Avaya BCM Find Me/Follow Me User's Manual
Contents
1. 1 Launch Callpilot Manager either from Business Element Manager or by downloading the application from the BCM Web site If you launched CallPilot Manager manually enter the administrator user name and password If you launched CallPilot Manager from Business Element Manager you are already logged on Click Submit Adding a schedule You can create up to five schedules to determine when you want Find Me Follow Me to ring the configured external destination numbers for a Find Me Follow Me enabled mailbox Perform the following procedure to configure schedules Prerequisites You must be logged on to CallPilot Manager as an administrator The mailbox you are editing must belong to a Find Me Follow Me enabled Class of Service Procedure steps 1 a A OW N on O 11 12 From the CallPilot Manager main page click the Mailbox Administration link located in the left pane Click Change Delete Mailbox Click Change beside the mailbox you want to edit In the Find Me Follow Me field click Change The Find Me Follow Me page appears From the Schedule List table select the schedule you want to modify 1 through 5 and then click Change The Add Schedule screen appears Enter a name for the schedule in the Name field Select the check box beside the days you want to enable on Find Me Follow Me Enter the start time format HH MM for the schedule Enter the end time format HH MM for the schedule Click Submit to s2. BT PRI i e it dials out then the CLID displayed will be that of the BT PRI not of the BT analogue line because the BT network overwrites the CLID This is not a product fault and the behaviour will vary depending on the PSTN provider Feature 960 You can continue a Find Me Follow Me call on any of the configured Find Me Follow Me external destination numbers by pressing the Find Me Follow Me feature code F960 by default on the desk set primary or alternate extensions based on where you answer the call Pressing F960 again returns the call to the extension where it was originally answered At this point pressing F960 again will hand the call off to the external destination you previously selected There are rare occurrences where the F960 feature code can be in use by another application prior to the first NN40010 678 startup of the FM FM application In this case the FM FM tries the next numeric feature number F961 and so on up to F969 until it locates a free feature code Users cannot handoff conference calls from desk set to mobile phone In this case Conf Not Allowed appears on the desk set display Set restrictions Find Me Follow Me Find Me Follow Me recognizes the user s set restrictions If a user attempts to enter an external destination number that they do not have permission to dial the error message You are not allowed to dial the number you specified appears Virtual Terminal usage For Find Me
3. Follow Me to operate you must correctly configure LAN CTE Virtual Terminals You can configure the number of Virtual Terminal resources available for use by Find Me Follow Me in Callpilot Manager see Configuring the maximum available Virtual Terminals on page 10 Each Find Me Follow Me session uses a Virtual Terminal line that must be configured to grant it access to dial out on trunks For more information about configuring Virtual Terminals for use by Find Me Follow me see Configuring the maximum available Virtual Terminals on page 10 and Configuring Virtual Terminal resources on page 10 Find Me Follow Me User Configuration You can configure up to five external destination numbers and five schedules for any user with a Find Me Follow Me enabled Class of Service from Callpilot Manager Perform the following procedures to configure Find Me Follow Me external destinations and schedules Note For systems located in Spain Italy or the United Kingdom Nortel recommends disabling Conference Tones through Business Element Manager Navigation e Logging on to CallPilot Manager as an administrator page 3 e Adding a schedule page 4 e Adding an external destination page 5 Logging on to CallPilot Manager as an administrator To make administrative changes to a user s Find Me Follow Me service log on to CallPilot Manager Nortel Business Communications Manager Find Me Follow Me Administration Procedure steps
4. Line Pool Access tab in the bottom pane 16 Click Add 17 Enter the Line Pool you want Find Me Follow Me to have access to 18 Click Ok 19 Repeat step 15 and step 17 for each additional line pool Troubleshooting The following section provides information on troubleshooting Find Me Follow Me issues Navigation e Alarms page 12 Nortel Business Communications Manager Find Me Follow Me Administration 12 Handoff errors page 13 Known issues page 13 Alarms The following table lists Find Me Follow Me specific alarms and their possible resolutions Table 2 Alarm ID Severity Component Problem description Problem resolution name 47000 Warning Remotex Find Me Follow Me User DN Increase the number of lt desk_dn gt Call to destination trunks available for use by lt dest_number gt failed because Find Me Follow Me and there are no available trunks or ensure that the Virtual because Virtual Terminal Terminals have access to lt vt_dn gt is misconfigured the trunks 47001 Warning RemoteX Find Me Follow Me User DN Increase the maximum lt desk_dn gt Call to destination number of Find Me Follow lt dest_number gt failed because Me sessions there are no available Find Me Follow Me session resources 47002 Minor RemoteX Find Me Follow Me Disable applications using Registering Handoff feature F960 failed 47003 Warning Remotex Find Me Follow Me User DN Ensure no
5. 8 to access your mailbox options 3 Press 3 to enable Find Me Follow Me The system plays acknowledgment tone Disabling Find Me Follow Me You can disable Find Me Follow Me at any time from your voice mailbox Disabling Find Me Follow Me disables all schedules Nortel Business Communications Manager Find Me Follow Me Administration Note CallPilot supports two interfaces Norstar Voice mail and CallPilot The Find Me Follow Me feature can be disabled through the mailbox only if it has been configured in Norstar mode Prerequisites e You must be logged on to your voice mailbox e You must have Find Me Follow Me configured in Mailbox Manager Procedure steps 1 Log on to your voice mail using your mailbox number and password 2 Press 8 to access your mailbox options 3 Press 9 to disable Find Me Follow Me An acknowledgment tone is played Find Me Follow Me Administration As an administrator you can grant users permission to create their own external destination numbers and schedules enable and disable Find Me Follow Me based on Class of Service and configure other Find Me Follow Me options Perform the following procedures to configure Find Me Follow Me options Note The Find Me Follow Me feature can only be enabled or disabled through the user voice mailbox if the BCM Voicemail has been configured in Norstar mode This does not work if the BCM Voicemail is in Call Pilot mode Navigation e Enabling Find Me Follow Me fo
6. Nortel Business Communications Manager Find Me Follow Me N ORT E L Introduction Find Me Follow Me allows simultaneous ringing on up to five different external destinations Users and administrators can configure these destination numbers You can configure Find Me Follow Me based on the time and day by configuring schedules Using Find Me Follow Me you can pick up a call either at your primary extension your desk phone for example or at one of the five external destinations such as a cell phone your home phone or another phone When you answer the call at one destination the other alerting calls are disconnected By doing this the Find Me Follow Me feature reduces the chance of missed calls You can then transfer the answered call back and forth between your desk phone and other devices in your list of Find Me Follow Me external destinations Navigation e Find Me Follow Me Fundamentals page 1 e Find Me Follow Me User Configuration page 3 e Find Me Follow Me Operation page 6 e Find Me Follow Me Administration page 8 e Troubleshooting page 11 2 eae O 2 o lt Find Me Follow Me Fundamentals Find Me Follow Me allows simultaneous ringing on up to five different external destination numbers when a call is offered to your desk phone This feature also allows you to transfer answered calls between your desk phone and the FindMe FollowMe destination device you have selected to transfer the call Users and administ
7. analog trunks are lt desk_dn gt Find Me Follow assigned to Find Me Follow Me call connected within Me resources The lt X gt MSECS destination can have a autmated system answering immediately 47004 Warning RemoteX Find Me Follow Me User DN Ensure all external lt desk_dn gt Find Me Follow destination numbers are Me call not allowed to external valid and entered correctly destination lt dest_number gt because of set restrictions 47005 Warning RemoteX Find Me Follow Me User DN Ensure all external lt desk_dn gt Find Me Follow destination numbers are Me call not allowed to external valid and entered correctly destination lt dest_number gt because the destination number is ambiguous 47006 Minor RemoteX Find Me Follow Me Ensure that the Virtual Configuration of Virtual Terminal has three intercom Terminal lt vt_dn gt is wrong keys 47007 Warning RemoteX Find Me Follow Me Virtual Free some unused Virtual Terminal registration failed Terminals or increase the number of Application DNs 47008 Minor RemotexX Find Me Follow Me Enabling Ensure there are sufficient Virtual Terminal lt vt_dn gt Virtual Terminal resources failed available NN40010 678 13 Table 2 47009 Info Remotex FindMe FollowMe Registered No action required Handoff Feature Code lt feature_number gt 47010 Minor VoiceMail VoiceMail Find Me Follow Me Purchase additional Find Insuffici
8. ave the schedule and return to the Find Me Follow Me screen If you want to delete the schedule click Delete under the Commands column After the confirmation box appears click Ok to proceed or Cancel to return to the Find Me Follow Me screen without deleting the schedule NN40010 678 Adding an external destination You can configure up to five external destination numbers for Find Me Follow Me for each mailbox You can configure Find Me Follow Me to always ring these numbers when a call comes into the primary extension or have them set to a predefined schedule After you configure a number it is automatically enabled for Find Me Follow Me Prerequisites You must be logged on to CallPilot Manager as an administrator If you want to have Find Me Follow Me ring the extension based on a schedule you must first configure the schedule The mailbox you are editing must belong to a Find Me Follow Me enabled Class of Service Procedure steps 1 a A OW N From the CallPilot Manager main page click the Mailbox Administration link located in the left pane Click Change Delete Mailbox Click Change beside the mailbox you want to edit In the Find Me Follow Me field click Change The Find Me Follow Me page appears In the External Destination List find the external destination you want to modify 1 through 5 and then click Change under the Commands column From the Answer Mode field select the schedule you want to a
9. e You can configure Find Me Follow Me to simultaneously ring a maximum of five external destination numbers Configured external destination numbers are automatically enabled Analog trunks are not supported for outbound calling Calling Line ID Find Me Follow Me calls contain the prefix gt on the Calling Line ID CLID information for example gt John Smith If no CLID information is available Find Me Follow Me calls appear as FindMe FollowMe The following table illustrates the possible CLID displays when a Find Me Follow Me call is offered to an external destination number for example the CLID display on a cell phone configured as an external destination Table 1 CLID name CLID number CLID passed to external destinations Available Available gt Original_CLID_Name Original_CLID_Number Available Not Available gt Original_CLID_Name Not Available Available gt Original_CLID_Number Not Available Not Available FindMe FollowMe Note For calls coming from Analog trunks the CLID information passed to external destinations will normally be FindMe FollowMe even if the CID Name or Number is available However if your telephone provider overwrites all CLID coming from the BCM then the CLID information displayed will be as if the BCM called not the originator For example if you dial from a BT analogue line into the BCM and the Find Me Follow Me Feature is invoked using a
10. ent Find Me Follow Me Me Follow Me keycodes keycodes Handoff errors The following table lists errors that can occur during a call handoff as well as the possible causes Table 3 Handoff errors Possible Causes Conf Not Allowed Attempting to transfer a conference call Not Allowed Set not programmed for FM FM Find Me Follow Me hand off already in progress Maximum limit of Find Me Follow Me sessions reached Contact Center call The active call is not connected alerting or originating Handoff Failed Consult alarm log for cause Ambiguous Occurs if there are multiple sessions at an external destination It is ambiguous as to which call should be handed off No Calls No call to han off to remote destinations and no calls to pull back from external destination Known issues If Personal Call Manager PCM or In Touch transfers a call while a user is performing a handoff the handoff fails Nortel Business Communications Manager Find Me Follow Me Administration 14 www nortel com Copyright 2009 Sourced in Canada Document number NN4001 0 678 Standard Version 01 04 December 2009 NN40010 678
11. inals Find Me Follow Me uses DNs with the Application Name FMFM and you must configure them Each Find Me Follow Me session uses a Virtual Terminal DN that must be configured to grant it access to dial out on trunks NN40010 678 11 Prerequisites e Find Me Follow Me authorization codes up to 300 must be installed on the BCM system e Ensure DNs have at least three intercom keys e Ensure Maximum Find Me Follow Me Sessions is greater then zero e Ensure each line has access to trunks for external dialing For more information about routing configuration for BCM450 systems see the planning and engineering guide telephony configuration guide or networking configuration guide for your BCM system Procedure steps Log on to Business Element Manager Browse to Configuration gt Telephony gt Sets gt Active Application DNs Select the DN you want to configure then the Capabilites and Preferences tab Double click the Intercom Keys field and set the number to 3 Under the Capablilites tab bottom half of the screen clear DND Busy Clear Auto hold for incoming page Clear the Page Zone field Make sure the Auto Hold field is set O N Oo a FP QHN Select the Line Access tab 10 Select the Line Assignment tab in the bottom pane 11 Click Add 12 Enter the DN number of the line you want Find Me Follow Me to have access to 13 Click Ok 14 Repeat step 10 and step 12 for each additional line 15 Select the
12. ls sent from Find Me Follow Me as well as the current call to the primary extension are disconnected The call continues on the current set NN40010 678 Transferring a call from an external destination number to the primary extension If you are currently on a call on one of your external destination numbers you can transfer it back to your primary extension at any time during the call This feature is only available for Find Me Follow Me calls Prerequisites There must be a free key on your primary extension for where you want to transfer the call e You must be using the primary set or an alternate set associated to an external destination number Procedure steps 1 On your desk phone press Feature 960 OR If you are using an analog set press Link 960 Find Me Follow Me pulls the call back to your primary extension The call disconnects from the previous extension Enabling Find Me Follow Me You can enable Find Me Follow Me at any time from your voice mailbox Enabling Find Me Follow Me enables all schedules Note CallPilot supports two interfaces Norstar Voice mail and CallPilot The Find Me Follow Me feature can be enabled through the mailbox only if it has been configured in Norstar mode Prerequisites e You must be logged on to your voice mailbox e You must have Find Me Follow Me configured in Mailbox Manager Procedure steps 1 Log on to your voice mail using your mailbox number and password 2 Press
13. nations Select the Max Find Me Follow Me Calls Per Set This option determines the number of inbound calls that can receive Find Me Follow Me treatment maximum of three Note Having the number of Find Me Follow Me Calls set to 1 will prevent analog sets from perfoming handoff Link 960 to retrieve a call That value should be set to two or three for analog sets 7 Click Submit to save your changes and return to the Class of Service page Changing a user s Class of Service After you have enabled Find Me Follow Me for a Class of Service you must change the user s Class of Service before they can use the feature Prerequisites You must be logged on to Callpilot Manager as an administrator You must have an available Find Me Follow Me seat on your keycode Procedure steps 1 a Ff O N From the CallPilot Manager main page click the Mailbox Administration link located in the left pane Click Change Delete Mailbox The Mailbox List screen appears Click Change beside the mailbox you want to edit The Subscriber Mailbox screen appears Select the appropriate Class of Service number from the Class of Service field Click Submit to save your changes and return to the Mailbox List screen Nortel Business Communications Manager Find Me Follow Me Administration 10 Including Find Me Follow Me call details in CDR records You can specify if Find Me Follow Me call details are included in Call Detail Recording CDR Rec
14. ords through Business Element Manager For more information about CDR see Call Detail Recording Administration Guide NN40020 605 Prerequisites e You must be logged on to Business Element Manager Procedure steps 1 Under the Configuration tab select Telephony gt Call Detail Recording The Call Detail Recording pane appears Click the Report Options tab Under Report Content select the Find Me Follow Me records field CDR records now include Find Me Follow Me call details Configuring the maximum available Virtual Terminals Perform the following procedure to configure the maximum number of Virtual Terminals available for Find Me Follow Me to use Prerequisites e The maximum number of Virtual Terminals must be between 0 and the system maximum Procedure steps 1 Log on to Callpilot Manager 2 Click System Properties under the main menu The System Properties screen appears 3 Enter the maximum number of Virtual Terminal seats you want available for Find Me Follow Me to use between 0 and the system maximum in the Maximum Find Me Follow Me Sessions field 4 Click Submit to save your changes Configuring Virtual Terminal resources Perform the following procedure to configure Virtual Terminal resources for Find Me Follow Me to use for external dialing You can find a list of Virtual Terminals being used by Find Me Follow Me in Business Element Manager under Configuration gt Applications gt LAN CTE gt Virtual Term
15. pply to this destination or if you want all calls to ring on this external destination at all times select Always Enter the telephone number you want Find Me Follow Me to call when a call comes into your primary extension For telephone numbers you can enter any digits from 0 to 9 as well as for a star for the number sign P for Timed Pause and D for a pause to recognize Dial Tone The programmed number must be the entire string you use to dial out from your primary extension for example the first number should be 9 to dial an external number You must enter any special characters in the string after the number string you must first dial out the number before any special characters are recognized Enter the Maximum Ring Time between 5 to 120 seconds This is the maximum time the system rings an external destination before disconnecting Enter the Automated Answer Delay between 10 to 5000 milliseconds This allows you to specify the delay between when a call is made and when Find Me Follow Me treats it as answered by a human user as opposed to an automated system for example a cell phone call answered by voice mail because the cell phone has been turned off 10 Click Submit to save your changes and return to the Find Me Follow Me screen 11 If you want to disable the external destination click Disable under the Commands column 12 If you want to delete the external destination click Delete under the Commands column Nor
16. r a Class of Service page 8 e Changing a user s Class of Service page 9 e Including Find Me Follow Me call details in CDR records page 10 e Configuring the maximum available Virtual Terminals page 10 e Configuring Virtual Terminal resources page 10 Enabling Find Me Follow Me for a Class of Service When you enable Find Me Follow Me for a Class of Service any extension with that class has Find Me Follow Me enabled Prerequisites e You must be logged on to CallPilot Manager as an administrator NN40010 678 You must have sufficient keycodes for the number of users you want to have Find Me Follow Me service If you attempt to enable more Find Me Follow Me seats than you have purchased keycodes for you receive the error message Enabling Find Me Follow Me for this Class of Service will exceed the Find Me Follow Me seats available and you cannot enable Find Me Follow Me for this Class of Service Procedure steps 1 From the CallPilot Manager main page click the Mailbox Administration link located in the left pane Click Class of Service The Class of Service page appears Click the Class of Service ID COS ID you want to edit The Class of Service page for that COS ID appears Select the Enable Find Me Follow Me field to enable Find Me Follow Me for this Class of Service Select Enable Find Me Follow Me User Configuration if you want users with this Class of Service to configure their own external desti
17. rators can configure these destination numbers You can configure Find Me Follow Me to always ring the specified destination numbers or to schedule them to ring based on the time and day This allows you to answer an incoming call from any of the specified external destination numbers and reduces the chance of missing a call When you answer the call at one destination the other ringing calls are disconnected You can transfer the answered call back and forth between your desk phone and other devices in your list of Find Me Follow Me external destination numbers In order to use Find Me Follow Me you must purchase a Find Me Follow Me keycode with the appropriate amount of seats for the number of mailboxes you want to enable You can configure schedules and external destination numbers for users or enable users to configure them on their own You can also enable or disable Find Me Follow Me for a Class of Service and configure other options through CallPilot Manager You can also enable Call Detail Recording CDR records to include Find Me Follow Me call details through Business Element Manager A maximum of three simultaneous incoming calls received by the primary extension can receive Find Me Follow Me treatment Any incoming calls above the maximum are handled as normal for example sent to voice mail Inbound calls can come from any source device internal or external including analog trunks provided that disconnect supervision is availabl
18. tel Business Communications Manager Find Me Follow Me Administration 13 When the confirmation box appears click Ok to proceed or Cancel to return to the Find Me Follow Me screen without deleting the destination Find Me Follow Me Operation After you configure external destination numbers and schedules you can transfer calls between them using your primary extension Perform the following procedures to operate Find Me Follow Me from your primary extension Navigation Transferring a call from the primary extension to an external destination number page 6 Transferring a call from an external destination number to the primary extension page 7 Enabling Find Me Follow Me page 7 Disabling Find Me Follow Me page 7 Transferring a call from the primary extension to an external destination number If you have answered a call on your primary extension you can transfer it to a configured external destination number at any time during the duration of the call Prerequisites You must have at least one external destination number configured A call must be active in progress and not on hold at the primary set or at an alternate set associated with the primary set The active call must not be in a conference Procedure steps 1 On your desk phone press Feature 960 OR If you are using an analog set press Link 960 Your configured external destination numbers ring Pick up the call on the desired set Outgoing cal
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