3Com NBX V3000 Service Manual

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NBX® Administrator’s Guide

V3000 Analog V3000 BRI V3001R V5000 NBX 100

Release 6.0

Part Number 900-0212-01 AA Published August 2006

http://www.3com.com/

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3Com Corporation 350 Campus Drive Marlborough, MA 01752-3064

Copyright © 1998 – 2006, 3Com Corporation. All Rights Reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.

3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change.

3Com Corporation provides this documentation without warranty, term, or condition of any kind, either implied or expressed, including, but not limited to, the implied warranties, terms, or conditions of merchantability, satisfactory quality, and fitness for a particular purpose. 3Com may make improvements or changes in the product(s) and/or the program(s) described in this documentation at any time.

If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, please contact 3Com and a copy will be provided to you.

UNITED STATES GOVERNMENT LEGENDS:

If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following:

United States Government Legend: All technical data and computer software is commercial in nature and developed solely at private expense. Software is delivered as Commercial Computer Software as defined in DFARS 252.227-7014 (June 1995) or as a commercial item as defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov

1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with guide.

Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered in other countries.

3Com, the 3Com logo, and NBX are registered trademarks of 3Com Corporation. NetSet and pcXset are trademarks of 3Com Corporation.

Other brand and product names may be registered trademarks or trademarks of their respective holders.

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CONTENTS

ABOUT THIS GUIDE

How to Use This Guide 19 Conventions 20 International Terminology 20 Your Comments 21

1 INTRODUCTION

Network-based Telephony 23 NetSet Administration Utility 24

NetSet User Interface 25

2 SYSTEM SETTINGS

Auto Discovery 27

Initial System Configuration 29 Disabling the Auto Discovery Feature 30

Enable Features System-Wide 30

How Call Timer Works With Other Telephone Features 31 System Identity 33 Business Information 34

System Mode 34

Business Hours 35 Date and Time 35

System Date and Time 35

Simple Network Time Protocol (SNTP) 36 IP Settings 36 Audio Settings 37

Compression Overview 37

Codec Selection 38

Codecs and NBX Devices 40

Silence Suppression Overview 41

Timers 42

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Multicast Addresses 43

3 FEATURE SETTINGS

Account Codes 45

Feature Interaction 46 Account Codes: Operational Modes 48

Call Pickup 51

Group Numbers 51

Call Park 53

Adding a Call Park Extension 53 Changing a Call Park Extension Name 53 Removing a Call Park Extension 53

Page Zones 54

Page Zone Feature Support 54 Ring Patterns 55 Supervisory Monitoring 55

Introduction to Monitoring 56

Domains and Upgrades 57

Domains and Privacy 58

Announcement Tones and Supervisory Modes 60

Supervisory Monitoring Usage Notes 63

Supervisory Monitoring Error Conditions 65 Speed Dials 67 WhisperPage 68

WhisperPage Permissions 70

Using Domains For WhisperPage 70

Feature Interaction With Whisper Page 71

WhisperPage Restrictions 72

4 SYSTEM MAINTENANCE

System Backup 75 System Restore 78 Import / Export Data 79 Reboot/Shutdown 80 Password Administration 80 Call Report Settings 82

CDR Changes At Release R6.0 82

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Windows Environment Specifications 84 Installing Call Reports 85 Configuring Call Reporting 85 Purge CDR 85

Purge Database 86

Purge Database and CDR 86 Purge All Voice Mail 86

Manage Data 86

Migration 87 Restore Database From Another Version 88

Disk Mirroring 89

Adding a Mirror Disk 89 Verifying a Failed Disk Drive 91 Reverting to a Single-Disk System 91

5 TELEPHONE CONFIGURATION

Adding, Removing, and Modifying Telephones 93

Adding a New Telephone 93 Modifying a Telephone 95 Checking a Telephone’s Status 96 Removing a Telephone 96 Rebooting a Telephone 96

Adding a Remote Telephone 97

Remote NAPT Telephone Configuration 97

Creating and Managing Bridged Extensions 98

Example Bridged Extensions Configurations 100 Defining Bridged Extensions 101 Defining Bridged Extensions on a Primary Telephone 101 Defining Bridged Extensions on a Secondary Telephone 102 Defining Bridged Extensions on 3103 Manager’s Telephones 103 Modifying Bridged Extensions 106 Sample Calling Situations Using Bridged Extensions 106 Viewing Bridged Extension Information 107 Camp On Feature and Bridged Extensions 108

Creating and Managing Telephone Groups 108

Creating a New Telephone Group 109 Modifying a Telephone Group 109

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Removing a Telephone Group 109

Viewing Telephone Group Membership 110 Recording and Monitoring Telephone Calls 110

Recording Calls Between Telephones with Different Recording

Settings 111

Remote Telephones 111

Music On Hold (MOH) 112

Non-3Com Telephones 112 Creating and Managing Button Mappings 112

Mapping Access Buttons 113

Mappings for Telephone Users and Groups 114

Creating a Busy Lamp/Speed Dial Button Mapping 114

Creating a Delayed Ringing Pattern 115

Creating Groups and Button Mappings 116 Changing Device IP Settings 117 Configuring the Attendant Console 119

Adding an Attendant Console 119

Modifying an Attendant Console 120

Viewing Attendant Console Status 120

Removing an Attendant Console 121

Configuring Attendant Console Buttons 121

Changing Attendant Console IP Settings 122

Configuring Connectivity to a 3105 Attendant Console Through the

Serial Port 122 Connecting and Managing Analog Devices 124

Adding an Analog Terminal Card 125

Adding an Analog Terminal Adapter (ATA) 127

Modifying an Analog Terminal Port 127

Removing an Analog Terminal Adapter 127

Viewing The Status of an Analog Terminal Adapter 128

Advanced Settings 129

6 USER CONFIGURATION

Users 131 Phantom Mailboxes 131 Class of Service (CoS) 132

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7 CALL DISTRIBUTION GROUPS

Automatic Call Distribution (ACD) 135

ACD Groups 136 ACD Shifts 139 Estimated Wait Time Announcements 140 In-Queue Digit Processing and Announcements 140 ACD Group Open/Close and Announcements 141 Announcements for SIP-Mode Systems 141 Wrap-Up Time 141 Streaming ACD Data Through a TCP Socket 143

ACD Considerations 143

Hardware Limits for ACD Groups 143 ACD Operations With Call Detail Reports (CDR) 143 Display Data 144 Voice Mail Port Usage 144

Using ACD 144

ACD Groups 145 ACD Announcements 146 ACD Agents 148 ACD Statistics 149

Hunt Groups 152

Linear and Circular Hunt Groups 154 Calling Groups 154 Call Coverage 154 Hunt Group Supervisory Monitoring 155

8 PSTN GATEWAY CONFIGURATION

Configuring and Managing Analog Line Card Ports 157

Configuring a Line Card Port 158 Modifying a Line Card Port 160 Removing a Line Card Port 160 Verifying Line Card Port Status 161 Rebooting a Line Card Port 161 Advanced Settings 161

Configuring and Managing Digital Line Cards 162

Adding a Digital Line Card 163 Configuring the Digital Line Card 166

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167 Digital Line Card Status Lights 170 Modifying a Digital Line Card 173 Support of AT&T’s 4ESS Switch Protocol 176 Adding or Modifying a Digital Line Card Group 177 Modifying Card Channels 180 Modifying IP Settings 182 Removing a Digital Line Card 183

Setting Up a Digital Line Card at a Remote Location 183 Setting Up T1/E1 Logging 185 Viewing CSU State Information and Statistics 185

T1.231 Near End 186 T1.231 Far End 187 TR54016 Near End 187 TR54016 Far-End 187 G.826 Near End 187 G.826 Far End 188

Using Loopback Tests 188

Enabling or Disabling Loopback Tests 189

Obtaining a Dial Tone from a PBX System 190

9 NBX MESSAGING

Group List 195 NBX Voice Mail 196

Voice Mail Extensions 199 Voice Mail Passwords 199 IMAP for Integrated Voice Mail 199 Configurable Operators 200 Off-site Notification 202 Status 204 Port Usage 205 User Usage 205

Auto Attendant 206

Overview of Auto Attendant Features 206 Adding an Auto Attendant 208 Managing Auto Attendants 219 Voice Application Setup Utility 221

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Testing the Auto Attendant 222

Voice Profile for Internet Mail 223

Control Parameters 224 Operations Management 224 Statistics 225 Advanced Settings 227 Configuring Domain Name Server Information 230

10 SIP-MODE OPERATIONS

Overview of SIP Mode on the NBX Platform 231

SIP Mode Operations 231 Device Support Details 234 Feature Support 235 Platforms Supported 236 Licensing and Resource Limits 237 Dial Plan Considerations 238 SIP Mode and ACD 239

Other Applications Support 239

Call Log Support 239 SNMP Support 239 SysLog Support 239 CDR Support 239

Enabling and Configuring SIP Mode 240

Install and Configure the System for SIP Mode 240 Enable SIP Mode 240 Add Messaging 242 Configure Auto Attendants 244 Configure Music on Hold 245 Configure ACD Delayed Announcements 245 Add Trusted SIP Interfaces 249 Add an Optional IP Conferencing Module 249

Adding Telephone Users and Devices 253

Adding a Generic SIP Telephone 253 Adding a 3Com 3108 Wireless Telephone 255

11 DIAL PLAN

Dial Plan Concepts and Overview 257

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Call Process Flow 259 Inbound and Outbound Call Processing 259 System Database 260 System Dial Plan 260 Pretranslation 261 Routing 261 System Features Affected by the Dial Plan Configuration 262

Dial Plan Tables 263

Dial Plan Command Format 264 Internal Dial Plan Table 268 Incoming Dial Plan Table 268 Least Cost Routing Dial Plan Table 269 Adding New Dial Plan Tables 269

Dial Plan Pretranslators 270

Pretranslators for Incoming Calls 271 Pretranslators for Certain Outgoing Calls 272

Managing the Dial Plan Configuration File 273

Accessing the Dial Plan 274 Creating Dial Plan Configuration Files 274 Importing and Exporting Dial Plan Configuration Files 275 Importing a User-Defined Dial Plan 277 Exporting (Saving) a Dial Plan Configuration File 278 Testing a Dial Plan 279 Generating a Dial Plan Report 280 Modifying a Dial Plan Configuration File 281

Outdialing Prefix Settings 282 Managing Extensions 282

Extension Settings Overview 282 Changing Extension Length and Ranges 286 How Auto Discovery Assigns Extensions 287 Modifying Extensions 288 Converting Extensions 288

Managing Extension Lists 290

Adding an Extension List 292 Modifying an Extension List 293 Removing an Extension List 294

Managing Dial Plan Tables 294

Determining Which Devices Use Dial Plan Tables 294

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Removing a Dial Plan Table 295

Managing Dial Plan Pretranslators 296

Identifying Devices Using Pretranslators 296 Creating a Pretranslator for VTL Calls 297 Identifying Devices Using Pretranslators for CLI 299

Removing a Pretranslator from the Dial Plan 300 Configuring the Dial Plan for the 4ESS Protocol (T1) 300 Dial Plan Configurations and VPIM 302 Configuring the Dial Plan for VPIM 303 Dial Plan Configuration File Commands 305

Dial Plan Command Summary 305

List of Dial Plan Commands 307 Sample Solutions Using Dial Plan Configuration File Commands 320

12 VIRTUAL CONNECTIONS

Overview of Virtual Tie Lines 329

VTL Connections Using Unique Extension Ranges 330

VTL Connections Using Site Codes 331

Conference Calls Using VTL Connections 332 How to Configure a Virtual Tie Line 333

License Installation 333

Dial Plan Configuration 334

Updating the Extension List 337

Adding VTL Devices to the Pretranslators (Optional) 338

Verification of the Virtual Tie Line 339 Call Rerouting for Virtual Tie Lines 341

Example Dial Plan Entries 341 Managing Existing Virtual Tie Lines 343

Modifying a Virtual Tie Line Name 343

Viewing and Resetting Virtual Tie Line Statistics 343

Enabling Audio Compression for VTL Calls 344

Enabling Silence Suppression on VTL Calls 345 Using a VTL Password 345

Configuring a VTL Password 346

Configuring VTL Passwords in the Dial Plan 346

Toll Calls Without a VTL Password 349

Music On Hold 349

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Troubleshooting VTL Calls 349

TAPI Route Points 351

Redirect Behaviors 351 TAPI Route Point Capacities 353 Creating a TAPI Route Point 353 Modifying a TAPI Route Point 353 Viewing TAPI Route Point Statistics 353 Specifying TAPI Line Redirect Timeout 354 TAPI Supervisory Monitoring 354 Supervisory Monitoring Modes 355

TAPI Settings 356

13 DOWNLOADS

Software 357 LabelMaker 358 Documentation and Reference Guides 358

14 LICENSING AND UPGRADES

Licenses 361

Add a License 362 Remove a License 362 Usage Report 363 Backing Up Licenses 363 Restoring Backed-Up Licenses 363 Obtaining Details of License History 363

Software Upgrade 364

System Software Licensing 365 Restricted Operation 366 Considerations 367 Customer Service 367

Third-Party Drivers 368

Software Upgrades 368 Third-Party Telephone Groups 368

15 REPORTS

Directory 371

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Device List 371 System Data 372

Disk Status 372

Power Supply Status 372

16 NETWORK MANAGEMENT

SNMP 373

Terminology and Acronyms 374 SNMP Managers and Agents 374 SNMP Security 375

Community Strings 375

User-based Security Model (USM) 376

View-based Access Control Model (SNMPv1, SNMPv2c and

SNMPv3) 376

Traps, Notifications, and Informs 377 Special Considerations 378 MIBs and MIB Objects 378

MIBs Used on the System 379

Standard SNMPv3 MIBs 380

Other IEEE/RFC MIBs 380

3Com MIB Objects 381

Diagnostics for 3Com MIB Objects 383

Persistent Storage 385

Agent Conformance Reference 385

Network Management Applications 387

Applicable Endpoints 387 Syslog 389

Transport Mechanism 390

Terminology 390

3Com Implementation 390 Syslog Message Components 391

PRI (Priority) Message Component 391

Header Component 398

MSG Component 401 Syslog Security Considerations 402

Message Forgery 402 Periodic Timestamp on Console (PTOC) 403

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Event Logging 403 Maintenance Alerts 404

17 COUNTRY SETTINGS

Regional Software 407

Install Regional Software 408 Remove Regional Software 409 Regional Details 409

Regional Settings 410

18 TROUBLESHOOTING

Using the Telephone Local User Interface Utility 413 The 3Com Telephone Local Configuration Application 429

Installing the 3Com TLC Application 430

Using the TLC Application 430 Using H3PingIP 430 System-level Troubleshooting 431

Digital Line Card Troubleshooting 433

Alarm Conditions (Overview) 434

Alarm Descriptions 435

Alarms on NBX Digital Line Cards 436

Configuration and Status Reports 437 Connecting a Computer to a Serial Port 444 Servicing the Network Call Processor Battery 445 Getting Service and Support 446

A INTEGRATING THIRD-PARTY MESSAGING

Installing Software on the Third-Party Messaging Server 447 Configuring the System 448 Configuring NBXTSP on the Server 449

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B ISDN COMPLETION CAUSE CODES

C CONFIGURING OPTION 184 ON A WINDOWS 2000 DHCP

ERVER

Overview 457 Creating Option 184 458 Editing Option 184 Values 458 Activating Option 184 459

D CONNEXTIONS H.323 GATEWAY

Overview of ConneXtions 461 Installation Requirements 462

WAN Router 462 Windows-based System 463 ConneXtions Software 465

Preparing for Installation 465

Assembling System Information 466 Verifying the G.723 Converter 466 Configuring Licenses 466

Installing ConneXtions 468

Finishing the Installation 470

Overview of H.323 471

Negotiated Connections 471 Negotiated Voice Compression 472 Standard Extensions 473

Remote Internet Device Connections 473 The H.323 Connection 474 Connection Considerations 474

Overall Connectivity 475

Quality of Service 476

Quality of Service Control 478 Special Issues 480

Firewall Security 480

Gateway Load 482

Remote Access 483

PBX Connections 484

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Class of Service 486 IP Type of Service and Differentiated Services 486 Alternate Gatekeepers 487

Checking Connections 487

Gateway Checks 487 Network Checks 488

Placing Calls 492

IP Address Entry 492 Speed Dials 493 One Button Access 494 Entering Digits During Calls 495

Receiving Calls 495

Auto Attendant 496 Attendant Console 496

Other Extensions 497 Handling Conference Calls 497 Related H.323 Documentation 497

E CALLER ID

Forwarded Calls and Caller ID 499 Long Caller ID Character Strings 499 Specific Caller ID Situations 500

Analog Telephones 500

Bridged Extension Telephones 501

Calls That Are Forwarded Multiple Times 501

External Calls 501

Internal Calls 503

Nortel Phones 503

Parked Calls 503

Second Incoming Call 503

TAPI Calls 503

TAPI Redirected Calls 503

VTL Calls 503

Calls Transferred to Hunt Groups 503

3Com Cordless Calls 504

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F OUTBOUND CALLER ID AND 911 SERVICE

Sample Dial Plan 506

Internal 3-Digit Extensions 506 Incoming DID Section 506 Least Cost Routing Portion 507 Pretranslators (Part 1) 508 Pretranslators (Part2) 509

G NBX ENTERPRISE MIB

GLOSSARY

INDEX

3COM CORPORATION LIMITED WARRANTY

FCC CLASS A VERIFICATION STATEMENT

FCC CLASS B STATEMENT

FCC DECLARATION OF CONFORMITY

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ABOUT THIS GUIDE

This guide describes how to configure and manage NBX®Networked Telephony Systems. For information about how to install an NBX system for the first time, see the NBX Installation Guide.

If the information in the release notes differs from the information in this guide, follow the instructions in the release notes. Release notes are available on the NBX Resource Pack DVD.

How to Use This Guide

Table 1 can help you find information in this guide.

Tab le 1 Overview of This Guide

An overview of the systems Chapter 1

Configure system settings Chapter 2

Configure system features Chapter 3

Maintain the system Chapter 4

Configure telephones Chapter 5

Configure user settings Chapter 6

Configure Automatic Call Distribution Chapter 7

Configure and manage digital and analog line cards Chapter 8

Configure NBX Voice Messaging (voice mail), Auto Attendant, and Voice Profile for Internet Mail (VPIM)

Enable and configure Session Initiation Protocol (SIP) operation Chapter 10

Prepare and configure the dial plan Chapter 11

Configure Virtual Tie Lines and TAPI Rout Points Chapter 12

Download optional software and the LabelMaker utility Chapter 13

Licensing and upgrade information Chapter 14

Create reports Chapter 15

Configure SNMP, Syslog, event logging and maintenance alerts Chapter 16

Install and configure international language settings Chapter 17

Chapter 9

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20 ABOUT THIS GUIDE

Tab le 1 Overview of This Guide

Troubleshooting information Chapter 18

Third-party messaging system Appendix A

ISDN Completion Cause Codes Appendix B

Option 184 on a Windows 2000 DHCP server Appendix C

3Com ConneXtions software Appendix D

Caller ID behavior Appendix E

Telephony and networking terms Glossary

References to all topics in this book Index

FCC and Industry Canada information, Software End-User License Agreement, and Limited Warranty for Software and Hardware

page 579

Conventions Table 2 lists conventions that are used throughout this guide.

Tab le 2 Notice Icons

Icon Notice Type Description

Information note Information that describes important features

or instructions.

Caution Information that alerts you to potential loss of

data or potential damage to an application, device, system, or network.

Warning Information that alerts you to potential personal

injury.

International Terminology

Table 3 lists the United States and international equivalents of some of

the specialized terms that are used in the NBX documentation.

Tab le 3 International Terminology

Term used in U.S. Term used outside the U.S.

Toll restrictions Call barring

Pound key (#) Hash key (#)

CO (central office) Telephone Exchange

Toll-free Free-phone

Analog Line Card Analog Trunk Line Interface Module

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Your Comments 21

Your Comments Your suggestions are important to us. They help us to make the NBX

documentation more useful to you.

Send comments about this guide or any of the 3Com NBX documentation and Help systems to:

Voice_TechComm_Comments@3com.com

Please include the following information with your comments:

■ Document title

■ Document part number (found on the front page)

■ Page number

Example:

NBX Administrator’s Guide

Part Number 900-0212-01 Rev AA

Page 25

As always, address all questions regarding the hardware and software to your authorized 3Com NBX Voice - Authorized Partner.

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22 ABOUT THIS GUIDE

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INTRODUCTION

The NBX Administrator’s Guide explains how to configure your NBX® system. This chapter describes these topics:

■ Network-based Telephony

■ NetSet Administration Utility

For information about how to install hardware components, see the

NBX Installation Guide.

Network-based Telephony

3Com Networked Telephony Solutions merge telephony with networking by delivering business telephone service over a data network.

To a telephone user, a 3Com Telephone is an office telephone. You can use it to make and receive calls, transfer calls, park calls, use voice mail, and so on. Inside, the 3Com Telephone is a network device that can communicate over the LAN using Ethernet frames or IP packets. The telephone also includes a LAN port. You can connect your computer to your network through the telephone and avoid the need for a second LAN connection at the desktop.

The core of the system is the Call Processor. The Call Processor manages the processes of making and receiving calls, providing voice mail and Auto Attendant services, and responding to requests for special services, such as access to the NBX NetSet administration utility, Computer Telephony Integration (CTI) services, or the system’s IMAP (Internet Message Access Protocol) server.

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24 CHAPTER 1: INTRODUCTION

NetSet Administration Utility

the NBX NetSet utility is a browser-based interface that you use to configure and manage the system. the NBX NetSet utility requires any of these browsers:

■ Microsoft Internet Explorer 5.5 or higher

■ Netscape Navigator 7.0 or higher

■ Mozilla Firefox 1.0 or higher

Figure 1 shows a sample NetSet window. The navigation menu is on the

left of the window. Place the cursor over any of the functions to expand the view of that function and display all the associated options.

Figure 1 NetSet Utility - Page Zones Window

Systems present the NBX NetSet utility through an embedded web server that is integrated in the system software. NetSet passwords grant system administrators and telephone users different levels of access privileges. Individual telephone users can view or change their personal settings, such as personal speed dial lists, off-site notification settings, and ringing tones. System administrators can manage user profiles and devices, change system parameters, such as dial plan settings, and upgrade the system software.

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NetSet Administration Utility 25

NetSet User Interface Figure 2 shows the NBX NetSet utility user interface. Each NetSet user

interface page contains common elements.

Figure 2 User Interface Elements

Title BarNavigation Route Bar Help

Tab Menu Bar

Navigation Menu

■ Title Bar — The NBX trademark followed by the system (host) name.

■ Navigation Route Bar — The current page location, which is the

selected navigation menu item and the selected submenu item.

■ Navigation Menu — A list of all navigation groups in the NBX NetSet

user interface. The navigation menu is partially or fully disabled under certain conditions. These conditions include:

■ System backup in progress: All menus are disabled.

■ System restore in progress: All menus are disabled.

■ System shutdown: All menus are disabled.

■ No system license: Only Licensing and Upgrades and System

Maintenance menus are enabled.

■ Tab Menu Bar — Displays when you click a menu item or submenu

item, or when you click a link to a record.

■ Help — Quick help text plus a button that invokes detailed help.

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26 CHAPTER 1: INTRODUCTION

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SYSTEM SETTINGS

This chapter provides information about how to configure settings, whose effects span the entire system, and includes these topics:

■ Auto Discovery

■ Enable Features System-Wide

■ System Identity

■ Business Information

■ Date and Time

■ IP Settings

■ Audio Settings

■ Timers

■ Multicast Addresses

For more information about these topics and configuration procedures, see the online Help.

Auto Discovery The Auto Discovery feature simplifies initial system configuration by

adding information about new devices to the configuration database. Devices include telephones, Analog Line Card ports, Digital Line Card channels, Analog Terminal Adapter ports, 3Com Attendant Consoles, and virtual devices, such as the pcXset Soft Telephone and the ConneXtions H.323 Gateway. Devices must have network connectivity with the Call Processor.

After the system discovers a device, the Auto Discovery process does not find that device again. To remove a device from the system database, use the NBX NetSet utility to remove the device and its database record manually. Note that if you delete a telephone user, the system does not delete the device associated with that user.

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28 CHAPTER 2: SYSTEM SETTINGS

The system does not discover licensed devices until you enter the appropriate Group License. For more information about Group Licensing, see the NBX Installation Guide.

Ta bl e 4

summarizes Auto Discovery actions for system components.

Tab le 4 Auto Discovery Actions on System Components

Component Auto Discover Action

Analog Line Card and V3000 analog line ports

Gathers configuration information from each port on the card, assigns a default extension, and enters the information into the configuration database.

Digital Line Card Gathers configuration information from the card, assigns a default extension, and

enters the information into the configuration database.

After you Auto Discover the Digital Line Card, you might need to edit the dial plan to configure Direct Inward Dial (DID) numbers.

3Com Telephones

Analog Terminal Cards

Analog Terminal Adapters

V3000 ATA port

Gathers configuration information from the telephone, assigns a default User Profile labeled new user, assigns the next lowest available extension number to the profile, and enters the information into the configuration database.

Auto Discover Telephones finds both Analog Terminal Cards and Analog Terminal Adapters.

By default, the Auto Discover process assigns extension number 1000 (4-digit dial plan) or 100 (3-digit dial plan) as the first telephone extension. You can use the NBX NetSet utility to specify a new extension starting number. To simplify Auto Attendant configuration, start a range at a base number, for example, 1000/100, 2000/200, 3000/300, or 4000/400. The default Auto Attendant assumes that extension 1000 (4-digit dial plan) or 100 (3-digit dial plan) is the extension of a human attendant (receptionist).

3Com Attendant Console Finds and configures any installed 3Com Attendant Consoles. The system maps the

first 100 existing telephones, except for the extension that is associated with the Attendant Console, to Attendant Console buttons. The lowest extension is automatically associated with the Attendant Console. Typically, you enable Auto Discover Attendant Consoles after you have installed all your telephones.

pcXset Soft Telephone

Enables the Auto Discover feature on installations of the pcXset PC Telephone Client when the following conditions are true:

■ The pcXset PC Soft Telephone program is running on the host PC.

■ The pcXset PC Soft Telephone host computer is connected to the network.

■ You have entered the proper license key into the NBX NetSet utility.

ConneXtions H.323 Gateway Configures line card port settings when the following conditions are true:

■ The ConneXtions H.323 Gateway program is running.

■ The ConneXtions H.323 Gateway host computer is connected to the network.

■ You have entered the proper license key into the NBX NetSet utility.

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Auto Discovery 29

Initial System

Configuration

To use the Auto Discover feature for initial system configuration:

1 Log in to the NBX NetSet utility using the administrator username and

password.

2 Click

System-Wide Settings > Enable Features System-Wide.

3 Verify that the Extensions Start At field is set to what you want, and then

click Apply.

For a 4-digit dial plan, extensions start by default at 1000. For a 3-digit dial plan, extensions start at 100.

Do not specify a starting extension that begins with zero (0), which will cause the Auto Discover process to fail.

4 Click

System-Wide Settings > Auto Discovery.

5 Select the check box for the device type that you are configuring and click

Apply.

3Com recommends that you Auto Discover one device type at a time. See the online Help for detailed information about each field.

Auto Discovery Notes

■ If devices are on a different subnet from the Call Processor, enable IP

on the Call Processor (System-Wide Settings > IP Settings), and each device must have IP configuration information.

■ You can use DHCP to configure the telephones. You must configure

the DHCP server to provide the Call Processor IP address through option 184. Also, you can use the keypad to program IP settings into each device. See “

Configuring Option 184 on a Windows 2000 DHCP Server” on page 457 for DHCP information and “Using the Telephone Local User Interface Utility” on page 413 for telephone local

programming instructions.

■ The Auto Discovery and software download processes might take a

few moments to complete. The Call Processor initializes devices one at a time. If you have connected many new devices to the system at the same time, the Auto Discovery process requires more time.

■ A fully initialized telephone displays its extension and the date and

time. If there are no extensions available, the Auto Discover process fails, and the telephone’s display panel continues to display the telephone’s MAC address.

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30 CHAPTER 2: SYSTEM SETTINGS

■ If you are adding devices that do not have a display panel, such as

■ If you are installing a 3Com Attendant Console, connect it after you

3100 Entry Telephones, connect the devices one at a time and then refresh the Telephone Configuration > Telephones list after you connect a device to see the extension assigned to that device.

have discovered all of the telephones. The Auto Discover Attendant Consoles process maps all existing telephone extensions to the Attendant Console.

Disabling the Auto

Discovery Feature

Enable Features System-Wide

After you finish the Auto Discovery process for the initial configuration, disable Auto Discovery so that the Call Processor does not continue to search for added devices.

To disable the Auto Discovery feature:

1 Log in to the NBX NetSet utility using the administrator username and

password.

2 Click

3 Clear all

4 Click

System-Wide Settings > Auto Discovery.

Auto Discover check boxes.

Apply.

From the System-Wide Setting page, you can make changes to these settings.

■ Extensions Start at

■ External Prefix

■ RTP DTMF Payload Type

■ Caller ID Wait Timer

■ External Paging Delay

■ External Page Alert Volume

■ Handsfree on Internal Transfer / Camp On

■ Handsfree on External Transfer / Camp On

■ System-wide CLIR

■ One Button Transfer

■ Pulse Dialing

■ Supervisory Monitoring

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Enable Features System-Wide 31

■ Call Timer

■ Music On Hold

■ Music on Transfer

■ NBX Messaging

■ IP Messaging or Third-Party Messaging

■ URL for user access to IP Messaging or third-party messaging

■ Enable SIP

To configure system-wide settings:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click System-Wide Settings > Enable Features System-Wide.

3 See the online Help for detailed information about the settings and how

to modify them.

How Call Timer

Works With Other

Telephone Features

Ta bl e 5

summarizes how Call Timer works with other PBX-type features.

Tab le 5 Call Timer Behaviors

Feature Description

Internal Call The call duration displays on the originating telephone when the

telephone user finishes dialing the destination number. The call time increments while the called number is ringing.

Call Timer does not work if the caller enters an invalid internal extension.

External Call Call Timer behavior for an external call is the same as that of an

internal call except in these cases:

■ If the caller enters an invalid external number

■ If the telephone of the called number is busy

In these cases, the call time continues to advance.

Hold When you put a call on hold, the system hides the Call Timer

display. However, the Call Timer count continues to increment during the time that the call is on hold. When you take the call off hold, the Call Timer reappears.

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32 CHAPTER 2: SYSTEM SETTINGS

Tab le 5 Call Timer Behaviors

Feature Description

Transfer When you transfer a call, the Call Timer count does not carry

Conference Call

Call Park Call Park behavior is similar to the Transfer feature. However, if the

Transfer Through Auto Attendant

Bridged Calls For bridged calls, the Call Timer display depends on the off-hook

forward to the transfer destination. However, during the time period that the call is ringing on the transfer destination telephone, the Call Timer count continues to increment on your telephone.

When the telephone user to whom you transferred the call answers the call, that user sees the Call Timer count start from zero.

The Call Timer value on the telephone that originated the call increments from the time at which the call originated.

The Call Timer value on each telephone that is added to the conference increments from the time the conference participant answered the phone.

If the conference originator drops other parties in the conference and stays with one party at the end, the Call Timer is based upon the total time the two parties spent in on the call, including any time before or during the conference.

telephone that unparks the call is the same telephone that parked the call, Call Timer displays the total time based on the time when the telephone originated the initial call.

If the caller dials the main Auto Attendant number, and the Auto Attendant transfers the call to the extension of choice (or to the default destination), then the called party sees the same behavior as if the call had been transferred. That is, the Call Timer count at the transfer destination starts when the called party answers the call.

indicator.

Example: An administrative assistant answers the phone, and puts the call on hold. Then, the a site manager picks up the call. The manager sees the counter start from zero. However, if the administrative assistant puts the call on hold and retrieves it later, then the administrative assistant sees that the system has defined the Call Timer display for normal hold.

Example: An administrative assistant puts a call on hold, and the manager picks up the call and then puts it on hold. Then, the administrative assistant picks up the call. In this case, the administrative assistant sees the Call Timer display as if the administrative assistant had picked up a new call.

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System Identity 33

System Identity The System Identity window shows the current system settings, such as

the software version, the IP address of the system, and the amount of free memory. To view system settings:

1 Click System-Wide System Settings > System Identity.

Ta bl e 6

describes the System Settings fields.

Tab le 6 System Settings

Field Purpose

Software Version The call control software for the system.

System Serial # The serial number on the Call Processor circuit board.

Host Name This is an IP setting. It is a name you can give to the system

so you do not have to specify the IP address when you access the NBX NetSet utility through a browser.

IP Address The IP address of the system.

Default Gateway The IP address of the destination host for any IP packet not

addressed to a host on the local subnetwork.

Subnet Mask An IP setting that identifies the network and host portions

of an IP address on the network.

Network Protocol The transport mechanism for voice packets.

Ethernet only: All communications are at the Ethernet frame layer.

Standard IP: IP communications are used for traffic between NBX system addresses. Every device needs an IP address.

IP On-the-Fly: An implementation of IP communications in which Layer 2 (Ethernet) devices temporarily use a Layer 3 (IP) address only when those devices need to communicate with a Layer 3 device on a different subnetwork. The system administrator defines an address pool that assigns the IP address. After the Layer 2 device returns to the idle state, the IP address returns to the pool of available addresses for future use.

System MAC Address The hardware address of the system.

MOH MAC Address The hardware address of the Music-on-Hold (MOH) device.

Free Memory Available memory on the system.

Memory Upgrade Installed

Indicates whether this system has had a memory upgrade. Possible values are:

■ Yes (V3000, V5000 systems)

■ No (V3000, V5000 systems)

■ N/A (NBX 100, V3001R systems)

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34 CHAPTER 2: SYSTEM SETTINGS

Tab le 6 System Settings (continued)

Field Purpose

File System The file system this system uses.

Date and Time The current system date and time. To modify, click

System Start Time The last time you initialized the system (boot time).

■ NBXFSV1 - The pre-release R6.0 file system.

■ NBXFSV2 - The newer file system that is shipped with

release R6.0 or higher systems, which offers better performance and upgrade capabilities.

If you upgrade an existing system to release R6.0, the system continues to use NBXFSV1.

System-Wide Settings > Set Date and Time.

Business Information

System Mode The System Mode window lets you specify that the system operate in a

You can configure information about the your business, such as business address and hours, including time of day service modes. You can also view the current mode and force the system into a different mode.

To enter business information:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click System-Wide Settings > Business Information.

3 See the online Help for procedures to modify these types of information:

■ Business information

■ Business hours

■ System mode

Click the Business Identity tab to display the information that you configure in the Business Information, Business Hours, and System Mode windows.

particular mode or automatically. If necessary, you can force the system into a specific Time of Day Service mode without changing other system settings, such as Business Hours. If the system is in Automatic mode, it constantly compares the current time of day and day of week with the settings you establish in the Business Hours window (click System-Wide

Settings > Business Information and click the Business Hours tab).

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Date and Time 35

Business Hours The Business Hours window allows you to define business hours for three

separate service modes: Open, Lunch, and Other. Any time period that does not fall within these specified hours is considered Closed. Business hours link directly to time-of-day service modes and can affect other settings in the system, such as the Auto Attendant.

If the system mode is set to Automatic, the system constantly compares the current time of day and day of week with the business hour tables. The system knows the current day of the week and proceeds across the tables in a sequential manner, looking for business hours that match the current time of day. The system examines the three tables sequentially: first the Other mode, then the Lunch mode, and then the Open mode. The system moves across the tables until it finds a match. It skips a blank table.

Date and Time The Date and Time window allows you to configure the following:

■ System Date and Time

■ Simple Network Time Protocol (SNTP)

System Date and

Time

Make sure the system date and time are accurate because it affects these system features:

■ The 3Com telephone display panel

■ Business hours behavior

■ Time-dependent prompts in the Auto Attendant

■ Time and date stamp on voice mail

To access the date and time settings in the NBX NetSet utility:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click System-Wide Settings > Date and Time.

3 See the online Help for the procedure to set the system date and time.

If you enter the system time and select a new time zone simultaneously, (that is, you do not apply the system time first) the system automatically adjusts the system time you entered to correspond to the selected time zone. For example, if the system time is set to 6:00 AM US Pacific, select the US Pacific time zone and allow the system to adjust the time

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36 CHAPTER 2: SYSTEM SETTINGS

automatically. If you enter 6:00 AM and then select the US Pacific time zone, the system adjusts the system time based on 6:00 AM and displays the system time as 3:00 AM US Pacific.

Simple Network Time

Protocol (SNTP)

The Simple Network Time Protocol (SNTP) synchronizes CPU clocks across the Internet. SNTP belongs to the TCP/IP suite and works at the Application layer in the OSI model, and uses UDP port 123 for communication. SNTP Version 4 can operate in either unicast (point to point), multicast (point to multipoint), or any cast (multipoint to point).

If you need to coordinate your system time with other Internet devices, use the NBX NetSet utility to synchronize the system to an SNTP server at a specified interval.

The initialization process initializes the SNTP client and connects to an available SNTP server. The SNTP server provides the time, which the system uses. When the synchronization interval expires, the system synchronizes with the SNTP server again. Any changes to the SNTP configuration take effect when the synchronization interval expires.

The system uses the time provided by the SNTP server for all references to local time. This includes the time stamps used by the Call Processor, phones, and gateways.

If the SNTP server fails, you can configure the system to transfer server control to another active SNTP server in the list. (You have the option to identify up to three SNTP servers to the system).

See the online Help for information about the procedure to configure the system to use SNTP.

IP Settings The IP Settings window allows you to define the network protocol

settings for this system and, if you are using IP On-The-Fly, to define the range of IP addresses that the system can use to assign addresses to devices as needed.

Before you configure the IP settings, you must have all necessary network information, such as the network protocol, VLANs, Layer 3 IP information about this Call Processor, and any DNS server addresses. This information is propagated in the IP Settings window.

The IP Address Ranges window allows you to add or delete a range of IP On-the-Fly addresses.

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Audio Settings 37

Audio Settings Audio Settings enable you to affect the network impact of your audio

packets by enabling or disabling compression and silence suppression. You can enable and disable these settings for the entire system and then override the system-wide setting for individual devices.

Compression

Overview

Before voice traffic can be transmitted over a digital network, the audio waveform, an analog signal, must be encoded into a digital format. The digitized audio is packetized and delivered over the network to a destination, and then decoded back into a voice waveform. Software called a codec (coder/decoder) converts the audio information between digital and analog formats.

Digitized audio formats have different properties. Each format represents a compromise between bandwidth and audio quality, that is, high quality audio typically requires more network bandwidth. Compressing the digitized audio data can conserve bandwidth with little compromise in audio quality, but compression requires increased processing overhead when encoding and decoding the audio information. Too much processing overhead can introduce delay.

Ta bl e 7

lists the codecs that the system supports and describes the

characteristics of each one.

Tab le 7 Supported Codecs

Codec Description

G.711

No Compression

ADPCM

Medium Compression

G.729

High Compression

An International Telecommunications Union (ITU) standard for audio encoding. Encoding and decoding is fast and support is widespread. Also called MULAW or µLAW. A-law is a slight variation, which European telephone systems use. G.711 provides high quality audio at 64 kbps. Telephone companies worldwide use G.711 encoding to provide “toll-quality audio.”

Adaptive Differential Pulse Code Modulation (ADPCM) provides good quality audio at a lower bitrate (32 kbps) than G.711. The system uses the International Multimedia Association (IMA) version of ADPCM.

G.729, an ITU standard, employs a more sophisticated compression technique than ADPCM and it is supported worldwide. The G.729A codec compresses the audio information to 8 kbps, although processing overhead results in actual bandwidths greater than 8 kbps.

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38 CHAPTER 2: SYSTEM SETTINGS

Tab le 7 Supported Codecs

Codec Description

G.722 G.722.2 G.722.2LB

Wideband Audio

Codec Selection It is important to remember not to select a codec based on compression

alone. Consider the trade-off between audio quality and bandwidth use.

System-Wide Audio

For system-wide audio, base the default list order on audio quality:

G.722.2 is an ITU-T standard for wideband voice applications and services. G.722.2 is an adaptive multi-rate wideband codec that uses bit rates ranging from 6.6 to 23.85 kbps.

G.722 is an SB-ADPCM (sub band Adaptive Pulse Code Modulation) codec. It runs ADPCM on both the low band (0 4000 Hz) and the high band (4000 - 8000). The raw bit rate (without network packet headers) is 64 kbps.

G.722.2 is a CELP (code excited linear prediction) based codec. G.722 is a 23.85 kbps rate. G.722.2 LB has a rate of 8.85 kbps. The standard was originally designed for wireless networks and the different rates allow for adapting to varying channel conditions.

Tab le 8 Default Order List Based on Audio Quality

Codec Quality Bandwidth

G.722.2 best quality medium bandwidth

G.722 high quality high bandwidth

G.711 good quality high bandwidth

G.722.2LB good quality low bandwidth

G.729 medium quality low bandwidth

ADPCM low quality medium bandwidth

VTL Calls Audio

For Virtual Tie Line (VTL) audio, base the default list order on bandwidth usage:

Tab le 9 Default Order List Based on Bandwidth Usage

Codec Quality Bandwidth

G.722.2LB good quality low bandwidth

G.729 medium quality low bandwidth

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Audio Settings 39

Tab le 9 Default Order List Based on Bandwidth Usage

Codec Quality Bandwidth

G.722.2 best quality medium bandwidth

ADPCM low quality medium bandwidth

G.722 high quality high bandwidth

G.711 good quality high bandwidth

Custom Audio

For custom audio that you determine based on the needs of your site, you can choose the list order:

Table 10 Default Order List Based on Bandwidth

Codec Quality Bandwidth

G.729 medium quality low bandwidth

G.722.2 best quality medium bandwidth

ADPCM low quality medium bandwidth

G.722.2LB good quality low bandwidth

G.722 high quality high bandwidth

G.711 good quality high bandwidth

For the audio settings that are configured on each device, 3Com provides sorted lists such as these. Each list contains the codecs supported for that device only.

For example, a default codec configuration list for a 3Com Business Telephone (that is, sorted by audio quality) might show a codec configuration list like the following:

G711 good Q high BW

ADPCM low Q med BW

If you have set device options for a low bandwidth connection, then the 3Com Business Telephone codec configuration list might show:

ADPCM low Q med BW

G711 good Q high BW

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40 CHAPTER 2: SYSTEM SETTINGS

When the system negotiates which codec to choose, the process starts from the top of the list and queries devices to discover if they support the codec. If the device is supported, the system chooses the codec; otherwise, the system goes on to the next codec in the list and initiates the query process.

Codecs and NBX

Devices

Codecs reside on the NBX devices — telephones, analog terminal adapters, and so forth. Some older devices do not support the latest codecs. Therefore, during call setup, NBX devices negotiate an encoding scheme that both devices (or all devices on a conference call) support.

Ta bl e 1 1

lists each device that must encode or decode audio, and shows how each device supports the available codecs. Certain devices are marked “N/A” for the G.722 codecs because those codecs are for wideband audio, which is not supported by wide area networks or across the PSTN.

Table 11 Audio Encoding Supported by NBX Devices

Device Part Number G.729 ADPCM G.711 G.722 G.722.2

3Com 1102, 2102, and 2102-IR Business Telephones

3Com 2101 Basic Telephones 3C10248PE

3Com 3100 Entry Telephone 3C10399A Yes Yes Yes No No No

3Com 3101, and 3101SP Basic Telephones

3Com 3101B Basic Telephone 3C10401B Yes Yes Yes Yes Yes Yes

3Com 3101SPB Basic Telephone 3C10401SPKRB Yes Yes Yes Yes Yes Yes

3Com 3102 Business Telephone 3C10402A Yes Yes Yes No No No

3Com 3102B Business Telephone 3C10402B Yes Yes Yes Yes Yes Yes

3Com 3103 Manager’s Telephone

3Com 3106C and 3107C Cordless Telephones

3C10121 3C10122 3C10226A 3C10228IRA

3C10226PE 3C10226B 3C10228IRPE 3C10228IRB 3C10281PE 3C10281B

3C10248B

3C10401A 3C10401SPKRA

3C10403A Yes Yes Yes Yes Yes Yes

3C10406C 3C10407C

No Yes Yes No No No

Yes Yes Yes No No No

G.722.2LB

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Table 11 Audio Encoding Supported by NBX Devices (continued)

Audio Settings 41

Device Part Number G.729 ADPCM G.711 G.722 G.722.2

3Com 3108 Wireless Telephone 3C10408A Yes Yes Yes No No No

Analog Terminal Adapter 3C10120

3C10120B

3C10400 Yes Yes Yes N / A N / A N / A

Analog Terminal Card 3C10117

3C10117B-INT

3C10117C Yes Yes Yes N / A N / A N / A

Analog Line Card 3C10114

Digital Line Card 3C10116,

Silence Suppression

Overview

3C10114-ANZ

3C10114C Yes Yes Yes N / A N / A N / A

3C10116B 3C10116C 3C10164-ST (BRI) 3C10164C-ST (BRI) 3C10165 3C10165C

3C10116D 3C10165D

Silence suppression is a method of reducing the number of packets transmitted during a conversation. Silence suppression can help you avoid

No Yes Yes N / A N / A N / A

Yes Yes Yes N / A N / A N / A

G.722.2LB

dropped packets on a congested network. During a conversation there are periods of silence. A packet of silence takes up as much bandwidth as a packet with audio data. If you enable Silence Suppression, the telephone sends a silence indicator when it senses the start of a silent period and it suppresses all subsequent voiceless frames. When another NBX device receives this indicator, it generates and inserts white noise until it receives the next frame that contains audio data. If you enable Silence Suppression, a careful listener might notice a difference in audio quality. The background white noise generated by the receiving telephone is subtly different from the silence in an audio stream.

Silence suppression results in compromises to audio quality. Do not enable suppression unless you are trying to solve network bandwidth congestion issues that you cannot solve through other means, such as increasing network capacity.

To enable Silence Suppression, click System-Wide Settings > Audio Settings.

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Timers System timers enable you to set time-out periods for the system features

that are described in Tab le 1 2

To set timers:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click System-Wide Settings > Timers.

Table 12 System Timers

Field Purpose

Forward Voice Mail On Timeout

Forward Voice Mail Off Timeout

Line Port Hold Timeout

Call Park Timeout

Conference Timeout

Transfer Timeout

When a telephone’s Forward to Mail feature is enabled, sets the duration of ringing before the system forwards a call to voice mail.

NOTE: If you set this time to be less than six seconds, Caller ID information is not captured in voice mail.

When a telephone’s Forward to Mail feature is disabled, sets the duration of ringing before the system forwards a call to voice mail.

The system uses this setting as the default for each new telephone user that you add to the system. If you modify this value, users added after the change use the new value as the default. Telephone users added prior to the change are unaffected.

Individual telephone users can modify the default setting in the Call Forward window of the User interface of the NBX NetSet utility by specifying the number of times the telephone rings before the system forwards a call.

For a call that originated on an outside line, the length of time that the call remains on hold before it rings at the extension that placed the call on hold.

The length of time that a call can be parked before it rings at the extension that parked the call.

The length of time before the system abandons a conference attempt. Applies to a blind conference only. The timeout takes effect under these conditions:

■ Two people, A and B, are involved in a call and one of them

attempts to blind conference another person, C.

■ C does not answer and C’s voice mail does not pick up the call.

After the Conference Timeout period, the system stops ringing C’s telephone, stops attempting to conference with C, and reverts to the call between A and B.

The length of time that a transferred call attempts the transfer before it rings at the extension that transferred the call.

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Table 12 System Timers

Field Purpose

TAPI Line Redirect Timeout

Camp On Timeout

Automatic Callback Timeout

The length of time before a call redirected from a TAPI route point by an external application returns to its original destination. After two failures, the call goes to the TAPI route point’s call coverage option.

TAPI Line Redirect allows an external TAPI application, typically a call center application, to reroute incoming calls based on caller ID information automatically.

For more information, see TAPI Route Points.

The length of time that a call can camp on a busy extension before the system returns the call to the extension that initiated the Camp On feature.

The Camp On Timer can be set in increments of 10 seconds. The default value for Camp On Timer is 180 seconds. The maximum value that you can set the timer for is 600 seconds.

The length of time that a call can be designated for call back before the system cancels the call.

The Callback Timer has default value of 12 hours. You can set the timer to have a null value. If Automatic Callback is not returned in the specified time, Automatic Callback is cancelled. A system reboot also cancels the Automatic Callback on an extension.

Multicast Addresses 43

Multicast Addresses The system uses IP multicast addressing to distribute information for

these system features, which are available on Layer 2 and Layer 3 IP devices:

■ Mapped line appearances

■ Internal pages

■ External pages

■ Conference calls

The Music on Hold (MOH) feature is available on Layer 2 devices only. The IP implementation uses Internet Group Management Protocol (IGMP) to transmit and distribute the necessary data and audio.

If you configure your system to use IP On-the-Fly or Standard IP and your switches use IGMP Snooping, you must have an IGMP Host on the network. Typically, an IGMP Host is an IP Multicast Router or a switch that has IGMP Query capability.

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The system IGMP is an implementation of administratively scoped IP multicast that uses three scopes of administration:

■ Local scope — Limited by local routers with IP addresses 239.255.0.0

■ Organizational local scope — Limited by boundary routers with

■ Global scope — IP addresses 224.2.0.0 through 224.2.127.253

IGMP might not be available in all systems or network topologies. All routers between the various components must support IGMP and the necessary router protocols to establish a path for the IP multicast packets.

Each event that occurs in an IGMP setup, such as taking a telephone off the hook, causes a packet of 200 Kb to 300 Kb to be sent.

The default settings for the IP multicast addresses function in most network environments. Certain addresses are reserved.

The MAC address and the IP address displayed on any one line of the

Multicast Address List window are not related.

through 239.255.0.16

IP addresses 239.192.0.0 through 239.192.0.14

There are two methods for selecting multicast addresses:

■ Change IP — Lets you select a starting address for all entries.

Changing IP multicast addresses is a quick way to change the range of system multicast addresses to avoid conflicts with other equipment on your network.

■ Change bins — Lets you change a single entry by selecting from a list

of available bins. Changing IP bins is useful for changing a single address that might conflict with another system device. Consult your network administrator to determine which address is in conflict and the new address to choose.

To change multicast addresses:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click System-Wide Settings > Multicast Addresses.

3 See the online Help for more information.

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FEATURE SETTINGS

This chapter provides information about configuring the system to take advantage of system features. It describes these topics:

■ Account Codes

■ Call Pickup

■ Call Park

■ Page Zones

■ Ring Patterns

■ Supervisory Monitoring

■ Speed Dials

■ WhisperPage

For more information about these topics and configuration procedures, see the online Help.

Account Codes Account codes are additional numbers that telephone users dial to

associate calls with specific functions, sources, or destinations. For example, call center operations often employ account codes to associate calls made by Automatic Call Distribution (ACD) agents with their relevant accounts for tracking purposes. (See Chapter 7 more information about ACD.) Telephone users enter an account code while placing a call or during a call.

Verifying account codes is a global configuration setting, while enforcing account codes is a per-Class of Service (CoS) setting. If the CoS setting enforces the account code for that particular type of call, a telephone user must enter an account code before the system routes the call.

The enforced account code does not apply to internal or emergency (911) calls.

in this guide for

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46 CHAPTER 3: FEATURE SETTINGS

Account codes range from two to sixteen digits. The system allows up to 5000 account codes.

The system maintains a centralized list of account codes that you can update, and can verify the account codes that telephone users enter against this list of account codes.

Account codes are classified by four operation modes, which determine how strictly to enforce account code usage for outgoing calls based on Class of Service criteria. See the Account Codes: Operational Modes section of this chapter for information about operational modes.

Feature Interaction This section describes the ways in which account codes interact with

other features.

Bridged Station Appearance

Only a primary telephone can originate a call. However, once the call is answered, either the primary or the secondary telephone can place the call on hold and take it off hold. The last account code that the primary or the secondary telephone entered overrides the account code for the call.

CO Flash

The system does not enforce account code entry for calls that you originate by means of a CO Flash. This means that you can receive a call, perform a CO Flash, and make an external call without entering an account code.

Conference

During the time that forced account code mode is enabled, you must enter an account code for each leg of a conference. The account code applies to the call leg, and not to the call from which the conference is initiated. After the conference is completed, an account code entered by any telephone user overrides the account code for the conference call.

Emergency Numbers

The system allows emergency numbers without an account code.

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Account Codes 47

Call Forwarding

You cannot specify account codes as part of a forwarding number. If you forward a call while forced account code entry is enabled, the call is forwarded and you are not prompted to enter an account code. A side effect of this feature interaction is that an internal extension could be used to forward calls to an external number and thereby circumvent forced account code entry.

International Dialing

If you enabled Force mode and a timeout occurs after you have entered the minimum number of digits and are still dialing, the system prompts you to enter an account code. After you enter the account code, you can continue entering digits for the international number.

Paging

You can use Paging without entering an account code.

Call Park

If you entered an account code before you park a call, that call is preserved when you unpark it. You can unpark calls without entering an account code. You can enter a new account code after unparking the call.

Redial

Account codes are not stored as part of the redial digits (except on analog phones), even if you specified the account code as part of a speed dial operation. If outbound digits are redialed while forced account code mode is enabled, the system prompts you to enter an account code.

Speed Dial

Phones with programmable buttons and Attendant Consoles can use speed dial with account codes. From the User interface of the NBX NetSet utility:

■ Configure a one-touch speed dial with an account code. Click

Directory and then the One-Touch Speed Dial tab. Use the following format in the Number field:

[888] + Account code + # + Outbound number

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48 CHAPTER 3: FEATURE SETTINGS

■ Configure a personal speed dial with an account code. Click Directory

For security reasons, the telephone’s display panel does not display the account code during a speed dial. If the account code is valid, the display panel displays the account name.

Call Transfer

If you enable Forced mode, when you transfer a call, enter an account code before the second call is routed. After the transfer is complete, the account code entered on the second call leg also applies to the transferred call.

This means that the first call (prior to the start of transfer) can have account code XXX, the second call (prior to the completion of the transfer) can have account code YYY, and the transferred call has account code YYY.

You must use brackets, which indicates that 888 is a feature code.

and then the Personal Speed Dial tab. Supply the account code separately in the Account Code field.

Account Codes:

Operational Modes

VTL

Forced account code entry applies to all VTL calls.

Before you configure account codes for your system, make sure you are familiar with the enforcement and verification mechanisms and how they affect your call operations.

Codes are classified by one of the these modes:

■ Forced / Verified Mode

■ Forced / Unverified Mode

■ Unforced / Verified Mode

■ Unforced / Unverified Mode

Forced / Verified Mode

In Forced / Verified mode, the system first forces the telephone user to enter an account code and verifies that the code is correct before routing an outgoing call. The system verifies the account code against a master list that you establish.

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Account Codes 49

To place an outgoing call, dial the outbound number in either of the following ways:

■ Outbound number + # + Account code + #

■ Feature + 888 + Account Code + # + Outbound number

In the first instance, you might not know or remember that an account code is necessary and dial only the outbound number. In this case, the telephone prompts you to enter an account code after a short period of time.

If the account code is valid, the Feature Success tone plays and the system routes the call.

If the account code is invalid:

■ On a telephone with a display panel, the display panel displays the

invalid account code and prompts you to enter the account code again. After three unsuccessful attempts to enter the account code, you must start over by reentering the outbound number and account code.

■ On a phone without a display panel, the telephone plays the Feature

Error tone and you must reenter the entire digit sequence.

The system does not require account codes for emergency calls, such as 911, and immediately routes the calls.

During the call, you can enter another valid account code using the following format:

F+ 888 + Account_code + #

You can enter multiple account codes during a call; the most recently entered account code overrides the previously entered account code. In Verified account code mode, the newest account code only overrides the existing account code if it has been verified.

The account code and account name information is available in the Call Detail Reporting (CDR) data. To download the NBX Call Reports software, click Download > Applications. To enable CDR, click System Maintenance > Call Report Settings.

Enforcing account codes is applicable for outgoing external calls only.

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Forced / Unverified Mode

Forced / Unverified mode is similar to Forced / Verified mode in that the system forces you to enter an account code. However, because the system does not verify the account code, the telephone either:

■ Displays the account name associated with the code.

■ Displays the text string Unknown Account.

In this mode, it is possible for you to enter an invalid account code and still proceed with the call.

The account code and account name information is available in CDR.

The system only forces the use of account codes on outgoing, external calls.

Unforced / Verified Mode

In Unforced / Verified mode, the system does not force you to enter an account code. However, if you do enter an account code, the system verifies that the account code is correct.

You can enter an account code during the call using the following format:

Feature + 888 + Account_code + #

The system verifies the account code against the list of valid account codes.

■ On a telephone with a display panel, an invalid account code shows

the text string

■ On a telephone without a display panel, an invalid account code plays

Unknown Account, and the call continues.

the Feature Error tone, and the call continues.

Unforced / Unverified Mode

Unforced / Unverified mode is similar to Unforced / Verified mode, but the system does not verify the account code. The telephone displays the account name if the account code is valid and the call continues.

The account code and account name information is available in CDR.

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Call Pickup 51

Configuring Enforcement and Verification

To enable or disable verification of outgoing calls:

1 Log in to the NBX NetSet utility using the administrator login ID and

password.

2 Go to Feature Settings > Account Codes.

3 Enable the check box next to the appropriate account code (or create a

new one before proceeding).

4 Enable or disable the Enforce account codes verification check box, as

appropriate.

5 Click Apply.

To enforce or relax the need for an account code:

1 Log in to the NBX NetSet utility using the administrator login ID and

password.

2 Click User Configuration > Class of Service.

3 Click the appropriate CoS Group name, which displays the Modify

window.

4 Locate the appropriate Class of Service (such as International or Long

Distance), then enable or disable the corresponding Force Acct Code check box.

5 Repeat the previous step for each appropriate Class of Service.

6 Click Apply to activate the changes and leave this window open, or click

OK to activate the changes and close this window.

Call Pickup Call Pickup allows telephone users who hear a telephone ringing to

answer the call on their own telephones. To enable this feature, you add telephone extensions to Call Pickup Groups.

The Call Pickup feature is not supported for hunt groups. However, it is supported for ACD groups.

Group Numbers Ta bl e 1 3

summarizes the Call Pickup group numbers.

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Table 13 Call Pickup Group Numbers

System Group Numbers

V3000, V3001R, V5000 50 Call Pickup groups:

NBX 100 32 Call Pickup groups from group 0 (extension 500)

See the NBX Telephone Guide for user instructions about how to use Call Pickup.

If you select Auto Add Phones to Call Pickup Group 0 (System-Wide Settings > Auto Discovery), every telephone that you add to the system is

a member of Call Pickup group 0 (extension 500). Any telephone can pick up calls to a telephone user who is a member of default Call Pickup Group 0. Telephone users can add or remove their own telephone extensions from the group to allow or prevent others from picking up their calls. See the NBX Telephone Guide and the User online Help for more information.

■ Group 0 through group 31 (extension 500 through

531)

■ Group 32 through group 49 (extension 482 through

499)

50 Directed Call Pickup groups (extension 540 through

589)

through group 31 (extension 531)

10 Directed Call Pickup groups from 540 through 549

You can add telephone users to and remove them from any of the groups. Telephone users can remove themselves from Call Pickup group 0, but not from any other Call Pickup groups.

You can map Call Pickup Groups to user telephone buttons to provide one-touch access to the Call Pickup groups. See “

Creating and Managing

Button Mappings” in Chapter 5.

To configure call pickup groups and modify group membership:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click Feature Settings > Call Pickup.

3 See the online Help for more information.

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Call Park 53

Call Park When you park a call, anyone can retrieve it from any other telephone in

the system by entering the Call Park extension that is associated with that call.

Example: You need to transfer an incoming call, but the person that you need to reach is not available. You can park the call on any unused Call Park extension, and then page the person and announce that Call Park extension. The person can then dial the Call Park extension from any internal telephone to retrieve the parked call.

These are the default system configuration extensions for Call Park:

■ 4-digit dial plan: 6000 through 6099

■ 3-digit dial plan: 601 through 609

Adding a Call Park

Extension

Changing a Call Park

Extension Name

Removing a Call Park

Extension

To add a Call Park extension:

1 Click Feature Settings > Call Park.

2 Click Add.

3 Enter the number of an extension in the Extension field.

4 Enter a name for the extension in the Name field.

5 Click OK.

To change the name of a default Call Park extension:

1 Click Feature Settings > Call Park.

2 Click an extension.

3 Enter the new name for the Call Park extension in the Name field.

4 Click OK.

You can remove a Call Park extension at any time:

1 Click Feature Settings > Call Park.

2 Select the extension, or extensions, that you want to delete and click

Remove Selected. To select all extensions, enable the Select check box.

3 Click OK.

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To replace any extension that you remove, see “Adding a Call Park

Extension” on page 53.

Page Zones The Page Zone feature allows you to designate a subset of devices within

the system as members of a zone. Telephone users then can page members of that group only, rather than paging all devices on the system. The system supports up to 16 page zones per system.

The system allows multiple simultaneous zone pages. However, a device that is currently paging or being paged will not respond to another page request.

A Page Zone extension must be in the external device extension range:

■ 6000-7999 for a 4-digit dial plan

■ 600-799 for a 3-digit dial plan

The default 3- and 4-digit dial plans assign extension numbers that start with 7 as diagnostic. Diagnostics is a Class of Service that you can assign to a telephone user. For example, if you want to assign a page zone to extension 720, either change the dial plan (to make 7** an internal call) or assign the CoS permissions labelled Diagnostics to users who will be dialing the 720 page zone. To keep the dial plan and CoS defaults, use the extension range of 6000 – 6999 (or 600 – 699) for page zones.

Page Zone Feature

Support

Many extensions in these ranges are already reserved for Call Park and other features. Typically, you choose an extension near the upper end of the external extension range. Click Reports > Device List for a list of extensions currently in use.

The Page Zone feature supports the following features and desktop applications:

■ Caller ID — The display panel on the device originating the zone page

displays the zone page’s name and extension; the recipients’ display panels do not display the broadcaster’s extension.

■ Hands Free — A zone page reaches a device that has Hands Free

enabled.

■ Hold — A zone page reaches a device that has Hold enabled.

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Ring Patterns 55

■ Speed Dial (Personal) — A device is able to store personal speed dial

extensions as zone page extensions.

■ Speed Dial (System) — A device is able to store system speed dial

extensions as zone page extensions.

All other features and desktop applications are not supported. A zone page does not reach a device that has Do Not Disturb enabled.

When zone paging, you cannot include devices from a different Call Processor in a local page zone. However, if your dial plan is configured to support Virtual Tie Lines (VTLs), you can include an extension on a different Call Processor in a zone page.

SIP telephones can neither initiate nor receive pages.

To configure Page Zones:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click Feature Settings > Page Zones.

3 See the online Help for information about how to add, modify, and

remove page zones.

Ring Patterns You can set system-wide ring patterns, such as one, two, or three rings,

to distinguish between internal and external calls.

Do not confuse ring patterns with ringer tones, which telephone users can set for their telephones from the NBX NetSet utility. For information about setting a telephone user’s ringer tones, see the NBX Telephone

Guides or the User online Help.

To set ring patterns:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click Feature Settings > Ring Patterns.

3 See the online Help for more information.

Supervisory Monitoring

Supervisory Monitoring allows a supervisor to monitor calls on the system, with or without the knowledge of the parties engaged on the

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call, as a part of the quality control operations of a site. Typically, you monitor or audit calls that are routed through ACDs, Hunt Groups, or TAPI Route Points. However, you can monitor any call.

This section describes these topics:

■ Introduction to Monitoring

■ Domains and Privacy

■ Announcement Tones and Supervisory Modes

Introduction to

Monitoring

Supervisory Monitoring takes place through domains. A domain is a collection of telephone users who are grouped because they are logically related in some way. In this case, the telephone users in a domain are candidates for monitoring. If you enable Supervisory Monitoring in a domain, each telephone user in that domain can be monitored.

By default, Supervisory Monitoring is disabled. You can enable or disable Supervisory Monitoring on a system-wide basis. Click System-Wide

Settings > Enable Features System-Wide and then enable the Supervisory Monitoring check box.

There might be situations in which a telephone user’s calls need not be monitored. In this case, the Privacy List domain is a special domain that contains telephone users whose calls cannot be monitored.

A monitoring session, in which an agent’s call is actively monitored, includes:

■ The supervisor, or monitoring party, who is any telephone user in the

system who knows the Supervisory Monitoring domain password and thus can monitor the members of the domain associated with that password.

■ The agent, who is any telephone user who is part of a supervisory

monitoring domain and who a supervisor in that domain can monitor, unless that telephone user is in the Privacy List domain.

The actual audio state, or mode, of the session might be one of the following:

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Table 14 Supervisory Monitoring Modes

Mode Description

Monitor Enables a supervisor to monitor a call with or without the

knowledge of the agent or the external party (typically a customer).

Whisper Enables a supervisor to coach or speak with an agent without

the customer's knowledge.

Barge-In Enables the supervisor to speak with both the agent and the

customer.

You can configure announcement tones to allow the agent or the customer, or both, to know that the call is being monitored.

Domains and

Upgrades

Supervisory Monitoring domains are a new feature in release R6.0. To create and manage Supervisory Monitoring domains, click Feature Settings > Supervisory Monitoring and see the online Help for more information.

If you upgrade to release R6.0 from a previous release, make sure you are aware of upgrade results.

Release R5.0 supported Supervisory Monitoring for calls that hunt groups, ACD groups, and route points managed. When you upgrade a release R5.0 system to release R6.0, the system creates new Supervisory Monitoring domains automatically for all existing groups for which the Supervisory Monitoring passwords were changed from the default setting. If a group’s default password was not changed in release R5.0, the system does not create a new Supervisory Domain for that group.

The new Supervisory Monitoring domains have these characteristics:

■ The upgrade process transfers all relevant information from release

R5.0 groups to the new release R6.0 Supervisory Monitoring domains. For example, the members of a new Supervisory Monitoring domain are the same members of the Hunt Group or the ACD Group that you created in release R5.0.

■ The name of each new Supervisory Monitoring domain that the

system creates during the upgrade process is the group name plus the group number of the Hunt Group or the ACD Group that had Supervisory Monitoring enabled. The new password is the group’s extension plus the former supervisory monitoring password. For

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example, if ACD Group 4000 had password 1234 in release R5.0, the new Supervisory Monitoring domain password in release R6.0 is

40001234.

■ The tones that are enabled for a new Supervisory Monitoring domain

are the same tones that were in effect for the Hunt Group or ACD Group before the upgrade.

■ The call type settings default to incoming group calls only.

Domains and Privacy Be aware of the following privacy issues when you use Supervisory

Monitoring on your system:

■ Monitoring Ability

A supervisor can monitor:

■ All call types, which includes incoming, outgoing, and non-ACD

calls.

■ Anyone in the system.

■ Three-party conference calls. The supervisor counts as one of the

parties in a conference, which supports up to four parties at one time.

■ Domains

A domain defines logical groupings of the agents who a supervisor, or supervisors, is required to monitor.

The NBX 100 system can support up to 49 domains. All other hardware platforms can support up to 101 domains.

Anyone who has a valid Supervisory Monitoring domain password can be the supervisor and monitor domain members.

Prior to release R6.0, the supervisor had to enter the extension and password of the last hunt group, ACD, or route point that the incoming call traversed to monitor a call. This restriction is removed.

You must create Supervisory Monitoring domains that specify the following information for the system:

■ The Supervisory Monitoring domain's unique name and password

■ The types of calls that the supervisor can monitor (Incoming Group

Only calls or All calls)

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■ The calling groups (ACD, Hunt Group, or TAPI Route Point) that the

supervisor can monitor

■ The agents or telephone users than the supervisor can monitor

■ Announcement tones for Monitor, Whisper, and Barge-In modes

■ Privacy List

The Privacy List, which is a reserved system domain, specifies those telephone users whom a supervisor cannot monitor. The Privacy List is unlike other Supervisory Monitoring domains:

■ You cannot change the name of the Privacy List.

■ You can define only telephone users for the Privacy List. There are

no tone settings or call type settings for this domain.

■ You cannot add Hunt groups, ACDs, or TAPI Route Points as

members of the Privacy List.

■ You can add members of the Privacy List to individual domains,

even though these telephone users cannot be monitored. You can track these cases using reports.

■ Call Privacy

Call Privacy allows a telephone user to prevent a call from being monitored on a call-by-call basis. Telephone users can toggle Call Privacy on and off to block or accept monitoring.

This contrasts with membership in the Privacy List domain, which ensures that a supervisor cannot monitor any calls associated with a telephone user.

You can assign a telephone user to a CoS group that allows Call Privacy so that the telephone user can use Feature Code 428 to prevent the supervisor from monitoring the current call as follows:

■ The telephone user can activate the Call Privacy feature before a

call (for example, by going off-hook and dialing Feature Code 428 and then dialing an internal or external call), or during a call (for example, by dialing Feature Code 428 after answering an incoming call). If the telephone user activates Call Privacy while on a call that the supervisor is monitoring, the monitoring session ends.

■ When an active Call Privacy session ends, (that is, the telephone

user activates Call Privacy, initiates a call, and then exits the call) the Call Privacy settings are no longer applicable and the next call is open to monitoring.

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You can map Feature Code 428 to one of the telephone system access buttons.

Announcement Tones

and Supervisory

Modes

This section describes information about the following topics:

■ Supervisory Monitoring Announcement Tones

■ Using Monitor Mode

■ Entering Whisper Mode From Monitor Mode

■ Entering Barge-In Mode From Monitor Mode

■ Changing Agents and Changing Modes While Monitoring

The Call Timer feature on the display panel of the telephone does not work with Supervisory Monitoring. Also, to use Supervisory Monitoring, you must use a telephone that has a display panel and Soft Keys.

Supervisory Monitoring Announcement Tones

Before you use Supervisory Monitoring, make sure you are familiar with the announcement tone scheme. The system uses the announcement tones to indicate the status of Supervisory Monitoring to call participants.

■ When the supervisor invokes either Monitor or Whisper mode, the

agent might hear a tone, depending on how you configured the Supervisory Monitoring domain to which that agent belongs.

■ When the supervisor invokes Barge-In mode, the agent and the

external party might hear a tone, depending on how you configured the Supervisory Monitoring domain to which that agent belongs.

■ When the supervisor invokes Monitor mode, a tone plays when the

system prompts the supervisor to enter the agent's extension. You cannot disable this tone.

■ Each of the three modes (Monitor, Whisper, and Barge-In) has a

unique announcement tone.

■ The tone accompanying the prompt for the agent's extension has the

same pitch as the announcement tone.

Default Tones

Ta bl e 1 5 lists the default settings for Supervisory Monitoring.

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Table 15 Supervisory Monitoring Announcement Tone Settings (Default)

Mode Default Setting

Monitor Off

Whisper Off

Barge-In On

Using Monitor Mode

The supervisor can use Feature Code 425 to invoke Monitor mode to monitor a conversation in progress. You can map this feature code to a button with or without a status light for individuals or groups. (Telephone users may change the button mapping for their own extensions only.)

1 Make sure that:

■ You have enabled Supervisory Monitoring.

■ You create a Supervisory Monitoring domain.

■ You know the Supervisory Monitoring domain password. A telephone

user who acts as the supervisor must know the Supervisory Monitoring domain password.

■ The agent whom you want to monitor is a member of the Supervisory

Monitoring domain.

2 On the telephone, press the programmable access button mapped to

Monitor, or press the Feature button and use the keypad to enter Feature Code 425 for Monitor.

The system prompts for the domain password.

3 Enter the Supervisory Monitoring Domain password, then press either the

OK menu option or # key, as appropriate.

■ If the password or the extension is invalid, the display panel

displays an error message and allows you to reenter the password.

■ If the extension number is valid, the system plays a tone and

prompts for an agent extension.

4 Enter the extension of an agent who is a member of the Supervisory

Monitoring domain.

The system checks the state of the call that you are attempting to join and uses the display panel to inform you about the call status:

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■ If the agent is not on an call, the display panel displays IDLE and allows

■ If the agent is not logged into the system, the display panel displays a

■ If the agent is already being monitored, the display panel displays a

■ If the agent is free to be monitored, the conversation becomes

5 To end the Monitor session, hang up the telephone receiver.

The supervisor’s display panel is the only display panel that displays menu options or indications that the Supervisory Monitoring feature is in use. (The agent’s display panel does indicate that Supervisory Monitoring is in use.)

Changing Agents and Changing Modes While Monitoring

While you listen to a call in Monitor mode, the telephone display panel provides options to allow you to choose Barge-In mode, Whisper mode, or to change to another agent’s call.

you to enter another extension.

message to that effect, and allows you to take another action.

audible, and the system plays an announcement tone if it has been configured to do so.

While you monitor a call, you can change the agent extension and the supervisory monitoring mode.

The display panel displays the extension of the agent currently being monitored, as well as these menu options:

■ Whisp

■ Chg

■ BrgIn

Entering Whisper Mode From Monitor Mode While in Monitor mode, the supervisor can invoke Whisper mode.

The supervisor in Whisper mode can join, as well as listen to, the conversation between the agent and the customer. For example, the supervisor can provide information or a suggestion to the agent. The agent hears the supervisor’s suggestions in addition to the conversation with the customer. The customer can hear the agent only.

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To enter Whisper or Barge-In mode, you must first enter Monitor mode, then switch to the appropriate mode.

1 Press the Whisp Soft Key on your telephone.

The agent might hear an announcement tone depending on how you configured Supervisory Monitoring.

2 Hang up the telephone receiver to end the Monitor session.

Entering Barge-In Mode From Monitor Mode While in Monitor mode, the supervisor can invoke Barge-In mode.

Barge-In mode immediately inserts the supervisor into the conversation with the agent and the customer. The supervisor, agent, and customer can hear and speak with the other parties in the conversation.

To enter Whisper or Barge-In mode, you must first enter Monitor mode, then switch to the appropriate mode.

1 Press the BrgIn Soft Key on your telephone.

The agent might hear an announcement tone, depending on the way you configured Supervisory Monitoring.

Supervisory

Monitoring Usage

Notes

2 Hang up the receiver to end the Monitor session.

Changing Agents While Monitoring a Conversation While in

Monitor mode, the supervisor can change which agent to monitor.

1 Press the Chg Soft Key on your telephone.

The system prompts for the agent extension and plays a tone.

2 Enter the new extension and press the OK menu option or # key, as

appropriate.

The previous agent’s call is no longer audible to you and the current agent’s call becomes audible. The current agent might hear an announcement tone, depending on the way you configured Supervisory Monitoring.

3 Hang up the receiver to end the Monitor session.

This section describes general information about Supervisory Monitoring. Topics include:

■ Special Considerations

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■ Supervisory Monitoring Error Conditions

Special Considerations

To configure Supervisory Monitoring, you must have Administrator access rights to the system. If you are a call supervisor, make sure you are familiar with the following issues when monitoring calls in progress:

■ You can monitor calls internal to the system or external calls.

■ You can monitor a call across a Virtual Tie Line (VTL).

■ Any one of the parties involved in a Supervisory Monitoring

■ You cannot invoke session-modifying services during a call being

environment (customer, agent, or supervisor) can put the call on hold and answer another call.

monitored. You can invoke the following telephone features during a call:

■ Forward voice mail

■ Do Not Disturb

■ Mute

■ Hold

The display panel displays the message

Not allowed if you invoke any

other features during a monitoring session.

■ If the customer or the agent invokes a session-modifying service such

as Transfer, Conference, Call Park, or Transfer to Voice Mail, the system drops the supervisor from the call.

■ You can use third-party TAPI applications to monitor calls.

■ You cannot monitor more than two calls at the same time. Of the two

calls, only one can be active at any given time; the other call must be on hold.

■ You can monitor other supervisors. However, you cannot monitor a

supervisor who is monitoring another call.

■ Multiple supervisors can monitor different calls by the same agent.

However, a specific call can be monitored by one supervisor only at any one time.

■ If you exit the monitoring session, the call between the customer and

the agent is unaffected.

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■ You cannot invoke Supervisory Monitoring if the supervisor is already

on an active call.

■ When you invoke Barge-in and either the caller or the agent

subsequently puts the call on hold, you are still able to talk to the remaining party.

■ The telephone user does not need to be an agent to be in a monitored

call, nor does this user have to be logged in.

■ An agent in a monitored call can transfer a call to another party.

■ A primary telephone configured with bridged extensions could receive

a call that an associated secondary telephone, which is not a part of a hunt group, ACD, or route point, can answer.

Restrictions in Monitoring ACD Calls There are a few cases in which you cannot monitor an ACD call, though the system is processing the call as an ACD call.

■ You cannot monitor ACD calls going through call coverage to voice

mail or Auto Attendant.

■ Multiple supervisors cannot monitor the same agent at the same time.

Supervisory

Monitoring Error

Conditions

Supervisory Monitoring is limited to one active supervising session per agent.

This section describes the most common Supervisory Monitoring errors and the results that occur. If appropriate, the table lists corrective measures that you might take to recover from errors.

■ Feature Interaction Errors

■ Validation Errors

■ Supervisory Monitoring Service Errors

■ Device Errors

Table 16 Feature Interaction Errors

Event Action

A feature is active on the supervisor’s phone that prevents Supervisory Monitoring.

The display panel displays an explanatory error message and the phone returns to the Ready state.

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Table 16 Feature Interaction Errors

Event Action

The agent or the customer hangs up while the supervisor has the call on hold.

Supervisory Monitoring fails to start because two Supervisory Monitoring services are already active on the supervisor’s device.

The agent or the customer invoke a feature that cannot operate with Supervisory Monitoring while the supervisor is monitoring the call.

A feature is active on the agent’s telephone that prevents Supervisory Monitoring from starting.

An agent puts an ACD call on hold before the supervisor invokes Supervisory Monitoring.

The display panel cannot display messages while a call is on hold; the supervisor’s phone immediately returns to the Ready state.

The display panel displays an explanatory error message and the phone immediately returns to the Ready state.

The display panel displays an explanatory error message and the system gives the supervisor the option to change agents.

Table 17 Validation Errors

Action Result

The supervisor enters an incorrect password or extension.

The supervisor enters an incorrect password three times.

The supervisor enters the extension of a device that cannot be monitored (for example, the extension is a paging, Call Park, or Voice Mail extension).

The display panel displays an explanatory error message and the system gives the supervisor the options to try again or exit.

The display panel displays an explanatory error message and the phone exits Supervisory Monitoring and returns to the Ready state.

The display panel displays an explanatory error message for five seconds, and then the system prompts again for the extension of an agent.

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Table 18 Supervisory Monitoring Service Errors

Action Result

Another supervisor is already monitoring the call.

The agent is not on any call. The display panel displays an explanatory

The agent hangs up before the monitoring message reaches him causing Supervisory Monitoring to timeout.

The display panel displays an explanatory error message for five seconds, then the system prompts again for the extension of an agent.

error message for five seconds, then the system prompts again for the extension of an agent.

The display panel displays an explanatory error message for five seconds, then the system prompts again for the extension of an agent.

Table 19 Device Errors

Action Result

The supervisor’s device does not support conferencing.

The monitored agent’s device does not support conferencing.

The customer’s device does not support conferencing.

The display panel displays an explanatory error message and the phone returns to the Ready state.

The display panel displays an explanatory error message and the system prompts again for the extension of an agent.

The display panel displays an explanatory error message and the system gives the supervisor the option to change agents.

Speed Dials You can create up to 100 System Speed Dial numbers. You can also

create system speed dial and personal speed dial button definitions and assign them to groups.

Do not confuse use speed dial codes with extension numbers.

Any telephone in a Telephone Group has access to the same button definitions. Telephone users can create personal speed dial definitions for buttons that do not already have a button mapping. Telephone users can also change definitions for any buttons mapped as personal speed dial buttons, even if those buttons are defined in the Group Button Mappings.

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System speed dial numbers are not subject to Class of Service (CoS) restrictions. Therefore, a speed dial number mapped to a number that is a toll call is available to telephone users even if their CoS does not allow toll calls. Personal speed dial numbers are subject to CoS.

To set up system speed dials:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click Feature Settings > System Speed Dials.

3 See the online Help for information about how to configure system speed

dials.

WhisperPage The WhisperPage feature allows you to dial an extension that is involved

in an active conversation with another person and speak to that person without the other party on the call being able to hear you.

WhisperPage is typically used in the workplace by an assistant and manager. While a manager is on a call, an assistant can start a WhisperPage session to alert the manager of an important meeting or call. During the WhisperPage session, the assistant cannot hear the manager or the third party speaking and the third party cannot hear the comments of the assistant.

If the manager is not on an active call when the assistant starts a WhisperPage session, the system places the call as if the assistant dialed the manager's extension.

A typical WhisperPage session occurs as follows:

1 An assistant initiates a WhisperPage through Feature Code 426 or a

programmed system access button, depending on the type of telephone and how it is configured.

2 The manager might hear an alert tone announcing the WhisperPage

request.

The display panel on the manager's phone shows the Caller ID of the assistant and the WhisperPage icon for 5 seconds, and then the display reverts back to the Caller ID information of the person the manager is speaking with.

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The manager also has a period of time, called the Decline Time, to refuse the WhisperPage. You can configure WhisperPage behavior by enabling or disabling the alert tone and specifying the Decline Time to be 0 – 9.9 seconds in 0.1 second intervals. The default Decline Time is two seconds.

You can also configure, on a per-user basis, the WhisperPage feature success tone waiting time period that the assistant hears.

3 To accept the WhisperPage, the manager does nothing.

When the Decline Time period expires, the assistant hears a tone that indicates that the WhisperPage session is active. The display panel on the assistant's phone displays

Whispering and the manager's extension to

indicate that the WhisperPage session is active. The assistant can speak to the manager. The other party on the call does not hear the assistant's comments and the assistant cannot hear the manager or the person to whom the manager is speaking.

4 To refuse the WhisperPage, the manager can invoke the Do Not Disturb

(DND) feature during the Decline Time.

The assistant hears an error tone and the display panel on the assistant's phone shows a message that indicates that the WhisperPage was unsuccessful. The manager can also invoke DND to end an active WhisperPage session. If the manager invokes DND, the feature is active until the manager disables it.

5 The assistant hangs up to end the WhisperPage session.

You can configure the WhisperPage announcement tone that the manager hears on a per-user basis:

1 Click Feature Settings > WhisperPage.

2 Click a domain and then click the extension of a member of that domain

The system displays the Report window.

3 Type a value in the Decline Time field.

4 Click OK.

However, you cannot configure the WhisperPage feature success tone heard that the assistant hears.

You may can Feature Code 426 for WhisperPage to a telephone button for individuals or groups. Telephone users may change the button mapping for their extension only if you have extended this privilege using

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the CoS function. You can configure the mapped buttons from the Button Mapping window. Click Telephone Configuration > Telephones or Telephone Configuration > Telephone Groups. Click a telephone extension or a telephone group name, depending on which sub menu you chose, and then click the Button Mapping tab.

WhisperPage

Permissions

Using Domains For

WhisperPage

Both the manager and the assistant in a WhisperPage session must be assigned to a WhisperPage domain and have appropriate WhisperPage access privileges.

Telephone users can view their WhisperPage access privileges from within the NBX NetSet utility. WhisperPage permissions include this information:

■ Whether or not the WhisperPage alert tone is enabled

■ The waiting time before an initiated WhisperPage session becomes

active

■ Telephone users (listeners) to whom you can initiate a WhisperPage

session

■ Telephone users (speakers) who can initiate a WhisperPage session

with you

You can define these access privileges when you create the WhisperPage domains.

A domain is a grouping of telephone users who are logically associated in some way. You create domains for use with the WhisperPage feature.

Each domain must have a unique name, which you configure in the NBX NetSet utility (click Feature Settings > WhisperPage).

For each domain in the system, configure the following:

■ The list of members in that domain to whom speakers can whisper.

■ A list of members in that domain who can invoke the WhisperPage

feature.

You can create a domain with no members. There can be a maximum of 50 domains in the system. (Some platforms might support fewer domains due to resource usage.)

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The Report window shows the extensions to which a telephone user can whisper, and also shows the extensions that are able to whisper to the telephone user.

1 Click Feature Settings > WhisperPage.

2 Click a domain.

3 Click the extension of a member of that domain to display the Report

window.

Feature Interaction

With Whisper Page

This section describes how the WhisperPage feature interacts with other system features.

Feature Manager Assistant

Account Code Allow Disallow

CO Flash Allow Disallow

Conference Allow - drop assistant Disallow

Conference drop Allow Disallow

COS Override Allow Disallow

Directory Allow Disallow

Direct Mail Transfer Allow - drop assistant Disallow

Feature Manager Assistant

Fwd RNA n/a Disallow

Fwd Busy n/a Disallow

Fwd DND Allow - drop assistant Allow

Handsfree Allow Allow

Hold Allow - drop assistant Allow (no Music On Hold)

Mute Allow Allow

Speakerphone Allow Allow

Feature Manager Assistant

Call pickup n/a n/a

Speed dial Allow (ignore) Disallow

Line redirect n/a Disallow

Toggle Fwd to VM Allow Allow

Release Allow - drop assistant Allow

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Feature Manager Assistant

User park Allow - drop assistant Disallow

Feature Manager Assistant

Hunt Group Logging Allow Disallow

Hunting Service n/a n/a

Last Number Redial Allow Disallow

Lock unlock Allow Disallow

Orig startup n/a n/a

Feature Manager Assistant

System info Allow Disallow

Term startup n/a n/a

Transfer Allow - drop assistant Disallow

User password Allow Disallow

Camp On Allow - drop assistant Disallow

Volume Up / Down Allow Allow

WhisperPage

Restrictions

Feature Manager Assistant

VTL merge n/a n/a

Bridged phones Allow n/a

Mapped TLIMs Allow n/a

VTLs Cannot go across VTL Cannot go across VTL

WhisperPage restrictions include:

■ Only the administrator can:

■ Create a domain

■ Add telephone users to a domain that allows WhisperPage to be

invoked

■ Add telephone users to a domain that allows a WhisperPage to be

received on a particular extension

■ Multiple assistants cannot whisper to the same extension at the same

time.

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WhisperPage 73

■ An assistant may initiate only two WhisperPage sessions at any one

time (one or both on hold), provided that there is a line available for each session.

■ While using WhisperPage, if the party speaking to the manager hangs

up and terminates the call, the system disconnects the assistant from the call.

The system displays an error message to the assistant on the display panel and plays a feature error tone.

■ The assistant and the manager must be on the same system.

You cannot use the WhisperPage feature over VTL /Q.SIG/ T1 tie lines or /PRI / BRI/ T1 E&M robbed bit lines.

■ The system has a resource pool of 42 multicast addresses for the

WhisperPage feature.

There are no limits as to the maximum number of multicast addresses that any one feature can use. It is possible for another feature to exhaust the addresses in the resource pool.

■ Use the DND feature to implement Decline Whisper.

■ On an ATA, any feature that the manager tries to invoke disconnects

the assistant from the call.

If the manager presses flash hook on an ATA to enter a feature code, the system invokes hold on the manager's device.

■ On an ATA, a telephone user cannot distinguish the difference

between Supervisory Monitoring Whisper Mode and WhisperPage.

There is no display panel on an ATA, and the tone is identical for both features.

For more information about configuring WhisperPage, see the online Help.

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SYSTEM MAINTENANCE

This chapter describes how to manage system-level maintenance operations for the system, including:

■ System Backup

■ System Restore

■ Import / Export Data

■ Reboot/Shutdown

■ Password Administration

■ Call Report Settings

■ Purge Database

■ Disk Mirroring

For more information about these topics and configuration procedures, see the online Help.

System Backup You can back up a system database at any time. To ensure a successful

restoration of your database, be sure that the version number of the backup file matches the version number of the system software.

For example, to restore the data on a system running release R6.0, use a backup file from release R6.0, not from release R5.1 or lower. If you restore a database that you saved on an older release, the operation will succeed. However, if there is a change in the database schema between the old and new releases, the restore will fail.

CAUTION: 3Com does not support the restoration of a database from an older version of the system software.

3Com recommends this backup policy:

■ Back up your database before you upgrade the system software.

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■ When you upgrade system software, answer Yes when the software

prompts you to include the database in the upgrade process.

■ After an upgrade, backup the database again.

■ After you make any administrator-level configuration changes, backup

the database.

■ To ensure that you capture changes that telephone users make to their

personal settings, perform frequent or, if possible, daily backups.

A backup of your system data includes voice mail messages and licenses only if you specify that you want to include them. If voice mail was not included when the system data was backed up, you cannot specify that you want to restore voice mail during a restore operation.

During a backup operation, a series of status windows track the steps. Some steps might occur quickly so that you do not see the status window. For example, you might see the status window appear to go from step 1 to step 4, if steps 2 and 3 complete quickly.

A system task, which is independent of all other system tasks, backs up your database. You can safely perform any of these actions before the backup operation completes without interfering with the backup:

■ Click your browser’s Back button

■ Click your browser’s Stop button

■ Exit your browser

■ Shut off your computer

If another administrator tries to back up the system database before the current backup task completes, a message warns that a backup is currently in progress.

The message includes:

■ The IP address of the computer from which the backup was started

■ The time that the backup was started

■ The current step of the upgrade process

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System Backup 77

The seven steps in the backup operation include:

1 Backup Starting — The system begins the backup operation. The status

window displays step 1 of 7.

2 Backing up Database — The system locks the databases during this

step. The status window displays step 2 of 7.

3 Backing up Voice Mail — If you enable the Include NBX Voice Mail

check box, the system backs up voice mail messages for all telephone users. The system locks Auto Discovery and voice mail access during this step. The status bar displays step 3 of 7.

4 Backing up Voice Mail Data — The system backs up greetings and

name announcements of all telephone users. The status bar displays step 4 of 7.

5 Backing up License — The system backs up licenses on the system. The

status bar displays step 5 of 7.

6 Creating Backup file — The system adds all files created during the

backup process to a single backup file. The status bar displays step 6 of 7.

7 Backup Finishing — The system deletes temporary files created during

the backup operation. The status bar displays step 7 of 7.

Saving the Backup File

After the system completes the backup operation, the final window displays the name of the backup file and gives you the opportunity to save the file in a location you choose, which is typically on the disk drive of your PC or on the disk of another computer in your network. 3Com recommends that you save the backup file when prompted to do so.

The system keeps a copy of the most recent backup file on your system. Each time you perform a backup operation on the database, the system overwrites this file.

If you choose to not save the backup file during the backup procedure or if you forget to save it, you can save it later. However, if you perform another backup, the prior backup file is no longer available.

Cancelling a Backup Operation

You can cancel the currently active backup operation. When you click Cancel, the system immediately asks you to confirm that you want to cancel the backup operation. If you click Yes, the system first completes

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the current step of the backup operation and then cancels the backup operation.

Depending on the size of your database, some of the steps in the backup operation can take several minutes to complete. Please allow time for the system to complete the current step and respond to your cancel command.

System Restore You can restore a database using a backup file that is from the same

version as the running system software. For example, to restore the data on a system running version R4.3.3, use a backup file from R4.3.3; do not use a backup file from R4.3.2 or lower. If you restore a database that you saved on an older release, the operation will succeed. However, if there is a change in the database schema between the old and new releases, the restore will fail.

You can convert configuration data stored with an older software version to a newer software version. You might need to do this if you have installed a new version of the software but you want to use older configuration data. During normal operation, you do not need to use this function.

CAUTION: 3Com does not support the restoration of a database from an older version of the system software. In addition, you can severely damage an NBX 100 system if you try to restore a database from a V5000,V3000, or V3001R system. Do not attempt this operation under any circumstances.

The backup of your system data includes voice mail messages only if you specify that you want it included. If voice mail was not included when the system data was backed up, you cannot specify that you want to restore voice mail during a restore operation.

Backing up and restoring your licenses are procedures that are separate from the database backup and restore procedures. Back up your licenses before and after you add or remove any licenses.

To restore your database from a saved backup file:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click System Maintenance > System Restore.

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Import / Export Data 79

3 Browse to locate the current backup file or use the drop-down list to

select an earlier software version from which to convert configuration data.

4 Click Restore Database.

The system provides cautionary information about the effect of a restoration on system operation and prompts you to confirm that you want to restore the database.

5 Click Yes to restore the database.

The system automatically reboots after the database file is loaded.

Import / Export Data

You can to import telephone data from a file on a PC to the database, or export telephone data from the database to a file on a PC (click System Maintenance > Import/Export Data).

The data is in .CSV format, which is a Microsoft Excel convention. This method lets you populate many telephone user records into the database in a single operation.

CAUTION: Make sure you are familiar with data in this format before you import or export data. Otherwise, you might inadvertently propagate incorrect data into the database.

Each record of the data consists of the following fields:

■ Extension

■ First(Name)

■ Last(Name)

■ Title

■ CoS

■ Location1

■ Location2

■ Department

■ Telephone Group

■ Device Type

■ MAC Address

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■ Channel

■ Forward to Auto Attendant

■ Receive Maintenance Alert

■ Exclude from LCD

■ Exclude from Name Directory

To manage these settings, click Telephones and System-Wide Settings.

Reboot/Shutdown You must reboot the system after you upgrade software and you must

shut down the system software before you turn off power to your system.

To reboot or shutdown the system:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click System Maintenance > Reboot/Shutdown.

3 See the online Help for procedures to reboot and shut down the system.

Password Administration

CAUTION: If you remove power from the system without first shutting down the system software using the NBX NetSet Shutdown function, the operating system must perform a file system check during the next startup cycle to ensure file integrity. The file system check significantly increases the time it takes for the system to come to a ready state. During a file system check operation, the Call Processor’s S1 and S2 status lights flash in an alternating pattern.

The Password Administration window enables you to manage passwords. The most common use is to reset a telephone user’s forgotten password.

To set system passwords:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click System Maintenance > Password Administration.

3 From the drop-down list, select which of these types of passwords you

want to set:

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Password Administration 81

■ Change Administrator Password — Resets the password for

administrator access to NetSet.

After you change an administrator password, make sure you record the new password appropriately. There is no “back door” password to use if you lose this password. If you change the default 4-digit password to an 8-digit or longer password, you cannot revert to a 4-digit password.

■ Reset User Password — Resets the password to a telephone user’s

extension. After you reset the password, instruct the telephone user to change to a new password as soon as possible to ensure system security.

■ Auto Attendant Password — Limits access to Auto Attendant

settings and functions.

■ System Backup Password — Enables automated backups from an

external system.

■ General Call Data Reporting Password — Limits access to Call

Detail Reports, an optional component of the system. See “

Call

Report Settings” on page 82 for more information.

■ ACD Call Data Reporting Password — Limits access to ACD Call

Detail Reports.

■ Virtual Tie Lines Password — Enables calls over Virtual Tie Lines

(VTLs) to “hop off” after they reach the destination system. The call then appears to originate at the destination system. See Chapter 11 for more information about setting up VTLs.

■ Hunt Group Voice Mail Password— Resets the password for the

Hunt Group extension number.

■ Hunt Group Supervisory Monitoring Password— Resets the

password that allows the Hunt Group supervisor to monitor calls to hunt group members.

■ ACD Group Voice Mail Password— Resets the password for the

ACD Group extension number.

■ ACD Group Supervisory Monitoring Password— Resets the

password that allows the ACD Group supervisor to monitor calls to ACD group agents.

■ TAPI Voice Mail Password— Resets the password for the TAPI Route

Point extension number.

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■ TAPI Route Point Supervisory Monitoring Password— Resets the

password for the Hunt Group supervisor to monitor calls to hunt group members.

Call Report Settings The Call Processor captures information about all outgoing and incoming

calls made through the system. To view this call information in detail, install Call Reports (Downloads > Applications > NBX Call Reports) on a networked computer as specified later in this section. Then, download the call report information, which is referred to as call detail reports, from the system to a local hard drive.

After you install the NBX Call Reports software, you can:

■ Retrieve calling data from the system.

■ Generate formatted reports.

■ Export reports in formats suitable for use with third-party reporting

software, spreadsheets, databases, and word processing applications.

■ Export your call data in HTML format for publication on a web server.

CDR Changes At

Release R6.0

■ Export reports to a disk file or directly to a Microsoft mail message or a

Microsoft Exchange folder.

The release R6.0 system software has enhanced NBX Call Reports to provide more data clarity and completeness for the CDR client reports.

These CDR enhancements include the following:

■ Logs the call records in XML format.

■ Logs all parties in the call.

■ Logs a record each time the call topology changes (that is, whenever

another party is added or removed).

■ Logs feature data on a per-party basis (that is, one or more sets of

feature data can be present in the same CDR record).

■ Logs external as well as internal calls. If you want to view external calls

only, you can select the external call report.

■ Supports backward compatibility for R5.0 CDR clients.

■ Introduces new data fields as subtags wherever necessary.

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Call Report Settings 83

Additional CDR Fields

There are five new CDR fields at release R6.0. Two fields pertain to all basic calls in release R6.0.

■ Call Answered Time — A timestamp that indicates when the call

was answered. (This is a mandatory field.)

■ CallPrivacy — Enables calls marked as Private to be treated as private

calls. (This is an optional field.)

The other three new fields are subtags, each of which are associated with a feature.

<Facd> — This subtag appears only for those parties having ACD data. This is placed under the party tag. (This is an optional tag.)

<Fmwb> — This subtag appears only for those parties having Supervisory Monitoring data. This is placed under the party tag. (This is an optional tag.)

<Fwp> — This subtag appears only for those parties having WhisperPage data. This is placed under the party tag. (This is an optional tag.) <Fwp> uses the some of the fields that are present under the <Fmwb> subtag.

New File Format

Release R6.0 requires CDR to use XML instead of CSV as a file format. However, the NBX NetSet utility allows you to choose the file format you wish to use.

The use of the XML format will be enforced at a future release.

Use the following table to understand the relationship between CRD at previous releases and release R6.0:

Current CDR Installation

CDR 6.0 (NBX) Select the option

Configuration Description

Enabled for XML

All CDR records are in XML format, including the CDR records for the release R6.0 feature.s

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Current CDR Installation

CDR 5.0 (NBX) Select the option

pre-R5.0 CDR (NBX) There is no option

CDR Client 6.0 Interaction with

CDR Client 6.0 and CDR Client 5.0

Configuration Description

The records are in CSV format; this

Backward Compatible for CSV

does not include any new records for release R6.0 features. This is the default option when customers upgrade from release R5.0 to release R6.0. All settings related to purge interval and logging of internal calls are retained as in release R5.0.

If clients upgrade from pre-release for supporting pre-R5.0 CDR operations. Select the option Enabled for XML.

R5.0 versions to the CDR 6.0 version

directly, then backward compatibility

is not provided, and clients must

view the CDR records in XML format.

If clients must view CDR records in

CSV format, the upgrade path is as

follows:

pre-R5.0 CDR > CDR 5.0 > CDR 6.0

Unsupported release R5.0

Supported release R6.0

Installation on same device

Unsupported. You cannot install the

release R6.0 and release R5.0 clients

on the same device.

Windows

Environment

Specifications

Call reports do not include information about the locked or unlocked status of telephones.

Your computer must meet these minimum requirements to run Call Reports:

■ Processor — Pentium 166MHz or higher

■ Operating System — Windows 2000 (Service Pack 2) or Windows

■ RAM — 64 MB on Windows 2000; 128 MB on Windows XP

■ Network — Network connectivity to the Call Processor

■ Disk Space — At least 40 MB of free disk space

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Installing Call Reports To install NBX Call Reports:

1 Click Downloads > Applications.

2 Enable the NBX Call Reports radio button.

3 See the online Help topic for information about installation procedures.

Call Report Settings 85

Configuring Call

Reporting

You can configure your system to save call information, and then use the Call Reports function to view the information in a variety of formats. You can create a password-protected logon for telephone users so that the users can access call report information. This logon does not provide administrator privileges to telephone users.

Call Detail Report (CDR) records incorporate caller ID information to identify a caller. VTLs transmit a maximum of 30 characters for the caller ID, which might cause longer caller IDs to lose excess characters. See

“Creating a Pretranslator for VTL Calls”

on page 297 for more information about how to configure a VTL pretranslator to avoid inaccurate data in CDR records.

To configure call reporting, click System Maintenance > Call Report Settings and see the online Help for more information.

The software supplied by or on behalf of 3Com has the ability to mask or scramble the last four digits on call records. If you do not select this function, the software records call numbers without any digits masked or scrambled.

The collection, storage, or manipulation of personal data such as these call numbers might incur obligations under local laws, such as those relating to data protection or privacy. These legal requirements differ from country to country and it is your responsibility to comply with all such obligations.

3Com accepts no liability for your failure to comply with local laws regarding the collection, storage, or manipulation of such information and data.

Purge CDR You can purge old Call Detail Report (CDR) data from the system.

To purge CDR data:

1 Click System Maintenance > Call Report Settings.

2 Click Purge CDR.

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Purge Database When you purge the database, the software removes existing telephone

user and device data that you added to the system, restores factory defaults, and causes an automatic reboot.

To purge data:

1 Click System Maintenance > Purge Data.

2 Click Purge Database.

The Purge Database feature does not affect your IP connectivity to the NBX NetSet utility. After a database purge, the system continues to use the IP address, subnet mask, default gateway, and host name that you have assigned.

Purge Database and

CDR

You can purge Call Detail Reports (CDR) data at the same time that you purge telephone user and device data.

To purge data and CDR data:

1 Click System Maintenance > Purge Data.

2 Click Purge Database and CDR.

You might need to purge your existing CDR records if you perform an upgrade. See the appropriate Software Upgrade Guide for details.

Purge All Voice Mail You can delete all voice mail messages for all telephone users.

To purge voice mail:

1 Click System Maintenance > Purge Data.

2 Click Purge all Voice Mail.

Mailbox greetings are not affected.

Manage Data This section describes these system data management operations:

■ Migration

■ Restore Database From Another Version

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Manage Data 87

Migration Ta bl e 20 describes the supported migration paths to move your data from

one system platform to another.

Table 20 Data Migration Platforms and Software Revisions

Source Target*

NBX 100 V5000 The NBX 100 must be at release

V3000

V3000 V5000 The V3000 system must be at

NBX 100 Unsupported.

V5000 V3000 The V5000 system must be at

NBX 100 Unsupported.

* Must be release R5.0 or higher.

Notes

R4.2.X or higher.

release R4.4.X or higher.

release R4.2.X or higher.

Data Migration Notes and Prerequisites

Before you begin a data migration, make sure you understand these important prerequisites:

■ You cannot simply remove the disk drive from one type of system

platform and install it into a different platform. If you attempt to do so, the system will not boot properly.

■ Licenses are not part of a database migration. The licenses on your old

system will not work on the new system. Your new system comes with its own set of license keys that you must enter into the new system before you migrate your data.

■ The target system must be licensed to support the capacities of the

source system. For example, you cannot move the data from a V5000 system with 1000 devices successfully onto a V3000 system, unless you install the memory upgrade and a license to support at least 1000 devices on the V3000 system.

■ You can choose to include or exclude telephone users’ voice mail

messages when you perform the data migration.

■ The system software version on the target system must be equal to or

higher than the software version on the source system. For example, you cannot move data from a release R5.0 system onto an release R4.3 system using the data migration feature. The target system software must be at release R5.0 or higher.

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■ A data migration operation does not alter data. For example, it will

not change extensions. To change between a 3-digit dial plan and a 4-digit dial plan requires a separate series of steps, which “Converting

Extensions” in Chapter 11 describes.

Migrating Data

To migrate data from one platform to another, use the NBX NetSet utility to perform a backup operation on the source platform and then perform a restore operation, using that backup file, on the target platform. Perform the migration outside of regular business hours so that the migration does not impact telephone users.

To migrate data:

1 Install the target system.

2 Install your license keys on the new system.

Note that you need new license keys for the new system. You cannot load a license backup file from the old system nor can you use the license keys from the old system. License keys are generated from each system’s unique system ID number.

Restore Database

From Another Version

3 Perform a backup operation on the old system (click System Maintenance

> System Backup).

4 Enable the Include NBX Voice Mail and Include NBX Licenses check boxes

if you want telephone users’ voice mail messages and licenses to be available on the new system.

5 Use the backup file you just created and perform a database Restore

operation on the new system (click System Maintenance > System

Restore).

You can migrate configuration data stored with an older software version to a newer software version. You might need to do this if you install a new version of the software but you want to use older configuration data. During normal operation, you do not need to use this function.

From the System Restore window (click System Maintenance > System Restore), select the source version from which you want to migrate the data and click Restore Database.

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Disk Mirroring 89

Disk Mirroring The V3001R and V5000 systems supports disk mirroring, using RAID1

technology, to provide data security and throughput speed. When you fully partner the mirror disk with the master system disk, the system writes all data to the mirror disk as well as to the master disk. If data is read from disk, the software can read from either disk, which can improve data access times.

If either disk fails in a fully mirrored system, the system software uses only the remaining good disk, and system operation continues. Status information is available on the Call Processor front panel status lights to indicate when a disk fails and which disk to replace. After you replace a failed disk and restart the system, the software brings the new disk up to a fully mirrored state. The system typically takes from 30 to 90 minutes to complete the mirroring process, depending on the amount of data on the master disk.

Adding a Mirror Disk If your V3001R or V5000 system uses a single disk, you can add a mirror

disk. The disk you add must have at least the same storage capacity as the disk in the system. You must obtain a disk mirroring license to convert a single-disk system to use disk mirroring. You also need a Phillips screwdriver to complete this process.

CAUTION: When you add a mirror disk, you must perform a system database backup and a system shutdown. 3Com advises that you add a mirror disk during nonbusiness hours.

To add a mirror disk:

1 Back up the database on the system:

a Click System Maintenance > System Backup > Backup.

b Specify a location for the backup file.

2 Install the disk mirroring license:

a Obtain the license key from your dealer.

b Click Licensing and Upgrades > Licenses > Add License.

c Type the license key in the License Key field.

d Click OK.

3 Shut down the system (click System Maintenance > Reboot/Shutdown >

Shutdown).

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4 Install the second disk drive:

a Unlock the disk tray.

b Unscrew the two retaining screws.

c Remove the disk tray.

d Connect the IDE disk cable to the disk drive.

e Connect the power harness to the disk drive.

f Fasten the new disk to the disk tray using your Phillips screwdriver and

the screws provided with the disk.

g Reinsert the disk tray.

h Screw in the two retaining screws and lock the disk tray in place.

5 Restart the system.

6 Verify that the disks begin the mirroring process.

On the Call Processor front panel, check the four status lights under the PWR and S1 labels. The status lights labeled 1, 2, and 3 (Figure 3 disk status.

) indicate

Figure 3 Disk and Power Status Lights

P S 1

Ta bl e 2 1 describes the possible states of the status lights.

Table 21 Disk Status Light States

Explanation LED 1 LED 2 LED 3 PWR

Attempting to boot from disk 0 (zero) Off On Off On

Attempting to boot from disk 1 Off Off On On

Boot process complete, system initializing Flashing N/A N/A On

System is running On N/A N/A On

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Disk Mirroring 91

Table 21 Disk Status Light States (continued)

Explanation LED 1 LED 2 LED 3 PWR

Flash codes indicate disk problem:

■ 2 flashes: No valid disk (system is halted)

■ 3 flashes: Two valid disks, but they are not

paired (system is halted)

■ 4 flashes: Configuration problem (system is

halted)

■ 5 flashes: Two disks present, but no

mirroring license

Using disk 0 (zero) only N/A On Off On

Using disk 1 only N/A Off On On

Synchronizing — disk 0 is valid, disk 1 is becoming a fully mirrored disk. LED 3 flash rate indicates progress.

If LED 3 stops normal flashing and intermittently flashes twice, the mirroring process has failed.

Synchronizing — disk 1 is valid, disk 0 is becoming a fully mirrored disk. LED 2 flash rate indicates progress.

If LED 2 stops normal flashing and intermittently flashes twice, the mirroring process has failed.

LED 2 and LED 3 flash alternately: the two disks are resynchronizing

Synchronized N/A On On On

N/A Flashing Flashing On

N/A On Flashing On

N/A Flashing On On

N/A Flashing Flashing On

Verifying a Failed

Disk Drive

Reverting to a

Single-Disk System

If either disk fails while in a fully mirrored state, the system continues to operate. The disk status light states described in Ta bl e 2 1

indicate which

drive has failed.

To verify the status of a disk drive, see the Disk Status window:

1 Log on to the NBX NetSet utility using the administrator login ID and

password.

2 Click Reports > System Data

3 Click Disk Status.

If disk mirroring is currently active, you can convert the system to operate with a single disk. You need a Phillips screwdriver to complete this process.

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To revert to a single-disk system:

1 Use Ta bl e 2 1

to determine which disk is the mirrored disk.

2 Shut down the system (click System Maintenance > Reboot/Shutdown >

Shutdown).

3 Remove the mirrored disk drive:

a Unlock the disk tray.

b Unscrew the two retaining screws.

c Remove the disk tray.

d Disconnect the disk data cable from the mirrored disk drive.

e Disconnect the power harness from the mirrored disk drive.

f Unfasten the mirrored disk from the disk tray using the Phillips

screwdriver and the screws provided with the disk.

g Reinsert the disk tray.

h Screw in the two retaining screws and lock the disk tray in place.

4 Restart the system.

5 Use the NBX NetSet utility to remove the disk mirroring license from the

NBX NetSet utility:

a Click Licensing and Upgrades > Licenses.

b Click Remove License.

c From the Select License to Remove drop-down list, select Disk

Mirroring License.

6 Click OK.

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TELEPHONE CONFIGURATION

This chapter describes how to configure and manage devices on the system. It describes these topics:

■ Adding, Removing, and Modifying Telephones

■ Adding a Remote Telephone

■ Creating and Managing Bridged Extensions

■ Creating and Managing Telephone Groups

■ Recording and Monitoring Telephone Calls

■ Creating and Managing Button Mappings

■ Changing Device IP Settings

■ Configuring the Attendant Console

■ Connecting and Managing Analog Devices

Adding, Removing, and Modifying Telephones

Adding a New

Telephone

For more information about these topics and configuration procedures, see the online Help.

For information about installing the system hardware components, see the NBX Installation Guide.

This section describes how to add, remove, and modify telephones in the NBX NetSet utility. You can also review the status of each device and configure button mappings for 3Com telephones.

You can use two methods to configure a new telephone:

■ Auto Discovery method — Auto Discovery is the simplest and most

common method to add a new telephone. When you enable Auto Discovery and then connect a new 3Com Telephone to the LAN, the new telephone receives the next lowest available extension number

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and a default set of properties. The telephone’s display panel displays the extension.

■ Manual method — You can use the NBX NetSet utility to disable

Auto Discovery and configure telephones manually. However, if you have many telephones to configure, manual configuration can be a tedious and error-prone process.

For either method, you need to connect the telephone to the network. If you use Auto Discovery, enable the Auto Discover Telephones check box before you connect the telephone. If you add a telephone manually, you can connect the telephone before or after you use the NBX NetSet utility to add it.

Connecting the Telephone

Instructions for connecting the telephone to power and the network depend on your power source and the type of telephone. See Chapter 3 in the NBX Installation Guide or the telephone packing sheet for telephone connection information.

Adding a New Telephone Using Auto Discovery

Before you enable Auto Discovery, verify that a 3-digit or 4-digit dial plan is installed on the Call Processor and that you have specified a starting extension. See the NBX Installation Guide for more information.

To add a new telephone using Auto Discovery:

1 Click System-Wide Settings > Auto Discovery.

2 Optionally, clear all check boxes associated with autodiscovering devices.

3 Enable Auto Discover Telephones, and then click Apply.

4 Optionally, enable the Auto Add Phones to Call Pickup Group 0 check

box.

Regardless of whether you select this check box, you can change the call pickup group for any telephone later. See “

Call Pickup” on page 51 for

more information.

5 Click OK.

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Adding, Removing, and Modifying Telephones 95

For each telephone that you want to autodiscover:

1 Remove the telephone from the packing box.

2 Connect the telephone to power and the network according to the

instructions in the telephone packing sheet or the NBX Installation Guide.

3 Wait until an extension number displays in the telephone’s display panel.

Devices that require a license, such as the 3102 Business Telephone, the 3101 and 3101SP Basic Telephones, and the 3105 Attendant Console, do not display an extension number until you add the license to the system. If you have not entered a license for a telephone, its display panel displays the device’s MAC address and a rotating hyphen.

You can now disconnect the telephone and move it to its destination. The telephone retains its extension and button mappings.

Adding a Telephone Manually

To add a new telephone manually:

Modifying a

Telephone

1 Click

2 Click

Telephone Configuration > Telephones.

Add.

3 Enter the appropriate values in the fields.

See the online Help for more information.

4 Click Apply to configure this telephone.

You can configure additional telephones, if necessary.

5 Click OK.

To modify a telephone:

1 Click

Telephone Configuration > Telephones.

2 Click the extension of the telephone that you want to modify from the

list.

3 In the Modify window, change the desired fields.

See the online Help for more information about the dialog box fields.

4 Click OK.

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96 CHAPTER 5: TELEPHONE CONFIGURATION

Checking a

Telephone’s Status

Removing a

Telephone

To check the status of a telephone:

1 Click

Telephone Configuration > Telephones.

2 Click the extension of the telephone for which you want a status report.

3 Click the

Status tab.

4 View the device status and see the online Help for information about

options.

5 Click OK.

To remove a telephone from the system:

1 Click

Telephone Configuration > Telephones.

2 Select the telephone, or telephones, that you want to delete and click

Remove Selected. To select all telephones, enable the Select check box.

3 Click OK when the dialog box prompts you so that the system removes

the selected telephone.

4 Click User Configuration > Users.

5 Select the extension, or extensions, that you want to delete and click

Remove Selected. To select all telephones, enable the Select check box.

Rebooting a

Telephone

6 Click OK when the dialog box prompts you so that the system deletes the

selected extension.

If you do not delete the telephone user, the extension of the removed telephone becomes a phantom mailbox.

To reboot a telephone:

1 Click

Telephone Configuration > Telephones.

2 Click the extension of the telephone that you want to reboot.

3 Click the

Status tab.

CAUTION: If the telephone has an active call, you will disconnect the call when you reboot the telephone.

4 Click

Reset Device and then click OK.

You can also reboot a telephone by unplugging the power connector from the telephone and then plugging it in again.

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Adding a Remote Telephone 97

Adding a Remote Telephone

Remote NAPT

Telephone

Configuration

The system software (release R4.2 and higher) supports Network Address Port Translation (NAPT, also called NAT overloading). NAPT allows you to put a 3Com Telephone behind a device that applies network address translation at a remote location, such as a home office, and connect to the Call Processor through an Internet connection. A typical configuration is to connect a cable or DSL modem to a small office or home office router that includes a firewall and Ethernet ports. You connect the 3Com Telephone directly to one of the Ethernet ports. Another option is use the pcXset soft telephone application instead of an 3Com Telephone.

This section summarizes the tasks you must complete to configure a 3Com Telephone for operation behind the NAPT device. Because the configuration interface on each device varies, detailed procedures for NAPT device configuration are beyond the scope of this document. For information about configuring the NAPT device, see the documentation for that device.

To add a broadband connected telephone behind a NAPT device:

1 Make sure the system is set up for IP operations, either Standard IP or IP

On-the-Fly. If you are not using a VPN connection to establish access from your home system to the system network, the system must have a public IP address.

2 Use the NBX NetSet utility to enable Auto Discover Telephones

(System-Wide Settings > Auto Discovery) and then connect the 3Com Telephone to the system.

Autodiscovering the telephone while it is connected locally to the network allows the system to configure the telephone in the system database and assign an extension number. You can manually add the telephone to the system database instead of using the Auto Discover feature.

3 Move the telephone to its intended location. Connect it to power and

then use the telephone Local User Interface (LUI) utility to program these settings:

■ Call Processor MAC address — Required only when the network has

more than one Call Processor.

■ Telephone IP address — A private IP address matching the IP address

scheme on the LAN side of the NAPT device but outside of the DHCP address range configured in the NAPT device. The telephone must

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98 CHAPTER 5: TELEPHONE CONFIGURATION

have a static IP address. For the pcXset application, this is the IP address of the computer.

■ Call Processor IP address — The IP address of the Call Processor with

which the telephone must communicate. If you are not connecting to the network through a VPN connection, the system must have a public IP address.

■ Subnet Mask — The address mask in use on the LAN side of the NAPT

device.

■ Default Gateway — The IP address of the NAPT device on the LAN.

Creating and Managing Bridged Extensions

For details about how to use the LUI utility, see “

Using the Telephone

Local User Interface Utility” on page 413.

4 Configure the NAPT device.

Use the device’s user interface to map UDP ports 2093-2096 to the 3Com telephone IP address. These UDP ports are registered ports for system operations. This mapping feature, known as virtual server, port mapping, port range forwarding, or rules, is required to allow traffic to pass to and from the 3Com Telephone.

Bridged extensions allow you to have the extension of a primary telephone appear on one or more secondary telephones. Most activities associated with the extension can be performed on both the primary telephone and any of the secondary telephones. However, you cannot use a bridged extension on a secondary telephone to place a call.

On any system, you can configure a maximum number of primary telephones and a maximum number of bridged extensions on primary telephones. See Ta bl e 2 2

Table 22 Maximum Bridged Extensions

System Device Limit

V3000 250 250 1200

V3000 More than 250 400 1200

V5000 250 250 1200

V5000 More than 250 400 1200

Maximum Number of Primary Telephones

Maximum Number of Bridged Extensions on Primary Phones

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Creating and Managing Bridged Extensions 99

Table 22 Maximum Bridged Extensions

Maximum Number of Primary

System Device Limit

NBX 100 200 100 300

Telephones

Maximum Number of Bridged Extensions on Primary Phones

There are no restrictions on the number of secondary telephones or the number of bridged extensions on secondary telephones.

Provided that you do not exceed the limits shown in Ta bl e 22

, you can configure the maximum number of bridged extensions using any combination of primary telephones and bridged extensions. For example, on a V5000 system, you can configure 400 primary telephones with three bridged extensions each or 300 primary telephones with 4 bridged extensions each to reach the limit of 1200.

You can configure a different number of bridged extension buttons on a primary and an associated secondary telephone. For example, if a primary telephone has 5 bridged extensions, you can configure one of the secondary telephones to have fewer (1 through 4) bridged extensions. However, if all of the primary bridged extensions are in use, the person at the secondary telephone will not be able to see all the calls.

You can define any one telephone as either a primary telephone or a secondary telephone, but not both. If the telephone has an Attendant Console associated with it, the bridged extension functions for the telephone extend to the Attendant Console. For example, you can configure an 3Com 2101 Basic Telephone with an associated Attendant Console as a primary telephone with up to 11 bridged extensions on Attendant Console buttons.

You can configure bridged extensions on the same buttons that are used for the telephone’s extension or on non-extension buttons. Before you can create a bridged extension on a telephone, unlock the button settings for the telephone group to which the telephone belongs (click Telephone Configuration > Telephone Groups, select a group and then click the Button Mapping tab).

You can view a report that lists the primary and secondary telephones on which you have defined bridged extensions. See “

Viewing

Bridged Extension Information” on page 107.

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100 CHAPTER 5: TELEPHONE CONFIGURATION

When you define bridged extension appearances on a primary telephone:

■ Incoming calls appear on the bridged extension buttons first, followed

by the buttons (if any) associated with the primary telephone’s extension. For example, by default, buttons 1, 2, and 3 are extension appearances of the primary telephone. If you define buttons 4, 5, 6, and 7 as bridged extensions on the primary telephone, incoming calls appear on primary telephone buttons in the order 4, 5, 6, 7, 1, 2, 3.

■ Any bridged extension appearance that overlaps one of the defined

extension appearances for the primary telephone take precedence over those extension appearances. For example, if you define buttons 3, 4, 5, 6, and 7 as bridged extension appearances on the primary telephone, incoming calls appear on primary telephone buttons in the order 3, 4, 5, 6, 7, 1, 2.

Example

Bridged Extensions

Configurations

Example 1: An 3Com Business Telephone, extension 1044, is defined as

a primary telephone and buttons 2, 3, and 4 are defined as bridged extension buttons. Two other 3Com Business Telephones, extensions 1055 and 1066, are defined as secondary telephones on which extension 1044 appears. On the 1055 telephone, buttons 10, 11, and 12 are configured as the three bridged extension buttons for the 1044 telephone. On the 1066 telephone, buttons 4, 5, and 6 are configured as bridged extension appearances.

If a call is made to extension 1044, it can be answered using any of the following buttons:

■ Extension 1044 (primary telephone) — button 2

■ Extension 1055 (secondary telephone) — button 10

■ Extension 1066 (secondary telephone) — button 4

In this example, both secondary telephones use buttons 1, 2, and 3 as extensions appearances for their own extensions.

Example 2: A 3Com Business Telephone with extension 1077 is defined as a primary telephone and buttons 4, 5, 6, 7, and 8 are defined as bridged extension buttons. Two other 3Com Business Telephones (extensions 1088 and 1099) are defined as secondary telephones on which extension 1077 is to appear. On the 1088 telephone, buttons 10, 11, and 12 are configured as bridged extension buttons. On the 1099 telephone, buttons 3, 4, 5, 6, and 7 are configured as bridged extension appearances for extension 1077.

3Com NBX V3000 Service Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

ABOUT THIS GUIDE

How to Use This Guide

Conventions Table 2 lists conventions that are used throughout this guide.

International Terminology

Your Comments 21

INTRODUCTION

Network-based Telephony

NetSet Administration Utility

NetSet User Interface Figure 2 shows the NBX NetSet utility user interface. Each NetSet user

SYSTEM SETTINGS

■ Auto Discovery

Enable Features System-Wide

System Identity 33

Business Information

■ System mode

Date and Time 35

Business Hours The Business Hours window allows you to define business hours for three

■ System Date and Time

IP Settings The IP Settings window allows you to define the network protocol

Audio Settings 37

Codec Selection It is important to remember not to select a codec based on compression

Timers System timers enable you to set time-out periods for the system features

Multicast Addresses 43

FEATURE SETTINGS

■ Account Codes

Feature Interaction This section describes the ways in which account codes interact with

Call Pickup 51

Group Numbers Ta bl e 1 3

Call Park 53

Page Zones The Page Zone feature allows you to designate a subset of devices within

Ring Patterns 55

Supervisory Monitoring

■ Introduction to Monitoring

Domains and Privacy Be aware of the following privacy issues when you use Supervisory

Speed Dials 67

WhisperPage The WhisperPage feature allows you to dial an extension that is involved

SYSTEM MAINTENANCE

■ System Backup

System Restore You can restore a database using a backup file that is from the same

Import / Export Data

Reboot/Shutdown You must reboot the system after you upgrade software and you must

Password Administration

Call Report Settings The Call Processor captures information about all outgoing and incoming

Installing Call Reports To install NBX Call Reports:

Purge CDR You can purge old Call Detail Report (CDR) data from the system.

Purge Database When you purge the database, the software removes existing telephone

2 Click Purge Database and CDR.

Purge All Voice Mail You can delete all voice mail messages for all telephone users.

Manage Data This section describes these system data management operations:

Migration Ta bl e 20 describes the supported migration paths to move your data from

Disk Mirroring 89

Adding a Mirror Disk If your V3001R or V5000 system uses a single disk, you can add a mirror

TELEPHONE CONFIGURATION

Adding, Removing, and Modifying Telephones

Adding a Remote Telephone

Creating and Managing Bridged Extensions