Avaya BCM 4.0 System Overview
Contents
1. BCM 4 0 System Overview BCM 4 0 Business Communications Manager Document Status Standard Document Version 04 Part Code N0060607 Date June 2006 NORTEL Copyright 2006 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 Chapter 1 Gallina Stared ci ccc 000 0un sou sesveskestreesrseutessszhssesesess 5 ADOUNC OUO 15 ose exa Rea sr u a doN 5 A PERSE RR Feds seeks deed aede dabas qe qud oe 5 o v 5 rcl ilpe 0 m P p REI 6 Chapter 2 BCM 4 0 system overview 00 e cece e eee eee nnn 9 BOM 4 0 capabilllas luosetesacich b ud e hh ex Rhe ar eode RR Ren hs aed s 9 A MC ML T 11 Managemen UNG zes 14 Proactive Voice Quality Monitoring 02 eee I RII 15 Ad Hog DRESD uncos nsa ner 15 Meridian Customer Defined Network Trunk2. BCM 4 0 has an integrated analog modem that can accept an incoming modem call on any BCM 4 0 system line You can configure the BCM 4 0 system to let the modem auto answer a specific line with configuration options Remote users can also first initiate a voice call to a person or an auto attendant who transfers the call to the modem The analog modem also supports callback for management access to the BCM 4 0 which can be used to support auto dialout on SNMP traps and automated sending of Call Detail Records CDR to aremote CDR collection point Although we do not recommend that you use the analog modem for transferring large files the modem gives you a flexible method of remote access to perform all programming tasks remotely BCM 4 0 gives you 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 be more efficiently supported than over the analog modem On Box and device manageability features BCM 4 0 has an SNMPv3 interface that includes support for SNMP v1 v2 for management by legacy SNMP managers SNMPv3 delivers improved security features for SNMP device access BCM 4 0 supports the following versions of SNMP e SNMP vl the first implementation of SNMP this version supports protocols such as IP SNMP v2C provides improved efficiency and error handling SNMP v3 provides improvements i
3. DHCP set based programming or start up profile Initial programming efficiency Boot Quickstart Wizard amp defaults 45 minutes 3 reboots Boot Start up Profile from USB memory port and defaults See BCM 4 0 Management on page 22 for management system details which includes installation remote management on box and device management features set based administration Element Manger software updates and Network Configuration Manager N0060607 BCM 4 0 system overview Chapter 2 15 Proactive Voice Quality Monitoring BCM4 0 introduces Proactive Voice Quality Monitoring PVQM on BCM This capability provides the ability to set call quality thresholds for IP sets and be alerted if these thresholds are violated This provides for the ability to proactively identify voice quality of experience QoE issues on a per call basis This in turn enables troubleshooting of voice quality issues within the network PVOM supports calls from an IP set to any other set or trunk and IP sets support auto notification Measured call quality metrics include e packet loss e inter arrival jitter e listening R value e RTCP round trip delay Listener R value is a direct measure of the call quality or transmission quality incorporating the effects of CODEC type packet loss discard burstiness delay and other relevant voice quality metrics With PVQM a system wide summary view is maintained of th
4. Irish English Finnish Korean Turkish Intelligent Contact Centre BCM4 0 introduces the Intelligent Contact Center ICC which is an evolution of the existing Call Center CC capability on BCM ICC will have 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 This provides the following values with ICC Maximum flexibility in granularity Any combination of Agents and Skillsets within boundaries of platform Eliminates any confusion of features between Basic and Professional Channel partners and customers do not have to worry about what functionality is contained with what product Intelligent Call Center with Professional Contact Center level of functionality Significantly simplifies product offering Intelligent Call Center x Skillsets x Agents RCC Eliminates Basic Pro and upgrade between them Increases market potential Customers that require more Skillsets than agents Example Real Estate 3 receptionists 3 agents answering for 20 Real Estate Agents 20 skillsets Big box retail 3 receptionists 3 agents answering for 12 Departments 12 skillsets Optional components that can be added include x Agents keycodes offer granular selection of the number of desired agents BCM 4 0 System Overview 32 Chapter 2 BCM 4 0 system overview e x Skillsets keycodes offer g
5. on demand only a shared drive available on the network or a remote FTP server Software updates To ensure that BCM 4 0 will be low cost to maintain even in an environment of security and corrective content updates this is how BCM 4 0 handles software updates Software updates can be downloaded to the BCM 4 0 either on demand or according to a schedule This flexible file transfer allows Loading software updates from your computer USB memory device shared folder or FTP server or SFTP server under Element Manager From FTP server under centralized NCM control for bulk distribution to a network of devices Update software is automatically checked against the BCM 4 0 software history and validated before it is transferred This means only the changes are downloaded thereby reducing the typical size of software updates You can schedule the application of the software update separately For example you can schedule a download for Tuesday night but the application can be scheduled for Friday at 2 a m Multiple software update packages can be programmed to be applied at the same time One software update package may include updates for multiple software components While many software updates will not require a system reboot some software components require a reboot for the update to take effect There will be no more than one system reboot if one or more of the software components being updated by the software update pack
6. Anti Tromboning with integrated SUPE uu acer sd PGT RET REET HEED CE en PERE RES 16 Voce apad NAN aa 16 Session initiated protocol enhancements liliis 17 Security enhancements u eund cux ke NAA A ERROR na 17 Terminal and mobility Suppon uisus s dec a aa 20 GORI MERKE errieta rete eA Ep RR AAA 21 BOM 4O MANAJEMENT aiias isa eer ac uci en Xe rab Rabe Qn ies 22 Ease ofinstallation lt lt cocina ent Eni xd rar x Ra 22 Remote management accessibility oooooooomommo mo 23 On Box and device manageability features leise 23 LOG Manageme 226 ee 24 Se Based admis taton cu irsin sue dox a koe Rd Gees Sede vad 24 ECan AIAG era 25 Network Configuration Manager 006 00 c cece ren 27 BUM 4 0 Applications cosas een a ox ce aan a 28 CallPllot Messaging zur 28 GallP lot GpUDIUS erraten ARA 30 CallPilot Voicemail enhancements lees esee 30 Intelligent Contact Dette uscar uda cuc RE ar AA 31 Multimedia Contact Center ooccccccccoo res 32 Epsum AA AA AA EERE E PRAAT 32 Call Detail PICO uasxiasdeckkaa teen tieren AAA 32 Personal Call Manager A a ae 33 BCM 4 0 System Overview N0060607 Chapter 1 Getting started About this guide This system overview gives a high level understanding of the core capabilities and features of the BCM 4 0 upgrade In addition it also indicates what capabilities and features are not supported with the BC
7. Manager NCM 27 overview 27 P Personal Call Manager overview 33 Proactive Voice Quality Monitoring BCM 4 0 System Overview 36 Index advantages 15 overview 15 PVOM 15 R regulatory information 2 related publications 6 S Security enhancements 17 interface and audit logging 17 user account access 17 Session Initiated Protocol enhancements 17 SIP 17 T trademarks 2 Trunk Anti Tromboning TAT 16 U Unified Messaging 30 V Voice Enabled WAN advantages 16 overview 16 N0060607 Index 37 BCM 4 0 System Overview 38 Index N0060607
8. system overview Management upgrade The new BCM 4 0 management system reduces the cost of selecting deploying and maintaining BCM to minimize the cost of ownership and maximize system availability BCM 4 0 adopts the BCM50 Release 1 management model which improves ease of use and remote management The table below presents common tasks and the advantages of BCM 4 0 over BCM 3 x Tasks BCM3 x BCM 4 0 and BCM50 Release 1 Ease of Use Management Tools Multiple Element Manager Configuration application navigation Up to 8 levels for 1 parameter Hundreds of unique Screens Hunt and peck no parameter correlation Maximum of 3 clicks to information rich tabs Complex correlations visible Speed of performing common tasks Key click and navigation constraints Streamlined and task based improving speed of tasks Remote configuration dial up Slow loading slow response Optimized for speed Software updates Patch per problem 2 reboots per patch Software update packages 0 1 reboot per package scheduled loading and activation USB port loading Maintenance Record keeping Lengthy manual template entry screen shots Programming Record for configuration print Diagnostic and monitoring Basic instrumentation over 750 disparate alarms 4 standard MIBs 50 less alarms with per alarm filtering Installation IP assignment Must be configured
9. FR FRF 12 and PPP using MultiLink PPP and provides RFC2508 on the BCM WAN interface This capability also adds support for the WAN 520 card Voice enabled WAN advantages e This enables customers with low speed PPP and Frame Relay links to experience improved QoS for voice traffic and better link utilization e Many branch offices only require low speed links for data transmission and tariffing This capability allows these offices to utilize these links for VoIP as well Enhances the usability of the WAN card on the BCM N0060607 BCM 4 0 system overview Chapter2 17 Voice enabled WAN applications This is typically used for low speed links over Frame Relay and PPP which share Voice over IP and data traffic Session initiated protocol enhancements 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 Meridian Customer Defined Network capability supports This SIP enhancement adds the following to the BCM SIP capability e Support for the MCDN features with SIP e Expands SIP interoperability to the CSIK and MCS5100 The MCDN features supported include e Private Name Number e ISDN Call Connection Limit ICCL Network Call Redirection Info NCRI Message Waiting Indication MWI e Trunk Anti Tromboning TAT Trunk Route Optimization TRO SIP advantages SIP allows you to begin to transition your entire network to use SIP signaling wh
10. M 4 0 upgrade Audience This overview is for installers network administrators and anyone else who is interested in the BCM 4 0 upgrade Acronyms The following is a list of acronyms used in this guide Acronym Description OS Operating System PVQM Proactive Voice Quality Monitoring QoE Quality of Experience FR Frame Relay PPP Point to Point Protocol PPP MCDN Meridian Customer Defined Network TAT Trunk Anti Tromboning TRO Trunk Route Optimization SIP Session Initiated Protocol NCRI Network Call Redirection Info ICCL ISDN Call Connection Limit MWI Message Waiting Indication SHA1 Secure Hashing Algorithm 1 SFTP Secure File Transfer Protocol SNMP Simple Network Management Protocol KEM Key Expansion Module CDR Call Detail Records BCM 4 0 System Overview 6 Chapter 1 Getting started Acronym Description MIB Management Information Base CIM Common Information Model DMTF Distributed Management Task Force NCM Network Configuration Manager CCR Custom Call Routing VPIM Voice Profile for Internet Mail AMIS Audio Messaging Interchange Specification ICC Intelligent Contact Center CC Call Center PSTN Public Switched Telephone Network CTI Computer Telephony Integration LAN CTE Local Area Network Computer Telephony Engine IVR Interactive Voice Response Related publications This sect
11. Networking Message Networking links your CallPilot system with other voicemail 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 by providing incoming and outgoing fax capability With Fax callers can send and retrieve fax messages as easily asthey send and retrieve voice messages The Fax option includes Fax Messaging 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 refer to the CallPilot Fax Set Up and Operation Guide Fax is not available for CallPilot 100 150 Unified Messaging With Unified Messaging subscribers can use their e mail application to access voice fax and text messages from their personal computer Unified Messaging can be used with several popular e mail applications e Microsoft Outlook 2000 Outlook 2002 XP Outlook 2003 including Internet Mail Mode e Lotus Notes 5 x and 6 x e GroupWise 6 x e Microsoft Outlook Express 5 x and 6 x e Netscape Messenger Netscape Communicator 6 2x e Netscape Mail 7 0x e Qualcomm Eudora Pro 6 1 2 For more information see the BCM 4 0 Unified Messa
12. age require a reboot Software upgrades are handled in the same way and use the same tool as software updates N0060607 BCM 4 0 system overview Chapter2 27 e You can set up the entire software update process for hands off operation if the software content can either be downloaded remotely or sent out and installed from the USB port e Reliable file transfer Keycodes The BCM keycode structure has been redesigned with these capabilities e One keycode validates all feature entitlements which simplifies installation e You can apply keycodes in a number of ways through Element Manager through set based administration through NCM through a USB memory stick Network Configuration Manager Many Business Communications Manager customers already use the optional client server based management application NCM to manage their multi site BCM200 400 network Designed to provide a system wide perspective for up to 2000 BCM devices Network Configuration Manager is a centralized database that stores information about every Business Communications Manager device on your network NCM for BCM 4 0 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 BCM 4 0 networks and mixed BCM 4 0 200 400 networks using the NCM BCM 4 0 System Overview 28 Chapter 2 BCM 4 0 syste
13. ampering and reduced Administrative amp Support overheads lower OPEX expenses RADIUS User Account Password Session by management of Security Policies Increase overall Security with effective logging capabilities for Audit Trail logs Alarm logs Configuration Change logs BCM 4 0 System Overview 20 Chapter 2 BCM 4 0 system overview Secure interface and audit logging applications A BCM user who requires improved interface access and communications security for alarm log and file transfers can use these enhancements As well a user can audit and identify the critical system changes that were initiated by specific users Terminal and mobility support The BCM 4 0 s Terminal and mobility support is equivalent to that of BCM3 7 and it now supports two new IP telephones e IP Audio Conference Phone 2033 on page 20 e IP Key Expansion Module 124 on page 21 IP Audio Conference Phone 2033 The IP Audio Conference Phone 2033 expands the IP portfolio to conference rooms and delivers high quality audio IP Audio Conference Phone 2033 Familiar Nortel user interface emulates IP Phone 2001 e Well known Polycom design acoustics e Nortel branded sold supported Full duplex handsfree with 360 room coverage e Expandable using extension microphones Local AC power option e Color Charcoal e Icons for global market Future safe investment enhancement through firmware download IP Audio Confe
14. areas including Telephony capability set including e Integrated management of voice and data applications core telephony VoIP capabilities terminals IVR Equivalent scalability to existing BCM3 7 Data functionality equivalence scalability Equivalent global country and Equivalent connectivity and interoperability localization support Terminals and mobility equivalency Equivalent mobility and terminal e Single keycode generated for a release and support site capability set Equivalent data capability set N0060607 BCM 4 0 system overview Chapter 2 13 BCM 4 0 dependencies The eligibility for the upgrade is dependent on these upgrade paths Software Hardware Recommended Upgrade Path Release Platform BCM 3 6 BCM200 BCM 3 6 or BCM 3 7 to BCM 4 0 BCM 3 7 BCM400 e Software Upgrade preserving customer data BCM1000 BCM 3 5 BCM200 BCM 3 5 to BCM 3 7 to BCM 4 0 BCM400 Software Upgrade preserving customer data BCM1000 BCM 3 0 BCM200 BCM 3 0 to BCM 3 6 to BCM 4 0 BCM400 Software Upgrade preserving customer data BCM1000 BCM 2 5 FP1 BCM1000 Hard drive replacement 20 GByte and reprogram customer data Requires 4 0 upgrade keycode BCM 2 0x BCM1000 Hard drive replacement 20 GByte and reprogram customer data Requires 4 0 upgrade keycode 256Mb RAM Note The only supported 20 Gb HD is available through Nortel BCM 4 0 System Overview 14 Chapter 2 BCM 4 0
15. e data on the device whether by the Element Manager NCM or third party network or service management applications Log management BCM 4 0 log management includes in addition to the component logs that are provided by BCM200 and BCM400 systems security logs configuration change logs alarm logs and system logs Set Based administration BCM 4 0 gives you the ability to use a telephone interface to program much of the system Set Based Administration benefits BCM 4 0 installations that do not have TCP IP connectivity BCM 4 0 installations where the installer does not have access to a computer on site speed of programming familiarity with the Norstar interface With set based administration you can manage core telephony voicemail services IP network settings keycode entry admin password change modem on off Multiple languages are supported consistent with Norstar set based administration N0060607 BCM 4 0 system overview Chapter 2 25 Element Manager Element Manager gives you access to BCM 4 0 information in a new off box management architecture Element Manager has a task based interface for greater ease of use If you have used Business Communications Manager Unified Manager you will find that performing common BCM 4 0 programming tasks is simpler faster and more information rich on Element Manager which requires less clicking through the interface to get to tasks You can get to any programming scr
16. een in three mouse clicks or less Programming data is organized in the Element Manager to quickly show all of the associations between data in the form of tables This eliminates having to look in multiple places to get a system view of the programming Figure 1 Element Manager interface Elnorel Bem 4 0 tement Manager 19216824928 REE File View N Session Tools Help Pea Yoisconnect Refresh Element Navigation Panel fresk Navigation Panel System Identification Network Elements Configuration Administration H 19216824927 b maamaa 2 elcome ES 89 System identification System name BCM1000 0 Date and Time O Keycodes eon E D Administrator Access gE Resources Country or region P L Telephony ia Data Services 4 Applications Bone Eos Lomo Lint L_wo 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 BCM 4 0 are queries and actual data Element Manager has familiar Microsoft Office like capabilities such as the ability to sort information All of the traditional BCM administration tools have been integrated into Element Manager including managing backups and software updates Element Manager has an element navigation panel for organizing a network of elements You can manage multiple elements at the same time After you connect to a
17. els in the areas of security IP telephony applications and Ad Hoc conferencing Security improvements align with those introduced with BCM50 which provides a major advance in the security paradigm for BCM These improvements along with the Linux operating system provide a more secure environment for BCM users BCM 4 0 capabilities BCM 4 0 is the next major software release for the BCM200 and BCM400 systems as well as the installed base of BCM1000 systems It provides an improved installation and operational cost model and is built upon a Linux operating system aligning these products with the BCM50 product The BCM 4 0 release also brings enhanced VoIP and application capabilities as well as the addition of ad hoc conferencing to the BCM BCM 4 0 System Overview 10 Chapter 2 BCM 4 0 system overview Following is a detailed description of each of the incremental capabilities that BCM 4 0 will bring to the BCM200 400 platform as well as to BCM1000 platform through software upgrades Linux upgrade on page 11 Management upgrade on page 14 Proactive Voice Quality Monitoring on page 15 Ad Hoc Conferencing on page 15 Meridian Customer Defined Network Trunk Anti Tromboning with integrated applications on page 16 Voice enabled WAN on page 16 Session initiated protocol enhancements on page 17 Security enhancements on page 17 Terminal and mobility support on page 20 Global market on page 21 In
18. et based programming Mailbox restrictions Citrix support Additional languages N0060607 BCM 4 0 system overview Chapter2 11 BCM 4 0 capability restrictions The following items are no longer supported with BCM 4 0 software release Companion e Keycodes will be unavailable with BCM 4 0 and sets will no longer work e BCM3 7 introduces a new digital mobility solution which will be supported with BCM 4 0 e T7406 cordless phone and 802 11 WLAN IP phones continue to be supported Matra DECT e KIRK DECT is the digital mobility solution on BCM and is available with BCM 3 7 and supported with BCM 4 0 Symbol e This product has not been available for order since May 2004 e Nortel WLAN Handsets 2210 and 2211 have been available since 2004 WLAN Handsets 2212 is now supported Miscellaneous Data Features e PPTP functionality has been removed although IP Sec will continue to be supported on BCM 4 0 e Though a BCM 3 x system may use the Nortel Optivity Policy Server to push networking policies to the BCM using COPS PR this functionality is unavailable in this release Local policies must be established using the Element Manager e Voice Applications Mailbox Operator Manager As with BCM50 R1 Mailbox Manager and Operator Manager will be unavailable with BCM 4 0 Support for USB is being introduced with BCM 4 0 for loading startup profiles and software updates Please be aware of the following limitations e BCM 4 0 adds supp
19. ew BCM200 400 shipments will be Linux based BCM 4 0 as of the General Availability of BCM 4 0 system Nortel Linux OS has been tailored for the BCM platforms by restricting and removing OS capabilities that are not required providing a hardening of the OS This hardening ensures that extraneous capabilities are not potentially available to hackers The advantages of BCM built upon Nortel Corporate Linux include an improved security environment proven reliability direct developer access to the operating system layer for fast issue resolution and Nortel ownership of the strategic direction providing effective long term support Nortel provides the ability to upgrade a BCM200 400 1000 system to a Linux operating system with BCM 4 0 with the following key attributes e Upgrade supported from BCM3 6 or e Preserves telephony data and voicemail BCM3 7 without hardware changes programming data Preservation is the goal Upgrade target operational time of less with maximum preservation of other data than 1 5 hours BCM3 6 or BCM3 7 e Automatic transfer of existing system upgrade to BCM 4 0 keycode enabled capabilities through the Software only upgrade does not BCM4 0 upgrade keycode generation require hardware upgrade e Clearly defined upgrade steps and back out points as in previous BCM releases BCM 4 0 functionality and capability BCM 4 0 upgrade will include functionality and capability equivalence or better to BCM3 7 in all major
20. ging Configuration Guide CallPilot Voicemail enhancements The BCM 4 0 release builds upon the existing set of Call Pilot Voicemail capabilities through the introduction of a set of feature enhancements on the BCM CallPilot offering These enhancements include the following e Significant increases in number of greeting tables company greetings and Custom Call Routing CCR trees N0060607 BCM 4 0 system overview Chapter 2 31 This provides customers the flexibility to use different Auto Attendant CCR for different incoming lines F983 Class Of Service Administration Expands set base admin to include programming of Class of Service Prevention of trivial mailbox passwords This security enhancement will prevent Trivial passwords e g 1111 1234 etc when enabled Up to 5 alternate DNs per Mailbox with Message Waiting Indicator on 6 sets Previously up to 2 alternative DNs per Mailbox MWI on 3 sets was supported Mailbox assignable feature restrictions Allows the administrator to limit features for selected mailboxes in the system Great feature for retail and hospitality industries Unified Messaging R2 5 support of Citrix Unified messaging 2 5 will now be supported in a Citrix environment Ability to receive VPIM broadcast messages from M1 CallPilot The system can re broadcast a network message from MI without additional programming Additional Voice Mail Prompt Languages Polish
21. hone keypad to program the system without requiring access to a PC All configuration programming can be done using the Element Manager on page 25 Startup profile To accelerate the initial installation programming of system level parameters you can use the Startup Profile to quickly bring the BCM 4 0 to a basic operational state ready to program without having to use Element Manager or set based administration The Startup Profile is an easy to use template you can data fill using Microsoft Excel The Startup Profile gives you a quick interface for defining parameters such as e System profile including country telephony template and key voicemail attributes e system IP parameters e system level telephony attributes to automatically create the system DNs e keycode information through automated application of keycodes e users and groups You fill out the template save it to a USB memory stick and insert the memory stick into the USB port of the BCM during the initial boot up of the system This information is read into BCM 4 0 and applied through a single restart sequence The Startup Profile is similar to the Quickstart Profile of the BCM200 and BCM400 but can be data filled and applied without requiring an IP connection to the unit or a PC or telephone set It executes more quickly and includes a broader scope of system level parameters N0060607 BCM 4 0 system overview Chapter 2 23 Remote management accessibility
22. ich allows greater application integration than can be achieved using H 323 SIP applications In enterprise network systems the SIP feature provides the ability to support private numbering plans optimize the use of network traffic TAT TRO ICCL and provides support for centralized voicemail 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 enhancements The security enhancements with BCM 4 0 are best described in the following sections e User account access management on page 17 e Secure interface and audit logging on page 19 User account access management This feature significantly improves BCM user account access management by enhancing password session and account authentication and access management enhancements These improvements bring the BCM in alignment with the security enhancements being introduced with BCM50 and add incremental capabilities BCM 4 0 System Overview 18 Chapter 2 BCM 4 0 system overview Password Management and Policy Enhancements Minimize the vulnerability of passwords Password characteristics are now more stringent length criteria Password aging history and change notification added Forced password change on initial login Password storage hashing with Secure Hashing Algorithm 1 SHA1 Session Management Enhanceme
23. ion provides a list of additional documents for BCM 4 0 To locate specific information you can refer to the Master Index of BCM 4 0 Library BCM 4 0 Unified Messaging Configuration Guide N0060611 CallPilot Fax Set Up and Operation Guide P0606017 CallPilot Message Networking Set Up and Operation Guide N0027249 BCM 4 0 Personal Call Manager User Guide N0027256 02 Contact Center Set Up and Operation Guide N0060620 BCM 4 0 LAN CTE Configuration Guide N0060604 BCM 4 0 Call Detail Recording System Administration Guide N0060599 N0060607 Getting started Chapter 1 7 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 http www nortel com support 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 signup for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you don t find the information you require on the Nortel Technical Suppor
24. ions applications and new features The BCM200 400 OS moves to the Nortel Corporate Linux which provides a more secure environment direct Nortel control over the operating system for fast issue resolution and BCM portfolio migration to Linux which aligns with BCM50 Software upgrades for the installed base BCM200 400 and BCM1000 provide investment protection The new Element Manager support introduced with BCM50 provides improved system programming and installation time as well as on going management tasks Common operational tasks such as performing backups and applying software updates will be easily handled with the optimized tools included with the Element Manager As well support for Startup Profile customizes the system level programming of the BCM200 400 as well as USB port support Enhancements to IP telephony include support for a new way of monitoring voice quality PVQM new IP sets SIP interoperability and features and voice quality improvement for low speed links voice enabled WAN These BCM VoIP improvements continue to allow BCM to offer industry leading converged solutions Application enhancements include as the introduction of Intelligent Contact Centre an evolution of Call Centre with more granular agent and skillset selection simplifying the product offering The BCM voice mail solution CallPilot also receives a series of enhancements there by continuing to evolve this solution and its competitiveness BCM 4 0 exc
25. ll Routing Operator Settings Logout Networking Contact Center Reports Configuration Operations Features included with CallPilot Messaging Voicemail Records messages and stores them in a mailbox for easy retrieval Business telephones on your system can have their own mailbox and greeting Information can be distributed quickly to departments and workgroups Auto Attendant The CallPilot answering service that answers your business calls promptly 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 CCR Enhances the Auto Attendant menu with customized menus and information messages With CCR you can determine the menu options and record the voice prompts that guide callers along call paths Fax Answering Fax Answering lets outside callers 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 transfers to a specified extension BCM 4 0 System Overview 30 Chapter 2 BCM 4 0 system overview CallPilot options CallPilot has options that enhance your office communications You need a keycode to enable a CallPilot option Contact your vendor if you want to purchase a software authorization code Message
26. m overview BCM 4 0 Applications BCM 4 0 has a wide range of high value applications You enable these applications through keycodes and do not require any additional hardware BCM 4 0 gives you 32 voice ports for connecting to various applications Each port supports one connection to that application For example four callers could be leaving voice messages and two callers could be in the auto attendant while four callers are listening to voice messages The number of ports can adequately support a fully configured BCM 4 0 system BCM 4 0 comes with CallPilot Messaging Keycoded optional applications are Intelligent Contact Center Multimedia Contact Center LAN CTE Call Detail Recording Personal Call Manager and IVR CallPilot Messaging CallPilot Messaging is a versatile business communications tool that you can use to e answer incoming calls e offer callers a selection of options to route their calls or access information e provide advanced voicemail Auto Attendant and call handling capabilities CallPilot Manager is a web based application that is accessible through the BCM 4 0 Element Manager You use CallPilot Manager to set up and administer CallPilot N0060607 BCM 4 0 system overview Chapter2 29 Figure 2 CallPilot Manager interface NORTEL Ugo P E Main Menu Mailbox Administration Add Mailbox Change Delete Mailbox Auto Attendant Group List Administration System Properties Custom Ca
27. n element you can perform configuration and administration tasks BCM 4 0 System Overview 26 Chapter 2 BCM 4 0 system overview The Element Manager administration interface Element Manager s Administration management environment includes BCM 4 0 diagnostic and maintenance tools including BCM Monitor Fault management for viewing BCM 4 0 alarms You can set which alarms are displayed in the Element Manager alarm browser and which alarms trigger an SNMP trap 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 configuration backups or application backups An application backup includes data generated through the day to day use of the on box applications as well as the configuration data A scheduled backup provides the ability to routinely perform a backup which can be kept on the BCM 4 0 hard drive or transferred 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 BCM 4 0 to either the USB port the Element Manager client PC
28. n security and privacy Using the Element Manager you can select which versions of SNMP you want the BCM 4 0 agent to support Management Information Bases provide access to the managed objects of a system and specify the format of traps BCM 4 0 supports these standard Management Information Bases MIBs for remote management e MIBII RFC 1213 second version of the Management Information Base for use with network management protocols in a TCP IP based internet It includes System Group Interfaces Group and is a baseline RFC implemented by data networking systems Entity MIB RFC 2737 describes managed objects used for managing multiple logical and physical entities managed by a single SNMP agent e System Host MIB RFC 2790 MIB for managing host systems Defines a set of objects common across many computer system architectures that are useful for the management of host computers such as memory CPU and so on e SmallSiteEvent MIB for traps e REC 2261 SNMP Framework MIB BCM 4 0 System Overview 24 Chapter 2 BCM 4 0 system overview BCM 4 0 has adopted the Common Information Model CIM standard according to the industry standards organization Distributed Management Task Force DMTF which provides a modeled method of managing system programming parameters BCM 4 0 uses the transport mechanism CIM operations over HTTP using XML also referred to as CIM XML The BCM 4 0 CIM XML interface provides a consistent way to manag
29. nts Minimize the vulnerability of logged in sessions Idle session time out Account Management Minimize the vulnerability of UserIDs Automatic disabling of unused accounts Set based admin requires userID and password Account UserID Access Privilege Management e Logged in userID session access display User account access management advantages These enhancements to user account access management provide a more secure BCM access environment making it more difficult for a malicious user to gain access to a BCM User account access management applications These enhancements allow owners of BCM to enforce more secure account access controls to the BCM to ensure secure management of the BCM and thereby increase protection against potential vulnerabilities N0060607 BCM 4 0 system overview Chapter2 19 Secure interface and audit logging This feature enhances interface security by adding more secure access controls It also adds security audit logs allowing capture of configuration changes and system activity by UserID date and time These improvements bring the BCM in alignment with the security enhancements being introduced with BCM50 Secure Interface Access and Communications Controls provide Support for Secure Copy SFTP Use of digital signatures and enhanced providing for SSH encrypted file tamper detection to ensure trusted sources transfers for software upgrades patches software e Supp
30. oc participants on multiple conferences Meridian Customer Defined Network Trunk Anti Tromboning with integrated applications The BCM currently uses MCDN signaling to optimize network resource utilization when transferring or forwarding station to station calls This feature adds the ability for applications such as Voicemail and AutoAttendant to leverage these MCDN capabilities to optimize network utilization MCDN TAT advantages e Provides customers with optimal utilization of trunk facilities e Enables a greater number of feasible networking scenarios for servicing customers MCDN TAT applications This feature allows the BCM to determine if calls routed across a network by the integrated AutoAttendant or Voicemail should invoke the TAT or Trunk Route Optimization TRO MCDN functionality to optimize the trunking network connection Voice enabled WAN For low speed Frame Relay and Point to Point Protocol PPP access to BCM through the WAN interface effective voice and data communications over this link require fragmentation and compression Fragmentation techniques allow data frames to be fragmented meaning that voice packets will not get stuck behind large data frames avoiding the introduction of jitter to voice calls The use of Header Compression greatly reduces the overhead associated with sending voice packets allowing more efficient use of the available bandwidth This feature enables this support for fragmentation on both
31. ort for Simple Network release upgrades Management Protocol SNMP v2 amp v3 Ability to test the system s ability to generate including encryption provided with v3 alarms and logs including system security e BCM owner control of Nortel technical alarms and logs support access Audit Log capabilities e Tracks of critical changes to system and login attempts Last successful login identification and interface Last failed login attempt total failed logins since last successful login Configuration change log tracking configuration changes to system by UserID e RADIUS Support Centralized Authentication Radius Client to authenticate and authorize using a centralized Radius server Secure interface and audit logging advantages In addition to supporting IPsec tunnels for management the ability to encrypt SNMP and file transfers provides BCM users with an expanded capability set for secure interface communications Audit logging of login attempts provides the BCM user with the ability to track security violation attempts and determine if further action is required If a userID security breach is suspected as a result of system configuration changes the audit logging of configuration changes provides traceability to userIDs and interfaces Increased ease of use and reduce user lost productivity by ensuring system availability protection against DoS attacks Reduced impacts of potential vulnerabilities attacks and t
32. ort for USB port to BCM200 400 BCMI1000 USB continues to be unsupported e BCM200 400 continues not to support UPS over USB Linux upgrade The WinNTe end of life drives the migration to a Linux based operating system using Nortel Corporate Linux This provides ownership of the operating system strategic direction and direct access to the operating system for fast issue resolution and ensuring an effective long term support strategy within Nortel For customers concerned about potential WinNTe security vulnerability and whose systems are accessible on a WAN or LAN it is recommended you upgrade to BCM 4 0 BCM 4 0 System Overview 12 Chapter 2 BCM 4 0 system overview Nortel corporate Linux The BCM portfolio is now built upon Nortel Corporate Linux which was developed for the high reliability and secure carrier market There have been no significant Linux kernel issues in the two years of exposure for Nortel Corporate Linux on the Compact Call Server product The BCM 4 0 software release is an important part of the BCM portfolio evolution in 2006 A major part of this evolution includes a move to a more secure product on a Linux operating system This portfolio evolution was first introduced with the first release of the BCM50 and continues for the BCM200 400 with the BCM 4 0 release BCM 4 0 will support the Linux operating system for the installed base of BCM200 BCM400 and BCM1000 platforms through a software upgrade All n
33. phone For more information see the BCM 4 0 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 the information about the call You can use the information CDR collects to create reports about call activity CDR also provides an interface to third party applications to allow for call accounting and billing For more information see the BCM 4 0 Call Detail Recording System Administration Guide N0060607 BCM 4 0 system overview Chapter 2 33 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 putting calls on hold transferring calls and making conference calls For more information see the BCM 4 0 Personal Call Manager User Guide Interactive Voice Response IVR is an automated telephony application that prompts callers with a combination of recorded menus and prompts and real time data from databases Users enter digits from their touchtone keypad that direct the Interactive Voice Response application to access databases and play information back to the caller IVR is a call handling system tha
34. ranular selection of the number of desired skillsets e Reporting for ICC e Multimedia ICC For more information see the Call Center Set Up and Operation Guide Multimedia Contact Center Using the Multimedia Contact Center application agents and callers can participate in multimedia calls that include e speaking over a Public Switched Telephone Network PSTN voice connection e text chatting e exchanging and viewing Web pages e viewing screen captures sent by an agent to the caller 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 have the same browser features of phone and browser calls but no voice call component LAN CTE BCM Computer Telephony Integration CTI products provide an interface between your personal computer and your BCM 4 0 system With these products you can use telephony applications through the Windows operating system to control your telephone One of the software components of BCM CTI is LAN CTE Local Area Network Computer Telephony Engine LAN CTE provides an interface between your personal computer your telephone and the BCM 4 0 system With LAN CTE installed on your computer you can run LAN CTE or TAPI applications to communicate with and control your tele
35. rence Phone 2033 applications e Ideal for conference rooms and executive offices Fosters collaboration and idea exchange N0060607 BCM 4 0 system overview Chapter2 21 IP Key Expansion Module 124 The I24 Key Expansion Module KEM expands the IP portfolio to conference rooms delivers high quality audio and features a large speed dial list 124 KEM Hardware module to expand line feature buttons e Self label display to customize desktop e Connects through accessory port on IP Phone 2002 or IP Phone 2004 Powered by host phone via accessory port e BCM supports up to 5 KEMs per IP phone Maximum 20 sets per system with KEM 124 KEM applications Ideal for Secretary and Health care IP firmware IP phones incorporate network management and security enhancements The firmware can be upgraded with a patch or call sever release providing e Enhanced VLAN configured manually or with DHCP and PC VLAN configured manually tagging e Enhanced display for local Network Diagnostic Utilities Global market BCM 4 0 delivers country and regulatory support equivalent to BCM3 7 and adds additional support for Polish Irish English Finnish Korean and Turkish Voice prompts The following additional capabilities will be available with the BCM4 0 release e Addition of second dial tone for PRI BRI In some markets it is the responsibility of a PBX to provide a local tone to the originating party as opposed
36. reshold violation alert occurrences Threshold violations can be sent as alarms and used by the centralized AppManager VoIP performance monitoring product from NetIQ to generate a system wide view of the voice quality of the network and help diagnose voice quality issues The alarms include extensive call quality information in accordance with IETF RTCP XR RFC 3611 PVQM advantages Provides ability to monitor quality and integrity of IP based voice networking e Significant differentiator in VoIP convergence network sales with its market leading proactive per call focus e Mitigates customer issues over whether the data network or the BCM is at fault when there are call quality issues situations e Consistency in QoE solution across Nortel enterprise call servers facilitates mixed network deployments Ad Hoc Conferencing Currently the BCM supports three party conferencing Ad Hoc Conferencing extends this capability to support large multi party conferencing Ad Hoc Conferencing advantages e User interface model is similar to today s F3 conference e There is no impact on the user s feature button footprint that is there is no need for additional IC keys or an additional feature key BCM 4 0 System Overview 16 Chapter 2 BCM 4 0 system overview e This extends the current three party conferencing capabilities allowing users the flexibility to have larger multi party conferences e Support up to 40 simultaneous ad h
37. t 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 http 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 http 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 BCM 4 0 System Overview 8 Chapter 1 Getting started N0060607 Chapter 2 BCM 4 0 system overview The Nortel Business Communications Manager Release 4 0 BCM 4 0 brings the benefits introduced with the BCM50 to the BCM200 400 platform These benefits include a Linux operating system OS which enhances product security and an improved operational cost model The BCM 4 0 release also builds upon previous BCM releases to continue to deliver a global industry leading enterprise solution for businesses of all types and sizes These solution enhancements include improvements in IP telephony solut
38. t allows employees to perform their jobs and agents to make sales rather than answer frequently asked questions Interactive Voice Response can distribute calls make announcements and give callers access to relevant information from dynamic databases 24 hours a day 7 days a week BCM 4 0 System Overview 34 Chapter 2 BCM 4 0 system overview N0060607 Index 35 Index A Ad Hoc Conferencing advantages 15 overview 15 BCM 4 0 capabilities 9 overview 9 restrictions 9 C Call Center 30 Call Detail Recording CDR 32 overview 32 CallPilot Enhancements 30 CallPilot features Auto Attendant 28 Custom Call Routing 28 Fax Answering 28 Voicemail 28 CallPilot options Call Center 30 Fax 30 Message Networking 30 Unified Messaging 30 copyright 2 Custom Call Routing CCR 29 E Element Manager managing BCM 4 0 25 overview 25 F Fax 30 Fax Answering 29 Intelligent Contact Center features 31 optional components 31 Interactive Voice Response IVR 33 overview 33 IP Telephones ip audio conference phone 2033 20 ip key expansion module i24 20 L LAN CTE overview 32 Linux dependencies 11 nortel corporate linux 11 upgrade 11 Management Improvement advantages 14 tasks 14 Managing BCM4 0 overview 22 set based administration 24 Meridian Customer Defined Network MCDN 16 Message Networking 30 Multimedia Contact Center call types 32 features 32 N Network Configuration
39. telligent Contact Centre on page 31 CallPilot Voicemail enhancements on page 30 Improves security and replaces WinNTe end of life Reduces installation and operations costs associated with BCM with faster and easier programming remote administration and simplified operations Provides ability for proactive identification of voice quality of experience QoE issues on a per call basis Enables troubleshooting of voice quality issues on the LAN Allows ad hoc conference users to bring in more participants as required and not be limited to three Optimizes network resource usage for call scenarios involving applications such as Auto Attendant and voicemail Enables customers with low speed links PPP FR for data voice to experience improved QoS for voice traffic Improves link utilization Enables greater application integration Enables H 323 users to migrate to SIP Provides increased security capabilities addressing a major area of customer concern Provides ubiquitous capabilities across the BCM portfolio enhancements introduced with BCM50 R1 Expands the IP set portfolio to conference rooms Expands positioning of IP offering to those solutions requiring IP KEM sets Multilingual voice prompts second dial tone 12 digit support Ability to choose the number of agents and skillsets that a customer or customer site requires Fills the gap between Basic and Professional CC Increased number of greeting tables Expands s
40. to the central office This feature adds the ability to provide the local tone e Increasing public received digit length from 7 to 12 digits Some markets require gt 7 digit public received digits to support dial plans BCM 4 0 System Overview 22 Chapter 2 BCM 4 0 system overview BCM 4 0 Management You can quickly install configure and administer your BCM These topics summarize the BCM 4 0 management areas e Ease of installation on page 22 Remote management accessibility on page 23 e On Box and device manageability features on page 23 e Set Based administration on page 24 for no PC programming of most of the system e Element Manager on page 25 an interface that supports all aspects of BCM 4 0 element management e Software updates on page 26 e Network Configuration Manager on page 27 for multi element support Ease of installation For BCM 4 0 installations that require data networking IP sets or VoIP trunking BCM 4 0 can function as aDHCP client to a network DHCP server for automated IP address assignment BCM 4 0 can also be a DHCP server to provide both IP phone sets and a directly connected Element Manager PC with their IP configuration If you use Norstar set based programming you can install and program BCM telephony and applications through set based administration Also installers who familiarize themselves with set based programming use a system connected telep
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