Meridian America Link-Customer Controlled Routing User Manual

Meridian 1

Meridian Link/Customer Controlled Routing

Installation and Upgrade Guide

Publication number: 553-3202-210 Product release: Meridian Link Release 5C/Customer Contolled Routing Release 3C Document status: Standard 1.0 Date: October 1998

Printed in the United States of America

Northern Telecom reserves the right to make changes in equipment, design, or components as progress in engineering or manufacturing may warrant.

Meridian 1, SL-1, and Nortel are trademarks of Northern Telecom. UNIX is a trademark of AT&T. Motorola is a trademark of the Motorola Corporation. MVME products are trademarked by the Motorola Corporation. Ethernet is a trademark of the Xerox Corporation. Reflection is a trademark of Walker Richer & Quinn, Inc. DEC, VT220, VT320, and VT420 are trademarks of Digital Equipment Corporation. UDS is a trademark of Motorola Incorporated.

553-3202-210 Standard October 1998

Publication history

October 1998

Standard 1.0

iii

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

iv Publication history

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About this guide xv

References xviii

Chapter 1: Meridian Link/CCR 1

Co-residency overview 1 Keycode 4 Ethernet LAN-based PC 5

Module address and module name 7

Chapter 2: Overview of Meridian Link 9

Meridian Link application 13

Operating system overview 13 New with Meridian Link Release 5C 14 Link overview 15

AML and the Host Link (or Meridian Link) 15

Meridian Mail Link 16 Diagnostic tools 16

System console and maintenance console 17

Meridian Link administration and maintenance 17

Host support service requirements 18 Meridian 1 18

Hardware overview 18

Software overview 21 Host 23

Meridian Link service requirements 23

Host connection considerations 24

Ethernet LAN-based host 24 Meridian Mail software requirements 26 Operations, Administration, and Maintenance (OA&M) 26

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

vi Contents

Chapter 3: Overview of Customer Controlled Routing 27

CCR application 30

An example of CCR call handling 30

Key CCR concepts 31

Operating system 31 New with CCR Release 3C 32 Application Module Link 32 Diagnostic tools 32

System console and maintenance console 32

CCR administration and maintenance 33 Consoles/printers 33 Meridian 1 34

Hardware overview 34

Software overview 36

Chapter 4: Meridian Link/CCR hardware 39

IPE Module 39

Connector panel and I/O connectors (Option 11) 42

Connector panel and I/O connectors (Options 21Ð81) 45

IPE Module components 46 Application Module 50

AEM power 53

Application Module components 54

Single board computer card (Application Module) 58

MVME333-2 X.25 communication controller (XCC) card 66

MVME332XT or MVME332XTS asynchronous

communication controller (ACC) card 68 Transition cards 70 P2 adapter board 78 Power supply 79 Disk/tape unit 80 VME bus backplane (Application Module) 82 Power sense card (Application Module) 82 I/O connectors (Application Module) 82 Input/output panel 83

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Contents vii

Chapter 5: Hardware installation overview 87

Preparing for installation 87 Installing an IPE Module or an Application Module 88

Chapter 6: Site survey/installation checklist 91

General information 91

End user 91 Distributor 92 Nortel support representative 92

Delivery information 93

Customer site 93 Freight company 93 Loading equipment required 94

Meridian 1 software checklists 94

Requirements for Meridian Link 95 Requirements for CCR 97 Requirements for Meridian Mail to support Meridian Link 99

Meridian Mail hardware checklist to support Meridian Link 100 IPE Module and Application Module: Meridian Link/CCR

software 101 IPE Module and Application Module: Meridian Link/CCR

software current status 101 Changes to IPE Module and Application Module 101 Meridian Link/CCR tapes and keycode 102 Documentation 103

Hardware 104 Equipment room information 105 Power and ground considerations 106 Equipment cabling 107

Input/output device cabling 107 Peripheral device cabling 108 Telephony connections 111

Equipment room cooling conditions 112 Additional considerations 112 Comments and recommendations 113

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viii Contents

Chapter 7: Unpack and inspect hardware 115

Receiving the IPE Module and Application Module

components 116

Unpacking the IPE Module and Application Module

components 117

Chapter 8: Hardware installation procedures 119

Installing the IPE Module 120 Installing the Application Module 125 Installing the power supply and disk/tape unit 127 Checking the card option settings (Application Module) 129 Installing an NTAK02 SDI/DCH card 142 Installing an ESDI or MSDL card 145

Chapter 9: Meridian Link/CCR interface cabling 151

IPE Module cabling 151

IPE Module cables 151 External I/O cables 154 External I/O cable pinouts (IPE Module) 155

Cabling the Option 11 IPE Module to external equipment 177

Cabling to external equipment 177

Backplane cable rerouting for Options 21Ð81 CE/PE and IPE

backplanes 185 Backplane cable rerouting for the NT8D11 CE/PE Module

backplane 187 Backplane cable rerouting for NT8D37 IPE Module 195

Cabling the Options 21Ð81 IPE Module to external equipment 209 Application Module cabling 216

Power cables 216 Input/output cables 219

Cabling the Application Module to external equipment 227 Installing Ethernet LAN support 256

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Contents ix

Chapter 10: Installing peripheral devices 261

VT220, VT320, and VT420 terminals 261 Personal computer running Reflection 4+ 266 Meridian Terminal Emulator (MTE 8) 267 Dot-matrix printer switch settings 268 LaserJet series II printer switch settings 269 LaserJet series III printer switch settings 270 LaserJet series IV printer switch settings 271 DeskJet and DeskJet 500 printer switch settings 272

Chapter 11: Peripheral device cabling interface 273

DCE and DTE connections 273 Using an A/B switchbox to share system consoles 276

Connecting the A/B switchbox 276 Using the A/B switchbox to switch applications 277

Modems 278

Limited-distance modem 278 USRobotics Sportster modem 279 Gandalf LDS 120E limited-distance modem 280 Dial-up modem 282

Chapter 12: Meridian 1 configuration 293

Conventional notation 293 Configuration overview 295 Configuring the VSID, HSID, and AML prompts 296 Configure ESDI port (X11 Release 17) 299

Options 21Ð81 ESDI configuration 299

Enable ESDI port (X81 phase 7 or X11 Release 17) 302 Configure ESDI or MSDL port (X11 Release 18 or later) 305

Option 11 ESDI configuration 305 Option 21Ð81 ESDI or MSDL configuration 308

Enable ESDI or MSDL port (X11 Release 18 or later) 312 Configure SDI port for conshare (X11 Release 17) 315 Configure SDI port for conshare (X11 Release 18 or later) 317 Enable SDI port 318 Configuring DNIS to use auto-terminating trunks 319

LD 15ÑCustomer data block 319 LD 16ÑRoute data block 320 LD 14ÑTrunk data block 322

Configuring DNIS to use Incoming Digit Conversion 324

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x Contents

Configure devices for status change host notification 330

Define status message groups 333 Assign telephones to status message groups (Meridian

Link) 335

Configure ACD DNs 344 Configure Control DNs (CCR) 346 Configuring a Phantom Loop 349 Configuring a Phantom Superloop 350 Creating a Phantom Set 351 Configuring Dual VAS ID 353 Traffic statistics 354

Chapter 13: Meridian Mail configuration 355

Meridian Mail call processing 357 Configuring Meridian 1 for Meridian Mail 358

Creating a Meridian Mail ACD queue 358 Defining virtual agent DNs for voice channels 360

Configuring Meridian Mail for Host Enhanced Voice

Processing (HEVP) 363 Adding the Meridian Mail ACD DN to the Voice Service DN

(VSDN) Table 363 Defining voice channels in the Channel Allocation Table

(CAT) 366 Defining a new mailbox for the application 368

Chapter 14: Software installation, upgrade, and update procedures 371

To configure the software after installing a new IPE Module

or Application Module 375 Section 1: To upgrade Meridian Link from Release 2 to

Release 5C or Co-residency using a Release 2 backup

tape 376 Section 2: To upgrade Meridian Link from Release 3 to

Release 5C or Co-residency using a Release 3 backup

tape 377 Section 3: To upgrade Meridian Link from Release 4 to

Release 5C 378 Section 4: To upgrade Meridian Link from Release 4 to 379 Section 5: To upgrade Meridian Link from Release 4B to

Release 5C 380

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Contents xi

Section 6: To upgrade Meridian Link from Release 4B to

Release 5C and Co-residency 381 Section 7: To update Meridian Link from Release 5 to

Release 5C 382 Section 8: To update Meridian Link from Release 5 to 382 Section 9: To upgrade CCR from Release 2 to Release 3C

or 383 Section 10: To update CCR from Release 3 to Release 3C 384 Section 11: To update CCR from Release 3 to Co-

residency 384 Section 12: To update CCR Release 3B to Release 3C 385 sSection 13: To update CCR from Release 3B to Co-

residency 385 Section 14: To update Co-residency from one issue to

another issue of the same release 385 Section 15: Activating or de-activating a Meridian Link or

CCR feature 386 Section 16: To install or reinstall the software from tape 386 Procedure 1: Application configuration and start-up 388 Procedure 2: Start the update process 397 Procedure 3: Load application software from tape 399 Procedure 4: Power down the IPE Module or the

Application Module 411 Procedure 5: Load the operating system tape on an

Application Module with an MVME147 card 413 Procedure 6: Load the operating system tape on an IPE

Module or an Application Module with an MVME167

card 429 Procedure 7: Reboot and go through setup 448 Procedure 8: Load the application software from tape 458 Procedure 9: Restore configuration files and data files from

the backup tape 471 Procedure 10: Verify the installation 475 Procedure 11: Back up configuration files and data files 476

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xii Contents

Chapter 15: Link configuration 479

Default configuration 479 Link 0ÑApplication Module Link 479 Link 1ÑX.25 protocol 480 Link 1ÑTCP/IP host link protocol 481 Link 2ÑMeridian Mail Link 481 Changing your configuration 482

Procedure 12: Verifying the link status 483 Procedure 13: Changing AML (link 0) parameters 484 Procedure 14: Changing Meridian Link (link 1) parameters 489 Procedure 15: Changing Meridian Mail Link (link 2)

parameters 497 Procedure 16: Replacing the default configuration file 499 Procedure 17: Creating a configuration file 500

Chapter 16: Additional application configuration503

Procedure 18: Turn off auto-start 505 Procedure 19: Change the Meridian 1 customer number 506 Procedure 20: Schedule regular backups 507 Procedure 21: Change the default system languages 509 Procedure 22: Configure terminal ports 511 Procedure 23: Configure printer ports 513

Chapter 17: Hardware upgrade 517

To upgrade an Application Module SBC card from an

MVME147 card to an MVME167 card 517 To upgrade an Option 11 IPE Module to an Options 21Ð81

IPE Module 517 Procedure 24: Software powerdown 518 Procedure 25: Hardware powerdown 520 Procedure 26: Upgrading the Application Module from an

MVME147 card to an MVME167 card 521 Procedure 27: Upgrading an Option 11 to an Options

21Ð81 IPE Module 522 Procedure 28: Installing the cables for Ethernet LAN

support (Application Module) 524 Procedure 29: Installing the MVME332XT or

MVME332XTS ACC card 526

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Contents xiii

Chapter 18: Acceptance testing 527

Meridian Link/CCR 527 Meridian Mail 529

Using Edit Voice to create voice segment files 529 Recording and trimming voice segments 530 Creating a header file 530 Using Edit Voice for the first time 531 Example of customer account balance query 531

Chapter 19: Single Terminal Access 533

Hardware and software requirements 533 Before you begin 534 Setting up STA 537

Chapter 20: Ordering 545

List of terms 553

Index 559

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About this guide

This document details the steps and procedures required to successfully install the hardware and software for your Meridian Link and/or Customer Controlled Routing (CCR) system.

Meridian Link enables the call and voice processing capabilities of a Meridian 1 system to be integrated with a customerÕs computer-based business applications. Through Meridian Link, an application can place and answer calls, route calls, and even implement Interactive Voice Response applications.

CCR enables you to control and route Automatic Call Distribution (ACD) calls entering your Meridian 1 system. For example, for an incoming ACD call, you can provide a specific recorded announcement, music, or both, before assigning the call to an agent.

The hardware for both applications can be either an Intelligent Peripheral Equipment (IPE) Module or an Application Module.

The software consists of a base operating system (BOS) and application programs, referred to as the Meridian Applications.

This guide contains the following main areas of information:

Chapter 1: Meridian Link/CCR co-residency The first chapter provides an

overview of Meridian Link/CCR co-residency and describes the keycode and the Ethernet LAN-based PC features.

Chapter 2: Overview of Meridian Link This chapter provides an overview

of Meridian Link, describes its concepts, and lists required hardware and software.

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

xvi About this guide

Chapter 3: Overview of Customer Controlled Routing This chapter

provides an overview of CCR, describes its concepts, and lists required hardware and software.

Chapter 4: Meridian Link/CCR hardware This chapter provides an

overview of hardware components.

Chapter 5: Hardware installation overview This chapter lists the tools and

provides tables to describe the installation of an IPE Module or an Application Module.

Note: If you intend to install an IPE Module or an Application Module, refer to Table 11 (IPE Module) or Table 12 (Application Module) in this chapter.

Chapter 6: Site survey/installation checklist This chapter provides a

checklist to ensure that all hardware and software requirements are met for a successful installation.

Chapter 7: Unpack and inspect hardware This chapter provides

information on receiving, unpacking, and inspecting the IPE Module and Application Module hardware components.

Chapter 8: Hardware installation procedures This chapter contains all of

the main hardware installation procedures, with references to surrounding chapters for further information.

Chapter 9: Meridian Link/CCR interface cabling This chapter describes

the cabling requirements. Two following chapters describe how to set up terminals, and how to configure the Meridian 1 system.

Chapter 10: Installing peripheral devices This chapter describes the

procedures for how to set up and configure video display terminals and printers supported by the Meridian Link and CCR appplications.

Chapter 11: Peripheral device cabling interface This chapter provides

information on installing and configuring modems and the A/B switchbox.

Chapter 12: Meridian 1 configuration for Meridian Link/CCR This

chapter shows how to use various software programs to configure the Meridian 1 to support Meridian Link and CCR.

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About this guide xvii

Chapter 13: Meridian Mail configuration This chapter shows how to

configure the Meridian 1 to support Meridian Mail.

Chapter 14: Software installation, upgrade, and update procedures

This chapter describes procedures for

¥ configuring the IPE Module and the Application Module, along with

start-up information

¥ upgrading the software from one release to another (for example, from

Meridian Link Release 4B to Release 5C)

¥ updating the software from one issue of a release to another issue of the

same release (for example, from issue 4.17 to issue 4.25)

¥ reinstalling software (for example, after replacing a hard disk)

Chapter 15: Link configuration This chapter describes the configuration

procedures for the links used by the applications.

Chapter 16: Additional application configuration This chapter describes

the procedures used for scheduling backups and configuring terminal and printer ports.

Chapter 17: Hardware upgrade This chapter describes the procedures for

upgrading from an MVME147 card to an MVME167 card and upgrading an Option 11 IPE Module to an Options 21Ð81 IPE Module.

Chapter 18: Acceptance testing This chapter describes the various

acceptance tests you can perform.

Chapter 19: Single Terminal Access This chapter describes how to

configure the Meridian 1 system to support Single Terminal Access.

Chapter 20: Ordering This chapter lists field-replaceable items for both the

IPE Module and Application Module.

Note: The term ÒMeridian 1Ó is used throughout this document, and refers to Meridian 1 and ÒMeridian 1-readyÓ systems (such as Meridian SL-1 style cabinets that have been upgraded).

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

xviii About this guide

References

Refer to the following related documents:

¥ Application Equipment Module Installation Guide (NTP 553-3201-200)

¥ Application Module and Intelligent Peripheral Equipment Module

¥ Meridian Link/Customer Controlled Routing Engineering Guide

¥ Customer Controlled Routing User Guide (P0747008)

Diagnostic and Maintenance Guide (NTP 553-3211-510)

Advanced Maintenance Guide (NTP 553-3211-512)

(NTP 553-3211-520)

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Chapter 1: Meridian Link/CCR co-residency

Co-residency overview

With Meridian Link Release 5C and CCR Release 3C, you can install both Meridian Link and CCR in a single IPE Module or Application Module. You should be aware that both applications use the same CPU, RAM, and hard disk, so you cannot expect the same performance from a co-resident application as you would get from a stand alone application.

As shown in Figure 1, Meridian Link and CCR applications communicate with the Meridian 1 through the same Application Module Link (AML), and at the same time.

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

2 Chapter 1: Meridian Link/CCR co-residency

Figure 1 Meridian Link/CCR co-residency

Host

Host Link

IPE Module

Meridian

Link

CCR

AML

Meridian 1

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Chapter 1: Meridian Link/CCR co-residency 3

This guide provides more detailed information on both the Meridian Link and CCR applications in the following chapters:

¥ Chapter 2, ÒOverview of Meridian LinkÓ

¥ Chapter 3, ÒOverview of Customer Controlled RoutingÓ

If you intend to activate both Meridian Link and CCR in an Application Module, the Application Module must have an MVME332XTS ACC card and an NT6D51AA transition card installed. Refer to Chapter 4, ÒMeridian Link/CCR hardwareÓ for descriptions of these cards.

If you intend to activate both Meridian Link and CCR in an IPE Module, you should know that only two ports (7 and 8) will be available for CCR terminals or printers. Port 6 will be used for the Host Link. However, you can use LAN-based PCs as additional terminals. For more information, refer to ÒEthernet LAN-based PCÓ later in this chapter.

Note: If you expect the maximum number of active CDN script associations at any one time to be 20 or fewer, you should consider installing CCR-S instead of the larger version (Large CCR). By doing so, you will enhance the processing power available to Meridian Link and CCR. Large CCR accommodates as many as 240 active CDN script associations at any one time.

For more information about Meridian 1 configuration changes for coresident systems, refer to ÒConfiguring the VSID, HSID, and AML promptsÓ in Chapter 12, ÒMeridian 1 Configuration for Meridian Link/CCR.Ó

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

4 Chapter 1: Meridian Link/CCR co-residency

Keycode

IPE or Application Module software may or may not be pre-loaded:

¥ If the module is shipped to the United States, Europe, or Japan, the

software is likely to be already loaded.

¥ If the module is shipped to a Caribbean or Latin American location, to

Canada, or to the Asia Pacific region, the software may not be loaded.

If the software is preinstalled, a special keycode activates only the ordered application or applications during installation. When the module is installed at your site, you must enter a keycode to activate the correct application or applications before you can configure the new module. You also need a keycode anytime you upgrade to a new software release.

A keycode consists of 20 alphanumeric characters divided into five groups of four characters each. This keycode is obtained from Northern Telecom and defines the features and hardware configuration purchased by the customer. A keycode label is attached to your application tape, and a label is provided as a loose item. If you require new features or capacities, you must obtain a new keycode.

In each system operation, the software prompts the operator for the appropriate group of alphanumeric characters within the keycode necessary to perform that operation. Keycodes are matched to serial numbers, and only one keycode is necessary to perform multiple system operations. The system software compares the parameters that the keycode defines with the new configuration and the serial number during a system operation. If an exact match is not found, the keycode will not work and will be rejected.

If the keycode is rejected, you may reenter the keycode (if it was entered incorrectly) or reboot the system into service, because the system has not been altered during the attempt to use the rejected keycode. However, if a keycode is rejected during conversion, you must either complete the operation or restore the old operating system. For more information, refer to Chapter 14, ÒSoftware installation, upgrade, and update procedures.Ó

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Ethernet LAN-based PC

Meridian Link and CCR co-residency also provides support for an Ethernet LAN-based PC. This networking service is included for all Meridian Link and CCR customers.

Note: Support for an Ethernet LAN-based PC should not be confused with support for an Ethernet LAN-based host. For more information on Ethernet LAN-based host connections, refer to ÒEthernet LAN-based hostÓ in Chapter 2, ÒOverview of Meridian Link.Ó

This feature allows users to log in to an IPE Module or Application Module, and work with CCR scripts or perform OA&M tasks remotely from a PC. To use this feature, a local area network (LAN) must be installed between the Ethernet LAN-based PC and the Meridian Link/CCR IPE Module or Application Module. Each node must have the Network Service Extension (NSE) software running to provide TCP/IP (Transmission Control Protocol/Internet Protocol) service.

Although this feature is designed to meet CCR requirements, it provides a networking option for the Meridian Link application. With the minimum configuration offered by Northern Telecom, Meridian Link customers may use the Ethernet LAN-based PC to perform administrative tasks remotely.

Chapter 1: Meridian Link/CCR co-residency 5

The Ethernet LAN-based PC connection is compatible with IEEE802.3 Ethernet Standards and Ethernet II Standards using 10-based T, 10-based 2, 10-based 5, and fiber optics.

Ethernet support is automatically enabled during application installation. All NSE files will be loaded to the hard disk, but only those customers who purchased the service option will be able to configure the NSE. To configure the NSE, see Procedure 8 in Chapter 14, ÒSoftware installation, upgrade, and update procedures.Ó

Note: If you do not intend to provide an Ethernet LAN-based PC on your system, you should disable this support during application installation (you do this by entering the appropriate keycode). By disabling LAN-based PC support, you increase the processing power available to Meridian Link and CCR.

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

6 Chapter 1: Meridian Link/CCR co-residency

The Ethernet LAN-based PC must

¥ be fully compatible with an IBM PC (AT or higher)

¥ have a 20-Mbyte hard disk or larger

¥ have 1 Mbyte of RAM with at least 384 Kbytes free

¥ contain an Ethernet LAN adapter card that is ODI, NDIS, ASI, or

packet driver compatible

¥ have a VGA or EGA color monitor and card with at least a 256-Kbyte

buffer

The PC must contain

¥ Microsoft MS-DOS, Version 5.0 or higher

¥ FTP Software Inc.Õs PC/TCP for DOS 2.05 or higher

In addition, the PC must contain one of the following terminal emulation packages:

¥ Walker, Richer & Quinn Inc.Õs Reflection 2 for Windows (version 4.11

or later) with Telnet Connect for PC (version 1.1 or later)

¥ FTP Software Inc.Õs Wtnvt program (version 2.3 or later)

¥ Wollongong GroupÕs Pathway Access for Windows 3.0

Note: Windows applications also require Microsoft Windows; refer to the Windows application for the version required.

Northern Telecom has tested and supports the following LAN adapter cards:

¥ 3COM Etherlink II/MC

¥ 3COM Etherlink II

¥ 3COM Etherlink III

Other cards supported by FTP Software Inc.Õs PC/TCP Kernel for DOS 2.05 or higher and compliant with Industry Standard Open Driver Specifications may also work.

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Chapter 1: Meridian Link/CCR co-residency 7

For Ethernet LAN support, Application Modules must contain:

¥ an MVME167-02 SBC card

¥ an MVME712M transition card

¥ a generic I/O panel

¥ NT7D47DA and NT7D47EA cables

For more information about installing the NT7D47DA and NT7D47EA cables, refer to Procedure 28: Installing the cables for Ethernet LAN support (Application Module) in Chapter 17, ÒHardware upgrade.Ó

For more information about the MVME167-02 card, the MVME712M transition card, and the generic I/O panel, refer to Chapter 4, ÒMeridian Link/CCR hardware.Ó

If an IPE Module or an Application Module is removed from the network, the remaining modules and PCs that used to have access must be informed of the disconnection. How to remove the IPE Module or Application Module entry from the accessing database depends on the TCP/IP software used on the PC.

When you disconnect the IPE Module or Application Module from the network, you must use the maint command stopNSE to disable the NSE software, or error messages will appear on the system console.

Module address and module name

Meridian Link allows a personal computer connected to an Ethernet LAN to be used as a maintenance terminal for an IPE Module or Application Module also connected to the LAN. To use this feature, you must tell Meridian Link

¥ where the IPE Module or Application Module is located in the network

(the module address)

¥ how the IPE Module or the Application Module can be identified (the

module name)

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8 Chapter 1: Meridian Link/CCR co-residency

The module address is a 4-byte (32-bit) address expressed as four decimal numbers separated by dots (such as 123.45.68.8). The module name can have as many as eight alphanumeric characters.

See your network administrator for more information on creating a module address and a module name.

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Chapter 2: Overview of Meridian Link

Meridian Link is an application that allows a Meridian 1 system to exchange information with a host computer so that users can integrate the capabilities of both into a business application. An order desk clerk, for example, can see information about an incoming call (for example, the callerÕs name, address, and calling history) on a computer screen while the telephone is still ringing.

An optional connection to a Meridian Mail system enables the host to control voice-processing applications. For example, the host application can intercept a call and ask the caller for information before routing the call to the appropriate order desk.

Principal hardware components used by Meridian Link are

¥ a Meridian 1 system

¥ a computer or network of computers that runs the business application

¥ an Intelligent Peripheral Equipment (IPE) Module or an Application

Module, which contains the Meridian Link application

¥ (optionally) a Meridian Mail system, to provide voice processing if

required

Figure 2 shows the hardware components for an IPE Module, while Figure 3 shows the hardware components for the Application Module.

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10 Chapter 2: Overview of Meridian Link

Figure 2 Meridian Link hardware connections (IPE Module)

Telephone

Network

Meridian 1 Universal

Equipment Module (UEM)

Meridian IVR

Host computer

Meridian Link

IPE Module (or AM)

Host Link

(X.25)

Host Link

(TCP/IP)

Remote system console

Host Link

(TCP/IP)

Host computer

Meridian Mail

Meridian Mail Link (MML)

Host Link (X.25)

Command and Status Link (CSL)

Application Module Link (AML)

Ethernet (LAN)

Meridian Link/CCR Co-residency

IPE Module (or AM)

AML

Redundant Meridian Link/CCR

Co-residency IPE Module (or AM)

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Chapter 2: Overview of Meridian Link 11

Figure 3 Meridian Link hardware connections (Application Module)

Meridian Mail

Command and

Status Link (CSL)

Meridian 1 Universal

Equipment Module (UEM)

Meridian Mail

Link (MML)

Host computer

Meridian Link

(X.25 or TCP/IP)

Application

Module Link

(AML)

Meridian Link

optional Meridian 1 OA&M access

Application Equipment

Module (AEM)

to optional modem

Telephone

network

Module

System console Remote

system console

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

Modem

12 Chapter 2: Overview of Meridian Link

Connecting these hardware components requires two (optionally three) signaling links:

¥ Link 0 is an Application Module Link (AML), which connects the

Meridian 1 system to the IPE Module or the Application Module.

¥ Link 1 is a Host Link (or Meridian Link), which connects the host

computer to the IPE Module or the Application Module. This Host Link can be implemented as a dedicated X.25 link supporting a single host computer or as a TCP/IP Ethernet LAN link supporting as many as 16 Meridian Link applications.

Note 1: If both the Meridian Link (using TCP/IP) and CCR applications are running, the Meridian Link third-party application can support only up to 15 Meridian Link applications.

Note 2: Any mlusr administration sessions requiring association IDs will reduce the number of association IDs available for Meridian Link applications. For example, if your system has eight association IDs registered to Meridian Link applications and then you register two association IDs for mlusr administration, your system will have six association IDs available (five, if CCR is running).

Note: If you have registered all 16 association IDs (15 if CCR is running) to Meridian Link applications, two overflow association IDs are available for mlusr administration only.

¥ Link 2 is (optionally) a Meridian Mail Link (MML), which connects a

Meridian Mail system to the IPE Module or the Application Module.

In addition, the IPE Module and the Application Module provide an interface for a system console, which enables you to perform administration and maintenance. A port that is designed to be connected to a modem allows you to perform these activities from a remote location.

The key software required to make these hardware components and links work together is the Meridian Link application, which resides in the IPE Module or Application Module.

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Meridian Link application

The Meridian Link application enables a host computer to control and monitor telephone functions, such as making a call, answering a call, tracking calls as they move through the Meridian 1 system, and conducting Interactive Voice Response (IVR) sessions with a call.

To provide the required communication, Meridian Link passes messages back and forth between a host computer and the Meridian 1 system, and between a host computer and Meridian Mail system, through the Meridian Link application in the IPE Module or the Application Module.

A customer application can use Meridian Link messages to

¥ monitor calls presented to, answered at, and released from phone sets,

including Automatic Call Distribution (ACD) agents

¥ set an agentÕs state (login, MSB, RDY)

¥ set CFWD (call forward all calls) for an associated set (AST)

¥ toggle a telephone message indicator (MWI)

¥ monitor the activity of an associated set

¥ make, answer, and release calls on behalf of an associated set

Chapter 2: Overview of Meridian Link 13

¥ transfer and set up conference calls on behalf of associated sets and

AST ACD agents

¥ control the routing of a call based on the number dialed (Dialed

Number Identification Service or DNIS) or the number from which the call is placed (Automatic Number Identification or ANI, Calling Line Identification or CLID), the time of day, the incoming trunk, and so on

¥ control a Host Enhanced Voice Processing (HEVP) session to play

voice prompts and collect Dual Tone Multi-Frequency (DTMF) touchtone digits to read the callerÕs response

Operating system overview

The IPE Module and the Application Module provide the base operating system (BOS) software. BOS is release 3 version 7.1 of UNIX System V for 68000-family CPUs. For advanced users, the BOS tape contains online operating-system information in the form of manual (MAN) pages.

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New with Meridian Link Release 5C

The Meridian Link Release 5C introduces the following new features:

¥ redundant Meridian Link

¥ dual VAS ID

¥ expanded DNIS support

¥ SFN (login) message with agent ID

Redundant Meridian Link This feature implements a second Meridian

Link between the Meridian 1 and the host to increase the reliability of the CTI interface. In normal operation, one of the Meridian Link modules is active while the other is in warm standby mode. In the event of a failure (for example, the AML goes down or the active Meridian Link crashes), a switch-over to the redundant Meridian Link occurs automatically.

Dual VAS ID Meridian Mail (MMail) and Meridian Link communicate with

Meridian 1 through the Application Module Link (AML). In the ACD Data Block, we associate the MMail ACD-DN with MMail through a VAS ID for the corresponding AML. AML is defined per ACD DN basis. Currently, only one VAS ID (for MMail) can be associated to an MMail ACD-DN. Hence AML messages are communicated only to the MMail for any event on MMail ports. The Dual VAS ID feature offers the facility to have MMail and Meridian Link to be associated with an MMail ACD-DN so that AML messages would flow to both MMail and Meridian Link.

Expanded DNIS support This feature allows an ACD agent to identify a

particular product the caller is interested in via the dialed number presented to the agent. A third party application uses this DNIS number to display product information on an agent's screen enabling the agent to answer the call with correct responses. With Meridian Link 5C, up to 31 DNIS digits are supported. X11 Release 24 is required to support greater than a sevendigit DNIS. Prior to Release 24, only seven digits were supported.

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SFN (login) message with agent ID This feature sends an unsolicited

message to the host application when an AST/Acquired agent logs in by manually pressing the MSB key on the ACD set or by invoking the ACD set feature through the Set Feature Invocation (Login) message. The existing SFN Login message has been enhanced to provide an optional four-digit Agent ID at the time of logging, enabling the agent to log in at different positions.

Link overview

Although Meridian Link effectively provides a single link between the host computer and the Meridian 1 system, from an administrative and maintenance standpoint there are actually three links.

Link 0 The link between the IPE Module or Application Module and

Meridian 1 is called link 0 or Application Module Link (AML).

Link 1 The link between the IPE Module or Application Module and the

host computer is called link 1, the Host Link, or the Meridian Link.

Link 2 The link between the IPE Module or Application Module and

Meridian Mail is called link 2 or the Meridian Mail Link (MML).

Chapter 2: Overview of Meridian Link 15

Note: X11 Release 24 is required to support this feature.

AML and the Host Link (or Meridian Link)

The AML (link 0) uses the LAPB protocol to transfer command and status messages, primarily to perform call-processing functions. The Host Link or Meridian Link (link 1) uses an X.25 switched virtual circuit or a TCP/IP protocol to transfer application messages.

In data communication terms, the Meridian Link interface begins with the physical (RS-232) layer, upon which the link (LAPB) and network (X.25 or TCP/IP) layers are established. Messages are then sent across the link between the host computer and Meridian 1 at the application layer level.

If the link uses an X.25 or TCP/IP connection, the host application communicates with the Meridian 1 switch using Meridian Link formatted messages.

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Note: When setting up a redundant Meridian Link, two communication paths must be set up to two separate Meridian Link modules. This may involve two X.25 ports or two TCP/IP addresses.

Meridian Mail Link

The MML is an optional asynchronous link that connects the IPE Module or Application Module to a Meridian Mail system running software version MM8 (or later) with the Access Enable option. This link allows voice processing messages to be used.

Diagnostic tools

For diagnosing link problems, you can use the loopback and continuity commands to test link 0 and link 1. You can also use link traces, system logs, console messages, and other tools to diagnose hardware, software, and link problems. For more detailed information on diagnosing problems, refer to the Application Module and Intelligent Peripheral Equipment Module

Diagnostic and Maintenance Guide (NTP 553-3211-510) and the Application Module and Intelligent Peripheral Equipment Module Advanced Maintenance Guide (NTP 553-3211-512).

If you are an advanced technical user of the IPE Module or Application Module, you have access to the following diagnostic tools, which provide extra maintenance capabilities:

¥ Remote maintenance access This enables a technician to dial into the

system from a remote site in order to perform troubleshooting procedures.

¥ Standalone System Interactive Diagnostics (SSID) software This is

for testing many of the hardware components when the application software is not running.

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Chapter 2: Overview of Meridian Link 17

System console and maintenance console

You can use a customer-supplied console to enter OA&M commands to the IPE Module or the Application Module. The console should be an asynchronous ASCII terminal that is 100 percent compatible with ANSI and DEC VT220. You can use an IBM-compatible personal computer running Reflection 4+.

An NT1R03D cable connects the customer-supplied console to the IPE Module. An NT7D61 External I/O cable or a customer-supplied 9-pin-to25-pin cable connects the customer-supplied console to the Application Module. Refer to Chapter 9, ÒMeridian Link/CCR interface cablingÓ for more information.

If you configure the optional conshare capability available to an IPE Module or an Application Module, you can access the Meridian 1 input/output programs from the Meridian Link console.

Meridian Link administration and maintenance

As a Meridian Link administrator, you can use commands to do the following:

¥ enable and disable the link between the host and the IPE Module or the

Application Module (link 1), the link between the IPE Module or the Application Module and the Meridian 1 (link 0), and the link between the IPE Module or the Application Module and Meridian Mail (link 2)

¥ configure link 0, link 1, and link 2

¥ display the status of a link or all links

¥ display protocol statistics for a link

¥ trace messages flowing on the links

¥ display messages flowing on the links on the system console

¥ filter particular messages

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You can also use commands to do the following:

¥ back up and restore configuration and data files

¥ display how much disk space has been used up

¥ verify files

¥ delete files

¥ power down or reset the IPE Module or Application Module

Although the IPE Module and the Application Module arrive with the software already installed, you can reinstall the software from tapes that are supplied with the IPE Module or the Application Module (if it is necessary to replace or reformat the hard disk).

Host support service requirements

The Meridian 1 system requires specific software to be installed in the Meridian 1, and specific software to be installed in the IPE Module or Application Module. Messages used by Meridian Link are divided into related groups, called services in the IPE Module or Application Module. The services required depend on the type of host computer. For more specific information, refer to the ÒHostÓ section later in this chapter.

Meridian 1

This section provides overviews of the Meridian 1 hardware and software required for Meridian Link.

Hardware overview

One of the following system types must be installed and operational:

¥ Meridian 1 system options 11, 11C, 21, 51, 51C, 61, 61C, 71, 81, or

81C (not all system options are supported in all markets)

¥ Meridian SL-1 systems (upgraded) capable of operating on Generic

X11 Release 16, or later, software

The Meridian 1 system must have particular cards installed:

¥ one of the following interface cards for the AML connection:

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Chapter 2: Overview of Meridian Link 19

Ñ QPC513 Enhanced Serial Data Interface (ESDI) card (vintage G or

later)

Ñ NT6D80 Multi-purpose Serial Data Link (MSDL) card

Ñ (Option 11 only) NTAK02AB Serial Data Interface/D-Channel

Interface (SDI/DCH) card

Ñ If using a redundant Meridian Link, two AML connections are

required.

¥ a Serial Data Interface (SDI) card if conshare capability is desired

Note: Conshare capability, which gives you access to MeridianÊ1 input/output programs from the Meridian Link console, is recommended to allow for more effective support for your system.

Option 11 systems support an SDI port on any of the following cards:

Ñ the CPU/CONF card (NTAK01AB)

Ñ the SDI/DCH card (NTAK02AB)

Ñ the TDS/DTR card (NTAK03AB)

¥ for optional voice-processing capability, a Meridian Mail system

¥ limited-distance modems for communications facilities if the IPE

Module or the Application Module is greater than 15 m (50 ft) from the host computer

An Application Equipment Module (AEM), if present, must be installed in one of the following configurations:

¥ a stand-alone AEM column or Meridian SL-1 style cabinet

¥ a module in a Meridian 1 column

Refer to Application Equipment Module Installation Guide (NTP 553-3201-200) for AEM installation procedures.

The following table shows hardware supported for the Meridian Link and CCR applications.

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Table 1 Hardware supported for Meridian Link and CCR

Application MVME147 AM MVME167 AM IPE Module

Meridian Link 5C with X.25 Yes** Yes Yes

Meridian Link 5C with TCP/IP No Yes* Yes

Meridian Link 5C and CCR 3C No Yes* Yes

* This configuration is supported provided it is Ethernet accessible. Upgrading the MVME147 AM with an MVME167 card is not equivalent to an MVME167 AM therefore Meridian Link 5C using TCP/IP transport is not supported.

** Refer to the Meridian Link/Customer Controlled Routing Engineering Guide (NTP 553-3211-520) for details on the MVME147 CPU card.

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Software overview

The Meridian 1 must be equipped with the following release of software:

¥ X11 Release 17 or later for Meridian 1 systems using Meridian Link

Release 4

¥ X11 Release 20 or later for all Option 11 systems (X11 Release 18 will

be supported in Europe)

¥ X11 Release 16.82G or later for Options 21Ð81 for international

markets

¥ X11 Release 19 or later for the Host Enhanced Routing, Host Enhanced

Voice Processing, and Unique Call ID features of Meridian Link Release 4, and for Single Terminal Access (STA) support

¥ X11 Release 23 or later is required to support the Redundant Meridian

Link and Dual VAS ID features

¥ X11 Release 24 or later is required for the Expanded DNIS support and

Agent Login ID features

The following X11 software packages constitute Meridian Link:

¥ For Option 11:

Chapter 2: Overview of Meridian Link 21

Ñ Advanced Application Software (contains packages 153 and 209)

¥ For Options 21Ð81:

Ñ Application Module (package 209)

Prerequisites for Meridian Link operations are

¥ Meridian Mail Link (package 35)

¥ Command and Status Link (package 77)

These software options may be bundled in various marketing packages that may vary by market and by X11 software release.

Following is a minimum software requirement compatibility matrix for the Meridian Link/CCR application.

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Table 2 X11 software compatibility matrix

Application Rls. 17 Rls. 18 Rls. 19 Rls. 20 Rls. 21 Rls. 22-24

Meridian Link 4B Yes Yes Yes Yes Yes Yes

Meridian Link 4B and CCR 3B

Meridian Link 5 No No Yes Yes Yes Yes

Meridian Link 5 and CCR 3B

Meridian Link 5 Upissue and CCR 3B

Meridian Link 5C and CCR 3C

Yes Yes Yes Yes Yes Yes

No No Yes Yes Yes Yes

Other software options may be required depending on specific application needs. These may include options for ISDN and ACD, for example.

For information about software package prerequisites, refer to X11 Features and Services (NTP 553-3001-305).

Meridian Link does not support pretranslation for outbound calls if the HVS (Hospitality Voice Services), package 179, is installed.

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Host

Chapter 2: Overview of Meridian Link 23

This section describes the services and software that Meridian Link requires to support the connection to the host computer. Normally these services are bundled in marketing packages that may vary by market.

Meridian Link service requirements

Meridian Link requires specific software services to be installed in the IPE Module or Application Module to support the host connection. The services required depend on the type of host computer.

X.25 and TCP/IP services are compatible with commonly available host computers (including those from Hewlett Packard, IBM Corporation, and Tandem Corporation). At least one of the following services is required:

Ñ Inbound Call Management (service 97) supports inbound call

applications such as telemarketing and customer service (includes transfer and conference). This service does not support outbound applications.

Ñ Outbound Call Management (service 98) supports outbound call

applications such as power or predictive dialing (includes transfer and conference). This service does not support inbound applications.

Ñ Host Enhanced Routing (service 100) supports the RouteRequest and

RouteCall messages, giving the host application the ability to route incoming calls.

Ñ Host Enhanced Voice Processing (service 101) supports voice-

processing capability for applications.

Service No. Description

95 Obsolete

96 Obsolete

97 Inbound Call Management

98 Outbound Call Management

100 Host Enhanced Routing

101 Host Enhanced Voice Processing

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Host connection considerations

The link to the host computer should be installed and configured following the host manufacturerÕs recommendations. The host may establish one of the following, depending on the type of host computer:

¥ an X.25 Switched Virtual Circuit (SVC) connection over a serial

RS-232 (up to 19.2 kbps) physical interface

¥ TCP/IP connection over an Ethernet LAN

If the host computer is located more than 15 m (50 ft) from the IPE Module or Application Module with an RS-232 connection, limited-distance modems must be used at each end to carry the data signal (using standard data communication techniques). You may select and install limiteddistance modems to connect the host computer and the IPE Module or Application Module. Nortel neither supplies nor recommends a particular make or model of modem for this purpose. If diagnostic activities indicate that problems exist with the modems, Nortel support personnel will recommend that the customer call in service representatives for the modem equipment.

Note: When setting up a redundant Meridian Link, two host connections are required, and two AML links must be configured on the Meridian 1. Also, two communication paths (either two X.25 ports or two TCP/IP addresses) must be set up to connect with two Meridian Link modules.

Ethernet LAN-based host

To use an Ethernet LAN-based host computer, a local area network (LAN) must be installed between an Ethernet LAN-based host computer and the Meridian Link/CCR IPE Module or Application Module. Each IPE Module or Application Module must have the Network Service Extension (NSE) software running to provide TCP/IP service.

The Ethernet LAN-based host connection is compatible with IEEE802.3 Ethernet Standards and Ethernet II Standards using 10-based T, 10-based 2, 10-based 5, and fiber optics.

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Chapter 2: Overview of Meridian Link 25

Ethernet support is automatically enabled during application installation. All NSE files will be loaded to the hard disk for configuration by the customer during installation. To configure the NSE, see Procedure 8 in Chapter 14, ÒSoftware installation, upgrade, and update procedures.Ó

Note: If you do not intend to provide Ethernet LAN-based communications on your system, you should disable the support during application installation (you do this by entering the appropriate keycode). By disabling this support, you increase the processing power available to Meridian Link and CCR.

For Ethernet LAN support, Application Modules must contain

¥ an MVME167-02 SBC card

¥ an MVME712M transition card

¥ a generic I/O panel

¥ NT7D47DA and NT7D47EA cables

For more information about installing the NT7D47DA and NT7D47EA cables, refer to Procedure 28: Installing the cables for Ethernet LAN support in Chapter 17, ÒHardware upgrade.Ó

For more information about the MVME167-02 card, the MVME712M transition card, and the generic I/O panel, refer to Chapter 4, ÒMeridian Link/CCR hardware.Ó

When you disconnect the IPE Module or Application Module from the network, you must use the maint command stopNSE to disable the NSE software, or error messages will appear on the system console. For more information on the stopNSE command, refer to the Application Module and

Intelligent Peripheral Equipment Module Diagnostic and Maintenance Guide (NTP 553-3211-510).

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Meridian Mail software requirements

A Meridian Mail system can be connected to the IPE Module or Application Module to provide voice-processing capability to an application based on Meridian Link. The link between the IPE Module or Application Module and the Meridian Mail system is called the Meridian Mail Link (MML).

The Meridian Mail system must be equipped with Release 8 (or later) software with the Access Enable option, and Meridian 1 must be equipped with X11 Release 19 (or later) software.

Operations, Administration, and Maintenance (OA&M)

The IPE Module and the Application Module also provide a basic Operations, Administration, and Maintenance (OA&M) command interface, which allows you to perform functions such as the following:

¥ access and configure applications (start or stop applications, configure

the application to start automatically and enter the application interface)

¥ power down the system safely

¥ schedule and perform system backup and restore operations

¥ run diagnostics

¥ change user passwords

¥ run traces on links

¥ access the Meridian 1 console, if console-sharing capability is

configured

¥ look at system information (system version, system logs)

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Chapter 3: Overview of Customer Controlled Routing

Customer Controlled Routing (CCR) is a product that enables you to control and route Automatic Call Distribution (ACD) calls entering your Meridian 1 system. For example, for an incoming ACD call, you can provide a specific recorded announcement, music, or both, before assigning the call to an agent.

Principal hardware components used by CCR are

¥ a Meridian 1 system

¥ an Application Module or Intelligent Peripheral Equipment (IPE)

Module (which contains the CCR application, service 99)

Connecting these hardware components is a signaling link called the Application Module Link (AML), sometimes referred to as a Command and Status Link (CSL).

In addition, the IPE Module or Application Module provides an interface for a system console, which enables you to perform administration and maintenance. A port that is designed to be connected to a modem allows you to perform these activities from a remote location.

CCR also provides for as many as three terminals or printers on an IPE Module (depending on the applications installed) or eight terminals or printers on an Application Module. You can increase the number of terminals by adding LAN-based PCs.

Figures 4 and 5 show how these hardware components are connected.

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Figure 4 CCR hardware connections (IPE Module)

PC using

Printe

Reflection 4+

LAN

Printer

Terminal

Meridian 1

AML

Cable NT1R03BA

IPE Module installed in a Meridian 1

Cable NT1R03A

Maintenance Console

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Chapter 3: Overview of Customer Controlled Routing 29

Figure 5 CCR hardware connections (Application Module)

Remote Diagnostics

PC using Reflection 4+

Printer

Maintenance Console

AML

LAN

Application Module installed in a Meridian 1

Meridian 1

PC using Reflection 4+

The key software required to make these hardware components and links work together is the CCR application, which resides in the IPE Module or the Application Module.

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CCR application

CCR works with the Automatic Call Distribution (ACD) feature on your Meridian 1 to give you more control over the handling of incoming calls. Each call coming through an ACD queue can be given individualized handling and treatment. CCR provides specialized treatments for different types of calls and, at the same time, pools your ACD resources to best handle your call load.

CCR accomplishes this using a special kind of ACD Directory Number (DN) called a Control DN (CDN), which is assigned to each incoming call. Each CDN defined in Meridian 1 can have a unique series of call-handling instructions applied to it. These instructions are contained in a script, which is maintained using the CCR application.

The script determines how a call will be routed to the appropriate destination and how that call is treated while waiting in an ACD queue. Scripts can be as simple or as sophisticated as your application requires and are not limited to a specific number of steps.

Using a script, you can, for example

¥ simultaneously queue a call to as many as eight ACD DNs, also

referred to as ACD queues

¥ simultaneously assign a call a different priority level for each queue

¥ change priority levels, depending on special conditions such as the age

of the call

¥ define recorded announcements, music, or both, for incoming calls

¥ determine how long a customer must wait before some action is taken

An example of CCR call handling

A customer service organization typically receives calls from a number of different types of users. The organization may have different products that they sell and support, and they may also have an elite client list to which they provide special services.

These requirements can be handled using a single script that contains the following types of instructions:

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¥ For elite clients Any incoming call coming from telephone number

XXX or YYY goes into the ACD queue with a higher priority (using the Calling Line Identification, or CLID, feature).

¥ Sales for all products Any incoming call to DN 1234 goes into the

ACD queue for the sales group.

¥ Support for product X Any incoming call to DN 2345 goes into the

ACD queue for the product X support group.

¥ Support for product Y Any incoming call to DN 3456 receives a

recorded announcement (RAN) regarding new product information before going into the ACD queue for the product Y support group.

Key CCR concepts

This section describes terms used for CCR.

Script This is a collection of statements defining call routing and treatment.

CDN A Control DN is a special ACD DN, configured in Meridian 1, to

which no agents are assigned. You must create a script to control calls in the CDN, otherwise the calls are put into the default mode. A script is associated with a CDN, so all calls entering a CDN are handled by the same script.

Chapter 3: Overview of Customer Controlled Routing 31

Association This is a mapping between a script and CDNs. The

Association Table tells the system which script controls the calls entering a CDN.

Variable This is a user-defined name that represents a value or set of

values. Variables, such as Òafter_hoursÓ representing the value Ò17:00 to 06:00,Ó are defined in the Variable Table.

Profile All CCR application users have a profile that defines their level of

access to the system and the language they will use (French or English).

Operating system

The IPE Module and Application Module provide base operating system (BOS) software. BOS is release 3 version 7.1 of UNIX System V for 68000family CPUs. For advanced users, BOS contains online operating system information in the form of manual (MAN) pages.

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New with CCR Release 3C

CCR Release 3C introduces the following new features:

¥ expanded DNIS support

¥ support for 8 "Queue to" commands

Expanded DNIS support CCR can route and treat calls based on the DNIS.

With CCR Release 5C, the DNIS digits supported have been expanded from seven digits to a maximum of 31 digits. X11 Release 24 is required to support more than seven digits.

Support for 8 "Queue to" commands" This feature allows a call waiting

for an available agent to be queued to up to eight different queues simultaneously. A call can be queued at each of the eight ACD DNs at the same priority or at different priorities, offering better customer service due to faster response times.

Application Module Link

The Application Module Link (AML) (link 0) uses the LAPB protocol to transfer command and status messages, primarily to perform call processing functions.

Diagnostic tools

Advanced technical users of the IPE Module or Application Module have access to the following diagnostic tools, which provide extra maintenance capabilities:

¥ Remote maintenance access This enables a technician to dial in to the

system from a remote site to perform troubleshooting procedures.

¥ Standalone System Interactive Diagnostics (SSID) software This is

used for testing hardware components when CCR is not running.

System console and maintenance console

You can use a customer-supplied console to enter OA&M commands to the IPE Module or Application Module. The console should be an asynchronous ASCII terminal that is 100 percent compatible with ANSI and DEC VT220. You can use an IBM-compatible personal computer running Reflection 4+.

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Chapter 3: Overview of Customer Controlled Routing 33

If you configure the optional conshare capability available to the IPE Module or Application Module, you can access the Meridian 1 input/output programs from the CCR console.

CCR administration and maintenance

CCR provides an interface for a system console user and as many as eight other terminal users at one time. All users have access to basic OA&M commands and to the CCR application itself. But only one user can create, edit, install, associate, and access CCR data at a time.

CCR employs a full-screen, menu-driven interface that allows you to

¥ set up and maintain profiles for CCR application users

¥ create, modify, and verify scripts

¥ set up and maintain a list of variables that are used within scripts to

make script maintenance easier

¥ set up and maintain associations between scripts and the CDNs defined

on Meridian 1

Consoles/printers

In addition to the system console, CCR can support as many as eight terminals or printers. The additional terminals allow as many as eight application users to have access to the CCR user interface at the same time, although only one user can change CCR data at a time.

Note: The IPE Module can support only a maximum of three terminals or printers; only two if CCR is co-resident with Meridian Link. However, you can increase the number of terminals by adding LAN-based PCs.

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Meridian 1

This section provides overviews of the Meridian 1 hardware and software required for CCR.

Hardware overview

One of the following system types must be installed and operational:

¥ Meridian 1 system options 21, 51, 61, 71, or 81 (not all system options

are supported in all markets)

¥ Meridian 1 system option 11

¥ Meridian SL-1 systems (upgraded) capable of operating on generic X11

Release 17, or later, software

The Meridian 1 system must be up and running, and have the following hardware installed:

¥ one of the following interface cards:

Ñ QPC513 Enhanced Serial Data Interface (ESDI) card (vintage G or

later)

Ñ NT6D80 Multi-purpose Serial Data Link (MSDL) card

Ñ (Option 11 only) NTAK02AB Serial Data Interface/D-Channel

Interface (SDI/DCH) card

¥ a Serial Data Interface (SDI) card if conshare capability is desired

Note: Conshare capability, which gives you access to MeridianÊ1 input/output programs from the IPE Module or Application Module console, is highly recommended to allow for more effective support for your system. If you want to access Meridian 1 and up to three other applications, the Single Terminal Access (STA) feature is available with X11 release 19 and greater. For more information on STA, refer to Chapter 19, ÒSingle Terminal Access.Ó

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Chapter 3: Overview of Customer Controlled Routing 35

Option 11 systems support an SDI port on any of the following cards:

Ñ the CPU/CONF card (NTAK01AB)

Ñ the SDI/DCH card (NTAK02AB)

Ñ the TDS/DTR card (NTAK03AB)

¥ limited-distance modems for communications facilities if the IPE

Module or Application Module is greater than 15 m (50 ft) from the Meridian 1 or peripheral devices, such as terminals and printers

An Application Equipment Module (AEM), if present, must be installed in one of the following configurations:

¥ as a stand-alone AEM column (the configuration used with Meridian

SL-1 style cabinets)

¥ as a module in a Meridian 1 column

Refer to Application Equipment Module Installation Guide (NTP 553-3201-200) for AEM installation procedures.

The following table shows hardware supported for the Meridian Link and CCR applications.

Table 3 Hardware supported for Meridian Link and CCR

Application MVME147 AM MVME167 AM IPE Module

CCR 3C No Yes Yes

Meridian Link 5C and CCR 3C No Yes* Yes

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Software overview

The Meridian 1 must be equipped with one of the following software releases:

¥ Customer Controlled Routing: X11 Release 17 or later (Release 20 for

all Option 11 systems) or X81

¥ Customer Controlled Routing with access to Interactive Voice

Response (IVR) applications: X11 Release 18 (or later)

Following is a minimum software requirement compatibility matrix for the Meridian Link/CCR application.

Table 4 X11 software compatibility matrix

Application Rls. 17 Rls. 18 Rls. 19 Rls. 20 Rls. 21 Rls. 22-24

Meridian Link 4B and CCR 3B

CCR 3B Yes Yes Yes Yes Yes Yes

Meridian Link 5 and CCR 3B

Meridian Link 5 Upissue and CCR 3B

Meridian Link 5C and CCR 3C

Yes Yes Yes Yes Yes Yes

No No Yes Yes Yes Yes

The following software packages (and their prerequisites) are required for Customer Controlled Routing:

¥ Basic ACD (packages 40, 41, and 45)

¥ Command and Status Link (CSL) (package 77)

¥ Enhanced ACD Routing (package 214)

¥ Customer Controlled Routing (package 215)

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Chapter 3: Overview of Customer Controlled Routing 37

¥ Interactive Voice Response (package 218) if the Hold In Queue for IVR

feature is to be used

¥ Call ID (package 247) (requires X11 Release 19 or later)

The following software packages (and their prerequisites) are optional for Customer Controlled Routing:

¥ Dialed Number Identification Service (package 98)

¥ Automatic Call Distribution Package C (package 42)

¥ ACD Load Management (package 43)

¥ Automatic Call Distribution Package D (package 50)

¥ ACD Package D Auxiliary Link Processor (package 51)

¥ Integrated Services Digital Network Signaling (package 145)

¥ ISDN Primary Rate Access (package 146)

¥ ISDN Signaling Link (package 147)

¥ Multi-use Serial Data Link (package 222)

For information about software package prerequisites, refer to X11 Features and Services (NTP 553-3001-305).

CCR may take advantage of many other software packages if they are installed and configured.

Single Terminal Access (STA)

Single Terminal Access allows a single terminal (an STA terminal) to be used as a maintenance terminal for the Meridian 1 system and for any subsystem connected to it (including an IPE Module or an Application Module) to perform all OA&M functions. For more information, refer to Chapter 19, ÒSingle Terminal Access.Ó

The STA feature is supported on

¥ an IPE Module connected to a Meridian 1 Options 21Ð81 system

¥ an Application Module with an MVME167 card

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Chapter 4: Meridian Link/CCR hardware

Meridian Link and CCR hardware consists of either an IPE Module or an Application Module. This chapter describes both of these modules.

Note: If you require a redundant Meridian Link, an additional Meridian Link Module (either an IPE Module or an Application Module) must be installed.

Both the IPE Module and the Application Module use a base operating system (BOS), which supports Meridian Link and CCR. BOS is release 3 version 7.1 of UNIX System V for 68000-family CPUs. For advanced users who need more information, BOS provides operating system information in the form of online manual (MAN) pages.

IPE Module

The IPE Module can be installed in a MeridianÊ1 Option 11 main cabinet or expansion cabinet, or in a Meridian 1 Options 21Ð81 IPE shelf.

In a Meridian 1 Option 11 system, the IPE Module occupies three consecutive slots in the main cabinet (Figure 6) or expansion cabinet (Figure 7). Those three slots must not include slot 1 (reserved for the SDI/TDS [NTAK03AA] card) or slots 10Ð12 in the main cabinet (reserved for Meridian Mail).

Power for the IPE Module comes from the cabinetÕs IPE backplane and consists of +5 V and Ð48 V.

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40 Chapter 4: Meridian Link/CCR hardware

Figure 6 illustrates the IPE Module occupying slots 5Ð7 of the Option 11 main cabinet. Figure 7 illustrates the IPE Module occupying slots 14Ð16 of the expansion cabinet.

Figure 6 Option 11 main cabinet

Meridian 1

Power supply

AC/DC Pwr

Meridian Link

SCSI

0123456789

Pwr

Meridian Mail

Connector

panel

553-3202-210 Standard October 1998

Figure 7 Option 11 expansion cabinet

Chapter 4: Meridian Link/CCR hardware 41

Meridian 1

Power supply

AC/DC Pwr

Meridian Link

SCSI

11 12 13 14 15 16 17 18 19 20

Connector

panel

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

42 Chapter 4: Meridian Link/CCR hardware

Connector panel and I/O connectors (Option 11)

Underneath each cabinet of the Option 11 is a connector panel with ten numbered connector ports. Each connector port connects to the corresponding numbered slot directly above it, inside the cabinet. Figure 8 shows the connector panel for the main cabinet, and Figure 9 shows the connector panel for the expansion cabinet.

The I/O connectors for the IPE Module installed in an Option 11 system are standard, shielded, 50-pin tip-ring-type connector ports on the connector panel, which is located under the cabinet containing the module. The connector ports used depend on the slots occupied by the IPE Module. Tables 5 and 6 show the connector ports used for each possible location of the IPE Module. Figure 6 shows the IPE Module installed in slots 5, 6, and 7 of an Option 11 main cabinet. Table 5 shows that the cables are connected to connector ports J5 and J7.

Figure 8 Option 11 connector panel (main cabinet)

012345678 9

Table 5 Option 11 IPE Module connectors used (main cabinet)

Slots occupied by IPE Module Connector ports used

2, 3, 4 J2 and J4

3, 4, 5 J3 and J5

4, 5, 6 J4 and J6

5, 6, 7 J5 and J7

6, 7, 8 J6 and J8

7, 8, 9 J7 and J9

553-3202-210 Standard October 1998

Figure 9 Option 11 connector panel (expansion cabinet)

11 12 13 14 15 16 17 18 19 20

Table 6 Option 11 IPE Module connectors used (expansion cabinet)

Slots occupied by IPE Module Connector ports used

11, 12, 13 J11 and J13

12, 13, 14 J12 and J14

13, 14, 15 J13 and J15

14, 15, 16 J14 and J16

Chapter 4: Meridian Link/CCR hardware 43

15, 16, 17 J15 and J17

16, 17, 18 J16 and J18

17, 18, 19 J17 and J19

18, 19, 20 J18 and J20

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44 Chapter 4: Meridian Link/CCR hardware

IPE Module Options 21Ð81

In a Meridian 1 Options 21Ð81 system, the IPE Module occupies four consecutive slots on an IPE shelf (Figure 10). Power for the IPE Module comes from the shelfÕs IPE backplane and consists of +5 V and Ð48 V.

Figure 10 Options 21Ð81 cabinet

---

----

---

553-3202-210 Standard October 1998

Connector panel and I/O connectors (Options 21Ð81)

The I/O connectors for the IPE Module installed in an Options 21Ð81 IPE shelf are standard, shielded, 50-pin tip-ring-type connectors on one of the I/O panels in the rear of the IPE shelf containing the module. Each panel has ten connector ports. The I/O panel and connector ports used depend on the slots occupied by the IPE Module. Figure 11 shows the connector ports used for an IPE Module installed in slots 0Ð3 of an NT8D37 shelf. This figure is illustrative only; for specific information about the relationship between slots and connector ports, refer to Chapter 9, ÒMeridian Link/CCR interface cabling.Ó

Note: Older CE/PE or IPE shelves (vintages AA and DC) do not have fully cabled backplanes. They have one and a half cards per cable and therefore you must reroute backplane cables inside the CE/PE or IPE shelves before installing the IPE Module. For more information, refer to the section on ÒBackplane cable rerouting for Options 21Ð81 CE/PE and IPE backplanesÓ in Chapter 9, ÒMeridian Link/CCR interface cabling.Ó

Figure 11 Options 21Ð81 IPE Module connectors (rear view)

Chapter 4: Meridian Link/CCR hardware 45

50-Pin connector

ABLK

SRNM

IPE backplane

Left I/O panel Right I/O panel

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

FEDC

NT1R03BA

NT1R03AA

Ethernet

46 Chapter 4: Meridian Link/CCR hardware

IPE Module components

The IPE Module (Figure 12) contains an SMM167 single board computer (SBC) card, a 240-Mbyte disk drive, a 600-Mbyte tape drive, and a CPU adapter card. Only the IPE Module as a whole is field-replaceable.

SMM167 single board computer (SBC) card

This card, one of the Motorola MVME167 family, consists of the following:

¥ MC68040 microprocessor operating at 25 MHz

¥ 16 Mbytes of dynamic random access memory (DRAM)

¥ MC68882 floating point coprocessor

¥ shared dynamic random access memory (DRAM) with parity

¥ time-of-day clock and calendar with battery backup

¥ 128 kbytes of static random access memory (SRAM)

The SBC card provides the following interfaces:

¥ Small Computer Systems Interface (SCSI) bus interface with direct

memory access (DMA) channel to control the disk/tape unit

¥ eight serial I/O ports with EIA-232-D buffers

¥ Ethernet transceiver interface

The SMM167 card is not field-replaceable.

The distance between the IPE Module and the terminals must be 15 m (50 ft) or less due to the restriction of the RS-232 connections. Any distances over 30 m (100 ft) require a limited-distance modem. See Chapter 11, ÒPeripheral device cabling interfaceÓ later in this guide.

IPE Module faceplate

The IPE Module faceplate contains a SCSI connector, four light-emitting diodes (LEDs), and three switches, as illustrated in Figure 12.

The SCSI connector must contain a SCSI terminator.

553-3202-210 Standard October 1998

Chapter 4: Meridian Link/CCR hardware 47

The LEDs show the following conditions:

¥ PWR indicator This green LED is lit when power is turned on.

¥ Run indicator This yellow LED is lit almost continuously when an

application is running, but flickers every few seconds.

¥ SCSI indicator This yellow LED is lit almost continuously when in

use. The intensity varies according to the amount of data movement.

¥ Fail indicator This red LED is lit continuously when a hardware

failure occurs on the SBC card. It is normal for this indicator to flash while diagnostics are being run (after power-on or during rebooting).

The switches perform the following functions:

¥ Power pushbutton This pushbutton turns power on and off the IPE

Module.

¥ ABORT button This button, when pressed, stops program execution

and returns control to the debugger. Do not press this button. If you accidentally press it, all software operations will stop and you will be in the firmware debugger. In this case, press the red RESET button immediately to reboot the system. Software diagnostics during system boot will attempt to repair possible file system damage caused by the non-standard shutdown.

¥ RESET button This button invokes a cold restart. The system performs

a self test and then reboots. Do not press the button while an application is running. Exit the application and prepare the system for powering down before pressing the RESET button. If the SBC card is the system controller, this button also generates a VME bus system reset. The software powerdown procedure is provided in Chapter 14, ÒSoftware installation, upgrade, and update procedures.Ó

CAUTION

Risk of data loss

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

Do not press both the ABORT and RESET buttons at the same timeÑyou risk losing device configuration information.

48 Chapter 4: Meridian Link/CCR hardware

Figure 12 IPE Module

Hard disk

External

SCSI connector

Tape drive

SCSI

PWR

RUN

SCSI

ABORT

RESET

FAIL

Fits to the IPE backplane for

power and I/O

CPU adapter card

SMM167 CPU board

553-3202-210 Standard October 1998

Table 7 Tape usage

Chapter 4: Meridian Link/CCR hardware 49

Tape drive (IPE Module)

The tape drive is a 600-Mbyte cassette tape drive, and cannot be replaced in the field.

The following tapes are supplied with the IPE Module:

¥ a 155-Mbyte tape that provides the operating system for the IPE

Module

¥ a 155-Mbyte tape that provides the application software

¥ at least one blank tape for backups

Note: As shown in Table 7, the IPE Module cannot write to a 155-Mbyte tape, so you should only use a 600-Mbyte tape for backup. (You cannot see through the sprocket holes of a 600-Mbyte tape.)

Module 600-Mbyte tape 155-Mbyte tape

IPE Module Read and write operations

(backup and program load)

Application Module with 155-Mbyte tape drive (NT7D62)

Not compatible Read and write operations

Disk drive (IPE Module)

The disk drive is a 240-Mbyte drive, and cannot be replaced in the field.

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

Read operation only (program load only)

(backup and program load)

50 Chapter 4: Meridian Link/CCR hardware

Application Module

An Application Module (AM) is a Versa Module Eurocard (VME) platform that is packaged with the Application Equipment Module (AEM) of a Meridian 1. The AEM is a modified Universal Equipment Module (UEM), and can house two separate Application Modules.

The Application Module consists of a VME bus backplane, a single board computer (SBC) card, one or more I/O cards and corresponding transition cards, a hard disk and streamer cassette tape unit, and a power supply. The Application Module chassis measures approximately 35.5 cm (14 in.) high, 32 cm (12-3/4 in.) wide and 32 cm (12-1/2 in.) deep.

An Application Module can co-reside with another Application Module in a single Application Equipment Module.

If your Application Module contains Meridian Link but not CCR, it is referred to as a Meridian Link Module and may have one of the five configurations shown in Table 8. Table 8 shows the upgrade path for each configuration. Notice that the second and fourth configurations are the first and third configurations upgraded to an MVME167 card.

If your Application Module contains CCR but not Meridian Link, it is referred to as a CCR Module and may have one of the five configurations shown in Table 9. Table 9 shows the upgrade path for each configuration. Notice that the second and fourth configurations are the first and third configurations upgraded to an MVME167 card.

Your current module may have other hardware that varies from other modules (for example, I/O panels, tapes, and disk drives), but these are not important for determining upgrade paths.

The Application Module allows PC-based Meridian Link and CCR maintenance consoles, CCR scripting consoles, and LAN-based host computers to be connected to the Application Module through Ethernet.

553-3202-210 Standard October 1998

Table 8 Hardware upgrade paths for Meridian Link Modules

Chapter 4: Meridian Link/CCR hardware 51

Meridian Link Module

configuration

MVME147 card MVME712AM card No NT6D51AA card Internal modem AC or DC power

MVME167 card (Upgrade from above) MVME712AM card No NT6D51AA card Internal modem AC or DC power

MVME147 card MVME712A card No NT6D51AA card No internal modem DC power

MVME167 card (Upgrade from above) MVME712A card No NT6D51AA card No internal modem DC power

Upgrade path to

Release 5C

None required. Possible upgrade to MVME167 card for increased performance (see below).

None required. No No

None required. Possible upgrade to MVME167 card for increased performance (see below).

None required. No No

Supports

co-residency?

No No

Supports

Ethernet LAN?

MVME167 card MVME712M card NT6D51AA card No internal modem AC or DC power

None required. Yes.

Requires an MVME332 card.

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

Yes. Requires NT7D47DA internal cable and NT7D47EA drop cable.

52 Chapter 4: Meridian Link/CCR hardware

Table 9 Hardware upgrade paths for CCR Modules

CCR Module

configuration

MVME147 card MVME712AM card MVME332 card NT6D51AA card Internal modem AC or DC power

MVME167 card (Upgrade from above) MVME712AM card MVME332 card NT6D51AA card Internal modem AC or DC power

MVME147 card MVME712A card MVME332 card NT6D51AA card No internal modem DC power

MVME167 card (Upgrade from above) MVME712A card No MVME332 card No NT6D51AA card No internal modem DC power

Upgrade path to

Release 3C

None required. Possible upgrade to MVME167 card for increased performance (see below).

None required. Yes No

None required. Possible upgrade to MVME167 card for increased performance (see below).

None required. Yes No

Supports

co-residency?

Yes. Requires an MVME167 card (see below).

Supports

Ethernet LAN?

MVME167 card MVME712M card MVME332 card NT6D51AA card No internal modem AC or DC power

553-3202-210 Standard October 1998

None required. Yes. Yes.

Requires NT7D47DA internal cable and NT7D47EA drop cable.

AEM power

Figure 13 AEMÑfront view

Module Power Distribution Unit (MPDU)

Breaker for left-side module

Chapter 4: Meridian Link/CCR hardware 53

The AEM has an NT7D54AA (for AC power) or NT7D54AB (for DC power) module power distribution unit (MPDU) on the left side (as you face the AEM). The top circuit breaker in the MPDU controls power to the leftside Application Module (closest to the MPDU). The bottom breaker controls power to the Application Module on the right side of the AEM. Figure 13 illustrates an AEM viewed from the front.

Note: Only the NT7D54AB (DC power) AEM is available in Europe.

Application Module (left side)

Application Module (right side)

Breaker for right-side module

Note: Either side of the AEM could house the Application Module running Meridian Link and/or CCR. The other Application Module could support another application.

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54 Chapter 4: Meridian Link/CCR hardware

CAUTION

Risk of hardware damage

If you want to remove a card from an Application Module, you must perform the required software and hardware power-down processes. Hardware can be damaged if a component is reseated on the VME bus while the power is on, and the operating system can be corrupted if the power switch is turned off before the application performs a shutdown.

Application Module components

The Application Module chassis assembly houses the following basic components (order codes for field-replaceable components are listed in Chapter 20, ÒOrderingÓ at the end of this guide):

¥ an MVME147SA-1 or an MVME167-03 single board computer (SBC)

card

¥ an MVME333-102 X.25 Communication Controller (XCC) card

¥ an MVME332XTS transition card to support co-residency (present only

if CCR is installed)

¥ an MVME712M, MVME712A or MVME712AM transition card

¥ an MVME705B transition card

¥ an NT6D51AA transition card (required only if an MVME332XTS

card is present)

¥ a P2 adapter board

¥ a slide-in AC or DC power supply

¥ a slide-in disk-tape unit, which could be any of the following:

Ñ NT7D62AA: a 104-Mbyte hard disk drive and a 155-Mbyte tape

drive

Ñ NT7D62AB: a 172-Mbyte or a 180-Mbyte hard disk drive and a

155-Mbyte tape drive

553-3202-210 Standard October 1998

Chapter 4: Meridian Link/CCR hardware 55

Ñ NT7D62AC: a 240-Mbyte hard disk drive and a 155-Mbyte tape

drive

¥ a six-slot VME bus backplane

¥ a power sense card

¥ a SCSI bus interface with direct memory access (DMA)

¥ an input/output (I/O) subpanel, a universal I/O panel, or a generic I/O

panel

CAUTION

Risk of system interruption

As shown in Figure 14, slots in the front of the Application Module house the power supply, circuit cards, and the disk/tape unit as follows:

¥ the first card slot houses an MVME147 or MVME167 SBC card

It is recommended that suitable battery backup or uninterruptible power supply (UPS) be installed so that applications running on the Application Equipment Module are not affected by commercial power outages.

¥ the second slot houses the MVME333-2 XCC card

¥ the third slot houses the MVME332XT or MVME332XTS card (for

CCR/Co-resident Module)

¥ the remaining slots are covered by blank faceplates to channel air flow

and thus maintain adequate cooling

CAUTION

Risk of hardware damage

Meridian Link Release 5C/CCR Release 3C Installation and Upgrade Guide

Do not operate the Application Module if the blank faceplates have been removed; overheating may cause equipment damage.

56 Chapter 4: Meridian Link/CCR hardware

Figure 14 Application ModuleÑfront view

CCR/Co-resident Module (left side)

Power supply

Disk/tape unit: topÑtape drive bottomÑhard disk drive

Meridian Link Module (right side)

1 6 7

553-3202-210 Standard October 1998

Figure 15 Application ModuleÑrear view

Chapter 4: Meridian Link/CCR hardware 57

Meridian Link Module

CCR/Co-resident Module

Transition cards

Part of chassis (cannot be ordered)

Power sense card

As shown in Figure 15, slots at the rear of the Application Module house the following cards:

¥ MVME712M (double-width), MVME712A, or MVME712AM

transition card

¥ MVME705B transition card

¥ NT6D51AA transition card (for CCR/Co-resident Module)

The power sense card and the adapter board are mounted in the rear of the Application Module, either on the I/O subpanel, which is installed in the AEM I/O panel in older installations, or on a central bracket at the bottom of the AEM.

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58 Chapter 4: Meridian Link/CCR hardware

Single board computer card (Application Module)

The first VME card slot (left-hand slot) of the Application Module is occupied by the single board computer (SBC) card. One of two cards may be installed, either the MVME147 or the MVME167 card.

MVME147SA-1

The MVME147 card consists of the following:

¥ MC68030 microprocessor

¥ 8 Mbytes of random access memory (RAM)

¥ MC68882 floating point coprocessor

¥ shared dynamic random access memory (DRAM) with parity

¥ time-of-day clock and calendar with battery backup

¥ 2 kbytes of static random access memory (SRAM)

¥ four read-only memory (ROM) sockets

¥ two 16-bit tick timers for periodic interrupts

¥ watchdog timer

The SBC card provides the following interfaces:

¥ SCSI bus interface with DMA channel to control the disk/tape unit

¥ four serial I/O ports with RS-232 interface

¥ Ethernet transceiver interface

The SBC card also provides the following functions:

¥ VME bus interrupter

¥ VME bus system controller functions

¥ VME bus master interface

¥ VME bus requester

553-3202-210 Standard October 1998

Chapter 4: Meridian Link/CCR hardware 59

There are four light-emitting diodes (LEDs) and two switches on the faceplate of the SBC card, as illustrated in Figure 16.

The LEDs show the following conditions:

¥ Fail indicator This red LED is lit continuously when a hardware or

software failure occurs on the SBC. It is normal for this indicator to flash while diagnostics are being run (after power-on or during rebooting).

¥ Status indicator This yellow LED is lit when the MC68030 Status

signal goes low. When steadily lit, the LED indicates that the processor has stopped. When applications are running, the LED is lit almost continuously but flickers every few seconds.

¥ Run indicator This green LED is lit when the microprocessor executes

a bus cycle. When applications are running, the LED is lit almost continuously but flickers every few seconds.

¥ SCON indicator This green LED is always steadily lit to indicate that

the SBC card is the VME bus system controller.

The switches perform the following functions:

¥ ABORT switch This switch, when pressed, stops program execution

and returns control to the debugger. Do not press this switch. If you accidentally press it, all software operations will stop and you will be in the firmware debugger. In this case, press the red RESET switch immediately to reboot the system. Software diagnostics during system boot will attempt to repair possible file system damage caused by the non-standard shutdown.

¥ RESET switch This switch invokes a cold restart. The system

performs a self test and then reboots. Do not press the switch while applications are running. Exit all applications and prepare the system for powering down before pressing the RESET switch. If the SBC card is the system controller, this switch also generates a VME bus system reset. The software power-down procedure is provided later in this guide.

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60 Chapter 4: Meridian Link/CCR hardware

CAUTION

Risk of data loss

The MVME712 transition card makes all serial I/O connections for the SBC card. The SBC card communicates with the transition card through the P2/J2 connector and the P2 adapter board. The SBC card connects to the VME bus through the P1/J1 connector for address and data signals.

Do not press both the ABORT and the RESET switches at the same timeÑyou risk losing device configuration information.

553-3202-210 Standard October 1998

Chapter 4: Meridian Link/CCR hardware 61

Figure 16 MVME147SA-1 single board computer (SBC) card (Application Module)

MVME

147SA-1

FAIL

STATUS

RUN

SCON

RMT RST

ABORT

RESET

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62 Chapter 4: Meridian Link/CCR hardware

MVME167-03

This card, one of the Motorola MVME167 family, may be installed in place of the MVME147 card in new modules running Meridian Link and/or CCR.

The MVME167 card consists of the following:

¥ MC68040 microprocessor operating at 25 MHz

¥ 16 Mbytes of dynamic random access memory (DRAM)

¥ MC68882 floating point coprocessor

¥ shared dynamic random access memory (DRAM), with parity

¥ time-of-day clock and calendar with battery backup

¥ 128 kbytes of static random access memory (SRAM)

The SBC card provides the following interfaces:

¥ SCSI bus interface with DMA channel to control the disk/tape unit

¥ four serial I/O ports with EIA-232-D buffers

¥ one parallel I/O port with an EIA-232-D buffer

¥ Ethernet transceiver interface

The SBC card also provides the following functions:

¥ VME bus interrupter

¥ VME bus system controller functions

¥ VME bus master interface

¥ VME bus requester

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Chapter 4: Meridian Link/CCR hardware 63

There are eight light-emitting diodes (LEDs) and two switches on the faceplate of the SBC card, as illustrated in Figure 17.

The LEDs show the following conditions:

¥ Fail indicator This red LED is continuously lit when a hardware or

software failure occurs on the SBC. It is normal for this indicator to flash while diagnostics are being run (after power-on or during rebooting).

¥ Status indicator This yellow LED is lit when the MC68040 Status

signal goes low. When steadily lit, the LED indicates that the processor has stopped.

¥ Run indicator This green LED is lit when the microprocessor executes

a bus cycle. When applications are running, the LED is lit almost continuously but flickers every few seconds.

¥ SCON indicator This green LED is always steadily lit to indicate that

the SBC card is the VME bus system controller.

¥ LAN indicator This green LED is lit when the LAN chip is the local

bus master.

¥ +12 V indicator This green LED is lit when power is available to the

transceiver interface.

¥ SCSI indicator This green LED is lit when the SCSI chip is the local

bus master.

¥ VME indicator This green LED is lit when the board is using the VME

bus, or when the board is accessed by the VME bus.

The switches perform the following functions:

¥ ABORT switch This switch, when pressed, stops program execution

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64 Chapter 4: Meridian Link/CCR hardware

¥ RESET switch This switch invokes a cold restart. The system

performs a self-test and then reboots. Do not press the switch while applications are running. Exit all applications and prepare the system for powering down before pressing the RESET switch. If the SBC card is the system controller, this switch also generates a VME bus system reset. The software power-down procedure is provided in Chapter 14, ÒSoftware installation, upgrade, and update procedures.Ó

CAUTION

Risk of data loss

Do not press both the ABORT and the RESET switches at the same timeÑyou risk losing device configuration information.

553-3202-210 Standard October 1998

Chapter 4: Meridian Link/CCR hardware 65

Figure 17 MVME167-03 single board computer (SBC) card (Application Module)

MVME

167

FAIL STAT

RUN SCON

LAN +12V

SCSI VME

ABORT

RESET

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66 Chapter 4: Meridian Link/CCR hardware

MVME333-2 X.25 communication controller (XCC) card

The MVME333-2 X.25 communication controller (XCC) card occupies the second card slot in the front of the Application Module. This card supports the synchronous data links to the Meridian 1. The XCC card contains the following:

¥ an MC68010 microprocessor

¥ an MC68450 DMA controller

¥ 512 kbytes RAM

¥ up to 128 kbytes of ROM

There is a single red LED (Fail indicator) on the faceplate, as illustrated in Figure 18. The LED lights when a hardware or LAPB/X.25 communication software error occurs.

553-3202-210 Standard October 1998

Chapter 4: Meridian Link/CCR hardware 67

Figure 18 MVME333-2 X.25 communication controller (XCC) card (Application Module)

MVME

333-2

FAIL

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68 Chapter 4: Meridian Link/CCR hardware

MVME332XT or MVME332XTS asynchronous communication controller (ACC) card

The MVME332XT or MVME332XTS asynchronous communication (ACC) card is used to provide extra terminal/printer ports. The card provides an RS-232 interface between the VME system and the asynchronous serial I/O peripheral devices like the RS-232 modems, printers, and terminals. The ACC card is located in the third card slot in the front of the Application Module.

There are three LEDs on the faceplate of the MVME332XT card and two on the MVME332XTS card (Figure 19). The LEDs show the following conditions:

¥ Fail indicator This red LED is lit when a hardware failure occurs on

the ACC card.

¥ Halt indicator This red LED is lit steadily when the on-board

processor halts, indicating an ACC card malfunction.

¥ Run indicator The Run indicator LED is found on the MVME332XT

card only. This green LED indicates the activity level of the ACC card by lighting dimly, brightly, or in pulsing mode. A dimly lit LED indicates that the system is idle, meaning that no terminal activities are occurring. A brightly lit or pulsing LED indicates data transfer activities such as keyboard input or display updates.

553-3202-210 Standard October 1998

Chapter 4: Meridian Link/CCR hardware 69

Figure 19 MVME332XTS asynchronous communication controller (ACC) card

MVME

332XTS

FAIL

HALT

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70 Chapter 4: Meridian Link/CCR hardware

Transition cards

The MVME system serial I/O uses various transition cards to route signals to standard external connectors such as DB25, DB9, and RJ11 (teledapt).

The transition cards available are the MVME712M, MVME712A, MVME712AM, MVME705B and NT6D51AA. These cards have specific capabilities and hardware configurations. The descriptions and illustrations of these cards follow.

MVME712M transition card

This new transition card (shown in Figure 20) provides an interface between the SBC card and peripheral devices such as the system console. It connects to the J2 connector of the SBC card through the P2 adapter board.

The MVME712M card faceplate provides four 25-pin connectors. Connectors SP1-3 are for asynchronous serial ports 1Ð3; connector SP4 is for synchronous/asynchronous serial port 4. The MVME712M card does not contain an internal modem.

This transition card also provides an Ethernet connection.

553-3202-210 Standard October 1998

Figure 20 MVME712M transition card (Application Module)

MVME 712 M

SERIAL PORT 3

SERIAL PORT 1 / CONSOLE

SERIAL PORT 4

SERIAL PORT 2 / TTY01

Chapter 4: Meridian Link/CCR hardware 71

ETHERNET

PRINTER

INTERFACE

SCSI

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72 Chapter 4: Meridian Link/CCR hardware

MVME712A and MVME712AM transition cards

The MVME712A and MVME712AM cards provide four 9-pin connectors (asynchronous serial ports 1Ð4) and a printer port connector. Additionally, the MVME712AM card provides an RJ11 port.

The MVME712AM card (shown in Figure 21) has a built-in modem and is used in countries in which that modem type is approved. The MVME712A transition card, which does not provide a built-in modem, uses a locally approved external modem for remote maintenance.

The built-in modem in the MVME712AM card provides full duplex operation over two-wire Public Switch Telephone Networks (PSTNs). It operates in asynchronous mode at data rates of 300, 600, 1200, or 2400 bps.

553-3202-210 Standard October 1998

Figure 21 MVME712AM transition card (Application Module)

MVME

712AM

SERIAL PORT 1

CONSOLE

TTY01

SERIAL PORT 4SERIAL PORT 2 SERIAL PORT 3

Chapter 4: Meridian Link/CCR hardware 73

PRINTER

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74 Chapter 4: Meridian Link/CCR hardware

MVME705B transition card

This transition card (shown in Figure 22) provides the transceivers that convert the I/O signals from the XCC card to the RS-232 and/or RS-422 standard for serial data communications. A 64-conductor flat ribbon cable connects the transition card to the XCC card.

The MVME705B transition card provides three serial ports. The ports SP1 and SP3 are synchronous ports. Each of these ports can be configured independently to support DCE or DTE. Port SP5 is the debug port used only by Nortel support personnel; it is not used in the field.

Note: The MVME705B transition card that is shipped with the Application Module has port SP1 (ESDI) configured for DTE and port SP3 (host) configured for DCE. When the card is shipped by itself as a replacement card, all ports are configured for DTE (original factory default configuration).

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Figure 22 MVME705B transition card (Application Module)

MVME

705B

SP5

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SP3

SP1

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NT6D51AA transition card

This custom transition card (shown in Figure 23) provides extra terminal/printer ports for CCR and Co-resident Modules. The card routes signals among the ACC card, the asynchronous user terminals, and the outside world. This card has no optional settings. The NT6D51AA card has a DIN 96-pin connector for a cable that goes to the J2 connector on the VME bus backplane. The card also has three DB25 (SP1, SP2, and SP3) subminiature connectors for cables that go to the I/O panel. Each port requires only eight pins per port, so serial ports 1, 2, and 3 are brought out through SP1. Serial ports 4, 5, and 6 come through SP2, and serial ports 7 and 8 come through SP3. Serial port 9 is not used. Three NT7D95AA cables are required to connect SP1, SP2, and SP3 to the I/O panel.

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Figure 23 NT6D51AA transition card (Application Module)

NT6D51AA

SP3

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SP2

SP1

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P2 adapter board

The P2 adapter board (shown in Figure 24) mounts directly behind the SBC card slot, and connects to the SBC card through the J2 connector on the VME bus backplane. The adapter board provides the following:

¥ a 50-pin connector for SCSI cable connection to the disk/tape unit

¥ a 64-pin connector, which interfaces I/O port and printer port signals to

the MVME712 transition card through a 64-conductor ribbon cable

Figure 24 P2 adapter board

C1 B1 A1

2 1

CR1

J3 J4

R3R2R1

C3C2C1

64 63

C32 B32 A32

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Power supply

The slide-in power supply (shown in Figure 25) is available in two versions:

¥ NT7D64AA for AC-powered systems

¥ NT7D64DC for DC-powered systems

The power supply converts incoming 220 V AC, or Ð48 V DC, to +5 V and ±12 V DC voltages, then distributes these voltages throughout the Application Module.

Figure 25 Power supply (Application Module)

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Disk/tape unit

The disk/tape unit (shown in Figure 26) is a slide-in assembly with both a hard disk drive and a cassette tape drive and is used for software installation and backup. A 50-conductor ribbon cable is an integral part of the disk/tape unit, extending the SCSI bus from the SBC card by the P2 adapter board. In the middle of this ribbon cable is an external SCSI connector.

The following disk/tape units are available:

¥ NT7D62AA a 104-Mbyte hard disk drive and a 155-Mbyte tape drive

(found in older systems; this unit is no longer available)

¥ NT7D62AB a 172-Mbyte or a 180-Mbyte hard disk drive and a

155-Mbyte tape drive (found in older systems; this unit is no longer available)

¥ NT7D62AC a 240-Mbyte hard disk drive and a 155-Mbyte tape drive

The following tapes are supplied with the Application Module:

¥ one that provides the operating system for the Application Module

¥ one that provides the application software

¥ at least one blank tape for backups

Note: As shown in Table 10, an Application Module with a 155-Mbyte tape drive (NT7D62) cannot use a 600-Mbyte tape. (You cannot see through the sprocket holes of a 600-Mbyte tape.)

Table 10 Tape usage

Module 600-Mbyte tape 155-Mbyte tape

IPE Module Read and write operations

(backup and program load)

Application Module with 155-Mbyte tape drive (NT7D62)

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Not compatible Read and write operations

Read operation only (program load only)

(backup and program load)

Figure 26 Disk/tape unit (Application Module)

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VME bus backplane (Application Module)

The six-slot VME bus backplane provides connections (at J1 and J2) for circuit cards installed in the front of the Application Module. The upper connector, J1, provides access to the VME bus for data signals. The J2 connector at the rear of the backplane provides connections for the transition cards. These are not the J1 and J2 connectors on the I/O subpanel.

Power sense card (Application Module)

The power sense card monitors over-voltage and under-voltage conditions for each output of the power supply. The power sense card is cabled to a power monitor on the I/O subpanel or, in newer systems, to a central bracket in the bottom of the AEM. Signals from the power monitor are extended to the system monitor in the pedestal of the column. The system monitor checks the status of all power- and cooling-related components in the column.

Alarm cables must be extended from a stand-alone AEM column to the Meridian 1 as described in ÒAlarm connectionsÓ in the Application Equipment Module Installation Guide (NTP 553-3201-200).

I/O connectors (Application Module)

The I/O connectors are 9-pin and 25-pin subminiature D-type connectors. External cables connect to the I/O panel on the AEM. All connectors are shielded from RF and are integral parts of the external cables.

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Meridian America Link-Customer Controlled Routing User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Publication history

Contents

About this guide

References

Chapter 1: Meridian Link/CCR co-residency

Co-residency overview

Keycode

Ethernet LAN-based PC

Chapter 2: Overview of Meridian Link

Meridian Link application

New with Meridian Link Release 5C

Link overview

Diagnostic tools

Meridian 1

Host

Meridian Mail software requirements

Operations, Administration, and Maintenance (OA&M)

Chapter 3: Overview of Customer Controlled Routing

CCR application

New with CCR Release 3C

Application Module Link

Diagnostic tools

Consoles/printers

Meridian 1

Chapter 4: Meridian Link/CCR hardware

IPE Module

Application Module