Nortel CallPilot Server, Communication Server 1000 User Manual

Download

Page 1

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312

Page 2

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.

DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT, MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO, WINDOWS, WINDOWS MEDIA, WINDOWS NT,and WINDOWS SERVER are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

INTEL is a trademark of Intel Corporation.

LOGITECH is a trademark of Logitech, Inc.

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.

Page 3

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.

SONY is a trademark of Sony Corporation.

SYBASE is a trademark of Sybase, Inc.

TEAC is a trademark of TEAC Corporation.

US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.

WINZIP is a trademark of Nico Mark Computing, Inc.

XEON is a trademark of Intel, Inc.

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

Page 4

Page 5

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.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 6

6 Publication History

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 7

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

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 8

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

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 9

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

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 10

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.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 11

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

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 12

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.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 13

Overview 13

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 14

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).

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 15

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.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 16

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.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 17

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

• "Phantom DNs" (page 24)

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 24

24 Chapter 2 CallPilot and CS 1000 connectivity overview

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

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 25

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.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 26

26 Chapter 2 CallPilot and CS 1000 connectivity overview

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

Page 27

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

Page 28

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

Page 29

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

Page 30

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

Page 31

Chapter 3 Connecting the CallPilot server to the CS 1000 system

In this chapter

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

Section A: Installing the MGate card

In this section

"About the MGate card (NTRB18CA)" (page 32) "Installing the MGate card (NTRB18CA)" (page 34) "Replacing an MGate card (NTRB18CA)" (page 39)

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 32

32 Chapter 3 Connecting the CallPilot server to the CS 1000 system

About the MGate card (NTRB18CA)

Introduction

The MGate card (NTRB18CA) is the line interface card in the CS 1000 system that supports the call channels for CallPilot. A DS30X cable connects the MGate card to the CallPilot server.

Note: The MGate card is hot-swappable. Therefore, you do not need to power down the CS 1000 system before installing or removing an MGate card.

ATTENTION

An MGate card is not used with the 201i server. For the 201i server, the connection to the CS 1000 system is established in the Media Gateway or Media Gateway Expansion when the server is installed. For more information, see the CallPilot 201i Server Hardware Installation guide.

ATTENTION

Number of channels supported

Each MGate card (NTRB18CA) supports 32 channels. These 32 channels can be any combination of voice, fax, and automated speech recognition channels. For example, you can have 16 voice, 8 fax, and 8 automated speech recognition channels supported by a single MGate card.

On the CallPilot server side, you require additional DSP MPUs to support fax or automated speech recognition channels, but this does not affect the number of channels supported by the MGate card.

LED indicators

The MGate card (NTRB18CA) has red and green LED indicators on the faceplate.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 33

About the MGate card (NTRB18CA) 33

MGate LED indicators

The combined state of the red and green LEDs provides important indicators of the MGate card’s status.

MGate card status

Red LED

Green LED

Description

OFF ON The MGate card is enabled in the CS 1000

system software, and the MGate card is operational.

OFF OFF The MGate card is not receiving power, or the

MGate card is faulty.

ON ON The MGate card is disabled in the CS 1000

system software, but the MGate card is operational.

ON OFF The MGate card is disabled in the CS 1000

system software, and the MGate card is faulty.

blinking blinking The MGate card is executing self-test

diagnostics.

Impact of a faulty MGate card (NTRB18CA)

The CS 1000 system may or may not recognize when an MGate card is faulty. If the CS 1000 system does recognize the problem, then it automatically disables the MGate card and informs CallPilot that the MGate card is faulty.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 34

34 Chapter 3 Connecting the CallPilot server to the CS 1000 system

If the CS 1000 system does not recognize that the MGate card is faulty, it does not automatically disable it. In this situation, you must use overlay 32 to manually disable the MGate card slot.

The DS0 channels associated with the disabled MGate card are taken out of service by CallPilot and assigned a Remote Off Duty status. If there are multiple MGate cards, then CallPilot continues to use the DS0 channels associated with the functioning MGate cards.

Required components

MGate card components

Component

Part Number Description

MGate card NTRB18CA Installed in the Media

Gateway or Media Gateway Expansion.

DS30X cable (MPB16-4)

•

Single cable

• Dual cable

NTRH2012

NTRH2013

Connects the MPB16-4 boards in the CallPilot server to the MGate cards in the Media Gateway or Media Gateway Expansion.

DS30X cable (MPB96) NTRH2014 Connects the MPB96 boards

in the CallPilot server to the MGate cards in the Media Gateway or Media Gateway Expansion.

CAUTION

Risk of DATA LOSS

The MGate card (NTRB18CA) is shipped from the factory with the appropriate DS30X cables. Do not substitute other versions of these boards and cables in the conﬁgurations speciﬁed in this documentation, as this can result in data loss.

Installing the MGate card (NTRB18CA)

Introduction

This section describes how to

•

set the MGate card’s DIP switches

•

install the MGate card in the Media Gateway or Media Gateway Expansion

•

replace the MGate card

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 35

Installing the MGate card (NTRB18CA) 35

Before you begin

To minimize network blocking, see the CS 1000 Planning and Engineering guide for segmenting and trafﬁc rules. Determine which slot you will use to house the MGate card. You can install MGate cards on all IPE slots in the Media Gateway or Media Gateway Expansion.

ATTENTION

For more information about card slots, see the Communication Server 1000S: Installation and Conﬁguration.

MGate Card (NTRB18CA) DIP switches

"MGate DIP switches" (page 35) shows an MGate card with the location

of the DIP switches.

MGate DIP switches

To set the DIP switches for the MGate card

Step Action 1

Remove the MGate card from its protective sleeve.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 36

36 Chapter 3 Connecting the CallPilot server to the CS 1000 system

Set the DIP switches on the MGate card as shown in "MGate DIP

switch settings" (page 36). These DIP switch settings are used for

all MGate cards and all system conﬁgurations.

MGate DIP switch settings

1234

ON X X X X OFF X X X X

—End—

To install the MGate card

Step Action 1

Remove the Media Gateway or Media Gateway Expansion cover.

Ensure that the slot in which you are installing the MGate does not already have a cable connected.

Press and pull the top and bottom latches on the MGate card outward to open the latches for installation of the card.

A hook on the bottom of the latch must clear a small pin to open. see "Media Gateway slot latch" (page 37).

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 37

Installing the MGate card (NTRB18CA) 37

Media Gateway slot latch

Slide the MGate card into an unoccupied slot. When correctly inserted, the top of the MGate card is on the left.

See the following diagram.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 38

38 Chapter 3 Connecting the CallPilot server to the CS 1000 system

MGate cards in slots

Press the lock latches to close them. This locks the MGate card into position against the backplane.

View the status of the LED indicators to ensure that the card is software-enabled (red LED is OFF) the card is operational (green LED is ON)

For more information about the LEDs, see "LED indicators" (page

32).

Replace the inside front cover plate and front bezel.

ATTENTION

Ensure that the tabs on the bottom and right side of the inside front cover plate are positioned inside the Media Gateway or Media Gateway Expansion.

—End—

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 39

Replacing an MGate card (NTRB18CA) 39

What is next?

Continue with "Section B: Connecting the CallPilot server to the switch"

(page 40).

Replacing an MGate card (NTRB18CA)

Introduction

If the MGate card becomes faulty, follow this procedure to replace it.

To replace an MGate card

Note: You do not need to power down the switch for this procedure as the MGate card is hot-swappable.

Step Action 1

Courtesy stop the DS0 channels from the CallPilot administrative PC to stop all call processing gracefully.

To do this, use the Channel Monitor or the Maintenance page in CallPilot Manager, as described in the CallPilot Server Maintenance and Diagnostics guide for your server.

Note: If your system has multiple MGate cards, you can choose to courtesy stop only the DS30X channels that belong to the MGate card that is being replaced.

Remove the switch’s front cover to expose the shelf slots.

Open the latches to unlock the faulty MGate card.

4 Remove the faulty MGate card from the switch. 5

Press the replacement MGate into the same slot that the faulty MGate card occupied.

Note: Note: If you place the MGate card in a new slot, then you must do the following:

a. Reprogram the switch to account for the new slot number. b. Move the DS30X cable to the new slot. c. Reconﬁgure the software from the CallPilot administrative client

PC.

Press the latches on the top and bottom of the MGate card to close them.

Result: Result: This locks the card into position against the backplane.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 40

40 Chapter 3 Connecting the CallPilot server to the CS 1000 system

View the status of the LED indicators to ensure that the card is software-enabled (red LED is OFF), and the card is operational (green LED is ON).

Re-enable the DS0 channels that were disabled before the card was removed.

To do this, use the Channel Monitor or the Maintenance page in CallPilot Manager, as described in the CallPilot Server Maintenance and Diagnostics guide for your server.

—End—

Section B: Connecting the CallPilot server to the switch

In this section

"About the DS30X cable" (page 40) "Connecting MPB16-4 boards to MGate cards (NTRB18CA)" (page 42) "Connecting the MPB96 boards to MGate cards (NTRB18CA)" (page 47)

About the DS30X cable

Introduction

The MGate card (NTRB18CA) ships from the factory with the DS30X cables required by the MPB board that is installed in the server.

CAUTION

Risk of data loss

Do not substitute other versions of these boards and cables in the conﬁgurations speciﬁed in this documentation, as this can result in data loss.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 41

About the DS30X cable 41

DS30X cables supported by MPB16-4 boards

The DS30X cable that establishes the connection between the MPB16-4 boards and the MGate cards is 10 m (30 ft) long. Therefore, the CallPilot server must be placed within 10 m (30 ft) of the Media Gateway or Media Gateway Expansion.

the server is equipped with the DS30X cable is an

one MPB16-4board NTRH2012 cable.

This is a single DS30X cable that connects one MPB16-4 board to one MGate card.

more than one MPB16-4 board

NTRH2013 cable.

This is a dual DS30X cable that connects the first of two MPB16-4 boards to two MGate cards. The connectors on the NTRH2013 dual DS30X cable are labeled DS30X-1 and DS30X-2.

Note: The NTRH2012 and NTRH2013 cables contain ferrites that control EMC emission levels. Do not remove them.

DS30X cable supported by the MPB96 board

The NTRH2014 cable is a triple DS30X cable that connects the ﬁrst MPB96 board to up to three MGate cards. The cable is 20 m (60 ft) long, which allows you to install the CallPilot server in a different room from the Media Gateway or Media Gateway Expansion.

One end of the cable has a 44-pin connector that connects to the MPB96 board’s faceplate. If the server is equipped with more than one MPB96 board, the cable connects to the ﬁrst board (the board in the lowest numbered slot of the server).

The other end of the cable has three 50-pin connectors that connect to MGate cards. The MGate connectors are labeled DS30X-1, DS30X-2, and DS30X-3. See "Connectors between MGate and MPB96" (page 42).

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 42

42 Chapter 3 Connecting the CallPilot server to the CS 1000 system

Connectors between MGate and MPB96

Note: The ferrites on this cable control EMC emission levels. Do not remove them.

Connecting MPB16-4 boards to MGate cards (NTRB18CA)

Introduction

This section describes the MPB16-4 board and MGate card connection scenarios that your CallPilot server supports. You must use the appropriate DS30X cable for the connection scenario—either the NTRH2012 or the NTRH2013 cable.

Note: For a description of the MPB16-4 board, see the CallPilot Server Maintenance and Diagnostics guide for your server.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 43

Connecting MPB16-4 boards to MGate cards (NTRB18CA) 43

Cabling diagrams

The following table lists the supported conﬁgurations and the page number that illustrates the conﬁguration.

Cabling conﬁgurations

Number of channels

Number of MPB16-4 boards

Number of MGate cards See

32 or less

48 or less

Identifying the location of MPB 1 and MPB 2

In the cabling diagrams, the terms MPB16-4 #1 and MPB16-4 #2 are used to identify the two MPB16-4 boards. The table below indicates the location of these boards.

MPB16-4 slot locations

MPB Number 1002rp server

MPB16-4 #1 slot 11 MPB16-4 #2 slot 12

Note: On the 1002rp servers, MPB16-4 #1 is the MPB16-4 board closest to the SBC card. For more information on slot assignments, see the slot assignment tables in the CallPilot Server Hardware Installation guide for your server.

Identifying the location of MGate 1, 2, and 3

In the cabling diagrams, the terms MGate #1, MGate #2, and MGate #3 identify the MGate cards. MGate #1 is in the lowest-numbered slot in the Media Gateway or Media Gateway Expansion. MGate #2 and MGate #3 are in the next available higher slots.

One MPB16-4 board and one MGate card (32 channels or less)

Use the single cable (NTRH2012) to connect the MPB16-4 board to the MGate card. See "MGate cabling for the 1002rp server" (page 44).

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 44

44 Chapter 3 Connecting the CallPilot server to the CS 1000 system

MGate cabling for the 1002rp server

Two MPB16-4 boards and one MGate card (32 channels or less)

Use the DS30X single cable (NTRH2012) to connect the MPB16-4 #1 to the MGate card. See "MGate cabling for the 1002rp server" (page 44) and

"MGate cabling for the 1002rp server" (page 45).

Note: The MPB number is identiﬁed during system startup. Therefore, you must connect the DS30X cable to the MPB assigned the lower bus number by the software.

MGate cabling for the 1002rp server

One MPB16-4 board and two MGate cards (48 channels or less)

Use the NTRH2013 cable, as shown in the diagrams that follow. Ensure that

•

the connector labeled DS30X-1 is connected to MGate #1

•

the connector labeled DS30X-2 is connected to MGate #2

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 45

Connecting MPB16-4 boards to MGate cards (NTRB18CA) 45

MGate cabling for the 1002rp server

Two MPB16-4 boards and two MGate cards (48 channels or less)

Use the NTRH2013 cable, as shown below. Ensure that

•

the connector labeled DS30X-1 is connected to MGate #1

•

the connector labeled DS30X-2 is connected to MGate #2

MGate cabling for the 1002rp server

To connect the DS30X cable

Before you begin, review the supported cabling conﬁgurations illustrated in

"Cabling conﬁgurations" (page 43).

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 46

46 Chapter 3 Connecting the CallPilot server to the CS 1000 system

Step Action 1

On the bottom of the Media Gateway or Media Gateway Expansion, locate the connector associated with the slot occupied by the MGate card.

Attach the DS30X connector on the NTRH2012 or NTRH2013 cable to the slot connector as shown in the previous diagrams.

a. Loosen the connector’s Velcro fastening strap. b. Connect the amphenol connector on the MGate cable to the

connector on the back of the Media Gateway or Media Gateway Expansion.

c. Secure the connection by tightening the connector’s retaining

screw and Velcro fastening strap.

The following diagram shows how to secure the MGate cable connection.

DS30X cable connection

Connect the other end of the MGate cable to the MPB16-4 board’s connector on the bottom of the CallPilot server.

—End—

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 47

Connecting the MPB96 boards to MGate cards (NTRB18CA) 47

What is next?

Continue with Chapter 4 "Conﬁguring the CS 1000 system" (page 51).

Connecting the MPB96 boards to MGate cards (NTRB18CA)

Introduction

The CallPilot server ships from the factory with one or more MPB96 boards already installed. Because the MPB96 board is already installed in the server, you only need to connect it to the MGate card in the CS 1000 system with the NTRH2014 DS30X cable.

You connect the MPB96 board to up to three MGate cards depending on the number of DS0 channels. If fewer than three MGate cards are present, you can leave the unused parts of the NTRH2014 cable unconnected.

Note: For a description of the MPB96 board, see the CallPilot Server Maintenance and Diagnostics guide for your server.

MGate cabling for the 703t, 600r, 1002rp, and 1005r servers

One MPB96 board and three MGate cards (up to 96 channels)

High-capacity-three MPB96 boards and six MGate cards

High capacity is available on the 1002rp and 1005r servers only. High Capacity consists of three MPB96 boards, installed with six MGate cards, providing a capacity of up to 192 channels and 288 MPUs.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 48

48 Chapter 3 Connecting the CallPilot server to the CS 1000 system

High capacity 3-MPB96 and 6-MGate

To install the DS30X cable for the MPB96 board

Step Action 1

On the bottom of the Media Gateway or Media Gateway Expansion, locate the connector associated with the slot occupied by the MGate card.

Attach the DS30X connector on the NTRH2014 cable to the slot connector as shown in the previous diagram.

a. Loosen the connector’s Velcro fastening strap. b. Connect the amphenol connector on the MGate cable to the

connector on the back of the Media Gateway or Media Gateway Expansion.

c. Secure the connection by tightening the connector’s retaining

screw and Velcro fastening strap.

"DS30X cable connection to MPB96" (page 49)shows how to secure

the MGate cable connection.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 49

Connecting the MPB96 boards to MGate cards (NTRB18CA) 49

DS30X cable connection to MPB96

Connect the other end of the MGate cable to the MPB96 board’s connector on the bottom of the CallPilot server.

—End—

What is next?

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

Page 50

50 Chapter 3 Connecting the CallPilot server to the CS 1000 system

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 51

Chapter 4 Conﬁguring the CS 1000 system

In this chapter

"CS 1000 hardware and software requirements" (page 52) "CS 1000 conﬁguration checklist" (page 53) "Provisioning the ELAN subnet" (page 57) "Deﬁning the Message Register for AML message tracing" (page 59) "Conﬁguring CS 1000 IP addresses and enabling the Ethernet interface"

(page 59) "Deﬁning CallPilot in the customer data block" (page 62) "Conﬁguring the ACD agent queue" (page 67) "Conﬁguring ACD agents" (page 68) "Enabling the card slots" (page 70) "Deﬁning the default ACD DN" (page 71) "Conﬁguring CDN queues for messaging services" (page 72) "Conﬁguring phantom DNs" (page 73) "Conﬁguring dummy ACD DNs" (page 77) "Provisioning user phonesets" (page 78) "Conﬁguring the route data block for Network Message Service" (page 81)

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 52

52 Chapter 4 Conﬁguring the CS 1000 system

"Saving CS 1000 changes" (page 82)

CS 1000 hardware and software requirements

Required hardware

To support connectivity to tower and rackmount CallPilot servers, you must install one or more MGate cards (NTRB18CA) in the Media Gateway or Media Gateway Expansion, as described in "Section A: Installing the MGate

card" (page 31).

ATTENTION

An MGate card (NTRB18CA) is not used with the 201i server.

Required CS 1000 system software

To support the CallPilot 201i server, the CS 1000 system requires software release X21 Release 3.0 or later.

To support the CallPilot 600r, 703t, 1002rp, or 1005r servers, the CS 1000 system requires software release X21 Release 3.0 or later.

Required X21 PEPs

Check the CallPilot Distributor Technical Reference (DTR) at

ttp://my.nortel.com for required X21 PEPs.

You require a user name and password to access this site. X21 PEPs are available only on the Meridian* PEP Library (MPL) web site at:

ttps://transportvo.nortel.com/mpl/mpl

If you cannot access the Meridian PEP Library, or if you cannot ﬁnd the Service Updates (SUs), check the CallPilot Distributor Technical Reference, or contact your Nortel representative.

The Meridian PEP Library is a secure web site requiring a user name and a password to log on. If you do not have an account, you must apply for one. It can take up to 72 hours to process your account request.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 53

CS 1000 conﬁguration checklist 53

CS 1000 conﬁguration checklist

Introduction

The following checklist provides a list of the tasks you must complete for correct CallPilot and CS 1000 system interoperation. Detailed instructions are provided for each task, as indicated, in the remainder of this chapter.

Conﬁguration checklist

Step Overlay See page Check

Ensure that the ELAN subnet for the AML link and its associated VSID in the configuration record is defined.

This provides the Ethernet connection over which AML messages are exchanged between the CS 1000 system and CallPilot.

"Provisioning the ELAN subnet" (page 57)

Define the Message Register for AML message tracing.

"Defining the Message Register for AML message tracing" (page

59)

If the CS 1000 system has not been defined with an IP address, configure it for the ELAN subnet interface.

"Configuring CS 1000 IP addresses and enabling the Ethernet interface" (page 59)

Enable the ELAN subnet link.

137

"Configuring CS 1000 IP addresses and enabling the Ethernet interface" (page 59)

Enable the ELAN subnet connection.

"Configuring CS 1000 IP addresses and enabling the Ethernet interface" (page 59)

Note: You can also print configuration information from overlay 20 at any time.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 54

54 Chapter 4 Conﬁguring the CS 1000 system

Step Overlay See page Check

Define CallPilot in the customer data block with the Call Park Allowed (CPA) and Message Center Included (MCI) options enabled.

Also define in the customer data block how unanswered and busy calls are routed.

"Defining CallPilot in the customer data block" (page 62)

Define the Call Forward by Call Type feature.

Load overlay 16

Create an ACD agent queue to hold the agents that service CallPilot. If you are enabling the Contact Center Voice Services Support feature, you must also set up two additional ACD agent queues-one for ACCESS ports, and one for IVR ports.

"Configuring the ACD agent queue" (page 67)

Create an agent for each CallPilot channel. All agents belong to the ACD agent queues that you created in step

"Configuring ACD agents" (page 68)

Enable the slots in which the MGate card (NTRB18CA) is installed.

"Enabling the card slots" (page 70)

Define the default ACD DN that will be referenced in each CDN queue. Set this ACD DN as night call forward to the attendant.

"Defining the default ACD DN" (page 71)

Note: You can also print configuration information from overlay 20 at any time.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 55

CS 1000 conﬁguration checklist 55

Step Overlay See page Check

Create two CDN queues as follows:

•

Create a primary CDN for Voice Messaging.

•

Create a secondary CDN for Multimedia Messaging.

"Configuring CDN queues for messaging services" (page 72)

If required, create a phantom loop.

"Configuring phantom DNs" (page 73)

Create a phantom DN or dummy ACD DN for each service that must be directly dialable.

10 or 23

"Configuring phantom DNs" (page 73) or "Configuring dummy ACD DNs" (page 77)

Provision user phonesets to support CallPilot. Notes:

•

To determine which phonesets are supported by the CS 1000 system, see the Communication

Server 1000S: Installation and Configuration.

•

For instructions on provisioning i2004 phonesets, see

Software Input/Output: Administration.

10 or 11

"Provisioning user phonesets" (page 78)

If you purchased Network Message Service, configure the route data block.

"Configuring the route data block for Network Message Service" (page

81)

Save the configuration changes.

"Saving CS 1000 changes" (page 82)

Note: You can also print configuration information from overlay 20 at any time.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 56

56 Chapter 4 Conﬁguring the CS 1000 system

Step Overlay See page Check

If you made changes to the ELAN subnet interface configuration in step 3 of this checklist, perform a CS 1000 INI after you have saved the configuration changes (as instructed in step 17 of this checklist).

n/a n/a

To avoid voice channel blocking, see the

Communication Server 1000 Engineering Guide

to determine placement of Mgate cards.

n/a n/a

Note: You can also print configuration information from overlay 20 at any time.

How the overlays are presented in this chapter

Overlays are programmed by responding to a series of prompts. The procedures in this section mention only those prompts that require a speciﬁc entry for CallPilot.

You can program other prompts if necessary for your site. To accept the default value for other prompts, press Enter.

ATTENTION

Ensure that you update the CS 1000 database when you ﬁnish making changes, as described in "Saving CS 1000 changes" (page 82).

Working with overlays

When you work with overlays, follow these general steps:

1. Load the appropriate overlay.

2. Respond to the prompts as shown in the tables in this section. Press

Enter after each prompt until you reach the next one that you must deﬁne for CallPilot.

3. When you complete the conﬁguration, type **** in response to the REQ

prompt.

The customer number

CallPilot can only be provided on a per customer basis on the CS 1000 system. AML messages used for communications between the CS 1000 system and CallPilot contain a customer number to which CallPilot belongs.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 57

Provisioning the ELAN subnet 57

ATTENTION

When you type the customer number in the overlays, ensure that it is the correct customer number.

Provisioning the ELAN subnet

Introduction

Deﬁne and conﬁgure the ELAN subnet for the AML link and its associated VSID in the conﬁguration record. This provides the Ethernet connection over which AML messages are exchanged between the CS 1000 system and CallPilot.

To provision the ELAN subnet

Step Action 1

Load overlay 17.

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ CHG Change TYPE ADAN Action device and number ADAN NEW ELAN xx Configure a new link and assign it a

number, where xx is within the ELAN subnet range (16-31). You can use any number in this range as long as it

is not already used. CTYP ELAN Card type DES

x...x

type a designator to identify this ELAN

subnet. REQ CHG Change TYPE VAS Value added server configuration VAS

new

Configure a new AML link or change

the existing link configuration. VSID

The VAS identifier can be in the range

of 16-31. For convenience, this can

be the same number you assigned

to the new ELAN subnet link (in

response to the ADAN prompt). ELAN

This should be the same number

defined in ADAN.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 58

58 Chapter 4 Conﬁguring the CS 1000 system

Prompt Response Description

SECU

x...x

If you have Contact Center connected

to your switch, choose YES (even

if you are not using Contact Center

Voice Services Support). REQ CHG Change TYPE PARM System parameters NCR

x...x

Number of call registers (range

depends on system type). Increment

the current value by 2 x the number of

CallPilot DS0 channels.

For example, if the current NCR value

is 500 and there are 24 DS0 channels,

change the NCR value to 548.

CSQI (20) to 255 Maximum number of call registers for

CSL input queues. Set this parameter

to 2 x the number of

CallPilot DS0 channels. For example,

if there are 24 DS0 channels, type 48.

CSQO (20) to 255 Maximum number of call registers

for CSL/AML output queues. Set

this parameter to 2 x the number of

CallPilot DS0 channels.

For example, if there are 24 DS0

channels, type 48.

<Enter> Press Enter until you reach the end of

the overlay (REQ prompt). REQ **** Exits the overlay.

—End—

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 59

Conﬁguring CS 1000 IP addresses and enabling the Ethernet interface 59

Deﬁning the Message Register for AML message tracing

Introduction

This section provides instructions for updating the Message Register (MGCR) parameter. The MGCR parameter affects the AML output when message tracing is turned on for the ELAN subnet.

ATTENTION

The MGCR parameter is used by your Nortel customer support representative to troubleshoot your CallPilot and CS 1000. This parameter is not required for normal day-to-day CallPilot operation.

To deﬁne the MGCR parameter

Step Action 1

Load overlay 17.

2 For each prompt listed below, type the response indicated. For

those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ CHG Change TYPE PARM System parameters MGCR 0 to NCR Maximum number of call registers

used by AUX messaging.

The recommended value for CallPilot

is 25.

REQ **** Exits the overlay.

—End—

Conﬁguring CS 1000 IP addresses and enabling the Ethernet interface

Introduction

If the CS 1000 system has not been deﬁned with the necessary IP address information (see below), conﬁgure the IP addresses for the Ethernet interface. You must also enable the Ethernet interface, as described in this section.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 60

60 Chapter 4 Conﬁguring the CS 1000 system

Notes:

•

The CS 1000 system has dual CPUs.

•

If the CS 1000 system is also connected to a Nortel Server Subnet (NS Subnet), you must deﬁne a gateway IP address.

ATTENTION

To change an IP address after CallPilot is installed and running, you must do the following:

1 Courtesy stop and shut down CallPilot. 2 Change the IP addresses on the switch, as described in this section. 3 Restart CallPilot. 4 Rerun the CallPilot Conﬁguration Wizard to update the switch IP address

information.

To conﬁgure the IP addresses and enable the Ethernet interface

The following data is used in examples in this procedure:

Data Value (examples only) Primary IP address 47.1.1.10 Primary Host Name

PRIMARY_HOST

Subnet mask

255.255.255.0 Default gateway IP address 47.1.1.1 Network IP address 0.0.0.0

Step Action 1

Load overlay 117.

Perform the following substeps to check the current IP addresses to see if they already match what you plan to conﬁgure for CallPilot.

If the current values displayed by the following commands must be updated, then continue with the remaining steps in this procedure. Otherwise, go to step 15.

a. Type PRT HOST and press Enter. b. Type STAT HOST and press Enter. c. Type PRT MASK and press Enter. d. Type PRT ELNK and press Enter.

Load overlay 137.

Type DIS ELNK and press Enter.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 61

Conﬁguring CS 1000 IP addresses and enabling the Ethernet interface 61

Type STAT ELNK and press Enter.

Conﬁrm that the system displays ELNK DISABLED.

7 Load overlay 117. 8

Create a host entry for the primary IP address by typing the following command:

NEW HOST NAME xxx.xxx.xxx.xxx (where NAME is the host name for the primary IP address, and xxx.xxx.xxx.xxx is the primary IP address)

Example: NEW HOST PRIMARY_HOST 47.1.1.10

If the CS 1000 system is connected to a Nortel Server Subnet (NS Subnet), create a host entry for the gateway IP address by typing the following command:

NEW HOST NAME xxx.xxx.xxx.xxx (where NAME is the host name for the gateway IP address, and xxx.xxx.xxx.xxx is the gateway IP address)

Example: NEW HOST GATEWAY 47.1.1.1

Assign a host to the primary IP address by typing the following command:

CHG ELNK ACTIVE NAME (where NAME is the host name for the primary IP address)

Example: CHG ELNK ACTIVE PRIMARY_HOST (entry for primary host)

11 Set up the Ethernet subnet mask by typing the following command:

CHG MASK xxx.xxx.xxx.xxx (where xxx.xxx.xxx.xxx is the subnet mask)

Example: CHG MASK 255.255.255.0

If using a gateway, ensure that the routing entry is set up and enabled. If the route has been set up previously, go to step 13. Otherwise, set up and enable the routing entry as follows:

a. Set up the routing entry by typing the following command:

NEW ROUTE xxx.xxx.xxx.xxx yyy.yyy.yyy.yyy (where xxx.xxx.xxx.xxx is the network IP address and yyy.yyy.yyy.yyy is the gateway IP address; put one space between the network IP

address and the gateway IP address) Example: NEW ROUTE 0.0.0.0 47.1.1.1 b. Enable the route by typing the following command:

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 62

62 Chapter 4 Conﬁguring the CS 1000 system

ENL ROUTE x (where x is the number assigned to the ROUTE

entry)

Update the INET database bytypingthe followingcommand:UPDATE DBS

Type **** and press Enter to exit the overlay.

Load overlay 137.

Type STAT ELNK and press Enter.

If the system displays ELNK ENABLED, then go to step 18. If the system displays ELNK DISABLED, then do the following substeps:

a. Type ENL ELNK and press Enter. b. Type STAT ELNK and press Enter. c. Conﬁrm that the system displays ELNK ENABLED. Then go to

step 18.

Load overlay 48.

Type STAT ELAN and press Enter.

If the system displays ELAN ENABLED, then go to step 21. If the system displays ELAN DISABLED, then do the following substeps:

a. Type ENL ELAN and press Enter. b. Type STAT ELAN and press Enter. c. Conﬁrm that the system displays ELAN ENABLED. Then go to

step 21.

21 Load overlay 117. 22

Verify the changes as follows: a. Type PRT HOST and press Enter. b. Type STAT HOST and press Enter. c. Type PRT MASK and press Enter.

—End—

Deﬁning CallPilot in the customer data block

Introduction

You must deﬁne the CallPilot service in the customer data block, with the Call Park Allowed (CPA) and Message Center Included (MCI) options enabled.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 63

Deﬁning CallPilot in the customer data block 63

During this conﬁguration, you also deﬁne how unanswered and busy calls are routed:

•

Flexible Call Forward (FNAD/FNAN/FNAL) is set on a per customer basis. Deﬁne the call forward DN in the user’s phoneset data.

•

Call Forward No Answer/Busy (MDID/NDID/MWFB) is set on a per customer basis. All no answer and busy calls are routed to the ﬂexible call forward DN, provided that the called phoneset has the Message Waiting Allowed (MWA) class of service enabled.

Normally, non-Direct Inward Dialing (DID) calls are routed to CallPilot when a no answer or busy condition is encountered. As an option, you can route DID calls to the attendant’s or user’s Hunt DN.

To modify the customer data block

Step Action 1

Load overlay 15.

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ CHG Change TYPE FTR Customer features and options CUST

Customer number (0-99)

OPT CPA MCI Call Park Allowed and Message Center

Included are enabled for the customer.

IDEF YES or NO Internal/External Definition

Set to YES if the Call Forward by Call Type feature (CFCT) is enabled on the CS 1000 system.

Load overlay 15 again, and then for each prompt listed below, type the response indicated:

Prompt Response Description

REQ CHG Change TYPE ATT TYPE Attendant consoles

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 64

64 Chapter 4 Conﬁguring the CS 1000 system

Prompt Response Description

CUST

Customer number (0-99)

AQTT 1-255 (30) Attendant Queue Timing Threshold in seconds

ATDN (0) yyyy Attendant DN MATT NO (YES) Set to YES if Network Message Service

(NMS) has not been purchased.

If NMS has been purchased, set the primary CS 1000 system to YES and all secondary systems to NO.

AQTT 1-255 (30) Attendant Queue Timing Threshold in

seconds

AODN CallPilot

CDN

Attendant Overflow DN. Set this prompt to a CallPilot CDN to launch a CallPilot service when the attendant overflows.

The SDN Table in CallPilot must have the desired AODN service defined for DN 0.

The CS 1000 system issues an SCH1872 error, but accepts the DN. This error is a warning that the DN

must be a CallPilot CDN.

Load overlay 15 again, and then for each prompt listed below, type the response indicated:

Prompt Response Description

REQ CHG Change TYPE RDR Call Redirection CUST

Customer number (0-99)

FNAD FDN Call forward no answer DID calls are

routed to flexible CFNA DN.

FNAN FDN Call forward no answer non-DID calls are

routed to flexible CFNA DN.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 65

Deﬁning CallPilot in the customer data block 65

Prompt Response Description

AODN CallPilot

CDN

Attendant Overflow DN. Set this prompt to a CallPilot CDN to launch a CallPilot service when the attendant overflows.

The SDN Table in CallPilot must have the desired AODN service defined for DN 0.

The CS 1000 system issues an SCH1872 error, but accepts the DN. This error is a warning that the DN

must be a CallPilot CDN.

FNAL FDN Call forward no answer local calls (with

CFCT enabled) are routed to flexible CFNA DN.

CFNA, CFN0, CFN1, CFN2

The number of ring cycles before the call is forwarded. The prompts CFN0, CFN1, and CFN2 may appear instead of CFNA, depending on the release installed on the CS 1000 system. see your CS 1000 system X21 documentation for details.

Load overlay 15 again, and then for each prompt listed below, type the response indicated:

Prompt Response Description

REQ CHG Change TYPE FTR CUST

Customer number (0-99)

EEST (NO) YES Customer features and options The

originating party does not receive DTMF feedback. Set remote CS 1000 sites to NO.

Load overlay 15 again, and then for each prompt listed below, type the response indicated:

Prompt Response Description

REQ CHG Change TYPE NET Networking

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 66

66 Chapter 4 Conﬁguring the CS 1000 system

Prompt Response Description

CUST

Customer number (0-99)

ISDN (NO) YES Set to YES only if NMS has been

purchased. Otherwise, set to NO.

PNI NMS only. The Private Network Identifier.

Within one network, use the same PNI value in overlays 15 and 16.

When you interwork with different networks, type the PNI of this CS 1000 system in overlay 15, and the PNI of the remote CS 1000 system in overlay 16.

HLOC NMS only. Home Location Code (ESN) of

the CS 1000 system. This can be in the range 100-999.

LSC NMS only. Local Steering Code

(established in the Coordinated Dialing Plan, or CDP) of the CS 1000 system. This prompt only appears for 5- or 6-digit dialing plans.

<Enter> Press Enter until you reach the end of the

overlay (REQ prompt).

REQ **** Exits the overlay.

—End—

Additional steps to support the Call Forward by Call Type feature

The Call Forward by Call Type (CFCT) feature is installed as part of the base X21 software.

Step Action 1

Load overlay 16.

For each prompt listed below, type the response indicated.

For those prompts that are not listed, you can accept the default by pressing Enter.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 67

Conﬁguring the ACD agent queue 67

IDEF must be set to YES in overlay 15 to support CFCT and for the IDEF prompt to appear in overlay 16 (see "To modify the customer

data block" (page 63)).:

Prompt Response Description

REQ NEW or

CHG TYPE RDB Route data block CUST

Customer number (0-99) ROUTE Route number RCLS EXT Route class is marked as external. IDEF LOC Use local data to define a call as internal

or external.

<Enter> Press Enter until you reach the end of the

overlay (REQ prompt). REQ **** Exits the overlay.

—End—

Conﬁguring the ACD agent queue

Introduction

You must set up only one ACD agent queue to service CallPilot, unless you are enabling the Contact Center Voice Services Support feature (see "Contact Center Voice Services Support additional requirements" below). This queue holds all the agents that correspond to DS0 channels on the CallPilot server.

Contact Center Voice Services Support additional requirements

If you are enabling the Contact Center Voice Services Support feature, you must set up two additional ACD agent queues: one for ACCESS ports, and one for IVR ports. A segment of the CallPilot ports must be dedicated to the Contact Center Voice Services Support feature.

To conﬁgure an ACD agent queue

Step Action 1

Load overlay 23.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 68

68 Chapter 4 Conﬁguring the CS 1000 system

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW Add new data. TYPE ACD Indicates this is an ACD queue. CUST

Customer number (0-99) ACDN

yyyy

This is the ACD DN for CallPilot. MWC NO Message Waiting Center MAXP

zzzz

Maximum number of agents. MAXP

must be equal to or greater than the total

number of multimedia channels installed

on your system. IVR YES Interactive Voice Response queue CALP POS or

TER

Called Party DN

POS - Sends the POSID+DNIS in the

called Party DN

field in the PCI message

TER - Sends the terminating DN in the

called Party DN

field in the PCI message ALOG YES Provide automatic logon for ACD agents.

<Enter> Press Enter until you reach the REQ

prompt. REQ **** Exits the overlay.

—End—

Conﬁguring ACD agents

Introduction

For CallPilot, you must deﬁne channels as ACD agents on M2008 digital sets. All agents are added to the ACD queues that you have conﬁgured.

Each agent must have the VCE and MMA class of service. To get the VCE class of service on the upper 16 units (15 to 31), you must ﬁrst specify the FLXA class of service. Each agent must be provisioned with the following feature keys: ACD, SCN, NRD, MSB, TRN, and AO3.

Note: You can deﬁne a more restrictive class of service for the agents (for example, Conditionally Toll Denied [CTD]). Call restrictions in effect

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 69

Conﬁguring ACD agents 69

for the class of service take precedence over the dialing restrictions and permissions provided by CallPilot.

Terminal numbers

A Terminal number (TN) is required for each agent.

Integrated server (201i server)

For the 201i server, ACD agents use TNs associated with the slot locations of the 201i server.

Note: The left card slot used by the TNs must be used ﬁrst.

Tower or rackmount servers

For the tower and rack versions of the CallPilot server, ACD agents use TNs associated with the slot location of the MGate card (NTRB18CA).

Position IDs

You also need a Position ID for each agent. The server uses the position ID to inform the CS 1000 system to which agent an incoming call should be routed.

For ease of maintenance, assign sequential numbers to the IDs that are not already in use.

To conﬁgure agents

Step Action 1

Load overlay 11.

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW TYPE

2008

ARIES digital set with 8 programmable

keys. TN

Terminal number of the MGate card

(tower and rack server), or the 201i

server, where c is the card, and u is the

unit. CUST

Customer number (0-99)

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 70

70 Chapter 4 Conﬁguring the CS 1000 system

Prompt Response Description

CLS WTA UNR

VCE MMA (units 0-15) FLXA VCE MMA (units 16-31)

Voice terminal, Multimedia Agent, Flexible

voice/data allowed.

key 0 acd xxxx

0 yyyy

where xxxx is the ACD DN of the CallPilot

agent queue, and yyyy is the Position ID

of the agent. key

1 scn zzzz

where zzzz is the single-call nonringing

DN used to make outbound calls. key 2 msb Make Set Busy key 3 nrd Not Ready key

4 trn

Transfer key

5 ao3

Three-Party Conference AST (For

IVR & Access Agents only)

If you are enabling the Contact Center

Voice Services Support feature, you must

define 0 and 1 as the AST key 0 and

key 1 values. If you are not enabling the

Contact Center Voice Services Support

feature, then press Enter to skip this

prompt.

<Enter> Press Enter until you reach the end of the

overlay (the REQ prompt). REQ If you are finished adding agents, type

**** to exit the overlay. To add another

agent, return to the top of the table.

—End—

Enabling the card slots

Introduction

After you have conﬁgured the ACD agents, use overlay 32 to ensure that the card slots used by an MGate card (NTRB18CA) or 201i server are enabled.

Note: The 201i server occupies two slots. Both slots must be enabled to use all ports supported by the 201i server.

To enable the card slots

Note: This procedure uses the syntax STAT n and ENLC n.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 71

Deﬁning the default ACD DN 71

Step Action 1

Load overlay 32.

Type STAT n and press Enter, where n is the card slot used by an MGate card or 201i server.

Result: The status of the ACD agents deﬁned for this slot appears. If the ACD agents are disabled, then enable the card slot.

Type ENLC n and press Enter, where n is the card slot used by an MGate card or 201i server.

To verify that the card slot and the ACD agents are enabled, type STAT n and press Enter, where n is the card slot used by an MGate card or 201i server.

Result: The status of the ACD agents deﬁned for this slot appears.

Repeat this procedure for all other card slots used by an MGate card or 201i server.

—End—

Deﬁning the default ACD DN

Introduction

Before you conﬁgure the CDN queue, deﬁne the default ACD DN that needs to be referenced in the CDN. During normal operation, the CDN is in control mode, and callers are queued to be routed and then answered by CallPilot services. Under error conditions (for example, if the AML link is down), the CDN operates in default mode and calls are routed to the default ACD DN deﬁned for the CDN. This section describes how to set up the default ACD DN so that these calls are handled by the attendant.

For the attendant to process incoming calls to CallPilot when the CDN is in default mode, deﬁne a dummy ACD DN and set it to night call forward to the attendant.

To create a default ACD DN

Step Action 1

Load overlay 23.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 72

72 Chapter 4 Conﬁguring the CS 1000 system

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW TYPE ACD CUST

Customer number (0-99) ACDN

xxxx

The ACD DN. Enter this DN as the DFDN

in the CDN configuration. MWC NO Message Waiting Center. Set to NO. MAXP

This indicates that there are no agents in

this queue and it is, therefore, a dummy

queue. NCFW

Night call forward to the attendant.

<Enter> Press Enter until you reach the end of the

overlay (the REQ prompt). REQ **** Exits the overlay.

—End—

Conﬁguring CDN queues for messaging services

Introduction

Conﬁgure the following CDN queues:

•

Conﬁgure a primary CDN for Voice Messaging. This becomes the main CDN queue.

•

Conﬁgure a secondary CDN for Multimedia Messaging, if you want to provide users with fax capability.

Note: Nortel strongly recommends that you use either a phantom DN or a dummy ACD DN for all other messaging services.

To conﬁgure a CDN queue

Step Action 1

Load overlay 23.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 73

Conﬁguring phantom DNs 73

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW TYPE CDN Control DN queue CUST

Customer number (0-99) CDN

yyyy

The Control DN of the queue. This

number must be entered as the SDN for

the messaging service in the SDN Table. DFDN

zzzz

The default ACD DN (see page 115).

Calls to the CDN are directed to this ACD

DN if the link or CallPilot goes down.

Nortel recommends that this is not defined

as the ACD DN of the CallPilot ACD

queue.

VSID <Enter> Press Enter so that the ID is dynamically

assigned to the CDN when the ELAN

subnet link is established.

<Enter> Press Enter until you reach the end of the

overlay (the REQ prompt). REQ To configure another CDN, return to the

top of the table. To exit, type ****.

—End—

Conﬁguring phantom DNs

Introduction

There are two reasons for conﬁguring phantom DNs on the switch:

• to create dialable numbers for CallPilot services

•

to create virtual fax DNs for users who want a separate fax number

ATTENTION

Another option is to conﬁgure dummy ACD DNs instead of phantom DNs. See

"Conﬁguring dummy ACD DNs" (page 77).

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 74

74 Chapter 4 Conﬁguring the CS 1000 system

Supporting multiple languages

For Fax Item Maintenance, Voice Item Maintenance, Speech Activated Messaging, and Paced Speech Messaging, you might have purchased multiple language support.

This means that, for example, you can create an English and a Spanish version of Voice Item Maintenance if you have these languages installed. To support this, you must create a phantom DN for each supported language.

Therefore, in this case, you need two phantom DNs (one for English Voice Item Maintenance and one for Spanish Voice Item Maintenance). This also means that callers must dial a different number to access the service, based on the language they prefer.

Virtual fax DNs for users with fax capabilities

Users who have fax capabilities can have one DN that serves as both their regular extension number and their fax number. In this case, you set up a phone for the user as described in "Provisioning user phonesets" (page 78). The user’s phone must be forwarded to the Multimedia Messaging CDN.

However, some users may require two separate DNs-one DN that serves as their regular telephone number, and a second DN that serves as their fax number. For these users, you cannot simply deﬁne the virtual fax DN as another DN on the user’s phoneset. Instead, you must set up a TN as the virtual fax DN. Because physical TNs are more costly, Nortel recommends that you conﬁgure phantom DNs instead.

A separate TN is necessary because a single TN (the telephone) can be call forwarded to only one DN (regardless of how many DNs appear on that phone). For these users, you must ensure that their telephone number (the mailbox DN) forwards to the Voice Messaging CDN, whereas their fax number (the virtual fax DN) forwards to the Multimedia Messaging CDN.

Note: When you add the user to CallPilot (as a mailbox owner), you must deﬁne this virtual fax DN as one of the user’s extension DNs.

To check for existing phantom loops

A phantom loop must exist before you begin to conﬁgure phantom DNs. Use overlay 22 to print the conﬁguration record to see if any phantom loops are already conﬁgured. A phantom loop is shown with the preﬁx "P", illustrated in this example:

Note: You can use superloops as phantom loops.

. CEQU MPED 8D

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 75

Conﬁguring phantom DNs 75

SUPL 000 004 008 012 016 032 036 040 048 P064 P068 (phantom loops 64 and 68) DDCS . .

If no phantom loops are conﬁgured, then continue with "To conﬁgure a

phantom superloop" (page 75). If a phantom loop is conﬁgured, then go to "To conﬁgure a phantom DN" (page 75).

To conﬁgure a phantom superloop

Step Action 1

If no phantom loops are conﬁgured, load overlay 97.

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ CHG TYPE SUPL Superloop SUPL Nxxx Prefix the loop number with N to create a

phantom loop.

The loop number range is 96-112 in

multiples of 4 (corresponds to slots 61-

80).

<Enter> Press Enter until you reach the end of the

overlay (the REQ prompt). REQ **** Exits the overlay.

—End—

To conﬁgure a phantom DN

Step Action 1

Load overlay 10.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 76

76 Chapter 4 Conﬁguring the CS 1000 system

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW TYPE

500

PBX set type TN

Terminal number, where c is the card,

and u is the unit. PHANTOM is echoed

by the switch when the specified loop is

phantom. CDEN

The card density supported by the loop,

where xx can be

DD - double density

4D - quadruple density

yyyy

The DN must be single appearance. CLS WTA UNR Unrestricted. Phantom DNs cannot

originate calls, so this option is secure. FTR DCFW nn

xxxx

DCFW = Default Call Forward

nn = maximum number of digits in the

DCFW DN

xxxx = the CDN to which this DN forwards

If this phantom DN is for a voice service,

type the Voice Messaging CDN.

If this phantom DN is for a fax service,

type the Multimedia Messaging CDN.

If this phantom DN is a virtual fax DN for

a user, type the Multimedia Messaging

CDN.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 77

Conﬁguring dummy ACD DNs 77

Prompt Response Description

<Enter> Press Enter until you reach the end of the

overlay (REQ prompt). REQ If you are finished adding phantom DNs,

type **** to exit.

To add another DN, return to the top of

the table.

—End—

Conﬁguring dummy ACD DNs

Introduction

As an alternative to creating phantom DNs for directly dialable services, you can create a dummy ACD DN that is set up to call forward to the appropriate CDN depending on the multimedia channel type required.

Example

•

For a service that requires only voice capability, forwardthe dummy ACD DN to the Voice Messaging CDN.

•

For a service that requires fax capability, forward the dummy ACD DN to the Multimedia Messaging CDN.

To conﬁgure dummy ACD DNs Step Action

Load overlay 23.

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW TYPE ACD CUST

Customer number (0-99) ACDN

xxxx

Enter the DN for the service.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 78

78 Chapter 4 Conﬁguring the CS 1000 system

Prompt Response Description

MWC YES or NO Message Waiting Center. If the CallPilot

server is a Network Message Service

(NMS) satellite site, set to YES.

Otherwise, set to NO. MAXP

This indicates that there are no agents in

this queue and it is, therefore, a dummy

queue. NCFW

yyyy

Specify the appropriate CDN depending

on multimedia channel type required

(Voice Messaging CDN or Multimedia

Messaging CDN).

<Enter> Press Enter until you reach the end of the

overlay (the REQ prompt). REQ **** Exits the overlay.

—End—

Provisioning user phonesets

Introduction

You must set up users’ phonesets in a certain way to support CallPilot. The procedure depends on whether you are provisioning a digital phoneset or a 500 phoneset.

Required features

You must set up phonesets to support the following features:

•

Call forward no answer to the appropriate CDN (voice or multimedia)

Note: You cannot forward users’ phonesets to the Speech Activated Messaging CDN because this service does not provide call answering functionality.

• Call forward busy to the appropriate CDN

•

Call forward all calls to the appropriate CDN

•

Message Waiting key with the appropriate CDN as the Message Center DN

Note: If you do not plan to give fax capability to the user’s mailbox, use the Voice Messaging CDN. If you plan to give fax capability to the user’s mailbox, then use the Multimedia Messaging CDN.

To provision digital phonesets

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 79

Provisioning user phonesets 79

Step Action 1

Load overlay 11.

For each prompt listed below, type the response indicated in overlay

11. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW or

CHG

TYPE

2317, 2008, and so on

Type of set.

Terminal number of the phone, where c is

the card, and u is the unit. CUST

Customer number (0-99) FDN

yyyy

Flexible call forward no answer DN. Set

this to the CDN of the Voice Messaging

or Multimedia Messaging CDN queue. HUNT

zzzz

Hunt (internal). Set this to the CDN

of the Voice Messaging or Multimedia

Messaging CDN queue. CLS WTA,UNR,

FNA, FBA, HTA, MWA

Call forward no answer allowed. Call

forward busy allowed. Hunt allowed.

Message waiting allowed. KEY 0 SCR xxxx Single call ringing DN, where xxxx is the

user’s DN. CPND New Calling Party Name Display (if adding a

new set). NAME First,Last The name of the phoneset user. KEY 3 MSB Make set busy KEY 4 TRN Transfer KEY 5 AO3 Three-party conference. Required by the

Call Sender feature. KEY 6 CFW nn

xxxx

Call forward all calls, where nn is the

maximum number of digits in the Call

Forward DN, and xxxx is the Voice

Messaging or Multimedia Messaging

CDN. KEY 8 MWK

yyyy

Add a message waiting key/lamp,

where yyyy is the Voice Messaging or

Multimedia Messaging CDN.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 80

80 Chapter 4 Conﬁguring the CS 1000 system

Prompt Response Description

<Enter> Press Enter until you reach the end of the

overlay (the REQ prompt). REQ If you are finished adding phonesets, type

**** to exit. To add another phoneset,

return to the top of the table.

—End—

To provision 500/2500 phonesets Step Action

Load overlay 10.

For each prompt listed below, type the response indicated in overlay

10. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW TYPE

500

500 phoneset TN

Terminal number of the phone, where c is

the card, and u is the unit. CUST

Customer number (0-99) DN

yyyy

Directory number HUNT

zzzz

Hunt (internal). Set this to the CDN

of the Voice Messaging or Multimedia

Messaging CDN queue. CLS WTA,UNR,

HTA, MWA , FNA, FBA, XFA, LPA, DTN

Hunt allowed. Message waiting allowed.

Call forward no answer allowed. Call

forward busy allowed. MWI lamp is

equipped (if not equipped, users are

notified of new messages by interrupted

dial tone). FTR FDN xxxx Flexible call forward no answer. Set this

to the Voice Messaging or Multimedia

Messaging CDN. FTR CFW yy Call forward all calls, where yy is the

maximum DN length that users can

specify as the call forward DN.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 81

Conﬁguring the route data block for Network Message Service 81

Prompt Response Description

<Enter> Press Enter until you reach the end of the

overlay (the REQ prompt). REQ If you are finished adding phonesets,

enter **** to exit. To add another

phoneset, return to the top of the table.

—End—

Conﬁguring the route data block for Network Message Service

Introduction

If you have purchased Network Message Service (NMS) to allow a number of switches to share CallPilot (installed on only one switch), then conﬁgure the route data block. This section provides instructions for this step.

For details on additional switch conﬁguration for NMS, see the

"Conﬁguring the switches" chapter in the CallPilot Network Planning Guide (NN44200-201).

Note: Ensure that Digit Manipulation (DMI in overlay 86) is not used to insert ESN access codes at the sending switch. ESN access code insertion must be done at the receiving switch (INAC in overlay 16).

To modify the route data block

Step Action 1

Load overlay 16.

For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.

Prompt Response Description

REQ NEW or

CHG TYPE RDB Route data block CUST

Customer number (0-99) ROUTE Route number PNI Customer Private Network ID of the

non-local target CS 1000 system NCRD Yes Network call redirection provides the

CLID display information.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 82

82 Chapter 4 Conﬁguring the CS 1000 system

Prompt Response Description

TRO Yes Optimize trunk usage on this route. INAC Yes Insert an ESN access code to incoming

private network calls.

<Enter> Press Enter until you reach the end of the

overlay (REQ prompt). REQ **** Exits the overlay.

—End—

Saving CS 1000 changes

Introduction

Once you modify the switch conﬁguration to support CallPilot, save all changes to disk.

To save the conﬁguration

Step Action 1

Load overlay 43.

At the next "." prompt, type BKO to dump the data to disk. Result: The system displays the data being saved. The following

message appears: RECORD COUNT=xxxx DATADUMP COMPLETE

Return to step 2, and repeat this step two more times. Use a new disk each time.

ATTENTION

Do not remove the disk while the LED is lit. As long as the LED is on, the disk is still being written to.

—End—

What is next?

Continue with Chapter 5 "Conﬁguring the CallPilot server software" (page

83).

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 83

Chapter 5 Conﬁguring the CallPilot server software

In this chapter

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

97)

Overview

Introduction

The Conﬁguration Wizard enables you to conﬁgure the CallPilot server software. You can rerun the Conﬁguration Wizard to update or review the server conﬁguration.

The Conﬁguration Wizard is accessible from CallPilot Manager (a web-based user interface). This chapter describes how to:

•

log on to the operating system on the CallPilot server

•

log on to the CallPilot serverwith CallPilot Manager run the Conﬁguration Wizard

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 84

84 Chapter 5 Conﬁguring the CallPilot server software

•

change the pcAnywhere caller passwords or set the Remote Desktop Policy

•

conﬁgure CallPilot to operate in a Windows 2000 or 2003 domain

CAUTION

Risk of improper conﬁguration

You must use the Conﬁguration Wizard to change the computer name. If you use the operating system method to change the computer name, it is not properly updated in the CallPilot software.

Plan your responses to the Conﬁguration Wizard

Ensure you have planned your responses to the Conﬁguration Wizard by completing the

"Conﬁguration Wizard worksheet" in the CallPilot Installation

and Conﬁguration Task List.

Online Help for the Conﬁguration Wizard

Each page in the Conﬁguration Wizard contains a Help button and provides detailed instructions regarding the selection or data entry required. Click Help at any time to get additional instructions.

Running the Conﬁguration Wizard to detect replacement boards

When you replace MPB boards or MPC-8 cards, you must rerun the Conﬁguration Wizard to detect and initialize the hardware. You do not need to change any data in the Conﬁguration Wizard to perform this operation, but you do need to apply the conﬁguration changes as instructed on the last page of the Conﬁguration Wizard.

Logging on to Windows 2003 on the CallPilot server

Introduction

If you want to access CallPilot Manager from the web browser embedded on the CallPilot server, you must ﬁrst log on to Windows 2003 on the CallPilot server. Alternatively, you can access CallPilot Manager from any PC that has network access to the CallPilot server.

ATTENTION

When logging on, ensure that the CAPS key is not on. The password is case-sensitive.

ATTENTION

When the system starts up, a mini-setup process launches which consists of a number of restarts. When this process is completed, the Windows Logon screen appears

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 85

Running the Setup Wizard 85

To log on to Windows 2003 on the CallPilot server

Step Action 1

Ensure that the CallPilot server has started and the operating system logon dialog box appears.

Type the user ID and password.

User ID

Administrator

You can choose to log on with a different user ID that has local administrative privileges.

Password (default) Bvw250 (orcurrent

Administrator password if it has been changed)

Passwords for operating system accounts should be changed from default values to strong values known only to the customer. CallPilot security is ultimately only as good as the passwords used.

Click OK.

4 Continue with "Running the Setup Wizard" (page 85).

—End—

Running the Setup Wizard

After you type the user ID and password, the CallPilot Setup Wizard welcome screen appears.

Note: For more information on the Setup Wizard, see the Upgrade and Platform Migration Guide (NTP NN44200-400).

To run the Setup Wizard

Step Action 1

Read the information displayed on the screen and click Next.

Result: The Need SU/PEP Installation? screen appears.

2 If there are Service Updates (SUs) or PEPs available, you can

choose to install them now. Select Yes or No and click Next. If you choose Yes, install SU/PEPs: Result: The Installing SU/PEP screen appears.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 86

86 Chapter 5 Conﬁguring the CallPilot server software

a. Install all the required SUs and PEPs.

Note: Restart your computer (if required) after all SUs and PEPs are installed.

b. Click Next to continue if no restart is required. Otherwise, restart

the Wizard.

If you choose No, do not install SU/PEPs now.

Result: The Platform Validity Check screen appears.

View the items on the validity check and click Next.

When the system asks you if you have data to restore, select No.

Click Next to complete the Setup Wizard.

Result: The Finished screen appears.

Read the information displayed on the Finished screen and click Finish.

Continue with "Logging on to the CallPilot server with CallPilot

Manager" (page 86).

—End—

Logging on to the CallPilot server with CallPilot Manager

Introduction

The Conﬁguration Wizard is a menu item in CallPilot Manager. CallPilot Manager is the web-based CallPilot management tool, and can be accessed from any PC that has network access to the CallPilot server.

You can also access CallPilot Manager from the web browser on the CallPilot server. This may be the simplest method when installing CallPilot for the ﬁrst time.

Logon process overview

The process for logging on to the CallPilot server with CallPilot Manager is the same for remote or local CallPilot servers. The logon process is completed in two stages:

Step Action 1

Launch the web browser (on the CallPilot server, or on any PC that has network access to the CallPilot server), and then connect to CallPilot Manager.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 87

Logging on to the CallPilot server with CallPilot Manager 87

For new installations, CallPilot Manager is located on the CallPilot server. The URL syntax is http://CallPilot server host name or IP address/cpmgr/

Example: http://sunbird/cpmgr/, where sunbird is the host name. If you installed CallPilot Manager on a stand-alone web server (a

separate PC that functions as a web server for CallPilot), the URL syntax is http://web server host name or IP address/cpmgr/

Note: For more details, see "Relationship of the CallPilot

Manager web server to the CallPilot server" (page 87).

Log on to the CallPilot server with an administrator’s mailbox number and password.

—End—

Relationship of the CallPilot Manager web server to the CallPilot server

The CallPilot Manager web server software can be installed on the CallPilot server or on a stand-alone server. If the CallPilot Manager web server software is installed on a stand-alone server, you must know the CallPilot Manager server’s host name or IP address, as well as the CallPilot server’s host name or IP address.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 88

88 Chapter 5 Conﬁguring the CallPilot server software

CallPilot Manager on CallPilot server

CallPilot Manager on stand alone server

To log on to the CallPilot server

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 89

Logging on to the CallPilot server with CallPilot Manager 89

Step Action 1

Launch the web browser on your PC or on the CallPilot server.

If you are launching the web browser on THEN

the CallPilot server the CallPilot Manager, Login page

appears automatically. Continue with

step 2. your PC type the CallPilot Manager web server’s

URL in the Address or Location box of

your web browser, and then press Enter.

Example: http://sunbird/cpmgr/

When the connection is established, the

CallPilot Manager - Login page appears.

Continue with step 2.

CallPilot Manager, Login

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 90

90 Chapter 5 Conﬁguring the CallPilot server software

Note: The URL automatically appears as http://<host name or IP address>/cpmgr/login.asp. On the CallPilot server, the URL is http://localhost/cpmgr/login.asp.

Type the administration mailbox number and password. The administrator mailbox number is 000000. The default password is

124578.

Do one of the following:

•

Type a server or location by one of the following methods: — choosing the list of pre-conﬁgured servers or locations in the

Preset server list box — choosing the Last Server Accessed item — typing the address manually

•

Type the CallPilot server host name or IP address in the Server box.

Note: If you are logging on to the CallPilot server from a PC, type the actual CallPilot server name or IP address in the Server box. If you type local host instead of the CallPilot server name or IP address, you cannot establish an Application Builder connection to the CallPilot server from CallPilot Manager or make calls to the phoneset to play or record greetings.

•

If the CallPilot server that you are connecting to has Network Message Service (NMS) installed, type the CallPilot server host name or IP address in the Server box, and then type the name of the switch location on which the administration mailbox resides in the Location box.

Click Login. Result: The main CallPilot Manager page appears.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 91

Running the Conﬁguration Wizard 91

CallPilot Manager main screen

Note: Logging on for the ﬁrst time forces you to change the password using numeric characters. (This is not a strong password, as described in the CallPilot Fundamentals Guide.)

5 Continue with "Running the Conﬁguration Wizard" (page 91).

—End—

Running the Conﬁguration Wizard

Introduction

This section describes how to access and run the Conﬁguration Wizard.

Requirements

•

CallPilot language CD, if you are installing, adding, or upgrading languages

•

completed "Conﬁguration Wizard worksheet" from the CallPilot Installation and Conﬁguration Task List

•

CallPilot keycode and dongle ID (serial number)

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 92

92 Chapter 5 Conﬁguring the CallPilot server software

To run the Conﬁguration Wizard

Step Action

ATTENTION

For each page in the Conﬁguration Wizard, follow the instructions on the page. Use the information you recorded in the "Conﬁguration Wizard worksheet" in the CallPilot Installation and Conﬁguration Task List.

If you have upgraded your CS 1000S to a CS1000E, the Terminal Numbers (TNs) on the CS 1000 were remapped to the large system format. For CallPilot to operate, you must change the switch type to M1 and the TNs to the large system format in the Conﬁguration Wizard Switch Information page.

If you need additional instructions, click Help. If you are rerunning the Conﬁguration Wizard, some pages may be preﬁlled. Some pages also contain default values. If the preﬁlled information does not match the information planned for this server, then update any preﬁlled values as required.

Log on to CallPilot Manager. See "Logging on to the CallPilot server

with CallPilot Manager" (page 86).

Click the Conﬁguration Wizard shortcut on the main CallPilot Manager page, or select Tools -> Conﬁguration Wizard.

Result: The Welcome page of the Conﬁguration Wizard appears.

Click Next to go to the next page.

Read the instructions carefully on each page. Click Help on the Conﬁguration Wizard page if you need additional instructions. When you are ﬁnished with a page, click Next to continue.

Note: If you would like to change the CallPilot administrator account password while the CallPilot server is in a domain, follow the below steps:

a. Log on with one of the CallPilot local accounts. b. Right-click on My Computer and select Properties. c. Select Computer Name. d. Click Change and select Workgroup. e. Type WORKGROUP as the workgroup name. f. Restart and log on with one of the CallPilot local accounts. g. Run the Conﬁguration Wizard to change the CallPilot

administrator password or the CallPilot server host name.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 93

Running the Conﬁguration Wizard 93

When you reach the end of the Conﬁguration Wizard, click Finish to save the Conﬁguration Wizard changes, or click Cancel to discard any changes. No changes are implemented unless you click Finish.

Result: The Conﬁguration Wizard requires up to an hour to apply changes, depending on the number of languages you are installing or updating, and the size of the system. When CallPilot completes the conﬁguration changes, you are prompted to restart the server.

Restart the server.

Note: Ensure you use the restart procedure documented in the CallPilot Installation and Conﬁguration Task List.

Result: The server restarts and the conﬁguration changes are in effect.

—End—

Note: If you run the Conﬁguration Wizard after your CallPilot server is added to a domain, two procedures do not work until you remove the server from the domain. The two procedures are: changing the computer name, and changing the local administrator account. For more information, see "Conﬁguring CallPilot to operate in a Windows 2000 or

2003 domain" (page 97).

Considerations on conﬁguring STI links for the CallPilot tower and rackmount servers

The Conﬁguration Wizard application is used to conﬁgure the switch telephony interface (STI) links and the DS0 channels between the MGate cards in the CS 1000 switch and the MPB16-4 or MPB96 boards in the CallPilot server. Each MPB16-4 board can have two STI links and each STI link can have a maximum of 32 DS0 channels. Each MPB96 board can have three STI links. See the Conﬁguration Wizard online Help for more information on conﬁguring the STI links and the DS0 channels.

If your CallPilot server contains two MPB16-4 boards connected to two MGate cards and you need more than 32 DS0 channels between the CallPilot server and the switch, then you must conﬁgure both STI links on MPB16-4 #1 before starting to conﬁgure the STI links on MPB16-4 #2.

Make sure that you are always able to identify the MPB16-4 boards. See

"Identifying the location of MPB #1 and MPB #2" (page 43) for the numbers

of the slots in which the MPB #1 and MPB #2 can be installed on CallPilot servers.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 94

94 Chapter 5 Conﬁguring the CallPilot server software

If you conﬁgure an STI link on MPB16-4 #2 before conﬁguring both STI links on MPB16-4 #1, the DS0 channels on MPB16-4 #2 are not functional. As a result, you experience no voice in the slot that holds the MPB16-4 #2 board.

What is next?

Your next step will depend on your choice of a remote support tool.

•

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).

Changing pcAnywhere caller passwords

Introduction

With pcAnywhere, you can perform advanced administrative tasks on the server from a remote PC. You can control the server as though you were directly connected to the server.

pcAnywhere is installed and conﬁgured on the server at the factory. One licensed copy of pcAnywhere is provided for the server on the CallPilot Application CD-ROM.

To install pcAnywhere on another PC, you must purchase a separate license. For instructions on how to install and conﬁgure pcAnywhere on another PC, see the CallPilot Administrator’s Guide (NN44200-601).

To change pcAnywhere caller passwords

Step Action 1

Stop the pcAnywhere session, if one is running.

Click Start -> Programs -> Symantec pcAnywhere.

Result: The Symantec pcAnywhere window opens.

3 Click the Hosts icon in the pcAnywhere section of the Symantec

pcAnywhere window.

Result: The list of hosts is displayed.

Right-click the CallPilot Support icon, and then choose Properties from the pop-up menu.

Result: The Host Properties: CallPilot Support dialog box appears.

Click the Callers tab.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 95

Setting Remote Desktop Policy on a Server 95

Right-click the CallPilotDist icon, and then choose Properties from the pop-up menu.

In the Password box, type a new CallPilotDist password.

In the Conﬁrm Password box, type the CallPilotDist password again.

Click Apply.

10 Click OK. 11

Click OK to return to the main Symantec pcAnywhere window.

Double-click the CallPilot icon to restart the pcAnywhere session.

—End—

What is Next?

Continue to "Conﬁguring CallPilot to operate in a Windows 2000 or 2003

domain" (page 97).

Setting Remote Desktop Policy on a Server

CallPilot server comes with the Remote Desktop server enabled and conﬁgured for use by default. If necessary, remote desktop access can be enabled or disabled as follows:

To set remote desktop policy

Step Action 1

From the CallPilot server desktop, right-click My Computer, then choose Properties, and click on the Remote tab.

Result: The System Properties screen appears.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 96

96 Chapter 5 Conﬁguring the CallPilot server software

Ensure the Allow users to connect remotely to this computer option is selected. Click OK to close the window.

Open the Group Policy Snap-in to choose from the ﬁve options available for remote control settings. Open a command prompt window by clicking Start > Run.

Result: The Open window appears.

4 Type gpedit.msc and click OK or press Enter.

Result: The Group Policy Object Editor window appears.

5 On the left side of the window, expand Computer Conﬁguration,

Administrative Templates, Windows Components, and then select Terminal Services.

On the right side of the window, double-click Sets Rules for Remote Control Terminal Services User Sessions.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 97

Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain 97

The Sets Rules for Remote Control Terminal Services User Sessions window appears.

Select Enabled to load options into the box.

The default and recommended setting for CallPilot is Enabled with Full Control without User’s Permission selected. This setting allows for RDC sessions without requiring interaction or consent from a local console user.

Adjust the settings as required, and click OK to close the screen.

10 Click File > Close to close the Group Policy Object Editor.

Note: For instructions on installing and conﬁguring Remote Desktop Connection (RDC), see the CallPilot Troubleshooting Reference Guide (NN44200-700).

—End—

What is Next?

Continue to "Conﬁguring CallPilot to operate in a Windows 2000 or 2003

domain" (page 97).

Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain

Introduction

Nortel supports CallPilot as a member in a Windows 2000 or 2003 domain. Customers can add their server machine to a Windows 2000 or 2003 domain for added security and manageability. Whether you are upgrading to CallPilot 4.0 or installing a new CallPilot 4.0 system, you can move your server from a Windows workgroup to a Windows 2000 or 2003 domain.

Note: You do not need to add CallPilot to a domain. This procedure is optional. Nortel will continue to support CallPilot 4.0 in a workgroup. If you do not want to add your server to a domain, continue with Chapter 6

"Testing the CallPilot installation" (page 107).

To add your CallPilot server to a domain, you require network administrator privileges. To perform this procedure, you can either work with your network administrator, or ask your network administrator to create a user account with network administrator privileges.

When you add your CallPilot server to a domain, Nortel recommends that you see the latest Distributor Technical Reference (DTR), available on the PIC web site (w

ww.nortel.com/pic).

This section describes how to:

•

set domain group policy

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 98

98 Chapter 5 Conﬁguring the CallPilot server software

•

add your CallPilot server to the domain

•

stop and disable Win32 Time Service on the CallPilot server

•

set up user accounts for remote access

•

run Conﬁguration Wizard in a domain

To set domain group policy

When you install Release 4.0 of CallPilot, the installation creates local accounts that contain default strong passwords of six characters. As a result, your local domain group policy can conﬂict with these default settings. The CallPilot administrator account can be affected. See "Running

the Conﬁguration Wizard" (page 91) for information on how to change the

user account. If you identify conﬂicts, you can adjust your group policies for CallPilot, or

you can exclude the CallPilot server machine from a speciﬁc group policy. When you add your CallPilot server to a domain, you must also consider

that the Windows 2003 Domain Controller determines the security policy that applies to the server.

Note: Nortel strongly recommends that you add the server to a domain after running the Conﬁguration Wizard.

To add CallPilot server to a domain

After you install and conﬁgure your CallPilot server, and you conﬁrm that your network administrator has set up a Domain Controller and a DNS server on the network, you can add your server as a member of an existing domain.

To add the server as a member of an existing domain:

Step Action 1

On the CallPilot server, courtesy stop all CallPilot channels. See the Installation and Conﬁguration Task List Guide (NN44200-306), for more information.

Compare the M1/Succession time to the time on the Domain Controller, or the time on any existing Domain member computer.

Note 1: Nortel recommends that the difference between the M1/Succession time and the Domain Controller time does not exceed 10 seconds.

Note 2: The CallPilot server time is updated by the M1/Succession time, so when you change the M1/Succession time, the CallPilot server time is also updated.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 99

Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain 99

a. If the difference in the M1/Succession time and the Domain

Controller time is greater than 10 seconds, go to Step 3 to change the M1/Succession time to match the Domain Controller time.

b. If the difference in the M1/Succession time and the Domain

Controller time is less than 10 seconds, go to Step 4. You do not need to adjust the time.

3 To change M1/Succession time to match the Domain controller time,

perform the following steps: a. Log on to the M1/Succession server and go to LD 2. b. Type TTAD and press Return.

Result: The current M1/Succession format for the time and the time appear. An example is:

<day> <month> <year> <hour> <minute> <sec> 12 01 2005 22 35 00

c. Type STAD and press Return.

Result: The time and date appear. An example is: <day> <month> <year> <hour> <minute> <sec> 12 01 2005

22 35 00

d. Change the time to match the Domain Controller time.

Note 1: Nortel recommends that you keep the time difference between the M1 and the Domain Controller time to within a few seconds (+/- 10 seconds). The maximum difference can be up to ﬁve minutes before Kerberos authentication problems can arise. Once a month, check the times on the M1/Succession and the domain to ensure that the ﬁve minute tolerance is not exceeded. If the time difference is exceeded by ﬁve minutes, you can experience problems with Event Viewer, audit logs, and local system network shares. You can also receive messages on the local server that indicate that the CallPilot server time is out of synchronization with the Domain Controller. Day-to-day operation of the CallPilot server, however, should not be affected.

Note 2: For normal CallPilot operation, support, and maintenance, you must create a domain user account. In order for you to receive administrator privileges on the local server, the CallPilot administrator must add the domain user account to the CallPilot local administrator group.

Exit the pcAnywhere session if it is running.

On the CallPilot server Windows desktop, right-click on My Computer, and then select Properties.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Page 100

100 Chapter 5 Conﬁguring the CallPilot server software

In the System Properties window, click the Computer Name tab. Result: The following System Properties window appears.

Click Change. Result: The Computer Name Changes window appears.

To add the server to an existing domain, click the Domain option button in the Member of pane, and then type the name of the domain.

Nortel CallPilot

Communication Server 1000 and CallPilot Server Conﬁguration

NN44200-312 01.02 Standard

5.0 3 May 2007

Nortel CallPilot Server, Communication Server 1000 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual