Avaya Advanced Paging Productivity Pack Configuration Configuration manual

Advanced Paging Productivity Pack Configuration

BCM

Business Communications Manager

Document Status: Standard Document Version: 02.01

Document Number:

Date: August 2008

NN40010-503

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

Trademarks

Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.

Contents

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Chapter 1: New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

One Button Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

One Button Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Customer Assistance Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Schedule Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Chapter 2: Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 3: Features description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

One Button Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

One Button Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Customer Assistance Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Schedule Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Reporting for Customer Assistance Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Reporting for One Button Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Reporting for One Button Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Contents 3

Chapter 4: Installing software and applying the keycode . . . . . . . . . . . . . . . . . . 15

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Installing the APPP software update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Applying the APPP keycode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 5: Configuring the APPP features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Configuring the One Button Page feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Configuring the One Button Text feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Configuring global settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Configuring features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Configuring the Schedule Page feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Configuring the Customer Assistance Page feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Configuring the CAB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Advanced Paging Productivity Pack Configuration

4 Contents

Chapter 6: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Troubleshooting procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Verifying that the APPP software update is installed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Verifying that the APPP keycode is applied . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Verifying the name of the customer assistance box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Verifying the target node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Accessing the target node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Checking the CallPilot Manager event report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Verifying the One Button Text settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Verifying the Schedule Page settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Programming the symbol kiosk (or Web device) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Configuring the symbol kiosk (or Web device) in Element Manager . . . . . . . . . . . . . . . . 26

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How to get help

This section explains how to get help for Nortel products and services.

Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support Web site:

www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More specifically, the site enables you to:

• download software, documentation, and product bulletins

• search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues

• sign up for automatic notification of new software and documentation for Nortel equipment

• open and manage technical support cases

Getting Help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone number for your region:

www.nortel.com/callus

Getting Help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

www.nortel.com/erc

Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

Advanced Paging Productivity Pack Configuration

6 How to get help

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Chapter 1

New in this release

The following sections detail what’s new in Advanced Paging Productivity Pack Configuration (NN40020-200).

Features

See the following sections for information about feature changes:

• One Button Page (page 7)

• One Button Text (page 7)

• Customer Assistance Page (page 7)

• Schedule Page (page 8)

• Reporting (page 8)

One Button Page

A user presses a feature key (or a sequence of keys on the telephone dialpad) to initiate a previously programmed page in a defined paging zone.

For more information about the One Button Page feature, see the following sections:

• One Button Page (page 11)

• Configuring the One Button Page feature (page 17)

One Button Text

A user presses a feature key (or a sequence of keys on the telephone dialpad) to send a previously programmed text message to a fixed or wireless telephone.

For more information about the One Button Text feature, see the following sections:

• One Button Text (page 11)

• Configuring the One Button Text feature (page 18)

Customer Assistance Page

A user presses a button on a call box (or telephone) or uses a symbol kiosk to initiate a customer assistance page in the designated paging zone.

For more information about the Customer Assistance Page feature, see the following sections:

• Customer Assistance Page (page 12)

• Configuring the Customer Assistance Page feature (page 22)

Advanced Paging Productivity Pack Configuration

8 Chapter 1 New in this release

Schedule Page

Configure previously programmed announcements to play automatically in the designated paging zones according to a defined schedule.

For more information about the Schedule Page feature, see the following sections:

• Schedule Page (page 13)

• Configuring the Schedule Page feature (page 20)

Reporting

Perform administration for the APPP features through Business Element Manager (Element Manager) or Network Configuration Manager (NCM).

The BCM system generates and stores reports for the One Button Page and Customer Assistance Page features. These reports are supported through CallPilot Manager.

For more information about APPP reporting, see the following section:

• Reporting (page 13)

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Chapter 2

Introduction

This document provides information about installing and configuring the Advanced Paging Productivity Pack (APPP). Installation and configuration of APPP is supported through Business Element Manager (Element Manager) and Network Configuration Manager (NCM).

Unless otherwise indicated, this information applies to:

• BCM 4.0 and later software

• BCM50 2.0 and later software

• BCM450 1.0 and later software

Prerequisites

• You have experience with BCM systems.

• You can use Element Manager to configure and administer BCM systems. For more

information, see the Administration Guide for your BCM system.

• If using NCM, you can use NCM to configure and administer BCM systems. For more

information, see the NCM documentation for your system.

• You understand keycodes. For details about keycodes, see the Keycode Installation Guide

(NN40010-301).

• You can use CallPilot Manager to configure Park and Page nodes in custom call routing

(CCR) trees, program one-button access to Park and Page nodes, administer company greetings, and manage reports. For more information, see the CallPilot Manager Set Up and Operation Guide for your BCM system.

• You understand F*3 to program feature codes on telephone memory buttons. For more

information, see the CallPilot Manager Reference Guide for your BCM system.

• You can program and configure a TDM telephone on a BCM system through Element

Manager. For more information, see the Device Configuration Guide for your BCM system.

Navigation

• Features description (page 11)

• Installing software and applying the keycode (page 15)

• Configuring the APPP features (page 17)

• Troubleshooting (page 27)

Advanced Paging Productivity Pack Configuration

10 Chapter 2 Introduction

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+ 22 hidden pages