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BCM 4.0 System
Overview
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Avaya BCM 4.0 System Overview

BCM 4.0 System Overview
BCM 4.0
Business Communications Manager
Document Status:Standard Document Version: 04 Part Code: N0060607 Date: June 2006
Copyright © 2006 Nortel Networks, All Rights Reserved
Trademarks
Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.
Contents
Chapter 1
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Chapter 2
BCM 4.0 system overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
BCM 4.0 capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Linux upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Management upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Proactive Voice Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Ad-Hoc Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Meridian Customer-Defined Network Trunk Anti-Tromboning with integrated
applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Voice enabled WAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Session-initiated protocol enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Security enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Terminal and mobility support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Global market . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
BCM 4.0 Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Ease of installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Remote management accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
On-Box and device manageability features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Log management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Set-Based administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Element Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Network Configuration Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
BCM 4.0 Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
CallPilot Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
CallPilot options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
CallPilot/Voicemail enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Intelligent Contact Centre . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
LAN CTE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Personal Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
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BCM 4.0 System Overview
4
Interactive Voice Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
N0060607N0060607
Chapter 1

Getting started

About this guide

This system overview gives a high-level understanding of the core capabilities and features of the BCM 4.0 upgrade. In addition, it also indicates what capabilities and features are not supported with the BCM 4.0 upgrade.

Audience

This overview is for installers, network administrators, and anyone else who is interested in the BCM 4.0 upgrade.
5

Acronyms

The following is a list of acronyms used in this guide.
Acronym Description
OS Operating System
PVQM Proactive Voice Quality Monitoring
QoE Quality of Experience
FR Frame Relay
PPP Point-to-Point Protocol (PPP)
MCDN Meridian Customer Defined Network
TAT Trunk Anti-Tromboning
TRO Trunk Route Optimization
SIP Session Initiated Protocol
NCRI Network Call Redirection Info
ICCL ISDN Call Connection Limit
MWI Message Waiting Indication
SHA1 Secure Hashing Algorithm 1
SFTP Secure File Transfer Protocol
SNMP Simple Network Management Protocol
KEM Key Expansion Module
CDR Call Detail Records
BCM 4.0 System Overview
6 Chapter 1 Getting started
Acronym Description
MIB Management Information Base
CIM Common Information Model
DMTF Distributed Management Task Force
NCM Network Configuration Manager
CCR Custom Call Routing
VPIM Voice Profile for Internet Mail
AMIS Audio Messaging Interchange Specification
ICC Intelligent Contact Center
CC Call Center
PSTN Public Switched Telephone Network
CTI Computer Telephony Integration
LAN CTE Local Area Network Computer Telephony Engine
IVR Interactive Voice Response

Related publications

This section provides a list of additional documents for BCM 4.0. To locate specific information, you can refer to the Master Index of BCM 4.0 Library.
BCM 4.0 Unified Messaging Configuration Guide (N0060611)
CallPilot Fax Set Up and Operation Guide (P0606017)
CallPilot Message Networking Set Up and Operation Guide (N0027249)
BCM 4.0 Personal Call Manager User Guide (N0027256 02)
Contact Center Set Up and Operation Guide (N0060620)
BCM 4.0 LAN CTE Configuration Guide (N0060604)
BCM 4.0 Call Detail Recording System Administration Guide (N0060599)
N0060607
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:
http://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 started Chapter 1 7
Getting Help over the phone from a Nortel Solutions Center
If you don’t find the information you require on the Nortel Technical Support Web site, and 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:
http://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:
http://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.
BCM 4.0 System Overview
8 Chapter 1 Getting started
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Chapter 2

BCM 4.0 system overview

The Nortel Business Communications Manager Release 4.0 (BCM 4.0) brings the benefits introduced with the BCM50 to the BCM200/400 platform. These benefits include a Linux operating system (OS) which enhances product security and an improved operational cost model. The BCM 4.0 release also builds upon previous BCM releases to continue to deliver a global, industry leading enterprise solution for businesses of all types and sizes. These solution enhancements include improvements in IP telephony solutions, applications and new features.
The BCM200/400 OS moves to the Nortel Corporate Linux which provides a more secure environment, direct Nortel control over the operating system for fast issue resolution and BCM portfolio migration to Linux which aligns with BCM50. Software upgrades for the installed base, BCM200/400 and BCM1000, provide investment protection.
The new Element Manager support introduced with BCM50 provides improved system programming and installation time; as well as on-going management tasks. Common operational tasks such as performing backups and applying software updates will be easily handled with the optimized tools included with the Element Manager. As well, support for Startup Profile customizes the system level programming of the BCM200/400 as well as USB port support.
9
Enhancements to IP telephony include support for a new way of monitoring voice quality (PVQM), new IP sets, SIP interoperability and features, and voice quality improvement for low speed links (voice enabled WAN). These BCM VoIP improvements continue to allow BCM to offer industry leading converged solutions.
Application enhancements include as the introduction of Intelligent Contact Centre, an evolution of Call Centre with more granular agent and skillset selection, simplifying the product offering. The BCM voice mail solution (CallPilot) also receives a series of enhancements there by continuing to evolve this solution and its competitiveness.
BCM 4.0 excels in the areas of security, IP telephony, applications and Ad-Hoc conferencing. Security improvements align with those introduced with BCM50 which provides a major advance in the security paradigm for BCM. These improvements, along with the Linux operating system provide a more secure environment for BCM users.

BCM 4.0 capabilities

BCM 4.0 is the next major software release for the BCM200 and BCM400 systems as well as the installed base of BCM1000 systems. It provides an improved installation and operational cost model and is built upon a Linux operating system, aligning these products with the BCM50 product. The BCM 4.0 release also brings enhanced VoIP and application capabilities as well as the addition of ad-hoc conferencing to the BCM.
BCM 4.0 System Overview
10 Chapter 2 BCM 4.0 system overview
Following is a detailed description of each of the incremental capabilities that BCM 4.0 will bring to the BCM200/400 platform as well as to BCM1000 platform through software upgrades.
“Linux upgrade” on page 11 • Improves security and replaces WinNTe end-of-life
“Management upgrade” on page 14
“Proactive Voice Quality Monitoring” on page 15
“Ad-Hoc Conferencing” on page 15
“Meridian Customer-Defined Network Trunk Anti-Tromboning with integrated applications” on page 16
“Voice enabled WAN” on page 16
“Session-initiated protocol enhancements” on page 17
“Security enhancements” on page 17
• Reduces installation and operations costs associated with BCM with faster and easier programming, remote administration and simplified operations
• Provides ability for proactive identification of voice quality of experience (QoE) issues on a per-call basis
• Enables troubleshooting of voice quality issues on the LAN
• Allows ad-hoc conference users to bring in more participants as required and not be limited to three
• Optimizes network resource usage for call scenarios involving applications, such as Auto Attendant and voicemail
• Enables customers with low-speed links (PPP, FR) for data / voice to experience improved QoS for voice traffic
• Improves link utilization
• Enables greater application integration
• Enables H.323 users to migrate to SIP
• Provides increased security capabilities, addressing a major area of customer concern
• Provides ubiquitous capabilities across the BCM portfolio (enhancements introduced with BCM50 R1)
N0060607
“Terminal and mobility support” on page 20
“Global market” on page 21 • Multilingual voice prompts
“Intelligent Contact Centre” on page 31
“CallPilot/Voicemail enhancements” on page 30
• Expands the IP set portfolio to conference rooms
• Expands positioning of IP offering to those solutions requiring IP KEM sets
• second dial tone
• 12 digit support
• Ability to choose the number of agents and skillsets that a customer or customer site requires
• Fills the gap between Basic and Professional CC
• Increased number of greeting tables
• Expands set-based programming
• Mailbox restrictions
• Citrix support
• Additional languages
BCM 4.0 system overview Chapter 2 11
BCM 4.0 capability restrictions
The following items are no longer supported with BCM 4.0 software release:
Companion
• Keycodes will be unavailable with BCM 4.0 and sets will no longer work
• BCM3.7 introduces a new digital mobility solution which will be supported with BCM 4.0
• T7406 cordless phone and 802.11 WLAN IP phones continue to be supported
Matra DECT
• KIRK DECT is the digital mobility solution on BCM and is available with BCM 3.7 and supported with BCM 4.0
Symbol
• This product has not been available for order since May 2004
• Nortel WLAN Handsets 2210 and 2211 have been available since 2004. WLAN Handsets 2212 is now supported.
Miscellaneous Data Features
• PPTP functionality has been removed, although IP Sec will continue to be supported on BCM 4.0
• Though a BCM 3.x system may use the Nortel Optivity Policy Server to push networking policies to the BCM using COPS-PR, this functionality is unavailable in this release. Local policies must be established using the Element Manager.
• Voice Applications: Mailbox/Operator Manager
— As with BCM50 R1, Mailbox Manager and Operator Manager will be unavailable
with BCM 4.0.
Support for USB is being introduced with BCM 4.0 for loading startup profiles and software updates. Please be aware of the following limitations:
• BCM 4.0 adds support for USB port to BCM200/400
• BCM1000 USB continues to be unsupported
• BCM200/400 continues not to support UPS over USB

Linux upgrade

The WinNTe end-of-life drives the migration to a Linux-based operating system using Nortel Corporate Linux. This provides ownership of the operating system, strategic direction, and direct access to the operating system for fast issue resolution and ensuring an effective, long-term support strategy within Nortel.
For customers concerned about potential WinNTe security vulnerability and whose systems are accessible on a WAN or LAN, it is recommended you upgrade to BCM 4.0.
BCM 4.0 System Overview
12 Chapter 2 BCM 4.0 system overview
Nortel corporate Linux
The BCM portfolio is now built upon Nortel Corporate Linux, which was developed for the high reliability and secure carrier market. There have been no, significant Linux kernel issues in the two years of exposure for Nortel Corporate Linux on the Compact Call Server product.
The BCM 4.0 software release is an important part of the BCM portfolio evolution in 2006. A major part of this evolution includes a move to a more secure product on a Linux operating system. This portfolio evolution was first introduced with the first release of the BCM50 and continues for the BCM200/400 with the BCM 4.0 release.
BCM 4.0 will support the Linux operating system for the installed base of BCM200, BCM400 and BCM1000 platforms through a software upgrade. All new BCM200/400 shipments will be Linux
-based BCM 4.0 as of the General Availability of BCM 4.0 system.
Nortel Linux OS has been tailored for the BCM platforms by restricting and removing OS capabilities that are not required, providing a "hardening" of the OS. This hardening ensures that extraneous capabilities are not potentially available to hackers.
The advantages of BCM built upon Nortel Corporate Linux include an improved security environment, proven reliability, direct developer access to the operating system layer for fast issue resolution and Nortel ownership of the strategic direction providing effective, long term support.
Nortel provides the ability to upgrade a BCM200/400/1000 system to a Linux operating system with BCM 4.0, with the following key attributes:
• Upgrade supported from BCM3.6 or BCM3.7 without hardware changes
• Upgrade target operational time of less than 1.5 hours (BCM3.6 or BCM3.7 upgrade to BCM 4.0)
• Software-only upgrade; does not require hardware upgrade
• Preserves telephony data and voicemail programming data. Preservation is the goal, with maximum preservation of other data
• Automatic transfer of existing system keycode-enabled capabilities through the BCM4.0 upgrade keycode generation
• Clearly defined upgrade steps and back-out points, as in previous BCM releases
BCM 4.0 functionality and capability
BCM 4.0 upgrade will include functionality and capability equivalence or better to BCM3.7 in all major areas, including:
• Telephony capability set (including applications, core telephony, VoIP, terminals, IVR)
• Data functionality equivalence
• Equivalent global country and localization support
• Equivalent mobility and terminal support
• Equivalent data capability set
• Integrated management of voice and data capabilities
• Equivalent scalability to existing BCM3.7 scalability
• Equivalent connectivity and
• Terminals and mobility equivalency
• Single keycode generated for a release and site capability set
interoperability
N0060607
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