Avaya Business Communication Manager 5.0 Configuration manual

Nortel Business Communication Manager 5.0

Configuration — Devices

Release: 5.0 Document Revision: 02.04

NN40170-500

Document status: Standard Document issue: 02.04 Document date: August 2009 Product release: BCM 5.0 Job function: Configuration Type: Technical Publication Language type: English

NORTEL, the globemark design, and the NORTEL corporate logo are trademarks of Nortel Networks.

Contents 3

New in this release 11

Features 11

Introduction 13

Device configuration overview 15

Configuration methods 15 Dynamic Device Configuration for BCM450 16

Features and applications 16

System feature codes 17 Lines and numbers 17

Default memory button programming for sets 18

Telephony features 19 Call answer features 19

Call answer privacy features 21

Dynamic Device Configuration 11 Call logs 11 Find Me/Follow Me 11 Professional Call Recording 12

Applications overview 16

DN records parameters 17 Analog set customization 17 IP phone line configuration 18 Proactive Voice Quality Monitoring 18 Hot desking IP phone configuration 18

Rules of default button assignment 19

Handsfree and handsfree answerback 20 Call queuing 20 Directed pickup 20 Pickup groups 20 Trunk answer 20 Answer DNs 21

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

4 Contents

Automatic privacy enable 21 Do not disturb (DND) 21 Intrusion controls 21

Call hold features 21

Call hold 21 Automatic call hold (autohold) 22 Exclusive call hold 22

Parking and transferring calls 22

Call transfer 22 Line redirection 22 Call forward 23 Camp-on 23 Call park 23 Callback 23 Call sharing, call park, and SWCA buttons 24

Call information 24

Call display information 24 Call duration timer 24 Time and date display 24 Malicious caller ID (MCID) 24 Call log 25 LogIt 25

Feature configuration: calling features 25

Set-to-set messaging 25 Set-to-set display messaging 25 Paging and paging constraints 25 Button programming 26

Special features for sets 26

Hotline telephone 26 Control telephone 26 Supervisor telephone 26 Central answering position 27

System-Wide Call Appearance 29

SWCA overview 29 Use of Hold with SWCA keys 30 Temporarily parked calls 30 Key availability and programming 31 SWCA-feature interaction 31 Timed out SWCA calls 31 Outbound calls 31 SWCA and auto hold 31 SWCA and call transfers 31 SWCA and conference calls 31

Set Template Programming 32

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Contents 5

Set template administration 32 Template-to-set assignment 33 Template import and export capability 34 Set template creation 34 Set association 35 Voice mailbox setup 35 Set and line renumbering 35

System parameter configuration 37

Accessing system identification 37 Setting date and time 38 Synchronize system with an NTP Server or trunk 39 Setting clock control to local system 40 System scheduled services 40

Configuring schedule name and timers 40

Configuring scheduled service 42

Basic parameters for analog sets and devices configuration 45

Configuring analog telephones 46 Assigning a line to an analog telephone 47

Adding line assignments and line pools for analog telephones 48

Configuring set capabilities and user preferences for analog telephones 49

Configuring telephone capabilities for analog telephones 49

Programming outgoing call restrictions for analog telephones 51

Setting restriction filters for analog telephones 51

Setting line/set restrictions for analog telephones 52 Assigning pause for external dialing for analog devices 52

Basic parameters for digital sets configuration 55

Configuring digital telephones using the DN panels 56

Assigning a line to a digital telephone 56

Adding line assignments and line pools to digital telephones 58

Configuring set capabilities and preferences for digital sets 59

Configuring digital telephone capabilities 61

Configuring preferences for a digital telephone 63

Programming digital telephone memory buttons 63

Programming user speed dials for digital telephones 65

Programming outgoing call restrictions for digital telephones 65

Setting restriction filters for digital telephones 66

Setting line/set restrictions for digital telephones 66

IP phone configuration 67

Configuring IP telephones 68 Assigning a line to an IP telephone 68 Adding line assignments and line pools to IP telephones 69 Configuring set capabilities and preferences for IP sets 70

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

6 Contents

Configuring IP telephone capabilities 71 Configuring preferences for an IP telephone 72

Telephone relocation 75

Digital telephone relocation 75 Keeping an IP telephone active 76 IP telephone relocation without changing the DN 76 IP telephone relocation with a changed DN 76

Central answering positions configuration 79

Configuring CAP assignments (eCAPs) 79

Creating CAP stations 79 Programming CAP/KIM buttons 80

Programming module buttons 80

Hunt Group configuration 81

Configuring Hunt Group general settings 81 Adding members to Hunt Groups 85 Deleting members from Hunt Groups 85 Changing order of members in Hunt Groups 86 Assigning lines to Hunt Groups 86 Deleting lines from Hunt Groups 87

External Hunt Group calls monitoring 89

Using a silent monitor 89

Hospitality system configuration 91

Setting up a hospitality system 91 Assigning a room to a set 92 Deleting a room assignment from a set 92 Setting call restrictions (by room) 93 Programming wake-up services (by room) 93

Global VoIP features 95

Setting up feature access 95

Configuring IP features list 95

Accessing features through Services button 96

Defining a key label for a feature 96 Using the Hot desking feature 97

Setting up a password for Hot desking 97

Resetting the Hot desking password 98

Diverting an IP phone configuration 98

Cancelling Hot desking from the diverted phone 99

Cancelling Hot desking from the target phone 99 Configuring a new time zone on a remote IP phone 99 Downloading firmware 100

Forcing firmware download to a Nortel IP phone 100

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Contents 7

Telephony features configuration 103

Telephony features configuration procedures 103

Configuring telephony features navigation 103

Adjusting contrast through Element Manager 104

Adjusting contrast through the telephone set 104

Adjusting contrast through the telset interface 104

Configuring the call dialing method through Element Manager 105

Configuring the call dialing method through the telephone set 105

Configuring the call dialing method through the telset interface 106

Configuring the language in the display through Element Manager 106

Configuring the language in the display through the telephone set 107

Adjusting the receiver volume through Element Manager 107

Adjusting the receiver volume through the telephone set 107 Configuring the auxiliary ringer (option) 108

Enabling and disabling the auxiliary ringer for lines 108

Enabling and disabling the auxiliary ringer for telephones 108

Enabling and disabling the auxiliary ringer for ring groups 108

Enabling and disabling the auxiliary ringer for hunt groups 109

Set access to call answer features configuration 111

Configuring for calls direct to set 112

Configuring handsfree and handsfree answerback 112 Configuring for calls not direct to set 113

Configuring call queuing 113

Configuring Directed Pickup 113

Adding a set to a pickup group 114 Configuring for answering any call 114

Assigning a set to a ring group 114

Creating a ring group schedule 115

Configuring ring group line settings 115

Blocking set access to trunk answer 117 Configuring answer DNs 117

Defining which calls must alert answer DNs 117

Assigning an answer DN to a set 118 Configuring privacy 118

Allowing do not disturb on a set 119

Blocking set access to the DND feature 119

Configuring privacy for a physical line 119

Programming a line to automatically enable privacy 120 Intrusion controls configuration 120

Configuring intrusion controls 120 Configuring call hold 121

Configuring full autohold on a line 121

Configuring autohold on a set 121

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

8 Contents

Configuring call transfer 122

Configuring transfer of unanswered calls 122

Configuring Callback 122 Configuring call redirect 123

Allowing call redirect 123

Programming call redirection on a line 124

Adjusting the call redirect tone 124 Configuring call forward 124

Configuring forwarding of unanswered calls 125

Blocking set access to call forwarding 125 Configuring the call camp-on timer 125 Configuring call park 126 Setting up the call park access code 126 Setting up park timeout 127 Determining call park code assignment sequence 127 Sharing calls by parking on SWCA buttons 127 Allowing Malicious Caller ID (ETSI ISDN) 131 Configuring call logs 132

Resetting the call log space 132

Setting call log options 133

Resetting call log password 134

Set access to calling feature programming 137

Blocking user access to feature programming 137

Blocking set-level access to feature programming 137 Configuring call privacy 138

Protecting privacy of outgoing calls 138 Configuring call process on busy signal 138

Configuring priority calling 138

Activating and cancelling ring again 139 Configuring voice paging 139

Configuring system-level parameters for paging 140

Configuring set-level parameters for paging 140

Configuring auto-hold on incoming pages 141 Allowing dialing shortcuts 141

Allowing last number redial 142

Allowing saved number redial 142

Allowing auto-dial 143

Programming speed dials in the DN record 143

Programming user speed dials at the set 144

Blocking set-level access to button programming 145

BCM 5.0 devices special features configuration 147

Configuring a hotline telephone 147 Assigning a pause for external dialing 148

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Contents 9

Configuring a control telephone 149 Assigning a supervisor telephone 150 Configuring silent monitoring 150 Configuring a prime line 151 Configuring a direct dial telephone 152 Configuring access to a direct dial telephone 153

System-wide call appearance configuration 155

Adding SWCA keys to your telephone 155 Assigning a received call to a SWCA key 156 Retrieving a call from a SWCA key 157 Conferencing a call parked on a SWCA key 157

Set template creation and export 159

New set template creation 161

Launching the set template screen 163 Creating a new set template 163 Creating a set template from a set 166

Procedure steps 166 Adding models to a template 167 Setting model-specific button data 168 Assigning a template to sets 169

Set Template export and import 171

Exporting a template to a file 172 Importing a template from a file 173

Set template access 175

Copying a template from a backup 176

Set template access and modification 179

Set template modification 181

Modifying the sets associated with a template 183 Modifying the models associated with a template 189

Procedure steps 189 Deleting a template or set model 190

Procedure steps 190

Line and set parameter renumbering 191

Renumbering set parameters 192 Renumbering line parameters 193

Voice mailbox set up 195

Creating a voice mailbox 196 Editing a voice mailbox 197 Removing a voice mailbox 200

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

10 Contents

DMC feature list arrangement 201

Common procedures 203

Copying telephone configurations 203

Renumbering DNs 204

Recording and reporting alarm codes 204

General features 207

Features: by name and activation code 207 Button programming feature 211

Lines and DN reference 217

DN answer key levels 217 Embark validation error messages for DPNSS (UK) 218 SWCA line relabeling examples 218

Feature references 221

External call codes and definitions 221 Hunt group feature operation 223 Feature Settings panel 224

DN records panes 229

Main pane tab: common fields 230 Line Access tab 231 Line Assignment tab 233 Line Pool Access tab 235 Answer DNs tab 236 MeetMe Conferencing tab 237 Capabilities and Preferences main tab 238 Capabilities tab 239 SWCA Call Group tab 242 Preferences tab 243 ATA Settings tab 246 IP Terminal Details tab 247 Button Programming table 248 Button Programming tab 248 User Speed dial tab 251 Restrictions main tab 252 Set Restrictions tab 253 Line/Set Restrictions tab 254

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

New in this release

The information in this document applies to both the BCM50 and the BCM450 platforms running BCM 5.0.

Features

See the following sections for information found in this document.

Dynamic Device Configuration

Although Dynamic Device Configuration is not available for BCM50 Release

5.0, the Telephony Resources screen has been aligned with the BCM450 version. For more information about Dynamic Device Configuration, see

Dynamic Device Configuration for BCM450 (page 16).

Call logs

The number of spaces for call logs has been increased to 1000 for BCM50 systems, and to 3000 for BCM450 systems. For more information about configuring call logs, see Configuring call logs (page 132). For more information about increased scalability options for BCM50 and BCM450 systems with Release 5.0, see Nortel Business Communications Manager 5.0

Configuration—System (NN40170-501), or Nortel Business Communications Manager 5.0 System Overview (NN40170-103).

Find Me/Follow Me

Find Me/Follow Me allows simultaneous ringing of up to five different external destinations. Users and administrators can configure these destination numbers. You can configure Find Me/Follow Me based on the time and day by configuring schedules. Using Find Me/Follow Me, you can pick up a call either at your primary extension (your desk phone for example) or at one of the five external destinations, such as a cell phone, your home phone, or another phone. When you answer the call at one destination the other alerting calls are disconnected. By doing this, the Find Me/Follow Me feature reduces the chance of missed calls. You can then transfer the answered call back and forth between your desk phone and other devices in your list of Find Me/Follow Me external destinations. For more information about configuring Find Me/Follow

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

12 New in this release

Me, see Nortel Business Communications Manager Find Me/Follow Me

Administration Guide (40010-678) and Nortel Business Communications Manager User Guide (NN40010-118).

Professional Call Recording

The professional call recording feature records a call from the time that you request to record the call until the call ends. The feature supports recording a conference call hosted or joined by a DN. For more information about Professional Call Recording, see Nortel Busines Communications Manager

5.0 Configuration—Telephony (NN40170-502), and Nortel Business Communications Manager 5.0 Planning and Engineering (NN40170-200).

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Introduction

The information in this section applies to both the BCM50 and the BCM450 platforms running BCM 5.0.

This guide describes how to configure and assign features to Nortel Business Communications Manager (BCM) 5.0 telephony devices through Telset and through Element Manager.

The concepts, operations, and tasks described in this guide relate to the BCM

5.0 software. This guide provides task-based information about how to assign features and provide basic programming for the Business Communications Manager.

Use Element Manager, Startup Profile, and Telset Administration to configure various BCM parameters.

In brief, the information in this guide explains:

• global telephony settings

• steps to configure DNs

• product features and how to assign them

The BCM 5.0 system provides private network and telephony management capability to small and medium-sized businesses.

Navigation

• Device configuration overview (page 15)

• System parameter configuration (page 37)

• Central answering positions configuration (page 79)

• External Hunt Group calls monitoring (page 89)

• Hospitality system configuration (page 91)

• Basic parameters for analog sets and devices configuration (page 45)

• Basic parameters for digital sets configuration (page 55)

• IP phone configuration (page 67)

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

14 Introduction

• Telephone relocation (page 75)

• Global VoIP features (page 95)

• Telephony features configuration (page 103)

• Set access to call answer features configuration (page 111)

• Set access to calling feature programming (page 137)

• BCM 5.0 devices special features configuration (page 147)

• System-wide call appearance configuration (page 155)

• Set template creation and export (page 159)

• New set template creation (page 161)

• Set Template export and import (page 171)

• Set template access and modification (page 179)

• Set template access (page 175)

• Set template modification (page 181)

• Line and set parameter renumbering (page 191)

• Voice mailbox set up (page 195)

• DMC feature list arrangement (page 201)

• Common procedures (page 203)

• General features (page 207)

• Lines and DN reference (page 217)

• Feature references (page 221)

• DN records panes (page 229)

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Device configuration overview

The information in this section applies to both the BCM50 and the BCM450 platforms running BCM 5.0.

This section gives an overview about configuring and assigning features to telephony devices through Telset and through Element Manager.

Navigation

• Dynamic Device Configuration for BCM450 (page 16)

• Features and applications (page 16)

• System feature codes (page 17)

• Lines and numbers (page 17)

• Default memory button programming for sets (page 18)

• Telephony features (page 19)

• Call answer features (page 19)

• Call answer privacy features (page 21)

• Call hold features (page 21)

• Parking and transferring calls (page 22)

• Call information (page 24)

• Feature configuration: calling features (page 25)

• Special features for sets (page 26)

• System-Wide Call Appearance (page 29)

• Set Template Programming (page 32)

Configuration methods

You can configure devices through Business Element Manager in different ways. Two of the device configuration methods are Dynamic Device Configuration (DDC) and Set Template Programming.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

16 Device configuration overview

Dynamic Device Configuration for BCM450

Attention: Dynamic Device Configuration method is applicable only to

BCM450.

The BCM450 locates and assigns DNs and line numbers dynamically, as required, until either all hardware administered to a system is populated with the necessary DNs and line numbers or the system reaches maximum capacity. When you install a telephony device or hardware component BCM450, it must be configured to assign the necessary DNs/Lines and associated resources to make that device operational. Assigning DNs on an as-needed basis provides much more flexibility for configuring access/linepool/routing codes.

With DDC, the Location of a device is independent of the Bus value associated with a device. In Element Manager devices are not indexed by Bus. They are listed and indexed by a Location. For example, an MBM in Location “Main MBM 1” may get assigned Bus 10 in one configuration, but subsequent changes to the configuration may result in “Main MBM 1” being assigned Bus 11 (or any other valid Bus value). The Bus assigned to a device is now one of several resources that a device receives during configuration to become operational.

While BCM50 does not support DDC, the Telephony Resources screen has a similar look and feel to the BCM450 version. Since MBM DIP switches are always set to the On position, there is no DIP switch column on the BCM50 screen, and the totals of each resource type are fixed (for example, 32 IP Sets, 64 Appl DNs, and so on). The Configure and Deconfigure buttons are not present on the BCM50 screen.

Features and applications

BCM supports the complete range of IP telephony features offered by existing BCM products as well as many applications provided on the existing BCM platforms.

Applications overview

BCM 5.0 supports the following applications

• Voice Messaging for standard voice mail and auto-attendant features

• Unified Messaging providing integrated voice mail management between

voice mail and common e-mail applications

• Fax Suite providing support for attached analog fax devices

• Voice Networking features

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

• LAN (computer telephony engine) CTE

•IP Music

• Intelligent Contact Center

• Meet Me Conferencing

• Find Me/Follow Me

• InTouch

• Professional Call Recording

System feature codes

The BCM 5.0 provides a complete list of the feature codes that can be accessed from digital and IP telephones. For more information about feature codes see, Features: by name and activation code (page 207).

Button programming feature (page 211) provides a list of the features that are

programmable under the DN record Button Programming heading.

Lines and numbers

Lines are the channels that carry telephony signals into the system, within the system, and out of the system. A line can be assigned to a DN.

Device configuration overview 17

DN records parameters

The DN record defines the specific function of each telephone within the system.

The following paths indicate where to access DN record parameters in Element Manager and through Telset Administration:

• Element Manager: Configuration > Telephony > Sets > All DNs

• Telset interface: **CONFIG>Terminals and Sets

Other areas of programming that affect how each telephone functions include:

• system settings

• telephone model

The DN records panel is a multilayered panel with multiple tabs. Although all panels show up for all models, not all models require configuration for all panels.

Analog set customization

Analog telephones and devices have a limited feature set. They do not have programmable buttons, access to remote voice mail systems, or user preferences. These telephones also do not support Answer DNs.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

18 Device configuration overview

As well, specific ATA settings are required. These settings depend on how the telephone is connected to the system (ASM, ASM8+, or ATA).

IP phone line configuration

IP telephones have a very similar DN configuration to digital telephones.

There are several models of i-series telephones, and each telephone has a different number of programmable buttons. Refer to the Nortel i-series telephone user cards for details.

Proactive Voice Quality Monitoring

The following path indicates where to set PVQM thresholds in Element Manager:

• Element Manager: Administration > Telephony Metrics > PVQM >

Threshold Settings Panel

PVQM monitors and reports on call quality in process, not just after the end of the call. This enables more timely and accurate resolution of potential call quality problems, especially on more lengthy calls. A call quality threshold is set so that an exception is reported if the quality drops below a configurable value.

PVQM is fully supported on 1210, 1220, 1230, 1110, 1120E, and 1140E IP phones and on Phase 2 of the 2000 series IP sets. Phase 1 of the 2000 series IP sets support only the following PVQM metrics: packet loss, inter arrival jitter, and round trip delay.

Hot desking IP phone configuration

You can transfer your IP telephony configuration temporarily from one IP telephone to another using the Hot desking feature. This feature is described in detail in the Telephone Features User Guide (NN40020-100). You use FEATURE *999 to enter the feature. To perform Hot desking, you are prompted for a password, which is specified at the telephone, before you can complete the task.

Default memory button programming for sets

Button programming allows you to program the buttons on a telephone with internal and external autodialers, and with programmed feature keys. Assigned line, Hunt group designator, answer DNs buttons, intercom buttons, and handsfree buttons cannot be changed through button programming. These latter features appear in read-only format on the Button Programming table. During startup, the installer chooses one of the available telephony template (PBX or DID). Each profile has a default features set that assigns automatically to the programmable buttons on telephones plugged into the system, unless you configure different settings in the DN record.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Rules of default button assignment

The following are the rules of default button assignment:

• Line and intercom buttons assigned by default templates can be changed

in programming.

• Handsfree and Answer DN buttons are not assigned by default. When

these features are programmed, however, they are automatically assigned to specific buttons.

• Telephones can have a maximum of eight intercom buttons. When Answer

DNs are assigned, they appear above the handsfree button, if there is one, at the bottom right-hand corner on the telephone. The model 7000 and 7100 digital phones and analog telephones are automatically assigned two intercom lines.

• Default line button assignment starts on or near the top of the left column,

and descends.

• Default button programming does not necessarily provide default line

assignments.

• Line assignments can be moved by the user to more convenient buttons.

Device configuration overview 19

Telephony features

Feature programming has two aspects. Some features are set for all telephones and devices, and some features are set on an individual basis in the DN record. These features are available only on digital and IP telephones. You can block the user from using these feature keys by setting the set lock for the telephone to Partial or Full (Configuration > Telephony > Sets >

Active Sets > Restrictions tab > Set Lock drop-down list).

Call answer features

If a call comes into a designated line button, you press that button to answer the call. (This feature is not available on all telephones.)

If there are no line buttons on your telephone, or the call rings but no line buttons light up, choose one of three ways to answer a call at your telephone:

• lift the receiver.

• press the Handsfree button and speak through the external speaker.

• answer through a headset.

Calls can also have special ring tones, depending on distinctive ring values for the lines and the telephone.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

20 Device configuration overview

Handsfree and handsfree answerback

Enable Handsfree (HF) to use the telephone speakers or a headset. Enable HF answerback to allow users to answer a call without lifting the handset, or to use a headset.

This feature is set on a per-telephone basis through Element Manager.

The handsfree and handsfree answerback feature is not available on telephones with no speakerphone capability (2001, 7000, 7100).

Call queuing

This feature allows you to answer the next incoming call on your telephone, based on call priority. Call priority is based on waiting time. The caller that has waited the longest is answered first.

To use call queuing: Press FEATURE 801.

Directed pickup

This feature allows a user to answer any ringing telephone in the system.

Enter FEATURE 76, and the DN of a ringing telephone, to answer any telephone in the system.

By default, this feature is enabled.

To disable the feature, in Element Manager (Configuration > Telephony > Global Settings > Feature Settings), clear the check box.

Pickup groups

This feature allows the user to answer calls on another telephone in the same pickup group.

Enter FEATURE 75. The external call that has been ringing the longest is answered first.

Trunk answer

This feature is only active when a ringing service schedule is running. It allows a user to answer a ringing call in any area in the system, from any telephone in the system. The line being answered does not have to appear, or ring, at the telephone being used to answer the call.

Press FEATURE 800.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Answer DNs

Program a telephone to provide automatic call alerting and call answering for other telephones in the system. The DNs of the other telephones are referred to as Answer DNs.

Call answer privacy features

To maintain your privacy, or if you do not want to be disturbed, you can choose not to answer a call, or you can use one of the features described below. If you choose not to answer the call, the Delayed ring transfer setting determines how many rings occur before the call is transferred to the prime telephone. (Configuration > Telephony > Global Settings > Feature Settings).

Automatic privacy enable

When you have lines assigned to more than one telephone, anyone with the line appearance can answer a call, or join a call in progress. To provide exclusive access for a user, you can program privacy on a line, in which case, only one person at a time can use the line. (This does not apply to target lines.)

You can program some lines to make a call private automatically.

Device configuration overview 21

Do not disturb (DND)

Forward your calls to a designated prime telephone, when there is no other telephone assigned with the line. An internal caller receives a display indicating that the telephone has Do Not Disturb active. They can either call back, or use the Priority call feature to override the feature.

Intrusion controls

If your system is part of a private network that uses the Meridian call attendant on a centralized voice mail system, the attendant can use the break-in feature to interrupt a call, regardless of any other settings on your line. The exception is if you have a higher intrusion priority than the attendant. If this is the situation, the attendant is forced to camp the call at your telephone, or redirect the call elsewhere in the system.

This feature is set on a per-telephone basis.

Call hold features

After you answer a call, you can transfer the call, look up some information, or answer another call. Use the Hold feature to place a call on hold.

Call hold

Place a call on hold by pressing HOLD.

If you have system wide call appearance (SWCA) keys defined, this can also place the call on a SWCA key, and allow others to answer the call. Refer to the SWCA section for more details.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

22 Device configuration overview

To retrieve the call, press the held line button, or press the Hold button a second time if there is no line button.

There is no system programming for this feature: it is always active if the telephone has a Hold button.

Automatic call hold (autohold)

A line or the telephone can be programmed to automatically place an active call on hold while answering another call, or placing a call.

Model 7100 and 7000 telephones, which do not have line keys, also use the HOLD key to toggle between active calls.

FEATURE 73 activates this feature. FEATURE #73 cancels the feature.

Exclusive call hold

You can put a call on Exclusive Hold so that the calls can be retrieved only at your telephone.

Parking and transferring calls

Calls coming in can be transferred after they are answered, or automatically transferred if they are not answered at the target telephone.

Call transfer

When you answer a call, you can transfer the call either to a telephone within the system, or to a telephone external to the system, such as a receptionist on another system in a private network.

Telephones which do not use call forward to a voice mail system, can be programmed to forward unanswered external calls to a designated prime telephone.

You may not be able to transfer a call on an external line to an external telephone, depending on the capabilities of the lines.

Line redirection

When you answer a call, you can redirect the line to an external number. When redirected, all incoming calls on that line are directed to the external number. You can configure a tone to sound on your telephone when a redirection occurs.

Lines can also be redirected through system programming. In this case, redirection can be removed only through system programming.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Call forward

You can set up a telephone to send calls to another telephone automatically, or to a voice mailbox if the telephone is not answered, or if it rings busy. This feature can be programmed from the system for each telephone, as well as at the telephone.

Call forward to GATI and GATM trunks from an external node is not supported in Poland, Ireland, Australia, UK, or New Zealand market profiles.

Camp-on

Use this feature to reroute an answered call to another telephone, and to park the call at the other telephone if all lines to the telephone are busy. The target telephone displays a message, indicating a camped call, and a tone occurs. When a line becomes available, the call is uncamped and transferred to the available line.

Centralized voice mail, Meridian: If your system is part of a private network that uses the Meridian call attendant as part of a centralized voice mail system, the attendant can use camp-on to camp a call on any telephone in any system on the network.

Device configuration overview 23

Call park

You can park a call on the system that can be accessed from any telephone on the system.

Calls are parked on a three-digit park code. The first digit of the code is a system access code. The last two digits range from 01 to 25. (FEATURE 74)

You can also set a delay period for when the call returns to the telephone from which it was parked; under Configuration > Telephony > Global Settings > Feature Settings. You can also determine the order used to assign the codes (Park mode).

Callback

When you direct an answered call to another telephone, the system monitors the call to ensure it is answered. If no one answers the call within a set length of time, the system returns the call to you.

To set the number of rings before the call is transferred back:

Click Configuration > Telephony > Global Settings > Feature Settings, in the Timers subpanel, select the number of rings from the Transfer callback timeout drop-down list.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

24 Device configuration overview

Call sharing, call park, and SWCA buttons

System wide call appearance (SWCA) keys allow you to control call park and retrieval features on any type of line across the local system. These features expand the BCM call park and call retrieve features by providing visual indications of the status of any call parked on an SWCA button with indicators. The calls can also be controlled by directly entering the SWCA feature codes.

You can use SWCA programming to define logical groups of telephones. Each group can be assigned a set of the SWCA codes, which allows them to pass calls within the group. Each telephone in the group also displays the current status of the call, so users can determine which calls are being handled.

Call information

You can view, or track, call information using these features:

• Malicious caller ID (MCID) (page 24)

• Call log (page 25)

Call display information

If the telephone is programmed to allow CLID, the telephone displays the name, number, or line name of a ringing or active call. If the call is redirected, you can view redirection information.

Call duration timer

Briefly displays the approximate length of your current or most recent call.

Activate feature: FEATURE 77

Time and date display

Static display changes the first line of the display to show the current time and date (based on system time).

• Activate feature: FEATURE 806.

• Cancel feature: FEATURE #806

Active call display briefly displays the time and date.

• Activate feature: FEATURE 803.

Malicious caller ID (MCID)

This feature records caller information at the central office for the last external call on the active ETSI ISDN line. This feature must be available from your service provider before you can activate it in your system.

If this service is active on the line, you must press FEATURE 897 within 30 seconds after a caller hangs up, and before you hang up.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Enabling the feature on the system:

Configuration > Telephony > Dialing Plan > Private Network > ETSI > MCID

Call log

If your system has the appropriate equipment, and you subscribe to the call information feature supplied by your service provider, you can record information about calls received on an external line. The line does not need to be assigned to the telephone that receives the call in order for the information to be logged, nor does an assigned line need to be a ringing line to log a call. ISDN service packages that come with calling line identification (CLID) can supply the same feature.

LogIt

Store caller information for your current call in your Call Log.

Activate feature: FEATURE 813

Feature configuration: calling features

Use the following features to configure the system and to place outgoing calls.

Device configuration overview 25

Set-to-set messaging

The message feature is a standard system feature and has no specific programming. However, some telephones and remote voice mail systems can require programming to ensure that message waiting indicators (MWI) perform as expected.

The Messages feature uses a message waiting list to keep a record of your internal messages and your (external) voice mail messages. To keep a record of external voice mail messages, you must have access to an external Voice Messaging service with visual message waiting indication and a BCM digital telephone.

Set-to-set display messaging

This feature allows you to leave a message on the display of another telephone in your system, or to analog telephones connected to an Analog Station Module (ASM/ASM8+). The Messages feature indicates if you have any messages waiting.

Paging and paging constraints

If you are unable to reach a person by telephone, or you want to deliver the same message to more than one person, use the page feature.

This feature allows you to make page announcements in various ways, depending on the audience you are trying to reach.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

26 Device configuration overview

Button programming

The Button Programming and CAP/KIM Button Programming tab panels allow you to program the buttons on a telephone with internal and external autodialers, and with programmed feature keys.

You also can use these panels to remove programming from a button, making it blank.

Assigned lines, Hunt group designators, Answer DNs buttons, Intercom buttons, and Handsfree buttons cannot be changed through these panels. They appear in read-only format.

Special features for sets

You can program telephones and devices to perform specific feature services, such as dialing an emergency number as soon as the handset is picked up, or acting as the control set for the system schedules.

Hotline telephone

You can define a telephone that automatically dials an emergency or direct number when the handset is lifted.

Hotline telephone setup

Configuration > Telephony > Sets > Active Sets > Capabilities and Preferences tab > Preferences - bottom tab

Control telephone

The control telephone allows you to control other telephones in the system by turning service schedules off and on.

Control telephone setup

You can define a control set for lines, individual telephones, and for hunt groups.

Configuration > Telephony > Lines > Active Physical Lines > Control Set column

Configuration > Telephony > Sets > Active Sets > Capabilities and Preferences tab

Supervisor telephone

The silent monitoring feature enables specified two-line display telephones to be used to monitor Hunt group and Contact Center operators. You can specify whether the system sounds a tone before breaking into a call or whether the break-in is silent. Display prompts on the supervisor telephone allows the supervisor to unmute or move from user to user.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Supervisor telephone overview

The following path indicates where to set up silent monitoring parameters in Element Manager:

Element Manager: Configuration > Telephony > Global Settings >

Advanced Feature Settings

Silent monitoring

The features in this dialog box provide the parameters that determine how you can use supervisor terminals on your system to monitor Hunt group members.

Hospitality services phones

Use the Hospitality panels to set up room telephones, and determine how they function. Once the system is set up, you can change settings through the telephone using the Desk password. Service personnel change the service state of the room using the Room condition password (optional).

Central answering position

A CAP (Central Answering Position) station acts as a central answering and monitoring point for a group or a business.

Device configuration overview 27

CAPs become enhanced CAPs (eCAPs) when you identify the telephone DN under the CAP/KIM assignment. You can configure a maximum of 12 CAPs as eCAPs on the system.

All CAPs can be programmed with quick dial numbers that allow the person at this station to monitor and answer call traffic into the group. If you program the CAP to be an eCAP, lines, hunt group appearances, and line appearances can also be moved to the module.

Central answering position overview

The following paths indicate where to set up a CAP in Element Manager and through Telset Administration:

• Element Manager: Configuration > Telephony > Global Settings >

CAP Assignment

• Telset interface: **CONFIG > System prgrming > CAP/KIM assgn

Prime line

The prime line is the DN that the line rings when the system cannot ring the intended DN.

Configuration > Telephony > Sets > All DNs > Capabilities and Preferences

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

28 Device configuration overview

Direct dial telephone feature

The direct dial telephone is the telephone that system users can dial with one digit, the direct dial access code. A receptionist telephone is one example of this. This telephone is usually the control telephone for system scheduling. You can create up to five direct dial telephones. However, they all respond to the same direct dial access code.

Programming

Configuration > Telephony > Dialing Plan > General

Configuration > Telephony > Sets > All DNs > Capabilities and Preferences > Capabilities

Extra direct dial set: Configuration > Telephony > Scheduled Services

Enhanced CAP station

Central answering position (CAP station): A CAP can consist of a 7316E digital phone plus one to four eKIMs (key indicator modules), or one to nine OKIMs. When the CAP is assigned under CAP/KIM assignment in the system, the CAP becomes an enhanced CAP (eCAP), and the modules become known as eKIMs. The system supports a maximum of 12 eCAPs.

eCAPs can:

• monitor system telephone status.

• answer external calls on line buttons.

• monitor Hunt group appearances.

• support multiple appearances of a target line.

• answer external calls on up to 112 lines on a KIM (120 lines on a legacy

CAP), and extend calls to other BCM telephones.

• provide extra memory buttons for the 7316E digital phones.

Telephones with KIMs that are not configured in system programming allow only memory button programming on the modules. In this case, the KIM is known as an OKIM (ordinary KIM). There is no specific limit for the number of CAPs using OKIMs for the system, except from a call processing point of view.

Legacy CAP: A 7324(N) plus one or two CAP(N)s (Central Answer Position modules)

Hunt groups

The Hunt Groups panel allows you to set up call groups that are assigned a common hunt group.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Device configuration overview 29

Use this feature to group your Contact Center operators so you can target specific types of calls to specific groups. As well, you can define how calls enter the group, so you can control workload based on operator requirements. For more information, see Hunt group feature operation (page 223).

The following paths indicate where to configure hunt groups in Element Manager and through

Telset Administration:

• Element Manager: Configuration > Telephony > Hunt Groups

• Telset interface: **CONFIG > System prgrming > Hunt GroupsDN for

incoming calls. The calls then are distributed to the member telephones.

Ring groups

If you set up call scheduling on the system, you can define groups of telephones into ring groups. This allows you to specify schedules where Trunk Answer can be used within the ring group to answer incoming calls, even on telephones that do not have that line specifically assigned. You can also define a second direct dial set for a ringing group.

Ring groups and Contact Centers

Refer to the Contact Center documentation for information about setting up this feature.

System-Wide Call Appearance

The System-Wide Call Appearance (SWCA) feature enables you to park incoming and outgoing calls on your BCM and, at the same time, provides call appearance to a group of telephones. Using this feature frees the line used by the call, and enables another user to pick up the call at any telephone that has been assigned the same SWCA keys.

Attention: Your telephone must have a free intercom key to pick up SWCA calls.

SWCA overview

Labelling your telephone keys provides identification about which code is applied to which key. (See diagram below.)

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

30 Device configuration overview

Assigning SWCA keys

Line 1

Line 2

SWCA1

SWCA2

SWCA3

SWCA4

SWCA5

SWCA6

Intercom

If possible, assign the same set of buttons to the same SWCA user codes for all telephones in the call group. You can use any name for the keys, but a reference to the SWCA code saved on the key is useful.

Indicate the label for your SWCA keys

Telephone key

SWCA code

FEATURE *521

FEATURE *522

FEATURE *523

FEATURE *524

FEATURE *525

FEATURE *526

FEATURE *527

FEATURE *528

FEATURE *529

Use of Hold with SWCA keys

If a call does not automatically park on a SWCA key when you press HOLD, it means the call is parked only on your telephone on the line on which the call entered. To make the call available to the group, you must unhold the call (press HOLD), then press a free SWCA key. The call is parked on that SWCA key and the line on which the call entered becomes free.

Temporarily parked calls

someone picks up the call. In this case, if the person who answered the call wants to repark the call, they must use one of the manual methods described above to repark the call on a free SWCA key.

The system can be configured to retain the call on the same SWCA key for the duration of the call, which is the period until someone hangs up, regardless of how many times the call is answered and reparked.

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

+ 228 hidden pages