Avaya Feature Pack 1 Maintenance Release User's Manual
Contents
1. The Master Client Address is found in CallPilot Manager under Call Center General Properties The Master Client Address is the address where the real time data stream for Call Center Reporting purposes is delivered You must enter either the host name or the IP address of the computer that is running the Call Center Reporting Master Client The Master Client Address appears only if you use Call Center Professional on a Business Communications Manager 2 5 system or if you have purchased and enabled the Call Center Reporting Software Authorization Code Contact your service representative if you are interested in the Call Center Reporting Software Authorization Code Page 22 Network name of the Master Client PC This note is added to step 14 You must enter the Network Name of the Master Client PC do not enter the IP Address of the Master Client PC You must enter the Network Name of the Master Client PC for the Multiple Client software to operate correctly Enter the Network Name of the Master Client without any backslashes For example if the Network name of the Master Client was MIS Master enter it as MISMaster Page 31 Starting Call Center Reporting This note is added to step 1 The first time Nortel Networks Call Center Reporting is started on the Master Client it will create Configuration Database which is required for the RDBServer to operate correctly Because of this ensure that the first time you start Nortel Networks Ca2. Page 84 Day of the week Added this paragraph Also note that the Day of the Week field indicates which day s stats you wish to have printed but the actual printout will occur on the following day For example if you select Monday the printout will occur on Tuesday This is to ensure that the selected day has completely elapsed and that the printed reports show the correct and complete totals for the selected day s Business Communications Manager product and documentation updates For the latest information about Business Communications Manager product and documentation updates access the Nortel Networks ITAS web site at the following URL http www nortelnetworks com support 1 800 4 NORTEL www nortelnetworks com P0992346 Issue 02 Printed in Canada
3. Prefix General settings Access Codes and valid Park timeout settings General settings Feature settings If the Call Park Prefix is set to None the park feature is turned off In this case calls cannot be parked on SWCA keys The Park timeout timer is used to determine how long a call can remain unanswered on aSWCA key before the key is released and the call is returned to the original answering telephone rer Q O O C O A t m C 4 O QO A 72 Q 7e aa Enabling the RIP Subnet summary 1 Start a Unified Manager session 2 Click the Services key and then click the IP Routing key 3 Click the heading of the network interface you want to modify LAN1 LAN2 WANI or WAN2 4 Click the Configuration menu and then click Enable Rip Subnet Summ The message Please wait setting data appears in the message bar at the bottom of the Unified Manager Window After the Rip Subnet Summary is successfully enabled the message Ready appears in the message bar Disabling the RIP Subnet summary 1 Start a Unified Manager session 2 Click the Services key and then click the IP Routing key 3 Click the heading of the network interface you want to modify LAN1 LAN2 WANI or WAN2 4 Click the Configuration menu and then click Disable Rip Subnet Summ The message Please wait setting data appears in the message bar at the bottom of the Unified Manager Window After the Rip Subnet Summa
4. address gt This is the IP address of the Meridian ITG system Aliases Add Name The name of the ITG that will be displayed Name Phone Number The number assigned to the ITG Radvision Phone Number uses this number to identify calls to be routed to this ITG Allowed Services Allowed Ensure the ITG service is on the list and is Allowed Disallowed 8 Close the application i2050 Software Phone The 12050 Software Phone supports icons and LED indication for ringing active and on hold calls The i2050 Software Phone does not support icons and LED indications for other features and states for example Call Forward Call Center agent states Feature 987 CallPilot Manager Set Up and Operation Guide The online Help for CallPilot Manager is best viewed in Internet Explorer There can be some page format inconsistencies if you use other browsers Page 27 Alternate extensions The information about alternate extensions should be You can assign up to two alternate extensions to each Subscriber Mailbox If a caller dials the main extension the extension that has alternate extensions assigned the call rings at the main extension only Note The exception to this is when alternate extensions are assigned an Answer DN for the main extension If you assign an Answer DNs calls ring at all the extensions Answer DNs are assigned to extensions in system programming For more information refer to your system documentation Assign a
5. Business Communications Manager 2 5 Feature Pack 1 Maintenance Release NO RTEL Documentation Update NETWORKS Welcome to Business Communications Manager 2 5 Feature Pack 1 the unified communications solution that gives you an edge on your competition The Business Communications Manager 2 5 documentation is on the Business Communications Manager 2 5 Documentation CD ROM This CD ROM is in your Business Communications Manager 2 5 kit To view the documentation 1 Insert the Business Communications Manager 2 5 Documentation CD ROM into the CD ROM drive of your computer 2 Double click the My Computer icon 3 Double click the CD ROM icon 4 Double click Start pdf This document provides last minute changes to the Business Communications Manager 2 5 documentation Business Communications Manager 2 5 Programming Operations Guide Page 161 Defining line pool access for remote packages The note in this section is incorrect You can use VoIP line pools for remote packages However you cannot use VoIP line pools for Remote Paging Centralized voice messaging MWI Note When you attach a third party voice mail system to the Meridian that you are using for centralized voice mail for your network ensure that the voice mail system supports Meridian standard MIK MCK messaging Refer to your Meridian documentation for standards and configuration details System Wide Access Keys SWCA This feature requires a valid Call Park
6. R8 128 0 0 0 128 0 0 0 Page 540 System Name After you change the System Name restart the Business Communications Manager system If you change the System Name and do not restart the Business Communications Manager system Scheduled tasks will not run Note The System Name is the Netbios name of Business Communications Manager Business Communications Manager 2 5 Installation and Maintenance Guide Mirrored disk RAID hard disk jumper settings The Business Communications Manager Mirrored disk RAID system uses a Master Master configuration Hard disk drives purchased from Nortel Networks come with the correct jumper settings Business Communications Manager 2 5 IP Telephony Configuration Guide Page 26 VLAN port number In Table 3 replace item 3 c with the following 3 c Does the switch use VLANs If so get the 802 1Q VLAN ID Page 30 VLAN port number In Table 7 replace item 7 c with the following 7 c If DHCP is not being used or if you want to enter the port manually has the 802 1Q VLAN ID been supplied if one is being used on the switch Page 37 VLAN For the VLAN field you must select 0 no VLAN or 1 Manual VLAN Option 2 Automatic is not available Page 60 Configuring codecs The following note should be added to Step 5 Note Ifyou choose the None option there is no preferred codec for this level This means that any codec that is supported by Business Communications Manager can be used Page 94 MCDN
7. Unified Messaging This is the amount of space required for the Unified Messaging application However to install Unified Messaging you require additional free disk space If you choose the option Run this program from its current location when you install Unified Messaging you need an additional 230 Mbytes of disk space to install for a total of 245 Mbytes After the installation is complete the temporary files are automatically deleted to recover the 230 Mbytes of disk space If you choose the option Save this program to disk when you install Unified Messaging you need an additional 90 Mbytes of disk space to install for a total of 105 Mbytes The installation files are not deleted by the installation wizard when you install using this option To recover the additional 90 Mbytes of disk space delete the installation files you down loaded from the Business Communications Manager system Call Center Set Up and Operation Guide Page 108 Setting up Routing Tables The following information replaces the Note on this page Note Overflow rules apply only after Routing Table steps are completed If the overflow timer expires during a call routing step the call will be routed after the current routing step is complete For example if you want callers to overflow to another skillset after 40 seconds you could set up a Routing Table to 1 Play a greeting for 10 or more seconds You have reached the service line of Bridgestone Com
8. dropped calls 5 In the left frame click the Advanced button Ensure the following fields are set Table 3 Radvision Advanced screen required settings Field Value Description Check that the endpoint is check box Leave box checked online every __ This setting controls the intervals when Radvision checks if the Business Communications Manager is still on line Enable TTL check box Box must be checked This is the only mechanism currently supported that allows the gatekeeper to determine if the end point the Business Communications Manager is active Force Direct for Service Calls check box Check this box if you selected the Routing Mode Direct on the Calls screen Gatekeeper support for Business Communications Manager and Meridian ITG interoperability 6 Create a service configuration for ITG a Select the Services tab Click on the Add button c In the Prefix field enter the unique telephone number that identifies the Meridian ITG system in the Business Communications Manager dialing plan 7 Define the ITG as a predefined endpoint a Select the Endpoints tab b Click the Add predefined button The Predefined Endpoint Properties dialog displays c Ensure the following fields are set Table 4 Radvision Predefined Endpoints Properties settings Field Value Description Endpoint Type Gateway Force Online Status check box selected Registration IP lt ip
9. es to all types of mailboxes e Guest and Subscriber mailboxes e Information mailboxes e Fax Overflow and Fax On Demand mailboxes e Network Site and Network AMIS mailboxes CallPilot Desktop Messaging Quick Reference Guide The Web Messaging feature described in this guide is not available on Business Communications Manager CallPilot Message Networking Set Up and Operation Guide Page 54 Creating a Network AMIS mailbox The statement e Use the Changing Network Delivery Mailbox Parameters on page 57 to record the details of the Network AMIS mailboxes you create should be e Use the Network AMIS mailbox table on page 69 to record the details of the Network AMIS mailboxes you create CallPilot Message Networking User Guide Page 13 To reply to a network message Norstar Voice Mail Step 4 should be 4 Press MG If you are replying to a message with more than one recipient go to step 5 If you are replying to a message with one recipient go to step 6 Step 8 should be 8 Press OK to accept your recording If you are replying to a digital message go to step 9 If you are replying to an AMIS message go to step 10 The Private message option Throughout the guide the Private message option for the CallPilot interface is available for digital messages only CallPilot Unified Messaging Installation and Maintenance Guide Page 7 Required disk space The document states that you need 15 Mbytes of free disk space for
10. eway 1 In Unified Manager open Services IP Telephony H 323 Trunks and click on Remote Gateway The remote gateway tab appears The Remote Gateway screen shows all gateway records that have been added to the system 2 Select the gateway record you want to change 3 On the top menu click Configuration and select Modify entry The Remote Gateway window appears 4 Use the information in the table below to choose the appropriate Gateway Type and Gateway protocol Table 1 Remote gateway record Field Value Description Gateway Type BCM2 5 Choose the type of system that is accessed through the remote gateway BCM 2 0 BCM2 5 Business Communications Managers running 2 5 or newer ITG software BCM 2 0 Business Communications Managers running 2 0 software or Enterprise Edge systems running 2 0 x software ITG Meridian 1 Internet Telephony Gateway Gateway Protocol None Select the gateway protocol that the trunk expects to use SL 1 None No special features SL 1 MCDN protocol for gateways that provide MCDN over VolP service Note You require a keycode for SL 1 protocol 5 Click Save 6 Repeat for all your Remote Gateway records Using Radvision ECS 2 1 0 1 as the gatekeeper for VoIP trunks When you use Radvision ECS 2 1 0 1 as the gatekeeper with the Business Communications Manager VoIP trunks specifically with the FP1 Maintenance Release use the configurations described in this section For detailed
11. f the Wallboard is an ipView SoftBoard running on a PC that uses DHCP to obtain its IP Address then the IP Address of the PC could be subject to change DHCP enabled PCs usually receive the same IP Address each time they re boot However if the PC has been turned off for a period in excess of the IP Address lease time for your network and the IP Address has been allocated to another PC then it will receive a new IP Address If the IP Address of a physical Wallboard or an ipView SoftBoard software wallboard changes the MIS Config must be updated to reflect the new IP Address of the Wallboard device Page 49 Wallboard Alarms This note is added to Wallboard Alarms If the Alarm condition is still true following an alarm from Norstar Call Center Reporting being sent to the wallboards a new alarm is sent If you have configured the alarm to send a scrolling message then you will not be able to see the actual parameter values on the wallboard as these are cleared before the message is scrolled Repeated alarm messages will obscure the parameter values for the duration of their scrolling If this is happening on your site and you do not wish it happen then you can configure static alarms These are blinking alarms without messages Remember if the alarm sends a wallboard message once the configured alarm threshold has been met the wallboard will not display stats until the alarm condition is no longer met and the alarm message disappears 14
12. information about Radvision and how to open and use the application refer to the documentation for the application Business Communications Manager requirements On the Business Communications Manager Local Gateway IP interface screen e Call Signaling e Gatekeeper IP e Alias Names These fields are mandatory These fields are optional e Registration TTL e Gateway Protocol Note Refer to the IP Telephony Guide for details about using the Local Gateway IP interface screen Configuring the Radvision application as a Business Communications Manager gatekeeper To ensure compatibility with the Business Communications Manager FP1 Maintenance Release software the following configurations must be set on the Radvision ECS 2 1 0 1 gatekeeper application which can be obtained through http www radvision com 1 Open the Radvision application 2 On the viaIP Administrator screen select the Settings tab then click on the Basics button 3 Beside the Who can register field choose Everyone 4 In the left frame click the Calls button Ensure the following fields are set Table 2 Radvision Calls screen required settings Setup Q 931 not supported Call Control H 245 Field Value Description Accept calls check box Box must be checked Routing Mode Direct Set to Direct Check that call is active every check box Leave box UNCHECKED Enabling this feature will result in
13. lders are e C Program Files Nortel Networks Multimedia Call Center html e C Program Files Nortel Networks Multimedia Call Center html adm Page 26 Multimedia Call Center CGI parameters The statement e For example group skillset01 should be e For example group skset01 Page 28 Using a URL encoded hypertext link interface The line of code e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd call amp skillset 1 gt should be lt A HREF hitp voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd call amp group skset0 1 TARGET _top gt Page 28 Using voice button with HTML frames The line of code e lt INPUT TYPE hidden NAME skillset VALUE 1 gt should be e lt INPUT TYPE hidden NAME group VALUE skset01 gt Page 29 Communicating with Multimedia Call Center agent software The line of code e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd call amp skillset 1 amp monitor on gt should be e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd call amp group skset0 1 amp monitor on TARGET _top gt Page 29 Placing a browser only call to an agent The line of code e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cemd chat amp skset 1 gt should be e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd chat amp group skset01 TARGET _top gt Page 30 Call preferences the setup com
14. ll Center Reporting on the Master Client you start it by double clicking on the Call Center Reporting icon on the desktop of the Master Client PC Page 43 Configuring Wallboards This paragraph is added to the introduction You may assign multiple Wallboards to display information relating to any of the Skillsets or totals for the whole Call Center system Nortel Networks Call Center Reporting will directly address a maximum of 16 Wallboards However if any of the Wallboards are the ipView Software Wallboard these can be configured to re transmit their received data called echoing to other Wallboards which can be a mixture of ipView Software Wallboards or hardware Wallboards Similarly any of these other ipView Software Wallboards may be configured to echo to other Wallboards In this way any number of IP Wallboards may be driven from a single Nortel Networks Call Center Reporting application Page 44 IP Address This text added to IP Address The Wallboard will have been assigned an IP Address when it was installed Enter the IP Address for the Wallboard into this field The IP Address of each Wallboard must be unique You must specify the IP address of the Wallboard not the network machine name Note that the MIS expects the IP Address of the Wallboard to remain constant If it is altered then the MIS Wallboard configuration should be amended to match This will not happen without manual intervention on a physical Wallboard However i
15. lternate extensions to subscribers who need to have two or three extensions on the same system For example an engineer may have a lab phone and a desk phone When you set up the mailbox assign the lab phone as the alternate extension When the engineer is in the lab they see Message Waiting Indication when they receive a message on their primary extension and they can log on and hear the message in their mailbox Only extensions that do not have a mailbox assigned can be used as an alternate extension There are no default alternate extensions programmed for Subscriber mailboxes Alternate extensions receive the same Message Waiting Indication and Caller Display information as the primary extension Mailbox owners who use the Norstar Voice Mail interface can use the Open Mailbox feature Ce R 6 f1_ from alternate extensions Subscribers can use the Interrupt feature C J 9 8 7 from the alternate extension the same way as on the primary extension Page 141 Alternate extensions The definition for alternate extensions should be An alternate extension gives a subscriber Message Waiting Indication on up to two other telephones that they can access their mailbox from Alternate extensions are available only on Subscriber mailboxes About adding mailboxes When you add a mailbox do not create a name for the mailbox that starts with the number 1 for example 1 Smith 1Fax Information or 1Calgary This appli
16. mand In the first example the line of code e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd setup gt should be e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd setup TARGET _top gt Page 30 Call preferences the setup command In the second example the line of code e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd call amp skillset 1 amp do_setup on gt should be e lt A HREF http voicebutton lt domain gt 6800 ivb cgi bin vb exe cmd call amp group skset0 1 amp do_setup on TARGET _top gt Nortel Networks ipView Software Wallboard Set Up and Operation Guide Page 7 Short view This note is added to Short view Note that each time you start ipView the parameter values will be blank until ipView has received some data from Nortel Networks Call Center Reporting or another ipView SoftBoard which is echoing to yours For a description of echoing see page 23 12 Page 24 Data Echoing IP Address List This text is added to Data Echoing IP Address List Note that ipView expects the IP Addresses in the Data Echoing IP Address List to remain constant If they are altered then the Data Echoing IP Address List should be amended to match This will not happen without manual intervention on a physical Wallboard However if the Wallboard being echoed to is an ip View Software wallboard running on a PC that uses DHCP to obtain its IP Address then the IP Addre
17. over VoIP M1 ITG configuration updates Make sure the Meridian 1 ITG meets the following requirements e ITG 2 8 24 or 2 24 24 e Rls 25 30 or higher e S W Packages 57 58 59 145 147 148 160 A maintenance release for ITG 2 X 26 will introduce Media Card support for Meridian 1 to Business Communications Manager Page 110 Adjust the jitter buffer size The following note should be added Note Business Communications Manager does not support Fax over IP calls Page 128 Decision does the intranet meet IP telephony QoS needs The following note should be added Note Business Communications Manager does not support Fax over IP calls Page 134 Nortel NetVision Phone Administrator NVPA The NVPA application is not available on Business Communications Manager To download NVPA go to the Symbol web site http www symbol com services downloads nvfirmware2 html Remote gateway Gateway Type and Protocol changes If you set up IP trunks on your Business Communications Manager 2 5 system you will need to adjust the Remote Gateway records when you upgrade to Feature Pack 1 and newer versions You must now select a Gateway Type and a Gateway Protocol These fields determine what type of system the gateway connects to and what protocol you are using to make that connection Note The following information is contained in the Business Communications Manager 2 5 Feature Pack 1 IP Telephony Configuration Guide To update the Remote Gat
18. puters Please hold and a representative will be with you shortly Distribute hold the call for 20 seconds 3 Play a second greeting of 10 or more seconds Your call is very important to us so please stay on 4 the line Goto step 2 In this example the call will overflow to the other skillsets you have selected after step 3 However if you set the Distribute For time in step 2 to 40 seconds the call overflows after step 2 and does not go to step 3 The actual time that the caller is waiting is 50 seconds not 40 seconds because the overflow rules apply after the routing table step step 2 in this example is complete 10 Multimedia Call Center Guides Throughout the Multimedia Call Center Set Up and Operation Guide and the Multimedia Call Center Web Developer Guide each occurrence of Voice Button is now Multimedia Call Center Multimedia Call Center Set Up and Operation Guide Note The changes appear in bold text Page 39 Multimedia Call Center message templates The folder names listed in the document are incorrect The name of the message template folders are e C Program Files Nortel Networks Multimedia Call Center html e C Program Files Nortel Networks Multimedia Call Center html adm Multimedia Call Center Web Developer Guide Note The changes appear in bold text Page 7 Multimedia Call Center message templates The folder names listed in the document are incorrect The name of the message template fo
19. ry is successfully disabled the message Ready appears in the message bar Page 450 Web Cache The following sentence is incorrect e You can also configure the web caching settings on your computer through your web browser This sentence should be e To use the Web Cache on the Business Communications Manager you must configure the client computer to use an Internet Proxy at port 6800 where the internet proxy is the Business Communications Manager Page 468 NAT Network Address Translation The following sentence is incorrect e On all of the interfaces expected to carry PPTP tunnel traffic add rules to allow PPTP traffic bidirectional traffic on TCP port 1723 and IP sub protocol 47 to and from Business Communications Manager The requirements above do not apply to using NAT with PPTP tunnels Page 469 Filters Change the first bullet in this section to the following sentence e Allow PPTP protocol under the Protocol field for traffic to and from Business Communications Manager Page 484 Adding Remote Accessible Networks to the IPSec tunnel If you want to send all traffic from the Local Accessible Networks through the IPSec tunnel add the following eight Remote Accessible Networks to the tunnel Network Number IP Address IP Mask R 1 0 0 0 255 0 0 0 R2 2 0 0 0 254 0 0 0 R3 4 0 0 0 252 0 0 0 R4 8 0 0 0 248 0 0 0 R5 16 0 0 0 240 0 0 0 R6 32 0 0 0 224 0 0 0 R7 64 0 0 0 192 0 0 0
20. ss of the PC could be subject to change DHCP enabled PCs usually receive the same IP Address each time they re boot However if the PC has been turned off for a period in excess of the IP Address lease time for your network and the IP Address has been allocated to another PC then it will receive a new IP Address If the IP Address of a physical Wallboard or an ipView Software Wallboard changes the Data Echoing IP Address List must be updated to reflect the new IP Address of the Wallboard device Nortel Networks Call Center Reporting Set Up and Operation Guide Page 8 Multiple installations This note is added about multiple Business Communications Manager 2 5 CallPilot installations Do not install both sets of client software on a single PC One PC on your network should be nominated as the Master Client PC Any other PC which will run the client software must be running the multiple client software No PC may be used to run both sets of software If you have multiple Business Communications Manager or CallPilot installations at your premises connected to a single network then you must have more than one Master Client but each Master Client must be driven by a single Business Communications Manager or CallPilot Page 15 Installation Prerequisites Step 4 is added to the Installation Prerequisites 4 The Master Client Address has been set in the Call Center Platform and the Call Center Reporting Software Authorization Code has been entered
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