aleen EAR 5000 Assembly instructions

Version 6.0 Release 2.0 June 2002
EAR 5000
Installation and Programming Manual

NOTICE
This publication refers to the EAR 5000 Auto Attendant System, Release 2
Additional copies of this manual may be obtained from Aleen Technologies.
Reproduction of this manual or parts thereof without written permission from Aleen
Technologies is strictly prohibited.
Aleen Technologies reserves the right to modify the hardware and software described
herein without prior notice. However, changes made to the hardware or software
described do not necessarily render this publication invalid.
WARRANTY
In the event that the product proves to be defective in workmanship or materials within a
period of one year from date of shipment, Aleen Technologies shall repair or replace the
same at its discretion. Transportation will be the responsibility of the dealer/distributor.
Under no circumstances shall Aleen Technologies be liable for consequential or
special damages, loss of revenue or user/dealer expenses arising out of or in
connection with the use or performance of the product, whether base on contract,
tort or any other legal agreement.
The following shall void the above warranty: malfunctions resulting from fire, accident,
neglect, abuse or acts of God; use of improper electrical power; or repair of, tampering
with or alteration of the product by anyone other than Aleen Technologies authorized
personnel.

Table of Contents
Installation and Programming Manual a
TABLE OF CONTENTS
1. INTRODUCTION................................................................................................................1-1
1.1 FEATURES AND SERVICES ...............................................................................................1-2
1.1.1 System Features .....................................................................................................1-2
1.1.2 Automated Attendant Features...............................................................................1-4
1.1.3 Voice Mail Features...............................................................................................1-6
1.2 ABOUT THIS MANUAL.....................................................................................................1-8
2. DESCRIPTION AND INSTALLATION...........................................................................2-1
2.1 THE BASIC SYSTEM ........................................................................................................2-2
2.2 PHYSICAL DESCRIPTION..................................................................................................2-3
2.2.1 Side Panel ..............................................................................................................2-3
2.2.2 Front Panel............................................................................................................2-4
2.3 INSTALLATION ................................................................................................................2-5
2.3.1 Unpacking..............................................................................................................2-5
2.3.2 Installing the EAR 5000 .........................................................................................2-5
2.3.3 Expanding the System.............................................................................................2-8
3. DTMF PROGRAMMING...................................................................................................3-1
3.1 ENTERING AND EXITING THE PROGRAMMING MODE ......................................................3-1
3.2 FIRST TIME PROGRAMMING CHECKLIST .........................................................................3-2
3.3 DEFINING PBX PARAMETERS.........................................................................................3-3
3.4 SETTING THE TIME AND DATE ........................................................................................3-8
3.5 PROGRAMMING THE OPERATIONAL MODE......................................................................3-8
3.6 PROGRAMMING THE EAR 5000 ....................................................................................3-10
3.6.1 Creating Mailboxes..............................................................................................3-10
3.6.2 Creating Mailbox Groups ....................................................................................3-12
3.6.3 Notification...........................................................................................................3-13

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b Installation and Programming Manual
3.7 PROGRAMMING THE AUTOMATED ATTENDANT SCRIPT MENU.....................................3-17
3.7.1 Recording Script Messages..................................................................................3-17
3.7.2 Programming Script Messages ............................................................................3-18
3.7.3 Directory Listing Programming...........................................................................3-25
3.7.4 Reset Script Message Programming to Default ...................................................3-26
3.7.5 Supervised, Semi-Supervised and Non-Supervised Transfers ..............................3-26
3.8 ADDITIONAL FEATURES................................................................................................3-29
3.8.1 Changing Passwords............................................................................................3-29
3.8.2 Activate Force Reorganize...................................................................................3-30
3.8.3 Changing to/from Day Light Saving Time............................................................3-31
3.8.4 Changing the Operational Mode..........................................................................3-31
3.8.5 Playing a System Message ...................................................................................3-32
3.8.6 Playing All System Messages...............................................................................3-32
3.8.7 System Message Setting........................................................................................3-32
3.8.8 Listening to the Software Version Number...........................................................3-33
3.8.9 Resetting the System.............................................................................................3-33
3.8.10 Adjusting Recording Length.................................................................................3-33
4. PROGRAMMING BY COMPUTER.................................................................................4-1
4.1 CONNECTING THE EAR 5000 TO THE COMPUTER .........................................................4-1
4.2 SYSTEM REQUIREMENTS.................................................................................................4-2
4.3 INSTALLING THE EUP.....................................................................................................4-2
4.4 STARTING EUP...............................................................................................................4-3
5. USER OPERATION INSTRUCTIONS.............................................................................5-1
5.1 INTRODUCTION ...............................................................................................................5-1
5.2 USER’S MAIN MENU.......................................................................................................5-1
5.3 RETRIEVE MESSAGE MENU ............................................................................................5-1
5.4 MAILBOX PARAMETERS..................................................................................................5-2
5.4.1 Record Greeting.....................................................................................................5-3
5.4.2 Record Name..........................................................................................................5-3
5.4.3 Directory Listing....................................................................................................5-4

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Installation and Programming Manual c
5.4.4 Change Password...................................................................................................5-4
5.4.5 Do Not Disturb (DND)...........................................................................................5-5
5.4.6 External Notification..............................................................................................5-5
5.4.7 Pager Notification..................................................................................................5-6
5.4.8 Return to Previous Menu........................................................................................5-6
5.5 SEND MESSAGE ..............................................................................................................5-7
5.6 RETURN TO AUTO ATTENDANT ......................................................................................5-7
5.7 QUICK REFERENCE GUIDE ..............................................................................................5-8
6. PROGRAMMING THE IN-BAND DTMF PROTOCOL................................................6-1
6.1 PROGRAMMING THE EAR 5000 BY TELEPHONE .............................................................6-1
6.1.1 Defining an In-Band DTMF Code for an Event.....................................................6-1
6.1.2 Selecting an Operation Type..................................................................................6-3
6.1.3 Selecting a destination ...........................................................................................6-4
6.1.4 Defining the Time to Wait for the First DTMF Character.....................................6-4
6.1.5 Defining the Time to Wait Between DTMF Characters.........................................6-4
6.1.6 MATRA Support.....................................................................................................6-5
6.2 SAMPLE PROGRAMMING .................................................................................................6-5
6.2.1 Working with the SIEMENS Hicom 150E Office PBX...........................................6-5
7. TROUBLESHOOTING ......................................................................................................7-1
APPENDIX A PROGRAMMING COMMANDS....................................................................A-1
APPENDIX B PROGRAMMING FORMS..............................................................................B-1
APPENDIX C SYSTEM MESSAGES......................................................................................C-1
APPENDIX D SPECIFICATIONS ...........................................................................................D-1

Installation and Programming Manual 1-1
1. INTRODUCTION
The EAR 5000 is a small stand alone multilingual Automated Attendant system for
organizations that have between eight and eighty employees. The EAR 5000
incorporates state of the art technology, including DSP, flash memory and SMT
production.
Figure 1-1 General View
The EAR 5000 is available in two or four ports and with up to 8 mailboxes. It
provides a three hours recording time .
The EAR 5000 can be integrated with most types of PBX’s through the analog
ports or through the RS-232 serial port.
The system administrator can be programmed by the computer using the EAR
Utility Program (EUP) or by touch-tone telephone.
Installing the EAR 5000 is quick and easy. Just mount it on a wall next to the PBX
and connect it to the SLT interfaces and to the main power supply with an external
power adapter.

Introduction
1-2 Installation and Programming Manual
The EAR 5000 is ready for use immediately after the system administrator
completes a short procedure that includes setting up integration parameters,
mailboxes, notification type, system schedules and opening greetings. Mailbox
owners can then set up their own personal mailbox parameters.
1.1 Features and Services
The EAR 5000 is a powerful Auto Attendant system at an affordable price. It
contains most of the useful features and services provided by PC-based systems
but at a lower cost. The EAR 5000’s features can be divided into three groups:
• System Administration
• Automated Attendant
• Voice Mail
1.1.1 System Features
• Configuration
The EAR 5000 is available with two ports and three hours of recording time.
The system administrator can upgrade the EAR 5000 by:
− Adding a two port expansion card to the motherboard to provide four ports
• Programming
The system administrator can program the EAR 5000 by:
− Touch-tone telephone using DTMF tones
− Computer using the EAR Utility Program (EUP). The installer should
save the files containing the parameters set in each installation.
• Integration with your PBX
The system administrator can integrate the EAR 5000 with the PBX through:
− In-Band DTMF Protocol integration using DTMF strings. This type of
integration is achieved by setting up the communication parameters on the
PBX and the EAR 5000s, including answering a call, transfer, recall from
busy, recall from no answer, the notification parameters and more.
− Out-band integration through a serial port (RS-232) applying the PBX
parameters to the EAR 5000. This type of integration must be developed
separately for each type of PBX.

Introduction
Installation and Programming Manual 1-3
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Loop Current Disconnection
Some PBXs have the capability, which enables them to notify the EAR 5000
through the line interface when a call is terminated. When this situation is
detected by the unit, the line is disconnected and the EAR 5000 is then ready
to receive another call.
• Message Notification
The EAR 5000 automatically notifies the mailbox owner of new messages in
different ways according to the system configuration. Notification may be
local (to a PBX extension) or remote (to a telephone at a remote location, a
cellular telephone or a pager).
• Security Passwords
The EAR 5000 supports three types of passwords, each with four digits:
− System Administrator. Gives access to all data stored in the EAR 5000.
− Operator. Gives access to the operating modes of the system. The
available operating modes are: Day, Night, Holiday and Break.
− Mailbox. Gives access to individual mailboxes. Mailbox owners can
change the password at any time.
• Line Monitor
The EAR 5000 sends all incoming DTMF codes to the EUP, from all the
ports, simultaneously through the RS-232 cable. The line monitor is a
powerful tool to simplify the integration and installation of the EAR 5000
with the PBX.

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1-4 Installation and Programming Manual
1.1.2 Automated Attendant Features
The EAR 5000’s automated attendant answers incoming calls and through a series
of recorded menus and telephone directories, helps the callers reach the desired
extensions.
• Opening Greeting
The EAR 5000 plays a pre-recorded greeting to callers. The opening greeting
usually includes the organization’s name, how to reach an extension,
department or operator, how to switch languages, how to leave a message and
to access a directory.
During the greeting, callers can access a department by dialing a single digit,
dialing the extension number or holding for assistance.
• Operating Modes
Depending on the time and the system schedule, the EAR 5000 answers
external calls with one of four opening greetings:
− Day Mode
During normal business hours, the EAR 5000 answers calls with a pre-
recorded daytime greeting. The daytime greeting enables the caller to
reach a requested extension, mailbox, department, and directory or to
switch languages.
− Night Mode
During non-working hours, the EAR 5000 answers calls with a pre-
recorded nighttime greeting that enables the caller to leave a message in a
requested mailbox.
− Holiday Mode
During holidays, the EAR 5000 answers calls with a special greeting that
enables the caller to leave a message in a specific mailbox or in the
operator’s mailbox.
− Break Mode
The system administrator can program part of the day mode as break time.
During break time, the EAR 5000 answers calls with a special greeting that
enables the caller to leave a message in a specific mailbox or in the
operator’s mailbox.

Introduction
Installation and Programming Manual 1-5
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System Schedules (Auto-Mode)
If your organization has operating hours that vary from day to day, the system
administrator can define the daily operating schedules on a weekly basis,
including daytime, nighttime and break time hours. When the Auto mode is
activated, the EAR 5000 automatically switches between the day, night and
break modes according to the pre-defined schedule.
The operator can override the pre-defined system schedule and switch
manually to day, night, break, or holiday mode using a password.
• Holiday Schedules
The EAR 5000 switches automatically to Holiday mode on dates programmed
as holidays. During holidays the EAR 5000 answers calls with the special
holiday greeting.
• Fax Detection
If the EAR 5000 detects a fax tone (CNG) during the opening greeting, it
automatically transfers the call to the pre-defined fax extension.
• Directory Listing (Dial By Name)
The EAR 5000 can provide a list of mailbox owner names. The directory
listing enables calls to be transferred to all extensions configured within the
list. A caller can access the directory listing by following instructions during
the opening greeting.
In order to enable a directory listing call transfer, the mailbox owner must
record his name and a three-letter code. A caller can reach the proper
extension after dialing the respective code and verifying a correct extension
according to the mailbox owner’s name.
The system administrator enables two methods of directory listing: according
to the mailbox owners first or last name.
• Call Transfer
The system administrator can program the EAR 5000 to detect the Call
Progress tone and DTMF signals sent by the PBX and transfer the calls to
extensions in one of the following modes:
− Non-Supervised. The EAR 5000 transfers the call immediately without
verifying the status of an extension.
− Supervised. The EAR 5000 checks for a busy or answer signal before
transferring the call to an extension.

Introduction
1-6 Installation and Programming Manual
− Semi-Supervised. The EAR 5000 only checks for a busy signal before
transferring the call to an extension.
• Multilingual Option
The EAR 5000 can operate in three languages simultaneously. The system
administrator can configure each mailbox to operate in one of the three
selected languages. The caller can select the language in which the system
messages (prompts) are played.
• Answering on the First Ring
To avoid delays, the system administrator can set up the EAR 5000 on each
individual port to answer incoming calls on the first ring.
• Script Menus
The EAR 5000 supports up to 39 script menus. A script menu is a recorded
announcement that can accept a digit entry (0-9) during playback. Based on the
digit entered, the EAR 5000 can take one of the following actions:
− Transfer the call to another script menu
− Transfer the call to another script menu and change the language
− Transfer the call to an extension or hunt group
− Transfer the call to a mailbox or a mailbox group
− Dial a strings of DTMF
− Retrieve messages from a mailbox
− Disconnect the line
− Leave a message
− Play the directory listing
− Record a call
1.1.3 Voice Mail Features
The EAR 5000 enables a caller to leave a message, recorded in his own voice, in
any mailbox. The mailbox owner can access his/her mailbox at any time from any
touch-tone telephone and listen to his/her messages. Mailbox owners can also
modify their own mailbox parameters.

Introduction
Installation and Programming Manual 1-7
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•
Real/Virtual Mailboxes
The EAR 5000 supports 8 real and virtual mailboxes. A real mailbox has a
telephone extension, whereas a virtual mailbox does not.
• Personalized Mailboxes
Mailbox owners can personalize their mailboxes by recording a personal
greeting, assigning a personal password to the mailbox and setting optional
parameters.
• Personal Greeting
Mailbox owners can record or change personal greetings at any time from any
touch-tone telephone. Callers first hear the personal greeting of the extension
called and then they can leave a message.
• Day and Time Stamp
The system administrator can program the EAR 5000 to indicate the start of
each message and the day and time it was recorded.
• Message Deletion
Mailbox owners can manually delete messages or the system administrator can
program the EAR 5000 to automatically delete all messages after a specified
number of days.
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Message Forwarding
Mailbox owners can forward copies of messages to other mailboxes or
mailbox groups. Mailbox owners can also record an introduction to the
forwarded message.
• Message Reply
Mailbox owners can reply, directly, to a message and record a message in the
sender’s mailbox.
• Mailbox Groups
A caller can send a message to all the members of a mailbox group at one time.
All defined mailboxes belong to the “All Group” mailbox group. In addition,
the system administrator can create up to four mailbox groups, each containing
up to twenty mailboxes. Mailboxes can belong to more than one group and can
be added to or deleted from a mailbox group by the system administrator. Each
mailbox group can be assigned with a mailbox group greeting.

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1-8 Installation and Programming Manual
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Do Not Disturb Mode
Mailbox owners can set their mailboxes in the Regular Mode or Do Not
Disturb Mode. When a caller dials a Do Not Disturb extension using the
Automated Attendant menus, the EAR 5000 plays a special “Do Not Disturb”
menu and does not transfer the call to the extension.
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Individual Language Selection
The mailbox owner or caller can select one of the languages supported by the
EAR 5000. When the mailbox owner or caller enters the mailbox, the EAR
5000 automatically switches to the selected language.
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•
Adjustable Recording Length
The system administrator can select the length of all recorded messages in the
EAR 5000. The selected length will control the following types of messages:
scripts, greetings, names and incoming messages. Changing this parameter will
affect the operation EAR 5000.
• Automatic Gain Control (AGC)
When this feature is enabled, the EAR 5000 automatically adjusts the line
volume so incoming messages will be recorded at the same level.

Introduction
Installation and Programming Manual 1-9
1.2 About this Manual
This manual presents information needed to install, program and maintain the EAR
5000. It is divided into the following sections:
1. INTRODUCTION
Introduces the EAR 5000 and lists its features.
2. DESCRIPTION AND INSTALLATION
Provides a functional description of the EAR 5000 and installation
instructions.
3. DTMF PROGRAMMING
Describes how to program the EAR 5000 from any DTMF telephone.
4. PROGRAMMING BY COMPUTER
Describes the installation and basic operational concepts of the EAR Utility
Program (EUP).
5. USER OPERATING INSTRUCTIONS
Explains how to program and use a mailbox.
6. PROGRAMMING THE IN-BAND PROTOCOL
Describes how to program the EAR 5000 to detect the In-Band DTMF
protocol sent by the PBX.
7. TROUBLESHOOTING
Presents answers to commonly asked questions on operating the EAR 5000.
APPENDIX A
Summarizes the programming commands.
APPENDIX B
Contains the DTMF programming forms.
APPENDIX C
Lists the system messages.
APPENDIX D
Lists the system specifications.

Installation and Programming Manual 2-1
2. DESCRIPTION AND INSTALLATION
The EAR 5000 is a digital system consisting of a:
• Sophisticated DSP voice-processing device
• Flash memory for storing voice recording and parameter data
• Central Processing EAR 5000
• Two or four ports
• Real-time clock
The EAR 5000 provides two major services:
• Automated Attendant
Uses menus and sub-menus to transfer calls to specific departments,
extensions or mailboxes.
• Voice Mail
Receives and delivers messages. Each mailbox has its own number and
mailbox owners have passwords enabling them access to their mailboxes.
Messages can be saved, deleted or transferred to other mailboxes. Mailbox
owners can also send identical messages to groups of mailboxes or to all the
mailboxes in the system.
By configuring the following, the EAR 5000’s Automated Attendant and Voice
Mail System can be customized to suit the needs of the company:
• PBX parameters
• Automated Attendant script menus and customized “Busy”, “No Answer” and
“Do Not Disturb” menus in up to three different languages simultaneously.
• Voice Mail features include: mailboxes, mailbox groups and various types of
message notifications for each mailbox

Description and Installation
2-2 Installation and Programming Manual
2.1 The Basic System
The EAR 5000 comes with two lines and three hours recording time.
You can upgrade the EAR 5000 by:
• Adding a two line expansion card to the motherboard to provide four lines
Figure 2-1 Options for Upgrading the Basic System

Description and Installation
Installation and Programming Manual 2-3
2.2 Physical Description
The functional components of the EAR 5000 are located under the side panel
cover. The LEDs are on the left side of the front panel. The bottom panel has two
indented holes for wall mounting.
Figure 2-2 General View of the EAR 5000 after Removing the Cover
2.2.1 Side Panel
Figure 2-3 Side Panel
The numbered items in the following description correspond to the labels in
Figure 2-3.
1. Power Supply Connector Connects the EAR 5000 to the external power supply
2. RS-232 Connector Connects the EAR 5000 to the PBX or a PC
3. 2 RJ-11 Sockets Connects the EAR 5000 to 2 or 4 PBX extensions