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AutoAttendant(V2) User's Guide

1. If you still can t find the answer gather all the information or questions that apply to your problem and with the product close to you call your dealer Matrix dealers are trained and ready to give you the support you need to get the most from your Matrix product In fact most problems reported are minor and can be easily solved over the phone In addition technical consultation is available from Matrix engineers every business day We are always ready to give advice on application requirements or specific information on installation and operation of our products The system manual is divided in following sections Section 1 Introduction Section 2 Features and Facilities Section 3 Appendices We suggest the first time users to read this system manual in the following sequence Section 1 e Section 2 in the given below hierarchy e Interfacing the AutoAttendant with a PBX 66 e Operation of AutoAttendant 73 e Programming the System 76 e Extension Parameters 39 e Dial by Extension Number 34 e Dial by Name 36 e Greetings 63 e Initial Node 64 e Graph and Nodes 48 e Extension Status 43 e System Security Passwords 88 The user can use the pages named Notes for making note of customer s requirements and Programming Register for registering the programming changes datewise These could be used for future reference AutoAttendant V2 System Manual 7 Matrix Packing List The ideal sales package for AutoAtte
2. AS ON 22 05 2004 Tue AT 18 21 MENU NODE MN MN 1 MN 2 MN 3 DIG DNT DNN DIG DNT DNN DIG DNT DNN 1 1 gt 1 2 2 2 3 3 3 4 4 4 5 5 5 6 6 6 7 7 7 8 8 8 9 9 9 MN 4 MN 5 MN 6 DIG DNT DNN DIG DNT DNN DIG DNT DNN 1 gt 1 1 2 2 2 3 3 3 4 4 4 5 5 5 6 6 6 7 7 7 8 8 8 9 9 9 TRANSFER NODE XN XN EXT_INDX XN EXT_INDX XN EXT_INDX 01 255 09 255 17 255 02 255 10 255 18 255 03 255 11 255 19 255 04 255 12 255 20 255 05 255 13 255 21 255 06 255 14 255 22 255 07 255 15 255 23 255 08 255 16 255 24 255 INFORMATION NODE IN MAXIMUM NODE 0 IN MAX_TIME ACTUAL_TIME DNT DESTINATION NODE TYPE DNN DESTINATION NODE NUMBE MATRIX AUTO ATT 62 ENDANT V2RO X X AutoAttendant V2 System Manual Matrix Greetings What s this Greetings are the voice files played by the AutoAttendant to greet its callers The greetings are played as per the timings given below in the greeting table Type of Greeting Default Greeting message 00 00 11 59 Morning Greeting Good morning Welcome to lt Company Name gt MSG015 12 00 16 59 Afternoon Greeting _ Good afternoo
3. TRANSFER CODE WORKING HOURS TABLE DAY START TIME END TIME 1 00 00 00 00 2 09 00 18 00 3 09 00 18 00 4 09 00 18 00 5 09 00 18 00 6 09 00 18 00 7 09 00 18 00 HOLIDAY TABLI INDEX DATE MONTH YEAR 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 AutoAttendant V2 System Manual 21 22 23 24 PORT PARAMETERS PORT NO ENABLE FLASH TIMER 01 YES 400 ms 02 YES 400 ms 03 YES 400 ms 04 YES 400 ms TIME_ZONE HOME_NODE_TYPE HOME_NODE_NO WORKING NONWORKING HOLIDAY CPD PARAMETERS RING BACK TONE O IME 0400 ms RING BACK TONE ON TIME TOLERANCE 25 RING BACK TONE OFF TIME 2250 ms BUSY TONE ON TIME 0750 ms BUSY TONE ON TIME TOLERANCE 25 GATEWAY STRINGS PBX TYPE NONE STRING TYPE STRING DIAL TONE RING BACK TONE BUSY TONE ERROR TONE DO NOT DISTURB SPEECH DISCONNECT RETURN CALL ON NO REPLY RETURN CALL ON BUSY DIRECT INTERNAL CALL DIRECT EXTERNAL CALL DIRECT DID CALL ALL CALL FORWARD CALL FORWARD ON BUSY CALL FORWARD ON NO REPLY OTHER PARAMETERS VOICE MODULE TYPE 240 Sec RECORDING SOURCE TELEPHONE FAX EXTENSION INDEX RE OPR EXT INDEXES 000 W OOO NW 000
4. e Reduces the load on your receptionist operator e Gives undiluted attention and importance to every call e Gives your caller the directory services of the persons departments and the extensions e The familiar caller can skip the prompts and dial the digits e Gives the caller a host of services from just one call Benefits to the System Engineer e Needs no specialized training e Gives the System Engineer an easy interface to configure and install the system e Optimizes the resources and ensures 24 hours up time of the system and non stop function X X 12 AutoAttendant V2 System Manual Matrix Configuring the System The AutoAttendant can be interfaced with any PBX The AutoAttendant PBX integration works well if the exchange of information between the two is perfect The port of the AutoAttendant should be connected to the extension port of the PBX using a single pair telephone cable The AutoAttendant PBX integration works on two protocols of information exchange viz Tone sensing and Gateway The AutoAttendant provides the flexibility to interface with any type of PBX If the PBX integrated with the AutoAttendant is a Matrix digital product or Matrix analog Version 7 or above product Siemens Hi Path 3550 or Panasonic KX TD1232 KX TD816 no special programming is required But in case the PBX type integrated is Unknown then additional programming is required Please refer Interfacing the AutoAttendant with a PBX for
5. preferable order to be followed is System Parameters Time Table Greetings Initial Node Extension Parameters Operator Graph and Nodes Recording Prompts and Responses System Security OO J O O1 ND Using the AutoAttendant More Effectively When you call the AutoAttendant e If you know the extension number of the desired person dial the extension number It is the easy and shortest path to reach the desired person AutoAttendant V2 System Manual 17 Matrix e Listen to the prompts properly and then dial the instructed code e When asked to record your name record your full name along with your firm s identification This will help the extension user to identify you e The regular user caller can skip the greetings or the prompts by dialing relevant digit When you exit the AutoAttendant e It is always advisable for the caller to exit the AutoAttendant by dialing instructed codes e In case the caller dials no codes the AutoAttendant waits for timeout and then either disconnects the call or transfer the call to operator depending upon the state of the call The timeout time depends on the state at which the caller is This keeps the port engaged for more time However the maximum time for which the port would remain engaged is one minute Relevant Topics 1 Operation of AutoAttendant 73 2 Programming the System 76 X X 18 AutoAttendant V2 System Manual Section 2 Feat
6. 227 00 4 54 After the above programming is done whenever the PBX senses a dial tone it sends the string AB4 to the AutoAttendant The AutoAttendant interprets this string as dial tone and acts accordingly 70 AutoAttendant V2 System Manual Matrix To program the dial tone gateway string to NULL 227 00 To reset all gateway strings to NULL 227 99 Step 8 This step is essential only if the PBX type chosen using the command 220 is 00 Different PBX s have different cadence for different tones When AutoAttendant dials a station it encounter only 2 tones RBT and BT The AutoAttendant needs to identify both the and act accordingly To ensure this it is required to program the cadence of these tones in the AutoAttendant A level of tolerance is also required to be programmed to erase improper sensing of tones due synchronization problems between the PBX and the AutoAttendant If this tolerance level is not programmed then there are changes that the AutoAttendant may not identify the tone properly Use the following command to program the RBT ON Time 281 RBT ON Time Where RBT ON Time is 0000 9999 ms By default the RBT ON Time is 0400 ms Use the following command to program the RBT OFF Time 283 RBT OFF Time Where RBT OFF Time is 0000 9999 ms By default RBT OFF Time is 2250 ms Use the following command to program the RBT ON Time Tolerance 282 RBT ON Time Tolerance Where RBT ON Time Tolerance is 00 50 The
7. Communication Port What s this e The AutoAttendant has a communication port DB 9 connector which is used to download the configuration reports on to the computer e The communication port uses RS 232C protocol e Pin details of the COM ports Communication Port e The Communication port parameters are fixed and not programmable These are Baud Rate 2400 bps Data bits 8 Start bit 1 Stop bit 1 Parity bit 0 and Flow control none e On giving print command corresponding configuration report is downloaded on the computer How to use it e To communicate with the computer install communication software like ProComm Bitcomm Xtalk Mirror etc However if you have Windows 95 or Windows NT then its in built software viz HyperTerminal can be used For more details please refer section Connecting AutoAttendant with computer using HyperTerminal Connect the communication port of the AutoAttendant with the communication port of the computer using Matrix communication cable Please contact Matrix dealer or Matrix Telecom Pvt Ltd for Matrix communication cable Matrix communication cable has 9 pin D type female connector on both the sides and is 10 meters long Connecting AutoAttendant with Computer e Start your computer and go to command prompt You get C gt Type CD ProComm You get C ProComm gt Type ProComm You get C ProComm gt ProComm Press Enter The computer runs the ProComm Software and you get a full
8. AutoAttendant V2 System Manual AutoAttendant responds 02 Please record your name after the beep Caller speaks his her name AutoAttendant records the name for 3 seconds after the beep AutoAttendant plays message 02 Please hold while your call is being transferred s a AutoAttendant puts the caller on hold and dials the extension number and waits for the dialed extension to answer the call Called extension busy Yes No AutoAttendant responds 04 The extension you have dialed is busy Does the dialed extension answer the call before wait for answer timer Yes m AutoAttendant responds to the extension 10 There is call from lt Name of the caller gt Meanwhile caller is kept on hold and gets MOH of the PBX AutoAttendant prompts to the called extension 05 Dial 1 to take the call or Dial 2 to reject the call Extension dials 1 Extension dials 1 or 2 AutoAttendant transfers the call Extension dials 2 or timeout N to the extension Extension and the caller comes in speech End AutoAttendant V2 System Manual Matrix 27 Matrix AutoAttendant responds 07 The person you wish to talk to is not available AutoAttendant prompts 06 Please dial 1 to retry dial 9 to go to operator dial 0 to go to initial node or dial to disconnect Is digit 9 1 0O dialed timeout Digit 1
9. pause timer Use following command to program pause timer 218 Timer Where Timer is from 1 to 9 seconds By default Pause Timer is 2 seconds X X 90 AutoAttendant V2 System Manual Matrix Time Table What s this Time Table is a daywise weekly schedule of working hours and non working hours Working Non working hours can be programmed for each day separately Time table also take care of Holidays in a year It is also possible to program total 25 days as Holidays for a year Time table provides flexibility 1 To play different initial node messages during Working hours Non Working hours and Holidays 2 Assign different extensions as operator extension AutoAttendant also provides a facility to overwrite the current timings This feature helps the user to work on Sundays Holidays Working hours The AutoAttendant offers the flexibility to program different working hours for each day of the week Hence it is possible to program Saturday as a weekly off or a half day or a complete working day Total seven entries one for each day are required for the week Working Hours ele C Stat End HH MM HH MM HH MM HH MM Default table shown below Working Hours Weekdays Start End 00 00 00 00 09 00 18 00 How to program Use following command to program working hours 240 Day Start Time End Time Where Day Day of the week as per following table RE RS EE a RE Start Time Time at wh
10. the digit which is used to go to Home node is 8 Since it is programmable it can be changed to any other digit of your choice Use following command to program a digit as Home node code 222 Code Where Code can be any digit from 0 9 amp Please note that codes digits used to access operator or keep the caller on hold is also programmable Please refer Interfacing AutoAttendant with PBX for more details Please do not use digits with which any extension number starts For example do not use digit 2 if you have extension starting with 2 Also take care not to program same digit for two different function For example do not program same digit for Operator Access and Hold function Step 3 Home Node Programming Use following command to program Home node 511 Time Zone Node Type Node Index Where Time Zone Meaning O Working hours Node Type Meaning 0 Menunode Information node Node Index Meaning Use following command to disable graph navigation for a time zone 512 Time Zone Where 54 AutoAttendant V2 System Manual Matrix Time Zone Meaning 0 Working hours Non working hours Holiday Step 4 Menu Node Programming Use following command to assign unique digit for each option at a menu node 521 Menu Node Index Digit Destination Node Type Destination Node Index Where Menu Node Index is from 1 to 6 Digit is from 1 9 Please note by default digit 0
11. 5 3 1 06 521 6 1 1 07 521 6 2 1 08 521 6 3 1 09 Step 4 Record prompt for the menu node 522 1 Please dial 1 for information 2 for further navigation Message file name MSG021 522 2 Please dial 1 for Information on Analog PBX 2 for Information on Digital PBX and 3 for Information on other products Message file name MSG022 522 3 Please dial 1 for Marketing department 2 for Technical Support 3 for Co Ordination Message file name MSG023 522 4 Please dial 1 for Sagar 2 for Newton 3 for Hiren Message file name MSG024 522 5 Please dial 1 for Pranav 2 for Vinay 3 for Mahendra Message file name MSG025 522 6 Please dial 1 for Bharti 2 for Minal 3 for Smita Message file name MSG026 These messages can be of maximum 10 seconds duration Step 5 Verify the recorded prompt using command 523 Menu Node Index On giving this command AutoAttendant plays back the prompt To rerecord repeat step 3 Step 6 Not required for the example in question Step 7 Transfer Node programming Assign unique extension for the transfer node 531 01 000 531 02 001 531 03 002 531 04 003 531 05 004 531 06 005 531 07 006 531 08 007 531 09 008 Here it is assumed that extension table has been programmed as below a 224 006 230 AutoAttendant V2 System Manual 59 Matrix Step 8
12. Extension Parameters 39 Operator 74 Graph and Nodes 48 Recording Prompts and Responses 81 System Security Passwords 88 J O O1 ON gt Important Points e Programming can be done at the site without opening the system e The AutoAttendant can also be programmed from a remote end from anywhere in the world e Programming is accomplished by dialing separate codes string of digits for different settings This eliminates need for entering long and confusing programming sequences Also it eliminates need of any specialized tools Relevant Topics 1 System Security Passwords 88 2 Extension Parameters 39 3 Default Configuration 33 X X 78 AutoAttendant V2 System Manual Matrix Prompts and Responses What s this AutoAttendant guides the caller throughout its journey through the AutoAttendant by playing various guiding messages These messages are called Prompts On following the instructions played in the prompts when the caller dials some codes the AutoAttendant responds by playing another message or by taking some action These actions messages are called Responses For example on calling the AutoAttendant it greets the caller and then plays a prompt for the initial node Please dial extension or dial to dial by name 9 to go to operator 8 to go to home node 0 to listen message again The AutoAttendant offers a flexibility to record these prompts of your own choice The SE
13. H amp FLASH PAUSE W WORKING NW NONWORKING H HOLIDAY MATRIX AUTO ATT ENDANT V2RO AutoAttendant V2 System Manual X X Matrix 87 Matrix System Security Passwords What s this The programming or usage of AutoAttendant is secured at two levels e System Engineer level This level is protected by SE password e User level This level is protected by User password System Engineer SE Password e This password is the main password of the system and should be kept by the system engineer SE password is needed to enter the system engineer mode of the system to change any setting of the system e SE password is a 4 digit password It cannot have either less than or more than 4 digits Digits 0 9 are valid User Password Please refer User Password for more details How to program Use following command to change SE password 261 New SE password New SE password is a number string of 4 digits By default password is 1234 Forgot your SE password e Itis very important to remember the SE password Without this password it is not possible to enter in to programing mode and change the settings It is advisable to make a note of this password at a safe place e However if the system engineer SE password is lost then it can be set to its default value Following steps describe the procedure e Switch OFF the system e Locate a mini jumper J12 on the card e Put the jumper in A B Pos
14. Matrix reserves the right to waive off or make any changes in its warranty policy without giving any notice If Matrix is unable to repair or replace as applicable a defective product which is covered by Matrix warranty Matrix shall within a reasonable time after being notified of the defect refund the purchase price of the product provided the consumer purchaser returns the product to Matrix In no event will Matrix be liable for any damages including lost profits lost business lost savings downtime or delay labor repair or material cost injury to person property or other incidental or consequential damages arising out of use of or inability to use such product even if Matrix has been advised of the possibility of such damages or losses or for any claim by any other party AutoAttendant V2 System Manual 9 Matrix Except for the obligations specifically set forth in this Warranty Policy Statement in no event shall Matrix be liable for any direct indirect special incidental or consequential damages whether based on contract or any other legal theory and where advised of the possibility of such damages Neither Matrix nor any ofits distributors dealers or sub dealers makes any other warranty of any kind whether expressed or implied with respect to Matrix products Matrix and its distributors dealers or sub dealers specifically disclaim the implied warranties of merchantability and fitness for a particular purpose This warrant
15. RBT ON Time Tolerance is in percentage By default RBT ON Time Tolerance is 25 Example If the RBT ON Time is 400ms and the RBT ON Time Tolerance is 30 and the RBT OFF Time is 2250ms then Tolerance 30 100 X 400 120 ms The RBT ON duration is now between 400 120 ms to 400 120 ms i e 280 ms to 520 ms RBT ON Time with Tolerance 400m Use the following command to program the Busy Tone ON Time 284 BT ON Time Where AutoAttendant V2 System Manual 71 Matrix BT ON Time is 0000 9999 ms By default the BT ON Time is 0750 ms Use the following command to program the RBT ON Time Tolerance 285 BT ON Time Tolerance Where BT ON Time Tolerance is 00 50 The BT ON Time Tolerance is in percentage By default BT ON Time Tolerance is 25 Example If the BT ON Time is 0750 ms and the BT ON Time Tolerance is 30 Then Tolerance 30 100 X 750 225 ms Then BT ON duration is sensed from 750 225 ms to 750 225 ms i e 525 ms and 975 ms BT ON Time with Tolerance i lt _ 750ms 525ms 975ms Use the following command to default the CPD parameters 280 Important Points e It is advisable to keep the operator access code in AutoAttendant the same as used by the PBX If 9 is the operator access code in PBX then 9 should also be used to access operator through AutoAttendant e Please note that only three call transfer types are allows for operator viz Blind Wai
16. a phone no special tool required Applications of AutoAttendant AutoAttendant as Auto attendant AutoAttendant can attend incoming calls automatically It can guide the caller through voice prompts giving him various options to choose from and can transfer his call to destination of his choice just like an operator would have had done Lot of flexibility is offered in transferring calls similar to the real life scenario where an operator is present AutoAttendant as Information Center The customer can record information about his organization or any other relevant information like availability of products new products etc at the information node The caller can access this information by accessing the information node Benefits of AutoAttendant e Stand alone system single box solution e Wall mountable e Reliable No moving parts e Long retention of messages and configuration 10 years e Low power consumption easy to install and use e Can be interfaced with any PBX e No need to change the already existing extension numbers of the users Thereby the caller need not remember two different codes ext numbers to call the same person in an organization viz one for calling a person through the AutoAttendant and the other for calling the person using the DID facility of the PBX e DID feature in PBX not required to interface the AutoAttendant to a PBX Benefits to the caller e Answer your telephone calls on the first ring
17. by Name function The AutoAttendant provides the flexibility to change this code Use following command to program the code digit for Dial by Name function 228 Code Where Code is a single digit used to access the Dial by Name function By default Code for Dial by Name function in Siemens and Panasonic PBX type is 7 By default Code for Dial by Name function in any other PBX type is AutoAttendant V2 System Manual 69 Matrix Step 7 This is required only if the PBX type chosen using command 220 is 99 This should be programmed prior to programming the PBX type to 99 Different PBX manufacturers have different strings of digits to signify the various gateway events Hence it is required to program these strings in the AutoAttendant These strings are stored in the memory of the AutoAttendant Use the following command to program the different gateway strings and gateway events 227 Gateway Event Gateway String Where GatewayEvent Meaning POO Dialtone S 6 Pisconnect 7 08 Return Call Busy 09 Pirect Internal Call 99 All Gateway Events If the PBX type is 99 and the gateway event and gateway strings are not programmed then the system works on CPD Gateway String Meaning BT CE CE BEC These digits carries the same meaning If the gateway string is less than 10 digits terminate the command with H For e g To program dial tone gateway string as AB4
18. for u MSG019 hours assistance l am Sorry We are closed today Dial 8 for information Dial 9 for MSG020 assistance These messages can be of maximum 15 seconds duration Relevant Topic 1 Recording Prompts and Responses 81 AutoAttendant V2 System Manual 65 Matrix Interfacing the AutoAttendant with a PBX What s this e The AutoAttendant can be interfaced with any PBX e AutoAttendant PBX integration works well if the exchange of information between the two is perfect e The AutoAttendant also supports both the protocols of information exchange Please refer How it works in this topic for more details e Gateway is a PBX feature Most of the PBXs support this feature All the matrix products except few provide this feature However for latest knowledge on which model provides this feature please call our channel partner or matrix support desk How to connect the AutoAttendant to a PBX The port of AutoAttendant should be connected to the extension port of the PBX using a single pair telephone cable The figure given below shows connection of the AutoAttendant with a PBX where all four ports of AutoAttendant are interfaced with the PBX AutoAttendant How it works As shown in the figure the AutoAttendant is connected on four extensions of the PBX If all the calls are to be routed through the AutoAttendant the PBX should be programmed in such a way that all the incoming calls land on these four ports o
19. frequently called person in an organization SE programs the graph in such a way that he is accessible at the fifth level l e SE programs four menu nodes to reach him with prompts like Please dial 1 for R amp D dept please dial 1 for software group please dial 2 for software programmers please dial 5 for Rakesh Such a graph will surely annoy the caller e Though eight options are available at each menu node it is advisable to give 3 4 options at the menu node The caller might forget the first option by the time he listens to the complete prompt For example please dial 1 for Divya 2 for Amisha 3 for Raju 4 for Swati 5 for Tanvi 6 for Gauri AutoAttendant V2 System Manual 53 Matrix Step 2 Programmable digits Digits are used as codes to do various activities These activities could be going to Home node from initial node going to initial node from any where in the graph accessing an operator AutoAttendant also use a code to keep the caller on hold This code is also programmable Initial Node code On dialing this digit at any of the nodes in the graph the AutoAttendant takes the caller to the Initial node as per the timetable By default this digit is 0 Use following command to program a digit as Initial node code 221 Code Where Code can be any digit from 0 9 amp Home node code An Initial node among various other options the caller is offered an option to go to Home node By default
20. from the caller This timer is loaded when the caller dials first digit digit could be other then extension number and waits for the second digit while reaching a desired extension Use following command to program the digit to digit wait timer 213 Timer Where Timer is in seconds in two digits from 01 to 99 By default Digit to Digit Wait Timer is 5 second Tone to Speech Timer This timer is loaded when the last tone is sensed For example in case of wait for answer w o name type of call transfer the AutoAttendant senses for RBT Once RBT is sensed it senses for the RBT to stop At every RBT the AutoAttendant loads this timer If the AutoAttendant does not sense next RBT for this time it understands that the called party has gone Off hook and plays the name of the station to the called party It is recommended that this timer should be greater than the time between two RBTs given by the PBX If not so then the performance of the AutoAttendant might get deteriorated This timer is also significant for Wait for RBT Wait for Answer with Name and Screen type of call transfer Use following command to program the wait for RBT timer 214 Timer Where Timer is in seconds in two digits from 01 to 99 By default Tone to Speech Timer is 03 second Wait for Answer Timer This timer signifies the time for which the AutoAttendant waits for the called person to answer the call This timer is relevant in case of Wait for answer w o
21. initial node as per the timetable While the above prompt is being played the AutoAttendant senses CNG signal Is CNG signal available continously for 0 5 seconds AutoAttendant considers it to be genunine signal and routes the AutoAttendant routes the call as per the codes dialed or to the operator call to the extension where the fax machine is connected How to program Use following command to enable fax homing and assign destination extension 710 Extension Index Where Extension Index is from 000 to 255 The extension assigned to this Extension Index would become the fax destination Please refer Extension Parameters for details on Extension Index 46 AutoAttendant V2 System Manual Matrix Use following command to disable fax homing 710 By default Fax Homing is disabled Example To program fax homing destination as extension 299 Extension Index 008 Dial 710 008 Important Points AutoAttendant supports fax homing only on Port 0 Call transfer type for the extension where fax machine is connected should always be programmed as Blind Even if SE forget to program transfer type as Blind the AutoAttendant takes care of it internally and sets call transfer type as Blind Please note that the extension to which the fax call is to be routed should be defined as valid extension in the AutoAttendant Fax homing may not work if the caller does not give the CNG signal within ti
22. is used to reach initial node digit is used to disconnect and digit is invalid Destination NodeType Meaning 0 __ Mnun e Destination Node Index Meaning Step 5 Use following command to record a prompt for menu node 522 Menu Node Index lt Record Message gt Where Menu Node Index is from 1 to 6 Please note that maximum message length at menu node is 10 seconds Please refer Recording Prompts and Responses Step 6 Use following command to playback the recorded prompt at menu node 523 Menu Node Index Where Menu node index is from 1 to 6 Step 7 Use following command to delete an option at a menu node 524 Menu Node Index Digit Where Menu Node Index is from 1 to 6 Digit is from 1 to 9 Use following command to delete all options at the Menu Node 524 Menu Node Index Where Menu Node Index is from 1 to 6 Step 8 Transfer Node Programming AutoAttendant V2 System Manual 55 Matrix Use following command to assign unique extension for a transfer node 531 Transfer Node Index Extension Index Where Transfer Node Index is from 01 24 Extension Index is from 000 to 255 This way all the transfer nodes can be programmed to reach different extensions or different departments Step 9 Information Node Programming Use following command to assign voice module type 541 VM Type Where VM Type Meaning 0 240 Seconds 480 Seconds By default voice module type
23. more details Relevant Topic 1 Interfacing the AutoAttendant with a PBX 66 AutoAttendant V2 System Manual 13 Matrix Protecting the System The AutoAttendant does not work in isolation with the environment e Power is fed to the system for functioning of the system e System also has another interfaces like the computer interface and Auxiliary port There are chances that heavy voltages can enter the system through these interfaces e If the system is protected from these interfaces 100 satisfactory and trouble free performance of the system is guaranteed Also the system should be protected from static charges that could find their way through the system components Protecting the AutoAttendant from heavy voltage from the mains The AutoAttendant is designed to work with input voltages ranging between 90V to 260V AC The system should be protected from abrupt changes in the input voltage by using a CVT Protecting the AutoAttendant from static charges While installing the system or servicing the system care must be taken to provide a path to the static charges The engineer installing the system should wear an antistatic belt which is properly earthed Every person carries a static charge on his body depending upon his body composition and the environment around him Most of the times this charge finds its way to the earth when the person touches any object which is grounded or if he is bare footed Generally during installation
24. no time is left for the third node and hence no message can be recorded at the third node If number of Information messages are to be changed or message lengths of individual messages are to be changed then it is compulsory to change all the messages However if only the message contents are to be changed then there is no need to change all the message Issuing command 542 erases all the messages Hence whenever any change in number of information messages or message length at information nodes is to be made command 542 should be invariably used It is advisable to issue command 542 before programming parameters of information node How it works Following flowchart explains how a caller navigates through the graph AutoAttendant V2 System Manual 51 Matrix Caller calls AutoAttendant Autoattendant greets the caller as per the time of the day AutoAttendant plays prompts for the initial node as per the timetable User dials 8 AutoAttendant plays prompt of the home node Caller presses a digit as per the prompt AutoAttendant takes the caller to the next node as per the node programming Finally caller reaches information node transfer node Information node Transfer node AutoAttedant plays a message for the information node AutoAttendant takes the call to the desired extension Please refer Dial by Extension AutoAttendant offers four option to the caller viz to retry go to operator go to initial node or to disco
25. other digit Digit 9 Digit Digit 0 Timeout B esate be AutoAttendant responds 00 P Good bye Thanks for calling as per the timetable End End How to program Call transfer type can be programmed by the SE as well as by the extension user Programming by SE Please refer Extension Parameters to know how SE can program the call transfer type for an extension Programming by User e Call AutoAttendant e Dial 2 Your Extension Number User Password e On getting programming beeps issue following command 111 Call Transfer Type Where 28 AutoAttendant V2 System Manual Matrix Call Transfer Type Meaning Po None 2 Wait For Ring 3 Wait For Answer w o name 4 Wait For Answer with name PS Screen Please note that command is to be given from user programming mode Example An extension user 201 wants to set his call transfer type as Screen Assume user password as 6262 He should follow following steps to change his call transfer type 1 Call AutoAttendant 2 Dial 2 201 6262 3 Dial 111 5 4 Dial 0 to exit user programming mode 5 AutoAttendant brings you to the initial node Important Point e Only three call transfer types viz Blind Wait for Ring and Wait for Answer w o name are applicable for operator Relevant Topics 1 Time Table 91 2 Initial Node 64 3 Graph and Nodes 48 4 Prompts and Responses 79 5 Operator 74 AutoAttendant V2 System Manual 29 Matrix
26. screen showing ProComm e Press Esc You get a Status bar at the bottom of the screen e Press ALT P to set the communication port of the computer for following settings e Baud rate 2400 bps e Start bit 1 e Stop bit 1 e Parity bit none e These settings are available in the option 9 Hence press 9 and press enter e Now press 20 if you have connected the cable to COM port 1 and press enter e Press 21 if you have connected the cable to COM port 2 and press enter To save the changes made in the settings press 24 e After some time you get a screen with a status bar at the bottom e Press ALT F1 to create a file to store data On pressing ALT F1 the computer asks you a file name Give appropriate filename and press enter The status bar at the bottom now shows LOG OPEN Now on giving printing commands the reports get downloaded on the computer you can see them on the screen These reports can be saved in a file and can be retrieved edited deleted printed etc e To come out of the DOS mode press ALT X 30 AutoAttendant V2 System Manual Matrix e Suppose you have stored the configuration reports in a filename viz lt Sumer gt and you want to retrieve this file Then go to command prompt type CD ProComm press enter and then type EDIT lt filename gt Now you can edit delete and print this file Connecting AutoAttendant with Computer using HyperTerminal e Your computer has MicroSoft Windows
27. the Voice Message Recording Tool The prerecorded audio files are copied to the AutoAttendant e Connect the COM port of the computer to the COM port of the AutoAttendant using a communication cable Connect the AOP of the sound card of the computer to the AUX of the AutoAttendant e In the GUI Voice Message Recording Tool select Options Select a product AutoAttendant and click on Start e The files from the AutoAttendant folder of the recording tool are copied to the target folder of the recording tool from where the files are downloaded to the AutoAttendant Technical Specification of AUX ports are given below Important Points e All the ports except the one being used should remain idle while recording messages else the messages would not be recorded No calls are answered when the system records messages e The Auxiliary jack is audio input port and no electrical signal of higher value then the specified limit should be applied to this jack This may result in permanent damage to the system Matrix warranty does not cover damages due to improper use e If signal voltage increases beyond 2V peak to peak then the speech quality may deteriorate e Ifthe DC bias increases beyond 10V then it will damage the Auxiliary music jack For technical specification of audio port marked AUX Please refer Technical Specifications e The recording tool will not work if any port of the AutoAttendant is Off hook or any repo
28. the dialed station does not respond the AutoAttendant offers four options to the caller i e to Retry to go to Operator to go to Initial Node or disconnect This way the graph terminates at the transfer node General events wherein transfer node can be used are Accessing a department Help line Product availability etc Each transfer node is linked with an extension The extension defined as destination for the transfer node should be programmed in the extension table alongwith its call transfer type Information Node Information node is an arbitrary point in the graph at which the AutoAttendant delivers some information to the caller Information node can be reached only from a menu node At the information node the caller has 4 options to retry to go the initial node to go to the operator or to quit This way the graph terminates at the information node Different information can be recorded for each information node General events wherein information node can be used are Company Profile Company News Product Information Company s Distribution Network etc Generally a graph for a medium size organization can have two to three information nodes Maximum 8 information nodes can be programmed Total time allowed for information nodes is maximum 60 seconds in VM of 240 seconds and 300 seconds in VM of 480 seconds Time for each node is programmable In case of VM of 240 seconds if two nodes are programmed with 30 seconds
29. through the graph at each node the AutoAttendant plays the prompt attached to it For example at menu node the AutoAttendant plays the prompt attached for that particular node at initial node the AutoAttendant plays the prompt attached for the initial node etc At transfer node since no prompt is required the AutoAttendant simply transfers the call to the designated destination At information node the AutoAttendant plays the information file attached for that particular node Please note that the user can program these prompts of his own choice However the message length of each prompt is fixed i e non programmable Initial Node Please refer Initial Node for more details Home Node e On pressing 8 at initial node the AutoAttendant takes the caller to the Home Node Home node is the starting point of the graph Home node can be a menu node transfer node or an information node If Home node is defined as menu node then only five menu nodes will be available for the remaining part of the graph Generally Home node is defined as menu node If Home node is defined as transfer node type then the caller can be made to land on a particular extension when he presses 8 However no further navigation would be possible e If Home node is defined as Information node type then the caller can be given some information when he presses 8 Here also no further navigation would be possible Following flowchart explains how to rea
30. 1 lt SE password gt to go to SE mode Default password is 1234 e At initial node prompt dial 2 Extension User Password to go to User programming mode e To exit from either mode dial 0 e Dialing 0 takes the user to initial node How it works Following flowchart explains how to program the system 76 AutoAttendant V2 System Manual Matrix Caller calls AutoAttendant AutoAttendant greets the caller as per the time of the day RS a AutoAttendant plays prompt for the initial node as per the timetable Caller dials 1 2 1 AutoAttendant takes the caller to the User mode Caller enters his extension number AutoAttendant takes the caller to the SE mode QS Caller enters the 4 digit password Invalid password insufficient digits Password valid AutoAttendant gives error tone invalid and increments retry count Valid password s current retry count maximum retry count Yes AutoAttendant plays prompt tone Call is disconnected AutoAttendant V2 System Manual 77 Matrix Caller enters commands Command digit is 0 or first digit time out Invalid AutoAttendant plays error tone s command valid invalid 0 Steps for programming It is advisable to program the system in following hierarchy One may skip undesirable steps System Parameters 84 lime Table 91 Greetings 63 Initial Node 64
31. AUTOATTENDANT System Manual a MATRIX TELECOM SOLUTIONS gt www matrixtelecom hu gt gt Magyarorszagon a Matrix Telecom Ltd k pviselete Matrix term kek import re kiz r lagos forgalmaz ja 1095 Budapest Mester u 34 Telefon 218 5542 215 9771 215 7550 216 7017 216 7018 Fax 218 5542 Mobil 30 940 1970 20 949 2688 E mail delton delton hu Web www delton hu Documentation Information This is a general documentation and it covers many models with different specifications A particular product may not support all the features and facilities described in the documentation Matrix Telecom reserves the right to revise information in this publication for any reason without prior notice Information in this documentation may change from time to time Matrix Telecom makes no warranties with respect to this documentation and disclaims any implied warranties While every precaution has been taken in preparation of this system manual Matrix Telecom assumes no responsibility for errors or omissions Neither is any liability assumed for damages resulting from the use of the information contained herein Matrix Telecom reserves the right without prior notice to make changes in design or components of the equipment as engineering and manufacturing may warrant Neither Matrix Telecom nor its affiliates shall be liable to the purchaser of this product or third parties for damages losses costs or expenses incurred by purchase
32. All on going communication will stop e The SE password becomes 1234 The SE can enter the SE mode and reprogram the complete system Please note that this remedy must be used only as last resort Relevant Topic 1 Programming the System 76 AutoAttendant V2 System Manual 33 Matrix Dial by Extension Number What s this caller can reach the desired person in an organization simply by dialing the extension number at the initial node How to use it e Call the AutoAttendant e AutoAttendant greets the caller as per the time of the day and then prompts the caller to dial extension number e Dial Extension Number e AutoAttendant transfers the call to the dialed extension if it is found in the extension table How it works Start Caller calls the AutoAttendant AutoAttendant greets the caller as per the time of the day AutoAttendant plays prompt for the initial node as per the timetable Caller dials extension number AutoAttendant checks the validity of the extension number Is the dialed number valid No Yes AutoAttendant transfer the call as per the transfer type set for the extension Please refer Call Transfer Type No Is the extension status Normal Yes AutoAttendant plays a prompt as per the extension status Please refer Extension Station for more details End 34 AutoAttendant increments retry count and responds 01 Sorr
33. Dialog Box having Options like and Change Emulation option to VT100 and click OK File Edit View Call Transfer etc Now enter the programming mode in the AutoAttendant You get the desired reports on the screen and give the printing commands After getting the reports on the computer Click on Transfer Point to Capture text Point to Stop and Click on Stop Click on File Point Exit and Click Computer asks a question Do you want to Click on Yes disconnect as APRES question DO yeu Want to SAYS Ihis Click on Yes You come back to the desk top menu 10 Pit HE co MAr UE Again M0 e Pad er MAR You get the print out Keep it with you for reference pad Give the print command Relevant Topic 1 Configuration Reports 32 Double click on Hyper terminal icon All the data has been received by the computer and is stored in the given filename X X AutoAttendant V2 System Manual 31 Matrix Configuration Reports What s this The AutoAttendant supports downloading the system s configuration done through programming This is done in the form of various reports These reports are useful for 1 Verifying whether the programming done is correct 2 Storing them for future reference How it works 1 Aconfiguration report can be generated on a computer 2 Configuration reports can be generated only after entering SE mode 3 There is a separate command for each configuration report 4 Aconfiguration report can be of o
34. Information Node Programming Assign voice module type 240 seconds 541 0 Step 9 Reset Information Node 542 Step 10 Decide number of information nodes to be programmed 543 3 Step 11 Assign message length to each information node 544 1 10 544 2 20 544 3 30 Step 12 Record message at Information Node Step 13 Verify the recorded message using command 546 Information Node On giving this command AutoAttendant plays back the prompt To rerecord repeat step 10 Step 14 No required for the example in question Step 15 Take a printout 5200 Important Points e At any menu node if the caller dials a digit which is not programmed to direct to any other node or does not dial any digit till time out then the caller goes to the initial node e However if the caller dials a digit which is not programmed to direct to any other node or does not dial any digit till time out at the home node itself then the caller stays at the home node itself After timeout at home node the caller is given 3 options to go initial node to go to the operator or to quit e If the PBX supports the feature of Pilot Group Group Call then while programming extension table number should be replaced by a code used to make a group call in a PBX 60 AutoAttendant V2 System Manual Matrix Relevant Topics 1 Prompts and Responses 79 2 Extension Parameters 39 AutoAttendant V2 System Manual 61 Matrix GRAPH REPORT
35. The extension programmed for this extension index will work as operator Time Zone Meaning 0 Working hours Non working hours Holiday Please refer Extension Parameters to assign call transfer type to operator Important Points e Itis advisable to keep the operator access code in AutoAttendant the same as used by the PBX If 9 is the operator access code in PBX then 9 should also be used to access operator through AutoAttendant e Please note that only three call transfer types are allows for operator viz Blind Wait for Ring and Wait for Answer Relevant Topics 1 Interfacing AutoAttendant with a PBX 66 2 Extension Parameters 39 74 AutoAttendant V2 System Manual Matrix Port Parameters What s this e The AutoAttendant has four ports e Port is a physical part of the system to which an extension of PBX connected e For efficient functioning following parameters of each port should be programmed e Enable disable e Flash timer How to program Enable Disable Port A port can individually be enabled or disabled The port to which extension of the PBX is connected should be enabled whereas others should be disabled This can be useful when a particular port goes out of order and should be stopped from being used Use following command to enable disable a port 311 Port Code Where Port is from 0 to 3 Code Meaning 0O Disable the port Enable the port By default all port
36. a command to integrate different PBXs with the help of a command The AutoAttendant maintains the protocol of various PBXs as in its memory given in the following table When the SE issues this command the AutoAttendant associates itself to the selected protocol Use following command to program the type of PBX with which the AutoAttendant is interfaced 220 PBX Type Where PBX Type Meaning SOS SCSCS 00 None works on CPD Matrix Version 7 and above products Matrix Digital Eternity and Cosine Siemens Hipart 3550 Panasonic KX TA308 KX TA616 06 Alcatel 4200 4400 99 Programmable Gateway Strings Unknown PBX By default the PBX type is None By default unknown PBX is also None Example Program the Auto Attendant to work with Empire V7R4 Use following command to program the PBX type 220 1 Step 2 Code digit for Operator function Most of the PBXs use a code digit 9 to call operator However there could be few PBXs which might use some other digit to signify this function The AutoAttendant provides the flexibility to change this code Use following command to program the code digit for Operator Access function 223 Code Where AutoAttendant V2 System Manual 67 Matrix Code is a single digit used to access operator Example Program the code for Operator Access as 8 Use following command to program the Operator Access function as 8 223 8 Step 3 Code d
37. al representation of graphs Example 1 Home node Menu Node Information Node Menu Information Node Transfer Tansfer Node Node As shown in the above figure If the caller dials 1 at home node he is taken to the Information node If the caller dials 2 at home node he is taken to other Information node If the caller dials 3 at home node he is taken to the Transfer node If the caller dials 4 at home node he is taken to other Transfer node If the caller dials 5 at home node he is taken to other Transfer node If the caller dials 6 at home node he is taken to the Menu node 48 AutoAttendant V2 System Manual Exa mple 2 T 3 Menu Node 1 o miomnangt Information Node Node Menu Node s Menu Node 05 A 2 2 Let D Tansfer D Tansfer Node Node i ig Transfer o Node Node Matrix Home Node Menu Node A Node is an arbitrary point a stop over in a graph where an activity like making a decision accessing information etc is made AutoAttendant V2 System Manual Menu ode 03 4 pa Infomation Information Node Node 2 Menu Node A P D d a Les SO nee OD Node Tansfer Node LS 49 Matrix The AutoAttendant has five types of nodes e Initial Node Home Node e Menu Node Transfer Node Information Node The Initial Node Home Node and the Menu Mode has a prompt of fixed message length attached to it When the caller traverses
38. alling The System e Unpack the box Get satisfied with the contents and the condition of all the parts In case of short supply or damaged parts please contact the source from where you purchased the system immediately e Don t power the system e Fix the system on the selected site Please refer AutoAttendant Mechanical drawing at the end of this topic for exact mechanical dimension and pitches of the AutoAttendant e Check the voltage at the power point from where the supply is to be accessed It should be as specified It is AutoAttendant V2 System Manual 15 Matrix desirable to use a good quality power conditioning device such as a CVT e Tag each wire pair with respective extension of the PBX e Connect the extensions of the PBX to the ports of the AutoAttendant e Connect power cord of the system to the power supply Ensure proper contacts e Please refer the topic Interfacing the AutoAttendant with a PBX AutoAttendant Mechanical Drawing 280 00 mm 11 024 Inch ne co 260 00 mm 10 236 Inch nc 75 00 mm 2 953 Inch 16 AutoAttendant V2 System Manual Matrix Getting Started After strictly following the safety instructions and installing the AutoAttendant the system is ready to be switched ON e Switch ON the system The system takes about 1 to 2 seconds to reset e Observe the reset cycle on the front panel of the system I
39. and has a facility of HyperTerminal under accessories option e You are using a communication port other than the one used for Mouse PROCEDURE Click on Start Point to Programs Point to You get a Dialog Box viz C Program Accessor Accessories Click on HyperTerminal on the screen You get a Dialog Box viz New connection Hyper Terminal asking to give name for new connection Give the name you desire and press lt Enter gt You get a Dialog Box viz PHONE NUMBER No need to enter any phone no But change the settings of Connect to using its options to Direct to COM You get a Dialog Box viz PORT SETTINGS port2 or other port and click OK Set Bits per Second to 2400 Data Bits to 8 Parity Bit You get a Dialog Box having options like File Edit to None Stop bits to 1 Flow control to None and View Call Transfer etc Click OK Click on Transfer You get pop down menu Click on Capture Text You get a Dialog Box asking file name Give filename with path OR Browse to store in your desired folder In the desired folder create a text file To do so right click Point on New Point to new text You get a Dialog Box viz Capture Text document and click on it give a file name say lt prog as on xx xx xx gt Now type the same fil Now the communication port is ready to receive the Click on Start button of the window data from the EPABX Click on File Click on Properties Click on Settings You again get the
40. ant Topics 1 Call Transfer Types 21 2 Extension Parameters 39 3 System Parameters 84 38 AutoAttendant V2 System Manual Matrix Extension Parameters What s this e Extension is a logical port of the AutoAttendant e The AutoAttendant has total 256 extensions If a call for an extension is to be routed through AutoAttendant it should be included in this extension table e An extension has five attributes e Extension numbers Access code e Extension name e Extension status e Call transfer type e User password How to program Step 1 Program extension numbers in the extension table using command 411 Step 2 Assign transfer type to the extension using command 412 Step 3 Program name of the extension using command 473 Step 4 Assign extension status to each extension using command 414 if required Step 5 Assign default user password to extension using command 415 if required Step 6 Take a printout of extension parameters using command 4100 Step 1 Use following command to program extension numbers in the extension table 411 Extension Index Extension Number Where Extension Index is from 000 to 255 Extension Number is a four digit code If the extension number is less than 4 digits dial to terminate the command The extension number should be same as that used in PBX to access various persons in the organization Use following command to clear extension number from the extension table 411 Extension I
41. ant responds 00 the call to the operator as per the timetable Good bye Thanks for calling AutoAttendant V2 System Manual Matrix 25 Matrix 26 Yes AutoAttendant responds 10 to the extension There is call from lt Name of Caller gt Meanwhile caller is kept on hold and gets MOH of the PBX On completion of above message caller gets connected to the called party Digit 1 other digit AutoAttendant responds 03 Please record your name after the beep Caller speaks his her name AutoAttendant records the name for 3 seconds after the beep AutoAttendant responds 02 Please hold while your call is being transferred Q RS Q AutoAttendant puts the caller on hold and dials the extension AutoAttendant then waits for the dialed extension to answer the call Called extension busy Yes AutoAttendant responds 04 The extension you have dialed is busy Does the dialed extension answer the call before wait for answer timer AutoAttendant responds 07 The person you wish to talk to is not available AutoAttendant prompts Please dial 1 to retry dial 9 to go to operator dial 0 to go to initial node or dial to disconnect s digit 9 TOTH dialed timeout Digit 9 Digit Digit 0 timeout AutoAttendant transfers the call to the operator as per the timetable AutoAttendant responds p p Good bye Thanks for calling End End
42. ase refer Graph and Nodes 48 System Reports Please refer Configuration Reports 32 SE Password Please refer Programming the System 76 7 Time Zones Please refer Time Table 91 Transfer node Please refer Graph and Nodes 48 Tolerance Please refer Interfacing the AutoAttendant with a PBX 66 AutoAttendant V2 System Manual 103 Matrix U User Password 94 V Voice Prompts Please refer Prompts and Responses 79 Voice Module Please refer Prompts and Responses and Recording Prompts and Responses 79 81 W Wait for Answer with name Please refer Call Transfer Types 21 Wait for Answer w o name Please refer Call Transfer Types 21 Wait for Ring Please refer Call Transfer Types 21 Working hours Please refer Time Table 91 104 AutoAttendant V2 System Manual Matrix Notes Requirement AutoAttendant V2 System Manual 105 Matrix Notes 106 AutoAttendant V2 System Manual Programming Register Matrix S N Date Major Programming Changes made AutoAttendant V2 System Manual 107 Matrix Programming Register S N Date Major Programming Changes made 108 AutoAttendant V2 System Manual
43. can record these prompts in regional language also However standard messages in English are available as prompts responses by default How to program Use following command to record a prompt 631 Prompt Index lt Record Prompt gt Where Prompt Index is from 00 to 14 While issuing this command when the SE enters the index the AutoAttendant gives attention tone for 0 5 secs The SE should start recording the prompt message Since the message length of each message is different SE should restrict the message within time limits To terminate message caller should dial AutoAttendant gives confirmation tone The default messages events of its occurrences and corresponding message lengths are given in the table below Default Message pm Time in D Event when it is played Deault Message a No oo Goodbye Message Played before call is terminated eu Menke fer MSG000 invalid Response Played when some invalid command P is enabled while program or wrong Sorry Invalid Entry MSG001 Message Rue extension is dialed by the caller Ter Message Played when caller is being Please hold while your call MSG002 transferred is being transferred Played when caller dials extension number and the dialed extension has Record Name set option Wait for Answer with name Please record your name 4 MSG003 Message or Screen It prompt the caller to after the beep record his name before the call is transferred Busy Extension Played when call
44. ch Home node Caller calls AutoAttendant Autoattendant greets the caller as per the time of the day AutoAttendant plays prompt for the initial node as per the timetable User dials 8 AutoAttendant takes the caller to the Home node based on time zone 50 AutoAttendant V2 System Manual Matrix Menu Node Menu node is an arbitrary point in the graph at which the AutoAttendant presents few options a menu in form of a voice prompt to the caller to further traverse the graph Since the caller is given a menu to select from it is called a menu node Different prompt can be recorded for each menu node Digits from 1 to 8 can be programmed as the keys to traverse the graph Hence a caller can be offered maximum eight options at a menu node Please note that the codes used at Menu Node should not match with codes used to reach Initial Node or the Operator When a caller dials a valid digit at the menu node he is taken to the next node If Invalid digits are dialed or if time out occurs then the caller is taken to the initial node Total 6 menu nodes can be programmed Maximum message length for each menu node is 10 seconds fixed Transfer Node Transfer node is an arbitrary point in the graph from where the AutoAttendant takes the caller to a specific extension Transfer node can be reached only from a menu node At the transfer node the call is directed as per the call transfer type of the station If
45. ck AutoAttendant responds 04 Tone The extension you have dialled is busy AutoAttendant transfers the call to the dialed extension Caller gets Ring Back Tone AutoAttendant prompts Please dial 1 to retry dial 9 for operator dial 0 to go to initial node or dial to disconnect s digit 9 Pr O H dialed timeout Digit 1 other digit Digit 9 Digit Digit 0 Timeout AutoAttendant transfers 00 H the call to the operator AutoAttendant responds N as per the timetable Good bye Thanks for calling End End AutoAttendant V2 System Manual AutoAttendant responds 02 Please hold while your call is being transferred AutoAttendant puts the caller on hold and dials the extension number AutoAttendant then waits for the extension to answer the call Called extension busy Yes AutoAttendant responds 04 The extension you have dialed is busy Does the extension answer the call before expiry of wait for Answer Yes Caller gets connected to the extension when the extension answers the call AutoAttendant responds 07 The person you wish to talk to is not available AutoAttendant prompts 06 Please dial 1 for retry dial 9 for operator dial 0 to go to initial node or dial to disconnect s digit 9 LILO HE dialed Digit 1 other digits Digit Digit 0 Timeout MurgAnendant ransiers AutoAttend
46. cotisn cus ectancnsscduissetsnsaladssaissse coud cesscdanckys esdasecttsanaudedsnsussctsssuadads susie cussed eE aeei 30 CONMQUIATION R POMS sess as cezcces cacvscavincea desde covics sei etecudeesticanetchscenpdeanctetscdead epasetbivaves bicenacetseaueeebacasandtesisbecenatebsceyensaeeenans 32 Default CONMGUI ANON 7222722722 aaa sr saabicioesch dened iaaiaee vad tai De dinar ent AE 33 Dial DV EXie nsion NUMBER RE RER a te a ence D tte en eh ei a eres 34 DIAN DV NAME RRs eerie tee aie eee aes ee ee eae eee 36 Extension Paramelerssne prennent sins ane best tiveness tna 39 Extension Status 58 mises eee ae Be sae ei aye aes eee ees 43 Fax HONING iss siz ces cis siete cela eae casein nid onde eg deg dg ewan aiian aaia eiaeia Ee ie Dna dete ct ede egg ve cidse ves eden nev ENER ects aes ETEei 46 Graph and NODS wisoes cies ceteevhenig ie og eve dese edged ve ed dd ed de eee TRAE 48 CCT Not EL0 Keer teeter er Pa E PCE CRE A E Ere ar er PetT PEPE E PAT ERTE PME E E A 63 Initial Node tu A A A T 64 Interfacing the AutoAttendant with a PBX sae ie Es a R E RA R R E RE RE RE RE RE RERET E REE RERE RE RERE 66 Operation Of AULOAT CAG ANE saei ies cide nea ces cans RERE E E RERE BT RE ae E ERE E R ERE EES 73 Op rator a A E le See E S ee ee el el eel 74 Port Paramelgrs mopsis ipni narenn a ae ae ee een lee eat 75 Programming thE SYSIOM 2 252082 scuccctaccesctiesevedeeueecis stay cavenebacecescetssbeedpeeriescaldeechenesceisychescteecnecedsechsvsvitecdincesartesacbensesc
47. cover such damages e Hold the cards from the edges and not from the center so as not to touch the components or the solder side of the card e In an open system do not touch the legs of the IC s to see whether they are heated Instead touch their body carefully to check it otherwise the static charge accumulated on our body might get discharged through the IC and consequently damage it Preparation Site Selection e The system should generally be installed close to the PBX This reduces the cabling cost e The installation should preferably be at 3 5 feet height approx in airy dust free and moisture free place An installation at this height makes preventive or curative maintenance task easy e It is advisable that the system should be installed away from any source of electromagnetic noise such as any radio equipment heavy transformers faulty electric chokes of tube lights any device having a faulty coil etc This will reduce any problem arising due to electromagnetic effect Power Supply e The AutoAttendant operates on 230V 10 AC supply Arrange for a separate power point and switch close to the system Power Supply for the system must be separate from other heavy electrical loads like Air conditioners Heaters Welding machines Electrical motors and other such noise generating equipments e If the supply is not stable use of a good CVT is recommended e Proper earth is vital for safety of the personnel and the system Inst
48. current day and reverts to Auto mode at midnight Use following command to overwrite current timing 241 Start Time End time Time Zone Where Start Time Time at which selected zone starts Time is in 24 hours HH MM format End Time Time at which selected zone ends Time is in 24 hours HH MM format 92 AutoAttendant V2 System Manual Matrix Time Zone Meaning O Working hour Non working Hour Holiday Example Firm ABC observes weekly off on Sunday To program AutoAttendant to work as normal day on Sunday use following command 241 09 00 18 00 0 Use following command to revert to programmed timings 241 Important Point The override time resets at 00 00 hours midnight Relevant Topics 1 Graph and Nodes 48 2 Operator 74 AutoAttendant V2 System Manual 93 Matrix User Password What s this AutoAttendant provides security to its extension from unauthorized change of its parameters by way of providing pa ssword Each extension of AutoAttendant has a user Password This password helps the user in using following features e Extension Status e Call Transfer Types User password is a 4 digits password It cannot have either less than or more than 4 digits User password can be changed after entering user programming mode from any extension However it can be set to default value 1111 by SE from any extension The default User password is 1111 for all the users However it is mandatory for th
49. d e Avoid two extensions having same extension name else extension name with least extension index with always be called e Department call through AutoAttendant is allowed by programming department number code used to access a department in PBX in place of extension number Relevant Topics 1 Programming the System 76 2 Extension Status 43 3 Call Transfer Types 21 4 User Password 94 AutoAttendant V2 System Manual 41 Matrix EXTENSION PARAMETERS REPORT AS ON 22 05 2004 Tue AT 18 20 IND EX XT NAM S P W IND EXT XT NAM S P W IND EXT XT NAM S P W 000 24 3 000 0 1111 001 21 3 000 0 1111 MATRIX AUTO ATTENDANT V2RO 42 AutoAttendant V2 System Manual Matrix Extension Status What s this This feature enables the extension user to change its status as per his requirement AutoAttendant offers five statuses viz Normal Out for lunch Left for day On vacation On official tour Generally an extension has Normal status wherein all the callers are routed to the extension as per its call transfer type If the extension user changes its status to any other status viz Out for lunch Left for the day etc Then an appropriate prompt is played to the caller when the tries to call him The AutoAttendant taken the caller to Initial node Since status of the extension is given to the caller it becomes easy for the caller to decide his next course of action If the calle
50. d SE Password or User Password Retry count Both these counts are programmable Invalid extension retry count When the caller calls AutoAttendant and dials extension number AutoAttendant checks for its validity If the extension number is valid AutoAttendant transfer the call to the extension as per the call transfer type If the dialed extension is invalid not present in extension table the AutoAttendant increments this counter If the count is less than programmed retry count AutoAttendant gives another chance to the caller to try again When number of trials equals retry count AutoAttendant transfers the call to operator This helps is keeping the port of AutoAttendant free for more time Use following command to program retry count for invalid extension dialed 231 Retry Number Where Retry Number from 1 to 9 Invalid SE Password or User Password retry count When the caller calls AutoAttendant and tries to enter SE mode or User programming mode AutoAttendant keeps track of it If the caller enters invalid password for number of times equals to retry count AutoAttendant considers him her to be a charlatan and deny access to the SE mode or User programming mode and disconnects the call This serves as a security feature Use following command to program retry count for invalid programming password 232 Retry Number Where Retry Number is from 1 to 9 Print System Parameters Use following command to take printout of system param
51. d person is out for lunch the caller may call him after 1 hour or may try other extension He need not wait for the operator Similarly if the called person has left for the day the caller may try other extension or disconnect the call but need not wait for the operator to answer his call This also reduces the number of calls to be handled by the operator making AutoAttendant more efficient However the extension user must be careful enough to reset his status to Normal whenever he is in office AutoAttendant simply checks the extension status and takes further action Hence if the extension user forget to change his status to Normal while in office his calls would be addressed as per his past status How to use it e Call AutoAttendant e Dial 2 Extension Number User Password to enter user programming mode Dial 113 Extension Status e Dial 0 to exit User programming mode e AutoAttendant takes the caller to Initial Node How it works Following flowchart shows how to change Extension Status AutoAttendant V2 System Manual 43 Matrix Caller calls AutoAttendant Autoattendant greets the caller as per the time of the day AutoAttendant plays prompt for the initial node as per the timetable User dials valid extension number or name or reaches the extension by navigating the graph Extension status Normal Out for lunch Left for the day On vacation On official tour AutoAttendant checks call transf
52. documentation for the product or if the model or serial number has been altered tampered with defaced or removed 2 Products which have been damaged by lightning storms water or power surges or which have been neglected altered used for a purpose other than the one for which they were manufactured repaired by customer or any party without Matrix s written authorization or used in any manner inconsistent with Matrix s instructions 3 Products received improperly packed or physically damaged 4 Products damaged due to operation of product outside the products specifications or use without designated protections Warranty valid only if e Primary protection on all the ports provided e Mains supply is within limit and protected e Environment conditions are maintained as per the product specifications Warranty Card e When the product is installed please return the warranty card with e Date signature and stamp of the customer e Date signature and stamp of the channel partner e Matrix assumes that the customer agrees with the warranty terms even when the warranty card is not signed and returned as suggested The Purchaser shall have to bear shipping charges for sending product to Matrix for testing rectification The product shall be shipped to the Purchaser at no charge if the material is found to be under warranty The Purchaser shall have to either insure the product or assume liability for loss or damage during transit
53. e same extension go to the operator go to initial node or disconnect the call If the extension does not respond for the time wait for answer time then the AutoAttendant plays No answer message to the caller and then offers him four options as above Screen In this case when the caller dials the extension number the AutoAttendant asks the caller to record his name Then it holds the caller and dials the extension number If the extension is free and answers the call the AutoAttendant informs the name of the caller to the dialed extension It prompts the called person to select whether to talk or not If the called person selects to talk to the caller the AutoAttendant transfers the call to the called person else plays busy message and transfers the call to the operator If the called person answers the call but does not select a choice AutoAttendant plays busy message and transfers the call to the Operator If the AutoAttendant V2 System Manual 21 Matrix dialed extension is not free the AutoAttendant play Busy message to the caller and then offers him four option viz retry the same extension go to the operator go to initial node or disconnect the call If the extension does not respond for the time wait for answer time then the AutoAttendant plays No answer message to the caller and then offers him four options as above How it works Following flowchart shows how the AutoAttendant works in various conditions Sta
54. e user to change his user password to change extension status or call transfer type In case the user has forgotten his password the system engineer SE can set it to default value for any user or change his call transfer type or extension status or user password How to program Use following command to change the User password from the station 112 New User Password New user password is a number string of 4 digits Default password is 1111 User should dial this command after entering into user programming mode How to use it User password is used while using following features Extension Status Call Transfer Types Please refer respective topics for better understanding Relevant Topic dis 94 Call Transfer Types 21 X X AutoAttendant V2 System Manual Section 3 Appendices Matrix Appendix A Technical Specifications System capacity and resources Number of Information Nodes 8 Number of Menu Nodes 6 Port Dialing DTMF Dialing As per CCITT recommendation Q 23 Type of Control CMOS Micro Controller with SPC Power Supply AC 90 260V 50Hz 60Hz Power Consumption 10 Watts Environment Temperature 0 45 C Humidity 95 RH non condensing Dimensions LxWxH 260 X 75 X 280 mm 10 236 x 2 953 x 11 024 Inch Weight 2 5kg 5 511bs X X AutoAttendant V2 System Manual 97 Matrix Appendix B Troubleshooting Few common problems and solutions AutoAttendant is not turnin
55. ep 9 Information Node programming Assign voice module type using command 541 Step 10 Reset information node program using command 542 Step 11 Decide number of information nodes to be used using command 543 Step 12 Assign message length to each information node using command 544 Step 13 Record prompt for each Information node using command 545 Step 14 Playback the recorded prompt for information node using command 546 Step 15 Clean the entire graph using command 551 only if required Step 16 Take a printout of the graph structure using command 5200 Step 1 Decide a simple and easy flow to access desirable number of extensions of an organization Draw a graph for this flow Please note that a clear and an unambiguous graph will make the caller feel comfortable while traversing the graph Please note following points while designing a graph e Graph should be very simple to understand e Graph should be very easy to traverse e Graph should have optimum number of nodes e Too small a graph will make the graph complex and confuse the caller For example SE programs only two menu nodes and records a prompt Please dial 1 for Marketing Accounts Purchase Support and Administration please dial 2 for Mahesh Ramesh Lokesh Dipesh and Rakesh e Too big stretched graph will also make the graph complex and the caller will lose patience and shall feel uncomfortable For Example Rakesh is a software programmer and is a
56. er dials extension is Th extension von have y busy inform the caller that the y 3 MSG004 Message dialed is busy extension he is trying to reach is busy Taner pho os Sareen or pepe Please dial 1 to take tne Take Call Message ype ss call or dial 2 to reject the 3 MSG005 called extension to either accept or call reject the call AutoAttendant V2 System Manual 79 Matrix Played after Busy extension Please dial 1 to retry dial Caller Prompt message or after selected information 9 for Operator dial 0 for Message message is over It prompts caller for home or dial to tion j next actio disconnect Person Not Available Played when caller calls an extension The person you wish to talk wscoor Message with call transfer type set to none to is not available Please hold while your call Transfer to Operator Played when caller is transferred to is being transferred to MSG008 Message operator oberator Dial by Name Played when caller select dial by Please dial first three MSG009 Message name option letters of the name MSG006 10 Call Inform Message Payad Delors AUANANOAN ous There is a call from 2 MSG010 the name of the caller to the extension 11 Out for Lunch Played when caller calls extension The person you have 3 MSGo11 Message with extension status Out for Lunch called is out for lunch Played when caller calls extension The person you have Leimhe Day Message with extension status Left for t
57. er type set AutoAttendant AutoAttendant responds 11 responds 12 The person you The person you have called is out have called has for lunch left for the day AutoAttendant AutoAttendant responds 13 responds 14 The person you The person you have called is on have called is on vacation Official tour for extension Please refer call transfer type for more details S 44 AutoAttendant V2 System Manual How to program Extension status can be changed as explained above Also it can be changed from SE mode To change extension status from SE mode please refer Extension Parameters Important Points e Extension user can use this feature only after changing his user password e Every extension can use this feature Relevant Topics 1 Extension Parameters 39 2 User Password 94 AutoAttendant V2 System Manual Matrix 45 Matrix Fax Homing What s this The AutoAttendant has capability to detect fax tone over trunk line and route the call to the extension where the fax machine is connected provided fax tone of 1100 Hz CNG signal CNG stands for calling is available from the caller s end This feature of automatically routing the fax call to the fax machine is known as Fax Homing How it works Following flowchart explains how this features works Caller calls AutoAttendant Autoattendant greets the caller as per the time of the day AutoAttendant plays the prompt for the
58. eters 2500 Software Version and Revision AutoAttendant allows the user to verify the version and revision of the software he is using Use the following command to verify the version of the system 235 Version Number Use the following command to verify the Revision of the system 236 Revision Number In both the cases if the version number and revision number input matches with the version and revision of the software of the system the system gives a confirmation tone If the version and revision input does not match with the revision and version of the software of the system the system gives error tone Relevant Topics 1 Greetings 63 2 System Timers 89 AutoAttendant V2 System Manual 85 Matrix 86 SYSTEM PARAMETERS REPOR AS ON 22 05 2004 Tue AT 18 18 IMERS FIRST DIGIT WAIT TIMER 05 Sec DIGIT TO DIGIT WAI IMER 05 Sec DELAY ANSWER TIMER 00 Sec TONE TO SPEECH WAI IMER 03 Sec WAIT FOR ANSWER TIMER 30 Sec SCREEN TIMER 03 Sec WAIT BEFORE DIALING TIMER 01 Sec PAUSE TIMER 02 Sec RETRY COUNT MAXIMUM EXTENSION RETRIES MAXIMUM PROGRAMMING ACCESS RETRIES ACCESS DIGITS HOME DIGI 0 MENU DIGIT 8 OPERATOR DIGIT 9 NAME DIGI HOLD CODE amp RETRIVE CODE amp
59. ever do telephone wiring during a lightening storm e Avoid using telephone other than a cordless type during an electric storm There may be a remote risk of electric shock from lightening e Do not use the telephone to report gas leaks if it is near to gas leak e Do not touch non insulated telephone wires or terminals before disconnecting at the network interface e Do not install this product near water for example near a bathtub washing bowl kitchen sink laundry tub swimming pool etc e Slots on enclosure are for proper ventilation They will protect system from over heating Never cover slots e Never place this product on heated place or any other equipment e Never push objects of any kind inside this product This may short circuit various parts e Operate these products only with 230 V AC 10 50 Hz power supply and if you are not sure about the supply voltage contact authorized dealer It is advisable to give power through a good quality Constant Voltage Transformer CVT e Unplug this product from electric supply in following cases and contact authorized service personnel e Liquid spills on to the product Product exposed to rain or water e Product does not operate normally by following operating instructions e Product exhibits unusual change in performance e Do not open the system in power ON condition Also do not plug unplug any card component in power ON condition This may damage the system Warranty does not
60. eys 76 Prompts and Responsas issirinko ei ede Dov scat ee aA op ere ag aod ede ede dee dg nee ae ede eee betes 79 Recording Prompts and Responses eee 81 Restart the AutoAttendant ss isssiseeeeeneseeseneeerreneneeeeeeeeeeeennes 83 System PAlAMEIOTS esi ne A a LT dan i et a eee RA A ee eee 84 SysieMm SeCunly FASSWOIOS Ra a de ana a her a ee 88 SYSIOIN TIMES yo Sask start ayes Hy sty the ele Naam ne nd et SUN nel ed AN SE Nid 89 Time Tablette in iano ave teat Miceli LL AI i tied vei 91 User PassWord i ease sntet Be cesta sda veusvacevag sante en dE Meet en anne edie eve de tin dus Len 25e eed 94 Section 3 ADDENDICOS s sirena 95 Appendix A Technical Specifications 2 228228 isi aE EEE EE AL ERRE EAEan a ES E ika testes 97 Appendix B Troubleshooting ize is cevesczcocvecedy dita ceeetees Sebd ates che ceUbe tian ie sete cetb cctv tes aeiiaaie der De datant ent iane de ein este ue 98 Appendix C Programming COmMand sssi 2 ccsseiscevecevazeeg ceveseid ccteeciveachd reese cedvsedes di aeveerdjart i nia iaee Einaria EENAA 99 ETOT I a A A AA ATE TAE AE AAT 101 410 D AEE E A sceaptusdecesiedeveeecaseetsdawesylcgaveeadeduwessuneseuedaressieereneseneitenieeeveee 102 Aol E E EEE E E E E A A A EEE AA 105 Section 1 Introduction Matrix Welcome Thanks for purchasing a Matrix product We want you to get the maximum performance from our product If you run into technical difficulties we are here to help But please consult this manual first
61. f the AutoAttendant Alternatively PBX can be programmed such that incoming calls of other trunks land on other extensions When an incoming call lands on the AutoAttendant the AutoAttendant processes the call and guides the caller to reach the desired extension As stated above AutoAttendant PBX integration works on two protocols viz Tone Sensing and Gateway Tone Sensing relies on sensing of various call progress tones For example when a caller calls AutoAttendant it keeps the caller on hold and dials the extension number of the PBX where the call is to be diverted Then the AutoAttendant waits for the ring back tone AutoAttendant first senses the ring back tone and then waits for it to stop In case of Wait for answer with name Wait for Answer w o name and Screen type of call transfer As soon as the ring back tone stops the AutoAttendant transfers the call to the extension number dialed However since sensing of tones is involved this method is not 100 perfect This method is used if the PBX does not support the gateway feature Gateway uses DTMF digits to signify various call progress events In the above example when the AutoAttendant dials the extension number and the extension rings a defined DTMF digit is sent by the PBX to the AutoAttendant The AutoAttendant interprets that the call has landed and waits for the call to be answered As soon as the call is transferred the PBX sends another defined DTMF digit to
62. g on e Check the mains power e Check the main fuse 315mA e Replace the Metal Oxide Varistor MOV 275 14 e Check for loose connection of PT3 connector e Contact authorized Matrix dealer One of the ports of AutoAttendant is not working e Check the fuse 100mA Auto resettable e Replace the protection Diode e Contact authorized Matrix dealer The Communication Port is not working e Replace U6 e Contact authorized Matrix dealer Voice messages are not recorded through multimedia jack e Please check whether proper command is issued e Check capacitor C111 and C121 The volume of prompts responses being played back is low e Put jumpers J1 J7 J9 J11 in B C position Normal position of three jumpers is A B e Record the prompts responses in a noise free environment e Record the prompts responses through multimedia jack from an external source Fax homing does not work e Check whether it is enabled on the port e Replace U36 98 AutoAttendant V2 System Manual Matrix Appendix C Programming Commands 227 Gateway Events Gateway Strings Program Holiday dates 242 Holiday Index DD MM 251 DD MM YYYY 261 New SE Password 312 Port Flash Timer 4100 These commands are issued from user programming mode AutoAttendant V2 System Manual 99 Matrix Clear entire extension table 411 Clear Extension number from extension table 411 Extension Index Program Extension number in extension table 411 Extensi
63. gramming of extension parameters for his extension This called User Programming Mode System Engineer SE Mode e System engineer is a person who programs the system as per the need No other person can change the system settings without his knowledge provided the password is kept secret e SE mode allows the SE to program the system for basic functions like Graphs and nodes Port Programming Greetings etc e This mode is password 4 digits secret code called SE password protected so that no other person can make any unauthorized alterations and subsequent misuse of features and facilities Default password is 1234 e In case the SE password is forgotten the same can be cleared to its default value For more details on this please refer section System Security Passwords e Ifthe SE password is not entered correctly the AutoAttendant gives error tone AutoAttendant allows the caller to dial the SE password three times programmable If invalid SE password is dialed all the three times the AutoAttendant disconnects the call This serves as a security feature e Only one person can enter SE mode at a time e To exit SE mode dial e Caller is taken to the initial node User Programming Mode Every extension user programmed in extension table can use features like Extension Status and Call Transfer Type Please refer respective section for more details How to use it e Call AutoAttendant e At initial node prompt dial
64. he Day called has left for the day Weenie On Vacation Massage Played when caller calls extension The person you have her MSG013 with extension status On Vacation called is on vacation 14 On Official Tour Played when caller calls extension The person you have 3 MSGo14 Message with extension status On official Tour called is on official tour All the above messages except Take call message and Call inform message are played to the caller while these two messages are played to the called extension Use following command to playback the recorded prompt 632 Prompt Index Where Prompt Index is from 00 to 14 Important Point e The stages at which these prompts will be played are mentioned in the respective flowcharts Relevant Topic 1 Recording Prompts and Responses 81 80 AutoAttendant V2 System Manual Matrix Recording Prompts and Responses What s this SE can record prompts and responses of choice of his own Prompts and Responses can be recorded in any language AutoAttendant offers two ways of recording prompts and responses 1 Using Telephone Instrument The advantage of using telephone instrument is that no extra tool is required to record prompts and responses Also it is easy to rerecord change the contents on the field itself However surrounding noise may deteriorate quality of voice 2 Auxiliary Port AutoAttendant provides an audio input port marked AUX to allow recording Prompts and Respon
65. ich working hours start Time in 24 hours HH MM format End Time Time at which working hours end Time in 24 hours HH MM format Leftout time is considered as Non working hours and need not be programmed Example Let us program working hours for an office Working hours are from 9 00 am to 6 00 P M from Monday to Friday Saturday is half day from 9 00 am to 1 00 P M and Sunday is holiday AutoAttendant V2 System Manual 91 Matrix Use following commands to realize above programming 240 1 0000 0000 240 2 0900 1800 240 3 0900 1800 240 4 0900 1800 240 5 0900 1800 240 6 0900 1800 240 7 0900 1300 Once programmed the table will look like Working Hours ese Start End 00 00 00 00 09 00 18 00 Holidays AutoAttendant offers flexibility to program 25 days as Holidays in a year How to program Use following command to program Holidays 242 Holiday Index DD MM Where Index is from 00 24 25 days can be programmed Date is from 01 to 31 Month is from 01 to 12 Use following command to remove a holiday from the list 242 Holiday Index Where Index is from 00 24 Use following command to clear the entire Holiday list 242 By default holiday list is empty Override current timetable AutoAttendant offers a flexibility to override the programmed timing for the day This feature is of great help when holiday is to be changed to working day and viceversa Please note that this command affects only the
66. igit for a Hold function Most of the PBXs use a code digit Flash to signify hold function There could be few PBXs which might use some other code to signify this function The AutoAttendant provides the flexibility to change this code Use following command to program the code digit for Hold function 224 Code Where Code is a four digit code used for hold function Use to terminate the command if the code is less than four digits By default code for the Hold function is Flash 2 Use following table if special digits are to be used Bo 5 Do Ma C Special digits On hook and Off hook are not allowed for Hold function Example Program the Hold function as 1 Use following command to program the Hold function as 1 224 1 Step 4 Code digit for Retrieve Hold Call function Most of PBXs use a code digit Flash to signify transfer function There could be few PBXs which might use other code to signify this function For example a PBX might ask the user to dial Flash 1 to retrieve hold call The AutoAttendant provides the flexibility to change this code Use following command to program the code Digit for Retrieve Hold Call function 225 Code Where Code is a four digit code used for retrieve hold call Use to terminate the command if code is less than four digits By default code for Retrieve Hold Cal
67. ion 33 Directory Service Please refer Graph and Nodes 48 Do not disturb Please refer Call Transfer Types 21 E Entering the AutoAttendant Please refer Operation of AutoAttendant 73 Extension Numbering Please refer Extension Parameters 39 F Fax Homing 46 Flash Please refer Port Parameters 75 G Graph Please refer Graph and Nodes 48 H Holiday Please refer Time Table 91 Holiday greeting Please refer Greetings 63 Holiday Service Please refer Greetings 63 Home Node Please refer Graph and Nodes 48 l Information node Please refer Graph and Nodes 48 Initial Node 64 102 AutoAttendant V2 System Manual Matrix M Manager Call filter Please refer screen in Call Transfer Types 21 Menu node Please refer Graph and Nodes 48 Multilingual Service Please refer Greetings and Prompts and Responses 63 79 N Node Please refer Graph and Nodes 48 Non working hours Please refer Time Table 91 0 Operator 74 Operator Extension Please refer Operator 74 P Passwords Please refer System Security Passwords and User Password 88 94 Port activities Please refer Port Parameters 75 Programmable digits Please refer System Parameters 84 Q R Remote Programming Please refer Programming the System 76 Restart the AutoAttendant 83 S Screen Please refer Call Transfer Types 21 Single digit extension Ple
68. is 0 Please check for availability of 480 seconds Voice Module Step 10 Use following command to reset information node programming 542 SE Password Step 11 Use following command to decide number of information nodes to be used 543 Numbers of Information Nodes Where Number of Information Nodes is from 1 to 8 Step 12 Use following command to assign message length in seconds to each information node 544 Information Node Index Message Length Where Information Node Index is from 1 to 8 Message Length is in seconds from 00 to 60 in case of VM 240 seconds and 01 to 99 in case of VM 480 secs Please note that message length should be assigned sequentially Step 13 Use following command to record Information message 545 Information Node Index lt Record Message gt Where Information Node Index is from 1 to 8 These correspond to MSG028 to MSG035 Please refer Recording Prompts and Responses Step 14 Use following command to playback recorded information message 546 Information Node Index Where Information Node Index is from 1 to 8 Step 15 Use following command to clear the entire graph 551 SE Password 56 AutoAttendant V2 System Manual Matrix Step 16 Use following command to print the graph parameters 5200 Example Program a graph for following requirement Information to be given for Analog PBX 10 seconds Information to be given for Digital PBX 20 seconds Information to be given fo
69. is is an advanced feature of an auto attendant How to use it e Call the AutoAttendant Dial e Dial first three letters of the name of the person you wish to call e AutoAttendant transfer the call to the dialed extension name if it is found in the extension table How it works 36 AutoAttendant V2 System Manual AutoAttendant responds Sorry Invalid Input Yes Is current retry count maximum retry count AutoAttendant transfers the call to the operator as per the time table End AutoAttendant V2 System Manual Matrix Caller calls the AutoAttendant AutoAttendant greets the caller as per the time of the day QS AutoAttendant plays prompt for the initial node as per the timetable Caller dials AutoAttendant prompts 09 Please dial first three letters of the name a Caller dials the digits corresponding to the abbreviated name 01 No extension status Normal Yes AutoAttendant plays a prompt as per the extension status Please refer Extension AutoAttendant responds 02 Please hold while your call is being transferred Status for more details AutoAttendant transfers the call as per the call transfer type set Please refer Call Transfer Types End 37 Matrix Important Points e Itis mandatory to program the extension name if this feature is to be used e It is advisable to abbreviate the name of the extension user to hi
70. ition e Switch ON the system e Wait for 15 seconds e Switch OFF the system e Restore the jumper in its original position BC and switch ON the system e The SE password gets default to 1234 Relevant Topics 1 Programming the System 76 2 User Password 94 X X 88 AutoAttendant V2 System Manual Matrix System Timers What s this The AutoAttendant is a real time system Consequently most of the functions are timebased From the viewpoint of compatibility of the AutoAttendant with PBX and its proper functioning few timers are kept programmable These timers are common for all the ports and hence are called system timers Delay Answer Timer This timer signifies the time after which the AutoAttendant answers the call The AutoAttendant loads this timer after detecting a valid ring The detection period could be 3 to 6 seconds Use following command to program delay answer timer 211 Timer Where Timer is in two digit format from 00 to 30 By default Delayed Answer Timer is 00 sec First Digit Wait Timer This timer signifies the time for which the AutoAttendant waits for caller to dial a code after playing prompt message Use following command to program the first digit wait timer 212 Timer Where Timer is in seconds in two digits from 01 to 99 By default First Digit Wait Timer is 5 second Digit to Digit Wait Timer This timer signifies the time for which the AutoAttendant waits between accepting two digits
71. l function is 2 flash 68 AutoAttendant V2 System Manual Matrix Use following table if special digits are to be programmed Special Digit Special digits On hook and Off hook are not allowed for Retrieve Hold call Example Program the code Retrieve Hold Call function as Flash 1 225 2 1 Step 5 Code digit for Transfer function Most of the PBX use a code digit On hook to signify transfer function There could be few PBXs which might use other code to signify this function For example a PBX might ask the user to dial 8 and then go on hook to transfer the call The AutoAttendant provides the flexibility to change this code Use following command to program the code digit for transfer function 226 Code Where Code is a four digit code used for the transfer function Use to terminate the command if the code is less than four digits By default no code is assigned for Transfer function Special digits On hook and Off hook are not allowed for Transfer function Example Program the transfer function as 2 Use following command to program the transfer function as 2 226 2 Step 6 Code digits for Dial by Name function Most of the PBX s use a code digit 7 to signify few PBX s which might use other code to signify this function For example a PBX might ask the user to dial 9 to access Dial
72. me first digit wait timer 5 sec after completion of the prompt The fax machine connected at the extension should be in auto receive mode If line conditions are poor then fax homing may not work efficiently Relevant Topic 1 Extension Parameters 39 AutoAttendant V2 System Manual 47 Matrix Graph and Nodes What s this Graph e A Graph is a logical and meaningful association of various nodes e When a caller calls the AutoAttendant it greets the caller as per the time of the day The AutoAttendant then plays the initial node prompt as per the timetable which offers a menu of functions to the caller When the caller dials 8 he reaches a node called home node This is the entry point of the graph Here he is presented to various options a menu like accessing company information calling a department etc The caller decides his path by the way of dialing digits e A graph can have maximum 6 menu nodes 8 information nodes and 24 transfer nodes e Agraph initiates from the home node home node can be a menu node information node or a transfer node e A graph can traverse through multiple menu nodes e A graph can terminate at either an information node or at a transfer node but never at a menu node e A single digit is assigned to navigate within the graph e The digit used to reach home node from initial node is also programmable Please refer System Parameters for more details Following examples gives a logic
73. n Welcome to lt Company Name gt MSG016 17 00 23 59 Evening Greeting Good evening Welcome to lt Company Name gt MSG017 e The AutoAttendant greets the caller with appropriate greeting every time a new call lands on the AutoAttendant e Greetings are field recordable e Greetings can be recorded in any language e Each Greetings can be minimum 5 seconds long How to program Step 1 Record a greeting using command 621 Step 2 Playback the recorded greeting using command 622 Step 1 Use following command to record a greeting 621 Time Zone lt Record Greeting gt Where Time Zone Meaning 0 Morning On issuing the command the AutoAttendant gives a beep The SE should record the greeting after the beep and press any digit to end Please restrict the greeting length to less than 5 seconds Step 2 Use following command to playback the recorded greeting 622 Time Zone Where Time Zone Meaning 0 Morning On issuing the command the system plays back the recorded greeting Relevant Topic 1 Recording Prompts and Responses 81 X X AutoAttendant V2 System Manual 63 Matrix Initial Node What s this On receiving a call the AutoAttendant greets the caller as per the time of the day Then it takes the caller to the Initial node as per the timetable At the Initial node the AutoAttendant guides the caller to do further activities as per the requirement If the caller calls the Au
74. n all there are 6 LED s on the front panel of the system LED indication o P1 P4 The status of 4 ports of the AutoAttendant The status of power supply The Time Zone of operation All the LED s glow and remain in that state till the system restarts It takes about 1 to 2 seconds e Then the system goes to normal condition e If the AutoAttendant is of 2 port configuration then P3 and P4 LED s are irrelevant Following table shows the summary of LED indications in normal mode LED indication S O P1 P4 The LED red glows continuously ON if the relevant ports are active The LED green glows continuously ON when the system is working The LED red blinks every one second if system is in Non working hours zone The LED red remains continuously ON if system is in Working hours zone The LED red remains continuously OFF if system is in Holiday zone Testing the AutoAttendant 1 Call the AutoAttendant 2 The AutoAttendant greets according 3 Dial an Extension The call is transferred to the desired extension 4 Call the AutoAttendant again 5 Listen to the greetings 6 Dial The AutoAttendant prompts to you to dial a name Try out trial name Check out whether the AutoAttendant transfers the call properly 7 Please refer Operation of AutoAttendant for more details Programming the AutoAttendant Once the testing of the AutoAttendant is made program the AutoAttendant as per your requirement The
75. name Wait for answer with name and Screen type of call transfer AutoAttendant V2 System Manual 89 Matrix Use following command to program the wait for answer timer 215 Timer Where Timer is in seconds in two digits from 01 to 99 By default Wait for Answer Timer is 30 second Wait Before Dialing Timer This timer signifies the time for which the AutoAttendant should wait before dialing the extension number after dialing the hold digit Use following command to program the wait before dialing timer 216 Timer Where Timer is in seconds from 1 to 9 By default Wait Before Dialing Timer is 1 second Screen Timer This timer finds its significance when Screen type of call transfer is selected It signifies the time after which the AutoAttendant plays the busy message to the caller in case the called extension refuses to take the call This timer is loaded when the called extension dials 2 and goes on hook to reject the call Purpose of this timer is allow some time for called extension to hang up before playing message If message is played too soon it will be heard by called extension and not caller Use following command to program to screen timer 217 Timer Where Timer is from 0 to 9 seconds By default Screen Timer is 3 seconds Pause Timer This timer signifies the time for which the system waits before dialing digits If Timer pause is inserted in a string the AutoAttendant would wait for time
76. ndant is as mentioned below Sr No Accessories Qy 6 _ Screw Grip 2 8 Warranty Card Set 1 9 Support Card 1 AutoAttendant CD System Manual and Voice Messages e Please make sure that these components are present e In case of short supply or damage detection contact the source from where you have purchased the system X X 8 AutoAttendant V2 System Manual Matrix Warranty Statement Matrix warrants to its consumer purchaser any of its products to be free of defects in material workmanship and performance for a period of 15 months from date of manufacturing or 12 months from the date of installation which ever is earlier During this warranty period Matrix will at its option repair or replace the product at no additional charge if the product is found to have manufacturing defect Any replacement product or part s may be furnished on an exchange basis which shall be new or like new provided that it has functionality at least equal to that of the product being replaced All replacement parts and products will be the property of Matrix Parts repaired or replaced will be under warranty throughout the remainder of the original warranty period only This limited warranty does not apply to 1 Products that have been subjected to abuse accident natural disaster misuse modification tampering faulty installation lack of reasonable care repair or service in any way that is not contemplated in the
77. ndex Where Extension Index is from 000 to 255 On using this command all the features associated with the extension will be cleared Use following command to clear the entire extension table 411 Step 2 Use following command to assign call transfer types to the extension 412 Extension Index Call Transfer Type Where Extension Index is from 000 to 255 Call Transfer Type Meaning po Nome po Bling By default Call Transfer Type of extension is 2 AutoAttendant V2 System Manual 39 Matrix Step 3 Use following command to program name of the extension 413 Extension Index Extension Name Where Extension Index is from 000 to 255 Extension Name is the name of the extension user abbreviated to first three letters Use a telephone instrument with alphanumeric keypad to enter name Example Program extension index 000 with name SUMER Abbreviate SUMER to SUM Use following command to abbreviate name 413 000 786 Please note that 7 corresponds to S 8 corresponds to U and 6 corresponds to M Use following command to clear name of an extension 413 Extension Index Where Extension Index is from 000 to 255 Step 4 Use following command to assign extension status to the extension 414 Extension Index Extension Status Where Extension Index is from 000 to 255 Extension Status Meaning Ooo o O0 Normal Use following command to assign same extension status
78. ne or more pages 5 The reports can be archieved printed or mailed 6 Pure ASCII text format is used for reports 7 No graphics are used How to use it Use following command to take individual printouts Name Command Print System Parameters 2500 Print Extension Parameters 4100 Print Graph and Nodes Parameters 5200 Sample printouts of all above reports are attached in respective section Relevant Topics 1 Communication Port 30 2 Extension Parameters 39 3 Graph and Nodes 48 4 System Parameters 84 32 AutoAttendant V2 System Manual Matrix Default Configuration What s this Every system comes with pre defined set of variables like system timers port parameters extension parameters system timings etc These pre defined settings are called default settings The default value of each programmable parameter is mentioned in the respective section When to use it Many times it happens that due to some programming error the system goes haywire and you are unable to analyse the problem During such situation it is advisable to load default values in the AutoAttendant How to use it Use following command to load default values in the AutoAttendant 262 Reverse SE Password Important Points All the parameters except the following will change to default values e Prompts e Greetings e Prompts recorded for the nodes e Message recorded at information node e On issuing this command the system restarts
79. nnect End End How to program Before programming the graph it is advisable to program the extension in the extension table using command 411 Please refer Extension Parameters for more details 52 AutoAttendant V2 System Manual Matrix Step 1 Take a pen and a paper and draw the graph structure for the organization for working hours non working hours and holiday as explained above Please note that system resources like Menu nodes Information nodes and Transfer nodes are system wise and not time table wise or portwise It is possible to use all the nodes in working hours only It is also possible to use few nodes in working hours few in non working hours and remaining in holiday Make and fill the table shown below Node Number Node Type o o J o 00 O1 S 01 y O Pp o 2 a O Step 2 Programmable digits Assign unique digits to go to initial node or to go to home node This step only if required Step 3 Home Node programming Program Home Node using command 511 Step 4 Menu Node programming Assign an unique digit for each option destination for each menu node using command 521 Step 5 Record prompt for menu node using command 522 Step 6 Playback the recorded prompt for menu node using command 523 Step 7 Delete an option at menu node using command 524 This step only if required Step 8 Transfer Node programming Assign an unique extension to each transfer node using command 531 St
80. on Index Extension Number Program Transfer Type of extension in extension table 412 Extension Index Call Transfer Type Program Menu node 521 Menu Node Index Digit Destination Node Type Program Menu node Paneer Destination Node Index Enable Fax homing and assign destination extension 710 Extension 100 AutoAttendant V2 System Manual CALLER CPD CUSTOMER DTMF EXTENSION FLASH GRAPH Matrix Glossary Someone whom the system does not recognize as a User Call Progress Detection One who has purchased the system Dual Tone Multi Frequency The physical port of the PBX to which the AutoAttendant or a telephone is connected code required by AutoAttendant to do certain functions A logical and meaningful association of various nodes INFORMATION NODE An arbitrary point in the graph at which the AutoAttendant delivers some information to LED HOME NODE MENU NODE NODE PROMPTS PSTN RESPONSE RTC SE SE MODE TONES TRANSFER NODE USER the caller Light Emitting Diode Astarting point in the graph at which the AutoAttendant presents few options a menu in form of a voice prompt to the caller to further traverse the graph It is the point where the caller comes back after finishing one job It is the point where the caller reaches once he dials 0 at the gateway An arbitrary point in the graph at which the AutoAttendant presents few options a menu in form of a voice p
81. one of the extension If the dialed extension is busy or out of order then AutoAttendant plays Busy message to the caller and then offers him four options viz Retry the same extension go to the operator go to initial node or disconnect the call Wait for Answer Without Name In this case when the caller dials the extension number the AutoAttendant keeps the caller on hold and dials the extension number If the extension is free and answers the call the AutoAttendant transfers the call to the extension If the dialed extension is not free the AutoAttendant play Busy message to the caller and then offers him four option viz retry the same extension go to the operator go to initial node or disconnect the call If the extension does not respond for the time wait for answer time the AutoAttendant plays No answer message to the caller and then offers him four options as above Wait for Answer With Name In this case when the caller dials the extension number the AutoAttendant asks the caller to record his name The message is of maximum 3 secs The message file name is MSG027 Then it holds the caller and dials the extension number If the extension is free and answers the call the AutoAttendant plays back the name of the caller to the dialed extension and then transfers the call to the extension If the dialed extension is not free the AutoAttendant play Busy message to the caller and then offers him four options viz retry th
82. or troubleshooting the person takes extra care and wears footwear to get protection from the electric shock Doing so the static charge on the body does not find its way to the ground This keeps on accumulating the charge on his body Now when the person touches any of the electronic cards the static charge finds its way through the electronic components thereby damaging the cards Care should be taken to avoid this Protecting the AutoAttendant from heavy voltage on the Communication port The AutoAttendant provides a communication port to which a computer can be connected It is recommended to run the cable connecting both the devices through their conduct Carrying telephone cables or through a separate conduct By chance if an electrical wire carrying heavy voltage shorts with this cable heavy voltages can damage the communication port Protecting the AutoAttendant from heavy voltage on the AUX port The auxiliary port of the AutoAttendant should be protected from 1 Heavy voltages on the cable connecting the AutoAttendant and the external music source due to shorting with any electrical wire 2 An audio signal which is not as per the specifications is fed to this port Please refer Recording Prompts and Responses for technical specification of the AUX port Relevant Topic 1 Recording Prompts and Responses 81 14 AutoAttendant V2 System Manual Matrix Installing the System Important Safety Instructions e N
83. r or third parties as a result of accident misuse or abuse of this product or unauthorized modifications repairs or alterations to this product or failure to strictly comply with Matrix Telecom s operating and maintenance instructions All rights reserved No part of this system manual may be copied or reproduced in any form or by any means without the prior written consent of Matrix Telecom Contents Leo 0 0 6 1 04610 101o je a P EEE E E E E E RER RER Re EE 5 Welcome RE etn teens 7 PACKING LiSt BPE EA E A E A E A A A E E A E E A E 8 Warranty Statement dan mans an datent Eas Sa se e aha dar E a Sen enon A E E aie A REER 9 INTOOUCING MATE SYSIONT PER eens dered cristae ae Dist arate ahi ERG a Ra aa Oita Rae ea A RE 11 Contiguring the System auch ieee ih ew BA dant annee din ee le le cent REEERE munies 13 Protecting the Systemi sereinement i i ee ede 14 Installing th SYSTEM ac vesetecesascnnssctessvascsusnckescbscstidnvusacdtestnssansssbacadhesntncteccesnsisesdidacteavessedensuseciesiasentsssasva EE Eea E a RAE 15 Getting Started serere rea reene ea eea aE Ea e ae e ae he E annee E E eE cits E eE EA AE AEEA She a AEE E ETE KAE 17 Section 2 Features and Facilities 0552 icrnrunsesnesnemensesernenenneenssssetaesasaneeanen ananenasaeeuses aa 19 Call Transfer A 0 CPR RE TE leva eunecdaeecid eeni nenii neni eeii iEn sete yeededcusccessiaeaevanvagccdsedae evhsdevsecnsarte acta neocons 21 GOMIMUMICATION POM 5 cits nvsiias cals sas snake
84. r other products 30 seconds Direct call to Marketing Direct call to Sagar Extension 224 Direct call to Newton Extension 226 Direct call to Hiren Extension 228 Direct call to Support Direct call to Pranav Extension 2023 Direct call to Vinay Extension 23 Direct call to Mahendra Extension 2025 Direct call to Administration Direct call to Bharthi Extension 230 Direct call to Minal Extension 231 Direct call to Smita Extension 233 Record appropriate prompts at each node Solution First step is already done in the figure and table shown below Menu 06 Menu 06 Transfer 08 Transfer 09 Transfer AutoAttendant V2 System Manual 57 Matrix MN 1 2 Information Further MN Navigation 17 21 3 MN a ow o IN Th Analog Th Other Marketing Co Ordination PBX ee products MN MN V9 3 147 21 3 TN TN Sagar N Hiren Bharti N Snita Newton Technica Minal Support JR MN a 21 3 Q TN TN Vinay TN Mahendra Ranav Step 2 Not required for the example in question as we can use default code 8 to reach home node Step 3 Menu Node Programming Assign unique digit for each option of a menu node 521 Menu Node Index Digit Destination Node Type Destination Node Index 521 1 1 0 02 521 1 2 0 03 521 2 1 2 01 521 2 2 2 02 521 2 3 2 03 521 3 1 0 04 521 3 2 0 05 58 AutoAttendant V2 System Manual Matrix 521 3 3 0 06 521 4 1 1 01 521 4 2 1 02 521 4 3 1 03 521 5 1 1 04 521 5 2 1 05 521
85. rompt to the caller to further traverse the graph A Node is an arbitrary point a stop over in a graph where some activities like making a decision or accessing information is made While traversing through the AutoAttendant the AutoAttendant gives instructions to the caller to dial codes to do some activity Public Switch Telephone Network When the caller dials a code as per the instructions of the prompt the AutoAttendant responds in certain manner Real Time Clock Date and Time keeping circuit System Engineer System Engineer Mode Different frequencies used for signaling An arbitrary point in the graph from where the AutoAttendant takes the caller to a specific extension One who actually uses the AutoAttendant resources But he is not same as the Caller AutoAttendant V2 System Manual 101 Matrix Index A Auto timing Please refer Time Table 91 B Blind transfer Please refer Call Transfer Types 21 C Call Screening Please refer Call Transfer Types 21 Calling the AutoAttendant Please refer Getting Started 17 Company greetings Please refer Greetings 63 Configuring the AutoAttendant Please refer Interfacing the AutoAttendant with a PBX 66 Current Date Please refer System Parameters 84 Current Time Please refer System Parameters 84 Current Day Please refer System Parameters 84 D Default Settings Please refer Default Configurat
86. rt Caller calls AutoAttendant AutoAttendant greets the caller as per the time of the day E OS AutoAttendant plays prompt for the initial node as per the timetable User dials valid extension number or name or reaches the extension after navigating through graph Is No Extension Status Normal Ye AutoAttendant plays a prompt AutoAttendant checks the call as per the extension status transfer type of the extension Please refer Extension Status for more details Call transfer type End None Blind ait for Ring Wait for Answer Waitfor Answer Screen w o Name with Name 22 AutoAttendant V2 System Manual Matrix AutoAttendant responds 07 The person you wish to talk is not available AutoAttendant puts the caller on hold and transfers the call to the operator depending on timetable and call transfer type set for the operator AutoAttendant responds 02 Please hold while your call is being transferred AutoAttendant puts the caller on hold and transfers the call to the extension number dialed by the caller AutoAttendant V2 System Manual 23 24 Matrix AutoAttendant responds 02 Please hold while your call is being transferred H QOS AutoAttendant puts the caller on hold and dials the extension number AutoAttendant then waits for Ring Back Tone ing Back Tone Error tone Busy tone timeout Error tone Busy tone Timeout Ring Ba
87. rt printing is going on e Message should be recorded with the fixed files names only MSG000 MSG001 etc Where MSGO00 is Good Bye Msg MSG001 is Invalid Entry Msg etc Please refer Prompts and Responses Greetings Initial Node and Graphs and Nodes for more details X X 82 AutoAttendant V2 System Manual Matrix Restart the AutoAttendant What s this The AutoAttendant supports a command from the SE mode to restart the system This command gives same effect as switching off the system and switching it on again Many times it is difficult to physically walk to the system and restart it It is convenient if we could do the same from an extension This command precisely provides this facility How to use it Use following command to restart the system 263 SE Password Important Point e This command does not alter any programming parameters However all active conversations will be disconnected and the ports in use will be released X X AutoAttendant V2 System Manual 83 Matrix System Parameters What s this System Parameters include e Real Time Clock e System Timers e Retry Count Real Time Clock Various features and facilities provided by the AutoAttendant use date and time parameters Such facilities work properly only if the system is set with correct date and time values These features are 1 Time Table 2 Holidays 3 Greeting The AutoAttendant is equipped with buil
88. s are enabled Example Enable port 0 Use following command to enable port 0 311 0 1 Flash Timer Flash is breaking of the loop current for some time This time is called flash time Just as a normal extension dials flash to hold the caller the AutoAttendant also does the same to hold the caller and dial extension number Hence it is required that the flash timer of the AutoAttendant should match with the flash time of the extension of PBX to which AutoAttendant is connected Hence flash timer is kept programmable in the AutoAttendant Use following command to program the flash timer of the port 312 Port Flash Timer Where Port is from 0 to 3 Flash timer is in milli seconds from 200 to 990 By default the Flash Timer is 400ms Example Set flash timer of port 0 to 800ms Use following command to set the flash timer of port 0 to 800 ms 312 0 800 Important Point e Port which is being used for programming can t be disabled Relevant Topics 1 Greetings 63 2 Interfacing AutoAttendant with a PBX 66 X X AutoAttendant V2 System Manual 75 Matrix Programming the System What s this The AutoAttendant is a flexible system and can be programmed to suit your needs AutoAttendant can be programmed at two levels viz SE level and User level System Engineer level At this level System Engineer does the programming This is called System Engineer Mode User level At this level each extension user does the pro
89. s first three alphabets For example Abbreviate Ganesh to Gan Hiren to Hir Sagar to Sag etc e However an extension user s name can be abbreviated to any desirable acronym with maximum of three letters All the alphabets are allowed It is advisable that the SE programs the extension names in such a manner that no acronym corresponds to two different names e Ifin an organization two persons have a same name then a suitable acronym should be given to each of them to avoid any confusion It is also possible to include such typical case in the prompt message itself which is programmable For Example the prompt could be recorded as Please dial first three letters of the name of the person you wish to talk For Sumer Mehra dial 786 and for Sumer Patel dial 728 However please note that the dial by name prompt is 5 seconds Please note that AutoAttendant does not distinguish between two names having same dialing digits For example AutoAttendant cannot distinguish between Kaushik and Jatin because caller would dial 528 in both the cases In such case name appearing first in the extension table will be chosen e The caller should have telephone instrument with alphabets printed on the keys e AutoAttendant checks the dialed extension number for its validity If the dialed number is not valid it increments the retry count When the current retry count equals the programmed retry count it transfers the caller to the Operator Relev
90. ses from an external source Prompts and Responses to be recorded in AutoAttendant can first be recorded in a music system in noise free environment by a professional speaker and then can be recorded in AutoAttendant How to program Use following command to record prompts and responses either through telephone instrument or through audio input port marked AUX 610 Code Where 0 Any port P1 P4 1 Auxillary port AUX By default recording is allowed from either port How to use it 1 Using Telephone Instrument e Call AutoAttendant e Enter SE Mode by dialing 1 SE Password at initial node e Complete recording process e Exit SE Mode by dialing 0 2 Using Auxiliary Port e Connect the Audio out or Speaker port of music system to the audio port of AutoAttendant marked AUX e Call AutoAttendant e Enter SE mode by dialing 1 SE Password at initial node e Issue recording command and press the play button of the music system at the time of beep e Exit SE Mode by dialing 0 Following table explain the exact sequence of recording Action Responses Issue a recording command AutoAttendant gives a beep for 0 5 sec Start recording AutoAttendant records the message Dial any digit to terminate or AutoAttendant give confirmation tone to wait for timeout the caller How to connect AutoAttendant V2 System Manual 81 Matrix Audio out or Speaker AutoAttendant 3 Using
91. signify the event of call answer Since codes are used for transfer of information this method is very much reliable and near to perfect The 66 AutoAttendant V2 System Manual Matrix gateway protocol differs from PBX to PBX i e different PBXs use different strings of digits to signify various events Hence the AutoAttendant should be programmed accordingly The AutoAttendant provides the flexibility to interface with any PBX How to program Step 1 Program the type of PBX using command 220 Step 2 Program the code for function Operator using command 223 Step 3 Program the code for function Hold using command 224 Step 4 Program the code for function Retrieve Hold Call 225 Step 5 Program the code for function Transfer using command 226 Step 6 Program the code for Dial by Name using the command 228 Step 7 Program the Gateway strings using the command 227 Step 8 Program the call progress tones using the commands 281 282 283 284 285 280 Only the first step is mandatory for proper functioning of the AutoAttendant Remaining commands are not compulsory but should be used very carefully Step 1 Type of PBX As mentioned above most of the PBX manufacturers support Gateway feature However the strings of digits used to signify various events are not same There is no standard set for this Hence this protocol for information transfer differ from one PBX to other The AutoAttendant provides
92. t for Ring and Wait for Answer X X 72 AutoAttendant V2 System Manual Matrix Operation of AutoAttendant Enter the AutoAttendant Call AutoAttendant e Listen to greeting Initial Node Call Transfer Type Call is transferred Dial Extension S depending on call transfer type Call Transfer Type Call is transferred gt Dial by Name depending on Dial by Name call transfer type Call tansfer type of operator Call is transferred to the operator depending on it s call transfer Initial Node type a Progra mming Programming the AutoAttendant Dial 1 SE Please refer Password Programming the AutoAttendant Programming the Dial 2 AutoAttendant Extension number User Please refer Graphs and Password Programming the Dial 8 Nodes AutoAttendant AutoAttendant V2 System Manual 73 Matrix Operator What s this AutoAttendant provides a flexibility to assign different operator extension during working hours non working hours and holidays AutoAttendant also allows the user to program different transfer types for the operator This feature enables security guard s extension to be programmed as operator for non working hours and holidays How to program Use following command to program an extension as operator 271 Time Zone Extension Index Where Extension Index is from 000 to 255
93. t in Real Time Clock RTC circuit This circuit is to be set once with current date day and time values It then updates itself regularly to keep track of the parameters However please note that the RTC circuit can drift over a long period Hence it is recommended to check and reset RTC values at least once every month to correct this drift Please note that the system RTC takes care of the leap year Date Use following command to set date parameters 251 DD MM YYYY Where DD Date from 01 to 31 leading zero must in case of single digit date MM Month from 01 to 12 leading zero must in case of single digit month YYYY Year is in four digits from 2000 to 2099 Day Use following command to set day of the week 252 Day Where Ce PE a a a ee Time Use following command to set time 253 Hours Minutes Where Hours Hours in 24 hours format in two digits from 00 to 23 leading zero must Minutes Minutes in two digits from 00 to 59 leading zero must Example Set the system with 15 April 2003 Tuesday at 9 00 am Use following commands 251 01 04 2003252 3 253 0900 System Timers Please refer System Timers for more details 84 AutoAttendant V2 System Manual Matrix Retry Count Retry count signifies the number of times the system allows the caller to dial invalid password and invalid extension number AutoAttendant offers two types of the retry counts 1 Invalid Extension retry count 2 Invali
94. to all the extensions 414 Extension Status Step 5 Use following command to assign default user password to the extension 415 Extension Index Where Extension Index is from 000 to 255 By default User password is 1111 Use following command to assign default password to all the extensions 415 On issuing above commands an extension table as shown below will be formed Extension Extension Call Transfer Extension Extension User Index Number Type Name Status Password 2001 1111 2002 4 777 0 7 ooo S e a o e EC a oo o o S a PE y e i i 2256 1111 40 AutoAttendant V2 System Manual Matrix Step 6 Use following command to take printout of extension parameters 4100 How to use it Call transfer type Extension status and User password can be changed by the User Please refer respective sections for more details Important Points e Same flexible numbers used by the PBX to access different persons should be programmed in AutoAttendant for example if 2001 is the flexible number used to access Sumer in PBX then same flexible number 2001 should be programmed in AutoAttendant e Avoid using extension numbers 25 and 251 If PBX supports it please change the extension number in PBX By mistake If 25 and 251 are programmed in the AutoAttendant then the call would be transferred to the extension number that appears first in the extension table Whereas the other extension number will never be calle
95. toAttendant during working hours the AutoAttendant plays the prompt at initial node for working hour If the caller calls the AutoAttendant during non working hours the AutoAttendant plays the prompt at initial node for non working hour If the caller calls the AutoAttendant during holiday the AutoAttendant plays the prompt for the holiday A prompt length can be minimum 15 seconds How it works Following flowchart explains how to reach Initial node Caller calls AutoAttendant Autoattendant greets the caller as per the time of the day AutoAttendant takes the caller to the Initial node AutoAttendant plays prompt for the initial node as per the timetable Use following command to record the prompt for Initial node 421 Time Zone lt Record Prompt gt Where Time Zone Meaning i 0 Working Hours Non Working Hours Holiday Please restrict the prompt message to less than 15 seconds 64 AutoAttendant V2 System Manual Matrix Use following command to playback the prompt for Initial node 422 Time Zone Where Time Zone Meaning 0 Working Hours Non Working Hours Holiday Following messages are available by default at initial node Time Zone Message Message Number Working hours Dial an prionsa number ral to dial by name Dial 9 for MSG018 operator dial 8 for menu Dial 0 to listen this message again Non working am Sorry we are closed Dial 8 for information Dial 9
96. ures and Facilities Matrix Call Transfer Types What s this The AutoAttendant can be programmed to transfer call to an extension in various modes The AutoAttendant offers six types of call transfers viz None Blind Wait for Ring Wait for Answer without name Wait for Answer with name and Screen When a call lands on AutoAttendant it greets the caller and prompts him to dial extension number When the caller dials the extension number AutoAttendant checks the call transfer type set for the extension and accordingly transfers the call Each call transfer type is explained below None In this case the AutoAttendant transfers all the calls for this extension to the operator Extension user can set this transfer type if he does not want to attend his calls for sometime Blind In this case the AutoAttendant simply transfers the call to the dialed extension It does not check the status of the extension like whether it is busy or ringing or out of order If the dialed extension is busy the caller gets the busy tone whereas if it is ringing it gets ringing tone and if the dialed extension is out of order the caller gets error tone of the PBX This is a default call transfer type Wait for Ring In this case when the caller dials the extension number the AutoAttendant keeps the caller on hold and dials the extension number If the extension is free and rings the AutoAttendant transfers the call to the caller The caller gets ring back t
97. y Invalid Input No Is current retry count maximum retry count Yes AutoAttendant transfer the call as a per the time table End AutoAttendant V2 System Manual Matrix Important Points e Same extension numbers that are used by PBX to access various persons in an organization should be programmed in the AutoAttendant e Please avoid using extension number with common digits like 25 251 or 23 233 etc If such extension number are used in PBX then it is advisable to change such numbers in the PBX e If 25 and 251 are used in the AutoAttendant then the call would be transfer to the extension number that appears first in the extension table Whereas the other extension number will never be called e AutoAttendant checks the dialed extension number for tis validity If the dialed number is not valid it increments the retry count When the current retry count equals the programmed retry count it transfers the caller to the Operator e Extension numbers programmed in the extension table of AutoAttendant are considered invalid extension numbers Relevant Topics 1 Call Transfer Types 21 2 System Parameters 84 3 Extension Parameters 39 AutoAttendant V2 System Manual 35 Matrix Dial by Name What s this A caller can reach the desired person in an organization by dialing the name of the person This helps the caller to access the desired person by his name in case his extension number is forgotten Th
98. y is not transferable and applies only to the original consumer purchaser of the Product Warranty shall be void if the warranty card is not completed and registered with Matrix within 30 days of installation All legal course of action subjected to Vadodara Gujarat India Jurisdiction only 10 AutoAttendant V2 System Manual Matrix Introducing the System The AutoAttendant is a stand alone integrated one box solution satisfying auto attendant and information requirement delivery system The AutoAttendant is available in two configurations viz 2 ports or 4 ports The AutoAttendant is shown in the figure given below AutoAttendant offers following features AutoAttendant features e Programmable greetings for incoming calls e Different greetings depending on time of the day e Flexible graph to create departments of extensions AutoAttendant V2 System Manual 11 Matrix e Single digit access to many extensions e Six transfer types None Blind Wait for ring Wait for answer without name Wait for answer with name and Screen e Call Screening e Record prompts and responses from external source e Fax Homing e Call Transfer on answering machine during non working hours and holiday e Do Not Disturb e Dial by Name Special Features e Eight Information nodes with programmable message length Play advertisement product information e Menu node Play information transfer particular department e Programming through

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