Avaya Advanced Paging Productivity Pack BCM User Manual
BCM Rls 6.0
Advanced Paging Productivity Pack
Task Based Guide
Advanced Paging Productivity Pack
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Table of Contents
Advanced Paging Productivity Pack (APPP) .................. 6
Overview .......................................................................................... 6
Required Information ....................................................................... 7
Business Communications Manager Pre-Requisites ....................... 7
Flow Chart ....................................................................................... 8
Accessing Business Element Manager ............................................ 9
Installing the Smart Update File (BCM 5.0 Only) ........................... 12
Assigning Extensions to Page Zones ............................................ 15
Accessing CallPilot Manager via Element Manager ...................... 17
One Button Page ........................................................................... 18
Configuring the CCR Tree Park and Page Nodes ........................................... 22
Recording the Park and Page Announcements .............................................. 29
Programming a Button to Access the Park and Page Node ........................... 35
One Button Text ............................................................................. 40
Global Settings ................................................................................................. 40
Associating Text Messages to Feature Codes ................................................ 42
Text Messages – Understanding the Telephone Display. ............................... 46
Text Paging .................................................................................... 48
Configuring Text Paging .................................................................................. 48
Schedule Page .............................................................................. 55
Creating a Schedule Plan ................................................................................ 56
Assigning a Greeting to a Schedule Plan ........................................................ 61
Scheduled Page - Defining the Opening and Closing Times within CallPilot
Manager ........................................................................................................... 63
Recording Schedule Page Announcement Greetings (Company
Greetings) ........................................................................................................ 65
Recording a Company Greeting ...................................................................... 65
Customer Assistance Page ............................................................ 67
Creating a CCR Tree with Park & Page Nodes. .............................................. 68
Configuring the Customer Assistance Box ...................................................... 68
Reporting ....................................................................................... 70
Troubleshooting .............................................................. 75
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Avaya Documentation Links .......................................... 76
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Advanced Paging Productivity Pack (APPP)
Overview
The Advanced Paging and Productivity Pack provides a number of features
that can be utilised in a retail establishment. The features available are
described below.
One Button Page: This feature allows a user to press a feature key or a
sequence of keys on the telephones number pad, to initiate a preprogrammed page. The page is played in the appropriate paging zone that
relates to a certain department or floor of a retail store.
One Button Text: This feature allows a user to press a feature key or a
sequence of keys on the telephones number pad, to send a pre-programmed
text message to a specific recipients telephones display. The configured
feature codes each have a direct association with a specific text message.
The recipient can respond to the message to indicate that they will be taking
the required action based on the content of the message they have received.
For example, this feature can be used to discreetly request specific supervisor
assistance in a particular department where there is disruptive customer.
Text Paging: This feature allows a user to broadcast a defined text message
to a number of configured sets. The feature can be invoked from a Customer
Assistance Box (CAB) or invoked from a specified handset using Feature 970.
An employee responds to the page and presses a button on the CAB to
cancel the page.
Customer Assistance Page: This feature allows a customer to press a call
button on a customer assistance box (CAB) to request assistance. The
system plays the appropriate announcement to a specified page zone that
could relate to a specific store department. An employee responds to the page
and presses a button on the CAB to cancel the page.
Note: The Text Paging and Customer Assistance Page features can work
simultaneously, when the CAB call button is pressed.
Schedule Page: The system can be pre programmed to play pre recorded
page announcements automatically, to defined page zones, at pre defined
times. This facility could be used to announce to customers that the store is
about to close or to remind staff that a store delivery is due.
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Required Information
To configure the features of the Advance Paging Productivity Pack you need
to consider:
One Button Transfer facility / Customer Assistance Page
The number of Custom Call Routing (CCR) Trees to be programmed
with Park and Page features.
The feature codes to be used. This will be based on the number of
CCR Trees to be utilized. For example 16 feature codes will require a
minimum configuration of 2 CCR Trees with 8 nodes on each tree.
The Page Zones to be used.
The Page Greeting announcements to be used.
Text Messaging
The text messages to be utilized.
The feature codes to be associated with the text messages.
The DN‟s the text messages will be sent to.
Text Paging
The text messages to be utilized.
The configured DNs to be associated with the text message.
The DNs that will be paged and receive the configured text message.
Schedule Page
The page announcement required that will be recorded as Company
Greetings.
The times / dates they will be played.
Business Communications Manager Pre-Requisites
BCM200/400 4.0 and later software.
BCM50 2.0 and later software.
BCM450 1.0 and later software.
BCM Release 5.0, 6.0
Element Manager / Business Element Manager.
The BCM should have the necessary smart update files applied to
enable the APPP feature.
For BCM Release 5.0 only, two smart updates are available that
provide the Text Paging facility.
BCM50: BCM050.R500.SU.System-002.200912 or higher
BCM450: BCM450.R500.SU.System-002.200912 or higher
Keycode entitlement for Advanced Paging Productivity Pack.
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BCM 5.0 only: Install the APPP software
Update to enable Text Paging: Refer to
the Installing the Smart Update File
(BCM 5.0 Only) section of this guide.
Ensure the BCM has the APPP keycode
entitlement: In Element Manager, look in
System, Keycodes. The Status for APP
Pack should read Active.
Assign the DN‟s to the required Page
Zones: Refer to the Assigning
Extensions to Page Zones section of
this guide.
Which APPP features are required?
One Button Page
One Button Text
Schedule Page
Customer Assistance
Page
Configure the required
CCR Tree Park and
Page Nodes:Refer to the
Configuring the CCR
Tree Park & Page
Nodes section of this
guide.
Record the Park and
Page Announcements:
Refer to the Recording
Park & Page
Announcements section
of this guide.
Program a button on the
required telephones that
will use the One Button
Page feature: Refer to the
Programming a Button to
Access the Park & Page
Node section of this guide.
Configure the
required One Button
Text Global Settings:
Refer to the Global
Settings section of
this guide.
Associate the Text
Message to Feature
Codes: Refer to the
Associating Text
Messages to
Feature Codes
section of this guide.
Add the Schedule
Plans required:
Refer to the
Creating a
Schedule Plan
section of this guide.
Record the Page
Announcements:
Refer to the
Recording a
Company Greeting
section of this guide.
Assign the Greetings
to a Schedule Plan:
Refer to the Assign
a Greeting to a
Schedule Plan
section of this guide.
Configure the required
CCR Tree Park and
Page Nodes: Refer to the
Creating a CCR Tree
with Park & Page
Nodes section of this
guide.
Configure the Customer
Assistance Box: Refer to
the Configuring the
Customer Assistance
Box section of this guide.
Text Paging
Define the
Configured DNs /
CAB from which
messages are to be
sent. Refer to the
Configuring Text
Paging section of
this guide.
Enable the
Configured DNs
Refer to the
Configuring Text
Paging section of
this guide.
Select the
Configured DNs and
add the required
Destination DNs.
Refer to the
Configuring Text
Paging section of
this guide.
Flow Chart
The following flowchart depicts the relevant procedure for APPP setup:
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Accessing Business Element Manager
If Element Manager has not been installed please refer to the Installing the
Element Manager Application section of the System Start Up Guide.
1. To access the Business Element Manager application from the Start
Menu, navigate to Start, Programs, Avaya, Business
Communications Manager, Business Element Manager.
2. Alternatively, double-click on the Business Element Manager desktop
icon.
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3. You will be presented with the Element Manager interface.
4. Open the Network Elements folder and select the IP Address of the
BCM.
5. Enter the User Name of the BCM in the User Name field, by default this
is nnadmin. Then enter the Password in the Password field, by default
the password is PlsChgMe!. Click the Connect button.
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6. A warning screen will appear, read the warning and click OK.
7. You will be presented with the Element Manager interface.
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Installing the Smart Update File (BCM 5.0 Only)
For BCM Release 5.0 systems, the Text Paging facility will be available once
a Smart Update file has been applied to the BCM. To ascertain if the update
file has been applied, navigate in the Configuration tab, to Applications,
Advanced Paging Productivity, One Button Text. If the Text Paging tab is
not visible next to the Feature Configuration tab, the Smart Update file
enabling the Text Paging feature will need to be applied.
Note: The Smart Update files can be obtained from the Avaya Support Web
site. Refer to the Required Information section of this guide for Smart
Update file details.
To install the file from Element Manager interface:
1. Login to the BCM via Element Manager.
2. From the Administration tab open the Software Management folder
and select the Software Updates link.
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3. Click the Get New Updates button.
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4. The Get New Updates box will appear. Click on the Retrieve From
drop down box and select the location from which to obtain the update
file.
5. Click the Browse button and browse to the folder containing the
update files. Select the update file and click Apply.
Note: That the Status of the files should be displayed as Available.
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6. The update will proceed and its progress displayed.
7. Once the update has completed it can be viewed by selecting the
Software Update History link.
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Assigning Extensions to Page Zones
In order for Page Announcements to be played in the appropriate Page Zones
/ store department areas, the DN‟s (telephones) themselves need to assigned
to the required Page Zones. This can be completed by using Element
Manager.
1. Login to Element Manager and From the Configuration tab open the
Telephony folder, followed by Sets, and select the Active Sets link.
2. Select the DN that you wish to assign to a Page Zone. In this example
DN 221 has been selected.
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3. Select the Capabilities and Preferences tab in the upper panel
followed by the Capabilities tab in the lower panel.
4. In the Page Zone field enter the appropriate Page Zone number as
required. A DN can belong to one of six page zones.
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5. Repeat the process to assign all of the DN‟s that will receive page
announcements to the appropriate page zones.
Accessing CallPilot Manager via Element Manager
CallPilot Manager is the interface from which Custom Call Routing Trees (and
consequently Park and Page nodes required for One Button Page, and
Customer Assistant Page) can be configured and Page Announcements
recorded.
1. To access CallPilot Manager: Select the Configuration tab, open the
Applications folder, select the Voice Messaging / Contact Center
link, and then click to Launch CallPilot Manager.
2. You will be presented with a Security Alert Screen. Read the alert and
click Continue to this website to continue.
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3. The Main Menu of CallPilot Manager will be launched.
One Button Page
The one button page feature allows a user to press a programmed feature
button or enter a feature code that will initiate a defined page to a defined
paging zone.
The One Button Page facility is initially programmed via CallPilot Manager and
utilises the one Button Park and Page feature that is available with the
Custom Call Routing Trees.
The first stage of the One Button Page configuration is to determine the initial
Feature Code that will be used, along with the number of feature codes to be
available to users.
To define the initial feature code to be used:
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1. Login to CallPilot Manager. Select the Auto Attendant link from Call
Pilot Managers Main Menu.
2. You will be presented with the Lines Administration screen. Select
the General Properties link.
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3. The Auto Attendant Properties screen will be displayed.
4. In the Starting CCR Tree Feature Code field enter the first three digit
Feature code that will be available to users of the One Button Page
facility. This will be the starting point for all subsequent One Button
Transfer Feature Codes.
The three-digits of the feature code represent:
The first digit of the Feature Code.
The CCR tree number.
And the node that will be selected within the tree.
The code entered must correspond to the format of Feature 9AB.
Where 9 represents the first digit of the Feature Code.
A represents the tree number from 1 to 7. You cannot use 0, 8
or 9 as these digits may conflict with existing feature codes.
B represents the CCR Tree Node Number and can range from 1
to 8.
An example of a Feature Code could be Feature 912 where 9
represents the Feature Codes leading digit, 1 represents the CCR Tree
number and 2 represents the Node of the CCR Tree.
Note: The feature codes used must not be the same as any existing feature
codes that are available with the Business Communications Manager system.
The range of Feature Codes that can be used are: 911 to 918, 921 to 928,
931 to 938, 941 to 948, 951 to 958, 961 to 968 and 971 to 978.
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5. In the example below a starting Feature Code of 911 has been entered
representing Feature 9, CCR Tree 1, Node 1.
6. The range of Features Codes to be made available to users needs to
be entered. In the example below 16 has been entered in the Number
of CCR Tree Feature Codes field. This would limit the number of fully
configured CCR trees that could be accessed to 2 as there can be 8
nodes per CCR Tree. (i.e. 2 trees x 8 nodes per tree equals 16 nodes).
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Note: If the starting feature code is 911, a maximum of 56 feature codes
can be entered. If the starting feature code is higher than a value of 911,
the available number of feature codes decreases. Any feature codes that
precede the starting feature code will be unavailable for use.
For example: By using a starting feature code of F941, you will only be
able to allocate a maximum of 32 feature codes. i.e. 941 to 948, 951 to
958, 961 to 968 and 971 to 978.
The Custom Call Routing (CCR) Trees can now be configured with Park and
Page Nodes and can be accessed by the feature codes that you have
created.
Configuring the CCR Tree Park and Page Nodes
In order for the One Button Page Feature to function a CCR tree has to be
created or an existing tree amended to include the required Park and Page
nodes. These nodes will be reference by the Feature codes configured within
Auto Attendants General Properties screen.
To create a CCR Tree that includes the required Park & Page nodes:
1. From CallPilot Manager select the Custom Call Routing link. In this
example there are five existing CCR Trees configured.
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2. Click on the Create button for the tree that is to be configured.
3. Select the Home Menu Node radio button followed by the Submit
button.
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4. You will be presented with the CCR Tree Properties screen. Click on
the Park & Page link.
5. The Park & Page node will be displayed as node 1. Click on the
Change link.
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