Technicianâ€™s Guide - Nec Pro Level 1 and Lingo voicemail

Technician’s 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 customer’s 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 technician’s

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

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

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

Protecting Lingo’s data ........................ 52Changing the technician’s password .... 54Learning call progress tones ................ 56Checking system information ............... 66Testing Lingo ........................................ 68Enhancing Lingo’s 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 computer’s

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 TECHNICIAN’S GUIDE

C H A P T E R • 7

Troubleshooting with the console ... 111Console overview ............................... 112System manager’s screen ................... 116Technician’s 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 Lingo’s 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 TECHNICIAN’S 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 customer’stelephone 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 Technician’s Guide

This Technician’s Guide provides informa-tion essential to planning the system setupbefore you access the technician’s 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 customer’s 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 yourcustomer’s site ................................................ 12

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

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


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


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 Manager’s Guide

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

Encourage the system manager to readChapter 1, “System overview” and Chapter2, “Planning your system” in the SystemManager’s Guide before you begin theinstallation.

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


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 Lingo’s 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 Lingo’s automated atten-dant,” later in this chapter.

When you initialize Lingo, you indicatethe customer’s choices about call transferby selecting an application method. Fordetails, see “Choosing how to handle calls.”

See alsoTailoring the automated attendant to

your customer’s site ............................... 12Choosing how to handle calls .................... 38


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 a“night ring” feature, you can program it toroute incoming calls to Lingo’s 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


Using Lingo’s 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 system’s 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 telephone—for 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 extension’svoice mailbox. The caller hears a per-sonal greeting from the subscriber (“Hi,this is Chris. I’m away from my phoneright now...”). After the personal greetingplays, the caller can leave a message.



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 SystemManager’s 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 customer’ssite,” helps you make this decision.



Tailoring the automated attendant to yourcustomer’s 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-tomer’s needs.

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


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 CUSTOMER’S 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.



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.



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.


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 technician’sconversation 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 technician’s telephone conver-sation. The technician’s conversation guidesyou through all of the setup tasks withsimple questions and instructions. TheSystem Setup Worksheet reflects the struc-ture of the technician’s conversation.

See alsoAccessing the technician’s

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


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, 200–220, 223, 230–242)

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 Technician’spassword

Change technician’spassword

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


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 customer’s 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 customer’s 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 50°F/10°C).

• Unusually hot (above 90°F/28°C).

• 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 Lingo’soperating limits.)


Lingo’s 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 motors—especiallymotors 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.

• Lingo’s 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


Telephone system requirements

Preparing your customer’s 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 customer’s tele-phone system meets Lingo’s 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.


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 customer’s 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 system’smain distribution frame (MDF—usuallya series of punchdown terminal blocks)by using a standard Amphenol connectorand a 25-pair cable. Lingo ports connectto the telephone system’s 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


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 module’s 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. Lingo’s 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



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 theextension’s 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 customer’s telephone system mayalso support call forwarding and easymessage access. To confirm whichfeatures your customer’s telephonesystem supports, check the telephonesystem documentation.



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 yourcustomer’s telephones have letters ontheir keypads, an easily remembered faxextension number is 329, which spells“FAX” 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.


❑ 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


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-sion’s keypad. If you can hear touch-tones at the test telephone, the exten-sion is able to send DTMF signals toLingo.


❑ 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


Connecting Lingo to the telephone system

Before connecting Lingo to your telephonesystem, confirm that the telephone systemmeets Lingo’s 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 Lingo’s 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 technician’s conversation ........... 32

Initializing the system.......................................... 34

Identifying the telephone system ...................... 36

Choosing how to handle calls ............................ 38

Creating voice mailboxes ................................... 40

Identifying the operator’s extension andthe Operator mailbox .................................... 44

Using Lingo’s fax support ................................... 46

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

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

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

Protecting Lingo’s data ....................................... 52

Changing the technician’s password ................. 54

Learning call progress tones .............................. 56

Checking system information............................. 66

Testing Lingo ....................................................... 68

Enhancing Lingo’s performance ........................ 72


Accessing the technician’s conversation

The technician’s 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 technician’s conversation.

Warning! The technician’s conversationguides you through the entire setup andrequires you to refer to your choices on theworksheet. Before accessing the technician’sconversation, 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 technician’s password......... 54


Logging in with the technician’spassword

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

To access the technician’s 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 technician’s password.

ACCESSING THE TECHNICIAN’S CONVERSATION


Initializing the system

You use the system initialization part ofthe technician’s 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 operator’s 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 operator’s extension

and the Operator mailbox ..................... 44Using Lingo’s fax support ........................... 46


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 customer’s site after youhave installed it. If you set up Lingo off-site and then move it to the customer’ssite, archive the database before movingLingo. After you have installed Lingo, itautomatically restores the archivedinformation.

• Transporting Lingo to the customer’ssite with the batteries installed cancause the batteries to drain quickly.Insert Lingo’s batteries only after youhave installed it at the customer’s site.

To initialize the system

1 Access the technician’s 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


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


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




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


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 customer’s 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


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 “I’mbusy” or “I haven’t 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




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


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 thetechnician’s 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,100–199). 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 thesystem’s offer to create mailboxes based onthe default plan. Doing so makes the systemmanager’s 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 operator’s extension and

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


Notes

• Do not include the operator’s extensionnumber in the extension list if the num-ber is 0, because Lingo creates a specialmailbox “0” automatically. If the oper-ator’s 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 technician’sconversation 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+<extension>).

• The technician’s password.

• The system manager’s password.

• The fax extension.

CREATING VOICE MAILBOXES


To add mailboxes for the default range ofextensions

1 Access the system initialization part ofthe technician’s 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.




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.


Identifying the operator’s extension and theOperator mailbox

Lingo needs to know the extension numberof the operator’s 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 operator’s extension is a numberother than 0, write this extension in the listof mailbox extensions on the System SetupWorksheet. If the operator’s 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 Lingo’s fax support ........................... 46


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 operator’sextension. Otherwise, they need to bedifferent.

To confirm or change the operator’s extensionand the Operator mailbox


2 After identifying the voice mailboxextensions, Lingo tells you the currentoperator’s 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 OPERATOR’S EXTENSION AND THE OPERATOR MAILBOX


Using Lingo’s fax support

Lingo’s fax support requires that youconnect your customer’s 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 technician’s 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-ager’s conversation. For information onaccessing the system manager’s conver-sation, see “Training the systemmanager.”

See alsoSystem Setup Worksheet ............................ 17Identifying the operator’s extension and

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


To identify the fax extension


2 After identifying the operator’s 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 LINGO’S FAX SUPPORT


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 thetechnician’s 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


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.


Some system options use special charactersto control certain functions of the telephonesystem (for example, pause, hook-switchflash, and disconnect). Because yourresponses during the technician’s 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 subscriber’s extension

#06 (&) Hookswitch flash

#07 (%) Long hookswitch flash

#08 (P) Pulse dialing

#09 (T) Tone dialing

Special dialing characters


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-nician’s 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 Lingo’s data ............................... 52


To set a scheduled maintenance time



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


Protecting Lingo’s data

Lingo’s eight AA batteries provide the powerto store the voice messaging system’s 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 Lingo’s LEDs on and offin unison

• By warning the system manager at thebeginning of the system manager’sconversation

• 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


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-nician’s 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



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 LINGO’S DATA


Changing the technician’s password

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

The password is initially set to 8324, (TECHon keypads with letters). For the security ofyour customer’s 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.


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


To change the technician’s password


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 technician’s passwordand then forget it, you can reset it to 8324(TECH) by accessing Lingo through theconsole.

To reset the technician’s password to 8324(TECH)

At the command prompt, type VMTECHPASS.

CHANGING THE TECHNICIAN’S PASSWORD


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.


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.


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


Tone Analysis Worksheet

Task Result

Simulate dial tone.

Simulate busy tone.


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.


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.


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.


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


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 technician’s conversation allowsyou to reset them to the defaults.



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.


Two modes for testing


Using manual mode

To use the manual mode, you need accessto two telephone extensions of the tele-phone system. You call Lingo from oneextension—the “first telephone”— and thetests use it and the other extension—the“second telephone”— to learn each tone.

To use manual mode

1 From the first telephone, access thetechnician’s 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.


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.


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.


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 customer’s telephone systemmay not provide a do-not-disturb tone.


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


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 haven’tbeen 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.




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.


Checking system information

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

The system information summary gives youthe following information:

• Software version

• System manager’s password

• Telephone system code

• Application method

• Number of mailboxes

• Operator’s extension

• Operator mailbox ID

• Fax extension

• Fax notification status (on or off)


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


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

CHECKING SYSTEM INFORMATION


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 Lingo’s 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.



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 operator’sextension 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 operator’s 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 hear“Extension <number> is notavailable.” Hang up whileLingo is speaking.

Reinitiate the test to learn thedisconnect tone.



Message notification

Call Lingo. Enter thesystem manager’sextension. 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 customer’s 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 <num-ber> is not available” on noanswer or busy as appropri-ate for the telephonesystem.

Check both the telephonesystem and the extensionprogramming.


TESTING LINGO


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.


Enhancing Lingo’s 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 customer’ssystem is set up for two hours of recordingspace and you upgrade to four ports, youmust also upgrade to four hours of record-ing space.


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


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 thetechnician’s 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 thetechnician’s 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 technician’s conversation or the tech-nician’s screen.

ENHANCING LINGO’S PERFORMANCE

C H A P T E R • 5

Training thesystem manager

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

TRAINING THE SYSTEM MANAGER 75


Training the system manager

You need the following items for systemmanager training:

❑ Copies of the completed Setup Infor-mation Record (in the System Manager’sGuide) 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 Manager’s 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 messagingsystem’s files during a power failure.Remind the system manager to leaveLingo plugged in while changing thebatteries.

See alsoSetting system options ............................... 48Protecting Lingo’s data ............................... 52Backing up and restoring Lingo ................ 94System Options Worksheet ...................... 140System Manager’s 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 operator’stelephone 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 computer’sphone 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


Remote Maintenance overview

The Remote Maintenance software allowsyou to troubleshoot and maintain a cus-tomer’s Lingo system from a second, sup-port computer. On the support computer’smonitor, you can see Lingo screens thatshow how the system was set up throughthe technician’s and system manager’s 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 Lingo’s 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 computer’s phonebook.

4 Conduct the Remote Maintenancesession.


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


See alsoInstalling the Remote Maintenance

software on the support computer ....... 84Setting up the support computer’s

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.


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.


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 ......... 82


Disabling the mouse

You cannot use a mouse on the supportcomputer during Remote Maintenancesessions on Lingo. Disable the mouse byusing the following procedure.

Note If you installed Q release versionQ20272 (Dealer Remote Maintenance 6.1j)on the support computer, Remote MouseOperation is already set to “No.” The Qrelease number appears on the disk.

To disable the mouse

1 From the Main menu, press F9 to choose“Options Menu.”

2 Press F1 to choose “Hardware Menu.”

3 Press the SPACEBAR to change “RemoteMouse Operation” to “No.”

4 Press F10 to save your changes.


Getting started on the support computer

The remote version of Remote Mainte-nance is a terminate-and-stay-resident(TSR) program. You must load it into thesupport computer’s memory before youcan use it. You can run other programson the computer when you are not usingRemote Maintenance and access it asneeded by pressing a simple key com-bination.

You do not need to reload Remote Mainte-nance unless you restart the computer oruse the SUNLOAD command.


To do this Place the cursor here Perform this action

Load the program The root directory of drive C Type RR. Press ENTER.

Access the Main menu Any operating system directory

Or

Any screen in RemoteMaintenance

Press ALT+LEFT SHIFT.

Exit to the operatingsystem

Any screen in RemoteMaintenance

Press F10 repeatedly.

Unload the programfrom the computer’smemory

The directory where theRemote Maintenance soft-ware is located; usually thisis C:\REMOTE

Type SUNLOAD, and pressENTER.

Or

Turn off the computer.

GETTING STARTED ON THE SUPPORT COMPUTER

Actions for loading, unloading, accessing, and exiting Remote Maintenance


Setting up the support computer’s phone book

Before making a connection, you mustcreate a phone book entry for the supportcomputer. This phone book entry storesinformation you need to connect to eachLingo site that you support.

Information needed to make aconnection

• The COM port, baud, and modem typesettings used by the support computer

• The modem phone number (for modemconnections only), login, and password

Overview

The following steps describe the generalprocedure for setting up a support com-puter’s phone book. Step 1 is required. Step2 is optional.

1 Set up the default phone book entry.This entry stores the basic communica-tions settings used by the support com-puter. When you create a new entry, allsettings in the default phone book entryare copied to the new entry.

2 Create a phone book entry for eachLingo site.For each Lingo site, create a phone bookentry that stores the information neededto connect with that Lingo site.

See alsoGetting started on the support

computer ................................................ 86Conducting a Remote Maintenance

session .................................................... 90


To configure the default phone book entry

1 From the Main menu, press F2 to choose“Call Menu.”

2 Press F3 to choose “Phone Book Menu.”

3 Select “Default” from the Phone Bookmenu and press F3.

4 Press PAGE DOWN to move to the COMport section of the screen.

5 Verify that the number in the “Port” fieldis the same as the COM port you speci-fied during the software installation. Tochange the value, press P.

6 To choose the modem speed (baud),press B until the correct modem speedappears.

• If you are using a modem, choose“9,600.”

• If you are using Direct Connect,choose “19,200.”

7 To move to the modem section, press M.

8 Select the modem type the supportcomputer uses.

• If your modem is not listed, select“Hayes Extended.”

• If you are using Direct Connect,select “Direct Connect.”

Press ENTER.


SETTING UP THE SUPPORT COMPUTER’S PHONE BOOK

To create a phone book entry for Lingo

1 From the Main menu, press F2 to choose“Call Menu.”

2 Press F3 to choose “Phone Book Menu.”

3 Press F1 to begin adding an entry.

4 Type the name for this entry and pressENTER.

5 Change any information that is specificto the Lingo site.


Note The “Login” and “Password” fieldsmust be identical to those on Lingo’s phonebook entry. These are set to “support” and“voice” respectively (all lower case).


Conducting a Remote Maintenance session

Decide which of the methods below bestsupports your situation. Then follow therelated procedure to make a connection.

Three methods for connecting with thehost computer

Call menuUse this method if you connect to mul-tiple Lingo systems and have configureda separate phone book entry for each.

Voice switchUse this method when Lingo’s modemcannot be dialed directly (for example, ifan operator must transfer the call to themodem’s extension). A telephone hand-set must be connected to the supportcomputer’s modem. This option is notavailable with Direct Connect.

Quick connectUse this method if you are supportingonly one Lingo system or if you prefer totype a telephone number each time youconnect.

Note If Lingo is sometimes accessed bymodem and sometimes by Direct Connect,you must restart Lingo after connecting ordisconnecting the modem. As part of start-up, Lingo looks for a modem and, if none isfound, it initializes for Direct Connect.

See alsoSetting up the support computer’s

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

To call Lingo by using the Call menu method

1 From the Main menu, press F2 to choose“Call menu.”

2 Select the phone book entry of the hostcomputer you want to call and press F1.

3 Wait about 30 seconds for a connection.Lingo’s Banner screen appears.


To call Lingo by using the Voice switch method

1 Using a telephone connected to thesupport computer, dial the companytelephone number for the Lingo systemyou are connecting with.

2 When you have connected, ask to betransferred to the modem extensionand press F7 immediately (do not waitfor modem tone) to prepare your com-puter’s modem to communicate withLingo’s modem.


To call Lingo by using the Quick connectmethod

1 From the Main menu, press F1 to select“Quick connect.”

2 Type Lingo’s telephone number in the“Enter telephone number” field. Includeany special dialing characters. For DirectConnect, leave this field blank. PressENTER.


CONDUCTING A REMOTE MAINTENANCE SESSION


Suspending and resuming a RemoteMaintenance session

Suspending a Remote Maintenance sessionallows you to use other programs on thesupport computer without disconnectingfrom Lingo. For example, during a RemoteMaintenance session, you might want toview files on the support computer’s harddrive, and then resume the session.

Important points about suspending asession

• Always remember to resume a sus-pended session and properly disconnectfrom Lingo. Failing to do so might causeLingo to restart abruptly.

• You continue to incur long-distancecharges if connected by a long-distancecall.

• During a suspended session, the sup-port computer no longer controls Lingo.

To suspend or resume a Remote Maintenancesession

1 From the Main menu, press F8 to choose“Support menu.”

2 Press F1 to choose “Suspend/Resume.”

See alsoEnding a connection .................................. 93


Ending a connection

You must disconnect properly from Lingo.If you do not disconnect by using theprocedure below, one of the followingoccurs:

• Lingo’s telephone line is not released.

• Lingo abruptly restarts. Callers usingLingo are disconnected.

To disconnect from Lingo

From the Main menu, press F6 to choose“Hangup.”


Backing up and restoring Lingo

Lingo’s backup utility provides a way tostore the entire voice messaging system,including all messages, greetings, and menukeys. This is a complete backup, differentfrom the database archive. It takes as muchas two hours to complete at a 14,400-baudrate and requires a support computer con-nected to the Lingo unit. So you might docomplete backups less frequently.

It is recommended that you back upthe system completely after greetings arerecorded, menu keys are set up, and sub-scribers are enrolled. Thereafter, performbackups after making significant changesto any of these parts of the system. Performdatabase archives on a more regular basis tosave other custom settings, such as systemoptions.

See alsoProtecting Lingo’s data ............................... 52Setting up the support computer’s

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


BACKING UP AND RESTORING LINGO

Overview of tasks for backing up andrestoring

1 Access Lingo’s backup utility by usingRemote Maintenance.

2 Create a backup phone book entry.

3 Back up Lingo.

4 Restore Lingo.

To access Lingo’s backup utility

1 Connect to Lingo using Remote Mainte-nance.

2 Shut down the voice messaging systemand go to Lingo’s command prompt.

3 Disconnect the support computer fromLingo by pressing F6.

4 Exit to the support computer’s com-mand prompt by pressing ESC.

5 At the command prompt, type BACKUPand press ENTER.

6 Select “Backup system,” “Restoresystem,” “Configure,” or “Exit” andpress ENTER.



To create a backup phone book entry

1 Access the backup utility.

2 From the backup utility’s Main menu,type 3 to select “Configure” and pressENTER.

3 The current phone book entry settingsappear, and you are asked if you wouldlike to change them. If yes, type Y andpress ENTER.

4 Each setting is presented with on-screenHelp about choosing the correct setting.For each setting, type the correct valueor, if you do not want to change it, typeN and press ENTER.

5 Confirm your new settings as prompted.You are returned to the utility’s Mainmenu.

Note You only need to create a backupphone book entry before you back up Lingothe first time and if you need to makechanges to any phone book settings.

To perform a system backup


2 From the backup utility’s Main menu,type 1 to select “Backup System” andpress ENTER.

3 When prompted, type the completepath of the directory on the supportcomputer into which the system willbe backed up and press ENTER.

4 When asked to confirm, type Y if thepath for the backup directory on thesupport computer is correct, and pressENTER. The backup utility connects toLingo and copies all voice messagingsystem files to the backup directory.



To restore a system backup


2 From the backup utility’s Main menu,type 2 to select “Restore System” andpress ENTER.

3 When prompted, type the completepath of the directory where the backupvoice messaging system files are savedon the support computer and pressENTER.

4 When asked to confirm, type Y if thepath for the backup directory is correctand press ENTER. All voice messagingsystem files are then copied from thebackup directory to Lingo.


Transferring files

You can transfer a copy of a file from Lingoto the support computer during a RemoteMaintenance session. The original fileremains on Lingo.

During most file transfers, Lingo continuesto answer calls. However, to transfer or viewany of the following files, shut down thevoice messaging software and go to thecommand prompt:

• Database files (AV*.* files)

• Executable files (*.EXE)

• The current day’s REPLOG file(REPLOG.PRN)

Warning! If changes are made to any ofLingo’s files, the system will not restartunless the system’s file list is updated. Ifyou edit a file on Lingo, go to the commandprompt, type D:\ and press ENTER. Thentype VMUTIL MAKELIST and press ENTER.

T ip To edit a file, use Lingo’s TED utilityrather than transferring the file to the sup-port computer. For details on the TEDutility, see Appendix D, “TED Utility.”

When you might transfer files

Direction of transfer Purpose

From Lingo to the support computer To print reports

From the support computer to Lingo • To replace a file containing a defect withone that corrects the defect

• To install custom recordings


Task overview

1 Set the file transfer options.

2 Change the directory.If necessary, change the directory onthe support computer or Lingo.

3 Transfer the files at the File Menuscreen.Use the File Menu screen to transferthe files from Lingo to the supportcomputer.

Setting the file transfer options

There are three file transfer options thataffect how file transfers are conducted.

File compressionSet this option to “Off” because themodem already compresses the files.

Overwrite verifyWhen this option is set to “On,” you areprompted to confirm a file transfer if thetransferred file replaces an existing filewith the same name.

Overwrite duplicate filesThis option allows you to controlwhether the system replaces an existingfile with a transferred file that has thesame name. The possible settings are“Always” (always replaces an existing filewith a transferred file), “Older” (onlyreplaces an existing file if it is older thanthe transferred file), and “Never” (neverreplaces the existing file).

TRANSFERRING FILES


To set the file transfer options

1 From the Main menu, press F3 to viewthe list of all files.

2 Press F2 to choose “File Menu.”

3 Press F8 to choose “Options.”

4 Set each file transfer option as neededby selecting it and pressing THE SPACEBAR.


To change the directory

1 Place the cursor on the side of the FileMenu screen where you want to changethe directory.

2 Press F2 to choose “Menu.”

3 Press F3 to choose “Change Drive/Directory.”

4 Type the name of the drive and directoryyou want to change to. Press ENTER.

To transfer files

1 From the Main menu, press F3.

2 Go to the directory where the sourcefiles exist.

3 Place the cursor on the side of thescreen where the source files appear.

4 Select each file to be transferred byplacing the cursor on the file nameand pressing THE SPACEBAR.

5 Verify that the arrow centered betweenthe two sides is pointing toward thedestination side.

6 Verify that the directory displayed onthe destination side is where you wantto transfer the files.

7 Verify that the “Files selected” field atthe bottom of the screen displays thecorrect number of files to be transferred.

8 Press F1 to start the transfer.

9 Verify that the transfer is complete byconfirming that the “Percent complete”field displays “100%.”

See alsoGetting started on the support

computer ................................................ 86Managing files .......................................... 102

TRANSFERRING FILES


The File Menu screen is where you initiate file transfers.

D The source filesThe source files are always on the sideof the screen where you place the cursor.This list contains the files you want totransfer. In this example, the source filesare on the right because the destinationarrow points to the left.

E The destination filesThis is the directory where the files arebeing transferred to. Do not place thecursor here. In this example, the desti-nation files are on the left.

TRANSFERRING FILES

A Local sideThe left side of the File Menu screen liststhe directory and files on the supportcomputer.

B Host sideThe right side of the File Menu screenlists the directory and files on Lingo.

C The destination arrowThis arrow points to the destination sideof the screen. The arrow changes direc-tion depending on the side of the screenwhere you place the cursor.

A

E

BC

D


Managing files

From the File Menu screen, you can dothe following tasks for either the supportcomputer or Lingo:

• Delete files

• View files

• Make new directories

To delete files

1 At the File Menu screen, place the cursoron the name of the file you want todelete and press ENTER.

2 Press F2 to display the File menu.

3 Press F6 to choose “Delete files.”

4 Follow the on-screen prompts to deletethe file.

See alsoTransferring files ......................................... 98


To view files

1 At the File Menu screen, place the cursoron the name of the file you want to viewand press ENTER.


3 Press F5 to choose “View files.” Thecontents of the file scroll. Press theSPACEBAR to pause or restart scrolling.

To make a directory

1 At the File Menu screen, place the cursoron the side of the screen where you wantto create a new directory.

2 Verify that the drive and directorydisplayed is where you want to createa new directory.


4 Press F4 to choose “New directory.”

5 Type the name of the new directory andpress ENTER.

6 Press F10 to exit the file.

MANAGING FILES


Restarting Lingo remotely

At times, you may need to restart Lingoduring a Remote Maintenance session. Forexample, if Lingo is not answering calls, andno one is available to restart Lingo, you canuse Remote Maintenance to bring thesystem back on line.

When you restart Lingo remotely, theRemote Maintenance connection is ended.Wait about two minutes for Lingo to restartbefore reestablishing a connection.

Note These steps are necessary only if youare not at the site where Lingo is located. Torestart Lingo locally, simply unplug it, waitten seconds, and plug it back in.


To restart Lingo from the support computer

1 Shut down the voice messaging systemand go to Lingo’s command prompt.

2 Press ALT+LEFT SHIFT to access theRemote Maintenance Main menu.

3 Press F8 to choose “Support Menu.”

4 Press F3 to choose “Host Reboot.”

5 Type Y and press ENTER to confirm.Lingo restarts and the connectionis ended.

6 Press F10 to exit.

RESTARTING LINGO REMOTELY


Tracking Remote Maintenance sessions with thebilling log

You can track information about RemoteMaintenance sessions by using the billinglog feature. The billing log stores thefollowing information about eachconnection:

• The name and telephone number ofLingo

• The identification code of the personwho conducted the session

• Comments about the session

• The date the call occurred

• The start time, end time, and elapsedtime of the connection

T ip Since the billing log is a text file, youcan import this file into database, spread-sheet, or word processing programs toformat or examine the data.

Characteristics of the billing log file

• The file is a text file consisting of fixed-length records.

• Each record contains ten fields thatstore information about a single RemoteMaintenance connection.

• Each record is separated by a carriagereturn.

• The file is stored in the Remote Mainte-nance directory.


Fields in each billing log record

Field Description

Operator ID Three alphanumeric characters that identify who conductedthe Remote Maintenance session.

Name The name of the Lingo system as it appears in the supportcomputer’s phone book entry.

Description The field used to keep notes about the session. You can typeup to 27 characters.

Telephone number Lingo’s telephone number as it appears in the supportcomputer’s phone book entry.

Direction of theconnection

The entry “ORIG,” indicating that the support computermade the call.

Date The date the call was made in mmddyy format.

Day of week The weekday the call was made: 1 = Monday, 2 = Tuesday,and so on.

Start time The time the connection was made.

End time The time the connection ended.

Elapsed time The total time of the Remote Maintenance connection.

TRACKING REMOTE MAINTENANCE SESSIONS WITH THE BILLING LOG


Task overview

The following explains the general proce-dure for tracking Remote Maintenancesessions with the billing log. Refer to thedetailed procedures for specific instructionson how to use the billing log.

1 Turn on the billing log.While the billing log is on, a new recordis added to the billing log each time youmake a connection with Lingo.

2 Update the billing log file when youdisconnect from Lingo.Each time you disconnect from Lingo,you are prompted to update the recordthat contains information about thatconnection.

3 Turn off the billing log.

To turn on the billing log


2 Press F2 to choose “Billing log.”

3 Type a name or use the default name,SESSION.LOG, for the billing log file.Then press ENTER.

4 Type a three-character operator ID.

5 Make a connection with Lingo.




To update the billing log when you end aconnection

1 Press F6 to disconnect from Lingo.

2 When prompted, update the “OperatorID,” “Name,” and “Description” fields asneeded.

T ip You can type comments about thesession in the “Description” field.

To turn off the billing log


2 Press F2 to choose “Billing log.”

3 When you see the message “Billing LOGis Active! Turn it off[Y/N]?” press Y.

C H A P T E R • 7

Troubleshootingwith the console

TROUBLESHOOTING WITH THE CONSOLE 111

Console overview .............................................. 112

System manager’s screen ................................. 116

Technician’s screen ............................................ 118


Console overview

The Lingo screens show all of the settingsyou have configured through the technician’sand system manager’s conversations. If yourcustomer’s system behaves unexpectedly, itmight be easier to identify the reason forthe unexpected behavior when you viewthe entire system configuration.

The Banner screen is the first screen thatyou see when you access Lingo. From theBanner screen, you can view system statusand access the system manager’s andtechnician’s screens.


System status

You find system status information on thefirst line of the Banner screen. Availableports and port status appear on the leftside of the line. The system time, schedulemode, and date are on the right side.

The second line displays the function keysthat are active on this screen.

Troubleshooting system settings

To view each of the settings for the site,you log in from the Banner screen. Thepassword that you enter when you login (the technician’s or system manager’s)determines which screen appears.

CONSOLE OVERVIEW


To log in to Lingo

1 From the Banner screen, press F2.

2 Type the technician’s password (initially8324) to view the technician’s screen, orthe system manager’s password (initially797647) to view the system manager’sscreen.

T ip If you log in using the technician’spassword, you can toggle between the tech-nician’s and system manager’s screens bypressing CTRL+LEFT ARROW and CTRL+RIGHT

ARROW.

Screen navigation

You can navigate the system manager’sscreen and the technician’s screen by usingthe indicated keys.

CONSOLE OVERVIEW


Navigating with keys

Key Effect

F1 Access the Reports menu.

F2 From the Banner screen, sign in. From any voice field, display the copy options.

F3 Select the port from which you want to establish a local connection.

F4 Establish a local connection.

F5 Expand the field to enter data.

F6 Move from the first field in one section to the first field in the nextsection.

F8 Expands the “Mailbox maintenance” area so you can add mailboxes.

TAB Move forward to the next field displayed on the screen.

SHIFT+TAB Move backward to the prior field displayed on the screen.

LEFT ARROW Move to the left one character. If you are at the beginning of a field,it moves the cursor backward to the prior field.

RIGHT ARROW Move to the right one character. If you are at the end of a field,it moves the cursor forward to the next field.

UP ARROW Move to the closest field above the current field.

DOWN ARROW Move to the closest field below the current field.

ESC Exit the current field without saving the change.

Or

Return to the Banner screen.

CTRL+LEFT

ARROW andCTRL+RIGHT

ARROW

If logged in with the technician’s password, toggle betweentechnician’s screen and system manager’s screen.

CONSOLE OVERVIEW


System manager’s screen

The system manager’s screen allows youto review and change mailboxes, messagegroups, greetings and menus, the systemschedule, the system manager’s password,operator settings, and fax settings.

The System Manager’s Guide providescomplete information on configuring eachof the settings on this screen. Viewing thesystem setup might help identify the reasonfor unexpected system behavior with, forexample, mailbox maintenance and menukeys.

See alsoSystem Manager’s Guide: Maintaining your

system


Mailboxes

If the system is nearing its storage capacity,you can review the number and length ofmessages for each subscriber from thissection of the system manager’s screen.

Note For organizations using a first-namedirectory, when prompted for a subscriber’sname, enter the first name in the last-namefield and the last name in the first-namefield.

Menus

If a problem occurs with a system menu,it is helpful to view the menu structurefrom this screen. You can ensure that themenus are linked correctly and that menukeys set up for routing go to the intendedmailbox ID.

SYSTEM MANAGER’S SCREEN


Technician’s screen

The technician’s screen allows you toreview and change the telephone systemcode, operator settings, fax settings, systemoptions, and the technician’s password. Youcan also instruct Lingo to learn call progresstones.

System options

One area where viewing the system setupcan be very helpful in identifying reasonsfor unexpected behavior is the systemoption area. Appendix B, “Changing sys-tem options” describes system options andincludes a worksheet, allowing the techni-cian to document the option settings attime of installation.

See alsoSetting up the application ......................... 31


TECHNICIAN’S SCREEN

Call progress options

Each time the voice messaging systemplaces a call, it listens for a ring back orbusy signal to monitor the progress ofthe call. If you need to troubleshoot a callprogress problem, the call progress sectionof Appendix B, “Changing system options”gives you a complete list of the options thatcontrol this process.

Other settings on the technician’sscreens

For information about changing thetelephone system code, operator settings,the system schedule, fax settings, or thetechnician’s and system manager’s pass-words, see Chapter 4, “Setting up theapplication.”

C H A P T E R • 8

Creating systemreports

CREATING SYSTEM REPORTS 121

Creating system reports ................................... 122

Viewing earlier reports ...................................... 124

Usage reports .................................................... 126

Call log ............................................................... 128

Subscriber report .............................................. 132


Creating system reports

Lingo can provide a lot of informationabout your customer’s incoming and out-going telephone calls. Using a computerwith a keyboard, monitor, and RemoteMaintenance, you can create three differ-ent types of reports:

• Usage reports

• Subscriber reports

• Call log

Note A fourth report option, “Previousreport,” allows you to view or copy reportscreated earlier, as well as .TXT files such asAUTOEXEC.BAT.

Each day, Lingo creates a file to store dataabout its actions and call traffic. The systemuses this file to create your reports.

You can use the information from thesereports to help identify the voice mes-saging and telephone system needs of theorganization.

You can view reports or copy them to a fileand then print them.

See alsoViewing earlier reports ............................. 124


To create a report

1 From the technician’s or system man-ager’s screen, press F1 to access theReports menu.

2 Choose a report from the menu: Usage,Directory, Call log, or Previous report.

3 Indicate any special parameters asprompted, such as subscriber’s name,system ID, or starting and ending datefor the report.

4 Select the form of the report; forexample, usage graph or table.

5 Select the report output: display onthe screen or copy to a file.

Warning! Each time you exit to the Bannerscreen, Lingo deletes any reports that youhave generated, unless you save them withnew file names.

T ip You can view a graph or table for aprevious day by indicating the appropriatedate when creating the report.

To save a report with a new file name

1 From the Output menu, select “Copy”and press ENTER.

2 Change the file name that appears. Forexample, change SUBSCRIB.RPT toSUB6597.RPT. Press ENTER.

To print a report

1 From the Remote Maintenance Mainmenu, press F4 for the Print menu.

2 Press F1 for “Remote print options.”

3 Press F4 for “Output spool file.”

4 Type the file name of the report youwant to print and press ENTER.

CREATING SYSTEM REPORTS


Viewing earlier reports

The “Previous report” command enablesyou to view three types of files:

• You can display or copy a report youcreated earlier and saved with a new filename.

• You can display or copy other ASCII textfiles, such as README andAUTOEXEC.BAT files.

• You can recreate a Call log for an earlierdate, within the number of days speci-fied in system option 220.

Note You can also recreate a Call log, aswell as any other report, for an earlier date,by following the steps in “To create a report”earlier in this chapter, and specifying anearlier date.


To view an earlier report

1 From the Reports menu, select “Previousreport” and press ENTER.

2 When prompted, type the file name forthe report or text file you want to displayand press ENTER.

To request a Call log for an earlier date,use the following file name format:REPLOG<day of month>.<month ofyear>.

3 Select the output and press ENTER.

VIEWING EARLIER REPORTS


Usage reports

Usage reports show you how much Lingo isbeing used over time. When you create thereport, you specify a range of days to beincluded. You also have the followingoptions:

• You can create a Usage report for anindividual subscriber, extension ID,system ID, or the entire voice mes-saging system.

• You can format the report as a bar graphor a table.

T ip You can create a Usage report thatshows message box usage only (calls fromoutside callers) by creating the report forextension IDs.

Usage report bar graph

A Usage report bar graph for a subscribershows all usage for that mailbox.

The Usage report bar graph for the entirevoice messaging system shows the per-centage of each hour that Lingo’s ports werein use. This percentage equals the numberof minutes the ports were busy, dividedby the number of minutes they could havebeen busy (the number of ports times 60minutes).

Usage report table

The Usage report table for a subscriber,extension ID, system ID, or the entire voicemessaging system shows the number ofcalls by port and the number of minuteseach call lasted.

Note “Day” refers to the hours between6:00 A.M. and 6:00 P.M., and “Night” refersthe hours between 6:00 P.M. and 6:00 A.M.


USAGE REPORTS

Sample subscriber Usage rSample subscriber Usage rSample subscriber Usage rSample subscriber Usage rSample subscriber Usage reporeporeporeporeport bar grapht bar grapht bar grapht bar grapht bar graph

Sample system Usage rSample system Usage rSample system Usage rSample system Usage rSample system Usage reporeporeporeporeport bar grapht bar grapht bar grapht bar grapht bar graph

Sample subscriber Usage rSample subscriber Usage rSample subscriber Usage rSample subscriber Usage rSample subscriber Usage reporeporeporeporeport tablet tablet tablet tablet table


Call log

The Call log gives you a record of every callLingo answers, dials, or transfers. You cancreate the Call log for the entire system, anindividual subscriber, or an individual sys-tem ID. When you create the Call log, Lingocreates an ASCII file called REPLOG.PRN.

T ip You can transfer the ASCII file to thesupport computer by using Remote Mainte-nance and then import the file into a data-base or spreadsheet program for furtheranalysis.


Each rEach rEach rEach rEach recorecorecorecorecord in the Call log is divided into fields of data separated by commas.d in the Call log is divided into fields of data separated by commas.d in the Call log is divided into fields of data separated by commas.d in the Call log is divided into fields of data separated by commas.d in the Call log is divided into fields of data separated by commas.

CALL LOG


CALL LOG

Field name Description

Port Voice messaging system port answering this call

Date Date of call in yy/mm/dd format

Time Time of call in hh:mm:ss format

Length of call Duration of call in seconds

Origin Origin of call:

A—Answered incoming call/Collision

C—Continued (call restarted)

D—Dialed out

Type of call How call originated:

Owner—Call from a subscriber

Msgbox—Call for a message box

Public—Public call

Xfer op—Transfer to operator

Xfer id—Operator ID transfer

Bad ID—Caller entered an invalid ID

Bad SC—Subscriber entered an invalid security code

Restart—Voice messaging system restarted

Shutdown—Voice messaging system stopped

<Phone #>—Voice messaging system placed a call but didnot contact anyone, or dialed out to light a message waitinglamp

FAILURE—System failure occurred; failure codes in follow-ing format: (Mn-c) (Et-s) (Dd). Contact Active Voice Techni-cal Support.


Field name Description

Status of call Busy—Dial-out reached a busy tone

Complete—Call completed successfully

Transfer—Caller transferred successfully

Locked—Caller ID locked out

No answer—Dial-out resulted in no answer

No connect—Dial-out resulted in no connection

Intercept—Dial-out resulted in intercept tone

No ID—Dial-out resulted in answer but no ID

No msg—Outside caller hung up

Error—Error during call, or ✳✳ pressed

Bad ID—Caller entered an invalid ID

Bad SC—Subscriber entered an invalid security code

CALL LOG

System ID ID of caller (blank if unidentified caller)

Name Name of caller (blank if unidentified caller or if transferred tooperator)


Subscriber report

The Subscriber report lists each subscriberand shows:

• The number of new and old messages.

• The total recording time of thosemessages.

• Each subscriber’s personal ID.

• Each subscriber’s extension ID.

• Whether call transfer is turned on.

• Where calls are transferred.

T ip This report can be helpful in trouble-shooting a shortage of message space.

A P P E N D I X • A

Telephonesystem codes

TELEPHONE SYSTEM CODES 133


Telephone system codes

Telephone system Lingo code

No switch installed (default parameters) 9999

ATT Legend version 2.1 and later, with integration 1000

ATT Legend version 2.1 and later, withoutintegration

1001

ATT Merlin 2 FP-3 1002

ATT Merlin Legend 1003

ATT Partner II version 3.1 1010

ATT Partner II version 4.0 and later, withintegration

1020

ATT Partner II version 4.0 and later, withoutintegration

1021

ATT Partner Plus version 3.1 1030

ATT Partner Plus version 4.0 and later, withintegration

1040

ATT Partner Plus version 4.0 and later, withoutintegration

1041

ATT System 25, with integration 1050

ATT System 25, without integration 1051

Centrex Services W/1H 1600

Centrex Services W/2H 1601

Comdial Digitech, with integration 1910

Comdial Digitech, without integration 1911

Comdial DXP, with integration 1900

Comdial DXP, without integration 1901

Comdial ExecuTech 2000, with integration 1920



Comdial ExecuTech 2000, without integration 1921

Comdial ExecuTech II 22XX, with integration 1930

Comdial ExecuTech II 22XX, without integration 1931

Ericsson BCS 150 AUS 2500

EuroGeneris 2700

Executone IDS/228/108 2800

Fujitsu 9600 M/S 3100

Fujitsu Starlog 3150

Goldstar GDK 3250

Inter-Tel GMX-48 Advanced 3711

Inter-Tel GMX-48 Intermediate 3710

Inter-Tel GMX-152D 3700

Iwatsu ADIX version 4.0 4000

Iwatsu ADIX version 4.5 4001

Iwatsu ZTD 1632 version 3.0 or 4.0 4010

Iwatsu ZTD 1632 version 4.5 4011

Iwatsu ZTD 2464 version 3.0 or 4.0 4020

Iwatsu ZTD 2464 version 4.5 4021

NEC 2400 SDS or SDS-VS 4300

NEC Electra Mark II 4340

NEC Electra Professional, without integration 4311

TELEPHONE SYSTEM CODES

NEC Electra Professional, with integration 4310

NEC NEAX 1400 4320



NEC NEAX 2000 IVS 4330

NEC Professional II 4350

Nitsuko DS01 4600

Northern Telecom Norstar Centrex, with automatedattendant transfer

4901

Northern Telecom Norstar Centrex, with releasetransfer

4910

Northern Telecom Norstar DR3, with automatedattendant transfer

4900

Northern Telecom Norstar DR3, with release transfer 4911


4912



4914


Northern Telecom Norstar Meridian, with integration 4930

Northern Telecom Norstar Meridian, withoutintegration

4931

Panasonic 336 5340

Panasonic 1232D 5330

Panasonic DBS 40 version 3.1 and later 5210



Panasonic DBS 824 5260


Panasonic KX-T308 delayed answer 5312



Panasonic KX-T308 immediate answer 5313

Panasonic KX-T616 5320

Panasonic KX-T1232 version 1011B 5301

Philips Sopho iS15/25/35 5500

Philips Sopho iS3000, with integration 5510

Philips Sopho iS3000, without integration 5511

Premier ESP 1224 5800

Premier ESP 2460 5810

Prostar 56EX 6100

Prostar 816 6110

Samsung DCS 6350

Siemens 40/80 or 40/96 FP 6400

Siemens 40/96 FP6 6410

Sprint Protégé 32 6700

Sprint Protégé 48 W/BVM 6710

Sprint Protégé 48 W/IVM 6711

Telrad 24/64 version O2 and later, withintegration

7300

Telrad 24/64 version O2 and later, withoutintegration

7301

TIE Businesscom Plus 24 7600




TIE DCX 7610



TIE DS01


7630

TIE Morgan 7620

TIE Onyx 7640

TIE Ultracom 2260 7650

Toshiba DK 8 or DK 16 7930

Toshiba DK 24 Rel 2—high tolerance 7900

Toshiba DK 24 Rel 2—low tolerance 7901



Toshiba DK 56 Rel 2, UK—high tolerance 7912



Toshiba DK 280 7940

Toshiba Perception e DO1+ 7960

Toshiba Strata VIe R2 7980

Toshiba Strata XIIe R2 7981

Toshiba Strata XXe R2 7982

Vodavi DVX II 8220

Vodavi Starplus Digital 8210

Vodavi Starplus 96 EX 8201

Vodavi Starplus 2448EX 8200

WIN Marathon 100D 8500

WIN Marathon 200D 8501

XINEX Vortex version 1.0 8600

A P P E N D I X • B

Changing systemoptions

System Options Worksheet .............................. 140

Call Progress Options Worksheet .................... 158

System options by option number .................. 164


System Options Worksheet

Use this worksheet to record system optionsettings at installation.

Option name Description

Adjustment for automaticgain control

Analog integration Number that identifies the integration in use.

Analog integration—maximum extension length

Maximum extension length.

Analog integration—minimum extensionlength

Minimum extension length.

Analog integration—timeto wait for first digit

Time in seconds to wait for the first digit from thetelephone system when a call is answered.

Loudness of recording playback.

CHANGING SYSTEM OPTIONS 141

Option number Valid setting Suggested setting Your setting

260 0–40 in .5 decibel units

360 1 = AT&T System 25

2 = TIE DCX or M1000

3 = Iwatsu ZTD

4 = Hitachi HCX

5 = Telrad 24/64

6 = Alcatel Digimat 2000

7 = Lexar 7.x

8 = Philips Sopho iS3000

9 = Protégé

10 = Comdial COMVM

11 = NEC Professional Level 1

12 = Iwatsu ADIX

13 = Philips Sopho iS15/25/35

14 = Comdial Enterprise

15 = Nitsuko Optima

16 = Fujitsu Starlog

17 = Xinex Vortex

18 = Crane GDK

SYSTEM OPTIONS WORKSHEET

12

Depends ontelephone system

362 0–10 digits Depends ontelephone system


363 0–10 seconds Depends ontelephone system


Busy recall Sequence Lingo dials to return to the external caller if anextension is busy.

Call analysis delay Length of time Lingo waits after dialing and before startingcall analysis.

Call progress options See the Call Progress Options Worksheet for details.

Call report aging Number of days that a daily Call log is stored. When a Calllog is older than this value, it is deleted at midnight.

Confirm return sequence Sequence Lingo dials to send a caller to a voice mailboxwhen the call is not accepted. Required on only a fewtelephone systems.

Connect Sequence Lingo dials to complete a transfer to anextension.



Archive time for Operatormailbox messages

Number of days an Operator mailbox message is saved ifthe operator archives it.

Archive time for subscribermessages

Number of days a subscriber message is saved if thesubscriber archives it.

Beginning pause timer Number of seconds Lingo pauses before beginning torecord.

Database archiveactivation

Whether Lingo archives the database at the scheduledmaintenance time.

Database trace Do not turn on this option unless asked to do so byTechnical Support.

Date format The date format that the system uses in the conversation.

Delay before dial tonecheck

The amount of time Lingo waits before checking for dialtone when dialing out.


163


0–255 days 14 days

166 0–99 days 14 days

152 1–15 seconds

Option number Valid setting Suggested setting

2–3 seconds

373 0–26 digits (any dialingcharacter; see page 49)


350 25–10,000 centiseconds Depends ontelephone system

Your setting

400–590 Use the CallProgress OptionsWorksheet.

220 0–60 days 5 days





240 On/Off On

920 0–3 0

230 1 = mm/dd/yy

2 = dd/mm/yy

3 = yy/mm/dd

1 or 2 for U.S.and Canada

2 for International

3 for most Asiancountries




Dial-out pause—comma

Length of a pause—represented by a comma (,)—in a dialingsequence.

Dial-out pause—semicolon

Alternate length of a pause—represented by a semicolon (;)—in a dialing sequence.

Dial-tone checkat dial-out

Dial tone check before dialing out to deliver messages or lightlamps. When this option is turned on, Lingo does not attemptdial out unless it hears dial tone; if it doesn’t hear dial tone, itassumes there is an incoming call and will play the openinggreeting.

DTMF Call Progress(on/off) - DTMFCP

DTMF call progress detection. When this option is turned on,Lingo recognizes tones on telephone systems that provideDTMFCP.


Disconnect detection Hang-up detection. When this option is turned on, Lingoassumes a caller has hung up if it detects telephone systemdisconnect tone, telephone system dial tone, public networkdisconnect tone, or public network dial tone.

Delete messages If enabled, offers subscriber the option to delete messagesafter they have been heard.

Dial-out DTMFduration

Length of time Lingo plays a touchtone in a dialing sequence.

DTMF low tone power Loudness of the low tone of the DTMF that Lingo generates.

Executive trace Do not turn on this option unless asked to do so by TechnicalSupport.

Extra wait time for dialtone check

The amount of additional time Lingo uses to check for dialtone when dialing out.

DTMF high tonepower

Loudness of the high tone of the DTMF that Lingo generates.

DTMF inter-digitdelay

Length of time between each touchtone Lingo plays in adialing sequence.



342 0–10 centiseconds Depends ontelephone system



391 On/Off Depends ontelephone system



Option number Valid setting Suggested setting

270 On/Off On, if experiencingproblems with short-age of message space

Your setting

267 0–50 in –1 decibel units 10

910 0–3 0

394 50–10,000 centiseconds 150

266 0–50 in –1 decibel units 10




F delay time before openinggreeting

Number of seconds to wait for “follow-along ID” infor-mation before beginning the opening greeting message.This option is only applicable to telephone systems thatuse exact station ID.

Fax detect Fax detection. When this option is turned on, Lingorecognizes incoming fax tones and routes the call to afax machine.


Hold sequence withouttransfer

Sequence Lingo dials to place a caller on hold withouttransferring the caller. Lingo does this to learn callprogress automatically on a two-port system.

Hold time for Operatormailbox messages

Number of days Lingo saves an Operator mailbox mes-sage if the operator listens to it but does not archive it.

Hold time for subscribermessages

Number of days Lingo saves a subscriber message ifthe subscriber listens to it but does not archive it.

Hookflash percent timer Alternate length of the on-hook period—representedby a percent sign (%)—in a dialing sequence.

Hookflash timer Length of the on-hook period—represented by anampersand (&)—in a dialing sequence.

Group message ID System ID subscribers use to send messages tonumbered groups.

Hang up tone Allows Lingo to recognize and hang up on fourthcolumn tones.

Log size control Maximum number of lines in the Call log. Do notchange this option unless asked to do so by TechnicalSupport.

Mailbox activate messagewaiting lamp

Message waiting lamp activation. When this option isturned on, a lighted lamp indicates a message iswaiting for the subscriber.

Mailbox lamp on now Synchronization of a lighted message lamp andwaiting messages.



383 0–9 Depends on telephonesystem

100 On/Off On


140 Any valid system ID 77

367 1 = a 2 = b 3 = c

4 = d 0 = Disabled


374 Any dialing character;see page 49

&,,,,, (or same as transferinitiate without indicatingan extension)

162 0–255 days 0 days

165 0–99 days 0 days


320 0–10,000 centiseconds

960 0–20,000 (0 disables Calllog)

On/Off


0–2000

180

181 On/Off



Mailbox transfer rings Number of rings that Lingo waits before it transfers thecall for an individual mailbox. This option allows youto change the number of rings for one subscriber’smailbox at a time.

Mailbox transfer type Transfer type for an individual mailbox. If you select“Await answer” or “Wait ring,” you must specify thenumber of rings that Lingo waits before it transfersthe call. This option is available only through thetechnician’s conversation.


Maximum person-to-personrecording

Maximum length of a message that is sent from onesubscriber to another.

Message waiting lamp interval Number of minutes to wait between dial-out attemptsto light a subscriber’s message waiting lamp.

Maximum mailbox recording Maximum length of a message from an unidentified caller.

Maximum message life forOperator mailbox messages

Maximum number of days that Lingo stores new(unheard) Operator mailbox messages. Lingo deletesmessages older than this value.

Maximum message life forsubscriber messages

Maximum number of days that Lingo stores new(unheard) subscriber messages. Lingo deletes mes-sages older than this value.

Message waiting lamp off Code to turn message waiting lamps off for all sub-scribers. This code is required for telephone systemsthat do not have a default lamp code.

Message waiting lamp on Code to turn message waiting lamps on for all sub-scribers. This code is required for telephone systemsthat do not have a default lamp code.

Message waiting lamp retries Number of times Lingo dials “Message waiting lampon” and “Message waiting lamp off” to make sure theoption takes effect.

Off-hook delay Length of time Lingo waits after answering thetelephone before speaking or recognizing touchtones.



171 3–15 rings

170 1 = Release

2 = Await answer

3 = Wait ring


161 0–9,999 seconds 180 seconds

164 0–365 days 60 days

167 0–365 days 60 days

160 0–9,999 seconds 90–300 seconds

333 0–60 minutes Depends ontelephone system





332 0–100 times Depends ontelephone system




One-key pause time Number of seconds Lingo waits between touchtones todecide whether to interpret the touchtones as an extensionor a menu key. If the pause between touchtones is equal to orgreater than this value, Lingo interprets the touchtones as amenu choice. This option applies to touchtones pressedduring transaction box greetings.

Operator transfer rings Number of rings that Lingo waits before it transfers the call tothe Operator mailbox.

Operator transfer type Transfer type for the Operator mailbox. If you choose “Awaitanswer” or “Wait ring,” you must specify the number of ringsthat Lingo waits before it transfers the call.

Operator voice detect Voice detection for the opening greeting. When “Operator voicedetect” is turned on, callers who do not press touchtone keysduring the opening greeting are asked to say “Yes” to transferto the operator. When the option is turned off, callers are notgiven the option to say “Yes” to transfer to the operator. Use thisoption to accommodate callers without touchtone phones.

Outdial access sequence Dialing sequence to reach an external line.

Outdial access triggerlength

Minimum number of digits (in a dialing string) treated as anexternal phone number. This option tells Lingo when to treatthe dialing string as an external phone number. If the numberof digits is equal to or greater than the “Outdial access triggerlength” option setting, Lingo treats the phone number as anexternal number and automatically dials the “Outdial accesssequence” option setting first. If the number of digits is lessthan the “Outdial access trigger length,” Lingo does not includethe “Outdial access sequence.”

Pause-out timer Number of seconds Lingo listens for silence after a caller leavesa message or the system manager records an audio message oropening greeting, before assuming the message is complete.This option also applies to pauses when you record a personalgreeting.




110 0–9 seconds 0, 1, or 2 seconds

190 1 = Release

2 = Await answer

3 = Wait ring

Depends on telephone systemprogramming

200 On/Off On




150 1–15 seconds 2–5 seconds

191 0–15 rings 6 rings




Phone trace Do not turn on this option unless asked to do so by TechnicalSupport.

Pooled delay Length of time Lingo waits after a ring signal is detected.

Port waiting status Whether each port is set to only answer calls, to answer anddial out, to answer and activate message waiting indicators,or to answer and deliver messages.

Prompt volumeadjustment

RDMR—Directmessage retrieval

Special features for analog integrations.

Recall Sequence Lingo dials to return to an outside caller if anextension does not answer.

Release on loop currentreversal

Controls whether Lingo assumes the caller has hung up whenit receives a loop current open signal.

Ring-off time The length of the off period in an incoming ring cycle.


Controls the volume of system conversation prompts.

Ring-on time The length of the on period in an incoming ring cycle.



950 0–3 0

380 0–10,000 centiseconds(increments of 10)


131 (port 1)

132 (port 2)

133 (port 3)

134 (port 4)

1 = Answer only

2 = Answer and dial out

3 = Answer and activate mes-sage waiting indication

4 = Answer and delivermessages

261 –20 to +10 in 1 decibel units. Inthe conversation, a negativevalue is assumed unless thenumber is preceded by a # sign.

365 0 = Off

1 = Direct message retrieval

2 = Direct message retrievaland subscriber-to-subscriber messaging










0


Option name


Description

Rings to answer on Number of rings before Lingo answers the call.

Use zero (0) to activate pooled ringing for telephonesystems that cannot hunt.

Scheduled maintenancetime

Time of day that Lingo restarts and, if enabled, archivesthe database.

Silence detection level The level below which voices are detected as silence.Increase this value if recordings are cut short.

Skip Yes/No prompt If enabled, the conversation does not prompt subscribersto enter 1 for Yes and 2 for No.

System hours upgradenumber (SHUN)

The number provided by Sales Support to enable anhours upgrade.

System identificationnumber (SIN)

The serial number of the Lingo unit.

System ports upgradenumber (SPUN)

The number provided by Sales Support to enable a portupgrade.

Time to wait for voice onvoice detect

Number of seconds Lingo waits to detect a voice beforeresponding when a caller does not speak.

Transfer initiate Sequence Lingo dials to put an external caller on holdand ring an extension.




120 0–9 rings 0 or 1

241 Time of day (either 12-houror 24-hour format)

1:00 A.M.

265 35–60 in –1 decibel units

271 On/Off

Determined by Sales Support

600 Cannot be changed

602 Determined by Sales Support

201 0–60 seconds 5 seconds



601

42


Option name


Description

Troubleshootingdiagnostics

Do not turn on this option unless asked to do so byTechnical Support.

Use first names to identifysubscribers

External callers are offered a subscriber directory by firstname (option turned on) or last name (option turnedoff).

Voice mail ports Voice mail port identification. You must specify theactual extension numbers that are connected to Lingo’sports.

Voice trace Do not turn on this option unless asked to do so byTechnical Support.


Option number


Valid setting Suggested setting Your setting

900 On/Off Off

250 On/Off Off

210 Extension numbers ofLingo’s ports

940 0–3 0


Call Progress Options Worksheet

The following options affect how the voicemessaging system interprets tones used forcall progress and hang up supervision.

Option name Option number Your setting

Delay before learning busy tone 572

Delay before learning dial tone 570

Delay before learning disconnect tone 573

Delay before learning do-not-disturb tone 574

Delay before learning ring back tone 571

Fax CNG cycles 492

Fax CNG frequency 1 480

Fax CNG frequency 1 deviation 481

Fax CNG frequency 2 482

Fax CNG frequency 2 deviation 483

Fax CNG time-off 1 486

Fax CNG time-off 1 deviation 487

Fax CNG time-off 2 490

Fax CNG time-off 2 deviation 491

Fax CNG time-on 1 484


CALL PROGRESS OPTIONS WORKSHEET

Fax CNG time-on 1 deviation 485

Fax CNG time-on 2 488

Fax CNG time-on 2 deviation 489

Learn samples—busy tone 562

Learn samples—dial tone 560

Learn samples—disconnect tone 563

Learn samples—do-not-disturb tone 564

Learn samples—ring back tone 561

Switch busy cycles 412

Switch busy frequency 1 400

Switch busy frequency 1 deviation 401

Switch busy frequency 2 402

Switch busy frequency 2 deviation 403

Switch busy time-off 1 406

Switch busy time-off 1 deviation 407


Minimum cadence deviation for learning callprogress tones

585

Minimum continuous tone on-time forlearning call progress tones

580



Switch busy time-off 2 410

Switch busy time-off 2 deviation 411

Switch busy time-on 1 404

Switch busy time-on 1 deviation 405

Switch busy time-on 2 408

Switch busy time-on 2 deviation 409

Switch dial-tone cycles 452

Switch dial-tone frequency 1 440

Switch dial-tone frequency 1 deviation 441

Switch dial-tone frequency 2 442

Switch dial-tone frequency 2 deviation 443

Switch dial-tone time-off 1 446

Switch dial-tone time-off 1 deviation 447

Switch dial-tone time-off 2 450

Switch dial-tone time-off 2 deviation 451

Switch dial-tone time-on 1 444




Switch dial-tone time-on 1 deviation 445

Switch dial-tone time-on 2 448

Switch dial-tone time-on 2 deviation 449

Switch disconnect cycles 432

Switch disconnect frequency 1 420

Switch disconnect frequency 1 deviation 421

Switch disconnect frequency 2 422

Switch disconnect frequency 2 deviation 423

Switch disconnect time-off 1 426


Switch disconnect time-off 1 deviation 427

Switch disconnect time-off 2 430

Switch disconnect time-off 2 deviation 431

Switch disconnect time-on 1 424

Switch disconnect time-on 1 deviation 425

Switch disconnect time-on 2 428

Switch disconnect time-on 2 deviation 429


Option name


Option number Your setting

Switch do-not-disturb cycles 512

Switch do-not-disturb frequency 1 500

Switch do-not-disturb frequency 1 deviation 501

Switch do-not-disturb frequency 2 502

Switch do-not-disturb frequency 2 deviation 503

Switch do-not-disturb time-off 1 506

Switch do-not-disturb time-off 1 deviation 507

Switch do-not-disturb time-off 2 510

Switch do-not-disturb time-off 2 deviation 511

Switch do-not-disturb time-on 1 504

Switch do-not-disturb time-on 1 deviation 505

Switch do-not-disturb time-on 2 508

Switch do-not-disturb time-on 2 deviation 509

Switch ring-back cycles 472



Switch ring-back frequency 1 460

Switch ring-back frequency 2 462

Switch ring-back frequency 2 deviation 463

Switch ring-back time-off 1 466

Switch ring-back time-off 1 deviation 467

Switch ring-back time-off 2 470

Switch ring-back time-off 2 deviation 471

Switch ring-back time-on 1 464

Switch ring-back time-on 1 deviation 465

Switch ring-back time-on 2 468

Switch ring-back time-on 2 deviation 469

Switch ring-back frequency 1 deviation 461


Tone sanity check bypass 590


System options by option number

The following list can be used as a cross-reference tool to locate a system option byits number. This list includes all system andcall progress options.

Option number Option name

100 Fax detect

110 One-key pause time

120 Rings to answer on

131 Port waiting status (port 1)




140 Group message ID

150 Pause-out timer

152 Beginning pause timer

160 Maximum person-to-person recording

161 Maximum mailbox recording


SYSTEM OPTIONS BY OPTION NUMBER


162 Hold time for Operator mailbox messages

163 Archive time for Operator mailbox messages

164 Maximum message life for Operator mailbox messages

165 Hold time for subscriber messages

166 Archive time for subscriber messages

167 Maximum message life for subscriber messages

170 Mailbox transfer type

171 Mailbox transfer rings

180 Mailbox activate message waiting lamp

181 Mailbox lamp on now

190 Operator transfer type

191 Operator transfer rings

200 Operator voice detect

201 Time to wait for voice on voice detect

210 Voice mail ports

220 Call report aging



230 Date format


240 Database archive activation

241 Scheduled maintenance time

250 Use first names to identify subscribers

260 Adjustment for automatic gain control

261 Prompt volume adjustment

265 Silence detection level

266 DTMF high tone power

267 DTMF low tone power

270 Delete messages

271 Skip Yes/No prompt

310 Outdial access sequence

311 Outdial access trigger length

320 Hookflash timer

321 Hookflash percent timer

322 Dial-out pause—comma

323 Dial-out pause—semicolon

330 Message waiting lamp on



332 Message waiting lamp retries

333 Message waiting lamp interval

340 Off-hook delay

341 DTMF inter-digit delay

342 Dial-out DTMF duration

350 Call analysis delay

355 Release on loop current reversal

360 Analog integration

361 Analog integration—minimum extension length

362 Analog integration—maximum extension length

363 Analog integration—time to wait for first digit

365 RDMR—Direct message retrieval

366 Confirm return sequence

367 Hang up tone

368 DTMF Call Progress (on/off) - DTMFCP

370 Transfer initiate

371 Connect

331 Message waiting lamp off




372 Recall

373 Busy recall

374 Hold sequence without transfer

380 Pooled delay

381 Ring-on time

382 Ring-off time

383 F delay time before opening greeting

390 Disconnect detection

391 Dial-tone check at dial-out

393 Delay before dial tone check

394 Extra wait time for dial tone check

400 Switch busy frequency 1

401 Switch busy frequency 1 deviation

402 Switch busy frequency 2

403 Switch busy frequency 2 deviation

404 Switch busy time-on 1

405 Switch busy time-on 1 deviation

406 Switch busy time-off 1

407 Switch busy time-off 1 deviation





408 Switch busy time-on 2

409 Switch busy time-on 2 deviation

410 Switch busy time-off 2

411 Switch busy time-off 2 deviation

412 Switch busy cycles

420 Switch disconnect frequency 1

421 Switch disconnect frequency 1 deviation

422 Switch disconnect frequency 2

423 Switch disconnect frequency 2 deviation

424 Switch disconnect time-on 1

425 Switch disconnect time-on 1 deviation

426 Switch disconnect time-off 1

427 Switch disconnect time-off 1 deviation

428 Switch disconnect time-on 2

429 Switch disconnect time-on 2 deviation

430 Switch disconnect time-off 2

431 Switch disconnect time-off 2 deviation

432 Switch disconnect cycles



Option name

440 Switch dial-tone frequency 1

441 Switch dial-tone frequency 1 deviation

442 Switch dial-tone frequency 2

443 Switch dial-tone frequency 2 deviation

444 Switch dial-tone time-on 1

445 Switch dial-tone time-on 1 deviation

446 Switch dial-tone time-off 1

447 Switch dial-tone time-off 1 deviation

448 Switch dial-tone time-on 2

449 Switch dial-tone time-on 2 deviation

450 Switch dial-tone time-off 2

451 Switch dial-tone time-off 2 deviation

452 Switch dial-tone cycles

Option number

460 Switch ring-back frequency 1

461 Switch ring-back frequency 1 deviation

462 Switch ring-back frequency 2

463 Switch ring-back frequency 2 deviation




464 Switch ring-back time-on 1

465 Switch ring-back time-on 1 deviation

466 Switch ring-back time-off 1

467 Switch ring-back time-off 1 deviation

468 Switch ring-back time-on 2

469 Switch ring-back time-on 2 deviation

470 Switch ring-back time-off 2

471 Switch ring-back time-off 2 deviation

472 Switch ring-back cycles

480 Fax CNG frequency 1

481 Fax CNG frequency 1 deviation

482 Fax CNG frequency 2

483 Fax CNG frequency 2 deviation

484 Fax CNG time-on 1

485 Fax CNG time-on 1 deviation

486 Fax CNG time-off 1

487 Fax CNG time-off 1 deviation



488 Fax CNG time-on 2

489 Fax CNG time-on 2 deviation

490 Fax CNG time-off 2

491 Fax CNG time-off 2 deviation

492 Fax CNG cycles

500 Switch do-not-disturb frequency 1

501 Switch do-not-disturb frequency 1 deviation

502 Switch do-not-disturb frequency 2

503 Switch do-not-disturb frequency 2 deviation

504 Switch do-not-disturb time-on 1

505 Switch do-not-disturb time-on 1 deviation

506 Switch do-not-disturb time-off 1

507 Switch do-not-disturb time-off 1 deviation

508 Switch do-not-disturb time-on 2

509 Switch do-not-disturb time-on 2 deviation

510 Switch do-not-disturb time-off 2

511 Switch do-not-disturb time-off 2 deviation



561 Learn samples—ring back tone

562 Learn samples—busy tone

563 Learn samples—disconnect tone

564 Learn samples—do-not-disturb tone

570 Delay before learning dial tone

571 Delay before learning ring back tone

572 Delay before learning busy tone

573 Delay before learning disconnect tone

574 Delay before learning do-not-disturb tone

580 Minimum continuous tone on-time for learning call progress tones

585 Minimum cadence deviation for learning call progress tones

590 Tone sanity check bypass

601 System hours upgrade number (SHUN)

602 System ports upgrade number (SPUN)


600 System identification number (SIN)


512 Switch do-not-disturb cycles

560 Learn samples—dial tone


Option number


Option name

900 Troubleshooting diagnostics

910 Executive trace

920 Database trace

940 Voice trace

950 Phone trace

960 Log size control

TROUBLESHOOTING SYSTEM OPTIONS 175

A P P E N D I X • C

Troubleshootingsystem options

You may need to change the system optionsto resolve telephone system problems. ThisQuick Diagnostic Guide is designed to help youidentify the Lingo system option settings thatare related to some common telephone systemproblems. Lingo system options can be changedby telephone or at the Technician’s screen byusing Remote Maintenance.

Quick Diagnostic Guide ................................... 176


Quick Diagnostic Guide

This guide cross-references some possibleunexpected behavior related to Lingo’ssystem options and suggests possiblesolutions.

Problem description Related option name Optionnumber

Suggested action

Caller experiencesa long delay beforehearing a voice onan incoming call.

F delay time beforeopening greeting

383 Decrease the delaytime.

Caller hears DTMFduring attemptedtransfer.

Hookflash timer 320 Increase the setting.

Caller is disconnectedduring an attemptedtransfer.

Hookflash timer

Transfer initiate

320

370

Decrease the setting.

Determine thecorrect systemsequence.

Caller is given insuffi-cient time to answerthe system conversa-tion question.

Time to wait for voiceon voice detect

201 Increase the settingto between five andseven seconds.

Database backupdoes not containthe expected data.

Database archiveactivation

240 Set to a time afterthe midnight purgeruns and before themorning incomingcalls begin.

Dates are not displayedin the needed formaton the console.

Date format 230 Change after deter-mining the neededformat with thesystem manager.



Suggested action

Faxes are not receiveddue to inability todetect CNG.

Fax detect

Fax tone parameters

100

480–492

Set to “On.”

Adjust the settings.

Lingo is out ofrecording space.

Archive time forOperator mailboxmessages

163 Set to 0 (Operatormailbox messagescannot be archived).

QUICK DIAGNOSTIC GUIDE

Call report aging

Archive time forsubscriber messages

166 Reduce the settingafter discussing withthe system manager.

220 Set to not fewer thanfive days.

Hold time for Operatormailbox messages

162 Set to 0 (Operatormailbox messages,once heard, aredeleted at theend of the day).

Hold time for sub-scriber messages


Maximum message lifefor subscriber messages


Maximum life forOperator mailboxmessages


Maximum person-to-person recording

160 Reduce the settingto not fewer than30 seconds.

Delete messages 270 Set to “On”(subscribers candelete messagesimmediately afterhearing them).



Suggested action

Message waiting lampis illuminated aftermessage retrievalis complete.

Message waitinglamp off

Decrease the settingto 2 or 1.

Increase the numberof dial-out ports.

Message waiting lampis lit without the arrivalof a message.

Message waiting lampoff

331 Determine thecorrect system codeand change thesetting.

Message waiting lampis intermittentlyinoperative.

Message waiting lampinterval

Message waiting lampretries

333 Increase the settingto 2 or more.

Increase the settingto 2 or more.


331 Determine thecorrect system codeand change thesetting.

Message waiting lampillumination is delayed.

Message waitinglamp retries

Number of dial-outports at initialization

332

130

332



Suggested action

Message waiting lampis not lit by the arrivalof a message.

Mailbox activatemessage waiting lamp

Message waitinglamp interval

Message waitinglamp on

180

333

330

332

Set to “On.”

Pagers are notreceiving calls.

Port waiting status 131–134 Increase the numberof dial-out ports.

Recorded messagevolume is too low.

260 Increase the negativehalf-decibel units.

1 = loudest

40 = quietest


Adjustment for auto-matic gain control

Subscriber hears a longsilence after a messageends.

Pause-out timer 150 Reduce the setting tonot fewer than fiveseconds.

Note Message waitinglamps cannot light untilthe subscriber com-pletes the enrollmentconversation.

Note Verify the pagerdial string by calling thepager.

Message waitinglamp retries


Determine thecorrect system codeand change theoption.




Suggested action

Subscriber is giveninsufficient time tofinish recording apersonal greeting.


160 Increase the settingto not more than 300seconds.

Increase the settingto between five andseven seconds.

Subscriber is giveninsufficient time toleave a message.


Subscriber is unable toaccess an external linefor message delivery.

Outdial accesssequence

Outdial access triggerlength


160 Increase the settingwith attention toavailable recordingspace.

310 Verify the setting.

Subscriber wants fewerrings before a call istransferred to a voicemailbox (with option170 “Mailbox transfertype” set to “Awaitanswer”).

Mailbox transfer rings 171 Reduce the setting tono fewer than 3.

Subscriber wants morerings before a call istransferred to a voicemailbox (with option170 “Mailbox transfertype” set to “Awaitanswer”).

Mailbox transfer rings 171 Increase the settingto no more than 15.

150

311

Pause-out timer

Set to greater thanthe number of digitsin extensions.




Suggested action

System times out whilea caller is leaving amessage.

Transfer fails dueto doubled digit.

Transfer fails dueto missed digit.

342 Increase theduration.


Transfer goes toan external line.

Pause-out timer 150 Increase the settingto between five andseven seconds.

Increase the negativedecibel units.

60 = lowest

24 = highest


342 Decrease theduration.

Outdial accesstrigger length

311 Increase the settingto five or more digits.

Silence detection level 265

A P P E N D I X • D

TED Utility

TED UTILITY 183

Using the TED Utility ......................................... 184

TED commands ................................................. 186


Using the TED Utility

You can use TED to view and edit files.

TED is a full-screen editor for text files ofup to 64K in length. It supports scrolling,editing functions (cut, copy, paste, andprint), and the entire ASCII character set.

TED configures itself to your monitor,supporting EGA and VGA text modes otherthan the standard 80 columns by 25 rows.You can enter any character in the ASCIIcharacter set by pressing ALT+<the ASCIIcharacter code>.

TED UTILITY 185

To view or edit a file using TED

At the command prompt, type TED<file name>.<extension>. Replace <filename>.<extension> with the name andextension of the file you wish to view oredit. If you do not specify a file name, TEDopens a new file and prompts you for a filename when you select the “Save” or “Exit”command.

Warning! If changes are made to any ofLingo’s files, the system will not rebootunless the system’s file list is updated. Ifyou edit a file on Lingo, go to the commandprompt and type D:\ and press ENTER. Thentype VMUTIL MAKELIST and press ENTER.

The command reference on the next pageprovides a list of TED’s function key andkeyboard features.

USING THE TED UTILITY


TED commands

Key Description

CTRL+LEFT ARROW View off-screen characters to the left of the screen (up to 248columns) .

View off-screen characters to the right of the screen (up to 248columns) .

CTRL+RIGHT ARROW

CTRL+PAGE DOWN Move the cursor to the bottom of the file.

CTRL+PAGE UP Move the cursor to the top of the file.

DELETE Delete individual characters at the cursor position.Combines adjacent lines into a single line.

END Move the cursor to the end of the current screen line.

ENTER Begin a new line. Lines longer than the screen width display adiamond in the rightmost column.

F1 Abandon any modifications and leave the original fileunchanged.

F2 Restore characters deleted by pressing DELETE (but not bypressing BACKSPACE) if the cursor has not been moved.

F3 Print a block of text.

F4 Define a block of text. Toggle on and move the cursor with thearrow keys. The block appears in inverse screen mode.

F5 Cut a block of text and copy it to the buffer.

F6 Paste the contents of the buffer at the cursor position. The pastebuffer remains intact until another block of text is marked andcopied or cut.

TED UTILITY 187

Key Description

F7 Save the file and exit TED.

F8 Delete to the end of a line (the paste buffer contents areunchanged).

F9 Delete the entire line (the paste buffer contents are unchanged).

F10 Undo the most recent deletion made by pressing F8 or F9.

HOME Move the cursor to the beginning of the current screen line.

INSERT Toggle between the insert (the default) and overwrite modes.

PAGE DOWN Display the next five rows.

TED COMMANDS

PAGE UP Display the preceding five rows.

TAB Move the cursor and the following text on the line eight col-umns to the right.

A P P E N D I X • E

Using Lingo’sLED patterns fortroubleshooting

USING LINGO’S LED PATTERNS FOR TROUBLESHOOTING 189

Normal operation .............................................. 190

Startup sequence .............................................. 191


Normal operation

When Lingo is operating normally, you candetermine certain status information byobserving the LED patterns on the side ofthe unit.

LED pattern Meaning

❍ The port is not available.

● The port is available but idle.

❍–● The port is active (off-hook).

❍–● The recording space is full.

❍–● System error. Contact yourdealer.

❍❍❍❍–●●●● Change the batteries.

(An LED is not lit.)

(An LED is lit.)

(An LED is flashing.)

(All LEDs are flashing, descendingfrom top to bottom.)

(All LEDs are flashing, ascendingfrom bottom to top.)

(All LEDs are flashing together.)


Startup sequence

Occasionally Lingo must restart. During thestartup process, Lingo goes through severalsteps to check the status of various parts ofthe system. As it goes through these steps,you will see three phases of LED activity:

• LEDs flash for eight to nine seconds. Ifany LEDs remain lit after the flashingstops, contact Technical Support.

• LEDs remain off for about two seconds.

• LEDs again begin flashing, briefly dis-playing a series of patterns. If one ofthese LED patterns remains lit after theflashing stops, find the pattern in thefollowing table and follow the corre-sponding instructions. Your customermay indicate the number correspondingto the pattern.

Note Some of the conditions indicatedby LED patterns require the assistanceof Technical Support to correct the prob-lem. For these conditions, the steps in thetroubleshooting procedure direct you togather information that Technical Supportneeds.


LED patterns and corresponding troubleshooting steps

Patternnumber

LEDpattern

Problemindicated

Troubleshootingprocedure

0 (LEDs donot flashat all.)

Certain utility programsare not found duringstartup.

1 At the customer’s site, connectdirectly to Lingo with a terminalemulation program such asPROCOMM. If you are unable toconnect, call Technical Support.

2 Attempt to restart Lingo byplugging it in to the power strip.Lingo will exit to the commandprompt.

3 At the command prompt, typeDIR A:\ and press ENTER.

4 Record the list of files and the filesizes that appears.

5 Call Technical Support.

STARTUP SEQUENCE

● = Lit ❍ = Not lit


STARTUP SEQUENCE

1 ●❍❍❍

ROM files do not matchthe file list.

1 At the customer’s site, connectdirectly to Lingo with a terminalemulation program such asPROCOMM. If you are unable toconnect, call Technical Support.

2 Attempt to restart Lingo byunplugging and plugging it in tothe power strip. Lingo will exit tothe command prompt.

3 At the command prompt, typeVMUTIL CKLIST A:\ and pressENTER.

4 Record the list of files thatappears.

5 Type VMUTIL CKLIST A:\DIRECTand press ENTER.


7 Type VMUTIL CKLISTA:\MODEM and press ENTER.



Patternnumber

LEDpattern

Problemindicated




2

Patternnumber

LEDpattern

Problemindicated


❍●❍❍

CHKDSK reportsuncorrectable prob-lems on drive C.

Note Lingo exits thestartup procedure andtries to start the RemoteMaintenance software.

Restart Lingo several times.

If the LED pattern appears repeat-edly, call Technical Support.

3 ●●❍❍

CHKDSK reports filecorruption on drive D.

Note Lingo exits thestartup procedure andtries to start the RemoteMaintenance software.

1 Do one of the following:

• If the Remote Maintenancesoftware starts, connect toLingo, and follow the remain-ing steps for this pattern.

• If the Remote Maintenancesoftware does not start, followthe steps for pattern 9.

2 At the command prompt, typeVMUTIL CKLIST D:\ and pressENTER.

Lingo lists any files that havebeen corrupted and needreplacing.


STARTUP SEQUENCE



Patternnumber

LEDpattern

Problemindicated


4 ❍❍●❍

One or more fileson drive D have a filesize or checksum notmatching the recordedfile size or checksum inFILELIST.

Warning! Following the steps belowmight mask a different problem.Follow the steps below only if youknow you have made changes to afile on drive D or have used the TEDutility. If you are unsure, call Techni-cal Support before proceeding.

1 Connect to Lingo with theRemote Maintenance software.

2 At the command prompt, typeD:\ and press ENTER.

3 Type VMUTIL MAKELIST andpress ENTER.

4 Restart Lingo. If the LED patternappears repeatedly, call TechnicalSupport.

5 ●❍●❍

No tests are beingperformed.

Call Technical Support.

6 ❍●●❍

No tests are beingperformed. Lingo ischecking for a modemor direct connection.


STARTUP SEQUENCE



7

Patternnumber

LEDpattern

Problemindicated


●●●❍

No tests are beingperformed. Lingodetects a directconnection.


8 ❍❍❍●

No tests are beingperformed. Lingodetects a modem.


9 ●❍❍●

The Remote Mainte-nance software did notstart.

1 Unplug Lingo.

2 Turn the modem off and on.

3 Plug in Lingo.

4 Connect directly to Lingo with aterminal emulation program suchas PROCOMM.


10 ❍●❍●

CHKDSK reportsuncorrectable prob-lems on drive C.

Restart Lingo several times.

If the LED pattern appears repeat-edly, call Technical Support.

STARTUP SEQUENCE



Patternnumber

LEDpattern

Problemindicated


11 ●●❍●

The DSP firmware didnot load correctly.


2 At the command prompt, typeLOADDSP -V D:\ EVP.BIN andpress ENTER.

3 Determine whether an errormessage is displayed:

• If no error messages aredisplayed, type START_VMand press ENTER.

• If an error message is dis-played, call Technical Support.

12 ❍❍●●

DBFIX reported errors.There is databasecorruption.


13 ●❍●●

An attempt to removeunneeded files fromdrive C failed.


STARTUP SEQUENCE



14

Patternnumber

LEDpattern

Problemindicated


❍●●●

The voice messagingapplication did notstart, (the file CPS.EXEdid not load).


2 At the command prompt, typeVM INIT and press ENTER.

3 Determine whether an errormessage is displayed:

• If no error message is dis-played, type START_VM andpress ENTER.

• If an error message is dis-played, call Technical Support.

4 If the problem recurs, call Techni-cal Support.

STARTUP SEQUENCE


Glossary

GLOSSARY 199


Glossary

A–B

ARCHIVED MESSAGE

Any message a subscriber listens to andthen saves for a number of days. You set thenumber of days that messages are archived.All old or archived messages must be savedeach time they are heard or they are de-leted. See also new message; old message.

AUDIOTEXT

Recorded information that is available tocallers 24 hours a day about whatever yourcustomer’s organization wants callers tohear. You can provide menus of informationor other messages, and you can useaudiotext messages in menu keys.

AUTOMATED ATTENDANT

A way of setting up Lingo so that the voicemessaging system acts as a receptionist,answering and routing incoming calls.

AUTOMATIC DIRECTORY ASSISTANCE

A directory of subscriber extension IDs thatis available to callers when they spell thefirst three letters of the subscriber’s last orfirst name, depending on your setup, on thetelephone keypad.

AWAIT ANSWER

One of three types of call transfer inwhich Lingo waits for the extension to beanswered before completing a transfer tothat extension. See also release; wait forringback.

C

CALL FORWARDING TO A PERSONAL GREETING

The ability of some telephone systems toautomatically forward calls to Lingo whenan extension is busy or unanswered. Thetelephone system sends a follow-along IDwith the forwarded call. This ID identifiesfor Lingo the extension the call was for-warded from.

CALL ROUTING

The processing of calls through Lingowithout being transferred to the telephonesystem. See also await answer; call transfer;release; wait for ringback.

CALL TRANSFER

The transfer of calls from Lingo to thetelephone system, which takes control ofconnecting the call to an extension. You canturn call transfer on and off. See also awaitanswer; release; wait for ringback.

CONVERSATION

The collection of prerecorded questions,choices, and responses that Lingo plays toguide callers through the voice messagingsystem. The conversation consists ofgreetings and prompts. Greetings canbe changed over the telephone.

GLOSSARY 201

D

DAY GREETING

The greeting that plays during the days andtimes you have designated as normalbusiness hours. See also night greeting.

DAY MODE

Lingo’s operating mode during normalbusiness hours. You can set up Lingo tofunction differently during day modeand night mode hours. You define whatdays of the week and hours of the day areday mode. All other hours are assigned tonight mode. See also holiday mode; sched-ule.

DEFAULT

The option the system uses if you do notselect another option.

DIRECTORY ASSISTANCE

A directory of subscribers’ extension IDsthat is available to callers with letteredkeypads. Callers can use directory assis-tance to reach a subscriber’s extensionID without speaking to an operator.

E

EASY MESSAGE ACCESS

A function enabling subscribers to checkmessages by pressing a single button ontheir telephones. The availability of thisfunction depends on the capabilities ofthe telephone system.

EXTENSION

The actual telephone number of a tele-phone in your customer’s system.

F

FAX DETECT

A function that allows Lingo to detectan incoming fax tone and automaticallydeliver faxes to the Operator mailbox.

FAX NOTIFICATION

A function that allows Lingo to notify theoperator each time it delivers a fax. Whenthis function is enabled, the fax sender isgiven the opportunity to record a messagedescribing the fax and who it is for.

G

GREETING

A recording that gives information, wel-comes callers to the system, offers menuoptions, or offers a chance to leave amessage. If your customer’s organizationuses the automated attendant, the openinggreeting is what callers hear when they dialthe main telephone number for the organi-zation. A subscriber’s personal greeting iswhat callers hear when they reach asubscriber’s voice mailbox.

GROUP

See message group.

D–G


H–L

HOLIDAY MODE

A special schedule mode that overridesthe normal schedule. The system manageractivates holiday mode and records aholiday greeting in the greetings part ofthe system manager’s conversation.

M

MAILBOX

The location where Lingo stores messagesfrom callers. For example, Lingo keepsmessages for a subscriber in thatsubscriber’s mailbox.

MENU KEYS

The organization of menus, audio mes-sages, and call routing choices, which thesystem manager designs and sets up, thatprovides callers with easy access to fre-quently requested departments and infor-mation.

MESSAGE GROUP

A list of subscribers to whom a subscribercan send the same message at once. Anysubscriber can be a member of any mes-sage group. The system manager assignssubscribers to groups in the systemmanager’s conversation.

MESSAGE NOTIFICATION

Lingo’s ability to call subscribers at anytelephone number they specify when theyhave new messages. The system can alsoactivate pagers and message waitingindicators.

MESSAGE WAITING INDICATOR

A feature on a telephone, such as an indica-tion light, a distinctive dial tone, or an LCDdisplay, that lets subscribers know whenthey have messages waiting.

N

NEW MESSAGE

A message that has not yet been heard bythe recipient. See also archived message; oldmessage.

NIGHT GREETING

The greeting that plays during all days andtimes except those specified in day mode.

NIGHT MODE

Lingo’s operation mode outside of normalbusiness hours. You can set up Lingo tohandle calls differently during day modeand night mode hours. You define whatdays and hours are day mode. All otherhours are assigned to night mode. Seealso holiday mode; schedule.

H–N

GLOSSARY 203

O

OLD MESSAGE

A message that has been heard, but notdeleted or archived. You and the systemmanager decide how long old messages aresaved. See also archived message;new message.

OPENING GREETING

The greeting that callers hear when they callyour customer’s main telephone number, ifthe organization uses the automatedattendant.

OPERATOR MAILBOX

A mailbox used exclusively for storing callsthat go to the person with operator respon-sibilities at your customer’s organization.

OUTSIDE CALLER

See unidentified caller.

P

PERSONAL ID

A unique system ID that identifies a sub-scriber to the system.

PORT

The standard modular telephone jackslocated on the side of the Lingo unit thatthe system uses to connect to and commu-nicate with the telephone system.

PROMPT

A recording that is played at specific placesin the system conversation.

PUBLIC MESSAGES

Messages collected in the Operator mail-box. The operator screens these messagesand routes them to the appropriate sub-scribers.

Q

QUICK OPTION MENU

An alternative to the Yes-and-No conversa-tion, in which subscribers select menuoptions by pressing digits.

R

RECORDED NAME

The audio recording of the subscriber’sname that Lingo plays in prompts requiringidentification of the source or destination ofa message or call. This may also be referredto as the voice name.

RELEASE

One of the three types of call transfer,in which Lingo completes the transfer with-out checking whether the call is answeredor whether there is a busy signal. See alsoawait answer; call transfer; wait forringback.

O–R


S

SCHEDULE

The method for determining how calls arehandled at different times and/or differentdays. You can define up to three differentschedules for the system. See also daymode; holiday mode; night mode.

SECURITY CODE

A series of characters that subscribers set sothat no one else can access their voicemailboxes.

SUBSCRIBER

Anyone who is enrolled in Lingo. Thesystem identifies a caller as a subscriberwhen the subscriber enters a personal ID.

SUBSCRIBER’S PERSONAL GREETING

The greeting callers hear when they reach asubscriber’s voice mailbox.

SWITCH

The telephone system.

SYSTEM GREETINGS

See opening greeting.

SYSTEM ID

A unique system ID that you assign to eachsubscriber.

SYSTEM MANAGER

The individual in an organization who setsup and maintains Lingo.

SYSTEM MANAGER CONVERSATION

The collection of prerecorded prompts,questions, choices, and menus that thesystem plays to the system manager toallow the system manager to maintainLingo.

T

TOUCHTONES

The sounds made by pressing the keys ontouchtone telephones.

TRANSFER

See call transfer.

U

UNIDENTIFIED CALLER

An individual calling from outside Lingo. Ifa subscriber calls the system and does notenter a personal ID, that subscriber istreated as an unidentified caller.

S–U

GLOSSARY 205

V

VOICE MAILBOX

The location where Lingo stores messages.Lingo gives each extension on the tele-phone system a separate voice mailbox.

VOICE NAME

The recorded name of a subscriber. Lingoplays the voice name in prompts thatrequire identification of the source ordestination of a message or call. See alsorecorded name.

V–Z

W–Z

WAIT FOR RINGBACK

One of three types of call transfer, in whichLingo waits for an extension to ring acertain number of times before transferringthe call. See also await answer; release.

INDEX 207

Index


Index

defined 10disabling during training 77fax routing 11grouping external lines 13menu keys 11not using 9, 15overuse 14primary 12, 15private 12, 15releasing calls 14role of 11secondary 12, 15system manager training 76telephone traffic 14testing 68

automatic gain control adjustment 140automatic mode, learning call progress tones

about 60call forwarding 64camp-on options 64do-not-disturb tone 64hunt groups 64using 64

automatic subscriber-to-subscriber messagingtraining the system manager 77

Bbacking up the system

about 94, 96overview of tasks 94recommended schedule 94training the system manager 77

backup utilityaccessing 95phone book entry 96

Banner screenabout 112returning to 115system status 113

Special characters1 for Yes, 2 for No, skipping 154

Aabout the Technician’s Guide 2AC ringing requirements 23accessing

backup utility 95Remote Maintenance Main menu 87Reports menu 115system manager’s screen 112technician’s screen 112

activating pooled ringing 154adding a mailbox

at the console 115by telephone 40, 41, 42, 43

adjusting tone delays 60aging, call report 142analog integration 140analyzing tone delays 57answering calls

about 8while transferring files 98

answering test 68application method 8, 9, 38, 39archived messages

Operator mailbox 140subscribers 140

archiving the databaseabout 50, 52, 53activating 142system option code 154training the system manager 77

automated attendantabout 8, 10and application method 38available external lines 14available ports 14decisions 12, 14, 15

INDEX 209

bar graph, Usage reports 126batteries

about 21, 52installing 30training the system manager 76

baud rate 89billing log

characteristics 106field descriptions 107file format 106importing to other applications 106task overview 108turning off 109turning on 108updating 109

busy recall 140busy tone

learning 62system option codes 158testing 58

Ccall analysis delay 142call forward to personal greeting. See call

forwardingcall forwarding

about 9, 25and application method 38enabling at extensions 26learning call progress tones 61, 64, 65restoring after power failure 77telephone system support 38testing 70tone delay testing 57training the system manager 77

call handling 8, 15, 38

Call logabout 122, 128field descriptions 130, 131importing to another application 128viewing for earlier date 124, 125

Call menu, Remote Maintenance 90call progress tones

resetting default parameters 60system option codes 158troubleshooting at console 119See also learning call progress tones

call report aging 142call routing 10call traffic, effect on automated attendant 14call transfer

about 8, 9, 10and application method 38operator 77subscriber report 132training the system manager 77turning off 9

camp-onlearning call progress tones 61, 64tone delay testing 57

capabilities of telephone system 24changing the file transfer directory 100checking messages 25checking system information 66COM port, Remote Maintenance connection 89comma, dialing character 142confirm return sequence 142conflicting IDs 41connect sequence 142connecting to Lingo with a modem 83connecting to Lingo with Remote

Maintenance 90connecting to the telephone system

about 8, 13, 26, 27procedure 30

B–C


consoleabout 112adding a mailbox 115, 117Banner screen 112copying voice fields 115creating reports 122expanding a field 115function keys 113local connection 115navigation 114, 115returning to the Banner screen 115selecting a port for local connection 115signing in 115system manager’s screen 116technician’s screen 118, 119toggling between screens 114, 115troubleshooting call progress options 119troubleshooting menu keys 117troubleshooting system options 118

conversation, technician. See technician’sconversation

copying reports to files 123copying voice fields at the console 115creating reports 122customizing your system 48, 140

Ddaily maintenance 50, 51, 52data protection 52database archiving

about 50, 52setting up 53system option code 154

database trace 142date format 142decisions

automated attendant 12call handling 8recording on the System Setup Worksheet 16

delaycall analysis 142off-hook 148when checking voice mail 14

deletingfiles 102messages 142reports 123

deleting files 102delivering messages 24dial tone

check at dial-out 144learning 62system option codes 158testing 58

dial-out DTMF duration 142dial-out pause

comma 142semicolon 144

dial-out ports 148dialing characters 49dialing sequence, external line 150Direct Connect

about 80baud rate 89hardware required 81modem speed setting 89modem type 89requirements 81voice switch not available 90

direct message retrieval 152directory assistance 10directory, first-name 117disabling the mouse 85disconnect

detection 144dialing character 49testing 69

C–D

INDEX 211

disconnect tonelearning 63not provided by telephone system 64system option codes 158testing 59

do-not-disturb tonelearning 63, 64not learned in automatic mode 63not provided by telephone system 63system option codes 158testing 59

DTMFduration, dialing sequence 142inter-digit delay 144signal testing 28

duplicate IDs 41duties of system manager 6

Eearlier reports, viewing 124easy message access

about 25, 26restoring after power failure 77training the system manager 77

editing files, TED utility 184ending a Remote Maintenance connection 93exiting from Remote Maintenance 87expanding a console field 115extension length

maximum 140minimum 140

extensions, programming 26external line

access testing 29connected to the voice messaging

system 13, 14dialing sequence 150ringing assignments testing 29

external phone number, length 150

FF delay time before opening greeting 144fax detection

system option code 144testing 71

fax extensiondeleting mailbox for 46for hunt groups 46

fax machine connection 26fax notification 47fax routing 11fax support

about 46hunt group 26

fax testing 29field descriptions, Call log 130, 131file compression 99file directories, making new 102, 103File Menu screen

about 99, 101managing files 102

file transfer. See transferring filesfirst-name directory 117, 156follow-along ID 25, 144forgetting the technician’s password 55formatting the date 142forwarding calls 25forwarding calls to voice mail. See call forwardingfunction keys, console 113

Ggain control automatic adjustment 140graph, report 123group message ID 144

D–G


Hhandling calls 8, 15, 38hang up

detection 144tone 144

hardwareDirect Connect 81telephone system 26

hold sequence without transfer 144hold time

Operator mailbox 144subscriber messages 144

hookflashpercent timer 146timer 146transfer testing 29

hookswitch flash, dialing character 49hunt groups

fax support 26learning call progress tones 64, 65pooled ringing alternative 154

IIDs, conflicting 41importing the Call log to another

application 128incoming ring cycle 152individual mailboxes 43initializing the system 34, 35installing Remote Maintenance 84installing the voice messaging system

power supply 21preparation 20uninterruptible power supply 21using a power strip 21

integration 140inter-digit delay 144

J–Kjacks, telephone 27

Llamps 24last-name directory, enabling 156learning call progress tones

about 56answering calls during test 60automatic mode 60, 64busy tone 58, 62call forwarding 60, 64, 65camp-on options 60, 64dial tone 58, 62disconnect tone 59, 63do-not-disturb tone 59, 63, 64hunt groups 64, 65manual mode 60, 62recall sequence 57ring back tone 58, 62system option codes 158tone delays 57transfer sequence 57troubleshooting 65unlearned tones 65

leaving messages 10LED patterns, troubleshooting 190Lingo overview 2loading Remote Maintenance 87local connection 115location of Lingo 20logging in

system manager’s screen 113technician’s conversation 33technician’s screen 113

“Login” field, Remote Maintenance phonebook 89

loop current reversal, release 152

H–L

INDEX 213

loss of power 52loudness of recording playback 140

Mmailbox

adding, about 40, 41adding for individuals 43adding ranges 42adding, special procedure at console 117fax extension 41identifying 40limits 40maintenance 116maximum recording 146Operator 45operator’s extension 41range 40transfer rings 146transfer type 146

maintenancescheduled 154system 50, 51, 52

MAKELIST 98, 185making new file directories 102, 103managing files 102manual mode, learning call progress tones

about 60, 62busy tone 62dial tone 62disconnect tone 63do-not-disturb 63ring back tone 62

maximum extension length 140maximum message life

Operator mailbox 146subscriber messages 146

maximum person-to-person recording 146

menu keysabout 11system manager’s screen 116, 117

message delivery 24message notification

about 24testing 70

message waiting indicatorsabout 24activating 146code to turn off 148code to turn on 148interval 148lamp on now 146number of retries 148

messagesabout 10, 25delays when checking 14deletion option 142hold time 144maximum life 146subscriber report 132

minimum extension length 140modem

connecting 83PBX incompatibility 82requirements 82restarting Lingo after connecting 90restarting the system after connecting 82speed 89type 89

modem connection, Remote Maintenance 80modular jacks 27mouse, disabling for Remote

Maintenance 82, 85

L–M


Nnavigating the console 114, 115notification of messages 24number of rings to answer on 154

Ooff-hook delay 148one-key pause time 148opening greeting 10, 144, 150operating system, exiting to 87operating system, Remote Maintenance 82operator

and automated attendant 10call transfer 77role of 8, 10, 11, 15training 76

Operator mailboxabout 44, 45archive time 140fax notification 47hold time 144maximum message life 146

operator transfer rings 148operator transfer type 150operator transfers, testing 69operator voice detect 150operator’s extension 41, 44, 45orientation, system manager training 76outdial access sequence 150outdial access trigger length 150outside calls, usage reports 126overflow calls, handling 15overview of Lingo 2overwrite duplicate files 99overwrite verify 99

Ppassword

Remote Maintenance phone book 89technician’s 33, 54to log in to console 113

pause, dialing character 49pause for first digit from switch 140pause length, setting 142, 144pause time, one-key 148pause-out timer 150PBX incompatibility with modem 82performing a system backup 96personal greeting 10phone book

backup utility 96creating 89information needed 88“Login” field 89password 89Remote Maintenance 88setting up 88

phone trace 152playback loudness 140pooled delay 152pooled ringing, activating 154port hunting, testing 69port status, Banner screen 113port waiting status 152ports, dial-out 148power supply

about 21, 52training the system manager 76

preparing the telephone system 26Previous reports

about 122, 123viewing 124

primary attendant 12, 15printing reports 123private attendant 12, 15

N–P

INDEX 215

programmingextensions 26telephone system 26

prompt volume adjustment 152pulse dialing, dialing character 49

Qquick connect, Remote Maintenance 90, 91

Rrange of mailboxes 42RDMR 152recall sequence

learning call progress tones 57system option code 152

recommendations, backing up the system 94recording loudness 140recording space

subscriber report 132troubleshooting on system manager’s

screen 117upgrading 72

recording time, mailbox maximum 146release on loop current reversal 152releasing calls, affect on call transfer 14reloading Remote Maintenance 86Remote Maintenance

about 80accessing the Main menu 87backing up Lingo 95, 96backing up the system 94billing log 106, 107, 108, 109Call menu 90connecting 90directory 84ending a connection 93exiting to the operating system 87getting started 86

installing 84loading 87managing files 102modem connection 83modem requirements 82operating system 82phone book 88, 89preparing to use 82quick connect 90, 91reloading 86reports 122restarting the system 104, 105restoring a backup 94, 97resuming a session 92support computer 80suspending a session 92transferring files 98, 99, 100, 101unloading 87using Direct Connect 81voice switch 90, 91

replog. See Call logreports

Call log 122, 123, 128choosing graphs or tables 123copying to files 123creating 80, 122, 123deleting 123deletion, preventing 123directory 123earlier 124preventing deletion 123previous 122, 123, 124printing 123sample subscriber report 132sample subscriber usage table 127sample usage bar graph 126saving with new file name 123subscriber 122, 132usage 122, 123, 126

P–R


reports (continued)usage, bar graph 126usage, table 126viewing data for previous date 123, 124, 125

Reports menu, accessing 115requirements

AC ringing 23, 24DTMF signaling 23, 24message notification 24modem 82ring signal 23support computer 82telephone system 22voice messaging system 20

responsibilities of system manager 6, 7restarting the system

for modem connection 82locally 104remotely 104, 105

restoring a backup 94, 97resuming a Remote Maintenance session 92returning to the Banner screen 115ring back tone

learning 62system option codes 158testing 58

ring signal requirements 23ring test 28ring-off time 152ring-on time 152rings to answer on 154role of operator 15routing calls 10routing faxes 11

Ssaving reports 123, 124scheduled maintenance 50, 51, 52, 154second-line ringing, tone delay testing 57secondary attendant 12, 15selecting a port for local connection 115semicolon, dialing character 144Setup Information Record

about 76training the system manager 77

signing in to the console 115silence detection level 154single-line ports testing 27, 28single-line telephone support

about 22, 23built-in support 24external modules 24internal cards 23

skipping Yes-and-No prompt 154special dial tone 24special dialing characters 49startup, troubleshooting 190status of system, checking 66subscriber messages, maximum length 146subscriber reports

about 122, 132sample 132

subscriber usage table, sample 127subscriber-to-subscriber messaging 77SUNLOAD command 86support computer

installing Remote Maintenance software 84phone book entry 88requirements 82requirements for Direct Connect 81role 80

suspending a Remote Maintenance session 92switch. See telephone systemsystem customization 140

R–S

INDEX 217

system identification number 73system initialization 34, 35system manager

choosing 6responsibilities 6, 7training. See training the system manager

System Manager’s Guide 7system manager’s screen

about 116accessing 112logging in 113mailbox maintenance 117menu keys 117troubleshooting recording space 117

system optionsabout 48call progress tones 158changing 48customizing the system 140daily maintenance 50, 51database archive 50numeric list 164tone delay 60troubleshooting 176troubleshooting at console 118

System Options Worksheetabout 48form 140training the system manager 76, 77See also System Setup Worksheet

system reports. See reportsSystem Setup Worksheet

about 16application method 39fax extension 46form 17mailboxes 40Operator mailbox 45

operator’s extension 41, 44planning setup 32record of settings 67telephone system 36See also System Options Worksheet

system startup, troubleshooting 190system status, Banner screen 112, 113

Ttable, report 123table, usage reports 126technician’s conversation

about 32accessing 32, 33application method 39automatic learn mode 64checking system information 66, 67daily maintenance 51database archiving 53fax extension 47fax notification 47learning call progress tones 60, 62, 63, 64mailbox maintenance 40, 42, 43manual learn mode 62, 63Operator mailbox 45operator’s extension 45password 55structure 32system options 48, 51telephone system 37tone delay 60upgrading recording space 73

Technician’s Guide overview 2technician’s password

about 33changing 54resetting 55

S–T


technician’s screenabout 118, 119accessing 112logging in 113troubleshooting call progress options 119troubleshooting system options 118

TED utility 98, 184telephone system

adjusting programming 68call forwarding 25, 38capabilities 24connecting to 8, 12, 26, 27, 30easy message access 25fax machine connections 26, 46features supported 25hardware 26identifying 36, 37installing modular jacks 27knowledge required 2preparing 22, 26programming 26related system options 48releasing calls 14requirements 22, 23system option code 140, 154technician’s conversation 36, 37testing 27, 28wiring 27

testinganswering 68automated attendant 68busy tone 58call forwarding 70dial tone 58disconnect 69

T

disconnect tone 59do-not-disturb tone 59DTMF signaling 28external access to fax machine 29external line access 29external line ringing assignments 29fax detection 71hookflash transfers 29message notification 70operator transfers 69port hunting 69ring back tone 58ringing 28setup 68single-line ports 27, 28telephone system 27tone delays 57

text files, viewing 124toggling between screens 114, 115Tone Analysis Worksheet

about 57form 58using for multiple sites 59

tone delays, analyzing 57tone dialing, dialing character 49tones, learning. See learning call progress tonestouchtone

duration, dialing sequence 142inter-digit delay 144

tracedatabase 142phone 152

tracking Remote Maintenance sessions 106, 108traffic, effect on automated attendant 14

INDEX 219

training the system managerabout 76archiving the database 77automated attendant 76backing up the system 77batteries 76call forwarding 77call transfer 77easy message access 77orientation 76overview 76power supply 76Setup Information Record 77subscriber-to-subscriber message 77system components 76System Options Worksheet 77

transfer initiate 154transfer rings

mailbox 146operator 148

transfer sequence, learning call progresstones 57

transfer testing 29transfer type

mailbox 146operator 150

transfer. See call transfertransferring calls 8, 9, 10transferring files

changing directory 100file compression 99File Menu screen 101overview 99overwrite duplicate files 99overwrite verify 99procedure 100purpose 98TED utility 98transfer options 99, 100

updating system file list 98, 185while Lingo answers calls 98

troubleshootingcall progress options, console 119console 112LED patterns 190reports 122system options 176system options, console 118system settings 113

turning off the billing log 109turning on the billing log 108

Uunloading Remote Maintenance 87updating

billing log 109system file list 98, 185

upgrading recording space 72usage bar graph, sample 126Usage reports

about 122, 126bar graph 126calls from outside callers 126formats 126scope 126table 126

Vviewing

earlier reports 122files 80, 102, 103files, TED utility 184reports for previous date 123, 124, 125system options 118system settings 80text files 124

T–V


V–Z

voice detectopening greeting 150time to wait for voice 154

voice fields, copying at console 115voice mail only 9voice mail ports, identifying 156voice mailbox. See mailboxvoice messaging system, role of 8, 9, 10voice switch, Remote Maintenance 90, 91volume adjustment, prompts 152

W–Xwiring for telephone system 27Worksheet, System Options 140

Y–ZYes-and-No prompt, skipping 154

Documents

Technicianâ€™s Guide - Nec Pro Level 1 and Lingo voicemail