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Avaya BCM50 System Overview

1. F983 Class Of Service Administration Expands set based administration to include programming of Class of Service prevention of trivial mailbox passwords This prevents trivial passwords for example 1111 or 1234 when enabled up to five alternative DNs for each mailbox with Message Waiting Indicator on six telephones Previously up to two alternative DNs for each mailbox or MWI on three telephones was supported Mailbox assignable feature restrictions The administrator can limit features for selected mailboxes in the system This feature is especially applicable to retail and hospitality industries Unified Messaging R2 5 support of Citrix Unified messaging 2 5 is now supported in a Citrix environment ability to receive VPIM broadcast messages from M1 CallPilot The system can rebroadcast a network message from M1 without additional programming additional voice mail prompt languages including Polish Irish English Finnish Korean and Turkish NN40020 200 System Overview Chapter 2 51 Intelligent Contact Center Intelligent Contact Center ICC is an evolution of the existing Call Center capability on BCM ICC has the same functionality as the current Professional Call Center with the ability to choose exactly the number of agents and skillsets that a customer or customer site requires BCM50 3 0 introduces two new features Intelligent Contact Center API s on page 24 and Silent Record
2. BCM50 is available with an optional integrated ADSL or Ethernet router These units suit the needs of small businesses and small enterprise branch offices that require external data networking such as Internet access or VPN based networking to other offices Two variations of the BCM50 have an integrated router depending on the WAN interface you require the BCM50e Ethernet WAN and BCM50a ADSL WAN Both routers have the following data features secure Internet access multisite VoIP trunking using secure VPN tunnels wide area VoIP applications with remote user support remote IP management and support using VPN clients Common features and capabilities BCM50a and BCMS0e share the same functionality which focuses on secure Internet access and VoIP System Overview 14 Chapter 2 System Overview BCM50e and BCM50a have three additional Ethernet LAN ports for a total of six LAN ports for local premises use All Ethernet ports are 10 100 Mb s automatic sensing and support automatic polarity Therefore you require no crossover cable to connect data hardware to the unit An additional port is provided for WAN access for either Ethernet or ADSL The following features make BCM50a and BCM50e attractive for small sites that want to become Internet capable and multisite enterprises with many small sites Until now these sites could not be part of the corporate WAN because of the high cost of traditional WAN connectivity and manag
3. System Overview BCM50 3 0 Business Communications Manager Document Status Standard Document Number NN40020 200 Document Version 02 02 Date May 2008 NORTEL Copyright 2005 2008 Nortel Networks All Rights Reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Contents 3 Contents Chapter 1 Getting started 1 isccicvicscdscvcau ces siecteesieseveavacs 5 aea a OUI Cu sane 1585 EA a4 dr SOE Mod oes AOGPIPEA ae eee A eh eee 5 P r MM P TU E E EERE E 5 rng P TPUTT 5 Roid publici ess caxaxaderbrenbreiubeud d xv RA SURE RAUM A RUE AO RNCEUE beds 7 Chapter 2 System Overview 000s eee e eee eee eee eee eens 9 BOMSO Beide do ok chy ad Se Bega cd wb Bee DIG oat Ae SA doses RU eho dc Pla ie Seeded 9 ze HEU PEERS 10 Additional BONO hardware 1 isss
4. System Overview Chapter 2 31 BCM50 existing features Applications Intelligent Contact Center Reporting for Contact Center P MOH e MCDN TAT e MMCC e Hospitality Platform e BRI Versions BCM50b BCM50ba BCM50be e BCM50 Upgrade CD e SRG50 Support 8x16 MBM e ADID MBM North America only BRI version BCM50 integrates two port BRI S T trunks for EMEA and Asia Pacific APAC markets for customers who need digital trunking The analog trunk versions are still available separately for customers who require them R2MFC MBM support BCM50 supports the R2MFC MBM in selected Caribbean and Latin America CALA and APAC countries See the country matrix in Global markets on page 37 EU compliant routers M222 and M252 firmware BCM50 routers deliver Removal of Hazardous Substances RoHS compliancy for network infrastructure or 5 6 compliancy This requires new hardware for both the Ethernet router and the ADSL router The new hardware is based on a common architecture for both routers and is also common to Contivity EU releases These new features apply to the M222 252 routers only A software upgrade is available for installed M221 251 The following features align to Contivity 2 5 with the addition of VPN client termination support e VPN Client Termination new e Port Restricted Cone NAT e SIP firewall ALG e Nailed Up tunnels SSH SSL and Secure FTP e New hardware support for ADS
5. CDR also provides an interface to third party applications for call accounting and billing For more information see the Call Detail Recording System Administration Guide Personal call manager Personal Call Manager is a TAPI based application that provides an easy to use interface between your computer and your telephone You use the telephone to speak with a caller You can customize your Address Book and your calls Basic functions that Personal Call Manager performs include making and answering calls placing calls on hold transferring calls and making conference calls For more information see the Personal Call Manager User Guide NN40020 200 System Overview Chapter 2 53 BCM compatibility matrix The following table indicates the compatibility of components and features through the BCM product line For a BCM50 system deployed in a hybrid configuration see recommendations for BCM50 hybrid configuration on page 57 Component BCM BCM BCM50 BCM50e BCM50a BCM BCM50b BCM50a ba BCM50e or feature 3 6 3 7 1 0 1 0 1 0 4 0 2 0and 2 0 and 3 0 be 2 0 and 3 0 3 0 Operating system Windows Yes Yes No No No No No No No NT 4 Embedded Nortel No No Yes Yes Yes Yes Yes Yes Yes Carrier Grade Linux Hardware Digital Yes Yes Yes Yes Yes Yes Yes Yes Yes Terminals T7000 Yes Yes Yes Yes Yes Yes Yes Yes Yes T7100 and Yes Yes Yes
6. Small System Rackmount Shelf You can install this optional shelf in a standard 19 inch rack and mount the BCM50 and expansion unit on it The details on the shelf firmly lock the BCMBO in place The bracket also provides space to store power supplies for the BCM50 An optional patch panel is available to provide RJ 45 connections for the main unit trunk and station interfaces System Overview 20 Chapter 2 System Overview BCM50 features BCM50 features are summarized in two sections New features and Existing features on page 29 New features The following list indicates the new features introduced with BCM50 3 0 e Software upgrade on page 20 e SIP trunk enhancements on page 21 e IP phone 1200 on page 22 e IP phone 1110 on page 22 e Meet Me Conferencing on page 22 e Silent Record a call on page 23 e Intelligent Contact Center on page 24 e Activity Reporter on page 25 e Operability enhancements on page 26 e Security enhancements on page 26 e Microsoft Vista operating system on page 27 Software upgrade The upgrade impacts all on box software of a field installed BCM50 1 0 or BCM50 2 0 system to BCM50 3 0 software while preserving customer programmed data New software introduced as part of the BCM50 3 0 program is installed as part of the upgrade An upgraded BCM50 3 0 system is functionally equivalent to a factory BCM50 3 0 system The t
7. 0 and is delivered to new customers on a new CD For more information see Network Configuration Manager on page 45 Global Analog Trunk Interface localization Global Analog Trunk Interface GATI supports EMEA China and APAC countries where the MBM is currently sold See the country matrix in Global markets on page 37 Some profiles require new Disconnect Supervision DS or Caller ID CLID support as described in Table 1 Country matrix page 38 Analog Direct Inward Dial Media Bay Module BCM50 adds Analog Direct Inward Dial ADID Media Bay Modules MBM ADID4 and ADID8 for North America Taiwan and Hong Kong markets This MBM is backward compatible to BCM 4 0 NN40020 200 System Overview Chapter 2 33 8x16 Media Bay Module BCM50 has an 8x16 Combo MBM to deliver GATM8 plus DSM16 capability in one MBM It requires only one expansion chassis and is available in all markets where the GATM8 or DSM16 is sold This MBM is backward compatible to BCM4 0 Next generation IP phones BCM50 supports Next Generation IP phones from BCM4 0 PVQM Desktop Assistant and Business Element Manager button programming includes support for both existing sets and new sets SIP and H 323 interoperability BCM50 and SRG50 match BCM 4 0 SIP and H 323 interoperability For SIP support see Session Initiated Protocol on page 35 SIP interoperability includes the following products e CS1000 4 5 and 5 0 e MCS5100 3 5 and 4 0
8. 12 if the trunks are configured with the G 711 codec NN40020 200 Index 59 Index A Acronyms 5 Activity Reporter 25 Ad Hoc Conferencing 34 Auto Attendant 49 BCM Compatibility Matrix 53 BCMS50 a details 15 additional hardware 10 applications 45 Call Detail Recording 52 CallPilot 48 50 Intelligent Contact Center 51 LAN CTE 52 Mailbox Manager 45 Multimedia Contact Center 51 Personal Call Manager 52 b details 17 b ba and be common features 16 ba details 17 be details 17 dimensions 11 e and a common features 13 e details 15 expansion unit 18 hardware 9 main unit 10 mounting kits 19 new features 20 physical interfaces 12 BCM50 Management 40 C Call Detail Recording CDR 52 CallPilot Enhancements 50 Options Fax 49 Message Networking 49 Unified Messaging 50 Contact Center 49 copyright 2 Custom Call Routing CCR 49 E Element Manager 43 Expansion unit 18 F Fax 49 Fax Answering 49 Features IP telephony 13 new 20 telephony 12 H Hardware 9 hybrid configuration 57 Installation 40 Intelligent Contact Center 24 IP Telephones ip audio conference phone 2033 37 ip key expansion module i24 37 K Keycodes 44 L LAN CTE 52 Logs 42 Mailbox Manager 45 features 46 call forward 48 fax setting 48 greetings and spoken name 47 my mailbox 46 System Overview 60 Index off premise notification 47 Trunk Anti Tromboning outbound transfer 47 TA
9. Yes Softphone 2050 IP Phone No Yes No No No Yes Yes Yes Yes 2007 IP Phone No No No No No No 2 0 No 2 0 No 2 0 No 1110 3 0 Yes 3 0 Yes 3 0 Yes IP Phone No No No No No Yes Yes Yes Yes 1120e IP Phone No No No No No Yes Yes Yes Yes 1140e IP Phone No 2 0 No 2 0 No 2 0 No 1210 1220 3 0 Yes 3 0 Yes 3 0 Yes 1230 IP Audio No No No No No Yes Yes Yes Yes Conference Phone 2033 WLAN IP Yes Yes No No No Yes Yes Yes Yes 2210 with patch WLAN IP Yes Yes No No No Yes Yes Yes Yes 2211 with patch NN40020 200 System Overview Chapter 2 55 Component BCM BCM BCM50 BCM50e BCM50a BCM BCM50b BCM50a ba BCM50e or feature 3 6 3 7 1 0 1 0 1 0 4 0 2 0 and 2 0 and 3 0 be 2 0 and 3 0 3 0 WLAN IP No No No No No Yes Yes Yes Yes 2212 MCS Card MSC1A Integrated CSC Yes Integrated CSC MSC1B Expansion unit 1 Exp with 6 2 Exp with 1 MBM 1 Exp 2 Exp with 1 MBM MBMs with 6 MBMs Applications Integrated IVR Yes Yes No No No Yes No No No IP Sets 89 89 32 32 32 64 32 32 32 IP Trunks 60 60 10 10 10 60 12 12 12 H 323 with Yes Yes Yes Yes Yes Yes Yes Yes Yes MCDN SIP Yes Yes No No No Yes Yes Yes Yes SIP with No No No No No Yes Yes Yes Yes MCDN SRG Yes Yes Yes Yes Yes Yes Yes Yes Yes Voice Mail 32 32 10 10 10 32 10 10 10 ports IP Music Yes Yes No No No Yes Yes Yes Yes F
10. Yes Yes DHCP Relay No No No No No Yes Yes Yes Yes NAT Yes Yes No Yes Yes Yes Yes Yes Yes Routing RIP OSPF No RIP and Static Yes Yes Yes Yes Protocols and Static QoS Yes Yes No No No Yes Yes Yes Yes Dial Back up Yes Yes No No No Yes No Yes Yes SNMP V1 V1 ver 1 2 and 3 ver 1 2 and 3 BCM50 hybrid configuration A BCM50 system is defined as a hybrid configuration if it is configured with a mix of IP phones IP clients or IP trunks and with non IP phones terminals or trunks digital phones analog phones FAX machines digital T1 E1 PRI trunks BRI interfaces and analog trunks For a BCM50 system deployed in a hybrid configuration it is recommended that the total number of stations digital phones IP phones analog terminals BRI B channels for station side not exceed 50 Additional stations can reduce the performance effectiveness of the BCM50 System Overview 58 Chapter 2 System Overview If you use Meet Me Conferencing Nortel recommends you increase the number of voice mail plus Call Centre Voice Mail CC resources from 10 to 15 When the number of voice mail plus Call Centre resources exceeds 10 the following engineering rule applies e Fora BCM50 system deployed in a hybrid configuration if the number of voice mail plus Call Centre resources required exceeds 10 maximum 15 and the trunks use the G 729 codec the number of IP trunks must not exceed 10 e The number of IP trunks may number
11. a call on page 23 The existing Intelligent Contact Center provides the following features Provides maximum flexibility in granularity Any combination of Agents and Skillsets within the boundaries of a platform This combination confusing of features between Basic and Professional Channel partners and customers need not to worry about which functionality belongs to which product Contact Center with Professional Contact Center level of functionality Simplifies product offering Contact Center x skillsets x agents RCC Eliminates Basic Pro and upgrade between the two Increases market potential Customers that require more skillsets than agents Example Real Estate 3 receptionists 3 agents answering telephones for 20 real estate agents 20 skillsets Big box retail 3 receptionists 3 agents answering telephones for 12 departments 12 skillsets Optional components include x agents keycodes offer granular selection of the number of desired agents x skillsets keycodes offer granular selection of the number of desired skillsets Reporting for CC Multimedia CC For more information see the Intelligent Contact Center Set Up and Operation Guide Multimedia Contact Center Agents and callers can use the Multimedia Contact Center to participate in multimedia calls that include speaking over a Public Switched Telephone Network PSTN voice connection text chatting exchanging and viewing
12. access management of the system e Music on hold input supported either through the front panel jack or an RJ 21 connector USB port to enhance BCM50 management You can extend the capacity of your system by using the optional BCM50 expansion unit and media bay modules on page 18 Telephony features BCM50 provides a full set of telephony features that can respond to the various requirements of your business BCM50 supports the following features and components e Full set of base telephony features consistent with the BCM portfolio NN40020 200 System Overview Chapter 2 13 Business Series Telephones including Doorphone analog station terminals including phones and fax machines IP telephony features BCM50 offers the complete range of IP telephony features currently provided in the BCM50 product line G 711 and G 729 codecs echo cancellation H 323 IP trunking and MCDN over H 323 SIP and SIP proxy MCDN SIP trunking Gatekeeper T 38 Fax Note Support for desktop clients includes Nortel IP telephone portfolio including IP Phone 1210 IP Phone 1220 IP Phone 1230 IP Phone 2001 IP Phone 2002 IP Phone 2004 IP Phone 2007 IP Phone 1110 IP Phone 1120e IP Phone 1140e IP Audio Conference Phone 2033 Support for soft clients is offered through the IP 2050 software phones that extend voice services to mobile and home based employees over the Internet BCM50e and BCM50a BCM systems with integrated routers
13. history and validated before you transfer it You can schedule the software update separately For example you can schedule a download for Tuesday night but you can schedule the application for Friday at 2 00 You can program multiple software update packages to be applied at the same time One software update package can include updates for multiple software components While many software updates do not require a system restart some software components require a restart for the update to take effect No more than one system restart is required if one or more of the software components being updated by the software update package requires a reboot Software upgrades are handled in the same way and use the same tool as software updates You can set up the entire software update process for hands off operation if the software content can either be downloaded remotely or sent and installed from the USB port Keycodes The BCM keycode structure now includes the following capabilities One keycode validates all feature entitlements which simplifies installation You can apply keycodes in a number of ways through Element Manager through set based administration through NCM NN40020 200 System Overview Chapter 2 45 through a USB memory stick e Enable BRI with a keycode Network Configuration Manager Many Business Communications Manager customers already use the optional client server based management applicati
14. if 18 ports are in use for Meet Me Conferencing there will be no available ports for ad hoc conferences Similarly if 18 ports are being used for ad hoc conferences there will be no ports available for Meet Me Conferences Silent Record a call Intelligent Contact Center Agent and Supervisor ad hoc silent record a call This enables an agent or supervisor to silently record the call they are on The recorded call is left in the agents supervisors mailbox or skillset mailbox This feature does not provide the ability for a supervisor to trigger silent call recording while listening in on an agent s call System Overview 24 Chapter 2 System Overview Intelligent Contact Center Intelligent Contact Center API s Enhanced Intelligent Contact Center API s are included providing more flexibility and functionality enabling 3rd party applications like CRM adaptors to more effectively integrate with the BCM50 Intelligent Contact Center The API s are e Agent log in e Agent log out e Not ready For more information on ICC and the existing features see Intelligent Contact Center on page S1 Not Ready Time Out Previous to this release when a call is presented to an agent and is not answered the call is returned to the skillset queue and the agents set is placed into the not ready mode The agent receives a visual indication that they are placed into the not ready mode and no further calls are presented to the agent un
15. method of remote access to remotely perform all programming tasks The BCM50e and BCM50a provides remote management capability with a high speed connection Tasks such as transferring backup files to a remote destination and transferring software update files CDR records and log files can occur more efficiently than over the analog modem On box and device manageability features BCM50 has an SNMPv3 interface that includes support for SNMP v1 and v2 for management by legacy SNMP managers SNMPv3 delivers improved security features for SNMP device access The BCM50 main unit supports the following versions of SNMP SNMP vi the first implementation of SNMP this version supports protocols such as IP SNMP v2C provides improved efficiency and error handling e SNMP v3 provides improvements in security and privacy Using the BCM50 Element Manager you can select which versions of SNMP you want the BCM50 agent to support System Overview 42 Chapter 2 System Overview Management Information Bases MIB provide access to the managed objects of a system and specify the format of traps BCM50 supports these standard MIBs for remote management MIBII RFC 1213 second version of the MIB for use with network management protocols in a TCP IP based internet This MIB includes System Group and Interfaces Group and is a baseline RFC implemented by data networking systems Entity MIB RFC 2737 describes managed objects used to manage mu
16. on page 16 For more information about BCM50 hardware see the BCM50 Installation and Maintenance Guide BCM50 main unit The BCM50 Main Unit with telephony only provides call processing and simple data networking functions It provides connections for 12 digital telephones 4 PSTN lines 4 analog station ports and 4 connections for auxiliary equipment auxiliary ringer page relay page output and music source The BCM50 Main Unit has no router but it has four LAN ports one is the OAM port for technicians and three are for basic LAN connectivity A Main Unit contains the following field replaceable units one programmed hard disk e one cooling fan e one router card BCM50a BCM50e BCM50ba and BCM50be only Additional BCM50 hardware The BCM50 expansion unit is a compact unit that accommodates the Media Bay Modules MBM used by other BCM platforms The BCM50 main unit can support a maximum of two expansion units For more information see BCM50 expansion unit and media bay modules on page 18 The wall mount bracket is an inexpensive bracket for mounting the BCM50 or expansion unit to a wall for more information see Mounting kits on page 19 An optional wiring card which provides RJ 45 connectors for all main unit trunk and station interfaces is also available for use with the wall mount bracket The rack mount shelf is an inexpensive shelf for mounting a maximum of four BCM50O systems into a standard 19 inch rac
17. related to the state of the mailbox including My Mailbox Change Password Off Premise Notification Outbound Transfer Greetings and Spoken Name Personal Attendant Fax Settings Call Forward Welcome E237 Ploquin237 0 broadcast message 3 new messages 0 saved message unsent message 0 new fax message 0 saved fax message Your alternate greeting is currently selected You can use the Off Premise Notification to be notified at a location different from your telephone set when you receive a new or an urgent message You can use the Outboud Transfer to allow your callers to reach you at a destination different from your telephone set by the press of a key The number of broadcast messages The number of new messages If one or more is urgent this information is specified The number of unsent messages NN40020 200 System Overview Chapter 2 47 e The number of saved messages e The number of new fax messages if the fax keycode is applied The number of saved fax messages if the fax keycode is applied Warning messages that appear in red if an extension is specified for the mailbox but no telephone is associated with the extension the telephone is currently forwarded an off premise notification is not allowed the outbound transfer is not allowed the alternative greeting is selected messages are not accepted the mailbox is full Also My Mai
18. suitable for networks that require data routing capability using an integrated Ethernet router The WAN interface port provides 10 100 Ethernet with automatic sensing and automatic polarity If you have existing or alternative WAN access technology you can still benefit from the VoIP features of the BCM50 Figure 3 BCM5Oe front panel BCM50a The BCM50a in Figure 4 provides call processing data routing features and an integrated ADSL modem The BCM50a is a stand alone set of integrated applications With the BCM50a you have complete voice and Internet service with efficiency and convenience Figure 4 BCM50a front panel These features provide a complete integrated Communications Server ADSL access package for ease of interconnecting with service provider ADSL networks e ITU G992 1 GDMT e G992 Annex A e TU G9922 GLite e ANSI T1 413 Issue 2 DSL Forum document TR 042 ATM Transport over ADSL e Ghs 994 1 e Gploam G 997 1 e Autonegotiation rate adaptation e RFC 2364 PPP over AALS e RFC 2684 Multi protocol Encapsulation over ATM both Bridged and Routed encapsulation e Support for British Telecom SIN 329 System Overview 16 Chapter 2 System Overview Broadband IP Products requirements for End User NTE equipment where the router and ADSL modem functions are integrated into one device RFC 1483 Multi protocol over AALS RFC 2365 PPP over AALS RFC 2
19. 0 Professional Microsoft Windows XP Professional Windows Vista Citrix Metaframe XP for Element Manager and Citrix client support equivalent to BCM 4 0 BCM applications for BCM50 support the following Vista versions Microsoft Vista Business Microsoft Vista Ultimate and Microsoft Vista Enterprise For more information about BCM50 Microsoft Vista support see Microsoft Vista operating system on page 27 Field replaceable units Field replaceable units FRU strategy is consistent with previous BCM50 systems including a replacement router and a BRI CDC card CDCs are not hot pluggable System Overview 40 Chapter 2 System Overview Field upgrades The BCM50 upgrade kit is available Element Manager and NCM support remote and scheduled upgrades from BCM50 1 0 and 2 0 not including router upgrade support Servicing Serviceability enhancements in BCM50 include the following BRI CDC offered as a FRU e reduced dependency on DIP switches for Media Bay Modules as global profiles are downloadable BCM50 management You can quickly and easily install configure and administer BCM50 These topics summarize the BCM50 management areas e Ease of installation e Remote management accessibility on page 41 e On box and device manageability features on page 41 e Set based administration on page 42 for no PC programming of most of the system e Business Element Manager on page 43 interface that supports all aspects
20. 516 PPPoE Traffic shaping UBR CBR ATM forum UNI 3 1 4 0 PVC minimum 5 PVCs BCM50b BCM50ba and BCM50be BCM systems with integrated BRIs The BCM50 system provides private network and telephony management capability to small and medium businesses the EMEA and APAC markets The BCM50 integrates voice and data capabilities IP telephony gateway functions and data routing features into a single telephony system The BCM50 is a compact system that you use to create and provide telephony applications for use in a business environment Common features and capabilities BRI Compact Daughter Card CDC Performance conforms to ITU 1 430 ETSI ETS 300012 ANSI T1 605 and safety standards and lightening protection Additional CDC connector for a total of two CDC slots Xilinx FPGA XC3S400 4FT256C Integrated eight port 10 100 Ethernet switch to support future eDSP CDC upgraded from five port 2 5 in hard drive and new bracket Optimized position of fan cable SATA cable and hard drive connector POL Current Limiting Introduce BRI and improve pack performance and customer feature set Memory parity Upgrade DSP and microprocessor GASI support NN40020 200 System Overview Chapter 2 17 BCM50b The BCM50b Main Unit provides functionality similar to the BCM50 main unit The difference is that the BCM50b main unit has two integrated BRI ports that replace the four analog lines on the RJ 21 telephony connector new CSC wi
21. A GIU OTHER eq C RS Nee LEE MENS Pac ES 40 BONIBSD Wanademauk uses wpRbec RANG RENS PRESS Ads Codes NE ERA RA aes RR 40 Ecce o MSAN susce iod co RR RU X RR SC RS ESFERAS KG ER ROGA 40 Remote management accessibility llle 41 On box and device manageability features l llieslllllellelssen 41 EUNT OU I ECERERLILILT III L1 L0 TITLE TETTST 42 Setbased administration drololocQaERAG bERRSERISO SERA PXeeXmRRt3sd kA 42 System Overview 4 Contents Business Element Mage aa deer soe rre dine ed Pad RR Sees Red Va eRe 43 SOS his EXERCERE ieee BAUM AEN TREO Rai EX RU V ae dod ont d ads 44 Network Configuration Manager ssssssssssel sr 45 BUMS0 appli osllole uiis cem i ganda Per RA ER Ede RE ea ach ames Aq eR 45 Meet Me Conferencing ssssselseellslel hr he 45 MADO Ma 02d cro v deo eve dabo da o qo de n o fub UP RR OE rg 45 mln mI 48 unsers MI I D EMEN 49 CallPilot and Voicemail enhancements illlleeleeseeelleeseee 50 inteligent Contact Center iudilosscasaLeRRRRR Rer dE RR CR DR ees RC RC der EUR x 51 M utimedia Contact CeMmer ioc ies aucem p dox ocaeca ps SE cnn IE BUR c de s 51 Local Area Network Computer Telephony Engine s sese 52 Gall Detail Recording uo uuakcties4 CXI RR REX EC EEUU dy Hees eee ees 52 Personal Call MANAGE x iade p henge EUER skrta Gd RR GA P EOD S DRE ac RU ba BOM compatibility MaK uuu sued emer RE RR GR RER Y RR HEERS EGRE de ESSENSE RE 53 BCMS50
22. GATI Global Analog Trunk Interface GATM Global Analog Trunk Module GNPS Global Network Product Support GNTS Global Enterprise Technical Support ICC Intelligent Contact Center ICCL ISDN Call Connection Limit IP Internet Protocol ISDN Integrated Services Digital Network KEM Key Expansion Module LAN CTE Local Area Network Computer Telephony Engine MBM Media Bay Module MCDN Meridian Customer Defined Network MIB Management Information Base MWI Message Waiting Indication NCGL Nortel Carrier Grade Linux NCM Network Configuration Manager NCRI Network Call Redirection Info NRE Non Recoverable Engineering OA amp M Operations Administration and Maintenance OEM Original Equipment Manufacturer OS Operating System PPP Point to Point Protocol PSTN Public Switched Telephone Network PVQM Proactive Voice Quality Monitoring QoE Quality of Experience SFTP Secure File Transfer Protocol SHA1 Secure Hashing Algorithm 1 SIP Session Initiated Protocol SMB Small and Medium Business SME Small and Medium Enterprise SNMP Simple Network Management Protocol NN40020 200 Getting started Chapter1 7 Acronym Description SRG Survivable Remote Gateway TAT Trunk Anti Tromboning TDM Time Division Multiplexing as found in T1 E1 trunks TRO Trunk Route Optimization VoIP Voice over Internet Protocol VPIM Voice Profile for Internet Mail Related publications This section provides a list of addition
23. H 323 interoperability includes the following products e CS1000 4 5 and 5 0 e CS2000 SNO08 and SNO09 09FF 09U e CS2100 SE08 and SEO9 e MSC5100 3 0 and 3 5 e IPT 3 01 Hardware inventory As part of the BCM50 management changes the Business Element Manager hardware inventory panel and the Entity MIB allow you to remotely view detailed information about the CSC integrated router and integrated BRI CDC hardware Additionally visibility of other FRU components such as fans provides a complete hardware inventory view of all BCM50 hardware components to the FRU level Proactive Voice Quality Monitoring With the proactive voice quality monitoring PVQM capability you can set call quality thresholds for IP sets and receive an alert and if these thresholds are exceeded You can proactively identify voice quality of experience QoE issues for every call In turn you can troubleshooting of voice quality issues within the network PVQM supports calls from an IP set to any other set or trunk The measured call quality metrics includes the following e packet loss e inter arrival jitter System Overview 34 Chapter 2 System Overview e listening R value e RTCP round trip delay With PVOM a system wide summary view of threshold violation alert occurrences is maintained Threshold violations can be sent as alarms and used by the central AppManager VoIP performance monitoring product from NetIQ to generate a system wide view o
24. L2 Client emulation enhancements System Overview 32 Chapter 2 System Overview Client management privileges e Failover IP assignment for automatic assignment of fail over site IP address e X 509 digital certificates New DSL version support for ADSL2 Note M221 251 refers to the routers shipped with BCM50 1 0 units and M222 252 refers to the new EU compliant routers shipped with EU BCM50 2 0 and BCM50 3 0 units WAN failover The router hardware simplifies WAN failover as well as future management integration through the internal serial connector The router provides support for WAN failover on all BCM50 platforms with M222 252 routers WAN failover allows calls that experience issues using the WAN link to continue over the soft modem or LAN or ISDN Integrated Services Digital Network Basic Rate Interface dial up support The BCM50 requires a data layer over the channelized Integrated Services Digital Network ISDN for remote management dial up over Basic Rate Interface BRI Support is available for remote management over BRI over the integrated BRI CDC or BRI MBM configured for ISDN support Support is available for all on demand and scheduled management tasks are such as CDR collection backup and restore software updates and log collection Network Configuration Manager support for BCM50 Network Configuration Manager NCM support for BCM50 is delivered as a new release The product is branded NCM 4
25. T 34 personal attendant 47 main page 46 U Meet Me Conf ing 22 TEE Unified Messaging 50 Meridian Customer Defined Network MCDN 34 V Message Networking 49 Mounting kits 19 Voicemail 49 O W Operability enhancements 26 Windows Vista 27 P Personal Call Manager 52 Proactive Voice Quality Monitoring PVQM 33 R regulatory information 2 Related Publications 7 RFC 2833 21 S Security 39 Security enhancements 26 Service 39 Session Initiated Protocol enhancements 35 SIP 35 Set based administration 42 Silent Record a call 23 SIP enhancements 21 proxy failover 21 refer 21 RFC 2833 21 SNMP 41 Software upgrade 20 Support 39 System Overview 9 T trademarks 2 NN40020 200
26. Web pages viewing screen captures sent by an agent to the caller System Overview 52 Chapter 2 System Overview Multimedia Contact Center supports two call types e Phone and browser calls using PSTN which integrate a standard voice call with a Contact Center agent and a Multimedia Contact Center browser call session with follow me browsing text chat and screen capture push e Browser only calls which have the same browser features of phone and browser calls but no voice call component Local Area Network Computer Telephony Engine BCM Computer Telephony Integration CTI products provide an interface between your personal computer and your BCM50 system With these products you can use telephony applications through the Windows operating system to control your telephone One BCM CIT software component is Local Area Network Computer Telephony Engine LAN CTE LAN CTE provides an interface between your personal computer your telephone and the BCM50 system With LAN CTE installed on your computer you can run LAN CTE or TAPI applications to communicate with and control your telephone For more information see the LAN CTE Configuration Guide Call Detail Recording Call Detail Recording CDR is an application that collects call activity Each time a telephone call is made to or from your company CDR can record information about the call You can use the information CDR collects to create reports about call activity
27. Yes Yes Yes Yes Yes Yes M7100 T7208 and Yes Yes Yes Yes Yes Yes Yes Yes Yes M7208 T7316 and Yes Yes Yes Yes Yes Yes Yes Yes Yes M7324 T7316e Yes Yes Yes Yes Yes Yes Yes Yes Yes T7406 Yes Yes Yes Yes Yes Yes Yes Yes Yes T7406e Yes Yes Yes Yes Yes Yes Yes Yes Yes T24 KIM Yes Yes Yes Yes Yes Yes Yes Yes Yes and CAP Norstar Yes Yes Yes Yes Yes Yes Yes Yes Yes Audio Conference Unit Doorphone Yes Yes No No No Yes Yes Yes Yes IP Terminals IP Phone Yes Yes Yes Yes Yes Yes Yes Yes Yes 2001 IP Phone Yes Yes Yes Yes Yes Yes Yes Yes Yes 2002 IP Phone Yes Yes Yes Yes Yes Yes Yes Yes Yes 2004 System Overview 54 Chapter 2 System Overview Component BCM BCM BCM50 BCM50e BCM50a BCM BCM50b BCM50a ba BCM50e or feature 3 6 3 7 1 0 1 0 1 0 4 0 2 0 and 2 0 and 3 0 be 2 0 and 3 0 3 0 IP Phone Yes Yes Yes Yes Yes Yes Yes Yes Yes 2007 IP Key No No No No No Yes Yes Yes Yes Expansion Module 24 IP 11xx No No No No No No 2 0 No 2 0 No 2 0 No Key 3 0 Yes 3 0 Yes 3 0 Yes Expansion Module IP 12xx No No No No No No 2 0 No 2 0 No 2 0 No Key 3 0Yes 3 0 Yes 3 0 Yes Expansion Module IP 12xx No No No No No No 2 0 No 2 0 No 2 0 No Key 3 0Yes 3 0 Yes 3 0 Yes Expansion Module with Display i2050 Yes Yes Yes Yes Yes Yes Yes Yes Yes Softphone IP No No No No No No Yes Yes
28. a danke ERR RARI RR RR RO CRPR EC HK RR ERQ d ER 10 BONS physical dImm rslols 223 aware rex GA RERO RESO ROE cR Roc Rc a 11 BUMBO physical interfaces 4 2 0 e c uere HRR REACH SER OR GONE EGRE ard 12 TOIGDRODEIGS IRE 1 tad ead Schuhe buta rado ied pote aE eek dA deest iens 12 IP telephony AMINES zcoudaduxeuae3eed exhi adu TND EERE WEGE Rene gends 13 BCM50e and BCM50a BCM systems with integrated routers 2 00000005 12 Common features and capabilities llle 13 BUNMBD UE uos besbeieaiis hd aues E REESE Cd SER NXCEEeRREIGZCAqE redi 15 Boas onu x4dR QT eR Ur d db aique Cad e da Pa E REO CFL S VA 15 BCM50b BCM50ba and BCM50be BCM systems with integrated BRIS 16 Common features and capabilities llle 16 EO SD ncaa ils s bad a ae pa d ue oa dotate dada ea arias s ne deepen d 17 BONIODUM uaede ddabecbdos en Eq EPSCgeP Rid RARI epe Pme ed 17 BONDONS piu soos Seb eRe ERO qax uie Ras Ex dA VA RqEA EZ VER C ER 17 BCMBO expansion unit and media bay modules 60 00 cece eens 18 MOUNHMQKNS CP PTT 19 PONGO IOANES i2 dates t RRIN ORQE FRE AEERRCRERI C RRII RE EF TRE CORR Pd gus 20 priaicilp e T PUE 20 Existing 401 pP OTT 29 Support security and servicing lille ren 39 Client operating system support 0 0 00 cece eee 39 Field replaceable UNIS a0 222600 0050209408b os ner Re kh b m C ERE P RC dass 39 FORUD AE prir C PL pc RI C EE 40 SOMO sucux 3 dora ERES un PAUR
29. act Center Multimedia Yes Yes No No No Yes Yes Yes Yes Contact Center Silent No No No No No No 2 0 No 2 0 No 2 0 No Record a Call 3 0 Yes 3 0 Yes 3 0 Yes UPS support Yes Yes Yes Yes Yes Yes Yes Yes Yes Backup and Yes Yes Yes Yes Yes Yes Yes Yes Yes Restore Upgrade from From From Not available Yes Yes Yes Yes previous 3 0 3 5 version 3 01 and and 3 6 3 5 BCM Imaging Yes Yes No No No Yes No No No Tool Level 1 and2 No No Yes Yes Yes No Yes Yes Yes Reset Wireless NN40020 200 System Overview Chapter 2 57 Component BCM BCM BCM50 BCM50e BCM50a BCM BCM50b BCM50a ba BCM50e or feature 3 6 3 7 1 0 1 0 1 0 4 0 2 0and 2 0 and 3 0 be 2 0 and 3 0 3 0 T7406 and Yes Yes Yes Yes Yes Yes Yes Yes Yes T7406e 802 11b Yes Yes No No No Yes Yes Yes Yes WVoIP i22xx with patch Digital Mobility No Yes No No No Yes Yes Yes Yes Data services Firewall Yes Yes No Yes Yes Yes Yes Yes Yes ISDN Dial up Yes Yes No No No Yes Yes Yes Yes ADSL Client PPPoE No Yes Yes Yes Yes Yes Yes Integrated No No No Yes No No No Yes No ADSL Modem VPN IPsec Terminating No Terminating out Yes Yes Yes Yes Client IPsec Yes Yes No Yes Yes Yes Yes Yes Yes Branch PPTP Yes Yes No No No No No No Yes DHCP Client No No Yes Yes Yes Yes Yes Yes Yes DHCP Server Yes Yes Yes Yes Yes Yes Yes
30. administration Q Welcome Model scwisobe B System System name ecwson3 Bidentification Date and Time System software version 5 9 92 Keycodes IP Subsystem E Administrator Access H O Resources H O Telephony B e Voice Messaging Contact Center H O Data Services 9 Applications SQ SMB Country or region North America Done BA L MOL m3 ___W 2 v Include ACKed alarms Element Manager runs on a PC and the information required to draw the screens is contained locally within the client application The only data transferred between Element Manager and the BCM50 are queries and actual data Element Manager has familiar Microsoft Office like capabilities such as the ability to sort information Element Manager integrates all the traditional BCM administration tools including managing backups and software updates Element Manager has an element navigation panel to organize a network of elements You can simultaneously manage multiple elements After you connect to an element you can perform configuration and administration tasks Business Element Manager administration interface The Element Manager administration management environment includes e BCM50 diagnostic and maintenance tools including access to BCM Monitor e Fault management for viewing BCM50 alarms You can set which alarms are displayed in the Element Manager alarm browser and which alarms trigger an SNMP tra
31. al documents To locate specific information you can refer to the Master Index of BCM50 Library BCMBO Installation and Maintenance Guide NN40020 302 Unified Messaging Configuration Guide NN40080 501 CallPilot Fax Set Up and Operation Guide NN40080 301 CallPilot Message Networking Set Up and Operation Guide NN40090 301 Personal Call Manager User Guide NN40020 103 Intelligent Contact Center Set Up and Operation Guide NN40040 301 LAN CTE Configuration Guide NN40020 602 Call Detail Recording System Administration Guide NN40020 605 Activity Reporter Administration Guide NN40010 627 Activity Reporter User Guide NN40010 112 How to get help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site www nortel com support System Overview 8 Chapter 1 Getting started This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues sign up for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting Help over the phone fro
32. arget time for an upgrade is 45 minutes The upgrade with BCMS50 and Business Element Manager supports remote and scheduled upgrades This new capacity is significant for partners and administrators to reduce installation costs and business impacts Systems that operate in SRG mode are upgraded to the new software but remain in SRG mode after the upgrade Support exists for the following upgrade paths e BCM50 1 0 to BCM50 3 0 e BCM50 2 0 to BCM50 3 0 e BCM50 1 0 to BCM50 2 0 to BCM50 3 0 NN40020 200 System Overview Chapter 2 21 SIP trunk enhancements SIP REFER BCM50 3 0 supports SIP REFER which is the call transfer mechanism for SIP BCM50 responds to a REFER request on an existing call by making a second call and transferring the two calls together BCM also responds to a REPLACE request on an incoming call by replacing the identified incoming SIP call with this new call SIP refer supports two types of call transfer e Blind or Unattended The TransferOR puts the primary call on hold then dials the Transfer Target and completes the transfer without communicating with the Transfer Target The TransferEE hears ringback on the secondary call and connects when the Transfer Target answers e Consult or Attended The TransferOR places the primary call on hold and establishes a Consult call consultation to another party After the consultation the TransferOR completes the transfer causing the TransferEE to connect to
33. articipation example mute on or off When using DTMF based commands the help menu will provide an audible list of existing commands Additionally the system will provide voice prompts to assist the user For example when a user turns on the mute feature they will receive a voice prompt saying muted When they turn off the mute feature a voice prompt will say un muted Display set users receive status information by way of the display Softkey equivalents are offered to softkey set users Status display and softkeys for internal participants include the following e status shows elapsed time number of participants e VIEW softkey cycles through list of participants showing name internal or CallerID external command to turn on or off the mute line Chairperson commands include the following e turn conference mute on or off While the conference is muted only the chairperson can speak e selectively mute or disconnect a participant with VIEW e lock or unlock a conference While locked no new participants can join conference change continuation or announcement settings e all participant commands self mute on or off participant count list commands The Meet Me Conferencing feature supports 18 active ports spread over as many conferences sessions as desired Note that the pool of conference ports is shared between Meet Me Conferencing and the ad hoc conference feature Since the total pool of ports is 18 this means that
34. ax ports 2 2 2 2 2 2 2 2 2 IP Trunks 711 729 723 711 729 Codecs Management NCM NCM NCM NCM NCM 4 0 INCM 4 0 INCM NCM 4 0 NCM 4 0 NCM 4 0 40 14 0 4 0 4 0 NetIQ support Yes Yes Yes Yes Yes Yes Yes Yes Yes Unified Yes Yes No No No No No No No Manager System No No Yes Yes Yes Yes Yes Yes Yes Set Based Admin F9 8 Element No No Yes Yes Yes Yes Yes Yes Yes Manager Set Based Admin Telephony No No Yes Yes Yes Yes Yes Yes Yes CallPilot No No Yes Yes Yes Yes Yes Yes Yes PVQM No No No No No Yes Yes Yes Yes System Overview 56 Chapter 2 System Overview Component BCM BCM BCM50 BCM50e BCM50a BCM BCM50b BCM50a ba BCM50e or feature 3 6 3 7 1 0 1 0 1 0 4 0 2 0 and 2 0 and 3 0 be 2 0 and 3 0 3 0 Applications LAN CTE Yes Yes Yes Yes Yes Yes Yes Yes Yes CDR Yes Yes Yes Yes Yes Yes Yes Yes Yes Meet Me No No No No No No 2 0 No 2 0 No 2 0 No Conferencing 3 0 Yes 3 0 Yes 3 0 Yes Activity No No No No No No 2 0 No 2 0 No 2 0 No Reporter 3 0 Yes 3 0 Yes 3 0 Yes Mailbox Yes Yes No No No Yes Yes Yes Yes Manager Operator MB Yes Yes No No No Yes Yes Yes Yes Manager Intelligent Contact Center Basic Yes Yes Yes Yes Yes Yes Yes Yes Yes Contact Center Profession Yes Yes No No No No No No No al Contact Center Reporting Yes Yes No No No Yes Yes Yes Yes for Cont
35. by providing incoming and outgoing fax capability two ports only With Fax callers can send and retrieve fax messages as easily as they send and retrieve voice messages The Fax option includes Fax Mail Fax On Demand and Fax Overflow Fax Answering is available even if you do not have the Fax option installed on your system For more information about Fax see the CallPilot Fax Set Up and Operation Guide System Overview 50 Chapter 2 System Overview Unified messaging With Unified messaging you can use your e mail application to access voice fax and text messages from your personal computer You can use Unified Messaging with several popular e mail application including Microsoft Outlook 2000 Outlook 2002 XP Outlook 2003 including Internet Mail Mode Lotus Notes 5 x and 6 x GroupWise 6 x Microsoft Outlook Express 5 x and 6 x Netscape Messenger Netscape Communicator 6 2x Netscape Mail 7 0x Qualcomm Eudora Pro 6 1 2 For more information see the Unified Messaging Configuration Guide CallPilot and Voicemail enhancements BCM50 builds upon the existing set of CallPilot and Voicemail capabilities by including a set of features on the BCM CallPilot offering These features include the following significant increases in number of greeting tables company greetings and Custom Call Routing CCR trees This increase provides the flexibility to use a different Auto Attendant CCR for different incoming lines
36. configured then SuperG3 fax and V 34 modem will be supported over G 711 Previously they had to use G3 V 17 in case there was a switch to T 38 which cannot encode V 34 successfully IP phone 1200 BCM50 3 0 supports new IP Phone 1200 series and associated expansion modules IP phone 1110 BCM50 3 0 supports new IP Phone1110 and associated expansion module Meet Me Conferencing Meet Me Conferencing provides feature rich high density conferencing capabilities for BCM users Designed to provide a more sophisticated feature set for formal conference calls Meet Me Conferencing allows parties to establish a teleconference by calling in to a specified bridge number at an agreed on time One party acts as the chairperson and has additional powers to start stop secure and control the conference Conferences are initiated by calling in to the system on designated lines or to a specified directory number The service responds by prompting the caller for the conference ID and optional pass code The caller then receives music on hold until the chairperson starts the conference At that point a multi way voice conference is established with all parties in the conference NN40020 200 System Overview Chapter 2 23 Meet Me Conferencing supports DTMF based commands and display softkey based commands so all users regardless of phone have access to participant and chairperson controls All parties can use DTMF based commands to control their p
37. digits are sent to Functional Endpoint Proxy Server FEPS in VDI messages For incoming digits the core software handles incoming digit indications from FEPS and provides short tone functionality While the digits received can be longer than the short tone duration the long duration is not required System Overview 22 Chapter 2 System Overview SIP trunk authentication SIP trunk local users are accounts used to authorize remote SIP entities when they attempt to connect through the SIP trunk interface to place calls through the BCM SIP trunk accounts are also used for remote connections to the ISP and incoming call requests The total number of SIP trunk accounts is 240 Configuration of domain and ports for remote SIP trunk endpoints Configuration and use of domain and port entries for remote endpoints allows more flexible installations compared to the BCM 4 0 and BCM50 R2 use of IP addresses only The BCM50 3 0 introduces RFC3263 based DNS support for locating SIP servers The addition of DNS support means that customers do not need to know the IP addresses of those remote servers Standards based DNS support using RFC3263 to simplify network deployment Optional G 711 based transport of FAX communication This solution will allow the choice of whether T 38 or G 711 is used to transmit fax calls over SIP trunks to and from the BCM The choice is decided during configuration and applies to all SIP trunk calls If T 38 is not
38. e log to track configuration changes to system by User ID e RADIUS Support Centralized Authentication and Radius Client to authenticate and authorize using a centralized RADIUS server In addition to supporting Psec tunnels for management the ability to encrypt SNMP and file transfers provides BCM users an expanded capability set for secure interface communications With audit logging of long attempts the BCM user can track security violation attempts and determine further action If you suspect a user ID security breach as a result of system configuration changes the audit logging of configuration changes provides traceability to user IDs and interfaces NN40020 200 System Overview Chapter 2 37 An overall increase in security you have with effective logging capabilities for Audit Trail logs Alarm logs and Configuration Change logs If you require improved interface access and communications security for alarm log and file transfers you can use these security enhancements As well you can audit and identify the critical system changes that specific users initiate Terminal and mobility support The BCM50 Terminal and mobility support is equivalent to that of BCM 4 0 BCM50 supports the following phones e IP Phone 1110 e IP Phone 1120e e IP Phone 1140e e IP Phone 1210 1220 1230 e T7406E Cordless Handset e IP Audio Conference Phone 2033 IP Key Expansion Module I24 e IP 11xx Key Expansion Module e IP 12xx Key Expansio
39. e outcalling capability you can enter only an extension on the Fax Setting page Call Forward You can use the Call Forward page to forward your phone to voice mail When you forwarded the telephone to voice mail you can view the callers being forwarded to your mailbox on the telephone screen You can select which calls you want to retrieve with F987 CallPilot BCM50 is a versatile business communications tool that you can use to answer incoming calls e offer callers options to route their calls or to access information e provide advanced voice mail Auto Attendant and call handling capabilities CallPilot Manager is a Web based application that is accessible through the BCM50 Element Manager You use CallPilot Manager to set up and administer BCM50 Figure 11 CallPilot main page Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Auto Attendant Group List Administration System Properties Custom Call Routing Operator Settings Logout Networking Contact Center Reports Configuration Operations Features included with CallPilot CallPilot for BCM50 includes the following features NN40020 200 System Overview Chapter 2 49 Voicemail The Voicemail feature records messages and stores them in a mailbox for easy retrieval Business telephones on your system can have their own mailbox and greeting You can quickly distribute information to departments and
40. e system IP parameters e system level telephony attributes to automatically create the system DNs e keycode information through automated application of keycodes users and groups You fill out the template save it to a USB storage device and insert the memory stick into the USB port of the BCM50 during the initial startup of the system This information is read into the BCM50 and applied during a single restart sequence The Startup Profile is similar to the Quickstart wizard of the BCM200 and BCM400 but it can be datafilled and applied without an IP connection to the unit a PC or telephone The Startup Profile executes quickly and includes a broad scope of system level parameters Remote management accessibility BCM50 has an integrated analog modem that can accept an incoming modem call on any BCM50 system line You can configure the BCM50 system to have the modem automatically answer a specific line with configuration options You can manage from BRI Remote users can also initiate a voice call to a person or an autoattendant who transfers the call to the modem The analog modem also supports callback for management access to the BCM50 which can be used to support automatic dial out on SNMP traps and automated sending of Call Detail Records CDR to a remote CDR collection point The modem is also enhanced with CLID Although Nortel does not recommend that you use the analog modem to transfer large files the modem provides a flexible
41. e to transfer or forward station to station calls With this feature voice mail and autoattendant applications can use MCDN capabilities to optimize network use MCDN trunk anti tromboning TAT on BCM50 e provides customers with optimal use of trunk facilities enables a large number of feasible networking scenarios to serve customers With MCDN TAT BCM can determine whether calls routed across a network by the integrated AutoAttendant or Voicemail should invoke TAT or Trunk Route Optimization TRO MCDN to optimize the trunking network connection NN40020 200 System Overview Chapter 2 35 Session Initiated Protocol BCM supports H 323 and SIP VoIP basic call communication for BCM to BCM calls H 323 also supports the same features that the MCDN capability supports BCM50 3 0 introduces new SIP features including e SIP REFER on page 21 e SIP proxy failover on page 21 e RFC 2833 on page 21 BCM50 existing SIP features include e support for the MCDN features with SIP e expanded SIP interoperability to the CS1K and MCS5100 The MCDN supported features include e Private Name Number e Network Call Redirection Info NCRI e Trunk Anti Tromboning TAT SDN Call Connection Limit ICCL e Message Waiting Indication MWI e Trunk Route Optimization TRO In enterprise network systems the SIP feature supports private numbering plans optimizes the use of network traffic TAT TRO ICCL and supports ce
42. ed service VPN e 10 IPSec Branch Office Tunnels peer to peer PSEC client termination supported support for bandwidth management e support for Dynamically addressed peers ABOT support for Client Tunnel origination not termination to simplify the connection to a larger e VPN Router network IKEv1 Main Mode IKEv1 Quick Mode Diffie Hellman Group 1 2 IPSec Tunnel Mode e ESP e NAT Traversal NAT e many to one static many to many port forwarding e PSec pass through NAT support for tunnel mode IPSec tunnels Throughput traffic performance 23 1 Mb s IP Services DHCP client DHCP server with support for Nortel Internet Telephones DHCP Relay supported DNS Proxy DNS with VPN client WAN failover supported PPPoE PPTP ethernet router only Configurable MAC address Clear text traffic WAN to LAN 33 9 Mb s LAN to WAN 30 5 Mb s Security Services cryptographic services DES and 3DES data authentication SHA 1 data authentication MD 5 authentication services preshared secrets security services stateful firewall intrusion detection AES support digital certificates supported RADIUS support Router Clear text routing Static through tunnel RIP v1 through tunnel and clear text RIP v2 through tunnel and clear text NN40020 200 System Overview Chapter 2 15 BCM50e The BCM50e in Figure 3 provides call processing and data routing features and is
43. et based administration requires user ID and password Account User ID Access Privilege Management includes the logged on user ID session and access display These enhancements to user account access management provide a secure BCM access environment which makes it difficult for a malicious user to gain access to a BCM BCM owners can enforce secure account access controls to the BCM to ensure secure BCM management and to increase protection against potential vulnerabilities Secure interface and audit logging This feature enhances interface security by adding secure access controls security audit logs configchange systemlog and system activity by User ID date and time Secure Interface Access and Communications Controls provide e support for Secure Copy SFTP SSH encrypted file transfers e support for Simple Network Management Protocol SNMP v2 and v3 including encryption provided with v3 e BCM owner control of Nortel technical support access e use of digital signatures and enhanced tamper detection to ensure trusted sources for software upgrades patches and software release upgrades e ability to test the system ability to generate alarms and logs including system security alarms and logs Audit log tracks critical changes to the system and the logon attempts including e Jast successful login identification and interface e last failed login attempt and total failed logons since last successful logon configuration chang
44. ete solution for making POST results available on the main file system IP Music enhancements The volume normalized enhancement resolves issues where the on hold play back volume is too loud and can not be adjusted The multiple files upload feature enhancement allows customers to upload multiple music files in a compressed format The files preservation over upgrade enhancement resolves issues where music files are not preserved over upgrade specially important for professional music recordings Business Element Manager change tracking logs Bring back the tracking changes log that was available on BCM 3 x this log was very useful in validating and checking steps that lead up to a failure and also validated the steps the installer took to get in to the configuration problem This log tracked all changes that had been applied to the system since it was initialized The log records the entire configuration steps not just the final result System ID field copy This feature allows you to copy the System ID field from the Element Manager to your PC clip board and can then paste it directly into the KRS web tool interface By implementing this simple ease of use functionality you can remove the human error in querying downloading and applying the wrong keycode file to a system that will impact the installation time Also this can help to prevent the case of applying the new authorization code to the wrong system ID and generate the wrong k
45. ew end user features Meet Me Conferencing and Silent Record a call Enhancements to the Intelligent Contact Center solution Introduction of Activity Reporter Introduction of operability enhancements Introduction of NCM4 0 which includes a new NCM feature to support RADIUS for user authentication and authorization BCM50 continues to be a complete converged voice data and feature rich business telephony applications solution for small business and small enterprise branch offices BCM50 gives you the features and applications of traditional small office PBX and key systems plus the new converged value of IP For more information see BCM50 features on page 20 BCM50 hardware BCM50 as shown in Figure 1 is available in six configurations BCM50 The compact main unit suitable for networks where you do not require integrated data routing capability or if your networks already have an IP network BCM5S0a Includes an ADSL router BCM50e Includes an integrated Ethernet router BCM50b Includes an integrated Dual ISDN S T BRI BCM5SObe Includes an Ethernet router and a Dual ISDN S T BRI BCM5SOba Includes ADSL router and a Dual ISDN S T BRI System Overview 10 Chapter 2 System Overview Figure 1 BCM50e For more information see BCM50e and BCM50a BCM systems with integrated routers on page 13 or BCM50b BCM50ba and BCM50be BCM systems with integrated BRIs
46. eycode which can only be reset by Nortel support which impacts installation time potential miss customer delivery of system and cost of ownership Security enhancements In addition to the enhancements mentioned in SIP trunk authentication on page 22 BCM50 3 0 includes these new security enhancements NN40020 200 System Overview Chapter 2 27 Last failed login time The last failed login time information is added to the current user panel in BEM and displays the last time the login was attempted and failed Web access on Secure Socket Layer Version 3 BCM50 3 0 sets the default Secure Socket Layer SSL protocol to SSLv3 for Web access Platform accounts Platform accounts are integrated accounts that allow access to BEM and other functions based on privileges The maximum number of accounts is increased to 280 active accounts for each BCM User ID length The maximum character length for the user ID is 128 characters Microsoft Vista operating system BCM applications for BCM50 support the following Vista versions Windows Vista Business Windows Vista Ultimate and Windows Vista Enterprise BCM applications support both 32 bit and 64 bit versions of Windows Vista except for the following limitations The CTE TAPI option is not supported by the 64 bit version of Windows Vista x64 e Personal Call Manager is not supported by the 64 bit version of Windows Vista x64 e Reporting for Contact Center is not suppor
47. f the voice quality of the network and to help diagnose voice quality issues The alarms include extensive call quality information in accordance with IETF RTCP XR RFC 3611 PVQM on BCM50 e provides the ability to monitor the quality and integrity of IP based voice networking isasignificant differentiator in VoIP convergence network sales with its market leading proactive focus on every call e mitigates customer issues to determine whether the data network or the BCM is at fault when call quality issues situations occur e provides consistency in the QoE solution across Nortel enterprise call servers to facilitate mixed network deployments Ad Hoc conferencing Currently the BCM supports three party conferencing Ad Hoc Conferencing extends this capability to support multi party conferencing Ad Hoc conferencing e provides a user interface model which is similar to the current F3 conference e ensures no impact on the user s feature button footprint that is no requirement exists for additional IC keys or for an additional feature key e provides the current three party conferencing capabilities allowing users the flexibility to have larger multi party conferences e supports up to 18 simultaneous participants on multiple conferences Meridian Customer Defined Network Trunk Anti Tromboning with integrated applications The BCM currently uses Meridian customer defined network MCDN signaling to optimize network resource us
48. h set based administration you can manage core telephony voice mail services IP network settings keycode entry admin password change modem on or off Support is available for multiple languages consistent with Norstar set based administration NN40020 200 System Overview Chapter 2 43 Business Element Manager Business Element Manager provides access to BCM50 information in a new off box management architecture Element Manager has a task based interface for ease of use see Figure 9 If you use Business Communications Manager Unified Manager performing common BCM50 programming tasks is easy fast and information rich with Element Manager which requires minimal clicking through the interface to perform tasks You can access any programming screen in three or fewer mouse clicks Programming data is enhanced in the Element Manager to quickly show all the associations between data in the form of tables This eliminates looking in multiple places to obtain a system view of the programming Figure 9 Business Element Manager interface BCM Element Manager 192 167 131 30 BUE 5 x File Edit View Metwork Session Tools Help A ext de Cut G Copy E Paste Web Page of validate Device YG Disconnect Ay Refresh f nuto refresh Element Navigation Panel E3 fy Network Elements agg ecm B BCM 4 0 H S BCMSO 2 0 3 4 BCMSO 3 0 Task Navigation Panel System Identification Configuration
49. hyprid configuram au nde eee Saca acia eh nde atte m Eo a ROREM des 57 e L T E a E E E E E a E E EE SET 59 NN40020 200 Chapter 1 Getting started About this guide This system overview gives a high level understanding of the core capabilities and features of the Business Communications Manager 50 BCM50 3 0 In addition it indicates the features not supported with the BCM50 3 0 Audience This overview is for installers network administrators and others who are interested in the BCM50 Acronyms Following is a list of acronyms used in this guide Acronym Description ADID Analog Direct Inward Dial AMIS Audio Messaging Interchange Specification APAC Asia Pacific BCM Business Communication Manager BRI Basic Rate Interface CALA Caribbean and Latin America CCR Custom Call Routing CDC Compact Daughter Card CDR Call Detail Records CIM Common Information Model CTI Computer Telephony Integration DMTF Distributed Management Task Force DSP Digital Signal Processor DTMF Dual Tone Multi Frequency EU European Union FEPS Functional Endpoint Proxy Server System Overview 6 Chapter 1 Getting started Acronym Description FR Frame Relay FRU Field Replacable Unit GASI Global Analog Station Interface GASM Global Analog Station Module
50. k For more information see Mounting kits on page 19 An optional patch field that provides RJ 45 connectors for all main unit trunk and station interfaces is also available NN40020 200 System Overview Chapter2 11 BCM50 supports the complete range of IP telephony capability offered by existing BCM products These features are enabled through keycodes and require no additional hardware e VoIP Gateway H 323 or SIP up to 12 VoIP trunks e VoIP Telephony Clients up to 32 VoIP Telephony clients that support the IP Softphone 2050 client the Mobile Voice Client 2050 and the complete range of Nortel IP phones e SIP Gateway trunks up to 12 SIP trunks BCM50 physical dimensions BCM50 has a compact plastic enclosure so that you need not add hardware to enable features and applications The compact size and flexible installation options support fast installations and accommodate the diverse environmental and physical conditions of small businesses The following table describes the physical dimensions of the BCM50 main unit and expansion unit Dimensions BCM50 main unit BCM50 expansion unit Height 2 in 5 1 cm 2 in 5 1 cm Width 8 5 in 21 6 cm 8 5 in 21 6 cm Depth 12 5 in 31 8 cm 12 5 in 31 8 cm The BCM50 main unit and expansion unit design features include in following components e external power supply e stackable units e rubber feet that allow unit installation on a desk
51. laces the BCM 3 x CallPilot Mailbox Manager In particular you can administer the following features through a browser e Off Premise Notification settings e Password e Outbound transfer settings e Spoken name import export play and record e Primary Alternate and Personal Greetings import export play and record e Personal Attendant DN System Overview 46 Chapter 2 System Overview Fax settings if fax messaging keycode is applied Call forward to voice mail and display CLID Note You can administer same items with F981 Currently you can administer only subscriber mailboxes the general delivery mailbox and the system administrator mailbox through the Mailbox Manager application The main page shows your mailbox status information such as whether the telephone is forwarded the mailbox is full the number of broadcast messages new messages and how many are urgent saved messages unsent messages if you use the CallPilot user interface new fax messages and saved fax messages A warning appears about an Off Premise Notification destination and the outbound transfer having failed If you use the alternative greeting an indication of its use is presented with an indication of whether messages are being accepted Figure 10 Mailbox Manager main page Mailbox Manager features My Mailbox Information about the mailbox includes the number of each type of messages if more then one message and other information
52. lbox displays useful messages to help you familiarize yourself with lesser known features You can use the Off Premise Notification to be notified at a location different from your telephone when you receive a new or an urgent message You can use the Outbound Transfer to allow your callers to reach you at a destination different from your telephone by the pressing a key Off Premise Notification Use Off Premise Notification OPN to enter a destination that can be an extension an external number or a pager number You can turn notifications on or off apply start and end times and select a message type Outbound Transfer You can enter an extension number as your outbound transfer destination or a telephone number to for outbound calling Greeting and Spoken Name You can use the greetings and spoken name page to record or re record your spoken name standard greetings primary and alternative and three personalized greetings For each spoken name and greeting a guide text informs you whether the spoken name and greeting are recorded Personal Attendant You can select the system attendant as your personal attendant default setting or you can enter a specific extension System Overview 48 Chapter 2 System Overview Fax Setting Use the Fax Setting page to enter a destination where faxes can be printed The destination can be an extension or a telephone number if outcalling is enabled For users without th
53. ltiple logical and physical entities to manage by a single SNMP agent System Host MIB RFC 2790 MIB for to manage host systems defines a set of objects common across many computer system architectures that are useful to manage host computers such as memory and CPU SmallSiteEvent MIB for traps RFC 2261 SNMP Framework MIB BCM50 adopts the Common Information Model CIM standard according to the industry standards organization Distributed Management Task Force DMTF which provides a modeled method to manage system programming parameters BCM50 uses the transport mechanism CIM operations over HTTP using XML also referred to as CIM XML The BCM50 CIM XML interface provides a consistent way to manage data on the device whether by the BCM50 Element Manager NCM or third party network or service management applications Log management BCM50 log management includes in addition to the component logs that BCM200 and BCM400 systems provide security logs configuration change logs alarm logs and system logs Set based administration BCM50 gives you the ability to use a telephone interface to program much of the BCM50 system Set based administration benefits include BCM50 installations that have no TCP IP connectivity BCM50 installations where the installer has no on site access to a computer installers who prefer the speed of programming using set based administration installers who are familiar with the Norstar interface Wit
54. m a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Support Web site and have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller NN40020 200 Chapter 2 System Overview Business Communications Manager 50 3 0 BCM50 3 0 introduces software enhancements including Session Initiated Protocol SIP trunking to the BCM50 Platform This release introduces no hardware modifications This release of BCMS50 introduces the following enhancements Enhancements to the SIP trunk solution Introduction of new IP sets and accessories the 1200 series IP sets the 1110 IP set and the expansion module for the 1120E and 1140E sets Introduction of n
55. n Module e IP 12xx Key Expansion Module with Display The IP phones incorporate network management and security enhancements You can upgrade the firmware with a patch or call sever release that provides the following enhanced VLAN configured manually or with DHCP and PC VLAN configured manually tagging e enhanced display for local Network Diagnostic Utilities For additional terminal and mobility supported devices see the BCM compatibility matrix on page 53 Global markets BCM 50 voice prompts which were introduced in BCM 4 0 include Polish Finnish Korean Turkish and Czech The following additional capabilities are available e addition of second dial tone for PRI BRI In some markets a PBX must provide a local tone to the originating party as opposed to the central office This feature adds the ability to provide the local tone e increased public received digit length from 7 to 12 digits Some markets require more than public received digits to support dial plans BCM50 regional bundles for APAC and EMEA are updated to include the GATI or BRI keycodes to replace expansion chassis and BRI MBM where applicable System Overview 38 Chapter 2 System Overview SRG50 Global Bundles are maintained and updated SRG50 users geographic localization enhancements of BCM50 Localization is a key goal for BCM50 Onboard Analog and BRI trunk profiles are localized to new markets to offer an integrated
56. nt Yes with exception See Unified Messaging Client exceptions page 29 Call Pilot Manager Yes Multimedia Contact Center agent and Yes caller Mailbox Manager Yes WinHIp32 exe help file exception WinHlp32 exe previously used to display the help files hlp files is not included in Microsoft Windows Vista The Windows Help program does not ship as a component of Vista Also third party programs that include hlp files are prohibited from redistributing the Windows Help program with their products To view 32 bit hlp files you must download the program from the Microsoft Download Center and then install it on your computers VPN exceptions The Nortel VPN Client for Vista has the following limitations e The Nortel VPN Client must be run as an administrator UAC always prompt for elevation when it runs NN40020 200 System Overview Chapter 2 29 e The VPN Client installs and runs only as an application This is due to Vista services hardening and the deprecation of the GINA infrastructure e Support exists only UDP encapsulation This is due to changes in the Microsoft stack which prevents ESP packets from reaching the VPN driver as it is currently implemented Enable UDP encapsulation in the Contivity switch group profile For Vista users the NAT Traversal setting must have any value other than Not Allowed Unified Messaging Client exceptions The Unified Messaging Client requires a new c
57. ntralized voice mail applications NCRI MWI using the SIP messaging protocol By making these capabilities available using the SIP protocol you can begin to transition your network to the latest standard Security BCM50 3 0 security enhancements are an extension of the BCM50 platform The new Security enhancements on page 26 include the new features The following section describes the main security features with BCM50 e User account access management on page 35 e Secure interface and audit logging on page 36 User account access management This feature significantly improves BCM user account access management by enhancing password session account authentication and access management These improvements align the BCM with the security enhancements introduced with BCM50 and add incremental capabilities Password Management and Policy Enhancements include Minimize the vulnerability of passwords password characteristics are now more stringent length criteria password aging history and change notification added System Overview 36 Chapter 2 System Overview forced password change on initial login password storage hashing with Secure Hashing Algorithm 1 SHA1 Session Management Enhancements minimizes the vulnerability of logged on sessions for idle session time outs Account Management includes Minimize the vulnerability of User IDs Automatic disabling of unused accounts S
58. of BCM50 element management e Network Configuration Manager on page 45 for multi element support Ease of installation BCM50 installation easy with innovative hardware and management tools The simple rack and stack nature of BCM50 physical installation with the multipurpose RJ 45 based connector strategy provides easy installation The dedicated RJ 45 port for management access provides easy access to the unit for on site PC based element management tasks For BCM50 installations that require data networking IP sets or VoIP trunking BCM50 can function as a DHCP client to a network DHCP server for automated IP address assignment BCM50 can also function as a DHCP server to provide both IP phones and a directly connected Element Manager PC with the IP configuration You can perform all configuration using the Business Element Manager on page 43 Startup profile To accelerate the initial installation programming of system level parameters you can use the Startup Profile to quickly place the BCM50 in a basic operational state ready to program without having to use Element Manager or set based administration NN40020 200 System Overview Chapter2 41 The Startup Profile is an easy to use template you can datafill using Microsoft Excel The Startup Profile provides a quick interface to define for example the following parameters System profile including country telephony template and key voice mail attributes
59. ompatible fax driver from ImageMaker CallPilot Desktop Messaging 4 0 does not support Groupwise 7 x on Vista You can download Windows Help that is used by CallPilot help from the Microsoft Download Center The Desktop Messaging installation can appear to be stalled for several minutes when you are completing the installation process Vista Windows Mail purge messages fails because of Microsoft limitations To avoid this failure and keep deleted messages in your Inbox navigate to Tools gt Options gt Advanced Deselect the Use the Deleted Items Folders with IMAP accounts check box To show deleted messages in your Inbox navigate to View Current View Select the Deleted Messages check box Existing features In addition to the new features introduced with BCM50 3 0 BCM50 includes features that are present in previous versions These include BRI version on page 31 R2MFC MBM support on page 31 EU compliant routers M222 and M252 firmware on page 31 WAN failover on page 32 Integrated Services Digital Network Basic Rate Interface dial up support on page 32 Network Configuration Manager support for BCM50 on page 32 Global Analog Trunk Interface localization on page 32 Analog Direct Inward Dial Media Bay Module on page 32 8x16 Media Bay Module on page 33 Next generation IP phones on page 33 SIP and H 323 interoperability on page 33 Hardware inventory on page 33 Proactive Voice Qualit
60. on Network Configuration Manager NCM to manage their multisite BCM200 400 network Designed to provide a system wide perspective for up to 2000 BCM devices NCM is a centralized database that stores information about every Business Communications Manager device on your network NCM for BCM50O includes centralized backup and restore management common file distribution for example system greeting files parameter configuration and automated software update distribution You can manage large BCM50 networks and mixed BCM50 200 400 networks using the NCM BCM50 applications BCM50 has a wide range of applications You enable these applications through keycodes and you require no additional hardware BCM50 provides 10 ports to connect to CallPilot and Intelligent Contact Center Each port supports one connection to an application For example four callers can leave voice messages and two callers can be in the autoattendant while four callers listen to voice messages The number of ports can support a fully configured a BCM50 system with a full complement of voice mailboxes BCM50 is delivered with Mailbox Manager and CallPilot Keycoded CallPilot options are also available as are other BCM50 applications such as Meet Me Conferencing LAN CTE Personal Call Manager and Call Detail Recording Meet Me Conferencing For information on this new feature see Meet Me Conferencing on page 22 Mailbox Manager Mailbox Manager directly rep
61. p System Overview 44 Chapter 2 System Overview Log management for off box transfer of logs including component logs and administrator logs such as alarm log security log configuration change log and system log Software management tools for software updates for example for corrective software and software upgrades Backup and restore You can schedule full back ups with the option of excluding certain components which are presented in the user interface A scheduled backup provides the ability to routinely perform a backup which you can save on the BCM50 hard drive or transfer to an off box destination such as network folder FTP server or locally attached USB storage device For backup and restore software management and log management a flexible set of source and destinations is supported along with protocols to access them For example you can save backups from the BCM50 to either the USB port the Element Manager client PC on demand only a shared drive available on the network or a remote FTP server Software updates To ensure that BCM50 maintenance costs are low even in an environment of security and corrective content updates the BCM50 handles software updates as follows You can download software updates to the BCM50 either on demand or according to a schedule from a USB port a shared network drive a remote FTP server or a client PC Update software is automatically checked against the BCM50 software
62. re busy Agent Profile Report e Can now report on multiple skillsets e Added not available time ringing time supervisor monitoring time internal transactions and non CC transactions Real Time reports e Added new agent states ringing and not available New Agent selection method e Greater flexibility in what agents reports will be reporting on and allows Agent Reports to be generated by individual agents as well as skillsets Activity Reporter For information about the Activity Reporter and Activity Reporter Basic features see the Activity Reporter Administration Guide and the Activity Reporter User Guide System Overview 26 Chapter 2 System Overview Operability enhancements Power On Self Test logging Power On Self Test POST is a set of hardware tests occurs early in the system boot cycle The data from these tests will be captured and published to the standard log system when the boot cycle is complete When there is failure from POST alarms and SNMP traps will be raised through existing DiaLogger component When BCM 50 is powered up it goes through a number of POST to validate the system Results from the POST are currently displayed on the serial port in real time If there are any failures the results are also captured on Flash It is desired to capture all POST results whether they are passed or failed so that all results can be displayed at a later time for analysis The solution provided here is a compl
63. skillset basis The enhanced capability provides more flexibility for the Intelligent Contact Center manager as each skillset can have different Primary and Secondary Alerts based the characteristics of the skillsets For some skillsets it may be acceptable to expect and tolerate longer wait times then others As such the Primary and Secondary Alerts can be established specifically for each skillset NN40020 200 System Overview Chapter 2 25 Reporting for Contact Center There are many enhancements to the Reporting for Contact Center included in BCM50 3 0 These include additional information to existing reports more flexibility in how reports are generated and a new Call Audit that provides a complete view of everything that occurs on a call from the moment it arrives in the Contact Center until it leaves These enhancements include Call Audit Report e This is a new cradle to grave report Answered Call Report e New report that reports CLID and DNIS of answered calls Agent Audit Report e New ringing and not available fields Abandon Call Report e Added DNIS and Skillset fields Agent Activity Report e Added available time not available time and ringing time fields Agent Average Report e Added internal transactions non CC transactions not ready time not available time ringing time and supervisor monitoring time Agent Capacity Report More granularity e Breaks down the instances and time based on each time all agents a
64. solution without dependency on external MBMs for small sites This solution offers easy installation improved margins and a competitive offer in global regions The following country matrix table reflects new analog BRI and country support in BCM50 Table 1 Country matrix Trunks MBM Region GATM GATI BRI R2MFC DID N America Yes EMEA UK Yes Yes Poland Yes Yes Bahrain DS Yes Yes Saudi Yes UAE Yes Qatar Yes Ireland DS CLI Yes Yes South Africa Yes Spain Yes France Yes Russian Yes Federation Turkey Yes Greece Yes Egypt Yes Kuwait Yes Switzerland Yes Sweden Yes Norway Yes Netherlands Yes Italy Yes Germany Yes Denmark Yes Belgium Yes Austria Yes NN40020 200 System Overview Chapter 2 39 Trunks MBM Region GATM GATI BRI R2MFC DID CALA Caribbean Yes Mexico DS Yes Brazil Yes Yes Chile Yes Argentina Yes Colombia Yes Venezuela Yes GC Hong Kong DS CLI DS CLI PRC DS CLI DS CLI Taiwan DS CLI Yes APAC Australia Yes Yes New Zealand Yes Korea sameas Yes BCM50 1 0 India same as Yes BCM50 1 0 Support security and servicing BCM50 provides solutions for client support replacement parts upgrades and enhanced servicing Client operating system support BCM50 supports Microsoft Windows 200
65. ted by the 64 bit version of Windows Vista operating systems e CallPilot Desktop Messaging 4 0 does not support Groupwise 7 x on Windows Vista operating systems e The IP SoftPhone 2050 is not supported by the 64 bit version of Windows Vista operating systems e VPN client is not supported by the 64 bit version of Windows Vista operating systems BCM50 application Vista compatible Activity Reporter and Activity Reporter Yes Basic Business Element Manager Yes BCM Monitor Yes CDR Yes CDR Pull Client Yes CDR Livestream Yes System Overview 28 Chapter 2 System Overview BCM50 application Vista compatible Desktop Assistant Pro Digital Mobility Controller Yes with exception See WinHIp32 exe help file exception page 28 Yes Digital Mobility Service Tool Yes IP Softphone 2050 Yes 32 bit version only IP client 2050 v2 and QoS Yes ipView Software Wallboard Setup and Yes Operation Guide LAN CTE Yes LAN CTE Client Yes LAN CTE TAPI Service Provider Yes 32 bit version only NCM server and client Yes VPN Yes Nortel VPN Client v6 07 32 bit version only See WinHIp32 exe help file exception page 28 and VPN exceptions page 28 for known issues Personal Call Manager Yes 32 bit version only Reporting for Contact Center Yes SSH Client Yes Startup Profile Template Yes Unified Messaging Clie
66. th integrated BRI in place of integrated GATI e keycode BRI ports Figure 5 BCM50b Front panel BCM50ba The BCM50ba Main Unit provides similar functionality to the BCM50a main unit The difference is that the BCM50ba main unit has two integrated BRI ports that replace the four analog lines on the RJ 21 telephony connector Figure 6 BCM50ba Front panel BCM50be The BCM50be Main Unit provides similar functionality to the BCM50e main unit The difference is that the BCM50be main unit has two integrated BRI ports that replace the four analog lines on the RJ 21 telephony connector Figure 7 BCM50be Front panel an i T T np a B5 we System Overview 18 Chapter 2 System Overview BCM50 expansion unit and media bay modules You can expand BCM5O trunk and station capacity by connecting up to two external BCM50 expansion units Expansion ports on the BCM50 are enabled through keycodes The expansion unit fits easily with the BCM50 and is easy to integrate and install using the wall mount and rack mount accessories The expansion unit connects to the BCM50 using an RJ 45 CATS cable and uses its own external power supply both of which are provided with the expansion unit Each expansion unit can support one Media Bay Module MBM and the same modules currently supported in the BCM products BCM50 supports the following Media Bay Modules 4x16 Combo 4 analog tr
67. the Transfer Target and replaces the Transfer Target s call with the TransferOR SIP proxy failover A new setting called Route all calls using proxy on the SIP Proxy tab in the Business Element Manager determines whether to ignore the Routing Table for SIP calls With SIP proxy failover the SIP Proxy configuration is used The SIP Proxy Domain is mandatory and is used in SIP message headers A dedicated SIP Proxy Agent provides outbound proxy failover The SIP Proxy Agent runs within the SIP Component of the FEPS process on the BCM To provide an alternative call route to a destination the SIP Proxy Agent interacts with the Functional Endpoint Proxy Server FEPS during outgoing SIP trunk call setup When proxy failover provides no on demand SIP proxy information the SIP Proxy Agent interacts with the SIP facilities within the FEPS to periodically poll each configured SIP proxy server to maintain the up or down status of each server RFC 2833 With RFC 2833 the BCM SIP gateway can send and receive Dual Tone Multi Frequency DTMF digits on SIP trunks using RFC 2833 This feature does not apply to H 323 For outgoing digits received the core software enters the digits as DTMF The Digital Signal Processor DSP intercepts the digits and encodes and them as described in RFC 2833 This is required in both short and long tone mode whenever the media path goes through the BCM When the media path does not go through the BCM the short tone
68. til they manually take themselves out of the not ready mode This enhancement provides an administrable timer that when the timer has expired the agent will be made active and receive calls The agent does not have to manually make themselves available Not Ready Audible Notification When an agents is placed into the Not Ready Mode the agent receives an audible and visual reminder that they are in the not ready mode This is an enhancement to BCM50 2 0 where only a visual reminder is provided Agent Break Time Configurable on Agent Basis This enhancement allows the Agent Break wrap time Time to be configurable on an agent by agent basis The Agent Break Time is the time that the agent is automatically taken out of the skillset after completion of a call Typically this time is required to complete paper or other activities associated with the call Currently Agent Break Time is only configurable on a skillset basis This provides more flexibility to call centre manager enabling individual agents to have different break times based on their experience and or other needs Primary and Secondary Alerts Configurable on a Skillset Basis Primary and Secondary Alerts are now configurable on a skillset by skillset basis Primary and Secondary Alerts provide visual indication when calls have been waiting beyond specific thresholds to agents and supervisors In BCM50 2 0 the Primary and Secondary Alerts are configurable on a system wide basis not on a
69. top or a shelf e optional wall mount bracket e optional rack mount shelf System Overview 12 Chapter 2 System Overview BCM50 physical interfaces The BCM50 interfaces preclude the need for additional hardware See Figure 2 for a graphical representation of the BCM50O interfaces Figure 2 BCM50 Front panel and interfaces Retention clip nerts mounting hole Ae 1 le 19 V DC power Status RJ 21 telephony connector power LED analog trunks digital stations analog stations music on hold Expansion ports um page out aux relay OA amp M port 2 port 3 Music In port O Reset switch Your BCM50O is equipped with these interfaces e Twelve digital station ports support the complete line of Business Series Telephones These ports are accessible through the front panel RJ 21 connector and are enabled through keycodes e Four Analog Loop Supervised Trunks These ports are accessible through the front panel RJ 21 connector and are enabled through keycodes e Four Analog Station interfaces with message waiting and CLID support These ports are accessible through the front panel RJ 21 connector and are enabled through keycodes e Page and auxiliary relay output on the front panel RJ 21 connector e Three port 10 100 Ethernet switch with automatic sensing and automatic polarity Two of these ports support connecting optional expansion units e One 10 100 Ethernet port reserved for direct
70. unks 16 digital stations North America only 8x16 combo 8 analog trunks 16 digital stations ADID4 and ADID8 modules North America only ASMS 8 port analog station interface North America only CTMA 4 port CLID trunk module North America only CTMS 8 port CLID trunk module North America only DTM digital trunk module BRI ISDN Basic Rate trunk module DSM16 16 port digital station module DSM32 32 port digital station module GATMA 4 port global analog trunk module GATMS 8 port global analog trunk module GASMS 8 port global analog station module R2MFC Figure 8 BCM50 Expansion unit ejector Expansion port to main unit NN40020 200 System Overview Chapter 2 19 Mounting kits Businesses can have a range of physical environments in which the system must be installed The BCM50 has optional accessories you can use to tailor the installation to the needs of the location Small System Wallmount Bracket You can use this optional bracket to mount the BCMBO and expansion unit on a vertical surface Attach the bracket to the surface and hang the BCMBO from the bracket The details on the bracket ensure that the BCM50 securely locks into place The bottom of the bracket includes a covered cable tray to organize cables An optional add in card that mounts into the cable tray is available to provide RJ 45 connections for the main unit trunk and station interfaces
71. work groups Auto Attendant Auto Attendant is the CallPilot answering service that promptly answers your business calls 24 hours a day with a company greeting plays a list of options to callers and performs call routing functions in response to caller selections Custom Call Routing Custom Call Routing CRC enhances the Auto Attendant menu with custom menus and information messages With CCR you can determine the menu commands and record the voice prompts that guide callers along call paths Fax Answering Outside callers use Fax Answering to send faxes to the main site telephone number Fax Answering is available even if you do not have the Fax option installed on your system With Fax Answering a fax call that arrives through the Auto Attendant or CCR is transferred to a specified extension CallPilot options CallPilot has options that enhance your office communications You need a keycode to enable a CallPilot option Contact your vendor to purchase a software authorization code Message networking Message networking links your BCM50 system with other voice mail systems and allows the exchange of voice messages between users at different sites CallPilot supports Voice Profile for Internet Mail VPIM and Audio Messaging Interchange Specification AMIS networking For more information see the CallPilot Message Networking Set Up and Operation Guide Fax Fax is a CallPilot option that enhances your office communications
72. y Monitoring on page 33 Ad Hoc conferencing on page 34 Meridian Customer Defined Network Trunk Anti Tromboning with integrated applications on page 34 Session Initiated Protocol on page 35 Security on page 35 Terminal and mobility support on page 37 System Overview 30 Chapter 2 System Overview e Global markets on page 37 The following table summarizes the existing BCM50 features and capabilities For new features and capabilities introduced with BCM50 3 0 see New features on page 20 BCM50 existing features Core Telephony IP Telephony Digital Mobility Doorphone Ad Hoc Conferencing New Zealand Mexico Poland profile updates GASM Poland and Australia CLIDGATx Bahrain Ireland Hong Kong and Peoples Republic of China GATI profiles United Kingdom Poland Mexico Taiwan Brazil Australia and New Zealand Modem answer on CLID feature WLAN IP Phones IP Phone 2007 IP Audio Conference Phone 2033 IP Softphone 2050 IP KEM IP Phone 1120E IP Phone 1140E SIP trunk features H323 Interop SNO8 SNO9 SEO9 SIP H323 Interop CS1K 4 5 5 MCS5100 3 5 and 4 0 IP Phone 1110 IP Set Firmware SIP H323 Interop BCM 4 0 and BCM 3 7 Management PVQM Citrix of Element Manager Remote and Scheduled Upgrade NCM Support ISDN Dial up Data and Security Security WAN Failover EU routers with Contivity v2 5 and VPN Client Termination NN40020 200

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