INTUITY AUDIX provides
special maintenance features, including:
Maintenance describes the organization
and function of the maintenance layer
describes the different types of logs in
which the system records information about its
describes the alarms recorded in the maintenance
log and how they are corrected
Service Center describes the role of
the remote service center in maintaining the system
Audits describes the types of database
audits that run automatically or on demand to
ensure the integrity of system data
describes security features
The customer services layer of the product is part of the platform and is common to all features and feature packages. Depending on its requirements, the feature or feature package uses the utilities offered by the maintenance layer.
This scheme provides
the customer's system administrator with a single
point of reference for maintenance and troubleshooting,
regardless of configuration. For example, the configuration
includes INTUITY AUDIX Voice Messaging, INTUITY
FAX Messaging, and INTUITY AUDIX Digital Networking.
All of these applications use the same alarm log
to report problems occurring within the feature
or in its interaction with other feature packages.
- Receives entries from all areas of the system
- Prioritizes alarms according to severity
- Is accessible in an easy-to-read report
Reviewing the logs allows the customer's system administrator to reach a quick understanding of overall system status. This common maintenance platform offers a variety of other features aimed at efficient and effective maintenance and troubleshooting.
uses a series of logs as the central collection
point for information flowing from all of the INTUITY
AUDIX features and feature packages. These logs
provide a systemwide view of activities, errors,
the logs range in importance from informational
to critical. The logs vary based on audiece (login
type) and information type. The current system uses
activity log records a list of INTUITY AUDIX mailbox-related
events (for example, logins and message creation,
receipt, and deletion). This log is useful for
responding to subscriber-reported problems. The
activity log is accessible to the vm, sa, and
administrator's log records informational messages
that could require some action by the INTUITY
AUDIX system administrator. These messages might
simply log a successful nightly backup, or they
could alert the system administrator that the
system is low on disk space. The administrator's
log is accessible to the vm, sa, and craft logins.
alarms signal a service-affecting or potentially
service-affecting problem with the system. The
alarm log records major, minor, and warning alarms
generated by the system. The system automatically
notifies a designated remote service center of
all major and minor alarms by using the modem
if the system is registered with the Avaya Remote
Service Center. The customer is responsible for
resolving all warning alarms. The alarm log is
accessible to the vm, sa, and craft logins.
maintenance log records error occurrences, error
resolutions, and informational events that can
help Professional Services troubleshoot an alarm.
The maintenance log is accessible to the vm, sa,
and craft logins.
Errors found by the system are recorded in the maintenance log. The system then attempts to diagnose and isolate those problems and can send an alarm to the alarm log if it cannot correct the error automatically.
The contents of the alarm log represent all of the significant problems the system detects. Therefore, it is the starting point for troubleshooting the system.
The alarm log
contains two types of entries:
- Active alarms
An active alarm indicates a current problem in the system.
- Resolved alarms
Resolved alarms have been corrected either automatically or through a repair procedure.
Three alarm levels indicate the severity of an alarm:
- Major Alarms
alarms indicate problems that could affect key system
components or features. For example, if more than 25%
of the voice ports are out of service, a major alarm
is generated. Major alarms are repairable by technicians.
- Minor Alarms
alarms indicate problems that could affect full service
but are not critical to system operation. For example,
if a network connection occurs, a warning alarm appears.
Minor alarms are repairable by technicians.
alarms indicate problems that could potentially affect
system service if not resolved. For example, if the
customer system administrator does not create a trusted
server password and a trusted server tries to log in,
a warning alarm is generated. Warning alarms are repairable
by the customer.
When an active alarm is corrected, its status changes from "active" to "resolved."
If the customer
purchases a maintenance service contract and activates
the alarm origination feature, the system automatically
sends major and minor alarms to a remote service
center for correction. Warning alarms are not sent
to a remote service center. Warning alarms must
be corrected by the system administrator by using
the procedures detailed in Alarms.
Viewing the administrator's log and the alarm log on a daily basis is the best way to be informed of new entries. Active alarms (alarms that have not been resolved) and new entries to the administrator's log are noted on the STATUS line.
line can display multiple levels of alarms. The
alarm level is important because it classifies problems
within the system so that the most severe are worked
on first. In most cases, the alarm level also marks
the area between the responsibility of the system
administrator (warning alarms) and the responsibility
of the remote service center (major and minor alarms).
Remote Service Center
Service Center plays a key role in maintaining and
troubleshooting the system.
The INTUITY AUDIX LX has an external
modem. The modem is used to establish a PPP connection
to the INTUITY AUDIX system. Dialup networking can
also be used to connect to the INTUITY AUDIX LX
system. The Remote Service Center can then perform
administration and Linux commands on the system.
During normal operation, INTUITY AUDIX databases work independently of each other under the direction of a set of software and hardware processes. These processes coordinate the files, databases, and system hardware.
Since databases are handled separately, it is possible for one database to contain information that conflicts with another database. For example, if a subscriber is removed from the INTUITY AUDIX database, other databases could still contain messages addressed to that subscriber or mailing lists that include that deleted subscriber's name.
To reconcile possible
conflicts among databases, software programs called
audits run automatically (or can be performed
on demand) to check for inconsistencies and, when
possible, update information in databases to correct
problems. For example, audits remove all references
to a deleted subscriber, which includes deleting
the subscriber's name from mailing lists and canceling
message deliveries to that subscriber.
INTUITY AUDIX Voice Messaging Audits
The INTUITY AUDIX feature package performs many regular internal audits on the databases of information it maintains. These databases include:
- Mailing lists
- Network data
- Personal directories
- Subscriber data
- Voice files
These audits can also be run on demand.
Networking Database Audits
database audit consists of a series of internal
checks. For example, these checks verify that files
are not corrupted and that values within the files
are within the proper ranges. The networking database
consists of two parts, the networking administration
database and the remote subscriber update status
Switch Integration Software Audits
The switch integration software in the system is part of a layer that is accessible to all the software applications. Therefore, the software maintains its own database of subscribers to execute the switch-related requests from the applications. Subscribers are added to the switch integration database automatically after being added to an application, such as INTUITY AUDIX.
Because the switch
integration software maintains its own database, it must
be synchronized periodically with the other application
databases. This synchronization is accomplished through
The system is designed to be very secure. The following is a list of some of the security features.
all messaging mailboxes. The system offers password
aging and password timeout mechanisms that can help
restrict unauthorized subscribers.
Subscriber passwords must comply with the following guidelines:
can be from 5 to 15 digits in length, although
the system administrator can specify a minimum
- A password cannot:
- Be the same number as the extension (for example, extension 34555 cannot use password 34555).
- Contain repeated digits (for example, 77777).
- Be consecutive digits (for example, 12345).
The system administrator can administer the system to age subscriber passwords, at which time subscribers must select a new password.
Callers are given three attempts per call to enter their mailbox correctly before they are automatically disconnected. An administrator can also specify how many consecutive invalid attempts are allowed before a voice mailbox is locked.
Administrative Logins and Passwords
There are three logins to access the system. Each login has its own unique password and provides varying levels of access to the features and capabilities of the system. This layered approach limits access to particularly powerful features and is convenient when delegating system administrator responsibilities.
All of the subscriber password compliance guidelines apply, including password aging, for both the system administrator (sa) and voice mail (vm) logins.
Enhanced call transfer is available for
CLAN switch integration.
Enhanced Call Transfer
Call Transfer, the system uses a digital control
link message to initiate the transfer. The switch
then verifies that the requested destination is
a valid extension in the dial plan. The system verifies
that the digits entered contain the same number
of digits as are administered on the INTUITY AUDIX
system for extension lengths. When callers request
a name addressing transfer, the name must match
the name of an INTUITY AUDIX LX subscriber (either
local or remote) whose extension number is in the
Call transfers are subject to control by the customer system administrator. This administrative control is designed to encompass all of the numbers to which a caller can transfer.
Call Transfers by Using Allowed and Denied Numbers
to another extension, the subscriber presses *
T, the digits of the extension to which he or
she wants to transfer, and #. The system
administrator can administer the INTUITY AUDIX LX
system to permit transfers to only certain allowed
numbers or ranges of numbers. For example, the system
administrator can administer the system to forbid
call transfer to extensions that begin with 9, if
dialing this number results in access to an outside
line. See Creating
Restricted Number Lists for additional information
on establishing dialing restrictions.
If a caller
enters an extension that is an allowed transfer,
the switch completes the transfer, disconnects the
INTUITY AUDIX system, and sends a "disconnect -
successful transfer" message to the system. If the
number is not valid, the switch leaves the system
connected to the caller and sends a "fail" message
to the INTUITY AUDIX system. Then the system plays
an error message to the caller and prompts for further
Call Transfers Using "Subscribers versus Digits"
Allowing * T transfers increases
the risk of toll fraud. If the customer decides to allow * T transfers,
the system can be set to allow transfers by either subscribers or digits.
by subscriber in a system administered
to allow transfer by subscriber, callers can transfer
only to an administered AUDIX subscriber.
by digits in a system administered to allow
transfer by digits, the destination telephone
number must correspond to a pattern administered
in the Allowed and Denied Numbers menus. It must
also have the same number of digits as extension
numbers within the INTUITY AUDIX system.
call transfers to administered subscribers is the
more secure of the two options. Fraudulent use of
call transfer is virtually eliminated when the INTUITY
AUDIX system verifies that the specified destination
is an administered number and denied numbers are
administered carefully to include such things as
a phantom mailbox that begins with 9. However, you
must also consider that if digits are specified,
the caller might find a way to access the switch
and to use switch features and functions to complete
fraudulent long distance calls.
The current INTUITY AUDIX documentation set includes detailed instructions on how to administer switches to prevent toll fraud. For more information, see Switch Administration Tasks Checklist and the switch integration book for the specific switch at the customer's site.
Toll fraud can be minimized
when outcalling to INTUITY AUDIX subscribers who
are off-site and often have their message notification
forwarded to a call pager. To do so, the outcalling:
can be assigned to a toll restricted Class of
Restriction (COR) that allows calling only within
a local area.
can be entered into an unrestricted calling list
for either ARS or Toll Analysis.
can be limited to 7 or 10 digits to restrict outcalling
to, for example, international extensions.
unattended (automatic) backup that the INTUITY AUDIX
system performs might not have enough information
to restore the system completely. However, the backup
does contain enough information to return the system
back to working order should a problem occur. This
capability offers customers the security of always
having the previous day's messaging and system information
At a minimum,
the customer should have a read/writable CD-ROM
to complete seven backups (one for each night of
the week). Depending on the needs of the business,
these read/writable CD-ROMs can be archived for
a longer length of time or can be swapped out daily.
This process ensures that the previous day's messaging
and system information is available at any time.
Unattended backups do not always store voice data. In the event of a system failure, all voice messages are lost unless you have also performed an attended backup.