Nortel CallPilot Server, Communication Server 1000 User Manual

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312

Document status: Standard Document version: 01.02 Document date: 3 May 2007

Sourced in Canada The information in this document is subject to change without notice. The statements, conﬁgurations, technical

data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products speciﬁed in this document. The information in this document is proprietary to Nortel Networks.

The process of transmitting data and call messaging between the CallPilot server and the switch or system is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless speciﬁcally authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Trademarks

*Nortel Networks, the Nortel Networks logo, the Globemark, and Uniﬁed Networks, BNR, CallPilot, DMS, DMS-100, DMS-250, DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail, Norstar, SL-1, SL-100, Succession, Supernode, Contact Center, Telesis, and Unity are trademarks of Nortel Networks.

3COM is a trademark of 3Com Corporation.

ADOBE is a trademark of Adobe Systems Incorporated.

ATLAS is a trademark of Quantum Corporation.

BLACKBERRY is a trademark of Research in Motion Limited.

CRYSTAL REPORTS is a trademark of Seagate Software Inc.

EUDORA and QUALCOMM are trademarks of Qualcomm, Inc.

ETRUST and INOCULATEIT are trademarks of Computer Associates Think Inc.

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GROUPWISE and NOVELL are trademarks of Novell Inc.

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MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.

MYLEX is a trademark of Mylex Corporation.

NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.

NOTES is a trademark of Lotus Development Corporation.

NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.

QUICKTIME is a trademark of Apple Computer, Inc.

RADISYS is a trademark of Radisys Corporation.

ROLM is a trademark of Siemens ROLM Communications Inc.

SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.

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All other trademarks and registered trademarks are the property of their respective owners.

Publication History

May 2007

CallPilot 5.0, Standard 01.02 of Communication Server 1000 and CallPilot Server Conﬁguration issued for general availability. Added information

pertaining to CS 1000 Release 5.0

March 2007

CallPilot 5.0, Standard 01.01 of Communication Server 1000 and CallPilot Server Conﬁguration issued for general availability.

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6 Publication History

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Contents

Chapter 1 How to get help 9 Chapter 2 CallPilot and CS 1000 connectivity overview 11

Overview 11

Reference Documents 12 Contact Center Voice Services Support 16 Section A: CallPilot network setup 17 CallPilot and CS 1000 integration 18 CS 1000 Media Gateway 20 Section B: Understanding call routing 22 CS 1000 call routing components 22 Phantom DNs 24 CallPilot Service Directory Numbers and the SDN Table 25 How calls are routed 27 Multimedia channels in the CallPilot server 29 How multimedia channels are acquired by callers 30

Chapter 3 Connecting the CallPilot server to the CS 1000

system 31

Section A: Installing the MGate card 31 About the MGate card (NTRB18CA) 32 Installing the MGate card (NTRB18CA) 34 Replacing an MGate card (NTRB18CA) 39 Section B: Connecting the CallPilot server to the switch 40 About the DS30X cable 40 Connecting MPB16-4 boards to MGate cards (NTRB18CA) 42 Connecting the MPB96 boards to MGate cards (NTRB18CA) 47

Chapter 4 Conﬁguring the CS 1000 system 51

CS 1000 hardware and software requirements 52 CS 1000 conﬁguration checklist 53 Provisioning the ELAN subnet 57 Deﬁning the Message Register for AML message tracing 59 Conﬁguring CS 1000 IP addresses and enabling the Ethernet interface 59 Deﬁning CallPilot in the customer data block 62

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8 Contents

Conﬁguring the ACD agent queue 67 Conﬁguring ACD agents 68 Enabling the card slots 70 Deﬁning the default ACD DN 71 Conﬁguring CDN queues for messaging services 72 Conﬁguring phantom DNs 73 Conﬁguring dummy ACD DNs 77 Provisioning user phonesets 78 Conﬁguring the route data block for Network Message Service 81 Saving CS 1000 changes 82

Chapter 5 Conﬁguring the CallPilot server software 83

Overview 83 Logging on to Windows 2003 on the CallPilot server 84 Running the Setup Wizard 85 Logging on to the CallPilot server with CallPilot Manager 86 Running the Conﬁguration Wizard 91 Changing pcAnywhere caller passwords 94 Setting Remote Desktop Policy on a Server 95 Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain 97

Chapter 6 Testing the CallPilot installation 107

Checking that CallPilot is ready to accept calls 107 Testing the connection to the ELAN subnet 111 Testing the connection to the NNS Subnet 112 Verifying that CallPilot can receive calls 112 Testing the CallPilot software and channels 113

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Chapter 1 How to get help

This section explains how to get help for Nortel products and services.

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel Technical Support Web site:

ttp://www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More speciﬁcally, the site enables you to:

•

download software, documentation, and product bulletins

• search the Technical Support Web site and the Nortel Knowledge Base

for answers to technical issues

•

open and manage technical support cases

Getting help over the phone from a Nortel Solutions Center

If you don’t ﬁnd the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone

number for your region:

ttp://www.nortel.com/callus

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10 Chapter 1 How to get help

Getting help from a specialist by using an Express Routing Code

To access some NortelTechnical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

ttp://www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller.

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Chapter 2 CallPilot and CS 1000 connectivity overview

In this chapter

"Overview" (page 11) "Contact Center Voice Services Support" (page 16) "Section A: CallPilot network setup" (page 17) "CallPilot and CS 1000 integration" (page 18) "CS 1000 Media Gateway" (page 20) "Section B: Understanding call routing" (page 22) "CS 1000 call routing components" (page 22) "Phantom DNs" (page 24) "CallPilot Service Directory Numbers and the SDN Table" (page 25) "How calls are routed" (page 27) "Multimedia channels in the CallPilot server" (page 29) "How multimedia channels are acquired by callers" (page 30)

Overview

Introduction

This guide describes the Communication Server 1000 (CS* 1000) system setup and CallPilot* server conﬁguration steps of the CallPilot installation. This guide includes:

•

conﬁguring the CS 1000 system for correct operation with CallPilot

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12 Chapter 2 CallPilot and CS 1000 connectivity overview

•

connecting the CallPilot system to the CS 1000 system and the Nortel Server Subnet (NS Subnet)

•

conﬁguring the CallPilot server

Reference Documents

For a list of all CallPilot documents, see the following Customer Documentation Map.

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Overview 13

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14 Chapter 2 CallPilot and CS 1000 connectivity overview

Before you begin

Before conﬁguring the CS 1000 system and CallPilot server:

•

Review the Installing CallPilot section in the CallPilot Installation and Conﬁguration Task List.

•

Complete stage 2 of the CallPilot Installation and Conﬁguration Task List.

•

Complete the worksheets in the CallPilot Installation and Conﬁguration Task List.

Note: If you need a high-level overview of CallPilot and CS 1000 connectivity, then read the remainder of this chapter.

Otherwise, the installation steps begin in the following chapters:

•

for tower or rackmount servers, in Chapter 3 "Connecting the CallPilot

server to the CS 1000 system" (page 31)

•

for the 201i server, in Chapter 4 "Conﬁguring the CS 1000 system"

(page 51)

Complete the steps in each chapter before you continue to the next chapter.

Installation and conﬁguration checklist

Check off the stages and steps in "Installation and conﬁguration checklist"

(page 14) as they are completed.

Installation and conﬁguration checklist

Step

Description

Check

Stage 1: Install the connectivity hardware.

Note: For the 201i server, this stage is not applicable. Hardware connectivity is established when the 201i server is installed in the CS 1000 system, as described in the CallPilot 201i Server Hardware Installation Guide.

If your server is a tower or rackmount server, install the MGate card (NTRB18CA) in the CS 1000 system. For instructions, see "Installing the MGate card (NTRB18CA)"

(page 34).

Connect the tower or rackmount server to the CS 1000 system. For instructions, see "Section B: Connecting the

CallPilot server to the switch" (page 40).

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Overview 15

Step

Description

Check

Stage 2: Configure the CS 1000 system and CallPilot server.

Configure the CS 1000 system. Use the "Switch configuration worksheet" that you completed in the CallPilot Installation and Configuration Task List. For configuration instructions, see "CS 1000 configuration checklist" (page

53).

Run the Configuration Wizard and configure the CallPilot server. Use the "Configuration Wizard worksheet" that you completed in the CallPilot Installation and Configuration Task List. For configuration instructions, see "Running the

Configuration Wizard" (page 91).

Change the pcAnywhere password or set the Remote Desktop Policy.

• If you are using pcAnywhere, continue to "Changing

pcAnywhere caller passwords" (page 94).

Note: pcAnywhere is not supported on the CallPilot 201i system. Continue to "Setting Remote Desktop Policy on

a Server" (page 95).

•

If you are using Remote Desktop Connection, continue to "Setting Remote Desktop Policy on a Server" (page

95).

Stage 3: Test CallPilot connectivity.

Note: For instructions, see Chapter 6 "Testing the CallPilot

installation" (page 107).

Check the CallPilot system-ready indicators to see if CallPilot is ready to accept calls.

Test the connection to the ELAN subnet, if applicable.

Test the connection to the Nortel Server Subnet (NS Subnet).

Verify that CallPilot answers when you dial the Voice Messaging DN.

Stage 4: Test the CallPilot services and channels.

Note: For instructions, see Chapter 6 "Testing the CallPilot

installation" (page 107).

Check the system-ready indicators.

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16 Chapter 2 CallPilot and CS 1000 connectivity overview

Step

Description

Check

Verify network connectivity to the CallPilot server over the ELAN subnet and NNS Subnet.

Verify that CallPilot can receive calls.

Verify that you can leave a message.

Verify that you can retrieve a message.

Verify that each call channel and multimedia channel is functioning correctly.

Check for CallPilot alarms using the Alarm Monitor in CallPilot Manager. Upon confirmation that CallPilot is operating correctly, clear all alarms.

Stage 5: Install CallPilot Manager on a stand-alone web server (optional).

Perform this step only if you want to set up a separate web server for CallPilot administration. This is necessary if you want to use the Reporter application, or if high administration traffic is expected. For instructions, see the CallPilot Software Administration Guide.

Contact Center Voice Services Support

Introduction

This section is applicable only if you are enabling the Contact Center* Voice Services Support feature. This section provides an overview of the speciﬁc CS 1000 conﬁguration steps required for the Contact Center Voice Services Support feature.

Notes:

For Contact Center integration with CallPilot, Contact Center channels can only be voice channels.

ACD overﬂow is not supported.

Conﬁguring the CS 1000 system to support CallPilot and Contact Center Server

This guide provides the speciﬁc CS 1000 system conﬁguration instructions required to support CallPilot. Where there is an exception or additional step required for the Contact Center Voice Services Support feature, this information is also provided. A list of these exceptions and additional steps is provided below:

1. In overlay 17 (see "Provisioning the ELAN subnet" (page 57)), the SECU prompt must be set to YES.

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Section A: CallPilot network setup 17

2. You must set up two additional ACD agent queues: one for ACCESS ports, and one for IVR* ports. See "Conﬁguring the ACD agent queue"

(page 67).

3. In overlay 11, you must specify AST 0 1, where 0 is the number for key 0, and 1 is the number for key 1.

Conﬁguring CallPilot for Contact Center Voice Services Support

To conﬁgure CallPilot for Contact Center Voice Services Support, make the following changes.

1. In the Conﬁguration Wizard, you must specify the following information for the Contact Center Voice Services Support feature:

• On the CS 1000 Information web page, you must specify the Contact

Center Server NNS Subnet IP address.

•

In the Channel Detail Information dialog box, you must select the check box for ACCESS or IVR for channels that are to be used for the Contact Center Voice Services Support feature. These are the same channels that you must program on the CS 1000 system in an ACCESS ACD queue or IVR ACD queue. Also specify the Class ID for the channel.

2. In the CallPilot Manager Service Directory Number page, do the following:

•

Use the ACCESS ACD-DN to create an SDN for the Contact Center Voice Services Support feature.

•

Deﬁne treatment IDs used by Contact Center Server as voice menus or announcements.

See also

See the Contact Center Server documentation for additional CS 1000 system instructions related to Contact Center Server conﬁguration.

For additional information on Contact Center to CallPilot integration, see the CallPilot Distributor Technical Reference.

Section A: CallPilot network setup

In this section

"CallPilot and CS 1000 integration" (page 18) "CS 1000 Media Gateway" (page 20)

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CallPilot and CS 1000 integration

Introduction

This section describes how the CallPilot server is integrated into your network with the CS 1000 system.

Sample network diagrams

201i server

"201i integrated with CS 1000" (page 18) shows an example of how the 201i

server can be integrated with the CS 1000 system in your network.

201i integrated with CS 1000

Tower or rackmount servers

"tower/rackmount server integrated with CS 1000" (page 19) shows how a

tower or rackmount server (for example, 703t, or 1002rp) can be integrated with the CS 1000 system in your network:

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CallPilot and CS 1000 integration 19

tower/rackmount server integrated with CS 1000

Note: The above diagram shows a tower server. However, the same conﬁguration applies to a rackmount server.

CS 1000 network setup

In the previous illustrations, the telephony LAN (TLAN) provides IP connectivity between the CS 1000 system and the i2004 Internet phonesets. The connection between the Call Server and Media Gateway can be point-to-point, or it can be through the LAN, if the system is installed in a distributed data network.

For information about the CS 1000 system and i2004 Internet phoneset bandwidth and network requirements, see the Communication Server

1000S: Installation and Conﬁguration

For a description of each CS 1000 system component, see "CS 1000 Media

Gateway" (page 20).

CallPilot components

CallPilot server

The CallPilot server connects to the CS 1000 system and, where desktop messaging is enabled, to the Nortel Server Subnet (NS Subnet). If your server is a 201i server, it resides inside the CS 1000 system.

MGate card (NTRB18CA) -- tower and rackmount servers only

The MGate card (NTRB18CA) is a line card that is installed inside the CS 1000 system. The MGate card sends the voice and data signals to the MPB boards in the CallPilot server.

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20 Chapter 2 CallPilot and CS 1000 connectivity overview

MPB boards (for tower and rackmount servers only)

The CallPilot server is equipped with one of the following types of MPB boards:

•

MPB16-4 boards DSPs are provided on the MPB16-4 board in the form of two integrated

MPCs and up to four optional MPC-8 cards. (For more information aboutMPC-8 cards, see "MPC-8 cards" (page 20).)

MPB 16-4 boards are no longer shipped with the CallPilot server. The MPB96 supersedes the MPB16-4.

•

MPB96 boards DSPs are provided on the MPB96 board in the form of 12 integrated

MPCs. MPC-8 cards are not required on the MPB96 board.

Each tower or rackmount CallPilot server ships with at least one MPB96 board.

MPC-8 cards

The MPC-8 cards reside in slots in the 201i server, or in the MPB16-4 board for tower or rackmount servers. These cards process the voice and data signals that arrive from the CS 1000 system.

See also "Multimedia channels in the CallPilot server" (page 29).

Modem

The server connects to a modem to allow remote access by a support PC for installation, maintenance, and diagnostics.

Desktop client PCs

You can install desktop client messaging software on client PCs to enable mailbox users to receive phone, fax, and voicemail on their PCs. For more information, see the Desktop Messaging and My CallPilot Installation Guide (NN44200-305).

Any PC that has network access to the CallPilot server and has a web browser installed can be used to administer CallPilot. The CallPilot administration software is web-based.

CS 1000 Media Gateway

Introduction

The Media Gateway and Media Gateway Expansion provide the interface for analog or digital trunks, i2004 Internet phonesets, analog phonesets, and applications such as CallPilot.

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CS 1000 Media Gateway 21

Media Gateway and Media Gateway Expansion

The Media Gateway and the Media Gateway Expansion provides four IPE slots. These slots support cards such as analog line cards, trunk cards, and application cards. The CallPilot 201i server is an application card that occupies two consecutive slots. The MGate Card (NTRB18CA) is a line card that occupies only one slot.

For a list of the cards that are supported by the CS 1000 system, see the

Communication Server 1000S: Installation and Conﬁguration

ATTENTION

Media Gateway shelves in a CS 1000E do not share the same clock reference. Media Gateway expander shelves share the same clock reference as the Media Gateway shelf that they are connected to. In a CS 1000E, all MGate cards connected to the CallPilot system must reside in the same Media Gateway/Media Gateway Expansion shelf pair. For the CS 1000M and CS 1000S, the MGate cards can reside in separate shelves.

"Media Gateway" (page 21) shows a Media Gateway.

Media Gateway

Except for the back panel connectors, the Media Gateway Expansion is similar in external appearance to the Media Gateway.

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22 Chapter 2 CallPilot and CS 1000 connectivity overview

The MGate Card (NTRB18CA), applicable to tower or rackmount servers only, occupies one slot in the CS 1000 system.

For information about the CS 1000 card slots in relation to the 201i server, see CallPilot 201i Server Hardware Installation Guide (NN44200-301).

Section B: Understanding call routing

In this section

"CS 1000 call routing components" (page 22) "Phantom DNs" (page 24) "CallPilot Service Directory Numbers and the SDN Table" (page 25) "How calls are routed" (page 27) "Multimedia channels in the CallPilot server" (page 29) "How multimedia channels are acquired by callers" (page 30)

CS 1000 call routing components

Introduction

The CS 1000 system uses the following components to route calls:

•

Automatic Call Distribution (ACD)

•

Control Directory Number (CDN)

Automatic Call Distribution

Automatic Call Distribution (ACD) is a feature on the CS 1000 system that allows a number of programmed phonesets, known as ACD agents, to share equally in answering incoming calls. In the case of CallPilot, the call-queuing capability of ACD is not used, but the call-handling capability of ACD agents is used.

How CallPilot uses ACD virtual agents

All ACD agents that service CallPilot are put into a single ACD agent queue (unless you are enabling the Contact Center Voice Services Support feature; see "How multimedia channels are acquired by callers" (page

30)). These agents correspond to DS0 channels on the CallPilot server.

Agents are programmed in overlay 11 as 2008 Digital (Aries) sets with Multimedia Messaging Allowed (MMA) class of service. These are not, however, physical phonesets. These are Terminal numbers (TNs) that are programmed to look like real digital sets to the CS 1000 system.

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CS 1000 call routing components 23

Control Directory Number

For CallPilot, you conﬁgure one Control Directory Number (CDN) on the CS 1000 system for each of the following services:

•

a primary CDN for Voice Messaging

•

a secondary CDN for Multimedia Messaging

A CDN queue is like an ACD queue. The key difference is that calls in the CDN queue are managed by CallPilot, while calls in an ACD queue are managed by the CS 1000 system.

Calls are routed to the CDN queue directly or by terminating on a phantom DN or dummy ACD queue, which is forwarded to the CDN.

How CallPilot uses CDNs

A CDN can operate in one of two modes:

•

control mode

•

default mode

Normally, a CDN operates in control mode. In control mode, call treatment and call routing are under the control of the CallPilot server. The CS 1000 system simply provides routing to CallPilot. The server speciﬁes the type of treatment to be given to waiting calls. The server processes the calls on a ﬁrst-come, ﬁrst-served basis and determines to which DS0 channel the call is routed. DS0 channels are conﬁgured as agents of an ACD queue.

A CDN can also operate in default mode (for example, when CallPilot is ofﬂine or the AML is down). In default mode, the CS 1000 system takes over call-routing control. Incoming calls receive default treatment provided by the default ACD DN associated with the CDN.

Call queuing

Incoming calls to the CDN are queued in the order of arrival. If calls cannot be processed immediately and must wait in the queue until resources are available, the ﬁrst caller in the queue is handled ﬁrst.

Call routing

The CallPilot server determines which DS0 channel can provide the dialed service requested by a waiting call, and instructs the CS 1000 system to route the call to the associated ACD agent.

See also

• "Phantom DNs" (page 24)

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Phantom DNs

Introduction

Instead of using phonesets or dummy ACD DNs to route calls, CallPilot can use "virtual telephones" that exist only in software and have no associated hardware. The DN associated with one of these phantom phones is called a phantom DN.

Creating a Phantom DN

To create a phantom DN, you ﬁrst create a phantom loop, and then you deﬁne a TN within that loop. The system recognizes that any TN deﬁned within that loop is a phantom TN. Each phantom TN is assigned a DN (the phantom DN). When the DN is entered in the CallPilot Service Directory Number page, it becomes the dialable number of a CallPilot service.

Phantom DNs forward to a CDN queue

Incoming calls cannot queue up in the phantom TN as they arrive. When a call arrives at a phantom DN, the system forwards it to a CDN queue before it is routed to a multimedia channel for further call handling. However, the system remembers the phantom DN to keep track of the requested service.

Services that should use phantom DNs

Nortel strongly recommends that you use either phantom DNs or dummy ACD DNs (see "Conﬁguring ACD agents" (page 68)) for the following services:

•

all services created with Application Builder that are directly dialable by callers

• Speech Activated Messaging

•

Paced Speech Messaging

•

Voice Item Maintenance

• Fax Item Maintenance

•

Express Voice Messaging

•

Express Fax Messaging

Networking services

The following Networking services can either have a unique phantom DN conﬁgured on the CS 1000 system, or they can share the phantom DN (and SDN) of another service:

•

Enterprise Networking

•

AMIS Networking

•

Integrated AMIS Networking

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CallPilot Service Directory Numbers and the SDN Table 25

Share DNs when your supply of available DNs on the CS 1000 system is low. Create a unique DN when you need to closely monitor each service (for example, so that each service generates its own trafﬁc data in Reporter).

Note: After you conﬁgure the SDN in CallPilot, specify with which service you are sharing the SDN.

Example

You are ready to put a new menu application into service. Phantom DN 6120 is available on the CS 1000 system. In the Service Directory Number page, you type 6120 as the SDN for this service. This is the number that callers dial to access the menu.

CallPilot Service Directory Numbers and the SDN Table

Introduction

When a call arrives at a CDN queue either directly or indirectly from a phantom DN or dummy ACD DN, the CS 1000 system gives the caller ringback treatment. While this happens, the dialed DN is looked up in the SDN Table in CallPilot to determine what service is required.

What is the SDN Table?

The SDN Table is where the CDNs, phantom DNs, or dummy ACD DNs that have been conﬁgured on the CS 1000 system for your CallPilot services are recorded. In this table, the DN (now called an SDN) is associated with a speciﬁc service. You use the CallPilot Manager Service Directory Number page to administer the SDN Table.

What the SDN Table controls

In addition to specifying which service should be activated when a number is dialed, the SDN Table also controls

•

the type of channel the service acquires (voice, fax, or speech recognition)

•

the number of channels allocated to the service The SDN conﬁguration determines the minimum number of channels

guaranteed to a service for simultaneous use and the maximum number of channels that you can use at one time.

•

the session behavior for certain services, such as those created with Application Builder (including the maximum session length and a number of fax options)

Types of SDNs

There are two types of SDNs--inbound SDNs and outbound SDNs.

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Inbound SDNs require DNs on the CS 1000 system

Services that callers dial need inbound SDNs. An inbound SDN corresponds to either a CDN, a phantom DN, or a dummy ACD DN on the CS 1000 system, since callers must be able to dial in to the CS 1000 system with a unique number.

Outbound SDNs do not require DNs on the CS 1000 system

Callers do not dial outbound SDNs. The system uses outbound SDNs to place outbound calls. Because outbound SDNs do not accept incoming calls, a corresponding CDN, phantom DN, or dummy ACD DN is not necessary on the CS 1000 system.

The following services use outbound SDNs:

•

outcalling services (Remote Notiﬁcation, Delivery to Telephone, Delivery to Fax)

•

networking services (AMIS Networking and Enterprise Networking)

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

How calls are routed 27

How calls are routed

Call ﬂow example

Note: The example above uses a phantom DN. The same call ﬂow occurs when a caller dials a dummy ACD DN.

Example of phantom DN or dummy ACD DN usage

Two CDN queues have been conﬁgured:

•

Voice Messaging (6030)

•

Multimedia Messaging (6050)

Two phantom DNs havebeen conﬁgured (the same scenario applies if these are set up as dummy ACD DNs):

•

6090 is the DN for a menu service (without fax items)

•

6095 is the DN for Fax Item Maintenance

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

28 Chapter 2 CallPilot and CS 1000 connectivity overview

In "No available channels, calls queued" (page 28), when the calls come in to the CS 1000 system, there are no available channels, and the calls are queued as a result.

No available channels, calls queued

G10174

CallPilot serverCS 1000

ACD agent queue

DSO channels DSPs

Phantom DN 6090 Voice Menu Service

CDN 6030 Voice Messaging

SDN T able

SDN Feature Name

6050 Multimedia Messaging 6090 Menu 6095 Fax Item Maintenance 6030 Voice Messaging

Pool of MPUs available to support voice, fax, ASR

agent agent agent agent agent agent agent agent

What happens when users dial the service DNs

1. A caller dials 6090 to access a menu service. This phantom DN forwards to CDN 6030 because the menu contains no fax or speech recognition capability.

2. Another caller dials 6095 to access the Fax Item Maintenance service. The call is forwarded to CDN 6050.

3. CallPilot looks up the DNs in the SDN Table on the server to check which service is being requested, the media type required, and the channel allocations for each service.

4. Call 1, to the menu service that contains only voice functions (no fax items), is routed to an ACD agent that is available to handle voice.

5. Call 2, to the Fax Item Maintenance service, is routed to an ACD agent that is available to handle fax.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Multimedia channels in the CallPilot server 29

Multimedia channels in the CallPilot server

Multimedia Processing Units

In addition to the CPU processing power required by CallPilot, calls that are received by CallPilot require DSP processing power to support the voice, fax, and speech recognition features. DSP processing power is provided by Multimedia Processing Units (MPUs) in the CallPilot server. MPUs are provided by the following CallPilot hardware:

•

MPB boards (MPB16-4 for the 1002rp server only, or MPB96)

•

MPC-8 cards (if MPB16-4 boards are used)

Types of multimedia channels

Certain types of media require more channel resources to process them. As a result, three types of multimedia channels handle the various types of CallPilot services. Each type of channel terminates on a different number of MPUs, based on how much processing power is required. For example, integrated fax and voice data takes twice as much processing power as voice-only media. A fax channel, therefore, terminates on two MPUs.

Number of MPUs per Channel Type

Channel type

Number of MPUs Description

Voice

One voice channel requires one MPU.

Fax

Fax requires twice as much processing power as voice-only media, and, therefore, requires two MPUs for one fax channel.

ASR (automated speech recognition)

Speech recognition requires four times as much processing power as voice-only media, and, therefore, requires four MPUs for one speech recognition channel.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

30 Chapter 2 CallPilot and CS 1000 connectivity overview

How multimedia channels are acquired by callers

Introduction

The system uses the information gathered from the SDN conﬁguration to check the ACD agent queue to determine if an idle multimedia channel of the type required by the service is available.

IF THEN

an idle channel (of the required media type) is available

the system passes the call to CallPilot.

idle channels that meet the requirements defined in the SDN Table are not available

the call remains in the CDN queue and the system applies a delay treatment.

The server specifies a default delay treatment of ringback. This means that while a call waits in a queue, the caller hears the phone ringing.

What happens when the call is answered

When a multimedia channel of the appropriate type becomes idle, the call arrives at the multimedia channel and is passed to CallPilot.

Because the SDN Table has already been checked, the requested service is known and is activated. The service also answers the call.

Based on which service is activated, one of the following results happens:

•

The appropriate prompt is played.

•

CallPilot receives a fax.

•

CallPilot records a message.

What happens when the call is dropped

When CallPilot or the caller drops the call (hangs up), the multimedia channel returns to an idle state, ready to be acquired by another call.

What is next?

IF your server is a THEN

tower or rackmount server (600r, 703t, 1002rp, or 1005r)

continue with "Section B: Connecting

the CallPilot server to the switch" (page 40).

201i server continue with Chapter 4 "Configuring

the CS 1000 system" (page 51).

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

+ 98 hidden pages

Nortel CallPilot Server, Communication Server 1000 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual