Avaya SCS Business Communication Manager User Manual

Solution Integration Guide for SCS /

Business Communication Manager

2009-00002304

LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, and Windows are trademarks of Microsoft Corporation. All other trademarks are the property of their respective owners. Sourced in Canada

Solution Integration Guide SCS / BCM

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Solution Integration Guide SCS / BCM

TABLE OF CONTENTS..........................................................................................................................................................3

1.0 INTRODUCTION...............................................................................................................................................................4

1.1 PARTNER QUESTIONS.........................................................................................................................................................4

1.2 TROUBLE REPORTING ........................................................................................................................................................4

1.3 DOCUMENT CHANGE HISTORY ..........................................................................................................................................4

1.4 DOCUMENT FEEDBACK......................................................................................................................................................4

2.0 SPECIAL NOTES ...............................................................................................................................................................5

3.0 OVERVIEW.........................................................................................................................................................................6

3.1 CAPABILITIES.....................................................................................................................................................................6

3.1.1 BCM as PSTN Gateway ............................................................................................................................................6

3.1.2 BCM as Peer.............................................................................................................................................................6

3.2 LIMITATIONS: ....................................................................................................................................................................7

3.3 NETWORK DIAGRAM .........................................................................................................................................................7

3.3.1 BCM as PSTN Gateway ............................................................................................................................................7

3.3.2 BCM as Peer.............................................................................................................................................................8

4.0 CONFIGURATION GUIDE...............................................................................................................................................9

4.1 SCS SOFTWARE VERSIONS ................................................................................................................................................9

4.2 BCM SOFTWARE VERSIONS ..............................................................................................................................................9

4.3 BCM AS PSTN GATEWAY.................................................................................................................................................9

4.3.1 SCS Configuration.....................................................................................................................................................9

4.3.2 BCM Configuration.................................................................................................................................................12

4.4 BCM AS PEER..................................................................................................................................................................17

4.4.1 SCS Configuration...................................................................................................................................................17

4.4.2 BCM Configuration.................................................................................................................................................19

REFERENCES ........................................................................................................................................................................24

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Solution Integration Guide SCS / BCM

1.0 Introduction

This document does not describe procedures to configure the SCS or BCM for advanced functionality. For more information and procedures, please refer to the Nortel technical documentation found on the Nortel website.

1.1 Partner Questions

Section 3 of this guide provides screen shots and instructions for the configuration of your IP PBX. Should you require Support assistance regarding these instructions, please have the following information available:

 Company name  Company location  Administrator name and phone number  IP PBX model and software version  Customer Configuration Guide – Issue number and date

1.2 Trouble Reporting

Nortel will make every effort to quickly resolve reported troubles. The time required for trouble shooting can be reduced if the customer has the necessary detailed information available when reporting a p r oblem.

1.3 Document Change History

Issue 01.00 November 30, 2009, issued version Draft 00.01 October 30, 2009, original version

1.4 Document Feedback

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Solution Integration Guide SCS / BCM

2.0 Special Notes

None

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Solution Integration Guide SCS / BCM

3.0 Overview

3.1 Capabilities

The following are capabilities provided by this solution:

3.1.1 BCM as PSTN Gateway

Basic call to and from sets on SCS to and from PSTN via the BCM including:

• hold and retrieve on both ends;

• CLID and CPND display;

• call redirection including blind transfer, consultative transfer, call forward, and conference, with

appropriate CLID/CPND;

• hold and retrieve of redirected calls;

• codec and ptime negotiation;

• DTMF in both directions;

• hunt groups;

• ACD;

• call park.

3.1.2 BCM as Peer

Basic call to and from sets on SCS to and from sets on the BCM including:

• calls to hunt groups on each system;

• calls to SCS ACD;

• overflow calls to prime set of BCM;

• CLID and CPND display;

• calls to fax machines on each system;

• call forward (all calls, no response, busy);

• calls to BCM AA or CCR;

• calls to BCM Contact Center;

• BCM conference;

• BCM Meet-Me Conference;

• tandem calls through PSTN to another BCM or a PSTN user;

• call transfer on BCM;

• hold and retrieve on both ends;

• call park on BCM;

• call camp on BCM;

• codec/ptime negotiation;

• DTMF in both directions;

• Silent Monitor and Silent Record-A-Call on BCM;

• Find Me/Follow Me on BCM;

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Solution Integration Guide SCS / BCM

• calls to Voice Mail on BCM;

• SWCA on BCM;

• answer keys on BCM;

• Service Modes on BCM;

• external call forward (all calls, no response, busy) on BCM.

3.2 Limitations:

There are no known limitations of this solution.

3.3 Network Diagram

3.3.1 BCM as PSTN Gateway

Error! Reference source not found.shows an example configuration in which a BCM is used as PSTN gateway

for a SCS deployment. The deployment scenario consists of a single site SCS deployment supporting local and remote SIP clients with the BCM acting as a PSTN gateway. In this configuration, inbound calls from the PSTN are tandemmed out via the SIP trunk between the BCM and SCS to SIP sets registered with SCS. In the reverse directions, calls originated by either local or remote SIP sets destined for the PSTN are routed via the SIP trunk to the BCM and then tandemmed out via the analog or digital trunk.

Error! Reference source not found.also shows a remote worker with a SIP set registered with the SCS. In the figure, it is assumed that the remote worker is located behind a SIP-unaware NAT router.

Remote Worker with

Softphone

Customer Site

PC with

Softphone

BSR222

Internet

PSTN

BES switch

Analog/Digital

Trunk

SIP Trunk

SIP Set

SCS SIP Set

Figure 1 BCM as PSTN Gateway

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Solution Integration Guide SCS / BCM

3.3.2 BCM as Peer

Figure 2 shows an example configuration in which a BCM is used as a peer for a SCS deployment. In this figure, BCM is also used as PSTN gateway for a SCS deployment in addition to providing PSTN connectivity for its own sets.

The deployment scenario consists of a single site SCS deployment supporting local and remote SIP clients. The BCM supports sets as well. Calls between BCM sets and SCS sets are routed via the SIP trunk between the two call servers.

If in addition, the BCM is also acting as a PSTN gateway, inbound calls from the PSTN are tandemmed out via the SIP trunk between the BCM and SCS to SIP sets registered with SCS. In the reverse directions, calls originated by either local or remote SIP sets destined for the PSTN are routed via the SIP trunk to the BCM and then tandemmed out via the analog or digital trunk.

Figure 2 also shows a remote worker with a SIP set registered with the SCS. In the figure, it is assumed that the remote worker is located behind a SIP-unaware NAT router.

Remote Worker with

Softphone

Customer Site

PC with

Softphone

BSR222

Internet

BES switch

SIP Set

TDM Set

IP Set

PSTN

Analog/Digital

Trunk

SIP Trunk

FAX

SCS SIP Set

Figure 2 BCM as Peer

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Avaya SCS Business Communication Manager User Manual

Table of Contents

1.0 Introduction

1.1 Partner Questions

1.2 Trouble Reporting

1.3 Document Change History

1.4 Document Feedback

2.0 Special Notes

3.0 Overview

3.1 Capabilities

3.2 Limitations:

3.3 Network Diagram