Matrix AutoAttendant User guide

AUTOATTENDANT
System Manual
Magyarországon a Matrix Telecom Ltd. képviselete,
Matrix termékek importőre, kizárólagos forgalmazója:
1095 Budapest, Mester u. 34.
Telefon: *218-5542, 215-9771, 215-7550, 216-7017, 216-7018
Fax: [phone] Mobil: 30 940-1970, 20 949-2688
E-mail: [email protected] Web: www.delton.hu
Magyarországon a Matrix Telecom Ltd. képviselete,
Matrix termékek importőre, kizárólagos forgalmazója:
1095 Budapest, Mester u. 34.
Telefon: *218-5542, 215-9771, 215-7550, 216-7017, 216-7018
Fax: [phone] Mobil: 30 940-1970, 20 949-2688
E-mail: [email protected] 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 purchaser 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
Section 1: Introduction .................................................................................................................................5
Welcome ............................................................................................................................................................................ 7
Packing List ........................................................................................................................................................................ 8
Warranty Statement............................................................................................................................................................ 9
Introducing the System..................................................................................................................................................... 11
Configuring the System .................................................................................................................................................... 13
Protecting the System ...................................................................................................................................................... 14
Installing the System ........................................................................................................................................................ 15
Getting Started ................................................................................................................................................................. 17
Section 2: Features and Facilities ..............................................................................................................19
Call Transfer Types........................................................................................................................................................... 21
Communication Port ......................................................................................................................................................... 30
Configuration Reports ...................................................................................................................................................... 32
Default Configuration........................................................................................................................................................ 33
Dial by Extension Number................................................................................................................................................ 34
Dial by Name.................................................................................................................................................................... 36
Extension Parameters ...................................................................................................................................................... 39
Extension Status............................................................................................................................................................... 43
Fax Homing ...................................................................................................................................................................... 46
Graph and Nodes ............................................................................................................................................................. 48
Greetings.......................................................................................................................................................................... 63
Initial Node ....................................................................................................................................................................... 64
Interfacing the AutoAttendant with a PBX ........................................................................................................................ 66
Operation of AutoAttendant .............................................................................................................................................. 73
Operator ........................................................................................................................................................................... 74
Port Parameters ............................................................................................................................................................... 75
Programming the System ................................................................................................................................................. 76
Prompts and Responses .................................................................................................................................................. 79
Recording Prompts and Responses................................................................................................................................. 81
Restart the AutoAttendant ................................................................................................................................................ 83
System Parameters .......................................................................................................................................................... 84
System Security (Passwords) .......................................................................................................................................... 88
System Timers.................................................................................................................................................................. 89
Time Table........................................................................................................................................................................ 91
User Password ................................................................................................................................................................. 94
Section 3: Appendices ................................................................................................................................95
Appendix A: Technical Specifications ............................................................................................................................... 97
Appendix B : Troubleshooting .......................................................................................................................................... 98
Appendix C : Programming Commands ........................................................................................................................... 99
Glossary ........................................................................................................................................................................ 101
Index .............................................................................................................................................................................. 102
Notes ............................................................................................................................................................................. 105
Programming Register................................................................................................................................................. 107

Section 1: Introduction

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AutoAttendant V2 System Manual
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.
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
• Section 2 (in the given below hierarchy)
•Interfacing the AutoAttendant with a PBX 66
•Operation of AutoAttendant 73
•Programming the System 76
•Extension Parameters 39
•Dial by Extension Number 34
•Dial by Name 36
•Greetings 63
•Initial Node 64
•Graph and Nodes 48
•Extension Status 43
•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.

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8AutoAttendant V2 System Manual
Packing List
The ideal sales package for AutoAttendant is as mentioned below:
Sr. No. Accessories Qty.
1 EPABX AutoAttendant 1
2 AutoAttendant System Manual 1
3 Fuse 2.5 A 1
4 Fuse 3.15 A 1
5 Battery Cable 1
6ScrewGrip 2
7 Screw M 7/30 2
8 Warranty Card Set 1
9 Support Card 1
10 Telephone Message Pad 1
11 Mounting Template 1
12 AutoAttendant CD (System
Manual and Voice Messa
g
es 1
• Please make sure that these components are present.
• In case of short supply or damage detection, contact the source from where you have purchased the system.
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AutoAttendant V2 System Manual
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
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:
• Primary protection on all the ports provided
• Mains supply is within limit and protected
• Environment conditions are maintained as per the product specifications
Warranty Card:
• When the product is installed, please return the warranty card with:
• Date, signature and stamp of the customer
• Date, signature and stamp of the channel partner
• 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.
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.

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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 of its 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 warranty 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.

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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:
• Programmable greetings for incoming calls.
• Different greetings depending on time of the day.
• Flexible graph to create departments of extensions.

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• Single digit access to many extensions.
• Six transfer types: None, Blind, Wait for ring, Wait for answer without name, Wait for answer with name and
Screen.
• Call Screening.
• Record prompts and responses from external source.
• Fax Homing.
• Call Transfer on answering machine during non-working hours and holiday.
• Do Not Disturb.
• Dial by Name.
Special Features
• Eight Information nodes with programmable message length - Play advertisement/product information
• Menu node- Play information/transfer particular department.
• Programming through 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:
• Stand-alone system, single-box solution.
• Wall-mountable.
• Reliable. No moving parts.
• Long retention of messages and configuration-10 years.
• Low power consumption, easy to install and use.
• Can be interfaced with any PBX.
• 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.
• DID feature in PBX not required to interface the AutoAttendant to a PBX.
Benefits to the caller:
• Answer your telephone calls on the first ring.
• Reduces the load on your receptionist/operator.
• Gives undiluted attention (and importance) to every call.
• Gives your caller the directory services of the persons, departments and the extensions.
• The familiar caller can skip the prompts and dial the digits.
• Gives the caller a host of services from just one call.
Benefits to the System Engineer:
• Needs no specialized training.
• Gives the System Engineer an easy interface to configure and install the system.
• Optimizes the resources and ensures 24 hours up time of the system and non-stop function.
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AutoAttendant V2 System Manual
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
more details.
Relevant Topic:
1. Interfacing the AutoAttendant with a PBX 66
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Protecting the System
The AutoAttendant does not work in isolation with the environment.
• Power is fed to the system for functioning of the system.
• 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.
• 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 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
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Installing the System
Important Safety Instructions
• Never do telephone wiring during a lightening storm.
• Avoid using telephone other than a cordless type during an electric storm. There may be a remote risk of
electric shock from lightening.
• Do not use the telephone, to report gas leaks if it is near to gas leak.
• Do not touch non-insulated telephone wires or terminals before disconnecting at the network interface.
• Do not install this product near water, for example near a bathtub, washing bowl, kitchen sink, laundry tub,
swimming pool etc.
• Slots on enclosure are for proper ventilation. They will protect system from over-heating. Never cover slots.
• Never place this product on heated place or any other equipment.
• Never push objects of any kind inside this product. This may short-circuit various parts.
• 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).
• Unplug this product from electric supply in following cases and contact authorized service personnel.
• Liquid spills on to the product.
• Product exposed to rain or water.
• Product does not operate normally by following operating instructions.
• Product exhibits unusual change in performance.
• 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 cover such damages.
• 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.
• 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
• The system should generally be installed close to the PBX. This reduces the cabling cost.
• 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.
• 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
• 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.
•If the supply is not stable, use of a good CVT is recommended.
• Proper earth is vital for safety of the personnel and the system.
Installing The System
• 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.
• Don’t power the system.
• 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.
• Check the voltage at the power point from where the supply is to be accessed. It should be as specified. It is

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desirable to use a good quality power-conditioning device such as a CVT.
• Tag each wire pair with respective extension of the PBX.
• Connect the extensions of the PBX to the ports of the AutoAttendant.
• Connect power cord of the system to the power supply. Ensure proper contacts.
• Please refer the topic “Interfacing the AutoAttendant with a PBX”.
AutoAttendant Mechanical Drawing:
260.00 mm(10.236 Inch)
280.00 mm(11.024 Inch)
75.00 mm
(2.953 Inch)
75.00 mm
(2.953 Inch)
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Getting Started
After strictly following the safety instructions and installing the AutoAttendant the system is ready to be switched
ON.
• Switch ON the system. The system takes about 1 to 2 seconds to reset.
• Observe the (reset cycle) on the front panel of the system. In all there are 6 LED’s on the front panel of the
system.
LED Indication
P1-P4 The status of 4 ports of the AutoAttendant
ON The status of power supply
TZ 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.
• Then the system goes to normal condition.
• 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
P1-P4 The LED (red) glows continuously ON if the relevant ports are active
ON The LED (green) glows continuously ON when the system is working
TZ
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 continuousl
y
OFF if s
y
stem is in Holida
y
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
preferable order to be followed is:
1. System Parameters
2. Time Table
3. Greetings
4. Initial Node
5. Extension Parameters
6. Operator
7. Graph and Nodes
8. Recording Prompts and Responses
9. System Security
Using the AutoAttendant More Effectively
When you call the AutoAttendant:
• 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.

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• Listen to the prompts properly and then dial the instructed code.
• 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.
• The regular user/caller can skip the greetings or the prompts by dialing relevant digit.
When you exit the AutoAttendant:
• It is always advisable for the caller to exit the AutoAttendant by dialing instructed codes.
• 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
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Section 2: Features and Facilities