Avaya BCM 4.0 User's Manual
Contents
1. Total packets dropped Total number of packets dropped Premium packets dropped Number of premium packets dropped Best effort packets dropped Number of best effort packets dropped Table 2 Average traffic tab Metric Name Description Average traffic from Start date used for calculating averages To End date used for calculating averages Total octets sent Total Number of octets sent Premium octets sent Number of premium octets sent Best effort octets sent Number of best effort octets sent Total packets sent Total number of packets sent Premium packets sent Number of premium packets sent Best effort packets sent Number of best effort packets sent Total packets within guarantee Total number of packets within the guarantee Premium packets within guarantee Number of premium packets within the guarantee Best effort packets within guarantee Number of best effort packets within the guarantee Total packets over guarantee Total number of packets over the guarantee Premium packets over guarantee Number of premium packets over the guarantee Best effort packets over guarantee Number of best effort packets over the guarantee Total packets dropped Total number of packets dropped Premium packets dropped Number of premium packets dropped Best effort packets dropped Number of best effort p2. Block incoming except IP phones Enabled Block incoming including IP phones Disabled Pass all Disabled Pass all Disabled Pass all Disabled Disabled Details for Interface dial NAT Inbound Rules NAT Outbound Rules Inbound Filter Rules Outbound Filter Rules NAT Inbound Rules Rule Name Page 614 Deleting a rule from an Interface After step 6 insert the following text graphic and procedures Assigning filters to accounts Filters can be assigned to interfaces or dial in accounts Using the NAT accounts tab the administrator can assign filters to a group of users rather then blocking an entire interface to limit access For more information about adding users to an account see the BCM 4 0 Administration Guide N0060598 Network Address Translation and IP Policy Filters Global Settings Interfaces Accounts l Network Address Translation and IP Policy Filters for Dial in Accounts User ID Default NAT Rules Default Firewall Rules Firewall Logging BTRemotelsdn NZA Disabled Pass all Disabled BTSupport Disabled Pass all Disabled Pass all Disabled nnadmin Disabled Pass all Disabled Pass all Disabled Disabled Pass all Disabled Disabled ass all Details for Account nnquest INAT Inbound Rules NAT Outbound Rules Inbound Filter Rules Outbound Filter Rules L NAT Inbound Rules Rule Name
3. Configuring a data module on page 526 After you have created an ISDN dial out interface you must use Configuring Net Link Manager on page 561 to select which type of network connection the system must use for primary and backup connection To reserve WAN resources see ISDN WAN Dial up Nailed up on page 86 Page 608 Figure 193 Enable Network Address Translation Replace the current graphic with the following screen capture Network Address Translation and IP Policy Filters Global Settings Interfaces Accounts Network Address Translation Enable Network Address Translation NAT oO IP Policy Filters Enable IP policy filters go H 323 video traffic classification Premium VolP DSCP Marking Mark voice and video signalling g Mark voice and video media go N0035913 BCM 4 0 Documentation Update Page 610 Figure 194 Default NAT rules Replace the current graphic with the following screen capture 11 Network Address Translation and IP Policy Filters Global Settings Interfaces Accounts Network Address Translation and IP Policy Filters Type Interface Name Default NAT Rules Default Firewall Rules Firewall Logging ISDN ISDN Disabled Pass all Disabled Pass all Disabled Disabled Disabled Pass all v ee LAN LAN2 Disabled Pass all i ed ll Disabled LAN LAN Disabled Pass all Disabled Pass all except incoming NetBIOS Disabled Enabled
4. begin after clicking the above link If your phone is does not ring please try your call again Page 35 Customizing CallerSetup html Replace the information in the Customizing CallerSetup html section with the following information You can customize the BODY section of the CallerSetup page but you must maintain the syntax of the following link lt a href javascript doVBLink gt lt FONT COLOR blue gt Click here to connect to an agent using Multimedia Contact Center lt FONT gt lt a gt You can change the text Click here to connect to an agent using Multimedia Contact Center that is displayed to the caller Do not change anything else on the page Page 36 Pop up blocker applications Replace the first paragraph with the following paragraph If Multimedia Contact Center callers use pop up blocker applications not including the one enabled on their Web browser they may not be able to use the Multimedia Contact Center caller monitor applet Callers must change the settings of their pop up blocker applications to allow pop ups Once pop ups are allowed callers can use the caller monitor applet successfully BCM 4 0 Networking Configuration Guide Back of cover under trademark add the following The Bluetooth trademark and logos are owned by the Bluetooth SIG Inc and any use of such marks by Nortel Networks is under license Other trademarks and trade names are those of their respective owners Page 132 Tab
5. on a per interface basis or on a per account basis For information about how to access per account metrics follow the procedures in this section For information about accessing global or per interface metrics refer to the BCM 4 0 Administration Guide N0060598 BCM 4 0 Documentation Update N0035913 To view per account QoS metrics Use this procedure to display QoS metrics for a specific account These metrics are available for dial up accounts only 1 Open the Element Manager select Administration gt System Status gt QoS Metrics gt Per Account in the navigation tree 2 Select an account from the Accounts table as shown in Figure 54 Figure 54 Per Account QoS metrics jnortel BCM 4 0 Element Manager i loj xj Fie View Network Session Tools Help c Exit b1 Disconnect amp Refresh g uto refrest Task Navigation Panel Quality of Service Metrics Configuration Administration Global Per Interface Per Account eneral system status Accounts o LED status o Qos Montor _ UPS status _ NIP Metrics e Intertace Metrics DISK Mirroring e a jy lelephony Metrics L T vimes He Backup and Restore I is Logs inal Sotware Management Details for Account BTSupport Total Traffic Average Tratte Totals per Queue Averages per Queue Total traffic since 7 10 59 49 2004 Total octets sent 0 Premium octets sent Best effort octets s Total packets sent D Premium packets se
6. BCM 4 0 Documentation Update N ORT J L Welcome to BCM 4 0 the unified communications solution that gives you an edge over your competition The BCM 4 0 documentation is on the BCM 4 0 Documentation CD ROM This CD ROM is in your BCM 4 0 kit To view the documentation Insert the BCM 4 0 Documentation CD ROM into the CD ROM drive of your computer Double click the My Computer icon Double click the CD ROM icon Double click Start pdf A ON a This document provides last minute changes to the BCM 4 0 documentation Note The most recent Interactive Voice Response IVR docs are available on the BCM 4 0 hard drive and Helmsman Updated BCM 4 0 documents Some BCM 4 0 documents have been recently updated with new information You can obtain the following updated documents in the BCM 4 0 documentation collection on Helmsman here www nortel com helmsman e BCM 4 0 Administration Guide e BCM 4 0 Device Configuration Guide e Multimedia Contact Center Set Up and Operation Guide e BCM 4 0 Networking Configuration Guide e SRG200 400 Release 1 5 Configuration Guide WLAN IP Phone 2210 2211 2212 User Guide e WLAN IP Telephony Installation and Configuration Guide BCM 4 0 Administration Guide Page 30 BCM Element Manager Throughout this section references to the OAM port and craftsperson port changed to the LAN port Page 254 QoS metrics Using QoS metrics panel you can monitor QoS metrics in three ways globally
7. Service Queuing Ci Interfaces Accounts Accounts User ID Actual Linkspeed kbps Configured Linkspeed kbps BTRemotelsdn NAA 0 BTSupport 0 0 nnguest 0 0 Details for Account nnadmin Queue Settings Queue Class Scheduler Guaranteed Bandwidth Maximum Bandwidth 1 Premium Strict Priority 70 2 Network 10 3 Platinum 4 Gold 5 Silver 6 Bronze To configure QoS queuing by account 1 Click Configuration gt Data Services gt Qos Queuing gt Accounts 2 Click the account to configure For example nnadmin The details panel appears 3 Configure the settings according to Table 28 To modify QoS Queuing by Account Click Configuration gt Data Services gt Qos Queuing gt Accounts Click the account to modify Click Modify A ON Enter the changes For an explanation of the field see QoS queuing settings on page 664 SRG200 400 Release 1 5 Configuration Guide Page 19 Devices supported by the SRG200 400 Release 1 5 Change the bullet IP Phone Key Expansion Module KEM to e IP Phone Key Expansion Module KEM The IP Phone KEM is supported on an SRG with normal mode IP Phones Teh KEM does not function with local mode or test local mode IP Phones N0035913 BCM 4 0 Documentation Update Page 23 Local mode Add the following note to this section Note The IP Phone KEM is supported on an SRG with normal
8. To assign a filter to an account 1 Click Configuration gt Data Services gt NAT and Filters gt Accounts BCM 4 0 Documentation Update N0035913 2 3 Click the interface to which you want to apply the filter The details for that account appear in the subpanel Select whether to apply an inbound or outbound rule For NAT rules see Configuring NAT Network Address Translation on page 607 For IP filter rules see Configuring IP Filter Rules on page 615 To modify a filter applied to an account a fF WO N 7 Click Configuration gt Data Services gt NAT and Filters gt Accounts Click the account to modify Select one of the four filter tabs in the subpanel Select the rule to modify Click Modify The Modify Rule dialog box appears Modify the rule information Click OK To delete a filter applied to an account a A OW N 6 Click Configuration gt Data Services gt NAT and Filters gt Accounts Click the account to modify Select one of the four filter tabs in the subpanel Select the rule to delete Click Delete A confirmation dialog box appears Click Yes Page 643 IPSec Remove a duplicated cross reference Fifth bullet IPSec Remote User Tunnel configuration on page 666 Page 671 Table 177 IPSec remote user tunnel settings Under the Description column for the User name attribute add the following Note Ensure the user name is assigned remote access pri
9. ackets dropped Table 3 Totals per queue Metric Name Description Total traffic since Start date used for calculating totals Queue The number of the queue Class of query The type of query Octets sent Packets sent Number of octets sent Number of packets sent BCM 4 0 Documentation Update N0035913 Table 3 Totals per queue Metric Name Description Packets within guarantee Number of packets within the guarantee Packets over guarantee Number of packets over the guarantee Packets dropped Number of packets dropped Table 4 Averages per queue Metric Name Description Average traffic from Start date used for calculating averages To End date used for calculating averages Queue The number of the queue Class of query The type of query Octets sent Number of octets sent Packets sent Number of packets sent Packets within guarantee Number of packets within the guarantee Packets over guarantee Number of packets over the guarantee Packets dropped Number of packets dropped BCM 4 0 Device Configuration Guide Page 64 Table 19 Capabilities and preferences IP terminal details Delete Table 19 and insert the following text before Figure 20 At startup the BCM acquires and retains a list of all IP terminals that have a registered DN This means DN specific features such as Call Forward Hotdesking and voicemail ca
10. e you have Sun Java Runtime Environment 1 5 0 or a higher version installed Click here to test your current Sun Java version Click here to download the latest version Please complete the following information I CallSetupDa required 3 How would you like to connect Please select one By Phone and Browser a Enter your phone number b Click the Connect button By Browser Only a Click the Connect button Voice connection and Text Chat with an agent If you have a separate free phone line you can receive the Voice portion of the session while conducting the Browser portion of the session over your Internet connection Note there are no long distance charges Text Chat with an agent If you only wish to connect via text chat When you are ready click Connect Note After you click Connect do not click the Refresh Reioad icon or press F3 In the call setup page callers specify their calling preferences Callers can access the media types based on their needs and resources Callers with separate data and PSTN voice lines can make a PSTN voice call while they view receive or even send Web pages to agents BCM 4 0 Documentation Update N0035913 After callers specify their preferences by clicking the Connect button the following confirmation page displays N RTEL Multimedia Contact Center Click here to connect to an agent using Multimedia Contact Center If you c
11. hose to connect by Phone and Browser your phone should ring after clicking the above link completing the call to the destination you selected If you chose to connect by Browser Only your Internet session will begin after clicking the above link If your phone is does not ring please try your call again After the callers click the link Click here to connect to an agent using Multimedia Contact Center the multimedia call enters the Contact Center Based on the rules created by the Contact Center administrator the request for an agent is sent to the appropriate skill set If an agent is not immediately available the callers can receive periodic HTML messages Web refresh The Contact Center administrator programs these messages The messages can thank callers for their interest inform them that there are no agents currently available and ask them to wait to be connected to the first available agent When a call is answered by an agent the Multimedia Contact Center caller interface appears in the caller s Web browser Page 13 How phone and browser calls are routed by agents Step 2 e Replace Clicks Ok with Clicks Connect The Caller Setup confirmation page appears Add new step 2 f Clicks the link Click here to connect to an agent using Multimedia Contact Center A request for an agent is sent over the IP network to the Contact Center The Multimedia Contact Center caller interface launches in a new browser window on
12. le 30 IP terminal global panel fields Sheet 2 of 2 Replace the G 711 payload row G 711 payload 10 20 30 40 50 60 Set the maximum required payload size per codec for the IP size ms Default 30 telephone calls sent over H 323 trunks Note Payload size can also be set for Nortel IP trunks Refer to Configuring VoIP trunk media parameters on page 410 BCM 4 0 Documentation Update N0035913 With the following G 711 payload size ms 10 20 30 40 50 60 Default 30 Set the maximum required payload size per codec for the IP telephone calls sent over H 323 trunks Note Payload size can also be set for Nortel IP trunks Refer to Configuring VoIP trunk media parameters on page 410 IP phone 2004 Note Phase 1 sets that were manufactured in Australia can freeze during a call and remain frozen until power cycled For sites that experience this problem set the G 711 payload size ms value to 20 ms Page 271 Deciding on a code Enter the following note after the sentence When deciding on which digits to use to start your destination codes consider the following Note When configuring a private network make sure the numbering plan does not conflict with the public telephone network For example in North America using 1 as an access code in a private network conflicts with the PSTN numbering plan for long distance calls Page 531 Chapter 62 Configuring
13. mode IP Phones The KEM does not function with local mode or test local mode IP Phones Page 91 Appendix A Telephone features in normal and local mode Change the bullet P Phone Key Expansion Module KEM to e IP Phone Key Expansion Module KEM The IP Phone KEM is supported on an SRG with normal mode IP Phones The KEM does not function with local mode or test local mode IP Phones WLAN IP Phone 2210 2211 2212 User Guide Page 8 Symbols and text conventions In the first line replace BCM50 with BCM 4 0 In the second Warning Table replace BCM50 with BCM 4 0 Page 52 Desktop charger In the last line of the page replace BCM50 with BCM 4 0 Page 54 Dual charger In the line above the figure replace BCM50 with WLAN IP Handset 2211 WLAN IP Telephony Installation and Configuration Guide Page 13 Symbols and text conventions In the first line replace BCM50 with BCM 4 0 In the second Warning Table replace BCM50 with BCM 4 0 1 800 4 NORTEL www nortel com August 2006 N0035913 Printed in Canada BCM 4 0 Documentation Update N0035913
14. n continue to function even if the telephone is disconnected If the number of IP Set DNs registered with the BCM exceeds the number of IP Client key codes applied selecting this check box prioritizes a set For example if the BCM is rebooted and the number of IP phones exceeds the number of IP client key codes the BCM retains the DN record of the sets with this field selected before retaining the DN record of a set that does not have this field selected If Keep DN alive is not selected and the IP telephone is disconnected the DN record can become inactive if there are not enough keycodes In this case a Not in Service prompt is produced when special features such as Call Forward are invoked Default Cleared Multimedia Contact Center Set Up and Operation Guide Page 9 How Multimedia Contact Center works for callers Replace the content in the section How Multimedia Contact Center works for callers with the following information N0035913 BCM 4 0 Documentation Update When callers on a Web site click a multimedia HTML link the Call setup page appears Multimedia Contact Center Preferences and Connection Multimedia Contact Center connects you to an agent when one becomes available This page sets your connection preferences and lets you connect The next time you click on the Multimedia Contact Center link these preferences will be used Bookmark this page to change your settings in the future Please make sur
15. nt 0 Best effort packets s ee wee 4 gt co M1 Lm W0 jg Include ACKed alarms The details panel displays information about the selected account under four different tabs e Total traffic as described in Table 1 e Average traffic as described in Table 2 e Totals per queue as described in Table 3 e Averages per queue as described inTable 4 Table 1 Total traffic tab Metric Name Description Total traffic since Start date for collecting metrics Total octets sent Total Number of octets sent Premium octets sent Number of premium octets sent Best effort octets sent Number of best effort octets sent Total packets sent Total number of packets sent Premium packets sent Number of premium packets sent Best effort packets sent Number of best effort packets sent Total packets within guarantee Total number of packets within the guarantee N0035913 BCM 4 0 Documentation Update Table 1 Total traffic tab Metric Name Description Premium packets within guarantee Number of premium packets within the guarantee Best effort packets within guarantee Number of best effort packets within the guarantee Total packets over guarantee Total number of packets over the guarantee Premium packets over guarantee Number of premium packets over the guarantee Best effort packets over guarantee Number of best effort packets over the guarantee
16. ove the following text and procedure to page 536 and insert after Users must be assigned dial in privileges to use the modem dial up Dial in privileges are assigned to users by adding them to Remote Access group in Element Manager Configuration gt Administrator Access gt Accounts and Privileges gt View by Groups gt Members tab subpanel Changing the modem region There are several internal modem settings that vary depending on the country in which the modem operates BCM 4 0 uses the country you select in the modem region parameter to properly configure these internal settings Normally the modem region is set using the startup profile However in situations where the modem region is not set using the startup profile you can use Element Manager to set the modem region To change the modem region 1 Click Configuration gt Resources gt Network Interfaces gt Global Settings tab 2 Click the Modem Region drop down list and click the country in which the BCM 4 0 system resides Insert the following procedure immediately after ISDN Dial in ISDN dial in is supported over connections using ISDN PRI and BRI lines To configure ISDN dial in parameters 1 Reserve the WAN resources see ISDN WAN Dial up Nailed up on page 86 Configure the line assignment to the data module Refer to Assigning lines to the data module on page 523 To configure the ISDN dial in parameters in Element Manager go to Configuration gt Ne
17. the Dial up resources Dial in Replace the first sentence in the third paragraph In order to improve security BCM supports callback functionality for ISDN and modem interfaces With In addition to dial in and to improve security BCM supports callback functionality for ISDN and modem interfaces Page 532 Configuring the Dial in Parameters Add the heading Dial in before the heading Configuring the Dial in Parameters Page 534 Table 20 Dial in Parameters panel fields Sheet 2 of 3 e Under Modem Dial in Parameters replace the description for Callback Retries with the following This parameter is the number of attempts made by the BCM when trying to connect to the remote end during callback Default 3 Replace the description of Callback intervals with the following The interval between successive connection attempts Default 60 seconds e Under ISDN Dial in Parameters Replace the description for Callback retries with the following This parameter is the number of attempts made by the BCM when trying to connect to the remote end during callback Default 3 Replace the description for Callback interval s with the following The interval between successive connection attempts Default 5 N0035913 BCM 4 0 Documentation Update Page 535 Modem Dial in Parameters Remove the word Parameters from the heading Page 537 Changing the Modem Region M
18. the caller s PC Page 14 How a browser only call works Step 2 d Replace Clicks Ok with Clicks Connect The Caller Setup confirmation page appears Add new step 2 e Clicks the link Click here to connect to an agent using Multimedia Contact Center A request for an agent is sent over the IP network to the Contact Center The Multimedia Contact Center caller interface launches in a new browser window on the caller s PC Page 58 Call Setup page Delete this page The new content is in this addendum in the section How Multimedia Contact Center works for callers Multimedia Contact Center Web Developer Guide Page 20 Caller setup page Add the new section Caller setup page following the Call setup page section Callers see the following HTML page after they click the Connect button on the Multimedia Contact Center N0035913 BCM 4 0 Documentation Update 7 Preferences and Connection form After callers click the link Click here to connect to an agent using Multimedia Contact Center on this page the caller monitor applet launches even when the callers Web browsers are set to block pop ups NORTEL Multimedia Contact Center Click here to connect to an agent using Multimedia Contact Center If you chose to connect by Phone and Browser your phone should ring after clicking the above link completing the call to the destination you selected If you chose to connect by Browser Only your Internet session will
19. twork Interfaces gt Dial in Parameters tab For more details see Table 20 Page 542 after Table 127 Access parameters replace the following text BCM 4 0 supports ISDN dial up for dial on demand WAN access You can use ISDN BRI PRI as a persistent or dial on demand WAN connection or as a backup for your permanent WAN connection Note To use an ISDN dial up connection you must first configure your system for ISDN For more information see ISDN overview on page 701 If your system is already configured to support ISDN make sure you configure a Data Module for ISDN dial up connection For more information see Configuring a data module on page 526 After you have created an ISDN dial up interface you must use Configuring Net Link Manager on page 561 to select which type of network connection the system must use for primary and backup connection With the following ISDN Dial out BCM 4 0 supports ISDN dial out for dial on demand WAN access You can use ISDN BRI PRI as a persistent or BCM 4 0 Documentation Update N0035913 dial on demand WAN connection or as a backup for your permanent WAN connection Note To use an ISDN dial out connection you must first configure your system for ISDN For more information see to ISDN overview on page 701 If your system is already configured to support ISDN make sure you configure a Data Module for ISDN dial out connection For more information see
20. vileges by adding the user name to the IPSec User group For more information about accounts and privileges see the BCM 4 0 Administration Guide NO060598 Page 687 To configure QoS Queuing Change the task to read To configure QoS Queuing by Interface Change step to read Click Configuration gt Data Services gt Qos Queuing gt Interfaces N0035913 BCM 4 0 Documentation Update 13 Page 688 Figure 212 QoS Queuing LAN details Replace the current graphic with the following screen capture Quality of Service Queuing Interfaces Accounts Network Interfaces Type Interface Name Actual Linkspeed kbps Configured Linkspeed kbps ISDN ISDN 0 0 LAN LAN2 0 0 WAN WANT 1536 0 WAN WAN2 0 0 Details for Interface LAN1 Queue Settings Queue Class Scheduler Guaranteed Bandwidth Maximum Bandwidth 2 Network HTB 10 3 Platinum HTB 4 Gold 5 Silver 6 Bronze Standard Page 691 Insert the following text graphic and procedures after Table 29 Modifying Queue Settings QoS accounts QoS can be assigned to an interface or to a dial up account Using the QoS accounts tab the administrator can specify the QoS for a group of users rather then specifying a QoS for an entire interface For more information BCM 4 0 Documentation Update N0035913 about adding users to an account see the BCM 4 0 Administration Guide N0060598 Quality of
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