Avaya Advanced Paging Productivity Pack Configuration Configuration manual
Contents
1. e One Button Text page 11 e Configuring the One Button Text feature page 18 Customer Assistance Page A user presses a button on a call box or telephone or uses a symbol kiosk to initiate a customer assistance page in the designated paging zone For more information about the Customer Assistance Page feature see the following sections e Customer Assistance Page page 12 e Configuring the Customer Assistance Page feature page 22 Advanced Paging Productivity Pack Configuration 8 Chapter 1 New in this release Schedule Page Configure previously programmed announcements to play automatically in the designated paging zones according to a defined schedule For more information about the Schedule Page feature see the following sections e Schedule Page page 13 e Configuring the Schedule Page feature page 20 Reporting Perform administration for the APPP features through Business Element Manager Element Manager or Network Configuration Manager NCM The BCM system generates and stores reports for the One Button Page and Customer Assistance Page features These reports are supported through CallPilot Manager For more information about APPP reporting see the following section e Reporting page 13 NN40010 503 Chapter 2 Introduction This document provides information about installing and configuring the Advanced Paging Productivity Pack APPP Installation and configuration of APPP is su2. 20 02 0c eee eee 31 Verifying the One Button Text settings 00 0 c eee 32 Verifying the Schedule Page settings nauan 32 NN40010 503 How to get help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues sign up for automatic notification of new software and documentation for Nortel equipment open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site and you have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use
3. Advanced Paging Productivity Pack Configuration BCM Business Communications Manager Document Status Standard Document Version 02 01 Document Number NN40010 503 Date August 2008 NORTEL Copyright Nortel Networks 2007 2008 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 registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Contents 3 Contents How to get help inst ns cd dew ies ibs ee Mad ieas 2k ei PeR dea DRA ED eRe ee RED 5 Chapter 1 New in this release 2 00 cee eee eee eee eee ees 7 FORUICS U OTTT 7 GNE BUIO PUE ur 2 qos pce ac a cnc aria Rand SE ae alow acr loe E ed nk pe wad ddr dod T Coe PURIN TREE apers aed RU ERES Rache S RUE eae abu d SOR a p de Fi Customer Assistancs Page 212224922 AG P3 EA Ra eR E POL ee LESSER IS PAG re 7 SONOS PAS acuit ie
4. access to custom call routing CCR trees available in CallPilot Manager Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration Applications Voice Messaging Contact Center Click Launch CallPilot Manager From CallPilot Manager select Auto Attendant gt General Properties From the Auto Attendant Properties page type a number for the starting feature code in the Starting CCR tree feature code field 5 Type a number for the range of feature codes in the Number of CCR tree feature codes field Advanced Paging Productivity Pack Configuration 18 Chapter 5 Configuring the APPP features Create your custom call routing CCR tree with the required Park and Page nodes For more information about CCR trees and Park and Page nodes see the CallPilot Manager Set Up and Operation Guide NN40090 300 Program one button access to the required Park and Page nodes Use F 3 to program memory buttons on the telephone that correspond to the feature codes assigned in the Auto Attendant properties page For more information about one button access to CCR trees see the CallPilot Manager Set Up and Operation Guide NN40090 300 For more information about programming memory buttons with feature codes using F 3 see the CallPilot Reference Guide NN40090 100 End Configuring the One Button Text feature Configure the One Button Text feature using Business Element Manager Element Mana
5. or TDM device see the Device Configuration Guide for your BCM system End Variable definitions Table 4 CAB name format Variable Value Description nnnnn up to five A descriptive name for the CAB characters Advanced Paging Productivity Pack Configuration 24 Chapter 5 Configuring the APPP features Table 4 CAB name format Variable Value Description X 1 9 The number of the CCR tree that contains the desired Park and Page node Y 1 8 The number of the Park and Page node within the CCR tree Programming the symbol kiosk or Web device Program the symbol kiosk or Web device to send the correct URL to the BCM system to initiate or cancel a customer assistance page The URL must have one of the specific formats described in the following procedure Prerequisites e This procedure is performed by the client s technical support personnel e Some Web browsers do not support embedding a user name and password into the URL In this case use the URL option without the user name and password Procedure steps Step 1 Action In Element Manager create an nnpage account Configuration Administrator Access gt Accounts and Privileges gt View by Account tab For more information about creating user accounts see the Administration Guide NN40020 600 for your BCM system Program the symbol kiosk or Web device to initiate or cancel a page by sending an appropriate
6. APPP software update Install the APPP software using the software updates process in Element Manager or NCM Procedure steps Step Action 1 From the Nortel Technical Support Web site download the software update for the APPP 2 Install the APPP software update using Element Manager or NCM From the Element Manager navigation panel select Administration gt Software Management gt Software Updates For more information about performing software updates with Element Manager see the Administration Guide for your BCM system e From the NCM navigation panel select Administration gt Configuration Data and then select your BCM systems For more information about performing software updates with NCM see the NCM documentation for your system End Advanced Paging Productivity Pack Configuration 16 Chapter 4 Installing software and applying the keycode Applying the APPP keycode Enable the APPP by applying a valid keycode file to your BCM systems Prerequisites Ensure you have installed the APPP software For more information see Installing the APPP software update page 15 Ensure you have the APPP authorization code You need this code to generate a keycode file for your BCM systems Procedure steps Step Action 1 Using the Nortel Keycode Retrieval System KRS and your APPP authorization code generate a new keycode file for each BCM system to update For information about keycodes see the Keycode
7. Daily at midnight e Whenever the current CSV file is pulled pushed by a CDR client The CSV file is named Record OBT cyyyymmddHHMMSS where yyyy is the year mm is the month dd is the day HH is the hour MM are the minutes and SS are the seconds This file contains one record for each time the One Button Text feature is used Each record contains the following fields e DN DN of the telephone where the One Button Text feature was initiated e Feature Code feature code of the One Button Text feature e Date and Time date and local time of day when the One Button Text feature was initiated The date and time takes the format yyyymmddHHMMSS as described previously e Result this field has one of three values Acked and Responded recipient pressed the OK soft key in response to the message Acked Only recipient pressed the Cancel soft key in response to the message Not Acked recipient did not acknowledge the message within the allowed time NN40010 503 15 Chapter 4 Installing software and applying the keycode Download and install the Advanced Paging Productivity Pack APPP software and then apply the APPP keycode file to enable the APPP features If required you can uninstall the APPP using Business Element Manager Element Manager or Network Configuration Manager NCM Navigation e Installing the APPP software update page 15 e Applying the APPP keycode page 16 Installing the
8. Installation Guide NN40010 301 2 Apply the APPP keycode file to your BCM systems using Element Manager or NCM From the Element Manager navigation panel select Configuration System Keycodes For more information about performing software updates with Element Manager see the Keycode Installation Guide NN40010 301 From the NCM navigation panel select Administration gt Configuration Data gt Wizards tab gt Keycode Wizard For more information about performing software updates with NCM see the NCM documentation for your system End NN40010 503 17 Chapter 5 Configuring the APPP features Configure the features in the Advanced Paging Productivity Pack APPP Prerequisites e Ensure the APPP software is installed and the APPP keycode file is applied to the BCM systems For more information see Installing software and applying the keycode page 15 Navigation e Configuring the One Button Page feature page 17 e Configuring the One Button Text feature page 18 e Configuring the Schedule Page feature page 20 e Configuring the Customer Assistance Page feature page 22 Configuring the One Button Page feature Configure the One Button Page feature to enable a user to initiate the desired page in a defined paging zone by pressing a feature key or a sequence of keys on the telephone dialpad The One Button Page feature is an extension of the Park and Page feature and uses the one button
9. NN40010 602 For details about reporting for CallPilot see the CallPilot Manager Set Up and Operation Guide for your BCM system For details about reporting for APPP features see the following sections e Reporting for Customer Assistance Page page 13 e Reporting for One Button Page page 14 e Reporting for One Button Text page 14 There is no reporting for the Schedule Page feature Reporting for Customer Assistance Page For the Customer Assistance Page feature the reporting feature generates a daily at midnight CSV file located in the CDR Push Pull directory The CSV file is generated e When the Customer Assistance Page service initiates e Daily at midnight e Whenever the current CSV file is pulled pushed by a CDR client This file is named Record cab lt yyyymmddHHMMSSs where yyyy is the year mm is the month dd is the day HH is the hour MM are the minutes and SS are the seconds This file contains one record for each help request where each record contains the following fields e DN DN of the CAB or the name of the symbol kiosk that generated the request e Feature code F9xy where x is the number of the CCR tree that contains the Park and Page node and y is the number of the Park and Page node within the CCR tree e Start time local time of day previously described format of HHMMSS when a customer pressed the Help button e End time local time of day previously described format of HHMMSS when a
10. Time Fixed Time the page occurs at a specific time of day in local time as entered in the Time of Day field Periodic the page repeats periodically depending on the value entered in the Repeat Mins field If the value is 0 then the page plays only once at the start of business hours The opening time is defined in CallPilot Greeting Table 1 The value is 0 360 minutes After Opening Time the page occurs a specific number of minutes after opening time as entered in the Minutes After Opening field The opening time is defined in CallPilot Greeting Table 1 The value is 0 360 minutes Before Closing Time the page occurs a specific number of minutes before closing time as entered in the Minutes Before Closing field The closing time is defined in CallPilot Greeting Table 1 The value is 0 360 minutes Advanced Paging Productivity Pack Configuration 22 Chapter 5 Configuring the APPP features Table 3 Schedule Page panel Schedule Plan tab Sheet 2 of 2 Variable Value Description Day Everyday Specific The type of day value for the schedule plan Days peiie Daig Everyday the page occurs every day Specific Day the page occurs only on the selected day as entered in the Day field A plan with this value takes precedence over plans that are set to Everyday Specific Date the page occurs only on a specific date each year as shown in the Date and Month fields A plan with this val
11. access see the CallPilot Manager Set Up and Operation Guide NN40090 300 End Checking the CallPilot Manager event report If One Button Page or Customer Assistance Page is not functioning correctly examine the CallPilot Manager event log Procedure steps Step 1 Action From the Element Manager navigation panel select Configuration Applications Voice Messaging Contact Center Click Launch CallPilot Manager From the CallPilot Manager navigation panel select Reports Event Log Examine the Event Log for any issues that might cause the APPP to function incorrectly End Advanced Paging Productivity Pack Configuration 32 Chapter 6 Troubleshooting Verifying the One Button Text settings If One Button Text is not functioning correctly use Element Manager to verify that the settings are correct Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt One Button Text From the One Button Text panel select the Global Settings tab Verify that the settings are correct From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt One Button Text From the One Button Text panel select the Feature Configuration tab Verify that the settings are correct For more information see Configuring the One Button Text feature page 18 En
12. ei E eg ce aie Sbied a boda d e RC GRO o Odes I7 Configuring the One Button Page feature 0 0000 cece tee 17 Configuring the One Button Text feature 0 00 eee 18 Configuring global Setting ucdosmesccek emere RR IRR A debe REI Ru RR Reis 18 COMUQUIING Ies ecu ster RE PER REOR Y bee Eo Red CR P RARO e das Bardo 19 Configuring the Schedule Page feature lllllllellellelleleleleee 20 Configuring the Customer Assistance Page feature 00 c cece eee ene 22 ONO Me CAB TRI ent e blend 22 Advanced Paging Productivity Pack Configuration 4 Contents Programming the symbol kiosk or Web device 0000 e cece eee eee 24 Configuring the symbol kiosk or Web device in Element Manager 26 Chapter 6 Troubleshooting leeeeeerr nnn 27 Troubleshooting procedures uses saaesksra ERROR XROCAR RR REED RRR DORE RARE m 28 NAGANO iced RE Re v REEXERPRIXE CHERER R ONE e DEERRN GE OSES SETHE ECR SAS The ee SEER 29 Verifying that the APPP software update is installed llli 29 Verifying that the APPP keycode is applied 02 0 e eee eee 29 Verifying the name of the customer assistance box 000 0c eee eee eee eee 30 Veniymg ihe target node con ssh qua RR HEURE EGORSORG EacK GR ROC o RUE ORE be RACE ROI eR ROS 30 Accessing the target node 2 ccc ccc deeds ure RECS gegen rhe d Ro OER ER RRS 31 Checking the CallPilot Manager event report
13. of the APPP features are not functioning correctly use Business Element Manger Element Manager to verify that the APPP software update is installed on your BCM system Procedure steps Step 1 Action From the Element Manager navigation panel select Administration Software Management Software Update History Verify that the software update for the APPP is in the list If the software update for the APPP is not listed download and install the software update For more information see Installing software and applying the keycode page 15 End Verifying that the APPP keycode is applied If any of the APPP features are not functioning correctly use Element Manger to verify that the APPP keycode is applied to your BCM system Procedure steps Step 1 Action From the Element Manager navigation panel select Configuration System Keycode In the Feature licenses list verify that the APPP keycode is Active If the keycode is not Active generate and apply a keycode for the APPP For more information see Installing software and applying the keycode page 15 End Advanced Paging Productivity Pack Configuration 30 Chapter 6 Troubleshooting Verifying the name of the customer assistance box If Customer Assistance Page CAB is not functioning correctly verify that the name of the CAB has the correct format Procedure steps Step 1 Action From the Element Manager navigation panel sel
14. salesperson pressed the Cancel button or the time of the system timeout if no salesperson pressed the Cancel button e Feature F9xy where x and y are the last two digits of the CAB name Advanced Paging Productivity Pack Configuration 14 Chapter 3 Features description Reporting for One Button Page For the One Button Page feature the reporting feature generates a CSV file located in the CDR Push Pull directory The CSV file is generated e When the One Button Page service initiates e Daily at midnight e Whenever the current CSV file is pulled pushed by a CDR client The CSV file is named Record obp lt yyyymmddHHMMSSs where yyyy is the year mm is the month dd is the day HH is the hour MM are the minutes and SS are the seconds This file contains one record for each time the One Button Page feature is used Each record contains the following fields e DN DN of the telephone where the One Button Page feature was initiated e Feature code FOxy where x is the number of the CCR tree that contains the Park and Page node and y is the number of the Park and Page node within the CCR tree e StartTime local time of day previously described format of HHMMSS when One Button Page was initiated Reporting for One Button Text For the One Button Text feature the reporting feature generates a CSV file located in the CDR Push Pull directory The CSV file is generated e When the One Button Text service initiates e
15. 16 characters long press the MORE soft key or 3 on the dialpad to show the remainder of a message e Press the OK soft key or 1 on the dialpad to indicate that you will take appropriate action in response to the request e Press the Cancel soft key or 2 on the dialpad to indicate that you will not take any action in response to the request You cannot use the numbers on the dialpad to respond to a message on the following IP Phones you can only use soft keys IP Phone 2004 phase 1 and phase 2 IP Phone 2006 IP Phone 2007 IP Phone 1140E IP Phone 2050 and WLAN Handsets 2210 2211 2212 After the recipient responds or the timeout time expires the originating telephone receives an audible tone if enabled and one of the following messages e Msgrecv indicates that the recipient viewed your message and is taking appropriate action presses the OK button or 1 on the dialpad e Msg cncl indicates that the recipient viewed your message and is not taking any action presses the Cancel button or 2 on the dialpad If the recipient viewed the message and does not taking any action then the sender receives a message nack when the timeout time expires e Msg nack indicates that the recipient did not view your message within the defined time or the recipient viewed your message but did not take any action within the defined time On the WLAN Handsets 2210 2211 2212 pressing the Menu key releases the session within ten seconds a
16. P Phones you cannot disable this variable IP Phone 2004 phase 1 and phase 2 IP Phone 2006 IP Phone 2007 IP Phone 1140E IP Phone 2050 and WLAN Handsets 2210 221 1 2212 Display Timeout s 60 300 seconds The amount of time for the recipient to respond to the message When the time expires a no response message is returned to the sender indicating that the message was not received Configuring features Configure up to 50 feature codes on your BCM system to send a programmed text message to a specific telephone directory number DN Each feature code is associated with a different text message Access each feature by pressing the appropriate key on your telephone dialpad Program the feature codes on the Auto Attendant Properties page in CallPilot Manager CallPilot Manager gt Auto Attendant gt General Properties page For more information about the variables on the One Button Text panel Feature Configuration tab see the table One Button Text panel Global Settings tab page 19 Procedure steps Step 1 Action From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt One Button Text From the One Button Text panel select the Feature Configuration tab Click Add From the Add Feature Code box type the feature code in the Feature Code field Click OK From the Feature Configuration tab select the feature code to m
17. Pack Configuration 28 Chapter 6 Troubleshooting Troubleshooting procedures This task flow shows you the sequence of procedures you perform to troubleshoot the APPP features To link to any procedure click on the procedure title in the flow chart Figure 1 APPP troubleshooting task flow Troubleshoot the APPP Verifying that the APPP soft ware update is installed Verifying that the APPP key code is applied Problem with Cus ifyi tomer Assistance Problem with Cus Verifying the name of uh the customer assis age or One Button tance box Page tomer Assistance Page Verifying the target node T Accessing the target node Checking the CallPilot Manager event report Problem with Verifying the One One Button Text Button Text settings iN Verifying the Sched ule Page settings NN40010 503 Troubleshooting Chapter6 29 Navigation e Verifying that the APPP software update is installed page 29 e Verifying that the APPP keycode is applied page 29 e Verifying the name of the customer assistance box page 30 e Verifying the target node page 30 e Accessing the target node page 31 e Checking the CallPilot Manager event report page 31 e Verifying the One Button Text settings page 32 e Verifying the Schedule Page settings page 32 Verifying that the APPP software update is installed If any
18. URL to the BCM system The URL must have one ofthe following formats e URL with user name and password http lt nnpage gt lt nnpagePassword gt lt BCMIPAddress gt Voicemail cgi bin BCMPage station lt KioskName gt amp page lt xy gt amp status lt action gt e URL without user name and password lt http lt BCMIPAddress gt Voicemail cgi bin BCMPage station lt KioskName gt amp page lt xy gt amp status lt action gt For more information about the variable definitions of the URL format see the table Symbol kiosk or Web device URL format page 25 Ensure that you program a cancel action for every initiated page Repeat steps 2 and 3 to program the number of pages required End NN40010 503 Configuring the APPP features Chapter 5 25 Variable definitions Table 5 Symbol kiosk or Web device URL format Variable Value Description nnpage as defined in An account created in Element Manager to have Element Manager the same privileges as the nnguest account nnpagePassword as defined in The nnpage account password Element Manager BCMIPAddress as defined in Element Manager The IP address of your BCM system KioskName The name assigned to the kiosk for reporting purposes for example Electronics01 x 1 9 The number of the CCR tree that contains the desired Park and Page node y 1 8 The number of the Park and Page node within the defined CCR tree action new ca
19. age 17 e Troubleshooting page 27 Advanced Paging Productivity Pack Configuration 10 Chapter 2 Introduction NN40010 503 11 Chapter 3 Features description The Advanced Paging Productivity Pack APPP includes the following features e One Button Page page 11 e One Button Text page 11 e Customer Assistance Page page 12 e Schedule Page page 13 e Reporting page 13 Enable the APPP features through a single keycode that you apply to the BCM system If you require the APPP on multiple BCM systems apply a unique keycode file to each BCM system Configure and administer the One Button Text and Schedule Page features with Business Element Manager or Network Configuration Manager NCM Administration through Telset Admin or CallPilot Manager is not supported for these two features Configure and administer the One Button Page and Customer Assistance Page features through CallPilot Manager The BCM system reserves a total of 56 feature codes that you can use for One Button Page One Button Text and one button access to Park and Page One Button Page A user presses a feature key or a sequence of keys on the telephone dialpad to initiate a pre programmed page The pre programmed page is played in the appropriate paging zone If the page zone or overhead page system is in use at the time of the page the BCM system queues the page and plays it when the resource becomes available As an extension of t
20. an Express Routing Code ERC to quickly route your call to a specialist in your Nortel product or service To locate the ERC for your product or service go to www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller Advanced Paging Productivity Pack Configuration 6 How to get help NN40010 503 Chapter 1 New in this release The following sections detail what s new in Advanced Paging Productivity Pack Configuration NN40020 200 Features See the following sections for information about feature changes e One Button Page page 7 e One Button Text page 7 e Customer Assistance Page page 7 e Schedule Page page 8 e Reporting page 8 One Button Page A user presses a feature key or a sequence of keys on the telephone dialpad to initiate a previously programmed page in a defined paging zone For more information about the One Button Page feature see the following sections e One Button Page page 11 e Configuring the One Button Page feature page 17 One Button Text A user presses a feature key or a sequence of keys on the telephone dialpad to send a previously programmed text message to a fixed or wireless telephone For more information about the One Button Text feature see the following sections
21. d Verifying the Schedule Page settings If Schedule Page is not functioning correctly use Element Manager to verify that the settings are correct Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt Schedule Page 2 Verify that the settings are correct For more information see Configuring the Schedule Page feature page 20 End NN40010 503
22. eb ee cee aS does ER eri QA a eke See 8 REDONO oc c2cd ns sate Casto a ek oer ee headers EAS ae hee aan arenes 8 Chapter 2 Introductio ccc eseesoiesseiseSieec Re veri eScsseebes ese 9 Preraquisibs auus suurostexedet esa sd eb ues dbek ew ed s ReLqqebesddu e de acces 9 PISIS QU dace oupEta anao po a toa icti te dE ci potu Sur dou eae UD d UPS etd 9 Chapter 3 Features description slelseleeeereesree 11 Ong Bw aus augue qaod Eo SER uH Pape ao Rd nal ehuawuew a dues aoe o dd 11 Ong Bulton TEX cu sete Seed eeeea Rd AX que RERO ERE eee Skee Re PERPE xD E3qeRd es 11 Customer Assistante PAGE uua eee acaopo Ree ecd acd aod SOR be Pane d al ns 12 Spiele PAJE since assu ases da sd a Ed ded add d dE eee S T qud 13 BI CPI 4 6 6206 Geto 4 OT TEE ETSI TOL DOO IE eEEoeeEeeer sees 13 Reporting for Customer Assistance Page 0 13 Reporting for One Button Page 2s cscs cee eon Rr RR bee Rex RE ERG eee ees 14 Reporting for One Button Text ciadu seeoui ees Goes so SAGE XERRESASA teense eee 14 Chapter 4 Installing software and applying the keycode 15 OUT 2 ode daten cules eee am dx Grace eh dia A cri ri ial ath am Sin eC ae aegis 15 Installing the APPP software update 00 0 cee tee 15 Applying The APPP Eeyeole 224442654 e545 E RARUS GREG X SO RACEORA SSR E Tea AEQ 16 Chapter 5 Configuring the APPP features 0 00 e cece eee eees 17 i ioni pM NM iy PIERII dx ele dead idea ed ob aate
23. ect Configuration gt Telephony gt Sets gt All DNs gt Capabilities and Preferences tab Verify that the name has the correct format as described in Configuring the Customer Assistance Page feature page 22 End Verifying the target node If One Button Page or Customer Assistance Page is not functioning correctly verify that the target node is a valid Park and Page node Procedure steps Step 1 Action From the Element Manager navigation panel select Configuration gt Applications gt Voice Messaging Contact Center Click Launch CallPilot Manager With CallPilot Manager verify that the node is a valid Park and Page node If it is not a valid Park and Page node create a valid Park and Page node in a CCR tree For more information about Park and Page nodes see the CallPilot Manager Set Up and Operation Guide NN40090 300 End NN40010 503 Troubleshooting Chapter6 31 Accessing the target node If One Button Page is not functioning correctly access the node with a regular call Procedure steps Step 1 2 Action Initiate an external call into your CallPilot system Answer the call at a telephone that is configured for one button access to the Park and Page node in question Use F986 to access the Park and Page node If you cannot access the target node verify that the one button access to this node is correctly configured For more information about Park and Page nodes and one button
24. ger e Configuring global settings page 18 e Configuring features page 19 Prerequisites e The alert tone is always enabled on the following IP Phones you cannot disable this variable IP Phone 2004 phase 1 and phase 2 IP Phone 2006 IP Phone 2007 IP Phone 1140E IP Phone 2050 and WLAN Handsets 2210 2211 2212 Configuring global settings Configure global settings to enable or disable an alert tone that signals to the user that a message is received You can also specify the amount of time to wait for the recipient to respond For more information about the variables on the One Button Text panel Global Settings tab see the table One Button Text panel Global Settings tab page 19 Procedure steps Step 1 Action From the Element Manager navigation panel select Configuration gt Applications Advanced Paging Productivity Pack One Button Text From the One Button Text panel select the Global Settings tab Select or clear the Alert Tone check box to enable or disable an alert tone In the Display Timeout s field type a timeout value in seconds End NN40010 503 Configuring the APPP features Chapter5 19 Variable definitions Table 1 One Button Text panel Global Settings tab Variable Alert Tone Value Description Enable or Disable A toggle to enable or disable an alert tone that signals to the user that a message is received The alert tone is always enabled on the following I
25. he CallPilot Park and Page feature One Button Page uses the one button access to custom call routing CCR trees You configure Park and Page nodes in CallPilot Manager and then program one button access to the required nodes One Button Text A user presses a feature key or a sequence of keys on the telephone dialpad to send a pre programmed text message to a fixed or wireless telephone Program this feature in Element Manager by typing the text message adding the destination directory number DN and assigning it to a feature key through a feature code The BCM system stores up to 50 text messages You can enable or disable an alert tone that signals to the user that a message is received and you can specify the amount of time to wait for the recipient to respond to the message Advanced Paging Productivity Pack Configuration 12 Chapter 3 Features description The alert tone is always enabled on the following IP Phones changing the value in Element Manager has no effect IP Phone 2004 phase 1 and phase 2 IP Phone 2006 IP Phone 2007 IP Phone 1140E IP Phone 2050 and WLAN Handsets 2210 2211 2212 The sent message is pre pended with the originating telephone DN followed by a colon When the message arrives the destination telephone sounds an audible tone if enabled Then the recipient selects an appropriate response The response is also pre pended with the telephone DN followed by a colon e Ifthe message is more than
26. ncel Indicates to the BCM system which action to perform where newinitiates a new page e cancel cancels the current page Advanced Paging Productivity Pack Configuration 26 Chapter 5 Configuring the APPP features Configuring the symbol kiosk or Web device in Element Manager Configure the symbol kiosk or Web device to use the Park and Page nodes in a custom call routing CCR tree to send a customer assistance page to the BCM system through a URL Prerequisites The client s technical support personnel must program the symbol kiosk or Web device For more information see Programming the symbol kiosk or Web device page 24 Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt Schedule Page From the Schedule Page panel select the CAB Settings tab Select the Allow URL check box to enable the symbol kiosk Web device End Variable definitions Table 6 Schedule Page panel CAB Settings tab Variable Value Description Allow URL enable disable A user can enable or disable the symbol kiosk or invocation Web device functionality for the APPP The default value is disable NN40010 503 27 Chapter 6 Troubleshooting Use the procedures in this section to troubleshoot the Advanced Paging Productivity Pack APPP Advanced Paging Productivity
27. nd sends Msg nack back to the sender If a sent message fails the user receives the message Fxxx Snd fail A message can fail if the message text and destination DN were not entered in Element Manager Customer Assistance Page A user presses a call button on a customer assistance box CAB or uses a symbol kiosk to request assistance The system plays the appropriate announcement stating that a customer requires assistance An employee responds to the page and presses a button on the CAB or uses the symbol kiosk to cancel the page If the page zone or overhead page system is in use at the time of the page the BCM system queues the page and plays it when the resource becomes available NN40010 503 Features description Chapter3 13 Schedule Page Configure pre programmed announcements to play automatically in the designated page zones according to a pre determined schedule If the page zone or overhead page system is in use at the time of the page the BCM system queues the page and plays it when the resource becomes available Reporting The supported CallPilot Manager reports are extended to the APPP features such that the BCM system tracks and generates reports for the APPP activities Access the reports through the Call Detail Recording CDR functionality in Element Manager Configuration gt Telephony gt Call Detail Recording For details about CDR functionality see the Call Detail Recording System Administration Guide
28. odify In the Details for Feature Code panel type a text message in the Text Message field Type the number of the destination DN in the Destination DN field Advanced Paging Productivity Pack Configuration 20 Chapter 5 Configuring the APPP features 9 To add more feature codes and associated text messages repeat steps 3 to 8 End Variable definitions Table 2 One Button Text panel Feature Configuration tab Variable Value Description Feature Code F9xy An available feature code must begin with a 9 for example F9xy Text Message 1 24 characters The message to send to the destination DN when the feature key is pressed Destination DN a valid DN from 3 The DN of the telephone that receives the text to 7 digits in length message The DN can be a TDM Unistim Dect Mobility or a wireless handset It cannot be an analog telephone or a telephone without an LCD display Configuring the Schedule Page feature Configure the Schedule Page feature by creating and configuring up to 50 schedule plans A schedule plan defines the variables for each page in your system For more information about the variables on the Schedule Page panel see the table Schedule Page panel Schedule Plan tab page 21 Procedure steps Step 1 o0 Ff O I Action From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivit
29. pported through Business Element Manager Element Manager and Network Configuration Manager NCM Unless otherwise indicated this information applies to e BCM 4 0 and later software BCMSO 2 0 and later software e BCM450 1 0 and later software Prerequisites e You have experience with BCM systems e You can use Element Manager to configure and administer BCM systems For more information see the Administration Guide for your BCM system e If using NCM you can use NCM to configure and administer BCM systems For more information see the NCM documentation for your system e You understand keycodes For details about keycodes see the Keycode Installation Guide NN40010 301 e You can use CallPilot Manager to configure Park and Page nodes in custom call routing CCR trees program one button access to Park and Page nodes administer company greetings and manage reports For more information see the CallPilot Manager Set Up and Operation Guide for your BCM system e You understand F 3 to program feature codes on telephone memory buttons For more information see the CallPilot Manager Reference Guide for your BCM system e You can program and configure a TDM telephone on a BCM system through Element Manager For more information see the Device Configuration Guide for your BCM system Navigation Features description page 11 e Installing software and applying the keycode page 15 e Configuring the APPP features p
30. the call button on the CAB feature F970 is initiated and when a user presses the Cancel button feature F970 is released Procedure steps Step 1 Action From the Element Manager navigation panel select Configuration Applications Voice Messaging Contact Center Click Launch CallPilot Manager From CallPilot Manager configure the required Park and Page nodes in a custom call routing CCR tree For more information about Park and Page nodes see the CallPilot Manager Set Up and Operation Guide NN40090 300 Connect the CAB to an available TDM port on your BCM system The CAB is automatically assigned a DN The CAB takes approximately 2 minutes to boot Do not use the CAB during the boot process To find the CAB DN check the port through Element Manager or plug in a TDM set and press F 0 In Element Manager change the DN of the CAB if required The CAB appears in the DN list as a 7208 telephone If there are other 7208 telephones on the system then you can determine the CAB DN by unplugging the CAB plugging in a telephone and pressing F 0 on the intercom to see the CAB DN In Element Manager Configuration gt Telephony gt Sets gt All DNs gt Capabilities and Preferences tab set the name of the CAB The CAB name must have the format nnnnnXY For more information about the variable definitions for the CAB name format see the table CAB name format page 23 For more information about configuring a CAB
31. ue has precedence over plans with values of Everyday or Specific Day Company Greeting 1 250 The number of the greeting to play as defined in Number the Company Greetings Page Type Overhead Paging The location where the page is broadcast The Internal Zone Both default value is Overhead Paging Page Zone 1 6 or All The number of the zone where the page is broadcast Page Zone is available only if the Page Type is set to Internal Zone or Both The default value is 1 Configuring the Customer Assistance Page feature Configure the Customer Assistance Page feature so a user can generate the appropriate page by pressing a call button on a customer assistance box CAB or by sending the appropriate URL through a symbol kiosk Web device to the BCM system If you are using a CAB perform the procedure Configuring the CAB page 22 If you are using a symbol kiosk or Web device perform the procedures Programming the symbol kiosk or Web device page 24 and Configuring the symbol kiosk or Web device in Element Manager page 26 Configuring the CAB Configure the CAB to use the Park and Page nodes in a custom call routing CCR tree to send a customer assistance page Prerequisites e After the CAB is installed wait 2 minutes for the CAB to boot before initiating any functionality e The CAB emulates a TDM device NN40010 503 Configuring the APPP features Chapter5 23 e When a user presses
32. y Pack gt Schedule Page From the Schedule Page panel select the Schedule Plan tab Click Add In the Add Schedule Plan box type a name in the Schedule Plan Name field Click OK In the Schedule Plan table select the Schedule Plan to modify In the Schedule Plan table double click the Greeting ID field for the schedule plan to modify From the Greeting ID list select the number of the greeting to play In the Schedule Plan table double click the Page Type field for the schedule plan to modify NN40010 503 Configuring the APPP features Chapter5 21 10 11 12 13 14 From the Page Type list select the type of page In the Schedule Plan table double click the Page Zone field for the schedule plan to modify From the Page Zone list select the number of the page zone From the Details for Scheduling Plan panel configure any remaining variables For information about the variables see the table Schedule Page panel Schedule Plan tab page 21 To add more schedule plans repeat steps 3 to 13 End Variable definitions Table 3 Schedule Page panel Schedule Plan tab Sheet 1 of 2 Variable Value Description Schedule Plan alphanumeric The name or identifier for the schedule plan Schedule Detail read only The automatically generated description of the schedule plan Time Fixed Time Periodic The type of time value for the schedule plan After Opening Time Before Closing
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