather than description, so youmust record your decisions on theworksheet before accessing theconversation.

To change system options

1 Access the technicians conversation.

2 When asked to select an action, press 5to change system options.

3 Enter the number of the first systemoption you want to change. The systemtells you the current setting.

4 When the system asks you to confirmthat you want to change the option,press 1 for Yes.

5 Enter the new value for the option andthen press . The system repeats thevalue you have entered.

SETTING UP THE APPLICATION 49

Some system options use special charactersto control certain functions of the telephonesystem (for example, pause, hook-switchflash, and disconnect). Because yourresponses during the technicians conver-sation are limited to the keys on the touch-tone telephone, press the following digitsto indicate the special dialing characters.

For example, to change the external lineaccess string (system option 310) to 8followed by a pause, you press 8#00.

Press these digits To indicate these dialingcharacters

To represent

#00 (;) A long pause (three seconds)

#01 (,) A short pause (one second)

#02 (Q) Disconnect

#03 #

#04

#05 (X) The subscribers extension

#06 (&) Hookswitch flash

#07 (%) Long hookswitch flash

#08 (P) Pulse dialing

#09 (T) Tone dialing

Special dialing characters

50 LINGO TECHNICIANS GUIDE

Setting Lingo to perform regular maintenance

To ensure optimum performance, Lingoneeds to shut down and restart regularly.You can instruct Lingo to automaticallyshut down and restart once each day byspecifying a scheduled maintenance timein the system options part of the tech-nicians conversation. You need to schedulethis maintenance during nonbusinesshours because Lingo is unavailable forseveral minutes while it is shut down.

If you set Lingo to perform databasearchives, it performs this task at thescheduled maintenance time as well.

See alsoProtecting Lingos data ............................... 52

SETTING UP THE APPLICATION 51

To set a scheduled maintenance time

1 Access the technicians conversation.

2 When asked to select an action, press 5to change system options.

3 When asked for the system option tochange, press 241.

4 Enter the time that you want Lingo toperform maintenance each day.

5 When asked, press 1 for A.M. or 2 for P.M.Lingo confirms the time you haveentered.

SETTING LINGO TO PERFORM REGULAR MAINTENANCE

52 LINGO TECHNICIANS GUIDE

Protecting Lingos data

Lingos eight AA batteries provide the powerto store the voice messaging systems filesduring a power outage. Lingo automaticallymonitors battery voltage, and when thebatteries need to be changed, it notifiesthe system manager in four ways:

By emitting a short alarm every fourseconds until the batteries are changed

By flashing all of Lingos LEDs on and offin unison

By warning the system manager at thebeginning of the system managersconversation

By sending a message to the Operatormailbox

Change the batteries as soon as Lingo indi-cates they are low to prevent the loss ofvaluable data.

Lingo also provides a method to archivethe database so that you can restore cus-tomized settings if there is a power outageand the batteries fail. You can set up Lingoto check the database daily and archive itwhen either of the following conditionsoccurs:

Any subscribers have been added ordeleted.

Any system options have been changed.

Lingo automatically restores the archiveddatabase when it restarts. Restoring thedatabase takes about five minutes.

See alsoSetting Lingo to perform regular

maintenance .......................................... 50Training the system manager .................... 76Backing up and restoring Lingo ................ 94

SETTING UP THE APPLICATION 53

Not all data is saved in the archived data-base. When the database is restored:

All menu keys are inactive.

All nondefault voice fields are cleared.

All mailboxes are reset to new, requiringsubscribers to personalize their mail-boxes again.

Use the system options part of the tech-nicians conversation to set up Lingoto archive the database. At the time youspecify for regular maintenance, Lingoarchives the database.

Note To save everything in the system,perform a complete system backup.

To set up database archiving

1 Access the technicians conversation.

2 When asked to select an action, press 5to change system options.

3 When asked for the system option tochange, press 240.

4 When asked whether to turn systemoption 240 on or off, press 1 to turn it onor 2 to turn it off. Turning option 240 onenables Lingo to archive the database atthe scheduled maintenance time youspecify for system option 241.

PROTECTING LINGOS DATA

54 LINGO TECHNICIANS GUIDE

Changing the technicians password

The technicians password identifies you asthe technician and gives you access to thetechnicians conversation. Because all sys-tem setup and maintenance is done in thisconversation, it is essential not only thatyou remember the technicians password,but also that you prevent others fromlearning it.

The password is initially set to 8324, (TECHon keypads with letters). For the security ofyour customers system, you must changethe password regularly. Choose a passwordthat you will not forget.

T ip To help you remember your password,use the same one on each Lingo system youinstall or use a word that you associate withthe customer.

See alsoAccessing the technicians

conversation........................................... 32Troubleshooting with the console .......... 111

SETTING UP THE APPLICATION 55

To change the technicians password

1 Access the technicians conversation.

2 When asked to select an action, press 6.

3 Enter a password between four and tendigits, and then press .

4 When asked to confirm the password,reenter the password, followed by .

If you forget your password

If you change your technicians passwordand then forget it, you can reset it to 8324(TECH) by accessing Lingo through theconsole.

To reset the technicians password to 8324(TECH)

At the command prompt, type VMTECHPASS.

CHANGING THE TECHNICIANS PASSWORD

56 LINGO TECHNICIANS GUIDE

Learning call progress tones

The tones used to identify the status ofa call vary from one telephone system toanother. These tones include dial tone,busy tone, and ring back tone. Some tele-phone systems also provide disconnect (orreorder) tone and do-not-disturb tone. ForLingo to correctly handle calls, it mustrecognize how each of these tones soundswith your telephone system. Lingo learnsthese tones when you use the learn callprogress tones feature.

After system initialization, Lingo must learncall progress tones for the site, beforehandling calls.

To learn call progress tones

1 Confirm that the transfer and recallsequences are indicated correctly inthe system options.

2 Analyze tone delays by using the ToneAnalysis Worksheet.

3 Adjust the tone delay system optionsif indicated by the worksheet.

4 Conduct the tests to learn callprogress tones on Lingo.

Note To program your telephone system,refer to the telephone system documenta-tion. The Telephone System Guide providessome programming information for manytelephone systems.

SETTING UP THE APPLICATION 57

Confirming transfer and recallsequences

Different telephone systems vary in thesequences that must be dialed to transfera caller and to return to a caller if an exten-sion does not answer an attempted transfer.For Lingo to learn tones correctly, it mustknow the correct dialing sequences forthese two functions.

To confirm the transfer and recall sequences

1 Determine the transfer and recallsequences for your telephone system.Your telephone system documentationprovides this information.

2 Using three single-line telephones,verify that these sequences work cor-rectly by simulating a transfer and arecall.

3 Access the technicians conversation.

4 Select action 5 to change systemoptions.

5 Press 370 to confirm or change thetransfer sequence.

6 Press 372 to confirm or change the recallsequence.

Analyzing tone delays

Different telephone systems vary in thelength of time elapsed before providinga tone, as well as the duration of the toneitself. To ensure that Lingo learns the cor-rect tone and that it has enough time tolearn it completely, you must first simulateeach tone and then answer the questions inthe Tone Analysis Worksheet.

Complete the worksheet before initiatingthe call progress tone tests on Lingo.

To complete the worksheet, you need:

Two analog extensions from the tele-phone system

Two single-line sets with no forwarding,second-line ringing, or camp-onenabled

A clock or watch that can measureseconds

LEARNING CALL PROGRESS TONES

58 LINGO TECHNICIANS GUIDE

Tone Analysis Worksheet

Task Result

Simulate dial tone.

Simulate busy tone.

LEARNING CALL PROGRESS TONES

1 Go off-hook on a single-line set.

2 Note how long before the dial tonebegins.

Dial tone begins immediately.

Dial tone begins after _______ seconds.Adjust system option 570.

1 Go off-hook on a single-line set.

2 Dial the other telephone.

3 Note how long before the ring backtone begins.

Ring back tone begins immediately.

Ring back tone begins after _______seconds. Adjust system option 571.

1 Go off-hook on a single-line set. Leave itoff-hook.

2 Go off-hook on the second single-lineset, and dial the busy extension.

3 Note how long before the busy tonebegins.

Busy tone begins immediately.

Busy tone begins after _______ seconds.Adjust system option 572.

3 Note whether you hear dial tone for aminimum of five seconds.

Dial tone lasts five seconds.

Dial tone lasts less than five seconds.Adjust the telephone system programming.

Simulate ring back tone.

4 Note whether you hear the ring backtone for a minimum of six rings.

Ring back tone lasts six rings.

Ring back tone lasts fewer than six rings.Adjust the telephone system programming.

Busy tone lasts six tones.

Busy tone lasts fewer than six tones.Adjust the telephone system programming.

4 Note whether you hear the busy tonefor a minimum of six tones.

SETTING UP THE APPLICATION 59

Simulate disconnect tone.

1 Go off-hook on a single-line set and dialthe other extension.

2 Answer the ringing set, and then imme-diately go on-hook.

3 Note how long before the disconnecttone begins.

T ip If you will be setting up Lingo for othersites with the same telephone system,programmed identically, you can reuse theresults recorded on the Tone AnalysisWorksheet.

LEARNING CALL PROGRESS TONES

Task Result

Disconnect tone begins immediately.

Disconnect tone begins after _______seconds. Adjust system option 573.

Simulate do-not-disturb tone.

1 Activate the do-not-disturb mode on thefirst single-line set and leave it on hook.

2 From the second single-line set, dial thefirst extension.

3 Note how long before the do-not-disturb tone begins.

Do-not-disturb tone begins immediately.

Do-not-disturb tone begins after _______seconds. Adjust system option 574.

Disconnect tone lasts five seconds or sixtones.

Disconnect tone lasts less than fiveseconds or fewer than six tones. Adjustthe telephone system programming.

4 Note whether you hear the disconnecttone for a minimum of five seconds orsix tones.

Do-not-disturb tone lasts six tones.

Do-not-disturb tone lasts fewer than sixtones. Adjust the telephone systemprogramming.

4 Note whether you hear the do-not-disturb tone for a minimum of six tones.

60 LINGO TECHNICIANS GUIDE

Adjusting tone delay system options

If there is a delay before any of the tones,you must adjust the appropriate systemoption so that Lingo waits before learningthe tone.

After you adjust these system options, youcan initiate the learn call progress tonetests.

To adjust tone delays

1 Access the technicians conversation.

2 Select action 5 to change systemoptions.

3 Enter the three-digit system optionnumber indicated on the Tone AnalysisWorksheet. The system tells you thecurrent setting.

4 To confirm that you want to change theoption, press 1 for Yes.

5 Enter the number of seconds of delaybefore the tone begins and thenpress . The system repeats the valueyou have entered.

Conducting the tests to learn callprogress tones

After completing the Tone Analysis Work-sheet and, if necessary, adjusting the tonedelays, you can initiate the call progresstone tests. There are two modes: manualand automatic.

Whether you use the manual mode orautomatic mode, it takes only a few min-utes and does not require you to exit thevoice messaging system.

Notes

While the tests are in progress, the voicemessaging system does not answer anycalls. The operator must answer all callsduring the test.

If you adjust any parameters during thetest, the technicians conversation allowsyou to reset them to the defaults.

LEARNING CALL PROGRESS TONES

SETTING UP THE APPLICATION 61

Mode Advantages and disadvantages

Manual The tests must be run on-site, using two extensions.

The tests are not affected by telephone system programming.

Automatic The tests can be run from off-site.

The tests do not work with some telephone system program-ming, such as call forwarding and camp-on options. You mustdisable these settings before conducting the tests.

The do-not-disturb tone cannot be learned.

LEARNING CALL PROGRESS TONES

Two modes for testing

62 LINGO TECHNICIANS GUIDE

Using manual mode

To use the manual mode, you need accessto two telephone extensions of the tele-phone system. You call Lingo from oneextensionthe first telephone and thetests use it and the other extensionthesecond telephone to learn each tone.

To use manual mode

1 From the first telephone, access thetechnicians conversation.

2 Select action 7 (learn call progresstones).

3 Select action 3 to use manual mode.

4 Lingo tells you if any voice mail ports areactive, and you can either try again lateror tell Lingo to disconnect all calls.

When all voice mail ports are clear,Lingo begins the test.

5 When prompted, select action 4 (dialtone), 5 (ring back tone), 6 (busy tone),7 (disconnect tone), or 8 (do-not-disturbtone), and then follow the appropriateprocedure below.

LEARNING CALL PROGRESS TONES

To learn the dial tone

Wait while Lingo learns the dial tone.

To learn the ring back tone

1 When prompted, enter the extension ofthe second telephone, and then press .Lingo confirms the extension.

2 Do not answer the second telephonewhen it rings.

3 Wait while the system learns the ringback tone.

To learn the busy tone

1 When prompted, enter the extensionnumber of the telephone you are using,and then press . Lingo confirms theextension.

2 Wait while the system learns the busytone.

SETTING UP THE APPLICATION 63

To learn the disconnect tone

1 When prompted, enter the extension ofthe second telephone, and then press .Lingo confirms the extension.

2 Answer the second telephone when itrings.

3 Wait two seconds.

4 Disconnect the second telephone, andpress 1 on the first telephone.

5 Repeat steps 2 through 4 twice, asprompted.

LEARNING CALL PROGRESS TONES

To learn the do-not-disturb tone

1 On the second telephone, activate thedo-not-disturb mode.

2 On the first telephone, select thedo-not-disturb test.

3 When prompted, enter the extension ofthe second telephone and then press .

4 Confirm the extension.

5 Press 1 to indicate that the secondtelephone is in do-not-disturb mode.

6 Wait while Lingo learns the do-not-disturb tone.

Note Your customers telephone systemmay not provide a do-not-disturb tone.

64 LINGO TECHNICIANS GUIDE

Using automatic mode

To use automatic mode, you indicate theextensions of the voice mail ports, andLingo runs each test, informing you astests begin and end.

Notes

Do not use a hunt group pilot extensionfor the tests. Use the actual voice mailport extensions instead.

Your telephone system may not providea disconnect tone. If not, Lingo willreport that the disconnect tone couldnot be learned. You can ignore thismessage.

To use automatic mode

1 Access the technicians conversation.

2 Select action 7 (learn call progresstones).

3 Select action 2 to use automatic mode.

4 Confirm the current voice mail exten-sions. If they are incorrect or haventbeen entered, enter each extension,followed by .

5 Lingo tells you if any voice mail ports areactive, and you can either try again lateror tell Lingo to disconnect all calls.

When all voice mail ports are clear,Lingo begins the test.

6 To skip any one of the tests, press asthe conversation announces that thetest is beginning.

LEARNING CALL PROGRESS TONES

SETTING UP THE APPLICATION 65

LEARNING CALL PROGRESS TONES

Handling unlearned tones

If any of the tones cannot be learned, checkthe following:

Verify that you have indicated actualextensions, and not a hunt group pilotnumber.

For automatic mode, verify that youhave identified the extensions correctlyand that they correspond to the correctport.

For automatic mode, verify that thetelephone system does not have callforwarding enabled.

66 LINGO TECHNICIANS GUIDE

Checking system information

In addition to the setup and maintenancetasks you perform through the techniciansconversation, you can also check importantinformation about the system.

The system information summary gives youthe following information:

Software version

System managers password

Telephone system code

Application method

Number of mailboxes

Operators extension

Operator mailbox ID

Fax extension

Fax notification status (on or off)

SETTING UP THE APPLICATION 67

Tip The System Setup Worksheet indicatesall of the current settings. The Check sys-tem information action lets you confirmthe settings listed on your worksheet.

To check system information

1 Access the technicians conversation.

2 When asked to select an action, press 0to listen to the summary information.

CHECKING SYSTEM INFORMATION

68 LINGO TECHNICIANS GUIDE

Testing Lingo

Now that you have initialized the system,you must test it for proper operation. Useany extension connected to the telephonesystem to perform the following eight tests:

Test Correct result Solution for incorrect result

Answering

Call the Lingo extensionfrom another extension.Then call Lingos tele-phone number froman external line.

Verify that the telephonesystem is providing linevoltage. (Test by hookingup a telephone to the voicemail port and dialing thatextension.) Adjust thetelephone system pro-gramming, if necessary.

Verify that system option120 (rings to answer) is setto answer on the first ring.

Adjust the lengths of ring-on and ring-off settingswith system options 381and 382.

Automated attendant

Call Lingo. During theopening greeting, enter avalid extension number.Check several exten-sions.

Verify that call transfer isturned on by checkingsystem option 170.

Verify the transfer initiatesequence by checkingsystem option 370.

Adjust the hookflash timewith system option 320.

Lingo answers on the firstring and plays the openinggreeting.

The extension rings.

SETTING UP THE APPLICATION 69

Test Correct result Solution for incorrect result

Port hunting

Using two or threepeople, call Lingo fromtwo or three extensionssimultaneously. Havecallers hang up duringthe greeting.

Operator transfers

Call Lingo. During thegreeting, press 0.

Confirm that the operatorsextension is set correctly.

Follow the solutions for theautomated attendant test.

Disconnect

Call Lingo. During thegreeting, enter a validextension number. Letthe extension ring.

TESTING LINGO

Each caller reaches Lingo. If the answering test is suc-cessful, check the telephonesystem programming. If theanswering test is not success-ful, follow the solutions forthat test.

The operators console ringsregardless of the actual phys-ical extension number usedby the telephone system.

If the automated attendantis enabled, Lingo places youin the voice mailbox afterringing the extension. If theautomated attendant is notenabled, Lingo places you inthe voice mailbox immed-iately. In both cases, you hearExtension is notavailable. Hang up whileLingo is speaking.

Reinitiate the test to learn thedisconnect tone.

70 LINGO TECHNICIANS GUIDE

Test Correct result Solution for incorrect result

Message notification

Call Lingo. Enter thesystem managersextension. When you aretransferred to the voicemailbox, leave a messagethat is longer than sixseconds.

Verify that you have a dial-out port by checking systemoption 130.

Verify that the owner of thetest mailbox has completedthe enrollment conversation.(Lingo does not send mes-sage notification until theenrollment conversationhas been completed.)

Verify that you have set thecorrect message indicationon and off codes by checkingsystem options 330 and 331.

Call forwarding

If the telephone systemsupports call forwardingto a personal greeting,activate it at the exten-sion you plan to test.

Simulate call for-warding on noanswer by callinganother extensionand not answering it.

Simulate call for-warding on busy bytaking an extensionoff hook and thencalling it.

TESTING LINGO

If your customers tele-phone system supportsmessage waiting indicatorsor message delivery to theextension, the extensionreceives message notifica-tion within one minute.

Lingo forwards the call tothe voice mailbox after afew rings or a busy signal.You hear Extension is not available on noanswer or busy as appropri-ate for the telephonesystem.

Check both the telephonesystem and the extensionprogramming.

SETTING UP THE APPLICATION 71

TESTING LINGO

Test Correct result Solution for incorrect result

Fax detection

Using a second fax machine,send a two-page testdocument to Lingo. Thesending fax machine mustbe in automatic mode sothat it begins transmitting afax tone as soon as Lingoanswers.

Verify that you havedesignated the correct faxextension.

Adjust CNG tones withsystem options 480through 492.

Lingo recognizes the faxtone from the sendingmachine and automati-cally transfers the call tothe fax extension.

72 LINGO TECHNICIANS GUIDE

Enhancing Lingos performance

Lingo comes with either two or four hoursof available recording space and either twoor four ports connected to the telephonesystem. You can upgrade Lingo to four hoursof recording time and to four ports withoutchanging equipment.

Note Four-port systems require fourhours of recording space. If your customerssystem is set up for two hours of recordingspace and you upgrade to four ports, youmust also upgrade to four hours of record-ing space.

See alsoAccessing the technicians

conversation........................................... 32Setting system options ............................... 48

SETTING UP THE APPLICATION 73

To upgrade Lingo to four hours of recording space or four ports

1 Determine the system identificationnumber for the Lingo unit. You can dothis in two ways:

Refer to the FCC/UL sticker on theback of Lingo. The serial number isthe system identification number.

Access the system options part of thetechnicians conversation and selectoption 600. Lingo gives the systemidentification number.

2 Contact Active Voice Sales Support andarrange the terms of the upgrade. GiveSales Support the system identificationnumber.

3 Record the system upgrade numberSales Support provides. If you upgradeboth recording space and number ofports, Sales Support provides twonumbers.

4 Access the system options part of thetechnicians conversation.

5 Do one or both of the following:

To increase recording space, enter601 to indicate the option to change.

To increase the number of ports,enter 602 to indicate the option tochange.

6 Enter the system upgrade number whenprompted.

Note After you enter a system portupgrade number for system option 602,Lingo restarts automatically when you exitthe technicians conversation or the tech-nicians screen.

ENHANCING LINGOS PERFORMANCE

C H A P T E R 5

Training thesystem manager

Training the system manager ............................. 76

TRAINING THE SYSTEM MANAGER 75

76 LINGO TECHNICIANS GUIDE

Training the system manager

You need the following items for systemmanager training:

Copies of the completed Setup Infor-mation Record (in the System ManagersGuide) and System Options Worksheet(from Appendix B, Changing systemoptions of this guide). If you madechanges to the call progress settings,you also need a copy of the completedCall Progress Options Worksheet fromAppendix B.

The Lingo unit with two voice mailboxesset up for the training session.

A working telephone set for theoperator.

A working extension telephone dedi-cated to the training session.

The System Managers Guide.

The system manager needs to understandtelephone system and voice messagingsystem concepts, terminology, and proce-dures. Pace your training session accordingto the needs and experience of the systemmanager. Keep in mind that successfulcompletion of the training session instillsconfidence in the system manager andensures the success of the installation.Include the following topics in the trainingsession.

System orientationPlug in Lingo. Familiarize the systemmanager with Lingo, pointing out themajor visible system components. If thesite uses the automated attendant, havethe system manager call Lingo to hear itanswer.

System powerExplain that Lingo has no on/off switch.If the site uses the automated attendant,have the system manager unplug Lingoand leave it unplugged until he or she isready to record an opening greeting.Show the battery compartment to thesystem manager. Explain that Lingoautomatically monitors battery voltageand notifies the system manager andthe Operator mailbox when the batteriesmust be changed. Lingo uses eight AAbatteries to store the voice messagingsystems files during a power failure.Remind the system manager to leaveLingo plugged in while changing thebatteries.

See alsoSetting system options ............................... 48Protecting Lingos data ............................... 52Backing up and restoring Lingo ................ 94System Options Worksheet ...................... 140System Managers Guide: Understanding

your system setup

TRAINING THE SYSTEM MANAGER 77

Setup Information Record and SystemOptions WorksheetReview the completed Setup Informa-tion Record and the System OptionsWorksheet with the system manager.Explain key concepts such as personalIDs and valid extension numbers.

Easy message accessIf the telephone system supports easymessage access, explain how to activateit at individual telephones. Let the sys-tem manager practice activating easymessage access at the demonstrationextension.

Call forward to personal greetingIf the telephone system supports callforward to personal greeting, explainhow to activate it at individual tele-phones. Let the system manager prac-tice activating this feature at thedemonstration extension.

Note If applicable to the telephonesystem, mention that a power failure orunplugging an extension may deactivateeasy message access or call forwarding.Explain that the system manager needsto restore these features in these twocases.

Manual transfer to voice mailAsk the system manager to plug inLingo. Explain the manual transferprocedure both from the operatorstelephone set and the demonstrationextension. Let the system managerpractice manual transfers.

Subscriber-to-subscriber messagingIf you have configured the voice messag-ing system for subscriber-to-subscribermessaging, explain that subscriberscan leave two-way messages withoutentering a personal ID. Lingo auto-matically identifies the sender of themessage.

Note If the site uses the automatedattendant, unplug Lingo when transfertraining is complete. Instruct the systemmanager to leave Lingo unplugged untilhe or she is ready to record a companygreeting and customize the system.

Database archiving and system backupExplain the database archiving andsystem backup:

Tell the system manager what isarchived and how often, and thatLingo automatically restores thearchived database if power is lost.Explain to the system manager thebenefits of an archived databasewhen recovering system data.

Explain that the system backupprovides a more complete backup,but requires more time to complete.

System handoffAnswer any questions the systemmanager may have. Conclude thetraining session by emphasizing thatLingo is quick to set up and easy to use.Make sure the system manager knowswho to call if he or she has questionsduring the customization or activationprocess.

TRAINING THE SYSTEM MANAGER

C H A P T E R 6

RemoteMaintenance

REMOTE MAINTENANCE 79

Remote Maintenance overview ......................... 80

Connecting to Lingo by usingDirect Connect ............................................... 81

Connecting to Lingo with a modem ................. 82

Installing the Remote Maintenancesoftware on the support computer ............... 84

Disabling the mouse ........................................... 85

Getting started on the support computer ........ 86

Setting up the support computersphone book .................................................... 88

Conducting a Remote Maintenance session .... 90

Suspending and resuming a RemoteMaintenance 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 sessionswith the billing log ....................................... 106

80 LINGO TECHNICIANS GUIDE

Remote Maintenance overview

The Remote Maintenance software allowsyou to troubleshoot and maintain a cus-tomers Lingo system from a second, sup-port computer. On the support computersmonitor, you can see Lingo screens thatshow how the system was set up throughthe technicians and system managers con-versations. You can connect Lingo to thesupport computer in one of two ways:

Direct Connect, connecting the supportcomputer directly to Lingo with a serialcable

Modem connection, allowing you toconnect from a remote site

With either type of connection betweenLingo and the support computer, you canperform the following tasks by usingRemote Maintenance:

View and update the Lingo system

View and download Lingos files

Create reports

Roles of the support computer andLingo in Remote Maintenance

Support computer

Used to troubleshoot problems on Lingo

Has the remote version of the RemoteMaintenance software installed

Cannot have voice messaging softwareloaded

Lingo

Runs the voice messaging system

Has the necessary Remote Maintenancesoftware already installed

Overview of tasks to use RemoteMaintenance

1 Connect to Lingo, by using eitherDirect Connect or a modem.

2 Install the Remote Maintenancesoftware on the support computer.

3 Set up the support computers phonebook.

4 Conduct the Remote Maintenancesession.

REMOTE MAINTENANCE 81

Connecting to Lingo by using Direct Connect

Requirements for connecting by using Direct Connect

Lingo

Serial cable

Null modem adapter

9-to-25 pin adapters, as needed forthe serial connection

Support computer

One available serial port

VGA monitor

Remote version of Remote Maintenance6.1j installed

Direct Connect phone book entry

82 LINGO TECHNICIANS GUIDE

See alsoInstalling the Remote Maintenance

software on the support computer ....... 84Setting up the support computers

phone book ............................................ 88

Connecting to Lingo with a modem

Requirements for connecting with amodem

Lingo

A 100% Hayes-compatible externalmodem, 9,600 baud or faster connectedto Lingo through a serial cable

An analog telephone line connected tothe modem

Support computer

A 100% Hayes-compatible modem,9,600 baud or faster installed

An analog telephone line connected tothe modem

A VGA monitor

Remote version of Remote Maintenance6.1j installed

Remote Maintenance phone book set upfor Lingo

Notes

MS-DOS with no mouse driver installedis the most reliable operating systemconfiguration for the support computer.

If Lingo is accessed sometimes bymodem and sometimes by Direct Con-nect, restart Lingo after connecting anddisconnecting the modem. At startup,Lingo looks for a modem and, if none isfound, it initializes for Direct Connect.

Industry standard modems are notcompatible with all telephone systems(PBXs). If you experience difficultyestablishing a connection, connect themodem to a direct public telephonenetwork line.

REMOTE MAINTENANCE 83

To connect an external modem to Lingo

1 Mount the modem bracket on the wallnext to the Lingo.

2 Insert the modem into the bracket, sothat the connections face Lingo.

3 Connect the serial cable to the modemand Lingo.

4 Connect the telephone line to themodem and the telephone system.

5 Plug in the modem to an electricaloutlet.

CONNECTING TO LINGO WITH A MODEM

Warning! Using the wrong transformerdamages the modem. Connect only the9-volt transformer to the modem.

6 Turn on the modem.

7 Plug in Lingo to an electrical outlet.

84 LINGO TECHNICIANS GUIDE

Installing the Remote Maintenance software onthe support computer

Before installing the Remote Maintenancesoftware, make sure the support computermeets the requirements described in thepreceding topic.

Note Lingo uses version 6.1j of RemoteMaintenance. The support computer canuse version 6.1j or higher.

To install the Remote Maintenance software onthe support computer

1 Determine which COM port the modemuses. You supply this information duringthe installation.

2 At the command prompt, go to the drivewhere you want to install the RemoteMaintenance software (for example,C:\).

3 Insert the Remote/Dealer Disk in drive Aand type A:INSTALL. Press ENTER.

4 Follow the on-screen prompts.

The installation process creates a REMOTEdirectory (for example, C:\REMOTE).Remote Maintenance is installed in thisdirectory.

See alsoConnecting to Lingo by using Direct

Connect .................................................. 81Connecting to Lingo with a modem ........