Avaya BCM 2.0 Programming Operations Guide

Enterprise Edge 2.0 Programming Operations Guide

1-800-4 NORTEL www.nortelnetworks.com

Contents

Chapter 1 About this document 13

What’s new in this document 13 How this guide is organized 13 Related documents 14 Regulations 15

Safety information for North American customers 15 Enhanced 911 Configuration 16 Radio-frequency interference 16 Telecommunication registration 17 Hearing-aid compatibility 17 Electromagnetic compatibility 17 Telephone company registration 18 Use of a music source 18 Rights of the telecommunications company 18 Repairs 18 Safety information for European customers 19 Radio-frequency interference 20

Software licensing 21

Contents 3

Chapter 2 Enterprise Edge Overview 23

Enterprise Edge telephony hardware components 24 Enterprise Edge data networking hardware components 24 Enterprise Edge software components 25

Enterprise Edge Integrated Solution 25 Enterprise Edge Voice Messaging 26 Enterprise Edge Call Center 27 Enterprise Edge Call Center Reporting 27 Enterprise Edge Voice over IP gateway 27 Enterprise Edge TSP 27 Enterprise Edge Personal Call Manager 27 Enterprise Edge Call Detail Recording 28 Enterprise Edge Attendant Consol 28 Enterprise Edge Integrated QoS Routing 28 Tivoli 28 Optivity 28

Unified Manager 28

Browser requirements 29 Understanding Unified Manager 30 Menu descriptions 32 Enterprise Edge system access 32

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Chapter 3 Setting up your Enterprise Edge system 35

Enterprise Edge required parameters 35 Setting up an Enterprise Edge IP Address 36 Setting up web-based administration 37

Browser settings 37

Logging on to Enterprise Edge 37

Preloading Java class files on your workstation 39 AccessingUnifiedManagerthroughthePreinstalledClient Home Page

39 Logging off Enterprise Edge 40 Rebooting the Enterprise Edge server 40 Shutting down Enterprise Edge System 40

Licensing 41

Entering the software keycodes 41 Configuring system settings 41 System registration 42

Basic registration using Internet Access 43

Basic Registration using v.90 modem (North America only) 43

Chapter 4 Configuring Enterprise Edge Resources 45

Viewing Enterprise Edge resources 45 LAN 46

Viewing LAN resources and configuring global LAN attributes 46

Configuring LAN resources 46 WAN 49

WAN Overview 49

Permanent WAN Connection 50

Viewing WAN Resources 51

Setting global WAN parameters 51

Configuring WAN Summary Parameters 52

Setting WAN Line Parameters 53

PVC Congestion Control 56

WAN PPP Parameters 57

WAN performance 58 Dial Up 58

Configuring RAS Server TCP/IP 58

ISDN Dial Up 59

V.90 modem (North America) Dial Up 63 Media Services Card 66

Rules for configuring DSP resource allocation 67

DSP Current Configuration 68

DSP Manager 68

DSP Settings 69

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Media Bay Modules 69

Bus 71

Module 72

T1 Parameters (North America only) 77

E1 Parameters (Europe) 79

Configuring a data module 79

Provision lines 81

Chapter 5 Configuring Enterprise Edge Services 83

Programming order 83 Programming Services 84 Viewing Enterprise Edge Services 85 Viewing all Services 85

To Enable or Disable a Service 85 Statuses 86 Telephony Services 87

Enhanced 911 (E911) Configuration 89

Terminals & sets 90

Copying settings from one telephone set to another 91

General 91

Line access 93

Capabilities 98

User preferences 102

Restrictions 103

Telco features 106 Lines 108

Copying settings from one line to another 108

General 109

Trunk/line data 111

Setting Received number 117

Restrictions 118

Telco features 120 Loops 121 Restriction filters 124 Time & date 127 Call Routing 128

Routes and destination codes 129

Programming the PRI routing table 130

Destination codes 131

Setting up a route for local calling 133

Setting up a route for long distance calling 134

Adding a long distance carrier access code 135

Programming for least cost routing 136

Using dialing restrictions with routing 137

Using a dialing plan to route outgoing PRI calls 137

Contents 5

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Scheduled Services 138

Ringing service 139

Restriction service 141

Routing Service 142

Common Settings 143 System speed dial 145

Adding or changing a system speed dial 145 General Settings 147

Business name 147

Feature settings 148

Call log space 151

Timers 152

Direct dial 153

CAP assignment 154

Dialing plan 154

Access codes 156

Remote access packages 160

COS Passwords 160

DN lengths 162

Network Name Display 163

Programming Network Name Display 165

Call by Call service selection for PRI 166

Programming Call by Call service selection 168

CbC limits 168

Release reasons 169

Network Services 169 Hunt groups 170

Adding or removing members from a group 171

Moving members of a group 172

Assigning or unassigning lines to a group 173

Setting the Distribution mode 174

Setting the hunt delay 174 Companion 177

Registration 177

Changing the Registration password 178

Radio data 179

Portable telephone programming 182 Hospitality 183

Alarm time (AL) feature 184

Set/room settings 185

Call permissions 185

Alarm data 186 Telco features 187

Voice message center numbers 187

Outgoing name and number blocking (ONN) 188

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Contents 7

Voice Mail 188 Call Detail Recording 188 TAPI 188 Console Service 189 VoIP Gateway 189

VoIP local and remote gateways 189 DHCP 192

Configuring a DHCPRelayAgent 194

LAN settings for DHCPServer 194

LAN settings for DHCPRelayAgent 198 DNS 199 IP Routing 200

Configuring IP Routing 201

IP Routing global settings 201

Configuring IP routing on an interface 202 IPX Routing 208

Configuring IPX Routing 208

Configuring an interface for IPX routing 209

Adding RIP filters for IPX routing 213

Adding SAP filters for IPX routing 214

Adding Static Routes for IPX Routing 214

Adding Static Service for IPX 215 SNMP 216

SNMP Community List, Manager List, and Trap Community List 217 QoS 220

Relationship between the QoS Module and theVoIP QoS Monitor 220

QoS Restrictions and Defaults 221

Filters 223

QoS performance graphs and tables 225

Port Range Setting for Legacy Networks 225 QoS monitor 227

QoS Monitor Mean Opinion Score 227 Web cache 228 Net Link Manager 229

Selecting the permanent WAN link as the primary WAN connection

230

Selecting a dial-up link as the primary WAN connection 231 Alarm Service 232 NAT (Network Address Translation) 232

Example of a common NAT configuration 235 IP Firewall Filters 235

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Chapter 6 Configuring Digital Private Network Signalling System1 241

DPNSS 1 services 241

DPNSS 1 capabilities 242

DPNSS 1 features 242 Three Party Service 243

Making a conference call 243 Diversion 243

Restrictions by set type 244

Setting Diversion 245 Redirection 245

Restrictions by set type 245

Setting Redirection 245 Executive Intrusion 245

Restrictions by set type 246

Intrusion levels 246 Call Offer 247

Displays 247

Restrictions by set type 247

User Actions 248 Route Optimization 248

Setting Route Optimization 248 Message Waiting Indication 249

Restrictions by set type 249

Setting Message Waiting Indication 249 Loop avoidance 252

Programming Loop avoidance 252

Chapter 7 Configuring Management Settings 253

User Manager 253

Adding a user profile 254

Modifying a user profile 254

Deleting a user profile 255 Alarm Manager 256

Configuring the Alarm Manager 256

Chapter 8 Maintenance 259

Enterprise Edge general maintenance 259

System startup 259

Warm reset 260

Backup and restore 260

Backup, restore, upgrade utility (BRU) for Enterprise Edge system 261

Backup and restore telephony programming using Unified Manager’s

Tools menu 265

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Enterprise Edge system diagnostics and utilities 269

Performance Statistics 269

Error Messages 270

MIB II Information 274 Maintenance programming for telephony resources 278

System version 278

Media Bay Module status 279

System test log 282

System administration log 283

Network event log 284

Alarm codes 285

Event messages 285

Tests 294

CSU statistics 297

Link Status 301

Metrics 301

Moving telephones 302

Chapter 9 Troubleshooting your Enterprise Edge system 305

Contents 9

General troubleshooting information 305

Getting ready 306

Types of problems 306

Basic troubleshooting procedure 306 Viewing system performance and fault alarms 307

System performance graphs and tables 308

Fault Alarm Banner 308 Problems with telephones 309

Telephone has faulty buttons, display, handset or other hardware

problems 309 Digital telephone display is unreadable 309 Telephone has no dial tone 310

Problems with lines 310

Calls can be received but cannot be made 310 Dial tone is absent on external lines 311 Lines at a telephone are busy after call is over 311 Auto-answer line rings at a telephone 313 Prime telephone gets misdialed calls 314 Selected lines reads “Not in service” or “Not available” 314 Selected line pool shows “No free lines” 315

Problems with optional equipment 315

Problems with the Enterprise Edge ATA 2 316 Problems with the auxiliary ringer 316 Problems with external paging 317 Problems with Music on Hold and Background Music 317

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Problems with module service 318

Digital Trunk Computer Module trouble 318 Monitoring the T1 or PRI signal 320

Problems with Trunk or Station Modules 320 Problems for network or remote users 321

Remote feature code gets no response 321 Dialed number gets ringback and the wrong person 322 Dialed number gets dial tone instead of ringback 322 Dialed number gets busy tone 322 Dialed number does not get through 322 Dialed feature code gets overflow tone 323 Dialed feature code gets busy tone 324 Line pool access code gets overflow tone 324 Line pool access code gets ringback 325 Line pool access code gets busy tone 325 Dialed number gets no response 325

Problems with Companion sets (North American systems only) 326

Appendix A: Network Examples 327

Access using Enterprise Edge 328 Lines used for networking 328

PRI lines 329 T1 lines (Loop, E&M, DID, Ground start) 329 BRI lines 330 DPNSS lines (International systems only) 330

Remote system access to Enterprise Edge 330

Remote access on loop start trunks 331 Remote access on a private network 331 Remote access on T1 Direct Inward Dial (DID) trunks 332 Remote access on PRI trunks 332 Remote access on DPNSS lines 332

Enterprise Edge security 333

Class of Service 333 Restriction filters 333 Direct inward system access (DISA) 335

Coordinated dialing plans 335

Dialing plan using public lines 335 Dialing plan using T1 E&M lines 337 Dialing plans with shared line pools 340

Networking examples 341

PRI Networking with Meridian 1 341 PRI networking using Call-by-Call Services 346 Enterprise Edge VoIP Gateway and M1 networking 348 Toll bypass with Enterprise Edge VoIP Gateway 351 Networking with QSIG (International systems only) 356

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Private networking with DPNSS (International systems only) 359

Public networking scenarios 362

Call one or more Enterprise Edge telephones 363 Call Enterprise Edge and select tie lines to a private network 363 Call Enterprise Edge and select lines to the public network 364

Private networking scenarios 365

Call one or more Enterprise Edge telephones 366 Call Enterprise Edge and select tie lines to other nodes in the private

network 366 Call Enterprise Edge and select lines to the public network 367 Select T1 E&M trunks to the private network 368 Using Enterprise Edge Line Redirection 368 PRI dialing plan example for 2-way DID 370 PRI DID and 2-way DID 370

Appendix B: ISDN Overview 371

Welcome to ISDN 371

Analog versus ISDN 371 Types of ISDN service 372 ISDN layers 372 ISDN Bearer capability 373

Services and features for ISDN BRI and PRI 373

PRI services and features 373 BRI services and features 373

ISDN hardware 377

PRI hardware 377 BRI hardware 378 Clock Source for ISDN 379 Other ISDN BRI equipment 380

ISDN standards compatibility 380 Planning your ISDN network 380

Ordering ISDN PRI 381 Ordering ISDN BRI 381 Supported ISDN protocols 382

ISDN programming 383

Program ISDN equipment 386

Contents 11

Appendix C: Setting Up Remote Routers 389

Creating an Outbound Traffic Filter 389 Sample Criteria, Ranges, and Actions for UDP Filtering 390

Appendix D: Market profile attributes 391

Languages available to customer 391 System defaults 392

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Glossary 395

Index 437

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About this document

This guide explains how to program your Enterprise Edge system. For more information about the Enterprise Edge document suite, refer to Related documents on page 14.

Note: The section Regulations on page15 summarizes the EnterpriseEdge system

regulatory information.

The section Software licensing on page 21 contains software licensing information.

What’s new in this document

This release includes additional information regarding:

• market profile attributes for United Kingdom markets

• updated backup and restore procedures for the BRU utility

• automatic registration of Enterprise Edge with the Tivoli Management Server

• Optivity interworking in the areas of network discovery, SNMP alarms integration, and launching of the Unified Manager

• DSP allocation through the DSP Manager

• IPX routing configuration for networking

• primaryandbackupdialupWANconnections using ISDN or V.90 modem (The V.90 modem is available in North America only.)

• OSPF routing protocol

• firewall filters

• network address translation (NAT)

How this guide is organized

This document contains the following sections:

• Enterprise Edge Overview on page 23 provides an overview of the hardware and software components of the Enterprise Edge system and a description of Unified Manager.

• Setting up your Enterprise Edge system on page 35 includes information on how to set up your IP address and Web-based administration, how to configure your system settings and other basic procedures such as logging on and off your Enterprise Edge system.

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• ConfiguringDigitalPrivateNetworkSignallingSystem1onpage241 describes the procedures used to program the Digital Private Network Signalling System (DPNSS 1) for International systems only.

• Configuring Enterprise Edge Resources on page 45 describes the procedures used to program the networking resources for your Enterprise Edge system.

• Configuring Enterprise Edge Services onpage 83 describes the procedures used to program all the Enterprise Edge services.

• Configuring Management Settings on page 253 includes procedures used to program user and alarm settings.

• Maintenance on page 259 includes all the maintenance procedures required to keep your system in operation. This chapter ncludes descriptions of how to perform both a system and telephony programming backup and restore.

• Troubleshootingyour Enterprise Edge system on page 305 allows you to solve problems in the Enterprise Edge system that require changes to system programming.

• Appendix A: Network Examples on page 327 includes some networking examples using the Enterprise Edge system.

• Appendix B: ISDN Overview on page 371 includes some background information about ISDN.

• Appendix C: Setting Up Remote Routers on page 389 explains how to set up a Nortel Networks (BayRS) router.

• Appendix D: Market profile attributes on page 391 describes the functionality associated with each of the Enterprise Edge market profiles.

• Glossary on page 395 contains a list of Enterprise Edge terms and definitions.

Regulations

Safety information for North American customers

Enterprise Edge equipment meets all applicable requirements of both the CSA C22.2 No. 950-95 and UL-1950 Edition 3.

Risk of shock.

Do not plug in the computer or any telephone or network cables before opening the computer.

Read and follow installation instructions carefully.

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Only qualified persons can service the system.

The installation and service of this hardware is hazardous and can cause severe harm to the person performing the tas ks or to other persons. Only qualified service personnel must perform the installation and service tasks.

Electrical shock hazards from the telecommunication network and AC mains are possible with this equipment. To minimize risk to themselves and users, the service personnel must connect the Enterprise Edge system t o an out let equipped with a third-wire ground.

Service personnel must be alert to the risk of high leakage currents spreading onto metal system surfaces during power line fault events near network lines. These leakage currents flow to P rotective Earth ground through the power cord. Because of the protective function of earth ground, when cabling the unit, the first task the service personnel must perform is the connection to an earthed outlet.. Subsequently, the last task to perform is the removal of the the connection. It is important that operations requiring the unit to be powered down must have the network connections (central office lines) removed first.

Enhanced 911 Configuration

Warning

Local, state and federal requirements for Emergency 911 services support by Customer Premises Equipment vary. Consult your telecommunication service provider regarding compliance with applicable laws and regulations.

Note: For information about 911 configuration, refer to Enhanced 911 (E911)

Configuration on page 89.

Radio-frequency interference

Equipment generates RF energy.

This equipment generates, uses, and can radiate radio-frequency energy. If not installed and used in accordance with the installation manual, it may cause interference to radio communications. It has been tested and found to comply with the limits for a Class A computing device pursuant to Part 15 of the FCC Rules and with ICES.003, CLASS A Canadian EMI Requirements. O peration of this equipment in a residential area is likely to cause interference, in which case the user, at h is or her own expense, will be required to take whatever measures may be required to correct the interference.

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

About this document 17

Telecommunication registration

Enterprise Edge equipment meets all applicable requirements of both Industry Canada CS-03 and US Federal Commission FCC Par t68 and has been registered under files Industry Canada 332-5980 A and FCC AB6CAN-20705-KF-E (key system), AB6CAN-20706-MF-E (hybrid system), and AB6CAN-23740-PF-E (PBX system). Connection of the Enterprise Edge telephone system to the nationwide telecommunications network is made through a standard network interface jack that you can order from your local telecommunications company. This type of customer-provided equipment cannot be used on party lines or coin lines.

Before installing this equipment, users should ensure that it is permissible to be connected to the facilities of the local telecommunications company. The equipment must also be installed using an acceptable method of connection. The customer should be aware that compliance with the above conditions may not prevent degradation of service in some situations.

Repairs to certified equipment should be made by an authorized maintenance facility designated by the supplier. Any repairs or alterations made by the user to this equipment, or equipment malfunctions, may give the telecommunications companycause torequest the user to disconnect the equipment. Users should ensure for their own protection that the electrical ground connections of the power utility, telephone lines and internal metallic water pipe system, if present, are connected together. This precaution may be particularly important in rural areas.

Only qualified persons can service the system.

Users should not attempt to make such connections themselves, but should contact the appropriate electric inspection authority, or electrician.

Hearing-aid compatibility

Enterprise Edge telephones are hearing-aid compatible, as defined in Section

68.316 of Part 68 FCC Rules.

Electromagnetic compatibility

Enterprise Edge equipment meets all FCC Part 15, Class A radiated and conducted emissions requirements.

Enterprise Edge does not exceed the Class A limits for radiated and conducted emissions from digital apparatus as set out in the Radio Interference Regulations of Industry Canada.

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Telephone company registration

It is usually not necessary to call the telecommunications company with information on the equipment before connecting the Enterprise Edge system to the telephone network. If the telecommunications company requires this information, provide the following:

• telephone number(s) to which the system will be connected

• FCC registration number (on label affixed to Enterprise Edge)

• universal service order code (USOC)

• service order code (SOC)

• facility interface code (FIC)

Use of a music source

In accordance with U.S. Copyright Law, a license may be required from the AmericanSociety of Composers, Authors and Publishers, or similar organizationif Radio or TV broadcasts are transmitted through the Music On Hold or Background Music features of this telecommunication system.

Nortel Networks hereby disclaims any liability arising out of the failure to obtain such a license.

Rights of the telecommunications company

If the Enterprise Edge system is causing harm to the telephone network, the telecommunications company may discontinue service temporarily. If possible, the telecommunications company will notify you in advance. If advance notice is not practical, the user will be notified as soon as possible. The user will be given the opportunity to correct the situation and informed of the right to file a complaint to the FCC.

The telecommunications company may make changes in its facilities, equipment, operations or procedures that could affect the proper functioning of the system. If this happens, the telecommunications company will give you advance notice in order for you to make any necessary modifications to maintain uninterrupted service.

Repairs

In the event of equipment malfunction, all repairs to certified equipment will be performed by an authorized supplier.

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About this document 19

Safety information for European customers

WARNING

The instructions in this manual are intended to be performed by Qualified Service Personnel.

The CE mark indicates that the Enterprise Edge equipment meets the requirements of the following EU Directives:

• Low Voltage Directive (73/23IIC)

• Electromagnetic Directive (89/336/EEC)

Risk of shock.

Ensure the computer is unplugged from the power socket and that any telephone or network cables are unplugged before opening the computer.

Read and follow installation instructions carefully.

Only qualified persons should service the system.

The installation and service of this hardware is to be performed only by service personnel having appropriate training and experience necessary to be aware of hazards to which they are exposed in performing a task and of measures to minimize the danger to themselves or other persons.

Electrical shock hazards from the telecommunication network and AC mains are possible with this equipment. To minimize risk to service personnel and users, the Enterprise Edge system must be connected to an outlet with a third-wire Earth.

Service personnel must be alert to the possibility of high leakage currents becoming available on metal system surfaces during power line fault events near network lines. These leakage currents normally safely flow to Protective Earth via the power cord. Therefore, it i s mandatory that connection to an earthed outlet is performed first and removed last when cabling to the unit. Specifically, operations requiring the unit to be powered down must have the network connections (exchange lines) removed first.

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Radio-frequency interference

WARNING

This is a Class A product. In a domestic environment this product may cause interference. The user may be required to take adequate measures.

Read and follow installation instructions carefully

This product uses Telecommunication Network Voltage (TNV) circuits which include the following ports: analogue lines (including PFT), modems, ATA, BRI, AC15A, and TCM Isolator.

This product uses Safety Extra Low Voltage (SELV) circuits which include the following ports: TCM extensions, external music source (MSCX), auxiliary ringer (AUX), paging system relay (PAGE),LAN interface, WAN interface, and the serial port.

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Software licensing

permitted provided that the following conditions are met:

1. Redistributions of source code must retain the above copyright notice, this list of

conditions and the following disclaimer.

2. Redistributions in binary form must reproduce the above copyright notice, this

list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.

3.All advertising materials mentioningfeatures or use of thissoftware must display

the following acknowledgment:

“This product includes software developed by the Apache Group for use in the Apache HTTP server project (http://www.apache.org/)."

4. The names “Apache Server” and “Apache Group” must not be used to endorse

or promote products derived from this software without prior written permission.

About this document 21

For written permission, please contact apache@apache.org.

5. Products derived from this software may not be called “Apache” nor may

“Apache” appear in their names without prior written permission of the Apache Group.

6. Redistributions of any form whatsoever must retain the following

acknowledgment: “This product includes software developed by the Apache Group for use in the

Apache HTTP server project (http://www.apache.org/).” THIS SOFTWARE IS PROVIDED BY THE APACHE GROUP ``AS IS'' AND

ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENTSHALL THE APACHE GROUP ORITS CONTRIBUTORS BELIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED ANDONANYTHEORYOFLIABILITY,WHETHERINCONTRACT,STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

This software consists of voluntary contributions made by many individuals on behalf of the Apache Group and was originally based on public domain software written at the National Center for Supercomputing Applications, University of Illinois, Urbana-Champaign. For more information on the Apache Group and the Apache HTTP server project, please see http://www.apache.org/.

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Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Enterprise Edge Overview

The Enterprise Edge system includes software and hardware components that provide telephony technology, basic voice messaging, data networking and IP telephony.

The Web-based navigation tool Unified Manager provides easy access to all Operations and Maintenance programming on the Enterprise Edge system at a single site. For more information about Unified Manager, see page 28.

Tivoli provides multi-site and multi-network system management. For more information, refer to Tivoli on page 28. Optivity provides multi-site network management. For more information, refer to Optivity on page 28.

Note: Some of the components described in this section are not available in all

areas. Ask your Nortel Networks Enterprise Edge supplier for information about the availability of components.

The main component of the Enterprise Edge system is the Enterprise Edge server. The Enterprise Edge server controls all tasks such as call processing, voice messaging, and data routing. The Enterprise Edge server also contains the telephony and data networking components.

Media Bay ModulesPCI cards

The system components are summarized in:

• Enterprise Edge telephony hardware components on page 24

• Enterprise Edge data networking hardware components on page 24

• Enterprise Edge software components on page 25

For a detailed description of each hardware components, refer to the Enterprise Edge Installation and Maintenance Manual.

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Enterprise Edge telephony hardware components

The telephony components perform call processing. These components also connect the Enterprise Edge server to the Public Switched Telephone Network (PSTN) lines and the Enterprise Edge telephones. The telephony hardware components of the Enterprise Edge system include:

• Media Services Card (MSC), which is a PCI standard card that perform call processing and media processing of the voice channels.

• Station set Media Bay Modules, which provide access to telephone lines. The Enterprise Edge system includes the following station set media bay modules:

- 16-port Digital Station Media Bay Module (EE-DSM 16), which allows the connection of 16 digital telephone sets to the system

- 32-port Digital Station Media Bay Module (EE-DSM 32), which allows the connection of 32 digital telephone sets to the system

- Analog Station MediaBay Module (EE-ASM 8), which allows the connection of analog station sets to the system (North American systems only)

• Trunk Media Bay Modules, which provide access to telecommunications trunks. The Enterprise Edge system includes the following trunk media bay modules:

- Digital Trunk Media Bay Module (EE-DTM), which provides the connection between a standard digital PSTN T1 or PRI line and theEnterpriseEdge system.

- Caller ID Trunk Media Bay Module (EE-CTM), which provides the ability to access four analog Caller ID PSTN lines. (North Americansystems only)

- Basic Rate Interface Media Bay Module (EE-BRIM S/T), which provides the ability to access up to four BRI S/T ISDN lines.

- Fibre Expansion Media Bay Module (EE-FEM), which provides the ability to access up to six Norstar expansion modules. These expansion modules add PSTN lines and telephones to the Enterprise Edge system.

• S tation sets and adapters

Enterprise Edge data networking hardware components

The data networking components connect the Enterprise Edge server to the local area network (LAN) and the wide area network (WAN). The data networking hardware components of the Enterprise Edge system include:

• V.90 modem card used to send and receive data using the public telephone system. ( North American systems only)

• LAN interface card to connect the Enterprise Edge system to the local area network. This card is a 10/100 Base T Ethernet network interface card.

• WAN interface card to connect the Enterprise Edge system to the wide area network. North American systems have a T1 interface port and a synchronous port. European systems have two serial synchronous ports.

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Enterprise Edge software components

The Enterprise Edge system provides a number of software applications. Some of these applications work immediately after you install the Enterprise Edge system. Touse other applications, you mustenable the application using software keycodes. A software keycode is a password number provided to the installer. The Enterprise Edge applications available are:

• Enterprise Edge Integrated Solution on page 25

• Enterprise Edge Voice Messaging on page 26

• Enterprise Edge Call Center on page 27

• Enterprise Edge Call Center Reporting on page 27

• Enterprise Edge Voice over IP gateway on page 27

• Enterprise Edge TSP on page 27

• Enterprise Edge Personal Call Manager on page 27

• Enterprise Edge Call Detail Recording on page 28

• Enterprise Edge Attendant Consol on page 28

Enterprise Edge Overview 25

• Enterprise Edge Integrated QoS Routing on page 28

For information on enabling software applications, refer to the Enterprise Edge Software Keycode Installation Guide.

Enterprise Edge Integrated Solution

EnterpriseEdgeIntegrated Solution software supplies standard telephony operating features plus the following additional features:

• Enterprise Edge Companion (North American systems only) on page 25

• Programming, administration and maintenance on page 25

Enterprise Edge Companion (North American systems only)

The Enterprise Edge Companion Wireless software provides wireless functionality without losing the advantages of the wired system.The system can be programmed so that users can publish one telephone number and receive all calls on both their desk set and their portable, allowing them to answer the one who is most convenient.

Programming, administration and maintenance

The Enterprise Edge Unified Manager software provides programming, administration and maintenance. Enterprise Edge Unified Manager provides a series of windows and menus which allow you to navigate through the different areas of the application and program the system. For more information on Unified Manager, refer to Unified Manager on page 28.

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Enterprise Edge Voice Messaging

Enterprise Edge Voice Messaging is a WindowsTMbased application that allows the user to set up and administer the following Voice Messaging features:

• Voice messaging on page 26

• Enterprise Edge Auto attendant on page 26

• Custom Call Routing (CCR) on page 26

• Enterprise Edge Networking on page 26

• Enterprise Edge Unified Messaging on page 26

Voice messaging

Voice messaging records caller’s messages and stores them in a mailbox for easy retrieval. Each Enterprise Edge telephone in your system can have its mailbox and personal greeting.

Enterprise Edge Auto attendant

Auto attendant answers business calls with a Company Greeting. A voice prompt then offers callers a menu of options to direct their call by selecting a digit on the dial pad.

Custom Call Routing (CCR)

CCR replaces the Automated Attendant menu with a customized CCRHome Menu to offer callers a wider range of call routing options and access to submenus and information messages. CCR allows you to determine the menu options and record the voice prompts that guide callers along call paths.

Enterprise Edge Networking

Enterprise Edge Networking includes General Networking parameters, Voice Profile for Internet Mail (VPIM) parameters, Audio Messaging Interchange Specification(AMIS)specificparametersandAMISSite Administration.Formore information about Enterprise Edge Networking, refer to the Enterprise Edge Networking Set Up and Operation Guide.

Enterprise Edge Unified Messaging

Enterprise Edge Unified Messaging includes three features:

• Enterprise Edge Unified Messaging allows you to create and receive messages on your personal computer.

• Enterprise Edge Personal Mailbox Manager allows you to change mailbox features and functions such as mailboxinitializationand target attendant, record greetings, and set up and maintain off-premise message notification.

• Enterprise Edge Operator Manager allows you to change the Operator password, change business status, enable or disable the system attendant and enable or disable the Call Answer feature.

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Enterprise Edge Overview 27

For more information, refer to the Enterprise Edge Unified Messaging Client Installation Guide.

Enterprise Edge Call Center

The Enterprise Edge Call Center is an Automatic Call Distribution (ACD) system designed to handle incoming calls. Incoming calls are distributed to available agents or to Enterprise Edge greetings in your call center. To ensure that each call is handled correctly, the Enterprise Edge Call Center system answers, plays greetings and routes each incoming call to the first available agent in the order of the call's arrival. For more information, refer to the Enterprise Edge Call Center Set Up and Operation Guide.

Enterprise Edge Call Center Reporting

Enterprise Edge Call Center Reporting is a Windows software application that provides Real Time statistics and complete management information on the daily performance of your Enterprise Edge system. Enterprise Edge Call Center Reporting helps you manage call traffic and provides a full range of management reports that provides critical information for accurate business planning. It also has the ability to support multiple Wallboards which can be configured separately to display the information that the agents require. For more information, refer to the Enterprise Edge Call Center Reporting Set Up and Operation Guide.

Enterprise Edge Voice over IP gateway

Enterprise Edge VoIP Gateway allows you to use IP telephony. VoIP Gateway converts the voice in a call into a packet format that can be sent over an intranet. With Enterprise Edge VoIP Gateway, you can make telephone calls over any intranet connected to the Enterprise Edge system. For more information, refer to the Enterprise Edge IP Telephony Configuration Guide.

Enterprise Edge TSP

Enterprise Edge TSP is the interface between the Enterprise Edge system and Microsoft®1TAPI. This interface allows you to use TAPI applications on the Enterprise Edge system. For more information, refer to the Enterprise Edge TSP Server Configuration Guide.

Enterprise Edge Personal Call Manager

Enterprise Edge Personal Call Manager is a TAPI application that allows you to control your Enterprise Edge telephone from your personal computer. For more information, refer to the Enterprise Edge Personal Call Manager User Guide.

1.Microsoft is a registered trademark of Microsoft Corporation.

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Enterprise Edge Call Detail Recording

The Enterprise Edge Call Detail Recording software records call activity. When a telephone call is made to or from your company, the information about the call is recorded. When the call is completed, information about the call is printed out in Call Records. For more information, refer to the Enterprise Edge Call Detail Recording System Administrator Guide.

Enterprise Edge Attendant Consol

Enterprise Edge Attendant Console uses a graphical user interface to provide centralized call management. For more information, refer to the Enterprise Edge

Attendant Console Set Up and Operation Guide and the Enterprise Edge Attendant Console User Guide.

Enterprise Edge Integrated QoS Routing

Enterprise Edge Integrated QoS Routing controls the interface between the Enterprise Edge system and the local area network, wide area network, and Internet.

Tivoli

Tivoli provides inventory management, multi-site software distribution and service level and status monitoring. All Enterprise Edge systems are sold with an imbedded Tivoli Management Agent (TMA) that allows Enterprise Edge to connect to a central server where the software resides. When installed, all Enterprise Edge systems automatically register with the central TMR server. For more information, refer to System registration on page 42.

Optivity

Optivity allows the customer to view the topology of the network including the Enterprise Edge, other routers, hubs, switches and servers and see how the different devices are connected and performing. The Optivity management station can be used to capture SNMP alarms sent from Enterprise Edge. Unified Manager can be launched from within the Optivity Management Tool suite. For more information, refer to the Optivity documentation

Unified Manager

The Enterprise Edge Unified Manager provides a web-based navigation tool that lets you view and change configuration for:

• system settings

• IP Services

• VoIP Service

• Telephony Services

• Management Server Module

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• QoS Module

• Diagnostics

Most changes made with Unified Manager become part of current Enterprise Edge programming when you select an item from the menu options. However, some changes take effect a minute after the user stops programming. If a programming error occurs, you must reenter the original programming.

For more information on Unified Manager, refer to

• Browser requirements on page 29

• Understanding Unified Manager on page 30

• Enterprise Edge system access on page 32

Browser requirements

Your computer must meet the following requirements to configure Enterprise Edge through the Unified Manager.

• WinNT or Windows workstation running on P133 or higher CPU (or compatible)

• 64MBRAM,10MBdiskspace

• Minimum screen definition of 1024 X 768

• Minimum monitor size of 17 inches

To use Enterprise Edge Unified Manager, you must have:

• Java Virtual Machine (JVM) 5.0 (build 5.0.0.3188 or greater)

• One of the following web browsers: Netscape Communicator 4.5 or greater

Microsoft Internet Explorer 4.0 or greater

If you are using Netscape Communicator, you must set the following parameters:

• Enable Java: On

• Cached document comparison: Every time

If you are using Microsoft Internet Explorer, you must set the following parameters:

• C heck for newer versions: Every visit to the page

• Java JIT compiler enabled: On

For information about setting these parameters, refer to theuser documentation that came with your web browser.

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Understanding Unified Manager

Unified Manager consists of:

• a menu bar where users access configuration commands

• a navigation frame where is located the navigation tree that allows you to navigate through Enterprise Edge programming headings

• aninformation frame that displays the windows that relates to the headings you select in the navigation frame

menu bar

navigation tree

navigation keys

buttons

heading

nnavigation

frame

window

information frame

The menu bar contains configuration management options. These options are enabled when you select the different headings in the navigation tree to enter specific areas of the Enterprise Edge system. If an option is dimmed, it is not available for the heading you have selected.

The navigation tree contains headings that allow you to access specific areas of the Enterprise Edge system. The key symbol ( ) beside each heading indicates that the heading can be expanded to show sub-headings. To make sub-headings appear, double-click the item or just click on the key itself. As you select various headings in the navigation tree, the heading changes color and Unified Manager displays the appropriate information frame.

The information frame can contain configuration windows or dialog boxes indicating the appropriate action and system messages or warnings.

For more detailed information on Unified Manager, refer to:

• Using the configuration windows on page 31

• Changing data views in Unified Manager on page 31

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